Nyle Maxwell of Austin LLC

Our Service Director did speak to Mr. [redacted] and determined that his complaint is regarding an issue from 2012. We did find a CRM record for him under his company name, but have no service records. Nonetheless we are happy to help Mr. [redacted] if he'd like to bring his truck in, but as the truck is no longer under warranty and since it has been three years since the incident Mr. [redacted] mentions, there will be a charge to fix the seat.

[redacted] emailed [redacted] again this morning, asking her to please bring her car in to the dealership so we can look at the issues it is having. We are unable to diagnose it without seeing it.In regards to the fuel reimbursement, if [redacted] will please let [redacted] know the amount, he will reimburse her when she brings her car back in.Thanks!

Complaint: [redacted]I am rejecting this response because:I refuse to bring my vehicle into a shop or dealership that cannot admit that they made a mistake. [redacted] is tip toeing around the fact that I brought my vehicle in with multiple complaints, 8 to be exact at the time within two weeks of owning the car, and 7 of those issues are still present. One of which was partially addressed, while the other was supposed to have a part ordered that the dealership never took care of because I put a complaint in with Chrysler/Dodge. The most reasonable thing that [redacted] can do as the [redacted] of this dealership is to submit the service pages to the Revdex.com and let them review what I am claiming was not fixed. They will show that I brought my car in for 8 separate issues, of which I will list below-Front passenger door out of allignment-Rattles coming from driver side dash-Rattles coming from driver side door when playing music-Rattles coming from underneath vehicle -Paint issues that look like rust stains-Corrosion underneath steering wheel-Oil stain on plastic trim near shifter-Scratches on subwooferDuring the initial drop off of my vehicle, the service advisor by the name of [redacted], looked at the issues in the vehicle with no dispute that they were there minus the rattles. The physical paint issues along with the oil stain and corrosion were said to not be present, yet how can an issue not be present if an advisor saw these problems with their own eyes. This reply given by the GM appears to be a diversion tactic that doesn't establish factual evidence, but in fact comes off as a way to cover a lie because this dealership doesn't want to fix issues with a vehicle that was supposedly NEW. That doesn't logically make sense. So with that said, the original records should be provided to the Revdex.com to establish physical evidence being present, so that issues that I brought my car in with are not overlooked due to misinformation being provided.Regards,[redacted]

Unfortunately [redacted]'s salesperson was on vacation over the holidays and as a result there was a lack of communication with her. Our General Manager, [redacted], has spoken with [redacted] to resolve her issues and apologize for the communication issues. She of course is welcome to call him with...

any other concerns.

Complaint: [redacted]
I am rejecting this response because:I was never told about miles and I sent a driver to pick it up.. Sorry ** you are getting lied to. They never recleaned the truck inside or out side. They never told me about the miles.. LIES LIES.. And no it is not perfect to sell a dirty truck with miles and bullets under the seat to someone just because they are not local. Classic example of how they think. He is from far away, the check cleared  so we can take advantage of him.
Regards,
[redacted]

I have reviewed Mr. [redacted]’s paper work twice now. I do not show the same information he is claiming.If Mr. [redacted] will set an appointment with my assistant, [redacted] ([redacted]), I would be happy to look at his vehicle personally along with my Service Director, [redacted].I do want to take care of any and all needs Mr. [redacted] has, but I just don’t show his complaints on my paperwork from when he was in. If he will come see me, I will make sure his vehicle is inspected in a timely manner and the valid concerns addressed immediately.Thank you,[redacted]

Mr. [redacted], our General Manager, left Mr. [redacted] a voice message Thursday evening (11/16/17) around 5:30 p.m. to assure him that the radio that was replaced was identical to the original radio that was removed. This was verified with [redacted] who performed the work. His $100 check is being processed by our business office and will be mailed to him in the coming days. This should resolve all of Mr. [redacted]'s concerns with his business transaction with our dealership.

Complaint: [redacted]
I am rejecting this response because:The fact that the new part has the same issue and can move out of place with little effort and other Jeep owners have the same problem should be enough for you to honor your commitments but, in reality,  I never expected any different response from you. This is not about the almost $300 you charged me to replace a simple radiator hose and taking 5 days to do it, it is about doing the right thing. I almost replaced it myself and really wish I had. As I have stated, Maxwell makes every effort not to honor their warranties. Customers at Maxwell CDJ beware. If you don't pay their exorbitant prices (and take many days to complete the work) to maintain your vehicle there, Maxwell will use that as an excuse not to honor their warranties. The manufacturers warranty, by the way, does not state that the vehicle must be maintained at the dealership.Receipt from Qualtec Automotive showing the issue and their recommendation attached.Reminds me of a famous quote: "Do the right thing....and then suffer the consequences - Sam Houston"
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
Thank you for your prompt response Mr. [redacted].

Yes, I acknowledge that the owner’s manual says oil change intervals are 6 months or 6,000 miles. An interesting observation in this regard is that the 2011 owner’s manual (same 3.8L engine) bumped it up to 8,000 miles. Be that as it may, the point being missed in all of this is that the owner’s manual is not the warranty and is therefore not relevant to the warranty discussion. The warranty requirements can be found on Jeep’s website here:

http://www.jeep.com/en/lifetime_powertrain_warranty/faq.html

The warranty requires two things.


That the powertrain inspection be performed once every 5 years; and


That preventative maintenance be performed (It encourages Jeep owners to follow the Owner's Manual but it does not require it)


As you indicated in your response, I have completed the 5 year inspection so part one is covered. I also have detailed records showing that the preventative maintenance has occurred so I believe that part two is covered as well. Thus, the warranty should cover the repair.

In no case did my oil change ever exceed the 6,000 mile interval by 3,395 miles. (Either you have read my logbook incorrectly, it is written incorrectly in the book, or I didn’t record an oil change in the logbook).  Putting the logbook aside however, it is important to note that I also have detailed records showing oil changes occurred on 8/20/14, 02/5/14, 09/22/13, 04/26/13, 12/18/12, 05/12/12, 01/20/12, 08/06/11, 03/21/11, 11/20/10, 05/11/10, 01/23/10, 10/21/09, 06/20/09, 02/07/09, etc… I hand delivered copies of these records to you on October 3rd.

As for the vehicle being 3 quarts low – I performed the oil change myself on August 20, 2014. It was not done at Walmart.  Walmart is where I purchased the oil and filter. I assured Chad (my Service Advisor) when he initially mentioned the low oil that I physically poured in all 6 quarts. In fact, I returned the recycled oil to Walmart - the date, quantity, and my name are all logged in on their recycled oil book. Thus, either your technicians measured the oil incorrectly or the oil leaked out or burned off since the last oil change.  The 2007-08 3.8L Wranglers have a known defect of burning off an unacceptable amount of oil in a short period of time. That would be my first assumption as to what happened.   

In summary, what I find most disheartening about this is ordeal is that your dealership immediately jumped to the conclusion that I failed to maintain the vehicle when the facts show otherwise. Furthermore, it appears you didn’t know about the two warranty requirements listed above and took the Chrysler Rep’s word for it that the Owner’s Manual is gospel regarding this matter. Instead of advocating on your customer’s behalf, it appears that you immediately sided and agreed with Chrysler and I think that’s poor customer service. This issue should have been escalated to a higher level and shouldn’t have stopped with the Chrysler Representative. Who better to do this than a Chrysler dealership that sells and repairs Chrysler vehicles and has the high level contacts within that organization? Instead, when I asked what my options where I was pretty much told “you’re out of luck”…

Again, thank you for your prompt response.  I will call the [redacted] to discuss the repair discount you referenced.

Regards,
[redacted]

[redacted], assistant to [redacted], spoke to [redacted] when she called last month about the flashlight and key. After that call, she helped [redacted]'s salesperson, [redacted], coordinate the spare key with [redacted] and also sent out a flashlight -- we did not realize the flashlight hadn't arrived,...

but we did send one per [redacted]'s request last month. Since it did not show up, we sent a second one last week via FedEx, and it was delivered on Friday, May 1st, 2015 at 8:23 AM. If [redacted] needs anything else she is welcome to call [redacted] for assistance.

I do have notes in our files regarding several of [redacted]’s concerns. The notes go back almost a year, as noted in the complaint.Being that I am just finding out the issues, I would like for [redacted] to contact me so that we can sit together, look at the current issues, and resolve them in a fair...

and responsible manner for both parties. My number is [redacted]. If I am not available, she can speak to my assistant, [redacted], to set an appointment with me.[redacted]’s concerns appear to be an easy issue and I would like the opportunity to review them with [redacted] and take care of what we promised.  As with all customers, issues with used cars are a part of life, but I am certain that we can come to an equitable resolution on these matters.[redacted]Nyle Maxwell Supercenter

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.   I want to add (and it ought to be shared with the dealership) that having roadside assistance is of no help if you don't have a spare. If you have a blowout, which a can of fix-a-flat won't fix, and you don't have a spare, then you're stuck somewhere. If it's late at night and you're on a country road, you've got a real problem. You would be at the mercy of the weather, muggers, whatever. Having a spare is essential when driving a car. All the dealership needs to do is prior to purchase, inform the customer that there is no spare, then the customer can make an informed choice. 
Regards,
[redacted]

Our General Manager, [redacted], has reached out to the customer and left a voice message 2 business days ago (11/7/17) with no response. We are more than happy to discuss possible solutions to his concerns. He can reach our GM at ###-###-####.

Firstly, we apologize for the misunderstanding and inconvenience that Miss [redacted] has experienced. We have spoken with our team to help address this issue and correct this type of error in the future. In addition, our Service Director, [redacted], has been in contact with both Miss...

[redacted] & [redacted] both this morning and over the last couple of days to help resolve this issue. She is scheduled to drop off her vehicle on Monday morning so that [redacted] can come here to perform the work. We also will ensure that she has a rental vehicle when she arrives. She has already pre-paid for the glass so the only further charges will be the install cost from [redacted]s. Per Mr. [redacted] conversation with her [redacted], this morning we believe that this is a satisfactory solution to her complaint.

Unfortunately we cannot assist Mr. [redacted], as he is not our customer. We have no record of him visiting our store. We did attempt to contact him twice to explain this error, but were hung up on.

We completely understand Mr. [redacted]’ concerns. After he left his most recent visit with us we continued to work on his tire issue. We contacted our Chrysler representative who had a new set of tires authorized for Mr. [redacted] after a lengthy approval process. At this point in time, we have...

replaced the 4 tires at no cost to Mr. [redacted] and believe him to be completely satisfied.

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

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]

[redacted] has met and spoken with Ms. [redacted]. At her request we took a second look at the car in our shop and drove it, and feel it is a safe car to drive. A Carfax report does not differentiate between major and minor accidents - the report would just have said "accident", so we did not...

misrepresent the car in any way. We perform full inspections on all of our used cars before we sell them to ensure they are safe.If Ms. [redacted] would like to trade the car back into us, we would be happy to pay her fair market value for it. She is welcome to call Mr. [redacted] for a current appraisal.Thank you.

TO: Revdex.com Corporate Office ATTN: [redacted], Dispute Resolution Specialist FAX: 512-445-2096 1005 La Posada Dr Austin, TX 78752 Nyle Maxwell Supercenter 13401 RR 620 N Austin, TX 78717 Phone: 512-485-3846 Fax: 512-493-8122 RE: Revdex.com Complaint ID#[redacted] from [redacted] Enclosed please find...

the spec sheet from our alignment with the top portion showing before, and the bottom portion showing after the alignment with everything in the green zone and aligned. If the tires are wearing abnormally, it is possibly due to the tires themselves rather than the alignment. The customer should call the tire manufacturer and visit with them about the abnormal wearing. As our spec sheet showed that everything was aligned when the customer left our store, we are unable to help with the purchase of new tires. Thank you.