Moss Bros Chrysler Dodge Jeep Ram San Bernardino

[redacted] was involved a an automobile accident and took her vehicle to Caliber collision to have repairedCaliber Collision ordered The headlight assemblies damaged by accident from Moss Bros and then towed vehicle to our service department to have installed, aligned and programmed once we received the partsChrysler did not have the parts available because they were on a back orderCustomer did contact Chrysler and requested a rental because Chrysler could not give an ETA of when the headlights would be shipped to us to install, They denied assistance because this was not a warranty concern but an accident that was not caused bu the manufacturer Once the headlights were delivered to Moss Bros we installed, aligned and programmedCaliber Collision was notified the next day and then towed the vehicle back to there collision shop to do the rest of the body repairsThe length of the vehicle being in our shop was only do to Chrysler manufacturer not being able to supply the part that Caliber Collision had orderedMoss Bros diligently kept Caliber Collision updated and informed on the progress during the time ***'s van was in our possession because Caliber was the one brought the van to us, Moss Bros had no control over the communication between Caliber and [redacted] on the progressMoss Bros has no control over the time frame in which Chrysler can supply parts and we can only update as information is given to us, [redacted] also mentioned about her Lifetime warranty and there rental provision and because her vehicle was in an accident her warranty only can cover rental on mechanical failure not insurance accident claims

[redacted] , I am very sorry to hear about this ordeal and can assure that there are steps being taken to ensure we do not put anyone else in this positionWe use an outside company for this type of advertising and will let them know about this and it will not happen againIf I may be of any further assistance please do not hesitate to call me at ###-###-#### [redacted] II General Manager

***, we do apologize about the tilt steering column not working properly when the vehicle was returned to you but the recall has to do the airbag which is the horn pad assembly and usually has nothing to do with the tilt mechanism but as you know with older vehicles, that replacing one part could possibly affect something elseI would like to discuss some options that we have arrived at and need you to contact me so we can discuss how this can be taken care ofPlease call me at [redacted] so we can get you taken care of [redacted] General Manager

[redacted] , as you are aware we rely on banks to finance our auto loans and it is their decision on how they will finance an auto loanWe did discount the selling price on the second contract over $dollars lowering your payments and saving you $3, After the discounts that you have already taken advantage of we can not reimburse you the money you requestedIf I can help in any way please do not hesitate to contact me at [redacted] *** [redacted] **General Manager

We have been in contact with the Mr*** and have issued him a refund check on 10/25/The customer is happy at this time

Moss Broshas been working with Mr*** and the items of concernWe have installed his running boards and bed linerThe customer is happy and all matters have been resolved

Service Director Spoke with customer and agrees to refund $Customer accepted this and Moss Bros is sending check to customer address listed in there data base

Initial Business Response /* (1000, 5, 2015/09/21) */
Mr ***, Your Chrysler new came with a year 36,mile power train warrantyChrysler in Jan did give you some assistance when your vehicle had over 96,miles, and at that time you received a year or 100,mile warranty
which ever came firstIt has been years and months since the engine was replacedWe did contact Chrysler on your behave to see if they would help out with your issue againChrysler has turned down any assistance at this timeWe do appreciate that you are a loyal customer here at *** Bros Riverside CJDRPlease contact us at your earliest convenience so we can see what we can do to help with some kind of discounted rate
Initial Consumer Rebuttal /* (3000, 7, 2015/10/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only reason Chrysler decided to give me any type of assistance is because the engine was known to have sludge build upAfter I bought that to their attention than the assistance was renderedMy car has been mis firing since that engine was replace and *** Brothers fixed the problem for the momentSo tell me at what point should a red flag come up and your mechanics realize that it much more wrong with the engine than what is being fixed.This is why I feel *** Brothers should be held fully responsible.Another reason is because every time I brought my car in for repairs that *** Brothers recommended, after the repairs or months later something else happens to the car which cause me out pocket.So at this point it is not about the money,it is about the morality of the Company and the right thing to do.Customer care seems to be *** Brothers last resort.My car has been there for months and very little communication between myself and the service Managers at *** Brothers.No matter what the outcome maybe,I think this car will continue to have major problems because it was poorly built and Chrysler refuse to support it or make the corrective changes that will improve their productOne more disappointed customer

Ruth, Moss Bros can not verify the events that were said the day of the purchase due to the Sales person no longer being here at this timeMoss Bros will as a good will gesture replace the gearing in the transmission to the ratio so you can tow the items that you have brought up in this
matterPlease contact us at *** *** *** so we may get the appointment set up and we will also order parts that need to be installedThanks*** *** **General Manager

*** *** brought her Dodge Avenger in to Moss Bros on Oct 24th with a check engine light onOur technician diagnosed it as a powertrain control moduleOn October 27th *** agreed to replace the powertrain control module and was told it would take to business days for the part to
get hereWhen we received the part from Chrysler it was defective and *** was updated and told that it would take another to business days to get the partThe second powertrain control module came in and we replaced it but after test driving the vehicle the check engine came on again with a different fault code so we called *** and updated with a new diagnosis and repair cost's and at that time she declined the additional workOn Friday November 25th *** called and Spoke to *** *** the service manager and her parents called and spoke to *** *** the service director and Moss Bros agreed to repair the second engine light concern and discount the original repair $as a good will gestureThe vehicle is now fixed and *** will be picking it up on Friday December 2ndIf there are any further questions or concerns please call me at *** *** *** ext ***
*** *** II
General Manager

Moss Bros performed a courteousy brake inspection on ***'s Dodge Challenger on 01/14/and upon visual inspection it was noted that all brake pads and rotors were not requiring immediate attention*** came back in on 01/16/and heard a grinding noise which was not noted on the
original Repair orderMoss Bros performed a more in depth brake inspection and found that the left rear inner brake pad was metal to metal and that the rotor should be replaced if the brake's are done but all the other brake pads and rotors were not in need of immediate attention, Moss Bros recommendation was to replace the left rear brake rotor and the rear brake pad set and because the front brake pads were at 3/32nds it was suggested to replace the front brake pads*** was offered at that time to receive a discount towards her repair and she declinedMoss Bros as a goodwill gesture will issue an in store credit of $because Moss Bros feel's there was no wrong doing on our part and it was not necessary to replace all rotors and pads

Initial Business Response /* (1000, 5, 2015/12/15) */
Contact Name and Title: *** *** II GM
Contact Phone: XXXXXXXXXX
Contact Email: ***@mosssavings.com
***, you spoke to Chrysler about your concern yesterday and they instructed you to drop off your vehicle at *** BrosYou dropped
your vehicle off this morning and we are in process of addressing your concern and verifying your complaintWe would love to get this concern taken care of and if we find that the concern pertains to the K-re-call, we will definitely call Chrysler on your behalf and try to get this taken care of by ChryslerWe will let you know the outcome as soon as it becomes availableIf I can be of assistance please me at XXX XXX XXXX ext***
*** *** General Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dodge agreed to make the repairs under the K-recall

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Please be advised it took months to resolve this issue when dealing with just Miss BrosTHANK YOU Revdex.com, for your involvement

***, we do apologize about the tilt steering column not working properly when the vehicle was returned to you but the recall has to do the airbag which is the horn pad assembly and usually has nothing to do with the tilt mechanism but as you know with older vehicles, that replacing one part could
possibly affect something elseI would like to discuss some options that we have arrived at and need you to contact me so we can discuss how this can be taken care ofPlease call me at *** *** *** *** so we can get you taken care of
*** *** **
General Manager

***, I am very sorry to hear about this ordeal and can assure that there are steps being taken to ensure we do not put anyone else in this positionWe use an outside company for this type of advertising and will let them know about this and it will not happen againIf I may be of any further
assistance please do not hesitate to call me at ###-###-####
*** *** II
General Manager

Moss Bros did work on the 2008 Dodge Nitro in June 2017. In order to replace the failed part we did remove and re-install the horn pad / air bag assembly and the Chrysler repair procedure states to remove the three existing screws from behind the steering wheel. When the failed part was replaced we...

then re-installed the original horn pad/ air bag assembly that we removed following the Chrysler re-install directions with the same parts that were originally removed including the three screws. Because this is an airbag the assembly is mounted on a flat surface of the steering wheel and can not be adjusted or reconfigured as stated in the manufacturers installation procedure.
If Mr. [redacted] would like to come down and we will show him both the removal and install that was performed on his car and he can see that there is no way to remove just the horn pad because it is attached to the air bag and that there are no adjustments that will change the way the horn pad sits on the steering wheel.

[redacted], as you are aware we rely on banks to finance our auto loans and it is their decision on how they will finance an auto loan. We did discount the selling price on the second contract over $3000.00 dollars lowering your payments and saving you $3,500.  After the discounts that...

you have already taken advantage of we can not reimburse you the money you requested. If I can help in any way please do not hesitate to contact me at [redacted]General Manager

[redacted] was involved a an automobile accident and took her vehicle to Caliber collision to have repaired. Caliber Collision ordered The headlight assemblies damaged by accident  from Moss Bros and then towed vehicle to our service department to have installed, aligned and programmed once we...

received the parts. Chrysler did not have the parts available because they were on a back order. Customer did contact Chrysler and requested a rental because Chrysler could not give an ETA of when the headlights would be shipped to us to install, They denied assistance because this was not a warranty concern but an accident that was not caused bu the manufacturer.  Once the headlights were delivered to Moss Bros we installed, aligned and programmed. Caliber Collision was notified the next day and then towed the vehicle back to there collision shop to do the rest of the body repairs. The length of the vehicle being in our shop was only do to Chrysler manufacturer not being able to supply the part that Caliber Collision had ordered. Moss Bros diligently kept Caliber Collision updated and informed on the progress during the time [redacted]'s van was in our possession because Caliber was the one brought the van to us, Moss Bros had no control over the communication between Caliber and [redacted] on the progress. Moss Bros has no control over the time frame in which Chrysler can supply parts and we can only update as information is given to us,. [redacted] also mentioned about her Lifetime warranty and there rental provision and because her vehicle was in an accident her warranty only can cover rental on mechanical failure not insurance accident claims.