Family Dealerships Incorporated

We are regretful that this first time customer had an unpleasant experience with our service department, after review we have concluded that the main issue is an aftermarket, non-*** warranty, not purchased from our dealershipThe payment contribution, from the warranty company was below the
retail purchase price of our services, we regret, the customer is responsible for the difference, but we review this possible scenario at the time of write up, and the information was confirmed by *** ***, the owner of the vehicleOnce again we apologize for any misunderstanding

This complaint seems fairly simple to resolve. [redacted] initially came to the dealership trying to purchase a 2012 [redacted] but was denied at first due to credit issues. He returned to the dealership on July 16th, 2015 with a qualified co-signer and purchased the vehicle as a joint loan....

At that time, he drove the vehicle, inspected the vehicle, and signed several documents needed to complete the purchase. Clearly 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 vehicle. The 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 model. A [redacted] SS would cost significantly more to insure than a base model LS, as would the general cost of the vehicle. An SS model would be several thousand dollars more than the LS. Even the general appearance of the car is different. The tires, interior design, emblems and general cosmetics and equipment are different on the SS than the LS. If [redacted] truly searched for this vehicle on the internet as he stated he did, he would have undeniably known these differences. If 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 Reynolds. I checked this system and once again, it clearly displays the [redacted]’s model as LS. This is also the system used to print the necessary paperwork for the deal. All 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 loan. He 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 him. Otherwise, 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.

In response to this claim, when [redacted] originally came to the dealership in March of 2015 for emissions stickers, the vehicle had a check engine light on due to a faulty oil pressure switch. At that time, we couldn't do the emissions inspection because of this problem. Once we...

replaced the switch, [redacted] was told she had to drive the vehicle approximately 100 miles to reset the monitors so we could do the necessary inspection and there would be a charge of $225 for the work. Not willing to pay, [redacted]  took the vehicle without the stickers and didn't return until a second problem arose several months later. She had the vehicle towed to Family because it wouldn't start. After inspecting the vehicle, we discovered the oil plug was missing and there was no oil left in the motor. It was determined that this caused her engine to seize. After we replaced the engine, once again, [redacted] was told she had to drive the vehicle 100 miles to reset the monitors so we could perform the emissions check and there would be the same charge of $225 to put the necessary stickers on.  She refused to pay again and took the vehicle as it was. Despite 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 charge. As long as the vehicle has been driven the required 100 miles, all she has to do is call the service department, ask for Ray M[redacted], the service manager, and schedule an appointment.

A review has been completed by our general sales manager concerning the customers vehicle, approval has been given to complete a Pa Safety and Emissions inspection and any necessary repairs at no charge to the customer. but all work must be completed at our facility. the customer may at their...

convenience, schedule an appointment through Mr. Marion P[redacted], their sales representative thank you

To Whom it May Concern,My name is Frank I[redacted] and I am the General Manager at Family Dealerships. I have looked into this matter with my service manager, Keith R[redacted], and obviously, it is hard to determine who is at fault here. What is most important however, is that the...

customer, [redacted] is satisfied. I have reached out to [redacted], both by telephone and e-mail, over the past week or so, and she has yet to respond. I am willing to satisfy her with her desired outcome/settlement and fix her vehicle free of charge. Perhaps [redacted] isnt responding to me because she has sent this complaint to your office. If 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.[redacted].Sincerely, Frank I[redacted] (GM)

[redacted] came to the service department on 01/07/2016 to have two recalls done. One was for the ignition switch and lock cylinder and the second was for the drive control module. Neither of these two recalls have anything to do with the transmission issue she has. In fact, when our attendant...

tried to move her car out of the service drive lane it hesitated and wouldn't go into gear. We mentioned that to [redacted] and she said she was aware of the condition. We 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 $110 plus tax. She declined the offer to check these issues so we just did the required recalls. I 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 4wd. If 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 it. It was nothing that was done here by our service department. I don't believe there is any further action required by Family Dealerships at this time. If you have any further questions or concerns, I can be reached at ###-###-#### or at [redacted]@familyautos.com.                          �...⇄ Sincerely,                                   ...⇄ Frank I[redacted]  (General Manager)

My name is Frank I[redacted]. General Manager at Family Dealerships. [redacted] purchased this [redacted] 17 months ago. He paid $16519 for the vehicle, not $20000. 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 $20672. He put $1000 dollars down and financed a balance of $19672. At the time of purchase, the vehicle was in excellent condition and had only 21,000 miles on it. A [redacted] was provided to [redacted] at the time of purchase showing the vehicle had no prior accidents, odometer discrepencies, title brands, etc. At that time, he was charged fair market value for this vehicle, which was $16519. 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 [redacted]'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 [redacted]@familyautos.com. I would be more than happy to assist you in any way I can regarding this matter.

[redacted] came in with his father on Saturday, November 11th to purchase a used [redacted]. After three hours of negotiating, he finally selected a 16 [redacted] and finalized a deal. His father co-signed with him and they took delivery of the [redacted] Saturday afternoon. Monday afternoon, he returned to the...

dealership trying to cancel the deal. He said his girlfriend told him they couldn't afford the [redacted] and she was mad he  had made the decision without consulting her first. It 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 vehicle. Instead, we offered to trade him out of the vehicle he had purchased and into a cheaper one. After further consideration, he couldn't find anything else that suited his needs, so he left. I 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 involved. No further action is necessary here on our part.

On 6/21/16, celebrating my 5yrs old day I had a miss message on my voicemail saying the part came in and it was repaired and that there was another problem which was going to cost around another thousand dollars after waiting 7 weeks there was no chance I Was waiting any longer or paying that much  I Asked them to just release my car to me and take the initial checkout fee and returned my balance of the money I gave to them they explained to me that there was nothing that they could do about putting the piece on the car and then my car will be of no use if they took the part off I did not okay the extra work and told them that I wanted my car released from their dealership I gave them $300 which would be able to cover the check off and I will get the repairs done elsewhere they explain to me that they could not do it and then I wouldn't have to pay them for the repairs that they already did on my vehicle I agreed to pay them $350  covering the remaining balance on the repairs they did and  tow my vehicle from the dealership I didn't know what else to do

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:the dealer, and service Manager are lying. Never have they told me that I should trade my vehicle in.They were trying to get me to trade my 2013 [redacted]. They found financing, however I wasn't interested.I've spent 2500 dollars, and I'm having the same problem. I spent 38,000 dollars on this car, and have taken very good care of it.
 People are having this same problem with [redacted], and [redacted]'s all over the country, and service @ dealers are giving everyone the run around. People are spending thousands of dollars, and still having the problem.To find out after the fact that the PCM is bad.
 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 untrue. He 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 department. I 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 desk. At this time the female associate took my information. She then asked if I would be leaving or waiting for my truck to be serviced. I told her I would be waiting, she then directed me to the customer waiting area. I remained there for for a couple hours. When my name was called I walked back to the service desk. At 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 it. As I stated before my truck was not in prefect condition it was 10 years old, however I kept the daily upkeep maintained, especially the engine and transmission. Her 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 done.. After 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 reverse. My truck wouldn't move. I went back inside the building and explained to the young lady what was going on. At this point she aggressively defended her dealership. She told me that my truck came in like that which is no where near the truth. I live 7 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 area. Up into that point my truck was reserving fine. The only thing that happened between me arriving with a truck that goes into reverse and leaving was the recalls. The dealership continues to say that the recalls couldn't  affect the transmission but that's not true. The 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 2012 [redacted] but was denied at first due to credit issues. He returned to the dealership on July 16th, 2015 with a qualified co-signer and purchased the vehicle as a joint loan. At...

that time, he drove the vehicle, inspected the vehicle, and signed several documents needed to complete the purchase. Clearly 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 vehicle. The 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 model. A [redacted] SS would cost significantly more to insure than a base model LS, as would the general cost of the vehicle. An SS model would be several thousand dollars more than the LS. Even the general appearance of the car is different. The tires, interior design, emblems and general cosmetics and equipment are different on the SS than the LS. If [redacted] truly searched for this vehicle on the internet as he stated he did, he would have undeniably known these differences. If 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 Reynolds. I checked this system and once again, it clearly displays the [redacted]’s model as LS. This is also the system used to print the necessary paperwork for the deal. All 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 loan. He 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 him. Otherwise, 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.

[redacted]'s car was brought to Family Dealerships service department with and overheating concern. After it was looked at, we came to realize that the wrong coolant was put into the vehicle and several other repairs were made at the previous place it was serviced. We also determined...

that the vehicle had been driven for quite some time with this wrong coolant and it had over-heated several times because of this. Family's mechanic replaced the coolant, flushed the system and took the vehicle on an extended test drive to see if everything was okay. After that, the vehicle was returned to the customer. Approximately a week later, the customer brought the vehicle back claiming it was over-heating again. Once again, Family mechanics checked it and then found that the heads were warped due to the numerous over-heating incidents prior to it being serviced at Family. The customer agreed to the diagnosis and authorized us to work on the vehicle. We gave him a service loaner to drive and ordered the parts needed for the repairs. While the mechanic was replacing the heads, he noticed one of the head bolt chambers in the block was cracked and unrepairable. The only way to have fixed this problem was to replace the entire long block which we did at no cost to the customer. In fact, all of the work done to this vehicle regarding this particular problem was done at no cost to the customer. It was all covered under powertrain warranty. When [redacted] returned to the dealership to pick up the car, he had his father with him. His father started complaining about the condition of the car. He said it was dirty and we mistreated his son in every way possible. He became combative and threatened our service manager, hollering obscenities and bumping into him on two occasions trying to provoke a physical confrontation. We asked [redacted] to remove him from the premises which he eventually did. At that point, we told [redacted] if he wasn't satisfied with the condition of his car we would have it professionally detailed as a good faith gesture. He agreed to this and told us he would be in contact to arrange an appointment for this detail to be done. His original problem of over-heating which he came to the dealership for has been corrected. If he choses to get the car detailed free of charge that would be the only remaining action required by Family Dealerships.

Sorry for the delay in answering this complaint, I was out of town on business. [redacted] came to the dealership on 4/26/2017 complaining of no heat coming out of the passenger side vents. At that time we found the heater core was clogged and the blend door inside the heater box housing was...

sticking. We replaced the rear heater core and the heater box housing and the problem was fixed. [redacted] took the vehicle and returned on 5/5/2017 complaining that the vehicle was overheating. The second complaint had nothing to do with the first. Two completely separate issues. At that time, we found his heater hose bundle line had split. We replaced the heater hose bundle and that concern was fixed. Each of [redacted] visits didn't cost him anything as both the repairs were covered under factory warranty. His concerns weren't immediately addressed because he showed up at the dealership originally without an appointment. Nevertheless, his vehicle was eventually repaired for both issues and all is good now. Not to mention the fact that he was given one of our service loaners while the repairs were being done which he trashed while using it for [redacted] services. I don't see anything done wrong here by Family Dealerships, Inc. and I don't believe there is any further action necessary by our establishment. If anything, I would like to be reimbursed for the detail bill to clean the loaner he was provided with and the gas he used and was supposed to have replaced before returning the vehicle.     Sincerely,     Frank I[redacted]  G.M.

On November 9th, 2016, [redacted] came to our service department complaining of a noise in the front of his 2015 [redacted] After diagnosing the vehicle, we discovered that it needed a front strut. Upon [redacted]s recommendation, when a vehicle needs one front strut,...

both should be replaced simultaneously. We explained this to [redacted] and he said he understood and was willing to pay the $1036.26 to replace both front struts. After we completed this work, [redacted] picked up the vehicle, drove a few blocks and returned complaining of another noise. We diagnosed the vehicle a second time and found it also needed a front wheel hub-bearing. Because 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 order. I don't believe there is any further action required by Family Dealerships.

[redacted] has 137,075 miles on this vehicle, on his visit of 05/22/14 (see attachment) we had performed additional approved services not related to the check engine light being lit. Job # 2 on the 05/22/14 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 time.
Sincerely

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] 
 My vehicle was not taken to the dealer for a check engine light. The vehicle just shuts off without any warning while sitting @ a light or stop sign. There are no check engine lights on.Car is running perfectly fine, and just stop. Will start right back up though.Ive spent 2500 dollars @ the dealer and the problem persists.
 I've gone on line and see that there are many people with 2006,and2007 [redacted]. And [redacted]'s having this same problem with their cars.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 situation. Please 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 all. They sold me a product that was defective and made my life a nightmare to “resolve” the issue in which they still have not. I 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 okay. I 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 vehicle. Let’s not forget when the “Sales Manager” Dave asked me to spell Manager for them thinking my problems were a joke. I 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 $118 to have a diagnostic of the vehicle. As 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 dealership. After 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 $310 out of pocket. The next day I returned to pick the vehicle up at dealership and was assured by Hector the vehicle was driven for 31 miles and nothing was wrong with it.  I left the dealership to get around 4 miles away to have the vehicle overheat again.  Then 2 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 AGAIN. Hector 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 tested. After 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 shine. Hector 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 vehicle. Another week passed with numerous calls to check on the vehicle and told still awaiting word from the Manufacturer. On Friday a week and a half into the 32 day repair I contacted Hector and stated that I need a car and at that point they provided me with a rental car from enterprise. Another 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 recommendation. Days 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 block. In the remaining weeks Hector called and stated that they wanted me to return my rental car to come pick up a courtesy car. Which 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 car. Another 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 afternoon. At this point the vehicle has been with the dealer for 32 consecutive calendrer days. At the end of the next working day I went to pick up my vehicle. I 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 gas. I feel they had no respect for me as a customer and or a person, to return my vehicle in this condition. After 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 away. My 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 5 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 vehicle. I 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 failure. When I brought the car in the beginning I had to get info on the warranty I had remaining. I was told until November or 100,000 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 me. The 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 controls. Family [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]

Review: I have taken the vehicle back to the Dodge dealer "several" times and still none of my issues were addressed or resolved!I have taken it there 4 to 5 times,paid for 2 diagnostic test @ $100 each time. There are various other problems that contiune and maybe to many to list ! But I will tell you that they stated they needed $300 dollars to address one issue and was not sure that was even the problem. I am retired and live on a fixed income. My wife has had surgery,strokes and other medical issues. In the event of an emergency I don't even have a reliable vehicle. I make my payments on time each month and can't understand why Im having such a difficult time recieving help. I have had to rent 2 differant vehicles which I can"t really afford just for transportation!Desired Settlement: I only want whats right to be done,and treated like an American Consumer.I need a "reliable"vehicle whether it be a refund or replacement,I just want the problem resovled.... Thank you !

Business

Response:

We have reviewed [redacted]'s service history, we were presented with a few different electrical problems since April 17, 2013 first concerning check engine light on for low battery voltage which was a repaired wiring (possible issue) and paid for, on April 19 2013 the vehicle was towed to us and had a failed battery, replacement was approved and paid for on April 25 2013 the customer again complained about a starting condition, but no condition was found, we checked it out no charge to [redacted], on May 5, 2013 the customer came in with a check engine light on and we compleated diag. and found, new, unrelated codes from prior visits, of which the customer declined any first step repair or aditional diagnostic labor time.

[redacted] has mulitple issues with his vehcile, however we must charge labor in order to check out different issues or concerns, which may be new. Any approved work we did on the vehicle will always be checked no-charge to the customer.

sincerely

Operations Manager

Family CJDR

Review: On February 4, 2014 I spoke with salesman Marion P[redacted]. Mr P[redacted] started working with me on purchasing a 2006 [redacted]. After approval of sale, Mr P[redacted] told me that I didn't have any worries that this vehicle was certified. After returning to the dealer (same day) I was taken to an office to sign papers completing the sale. It was during time that I found out that a warranty was added to the sale. After the sale was completed Mr. P[redacted] told me that I didn't have any worries that the warranty covered everything but the tires. If I get a flat tire that would be left on me to fix.

On August 7, 2014 I took the vehicle in for inspection and was told by the service supervisor (Shannon H[redacted]) that I had over $1200.00 worth of repairs for the vehicle to pass inspection. I told him that is impossible because I only had 6 months with the vehicle and that the vehicle was certified when purchased. Mr H[redacted] suggested that I talk with the salesman who sold me the [redacted].

When I noticed Mr P[redacted] at his desk I went over to talk with him and explained my situation. After we talked for several minutes he went over to talk with the service supervisor. Upon his return he called the service department a bunch of crooks and tried to sale me a 2014 vehicle with no mileage on it for $500.00 dollars a month. I told him I didn't have any money. He continued to try to push the deal through and it didn't happen. Mr. P[redacted] finally told me to take my [redacted] to [redacted] that was near my home and I left with no repairs done to my vehicle. I was very angry because I realized I was taken when I mention for a third time the vehicle was certified Mr P[redacted] told me we don't sell certified vehicle here.Desired Settlement: That my vehicle be brought up to state inspection confirmation (not by this company, but at another company of my choice) and paid for by Family Chrysler

Business

Response:

A review has been completed by our general sales manager concerning the customers vehicle, approval has been given to complete a Pa Safety and Emissions inspection and any necessary repairs at no charge to the customer. but all work must be completed at our facility. the customer may at their convenience, schedule an appointment through Mr. Marion P[redacted], their sales representative thank you