Gaea Retreat

This is in respond to Mr [redacted] 's complaintThe vehicle has been here once back in Feb of We did replace a couple of sensorsOne of the sensor as Mr[redacted] stated did required topping off with some coolantIt did not require a total replenishment but rather a top offThe coolant that was added was the correct coolant for his applicationThis coolant is used in most 2013+ year vehiclesAs stated from our service manager we do not know what has contaminated his coolant systemIt is not consistent with mixing of coolantsWhich as stated we have seen before since now there are so many different types of coolant, however it looks like a different substanceWhen coolants are mixed in most cases can be flushed out and the right coolant put back inThat is not the case hereThis substance is something we have not seen beforerecommended coolant when topping off or flushing the systemAgain we do not know what has been added to Mr [redacted] 's coolant system prior to or after the repair was madeThe history on this vehicle suggest several maintenance or repair facilities have also serviced the vehicleThis vehicle prior to Mr [redacted] owning was owned by a fleet company and then bought at auction by [redacted] where Mr [redacted] bought the vehicle with roughly milesIt was brought to us at close to miles and it currently has almost miles nowSears has been the primary service facility since Mr [redacted] bought the vehiclePerhaps this is something that was done prior to ownership or another facility accidently put something in the coolantWe simply don't knowWe only know that it is contaminated with somethingContamination is not a warrantable itemI would never point to another facility however we believe based on our professional opinion that this was not of our doingI would be glad to work with the customer with the repair cost, the contamination is pretty extension because there is no flow at all through the coolant systemI am very sorry I did not return his callI did have my service manager call him immediately after receiving his message as I was in a meetingI have attached the repair invoice from Feb as well as the vehicle Carfax to show how many people have serviced the vehicle before usAgain I am willing to help out with the cost of the repair but do not feel as though we are at fault for the contamination

Revdex.com: 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] ***

This issue has been resolved with working out the deal with the customerOur sales team contacted customer and worked all of the issues that the customer hadCustomer has now purchased a new vehicle from us and is satisfied

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

We apologize that Mr*** feels we made seven inquiries on his creditIt is our goal at Mac Haik to retain the best rates possible for all our customersShopping one bank simply eliminates our ability to do so. Mr*** gave us approval to do so when he
completed the credit appIf this indeed did show up as seven hard inquiries I would be very surprised because all inquires were done on the same business day it usually only shows as one hard inquiryI can assure you anytime you are purchasing a big item you should never put all your eggs in one basketEach bank has there own way of looking at credit and how they score a customerThat means even though the customer's credit score is the same, rates can be vary from bank to bankI hope this information has been helpful to Mr***

This is in respond to Mr. [redacted]'s complaint. The vehicle has been here once back in Feb of 2017. We did replace a couple of sensors. One of the sensor as Mr.[redacted] stated did required topping off with some coolant. It did not require a total replenishment but rather a top off. The coolant...

that was added was the correct coolant for his application. This coolant is used in most 2013+ year vehicles. As stated from our service manager we do not know what has contaminated his coolant system. It is not consistent with mixing of coolants. Which as stated we have seen before since now there are so many different types of coolant, however it looks like a different substance. When coolants are mixed  in most cases can be flushed out and the right coolant put back in. That is not the case here. This substance is something we have not seen before. recommended coolant when topping off or flushing the system. Again we do not know what has been added to Mr. [redacted]'s coolant system prior to or after the repair was made. The history on this vehicle suggest several maintenance or repair facilities have also serviced the vehicle. This vehicle prior to Mr. [redacted] owning was owned by a fleet company and then bought at auction by [redacted] where Mr. [redacted] bought the vehicle with roughly 38000 miles. It was brought to us at close to 40000 miles and it currently has almost 50000 miles now. Sears has been the primary service facility since Mr. [redacted] bought the vehicle. Perhaps this is something that was done prior to ownership or another facility accidently put something in the coolant. We simply don't know. We only know that it is contaminated with something. Contamination is not a warrantable item. I would never point to another facility however we believe based on our professional opinion that this was not of our doing. I would be glad to work with the customer with the repair cost, the contamination is pretty extension because there is no flow at all through the coolant system. I am very sorry I did not return his call. I did have my service manager call him immediately after receiving his message as I was in a meeting. I have attached the repair invoice from Feb as well as the vehicle Carfax to show how many people have serviced the vehicle before us. Again I am willing to help out with the cost of the repair but do not feel as though we are at fault for the contamination.

Revdex.com:
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 changed this customer in our system to do not call or contact. The salesperson is no longer with the dealership. We do not condone such advice. We do not advise our customer's on what they should do regarding their credit situation. It's simply our job to present numbers to the customer as...

well as the bank. If this happen I agree that it was unprofessional and for that I am sorry. Again we do not condone such advice.Thank you

Complaint: [redacted]
I am rejecting this response because:Unfortunately as the events transpire the root cause of break down is completely inconsistent with your different service advisors. As stated in my original complaint, which I'm shocked how fast I got a response when Mopar has been trying for the prior five days to get. This system was compromised and touched only once since I have owned this truck, this was done by your dealership. Your company opened a closed system in two different places which requires top off of some kind. The coolant which conveniently was not put on the receipt for us to have proof of what you put in the truck. Your advisor when questioned about this stated it was put in the truck and he did not know what was put in. Then when asked by another service advisor from another dealership about this, your service advisor stated he believes they caused this issue and cannot convince "the boss" to do the repairs. Twice have I heard we probably caused the issue, but stories keep changing. This was the same service advisor that assisted me on the first repair prior to this visit. As far as blame placed elsewhere, Sears does my oil exchanges and does not do any type of coolant top offs. I have been going there six years, and have never experienced any issues. I have been going to your dealership six months and here we are. As far as putting blame before your repairs both your service advisors stated they believe if there are any issues in coolant usually show up pretty quick. The car fax that you added shows no need for coolant or any components being replaced to compromise that. So we can rule that out as well. That raises yet another question if the coolant was compromised when you did the repair back in February why was this not fixed then? As a dealership whose soul job is to be experts on this make of vehicle why would we let that go unfixed? I'm amazed how this dealership states you cannot test coolant to find a proper diagnosis but yet assumes it's lotion and you state I compromised it. Why would I do this for any reason? I will attach a forum from Mopar who diagnoses why coolant has a ammonia smell, which it states it gets that smell from being topped off by another wrong fluid. Only top off has been done was by your dealership. 
Regards,
[redacted]

Could the customer provide proof of the car fax report they were shown? If the customer would like they could have us appraise the vehicle. I would appraise the vehicle more on its current condition then deduct for prior repaired damage. Although it is a factor it wouldn't be based solely on that....

It certainly isn't our practice here to mislead a customer about prior damage.