This unfortunate set of circumstances began with the oil change that the Customer mentioned. We did change her oil, but what resulted after that was of no fault whatsoever to Diehl Automotive. The notes available from the situation that happened over two years ago state that the Customer was told...
that the reason that the vehicle was leaking oil, after the oil change was completed, was due to a defective seal on the oil filter. It had nothing to do with the installation of the filter, or the quality of work that our expert technicians provided to the Customer. Due to the fact it was a defective part, Chrysler was willing to provide a new engine to the Customer at absolutely no charge to her. The engine provided was a remanufactured engine that came directly from Chrysler. It is standard for this engine to be used in this circumstance. At no point did we mislead the Customer regarding the timeframe that the engine would be installed. We are always upfront and professional with our customers, and under no circumstances do we mislead any of our customers, especially with serious repairs such as this one. Although we sympathize with the Customer regarding this situation, we cannot take responsibility for any of the issues she mentions in her complaint. Here at Diehl Automotive, if we make mistakes, we make sure to make them right for the customer. However, in this scenario, our expert technicians performed at the level we expect, and we stand by them.
Ms. [redacted] Revdex.com of Western PA 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE: Customer Service Issue (Complaint ID: [redacted] Ms. [redacted] Please allow for this...
correspondence to serve as a response for the customer complaint referenced above. Customer first came into Diehl Automotive of Robinson on 4/29/16 with concerns regarding a leak in the Air Conditioning system. Our technicians diagnosed a leak in the rear evaporation system as the cause, and recommended to replace it. Customer then elected to reject the recommendation, and paid for one hour of diagnosis, which is standard business practice. Customer then returned on 5/10/16, and elected to have the work done that was suggested on the previous visit. We were able to have her qualify to be covered under a customer care program via Chrysler, which resulted in Customer only paying a $150.00 deductible fee. Customer then returned on 6/18/16 with concerns about a loud noise emanating from the rear of the vehicle. At this juncture, Chrysler engineers were brought in to assist in addressing the Customer’s concerns. At this visit, as recommended by the Chrysler engineer, the rear evaporation system was again replaced, as well as the A/C compressor. The Customer paid nothing out of pocket for any of these services. Finally, Customer brought her vehicle in again on 6/27/16 to have the front evaporation system replaced, again as recommended by a Chrysler engineer. She was told the repairs would be completed within three days. She called the second day, and when she was told the vehicle would not be completed until the next day, she requested her car back. We are confident that this final appointment would have solved the Customer’s issue, but unfortunately were unable to complete the repairs. During all of these visits listed above, the Customer was provided with a rental vehicle at no charge to her. This was offered purely as a courtesy to the Customer, in an effort to alleviate the stress the situation was causing. At Diehl Automotive of Robinson, we attempt to diagnose and repair all concerns that any customer brings to our attention with the care and professionalism expected. We certainly sympathize with the Customer on this issue, but as detailed above, we have made every effort to diagnose and repair all of the concerns the Customer had. This has been an unfortunate situation for all parties involved however, we look forward to assisting the Customer with any future automotive needs she may incur. Sincerely, Diehl Automotive of Robinson, Inc.
10/8/2015 [redacted] Revdex.com of Western Pennsylvania 400 Holiday Drive Suite 220 Pittsburgh, PA 15220 RE: Customer Issue (Complaint ID: [redacted] Ms. [redacted], This correspondence will serve as our response to the...
Customer’s complaint regarding paint damage to her vehicle. Customer brought her vehicle into our business with the concern of paint damage on the hood of her 2015 Jeep Wrangler. We took the car in, and examined it. It is at this time, the damage was revealed to be stains from tree sap. In addition to the two spots on the hood, there were also marks on the front fenders, and roof. We attempted to buff out these stains, and it should be noted at this point that there were already signs of an individual not connected with Diehl Automotive attempt to remove the stains. There were marks from a brillo pad of some sort, which resulted in scratches on the surface of the vehicle. At any rate, we attempted to buff out the stains, at no charge, but the stains were imbedded too deep into the paint, and past the clear coat. By going above and beyond in this circumstance, it is apparent that we did not treat the Customer with the disdain she accuses us of doing. We attempted to rectify the situation, but there is only so much that merely buffing can do. Customer also states that the terms of her warranty were not made clear to her. This is inaccurate. Every customer receives a full explanation of what their warranty covers, and unfortunately in this situation, natural damage such as this is not covered. We understand her frustration with the situation, but have no control over the terms of her said warranty. If Customer has an issue with Chrysler Corporation, it should be brought to their attention. We would like to assist the Customer in any way that we can, to help alleviate the stress this situation has brought. It is our hope that we have the opportunity to fulfill any automotive needs the Customer has in the future, and look forward to working with her. Sincerely, Thomas D[redacted], Esq. Diehl Automotive
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.This appears to be a canned response about interest rates issue. I am no way concerned about my rate. My problem is that the credit department tan my credit 6 times for a rate I already had via pre-approval. Had I been informed they would have ran it this many times I would have stuck with my pre-approval. There should be transparency in this process.At this point I would actually like to know what the rate was on all 6 inquires and how the decision was made to keep running my credit a half dozen times.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Dear [redacted]Believe me, if all of this went as smoothly as this reply letter has made it sound, I would be a satisfied customer. I would not have any complaints! They failed to mention that two different times at pick-up, my side back passenger panel was not attached and the broken pieces were left all over my back seat. Also, at another pick-up, my rear plastic panel was again hanging off and filthy (making me scared to keep having repairs done to the van, if they left the outside like this for me to see, who knows what the underneath & inside looked like). At no time did I reject service to be done on the van, the first time, I just made a different appointment because after sitting there for 3 hours, they told me that if they did any remaining work, it would not be done before they closed & I would have to return anyway, plus I also had to speak to corporate Chrysler because, yes, they were working with me (Diehl makes that sound like a bad thing. When air conditioning breaks at 24,000 miles that is not a good thing). And the last time I refused service because they have had it several times over the past 2 months, including one time for 13 days and it still was not repaired. At NO TIME did they tell me they were confident that they could fix my air conditioning issue, in fact, the service manager Brad told me himself, how technical & complicated these issues were & they had no idea what the problem was. They were going to replace the air core (doing this would have had then take apart my whole dashboard, which terrified of what other problems would occur, after their previous work). And he said if that didn't work, they would then have to replace the receiver dryer? Again, stating to me that he did not know if this would fix the problem. Do you think I would have taken the van knowing that it would be fixed after going through all this?!When I picked it up that last time, it was already there for 2 days & they have not even started any work, I needed to get my van back because I was leaving for vacation and he could not guarantee how long it would take to fix.Another issue that I had was that the light on my rear defrost panel would blink for about a minute EVERYTIME I engaged the van (hit the key fob to get in). This issue only occurred after they "fixed" my compressor, which the service advisor Keith told me could be an electrical issue from putting in the compressor. This happened for a good week before I got it back to them & then once there they told me it was not happening, it is still occurring, plus when light is blinking all of the blowers do not work (air, defrost, heat), they are delayed. I know this light had to be blinking for them. I realize now that if you start the van, it will not happen for about another 5-10 mins after shut off. And how funny it was that day I picked it up, they had my van running for me in the service bay (they have never done that before, always just parked in the lot) so that when I had a mechanic come out to show him the flashing light, it would not do it that fast. But I left & went to the store about 5 mins down the road & of course when I got in, light flashing, blowers delayed. I even video taped it & went back to show Brad st the dealer and all he could say was that they did not see it. This is a problem that they caused and I wish it could be fixed, I'm sure it will become worse down the road (also there was a rattling when I now drove the vehicle after they had it, which I learned was the right rear shock after taking it to a new dealer, so who knows what they were doing to my van while driving it- AGAIN this was not broke when I dropped it off).After submitting this complaint to the Revdex.com, I did take my car to a new dealer as I just stated and they suggested that over $1000 of work still needed to be done to my van. In fact, the service advisor there, [redacted], literally came out and told me in the exact words, "that my air conditioning was a mess!" How could have Diehl, "fixed" my air if all that work is still supposed to be done? The parts that this dealer said are needed were an accuator, housing for air & part, and right rear shock, are not the same parts that Diehl were going to put in, now stating that they were confident it would have solved my issue. So now, I seriously do not know what to believe!I honestly am not sure what my next steps are going to be. I can say that I do not want Diehl to ever touch my vehicle again, but I would like them to at least be accountable for the damage that they caused. I want to make the Revdex.com aware that this is the service they are providing their customers. I know it is a hard call, because it is just my word against theirs, but do you seriously think that I would enter a complaint, waste half of my summer, take time off work, to keep taking my car back to a dealer for no reason at all? Think about it...I know in my heart of hearts what the truth is, I have everything documented and the broken van to prove my valid issues. At least I know I can sleep at night, I don't think I can say that for Brad and a few of the workers there. I am sorry, but that is just how I feel. They did not address my issues and I did follow their advice until these other problems started to occur, then I did not trust them with my van. Please just make sure that someone higher up is aware of this unfortunate situation, I feel that Diehl is able to state this reply because they knew that I would not be returning there. I did pay them $255 (does it matter that Chrysler let me pay a co-pay, that should have nothing to do with anything), but I feel that is why they treated me & my vehicle the way they did, because they felt like they weren't getting paid enough. Chrysler did reimburse them for the rental cars, that's what I was told anyway. When they are keeping my car for days & weeks at a time, several different times, they should provide a rental if they cannot fix it in a timely fashion, plus I bought my van at this dealer & that is their policy. (One of the reasons I took it there in the first place with Chrysler telling me that the air would have to fixed at a dealer).One thing I do agree with Diehl on, is that this has definitely been an unfortunate situation for all parties involved, however, throughout this entire process they have not shown on ounce of accountability for anything and they DO NOT sympathize with the customer, they hardly even take a minute to listen to what you have to say. It was hard to even get someone to call you back or for them to do what they said they were going to do at almost every step.Thank you for your time. Feel free to contact me is necessary.Regards,
[redacted]
Please allow this to serve as the response to the Customer complaint. Firstly, the Customer readily admits that there was no damage on the vehicle whatsoever after the 7/21 visit to our Robinson location, so no alleged damage could have taken place there. Secondly, unfortunately, we must disagree with the claims Customer made regarding the alleged damage that was caused by any employee of ours while we had the vehicle in our possession during the 7/28 visit. We stand by our prior response that the vehicle was put on a rack, which could not have done the type damage that inflicted on the vehicle, and the damage was appropriately recorded. We can emphasize again, that the Customer is welcome to view the time stamp of the pictures for himself to put any concerns at ease. The Service Manager, as well as our company General Manager and FCA Master Technician, witnessed the vehicle being put on the rack, and lifted in the air. They were there to ensure that the process went smoothly, because of previous concerns that the Customer voiced. They can attest to the fact that no damage was done to the vehicle prior to when the vehicle was put on the rack, and also at any point while the vehicle was on the rack. Finally, although FCA advised that 24 miles was excessive test drive mileage on the vehicle, this differs on a case-by-case basis, and we do what is necessary to ensure the vehicle is fixed properly. While again we understand the Customers frustration with the situation, we did not cause damage to his vehicle, and therefore cannot take responsibility for it. At Diehl Automotive, we are not afraid of taking responsibility for our mistakes when we make them, because we understand mistakes happen. However, with this circumstance, we simply did not cause any damage to the Customers vehicle. We thank the Customer for his business, and we look forward to assisting him with any future automotive needs he may incur.
Please allow this correspondence to serve a response to the complaint listed above. As was stated in the initial response, we were concerned, as directed by the Customer, with getting him the best possible interest rate. It is industry standard operating procedure to proceed in the manner that we did. Again, we always act in the best interests of our Customers, especially when they have specific concerns. If the Customer has any further questions regarding this matter, we invite him to call us at any time to discuss it in as much detail as needed to make him feel more comfortable with any remaining concerns he has.
This unfortunate set of circumstances began with the oil change that the Customer mentioned. We did change her oil, but what resulted after that was of no fault whatsoever to Diehl Automotive. The notes available from the situation that happened over two years ago state that the Customer was told...
that the reason that the vehicle was leaking oil, after the oil change was completed, was due to a defective seal on the oil filter. It had nothing to do with the installation of the filter, or the quality of work that our expert technicians provided to the Customer. Due to the fact it was a defective part, Chrysler was willing to provide a new engine to the Customer at absolutely no charge to her. The engine provided was a remanufactured engine that came directly from Chrysler. It is standard for this engine to be used in this circumstance. At no point did we mislead the Customer regarding the timeframe that the engine would be installed. We are always upfront and professional with our customers, and under no circumstances do we mislead any of our customers, especially with serious repairs such as this one. Although we sympathize with the Customer regarding this situation, we cannot take responsibility for any of the issues she mentions in her complaint. Here at Diehl Automotive, if we make mistakes, we make sure to make them right for the customer. However, in this scenario, our expert technicians performed at the level we expect, and we stand by them.
Ms. [redacted] Revdex.com of Western PA 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE: Customer Service Issue (Complaint ID: [redacted] Ms. [redacted] Please allow for this...
correspondence to serve as a response for the customer complaint referenced above. Customer first came into Diehl Automotive of Robinson on 4/29/16 with concerns regarding a leak in the Air Conditioning system. Our technicians diagnosed a leak in the rear evaporation system as the cause, and recommended to replace it. Customer then elected to reject the recommendation, and paid for one hour of diagnosis, which is standard business practice. Customer then returned on 5/10/16, and elected to have the work done that was suggested on the previous visit. We were able to have her qualify to be covered under a customer care program via Chrysler, which resulted in Customer only paying a $150.00 deductible fee. Customer then returned on 6/18/16 with concerns about a loud noise emanating from the rear of the vehicle. At this juncture, Chrysler engineers were brought in to assist in addressing the Customer’s concerns. At this visit, as recommended by the Chrysler engineer, the rear evaporation system was again replaced, as well as the A/C compressor. The Customer paid nothing out of pocket for any of these services. Finally, Customer brought her vehicle in again on 6/27/16 to have the front evaporation system replaced, again as recommended by a Chrysler engineer. She was told the repairs would be completed within three days. She called the second day, and when she was told the vehicle would not be completed until the next day, she requested her car back. We are confident that this final appointment would have solved the Customer’s issue, but unfortunately were unable to complete the repairs. During all of these visits listed above, the Customer was provided with a rental vehicle at no charge to her. This was offered purely as a courtesy to the Customer, in an effort to alleviate the stress the situation was causing. At Diehl Automotive of Robinson, we attempt to diagnose and repair all concerns that any customer brings to our attention with the care and professionalism expected. We certainly sympathize with the Customer on this issue, but as detailed above, we have made every effort to diagnose and repair all of the concerns the Customer had. This has been an unfortunate situation for all parties involved however, we look forward to assisting the Customer with any future automotive needs she may incur. Sincerely, Diehl Automotive of Robinson, Inc.
10/8/2015 [redacted] Revdex.com of Western Pennsylvania 400 Holiday Drive Suite 220 Pittsburgh, PA 15220 RE: Customer Issue (Complaint ID: [redacted] Ms. [redacted], This correspondence will serve as our response to the...
Customer’s complaint regarding paint damage to her vehicle. Customer brought her vehicle into our business with the concern of paint damage on the hood of her 2015 Jeep Wrangler. We took the car in, and examined it. It is at this time, the damage was revealed to be stains from tree sap. In addition to the two spots on the hood, there were also marks on the front fenders, and roof. We attempted to buff out these stains, and it should be noted at this point that there were already signs of an individual not connected with Diehl Automotive attempt to remove the stains. There were marks from a brillo pad of some sort, which resulted in scratches on the surface of the vehicle. At any rate, we attempted to buff out the stains, at no charge, but the stains were imbedded too deep into the paint, and past the clear coat. By going above and beyond in this circumstance, it is apparent that we did not treat the Customer with the disdain she accuses us of doing. We attempted to rectify the situation, but there is only so much that merely buffing can do. Customer also states that the terms of her warranty were not made clear to her. This is inaccurate. Every customer receives a full explanation of what their warranty covers, and unfortunately in this situation, natural damage such as this is not covered. We understand her frustration with the situation, but have no control over the terms of her said warranty. If Customer has an issue with Chrysler Corporation, it should be brought to their attention. We would like to assist the Customer in any way that we can, to help alleviate the stress this situation has brought. It is our hope that we have the opportunity to fulfill any automotive needs the Customer has in the future, and look forward to working with her. Sincerely, Thomas D[redacted], Esq. Diehl Automotive
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.This appears to be a canned response about interest rates issue. I am no way concerned about my rate. My problem is that the credit department tan my credit 6 times for a rate I already had via pre-approval. Had I been informed they would have ran it this many times I would have stuck with my pre-approval. There should be transparency in this process.At this point I would actually like to know what the rate was on all 6 inquires and how the decision was made to keep running my credit a half dozen times.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Dear [redacted]Believe me, if all of this went as smoothly as this reply letter has made it sound, I would be a satisfied customer. I would not have any complaints! They failed to mention that two different times at pick-up, my side back passenger panel was not attached and the broken pieces were left all over my back seat. Also, at another pick-up, my rear plastic panel was again hanging off and filthy (making me scared to keep having repairs done to the van, if they left the outside like this for me to see, who knows what the underneath & inside looked like). At no time did I reject service to be done on the van, the first time, I just made a different appointment because after sitting there for 3 hours, they told me that if they did any remaining work, it would not be done before they closed & I would have to return anyway, plus I also had to speak to corporate Chrysler because, yes, they were working with me (Diehl makes that sound like a bad thing. When air conditioning breaks at 24,000 miles that is not a good thing). And the last time I refused service because they have had it several times over the past 2 months, including one time for 13 days and it still was not repaired. At NO TIME did they tell me they were confident that they could fix my air conditioning issue, in fact, the service manager Brad told me himself, how technical & complicated these issues were & they had no idea what the problem was. They were going to replace the air core (doing this would have had then take apart my whole dashboard, which terrified of what other problems would occur, after their previous work). And he said if that didn't work, they would then have to replace the receiver dryer? Again, stating to me that he did not know if this would fix the problem. Do you think I would have taken the van knowing that it would be fixed after going through all this?!When I picked it up that last time, it was already there for 2 days & they have not even started any work, I needed to get my van back because I was leaving for vacation and he could not guarantee how long it would take to fix.Another issue that I had was that the light on my rear defrost panel would blink for about a minute EVERYTIME I engaged the van (hit the key fob to get in). This issue only occurred after they "fixed" my compressor, which the service advisor Keith told me could be an electrical issue from putting in the compressor. This happened for a good week before I got it back to them & then once there they told me it was not happening, it is still occurring, plus when light is blinking all of the blowers do not work (air, defrost, heat), they are delayed. I know this light had to be blinking for them. I realize now that if you start the van, it will not happen for about another 5-10 mins after shut off. And how funny it was that day I picked it up, they had my van running for me in the service bay (they have never done that before, always just parked in the lot) so that when I had a mechanic come out to show him the flashing light, it would not do it that fast. But I left & went to the store about 5 mins down the road & of course when I got in, light flashing, blowers delayed. I even video taped it & went back to show Brad st the dealer and all he could say was that they did not see it. This is a problem that they caused and I wish it could be fixed, I'm sure it will become worse down the road (also there was a rattling when I now drove the vehicle after they had it, which I learned was the right rear shock after taking it to a new dealer, so who knows what they were doing to my van while driving it- AGAIN this was not broke when I dropped it off).After submitting this complaint to the Revdex.com, I did take my car to a new dealer as I just stated and they suggested that over $1000 of work still needed to be done to my van. In fact, the service advisor there, [redacted], literally came out and told me in the exact words, "that my air conditioning was a mess!" How could have Diehl, "fixed" my air if all that work is still supposed to be done? The parts that this dealer said are needed were an accuator, housing for air & part, and right rear shock, are not the same parts that Diehl were going to put in, now stating that they were confident it would have solved my issue. So now, I seriously do not know what to believe!I honestly am not sure what my next steps are going to be. I can say that I do not want Diehl to ever touch my vehicle again, but I would like them to at least be accountable for the damage that they caused. I want to make the Revdex.com aware that this is the service they are providing their customers. I know it is a hard call, because it is just my word against theirs, but do you seriously think that I would enter a complaint, waste half of my summer, take time off work, to keep taking my car back to a dealer for no reason at all? Think about it...I know in my heart of hearts what the truth is, I have everything documented and the broken van to prove my valid issues. At least I know I can sleep at night, I don't think I can say that for Brad and a few of the workers there. I am sorry, but that is just how I feel. They did not address my issues and I did follow their advice until these other problems started to occur, then I did not trust them with my van. Please just make sure that someone higher up is aware of this unfortunate situation, I feel that Diehl is able to state this reply because they knew that I would not be returning there. I did pay them $255 (does it matter that Chrysler let me pay a co-pay, that should have nothing to do with anything), but I feel that is why they treated me & my vehicle the way they did, because they felt like they weren't getting paid enough. Chrysler did reimburse them for the rental cars, that's what I was told anyway. When they are keeping my car for days & weeks at a time, several different times, they should provide a rental if they cannot fix it in a timely fashion, plus I bought my van at this dealer & that is their policy. (One of the reasons I took it there in the first place with Chrysler telling me that the air would have to fixed at a dealer).One thing I do agree with Diehl on, is that this has definitely been an unfortunate situation for all parties involved, however, throughout this entire process they have not shown on ounce of accountability for anything and they DO NOT sympathize with the customer, they hardly even take a minute to listen to what you have to say. It was hard to even get someone to call you back or for them to do what they said they were going to do at almost every step.Thank you for your time. Feel free to contact me is necessary.Regards,
[redacted]
Please allow this to serve as the response to the Customer complaint. Firstly, the Customer readily admits that there was no damage on the vehicle whatsoever after the 7/21 visit to our Robinson location, so no alleged damage could have taken place there. Secondly, unfortunately, we must disagree with the claims Customer made regarding the alleged damage that was caused by any employee of ours while we had the vehicle in our possession during the 7/28 visit. We stand by our prior response that the vehicle was put on a rack, which could not have done the type damage that inflicted on the vehicle, and the damage was appropriately recorded. We can emphasize again, that the Customer is welcome to view the time stamp of the pictures for himself to put any concerns at ease. The Service Manager, as well as our company General Manager and FCA Master Technician, witnessed the vehicle being put on the rack, and lifted in the air. They were there to ensure that the process went smoothly, because of previous concerns that the Customer voiced. They can attest to the fact that no damage was done to the vehicle prior to when the vehicle was put on the rack, and also at any point while the vehicle was on the rack. Finally, although FCA advised that 24 miles was excessive test drive mileage on the vehicle, this differs on a case-by-case basis, and we do what is necessary to ensure the vehicle is fixed properly. While again we understand the Customers frustration with the situation, we did not cause damage to his vehicle, and therefore cannot take responsibility for it. At Diehl Automotive, we are not afraid of taking responsibility for our mistakes when we make them, because we understand mistakes happen. However, with this circumstance, we simply did not cause any damage to the Customers vehicle. We thank the Customer for his business, and we look forward to assisting him with any future automotive needs he may incur.
Please allow this correspondence to serve a response to the complaint listed above. As was stated in the initial response, we were concerned, as directed by the Customer, with getting him the best possible interest rate. It is industry standard operating procedure to proceed in the manner that we did. Again, we always act in the best interests of our Customers, especially when they have specific concerns. If the Customer has any further questions regarding this matter, we invite him to call us at any time to discuss it in as much detail as needed to make him feel more comfortable with any remaining concerns he has.