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JLN Construction Reviews (24)

This is the first email I have received on this issue.? Today is 11/30/17.? I will get this over to my service manager as we speak to get us some answers.After researching this issue I believe that my Service Manager and customer have spoken and are in agreement on the solution? It appears that the complaint was filed and before we received the notice, the agreement was reached? The customer is receiving a new engine and the customer has agreed to pay for the labor? They have also been in a loaner vehicle the time that they have not had their vehicle? Thank You, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ToAgain, I would NOT feel that taking my vehicle to the location, that broke more than fixed, would yield a fair resultFrom day ONE everyone at Urse Dodge told me “that’s how you brought it here”! So no, I honestly do not feel that taking the vehicle back to you would be fairThat IS NOT the optionI’ve had nothing but nasty service & no, that will not happenI’m going to go to Crysler & everywhere I possibly can to make this happenI can not believe you treat your customers like thisThis is insane.

YesMorgantown Fiat took *are of all of my problems so farThey ordered a new ba*k-up *amera for my FiatDale in the servi*e department has been more than a**omendatingI would like for you to relay that I was more upset with the Fairmont Dealership than the one in MorgantownThe dealership in Fairmont is the department that *harged me for the repla*ement bulbs, (one) the driving light was the wrong bulb and (two) the brake light that blew out right after they repla*ed itThank you for taking *are of this issueI am more than satisfied with the results with Morgantown Fiat[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 *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
K*** ***

I am going to look into this and will update as soon as I have more information and a resolution with the *ustomer. Matt Urse

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
URSE’s last response stated that I didn’t understand the
numbers. How can that be when the
numbers are clearly supported by the documents that I provided? The MSRP/sale price as compared to the MSRP
window sticker is clearly misleading. Nowhere in any of the sales documents does it disclose a charge for a
bed liner and/or paint and fabric protectant, yet after months of
inquisition, that’s what I was finally told the inflated MSRP was a representation
of. How can a car dealership charge a
customer for a specific product or service and not have it disclosed in any of the
documentation related to the sale? Maybe what I don’t understand is that WV law does allow
dealerships to misrepresent a MSRP and charge for products/services without
disclosing the price of those products/services If that is the case, then a valuable legal and
integrity lesson has been learned However,
since URSE has not adequately answered these issues and questions that I have
raised, I have formally filed a complaint with the West Virginia Attorney
General’s Office to report these practices.
Regards,
*** ***

Brought customer in to diagnose the issue After diagnosis we determined that the engine, which was installed elsewhere had in-fact been incorrectly installed, thus damaging the transmission torque converter and pump Consequently, we priced a re-manufactured transmission from MOPAR and
installed in the the customers vehicle After installation the vehicle was test driven and is performing as designed It is requested that this incident/complaint be documented as resolved

Joe Urse, Urse Automotive Group Fixed Operations Director spoke with *** *** and set an appointment for diagnosing his vehicle to see if the list of complaints listed by *** *** were caused by the dealershipIf the complaints listed, were caused by the dealership, we will repair the
vehicleIf the items list were caused by the customer or weren’t associated with any previous repairs Urse made, they would be responsible for the diagnosis and any authorized repairs *** *** was told this information and has had two separate appointments 1/and 1/He has not shown for either appointment. At this point there is nothing more we can do in order to assess Mr*** concerns

The customer brought her Jeep Wrangler for us to look at a paint chipping issue on the right front wheel fender. The chip was not a defect in the paint. We did take pictures of the chip that are attached to this message and Chrysler did reject the
claim. The chip was caused by another influence such as an impact from road debris. The pictures also show some scraping in the paint. Based on the fact that the paint is not defective we cannot cover the repair as a warranty repair

We have had the
opportunity to review the complaint along with the square proposal the
customer has sent us that was used to negotiate the deal. The customer
was negotiating on 12/15/on a vehicle that we did not have in stockThis is
a common practice as we are often able to trade
inventory with other
dealerships to meet a customers request. We list each
of our vehicles at MSRP plus $plus any additional accessories that are
added prior to purchaseThe $covers paint and fabric protection that is
applied at the dealershipWe represented this vehicle to have a list price of
$and that we would sell the vehicle for $after incentivesWe also
offered $for the customers tradeThese numbers were verified by the
agreement we were able to print out of our CRM database from 12/15/as well
as by the square agreement the customer recently sent us that he was in
possession of. The MSRP of
this truck is $plus $plus an additional $for a bedliner the
customer requestedThat brings total list price to $As stated above,
the square the customer has that he is questioning shows we agreed to sell the
truck for $and offer $on trade. The actual
purchase agreement that the customer signed during consummating the deal on
12/19/was actually for a selling price of $This is found by
subtracting line ($37250) from line ($5250)In WV incentives are required
to be non taxed and therefore separated on the buyers order, but the customer
actually paid $37250-$(incentives) = $and did receive the $on
trade, as shown on line We
contracted this customer at $less than we had agreed to as shown by the
square he has sent to support to his claimWe do not enjoy nor anticipate to
have disputes on price or regarding to what was agreed to in a dealHowever,
in this case each document shows that the customer paid $for the truck
and received $for his trade and these were the agreed upon terms prior to
us going to get the vehicle for him and on 12/19/when we actually contracted
the dealThe customer makes mention that before contracting he again asked for
a lesser price and was again told that these were our final terms

Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
When I took the vehicle to their body shop a few miles down the road, the guy that worked there told me that he was instructed to fix the other half of the drivers side half *** *nd to not warranty it! He also said that I should persue any other actions to get the matter fixed because it was chipping and it is because of the paint, and he said on jeeps that it is the most common spot above the wheels to peel off! Also when I called Chrysler myself to see what the issue was they assure me that the dealership worded it so that Chrysler did not have to pay! They told me that it was because of how it was wrote up is why they could not pay for the chipping! Again the dealership is telling me that Chrysler denied the claim, but it was not Chrysler it was the dealership! Besides the lady is supposed to be customer service, and all she is doing is giving me the run around for no reason! The vehicle is under a year old! No chip would come up on the side of the vehicle and take some paint off like that! If it was used,then I could see not covering that!
Regards,
*** ***

Customer Comments: We have spoke with the Body Shop and have done business with them for 20+ years and have the greatest reliance that if *** authorized one side to be repaired it would be done so to the highest standards. As for the comment about "on Jeeps that it is the most common spot above the wheels to peel off!" This is not a paint defect, it is a strike and you can see it in the pictures and as such it is not a defect in the paint and is not a condition that is coverable under the manufacturers warranty. We have contacted *** Customer Service and had the phone calls reviewed by Business Center Management and no comment(s) was made by the *** Customer Service representative that "it was because of how it was wrote up is why they could not pay for the chipping!" When submitting a Digital Imaging (DI) claim to *** we send digital pictures and the representative from *** makes a determination of coverage from the pictures. As a Dealer we are held to the standards associated with *** warranty processes, which in the case of paint we simply send digital pictures and the decision to cover is made in Detroit.

I have read the request for additional compensation and am not willing to agree to this request All issues to my knowledge with respect to the matters brought to our attention in the initial complaint have been resolved I am considering this matter closed and will not be responding to further notices It's clear that unless our dealership pays the money requested by the consumer it will not satisfy them My offer for the gas cards still stands through the end of the month *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will accept his current offer
Regards,
*** *** My offer for the gas cards still stands through the end of the month *** ***

The customer brought her Jeep Renegade to our service department on 2/22/with
miles and the complaint was that the check engine light was onWe did pull a Diagnostic Trouble
Shooting Code (DTC)Code was P219A (Air fuel ratio imbalance bank 1)We did have technical
assistance from
Chrysler involved and the case was opened on 2/22/Chrysler had come to the
conclusion that it was an issue with the powertrain control module (PCM)We replaced the PCM,
cleared the codes and test droveReturned vehicle to customer
Customer returned with vehicle and the check engine light was back onOn March we began
diagnosing the vehicle and involved Chrysler once again along with our area tech advisor *** ***We
had swapped injectors #and #2, smoke tested intake and had checked for pinched wiringAll these
tests had come back normalWe were instructed to go and recheck everything and clear the PCM’s
adaptive memoryWe retested system and vehicle was operating as designedThe reason so many
miles were accumulated was due to the fact that we had to test drive to ensure the problem was fixed
The final odometer reading was miles when we were finished
During the final test drive a rock did come up and chip the windshieldWe had it replaced the
next day with a Mopar factory windshield at our expenseWe had the vehicle detailed prior to
customer pick upChrysler is also reimbursing the customer for her 1st vehicle payment for her
inconvenience and we had given her a service contract for free oil changes and tire rotationsWe
did have a customer in a loaner vehicle the entire time her vehicle was in our possessionThe vehicle
was picked up by the customer and we spoke with her earlier today and she indicated that so far so
goodI don’t feel that at this point the requests are supported

We have offered the consumer to bring the vehicle in for us to diagnose.? Again if we determine that the issue was created by us then we will repair at no charge to the consumer.? If not then the repair charge would be on the consumer.? The consumer can bring the vehicle in at any time that is convenient for him.? If we messed something up then we will take care of the issue.? Taking to someone else to look at is not an option?

? ? *** *** had her Jeep Grand Cherokee towed to Urse Dodge of Fairmont on 12/26/17.? The Jeep would not move.? We found transmission fluid leaking at the A/C condenser.? It had no fluid in the transmission.? We had replaced the transmission cooler lines and A/C
condenser.? The customer also had a concern with a noise coming from the driver wheel area.? We could not diagnose that concern until we were able to get the vehicle to move.? ? ? ? ? Once we replaced the transmission cooler line and A/C condenser we had determined that the noise was coming from the drive shaft.? The drive shaft was on back order through ***? and after further searching we located a drive shaft in New Jersey.? *** ***, the Service Advisor had informed the customer that when getting a part from another dealership the customer would be responsible for shipping, which would be $60.? This agreement was made in our parts department.? According to the consumer complaint she thought she was agreeing to the ETA of the part on Friday 1/and not paying for the shipping.? The drive shaft came in from the other dealer and it was replaced on Monday 1/15.? She paid the $for shipping.? ? ? ? ? ? Our technician replaced the cooler lines, AC condenser, and drive shaft.? Unfortunately, the vehicle was towed back in on 1/and our technician diagnosed it as needing a torque convertor.? The torque convertor now whines and will not move.? The torque converter was replaced, test driven and is performing as it is suppose to.? We do apologize for the poor customer service and clear misunderstanding on the the shipping charge.? Because the vehicle had to come back, we refunded *** ***? the shipping money and no second deductible was charged.? The vehicle has been returned to *** *** and feel this issue is resolved.Tell us why here

***? Thanks for bringing this matter to our attention? I am very sorry for the delay on getting this refund check to *** ***? Our Finance Department reached out to *** regarding the refund and they have refunded this to Mrs*** ? We haven't received the check from ***
yet, however, we know the amount of the refund and are cutting them a check ahead of us receiving it? I do apologize for the delay, but it wasn't on our end, rather *** Financial? If you o* *** *** have any questions please let me know? The check was signed Friday the 10th and will be put in the mail today the 13th to *** *** ? I would imagine they will have this within a few days.? Respectfully,*** ***General Manager?

This is the first email I have received on this issue.? Today is 11/30/17.? I will get this over to my service manager as we speak to get us some answers.After researching this issue I believe that my Service Manager and customer have spoken and are in agreement on the solution? It
appears that the complaint was filed and before we received the notice, the agreement was reached? The customer is receiving a new engine and the customer has agreed to pay for the labor? They have also been in a loaner vehicle the time that they have not had their vehicle? Thank You,*** ***

YesMorgantown Fiat took *are of all of my problems so farThey ordered a new ba*k-up *amera for my FiatDale in the servi*e department has been more than
a**omendatingI would like for you to relay that I was more upset with the Fairmont Dealership than the one in MorgantownThe dealership in Fairmont is the department that *harged me for the repla*ement bulbs, (one) the driving light was the wrong bulb and (two) the brake light that blew out right after they repla*ed itThank you for taking *are of this issueI am more than satisfied with the results with Morgantown Fiat.*** ***

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