K Mart

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.?

Both Farrish and [redacted] are working with Mr [redacted] to either repair his vehicle or work out an exchangeMr [redacted] has an appointment with Farrish [redacted] this Thursday to drive a new? [redacted] Ultimately [redacted] of America will be responsible for making the decision to exchange Mr ***'s vehicleMr [redacted] is aware of this, and is the one who informed me of his appointment this ThursdayPlease let me know if you have any questions or concerns.Ralph P [redacted] General Manager? ? ? ? ?

From:? Ralph P [redacted] < [redacted] @farrishcars.com>Date: Mon, Mar 14, at 2:PMSubject: Complaint # [redacted] To: [redacted] @myRevdex.com.org [redacted] ,? Farrish of Fairfax will stand by the initial “Good Will” offer of $The components that [redacted] is asking to be repaired, or paid for repair, are not covered components of her WarrantyThe repairs made by Farrish, at [redacted] ***’s? request were done as “Good Will” and not part of her Warranty.? Please let me know if you have any questionsI appreciate your time in this matter.? Sincerely,Ralph P [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Ralph [redacted] P [redacted] ? Ralph *P [redacted] General Manager? Direct:? ###-###-####Fax:? ? ? ? ? ? ###-###-####? ? Chrysler Dodge Jeep Ram ?" Fairfax Blvd., Fairfax, Virgina? 22031Subaru ?" Fairfax Blvd., Fairfax, Virginia?

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

[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] ,? I apologize that [redacted] ***'s refund for the part she did not receive from, Farrish [redacted] , has not been handled properly by our teamI have issued a check in the amount of $300, and it will be mailed out todayA copy of the check is attachedI have also included a $ [redacted] Gift Card for the inconvenience that this a caused [redacted] ***If you have any further questions please let me know.Regards,Ralph P [redacted] General Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I read Peters Roofing reply and I do not accept it They state, "In reference to free estimates on my Website, it would be if we were doing an actual roof repair or roof replacement." So their definition of a "free estimate" is only if they are hired to do the work?? That doesn't make sense You obtain "free estimates" in order to decide which contractor you want to do the work I still stand by my request to have my $refunded as they advertise "free estimates." Thank you

[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: ***
I am rejecting this response because *** needs to resolve the matter in the form of a refund
Regards,
*** ***

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 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, *** Sales Manager, that *** 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 *** *** 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***

Thank you for the opportunity to respond Here are the facts: On 7/14/we performed safety recall *** ( Occupant restraint module) and complimentary Pt vehicle inspectionCustomer’s vehicle VIN#*** 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

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

Both Farrish and *** are working with Mr*** to either repair his vehicle or work out an exchangeMr*** has an appointment with Farrish *** this Thursday to drive a new *** ***Ultimately *** of America will be responsible for making the decision to exchange Mr
***'s vehicleMr*** is aware of this, and is the one who informed me of his appointment this ThursdayPlease let me know if you have any questions or concerns.Ralph P***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: ***
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,
*** ***

I contacted *** *** 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 *** *** 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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.]
Please contact me or provide contact information so paperwork can be provided to youThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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

*** *** 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

*** *** gave us an additional opportunity to address her concerns. This is highly unusual to have repeat problems at our dealership or with a Jeep but when it does we typically involved FCA (Chrysler Dodge Jeep Ram) with the subsequent repair. We believe we have it fixed at this point
because we replaced the body control module (BCM). We have kept FCA involved throughout the process. *** *** and our Service Manager, Mark J***, spoke and agreed that if this concern were to resurface we would do everything in our power to assist with a replacement vehicle with FCA. Keep in mind that it is not Farrish of Fairfax, Inc.'s warranty on the vehicle and the ultimate decision will be FCA's. *** *** has been very patient and nice to work with and we would like nothing more than to get this matter taken care of for her. For what it's worth, we have truly made every effort to help her to date but have to follow the FCA guidelines on what to replace at each step. In other words, FCA like all manufacturers will only pay for tested components/parts that fail and can be verified that they have failed. There are some instances when a part is not working as designed but tests as though it is working properly which causes situations like this. They are very difficult to solve. Mark J*** has left *** *** a voice mail message to make sure the vehicle continues to operate properly but to date hasn't heard back. This message was left today so we don't expect to hear back from her for a day or two. At this point *** *** has stated to Mark J*** that she would prefer to keep this vehicle provided it is working as it should. Seems reasonable to me. Thank you. Kevin F*