Southside Dodge Chrysler Jeep & RV Centre

The Customer brought her [redacted] Van into our Quick Lube service bay on June for an oil changeWhile the Quick Lube Staff was performing the oil change the customer talked with a Service Advisor about a fuse that kept blowing for her power seatThe Customer advised she had been having issues with the fuse blowing for quite some time so the advisor recomended that we check the van out to see why the fuse was blowingThe Customer requested a loaner which there was not one available so the customer requested to have Quick Lube staff replace the fuse and she would book the van in later at her convience to have it checked outAs per the Customers request Quick Lube staff confirmed the proper size fuse and replaced the blown fuseThe customer called into our Service Dept approx min later stating her van was on fire in her drivewayThe Service Manager called customer back and was advised by the customer the fire department had put the fire out and that the fire marshall was seizing the van for an investigationThe Service Manager confirmed no one was hurt and the damage was isolated to the van and he assured the Customer Southside Chrysler would cooperate fully with the Fire MarshallThe Service Manager then called the General Manager to let him know what had happenedThe General Manager recomended offering the customer an alternate source of transportation as a goodwill gesture until the Fire Marshall finishes investigating the cause of the fire eventhough Southside was confident of no wrong doingThe Service Manager called the customer back and made the offer to supply alternate transportationThe customer accepted and said she would be in the following day but requested a vehicle with enough seating for her whole familyJune the customer was put into a seven passenger [redacted] to use until the investigation was concludedThat evening the customer went into the Sales deptartment and insisted on a different vehicleThe customer requested a [redacted] and stated that is what she would be interested in purchasing if she had to replace her vanSales put the customer into a [redacted] from the Used LotThe Service Manager kept in contact with the customer and the fire marshall for updates on the investigation and was advised the Customers insurance company was sending out someone to inspect the van with the fire marshallDuring this time the customer stated she was really enjoying the [redacted] that Sales had put her in and was strongly considering purchasing oneThe Service Manager asked if she would like sales to contact her and start working on pricingThe customer declined stating she wanted to wait untill she knew if her van would be written off and if so how much she would be recieveing for itJune The customer called the service manager and advised she had secured a rental vehicle and would be returning the [redacted] later that day as she now had to replace her van at an increased cost to herThe Service Manager asked if that meant she had recieved a decision from her insurance company and the fire mashallThe customer confirmed she had and that it was determined that the fire was caused by the vehicle wiring and her insurance company would be covering it but she still felt Southside was somewhat responsible so she thought it best to return the [redacted] and look elseware for a replacment vehicleThe Service Manager advised the customer that even though she claimed Southside had looked at the issue in the past the history of work orders on her van did not support that and when the service advisor recomended she get it checked she opted not to that day and had stated it had been blowing fuses for a yearSo Southside feels she had plenty of time since she was first aware of the issue to get it checkedThe Service Manager also advised that it was the fire marshall and the customers insurance company that had investigated and found the issue was the vehicle wiring not the fuse Quick Lube had installed at her request and that even though Southside was confident from the begining that we were not at fault we never once stated that or got defensiveWe offered alternate transportation from the start because we felt it was the right thing to do and we let the fire marshall and her insurance company go through their appropriate steps and they determined it was the vehicle wiring and would cover itThe customer thanked the Service Manager for what Southisde had done but again stated she felt it better to go our seperate waysThe Service Manager brought up that it was a very unfortunate incident for all involved and we can all be thankfull no one was hurtThe customer agreed and advised she would return the [redacted] to Sales later that dayThe customer called the Service Manager July and advised she is looking for compensation from Southside for this situationThe customer requested Southside sell her the [redacted] for $as that is what she had left owing on her vanThe Service Manager explained again that it was not found to be Southsides fault and that request was unrealistic but agreed to present her request to the General ManagerThe General Manager had the Sales Manager call the Customer and explain that her request was not acceptable as she was requesting a higher end vehicle ( [redacted] vs Minivan) that was three years newer than her Van for what she had left owing on her vanShe was requesting a vehicle that was much more expensive than the equivalent of her van would have beenThe Sales Manager advised the customer that Southside had done nothing wrong and the fire marshall and her insurance company had confirmed that but Southside would sell her a vehicle at cost as goodwill and provided a cost price for the purchase of the [redacted] The Customer declined and the Sales Manager had to send a staff member to pick up the [redacted] at the customers home because she had never returned it on June 28th as she had told the Service Manager she would.Southside Chrysler will not be providing any finacial compensation to the customer.Southside Chrysler sent a Service Contract Cancelation request on the customers behalf on July The purchase price of the contract was $and the Contract was put into effect with the purchase of the vehicle March and because it had been in effect for years and had claims against it in those three years the amount of the refund was prorated by the Service Contract Company to $When Southside recieved the refund back from the Service Contract Company Southside issued a cheque to the customer in the full refund amountThis cheque was issued and mailed to the customer on Aug 2016Southside Chrysler feels the customer was treated very fairly in this matter and after the customers decline of the goodwill offer to purchase a replacement vehicle at cost and the refund from the service contract issued to the customer we now consider this matter closed

Southsides response has been added as an attachment to this. If there is any problem receiving the attachment please notify [redacted] by email [redacted]

The Customer brought her 2011 [redacted] Van into our Quick Lube service bay on June 15 2016 for an oil...

change. While the Quick Lube Staff was performing the oil change the customer talked with a Service Advisor about a fuse that kept blowing for her power seat. The Customer advised she had been having issues with the fuse blowing for quite some time so the advisor recomended that we check the van out to see why the fuse was blowing. The Customer requested a loaner which there was not one available so the customer requested to have Quick Lube staff replace the fuse and she would book the van in later at her convience to have it checked out. As per the Customers request Quick Lube staff confirmed the proper size fuse and replaced the blown fuse. The customer called into our Service Dept approx 30 min later stating her van was on fire in her driveway. The Service Manager called customer back and was advised by the customer the fire department had put the fire out and that the fire marshall was seizing the van for an investigation. The Service Manager confirmed no one was hurt and the damage was isolated to the van and he assured the Customer Southside Chrysler would cooperate fully with the Fire Marshall. The Service Manager then called the General Manager to let him know what had happened. The General Manager recomended offering the customer an alternate source of transportation as a goodwill gesture until the Fire Marshall finishes investigating the cause of the fire eventhough Southside was confident of no wrong doing. The Service Manager called the customer back and made the offer to supply alternate transportation. The customer accepted and said she would be in the following day but requested a vehicle with enough seating for her whole family. June 16 2016 the customer was put into a 2016 seven passenger [redacted] to use until the investigation was concluded. That evening the customer went into the Sales deptartment and insisted on a different vehicle. The customer requested a [redacted] and stated that is what she would be interested in purchasing if she had to replace her van. Sales put the customer into a 2014 [redacted] from the Used Lot. The Service Manager kept in contact with the customer and the fire marshall for updates on the investigation and was advised the Customers insurance company was sending out someone to inspect the van with the fire marshall. During this time the customer stated she was really enjoying the [redacted] that Sales had put her in and was strongly considering purchasing one. The Service Manager asked if she would like sales to contact her and start working on pricing. The customer declined stating she wanted to wait untill she knew if her van would be written off and if so how much she would be recieveing for it. June 28 2016 The customer called the service manager and advised she had secured a rental vehicle and would be returning the [redacted] later that day as she now had to replace her van at an increased cost to her. The Service Manager asked if that meant she had recieved a decision from her insurance company and the fire mashall. The customer confirmed she had and that it was determined that the fire was caused by the vehicle wiring and her insurance company would be covering it but she still felt Southside was somewhat responsible so she thought it best to return the [redacted] and look elseware for a replacment vehicle. The Service Manager advised the customer that even though she claimed Southside had looked at the issue in the past the history of work orders on her van did not support that and when the service advisor recomended she get it checked she opted not to that day and had stated it had been blowing fuses for a year. So Southside feels she had plenty of time since she was first aware of the issue to get it checked. The Service Manager also advised that it was the fire marshall and the customers insurance company that had investigated and found the issue was the vehicle wiring not the fuse Quick Lube had installed at her request and that even though Southside was confident from the begining that we were not at fault we never once stated that or got defensive. We offered alternate transportation from the start because we felt it was the right thing to do and we let the fire marshall and her insurance company go through their appropriate steps and they determined it was the vehicle wiring and would cover it. The customer thanked the Service Manager for what Southisde had done but again stated she felt it better to go our seperate ways. The Service Manager brought up that it was a very unfortunate incident for all involved and we can all be thankfull no one was hurt. The customer agreed and advised she would return the [redacted] to Sales later that day. The customer called the Service Manager July 4 2016 and advised she is looking for compensation from Southside for this situation. The customer requested Southside sell her the [redacted] for $15000 as that is what she had left owing on her van. The Service Manager explained again that it was not found to be Southsides fault and that request was unrealistic but agreed to present her request to the General Manager. The General Manager had the Sales Manager call the Customer and explain that her request was not acceptable as she was requesting a higher end vehicle ([redacted] vs Minivan) that was three years newer than her Van for what she had left owing on her van. She was requesting a vehicle that was much more expensive than the equivalent of her van would have been. The Sales Manager advised the customer that Southside had done nothing wrong and the fire marshall and her insurance company had confirmed that but Southside would sell her a vehicle at cost as goodwill and provided a cost price for the purchase of the [redacted]. The Customer declined and the Sales Manager had to send a staff member to pick up the [redacted] at the customers home because she had never returned it on June 28th as she had told the Service Manager she would.Southside Chrysler will not be providing any finacial compensation to the customer.Southside Chrysler sent a Service Contract Cancelation request on the customers behalf on July 7 2016. The purchase price of the contract was $1100 and the Contract was put into effect with the purchase of the vehicle March 30 2013 and because it had been in effect for 3 years and had claims against it in those three years the amount of the refund was prorated by the Service Contract Company to $215.25 When Southside recieved the refund back from the Service Contract Company Southside issued a cheque to the customer in the full refund amount. This cheque was issued and mailed to the customer on Aug 25 2016Southside Chrysler feels the customer was treated very fairly in this matter and after the customers decline of the goodwill offer to purchase a replacement vehicle at cost and the refund from the service contract issued to the customer we now consider this matter closed.