Sherwood Park Dodge Chrysler Jeep Ltd

Complaint: [redacted] I am rejecting this response because: I have not personally spoken with Matt the sales managerAll of my communication has been through Doug C [redacted] (our sales associate)I have called him to discuss this matter and have not received a call back from himI am not disputing that Sherwood Park offered [redacted] and I $to walk awayWe have been asking Sherwood Park Dodge for what we feel is fair and that is to give us what we agreed to when we purchased the vehicleWe want the roof top DVD player removed and headliner fixed, and the correct DVD players installedAfter dealing with Sherwood Park Dodge for so long and not getting anywhere, we did consider walking awayThey were not willing to return phone calls or budge in an effort to resolve this issueThey told us what they were willing to offer and we had been told that they will not do anything elseThis has been a stressful process as we have been dealing with it since July However, having reached out for additional advice, we were advised to not to settle for $We spent $70,on this truck and do not feel it is fair or right for us to have to settle for less than what we agreed to when making this purchaseWe are only asking for what all parties agreed to when this purchase was made Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ The original failure on this vehicle was an electrical issue in the turbocharger, March of at 26209km, which was repaired under warranty [redacted] formerly [redacted] is quite clear that modifications or removal of the emission system is cause for a warranty restrictionThe customer authorized the removal of the EGR system and a Power chip installation, in October of at 40688km, even though the Owner's Manual clearly states aftermarket modifications are not warrantable and can affect warranty coverageNow at 94,224km and months later he has had another dealership diagnose his concern as excessive soot build up in the turbocharger assemblyThis may be a failure [redacted] would possibly cover on an unmodified vehicle, unfortunately this customer chose to modify his truck which is why the repair is not a warrantable concernWe have contacted the customer directly June 11, at 1:pm and offered assistance in the repairThe customer declined and advised he was towing the vehicle away and self repairing

Sorry for the confusion with the DVD playersThere have been multiple conversations by phone, text, and in person with Matt L***, our General Sales Manager, regarding this topicWe have several text messages that were exchanged between Matt and our customerNovember 21, - series
of texts outlying the resolution with the new DVD players and a cheque for $were agreed toThen, on Friday, November 25th there was a text also confirming when the cheque would be readyOnce everything was settled and agreed, there was a response back that the customer had second thoughts about 'settling' for the resolution agreed upon and 'wanting to pursue further'At this stage, there is nothing further that Sherwood Dodge is prepared to doWe tried our best to make good on a bad situation and felt that we had a mutual agreement that compensated the customer very fairly for the inconvenience we caused themWe aren't prepared to readdress things or give additional money as further 'compensation'. Sincerely, Alan W*** - General Manager

Initial Business Response /* (1000, 6, 2015/06/16) */
The customer did report a Uconnect problem a couple months after purchaseUnfortunately it did take a number of instances ( software updates and eventually a replacement) to fix the problem and as a dealership we have to follow the
manufacturers' protocol on how we are allowed to repairThe issues of the lighting and the fuel filler housing were RRT's,(conditions that the manufacturer recognize and take care of before they may turn into a recall)The oil sensor and the shifter cable were part failures and were covered under the oem warranty
We were not made aware of any drive belt concerns
While frustrating for the consumer we have along with the manufacturer, did everything to rectify any concerns as quickly and painlessly possible, under warranty for the customer
Thank you
Initial Consumer Rebuttal /* (3000, 9, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to Sherwood Dodge's defence, I do acknowledge that the service department at Sherwood Dodge had fixed the issues that had occurred, although not in a timely matterThe bigger issue though is that even though the problems are being fixed as they occur, there seems to be a continuous stream of issues***
I purchased my vehicle in September with KM on itTwo months later, at KM, I was in the dealership for my first issueThis car is less than years old with just over 9,KM on itI have had service appointments to date with of them being at Sherwood Dodge and of them being at ***Only of these service dates was a scheduled oil change
As previously mentioned, I have addressed this issue with both Sherwood Dodge and ***Sherwood Dodge had given me the response to trade in my brand new vehicle for something else*** *** (case manager) from *** gave the response of "let's hold our breath" in hopes that nothing else would happen*** from *** also advised me that if there were any future issues that I can contact him directlyTwo days after the initial contact there was another issueI proceeded to contact *** and I have yet to receive a response
***
***
Final Business Response /* (4000, 12, 2015/06/18) */
***,
Unfortunately, the resolution in which you seek can only be determined solely by the manufacturer, *** *** *** *** formerly *** *** will be able to assist you with their arbitration process that you are requestingClaims such as this are not handled by the dealership
Respectfully,
*** *** ***
Final Consumer Response /* (4200, 14, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attempted to contact *** (as previously mentioned), and spoke with *** We had discussed the current situation of my vehicle and he told me I should "hold my breath" in hopes that nothing else will happenTwo days after this conversation, there was another problem with my vehicleI had contacted *** directly as well as *** customer service and have yet to receive a response

Initial Business Response /* (1000, 5, 2015/06/11) */
The original failure on this vehicle was an electrical issue in the turbocharger, March of 2013 at 26209km, which was repaired under warranty. [redacted] formerly [redacted] is quite clear that modifications or removal of the emission...

system is cause for a warranty restriction. The customer authorized the removal of the EGR system and a Power chip installation, in October of 2013 at 40688km, even though the Owner's Manual clearly states aftermarket modifications are not warrantable and can affect warranty coverage. Now at 94,224km and 20 months later he has had another dealership diagnose his concern as excessive soot build up in the turbocharger assembly. This may be a failure [redacted] would possibly cover on an unmodified vehicle, unfortunately this customer chose to modify his truck which is why the repair is not a warrantable concern. We have contacted the customer directly June 11, 2015 at 1:30 pm and offered assistance in the repair. The customer declined and advised he was towing the vehicle away and self repairing.

Complaint: [redacted]
I am rejecting this response because: I have not personally spoken with Matt the sales manager. All of my communication has been through Doug C[redacted] (our sales associate). I have called him to discuss this matter and have not received a call back from him. I am not disputing that Sherwood Park offered [redacted] and I $2000 to walk away. We have been asking Sherwood Park Dodge for what we feel is fair and that is to give us what we agreed to when we purchased the vehicle. We want the roof top DVD player removed and headliner fixed, and the correct DVD players installed. After dealing with Sherwood Park Dodge for so long and not getting anywhere, we did consider walking away. They were not willing to return phone calls or budge in an effort to resolve this issue. They told us what they were willing to offer and we had been told that they will not do anything else. This has been a stressful process as we have been dealing with it since July 2016. However, having reached out for additional advice, we were advised to not to settle for $2000. We spent $70,000 on this truck and do not feel it is fair or right for us to have to settle for less than what we agreed to when making this purchase. We are only asking for what all parties agreed to when this purchase was made.
Sincerely,
[redacted]