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XPLORNET Reviews (22)

8/20/14Mr [redacted] had his vehicle towed to Mark's Casa Chrysler JeepHe stated the engine stalled while drivingWe diagnosed the vehicle and found that the alternator had failed internallyThe alternator was replaced under the customers' extemded servoce cpmtractMr [redacted] was responsible for his $deductibleAt the time of service, it was also found that the battery had failedThe extended warranty contract does not cover the replacement of a batteryMark's Casa replaced the battery under our goodwill provision for the customerMr [redacted] was not chared for the replacement of the battery at a cost of $He also had limited coverage for towingThe cost of towing the vehicle to the dealership was $The extended service contract covered $and the difference of $was charged to the customer per his extended service contract policyThe total Mr [redacted] paid was $168.00; $deductible and the $towing differenceMr [redacted] was not charged the diagnostic fee for this repairThis repair was completed monthes after purchase of the vehicle, not monthes as stated in his complaint.1/26/16Mr [redacted] brought his vehicle into the service department at Mark's Casa Chrysler JeepMr [redacted] complained that the headlamp wiring harness had meltedA diagnosis was performed and it was found that the headlamp wiring harness had been replaced with non-factory wire harnesses and they were installed incorrectly and wired incorrectlyThis is typically done when upgrading the headhamps to HID bulbsMr [redacted] declined the repairsIt should be mentioned that Mr [redacted] had been in the dealership previously for a headlamp recall on the vehicle.1/5/16Mr [redacted] came in and requested the headlamp recall be performedThe vehicle passed inspection at the time and the recall was performedAt the time of the inspection of the vehicle, the original facory headlamp wiring harness was in place.4/6/16Mr [redacted] had his vehicle towed to the service department at Mark's Casa Chrysler JeepHe said that the brakes had locked upWhen the vehicle arrived at the dealership, it drove off of the tow truck without any concernsThe technician was able to drive the vehicle into the service bay without any brake concernsThe technician inspected the vehicles' computer system for any diagnostic trouble codes and none were found to indicate any concernsThe technician performed a visual inspection of the entire brake systemThe technician found hot spots in the rptors and brake pads, cracks in the emergency brake shoe caused from heatThe front brake pads had recently been replaced by Mr [redacted] He said that he had replaced the brake pads, but did not have the rotors resurfacedAt no time did Mr [redacted] indicate why he replaced the brakes, whether due to wear or because he was having brake concernsMr [redacted] also said that he was cconcerned because of a previous recall that had been performed on the ABS (Antilock Brake System)Mr [redacted] ' vehicle did have the ABS recall completed at Larry HMiller on 7/5/Per the recall notification, if the ABS fuse should fail it would casue the vehicles' ABS system NOT to workIt would not cause the vehicle brake system to lock upMr [redacted] was notified of the inspection and our recommendation to replace the brake pads and the brake rotors due to wearAgain, Mr [redacted] declined the repairsMr [redacted] was notified prior to the vehicle being towed into the dealership that the tow would be covered by his extended service contract should any covered repairs be discoveredAt the time there were no extended service contract repairsMr [redacted] is responsible for the tow bill of $The customer was again NOT charged for diagnosis or inspection fees, these were covered by dealership GOODWILL.Mr [redacted] also mentioned that he had not been notified of any recall that applied to his vehicleNotiifications were sent out by Chrysler to Mr [redacted] ' verified address in the Chrysler system as well as the address that Mark's Casa Chrysler Jeep had on file

[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 spoke with Bob yesterday and resolved the issueHe helped explain the plan and pricing and was helpful in reaching an acceptable outcome Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is minimally satisfactory to meAlthough they did not pay for all of the necessary expenses, they gave me a significant discountAlthough I am not 100% satisfied, I accept their response and recommend closing my complaint Regards, [redacted] ***

The vehicle came to us on 12/08/with engine concerns from LithiaThe vehicle was diagnosed with internal engine failure, the dealership obtained approval from repair from Mopar under a parts warrantyThe engine was successfully installed and the claim was paid by MoparThe vehicle has 107, miles, after engine install, the certified tech noticed the vehicle was miss firing and recommended new spark plugs and wires to correct miss fireUnfortunatly wires and plugs are not covered under factory or Mopar warranty as they are maintenance itemsThe vehicle was towed into the shop not running, therefore we could not diagnose the miss fire until the engine was installedon good faith the dealership discounted the repair 10% to help the customer with expenseThe repair was delayed do to damaged engine, from Chrysler and the part had to be reordered

Complaint: ***
I am rejecting this response because:New Cancellation papers were signed and the refund was expedited- in 7-business daysStill waiting to see if anything actually gets done this time. Besides apologies, nothing has changedWill re-check my balance in two weeksStill hopeful for a positive outcome, but understandably skepticalCurrently exploring additional options just in case.
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 if he complaint will be closed Administratively Resolved]

I have personally reached out to the customer and resolved the problem today at 1pmMarks Casa Chrysler has agreed to extend goodwill and make the appropriate repairs to the Buick Lucerne. Thank youGM

I would like to apologize for the poor service you have received here from my staff, I have spoken with your finance manager and he will be contacting you to take care of the warranty cancelation todayThe dealership will make sure you receive the correct cancelation using the original cancelation
date of May 25th, please call me if you this matter is not corrected to your satisfaction.Thank youBob T***GM*** ** *** ***

[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,
*** ***

I spoke with Mr*** today and apologized for the late payoff on his USAA account, explained that the office had sent the check to the wrong address, verified that the account is currently paid off in fullThe company has offered to make of the customers payments on his new vehicle of $
has good willI gave Mr*** my cell phone number so he could reach out to me for any further assistance.ThanksBT

I have reviewed the repair orders on the VW Bug, and have confirmed that the vehicle has been repaired to your requestthe vehicle has had a new battery installed and then sent to *** *** to have the alternator harness and fuse box replacedOn 9/8/the vehicle
was returned stating vehicle needs push started to start, we had the technition adjust the rear hatch and the vehicle is working and charging the battery correctlyOn 9/24/and 9/25/the G.M has test driven the vehicle, the vehicle starts perfect and runs greatMarks Casa Chrysler is dedicated to making our customers happy with there purchase, I would like to meet with the customer in my office and review the repairs together and take a test drive, to insure the vehicle is 100% to the customers satisfactionplease call me at ***. Thank youGM

The cancelation the customer is requesting was completed on 12/15/and the refund has been sent to the bankplease call me if you have any further concerns.Thank you Bob T***GM***

Marks Casa Chrysler has addressed this problem on Jan 14, 2015, the customers demanded we take the Jeep to a different location to have the leak inspected and complete detail inside and out*** *** *** on Lomas and Wyoming did the inspection, there exact report reads as follows(Verified
engine oil level, engine oil was not low, visually inspected engine compartment top and bottom, found oil residue on passenger side of block, and puddling on sub- frame, cleaned all oil residue, started vehicle and visually inspected for any signs of oil leaks, no leaks presented themselves while vehicle was stationarytest drove the vehicle to allow engine pressure to buildrechecked for oil leaks, No oil leaks found at this time) The vehicle was detailed and delivered back to the customer, Marks Casa followed up to make sure the customer was happyMarks Casa paid the $inspection, rental car and detail feenow over months later we receive a complaint from the customer stating they still have a oil leakas the GM of Marks Casa, we would like to apologize for any inconvenience our customers have experienced, as you can see by the above actions taken, we take customer satisfaction very seriouswe will be happy to set an appointment to assess the concerns the customer states they are having with the Jeep Cherokee, the vehicle is definitely covered under warranty, we will provide a free loaner vehicle during any repairs if neededunfortunately the Manufacturer will not approve a buy back at this time, with only minor repair.Thank You*** ***GM

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. We met with the general manager the next day to discuss what we have been through with the car. He assured us that they will continue to work with us to resolve the electrical problem. We both agreed that we would give it another week of using the car and see if the battery is drained as before. We are hoping the adjustment to the hatch switch that they did during this repair will resolve the electrical problem
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:I am still awaiting clarification on an offer made by Mark's Casa employee, Bob T[redacted], as to an offer he extended me.  I coordinated a time to meet him from 4-5 PM on Tuesday and when I arrived to the dealership he had already departed from work.  Another employee gave me a packet of information and apologized that Mr. T[redacted] was not there to meet me.  I tried to call Mr. T[redacted]'s office and cell phone today and left him a message on his cell phone to call me back, but have not received any contact from him.  I need to know if the hand written quotes he provided me are for the "ADDED CARE PLUS" or "MAXIMUM CARE" plans and to explain the sheet that shows the "DEALER COST".I will try to contact Mr. T[redacted] again tomorrow, but so far have only been able to talk to him to set up an appointment that he did not attend.  I drove an extra hourduring rush hour to meet with him and am unhappy he was not at his office for our scheduled meeting.
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]

The vehicle came to us on 12/08/16 with engine concerns from Lithia. The vehicle was diagnosed with internal engine failure, the dealership obtained approval from repair from Mopar under a parts warranty. The engine was successfully installed and the claim was paid by Mopar. The vehicle has 107,397...

miles, after engine install, the certified tech noticed the vehicle was miss firing and recommended new spark plugs and wires to correct miss fire. Unfortunatly wires and plugs are not covered under factory or Mopar warranty as they are maintenance items. The vehicle was towed into the shop not running, therefore we could not diagnose the miss fire until the engine was installed. on good faith the dealership discounted the repair 10% to help the customer with expense. The repair was delayed do to damaged engine, from Chrysler and the part had to be reordered.

Mr. [redacted], first I would like to apologize for the poor service you and your wife received here at Marks Casa Chrysler Jeep. I will have your deal pulled from the office, so we can sit down together and review all the paperwork and commitments made. I will do everything in my power to make things...

right for you and your wife.please call me at ###-###-#### cell, so we can set apt to meet. ThanksBob T[redacted]GM

[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, as they have agreed to honor the warranty and make the necessary repairs to my Buick free of charge!Thank you again Mark's Casa!
Regards,
[redacted]

8/20/14Mr. [redacted] had his vehicle towed to Mark's Casa Chrysler Jeep. He stated the engine stalled while driving. We diagnosed the vehicle and found that the alternator had failed internally. The alternator  was replaced under the customers' extemded servoce cpmtract. Mr. [redacted] was...

responsible for his $100 deductible. At the time of service, it was also found that the battery had failed. The extended warranty contract does not cover the replacement of a battery. Mark's Casa replaced the battery under our goodwill provision for the customer. Mr. [redacted] was not chared for the replacement of the battery at a cost of $116.86. He also had limited coverage for towing. The cost of towing the vehicle to the dealership was $143.00. The extended service contract covered $75.00 and the difference of $68.00 was charged to the customer per his extended service contract policy. The total Mr. [redacted] paid was $168.00; $100.00 deductible and the $68.00 towing difference. Mr. [redacted] was not charged the diagnostic fee for this repair. This repair was completed 10 monthes after purchase of the vehicle, not 2 monthes as stated in his complaint.1/26/16Mr. [redacted] brought his vehicle into the service department at Mark's Casa Chrysler Jeep. Mr. [redacted] complained that the headlamp wiring harness had melted. A diagnosis was performed and it was found that the headlamp wiring harness had been replaced with non-factory wire harnesses and they were installed incorrectly and wired incorrectly. This is typically done when upgrading the headhamps to HID bulbs. Mr. [redacted] declined the repairs. It should be mentioned that  Mr. [redacted] had been in the dealership previously for a headlamp recall on the vehicle.1/5/16Mr. [redacted] came in and requested the headlamp recall be performed. The vehicle passed inspection at the time and the recall was performed. At the time of the inspection of the vehicle, the original facory headlamp wiring harness was in place.4/6/16Mr. [redacted] had his vehicle towed to the service department at Mark's Casa Chrysler Jeep. He said that the brakes had locked up. When the vehicle arrived at the dealership, it drove off of the tow truck without any concerns. The technician was able to drive the vehicle into the service bay without any brake concerns. The technician inspected the vehicles' computer system for any diagnostic trouble codes and none were found to indicate any concerns. The technician performed a visual inspection of the entire brake system. The technician found hot spots in the rptors and brake pads, cracks in the emergency brake shoe caused from heat. The front brake pads had recently been replaced by Mr. [redacted]. He said that he had replaced the brake pads, but did not have the rotors resurfaced. At no time did Mr. [redacted] indicate why he replaced the brakes, whether due to wear or because he was having brake concerns. Mr. [redacted] also said that he was cconcerned because of a previous recall that had been performed on the ABS (Antilock Brake System). Mr. [redacted]' vehicle did have the ABS recall completed at Larry H. Miller on 7/5/13. Per the recall notification, if the ABS fuse should fail it would casue the vehicles' ABS system NOT to work. It would not cause the vehicle brake system to lock up. Mr. [redacted] was notified of the inspection and our recommendation to replace the brake pads and the brake rotors due to wear. Again, Mr. [redacted] declined the repairs. Mr. [redacted] was notified prior to the vehicle being towed into the dealership that the tow would be covered by his extended service contract should any covered repairs be discovered. At the time there were no extended service contract repairs. Mr. [redacted] is responsible for the tow bill of $100.00. The customer was again NOT charged for diagnosis or inspection fees, these were covered by dealership GOODWILL.Mr. [redacted] also mentioned that he had not been notified of any recall that applied to his vehicle. Notiifications were sent out by Chrysler to Mr. [redacted]' verified address in the Chrysler system as well as the address that Mark's Casa Chrysler Jeep had on file.

[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 spoke with Bob yesterday and resolved the issue. He helped explain the plan and pricing and was helpful in reaching an acceptable outcome.
Regards,
[redacted]

I waited for the customer until 5pm, we had a appointment time set up for 3pm. My daughter was involved in a car accident so I was forced to leave! I had The new car manager speak with the customer, in my absence. I gave the customer special pricing and 3 options in writing. The warranty requested was a lifetime Max care. This issue is definitely not a concern for the office of the Revdex.com. I also left the customer a message and have not heard back.

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