Ultra Care Service

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]

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

I have spoken to Mr[redacted] 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[redacted] 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[redacted] 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[redacted] 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[redacted] will understand our desire to help.? Thank you? for your time.Ivan M[redacted]Service DirectorJack Key Motors

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]

[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]

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

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 replacement.? Mr[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 sensors.? We 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

We are sorry for the confusion and delay.  Your refund of 2,965.55 has been sent to you lien holder on 2/2/2017. Rigo at the Alamogordo has been charged with getting your Jack and I believe he has contacted you. Again my apologies, if any thing comes up please let us know.

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.

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]

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

Complaint: [redacted]
I am rejecting this response because:In the 6 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 Inc. would 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 $1000.00 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 $109.00 per day and .33 cents per mile.  In the past 6 months, we've traveled 12 days and over 2900 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, 23 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 response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Mr. [redacted]'s vehicle is finished and has been delivered.  I apologize for the extended wait to complete this repair.  There were many issues that contributed to the delay from working with another dealership to involving their adjustors, and our parts delays that added extra time.  Hopefully Mr. [redacted] can enjoy his vehicle now during this Holiday season.

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

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.

AS of today we believe we have found all parts except one necessary to repair the van. That part should be here tomorrow. We will respond again in a couple of days with more information. We are sorry for the delay and will review all issues when we have finished.

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

[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 are working with our customer to try and resolve this matter.  We have offered a $606.00 settlement to which she has agreed to.  We are working to get the paperwork and check ready for our customer.Thank you

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 owed. Mr. Jack K** called Mr. [redacted] on 3/7/17 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 location. As of 3/8/17 Mr. Jack K** 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].