Gresham Dodge, Inc.

Ms***, you have listed your complaint as a contract disputeThis is incorrect as there was never an agreement made or a contract entered into.You phoned into our dealership after seeing the vehicle advertised online for $10,and offered $10,Our salesperson could not commit to
your offer but invited you in to see the vehicle.Once here you inquired about the amount of sales tax due in Washington and made an offer in your sons name of $10,The only forms signed by your son was an offer to purchase, customer information sheet and privacy noticeThe offer was declined by managementYou were given the opportunity to purchase the vehicle for the advertised price which you declinedYou than decided to make a scene on the showroom floorAs a business we are always willing to entertain a customer's offer, however there are times when we have to respectively decline

When you purchased your Jeep in November you signed and agreed that you were buying as-isYou were offered aservice contract which you declined to purchaseWhen you complained about a cluck noise we diagnosed and replaced therear shocks as a gesture of goodwillThe repair was at no charge to
youWhen you picked up your Jeep you drove it with oneof our service staff and agreed that the noise was no longer presentAs a business we went beyond what a reasonable person would expect by offering a free repair on a vehicle that was sold as-is

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** ***I don't want them to throw some money at me to make their problem go away.that is not the point.they just don't get itafter all this time still no apology.I want them not to extort money from people by holding their vehicles hostage.I want them to be honest and fair in their practices.An honest company would have offered up an apology in the beginning, the elapsed time and the offer of "go away"money and me having to ask for an apology only diminishes the value of the apology.so now a "I'm sorry" will you go away now apology that had to be asked for seems meaningless.Just stop scamming your customers. Question to the Revdex.com: What are you going to do with our complaint? are you going to investigate it? Are you going to ding their rating? are you going just drop it, or what? I don't want their credit( i'm not going back to them for services) and it's too late for apologies since I had to ask for it and that it didn't come naturally from them

Customer had multiple concerns window concern and door lock concernsWindows will not roll up Tech found master switch bad and once replaced both front windows workedOn 2nd concern customer had door lock issue with rear door locks, diagnose with wiring harness broken in both rear doors
Harness has the wiring to control windows as well. Customer declined workIf work was preformed the rear windows wound work as well as door locksCustomer declined rear lt/rt door wiring harness replacement
Concern with ac control on / off button was pushed into panelRepair was to replace the a/c control panel which was done

To Whom It Concerns-
Our last response dated 10/regarding this case addresses the points raised in her most recent rejectionPlease see RO# *** (attatched) for referenceWhen the alternator/ battery work was presented to Ms ***, she was advised that this was a starting point and that there was no guarantee it would solve all her issuesShe knew going into the repair that it was a starting pointYou can clearly see printed on her date and time stamped invoice "costumer was told that this may or may not fix her problem but that over charging will make the problem happen"
Ms *** had the option to turn down our recommendations and/ or consult her "mechanic" before she authorized and we performed the suggested starting point repairs if she felt they were not the correct course of actionShe authorized the work after being made fully aware there could still be other issues.
Although we understand Ms ***'s overall frustration with her truck repairs, it is still our position that no refund or service is dueWe were open and up front with her, to the point that we put it all writing.
Invoice *** dated June 30th was the last visit to our facility by Ms ***
Please let us know if you require further explanation or documentation

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
We purchased a new auto after being told that our Jeep needed a new long block engine This meant, effectively, that our Jeep was totalled Thus, we also incurred significant expense - and considerable inconvenience - with this tuwork We are very grateful to Cleveland Auto Repair for fixing our Jeep It runs superbly now Now we have the problem of an extra vehicle that isn't really needed
We are grateful to the fine technicians at Gresham Chrysler-Jeep for their dedicated work They were clearly frustrated by the problem Chrysler's repair protocols may have lead to the difficulty An independent firm was able to quickly complete the necessary work with other parts and procedures We hope that Chrysler can learn from our experience so that other Jeep owners can benefit in the future
Sincerely, *** ***

When customer brought in her truck a diagnostic check indicated an issue with charging systemUpon inspection also noted alternator making noise, battery leaking and bad battery cable to groundCustomer authorized replacement of battery, alternator, and
ground cablePrior to replacement she was
also told that these repairs may not solve her issueKnowing this she stilled authorized repairsShe experienced no problems for weeksHer vehicle stopped running in Vancouver and was towed to the local dealer thereTheir diagnostic check indicated that a sensor to the transmission
failedThe dealership also told her that the sensor either works or doesn'tUnfortunately it does not give a warning before it failsThis vehicle is 11yrs old with over milesWithout the transmission sensor actually failing there was not way for us
to diagnose that problem

The vehicle has been REPAIRED and RETURNED to the CUSTOMER. Unfortunately a factory crank sensor was the main issue. Our technicians have exhausted multiple hours and have worked with Chrysler thru out this concern. The Dealership then sent the vehicle to another local repair facility for...

another look. The crank sensor was replaced with an aftermarket crank sensor and all issues have been resolved. During this time the Dealership has taken on the expense of these repairs at a total of $1089.48 and over $3000.00 in rental charges. Customer now has his vehicle in a good operating condition.

Very sorry check was not mailed sooner. It will be mailed out today 02/16/18

As customer stated the vehicle is a 2007 dodge charger and was having shifter failure and vehicle was towed to the Gresham Chrysler Dodge Jeep Ram. Customer was quoted $250.00 to fix customers concern customer stated it was to much so the Advisor Jim used his own discretion trying to help the...

customer and reduced the price by $50.00. Unfortunately Dealership can't function by providing free service. If customer feels that this is a Dodge issue customer should then call Dodge @ 1-800-992-1997

Complaint: [redacted]I am rejecting this response because: 
1. When I brought my vehicle to Gresham Dodge I complained that the Service 4wd light and batter light was coming on intermittently and the car was shutting down and immediately restarting on me while driving periodically.  I brought my vehicle in 3x in a two week period.  It was only the last time I was told of the issues they say needed replacing. I had just had all these parts replaced in the months before by my own mechanic of many many years.  Why weren't they caught on trip #1 and #2? 
2.  The paperwork I have from Gresham Dodge clearly has a "P code" on their paperwork.  P codes are Powertrain.  Why was the transmission not checked and particularly given the fact I told them on trip #1 that I had been reading in Dodge forums that this problem seemed to relate to the TCM Transmission Control Module.  That's Powertrain related.  They never addressed it at all on trip #1, #2, or #3. 
3.  I am not a mechanic and Gresham Dodge is supposed to be an EXPERT in Dodge/Chrysler repair.... more so than any other repair facility for my particular vehicle.  I went with what they as EXPERTS told me it needed only to be ripped off by them replacing parts that didn't need replaced and had just been replaced in the months before.  136,000 on a truck is not considered high mileage particularly on a 4x4.
4.  Gresham Dodge has no idea whether I continued to have issues after I left their repair facility the 3rd and final time.  The fact is I did... again intermittently. In fact, in between Gresham dodge and the Vancouver dealership I had $300 more worth of work done and was told to take it to the Vancouver Dealership.  I was in fact making an appointment the day the truck completely failed.   I gave up on Gresham dodge and went elsewhere.
5.  Gresham Dodge has no idea about the conversation I had with the Vancouver Dodge facility.  They were not there and are not privy to the conversations with the other dealer service repair.  Interesting though as I came in to that facility complaining of the same issues I had done with Gresham Dodge.  Specifically the check 4x4 light coming on and the shut down/restart problems that continued intermittently.  The second dealership immediately put the truck on a transmission test simulator and found the TCM module was bad.  It was replaced and I haven't had one issue since THEY fixed it.
6.  Where is my refund of core charges for both the new alternator my own mechanic and just installed two weeks before I brought it to you?  Where is the core refund for the battery that was only 8 months old?  Why does it take 5 hours of labor to install a batter, alternator and hook up some cables? 
7. I reported Gresham Dodge not just the Revdex.com but also Chrysler Corporate Offices and filed a complaint.  They too question the labor time I was charged and the method of repair considering all had just been done else where and I provided them that paperwork to show them.  Also they have record of my calling THEM at corporate months before I brought it to Gresham Dodge complaining of the TCM and that I was searching for recall or answers as to if they had knowledge of people having this problem. 
The Vancouver dealership also questioned Gresham dodge methods and disagree it takes 5 hours to replace those parts and stated to me I should have seen core charge refunds on my paperwork.  They also question why the transmission was not tested or even looked at by Gresham Dodge when clearly their own paperwork shows Powertrain codes being thrown.  Gresham Dodge simply did not listen to anything I said about what I had been reading on the TCM. 
8.  I relied on YOUR EXPERT original manufacture certifications and knowledge to fix my vehicle. It doesn't matter whether I authorized it.  Again I'm relying on YOU to tell me what the problem is.  For you to go off down a path that was completely the wrong road, not address the P codes or test the transmission when the truck is clearly failing while driving and lights are coming on about the check 4x4 (a component of the transmission/transfer case) and then somehow lay it back in my lap is highly unethical.  The fact is you didn't know what was wrong or how to fix it but you were certainly going to make some money off it if you could. Again.... why did you not catch the battery, alternator and cable issues on my #1 trip and certainly by the 2nd trip.  It took you 3 times of me coming in for you to come up with that.  These parts had all been just replaced since January 2016.  t's no surprise that Gresham Dodge SERVICE has a 2 star rating.  This is a perfect example of why people don't like to take their cars to dealers for repair outside of warranty.
I want a refund of all monies paid to Gresham Dodge for replacing parts that didn't need replacing (they had just been replaced elsewhere).  If that doesn't happen, I intend to file a formal complaint with copies of all service paperwork and will submit to the Oregon Attorney General Office. 
[redacted]

Please accept our apologies. I understand that our Service Manager has reached out to you by phone. We appreciate you long term business.Please send [redacted] a copy of the bill for the coolant flush and we will be happy to reimburse you.

Complaint: [redacted]I am rejecting this response because:
The sales manager (WILL) called me to let me know the price had gone up because of the information I provided.  I told him that I did not provide the sales tax information and that LEE was the one who had given me the numbers.  I asked him to please adjust the price to the original quote provided and he refused.  I also told him that I had specifically told LEE that I did not want our credit checked unless the price was what we agreed upon.  In fact, my husband never gave verbal authorization, but yet LEE still ran his information.  If WILL had offered me a price adjustment to match what I was originally quoted, I would have been more than happy to purchase the truck, but that was not the case.  I can not believe they are willing to lie to look good on a better business complaint.  I will be contacting CPFP.gov to file a complaint with them as well. Sincerely,[redacted]

First of all allow me to apologize for the misunderstanding. When you were here looking at pre-owned trucks, you found a Ram pickup that you liked. This vehicle was outside of your predetermined budget. Our sales staff located a less expensive truck at one of our other locations that better fit your...

budget. They then submitted that vehicle for financing approval. Unfortunately the mileswere outside of the guidelines for the lender. Again I apologize if my staff appeared pushy. We strive to provide great customer service including offering all options available to our customers.I take your complaint to heart and have spoken to our staff that were involved.

Complaint: [redacted]I am rejecting this response because: I have the fluid from my rear differential that was on my maintenance records as being done by this compny. I was taken to my vehicle and was shown by the mechanic at [redacted] Dodge how black my rear differential was and if it was done with the front it would not be  black. I have the paperwork where I was charged for front and rear differential work done at Gresham Dodge.Sincerely,[redacted]

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]

Mr. [redacted] brought his 2008 Caravan in for service on 2/27/17 @ 107,093 miles. He brought his vehicle in for the 100k maintenance consisting of a major tune up, fuel system and cooling system service. We also performed an open recall. At the time Mr. [redacted] asked for pricing on two tires.We...

should have given Mr. [redacted] a copy of his complimentary inspection and the price for the tires, however this was not done. Our Service Manager has been in contact with Mr. [redacted] to apologize and we have offered to perform another inspection at no charge, reimburse customer for gas because of the extra trip and offer a discount for any additional maintenance and tires that maybe required.

We are sorry it took so long to reply. Due to a technical issue we received your complaint today 1/25/17.  As you already know my used car manager has contacted you and we are going
to remedy your problem. We value your business and again sorry for the delay in contacting you.

April 6, 2017   Revdex.com RE: [redacted], [redacted]        Case# [redacted]   This is our response to the above referenced case.   The first record and visit we have from Mr. [redacted] was August 2, 2016 at 89,553 miles. He brought in his recently...

purchased used Jeep because the vehicle would pop out of first gear when taking off from a stop. The condition was consistent and easy to duplicate. The vehicle was found to have worn/ defective first to second gear synchros. Mr. [redacted] had purchased an extended warranty, Route 66 and a claim was called into them. Mr. [redacted]’s extended warranty authorized a transmission overhaul as it was covered. At that time, Mr. [redacted] was advised that his vehicle needed a new clutch and the front propshaft rear joint grease boot, as it was causing a rattle noise when in 4 hi. Mr. [redacted] elected to not address those items at this time. After transmission was repaired, dealer test drove 9 miles. All was operating as designed at that time. The vehicle was returned to Mr. [redacted]  after he paid his deductible for the repairs.   Mr [redacted] returned to the dealership on Oct. 24, 2016 at 90,514 miles. His concern was that at times the Jeep would pop out of first gear when taking off from a stop. His concern was very intermittent and would happen random. Dealer drove the vehicle total of 14 miles trying to reproduce symptom and could not. We test drove the vehicle with Mr. [redacted] driving and got the vehicle to pop out of gear once. At that time, we communicated to Mr. [redacted] that we believed what ever was causing his vehicle to pop out of gear was most likely outside the transmission, possibly related to the shifter assembly. Mr. [redacted] was advised that we would need to start trying to eliminate possible outside influences. With Mr. [redacted]’s permission, we removed the upper and lower shift boots as they have been known to interfere with shifters and cause this issue. The Jeep was returned to Mr. [redacted] to drive and monitor.   Mr. [redacted] returned on Oct. 28, 2016 at 90,530 miles, stating the concern of popping out of gear was still there. Mr. [redacted] was extremely frustrated and adamant that it was an internal failure of the transmission, not an outside influence as we believe. It was explained to him that we need our technician to be able to replicate his concern in order to figure it out. Although Mr. [redacted]’s concern was very intermittent and difficult to reproduce, even when would drive, he did not like that answer. He made it very clear that he did not like the process and demanded we overhaul his transmission. After much back and forth, we agreed that we would remove the transmission and overhaul it once more at no expense to Mr. [redacted]. After the second overhaul, we test drove vehicle again 4 miles and vehicle shifted normal. During this repair, Mr. [redacted] had contacted FCA to file complaint against dealer and seek resolution.   As per Chrysler, Mr [redacted] returned to the dealer in order for Chrysler to send out a field technician. Before the tech adviser came out, the dealer reinspected the shift lever to make sure not bent, installed new upper and lower shift boots at no charge. Chrysler sent out a tech adviser to inspect Mr. [redacted]’s Jeep. The tech adviser drove Mr. [redacted]’s Jeep and was unable to verify the vehicle popping out of gear at take off. The tech adviser pointed out a few items of concern he felt could be contributing to the issue. He noted that the pilot bearing for the clutch was very noisy and if not riding on center shaft, could cause this issue. He also noticed the customer had a heavy aftermarket shift knob that would add pressure to the shifter. This information was passed onto Mr. [redacted]. At no cost to customer, dealer removed aftermarket shift knob and installed factory knob in order to verify or eliminate. Veh was returned to customer to monitor.   Mr. [redacted] called dealer near end of December stating veh was still popping out of gear. At that time dealer advised customer that we still believe the ‘cause’ is shifter related and not internal of the transmission. Mr. [redacted] still thought it was something inside the transmission. The dealer offered Mr. [redacted] to take Jeep to transmission specialist for second opinion and dealer would pay diagnostics.   Mr. [redacted] waited three months before taking his vehicle to a transmission shop. The guy diagnosed it as he had just repaired another Jeep with the exact issue a couple weeks before. The transmission shop told Mr. [redacted] that it was the shift tower (external part) causing the issue. The transmission shop did not charge for diagnostics.   Mr. [redacted] called dealer and explained what he had found out. Dealer researched part and called Mr. [redacted]’s extended warranty. Mr. [redacted]’s warranty did not cover this part. Mr. [redacted] was advised that part is not covered and given a price (labor $125.00/ part $851.00). A couple days later, dealer received phone call from Route 66 who gave a purchase order to cover half of the repair, parts and labor. Mr. [redacted] asked dealer for assistance and dealer offered to cover other half of labor. During the course of this conversation, Mr. [redacted] stated that he would like us to overhaul his transmission again under warranty as it had gotten worse. The dealer explained to Mr. [redacted] that the warranty covers defects in workmanship and parts. If the shift tower was the cause, then any subsequent damage would not be covered as a result.   We have stood behind our service and tried to help Mr. [redacted] when and where we could. We provided a rental car at our expense and even paid to replace some parts while trying to eliminate causes. We maintain the position that no refund is warranted for the work we have performed.   Please find enclosed supporting documentation of our position. If you have any further questions or concerns, please do not hesitate to contact us.     Best Regards,     Joe L[redacted] General Manager

After reviewing the service documents and interviewing the service advisor it appears there was a misunderstanding. The $125.00 charge was for diagnostics to determine why the windshield wipers were not working. It could have been a switch, wiring, motor, etc. After the diagnostics were...

complete it was determined the motor was bad. The estimate to replace the motor with a factory partwas over $600.00 however the part was not available. The Customer than purchased an aftermarket part and asked us to install. Because of the misunderstanding the labor to install was discounteddown to $180.00. We value your business and I have instructed our Service Manager to offer you a shop credit for $55.00 which is the difference between the $180.00 and the $125.00 that you thought would have been the charge to install.