Gengras Chrysler Dodge Jeep

Complaint: [redacted] I am rejecting this response because:What the business wrote is a lie! I did not know about anything to do with a newspaper ad! My husband had stopped into Gengras a few weeks earlier and met Peter When we showed up unannounced on our way to dinner, he saw him and came over to talk He said there was a compass that had come in that met our needs We had NO idea until after we drove car about rebates!!! I did not drive car 1,miles before I said anythingI garaged car for first days I owned it Then the first day I drove it, July 7, I noticed issue and contacted service to ask home to program it and fix chip they had promised Car had 1,when brought to Gengras for Peter to program because I had brought it to ***! But they were told before that! Also I have a text to Peter on July 14, stating issue! I have numerous texts to him and to and from Dave W [redacted] What a disgrace Gengras is! I was a past customer too! To lie!!!!! Sincerely, [redacted] ***

Here is the latest in my [redacted] repairsPlease attach these invoices to my complaint number [redacted] I am asking that the dealership now reimburse me $3,for the repairs I had to make on this vehicle todayAnd to reimburse me the enterprise rental car charge of that this nightmare created Total out of pocket expense $ Has the dealership responded yet to my complaint?? Thank you for your attention in this matter [redacted] see attached document

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 Sincerely, [redacted] Yes I accept the money resolution I still fell it should not have taken three weeks to fix the car I think the wrong part order was a stall due to their overbooking No repair should have taken three weeks I have never had a repair take that long

When our service manager spoke with the customer after the repairs were completed, we collectively reduced the invoice from the $total down to $1343.92, a total savings of $on work order number [redacted] The final outcome was the customer was appreciative that the effort was made to give her the $credit and provide a further discount as compensation for the delay The delay was caused due to the PCM ordering and the wrong part showed up after waiting for a week The PCM was reordered and the correct number was in stock at the warehouse which was shipped the same day The incorrect part number which arrived was on backorder from the beginning of the order In short, the reduction of the invoice was in the amount of $which the customer was appreciative

Fro [redacted] ]Sent: Wednesday, January 11, 5:PMTo: [email protected]: complaint # [redacted] To: Revdex.com This is just to informed that we resolved the problem with my JeepGengras did fix my Jeep and I am now happy with the serviceThe noise is gone and they gave me two years warranty just in case the noise comes back they will fix my Jeep at no costThank You for your help and for contacting them to make sure this issue was solved immediatelyI really appreciate it a lotGod Bless! [redacted] ***

We were able to access the complaint when we initially received this message on 11/27, and have been in contact directly with the customer to resolve the issueOn 11/27/17, Service Manager Chris M*** called the customer (*** ***) and left a voice messageHe also followed up with an email
to *** *** to call Chris backThe recall for the air bags that *** *** initially brought his vehicle in for service is a separate incident from the brakes which caused the rattling and shakingThe air bag module is under the passenger side seat and has nothing to do with the braking systemOn 11/27/17, Chris M*** offered to have *** *** bring in his *** *** to look at the car at no charge to find out what was going on*** *** brought his *** *** back to Gengras on 12/28/Gengras rechecked the car and determined that new tires were needed on the vehicle*** *** declined to have the tires replaced at that time

I would like to update the letter I sent with more specific information as I realized some statements can be misunderstood and misinterpretedPlease see my attached letter with the updates
Thank You.%

Complaint: ***
I am rejecting this response because:
What the business wrote is a lie! I did not know about anything to do with a newspaper ad! My husband had stopped into Gengras a few weeks earlier and met Peter When we showed up unannounced on our way to dinner, he saw him and came over to talk He said there was a compass that had come in that met our needs We had NO idea until after we drove car about rebates!!!
I did not drive car 1,miles before I said anythingI garaged car for first days I owned it Then the first day I drove it, July 7, I noticed issue and contacted service to ask home to program it and fix chip they had promised Car had 1,when brought to Gengras for Peter to program because I had brought it to ***! But they were told before that! Also I have a text to Peter on July 14, stating issue! I have numerous texts to him and to and from Dave W***
What a disgrace Gengras is! I was a past customer too! To lie!!!!!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I'm rejecting the response because the problem is not with my brakes. The technician that went on a test ride with me acknowledged there is no problem with the tires but suggested I balance my tires or replace my tires. The business did give me a quote for new tires but the quote was actually for the wrong size. I accept this oversight however and I will buying new tires but not from this business.
Sincerely,
*** *** ***

This customer came in and purchased an ad car that was in the newspaper. It was a one only loss leader vehicle which was properly disclosed to her. After she had the vehicle and drove it for roughly 1000 miles she decided it did not have some of the features that her traded in vehicle had. There...

was no wrong doing by anyone in our sales department as she never discussed these items. Our sales manager wanted to try and make her happy and offered to take her vehicle in on trade and sell her a more equipped vehicle but she did not want to pay the difference which would have been approximately $4500.00.
Thank you,
Evan N[redacted]
General Manager
[redacted]

Complaint: [redacted]
I am rejecting this response because:What the business wrote is a lie!  I did not know about anything to do with a newspaper ad! My husband had stopped into Gengras a few weeks earlier and met Peter.  When we showed up unannounced on our way to dinner, he saw him and came over to talk.  He said there was a compass that had come in that met our needs.  We had NO idea until after we drove car about rebates!!!  I did not drive car 1,000 miles before I said anything. I garaged car for first 6 days I owned it.  Then the first day I drove it, July 7, I noticed issue and contacted service to ask home to program it and fix chip they had promised.  Car had 1,000 when brought to Gengras for Peter to program because I had brought it to [redacted]!  But they were told before that!  Also I have a text to Peter on July 14, stating issue!  I have numerous texts to him and to and from Dave W[redacted].  What a disgrace Gengras is!  I was a past customer too!  To lie!!!!!
Sincerely,
[redacted]

Here is the latest in my [redacted] repairs. Please attach these invoices to my complaint number [redacted]. I am asking that the dealership now reimburse me $3,951.39 for the repairs I had to make on this vehicle today. And to reimburse me the enterprise rental...

car charge of 229.22 that this nightmare created .  Total out of pocket expense $4180.61    Has the dealership responded yet to my complaint??  Thank you for your attention in this matter.  [redacted] see attached document

When our service manager spoke with the customer after the repairs were completed, we collectively reduced the invoice from the $2000 total down to $1343.92, a total savings of $656.08 on work order number [redacted].  The final outcome was the customer was appreciative that the effort...

was made to give her the $400 credit and provide a further discount as compensation for the delay.   The delay was caused due to the PCM ordering and the wrong part showed up after waiting for a week.  The PCM was reordered and the correct number was in stock at the warehouse which was shipped the same day.  The incorrect part number which arrived was on backorder from the beginning of the order.  In short, the reduction of the invoice was in the amount of $656.08 which the customer was appreciative.  .

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.
Sincerely,
[redacted]
 
Yes I accept the money resolution.  I still fell it should not have taken three weeks to fix the car.  I think the wrong part order was a stall due to their overbooking.  No repair should have taken three weeks.  I have never had a repair take that long.

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.
Sincerely,
[redacted]  Yes I accept the money resolution.  I still fell it should not have taken three weeks to fix the car.  I think the wrong part order was a stall due to their overbooking.  No repair should have taken three weeks.  I have never had a repair take that long.

When our service manager spoke with the customer after the repairs were completed, we collectively reduced the invoice from the $2000 total down to $1343.92,...

a total savings of $656.08 on work order number [redacted].  The final outcome was the customer was appreciative that the effort was made to give her the $400 credit and provide a further discount as compensation for the delay.   The delay was caused due to the PCM ordering and the wrong part showed up after waiting for a week.  The PCM was reordered and the correct number was in stock at the warehouse which was shipped the same day.  The incorrect part number which arrived was on backorder from the beginning of the order.  In short, the reduction of the invoice was in the amount of $656.08 which the customer was appreciative.  .

Fro[redacted]]Sent: Wednesday, January 11, 2017 5:30 PMTo: [email protected]: complaint #[redacted]
 To: Revdex.com This is just to informed that we resolved the problem with my Jeep. Gengras did fix my Jeep and I am now happy with the...

service. The noise is gone and they gave me two years warranty just in case the noise comes back they will fix my Jeep at no cost. Thank You for your help and for contacting them to make sure this issue was solved immediately. I really appreciate it a lot. God Bless! 
[redacted]

This customer came in and purchased an ad car that was in the newspaper. It was a one only loss leader vehicle which was properly disclosed to her. After she had the vehicle and drove it for roughly 1000 miles she decided it did not have some of the features that her traded in vehicle had. There was...

no wrong doing by anyone in our sales department as she never discussed these items. Our sales manager wanted to try and make her happy and offered to take her vehicle in on trade and sell her a more equipped vehicle but she did not want to pay the difference which would have been approximately $4500.00.
Thank you,
Evan N[redacted]
General Manager
[redacted]

Here is the latest in my [redacted] repairs. Please attach these invoices to my complaint number [redacted]. I am asking that the dealership now reimburse me $3,951.39 for the repairs I had to make on this vehicle today. And to reimburse me the...

enterprise rental car charge of 229.22 that this nightmare created .  Total out of pocket expense $4180.61    Has the dealership responded yet to my complaint??  Thank you for your attention in this matter.  [redacted] see attached document

Review: Dear Sir or Madam: My name is [redacted]. My wife and I purchased a new 2013 [redacted] on September 16, 2013 from Gengras Chrysler Dodge Jeep in[redacted]. The New [redacted] replaced our 2004 [redacted] that started having mechanical issues at 185,000 miles. Gengras’s sales department was great at first when selling us the new vehicle, but then became unreliable once the vehicle was sold. I have financed and driven this vehicle for 16 months. In that time, I have repeatedly scheduled service appointments for initial problems discovered at the time of purchase, for occurring problems and for reoccurring problems we have had with the 2013 [redacted]. I have been in the Gengras Service department seven and soon to be eight times with the upcoming Alternator Recall issued in October 2014. Out of the seven service appointments, four have been recall related, all of which are said to be potentially dangerous if not fixed. During the buying process I had also purchased a Resist-all protection package for exterior paint and interior seats and surfaces. Three days later, I returned to the Dealer to pick up the vehicle and asked to test drive it as I hadn’t driven that specific vehicle. During the test drive I noticed that there were a few scratches on the lower driver’s side windshield that were not there when I purchased the vehicle. The longest scratch was about 5 inches in length. The sales representative looked at the scratch and wrote an “I owe you” to have the windshield repaired as it was a brand new vehicle that sat in the show room. I called and Gengras referred me to a third party service. I scheduled to have the windshield repaired and the repair never happened. The company was supposed to come to my work or home to fix the windshield. I called the sales representative that sold us the vehicle and asked him to schedule an appointment to have the windshield fixed at Gengras and that I would bring the [redacted] to them. I still have not heard from him at this point. 1.- I called the service department to insist on having an oil change at 5 or 6 thousand miles as stated when I bought the vehicle. Service told me “the vehicles computer” will tell me when to bring the vehicle in for the first oil change. At 9 thousand miles I scheduled an appointment to have the oil changed. One week later the “Schedule Oil Change” message came on. I had to return to Gengras to clear the message. From here on out the vehicle’s oil was changed at 3,000 to 3,500 mile intervals. 2. - My next service appointment was to have the tailgate fixed for not locking. The service department called to say they took the tailgate apart and found the “latch unplugged” and they had fixed the issue. They had the vehicle for 1 day. 3. and 4. - Not long after the tail gate service was performed, another service visit was made to hopefully resolve a problem with a lack of shifting and loss of power that occurred while accelerating uphill. Evidently the problem was not fixed, as about two weeks later the same situation happened again while driving in traffic on a highway. I was furious that this happened again. The second time I brought the vehicle directly to Gengras. Gengras had the vehicle for 3 days to investigate the cause. The Service Department replaced the oil switch which I questioned as being a fix to this problem. (11,271 miles) 5. - I scheduled yet another appointment to have my front passenger seat cleaned as some food had soiled the cloth car seat. Included in this appointment was a fix for the squeaky driver seat that had developed, a Break System Recall, and, finally, the windshield “repair.” Gengras had given me a loaner vehicle for 3 days. The Recall was performed and the squeak was gone. As for the scratch and seat cover, BOTH WERE IN WORSE CONDITION THAN WHEN I BROUGHT THE VEHICLE IN FOR SERVICE and I’m told to file a claim with Resist-all for a replacement seat cover that would total $521.00 which I refused to be responsible for paying for AFTER PURCHASING A $700 PROTECTION PLAN! The scratch in the windshield was now a vivid white line in the glass. I complained and the service department suggested I FILE A CLAIM with my insurance company! (15,589 miles). I could not believe this was happening. I was angry and frustrated. I spoke to our sales representative with hope that he may have been able to get these incidents taken care of. Once again, I have not heard back from him. ALTHOUGH, Gengras continues to contact me about TRADING IN MY 2013 [redacted] FOR A NEW 2014! That is amazing customer service. 6. - On my way home from work almost 8,000 miles later, the vehicle again experienced a loss of power and lack of shifting. At home I researched 2013 [redacted] consumer complaints and found that there were multiple complaints of people experiencing the same loss of power and shifting problems as I was having. On my way to Gengras the next morning, the vehicle again had a lack of acceleration. At this point I just wanted to get rid of this vehicle. I told the dealer’s service department to FIX the problem and that I needed a loaner vehicle as they would have the [redacted] for a couple days. No loaner vehicle was available so Gengras rented me a vehicle from [redacted] (across the street from Gengras in [redacted]) on [redacted] behalf. Believe it or not, an employee of [redacted] backed into the rented car on the [redacted] parking lot as I was leaving. This led to more inconvenience, frustration and an unsettled claim two months later all thanks to the new [redacted]. The vehicle was at Gengras for 4 days. They replaced the Oil Pump. (23,653 miles). Again I question this as the fix for this problem. 7. - Once again, the vehicle lost power. (December 28, 2014, (25,500 miles)) The last straw was on January 6, 2015, 10 days after the previous loss of power. The vehicle stalled without warning while going uphill. I lost power steering, brake pressure, the brake pedal was very hard to push which resulted in rolling backwards downhill while in “DRIVE”. THIS IS NOT SAFE! LUCKILY THERE WERE NO VEHICLES BEHIND ME AS THIS COULD HAVE RESULTED IN AN ACCIDENT AT MY FAULT? OR [redacted] FAULT!! The vehicle came to a stop and I turned it off. After two failed attempts of restarting the vehicle, it finally started and drove normal as if nothing happened. 8. - JANUARY 7, 2015, the 2013 [redacted] has been dropped off at Gengras for service, no estimated time was given for when the vehicle will be “FIXED.” I am WITHOUT a loaner vehicle, have no rental vehicle unless [redacted] would like to handle my unsettled [redacted] Claim and have missed work due to this INCONVENIENCE of a [redacted]. My family and I have owned [redacted] and [redacted] for the past 35 years and the 2013 [redacted] is by far the greatest disappointment. I had much hope that this vehicle would confirm the “new face” of [redacted], which it did, the vehicles have beauty on the outside, but beauty is not what gets you to work and transports your family safely.Desired Settlement: Enough is enough!! I purchased a new vehicle to get away from the hassles of repairs and the worries of getting stuck on the road and all I have done with this vehicle so far is repairs and have mechanical problems on the road. However, I would like [redacted] to refund the full purchase price of their wonderful vehicle and take it off my hands. I am not asking for a replacement vehicle as I have lost respect for the service and reliability of [redacted] Products. This is a very serious matter and I look forward to hearing from you soon.

Consumer

Response:

I would like to update the letter I sent with more specific information as I realized some statements can be misunderstood and misinterpreted. Please see my attached letter with the updates.