Jerry Ray Davis Chrysler

My name is ***, the General Manger of Steve Jones Chrysler Dodge Jeep Ram here in Owensboro Ky.

I have just become the General Manager, in the process of moving my family from Alabama to Kentucky. I was not employed or had any association with Steve Jones Chrysler on August 24th in which customer dates as the day they serviced their 2010 Dodge Challenger. I have gone back through the Repair Orders and I see where there may be a commutation issue with the service that the customer approved to be performed for the issue they have stated and the service in which our technician recommended to be performed. These are two different end results and one cost more than the other. We guarantee the service we provide on any car, truck or SUV we serviced, we do this with a full diagnosis of what our technicians have been trained what the issue is, what has caused the issue and what we feel will repair the issue. In the case, as you will see attached, we recommended the service we felt needed in order to repair the issue in which the Challenger was checked into our service department. We provide a quote, an MPI with issues we discover and a full explanation the quote which we have come to a conclusion will take care of the problem stated by the customer, please see attached. We recommended services which would cost a total of $862.33. From the research I have been able tom perform regard this Repair Order, it seems to me the customer has chosen a less expensive service for a cost of $422.48. Unfortunately, when this occurs, guaranteeing the work we have recommended as being the work the customer has chosen to pay for are 2 different things. This has always baffled me in our industry. We informed customers of what is needed and the conversation turns in to “Well, what if I do this and not that, would that fix it? And the service advisor responds with, well…. It could, maybe it will, but we recommend this in order to be sure.” Or this will occur “That’s really expensive, I do not have the money for that service, what if we do this and not do that, can we get away with the much cheaper way? And the service advisor once again says…. Maybe, I guess it could but to be sure we recommend this service.

I am sorry I haven’t been able to be reached here at the dealership. I have been here about 50% of the time and my office voice mail notifies the customer to text me on my personal phone number which I give during the message. I have not received such a message. My cell number is . They may text me and I will reach out to them as soon as I am able. I would like to meet with this customer and go over what’s going on with their challenger. My goal is to have our customers satisfied, not frustrated.

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Steve Jones Chrysler Dodge Jeep Ram
Office

attachments

My email was clearly stating what I was able to discover by looking over the Repair Order File, as I stated in my response, I was not the associated with the dealership when our customer brought the vehicle in for service. From the information I reviewed, attached with the previous response, I see where one service was quoted and another service was performed. I do not see where there may have been an additional quote. I can only go by what I see. I have requested a meeting with the customer to gain more information. I ant to take time and discuss this matter and see how we can move forward and correct any mistakes and clarify any communications errors. My proposal is for the customer to come in and sit down and have a meeting regarding this serviced performed. I will state this so the customer may have a little peace of mind by agreeing to meet with me. Since I arrived and took over operations, the service manager of 20 plus years has been placed with one of my choosing. The Shop Foreman has been eliminated as well. Things are not as they were 30 days ago. Once again, my cell number is . I would like a text from the customer to see if we can meet on Friday the 14th, Saturday the 15th or Monday the 17th. I hope to hear from them soon.