Susquehanna Chrysler Dodge Jeep Ram

[redacted] was provided contact information for our Sales Manager, Kyle D [redacted] to explore the opportunities to trade her vehicle To ensure that Kyle recognizes the situation, [redacted] was asked to provide a copy of the August 31, letter from Susquehanna Auto Inc.Damian ** W [redacted] Vice President / Dealer OperatorSusquehanna Chrysler Dodge Jeep Ram

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Had your service department listened to me when I made the 1st appt there would have been no need for appointments and 3!!!I told your service dept that [redacted] said it was the PCM and my online research pointed to the PCM With one of the symptoms being that I unhooked the battery different times and the problem would temporarily "fix" itself, which Jarod said was "coincidental" Your competitor Dodge dealership LISTENED to my concerns and replaced the PCM # [redacted] with PCM# [redacted] They fixed the problem in 1/hr while I waited with a 3pm appt! As for your statement of no work order being written up for the 3rd visitNo matter what your juveniles at your service department tell you, the appointment is DOCUMENTED by CHRYSLER - JEEP CUSTOMER CARE because THEY set up the appointment days prior, for Monday, July @ 3:pm If your service department failed to follow procedure, that is something YOU need to address As for the valve body being least expensive - WRONG AGAIN!$for your valve body "fix"$for your competitor's PCM FIX.Now I ask, which is cheaper???As for "Susquehanna Chrysler Dodge Jeep Ram going "over and above" by offering the labor to install the PCM is a joke for a Jeep Wrangler!!!It consists of screws and plugsIts harder to change a tire...My original complaint stands, however, I will never return to Susquehanna Dodge Regards, [redacted] ***

The customers [redacted] was in for a pinion seal replacement on 4/27/with 77,milesDuring that repair visit we had noted during our multi-point inspection that the front pinion seal was leaking fluid out of the differentialThe vehicle had been in again on 8/04/with miles for needed maintenanceDuring this maintenance repair, our dealership performed a multi-point vehicle inspectionAt that time there were no visual signs noted during the Multi-Point inspection indicating the previous repair had failedThe pinion seal that was repaired months prior was not leaking and the customer had not made any mention of noiseThe next customer visit was on 1/09/with milesIt had come in specifically for the noise being reported while in 4wdOur technician reviewed the customer concern and determined the noise was internal in the differentialThe pinion seal was not leaking and nor was there any play in the pinion bearing which would be a possible indicator of improper workmanship on our partAfter reviewing the technicians findings, it had been determined the current customer concern was due to an internal failure of the differential and was not a result of the repair made previously by Susquehanna AutoThat information was communicated to the customer and to FCADue to our research and findings upon reviewing the vehicle, Susquehanna Auto feels strongly that the failure was not due to workmanship and is not willing to reimburse the customer

Vehicle was brought in on 3/22/The customer had come inside to check the vehicle in for their scheduled appointmentThe service advisor had gone out to the car to check the vehicle in for service when he noticed he was unable to shut the doorThe service advisor had gone back to see the customer inside and inform them about the issue he was having with the doorThe customer had gone out with the service advisor and informed the service advisor that the door cannot be opened completely or it gets stuck like thisCustomer had been aware of this issue with the door for two years and was able to get the door to shut using a tool Later the technician had a similar occurrence with the door and was not able to get it shutThe original issue with the door hinge had worsened and allowed the position of the door to shift, causing the damage the customer is referencingSince the issue was the result of the broken hinge, which was an issue prior the vehicle coming to the dealership, is why we will not be taking any responsibility for the consequential damage that had occurred.? This information was discussed with the customer at time of vehicle pick-up? Unfortunately, the explanation and reasoning was not acceptable to the customer? We try very hard to conduct business the right way? We will continue to make every reasonable effort to satisfy our customers

[redacted] was provided contact information for our Sales Manager, Kyle D [redacted] to explore the opportunities to trade her vehicle.? To ensure that Kyle recognizes the situation, [redacted] was asked to provide a copy of the August 31, letter from Susquehanna Auto Inc.Damian **? W [redacted] Vice President / Dealer OperatorSusquehanna Chrysler Dodge Jeep Ram

To whom it may concern: We had immediately committed to reimbursement for a lost key However, our processes and people failed to follow through on that commitment There are no valid excuses The reimbursement and apology has been mailed to *** [redacted] Damian *W [redacted] Vice President / General Manager Susquehanna Auto Inc

To Whom It May Concern:It is always our goal that our customers are satisfied with their purchases and interactions at our dealership Concerning this issue, there is no resolution at this point Written correspondence is occurring, and we have requested additional documentation from the customer We will update when a final determination is made.Damian SW [redacted] Vice President / Dealer OperatorSusquehanna Chrysler Dodge Jeep Ram

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] ? Complaint: [redacted] I am rejecting this response because: The condition of the hinge, which never caused any problems to previous mechanics, has absolutely nothing to do with the damage to door and fender, which is solely caused by brute force being applied by an incompetent service person through wedging an inproper tool, possibly a screwdriver or tire iron, between door and fenderThe car was brought in with no damage to the body, and I expected to get it back that way.If the condition of the hinge got worse when being operated by the mechanic, it is due to the careless and respectles handling of my vehicle by said mechanic,which again is responsibility of the dealership he works forI want this business to take responsibility for the damage they caused, if they want to be called a reputable car dealership and service station? Regards, [redacted]

VIN: [redacted] Customer: [redacted] Summary: According to the letter sent to us from Revdex.com, the vehicle was in for a shifting concern on June 23rd, 2015, again on June 26th, 2015, and lastly on July 20th, First Repair Order – 6/23/15: Vehicle came in for a shifting concern Technician could not reproduce the concern but found there was a shift enhancement software update for the PCMPerformed Flash and returned vehicle to customerService Manager drove with customer after software flash to verify if the customer could reproduce the concern he was describingCustomer was not able to reproduce the concernVehicle then leftCustomer was charged minimum diagnostic fee Second Repair Order – 6/26/15: Vehicle returnedCustomer stated concern is still thereBrought vehicle back in for us to verify and continue our diagnosisTechnician was only able to detect minor shift concern from 1st to 2nd gear onceThere were no diagnostic trouble codes and the issue did not reappearTechnician was not able to reproduce and continue to diagnose the concernTechnician informed service advisor Jarod that it’s possible it could be a valve body or internal transmission concernJarod relayed that information to the customer about what the technician believes it could beJarod suggested valve body as it was a cheaper repairCustomer is stating that Jarod said if we were wrong we would not charge the customerThat is not the case and was not saidTechnician was not certain what would fix the concern since he was only able to duplicate a slight harsh shift onceWe would not back a repair without a confirmed diagnosisCustomer is responsible for the valve body replacement on this repairTechnician or the service manager was not able to reproduce the concern after the repair either Third Repair Order– 7/20/15: There was never a repair order generated for this dateCustomer left vehicle sit overnight and came in on Monday to test drive with service managerCustomer was able to reproduce the concern twice with service managerService manager asked if it was ok to keep vehicle at the dealership for further diag and research with Chrysler’s technical support teamService manager stated he would not charge the customer for any more time and offered to replace the PCM for no labor charge and just parts costCustomer declined offer and took vehicle with himService Manager offered the no additional labor charge as a gesture in an attempt to smooth things over for the customer satisfaction issueSusquehanna Chrysler Dodge Jeep Ram tries very hard to satisfy customers We went over and above to try to address and satisfy [redacted] ***'s concerns and were mistreated in response We will continue to place customer satisfaction as the keystone to a successful businessIf you have any farther questions, please contact me by email at [redacted] @susqauto.com.Sincerely,Damian *W [redacted] Vice President / General ManagerSusquehanna Auto Inc

To whom it may concern:We had immediately committed to reimbursement for a lost key However, our processes and people failed to follow through on that commitment There are no valid excuses The reimbursement and apology has been mailed to [redacted] Damian *W [redacted] Vice President / General ManagerSusquehanna Auto Inc

[redacted] brought her vehicle in on January 25th, for a transmission concern, oil change and an oil leakThe repair order number was [redacted] The technician diagnosed the concern as an internal transmission failure that was creating the issueTechnicians’ notes on the repair order are as follows: “Started and road tested cold, the transmission will drop out of gear, slip and just shift badlypulled in and checked the fluid, it is low, black in color, smells burnt, and has debris on the stickScanned the controllers, the PCM has fault codes # [redacted] - Loss of Hydraulic Pump Prime, # [redacted] - Manifold Tuning Valve Control PerformanceWith the transmission fluid being low it will set code #There is no external trans fluid leakFilled out a TRANS DIAG SHEET, both the UD & DC CVI's are out of their indexesThere is internal damage to the trans and it will need to be removed and rebuilt or replaced with a reman unitFor code #With the scan tool, Cleared DTCs in the Powertrain Control Module (PCM), used the scan tool, actuate the MTV Solenoid Control StateThe code did not return active at this time.” Informed [redacted] that until the transmission is disassembled, we can not provide and exact quote, however, a worst case scenario would be $for a new transmission [redacted] declined all work on the transmission and picked up the vehicle on February 2, Since that date, Customer’s only contact with us was about months later on 8/30/ At that time she stated that another facility stated the only problem with the transmission was the fluid being low, and demanded a refund of her diagnostic charge from February Our Service Manager, Ryan S [redacted] explained that we had noted that the fluid is low on the paper work back in January, and that topping off the bad fluid will just be masking the issue with your transmissionThe technician’s notes indicate that there is wear occurring internally in the transmissionTechnicians finding of debris on stick, black transmission fluid, and out of spec CVI (clutch Volume Index) are all symptoms of internal transmission failure We stand by our original, well documented diagnosis and will not be providing a refundSusquehanna works hard at providing a high quality mechanical service and doing business the right way We believe strongly that we succeeded in this instance

To whom it may concern:We had immediately committed to reimbursement for a lost key However, our processes and people failed to follow through on that commitment There are no valid excuses The reimbursement and apology has been mailed to *** ***Damian *W***Vice
President / General ManagerSusquehanna Auto Inc

*** *** brought her vehicle in on January 25th, for a transmission concern, oil change and an oil leakThe repair order number was ***The technician diagnosed the concern as an internal transmission failure that was creating the issueTechnicians’ notes on the repair order are as
follows: “Started and road tested cold, the transmission will drop out of gear, slip and just shift badlypulled in and checked the fluid, it is low, black in color, smells burnt, and has debris on the stickScanned the controllers, the PCM has fault codes #*** - Loss of Hydraulic Pump Prime, #*** - Manifold Tuning Valve Control PerformanceWith the transmission fluid being low it will set code #There is no external trans fluid leakFilled out a TRANS DIAG SHEET, both the UD & DC CVI's are out of their indexesThere is internal damage to the trans and it will need to be removed and rebuilt or replaced with a reman unitFor code #With the scan tool, Cleared DTCs in the Powertrain Control Module (PCM), used the scan tool, actuate the MTV Solenoid Control StateThe code did not return active at this time.” Informed *** *** that until the transmission is disassembled, we can not provide and exact quote, however, a worst case scenario would be $for a new transmission. *** *** declined all work on the transmission and picked up the vehicle on February 2, Since that date, Customer’s only contact with us was about months later on 8/30/2016. At that time she stated that another facility stated the only problem with the transmission was the fluid being low, and demanded a refund of her diagnostic charge from February Our Service Manager, Ryan S*** explained that we had noted that the fluid is low on the paper work back in January, and that topping off the bad fluid will just be masking the issue with your transmissionThe technician’s notes indicate that there is wear occurring internally in the transmissionTechnicians finding of debris on stick, black transmission fluid, and out of spec CVI (clutch Volume Index) are all symptoms of internal transmission failure. We stand by our original, well documented diagnosis and will not be providing a refundSusquehanna works hard at providing a high quality mechanical service and doing business the right way. We believe strongly that we succeeded in this instance.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I will be in contact with the sales manager
Regards,
*** ***

After reviewing our documents, it is determined that while the vehicle was in for repairs, the technician had installed quarts of automatic transmission fluid indicated on the customers repair documentsThe particular transmission requires a max fill of quartsOnly quarts was added
because there will be fluid that remains in the torque converter during the repair we performed What the customer is describing as the vehicle concern after the valve body replacement was also determined to be operation under that customers described extreme driving situationThe customer had duplicated the concern by suddenly applying the brakes in effort to have the vehicle come to a complete stopWe had discussed with the customer that the transmission under that extreme circumstance is unable to quickly and smoothly shift to the appropriate gearingThe vehicle had not exhibited a shift concern under any other driving circumstanceOur review of the situation did not reveal any errors in repair or misdiagnosis, and therefore we decline to reimburse *** *** and expense incurred at another facility.Damian ** W***Dealer PrincipleSusquehanna Auto Inc

Vehicle was brought in on 3/22/The customer had come inside to check the vehicle in for their scheduled appointmentThe service advisor had gone out to the car to check the vehicle in for service when he noticed he was unable to shut the doorThe service advisor had gone back to see the
customer inside and inform them about the issue he was having with the doorThe customer had gone out with the service advisor and informed the service advisor that the door cannot be opened completely or it gets stuck like thisCustomer had been aware of this issue with the door for two years and was able to get the door to shut using a toolLater the technician had a similar occurrence with the door and was not able to get it shutThe original issue with the door hinge had worsened and allowed the position of the door to shift, causing the damage the customer is referencingSince the issue was the result of the broken hinge, which was an issue prior the vehicle coming to the dealership, is why we will not be taking any responsibility for the consequential damage that had occurred. This information was discussed with the customer at time of vehicle pick-up Unfortunately, the explanation and reasoning was not acceptable to the customer We try very hard to conduct business the right way We will continue to make every reasonable effort to satisfy our customers

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Susquehanna Dodge has a history of deniabilityBased on their response it seems as though they did not even read my original complaint, or decided to completely disregarded it. Instead they chose to explain it away by using inconclusive means, the fact remains that they never inspected the rear differential. These facts of my complaint still stand: The pinion seal was improperly replaced, that is a fact. I have documentation to back that up, as well as a certified technician who will testify under oath that the repair was not done per procedure.This negligence by Susquehanna Dodge has cost me substantial time and money. I was hoping they would resolve this through the Revdex.com. However, I can see that they choose to follow a proven history of denialIt is extremely unfortunate that they will not accept the facts and make this rightI understand that my case is strong, and well proven/documented and for that reason am prepared to turn it over to the PA state attorney general. Regards,
*** ***

Vehicle was brought in on 3/22/The customer had come inside to check the vehicle in for their scheduled appointmentThe service advisor had gone out to the car to check the vehicle in for service when he noticed he was unable to shut the doorThe service advisor had gone back to see the
customer inside and inform them about the issue he was having with the doorThe customer had gone out with the service advisor and informed the service advisor that the door cannot be opened completely or it gets stuck like thisCustomer had been aware of this issue with the door for two years and was able to get the door to shut using a tool Later the technician had a similar occurrence with the door and was not able to get it shutThe original issue with the door hinge had worsened and allowed the position of the door to shift, causing the damage the customer is referencingSince the issue was the result of the broken hinge, which was an issue prior the vehicle coming to the dealership, is why we will not be taking any responsibility for the consequential damage that had occurred. This information was discussed with the customer at time of vehicle pick-up Unfortunately, the explanation and reasoning was not acceptable to the customer We try very hard to conduct business the right way We will continue to make every reasonable effort to satisfy our customers

The customers *** was in for a pinion seal replacement on 4/27/with 77,milesDuring that repair visit we had noted during our multi-point inspection that the front pinion seal was leaking fluid out of the differentialThe vehicle had been in again on 8/04/with miles
for needed maintenanceDuring this maintenance repair, our dealership performed a multi-point vehicle inspectionAt that time there were no visual signs noted during the Multi-Point inspection indicating the previous repair had failedThe pinion seal that was repaired months prior was not leaking and the customer had not made any mention of noiseThe next customer visit was on 1/09/with milesIt had come in specifically for the noise being reported while in 4wdOur technician reviewed the customer concern and determined the noise was internal in the differentialThe pinion seal was not leaking and nor was there any play in the pinion bearing which would be a possible indicator of improper workmanship on our partAfter reviewing the technicians findings, it had been determined the current customer concern was due to an internal failure of the differential and was not a result of the repair made previously by Susquehanna AutoThat information was communicated to the customer and to FCADue to our research and findings upon reviewing the vehicle, Susquehanna Auto feels strongly that the failure was not due to workmanship and is not willing to reimburse the customer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Susquehanna Dodge has a history of deniabilityBased on their response it seems as though they did not even read my original complaint, or decided to completely disregarded it. Instead they chose to explain it away by using inconclusive means, the fact remains that they never inspected the rear differential. These facts of my complaint still stand: The pinion seal was improperly replaced, that is a fact. I have documentation to back that up, as well as a certified technician who will testify under oath that the repair was not done per procedure.This negligence by Susquehanna Dodge has cost me substantial time and money. I was hoping they would resolve this through the Revdex.com. However, I can see that they choose to follow a proven history of denialIt is extremely unfortunate that they will not accept the facts and make this rightI understand that my case is strong, and well proven/documented and for that reason am prepared to turn it over to the PA state attorney general. Regards,
*** ***