Tacoma Dodge Chrysler Jeep Ram

Complaint: [redacted]I am rejecting this response because:
I went back Tacoma Dodge Chrysler two more times and made several calls advising them that headlights are not working, heater is not working and my my lighter is not working.  Tacoma Dodge Chrysler refused to help me in any way.  There management have no clue who is the real manager on duty they keep giving the phone to whoever passes by?  Who is head manager of Tacoma Dodge Chrysler? 
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:I am rejecting this response because:The vehicle is a safety concern, Jeep itself made many recalls pertaining to this 2014 make and model. 2. The vehicle was not only brought in there for the transmission but also for the brakes because my wife was in fear of driving the vehicle because of the jerking, delay and shaking while pressing the brake. 3. The vehicle was in fact a safety to everyone who had drove or rode passenger because of the consistent jerking motion that is damaging to the body. 4. The vehicle was also a safety issue that the dealership still has not fixed regarding the transmission that we were told by Micheal the case manager that was approved to be replaced. 5. The dealership personally chose to keep updating and repeating the same attempts to fix the vehicle that we are unsure if this caused ongoing problems with the vehicle. 6. The dealership personally chose to state they did many diagnosis along with many break inspections. I find this to false or fabricated  because the vehicle remains with the same concerns and the brakes and rotors they stated were good throughout all inspections are now needing to be replaced. 7. The dealership would tell us that we had to pay a deductible and the the vehicle would be repaired and that the transmission was going to be replaced after to attempts, this was false. They sent us home with the same unsafe, life threaten and body damaging problems. My wife had told Jerry that she felt as if they were not fixing truly was they stated and in her opinion they were incompetent of repairing the vehicle. Jerry was not happy about her opinion and stated the the mechanic was extremely qualified (in his words). Since my wife voiced her opinion; Dodge has refused to provide us with documentation that shows how they came to the conclusion about the brakes and rotors. Dodge has also failed to supply us with the requested documents  that show us what was the cause of the brakes and rotors to go from the thickness that they stated in the inspection in such a short time frame. Dodge stated that the vehicle was not a safety issue but if the vehicle was not brought in for the same ongoing problems; we would have not learned that the axle that was in fact the makers fault, was found. At the time the diagnosis for axle was made the vehicle had been in and out of their shop. The repair shop stated they drove the car many times and that they did not notice as certified/degrees as a mechanic. How is it that my wife who does not have a certification or degree as a mechanic diagnosed that it was the transmission and brakes based off of her concerns. How is it that the vehicle now has brake and rotor problems, when the vehicle has drove this same way since October 2016 and they told me I needed an alignment (alignment done at Sears). The complaint center even felt that the brakes and rotor need was questionable but stated it was up to the Manager what decision he wanted to make. The dealership is telling us to see the Lemon Law that should have been accomplished months ago; especially since the shop was unable to diagnosis or repair the Jeep properly and assuring that it was in fact safe as they stated. The dealership also told us that all repairs had to be done with Dodge in order to be under warranty and that we would lose warranties if another shop did repairs. 
Sincerely,
[redacted]

This is in regards to the complaint # [redacted] Mr. [redacted]
We have met in person with Mr. [redacted] and all issues have been resolved with the customer directly.
 
Wishing Mr. [redacted] all the best,
Steve C[redacted]
General Manager
Tacoma Dodge Chrysler Jeep RAM

Thank you for providing the additional comments.. at this time Tacoma Dodge Chrysler Jeep Ram considers this closed and complete.

Thank you for the opportunity to address the concern of [redacted] and the purchase of her vehicle from Tacoma Dodge Chrysler Jeep Ram. In her complaint Ms. [redacted] states that our Dealership caused her to have a bill for over $485.00 which was due to an estimated vehicle payoff on her...

trade-in vehicle. Ms. [redacted]’s payoff was in fact estimated as she purchased her vehicle on a holiday weekend. During the completion of her purchase with our Business Manager, Ms. [redacted] was given several documents that were signed by her and told verbally that her payoff was estimated. Due to the difference of her payoff Ms. [redacted] was required to pay the balance to satisfy the lien on her automobile as part of her contractual obligation. Had her vehicle payoff been overestimated that money would have been refunded to her not kept by our dealership.   Thank you for giving us an opportunity to explain our position in this matter.                                          ...⇄                                         ...⇄ Sincerely,                                   ...⇄                                         ...⇄ Steve C[redacted]                                  �...⇄ General Manager                                         ...⇄ Tacoma Dodge Chrysler Jeep Ram

Complaint: [redacted]I am rejecting this response because:
     I have spoken with the business, but have not yet come to an agreement on a resolution.  They have taken action which move us closer toward resolution.  We are still trying to finalize the details.
Sincerely,[redacted]

Thank you for the opportunity to address the concern of Mr. [redacted] and his 2010 Chrysler Town and Country. We discussed Mr. [redacted] concerns on July 12th, 2017, when he contacted our service department at Tacoma Dodge Chrysler Jeep Ram via phone. Mr. [redacted] is indicating that he is having...

concerns with the power steering on his Town and Country, as well as having a concern with the window not working properly. The attached documents provided with this response are the only two times that Mr. [redacted] has brought any concerns to our dealership since he bought his vehicle. The second of his two visits to our Dealership was in September of 2016 and approximately 16,000 miles ago.   Chrysler does provide a warranty on all replacement factory parts of 12,000 miles or 12 months, whichever comes first. Had Mr. [redacted] experienced any type of failure of these components, they would have been covered by a warranty for 12,000 miles, which unfortunately he has now exceeded by a significant margin. In addition, had Mr. [redacted] not been completely satisfied with the workmanship, or the parts were not replaced properly on his vehicle, we would have been more than willing to take accountability for “poor workmanship”. Lastly, the repairs performed in August/September of 2016 were covered and paid for by a service contract he had purchased from Enterprise, Mr. [redacted]’ out of pocket responsibility at that time was his agreed upon service contract deductible, but because of the current mileage on his vehicle, his service contract has now expired.   Thank you for giving us an opportunity to explain our position in this matter.                                            ...⇄                                         ...⇄ Sincerely,                                           ...⇄                                         ...⇄ Steve C[redacted]                                         ...⇄ General Manager                                         ...⇄ Tacoma Dodge Chrysler Jeep Ram

Thank you for providing us with the response from the customer regarding their 2014 Jeep Cherokee. As previously stated, we do not have discretion to apply lemon law coverage for this vehicle. It would be advisable that the customer contact the manufacturer of the vehicle directly to discuss any replacement or repurchase options. In regards to their ongoing concerns about the brakes or the transmission, if they are questioning the aptitude of our technical staff, we would encourage them to seek warranty coverage with another local Chrysler Jeep Dodge Ram service center. We have neither implied any warranty of merchantability, nor extended any additional warranties beyond those provided by the manufacturer. It is at the discretion of the consumer to decide if they want to have a non-certified Jeep dealership perform any non-warrantable repairs to their vehicle, with the understanding that the manufacturer does not extend any warranty for repairs not performed by a certified Jeep dealership. I would highly encourage the customer to select another Jeep dealership in the area if they are knowingly driving an unsafe vehicle, but do not trust Tacoma Dodge Chrysler Jeep Ram technicians to apply the correct and authorized repairs.

Thank you for the opportunity to address this concern with Ms. [redacted]-[redacted] and her 2013 Jeep Wrangler Unlimited. As stated in her complaint Ms. [redacted]’s vehicle was brought to our dealership on June 8, 2017 for a basic oil change service. There is no part of a basic oil change service...

or vehicle inspection that requires our dealership to remove any of the wheels or touch any of the vehicle wheel lug nuts. Ms. [redacted]-[redacted]’s vehicle was also equipped with a locking lug nut on each wheel which she shared with our Service Director when discussing her vehicles wheel coming off.  Vehicle wheel locks require a special key to remove the lug nuts and due to this we would have been required to communicate with Ms. [redacted]-[redacted] as to the specific location of the wheel lock key inside of her vehicle, this never occurred. In addition, there was no part of the requested or performed services that would have required our company to touch, loosen, or forget to tighten the lug nuts. (see attached repair invoice and vehicle inspection report).   Ms. [redacted]-[redacted] also states in her complaint that our dealership informed her “that we do not have the proper equipment to do the service” and “they actually send vehicles like mine to other locations to be properly maintained”. These statements are simply not true. Tacoma Dodge Chrysler Jeep Ram services a multitude of different vehicles including dump trucks, large contractor vehicles, Ram Trucks and Jeep Wranglers on a daily basis.   Thank you for giving us an opportunity to explain our position in this matter.                                           ...⇄                                         ...⇄ Sincerely,                                           ...⇄                                         ...⇄ Steve C[redacted]                                         ...⇄ General Manager                                         ...⇄ Tacoma Dodge Chrysler Jeep Ram

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:The information that I received is from one of the service manager Hubert Jetter. I have heard this from several people in the parts department as well. Let alone I have asked on multiple occasions to speak with the general manager and he has avoided me and has never returned phone calls when I have requested. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have the original paperwork for the dealership showing what the payoff that was called in as well as an detailed account balance of the old loan showing that the dealership did not call in the right number I have enclosed the proof that you called in the wrong payoff resulting in a bill of 485.00 
Sincerely,
[redacted]

Thank you for providing Tacoma Dodge Chrysler Jeep Ram with the opportunity to review this customer’s concerns. We concur with the general dates provided for the customers vehicle in respects to when the vehicle was brought to our dealership. On multiple occasions the customer has presented...

concerns with the quality of the shifting on their 2014 Jeep Cherokee. During the 11 month timespan of visits, we have performed several repairs or enhancements to ensure that the transmission is functioning as designed according to the repair procedures as outlined by the manufacturer.No significant safety concern were found on any of these repairs, nor were any safety concerns inspected and not repaired as necessary to comply with the factory warranty on this vehicle.   Tacoma Dodge Chrysler Jeep Ram has not, nor would imply any additional warranties beyond those provided by the manufacturer of the vehicle. Nor do we have the discretion to apply the lemon law for a vehicle exchange or repurchase. We recommend the customer refer to the provided pamphlet at the time they purchased the vehicle on the application of the Washington State Lemon Law. Thank you, Steve C[redacted]General Manager

Update as of 1/5/2016; We have met with Mr. [redacted], all issues have been addressed and accepted by him.
 
Regards,
Steve C[redacted]
Executive Manager
Tacoma Dodge Chrysler Jeep RAM

Complaint: [redacted]I am rejecting this response because:
As Mr. C[redacted] pointed out, we have had discussions and a proposal has been presented to me that is acceptable and we do have paperwork signed.  I do not feel this is resolved though.  Given the circumstances I cannot sign off on this as resolved until such time that I take ownership of the truck with all the items that were agreed upon in the purchase.
I asked about the time line of getting all of the work done.  The response to me was that when all funding and payoff has been done, they will schedule and move forward with the bed liner, rails, dvd and step sides.  At that time I will feel comfortable in signing off on this as resolved.
Sincerely,[redacted]

We are writing in response to the complaint filed by [redacted]. Tacoma Dodge Chrysler Jeep Ram has contacted Mr. [redacted] addressed his concerns and he is satisfied at this time.
 
Thank you,
 
Steve C[redacted]
General Manager

This is in response to Mr. [redacted] complaint dated 11/22/2015
 
Our Sales Manager; Phillip O[redacted] has taken care of finding a resolution to this complaint. We have spoken to Mr. [redacted] and will be helping him out with a few things on his new Truck.
Best Regards,
Steve...

C[redacted]
Executive Manager
Tacoma Dodge Chrysler Jeep RAM

Complaint: [redacted]I am rejecting this response because: I have that contract where you can see svery clearly that the price is 23,000 dollars and Mr. C[redacted]  said to me the payment of the car is $250.00 plus the payment for the loan that I had with One Main financial. If they agree to change the contract to $250.00 I'll be more than happy to pay that but at this point I can see that they (car dealer) keep been deshonest. I want to return that car. Thanks Revdex.com. Sincerely,[redacted]

I'm writing in response to the complaint filed by Mr. [redacted] [redacted] regarding the purchase of his Ram 1500. It is unfortunate that while in the process of getting his new vehicle ready for delivery our support staff accidently backed his new vehicle into another parked vehicle causing damage...

to the new vehicle. We offered Mr. [redacted] the option of buying 3 different vehicles all had higher costs for the same sales price of the damaged truck to make up for this unfortunate event. After Mr. [redacted] reviewed these options with our Sales Manager Phillip O[redacted], we were able replace the damaged tailgate on his origannly purchased vehicle and provided him with a credit to our Parts Department for his inconvenience. Mr. [redacted] seems to be satisfied at this time. If he should have any further questions or concerns he may contact me directly at [redacted] or by email at [redacted]@tacomadodge.com.

Thank you for providing us the additional information regarding this complaint. As stated in our previous response it is the customers responsibility to satisfy the lien on their automobile loan if the amount that was established was more than what was estimated. Had the customers vehicle payoff been overestimated would it have been acceptable for our dealership to keep that overestimation? No, we would not have refunded that amount to Ms. [redacted]. Our dealership provided documents to Ms. [redacted], which she signed that stated had the payoff been underestimated, she would be responsible to pay the difference or if the amount was overstated that we would refund that overestimation to her. We consider this matter closed at this time. Thank you, Steve C[redacted]General Manager