Independent Service

March 12, Dear Agent [redacted] ,Thank you for reaching out to us regarding [redacted] ; and her complaint concerning her Jeep [redacted] .The reason [redacted] is required to pre-order and pre-pay for the head light assembly is because the repair is NOT covered by her warrantyMy service team has informed her that this repair is not covered on separate occasions.Our dealership will only order “special order parts” with prepaymentMany of these parts are non-returnable to the manufacturer so we require payment in full before ordering these parts.On December 17th, Scranton Dodge Chrysler Jeep RAM waived a $fee and I believe that we have demonstrated enough goodwill towards this matterI have included a copy of the RepairOrder # [redacted] showing the waived fee.If she wishes to have the repairs performed here we will waive the previous $charge as part of the repairOtherwise I am afraid there is nothing more I can do at this time.Thank you for your assistance in this matter.Respectfully,Matthew P.President

November 20, 2017Dear Agent ***,I am responding to a letter received from your of?ce regarding the above referenced complaint.I do believe *** is confused on her paperwork.The Revdex.com complaint I received dated November 13, had as an attachrnent a copy of a check# *** dated Nov 13,
with the memo line of “Tire & Wheel Cancellation” in the amountof $Her complaint says that she wants her Tire & Wheel cancellation refundCheck #*** is for her Tire & Wheel cancellation.I have included with this reply a copy of a previously issued check # *** dated September11, with the memo line “*** Cancellation in the amount of $This check was acknowledged in her complaint as for her Gap Policy.I am not aware of any additional refunds or monies owed at this time and I apologize if we addedto the confusion*** is a very good customer of the dealership & we obviously did notcommunicate with her to remedy this matterFor that - I do sincerely apologize.Thank you, Matthew PPresident

November 16, 2015Dear Agent ***,I will again refer to my previous letter stating that there is nothing I can offer as a resolution to her complaints.I’ve included a copy of the police incidence report # *** dated 10/22/filed by Officer *** *** at our requestScranton Dodge Chrysler Jeep RAM declined to pursue charges and our sole goal was to remove them from the premiseNonetheless, the report clearly identifies the ***’s irate and rude behaviorI personally witnessed their behavior and reiterate that my staff has been instructed NOT to engage the ***’s againI was disappointed to notice the omission of my instructions to patrolman *** in the police report that the ***’s were no longer welcome in our facilityI witnessed Patrolman *** talking to both of the ***'s outside near their vehicle and assumed he complied and included this information in the report.As a local business owner I strive to resolve customer problems and have effectively done so since Rarely are we unable to deliver solutions that satisfy the customerWe treat people with respect and courtesy.*** declined warranty coverage on multiple occasions - which Scranton Dodge Chrysler Jeep RAM cannot overrideWe went so far as to request AND deliver a visual inspection by an *** warranty specialist and received yet another decline of coverage(And he did drive from the Baltimore Office to do this inspection.) These visual inspections are very rare and occur approximately twice or so a year - they are that infrequentIn fact - 99% of our requests are declinedSo to imply we delayed and refused to secure a solution to the damage is simply unfounded in realityThe ***’s refuse to accept ***s decisionThere are many times when my dealership will perform “goodwill repairs” to maintain customer trust and a positive relationshipThese are not warranty repairs, but repairs paid for by the dealership to assist good customersI will not consider this option given the treatment and abuse doled out to my staff and corporate employees.The ***’s only other avenue to address their concerns is to file a case against *** under the Federal Lemon LawThe repairs and claims will undergo an independent review and a decision made binding both *** and the customer.In Summary, I consider this matter closed and thank you for your assistance.Respectfully,Matthew P. President

March 12, 2018 Dear Agent [redacted],Thank you for reaching out to us regarding [redacted]; and her complaint concerning her 2102 Jeep [redacted].The reason [redacted] is required to pre-order and pre-pay for the head light assembly is because the repair is NOT covered by her warranty. My...

service team has informed her that this repair is not covered on 2 separate occasions.Our dealership will only order “special order parts” with prepayment. Many of these parts are non-returnable to the manufacturer so we require payment in full before ordering these parts.On December 17th, Scranton Dodge Chrysler Jeep RAM waived a $45 fee and I believe that we have demonstrated enough goodwill towards this matter. I have included a copy of the RepairOrder # [redacted] showing the waived fee.If she wishes to have the repairs performed here we will waive the previous $48 charge as part of the repair. Otherwise I am afraid there is nothing more I can do at this time.Thank you for your assistance in this matter.Respectfully,Matthew P.President

November 3, 2015Dear Agent [redacted],I am responding to case ID [redacted]. My name is Matthew P[redacted], President of Scranton Dodge Chrysler Jeep RAM.The damage to the floor was denied after a thorough review by both our Body Shop Manager AND a Chrysler Warranty Expert that visited our...

dealership from the [redacted]. [redacted] ([redacted]) has denied warranty coverage after 2 separate reviews.But more importantly, on October 22, 2015 my Service Manager called the police department because [redacted] and her husband were threatening my staff and acting rudely and very aggressively. Their language was profane and threatening. They exhibited violent behavior and refused to leave. They even threatened and attempted to intimidate innocent bystanders throughout our facility.The 2 Scranton Police officers who responded informed the [redacted] that, because of their behavior, they were no longer welcome in this facility.[redacted] has informed me that their corporate staff will no longer interact directly with [redacted] due to their rude and aggressive behavior. The representative who drove from Baltimore to inspect their vehicle was visibly shaken after his encounter with the [redacted] on October 22nd. He also filed a report with [redacted] corporate security documenting the incident.The safety of my employees is first and foremost and I do not feel safe working with these folks. repeat-The [redacted] were warned by the police that they are not allowed in our facility for any reason.I regret the reality of this situation, but have nothing further to add or offer. Thank you for your assistance in this matter.Respectfully,Matthew P

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: This is complete and udder nonsense but at this point I would expect no less from this company.  This has been going on since before May of 2015, collectively we have made approx 20 phone calls ( from cell phones so you can see the date and time the calls were made as well as we made numerous in person visits to this place of business repeatedly being told " this is being looked into, we will get back to you, etc etc..." after several weeks there would be no response ... we would then call again, and this went on and on.  Each and every time we would let them know that we were continuing to load and unload and deliver our product utilizing this 30,000 plus dollar vehicle and that the area was getting larger ( this was then becoming more dangerous and is a serious safety concern ) and each time the response was the same " we will get back to you and we are sorry we know this is taking a very long time", then again weeks would go by with no contact. Their own body shop service manager told us repeatedly that " we will be in touch" . AGAIN we can now see the road through the floor of our cargo van.  Their own manager also gave us a sheet which showed a picture of the floor and on the sheet it states " this separation is from a manufacturing defect"  ( since that time this manager is no longer employed).   I was NEVER instructed by any police officer of any such thing and we never threatened anyone in or throughout their facility.  I did raise my voice because at this point this is so ridiculous that if I was not living through it I would not believe it.  When I was there, we were the ones who told them to call the police!!!  I also contacted their own 1-800 number and spoke with Raynee as well as Marissa and after viewing the pictures they stated " we can see why you are so upset" They did not have a person drive up from Baltimore to inspect my vehicle,  I received a call at my place of employment from R N[redacted] and he said " how soon could you get your vehicle here for them to take a look at it" , I then contacted my family and had them bring the van approx 1/2 hour later"  This occurred as a result of numerous phone calls as well as in person visits, not because anyone at Scranton Dodge was attempting to assist us!  After reading this response from Scranton Dodge I am even more disappointed and I  know for a fact that this is a tactic written to throw the focus off the facts and make us look like bad people, as I said in my previous complaint in 30 years of purchasing vehicles and dealing with businesses I have NEVER been in a situation like this before.  This is a direct reflection of their business practice.  If you have any issue opening the attachment ( I apologize for my notes written while conversing with their representatives) or  if you need additional information please inform me. 
Regards,
[redacted]