Dear [redacted] , After researching [redacted] ***’s concern regarding the rental expense (November of 2014), we have found, that [redacted] is correct and he is due a $refund Despite the local [redacted] office insisting that our dealership paid the total $770.00, our accounting office and the [redacted] Corporate headquarters do not show a payment from us for that amountInstead they both confirmed that we were invoiced for and paid $ We will work with [redacted] to issue a credit to [redacted] ***’s credit card in the amount of $ASAP We apologize for this errorRegardless of who caused the error, it is ultimately our responsibility to get this resolvedAs our investigation uncovered, we were given bad information that we relied uponAdditionally, we have had a standing policy with [redacted] that they are not permitted to charge our customers without our consent to make sure they do not harm our relationshipsWe will address this with them as well to help thwart this from occurring to any other customer Thank you for bringing this to my attention Respectfully, Kevin *F [redacted] President Farrish of Fairfax, Inc
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 meI corresponded with Ralph P [redacted] last night to confirm the following items:-This includes 6,000, 12,000, and 18,mile services which will be noted for the service department.-This includes a cargo cover which will be ordered directly by the dealerRegards, [redacted] ***
Thank you for the opportunity to respond Here are the facts: On 7/14/we performed safety recall [redacted] ( Occupant restraint module) and complimentary Pt vehicle inspectionCustomer’s vehicle VIN# [redacted] arrived with 139,miles and check engine light was illuminated Vehicle had never been serviced by usTech found trouble codes present and customer declined to have diagnosis completed We have no documentation or knowledge of the maintenance history on this vehicle and the driving habits of the vehicle owner before or after the 7/14/dealership visit All we can report is that we didn’t do any mechanical repair that involved the engine, cooling system or Transmission Performing a complimentary inspection of the vehicle consists of a visual inspection Customer was offered the opportunity to bring the vehicle to our dealership to evaluate cause of engine failureCustomer declined In conclusion, while unfortunate that the customer had a problem with their vehicle, trying to place blame on our dealership based on our free inspection is outrageous and reaching
I contacted [redacted] because I couldn't find any of his contact info in our computer systems we use to contact our customers We agreed that I would email him at the email address he used in his communication to Revdex.com so he could easily forward any emails he is getting from our company to aide me in researching the problem and getting it resolved quickly and efficiently for him This reply is only an update and not a conclusion until it is resolved I will re-respond when I'm comfortable that I have found and addressed his concern We also left it that [redacted] will retain my contact info should this ever happen again in the future.Thank you for the opportunity to resolve concerns like this that we otherwise were not aware of Incidentally, we intentionally put our management team's contact info on our website to make it easy for customers to reach us should they ever need
[redacted] , First and foremost, I apologize for your inconvenience All of our work is guaranteedWe will certainly address any areas of concern that were part of our repairs and make any necessary repairs free of charge to youWe will provide you with alternate transportation if we need to keep the vehicle to accomplish these repairs While I disagree with your statement "We work at our own pace", in the interest of keeping an open mind, what discount do you think is justified keeping in mind that we went to considerable expense to provide Free alternate transportation for much of this repair I look forward to hearing from you soon Sincerely, Kevin F [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because [redacted] needs to resolve the matter in the form of a refund Regards, [redacted]
The transaction was completed but I disagree that Farrish had no relationship to this issueThey did not perform repairs originally on the doors in a neat and workmanship like manner, which was the main reason [redacted] decided to work out an exchangeI do appreciate that the process is completed and we can move onward 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] (***) ***
We did repairs for this customerThe first one under warrantyThe second with over 107,miles that required that we contact [redacted] and attempt to get this repair covered on an after warranty/goodwill basisWe were able to get [redacted] to authorize the repair and if the customer paid a very modest deductible, the repair would come with a warranty The repair was completed as timely as possible (had difficulty getting the necessary parts) which were out of our control The customer requested assistance for the rental expense she incurred during the second repair We discussed the series of events and how [redacted] already spent a considerable amount of money as a good will gesture etcbut the customer wanted us to try and get any portion coveredWe reached out to [redacted] again sighting the parts delays, the agreed to cover $of the rental expense [redacted] will mail a check directly to the customer within the next 2-weeks It is my understanding that the customer is very appreciative of our efforts and moreover thrilled that [redacted] went above and beyond for herI believe this matter has been completely satisfied and would be candidly surprised if you find anything to the contrary We are thankful that the Revdex.com process gave us an opportunity to identify an area of disconnect between our customer and our dealership that permitted us to get involved and get it resolved Respectfully, Kevin F [redacted] President Farrish of Fairfax, Inc
[redacted] ***, I have received your complaint to the Revdex.com, as well as your Yelp review and e-mail belowI wanted to address your concerns regarding the trade in processIt is my understanding from you and Sam Ramadan, [redacted] Sales Manager, that [redacted] Blue Book (KBB) was used to justify the trade in value of your vehicleSam explained the first figure that he presented was with the wrong package checked, once this was found out an additional package was added and the value was increasedAccording to the attachments the KBB value for your vehicle is $8,The fair value could be in question due to the fact your vehicle had been in an accident according to CarfaxUltimately KBB and other tools are just guides, and the final decision was yours to whether you would accept the figure we offered, as it was our decision to accept the offer from you on the purchase of your new [redacted] which was purchased for $2,under the Manufacture Suggested Retail Price (MSRP) The value you negotiated was $8,and seems to be in line with the documentation you have provided as well as others sources I reviewed With this all being said I want you to be happy with your purchase and will extend the offer of two oil changes above the oil change you have already revived on September 9th, 2016, as well as a cargo cover for your OutbackIf you find this acceptable please let me know and I will put notes in our system so our team knows you are owed these items Sincerely, Ralph P [redacted]
[redacted] ***, Thanks for taking my call todayI apologize for the lack of response by my teamAttached is your PA registrationYour vehicle has also been certified in Chrysler’s SystemPlease let me know if you need any assistance in the future Sincerely, Ralph P [redacted] General Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I strongly believe that the mechanic / mechanics didn't know what they were doing when they tried to replace bulb that I purchased.I think at this point I need to contact Attorney General office in VaConsumer Affairs, and also seek legal advice 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] ***
[redacted] had a [redacted] we were working with him to repairHe indicated that he was having to pay for this repair personally and therefore asked that we obtain used parts to keep the cost downDue to the year of the vehicle, it was extremely difficult to obtain all necessary parts in a timely mannerRecognizing this, we supplied [redacted] with a loaner vehicle at our expense [redacted] 's vehicle was ready for pick up 5/He couldn't make it that evening and picked up his vehicle on 5/28/Every effort was made to take care of [redacted] If for any reason, [redacted] would like to discuss this matter further, I can be reached at [redacted] We certainly believe we acted in his best interest based on the information reviewed with me, however, the purpose of this process is to confirm that we are all in agreement Respectfully, Kevin F [redacted] President Farrish of Fairfax, Inc DBA; Fairfax Auto Body/Farrish Collision
Customer has never supplied us with any information from an independent 3rd party to support their claim Had they contacted us directly instead of going through the Revdex.com, we would have first gathered all facts before rendering a decision We are clearly having a miscommunication between us and therefore would like to start over and request all supporting documentation so we can re-look at this before rending a final decision This information should include: At least the prior servicing invoices prior to our RO showing the proper maintenance was performed on the vehicle, and most importantly, the repair estimate or final invoice if they had the work performed showing the findings which the customer is relying upon to determine fault by our company Thank you
I spoke with [redacted] on Tuesday the 12th of SeptemberI apologized that she had so much trouble in receiving her $credit from Farrish SubaruI assured her that I would immediately send her a cash refund of $150, the check went out that eveningI apologized for any inconvienance this has caused herShe seemed happy that she would be receiving a cash refund.If you have any additional questions please let me know.Thanks,Ralph P [redacted] General Manager
*** *** brought her vehicle to us on 5/30/@miles, for an air bag recall #***We performed the recall and she picked up her vehicleShe brought the car back to us on 6/7/@miles indicating they were having difficulty starting the vehicle and it would occasionally stallAt
that time, they accused us of causing this condition while performing the recallThere was never any mention of a "computer issue" as she states in her letter to youWe tested the vehicle and found that the ignition key cylinder was worn to the point where at times it would cut the vehicle off and also not allow it to start (by simply wiggling the key in the ignition or on a significant bump in the road)This diagnosis and Subsequent repair was an obvious one with the looseness in the Switch so the Customer authorized the replacement of the cylinderOnce the cylinder was replaced, we tested the vehicle multiple times and confirmed that the condition we addressed was repairedNote; this vehicle has plus miles on it and is almost model years old.My service manager received a call from a gentleman who referred to himself as *** ***'s boyfriend on 6/7/indicating that he wanted his money back for the ignition switch repair because his car was stallingMy service manager informed him that we would only consider repayment if we have an opportunity to re-check the vehicleAlso in that conversation, we informed him that we would be willing to pick up the vehicle and not charge any additional diagnostic time so they weren't further inconveniencedFurther, if the problem had any relation to the ignition switch that we would repair it again at no charge or refund his money, (thinking it possibly could have been a bad ignition switch part)We picked up the vehicle the same day but given the time that we returned to the dealership we did not have an opportunity fully investigate it that dayThe next day we looked at the vehicle but could not reproduce the concernNote; Before the ignition switch was replaced, we had no problem duplicating a no start and stalling conditionOn the last visit, our Master Technician of plus years, spent several hours trying to duplicate the concernWe found a *** *** Bulletin #*** that talks about "Intermittent Engine Die Out"We Informed *** ***'s boyfriend that we thought that it needed this bulletin but we would like to test it furtherHe insisted in picking up her vehicleThey came to pick up their vehicle the same day as the last call and created a scene by yelling and screaming in front of our staff and customersAs we released their vehicle to them the boyfriend slammed his arms down striking my service manager and grabbing all of the paperwork out of his handsThis paperwork included our technicians repair order and other documentationMy Manager informed him that the paperwork that he just grabbed from him was not his property and he continued to Walk out Screaming obscenities as he left.On 6/21/*** *** called my Service Manager again requesting a refundMy Service Mgrinformed her that we could not duplicate her concern and that the ignition switch appeared to be Working properly after significant testingGiven the Year and Mileage of the vehicle, He Informed *** *** that there may be other items in need of attention with her vehicle but we could not find anything wrong with the work we performed and therefore would not consider reimbursing her for the Ignition Switch Cylinder RepairWe stand by our WorkThe Repair order states our Limited Warranty and we fully intend to adhere to that warrantyWe maintain that our repair was correct, authorized and warrantedIt is our belief that if there truly are additional problems with the vehicle that they have nothing to do with our repair or intermittent to the point where our testing didn't identify themShould this continue, we will be happy to again, re-test our work free of charge to confirm that our work was correctThat said, our staff was respectful to both *** *** and her friend throughout this process which was not mutualAny further discussions with our staff MUST be professional or we will not subject our team to their abuse and ask them to leave
Parts/Service Director contacted customer and scheduled in this Saturday.The issue is not if we will or won't replace the radio The problem is that dealers must follow the manufacturers directives, in this situation the radio may be fine and the problem has to do with the connectivity of the
customers phone to the *** system that does through the radio Again, we invited and confirmed an appointment for this Saturday for one of our Master Techs to follow Chrysler's process to see if the problem is the radio or if the customers phone/version is supported and will currently work on *** system All phones don't work on the systemIn many instances, this type of situation has been resolved by the customer moving their phone to the latest software update The customer should not change the software in their phone until we have had our master tech look at it We have also had instances where the updated software is too advanced and can't put back the old software.We will update our findings on the Revdex.com system based on our findings from Saturday's visit..Thank you
February 13,
*** *** ***
Re: ID #***
Dear *** ***,
I would first like to apologize that I did not respond to you in reference to *** ***’s complaint in a timely manner
*** *** purchased a *** *** on December 15, from Farrish of Fairfax
(Farrish) with 97,milesThe vehicle, as required by the state of Virginia, passed Virginia Safety InspectionAt the time of purchase the vehicle came with a day or 3,miles Powertrain WarrantyAlso, at the time of purchase *** *** signed a document that disclosed that Farrish does not guarantee Maryland Inspection
*** *** informed her salesperson, Mark J***, of her concerns regarding the vehicle failing Maryland InspectionMark offered to repair the lights in questions in good faithThe lights were repaired and the vehicle did pass Maryland Inspection
After the vehicle passed Maryland Inspection the headlight stopped workingThe vehicle was diagnosed by Farrish to need a Headlight BucketFarrish offered to put the part in with no labor cost, and the customer would be responsible for paying for the part in the amount of $*** *** requested that Farrish pay for the entire repair
At this time Farrish will offer to split the cost of the Headlight BucketFarrish will pay $of the part and install the part at no labor cost*** *** would be responsible for paying $300, her portion of the part expense
I hope *** *** finds this to be a fair solution to this situation
The following documents have been attached
• Copy of Maryland Inspection
• Signed document disclosing Maryland Inspection policy
• Buyers Guide
If you have any further questions, please contact me at ###-###-#### or ***@farrishcars.com
Respectfully,
Ralph P***
General Manager
Farrish of Fairfax, Inc
DBA: Farrish Dodge, Jeep, RAM, and Subaru
I brought the items that needed repair to the shop manager's attention and he fully addressed them with great effortIn regards to the cost, I believe that the shop has helped me by lending me a vehicle to drive and the repairs we reduced in comparison to other shopsOverall, I am satisfied with the repairs, I just wish that if someone promises to commit to something they should do it
There was no delay from the dealershipThe dealership did everything to support Mr*** in a timely fashionIt takes time to make sure everything is done correctlyMr*** is in a new *** with no loss or penalty for the miles drivenHis only expense was in the upgrade of the vehicleAs far as using the Revdex.com against the dealership is a little unfair since the complaint has to do with *** of America, and a perceived defect with the vehicleIt is the opinion of the dealership that this complaint should be taken down since we had nothing to do with the complaint, but facilitated the customer getting what he wanted. Ralph P*** General Manager
Dear [redacted] , After researching [redacted] ***’s concern regarding the rental expense (November of 2014), we have found, that [redacted] is correct and he is due a $refund Despite the local [redacted] office insisting that our dealership paid the total $770.00, our accounting office and the [redacted] Corporate headquarters do not show a payment from us for that amountInstead they both confirmed that we were invoiced for and paid $ We will work with [redacted] to issue a credit to [redacted] ***’s credit card in the amount of $ASAP We apologize for this errorRegardless of who caused the error, it is ultimately our responsibility to get this resolvedAs our investigation uncovered, we were given bad information that we relied uponAdditionally, we have had a standing policy with [redacted] that they are not permitted to charge our customers without our consent to make sure they do not harm our relationshipsWe will address this with them as well to help thwart this from occurring to any other customer Thank you for bringing this to my attention Respectfully, Kevin *F [redacted] President Farrish of Fairfax, Inc
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 meI corresponded with Ralph P [redacted] last night to confirm the following items:-This includes 6,000, 12,000, and 18,mile services which will be noted for the service department.-This includes a cargo cover which will be ordered directly by the dealerRegards, [redacted] ***
Thank you for the opportunity to respond Here are the facts: On 7/14/we performed safety recall [redacted] ( Occupant restraint module) and complimentary Pt vehicle inspectionCustomer’s vehicle VIN# [redacted] arrived with 139,miles and check engine light was illuminated Vehicle had never been serviced by usTech found trouble codes present and customer declined to have diagnosis completed We have no documentation or knowledge of the maintenance history on this vehicle and the driving habits of the vehicle owner before or after the 7/14/dealership visit All we can report is that we didn’t do any mechanical repair that involved the engine, cooling system or Transmission Performing a complimentary inspection of the vehicle consists of a visual inspection Customer was offered the opportunity to bring the vehicle to our dealership to evaluate cause of engine failureCustomer declined In conclusion, while unfortunate that the customer had a problem with their vehicle, trying to place blame on our dealership based on our free inspection is outrageous and reaching
I contacted [redacted] because I couldn't find any of his contact info in our computer systems we use to contact our customers We agreed that I would email him at the email address he used in his communication to Revdex.com so he could easily forward any emails he is getting from our company to aide me in researching the problem and getting it resolved quickly and efficiently for him This reply is only an update and not a conclusion until it is resolved I will re-respond when I'm comfortable that I have found and addressed his concern We also left it that [redacted] will retain my contact info should this ever happen again in the future.Thank you for the opportunity to resolve concerns like this that we otherwise were not aware of Incidentally, we intentionally put our management team's contact info on our website to make it easy for customers to reach us should they ever need
[redacted] , First and foremost, I apologize for your inconvenience All of our work is guaranteedWe will certainly address any areas of concern that were part of our repairs and make any necessary repairs free of charge to youWe will provide you with alternate transportation if we need to keep the vehicle to accomplish these repairs While I disagree with your statement "We work at our own pace", in the interest of keeping an open mind, what discount do you think is justified keeping in mind that we went to considerable expense to provide Free alternate transportation for much of this repair I look forward to hearing from you soon Sincerely, Kevin F [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because [redacted] needs to resolve the matter in the form of a refund Regards, [redacted]
The transaction was completed but I disagree that Farrish had no relationship to this issueThey did not perform repairs originally on the doors in a neat and workmanship like manner, which was the main reason [redacted] decided to work out an exchangeI do appreciate that the process is completed and we can move onward 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] (***) ***
We did repairs for this customerThe first one under warrantyThe second with over 107,miles that required that we contact [redacted] and attempt to get this repair covered on an after warranty/goodwill basisWe were able to get [redacted] to authorize the repair and if the customer paid a very modest deductible, the repair would come with a warranty The repair was completed as timely as possible (had difficulty getting the necessary parts) which were out of our control The customer requested assistance for the rental expense she incurred during the second repair We discussed the series of events and how [redacted] already spent a considerable amount of money as a good will gesture etcbut the customer wanted us to try and get any portion coveredWe reached out to [redacted] again sighting the parts delays, the agreed to cover $of the rental expense [redacted] will mail a check directly to the customer within the next 2-weeks It is my understanding that the customer is very appreciative of our efforts and moreover thrilled that [redacted] went above and beyond for herI believe this matter has been completely satisfied and would be candidly surprised if you find anything to the contrary We are thankful that the Revdex.com process gave us an opportunity to identify an area of disconnect between our customer and our dealership that permitted us to get involved and get it resolved Respectfully, Kevin F [redacted] President Farrish of Fairfax, Inc
[redacted] ***, I have received your complaint to the Revdex.com, as well as your Yelp review and e-mail belowI wanted to address your concerns regarding the trade in processIt is my understanding from you and Sam Ramadan, [redacted] Sales Manager, that [redacted] Blue Book (KBB) was used to justify the trade in value of your vehicleSam explained the first figure that he presented was with the wrong package checked, once this was found out an additional package was added and the value was increasedAccording to the attachments the KBB value for your vehicle is $8,The fair value could be in question due to the fact your vehicle had been in an accident according to CarfaxUltimately KBB and other tools are just guides, and the final decision was yours to whether you would accept the figure we offered, as it was our decision to accept the offer from you on the purchase of your new [redacted] which was purchased for $2,under the Manufacture Suggested Retail Price (MSRP) The value you negotiated was $8,and seems to be in line with the documentation you have provided as well as others sources I reviewed With this all being said I want you to be happy with your purchase and will extend the offer of two oil changes above the oil change you have already revived on September 9th, 2016, as well as a cargo cover for your OutbackIf you find this acceptable please let me know and I will put notes in our system so our team knows you are owed these items Sincerely, Ralph P [redacted]
[redacted] ***, Thanks for taking my call todayI apologize for the lack of response by my teamAttached is your PA registrationYour vehicle has also been certified in Chrysler’s SystemPlease let me know if you need any assistance in the future Sincerely, Ralph P [redacted] General Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I strongly believe that the mechanic / mechanics didn't know what they were doing when they tried to replace bulb that I purchased.I think at this point I need to contact Attorney General office in VaConsumer Affairs, and also seek legal advice 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] ***
[redacted] had a [redacted] we were working with him to repairHe indicated that he was having to pay for this repair personally and therefore asked that we obtain used parts to keep the cost downDue to the year of the vehicle, it was extremely difficult to obtain all necessary parts in a timely mannerRecognizing this, we supplied [redacted] with a loaner vehicle at our expense [redacted] 's vehicle was ready for pick up 5/He couldn't make it that evening and picked up his vehicle on 5/28/Every effort was made to take care of [redacted] If for any reason, [redacted] would like to discuss this matter further, I can be reached at [redacted] We certainly believe we acted in his best interest based on the information reviewed with me, however, the purpose of this process is to confirm that we are all in agreement Respectfully, Kevin F [redacted] President Farrish of Fairfax, Inc DBA; Fairfax Auto Body/Farrish Collision
Customer has never supplied us with any information from an independent 3rd party to support their claim Had they contacted us directly instead of going through the Revdex.com, we would have first gathered all facts before rendering a decision We are clearly having a miscommunication between us and therefore would like to start over and request all supporting documentation so we can re-look at this before rending a final decision This information should include: At least the prior servicing invoices prior to our RO showing the proper maintenance was performed on the vehicle, and most importantly, the repair estimate or final invoice if they had the work performed showing the findings which the customer is relying upon to determine fault by our company Thank you
I spoke with [redacted] on Tuesday the 12th of SeptemberI apologized that she had so much trouble in receiving her $credit from Farrish SubaruI assured her that I would immediately send her a cash refund of $150, the check went out that eveningI apologized for any inconvienance this has caused herShe seemed happy that she would be receiving a cash refund.If you have any additional questions please let me know.Thanks,Ralph P [redacted] General Manager
*** *** brought her vehicle to us on 5/30/@miles, for an air bag recall #***We performed the recall and she picked up her vehicleShe brought the car back to us on 6/7/@miles indicating they were having difficulty starting the vehicle and it would occasionally stallAt
that time, they accused us of causing this condition while performing the recallThere was never any mention of a "computer issue" as she states in her letter to youWe tested the vehicle and found that the ignition key cylinder was worn to the point where at times it would cut the vehicle off and also not allow it to start (by simply wiggling the key in the ignition or on a significant bump in the road)This diagnosis and Subsequent repair was an obvious one with the looseness in the Switch so the Customer authorized the replacement of the cylinderOnce the cylinder was replaced, we tested the vehicle multiple times and confirmed that the condition we addressed was repairedNote; this vehicle has plus miles on it and is almost model years old.My service manager received a call from a gentleman who referred to himself as *** ***'s boyfriend on 6/7/indicating that he wanted his money back for the ignition switch repair because his car was stallingMy service manager informed him that we would only consider repayment if we have an opportunity to re-check the vehicleAlso in that conversation, we informed him that we would be willing to pick up the vehicle and not charge any additional diagnostic time so they weren't further inconveniencedFurther, if the problem had any relation to the ignition switch that we would repair it again at no charge or refund his money, (thinking it possibly could have been a bad ignition switch part)We picked up the vehicle the same day but given the time that we returned to the dealership we did not have an opportunity fully investigate it that dayThe next day we looked at the vehicle but could not reproduce the concernNote; Before the ignition switch was replaced, we had no problem duplicating a no start and stalling conditionOn the last visit, our Master Technician of plus years, spent several hours trying to duplicate the concernWe found a *** *** Bulletin #*** that talks about "Intermittent Engine Die Out"We Informed *** ***'s boyfriend that we thought that it needed this bulletin but we would like to test it furtherHe insisted in picking up her vehicleThey came to pick up their vehicle the same day as the last call and created a scene by yelling and screaming in front of our staff and customersAs we released their vehicle to them the boyfriend slammed his arms down striking my service manager and grabbing all of the paperwork out of his handsThis paperwork included our technicians repair order and other documentationMy Manager informed him that the paperwork that he just grabbed from him was not his property and he continued to Walk out Screaming obscenities as he left.On 6/21/*** *** called my Service Manager again requesting a refundMy Service Mgrinformed her that we could not duplicate her concern and that the ignition switch appeared to be Working properly after significant testingGiven the Year and Mileage of the vehicle, He Informed *** *** that there may be other items in need of attention with her vehicle but we could not find anything wrong with the work we performed and therefore would not consider reimbursing her for the Ignition Switch Cylinder RepairWe stand by our WorkThe Repair order states our Limited Warranty and we fully intend to adhere to that warrantyWe maintain that our repair was correct, authorized and warrantedIt is our belief that if there truly are additional problems with the vehicle that they have nothing to do with our repair or intermittent to the point where our testing didn't identify themShould this continue, we will be happy to again, re-test our work free of charge to confirm that our work was correctThat said, our staff was respectful to both *** *** and her friend throughout this process which was not mutualAny further discussions with our staff MUST be professional or we will not subject our team to their abuse and ask them to leave
Parts/Service Director contacted customer and scheduled in this Saturday.The issue is not if we will or won't replace the radio The problem is that dealers must follow the manufacturers directives, in this situation the radio may be fine and the problem has to do with the connectivity of the
customers phone to the *** system that does through the radio Again, we invited and confirmed an appointment for this Saturday for one of our Master Techs to follow Chrysler's process to see if the problem is the radio or if the customers phone/version is supported and will currently work on *** system All phones don't work on the systemIn many instances, this type of situation has been resolved by the customer moving their phone to the latest software update The customer should not change the software in their phone until we have had our master tech look at it We have also had instances where the updated software is too advanced and can't put back the old software.We will update our findings on the Revdex.com system based on our findings from Saturday's visit..Thank you
February 13,
*** *** ***
Re: ID #***
Dear *** ***,
I would first like to apologize that I did not respond to you in reference to *** ***’s complaint in a timely manner
*** *** purchased a *** *** on December 15, from Farrish of Fairfax
(Farrish) with 97,milesThe vehicle, as required by the state of Virginia, passed Virginia Safety InspectionAt the time of purchase the vehicle came with a day or 3,miles Powertrain WarrantyAlso, at the time of purchase *** *** signed a document that disclosed that Farrish does not guarantee Maryland Inspection
*** *** informed her salesperson, Mark J***, of her concerns regarding the vehicle failing Maryland InspectionMark offered to repair the lights in questions in good faithThe lights were repaired and the vehicle did pass Maryland Inspection
After the vehicle passed Maryland Inspection the headlight stopped workingThe vehicle was diagnosed by Farrish to need a Headlight BucketFarrish offered to put the part in with no labor cost, and the customer would be responsible for paying for the part in the amount of $*** *** requested that Farrish pay for the entire repair
At this time Farrish will offer to split the cost of the Headlight BucketFarrish will pay $of the part and install the part at no labor cost*** *** would be responsible for paying $300, her portion of the part expense
I hope *** *** finds this to be a fair solution to this situation
The following documents have been attached
• Copy of Maryland Inspection
• Signed document disclosing Maryland Inspection policy
• Buyers Guide
If you have any further questions, please contact me at ###-###-#### or ***@farrishcars.com
Respectfully,
Ralph P***
General Manager
Farrish of Fairfax, Inc
DBA: Farrish Dodge, Jeep, RAM, and Subaru
I brought the items that needed repair to the shop manager's attention and he fully addressed them with great effortIn regards to the cost, I believe that the shop has helped me by lending me a vehicle to drive and the repairs we reduced in comparison to other shopsOverall, I am satisfied with the repairs, I just wish that if someone promises to commit to something they should do it
There was no delay from the dealershipThe dealership did everything to support Mr*** in a timely fashionIt takes time to make sure everything is done correctlyMr*** is in a new *** with no loss or penalty for the miles drivenHis only expense was in the upgrade of the vehicleAs far as using the Revdex.com against the dealership is a little unfair since the complaint has to do with *** of America, and a perceived defect with the vehicleIt is the opinion of the dealership that this complaint should be taken down since we had nothing to do with the complaint, but facilitated the customer getting what he wanted. Ralph P*** General Manager