Royal Gate Dodge Chrysler Jeep Ram, Inc.

I’m responding to the complaint from Mr*** Mr*** brought his truck in back in early Dec for a water pump that failed, the pump was leaking fluid and we had no idea how hot this engine really gotSince then the vehicle has been back 3-times for running hot and not blowing hot air
out the ventsA heater core was also replaced. Under Mr*** service contract with Chrysler, there is a stipulation, any repairs over $must be called in, and an inspector will come out to view the damage and cost. Mr*** was advised he had performance products on his vehicle that may void his warranty, which he first denied, then came clean. Mr*** has deleted the emissions system on his vehicleInstalling a performance tuner, eliminating the EGR system and straight piped the exhaust eliminating the catalytic converter and DPFUnder the guide lines with Chrysler, they have the choice to refuse warranty and cancel all and any power train warranty the vehicle may haveMr*** authorized us to diagnose the vehicle and he was also advised the rental car was at his expense until the inspector arrived. We may of caused him some grief due to multiple visits, but the fact is, if we had known the engine had got so hot, and diagnosed a leaking head gasket from the start, his warranty would of still been denied. Mr*** was offered a 10% discount towards parts and labor and we also offered to assist with a few days of rental *** *** SerMgrRoyal Gate Dodge CJDR *** ***

Complaint: ***
I am rejecting this response because:
I do not accept the responseWhen I met with *** ***t, it was very obvious that the damage was caused by Royal Gate*** ***t tried to deceive by positioning the van where the damage could not occurThe van just needed to be moved forward on an adjustable rack similar to the location of a truck in the next bayI do not want a service credit, I like the van and I do not want it damaged again and with Royal Gates response to this damage, I certainly will not be returningNothing less than a cash reimbursement will do.
Sincerely,
*** ***

On *** ***…I spoke with our Service Manager *** *** yesterday and he called *** @ *** *** to get a dated RO and miles when Mr*** showed up with this issueHe could not produce any documents and said he thought he remembered the vehicleRoyal Gate rotated the tires in February of
If the wheels were loose they would have fallen off within days of serviceNot months or milesI am also attaching copies of our RO’s

The customer name on our vehicle file is *** ***, not *** ***The receipts from the two service visits are attachedThe vehicle came in for a transmission issue in April 2015. We overhauled the transmission (including the clutches inside the unit and a new torque converter)
The vehicle had 118, miles on it at that timeThe customer did not pay for these repairs, his extended warranty company paidThe customer paid their deductibleOn December 23, at 127,miles the vehicle was brought back to Royal Gate DCJRThe customer stated that the Transmission had gone out of the vehicle. Our diagnostics showed there was nothing wrong with the transmission but that the transfer case had failed. The transfer case was not part of the original repairs completed in April 2015. The customer’s extended warranty had expired at this time. The dealership contacted the extended warranty company on the ***’s behalf and they declined any assistance because the warranty had expired Mr *** was made aware of this and that a $diagnostic charge applied. The estimate to replace the transfer case is $The customer declined the repairs and left the vehicle on our parking lot for several months while they attempted to get Chrysler to help with the repair cost or whether to pay for the repairs. On March 5, Mr*** picked up the Jeep and paid the $diagnostic chargeThere was no workmanship or diagnostic mistakes made by the dealership or the vehicle would not have driven for months and 9,miles before experiencing another breakdown. Additionally, the repairs needed are not on the same part of the vehicleThe transmission and transfer case, while attached to each other, are different systemsThe vehicle does not have a recall from the manufacturer, Jeep, on either the transfer case or transmission. All recalls are Vehicle Identification Number specific. If the manufacturer says the recall does not apply, a dealership cannot perform recall repairs on the vehicle. The only recall that applies to this vehicle is an ignition switch recall

Mr*** *** purchased a Ram truck from Royal Gate Dodge in July as statedIt was fitted with a lift kit, wheels, side steps, and tiresMr*** states in his complaint to you that he was unaware of the wheels tires and lift kit on the truckIn a complaint to the Revdex.com he states he
was aware that the vehicle had a lift kit and aftermarket wheels and tiresThe truck had an addendum sticker clearly displayed on the window next to the *** stickerMr*** was fully aware of the wheels, tires,side steps, and lift kit added to the truck as the addendum read “Wheels, Tires, Lift Kit, Side Steps $9995.00”Mr*** was thrilled that he was essentially getting all of the adds for free with the $10,discountWe discounted the vehicle $10,for the age of the unit and the hail damageAll the hail damage was repaired by paintless dent removalThe hail was disclosed, but the salesperson was remiss in not having the hail disclosure signed by Mr*** at time of purchaseWhen the salesperson contacted Mr*** to have it signed he was upset about having to sign the disclosureMr*** then asked to have scratches buffed on the vehicle and a bedliner installedMr*** had a spray in bedliner put in by us on August 8th as well as a hand painted pinstripe and the buffing some scratches on the truck, all these items were completed by our body shopRepair Order ***Mr*** states he has had alignment problems with the vehicleI cannot attest to how the truck has been driven or used by Mr***I cannot attest to his statements about his dealings with the *** *** Dodge or Glendale Chrysler service departmentsBelow is a report of the service history of Mr*** truckVehicle Service Information Year/Model: RAM SLT 4XLast Odometer: 4,miles on January 12, Body Style: DJ7HIn-Service Date: July 14, Engine: EZC-5.7L VHEMI VVT Engine In-Service Odometer: miles Transmission: Odometer Type: miles Color 1: PCL-Blue Streak Pearl Coat Car Line: B Color 2: QCL-Blue Streak Pearl Coat Build Date: June 10, Current Market Register: U Hour: Book: R Service History (Month) List Date Transaction Type January 12, - *** *** DODGE CHRYSLER JEEP *** - Frame-Safety Recall RFront *** - Module, Powertrain Control (PC *** 4,Miles WARRANTY January 12, - *** *** DODGE CHRYSLER JEEP *** - Tube, fuel tank filler *** - Sensor, low tire pressure-Sens 4,Miles WARRANTY January 12, - *** *** DODGE CHRYSLER JEEP *** - Maintenance-Lube, Oil, and Fil 4,Miles *** SERVICE CONTRACT October 21, - GLENDALE CHRYSLER JEEP DODGE R *** - Sensor, low tire pressure-Sens *** 2,Miles WARRANTY October 21, - GLENDALE CHRYSLER JEEP DODGE R *** - Safety Recall R- Steering W *** - Safety Recall R- Reprogram *** 2,Miles *** RECALL REPAIR August 5, - *** *** DODGE CHRYSLER JEEP *** - Molding/Applique, wheel opening *** 1,Miles WARRANTY July 17, - ROYAL GATE CHRYSLER DODGE JEEP *** - Applique/molding/bezel/tape, d *** Miles WARRANTY July 2, - ROYAL GATE CHRYSLER DODGE JEEP *** - Washer fluid Miles WARRANTY June 19, - ROYAL GATE CHRYSLER DODGE JEEP *** - Road Ready-Basic Prep PREPNV Miles PREPARATION Vehicle Sale Information Selling Dealer: - ROYAL GATE CHRYSLER DODGE JEEP Sales Type: - DIRECT RETAIL Vehicle Report Dealer: - ROYAL GATE CHRYSLER DODGE JEEP RAM, INCDate: April 7, Time: 16:30:VIN: *** Dealer Entered Name: Dealer Entered Odometer: miles Please note: Mr*** has yet to have Safety Recall Rcompleted on his vehicleThis could be the steering problems he has been experiencing and unrelated to wheels, tires, and lift kitRecall info reads belowSEARCH RESULTS VIN: *** Year: Vehicle: RAM SLT 4XPlease contact the Chrysler Group Recall Assistance Center at *** Results Last Updated: April 07, Chrysler Recall# RNHTSA Recall# 15V-Recall Date: August 25th, Safety Defect/ Non-Compliance Description SOME OF THE VEHICLES MAY HAVE A FRONT SUSPENSION TRACK BAR FRAME BRACKET THAT WAS IMPROPERLY WELDED DURING THE MANUFACTURING PROCESSTHE FRONT SUSPENSION TRACK BAR FRAME BRACKET WELDS MAY BREAK AND ALLOW THE FRONT SUSPENSION TRACK BAR FRAME BRACKET TO SEPARATE FROM THE FRAME RAILA SEPARATED FRONT SUSPENSION TRACK BAR FRAME BRACKET WILL CAUSE DIMINISHED STEERING RESPONSE AND COULD CAUSE A CRASH WITHOUT WARNING UNDER CERTAIN DRIVING CONDITIONSRepair Description THE FRONT SUSPENSION TRACK BAR BRACKET MUST BE INSPECTED FOR CRACKED WELDS.TRACK BAR BRACKETS WITHOUT CRACKED WELDS WILL HAVE REINFORCEMENT BRACKETS INSTALLEDHOWEVER, THE TRACK BAR REINFORCEMENT BRACKETS ARE CURRENTLY NOT AVAILABLEFCA WILL CONTACT YOU AGAIN BY MAIL, WITH A FOLLRECALL NOTICE, WHEN THE PARTS ARE AVAILABLE.TRACK BAR BRACKETS FOUND WITH CRACKED WELDS WILL HAVE NEW TRACK BAR BRACKETS WELDED TO THE FRAMEWELDING NEW BRACKETS TO THE FRAME WILL REMEDY THE CONDITION AND YOU WILL NOT BE CONTACTED AGAIN BY FCA REGARDING THIS ISSUERecall Status INCOMPLETE BUT REPAIR PARTS ARE AVAILABLE Mr*** states he has taken the truck to *** ***, yet the service records on the vehicle show Royal Gate, Glendale, and *** ***It also shows all repairs were either warranty or service contractThese repairs would be done at no cost to customer other than the service contract workMr*** had contacted FCA to complain about having to pay a deductible on his service contractFCA then contacted me about him not wanting to pay a deductible on a service contract he purchasedSince Mr*** had been dissatisfied he has taken to the internet, Revdex.com, Fiat Chrysler Automobiles, and your officeI personally was contacted by Chrysler Customer Care to inform me that he had called them and when they told him that there was nothing they could do for himHe told the operator at customer care that he was crazy and on medication and that he was going to drive the truck straight through the front of the dealership and through anyone in his wayI know FCA records all customer calls and I can petition them for a transcript of said conversationI relayed to the operator that we would have no further dealings with Mr*** after threatening the property and potentially the lives of employees of Royal Gate DodgeI chose not to call the local Police Department on Mr*** as to not escalate his angerWe here at Royal Gate can understand Mr***s frustration with recalls and service work, however to hold the dealer responsible for mechanical issues resulting from manufacturing is unfair and without meritIn regards to the towing capabilities of the truck I cannot comment as there is no documentation to substantiate his claims on a camper or towingWe have on more than one occasion offered to trade Mr*** out of this truck at a loss to the dealershipHis responses have been threatening and profanity laced leaving us with the only option we have available to us given the types of threats, and that option is to no longer continue a relationship with Mr***Regards, *** *** New Car Sales Manager Royal Gate Dodge Ellisville, MO

***,
Here is our resolve for Revdex.com complaint #***Please let me know if this resolves the complaint
Thanks,
*** ***

Thank you for giving Royal Gate Dodge, Incthe opportunity to respond to Mr*** comments about his $cash deposit(Receipt copy attached) We do have Mr*** cash deposit in our office at Royal Gate Dodge, IncWe have tried to call Mr*** many
times, in an effort to talk with him about his depositAfter Mr*** gave us his deposit he was supposed to get back with us the next day, to bring his wife in to finish the transactionThat never happened and we have never heard from him since The deposit is waiting for Mr*** to come and pick up from the dealership at 1*** *** *** ** *** *** I would ask that Mr*** call ahead to Mr*** ***, the Pre-Owned Manager, to pick up his depositThe phone number is *** Thank you for hearing this case Respectfully Submitted,
*** *** General Manager

Initial Business Response /* (1000, 10, 2016/02/09) */
I have attached attachments (Sales and Service) on how we addressed Mr***'s concernPlease let me know if this resolves the case
Thanks,
*** ***
Royal Gate Dodge Chrysler Jeep Ram
XXXXX ***
***
Ellisville, MoXXXXX
Work: XXX-XXX-XXXX ext ***
Cell: XXX-XXX-XXXX

See attached

Royal Gate Dodge Chrysler Jeep Ram, IncAgreed to adjust my bill

Mr*** purchased a FORD FHeavy Duty Truck, with 103,miles on it, on 10/27/
This vehicle came with a month - 3,mile Powertrain Limited Warranty and Mr*** chose to purchase GAP Insurance, plus a “Three for ONE” policy which is “Dent, Windshield and Wheel” protection plan that is showing on the Buyer’s Order for $and initialed by Mr***As, Mr*** stated, the vehicle he purchased had the “Check Engine” light onWe had just sent the vehicle out to the Ford dealership to have the “Check Engine” light diagnosiscompletedThe repair was stated to be a “O“ sensor, which would cost $to repairWe told Mr*** we would take care of having it repaired, he suggested we reduce the price of the vehicle $and he would take care of the matter himselfWhen Mr*** called us on or about October 30th, to inform us of the fuel pump problemThe manager, *** ***, talked with Mr*** about his problemHe refused to bring the vehicle into us for further diagnosis. Finally, Mr*** never paid for a “Service Contract” so it cannot be removed from the loan because he did not pay for the Powertrain Limited Warranty it was included at no extra charge.We will be happy to send Mr*** another copy of this Powertrain Limited Warranty form. Attached is the copy of: A. The Buyer’s Order form that Mr*** signed.B. A copy of the Powertrain Limited Warranty form for your research. If you need any further information please let us know and we will be happy to respond. Respectfully,*** ***

From: [redacted] [mailto:[redacted][email protected]]
Sent: Thursday, August 03, 2017 3:56 PM
To: '[redacted].[redacted]@edwardjones.com' <[redacted].[redacted]@edwardjones.com>
Subject: Transmission
Mr. [redacted],
I’m writing you in response to your request for reimbursement for your transmission...

failure.
After reviewing the previous repair and history, we do not feel Royal Gate Dodge is in any way responsible for the failure of your transmission.
A transmission, being a hydraulic unit, has more opportunity for failure from low fluid level over a long period of time, (leaks and fluid aeration) than a line coming off. If the line came off, there would not be any fluid left at all and with no fluid present for pressure, there are no clutches to apply and the vehicle would not be drivable. However, since you drove the vehicle (10 months, 5,000 mile) between the repairs, I can only assume the transmission failed for reasons not related to the work had performed at Royal Gate Dodge.
Sincerely,
[redacted] Ser. Mgr.
Royal Gate Dodge CJDR
[redacted]

We found records that Ms [redacted] came to our facility twice over the course of her ownership of the vehicle.  Once on 06-13-13 and again on 06-22-16..  She sent us a letter and we contacted her to come in and trade in the vehicle.  She returned on 09-21-17, we made her an offer on a new...

vehicle, kept her payments the same amount and offered to pay off her current vehicle.  A few days later her boyfriend and father came in saying she was refusing our deal.  We did not hear from her again until 10 days ago when she returned and said she traded the vehicle in at [redacted] and will never do business with us again and left.

Dear Ms. [redacted],Your concern regarding the powertrain warranty on your 2008 Charger is something that is controlled completely by the Fiat Chrysler Corporation and we at Royal Gate cannot overturn any ruling they have made on the warranty. The corporation did mail out 3 notices for the 5...

year powertrain inspections to all customers and Fiat Chrysler considers it the customers responsibility to follow-up on those notices. Royal Gate Dodge, Chrysler, Jeep & Ram

Complaint: [redacted]
I am rejecting this response because:
The response doesn't mention the 2011 Chrysler Town & Country, that I am inquiring about. The response doesn't mention any of my
Sincerely,
[redacted]

Initial Business Response /* (1000, 11, 2015/09/22) */
Mr. [redacted] purchased the vehicle on March 30, 2015.
On April 11, 2015 Mr. [redacted] Replied to an email from his sales consultant stating everything was great so far and had a question as to when he would be getting his paperwork. Mr. [redacted] was...

contacted that his paperwork was ready, Mr. [redacted] picked up his paperwork on May 5, 2015. No mention was made about the wheels on the vehicle at this time.
On June 16, 2015 Mr. [redacted] contacted our secretary [redacted] about the wheels.
On June 17, 2015 Mr. [redacted] had a phone conversation with Mr. [redacted] about the wheels. Mr. [redacted] was given a complete delivery going over the entire vehicle at time of delivery and no mention of wheels was made on March 30th. No subsequent contacts by sales person or secretary were the wheels mentioned.
By Mr. [redacted] account in a letter from the Missouri Attorney Generals office, he states Chrysler attempted to assist him.
As of June 17th when Mr. [redacted] threatened legal action, Mr. [redacted] the general manager told Mr. [redacted] that if that was the case, he could no longer continue speaking with Mr. [redacted].
I have a difficulty in understanding how after 70 plus days that Mr. [redacted] suddenly discovered that he did not have 20 inch wheels on his vehicle. As Mr. Johnson stated to him in our phone conversation, he would have understood if it was the next day or even a week that Mr. [redacted] discovered different wheels. Seventy plus days after we cannot know if the wheels were swapped, if the correct wheels were on the vehicle at time of delivery, etc.. Royal Gate does know that the vehicle was properly delivered by the salesperson and no complaints or concerns were voiced by Mr. [redacted] at time of delivery.
The salesperson Mr. [redacted] cannot confirm or deny the presence or absence of 20 inch wheels at time of delivery. Given the amount of time that has passed in addition to the large volume of vehicles sold at Royal Gate Dodge monthly, it is impossible for anyone to recall the vehicles wheels at time of delivery.
We have checked with our service department and there are no open or closed repair orders for a wheel swap for the 2014 Dodge Charger Mr. [redacted] purchased referenced under stock number or VIN number. It is policy that a repair order be written for all work done in our service department.
As Mr. [redacted] took delivery of the vehicle without concern or complaint, again it is our position that it is difficult to prove the 20 inch wheels or the 18 inch wheels Mr. [redacted] states he has now were on the vehicle at delivery.
Thanks In Advance,
[redacted]

Customer purchased a vehicle in August of 2015.  The VIN number to the vehicle that was purchased was 2 digits off of another vehicle that was in Royal Gate...

Dodge's inventory.  A clerical error made resulted n a lien being placed against the vehicle in reference in the name of another customer of ours.  Once the error was noticed a collateral swap was initiated with the lienholder to ensure the issue was resolved.  In order to have the lien removed the customer that purchased the vehicle with a different VIN was required to sign documents in order to complete the collateral swap.  They were not responding to multiple attempts electronically as well as via phone calls.  Once the documents were received from previous customer the lien was removed and title paperwork was handed to the [redacted]'s.In order to make up for egregious error of behalf of Royal Gate we paid for the customer's sales tax.  The issue at hand has been resolved a the satisfaction of [redacted]'sRegards,[redacted]Business Manager

We have been in contact with Mr. [redacted] and we apologize for any inconvenience that we might have caused him. We are in the process of resolving this matter with him.

March 22-28 we had a sale at our dealership and we sent out flyers to our customers. A customer would win a 2016 caravan if they had the winning numbers. If the customer walks in with the flyer they can see if they have the winning number. We use a off site party to come into the dealership to...

handle the contest.  The customer fills out a form and at the bottom of the form it states they are allowing us to run their credit. We are sorry for the misunderstanding, but in order to have their credit ran they had to sign and fill out that form. We also apologize if there was a misunderstanding.

Complaint: [redacted]
I am rejecting this response because:tell you why because I never received them
Sincerely,
[redacted]