Lincoln Bookbindery

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] The Jeep was sold to me as a NEW car that had been sitting on the lot into the next model year - NOT A USED CAR! It had about miles on it, which I assumed was correct (UNLESS THEY TURNED BACK THE ODOMETER!) It is totally untrue that it was a used car unless it is further evidence of how we were mistreated!!!! The tires were NEW on the car when I purchased it and were only used by me for 1/monthsThe "not a customer" was a verbatim quote told to us by the go-between, as the final word and justification for not assisting us, from the owner who the go-between stated was in the building and had been consulted regarding how the dealership might help us The falsehoods in their response seem more evidence of the justification of our complaint to the Revdex.com.Regards, [redacted]

I sincerely apologize for our delayed response to the complaint filed with your office on January 9, 2018by Mr [redacted] I assure you that the delay was not intentionalThe paperwork was misplaced.Your request was sent to our dealer principal, Scott KeselUnfortunately Scott will be out indefinitelydue to health reasons so I have been asked to file our response.First and foremost, we at no time intended to portray Mrand Mrs [redacted] as "not our customer".Everyone is considered a customer or a potential customerThese folks purchased a vehicle from us andhave done some service with us after the saleAfter reading their complaint however, I completelyunderstand how they feel and again, I offer our sincerest apologiesWe do value their business as wevalue all of our customers.The loss of traction issue with the used [redacted] they purchased from us is not a factory defect.Instead, it is performing exactly as designedWhen the tires start to slip, even in four wheel drive, theon-board computers take over and reduces engine power to stop the slipping and to protect drivetraincomponentsWe believe this is what was happening as they tried to make it up their driveway or whenthey were just off the shoulder off the roadThe issue is aggravated with worn tires due to aging.This vehicle was purchased used and had used tires on it at that timeAs much as we would like to, wedo not bring are used vehicles up to a new conditionWe sell new vehicles as well.We did suggest to Mr [redacted] to purchase tires with a more aggressive tread patternWe believe thiswould lessen the chance for the tires to lose traction when traversing up their steeper drivewayMr[redacted] did purchase new tires from an outside source but they are just a non-aggressive, all season tire.We still believe a more aggressive tread pattern, such as found on a tire designated for snow, willdefinitely help.If you have any questions or comments, please feel free to contact me directly at [redacted] .Sincerely,Dick ***, Service Manager

6/7/ [redacted] Complaint Handler Revdex.com Dear [redacted] , My name is Dick C [redacted] I am the service manager at Canandaigua Chrysler Dodge JeepScott [redacted] and I think I am better prepared to respond to this complaint as I am the one that directly interacted with Mr***Our position on this matter is twofoldFirst, the noise issue that this vehicle and M***’s other Dodge Ram is experiencing is considered a operating characteristic of this style of locking rear differentialThis is determined by Chrysler who designed, manufactured and installed this “TracRite” differential in these vehiclesNot Canandaigua Chrysler Dodge Jeep(Please see attached bulletin S1203000003)We worked closely with Chrysler in the diagnosis of this issueChrysler did have us change the rear differential fluid to an updated synthetic fluid and we were told that the differential is operating as designed and no further repairs should be attemptedAlso, because the fluid change is considered a maintenance item we will not be reimbursed by the manufacturer for the updateWe chose to absorb the cost rather than pass it on to the Mr***Second, the windshield wipers did develop a problem while the vehicle was in for serviceThis was discovered by the owner, Scott ***, when he was driving though the lot the afternoon of Memorial DayScott noticed the wipers were operating as he drove byScott checked the vehicle expecting to find the ignition key in the on position and the wipers turned onHowever, the key was not in the vehicle and the wiper switch was in the off positionScott removed the wiper fuse to stop themThe next day our technician diagnosed the phantom wiper operation as a short in the totally integrated power module (TIPM)We have been unable to pinpoint the exact cause of failure as the issue was not present when the vehicle was parked outside over the weekendHowever, fully understanding the customer’s position, I would have to wonder myself if I found myself in his shoesWe wanted to work with the customer on this issue and attempted to communicate with him three times but we were abruptly hung up on and swore atIn summary, although we sympathize with Mr***, we believe his frustration with the vehicle noise issue is totally misdirectedWe did not design or manufacturer these vehiclesWe are not even the selling dealerWe suggest that Mr [redacted] continue to work with Chrysler Customer Service for a resolution and or seek a second opinion from another Chrysler dealerIn regards to the wiper issueWe completely understand how the customer feels and how it looks because the wiper failure happened while the vehicle was in our possessionWe suggest that Mr [redacted] take his vehicle to another shop for diagnosisIf it is found that that the wiper failure is due to anything we did, we will stand behind it 100% Please be aware that I tried to communicate this to the customer but again was swore at and abruptly hung up onI did include this information on his copy of the invoice(Please see attached repair invoice [redacted] )If you have any questions, please feel free to contact me directly at [redacted] Thank you, Dick C [redacted] Service Manager Canandaigua Chrysler Dodge Jeep

I have reviewed the situation. We can find no evidence to support the allegation that we caused the damage to the customers car. Regardless, as a good will gesture we will be offering to repair the customers car at our expense.
Scott K*** - Canandaigua Chrysler Dodge Jeep -
VP

6/7/2016 [redacted] Complaint Handler Revdex.com Dear [redacted], My name is Dick C[redacted] I am the service manager at Canandaigua Chrysler Dodge Jeep. Scott [redacted] and I think I am better prepared to respond to this complaint as I am the one that directly interacted with Mr. [redacted]. Our...

position on this matter is twofold. First, the noise issue that this vehicle and M. [redacted]’s other Dodge Ram 2500 is experiencing is considered a normal operating characteristic of this style of locking rear differential. This is determined by Chrysler who designed, manufactured and installed this “TracRite” differential in these vehicles. Not Canandaigua Chrysler Dodge Jeep. (Please see attached bulletin S1203000003). We worked closely with Chrysler in the diagnosis of this issue. Chrysler did have us change the rear differential fluid to an updated synthetic fluid and we were told that the differential is operating as designed and no further repairs should be attempted. Also, because the fluid change is considered a maintenance item we will not be reimbursed by the manufacturer for the update. We chose to absorb the cost rather than pass it on to the Mr. [redacted]. Second, the windshield wipers did develop a problem while the vehicle was in for service. This was discovered by the owner, Scott [redacted], when he was driving though the lot the afternoon of Memorial Day. Scott noticed the wipers were operating as he drove by. Scott checked the vehicle expecting to find the ignition key in the on position and the wipers turned on. However, the key was not in the vehicle and the wiper switch was in the off position. Scott removed the wiper fuse to stop them. The next day our technician diagnosed the phantom wiper operation as a short in the totally integrated power module (TIPM). We have been unable to pinpoint the exact cause of failure as the issue was not present when the vehicle was parked outside over the weekend. However, fully understanding the customer’s position, I would have to wonder myself if I found myself in his shoes. We wanted to work with the customer on this issue and attempted to communicate with him three times but we were abruptly hung up on and swore at. In summary, although we sympathize with Mr. [redacted], we believe his frustration with the vehicle noise issue is totally misdirected. We did not design or manufacturer these vehicles. We are not even the selling dealer. We suggest that Mr. [redacted] continue to work with Chrysler Customer Service for a resolution and or seek a second opinion from another Chrysler dealer. In regards to the wiper issue. We completely understand how the customer feels and how it looks because the wiper failure happened while the vehicle was in our possession. We suggest that Mr. [redacted] take his vehicle to another shop for diagnosis. If it is found that that the wiper failure is due to anything we did, we will stand behind it 100%.  Please be aware that I tried to communicate this to the customer but again was swore at and abruptly hung up on. I did include this information on his copy of the invoice. (Please see attached repair invoice [redacted]). If you have any questions, please feel free to contact me directly at [redacted]. Thank you, Dick C[redacted] Service Manager Canandaigua Chrysler Dodge Jeep

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] The Jeep was sold to me as a NEW car that had been sitting on the lot into the next model year - NOT A USED CAR!  It had about 56 miles on it, which I assumed was correct (UNLESS THEY TURNED BACK THE ODOMETER!)  It is totally untrue that it was a used car unless it is further evidence of how we were mistreated!!!!  The tires were NEW on the car when I purchased it and were only used by me for 6 1/2 months. The "not a customer" was a verbatim quote told to us by the go-between, as the final word and justification for not assisting us, from the owner who the go-between stated was in the building and had been consulted regarding how the dealership might help us.  The falsehoods in their response seem more evidence of the justification of our complaint to the Revdex.com.Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The response is just another excuse as they have come up with many pertaining to this vehicle.First, the noise in the "rear differential" on this truck is not happening in my other Ram 2500, so if this is a normal operating condition of these vehicles both should be doing the same thing.  I asked if I could test 10 of the same trucks off the lot to see if they all made this same "noise" and of course they did not allow this.  The noise should have been, as requested prior to the scheduled appointment heard and checked by a Ram Engineer, not just a phone call to their tech support center.  They are not relaying the noise as it is and they are calling it a shudder and/or wheel hop.  If wheel hop where an issue when this vehicle was under load the wheel hop would be from the front wheels/axle as per two other Ram Techs from two other dealerships.  If they would have honored the request and contacted the local engineer rep they may have been able to make a better determination on this issue, rather than hearsay from a phone call describing a noise that really isn't accurate.  This determination came from the same technician that can not tell the difference between worn brake pads or brake pads that are "metal on metal" as they had told me they where.  If this technician and/or service manager can not tell the difference in a simple brake maintenance how are they qualified to repair bigger issues such as rear axle "grinding" or electrical issues.Second, the "wiper" issue is far beyond the windshield wipers alone.  This is an issue with the fuse block under the hood of the vehicle, which controls most of the vehicle functions.  Being told that this is common among Ram 2500's with plow systems attached is incorrect and verified by 3 other dealer service managers and senior techs. Saying that this issue could not happen, and a system would never malfunction is a stretch, however when this vehicle was left in their possession for repairs to be made to a manifold as well as looking further into the rear differential noise as previously stated there where no issues with the vehicle other than the issues at hand at drop off.  8 days after the vehicle was dropped of for repairs and was picked up from the dealers lot after hours I had called early the following morning to make them aware that I had several warning/error lights on in the vehicle at that time.  On the return trip to have them inspect the errors is when again after 5 days in their possession they called to say there was an issue with the wipers and they where looking into it.  Never did they look into all of the other errors to my knowledge.  During the initial visit the truck needed manifolds on both Left & Right sides.  In doing so the tech "needed" to remove the heads from the truck as well to perform this which has never needed to be complete on any other of my vehicles that have on many occasions had this service performed.  I have/had a fleet or 10 trucks, many of which needed manifolds during my ownership.  I also spoke with 2 other Ram senior techs who claim they can do a manifold job in under 2 hours if all bolts break and there is no need to remove the heads.  During the time in which this tech removed the heads and disconnected many components related to such a job the tech must have disconnected/shorted something during his repair.  As stated this tech must not be well trained or certified or he would have ben able to do the job without such in depth disassembly. After this disassembly is when the errors all started and was returned for repair caused by their tech.  they have refused to repair the techs damage and have blamed it on a "common" failure which according to Ram and 3 other Repair Dealerships is not common at all.  If in fact the plow hookup damage the system they should be able to verify this at which point the shop certified to install this plow would be held accountable.  they have not stated that this is the cause nor did they properly inspect to determine the cause and pass it on as a normal condition with the vehicle as equipped which again has been denied by other dealers and service techs.Canandaigua Chrysler will pay for the repairs needed to make the vehicle function properly at a NYS Registered / ASE Certified shop of my choice.  They are not, and will not be working on any vehicles that I own going forward because every time it goes there for a repair it comes back with more issues than it went with.  Any out of pocket costs should be reimbursed by the dealer that would not be covered under Chrysler warrantee.This would also apply to a Ram recall that they performed and after the recall repair was completed I now have a vibration noise within the steering area that was not present before their repair was made.This is not a complete list or service issues but the most largest at this time, and all issues not covered that where caused by the dealer should be reimbursed to the owner.I would also like to point out the fact they stated the vehicle was not purchased at their dealership.  Neither was and that was at the fault of their own.  I did get pricing from them before I purchased elsewhere and they wanted thousands more for an older lesser truck than I ended up purchasing.  It is however not a condition of sale to have service or repair work complete at the selling dealer.  Ram warrantee service can be completed at any dealer such as Canandaigua Chrysler.  While my truck was in their shop for the initial repair visit I received phone calls and emails from the sales manager trying to sell me a new truck.  I am not in the market as my trucks are in good shape and less than 3 years old.  This is when I received my truck back with more issues than it went in the shop with.  This says that because I am not in the market and my truck are relatively new (with a few miles) that they can claim that many more issues not covered under warrantee happened in their shop to try to entice me into buying a new vehicle from them directly?  I was working with the sales manager on purchasing a new vehicle from this dealer, just not a new truck at this time. I will not be purchasing anything from them in the future, because when they feel its time you need a new vehicle they will make yours inoperable so you "need" to purchase a new car. As a Ram dealer they should and under Rams terms must complete warrantee work on their products.
Regards,[redacted]

I sincerely apologize for our delayed response to the complaint filed with your office on January 9, 2018by Mr. [redacted]. I assure you that the delay was not intentional. The paperwork was misplaced.Your request was sent to our dealer principal, Scott Kesel. Unfortunately Scott will be out...

indefinitelydue to health reasons so I have been asked to file our response.First and foremost, we at no time intended to portray Mr. and Mrs. [redacted] as "not our customer".Everyone is considered a customer or a potential customer. These folks purchased a vehicle from us andhave done some service with us after the sale. After reading their complaint however, I completelyunderstand how they feel and again, I offer our sincerest apologies. We do value their business as wevalue all of our customers.The loss of traction issue with the used 2016 [redacted] they purchased from us is not a factory defect.Instead, it is performing exactly as designed. When the tires start to slip, even in four wheel drive, theon-board computers take over and reduces engine power to stop the slipping and to protect drivetraincomponents. We believe this is what was happening as they tried to make it up their driveway or whenthey were just off the shoulder off the road. The issue is aggravated with worn tires due to normal aging.This vehicle was purchased used and had used tires on it at that time. As much as we would like to, wedo not bring are used vehicles up to a new condition. We sell new vehicles as well.We did suggest to Mr. [redacted] to purchase 4 tires with a more aggressive tread pattern. We believe thiswould lessen the chance for the tires to lose traction when traversing up their steeper driveway. Mr.[redacted] did purchase new tires from an outside source but they are just a non-aggressive, all season tire.We still believe a more aggressive tread pattern, such as found on a tire designated for snow, willdefinitely help.If you have any questions or comments, please feel free to contact me directly at [redacted].Sincerely,Dick [redacted], Service Manager

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.  Canandaigua Chrysler has offered to repair the vehicle and have us scheduled for an appointment on Monday the 16th.  They are also giving us a loaner car while ours is being repair.  They have went above and beyond to remedy this situation.  Regards, [redacted]