Zeigler Chrysler Dodge Jeep Ram of Schaumburg

Initial Business Response / [redacted] (1000, 5, 2014/12/19) */ The Dodge Journey was delivered to our dealership from the factory and the customer purchased the vehicle on 11/19/When customer visited on 11/21/the vehicle was driven by a technician and no shaking was detectedThe vehicle was then inspected by a technician to ensure there were no defects with the suspensionPer manufacturer procedure, the technician ran a software scan to diagnose the reason for the check engine light illuminationCode DTC was detected and then erased; this is noted on the paperwork given to and signed by the customerErasing this code turned off the check engine light and the technician verified the repair by test driving the vehicleThe customer was provided complimentary alternative transportation while the vehicle was being repairedCustomer returned to the dealership on 11/24/as the check engine light was again illuminated, this time due to a different issueA technician again followed manufacturer procedure and replaced bank cam sensorThe vehicle was driven for several days by our service manager to ensure the repairDuring that time all repairs were verified and the check engine light did not illuminateCustomer was again provided complimentary alternative transportation during repairsCustomer visited again on 12/3/as the check engine light was illuminated, this time for a time for a new issueTechnician again followed manufacturer procedure to diagnose and found that EX cam solenoid was stickingThe solenoid was replaced, check engine light went off and again repair was verified by a test driveAs during previous visits, customer was provided with complimentary alternative transportation during the repair Our dealership has followed manufacturer procedures throughout all service visitsPer manufacturer guidelines, any return or exchange must be completed through the manufacturer and not the selling dealerOur dealership will cooperate with the customer and manufacturer to resolve this issue through required guidelines and procedures

To Whom It May Concern: Mr [redacted] 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 [redacted] 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 quoteIn this particular case we checked and tested several components and narrowed it down to the TIPM moduleWe did inform Mr [redacted] 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 startThe technician inspected the connector and refastened itThe vehicle started and was operating accordinglyMr [redacted] Service Advisor, [redacted] 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 [redacted] and he informed me that the vehicle is perfect and starting every timeMr [redacted] 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 correctlyMr [redacted] 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 rateI don’t believe Mr [redacted] is entitled to any refund whatsoever Thank you for your time in this matter [redacted] Service Director Zeigler ***

Hello my name is [redacted] St[redacted] , I have read the complaint and agree to pay $1,for the trouble and inconvenienceI would request that no negative reviews be posted on social media, if this has already been done I would hope they would be removedUpon agreeing to terms, I will issue the check and mail it out immediately.Thank You ***

Mr [redacted] , first let me apologize for the incontinence this has caused youI have done some research and have a few answersFirst when you purchase a car from another state other then Illinois we have to secure the lien with the lender, so we use an outside company called ATC that handles the tile work with the state the consumer lives in, which in your case is [redacted] We filled out all the required docs and sent them to the [redacted] along with the title on the 7th of AprilA week later the state sent us an email stating they needed an original odometer we called and made them aware that we sent it, the woman looked through the paperwork and confirmed that YES we have it our fault sorryA week later same woman sent another email stating again that she needed an original odometer ???? We called again and she apologized and said it was crazy there and she messed upWe just look online at the [redacted] website and it shows the *** issued the title on the 16th of this monthSo if it has been issued the bank should receive any day nowIt is a [redacted] issue just like with Illinois it takes them sometime to process title work depending on there work load at the timeAgain we are very sorry for the inconvenience this may have caused.Sincerely [redacted] General Manager

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

Hello, my name is Joe *** and I am the Regional Vice President of the Zeigler Schaumburg locationsFirst let me apologize for the inconvenience this situation has caused you, I would like to take a few moments and discuss my findings after doing some research on this matterI spoke to Mr
*** who was the Finance Manager on your transaction and he had a very clear memory of the events on your particular deal since he did spend a lot of time working with you on this purchaseYou and your husband were interested in a used Dodge Challengers we tried to get financing secured on the used vehicles in several different structures but could not attain financing for you on either unit, Mike then suggested that maybe he could get an approval on a New challenger and if he could do that would he have your permission to do so and you and your husband agreedMike then proceeded to secure financing on a new Challenger which we ended up getting approvedSometimes the finance companies like new collateral better then used and will approve at better terms for the consumerI believe you and your husband spent a long time here that day and had to come back the following day to pick up the carThere is unfortunately nothing I can do about the credit inquires since you signed the credit application which gives us written permission to submit you application to banks to secure a loan for youWhen you are purchasing a car the only inquiry that matters is the first the rest do not effect your score in a derogatory manner unless you go to many dealerships and each one sends in you application then it will affect your scoreThere is nothing we could do in regards to your credit report due to its privacy the credit companies will not let any business have anything to do with changing or altering your credit report in any wayYou came in on 04-17-(days after purchase) and properly filled out a warranty cancelation form which we are processing now and the cancelation proceeds will go to the lease companyWe could not refinance you at that time because your loan was funded on the 11th, once its funded we cannot resign or change the contract it is processedAgain I apologize for the inconvenience but there is not much I can do at this time Thank You Joe ***

Initial Business Response /* (1000, 5, 2015/07/28) */
Contact Name and Title: *** ***
Contact Phone: 847/XXX-XXXX ext ***
Contact Email: ***@zeigler.com
I want to first apologize again for the mishandling of Mr*** experience at Zeigler ChryslerI will be referring to him
throughout this response as *** 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 *** 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 *** 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 *** 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 *** 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***
Respectfully,
*** ***
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 *** ***, 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 happyIt is a used BMW with 70,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 endI 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 wrongI have tried to help but cannot provide them with a bumper to bumper full warranty on this unitThey had an issue with the car initially and we invested $2,+ dollars to make it right which we did, to the customers satisfaction and at that point the cusomer agreed he was happyIm 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 unitI apologize for the inconvience this is causing, but we have invested in this issue and there is nothing else we can doThank You ***

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 MondayThank YouJoe

Ms.*** I apologize for any inconvenience this may have caused you, regrettably at this point there is nothing we can do about your credit inquiries and we are in the process of canceling your extended warrantyI would like to offer you $for your trouble and aggravationSincerely Joe

Hello, my name is Joe ** *G*** and I am the Regional Vice President here at ZeiglerFirst let me apologize for whatever inconvenience this may have caused youWe do try our best to provide great service to our customersUnfortunately sometimes we fail in doing so, but try to learn from our
experience. I have reviewed the circumstances on our end and it looks as though we where trying to establish what incentives you qualify for to get you the best possible priceBecause you live outside of cook county and there are some rebates that are county specific we try our best to make sure we could get as accurate as possibleWe normally do not like to take deposits to hold cars over the phone, based on years of experience and the fact we are a very high volume dealership we do not practice thisThere are too many things that can happen when we take deposits, we hold the car the customer does not come in and during the waiting period we could have sold to other clients who came in and were upset that the car sitting on the lot they could not buy because someone had a deposit on it and they drove there ready to buy it nowSo we try not to secure cars with depositsI do apologize for the inconvenience and could have one of our managers reach out to you to see if we could find another vehicle that might fit you needs. Thank You Joe *** G***

Complaint: ***
I am rejecting this response because: Unfortunately Mr** ***, what you've stated absolutely contradicts everything your staff has said and documentation they have providedOn May 10th 2017, *** *** *** sent the documents from ATC which showed they received first documents on April 19th ATC then sent a "needs notice" to Zeigler on April 21th which was not responded to until May 8th On May 4th Mr *** stated in writing "Hi *** I got in contact with my title department Everything has been sent out already on April *** is saying it should be completed on their end anywhere from 2-days I can check again later in the week for you for an other update. Kindest regards, *** ***Zeigler *** *** *** *** ** *** This issue was caused by gross incompetence and refusal to process the required documentation in a timely manner.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/04/16) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@zeigler.c
Zeigler Chrysler will be reimbursing Mr *** *** In good faith for the amount of $281.36.It will be processed immediately

Initial Business Response /* (1000, 8, 2015/02/13) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@zeigler.com
Hello My name is *** *** the General Manager at Zeigler CDJThe situation has hopefully been resolvedOur GSM *** *** spoke
with Mr.*** and discussed the unfortunate situation we have off set some of the concern with a check in the amount of $and apologized for the misunderstanding and hopefully Mr.*** is pleased with the outcomeI apologize for any trouble or ill feelings we may have caused Mr.*** with the hopes that he knows without doubt that we want to take care of our customers and always have there best interest in mind
Thank You
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have received a check in the amount of $so far.
Sincerely,
*** ***

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, 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.

Mr. [redacted], first let me apologize for the incontinence this has caused you. I have done some research and have a few answers. First when you purchase a car from another state other then Illinois we have to secure the lien with the lender, so we use an outside company called ATC that handles the...

tile work with the state the consumer lives in, which in your case is [redacted] We filled out all the required docs and sent them to the [redacted] along with the title on the 7th of April. A week later the state sent us an email stating they needed an original odometer we called and made them aware that we sent it, the woman looked through the paperwork and confirmed that YES we have it our fault sorry. A week later same woman sent another email stating again that she needed an original odometer ???? We called again and she apologized and said it was crazy there and she messed up. We just look online at the [redacted] website and it shows the [redacted] issued the title on the 16th of this month. So if it has been issued the bank should receive any day now. It is a [redacted] issue just like with Illinois it takes them sometime to process title work depending on there work load at the time. Again we are very sorry for the inconvenience this may have caused.Sincerely[redacted]General Manager

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]

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.
Sincerely,
[redacted]