Larry H. Miller Colorado Chrysler Jeep

I spoke to this person on the phone Monday 3/13/17 and agreed to send a written apology. I believe he was satisfied.

Customer brought vehicle in 1/31/18 for Check engine light being on, and the M30 recall. The check engine light was due to the electronic park brake release being pulled by the tow truck driver. We reset that at no charge. The recall was to reprogram the PCM and TCM (powertrain control module and...

transmission control module) and thought that may cure the customers concern about it not shifting into gear. We always trying to do everything we can under warranty that is recommended and could fix the problem before we would ever go to a customer out of pocket situation. Again we follow FCA protocol in how we repair all vehicles based on  the symptoms that are provided by the consumer and found by the technician. Unfortunately the real cause of the transmission concern was a bad valve body inside the transmission.  This particular part is not covered by the recall or warranty based on miles and time. Travis called the customer and informed her that it would be around $1580.00 for parts and labor. Also informed her that we had to order the parts and they would be 5-7 days out. She approved the work. I told her I would call her when the parts came in. Actually called her brother because she told me to ([redacted]) got a hold of him Monday and told him the car will be done that day, Tuesday the 20th.  With all of this being said we as a dealership would like to still offer assistance in the amount of 10% off of the bill to try and help the situation.

[A default letter is provided here which indicates your acceptance of Mediation. 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 Mediation is necessary.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: He agreed to contact credit bureaus with information, that inquiry was un authorized, and employee error, and withdraw...

inquiry. Unless these are also included his offer is rejected-he ([redacted]) explicitly agreed to these terms last Mon, on phone, an apology letter alone is not enough I want copies of all 3 credit reporting agencies letters he agreed so send.
Sincerely,
[redacted]

[A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the consumer in reference to complaint ID .[redacted], and find that Mediation is necessary.
Thank you.

Complaint: [redacted]
I am rejecting this response because: First off when talking...

to the company a month ago they acted like was the burden. They did not want to physically take the paperwork to the dmv with two days left until I told them I would sue. Then because they failed to do there job right the first, second then finally third time; I had to take an unexpected day off wotk in order to get the vehicle registered before it could not be driven. The customer service provided to was below standard, the respect I received was lower than I have ever received from any company. And now a full two months later they respond to this post saying they resolved it? unbelievably sour taste in my mouth worst experience buying a vehicle I have ever had.
Sincerely,
[redacted]

The additional information requested has been sent to the consumer.

After full reviewing the whole situation, based on the documents that we have, we show that we advised the customer at the time of the clock spring repair recall that the horn wires were broken in a few spots and that it was just laying in there. It also reads that the repair was in fact declined. I...

am in no way calling the customer a liar I am just going off what they system shows in notes and on the RO. I will tell you that the clock spring doesn't make the horn work or not work nor does the horn impact the clock spring working. The horn does have to be removed to get to the clock spring. Do to the fact that I wasn't the GM at the time of the repair and the service staff that is now in service wasn't here at the time of repair either, we are willing to cover the cost to fix the horn. As for the clock spring as I mentioned before it doesn't need to be replaced to fix the horn.

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. The registration fee totaled $729.80. 
Sincerely,
[redacted]

The original date of the lease for our customer was 6/11/2016. The Dealership was sold to Larry H Miller on 6/6/2016. I mention this only for the purpose of apologizing to our customer as we were involved with new systems, processes, and forms. The clerical mistakes that were made were more of a...

function of the overall change than it had to do with any intent or incompetency. When I reviewed the documents from the original Lease Agreement that was signed on 6/11/2016 compared to the new Lease Agreement that was signed on 9/01/216, I did see that we were not able to provide the additional service contract that our customer purchased for $1866.00. This was due to lender qualifications and had nothing to do with the dealership choosing to remove this additional warranty. Also, by removing the additional warranty the amount owed was also reduced by $1866.00 so our customer is not paying more for the [redacted] without the additional warranty. When we had our customer resign the lease on 9/01/2016, the original purchase price that she agreed to on 06/11/2016 was also reduced in her favor due to lender qualifications. Original price that she agreed to pay was $36,760.00, the final price that she signed for on 09/01/2016 was $35,400.00 for a net reduction in her favor of $1,360.00. The lender also changed the terms of the lease from 36 months to 48 months which our customer agreed to and signed on 9/01/2016.Since the vehicle is a lease and not a purchase, the customer has a few options now or at anytime prior to the maturity date of the lease to trade it in for a new vehicle of her choice, sell it privately, or buy out the lease and turn it into a purchase. By choosing to buy out the lease, the service contract that she purchased originally for $1866.00 can be added back in at that time pending approval from the lender. I would gladly honor the price of the service contract at the time she decides to buy out her lease. It was described to me by the finance department here that she intended to keep this vehicle after the lease was up which was why she purchased the additional service contract on 06/01/2016.As a good will gesture, I would like to offer to pay for half of her registration fees for the [redacted].We sincerely apologize for the clerical mistakes that were made during a time of transition from one ownership group to another and feel our response to this complaint is appropriate at this time.