I called and spoke to Mr* *** and discussed the situation After initially speaking with the customer a rental vehicle was provided until the warranty repair could be completed The customer is now satisfied and the situation is resolved
November 2, 2015To whom it may concern,After reviewing the file and paperwork in regards to Ms
***’s complaint. Ms*** was
in initially on 06/26/15. At that time
we addressed a complaint of brake pulsation while braking. After
looking at the brakes the
Technician determined that the front brake
rotors should be resurfaced and the brake pads be cleaned and deglazed Ms*** was given a price and approved
repairs as estimated. The customer
returned on September 21, to have some recalls completed. Although she had someone else drop the vehicle
off, she states that we were informed to
check the brakes again. There is no
record of us being asked to check the brakes and no brake inspection was
completed at that time. I believe that
this has been a misunderstanding and because of that I have come to the
conclusion that we can do a partial refund of $for the brake service
performed at our facility in June of I feel that this is a fair offer given the
circumstances of Ms***s complaint.Sincerely,Ron H***
Service Manager
Monroeville
Dodge
In regards to our service contract cancellation procedure, we always make sure to inform customers upon cancellation that the refund can take to 8 weeks. If the cancellation was processed on December 19,the to week timeframe would place the refund between the weeks of
January 30, and February 13thAs far as the exact paperwork processing dates, we batch cancel them with our processor to maintain accuracy on both ends. The actual cancellation processing dates do not matter as much to the refund dates, as the administrator for us, ***, only issues refunds once a monthWe hope this further explanation clears up the matter, and provides some clarityWe will make sure immediately upon receipt of the funds from our administrator, we will issue the refundWe take all of our customer concerns very seriously and strive to meet expectations but sometimes the delivery of the message isn't always as clear as we would like it to be
I have only received a phone call from customer on 5/21/about his issue of expired platesI had my title clerk investigate what happened and call the customer the same day to explain to him that he did not get a new plate nor did he pay for a new plate, his fee to the state was $6.00. He
had transferred his old plate that still had plenty of time on it before expirationAfter explanation to the customer, he had seemed to understand and had no other questions or complaints.A renewal should have been sent to customer from the state either before or shortly after his transaction with Monroeville DodgeIf we had did something wrong we certainly would reimburse the customer.Please note that Monroeville Dodge did not do any thing in error or malicious with his transfer.Sincerely*** ***General ManagerMonroeville Dodge
This vehicle has been at Monroeville Chrysler Jeep and our store here at Monroeville Dodge Neither store has the authority to reinstate the Powertrain Warranty, regardless of the circumstances From our stand point here at Monroeville Dodge, the vehicle was in months prior to the
eligibility of the Powertrain Warranty inspection This inspection is required by FCA to continue the powertrain warranty and must be completed every years The customer is able to bring the vehicle in to have this completed within a day window before and after the year anniversary of the original in service dateThis inspection was not completed because at the time of service at both stores it was not eligible Based on his initial complaint, and his dissatisfaction of the loss of the powertrain warranty, the customer was provided with the customer service hotline of FCA for further discussion and review Unfortunately, FCA has decided that they are not going to reinstate the warranty Because the warranty goes through the manufacturer and not the dealer, no warranty reimbursement will be issued to the customer from either Monroeville Chrysler Jeep or Monroeville Dodge I have attached the letters sent by Monroeville Chrysler Jeep in case you would like to review them I feel that both stores have done all that they could to help the customer based on our authority with the manufacturer and consider the matter to be closed
03/12/2018*** *** Revdex.com Holiday Drive, Suite Pittsburgh, PA 15220Dear *** ***,We have reviewed Complaint 1D#'***We retain records of every transaction, and after researching Mr***'s purchase, we found that on our due bill(which is a form that is
signed by management and the customer)it was plainly stated that Monroeville Dodge was "not responsible for any other fees, wear and tear, etc." Our management team has spoken with Mr*** numerous times and we have explained our policy not to cover any fees associated with the customers' lease-end agreement, as it is impossible for us to know different manufacturer and lease companies policies and proceduresAttached please find a copy of our due bill and the signatures from Mr*** and our management teamOur only agreement at time of purchase was to cover Mr***'s final payment on his Hyundai lease.Sincerely,Brion I***Sales Manager, Monroeville Dodge
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
When I spoke to Leah, she informed me that they were in receipt of my funds from ***, but that it had missed the cutoff date for cutting a check at the dealership In addition, *** told me that there was no reason that the dealership should not have sent my cancellation to them prior to January 7, If this dealership's policy on handling cancellations is to batch them, it is unfair to the consumer They should be processed immediately Again, it seems very funny to me that they received my cancellation on December 19, and didn't process it until January 7, and is not in the best interests of the consumer.Regards,*** ***
My car horn keeps going off and I have had it at Monroeville Dodge 3 times for the same problem and they never fixed it and after this last time a female manager called me and asked what was wrong and I explained to her what was happening and she said that she would get back to me but never...
did. So the cops got called on me cause my horn was going off and wouldn't stop and so I called Monroeville Dodge again spoke to Joe a service advisor who said that we can't fix what isn't wrong. Now the warranty is up on my car and I can't afford to pay to get it fixed and that is all I want is to have my horn fixed when I am at home or out when my car is sitting I have to take the fuse out so the horn quits going off and now the horn started going off while I'm driving and Monroeville Dodge won't help me and I don't know what else to do. I have tried everything with them but they just say no to me.
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]
As per [redacted]'s warranty policy, pictures of the wheels have to be submitted for their approval. The customer had two wheels that they had a concern with. [redacted] covered one of the wheels because it was a manufacturer defect. The other wheel, unfortunately was not covered...
because it was damaged and not a defect. Because the wheel is a specialty wheel, and where the damage is it cannot be repaired. The vehicle also had a software update available to one of the modules. As per [redacted] we are to update the modules while the vehicle is here for service to enhance customer satisfaction and potentially eliminate problems that may arise in the future. Unfortunately, there are times where the module crashes during this update and will not respond to further updates or repairs. We took care of all of repairs needed as a result of the module crashing. We where only able to program the only key that we had at the time. Although I understand the customers frustration, we did everything we could to try and take care of all the issues that the customer had.
["Although she had someone else drop the vehicle off, she
states that we were informed to check the brakes again." I would like to note
that my boyfriend, [redacted], who dropped off my vehicle, is a [redacted]
police officer. [redacted] would have no reason to make up the explanation he
received from the technician, nor would he, given he has taken an oath to serve
the [redacted] municipality. I attached pictures
of the damage to my brake pads and rotors. As you will see, the rotors
are severely scratched, and the brake pads have pieces along the edges that
have chipped off.So, I would like to
reiterate my previous desired settlement: Monroeville Dodge has a responsibility
to refund the $231.99 paid for the first service appointment. Given [redacted]’s request to check the brake pads and rotors in September,
which was not done, I feel the full refund of 231.99 is fair. Additionally, Dodge has a responsibility to pay for the replaced brake
pads, and rotors which were $484.87 ($671.85 less the charges for the oil
change). Given the damage shown
in the pictures, this is fair.]
Regards,
[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.
I agree with the refund for the initial Monroeville
Dodge service invoice of $231.99. You
can send the check to [redacted]However, I vehemently disagree that this matter
is closed. If the brake material was defective, how was that
not uncovered when I took my car to Monroeville Dodge’s body shop in June???As stated in Monroeville Dodge’s previous
response, “the pictures presented by the
customer show a defect in the brake material. Because of this we will not
pay for replacement of the brake pads and rotors that where installed elsewhere
and consider the matter to be closed.”
What I gathered from that statement is that a defect in the brake
material releases Monroeville Dodge of any liability to replace the defective
parts? A defect in the brake material
should not hold the consumer liable for the costs to repair/replace. I don’t understand how a defect in the brake
material is a justifiable claim that releases Monroeville Dodge of any
liability to reimburse the cost to replace the defective brake pads and
severely damaged rotors, regardless of which shop replaced and installed the
rotors and brake pads, because they were “defective.”If you meant that Dodge won’t reimburse the cost because
I used a different shop, I’d like to reiterate my original complaint: “Being
that I took my car to Dodge on two separate occasions regarding the same issue,
within a couple months of one another, in which the repairs, or lack thereof,
did not correct the original complaint of shaking/pulsation, I don't feel that
Dodge deserved my business, nor do I trust the body shop to service my car. So,
I took the prudent approach to have another shop perform the services. NTB had
to replace both front brake rotors, and all my brake pads needed replaced.”I would
like to, again, reiterate my previous desired settlement: Monroeville Dodge has
a responsibility to pay for the replacement of the defective brake pads and
rotors which were $484.87 ($671.85 less the charges for the oil change). Given
the damage shown in the pictures, this is fair.
Regards,
[redacted]
I SPOKE TO THE CUSTOMER ON 02/01/17 AND HE AGREED TO BRING THE VEHICLE BACK IN FOR FURTHER TESTING AT NO ADDITIONAL CHARGE. I INFORMED HIM THAT WHAT HE HAS PAID ALREADY WILL BE TAKEN INTO CONSIDERATION FOR ANY ADDITIONAL REPAIRS. THE APPOINTMENT HAS BEEN SET FOR MONDAY 02/06/17.
I CALLED AND SPOKE TO MS. [redacted]. ACCORDING TO HER FILE THIS ISSUE HAS ONLY BEEN ADDRESSED ON ONE OTHER OCCASION IN AUGUST OF 2016. I OFFERED TO LOOK AT THE VEHICLE AT NO CHARGE TO HER AND GIVE HER AN ESTIMATE FOR REPAIRS PRIOR TO ANYTHING BEING COMPLETED. I HAVE INFORMED HER THAT I WILL DO EVERYTHING POSSIBLE TO FIND THE PROBLEM AND KEEP COSTS AS LOW AS POSSIBLE. SHE SEEMED SATISFIED WITH MY RESPONSE AND WILL BE SCHEDULING FOR FURTHER DIAGNOSIS.
After further
review, it has been decided that we will refund our initial charges to the customer
of $231.99. Or initial repairs to the
vehicle involved resurfacing the brake rotors and cleaning the brake pads in the
front of the vehicle. The pictures
presented by the customer show a defect in the brake material. Because of this we will not pay for
replacement of the brake pads and rotors that where installed elsewhere and
consider the matter to be closed.
Revdex.com:
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.I want to know why the service department was so unethical to not inform us that we were 8 months too early? Instead, they just took the jeep, performed $350 of service that was not needed and sent us on our way thinking our warranty was intact.I personally have only purchased jeeps in my lifetime. I have purchased 3 - never another type of vehicle! To be treated this way after such loyalty is appalling. Sadly, I purchased all three at Verona Jeep - but their franchise was taken away after we bought our Commander. Now we are made to work with Monroeville which has no morals and terrible customer service.I don't know why Chrysler felt the need to deny our warranty but I will make it a mission in my life to inform the public of this profound unfairness by this company starting with social media.We are a young couple with young children who cannot afford this problem especially when we don't deserve it.
Regards,
[redacted]
I called and spoke to Mr* *** and discussed the situation After initially speaking with the customer a rental vehicle was provided until the warranty repair could be completed The customer is now satisfied and the situation is resolved
November 2, 2015To whom it may concern,After reviewing the file and paperwork in regards to Ms
***’s complaint. Ms*** was
in initially on 06/26/15. At that time
we addressed a complaint of brake pulsation while braking. After
looking at the brakes the
Technician determined that the front brake
rotors should be resurfaced and the brake pads be cleaned and deglazed Ms*** was given a price and approved
repairs as estimated. The customer
returned on September 21, to have some recalls completed. Although she had someone else drop the vehicle
off, she states that we were informed to
check the brakes again. There is no
record of us being asked to check the brakes and no brake inspection was
completed at that time. I believe that
this has been a misunderstanding and because of that I have come to the
conclusion that we can do a partial refund of $for the brake service
performed at our facility in June of I feel that this is a fair offer given the
circumstances of Ms***s complaint.Sincerely,Ron H***
Service Manager
Monroeville
Dodge
In regards to our service contract cancellation procedure, we always make sure to inform customers upon cancellation that the refund can take to 8 weeks. If the cancellation was processed on December 19,the to week timeframe would place the refund between the weeks of
January 30, and February 13thAs far as the exact paperwork processing dates, we batch cancel them with our processor to maintain accuracy on both ends. The actual cancellation processing dates do not matter as much to the refund dates, as the administrator for us, ***, only issues refunds once a monthWe hope this further explanation clears up the matter, and provides some clarityWe will make sure immediately upon receipt of the funds from our administrator, we will issue the refundWe take all of our customer concerns very seriously and strive to meet expectations but sometimes the delivery of the message isn't always as clear as we would like it to be
I have only received a phone call from customer on 5/21/about his issue of expired platesI had my title clerk investigate what happened and call the customer the same day to explain to him that he did not get a new plate nor did he pay for a new plate, his fee to the state was $6.00. He
had transferred his old plate that still had plenty of time on it before expirationAfter explanation to the customer, he had seemed to understand and had no other questions or complaints.A renewal should have been sent to customer from the state either before or shortly after his transaction with Monroeville DodgeIf we had did something wrong we certainly would reimburse the customer.Please note that Monroeville Dodge did not do any thing in error or malicious with his transfer.Sincerely*** ***General ManagerMonroeville Dodge
This vehicle has been at Monroeville Chrysler Jeep and our store here at Monroeville Dodge Neither store has the authority to reinstate the Powertrain Warranty, regardless of the circumstances From our stand point here at Monroeville Dodge, the vehicle was in months prior to the
eligibility of the Powertrain Warranty inspection This inspection is required by FCA to continue the powertrain warranty and must be completed every years The customer is able to bring the vehicle in to have this completed within a day window before and after the year anniversary of the original in service dateThis inspection was not completed because at the time of service at both stores it was not eligible Based on his initial complaint, and his dissatisfaction of the loss of the powertrain warranty, the customer was provided with the customer service hotline of FCA for further discussion and review Unfortunately, FCA has decided that they are not going to reinstate the warranty Because the warranty goes through the manufacturer and not the dealer, no warranty reimbursement will be issued to the customer from either Monroeville Chrysler Jeep or Monroeville Dodge I have attached the letters sent by Monroeville Chrysler Jeep in case you would like to review them I feel that both stores have done all that they could to help the customer based on our authority with the manufacturer and consider the matter to be closed
03/12/2018*** *** Revdex.com Holiday Drive, Suite Pittsburgh, PA 15220Dear *** ***,We have reviewed Complaint 1D#'***We retain records of every transaction, and after researching Mr***'s purchase, we found that on our due bill(which is a form that is
signed by management and the customer)it was plainly stated that Monroeville Dodge was "not responsible for any other fees, wear and tear, etc." Our management team has spoken with Mr*** numerous times and we have explained our policy not to cover any fees associated with the customers' lease-end agreement, as it is impossible for us to know different manufacturer and lease companies policies and proceduresAttached please find a copy of our due bill and the signatures from Mr*** and our management teamOur only agreement at time of purchase was to cover Mr***'s final payment on his Hyundai lease.Sincerely,Brion I***Sales Manager, Monroeville Dodge
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
When I spoke to Leah, she informed me that they were in receipt of my funds from ***, but that it had missed the cutoff date for cutting a check at the dealership In addition, *** told me that there was no reason that the dealership should not have sent my cancellation to them prior to January 7, If this dealership's policy on handling cancellations is to batch them, it is unfair to the consumer They should be processed immediately Again, it seems very funny to me that they received my cancellation on December 19, and didn't process it until January 7, and is not in the best interests of the consumer.Regards,*** ***
My car horn keeps going off and I have had it at Monroeville Dodge 3 times for the same problem and they never fixed it and after this last time a female manager called me and asked what was wrong and I explained to her what was happening and she said that she would get back to me but never...
did. So the cops got called on me cause my horn was going off and wouldn't stop and so I called Monroeville Dodge again spoke to Joe a service advisor who said that we can't fix what isn't wrong. Now the warranty is up on my car and I can't afford to pay to get it fixed and that is all I want is to have my horn fixed when I am at home or out when my car is sitting I have to take the fuse out so the horn quits going off and now the horn started going off while I'm driving and Monroeville Dodge won't help me and I don't know what else to do. I have tried everything with them but they just say no to me.
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]
As per [redacted]'s warranty policy, pictures of the wheels have to be submitted for their approval. The customer had two wheels that they had a concern with. [redacted] covered one of the wheels because it was a manufacturer defect. The other wheel, unfortunately was not covered...
because it was damaged and not a defect. Because the wheel is a specialty wheel, and where the damage is it cannot be repaired. The vehicle also had a software update available to one of the modules. As per [redacted] we are to update the modules while the vehicle is here for service to enhance customer satisfaction and potentially eliminate problems that may arise in the future. Unfortunately, there are times where the module crashes during this update and will not respond to further updates or repairs. We took care of all of repairs needed as a result of the module crashing. We where only able to program the only key that we had at the time. Although I understand the customers frustration, we did everything we could to try and take care of all the issues that the customer had.
["Although she had someone else drop the vehicle off, she
states that we were informed to check the brakes again." I would like to note
that my boyfriend, [redacted], who dropped off my vehicle, is a [redacted]
police officer. [redacted] would have no reason to make up the explanation he
received from the technician, nor would he, given he has taken an oath to serve
the [redacted] municipality. I attached pictures
of the damage to my brake pads and rotors. As you will see, the rotors
are severely scratched, and the brake pads have pieces along the edges that
have chipped off.So, I would like to
reiterate my previous desired settlement: Monroeville Dodge has a responsibility
to refund the $231.99 paid for the first service appointment. Given [redacted]’s request to check the brake pads and rotors in September,
which was not done, I feel the full refund of 231.99 is fair. Additionally, Dodge has a responsibility to pay for the replaced brake
pads, and rotors which were $484.87 ($671.85 less the charges for the oil
change). Given the damage shown
in the pictures, this is fair.]
Regards,
[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.
I agree with the refund for the initial Monroeville
Dodge service invoice of $231.99. You
can send the check to [redacted]However, I vehemently disagree that this matter
is closed. If the brake material was defective, how was that
not uncovered when I took my car to Monroeville Dodge’s body shop in June???As stated in Monroeville Dodge’s previous
response, “the pictures presented by the
customer show a defect in the brake material. Because of this we will not
pay for replacement of the brake pads and rotors that where installed elsewhere
and consider the matter to be closed.”
What I gathered from that statement is that a defect in the brake
material releases Monroeville Dodge of any liability to replace the defective
parts? A defect in the brake material
should not hold the consumer liable for the costs to repair/replace. I don’t understand how a defect in the brake
material is a justifiable claim that releases Monroeville Dodge of any
liability to reimburse the cost to replace the defective brake pads and
severely damaged rotors, regardless of which shop replaced and installed the
rotors and brake pads, because they were “defective.”If you meant that Dodge won’t reimburse the cost because
I used a different shop, I’d like to reiterate my original complaint: “Being
that I took my car to Dodge on two separate occasions regarding the same issue,
within a couple months of one another, in which the repairs, or lack thereof,
did not correct the original complaint of shaking/pulsation, I don't feel that
Dodge deserved my business, nor do I trust the body shop to service my car. So,
I took the prudent approach to have another shop perform the services. NTB had
to replace both front brake rotors, and all my brake pads needed replaced.”I would
like to, again, reiterate my previous desired settlement: Monroeville Dodge has
a responsibility to pay for the replacement of the defective brake pads and
rotors which were $484.87 ($671.85 less the charges for the oil change). Given
the damage shown in the pictures, this is fair.
Regards,
[redacted]
I SPOKE TO THE CUSTOMER ON 02/01/17 AND HE AGREED TO BRING THE VEHICLE BACK IN FOR FURTHER TESTING AT NO ADDITIONAL CHARGE. I INFORMED HIM THAT WHAT HE HAS PAID ALREADY WILL BE TAKEN INTO CONSIDERATION FOR ANY ADDITIONAL REPAIRS. THE APPOINTMENT HAS BEEN SET FOR MONDAY 02/06/17.
I CALLED AND SPOKE TO MS. [redacted]. ACCORDING TO HER FILE THIS ISSUE HAS ONLY BEEN ADDRESSED ON ONE OTHER OCCASION IN AUGUST OF 2016. I OFFERED TO LOOK AT THE VEHICLE AT NO CHARGE TO HER AND GIVE HER AN ESTIMATE FOR REPAIRS PRIOR TO ANYTHING BEING COMPLETED. I HAVE INFORMED HER THAT I WILL DO EVERYTHING POSSIBLE TO FIND THE PROBLEM AND KEEP COSTS AS LOW AS POSSIBLE. SHE SEEMED SATISFIED WITH MY RESPONSE AND WILL BE SCHEDULING FOR FURTHER DIAGNOSIS.
After further
review, it has been decided that we will refund our initial charges to the customer
of $231.99. Or initial repairs to the
vehicle involved resurfacing the brake rotors and cleaning the brake pads in the
front of the vehicle. The pictures
presented by the customer show a defect in the brake material. Because of this we will not pay for
replacement of the brake pads and rotors that where installed elsewhere and
consider the matter to be closed.
Revdex.com:
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.I want to know why the service department was so unethical to not inform us that we were 8 months too early? Instead, they just took the jeep, performed $350 of service that was not needed and sent us on our way thinking our warranty was intact.I personally have only purchased jeeps in my lifetime. I have purchased 3 - never another type of vehicle! To be treated this way after such loyalty is appalling. Sadly, I purchased all three at Verona Jeep - but their franchise was taken away after we bought our Commander. Now we are made to work with Monroeville which has no morals and terrible customer service.I don't know why Chrysler felt the need to deny our warranty but I will make it a mission in my life to inform the public of this profound unfairness by this company starting with social media.We are a young couple with young children who cannot afford this problem especially when we don't deserve it.
Regards,
[redacted]