Ultra Care Service

[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,
*** ***

There has been a communication problem about the shift points that I believe has been resolved

Revdex.com:
I have reviewed the response made by the business
in reference to complaint ID ***, and find that this resolution is satisfactory to meI did not contact the business as it was advised in the email you sent to not communicate with them
Regards,
*** ***

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** called Mr*** 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** has not received a return phone call from Mr***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***

I have spoken to Mr*** about the issues with the truck. The truck has not been diagnosed at our shop since he has not brought the vehicle in for service, after this issue developed. We looked into our sales records and Mr*** did not purchase an extended warranty.
I asked him about this and he did mention that he was in a hurry to get out of the dealership when he purchased the vehicle, so he declined any and all warranties. We gave him a day warranty, which is standard on all our used vehicles, because we understand that problems might come up after purchasing a used vehicle. An issue did arise and we took care of it without a problem, and Mr*** was not charged anything to repair the vehicle. Most dealerships do not offer any type of warranty or help, since they sell vehicles AS IS. Now, months later another issue has come up and he blames our inspection process for not catching this issue. We inspected the vehicle and no transmission issue was detected during the used vehicle check. There is no way for our technicians to know what issues will come up four months after they inspect a vehicle, this is why we offer extended warranties to all our customers who purchase new or used. I did offer Mr*** assistance in trading in his vehicle if he would like to trade in for another. He mentioned he liked this truck and did not want to trade it in. I could offer some repair assistance, but we need to bring the vehicle in for a proper diagnosis. We could offer him employee pricing for the parts and labor to repair the truck. Employee pricing is half of our labor rate per hour to repair and parts pricing at 20% above cost. This is the best pricing that we can offer, since we will not be paying for the repair. We believe both offers are very generous and hope Mr*** will understand our desire to help. Thank you for your time.Ivan M***Service DirectorJack Key Motors

We have reviewed all the information we have about this issue and we have determined that the core for the cylinder head was returned to Chrysler, so we could not provide it to him. This core was charged and credit given to Mr***, on the repair order, but the part had been returned to Chrysler by the time he came in to pick the vehicle upIt is operating procedure to return a part that has a core charge, to the manufacturer. It is our understanding that the customer was advised that we had a heavy work load when he dropped off the vehicle. Delays in the approval process and payment delay also added to how long it took to repair this vehicle. It was our understanding that Mr*** was trying to get his company to pay for the repairs. He was also out of town for some time and it took several weeks for him to pick up the vehicle even after it was completed. Our offer is to repair the consequential damage from the initial cylinder head failure. It is mostly a goodwill gesture on the part of Jack Key and not a failure on our parts, or diagnostic. The original repair fixed the problem, but the soot and byproducts released by the incorrect burning of the fuel mixture, caused damage to the oxygen sensors. Mr*** complains that he has another issue with the vehicle not starting up now. Without a proper diagnostic, we cannot determine if this is related to the previous repairs or not. We have offered to tow the vehicle into our shop and diagnose this at our cost as well10/28/Repair Order ***…$Customer dropped off truck October 28th, for a check engine light concernJesus (tech) diagnosed the concern to be low compression in cylinder and determined the driver side head required replacementCustomer emailed Brandon on Novemeber 6th with an okay to start the work and we were requested to provide a letter quote with invoice data so he could submit that to his company for subsequent payment of the repairWhen the parts arrived work commenced to remove and replace the head in question, and all associated reassembly parts and hardwareIt was also recommended the spark plugs be replaced as well but customer declinedAn oil and filter change was also performed at this time as wellTechnician verified repair resolved concernVehicle was running per design and check engine light was now offNo other visible concerns or issues were presentThe head core (the actual orignal head removed) was returned to parts department to send back to Chrysler (see attachment)As an aside, if the core wasn't returned the customer would have been required to pay an additional $At no time ever di the customer request any parts/items be returned to himWhile the vehicle was in our shop, customer had left town (Oklahoma) just prior to Thanksgiving… for approximately weeks or so, and never responded to any of our calls notifying him the vehicle was ready for pick up We were actually getting concerned something had happened to him and he wasn't returning for the vehicleHe finally contacted us via email on February 6th, He arrived in mid February, 2016 to pick up his vehicle and pay the invoice2/23/Repair Order ***… $Customer dropped off truck with a check engine light concernTyrel (tech) diagnosed concern and found a misfire that followed through when he swapped the "sensors"He determined and concluded that the sensors were failing, due to being fouled - a result of driving vehicle for extended time with bad engine headCustomer declined repair and took vehicle.In closing, our offer to bring the vehicle in and check it, as well as replace the faulty oxygen sensors still standsIvan M*** Service Director Jack Key Motors ###-###-####

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

The customer's vehicle was brought to dealership for a leak (RO ***) 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 ***) 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 *** 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 ***): COMPLAINT: CUSTOMER STATES SMELLS BURNT OIL AND LEFT REAR AXLE IS LEAKING CAUSE: LEFT REAR WHEEL BEARING RECENTLY INSTALLED (RO ***) 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 *** 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 *** Matt L*** 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 *** *** / ID#*** Dear ***, Enclosed please find the documents that Ms*** 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: *** *** *** *** *** *** ** *** ***

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

I will follow up with the repair process this morning with Donald. We will work to resolve this issue promptly. I apologize for the inconvenience. I will contact our customer this morning also

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

We have completed the necessary replacement of the transmission under the remanufactured transmission limited warranty. Due to extended time the vehicle was in our possession, the vehicle battery failed and we have also installed a new battery at our cost. Mr*** has picked up the vehicle from our facility. I have spoken to Mr*** to follow up on the repair today, 10/26/15. I have attached a copy of the Mopar warranty sheet. Thank you, Ivan M***Service Director###-###-####

We are sorry for the delay and problems.at this time I believe we have provided all necessary paper work to resolve the registrationOnce again our apologizes

The customer's vehicle was brought to dealership for a leak (RO ***) 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 ***) 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 *** 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 ***): ? COMPLAINT: CUSTOMER STATES SMELLS BURNT OIL AND LEFT REAR AXLE IS LEAKING ? CAUSE: LEFT REAR WHEEL BEARING RECENTLY INSTALLED (RO ***) 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? *** 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? ? *** ? ? Matt L*** Service Manager Jack Key Chrysler Jeep Dodge Ram | Honda Alamogordo, NM Mobile: ###-###-####

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: ***
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,
*** *** [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]

AS of today we believe we have found all parts except one necessary to repair the vanThat part should be here tomorrowWe will respond again in a couple of days with more informationWe are sorry for the delay and will review all issues when we have finished?

we ordered a key today after talking to the customer and have offered to clean car and apologize for the misunderstanding This should be resolved in a week

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