Nyle Maxwell of Austin LLC

I have visited with my employees about Ms [redacted] and her situation.Ms [redacted] has since purchased a Jeep Cherokee from our dealership and the concerns have been rectified.Thanks [redacted] General ManagerNyle [redacted] Supercenter

Our General Manager, [redacted] , has reached out to the customer and left a voice message business days ago (11/7/17) with no responseWe are more than happy to discuss possible solutions to his concernsHe can reach our GM at ###-###-####

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. Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:The business did not reach out to me on 11/as they statedThey did leave me a message on 11/at 3:45pmMy call history will support thisI called back on 11/around 6pm and left a message for [redacted] with the receptionistI called again this afternoon and left another message for [redacted] with his secretary Regards, [redacted]

Per our alignment spec sheet, the customer’s tires were aligned and everything was in the green zone when the customer left our storeWe do understand why the customer is upset, however our alignment sheet showed that everything was in alignment on his car after it was serviced hereWe suggest that he contact either the tire manufacturer or the place where he bought the tires from and bring up his concerns with them – it is possible the tires themselves are the issueSome tires do wear unevenly.Unfortunately we cannot assist with the purchase of new tires as requested, as our machine showed that everything was in the green zone after we performed our alignment and we have no reason to believe that we are at fault for uneven wear on the tires

After speaking with Mr [redacted] , he has decided to purchase a vehicle elsewhereWe offered alternative solutions which were all declined by the customerWe have parted ways amicably and understand his decision

Mr [redacted] will need to bring his truck into our service department in order for us to assistPlease call [redacted] to set an appointmentWithout seeing the vehicle, there is little we can do

From our experience, we do not believe this clamp to be a defective part in JeepsIn addition, there are no notifications from Chrysler regarding this partUnfortunately, we cannot use information from Jeep owners’ forums when making our warranty decisionsWe are therefore unable to repair it under warranty.Thank you, [redacted]

We understand Mr [redacted] frustration and apologize for that information not being properly communicated with himHowever, it is becoming standard practice across all manufacturer’s that spare tires are not an included item in most vehiclesThis is for both cost savings to the customer and to help increase fuel economy with the overall decreased weight of the vehicleManufacturer’s, including FCA, have now included Roadside Assistance as a part of the warranty on the vehicleThey are a nationwide service and can be reached at ###-###-####Since Mr [redacted] has already purchased the spare tire and had it installed elsewhere, we are willing to help out on the cost at a 50% participationHe can forward his receipts to my assistant, [redacted] , at [redacted] and we will promptly cut and mail him a reimbursement check

I contacted Mr [redacted] today, Wednesday, at 3:PM and left a message asking him to call me back to discuss the situationWe did change his oil and he did come in after hours to pick up his vehicleAccording to our notes, we did inform Mr [redacted] of our hours of operationWhen he arrived after hours, the sales personnel did locate his keys and pull his vehicle up frontDuring this time however, Mr [redacted] left the facilityI would be happy to visit with him and see what I might be able to do in helping with the futurePlease give the dealership a call at [redacted] and ask for [redacted] , [redacted] .Thanks, [redacted]

We apologize for the inconvenience that Mr*** recently experiencedTypically our Express Lane Services can be done within a few hours, but since Mr*** owns a Honda that is not a manufacturer make that we stock parts for, as we are a Chrysler Dodge Jeep & RAM store, which can lead
to increased completion times if we have to source parts elsewhereIt also seems he got some misinformation about our tire policyWe do perform lifetime rotations on tires purchased through the Nyle Maxwell Supercenter, but balances are not includedThe issue with the brake system is that the rotors themselves are warpedTypically, brakes are considered a “wear and tear” item that would not be coveredAfter further review and contacting *** *** ***, the supplier of the brake parts, we found out that they do in fact warranty the rotors for years and have a lifetime warranty on brake pads themselvesHowever, they do not cover labor costMr***’s total, should he want his brakes repaired, would be approximately $plus shop and tax feesWe are more than willing to perform this repair and he can work directly with our Service Director, *** ***, when he arrivesHe can contact my assistant, *** ***, at ###-###-#### to schedule a time for this repair at his convenience

Complaint: ***
I am rejecting this response because: this is still being assessed to see if the issue was resolvedChrysler Jeep did not acknowledge that the squeaking and squealing was normalThe dealership never escalated my case to the manufacturer to determine if the parts were flawedThey had two opportunities to escalate as protocol calls for, they did not fulfill their role in the process in resolving warranty issues when multiple attempts were made and failedAs far as a goodwill gesture, I believe they would have been directed to do what they did by Chrysler if they has escalated me caseI am glad action was taken, this is what was expected by meI have notified the manufacturer that both dealership employees were telling me that this sound my breaks were making was "common" in this makeThis was not agreed with at the manufacturersThose conversations are recorded by them and can be verifiedIt can also be verified that the dealership was given specific instructions to escalate my scar over to the manufacturerThis was not done, even thought they did resurface my rotors and replace shoes and boots on breaksSince I have picked up my car, and these replacements of the defective parts were replaced/ resurfaced my car has not made a squealing soundI have driven other new jeeps when making a decision to purchase and this sound was not herdI am still driving my vehicle and listening to see if the sound returnsAs of this time the problem has been resolvedIt did not go through the the proper warranty channels to resolve, but The sound has ceased since the repair/ replacement was done by the dealership.My concern originated when I was told by the dealership not to bring my car back until they heard back from the manufacturerAnd then the manufacturer Chrysler Jeep notified me that the dealership never followed through contacting them with escalating my warranty problemThe dealership was given the instructions to start and escalate my case to Chrysler when I was told by the manufacturer to bring my car back to them a third timeThey again did not notify Chrysler of my reoccurring problem. In the end, I am happy my car is not embarrassing me anymore, and I am glad the dealership took action to resolve the sound.I believe the warranty should have compelled them to act, and the gesture of "goodwill" was something they would have been legally bound to address to resolution had they contacted the manufacturer.
Regards,
*** ***

plaint: ***
I am rejecting this response because:
Regards, there shouldn't be any annoying sound that rattle and quiet down once it's warm up .I went to a mechanic and hetold me that the lifters keeps sticking and that they needed to be lubricated with some stabilizer I ask the mechanic could the problem be fixed he said yes but he said it wouldn't be worth it because it's too costly.all I'm asking is to get this noise out of my engine ok other trucks may sound like this but it should be because there are trucks that I made by Dodge and they do not sound like that so yes I'd like to take my truck in and get it checked out but telling me that its that's the wrong thing to say because I know its not
*** ***

*** *** brought his vehicle to us with two problems. He asked us to diagnose the check engine light and the A/C not blowing cold. We first diagnosed the check engine light to be the sensorThe service advisor called *** *** and explained our findings and that we would need to
get the vehicle running correctly before we could diagnose the A/C issue. After fixing the check engine light the service advisor called *** *** again and told him the check engine light had been repaired. He explained that we could not find any leaks and that if the other shop just evacuated and recharged the system, they should have added dye. He was then told that we would need to evacuate/recharge/and add dye in order to be able to find the leak. The service advisor made sure to explain that if there is a small leak we may not be able to detect the leak until after it had been driven for a while. *** *** gave the okay to perform the work. When the work was completed *** *** was called and was told the system was low on Freon and that we could not find a leak. If the A/C stops blowing cold again, please return and we will find the leak (since now it had dye in the system) at no charge. *** *** called a couple of days later and we asked him to bring it back in for us to diagnose it at no charge.Thank you,*** *** ***

Complaint: ***
I am rejecting this response because: within a month my alignment was completely out of whack again???? So you are telling me that Nyle Maxwells serive doesn't have any type of warranty??? That alignment should have lasted a long time. Your service never said anything about my tires wearing uneven bc of the type of tire....they told me it was because the alignment was off....and im upset because the tires were wearing uneven for oil changes and your service team never once put that the wear pattern was unevenon all my records it shows N wear! Had your service team been actually checking the tires we could have caught the issue before it got to the point of the tires showing threads!. Also....nowhere on my service report does it report any issues with tire rods....alignment....brake issues....suspensionso if there is a problem there causing the alignment to go out then your team should be catching those things. Why in the world am I taking it to you if you guys cant even diagnose tire wear!!! let alone any other major issues might be going on with my vehicle. In my opinion your entire service dept should be evaluated and considered to be replaced because you guys cant even diagnose tire wear properlyits concerning that you guys are a supercenter and who knows how many issues you guys don't noticeits fineI will never come back there don't worry! ill take my business elsewhere
Regards,
*** ***

Complaint: ***
I am rejecting this response because:After having my vehicle re-appraised and finding out what it is really worth, I will not be returning to Nyle Maxwell Super CenterApparently $19,to them seems to be "fair"Their business practices, and mathematics are terribleI've enclosed the NADA value of my car. Ford Escape-Cyl. Utility 4D Titanium 2WDValuesRoughTrade-InAverageTrade-InCleanTrade-InCleanRetailBase Price$19,375$20,775$21,925$24,275Mileage (6,180)$825$825$825$825Total Base Price$20,200$21,600$22,750$25,100Options:Luggage Rack$50$50$50$752.0L IEcoBoost Engine$475$475$475$550Navigation System$625$625$625$700Price with Options$21,350$22,750$23,900$26,
Regards,
*** ***

Ms*** is coming in on Monday so we can look at the carWe are going to see what we can do to fix the wear on her tiresWe will be providing her with a loaner while we’re working on her vehicleWe look forward to seeing Ms***!

We have paid off the Honda that the *** traded in, per their original request (lien release attached)In addition, we've reached out to the *** to let them know we'd be happy to help them purchase another carThey are welcome to make an appointment at any time with *** *** has already spoken to their attorney (on 12/8) and given her the same message -- that he is willing to assist them with purchasing another car if they’d like to contact himHe can be reached at ###-###-#### *** ** *** *** *** ** Nyle Maxwell Office: ###-###-#### ***

I stand 100% behind my first statementI bought a “NEW” truck that was filthy inside and out and had miles on itThe truck was NOT discounted because of milesI trusted them, made an agreement , paid and was never told about additional milesBe very careful if you are going to deal with these peopleTruth is not a necessary part of a business deal in their opinion.*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is partly satisfactory to me
Although I was contacted by the
owner, there is absolutely no reason for their poor service department I was told that the reason why things were not completed or repaired correctly was because they are so overloaded with warranty work, and recalls.If the service technicians completed repairs correctly the first time, or the service manager & service director followed up and checked that repairs were done correctly this wouldn't have happened If they are so concerned with getting cars out quickly, they need to stop cutting corners and do the work right the first time If peoples safety is going to be jeopardized because of shotty work, they shouldn't be in the repair business.There is no excuse for giving someone back their car without connecting the AIRBAGS!
Regards,
*** ***