All American Exteriors

To Whom It May Concern, Al Palmer, our Service Advisor, didn't diagnose her vehicle, a technician did The technician install parts, the parts didn't fix the issue, and the dealership took the parts off, and removed all charges No labor was charged, no diagnostic fee was charged, and no parts were charged, because we have refunded all the money to her Credit Card as of this morning Al explained what was needed to repair the vehicle after the technician realized what the issue was after initial parts didnt fix the issue The customer declined the repair If we had not refunded the customer already, perhaps there would be a different solution, but it appears since no money was charged ultimately, we can offer to repair the rear hatch based on the correct diagnosis, or the customer can elect to not have the repair done, as she has so far We apologize that our technician mis-diagnosed the issue the first time, as we never want to mis-diagnose a vehicle, but we did refund all of the chargesIf you need any further information please feel free to contact me or our Service Manager, [redacted] * Thank you, [redacted]

customers info has been removed from our system We, at the dealership level, will be unable to call the customer going forward as there will be no contact information in our computer system sincerely, Jacksonville Chrysler Jeep Dodge

To Whom It May Concern, Mr [redacted] came into the dealership on Saturday and purchased a van The customer signed all paperwork to purchase a van, including a retail installment contract The customer was going to go home and get his money together and come back and pay for the van in full Customer came in on Sunday the 13th and said he did not want to buy the van It is true that we do not have a return policy We do in most instances offer an exchange policy, however the customer only wanted to cancel the deal altogetherHe spoke with the General Sales Manager on Monday and was told we do not have a return policy and that he could not just cancel the deal The dealership attempted to contact the customer via telephone later, but was unsuccessful Shawn was calling to let the customer know that we were going to allow him to undo his purchase and that we would not be sending any contracts to a financial institution While we do not tear up documents, we will consider this deal undone The customer is released from the purchase of the Chrysler van If you have any further questions, please feel free to contact meSincerely, [redacted] Jacksonville CJD###-###-####

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I would like to have all original documents relating to my vehicle returned to me as soon as possibleThank you [redacted] I have reviewed the response made by the busTiness in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

A check has been cut and mailed to the customer as of 7-22- We apologize for the delay as we have had a change in manager in the service department.Sincerely,Jacksonville CJDR

I do not know who the customer spoke to at the dealership, but I will do my best to look up the records in service and teach that individual to come ask more questions of managment in these types of situations The customer will have free oil changes showing in our computer system tomorrow morning and they will be good at this store until they are used by the customer If the customer needs something in writing, besides this letter to the Revdex.com please let me know I apologize that our employees did not do the right thing and honor the agreement that was made at the time of purchasesincerely, [redacted] Jacksonville Chrysler Jeep Dodge

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: im a master of science in automobile engineering by Mercedes Benz in Germany and btu Cottbus and also have my own automobile Service shop in Jacksonville [redacted] I've replaced said valve covers and a new pcv valve was installe prior the checkup at the dealershipI've told the service adviser before about my problems and showed videos and pictures about itI was very specific about valve guides and leaking stem seals and about the failing catalytic converter on bank what is a sign of excessive oil burningExcessive blue smoking out of the exhaust are not caused by leaking valve cover nor by a newly replaced pcv valve and said oil on the side of the timing cover and parts of the oil pan should be visible seeen as old dirty black oil and not fresh leaking as the car also had done fresh oil changesIf showed pictures about the failing valve guides that are loose and creating a slight scratching ticking noise from bank As I went back to talk with the technicians and pointed out the video he said there was no check engine light and he don't know about a check engine light even service adviser noted that on the pre inspectionI have told him that check engine light is for catalytic converter bank and I got quot d 1500$ to replace booth bank and Technician did not answer my questions and walked awayI've tried to claim warranty trough my shop but as Chrysler talked with the technician they said all the parts are not related to the cylinder head they are related to the oil pan and I got my warranty claim deniedI've paid dollars for innacruate diagnosisI've also got quoted for my engine cover that was sitting in the trunk and not even related to the issue at handDealership constantly denied the smoking problem to failed valve stem seals and loose valve guidesWarranty paper description shows exactly this kind of probelems that valve guides and stem seals failThey also install the wrong switch even I gave them the right papers with the right part numbers and instructions and had to come back twice for a minutes job they failed to do the first timeIt just shows the incompetence of the technicianOn phone calls service advisers and technician constantly insisted that there was at first no check engine light but didn't responded why service adviser noted it on the pre inspection paper and invoice show no signs of check engine light diagnosisCheck engine light stayed all the time on with prior code for misfire bank cylinder They can talk all this to people that have no clue about cars but not to a guy that went years apprentice in Germany plus bachelor and masters degree In automobile engineering and jet propulsion Regards, [redacted]

To Whom It May Concern, If Mr [redacted] could email me at [redacted] I would love to discuss the issue and get the Chrysler Representative involved and see what can be done I understand his frustration, and I will relay that to the Representative of the Manufacturer I agree with MrJohnson, our employees should certainly do more than just say it is a common problem and we know how to fix it if he wants to pay for us to do it Although Chrysler may not fix it under warranty because his vehicle is out of warranty, that doesn't mean there is nothing they can do, and it is at least worth having a discussion with them about it We should have that discussion, not ask Mr [redacted] to have it That isn't very good customer service I do know of other Ram's that have an issue with a back window leak, and I believe Mr [redacted] when he says there are multiple reports of the issue online I would guess that perhaps percentage wise, the amount of issues vs the amount of Trucks built is not high enough to have a recall on it, although I am not sure I will ask the Rep about that as well Once Mr [redacted] and I get connected, I will update you as to what progress we make, if that is acceptable to the Revdex.comSincerely, [redacted] Jacksonville Chrysler Jeep Dodge

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

We apologize for our employees lack of communication with with customer We have counseled our employee and our service manager has reached out to the customer to offer a complimentary front end inspection and a same day rental at the service departments expense We are awaiting word back from the customer If you have any other questions please feel free to contact [redacted] , Service Manager at ###-###-####Sincerely, [redacted] ***Jacksonville Chrysler Jeep Dodge Customer Relations

To Whom It May Concern, Customer had an A/C compressor failure in 2015, not this visit On this particular visit, in January of 2017, the A/C condenser, the evaporator core, and the blend door housing were defective Initial diagnoses revealed the condenser and evaporator core leaking Customer authorized repairs Condenser was replace, Dash was removed to replace evaporator core When the dash was removed, the technician found an additional failure, which was the Blend Door that was broken This is the reason the customer was contacted for additional investment A wiring harness was required then due to updated component, the original part no longer being available No additional labor was charge, the only charge was for the part Additional repairs cost $1,which is the blend door and the wiring harness Customer authorized those repairs as well and the repairs were completed We are sorry that our representative did not communicate these things more effectively Certainly that is our job The two repairs, one from and one from are not the same repair though We would like to offer MrAnderson a credit at the Service Department for $that he can use on any type of maintenance or service we provide We will also speak with our representative to attempt to discover how there was a miscommunication and to try to train them so we do not have a miscommunication in the future.Sincerely, [redacted] Service Manager

Customer Purchased a vehicle That vehicle had power seat listed as an option from the manufacturer Power seat was not equipped or not equipped properly FCA Chrysler gave dealership service department steps to complete very complicated process of fixing this issue FCA sent wrong parts at one point and dealership was unable to fix on first attempt with correct part Due to customer being unhappy, FCA Chrysler Representative offered customer over $to cover one month's payment and to attempt to accomodate customer for the inability to fix the issue Customer declined that option Dealership and FCA continued to attempt to rectify the issue, and the issue has been resolved, power seat works Customer was notified and has yet to pick up her truck Customer has, according to her email to the dealership, contacted an attorney Customer is in a rental that FCA was paying for, but FCA says that since vehicle is repaired, they will no longer pay for rental vehicle If customer wants to give back one vehicle and get a brand new one in exchange, she would need to work with the manufacture on that issue if you have any other questions please feel free to contact me at ###-###-#### Sincerely, [redacted] ***Jacksonville Chrysler Jeep Dodge

we will remove his name and numbers from our system at onceSincerely, Jacksonville Chrysler Jeep Dodge Ram

To Whom It May Concern, Sales Manager [redacted] is in the process of contacting the Credit Bureau to have these inquries removed We apologize for any inconvenience If you have any questions, please direct them to [redacted] at ###-###-####Sincerely, Jacksonville Chrysler Jeep Dodge Ram

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Mr [redacted] unfortunately you are the one that doesn't understandYour dealership has replicated this noise and in the written notes say,"We were able to replicate the customers complaint but after inspection of the seat we are unable to diagnose the problem, thus no repairs are needed." I understanding for Dodge's process very well unfortunatelyMy last eight new cars have been purchased at your dealership $250,worthSo your attempts to make me seem unaware or uneducated is insulatingI will never buy another car from you and will take you and Dodge up on your offer to do business with a dealership that wants my business before and after the saleFour times to not fix the problem is more than generous on my partEverything I say can be supported by written documents by your dealership so I invite you [redacted] to look back at Erin and my patronage of your establishment over the past decadePlease keep your checkMy complaint was not about the money, it was leaving my tank so empty that the warning light was on and I almost didn't make it to the gas station two miles away from the dealership Regards, [redacted]

To whom It May Concern, The dealership's finance manager Troy [redacted] reached out to offer to cancel the maintenance products that the customer bought on the vehicles that were purchased We then had a sales manager named [redacted] Kikic call to follow up and explain he could cancel items he purchased in the finance office if he wanted to, and [redacted] has not heard back from the customer The customer can absolutely cancel the products he purchased and then reduce his amount financed on each vehicle if he wants to do that All he would need to do is let [redacted] know that is what he would like to do, and those items would be refunded [redacted] can be reached at ###-###-#### He could also ask to speak to [redacted] ***, ***'s boss if he wishedSincerely, Jacksonville Chrysler Jeep Dodge