After reviewing the information and speaking with the Service Advisor and Service Manager Marina found that we had handled the repair as discussed with the customer at the timeThe customer was fully informed of the necessary work needed to be done to make a full repair with little chance of the issue re-occurringHe chose to proceed with the less expensive optionThe dealership did what was requested by the customerNow after the fact since the problem has returned requests a refundThe dealership will be happy to assist in trying to save some expense on the full repair which was suggestedHowever we are not able to offer a refundSincerely, [redacted] *** General Sales ManagerMarina Dodge Chrysler Jeep Ram
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 I had contacted the sales manager 10/01/and 10/02/leaving messages both timesI have also spoke to the Chrysler representative he called and asked if I wanted to trade in my jeep they would give me a discount on a new Chrysler vehicle but I would probably need to come up with money downSince I traded in a car that had no payments for $14,toward my current Jeep I declinedShe also stated only the dealership can give me my old car back or a refundThe Wrangler was last serviced in the same dealership 10/13/and they had my car for over a week switching out another modulatorRegards, [redacted]
Dear Beth, The owner of the store [redacted] spoke to [redacted] 's fiancé [redacted] ) several days ago to let them know we were researchingHe spoke to [redacted] again today after acquiring the repair history [redacted] had taken the vehicle in for a warranty repair at Binghamton Chrysler Jeep Dodge on Dec 3, Upon the vehicle having a covered warranty claim covered by Chrysler the [redacted] Chrysler Jeep Dodge service recommended a PCV Valve be replaced that was not covered by the warranty that would have cost around $to replace [redacted] at that time decided to take it to another repair facility to do it for half the priceSince the PCV Valve was replaced the engine has since suffered a larger mechanical failure that is now not covered because the manufacture feels that the metal shavings that they are finding in the engine are the result of faulty repair work in replacing of the PCV Valve ***'s conversation with [redacted] ended with [redacted] and [redacted] stating that they had already spoken with the bank and agreed to let them take the vehicle backAs well they have since purchased another vehicle [redacted] has put around 18,miles on the vehicle since its purchase and if we were given a little bit more time or the opportunity to have the vehicle looked at here in our shop we may have been able to get the prior PCV Valve repair and or the most recent claim covered by ChryslerWe do regret her inconvenience but were not given enough time to get involved in the warranty claim processPlease let us know if we can be of any further assistance.Sincerely, [redacted] ***General Sales ManagerMarina Dodge Chrysler Jeep Ram
As previously stated there was no damage caused and we at Marina appreciate your frustration and handled having the vehicle brought back and immediately addressed the issue at our expenseThe VIP program does not have a cash valueThere is nothing to refund and as Mrs [redacted] stated she is now set on just spreading the word of what happened to herWhile I appreciate what she went through we have resolved what needed to be done to her vehicle and have followed through on our VIP program on her vehicle for the last 60,miles of oil changes and inspectionsThe tire rotation was and extra service purchased not included in the VIP programThe rough dollar figure of saving to you using the VIP program thus far was about $400-$There is no projection for future use and hence the program does not have a cash value; it expires only when you stop using it, sell or trade the vehicleYou are entitled to continue using the programThe technician who serviced your vehicle that day and the service manager are no longer working for Marina Mitsubishi and that last repairs when the vehicle was brought back where actually completed at our Dodge Chrysler Jeep Ram storeI have offered what we can, understanding the situationThis was not the first vehicle you have purchased from us and that this is not the standard of service we usually provide.We do appreciate your patronage and look forward to providing you better experience in the futureSincerely, [redacted] ***
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 Regards, [redacted]
Dear Revdex.com, This customer entered into a purchase knowing full well what they were purchasing and the monthly paymentThey returned the next day after signing and driving off the lot excited about the purchase from the day before to say they wanted to return the vehicleUnder NYS law clearly spelled out on the contracts they signed they completed what was necessary to consider there purchase bindingOur Used Car Manager and the salesman went with the customers into a finance office to discussThey quickly came out of the office after her husband assaulted my salesman by chopping his arm that was resting on the deskIf they would like to dispute this; the office has videoAt that point the manager asked them to leaveThey then stormed up to the sales desk where I and one of the owners was standing and started using profanity at the ownerThe owner asked them politely to calm down, lower there voice and stop with the language at which point they did notThe owner then instructed them to leaveThe customer then on there way out slammed the keys and owners manual down and said you can keep the car the deposit and everything to do with this "expletive" deal This customer technically owns the car and will have there credit suffer by having a first payment default on the loan Sincerely, Lucas R [redacted] General Sales Manager Marina Auto Group
The customer was in a payment agreement for the purchase of the vehicleThe vehicle passed inspection and was NYS compliantThe customer was notified that no additional work would be considered or done until she had paid her outstanding balanceWe were willing to go above and beyond to make the customer satisfied but as per the signed contract we were do the balance owedThere is no cooling off period in NYS for vehicle purchases which is stated on the contractsWe will not be refunding for this purchase and are still waiting on the amount owed per the contractOur phone calls are recorded legally because we notify the customers of such in our telephone answering services any other recordings are not legalWe hold the highest respect for our customers and there safety and meet and exceed NYS inspection standards Sincerely, [redacted] *** General Sales Manager Marina Auto Group
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 [We spoke to [redacted] the Chief Operating Officer at Allegiance Administrators (the warranty company) who did not know that the additional investigation done by the [redacted] Toyota dealer diagnosed that the engine needs to be replacedMr [redacted] provided a phone number/email and said to have the Toyota service department submit this information for the warranty company to review Until this new submission is reviewed, and accepted by the warranty company we [redacted] be unable to accept the resolution] Regards, [redacted]
Unfortunately the complaint as explained is incorrect and Marina will not be refunding any fundsThe complaintant has changed his story and description of events several times and has now resorted to asking for two and a half times his original requestThe customer was given every opportunity to not purchase the vehicleWe honored the incorrect price that was posted by over allowing on his tradeHe was told before purchase of this and agreed to purchase anywayThe salesman has never agreed that he asked if it was a rental and has in fact emphaticly denied he ever asked but when being yelled at by the customer over the phone and still denying it he eventually said it could have happened pertaining to one of the other vehicles he looked at to appease the customer and get him off the phoneThe customer then pled to him to say it happened so he could get his $backI have spoken to the customer and his description of events keeps changing and is in accurate because I worked the deal as the ManagerI regret that he now has buyers remorse several days after the fact but Marina stands behind our practices and only conducts business in the most honorable waysIf he would like to trade out of the vehicle I will do my best to get him the highest trade allowance.Sincerely, [redacted] General Sales Manager
Based on the statements just provided this is currently out of Marina Auto Groups hands and between the purchaser, their preferred service facility and the warranty companyI do not see how at this time we have any impact or involvement going forwardThey purchased the vehicle and the extended service contract and we have done our do diligence to stand behind themAs it stands the owner of the vehicle needs to get it to there preferred service facility for them to submit the claim for the new engineIf there is a problem from there [redacted] the manager of the Marina Auto Outlet can assistBut as it stands the resolution at this time is for the owner to get it back to the service facility for them to process the claim, then the service facility to provide the warranty company with the information they need so they can complete the workI do not see how keeping this claim open is at this point on MarinaWe sell the warranties to give added protection to our customers and [redacted] always assist them when necessary in the claims processWe however can not be held responsible for a difference in opinion between one repair facility and anotherAs well the warranty company does have final say in how they [redacted] process a claim and what course of action they [redacted] approve when fixing such workPlease let us know if and how we can be of further assistanceHow ever we are requesting that the claim be closedAny future assistance needed with the warranty company can be had by [redacted] Manager of the Marina Auto OutletSincerely, [redacted] General Sales Manager Marina Dodge Chrysler Jeep Ram
Dear Mrs [redacted] , I do apologize on behalf of Marina Auto Group ( Marina Mitsubishi )While we strive for excellence and policy of fix it right the first time not all diagnostic decisions are easily made on automobiles (machines) with many moving and cross communicating partsBy no means is this an excuse; however fix it right the first time was not achieved with a couple of your service visitsWe have researched your history, and we have performed approximately oil changes since your original purchase and not all of the visits resulted in additional workThe water pump covered under warranty was caught by our technicians during a thorough inspection of the vehicleThe subsequent pulley that needed replaced was not caught or diagnosed as part of the initial issue, and required for the vehicle to be brought back in under warranty as wellAs for the oil change, and tire rotation that one wheel did not end up with adequately tightened lug nuts the technician did make, and errorThe Service Manager mentioned and the most recent technician are no longer with MarinaHowever Marina did cover any and all repairs as a result of itThis resulted in having the vehicle brought back and the lug nuts tightened furtherThe vehicle currently has 60,plus miles and is still enrolled in our complimentary VIP programThis program includes free oil changes and inspections for as long as you own the vehicleUnfortunately this program does not have a cash valueIt is a complimentary customer appreciation / retention programWhile I would love to be able to turn back the clock and make those events not happen it is beyond our controlWhat I can offer is a $500-$additional savings off of the purchase of your next vehicle at Marina Auto GroupThis reply must be presented at the beginning of your next purchase at Marina to be honoredSincerely, [redacted] ***General Sales Manager Marina Auto Group
Mr***,I do understand your frustrationHowever several technicians have looked into to problem with no mechanical explanation for the early wear issue occurringThe manufacture has sent out a rep tech to look at with no explanation mechanicallyThey did replace the first set pads as if they were defective along with the second setThe manufacture was of the opinion that as a wear item for three sets to be defective it is very hard to understand and feel they had extended above and beyond for replacing themI have inquired with my service department who has also inquired with Chrysler if this is a reoccurring issue with the vehicles and it is notWe as the dealerships have done what we can with applying to have item covered under warrantyAs it states in the manufactures warranty breaks are a wear item hence not covered under the Bumper to Bumper Warranty or Power TrainThe Dealership has exhausted it's efforts in warranty options and can now only fix slash replace the worn out breaks at owners expenseWe are very willing to work with you on this but we as the dealership do not have any liability for this wear itemPlease let me know if we can be of any further assistance if you would like to contact Chrysler CorpdirectlySincerely, [redacted] General Manager
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 belowTo Whom it may concern, Obviously MrA [redacted] is continuing to make this a personal issue on his behalf and not a strictly business response Truly I don't have the time for a who said she said disscussion with him I only wanted to state the facts and the grounds of my vehicle having issues that need need to be addressed I'm having a diffic [redacted] time understanding why my driver side window has yet to be addressed within MrA [redacted] reply, possibly because he focused more on falsifying information of me harassing his employees I am willing to have my TPS monitor system fixed once again through Dodge they aldineed to see that my driver side window gets a new motor My vehicle was sent to them with the intention that my driver's side window would be correctly repaired They only put some form of lube on the window track to make it work temporarily Please see that this is permanently fixed I am also asking again to speak directly with another service rep and not MrA [redacted] regarding the services to my vehicle in the future I apologize to MrA [redacted] for his own personal issues that he may be dealing with, with hopes that he can get back to doing what he should be doing Which is providing quality customer serviceRegards, [redacted]
Based on the statements just provided this is currently out of Marina Auto Groups hands and between the purchaser, their preferred service facility and the warranty companyI do not see how at this time we have any impact or involvement going forwardThey purchased the vehicle and the extended service contract and we have done our do diligence to stand behind themAs it stands the owner of the vehicle needs to get it to there preferred service facility for them to submit the claim for the new engineIf there is a problem from there [redacted] the manager of the Marina Auto Outlet can assistBut as it stands the resolution at this time is for the owner to get it back to the service facility for them to process the claim, then the service facility to provide the warranty company with the information they need so they can complete the workI do not see how keeping this claim open is at this point on MarinaWe sell the warranties to give added protection to our customers and [redacted] always assist them when necessary in the claims processWe however can not be held responsible for a difference in opinion between one repair facility and anotherAs well the warranty company does have final say in how they [redacted] process a claim and what course of action they [redacted] approve when fixing such workPlease let us know if and how we can be of further assistanceHow ever we are requesting that the claim be closedAny future assistance needed with the warranty company can be had by [redacted] Manager of the Marina Auto Outlet.Sincerely, [redacted] General Sales Manager Marina Dodge Chrysler Jeep Ram
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 belowWe at Marina understand your issue and complaintHowever we are not the manufacture and this complaint needs to be address directly with Chrysler CorpWe are mediating a request to them for the warranty work but we do not give approval on covered itemsAs well the bumper to bumper warranty offered by the manufacture does not include where items such as tires, brakes, wiper blades etcSpecifically because they are impacted by drivers, there driving habits and properly maintaining the vehicleI am by no means saying that these are factores here but the determination on wether they are is determined by the manufacturer not us at the dealership levelWe have and are pursuing this under warranty but can not gaurantee that they will cover the claimI understand that the problem involves what is considered a wear item and that it is a manufactures warranteeThe complaint I have is that the replacement of the same parts for the same issue for a third time in less than miles leads me to believe there is a mechanical problemThe dealership seems to be more of just a parts changer then technicians trying to diagnose and fix a problemAll I want is to have the problem diagnosed and fixedIf the dealership is happy and content with there so called technicians doing what just about any person with a minimal knowledge in mechanical operations can do then and just change a part without looking into why the same issue keeps accruing in a short span of time, then it says nothing more than the lack of concern for the customers and their safety and poor customer service to the customer Regards, [redacted] ***
We have been attempting to reach out to Mr [redacted] since the first notification of the issue came inWe would like to have them bring it back in so we can take care of the bad coilPlease have them contact the manager [redacted] at our Outlet Store where they purchased the vehicle to make the arrangementsSincerely [redacted] ***General Sales Manager Marina Dodge Chrysler Jeep Ram
Two years ago, a friend and I went into Marina looking for a used car for me My credit was not great, but my friend who was with me had excellent credit They approved him instantly, but would not even allow me to go on the low to establish my own credit history Instead the sales rep and sales manager, tells us to do the loan completely in my friends' name, and I set up the payments to come directly from my checking account and after at least year, if my credit improves, that would be taken into consideration and they would help me trade the car back and get a car loan in my name That was totally falseI paid off over $on my credit report, had accounts removed and opened credit cards, secured cards, starting making payments all in effort to rebuild my credit I had made EVERY single payment on they car they sold to us, directly from checking account However when I went back in to see if they were willing to honor their agreement, they claim it was NOT them, but an indirect firm that was working on behalf of Marina the day my friend and I were there and it was them and NOT anyone directly from Marina who proposed this option Even though that was never made clear to either of us and the sales guy insisted it was the best way to go No accountability, no integrity, nothing from these people
To whom it may concern: Unfortunately this is the first I am hear of the issuesWhile I wish there was more we could do we have assisted with this to the best of the dealerships abilities by fixing things at dealership expenseWe offered at the time of purchase an extended warranty but it was declined by customerThey purchased a Used Jeep Patriot with miles on it back on 03/31/We have done our best to accommodate the customer but the vehicle does not qualify as a lemon law vehicle since that time period expired some time agoThe only other solution I could offer would be for us to try and trade the customer out of the vehicle Sincerely, Lucas *** General Sales Manager Marina Dodge Chrysler Jeep
We do apologize for the inconvenienceUnfortunately the vehicle does not qualify under NYS law as a Lemin Law Buy Back at this timeI have spoken with *** *** the Manager in charge of our Auto Outlet locationHe stated that the vehicles warranty company has agreed to cover the repairPlease
make the appropriate arrangement with the repair facility to make sure this is taken care of as soon as possible.
Sincerely,
*** ***
General Manager
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, my response appears below: My complaint has never been with the sales department of this group, so I am not interested in a response from the Sales ManagerHis information was false, most assuredly a result of the dishonest service staffI will never return to this group and to offer me "$500-$1000" towards my next purchase there is not only ridiculous, but very disrespectfulThe service department put me in direct danger when they let me leave with NOT ONE lugnut tightened on ANY wheel of my vehicleI had to drive more than one and one-half hours over snow covered roads to get homeI did not make itThank goodness I had the experience to stop my vehicle when the wheels started to vibrate so violently! If I did have an accident and was killed or injured, would Mr*** offer my family "$500-$1000" towards my next purchase? I wonder how he would have reacted if his wife was driving home alone on snow covered roads in a car with loosened wheelsI wonder if he would think that was acceptable and could be fixed with "$500-$1000" off his next purchaseWhat a disrespectful, insulting sales tactic response! My only goal now is to alert the public of their dangerous practicesIf a consumer chooses to do business there, I cannot help thatI have done my partI do not want any further insulting correspondance from this establishmentI will pursue my complaint with The New York State Department of Motor Vehicles, as wellRegards, *** ***
After reviewing the information and speaking with the Service Advisor and Service Manager Marina found that we had handled the repair as discussed with the customer at the timeThe customer was fully informed of the necessary work needed to be done to make a full repair with little chance of the issue re-occurringHe chose to proceed with the less expensive optionThe dealership did what was requested by the customerNow after the fact since the problem has returned requests a refundThe dealership will be happy to assist in trying to save some expense on the full repair which was suggestedHowever we are not able to offer a refundSincerely, [redacted] *** General Sales ManagerMarina Dodge Chrysler Jeep Ram
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 I had contacted the sales manager 10/01/and 10/02/leaving messages both timesI have also spoke to the Chrysler representative he called and asked if I wanted to trade in my jeep they would give me a discount on a new Chrysler vehicle but I would probably need to come up with money downSince I traded in a car that had no payments for $14,toward my current Jeep I declinedShe also stated only the dealership can give me my old car back or a refundThe Wrangler was last serviced in the same dealership 10/13/and they had my car for over a week switching out another modulatorRegards, [redacted]
Dear Beth, The owner of the store [redacted] spoke to [redacted] 's fiancé [redacted] ) several days ago to let them know we were researchingHe spoke to [redacted] again today after acquiring the repair history [redacted] had taken the vehicle in for a warranty repair at Binghamton Chrysler Jeep Dodge on Dec 3, Upon the vehicle having a covered warranty claim covered by Chrysler the [redacted] Chrysler Jeep Dodge service recommended a PCV Valve be replaced that was not covered by the warranty that would have cost around $to replace [redacted] at that time decided to take it to another repair facility to do it for half the priceSince the PCV Valve was replaced the engine has since suffered a larger mechanical failure that is now not covered because the manufacture feels that the metal shavings that they are finding in the engine are the result of faulty repair work in replacing of the PCV Valve ***'s conversation with [redacted] ended with [redacted] and [redacted] stating that they had already spoken with the bank and agreed to let them take the vehicle backAs well they have since purchased another vehicle [redacted] has put around 18,miles on the vehicle since its purchase and if we were given a little bit more time or the opportunity to have the vehicle looked at here in our shop we may have been able to get the prior PCV Valve repair and or the most recent claim covered by ChryslerWe do regret her inconvenience but were not given enough time to get involved in the warranty claim processPlease let us know if we can be of any further assistance.Sincerely, [redacted] ***General Sales ManagerMarina Dodge Chrysler Jeep Ram
As previously stated there was no damage caused and we at Marina appreciate your frustration and handled having the vehicle brought back and immediately addressed the issue at our expenseThe VIP program does not have a cash valueThere is nothing to refund and as Mrs [redacted] stated she is now set on just spreading the word of what happened to herWhile I appreciate what she went through we have resolved what needed to be done to her vehicle and have followed through on our VIP program on her vehicle for the last 60,miles of oil changes and inspectionsThe tire rotation was and extra service purchased not included in the VIP programThe rough dollar figure of saving to you using the VIP program thus far was about $400-$There is no projection for future use and hence the program does not have a cash value; it expires only when you stop using it, sell or trade the vehicleYou are entitled to continue using the programThe technician who serviced your vehicle that day and the service manager are no longer working for Marina Mitsubishi and that last repairs when the vehicle was brought back where actually completed at our Dodge Chrysler Jeep Ram storeI have offered what we can, understanding the situationThis was not the first vehicle you have purchased from us and that this is not the standard of service we usually provide.We do appreciate your patronage and look forward to providing you better experience in the futureSincerely, [redacted] ***
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 Regards, [redacted]
Dear Revdex.com, This customer entered into a purchase knowing full well what they were purchasing and the monthly paymentThey returned the next day after signing and driving off the lot excited about the purchase from the day before to say they wanted to return the vehicleUnder NYS law clearly spelled out on the contracts they signed they completed what was necessary to consider there purchase bindingOur Used Car Manager and the salesman went with the customers into a finance office to discussThey quickly came out of the office after her husband assaulted my salesman by chopping his arm that was resting on the deskIf they would like to dispute this; the office has videoAt that point the manager asked them to leaveThey then stormed up to the sales desk where I and one of the owners was standing and started using profanity at the ownerThe owner asked them politely to calm down, lower there voice and stop with the language at which point they did notThe owner then instructed them to leaveThe customer then on there way out slammed the keys and owners manual down and said you can keep the car the deposit and everything to do with this "expletive" deal This customer technically owns the car and will have there credit suffer by having a first payment default on the loan Sincerely, Lucas R [redacted] General Sales Manager Marina Auto Group
The customer was in a payment agreement for the purchase of the vehicleThe vehicle passed inspection and was NYS compliantThe customer was notified that no additional work would be considered or done until she had paid her outstanding balanceWe were willing to go above and beyond to make the customer satisfied but as per the signed contract we were do the balance owedThere is no cooling off period in NYS for vehicle purchases which is stated on the contractsWe will not be refunding for this purchase and are still waiting on the amount owed per the contractOur phone calls are recorded legally because we notify the customers of such in our telephone answering services any other recordings are not legalWe hold the highest respect for our customers and there safety and meet and exceed NYS inspection standards Sincerely, [redacted] *** General Sales Manager Marina Auto Group
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 [We spoke to [redacted] the Chief Operating Officer at Allegiance Administrators (the warranty company) who did not know that the additional investigation done by the [redacted] Toyota dealer diagnosed that the engine needs to be replacedMr [redacted] provided a phone number/email and said to have the Toyota service department submit this information for the warranty company to review Until this new submission is reviewed, and accepted by the warranty company we [redacted] be unable to accept the resolution] Regards, [redacted]
Unfortunately the complaint as explained is incorrect and Marina will not be refunding any fundsThe complaintant has changed his story and description of events several times and has now resorted to asking for two and a half times his original requestThe customer was given every opportunity to not purchase the vehicleWe honored the incorrect price that was posted by over allowing on his tradeHe was told before purchase of this and agreed to purchase anywayThe salesman has never agreed that he asked if it was a rental and has in fact emphaticly denied he ever asked but when being yelled at by the customer over the phone and still denying it he eventually said it could have happened pertaining to one of the other vehicles he looked at to appease the customer and get him off the phoneThe customer then pled to him to say it happened so he could get his $backI have spoken to the customer and his description of events keeps changing and is in accurate because I worked the deal as the ManagerI regret that he now has buyers remorse several days after the fact but Marina stands behind our practices and only conducts business in the most honorable waysIf he would like to trade out of the vehicle I will do my best to get him the highest trade allowance.Sincerely, [redacted] General Sales Manager
Based on the statements just provided this is currently out of Marina Auto Groups hands and between the purchaser, their preferred service facility and the warranty companyI do not see how at this time we have any impact or involvement going forwardThey purchased the vehicle and the extended service contract and we have done our do diligence to stand behind themAs it stands the owner of the vehicle needs to get it to there preferred service facility for them to submit the claim for the new engineIf there is a problem from there [redacted] the manager of the Marina Auto Outlet can assistBut as it stands the resolution at this time is for the owner to get it back to the service facility for them to process the claim, then the service facility to provide the warranty company with the information they need so they can complete the workI do not see how keeping this claim open is at this point on MarinaWe sell the warranties to give added protection to our customers and [redacted] always assist them when necessary in the claims processWe however can not be held responsible for a difference in opinion between one repair facility and anotherAs well the warranty company does have final say in how they [redacted] process a claim and what course of action they [redacted] approve when fixing such workPlease let us know if and how we can be of further assistanceHow ever we are requesting that the claim be closedAny future assistance needed with the warranty company can be had by [redacted] Manager of the Marina Auto OutletSincerely, [redacted] General Sales Manager Marina Dodge Chrysler Jeep Ram
Dear Mrs [redacted] , I do apologize on behalf of Marina Auto Group ( Marina Mitsubishi )While we strive for excellence and policy of fix it right the first time not all diagnostic decisions are easily made on automobiles (machines) with many moving and cross communicating partsBy no means is this an excuse; however fix it right the first time was not achieved with a couple of your service visitsWe have researched your history, and we have performed approximately oil changes since your original purchase and not all of the visits resulted in additional workThe water pump covered under warranty was caught by our technicians during a thorough inspection of the vehicleThe subsequent pulley that needed replaced was not caught or diagnosed as part of the initial issue, and required for the vehicle to be brought back in under warranty as wellAs for the oil change, and tire rotation that one wheel did not end up with adequately tightened lug nuts the technician did make, and errorThe Service Manager mentioned and the most recent technician are no longer with MarinaHowever Marina did cover any and all repairs as a result of itThis resulted in having the vehicle brought back and the lug nuts tightened furtherThe vehicle currently has 60,plus miles and is still enrolled in our complimentary VIP programThis program includes free oil changes and inspections for as long as you own the vehicleUnfortunately this program does not have a cash valueIt is a complimentary customer appreciation / retention programWhile I would love to be able to turn back the clock and make those events not happen it is beyond our controlWhat I can offer is a $500-$additional savings off of the purchase of your next vehicle at Marina Auto GroupThis reply must be presented at the beginning of your next purchase at Marina to be honoredSincerely, [redacted] ***General Sales Manager Marina Auto Group
Mr***,I do understand your frustrationHowever several technicians have looked into to problem with no mechanical explanation for the early wear issue occurringThe manufacture has sent out a rep tech to look at with no explanation mechanicallyThey did replace the first set pads as if they were defective along with the second setThe manufacture was of the opinion that as a wear item for three sets to be defective it is very hard to understand and feel they had extended above and beyond for replacing themI have inquired with my service department who has also inquired with Chrysler if this is a reoccurring issue with the vehicles and it is notWe as the dealerships have done what we can with applying to have item covered under warrantyAs it states in the manufactures warranty breaks are a wear item hence not covered under the Bumper to Bumper Warranty or Power TrainThe Dealership has exhausted it's efforts in warranty options and can now only fix slash replace the worn out breaks at owners expenseWe are very willing to work with you on this but we as the dealership do not have any liability for this wear itemPlease let me know if we can be of any further assistance if you would like to contact Chrysler CorpdirectlySincerely, [redacted] General Manager
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 belowTo Whom it may concern, Obviously MrA [redacted] is continuing to make this a personal issue on his behalf and not a strictly business response Truly I don't have the time for a who said she said disscussion with him I only wanted to state the facts and the grounds of my vehicle having issues that need need to be addressed I'm having a diffic [redacted] time understanding why my driver side window has yet to be addressed within MrA [redacted] reply, possibly because he focused more on falsifying information of me harassing his employees I am willing to have my TPS monitor system fixed once again through Dodge they aldineed to see that my driver side window gets a new motor My vehicle was sent to them with the intention that my driver's side window would be correctly repaired They only put some form of lube on the window track to make it work temporarily Please see that this is permanently fixed I am also asking again to speak directly with another service rep and not MrA [redacted] regarding the services to my vehicle in the future I apologize to MrA [redacted] for his own personal issues that he may be dealing with, with hopes that he can get back to doing what he should be doing Which is providing quality customer serviceRegards, [redacted]
Based on the statements just provided this is currently out of Marina Auto Groups hands and between the purchaser, their preferred service facility and the warranty companyI do not see how at this time we have any impact or involvement going forwardThey purchased the vehicle and the extended service contract and we have done our do diligence to stand behind themAs it stands the owner of the vehicle needs to get it to there preferred service facility for them to submit the claim for the new engineIf there is a problem from there [redacted] the manager of the Marina Auto Outlet can assistBut as it stands the resolution at this time is for the owner to get it back to the service facility for them to process the claim, then the service facility to provide the warranty company with the information they need so they can complete the workI do not see how keeping this claim open is at this point on MarinaWe sell the warranties to give added protection to our customers and [redacted] always assist them when necessary in the claims processWe however can not be held responsible for a difference in opinion between one repair facility and anotherAs well the warranty company does have final say in how they [redacted] process a claim and what course of action they [redacted] approve when fixing such workPlease let us know if and how we can be of further assistanceHow ever we are requesting that the claim be closedAny future assistance needed with the warranty company can be had by [redacted] Manager of the Marina Auto Outlet.Sincerely, [redacted] General Sales Manager Marina Dodge Chrysler Jeep Ram
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 belowWe at Marina understand your issue and complaintHowever we are not the manufacture and this complaint needs to be address directly with Chrysler CorpWe are mediating a request to them for the warranty work but we do not give approval on covered itemsAs well the bumper to bumper warranty offered by the manufacture does not include where items such as tires, brakes, wiper blades etcSpecifically because they are impacted by drivers, there driving habits and properly maintaining the vehicleI am by no means saying that these are factores here but the determination on wether they are is determined by the manufacturer not us at the dealership levelWe have and are pursuing this under warranty but can not gaurantee that they will cover the claimI understand that the problem involves what is considered a wear item and that it is a manufactures warranteeThe complaint I have is that the replacement of the same parts for the same issue for a third time in less than miles leads me to believe there is a mechanical problemThe dealership seems to be more of just a parts changer then technicians trying to diagnose and fix a problemAll I want is to have the problem diagnosed and fixedIf the dealership is happy and content with there so called technicians doing what just about any person with a minimal knowledge in mechanical operations can do then and just change a part without looking into why the same issue keeps accruing in a short span of time, then it says nothing more than the lack of concern for the customers and their safety and poor customer service to the customer Regards, [redacted] ***
We have been attempting to reach out to Mr [redacted] since the first notification of the issue came inWe would like to have them bring it back in so we can take care of the bad coilPlease have them contact the manager [redacted] at our Outlet Store where they purchased the vehicle to make the arrangementsSincerely [redacted] ***General Sales Manager Marina Dodge Chrysler Jeep Ram
Two years ago, a friend and I went into Marina looking for a used car for me My credit was not great, but my friend who was with me had excellent credit They approved him instantly, but would not even allow me to go on the low to establish my own credit history Instead the sales rep and sales manager, tells us to do the loan completely in my friends' name, and I set up the payments to come directly from my checking account and after at least year, if my credit improves, that would be taken into consideration and they would help me trade the car back and get a car loan in my name That was totally falseI paid off over $on my credit report, had accounts removed and opened credit cards, secured cards, starting making payments all in effort to rebuild my credit I had made EVERY single payment on they car they sold to us, directly from checking account However when I went back in to see if they were willing to honor their agreement, they claim it was NOT them, but an indirect firm that was working on behalf of Marina the day my friend and I were there and it was them and NOT anyone directly from Marina who proposed this option Even though that was never made clear to either of us and the sales guy insisted it was the best way to go No accountability, no integrity, nothing from these people
To whom it may concern: Unfortunately this is the first I am hear of the issuesWhile I wish there was more we could do we have assisted with this to the best of the dealerships abilities by fixing things at dealership expenseWe offered at the time of purchase an extended warranty but it was declined by customerThey purchased a Used Jeep Patriot with miles on it back on 03/31/We have done our best to accommodate the customer but the vehicle does not qualify as a lemon law vehicle since that time period expired some time agoThe only other solution I could offer would be for us to try and trade the customer out of the vehicle Sincerely, Lucas *** General Sales Manager Marina Dodge Chrysler Jeep
We do apologize for the inconvenienceUnfortunately the vehicle does not qualify under NYS law as a Lemin Law Buy Back at this timeI have spoken with *** *** the Manager in charge of our Auto Outlet locationHe stated that the vehicles warranty company has agreed to cover the repairPlease
make the appropriate arrangement with the repair facility to make sure this is taken care of as soon as possible.
Sincerely,
*** ***
General Manager
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, my response appears below: My complaint has never been with the sales department of this group, so I am not interested in a response from the Sales ManagerHis information was false, most assuredly a result of the dishonest service staffI will never return to this group and to offer me "$500-$1000" towards my next purchase there is not only ridiculous, but very disrespectfulThe service department put me in direct danger when they let me leave with NOT ONE lugnut tightened on ANY wheel of my vehicleI had to drive more than one and one-half hours over snow covered roads to get homeI did not make itThank goodness I had the experience to stop my vehicle when the wheels started to vibrate so violently! If I did have an accident and was killed or injured, would Mr*** offer my family "$500-$1000" towards my next purchase? I wonder how he would have reacted if his wife was driving home alone on snow covered roads in a car with loosened wheelsI wonder if he would think that was acceptable and could be fixed with "$500-$1000" off his next purchaseWhat a disrespectful, insulting sales tactic response! My only goal now is to alert the public of their dangerous practicesIf a consumer chooses to do business there, I cannot help thatI have done my partI do not want any further insulting correspondance from this establishmentI will pursue my complaint with The New York State Department of Motor Vehicles, as wellRegards, *** ***