Fletcher Chrysler Dodge Jeep, Inc.

The company states all matters have been resolved.

We were able to provide the customer with transportation while her vehicle was here in service.We have fixed her vehicle and she is now back in it.

In regards to Mr. [redacted]'s complaint, Our cashier come into my office stating that he had an irate customer that was demanding to speak to the owner. I go to the cashier office and Mr. [redacted] asked who I was in a very aggressive manner. I explained who I was and he demanded to speak to the owner,...

stating it was a small business and the owner should be here. I said to him that I could help him and I wasn't getting the owner until I tried to help. That upset him further, he asked why his repair wasn't covered, at that point I wasn't sure exactly what was going on. I simply replied I don't know let me find out. At this point our cashier was trying to help another customer but couldn't because Mr. [redacted] would not leave the office until he spoke to the owner. He also wanted a printout that was laying on the desk, I explained I couldn't give it to him because its a confidential document. That is when I find out what was wrong with the vehicle. By then the customer was very upset and would argue everything we tried to do to help him. Customer stated that it was a power train part and should be covered, even after we tried explaining that it wasn't covered and why.  The cashier initially wrote the information on a post it note and the customer refused. It was difficult to read, the cashier then offered to type it on a letter head and that seemed to satisfy him. At this point the customer finally agreed to go to the waiting room until his form was typed up. It was a very bad situation to the point to where we had considered calling the police, and I told the customer we would, because of his demeanor. Customers in the waiting room were afraid to come to the cashier office. The repair was done the same day the vehicle was dropped off. There was no reason the customer had to keep a rental beyond the point to when the repair was complete. Chrysler customer service did contact me about his complaint. I explained to them the repair and situation, it is up to them to honor something that isn't covered. I did state that I would not offer a discount because I didn't feel we owed the customer one. It was his first visit, and I did also let them know we were not interested in assisting him in the future. This whole situation could have been completely different had the customer listened to the service advisor that was trying to help him originally. We do not feel any settlement is justified. The repair was not a warrantable item because it was a switch, which is an electrical part, not an internal power train part. The rental car could have been returned the day the repair was done. We simply cannot give everyone a vehicle to drive when their car breaks down. It is unfortunate that we were booked up and couldn't get the jeep in earlier. If you need anything else please do not hesitate call email or call me.   Thank You John T[redacted] 317-738-4170

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In
the response form the business the service manager stated "That is when I find out what was
wrong with the vehicle. By then the customer was very upset and would argue
everything we tried to do to help him. Customer stated that it was a power
train part and should be covered, even after we tried explaining that it wasn't
covered and why." This is false, the service team at this location never
explained as why the warranty would not cover this.  The Service manager
continually stated "I don't know why it's not covered, we don't write
warranties, we only honor them".  This is what upset me about his
explanation, as the service manager he should be able to explain that this
wasn't a part of the powertrain but an electronic switch external to the
transfer case.  A Service manager should be knowledgeable about warranties
for his company.
Also in the
response from the business the service manager stated "We simply cannot
give everyone a vehicle to drive when their car breaks down.  It is
unfortunate that we were booked up and couldn't get the Jeep in
earlier."  I have been a valued Jeep owner for several years and have
gone to service centers across America (Oklahoma, Washington, and Utah) and
have never been told I needed to get a rental vehicle for two weeks.  If
this service center is so booked up they it takes two weeks to even determine
if a service will be covered under warranty then I suggest that the service
center either hire more service technicians or hire a service manager that can
better manage employees time.  This service center does not represent the
values of the Jeep brand.  I continue to request
a reimbursement in part of the whole price up to the price of the repair of
$252.03 for their inability to schedule an appointment or explain a warranty.
If they would have explained to me on the 15th of Aug that this would not be
covered under warranty I would have taken it to a shop that could have done the
repair in a timely manner where I would not have needed a rental vehicle for
two weeks.
Regards,
[redacted]