We purchased a $41,town and country We love the vehicleThe day of delivery we showed them the dented tailpipe and scratches in the back of the vehicle We were told that service manager is allowed to drive the most expensive vehicles including this one Clearly someone there had a minor accident with this vehicle When we returned for the repair, we wanted to show them some other scratches, and we were told by Mr [redacted] that, "we only put aside so much money for a repair." We also told them that it smelled like cigarette smoke and the tire key is missing His asked us to return so that he could search our vehicle We will never return there, and will make sure that we tell everyone and anyone about this dealership The repairs we made ourselves
When the customer came in on Black Friday to purchase the vehicle the sales manager made a mistake in the calculations on the paperwork and did not recognized that it was one of the Black Friday deal vehiclesThere was no chance for us to even catch our mistake as the customer started walking around claiming that we were ripping them off and that we were scamming themThis is totally untrue, it was simply human errorThat particular vehicle did not sell to someone else while they were here either, in fact it sold much later in the dayHad the customer given us a chance to review the paperwork we would have noticed the mistake and corrected it on the spot, giving the customer the opportunity to purchase the vehicle from the adAfter the customer left and our general sales manager had a chance to review he found the mistake and checked to see if the vehicle was still here that day, unfortunately it had soldHe then contacted the customer and apologized for the whole misunderstanding and explained the particular vehicle was gone but would be willing to give an equal discount on another vehicle with more equipment on it at a price far below market value for that model and equipmentAnother concern the customer had was that they had traveled a long distance to purchase the car here, so again we apologized for the inconvenience and offered to bring the vehicle to them that we had discounted below market valueThe paperwork could be done in the comfort of their home and they would not have to return to the dealershipAt this time we have not heard back from them as to if this offer is acceptable or notOur general sales manager has reached out on three different occasions in an attempt to help the customers get into a vehicle, as the original vehicle in the sale was sold and there is nothing comparable to it in stockThe vehicle we can sell to them in its place has many more features and has the same discounts from cost applied to it in an attempt to make up for the mistake, we would be selling the vehicle for far below current market value to satisfy them
Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @southoakdodge.com We requested authorization for the vehicle to be torn down for diagnosis as that is the procedure the warranty company requested that we followThe problem is that her vehicle has a restricted factory warrantyHer extended warranty declined coverage of the components based on that factWe even tried to show the inspector that the failure was a standard material failure and no fault of the customersThe extended warranty should have covered the repair and they did not, that is between her and the warranty companyWe had obtained the customers authorization to tear down to the point of failure, once the warranty company denied the claim the vehicle was in pieces and could not be easily reassembledIn an effort to help the situation we discounted the repair to try to help with the situationWe did not have to do that as the extended warranty that was purchased elsewhere denied the repair, we did it to help the customer out as she was put in a bad situation by contract company and not usI have attempted to reach her unsuccessfully to discuss the concerns but have not been able to speak to herThe customer needs to contact the dealership she bought it from and they should be responsible for as they sold her the car and the contract Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Totally falseHow would Mr [redacted] know ANYTHING about my complaint when he NEVER bothered to respond to my emails or calls and my phone records will support thisIts not about the warrantyIf the warranty wasn't covering the repair I should have been given the option to dispute with the warranty company and take my car elsewhere for repairsThere was no authorizationBy the time I knew it wasn't covered my car was already torn down because they had also replaced a radiatorI was told my car couldn't be taken yo another shop because it was undrivableSouth Oak has not discounted anything when they charged me in laborThey ran a fast one on me, took advantage of me, and held my carI will not just let this happenI will seek further litigation if I have to, I will tell my story to the news, social media anywhere I can be heardI will contact the corporate offices of ChryslerI got had at South Oak Dodge by [redacted] and the Service Manager [redacted] is upholding and backing him upThis is unfair and I wonder how many other customers have had this happen to themThere is no way he should have torn down my car and Mr [redacted] is blatantly LYING because he never attempted to contact meI would like him to show phone records where he didThere is none Final Consumer Response / [redacted] (4200, 11, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again Mr [redacted] is just talkingSouth Pal Dodge has displayed deceptive practices and I plan on exposing this deceptionHe was never involved in this case therefore he is listening and defending the lies of ***There was no authorization givenI will definitely be filing suit against South Oak Dodge and I've already submitted a letter to the South town StarI will file complaints to whoever I need toI did not authorize for my car to be torn downI guess South Oak Dodge will need to prove their case in court along with all the stress and worry they have causedMr [redacted] said he reached out to meI have that in writing and I would like that to be proven alsoI will bring this issue up in court alsoIf he would lie about something that small, there's no telling what else he is lying aboutEXACTLY! MR [redacted] IS LYINGThis isn't about a warranty at allI acknowledge the warranty didn't cover but before my car was torn down WITHOUT MY PERMISSION I should have been given the chance to take my car to a cheaper mechanic [redacted] deceived meShow me where I gave authorizationThere was NONE GIVENI WILL EXPOSE SOUTH OAK DODGEI WILL GET MY MONEY THAT THEY SWINDLED FROM ME!!! Final Business Response / [redacted] (4000, 9, 2015/08/26) */ Contact Name and Title: [redacted] The vehicle had to be torn down to determine the point of failure for this concern, and this was authorized over the phone between the customer and my service advisorAs it happens once in a while, not very often I might add, the warranty company denied the repair, at which point the customer is responsible for the teardown amount and that amount does not include and reassemblyIt is unfortunate that the warranty is restricted on this vehicle and that is something that should be taken up with the selling dealer that did no disclose this to her or the extended warranty companyUpon further discussion with [redacted] regarding the authorization of repairs he added a few itemsFirst of all the customer gave a verbal authorization over the phone and confirmed that authorization by giving her birthdate to ***She also came in to discuss the concerns and gave a verbal authorization at that timeHe added that the customer did state they were going through tough times, so he did discount the repair from sale price, she added some detail but we refrain from divulging the customers personal comments at this timeShe stated she needed her vehicle to be fixed because she need the car back and had to have her carWe have done everything needed to secure authorization for the repairs prior to completing a repair [redacted] is a service professional and has never had a concern like this in the past and knows our procedures to procure authorizationHe even went as far as to fax the repair invoice to a requested number so the customer may obtain assistance for the cost of the repairsThere is nothing more I see that we could have done in this situationChrysler Corporate offices have nothing to do with the situation, the vehicle purchased elsewhere has a restricted warranty, had this not been the case she would have only had to pay the deductible for her service contractShe needs to contact the dealer she bought the car at dispute the restricted warranty if she was not informed of thatThe vehicle was torn down and could not be taken to another facility in the shape it was inIf she wanted the vehicle partially reassembled to take it elsewhere she would have been responsible for the labor to tear it down and the partial assembly and she would have paid just a little less than she did to have it repairedWe have nothing to hide and have done nothing wrong, we have been in business over years, we sell and service hundreds of cars per month, we would not be in the business that long with deceptive practices and do not appreciate the slander on the customers part as we have done our best to help her and it is unfortunately not enoughThank you
In response to the extended warranty mentioned in the second half of the letter, it was already explained to the customer by myself personally, that the contract was purchased in error on our partThe service advisor meant to print a quote and had accidentally purchased the contract, which in turn generated the bill that was mentioned by the customerWe had already seen the error and canceled it before the customer had even called but unfortunately the system still triggered the invoice I apologized for the mix up and tried to explain that t was a simple error, the choices are right net to each other and it was simply an error and not an attempt to force them to purchase a contract or unlawfully receive any money from them nor was it fraudulent in any way shape or formIt was just a simple mistake and I apologized the day the call was made to me when they error was noticedIt is not a common practice for us to do this in our day to day business and was simply a keystroke errorAs stated the error was corrected before the customer even called us concerning the mistakeAs far as the credit card at the time of purchase I can only recommend that the customer cancel the card and that should remove it from their credit card report
The extended warranty was sold to the customer in error and the customer paid $2,for the *** ContractThe contract has been canceled and a refund for the entire amount of $2,will be paid to the customer as soon as the refund is processedThe $was for the initial diagnosis
of the vehicle and the customer was made aware of that at the time the vehicle was dropped off, that fee is waived in the event that a repair needed is covered by the warranty companyThe customer was not forced to purchase another warranty, the option was presented and the customer accepted itThey chose a *** Vehicle Protection Plan Maximum Care Policy, a very comprehensive plan that covers most of the vehicles componentsThey put down $dollars and have interest free payments for the next months until it is paid in full. If they desire to cancel the current contract they purchased they will receive a refund in full for that amount of $paidThe customer needs to understand that by canceling the coverage they will have no additional coverage that they desired in the first place on their vehicle, but they will receive a refund for the $they put down on the new contract and will not have to make further payments on the contract as it will be canceledI am truly sorry for any mix up this may have caused and as stated we will be refunding the money paid for the *** warranty and can refund the money paid towards the New ContractThe $can be refunded within days if the customer comes in to request the cancelationIf the new contract is canceled then there will be no future payments or charges to the customer, they will NO coverage on the vehicle thoughThe initial diagnostic fee covers the technicians time spent on the vehicle to diagnose it, the check engine light was related to a low battery that we charged and retested, it passed at that timeWe also checked the seat belt that it not buckling properly and suggested a repair that will have to be paid for in full if the customer cancels all plansPlease let me know if you need any further information or documentationThank You - *** *** - Service Director - South Oak Dodge
Consumer Response /* (3000, 16, 2014/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe what they are sayingI do not trust them and will never patronize that business ever againFurthermore, I will continue to warn others not to do
business with South Oak Dodge
Consumer Response /* (3000, 16, 2014/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe what they are sayingI do not trust them and will never patronize that business ever againFurthermore, I will continue to warn others not to do business with South Oak Dodge
A review of the paperwork shows that the $in question for other charges total is the total of all the charges listed above that within the Other Charges section on the contractWhen you add them up it comes to $total of that section, as listed it is a line item for the
totals.If the customer desires to cancel the extended warranty they only need to call our office at 708-747-and ask to speak to our contract cancellation department, the representative is Jennifer *** and she will be happy to helpShe is available Monday Through Friday from 8:30am to 4:00pm
Usually you leave your number with a car dealership, and almost every salesman will call youI've called this dealership more times then a customer ever should in the last daysAnd no one ever got back with meI went in to attempt to trade up from a Charger to ChargerI had paystubs 3k cash for down payment and my keys to trade inThe salesman knew almost nothing about the carEverything he was telling me I already knew about the vehicleHe knew basics of a regular carI was offered 15k for a car that was a little over a year oldIt was a slap in the faceHere it is I have records of me keeping up all maintenance on the vehicleIt was in a slight hit and run from the rearA tiny scratchAnd I was offered 15kYet the car was sold to me for 31k at this dealershipSo I left it was too much "negative equity" in the carhours later I received this long heart felt email from the General Sales Manager Mark ***I decided to call and even put down more cashThat was on a FridayWe spoke briefly and he promised that he would call back by the end of that daydays later I called and was sent to his voicemail and even went up there to see him in personWhat a complete send offNever spoke with him againHe was supposedly in a meetingSo I decided to get my brakes repaired, an oil change, new tires and new windshield wipersI was told I had to wait plus hours or schedule an appointment in a very rude mannerAs many times as I've visited here to get my car fixed, never have I had to schedule an appointmentThe Service advisor Tim said to come back at PM which was hours laterSo I decided to call before making an unnecessary trip I was told they don't do appointments it's first come first serve and that Tim was gone for the dayNever been so dissatisfied with a car dealership everAnd this is my fifth carI've been treated better at dealerships on the south side of Chicago
Complaint[redacted]
I am rejecting this response because:
I'm just getting a run-around. I guess I'll have to complain to the owner.
Sincerely,
[redacted]
When the customer came in on Black Friday to purchase the vehicle the sales manager made a mistake in the calculations on the paperwork and did not recognized that it was...
one of the Black Friday deal vehicles. There was no chance for us to even catch our mistake as the customer started walking around claiming that we were ripping them off and that we were scamming them. This is totally untrue, it was simply human error. That particular vehicle did not sell to someone else while they were here either, in fact it sold much later in the day. Had the customer given us a chance to review the paperwork we would have noticed the mistake and corrected it on the spot, giving the customer the opportunity to purchase the vehicle from the ad. After the customer left and our general sales manager had a chance to review he found the mistake and checked to see if the vehicle was still here that day, unfortunately it had sold. He then contacted the customer and apologized for the whole misunderstanding and explained the particular vehicle was gone but would be willing to give an equal discount on another vehicle with more equipment on it at a price far below market value for that model and equipment. Another concern the customer had was that they had traveled a long distance to purchase the car here, so again we apologized for the inconvenience and offered to bring the vehicle to them that we had discounted below market value. The paperwork could be done in the comfort of their home and they would not have to return to the dealership. At this time we have not heard back from them as to if this offer is acceptable or not. Our general sales manager has reached out on three different occasions in an attempt to help the customers get into a vehicle, as the original vehicle in the sale was sold and there is nothing comparable to it in stock. The vehicle we can sell to them in its place has many more features and has the same discounts from cost applied to it in an attempt to make up for the mistake, we would be selling the vehicle for far below current market value to satisfy them.
We purchased a $41,000 town and country. We love the vehicle. The day of delivery we showed them the dented tailpipe and scratches in the back of the vehicle. We were told that service manager is allowed to drive the most expensive vehicles including this one. Clearly someone there had a minor accident with this vehicle. When we returned for the repair, we wanted to show them some other scratches, and we were told by Mr. [redacted] that, "we only put aside so much money for a repair." We also told them that it smelled like cigarette smoke and the tire key is missing. His asked us to return so that he could search our vehicle. We will never return there, and will make sure that we tell everyone and anyone about this dealership. The repairs we made ourselves.
In response to the extended warranty mentioned in the second half of the letter, it was already explained to the customer by myself personally, that the contract was purchased in error on our part. The service advisor meant to print a quote and had accidentally purchased the contract, which in...
turn generated the bill that was mentioned by the customer. We had already seen the error and canceled it before the customer had even called but unfortunately the system still triggered the invoice. I apologized for the mix up and tried to explain that t was a simple error, the choices are right net to each other and it was simply an error and not an attempt to force them to purchase a contract or unlawfully receive any money from them nor was it fraudulent in any way shape or form. It was just a simple mistake and I apologized the day the call was made to me when they error was noticed. It is not a common practice for us to do this in our day to day business and was simply a keystroke error. As stated the error was corrected before the customer even called us concerning the mistake. As far as the credit card at the time of purchase I can only recommend that the customer cancel the card and that should remove it from their credit card report.
Business Response /* (1000, 14, 2014/10/28) */
I had thought we responded to the concerns for [redacted] and that was resolved. There was nothing done to cheat her out of money and she needed tires since they were cupped, the original complaint of a rubbing noise was never duplicated by our...
technicians. So the tires and alignment were done for reasons other than the noise which we never heard. We are willing to revisit the issue as long as she would roadtest it with us and understand that nay needed repairs are her responsibility as we did not make a repair for her concern.
She has since returned for service, and oil change and replacement of an air filter and there was no mention of a problem on that visit on September 24, 2014.
Thanks as usual for your help with this matter.
As far as the ad issues we are working to resolve those as well in the future.
Sincerely
[redacted]
Service Director
South Oak Dodge Inc
Consumer Response /* (3000, 16, 2014/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They never helped me with my complaint. In fact they refused to do anything. I am really surprised that they said they fixed the problem. That was extremely unethical.
Business Response /* (4000, 20, 2014/11/18) */
We never stated we fixed her concern, just that we were unable to duplicate the concern stated of a rubbing noise. The tires were replaced due to cupping and not due to the noise so no fradulent or unethical repairs have been made. We simplky have not duplicated the noise on the vehicle. That being said I will restate the fact that we are willing to roadtest the vehicle and determine what is needed. The diagnostic will be at no charge but any repairs will be at the customers cost as we have made no repairs to the noise she states she is having. We would like to test drive the vehicle with the customer to determine the concern she has. Thank You. [redacted]
Consumer Response /* (4200, 22, 2014/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one had contacted me in regards to this matter. I have made several calls to them with very uncooperative responses. I would actually like to speak to a live person in this matter. I have left several messages with them to no availe because although they respond to Revdex.com they do not respond to their customers.
Business Response /* (4000, 24, 2014/11/28) */
I have never received any voice mails from the customer. I would be happy o discuss this with her over the phone, I can be reached at XXX-XXX-XXXX, Monday through Friday from 7:30 am t 5:00pm. Just dial the main operator and ask for [redacted] in service.
I had found a van on their website that almost appeared to be "too good to be true." Well, it was. They posted a 2103 Ran Van with 3K miles on it, and it stated that the van was white. I was contacted several times about seeing this van, and was told several times that it did in fact have only 3K miles on it. The last time was on 10/7, both by phone and by email.
I kept asking for pictures of the van, because I live 6 hours from the dealership. It was not until 10/8 that I found out it never existed. They posted the ad to bait people, and try to get them to buy a different van that is the same year and model, but has almost 40K miles on it, and it has some hideous wrap that would have to be removed and the van repainted.
They tell me it's not Bait and Switch, but it sure looks like it to me. They cannot tell me what happened to the van that was originally advertised.
Initial Business Response /* (1000, 5, 2015/08/19) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@southoakdodge.com
We requested authorization for the vehicle to be torn down for diagnosis as that is the procedure the warranty company...
requested that we follow. The problem is that her vehicle has a restricted factory warranty. Her extended warranty declined coverage of the components based on that fact. We even tried to show the inspector that the failure was a standard material failure and no fault of the customers. The extended warranty should have covered the repair and they did not, that is between her and the warranty company. We had obtained the customers authorization to tear down to the point of failure, once the warranty company denied the claim the vehicle was in pieces and could not be easily reassembled. In an effort to help the situation we discounted the repair to try to help with the situation. We did not have to do that as the extended warranty that was purchased elsewhere denied the repair, we did it to help the customer out as she was put in a bad situation by contract company and not us. I have attempted to reach her unsuccessfully to discuss the concerns but have not been able to speak to her. The customer needs to contact the dealership she bought it from and they should be responsible for as they sold her the car and the contract.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Totally false. How would Mr [redacted] know ANYTHING about my complaint when he NEVER bothered to respond to my emails or calls and my phone records will support this. Its not about the warranty. If the warranty wasn't covering the repair I should have been given the option to dispute with the warranty company and take my car elsewhere for repairs. There was no authorization. By the time I knew it wasn't covered my car was already torn down because they had also replaced a radiator. I was told my car couldn't be taken yo another shop because it was undrivable. South Oak has not discounted anything when they charged me 1400 in labor. They ran a fast one on me, took advantage of me, and held my car. I will not just let this happen. I will seek further litigation if I have to, I will tell my story to the news, social media anywhere I can be heard. I will contact the corporate offices of Chrysler. I got had at South Oak Dodge by [redacted] and the Service Manager [redacted] is upholding and backing him up. This is unfair and I wonder how many other customers have had this happen to them. There is no way he should have torn down my car and Mr [redacted] is blatantly LYING because he never attempted to contact me. I would like him to show phone records where he did. There is none.
Final Consumer Response /* (4200, 11, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again Mr [redacted] is just talking. South Pal Dodge has displayed deceptive practices and I plan on exposing this deception. He was never involved in this case therefore he is listening and defending the lies of [redacted]. There was no authorization given. I will definitely be filing suit against South Oak Dodge and I've already submitted a letter to the South town Star. I will file complaints to whoever I need to. I did not authorize for my car to be torn down. I guess South Oak Dodge will need to prove their case in court along with all the stress and worry they have caused. Mr [redacted] said he reached out to me. I have that in writing and I would like that to be proven also. I will bring this issue up in court also. If he would lie about something that small, there's no telling what else he is lying about. EXACTLY! MR [redacted] IS LYING. This isn't about a warranty at all. I acknowledge the warranty didn't cover but before my car was torn down WITHOUT MY PERMISSION I should have been given the chance to take my car to a cheaper mechanic. [redacted] deceived me. Show me where I gave authorization. There was NONE GIVEN. I WILL EXPOSE SOUTH OAK DODGE. I WILL GET MY MONEY THAT THEY SWINDLED FROM ME!!!
Final Business Response /* (4000, 9, 2015/08/26) */
Contact Name and Title: [redacted]
The vehicle had to be torn down to determine the point of failure for this concern, and this was authorized over the phone between the customer and my service advisor. As it happens once in a while, not very often I might add, the warranty company denied the repair, at which point the customer is responsible for the teardown amount and that amount does not include and reassembly. It is unfortunate that the warranty is restricted on this vehicle and that is something that should be taken up with the selling dealer that did no disclose this to her or the extended warranty company. Upon further discussion with [redacted] regarding the authorization of repairs he added a few items. First of all the customer gave a verbal authorization over the phone and confirmed that authorization by giving her birthdate to [redacted]. She also came in to discuss the concerns and gave a verbal authorization at that time. He added that the customer did state they were going through tough times, so he did discount the repair from normal sale price, she added some detail but we refrain from divulging the customers personal comments at this time. She stated she needed her vehicle to be fixed because she need the car back and had to have her car. We have done everything needed to secure authorization for the repairs prior to completing a repair. [redacted] is a service professional and has never had a concern like this in the past and knows our procedures to procure authorization. He even went as far as to fax the repair invoice to a requested number so the customer may obtain assistance for the cost of the repairs. There is nothing more I see that we could have done in this situation. Chrysler Corporate offices have nothing to do with the situation, the vehicle purchased elsewhere has a restricted warranty, had this not been the case she would have only had to pay the deductible for her service contract. She needs to contact the dealer she bought the car at dispute the restricted warranty if she was not informed of that. The vehicle was torn down and could not be taken to another facility in the shape it was in. If she wanted the vehicle partially reassembled to take it elsewhere she would have been responsible for the labor to tear it down and the partial assembly and she would have paid just a little less than she did to have it repaired. We have nothing to hide and have done nothing wrong, we have been in business over 20 years, we sell and service hundreds of cars per month, we would not be in the business that long with deceptive practices and do not appreciate the slander on the customers part as we have done our best to help her and it is unfortunately not enough. Thank you.
We purchased a $41,town and country We love the vehicleThe day of delivery we showed them the dented tailpipe and scratches in the back of the vehicle We were told that service manager is allowed to drive the most expensive vehicles including this one Clearly someone there had a minor accident with this vehicle When we returned for the repair, we wanted to show them some other scratches, and we were told by Mr [redacted] that, "we only put aside so much money for a repair." We also told them that it smelled like cigarette smoke and the tire key is missing His asked us to return so that he could search our vehicle We will never return there, and will make sure that we tell everyone and anyone about this dealership The repairs we made ourselves
When the customer came in on Black Friday to purchase the vehicle the sales manager made a mistake in the calculations on the paperwork and did not recognized that it was one of the Black Friday deal vehiclesThere was no chance for us to even catch our mistake as the customer started walking around claiming that we were ripping them off and that we were scamming themThis is totally untrue, it was simply human errorThat particular vehicle did not sell to someone else while they were here either, in fact it sold much later in the dayHad the customer given us a chance to review the paperwork we would have noticed the mistake and corrected it on the spot, giving the customer the opportunity to purchase the vehicle from the adAfter the customer left and our general sales manager had a chance to review he found the mistake and checked to see if the vehicle was still here that day, unfortunately it had soldHe then contacted the customer and apologized for the whole misunderstanding and explained the particular vehicle was gone but would be willing to give an equal discount on another vehicle with more equipment on it at a price far below market value for that model and equipmentAnother concern the customer had was that they had traveled a long distance to purchase the car here, so again we apologized for the inconvenience and offered to bring the vehicle to them that we had discounted below market valueThe paperwork could be done in the comfort of their home and they would not have to return to the dealershipAt this time we have not heard back from them as to if this offer is acceptable or notOur general sales manager has reached out on three different occasions in an attempt to help the customers get into a vehicle, as the original vehicle in the sale was sold and there is nothing comparable to it in stockThe vehicle we can sell to them in its place has many more features and has the same discounts from cost applied to it in an attempt to make up for the mistake, we would be selling the vehicle for far below current market value to satisfy them
Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @southoakdodge.com We requested authorization for the vehicle to be torn down for diagnosis as that is the procedure the warranty company requested that we followThe problem is that her vehicle has a restricted factory warrantyHer extended warranty declined coverage of the components based on that factWe even tried to show the inspector that the failure was a standard material failure and no fault of the customersThe extended warranty should have covered the repair and they did not, that is between her and the warranty companyWe had obtained the customers authorization to tear down to the point of failure, once the warranty company denied the claim the vehicle was in pieces and could not be easily reassembledIn an effort to help the situation we discounted the repair to try to help with the situationWe did not have to do that as the extended warranty that was purchased elsewhere denied the repair, we did it to help the customer out as she was put in a bad situation by contract company and not usI have attempted to reach her unsuccessfully to discuss the concerns but have not been able to speak to herThe customer needs to contact the dealership she bought it from and they should be responsible for as they sold her the car and the contract Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Totally falseHow would Mr [redacted] know ANYTHING about my complaint when he NEVER bothered to respond to my emails or calls and my phone records will support thisIts not about the warrantyIf the warranty wasn't covering the repair I should have been given the option to dispute with the warranty company and take my car elsewhere for repairsThere was no authorizationBy the time I knew it wasn't covered my car was already torn down because they had also replaced a radiatorI was told my car couldn't be taken yo another shop because it was undrivableSouth Oak has not discounted anything when they charged me in laborThey ran a fast one on me, took advantage of me, and held my carI will not just let this happenI will seek further litigation if I have to, I will tell my story to the news, social media anywhere I can be heardI will contact the corporate offices of ChryslerI got had at South Oak Dodge by [redacted] and the Service Manager [redacted] is upholding and backing him upThis is unfair and I wonder how many other customers have had this happen to themThere is no way he should have torn down my car and Mr [redacted] is blatantly LYING because he never attempted to contact meI would like him to show phone records where he didThere is none Final Consumer Response / [redacted] (4200, 11, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again Mr [redacted] is just talkingSouth Pal Dodge has displayed deceptive practices and I plan on exposing this deceptionHe was never involved in this case therefore he is listening and defending the lies of ***There was no authorization givenI will definitely be filing suit against South Oak Dodge and I've already submitted a letter to the South town StarI will file complaints to whoever I need toI did not authorize for my car to be torn downI guess South Oak Dodge will need to prove their case in court along with all the stress and worry they have causedMr [redacted] said he reached out to meI have that in writing and I would like that to be proven alsoI will bring this issue up in court alsoIf he would lie about something that small, there's no telling what else he is lying aboutEXACTLY! MR [redacted] IS LYINGThis isn't about a warranty at allI acknowledge the warranty didn't cover but before my car was torn down WITHOUT MY PERMISSION I should have been given the chance to take my car to a cheaper mechanic [redacted] deceived meShow me where I gave authorizationThere was NONE GIVENI WILL EXPOSE SOUTH OAK DODGEI WILL GET MY MONEY THAT THEY SWINDLED FROM ME!!! Final Business Response / [redacted] (4000, 9, 2015/08/26) */ Contact Name and Title: [redacted] The vehicle had to be torn down to determine the point of failure for this concern, and this was authorized over the phone between the customer and my service advisorAs it happens once in a while, not very often I might add, the warranty company denied the repair, at which point the customer is responsible for the teardown amount and that amount does not include and reassemblyIt is unfortunate that the warranty is restricted on this vehicle and that is something that should be taken up with the selling dealer that did no disclose this to her or the extended warranty companyUpon further discussion with [redacted] regarding the authorization of repairs he added a few itemsFirst of all the customer gave a verbal authorization over the phone and confirmed that authorization by giving her birthdate to ***She also came in to discuss the concerns and gave a verbal authorization at that timeHe added that the customer did state they were going through tough times, so he did discount the repair from sale price, she added some detail but we refrain from divulging the customers personal comments at this timeShe stated she needed her vehicle to be fixed because she need the car back and had to have her carWe have done everything needed to secure authorization for the repairs prior to completing a repair [redacted] is a service professional and has never had a concern like this in the past and knows our procedures to procure authorizationHe even went as far as to fax the repair invoice to a requested number so the customer may obtain assistance for the cost of the repairsThere is nothing more I see that we could have done in this situationChrysler Corporate offices have nothing to do with the situation, the vehicle purchased elsewhere has a restricted warranty, had this not been the case she would have only had to pay the deductible for her service contractShe needs to contact the dealer she bought the car at dispute the restricted warranty if she was not informed of thatThe vehicle was torn down and could not be taken to another facility in the shape it was inIf she wanted the vehicle partially reassembled to take it elsewhere she would have been responsible for the labor to tear it down and the partial assembly and she would have paid just a little less than she did to have it repairedWe have nothing to hide and have done nothing wrong, we have been in business over years, we sell and service hundreds of cars per month, we would not be in the business that long with deceptive practices and do not appreciate the slander on the customers part as we have done our best to help her and it is unfortunately not enoughThank you
In response to the extended warranty mentioned in the second half of the letter, it was already explained to the customer by myself personally, that the contract was purchased in error on our partThe service advisor meant to print a quote and had accidentally purchased the contract, which in turn generated the bill that was mentioned by the customerWe had already seen the error and canceled it before the customer had even called but unfortunately the system still triggered the invoice I apologized for the mix up and tried to explain that t was a simple error, the choices are right net to each other and it was simply an error and not an attempt to force them to purchase a contract or unlawfully receive any money from them nor was it fraudulent in any way shape or formIt was just a simple mistake and I apologized the day the call was made to me when they error was noticedIt is not a common practice for us to do this in our day to day business and was simply a keystroke errorAs stated the error was corrected before the customer even called us concerning the mistakeAs far as the credit card at the time of purchase I can only recommend that the customer cancel the card and that should remove it from their credit card report
The extended warranty was sold to the customer in error and the customer paid $2,for the *** ContractThe contract has been canceled and a refund for the entire amount of $2,will be paid to the customer as soon as the refund is processedThe $was for the initial diagnosis
of the vehicle and the customer was made aware of that at the time the vehicle was dropped off, that fee is waived in the event that a repair needed is covered by the warranty companyThe customer was not forced to purchase another warranty, the option was presented and the customer accepted itThey chose a *** Vehicle Protection Plan Maximum Care Policy, a very comprehensive plan that covers most of the vehicles componentsThey put down $dollars and have interest free payments for the next months until it is paid in full. If they desire to cancel the current contract they purchased they will receive a refund in full for that amount of $paidThe customer needs to understand that by canceling the coverage they will have no additional coverage that they desired in the first place on their vehicle, but they will receive a refund for the $they put down on the new contract and will not have to make further payments on the contract as it will be canceledI am truly sorry for any mix up this may have caused and as stated we will be refunding the money paid for the *** warranty and can refund the money paid towards the New ContractThe $can be refunded within days if the customer comes in to request the cancelationIf the new contract is canceled then there will be no future payments or charges to the customer, they will NO coverage on the vehicle thoughThe initial diagnostic fee covers the technicians time spent on the vehicle to diagnose it, the check engine light was related to a low battery that we charged and retested, it passed at that timeWe also checked the seat belt that it not buckling properly and suggested a repair that will have to be paid for in full if the customer cancels all plansPlease let me know if you need any further information or documentationThank You - *** *** - Service Director - South Oak Dodge
Consumer Response /* (3000, 16, 2014/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe what they are sayingI do not trust them and will never patronize that business ever againFurthermore, I will continue to warn others not to do
business with South Oak Dodge
Consumer Response /* (3000, 16, 2014/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe what they are sayingI do not trust them and will never patronize that business ever againFurthermore, I will continue to warn others not to do business with South Oak Dodge
A review of the paperwork shows that the $in question for other charges total is the total of all the charges listed above that within the Other Charges section on the contractWhen you add them up it comes to $total of that section, as listed it is a line item for the
totals.If the customer desires to cancel the extended warranty they only need to call our office at 708-747-and ask to speak to our contract cancellation department, the representative is Jennifer *** and she will be happy to helpShe is available Monday Through Friday from 8:30am to 4:00pm
Usually you leave your number with a car dealership, and almost every salesman will call youI've called this dealership more times then a customer ever should in the last daysAnd no one ever got back with meI went in to attempt to trade up from a Charger to ChargerI had paystubs 3k cash for down payment and my keys to trade inThe salesman knew almost nothing about the carEverything he was telling me I already knew about the vehicleHe knew basics of a regular carI was offered 15k for a car that was a little over a year oldIt was a slap in the faceHere it is I have records of me keeping up all maintenance on the vehicleIt was in a slight hit and run from the rearA tiny scratchAnd I was offered 15kYet the car was sold to me for 31k at this dealershipSo I left it was too much "negative equity" in the carhours later I received this long heart felt email from the General Sales Manager Mark ***I decided to call and even put down more cashThat was on a FridayWe spoke briefly and he promised that he would call back by the end of that daydays later I called and was sent to his voicemail and even went up there to see him in personWhat a complete send offNever spoke with him againHe was supposedly in a meetingSo I decided to get my brakes repaired, an oil change, new tires and new windshield wipersI was told I had to wait plus hours or schedule an appointment in a very rude mannerAs many times as I've visited here to get my car fixed, never have I had to schedule an appointmentThe Service advisor Tim said to come back at PM which was hours laterSo I decided to call before making an unnecessary trip I was told they don't do appointments it's first come first serve and that Tim was gone for the dayNever been so dissatisfied with a car dealership everAnd this is my fifth carI've been treated better at dealerships on the south side of Chicago
Complaint[redacted]
I am rejecting this response because:
I'm just getting a run-around. I guess I'll have to complain to the owner.
Sincerely,
[redacted]
When the customer came in on Black Friday to purchase the vehicle the sales manager made a mistake in the calculations on the paperwork and did not recognized that it was...
one of the Black Friday deal vehicles. There was no chance for us to even catch our mistake as the customer started walking around claiming that we were ripping them off and that we were scamming them. This is totally untrue, it was simply human error. That particular vehicle did not sell to someone else while they were here either, in fact it sold much later in the day. Had the customer given us a chance to review the paperwork we would have noticed the mistake and corrected it on the spot, giving the customer the opportunity to purchase the vehicle from the ad. After the customer left and our general sales manager had a chance to review he found the mistake and checked to see if the vehicle was still here that day, unfortunately it had sold. He then contacted the customer and apologized for the whole misunderstanding and explained the particular vehicle was gone but would be willing to give an equal discount on another vehicle with more equipment on it at a price far below market value for that model and equipment. Another concern the customer had was that they had traveled a long distance to purchase the car here, so again we apologized for the inconvenience and offered to bring the vehicle to them that we had discounted below market value. The paperwork could be done in the comfort of their home and they would not have to return to the dealership. At this time we have not heard back from them as to if this offer is acceptable or not. Our general sales manager has reached out on three different occasions in an attempt to help the customers get into a vehicle, as the original vehicle in the sale was sold and there is nothing comparable to it in stock. The vehicle we can sell to them in its place has many more features and has the same discounts from cost applied to it in an attempt to make up for the mistake, we would be selling the vehicle for far below current market value to satisfy them.
We purchased a $41,000 town and country. We love the vehicle. The day of delivery we showed them the dented tailpipe and scratches in the back of the vehicle. We were told that service manager is allowed to drive the most expensive vehicles including this one. Clearly someone there had a minor accident with this vehicle. When we returned for the repair, we wanted to show them some other scratches, and we were told by Mr. [redacted] that, "we only put aside so much money for a repair." We also told them that it smelled like cigarette smoke and the tire key is missing. His asked us to return so that he could search our vehicle. We will never return there, and will make sure that we tell everyone and anyone about this dealership. The repairs we made ourselves.
In response to the extended warranty mentioned in the second half of the letter, it was already explained to the customer by myself personally, that the contract was purchased in error on our part. The service advisor meant to print a quote and had accidentally purchased the contract, which in...
turn generated the bill that was mentioned by the customer. We had already seen the error and canceled it before the customer had even called but unfortunately the system still triggered the invoice. I apologized for the mix up and tried to explain that t was a simple error, the choices are right net to each other and it was simply an error and not an attempt to force them to purchase a contract or unlawfully receive any money from them nor was it fraudulent in any way shape or form. It was just a simple mistake and I apologized the day the call was made to me when they error was noticed. It is not a common practice for us to do this in our day to day business and was simply a keystroke error. As stated the error was corrected before the customer even called us concerning the mistake. As far as the credit card at the time of purchase I can only recommend that the customer cancel the card and that should remove it from their credit card report.
Business Response /* (1000, 14, 2014/10/28) */
I had thought we responded to the concerns for [redacted] and that was resolved. There was nothing done to cheat her out of money and she needed tires since they were cupped, the original complaint of a rubbing noise was never duplicated by our...
technicians. So the tires and alignment were done for reasons other than the noise which we never heard. We are willing to revisit the issue as long as she would roadtest it with us and understand that nay needed repairs are her responsibility as we did not make a repair for her concern.
She has since returned for service, and oil change and replacement of an air filter and there was no mention of a problem on that visit on September 24, 2014.
Thanks as usual for your help with this matter.
As far as the ad issues we are working to resolve those as well in the future.
Sincerely
[redacted]
Service Director
South Oak Dodge Inc
Consumer Response /* (3000, 16, 2014/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They never helped me with my complaint. In fact they refused to do anything. I am really surprised that they said they fixed the problem. That was extremely unethical.
Business Response /* (4000, 20, 2014/11/18) */
We never stated we fixed her concern, just that we were unable to duplicate the concern stated of a rubbing noise. The tires were replaced due to cupping and not due to the noise so no fradulent or unethical repairs have been made. We simplky have not duplicated the noise on the vehicle. That being said I will restate the fact that we are willing to roadtest the vehicle and determine what is needed. The diagnostic will be at no charge but any repairs will be at the customers cost as we have made no repairs to the noise she states she is having. We would like to test drive the vehicle with the customer to determine the concern she has. Thank You. [redacted]
Consumer Response /* (4200, 22, 2014/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one had contacted me in regards to this matter. I have made several calls to them with very uncooperative responses. I would actually like to speak to a live person in this matter. I have left several messages with them to no availe because although they respond to Revdex.com they do not respond to their customers.
Business Response /* (4000, 24, 2014/11/28) */
I have never received any voice mails from the customer. I would be happy o discuss this with her over the phone, I can be reached at XXX-XXX-XXXX, Monday through Friday from 7:30 am t 5:00pm. Just dial the main operator and ask for [redacted] in service.
I had found a van on their website that almost appeared to be "too good to be true." Well, it was. They posted a 2103 Ran Van with 3K miles on it, and it stated that the van was white. I was contacted several times about seeing this van, and was told several times that it did in fact have only 3K miles on it. The last time was on 10/7, both by phone and by email.
I kept asking for pictures of the van, because I live 6 hours from the dealership. It was not until 10/8 that I found out it never existed. They posted the ad to bait people, and try to get them to buy a different van that is the same year and model, but has almost 40K miles on it, and it has some hideous wrap that would have to be removed and the van repainted.
They tell me it's not Bait and Switch, but it sure looks like it to me. They cannot tell me what happened to the van that was originally advertised.
Initial Business Response /* (1000, 5, 2015/08/19) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@southoakdodge.com
We requested authorization for the vehicle to be torn down for diagnosis as that is the procedure the warranty company...
requested that we follow. The problem is that her vehicle has a restricted factory warranty. Her extended warranty declined coverage of the components based on that fact. We even tried to show the inspector that the failure was a standard material failure and no fault of the customers. The extended warranty should have covered the repair and they did not, that is between her and the warranty company. We had obtained the customers authorization to tear down to the point of failure, once the warranty company denied the claim the vehicle was in pieces and could not be easily reassembled. In an effort to help the situation we discounted the repair to try to help with the situation. We did not have to do that as the extended warranty that was purchased elsewhere denied the repair, we did it to help the customer out as she was put in a bad situation by contract company and not us. I have attempted to reach her unsuccessfully to discuss the concerns but have not been able to speak to her. The customer needs to contact the dealership she bought it from and they should be responsible for as they sold her the car and the contract.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Totally false. How would Mr [redacted] know ANYTHING about my complaint when he NEVER bothered to respond to my emails or calls and my phone records will support this. Its not about the warranty. If the warranty wasn't covering the repair I should have been given the option to dispute with the warranty company and take my car elsewhere for repairs. There was no authorization. By the time I knew it wasn't covered my car was already torn down because they had also replaced a radiator. I was told my car couldn't be taken yo another shop because it was undrivable. South Oak has not discounted anything when they charged me 1400 in labor. They ran a fast one on me, took advantage of me, and held my car. I will not just let this happen. I will seek further litigation if I have to, I will tell my story to the news, social media anywhere I can be heard. I will contact the corporate offices of Chrysler. I got had at South Oak Dodge by [redacted] and the Service Manager [redacted] is upholding and backing him up. This is unfair and I wonder how many other customers have had this happen to them. There is no way he should have torn down my car and Mr [redacted] is blatantly LYING because he never attempted to contact me. I would like him to show phone records where he did. There is none.
Final Consumer Response /* (4200, 11, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again Mr [redacted] is just talking. South Pal Dodge has displayed deceptive practices and I plan on exposing this deception. He was never involved in this case therefore he is listening and defending the lies of [redacted]. There was no authorization given. I will definitely be filing suit against South Oak Dodge and I've already submitted a letter to the South town Star. I will file complaints to whoever I need to. I did not authorize for my car to be torn down. I guess South Oak Dodge will need to prove their case in court along with all the stress and worry they have caused. Mr [redacted] said he reached out to me. I have that in writing and I would like that to be proven also. I will bring this issue up in court also. If he would lie about something that small, there's no telling what else he is lying about. EXACTLY! MR [redacted] IS LYING. This isn't about a warranty at all. I acknowledge the warranty didn't cover but before my car was torn down WITHOUT MY PERMISSION I should have been given the chance to take my car to a cheaper mechanic. [redacted] deceived me. Show me where I gave authorization. There was NONE GIVEN. I WILL EXPOSE SOUTH OAK DODGE. I WILL GET MY MONEY THAT THEY SWINDLED FROM ME!!!
Final Business Response /* (4000, 9, 2015/08/26) */
Contact Name and Title: [redacted]
The vehicle had to be torn down to determine the point of failure for this concern, and this was authorized over the phone between the customer and my service advisor. As it happens once in a while, not very often I might add, the warranty company denied the repair, at which point the customer is responsible for the teardown amount and that amount does not include and reassembly. It is unfortunate that the warranty is restricted on this vehicle and that is something that should be taken up with the selling dealer that did no disclose this to her or the extended warranty company. Upon further discussion with [redacted] regarding the authorization of repairs he added a few items. First of all the customer gave a verbal authorization over the phone and confirmed that authorization by giving her birthdate to [redacted]. She also came in to discuss the concerns and gave a verbal authorization at that time. He added that the customer did state they were going through tough times, so he did discount the repair from normal sale price, she added some detail but we refrain from divulging the customers personal comments at this time. She stated she needed her vehicle to be fixed because she need the car back and had to have her car. We have done everything needed to secure authorization for the repairs prior to completing a repair. [redacted] is a service professional and has never had a concern like this in the past and knows our procedures to procure authorization. He even went as far as to fax the repair invoice to a requested number so the customer may obtain assistance for the cost of the repairs. There is nothing more I see that we could have done in this situation. Chrysler Corporate offices have nothing to do with the situation, the vehicle purchased elsewhere has a restricted warranty, had this not been the case she would have only had to pay the deductible for her service contract. She needs to contact the dealer she bought the car at dispute the restricted warranty if she was not informed of that. The vehicle was torn down and could not be taken to another facility in the shape it was in. If she wanted the vehicle partially reassembled to take it elsewhere she would have been responsible for the labor to tear it down and the partial assembly and she would have paid just a little less than she did to have it repaired. We have nothing to hide and have done nothing wrong, we have been in business over 20 years, we sell and service hundreds of cars per month, we would not be in the business that long with deceptive practices and do not appreciate the slander on the customers part as we have done our best to help her and it is unfortunately not enough. Thank you.