Duncan Ford Mercury Chrysler Dodge Jeep

After reviewing the customer's complaint, I feel she has a legitimate concern It is possible there was a miss-communication between her and her service adviser so we are refunding the customer $and issuing an apology for the problem I have addressed the concern with the service adviser and have taken steps so this should not happen again

I have attached a copy of Mr*** BUYERS ORDER that states he purchased the vehicle in condition.We did offer him an extended service agreement and he declined that at the time of deliveryWe also encourged Mr *** an to have the vehicle inspected by his own independent mechanic
that is stated in the Buyer Beware Agreement that I have attachedMr *** assumes all RESPONSIBILITIES AND FUTURE REPAIRS past the point of sale.The vehicle had miles at the time of deliveryand older higher mileage vehilcles are more likley to have a mechanical failure. Duncan Ford Chrylser*** *** * *** ***###-###-####*** ***

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

After reviewing the customer's complaint, I feel she has a legitimate concern.  It is possible there was a miss-communication between her and her service adviser so we are refunding the customer $383.00 and issuing an apology for the problem.  I have addressed the concern with the service...

adviser and have taken steps so this should not happen again.

Review: I Purchased a Vehicle from this dealership on January 13. 2014 and on Sunday February 16,2014 the car engine blew up and is not drive-able. I called the dealership and spoke to the sales manager hoping they would stand behind there product but was told there was nothing they could do for me.Desired Settlement: I would like the dealership to provide me with a vehicle of comparable value and that is reliable.

Business

Response:

To whom it may concern,

I spoke to Mr [redacted] on 02/17/2014 and informed him he had purchased the vehicle AS-IS. I have also included the documents that state that.

Duncan Ford

[redacted] (Sales Manager)

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

While I am aware that I purchased the vehicle "as is" it is beyond belief that any dealership of any reputation would sell a vehicle through a finance company of their choosing that is not going to last more than a 31 days. I was told by the tow truck driver I had to call to tow the vehicle from Interstate 81, that these vehicles (Saturn SC2) are known for this problem with the engines. If the tow truck driver was aware of this, I find it hard to believe that a dealership that sells vehicles for a living would not also be aware of this. If they are/were aware of this, why did they not disclose this to me. I feel that this dealership has taken advantage of me and sold me a vehicle that they knew or should have known was not going to last the length of the contract. I feel that this is a deceptive practice and believe I have been taken advantage of due to my age and car buying experience.

Regards,

Business

Response:

We regret that the engine blew up, but the vehicle was purchased AS-IS and there is nothing that the business will be able to do for you. The vehicle had 149,000 miles on it at time purchase.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It should not matter how many miles a car has and why it blew up your business sold me a lemon car. I would like to know your insurance carrier.

Regards,

Review: the 2006 dodge ram 2500 diesel I have bought for Duncan ford dodge on 10-28-2014 has had many issues since purchasing the first 7 days of ownership required $300 worth of battery's every other week has a new problem now it needs a $2000 fuel injection pump this is not the first vehicle I have bought from here that has had several problems not happy with the truck tired of fixing problems I have put more in fixing the truck then I have paid on the loan I believe the dealer had know about several problems before being placed out for sale and was neglected to new owners expenseDesired Settlement: truck has to many issues needs to be resolved with the dealer

Business

Response:

I have attached a copy of Mr. [redacted] BUYERS ORDER that states he purchased the vehicle in AS-IS condition.We did offer him an extended service agreement and he declined that at the time of delivery. We also encourged Mr [redacted] an to have the vehicle inspected by his own independent mechanic that is stated in the Buyer Beware Agreement that I have attached. Mr [redacted] assumes all RESPONSIBILITIES AND FUTURE REPAIRS past the point of sale.The vehicle had 141181 miles at the time of delivery. and older higher mileage vehilcles are more likley to have a mechanical failure. Duncan Ford Chrylser[redacted]###-###-####[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My car broke down in April of 2015 due to an apparent transmission issue. In June of 2015 it was decided to replace the transmission itself after months of not being able to diagnose the problem. The car was returned to me once in the time-frame between April and June with the same problem occurring on the day it was returned to me. After finally changing the transmission in early July 2015, the vehicle was returned to me to only have the same exact problem occur. In communications with a case manager from Chyrsler-Dodge it was found that there was no transmission fluid placed within the transmission when it was returned to me. It is now September and my car has still yet to be returned to me. On 9-1-2015 I contacted my case manager about progress and he informed he was unable to speak with the service manager because he was unavailable and no other person could give him an update on the progress of my car. My main concerns involve the lack of timeliness of completing this job, the apparent lack of placing priority on a car that has been in their service center for nearly 6 months (service center employees have informed me that they had put higher priority on other vehicles), and the lack of transparency and communication in conveying progress of the repair. My vehicle is covered under the warranty and I expect it to be fixed in a timely manner. This has not come into fruition.

Business

Response:

Good morning. I'm [redacted], service manager with Duncan Ford Chrysler and am responding to [redacted]'s concern. Honestly, he has a legitimate concern but unfortunately, a lot of the issue has to do with the policies and procedures set forth by Chrysler. When his vehicle was first towed in, we were very far behind and we only have one Chrysler transmission tech so it was a while before it was diagnosed. Once the vehicle was in the shop, we had a hard time verifying the concern. Once we verified the concern, it was not anything easy to diagnose. We were in constant contact with Chrysler technical assistance and had a lot of components to test and one that had us replace. Eventually, they had us replace the transmission. Most Chrysler transmissions come full from the factory and when they don't, they put a large not on the box that specifies the transmission is not full and it needs to be filled. After replacing the transmission the technician checked the transmission fluid by normal means (using a dipstick) and it looked OK. We took the vehicle on several test drives and it seemed to do OK. After Mr. [redacted] picked up his vehicle, the concern returned. This time we got the vehicle in right away. We got in contact with Chrysler again and had to go through more tests. It was then that they asked us to release the hydraulic pressure on the transmission and drain the gear box to see how much fluid comes out. It was at that time we were informed that the transmission did not come filled from the factory. Most of the time when replacing a large powertrain component through Chrysler, you have to tear it down and obtain prior. I asked Chrysler if we still needed prior approval and was told to ask our warranty administrator; she said she wasn't sure but to ask the rep. I tried for three weeks before getting a final answer from my rep. Just before I left on vacation, I was told to tear down the transmission (the tech had an engine torn down on his lift at that time.) After he was able to tear the transmission down, we obtained prior approval and ordered the transmission. The transmission arrived Friday, September 4, we were close Labor Day and the tech began installing the new transmission Tuesday September 8. The vehicle should be ready September 8 or 9. I understand Mr. [redacted]s' frustration and I hate this process has been such a pain; it has been rough for us as well. Unfortunately there are certain policies that we have to follow and some of them were questionable and it took a while getting answers. Mr. [redacted]s has been in a rental vehicle the whole time. Usually we don't cover rental vehicles unless the vehicle was purchased here but we made an exception in his case seeing that it was at another dealer before it came here.Thanks[redacted]

Review: I took my jeep into Duncan auto for one major problem and a few minor ones. The major complaint was a very bad thumping that sounded like it was coming from the front axel. We have heard this sound before on other vehicles and we had a good idea it was a wheel bearing, but you never know, so we took it to Duncan. I will try to keep this complaint "in a nut shell", so I don't ramble on. My jeep was in this shop for a week. My contact there was a man named [redacted]. I called pretty much every day and several days in he told me that the problem was a bad pinion bearing. And it would be expensive. Ok, what am I to do, I guess just fix it. Well, a day or so later, I called and [redacted] said that the pinion bearing wasn't the problem, it was a brake pad on the emergency brake that was making the noise. Finally, a week into this [redacted] said the jeep was ready. I WANT THIS TO BE NOTED, I ASKED [redacted] REPEATEDLY, REPEATEDLY DID THE TECHNICIAN DRIVE THE JEEP AND WAS THE NOISE COMPLETELY TAKEN CARE OF. THE ANSWER WAS YES, YES ITS PERFECT!!!! The evening that I picked it up, I asked the TECHNITION was it driven and was it perfect? RIGHT TO MY FACE I WAS ASSURED ON BOTH ACCOUNTS, YES IT WAS DRIVEN AND NO THERE WAS NO NOISE!!! I paid $985.50. That's a bunch of money, but if it was fixed, I was satisfied. I drove out of the parking lot onto the highway and THE EXACT SAME NOISE WAS THERE!! They completely lied and right to my face. They told me it was the pinion bearing, they charged me $383 labor and over $100 for parts for this REAR DIFFERENTIAL INSPECTION (as stated on the invoice) for what they knew wasn't the problem. I would never pay $500 for an inspection!! Good grief, what a rip of! And when my husband contacted them, they gave him the run around for days, until he finally got to talk to [redacted] and this man pretty much gave the equivant of a shrug and suggested he might be able to give us back a half an hour of labor for the parking brake job!!!! NEVER APOLOGIZED FOR LYING TO MY FACE OR FOR THE CRAPPY SERVICE. I know this will be forwarded to him and Duncan and I want them to know that I work in a VERY PUBLIC PLACE AND I WILL TELL EVERY SINGLE PERSON I COME INTO CONTACT WITH HOW APPALLING THERE PRACTICES ARE!!! What I am after is an apology and $383 for the labor on the differential inspection.Desired Settlement: I want an apology and a $383 refund

Business

Response:

After reviewing the customer's complaint, I feel she has a legitimate concern. It is possible there was a miss-communication between her and her service adviser so we are refunding the customer $383.00 and issuing an apology for the problem. I have addressed the concern with the service adviser and have taken steps so this should not happen again.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,