In response to [redacted] , After many concerns from [redacted] , Ourisman believes that the vehicle has been corrected and repaired to industry standardsWe attempted to engage her insurance company to verify our beliefThey have refused to reinspect the vehicle.Sincerely,Lance E [redacted] Body Shop Manager
[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: [redacted] I am rejecting this response because: The Car dealership are licensed professionals in their trade and craft It is up to them to provide due diligence, the truth, and factual information on the products they represent to the public I would of never bought a damaged car In addition why would a buy an extended warranty when they provided a factory warranty Their response sounds somewhat suspicious The car was a with very little mileage on it The car(Samjer) salesman said the former owner was a veteran who lived in PA and drove long distances for short period of time They sold the car to him andbought it back It was a scam from the beginning ONE MUST DISCLOSE THE TRUTH We can do this in court and call my college roommate at the [redacted] or do the right thing In addition this car has already been in the shop twice for repairs.Moreover, I have witnesses showing employees driving my car down [redacted] getting lunch after receiving call hours prior that my car was ready for pick upWhy would I pay for a warranty on fraudulent car sale? This is far from being resolved Regards, [redacted] ***
Attached is a letter from the service manager, previously faxed in to ###-###-####Ourisman [redacted] DodgeRichmond HighwayAlexandria, Virginia 22303Telephone###-###-####O1/30/2017Revdex.com K StNW, 10" Floor Washington DC 20005-3404Complaint ID: [redacted] To whom it may concern: [redacted] [redacted] 's [redacted] was in our shop for a recall and maintenance work on 10/27/The vehicle was in an accident while being test driven by one of our employees, on a post repair test drive.Upon initial inspection after the accident, it appeared that the vehicle was easily repairable [redacted] was informed of the accident, and was assured by her service advisor, and myself, that the vehicle would be fully repaired at no cost to her, and that she would be provided with transportation while it was in the shopSince the accident occurred in the evening hours, it was the next day before a claim could be filed with our insurance provider, [redacted] ***[redacted] was not happy with the courtesy vehicle that she was initially provided with (a new [redacted] ) [redacted] was informed that it was the only vehicle we had available at that time, but as soon as another one came back (that was more acceptable to her) we would Swap her out [redacted] protested, but left with the vehicle for the night.The next day I reported the accident to [redacted] ***, and informed [redacted] that I had done soShe stated that she had called her insurance company [redacted] , and that they were going to come out to look at the vehicleAt no point had anyone from Ourisman asked [redacted] to file a claim on her own with [redacted] At this point we were still operating under the assumption that the vehicle would be repaired through our insurance, as one of our employees was driving it at the time of the accident.I had no contact with [redacted] until Monday the 31', when [redacted] called me to tell me that she did not want to keep driving our [redacted] , and that she was going to rent a vehicle under the accident claim that she had filed with [redacted] [redacted] Stated that she would not return the vehicle to the dealership, and if we wanted it back we would have to drive to her place of employment to pick it upMyself and the Fixed Operations director drove to her job that afternoon to pick the vehicle up.The next day, [redacted] called to inform us that the vehicle was going to be towed out, and taken to another shop for repairThis was done of [redacted] 's own accordI informed her again that we were more than willing to repair the vehicle without her going through her insurance, but she stated that she was more comfortable going through [redacted] The vehicle was picked up by a tow truck and towed out later that day.Due to [redacted] 's continued belligerence, I turned the matter over to my supervisor Chris M [redacted] (Fixed Operations Manager for Ourisman Dodge Alexandria)Chris continued to work with [redacted] over the next week or so, making sure that she was refunded for the services performed on her vehicle before the accident, as well as the gas she had put into our rental vehicleBoth of these were gestures of goodwill, and were done in the interests of customer service.The fact that the vehicle was a total loss, was due to the vehicles age, mileage, and the preexisting body damage that existed on the vehicle before it arrived at our shopIt was not a total loss due to the severity of the accidentAs one of our employees caused the accident, and as we assumed we would be repairing it, if [redacted] had left the vehicle in our care, it would not have been a total lossWe would have repaired the vehicle and returned it to [redacted] .At no time during this process was [redacted] ever misled, or left to fend for herselfFrom the moment the accident occurred, we provided her with the assurance that we would repair the vehicle and return it to her at no charge, and in a better condition than it was left with us in [redacted] decided on her own that she did not want us involved in the repair of the vehicleShe elected to return our rental, she elected to go through [redacted] , she elected tow the vehicle to another shop, she elected to cut us out of the process completely.As it stands, we have conducted ourselves with professionalism, and have gone above and beyond for [redacted] We have followed our insurance company's instructions to the letterSince [redacted] elected to go through [redacted] , knowing up front that she would be required to pay her deductible, we cannot be responsible for the time that it takes for her deductible to be returned to her, while [redacted] and PDP go through the subrogation processHer deductible will be returned to her, but the time it takes for that to happen is in [redacted] 's hands, not ours.Sincerely,Mike K***Service Manager Ourisman ***, [redacted] , Dodge, ***
07/08/[redacted] 's Chrysler 300M (VIN: [redacted] ) was towed to Ourisman Jeep, Chrysler, Dodge, Ram, ( [redacted] ***, Alexandria Va ***) on Wednesday May 20th, [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 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 ( [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 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 [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 runningI 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 12:00pmI 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 [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 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 [redacted] 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 [redacted] never called back to approve or decline the cam sensor replacementI 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 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[redacted] 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 [redacted] 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[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 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 [redacted] that it would only be a few more minutesThe 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 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 [redacted] 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 [redacted] had the time.The porter took the vehicle to wash it, and returned approximately 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 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 [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 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 [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 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 [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 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, [redacted] 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 [redacted] did not verbally respond, and after standing there in silence Dion walked away[redacted] has not contacted me since he picked up the vehicleAnd to my knowledge has not contacted anyone in our service department eitherMike K Service Advisor
Date: Mon, Aug 31, at 12:PMSubject: Complaint ID [redacted] To: [redacted] @myRevdex.com.orgHi [redacted] , Regarding the above mentioned complaint from [redacted] ***, the [redacted] still does not show that the vehicle was damaged and the previous owner did not inform us of any damagesIn our last conversation with [redacted] ***, we invited him to bring in his vehicle so we may check to see if there was in fact any damage to the vehicleThank you, Pauline K**Executive Assistant to the CFOOurisman Automotive of Virginia
December 01, 2015Ourisman has repaired the concern with a software update as of November 24, Ourisman supplied a loaner vehicle at no expense to [redacted] for six (6) days (less a five dollar gas charge).The buy back process is completed by [redacted] ***., not the franchise dealerOurisman has supplied [redacted] with the contact information for [redacted] ***to begin the buy back attemptThis is completed exclusively by the manufacturerIf [redacted] is in need of customer service, their phone number is ###-###-####.If any further assistance is required, please feel free to contact me.Sincerely, Chris MService Director
[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: [redacted] I am rejecting this response because: The Car dealership are licensed professionals in their trade and craft It is up to them to provide due diligence, the truth, and factual information on the products they represent to the public I would of never bought a damaged car In addition why would a buy an extended warranty when they provided a factory warranty Their response sounds somewhat suspicious The car was a with very little mileage on it The car(Samjer) salesman said the former owner was a veteran who lived in PA and drove long distances for short period of time They sold the car to him and bought it back It was a scam from the beginning ONE MUST DISCLOSE THE TRUTH We can do this in court and call my college roommate at the [redacted] or do the right thing In addition this car has already been in the shop twice for repairsMoreover, I have witnesses showing employees driving my car down [redacted] getting lunch after receiving call hours prior that my car was ready for pick up Why would I pay for a warranty on fraudulent car sale? This is far from being resolved Regards, [redacted] ***
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 fixedThe message in this email is the letter I am sending to Ourisman Dodge IncI 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, against Ourisman Dodge IncIn May, my husband and I went to the dealer and bought a Jeep Wrangler As we financed through the dealer we told them not to run our credit a lot, three times MAXAlthough I told them not to run my credit more than times they failed to listen to me and ran my credit times insteadThat is a ridiculous amount of hits to my credit for one saleAs I mentioned to the Better Business Bauru, I didn’t realize Ourisman Dodge Incran my credit 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 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
In response to [redacted] , After many concerns from [redacted] , Ourisman believes that the vehicle has been corrected and repaired to industry standardsWe attempted to engage her insurance company to verify our beliefThey have refused to reinspect the vehicleSincerely, Lance E [redacted] Body Shop Manager
Attached is response from Service manager, originally faxed to ###-###-####Ourisman [redacted] *** Dodge Of AlexandriaRichmond HighwayAlexandria, Virginia 22:303Telephone; ###-###-####02/08/2017Revdex.com K StNW, 10" Floor Washington DC 20005-3404Complaint ID: [redacted] To whom it may concern: [redacted] brought her vehicle in for service on 12/06/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 thermostatThe 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 purchaseThe "PreOwned Added Care" warranty covered the replacement of the thermostat, but did not cover the replacement of the rear sway bar bushingsThe warranty also had a $deductible for each visit [redacted] approved the thermostat replacement, as well as performing the recall which carried no chargeThe 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 $warranty deductible.Several weeks later, [redacted] emailed us stating that she had not received any paperwork when she picked the vehicle upWe found this to be highly unlikely, but we provided her with a pdf copy of her receipt, and a scan of her credit card receiptI 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.comThe GM notified me of her email, and I called [redacted] to see what her concerns wereI left a voicemail asking [redacted] to please contact me, so that we could provide her with whatever documentation she felt she had not receivedShe did not return my phone call.At this point, we are perplexed as to what [redacted] feels we have done wrongHer vehicle was properly diagnosed, properly repaired by a factory certified technician, and at no time was she charged anything more than the $warranty deductibleAt 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 performedIn so far we have no been charged back by [redacted] for an improperly performed recall on [redacted] 's vehicleEven 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, ***
In response to [redacted] , After many concerns from [redacted] , Ourisman believes that the vehicle has been corrected and repaired to industry standardsWe attempted to engage her insurance company to verify our beliefThey have refused to reinspect the vehicle.Sincerely,Lance E [redacted] Body Shop Manager
[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: [redacted] I am rejecting this response because: The Car dealership are licensed professionals in their trade and craft It is up to them to provide due diligence, the truth, and factual information on the products they represent to the public I would of never bought a damaged car In addition why would a buy an extended warranty when they provided a factory warranty Their response sounds somewhat suspicious The car was a with very little mileage on it The car(Samjer) salesman said the former owner was a veteran who lived in PA and drove long distances for short period of time They sold the car to him andbought it back It was a scam from the beginning ONE MUST DISCLOSE THE TRUTH We can do this in court and call my college roommate at the [redacted] or do the right thing In addition this car has already been in the shop twice for repairs.Moreover, I have witnesses showing employees driving my car down [redacted] getting lunch after receiving call hours prior that my car was ready for pick upWhy would I pay for a warranty on fraudulent car sale? This is far from being resolved Regards, [redacted] ***
Attached is a letter from the service manager, previously faxed in to ###-###-####Ourisman [redacted] DodgeRichmond HighwayAlexandria, Virginia 22303Telephone###-###-####O1/30/2017Revdex.com K StNW, 10" Floor Washington DC 20005-3404Complaint ID: [redacted] To whom it may concern: [redacted] [redacted] 's [redacted] was in our shop for a recall and maintenance work on 10/27/The vehicle was in an accident while being test driven by one of our employees, on a post repair test drive.Upon initial inspection after the accident, it appeared that the vehicle was easily repairable [redacted] was informed of the accident, and was assured by her service advisor, and myself, that the vehicle would be fully repaired at no cost to her, and that she would be provided with transportation while it was in the shopSince the accident occurred in the evening hours, it was the next day before a claim could be filed with our insurance provider, [redacted] ***[redacted] was not happy with the courtesy vehicle that she was initially provided with (a new [redacted] ) [redacted] was informed that it was the only vehicle we had available at that time, but as soon as another one came back (that was more acceptable to her) we would Swap her out [redacted] protested, but left with the vehicle for the night.The next day I reported the accident to [redacted] ***, and informed [redacted] that I had done soShe stated that she had called her insurance company [redacted] , and that they were going to come out to look at the vehicleAt no point had anyone from Ourisman asked [redacted] to file a claim on her own with [redacted] At this point we were still operating under the assumption that the vehicle would be repaired through our insurance, as one of our employees was driving it at the time of the accident.I had no contact with [redacted] until Monday the 31', when [redacted] called me to tell me that she did not want to keep driving our [redacted] , and that she was going to rent a vehicle under the accident claim that she had filed with [redacted] [redacted] Stated that she would not return the vehicle to the dealership, and if we wanted it back we would have to drive to her place of employment to pick it upMyself and the Fixed Operations director drove to her job that afternoon to pick the vehicle up.The next day, [redacted] called to inform us that the vehicle was going to be towed out, and taken to another shop for repairThis was done of [redacted] 's own accordI informed her again that we were more than willing to repair the vehicle without her going through her insurance, but she stated that she was more comfortable going through [redacted] The vehicle was picked up by a tow truck and towed out later that day.Due to [redacted] 's continued belligerence, I turned the matter over to my supervisor Chris M [redacted] (Fixed Operations Manager for Ourisman Dodge Alexandria)Chris continued to work with [redacted] over the next week or so, making sure that she was refunded for the services performed on her vehicle before the accident, as well as the gas she had put into our rental vehicleBoth of these were gestures of goodwill, and were done in the interests of customer service.The fact that the vehicle was a total loss, was due to the vehicles age, mileage, and the preexisting body damage that existed on the vehicle before it arrived at our shopIt was not a total loss due to the severity of the accidentAs one of our employees caused the accident, and as we assumed we would be repairing it, if [redacted] had left the vehicle in our care, it would not have been a total lossWe would have repaired the vehicle and returned it to [redacted] .At no time during this process was [redacted] ever misled, or left to fend for herselfFrom the moment the accident occurred, we provided her with the assurance that we would repair the vehicle and return it to her at no charge, and in a better condition than it was left with us in [redacted] decided on her own that she did not want us involved in the repair of the vehicleShe elected to return our rental, she elected to go through [redacted] , she elected tow the vehicle to another shop, she elected to cut us out of the process completely.As it stands, we have conducted ourselves with professionalism, and have gone above and beyond for [redacted] We have followed our insurance company's instructions to the letterSince [redacted] elected to go through [redacted] , knowing up front that she would be required to pay her deductible, we cannot be responsible for the time that it takes for her deductible to be returned to her, while [redacted] and PDP go through the subrogation processHer deductible will be returned to her, but the time it takes for that to happen is in [redacted] 's hands, not ours.Sincerely,Mike K***Service Manager Ourisman ***, [redacted] , Dodge, ***
On Sunday, February 22, 2015, [redacted] purchased the vehicle with the repairs made
07/08/[redacted] 's Chrysler 300M (VIN: [redacted] ) was towed to Ourisman Jeep, Chrysler, Dodge, Ram, ( [redacted] ***, Alexandria Va ***) on Wednesday May 20th, [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 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 ( [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 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 [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 runningI 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 12:00pmI 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 [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 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 [redacted] 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 [redacted] never called back to approve or decline the cam sensor replacementI 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 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[redacted] 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 [redacted] 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[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 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 [redacted] that it would only be a few more minutesThe 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 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 [redacted] 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 [redacted] had the time.The porter took the vehicle to wash it, and returned approximately 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 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 [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 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 [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 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 [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 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, [redacted] 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 [redacted] did not verbally respond, and after standing there in silence Dion walked away[redacted] has not contacted me since he picked up the vehicleAnd to my knowledge has not contacted anyone in our service department eitherMike K Service Advisor
Date: Mon, Aug 31, at 12:PMSubject: Complaint ID [redacted] To: [redacted] @myRevdex.com.orgHi [redacted] , Regarding the above mentioned complaint from [redacted] ***, the [redacted] still does not show that the vehicle was damaged and the previous owner did not inform us of any damagesIn our last conversation with [redacted] ***, we invited him to bring in his vehicle so we may check to see if there was in fact any damage to the vehicleThank you, Pauline K**Executive Assistant to the CFOOurisman Automotive of Virginia
December 01, 2015Ourisman has repaired the concern with a software update as of November 24, Ourisman supplied a loaner vehicle at no expense to [redacted] for six (6) days (less a five dollar gas charge).The buy back process is completed by [redacted] ***., not the franchise dealerOurisman has supplied [redacted] with the contact information for [redacted] ***to begin the buy back attemptThis is completed exclusively by the manufacturerIf [redacted] is in need of customer service, their phone number is ###-###-####.If any further assistance is required, please feel free to contact me.Sincerely, Chris MService Director
[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: [redacted] I am rejecting this response because: The Car dealership are licensed professionals in their trade and craft It is up to them to provide due diligence, the truth, and factual information on the products they represent to the public I would of never bought a damaged car In addition why would a buy an extended warranty when they provided a factory warranty Their response sounds somewhat suspicious The car was a with very little mileage on it The car(Samjer) salesman said the former owner was a veteran who lived in PA and drove long distances for short period of time They sold the car to him and bought it back It was a scam from the beginning ONE MUST DISCLOSE THE TRUTH We can do this in court and call my college roommate at the [redacted] or do the right thing In addition this car has already been in the shop twice for repairsMoreover, I have witnesses showing employees driving my car down [redacted] getting lunch after receiving call hours prior that my car was ready for pick up Why would I pay for a warranty on fraudulent car sale? This is far from being resolved Regards, [redacted] ***
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 fixedThe message in this email is the letter I am sending to Ourisman Dodge IncI 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, against Ourisman Dodge IncIn May, my husband and I went to the dealer and bought a Jeep Wrangler As we financed through the dealer we told them not to run our credit a lot, three times MAXAlthough I told them not to run my credit more than times they failed to listen to me and ran my credit times insteadThat is a ridiculous amount of hits to my credit for one saleAs I mentioned to the Better Business Bauru, I didn’t realize Ourisman Dodge Incran my credit 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 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
In response to [redacted] , After many concerns from [redacted] , Ourisman believes that the vehicle has been corrected and repaired to industry standardsWe attempted to engage her insurance company to verify our beliefThey have refused to reinspect the vehicleSincerely, Lance E [redacted] Body Shop Manager
SeeAttachment
Attached is response from Service manager, originally faxed to ###-###-####Ourisman [redacted] *** Dodge Of AlexandriaRichmond HighwayAlexandria, Virginia 22:303Telephone; ###-###-####02/08/2017Revdex.com K StNW, 10" Floor Washington DC 20005-3404Complaint ID: [redacted] To whom it may concern: [redacted] brought her vehicle in for service on 12/06/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 thermostatThe 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 purchaseThe "PreOwned Added Care" warranty covered the replacement of the thermostat, but did not cover the replacement of the rear sway bar bushingsThe warranty also had a $deductible for each visit [redacted] approved the thermostat replacement, as well as performing the recall which carried no chargeThe 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 $warranty deductible.Several weeks later, [redacted] emailed us stating that she had not received any paperwork when she picked the vehicle upWe found this to be highly unlikely, but we provided her with a pdf copy of her receipt, and a scan of her credit card receiptI 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.comThe GM notified me of her email, and I called [redacted] to see what her concerns wereI left a voicemail asking [redacted] to please contact me, so that we could provide her with whatever documentation she felt she had not receivedShe did not return my phone call.At this point, we are perplexed as to what [redacted] feels we have done wrongHer vehicle was properly diagnosed, properly repaired by a factory certified technician, and at no time was she charged anything more than the $warranty deductibleAt 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 performedIn so far we have no been charged back by [redacted] for an improperly performed recall on [redacted] 's vehicleEven 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, ***