Stewart Chrysler Dodge Jeep Ram, Inc.

Your issue should be with the body shop and not the dealership Your vehicle was involved in an accident and was taken to Franks Auto Body to have the body work performed. This body shop was the one that brought the vehicle in and who we kept updated.Frank (from the body shop) requested we recalibrate the front collision camera because they had performed repairs on the vehicle body. He did not want us to perform an inspection, simply recalibrate the camera. Our technician had attempted this multiple times and the system would not allow us to perform the calibration, we performed the diagnosis for Frank at no additional charge and found the vehicle camera needed to be replaced and advised Frank of this. Frank took approx1-weeks to approve the repairs and by the time he had decided to move forward with the replacement, the part was not in the local warehouse and took an additional week to obtain itOnce the part arrived it took our technician multiple test drives in order to calibrate the system. Our service manager had contacted Frank to obtain permission from him to drive the vehicle as it took several hundred miles of driver and calibration adjustments for the system to complexly accept the new camera and for the system to work properly. Once the vehicle was ready Frank took several days before he picked up the vehicle. Additionally Frank told us that he placed you in a rental vehicle during the entire time the vehicle was being repaired at his facility and ours. Frank had advised us not to contact you regarding the vehicle only Frank because he was the one that brought the vehicle to us We did nothing wrong and although we feel horrible that these repairs took a while to complete, many of these issues were caused from the body shop and them not making quick decisions on what they wanted us to do

Our service manager has reached out to this customer numerous times and the customer has now taken his van to another dealership for warranty work His issues are with Chrysler not with our dealership Chrysler has never contacted us about this customers concerns which they would have if
a case was opened We follow chrysler's policy and procedure guidelines when working on a customers vehicle under the max care contract At this point the customer should contact Chrysler MVP to inquire about being reimbursed

Complaint: ***I am rejecting this response because: I still don't believe it should every take a authorized dealer of said make, a month to complete repairs! I understand that the camera is important safety equipment, but in terms of good business what was done for the customer on your behalf?! For this excessive repair time! I was out my vehicle, I had to uber my child around and figure out pick up and drop off solutions because of this! And now I find out you drove my car miles!!!!!! Which is also excessive! So again I ask when there are repair delays that would cause a customer to receive their vehicle this delays, what should you do?! In terms of good business what should you have done? And in terms of driving my vehicle (excessive) miles! What should you have done? One admit you aren't equipped to handle the situation in a timely manner and two in terms of good business make sure their is something done for the customer to remedy the situation and lastly, to keep your goodwill assure any/all customer that this will never happen again!!!!!
one thing I do know is I've taken my car for multiple repairs at mikes auto and not only is he customer service superb! But they also work with the customer to ensure a satisfied able outcome for both parties! Your business acumen is horrific and I would need go through this process again! I'm a parent and to not have my vehicle for that extended amount of time is absolutely assanine! Especially considering you are a Dodge dealership!!!!
Sincerely,*** ***

[redacted],
 
Thanks for the note.... I was away on vacation and had my service manager JP call you to discuss this situation in more detail.  Please let me know if the conversation that you had with** helped explain how the warranty works and you feel better about what you purchased. I...

apologize for any confusion we may have caused.  
 
Scott

We've already dealt with this customer and I forwarded his complaint on to our service manager 2 months ago which he handled.  His vehicle was brought to our dealership from a body shop in [redacted].  We never met the customer.  The vehicle was involved in an accident and...

we needed to help fix the camera that controls the adaptive cruise control automatic breaking function (important safety item).  There were a few issues that we had to deal with that delayed the vehicle from being finished in a timely manner.  First issues was getting the part from Chrysler took longer then it should have, the second issue was once the camera was installed we could not get it to calibrate properly.  We had to drive the vehicle 200 miles before this was completed.  If it's not calibrated properly then the safety features may not function properly.  We were on the phone with Chrysler, the body shop, and did discuss these issues with the customer.  Once we completed our part of the repair, the body shop took another 4 days to come pick the vehicle up after us calling them and letting them know it was done.  Not sure there was anything else that we could have done different.  Please let me know what else you need me to discuss with you or the customer.
 
Thanks,
 
[redacted]

Initial Business Response /* (1000, 5, 2015/07/09) */
[redacted]/[redacted],
I'm very sorry that we are having to communicate in this fashion. I discussed this situation with my service manager and he went through the previous repairs that were done on your vehicle and filled me in on all the details....


He said that your vehicle needs a cam sensor which we did not replace two years ago. We replaced a cylinder head. The fact that the vehicle is leaking oil does not mean that the cam sensor failed. There is no oil on the cam sensor, it did not fail because of this leak, it failed because it's an electrical part. The cam sensor is a known product failure and we replace them all the time on vehicles with this particular engine.
The oil leak is something completely different from any repairs that we had already done. He said that you claimed that the other shop that looked at your vehicle noticed an oil leak from the oil pressure switch. Our technician looked at it and said it was coming from the valve cover and not the oil pressure switch.
I'm sorry for your troubles that you are having with this vehicle. However this is a completely different issue then what the vehicle was originally brought in for and repaired. If I felt we did something wrong then I would be the first one to raise my hand a fix the problem. I do not feel that this is the case with this new concern.
Thanks for your time and I'm sorry for your new troubles.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
I sounds as though you are confused about a few things. Please let me clarify.
The valve cover gasket was replaced when your shop replaced the cylinder head two years ago. It only lasted for 12,000 miles.
It was your shop that told us last month, that the valve cover gasket needed to be replaced along with the cam sensors.
Your service manager [redacted], said he could not replace the cam sensors without replacing the valve cover gasket because it might leak on the sensors and damage them. I still have his message on my phone explaining this.
The sensors were damaged from the valve cover gasket leak which should have been done properly in the first place, 12,000 miles ago. You could see the sensor soaked in oil leaking from the valve cover.
The oil pressure switch was altogether another repair. Your shop diagnosed and replaced that switch, along with a hazard light switch, several months ago. You have all the records at your disposal. You should not be confused about the course of events.
Thank you,
D. [redacted]
Final Business Response /* (4000, 9, 2015/07/28) */
We have already dealt with this issue with BAR. No further comments needed. Customer was giving a discount for customer satisfaction of $400 dollars to do the needed repairs and he declined service.
Customer has not been charged any diagnosis for the last 2 visits to get the vehicle checked out.
Manufacture only covers the parts for 12 months, 12,000 miles and they declined to cover the parts after the 2 years.
Final Consumer Response /* (3000, 13, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted],
As I said in my prior statement, the valve cover gasket was replaced when the cylinder head was replaced 12,000 miles ago.
The valve cover gasket was leaking. The cam sensor was soaked in oil.
Your service manager said he could not replace the cam sensors without replacing the valve cover gasket because it might leak onto the sensors. I have still have his voice mail on my phone and will use it as evidence if this complaint goes to small claims court.
*. [redacted]