Lithia Chrysler Jeep Dodge of Grand Forks

Received call from General Manager AJ [redacted] , providing business response.Mr [redacted] says that when Mr [redacted] first brought the Grand Cherokee in for service, the issue he was experiencing was related to use of a remote starter, and shut-offs experienced when starting the vehicle remotely multiple times in succession, etcHe says Lithia explained the issue and worked through it with Mr [redacted] .On more recent visits, he says that Lithia has provided provided Mr [redacted] with a service loaner while attempting to duplicate and diagnose the issue the customer reports, but truly has not -- to date -- been able to observe and address the issue Mr [redacted] reportsHe adds that Mr [redacted] has not been able to point out the issue / behavior when discussing it with service staff, either.When it became evident that Lithia could not duplicate the issue in question, Mr [redacted] says the dealership offered to advocate on the customer's behalf with Chrysler corporate, to see if they could help trade him into a different vehicleHe says Mr [redacted] did not seem open to this option.Mr [redacted] says Lithia would still very much like to help diagnose the issues Mr [redacted] has reported, and is absolutely willing to provide him with a service loaner once again in an effort to duplicate and fix the issue.But he adds that Lithia's service department is very busy right now, currently booking appointments about weeks outHe says Mr [redacted] is welcome to schedule an appointment to have the vehicle looked at again, but he cannot move Mr [redacted] 's appointment date up, out of fairness to customers who already have appointments scheduled

We will be more than happy to set a drop off time and look at his vehicle againWe will be more than happy to provide [redacted] with a service loanerHis Jeep was acting when it was brought to our dealershipOur service department and the customer could not duplicate the problemI visited with [redacted] and offered to trade him out and try to push for a Chrysler assistanceOur sincere apology to [redacted] for his vehicle problems and we will do everything we can to take great care of him as we always do

This customer has been taken care off long time ago and his concerns were resolvedHe had a bent in his wheel lift and we fixed itCustomer picked up his truck and was satisfied with the repairs and with our customer service

Response received via e-mail to Revdex.com, 2/6/17:I offer our most sincere apologies for your service experienceOur dealership always strives to provide the highest customer service and the best buying and servicing experience*** brought his truck to our service department on 12-16-He had
several problems with it (Water Pump, Tune-up, EGR Valve, Cylinder head etc)We were dealing with ***the entire process and all extra charges were approved by *** before the work was doneIt took almost two weeks for your warranty company to send an adjuster to look at your truck.The first adjuster only approved a portion of the repairs pending more diagnostics which customer had to approve the in case the warranty would not coverThey had to send another adjuster a week later to approve the rest of the repairs with some customer payThe warranty company did not approve the Spark Plugs or Oil filter because they are maintenance items just like the BatteryNormally, maintenance items would not be covered under warrantyI can assure you that we did not do anything to your battery to make it go badYour battery went down and would not take overnight chargeIt was a combinations of being an old battery, cold weather (-degrees) and 3-weeks waiting for your warranty companyPlease keep in mind that *** was driving a rental vehicle for 22-daysYour warranty company only paid for 10-daysWe did not charge you for 12-days rental…This is 12-days x $35/day = $We will continue doing everything we can to take care of you and all your service needsPlease do not hesitate to contact me personally if you have any question or if you need any help in the future, I can assure you that you & your family will always be very well taking care of

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Jeep Corp has worked with me to schedule an appointment in Cooperstown NDfor the day of Feb 5thIf Lithia cannot look at my vehicle within that time frame than I would like to still be provided a loaner and the dealerships figure it out between their departments as to who will look into the problemI would also like to request a positive way forwardSo far, every time I have taken the vehicle in to figure out these issues I have been told that the problems cannot be recreated and sent on my wayI would prefer for this destructive cycle to stopIt does not benefit either partyIf the problem can still not be determine by either dealership I would like to know what my options areMy main concern if for my safety and the safety of others on the roadI would prefer if the dealership needs to work with Jeep to determine the best way forward, that they do it beforehandWhether that is sending a tech up or whatever repair it needsThank you

Received call from General Manager AJ [redacted], providing business response.Mr [redacted] says that when Mr [redacted] first brought the Grand Cherokee in for service, the issue he was experiencing was related to use of a remote starter, and shut-offs experienced when starting the vehicle remotely multiple...

times in succession, etc. He says Lithia explained the issue and worked through it with Mr [redacted].On more recent visits, he says that Lithia has provided provided Mr [redacted] with a service loaner while attempting to duplicate and diagnose the issue the customer reports, but truly has not -- to date -- been able to observe and address the issue Mr [redacted] reports. He adds that Mr [redacted] has not been able to point out the issue / behavior when discussing it with service staff, either.When it became evident that Lithia could not duplicate the issue in question, Mr [redacted] says the dealership offered to advocate on the customer's behalf with Chrysler corporate, to see if they could help trade him into a different vehicle. He says Mr [redacted] did not seem open to this option.Mr [redacted] says Lithia would still very much like to help diagnose the issues Mr [redacted] has reported, and is absolutely willing to provide him with a service loaner once again in an effort to duplicate and fix the issue.But he adds that Lithia's service department is very busy right now, currently booking appointments about 2 weeks out. He says Mr [redacted] is welcome to schedule an appointment to have the vehicle looked at again, but he cannot move Mr [redacted]'s appointment date up, out of fairness to customers who already have appointments scheduled.

This customer has been taken care off long time ago and his concerns were resolved. He had a bent in his wheel lift and we fixed it. Customer picked up his truck and was satisfied with the repairs and with our customer service.

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.

Customer bought the vehicle on 5-31-17.... Customer was given 75-days temporary registration (and not 30 days) since it is North Dakota registration. All our paperwork & payments were submitted to ND DMV on 6-14-17. ND registration office is always behind but the customer still have...

almost 30-more days on their 75-days temporary tag as it is clearly showing at the bottom of their temporary registration. Customer should bring to the security forces attention that their tag is not expired and show them the expiration days.

We will be more than happy to set a drop off time and look at his vehicle again. We will be more than happy to provide [redacted] with a service loaner. His Jeep was acting normal when it was brought to our dealership. Our service department and the customer could not duplicate the problem. I visited with [redacted] and offered to trade him out and try to push for a Chrysler assistance. Our sincere apology to [redacted] for his vehicle problems and we will do everything we can to take great care of him as we always do.