North Olmsted Chrysler, Jeep, Dodge, Ram

I have made an attempt to contact [redacted] about the issues that he is having with his vehicle, are product issues.  We would like to see these issues resolved every bit as much as [redacted] would.  The system reset that seems to be happening during cold weather, unfortunately has to be...

duplicated.  There is no way to know the problem without duplication.I hope to hear from [redacted] so we can get his vehicle in and look at his Satellite radio issue as well.  There have been several radio issues and many updates to the radios in our lines.Thank You
[redacted]North Olmsted CJDRVice President

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.
[redacted] <[redacted]s[redacted]@yahoo.com>Mar 20 (2 days ago)to me Complaint Number: [redacted] Mark [redacted]Response to North Olmsted CJDR’s Answer to My Claim    As I said in my initial complaint, my dispute is primarily with the manufacturer’s representation of their protection products and bureaucratic administration regarding claims.    I appreciate Paul H[redacted]’s response but it replies to only part of the situation.    He states that “Each time the vehicle was brought in Mr. [redacted] was provided a loaner vehicle and wasnever charged anything.” I did not have his loaner car for the three weeks my transmission was being repaired—12/21/15-1/13/16.    Regarding charges for the tune-up at Deacon’s, I should have been told any number of times—at purchase or any of the times it was in for service—that a tune-up was needed and the current situation could have been avoided.    On 1/13/16 (the same day I picked up my Jeep from the transmission repair at the North Olmsted dealership), I left a voice message on their phone system informing them I only made it about 40 miles before my vehicle broke down again, with the alarm bell ringing and the check engine light flashing. Since the breakdown occurred in front of Deacon’s and heavy snow was expected (and later actually occurred), I checked on the pos- sibility of getting my Jeep fixed there. I again reached out to North Olmsted CJDR and talked with Marsha several times. Deacon’s service advisor, Joe D[redacted], wanted my vehicle’s records from North Olmsted faxed to him since they were not available on the Chrysler Corporation computer.    While I was waiting at Deacon’s for the Jeep records to be faxed, I called Jeep Customer Care (800-992-1997) and talked to Steve to report this breakdown. He told me he had to hand-write the details of my situation since their computer was down. I was under the impression from my conversation with Steve that the diagnosis and rental car would be covered at any Jeep dealer.    I was still at Deacon’s. Marsha needed permission from her supervisors to fax my records to Deacon’s and eventually got it. At this point Paul H[redacted] got on the phone to me and made his offer to tow my Jeep from Deacon’s to his dealership. I asked H[redacted] and D[redacted] to work out together which agency would do the job. While they were still negotiating on the phone I left Deacon’s to board the departing Enterprise shuttle. I proceeded to rent the Enterprise car 01/14/16-01/19/16—thus the disputed $151.40 charge.    On 1/18/16 about 3:00 pm, I called Jeep Customer Care again and talked to Kyle who said I should use the code D1227 and tell the dealership that was repairing my vehicle and the rental car agency “the CAC agent said ‘this situation fits the matrix,'” which would allow direct billing of the claims to “Dealer Good Will.”    Later neither Deacon’s nor Enterprise would honor this code because it was apparently valid only for the first two owners of the vehicle and it turns out I am the fourth.    In the end, Jeep Customer Care representatives denied my claim for the breakdown incident rectified at Deacon’s because my vehicle was “poorly maintained” despite my “multiple” visits for service. Jeep Customer Care maintained they would not pay for any repairs or rentals resulting from expendable parts like spark plugs.    All my reactions to the above situations were a result of misinformation I received from Chrysler Customer Service—erroneous information primarily since the manufacturers’s computer was down and service representatives gave me incorrect code information.    Reportedly our conversations were recorded, but Jeep Customer Care refuses to take this information into consideration and pay for their mistakes.    Once again I contend the manufacturer should honor the letter and spirit of the warranty and guarantee and pay my claim.

[redacted], I am responding to the complaint by [redacted].  The entire issue with this situation is a result of [redacted] not allowing us to have income cleared upfront. We only had one bank who had given us an approval and it was [redacted]. They did however ask us for proof of...

income. [redacted] is an independent contractor and I did not have a paystub that showed a year to date and taxes coming out. In that case they wanted 2 years tax returns with a schedule C as proof of income. [redacted] had taken a leave from work and did not have that. [redacted] also told her that they would use bank statements but she also did not have that. I was then able to get [redacted] to approve the loan without [redacted] having any income and just using her mom as the only income. The problem there was that her mom’s paystub showed very large deductions which are also taken into account when verifying income. Again I tried to get [redacted] to clear the income upfront but was told that it is their policy that they would NOT clear any income upfront. This puts us as a dealership in a bad spot as we do not want to deliver her the car and then if it does not check out make her bring it back. That is not good for either party involved. I told her we could do all of the paperwork, send in the loan papers and if it clears then they could pick up the car. If it did not clear then we would not be able to help her. She agreed and we did all the loan papers on Thursday 7/23/15. The loan did fund on 7/24/15 and she picked up the car on 7/25/15. [redacted] also keeps referring to the credit score difference. [redacted] had her credit score as 612 and we had a 591. I told her that [redacted] was using their score and not ours and that ours had absolutely no impact to the approval.  [redacted]-Finance Director

Mr. [redacted] brought his vehicle into our dealership multiple times for a transmission shutter.  Each time the vehicle was brought in, Mr. [redacted] was provided a loaner vehicle, and was never charged anything by our store, as repairs that were made were under warranty.  The most recent contact...

that I had with Mr. [redacted], he informed me that he was having trouble yet again.  I offered to have his vehicle towed to our facility and would again provide him with alternate transportation.  He declined that offer preferring to take his vehicle to a dealer that was closer to his home.  I told him that if he were to take it to another dealer and they were to charge him for anything, he would be responsible for those costs.  He stated that he understood my position.  From what I understand, and I am not certain, because repairs were made elsewhere,  He was charged for a tune-up.  A tune-up is considered maintenance and is not a warranty covered procedure.  I have never charged Mr. [redacted] anything for the services that we have provided.  I am not willing to reimburse him any monies that he may have paid to a different repair facility.Thank You,Paul S. H[redacted]North Olmsted Chrysler Jeep Dodge Ram

Yesterday I spoke with [redacted] on the telephone.  She claims that we are refusing to give her copies of the repair orders that she has requested.  This is simply not true.I told her that I had 3 records of visits that she made to our dealership and would provide them to her.  In...

fact the records have been emailed to her already.  She claims that she already has the records and she wants to match them up with what we have.  She is asking for the technician notes.  The technician notes are printed out on the invoices that she has, which are exactly the same as the invoices that I am providing for her.  However she is looking for something more.  What exactly she is looking for, I’m not sure.  What I think she wants is our proprietary information, that are for our records only, those are what I will release under order of subpoena only.At this time I am willing, have emailed, and told her that I would, provide copies of the invoices of the repair orders that we have.She claims that the repair that was made is not working.  This repair was done in December of 2014, we have not been given the opportunity to verify the condition.[redacted]North Olmsted CJDRVice President

Company responded by phone 5/3/16-RWPaul from the company called and said he told consumer if he took it to the other business, that they couldn't help him. The company charged him for basic maintenance.In his 25 years experience, he never heard of Chrysler giving a code for warranty work. They get involved and give authorization. They looked up code and could not find that code.In regards to the rental vehicle, this must have been at another dealership. The time the consumer did not get a rental car was when the company took him to the airport because he was going out of town for a few days.The reason they put so many miles on the vehicle was because they were trying to duplicate the consumer's issue. The company could find no record of putting gas in the vehicle.The company is not sure why he did not get a Car Fax Report.  The company will, as a good faith effort, send the consumer a $25 gas card and the Car Fax Report within the week.

Nothing has been solved yet. The problem not diagnosed with the electronics of the car including the abs brakes have not been diagnosed. And the radio issue hasn't been looked at. I was offered 6 months of sat radio usage , which does not help me for the 1 year I was originally guaranteed either. 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.
Regards,
[redacted]