West Brothers Chrysler Inc

Please accept my apology for not responding to this complaint in a more timely mannerAttached please find the agreement Mr*** signed when joining the Customer Advertising Partnership Mobile Billboard Program, commonly described as simply the “Crown Program.” The dealership feels it honored the
contract by paying Mr*** $each month well beyond the term of one yearIf Mr*** would like to refinance the vehicle and add the remainder to the principle, we would be willing to help him move forward with that

Initial Business Response /* (1000, 5, 2015/04/30) */
Contact Name and Title: *** *** GM
Contact Phone: XXXXXXXXXX
Contact Email: ***@westbrothers.com
I have been in contact with MsScantlin and on 4/29/the service records she requesteed were mailedI also told her to call me
when she could bring the Jeep in to see what the brake is actually doingThe claim is that on an incline with the E Brake on with the vehicle in first gear the vehicle rolls backWe were unable to replicate this concern the last time it was in for service, but will test it again
Initial Consumer Rebuttal /* (2000, 7, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as the Emergency brake is fixedI have received my service records as promised

Initial Business Response /* (1000, 6, 2016/03/04) */
Contact Name and Title: *** ***, ExecAsst
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@kingdomkia.com
The customer's girlfriend called the dealership on 02/16/around pm with a complaint that the car had shut down while
driving and would not restartShe was extremely upset and difficult to understandThe advisor provided her with a phone number to roadside assistance to better serve her situation of being strandedWe have a program through roadside assistance that offers low cost towing and services to stranded motorists who have no coverage, such as was this case
The vehicle showed up at our location after business hours that day (5pm, Service), but the Advisor and Manager had stayed on to assistThe customers girlfriend delayed coming inside for a course of minutes after being asked to come inside to take down the complaint of what had happenedShe was on the phone yelling loudly at someone expressing her frustration through foul languageThe Manager made a point to interrupt her conversation as several staff members and sales customers (open until 7) became uncomfortableThe woman ended her call and came inside the facilityShe was asked what had exactly happened to the vehicle, circumstance, conditions, & so forth
She refused to give any other description other than the car doesn't run or start and she wanted a car to driveShe was advised that all rental cars were being used at this time, but she could be shuttle driven homeShe then expressed she would just take an unlicensed car off of our lot, and was not paying for repairs or a rentalShe was made aware that those were not options, as those cars are uninsured, unlicensed, and owned by a lending institution
The customer became even more beligerent and the Advisor and Manager walked her outsideAn attempt to jump start the car was madeThe vehicle would start, but then quickly stallA charging system test revealed the alternator was faultyThe customer was advised that there would be a cost to repair, and she was offered a ride homeThe customer once again became very beligerent and was asked to calm downThe driver came up to give her a shuttle home and she started to berate the employees again with fowl languageShe was asked again to stop, the rebuttal from her is she would walk homeShe did so
Mr.*** then showed up with his fiancée some hours laterThe store was closing (pm,sales) and the Manager was walking to his carMr*** approached the manager in a violent way, stating "I will end you"He did so more times and was asked to leaveHe then refused to leave and the police were contactedHe was then asked by the police several times to leave the property, more officers arrived on scene as he tried explaining his storyHe was escorted off of the property, as was his vehicle
The lifetime warranty on their engine and transmission is given to them as a courtesy of the Dealer at was at no cost to the customerThe oil change package they requested were for pre paid oil changes, they have used The oil changes can be used at any Chrysler Dealership and are non refundableThey expressed to me (2/17/16) that another Local Chrysler dealer had refused them for service and would not perform the oil changesI explained to them that every business has that right, and they should probably take a different approach in how they engage a business in the future

Initial Business Response /* (1000, 5, 2016/02/17) */
The vehicle was serviced at our location on 09/08/for a coolant leakThe mileage on the odometer at that time read 35,on a Plymouth neon, the last odometer reading we had on file is 176,from 02/27/We have no previous
service history on the vehicle and asked the customer about the mileage discrepancy, which was explained as a replaced instrument cluster, thus mileage unknown
The customer had a complaint of a coolant leak, the technicians findings revealed a faulty radiator cap and faulty water pumpThe customer had also stated at that time they had just had the Water pump replacedThe water pump and radiator cap were replaced at that time (09/08/2015)
The customer returned on 09/15/2015, 1,miles later stating that the vehicle was overheating and smelled of coolantThe customer stated that this was part of their original concernIt was verified at that time that the thermostat was sticking closedThe technician replaced and test drove the vehicleThe vehicle continued to overheat and further diagnosis revealed combustion gases in the coolantThe customer was advised that the head gasket or Cylinder head was faulty and would need removed to accurately pin pointThe customer declined further check out at that timeWe covered the bill of over $at that time for customer satisfaction, and delivered the car to the customer
If the water pump was deemed faulty 3-months later the customer should have returned as the water pump is covered by a month, 12,mile warrantyI show no visits or several phone call attempts as statedI did attempt to reach out to the customer today, but received no answer or voicemailI went online in attempt to find the accurate mileage, and found the car had been listed for sale and is now registered to someone else
I would assume the repairs of the water pump were inaccurate and was still in need of cylinder head and/or gasket replacement

Complaint: ***
I am rejecting this response because:No one has been "working" with me since I left the dealership. A man claiming to be the "General Manager", who later turned out to be just the evening finance manager, was provided a printout, by me, for the webpage www***com reflecting the price $20, They provided a print out for the webpage www.***.com reflecting the price $27,Each printout reflected the same vehicle, Stock # *** I tried to explain this but it fell on deaf ears & the deal could not be made. I was told that I had not "cleared the cookies" in my browser so it didn't show the updated price. Note, this time they were not saying they didn't know where I found that price, but the price was not longer available. This is different the original reason for not honoring the deal. Once at home I cleared the browser history/cookies and went to both websites. The results were identical, same vehicle, different webpages & different prices. The next morning I cleared the history/cookies, again, the results were identical, same vehicle, different webpages & different prices. I emailed both links to *** showing this. Shortly after I received a response, the price on www.sullivansuperstore.com had been modified to match the more expensive price of $27,on www.***.com
Sincerely,
*** ***

We cannot honor the price brought into us because it is not on our websiteWe have done everything we can to make this right for himHe brought in his phone to show us what he saw and again it was not from our websiteWe always honor our veterans but we can only have so many incentives together
We have to follow stipulations form Ford, Chrysler, GMCWe are still in contact with himHe is working with *** our salesperson

Complaint: [redacted]
I am rejecting this response because:
I'm unsure what they are saying when it states they would help me move forward with a refinance and add the remainder. Are they saying they are willing to put the 2700$ toward the balance?
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/30) */
The dealership has been expended $4537.34 for repairs of damages to the vehicle and storage fees the customer refuses to pay.
The customer was supposed to bring back the rental vehicle on 9/15/2015 but due to his work schedule, the dealership...

allowed him until 9/18/2015 to bring the vehicle back.
The rental vehicle was returned on 9/24/2015, completely trashed, damaged and out of fuel.
The repairs to get the car running appeared to be abuse, i.e. battery run down several times, cigarette burns through the instrument cluster, damage to the right front wheel and damage to the bumper. The customer also had a new key cut and programmed to the car.

Initial Business Response /* (1000, 7, 2015/11/05) */
Customer has purchased a used vehicle and extended service contract from an independent used car lot.
The terms of the customers agreement allow for an inspector to determine the replacement vs. repair. The inspector is hired by the...

customer's service contract company. The total repair was $1520.45 of which the customer paid $945.66 for uncovered items, the remaining balance of $574.79 was paid by the service contract.
The last visit on 10/06/2015 involved the customer stating the vehicle will not move. Customer requested a rental, but was unable to retain rental car due to a card/funds problem.
At time of drop off customer stated that car was operating as designed and had no problems. Dealership management test drove and were unable to verify, Chrysler corporate was also involved and closed the case as no problem found.
Customer used threatening behavior and language at every visit and was asked to leave.

Mr. [redacted]'s vehicle was diagnosed for a rough running issue and check engine light on June 11, 2016. The diagnosis led to a faulty component (manifold tuning valve). The replacement part was not covered by manufacturer’s warranty. The customer was given a quote for repairs at that time...

and declined, advising he would repair it himself, as outlined in the Revdex.com statement.   Mr. [redacted] returned two weeks later on June 25, 2016 with a check engine light. The Service Advisor and Mr. [redacted] opened the hood to discover that the recommended repairs to the vehicle from June 11, 2016 had been attempted by the customer. The top portion of the engine cover, manifold tuning valve, and wiring harness were all broken and someone had wrapped duct tape and electrical tape around the affected areas. The customer admitted he had attempted the repairs, but quit when he found a "broken clip".   Mr. [redacted] became very irate about wanting a "clip" repaired. The service manager became involved at that time and viewed the attempted repairs and obvious damage to the engine. He advised the customer at that time the vehicle had not been repaired on June 11, 2016 and was still in need of those repairs. The customer was also advised of the need to replace the wiring/connector harness that he had broken in his repair attempts. The customer became belligerent at this point as did his wife.   Both Mr. and Mrs. [redacted] were asked to leave and they refused. They actually made the suggestion/statement to call the police to have them escorted off the property. The dealership honored that request and called the police to escort the couple from the premises.   Should you have questions or need additional information, kindly advise.   Sincerely, [redacted] Executive Assistant to: [redacted]

The car was a demo that he was looking at, so the mileage was different.  We did offer him a lower price for the vehicle to compensate for the miles at the time of sale.  He was happy with the terms and decided to purchase.  I talked to him when he called in, gave him the option of...

trading the car.  I offered NADA clean Trade in value for the car he was wanting to return and to sell him a new car at cost.

Initial Business Response /* (1000, 12, 2015/12/23) */
We have no record of checking it out in the shop after the customer purchased it.
Customer was promised nothing and nothing was owed. The customer purchased the vehicle on as is/where is terms.

I represent West Brothers Chrysler, Inc. I am in receipt of your correspondence dated October 11, 2016 addressed to the dealership. Please direct all future correspondence in this matter to my attention. Essentially, this dispute comes down to a disagreement about the proper procedures necessary to...

repair Mr. [redacted]s vehicle. My client stands by its position that the wheel hub assembly could have been the source of the problems with this vehicle. I note that the dealership did not charge Mr. [redacted] for approximately $400 worth of services that it performed on his vehicle. In addition, the dealership denies being rude or unprofessional to Mr. [redacted] in any manner. Nonetheless, the dealership is agreeable to providing Mr. [redacted] with a refund of the value of the two remaining oil changes that he has left on the four pre-paid oil change package that he purchased, so long as he executes the release that I have enclosed herein. The refund amount will be $60.52.