My review is not from this exact location, my location was the downers grove Il location The salesman at the downers grove location are horrible when it come to communication I asked for a item a week went by I heard nothing at all, I have called and to no avail got the answer that I was looking for The would not even provide me with a simple email [redacted] is where I went to and was treated with the upmost respect and to this is still in contact with me to make sure everything was okay and to my liking
These people don't care about their customersAll they want is your moneyYou can find a place with better customer service trust meThey sold me a bogus car, I bought a warranty and allThey haven't fixed or nothingThey keep telling me they will call me back and never doBe advised do not shop here
Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ Contact Name and Title: [redacted] GM Contact Phone: XXX XXX XXXX Contact Email: [redacted] @zeigler.com Mr[redacted] , my name is [redacted] and I am the General Manager here at Zeigler and first let me apologize for you inconvience and the way we have handled this issueI have done my research on this issue and as always have many conflicting details but I try to evaluate all the information and make an informed decisionBottom line is you are our customer and we have provided a bad experience, for that I am sorryThat is something I can not change and have no excuses forI know Jim Macaluso my Used car Manager has tried to reach out to you and we have not received any response backI cannot blame youSo at this point I would like to offer my apologies and $for your trouble and inconvience, in hopes that you know we are decent people trying to do the right thing but sometimes fail in our attempt to service the customer 100% We have failed you and I apolgize and hope that you accept our apology and know that we have learned from this and will make every effort to correct our processes moving forward Thank You for your time and consideration [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's quite possible this is going to cost thousands for me to fixAside from the thousands I've already spent trying to repair the miscellaneous issuesI'm getting an estimate soon just for the trunk scratches, but I'm heading out of town so it may be a week or so Final Business Response / [redacted] (4000, 9, 2015/10/22) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @zeigler.com Mr[redacted] , I am sorry you do not feel this is enough $$ As much as I would like to make this experience better for you the absolute most we could offer you is $You purchased a Used car and sometimes there are scratches and things wrong with used carsAs far as thousands and thousands of dollars we cannot do that sirI just do not want any impressions or any misleading information$is the most I can offer you and of course our apology other then that there is no need to wait weeks that will be our best offerPlease let me know your decision and I can have a check printed and sent out immediately Final Consumer Response / [redacted] (2000, 11, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the $however I haven't been able to find anyone to fix the damage for less than that yetI also want it on record that I've spent much more than that trying to repair these items after spending so much time trying to track down a manager to resolve this for me
Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ Contact Name and Title: [redacted] Contact Phone: 847/XXX-XXXX ext [redacted] Contact Email: [redacted] @zeigler.com I want to first apologize again for the mishandling of Mr [redacted] experience at Zeigler ChryslerI will be referring to him throughout this response as [redacted] as that is how he introduced himself to meThere is no question that there was a serious breakdown in the processAs the manager I take full responsibility for the lack of follow up and handling of this situationWhen [redacted] made me aware of his dissatisfaction we made every attempt to try and correct the concerns at handThe breakdowns in the process started at initial write-up, to the wrong name on the parts ticket and ultimately incorrect information back to the ownerAt that point I apologized to [redacted] repeatedly and offered him a complimentary loanerAs a goodwill gesture I issued him free oil changes ($value) for the time he spent waiting at the storeI understand [redacted] is upset and we failed him on many levels, but I believe Zeigler did what was necessary to help and resolve the situationI am not excusing one thing that happened but I believe that Zeigler gave [redacted] appropriate compensation for his time Thank you for your time in this matter and if there is any other information I Can provide please call me at 847/XXX-XXXX ext [redacted] Respectfully, [redacted] Service Director, Zeigler Chrysler Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: The car was bought based on 5-year bumper-to-bumper warranty Financing of the car was arranged by you based on 5-year warranty The total amount we will have paid after we have made all payments as scheduled is $20, We are not asking for anything new We are only asking for what they themselves offeredOn my first call seeking warranty information, their service manager Tony confirmed it was covered by [redacted] Insurance [redacted] standard policy does pay for repairsAgain we are not asking anything new Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/04/20) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @zeigler.com Hello, My name is [redacted] and I am the General Manager here at ZeiglerFirst let me apologize for the inconvenience this has caused you and express my disappointment in the break down of serviceI try to make it a point to respond to all my voice messages and emails and I apologize if did not get back to youI have no excuse or reasons why this happened other then we will learn from this and try to improve our processes so this does not happen againFor you time and trouble I would like to offer a check for $to you in hopes that you know and believe that we are good people trying to do the right thing but we are human and make mistakesWe try to learn from our mistakes and ask for forgiveness for any inconvenience we have caused you Thank You [redacted]
Initial Business Response / [redacted] (1000, 7, 2014/05/05) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @zagteam.com HELLO MY NAME IS [redacted] GENERAL MANAGER AT ZEIGLER CHRYSLER DODGE JEEPFIRST LET ME START OFF BY APOLGIZING FOR THE INCONVIENCE THIS UNFORTUNATE SITUATION AS CAUSEDIN THIS CASE THE VEHICLE WAS PURCHASED BY MR [redacted] AND DRIVEN FOR MONTHS THE FIRST TIME WE KNEW ISSUE FOR USED WAS ON 03-24-MR [redacted] BROUGHT HIS JEEP IN FOR SERVICE MILES AND WAS STATING THAT HE FELT THERE WAS AN ISSUE WITH THE SHIFTING OF THE TRANSMISSION WE LOOK AT THE JEEP AND COULD NOT DUPLICATE THE ISSUE RAN THROUGH SOME STANDARD PROCEDURES AND NOTED WE COULD NOT DUPLICATE AND THERE WERE NO ISSUES STORED IN THE COMPUTERHE BROUGHT IT BACK IN ON 4-02-MILES STATING THAT HE FELT THE ISSUE WAS STILL THEREAGAIN WE FOUND NO ISSUES WITH TRANSMISSION WE COULD NOT DUPLICATE THE ISSUEMR [redacted] CAME BACK IN ON 4-7-MILES STATED HE HAS BEEN TALKING TO CHRYSLER ABOUT THE ISSUE AND THEY WERE GOING TO HAVE AN ENGINEER LOOK AT THE JEEPENGINEER AND TYECH DID SOFTWARE UPDATE IT WAS DETERMINED THERE COULD BE AN ISSUE CHRYSLER DECIDED TO REPLACE THE TRANSMISSION TO TRY TO RESOLVE THE ISSUECUSTOMER STATED THAT HE JUST DOESNT LIKE THE WAY THE SPEED TRANSMISSION SHIFTS COMPARED TO HIS LAST VEHICLECHRYSLER REPLACED THE TRANSMISSION MR [redacted] HAS PICKED UP HIS JEEP AND SEEMED TO BE HAPPY AND PLEASED WITH THE RESULTSWE HAVE TRIED TO ACCOMIDATE MR [redacted] AND ADDRESS HIS NEEDS AND WE HOPE HE IS SATISFIED WITH THE OUTCOME THANK YOU Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) First the car I brought is a Chrysler not a Jeep, second I called Chrysler and I called the dealership days after I bought the car to report the issue, this is all documented by Chrysler, all this GM can do is call Chrysler and get the records straightThird I did bring the car to my local chrysler because I did not want to deal with the attitude of the sales departmentThe issue was reported with less than miles on the car, all you have to do is review the service history with Chrysler and you will know and see that I brought the car more than times for the same issue, also review the web customer reviews on their website and you will see the negative comment that I placed on their site, for them to say that I brought the car with miles on it is just straight out lie because I did call them and had a big argument on the phone with their sales manager and he simply said we do not do returns or refunds, bring the car and we will fix itI called chrysler and they said most dealerships will be able to return the car and they contacted them and could not force them to do itAll this is documented with ChryslerThe least that this General manager can do is get his records straight and speak of the correct car a CHRYSLER not a JEEPI have a copy of the service record from this dealership stating that Chrysler asked them to check for any metal shavings in the transmission, and because it was found the transmission was replacedI even had some of the service managers trying to convince me that this is how the car drives normally because of the shifts transmission and this is why the statement about me not liking this transmission mentioned by the GM is correct., now once the transmission is replaced all issues are fixed ? is this Magic or simply the transmission was bad since day one? Chrysler just announced a recall due to the same issues for 150,cars, everybody at that dealership who tried to convince me that this is how the car drives normally need to go back to training againI can only speak good of the manager of the service department [redacted] and the sales guy that sold me the carGet your records straight MrGM just call Chrysler and the truth will come out you flat out sold me lemon and now I have to live with the result of having a replaced transmission on a car which will take the value of my car down specially that all these service visit can show on carFax and it will not take a genius to know that this car is full of issuesSorry I'm usually a nice guy, but this frustrating experience made me hate Chrysler which I owned and drove all my life because Lemon is sold and now one was able to protect meI'm the golden egg to this dealership until I sign on the dotted line then I'm as worthless to them as the paper the I just signedVery bad experience all around with the exception of the two people I mentioned aboveSorry, but your response is not acceptable MrGMPlease note the information that I mentioned above is all documented and the reason and the fix performed when the metal shavings were found was also mentioned in the receipt I got from this dealership Final Business Response / [redacted] (4000, 11, 2014/05/07) */ Mr ***, I apologize for the mistakes made on the make of the vehicle I did look at all history and seen the same things that you are speaking ofThe fact is we cannot just take cars back after they have been purchased and driven, it is an unfortunate situation when someone purchases a vehicle and has issues with it but it does happen from time to timeWe do not know when a car is going to have problems but when they do we follow standard dealer protocol which in this case we did by the bookThe manufacturer is the only entity that can make a decision if a car is considered a lemon or not they build them and they decide when one is fixable and when they are notIn this case they did not decide that this unit qualified under the lemon lawBut they did see reason to replace the transmission which we didYou have been pleasent with the service department and we have expedided the transmission changeI am not sure why there is such anger towards me when the first I have heard of this is you Revdex.com complaint and I followed up with my staff immediatly to make sure it was handledTo my knowledge you picked up your car and you were happy??? I would like to help in any way I can but at this poiunt I am not sure what you would like me to doYou have already wrote negative things on our website and gone to the Revdex.com I have responded promptly and you vehicle was fixed in the manner and timing required by du dilligence with Chrysler CorpPlease let me know what it is I can do to try to make you at least not so angry at meMy name is [redacted] I am the General Manager and I would like to help resolver this issue Thank You Final Consumer Response / [redacted] (4200, 13, 2014/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] The damages are already doneafter months I don't think there is anything that you can doMy car fax on this car is negative, the value of my car is down because of all the recent visits, and the anger I have towards how I was treated and the Chrysler brand is done and over withThis situation was preventable if the sales Manager "***" had offered to exchange the car the next day after I bought itThe car was a lemon since day one and I will be taking Chrysler to court for thatI really did not have to bring the car times, and have you work on it times before some smart mechanic decide yes the transmission is badEvery time someone test drove the car told me that this is how the transmission suppose to shift, every issue I mentioned was faced with rejection to the point that I almost believed it myselfThere was a service guy who owns a Chrysler too told me that he has the same issue with his and this is just how it is designed to function, and when I asked someone to drive it he gave me an attitude and he asked one of the mechanic to drive it and I heard him saying that there is no issue with the car, basically he just wanted to shut me up and he did it in the wrong wayIf it was not for [redacted] the Service manager who suggested that he drives the car with me after seeing me arguing with this unprofessional service guy this issue would have not be resolvedI proved them all wrongIf you read the final report I got from your dealership you will see that there was major issues with the transmission and Chrysler knew about it since day one, they even recalled over XXXXXX cars with similar issues in April of this yearWith that said you tell me what your dealership can do to make me feel less angry or more satisfied with the resultsI already mentioned to you all the negative results of this experience and I will list them again below, you tell me how Chrysler or your dealership can turn this negative to positive - Bad Car Fax report ( showing visit, then replaced transmission on a new car) - Bad Customer experience ( bringing the car times to prove to Chrysler that there is an issue, and there was an issue based on the report from your dealership), and Yes the car is fixed now so there was an issue since day one as I reported.) - Dealing with Bad sales people starting with Lou the sales manager and ending with the service rep who insisted that he drive a C class that is doing the same thing, and was doing his best to get me to agree to his unprofessional opinion and move on with my lifeI'm glad I proved them all wrong - The value of my car is declined tremendously due to the bad car fax report - Chrysler called your dealership about returning the car a day after I bought itThey did their best and then came back telling me that they can not force this on the dealershipSo maybe you should trace this conversation internally and figure out who talked to Chrysler about this issue when I first reported itFor this sales manager to not return the car and make me face all this hardship just so who can make few hundred dollars is uncalled forIf he asked me to pay a restocking fee or lose couple of hundreds because I drove it for a day this whole situation would have been prevented I really don't know what you can do at this point, you tell MeAnd please note I'm not angry at you, I'm angry at Zeigler and at the Chrysler brand in general, you as a person I have not met you and I have no issue with you at all Thanks
To Whom It May Concern:
size="3"> Mr*** vehicle was towed in for no start conditionThe service department had his vehicle for days and in those days the tech was diligently working on his vehicle for hoursThe concern with Mr*** vehicle was very difficult to determine and required some time to locate the causeI have been in the service business a long time and I don’t believe it would be fair to the customer if we asked for hours of diagnostic time before we even inspect the vehicleTherefore we try to spend a reasonable amount of time to try and find the cause and then contact the customer with a quote In this particular case we checked and tested several components and narrowed it down to the TIPM moduleWe did inform Mr*** that there is a possibility that the TIPM might be defective and may need to replaced, but we needed to remove it and test it firstThe TIPM was tested and was operating as designedThe tech then started tracing wiring from the TIPM where he found the electrical connection concernIt appears someone had done some repairs under the dash causing the main power to the TIPM to loosen, therefore causing the vehicle not to start The technician inspected the connector and refastened itThe vehicle started and was operating accordingly
Mr*** Service Advisor, *** *** spoke with him to inform him of our findings and give him a quote of $to repair the vehicleAs you can see from the amount we were not asking for the full hours but we did charge him for hours of labor at $per hourThe end result was a success I spoke with Mr*** and he informed me that the vehicle is perfect and starting every time Mr*** feels as though that $is excessive for finding a simple problem that was not so simple to findI believe the charges are fair and I believe that we took extreme care in diagnosing his vehicle correctly
Mr*** brought a vehicle to Zeigler on a tow truck that would not startHe even had a friend look at the vehicle to determine that it wasn’t just a batteryHe left here with a vehicle that starts every timeWe have provided him with excellent service at a reasonable rate
I don’t believe Mr*** is entitled to any refund whatsoever
Thank you for your time in this matter
*** ***
Service Director
Zeigler ***
I went to Zeigler Chrysler Dodge Jeep, LLC in Schaumburg, Illinois, for an oil change Forty-five minutes later, I left with my car Three days after the oil change I noticed my car was leaking oil After further investigation, it was determined that the mechanics at Zeigler did NOT change my oil at all They merely added oil on top of the dirty oil they should have drained, causing over six quarts of oil total in my vehicle As a result, excess oil started leaking out of my car I am extremely disappointed and discouraged by the service offered at Zeigler They are lazy, neglectful, and incompetent For a supposedly reputable business, they are the WORST and I would HIGHLY discourage anyone and everyone from going there unless you like receiving terrible customer service!!
I purchased a *** *** with cash .I was told by the sales rep Keri *** .That he would give me a year worth of oil changeI only received .The second one I was charged $48.00.I have called Keri *** over times he will not return my calls .I also talked to the Sales Manager over a month ago he said he would call me back concerning this matterI feel if I was a man and not a minority this situation would have been addressBut seeing I'm a *** *** this is why this is happeningWow who would ever think that Zeigler Chrysler would do such a thing.Well I am here to tell you believe it
Service Department charged me to replace a part that they didn't actually replaceWhen I found out, they denied it and told me I was wrongI have had separate mechanics tell me it was the original part
They are always right, and the customer is always wrongRude, arrogant, totally dismissive of my problem and completely unwilling to do anything about it
Hello, I apologize for the mistake and misunderstanding I will gladly pay the $difference baring there are no negative reviews or social media reviewsIf there are we would at least appreciate that they be corrected to say that we did the right thingWe try our very best
to give each and every customer our very best and be as honest and straight forward as possibleSometimes stickers are removed from windows per the customers request before a test drive for safety reasons in this case that may have happened before this transaction or the unit may have been sold before, and the customers changed there mind and switched to a different vehicle and we did not put the sticker back on the windowAn innocent mistake I can assure youPricing at times can become tricky with new cars in stock and the manufacturer changing rebates and incentives sometimes several times per month, we try our very best to make sure we are on top of proper pricing, but we are not perfect and sometimes make a mistakeI apologize for the trouble and inconvenience and will be happy to cut a check on Monday and refund the difference it is our hope that you understand and that this experience has not tarnished your opinion of Zeigler. We strive to give our customers a great experience. Please let me know if this is acceptable and I will issue a refund check on Monday
Thank You
Joe
Complaint: ***
I am rejecting this response because:
as I do understand the timeframe it took to look over the vehicle the question to this matter still remains, where did my $inspection go to, please indicate where in your service policy it shows that the inspection timeframe is limited to hour only, as talked with over the phone that you told me, please pull up the phone conversation I had with Bill on Thursday afternoon and show me where he stated that that tip needed to be taken out, all that was conversed with Bill was that the TIPM system could "possibly be fried" but he was going to check again to assure me that was the problemI honestly don't feel that that my interest was protected in this matter, if bill would of came to me and told me "we think it's the TIPM thats fried but we need your PRE APPROVAL for hours of labor at this amount ($$) per hour, to make sure" I would have had the choice of agreeing to the job before hand or taking the vehicle from your hands and towing it elsewhereYour service department took my car keped it for days and handed me a bill at the end for work performed that I never knew about never agreed on and never had the choice to accept or denie as I was still under the impression that your company is still running the inspection on it and will get back to me with the problem all for $100, Where is the communication hereyes my car came in on a tow truck and left running, but it was all done at your digression I was never involved which I strongly believe the customer should always be entitled a say in the matter.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2014/03/19) */
Contact Name and Title: *** ** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@zagteam.com
Hello My name is *** St.Germain I am the General Manager here at Zeigler first let me express my disapointment in the fact that
we upset you and inconvienced youWe try very hard to do the right thing by our customers and unfrotunalty sometimes we fail at trying our bestI have done my research and have to talked to all parties involved and this is unfortunalty a situation where a porter who cleaned the car accidentaly took the keys home and another salesman set an appoitment with another customer (not knowing anyhting about another salesman also having a customerThe next day the porter came back to work with the keys put them in the machine the other salesmans customer came in and he got the key from the machine and sold the unitIt sometimes happens that there are multiple customers on the same unit and unfortunaly someone doesnt get the car and they are understanable upseti apologize for the inconvience and will review this situatuion to learn from and improve our processesFor the inconvience I would like to offer $and I have spoken to my used car manager we will look for an equal car for same dollarsBut I do not want to give impression this type of unit will not be easy to find and I cannot gauantee we will find one but we will make the effortAgain I apologize for the inconvience this situation has caused and will work to improve our process so it does not happen again
Thank You
Initial Consumer Rebuttal /* (3000, 7, 2014/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information provided is not trueI was told that when the keys were available the following day that the key had to be made for the car, & apparently they weren't available from the porterThe salesman "***" also said that when he wasn't going to be there after 3:the next day that the rest of the sales staff were told I would be there that day & that he had recommended that I meet with *** *** another salesman, who would handle the transactionAlso, since this complaint was filed, I have yet to hear from anyone at the dealership, with no offer on a comparable vehicle at the same price, as was promised above
Final Business Response /* (4000, 9, 2014/04/02) */
*** hello sir first let me apolgize again and express my disappointment in the situationWe try to make every customer happy and satisfied but unfortunatly we failI agreed that we would look for a comparable care to the previous unit which we arei also offered to compensate you for your timeI am not sure what more I can do we are looking for a car and hopefully we will find oneUnfortunaly cars get sold some people miss them and that is unfortunate for sure I wish I had enough cars to accomidate everyoneAgain I apologize and I have spoke with the people involved in the issue and we have set some processes in place that will hopefully prevent this from occuring again
Thank You
Final Consumer Response /* (4200, 11, 2014/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have waited until the last day to respond to this, and I have still heard nothing from the dealership or have had any correspondence with an offer of ANY vehicle at ANY priceI have since purchased another vehicle from another dealer who was more than happy to see that their customer was satisfied
My review is not from this exact location, my location was the downers grove Il location. The salesman at the downers grove location are horrible when it come to communication. I asked for a item a week went by I heard nothing at all, I have called and to no avail got the answer that I was looking for. The would not even provide me with a simple email. [redacted] is where I went to and was treated with the upmost respect and to this is still in contact with me to make sure everything was okay and to my liking.
Initial Business Response /* (1000, 5, 2015/07/28) */
Contact Name and Title: [redacted]
Contact Phone: 847/XXX-XXXX ext [redacted]
Contact Email: [redacted]@zeigler.com
I want to first apologize again for the mishandling of Mr. [redacted] experience at Zeigler Chrysler. I will be referring to...
him throughout this response as [redacted] as that is how he introduced himself to me. There is no question that there was a serious breakdown in the process. As the manager I take full responsibility for the lack of follow up and handling of this situation. When [redacted] made me aware of his dissatisfaction we made every attempt to try and correct the concerns at hand. The breakdowns in the process started at initial write-up, to the wrong name on the parts ticket and ultimately incorrect information back to the owner. At that point I apologized to [redacted] repeatedly and offered him a complimentary loaner. As a goodwill gesture I issued him 3 free oil changes ($150 value) for the time he spent waiting at the store. I understand [redacted] is upset and we failed him on many levels, but I believe Zeigler did what was necessary to help and resolve the situation. I am not excusing one thing that happened but I believe that Zeigler gave [redacted] appropriate compensation for his time.
Thank you for your time in this matter and if there is any other information I Can provide please call me at 847/XXX-XXXX ext. [redacted]
Respectfully,
[redacted]
Service Director, Zeigler Chrysler
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello My name is [redacted], I am the General Manager of Zeigler Chrysler Dodge Jeep, I have had many conversations and have spent several thousand dollars trying to make our customers happy. It is a used BMW with 70,000 miles on it, a warranty was purchased which they agreed to and signed...
for. Now they want a warranty to cover everyhting on the car for the term of the loan, that is not possible and doesnt even exist, I have explained this many times but cant seem to come to an agreable end. I have offered to take the car in on trade for something newer that they can get a full warranty on but they want a BMW and have stated it is there first highline car and didnt know it would cost so much to fix if something goes wrong. I have tried to help but cannot provide them with a bumper to bumper full warranty on this unit. They had an issue with the car initially and we invested $2,000.00 + dollars to make it right which we did, to the customers satisfaction and at that point the cusomer agreed he was happy. Im not sure why this is an issue again as I have discussed as gently as I can we cannot offer a full bumper to bumper warranty for the term of the loan on this unit. I apologize for the inconvience this is causing, but we have invested in this issue and there is nothing else we can do. Thank You
[redacted]
Initial Business Response /* (1000, 5, 2015/10/20) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@zeigler.com
Mr.[redacted], my name is [redacted] and I am the General Manager here at Zeigler and first let me apologize for you...
inconvience and the way we have handled this issue. I have done my research on this issue and as always have many conflicting details but I try to evaluate all the information and make an informed decision. Bottom line is you are our customer and we have provided a bad experience, for that I am sorry. That is something I can not change and have no excuses for. I know Jim Macaluso my Used car Manager has tried to reach out to you and we have not received any response back. I cannot blame you. So at this point I would like to offer my apologies and $500.00 for your trouble and inconvience, in hopes that you know we are decent people trying to do the right thing but sometimes fail in our attempt to service the customer 100% We have failed you and I apolgize and hope that you accept our apology and know that we have learned from this and will make every effort to correct our processes moving forward.
Thank You for your time and consideration.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's quite possible this is going to cost thousands for me to fix. Aside from the thousands I've already spent trying to repair the miscellaneous issues. I'm getting an estimate soon just for the trunk scratches, but I'm heading out of town so it may be a week or so.
Final Business Response /* (4000, 9, 2015/10/22) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@zeigler.com
Mr.[redacted], I am sorry you do not feel this is enough $$ As much as I would like to make this experience better for you the absolute most we could offer you is $1000.00. You purchased a Used car and sometimes there are scratches and things wrong with used cars. As far as thousands and thousands of dollars we cannot do that sir. I just do not want any false impressions or any misleading information. $1000.00 is the most I can offer you and of course our apology other then that there is no need to wait weeks that will be our best offer. Please let me know your decision and I can have a check printed and sent out immediately.
Final Consumer Response /* (2000, 11, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the $1000 however I haven't been able to find anyone to fix the damage for less than that yet. I also want it on record that I've spent much more than that trying to repair these items after spending so much time trying to track down a manager to resolve this for me.
Initial Business Response /* (1000, 8, 2015/04/20) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@zeigler.com
Hello,
My name is [redacted] and I am the General Manager here at Zeigler. First let me apologize for the inconvenience this...
has caused you and express my disappointment in the break down of service. I try to make it a point to respond to all my voice messages and emails and I apologize if did not get back to you. I have no excuse or reasons why this happened other then we will learn from this and try to improve our processes so this does not happen again. For you time and trouble I would like to offer a check for $200.00 to you in hopes that you know and believe that we are good people trying to do the right thing but we are human and make mistakes. We try to learn from our mistakes and ask for forgiveness for any inconvenience we have caused you.
Thank You
[redacted]
Initial Business Response /* (1000, 5, 2014/12/19) */
The 2015 Dodge Journey was delivered to our dealership from the factory and the customer purchased the vehicle on 11/19/2014. When customer visited on 11/21/2014 the vehicle was driven by a technician and no shaking was detected. The...
vehicle was then inspected by a technician to ensure there were no defects with the suspension. Per manufacturer procedure, the technician ran a software scan to diagnose the reason for the check engine light illumination. Code 32 DTC was detected and then erased; this is noted on the paperwork given to and signed by the customer. Erasing this code turned off the check engine light and the technician verified the repair by test driving the vehicle. The customer was provided complimentary alternative transportation while the vehicle was being repaired. Customer returned to the dealership on 11/24/2014 as the check engine light was again illuminated, this time due to a different issue. A technician again followed manufacturer procedure and replaced bank 2 cam sensor. The vehicle was driven for several days by our service manager to ensure the repair. During that time all repairs were verified and the check engine light did not illuminate. Customer was again provided complimentary alternative transportation during repairs. Customer visited again on 12/3/2014 as the check engine light was illuminated, this time for a time for a new issue. Technician again followed manufacturer procedure to diagnose and found that EX cam solenoid was sticking. The solenoid was replaced, check engine light went off and again repair was verified by a test drive. As during previous visits, customer was provided with complimentary alternative transportation during the repair.
Our dealership has followed manufacturer procedures throughout all service visits. Per manufacturer guidelines, any return or exchange must be completed through the manufacturer and not the selling dealer. Our dealership will cooperate with the customer and manufacturer to resolve this issue through required guidelines and procedures.
My review is not from this exact location, my location was the downers grove Il location The salesman at the downers grove location are horrible when it come to communication I asked for a item a week went by I heard nothing at all, I have called and to no avail got the answer that I was looking for The would not even provide me with a simple email [redacted] is where I went to and was treated with the upmost respect and to this is still in contact with me to make sure everything was okay and to my liking
These people don't care about their customersAll they want is your moneyYou can find a place with better customer service trust meThey sold me a bogus car, I bought a warranty and allThey haven't fixed or nothingThey keep telling me they will call me back and never doBe advised do not shop here
Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ Contact Name and Title: [redacted] GM Contact Phone: XXX XXX XXXX Contact Email: [redacted] @zeigler.com Mr[redacted] , my name is [redacted] and I am the General Manager here at Zeigler and first let me apologize for you inconvience and the way we have handled this issueI have done my research on this issue and as always have many conflicting details but I try to evaluate all the information and make an informed decisionBottom line is you are our customer and we have provided a bad experience, for that I am sorryThat is something I can not change and have no excuses forI know Jim Macaluso my Used car Manager has tried to reach out to you and we have not received any response backI cannot blame youSo at this point I would like to offer my apologies and $for your trouble and inconvience, in hopes that you know we are decent people trying to do the right thing but sometimes fail in our attempt to service the customer 100% We have failed you and I apolgize and hope that you accept our apology and know that we have learned from this and will make every effort to correct our processes moving forward Thank You for your time and consideration [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's quite possible this is going to cost thousands for me to fixAside from the thousands I've already spent trying to repair the miscellaneous issuesI'm getting an estimate soon just for the trunk scratches, but I'm heading out of town so it may be a week or so Final Business Response / [redacted] (4000, 9, 2015/10/22) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @zeigler.com Mr[redacted] , I am sorry you do not feel this is enough $$ As much as I would like to make this experience better for you the absolute most we could offer you is $You purchased a Used car and sometimes there are scratches and things wrong with used carsAs far as thousands and thousands of dollars we cannot do that sirI just do not want any impressions or any misleading information$is the most I can offer you and of course our apology other then that there is no need to wait weeks that will be our best offerPlease let me know your decision and I can have a check printed and sent out immediately Final Consumer Response / [redacted] (2000, 11, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the $however I haven't been able to find anyone to fix the damage for less than that yetI also want it on record that I've spent much more than that trying to repair these items after spending so much time trying to track down a manager to resolve this for me
Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ Contact Name and Title: [redacted] Contact Phone: 847/XXX-XXXX ext [redacted] Contact Email: [redacted] @zeigler.com I want to first apologize again for the mishandling of Mr [redacted] experience at Zeigler ChryslerI will be referring to him throughout this response as [redacted] as that is how he introduced himself to meThere is no question that there was a serious breakdown in the processAs the manager I take full responsibility for the lack of follow up and handling of this situationWhen [redacted] made me aware of his dissatisfaction we made every attempt to try and correct the concerns at handThe breakdowns in the process started at initial write-up, to the wrong name on the parts ticket and ultimately incorrect information back to the ownerAt that point I apologized to [redacted] repeatedly and offered him a complimentary loanerAs a goodwill gesture I issued him free oil changes ($value) for the time he spent waiting at the storeI understand [redacted] is upset and we failed him on many levels, but I believe Zeigler did what was necessary to help and resolve the situationI am not excusing one thing that happened but I believe that Zeigler gave [redacted] appropriate compensation for his time Thank you for your time in this matter and if there is any other information I Can provide please call me at 847/XXX-XXXX ext [redacted] Respectfully, [redacted] Service Director, Zeigler Chrysler Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: The car was bought based on 5-year bumper-to-bumper warranty Financing of the car was arranged by you based on 5-year warranty The total amount we will have paid after we have made all payments as scheduled is $20, We are not asking for anything new We are only asking for what they themselves offeredOn my first call seeking warranty information, their service manager Tony confirmed it was covered by [redacted] Insurance [redacted] standard policy does pay for repairsAgain we are not asking anything new Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/04/20) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @zeigler.com Hello, My name is [redacted] and I am the General Manager here at ZeiglerFirst let me apologize for the inconvenience this has caused you and express my disappointment in the break down of serviceI try to make it a point to respond to all my voice messages and emails and I apologize if did not get back to youI have no excuse or reasons why this happened other then we will learn from this and try to improve our processes so this does not happen againFor you time and trouble I would like to offer a check for $to you in hopes that you know and believe that we are good people trying to do the right thing but we are human and make mistakesWe try to learn from our mistakes and ask for forgiveness for any inconvenience we have caused you Thank You [redacted]
Initial Business Response / [redacted] (1000, 7, 2014/05/05) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @zagteam.com HELLO MY NAME IS [redacted] GENERAL MANAGER AT ZEIGLER CHRYSLER DODGE JEEPFIRST LET ME START OFF BY APOLGIZING FOR THE INCONVIENCE THIS UNFORTUNATE SITUATION AS CAUSEDIN THIS CASE THE VEHICLE WAS PURCHASED BY MR [redacted] AND DRIVEN FOR MONTHS THE FIRST TIME WE KNEW ISSUE FOR USED WAS ON 03-24-MR [redacted] BROUGHT HIS JEEP IN FOR SERVICE MILES AND WAS STATING THAT HE FELT THERE WAS AN ISSUE WITH THE SHIFTING OF THE TRANSMISSION WE LOOK AT THE JEEP AND COULD NOT DUPLICATE THE ISSUE RAN THROUGH SOME STANDARD PROCEDURES AND NOTED WE COULD NOT DUPLICATE AND THERE WERE NO ISSUES STORED IN THE COMPUTERHE BROUGHT IT BACK IN ON 4-02-MILES STATING THAT HE FELT THE ISSUE WAS STILL THEREAGAIN WE FOUND NO ISSUES WITH TRANSMISSION WE COULD NOT DUPLICATE THE ISSUEMR [redacted] CAME BACK IN ON 4-7-MILES STATED HE HAS BEEN TALKING TO CHRYSLER ABOUT THE ISSUE AND THEY WERE GOING TO HAVE AN ENGINEER LOOK AT THE JEEPENGINEER AND TYECH DID SOFTWARE UPDATE IT WAS DETERMINED THERE COULD BE AN ISSUE CHRYSLER DECIDED TO REPLACE THE TRANSMISSION TO TRY TO RESOLVE THE ISSUECUSTOMER STATED THAT HE JUST DOESNT LIKE THE WAY THE SPEED TRANSMISSION SHIFTS COMPARED TO HIS LAST VEHICLECHRYSLER REPLACED THE TRANSMISSION MR [redacted] HAS PICKED UP HIS JEEP AND SEEMED TO BE HAPPY AND PLEASED WITH THE RESULTSWE HAVE TRIED TO ACCOMIDATE MR [redacted] AND ADDRESS HIS NEEDS AND WE HOPE HE IS SATISFIED WITH THE OUTCOME THANK YOU Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) First the car I brought is a Chrysler not a Jeep, second I called Chrysler and I called the dealership days after I bought the car to report the issue, this is all documented by Chrysler, all this GM can do is call Chrysler and get the records straightThird I did bring the car to my local chrysler because I did not want to deal with the attitude of the sales departmentThe issue was reported with less than miles on the car, all you have to do is review the service history with Chrysler and you will know and see that I brought the car more than times for the same issue, also review the web customer reviews on their website and you will see the negative comment that I placed on their site, for them to say that I brought the car with miles on it is just straight out lie because I did call them and had a big argument on the phone with their sales manager and he simply said we do not do returns or refunds, bring the car and we will fix itI called chrysler and they said most dealerships will be able to return the car and they contacted them and could not force them to do itAll this is documented with ChryslerThe least that this General manager can do is get his records straight and speak of the correct car a CHRYSLER not a JEEPI have a copy of the service record from this dealership stating that Chrysler asked them to check for any metal shavings in the transmission, and because it was found the transmission was replacedI even had some of the service managers trying to convince me that this is how the car drives normally because of the shifts transmission and this is why the statement about me not liking this transmission mentioned by the GM is correct., now once the transmission is replaced all issues are fixed ? is this Magic or simply the transmission was bad since day one? Chrysler just announced a recall due to the same issues for 150,cars, everybody at that dealership who tried to convince me that this is how the car drives normally need to go back to training againI can only speak good of the manager of the service department [redacted] and the sales guy that sold me the carGet your records straight MrGM just call Chrysler and the truth will come out you flat out sold me lemon and now I have to live with the result of having a replaced transmission on a car which will take the value of my car down specially that all these service visit can show on carFax and it will not take a genius to know that this car is full of issuesSorry I'm usually a nice guy, but this frustrating experience made me hate Chrysler which I owned and drove all my life because Lemon is sold and now one was able to protect meI'm the golden egg to this dealership until I sign on the dotted line then I'm as worthless to them as the paper the I just signedVery bad experience all around with the exception of the two people I mentioned aboveSorry, but your response is not acceptable MrGMPlease note the information that I mentioned above is all documented and the reason and the fix performed when the metal shavings were found was also mentioned in the receipt I got from this dealership Final Business Response / [redacted] (4000, 11, 2014/05/07) */ Mr ***, I apologize for the mistakes made on the make of the vehicle I did look at all history and seen the same things that you are speaking ofThe fact is we cannot just take cars back after they have been purchased and driven, it is an unfortunate situation when someone purchases a vehicle and has issues with it but it does happen from time to timeWe do not know when a car is going to have problems but when they do we follow standard dealer protocol which in this case we did by the bookThe manufacturer is the only entity that can make a decision if a car is considered a lemon or not they build them and they decide when one is fixable and when they are notIn this case they did not decide that this unit qualified under the lemon lawBut they did see reason to replace the transmission which we didYou have been pleasent with the service department and we have expedided the transmission changeI am not sure why there is such anger towards me when the first I have heard of this is you Revdex.com complaint and I followed up with my staff immediatly to make sure it was handledTo my knowledge you picked up your car and you were happy??? I would like to help in any way I can but at this poiunt I am not sure what you would like me to doYou have already wrote negative things on our website and gone to the Revdex.com I have responded promptly and you vehicle was fixed in the manner and timing required by du dilligence with Chrysler CorpPlease let me know what it is I can do to try to make you at least not so angry at meMy name is [redacted] I am the General Manager and I would like to help resolver this issue Thank You Final Consumer Response / [redacted] (4200, 13, 2014/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] The damages are already doneafter months I don't think there is anything that you can doMy car fax on this car is negative, the value of my car is down because of all the recent visits, and the anger I have towards how I was treated and the Chrysler brand is done and over withThis situation was preventable if the sales Manager "***" had offered to exchange the car the next day after I bought itThe car was a lemon since day one and I will be taking Chrysler to court for thatI really did not have to bring the car times, and have you work on it times before some smart mechanic decide yes the transmission is badEvery time someone test drove the car told me that this is how the transmission suppose to shift, every issue I mentioned was faced with rejection to the point that I almost believed it myselfThere was a service guy who owns a Chrysler too told me that he has the same issue with his and this is just how it is designed to function, and when I asked someone to drive it he gave me an attitude and he asked one of the mechanic to drive it and I heard him saying that there is no issue with the car, basically he just wanted to shut me up and he did it in the wrong wayIf it was not for [redacted] the Service manager who suggested that he drives the car with me after seeing me arguing with this unprofessional service guy this issue would have not be resolvedI proved them all wrongIf you read the final report I got from your dealership you will see that there was major issues with the transmission and Chrysler knew about it since day one, they even recalled over XXXXXX cars with similar issues in April of this yearWith that said you tell me what your dealership can do to make me feel less angry or more satisfied with the resultsI already mentioned to you all the negative results of this experience and I will list them again below, you tell me how Chrysler or your dealership can turn this negative to positive - Bad Car Fax report ( showing visit, then replaced transmission on a new car) - Bad Customer experience ( bringing the car times to prove to Chrysler that there is an issue, and there was an issue based on the report from your dealership), and Yes the car is fixed now so there was an issue since day one as I reported.) - Dealing with Bad sales people starting with Lou the sales manager and ending with the service rep who insisted that he drive a C class that is doing the same thing, and was doing his best to get me to agree to his unprofessional opinion and move on with my lifeI'm glad I proved them all wrong - The value of my car is declined tremendously due to the bad car fax report - Chrysler called your dealership about returning the car a day after I bought itThey did their best and then came back telling me that they can not force this on the dealershipSo maybe you should trace this conversation internally and figure out who talked to Chrysler about this issue when I first reported itFor this sales manager to not return the car and make me face all this hardship just so who can make few hundred dollars is uncalled forIf he asked me to pay a restocking fee or lose couple of hundreds because I drove it for a day this whole situation would have been prevented I really don't know what you can do at this point, you tell MeAnd please note I'm not angry at you, I'm angry at Zeigler and at the Chrysler brand in general, you as a person I have not met you and I have no issue with you at all Thanks
To Whom It May Concern:
size="3"> Mr*** vehicle was towed in for no start conditionThe service department had his vehicle for days and in those days the tech was diligently working on his vehicle for hoursThe concern with Mr*** vehicle was very difficult to determine and required some time to locate the causeI have been in the service business a long time and I don’t believe it would be fair to the customer if we asked for hours of diagnostic time before we even inspect the vehicleTherefore we try to spend a reasonable amount of time to try and find the cause and then contact the customer with a quote In this particular case we checked and tested several components and narrowed it down to the TIPM moduleWe did inform Mr*** that there is a possibility that the TIPM might be defective and may need to replaced, but we needed to remove it and test it firstThe TIPM was tested and was operating as designedThe tech then started tracing wiring from the TIPM where he found the electrical connection concernIt appears someone had done some repairs under the dash causing the main power to the TIPM to loosen, therefore causing the vehicle not to start The technician inspected the connector and refastened itThe vehicle started and was operating accordingly
Mr*** Service Advisor, *** *** spoke with him to inform him of our findings and give him a quote of $to repair the vehicleAs you can see from the amount we were not asking for the full hours but we did charge him for hours of labor at $per hourThe end result was a success I spoke with Mr*** and he informed me that the vehicle is perfect and starting every time Mr*** feels as though that $is excessive for finding a simple problem that was not so simple to findI believe the charges are fair and I believe that we took extreme care in diagnosing his vehicle correctly
Mr*** brought a vehicle to Zeigler on a tow truck that would not startHe even had a friend look at the vehicle to determine that it wasn’t just a batteryHe left here with a vehicle that starts every timeWe have provided him with excellent service at a reasonable rate
I don’t believe Mr*** is entitled to any refund whatsoever
Thank you for your time in this matter
*** ***
Service Director
Zeigler ***
I went to Zeigler Chrysler Dodge Jeep, LLC in Schaumburg, Illinois, for an oil change Forty-five minutes later, I left with my car Three days after the oil change I noticed my car was leaking oil After further investigation, it was determined that the mechanics at Zeigler did NOT change my oil at all They merely added oil on top of the dirty oil they should have drained, causing over six quarts of oil total in my vehicle As a result, excess oil started leaking out of my car I am extremely disappointed and discouraged by the service offered at Zeigler They are lazy, neglectful, and incompetent For a supposedly reputable business, they are the WORST and I would HIGHLY discourage anyone and everyone from going there unless you like receiving terrible customer service!!
I purchased a *** *** with cash .I was told by the sales rep Keri *** .That he would give me a year worth of oil changeI only received .The second one I was charged $48.00.I have called Keri *** over times he will not return my calls .I also talked to the Sales Manager over a month ago he said he would call me back concerning this matterI feel if I was a man and not a minority this situation would have been addressBut seeing I'm a *** *** this is why this is happeningWow who would ever think that Zeigler Chrysler would do such a thing.Well I am here to tell you believe it
Service Department charged me to replace a part that they didn't actually replaceWhen I found out, they denied it and told me I was wrongI have had separate mechanics tell me it was the original part
They are always right, and the customer is always wrongRude, arrogant, totally dismissive of my problem and completely unwilling to do anything about it
Hello, I apologize for the mistake and misunderstanding I will gladly pay the $difference baring there are no negative reviews or social media reviewsIf there are we would at least appreciate that they be corrected to say that we did the right thingWe try our very best
to give each and every customer our very best and be as honest and straight forward as possibleSometimes stickers are removed from windows per the customers request before a test drive for safety reasons in this case that may have happened before this transaction or the unit may have been sold before, and the customers changed there mind and switched to a different vehicle and we did not put the sticker back on the windowAn innocent mistake I can assure youPricing at times can become tricky with new cars in stock and the manufacturer changing rebates and incentives sometimes several times per month, we try our very best to make sure we are on top of proper pricing, but we are not perfect and sometimes make a mistakeI apologize for the trouble and inconvenience and will be happy to cut a check on Monday and refund the difference it is our hope that you understand and that this experience has not tarnished your opinion of Zeigler. We strive to give our customers a great experience. Please let me know if this is acceptable and I will issue a refund check on Monday
Thank You
Joe
Complaint: ***
I am rejecting this response because:
as I do understand the timeframe it took to look over the vehicle the question to this matter still remains, where did my $inspection go to, please indicate where in your service policy it shows that the inspection timeframe is limited to hour only, as talked with over the phone that you told me, please pull up the phone conversation I had with Bill on Thursday afternoon and show me where he stated that that tip needed to be taken out, all that was conversed with Bill was that the TIPM system could "possibly be fried" but he was going to check again to assure me that was the problemI honestly don't feel that that my interest was protected in this matter, if bill would of came to me and told me "we think it's the TIPM thats fried but we need your PRE APPROVAL for hours of labor at this amount ($$) per hour, to make sure" I would have had the choice of agreeing to the job before hand or taking the vehicle from your hands and towing it elsewhereYour service department took my car keped it for days and handed me a bill at the end for work performed that I never knew about never agreed on and never had the choice to accept or denie as I was still under the impression that your company is still running the inspection on it and will get back to me with the problem all for $100, Where is the communication hereyes my car came in on a tow truck and left running, but it was all done at your digression I was never involved which I strongly believe the customer should always be entitled a say in the matter.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2014/03/19) */
Contact Name and Title: *** ** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@zagteam.com
Hello My name is *** St.Germain I am the General Manager here at Zeigler first let me express my disapointment in the fact that
we upset you and inconvienced youWe try very hard to do the right thing by our customers and unfrotunalty sometimes we fail at trying our bestI have done my research and have to talked to all parties involved and this is unfortunalty a situation where a porter who cleaned the car accidentaly took the keys home and another salesman set an appoitment with another customer (not knowing anyhting about another salesman also having a customerThe next day the porter came back to work with the keys put them in the machine the other salesmans customer came in and he got the key from the machine and sold the unitIt sometimes happens that there are multiple customers on the same unit and unfortunaly someone doesnt get the car and they are understanable upseti apologize for the inconvience and will review this situatuion to learn from and improve our processesFor the inconvience I would like to offer $and I have spoken to my used car manager we will look for an equal car for same dollarsBut I do not want to give impression this type of unit will not be easy to find and I cannot gauantee we will find one but we will make the effortAgain I apologize for the inconvience this situation has caused and will work to improve our process so it does not happen again
Thank You
Initial Consumer Rebuttal /* (3000, 7, 2014/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information provided is not trueI was told that when the keys were available the following day that the key had to be made for the car, & apparently they weren't available from the porterThe salesman "***" also said that when he wasn't going to be there after 3:the next day that the rest of the sales staff were told I would be there that day & that he had recommended that I meet with *** *** another salesman, who would handle the transactionAlso, since this complaint was filed, I have yet to hear from anyone at the dealership, with no offer on a comparable vehicle at the same price, as was promised above
Final Business Response /* (4000, 9, 2014/04/02) */
*** hello sir first let me apolgize again and express my disappointment in the situationWe try to make every customer happy and satisfied but unfortunatly we failI agreed that we would look for a comparable care to the previous unit which we arei also offered to compensate you for your timeI am not sure what more I can do we are looking for a car and hopefully we will find oneUnfortunaly cars get sold some people miss them and that is unfortunate for sure I wish I had enough cars to accomidate everyoneAgain I apologize and I have spoke with the people involved in the issue and we have set some processes in place that will hopefully prevent this from occuring again
Thank You
Final Consumer Response /* (4200, 11, 2014/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have waited until the last day to respond to this, and I have still heard nothing from the dealership or have had any correspondence with an offer of ANY vehicle at ANY priceI have since purchased another vehicle from another dealer who was more than happy to see that their customer was satisfied
My review is not from this exact location, my location was the downers grove Il location. The salesman at the downers grove location are horrible when it come to communication. I asked for a item a week went by I heard nothing at all, I have called and to no avail got the answer that I was looking for. The would not even provide me with a simple email. [redacted] is where I went to and was treated with the upmost respect and to this is still in contact with me to make sure everything was okay and to my liking.
Initial Business Response /* (1000, 5, 2015/07/28) */
Contact Name and Title: [redacted]
Contact Phone: 847/XXX-XXXX ext [redacted]
Contact Email: [redacted]@zeigler.com
I want to first apologize again for the mishandling of Mr. [redacted] experience at Zeigler Chrysler. I will be referring to...
him throughout this response as [redacted] as that is how he introduced himself to me. There is no question that there was a serious breakdown in the process. As the manager I take full responsibility for the lack of follow up and handling of this situation. When [redacted] made me aware of his dissatisfaction we made every attempt to try and correct the concerns at hand. The breakdowns in the process started at initial write-up, to the wrong name on the parts ticket and ultimately incorrect information back to the owner. At that point I apologized to [redacted] repeatedly and offered him a complimentary loaner. As a goodwill gesture I issued him 3 free oil changes ($150 value) for the time he spent waiting at the store. I understand [redacted] is upset and we failed him on many levels, but I believe Zeigler did what was necessary to help and resolve the situation. I am not excusing one thing that happened but I believe that Zeigler gave [redacted] appropriate compensation for his time.
Thank you for your time in this matter and if there is any other information I Can provide please call me at 847/XXX-XXXX ext. [redacted]
Respectfully,
[redacted]
Service Director, Zeigler Chrysler
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello My name is [redacted], I am the General Manager of Zeigler Chrysler Dodge Jeep, I have had many conversations and have spent several thousand dollars trying to make our customers happy. It is a used BMW with 70,000 miles on it, a warranty was purchased which they agreed to and signed...
for. Now they want a warranty to cover everyhting on the car for the term of the loan, that is not possible and doesnt even exist, I have explained this many times but cant seem to come to an agreable end. I have offered to take the car in on trade for something newer that they can get a full warranty on but they want a BMW and have stated it is there first highline car and didnt know it would cost so much to fix if something goes wrong. I have tried to help but cannot provide them with a bumper to bumper full warranty on this unit. They had an issue with the car initially and we invested $2,000.00 + dollars to make it right which we did, to the customers satisfaction and at that point the cusomer agreed he was happy. Im not sure why this is an issue again as I have discussed as gently as I can we cannot offer a full bumper to bumper warranty for the term of the loan on this unit. I apologize for the inconvience this is causing, but we have invested in this issue and there is nothing else we can do. Thank You
[redacted]
Initial Business Response /* (1000, 5, 2015/10/20) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@zeigler.com
Mr.[redacted], my name is [redacted] and I am the General Manager here at Zeigler and first let me apologize for you...
inconvience and the way we have handled this issue. I have done my research on this issue and as always have many conflicting details but I try to evaluate all the information and make an informed decision. Bottom line is you are our customer and we have provided a bad experience, for that I am sorry. That is something I can not change and have no excuses for. I know Jim Macaluso my Used car Manager has tried to reach out to you and we have not received any response back. I cannot blame you. So at this point I would like to offer my apologies and $500.00 for your trouble and inconvience, in hopes that you know we are decent people trying to do the right thing but sometimes fail in our attempt to service the customer 100% We have failed you and I apolgize and hope that you accept our apology and know that we have learned from this and will make every effort to correct our processes moving forward.
Thank You for your time and consideration.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's quite possible this is going to cost thousands for me to fix. Aside from the thousands I've already spent trying to repair the miscellaneous issues. I'm getting an estimate soon just for the trunk scratches, but I'm heading out of town so it may be a week or so.
Final Business Response /* (4000, 9, 2015/10/22) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@zeigler.com
Mr.[redacted], I am sorry you do not feel this is enough $$ As much as I would like to make this experience better for you the absolute most we could offer you is $1000.00. You purchased a Used car and sometimes there are scratches and things wrong with used cars. As far as thousands and thousands of dollars we cannot do that sir. I just do not want any false impressions or any misleading information. $1000.00 is the most I can offer you and of course our apology other then that there is no need to wait weeks that will be our best offer. Please let me know your decision and I can have a check printed and sent out immediately.
Final Consumer Response /* (2000, 11, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the $1000 however I haven't been able to find anyone to fix the damage for less than that yet. I also want it on record that I've spent much more than that trying to repair these items after spending so much time trying to track down a manager to resolve this for me.
Initial Business Response /* (1000, 8, 2015/04/20) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@zeigler.com
Hello,
My name is [redacted] and I am the General Manager here at Zeigler. First let me apologize for the inconvenience this...
has caused you and express my disappointment in the break down of service. I try to make it a point to respond to all my voice messages and emails and I apologize if did not get back to you. I have no excuse or reasons why this happened other then we will learn from this and try to improve our processes so this does not happen again. For you time and trouble I would like to offer a check for $200.00 to you in hopes that you know and believe that we are good people trying to do the right thing but we are human and make mistakes. We try to learn from our mistakes and ask for forgiveness for any inconvenience we have caused you.
Thank You
[redacted]
Initial Business Response /* (1000, 5, 2014/12/19) */
The 2015 Dodge Journey was delivered to our dealership from the factory and the customer purchased the vehicle on 11/19/2014. When customer visited on 11/21/2014 the vehicle was driven by a technician and no shaking was detected. The...
vehicle was then inspected by a technician to ensure there were no defects with the suspension. Per manufacturer procedure, the technician ran a software scan to diagnose the reason for the check engine light illumination. Code 32 DTC was detected and then erased; this is noted on the paperwork given to and signed by the customer. Erasing this code turned off the check engine light and the technician verified the repair by test driving the vehicle. The customer was provided complimentary alternative transportation while the vehicle was being repaired. Customer returned to the dealership on 11/24/2014 as the check engine light was again illuminated, this time due to a different issue. A technician again followed manufacturer procedure and replaced bank 2 cam sensor. The vehicle was driven for several days by our service manager to ensure the repair. During that time all repairs were verified and the check engine light did not illuminate. Customer was again provided complimentary alternative transportation during repairs. Customer visited again on 12/3/2014 as the check engine light was illuminated, this time for a time for a new issue. Technician again followed manufacturer procedure to diagnose and found that EX cam solenoid was sticking. The solenoid was replaced, check engine light went off and again repair was verified by a test drive. As during previous visits, customer was provided with complimentary alternative transportation during the repair.
Our dealership has followed manufacturer procedures throughout all service visits. Per manufacturer guidelines, any return or exchange must be completed through the manufacturer and not the selling dealer. Our dealership will cooperate with the customer and manufacturer to resolve this issue through required guidelines and procedures.