We diagnosed that the subject car needs a new set of tires, which is not a warranty repairIt is a wear issueWe contend that we did nothing to cause the problem the customer is complaining aboutWear items are not covered by the manufacturer's warranty.Upon hearing this, the customer
became extremely upset and complained to our General Manager who offered to have the problem re-diagnosed to confirm what we foundOur GM explained that if our diagnosis was confirmed, as a matter of courtesy, he would do his best to do the work as affordable as possible. The customer would not accept having his car problem reevaluated and then went on to exhibit his displeasure in an unacceptable verbal wayHe stormed out and then subsequently sent this complaint to the Revdex.com.We stand ready to make the same offer to this customer that we originally offeredThat offer is to re-diagnose the problem in his vehicle. If it is a covered warranty problem it will be covered by Chrysler's warrantyIf not, we will do our best to make this repair as affordable for the customer as possible
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***The dealership advised me to have the tires rotated at every oil change. I have done this. On invoice number dated June the dealership advised me " The inside edge of the tires on the front have uneven wear from being on the rear-this is causing noise.The problem has been caused by the dealership rotating the tires. They have admitted this as stated above. I have never said this was a warranty problem This is a problem caused by the dealership
We are truly sorry that we were not more responsive with
this customerHis deal required that we locate a vehicle to suit his needs
from a fellow dealer and the transaction with that dealer did not go as easily
as we had plannedWe should have communicated betterWe have since apologized for
our part in his frustration and
as of this writing the customer has already taken possession of his new truckThe
process of us “making things right” was being worked on prior to us getting the
Revdex.com complaintWe hope that he is happy with the transaction and we believe that
he isIf this is not the case, please let us knowWe strive to
make our customers happy but that does not mean we are perfectWe will work on trying to make sure this does not happen again. *** ***Owner
In the spirit of attempting satisfy the customer, we have issued a $237 check to him as he has requested. The particulars involving this transaction would simply take too long to explain here. I apologize for any rudeness he may have encountered and will personally review his concerns with...
everyone here that was involved. - Dom Genova, Owner
Tell us whyAs stated in the complaint, we rotated the tires on the customer’s car and after doing so it has a noise which we have diagnosed as a noise from worn tires. The tires have almost 26,000 miles on them. Worn tires can make road noise. Rotating them can make it worse.Our offer:We will be happy to refund the money the customer paid for his tire rotation and put his tires back to the position they were in before the rotation since they seemed to be quieter there. We would be willing to sell him a set of new tires at a discounted cost. We will be happy to re-check our diagnosis to make sure it is correct and re-evaluate the situation altogether.We can no none of this if the customer is unwilling to come back to our shop. Having stated the above, we are confident that we did nothing to cause this problem. It is wise to rotate tires on a regular basis but rotations will not make them last forever and the customer’s apparent expectation of four free tires is beyond our capacity to accommodate.
We diagnosed that the subject car needs a new set of tires, which is not a warranty repairIt is a wear issueWe contend that we did nothing to cause the problem the customer is complaining aboutWear items are not covered by the manufacturer's warranty.Upon hearing this, the customer
became extremely upset and complained to our General Manager who offered to have the problem re-diagnosed to confirm what we foundOur GM explained that if our diagnosis was confirmed, as a matter of courtesy, he would do his best to do the work as affordable as possible. The customer would not accept having his car problem reevaluated and then went on to exhibit his displeasure in an unacceptable verbal wayHe stormed out and then subsequently sent this complaint to the Revdex.com.We stand ready to make the same offer to this customer that we originally offeredThat offer is to re-diagnose the problem in his vehicle. If it is a covered warranty problem it will be covered by Chrysler's warrantyIf not, we will do our best to make this repair as affordable for the customer as possible
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***The dealership advised me to have the tires rotated at every oil change. I have done this. On invoice number dated June the dealership advised me " The inside edge of the tires on the front have uneven wear from being on the rear-this is causing noise.The problem has been caused by the dealership rotating the tires. They have admitted this as stated above. I have never said this was a warranty problem This is a problem caused by the dealership
We are truly sorry that we were not more responsive with
this customerHis deal required that we locate a vehicle to suit his needs
from a fellow dealer and the transaction with that dealer did not go as easily
as we had plannedWe should have communicated betterWe have since apologized for
our part in his frustration and
as of this writing the customer has already taken possession of his new truckThe
process of us “making things right” was being worked on prior to us getting the
Revdex.com complaintWe hope that he is happy with the transaction and we believe that
he isIf this is not the case, please let us knowWe strive to
make our customers happy but that does not mean we are perfectWe will work on trying to make sure this does not happen again. *** ***Owner
In the spirit of attempting satisfy the customer, we have issued a $237 check to him as he has requested. The particulars involving this transaction would simply take too long to explain here. I apologize for any rudeness he may have encountered and will personally review his concerns with...
everyone here that was involved. - Dom Genova, Owner
Tell us whyAs stated in the complaint, we rotated the tires on the customer’s car and after doing so it has a noise which we have diagnosed as a noise from worn tires. The tires have almost 26,000 miles on them. Worn tires can make road noise. Rotating them can make it worse.Our offer:We will be happy to refund the money the customer paid for his tire rotation and put his tires back to the position they were in before the rotation since they seemed to be quieter there. We would be willing to sell him a set of new tires at a discounted cost. We will be happy to re-check our diagnosis to make sure it is correct and re-evaluate the situation altogether.We can no none of this if the customer is unwilling to come back to our shop. Having stated the above, we are confident that we did nothing to cause this problem. It is wise to rotate tires on a regular basis but rotations will not make them last forever and the customer’s apparent expectation of four free tires is beyond our capacity to accommodate.