Initial Business Response /* (1000, 8, 2014/07/28) */
I have investigated this entire complaint. firstly [redacted] did not invent the term "dusted" it is terminology used to describe a condition where and engine and taken in dust which causes damage to internal parts for example...
pistons, cylinder walls, valves, turbo and super chargers if so equipped.I have looked at the pictures of the customers engine and there is no doubt that the engine has been dusted. 7 cylinders are in almost perfect condition and #1 cylinder is in terrible condition. piston rings are almost gone. the cylinder walls are tapered etc. The manufacturers warranty no matter who the manufacturer would not cover this repair. this is an engine abuse situation. Although the customer turned in I believe 3 oil change receipts there we no receipts for air filters. the entire induction system from the air cleaner box all the way to the intake manifold was very dirty. it was very obvious that dirt have been taken in. the pictures I saw were very clear unlike described in the complaint letter. we have them on file and they can be viewed at any time by the owner. we have done our best to decrease the bill on this repair to help out the customer. I believe the final bill was $1800. the truck is repaired and he has paid his bill.
Very positive experience. I bought a used van from them this week and it was pleasantly surprised that everything was just as advertised. Any problems that arouse were handled right away and to my satisfaction.Staff was very polite and not too pushy. Everything handled very professionally. Would buy another vehicle from them.
Initial Business Response /* (1000, 5, 2014/05/30) */
Contact Name and Title: [redacted] gm
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@derrickdodge.com
there appears to be three concerns in this complaint. in regards to the time spent at the dealership I apologize for...
the time taken we are a busy dealership. we make every attempt to schedule delivery of vehicles in a timely fashion. unfortunately some of what takes place cant always be predicted and there are time overruns.in regards to the additional funds. I have looked over both the hand written bill of sale and the printed final document and I can't seen any additional charges. every item on the hand write is initialed by the purchaser and the same numbers appear on the final contract. there was a charge of $299 written down on the printed document for window etching however the customer declined the insurance and the charge was removed.
In regards to the NAV. unless I or my service manager see the customers vehicle I cannot verify if the Van has the latest update on it. The customer is correct that some areas of the Henday were in fact built over 5 years, however some areas are still to this day under construction. if the customer visits our service department [redacted] the service manager will be happy to verify if in fact, at the time of manufacturer the van had the updated NAV info.If there was an error on [redacted] Canada's behalf then the error will be fixed.
Initial Business Response /* (1000, 8, 2014/07/28) */
I have investigated this entire complaint. firstly [redacted] did not invent the term "dusted" it is terminology used to describe a condition where and engine and taken in dust which causes damage to internal parts for example...
pistons, cylinder walls, valves, turbo and super chargers if so equipped.I have looked at the pictures of the customers engine and there is no doubt that the engine has been dusted. 7 cylinders are in almost perfect condition and #1 cylinder is in terrible condition. piston rings are almost gone. the cylinder walls are tapered etc. The manufacturers warranty no matter who the manufacturer would not cover this repair. this is an engine abuse situation. Although the customer turned in I believe 3 oil change receipts there we no receipts for air filters. the entire induction system from the air cleaner box all the way to the intake manifold was very dirty. it was very obvious that dirt have been taken in. the pictures I saw were very clear unlike described in the complaint letter. we have them on file and they can be viewed at any time by the owner. we have done our best to decrease the bill on this repair to help out the customer. I believe the final bill was $1800. the truck is repaired and he has paid his bill.
Very positive experience. I bought a used van from them this week and it was pleasantly surprised that everything was just as advertised. Any problems that arouse were handled right away and to my satisfaction.Staff was very polite and not too pushy. Everything handled very professionally. Would buy another vehicle from them.
Initial Business Response /* (1000, 5, 2014/05/30) */
Contact Name and Title: [redacted] gm
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@derrickdodge.com
there appears to be three concerns in this complaint. in regards to the time spent at the dealership I apologize for...
the time taken we are a busy dealership. we make every attempt to schedule delivery of vehicles in a timely fashion. unfortunately some of what takes place cant always be predicted and there are time overruns.in regards to the additional funds. I have looked over both the hand written bill of sale and the printed final document and I can't seen any additional charges. every item on the hand write is initialed by the purchaser and the same numbers appear on the final contract. there was a charge of $299 written down on the printed document for window etching however the customer declined the insurance and the charge was removed.
In regards to the NAV. unless I or my service manager see the customers vehicle I cannot verify if the Van has the latest update on it. The customer is correct that some areas of the Henday were in fact built over 5 years, however some areas are still to this day under construction. if the customer visits our service department [redacted] the service manager will be happy to verify if in fact, at the time of manufacturer the van had the updated NAV info.If there was an error on [redacted] Canada's behalf then the error will be fixed.