Initial Business Response /* (1000, 5, 2015/08/27) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@heritagechrysler.com
Please see attached pictures, info and copy of the invoice, to confirm why we are justified in charging this customer for the...
repairs.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is unfair to charge a costumer for something your employees broke. if you were that concerned about the mud you should've notified me to come clean the truck myself and remove the mud before damaging my vehicle and making me pay for it. As well I should've been notified prior to the 'attempt' to remove the plug that there was potential for the part to break in this situation. there was no action whatsoever to make up for the damage of this part other than to find a used part from a wreckers and make me pay for the damage the employee did.
Final Business Response /* (4000, 9, 2015/09/16) */
Who ever touched this part next was going to break it. we can't be faulted for being the one to touch it. We were helping this gentleman with a concern on his truck. If we break something caused by neglect on our behalf we take care of those repairs, in this case it wasn't neglect on our behalf it was conditions the vehicle had been in previously that caused this issue. There was a data link connector issue on this truck as well we could not say if we caused this issue or not but as stated above if we feel we me have caused the issue by possible neglect we take care of that cost which we did but we don't feel it was our neglect that caused the transmission wiring issue. We understand the consumer has concerns dealing with mechanical issues on a vehicle that he recently bought used at another location and we feel we did everything possible to try to help with those concerns but can't take responsibly for concerns that we couldn't have prevented. By working with the customer on his other concerns and finding away to reduce the cost of this repair, we feel we have done our best to help him with his concerns on his vehicle.
Final Consumer Response /* (4200, 11, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of whoever would have touched it next I have spoken with various other automotive repair facilities and they also agree that the cost of replacing something the mechanic broke should be covered by the company. The vehicle was getting the repairs done under warranty coverage which shouldn't have costed me anything in the first place. I do not believe something YOUR mechanic broke on a WARRANTY job should be covered by the costumer, a very poor way of doing business in my opinion and I refuse to give heritage Chrysler my business in the future.
Initial Business Response /* (1000, 5, 2015/08/27) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@heritagechrysler.com
Please see attached pictures, info and copy of the invoice, to confirm why we are justified in charging this customer for the...
repairs.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is unfair to charge a costumer for something your employees broke. if you were that concerned about the mud you should've notified me to come clean the truck myself and remove the mud before damaging my vehicle and making me pay for it. As well I should've been notified prior to the 'attempt' to remove the plug that there was potential for the part to break in this situation. there was no action whatsoever to make up for the damage of this part other than to find a used part from a wreckers and make me pay for the damage the employee did.
Final Business Response /* (4000, 9, 2015/09/16) */
Who ever touched this part next was going to break it. we can't be faulted for being the one to touch it. We were helping this gentleman with a concern on his truck. If we break something caused by neglect on our behalf we take care of those repairs, in this case it wasn't neglect on our behalf it was conditions the vehicle had been in previously that caused this issue. There was a data link connector issue on this truck as well we could not say if we caused this issue or not but as stated above if we feel we me have caused the issue by possible neglect we take care of that cost which we did but we don't feel it was our neglect that caused the transmission wiring issue. We understand the consumer has concerns dealing with mechanical issues on a vehicle that he recently bought used at another location and we feel we did everything possible to try to help with those concerns but can't take responsibly for concerns that we couldn't have prevented. By working with the customer on his other concerns and finding away to reduce the cost of this repair, we feel we have done our best to help him with his concerns on his vehicle.
Final Consumer Response /* (4200, 11, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of whoever would have touched it next I have spoken with various other automotive repair facilities and they also agree that the cost of replacing something the mechanic broke should be covered by the company. The vehicle was getting the repairs done under warranty coverage which shouldn't have costed me anything in the first place. I do not believe something YOUR mechanic broke on a WARRANTY job should be covered by the costumer, a very poor way of doing business in my opinion and I refuse to give heritage Chrysler my business in the future.