Ron Tonkin Chrysler Jeep Dodge Ram Fiat

F R? ? T H E? ? ? ? L V E? ? of ? C A R SNE 122nd AvenuePortlandOR phonefaxwww.tonkln.comRevdex.com PO Box 1000DuPont, WA 98327December 10, 2016Re: Case# [redacted] Thank you for the opportunity to respond to Ms [redacted] 's letter [redacted] recently purchased three vehicles from Ron Tonkin Chrysler Jeep Dodge Ram Fiat.Ms [redacted] purchased a Jeep Wrangler, VIN # [redacted] on August 17,? and traded her Hyundai Elantra which was in a negative equity position.Ms [redacted] purchased a service contract and gap insurance at that time? Had we known that Ms [redacted] felt our salesperson was uneducated regarding Jeep products, we certainly would have accommodated her need for a seasoned salesperson prior to her leaving the dealership if she had relayed her concern.On September 29, 2016,Ms [redacted] informed ? us that she had recently discovered some health issues and would need to trade her new Jeep Wrangler for a vehicle with a smaller monthly ? paymentDuring that sale, she was assisted by one of our salespersons who speaks fluent English with an accentAt her request,our salesperson showed Ms[redacted] vehicles that would enable her to have a much lower car payment than the Jeep Wrangler? After selecting a Jeep Compass Sport, VIN # [redacted] , she then traded in her newly purchased Jeep Wrangler and lowered her payment over one hundred dollars per month? Again, she purchased a service contract and gap coverage.THE RON Tonkin ? FAMILY ? OF DEALERSHIPSOn October 3, 2016, Ms [redacted] called to say she wanted a Jeep Compass that was "fully loaded" and had found one on our lotShe wanted to know why she had not been presented with that vehicle as an optionMs [redacted] was not shown that vehicle as an option because she made it very clear that she was looking to lower her payment considerablyMs [redacted] then purchased the "fully loaded" Jeep Compass Latitude, VIN# [redacted] still keeping her monthly ? payment lower than the original Jeep? Wrangler payment but higher than the less expensive Jeep Compass Sport payment Upon receipt of Ms [redacted] 's complaint,we reached out to her to try and resolve the situation to her satisfactionWe carefully went through each purchase transaction with Ms [redacted] and as a result of our meeting with her, we are searching for a Jeep Wrangler to better accommodate her needsShe fully understands that it will raise her payment to where it was in the original Jeep wrangler purchase or higher Sincerely, Brian B***General ManagerRonTonkin CJDRF

At the time your initially brought your ATS in for the flat repair (01/2016) the tire was patched at that time per the Michelin requirementsIt very well could have been that the change in weather as our service advisors had mentioned prior caused the tire to lose additional airThese are all factors that we can not be certain of at this time or at the time that the ATS was inWhat we do apologize for is the fact that we charged you to replace the entire tire while telling you that the tire was now un-repairableit was just weeks before that a representative gave us information stating that some run flat tires are now being deemed as un-repairable per the specs of the manufactures...Michelin being one of thoseWe, Arrowhead Cadillac, provided you with the information that was given to us to not repair the tire as it could cause more harm in the futureWe look out for our clients best interests, we would never want you to be driving in a vehicle that had a tire patched which shouldn't have been, that is why we suggested the new tireFast forward to today, after digging deeper we have found out that the information given was not correctThere are certain tire manufactures that are allowing the run flat tires to be patched, Michelin is allowing the repair, just not on high performance vehiclesThe ATS not being a high performance vehicle would have been repairableWe sincerely apologize for the deceit you may have felt and completely understand your frustrations with the entire situationWe would love to make it rightYour complete satisfaction is what we strive for and feel that we owe it to you given the incorrect information that was relayed from one party, through us and down to youAt your convenience please feel free to reach out to Cassandra Balderas with Arrowhead Cadillac at ###-###-####

Arrowhead Cadillac stands behind the our responseWe would not have promised to remove the smell, we may have promised to attempt to remove the odorNot at any point in time was it ever detected that there was a mold issue, simply an odorIt was asked by the customer to spray deodorizer on the carpet, which Arrowhead Cadillac and it's employees didWhen the smell was not removed with that attempt the vehicle was brought back the following evening and left abandoned here at the dealership with the keys on the sales persons deskOnce the contract was signed by the responsible parties, it was their property at that point in timeYou can not buy a vehicle and drive it for two days to return it back and want a full refundThat is not how a dealership works, you are the rightful owner of the vehicleWe made the attempt to get you out of the SRX since you were that upsetArrowhead Cadillac felt it to be the right thing to get you into another vehicle with no odor issuesYou agreed and willingly signed the contract for the new vehicleArrowhead Cadillac 1.) sold you the SRX 2.)traded you out of a $19k negative equity vehicle 3.) traded you out of the SRX and leased you a new ATS (with no odor problems) 4.) kept the payments within your agreed upon budget-Arrowhead Cadillac has made the appropriate steps to get you out of the SRX and into a vehicle free of odors, we will not be undoing the deal, that is an unfair resolution to ask forWe promise going forward that we will make every attempt to ensure your complete satisfaction

***Please see Attached***

I would like to close this complaint

I would like to close this complaint.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

F R T H E L V E of C A R SNE 122nd AvenuePortlandOR phonefaxwww.tonkln.comRevdex.com PO Box 1000DuPont, WA 98327December 10, 2016Re: Case# [redacted] Thank you for the opportunity to respond to Ms [redacted] 's letter [redacted] recently purchased three vehicles from Ron Tonkin Chrysler Jeep Dodge Ram Fiat.Ms [redacted] purchased a Jeep Wrangler, VIN # [redacted] on August 17, and traded her Hyundai Elantra which was in a negative equity position.Ms [redacted] purchased a service contract and gap insurance at that time Had we known that Ms [redacted] felt our salesperson was uneducated regarding Jeep products, we certainly would have accommodated her need for a seasoned salesperson prior to her leaving the dealership if she had relayed her concern.On September 29, 2016,Ms [redacted] informed us that she had recently discovered some health issues and would need to trade her new Jeep Wrangler for a vehicle with a smaller monthly paymentDuring that sale, she was assisted by one of our salespersons who speaks fluent English with an accentAt her request,our salesperson showed Ms[redacted] vehicles that would enable her to have a much lower car payment than the Jeep Wrangler After selecting a Jeep Compass Sport, VIN # [redacted] , she then traded in her newly purchased Jeep Wrangler and lowered her payment over one hundred dollars per month Again, she purchased a service contract and gap coverage.THE RON Tonkin FAMILY OF DEALERSHIPSOn October 3, 2016, Ms [redacted] called to say she wanted a Jeep Compass that was "fully loaded" and had found one on our lotShe wanted to know why she had not been presented with that vehicle as an optionMs [redacted] was not shown that vehicle as an option because she made it very clear that she was looking to lower her payment considerablyMs [redacted] then purchased the "fully loaded" Jeep Compass Latitude, VIN# [redacted] still keeping her monthly payment lower than the original Jeep Wrangler payment but higher than the less expensive Jeep Compass Sport payment Upon receipt of Ms [redacted] 's complaint,we reached out to her to try and resolve the situation to her satisfactionWe carefully went through each purchase transaction with Ms [redacted] and as a result of our meeting with her, we are searching for a Jeep Wrangler to better accommodate her needsShe fully understands that it will raise her payment to where it was in the original Jeep wrangler purchase or higher Sincerely, Brian B***General ManagerRonTonkin CJDRF

I rejected the offer from Arrowhead because I have called Cassandra three different times and have not received a call back after leaving voice messages. I wanted to explain that the reason I didn't take the car back to them is that they didn't fix the first time and when I took it to *** they did exactly what Arrowhead said they did when I took it to them which was to charge it and add Freon. When *** did this the air conditioning is running very cold now which it never did after Arrowhead said they did the same thing. I also want to cancel my warranty with Arrowhead because of this fiasco. I'm too nervous to take my car back to them to fix because of the bad experience I had the first time with them. Nothing else went wrong with the Eldorado's air conditioning but that Arrowhead evidently didn't do what they said they did which was charge it and add Freon. If they had done this I would have been getting the cold air I'm getting now. Also, the reason I didn't take it back sooner was because it was winter and I didn't need as cold air as I should have been getting. *** did nothing different than what Arrowhead said they had done because it's working very good now

I apologize for the delayed response on this complaint; although the consumer had sent the complaint tothe Revdex.com several months ago, the Revdex.com forwarded the complaint to us yesterday, May21, *** *** traded his Jeep Cherokee VIN *** in at Ron Tonkin
ODRFon January 9, As referenced in the complaint, Mr*** told us that his 10-day payoff to ChryslerCapital was $21,Ron Tonkin wrote a check for $21,made out to Chrysler Capital on January17, 1ess than ten days after Mr*** traded his vehicle in to pay off the vehicle loanPlease seethe attached copy of the check.Chrysler Capital called our dealership on February 20, and informed one of our employees, Barbara*** ***, that the payoff was in fact $22,That same day, our dealership sent a second check toChrysler Capital for the difference of $to cover the amount that was not accounted for by ***
*** at the time he traded in his vehiclePlease see the attached copy of the check.As is Ron Tonkin company policy, a letter was generated and sent to *** *** requesting the$shortage be remitted to our dea lership in order to reimburse t he amount we paid to ChryslerCapital in good faith to cover the deficiency on the vehicle payoffRon Tonkin is required to pay off thevehicle in order to obtain the title from t he lienholderAs outlined on the Motor Vehicle PurchaseAgreement that *** submitted with his complaint, t he customer is responsible for the completeamount required to pay off the travehicle.Chrysler Capital did receive the funds and sent the title for the Jeep Cherokee to Ron Tonkin ODRF with aBill of SalePlease see the attached, which shows that Ron Tonkin is the owner of t his vehicleTheContract Obligation amount noted on the Bill of Sa le is incorrect and a formal request for a corrected Billof Sa le reflecting the $22,paid by Ron Tonkin has been submitted to Chrysler Capital titlingdepartment.Please do not hesitate to call me if you have any questions.Sincerely,Brian B***General ManagerRon Tonkin Chrysler Jeep Dodge Ram Fiat

MsL*** purchased a Cadillac El Dorado back in October 2015, shortly after purchasing the vehicle she noticed that the a/c was not blowing quite as cold as it shouldShe brought the vehicle back into our shop, we recharged with Freon and sent the customer on her way (no charge to her) I do
not have record of the customer ever bringing it to our attention until now that the air conditioning was not operating as it should haveHad we known of the issue immediately after the service visit we would have been more than happy to relook at the vehicle and the service work that was done to ensure that we had diagnosed the problem correctlySeveral months have now pasted, which could mean numerous things could have gone wrong with the a/c and the vehicle that were not necessarily there at the time we had the vehicle in for serviceWe are more than happy to meet in the middle by paying for half the cost of the repair work MsL*** had done at ***We feel that we have been open and honest about the vehicle from the time MsL*** purchased the El Dorado from our dealership until now
I have left a voicemail with MsL*** asking for a phone call back so that we can come to a resolution
Regards,
Cassandra B***
Customer Relations Manager
***

Mrand Mrs*** purchased their *** *** *** truck from Ron Tonkin Chrysler JeepDodge Ram Fiat (CJDRF) ori November 12, After the customer was involved in amotor vehicle collision, the vehicle was originally towed to a body shop owned by RonTonkin Family of DealershipsEstimates were
generated by their Insurance Company,*** InsurancePrior to any work being performed, the vehicle was towed at thecustomer's direction, from the body shop to Ron Tonkin CJDRF.Upon assessing the vehicle in the parking lot on November 8, 2017, our service advisortold the customer that collision damage needs to be repaired by a collision repair facilitysuch as a body shopThe Sevice Advisor further explained that the vehicle had moredamage than what was reported on the original estimate and that body damage is notthe type of repairs that our dealership works on.On November 10, the customer insisted that the suspension damage be repaired tomake the truck drivable and that body repairs would be addressed at another shop on alater dateWe again advised Mr*** that we do not have the equipment to verifythat certain components have not been bent, such as the frame, and the vehicle shouldbe repaired in a body shopGenerally, a body shop will sublet mechanical repairs theyare unable to perform to a repair facility such as oursWe advised Mr*** that wewould not be willing to administer the entire claim with his insurance company andsublet work to a body shopThis is not the type of work and repairs that we doThisinformation was given to Mr*** who stated at the time he would contact hisinsurance company and have them authorize us to piece out the repair.After connecting with the *** Insurance agent, ***, who reluctantly agreed andauthorized the estimated repair, we placed the vehicle into our cue for repairAt thetime, we were about 5-days backed up on repairsThe repair did experience a delaydue to the fact that the vehicle would have to be on a rack over multiple days while wereplaced one part at a time as directed by the customer's insurance company.On Wednesday, November 22, the repairs commenced and a supplement request wassubmitted to *** InsuranceAn agent appeared on the same day and approvedthe supplementOn Friday, November 24th, a second supplement request was sent to*** insurance, and an agent appeared same day and approved the supplement.During that visit, the agent, ***, mentioned that he still had this vehicle assigned to abody shop on 82"d Avenue in Portland and that he had just come from there.Apparently, the customer had not informed his insurance company that the vehicle hadbeen moved to another shop.On Monday, November 27th, repairs (other than body damage) were completed on thevehicleThe vehicle was released to the customer and payment would be receiveddirectly from the insurance company within 5-business days.The repairs were completed as directed by the customer's insurance policyThecustomer's insurance did not have a rental car provision and no rental vehicle wasprovided as a resultSignificant delays in this repair occurred as a result of all partiesinvolvedCJDRF does accept responsibility for some of the delays in this repairWeultimately should have refused this vehicle when it arrived on a tow truck withoutnoticeVehicles involved in a motor vehicle collision should be first repaired by a bodyshop and then referred to a mechanical facility if such referral is requiredNonetheless,the customer's vehicle is now drive-able but significant body damage remains.Please do not hesitate to call me if you have any questions.Sincerely,Brian B***General ManagerRon Tonkin Chrysler Jeep Dodge Ram Fiat

I have since spoken with MsL***We have agreed on reimbursing her the $for the repairs made to the a/c by Fletcher'sWe have also spoken about the importance of having an extended warranty should the vehicle run into additional repairs needed. I explained that the warranty can be used with any GM dealer, the vehicle does not necessarily need to have the service work done here at Arrowhead Cadillac to take advantage of the warranty and the cost assistance at thatI have assured her, that we of course would want another opportunity to show her what Arrowhead Cadillac has to offer, and ensure we deliver her with an exceptional experience the next visit and each visit to followWe pride ourselves in our customer service, and are hoping that we have another opportunity to make things right

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

F R T H E L V E of C A R SNE 122nd AvenuePortlandOR phonefaxwww.tonkln.comRevdex.com
PO Box 1000DuPont, WA 98327December 10, 2016Re: Case# ***Thank you for the opportunity
to respond to Ms***'s letter*** *** recently purchased three vehicles from Ron Tonkin Chrysler Jeep Dodge Ram Fiat.Ms*** purchased a Jeep Wrangler, VIN # *** on August 17, and traded her Hyundai Elantra which was in a negative equity position.Ms*** purchased a service contract and gap insurance at that time Had we known that Ms*** felt our salesperson was uneducated regarding Jeep products, we certainly would have accommodated her need for a seasoned salesperson prior to her leaving the dealership if she had relayed her concern.On September 29, 2016,Ms*** informed us that she had recently discovered some health issues and would need to trade her new Jeep Wrangler for a vehicle with a smaller monthly paymentDuring that sale, she was assisted by one of our salespersons who speaks fluent English with an accentAt her request,our salesperson showed Ms.*** vehicles that would enable her to have a much lower car payment than the Jeep Wrangler After selecting a Jeep Compass Sport, VIN #***, she then traded in her newly purchased Jeep Wrangler and lowered her payment over one hundred dollars per month Again, she purchased a service contract and gap coverage.THE RON Tonkin FAMILY OF DEALERSHIPSOn October 3, 2016, Ms*** called to say she wanted a Jeep Compass that was "fully loaded" and had found one on our lotShe wanted to know why she had not been presented with that vehicle as an optionMs*** was not shown that vehicle as an option because she made it very clear that she was looking to lower her payment considerablyMs*** then purchased the "fully loaded" Jeep Compass Latitude, VIN# *** still keeping her monthly payment lower than the original Jeep Wrangler payment but higher than the less expensive Jeep Compass Sport payment
Upon receipt of Ms***'s complaint,we reached out to her to try and resolve the situation to her satisfactionWe carefully went through each purchase transaction with Ms*** and as a result of our meeting with her, we are searching for a Jeep Wrangler to better accommodate her needsShe fully understands that it will raise her payment to where it was in the original Jeep wrangler purchase or higher
Sincerely, Brian B***General ManagerRonTonkin CJDRF

I would like to close this complaint.?

Thank you for the opportunity to respond to Ms*** complaintMs*** purchasedher Chrysler 200s from Ron Tonkin Kia in September of 2017.Ms*** brought her vehicle to our store, Ron Tonkin Chrysler Jeep Dodge Ram Fiat, forher initial consultation with our service department on
January 13, She expressedconcern regarding her vehicle's oil consumption; a test was recommended and performedon her vehicleA necessary part of the test required Ms*** to drive the vehicle 500miles and then have the vehicle reevaluated to determine the problem.On April19, 2018, *** completed the drive portion and returned with her vehicle forthe second half of the oil consumption testThe test was completed and we were able toverify that the vehicle had a bad engine that needed replacement under manufacturerwarrantyThere will be no cost incurred to Ms*** to have the engine replaced.The manufacturer (Chrysler) has the necessary parts on back orderBecause of this, Ms.*** has been provided a courtesy vehicle (comparable to the vehicle Ms*** owns) todrive while the vehicle is restored to a reliable condition.On April 19, 2018, Ms*** spoke with Jonny, her Service Advisor, and expressed herinterest in trading out of her current vehicle for a vehicle she felt would provide her a senseof securityJonny connected Ms*** with Gary O*** in our Sales DepartmentGaryleft a message for Ms*** on April 20, and then again on April 21, regardingher requestUnfortunately, Ms*** declined our offer, as she was not in a positionfinancially to take on a car payment that was any higher than her current payment.*** reached out to the Ron Tonkin Customer Service Department for additionalassistance on May 8, Service Advisor Jonny B*** spoke with Ms*** on May 9,about her vehicle's repairsMs*** reached out to the Customer ServiceDepartment again May 11, requesting more assistance be provided to herMs***expressed her continued interest to trade in her vehicle that she purchased from anotherdealership.General Manager Brian B*** called and left a voicemail for Ms*** on May 14, 2018.Our sales team then made contact with Ms*** and she visited our dealership thefollowing day to again discuss trading her vehicle for another vehicleSales Manager JohnM*** found a vehicle that met Ms*** needsUnfortunately, we were not able tocome to an agreement that Ms*** felt was financially prudent.Customer Relations Manager Meaghan M*** left a message for Ms*** on May 21,Meaghan M*** was able to speak to ***'s fiance, ***? to explain thetwo options we see available for ***:1) We will replace the engine at no cost as outlined above so that Ms*** and herfiance have a reliable vehicle for their family, or2) We will replace the engine at no cost as outlined above so that Ms*** and herfiance have a reliable vehicle that they can trade in.Ms*** and her fiance do not see these two options as satisfactoryUnfortunately, theseare the only two options that we are able to provide*** proposed that they buy backthe Volkswagen that was traded in at Ron Tonkin Kia back in SeptemberMsM***explained that another customer now owns the Volkswagen.Ms*** desired settlement is, " to get my money back or just cancel my contract withRon Tonkin." While we understand Ms*** frustration that her vehicle is in the shopawaiting a new engine, the manufacturer has a right to try to first repair the vehicleIf a"buyback" were to take place, it would not be through our dealership, but through themanufacturer, ChryslerThe contract that Ms*** speaks of is not with Ron Tonkin, butwith her lender, *** Credit Union.Ms*** spoke to Ms*** on May 22, and again explained the option oftrading in the Chrysler 200, but again Ms*** confirmed that she does not see this as aviable option due to her personal financesMs*** explained to Ms*** that theengine will be replaced and the vehicle will be restored to a reliable conditionMs***will not receive a bill from the service departmentIt is our desire that Ms*** would besatisfied with the solution we are able to provide her, but Ms*** continues to bedissatisfied.Please do not hesitate to call me if you have any questions.Sincerely,Brian B***General ManagerRon Tonkin Chrysler Jeep Dodge Ram Fiat

Arrowhead absolutely refused to take the SRX back even when they could not remove the odor(s) and/or mold. They did pressure to buy another car as the only way out of the SRX. They did not stand by their word to remove the odor and thereby did not guarantee taking care of the problem. By saying the only way out of the SRX is pressure and not "guaranteeing" they would remove the smell. This forceful tactic is unethical and moral.

As mentioned Arrowhead Cadillac assured customer that we would do everything in our efforts to try to remove the smell in the 2014 SRX. We used none chemical deodorizers and left vehicle with windows down on different occasions allowing the car to air itself out and on all occasions were...

unsuccessful with removing the odor. The vehicle was then dropped off by customer at 8:00pm with the keys left on the sales person desk knowing that they rightfully owned the SRX. We contacted the customer the next morning explaining that they can not just drop off the vehicle, there was a contract that was signed and they were now the owners of the 2014 SRX. We did advise that the only way that we could get them out of the SRX was by trading them out for something else. Customer then decided to look at a new ATS which originally customer came into look at. Arrowhead Cadillac's managers and staff looked at the differences in prices for the 2016 ATS and 2017 ATS which customer saw that the 2016 had better incentives and would benefit them payment wise, so customers decided to proceed with the transaction. AT no point were Arrowhead Cadillac or its employees demanding, forceful or unethical. We 1) traded customer out of a Buick which they were upside down in of over $9k, 2) put them into the SRX (which they didn't like due to odor) 3) advised they owed SRX due to contract that was signed 4) made attempts at correcting odor and were unsuccessful 5) gave customer option of trading out and into a newer vehicle with payments that still worked in their budget. We feel that we have made the appropriate steps considering the contract that was legally binding.

At the time your initially brought your ATS in for the flat repair (01/2016) the tire was patched at that time per the Michelin requirements. It very well could have been that the change in weather as our service advisors had mentioned prior caused the tire to lose  additional air. These are...

all factors that we can not be certain of at this time or at the time that the ATS was in. What we do apologize for is the fact that we charged you to replace the entire tire while telling you that the tire was now un-repairable. it was just weeks before that a representative gave us information stating that some run flat tires are now being deemed as un-repairable per the specs of the manufactures...Michelin being one of those. We, Arrowhead Cadillac, provided you with the information that was given to us to not repair the tire as it could cause more harm in the future. We look out for our clients best interests, we would never want you to be driving in a vehicle that had a tire patched which shouldn't have been, that is why we suggested the new tire. Fast forward to today, after digging deeper we have found out that the information given was not correct. There are certain tire manufactures that are allowing the run flat tires to be patched, Michelin is allowing the repair, just not on high performance vehicles. The ATS not being a high performance vehicle would have been repairable. We sincerely apologize for the deceit you may have felt and completely understand your frustrations with the entire situation. We would love to make it right. Your complete satisfaction is what we strive for and feel that we owe it to you given the incorrect information that was relayed from one party, through us and down to you. At your convenience please feel free to reach out to Cassandra Balderas with Arrowhead Cadillac at ###-###-####.