Whitten Brothers Chrysler, Dodge, Jeep Ram of Richmond

We performed several warranty repair issues for the customer in The customer has not been in to have any services performed since October of We will be happy to schedule an appointment for them to come in and have their [redacted] checked over for any concerns

To Whom It May Concern: The customer brought vehicle in for a state inspection which was performed by a licensed state inspectorThe inspector did not feel comfortable passing the vehicle due to the left front inner tie rod having excessive movement and play and it needed to be replacedAccording to Virginia state guidelines a vehicle cannot pass inspection with play in the tie rods In the case of the diagnostic fee of $105.50, we will reimburse the customer this fee as it was not explained to her the steps taken in the diagnostic procedure to warrant and hour check out chargeI called the customer on Friday, February and left a message that I would refund the diagnostic feeI am waiting for a call backI also called on Monday, February and left a messageI will be mailing a refund check today, February Sincerely, Bobby S [redacted] Service Manager

[redacted] purchased a used car from our dealership and a month or so later her fuel pump failed. The vehicle she purchased was sold AS IS, which is in her contract with us. Our customers are...

given the option to purchase a [redacted] Warranty, which [redacted] did not elect to do so. 
Thank you,
[redacted]

To Whom It May Concern:
 
font-family: arial, sans-serif;">The customer brought vehicle in for a state inspection which was performed by a licensed state inspector. The inspector did not feel comfortable passing the vehicle due to the left front inner tie rod having excessive movement and play and it needed to be replaced. According to Virginia state guidelines a vehicle cannot pass inspection with play in the tie rods.
 
In the case of the diagnostic fee of $105.50, we will reimburse the customer this fee as it was not explained to her the steps taken in the diagnostic procedure to warrant and hour check out charge. I called the customer on Friday, February 19 and left a message that I would refund the diagnostic fee. I am waiting for a call back. I also called on Monday, February 22 and left a message. I will be mailing a refund check today, February 23.
 
Sincerely,
 
Bobby S[redacted]
Service Manager

We performed several warranty repair issues for the customer in 2014. The customer has not been in to have any services performed since October of 2014. We will be happy to schedule an appointment...

for them to come in and have their [redacted] checked over for any concerns.

Review: On August 28, 2014 I purchased a [redacted] from the Whitten Brothers Dealership in[redacted], **.. for $11,400. I left the dealership not completely satisfied with the service I received but I was nonetheless excited about buying my first car. I returned home to [redacted] with my car. About 3 weeks later I was driving home from work, stopped at an [redacted] gas station and filled my car with gas. I drove about a half a mile up the road and my car completely shut down. My car was out of commission for 2 weeks without me even having paid my first car note. I called Whitten Brothers to help with the issue and they were not helpful at all. I had to keep calling to speak with someone pertaining my car, I asked to speak with a supervisor on several occasions and I would not be put through to him and when I finally did get to speak with the supervisor, he was extremely disrespectful. He told me he would not help with anything pertaining my car finally I had to get my car towed to a dealership in [redacted] and I had to pay $1,600 to get it repaired. Employees at Whitten Brothers dealership were rude, they promised I would get calls back that I never received so I had to keep calling them; they were just very unprofessional to say the least. To have to pay such a large sum of money like $1,600 after just purchasing a car is just unacceptable to me and then to receive no help from the dealer is an issue.Desired Settlement: I would like for the owner of Whitten Brothers to formally apologize to me as well as some sort of update to their policies. Also a full refund for what I had to pay another dealership for what Whitten brothers should have been responsible for.

Business

Response:

[redacted] purchased a used car from our dealership and a month or so later her fuel pump failed. The vehicle she purchased was sold AS IS, which is in her contract with us. Our customers are given the option to purchase a [redacted] Warranty, which [redacted] did not elect to do so. Thank you,[redacted]

Review: I brought my vehicle in for a state inspection in Mid January 2016. The Service department called me and said that my driver side inner tie rod was bad and needed replacement. She said it would not pass inspection. She offered to repair the tie rod for $300+ dollars. I told her that I wanted to get another estimate. They rejected the inspection and I picked up my vehicle. I took my car to a family mechanic to replace the tie rod that I purchased at a local auto parts store for $31. When he jacked up my vehicle to begin installation, he found the tie rods to be in perfect condition. No repair performed. I took my vehicle to Midas on hull street. I told them about the rejection sticker and the tie rod, they inspected the entire vehicle. They said the tie rods were fine and passed my vehicle. How was the tie rod suddenly OK? Also, Whitten Brothers charged me $105 to look at my thermostat housing and tell me it was leaking a bit. Whydid they charged me so much for 5 minutes of looking at it? I am concerned about their integrity and believe they are using unethical practices to secure unnecessary work from their customers. I no longer trust them at Whitten Brothers.Desired Settlement: I would like to be contacted by a supervisor and I expect a partial refund for the excess $105 charge for looking at my leak. An explanation of how a tie rod could fail one minute, and be perfectly fine the next.

Business

Response:

To Whom It May Concern: The customer brought vehicle in for a state inspection which was performed by a licensed state inspector. The inspector did not feel comfortable passing the vehicle due to the left front inner tie rod having excessive movement and play and it needed to be replaced. According to Virginia state guidelines a vehicle cannot pass inspection with play in the tie rods. In the case of the diagnostic fee of $105.50, we will reimburse the customer this fee as it was not explained to her the steps taken in the diagnostic procedure to warrant and hour check out charge. I called the customer on Friday, February 19 and left a message that I would refund the diagnostic fee. I am waiting for a call back. I also called on Monday, February 22 and left a message. I will be mailing a refund check today, February 23. Sincerely, Bobby S[redacted]Service Manager

Review: Since purchasing my [redacted], the electronics have been messed up from the get go. Problems have been:

The in dash navigation is inconsistent, oftentimes doesn't work at all.

The whole console face will black out and stop working for periods of 20+ minutes at a time. Sometimes after restarting it will work properly, sometimes it takes days to work again.

The steering wheel controls will stop working until you restart the car, sometimes after restarting it still doesn't work.

Each time we have taken it in for various recalls (3 times and it needs to back in again now), the electronics have been "flashed" but within a month the electronic problems resume. We were told numerous times that the problems couldn't be duplicated but it consistently has these issues no matter if the service department can recreate them.Desired Settlement: I simply want a safe, reliable mode of transportation for my families daily needs. The electronic issues scare me due to the fact that no one seems to take them seriously when in fact it's the electronics that control the whole car basically.

Business

Response:

We performed several warranty repair issues for the customer in 2014. The customer has not been in to have any services performed since October of 2014. We will be happy to schedule an appointment for them to come in and have their [redacted] checked over for any concerns.