Dempsey Dodge Chrysler Jeep

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ On 06/16/we repaired a leaking core on the vehicleDuring the repairs the tech had trouble getting the line and core apart due to corrosion of these componentsUpon disassembly the tech inspected the lines and felt that he could clean the corrosion off were the system seals and it would resealHe proceeded to clean the corrosion off at the sealing points to try and save the customer additional parts and labor chargesAfter installing the new core the air conditioning system was put into a vacuum and was held for a period of time to verify no leaks the systemThe system was then filled with refrigerant to complete the repairAs was stated the vehicle was brought back into the shop for a leak that was noted by the ownerAfter inspection it was determined that the lines that go to the core in fact were leaking due to corrosionThe vehicles owner was notified of the findings and given a repair estimateHe was not told that the corrosion was not seen, he was told the tech tried to clean it off to save him moneyNo one told the owner that "someone did not do their job" and we take great pride in our workThe owner then picked up the vehicle as the parts were not readily availableThe customer was informed to speak with [redacted] the service manager at Dempsey's in regards to the repairs if the air conditioning were to start blowing warm again to discuss what we can do as far as reducing the chargesWe apologize that the cleaning of the lines was not effective; I can assure you that the rear evaporator core was leaking, and would like to discuss the replacement of the rear lines on the vehicleI would like to offer replacement of the rear lines at just the cost of the parts, since we were already in the area working it would have been less labor to install at that time, and as a good will gesture we would be willing to absorb the complete labor charges to install the new linesAgain, I apologize that the attempt to save the customer additional parts and labor charges by cleaning the old lines was not successful Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were never informed that the lines were corrodedWhen my wife spoke to [redacted] he told her he was trying to save us moneyThe problem is where were never even informed the lines were bad and would need replacing sooner than laterThe car began leaking 1-days laterThe lines can be purchased online for much cheaper than they want to charge usI would like like them to do the work they should have originally doneI should not have to pay seeing as I was never even informedIts not the shops judgement call to save me money or notHad I been informed before they returned the car the first time I could have made the choice to have the lines replaced to begin withI have heard several different versions of what happened from the shop nowIf the lines were checked they should not have leaked the next dayNothing on any of the paperwork states the lines are going bad or need to be replaced soonI feel that the lines should be replaced free of chargeI would have paid if they told me the first time but since they took it in their own hands to make the choice for me and now I am stuck with a leaking a/c again I should not have to pay Final Business Response / [redacted] (4000, 9, 2015/07/10) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @dempseyplano.com The warranty is for the parts replaced so the lines are not part of the warranty because they were not replaced, but I am offering the replacement of the lines at no labor chargeI agree that the customer could have been informed of the corrosion at the time of the repairsIf the customer would have chose to replace them at that time it would have been more labor and the cost of the partI am offering to replace the lines at no labor charge if the customer can find more economical parts we will install them for no labor chargeIf we put our line on it will have a year warrantyWe cannot warranty after market partsI feel this is very fairThe coil was in fact leakingIf the coil was not leaking we would not have replaced itWe also would not have returned the vehicle to the customer if we did not feel that it was fully repaired

My name is KC [redacted] and I am the General Sales Mgr here at Dempsey's I am responding to the complaint from [redacted] ID # [redacted] on May 2nd, My Sales Manager and the [redacted] agreed that they were going to pay the $upgrade to have the Navigation turned on in their [redacted] During the transaction on the deal we made the mistake of not including the charge in the paperwork We are taking full blame that we made the mistake of not including the charge in the paperwork to which we agreed to Figuring that the customer knew they were suppose to be charged for the upgrade we called Mr [redacted] to try and collect the $that was not put into the deal They received the upgrade so we felt that they should pay it Mr [redacted] knew that the mistake was made but felt we should have to pay for the mistake I have been doing this for yrs and have made mistakes to where myself and the customer have come to an agreementI offered to split the charge with Mr [redacted] but he had no interest I was always told to do what is right and I feel that Dempsey's was doing more then enough by even offering a split How does he contact the Revdex.com when he is not paying his bill? I don't understand how he is upset with us,I am upset with himKind Regards, KC [redacted] Dempsey's ###-###-#### ***@dempseyplano.com

Case # *** 05/12/On April twenty seventh of this year Mr*** *** dropped his *** *** off at our dealership for a service engine soon lamp concern. We provided Mr*** with alternate transportation while his vehicle was inWe sent his vehicle to *** ***
for diagnostics and repair as they have brand specific diagnostic equipmentThey diagnosed the vehicle and we gave them authorization to repairThey repaired vehicle and it was brought back to our dealership late Friday nightThere was no damage noted at that timeThe service advisor closed out the paperwork and got sales departments ok to goodwill the customer’s repairsMr*** was then notified that his vehicle was ready for pick up and there would be no charge to himHe came to pick up his vehicle Monday afternoon and upon pick up he noticed damage to his vehicleMr*** informed us that he was at the dealership Saturday evening after we were closed and at that time there was no damageWe walked the lot and Mr***’s vehicle was the only vehicle damagedMr*** contacted the Plano police department to file a reportWe explained to Mr*** that we were not responsible for loss or damage to vehicle or articles left in vehicle in case of fire, theft, or any other cause beyond our control, which he signed on our repair orderMr*** gave Mr*** a check that day for $to cover his deductableTo summarize Mr*** brought his vehicle to us for repair we sent it to another dealership for the repair at some time the vehicle was damagedWe paid for his vehicle repairs and paid him more than his deductable which would leave him with no out of pocket expensePlease contact me with any other questions or concernsThank You Jeremy ***, Service Mgr *** Dodge Chrysler Jeep II, IncEUS Highway Plano, IL direct fax jeremyh@***plano.com

Initial Business Response /* (1000, 5, 2015/07/08) */
On 06/16/2015 we repaired a leaking core on the vehicle. During the repairs the tech had trouble getting the line and core apart due to corrosion of these components. Upon disassembly the tech inspected the lines and felt that he could clean the...

corrosion off were the system seals and it would reseal. He proceeded to clean the corrosion off at the sealing points to try and save the customer additional parts and labor charges. After installing the new core the air conditioning system was put into a vacuum and was held for a period of time to verify no leaks the system. The system was then filled with refrigerant to complete the repair. As was stated the vehicle was brought back into the shop for a leak that was noted by the owner. After inspection it was determined that the lines that go to the core in fact were leaking due to corrosion. The vehicles owner was notified of the findings and given a repair estimate. He was not told that the corrosion was not seen, he was told the tech tried to clean it off to save him money. No one told the owner that "someone did not do their job" and we take great pride in our work. The owner then picked up the vehicle as the parts were not readily available. The customer was informed to speak with [redacted] the service manager at Dempsey's in regards to the repairs if the air conditioning were to start blowing warm again to discuss what we can do as far as reducing the charges. We apologize that the cleaning of the lines was not effective; I can assure you that the rear evaporator core was leaking, and would like to discuss the replacement of the rear lines on the vehicle. I would like to offer replacement of the rear lines at just the cost of the parts, since we were already in the area working it would have been less labor to install at that time, and as a good will gesture we would be willing to absorb the complete labor charges to install the new lines. Again, I apologize that the attempt to save the customer additional parts and labor charges by cleaning the old lines was not successful.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were never informed that the lines were corroded. When my wife spoke to [redacted] he told her he was trying to save us money. The problem is where were never even informed the lines were bad and would need replacing sooner than later. The car began leaking 1-2 days later. The lines can be purchased online for much cheaper than they want to charge us. I would like like them to do the work they should have originally done. I should not have to pay seeing as I was never even informed. Its not the shops judgement call to save me money or not. Had I been informed before they returned the car the first time I could have made the choice to have the lines replaced to begin with. I have heard several different versions of what happened from the shop now. If the lines were checked they should not have leaked the next day. Nothing on any of the paperwork states the lines are going bad or need to be replaced soon. I feel that the lines should be replaced free of charge. I would have paid if they told me the first time but since they took it in their own hands to make the choice for me and now I am stuck with a leaking a/c again I should not have to pay.
Final Business Response /* (4000, 9, 2015/07/10) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@dempseyplano.com
The warranty is for the parts replaced so the lines are not part of the warranty because they were not replaced, but I am offering the replacement of the lines at no labor charge. I agree that the customer could have been informed of the corrosion at the time of the repairs. If the customer would have chose to replace them at that time it would have been more labor and the cost of the part. I am offering to replace the lines at no labor charge if the customer can find more economical parts we will install them for no labor charge. If we put our line on it will have a 2 year warranty. We cannot warranty after market parts. I feel this is very fair. The coil was in fact leaking. If the coil was not leaking we would not have replaced it. We also would not have returned the vehicle to the customer if we did not feel that it was fully repaired.

My name is KC [redacted] and I am the General Sales Mgr here at Dempsey's.  I am responding to the complaint from [redacted] ID # [redacted] on May 2nd, 2016.  My Sales Manager and the [redacted] agreed that they were going to pay the $637 upgrade to have the Navigation turned on in...

their [redacted].  During the transaction on the deal we made the mistake of not including the charge in the paperwork.  We are taking full blame that we made the mistake of not including the charge in the paperwork to which we agreed to.  Figuring that the customer knew they were suppose to be charged for the upgrade we called Mr. [redacted] to try and collect the $637 that was not put into the deal.  They received the upgrade so we felt that they should pay it.  Mr. [redacted] knew that the mistake was made but felt we should have to pay for the mistake.  I have been doing this for 10 yrs and have made mistakes to where myself and the customer have come to an agreement. I offered to split the charge with Mr. [redacted] but he had no interest.  I was always told to do what is right and I feel that Dempsey's was doing more then enough by even offering a split.  How does he contact the Revdex.com when he is not paying his bill?  I don't understand how he is upset with us,I am upset with him. Kind Regards, KC [redacted]  Dempsey's ###-###-#### [redacted]@dempseyplano.com