Northwest Hills Chrysler Jeep Dodge Ram

[redacted] ***I am very sorry to learn that you are having trouble with your [redacted] and the repairs that were done at our dealership The reimbursement that we committed to you was sent, and hopefully by now you have received That check was dated February 15.As for the parts used on your vehicle for the repair, [redacted] does update parts and part numbers The parts that we used were chosen because of the extensive back-order at the time for the newer part number...and [redacted] has authorized the parts that we used as an appropriate and valid operation This repair is a fairly common one, and we have never had any quality issues with the use of either part We stand behind our work, and I'm sorry that you did not feel comfortable giving us the opportunity to do that for you this time around While we strive to repair each vehicle properly the first time around, occasionally, either through error or other circumstances we come up short I'm sorry that it happened with your vehicle.Best regards, [redacted]

[redacted] has had multiple complaints about her [redacted] since her purchaseWe have tried our best to accommodate [redacted] and rectify her issuesWe have performed all necessary repairs and found the vehicle to be operating to the manufactures specifications at this time*** [redacted] was still unhappy and had lost confidence in her vehicleWhen then lobbied on her behalf to [redacted] for a buy back [redacted] had agreed to offer [redacted] a buy back optionWe proceeded to have [redacted] pick out a vehicle which we purchased from another dealershipWe submitted the information to [redacted] so they could present [redacted] with a buyback offerUnfortunately [redacted] changed her mind and no longer wished to proceed with the [redacted] as a replacement vehicleDuring the weeks of ongoing repairs and selecting a replacement vehicle [redacted] was in our loaner vehicleOnce she declined to follow through with the [redacted] Buy back we asked that she return our car and pick up her vehicleThis became a problem for [redacted] She came to the dealership and conducted herself in an unreasonable fashion to the point that the Managers at the store felt they needed to call the policeAt this time we feel that we have done our very best to try to meet [redacted] expectations and have fallen shortWe had even given her goodwill adjustment earlier in the process to demonstrate our intention of achieving her satisfactionWe have continued to fall short and feel that we will never achieve her satisfactionThis combined with her unreasonable actions in our showroom, we will be unable to assist herIn regards to her dealings with [redacted] and a potential buy back [redacted] guidelines dictate that if [redacted] has involved an Attorney to assist with her vehicle issues then the buy back will not be an available optionIf [redacted] were to contact [redacted] on her own and confirm that there is no Attorney involved then the [redacted] buy back may still be an optionI should mention that I do not speak for [redacted] but that is my understanding and experience with the processif in fact [redacted] agrees to proceed with the buy back, they would find another dealer to facilitate the transaction.We have always done whatever it takes, within reason, to achieve a customer's satisfactionWe have been in business for many years and have never felt the need to contact the police due to a customer's behaviorNorthwest Hills regrets that we were unable to arrive at an agreeable conclusionSincerely,Sean MS [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 To whom it may concern, Since my filing this complaint, Northwest Hills dealership has contacted me and is working on rectifying the problemI would like to cancel this complaint [redacted]

Complaint: [redacted] I am rejecting this response because: to whom it my concern I feel that I should be given the NADA value $in rough codiction .minus the they gave methis should be plus the for the oil change of the vechile in total do to in spection of the vechile at time of service for I could not drive vechile and had to purchase another thank you k [redacted]

In regaurds to claim northwest hills has worked with me to resolve some issues and reimbured me for oil change looked new jeep over and fixed the issues with paint tires and brakesalso where very friendly and helpful this doesnt replace my truck but the vechile is really nice .still waiting on touch up paint thank you northwest hills thank you [redacted]

Complaint: [redacted] I am rejecting this response because:While you are correct that I will not be returning as a customer, this will not be closed until I hear back from [redacted] on their decision Sincerely, [redacted] ***

*** *** I have reviewed your complaint and discussed it with my team....both in service and sales. First of all, I'm sorry that your *** came into the condition that it did and that it needed so much work to make it safe for the roadI see your point about the oil change....and why we would change the oil on a car that wasn't safe for the road. The simple answer is that we did it prior to making that determination. When you look back on the situation, it would appear that it doesn't make much sense. I am willing to refund the money that you paid for the oil change, especially in light of the fact that you purchased a replacement car from our dealership. The recall is a item that the manufacturers want us to complete....even with a vehicle in this condition. This is an important safety recall, as required by federal law....and the expense is covered by the manufacturer. With regards to your negative equity: the value of the *** versus the loan balance, we have no control over that difference. That is a matter between you and your bank. I'm sorry though that you found yourself in this situation.Sincerely, *** ***

*** ***I am very sorry to learn that you are having trouble with your *** and the repairs that were done at our dealership. The reimbursement that we committed to you was sent, and hopefully by now you have received. That check was dated February 15.As for the parts used on your vehicle for the repair, *** does update parts and part numbers. The parts that we used were chosen because of the extensive back-order at the time for the newer part number...and *** has authorized the parts that we used as an appropriate and valid operation. This repair is a fairly common one, and we have never had any quality issues with the use of either part. We stand behind our work, and I'm sorry that you did not feel comfortable giving us the opportunity to do that for you this time around. While we strive to repair each vehicle properly the first time around, occasionally, either through error or other circumstances we come up short. I'm sorry that it happened with your vehicle.Best regards,*** ***

Complaint: ***
I am rejecting this response because:MrSean S***, albeit, is one of the owners,is not the primary person I have dealt with throughout this process and can not speak to the numerous issues or contacts I have had with his brother, or others at the dealershipTo speak of the on going issues with my *** *** I reported issues with spots on a back seat that needed to be replaced when it was purchased, the front driver seat moved and needed to be replaced twice and continues to be a problemThe steering wheel had a ding and was shifted to the right and was replaced twice and yet the car still pulls to the right despite the car being reportedly alignedThe car shakes on the highway and the axel's joints and rods have been checked and nothing has been replacedThey reported it could be hard spots on the tires and the only way to "fix" that is to actually replace the tires and that has not be tries to see if that would fix itThere has been several *** bought back due to the same shacking issuesState law dictates that reasonable attempts or days in service and a vehicle meets lemon lawthis vehicle has meet that by being there over timesI have picked it up and it is shaking on side roads now and continues to be unsafeUpon picking the vehicle up the passenger side step was no longer properly attached and had been at the dealership for over weeks. On top of the issues that are not able to be fixed, the dealership lacked communication or the ability to appropriately document the work needed to be done when I purchased the SUV and this included the Titanium package and I cold not get a straight answer on whether or not it was put on, eventually months after I purchased the car they pit in on the exterior and interiorThe entertainment system was supposed to be installed on the first visit as well and took a 2nd visit, the seat did not get looked at even though I reported in on the first visit until the second visit and then replaced. The dealership, MrKevin S***, reported that he spoke with *** and they issued a buy back in February due to the on going issues that could not be rectified and solved by the service departmentThey agreed that since they were safety issues they would keep me and may family in a loaner due to thatThen this past Friday reported the vehicle is now no longer a safety issues as I do not want to move forward with what they identified as a buy out car and what to look at ** options, which what ** has said I should have been allowed to doAt the point I was told I was eligible for a buy back, Kevin wanted an answer for a vehicle on the spotI let him know I was not totally comfortable going into the same car and I wanted options, he stated it was easier to go into the same carHe told me they needed to move forward and I needed to come in the next day and would have *** optionsI had wanted to test drive different cars and see what my options were through **I had to go into a crisis for the work I do and I felt pressured to give an answerI then got to the dealership and was given a piece of paper with specs of a car and said this is what we will getI asked if there was other options, they said well we do not really knowThen on Monday I was asked for an answerI did originally agree, however, after consideration of not being given options around the carI emailed the dealership and stated I would like to look at another vehicle as I was not comfortable going into another ***, especially one I had not test drove or seenI did not heard from them, they emailed me asking what I wanted, I stated I was not sure. That next day I was out in the community for work but emailed, the next day I attempted to call the contact person who was not there, the next day a Friday, he called me and stated they would not move forward with the buy back and I needed to get my car and it was up to me to deal with *** to figure it out. I asked to talk with Kevin and Brian, the manager stated he was speaking for him, he stated they will no longer work with me, they did not care what the issues were and I needed to return the carI expressed my concern around the safety issue they agreed were a problem and why they were going through the buy back and he replied he did not know what I was talking about and stated bring the car back or I will call the copsThen hung up the phoneThat evening I sent an email expressing concern about the ongoing issues and asked them to relook at the issues with the car if I would need to take it and drive it while I worked things out with ***, Brian stated that the were not wiling to look at my car ever again and I needed to find a different dealershipMy car was no longer their problem. That if I did not bring back the loaner car that they agreed for me to have throughout the buyback process they would involve authoritiesAt that point I got advisement from my attorney who had bee cc'ed on all correspondence for month spoke up and reminded the dealership that they had agreed tp the buy back and if they did not follow through with the agreement they would be in violation of a contract and we would potentially be able to move forward with a civil action suitAt which point an email was sent at 1033am by Sean S*** which stated that NW Hills would in fact be willing participate in the buy back and her would have the team at North West Hills work with meHowever, when I went there after 2pm on that same Saturday to talk with them about my comfort level about driving my car and options for a buy back they stated it was not an option, Brian and Steve dragged me out side and proceeded to take turns yelling at me about how they would not call the owner, they were acting on there behave, my SUV's issues was not their problem, I begged them in tears to come for a ride, and that as a mother putting my children is something is not something they can ask me to do and could the "Please call the owner as they agreed to move forward" At that point they ran insideI followed and asked them to show me were my car was as I had no clue were to even goAn hour and a half latter I got a call from the Torrington police looking for my husband NOT myself about the incidentTo me they had a plan to call the police that day regardless of what we decided to doAccording to Sean's email the dealership was willing to move forward yet when I asked his staff to check with him, they refused and called the police on meIf I did not show up and wait for Sean to potentially follow up with his staff they would have called the police on us. In my very first conversation about the buy back I was told I did not have to deal with them anymore, however, *** does want the dealership of origin to work with the buyer to resolve the issuesIt is my belief that they have attempted everything so they do not have to deal with usI emailed Sean Saturday afternoon and explained what happened and he stated he would follow up with me on Monday, Monday came and he stated he was "out of the office" and he was not sure if he "really wanted to work with us because we gave him a "bad review"Then Tuesday he sent an email that he is refusing to work with us all together againHowever, the report they gave to *** is that we obtained an attorney not that they called the policeAnyone attempting to make a bad situation good would have: shown us options offered to let us keep the car through Monday until a Owner could have been contacted discussed what it was that I had reservations around and helped to resolve any of them.I have only seen the Owners point fingers at me and what I have done and not take responsibility for the actions of their staff and themselvesIn all the years of working in public agency's this does not happen, self reflection and acknowledgement is criticalI do not think that they have gone above and beyond in anyway.This team of staff has been rude, disrespectful to myself, my time, and my workThey do not value my families safety or the safety of the publicI have had to put my children in an unsafe car, drive hours putting myself and those around me at risk because per their report the car is "fine"At this point the car is so unsafe to drive on the highway with the sidestep, my mother has swapped out her car, as she works less than a mile from our house so I can take a safe car to workI have copied and pasted the email that Sean sent to my attorney and I attempted to communicate to the team at NW Hills who instead of being willing to hear me out, threated to call the police and clearly did when I left as they did not come to the dealership when I was theirFrom: Sean S*** ***Date: March 19, at 10:30:AM EDTTo: '*** *** ***Subject: RE: Northwest Hills- Acadia SelectionVincentWe had every intention of facilitating the buy back for *** ***Unfortunately *** *** decided she didn’t want the vehicle she had selected.We would be happy to facilitate the buy back if she would be willing to select a ** product and follow through with the processWe are a small business and can’t afford to purchase products and bring into inventory only to have your client change her mindIf she is unwilling to proceed with the buy back in a timely fashion, we request she return our vehicle and drive her own vehicle as it is currently operating to the manufacture’s specifications. Please let me know how she would like to proceed.
At this point I am not comfortable with working with this dealership, I would like them to work with their regional ** rep to work with the dealership we have identified to move the buy back process forward, as we have found a dealership willing to work with usSincerely,
*** ***

We apologize for any inconvenience to the customer
We have made arrangements directly with the customer, to
have the truck picked the services done and returned to by our staff
We are in direct contact with the customer and are resolving
this issue directly

To whom it may concern:As auto dealers and other retailer often do, Northwest Hills Chrysler Jeep, LLC engaged in a direct-mail advertising campaign. We contracted with a company to provide us the list, the marketing piece, and handle the postage and delivery of the mail piece for this
campaign. I have attached a letter from the company that handled the promotion offering an explanation for how Mr*** made it on to the list.Strategic Marketing Services LLC was contracted by Northwest Hills Chrysler Dodge Jeep for marketing services in February Strategic Marketing printed and mailed to prospects for Northwest Hills Chrysler Dodge Jeep.The question by Mr*** references how did Strategic Marketing Services obtain Mr*** name associated with a Jeep *** ***?Strategic Marketing Services LLC purchases data from various third party companies Consumer Data is derived from various consumer OPT IN sourcesSome examples of those OPT IN sources are:Auto Warranty companiesAuto Insurance companiesAfter Market Service Providers IE--Instant Oil Change stores, Auto Zones, etcWe hope this addresses the concerns of Mr*** Please feel free to contact me for further information.Regards,*** ***Executive VP of SalesStrategic Marketing Services LLC*** *** *** *** ** ***I also hope that this explanation is sufficient for Mr***.Best regards,*** ***President- Northwest Hills Chrysler Jeep LLC

[redacted] has had multiple complaints about her [redacted] since her purchase. We have tried our best to accommodate [redacted] and rectify her issues. We have performed all necessary repairs and found the vehicle to be operating to the manufactures specifications at this time. [redacted]...

[redacted] was still unhappy and had lost confidence in her vehicle. When then lobbied on her behalf to [redacted] for a buy back. [redacted] had agreed to offer [redacted] a buy back option. We proceeded to have [redacted] pick out a vehicle which we purchased from another dealership. We submitted the information to [redacted] so they could present [redacted] with a buyback offer. Unfortunately [redacted] changed her mind and no longer wished to proceed with the [redacted] as a replacement vehicle. During the weeks of ongoing repairs and selecting a replacement vehicle [redacted] was in our loaner vehicle. Once she declined to follow through with the ** Buy back we asked that she return our car and pick up her vehicle. This became a problem for [redacted]. She came to the dealership and conducted herself in an unreasonable fashion to the point that the Managers at the store felt they needed to call the police. At this time we feel that we have done our very best to try to meet [redacted] expectations and have fallen short. We had even given her goodwill adjustment earlier in the process to demonstrate our intention of achieving her satisfaction. We have continued to fall short and feel that we will never achieve her satisfaction. This combined with her unreasonable actions in our showroom, we will be unable to assist her. In regards to her dealings with [redacted] and a potential buy back. ** guidelines dictate that if [redacted] has involved an Attorney to assist with her vehicle issues then the buy back will not be an available option. If [redacted] were to contact ** on her own and confirm that there is no Attorney involved then the ** buy back may still be an option. I should mention that I do not speak for ** but that is my understanding and experience with the process. if in fact ** agrees to proceed with the buy back, they would find another dealer to facilitate the transaction.We have always done whatever it takes, within reason, to achieve a customer's satisfaction. We have been in business for many years and have never felt the need to contact the police due to a customer's behavior. Northwest Hills regrets that we were unable to arrive at an agreeable conclusion. Sincerely,Sean M. S[redacted]

Complaint: [redacted]
I am rejecting this response because:
to whom it my concern  I feel that I should be given the NADA value $3375.00 in rough codiction . .minus the 100.00 they gave me. this should be  3275.00 plus the 42.49 for the oil change of the vechile  in total...

3318.00 . do to in spection of the vechile at time of service for I could not drive vechile and had to purchase another . thank you k[redacted]

In regaurds to claim northwest hills has worked with me to resolve some issues and reimbured me 42.39 for oil change looked new jeep over and fixed the issues with paint tires and brakesalso where very friendly and helpful this doesnt replace my truck but the vechile is really nice .still waiting on touch up paint thank you northwest hills .   thank you [redacted]

[redacted]I stated Chrysler authorized our repair procedure because they paid us for it....based on the parts used and the labor operation associated with it.  If they charge us back, then that would indicate that the process and parts that we used were not compliant for the repair. At this point, I think we need to put this to bed.  I have apologized for the trouble this has caused you, you've indicated that you're not interested in returning....so I don't think there's much more we can accomplish here.  If you change your mind, we'd be more than happy to work with you, and I wish you well. Best regards,[redacted]

From: [redacted]] Sent: Friday, February 10, 2017 3:36 PM To: [redacted] Subject: Revdex.com Complaint ID #[redacted]   Northwest Hills Chrysler Jeep LLC has agreed to mail us a check in the amount of $50.00 as a partial replacement for lost wages. Service...

manager [redacted]cknowledged that this case was not handled properly.

I do sympathize with your situation.  The book values, even the "rough" values, assume that the car is safe for the road.  This was the first time that your vehicle was in our shop.  As part of our regular maintenance process, we perform a Multi-Point Inspection of the vehicle.  Upon doing so, it was determined that there was a significant amount of work to be done to the [redacted]...and you were advised that the vehicle was not safe for the road.  We didn't cause the condition of the vehicle....we only pointed it out to you.  We cannot be held responsible for the low value of the vehicle relative to the "book".  Our service advisors believe you made the correct decision:  that it is not a financially prudent to invest thousands of dollars into this vehicle to make it safe for the road.  But that is the difference between the $100 trade-in value that we gave you and the "rough book" value that you asking for.  I will reach out to you to discuss this over the phone with you as well.

Complaint: [redacted]
I am rejecting this response because:#1: [redacted] didn't pre-approve the repair with the part that was used. My response from Chrysler is as follows:Dear [redacted]
Thank you for contacting the [redacted] Customer Assistance Center. We would like to apologize for the part revision issue you've noticed. We would not be able to say if or why, we are going to need to speak with Northwest Hills Chrysler Jeep to review the part discrepency. Once we have more information regarding this, we will reach out to you with an update. From the information available, the warranty on your vehicle ended at 36,000 miles as per the factory warranty. That is only the Factory Basic Warranty that ends at 36,000 miles. You still retain your [redacted] warranty that lasts for 5 years or 100,000 miles. Along with your perforation warranty. You retain your Extended [redacted] warranty that lasts for 8 years, or 80,000 miles which covers your [redacted] and [redacted] You had service completed at an authorized dealership which provides warranty. Mopar? parts and Magneti Marelli Offered by Mopar parts installed by an authorized FCA US LLC dealership or Studio, including Chrysler, Dodge, Jeep?, Ram, FIAT? and Alfa Romeo locations are warranted against defects in workmanship or materials for 24 months/unlimited miles for both parts and labor. Once we have more information regarding the part discrepency, I will provide an update. Thank you again for your email.  Should you require additional assistance, or have any new information to provide, please reply to this email message or call 1-877-I-AM-JEEP (1-877-426-5337).      Sincerely, Tyler Customer Service Representative Jeep Customer Assistance Center For any future communications related to this email, please refer to the following information: REFERENCE NUMBER: 31075542 EMAIL CASE NUMBER:  3442414 #2: Proper part is readily available for around $52.00 retail. The links as proof:http://www.moparamerica.com/oe-mopar/68105583aehttp://www.quirkparts.com/o...⇄ as you can see how can a simple retailer get the correct part that is readily available but the dealership has no availability because it is on such a great backorder? Because it is NOT on backorder at all.#3: My wife is still smelling burning oil hitting the exhaust pipe when driving leading to the repair not being properly done, but after the poor treatment and lack of professionalism I cannot trust that the Jeep will be fixed properly for the second time in a row for the same procedure. So I will NEVER return to Sullivan's for anything - even if it was free. I will drive to Bradshaw's which is a 1/2 hour away since they properly repaired my previous Jeep a few times before and it was always done properly and promptly.    Sincerely,
Michael Shea

Complaint: [redacted]
I am rejecting this response because:While you are correct that I will not be returning as a customer, this will not be closed until I hear back from [redacted] on their decision.
Sincerely,
[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.
To whom it may concern,   Since my filing this complaint, Northwest Hills dealership has contacted me and is...

working on rectifying the problem. I would like to cancel this complaint   [redacted]