Karl Klement Ford

Complaint: [redacted] I am rejecting this response because: This does not answer why the owner [redacted] treated me the way he didMy complaint is against the owner [redacted] and his actions Regards, [redacted]

Dear Sir / Ma'am,Please allow this letter to serve as the response of Karl Klement Ford and Karl Klement Chrysler Dodge Ram to the Complaint of Mr [redacted] , [redacted] .In the Complaint received, Mr [redacted] states many fallacies as he recites the details to the matter of this claimFirst being that Mr [redacted] "Customer Service" complaint had no business dealings with Karl Klement Ford, as Mr [redacted] had his vehicle towed in from a dealership in ***, Texas, to Karl Klement Chrysler Dodge jeep Ram, on October 25, 2016.Prior to Mr [redacted] contacting Karl Klement Chrysler Dodge jeep Ram, we received a call from Chrysler Customer Relations Center asking if we would accept a "Hot Case" as the Customer ( [redacted] ) was highly disgruntled with the other dealershipNaturally, Karl Klement Chrysler Dodge jeep Ram is in the business to serve the needs of consumers and with our highly trained staff, we welcomed the opportunity to satisfy yet another customer.Thereafter, Mr [redacted] also called Karl Klement Chrysler Dodge jeep Ram and spoke with the primary Service Writer stating that he would have his vehicle towed in via Chrysler Roadside Assistance for warranty repair and provided details of the failure and indicated that the vehicle was not modified, as it was a 'stock vehicle'At this time, the primary Service Writer informed Mr [redacted] that the diagnostic fee is $124.95, should it not be covered by the powertrain warrantyMr [redacted] agreed and the vehicle was tow in and received mid-day.Upon arrival of Mr [redacted] vehicle, the primary Service Writer informed the Service Manager that the vehicle had significance modificationsThe Service Writer performed the standard trouble code inspection and preliminary write-upAt this time, the primary Service Writer notified Mr [redacted] to inform him that the internal transmission faults were likely and diagnosis would be required by a higher qualified technician.Thereafter, the Karl Klement Chrysler Dodge jeep Ram Service Manager inspected Mr [redacted] vehicle to gather the extent of the modifications and took various pictures of the extensive suspension modifications which includes an ALNERNATED LIFT KIT and OFF-ROAD TIRESAdditionally, the Service Manager took a picture of an attendance/entry sticker which was found on the outside of the windshield, to an "off-road event" known as Rednecks with Paychecks[Photo documentation of the aforementioned is provided herewith.] However, the Karl Klement Chrysler Dodge jeep Ram Service Manager, in an attempt to assist the customer, informed the primary Service Writer that we would indeed pledge our commitment to Chrysler Customer Relations to assist in this "hot case" issue and that although the vehicle was nowhere near what is considered "stock", we would continue to help the customer with determining warranty repairs.At approximately 2:14PM, the primary Service Writer contacted Mr [redacted] to update him of the status and schedule of further diagnosis by a higher qualified technician thus stating it could be the end of the week or the first of the following week before the Technician had completed the current assignment of installing an engine on another customers' vehicle.On Monday, October 31, 2016, the Technician had ruled out obvious electrical problems and pursued internal failure diagnostic step's - which includes contacting Chrysler Technical Assistance regarding transmission diagnosis.On Tuesday, November 1, 2016, Mr [redacted] returned our phone call and the primary Service Writer discussed the need to remove the pan and perform further diagnosis of the transmissionAt this time, Mr [redacted] approved the additional diagnosis of $199.95.However, due to the lift and modifications to Mr [redacted] vehicle, the vehicle had to be moved to a specialty lift to remove the transmission panTherefore, on November 3, 2016, the Technician had completed the diagnosis thus determining internal failure and related modifications to the vehicle, and that such level of modifications were related to the level of internal failureThe Service Manager submitted the warranty claim to Chrysler Corporation and it was denied - as it was determined repairs were not covered under manufacturer warranty as outlined in the Warranty Policy and Procedure Manual — because of modifications done to the vehicle.Subsequent thereto, in performing due diligence as required by Chrysler; the Service Manager contacted the Chrysler Area Service and Parts Representative, as mandated when a warranty repair is declined by a dealershipAdditionally required to Chrysler is 'specific documentation' of the matter which outlines the details of the particular case.On Thursday, November 3, 2016, the primary Service Writer contacted Mr [redacted] to inform him of the repairs needed due to internal failure and that the modifications to the vehicle had an impact on the factory warrantyAt this time, Mr [redacted] became irate and demanded contact information for the Chrysler Customer Relations Center, and such was given to himThereafter, the Chrysler Customer Relations Center contacted the primary Service Writer and they discussed the results of the diagnosis.Shortly thereafter, Mr [redacted] called Karl Klement Chrysler Dodge Jeep Ram and spoke to another Service Writer and was extremely vulgar as he screamed his profanitiesMr [redacted] stated that he was coming to get his vehicle and that the (secondary) Service Writer better have it ready to be towed awayAfter continued vulgarities from Mr [redacted] , the (secondary) Service Writer placed the call on hold and transferred it to the Service Manager.The Service Manager took the call and spoke with the customerMr [redacted] again expressed his displeasure and advised he was planning to tow the vehicle out of the shopThe Service Manager took the opportunity to politely discuss the reason his vehicle repairs were not able to be completed under the manufacturer's warranty and further discussed the modifications to the vehicle and how they are detached from anything a manufacturer could consider acceptableAdditionally, the Service Manager explained the diagnosis process and the attempt to find failure that would not be related to modifications, such as an electrical issue.Further, the Service Manager discussed the requirements the dealership has to notify Chrysler Corporation when a dealership declines warranty, also when customer declines repairs, and the impact it would cause on vehicle warrantyMr [redacted] expressly advised that he was going to have the vehicle towed to another dealership.The Service Manager advised Mr [redacted] that his Service Writer and Service Technician were out to lunch from 11:- 12:00PM and when they returned he could have them reassemble the vehicle and complete Customer's billing for diagnosisAt this time, Mr [redacted] told the Service Manager that he was not going to pay for diagnosis, and that he could take it up with Chrysler's warranty.The Service Manager politely informed the customer that he was in-fact responsible for diagnosis charges since it was not a warranty repair matter and reminded him that the primary Service Writer obtained his diagnosis approvalAt this time, Mr [redacted] told the Service Manager that he needed to stop talking and get his truck ready to be towedMr [redacted] was contacted subsequent to having the vehicle put back together and ready for tow.Thereafter, Chrysler Representatives were in contact with the General Manager and Service Manager of Karl Klement Chrysler Dodge Jeep Ram to discuss the diagnostics performed prior to the vehicle being towed to the third dealershipSubsequent thereto the Chrysler District Representative explained that he personally inspected the truck and had turned down warranty and placed a restriction on it which would consequently prevent another dealership exhausting their time and resources.To recap, Mr [redacted] had his vehicle towed in from a dealership in Bowie, Texas, to Karl Klement Chrysler Dodge Jeep Ram for repairs he wanted made under warrantyKarl Klement Chrysler Dodge Jecp Ram submitted the warranty request to Chrysler Corporation and Chrysler Corporation denied the warranty claim - due to the significant modifications to the vehicle(Photos enclosed)Mr [redacted] then became upset and had his vehicle towed to a third dealership as he is in in sought of repairs to be done at no cost to himHowever, the modifications he has done to his vehicle hinder him from that accomplishmentKarl Klement Chrysler Dodge Jeep Ram followed all rules, policies and procedures in accordance with Chrysler Corporation.In conclusion, Mr [redacted] desired settlement of $is denied and Karl Klement Chrysler Dodge Jeep Ram believes that the Complaint filed by Mr [redacted] is without merit and lacks validityFurther, Karl Klement Chrysler Dodge Jeep Ram performed its due diligence to Mr [redacted] as well as to ChryslerHowever, the outcome was not what Mr [redacted] desired and thus prompted this malevolent complaint.Should you have any questions, you are welcome to contact me at 940-627-6362.Yours truly, [redacted] ***, Business ManagerKARL KLEMENT CHRYSLER DODGE JEEP RAM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because: This does not answer why the owner [redacted] treated me the way he did. My complaint is against the owner [redacted] and his actions.
Regards,
[redacted]

Dear Sir / Ma'am,Please allow this letter to serve as the response of Karl Klement Ford and Karl Klement Chrysler Dodge Ram to the Complaint of Mr. [redacted], [redacted].In the Complaint received, Mr. [redacted] states many fallacies as he recites the details to the matter of this claim. First...

being that Mr. [redacted] "Customer Service" complaint had no business dealings with Karl Klement Ford, as Mr. [redacted] had his vehicle towed in from a dealership in [redacted], Texas, to Karl Klement Chrysler Dodge jeep Ram, on October 25, 2016.Prior to Mr. [redacted] contacting Karl Klement Chrysler Dodge jeep Ram, we received a call from Chrysler Customer Relations Center asking if we would accept a "Hot Case" as the Customer ([redacted]) was highly disgruntled with the other dealership. Naturally, Karl Klement Chrysler Dodge jeep Ram is in the business to serve the needs of consumers and with our highly trained staff, we welcomed the opportunity to satisfy yet another customer.Thereafter, Mr. [redacted] also called Karl Klement Chrysler Dodge jeep Ram and spoke with the primary Service Writer stating that he would have his vehicle towed in via Chrysler Roadside Assistance for warranty repair and provided details of the failure and indicated that the vehicle was not modified, as it was a 'stock vehicle'. At this time, the primary Service Writer informed Mr. [redacted] that the diagnostic fee is $124.95, should it not be covered by the powertrain warranty. Mr. [redacted] agreed and the vehicle was tow in and received mid-day.Upon arrival of Mr. [redacted] vehicle, the primary Service Writer informed the Service Manager that the vehicle had significance modifications. The Service Writer performed the standard trouble code inspection and preliminary write-up. At this time, the primary Service Writer notified Mr. [redacted] to inform him that the internal transmission faults were likely and diagnosis would be required by a higher qualified technician.Thereafter, the Karl Klement Chrysler Dodge jeep Ram Service Manager inspected Mr. [redacted] vehicle to gather the extent of the modifications and took various pictures of the extensive suspension modifications which includes an ALNERNATED LIFT KIT and 37 OFF-ROAD TIRES. Additionally, the Service Manager took a picture of an attendance/entry sticker which was found on the outside of the windshield, to an "off-road event" known as Rednecks with Paychecks. [Photo documentation of the aforementioned is provided herewith.] However, the Karl Klement Chrysler Dodge jeep Ram Service Manager, in an attempt to assist the customer, informed the primary Service Writer that we would indeed pledge our commitment to Chrysler Customer Relations to assist in this "hot case" issue and that although the vehicle was nowhere near what is considered "stock", we would continue to help the customer with determining warranty repairs.At approximately 2:14PM, the primary Service Writer contacted Mr. [redacted] to update him of the status and schedule of further diagnosis by a higher qualified technician thus stating it could be the end of the week or the first of the following week before the Technician had completed the current assignment of installing an engine on another customers' vehicle.On Monday, October 31, 2016, the Technician had ruled out obvious electrical problems and pursued internal failure diagnostic step's - which includes contacting Chrysler Technical Assistance regarding transmission diagnosis.On Tuesday, November 1, 2016, Mr. [redacted] returned our phone call and the primary Service Writer discussed the need to remove the pan and perform further diagnosis of the transmission. At this time, Mr. [redacted] approved the additional diagnosis of $199.95.However, due to the lift and modifications to Mr. [redacted] vehicle, the vehicle had to be moved to a specialty lift to remove the transmission pan. Therefore, on November 3, 2016, the Technician had completed the diagnosis thus determining internal failure and related modifications to the vehicle, and that such level of modifications were related to the level of internal failure. The Service Manager submitted the warranty claim to Chrysler Corporation and it was denied - as it was determined repairs were not covered under manufacturer warranty as outlined in the Warranty Policy and Procedure Manual — because of modifications done to the vehicle.Subsequent thereto, in performing due diligence as required by Chrysler; the Service Manager contacted the Chrysler Area Service and Parts Representative, as mandated when a warranty repair is declined by a dealership. Additionally required to Chrysler is 'specific documentation' of the matter which outlines the details of the particular case.On Thursday, November 3, 2016, the primary Service Writer contacted Mr. [redacted] to inform him of the repairs needed due to internal failure and that the modifications to the vehicle had an impact on the factory warranty. At this time, Mr. [redacted] became irate and demanded contact information for the Chrysler Customer Relations Center, and such was given to him. Thereafter, the Chrysler Customer Relations Center contacted the primary Service Writer and they discussed the results of the diagnosis.Shortly thereafter, Mr. [redacted] called Karl Klement Chrysler Dodge Jeep Ram and spoke to another Service Writer and was extremely vulgar as he screamed his profanities. Mr. [redacted] stated that he was coming to get his vehicle and that the (secondary) Service Writer better have it ready to be towed away. After continued vulgarities from Mr. [redacted], the (secondary) Service Writer placed the call on hold and transferred it to the Service Manager.The Service Manager took the call and spoke with the customer. Mr. [redacted] again expressed his displeasure and advised he was planning to tow the vehicle out of the shop. The Service Manager took the opportunity to politely discuss the reason his vehicle repairs were not able to be completed under the manufacturer's warranty and further discussed the modifications to the vehicle and how they are detached from anything a manufacturer could consider acceptable. Additionally, the Service Manager explained the diagnosis process and the attempt to find failure that would not be related to modifications, such as an electrical issue.Further, the Service Manager discussed the requirements the dealership has to notify Chrysler Corporation when a dealership declines warranty, also when customer declines repairs, and the impact it would cause on vehicle warranty. Mr. [redacted] expressly advised that he was going to have the vehicle towed to another dealership.The Service Manager advised Mr. [redacted] that his Service Writer and Service Technician were out to lunch from 11:00 - 12:00PM and when they returned he could have them reassemble the vehicle and complete Customer's billing for diagnosis. At this time, Mr. [redacted] told the Service Manager that he was not going to pay for diagnosis, and that he could take it up with Chrysler's warranty.The Service Manager politely informed the customer that he was in-fact responsible for diagnosis charges since it was not a warranty repair matter and reminded him that the primary Service Writer obtained his diagnosis approval. At this time, Mr. [redacted] told the Service Manager that he needed to stop talking and get his truck ready to be towed. Mr. [redacted] was contacted subsequent to having the vehicle put back together and ready for tow.Thereafter, Chrysler Representatives were in contact with the General Manager and Service Manager of Karl Klement Chrysler Dodge Jeep Ram to discuss the diagnostics performed prior to the vehicle being towed to the third dealership. Subsequent thereto the Chrysler District Representative explained that he personally inspected the truck and had turned down warranty and placed a restriction on it which would consequently prevent another dealership exhausting their time and resources.To recap, Mr. [redacted] had his vehicle towed in from a dealership in Bowie, Texas, to Karl Klement Chrysler Dodge Jeep Ram for repairs he wanted made under warranty. Karl Klement Chrysler Dodge Jecp Ram submitted the warranty request to Chrysler Corporation and Chrysler Corporation denied the warranty claim - due to the significant modifications to the vehicle. (Photos enclosed). Mr. [redacted] then became upset and had his vehicle towed to a third dealership as he is in in sought of repairs to be done at no cost to him. However, the modifications he has done to his vehicle hinder him from that accomplishment. Karl Klement Chrysler Dodge Jeep Ram followed all rules, policies and procedures in accordance with Chrysler Corporation.In conclusion, Mr. [redacted] desired settlement of $212.00 is denied and Karl Klement Chrysler Dodge Jeep Ram believes that the Complaint filed by Mr. [redacted] is without merit and lacks validity. Further, Karl Klement Chrysler Dodge Jeep Ram performed its due diligence to Mr. [redacted] as well as to Chrysler. However, the outcome was not what Mr. [redacted] desired and thus prompted this malevolent complaint.Should you have any questions, you are welcome to contact me at 940-627-6362.Yours truly,[redacted], Business ManagerKARL KLEMENT CHRYSLER DODGE JEEP RAM