*** *** was in our dealership to discuss this matter with the Jeep Sales Manager, Tom and the General Manager, Ed R***. At that time, it was our understanding that the matter was resolved to *** *** satisfaction. We are currently reaching out to *** *** to request that he
formerly withdraw this complaint
We have been in contact with *** *** and he requested the monies he stated he didn't receive be sent to *** *** A check in the amount of $was issued to *** *** and mailed on July 16, 2015. A copy of the check is attached. We apologize to *** *** for the
delay in processing his check
Unfortunately, we were unable to supply *** *** a vehicle she had requested to do not being able to meet certain requirements or terms. Attached is an email from MrAl*** outlining the discussion he had with *** *** which resulted in profanity being used by *** ***. You
can read the details, as well as, the disclaimer for the vehicle they are referencing. We do everything possible to assist the customer to get into the vehicle of their choice, however, the terms need to be met for that to occur.?
The initial concern that brought the customer in on March 7, was that the front subframe had rust perforation. The technician inspected the vehicle and verified that the right front lower control arm anterior mounting bolt was no longer secured to the frame due to the excessive
rust. The vehicle has previously been subject to a recall, that provided for inspection and the application of a wax protectant to the front subframe. According to the *** Warranty Vehicle information report, that recall was performed at another facility on September 24, 2009. Due to the fact that this vehicle had been subject to this recall, Global *** advocated on behalf of the customer, despite the vehicle being nearly three years, and more that 50,miles beyond the factory warranty parameters. A prior authorization request (PA) was performed, and approved by *** to replace the front lower subframe and control arms. The concern the customer is currently experiencing appears to be from the drive axle. If the condition was not present before the vehicle was brought in, as claimed by the customer, then the condition may be resultant from when the control arm separated from the vehicle. When the advisor was made aware of this new concern on March 18, 2016, the technician determined that the shaking may be related to the wheel alignment. This service was performed again, at no charge to the customer but appears not to have rectified the concern At this point it was determined that the axle was the likely culprit. The advisor again attempted to advocate on behalf of the customer, and performed a PA request to replace the axle. The initial PA was declined, because at this point the vehicle was not at the dealership, but in possession of the customer. The advisor contacted the customer and made arrangements to have the customer return, so a PA request could again be processed, including required photos of updated mileage, and the axle in question. This PA was also declined by ***, with the rationale that the failure of the component was out of warranty by both time and mileage. It is therefore been determined that the responsibility to replace the axle would be on the customer and it is suggested that it be replaced as soon as they are able to do so. The dealer is unable to predict with any accuracy how long the axle will continue to function in its current state. The retail estimate to replace the axle with a Genuine *** part, including labor is $plus tax. Should the customer decide to make this repair, Global *** is prepared to offer a 10% discount, as well as provide day of alternate transportation at no charge, as a gesture of goodwill
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
As stated by *** ***, he did have his vehicle at Global for repairs unrelated to the radio. He did request us to look at the radio, which we did and the technician diagnosed the issue as needing a replacement. *** *** is stating that he took the vehicle somewhere else and had a fuse
replaced and with that the issue is corrected. We have provided a diagnostic at no charge for a noise concern as a goodwill courtesy, *** *** did decline the repair.We apologize for the issue with the radio, however, this was a misdiagnosis/human error, it was not done intentionally and *** *** was not charged so he incurred NO cost.We have apologized to *** *** for the misdiagnosis, we have provided a free service to him, in addition, there was no charge, however, once again we extend our apology for the error
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
*** *** was in our dealership to discuss this matter with the Jeep Sales Manager, Tom and the General Manager, Ed R***. At that time, it was our understanding that the matter was resolved to *** *** satisfaction. We are currently reaching out to *** *** to request that he
formerly withdraw this complaint
We have been in contact with *** *** and he requested the monies he stated he didn't receive be sent to *** *** A check in the amount of $was issued to *** *** and mailed on July 16, 2015. A copy of the check is attached. We apologize to *** *** for the
delay in processing his check
Unfortunately, we were unable to supply *** *** a vehicle she had requested to do not being able to meet certain requirements or terms. Attached is an email from MrAl*** outlining the discussion he had with *** *** which resulted in profanity being used by *** ***. You
can read the details, as well as, the disclaimer for the vehicle they are referencing. We do everything possible to assist the customer to get into the vehicle of their choice, however, the terms need to be met for that to occur.?
The initial concern that brought the customer in on March 7, was that the front subframe had rust perforation. The technician inspected the vehicle and verified that the right front lower control arm anterior mounting bolt was no longer secured to the frame due to the excessive
rust. The vehicle has previously been subject to a recall, that provided for inspection and the application of a wax protectant to the front subframe. According to the *** Warranty Vehicle information report, that recall was performed at another facility on September 24, 2009. Due to the fact that this vehicle had been subject to this recall, Global *** advocated on behalf of the customer, despite the vehicle being nearly three years, and more that 50,miles beyond the factory warranty parameters. A prior authorization request (PA) was performed, and approved by *** to replace the front lower subframe and control arms. The concern the customer is currently experiencing appears to be from the drive axle. If the condition was not present before the vehicle was brought in, as claimed by the customer, then the condition may be resultant from when the control arm separated from the vehicle. When the advisor was made aware of this new concern on March 18, 2016, the technician determined that the shaking may be related to the wheel alignment. This service was performed again, at no charge to the customer but appears not to have rectified the concern At this point it was determined that the axle was the likely culprit. The advisor again attempted to advocate on behalf of the customer, and performed a PA request to replace the axle. The initial PA was declined, because at this point the vehicle was not at the dealership, but in possession of the customer. The advisor contacted the customer and made arrangements to have the customer return, so a PA request could again be processed, including required photos of updated mileage, and the axle in question. This PA was also declined by ***, with the rationale that the failure of the component was out of warranty by both time and mileage. It is therefore been determined that the responsibility to replace the axle would be on the customer and it is suggested that it be replaced as soon as they are able to do so. The dealer is unable to predict with any accuracy how long the axle will continue to function in its current state. The retail estimate to replace the axle with a Genuine *** part, including labor is $plus tax. Should the customer decide to make this repair, Global *** is prepared to offer a 10% discount, as well as provide day of alternate transportation at no charge, as a gesture of goodwill
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
As stated by *** ***, he did have his vehicle at Global for repairs unrelated to the radio. He did request us to look at the radio, which we did and the technician diagnosed the issue as needing a replacement. *** *** is stating that he took the vehicle somewhere else and had a fuse
replaced and with that the issue is corrected. We have provided a diagnostic at no charge for a noise concern as a goodwill courtesy, *** *** did decline the repair.We apologize for the issue with the radio, however, this was a misdiagnosis/human error, it was not done intentionally and *** *** was not charged so he incurred NO cost.We have apologized to *** *** for the misdiagnosis, we have provided a free service to him, in addition, there was no charge, however, once again we extend our apology for the error
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***