Glendale Chrysler Jeep

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ This is the response sent to the customer: This letter is regarding your complaint to the Revdex.com on August 24th, for failure to refund $for an unapplied productOn June 17, you purchased a Jeep Wrangler from Glendale Chrysler Jeep Dodge Ram with VIN: [redacted] As per the signed documents, you purchased a Protection Package for your vehicle in the amount of $that was not applied at the time of deliveryYou came back to the dealership on June 20, to trade in the Wrangler for a Cherokee with VIN: [redacted] According to our records, we did mail a refund of $to you on August 18th, This check was then cashed on August 25th, We are also aware that we have promised a key for your vehicleWe are willing to get this key made and programmed at no cost to youIn order to get this completed, we must have the vehicle on-site in order to program the key to your vehicleWe have tried to make contact with you via the phone number you provided us when you purchased your vehicle but have had no success in reaching youPlease feel free to contact us to set up an appointment to have your new key programmed at no charge to you We extend our apologies to you for any inconvenience we may have caused you, and look forward to getting this issue resolved

Complaint: [redacted] I am rejecting this response because:-they didn't explain to me that the rental car was free-they didn't explain that they were refunding the $ Sincerely, [redacted]

On 5/11/at 4:Our Finance Manger [redacted] reached out to Mr [redacted] to schedule and appointment to visit with him regarding his concerns.Ms [redacted] was not available and will not be available unitl 5/16/at which time we will again attempt to reach Mr [redacted] .We need to talk to Mr [redacted] for a better understanding of his complaint.If in fact Mr [redacted] was not charged correctly we will refund him is money[redacted] General Manager

Customer came into dealership on June 8, Technician found a 16-18MA draw on battery Specifications is Technician found an aftermarket remote start tapped into system drawing down the batteryAt that time, customer was charged $diagnostic feeThe customer returned on June 9, and said the power locks were not workingWe determined that the battery in the vehicle was low and failed the GRTester and required replacementSince the customer was just in the day before, we refunded the customer the diagnostic charge of $and did not charge any labor to install the battery into her vehicleWe also covered a day of Rental car for the customer for the inconvenienceThe vehicle would have needed the battery to be replaced regardless of anything else that happened We have attached all supporting paperwork to this emailWe fully believe this matter is to be considered resolved, as all repairs and charges were required in order to address the customer's concerns

***Document Attached [redacted] We would at least like Glendale to refund what we paid them (Glendale) for the brake job in AugustAttached is their invoice for the brake jobAlso the invoice clearly showing the truck had to be towed back in because of the bad brake job and that the brake job was not done correctly that caused the problem(Glendale 8-18-2015)

In this situation the customer, [redacted] ***, took her vehicle to another repair facility and had a diagnosis and repairs completed at that shopWe at Glendale can not stand behind or be held financially responsible for another shop's diagnosis and repairsWe tried multiple times to get [redacted] [redacted] to bring her vehicle back to Glendale to have the repairs completedShe opted to take the vehicle somewhere elseSince the vehicle was worked on at another shop we had no way to determine how much the repairs would have been for the customerAs a goodwill gesture Glendale has and is still offering the customer, [redacted] a $1,credit for future repairs to be completed at Glendale Chrysler Jeep Dodge Ram

Initial Business Response /* (1000, 5, 2015/12/29) */
Contact Name and Title: *** *** Service Mgr
Contact Phone: XXXXXXXXXX
Contact Email: ***@goodcars.com
We are sorry to here that this customers service visit did not go as expectedWe strive to provide the best service possible and
attend to the customers concerns in a timely mannerWe did check this vehicle into our service department on November 21, for three concernsThe first concern was performing safety recall Rpertaining to the occupant restraint control module, the second concern was that the seat heaters were inoperative and third concern was that the check engine light was onWe completed the Rrecall on November 21, 2015, but did not have authorization to complete diagnostics for the other two concernsThe customer was made aware at time of drop off that the recall pertained to the Occupant restraint control module(part of airbag system) and would not cause the check engine light concernThe delay in getting the other two items inspected was waiting for the OK to proceed with diagnosticsWe received several calls back and forth from the customer and her boyfriendOnce we received authorization to perform diagnostics, we got the vehicle inspected right awayUnfortunately, neither of the items were covered under the customers extended warranty and the base warranty was expiredA claim under the base warranty cannot be backdated, doing such would be fraudulent and we would not participate in this activityThe customer called me at this point because she did not think she should have to pay both diagnostic chargesShe argued that the heated seat had already been diagnosed at another dealer, so she shouldn't have to pay it againEven though we had already received authorization to perform the diagnostics, I waived the one fee in an effort to work with the customerShe elected to not have any repairs performed and just pay for the one diagnostic chargeWhen she picked up the vehicle, the Check engine light was no longer on because the technician had cleared out the code during the diagnostic processBeing that no repairs were made, the light will come back on again in a short amount of timeThe customer told me that she traded in the vehicle before it came back onThe customer felt that the recall fixed the check engine light concern and that was the reason she was requesting a refund of the chargesThe check engine light was on due to a problem with fuel system on the vehicleThe recall addressed the airbag systemThere is no possible way that the recall corrected the check engine lightWhen any concerns arise we try to address them as soon as possible and work with the customer as much as we canWe have already done thisWe cut the diagnostic charges in halfI believe this was a fair compromiseAsking not to pay for any diagnostic charges when we have completed diagnostics on the vehicle as the customer requested, is not reasonable or fairWe have already gave a substantial adjustment and will not be making any more adjustment pertaining to this repair visit

Complaint: ***
I am rejecting this response because: This company did not provide me a free rental car I was charged for the rental car and for the labor
Sincerely,
*** ***

In the first attempt in repairing Mr***'s vehicle, we made a repair to the weatherstrip, water tested and leak was goneThe second time, we replaced the weatherstrip, water tested and the leak was goneThe third visit, we water tested the vehicle, and we could not duplicate any leakWe
suggested to have an outside specialist inspect it to see if they could find anything elseUnfortunately, he was scheduling about a week outWe offered Mr*** a loaner vehicle while the repairs were being made and to pick up his vehicleMr*** took his vehicle in at another dealershipHe called me to report that the water leak specialist was able to look at his vehicle the same day at the other dealershipHe stated that they made a repair and that all was ok nowIf there are any further issues, we would be glad to helpWe want Mr*** to be satisfied with his vehicle and the service he receives from us

Initial Business Response /* (1000, 5, 2015/07/06) */
Contact Name and Title: *** *** SrvManager
Contact Phone: XXXXXXXXXX
Contact Email: ***@goodcars.com
We have reviewed this complaint and spoken with the customerSeveral things in the process did not go as they should have and we
did see the customers side of the issueWe never want our customers to leave with an unsatisfactory experienceWe have refunded the amount the customer requested and hope to see her for service again in the future

To whom it may concern: On 10/03/2016, customer requested that we install a brake controller and program activation code on his Ram The customer supplied partsWe quoted the customer a price for installation, and they agreed to install priceWe installed the brake controller,
tested at the trailer plug connector at rear of vehicle and it appeared operation was goodThe customer’s wife called on 10/07/2016, stating that the brake controller was not operational and they needed a refundWe asked what was not working on the controller and what was happening, the answer could not be providedWe offered to call manufacturer of brake controller and to work with dealership it was currently atAfter several calls, the other dealership made the decision that the controller was not compatibleI called the customer as per his wife’s requestI had to leave a message and did not receive a return callOn 10/17/2016, I received a call from the customerHe explained that the other dealership said the controller was not compatible with his truckWe explained that the controller was not supplied by us, so we cannot guarantee compatibilityWe installed it as per customer’s request and tested to the best of our abilityHe asked if we would install the correct controller at no costWe got the customer a quote on the price of the Mopar controllerHe was not happy about the cost and compared it to online pricingHe asked if we would install the part he purchased onlineWe stated that we would, but could not guarantee functionality or provide warranty, given that we did not supply the partThe customer got more upset and stated that he would handle the issue on his ownIf we provide parts and labor for a repair, we can guarantee functionality and warranty the parts and labor if an issues arisesFor parts that we install that are not provided by us, we do not have a labor warranty if an issue arisesWe offered to install another brake controller for the customer at no charge in an effort to make the customer satisfiedObviously, we cannot continue to install brake controllers at no charge until we find one that worksWe would suggest to purchase a Mopar brake controller from usThis way we can guarantee performance and reliabilityWe will still honor the offer of a no charge install, but do not agree that a refund is justified in this situation

Complaint: ***
I am rejecting this response because: While this unscrupulous dealer provided a lengthy response focused on a number of insignificant details, they continue to dodge the key issueThey never performed the services we paid forThey installed the part - a minute job - claimed to test it, and ensured us it was working properlyThankfully, two other dealers were able confirm the part was not working properly before we pulled our trailer with the faulty brake controlConsidering they provided no parts and did not perform the service we paid for, a full refund is absolutely the only acceptable responseI only wish I had checked Revdex.com before doing business with this dealerTheir F rating is very well deserved.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/27) */
This is the response sent to the customer:
This letter is regarding your complaint to the Revdex.com on August 24th, for failure to refund $for an unapplied productOn June 17, you purchased a Jeep Wrangler
from Glendale Chrysler Jeep Dodge Ram with VIN: ***As per the signed documents, you purchased a Protection Package for your vehicle in the amount of $that was not applied at the time of deliveryYou came back to the dealership on June 20, to trade in the Wrangler for a Cherokee with VIN: ***According to our records, we did mail a refund of $to you on August 18th, This check was then cashed on August 25th, We are also aware that we have promised a key for your vehicleWe are willing to get this key made and programmed at no cost to youIn order to get this completed, we must have the vehicle on-site in order to program the key to your vehicleWe have tried to make contact with you via the phone number you provided us when you purchased your vehicle but have had no success in reaching youPlease feel free to contact us to set up an appointment to have your new key programmed at no charge to you
We extend our apologies to you for any inconvenience we may have caused you, and look forward to getting this issue resolved

Please reference the attached documentation on Repair Order # ***, Ms*** was provided a rental vehicle free of charge (marked internal on the Repair Order)This means there was no charge to the customer for the Rental vehicle on that visitThe same Repair Order # *** shows the $charge being refunded to the customerWe did this as a goodwill gesture since Ms*** had been in recently for serviceMs***'s vehicle required battery replacement as shown by the GR8-1220 FCA mandated test slipThe only charge to the customer was to replace the actual part on the vehicle (the battery)(Part # ***). We did not charge the customer labor to install the battery or the rental vehicleWe feel as a repair facility, we have gone above and beyond to resolve Ms***'s vehicles concernsThe starting issue was fixed when the vehicle left our dealership. We consider this issue to be resolved, as we have extended services to the customer when only charging her for the part (battery) that her vehicle requiredThank you

In Reference to Mrs***’s complaint, we have tried to make every attempt to make the Mrs*** happy since the first problem occurred. Mrs*** referenced that the problems they had in service with their original Grand Cherokee. We offered at that time to try to trade
them out of the original vehicle or start the “Buy Back” procedure through the manufacture. They insisted that we handle the problem at Glendale Chrysler Jeep Dodge Ram and not with the manufacturer. They agreed that their payment would go up from the original payment of $per month to $per month on the new vehicleMrs*** signed all the documents knowing what she was being given for the trade in, along with what she was paying for the new vehicleMrs*** referenced in their first deal that Mrs*** never agreed to purchase the Service Contract and the Gap Insurance claiming that she never signed for itWe have attached the signed copies of the Service Contract, Gap Insurance Form and Finance Menu that are all signed by Mrs***We have apologized for the troubles and inconvenience this has caused and made every attempt to make the situation right for the customer and have received no response since

We have inspected this customer’s Durango and the vehicle finish issues she has describedBeing that the vehicle is covered under warranty, we followed the processes as required to obtain warranty coverageIn the case of paint or finish concerns, we are required to take pictures of the concern
and submit them electronically with FCAWe completed this process. The response back that we received from FCA was that orange peel of the paint finish is not a warrantable concernI asked for clarification so we had an explanation we could provideThe explanation I received was that orange peel of the paint surface can occur during the paint application processKnowing that the customer was not going to be happy with this answer or explanation, we consulted with the District Manager with FCAI forwarded him pictures of the concernsHis suggestion was to wet sand and polish the finish to improve the appearanceThis was offered as a goodwill out of warranty solution in an attempt to rectify the situationAfter working back and forth with the customer and the customer assistance center, we set an appointment to have the sand and buff of the vehicle finish performedWe sent the vehicle to a shop that specializes in this processA thickness gauge tool was used during the process to make sure the clear coat did not get too thin or damagedAfter this process was completed, the paint finish was comparable or better when compared to a like vehicleThis process smoothes the clear surface that is applied over the base coat paint. It should not affect the color of the vehicle We have expressed the dissatisfaction of the vehicle that the customer has to FCAIt has been relayed to us that there are no other repairs that we can perform to this vehicle in warranty or out of warranty that will be covered by FCAWe have also approached FCA about repurchase of this vehicle and replacing it with another vehicleThat request has been deniedWe have exhausted all options that we have available to resolve this situation

We have left a message with customer and have not heard backThe customer has been in our dealership several times since this complaint and the issue has not come up againWe are unsure if there is a issue that we need to resolve yet or notThe part we replaced does carry a 2yr unlimited mileage
warrantyIf there is an issue with the part, it is under warrantyIf there is a repair that we did not perform correctly, we would like to get it resolved The customer would just need to contact us and set up an appointment to get the issue resolved

Complaint: ***
I am rejecting this response because:-they didn't explain to me that the rental car was free-they didn't explain that they were refunding the $
Sincerely,
*** ***

Mr*** originally purchased this vehicle on August 2015, the vehicle had 103,miles on itThe customer was well aware of the warranty on the vehicle and was offered additional coverage options that he decided to purchaseThe customer contacted us on August 21, regarding an issue
with the dipstick on the vehicleThis issue was taken care of under the vehicles month 3,mile warrantyThe next time Mr*** contracts us regarding issues with the vehicle is not until March 7, 2016, months after the purchase.Further Mr*** has been offered several times to bring the vehicle into our service department for a diagnoses by our factory trained techniciansSince there is a charge of this check out Mr*** refuses to bring it inThus we can't verify the vehicle needs a transmission or not.In an ongoing attempt to prevent our customers from being confused about warranties on used vehicles, we have several documents we use to convey this to our customersEach of the documents require the customers signature.I have attached two of the documents that pertain to Mr*** complaintThese documents have Mr*** signatureOne document indicates the warranty that is offered on the vehicle, the other two documents shows Mr*** declining and opportunity to purchase additional warranty coverage on the vehicle.It is not possible for us to predict the life expectancy of a vehicle with 103,plus miles on itThat is exactly why we offer customers the option to purchase additional protectionI am sorry that Mr*** didn't choose to protect his vehicleHowever we can not make it a practice to offer unlimited warranties on every vehicle soldThe customer has a responsibility to protect their investment as well.Sincerely,*** ***General Manager

[redacted]Document Attached[redacted]
We would at least like Glendale to refund what we paid them (Glendale) for the brake job in August. Attached is their invoice for the brake job. Also the invoice clearly showing the truck had to be towed back in because of the bad brake job and that the brake job was not done correctly that caused the problem. (Glendale 8-18-2015)