Ourisman Dodge Inc.

*** *** purchased a brand new *** ***.Ourisman Chrysler *** Dodge furnished *** *** with use of a loaner car at our expenseThe advantage of buying a new product is that it is under warrantyHer vehicle has been repaired and returned to herAny refund or repurchase of the
vehicle would be completed by the manufacturer, FCA, LLCSincerely,
Chris M***
Service Director

07/08/2015*** ***'s Chrysler 300M (VIN: ***) was towed to Ourisman Jeep, Chrysler, Dodge, Ram, (*** *** ***, Alexandria Va ***) on Wednesday May 20th, *** *** preceded the tow truck to explain that the vehicle would not start, and that someone he knew thought
it was a problem with the computerA repair order was written at 3:08pm the same day, and dispatched to a technician the following morning.The technician retrieved the keys and attempted to start the vehicle in the parking lotThe vehicle would not start, and the technician pushed the vehicle into the shop later in the dayUpon inspection the technician found multiple trouble codes active in the Powertrain Control ModuleThe technician also noted that the vehicle had significant body damage to the front of the vehicle, multiple dents and scratches all around, and significant rust to the underbody of the vehicleThe technician noted the poor condition of the tires, and the general poor condition of the vehicleIt appeared as if the vehicle had not been maintained for many yearsDue to the dirt present on the outside of the vehicle, it appeared that the vehicle had sat undriven for possibly a year.The technician focused on the customers complaint, and diagnosed the vehicle as needed a new Powertrain Control Module due to intermittent connectivity with the rest of the systemThe technician stated that the PCM would need to be replaced for the vehicle to start, but that the vehicle had many other problems, as well as multiple Diagnostic Trouble Codes related to the Transmission; that would most likely come back (*** - Fault after shift, *** -Transmission loss of prime, *** - Gear ration error in first and second, *** -Camshaft/Crankshaft out of sync)The technician was insistent that the customer be made aware that replacing the PCM was by no means a complete repair to any drivability issues the customer was experiencingHe also commented when reviewing the needed repairs that the vehicle was not worth fixing due to all of the problems that it had.I called *** *** and left a voicemail stating that the vehicle needed a PCM, but had many other problems that may need to be addressed to get it runningI gave him a price over voicemail and asked him to call me back,*** *** never returned my call, but instead showed up in person at the dealership on Friday June 5th, at approx 12:00pmI discussed with him what we had found, and that the vehicle needed to have the PCM replaced in order to continue with diagnosisI clearly explained that it had many problems, and that the PCM was only a "Start"I clearly explained that the chances of additional repairs being needed after replacing the PCM was very high, and that those repairs would likely be very expensive unto themselvesI then told *** *** that the PCM replacement would cost $1268, plus tax and miscellaneous charges.*** *** stated that he knew the vehicle had many problems, and was just interested in getting it running for the time being, I reiterated that while it may run after replacing the PCM, it may take more money to make it drivable.*** *** said he understood, and authorized me to go ahead with the PCM replacement.We ordered the PCM on Friday June 5th, and it arrived on Friday June 12thThe technician pushed the vehicle back into the shop, removed and replaced the PCM, and programmed it to work with the vehicleAfter the PCM replacement the vehicle started normally, albeit with an extended crankImmediately after starting, the PCM set a hard fault code for the Camshaft/Crankshaft position correlation (P0016)The technician checked the wiring to the sensors, and without finding any faults diagnosed the vehicle as needed a new camshaft position sensorThe camshaft position sensor fault, present before and after the PCM replacement was the cause of the slow cranking conditionThe technician explained that the vehicle starts and drives, but the camshaft position sensor needs to be replaced for reliable operation.I called *** *** on the 12th, and again left a voicemail that the vehicle starts and drives, but the cam sensor needs to be replacedI explained that the cost to replace the cam sensor was $340, and that I had one in stockI asked on the message that he call me back as soon as possible to let me know if he would like us to replace it*** *** never called back to approve or decline the cam sensor replacementI dosed the repair order, noting that the cam sensor needed to be replaced,*** *** arrived in the service lane the following week- He stated that he did not want to replace the cam sensor due to lack of funds, and that he intended to pick the vehicle up as isI directed him to the cashier, and informed him that she would get it pulled around for himHe said he did not have the money to pay for the repairs, but would have it soonI informed him that was ok, and empathized that it was an expensive repair.*** *** then asked for me to show him the vehicle, so he could verify that it actually ran, before he paid his billI said that was fine, and asked a porter to walk him out to the car to show him that it runs, which he did- I did not see *** *** again that dayI asked the porter later on in the afternoon if he returned the keys to the cashier, and he informed me that he did.*** *** called me on Thursday June 24th, to inform me that he had the money to pay for the repair, and would be in on the 25th to pick up the vehicle.On June 25th *** *** arrived to pick up the vehicle in the late morning and I directed him to the cashierHe paid his bill, and the cashier asked a porter to pull the vehicle aroundAfter approximately minutes of not seeing the vehicle pull around, I went to find the porterI found him in the shop putting air in the tiresI asked him what the delay was, and he said that the tires were low on air, and the vehicle had to be jump started because it had sat for so longI returned to the service lane and told *** *** that it would only be a few more minutes.The porter pulled the vehicle up in the lane, and *** *** walked around the vehicle to inspect it*** *** walked up to my desk and asked why the vehicle had not been washedI explained to him that due to the body damage to the front end (the hood especially), that the automated car wash may cause further damage to the vehicleI informed him that I would be happy to have someone hand wash it, but it would take at least minutesHe shook his head and walked awaySeveral minutes later I noticed *** *** complaining to the porter about the vehicle being dirtyThe porter looked at me and I shouted across the lane for him to please wash it if *** *** had the time.The porter took the vehicle to wash it, and returned approximately minutes later.After the vehicle pulled back into the lane, *** *** again approached my desk and said that the vehicle did not have a noise from under the hood, and from the exhaust when it dropped it off, and wanted to know why the tire was flatI explained to him that the vehicle was towed to the shop in a non-running condition, and that we were unable to verify what noises it was making upon arrivalI explained that the scope of our work was purely electrical, and that we had not performed any mechanical work to the vehicleI also explained that the tire was flat because the vehicle needed new tires, and that it had sat on the lot for a while waiting for him to pick it upI reminded Mr Howard about our conversation where I told him the vehicle had many problems, and how he told me he was only interested in getting the vehicle running againHe nodded, but did not verbally respondWe stood there in silence for a few moments, until I asked if there was anything else he would like to discussHe pointed to the hood and said "what about that"I looked at the hood, looked back at *** ***, and explained that I was sure he could tell me the nature of the accident he got into where the hood was damaged, but that it was clearly damaged (and rusted) when the vehicle arrived at the dealershipHe then asked why the vehicle was slow to startI reminded him of the cam sensor that he elected not to replace, but stated that if he wanted to replace it today I could do so for $Again *** *** did not verbally respond, but shook his head and walked away.I returned to my desk.*** *** got into his vehicle, pulled out of the lane and stopped in the front parking lot I noticed him once again complaining to the porter about his vehicleI notified Dion the service manager that there was a customer he should probably talk to, and gave him a brief rundown of the situationDion walked out to the vehicle and listened to *** ***'s concerns, Dion reiterated to *** *** that the vehicle was towed to us in very poor condition, and reviewed the repairs that we performed.As a courtesy, Dion attempted to quiet the belt noise from the engine by applying spray lubricant to the beltThe noise did not change after applying the lubricant and Dion explained that the noise was most likely from a pulley on the front of the engine, and was nothing we possibly could have caused, *** *** would not change his position that all of his vehicles problems were our faultDion respectfully explained that the vehicles problems were due to neglect lack of maintenance, age, and mileage; and could not in any way be related to work performed at Ourisman, or its time spent on our lot*** *** did not verbally respond, and after standing there in silence Dion walked away.*** *** has not contacted me since he picked up the vehicleAnd to my knowledge has not contacted anyone in our service department either.Mike KService Advisor

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: All of the information received within the response was not accurate I was not told all the damage that was done to the vehicle and they were never able to resolve the issues with the vehicle The issue was resolved by me trading in the vehicle for another vehicle with the dealership
Regards,
*** ***

December 01, 2015Ourisman has repaired the concern with a software update as of November 24, Ourisman supplied a loaner vehicle at no expense to *** *** for six (6) days (less a five dollar gas charge).The buy back process is completed by *** *** ***., not the franchise dealerOurisman has
supplied *** *** with the contact information for *** *** ***to begin the buy back attemptThis is completed exclusively by the manufacturerIf *** *** is in need of customer service, their phone number is ###-###-####.If any further assistance is required, please feel free to contact me.Sincerely,Chris M.Service Director

Attached is the *** on the vehicle, dated 08/17/15, with no
record of accident or damage
sans-serif;">
At the time of purchase, *** *** was provided with a lifetime
guarantee on the power train of the vehicle, provided that all required factory
maintenance on the vehicle is completed at an Ourisman of Virginia dealership
We advise *** *** to acquire more detail on the non-***
report and the supposed incidentThank you,
Ourisman Dodge, Inc

[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 ***, and find that this resolution is satisfactory to me. The "wheels are in motion" for this issue to be resolved. Once the appropriate people were made aware of the issue, the response was immediate and appropriate
Regards,
*** ***

Hello, I would like to inform you that we have resolved my issue and complaintThe company and I have come to an agreement.Thank you.Sent from my ***

Pauline K**
Nov (days ago)
to me
In response to *** *** ***’s complaint, *** ***, at the time of purchase, was completely aware of the damage and the amount of repair to the vehicle*** *** signed all the repair
orders and received a great reduction in the selling price, because of the repairsWe made every attempt to satisfy *** *** however in her opinion, we have failed
*** *** also contacted Virginia State Senator *** ***’s office for assistanceSenator ***’s assistant, *** *** *** *** came to the dealership to inspect *** ***’s vehicleShe felt that the vehicle was in superior shape and is now trying to reach *** *** to share her opinion
We have also helped *** *** with a loaner vehicle while her car is at our shop, at no expense to her
We were able to work with *** *** and as of November 17, 2014, we have traded her into a new car
Thank you,
Pauline K**
Executive Office
Ourisman Automotive of Virginia
Richmond Hwy
***, VA
O: ###-###-#### || F: ###-###-####
E: ***@ourismanva.com

*** *** purchased a brand new *** ***.Ourisman Chrysler *** Dodge furnished *** *** with use of a loaner car at our expenseThe advantage of buying a new product is that it is under warrantyHer vehicle has been repaired and returned to herAny refund or repurchase of the
vehicle would be completed by the manufacturer, FCA, LLC.Sincerely,Chris M***Service Director

Ourisman Chrysler Jeep Dodge and Ram would be happy to look into this for Mrs***Unfortunately, we do not have access to her credit report and cannot initiate any corrections on her behalfMrs*** will need to contact the credit bureau and inform them of the corrections neededThe
credit bureau will then investigate and should contact us regarding those corrections, which we can then confirmIf Mrs*** needs a direct contact at the dealership for herself and the credit bureau, I would be happy to assist her in any way to address her concern. At this time and with our limited information, Ourisman Chrysler Jeep Dodge and Ram is unable to verify or speak on Mrs***'s claim that we ran her credit timesOur systems do not keep credit check records for customers for this length of time, as Mrs*** purchased her vehicle over a year ago. However, if the credit bureau investigation concludes that this is the case, we will make the corrections needed Sincerely, Pauline S*** Executive Office Assistant

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I have a 2016 [redacted] that cut off on me 4 times with the engine light still on and I took the vehicle into the shop on Nov 24 and then recieved a loaner car. The vehicle I had was not under recall. I received a call Wednesday Nov 25 that the car was ready and I told them that was at work and only off on Thursday Thankgiving The manager Bernard P[redacted] wouldn't take my calls so a different sales manager told me to bring it on Thanksgiving and drop the keys in the Dropbox 90% of the [redacted]s are under recall and if they replace I will be bringing it back Its a 30min software fix In the drop box while the shop was closed without my vehicle to drive back. I then called sales and talked to Mike and I explained I can't drop the be hike without my car and I work on Friday Saturday and Sunday from 7am to 7pm and Mike from service said bring it back on Monday "Don't worry about it" I brung the car back on Monday around 10ish and picked up my vehicle, I was very upset and still upset about the vehicle. I drove my vehicle around the corner and it hesitated and chimed when I made a right turn I made a upturn and took it back. The service guy drove it and it chimed while he was driving they wrote a ticket up and said he will contact you and sent me off with my vehicle that continued to chime while I was driving and still felt like it was losing power yesterday. Today Dec 1st my son was driving in the rain to college and the throttle light and engine light came on again and cut off while driving. It  He got the car started and drove it immediately home and he missed a class. I have called [redacted] several times since Nov 24 2015 and no one has called me from the corporation yet. I'm told by [redacted] that the Ourisman company director Chris that Ourisman will not be giving me a loaner or rental for my 2016 [redacted] being fixed because I contacted Revdex.com and refuse to pick up my car. Which is not true. I called Ourismand several times to speak to aGeneral manager and no one returned my call I was there yesterday and asked Bouba my sales person for the General Manaher or the person in charge and he didn't do that I felt like I was being treated like trash. It's my right to have a loner car. This car has cut off on me since the repairs doing the same thing. The software installment didn't work. It's a lemon car. Where was Chris when I asked for him. I was told it nothing they can do follow steps with Chrysler. I'm very upset that it made me physically sick. Now my rights for a car to get to work has been violated and I was told by [redacted] that I'm on my own and have to pay for a rental out of pocket. I just talked to [redacted] resolution team they suggested that I take it to a different dealership its up to me to get a rental to drive. 
Regards,
[redacted]
I have a

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not so satisfactory to me but I am willing to cooperate to get my credit score fixed. The message in this email is the letter I am sending to Ourisman Dodge Inc. I will wait and see what happens next.
Thank you,
[redacted]
My complaint ID #: [redacted]
 
To whom it may concern:
I recently submitted a complaint to the
Better Business Bauru on July 12, 2017 against Ourisman Dodge Inc. In
May, 2016 my husband and I went to the dealer and bought a 2016 Jeep Wrangler.
As we financed through the dealer we told them not to run our credit a lot,
three times MAX. Although I told them not to run my credit more than 3 times
they failed to listen to me and ran my credit 28 times instead. That is a ridiculous
amount of hits to my credit for one sale. As I mentioned to the Better Business
Bauru, I didn’t realize Ourisman Dodge Inc. ran my credit 28 times until
I finally understood and played around with the [redacted] app; in July is
when I learned how to use it since I was afraid to hit buttons just in case I
push something to put my credit in jeopardy, until recently is when I learned
about the 28 hits to my credit from Ourisman Dodge Inc.
Attached to this letter I have enclosed
documents from my [redacted] app showing where they ran my credit more than
three times.

We have made the customer whole and all is completed.

We are very disappointed and embarrassed by what Mr. [redacted] has reported regarding the communication with our sales team. We have since remedied the situation and Mr. [redacted] is in daily communication with our Parts & Service Director regarding the status of his vehicle repair. His vehicle...

repair is now complete and awaiting his pickup. All repairs are covered under the manufacturer’s warranty, which came with his new vehicle purchase. Mr. [redacted] is in communication with Chrysler regarding a “buy back” of the vehicle, a program that is through the manufacturer and not the dealership. It is very unfortunate that Mr. [redacted]’s excitement with a new vehicle was so short-lived. However, dealerships have no way of anticipating that a new vehicle would have such issues. It is for situations like these that a manufacturer’s warranty exists.

07/08/2015[redacted]'s 1999 Chrysler 300M (VIN: [redacted]) was towed to Ourisman Jeep, Chrysler, Dodge, Ram, ([redacted], Alexandria Va [redacted]) on Wednesday May 20th, 2015. [redacted] preceded the tow truck to explain that the vehicle would not start, and that someone he...

knew thought it was a problem with the computer. A repair order was written at 3:08pm the same day, and dispatched to a technician the following morning.The technician retrieved the keys and attempted to start the vehicle in the parking lot. The vehicle would not start, and the technician pushed the vehicle into the shop later in the day. Upon inspection the technician found multiple trouble codes active in the Powertrain Control Module. The technician also noted that the vehicle had significant body damage to the front of the vehicle, multiple dents and scratches all around, and significant rust to the underbody of the vehicle. The technician noted the poor condition of the tires, and the general poor condition of the vehicle. It appeared as if the vehicle had not been maintained for many years. Due to the dirt present on the outside of the vehicle, it appeared that the vehicle had sat undriven for possibly a year.The technician focused on the customers complaint, and diagnosed the vehicle as needed a new Powertrain Control Module due to intermittent connectivity with the rest of the system. The technician stated that the PCM would need to be replaced for the vehicle to start, but that the vehicle had many other problems, as well as multiple Diagnostic Trouble Codes related to the Transmission; that would most likely come back ([redacted] - Fault after shift, [redacted] -Transmission loss of prime, [redacted] - Gear ration error in first and second, [redacted] -Camshaft/Crankshaft out of sync). The technician was insistent that the customer be made aware that replacing the PCM was by no means a complete repair to any drivability issues the customer was experiencing. He also commented when reviewing the needed repairs that the vehicle was not worth fixing due to all of the problems that it had.I called [redacted] and left a voicemail stating that the vehicle needed a PCM, but had many other problems that may need to be addressed to get it running. I gave him a price over voicemail and asked him to call me back,[redacted] never returned my call, but instead showed up in person at the dealership on Friday June 5th, at approx 12:00pm. I discussed with him what we had found, and that the vehicle needed to have the PCM replaced in order to continue with diagnosis. I clearly explained that it had many problems, and that the PCM was only a "Start". I clearly explained that the chances of additional repairs being needed after replacing the PCM was very high, and that those repairs would likely be very expensive unto themselves. I then told [redacted] that the PCM replacement would cost $1268, plus tax and miscellaneous charges.[redacted] stated that he knew the vehicle had many problems, and was just interested in getting it running for the time being, I reiterated that while it may run after replacing the PCM, it may take more money to make it drivable.[redacted] said he understood, and authorized me to go ahead with the PCM replacement.We ordered the PCM on Friday June 5th, and it arrived on Friday June 12th. The technician pushed the vehicle back into the shop, removed and replaced the PCM, and programmed it to work with the vehicle. After the PCM replacement the vehicle started normally, albeit with an extended crank. Immediately after starting, the PCM set a hard fault code for the Camshaft/Crankshaft position correlation (P0016). The technician checked the wiring to the sensors, and without finding any faults diagnosed the vehicle as needed a new camshaft position sensor. The camshaft position sensor fault, present before and after the PCM replacement was the cause of the slow cranking condition. The technician explained that the vehicle starts and drives, but the camshaft position sensor needs to be replaced for reliable operation.I called [redacted] on the 12th, and again left a voicemail that the vehicle starts and drives, but the cam sensor needs to be replaced. I explained that the cost to replace the cam sensor was $340, and that I had one in stock. I asked on the message that he call me back as soon as possible to let me know if he would like us to replace it[redacted] never called back to approve or decline the cam sensor replacement. I dosed the repair order, noting that the cam sensor needed to be replaced,[redacted] arrived in the service lane the following week- He stated that he did not want to replace the cam sensor due to lack of funds, and that he intended to pick the vehicle up as is. I directed him to the cashier, and informed him that she would get it pulled around for him. He said he did not have the money to pay for the repairs, but would have it soon. I informed him that was ok, and empathized that it was an expensive repair.[redacted] then asked for me to show him the vehicle, so he could verify that it actually ran, before he paid his bill. I said that was fine, and asked a porter to walk him out to the car to show him that it runs, which he did- I did not see [redacted] again that day. I asked the porter later on in the afternoon if he returned the keys to the cashier, and he informed me that he did.[redacted] called me on Thursday June 24th, to inform me that he had the money to pay for the repair, and would be in on the 25th to pick up the vehicle.On June 25th [redacted] arrived to pick up the vehicle in the late morning and I directed him to the cashier. He paid his bill, and the cashier asked a porter to pull the vehicle around. After approximately 20 minutes of not seeing the vehicle pull around, I went to find the porter. I found him in the shop putting air in the tires. I asked him what the delay was, and he said that the tires were low on air, and the vehicle had to be jump started because it had sat for so long. I returned to the service lane and told [redacted] that it would only be a few more minutes.
The porter pulled the vehicle up in the lane, and [redacted] walked around the vehicle to inspect it. [redacted] walked up to my desk and asked why the vehicle had not been washed. I explained to him that due to the body damage to the front end (the hood especially), that the automated car wash may cause further damage to the vehicle. I informed him that I would be happy to have someone hand wash it, but it would take at least 20 minutes. He shook his head and walked away. Several minutes later I noticed [redacted] complaining to the porter about the vehicle being dirty. The porter looked at me and I shouted across the lane for him to please wash it if [redacted] had the time.The porter took the vehicle to wash it, and returned approximately 15 minutes later.After the vehicle pulled back into the lane, [redacted] again approached my desk and said that the vehicle did not have a noise from under the hood, and from the exhaust when it dropped it off, and wanted to know why the tire was flat. I explained to him that the vehicle was towed to the shop in a non-running condition, and that we were unable to verify what noises it was making upon arrival. I explained that the scope of our work was purely electrical, and that we had not performed any mechanical work to the vehicle. I also explained that the tire was flat because the vehicle needed new tires, and that it had sat on the lot for a while waiting for him to pick it up. I reminded Mr Howard about our conversation where I told him the vehicle had many problems, and how he told me he was only interested in getting the vehicle running again. He nodded, but did not verbally respond. We stood there in silence for a few moments, until I asked if there was anything else he would like to discuss. He pointed to the hood and said "what about that". I looked at the hood, looked back at [redacted], and explained that I was sure he could tell me the nature of the accident he got into where the hood was damaged, but that it was clearly damaged (and rusted) when the vehicle arrived at the dealership. He then asked why the vehicle was slow to start. I reminded him of the cam sensor that he elected not to replace, but stated that if he wanted to replace it today I could do so for $340. Again [redacted] did not verbally respond, but shook his head and walked away.I returned to my desk.
[redacted] got into his vehicle, pulled out of the lane and stopped in the front parking lot I noticed him once again complaining to the porter about his vehicle. I notified Dion the service manager that there was a customer he should probably talk to, and gave him a brief rundown of the situation. Dion walked out to the vehicle and listened to [redacted]'s concerns, Dion reiterated to [redacted] that the vehicle was towed to us in very poor condition, and reviewed the repairs that we performed.As a courtesy, Dion attempted to quiet the belt noise from the engine by applying spray lubricant to the belt. The noise did not change after applying the lubricant and Dion explained that the noise was most likely from a pulley on the front of the engine, and was nothing we possibly could have caused, [redacted] would not change his position that all of his vehicles problems were our fault. Dion respectfully explained that the vehicles problems were due to neglect lack of maintenance, age, and mileage; and could not in any way be related to work performed at Ourisman, or its time spent on our lot. [redacted] did not verbally respond, and after standing there in silence Dion walked away.[redacted] has not contacted me since he picked up the vehicle. And to my knowledge has not contacted anyone in our service department either.
Mike K
Service Advisor

I am looking to get the vehicle I bought paid off, the vehicle I traded in paid off, my new license plates and a settlement.

In response to [redacted], 
After many concerns from [redacted], Ourisman believes that the vehicle has been corrected and repaired to industry standards. We attempted to engage her insurance company to verify our belief. They have refused to reinspect the...

vehicle.
Sincerely,
Lance E[redacted]
Body Shop Manager

In response to [redacted], After many concerns from [redacted], Ourisman believes that the vehicle has been corrected and repaired to industry standards. We attempted to engage her insurance company to verify our belief. They have refused to reinspect the vehicle.Sincerely,Lance...

E[redacted]Body Shop Manager

SeeAttachment

Attached is response from Service manager, originally faxed to ###-###-####Ourisman [redacted] Dodge Of Alexandria5900 Richmond HighwayAlexandria, Virginia 22:303Telephone; ###-###-####02/08/2017Revdex.com 1411 K St. NW, 10" Floor Washington DC 20005-3404Complaint ID: [redacted]To whom it may...

concern:[redacted] brought her vehicle in for service on 12/06/16. She complained that the check engine light was on, that there was a noise from the rear of the vehicle, and requested a recall for the sun visor wiring be performed.The vehicle was given to a technician, and the check engine light was diagnosed as a "Thermostat Rationality" fault, requiring the replacement of the coolant thermostat. The noise from the rear of the vehicle was found to be coming from the rear sway bar bushings.[redacted]'s vehicle had an extended warranty on it from the time of purchase. The "PreOwned Added Care" warranty covered the replacement of the thermostat, but did not cover the replacement of the rear sway bar bushings. The warranty also had a $100 deductible for each visit. [redacted] approved the thermostat replacement, as well as performing the recall which carried no charge. The technician performed the thermostat replacement, the sun visor recall, and also performed a software update to the Powertrain Control Module at no charge.[redacted] picked the vehicle up, and paid the $100 warranty deductible.Several weeks later, [redacted] emailed us stating that she had not received any paperwork when she picked the vehicle up. We found this to be highly unlikely, but we provided her with a pdf copy of her receipt, and a scan of her credit card receipt. I personally asked [redacted] in an email, "If there was anything else she needed in regards to her repair", she did not reply.Several days after my last email to her, she emailed the General Manager of the dealership, stating that she was going to contact the Revdex.com. The GM notified me of her email, and I called [redacted] to see what her concerns were. I left a voicemail asking [redacted] to please contact me, so that we could provide her with whatever documentation she felt she had not received. She did not return my phone call.At this point, we are perplexed as to what [redacted] feels we have done wrong. Her vehicle was properly diagnosed, properly repaired by a factory certified technician, and at no time was she charged anything more than the $100 warranty deductible. At her request, she was promptly provided with any and all service documentation that she requested.In her complaint to the Revdex.com, she stated that the recall was not properly performed. In so far we have no been charged back by [redacted] for an improperly performed recall on [redacted]'s vehicle. Even if we had been, recalls are performed free of charge, and [redacted] was not charged for any recall work performed on her vehicle.Sincerely,Mike K[redacted] Service Manager Ourisman [redacted], Dodge, [redacted]