Friendly Dodge Chrysler Jeep, Inc.

I purchased a *** *** in February of 2015; At the time of purchase I stated that I wanted gap insurance confirmed before I signed any paperwork The finance manager stated that I was covered and all was good! On October 25, I was involved in a car deer accident which resulted in my vehicle being a total loss When I contacted my loan company *** *** they stated I did indeed not have the GAP insurance; They advised me to contact the car dealership to find out what went wrong I contacted the dealership and a call back from them stated I had signed a GAP waiver! I disputed this over the phone and they stated that I could come over and see the document that I had signed I went there to see if I had In fact signed a waiver and when presented the document it was not my signature the dealership manager Bryon Rstated that their was nothing they could do but get me into another vehicle I was given a budget and test drove a *** *** and agreed t

We received your letter regarding the complaint filed by *** *** regarding the transmission on his diesel truckMr*** purchased a used *** *** 4WD diesel truck from us with an odometer reading of 67,miles on March 13, He has owned the vehicle for years and
monthsAt the time of purchase the vehicle in question was covered under the lemon law which states the following: “If the vehicle has more than 36,miles, but less than 80,miles, this warranty is for days or miles whichever comes first“ Mr*** stated he has put 23k on the truck since purchase, which is well over the stated mileage in the Lemon Law We have documentation of the NY State Dealer Limited Used Passenger Vehicle Warranty with Mr***’s signature and dateOn the contract it states he purchased no other warranty at the time he purchased the truck(We can provided this if needed)We also have a signed disclosure notice if neededMr*** did not contact us when he was having an issue with his transmission on 4/3/He chose at that time to take the truck to a repair shop other than ours to have this issue resolvedPer your letter, Mr.*** is requesting reimbursement for the cost of the transmission repair of his truckDue to the fact that he was beyond the warranty and had not purchased any additional warranty for the truck, we would not be responsible for the cost of the repair of the transmissionRespectfully, Bryan RGeneral Sales Manager

*** * *** purchased a used *** *** (***) on November 7, 2015. New York State used vehicle dealer limited warranty states that a vehicle with 9,miles has a day or 4,mile warranty or whichever comes first. Mr***'s truck did indeed have
an aftermarket exhaust installed by the previous owner. Exhaust systems are not a covered component under the Limited Warranty of New York State. *** *** came to the dealership on 12/27/because the aftermarket exhaust was rotted. He demanded a new, more expensive aftermarket exhaust. After reviewing the time frame that he owned the truck and that it was not a covered component, we decided to install a new take off exhaust from a *** *** - although under no obligation to do so. He then rudely demanded that we fill his truck up with fuel for his inconvenience, which we did. *** *** then called me on 12/28/and demanded a new aftermarket exhaust. I explained to him it was not under warranty and I thought that we did the right thing by installing the *** exhaust. He then threatened me and said that if we don't give him what he wants he will never come back and tell everybody what a bad dealership we are. On January 2, Ryan M(Service Manager) received a call from Mrs*** that the exhaust had fallen off. Friendly Ford regrets the ***'s inconvenience. We do stand behind our work and we are embarrassed about this situation. Although we stand behind the fact that the exhaust was not under warranty and we replaced it out of principle. We are now willing to pay for *** *** to install a new *** Factory exhaust or will write *** *** a $check for an aftermarket exhaust. If he chooses the aftermarket exhaust we would ask that he sign a waiver that Friendly Ford is not responsible for an future exhaust issuesSincerely, Jeff MGeneral Manager

After buying the truck I noticed there was staining all over the outside clear coat which turned out to be acidic rain when I went back they were supposed to put a new grill on the truck and they put a grill cover and left the broken Grill on the truck and just covered it up they were supposed to do an oil change brake pads and rotors and they told me since there a *** dealer they can't do that to ***

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. See attached rejection and copy of [redacted] and other documentation.
Regards,
[redacted]

On April 4, 2013 [redacted] purchased a 2008 [redacted]; VIN# [redacted]. It was a
1-owner vehicle which we had sold brand new. Previous to him purchasing the vehicle we did a 169
point used-car vehicle inspection (see RO# [redacted]) and spent $1,710.
On April 17, 2013 [redacted] returned to the...

dealership and stated that a screw had to be replaced in the
passenger side mirror and there was a hissing noise coming from the engine and a brake pulsation.
On April 20, 2013 we replaced the side mirror and replaced the front brake pads and rotors. At this
point we were unable to duplicate the noise concern from the engine compartment.
On April 30, 2013 [redacted] returned with engine noise. We were able to duplicate the noise and
replaced alternator.
On May 8, 2013 [redacted] came in with a check engine light on, a vibration coming from the rear end,
and a squeak coming from engine compartment. We replaced #7 and#8 coil and could not duplicate
the squeak or vibration concerns.
On June 3, 2013 [redacted] returned and stated that there is an interference from his speakers when his
inverter is on, he also stated there was a squeak coming from the engine compartment and stated the
vehicle pulls to the right while driving. We were not able to duplicate his concern with the inverter but
did replace belt tensioner and performed a four-wheel alignment.
All of these repairs were paid by Friendly Ford. Most of the repairs were not covered by the New
York State Limited Passenger Warranty. We made the repairs because we stand behind our vehicles.
On June 27, 2013 Friendly Ford issued [redacted] a check for $310 as a good-will offer because he
claimed to have made a repair on his own.
Sincerely,
[redacted]
Friendly Ford

We have resolved the customers complaint and he is happy the brakes and the grill were fixed to his liking and he said he was trying to report this to the Revdex.com thank you Bryan R. GSM

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

friendly should have been contacted before any repairs were done but in the interest of customer satisfaction we will reimburse  147 dollars      Bryan R.

Revdex.com spoke to Bryan at business and the following was relayed: The shop did not do a good job. I have contacted the customer and we have sent the refund requested.

Revdex.com received the following response from Bryan at business: I spoke with the customer, we made an agreement and both parties left satisfied.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I wanted to let you you know friendly dodge Chrysler Jeep in Penn Yan New York and I have come to a resolution.
Regards,
[redacted]

word of advice , NEVER call this dealership ask a vehicle price & waste your time
going there . The price will change before you get through the door!!!

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We have an appointment with [redacted] to address his concerns on the week of 10/20/15. Bryan R.

The customer was informed that this vehicle was a buy back.  He signed all documents stating that the vehicle was a buy back and why it was a buy back.  This vehicle and any other manufacture buy back on my lot have the documentation in the windows of the vehicle on the lot. ...

Also at the time of delivery of the vehicles the customer must sign a discloser that they are aware that it is a buy back.  Attached is a copy of the disclaimer that we have customers sign.  In the interest of customer satisfaction not because we did not disclose anything to this customer that this vehicle was not a buy back.  We have taken the vehicle back in trade and sold him a brand new one.  Delivery will be on Feb 28th.  General Manager [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The signature on the document is not my signature there for the document is...

null and void!  I spoke to the manager Brian R. about this when I went to look at the paper.  I had never seen it before and did not sign it!
Regards, [redacted] Here is the gap waiver form sighed by [redacted] on 2/9/15

Attached are the following documents: The first is the repair order of the things we did to pass NYS inspection.  The second is the repair order of the customer bringing the truck back after he changed the fuel filters himself (he did not previously ask us to replace them) and due to him...

installing it incorrectly by putting two gaskets on the line (per our mechanic) we fixed it.  He did mention the front end was making noise but it did not fail NYS inspection.  The last two forms are the Limited warranty form he clearly signed with his father that states that "if the odometer reading shown above is more than 80,000 miles, up to 100,000 miles, coverage will apply for thirty (30) days after delivery or one thousand (1,000) miles, whichever comes first.  The mileage stated on the form at the time of sale was 115,844 which exceeds the mileage stated for us to be required to cover anything.  The last form is our option to the customer for purchasing an extended warranty.  It is clearly signed as a decline.  We never stated there would be any sort of coverage that came with the vehicle, and we were very clear it was sold "AS IS".   We also stated to the customer that we do not typically sell these vehicles due to the liability but he said "hes purchased higher mileage trucks before and was not worried about this one"  If there are any more questions please feel free to email us or call (###-###-####) Thank you,Mike WilkinsonSales Manager

Revdex.com spoke to customer and the following was relayed: The company has not addressed the issue. They had me come in and put a grill cover on, not a new grill as promised. The grill they were...

supposed to replace had a hole in it approximately the size of a baseball. I came in and drove the hour drive to have a $65 grill cover put on which they mounted crooked. I had to go back and they then told me that I did not need brakes or rotors and they weren't going to help with the paint issue. All they did is shift the cover and told me they were going to order me a new grill. I would have been happy if that had happened but it has been two weeks and I haven't heard from them and there is still no new grill.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Well let's see; I spoke to some guy who told me the time stamp was 3:30 when I left.  He also said I have TWO approved loans.  Your response says it took so long because I couldn't get financed.  Number one I was told verbally on the phone I was "all set" -- no mention of contingency on value of vehicle.  I was told to bring my title and registration so that everything could be switched over.  So my complaint, if you'll re-read it. Is that I was told I was approved verbally.  No conditions, except to bring my title.  I was later told I have two approved loans waiting for me to choose from.  I did say I didn't want to do business with them because the guy I spoke to didn't do me the courtesy of trying to explain the entire situation; he just talked over me about time stamps.  Which he said was 3:30.  But that's a moot point because that's not my complaint. My complaint is I went specifically to non-preferred lender sources because I am aware I have bad credit and was also aware that I may not have been able to trade my vehicle and thus may have to get a second car loan instead.  I was told, through the course of two phone calls, that this was not only possible but "all set" --> I just had to decide which payment I could afford. This was not the case when I walked in there, which is what all the time involved is revolved around.  Yes it is a factor, but no it's not the issue.  The issue is I was misled; I was baited by the phone calls and the words "all set" and the instruction to bring my car title.  I wouldn't have driven an hour one way had I known that was not the case, was what I said to the guy on the phone, which yes does factor into my seven hours wasted for nothing. And then I was told I actually have two loans approved. And then, just this past Friday I received a letter in the mail encouraging me to call them because we needed to work out the terms of my loan. So which is it?  I'm approved and therefore right I should never have had to wait that long; or I can't get an approval and that's why I had to wait so long?  And if I'm not approved, why the letter I got just four days ago?
Regards,
[redacted]