National Steamer

We will fix the customer’s seat though we never signed anything saying that we would do so The warranty sticker the customer is referring to is the federal buyers guide and states that any warranty on a vehicle is between the customer and the manufacturer If [redacted] is not 100% satisfied with the warranty that his vehicle qualifies for, we are happy to refund 100% of the warranty purchase price to the bank that financed the warranty Please let me know if I can assist in anything further Thank You, Matt C [redacted] General Manager Gillman Dodge-Ram-Chrysler-Jeep [redacted] [redacted] [redacted]

Dear Mr***, I would like to help you out with your vibration issueOur records show that you have not brought the truck back to us since you purchased itPlease feel free to contact our service department to schedule an appoint for us to look at your carRegards, Yeong ***General ManagerGillman Chrysler, Jeep, Dodge and RAM Tell us why here

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is needed after almost monthsI received my vehicle back almost weeks agoThe panel on the door has fallen off and the mirror switch on the door is now not workingThis dealership has also placed incorrect information on my [redacted] which is causing me to get low ball offers on this vehicleI have been given several offers with the excuse that Gillman has placed that I have incorrect mileage on my [redacted] which appears that I have fraud on my odometerthe dealership offering me $15,for my truck is hardly fair market trade value for this

I have spoken with Mr [redacted] and listened to his concerns and he is appreciative of my call and the fact that we have addressed the issue with his leased vehicle I have offered to provide a complimentary oil change to Mr [redacted] and asked him to call me directly when he is ready to bring his [redacted] in for service.At the present time Mr [redacted] is satisfied with the fact that [redacted] has noted his account and the reason for the delay in posting the payoff amount to his leased vehicle and no further action is necessary We apologize for any delays on our endPeter * [redacted] New Car & Internet Sales DirectorGillman Companies(713) 776-

We sent a copy of the perfected title to [redacted] on sept 18th and they said we would have funds within days Once we receive payment, I will settle with the [redacted] Thank you for your patience.Matt C [redacted] Gillman CJG

This has been an unusual situation and we apologize for the time it has taken to bring to a conclusion The title has been tied up in the state of Texas Department of Motor Vehicles for mistakes that previous dealers had made Please understand we want to get this completed as fast as we can At this point, we walked the proper documentation to the state agency in downtown Houston yesterday As of this writing, they say the status is “submitted.” We will follow up twice a day with the State until we have this completed.We sincerely apologize for any inconvenience this matter has caused.Thank you, John [redacted] General Manager

I would like to set up a meeting with you to review the records I can be reached directly at [redacted] If I am not at my desk please leave a message with your name and phone number and I will call you back as soon as possibleThank you,Yeong ***General ManagerGillman Chrysler, Jeep, Dodge, Ram713.776.4900***@gillmanauto.com

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me thank you for the follow upIt's a comfort to the consummer to have your as guidanceSincerely, [redacted] ***

We are sorry for any confusion regarding this customers car repair The customer decided to trade her vehicle instead of paying for the repair and we are helping her get into another car Thank You, Matt C [redacted] General Manager Gillman Dodge-Ram-Chrysler-Jeep 713-776- direct

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint The flat tire is just the minor issue compared to all other big issues that we had as below:Failed to disclose transmission recall during sale transaction, informed us after days during state inspection workFront axle replacement/repairwrong odometer mileage on recall service/front axle service, wrong notes on tire replacement notes etc Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaintMy vehicle is still not properly repaired The response provided is NOT truthful No one reached out to me There was no free diagnosisALL DIAGNOSIS IS FREE WHEN YOU GET REPAIRS DONE AT THEIR SHOP I put my own battery in because the one currently in the vehicle was brand new and staff at Gillman REFUSED to help me unless I purchased THEIR BATTERY THEY HAVE PROVIDED A SERVICE TIMELINE WITHOUT ACKNOWLEDGING THE POOR CUSTOMER SERVICE GIVEN BY THE GENERAL MANAGER AND SERVICE MANAGER THEY DON'T TREAT THEIR CUSTOMERS WITH RESPECT [Provide details of why you are not satisfied with this resolution.] Regards,

We wanted to recap the timeline on the customers car.1st visit July 1st 2015: We first received Ms***’s Nitro on July 1st 2015, we found that her battery contained a bad cell and was severely dischargedWe recommended that we first replace her defective battery then proceed with continued testing and diagnosis She declined testing and diagnosis and purchased a new battery over the counter from us and replaced it herself We did not charge for testing and diagnosis 2nd visit July 11th 2015: Ms [redacted] returned to our service department because her new battery would not allow her Nitro to crank over and jump starting did not help either After testing we determined her alternator was not charging her battery or her Nitro’s electrical system due to an internal failureWe recommended replacement of her alternator and we also replaced her battery under warranty to which she agreed She picked up her Nitro on July 16th I took the vehicle back and was told I needed $in repairs 3rd visit On Oct 26th Ms [redacted] returned with BAS/ESP & Trac warning lights on, Check Engine warning light on and Throttle Body warning light on During diagnosis and testing we found that her Nitro had been involved in a collision and noted that her steering wheel was considerably off center causing the BAS/ESP & Trac warning lights to illuminate · Oct 28th 1:pm called with a progress update · Oct 29th 4:pm and 4:37pm could not leave a message, voicemail was full · Oct 30th 7:49am voicemail was full · Oct 30th 8:am spoke to Ms***, gave her a detailed estimate, she said that she would call us back and to give her some time We recommended to adjust her steering wheel position/angle while performing a wheel alignment to which she approvedHer Throttle body and Check Engine warning lights were determined to be a defective cam shaft senor and a defective accelerator pedal We recommended replacing both items and also recommended catching up on some needed maintenance, a tune up and fuel injection service · Nov 2nd 7:am left voicemail · Nov 2nd 7:am Ms [redacted] called back and approved her estimate · Nov 4th 11:repairs completed, quality control test driving · Nov 4th 11:left voicemail that her Nitro was ready to be picked up All approved work was completed on November 4th and Ms [redacted] was called same day and made aware that her Nitro was ready to be picked up · Nov 10th 9:am left voicemail reminding her Nitro was finished · Nov 10th 10:am Ms [redacted] called back and said she would be in next week with payment to pick up Nitro They refused to take payments even while the vehicle stayed in their possessionI saved up all the funds to pay for the vehicle in full and picked the vehicle up on 12/3/ · Nov 17th Ms [redacted] stopped in and asked if we would accept a partial payment Company policy prohibits us from accepting partial payments so we offered alternative payment ideas and looked in to trading her Nitro in on a new vehicle A new vehicle purchase would have relieved Ms***’s existing repair bill obligations · Nov 19th Dodge customer service called, returned their callExplained that we cannot accept partial payment due to company policy · Nov 20th updated Dodge customer service rep · Nov 24th spoke to Dodge customer service rep, explained that Ms***’s Nitro has been ready since Nov 4th I drove the vehicle FIVE minutes and the vehicle shut down again in the middle of traffic Ms [redacted] paid and picked up her Nitro on Dec 3th Shortly after picking up she called back and stated “While driving at about – mph, vehicle shut off and stopped like the brakes were applied and she was nearly rear ended When she restarted her Nitro and drove back to our service department the ETC (Electronic Throttle Control) light was flashing When she returned, we immediately checked her Nitro back in to our service department and had a technician analyze all computer systems and test drive for any available informationWe were unable to reproduce her concern that dayThe following morning Dec 4th 2015, our technician and service manager test drove and continued testing to hopefully pinpoint her concernWe could not reproduce her concern but continued multiple test drives in an attempt to repeat the condition I got the vehicle back to the dealership and was told no one was able to help me because the service manager was out on a family emergency and the dealership general manager was not available I left the vehicle there and was told I would receive a callI have not had any contact with staff from GillmanI called the corporate office which also had issue getting in contact with Gillman staff to report my issues Dec 4th 11:41am Service Manager called Ms [redacted] to let her know he was aware of her Nitro and the issue she experienced Dec 4th 12:pm Service Manager test drove her Nitro with the technician, the concern did not occur Dec 4th 5:pm technician reported that after multiple (6) test drives since 12:pm, the issue still had not surfaced Dec 5th service manager called customer and updated her Multiple test drives and concern had still not surfaced Called [redacted] Field Engineer Dec 8th 10:am asked Ms [redacted] for more specific information about when issue happened She reiterated that she was driving at mph on the feeder road and issue showed up min after picking up from usWe test drove all day Monday Dec 7th and again this morning without any occurrence Sending driver on extended test drive Dec 8th Ms [redacted] requested that once we were done today, to call her with results She may pick it up even if we cannot make issue happen Dec 8th 11:returned from test drive with miles, dropped off with miles miles test driven so far without any issue Dec 9th 11:am test drove without any issue Dec 9th customer picked up her Nitro The service manager reached out to Ms [redacted] via phone on occasions after she returned with her Nitro on Dec 3rd 2015.We strive to provide our customers with excellent customer service and hope she is happy with the repairs on her Nitro.Sincerely,Matt [redacted] , General Manager

Ms ***’s car is in the shop
for an airbag recall and repair The Chrysler district service manager is
involvedWe are getting her a loaner car at her request. It is in
process
Thank You,
Matt C***
General Manager
Gillman
Dodge-Ram-Chrysler-Jeep
713-776-4901
direct
214-783-0657
cell
mc***@gillmanauto.com

After getting the FCA engineers out to see the vehicle, they determined the final issue was a crimped wire With the factory’s guidance and our factory-certified technicians, we repaired the vehicle and delivered to the customer. We offered a fair market value offer to buy the vehicle and will honor this price until November 30th, or more miles, whichever comes first. We request that this case be closed due to repairs being completed satisfactory John ***General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
I have had my vehicle in times to your dealership and I have the repairs records to prove itI can provide them to show whomever needs to view it

I spoke to the customer and have resolved the situation.Dear Mrs***,Per our conversation, we will refund the remaining $Thank you for your patience and have a wonderful day.Regards,Yeong W**General ManagerGillman CJD

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meAlthough, I do in fact have the sheet that was signed promising to fix the seat as proof. Will be happy to send Mr. C*** a copy of this if it will satisfy any curiostiyAnd I would most definatly like the warranty refunded in full
Thank You for your assistance

Revdex.com:
This letter is to inform you that Gillman Chrysler/ Jeep/ Dodge has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/9/and assigned ID ***
Sent: Sunday, December 27, 2:PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #*** Attached is the document requested. ThanksCheri ***
Regards,

Please see answers to each of the customers concerns below:No one reached out to me
When
I learned her Nitro had returned (with same concern), I called same or next day
and apologized for her inconvenience and assured her that we would solve her
concern. In all, I called times to either update her or ask additional
questions about when the condition appeared so that we could be successful in
solving it for her
THEY HAVE PROVIDED A SERVICE TIMELINE WITHOUT
ACKNOWLEDGING THE POOR CUSTOMER SERVICE GIVEN BY THE GENERAL MANAGER AND
SERVICE MANAGER THEY DON'T TREAT THEIR CUSTOMERS WITH RESPECTPlease
accept our most sincere apologies, we would never intentionally show you
a lack of respectIt appears that we’ve unintentionally done so, for this we
are sorry
Please consider the following information as an example of the respect we
actually had and continue to have for you and your concernsI became
personally vested in solving your Nitro’s concern and was directly involved in
your Nitro’s re-evaluation, testing and diagnosis. I test drove your
Nitro with and without my technician on more than one occasion. I did so
because I wanted to experience your concern so I could better explain what
actually was happening and what we would do to solve it. Unfortunately,
even after extensive test driving, we were unable to reproduce your concern
My vehicle is still not properly
repaired
We want the same thing that our customer wants, a repaired vehicle. We
extended an open invitation to Ms*** on 12/23/(see call notes below) to
come by and let us experience her concerns so we can solve them
“12/23/
5:37PM ITZEL FROM *** CUSTOMER CARE CALLED AND SAID MS
*** WAS STILL HAVING PROBLEMS WITH VEHICLE SHUTTING OFF-I CALLED CUSTOMER AND
SHE ALSO SAID SHE HEARS RATTLING NOISE WHILE DRIVING AND WOULD BRING IT BACK AFTER
THE HOLIDAYS(Kevin *** spoke to FCA CARE and called Ms***)
There was no free diagnosisALL
DIAGNOSIS IS FREE WHEN YOU GET REPAIRS DONE AT THEIR SHOP
After reviewing each of Ms***’s invoices, I
did not find any charge for diagnosis
The response provided is NOT
truthful.
Based on our
personal memories and repair order notes, everything we’ve stated describes the
events as they occurred
I put my own battery in because the
one currently in the vehicle was brand new and staff at Gillman REFUSED to help
me unless I purchased THEIR BATTERY
A
failed/dead battery can and does cause an alternator to likewise fail. We
stated that the alternator required a good battery before the Nitro could be
driven
Kevin
***
Service
Manager
Gillman
*** Jeep Dodge
713-776-

Revdex.com:
I have reviewed the response
made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Once again, I AM NOT taking less than the WHOLE $3,down payment. We were told from the beginning that we would be getting our $3,down payment back in full from Roy T***. *** already subtracts the $deductible from the settlement payment. Gillman taking another $from our down payment would be us paying the $twice. SO if you are refusing to pay to full $3,please let me know as soon as possible so I can proceed with other actions
Regards,
*** ***