Jacksonville Chrysler, Jeep - Dodge - Ram

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 Complaint: [redacted]
I am rejecting this response because:Mr [redacted] unfortunately you are the one that doesn't understand. Your dealership has replicated this noise and in the written notes say,"We were able to replicate the customers complaint but after inspection of the seat we are unable to diagnose the problem, thus no repairs are needed."  I understanding for Dodge's process very well  unfortunately. My last eight new cars have been purchased at your dealership $250,000 worth. So your attempts to make me seem unaware or uneducated is insulating. I will never buy another car from you and will take you and Dodge up on your offer to do business with a dealership that wants my business before and after the sale. Four times to not fix the problem is more than generous on my part. Everything I say can be supported by written documents by your dealership so I invite you [redacted] to look back at Erin and my patronage of your establishment over the past decade. Please keep your 70.00 check. My complaint was not about the money, it was leaving my tank so empty that the warning light was on and I almost didn't make it to the gas station two miles away from the dealership. 
Regards,
[redacted]

To Whom It May Concern, Sales Manager [redacted] is in the process of contacting the Credit Bureau to have these inquries removed.  We apologize for any inconvenience.   If you have any questions, please direct them to [redacted] at ###-###-####. Sincerely, Jacksonville...

Chrysler Jeep Dodge Ram

[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: im a master of science in automobile engineering by Mercedes Benz in Germany and btu Cottbus and also have my own automobile Service shop in Jacksonville. [redacted]. I've replaced said valve covers and a new pcv valve was installe prior the checkup at the dealership. I've told the service adviser before about my problems and showed videos and pictures about it. I was very specific about valve guides and leaking stem seals and about the failing catalytic converter on bank 2 what is a sign of excessive oil burning. Excessive blue  smoking out of the exhaust are not caused by leaking valve cover nor by a newly replaced pcv valve and said oil on the side of the timing cover and parts of the oil pan should be visible seeen as old dirty black oil and not fresh leaking as the car also had done fresh oil changes. If showed pictures about the failing valve guides that are loose and creating a slight scratching ticking  noise from bank 2. As I went back to talk with the technicians and pointed out the video he said there was no check engine light and he don't know about a check engine light even service adviser noted that on the pre inspection. I have told him that check engine light is for  catalytic converter bank 2 and I got quot d 1500$ to replace booth bank 1 and 2. Technician did not answer my questions and walked away. I've tried to claim warranty trough my shop but as Chrysler talked with the technician they said all the parts are not related to the cylinder head they are related to the oil pan and I got my warranty claim denied. I've paid 147 dollars for innacruate diagnosis. I've also got quoted for my engine cover that was sitting in the trunk and not even related to the issue at hand. Dealership constantly denied the smoking problem to failed valve stem seals and loose valve guides. Warranty paper description shows exactly this kind of probelems that valve guides and stem seals fail. They also install the wrong switch even I gave them the right papers with the right part numbers and instructions and had to come back twice for a 10 minutes job they failed to do the first time. It just shows the incompetence of the technician. On phone calls service advisers and technician constantly insisted that there was at first no check engine light but didn't responded why service adviser noted it on the pre inspection paper and invoice show no signs of check engine light diagnosis. Check engine light stayed all the time on with prior code for misfire bank 2 cylinder 2. They can talk all this to people that have no clue about cars but not to a guy that went 8 years apprentice in Germany plus bachelor and masters degree In automobile engineering and jet propulsion. 
Regards,
[redacted]

[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]

Good Afternoon, we will replace/repair the antenna to the vehicle even though we have no record of it being defective at time of purchase.  We would like to look at the bill for cross rails before agreeing to pay for them, as we have nothing in writing stating that we owe cross rails, but...

we do have a worksheet where it was discussed initially, but then we couldn't make it work as part of the deal, which took place over a year ago.  We have forms stating that the two years worth of oil changes, which come from Chrysler Corporation are for a certain mileage interval, and only for a certain number of total miles, which equates to 4 oil changes.  7,500 mile intervals based on driving 15,000 miles per year is 4 oil changes.  We cannot possibly know what exactly was said over a year ago, but our sales staff does know that if they don't explain things right they may be held responsible for their mistakes, so typically we do not have an issue where it is not clear that it is 4 oil changes.  Obviously if a customer came in every 3000 miles for an oil change and another customer came in every 7500 miles the cost to Chrysler Corp would be very different, so they make those intervals based on recommended service guides.  Jacksonville Chrysler Jeep Dodge will give the customer 4 additional free oil changes going forward, regardless of how long it takes the customer to use them.  Those will be good at Jacksonville Chrysler Jeep Dodge on the customers Jeep Cherokee.  Please forward the receipt for the Cross Rails and we will see what we can work out on those.  For the oil changes, customer can Contact Mark Gilt in Sales as well as to schedule an appointment to replace/repair the antenna. Sincerely, Jacksonville Chrysler Jeep Dodge

To Whom It May Concern, Al Palmer, our Service Advisor, didn't diagnose her vehicle, a technician did.  The technician install parts, the parts didn't fix the issue, and the dealership took the parts off, and removed all charges.  No labor was charged, no diagnostic fee was charged,...

and no parts were charged, because we have refunded all the money to her Credit Card as of this morning.  Al explained what was needed to repair the vehicle after the technician realized what the issue was after initial parts didnt fix the issue.  The customer declined the repair.  If we had not refunded the customer already, perhaps there would be a different solution, but it appears since no money was charged ultimately, we can offer to repair the rear hatch based on the correct diagnosis, or the customer can elect to not have the repair done, as she has so far.  We apologize that our technician mis-diagnosed the issue the first time, as we never want to mis-diagnose a vehicle, but we did refund all of the charges. If you need any further information please feel free to contact me or our Service Manager, [redacted]
* Thank you, [redacted]
[redacted]

we will remove his name and numbers from our system at once. Sincerely, Jacksonville Chrysler Jeep Dodge Ram

[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]

[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.]
Better Business...

Bureau:
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]

A check has been cut and mailed to the customer as of 7-22-2015.  We apologize for the delay as we have had a change in manager in the service department.Sincerely,Jacksonville CJDR

Mr. [redacted],I am very sorry to hear Mr. [redacted] has rejected the offer to bring the vehicle in so we can see what we can do.  It is not an attempt to not do the work, it is an attempt to diagnose the issue.  In his first writing to the Revdex.com he said we could not replicate what was causing the noise.  In order to do warranty work for the Manufacturer, they (the Manufacturer) stipulates that we diagnose the problem.  That is how they ensure that the work being done is actually a covered repair under the customer's warranty from the Manufacturer.  I also am sorry that Mr. [redacted] feels that by me acknowledging his options to have the vehicle repaired at any Chrysler Jeep Or Dodge dealership I was  attempting to "pass the buck".  My intention was to inform him that if he did not want to deal with us, or if the drive here was inconvenient to him, he could bring it to any dealer that was convenient to him.  After all, he seems to feel in his initial complaint, and certainly states in his rejection to my response that this dealership is not trying to help.  I apologize for the lack of communication from our staff.  I am sure if they did a better job communicating to Mr. [redacted], he would be able to understand the process and he would also understand no one was joy riding in his vehicle.  They were attempting to diagnose it so they could get it covered by the manufacturer's warranty.   I will speak to the staff and make sure they do a better job communicating the warranty process to our customers going forward.   In addition, if Mr. [redacted] would like a check for $70 dollars to fill his gas tank, I would be more than happy to send it to him, whether he intends to bring his vehicle here in the future or not.  I have never heard from him about us using his gas and not replacing it, but it is certainly not anyone's intention to use up his gas joy riding in his vehicle.  If he would like to still have us attempt to repair his seat, he is still more than welcome to bring the vehicle in to us. We will provide him with a rental vehicle while his vehicle is in our shop.Sincerely,[redacted]Jacksonville Chrysler Jeep Dodge

To Whom It May Concern, If Mr. [redacted] could email me at [redacted] I would love to discuss the issue and get the Chrysler Representative involved and see what can be done.  I understand his frustration, and I will relay that to the Representative of the Manufacturer.  I agree...

with Mr. Johnson, our employees should certainly do more than just say it is a common problem and we know how to fix it if he wants to pay for us to do it.  Although Chrysler may not fix it under warranty because his vehicle is out of warranty, that doesn't mean there is nothing they can do, and it is at least worth having a discussion with them about it.  We should have that discussion, not ask Mr. [redacted] to have it.  That isn't very good customer service.  I do know of other Ram's that have an issue with a back window leak, and I believe Mr. [redacted] when he says there are multiple reports of the issue online.  I would guess that perhaps percentage wise, the amount of issues vs the amount of Trucks built is not high enough to have a recall on it, although I am not sure.  I will ask the Rep about that as well.  Once Mr. [redacted] and I get connected, I will update you as to what progress we make, if that is acceptable to the Revdex.com. Sincerely, [redacted]Jacksonville Chrysler Jeep Dodge

To Whom It May Concern, Customer had an A/C compressor failure in 2015, not this visit.  On this particular visit, in January of 2017, the A/C condenser, the evaporator core, and the blend door housing were defective.  Initial diagnoses revealed the condenser and evaporator core...

leaking.  Customer authorized repairs.  Condenser was replace, Dash was removed to replace evaporator core.  When the dash was removed, the technician found an additional failure, which was the Blend Door that was broken.  This is the reason the customer was contacted for additional investment.  A wiring harness was required then due to updated component, the original part no longer being available.  No additional labor was charge, the only charge was for the part.  Additional repairs cost $1,258.46 which is the blend door and the wiring harness.  Customer authorized those repairs as well and the repairs were completed.  We are sorry that our representative did not communicate these things more effectively.  Certainly that is our job.  The two repairs, one from 2015 and one from 2017 are not the same repair though.  We would like to offer Mr. Anderson a credit at the Service Department for $250.00 that he can use on any type of maintenance or service we provide.  We will also speak with our representative to attempt to discover how there was a miscommunication and to try to train them so we do not have a miscommunication in the future.Sincerely, [redacted]Service Manager

We apologize for [redacted] not calling the customer back.  We cancelled the customer's credit life when he came in in March.  He was refund $484.82 for that.  [redacted] cancelled the Gap insurance the day he was called in April.  A check has already been sent out to Mr. Osvaldo for...

$202.42 for the cancellation of Gap insurance.  If Mr. Osvaldo needs anything else, please let us know.Thank you,[redacted]Jacksonville CJD

To whom It May Concern, The dealership's finance manager Troy [redacted] reached out to offer to cancel the maintenance products that the customer bought on the 2 vehicles that were purchased.  We then had a sales manager named [redacted] Kikic call to follow up and explain he could cancel items he...

purchased in the finance office if he wanted to, and [redacted] has not heard back from the customer.  The customer can absolutely cancel the products he purchased and then reduce his amount financed on each vehicle if he wants to do that.  All he would need to do is let [redacted] know that is what he would like to do, and those items would be refunded.  [redacted] can be reached at ###-###-####.  He could also ask to speak to [redacted]'s boss if he wished. Sincerely, Jacksonville Chrysler Jeep Dodge