Lowery Bros. Chrysler-Jeep

We, Lowery BrosChrysler/ Jeep, are responding to Complaint ID#***On 4/7/the customer in question in the complaint dropped her vehicle of with us for a Check Engine lamp issue to be diagnosed and repaired under warrantyThis was the first time this vehicle had been to our facility as
it was not purchased hereAttached is a signed repair order by the customer that has the standard industry authorization statement allowing us to operate and repair vehicleThe warranty repair was a simple software computer update and several others were also found to be applicable to the vehicleAs a part of the update and repair the vehicle needs to be driven after our service advisor called the customer at the only phone number given to us to update her as to the nature ot the repairs but only got the voicemail systemWhen the technician was driving the vehicle he was stopped near the corner of Geddes and Genesee in traffic and a Fed ex Delivery truck stuck the left rear quarter panel of the vehicle causing a dentMy technician called the police and us and it was determined to be the Fed ex driver's fault and we received the police report (see attached)When he got back to the dealership we immediately took vehicle to Nick Orso's Body Shop for an insurance estimate (see attached)We also attempted to call customer but still only received voice mailShortly after vehicle returned from getting an estimate (note: we do not have a Body Shop), the customer arrived to pick up vehicleI, the service manager and my advisor both explained the situation to the customer and apologized at the service desk while we were having her vehicle cleaned as we do as a courtesy for customersWe explained that she would have to call her insurance company to report the accident and they would go against Fed Ex's insuranceWe also told her that Nick Orso's had all her information and would handle the insurance claim and they also have loaners which we do notIt is not our place to notify the customer's insurance as it is not our policy or vehicleWe provided all the means for the customer to have the vehicle repaired at a reputable Body Shop that is very familiar with insurance and procedures to have the repairs handle as seamlessly as possibleWe apologized at the time and we are sorry but accidents do happen and we did our best to convey that at the timeThe customer was given a proper warranty repair of her vehicle's issue and that is what it was left her at our dealership for in the first placeThe customer has the estimate with contact info and the police report to back up what happenWe know itis always upsetting to have something like this happen, however we tried to make it as painless as possible to get rectifiedSincerely,Management Team at Lowery Bros Chrysler/ Jeep

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am an educated person and I do understand that accidents do happen.I understand also that cars need to be driven after they are repaired, to make sure the problem is fixed and there are no new issues appearing. I am not disputing those points. What I do believe is that Lowery was not sensitive to the situationI believe that they provided poor customer service. I believe that they wanted me to leave that shop as quickly as possible so that I wouldn't challenge them or make a scene. I felt disrespected and very inconveniencedThey did get me one quote - a quote that doesn't even match closely to what the appraiser valued the damage at. I had to take additional time out of work to get a second quote. I still am not sure if my children are safe in my car because the wheel was hit also. It could be out of alignment and I have no idea. I also had to call different numbers before I found the right insurance company for Federal Express. I also now have to take or days to get the repairs fixed. If I cannot get a rental car, I may have to take time off from work. I have been dealing with this issue for over a week now and it is very irritating. I believe that Lowery could have done something more to apologize or express concern about this accident. They also provided wrong information - I do not have to call my insurance to get the car fixed. I don't have to put a claim through on my insurance at all! I can call Fed Ex Insurance directly. I guess overall there is nothing Lowery can do at this point to make up for this but I do think that other dealers would have handled this very differently, even if they didn't have a body shop attached to them. I will never return to Lowery and I will let family and friends know this also. I am very disappointed and it is still affecting me, almost weeks later. That is a lot of time and money and stress that Lowery is causing me, which I wouldn't have otherwise.Regards,*** ***

We here at Lowery Bros. Chrysler/Jeep have had numerous conversations with this individual. Both myself and the Parts/Service Director have spoken with him on several occasions. Initially after his recall was performed we scanned the code for the air bag warning lamp and it was an internal module...

fault.The rear wiper was not checked. I as the service manager offered to diagnose both issues unrelated to the recall at no charge. Not to repair, but to diagnose and give cause and estimate without charge. The customer never returned for that offer. I later received a call from Chrysler Customer Relations and explained the situation. They concluded it was non-recall related and they were not convinced as stated by the customer. They rather looked at what was done for the recall and the nature of the items the customer was complaining about. Again the offer to diagnose was offered. Again the customer did not return for that offer. The customer sent us a bill and letter 4 months later in May stating he had the rearwiper repaired that was a broken wire. No wiring was done during or for the recall done in January. He requested we pay for his wiper repair. The Service and Parts Director called and spoke with the customer. He again stated that we had offered to diagnose at no charge and we were never contacted to do that diagnosis. The customer also stated that the rear wiper repair did not fix his air bag warning.As we had told him previously, they were not related but rather two separate issues. Again on 5/18/16the offer was made to diagnose the air bag system and give him and estimate of repairs. As of this writing he has not responded to that offer either. As far as Lowery Bros. Chrysler/Jeep service is concerned, we have made every effort to assist this individual. His vehicle has only been here one time ever which was for the recall 1/7/16 at 100,152 miles. Also, the customer has never been charged for anything at our dealership nor has he done any business with us.Sincerely, Richard [redacted] Service Manager

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 word diagnose was used in the Service Mgr. response multiple times. That is all they ever offered to do. Not fix the problem or "make it right", only to diagnose and inform me of the charges to fix it. I was brought up working on cars and I realize there are coincidences in the business, but this one is a little hard to believe. I brought a perfectly operating vehicle in for a Jeep recall of a faulty ignition switch and drove out the door with a non working rear wiper and a air bag warning light. I repeat, a broken wire was found by another repair shop at the ignition switch.I am not going to argue about this any longer as its obvious Lowery has no intention of working with me on this. My new Jeep will certainly come from somewhere else. This was a painful and expensive learning experience for meRegards,[redacted]