Sea Breeze Auto & Tire Clinic

Direct Automotive again apologizes profusely for the poor communication with Mr [redacted] while his vehicle was in our service department for repairs We have reviewed that situation and used it as an example in our training meetings Again, we are sorry that we failed him in that regard.The parts for the repair were unavailable at the time To assert that we didn’t make every effort to expedite them is ludicrous The dealership and the technician do not get paid until the job is finished The pressure to complete a timely repair comes from the manufacturer, the customer and the dealership We are all interested in the quickest repair possible.Rental reimbursement is a condition of the manufacturer’s warranty, and as such, is not a dealership item.That is between Mr [redacted] and [redacted] and we understand that Mr [redacted] has settled We would have been glad to advocate that matter for Mr [redacted] if consulted

Jeep CompassManufacturer’s Warranty expiredRepair estimate presented was $792.34Repair was discounted to $718.20Ms [redacted] Repair Insurance (***) approved $of total.Ms [redacted] paid: $for previous diagnostic bill (declined) $ for spark plug replacement $for fuel system service $for tax $for her insurance deductible (***) $her part of the repairWe sincerely regret her disappointment in our performance and acknowledge that our Service advisors are fairly new and are somewhat weak in their communication skills We are working on that We also believe that Ms***s’ aggravation arises mostly from the lack of coverage afforded by her Service contract provider

I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 Regards, [redacted]

I have reviewed the response offer 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
1) I was never informed that Direct Dodge was three weeks behind in service requestsIf I had been, I understand now that there were other options available.2) Excessive rental bill; I did contact *** rental on Fri Nov 10, Sat Nov and Mon Nov only to be informed that there were vehicles available and that they had a waiting list with no indications of when vehicles would become available*** *** *** had the one and only rental available at the time and my daily hotel expense exceeded the daily rental fee.3) I believe a part request was made as stated and can be documentedF/C and Direct Dodge have never responded to my requests for documentation of requisition, part Depot inventory history or part receipt date. 4) I’m sorry Direct Dodge has a small technical pool that contributed to the exorbitant delay in service(re: three week backlog as stated) I’m sure there is a solution for that issue other than passing it on to the customer.5) “Poor communication” is an understatementI had to contact Direct Dodge in order to get any information, they never made an effort to contact meDirect Dodge has never responded to any other inquiries I’ve made and only have responded to the Revdex.com inquiry.6) Along with the rental expense, after recovering my vehicle and arriving home I discovered a trailer hitch cargo rack on the Jeep was severely damaged, plus more recently, during the warranty service the A/C coolant was drained and not replaced by Direct Dodge which cost me an additional $192.I am not asking for complete recovery of all associated damages or expensesJust the rental differenceIt would also be admirable if someone would own up and accept accountabilityBe responsible and honest.*** ***

I have reviewed the response offer 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,
*** ***

Mrs*** had her Dodge Neon with miles on it towed to our repair facility on 07/10/ We diagnosed the overheating condition as debris in the cooling system and the radiatior fan not operating properly We recommended replacing the radiator fan, Thermostat, and
perform a cooling system service The vehicle was driven and tested after repairs were completed and was found to be operating properly On 07/14/Mrs*** informed us that the vehicle had overheated again and it was recommended for her to replace the radiator, thermostat, and perform a cooling system service We reimbursed Mrs*** $at that time which was the amount of the repairs we had done that needed to be completed again The fan motor we replaced was still operating properly and I do not feel we owe a reimbursement for that part of the repair However the vehicle came in overheating and we did not fix all the problems with the cooling system With that in mind we will be refunding Mrs*** the remainder of $which is the total for the repairs we completed less the amount we already reimbursed($915.27-$263.49).Thank You,*** ***General ManagerDirect Chrysler Dodge Jeep Ram

Mr*** has certainly been through a difficult situation arising from a mechanical issue with his vehicle, compounded by it occurring on a weekend in a rural town. Taking the circumstances into account, we worked Mr*** in on Friday, even though we were currently scheduled out three
weeks. We were able to diagnose the problem and begin our parts search.Mr*** is asking for the dealership to pay $2,of what we all consider an exorbitant rental bill of $3,000. Assuming a day rental, the rental rate works out to $per day. It is important to note that, had Mr*** chosen to wait for an *** rental car on Monday Feb13th, the Chrysler warranty rate with *** would have been $per day. In addition, the Service Manager could have worked with Chrysler on additional rental coverage thru his *** warranty. Currently, we are working with our *** Service representative in an effort to secure additional rental reimbursement for Mr***. (UPDATE: *** has paid Mr*** $for days of rental @ $35/day).Regarding the availability of the necessary parts, the dealership can document that on Wednesday Nov 14th, the parts order was put into ***’s VOR (Vehicle Off Road) special order system for high priority parts. This system sweeps all *** part depots nationwide including dealer inventories. Out of service vehicles get the highest priority and the parts are usually shipped overnight if available. If the Dealerships that Mr*** mentioned did indeed have those parts, they chose not to share them.The needed part, the cylinder head, arrived on December 1st. Due to the relatively small technician pool at our dealership, we were unable to schedule the repair work until the 17th and repairs were completed on the 21st.Undoubtedly, there was some poor communication between our service staff and Mr***. For that, we apologize and pledge to improve. Absolutely nothing unethical or dishonest occurred at any time.Thank You,*** ***General ManagerDirect Chrysler Dodge Jeep Ram

I have reviewed the response offer 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
I am very satisfied with my warranty company! I am very dissatisfied with Direct Dodge I was lied to from the start....I was told they would waive my deductible since I paid for the diagnostics They performed services that I specifically told *** I did not want and then when I questioned why they performed these services I was told that my warranty company would not pay for services unless these other services were performed I called my warranty company and the gentlemen I spoke with told me that I had been lied to and should have gone somewhere else! When I called back and spoke with the service manager, *** ***, explaining what my warranty company had told me and what Mr*** ***, service advisor had told me, he called me a liar!! Besides all the lieing and being called a liar, the main point is being missed...I specifically told Mr*** I ONLY wanted the services covered by my warranty company and NOTHING else!! ,
Regards,
*** ***

2015 Jeep CompassManufacturer’s Warranty expiredRepair estimate presented was $792.34Repair was discounted to $718.20Ms. [redacted] Repair Insurance ([redacted]) approved $309.42 of total.Ms. [redacted] paid:  $88.35 for previous diagnostic bill (declined)               ...

          $81.21  for spark plug replacement                        $134.72 for fuel system service                            $4.50 for tax                        $100.00 for her insurance deductible ([redacted])                        $408.78 her part of the repairWe sincerely regret her disappointment in our performance and acknowledge that our Service advisors are fairly new and are somewhat weak in their communication skills.  We are working on that.  We also believe that Ms. [redacted]s’ aggravation arises mostly from the lack of coverage afforded by her Service contract provider.

We have completed an exhaustive study of Ms. [redacted] case and are comfortable that the repair order was correct and fair.  I must admit, however that the billing was confusing to all concerned as discounts were made both to Ms. [redacted] and to her insurance company, per their requests.  I did determine that Ms. [redacted] was not properly reimbursed for her initial diagnostic fees which were charged when she declined the initial repair but returned and had it completed.  Our oversight, and a check has been sent out to her in the amount of $88.35.Bill Greever

Direct Automotive again apologizes profusely for the poor communication with Mr. [redacted] while his vehicle was in our service department for repairs.  We have reviewed that situation and used it as an example in our training meetings.  Again, we are sorry that we failed him in that regard.The parts for the repair were unavailable at the time.  To assert that we didn’t make every effort to expedite them is ludicrous.  The dealership and the technician do not get paid until the job is finished.  The pressure to complete a timely repair comes from the manufacturer, the customer and the dealership.  We are all interested in the quickest repair possible.Rental reimbursement is a condition of the manufacturer’s warranty, and as such, is not a dealership item.That is between Mr. [redacted] and [redacted] and we understand that Mr. [redacted] has settled.  We would have been glad to advocate that matter for Mr. [redacted] if consulted.

I have reviewed the response made by the business in reference to complaint ID [redacted]. I will consider this complaint resolved.It verifies and supports my claim of an unworthy dealership.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], 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.
Regards,
[redacted]