John E Martin DDS

We have spoken to [redacted] on several occasions His vehicle was in for a cyliinder head repair and there was a very small dent in his windshield cowl from the large bumper jack that is mounted to his hood The clearance between his cowl and hood bumper jack when the hood is in the open position is less than 1/16th of an inch The jack probably contacts that hood virtually every time the hood is opened because the clearance is so close The vehicle has been repaired at other facilities in the past and has only been to our dealership once As a gesture of goodwill I agreed to repair the cowl The cowl was repaired and looks phenomenal The vehicle is used heavily off road as evidenced by extreme scratches (Arizona pinstriping) and dents throughout the body of the vehicle It is my opinion that we have gone above and beyond to repair a very small dent on an area of the vehicle that is prone to denting when the hood is opened I have further offered [redacted] a second look at the repair that was performed, as he mentioned he was unhappy with the paint blending He did not mention that the repair of the dent was unacceptable I again have spoken to him on numerous occasions I have personally inspected the repair and the windshield cowl looks great, but would still be willing to take another look at the paint work on the affected area Sincerely, [redacted] Service Director Moore Auto Group [redacted]

Dear Ms [redacted] :In response to [redacted] complaint # [redacted] concerning the purchase of her [redacted] , we are sorry for any miscommunication [redacted] experienced during her purchase.We sold the [redacted] at the advertised price, $36, *** [redacted] did purchase AfterMarket products and they were fully disclosed on the Purchase Order, Installment Contract and on the F&I Menu(see attached)No damage was noted at the time of delivery but after driving miles back to Lake [redacted] she reported the damage to the cowling Because it was not noted at time of delivery, we can onl y Goodwill $to $for the cowling to be repaired by a Paintless Dent Removal company.If you have any questions or concerns please contact me at my e-mail: [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 I still don't see where they sold the [redacted] for the advertised price, only option we purchased was the extended warranty, which I have canceledIf you look at line Itemization of amount financed they start with $37,834, I don't see how they came up with that number?They also didn't address the lower price of my trade? I will take the $ Paintless dent removal, by the way it was late at night when we took delivery and they admitted that their guy dented it Regards, [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 I would like to point out a few of the blatant lies provided by [redacted] in his response, # I have spoken to him once not several times and he proceeded to tell me he wasn't going to repair the damage they caused any further #The jack mounted to the hood has over an inch of clearance when the hood is opened, contrary to his statement of "less than a 1/16th" (see photo) #There are light scratches but not a single dent on my [redacted] until they damaged it (I have included photos of all sides) # It has been worked on at other dealerships and amazingly never returned damaged until they worked on it # I have complained about the repair, I wanted it replaced in the first place because I wanted my [redacted] to be returned to me in the same shape I gave it to them but instead they would rather cut corners and repair it in such a way I can still see the dent and the paint doesn't match Not to mention the entire windshield and the rest of the cowl and hood are now covered in overspray At this point I would rather them not even touch it but pay to have it replaced and painted properly by someone else because I have experienced nothing but incompetence and lack of respect for me and my vehicle Never have I experienced such poor customer service and disrespect by anyone and for that reason they have lost a customer in me and anyone else I know The Moore Automotive Group should be embarrassed to employ such peopleThe bottom line is my vehicle should never come back to me in worse condition than when it went in, and I understand things happen but when they do, take responsibility and fix it properly instead of lying and blaming the customer If they don't want to fix this issue then it will be forwarded to [redacted] and then to my attorney's office 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 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,
[redacted]

M[redacted] Chrysler Jeep will be contacting Ms. [redacted] concerning her complaint.  This is a factory issue and we will set an appointment for Ms. [redacted] and Fiat Chrysler Jeep Rep to meet with her concerning the issues she has with her Chrysler 300. Thank youMatt M[redacted]Owner

We are responding to Mr. [redacted] complaint #[redacted] concerning his extended warranty and gap insurance.  On November 11, 2016 we sent Bank of the West a check in the amount of $2,819.63 for Mr. [redacted] cancelled Gap and Extended warranty to apply to his account.  We were informed by...

Bank of the West that Mr. [redacted] had paid off his car loan as of October 30th, 2016 and they would be mailing the check back to us.  On November 22, 2016 we reissued a check in the amount of $2,819.63 to Mr. [redacted] and mailed.We are sorry for any inconvenience this has caused Mr. [redacted] and hope that this has satisfied his complaint. Sincerely,Matt M[redacted]Owner

To Whom It May Concern:    [redacted] has an appointment for Moore Chrysler Jeep to look at his Jeep Cherokee on Tuesday, August 18, 2015 at 9:30 am.  We will be checking his vehicle's a/c system at no charge.  We will also provide [redacted] a $400 in dealership store...

credit for any inconvenience he may have had due to this issue.Sincerely[redacted]Owner?

We have spoken to [redacted] on several occasions.  His vehicle was in for a cyliinder head repair and there was a very small dent in his windshield cowl from the large bumper jack that is mounted to his hood.  The clearance between his cowl and hood bumper jack when the hood...

is in the open position is less than 1/16th of an inch.  The jack probably contacts that hood virtually every time the hood is opened because the clearance is so close.  The vehicle has been repaired at other facilities in the past and has only been to our dealership once.
As a gesture of goodwill I agreed to repair the cowl.  The cowl was repaired and looks phenomenal.  The vehicle is used heavily off road as evidenced by extreme scratches (Arizona pinstriping) and dents throughout the body of the vehicle.  It is my opinion that we have gone above and beyond to repair a very small dent on an area of the vehicle that is prone to denting when the hood is opened.
  I have further offered [redacted] a second look at the repair that was performed, as he mentioned he was unhappy with the paint blending.  He did not mention that the repair of the dent was unacceptable.  I again have spoken to him on numerous occasions.  I have personally inspected the repair and the windshield cowl looks great, but would still be willing to take another look at the paint work on the affected area.
  Sincerely,
  [redacted]
  Service Director
  Moore Auto Group
  [redacted]

September 15, 2015  Revdex.com[redacted]
 
                [redacted] In response to [redacted] complaint ID #[redacted]...

dated September 1, 2015, by Ms. [redacted] own admission, it was agreed she would owe the $1,000 down payment and her payment would be $501.50.  The loan was approved with only $1,000 down and being that the contract and lien holder information must be processed within 30 days, which Moore Chrysler Jeep did so.   That being said Ms. [redacted] owes Moore Chrysler Jeep the $1,000 down per her contract with the lender.Please contact us within 5 business day and we would be happy to help make arrangements for her to pay the $1,000 down payment.We apologize for the inconvenience and truly empathize with her concerning her mother, but we clearly explained to Ms. [redacted] that she was responsible for the $1,000 down payment.  If you have any questions or concerns please contact me at my e-mail: [redacted]
 
                                        ...⇄ [redacted]
                                        ...⇄
                                        ...⇄ [redacted]
                                        ...⇄ [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

As I mentioned...

previously, when I initially was made aware by M[redacted]'s service advisor, Travis, that the issues (keep in mind I found more issues upon taking it to an auto body/paint shop) were not factory caused, as PER CHRYSLER and they would not warranty the repairs needed. I was then reassured that M[redacted] Chrysler would take care of my car and make my car "new" again and value my happiness and loyalty. Which clearly is NOT the case. There is also some deep scratches in the driver quarter panel from the service departments neglect when trying to scratch off something that was on the car during a wash. I was told this too would be remedied. It hasn't been.After being told Matt would be calling me, for almost 2 months now, I have stopped waiting for that call. I was advised by Troy to contact Chrysler and see if I can open a claim to see if maybe they would help me out. I did just that and the next day I received a call from them stating that once again, the issues is not related to the factory and isn't covered. I was beyond irate. She told me to take it up with the dealership or I can pay for the repairs myself.  NO!!! I am NOT paying for the repairs myself. I didn't create the issues and I expect a brand new car when I purchased a car with 75 miles on it. So either I get a new car with 75 miles or I want the paint quotes I submitted to be paid and I will handle the issues. I am not allowing no other body shop to handle my car as everytime it is in the care of M[redacted] Chrysler something always happens. The cost is not much compared to all the business I have done there and cars purchased. But clearly that doesn't matter to anyone.

Tell us why here...[redacted] finance director, spoke with the [redacted] on January 23, 2015 concerning the finance questions that the [redacted] wanted us to answer.  [redacted] e-mailed a copy of the PO, disclosure, and menu to the [redacted] on January 23 and then again on January 28.  As of this date, we have not heard back from the [redacted] concerning this complaint.Sincerely[redacted]Owner 'Moore Chrysler [redacted] [redacted]

Mr. [redacted] will be coming into the dealership tomorrow, July 29 and we will do a complete new vehicle delivery with him.  We will be explaining the voice activation to Mr. [redacted] at that time.Thanks you[redacted]OwnerMoore Chrysler Jeep/Subaru

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.
Regards,
[redacted] I am being asked to pay to have a vehicle that does not run towed at my expense to allow moore service to see what the propblem is and then let me know how much they will charge me to fix. I sent documents showing oil changes and other repair work and outlined the times it was on the rack at moore service and told no major leaks and then taken to another shop to be told it has major leaks. We have been talking to Chrysler Corp also and it seems that they are just answering with a scripted response. The question we asked was for Chrysler Corp to allow Moore to tow the van in and verify the engine is blown. I already have it sitting at my personal mechanic and he told me it needs a new engine. I know the cost of this is why no company wants to take the lead and will fight the customer and blame it all on them to avoid the expense. We have asked to be given documentation stating the facts behind what must be done by the owner in order to maintain a working warranty. Chrysler Corp refused to send us any information about the warranty. We have questions that could be answered, but are not getting any. Is doing an oil change on your own void a warranty? What is the exact mileage between oil changes that voids a warranty? We asked to get a response that states these answers and have yet to get that information. We are still requesting this information and a free tow which is under the warranty.

July 6, 2015 Revdex.comRE:  #[redacted]Dear Madam:We are responding to the above complaint #[redacted] from [redacted], concerning his service issue. Moore Chrysler Jeep does not set the maintenance requirement for the Power Train Warranty provided by [redacted], LLC.  Moore Chrysler Jeep repairs vehicles that meet the requirements of the warranty; we are reimbursed by [redacted] for the cost of the repair.  [redacted] requires documentations of engine oil changes every 4,000 miles.  If this documentation is not provided [redacted] considers the engine failures are due to abuse and abuse is not covered under the terms of the warranty.  (See Exhibit ‘A’) Moore Chrysler Jeep was provided records from Mr. [redacted], however they were not provided from 0 miles to 87,000 miles.  There is also a gap from 87,000- 96,000 miles.  No records from 96,000 miles and beyond.  Without the records [redacted] cannot be assured that the vehicle was properly maintained, as a result the Area Manger for [redacted] is not offering the customer assistance for this repair.  Based on the conversation between Mr. [redacted] and [redacted] on April 29, 2015, Mr. [redacted] understands that he is required to provide the necessary documentation under the warranty.If you have any questions or concerns please contact me at ###-###-#### or by e-mail:  [redacted]@mooreauto.com.  Sincerely,[redacted] GMEnc

Steve L[redacted], Finance Director, has been in contact with Ms. [redacted] and explained that the forms were not completely fill out and that he will e-mail them to her, which he did.  Ms. [redacted] said she would fill out the forms and return to Steve.  We received the forms yesterday and a...

check for the tax difference of $118.61 was issued and sent to Ms. [redacted].We hope that this satisfies all Ms. [redacted] concerns. Sincerely,Steve L[redacted]Finance Director

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.
I still don't see where they sold the [redacted] for the advertised price, only option we purchased was the extended warranty, which I have canceled. If you look at line 1 Itemization of amount financed they start with $37,834, I don't see how they came up with that number?They also didn't address the lower price of my trade? I will take the $ 75.00  Paintless dent removal, by the way it was late at night when we took delivery and they admitted that their guy dented it.
Regards,
[redacted]

We are responding to [redacted] complaint dated 3/7/2016, Complaint Number [redacted].  Our finance director, Steve L[redacted]i spoke with Ms. [redacted] on 3/11/16 concerning her extended warranty on her sold Jeep Liberty purchased on January 15, 2011.  The result is that Moore...

Chrysler Jeep has cancelled her extended warranty and backdated the cancellation to 2/23/16.  Ms. [redacted] is satisfied with this outcome.
Sincerely,
Steve L[redacted]i
Finance Director
Moore Chrysler Jeep

To whom it may concern:
    Ms. [redacted] vehicle was at Moore Chrysler Jeep's service department on December 12, 2015.  We did an oil change, but the vehicle was not washed since it was raining that day.  Ms. [redacted] took her vehicle, but returned shortly after...

leaving claiming we had cracked her left front window.  The crack is in an area that the right light and right angle are required to even notice it exists.  There were no signs of impact to the window.  We have also been contacted by [redacted] [redacted], as she opened an insurance claim to repair the window on her vehicle.
    The trim piece she feels is damaged is a an overlap point and is positioned normally for her vehicle.  Moore Chrysler Jeep would be willing to photograph the affected area and submit the claim to Jeep for possible warranty coverage. 
     If you have any questions or concerns, please contact us.
 Thank you
Matt M[redacted]
Moore Chrysler Jeep