Family Dealerships Incorporated

Review: On or around April 11, 2014 I took my vehicle in for service to the dealership. After the work was completed I received my car and drove off the lot. there seemed to be something wrong with the door when I closed it. I then called the dealer back to inform them of the problem, in which they gave me an appointment to come back. I took my car back their around 4/18/2014. At that time they told me that they "oiled the door" to fix the problem. At that time the door did close with no problem. I then had no complaints. then about 2-3 days later I was washing and drying my car, I came across damage to the lower part of the driver's door. I immediately called the dealership to tell them and was told to bring the car in to be look at. the following day I arrived at the dealership, checked my car in and waited for 3 1/2 hrs. for the to look at my car. I was then called up by the service writer to be told that a hole was plugged in my tire that I would not be charged for. But the damage was not their fault. I then ask to speak with the service manager, who then told me the same thing. The service manager also informed me that his own mechanic would fix the door for $600.00 I left without any comfort. Then about a week later I returned to speak with someone in authority, at this time I was with someone else to see how a customer is treated, and was told to go outside the building to call the dealership's main number then dial the general manager's ext. At that time I was sent to the voice mail. I clearly stated that I was in the showroom area and that I wanted to see someone, and that I was not satisfied with those who I previously had contact with. About 10 minutes later someone did call back, but was not willing to see me. He then stated that the same service manager will be out to take pictures of the car. This was now 4 weeks after my first attempt to fix the problem.Desired Settlement: Take ownership of the damage and fix the problem the was caused in their shop.

Business

Response:

[redacted] visited our facility on 04/11/14 for vehicle repair and maintenance, the next visit was 04/17/14 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 04/21/14 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 damage. on 05/05/14 the customer called the dealerships Operations Manager, who then instructed the Service Manager to take photos of the damage for further investigation. after 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 damage. We regret the inconvenience to the customer but must respectfully decline responsibility.

Review: We took our SUV to be diagnosed at this establishment. It was diagnosed and we were told the issue was "covered" under our warranty which was told to us that we would only need to provide a $110 fee for the diagnosis/warranty deductible. This was not so. After receiving the paperwork, we were told later that the charges would add up to over $200 because of the location where we having the services performed. Not only this, but for an entire day there was no contact whatsoever between this establishment who had our car in their possession and us on the issue. We had to call them back the day after that because there was still not feedback. Finally, they requested the paperwork be signed which was never received and they never confirmed receipt by us. After the paperwork was signed and the claim was sent to our warranty company, they have told us now that they will not begin work on the car until after the claim goes through or we have to pay the full amount. This is completely unacceptable. The diagnosis shown was covered under our warranty, therefore, we should have to pay only our deductible and the car should be worked on immediately. The payment issue with the warranty company should solely be the responsibility of the dealership. The customer should never have to see this side of the transaction. If the item had not been covered, we would have understood waiting until payment was received. Also, Family [redacted] has done nothing to correct this issue. They have not tried to hurry the process. They have not made any attempt to increase efficiency. I am horrendously disappointed. I do not believe this sad excuse for customer service and general management (who also proceeded to do nothing to fix this issue) should have an A+ rating by the Revdex.com. I am appalled.Desired Settlement: Finish the job at the correct deductible price which we are meant to pay through our warranty.

Business

Response:

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-[redacted] warranty, not purchased from our dealership. The 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 [redacted], the owner of the vehicle.

Review: Please help me I'm at a dead end with this issue. On February 20,2014 I took my 2007 [redacted] into the service department of Family [redacted] for a banging noise. I informed them that my transmission mounts were possibly broken. I paid the 100.00 required deductible in order for the car to be serviced. I was charged an additional 109.00 for a diagnostic test(that my insurance company stated to me wasn't needed to diagnosis this particular problem). I was informed by the service department that my vehicle would be repaired . Instead of correcting the problem it went in for they took it upon themselves to replace "motor" mounts that didn't need to be fixed. In addition to that I was overcharged on the labor for the job. I contacted my insurance company([redacted])to inform them of what was being done. I was told by two different agents that I should never have been given a diagnostic test and that I was over charged for the labor. The particular job that needed to be done only required 1 hour of labor. I was charged for 3 hours labor that was an out of pocket charge to me. The insurance agents informed me that the dealership has a choice of 3 labor books to choose from and that they chose the one for the most labor cost. I have all necessary documentation that I can submit to validate this claim. My vehicle was withheld from me for 3 hours with the service manager ([redacted]) telling me that until they received the payment from [redacted] insurance my car would stay on their location. My van was given to me at 12:00 noon after being there since 7 am in the morning and the work completed by 8:00am. Please help me.Desired Settlement: I would like my out of pocket costs returned to me in the amount of 285.00 and I would like [redacted] to be reimbursed for work that wasn't performed correctly. I would also like for other consumers to know how this business operates. I found out while talking to other customers in the service department that I'm not the first to have problems with this particular dealership.

Business

Response:

Our records show a possible match to the complainant under customer name of [redacted]. This complaint has been addressed in full detail with the Office of the Attorney General. We have attached the written documentation of that complaint to this Email for your review, after an additional review, we find no change in our position. All 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 repairs.

Review: I drove my car in to be serviced.I was having a problem with the car stalling every once in a while. I explained that it would just cut off without any waning, No check engine lights were on, and the engine was running smoothly.then some days it would run perfectly fine. You did not have to put your foot on the gas pedal for it to shut down. It could be in park, or sitting @ a light.

When the technician came back with the evaluation of my vehicle, his recommendations for work that needed to be done had nothing to do with the problem that I was having. All kinds of codes came out from the computer,of witch all but 1were false, and the sensorThey even wrote down what they wanted to write down for my purpose for bringing the car.I feel that these car dealerships take advantage of lay people, assuming that no one knows anything about a car,and they can just tell you anything.

My issue is that after their diagnosis to the tune of 1871 dollars ,I told them to fix my car.Now I drove the car into the dealership @ 7:15am on May 22,2014. After having me wait all day, they kept the car until 5pm May 23,2014.

When I drove the car home, the check engine light came on..The car was running worse than ever. When I got up to take the car back to the dealership , the car wouldn't start.

I had taken the car to [redacted] first to be serviced. When they couldn't pin point the problem, they suggested that I take it to the dealer.it may be the computer. So that's what I did hoping for honesty. I get the runaround. The service manager says,"we'll see if it had something to do with what we did as to why the car won't start, and I had to pay for the tow back to the dealer ,Desired Settlement: I want my vehicle repaired and don't feel that I should have to pay them anymore money. Because I'm positive they knew that it was a computer issue from the door.

Business

Response:

[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.

Review: My husband and I went to this car dealership to purchase a new Jeep. We were moving to California, and we wanted to drive it across country, which we told the dealer. We wanted a black Jeep, but they only had a green one, and told us that they would charge us for the less expensive black one that we wanted if we bought the green one instead. When I got home and read the contract, I saw that they overcharged me by charging me the original price of the green one, instead of the black one, which was the deal. I called the dealership, and after getting the runaround, they refused to give me a refund of what they overcharged me. Instead they gave me a "we owe" for oil changes at their dealership. We were moving to California, so those oil changes were useless to us (and the dealer knew that). We would rather have the money refunded. They insisted that the oil changes would work in California and led us to believe that we had no other choice. We left for California, and sure enough, the oil changes weren't accepted by any of the dealerships there. I called again and after more runaround, they issued another "we owe" for oil changes, and put only half of them in the computer so we could use them. We used three of them, and then decided to trade the car in for a Dodge. We called the service company to get the remainder of oil changes refunded to us, but they told me that the general manager who put them in put the value of them at $0.00 so that I couldn't get any money back. I've tried relentlessly to get my money back that they took from me, but they refuse adamantly. I never wanted any oil changes from them in the first place, but they stuck them on me. They shouldn't have overcharged me to begin with, it was their error, and instead of doing the right thing and giving me my money back, they have put me through two years of run-around so that I can't get my $1100 back. They admitted they were wrong to overcharge me, why didn't they just refund me then?Desired Settlement: $1100 which is the value of the remaining 37 oil changes. Really they should have given me the $1200 check two years ago when they overcharged me, instead of giving me oil change packages that I didn't want in the first place. I would like a check for $1100 from them.

Business

Response:

Customer agreed , and received a Chrysler Service Contract for oil and filter changes, no charge, as a part of the new vehicle sales agreement, which would be redeemable at any Chrysler Dealer in the California area.

Regrettably the customer no longer owns the vehicle and the canceled service contract has no redeemable cash value.

Sincerely,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

That which **. [redacted] wrote in his response to my complaint is not true or accurate. When my husband and I purchased the Jeep, in August of 2011, we had NOT agreed to receive a Chrysler Service Contract for oil and filter changes for "no charge" as part of the new vehicle sales agreement. We were OVERCHARGED in the original contract, and when I called and complained about them overcharging me the very next day, they refused to refund my money that they over charged me, and proceeded to pass me off to different people in the dealership until September 10th (almost TWO WEEKS later) when they faxed me the 1st "we owe" which was for 20 oil changes and 10 inspections. I told them that I wanted the refund instead, and that they shouldn't have overcharged me in the first place, but they told me I would only get this service package that they forced on me. The document attached shows the date and time that they sent the first faxed "we owe". It wasn't until I got to California in March of 2012 and tried to use these oil changes and inspections, that I was told that not only does California not perform yearly inspections, but there was NO RECORD of the contract being in the computer, as promised. Then, after months of phone calls, to [redacted], [redacted], and [redacted], and being ignored by the staff at Family Dodge Inc., I finally got the names of the owners, and the Operations Manager [redacted] and his email. I sent the attached email to **. [redacted] at the email address: [redacted], and only then did I receive a phone call from the General Manager, [redacted], who apologized profusely for all of the run around that I had been receiving for almost a full year. He acknowledged the bad-faith business practices of the employees of Family Dodge, and issued a NEW "we owe" that was faxed on 06/19/2012, as shown in the attached second "we owe" (10 months later). Along with that was a faxed letter and Chrysler Group Service Contract Application from [redacted]. There is no mention or statement of the fact in all of these contracts that the value of the 40 oil changes was $0.00 or that they were not able to be transferred or refunded upon sale of the vehicle. When I was unable to get the refund from Chrysler because they told me that **. [redacted] put the value at $0.00, I reached out to him through email. It was then that he told me that I lost all of my money that the oil changes were worthless because I traded in the Jeep and that I should have made a better deal for my Dodge. He never told me that the oil changes were worthless or that I wouldn't be able to get a refund or transfer them to my new car. In fact, they do have value, because when I spoke to **. [redacted] on June 18th, over the phone, he said that I was getting $1200 worth. The second "we owe" in fact has the words: 2 ownercare lube oil & filter packages ($0 deductible/$30 reimbursement). It says on there that each one is worth $30 reimbursement! $30 times 40 lube oil & filter packages amounts to $1200. It's written in his handwriting with his signature! The bottom line is, Family Dodge received MORE than the amount of money that we agreed upon because the loan was paid in full to the dealership, and they had still gotten $1200 more from me than I was willing to give. They used bad-faith business practices to inflate the original contract and refused to refund my money. They manipulated me and my husband into accepting these oil changes, that we didn't want, well after the day of purchase, and the treatment that I received by these "professionals" has been horrendous. The very least that they should do is refund my money for $1100, and with that I would hope an apology for putting me through for the past two years.

Regards,