Lake Woods Chrysler Dodge Jeep Ram

Please refer to the attached document which is my response to complaint id [redacted] .I am the contact for this complaint, not Phil *** My contact information is included in my response.Thank youBarry ***b@lakewoodschrysler.com###-###-#### Text of business response reads as follows: "Subject: re: response to Claim ID [redacted] I am responding to Claim ID [redacted] on behalf of Lake Woods Chrysler Dodge Jeep RamI received your request for response on 11/01/[redacted] did bring the Jeep Liberty to our dealership for serviceIt was determined the engine required replacementShe was given multiple options including one with the option to include all labor warranty costsThe vehicle was initially brought to us for the initial diagnosis on 8/21/She decided to move forward with the engine replacement on 9/15/The option she chose for replacement of the engine did not have a labor warranty included in itShe still chose to move ahead with the replacement with the warranty covering only the engine itselfThe vehicle left here on 9/28/with no issues related to the engine replacement[redacted] did bring the vehicle back with an oil leak after the engine replacement on 2/26/We put dye into the engine to determine where the leak was coming from on 2/26/as per instructions by the engine vendor [redacted] was informed the vehicle needed to be driven miles with the dye in place so it could be determined where the leak was coming fromShe was instructed to return it at or about the mile mark [redacted] brought it back on 6/30/after driving it miles to have it re-inspectedPhotos were taken and sent to the vendorThe vendor determined it was a bad engineThe vendor shipped a replacement engine to Lake Woods Chrysler Dodge Jeep Ram[redacted] made reference to issues with the intake manifold, injector o-ring, map sensor, breather hoses and stripped bolt hole in torque converter before the engine was replaced by Cn Rapids ChryslerThe Jeep would not have been drivable if this were the caseThe check engine light would have been on and the transmission would not have been shifting when it left on all visits (9/28/15, 2/26/16, & 6/30/16) Our technician who performed this engine replacement is a Chrysler certified 'A' technician with plus year's experienceIf her assertion were true, the engine vendor would have found that the engine was bad due to an implosion, which they did not.We had numerous conversations with our vendor in order to assist [redacted] The vendor did agree to reimburse / cover $per hour of labor for the replacement engineAs [redacted] stated, we offered to reduce our labor rate to $for the balance of the install [redacted] told us she would be taking the vehicle to Cn Rapids Chrysler as they were friends with the manager there and they were not going to charge her anything above the $per hour labor the vendor was willing to payIn actuality, Cn Rapids Chrysler charged her $This was not only more than the $we quoted, but not free as she had told usThe engine vendor did reimburse Cn Rapids Chrysler their portion of the labor that we had negotiated for her even though it was not covered by the warranty[redacted] made reference to her Air ConditioningPart of the process for taking out an engine is to remove FreonThe machine which we use to remove Freon did not register any Freon in her system when we went to remove it [redacted] was told this and did not believe usMy service advisor Chris offered to refill the Freon for her for free when we would replace the engine again, However, she decided to have Cn Rapids Chrysler handle the replacement [redacted] told me during a telephone conversation that Cn Rapids Chrysler took the second replacement engine out and put it back in for some unknown reasonThis leads me to believe Cn Rapids Chrysler may have stripped one of the bolt holes for the torque converter along with the other issues [redacted] claims were caused by Lake Woods Chrysler Dodge Jeep RamAgain, these issues were not present when Lake Woods replaced the original engine [redacted] did not want to expound on that topic when I questioned her on it[redacted] states in her complaint that she 'found out' that there was nothing wrong with the original engine replacementShe further states it was installed and diagnosed incorrectlyShe has no basis for this statement as the replacement engine was leaking oil which was shown by the pictures provided to the engine vendorIt was not installed and diagnosed incorrectly.We ere not contacted by Cn Rapids Chrysler prior to and / or during the work they performedWe did however alert them the engine vendor authorizing the second replacement engine would be shipping it to their dealership from Lake Woods Chrysler Dodge Jeep Ram where it had previously been shippedI did speak with Todd from Cn Rapids Chrysler after the work was completed [redacted] then came to Lake Woods seeking reimbursement dollars for work performed by Cn Rapids ChryslerThe only comments from Todd during my conversation with him was that the entire encounter was a trying customer interactionTodd made no reference to substandard workmanship in our conversationThere is also no reference in any of the Cn Rapids Chrysler repair order documents that any issues were related to substandard work performed by Lake Woods Chrysler.Lake Woods Chrysler went to extraordinary measures to try & make [redacted] a satisfied customerWe were able to get the engine vendor to warranty the labor for the 2nd replacementWe offered to perform the balance of the work at a lower discounted price than Cn Rapids Chrysler charged herWe offered to replace the Freon that was missing at no charge if we performed the 2nd replacementThese were significant concessions to try & make her a satisfied customerIt is for all of the reasons outlined above that Lake Woods Chrysler Dodge Jeep Ram ACCEPTS NO RESPONSIBILITY for Claim ID [redacted] as submitted by [redacted] ***Lake Woods Chrysler Dodge Jeep Ram REJECTS [redacted] 's request for $in reimbursement.Should you have any additional questions and / or concerns, please feel free to contact meRespectfully,Barry ***Lake Woods Chrysler Dodge Jeep Ram [redacted] Grand Rapids, MN 55744###-###-####b@lakewoodschrysler.com"

Please refer to the attached document which is my response to complaint id [redacted].I am the contact for this complaint, not Phil [redacted].  My contact information is included in my response.Thank you. Barry [redacted]@lakewoodschrysler.com###-###-#### Text of business response reads as...

follows: "Subject: re: response to Claim ID [redacted] I am responding to Claim ID [redacted] on behalf of Lake Woods Chrysler Dodge Jeep Ram. I received your request for response on 11/01/16.[redacted] did bring the 2003 Jeep Liberty to our dealership for service. It was determined the engine required replacement. She was given multiple options including one with the option to include all labor warranty costs. The vehicle was initially brought to us for the initial diagnosis on 8/21/15. She decided to move forward with the engine replacement on 9/15/15. The option she chose for replacement of the engine did not have a labor warranty included in it. She still chose to move ahead with the replacement with the warranty covering only the engine itself. The vehicle left here on 9/28/15 with no issues related to the engine replacement.[redacted] did bring the vehicle back with an oil leak after the engine replacement on 2/26/16. We put dye into the engine to determine where the leak was coming from on 2/26/16 as per instructions by the engine vendor. [redacted] was informed the vehicle needed to be driven 1000 miles with the dye in place so it could be determined where the leak was coming from. She was instructed to return it at or about the 1000 mile mark. [redacted] brought it back on 6/30/16 after driving it 1910 miles to have it re-inspected. Photos were taken and sent to the vendor. The vendor determined it was a bad engine. The vendor shipped a replacement engine to Lake Woods Chrysler Dodge Jeep Ram.[redacted] made reference to issues with the intake manifold, injector o-ring, map sensor, breather hoses and stripped bolt hole in torque converter before the engine was replaced by Cn Rapids Chrysler. The Jeep would not have been drivable if this were the case. The check engine light would have been on and the transmission would not have been shifting when it left on all 3 visits (9/28/15, 2/26/16, & 6/30/16) Our technician who performed this engine replacement is a Chrysler certified 'A' technician with 30 plus year's experience. If her assertion were true, the engine vendor would have found that the engine was bad due to an implosion, which they did not.We had numerous conversations with our vendor in order to assist [redacted]. The vendor did agree to reimburse / cover $50 per hour of labor for the replacement engine. As [redacted] stated, we offered to reduce our labor rate to $1000 for the balance of the install. [redacted] told us she would be taking the vehicle to Cn Rapids Chrysler as they were friends with the manager there and they were not going to charge her anything above the $50 per hour labor the vendor was willing to pay. In actuality, Cn Rapids Chrysler charged her $1343. This was not only more than the $1000 we quoted, but not free as she had told us. The engine vendor did reimburse Cn Rapids Chrysler their portion of the labor that we had negotiated for her even though it was not covered by the warranty.[redacted] made reference to her Air Conditioning. Part of the process for taking out an engine is to remove Freon. The machine which we use to remove Freon did not register any Freon in her system when we went to remove it. [redacted] was told this and did not believe us. My service advisor Chris offered to refill the Freon for her for free when we would replace the engine again, However, she decided to have Cn Rapids Chrysler handle the replacement. [redacted] told me during a telephone conversation that Cn Rapids Chrysler took the second replacement engine out and put it back in for some unknown reason. This leads me to believe Cn Rapids Chrysler may have stripped one of the bolt holes for the torque converter along with the other issues [redacted] claims were caused by Lake Woods Chrysler Dodge Jeep Ram. Again, these issues were not present when Lake Woods replaced the original engine. [redacted] did not want to expound on that topic when I questioned her on it.[redacted] states in her complaint that she 'found out' that there was nothing wrong with the original engine replacement. She further states it was installed and diagnosed incorrectly. She has no basis for this statement as the replacement engine was leaking oil which was shown by the pictures provided to the engine vendor. It was not installed and diagnosed incorrectly.We ere not contacted by Cn Rapids Chrysler prior to and / or during the work they performed. We did however alert them the engine vendor authorizing the second replacement engine would be shipping it to their dealership from Lake Woods Chrysler Dodge Jeep Ram where it had previously been shipped. I did speak with Todd from Cn Rapids Chrysler after the work was completed. [redacted] then came to Lake Woods seeking reimbursement dollars for work performed by Cn Rapids Chrysler. The only comments from Todd during my conversation with him was that the entire encounter was a trying customer interaction. Todd made no reference to substandard workmanship in our conversation. There is also no reference in any of the Cn Rapids Chrysler repair order documents that any issues were related to substandard work performed by Lake Woods Chrysler.Lake Woods Chrysler went to extraordinary measures to try & make [redacted] a satisfied customer. We were able to get the engine vendor to warranty the labor for the 2nd replacement. We offered to perform the balance of the work at a lower discounted price than Cn Rapids Chrysler charged her. We offered to replace the Freon that was missing at no charge if we performed the 2nd replacement. These were significant concessions to try & make her a satisfied customer. It is for all of the reasons outlined above that Lake Woods Chrysler Dodge Jeep Ram ACCEPTS NO RESPONSIBILITY for Claim ID [redacted] as submitted by [redacted]. Lake Woods Chrysler Dodge Jeep Ram REJECTS [redacted]'s request for $2041.59 in reimbursement.Should you have any additional questions and / or concerns, please feel free to contact me. Respectfully,Barry [redacted]Lake Woods Chrysler Dodge Jeep Ram[redacted]Grand Rapids, MN 55744###-###-####b[redacted]@lakewoodschrysler.com"