Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] @hickmangroup.net It clearly starts in the owner's manual that fire related repairs are not covered under warranty [redacted] had offered to cover the costs of repair and rental shortly after this event occurred (July 2015)The customer refused the [redacted] offer [redacted] conducted an investigation and their results were inconclusiveOn December [redacted] met with [redacted] ( [redacted] ) and [redacted] ( [redacted] )During this meeting [redacted] made an offer to put the vehicle back to working order as a goodwill gestureA courtesy vehicle was offered for the duration of the repairsThe customer refused this offer On December [redacted] asked [redacted] if the offer made on December still stoodThe response was yesThe customer accepted this offer and the vehicle is currently here under repairAny additional fees as alluded to by the customer will be at their expense [redacted] offered to cover the initial rental from July 3rd to July 29th only Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a recall issueJust like cases in the United States, [redacted] The warranty clearly states that electrical is covered under our gold planIt is impossible for our vehicle to have had the headliner removed twice last winter and for the technician not to have put a screw through the ground wire that caused our fireThis was never a warranty issueIt was a recall issueThey did the work to prevent a fire then I had a fire in the sun visorThis is a workmanship issue first and a warranty issue secondWe refused to sign a waiver that was a "final settlement" since obviously the work was not done properly the first time I cannot believe that it will be done correctly againThere is no "goodwill" gesture hereThe dealership's work caused a fire and they refuse to acknowledge their error [redacted] 's results were not inconclusiveTheir mandate is to determine whether or not the recall was completed and if it was done correctlyWhat is inconclusive is whether the recall was done as specifiedThe report concluded "Based on the evidence gathered, the vehicle sustained a fire as a result of a short circuit to ground of the power wire to the passenger front illuminated sun visor, and " a strong possibility exists that the problems evidenced were affected by the repairs" [redacted] No courtesy vehicle was offered on Dec They wanted to push my vehicle onto the street to get me off their lot! A courtesy vehicle was offered when I brought [redacted] to their lot to explain how I was treated as a customerIf the vehicle is under complete repair in their garage it is complete news to meI was promised it would be tacked together by December and I still do not have my vehicleNothing would be done now if I hadn't pursued this matter with [redacted] or ***! [redacted] This company's lack of concern for my safety on the road, their negligent workmanship, their attempt to cover up the issue, to silence me is disgusting serviceNever did this company ask what happened or wonder why a vehicle they allegedly fixed to prevent a fire and hazard from occurring and then a fire happened is outrageousIt is this careless disregard that causes accidents, and while my husband sustained minor burns it could have been much worse If they are fixing my vehicle now it is not a goodwill gestureThey have realized that [redacted] has kept parts belonging to my truck - parts they were reluctant to release - and they cannot simply tack it back together and have [redacted] video this workmanshipIt needs the parts to go back on the road at allTheir goodwill gesture is exactly months too late to be considered goodwill [redacted] A goodwill gesture would be to fix my vehicle and reimburse me for the expenses I incurred doing their job - finding out why my vehicle caught fire after they fixed it! [redacted] ( [redacted] ) met with my husband and myself on November and assured us he would take care of us if the fault lay in their workmanshipHe had me draft an email of what we discussed and both agreed to and send to himI did this as I took him as" a man of his word"When I delivered the [redacted] I have had to resort to outside agencies to find out for this absentee [redacted] what is going on in his own dealership So, no I do not accept the response from this dealershipPlease advise what other means I have available to let people know what kind of business is run here Final Business Response / [redacted] (4000, 11, 2016/01/22) */ [redacted] clearly states in the owner's manual for this vehicle that fire related repairs are not covered under warranty [redacted] had offered to cover the costs of repair and rental shortly after this event occurred (July 2015)The customer refused the [redacted] offerBy refusing [redacted] 's offer, [redacted] prohibits the dealer from doing anything with the vehicle until the situation is resolved between the customer and [redacted] The customer requested [redacted] conduct an investigation into this matterThis investigation was completed and received at this dealership on December 10, The results of the [redacted] report were inconclusive as to the cause of the eventThe time it took for this investigation was customer initiatedThe customer asked for and received the report of the investigation but were unhappy with the outcome of the investigation Immediately upon receipt and review of the [redacted] report, [redacted] initiated a meeting with the customer on December In attendance at this meeting were [redacted] , [redacted] ( [redacted] ) and [redacted] ( [redacted] )This meeting was initiated in an effort to resolve the situation between [redacted] and the customerDuring this meeting [redacted] made an offer for Hickman Chrysler to put the vehicle back to working order as a goodwill gesture to the customer considering the time that had passed since the customer took their concerns to both [redacted] and [redacted] A courtesy vehicle was offered for the duration of the repairsThe customer refused this offer On December [redacted] came to the dealership and asked [redacted] if the offer made on December still stoodThe response was yes, Hickman Chrysler would honor the proposal made by [redacted] The customer accepted this offer and asked [redacted] when the vehicle would be readyAs the customer had their keys, [redacted] asked for the keys back and that he would have his Service Manager get the vehicle in the shop to do a diagnosis on the vehicle to determine what additional work would be required to be done on this vehicle to put the vehicle back in working orderAs this vehicle had been lying up for close to six months, it was felt that this course of action was required to ensure the vehicle was put in good working order before committing to a return date to the customerThis diagnosis included performing a general check of the vehicle to ensure brakes, suspension, tire pressure were as required as well as performing a road test of the vehicleAt this time, [redacted] also offered the customer the use of a rental vehicle for the time it took to put this vehicle back on the road The action taken by Hickman Chrysler was a goodwill gesture with the cost of all repairs including rental vehicle were borne by Hickman ChryslerThe vehicle has been repaired and returned to the customer on Thursday, January 7, Final Consumer Response / [redacted] (4200, 13, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still wondering why they can fix a vehicle after months and expect that any expenses I have incurred they are not responsible forIt is difficult to accept this after [redacted] has advised [redacted] on December 22, that due to service repair issues the [redacted] recall must be revisited and redone as an [redacted] recall that as of now the fix is TO BE DETERMINEDThey are still not sure how to fix the mistakes made that caused my vehicle to catch fireI am still experiencing electrical issues and have to bring my vehicle back to Hickman Motors as the electric seat warmer on the drivers side reaches a certain temperature then cuts out and won't stay onThe blind spot indicator on the drivers side keeps turning on for no reasonThese are new electrical issues that I haven't experienced before the electrical system caught fireAnd I have only been driving my vehicle since January - three weeks!! I have given Hickman every available opportunity to do the right thing hereI spoke to the [redacted] Their attitude is "they won't lose any money here" and refuse to acknowledge the logical conclusion here, [redacted] My only recourse to settle this matter seems to be through litigation - what other options do I as a consumer have? I think that this situation was avoidable on July 4, It is my opinion that people need to be made aware that the recall [redacted] is being recalled and how I was treated in this whole terrible situationI am left with a vehicle that I can't trust and I don't think the electrical system will ever be the same againAt the end of the day that is so unfair to me - their paying customer [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/07/16) */ On [redacted] this vehicle arrived for an oil changeAt this time it was also noted by the customer that there was a thumping noise when brakingHe requested that we look at this issue with the breaks as he felt that the brakes needed replacing The break concern was not on the original appointment requestThe third and final condition was with regards to a tire issue Mr***'s vehicle was put in the shop on the same dayOur Technician checked all of the above items and noted the following: The oil change was completed on [redacted] th as per the original request / appointment The rear rotors were warped and needed to be replaced (pads were needed also)The customer was called by our service advisor and informed of thisHe was also informed by our service advisor that the vehicle would be required to remain here overnight due to the nature of the repairs required, especially as they related to the breaking system of the vehicle The Tire was patchedUpon Mr [redacted] picking up the vehicle up whereby he left the dealership and returned later that same day we discovered what we felt was a second issue with this tire and promptly resolved it With regards to communucation, our records show we called this customer on occaisions [redacted] , [redacted] and [redacted] setting the appropriate expectationsIn addition, a new General Manager - [redacted] ***, who was not yet in the position at Hickman Chrysler, reached out to the customer to indicate to him that he would be looking into Mr***'s complaint once he was in the position to gather further information as to what had transpired in this situationThat assessment was completed by Mr [redacted] and is as documented here We will be offering this customer a free maintenance item for any inconvenience causedThis can be an oil change, Peace of Mind Inspection or Tire Change-over - whichever the customer requests Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The above statement by Hickmans does not represent the truth of the matterI scheduled my maintenance appointment via their website where I stated that my breaks and possible rotors would need to be checked and replacedAt no time I was told that it would take almost days for my car to be finished [redacted] To arrive after days and have my tire not fixed under minds everything else they may or may not have fixedAs well as to have the counter service individual to tell me that I must have ran over something in order for my tire to be flat; blaming me for this is unacceptableThe tire was completely flat before I even got in my vehicleThe offering of free service does not make up or negate the poor customer service, loss in access to my vehicle or the hours I had to wait on the last day to have my tire fixed Final Business Response / [redacted] (4000, 12, 2015/07/28) */ The free maintenance item we have offered at this point still standsGiven the contacts we made with this customer and the fact we had to order subsequent parts for the vehicle, the length of overall time it took to complete the repairs is commensurate with similar repairs of this natureShop capacity will also dictate the time repairs will start on a given day The flat tire issue was promptly fixed while the customer waited At this point we are not prepared to offer anything in addition to the free maintenance item
Initial Business Response /* (1000, 8, 2016/11/14) */
Hickman Chrysler have worked on this issue for the customer as per the guidelines set out by ***Our mandate is to fix this vehicle and we will do everything possible to ensure a permanent resolution
Initial Consumer Rebuttal /* (3000, 10,
2016/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this respond because after the last chat with the service manager they don't have a fix for itThey tried everything possible to fix it and it's still isn't fixedThere has to be something major wrong if they can't fix itLike I said it's been months trying to fix this issueThis issue is till not fixI'm sick of travelling back and forth to *** for this issue and the issue is NEVER fixed*** I traded in my car the car was in perfect conditionWe had the car years and had her paid offWe traded her in for a new one because we needed a bigger vehicle and what did I get? A lemon***
Final Business Response /* (4000, 14, 2016/11/23) */
*** stand behind our mandate to resolve this issueOnce again we are working diligently with the engineering team for a resolution to this issue
Final Consumer Response /* (4200, 16, 2016/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's been almost a month now and they are still "reaching" out to engineersYou've reached out to them before and they supposedly gave you the fix thenWhat is going to be different this time?
Initial Business Response /* (1000, 5, 2015/02/16) */
We are standing by our decision made regarding the safety of the vehicle
We will refund the customer $as per request
Initial Business Response /* (1000, 5, 2015/12/30) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@hickmangroup.net
It clearly starts in the owner's manual that fire related repairs are not covered under warranty. [redacted] had offered...
to cover the costs of repair and rental shortly after this event occurred (July 14 2015). The customer refused the [redacted] offer. [redacted] conducted an investigation and their results were inconclusive. On December 12 2015 [redacted] met with [redacted] ([redacted]) and [redacted] ([redacted]). During this meeting [redacted] made an offer to put the vehicle back to working order as a goodwill gesture. A courtesy vehicle was offered for the duration of the repairs. The customer refused this offer.
On December 22 [redacted] asked [redacted] if the offer made on December 12 still stood. The response was yes. The customer accepted this offer and the vehicle is currently here under repair. Any additional fees as alluded to by the customer will be at their expense. [redacted] offered to cover the initial rental from July 3rd 2015 to July 29th 2015 only.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a recall issue. Just like 40 cases in the United States,[redacted]. The warranty clearly states that electrical is covered under our gold plan. It is impossible for our vehicle to have had the headliner removed twice last winter and for the technician not to have put a screw through the ground wire that caused our fire. This was never a warranty issue. It was a recall issue. They did the work to prevent a fire then I had a fire in the sun visor. This is a workmanship issue first and a warranty issue second. We refused to sign a waiver that was a "final settlement" since obviously the work was not done properly the first time I cannot believe that it will be done correctly again. There is no "goodwill" gesture here. The dealership's work caused a fire and they refuse to acknowledge their error. [redacted]'s results were not inconclusive. Their mandate is to determine whether or not the recall was completed and if it was done correctly. What is inconclusive is whether the recall was done as specified. The report concluded "Based on the evidence gathered, the vehicle sustained a fire as a result of a short circuit to ground of the power wire to the passenger front illuminated sun visor, and " a strong possibility exists that the problems evidenced were affected by the repairs". [redacted] No courtesy vehicle was offered on Dec 12. They wanted to push my vehicle onto the street to get me off their lot! A courtesy vehicle was offered when I brought [redacted] to their lot to explain how I was treated as a customer. If the vehicle is under complete repair in their garage it is complete news to me. I was promised it would be tacked together by December 29 and I still do not have my vehicle. Nothing would be done now if I hadn't pursued this matter with [redacted] or [redacted]! [redacted]
This company's lack of concern for my safety on the road, their negligent workmanship, their attempt to cover up the issue, to silence me is disgusting service. Never did this company ask what happened or wonder why a vehicle they allegedly fixed to prevent a fire and hazard from occurring and then a fire happened is outrageous. It is this careless disregard that causes accidents, and while my husband sustained minor burns it could have been much worse.
If they are fixing my vehicle now it is not a goodwill gesture. They have realized that [redacted] has kept parts belonging to my truck - parts they were reluctant to release - and they cannot simply tack it back together and have [redacted] video this workmanship. It needs the parts to go back on the road at all. Their goodwill gesture is exactly 6 months too late to be considered goodwill. [redacted] A goodwill gesture would be to fix my vehicle and reimburse me for the expenses I incurred doing their job - finding out why my vehicle caught fire after they fixed it! [redacted] ([redacted]) met with my husband and myself on November 28 and assured us he would take care of us if the fault lay in their workmanship. He had me draft an email of what we discussed and both agreed to and send to him. I did this as I took him as" a man of his word". When I delivered the [redacted] I have had to resort to outside agencies to find out for this absentee [redacted] what is going on in his own dealership.
So, no I do not accept the response from this dealership. Please advise what other means I have available to let people know what kind of business is run here.
Final Business Response /* (4000, 11, 2016/01/22) */
[redacted] clearly states in the owner's manual for this vehicle that fire related repairs are not covered under warranty.
[redacted] had offered to cover the costs of repair and rental shortly after this event occurred (July 14 2015). The customer refused the [redacted] offer. By refusing [redacted]'s offer, [redacted] prohibits the dealer from doing anything with the vehicle until the situation is resolved between the customer and [redacted].
The customer requested [redacted] conduct an investigation into this matter. This investigation was completed and received at this dealership on December 10, 2015. The results of the [redacted] report were inconclusive as to the cause of the event. The time it took for this investigation was customer initiated. The customer asked for and received the report of the investigation but were unhappy with the outcome of the investigation.
Immediately upon receipt and review of the [redacted] report, [redacted] initiated a meeting with the customer on December 12 2015. In attendance at this meeting were [redacted], [redacted] ([redacted]) and [redacted] ([redacted]). This meeting was initiated in an effort to resolve the situation between [redacted] and the customer. During this meeting [redacted] made an offer for Hickman Chrysler to put the vehicle back to working order as a goodwill gesture to the customer considering the time that had passed since the customer took their concerns to both [redacted] and [redacted]. A courtesy vehicle was offered for the duration of the repairs. The customer refused this offer.
On December 22 [redacted] came to the dealership and asked [redacted] if the offer made on December 12 still stood. The response was yes, Hickman Chrysler would honor the proposal made by [redacted]. The customer accepted this offer and asked [redacted] when the vehicle would be ready. As the customer had their keys, [redacted] asked for the keys back and that he would have his Service Manager get the vehicle in the shop to do a diagnosis on the vehicle to determine what additional work would be required to be done on this vehicle to put the vehicle back in working order. As this vehicle had been lying up for close to six months, it was felt that this course of action was required to ensure the vehicle was put in good working order before committing to a return date to the customer. This diagnosis included performing a general check of the vehicle to ensure brakes, suspension, tire pressure were as required as well as performing a road test of the vehicle. At this time, [redacted] also offered the customer the use of a rental vehicle for the time it took to put this vehicle back on the road.
The action taken by Hickman Chrysler was a goodwill gesture with the cost of all repairs including rental vehicle were borne by Hickman Chrysler. The vehicle has been repaired and returned to the customer on Thursday, January 7, 2016.
Final Consumer Response /* (4200, 13, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still wondering why they can fix a vehicle after 6 months and expect that any expenses I have incurred they are not responsible for. It is difficult to accept this after [redacted] has advised [redacted] on December 22, 2015 that due to service repair issues the [redacted] recall must be revisited and redone as an [redacted] recall that as of now the fix is TO BE DETERMINED. They are still not sure how to fix the mistakes made that caused my vehicle to catch fire. I am still experiencing electrical issues and have to bring my vehicle back to Hickman Motors as the electric seat warmer on the drivers side reaches a certain temperature then cuts out and won't stay on. The blind spot indicator on the drivers side keeps turning on for no reason. These are new electrical issues that I haven't experienced before the electrical system caught fire. And I have only been driving my vehicle since January 7 - three weeks!! I have given Hickman every available opportunity to do the right thing here. I spoke to the [redacted]. Their attitude is "they won't lose any money here" and refuse to acknowledge the logical conclusion here, [redacted]. My only recourse to settle this matter seems to be through litigation - what other options do I as a consumer have? I think that this situation was avoidable on July 4, 2015. It is my opinion that people need to be made aware that the recall [redacted] is being recalled and how I was treated in this whole terrible situation. I am left with a vehicle that I can't trust and I don't think the electrical system will ever be the same again. At the end of the day that is so unfair to me - their paying customer. [redacted]
Initial Business Response /* (1000, 8, 2015/07/16) */
On [redacted] this vehicle arrived for an oil change. At this time it was also noted by the customer that there was a thumping noise when braking. He requested that we look at this issue with the breaks as he felt that the brakes needed replacing....
The break concern was not on the original appointment request. The third and final condition was with regards to a tire issue.
Mr. [redacted]'s vehicle was put in the shop on the same day. Our Technician checked all of the above items and noted the following:
1. The oil change was completed on [redacted]th as per the original request / appointment.
2. The rear rotors were warped and needed to be replaced (pads were needed also). The customer was called by our service advisor and informed of this. He was also informed by our service advisor that the vehicle would be required to remain here overnight due to the nature of the repairs required, especially as they related to the breaking system of the vehicle.
3. The Tire was patched. Upon Mr. [redacted] picking up the vehicle up whereby he left the dealership and returned later that same day we discovered what we felt was a second issue with this tire and promptly resolved it.
With regards to communucation, our records show we called this customer on 3 occaisions [redacted],[redacted] and ** setting the appropriate expectations. In addition, a new General Manager - [redacted], who was not yet in the position at Hickman Chrysler, reached out to the customer to indicate to him that he would be looking into Mr. [redacted]'s complaint once he was in the position to gather further information as to what had transpired in this situation. That assessment was completed by Mr. [redacted] and is as documented here.
We will be offering this customer a free maintenance item for any inconvenience caused. This can be an oil change, Peace of Mind Inspection or Tire Change-over - whichever the customer requests.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The above statement by Hickmans does not represent the truth of the matter. I scheduled my maintenance appointment via their website where I stated that my breaks and possible rotors would need to be checked and replaced. At no time I was told that it would take almost 3 days for my car to be finished. [redacted]. To arrive after 2.5 days and have my tire not fixed under minds everything else they may or may not have fixed. As well as to have the counter service individual to tell me that I must have ran over something in order for my tire to be flat; blaming me for this is unacceptable. The tire was completely flat before I even got in my vehicle. The offering of free service does not make up or negate the poor customer service, loss in access to my vehicle or the hours I had to wait on the last day to have my tire fixed.
Final Business Response /* (4000, 12, 2015/07/28) */
The free maintenance item we have offered at this point still stands. Given the contacts we made with this customer and the fact we had to order subsequent parts for the vehicle, the length of overall time it took to complete the repairs is commensurate with similar repairs of this nature. Shop capacity will also dictate the time repairs will start on a given day.
The flat tire issue was promptly fixed while the customer waited.
At this point we are not prepared to offer anything in addition to the free maintenance item.
Initial Business Response /* (1000, 5, 2017/03/27) */
Mr. [redacted] visited with us three days in March 2017 with his 2010 [redacted]. As per an extended coverage notification sent to applicable customers we inspected the cross-members on this vehicle and determined them to be in working order...
without any repairs needed. He also noted that the Temperature gauge was not reading correctly. We replaced a sensor under his warranty.
Mr. [redacted] then added another mechanical issue to his Repair Order, indicating that the 4WD, traction control and antislip lights were on in the dash. Our Technician verified the complaint and indicated the vehicle will need 2 wheel bearings and 2 anti-lock brake sensors, which would be covered under warranty.
It is not uncommon during the course of such a repair to see a rotor seized to the bearing. When this occurs it is probable that the rotor will be seized to the bearing and may be damaged during removal. The remaining warranty (SAL) on Mr. [redacted]'s vehicle will not cover consequential damages such as this. As a precaution, Mr. [redacted] was given this information before we proceeded with repairs. Mr. [redacted] then took it upon himself to bring his vehicle to another garage to have his brakes replaced (even though we gave this information as a precaution only). He then returned with the Brake Pads indicating the Mechanic at the other Garage told him there was nothing wrong with the brakes.
During the course of the Bearing replacements the Technician noted one of the axles had damaged threads and had to be replaced. The customers warranty would not cover this repair due to the shaft being seized, and the customer agreed to have it replaced after being provided with a quote.
All repairs performed on this vehicle were authorized by Mr. [redacted] and a full explanation was given regarding warranty or non-warranty coverage. He also was fully aware of the reasons why we gave him information concerning the brakes. After all repairs were completed we refunded the customer $[redacted] as a goodwill gesture to Mr. [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2017/03/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My rotors were in good condition just like my brake pads.actually they were not replaced when I had the pads replaced.being seized was not a subject.I was told that the brakes would have to be replaced in order to have the bearing work done that is why on the invoice their is a $[redacted] parts and $[redacted] labor listed prior to having the bearing work done.the only precaution at the time was for me not to have the brake work done at Hickman chrysler for it would of been a cost of $[redacted] that is why I went to city auto repair to have the required brake work done. Hickman chrysler took it for granted that my brake rotors were seized.the technician stripped the threads on the axel instead of taking the time and heating the axel and shaft which would of commonly prevented the highly damaged threads. I agreed with the quote with my authorization because I knew the technician stripped the threads and would talk to the warranty sal. I don't know anything about any goodwill gesture for $[redacted] dollars. I know their is a amount of $[redacted] asking to please pay this amount on a invoice dated march15/2017.
Final Business Response /* (4000, 12, 2017/04/06) */
** please see attached **
Final Consumer Response /* (4200, 14, 2017/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The workorder submitted from Hickman chrysler dodge includes the warranty and do not include anything about the invoice of two pages or any type of detailed explanations of the money involved with my complaint
Initial Business Response /* (1000, 9, 2016/08/09) */
We have been working with the [redacted] Engineering team to resolve the issues with this vehicle. We have a commitment to fix the vehicle and alleviate any potential mechanical(and safety) issues which may exist. We have made significant...
strides with the repair and will be in a position to release the vehicle to the customer shortly.
Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] @hickmangroup.net It clearly starts in the owner's manual that fire related repairs are not covered under warranty [redacted] had offered to cover the costs of repair and rental shortly after this event occurred (July 2015)The customer refused the [redacted] offer [redacted] conducted an investigation and their results were inconclusiveOn December [redacted] met with [redacted] ( [redacted] ) and [redacted] ( [redacted] )During this meeting [redacted] made an offer to put the vehicle back to working order as a goodwill gestureA courtesy vehicle was offered for the duration of the repairsThe customer refused this offer On December [redacted] asked [redacted] if the offer made on December still stoodThe response was yesThe customer accepted this offer and the vehicle is currently here under repairAny additional fees as alluded to by the customer will be at their expense [redacted] offered to cover the initial rental from July 3rd to July 29th only Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a recall issueJust like cases in the United States, [redacted] The warranty clearly states that electrical is covered under our gold planIt is impossible for our vehicle to have had the headliner removed twice last winter and for the technician not to have put a screw through the ground wire that caused our fireThis was never a warranty issueIt was a recall issueThey did the work to prevent a fire then I had a fire in the sun visorThis is a workmanship issue first and a warranty issue secondWe refused to sign a waiver that was a "final settlement" since obviously the work was not done properly the first time I cannot believe that it will be done correctly againThere is no "goodwill" gesture hereThe dealership's work caused a fire and they refuse to acknowledge their error [redacted] 's results were not inconclusiveTheir mandate is to determine whether or not the recall was completed and if it was done correctlyWhat is inconclusive is whether the recall was done as specifiedThe report concluded "Based on the evidence gathered, the vehicle sustained a fire as a result of a short circuit to ground of the power wire to the passenger front illuminated sun visor, and " a strong possibility exists that the problems evidenced were affected by the repairs" [redacted] No courtesy vehicle was offered on Dec They wanted to push my vehicle onto the street to get me off their lot! A courtesy vehicle was offered when I brought [redacted] to their lot to explain how I was treated as a customerIf the vehicle is under complete repair in their garage it is complete news to meI was promised it would be tacked together by December and I still do not have my vehicleNothing would be done now if I hadn't pursued this matter with [redacted] or ***! [redacted] This company's lack of concern for my safety on the road, their negligent workmanship, their attempt to cover up the issue, to silence me is disgusting serviceNever did this company ask what happened or wonder why a vehicle they allegedly fixed to prevent a fire and hazard from occurring and then a fire happened is outrageousIt is this careless disregard that causes accidents, and while my husband sustained minor burns it could have been much worse If they are fixing my vehicle now it is not a goodwill gestureThey have realized that [redacted] has kept parts belonging to my truck - parts they were reluctant to release - and they cannot simply tack it back together and have [redacted] video this workmanshipIt needs the parts to go back on the road at allTheir goodwill gesture is exactly months too late to be considered goodwill [redacted] A goodwill gesture would be to fix my vehicle and reimburse me for the expenses I incurred doing their job - finding out why my vehicle caught fire after they fixed it! [redacted] ( [redacted] ) met with my husband and myself on November and assured us he would take care of us if the fault lay in their workmanshipHe had me draft an email of what we discussed and both agreed to and send to himI did this as I took him as" a man of his word"When I delivered the [redacted] I have had to resort to outside agencies to find out for this absentee [redacted] what is going on in his own dealership So, no I do not accept the response from this dealershipPlease advise what other means I have available to let people know what kind of business is run here Final Business Response / [redacted] (4000, 11, 2016/01/22) */ [redacted] clearly states in the owner's manual for this vehicle that fire related repairs are not covered under warranty [redacted] had offered to cover the costs of repair and rental shortly after this event occurred (July 2015)The customer refused the [redacted] offerBy refusing [redacted] 's offer, [redacted] prohibits the dealer from doing anything with the vehicle until the situation is resolved between the customer and [redacted] The customer requested [redacted] conduct an investigation into this matterThis investigation was completed and received at this dealership on December 10, The results of the [redacted] report were inconclusive as to the cause of the eventThe time it took for this investigation was customer initiatedThe customer asked for and received the report of the investigation but were unhappy with the outcome of the investigation Immediately upon receipt and review of the [redacted] report, [redacted] initiated a meeting with the customer on December In attendance at this meeting were [redacted] , [redacted] ( [redacted] ) and [redacted] ( [redacted] )This meeting was initiated in an effort to resolve the situation between [redacted] and the customerDuring this meeting [redacted] made an offer for Hickman Chrysler to put the vehicle back to working order as a goodwill gesture to the customer considering the time that had passed since the customer took their concerns to both [redacted] and [redacted] A courtesy vehicle was offered for the duration of the repairsThe customer refused this offer On December [redacted] came to the dealership and asked [redacted] if the offer made on December still stoodThe response was yes, Hickman Chrysler would honor the proposal made by [redacted] The customer accepted this offer and asked [redacted] when the vehicle would be readyAs the customer had their keys, [redacted] asked for the keys back and that he would have his Service Manager get the vehicle in the shop to do a diagnosis on the vehicle to determine what additional work would be required to be done on this vehicle to put the vehicle back in working orderAs this vehicle had been lying up for close to six months, it was felt that this course of action was required to ensure the vehicle was put in good working order before committing to a return date to the customerThis diagnosis included performing a general check of the vehicle to ensure brakes, suspension, tire pressure were as required as well as performing a road test of the vehicleAt this time, [redacted] also offered the customer the use of a rental vehicle for the time it took to put this vehicle back on the road The action taken by Hickman Chrysler was a goodwill gesture with the cost of all repairs including rental vehicle were borne by Hickman ChryslerThe vehicle has been repaired and returned to the customer on Thursday, January 7, Final Consumer Response / [redacted] (4200, 13, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still wondering why they can fix a vehicle after months and expect that any expenses I have incurred they are not responsible forIt is difficult to accept this after [redacted] has advised [redacted] on December 22, that due to service repair issues the [redacted] recall must be revisited and redone as an [redacted] recall that as of now the fix is TO BE DETERMINEDThey are still not sure how to fix the mistakes made that caused my vehicle to catch fireI am still experiencing electrical issues and have to bring my vehicle back to Hickman Motors as the electric seat warmer on the drivers side reaches a certain temperature then cuts out and won't stay onThe blind spot indicator on the drivers side keeps turning on for no reasonThese are new electrical issues that I haven't experienced before the electrical system caught fireAnd I have only been driving my vehicle since January - three weeks!! I have given Hickman every available opportunity to do the right thing hereI spoke to the [redacted] Their attitude is "they won't lose any money here" and refuse to acknowledge the logical conclusion here, [redacted] My only recourse to settle this matter seems to be through litigation - what other options do I as a consumer have? I think that this situation was avoidable on July 4, It is my opinion that people need to be made aware that the recall [redacted] is being recalled and how I was treated in this whole terrible situationI am left with a vehicle that I can't trust and I don't think the electrical system will ever be the same againAt the end of the day that is so unfair to me - their paying customer [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/07/16) */ On [redacted] this vehicle arrived for an oil changeAt this time it was also noted by the customer that there was a thumping noise when brakingHe requested that we look at this issue with the breaks as he felt that the brakes needed replacing The break concern was not on the original appointment requestThe third and final condition was with regards to a tire issue Mr***'s vehicle was put in the shop on the same dayOur Technician checked all of the above items and noted the following: The oil change was completed on [redacted] th as per the original request / appointment The rear rotors were warped and needed to be replaced (pads were needed also)The customer was called by our service advisor and informed of thisHe was also informed by our service advisor that the vehicle would be required to remain here overnight due to the nature of the repairs required, especially as they related to the breaking system of the vehicle The Tire was patchedUpon Mr [redacted] picking up the vehicle up whereby he left the dealership and returned later that same day we discovered what we felt was a second issue with this tire and promptly resolved it With regards to communucation, our records show we called this customer on occaisions [redacted] , [redacted] and [redacted] setting the appropriate expectationsIn addition, a new General Manager - [redacted] ***, who was not yet in the position at Hickman Chrysler, reached out to the customer to indicate to him that he would be looking into Mr***'s complaint once he was in the position to gather further information as to what had transpired in this situationThat assessment was completed by Mr [redacted] and is as documented here We will be offering this customer a free maintenance item for any inconvenience causedThis can be an oil change, Peace of Mind Inspection or Tire Change-over - whichever the customer requests Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The above statement by Hickmans does not represent the truth of the matterI scheduled my maintenance appointment via their website where I stated that my breaks and possible rotors would need to be checked and replacedAt no time I was told that it would take almost days for my car to be finished [redacted] To arrive after days and have my tire not fixed under minds everything else they may or may not have fixedAs well as to have the counter service individual to tell me that I must have ran over something in order for my tire to be flat; blaming me for this is unacceptableThe tire was completely flat before I even got in my vehicleThe offering of free service does not make up or negate the poor customer service, loss in access to my vehicle or the hours I had to wait on the last day to have my tire fixed Final Business Response / [redacted] (4000, 12, 2015/07/28) */ The free maintenance item we have offered at this point still standsGiven the contacts we made with this customer and the fact we had to order subsequent parts for the vehicle, the length of overall time it took to complete the repairs is commensurate with similar repairs of this natureShop capacity will also dictate the time repairs will start on a given day The flat tire issue was promptly fixed while the customer waited At this point we are not prepared to offer anything in addition to the free maintenance item
Initial Business Response /* (1000, 8, 2016/11/14) */
Hickman Chrysler have worked on this issue for the customer as per the guidelines set out by ***Our mandate is to fix this vehicle and we will do everything possible to ensure a permanent resolution
Initial Consumer Rebuttal /* (3000, 10,
2016/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this respond because after the last chat with the service manager they don't have a fix for itThey tried everything possible to fix it and it's still isn't fixedThere has to be something major wrong if they can't fix itLike I said it's been months trying to fix this issueThis issue is till not fixI'm sick of travelling back and forth to *** for this issue and the issue is NEVER fixed*** I traded in my car the car was in perfect conditionWe had the car years and had her paid offWe traded her in for a new one because we needed a bigger vehicle and what did I get? A lemon***
Final Business Response /* (4000, 14, 2016/11/23) */
*** stand behind our mandate to resolve this issueOnce again we are working diligently with the engineering team for a resolution to this issue
Final Consumer Response /* (4200, 16, 2016/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's been almost a month now and they are still "reaching" out to engineersYou've reached out to them before and they supposedly gave you the fix thenWhat is going to be different this time?
Initial Business Response /* (1000, 5, 2015/02/16) */
We are standing by our decision made regarding the safety of the vehicle
We will refund the customer $as per request
Initial Business Response /* (1000, 5, 2015/12/30) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@hickmangroup.net
It clearly starts in the owner's manual that fire related repairs are not covered under warranty. [redacted] had offered...
to cover the costs of repair and rental shortly after this event occurred (July 14 2015). The customer refused the [redacted] offer. [redacted] conducted an investigation and their results were inconclusive. On December 12 2015 [redacted] met with [redacted] ([redacted]) and [redacted] ([redacted]). During this meeting [redacted] made an offer to put the vehicle back to working order as a goodwill gesture. A courtesy vehicle was offered for the duration of the repairs. The customer refused this offer.
On December 22 [redacted] asked [redacted] if the offer made on December 12 still stood. The response was yes. The customer accepted this offer and the vehicle is currently here under repair. Any additional fees as alluded to by the customer will be at their expense. [redacted] offered to cover the initial rental from July 3rd 2015 to July 29th 2015 only.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a recall issue. Just like 40 cases in the United States,[redacted]. The warranty clearly states that electrical is covered under our gold plan. It is impossible for our vehicle to have had the headliner removed twice last winter and for the technician not to have put a screw through the ground wire that caused our fire. This was never a warranty issue. It was a recall issue. They did the work to prevent a fire then I had a fire in the sun visor. This is a workmanship issue first and a warranty issue second. We refused to sign a waiver that was a "final settlement" since obviously the work was not done properly the first time I cannot believe that it will be done correctly again. There is no "goodwill" gesture here. The dealership's work caused a fire and they refuse to acknowledge their error. [redacted]'s results were not inconclusive. Their mandate is to determine whether or not the recall was completed and if it was done correctly. What is inconclusive is whether the recall was done as specified. The report concluded "Based on the evidence gathered, the vehicle sustained a fire as a result of a short circuit to ground of the power wire to the passenger front illuminated sun visor, and " a strong possibility exists that the problems evidenced were affected by the repairs". [redacted] No courtesy vehicle was offered on Dec 12. They wanted to push my vehicle onto the street to get me off their lot! A courtesy vehicle was offered when I brought [redacted] to their lot to explain how I was treated as a customer. If the vehicle is under complete repair in their garage it is complete news to me. I was promised it would be tacked together by December 29 and I still do not have my vehicle. Nothing would be done now if I hadn't pursued this matter with [redacted] or [redacted]! [redacted]
This company's lack of concern for my safety on the road, their negligent workmanship, their attempt to cover up the issue, to silence me is disgusting service. Never did this company ask what happened or wonder why a vehicle they allegedly fixed to prevent a fire and hazard from occurring and then a fire happened is outrageous. It is this careless disregard that causes accidents, and while my husband sustained minor burns it could have been much worse.
If they are fixing my vehicle now it is not a goodwill gesture. They have realized that [redacted] has kept parts belonging to my truck - parts they were reluctant to release - and they cannot simply tack it back together and have [redacted] video this workmanship. It needs the parts to go back on the road at all. Their goodwill gesture is exactly 6 months too late to be considered goodwill. [redacted] A goodwill gesture would be to fix my vehicle and reimburse me for the expenses I incurred doing their job - finding out why my vehicle caught fire after they fixed it! [redacted] ([redacted]) met with my husband and myself on November 28 and assured us he would take care of us if the fault lay in their workmanship. He had me draft an email of what we discussed and both agreed to and send to him. I did this as I took him as" a man of his word". When I delivered the [redacted] I have had to resort to outside agencies to find out for this absentee [redacted] what is going on in his own dealership.
So, no I do not accept the response from this dealership. Please advise what other means I have available to let people know what kind of business is run here.
Final Business Response /* (4000, 11, 2016/01/22) */
[redacted] clearly states in the owner's manual for this vehicle that fire related repairs are not covered under warranty.
[redacted] had offered to cover the costs of repair and rental shortly after this event occurred (July 14 2015). The customer refused the [redacted] offer. By refusing [redacted]'s offer, [redacted] prohibits the dealer from doing anything with the vehicle until the situation is resolved between the customer and [redacted].
The customer requested [redacted] conduct an investigation into this matter. This investigation was completed and received at this dealership on December 10, 2015. The results of the [redacted] report were inconclusive as to the cause of the event. The time it took for this investigation was customer initiated. The customer asked for and received the report of the investigation but were unhappy with the outcome of the investigation.
Immediately upon receipt and review of the [redacted] report, [redacted] initiated a meeting with the customer on December 12 2015. In attendance at this meeting were [redacted], [redacted] ([redacted]) and [redacted] ([redacted]). This meeting was initiated in an effort to resolve the situation between [redacted] and the customer. During this meeting [redacted] made an offer for Hickman Chrysler to put the vehicle back to working order as a goodwill gesture to the customer considering the time that had passed since the customer took their concerns to both [redacted] and [redacted]. A courtesy vehicle was offered for the duration of the repairs. The customer refused this offer.
On December 22 [redacted] came to the dealership and asked [redacted] if the offer made on December 12 still stood. The response was yes, Hickman Chrysler would honor the proposal made by [redacted]. The customer accepted this offer and asked [redacted] when the vehicle would be ready. As the customer had their keys, [redacted] asked for the keys back and that he would have his Service Manager get the vehicle in the shop to do a diagnosis on the vehicle to determine what additional work would be required to be done on this vehicle to put the vehicle back in working order. As this vehicle had been lying up for close to six months, it was felt that this course of action was required to ensure the vehicle was put in good working order before committing to a return date to the customer. This diagnosis included performing a general check of the vehicle to ensure brakes, suspension, tire pressure were as required as well as performing a road test of the vehicle. At this time, [redacted] also offered the customer the use of a rental vehicle for the time it took to put this vehicle back on the road.
The action taken by Hickman Chrysler was a goodwill gesture with the cost of all repairs including rental vehicle were borne by Hickman Chrysler. The vehicle has been repaired and returned to the customer on Thursday, January 7, 2016.
Final Consumer Response /* (4200, 13, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still wondering why they can fix a vehicle after 6 months and expect that any expenses I have incurred they are not responsible for. It is difficult to accept this after [redacted] has advised [redacted] on December 22, 2015 that due to service repair issues the [redacted] recall must be revisited and redone as an [redacted] recall that as of now the fix is TO BE DETERMINED. They are still not sure how to fix the mistakes made that caused my vehicle to catch fire. I am still experiencing electrical issues and have to bring my vehicle back to Hickman Motors as the electric seat warmer on the drivers side reaches a certain temperature then cuts out and won't stay on. The blind spot indicator on the drivers side keeps turning on for no reason. These are new electrical issues that I haven't experienced before the electrical system caught fire. And I have only been driving my vehicle since January 7 - three weeks!! I have given Hickman every available opportunity to do the right thing here. I spoke to the [redacted]. Their attitude is "they won't lose any money here" and refuse to acknowledge the logical conclusion here, [redacted]. My only recourse to settle this matter seems to be through litigation - what other options do I as a consumer have? I think that this situation was avoidable on July 4, 2015. It is my opinion that people need to be made aware that the recall [redacted] is being recalled and how I was treated in this whole terrible situation. I am left with a vehicle that I can't trust and I don't think the electrical system will ever be the same again. At the end of the day that is so unfair to me - their paying customer. [redacted]
Initial Business Response /* (1000, 8, 2015/07/16) */
On [redacted] this vehicle arrived for an oil change. At this time it was also noted by the customer that there was a thumping noise when braking. He requested that we look at this issue with the breaks as he felt that the brakes needed replacing....
The break concern was not on the original appointment request. The third and final condition was with regards to a tire issue.
Mr. [redacted]'s vehicle was put in the shop on the same day. Our Technician checked all of the above items and noted the following:
1. The oil change was completed on [redacted]th as per the original request / appointment.
2. The rear rotors were warped and needed to be replaced (pads were needed also). The customer was called by our service advisor and informed of this. He was also informed by our service advisor that the vehicle would be required to remain here overnight due to the nature of the repairs required, especially as they related to the breaking system of the vehicle.
3. The Tire was patched. Upon Mr. [redacted] picking up the vehicle up whereby he left the dealership and returned later that same day we discovered what we felt was a second issue with this tire and promptly resolved it.
With regards to communucation, our records show we called this customer on 3 occaisions [redacted],[redacted] and ** setting the appropriate expectations. In addition, a new General Manager - [redacted], who was not yet in the position at Hickman Chrysler, reached out to the customer to indicate to him that he would be looking into Mr. [redacted]'s complaint once he was in the position to gather further information as to what had transpired in this situation. That assessment was completed by Mr. [redacted] and is as documented here.
We will be offering this customer a free maintenance item for any inconvenience caused. This can be an oil change, Peace of Mind Inspection or Tire Change-over - whichever the customer requests.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The above statement by Hickmans does not represent the truth of the matter. I scheduled my maintenance appointment via their website where I stated that my breaks and possible rotors would need to be checked and replaced. At no time I was told that it would take almost 3 days for my car to be finished. [redacted]. To arrive after 2.5 days and have my tire not fixed under minds everything else they may or may not have fixed. As well as to have the counter service individual to tell me that I must have ran over something in order for my tire to be flat; blaming me for this is unacceptable. The tire was completely flat before I even got in my vehicle. The offering of free service does not make up or negate the poor customer service, loss in access to my vehicle or the hours I had to wait on the last day to have my tire fixed.
Final Business Response /* (4000, 12, 2015/07/28) */
The free maintenance item we have offered at this point still stands. Given the contacts we made with this customer and the fact we had to order subsequent parts for the vehicle, the length of overall time it took to complete the repairs is commensurate with similar repairs of this nature. Shop capacity will also dictate the time repairs will start on a given day.
The flat tire issue was promptly fixed while the customer waited.
At this point we are not prepared to offer anything in addition to the free maintenance item.
Initial Business Response /* (1000, 5, 2017/03/27) */
Mr. [redacted] visited with us three days in March 2017 with his 2010 [redacted]. As per an extended coverage notification sent to applicable customers we inspected the cross-members on this vehicle and determined them to be in working order...
without any repairs needed. He also noted that the Temperature gauge was not reading correctly. We replaced a sensor under his warranty.
Mr. [redacted] then added another mechanical issue to his Repair Order, indicating that the 4WD, traction control and antislip lights were on in the dash. Our Technician verified the complaint and indicated the vehicle will need 2 wheel bearings and 2 anti-lock brake sensors, which would be covered under warranty.
It is not uncommon during the course of such a repair to see a rotor seized to the bearing. When this occurs it is probable that the rotor will be seized to the bearing and may be damaged during removal. The remaining warranty (SAL) on Mr. [redacted]'s vehicle will not cover consequential damages such as this. As a precaution, Mr. [redacted] was given this information before we proceeded with repairs. Mr. [redacted] then took it upon himself to bring his vehicle to another garage to have his brakes replaced (even though we gave this information as a precaution only). He then returned with the Brake Pads indicating the Mechanic at the other Garage told him there was nothing wrong with the brakes.
During the course of the Bearing replacements the Technician noted one of the axles had damaged threads and had to be replaced. The customers warranty would not cover this repair due to the shaft being seized, and the customer agreed to have it replaced after being provided with a quote.
All repairs performed on this vehicle were authorized by Mr. [redacted] and a full explanation was given regarding warranty or non-warranty coverage. He also was fully aware of the reasons why we gave him information concerning the brakes. After all repairs were completed we refunded the customer $[redacted] as a goodwill gesture to Mr. [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2017/03/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My rotors were in good condition just like my brake pads.actually they were not replaced when I had the pads replaced.being seized was not a subject.I was told that the brakes would have to be replaced in order to have the bearing work done that is why on the invoice their is a $[redacted] parts and $[redacted] labor listed prior to having the bearing work done.the only precaution at the time was for me not to have the brake work done at Hickman chrysler for it would of been a cost of $[redacted] that is why I went to city auto repair to have the required brake work done. Hickman chrysler took it for granted that my brake rotors were seized.the technician stripped the threads on the axel instead of taking the time and heating the axel and shaft which would of commonly prevented the highly damaged threads. I agreed with the quote with my authorization because I knew the technician stripped the threads and would talk to the warranty sal. I don't know anything about any goodwill gesture for $[redacted] dollars. I know their is a amount of $[redacted] asking to please pay this amount on a invoice dated march15/2017.
Final Business Response /* (4000, 12, 2017/04/06) */
** please see attached **
Final Consumer Response /* (4200, 14, 2017/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The workorder submitted from Hickman chrysler dodge includes the warranty and do not include anything about the invoice of two pages or any type of detailed explanations of the money involved with my complaint
Initial Business Response /* (1000, 9, 2016/08/09) */
We have been working with the [redacted] Engineering team to resolve the issues with this vehicle. We have a commitment to fix the vehicle and alleviate any potential mechanical(and safety) issues which may exist. We have made significant...
strides with the repair and will be in a position to release the vehicle to the customer shortly.