Mid-County Chrysler Dodge Jeep Ram

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12175103, and find that this resolution is satisfactory to me Sincerely, [redacted]

Fiat Chrysler Automobiles (FCA) called Mid County and asked us to perform an out-of-warranty brake repair for the owner We agreed and made arrangements to get the vehicle in We performed the brake repair and advised the customer the vehicle was ready for pick-up The customer expressed her dissatisfaction with the car and the dealership in such a manner that we thought it best that she not return We have no record of any visit to our service department prior to FCA asking us to do the repair Mid County made no promise of a loaner car to the customer, and any promises made to her from FCA were not relayed to us We did what FCA asked us to do.FCA has informed us that it has directed the customer to another dealership

Complaint: I am rejecting this response because:That is a blatant lieI was NEVER offered a free service! I would have gladly accepted that and that is not the caseMid County you are more than welcome to make it right becuase we both know that you "offering to pay" for my service is the farthest from the truth that could have happened Sincerely, [redacted]

There is nothing in the original claim that wasn't addressed in my original reply

I called today 02/13/this AM to ***, Assisitant Mgr of Service Dept, and he denies any mechanic using blue RTVI never changed the oil from last mileage when Mid County did the changeMy truck is way overdue at milesI have been busy and work out of town and since September with injuty to my back and unable to personally change oil Fee for oil change was $for 06,Set First INV# [redacted] and plug was changed too fee: $

Honestly, I do not know as I have never personally drained/changed the oilAs of late, some shops offer great prices and it is cheaper to use Firestone, for example, that purchasing oil and supplies from Wal-Mart and DIY Just so it be known, I will have oil changes done elsewhere [redacted]

[redacted] , Finance Director told the customer he would take care of the service he was complaining about having to pay for when he was here The offer is still good, we will gladly pay for the next oil change and tire rotation should he allow us to

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12737434, and find that this resolution is satisfactory to me Sincerely, [redacted]

Mr***, I'm very sorry for the misunderstandingI spoke to my shop foreman, your service advisor and my service manager and want to let you know that we would never recommend something that you didn't needHe didn't tell you the factory recommended it, he told you the technician recommended it
after looking at your vehicleThe owner's manual is very broad and is the same information for everyone who buys that particular vehicle, regardless of where the live or how they drive, so that makes it impossible for it to take many thinks into considerationThings like climate, driving conditions and many other factors could and often times do speed up the timeline on when you should perform certain maintenanceSomething as small as a pothole or obstruction in the road could throw your alignment off, if you continue to drive while out of alignment it will cause extra and unnecessary wear on your tiresAnything we recommend is to keep your vehicle driving and performing better, for longerYou always have the prerogative to turn down the work, whether recommended by the factory or the dealerIt is our responsibility to give you the information and our certified technician's recommendations, it's up to you if you want the work performedIf you would like to visit in any more detail about this please contact my service manager at ***

We did cancel the maintenance policy by mistake along with the other products, and that shouldn't have happened We gave a check to Mr*** for 100% of what he paid for this policy along with 100% of what he paid for all the other polices It even says on the check that the
maintenance policy was part for the cancellation refund, if he had pointed it out then we could have cut him a smaller check and re-instated his policy immediately When he brought the mistake to our attention we offered to pay for the oil change and re-instate his policy, all he would have to do was give us back the money we refunded to him for the policy He would have gotten the same policy plus an extra service that we offered to pay for, so he actually would have received more than he had from the beginnning for the same amount of money He didn't want to pay for the policy, he wanted us to give it to him for free The offer we made him to fix the mistake was already going to cost us $125, it's not fair to ask us to fix the mistake AND to eat $ Mistakes shouldn't be made, and we are always sorry when they happen, but unfortunately they do happen All we can do is fix the mistake and make the customer whole, which we offered to do When you get 100% of your money refunded to you for anything at any business, you don't get the item as well You get the refund instead of the item since you haven't paid any money

*** *** (sales manager) spoke with Mr*** Saturday after we received this complaint He knew when he purchased the vehicle that it had a special 20% off MSRP rebate from the factory so no other rebates could be added If he had chosen the regular rebate plus the $USAA
rebate it would have been thousands less than the $rebate that we used *** reminded him of that on the phone a couple of days ago The issue with the plates was completely our mistake, getting a trade from NC is very uncommon here and my team didn't know what the laws are in that s*** In Texas we are required to remove the plates and destroy them, so that's our process We will gladly reimburse any fees Mr*** incurs in NC, all he needs to do is send us the paid receipt and we will cut a check for him We are sorry he has been inconvenienced.Sincerely,*** ***Managing Partner

Complaint:
I am rejecting this response because:*** *** feels that he has addressed all concerns I feel that he has not Again, the same information given to him solicited a realistic offer from Cowboy Dodge in their mail circular I overheard salesman at the dealership talking about how this offer was going to drag customers in I will drop my complaint if he can show me after the beginning of the promotion a used Dodge Caravan equipped at any level was purchased on trafor $or over I think that is a fair deal in answering whether the advertisement was truthful or fraudulent
Sincerely,
*** ***

Our online pricing pulls to our website from our inventory entry in a different system When you have over vehicles in stock unfortunately sometimes data entry mistakes are made That's why there are disclosures on our website that protect us if a mistake is made, it's right below
the vehicle information at the bottom of the screen It is never our intention to price something online at a price that we can't possibly sell something for, we price far below any other dealer in SE TX and we give our customers a lifetime power train warranty at no cost included in that lowest price To think that a dealer could or would sell a $truck for $because of a data entry mistake made by a lower level administrative employee is simply ridiculous I am sorry the mistake was made, but I am absolutely astonished that you would expect us to sell a $truck for $ If you would like the largest truck inventory to chose from, the lowest price you will find in SE TX and a lifetime warranty at no cost please contact me directly and I will make that happen I will give you a great deal, but I won't lose $to sell you a truck. *** ***Managing PartnerMid County CDJR***

I spoke with Mr*** this morning He told me he would come by tomorrow or Saturday to visit with me about a new vehicle *** ***

First, we apologize to for any and all inconvenience our customer has experienced related to the repairs on his vehicle. There were multiple delays involved related to scheduling issues, seeking technical advice from Fiat Chrysler for diagnostic purposes, parts requisition and shipping issues,
as well as delays caused by the customer during the diagnostic process once it was discovered that the primary cause of failure was not a mechanical or warranty issue, but instead a problem with incorrect fuel being used in his vehicle. These delays compounded to create a longer repair process than Mid County Chrysler Dodge Jeep Ram would have preferred and certainly longer than our customer was expecting. Since these delays can be very inconvenient, the dealership provided alternate transportation for the duration of the repair, absorbing these rental costs for both a car and later for a pitruck more similar to what the customer was used to driving. None of these costs were passed on to the customer. The vehicle arrived at the dealership on 11/with a delayed start/hesitation condition. We began diagnosis on 11/and duplicated the customer's concern and also noted a rough drive-ability issue that was related/associated with the rough start. As well the technician found diagnostic trouble code, "P026D-Fuel Injection Quantity Higher Than Expected." This DTC is indicative of a fuel quality issue. On 11/we communicated our initial findings to FCA (Fiat Chrysler Automobiles) Technical Assistance. We received answer late that afternoon. Unfortunately the technician was out on 11/and was unable to resume testing till 11/06. This delay was communicated to the customer. During the course of this testing as proscribed by FCA, it was discovered that something other than diesel fuel had been introduced into the fuel system. This contamination was judged to be either gasoline or ethanol E-fuel by the strong fumes and the fact that it would melt polystyrene, which diesel fuel will not do. The service advisor called the customer with the diagnosis of fuel contamination and an estimate to repair since this was no longer a warrantable repair. The customer refused to believe this diagnosis. It took until the following week before the customer accepted responsibility for the repair, finally giving authorization to the service manager during a phone conversation. The dealership then began the repairs per the estimate. At this time the technician also discovered a very small fuel leak at a fuel return line. There was no clear indication of whether or not this leak was related to the fuel contamination, though possible. However, the service manager made the determination to cover this leak under the manufacturer's warranty as it did not cause the difficulty in starting, though symptomatic of ethanol contamination, to mitigate additional financial responsibility for the customer. This fuel line was ordered as listed in the FCA parts catalogue as a return line. This part was being shipped out of the national depot and would therefore take multiple days to arrive. This was communicated to the customer. Once this part arrived, it was found that it was not the correct fuel line and possibly could have been specified incorrectly. There were in fact two fuel return lines listed in the catalogue and both the technician and parts persons were involved in the decision which one to order. Again, this issue was communicated to the customer.At this point both the service and parts managers became involved and expedited the shipment of the correct part. The service manager himself communicated these issues to the customer and also sent an email to him as follows: "Good morning, MrXXXXXX. The part that we expedited is scheduled to arrive tomorrow, November 19th. It appears FCA was unable to overnight that line, but it is coming 2nd day air. I have attached the order status sheet. Thank you for your patience. I hope that truck is working better for you than that dang VW."This last sentence of this email communication is in reference to when we switched the customer from a car to a truck. Finally, when the package arrived that was to contain the fuel line the dealership needed to complete our customer's repair, it was found that the box was empty, though there was a slit in the corner area of the box where the line could have slipped out. Again this was communicated to the customer by the service manager on the evening of 11/19. The customer was then sent an email in response to a voice mail on 11/20. It was as follows:"MrXXXXXX, I have been in meetings most of the day. As we discussed last evening, the box that came from the depot came in empty. We immediately re-ordered that part. Then we called UPS to alert them to be on the lookout for the part that fell out of the box. We then called UPS again this morning to see if they had found anything. They informed us they had found a hose/line and would bring it by to show us to see if it was in fact the part we were looking for. They did bring that part by this afternoon and unfortunately it wasn't our part. We then called the Milwaukee depot that we had re-ordered the hose from and re-iterated the urgency or our situation. They expedited the order and we are expecting it to arrive on Monday. Again, I apologize for all that has happened in regards to your service visit."All of the above is factually accurate. The customer's response was as follows: "I am to really believe that" It is unfortunate that the dealership doesn't have complete control of every aspect of the shipping process, both for the dealership and the customer. We can only communicate accurately as the process moves forward all of the factual details as they occur. Which we did.The correct part did finally arrive on 11/23. We completed repairs on that same day and the customer picked up his vehicle on 11/24. These situations are always difficult. It is the desire of Mid County Chrysler Dodge Jeep Ram to always provide the upmost in service to our customers. It serves no one involved for us to obfuscate with untruths. We want all our customers to have the best experience possible and therefore when things don't go as planned as in this case, we get as much management as possible behind a solution. Again, for all of these issues whether or not they were within the control of our dealership, we apologize

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11961861, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

There is nothing in the original claim that wasn't addressed in my original reply.

In response to the complaint by [redacted]:Chronology:03/08/2013 -- Vehicle brought into Allen Samuel's Dodge with 74569 miles for and oil and filter change.  (See attached .pdf)09/06/2013 -- Vehicle brought into Mid County CDJR (Formerly Allen Samuel's) for an oil and filter change.  At that time the drain plug was replaced, though no note on the ticket as to why.  (See attached .pdf)02/12/2015 -- Complaint FiledTo wit: 1.   Customer has not been in to Mid County CDJR service department in approximately one and a half years.  Oil change intervals are traditionally 3 to 6 months apart, leading to the likelihood that the vehicle has been elsewhere for service in the intervening time frame.  2.  Customer indicates that a blue "Permatex" type sealant is visible on the drain plug area.  Mid County does not now, nor has it ever used any type of sealant on drain plugs.  This substance is more likely a marking fluid commonly used by Walmart or and aftermarket service centers.  This marking fluid hardens and these service centers can see if the drain plug has been tampered with following a service.  This also would seem to indicate that the vehicle has been serviced elsewhere in the intervening time frame.3.  Customer indicates he has doubts as to whether the drain plug was replaced due to the lack of a copper gasket and the blue sealant.  (See above for blue sealant issue.)  As to the whether the drain plug was replaced, we can only go by the fact that it is on the invoice.  Or system is designed such that a technician may not draw a part from the parts department unless it is on the ticket, thus no reason for it to be there without having been installed on the truck.  As to a copper gasket, this drain plug (part number 6506100AA for which I have attached a picture) does not used a gasket other than the ribbed rubber that is made onto the drain plug.We are willing to take a look at the vehicle, but due to the long time frame since the last time it was serviced at our dealership and the presence of a marking fluid which we do not use, it seems very likely that the issue was caused at another servicing center in the intervening time frame.  Again, we will be more than happy to take a look and advise customer based on that inspection.[redacted] D. [redacted]Service Director

I called today 02/13/2015 this AM to [redacted], Assisitant Mgr of Service Dept, and he denies any mechanic using blue RTV. I never changed the oil from last mileage 77830 when Mid County did the change. My truck is way overdue at 87068 miles. I have been busy and work out of town and since September...

with injuty to my back and unable to personally change oil.
Fee for oil change was $35.19 for 06,Set 13
First INV# [redacted] and plug was changed too fee: $24.85

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11868885, and find that this resolution is satisfactory to me.
I believe this is an isolated incident where the customer just fell between the cracks...it happens.  Please DO NOT let this effect their business rating.
Sincerely,
[redacted]