Earnhardt Chrysler Jeep Dodge Ram

[redacted], the general manager of Earnhardt’s Gilbert [redacted] Inc., phoned Mr. [redacted] and spoke with his wife.  Although the dealership has no contractual relationship with Mr. [redacted], Mr. [redacted] offered to pay $700 to assist with the repair.  Ms. [redacted] said she appreciated the offer and would speak with her husband and get back to him.  Mr. [redacted] has not received any further communications from either Mr. or Ms. [redacted]. 

 

The dealership considers this matter to be closed. 

 

[redacted]/General Counsel

Good day!I contacted Mr. [redacted] this morning and explained in more detail how the advertised price, with dealer additions, is calculated.  The price on the 2016 Chrysler he was interested in buying is $2337 below invoice; the dealer added items offset a portion of the $2337 loss.  The price and dealer additions are fully disclosed on the offer presented to the buyer(s).  The buyer can accept or reject the terms.  I advised him that I would sell the vehicle to him and his wife at the advertised price, without the security system and additional items, but he declined; he is purchasing from another dealer because he does not agree with our pricing. Mr. [redacted] has my contact information and should he reconsider, I will gladly honor the offer to sell the vehicle without the dealer added items.Thank you and please contact me if you have any questions.
Colleen M[redacted]

The [redacted] purchased their vehicle "AS IS" subject only to the statutory 15 day, 500 miles used car warranty.  The service concern arose significantly after the warranty had expired.  Notwithstanding the expiration of the warranty, management spoke with Ms. [redacted] after...

receipt of her complaint.  The dealership has agreed to contribute $195 toward the repair as a goodwill gesture.  Ms. [redacted] is emailing the  repair bill to the dealership and it is expected that a check can be issued to Ms. [redacted] early next week.   The dealership considers this matter to be resolved.  [redacted]General Counsel

Earnhardt's Gilbert Dodge, Inc. understands that this matter has been resolved. Mr. [redacted] successfully purchased a vehicle on June 3, 2015.  [redacted]Generael Counsel

A manager from Earnhardt Chrysler Jeep [redacted] spoke with Ms. [redacted] and made arrangements to have an alarm system installed to provide keyless entry, to confirm operation of the driver's side power door lock, and to replace the bottle that holds the washer fluid.  The dealership also agreed...

to provide a rental car to Ms. [redacted]  for the day her truck would be in service.  

The dealership  understands that this matter is resolved to Ms. [redacted]'s satisfaction. 

General Counsel

Earnhardt

Best service I have ever received from a dealership

[redacted] vehicle, actually owned by [redacted], was towed to Earnhardt's Gilbert  Dodge, Inc. on or about July 7, 2014 after the engine quit running.  The 2010 vehicle, with 60, 658 miles, had not been serviced at the dealership since June of 2011. 

When...

the technicians removed the engine valve covers to attempt to determine the cause of the failure, they found metal flakes in the top of the engine and scored bearings and cam.  Those findings are suggestive of a lack of maintenance, and, particularly, a lack of lubrication in the engine.   Based on those findings, [redacted] requested proof of maintenance, specifically, receipts for oil changes, from [redacted] before honoring the warranty.  [redacted] was unable to demonstrate the maintenance required as a pre-requisite to the warranty, so her warranty claim was denied by [redacted].  

The dealership denies that it prevented [redacted] from removing the vehicle to a different repair shop.   In fact, the vehicle was removed from the dealership on August 20, 2014, at which time [redacted] was provided a complete copy of the repair order detailing the dealerships actions and findings with regard to the vehicle.  

The estimate provided by the dealership  was for the time required to complete the tear-down of the engine to further examine the cause of the engine failure.   The dealership was careful to provide that estimate as, in the event that a warrantable cause of the failure was not found, [redacted] would have been responsible for those charges.   

The dealership has photos of the engine, the air filter and parts of the interior and exterior of the vehicle, if review of those photos is necessary.

I needed a car because I was no longer going to be working from home, so I decided to go with Earnhardt. My husband and I bought two others cars from them and, with the exception of one hiccup, the company has consistently provided exemplary service. It's the reason we keep going back.

This time, however, everything changed. I went down with my husband to look at cars and centered on a 2014 Kia Soul. Our salesperson was professional in appearance and demeanor and seemed excited to help me. When it came time to look at the financials, I told him that the dealership had run a preliminary approval on me based on my not wanting a down payment and wanting to keep payments below 400.00 per month. I just had a bankruptcy discharged, so I know that there may have been some challenges; however, when he came back with the information, he quoted 470.00 per month with a 1700.00 down payment. I was angry immediately mainly because I had told him what I was willing to work with, and he had the audacity to bring me out-of-scope results. After I told him angrily that I wasn't happy with having my time wasted, he said he would go and work something out. When he left to do so, my husband and I left to take our business elsewhere.

That same evening, salesperson proceeded to call and text my phone incessantly stating that he had an offer that would work. He stated that he worked out a 500.00 down payment (paid within 30 days) and 399.00 payment. I wasn't happy about the down payment, but I was impressed that he really did try to help. So I agreed to get the car.

After driving 20 miles back to the dealership, he stated that they would need a check to hold on file and cashed later. I told him that we didn't have checks on our account (I can't remember the last time I ever wrote a check). He stated that we could go to the bank and get temporary checks and bring them up. The following day, we drove 15 miles to the bank and 20 miles to the dealership to bring in all the remaining paperwork along with the check, only to find out from someone else that the dealership can't take temporary checks. Cue in the salesperson's mendacity.

Then the employee had the gall to tell me to order checks from my bank, which I found out was 25.00, AND have them EXPEDITED, which was 30.00. I told her I would look into it to see if I could work something out. I set the expectation that I would call them the following Monday after talking with the bank.

Flash forward ONE DAY, which was Sunday, I get a text message that the loan company needs more documents. I called, and the employee tells me AGAIN that they need a check. At this point, I was livid. I expressed my frustration about the lying salesperson and the harassment surrounding getting all the loan documents. As a resolution, the employee stated that I could borrow a check from a friend or family member and have them turn it in, and before the month is done, I can come in with a debit card and make the payment then, thereby destroying the check. Despite my offering to give them credit-card information to hold and process at the end of the month--which is something that I was told they couldn’t do--this is what they offered.

At this point, I am taking the car back. The mendacity and harassment are unacceptable. I can assure you that I will NEVER shop there again and will definitely detract from anyone else's going there. This place is a cesspool of immoral, customer-unfriendly behavior.

Earnhardt Dodge was very disappointed to read allegations of lack of communication with Mr. and Ms. [redacted].  The facts are that the service manager has been extremely involved and communicative with the [redacted]s and that Mr. [redacted] picked the truck on Wednesday, October 26.
The...

[redacted]s dropped the vehicle at the dealership on Sunday the 23rd when the service department was closed.   They were provided with a loaner vehicle.  When the service department spoke with them on Monday the 24th and learned of the noise concern, the service manager was unable to replicate the concern. With Ms. [redacted]'s permission, drove the truck to her home and drove it with her until he heard and understood the concern.  He then returned to the dealership and drove the truck with a technician.  The technician quickly identified the issue as an imprecise ratio of the rear differential fluid and the limited slip additive.  The fluids were adjusted  and the truck was driven to assure that the ratio of fluids was correct.  The service manager spoke with both Ms. [redacted] and Mr. [redacted] and on the 24th to explain the diagnosis and process for correction.  Mr. [redacted] came to the dealership on Monday afternoon and experienced the resolved issue, but asked that the truck stay at the dealership for more test driving.  He also asked for a larger loaner vehicle, which was provided. The service manager offered to touch up some door edge paint chips, remove some white paint transfer and replace a rear fender flare  that was warping at no charge.  Mr. [redacted] accepted.  When the service manager learned that the fender flare would not be available until Wednesday, the 26th, he contacted the customer and left a message with the update.  A final test drive was taken and the truck was filled with gas.  Mr. [redacted] picked up the truck on the 26th. 
The dealership was responsive, communicative and resolved the issue. 
Mary LaRue W[redacted]/General Counsel

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[redacted]  

Ms. [redacted], the name is [redacted], not [redacted], pay attention!  Mr. [redacted] contacted me and we resolved the problem together, not you.  He is a professional and a smart businessman that knows when you deal with the public, you have to stand behind your product.  He will get my business again due to his integrity and professionalism.

The dealership has reached Mr. Dixon. Mr. [redacted] has an appointment for Monday, June 15, to have the security system removed and to received his full refund.  [redacted] General Counsel

The dealership has refunded the cost of the Auto Butler for the customer's benefit.   It understands that this matter is resolved. [redacted]General Counsel

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,