National Steamer

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 Gillman DID damaged the stabilizer (the original complaint)We never said the shocks were damagedThe stabilizer was professionally installed The pictures WE submitted were done AFTER it had been under Gillmans servicesThe pictures and videos were taken at the dealership by us before driving off Ironically, we got their inspection review which failed to mentioned the stabilizers, obviously, they were hoping we wouldn't notice The damages done at Gillman DID include cost for replacement part and service We are asking for Gillman to take responsibility of their actions It is very unprofessional that MrC*** is twisting and making up stories to cover up their wrong doing The information he is providing Revdex.com is wrongThe stabilizer was NOT rubbing anything,it is very clear they hit something while my vehicle was under their care My husband did have to pay to get it professionally replaced, since the service agent blew us off and said there was nothing Gillman could do (please refer to original complaint) I don't understand where MrC*** thinks the damages done at Gillman cost us nothing
Regards,
*** ***

Please have the customer provide
receipts for the repairs and I will reimburse those costs. Originally I
understood the customer to say that her husband did the work on the vehicle and
it was currently operational

The customer came in and we entered the incorrect mileage on the odometer The customer left and did not let us know for several months the mileage was incorrect In the mean time he had it inspected with the incorrect mileage We cannot change the mileage without approval from the
state of Texas. We have submitted the correct paperwork to the proper entities and received the approval from the state Chrysler has approved the change and the customer can come back to get the repair completed We will provide a loaner car for the customer at no charge. We sincerely apologize for any inconvenience and want to satisfy our customer.Sincerely, Yeong ***General Manager

[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 up. It's a comfort to the consummer to have your as guidance. Sincerely,[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 complaint.  
[Provide details of why you are not satisfied with this resolution.]
It took over 30 days. Waiting on them to pay a car note
Regards,

This customer has another car now, was provided a rental, has floor mats and the car was filled with gas per their request.  We believe the customer has been taken car of to their satisfaction.Sincerelym,Debi A[redacted]The Gillman Companies

[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 2 months. I received my vehicle back almost 2 weeks ago. The panel on the door has fallen off and the mirror switch on the door is now not working. This dealership has also placed incorrect information on my [redacted] which is causing me to get low ball offers on this vehicle. I 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 odometer. the dealership offering me $15,500.00 for my truck is hardly fair market trade value for this.

We received authorization last
week from Chrysler engineering and completed repairs on the vehicle the next
day.  The customer has picked up the vehicle.
Thank You,
 
Matt C[redacted]
General Manager
Gillman Dodge-Ram-Chrysler-Jeep
713-776-4901    
direct
214-783-0657    
 cell
mc[redacted]@gillmanauto.com

We sent a copy of the perfected
title to [redacted] on sept 18th and they said we would have funds within
7 days.  Once we receive payment, I will settle with the [redacted].  Thank you for your patience.Matt C[redacted]Gillman CJG713.776.4901

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 end. Peter *. [redacted]New Car & Internet Sales DirectorGillman Companies(713) 776-7099

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 2 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]

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
713-776-4901    
direct

We wanted to recap the timeline on the customers car.1st
visit July 1st 2015:    
         We
first received Ms. [redacted]’s Nitro on July 1st 2015, we found that her
battery contained a bad cell and was severely discharged. We...

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 failure. We 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
2015.
I took the vehicle back and was told I needed $1400.00 in repairs.
3rd
visit
        On
Oct 26th 2015 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  1:19 pm called with a progress update
·        
Oct
29th 4:36 pm and 4:37pm could not leave a message, voicemail was
full
·        
Oct
30th 7:49am voicemail was full
·        
Oct
30th 8:00 am spoke to Ms. [redacted], 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 4
wheel alignment to which she approved. Her 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 7:12 am left voicemail
·        
Nov
2nd 7:40 am Ms. [redacted] called back and approved her estimate
·        
Nov
4th 11:01 repairs completed, quality control test driving 
·        
Nov
4th 11:21 left voicemail that her Nitro was ready to be picked up
 
All approved work was completed on November 4th 2015 and Ms. [redacted] was called
same day and made aware that her Nitro was ready to be picked up.  
·        
Nov
10th  9:07 am left voicemail reminding her Nitro was finished
·        
Nov
10th  10:25 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
possession. I saved up all the funds to pay for the vehicle in full and picked
the vehicle up on 12/3/2015.
·        
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. [redacted]’s
existing repair bill obligations.
·        
Nov
19th Dodge customer service called, returned their call. Explained
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. [redacted]’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 2015.  Shortly
after picking up she called back and stated “While driving at about 40 – 45
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 information. We were unable to reproduce her concern
that day. The following morning Dec 4th 2015, our technician and
service manager test drove and continued testing to hopefully pinpoint her
concern. We 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 call. I have
not had any contact with staff from Gillman. I 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 12:18 pm Service Manager test drove her Nitro with the
technician, the concern did not occur
Dec
4th 5:28 pm technician reported that after multiple (6) test drives
since 12:18 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 10:45 am asked Ms. [redacted] for more specific information about
when issue happened.  She reiterated that she was driving at 45 mph on the
feeder road and issue showed up 5 min after picking up from us. We 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 11:24 returned from test drive with 167015 miles, dropped off
with 166963 miles.  52 miles test driven so far without any issue
Dec
9th  11:46 am test drove without any issue
Dec
9th customer picked up her Nitro
The
service manager reached out to Ms. [redacted] via phone on 4 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 Manager713.776.4901

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 possible. Thank you,Yeong [redacted]General ManagerGillman Chrysler, Jeep, Dodge, Ram713.776.4900[redacted]@gillmanauto.com

We apologize that this customer has this perception of holding his vehicle hostage and not responding.  The automobile manufacturer, [redacted] Automobiles "FCA" has been involved with this situation and has asked our dealership to allow them to communicate with the customer. ...

This particular situation and its resolution has been slowed down due to the customer not accepting FCA’s position.   When we have given a direction, the customer has asked us to wait for his decision, which in many cases took several days to a week in order for us to receive any feedback.  FCA has asked that all further communication on this vehicle be directed to them.  We will gladly assist this customer in a timely manner when he and FCA reach a conclusion.  At this time, the resolution is a work in progress and will need further time to complete.   Mr. John [redacted]Chrysler Jeep Dodge General Manager

We have purchased a new tire for customer and apologized for the mishap.  Other than the tire, no other issues with the vehicle has arisen.  We are confident that the vehicle is sound and customer is satisfied. John [redacted]General ManagerGillman CJD Ram

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. My vehicle is still not properly repaired.  The response provided is NOT truthful.  No one reached out to me.   There was no free diagnosis. ALL 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,

Dear Mr. [redacted],  I would like to help you out with your vibration issue. Our records show that you have not brought the truck back to us since you purchased it. Please feel free to contact our service department to schedule an appoint for us to look at your car. Regards, Yeong...

[redacted]General ManagerGillman Chrysler, Jeep, Dodge and RAM  Tell us why here...

Revdex.com:
This letter is to inform you that Gillman Chrysler/ Jeep/ Dodge/ Ram has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/16/2017 and assigned ID [redacted].Sent: Monday, July 03, 2017 12:37 PMSubject: Re: You have a New Message from Revdex.com...

Regarding Complaint #[redacted]The dealership sent me a check about a week ago. They should not have held my money since March 9th though. They did not want to return numerous calls and emails to all levels of finaance and management at that company.So my issue is resolved, but I think people should know that they are dishonest, lying about not having certain color vehicles in stock and repeatedly saying they would look into the problem and return my money but not doing so for so long.