Northwest Chrysler Jeep Dodge Ram

From: Parrish H[redacted] [mailto:ph[redacted]@northwestdodge.com] Sent: Tuesday, March 28, 2017 4:11 PM Dear [redacted],     My name is Parrish H[redacted] with Northwest Dodge, I am the Director of Sales.  I wanted to reach out and apologize for your less than pleasant experience with our service...

department.  I hope that a resolution was reached on the [redacted] that your wife was driving. You and your family's safety will always be our first priority here at Northwest Dodge.  If you are still in need of a vehicle for you or your family  I hope that I could meet yall in person and apologize from the past experience here at our facility.    Respectfully,      Parrish H[redacted]  Director of Sales  Northwest C J D R 832 250 6134

We have no reason to believe [redacted] is lying, and we aren't insinuating such.  But, we aren't lying either.  The vehicle was not dry, as in completely void of oil.  It was simply low.We are sorry that [redacted] experience was not satisfactory.

Good Morning [redacted],We wanted to apologize for the confusion on your warranty that was set up in your contract.  This warranty was never activated and we will be refunding you the full purchase price of $ 2152.00.  What address would  you like for us to send your refund check...

to?     Once again we apologize for this inconvenience with this matter from last year.  Regards,Parrish [redacted]Director of Sales Northwest Chrysler Jeep Dodge RAM832 912 2500

We have spoken with the service department, specifically the technician that worked on the vehicle.  The vehicle came back in 2 quarts of oil low...not empty of oil.  The low oil was due to a defective oil filter seal.  We replaced the oil filter and seal and refilled the vehicle with...

oil.

Its unfortunate that we aren't coming to an agreement on this, but we aren't coming to an agreement on this.  Special offers don't apply retroactively to deals that have already taken place.The General Manager of Northwest Dodge has made the final decision that we will not be issuing $1000 to Mr. [redacted].  However, we will happily take $1000 off any future deals Mr. [redacted] does with us.

Revdex.com:
This letter is to inform you that Northwest Chrysler Jeep Dodge Ram has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/20/2017 and assigned ID [redacted].
Regards,

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.] There were no conditions on the use of the offer. It should have had a a disclaimer and explanation of use which it did not. Northwest Dodge has committed a grave error in retailing by refusing to honor a valid offer.  While I am not surprised at their response, due to the sheer volume of complaints against them on multiple internet forums, this is the same response they give to customers that have warranty issues.  They are your best friend until the deal is done and then screw you with no remorse.As far as the offer to credit me on a future purchase, NW Dodge management must be insane to think I would ever do business with them in the future.  It is my mission and goal to spread the word of NW Dodge of being an untrusted, deceiving, dishonest, unethical business that does not deserve to represent Chrysler Corporation.  The business practice they have exhibited to me and my transaction is one of deceit, deception and typical of "old school" bait and switch tactics use by unethical car dealers in years past.  I now know why NW Dodge is not a Revdex.com Accredited business.  Their management's incompetience and failure to understand the value of a customer and their loyalty is unbelievable.  The credit I expected, asked for and still expect is a tiny price to pay for customer good will and satisfaction.  The damage that will occur as a result of this poor decision will be far greater than they can imagine and far costlier in the long run.A copy of the offer is attached.
Regards,[redacted]

From: Parrish [redacted] [mailto:p[redacted]@northwestdodge.com] Sent: Tuesday, March 28, 2017 7:00 PM   Dear [redacted],   My name is Parrish [redacted] with Northwest Dodge, I am the Director of Sales for our store.   I wanted to apologize for your less than pleasant experience with our...

organization.  We pride our self's  with great customer service before, during and after the sale. It seems that we missed the target on this purchase. If you have time  you can reach out to me and I will review all your paper work and make sure that you did receive everything that was included in your transaction on Dec 26th.    I hope that I can apologize and met with you in person soon, and hope that we could earn your business in the near future with black tie service plus to make up from the past.    Regards   Parrish [redacted]  Director of Sales  Northwest C J D R

From: Parrish [redacted] [mailto:p[redacted]@northwestdodge.com] Sent: Monday, April 24, 2017 9:55 PM Dear [redacted],     My name is Parrish [redacted] with Northwest Dodge, I am the Director of Sales for our store.   I wanted to apologize for your less than pleasant experience with our...

service department.  Not sure why there was some many story's to delay the warranty work to be performed on your [redacted], but that is totally unacceptable unless parts were needed to be ordered to perform your recall.    I would like to speak to you about this matter and to see if we could have another chance to make things right for you.   My contact info is p[redacted]@northwestdodge.com  or [redacted]     Respectfully, Parrish [redacted]  Director of Sales  Northwest C J D R

Mr and MRS [redacted]  we would like to apologize for the unacceptable repair that was done on your bumper.  We pride our self's in customer satisfaction on each and every sale at our dealership.  We invited Mr and Mrs [redacted] back to our dealership to give us another chance to make the repair...

satisfactory.   We completed the repair job on the [redacted] 4runner and upon inspection Mr and Mrs [redacted] picked up there vehicle on Christmas Eve.     We just wanted to say thanks again for your business and your patience with our dealership while we replaced your bumper.  Respectfully,  Parrish [redacted] Director of Sales Northwest Dodge Chrysler Jeep Dodge Ram

The wheel required for Mr. [redacted] Jeep is a -12 offset.The links Mr. [redacted] has provided in his latest response do show his wheel in stock at various suppliers...but only in the +12 offset.  His Jeep needs the -12 offset.Attached is a PDF of the order we placed with a supplier...one of the suppliers Mr. [redacted] linked to...on 12/15/15.  You will see that we have paid for 2 day air so that once the wheel is in stock, we will get priority shipping.  Also attached is an email from the supplier to Matt McBride the Service Manager handling this case, you will see in this email that they state that they do NOT have the -12 offset wheel in stock.To be thorough, we called all the companies that Mr. [redacted] linked and confirmed again that the -12 offset wheel needed for his Jeep is on backorder.  We also called the manufacturer of the wheel and confirmed the same thing.We are being told that the wheel needed for Mr. [redacted] Jeep, with the -12 offset, is not available until late January or early February at the earliest.

We will be contacting the customer on Wednesday, 9-9-15 to review the case and come to a solution.  In this particular instance, we would like to remind the customer that we don't manufacture the vehicles, but we do our best to service them with quality and integrity.  We WILL find a way...

to repair this vehicle to the customer's satisfaction.Matt M[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.  
Whoever is responding to these emails has no right to say I am wrong because all you are getting is feedback from the shop and when I went and asked they had no idea as well what was going on they are just the middle man that passes the responds from the shop. So sadly to say not even the mechanic nor manager spoke to me nor apologize for their mistake. So you don't have a right to say the car had oil if you didn't see it or inspect it yourself. Everyone there was clueless. But I understand they hire negligence people from front to back employees.
[Provide details of why you are not satisfied with this resolution.]
Regards,

[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.

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.]
Regards,
 Northwest Doge claims they gave me options, this is a LIE. not only have I not been given options, I have not even been contacted.Northwest Dodge claims they cant find the rims. Again this is a lie. I have found 5 websites that have the rims available. They are not even trying to look.http://www.discountedwheelwarehouse.com/Custom_Wheels.cfm?pn=Ballistic-Rims...⇄ would like for them to quit giving excuses of why they cant / don't want to do the right thing, and get it done.

Here is a brief summary of the history of the vehicle here at the dealership.When we got the vehicle we checked it for trouble codes.  [redacted]  [redacted]Test drove the vehicle multiple times, unable to verify concern.  Tested harness continuity; passed.  Tested harness resistance; passed.  Tested harness for short to voltage or ground; passed.  Communicated with [redacted] and suggested to replace camshaft sensor.  Replaced sensor.  Communicated with Walter from Chrysler.  Told to perform camshaft connector harness repair.  Test drove vehicle for 60+ miles; no codes or abnormal performance.At this point, we have completed all work suggested by Chrysler and [redacted] (Chrysler's engineering department), and we cannot get the vehicle to repeat the problem.Customer will be called today for pick up.  If the problem repeats, we will of course be eager to help correct the problem.

Good Morning Mr. [redacted] Below is the response from the business regarding your complaint: The [redacted] truck needed multiple repairs including a new particulate filter in the exhaust system. The only repair authorized and completed was the Turbo. That was the only repair their extended...

warranty would cover. When the turbo failed it contaminated the entire exhaust system. The extended warranty did not cover consequential damage. That is why these related components where not covered, this is why the [redacted]’s were responsible for the replacement of the particulate filter. We removed and replaced the turbo using factory repair procedures. The down pipe between the turbo and the particulate filter was not cut in the repair process. All of the oil in the exhaust (from the failed turbo) plugged up the particulate filter causing an exhaust restriction. The turbo is exhaust driven. The combination of the new turbo and the restricted exhaust is the cause of the failed down pipe. Under the added pressure of the new turbo the pipe cracked/split on Ms. [redacted]’s way home from the dealer. It was not making the noise when she picked up the truck.  We explained that the downpipe could be replaced separately from the particulate filter but the same restriction that caused the pipe to fail would still be present. The replacement part for the current leak (part# 68188033) is $1320 plus tax and labor. This part number was given to them to see if they could source it cheaper. This issue was caused by an incomplete repair, not our workmanship. The proper repair was diagnosed, but not fully authorized by the owner of the vehicle. No assistance is due or offered. Marvin S[redacted]Parts & Service Director832 912 2500 ext 2622