Newark Chrysler Jeep Dodge, Inc.

In response to the complaint received from ** * ***...customer stated that they had a brake concernThe customer stated that the service advisor was rude and unhelpfulThis customer did call the Manager of the department, who did speak with these customers
As a result of the
conversation, the Service Manager did not charge this customer for the repairs that were completed on their vehicle (front and rear brake pads, rear rotors were replaced)The cost of this repair would have been $and as you can see by the attached invoice this customer was charged
$
Customer's desired settlement ..."they should at least discount me for the trouble of not completing the work as promised"..We certainly feel that a $job completed at no charge is a very generous discount, already given
Also as an added note...this advisor is no longer employed with this facilityWe feel that this matter is already resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Theresponse from the business contains statements that are patently untrue. I assume this is from the manager of theservice department. I never said he “didnot know what he was talking about”. Henever said anything about a tune up. What he did say, as I detailed in my original complaint, was that theywere not sure if the correct spark plugs were installed in the vehicle. As I stated in my original complaint, I knewthe spark plugs were correct and declined to have them do anything further in thatregardWith the regards to the statement that the vehicle could not make it toVirginia in that condition, the malfunction, as I stated in my originalcomplaint, occurred as I neared my property in Virginia. It was caused by the intake air hose slippingoff at that timeThis was caused by the negligence of the technician and hisfailure to tighten the clamp that normally holds the air hose in place. It was matter of sheer luck that it did notcome loose earlier and that I was close to my property in Virginia at thattimeAs stated in the original complaint, I was able to bring the vehicle,with great difficulty, to a nearby service center in Virginia, where theydiagnosed the problem as being an improperly attached air hose. They fixed the problem. There was therefore no reason for the servicemanager at the business to look at the vehicle. He asked this one time and has not contacted me in any way since thisone meeting. I certainly did not wantthem anywhere near my vehicle after what they had done

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Please see the forwarded email that I received from corporate claiming falsely that my car is repaired
Please advise
*** *** *** ***
*** *** *** *** ***
*** *** *** *** *** **
*** *** *** *** ***
*** ***
Cc:
Untrue, my Jeep is in NO WAY repaired and someone gave you information
Forwarding this to the Attorney General and Revdex.com who are aware of my situation
As a hearing impaired customer, I have advised several times that I do not leave my voicemail open as hearing a recorded message is extremely difficultFor the past week I have returned every unknown number in hopes of the number being that of ChryslerNone have been
If you give me a direct number I'd be more than happy to call back
Thank you,
*** *** ***
On Jun 23, 5:PM,

We are aware of *** ***'s concerns on her vehicleIn attempting to repair the vehicle we have followed the manufactures guidelines on how we should attempt to fix the vehicleWe did take care of the rental vehicles on each visit and did reimburse ** *** the additional monies she was charged
from the rental companyWe also recommended that she call Chrysler corporate to create a file on her vehicle and her concernsWe also relayed this information to our district service rep from Chrysler corporationIf Chrysler gives us further instructions on other ways to repair the vehicle we certainly will do thatAs far as replacing the vehicle that is a decision that would have to come from Chrysler corporate and not us, the dealerThat is why it is good that ** *** did call Chrysler so that a file was createdAny information Chrysler needs from us we will certainly accommodate if it gets to that pointThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thank you for the quick and detailed response ***When I dropped the vehicle off I specifically instructed the dealer not to leave it running for more than a few minutes as it will overheat while idlingOnce Ibreqched the dealership I was informed by the technician that it was running for atleast minutes while he was trying to diagnose the electrical issue so the battery would not dieThe interesting part of all of this is as I was giving instruction to the service manager *** he was inputting the information into the computer and ehen we finished our conversation he repeated everything back to meBut when I went back after the radiator failure the information dosappearedI am dissatisfied that Nesark Jeep is not taking responsibility.Thank you for your time,*** ***
***
*** ***

On 4/10/this vehicle was brought to the dealer by the used car facility, from which it was purchased customer was complaining that a rear door panel on the driver's side exterior was coming offThis component was replaced under the vehicles factory warranty (the part was ordered and was
received the following day) and released to the used car facility, who drove it off of our lot and returned it to the customer
*** *** called a day or two later to say that she felt that the molding was not perfectly straight and that there was damage on another adjacent molding
As customer goodwill, the dealer replaced both moldings and provided a rental vehicle to *** *** at no cost to her....these repairs were completed on 4/-15/This vehicle was picked up the following day, and on the 18tthe customer called to state that there was a ''ding" on the vehicle that was not there prior to serviceEven though there is a posted sign in the service department that states
"Dealer is not responsible for damage that may occur in the parking lot..." Dealer offered to replace that molding (which was not affiliated with anything that was replaced prior) as good faith, explaining to *** ***, that this was the last time a repair would be made with an associated scratch/ding/dent
On 4/21/14, *** *** came in to have the molding replaced, dealer took pictures of the vehicle noting all scratches ectIn process of repair of the molding, the dealer did damage the windowDealer drove to another dealer who had the glass in stock 2+ hours awayDealer also had a local reputable tint company match the aftermarket tint that the customer installed on the vehicle, and tint the replacement for broken window before returning the vehicle to the customer, again at no cost to *** ***
As for the newly tinted window, we have informed the customer that the tint company does provide a warranty, and gave *** *** the contact information
Dings, dents and scratches can happen anytime in any parking lot Dealer did above and beyond to appease this customer, even though the possibility is great that the dings/scratches" did not happen here
Dealer will not offer any type of refund for the tinting, and since the dealer has already covered the cost of moldings, no other refunds will be issued
If you have any questions, please feel free to contact me...Thank you

We at the dealership are in no way saying that there is not a wobble present in *** ***'s vehicleWe have followed all of Chrysler's guidance and process to attempt to fix the problemUnfortunately at the dealership we have to follow the manufactures guidelines in regards to a warranty repair as it is the manufacture's warranty and not the dealershipThe most recent information we have received from Chrysler is that this wobble is a characteristic of the vehicle with no fix right now*** *** has followed the proper steps and notified Chrysler so there has been a file created on her vehicleUntil we hear anything from Chrysler we have nothing more we can do with the vehicleHopefully Chrysler will contact her back to let her know where they stand and we will certainly follow their guidance at that pointIt ultimately comes down to the issue is in the hands of the manufacture, Chrysler, and not us the dealerThank you

In response to your letter with concerns from *** *** (id #***) Customer's last visit was on 1/8/at which several concerns were addressed and repairedEach time a customer comes to the dealer, the vehicle is checked for software updates to the multiple computerized systems the
vehicle is equipped with On Ms***'s last visit, updates were performed to the PCM (powertrain control module) HVAC (heating/ac system) AMP (radio amplifier) and RFHUB (radio frequency hub flash) Many of the concerns mentioned in this letter, could have been fixed by the flashes, they are released from the factory when an issue is discovered (just like updating a computer) If Ms*** is still having an issue with this vehicle, dealer suggests calling and scheduling a service appointment during Newark Jeep's service hours, Monday - Friday 7:am to 6:pm or Saturday am to pm We would behappy to address any further concernsService Manager has been in contact with Ms***, to see what kind of assistance he can offer.If you have any further questions, please feel free to contact usThank you

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

In response to MsCustomer concerns
Ms.Customer requested to have tires installed, front end alignment , replace a broken wheel sensor , and change the vehicle engine oil on Repair Order# *** on March 1, A broken whee l sensor will make a tire pressure
light illuminate (there are tire pressure senso r on this vehicle) , after replacement of requested items, the vehicle was road tested around our designated road test path, which equals about milesAfter the tire pressure system has been repaired, it can take 20-minutes of continuous driving over mph to reset the light illumination for the systern Customers are always advised of this fact when repairing tire pressure concernsIf this concern still persists,custome r may call and schedule an appointme nt to have this concern addressedMost parts replaced at this dealer have a 1year 12,mile wa rranty against defects
In regards to the damage MsCustomer claims on her vehicle
The vehicle was pulled in and out of our service bay, and driven on the mile test drive, then parked in the dealer parking lot, which does have cameras Service Manager reviewed the recordings and did not see any damage occurA large sign behind our service write up desk states ''..Dealer nor responsible for loss or damage to the vehicle or articles left in the vehicle in case of fire, theft, or any othe r ca use beyond our control"Vehicles are not test driven during inclement weather conditions
In regards to the oil change contract purchased
This contract is purchased thru Mopar Vehicle Protection, once this contract has been used (an oil change completed under the co ntract) the re is no refund availableHowever this contract is honored at ail Chrysler Jeep Dodge dea lers in the United States
We hope this answers any and all questions you may have about the service received, if you need any further information, please feel free to contact meThank you

Mr *** came in NOV 8th to have his vehicle looked at check engine light was on and we had found a fault code for cam sensor fault also customer wanted to have his aid dam under the front facia reattachedWe did reattach and replace his cam sensor at that time also gave him and estimate to fix
his oil leak at the trans solenoid and engine tune with wiresTech did pull one of the spark plugs and looked at them and was determine the vehicle would also need a tune up customer declined tune at that timeBut did authorize solenoid pack which the tech did replaceDid not hear from customer after car was picked upCustomer did show up in my office with a receipt from another repair facility stating he was on his way down to Virginia do some work on his house down and said that the vehicle started to rev high and that we caused damage to his valve cover because he said that the air intake came off and that the clamp was left looseIf this was to happen the vehicle could have not made it the to Virginia as stated by the customer when I told him that in my office he said that I do not know what Iam talking about and that we should give back hi money and pay for other bill from the repair facilityThe customer declined for me to look at the vehicle at that timeI have made every opportunity to look at vehicle but he declinedI have not herd from this customer since nov

[redacted]In response to the customer Mr. [redacted]'s statement. Mr. [redacted] did bring this 2004 Jeep Grand Cherokee to Newark Jeep for service on July 30th. Mr. [redacted]'s complaints were that the passenger side front and rear door windows and locks do not work and customer also requested that dealer...

perform an oil change. Customer did state that they were having a problem with the vehicle overheating but did not want the dealer to diagnose that concern. The service technician started the vehicle, drove thru the parking lot and into the service bay and there was a catastrophic failure of the radiator, which would attribute to the overheating condition. Clearly this was a pre-existing condition prior to this vehicle being brought to Newark Jeep for service, not damage done by the dealer. Dealer did diagnose the problems requested by the customer as an electrical issue, provided Mr. [redacted] with an estimate. Mr. [redacted] declined the repairs. As goodwill to the customer, dealer installed customer provided parts to repair the overheating issue at a discounted rate, and due to the inconvenience of the radiator failure, dealer also discounted the fee for diagnostics on the electrical issue. At this time, no additional discounts will be offered. As far as the contact information, Newark Jeep does not know who provided the incorrect phone number for Mr. [redacted] to contact, all dealers are independently owned, and we have no affiliation with any other Chrysler, Jeep, or Dodge dealer, but dealer information is as follows: Newark Chrysler Jeep Dodge                                     �...⇄ E. Cleveland Avenue                                     ...⇄ De. 19711                                     �...⇄ Service Manager: [redacted]If you have any further questions, please feel free to contact me directly. Thank youSincerely, [redacted]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of what is still happening is below:I just completed my 13th visit to the dealership on February 23, 2016 by dropping off my car the night before and at 3:26 PM picking it up with hopes of repairs on my blue tooth/radio issue AND my acceleration issues that they still have not rectified. 1)  After videotaping my phone issues, and sending the links to [redacted], the service manager, via his email,  [redacted] finally acknowledged them AND also had the same issue happen to his phone when he was testing.  The call stays on the phone, but drops off the bluetooth system of UConnect. [redacted] stated, this is a UConnect issue, not a phone issue and Uconnect needs to fix it.  I have tried to find a troubleshooting personnel with Uconnect, but I am not being allowed to talk to anyone without a case manager with corporate.  The problem exists and happens every single day I use the phone in my car.  This is a safety issue as I am NOT supposed to by law have my phone in my hand.2) The fact that I receive old text messages on my phone from LAST YEAR that are not NEW and showing up on my car system suddenly but not my phone, [redacted], the service manager,  stated that this is my phone's problem and has nothing to do with them. I called Verizon and Verizon does not agree.   This is the response in writing in an email from Verizon when I called on February 25th to direct this issue to Verizon:  Feb 25 (6 days ago)After going through in-depth troubleshooting, we have determined that the issue that you are having with your Uconnect app on your Samsung Galaxy S5 is not an issue with the phone. We have come to this conclusion because this phone can connect to other Bluetooth devices. We have eliminated the phone as the root cause of the problem. The issue is with the Uconnect application itself. As you can see, Verizon states that it is NOT their phone and an issue with the car/UConnect. 3)  The acceleration issue and concern that I discussed with [redacted], he stated that they checked "one spark plug" but not the rest and can't find the problem even though the "software" update showed a misfire months ago AND my ECO light blinks.  I asked [redacted] to check on this and he has not.  I have also videotaped in my car to record the sound/ feel (not that you can feel it in the video) of the acceleration issue AND the high rumbling in my engine that occurs.  [redacted] stated that all flash updates are installed.  I said do you have a flash update designed to find this issue and he could not respond.  I had an independent person, who works in a dealership at another location,  drive my car several times and he too felt the issue.  This issue is NOT resolved.  I even questioned [redacted] on his report that "everything works as designed" statement as he said we can't replicate it, I had a witness with me and he stated it's standard procedure to write this down. 4) To complicate matters further, when I call Chrysler Corporate to try and resolve issues with UConnect I am being told by [redacted]([redacted]), an acting agent for Chrysler on their number, tell me that there is no one to talk to to resolve my issue as my case is closed.  I was told only that my phone is compatible but I am not allowed to talk to a troubleshooting team as there is none since I am seeking legal assistance.  I forward the "closed" case to [redacted], as he stated he was not allowed to work with the ECO blinking light as corporate said he wasn't allowed.  I then forwarded him an email, from corporate, that stated my case was closed since I stopped trying to work on the issue..[redacted]  Vehicle Description: JEEP GRAND CHEROKEE LIMITED 4X4 SPORT UTILITY 4-DRWe have been waiting for you to get your vehicle diagnosed, and at this time your case is being closed as no diagnosis has occurred. I understand that we all lead busy lives, and that your time is valuable. Please know that your case can be reopened at any time in the future. Your satisfaction is our utmost priority. Thank you for being a part of our Jeep family.[redacted]
Sincerely,[redacted]Customer Assistance Center[redacted]Mar 1 (1 day ago)tomeOkay thanks for the info Evidence 2:  Email in regards to ECO light sent and received on March 1st.: Good morning,Please let me know what you found out about the blinking ECO light. I have turned it off per your suggestion and my issue still happens.Secondly, do you gave a number to call for servicing UConnect anywhere ?  I tried calling myself but got no where.Thank you,[redacted]Mar 1 (1 day ago)tomeNo I don't  I have the number you have. I tried to put info in about the blinking econo light and they told me I would need the vehicle here to perform any diagnostic do to the care case being that Chrysler is involved   So, in NO WAY OR FORM are any of the 3 issues concerning my car and the phone system resolved.  I will be scheduling my 14th visit as soon as I, on my own time, gather information and try to prove my issues that someone so blatantly lied about and said all is up to date.  Whoever wrote the reply to my Revdex.com complaint is lying point blank and I have evidence on YouTube and more that I will not publish publicly but keep as evidence to this dealerships neglect and more.
 
Regards,
[redacted]

The vehicle did come to us to check the back window. After checking in our Service manager actually inspected the cracked window to see if it could be a warrantable repair. As a Chrysler dealer representing the warranty on Chrysler's behalf it was our determination that the crack was caused by...

outside influence and not a factory defect. At that point it was not necessary to take pictures to send to Chrysler knowing it would not be covered. Our service manager then recommended to the customer that they might want to go back to the selling dealer as they might be of more assistance to possibly help as they had just sold them the vehicle and might want to help out. If the back window was to be replaced here it would be the responsibility of the customer to pay as we can not warrant the repair due to the damage being due to outside influence. Thank you.

There was a breakdown of communication on our part at the dealership. We have since reached out to the customer and gathered the proper information to process her request. The Gap policy has been cancelled as of January 16th and a check will be sent out to [redacted]. She should receive it in seven to...

ten business days. Sorry for the breakdown but thank you for the feedback so we could quickly resolve the issue.  [redacted]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of what is still happening is below:
I just completed my 13th visit to the dealership on February 23, 2016 by dropping off my car the night before and at 3:26 PM picking it up with hopes of repairs on my blue tooth/radio issue AND my acceleration issues that they still have not rectified.
1)  After videotaping my phone issues, and sending the links to [redacted], the service manager, via his email,  [redacted] finally acknowledged them AND also had the same issue happen to his phone when he was testing.  The call stays on the phone, but drops off the bluetooth system of UConnect. [redacted] stated, this is a UConnect issue, not a phone issue and Uconnect needs to fix it.  I have tried to find a troubleshooting personnel with Uconnect, but I am not being allowed to talk to anyone without a case manager with corporate.  The problem exists and happens every single day I use the phone in my car.  This is a safety issue as I am NOT supposed to by law have my phone in my hand.
2) The fact that I receive old text messages on my phone from LAST YEAR that are not NEW and showing up on my car system suddenly but not my phone, [redacted], the service manager,  stated that this is my phone's problem and has nothing to do with them. I called Verizon and Verizon does not agree.   This is the response in writing in an email from Verizon when I called on February 25th to direct this issue to Verizon:  
Feb 25 (6 days ago)
After going through in-depth troubleshooting, we have determined that the issue that you are having with your Uconnect app on your Samsung Galaxy S5 is not an issue with the phone. We have come to this conclusion because this phone can connect to other Bluetooth devices. We have eliminated the phone as the root cause of the problem. The issue is with the Uconnect application itself.
 
As you can see, Verizon states that it is NOT their phone and an issue with the car/UConnect.
 
3)  The acceleration issue and concern that I discussed with [redacted], he stated that they checked "one spark plug" but not the rest and can't find the problem even though the "software" update showed a misfire months ago AND my ECO light blinks.  I asked [redacted] to check on this and he has not.  I have also videotaped in my car to record the sound/ feel (not that you can feel it in the video) of the acceleration issue AND the high rumbling in my engine that occurs.  [redacted] stated that all flash updates are installed.  I said do you have a flash update designed to find this issue and he could not respond.  I had an independent person, who works in a dealership at another location,  drive my car several times and he too felt the issue.  This issue is NOT resolved.  I even questioned [redacted] on his report that "everything works as designed" statement as he said we can't replicate it, I had a witness with me and he stated it's standard procedure to write this down.
 
4) To complicate matters further, when I call Chrysler Corporate to try and resolve issues with UConnect I am being told by [redacted]), an acting agent for Chrysler on their number, tell me that there is no one to talk to to resolve my issue as my case is closed.  I was told only that my phone is compatible but I am not allowed to talk to a troubleshooting team as there is none since I am seeking legal assistance.  I forward the "closed" case to [redacted], as he stated he was not allowed to work with the ECO blinking light as corporate said he wasn't allowed.  I then forwarded him an email, from corporate, that stated my case was closed since I stopped trying to work on the issue..
[redacted]
 
 
Vehicle Description: JEEP GRAND CHEROKEE LIMITED 4X4 SPORT UTILITY 4-DR
We have been waiting for you to get your vehicle diagnosed, and at this time your case is being closed as no diagnosis has occurred. I understand that we all lead busy lives, and that your time is valuable. Please know that your case can be reopened at any time in the future. Your satisfaction is our utmost priority. Thank you for being a part of our Jeep family.
[redacted]
Sincerely,[redacted]Customer Assistance Center
[redacted]
Mar 1 (1 day ago)
tome
Okay thanks for the info
 
Evidence 2:  Email in regards to ECO light sent and received on March 1st.: 
Good morning,
Please let me know what you found out about the blinking ECO light. I have turned it off per your suggestion and my issue still happens.
Secondly, do you gave a number to call for servicing UConnect anywhere ?  I tried calling myself but got no where.
Thank you,[redacted]
Mar 1 (1 day ago)
tome
No I don't  I have the number you have. I tried to put info in about the blinking econo light and they told me I would need the vehicle here to perform any diagnostic do to the care case being that Chrysler is involved  
 
So, in NO WAY OR FORM are any of the 3 issues concerning my car and the phone system resolved.  I will be scheduling my 14th visit as soon as I, on my own time, gather information and try to prove my issues that someone so blatantly lied about and said all is up to date.  Whoever wrote the reply to my Revdex.com complaint is lying point blank and I have evidence on YouTube and more that I will not publish publicly but keep as evidence to this dealerships neglect and more.
 
Regards,
[redacted]

[redacted]In response to the customer Mr. [redacted]'s statement. Mr. [redacted] did bring this 2004 Jeep Grand Cherokee to Newark Jeep for service on July 30th. Mr. [redacted]'s complaints were that the passenger side front and rear door windows and locks do not work and customer also requested that...

dealer perform an oil change. Customer did state that they were having a problem with the vehicle overheating but did not want the dealer to diagnose that concern. The service technician started the vehicle, drove thru the parking lot and into the service bay and there was a catastrophic failure of the radiator, which would attribute to the overheating condition. Clearly this was a pre-existing condition prior to this vehicle being brought to Newark Jeep for service, not damage done by the dealer. Dealer did diagnose the problems requested by the customer as an electrical issue, provided Mr. [redacted] with an estimate. Mr. [redacted] declined the repairs. As goodwill to the customer, dealer installed customer provided parts to repair the overheating issue at a discounted rate, and due to the inconvenience of the radiator failure, dealer also discounted the fee for diagnostics on the electrical issue. At this time, no additional discounts will be offered. As far as the contact information, Newark Jeep does not know who provided the incorrect phone number for Mr. [redacted] to contact, all dealers are independently owned, and we have no affiliation with any other Chrysler, Jeep, or Dodge dealer, but dealer information is as follows: Newark Chrysler Jeep Dodge                                     �...⇄ E. Cleveland Avenue                                     ...⇄ De. 19711                                     �...⇄ Service Manager: [redacted]If you have any further questions, please feel free to contact me directly. Thank youSincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Thank you for the quick and detailed response [redacted]. When I dropped the vehicle off I specifically instructed the dealer not to leave it running for more than a few minutes as it will overheat while idling. Once Ibreqched the dealership I was informed by the technician that it was running for atleast 10 minutes while he was trying to diagnose the electrical issue so the battery would not die. The interesting part of all of this is as I was giving instruction to the service manager [redacted] he was inputting the information into the computer and ehen we finished our conversation he repeated everything back to me. But when I went back after the radiator failure the information dosappeared. I am dissatisfied that Nesark Jeep is not taking responsibility.Thank you for your time,[redacted]
[redacted]
[redacted]