Madison Chrysler Jeep Dodge

Thank you for allowing us the opportunity to share our side of the unfortunate situation we have had with Mr [redacted] I have included a copy of the response given to [redacted] Credit Card servicesI believe this will explain our side of the storyWe feel very badly for Mr [redacted] and have shared our thoughts with him on several occasionsMr [redacted] paid for the service work using his [redacted] Credit CardWhen a dispute arises between one of their clients and one of their merchants, protocol is that [redacted] will reverse the charge [redacted] did exactly thisOnce they had BOTH sides of the story, [redacted] awarded a decision in our favorAfter receiving all documents and reviewing the details of the transaction, [redacted] paid the dealership in full for the repairs [redacted] does not do this lightlyIt is up to the merchant to PROVE that we are correctIn our experience, [redacted] will always favor the clientIn this case, they felt that we conducted ourselves professionally and with the highest integrity Facts: Mr [redacted] purchased a Jeep Wrangler with a bad motor from a private individualHe is not our customer, but brought it to us to determine what the loud noise coming from the upper end of his engine wasWe explained that it obviously has an engine problem, but would need to be torn down to diagnoseHe approved the tear down with his signatureWe reported our findings: We feel that this vehicle had been run low or out of oil at some pointIn order to fix it, we would need to replace all tappets and pushrodsHe then had the option of having the repair done, paying to have it put back together, or to take it as isHe instructed us to do the repair, because he did not want to pay to have it put back togetherWe removed both cylinder heads, replaced all tappets and pushrods with original factory parts (invoices from Jeep are available to prove it was it was done)We also installed a new oil filter and oil, as well as re-filled coolant and bled the systemAfter completion of the repair, the noise in the top of the engine was goneOnly then, after silencing the loud upper end noise could it be determined that there was also a lesser noise in the bottom of the engineOf course Mr [redacted] did not like the fact that we had now determined that there was additional damageWe explained that NO MATTER WHAT, the work which was done on the top end of the engine HAD TO BE DONE There has never been any question as to whether we fixed the top endHe KNOWS that we didNever disputed thatWe did it completely and correctly with factory Jeep products, done by a Jeep certified technicianWHY SHOULD WE NOT BE PAID? Mr [redacted] bought a vehicle with a bad engine and is trying to make his problem our problem by stopping payment of the repairIt is simply NOT RIGHTHis assertion that the goods or services were not as described or merchandise received was damaged or defective is absolutely not trueAll merchandise received is working perfectly, and the services were exactly as described We wish that circumstances with Mr [redacted] were differentMadison Chrysler has been in business for over yearsWe never want something like this to happenOur business model has keep an A+ rating with your agency, the Revdex.com, for decades However, when a customer comes to us unsolicited, asking for our help, we expect to be paid for the work performedWe also explained to Mr [redacted] that we only wish that he had come to us before he purchased this vehicle, not afterWe would have advised him not to buy this vehicle or at least would have been able to help him to get a much lower priceSincerely, TJ R [redacted] Vice President Madison Chrysler

Complaint: [redacted] I believe MrR [redacted] is letting a good story get in the way of the factsFACT: I dropped my car off for service and authorized up to three hours of labor to diagnose the problem (roughly $300) FACT: After learning of the cost of the repair, I did not want to do the service and let that be known FACT: I was told that I would need to pay an additional three to four ($300-$400) hours of labor to put the engine back together or "tow the car out in pieces" FACT: I did indeed authorize the service, but only after being told I would have to pay up to $to get the Jeep back without any work being performed on itUnfortunately, I cannot prove that the work performed did not fix the issue the Jeep was brought in for because another mechanic did not inspect the Jeep prior to it being brought to the dealership (this is the only reason [redacted] Credit Card Services cannot reverse the charge) I did subsequently take my car to another mechanic who correctly diagnosed the issue with the Jeep and stated that he believes the dealership misdiagnosed the real problem and performed an unnecessary service I know (as does MrR [redacted] ) that they didn't fix the issue, however there is no way that I can prove thisWhat MrR [redacted] fails to understand or acknowledge is that the condition of the engine is not relevant to the situation I believe the undisputed facts listed above are enough to warrant a public complaint with the Revdex.com In fact, both the CT [redacted] and [redacted] Credit Card Services acknowledge that the situation is highly unethical although there is nothing they can do on my behalf per their policyThe [redacted] stated that if I had refused the service and paid the extra $300-$to put the engine back together that they would have the jurisdiction to seek a full refund on my behalf Sincerely, [redacted]

Complaint: [redacted]I believe Mr. R[redacted] is letting a good story get in the way of the facts.
FACT:  I dropped my car off for service and authorized up to three hours of labor to diagnose the problem (roughly $300)
FACT:  After learning of the cost of the repair,  I did not want to do the service and let that be known
FACT:  I was told that I would need to pay an additional three to four ($300-$400) hours of labor to put the engine back together or "tow the car out in pieces"
FACT:  I did indeed authorize the service, but only after being told I would have to pay up to $700 to get the Jeep back without any work being performed on it.
Unfortunately,  I cannot prove that the work performed did not fix the issue the Jeep was brought in for because another mechanic did not inspect the Jeep prior to it being brought to the dealership (this is the only reason [redacted] Credit Card Services cannot reverse the charge).  I did subsequently take my car to another mechanic who correctly diagnosed the issue with the Jeep and stated that he believes the dealership misdiagnosed the real problem and performed an unnecessary service.   I know (as does Mr. R[redacted]) that they didn't fix the issue, however there is no way that I can prove this.
What Mr. R[redacted] fails to understand or acknowledge is that the condition of the engine is not relevant to the situation.  I believe the undisputed facts listed above are enough to warrant a public complaint with the Revdex.com.  In fact, both the CT [redacted] and [redacted] Credit Card Services acknowledge that the situation is highly unethical although there is nothing they can do on my behalf per their policy. The [redacted] stated that if I had refused the service and paid the extra $300-$400 to put the engine back together that they would have the jurisdiction to seek a full refund on my behalf.  
Sincerely,
[redacted]

Thank you for allowing us the opportunity to share our side of the unfortunate situation we have had with Mr. [redacted]. I have included a copy of the response given to [redacted] Credit Card services. I believe this will explain our side of the story. We feel very badly...

for Mr. [redacted] and have shared our thoughts with him on several occasions. Mr. [redacted] paid for the service work using his [redacted] Credit Card. When a dispute arises between one of their clients and one of their merchants, normal protocol is that [redacted] will reverse the charge. [redacted] did exactly this. Once they had BOTH sides of the story, [redacted] awarded a decision in our favor. After receiving all documents and reviewing the details of the transaction, [redacted] paid the dealership in full for the repairs. [redacted] does not do this lightly. It is up to the merchant to PROVE that we are correct. In our experience, [redacted] will always favor the client. In this case, they felt that we conducted ourselves professionally and with the highest integrity.  
Facts:
 Mr. [redacted] purchased a 2008 Jeep Wrangler with a bad motor from a private individual. He is not our customer, but brought it to us to determine what the loud noise coming from the upper end of his engine was. We explained that it obviously has an engine problem, but would need to be torn down to diagnose. He approved the tear down with his signature. We reported our findings: We feel that this vehicle had been run low or out of oil at some point. In order to fix it, we would need to replace all tappets and pushrods. He then had the option of having the repair done, paying to have it put back together, or to take it as is. He instructed us to do the repair, because he did not want to pay to have it put back together. We removed both cylinder heads, replaced all tappets and pushrods with original factory parts (invoices from Jeep are available to prove it was it was done). We also installed a new oil filter and oil, as well as re-filled coolant and bled the system. After completion of the repair, the noise in the top of the engine was gone. Only then, after silencing the loud upper end noise could it be determined that there was also a lesser noise in the bottom of the engine. Of course Mr. [redacted] did not like the fact that we had now determined that there was additional damage. We explained that NO MATTER WHAT, the work which was done on the top end of the engine HAD TO BE DONE.  There has never been any question as to whether we fixed the top end. He KNOWS that we did. Never disputed that. We did it completely and correctly with factory Jeep products, done by a Jeep certified technician. WHY SHOULD WE NOT BE PAID? Mr. [redacted] bought a vehicle with a bad engine and is trying to make his problem our problem by stopping payment of the repair. It is simply NOT RIGHT. His assertion that the goods or services were not as described or merchandise received was damaged or defective is absolutely not true. All merchandise received is working perfectly, and the services were exactly as described. 
We wish that circumstances with Mr. [redacted] were different. Madison Chrysler has been in business for over 28 years. We never want something like this to happen. Our business model has keep an A+ rating with your agency, the Revdex.com, for decades.  However, when a customer comes to us unsolicited, asking for our help, we expect to be paid for the work performed. We also explained to Mr. [redacted] that we only wish that he had come to us before he purchased this vehicle, not after. We would have advised him not to buy this vehicle or at least would have been able to help him to get a much lower price.
Sincerely,
TJ R[redacted]
Vice President
Madison Chrysler

Thank you for allowing us the opportunity to share our side of the unfortunate situation we have had with Mr. [redacted]. I have included a copy of the response given to [redacted] Credit Card services. I believe this will explain our side of the story. We feel very badly for Mr. [redacted] and have shared...

our thoughts with him on several occasions. Mr. [redacted] paid for the service work using his [redacted] Credit Card. When a dispute arises between one of their clients and one of their merchants, normal protocol is that [redacted] will reverse the charge. [redacted] did exactly this. Once they had BOTH sides of the story, [redacted] awarded a decision in our favor. After receiving all documents and reviewing the details of the transaction, [redacted] paid the dealership in full for the repairs. [redacted] does not do this lightly. It is up to the merchant to PROVE that we are correct. In our experience, [redacted] will always favor the client. In this case, they felt that we conducted ourselves professionally and with the highest integrity.  Facts: Mr. [redacted] purchased a 2008 Jeep Wrangler with a bad motor from a private individual. He is not our customer, but brought it to us to determine what the loud noise coming from the upper end of his engine was. We explained that it obviously has an engine problem, but would need to be torn down to diagnose. He approved the tear down with his signature. We reported our findings: We feel that this vehicle had been run low or out of oil at some point. In order to fix it, we would need to replace all tappets and pushrods. He then had the option of having the repair done, paying to have it put back together, or to take it as is. He instructed us to do the repair, because he did not want to pay to have it put back together. We removed both cylinder heads, replaced all tappets and pushrods with original factory parts (invoices from Jeep are available to prove it was it was done). We also installed a new oil filter and oil, as well as re-filled coolant and bled the system. After completion of the repair, the noise in the top of the engine was gone. Only then, after silencing the loud upper end noise could it be determined that there was also a lesser noise in the bottom of the engine. Of course Mr. [redacted] did not like the fact that we had now determined that there was additional damage. We explained that NO MATTER WHAT, the work which was done on the top end of the engine HAD TO BE DONE.  There has never been any question as to whether we fixed the top end. He KNOWS that we did. Never disputed that. We did it completely and correctly with factory Jeep products, done by a Jeep certified technician. WHY SHOULD WE NOT BE PAID? Mr. [redacted] bought a vehicle with a bad engine and is trying to make his problem our problem by stopping payment of the repair. It is simply NOT RIGHT. His assertion that the goods or services were not as described or merchandise received was damaged or defective is absolutely not true. All merchandise received is working perfectly, and the services were exactly as described. We wish that circumstances with Mr. [redacted] were different. Madison Chrysler has been in business for over 28 years. We never want something like this to happen. Our business model has keep an A+ rating with your agency, the Revdex.com, for decades.  However, when a customer comes to us unsolicited, asking for our help, we expect to be paid for the work performed. We also explained to Mr. [redacted] that we only wish that he had come to us before he purchased this vehicle, not after. We would have advised him not to buy this vehicle or at least would have been able to help him to get a much lower price.Sincerely,TJ R[redacted]Vice PresidentMadison Chrysler

Review: I brought a 2008 Jeep Wrangler that I bought privately in to Madison Chrysler, Jeep, Dodge for service to diagnose a light tapping noise in the engine on June 4, 2015. The service desk called me later in the day to tell me they needed three hours of labor to diagnose the problem because it was coming from "deep in the engine" and they needed to tear down the engine to get at it. I begrudgingly agreed to pay the $300 for the diagnosis just so I had piece of mind. I received a call later saying that I needed all new pushrods and tappets and that it would be $1800+ repair. After talking to another mechanic elsewhere, he said to just drive the Jeep with the noise and get it out of the dealership. I called the service manager back to tell him I didn't want to do the service and he said "no problem, but I need another three or four hours of labor to put the engine back together". At this point the conversation became heated because they told me three hours of labor to diagnose and now they were trying to charge me an additional $300-$400 just to take the Jeep home. I explained that this was basically extortion and the service manager stated "you are more than welcome to tow it out of here in pieces". At this point I was faced with $700 for the diagnosis or $1800 to repair it. I agreed to have them do the repair (worst mistake I made). They told me it would be done by Friday. I received a call the following Tuesday from them where they explained that they fixed the tapping noise, but they now heard "another" tapping noise and needed more labor to diagnose the problem. I told them to forget it and put the Jeep back together.

When I picked the Jeep up, I took a ride with the service manager only to hear the EXACT SAME tapping noise that I dropped it off with. Of course he emphasized that "this is a different noise that you couldn't hear before". Ridiculous!

They basically extorted me into performing a service I didn't want to do and the service they did perform did not fix the problem (or they misdiagnosed the issue and performed an unnecessary repair).

I've logged a complaint with the [redacted] who told me it is out of their jurisdiction, however, if I had refused the service and had to pay the extra labor to put the engine back together that they would absolutely have forced them to refund me the extra money.

I tried to dispute the charge with my credit card company for the past several months but it is basically my word against Madison Chrysler, Jeep, Dodge at this point. Their position is that I authorized the service, they performed the necessary service and that there was another tapping noise that needed to get fixed. They went on to tell me how badly damaged the engine was. Whether the engine was damaged or not is irrelevant to the way they handled the situation. If they had allowed me to take the vehicle back for the $300 diagnosis fee that was originally agreed upon, I would never have performed the costly (and unnecessary) service.Desired Settlement: I would like a refund of $1829.88 which is the full cost of the service.

Business

Response: