Holden Dodge Chrysler Jeep Ram

As stated in my initial response to the customer complaintIf after reviewing the facts as stated, the customer still feels that Holden caused the scratch in the customers windshield, that we would determine the remedySince the customer requests that "Safelite" replace his windshield, we will honor that request, as "Safelite" is our vendor of choice alsoWe will issue a purchase order directly to "Safelite" and schedule an appointment to have them replace the windshield at our dealership or at a place of the customers choosingIf the customer has the replacement done here, we will provide substitute transportation on the day of repairPlease have the customer contact our service manager, [redacted] , (e mail, [redacted] or our dealership number [redacted] ***) and we will make the necessary arrangementsPresident

would like, before addressing how to best satisfy the customers concern, to clarify the points made by the customerPlease see attached jpg file with a photo of the module used by us to check for updatesNoting the ruler used for scale reference, the module measures only inches in length and possibly inches in widthIt is plugged in under the dash and at no time is it on top of the dashThe module is then plugged into a lap top, that is located in our technicians tool roller and determination is made as to what level of updates are currentAs to the comment regarding the mortuary vehicle that was damaged by an independent delivery vehicle while parked at our dealership for repairsI can tell you that the identification of who caused the damage to the vehicle was not determined by police review of our security camera video, but rather by myself and our service managerWe may have advised the operator of that vehicle that in order to get a police report done, the operator representing the owner must be the one requesting the police report rather than Holden DCJRThe company that caused the damage was contacted by us and paid for the repairs done to the mortuary vehiclePlease have the customer review the foregoing and advise us as to whether he still feels that we are responsible for the damage to his windshieldIf so we will determine the remedy [redacted] President

I am in receipt of this complaint at 10:AM WedNov12th, and will formally respond once interview with all responsible at Holden DodgeBe assured, the customers concerns will be promptly addressed and complaint resolved ASAPIt appears that the concern is directly related to the use of an "aftermarket" fender that does not fit properlyThis occurs from time to time with "aftermarket" parts rather than "OEM" which we would prefer to useA number of insurance companies require us to use the less expensive alternative and that appears to be the case hereIf it is necessary to replace the fender, we will do so We regret the inconvenience and concern with this customer and we will respond with plan of resolution no later than midday ThurNov13th ?

This dealership is poorly managed. It starts from the top and trickles down. The younger Holden is arrogant and rude. We purchased a brand new vehicle from them one month ago and after experiencing a serious issue, they tried to push me away telling me I would have to wait. I asked to speak to the owner, but he refused to speak with me. Obviously I am just a number and he all received my money so doesnt have time for "old customers". He was very sarcastic the first time we met so that should have been the red flag. The sales manager [redacted] is grumpy and the service manager seems to have a little anger built up inside. Obviously the employees are not happy and its felt as a customer. I do not recommend this business and would highly encourage those considering a Dodge product to look elsewhere for a more reputable customer oriented dealership. Me? I'm going somewhere else. I would never visit this place again.

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.
I also would like to add the following to the complaint. Mr*** thank you for the response. I believe you might have been misinformed on a couple details. 1st this is a quote from your bill "customer states that the steering wheel shakes at speeds above 65-tech road tested and verified concern" This statement tells me that the your tech verified my concern. In your statement, you claimed that your tech didn't but in actuality he did verify my concern. I also sent an email to Mr*** Jr and he did not respond. A customer service tip. If someone tries multiply times to reach you and you respond but don't leave a message then the customer will think you are ignoring him. Also, I was on vacation for week and never turned off my phone. I did not have any calls from your facility during that week. Again, thank you for your time and response to this complaint.
Regards,

Reference above Case # ***A new "OEM" fender was ordered by us on WedNov12thIt was listed as on backorder, however is expected to be shipped to us possibly as early as today, ThurNov13thWe have advised the customer of the status, and informed them that as soon as it arrives, we will notify them and install new fender on their carSubstitute transportation will be provided at no charge
Again, we regret any inconvenience to the customer in this matter, and assure that these new repairs will resolve this issue
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In the interest of time and the need to get straight to the point, I acknowledge that this customers experience is not a shining example of doing it right for our customerAlthough, it was not the intent of anyone involved, (I have interviewed all) the lack of communication between employees,
particularly on Friday, 11/18, was obviousI would like to personally apologize to our customer for thisIt is not the norm for our company, nor *** *** ***, to allow a scenario like this to occur. I would like to clarify our policy regarding free rental during body repairsWe only do that when we go beyond repair times or have to do repeat repairs It is obvious that the additional days rental expense incurred by our customer, was due to our lack of communication between Mark and Mike on Friday the 18thPlease see attached copy of the Hertz invoice our customer paidIt totals $for daysOr $per day. We are responsible for 3 of those days, Sat, Sunand Monday for a total of $ Apologies
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As stated in my initial response to the customer complaint. If after reviewing the facts as stated, the customer still feels that Holden caused the scratch in the customers windshield, that we would determine the remedy. Since the customer requests that "Safelite" replace his windshield, we will honor that request, as "Safelite" is our vendor of choice also. We will issue a purchase order directly to "Safelite" and schedule an appointment to have them replace the windshield at our dealership or at a place of the customers choosing. If the customer has the replacement done here, we will provide substitute transportation on the day of repair. Please have the customer contact our service manager, [redacted], (e mail, [redacted] or our dealership number [redacted]) and we will make the necessary arrangements.
President

would like, before addressing how to best satisfy the customers concern, to clarify the points made by the customer. Please see attached jpg file with a photo of the module used by us to check for updates. Noting the ruler used for scale reference, the module measures only 3 inches in length and...

possibly 2 inches in width. It is plugged in under the dash and at no time is it on top of the dash. The module is then plugged into a lap top, that is located in our technicians  tool roller and determination is made as to what level of updates are current. As to the comment regarding the mortuary vehicle that was damaged by an independent delivery vehicle while parked at our dealership for repairs. I can tell you that the identification of who caused the damage to the vehicle was not determined by police review of our security camera video, but rather by myself and our service manager. We may have advised the operator of that vehicle that in order to get a police report done, the operator representing the owner must be the one requesting the police report rather than Holden DCJR. The company that caused the damage was contacted by us and paid for the repairs done to the mortuary vehicle. Please have the customer review the foregoing and advise us as to whether he still feels that we are responsible for the damage to his windshield. If so we will determine the remedy. 
     [redacted]
     President

This dealership is poorly managed. It starts from the top and trickles down. The younger Holden is arrogant and rude. We purchased a brand new vehicle from them one month ago and after experiencing a serious issue, they tried to push me away telling me I would have to wait. I asked to speak to the owner, but he refused to speak with me. Obviously I am just a number and he all received my money so doesnt have time for "old customers".
He was very sarcastic the first time we met so that should have been the red flag. The sales manager [redacted] is grumpy and the service manager seems to have a little anger built up inside.
Obviously the employees are not happy and its felt as a customer. I do not recommend this business and would highly encourage those considering a Dodge product to look elsewhere for a more reputable customer oriented dealership.
Me? I'm going somewhere else. I would never visit this place again.

I am very sorry for the misunderstanding. The responder, in this matter is [redacted]. The customer attempted to contact [redacted] Before responding to the customer complaint, [redacted]. immediately went to meet with the service manager, [redacted], in order to be fully informed...

as to what the problem was before calling the customer back. They made 4 attempts to call the customer back, and each time, the phone was clicked off without anyone answering. Not explainable, but we want the customer to know that [redacted]. did not ignore his request to be called back. We will honor the customers" request to be reimbursed $83.96 that was paid to Mr. Tire. In explanation as to why we were unable to diagnose a tire balance issue, We, on two separate road tests, did not notice any vibration or wheel hop, and our balancing equipment did not show any out of balance condition. Upon discussing this issue with the foreman at Mr. Tire, he stated that his technician did not experience either as well. Only if an extreme application of brakes were applied there could have been a slight vibration. Mr. Tire performed a "Forced" balance to the vehicle, and even though Mr. Tire did not detect a balance issue, the customer seems to feel that the problem no longer exists, and that is the most important point. I am not inferring that the customer did not detect any issue, as obviously he did. Customers take no joy in taking time out of their busy days to come to a dealership to get a problem fixed that does not exist, so I am sure that something did exist. The customer can expect the check to be mailed to him promptly.

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. However, I apologize for having to escalate this matter the way I did. I do feel that this should have never been taken this far. After this is resolved I will not be returning to this dealership. And I will advise my fellow colleagues of the unsatisfactory service I received up to this point. 
Regards,

The fact remains that Holden Jeep scratched the inside of my windshield during the time it was there getting service in March. Holden Jeep's employees chose to deny scratching it. I am left to speculate on how they actually scratched it since only their employee knows how they scratched it. The scratch is directly in my field of vision. I noticed something was odd when I made it to the first traffic light after leaving the parking lot. I first thought that something was on the outside so I used the windshield washer and wipers several times. It took the length of the trip back to the base to figure out the suspicious line was not on the outside, but rather inside and to also determine it was a scratch. I immediately drove back to show it to Holden Jeep to allow them an opportunity to apologize for scratching it and to repair it. Holden Jeep chose to deny scratching it. I work in the mortuary. I am not a plumber, an electrician nor any other profession that requires me to haul things in my Jeep. It’s pretty obvious based on how clean and damage free I keep the interior. The service advisor at Holden Jeep chose to immediately deny scratching it before even talking to anyone. I am infuriated that Holden Jeep would question my integrity and accuse me of bringing it to them with the scratch. Had the scratch been there I would have added it to my list of service requests as I did for the misaligned door since the scratch is very noticeable and annoying.
The fact also remains that my co-worker was faced with similar circumstances where the Air Force van received major damage while at Holden Jeep. Holden Jeep also vehemently denied that it happened at Holden Jeep just like my windshield scratch. The law enforcement investigation was definitely the catalyst that led Holden Jeep to rescind their original denial that the damage happened on their property and to admit that it did occur at Holden Jeep.
If Holden Jeep does not accept responsibility and fix the scratch that they caused, I caution all future customers to seriously analyze their decision in choosing to do business with Holden Jeep. They could easily be stuck with a similar situation or worse.

I am in receipt of this complaint at 10:15 AM Wed. Nov. 12th, and will formally respond once interview with all responsible at Holden Dodge. Be assured, the customers concerns will be promptly addressed and complaint resolved ASAP. It appears that the concern is directly related to the use of...

an "aftermarket" fender that does not fit properly. This occurs from time to time with "aftermarket" parts rather than "OEM" which we would prefer to use. A number of insurance companies require us to use the less expensive alternative and that appears to be the case here. If it is necessary to replace the fender, we will do so.
     We regret the inconvenience and concern with this customer and we will respond with plan of resolution no later than midday Thur. Nov. 13th.
?

This dealership is poorly managed. It starts from the top and trickles down. The younger Holden is arrogant and rude. We purchased a brand new vehicle from them one month ago and after experiencing a serious issue, they tried to push me away telling me I would have to wait. I asked to speak to the owner, but he refused to speak with me. Obviously I am just a number and he all received my money so doesnt have time for "old customers".

He was very sarcastic the first time we met so that should have been the red flag. The sales manager [redacted] is grumpy and the service manager seems to have a little anger built up inside.

Obviously the employees are not happy and its felt as a customer. I do not recommend this business and would highly encourage those considering a Dodge product to look elsewhere for a more reputable customer oriented dealership.

Me? I'm going somewhere else. I would never visit this place again.

Review: I was in an accident on July 7 2014, and this was the shop that was chosen by default. Due to the tow company taking my car here, and I was unaware that this was not a contracted shop through USAA. So any workmanship issue I’m supposed to deal directly with the dealership. My thought is everyone’s goal is to repair my car back to its original state. Nevertheless that’s not the case. Starting on July 10, 2014 I called the dealership non-stop to see when they were going to begin working on my vehicle. Each day I received a different answer from we haven't received payment from your insurance company, USAA, to pay for the repairs; other times it would be they just don't have time to work on my vehicle because they have other vehicles to tend to. On multiple occasions my spouse and I went down to the dealership to see what was taking them so long on our vehicle. Throughout doing this we noticed that the aftermarket fender didn’t fit properly, so we continued to tell the body shop, thinking that this problem would be resolved. It’s been 3 weeks and we still haven't received our vehicle back and it was time to return the rental car. They said and they haven't received the rest of the money from our insurance company. But USAA stated that they had sent both checks and they had been cashed. So after confronting Caitlyn who also works at the body shop says hold on I’ll go check one more place, but I don’t think so. Within 10 minutes she comes out and stating that they actually have both checks. So they waited and put off our car for an additional week or so due to non-payment. HOWEVER they had the payment the entire time to fix my vehicle. So after that was resolved within about a week our vehicle was ready to be picked up, or so they stated. While picking up the vehicle we noticed the exact same flaw in the car with the fender except this time, the fender was forced upward to close the gaps. But was still not to my liking, and not repaired to the way it was. Before the car was released to me, my appraiser, the body shop manager, and I stated the car was not returned to its original state. Although, the car was released to with the intention of bringing it back to have it repaired properly, as I was told by the body shop manager, [redacted]. So after contacting the dealership, [redacted], the aftermarket body shop, and my insurance, my car has yet to be fixed. My insurance company was willing to pay the extra money for the OEM part, and [redacted] is willing to pay a percentage to put the part on my car. When the part was put on, and it was clear that it didn't fit correctly, and it didn’t fit correctly the dealership should’ve taken the corrective action to fix it. Yet they didn’t which is a sign of complete and total negligence. This is completely a workmanship flaw, and I feel it should be corrected.Desired Settlement: I would like for my car to be restored back to its original state before the accident.

Business

Response:

I am in receipt of this complaint at 10:15 AM Wed. Nov. 12th, and will formally respond once interview with all responsible at Holden Dodge. Be assured, the customers concerns will be promptly addressed and complaint resolved ASAP. It appears that the concern is directly related to the use of an "aftermarket" fender that does not fit properly. This occurs from time to time with "aftermarket" parts rather than "OEM" which we would prefer to use. A number of insurance companies require us to use the less expensive alternative and that appears to be the case here. If it is necessary to replace the fender, we will do so.

We regret the inconvenience and concern with this customer and we will respond with plan of resolution no later than midday Thur. Nov. 13th.

?

Business

Response:

Reference above Case # [redacted]. A new "OEM" fender was ordered by us on Wed. Nov. 12th. It was listed as on backorder, however is expected to be shipped to us possibly as early as today, Thur. Nov. 13th. We have advised the customer of the status, and informed them that as soon as it arrives, we will notify them and install new fender on their car. Substitute transportation will be provided at no charge.

Again, we regret any inconvenience to the customer in this matter, and assure that these new repairs will resolve this issue.

[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I apologize for having to escalate this matter the way I did. I do feel that this should have never been taken this far. After this is resolved I will not be returning to this dealership. And I will advise my fellow colleagues of the unsatisfactory service I received up to this point.

Regards,