Pearson Chrysler Jeep Dodge

Review: Had my [redacted] serviced in March/2016 for the ETC/BAS light coming on and vehicle losing power and was charged $1700.00. I'm under one year 100,00 mile repair warranty..this issue reoccurred July 20th 2016...When I notified the dealership of this issue and requested to bring it in for repairs I was told that I could not bring it in to be serviced until July 25th 2016 I requested a loaner car so I could make it to work and would not make the issue with the vehicle worse and was denied until I bring the car in on the 25th.Desired Settlement: I need my vehicle completely repaired..and I should have been awarded a loaner vehicle to have been able to make it to work and not make the issue worse by driving the problemed vehicle and paying out of my own pocket for a rental car

Business

Response:

I apologize for not being able to get Mr. [redacted] in for service sooner. I’m sure this caused and inconvenience and for that I’m sorry. At this point we have repaired the vehicle and he was provided a rental car at no charge. We found the part (powertrain control module) we installed previously failed causing the warning light to illuminate. The part and labor were covered under manufactures warranty and the vehicle was returned to the customer yesterday July 27, 2016. We followed up today (July 28th) and we were told everything is working as expected. I hope this takes care of the issue and the vehicle is able to provide many more miles of uninterrupted enjoyment. If there is anything else I can do to assist, don't hesitate to call me at 804-965-0300.Sincerely,Jason H[redacted]General ManagerPearson Chrysler - Jeep - Dodge

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

We received recall information regarding the fuel system on our van so I made an appointment and dropped it off at Pearson Chrysler. The letter stated exactly the issues we had been experiencing (strong smell of fuel & the van would stall once the tank was filled with gas). The service department at Pearson just called me saying they will replace the tank as necessary due to the recall but that my fuel pump is going bad and they will be happy to replace it for me with no labor cost meaning I would only pay for the part. Then he told me that the part would cost me $450. Seriously!?! A fuel pump at [redacted] costs $156. We told them to only replace the portions covered by the recall. They called again roughly 10 minutes later to inform us that "sometimes fuel pumps get cracked when removing the tank. In that case we will be required to replace it." I told them to leave my van alone and that I will take it to a more trustworthy source for its repairs. Can we say [redacted]?!?! Do not trust these [redacted]!!!!

Review: today in the mail I received a solicitation with the address [redacted], with the name [redacted], General Manager. As I have stated before to this company, more than once, I don't do business with solicitors. I do not wish to be contacted in any way, shape or form by this company.Desired Settlement: Stop contacting me.

Business

Response:

I apologize for the promotional material that’s being delivered to Mr. [redacted]. Our company uses a third party vendor to handle direct mail that uses 2 sources for the mailing list. The first source is our database of which we have control over; it includes our prospects, sales and service customers. The second source which we have less personal control over is provided by the third party vendor and consists of what they consider in market prospects. Mr. [redacted]’s name has been removed from our database and I have also notified the vendor to remove his name from their list. The direct mail pieces we send do include opt out instructions so that customers can choose not to receive mail. Once again, I am sorry for the inconvenience and I hope the actions we’ve taken alleviates the issue.Sincerely,[redacted]General ManagerPearson Chrysler - Jeep - Dodge

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

my jeep had been in the service department at Pearson Jeep for over a month. When I picked it up today, the driver seat had been lowered and all the way back, at about a 45 degree angle. When I brought the Jeep to Pearson the seat worked perfectly, when I attempted to adjust the seat to my driving position it made a grinding noise. I'm curious why the service department felt it necessary to adjust the seat to an "extreme" position? I'm taking the jeep back tomorrow, but don't expect any satisfaction from the dealership!

Review: I have never requested information from this dealership, yet, they continue to mail solicitations to my house, even though I have called and emailed them several times to remove me from their mailing list. A secretary says she will take care of it, I have emailed and left voice mail for [redacted] at this dealership, but the solicitations continue. Please do not send me anything else. Remove from mailing list.Desired Settlement: Remove from mailing list.

Business

Response:

I have removed [redacted] from our database so that he will not receive any mail or email correspondence directly from Pearson Chrysler – Jeep – Dodge. He had been unsubscribed previously; however, this time I had them fully remove his name from our system. I have also opted him out in the Chrysler database which is where I believe the mailings began. Chrysler will mail to customers in their database and tag the piece with our dealership based on location. The “opt out” option is the only control we have at the dealership level over the Chrysler name list. I apologize for the inconvenience caused from the correspondence and I hope these efforts alleviate the issue. If for any reason there is further correspondence with our name on it, please have him contact me directly and I will personally work to resolve the concern.

Sincerely,

Review: I purchased 2[redacted] and I have had 4 different issues with this truck. Three were recalls, rear axial could fall off, the navigation screen would go blank, side air bags might not deployed and the driver seat puckered up like you would be setting on a street orange cone. I had the truck less than 6 months and it is always something wrong with it. I,ve missed two days from work dealing with Peason Dodge but the last straw was the last time I took it back on 12/08015 to get the seat fixed and the rear axial replaced. I showed up as told too Tuesday morning and was asked if I had a ride home. I told the service rep. No I did not but I expected a loner car from them. He told me that they just provide loners or rentals for nothing. I was very upset at this point. I asked the sales manger and the service manger several times for the phone number of their distric manger. Both men, [redacted] and the service guys said they didn't know who that was, this is a total lie. The service manger then gave me a generic service phone number. I call these people and they told me they didn't know either and I needed to go back to the dealership. I need to report this to someone with stake in the game of costumer service and being honest with consumers.Desired Settlement: I would like to be contacted by the district manger for Pearson Dodge dealership. My next step if I cannot a response is to file charges under the Virginia lemon law! Please help me with my frustration.

Thank you

Business

Response:

To whom it may concern:

I have spoken to Mr. [redacted] about the issues outlined in his complaint and to the best of my knowledge we have reached a resolution. As a result of our conversation, I have spoken with our employees on how to better address courtesy transportation with customers when handling Chrysler recall service visits. Unfortunately, I don’t have any control over the number of recalls Chrysler issues, part availability, or the process Chrysler requires us to follow. We do have one more recall to resolve on his truck and I have let him know that he can request a loaner vehicle at no charge when we complete this repair. He now has my contact information and is aware that he can call me if any further help is needed.

Sincerely,

Review: CUSTOMER# [redacted] INVOICE DATE:03/02/16 INVOICE NUMBER# [redacted]

ON 03/02/16 ADVISOR CHUCK PRINCE ADVISED MY SON [redacted] THAT AFTER HAVING A DIAGNOSTIC TEST FOR BRAKE LIGHT BEING ON ABS LIGHT ON BAS LIGHT ON ENGINE LIGHT ON AND LOSING POWER FOUND THAT THE VEHICLE [redacted] SXT VIN # [redacted] FOUND THROTTLE BODY TO HAVE INTERNAL FAULT. REPLACED THROTTLE BODY CLEARED CODE RETESTED [redacted] CAME BACK RETESTED FOUND POWER TRAIN CONTROL MODULE FAULTY CONNECTOR IS BAD REPLACED POWER TRAIN CONTROL MODULE CLEARED CODES RETESTED.

NOTE: WHEN PULLING VEHICLE OUT ABS BRAKE AND BAS LIGHTS CAME ON ONLY FAULT CODE IN SYSTEM IS ANTI LOCK BRAKE MODULE FOR LOW BATTERY VOLTAGE CLEARED CODE AND RESTARTED VEHICLE LOW VOLTAGE LIGHT CODE CAME BACK ON RECOMMENDED FOR CUSTOMER (ME)TO DRIVE VEHICLE 3-4 DAYS TO SEE IF BATTERY CHARGES AND LIGHTS GO OUT ALTERNATOR IS CHARGING CORRECTLY.

BATTERY WAS TAKEN TO [redacted] WHERE PURCHASED TESTED GOOD AND ALL BRAKE LIGHTS ARE STILL ON AND SO IS THE BAS LIGHT [redacted] MECHANICS STATED THAT IT WAS A DEALERSHIP ISSUE AND THEY COULD NOT FIX IT OR TURN THE LIGHTS OFF.Desired Settlement: FOR THE DEALERSHIP TO CONTACTED AND FOR THE VEHICLE TO BE REPAIRED FREE OF CHARGE

THE BILL FOR THESE REPAIRS CAME TO $1700.00 EVERYTHING SHOULD HAVE BEEN CORRECTED BEFORE PICKING UP THE VEHICLE

Business

Response:

I'm sorry to hear about the issue you're having with your vehicle. We would be happy to diagnose the issue at no charge and find a suitable solution. Please call our Service and Parts Director, [redacted] to set an appointment.

If there is anything else I can do to help, please call me at [redacted]

Best regards,

Review: The day after taking my current vehicle to the dealership listed for an oil change and recall, it did not start. I called the dealership and was told to call a tow company they work with. The tow company picked my car up and took it to the dealership. The dealership took a week to figure out what was wrong with the vehicle. They then ordered a part and then fixed the vehicle. This totaled 2 weeks. They called me and stated the tow company messed up one of the tires and they would repair it while they had the car. There was poor communication during this whole process. First, I was told the car would be ready several times prior to it actually being ready. I have racked up rental car charges for 2 weeks while they were working on my car. Yet, they failed to tell me that they work with a specific rental car agency and could have provided a rental car. They shared this with me only after they called to tell me the car was ready and the cost. I asked why is there a price to be paid for the inconvenience they have caused on a car with warranty...and this is when they explained they could have provided a rental car. Great timing....

No one said anything about this or offered this. It would have been professional for this to be offered the day the car was brought in. In addition, when they called to say the car was finally ready for pick up, they stated the fee would be $700. I explained to them that I should not have to pay for any service provided as I have warranty on the vehicle and the tire issue was caused by a company they work with and advised tow the truck to them. Thus the tow company or the dealership should pay this fee. I asked to speak with a manager and was told no manager was available to speak with me. This company has been very unprofessional. They have taken a long time to repair my vehicle. They have not been helpful in anyway.Desired Settlement: I would like to be called or emailed by the manager as I would like for them to be aware of this horrible problem with their business and service employees and fix the problem. I would also like for them to bill the tow company or pay the $700 themselves.

Business

Response:

Let me start by apologizing for the lack of comunication on our part and the inconvenience of being without your vehicle during the repair. At this point I believe we have reached a resolution with Mr. [redacted] with regards to this issue. This communication was handled by phone between Mr. [redacted] and [redacted] our service director. Since we had this conversation before hearing from the Revdex.com a follow-up call was made to verify we didn't misinterpret the arrangements made. We asked for a return call if there was still any issues and we didn't hear back from the customer. If there is still unresolved differences I would be happy to address them personally -- please let me know.Best regards,[redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

This issue has not been resolved. Outside of the complete lack of communication and the inconvenience there are two major issues. First is the issue of the rental car which per [redacted] headquarters is covered under my contract. [redacted] offer five days of compensation when the part needed to start the car took over a week just to get to the shop and took an additional two to three days to install. Second when my girlfriend came to pick up my truck and asked for assistance with correctly documenting the damage caused by the tow truck company she was rejected. Then when I spoke to [redacted] previously I asked him to take a picture of the damage which he said he would! Upon arriving to pick up the car no picture was taken instead I have the damaged wheel and rod that was placed into my truck to dispose of. I feel like because I triedto demonstrate patience and understanding with this process I was taken for granted.

Business

Response:

Revdex.com spoke with the business regarding this complaint. The business has been on contact with the customer and the customer has applied for a claim approval through[redacted]. This process takes anywhere from 2-3 business days. Once the business has a response regarding this claim they will be able to move forward with resolving this issue with the customer.

Review: To whom it may concern,

This a complaint I sent to the [redacted] customer service group earlier this week. After several replies, the CS group drew the conclusion that the dealership had replaced all associated hardware with an RRT that was done several years ago. The problem is, I was told it wasn't covered because the repairs were done to the left side of the engine, now the problem is on the right. The RRT (rapid response transmittal) clearly state that the problem should be repaired on both sides of the engine. The dealer told [redacted] they did in fact change both sides and if that was the case, why did they tell me different

Good afternoon, I was hoping you could help. About 3 years ago I bought my

truck in for some service. The truck only being a year and a half old

started ticking in the AM. My local dealer, Pearson Dodge in Richmond, Va.

Told me there was a Rapid Response Transmittal on this problem and they

would have order the parts due to a back order. Once the parts came in,I

was called and soon after had the service work done. The dealer did not

charge for this just as it was with some other RRT's that they had done in

the past. About 6 months after this work was done, it started happening

again. This would be my third trip for the same issue. The dealer said it

had happened again and they would take care of it. Problem fixed again for

anther 8 months and it started happening again. This time I had a recall

that also needed to be done with the pinion nut. After having the vehicle

at the dealer from the night before, I got a call telling me they were not

able to get to my truck. I didn't have an issue with them holding on to it.

The next day I got a call telling me that there was a problem with the

manifold bolts again but this time it was on the right side, the other

times, it was the left. What I don't understand is why they didn't fix

both sides to begin with. After all, the RRT does call for replacement of bolts

on cylinders 7&8. My biggest problem is they told me that I will be

required to pay for it. WHAT! Dodge installs inferior parts that clearly

have been documented thousand's of times and you're telling me it's my

problem I drive the truck maybe 10k miles a year on pavement, I don't

abuse it in anyway but yet a part that should last 30-40 years breaks.

Makes no sense. I didn't have an issue with it at first, but now that I've

had to waste my time on 4 occasions, the least that can be done is to fix

this at no cost. I did call [redacted] customer support on 6/20, spoke to

Kelly who tried to get in touch with the dealer but had to leave a voicemail. I never heard back from anyone. When I called the dealer after work,the service writer [redacted] was gone and I was basically stuck without my truck

until Monday. This is only one of a couple of issues I have had with work

done at this dealer

VIN: [redacted] Mileage:

84000

Servicing Dealer:

Pearson DodgeDesired Settlement: What I would like is for the dealer to explain to me why this repair was covered when they first did it , it was covered when they had to go back in and repair again but now because they decided to take the "cheap way out", it becomes my responsibility.

Business

Response:

First of all, I apologize for delay in responding to this complaint. The [redacted] Area Service [redacted] assigned to our dealership was unavailable due to travel last week. We did request to have this issue addressed and taken care of under warranty and it was denied because it was outside of the warranty guidelines. We submitted the original claim electronically and it was turned down, at this time our service manager called to advocate for the customer to no avail. Our records indicate that on 7/27/2010 we replaced the studs on both sides as per the Rapid Response. Subsequent to this repair we replaced the right side studs again on 10/4/10 and the left side on 02/04/11 under warranty at no charge to the customer. If more information on these repairs is needed, I can provide copies of the repair orders. I certainly understand the frustration of having to repair the same item multiple times. Unfortunately, due to time (3 years, 8 months) and mileage (33,160) [redacted] has decided not to cover the repairs even after we expressed the concerns of our mutual customer. We are disappointed that we couldn’t get the repair paid/reimbursed by [redacted]; however, we do feel like this is a necessary repair and it was completed as requested by the customer. As always, I will be happy to discuss this further if needed and I can be reached at[redacted]

Sincerely,

Brought [redacted] in for an airbag recall. Immediately after they finished their work on my vehicle I noticed a clicking sound coming from the steering column. After THREE return trips to the dealership, and NUMEROUS calls that were never returned, the service manager finally concluded that the [redacted] (all of a sudden!) has a bad clockspring in the steering column. Of course, they contend they had nothing to do with this part breaking, and want to charge us $396.00 to replace it. Terrible customer service, shoddy work.

Review: I brought my [redacted] to Pearsons for an oil change, tire rotation, and inspection. I received a call that my windshield wipers were preventing my vehicle from passing inspection. I agreed to have the wipers replaced, but asked the service representative to keep the wipers, so I could see what was wrong. The service tech left my vehicle in a place blocking traffic, so I had to drive away quickly after paying. When I saw the wipers that they left in my truck, I noticed both wiper blades had 3 to 5 inch tears. I would have noticed the tears when I was driving to the dealership that morning, because they were that obvious. Also, I drove through a severe rain storm a few days before and the wipers worked perfectly, which I noted to the service rep over the phone before agreeing to the repair. I believe the service tech or someone else at the service shop purposely tore the wipers to make it look like I need new wipers. I would have noticed the issue on the drive to the shop.

I left a message for the service manager, but he never returned my call.Desired Settlement: Refund for the new wipers and any associated labor

Business

Response:

First of all, let me apologize for what has been perceived as an unnecessary repair. It is never our intention to recommend work that isn’t needed and I am disappointed that we made a customer feel uncomfortable about servicing with Pearson Chrysler – Jeep – Dodge. I will be happy to refund Mr. [redacted]’s money back for the wipers and labor. I hope this resolves this issue and reinforces the customer’s belief in our customer service. I will have my service and parts director call to find the best way to handle the refund. If there is anything else Mr. [redacted] would like to discuss, I can be reached at 804-965-0300.Sincerely,Jason[redacted]General ManagerPearson Chrysler - Jeep - Dodge804-965-0300

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I would like the business to send me the refund for the wipers and associated labor via check to my address: [redacted]I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].Thank you so much for your time and effort,