Darcars Chrysler Jeep Dodge of New Carrollton

I understand the customer did return on the 18th of January and signed the necessary paperwork to complete her tag/title work. If there is any other question or concern that I can assist with please let me know. Thank you - Jammie

Good morning, I spoke with Aaron D[redacted] our Service Director. He has already spoken with the customer and explained the reason for the code that was pulled after the oil change. The code was what we call a "soft code". Jeep has actually put out a "TSB" on this code. If a dealer receives that...

code then we are told to perform an update. The update restarts the computer of the car and any other "hard codes" that are stored will present itself. Like in this case. Once we updated, the computer told us he actually needed a Multi Displacment Solenoid. This Solenoid has nothing to do with the oil change. Customer has authorized us to do the repairs that are needed. Any other questions please let me know.  Thank you, Jammie D[redacted]

Good afternoon, I spoke with Aaron our service manager. He informed me that we did provide alt transportation during the time of repairs. In the end the customer traded out of this vehicle and is the new owner of a 2015 [redacted]. If the customer is having any further concerns please let me...

know. Thank you, Jammie D[redacted]

Good afternoon,
DARCARS Chrysler Jeep Dodge of [redacted] did make an
error in the billing on [redacted]’s invoice. 
He was charged for 3 pounds of refrigerant and should have only been
charged for one.  Please refer to the attached
refund check for the over...

payment.
I have also offered to schedule a meeting with our Service Director
Anthony E[redacted], however, [redacted] and [redacted] have declined to meet and
review the necessary repairs at this time.
The work performed at DARCARS of [redacted] consisted of
recharging and evacuating the A/C system and adding dye to detect any leaks.  DARCARS of [redacted] diagnosed the A/C
failure as a defective Schrader valve and a small leak in the low side A/C line
from the condenser to the evaporator. The Schrader valve is similar in design
to a tire valve as it opens when the core is moved in to allow for the gas
exchange. Again, due to the technical nature of this explanation, we offered to
meet with [redacted] and [redacted] to provide a better explanation.
Please feel free to contact me at ###-###-#### if you have
any questions or need additional information.
Thank you
Rose *. B[redacted]
Vice President, Customer Relations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: This is not he solution that I, the paying customer, is willing to accept. As I have stated previously, I did not purchase a repaired Jeep, I purchased a brand new Jeep. With that being said, why would I accept these terms. Further more the attached paperwork is in not anyway, shape, or form any kind of acceptance of a damaged vehicle. All that it states is that the salesman went over basic vehicle functionality. For example, how to use the key-less entry and the sat/nav and radio system. Again, nothing in this paperwork states acceptance of a damaged vehicle. Like I stated above, I purchased a brand new Jeep from this dealership, Why would I be looking for damage to any part of the vehicle. The correct thing for the dealership to have done from the start is show proper customer service and to have replaced the damaged part. Is it crazy for a customer that purchased a brand new 40K Jeep to expect this from the dealership? To expect the kind of treatment that makes me feel as though this is my fault for not noticing the damage to brand new vehicle ?
Regards,
[redacted]

We are truly sorry for this. I have confirmed that the other part could have been claimed under the recall as well. We are issuing you a full refund for this repair. I am very sorry for any inconvenience this has caused. Please confirm the address the check should be sent to. Thank you again.

I am sorry for the delay. I will be providing the customer a letter stating that we did pull in error. I will have this to her Monday. If the customer could confirm her address that would be great. Thank you. Jammie D[redacted]

No I never got the replacement vehicle.

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

We would like to repair the concern. Our first step would be repair only. If the customer is not happy with the repair or the repair can not be completed satisfactory then we would replace. This is our offer at this time.

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

If the customer should have concerns in the future please have them email me directly at [redacted]@DARCARS.com. I would be willing to assist with some sort of discount or possibly waive some diagnostic. Thank you - Jammie

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting...

the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: the dealership has already inspected and photographed the damage, and concluded its repairable.  I disagree.  The damaged components are colored, brittle plastic.  Having been a practicing mechanical engineer for 16 years, I am familiar with plastic repair techniques - they would not provide adequate durability for this application.  If the dealership agrees to replace the damaged components, and inspect and certify the airbag as correctly repaired, I will return.  
Regards,
[redacted]

Good afternoon,I
have spoken with [redacted] on Feburary 11, 2015. [redacted]
purchased from us and signed the delivery checklist with no mention
of damage at the time of delivery. The next day he called and said
that he found some damage. At that time our General Manager Sam
D[redacted]...

offered to have our sublet company come out and repair-not
replace. Customer declined that and stated he wanted a new rim. The
rim is not defective but damaged by outside influence. Since the
damage was not noticed at that time of delivery and the customer
signed the check list with no mention of damage we can not replace
the rim. I explained this to the customer and again he declined the
repair. Unfortunately, that is all we can offer at this time. Please see the attached delivery checklist signed by the customer.
If [redacted] would like to have the rim repaired we would be happy to assist. Thank you,Jammie D[redacted]

I have reviewed the customers concerns. I do apologize for any delay while the customer was waiting on the sales person. I was told the wait was just about 15 - 20 minutes.  I spoke with the General Manager. From our understanding, the customer came in and was interested in both the [redacted] and...

[redacted]. The customer ended up taking delivery of the [redacted]. She called the next day and stated she didn't like the hood scoop. We told her to come back in and we would be happy to put her into the [redacted]. The customer came in and we did all of the paperwork for the car that she was most comfortable with. We felt that we did everything we could to help the situation. In the state of Maryland there is no "cool off period". Technically once the paper work was signed and the customer left in the first car - that was her car. However, DARCARS wants to make sure that the customer is satisfied that's why we changed cars for her. At this time the deal is funded. If the customer still has concerns or questions please let me know. I have attempted to contact her as well. Thank you - Jammie Dobson

I have spoken with our Service Director who is very familiar with this concern. We are currently waiting on a part to come in. From what I understand we have provided some assistance with some of the repairs mentioned, as well as offered some future assistance. He was reaching out to the customer as...

well.

Review: A sales person with the name of [redacted] keeps calling my cell phone number: ###-###-####. I've never done business with this Darcars ever. This [redacted] person has my phone number mixed up with someone else. I just deleted the first few calls on several separate occassions but then decided to call the number he left. The receptionist said that she would let him know not to call me and that he has the wrong number. I received three calls in a row from him about a vehicle a short time later. I called the number he left and he said that he would not call (I spoke with him this time. I received two more calls on my cell phone from "[redacted]". I want him to stop calling me!Desired Settlement: Please have them take my number off his list of numbers! "[redacted]" has me mixed up with a "[redacted]". Please have him not call me. It is now harassment. I don't want to be on their list of numbers. I asked three times to have them not call me. Doesn't this constitute a do not call complaint? I don't want them to call me anymore. I would like confirmation that they will not call me anymore.

Business

Response:

Dear

[redacted],

Review: I have a dodge journey 2012 which was being serviced by the service department of this dealership. Prior to the trade in of the vehicle for another dodge journey 2014, I purchased a package of Oil changes of four for $69.99. I serviced my vehicle two times out of the four services that I had and traded my vehicle at the same location for the same vehicle, but this time a 2014. Prior to that, I purchased a second package of $69.99 of four oil changes to keep me going though out the year. On purchasing the new vehicle, I requested a transfer of the six oil changes left, to be transfered onto the New vehicle. The service department could not do it because its not transferable; OK! I requested for a refund for the second package that I have not started using to be carried over to the new vehicle, but that could also not be done! Yet they still want me to service the new Vehicle with them, and make another payment for my oil changes. This is fraud because if they cannot refund or transfer, the old package, what about the new package of four that I am not even close to using?Desired Settlement: Please refund the purchase order for the old vehicle, to purchase same for the new vehicle, or transfer onto the new vehicle.

Business

Response:

Dear [redacted]

Although the

oil change special is not transferable to another vehicle, we do value [redacted] as our customer and have paid for a new oil change package for him.

Attached is a copy of the contract that we completed.

Thank you for

bringing this matter to our attention and for the opportunity to provide a

resolution.

Rose *.

B[redacted]

Vice

President, Customer Relations

rb[redacted]@DARCARS.com

###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: the service department owes me the second package of $69.00 if not all. This purchase is entirely separate from what I had initially purchased. and I need a refund or apply that to my new vehicle that was bought from them. I believe that they are not saying by their response that both packages purchased are the same because its being applied to the same vehicle. How about ($69 x 10) or for the entire life of the vehicle. I am asking for what I believe is mine and not what they think its a courtesy service. If they have refused to give me what is due me, then I urge everyone out there not to be deceived by the cunning deals offered by them.

Regards,

Review: I purchased a 2014 Chrysler [redacted] on June 3. The vehicle cut off as I drove my daughter to school on June 6. It started back up after 30 minutes as I waited for the tow truck. I was given a rental. By Monday I didn't hear anything so I called the corporate office. The dealer was called and told corporate that they believe it was wiring issues but wasn't sure. Four hours later the dealership called and said the ignition pins were loose but still was checking. I picked up the vehicle on June 11. On June 20 my daughter heard rattling coming from the front. I went to the dealership on June 26 and was told to come back Saturday morning. I was told that the noise was coming from the left front strut. I was told that the part had to be ordered. I was outraged because this is a brand new vehicle. I asked to see the general manager. He wasn't there so I left and came back. He told me that they are not going to trade the vehicle because that's what warranties are for. I'm extremely dissatisfied with the way my situation was handled.Desired Settlement: This vehicle should not have left the factory. My daughter and I could have lost our lives. Since I left the dealership, the noise is even louder. I pray a resolution is found quickly before my family has to plan a funeral. People are losing their lives because of faulty equipment leaving the factory.

Business

Response:

Dear [redacted],

Review: September 6, 2013

Chrysler Group Customer Care [redacted], MI [redacted]

VIN: [redacted]

Dear Customer Care:

It saddens me to write this letter concerning the poor service I received on my 2006 Jeep Commander at one of your dealerships.

I purchased the car last November in [redacted], VA, and the car ran great up until about a month ago, when all of the indicator lights would come on and then the car would abruptly shut-off. This behavior went on for about a week and then I took it to the Dealer ([redacted] Chrysler Jeep Dodge of [redacted]) located at [redacted], MD [redacted].

Your Jeep Service center diagnosed the problem to be the PCM Assembly which cost about 800.00, and was not covered by my extended warranty. After negotiating with the GWC Warranty Company, they agreed to pay half, which was 500.00 and we paid the balance of 577.00. After authorizing the repair, I was called on Saturday, August 17th to pick up the vehicle. Ironically, when I got in the vehicle, it wouldn’t start., so the mechanic had to give me a jump. After having the car home for a few days, the problem re-appeared again. The same exact symptoms! I called the Jeep Dealership and the Service center Manager, [redacted], told me to bring the car back. This time I requested a rental car so I could continue to go to work while they diagnose my car again.

They kept my care through the Labor Day holiday and informed me it was my battery. This doesn’t make sense. I never had a problem with the battery until they started working on the car, so I had to pay an additional 277.00 (including car rental charges) for a new battery. I picked up the car yesterday, September 5, 2013, and this morning, I brought my daughter to school and the problem occurred again! I am beyond upset and frustrated. I have spent over 800.00, and my car is still not reliable. I am an ER Trauma nurse and I need reliable transportation to take me to and from the hospital. Being a first responder, I cannot risk being late to the ER.

I hope to hear from someone in your company within 5 business days to make this right.

I also request to have the money for the rental car refunded as this is not my fault, and I’m being penalized for your bad service.

Respectfully,

[redacted], Jr.

CC: Chrysler Jeep Dodge of [redacted]

Revdex.comDesired Settlement: I want my car repaired properly so I can get back and forth from work.

Business

Response:

Dear **. [redacted],