Safety First #1, Incorporated

Revdex.com:On 10/10/my check engine light returnedI contacted Mr [redacted] to inform him of the issue and he offered a rental car and an additional repair due to intermittent blue tooth issues as wellUntil Chrysler HQ has resolved this ongoing problem I will not be happy with my purchaseI have been leaving several messages for Chrysler regarding the return of the check engine lightI have left messages each day since 10/10/and not one call has been returnedI have been advised not to return to the dealership until Chrysler has returned my calls regarding the return of the check engine lightI have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

We apologize for the issue with your trade paymentWe have contacted your lien-holder with a request to remove the late payment notice from the credit bureaus and keep you informed of the status

The customer brought the vehicle to our service department***the service manager, had the vehicle cleaned and inspected fullyThere was no damage detected to the wiring [redacted] asked the customer to inspect the vehicle with him and the customer refused and stated "I'm only interested in a different vehicle" then stormed offI have no problem going through the vehicle againThanks, [redacted]

Ms [redacted] 's vehicle has been into service three separate times to address concerns related to her vehicleDuring her first visit she had concerns for a water leak present from the front passenger side and rear hatch glassThere was also a concern with the vehicles heater not blowing warm air after fifteen minutes of operationDuring the inspection concerns were found with the seal for the right front side of the roof and rear hatchRepairs were made to the vehicle for the water leaksThe concern for the heater operation was not verified so no repairs were madeAt the conclusion of this service Ms [redacted] walked around the vehicle and pointed out damage to the vehicle that she states was not present when the vehicle was dropped off for repairShe noted chips (rock chips) present in the front windshield, a mark on the right front fender, and later added that the rear cargo area had marks in the plastic that were not thereIn the interest of customer service, no argument was made about Ms [redacted] 's claims for damageA separate appointment was set to address the concerns noted upon delivery from the first visitAt the second visit Ms [redacted] reviewed what she wanted to have repaired on the vehicleWe agreed to replace the windshield for the damage noted at no cost to the customer strictly as goodwillThe damage to the right front fender was not scratched but appeared to be a defect in the paint and was repaired under warranty at no cost to the customerThe rear compartment panel that was noted as damaged was replaced at no cost to the customer as wellMs [redacted] also requested the vehicle be looked at for water leaks again during the visitTheir was no concern with leaks actually occurring at this timeThe vehicle was rechecked for water leaks during the second visitNo water leaks were present and no repairs were madeMs [redacted] was contacted after all repairs were made on her second visitWhen she came to take delivery of the vehicle, she pointed out that there was damage to the right front side view mirror housing and that the seal for the new windshield had a spot present in the urethaneShe requested that the work order be updated with the concerns, but no repairs madeOur offer to repair the newly found concerns on her second visit were declinedMs [redacted] made contact with the service department again shortly after her second visit and stated that the vehicle was leaking water again on the right front of the vehicleArrangement's for a 3rd visit were made for Ms [redacted] Her vehicle was inspected for water leaks againNo leaks were found during the visitThe repair to the right front seal was rechecked and and reapplied to ensure that there would be no concernMs [redacted] was contacted after completion of inspection and repairsVehicle was returned with no further concerns stated at deliveryThere as been no further inspection for water leaks since Ms [redacted] 's last visitTo our knowledge her vehicle is in good working order at this time

?***,We are sorry to hear that you remain unsatisfied with the resolution of this matterIn you initial complaint, you requested a full refund and we sent it to you in the mail on 3/31/As for confusion about the timeline, please allow us to clarify: You? brought your vehicle? ?in on Saturday afternoon? ?02/13/2016? ?without an appointmentYou? stated? that the vehicle would not start after the doors were locked? and pointed out that the security lights flash while trying to start vehicle.? Your advisor discovered that your vehicle was also in need of four important safety?-?related factory recalls required by the National Highway Traffic Safety Administration (NHTSA) and the manufacturerYou approved all recalls at no charge and approved the$?charge ?to perform diagnostics for the start concern.?The next business day (Monday 2/15/2016), the technician performed ?the safety recalls?Next, the center console and steering column were taken apart to inspect the vehicle and the problem was diagnosed as a bad keyless entry moduleThe technician recommended replacement of the module and key to correct the concernOn 2/16/2016, you approved the estimate for repair and we ordered the parts needed for the jobThe following day we were notified by the manufacturer that the keyless entry module was on back order and that we anticipated arrival in three weeksAt that time, you decided to leave the vehicle and wait for the parts to come in and repair his vehicle.I understand that you? changed your mind and subsequently? attempted calling? us, but did not get prompt returned calls?For that we have apologized and made improvements to our call handling system to ?reduce call back times.? On 02/20/2016, you left a message with our receptionist to inform us that you did not want to wait for the parts and that you wanted to pick ?up your vehicle?We returned your call? that day? and left a message that the vehicle would be ready for pick up after we put ?its steering column and center console back together from the inspectionYour vehicle was ?reassembled with?out repairing the start concernYour paperwork was invoiced with the diagnostic charge of $and ?the estimate to repair your vehicle was increased by $to cover the expense of reassembling your vehicle so you could take it back.When you arrived to pick up the vehicle, you questioned why the estimate had changed, and it was explained ?that the extra charge? was for reassembl?ing? the dash and steering column? at your requestWe later agreed to waive this charge due to the inconvenience of the parts delayWhen the vehicle was brought to the service drive, you noticed ants in the vehicleWe offered to fully detail the vehicle, but the you declined and left.After first receiving feedback about your experience, you spoke with the Service Director to let him know you were upset about our call handling, the new estimate and the antsHe explained to you that the extra expense would be waived due to the inconvenienceIt was also explained to you that your vehicle ?was parked on ??our paved service lot and not "in a field"The Service Director offered to refund ?your diagnostic? fee? as goodwill for the ants and ?your frustration.We understand your frustration with the parts backorder, but at no time were you ever lied to or misledWhile we do everything possible to expedite the arrival of parts, we have little control over when the manufacturer makes them available

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [This is fabricated non-senseThey left out different details that would articulate a completely different story I was initially told it would be a three day waitAt the end of my three day wait I called the business multiple times to retrieve information on my vehicleI left messages on their answering serviceNone of my calls were returnedI called the next day multiple times none of my calls were returnedI called again in the evening and finally reached my service advisor at which time I was told that it would be several weeks until the part came inAfter doing the math on how much an investment it would be to continue to rent a vehicle, I decided the next day that I needed to retrieve my vehicleI called again over 7-times to let them know that I would need my vehicle again I left messages with real live people and their answering serviceNone of these calls were returnedI called again on Saturday morning four more timesLeft messages with people and answering machinesFinally, I had reached a point that I began to believe they wouldn't return my callsI decided that I needed to escalate the matter, my next call at noon on Saturday I informed the receptionist that I was coming to pick my vehicle upThe business informed that my vehicle wasn't available due to being torn apartI decided to give them four hoursWhy would my vehicle be all torn apart though? They did a diagnostic assessment on my steering wheelI showed up and the business attempted to assess a fee on to me for picking my vehicle upThey also typed in a document that I had refused to leave my vehicleThat wasn't the case at all they refused to communicate to me any details at allAfter an extended wait to get my vehicle they drove it up and it was infested with pestsI showed the employees how they had left my vehicle in who knows where while it was infestedI walked inside the dealership to speak to a supervisor and ask him or her why and how could they allow my property to be damagedSome kid in the parts department after I had been on their premises for over a half hour ran down as I was pulling away and begged me to leave my vehicle so they could clean itI also showed the service manager that my tire pressure light was on meaning that they didn't even care to return my vehicle to functional standardsI paid the fee for the assessment of the vehicle and I left because I had completely lost respect and confidence in their capabilities to perform maintenance During the time my vehicle was in their facility, they also supposedly performed four (4) Recalls that were overdue on the vehicleHow do I know that these recalls were performed in accordance with procedures? This dealership obviously made a sum of money performing these servicesThe letter that they sent states that we didn't do businessThat is a falsification again because they made money from the corporate chain off of my vehicleThey made money off me as wellWhen I went to get the refund that, I didn't ask forI simply asked them to forward the money that I had paid to them to a dealership that I had confidence inThey said "we can't do that but we give you a refund for the assessment of the vehicle." I attempted to retrieve that after I had to pay it again to another dealershipWhen I attempted to get the refund they informed me they weren't authorized to do thatI would like my vehicle restored to its full condition prior to bringing it to their locationI will then bring it to a business that actually has integrity and cares about putting people into operational vehiclesI don't trust any work that was performed at their locationThey have lied to me from the very first day that I brought my vehicle thereJust as the letter that they just typed to me through the Revdex.com official mediation server is full of half truths and exceedingly deceptive in natureAs I clearly stated in my complaint to the Revdex.com and to the Dodge corporate complaint center this business shouldn't be in businessThey are unethical, they have malicious practices, and they clearly have no regard for the safety of consumersI do not want them to email me a checkI don't even know how you would email someone a checkMatter of factly i'd pay ten times the amount to have this business investigated by a legitimate industry professional because at this point it might prevent someone from losing life or limbI sincerly hope that the Revdex.com steps up and does their job] Regards, [redacted] ***

Dear [redacted] ,When your vehicle arrived, you visited the dealership and told your Salesperson about your need to delay the purchase due to your escrow and left without the taking delivery of the vehicle. Your message was misinterpreted by or to management who thought you were unable or unwilling to... follow through on your purchase. This breakdown was our fault and better communication with you should have taken place before deciding to sell your vehicle to another customer. After meeting with you and apologizing for the breakdown and the inconvenience, we agreed to give you another Dodge Challenger to borrow for over four months plus a $600 credit to use towards accessories. [redacted] reports that he had many conversations with you regarding the parts order including updates on back-ordered items. He also states that he shipped all the items to you directly and without delay upon there arrival at the dealership. Furthermore, he played me a voicemail you left for him where you report your satisfaction with the order. [redacted] I understand your frustration with the vehicle mishap and for that we have apologized and done everything we can to make up for it and move on. I assume that your final communication to Josh occurred after you initiated the BBB compliant and hope we can close this up. Thank you again for your patience and your patronage. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We came into the dealership and were offered a different car but were informed that they were not giving us any credit towards the trade in we had left for them (7000)They expected us to give our trade in to them for free AND pay extra adding the swat system and warrantee we had added to the previous vehicleWe specifically asked them if we could take the rat infested behicle to a mechanic of our choice to have the engine and ALL of the wiring checked and they would pay for the inspection, and they said noTheir "inspection" cannot see if the rodents cause any damage behind the engine and in the dash, which is where the rat droppings lead and frankly we do not trust that they would actually inspect the vehicle properlyThis whole situation would have been avoided if the vehicle had been inspected the day we bought itThat is what CERTIFIED pre owned meanswe want of things: 1- pay for our whole car to be inspected, engine removed and wiring checked because they guaranteed us a "safe" car in the first place2- if they do not want to do that give us the exact same vehicle for the EXACT same price3- if the cannot do that give us our car back or the trade in value for it ($7000)
Regards,
*** ***

Hi ***,After you brought your Durango to us, we performed work to diagnose the problem and discovered that your vehicle needed parts that were on factory back orderWhen we told you that the soonest we could expedite the parts was three weeks out, you decided to pick up your car and decline the
repairHowever, the diagnostic work had already been performed and the vehicle needed to be put back together in order for it to be returned to youWe did agree to waive the cost of restoring the vehicle and refund the cost of the diagnostic work for your inconvenienceI understand you visited us Saturday to pick up the refund, but that the manager on duty was unable to process it for you and I apologize for thatA check for the refund is going into the email today.The safety of our customers and employees is our top priority and we take extensive measures to ensure that all safety procedures are adhered toYour vehicle was delivered back to you, at your request, in the same state in which you brought it to us and we offered to perform a full detail when you discovered the antsI'm sorry we weren't able to do business this time, but hope you will consider us in the future.Thanks,

The proper documents have been processed for a full refund of the service contractPaperwork was submitted on 2/23/We are sorry for the delayThe $will be sent to *** *** ** as they are the lein holder

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
** & *** ***
I am attempting to attach correspondences with the dealership showing their webpage for $and $rebates not including the $for financing that has also been verified by their online manager OprahI will try to attach them again as they didn't go thru. *** *** ** *** *** * *** *** *** *** *** ***
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You are receiving this email because you inquired about or purchased a vehicle from Jack Powell Chrysler Jeep Dodge RAM recently or in the past

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me My remaining un received parts from Jack Powell Dodge were in fact shipped out once I initiated my Revdex.com complaintI would have liked to resolved this some time ago and without any further actionsI have received all parts and will consider this complaint resolved
Regards,
*** ***

Our Service Director *** *** spoke with the customer today and they will be bringing in the vehicle for the check engine light againThe intermittent small leak detected is extremely hard to diagnose, however all efforts to repair the vehicle are being madeAny request to have the vehicle
purchased back from the customer will have to go through Chrysler Corporate and is not in our controlHowever, again we will do everything possible to assist the customer and try to address all concernsAdditionally, we have opted to provide the customer with replacement parts for another concern and make sure they are set up with a free rental vehicle. This issue has been escalated to our dealerships resolution management team for observation

Dear ***,I'm sorry you feel this way about your experiences at our dealershipAgain, the verbal negotiations you had with your salesperson were clearly just that: negotiations*** was asking if you were willing to purchase IF he could arrange incentives, discounts and rebates in a way that would reach your priceThese factors are dependent on variables such as financing source, vehicle age and availability, eligibility etcWhen we spoke on the phone we acknowledged the misunderstanding and I emailed you a clear offer that was the lowest price for the vehicle you wanted to buyAll of the offers we made to you have been legi***ate and we've stood behind them.We take your accusations of illegal activity very seriously because such practices are absolutely not tolerated in our organizationWe listened to your complaints and interviewed each employee who interacted with youAt no point did any employee say or do anything intended to deceive you or jeopardize the trust they worked to earn from youWe do not deny that we make mistakes and we are certainly not perfect, but we have been in business for nearly years by being honest and straightforward with our customersWhile I disagree with your assessment of our business practices, I do appreciate (and share) your passion for excellent customer service and welcome your feedback as a tool to make ours even better.Thanks,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I specifically asked for the year warranty inspection, as that was the main purpose of my visitI am not a Chrysler mechanic and was unaware of the inspection lingo at the time, to be able to differentiate a point inspection versus whatever terminology is used for the year warranty inspection

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Unfortunately these claims are by the dealership are not trueAfter the third visit I contacted the service director and the owner of the dealership through email form with an attached letter and received a response of them going to contact me on MondayThey never contacted me again though I emailed them a second time with video attachment of the leaksI will admit I have not returned in person to the dealership due to me being told by the service manager to "leave and get my car fixed somewhere else"I am concerned for my safety should I return due to the nature of his response and hence why I contacted the owner and directorSince the director and owner have not responded I contacted the Revdex.com.There are further invoices and photos from other dealerships after the contact at jack powell that my car is still not fixedThere is also documentation to prove they have not reached out to me personally to rectify this after my 3rd visitI have attached the letter that I had sent to *** *** and *** *** with better details
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint
resolved
Hello- I filed this complaint attached on 1/and received a confirmation from the retailer today the refund has been givenYou can close this complaintThank you Regards,
*** ***

?Dear Ms***,I understand that you saw an advertisement on Cars.com for a new Dodge Durango with a sale price of $2,and subsequently received an email quoting the same priceUnfortunately, this information was displayed and sent to you in error and I apologize for the confusion
Moreover, I sympathize with your frustration in being informed of the error after having the incorrect price repeated via email and I want to assure you that this was due to a technical malfunction onlyWhile we make every effort to maintain the accuracy of vehicle pricing data, errors can happen and may be automatically syndicated across multiple platformsFor this reason, we display the following disclaimer on all of our website listings:"While every reasonable effort is made to ensure the accuracy of this information, we are not responsible for any errors or omissions contained on these pagesPlease verify any information in question with Jack *** Chrysler Jeep Dodge. MSRP* The amount shown as MSRP is for informational purposes only and is the Manufacturer's Suggested Retail PriceThis amount does not represent an advertised or selling price and does not include the price of any dealer added equipment or dealer markup** All prices exclude government fees and taxes, any finance charges, any dealer document processing charge, any electronic filing charge, and any emission testing chargesSale prices and rebates do not apply to leasesSee dealer for details."?The Durango you are interested in is currently advertised with a sale price of $35,which expires on 6/30/15. All previous advertisements for this vehicle have expired and any errors have been correctedAgain, I apologize for the inconvenience and invite you to contact me directly if you are interested in purchasing the vehicle at the current sale price.Sincerely,*** ***General Manager

It is stated in the customers contract with Chrysler that "the owner" of the vehicle is responsible to ask for the five year vehicle inspection to be performed to maintain the warranty on the vehicle Mrs*** was at our dealership having a regular service performed (11/12/2012) while the
vehicle was eligible for the five year inspection to be performed According to the work order for that day, she asked for an oil change, tire rotation and a multi point inspection to be performed She signed the work order for those services only and paid for them when they were complete Is was not until recently (05/2016) that she was told by another Chrysler dealership out of state that her warranty was no longer in place Mrs*** contacted our dealership to ask for assistance with the matter of her warranty Jack Powell CJDR contacted Chrysler to seek assistance for Mrs*** in having her warranty reinstated The dealership was given the same information as Mrs*** was that the responsibility to have the five year inspection performed was that of the customer and since the work order that she had signed did not indicate that she was requesting the inspection be performed, that reinstatement would not be possible

First, we would like to apologize for the poor experience the ***'s had with our teamWe would be happy to provide you with a free car wash if you would like to come out at your convenience to have one of our Delivery Team members go through the functionality of the vehicle with youWe have
tried multiple times to contact this customer to resolve this issue but the customer has not returned our calls and emails or has refused to come into to go over the details they are requestingOur website displays the rebates in two areas, one at the top, which shows the lump sum and one in the comments sections where it outlines each of the individual rebates and the program numbers$of the $3,rebate was for customers who finance their vehicle through Chrysler Financial onlyMr and Mr *** decided to pay cash for their vehicle and therefore did not qualify for this rebate, this was a choice that they madeIt was explained at that time by our sales representative and we apologize if that was not clear enough We sold this vehicle below our cost to accommodate these customers needs and therefore we feel they received more than a fair deal for the vehicle Please feel free to contact us directly if there are any further questions or concerns