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 vehicleBy then the customer was very upset and would argue everything we tried to do to help himCustomer 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 $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]
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 ownerI go to the cashier office and Mr [redacted] asked who I was in a very aggressive mannerI explained who I was and he demanded to speak to the owner, stating it was a small business and the owner should be hereI said to him that I could help him and I wasn't getting the owner until I tried to helpThat upset him further, he asked why his repair wasn't covered, at that point I wasn't sure exactly what was going onI simply replied I don't know let me find outAt 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 ownerHe also wanted a printout that was laying on the desk, I explained I couldn't give it to him because its a confidential documentThat is when I find out what was wrong with the vehicleBy then the customer was very upset and would argue everything we tried to do to help himCustomer 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 refusedIt was difficult to read, the cashier then offered to type it on a letter head and that seemed to satisfy himAt this point the customer finally agreed to go to the waiting room until his form was typed upIt 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 demeanorCustomers in the waiting room were afraid to come to the cashier officeThe repair was done the same day the vehicle was dropped offThere was no reason the customer had to keep a rental beyond the point to when the repair was completeChrysler customer service did contact me about his complaintI explained to them the repair and situation, it is up to them to honor something that isn't coveredI did state that I would not offer a discount because I didn't feel we owed the customer oneIt was his first visit, and I did also let them know we were not interested in assisting him in the futureThis whole situation could have been completely different had the customer listened to the service advisor that was trying to help him originallyWe do not feel any settlement is justifiedThe repair was not a warrantable item because it was a switch, which is an electrical part, not an internal power train partThe rental car could have been returned the day the repair was doneWe simply cannot give everyone a vehicle to drive when their car breaks downIt is unfortunate that we were booked up and couldn't get the jeep in earlierIf you need anything else please do not hesitate call email or call me Thank You John T [redacted] 317-738-
The company states all matters have been resolved
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 vehicleBy then the customer was very upset and would argue everything we tried to do to help himCustomer 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 $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]
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 ownerI go to the cashier office and Mr [redacted] asked who I was in a very aggressive mannerI explained who I was and he demanded to speak to the owner, stating it was a small business and the owner should be hereI said to him that I could help him and I wasn't getting the owner until I tried to helpThat upset him further, he asked why his repair wasn't covered, at that point I wasn't sure exactly what was going onI simply replied I don't know let me find outAt 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 ownerHe also wanted a printout that was laying on the desk, I explained I couldn't give it to him because its a confidential documentThat is when I find out what was wrong with the vehicleBy then the customer was very upset and would argue everything we tried to do to help himCustomer 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 refusedIt was difficult to read, the cashier then offered to type it on a letter head and that seemed to satisfy himAt this point the customer finally agreed to go to the waiting room until his form was typed upIt 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 demeanorCustomers in the waiting room were afraid to come to the cashier officeThe repair was done the same day the vehicle was dropped offThere was no reason the customer had to keep a rental beyond the point to when the repair was completeChrysler customer service did contact me about his complaintI explained to them the repair and situation, it is up to them to honor something that isn't coveredI did state that I would not offer a discount because I didn't feel we owed the customer oneIt was his first visit, and I did also let them know we were not interested in assisting him in the futureThis whole situation could have been completely different had the customer listened to the service advisor that was trying to help him originallyWe do not feel any settlement is justifiedThe repair was not a warrantable item because it was a switch, which is an electrical part, not an internal power train partThe rental car could have been returned the day the repair was doneWe simply cannot give everyone a vehicle to drive when their car breaks downIt is unfortunate that we were booked up and couldn't get the jeep in earlierIf you need anything else please do not hesitate call email or call me Thank You John T [redacted] 317-738-