Galena Chrysler Plymouth Dodge

Our office manager who handled the payoff is not here today so I can't tell you the status But, I can tell you the payoff lender, would have been or will be, contacted for the exact payoff and per diem interest charge so we aren't sending a third check to pay off this loan I will check status tomorrow and respond The key arrived this AM and will be sent out today You may want to wait on taking the truck to [redacted] so you can have them prog [redacted] the keys at the same time Mr [redacted] was told to bring the truck back here so we could check the ball joints but refused This alone is the main reason we refuse to give any consideration to the ball joint issue We operate, like all warranty companies operate Every repair concern has to be first verified We have had other issues in the past with customers calling about ball joint concerns Most technicians and I could say ALL technicians with the exception of [redacted] technicians, put a pry bar under the wheel while the wheel is jacked up and test for play This is the easy way to test for ball joint play and to get work The correct way and the only way [redacted] will authorize a ball joint repair is to gauge the amount of clearance All ball joints will have some play or clearance and this doesn't mean they are bad We just had a customer bring in his [redacted] with miles on it and tell us it wouldn't pass the ILcommercial vehicle inspection We told him the same thing we are telling you and sent him back with the tolerances spelled out and the vehicle passed It turns out the inspector used a pry bar to check for ball joint play and not the correct method of actually measuring the ball joint play or clearance To tell a customer that the ball joints were so bad they recommended him not to drive the truck could mean two things; they didn't want him taking the truck and chance loosing a lucrative repair or they were this bad However, we have pictures of the tires on the truck prior to Mr [redacted] buying it and if the ball joints were this bad, the front tires would have shown an erratic tire wear which these didn't or we would have replaced the tires when we received it on trade For information purposes, to properly test ball joints on a [redacted] with Link and Coil front suspension, measure both lower ball joints (left and right side) together and if the total joint movement is above inches (mm), then replace the lower ball joints Do the same with the top ball joints and if the movement is above inches (mm), then replace the upper ball joints

Complaint: [redacted] I am rejecting this response because: there is no resolution and no admittance that they need to make it rightI spoke to [redacted] about the windows in the back not rolling down along with the other defects when I received it I also spoke to his father (John) about the shape and the defects when delivered including the non working WindowsAnd the fact that the leaks and power steering pump had not been fixed at galena Chrysler before it was delivered is unacceptable because now I have had to make sure that it gets repaired with the extended warranty that I purchased and the fact that it is still whining after pumps and a gearbox could mean an underlying problem not necessarily a problem with the mechanic.again [redacted] has dropped the ball and blaming the customer instead of owning up to the mistakeP.sMy time is valuable and taking it in every 3-months for the whining pump is not my idea of a good used vehicle from a dealership for which they know why we buy these jeeps; for our job and should be in top shape for the price we have paid for them Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have as yet to receive the keyI will consider this resolved when the key is in my possession and proves to be accurately coded to work with the vehicle we purchased Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I will wait on the loan and the keys to ensure they do get sent as they have been promised The ball joints should not have had all the play that they did, they should not more under their own weight (when removed from the truck) The tires in question were removed prior to my arriving and the spare was completely bald I still feel as though the dealership should pay for the ball joints and that they should have disclosed all issues with the truck including the head gasket issue and u joint issue ( [redacted] Country in Cedar Rapids Iowa) is currently fixing so I have not had my truck at all in the last week and a half due to repairs I would like to point out the misdirection that was used during the last correspondence about the keys They stated that the truck was traded with only one set and acted as though they are sending another set out of the kindness of their hearts I have emails where they said there was a second set, emails of how they tried to not replace the second set and then finally emails saying they would replace the set they lost which once I received them, they turned out to be the wrong keys I will look forward to seeing them in the mail if they do indeed arrive and I look forward to a call from my bank ensuring me that the remainder of the loan amount is paid off so the title can be released As for the ball joints I am still going to disagree on you not paying for the replacement let alone just the cost of parts Sincerely, [redacted]

Tell us why We sold Mr*** of ***, Iowa a *** *** *** *** diesel crew cab that we took in on trade for a new similar truckThis one owner truck had 64,miles on it at the time of tradeWhen Mr*** first called us on the truck, he was told it was a good truck and if anything,
the tires were going to need replacing eventually because they were showing wearWe made a deal with Mr*** which included new tires which were installed prior to him picking up the truckMr*** called us a week later and told us a repair shop had told him he needed new ball jointsWe disputed their diagnosis and asked him to bring the truck back to us to check out their findingsSince we had checked the truck over at the time it was traded into us and that it was highly unlikely that a truck of this caliber and with low miles would need such a repairWe needed to see the truck for ourselvesWe are talking about four different ball jonts on a heavy duty truckReplacing one in a truck with less than 65,miles would be unusual, but replacing all four is unheard ofMr *** told us he wasn't going to bring the truck back to our dealership because it was too far and went ahead and had the work performed elsewhere, this was his decision.If the truck needs a u-joint and if the truck needs a head gasket, both these items are covered under the original year, 100,mile drive train warrantyAgain, these are unlikely but would have to be verified and the work performed by a *** dealer, but it has to be a *** dealer.We sent Mr*** a duplicate key, since the previous owner had only traded it in with one keyWe sent him a key without the factory optional remote start button but agreed to get him the correct keyWe told Mr*** when we agreed to send him the key, he had to either bring the truck back to us or we would pay another dealer to do the mandatory reprogramming of the keysThese keys do not come pre-programmed.We did pay off Mr*** loan he had on his trade in but it was $dollars shortMr*** had supplied us with the loan pay off dollar amount since his lender would only supply the pay off amount to the borrower, him, not to us, a dealerWhen we secure a payoff, we always ask for a day payoff amount so it gives plenty of time for the check to arrive by mailI don't know what the timing was here, but we told Mr*** we would pay the lender the balanceWhen Mr*** purchased the truck, he was given the opportunity to purchase an extended service contract, or to take the truck with the remaining factory drive train warrantyHe chose the to buy the truck with the existing factory drive train warranty.In recapping, the truck had new tires on it when Mr*** purchased it, his loan was paid off using the dollar amount we received from him, we will pay the lender the $We have the correct key orderedHe'll have to take the truck and keys to a dealer for reprogramming, which we will pay forThe head gasket, if diagnosed by a *** dealer to be defective, would be replaced under the manufactures drive train warrantyIf the u-joint is bad, it will also be replaced under warranty, again by a *** dealerOur position is we do not believe the ball joints needed replacing and would not have been covered under the drive train warranty anyway Mr *** took the truck to an independent shop, not a franchised *** dealer who would have the factory specs and tolorances allowed and who is the factory warranty providerHe was asked to come here, as we are also a *** dealer (about a mile trip), but refused.Our technitions work strictly on flatrate meaning they only get paid for the work performedReplacing ball joints is considered “gravey” work for themI'm very confident they wouldn't have missed this when the truck was in the shop for the used vehicle inspection the first time or when it was in for tires the second timehere

s not aware that the key did not get to him. I apologize for any problem or misunderstandings. I will follow up on this

Date: Fri, Feb 16:21:+0000From: ***@yahoo.comTo: ***@hotmail.comSubject: Re: You have a New Message from Revdex.com Serving Chicago and Northern Illinois Complaint #***Mr*** purchased this Jeep February 24, when it had 92,miles on it. When the Jeep arrived
at our dealership we took it to a detail company to have a full detail doneThe full detail we have done consists of; shampooing of the carpet, seats, full detail of the interior and exterior and polishing the exteriorOn all Jeep Wranglers the carpet is completely removable along with the doors and the roofThe issue of the carpet coming up is due to the design of the Jeep, as the carpet can be removed if one needs to hose the entire cavity out. To fix this, one has to tuck the carpet in and/or adhere it in place if there is no intention of ever removing the carpet again.The issue regarding the whining noise on the Jeep we were notified about right after delivery by Mr*** and was advised by the mechanic he took the Jeep into to have diagnosed for the whining and the transmission and power steering leakWe were advised that the whining was due to the power steering which we paid to have the mechanic of Mr***'s choice repair. Mr *** did not tell us about the rear windows being inoperable, so we have not addressed this issue. Mr*** has owned this Jeep for one year. He also has a warranty that should cover the repair of these items.The dent in the front bumper was displayed in the pictures we place on our website of our used vehicleWhen we place a used vehicle on our website for sale we post at least pictures of the Jeep trying to detail as much as we can since most of our customers, such as Mr***, do not get to see the Jeep in person. The Jeep was used . The price of a used vehicle goes up proportionately with the amount of repairs done to it. A dent in the front bumper will not hinder its performance on the route.The issue regarding the carpet is beyond our control since on every Jeep Wrangler the carpet is removableHowever the issue that Mr*** is describing can be fixed by simply tucking the carpet back inThe Jeep Wrangler is built so that the carpet can be pulled out and the entire interior can be rinsed out and water drained using the floor plugs located under the first row seats.From: ***@yahoo.comTo: ***@hotmail.comSubject: Re: You have a New Message from Revdex.com Serving Chicago and Northern Illinois Complaint #***Mr*** purchased this Jeep February 24, when it had 92,miles on it. When the Jeep arrived at our dealership we took it to a detail company to have a full detail doneThe full detail we have done consists of; shampooing of the carpet, seats, full detail of the interior and exterior and polishing the exteriorOn all Jeep Wranglers the carpet is completely removable along with the doors and the roofThe issue of the carpet coming up is due to the design of the Jeep, as the carpet can be removed if one needs to hose the entire cavity out. To fix this, one has to tuck the carpet in and/or adhere it in place if there is no intention of ever removing the carpet again.The issue regarding the whining noise on the Jeep we were notified about right after delivery by Mr*** and was advised by the mechanic he took the Jeep into to have diagnosed for the whining and the transmission and power steering leakWe were advised that the whining was due to the power steering which we paid to have the mechanic of Mr***'s choice repair. Mr *** did not tell us about the rear windows being inoperable, so we have not addressed this issue. Mr*** has owned this Jeep for one year. He also has a warranty that should cover the repair of these items.The dent in the front bumper was displayed in the pictures we place on our website of our used vehicleWhen we place a used vehicle on our website for sale we post at least pictures of the Jeep trying to detail as much as we can since most of our customers, such as Mr***, do not get to see the Jeep in person. The Jeep was used . The price of a used vehicle goes up proportionately with the amount of repairs done to it. A dent in the front bumper will not hinder its performance on the route.The issue regarding the carpet is beyond our control since on every Jeep Wrangler the carpet is removableHowever the issue that Mr*** is describing can be fixed by simply tucking the carpet back inThe Jeep Wrangler is built so that the carpet can be pulled out and the entire interior can be rinsed out and water drained using the floor plugs located under the first row seats.The issue of the power steering pump needing to replaced is unfortunate. It is impossible to predict issues that can happen with a used vehicle over the course of a yearThe fact that the power steering pump has been replaced four times by another mechanic, not by our dealership, should not fall on Galena Chrysler's responsibility but on the mechanic making the same repair four times over the course of a year.The leaks from the doors and the roof is also consistent with the design of a Wrangler since the doors and the roof are completely removable. It may leak in a pouring rain or a car wash. Again, this is the first that we have been notified regarding the leak issue on Mr***'s Jeep Wrangler. The Jeep was used on a mail route and has dust embedded which falls out when bouncing down the road. Mr*** did purchase an extended warranty through us. That warranty is through a third party company, not our dealershipThe contract he signed specifically lists any items that are not covered along with items that are coveredMr*** purchased a used Jeep Wrangler with 92,miles on it. We did perform a service inspection on the Jeep when it was traded to us. We made the repairs to the Jeep that we notated here at our dealershipUnfortunately, along with any used vehicles it is impossible to predict what items may need repair over a year, especially considering the age, the amount of miles that have been put on, and how the Jeep is being used. Our entire response *** ***Sales ManagerGalena Chrysler & *** ***

Complaint: [redacted]
I am rejecting this response because: there is no resolution and no admittance that they need to make it right. I spoke to [redacted] about the windows in the back not rolling down along with the other defects when I received it I also spoke to his father (John) about the shape and the defects when delivered including the non working Windows. And the fact that the leaks and power steering pump had not been fixed at galena Chrysler before it was delivered is unacceptable because now I have had to make sure that it gets repaired with the extended warranty that I purchased and the fact that it is still whining after 4 pumps and a gearbox could mean an underlying problem not necessarily a problem with the mechanic.again [redacted] has dropped the ball and blaming the customer instead of owning up to the mistake. P.s. My time is valuable and taking it in every 3-4 months for the whining pump is not my idea of a good used vehicle from a dealership for which they know why we buy these jeeps; for our job and should be in top shape for the price we have paid for them
Sincerely,
[redacted]

1.  Our office manager who handled the payoff is not here today so I can't tell you the status.  But, I can tell you the payoff lender, would have been or will be, contacted for the exact payoff and per diem interest charge so we aren't sending a third check to pay off this loan.  I will check status tomorrow and respond.2.  The key arrived this AM and will be sent out today.3.  You may want to wait on taking the truck to [redacted] so you can have them prog[redacted] the keys at the same time.4.  Mr. [redacted] was told to bring the truck back here so we could check the ball joints but refused.  This alone is the main reason we refuse to give any consideration to the ball joint issue.  We operate, like all warranty companies operate.  Every repair concern has to be first verified.  We have had other issues in the past with customers calling about ball joint concerns.  Most technicians and I could say ALL technicians with the exception of [redacted] technicians, put a pry bar under the wheel while the wheel is jacked up and test for play.  This is the easy way to test for ball joint play and to get work.  The correct way and the only way [redacted] will authorize a ball joint repair is to gauge the amount of clearance.  All ball joints will have some play or clearance and this doesn't mean they are bad.  We just had a customer bring in his 2015 [redacted] 3500 with 6000 miles on it and tell us it wouldn't pass the IL. commercial vehicle inspection.  We told him the same thing we are telling you and sent him back with the tolerances spelled out and the vehicle passed.  It turns out the inspector used a pry bar to check for ball joint play and not the correct method of actually measuring the ball joint play or clearance.  To tell a customer that the ball joints were so bad they recommended him not to drive the truck could mean two things; 1. they didn't want him taking the truck and chance loosing a lucrative repair or 2. they were this bad.  However, we have pictures of the tires on the truck prior to Mr. [redacted] buying it and if the ball joints were this bad, the front tires would have shown an erratic tire wear which these didn't or we would have replaced the tires when we received it on trade.  For information purposes, to properly test ball joints on a [redacted] with Link and Coil front suspension, measure both lower ball joints (left and right side) together and if the total joint movement is above 0.090 inches (2.29 mm), then replace the lower ball joints.  Do the same with the top ball joints and if the movement is above 0.060 inches (1.52 mm), then replace the upper ball joints.

Complaint: [redacted]
I am rejecting this response because: I will wait on the loan and the keys to ensure they do get sent as they have been promised.  The ball joints should not have had all the play that they did, they should not more under their own weight (when removed from the truck).  The tires in question were removed prior to my arriving and the spare was completely bald.  I still feel as though the dealership should pay for the ball joints and that they should have disclosed all issues with the truck including the head gasket issue and u joint issue ([redacted] Country in Cedar Rapids Iowa) is currently fixing so I have not had my truck at all in the last week and a half due to repairs.   I would like to point out the misdirection that was used during the last correspondence about the keys.  They stated that the truck was traded with only one set and acted as though they are sending another set out of the kindness of their hearts.  I have emails where they said there was a second set, emails of how they tried to not replace the second set and then finally emails saying they would replace the set they lost which once I received them, they turned out to be the wrong keys.   I will look forward to seeing them in the mail if they do indeed arrive and I look forward to a call from my bank ensuring me that the remainder of the loan amount is paid off so the title can be released.  As for the ball joints I am still going to disagree on you not paying for the replacement let alone just the cost of parts. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have as yet to receive the key. I will consider this resolved when the key is in my possession and proves to be accurately coded to work with the vehicle we purchased.
Sincerely,
[redacted]