Jack Key Honda, Dodge, Chrysler, Jeep & Ram

We are sorry you had an unpleasant  experience and for any misunderstanding. We will respect your wishes for no further contact.  If you change your mind and would be open to discuss this in more detail so we could better identify what went wrong it would help us identify what we need to...

correct for all our customers. A large part of our business is repeat and referral and we would like to keep it that way.  Either way please accept our apologies.

AS of today we believe we have found all parts except one necessary to repair the van. That part should be here tomorrow. We will respond again in a couple of days with more information. We are sorry for the delay and will review all issues when we have finished.

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.
Regards,
[redacted]

I apologize for the long wait on this issue.  We are trying to find the correct parts to repair this vehicle.  We have found the correct bracketing for the rear of the transmission, but the rear speedometer gear does not fit right, due to part design changes.  Since these parts are not produced by Chrysler anymore, we are trying online sources and aftermarket parts.  Unfortunately, all the parts we are receiving are incorrect.  We will be contacting some transmission specialty shops tomorrow and we will have more answers shortly.

On Mr. [redacted]'s vehicle, he arrived with a misfire on cylinder 3 at all times, (idle, cruise, and all speeds) performed compression test on cylinder 3 found that cylinder is around 60psi should be from 160-175psi, and determined that valves are not seating correctly causing loss of...

compression.  The driver side cylinder head needed replacement. Mr. [redacted] approved the work, so we installed a new cylinder head as requested and test drove vehicle around 15 miles, with no check engine light returned, and no misfire seen with scan tool.  He took the vehicle after we determined the repair corrected the issue.  Mr. [redacted] returned later with the check engine light that came back on.  Our technician checked out the vehicle to find a fuel trim issue.  After some testing of several sensors it was determined that we have an issue with the oxygen sensors.  The vehicle drove long enough on a bad head that it fouled the 02 sensors.  Having such low compression on cylinder 3 was causing such a bad misfire, that excess amount of raw fuel escaped the combustion chamber and the fuel fouled the 02 sensors. We have reached out to Mr. [redacted] and offered to check the vehicle for the not starting condition, that the vehicle is currently having.  This was not an issue before and we would check it out at no charge.  We also offered to tow it to our shop at our expense and replace the affected oxygen sensors, at our expense as well.  We believe this is a reasonable offer since it is related to the original concern, but did not show up until after the vehicle was picked up.

This is the first I have heard of this issue, she does have the right to cancel any warranty that she purchased and no longer wishes to be covered under. We are working on the claims process, and are in communication with the clerk responsible for cancelling her coverage. With it...

being the end of the year, it is taking longer than usual to process cancellations. As to her referral, please provide more information. We are under new management, and wish to help in any way that is feasible to ensure customer satisfaction.Thank you,[redacted] General Sales Manager

We are sorry for the confusion and delay.  Your refund of 2,965.55 has been sent to you lien holder on 2/2/2017. Rigo at the Alamogordo has been charged with getting your Jack and I believe he has contacted you. Again my apologies, if any thing comes up please let us know.

The cancelation was sent out last week it should already be at bank of the west. please let me know if you need anything else. thank you

To Whom it may concern;I do understand where the customer is coming from and at no time did I tell him I would not help him, and I still stand by that.  I did take the issue to upper management because of the dollar amount it would cost to fix it and got it approved to make sure the customer is satisfied.  Going forward,  I will replace the bumper with a new one,  paint it,  and install it at his convenience.   Regards,[redacted] General Sales Manager

The customer agreed for us to drive the vehicle from Albuquerque when I had found him the vehicle that he wanted, he did sign the paperwork for the vehicle was on his way, as soon as he finished signing the vehicle arrived he looked it over and said everything was good. He brought it back to detail...

it the next day and our detail department is instructed to put on front license plate bracket on all new vehicles. Mr. [redacted] then returned the following day about the front bracket being put on so we took it off and there was the tow holes on the bumper where it was mounted I agreed to fix it for Mr. [redacted] and sent it out to our body shop in Las Cruces and gave him a vehicle to drive in the mean time, when they brought the vehicle back I checked it and it was fixed as new and couldn’t even tell there were holes on the bumper I then spoke to him and he demanded that I replaced the whole bumper for the bracket holes which I could not do but I did fix the bumper then he pointed out some other scratches which I also agree to fix along with the tint that I also fixed, he declined for me to fix the scratches that day and I told him I would do anything I could  to make sure he was satisfied but he still declined for me to fix them. I am willing to fix the scratches and some overspray that he noticed by buffing the car like I had told him in the beginning. Let me know if you need anything else thank you.. [redacted] General Sales ManagerJack Key AlamogordoOffice: 575-434-3916[redacted]

Complaint: [redacted]
I am rejecting this response because:
For the record there are inaccuracies in the response from General Sales Manager [redacted]; he and I spoke for the first time on February 13th, only after everything had occurred. So any time the statement of “he and I” speaking about any dealings is completely and totally untrue. He has no firsthand knowledge of anything I was promised before February 13th.
When I went in to purchase my brand new vehicle From Jack Key Motors in Alamogordo January 7th, 2015, the color I was looking for was not in their inventory. The Salesman I was working with found one for me, but it was in Los Lunas, NM which is approximately 188 miles away. I agreed to have the vehicle driven down to me. I did sign the delivery contract before taking possession of the vehicle as it was late in the evening and I wanted to expedite the process for myself as well as for the staff. When the vehicle arrived it had food and debris from being eaten in, spills in the cup holders, and even had the aroma as if it had been smoked in. Upon further inspection I saw that the after-market window tint installed on the vehicle was bubbling and even tearing from the dealership window stickers. Additionally, the delivery contract that I signed indicated that my vehicle had 158 miles on it; the actual mileage was 787. I indicated these things to the salesman and requested that my vehicle be detailed as I didn’t want to clean up someone else’s mess in my brand new car. I also indicated that I wanted the poorly installed window tint removed, and would get new tint put on at my own expense. All things considered; this was the exact car I had been thinking of purchasing for quite some time, and while the circumstances were not ideal, they were not enough to cause me to walk away from the car.
The very next day I delivered my brand new car to the dealership to be detailed, happy as could be. When I picked up my vehicle, very much to my dismay, there were two holes drilled into my front bumper (with no bracket mounting for the record) to display an advertising plate for the dealership. Needless to say, I was not pleased that the dealership damaged my vehicle. When I brought this up to the Salesman I had been dealing with I made it very clear that the damage to my brand new car must be rectified. I was very clear that I did not want a “repair job” on my brand new vehicle, and that I wanted a factory replacement bumper for the one that they intentionally drilled holes in. In my opinion, no one would agree to having patch work done on their brand new car. I understand that the standard protocol for their detail shop may be to drill holes in the bumpers of the vehicles that they bring in to display their advertising insignia when those vehicles are going onto their sales lot; however, at the time of this service the vehicle did not belong to Jack Key Motors, it was owned by me. The Salesman agreed to the terms that a new bumper would be installed. The true problem of this entire ordeal arose when I received my vehicle back from their body shop and there was a repair job (and a poor one at that) and not a replacement of the front bumper. I was very adamant that this was not acceptable. I feel that if I hadn’t noticed the terrible repair work that the dealership would have pretended as if it never happened; I feel as if they were trying to be deceptive and untruthful just to cut corners to save a few dollars fixing their mistake. The salesmen at this point offered me $500 to walk away and “leave it alone”. I then went to get the price of a new bumper from another unaffiliated shop and was given a quote of $900.
All I am looking for is the vehicle that I, in good faith, purchased. The issues about minor scuffs on the door, inaccurate mileage, cleanliness, ripped window tint, or anything else are just to illustrate my frustration over this entire transaction. The simple fact is that I love my car. What I don’t love is the fact that I feel exploited by a business that has damaged my property and has attempted to unethically rectify the situation. All I want is the vehicle to be in the condition it was before they damaged it (less than 24 hours after delivery), not almost the condition. A new factory bumper, painted and installed, would rectify this situation.
Regards,
Jeffrey [redacted]
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

[A default letter is...

provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I appreciate the offer that is on the table but I feel I
have to declineAt this point it is a culmination of events that has disturbed
me the mostWhen I first dropped off the truck and it was diagnosed, I asked
for the work to be done and it took over weeks to startI had to call to
find out if it was done only to find that the work had not even startedThis
led me to having to rent a car for over a monthWhen I finally did get the
truck back, I was assured it was fixedLess than a week later the check engine
light is back on and a couple of days after that the truck is a paperweight in
the apartment parking lotSince I did not get my parts, I have no evidence
that any work was doneThe refusal to return the parts requested is in
violation of New Mexico's Unfair Trade Practices Act, N.M.S.A§57-12-Since
I do not know if the work was actually done, I cannot reasonably be assured
that the problem that I am now experiencing is not the original problem and the
work that was supposedly done was not necessaryAll I have is the shop's word
and since I no longer trust the shop I would respectfully request a refund so I
can spend that money on a shop that will actually get the truck working
properlyI also find it somewhat discouraging that when I brought the truck
back, all I was told is that the Osensors we gone and I needed to come out of
pocket another almost $At that point, I would have had to shell out almost
$How am I to not think that the shop is just running up a bill? I also
find it disturbing that the shop cleared the code and I was told it was safe to
driveIf it was safe to drive then why did it die days later? Another issue
is that I have had to initiate almost all conversations to see if anything had
progressedMany times I got the run around and pass the phone call to someone
else and even hung up onI cannot say the customer service has been stellar
Even now after talking to a representative of the shop who made me the offer to
which I gave a counter offer, I was told he would have to talk to management
about the requestThree working days later, I still have heard nothingI'm
not sure if this was just a fulfilling a going through the motions or notI
personally am feeling a bit ripped off and it makes me question if the entire
organization is the same or is this an isolated incidentFinally, it was not
until I went to the Revdex.com that an offer was madeConsidering the history of this
transaction, I would have thought it should not have had to come to this for
something to be doneIf this cannot be solved through this medium, then I am prepared to take greater legal recourse
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

We are working with our customer to try and resolve this matter.  We have offered a $606.00 settlement to which she has agreed to.  We are working to get the paperwork and check ready for our customer.Thank you

Complaint: [redacted]
I am rejecting this response because: I did not receive a call...

this morning and had to call the Jack Key service department myself at 10:30am. After waiting on hold for over 10-min, I was informed by Brandon that the part was still not delivered. It was supposed to be shipped by Tuesday, however it is now on hold until Friday. I would have appreciated an update on my vehicle's status when the part did not arrive as promised.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]