I spoke with Mr [redacted] at length yesterday about his vehicle I appreciate the opportunity to respond to his concerns Mr [redacted] did infact bring his vehicle in to us 6/25/14, The complaint was "when idling or slow moving there is a pulsating and it is jerky in reverse." We diagnosed the car and found that the plugs were shot (it looked like they may have been the original plugs) We recommended a tune up and fuel system service Mr [redacted] agreed and we did the service The total was $ Mr [redacted] returned on 9/11/14, roughly 1/months later, and stated the "when driving, all is ok until you reach 20-mph There is a chatter and you need to let off the gas and accelerate between 20-mph to feel the chatter." We had two Crysler Certified Techs working on the car The Transfer case was chattering terribly, infact one of my other techs on the other end of the shop could here it We advised replacing the transfer case and were able to locate Mr [redacted] a used one too save him some money The bill that day was $ Mr [redacted] returned on 9/25/saying "The Original Problem still exists" We drove the vehicle and could not initially duplicate the issue We asked Mr [redacted] to ride with the tech and show him what he was referring to According to my tech, when you pulled very agressively there was some feeling in the car We did not find it initially because that is not what we would do to duplicate driving conditins We then took the car back in the shop Applied the brakes all the way and put the vehicle under heavy acceleriation and saw the rear lower control arms flexing and creaking We also noticed play in the rear end of the vehicle under load None of this is unusual in an year old car with 91,miles I know Mr [redacted] is frustrated that he has some issues but again, that is not unusual for the age and miles on his vehicle If you read the first line of his complaint to you he states that he had a "problem of pulsating, chattering, and jerky at low speeds and when acceleration around 20-mph" (multiple issues) I did advise him yesterday that he has other issues do to wear and tear and use We also offered him a GOODWILL discount of 40% on the lower control arms if he wanted to replace them I am very sorry he is having problems but I do not feel we did anything wrong We offered a substantial discount on the work yesterday which he declined and I declined giving him his money back or doing the additional work for free Thank You for you time and attention to this matter Sincerely, [redacted] * [redacted] General Manager
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The answer to my complaint was not exactly trueI was
not told what was being done the first time until I was ready to pay.I said when Idling and slow moving it pulsates Pulsating means jerkyMr *** told me that the mechanic said the transfer case was rattlingThat was not the issue I brought the jeep in forI don't believe the car was road tested after the replacement of transfer caseWhen I drove with the tech we never went out of the parking lot when I showed him the problemI may have moved mphI have talked to other mechanics and let them drive the car and they all said it would not have been a transfer case problemWhen you go to a service department to get repairs you expect them to fix it or if they do something and it was not the solution you shouldn't have to pay for itThey are trying to blame the problem on the cars ageIf you can't fix the problem tell me don't replace everything on the car costing me $and still haven't addressed the problemI didn't go for a tune up the first time and I was never told I was getting a tune upMy problem is still there and I am out $and all they want to do is give me $off the next thing they want to do and it still may not solve the problemI am very upset with them but I feel this is what happens to a year old veteran that is not a mechanic and tries to put there trust in a service department to do what is right
Thank you for your help but I know I am wasting my time complaining about something I can't do anything aboutThe customer is always wrong
Regards,
*** ***
I am writing in response to complaint #*** from *** ***. We do have MS ***'s Jeep Cherokee in our shop with a complaint stating the car will not start with the Start Button but will start with the remote start. When the Jeep came in, it was operating
correctly which I believe MS *** told us. We tried multiple times that day with no luck getting the unit to malfunction. The following day we again tried the switch multiple times with no failure. We have decided that the most likely problem was the wireless control module on the vehicle that sends a signal to the switch. We have ordered the part and it is in today. We have advised MS *** that we will install this part in her vehicle at no cost to her. We are covering the cost of parts and labor. Please note that the failure did not occur while the car was here but this is the most likely issue. We do not believe this failure has anything to do with the Fuel Pump Relay replaced prior. We gave MS *** a Chrysler Limited to drive at no cost. The vehicle will be ready to drive today and we will contact MS *** to let her know when she can pick it up. I hope this takes care of the issue. MS *** advised me that as soon as she got the car back, she was going to trade it in somewhere else. I am sorry she has had some issues and if she decides to keep her Jeep, we will be here is she needs us.I appreciate having this opportunity to respond to the Revdex.com in writing. Sincerely, *** ***General ManagerBilly Craft Chrysler Dodge Jeep Ram
I spoke with Mr. [redacted] at length yesterday about his vehicle. I appreciate the opportunity to respond to his concerns. Mr [redacted] did infact bring his vehicle in to us 6/25/14, The complaint was "when idling or slow moving there is a pulsating and it is jerky in reverse." We diagnosed the car and found that the plugs were shot (it looked like they may have been the original plugs). We recommended a tune up and fuel system service. Mr. [redacted] agreed and we did the service. The total was $342.25.
Mr [redacted] returned on 9/11/14, roughly 2 1/2 months later, and stated the "when driving, all is ok until you reach 20-40 mph. There is a chatter and you need to let off the gas and accelerate between 20-40 mph to feel the chatter." We had two Crysler Certified Techs working on the car. The Transfer case was chattering terribly, infact one of my other techs on the other end of the shop could here it. We advised replacing the transfer case and were able to locate Mr [redacted] a used one too save him some money. The bill that day was $774.00
Mr [redacted] returned on 9/25/14 saying "The Original Problem still exists" We drove the vehicle and could not initially duplicate the issue. We asked Mr [redacted] to ride with the tech and show him what he was referring to. According to my tech, when you pulled very agressively there was some feeling in the car. We did not find it initially because that is not what we would do to duplicate normal driving conditins. We then took the car back in the shop. Applied the brakes all the way and put the vehicle under heavy acceleriation and saw the rear lower control arms flexing and creaking. We also noticed play in the rear end of the vehicle under load. None of this is unusual in an 11 year old car with 91,000 miles
I know Mr [redacted] is frustrated that he has some issues but again, that is not unusual for the age and miles on his vehicle. If you read the first line of his complaint to you he states that he had a "problem of pulsating, chattering, and jerky at low speeds and when acceleration around 20-40 mph" (multiple issues). I did advise him yesterday that he has other issues do to wear and tear and normal use. We also offered him a GOODWILL discount of 40% on the lower control arms if he wanted to replace them.
I am very sorry he is having problems but I do not feel we did anything wrong. We offered a substantial discount on the work yesterday which he declined and I declined giving him his money back or doing the additional work for free.
Thank You for you time and attention to this matter.
I am sorry Mr. [redacted] is not happy. We have done our best to repair his vehicle and I will just refer to the initial response. I suppose there is nothing to gain by saying this but the comment about veterans was not necessary. My Own daughter is a veteran and served two tours in Iraq. I have nothing but repect for the men and women that serve our country.
[redacted]
I spoke with Mr [redacted] at length yesterday about his vehicle I appreciate the opportunity to respond to his concerns Mr [redacted] did infact bring his vehicle in to us 6/25/14, The complaint was "when idling or slow moving there is a pulsating and it is jerky in reverse." We diagnosed the car and found that the plugs were shot (it looked like they may have been the original plugs) We recommended a tune up and fuel system service Mr [redacted] agreed and we did the service The total was $ Mr [redacted] returned on 9/11/14, roughly 1/months later, and stated the "when driving, all is ok until you reach 20-mph There is a chatter and you need to let off the gas and accelerate between 20-mph to feel the chatter." We had two Crysler Certified Techs working on the car The Transfer case was chattering terribly, infact one of my other techs on the other end of the shop could here it We advised replacing the transfer case and were able to locate Mr [redacted] a used one too save him some money The bill that day was $ Mr [redacted] returned on 9/25/saying "The Original Problem still exists" We drove the vehicle and could not initially duplicate the issue We asked Mr [redacted] to ride with the tech and show him what he was referring to According to my tech, when you pulled very agressively there was some feeling in the car We did not find it initially because that is not what we would do to duplicate driving conditins We then took the car back in the shop Applied the brakes all the way and put the vehicle under heavy acceleriation and saw the rear lower control arms flexing and creaking We also noticed play in the rear end of the vehicle under load None of this is unusual in an year old car with 91,miles I know Mr [redacted] is frustrated that he has some issues but again, that is not unusual for the age and miles on his vehicle If you read the first line of his complaint to you he states that he had a "problem of pulsating, chattering, and jerky at low speeds and when acceleration around 20-mph" (multiple issues) I did advise him yesterday that he has other issues do to wear and tear and use We also offered him a GOODWILL discount of 40% on the lower control arms if he wanted to replace them I am very sorry he is having problems but I do not feel we did anything wrong We offered a substantial discount on the work yesterday which he declined and I declined giving him his money back or doing the additional work for free Thank You for you time and attention to this matter Sincerely, [redacted] * [redacted] General Manager
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The answer to my complaint was not exactly trueI was
not told what was being done the first time until I was ready to pay.I said when Idling and slow moving it pulsates Pulsating means jerkyMr *** told me that the mechanic said the transfer case was rattlingThat was not the issue I brought the jeep in forI don't believe the car was road tested after the replacement of transfer caseWhen I drove with the tech we never went out of the parking lot when I showed him the problemI may have moved mphI have talked to other mechanics and let them drive the car and they all said it would not have been a transfer case problemWhen you go to a service department to get repairs you expect them to fix it or if they do something and it was not the solution you shouldn't have to pay for itThey are trying to blame the problem on the cars ageIf you can't fix the problem tell me don't replace everything on the car costing me $and still haven't addressed the problemI didn't go for a tune up the first time and I was never told I was getting a tune upMy problem is still there and I am out $and all they want to do is give me $off the next thing they want to do and it still may not solve the problemI am very upset with them but I feel this is what happens to a year old veteran that is not a mechanic and tries to put there trust in a service department to do what is right
Thank you for your help but I know I am wasting my time complaining about something I can't do anything aboutThe customer is always wrong
Regards,
*** ***
I am writing in response to complaint #*** from *** ***. We do have MS ***'s Jeep Cherokee in our shop with a complaint stating the car will not start with the Start Button but will start with the remote start. When the Jeep came in, it was operating
correctly which I believe MS *** told us. We tried multiple times that day with no luck getting the unit to malfunction. The following day we again tried the switch multiple times with no failure. We have decided that the most likely problem was the wireless control module on the vehicle that sends a signal to the switch. We have ordered the part and it is in today. We have advised MS *** that we will install this part in her vehicle at no cost to her. We are covering the cost of parts and labor. Please note that the failure did not occur while the car was here but this is the most likely issue. We do not believe this failure has anything to do with the Fuel Pump Relay replaced prior. We gave MS *** a Chrysler Limited to drive at no cost. The vehicle will be ready to drive today and we will contact MS *** to let her know when she can pick it up. I hope this takes care of the issue. MS *** advised me that as soon as she got the car back, she was going to trade it in somewhere else. I am sorry she has had some issues and if she decides to keep her Jeep, we will be here is she needs us.I appreciate having this opportunity to respond to the Revdex.com in writing. Sincerely, *** ***General ManagerBilly Craft Chrysler Dodge Jeep Ram
I spoke with Mr. [redacted] at length yesterday about his vehicle. I appreciate the opportunity to respond to his concerns. Mr [redacted] did infact bring his vehicle in to us 6/25/14, The complaint was "when idling or slow moving there is a pulsating and it is jerky in reverse." We diagnosed the car and found that the plugs were shot (it looked like they may have been the original plugs). We recommended a tune up and fuel system service. Mr. [redacted] agreed and we did the service. The total was $342.25.
Mr [redacted] returned on 9/11/14, roughly 2 1/2 months later, and stated the "when driving, all is ok until you reach 20-40 mph. There is a chatter and you need to let off the gas and accelerate between 20-40 mph to feel the chatter." We had two Crysler Certified Techs working on the car. The Transfer case was chattering terribly, infact one of my other techs on the other end of the shop could here it. We advised replacing the transfer case and were able to locate Mr [redacted] a used one too save him some money. The bill that day was $774.00
Mr [redacted] returned on 9/25/14 saying "The Original Problem still exists" We drove the vehicle and could not initially duplicate the issue. We asked Mr [redacted] to ride with the tech and show him what he was referring to. According to my tech, when you pulled very agressively there was some feeling in the car. We did not find it initially because that is not what we would do to duplicate normal driving conditins. We then took the car back in the shop. Applied the brakes all the way and put the vehicle under heavy acceleriation and saw the rear lower control arms flexing and creaking. We also noticed play in the rear end of the vehicle under load. None of this is unusual in an 11 year old car with 91,000 miles
I know Mr [redacted] is frustrated that he has some issues but again, that is not unusual for the age and miles on his vehicle. If you read the first line of his complaint to you he states that he had a "problem of pulsating, chattering, and jerky at low speeds and when acceleration around 20-40 mph" (multiple issues). I did advise him yesterday that he has other issues do to wear and tear and normal use. We also offered him a GOODWILL discount of 40% on the lower control arms if he wanted to replace them.
I am very sorry he is having problems but I do not feel we did anything wrong. We offered a substantial discount on the work yesterday which he declined and I declined giving him his money back or doing the additional work for free.
Thank You for you time and attention to this matter.
Sincerely,
[redacted] *. [redacted]
General Manager
I am sorry Mr. [redacted] is not happy. We have done our best to repair his vehicle and I will just refer to the initial response. I suppose there is nothing to gain by saying this but the comment about veterans was not necessary. My Own daughter is a veteran and served two tours in Iraq. I have nothing but repect for the men and women that serve our country.
[redacted]