Family Dealerships Incorporated

[redacted] came in with his father on Saturday, November 11th to purchase a used ***After three hours of negotiating, he finally selected a [redacted] and finalized a dealHis father co-signed with him and they took delivery of the [redacted] Saturday afternoonMonday afternoon, he returned to the dealership trying to cancel the dealHe said his girlfriend told him they couldn't afford the [redacted] and she was mad he had made the decision without consulting her firstIt was explained to him that the process didn't work that way, and that he couldn't return two days later and say he didn't want the vehicleInstead, we offered to trade him out of the vehicle he had purchased and into a cheaper oneAfter further consideration, he couldn't find anything else that suited his needs, so he leftI don't see that Family did anything wrong here and this is just a classic example of buyers remorse after a person makes a purchase without their significant others being involvedNo further action is necessary here on our part

[redacted] came to the service department on 01/07/to have two recalls doneOne was for the ignition switch and lock cylinder and the second was for the drive control moduleNeither of these two recalls have anything to do with the transmission issue she hasIn fact, when our attendant tried to move her car out of the service drive lane it hesitated and wouldn't go into gearWe mentioned that to [redacted] and she said she was aware of the conditionWe then asked if she wanted us to check out the 4wd system for her that was probably causing this problem and the check engine light that was on and told her the cost for each would be $plus taxShe declined the offer to check these issues so we just did the required recallsI have a repair order that shows the work we did and the fact that at the time of arrival to the service line, [redacted] was well aware of the fact that the check engine light was on and the vehicle felt like it was stuck in 4wdIf you need a copy of this repair order, I can send it to you either by fax or e-mail [redacted] had these existing conditions when she arrived for her recalls and she knew itIt was nothing that was done here by our service departmentI don't believe there is any further action required by Family Dealerships at this timeIf you have any further questions or concerns, I can be reached at ###-###-#### or at ***@familyautos.com Sincerely, Frank I [redacted] (General Manager)

To Whom it May Concern,My name is Frank I [redacted] and I am the General Manager at Family DealershipsI have looked into this matter with my service manager, Keith R [redacted] , and obviously, it is hard to determine who is at fault hereWhat is most important however, is that the customer, [redacted] is satisfiedI have reached out to [redacted] ***, both by telephone and e-mail, over the past week or so, and she has yet to respondI am willing to satisfy her with her desired outcome/settlement and fix her vehicle free of chargePerhaps [redacted] isnt responding to me because she has sent this complaint to your officeIf you can reach her, please relay the message that we are trying to satisfy her request and to please contact either myself at ###-###-#### or Keith at ext.***.Sincerely, Frank I [redacted] (GM)

In response to this claim, when [redacted] originally came to the dealership in March of for emissions stickers, the vehicle had a check engine light on due to a faulty oil pressure switchAt that time, we couldn't do the emissions inspection because of this problemOnce we replaced the switch, [redacted] was told she had to drive the vehicle approximately miles to reset the monitors so we could do the necessary inspection and there would be a charge of $for the workNot willing to pay, [redacted] took the vehicle without the stickers and didn't return until a second problem arose several months laterShe had the vehicle towed to Family because it wouldn't startAfter inspecting the vehicle, we discovered the oil plug was missing and there was no oil left in the motorIt was determined that this caused her engine to seizeAfter we replaced the engine, once again, [redacted] was told she had to drive the vehicle miles to reset the monitors so we could perform the emissions check and there would be the same charge of $to put the necessary stickers on She refused to pay again and took the vehicle as it wasDespite her actions, in order to resolve this issue and satisfy a customer at the same time, Family CJDR is willing to perform the inspection and put the necessary stickers on the vehicle as [redacted] has requested free of chargeAs long as the vehicle has been driven the required miles, all she has to do is call the service department, ask for Ray M [redacted] , the service manager, and schedule an appointment

[redacted] has 137,miles on this vehicle, on his visit of 05/22/(see attachment) we had performed additional approved services not related to the check engine light being litJob # on the 05/22/service visit, we ordered a part that will turn the check engine light on, that part was not replaced on that visit due to the special ordered status, thus the check engine light came on when he left, the part was replaced on a later visit of 05/27/14, which also included additional maintenance services, we have no additional complaint from the customer at this timeSincerely

On November 9th, 2016, [redacted] came to our service department complaining of a noise in the front of his [redacted] *** After diagnosing the vehicle, we discovered that it needed a front strutUpon [redacted] s recommendation, when a vehicle needs one front strut, both should be replaced simultaneouslyWe explained this to [redacted] and he said he understood and was willing to pay the $to replace both front strutsAfter we completed this work, [redacted] picked up the vehicle, drove a few blocks and returned complaining of another noiseWe diagnosed the vehicle a second time and found it also needed a front wheel hub-bearingBecause we didn't find this on our first check, we didn't charge a second diagnostic fee and replaced the wheel hub-bearing free of charge [redacted] only paid for struts he agreed to pay for on the original repair orderI don't believe there is any further action required by Family Dealerships

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Hello I am rejecting this offer because this company is still being dishonest I'm not exactly sure who Mr I [redacted] is however most of what he is saying is untrueHe states that they have invoices , they would because they are the ones who generated them Upon my arrival I pulled up to the entrance of the service departmentI remained in my truck until a gentlemen came and gave me instructions on what to do next I was told to go inside to the service deskAt this time the female associate took my informationShe then asked if I would be leaving or waiting for my truck to be servicedI told her I would be waiting, she then directed me to the customer waiting areaI remained there for for a couple hoursWhen my name was called I walked back to the service deskAt this time while my keys were being handed to me I was told by the same women that my truck was in need of a lot of work I simply said okay After giving me my keys she again began to say that the truck was a danger to drive and that I shouldn't drive itAs I stated before my truck was not in prefect condition it was years old, however I kept the daily upkeep maintained, especially the engine and transmissionHer demeanor was very aggressive and honestly I felt a little uneasy but I ignored it and thought that, that was her way of maybe trying to scare me into getting other work doneAfter the young lady gave me the paper work I went to get in my truck that was parked in the parking spot I put my key in the ignition then into reverseMy truck wouldn't moveI went back inside the building and explained to the young lady what was going onAt this point she aggressively defended her dealershipShe told me that my truck came in like that which is no where near the truthI live mins from the dealership and when leaving my house I had to reverse to get out the parking spot, then when I got to the dealership they also had to reverse the truck to actually get inside the service areaUp into that point my truck was reserving fineThe only thing that happened between me arriving with a truck that goes into reverse and leaving was the recallsThe dealership continues to say that the recalls couldn't affect the transmission but that's not trueThe recall that was performed is actually a computer function that controls the transmission All I want is for my truck to run the same as it did before I took it to that dealership.Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

This complaint seems fairly simple to resolve [redacted] initially came to the dealership trying to purchase a [redacted] but was denied at first due to credit issuesHe returned to the dealership on July 16th, with a qualified co-signer and purchased the vehicle as a joint loanAt that time, he drove the vehicle, inspected the vehicle, and signed several documents needed to complete the purchaseClearly stated on many of these documents are the specific model of the vehicle which lists it as an LS not an SS.(All of these documents can be sent to you for review upon request)At that time as well, insurance was put on the vehicleThe insurance company requires a vehicle identification number which also indicates the model of the car as well [redacted] would have been informed again at that time by the insurance company of the modelA [redacted] SS would cost significantly more to insure than a base model LS, as would the general cost of the vehicleAn SS model would be several thousand dollars more than the LSEven the general appearance of the car is differentThe tires, interior design, emblems and general cosmetics and equipment are different on the SS than the LSIf [redacted] truly searched for this vehicle on the internet as he stated he did, he would have undeniably known these differencesIf not, upon seeing the vehicle, driving it, signing paperwork which clearly stated the LS model and insuring it, he would have certainly been alerted to these facts As far as advertising the vehicle incorrectly, the information on all our vehicles posted on our website, is directly pulled from a system we use called Reynolds and ReynoldsI checked this system and once again, it clearly displays the [redacted] ’s model as LSThis is also the system used to print the necessary paperwork for the dealAll these factors add up to one simple fact, there was no way [redacted] didn’t know what model vehicle this [redacted] was when he purchased it I think the main issue here is [redacted] no longer wants this vehicle and doesn’t know any other way to try and default on his loanHe came in several times trying to trade out of it, but because of his credit challenges, and the short length of time he has been in the vehicle, we told him he had to make a few more payments, and possibly, a year or so from now, as long as he makes timely payments, we may be able to help him If he truly has any concerns with the vehicles tires or anything else we may be able to help him with, he can contact his salesperson and we can see what we can do to assist himOtherwise, I think this complaint has been answered to the best of my abilities Thank you for your time and consideration in this matter, Sincerely, Frank I [redacted] G.S.M

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:There are two sides to every story, and here is mine The documents and repeated calls to check the status of my vehicle will prove that Family [redacted] have turned the events that occurred so that they to appear to be the victim in the situationPlease let me respond back to each and every lie that they have provided you with First and foremost I wish I never had to go back to the dealership that sold me the car for repairs or any help at allThey sold me a product that was defective and made my life a nightmare to “resolve” the issue in which they still have notI do not look for confrontation with anyone or need poor service in my life A car was sold to me that is a LEMON and the service records and evaluation of the vehicle will prove to you From the FIRST MONTH I had the vehicle I had issues with it, even told the dealer I didn’t want the car but they assured me it was okayI needed to replace Tires, Brakes and Rotors and get a new alternator within the first month Second month I had to get another alternator replaced in the vehicleLet’s not forget when the “Sales Manager” Dave asked me to spell Manager for them thinking my problems were a jokeI do not want to get off topic from the situation at hand and that is the disrespect, neglect, and horrendous customer service When I brought the overheating issue to them I paid $to have a diagnostic of the vehicleAs a result they told me the wrong coolant was placed in the vehicle which is incorrect because a universal coolant was used in the engine from time of purchase at the dealershipAfter they diagnosed the issue I returned with the vehicle and left it for another night to get the coolant flushed and changed (they claim that was the issue)So at this point I am currently about $out of pocketThe next day I returned to pick the vehicle up at dealership and was assured by Hector the vehicle was driven for miles and nothing was wrong with it I left the dealership to get around miles away to have the vehicle overheat again Then days go by, not a week later as they claimed, the vehicle was brought in after numerous phone calls were placed with Hector concerning it overheating AGAINHector asked for us to send pictures to prove it was still overheating I have copies of the video and pictures sent via email to Hector Vehicle was taken back to the dealership to get the Head Gaskets testedAfter a few days I called checking status of the vehicle and was told the dealership was in contact with [redacted] to see what needed to be done At that time I asked for a courtesy car as for I was using my motorcycle to get to and from work rain or shineHector stated that the dealership does not offer a courtesy car service, therefore at this point I had to pay out of pocket for a rental vehicleAnother week passed with numerous calls to check on the vehicle and told still awaiting word from the ManufacturerOn Friday a week and a half into the day repair I contacted Hector and stated that I need a car and at that point they provided me with a rental car from enterpriseAnother day and more calls were placed concerning the status of the vehicle and I was told that they snapped a bolt into the long block and need to contact [redacted] on a repair recommendationDays pass by and another call is placed and was told at this time they are going to try and use a Heli coil repair so that they didn’t have to replace the entire long block Another few days pass by and I call pressing for the status of the vehicle when I am told they are unhappy with the Heli coil and would like to contact [redacted] on getting a new long blockIn the remaining weeks Hector called and stated that they wanted me to return my rental car to come pick up a courtesy carWhich is odd because they didn’t “offer” this service weeks ago So yet another time I had to drive down to the dealership concerning my vehicle and swapping into another carAnother week passes by and Wednesday I called checking the status of my car and told it will be road tested and cleaned before my return, and would be completed by Thursday afternoonAt this point the vehicle has been with the dealer for consecutive calendrer daysAt the end of the next working day I went to pick up my vehicleI arrived at the dealership to find my car not washed, stain still in the backseat, and my engine with antifreeze sprayed everywhere as well as the fuel light was on The car was given to them with a clean interior, half tank of gasI feel they had no respect for me as a customer and or a person, to return my vehicle in this conditionAfter I asked the service manager Keith “would you accept your car back like this?” he began to bite his nails I said “Keith it is a Yes or no question.” At that point Keith looked at my father and me and said “take your keys and get off the lot.” My father, deaf in his left ear turn to me and said “What did he just say?” I proceeded to say he told us to get off the lot and leave as Keith started to walk awayMy father walked alongside Keith saying “you can’t do this us, you need to clean this car.” Keith then stated he was going to get the General Manger Keith returned alone minutes later stating they could clean my vehicle next week as a COURTSEY to me I took enough days and time off of work to pick this vehicle and rental car up that I could not take yet ANOTHER day off concerning this vehicleI work until 5pm every day and the service department leaves at “5” o’clock everyday (REALLY 445PM)There was no physical contact nor did my Father press for a physical altercation Stated in the comment from the dealership my father also was never told to leave the premises directly due to any type of altercation In fact they reversed the occurrence of events to make it seem we got physical and told to leave, which is not even close to the case.The dealership is stating that the incorrect coolant is to blame for the head gasket failureWhen I brought the car in the beginning I had to get info on the warranty I had remainingI was told until November or 100,miles whichever comes first Also at the time I was told if the car if from SELF-NEGLECT they will not repair the car under warranty The question is why are thy blaming the coolant to be the reason of failure Wouldn’t that be MY fault and self-neglect on my end? That was a lie on their behalf I was told it was a defective engine If it was not a defective engine wouldn’t they have charged me thousands of dollars to fix this matter? They fixed it because of a defective vehicle and due to all the money lost they are taking this matter out on meThe experience I had with this dealership was a train wreck from start to finish All I wanted to do was get my car fixed because of something that was beyond my controlsFamily [redacted] Says “They treat you like family” on their TV and radio commercials If they treated me like family, and stood behind what claimed I would not be writing this letter to you right now...Today I was informed by Frank at [redacted] Care that due to the fact that I contacted you about my experience with Family [redacted] the dealership has now withdrawn the offer to detail my car Regards, [redacted]

My name is Frank I [redacted] General Manager at Family Dealerships [redacted] purchased this [redacted] months agoHe paid $for the vehicle, not $He did purchase an extended warranty and gap coverage, which cost an additional $2150, along with the required taxes, tags, and doc fees which totaled $He put $dollars down and financed a balance of $At the time of purchase, the vehicle was in excellent condition and had only 21,miles on itA [redacted] was provided to [redacted] at the time of purchase showing the vehicle had no prior accidents, odometer discrepencies, title brands, etcAt that time, he was charged fair market value for this vehicle, which was $If he didn't feel this was a fair deal, he didn't have to purchase the vehicle I don't know where he is currently getting his information regarding the ***'s value being $3000, and I'm not sure what he is requesting concerning the deal, but if you need anything further from me, I can be reached at ***@familyautos.comI would be more than happy to assist you in any way I can regarding this matter

All failure codes are associated with the "Check engine light" the vehicle had active codes when we test drove the vehicle and the "check engine light" did come on, although the fault codes can be pulled from all modules without the light going on, after evaluation of present and stored codes we performed *** recommended services that were approved by the customer that could possible cause the concern(please review prior submitted correspondence), we are now becoming redundant, this vehicle has thousand miles, and the condition the customer is intermittently experiencing can be caused by many electrical issues, being intermittent, we can only recommend logical possible repairs and or maintenance, and can not pinpoint the failure, the customer can continue to invest and approve in repairs with no better outcomeOur service manager has advised *** *** from the beginning that the vehicle is not worth the investmentwe tried to trade the vehicle but the customer was unable to secure financing.
we understand the customers frustration, but we are unable to provide any additional help at this time except for trade in of the vehicle

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***

*** *** visited our facility on 04/11/for vehicle repair and maintenance, the next visit was 04/17/concerning an air bag light and a complaint of l/f door hard to close, we lubricated the door hinge, which corrected the problem, this condition was not a result of any damage.On the visit of
04/21/the customers complaint concerning damage was reviewed by the service manager and our body shop owner, along with a review with the tech, and was concluded that the damage on the lower part of the door skin was not a result of any damage that could have occurred in our facility, due to the location and condition of the damageon 05/05/the customer called the dealerships Operations Manager, who then instructed the Service Manager to take photos of the damage for further investigationafter an additional review we again concluded that the damage could not have been done at our facility, As an opinion from our body shop owner who inspected the damage it possibly could be the result of the door hitting a curb, since concrete dust was evident on the damageWe regret the inconvenience to the customer but must respectfully decline responsibility

*** *** leased a vehicle from Family three years agoAs any good salesperson would do, when *** *** lease was coming to maturity, Jack P*** contacted him and suggested he come in and lease or purchase another vehicle from himAt that time, *** *** told Jack he was over mileage and
asked how that would affect him being able to get another vehicleJack told him if he came back to Family, we would purchase his vehicle for our used car lot, which we do on a regular basis, and that would relieve him of responsibility of the excess mileageInstead, *** *** went to another dealership, told them Family was going to be responsible for the money owed due to excess mileage and of course, they gladly sold him a car without explaining the consequencesI believe *** *** should be upset with the salesperson that knew the situation and the consequences that came with it, but took advantage of him not understanding this process, just to sell him another vehicleI'm not sure what he means by he got scammed by Jack P*** and Family, but we didn't do anything out of the norm with regards to handling this type of situationIf *** *** would have returned here to Family we would have purchased the vehicle, payed off the excess mileage and put it on our used car lot for sale as promised, and he wouldn't have the issues he is having nowOnce again, he probably should be contacting the dealership and the salesperson that sold him his latest vehicle and ask them for an explanation, rather than trying to report Family to the Revdex.com for no reasonThere is no further action required here on Family Dealerships part. Sincerely, Frank I*** G.M

Our records show a possible match to the complainant under customer name of *** ***This complaint has been addressed in full detail with the Office of the Attorney GeneralWe have attached the written documentation of that complaint to this Email for your review, after an additional
review, we find no change in our positionAll work was inspected, quoted, and approved, and completed based on our findings, additionally we regret that the customers repair contract does not cover the full charges, of which the remaining balance is the responsibility of the customer, prior to approval of work to be performed, the customer has full discretion to decline all repairsSincerely

June 16, 2014
We are in receipt of you letter dated June, 2014.The damage referred to in the complainants report, was determined thorough inspection, interview with the technician, and all personnel associated with the movement of this vehicle.We have carefully inspected the damage and found it to not be the responsibility of Family CDJRWe have advised the customer as to our position and why, and to contact their insurance co, for further assistance in the repair, should his insurance deem the responsibility ours, they in turn will subrogate the claim.We have also enclosed prior E correspondence (04/11/14) addressed to the Revdex.com concerning this complaint for your additional review,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I'm tired of the everyday consumer being wrong and huge corporations always rightI was overcharged on work done to my vehicle and do not believe that they are allowed to gett
away with itcontact *** warranty department regarding this matter they were the ones that informed me of the overcharge and I wasn't informed on any out of pocket expense other than my deductible until the work on the vehicle was completedAnd in addition if you check the paperwork that was submitted the work done on the van wasn't what it went in for
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 When the business contacted me previously, the offer they made was 50% off of the cost, that was not satisfactory to me, and is why I didn't respondI accept this resolution and I appreciate the offer to repair my vehicle free of charge.
Regards,
*** ***

May 22, To Whom It May Concern:On or around April 11, I took my vehicle in for service to the Family Chrysler Dodge Jeep Ram dealershipAfter the work was complete, I received my car and drove off the lot; at that time, there seemed to be something wrong with the door when I closed it, I then called the dealership to inform them of the problem and I was given an appointment to come backI took my car back to the dealership around /18/At that time they told me that they "oiled the door" to fix the problemAfter the door was oiled, it did close with no problem and I had no further complaintsApproximately two/three days later, I was washing and drying my car and came across damage to the lower part of the drivers doorI immediately called the dealership to inform them and was told to bring the car in to be looked atThe following day I arrived at the dealership, checked my car in and waited for hours for one of the service technicians mechanics to look at my car, I was then called up by the service writer to be told that a hole in in y tire was plugged, which I would not be charged for, however, the damage to my vehicle was not their faultI then asked to speak with the service manager, who then told me the same thingIn addition, the service manager informed me that his own mechanic would fix my for $I left without any comfort.About a week later, I returned to speak with someone in authority and at that time, I had someone else with me to show how a customer is treatedI was astounded by the W3G treated; instead of someone going to get the general manager to speak with me one of the employees told me to go outside the building to call the dealerships main dial the general managers extensionI did what was asked of me, went outside, and called the general manager, but of course, I was sent to the voice mailI clearly stated that I was in the showroom area, I wanted to see someone, and that I was not satisfied with those I had prior contact with, about minutes later someone did call me back, but was not willing to see meThe man then stated that the same service manager would be out to take pictures of the carThis was now weeks after my first attempt to fix the problem.I have given this dealership many opportunities to fix the damage to my car, but instead I have been given the run aroundThis is now over a month later and I still have no resolveI have been dealing with this dealership since I brought my car on January 12, and have only gone to them for all maintenance and repairsI do not deserve this kind of unprofessionalismfrom this business and there is nothing left for me to do but file a complaint, which was my last resort. Sincerely,

On May 5th, ** *** had her car towed to Family with a no start issueOur service department found that her Pacifica needed a skim moduleWe informed *** *** of this and got her authorization to fix the problem and that the cost would be $750. She left us a $
deposit and told us to complete the repairs. At that point, we ordered the part for her and waited for it to arriveOnce it did, we installed it and found the part to be defectedWe told *** *** the part we were sent was no good and that we had to send it back and re-orderShe agreed and told us to call her when the vehicle was repairedUnfortunately, the second time we ordered the skim module it had been placed on back order(meaning neither the factory nor any surrounding dealers had the part available.) Once we did eventually get the skim module in and installed it, we found that the vehicle also needed a PCM module.(You wouldn't know the vehicle needed a PCM until the Skim module was replaced.) We contacted ** *** and told her the PCM was needed to complete the job and she got upset and refused to pay for anything elseAfter our service manager, Keith, contacted her and explained the situation, she understood and made an agreement with him to pay the balance of $450 on the 1st of July and to have her car towed outWe offered a discount to complete the repairs but *** *** said she didn't have the money at this timeI don't believe we did anything wrong or out of the norm in this situationIt is simply a matter of the customer not having the money to complete the job, even at a discounted price Thank you for your time and consideration in handling this matter for Family Dealerships, Sincerely, Frank I*** G.S.M