LG Electronics USA, Inc.

I'm sorry to hear about the issue you're having with your vehicle. We would be happy to diagnose the issue at no charge and find a suitable solution. Please call our Service and Parts Director, *** *** ** *** to set an appointment
If there
is anything else I can do to help, please call me at ***
Best regards,
***
*** ***
*** ***
*** *** *** ***
***

First of all, I apologize for delay in responding to this complaint. The *** Area Service *** assigned to our dealership was unavailable due to travel last week. We did request to have this issue addressed and taken care of under warranty and it was denied because it was outside
of the warranty guidelines. We submitted the original claim electronically and it was turned down, at this time our service manager called to advocate for the customer to no avail. Our records indicate that on 7/27/we replaced the studs on both sides as per the Rapid Response. Subsequent to this repair we replaced the right side studs again on 10/4/and the left side on 02/04/under warranty at no charge to the customer. If more information on these repairs is needed, I can provide copies of the repair orders. I certainly understand the frustration of having to repair the same item multiple times. Unfortunately, due to time (years, months) and mileage (33,160) *** has decided not to cover the repairs even after we expressed the concerns of our mutual customer. We are disappointed that we couldn’t get the repair paid/reimbursed by ***; however, we do feel like this is a necessary repair and it was completed as requested by the customer. As always, I will be happy to discuss this further if needed and I can be reached at***
Sincerely,
***
*** ***
*** ***
*** *** * *** ***

Brought *** in for an airbag recallImmediately after they finished their work on my vehicle I noticed a clicking sound coming from the steering columnAfter THREE return trips to the dealership, and NUMEROUS calls that were never returned, the service manager finally concluded that the *** (all of a sudden!) has a bad clockspring in the steering columnOf course, they contend they had nothing to do with this part breaking, and want to charge us $to replace itTerrible customer service, shoddy work

I apologize for the promotional material that’s being delivered to Mr*** ***. Our company uses a third party vendor to handle direct mail that uses sources for the mailing list. The first source is our database of which we have control over; it includes our prospects,
sales and service customers. The second source which we have less personal control over is provided by the third party vendor and consists of what they consider in market prospects. Mr***’s name has been removed from our database and I have also notified the vendor to remove his name from their list. The direct mail pieces we send do include opt out instructions so that customers can choose not to receive mail. Once again, I am sorry for the inconvenience and I hope the actions we’ve taken alleviates the issue.Sincerely,*** ***General ManagerPearson Chrysler - Jeep - Dodge

To whom it may concern:
I have spoken to Mr. [redacted] about the issues outlined in his complaint and to the best of my knowledge we have reached a resolution.  As a result of our conversation, I have spoken with our employees on how to better address courtesy...

transportation with customers when handling Chrysler recall service visits.  Unfortunately, I don’t have any control over the number of recalls Chrysler issues, part availability, or the process Chrysler requires us to follow.  We do have one more recall to resolve on his truck and I have let him know that he can request a loaner vehicle at no charge when we complete this repair.  He now has my contact information and is aware that he can call me if any further help is needed.Sincerely,
[redacted]

my jeep had been in the service department at Pearson Jeep for over a month. When I picked it up today, the driver seat had been lowered and all the way back, at about a 45 degree angle. When I brought the Jeep to Pearson the seat worked perfectly, when I attempted to adjust the seat to my driving position it made a grinding noise. I'm curious why the service department felt it necessary to adjust the seat to an "extreme" position? I'm taking the jeep back tomorrow, but don't expect any satisfaction from the dealership!

Let me start by apologizing for the lack of comunication on our part and the inconvenience of being without your vehicle during the repair.  At this point I believe we have reached a resolution with Mr. [redacted] with regards to this issue.  This communication was handled by...

phone between Mr. [redacted] and [redacted] our service director.  Since we had this conversation before hearing from the Revdex.com a follow-up call was made to verify we didn't misinterpret the arrangements made.  We asked for a return call if there was still any issues and we didn't hear back from the customer.  If there is still unresolved differences I would be happy to address them personally -- please let me know.Best regards,[redacted]
[redacted]
[redacted] [redacted] [redacted]

I apologize for not being able to get Mr. [redacted] in for service sooner.  I’m sure this caused and inconvenience and for that I’m sorry.  At this point we have...

repaired the vehicle and he was provided a rental car at no charge.  We found the part (powertrain control module) we installed previously failed causing the warning light to illuminate.  The part and labor were covered under manufactures warranty and the vehicle was returned to the customer yesterday July 27, 2016.  We followed up today (July 28th) and we were told everything is working as expected.  I hope this takes care of the issue and the vehicle is able to provide many more miles of uninterrupted enjoyment.  If there is anything else I can do to assist, don't hesitate to call me at 804-965-0300.Sincerely,
Jason H[redacted]
General Manager
Pearson Chrysler - Jeep - Dodge

We received recall information regarding the fuel system on our van so I made an appointment and dropped it off at Pearson Chrysler. The letter stated exactly the issues we had been experiencing (strong smell of fuel & the van would stall once the tank was filled with gas). The service department at Pearson just called me saying they will replace the tank as necessary due to the recall but that my fuel pump is going bad and they will be happy to replace it for me with no labor cost meaning I would only pay for the part. Then he told me that the part would cost me $450. Seriously!?! A fuel pump at [redacted] costs $156. We told them to only replace the portions covered by the recall. They called again roughly 10 minutes later to inform us that "sometimes fuel pumps get cracked when removing the tank. In that case we will be required to replace it." I told them to leave my van alone and that I will take it to a more trustworthy source for its repairs. Can we say [redacted]?!?! Do not trust these [redacted]!!!!

First of all, let me apologize for what has been perceived as an unnecessary repair.  It is never our intention to recommend work that isn’t needed and I am disappointed that we made a customer feel uncomfortable about servicing with Pearson Chrysler – Jeep – Dodge.  I will be happy...

to refund Mr. [redacted]’s money back for the wipers and labor.  I hope this resolves this issue and reinforces the customer’s belief in our customer service.  I will have my service and parts director call to find the best way to handle the refund.  If there is anything else Mr. [redacted] would like to discuss, I can be reached at 804-965-0300.Sincerely,Jason[redacted]General ManagerPearson Chrysler - Jeep - Dodge804-965-0300

Revdex.com:
I have reviewed the offer 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]This issue has not been resolved. Outside of the complete lack of communication and the inconvenience there are two major issues. First is the issue of the rental car which per [redacted] headquarters is covered under my contract. [redacted] offer five days of compensation when the part needed to start the car took over a week just to get to the shop and took an additional two to three days to install. Second when my girlfriend came to pick up my truck and asked for assistance with correctly documenting the damage caused by the tow truck company she was rejected. Then when I spoke to [redacted] previously I asked him to take a picture of the damage which he said he would! Upon arriving to pick up the car no picture was taken instead I have the damaged wheel and rod that was placed into my truck to dispose of. I feel like because I triedto demonstrate patience and understanding with this process I was taken for granted.