Humes Chrysler Plymouth Dodge Jeep

After reviewing the response that Humes Chrysler Plymouth Dodge Jeep presented, I  do not accept it because although well written and filled with flowery words and flourishing speech about their commitment to customer satisfaction, it has been plainly shown that they have missed the mark entirely as to why I have submitted my claim to the Revdex.com. As I have stated initially, I do NOT contest that my brake PADS failed to pass inspection. Using the exact words from their response -"the rear rotors were marginal."- states that they were passable. This means LEGALLY ALLOWABLE TO PASS. Replacement is not their decision to make, it is mine. I was told by the service counter person that it was Required. As I was told by the General Manager, the technician Recommended I replace them. This is NOT Required. This company LIED. Simply put. That is my complaint to the Revdex.com. So, they have some great track record, and spout about some desire to have good customer service. That has nothing to do with the FACT that they lied to me, which started this whole debacle. All I request from them is a refund for the inspection fee I was charged.

I am receipt of your letter regarding a service experience concern one of our customers ,[redacted]has filed with your office. As we enter our 69th year here at Humes Chrysler Jeep Dodge and Ram inWaterford we work very hard every day to ensure our customers overall satisfaction, providing...

qualityrepairs at a competitive price. Our experience over the years tells us that we cannot satisfy evercustomer that we are in contact with ,however we sure try and our overall customer satisfaction andretention score is one of the highest in the mid-atlantic states region.[redacted] brought his jeep wrangler to our dealership on weds. April 29 for pa.stateinspection.We performed the state inspection procedure and found that the rear brake pads werebelow state inspection requirements and the rear rotors were marginal. Our service technician felt thatonce the rotors were machined on the brake lathe they would be too thin to safely last till the nextannual inspection. The cost differential between machining the rotors as compared to replacing withnew rotors was approximately sixty dollars and considering the many years of future safe brake userepresented a good value long term and providing the customer with the best service. I do agree thatour service advisor should have spent some more time in detailing and explaining the cost differentialbetween machining and replacing. If we would have not recommended either machining or replacingthe rotors Mr.Olson most likely would have to return to the dealership because there was a brakesqueal, pulsation or grinding noise that would require attention at that time. A service experience likethat is what causes dissatisfaction and is not providing quality long term service to our customers.With respect to having to re-inspect a vehicle after a failure, Pa. state inspection law clearly statesthat there is no time period in which an inspection sticker can be applied to the vehicle that has left theinspection stations premises without performing a complete re-inspection.Please contact me if you need any additional information or discussion needed;

Review: On Wednesday April 29, 2015, I took my vehicle to Humes for vehicle inspection. My vehicle is a 2011 Jeep Wrangler with 35,000 miles (still under warranty) that I had bought from this dealership. During the inspection, they "failed" me by saying, "Your vehicle failed. You will need rear brakes and rotors to pass inspection." This is verbatim from the service tech. I told them I would pay for the inspection and replace the parts myself and bring the vehicle back later that same day. First, they told me that if I did that, they would charge me for another complete inspection. In all the years I have driven in PA, I have NEVER had to pay for an inspection twice. That being said, I took the vehicle to my garage and inspected the "failed" parts. This is my main reason for this complaint. The rotors were FINE. Well within specifications. I even had them verified at a local auto store when I bought the brakes.

While speaking with the general manager of Humes to try an dremedy this situation, I was told by him that the technician said that he "Recommended" I replace the rotors.This is NOT Required to replace. BIG legal definition difference. If I had been told I needed just brakes, I would've had them do it and I would've passed inspection. This did not happen. They outright lied to me to sell me more product and service NOT required to pass inspection.

As a result, I am out the $50 for the inspection they "failed" me on and I have to take my vehicle to a different CERTIFIED garage to get my sticker. On a final note, out of all of this, my inspection expires in 2 days, so between the time I could've had a sticker from Humes, and the time I WILL get one from another garage, I will be most likely driving with an expired sticker and running the risk of a ticket that would NOT have been my fault.Desired Settlement: I feel that since the business will only pass my vehicle if they replace the rotors which are NOT REQUIRED to pass, I would like a full refund of the inspection fee they charged me since I will have to pay that fee someplace else to achieve the desired result. (Unless of course I get an expired inspection ticket, in which case they will have to pay that as well.)

Business

Response:

I am receipt of your letter regarding a service experience concern one of our customers ,[redacted]has filed with your office. As we enter our 69th year here at Humes Chrysler Jeep Dodge and Ram inWaterford we work very hard every day to ensure our customers overall satisfaction, providing qualityrepairs at a competitive price. Our experience over the years tells us that we cannot satisfy evercustomer that we are in contact with ,however we sure try and our overall customer satisfaction andretention score is one of the highest in the mid-atlantic states region.[redacted] brought his jeep wrangler to our dealership on weds. April 29 for pa.stateinspection.We performed the state inspection procedure and found that the rear brake pads werebelow state inspection requirements and the rear rotors were marginal. Our service technician felt thatonce the rotors were machined on the brake lathe they would be too thin to safely last till the nextannual inspection. The cost differential between machining the rotors as compared to replacing withnew rotors was approximately sixty dollars and considering the many years of future safe brake userepresented a good value long term and providing the customer with the best service. I do agree thatour service advisor should have spent some more time in detailing and explaining the cost differentialbetween machining and replacing. If we would have not recommended either machining or replacingthe rotors Mr.Olson most likely would have to return to the dealership because there was a brakesqueal, pulsation or grinding noise that would require attention at that time. A service experience likethat is what causes dissatisfaction and is not providing quality long term service to our customers.With respect to having to re-inspect a vehicle after a failure, Pa. state inspection law clearly statesthat there is no time period in which an inspection sticker can be applied to the vehicle that has left theinspection stations premises without performing a complete re-inspection.Please contact me if you need any additional information or discussion needed;

Consumer

Response:

After reviewing the response that Humes Chrysler Plymouth Dodge Jeep presented, I do not accept it because although well written and filled with flowery words and flourishing speech about their commitment to customer satisfaction, it has been plainly shown that they have missed the mark entirely as to why I have submitted my claim to the Revdex.com. As I have stated initially, I do NOT contest that my brake PADS failed to pass inspection. Using the exact words from their response -"the rear rotors were marginal."- states that they were passable. This means LEGALLY ALLOWABLE TO PASS. Replacement is not their decision to make, it is mine. I was told by the service counter person that it was Required. As I was told by the General Manager, the technician Recommended I replace them. This is NOT Required. This company LIED. Simply put. That is my complaint to the Revdex.com. So, they have some great track record, and spout about some desire to have good customer service. That has nothing to do with the FACT that they lied to me, which started this whole debacle. All I request from them is a refund for the inspection fee I was charged.

Review: We purchased a brand new 2014 Chrysler Town and Country from Humes on Monday, August 4th. I noticed it shaking while idling right from the start and was going to mention it to the staff on Monday, August 11th, when I went there for them to go over some of the features of the car. On Saturday, August 9th, the problem got worse and the brakes failed and caused a potentially dangerous situation for my husband, myself and 4 young children. We had the van towed to the dealership and their diagnosis was a failed vacuum pressure sensor. They didn't give me a receipt showing the work they had done on my vehicle and didn't offer any option other then to take the vehicle back. How do I know what they did and if they are telling me the truth? I want satisfaction! I purchased a new vehicle, it only had 188 miles on it and we didn't even have it for a week and it already had mechanical problems. The staff was not concerned about the safety of my family. All they cared about was that they would lose a little money if they had to sell it to someone else. They said the same thing would have to happen 2 more times for them to consider replacing the vehicle.Desired Settlement: We paid for a new vehicle and we want a new vehicle that isn't defective from the start and doesn't risk our safety.

Review: I purchased my 2007 Jeep Patriot in late 2008 brand new from Humes in Waterford PA, I have recently been informed when taking my Jeep into a local dealership that my *Lifetime *Unlimited Mileage Warranty has expired. I have been informed that Chrysler sends a post card in the mail to tell you about a 5 year checkup that must be done at a Jeep dealership, we have moved 3 times in the last 6 years and did not receive this post card. My complaint is with the Jeep dealer I bought the Jeep from, when I purchased the Jeep this was a new special warranty they just came out with and I asked the salesman Rich 3 or more times "What do I have to do to keep my warranty" his reply "Just do your scheduled maintenance like any other warranty". I also got the same answer when I asked the Sales Manager during negotiations and the finance manager when signing the paperwork.There currently is nothing wrong with my Jeep, but I intended on keeping it for a very long time and that is why I purchased this Jeep and not the other two vehicles I was looking at that I liked better then the Jeep. My complaint is being filed against the dealership and not the company that houses the warranty due to the fact that they should have known the product and warranty they sell and informed the customer of exactly what needed to be done to keep it in effect.I have recently spoken to the General Manager of Humes his name is [redacted] and he has told me the only way he can fix it is to have his dealership cut a check and buy me a new warranty and "we will not be doing that". He went on to tell me that Rich has been with the dealership close to 20 years and would not make a mistake like not knowing the details of a new warranty they just started advertising.I also would like to point out that they are nice enough to call me on my birthday and say thank you for my business but they could not call me to tell me I needed to take my Jeep in to them to get this checkup that now has voided my *Lifetime *Unlimited *Warranty.Desired Settlement: I am not asking for much, I would just like to have my warranty that is rightfully mine that they advertised and did not provide me with the correct information to maintain. They told me I should have read my 600 page owners manual so I knew what needed to be done, I figured just like any other auto warranty just as I was told I just had to do the Scheduled Maintenance.I have purchased two vehicles from them and referred over 7 more to them, I would only hope they would value me as a customer.

Business

Response:

[redacted] purchased a 2007 jeep patriot from us October 7th.2007.chrysler corporation, the vehicle

manufacturer provided a lifetime powertrain limited warranty standard on the vehicle. Chrysler

corporation required that all original owners have a powertrain inspection performed within sixty days

of each five year anniversary by an authorized Chrysler jeep or dodge dealer. The inspection will be

performed at no charge to the owner. The inspection must be performed within sixty days of each five

year anniversary of the in-service date of the vehicle. The original owner must have the inspection

performed to continue the lifetime limited powertrain warranty coverage. Our dealership had a

structured policy and procedure in place to inform our customers of this at the time customer takes

possession of their new vehicle. Chrysler additionally has the required procedure listed in the

warranty coverage detail provided in the owners manual and service guide of each vehicle. Chrysler

corporation also sends to separate reminder notices to the customer to help remind them to take to a

dealer to have this no-charge inspection done. Mr.[redacted] did inform me that he moved several times

and may not have got the notice or his wife may have discarded the notice, not realizing the importance

of the notice.

It is now and has always been or mission to maintain the highest level of customer satisfaction and

retention possible, during the time period that Chrysler corporation provided the lifetime powertrain

warranty we sold almost three thousand new vehicles, and this is the first customer concern we have

had regarding the required inspection, confirming our prior procedure of notifying our customers at

time of delivery.

Sincerely;