Ultra Care Service

Mr M [redacted] is in Alamogordo again today checking on progress We will communicate more info tomorrow

August 24, Revdex.com Serving New Mexico & Southwest Colorado Jefferson St NE Suite A Albuquerque, NM RE: Customer [redacted] / ID# [redacted] Dear [redacted] , Enclosed please find the documents that Ms [redacted] either signed or initialed stating that she understood what she was purchasingWe provided her with all the proper documents she needed in order for her to make the decision to purchase it or notThere was absolutely no deceit involvedThank you, Jack K**P.SPlease change the mailing address you have on file for Jack Key Motor Company to: [redacted]

We are sorry for the confusion and delay.? Your refund of 2,has been sent to you lien holder on 2/2/Rigo at the Alamogordo has been charged with getting your Jack and I believe he has contacted youAgain my apologies, if any thing comes up please let us know

We are sorry for the confusion and delay Your refund of 2,has been sent to you lien holder on 2/2/Rigo at the Alamogordo has been charged with getting your Jack and I believe he has contacted youAgain my apologies, if any thing comes up please let us know

I have tried to contact the customer times left messages and have not gotten a call backMs [redacted] Gap insurance is canceled and a refund of $we be sent to the lein holder which is Bank of The West.?

As we stated before there is nothing on the "we owe" that says Jack Key was going to replace the DVD system, the document was given on the last response.? at this time Jack key is not going to replace the DVD player

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 Regards, [redacted]

The customer's vehicle was brought to dealership for a leak (RO [redacted] ) and we were to check and adviseDealership identified leaks relative to the oil pan, rear main seal, and crank sealCustomer authorized repairs to resolve aforementioned issuesDealership repaired issues and customer took vehicle? Customer stated the day he picked up vehicle (for above repair), he wanted the left rear axle for an additional possible leak looked into and be advised what was neededDealership opened a new repair order (RO [redacted] ) and found substantial wear, metal shavings and leakage from area of concern, in addition to degraded fluid, worn ring and pinionShowed customer physically all pertinent issues and provided repair quoteAlso advised of danger associated with not performing all repairs quotedCustomer declined full repair quote and only directed dealership to replace the left rear axle bearing and associated seal? Customer took vehicle and returned on 7/28/17? (two days later) complaining about smelling burnt oil and leak in left rear axle wheel areaInspection found the newly replaced bearing was chewed up and broken apart causing considerable internal damages as referenced in RO [redacted] dated 7/28/? The following is the detailed account of what transpired on behalf of customer relative to the repair of stated issues above (Repair order [redacted] ): ? COMPLAINT: CUSTOMER STATES SMELLS BURNT OIL AND LEFT REAR AXLE IS LEAKING ? CAUSE: LEFT REAR WHEEL BEARING RECENTLY INSTALLED (RO [redacted] ) HAD BROKEN APART WHEN IN USE CAUSING STATED CONCERNSINSPECTION OF CONCERN AND DAMAGE INCURRED TO BE EXTENUATED BY CONTINUED DRIVING BY CUSTOMER? CORRECTION: THE FOLLOWING REPAIRS WERE PERFORMED AS GOODWILL BY DEALERSHIP AND ALL REPAIRS AND ASSOCIATED PARTS WAS TO CORRECT / RECTIFY DAMAGE REALIZED FROM BROKEN LEFT REAR WHEEL AXLE BEARING RECENTLY REPLACED? REPLACED REAR DRIVER SIDE REAR AXLE ASSY & ASSOCIATED LEFT REAR AXLE BEARING AND SEAL; INSTALLED USED LEFT REAR BACKING PLATE (PER CUSTOMER); INSTALLED NEW REAR BRAKE SHOES ON BOTH WHEELS AND A NEW WHEEL CYLINDER AND HARDWARE ON DRIVER SIDE REAR WHEEL ? BLED BRAKE SYSTEM AND FILLED REAR AXLE TO CORRECT LEVELINSTALLED LEFT REAR WHEEL AND TIRES ASSY AND TEST DROVE MILESREPAIRS RESOLVED CONCERNSTECH CONFIRMED NO LEAKSVEHICLE OPERATING AS DESIGNED? DEALERSHIP PAID ALL REPAIR EXPENSES FOR THIS REPAIR ORDER, TOTALLY $ ? NO CHARGES TO CUSTOMER AT ALLCUSTOMER ALSO RECEIVED THE COMPLIMENTARY USE OF A DEALERSHIP LOANER VEHICLES (HONDA CIVIC AND A DODGE DURANGO -AT NO COST - EACH OF THE THREE REPAIR ORDERS) - WHILE REPAIRS WERE PERFORMED / ACCOMPLISHED-- ? THIS WAS ENTIRELY A GOODWILL REPAIR BY THE DEALERSHIP -- ? THERE WAS NO FAULT FOUND WHATSOEVER FROM ANY CURRENT OR PREVIOUS REPAIRS PERFORMED BY DEALERSHIP? [redacted] CONCLUSION: ? Based on the dealership's extensive goodwill gestures and overall caring that was extended to our customer, and considering there was never any fault by dealership associated with this vehicle's issues, we feel that any other compensation, of any kind, is completely unjustified and is respecfully declined? ? [redacted] ? ? Matt L [redacted] Service Manager Jack Key Chrysler Jeep Dodge Ram | Honda Alamogordo, NM Mobile: ###-###-####

August 24, Revdex.com Serving New Mexico & Southwest Colorado Jefferson St NE Suite A Albuquerque, NM RE: Customer [redacted] * [redacted] / ID# [redacted] Dear [redacted] , Enclosed please find the documents that Ms [redacted] either signed or initialed stating that she understood what she was purchasingWe provided her with all the proper documents she needed in order for her to make the decision to purchase it or notThere was absolutely no deceit involvedThank you, Jack K**P.SPlease change the mailing address you have on file for Jack Key Motor Company to: [redacted]

Complaint: [redacted] I am rejecting this response because: / [redacted] Style Definitions */ I appreciate the offer that is on the table but I feel I have to declineAt this point it is a culmination of events that has disturbed me the mostWhen I first dropped off the truck and it was diagnosed, I asked for the work to be done and it took over weeks to startI had to call to find out if it was done only to find that the work had not even startedThis led me to having to rent a car for over a monthWhen I finally did get the truck back, I was assured it was fixedLess than a week later the check engine light is back on and a couple of days after that the truck is a paperweight in the apartment parking lotSince I did not get my parts, I have no evidence that any work was doneThe refusal to return the parts requested is in violation of New Mexico’s Unfair Trade Practices Act, N.M.S.A§57-12-Since I do not know if the work was actually done, I cannot reasonably be assured that the problem that I am now experiencing is not the original problem and the work that was supposedly done was not necessaryAll I have is the shop’s word and since I no longer trust the shop I would respectfully request a refund so I can spend that money on a shop that will actually get the truck working properlyI also find it somewhat discouraging that when I brought the truck back, all I was told is that the Osensors we gone and I needed to come out of pocket another almost $At that point, I would have had to shell out almost $How am I to not think that the shop is just running up a bill? I also find it disturbing that the shop cleared the code and I was told it was safe to driveIf it was safe to drive then why did it die days later? Another issue is that I have had to initiate almost all conversations to see if anything had progressedMany times I got the run around and pass the phone call to someone else and even hung up onI cannot say the customer service has been stellar Even now after talking to a representative of the shop who made me the offer to which I gave a counter offer, I was told he would have to talk to management about the requestThree working days later, I still have heard nothingI’m not sure if this was just a fulfilling a going through the motions or notI personally am feeling a bit ripped off and it makes me question if the entire organization is the same or is this an isolated incidentFinally, it was not until I went to the Revdex.com that an offer was madeConsidering the history of this transaction, I would have thought it should not have had to come to this for something to be doneIf this cannot be solved through this medium, then I am prepared to take greater legal recourse Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

I apologize for the long wait on this issue We are trying to find the correct parts to repair this vehicle We have found the correct bracketing for the rear of the transmission, but the rear speedometer gear does not fit right, due to part design changes Since these parts are not produced by Chrysler anymore, we are trying online sources and aftermarket parts Unfortunately, all the parts we are receiving are incorrect We will be contacting some transmission specialty shops tomorrow and we will have more answers shortly

Complaint: [redacted] I am rejecting this response because: I appreciate the offer that is on the table but I feel I have to declineAt this point it is a culmination of events that has disturbed me the mostWhen I first dropped off the truck and it was diagnosed, I asked for the work to be done and it took over weeks to startI had to call to find out if it was done only to find that the work had not even startedThis led me to having to rent a car for over a monthWhen I finally did get the truck back, I was assured it was fixedLess than a week later the check engine light is back on and a couple of days after that the truck is a paperweight in the apartment parking lotSince I did not get my parts, I have no evidence that any work was doneThe refusal to return the parts requested is in violation of New Mexico’s Unfair Trade Practices Act, N.M.S.A§57-12-Since I do not know if the work was actually done, I cannot reasonably be assured that the problem that I am now experiencing is not the original problem and the work that was supposedly done was not necessaryAll I have is the shop’s word and since I no longer trust the shop I would respectfully request a refund so I can spend that money on a shop that will actually get the truck working properlyI also find it somewhat discouraging that when I brought the truck back, all I was told is that the Osensors we gone and I needed to come out of pocket another almost $At that point, I would have had to shell out almost $How am I to not think that the shop is just running up a bill? I also find it disturbing that the shop cleared the code and I was told it was safe to driveIf it was safe to drive then why did it die days later? Another issue is that I have had to initiate almost all conversations to see if anything had progressedMany times I got the run around and pass the phone call to someone else and even hung up onI cannot say the customer service has been stellar Even now after talking to a representative of the shop who made me the offer to which I gave a counter offer, I was told he would have to talk to management about the requestThree working days later, I still have heard nothingI’m not sure if this was just a fulfilling a going through the motions or notI personally am feeling a bit ripped off and it makes me question if the entire organization is the same or is this an isolated incidentFinally, it was not until I went to the Revdex.com that an offer was madeConsidering the history of this transaction, I would have thought it should not have had to come to this for something to be doneIf this cannot be solved through this medium, then I am prepared to take greater legal recourse Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Attached is a copy of a document that is called a "we owe", this document is in every car deal and if something is owed to a customer at the time of sale it is documented on this form In this particular case nothing was owedMrJack K [redacted] called Mr [redacted] on 3/7/at 9:25am to let him know that we received the complaint and we are going to request his file that is kept at an off site locationAs of 3/8/MrJack K [redacted] has not received a return phone call from Mr [redacted] So at this point we will not be paying for a new DVD player based on the "we owe" document that was signed by Mr [redacted]

The cancelation was sent out last week it should already be at bank of the westplease let me know if you need anything elsethank you

We are sorry you had an unpleasant experience and for any misunderstandingWe will respect your wishes for no further contact If you change your mind and would be open to discuss this in more detail so we could better identify what went wrong it would help us identify what we need to correct for all our customersA large part of our business is repeat and referral and we would like to keep it that way Either way please accept our apologies

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

We have test driven with Mr [redacted] and we have ordered some parts to repair the shifting issues that are present. We will work with Mr [redacted] to repair this issue as soon as possible

Complaint: [redacted] I am rejecting this response because:In the months, (six months!!) my van has been with Jack Key of Alamogordo, I have been presented with one excuse after another Still, there is no direct answer as to where the first replaced transmission had been shipped to and who shipped it, etc the parts in question were negligently left attached to this transmission that is now nowhere to be found I find it hard to believe that Mopar Parts Incwould allow such a travesty to occur, in the first place, tarnishing their name and putting their dealerships in such a quandary.So here my family and I are, continuing to miss out on the memory building opportunities that would have been provided had we our van returned in a reasonable amount of time We've had to come out of pocket over $dollars in lodging costs that would not have had to happen if our van was repaired correctly an timely Manner A comparable rv to rent is $per day and cents per mile In the past months, we've traveled days and over miles to attend funerals and our son's swim meets This 'inconvenience' is taking a monetary and emotional toll on my family and I Not to mention the uncertainty that something else will go wrong due to the vehicle sitting outside for so long I expect to have my van returned to me, in full working order, with all warranty, and parts source documentation by Friday, October This has taken far too long Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

On Mr [redacted] 's vehicle, he arrived with a misfire on cylinder at all times, (idle, cruise, and all speeds) performed compression test on cylinder found that cylinder is around 60psi should be from 160-175psi, and determined that valves are not seating correctly causing loss of compression The driver side cylinder head needed replacementMr [redacted] approved the work, so we installed a new cylinder head as requested and test drove vehicle around miles, with no check engine light returned, and no misfire seen with scan tool He took the vehicle after we determined the repair corrected the issue Mr [redacted] returned later with the check engine light that came back on Our technician checked out the vehicle to find a fuel trim issue After some testing of several sensors it was determined that we have an issue with the oxygen sensors The vehicle drove long enough on a bad head that it fouled the sensors Having such low compression on cylinder was causing such a bad misfire, that excess amount of raw fuel escaped the combustion chamber and the fuel fouled the sensorsWe have reached out to Mr [redacted] and offered to check the vehicle for the not starting condition, that the vehicle is currently having This was not an issue before and we would check it out at no charge We also offered to tow it to our shop at our expense and replace the affected oxygen sensors, at our expense as well We believe this is a reasonable offer since it is related to the original concern, but did not show up until after the vehicle was picked up