Initial Business Response / [redacted] (1000, 5, 2016/08/08) */ Mr [redacted] had warranty work done on his van at our Bloomington Chrysler-Jeep-Dodge storeWhen the "check engine" light came on after he picked up his finished vehicle, [redacted] called our dealership and was instructed to return the unit so we could run a diagnostic testDue to the age and miles of his van, we couldn't promise him that the diagnostic would be free, however if it applied to the warranty work we had just completed, then we would fix it at no cost [redacted] then took his vehicle to [redacted] and purchased parts based on their recommendationHe then had the parts he purchased installed at [redacted] MitsubisThe check engine light remained on and noticed a line was not connectedThey simply hooked it up and the light went offMr [redacted] made the decision to repair the vehicle on his own without allowing us to investigate or correct the issueAny cost he incurred by seeking his own fix is not our responsibility Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not offered a diagnostic test from Sam LelandThey are lying to me of how I responded to their excuseBy phone I was told the part that was bad was not touched in the warranty work s o I thought it my responsibility and they said so too But the whole problem could have been avoided if Sam Lemons technician had done his job correctly!!!! I d o not accept their 're as ponds!!
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ Dear Revdex.com, We appreciate the opportunity to respond to this issueMr [redacted] purchased the truck in question from a salesman who has a business relationship with him outside of the work placeThe salesman was aware of the paint flawHe explained that it was a used vehicle and some issues were expected, he then checked the CARFAX report for any accidentsThat report showed no known incidentsThe customer who traded the truck in question has a solid reputation with our companyAfter covering all of these issues, Mr [redacted] continued with the purchase The plate and tax issue were an internal mistake by our license and title folksWe refunded Mr [redacted] as he stated The transmission was functioning as designed, but the service department was able to get authorization for a new transmission due to the original customers concernWe were never able to diagnose said concern, but since Chrysler authorized and sent a new transmission it made good business sense to contact Mr [redacted] and offer him the upgrade to a new one at no cost His salesman offered to bring a rental car to his residence and pick up the vehicle at no cost to the customerHe declined stating they were going on vacation and would go ahead and leave it with us As a used vehicle, it should be assumed that certain issues may existThat said, if Mr [redacted] still has concerns we encourage him to contact his salesman and discuss trading his unit for an acceptable one or possibly upgrading to new which should be free of existing issues Sincerely, Sam Leman Automotive Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is quite a pompous response to my problems with this dealerships ethicsI knew that SAM LEMAN would offer nothing, not even an apologyNot even for me having to make time in my day, to right there wrong with the DMVI will certainly not trade in the sub pare vehicle they sold me back at a lose, so they can sell me a new truckAs far as there damage control trying to discredit me personally is absurd While I was buying the truck it came up that I am a tattoo artist with a successful shopSo the salesman did arrange to schedule an appointment at my business He did get a tattoo from me just like thousands of others haveOther than the gentleman paying me for my expertise just like any other client I do not know him or have a "business relationship with him outside the work place" I agree the salesman did know of the paint flaw as I said earlier when I asked about the flaw, he told me it WAS NOT BODY DAMAGE, and that even new vehicles sometimes have imperfections The point I was trying to make with the car plate on the truck, the overcharged tax, the overlooked transmission was that this business is loosely run and I encountered quite a few of errors that would not be happening in a well managed business The transmission is what through it over the edge for me I find it hard to believe that the Chrysler without any evidence sent a replacement transmission, this would be very contrary to any kind of warranty work I ever experiencedIn fact the service manager told me the technician heard a hum after receiving the vehicle on trade inHe also told me he would like to get this transmission out of his store room, an It was illegal for him to call me and proposition warranty work , mind you I have never been told nothing of the transmission ever and they new when I bought it and for more than three moths after I owned it.I imagine this info the ability to sell the truckI WAS NOT OFFERED A RENTAL contrary to damage controls statement while the dealership miles away did the warranty work they told me I could get no loner, After I called the owner to complain about the entire experience, he had the salesman called me and told me he could arrange for a driver to pick up my truck and drive it to the dealershipThe work was done while I was out of the country my wife however was notthe service manager told me the could take it back if my wife could not arrange to pick it upThis is not the same as offering a rental car , I do not want there driver to drive my personal vehicle miles each way I did not feel comfortable with that arrangement This business is managed poorly and with the all problems I've encountered simple and complex no one has reached out to me to show integrity or that they even care
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ Dear Revdex.com, Mr [redacted] was asked to leave the facility and have his vehicle serviced at his local dealership from this point forwardHe verbally abused our employees and used profanity at willHe then made a very inappropriate comment to a female employeeWhile his actions deserve no response, we want the Revdex.com to be aware of some of his points: Vehicle: Dodge Ram with @146,miles We do charge a diagnostic fee when customers come to our shopWe have trained techs who are paid for their servicesCustomers are made aware of the charges and Mr [redacted] approved all initial work on both situations We also have a fee for environment/misccharges to help cover hazmat/environment processes, in order to promote customer satisfaction we removed said charges from one of his visits The air conditioning issue was diagnosed as no power to the condenser and fault codes showed a possible blend door issueWe explained it to him and that we would need to investigate furtherWe gave him an initial estimate, but he declined the work at that time The transmission issue was diagnosed as a defective wiring harnessIn order to promote customer satisfaction we discounted the partThe shifting improved, but per standard MOPAR instruction, he was advised that the vehicle would need to be driven in order for the system to "re-learn" the driving habits of the user We appreciate the opportunity to answer this complaintNo further assistance will be forthcoming to Mr [redacted] Sincerely, Sam Leman Automotive
Initial Business Response /* (1000, 5, 2016/02/18) */
Dear Revdex.com,
We are in communication with Mr***He has spoken with our service director and we are awaiting pictures of his Rhino Liner issue
I also wanted to clarify that the liner in question was not installed at the factory, so another
Dodge dealer will be of no helpWe are an authorized Rhino Linings dealer and installed a Rhino Liner at our dealership body shop after it was delivered to our storeRhino has a nationwide limited lifetime warranty which I have attached a copy for your records
You will note that Mr*** has the option to take his truck to any authorized Rhino Linings dealer if he lives more than miles away from the installing dealer which is definitely an option if he does not want to drive back to our store
They provide a toll free number to help locate the nearest dealer in Mr***'s area
Rhino Linings will make the determining call in regards to coveragePlease note any exclusions listed on their warranty we provided
Thanks again, we will try to assist him in seeking a resolution to the liners failure
Sincerely,
Sam Leman Chrysler-Jeep-Dodge
Bloomington Illinois
Initial Business Response /* (1000, 5, 2015/07/17) */
Dear Revdex.com,
We appreciate the opportunity to respond to this issue. Mr. [redacted] purchased the truck in question from a salesman who has a business relationship with him outside of the work place. The salesman was aware of the paint flaw. He...
explained that it was a used vehicle and some issues were expected, he then checked the CARFAX report for any accidents. That report showed no known incidents. The customer who traded the truck in question has a solid reputation with our company. After covering all of these issues, Mr. [redacted] continued with the purchase.
The plate and tax issue were an internal mistake by our license and title folks. We refunded Mr. [redacted] as he stated.
The transmission was functioning as designed, but the service department was able to get authorization for a new transmission due to the original customers concern. We were never able to diagnose said concern, but since Chrysler authorized and sent a new transmission it made good business sense to contact Mr. [redacted] and offer him the upgrade to a new one at no cost.
His salesman offered to bring a rental car to his residence and pick up the vehicle at no cost to the customer. He declined stating they were going on vacation and would go ahead and leave it with us.
As a used vehicle, it should be assumed that certain issues may exist. That said, if Mr. [redacted] still has concerns we encourage him to contact his salesman and discuss trading his unit for an acceptable one or possibly upgrading to new which should be free of existing issues.
Sincerely,
Sam Leman Automotive
Initial Consumer Rebuttal /* (3000, 8, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is quite a pompous response to my problems with this dealerships ethics. I knew that SAM LEMAN would offer nothing, not even an apology. Not even for me having to make time in my day, to right there wrong with the DMV. I will certainly not trade in the sub pare vehicle they sold me back at a lose, so they can sell me a new truck. As far as there damage control trying to discredit me personally is absurd . While I was buying the truck it came up that I am a tattoo artist with a successful shop. So the salesman did arrange to schedule an appointment at my business . He did get a tattoo from me just like thousands of others have. Other than the gentleman paying me for my expertise just like any other client I do not know him or have a "business relationship with him outside the work place".
I agree the salesman did know of the paint flaw as I said earlier when I asked about the flaw, he told me it WAS NOT BODY DAMAGE, and that even new vehicles sometimes have imperfections.
The point I was trying to make with the car plate on the truck, the overcharged tax, the overlooked transmission was that this business is loosely run and I encountered quite a few of errors that would not be happening in a well managed business.
The transmission is what through it over the edge for me . I find it hard to believe that the Chrysler without any evidence sent a replacement transmission, this would be very contrary to any kind of warranty work I ever experienced. In fact the service manager told me the technician heard a hum after receiving the vehicle on trade in. He also told me he would like to get this transmission out of his store room, an It was illegal for him to call me and proposition warranty work , mind you I have never been told nothing of the transmission ever and they new when I bought it and for more than three moths after I owned it.I imagine this info the ability to sell the truck. I WAS NOT OFFERED A RENTAL contrary to damage controls statement while the dealership 50 miles away did the warranty work they told me I could get no loner, After I called the owner to complain about the entire experience, he had the salesman called me and told me he could arrange for a driver to pick up my truck and drive it to the dealership. The work was done while I was out of the country my wife however was not. the service manager told me the could take it back if my wife could not arrange to pick it up. This is not the same as offering a rental car , I do not want there driver to drive my personal vehicle 50 miles each way I did not feel comfortable with that arrangement.
This business is managed poorly and with the all problems I've encountered simple and complex no one has reached out to me to show integrity or that they even care.
Initial Business Response /* (1000, 5, 2015/07/17) */
Dear Revdex.com,
Mr. [redacted] was asked to leave the facility and have his vehicle serviced at his local dealership from this point forward. He verbally abused our employees and used profanity at will. He then made a very inappropriate comment to a...
female employee. While his actions deserve no response, we want the Revdex.com to be aware of some of his points:
Vehicle: 1996 Dodge Ram 2500 with @146,000 miles.
We do charge a diagnostic fee when customers come to our shop. We have trained techs who are paid for their services. Customers are made aware of the charges and Mr. [redacted] approved all initial work on both situations.
We also have a fee for environment/misc. charges to help cover hazmat/environment processes, in order to promote customer satisfaction we removed said charges from one of his visits.
The air conditioning issue was diagnosed as no power to the condenser and fault codes showed a possible blend door issue. We explained it to him and that we would need to investigate further. We gave him an initial estimate, but he declined the work at that time.
The transmission issue was diagnosed as a defective wiring harness. In order to promote customer satisfaction we discounted the part. The shifting improved, but per standard MOPAR instruction, he was advised that the vehicle would need to be driven in order for the system to "re-learn" the driving habits of the user.
We appreciate the opportunity to answer this complaint. No further assistance will be forthcoming to Mr. [redacted].
Sincerely,
Sam Leman Automotive
Initial Business Response /* (1000, 5, 2016/08/08) */
Mr. [redacted] had warranty work done on his van at our Bloomington Chrysler-Jeep-Dodge store. When the "check engine" light came on after he picked up his finished vehicle, [redacted] called our dealership and was instructed to return the unit so we...
could run a diagnostic test. Due to the age and miles of his van, we couldn't promise him that the diagnostic would be free, however if it applied to the warranty work we had just completed, then we would fix it at no cost.
[redacted] then took his vehicle to [redacted] and purchased parts based on their recommendation. He then had the parts he purchased installed at [redacted] Mitsubishi. The check engine light remained on and noticed a line was not connected. They simply hooked it up and the light went off. Mr. [redacted] made the decision to repair the vehicle on his own without allowing us to investigate or correct the issue. Any cost he incurred by seeking his own fix is not our responsibility.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not offered a diagnostic test from Sam Leland. They are lying to me of how I responded to their excuse. By phone I was told the part that was bad was not touched in the warranty work s o I thought it my responsibility and they said so too.
But the whole problem could have been avoided if Sam Lemons technician had done his job correctly!!!!
I d o not accept their 're as ponds!!
Initial Business Response /* (1000, 5, 2015/08/12) */
Dear Revdex.com,
We need more information to help locate this file. Can you forward the following:
1) Verify client or business name on service invoice
2) Verify which Sam Leman dealership (city) where work was completed.
3) Submit vehicle year,...
make, model, and VIN number.
Thanks in advance! I can not locate a service visit information or invoice with the original information supplied.
[redacted]
Sam Leman Auto Group
Initial Business Response /* (1000, 5, 2016/04/15) */
Dear Revdex.com,
Mr. [redacted] came to our service department on 3/31/2016. He signed a repair order requesting a multipoint inspection, engine oil consumption concern, check engine light on, and to check a rear end noise. We gave an estimate of...
$150-$200 to perform the diagnostics. I have included a signed copy which also has his initials verifying the charges he should expect.
I have also included a copy of the diagnostic checks which were explained in writing to Mr. [redacted]. This estimate covered both the engine, rear end noise (we clearly stated it needed U-Joints), and the engine light as well as any other issues our technician felt were of concern.
Lastly I have included a copy of the final invoice that was signed and paid by the customer after the needed diagnostics were completed. The original bill was @$130, but as a good will gesture we reduced it to $108.90 after the customer complained about the amount even though he was aware up front of the expected costs. The customer elected not to repair any of the items at that time.
While we are not responsible for any accidents or damage to a customers vehicle while in our shop or parked on our lot (please see disclaimer which the customer had signed), we did review our security cameras to determine if anyone had damaged his truck. The footage did not show any evidence that the vehicle was involved in any incidents while at our store or in the shop. We advised him to contact his insurance carrier to make a claim.
The documents clearly show what our dealership inspected and advised for repairs. Our disclaimer clearly states we are not responsible for any damage to their vehicle while in store. The customer signed and understood these conditions. We have already discounted the original bill in order to promote customer satisfaction. We will not offer further consideration.
We appreciate the opportunity to respond to this complaint. Please advise me if you have any issues with the attached documents.
Sincerely,
[redacted]
Sam Leman Automotive Group
Initial Business Response / [redacted] (1000, 5, 2016/08/08) */ Mr [redacted] had warranty work done on his van at our Bloomington Chrysler-Jeep-Dodge storeWhen the "check engine" light came on after he picked up his finished vehicle, [redacted] called our dealership and was instructed to return the unit so we could run a diagnostic testDue to the age and miles of his van, we couldn't promise him that the diagnostic would be free, however if it applied to the warranty work we had just completed, then we would fix it at no cost [redacted] then took his vehicle to [redacted] and purchased parts based on their recommendationHe then had the parts he purchased installed at [redacted] Mitsubis
The check engine light remained on and noticed a line was not connectedThey simply hooked it up and the light went offMr [redacted] made the decision to repair the vehicle on his own without allowing us to investigate or correct the issueAny cost he incurred by seeking his own fix is not our responsibility Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not offered a diagnostic test from Sam LelandThey are lying to me of how I responded to their excuseBy phone I was told the part that was bad was not touched in the warranty work s o I thought it my responsibility and they said so too But the whole problem could have been avoided if Sam Lemons technician had done his job correctly!!!! I d o not accept their 're as ponds!!
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ Dear Revdex.com, We appreciate the opportunity to respond to this issueMr [redacted] purchased the truck in question from a salesman who has a business relationship with him outside of the work placeThe salesman was aware of the paint flawHe explained that it was a used vehicle and some issues were expected, he then checked the CARFAX report for any accidentsThat report showed no known incidentsThe customer who traded the truck in question has a solid reputation with our companyAfter covering all of these issues, Mr [redacted] continued with the purchase The plate and tax issue were an internal mistake by our license and title folksWe refunded Mr [redacted] as he stated The transmission was functioning as designed, but the service department was able to get authorization for a new transmission due to the original customers concernWe were never able to diagnose said concern, but since Chrysler authorized and sent a new transmission it made good business sense to contact Mr [redacted] and offer him the upgrade to a new one at no cost His salesman offered to bring a rental car to his residence and pick up the vehicle at no cost to the customerHe declined stating they were going on vacation and would go ahead and leave it with us As a used vehicle, it should be assumed that certain issues may existThat said, if Mr [redacted] still has concerns we encourage him to contact his salesman and discuss trading his unit for an acceptable one or possibly upgrading to new which should be free of existing issues Sincerely, Sam Leman Automotive Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is quite a pompous response to my problems with this dealerships ethicsI knew that SAM LEMAN would offer nothing, not even an apologyNot even for me having to make time in my day, to right there wrong with the DMVI will certainly not trade in the sub pare vehicle they sold me back at a lose, so they can sell me a new truckAs far as there damage control trying to discredit me personally is absurd While I was buying the truck it came up that I am a tattoo artist with a successful shopSo the salesman did arrange to schedule an appointment at my business He did get a tattoo from me just like thousands of others haveOther than the gentleman paying me for my expertise just like any other client I do not know him or have a "business relationship with him outside the work place" I agree the salesman did know of the paint flaw as I said earlier when I asked about the flaw, he told me it WAS NOT BODY DAMAGE, and that even new vehicles sometimes have imperfections The point I was trying to make with the car plate on the truck, the overcharged tax, the overlooked transmission was that this business is loosely run and I encountered quite a few of errors that would not be happening in a well managed business The transmission is what through it over the edge for me I find it hard to believe that the Chrysler without any evidence sent a replacement transmission, this would be very contrary to any kind of warranty work I ever experiencedIn fact the service manager told me the technician heard a hum after receiving the vehicle on trade inHe also told me he would like to get this transmission out of his store room, an It was illegal for him to call me and proposition warranty work , mind you I have never been told nothing of the transmission ever and they new when I bought it and for more than three moths after I owned it.I imagine this info the ability to sell the truckI WAS NOT OFFERED A RENTAL contrary to damage controls statement while the dealership miles away did the warranty work they told me I could get no loner, After I called the owner to complain about the entire experience, he had the salesman called me and told me he could arrange for a driver to pick up my truck and drive it to the dealershipThe work was done while I was out of the country my wife however was notthe service manager told me the could take it back if my wife could not arrange to pick it upThis is not the same as offering a rental car , I do not want there driver to drive my personal vehicle miles each way I did not feel comfortable with that arrangement This business is managed poorly and with the all problems I've encountered simple and complex no one has reached out to me to show integrity or that they even care
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ Dear Revdex.com, Mr [redacted] was asked to leave the facility and have his vehicle serviced at his local dealership from this point forwardHe verbally abused our employees and used profanity at willHe then made a very inappropriate comment to a female employeeWhile his actions deserve no response, we want the Revdex.com to be aware of some of his points: Vehicle: Dodge Ram with @146,miles We do charge a diagnostic fee when customers come to our shopWe have trained techs who are paid for their servicesCustomers are made aware of the charges and Mr [redacted] approved all initial work on both situations We also have a fee for environment/misccharges to help cover hazmat/environment processes, in order to promote customer satisfaction we removed said charges from one of his visits The air conditioning issue was diagnosed as no power to the condenser and fault codes showed a possible blend door issueWe explained it to him and that we would need to investigate furtherWe gave him an initial estimate, but he declined the work at that time The transmission issue was diagnosed as a defective wiring harnessIn order to promote customer satisfaction we discounted the partThe shifting improved, but per standard MOPAR instruction, he was advised that the vehicle would need to be driven in order for the system to "re-learn" the driving habits of the user We appreciate the opportunity to answer this complaintNo further assistance will be forthcoming to Mr [redacted] Sincerely, Sam Leman Automotive
Initial Business Response /* (1000, 5, 2016/02/18) */
Dear Revdex.com,
We are in communication with Mr***He has spoken with our service director and we are awaiting pictures of his Rhino Liner issue
I also wanted to clarify that the liner in question was not installed at the factory, so another
Dodge dealer will be of no helpWe are an authorized Rhino Linings dealer and installed a Rhino Liner at our dealership body shop after it was delivered to our storeRhino has a nationwide limited lifetime warranty which I have attached a copy for your records
You will note that Mr*** has the option to take his truck to any authorized Rhino Linings dealer if he lives more than miles away from the installing dealer which is definitely an option if he does not want to drive back to our store
They provide a toll free number to help locate the nearest dealer in Mr***'s area
Rhino Linings will make the determining call in regards to coveragePlease note any exclusions listed on their warranty we provided
Thanks again, we will try to assist him in seeking a resolution to the liners failure
Sincerely,
Sam Leman Chrysler-Jeep-Dodge
Bloomington Illinois
Initial Business Response /* (1000, 5, 2015/07/17) */
Dear Revdex.com,
We appreciate the opportunity to respond to this issue. Mr. [redacted] purchased the truck in question from a salesman who has a business relationship with him outside of the work place. The salesman was aware of the paint flaw. He...
explained that it was a used vehicle and some issues were expected, he then checked the CARFAX report for any accidents. That report showed no known incidents. The customer who traded the truck in question has a solid reputation with our company. After covering all of these issues, Mr. [redacted] continued with the purchase.
The plate and tax issue were an internal mistake by our license and title folks. We refunded Mr. [redacted] as he stated.
The transmission was functioning as designed, but the service department was able to get authorization for a new transmission due to the original customers concern. We were never able to diagnose said concern, but since Chrysler authorized and sent a new transmission it made good business sense to contact Mr. [redacted] and offer him the upgrade to a new one at no cost.
His salesman offered to bring a rental car to his residence and pick up the vehicle at no cost to the customer. He declined stating they were going on vacation and would go ahead and leave it with us.
As a used vehicle, it should be assumed that certain issues may exist. That said, if Mr. [redacted] still has concerns we encourage him to contact his salesman and discuss trading his unit for an acceptable one or possibly upgrading to new which should be free of existing issues.
Sincerely,
Sam Leman Automotive
Initial Consumer Rebuttal /* (3000, 8, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is quite a pompous response to my problems with this dealerships ethics. I knew that SAM LEMAN would offer nothing, not even an apology. Not even for me having to make time in my day, to right there wrong with the DMV. I will certainly not trade in the sub pare vehicle they sold me back at a lose, so they can sell me a new truck. As far as there damage control trying to discredit me personally is absurd . While I was buying the truck it came up that I am a tattoo artist with a successful shop. So the salesman did arrange to schedule an appointment at my business . He did get a tattoo from me just like thousands of others have. Other than the gentleman paying me for my expertise just like any other client I do not know him or have a "business relationship with him outside the work place".
I agree the salesman did know of the paint flaw as I said earlier when I asked about the flaw, he told me it WAS NOT BODY DAMAGE, and that even new vehicles sometimes have imperfections.
The point I was trying to make with the car plate on the truck, the overcharged tax, the overlooked transmission was that this business is loosely run and I encountered quite a few of errors that would not be happening in a well managed business.
The transmission is what through it over the edge for me . I find it hard to believe that the Chrysler without any evidence sent a replacement transmission, this would be very contrary to any kind of warranty work I ever experienced. In fact the service manager told me the technician heard a hum after receiving the vehicle on trade in. He also told me he would like to get this transmission out of his store room, an It was illegal for him to call me and proposition warranty work , mind you I have never been told nothing of the transmission ever and they new when I bought it and for more than three moths after I owned it.I imagine this info the ability to sell the truck. I WAS NOT OFFERED A RENTAL contrary to damage controls statement while the dealership 50 miles away did the warranty work they told me I could get no loner, After I called the owner to complain about the entire experience, he had the salesman called me and told me he could arrange for a driver to pick up my truck and drive it to the dealership. The work was done while I was out of the country my wife however was not. the service manager told me the could take it back if my wife could not arrange to pick it up. This is not the same as offering a rental car , I do not want there driver to drive my personal vehicle 50 miles each way I did not feel comfortable with that arrangement.
This business is managed poorly and with the all problems I've encountered simple and complex no one has reached out to me to show integrity or that they even care.
Initial Business Response /* (1000, 5, 2015/07/17) */
Dear Revdex.com,
Mr. [redacted] was asked to leave the facility and have his vehicle serviced at his local dealership from this point forward. He verbally abused our employees and used profanity at will. He then made a very inappropriate comment to a...
female employee. While his actions deserve no response, we want the Revdex.com to be aware of some of his points:
Vehicle: 1996 Dodge Ram 2500 with @146,000 miles.
We do charge a diagnostic fee when customers come to our shop. We have trained techs who are paid for their services. Customers are made aware of the charges and Mr. [redacted] approved all initial work on both situations.
We also have a fee for environment/misc. charges to help cover hazmat/environment processes, in order to promote customer satisfaction we removed said charges from one of his visits.
The air conditioning issue was diagnosed as no power to the condenser and fault codes showed a possible blend door issue. We explained it to him and that we would need to investigate further. We gave him an initial estimate, but he declined the work at that time.
The transmission issue was diagnosed as a defective wiring harness. In order to promote customer satisfaction we discounted the part. The shifting improved, but per standard MOPAR instruction, he was advised that the vehicle would need to be driven in order for the system to "re-learn" the driving habits of the user.
We appreciate the opportunity to answer this complaint. No further assistance will be forthcoming to Mr. [redacted].
Sincerely,
Sam Leman Automotive
Initial Business Response /* (1000, 5, 2016/08/08) */
Mr. [redacted] had warranty work done on his van at our Bloomington Chrysler-Jeep-Dodge store. When the "check engine" light came on after he picked up his finished vehicle, [redacted] called our dealership and was instructed to return the unit so we...
could run a diagnostic test. Due to the age and miles of his van, we couldn't promise him that the diagnostic would be free, however if it applied to the warranty work we had just completed, then we would fix it at no cost.
[redacted] then took his vehicle to [redacted] and purchased parts based on their recommendation. He then had the parts he purchased installed at [redacted] Mitsubishi. The check engine light remained on and noticed a line was not connected. They simply hooked it up and the light went off. Mr. [redacted] made the decision to repair the vehicle on his own without allowing us to investigate or correct the issue. Any cost he incurred by seeking his own fix is not our responsibility.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not offered a diagnostic test from Sam Leland. They are lying to me of how I responded to their excuse. By phone I was told the part that was bad was not touched in the warranty work s o I thought it my responsibility and they said so too.
But the whole problem could have been avoided if Sam Lemons technician had done his job correctly!!!!
I d o not accept their 're as ponds!!
Initial Business Response /* (1000, 5, 2015/08/12) */
Dear Revdex.com,
We need more information to help locate this file. Can you forward the following:
1) Verify client or business name on service invoice
2) Verify which Sam Leman dealership (city) where work was completed.
3) Submit vehicle year,...
make, model, and VIN number.
Thanks in advance! I can not locate a service visit information or invoice with the original information supplied.
[redacted]
Sam Leman Auto Group
Initial Business Response /* (1000, 5, 2016/04/15) */
Dear Revdex.com,
Mr. [redacted] came to our service department on 3/31/2016. He signed a repair order requesting a multipoint inspection, engine oil consumption concern, check engine light on, and to check a rear end noise. We gave an estimate of...
$150-$200 to perform the diagnostics. I have included a signed copy which also has his initials verifying the charges he should expect.
I have also included a copy of the diagnostic checks which were explained in writing to Mr. [redacted]. This estimate covered both the engine, rear end noise (we clearly stated it needed U-Joints), and the engine light as well as any other issues our technician felt were of concern.
Lastly I have included a copy of the final invoice that was signed and paid by the customer after the needed diagnostics were completed. The original bill was @$130, but as a good will gesture we reduced it to $108.90 after the customer complained about the amount even though he was aware up front of the expected costs. The customer elected not to repair any of the items at that time.
While we are not responsible for any accidents or damage to a customers vehicle while in our shop or parked on our lot (please see disclaimer which the customer had signed), we did review our security cameras to determine if anyone had damaged his truck. The footage did not show any evidence that the vehicle was involved in any incidents while at our store or in the shop. We advised him to contact his insurance carrier to make a claim.
The documents clearly show what our dealership inspected and advised for repairs. Our disclaimer clearly states we are not responsible for any damage to their vehicle while in store. The customer signed and understood these conditions. We have already discounted the original bill in order to promote customer satisfaction. We will not offer further consideration.
We appreciate the opportunity to respond to this complaint. Please advise me if you have any issues with the attached documents.
Sincerely,
[redacted]
Sam Leman Automotive Group