East Hills Chrysler Jeep Dodge

Dear [redacted] , I'm very sorry you are going through this I totally empathize with you It sounds like you've put a lot of time into customizing your Jeep the way you want and it is most unfortunate this occurred I'm sorry if anything we did or did not do has given you the confidence that we are not upset as well I know you want your vehicle back the way it was While we cannot turn back time, we are, of course, willing to assist you Today, we received a claim number from the insurance company who is working on your case Troisha from the insurance company should have reached out to you today Your vehicle had a lot of aftermarket accessories, and, after speaking with our insurance broker, it was their recommendation that you have the Jeep fixed by the same company who installed all the aftermarket accessories originally They've got all your records They know the part numbers of the items you purchased We are cooperating with the authorities In light of all the parties involved, our cadence is dictated by them The day your vehicle was stolen, the police suggested we complete a report the following morning as your vehicle was already found I'm sorry it appears as though we were not moving fast enough Again, we humbly apologize your vehicle was stolen We remain committed to assisting you, the insurance company and the police to make things right Sincerely, Phil W [redacted] Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram [redacted]

The lower price that the customer is referring to is less the rebatesWe need to add the rebates to the sale price in order to calculate tax, as rebates are taxableThe customer received the benefit of the rebate, as that amount was subtracted from the amount due at delivery [redacted] ***

Dear Revdex.com, We have a signed Cash On Delivery Form indicating East Hills Chrysler Jeep Dodge Ram will make one payment toward this customer's remaining payments on his previous vehicle The customer signed this form acknowledging our responsibility At this time, we do not agree with this customer that we have any further responsibility in this matterSincerely, Phil W***Chief Marketing OfficerEast Hills Chrysler Jeep Dodge Ram [redacted]

We are responding to [redacted] 's review with the same response we placed on another review site Further, [redacted] and his daughter did not have to purchase this vehicle at all I'm sorry he is not satisfiedDear [redacted] , I'm sorry you are not satisfied with your daughter's Jeep Compass purchaseYour daughter had very specific demands that caused us to search for the vehicle elsewhereThe Jeep we located for your daughter with the trim, the color and all the options your daughter wanted was harder to findWe found the vehicle with everything your daughter wanted; however, it came with a package your daughter did not request -- the Safety PackageThis package includes blind spot monitoring, ParkSense parking assist, Cross-Path detection and Rain Sensitive Intermittent WipersThis package made the vehicle cost more -- $per month more on a lease, which Ed Whiffen split with you for an increase of $more per monthI'm sorry you feel this was a bait and switch, a term we don't take lightlyFrom our perspective, we located the vehicle for your daughter that she wanted with one option she didn't specifically want, but I would imagine would hopefully keep her safe and secure for years to comeThis was not a bait a switchWe wish you and your family all our best Sincerely, Phil W [redacted] Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram [redacted]

Dear [redacted] ,Thank you for giving East Hills Chrysler Jeep Dodge Ram (East Hills CJDR) the opportunity to respond to [redacted] complaint with ID# [redacted] Oliver B [redacted] , Owner of East Hills CJDR, has been working directly with [redacted] It has been relayed to me that a mutually acceptable agreement has been reached between both parties We anticipate [redacted] to take delivery of his new vehicle shortly.Thank you for bringing this matter to our attentionSincerely,Phil W***Chief Marketing OfficerEast Hills Chrysler Jeep Dodge Ram [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Carlos G [redacted] repeatedly stated that I would owe no additional paymentsAt all times I was assured that everything was taken care of with respect to the traand even indicated that they would make a profit on the return of the vehicle because the value was more than the buyout priceThe callous nature of their handling this situation should be an embarrassment to them, even the [redacted] lender representative was apalled by their tone and attitude on our conference call In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Dear [redacted] ,Thank you for giving East Hills Chrysler Jeep Dodge Ram the opportunity to address [redacted] 's concerns.We remain committed to repairing [redacted] 's vehicleWe empathize with her frustrations and concerns We have spoken to our team about how we communicate with [redacted] and we apologize that she took anything we said as anything other than professionalThat was certainly not our intention[redacted] 's vehicle has been in for service times: – check engine light – repaired #coil connector – check engine light – repaired wiring – check engine light – history code [redacted] – cleared the code, road tested miles, no problem found – check engine light – replaced oxygen sensor and catalytic converter[redacted] 's vehicle is presently in for service due to another check engine lightWe have provided [redacted] with a complimentary loaner vehicle while her vehicle is being repairedWe remain in contact with [redacted] and we expect to have her vehicle fixed shortly.Please let us know if we can assist in any other way.Sincerely,Phil W***Chief Marketing OfficerEast Hills Chrysler Jeep Dodge Ram [redacted]

Dear *** ***, Thank you for giving East Hills Chrysler Jeep Dodge Ram the opportunity to respond to *** ***'s complaint surrounding the cancellation of his warranty I have confirmed the Mopar warranty was cancelled at the end of August I cannot explain any delays from date of
cancellation to today For that, I am very sorry Thanks to *** ***'s complaint through the Revdex.com, I met with my management team A check is being cut and mailed to the financial institution holding his vehicle's loan today I need *** *** to give the Bank some time to receive the check, cash the check and then apply the proceeds to his loan balance My team estimates this could take 10-days I thank you for bringing this matter to my attention A resolution is in sight I'm sorry this was not addressed sooner. Sincerely, Phil W***Chief Marketing Officer*** *** *** *** *** ***
***

The receipt that we had for ** *** was for $ This amount was refunded on August*, He is claiming that he gave the salesperson $ We asked ** *** for a receipt for the $ To this date he has not been able to provide us with oneIn the interest of
customer good will we will refund ** *** the additional $that he is stating that he gave our salesman.*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
I do not believe at this time there is a fair resolution to this problem since the car obviously has defects, but I do not feel that continuing with this complaint is not my best course of actionI was only given a loaner car after waiting days trying to get rides from friends and finally renting a car so that I could get to work and get my children to campThe dealership has not attempted any communication with me since my car has been in the shop, but I am speaking to their corporate officeI feel that if the dealership truly understood my frustration and concerns, I would not have had to contact Revdex.com and cause my family and myself further frustration and embarrassment
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]The repair performed by the dealer was not done properly as evidenced by the photos supplied to the dealerThe gearing ratio was supplied to the dealer prior to the work they performed because the technician could not figure it outWhen they agreed to do the work they also implied they were capable of doing it properlyThe mere fact that they left the vehicle in a locked position and then stated that a $part was needed to "unlock it" and prevent it from binding is proof further of their unsavory practices of trying to sell unnecessary workWhen my mechanic opened the differential he saw the sad state of what was done by East Hills Jeep. I am not upset about the length of time it took to complete the work only the fact that the work was done improperlyWhen parts are not cleaned, metal shavings left in the housing , a misaligned ring installed, hammer marks on the E locker , old parts reinstalled when I paid for new ones and a broken spring left inside are considered by them as "doing nothin wrong" then how can you beleive in their honesty at all ?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I have not used any portion of the after market warranty that I was misled into believing that it was a factory backed warranty.  My vehicle is covered under the standing factory warranty that comes included with my vehicle. The after market warranty would only be used if it wasn't covered by the factory warranty an longer This mean I should receive a 100% refund. Since the finance manager misled me into believing that zurich was a factory backed warranty how am I supposed to know at the time of purchase that it was not a factory backed warranty, and once I learned it was not factory backed I acted on it. The deceitful nature of the finance manager during our transaction is what caused this issue to begin with. I he had said that the zurich warranty wasn't factory backed, or that I had other options but East hills doesnt provide purchasing options for those plans, I would not have never purchased the after market warranty. The fact stands that the finance manager stated it was factory backed is lying and deceitful, and those statements have caused this problem.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 [redacted]I appreciate East Hills finally releasing the video surveillance to the authorities. I was told on 6/* by your service department that this had already been released, but from your recent statement it would seem as this has only recently been done. This claim was filed with my insurance company the same night of the incident. I will not be going through my insurance company for a loaner, as this is an additional out of pocket cost that I can not absorb at the moment. The vehicle has been claimed as a total loss by my insurance company and I am not able to restore it to the condition it was when handed over to the care of East Hills. I am, and have been, without a vehicle since 6/* when it was discovered that my Jeep was stolen from your locked facility at East Hills.
Again, I ask if a copy of the video surveillance could be released to me for review. That would be greatly appreciated. I do appreciate  you taking the time to look into this matter.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted], I just confirmed with my team the surveillance films have been shared with the police and insurance companies.  Our insurance company has stated this investigation is a "Theft & Recovery" since your vehicle was recovered.  Our insurance company is claiming you must go through your insurance company for loaners and to have your vehicle repaired, since the vehicle was recovered.  From there, I'm told, your insurance company would coordinate with our insurance company for reimbursement. This is as much detail as I've got.  We would be happy to address any of the police or insurance company follow-up questions regarding this matter. Sincerely, Phil W[redacted]Chief Marketing OfficerEast Hills Chrysler Jeep Dodge Ram[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
They sold us a car that they never had- we waited 3 weeks and many inconveniences for our truck. Then when it finally came, they had it equipped with options such as Parking assist that my daughter did not want or could not afford. We just wanted the car that they promised  they would deliver at the price we agreed - just honor your commitment.My daughter should not have to pay for options that she did not order. We took the car because we had to have a car for her to get to work. This was a classic bait and switch they should pay for the additional options not us. Your answer is offensive and hollow it shows your lack of integrity.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are responding to [redacted]'s review with the same response we placed on another review site.  Further, [redacted] and his daughter did not have to purchase this vehicle at all.  I'm sorry he is not satisfied. Dear [redacted], I'm sorry you are not satisfied with your...

daughter's Jeep Compass purchase. Your daughter had very specific demands that caused us to search for the vehicle elsewhere. The Jeep we located for your daughter with the trim, the color and all the options your daughter wanted was harder to find. We found the vehicle with everything your daughter wanted; however, it came with a package your daughter did not request -- the Safety Package. This package includes blind spot monitoring, ParkSense parking assist, Cross-Path detection and Rain Sensitive Intermittent Wipers. This package made the vehicle cost more -- $20 per month more on a lease, which Ed Whiffen split with you for an increase of $10 more per month. I'm sorry you feel this was a bait and switch, a term we don't take lightly. From our perspective, we located the vehicle for your daughter that she wanted with one option she didn't specifically want, but I would imagine would hopefully keep her safe and secure for years to come. This was not a bait a switch. We wish you and your family all our best.  Sincerely, Phil W[redacted] Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram [redacted].

Dear [redacted],   I'm sorry your vehicle was in our shop for as long as it was.  I understand how frustrating this probably was for you and I can understand your concern.    According to the technician that worked on your vehicle, our service manager and our general manager,...

your vehicle was heavily modified and was no longer within manufacturer specs.  You did not provide specifications from your aftermarket shop who installed the items and it takes time determine new settings set by someone else.   We never said the job was done.  We fixed what we believed was causing the problem.  When we test drove your Jeep we realized there was more to be done.  We communicated this to you and you had your vehicle removed.  We reinstalled all your vehicle's parts prior to your removal.  Your repair order stated that your vehicle was not fixed and that you were taking the vehicle.    You cannot install gears backwards.  Every senior technician in our shop was interviewed independently and they all said it was not possible.   I'm sorry you had to wait as long as you did and that your vehicle was still not fixed when you removed it.  We have no reason to be ashamed of ourselves.  We did nothing wrong.   Sincerely,   Phil W[redacted] Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram [redacted]

Dear [redacted],   I'm very sorry you are going through this.  I totally empathize with you.  It sounds like you've put a lot of time into customizing your Jeep the way you want and it is most unfortunate this occurred.    I'm sorry if anything we did or did not do has...

given you the confidence that we are not upset as well.    I know you want your vehicle back the way it was.  While we cannot turn back time, we are, of course, willing to assist you.  Today, we received a claim number from the insurance company who is working on your case.  Troisha from the insurance company should have reached out to you today.  Your vehicle had a lot of aftermarket accessories, and, after speaking with our insurance broker, it was their recommendation that you have the Jeep fixed by the same company who installed all the aftermarket accessories originally.  They've got all your records.  They know the part numbers of the items you purchased.    We are cooperating with the authorities.  In light of all the parties involved, our cadence is dictated by them.  The day your vehicle was stolen, the police suggested we complete a report the following morning as your vehicle was already found.  I'm sorry it appears as though we were not moving fast enough.   Again, we humbly apologize your vehicle was stolen.  We remain committed to assisting you, the insurance company and the police to make things right.   Sincerely,   Phil W[redacted] Chief Marketing Officer East Hills Chrysler Jeep Dodge Ram [redacted]

Dear [redacted],Thank you for giving East Hills Chrysler Jeep Dodge Ram the opportunity to address [redacted]'s concerns.We remain committed to repairing [redacted]'s vehicle. We empathize with her frustrations and concerns.  We have spoken to our team about how we communicate with [redacted]...

and we apologize that she took anything we said as anything other than professional. That was certainly not our intention.[redacted]'s vehicle has been in for service 4 times: 3/**/15 – check engine light –  repaired #6 coil connector 7/**/15 – check engine light –  repaired wiring 7/**/15 – check engine light –  history code [redacted] – cleared the code, road tested 55 miles, no  problem found 7/**/15 – check engine light –  replaced oxygen sensor and catalytic converter.[redacted]'s vehicle is presently in for service due to another check engine light. We have provided [redacted] with a complimentary loaner vehicle while her vehicle is being repaired. We remain in contact with [redacted] and we expect to have her vehicle fixed shortly.Please let us know if we can assist in any other way.Sincerely,Phil W[redacted]Chief Marketing OfficerEast Hills Chrysler Jeep Dodge Ram[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 Phil,I appreciate the response on this complaint. My Jeep was left in the care of East Hills and was stolen from your lot. The claim of the stolen vehicle should not have to go on my insurance policy since this was taken from East Hills private property. By adding this claim to my policy, my insurance will be raised due to the dealerships negligence rather than being added to the dealerships policy where I would assume a hightened security would be required which seems to be costs you are looking to avoid.I would prefer my mechanic to be the person to restore the Jeep to the condition I last left it in the care of East Hills, but I am not willing to pick up the costs when East Hills should be paying for these.It was mentioned that you are willing to help the matter, but yet I have not heard from anyone at East Hills since the incident without even an offer of a loaner vehicle. thank you [redacted]