Dear ***I will address all of Mr [redacted] allegationsFirst, not at any point of the two times I talked to [redacted] about Mr [redacted] concern did they address themselves to me as the Recall DepartmentThey said they were calling to address MR [redacted] concerns with the work that was done in the shopAddressing customers concerns with work done in the shop is normally [redacted] Concern Department [redacted] Concern Department does have the authority to pay for customers issues if they see fitThey asked for the cost of the repairs and were going to review the situation as to possible pay for themSecond, I don't understand the following sentence that Mr [redacted] said on March 26, ( The recall department will not be paying for the damages they were only helping me by attempting to speak with the Service Manager and attempt to reason with them in order to get them to agree to repairing the damage)This statement seems odd as the Customer Concern people that I talked to never tried to talk me into paying anythingThey made more comments of them possibly paying for the repairsI still am not sure why Mr [redacted] has not contacted [redacted] Concern Department as to where they are on their decisionThird, in regards to the visor retaining clip not evenMr [redacted] was invited in along time ago for us to snap it in but he never showed upFourth, every technician in the shop does recallsThe skill level on this recall is (0--low skill)Fifth, suggesting that we cater recalls to low wage employees is completely wrong and insultingIf I could please suggest that Mr [redacted] refrain from degrading myself and my technicians and spend the time contacting [redacted] Concern Department to get their answer as to whether they are paying for the repairs.Sincerely [redacted] Service Manager
Dear ***Thank you for giving us the opportunity to reply to Mr [redacted] concernsSome of what he said is correct however some information is inaccurately interpreted and some left out entirelyI apologize for the length of this response however it is needed for you to get all of the information as to what has transpiredMr [redacted] did bring his car in on 3-10-for two recallsOne recall is ( [redacted] Sun Visor Wiring) and is the recall in questionWhen Mr [redacted] picked his car up he came right back in and said that there were small pry marks that were not there when he brought it inI went out to the car and he showed me the marksThey were tiny pry marks on the bezel of the overhead consoleI told him that I don't think we have to take that out to do the recall on the Sun Visor WiringI then said let me check with the technician to be sureWhen I went to find the technician I found out he had left for that afternoon (Note: The Assistant Service Manager had let him go early that afternoon because there was no more work for him to doHe did not have to rush on Mr [redacted] car as suggested in Mr [redacted] remarks)I then told Mr [redacted] that I would ask another technician on the procedureI was able to ask two other technicians and they both said that they do not remove the overhead consoleI Told Mr [redacted] that the other technicians said they do not have to take the overhead console downMr [redacted] was still concerned so I told him that I would talk to the technician in the morning that worked on it to double check the procedure that he usedI talked to the technician the next morning and he confirmed the procedure he used to perform the [redacted] Sun Visor Wiring Repair and it did not include taking down the overhead console I then called Mr [redacted] and explained the procedure againHe still was blaming the technician for the marksI ask him to come down so all of us could look at the issue to make sure we are all in understanding of the concern and the technicians repair proceduresMr [redacted] came down a little while later and pulled the car in the shopI brought the technician over to the car and Had Mr [redacted] show him where the concern wasThe technician then went through the procedure he used to preform the [redacted] Sun Visor Wiring recallThe technician politely told Mr [redacted] that he did not have to touch the overhead console to preform the recall The technician went back to work and I proceeded to talk to Mr [redacted] about the situationI told Mr [redacted] that I really do not think we did thisHe said that we did do itI said that the vehicle has 46,miles on it, could it have been there and you not notice it until looking in the area we were in? He said noI Then said I still believe that we did not do this, however I will offer as a Goodwill gesture to pay 1/of the repairs to get it fixedHe said no,drove out, parked in front and went to see the General ManagerHe then explained every thing to the General Manager The General Manger then said he would honer the Service Managers Goodwill offer to Pay 1/the repair price both parts and laborMr [redacted] said no and words were said between them that caused the General Manager to then retracted the offerMr [redacted] then left and shortly after I was called by [redacted] concern line to explain what had happened to Mr [redacted] carI explained the issue to [redacted] and that Cowboy Dodge had at that time offered a Goodwill gesture of paying for 1/the cost of repairs both parts and laborHowever at this time the Goodwill gesture is retracted [redacted] concern line said ok and hung upThen later on in the day [redacted] Concern line called back with a different representativeThis representative had most of the information back wordsI asked him if he had read the note from the earlier representative that I had talked toHe said he had notHe asked me how much to fix Mr [redacted] carI asked whyHe said they might pay for the repairsI said you are going to pay for the repairs with out knowing the whole situationHe said I didn't say I would I said I mightI said hold on I will get you the price however I cant believe you are considering paying for this repair when you don't know the whole situationI gave him the price and said if you are going to pay for this repair he will have to have it done at his selling dealership in FtCollins or another dealer ship close byWe are afraid that we will never be able to meet Mr [redacted] expectation and it is certain he has lost his trust in usI believe it would be better for him and us to part waysI have yet to here from [redacted] to see if they have decided to pay for the repairsThank you for your time in this matterSincerely [redacted] Service Manager
Complaint: [redacted] I am rejecting this response because: The facts are still being misrepresented by the Service Manager The service manager was indeed contacted by the [redacted] Recall Department under case number [redacted] at am on 3/11/the final time and then being contacted by the [redacted] Customer Service department under case number [redacted] later in the day multiple times beginning at pm 3/11/ These times are not mountain west time zone as the departments are not located here This is just more evidence of the Service Managers misrepresentations of the facts in order to avoid repairing the damages caused to my vehicle by their negligence It is a good thing that [redacted] keeps documentation proving the Service Managers misrepresentation of the facts to this Revdex.com complaint The damage was due to negligence at the shop and I notified them immediately upon picking up my vehicle It is clear that the person working on my vehicle attempted to remove the overhead console in order to complete the recall ordered by [redacted] on my vehicle (Which is not at all the approved process provided by [redacted] for completing this recall) When picking up my vehicle and consulting with the lead technicians on what the process was to repair the recall they did know the correct process and it is unfortunate that the repair guy working on my vehicle was not informed of this process before he damaged my overhead console It is apparent that their lead technicians know the process and unfortunate they were not completing the recall on my vehicle as that would have avoided damage being done I am sure that the shop is paid minimally for recall work and that would lead them to using the lowest paid employee in their shop to work on my $43,*** I asked previously to receive the certifications that the person working on my vehicle has that qualifies him to work on the recall and have received nothing In addition to that damage it is also visible that the recall has not been completed as the visor retaining clip is not even been returned to original position This shops negligence is clear and they will be held accountable for the damage done to my vehicle and not half of the damage costs as they attempted to force me to pay half for the damages their service guy created It is increasingly discouraging that the Service Manager responds to a Revdex.com complaint by placing the repair costs into the lap of [redacted] and misrepresenting the facts in order to escape the costs for repairs due to their negligence I look forward to Cowboy Dodge paying for the repairs on my vehicle, for the damage they caused, at another repair shop as they have stated they are unable to complete the work to my satisfaction Although I returned to their shop and asked that they fix the damage first and at no point requested any monetary payout, it is clear now that they would be unable to complete repairs to any standard I look forward to the Revdex.com placing this complaint on file and I am sure that anyone reading this will understand how poor the business ethics of both the Service Manager and the very unprofessional General Manager are and that they will avoid bringing in their vehicles or purchasing any vehicles at this locationRegards, [redacted]
Dear ***,We are sympathetic to Mr*** concern and emotions, however we must look at only the factsHe states in his rejection letter that our response is lacking information as to why the repair shop is not liable for the damageWith all do respect I count times in our response that information is givenAlso Mr*** states in his rejection letter that I was contacted by the recall departmentThat is not trueI was never called by the recall department, but was called twice by the *** Concern DepartmentAs far as I know and the last I heard from the *** Concern Department they were contemplating paying for Mr*** concernIf I could please suggest that Mr*** contact *** Concern Department to get their answer.Thank You*** ***Service Manager
Complaint: ***
I am rejecting this response because:I am confused I asked you to pay for damages done to my vehicle in your shop by an untrained technician who attempted to remove a piece of my overhead panel that did not need to be touched at all. The service manager stated very definitively that he had never talked to the *** recall department. After and only after I supported my claims with reference numbers the story changes and now instead of definitely not talking to that department now it is "I may have but I don't know for sure". The service manager is clearly just continuing to push this off on anyone he can. I can not in good faith trust a shop that after the long history of business with my family chooses to throw that away over not paying for their own negligence and therefore must take my vehicle to another *** shop in order to finish the job by replacing the retaining clip that was removed by cowboy dodge. It was cowboy dodge that was the first to suggest another shop not me, but clearly that's what needs to happen to complete the recall repair that could not even be completed at your shop. It is concerning to me that your shop can't complete to 100% (retaining clip) a recall you call a skill level and that is the only reason I questioned the skill level of your mechanic. I still have received no certifications from you proving that he should work on my vehicle again questioning the fact that he ever should have in the first place. I do appreciate the continued support from the service manager to get *** to pay for cowboy dodge's mistakes, just another supporting factor that will show anyone reading this to not go to this shop. I am asking for Cowboy Dodge to pay for the damages done to my overhead console in the completion of recall work and for them to pay for the recall to be finished by replacing the retaining clip back to factory condition. I truly hope that a member of the Revdex.com will finally act like it and fix the damage they caused while my vehicle was in their shop. This is absolutely outrageous that The service manager wants to keep this fight going over $(half of the that he wanted to make me pay for). This is a simple and inexpensive fix and your unwillingness to get it taken care of again is an excellent indicator of your business ethics
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because:The response is lacking information as to why the repair shop is not liable for damage. The service manager was actually contacted by the recall department prior to me returning to confront the technician as per the SM request. Then again by the [redacted] complaint department twice. Both the recall department and the [redacted] Customer Service department have been trying to help me get this situation resolved however it seems Cowboy Dodge is unwilling to resolve this issue. It is clear that the damage was done while my vehicle was in the shop and that I did everything in my power to immediately notify them of the damage and attempt to get this situation resolved. It is interesting that they mention the age of the vehicle specifically (46000) since that is another factor showing their negligence. The overhead console was clearly damaged and moved as evident with the ceiling fabric showing a small dust line where it was moved at their shop. It is clear that cowboy dodge wants to throw away over 20 years of business from my family over a small fix for their negligence. I have never heard of a goodwill gesture to ask me to pay for half the damage done to my vehicle in their shop. I look forward to the dealership paying for the repairs to my vehicle for the damage they caused.
Regards,
[redacted]
Dear [redacted]I will address all of Mr. [redacted] allegations. First, not at any point of the two times I talked to [redacted] about Mr. [redacted] concern did they address themselves to me as the Recall Department. They said they were calling to address MR. [redacted] concerns with the work that was done in the shop. Addressing customers concerns with work done in the shop is normally [redacted] Concern Department. [redacted] Concern Department does have the authority to pay for customers issues if they see fit. They asked for the cost of the repairs and were going to review the situation as to possible pay for them. Second, I don't understand the following sentence that Mr. [redacted] said on March 26, 2015 ( The recall department will not be paying for the damages they were only helping me by attempting to speak with the Service Manager and attempt to reason with them in order to get them to agree to repairing the damage). This statement seems odd as the Customer Concern people that I talked to never tried to talk me into paying anything. They made more comments of them possibly paying for the repairs. I still am not sure why Mr. [redacted] has not contacted [redacted] Concern Department as to where they are on their decision. Third, in regards to the visor retaining clip not even. Mr. [redacted] was invited in along time ago for us to snap it in but he never showed up. Fourth, every technician in the shop does recalls. The skill level on this recall is (0--low skill). Fifth, suggesting that we cater recalls to low wage employees is completely wrong and insulting. If I could please suggest that Mr. [redacted] refrain from degrading myself and my technicians and spend the time contacting [redacted] Concern Department to get their answer as to whether they are paying for the repairs.Sincerely[redacted]Service Manager
Complaint: [redacted]
I am rejecting this response because:
The facts are still being misrepresented by the Service Manager. The service manager was indeed contacted by the [redacted] Recall Department under case number [redacted] at 11 am on 3/11/2015 the final time and then being contacted by the [redacted] Customer Service department under case number [redacted] later in the day multiple times beginning at 6 pm 3/11/2015. These times are not mountain west time zone as the departments are not located here. This is just more evidence of the Service Managers misrepresentations of the facts in order to avoid repairing the damages caused to my vehicle by their negligence. It is a good thing that [redacted] keeps documentation proving the Service Managers misrepresentation of the facts to this Revdex.com complaint. The damage was due to negligence at the shop and I notified them immediately upon picking up my vehicle. It is clear that the person working on my vehicle attempted to remove the overhead console in order to complete the recall ordered by [redacted] on my vehicle (Which is not at all the approved process provided by [redacted] for completing this recall). When picking up my vehicle and consulting with the lead technicians on what the process was to repair the recall they did know the correct process and it is unfortunate that the repair guy working on my vehicle was not informed of this process before he damaged my overhead console. It is apparent that their lead technicians know the process and unfortunate they were not completing the recall on my vehicle as that would have avoided damage being done. I am sure that the shop is paid minimally for recall work and that would lead them to using the lowest paid employee in their shop to work on my $43,475 [redacted]. I asked previously to receive the certifications that the person working on my vehicle has that qualifies him to work on the recall and have received nothing. In addition to that damage it is also visible that the recall has not been completed as the visor retaining clip is not even been returned to original position. This shops negligence is clear and they will be held accountable for the damage done to my vehicle and not half of the damage costs as they attempted to force me to pay half for the damages their service guy created. It is increasingly discouraging that the Service Manager responds to a Revdex.com complaint by placing the repair costs into the lap of [redacted] and misrepresenting the facts in order to escape the costs for repairs due to their negligence. I look forward to Cowboy Dodge paying for the repairs on my vehicle, for the damage they caused, at another repair shop as they have stated they are unable to complete the work to my satisfaction. Although I returned to their shop and asked that they fix the damage first and at no point requested any monetary payout, it is clear now that they would be unable to complete repairs to any standard. I look forward to the Revdex.com placing this complaint on file and I am sure that anyone reading this will understand how poor the business ethics of both the Service Manager and the very unprofessional General Manager are and that they will avoid bringing in their vehicles or purchasing any vehicles at this location. Regards,
[redacted]
Dear [redacted]Thank you for giving us the opportunity to reply to Mr. [redacted] concerns. Some of what he said is correct however some information is inaccurately interpreted and some left out entirely. I apologize for the length of this response however it is needed for you to get all of...
the information as to what has transpired. Mr. [redacted] did bring his car in on 3-10-15 for two recalls. One recall is ([redacted] Sun Visor Wiring) and is the recall in question. When Mr. [redacted] picked his car up he came right back in and said that there were small pry marks that were not there when he brought it in. I went out to the car and he showed me the marks. They were tiny pry marks on the bezel of the overhead console. I told him that I don't think we have to take that out to do the recall on the Sun Visor Wiring. I then said let me check with the technician to be sure. When I went to find the technician I found out he had left for that afternoon. (Note: The Assistant Service Manager had let him go early that afternoon because there was no more work for him to do. He did not have to rush on Mr. [redacted] car as suggested in Mr. [redacted] remarks). I then told Mr. [redacted] that I would ask another technician on the procedure. I was able to ask two other technicians and they both said that they do not remove the overhead console. I Told Mr. [redacted] that the other technicians said they do not have to take the overhead console down. Mr. [redacted] was still concerned so I told him that I would talk to the technician in the morning that worked on it to double check the procedure that he used. I talked to the technician the next morning and he confirmed the procedure he used to perform the [redacted] Sun Visor Wiring Repair and it did not include taking down the overhead console. I then called Mr. [redacted] and explained the procedure again. He still was blaming the technician for the marks. I ask him to come down so all 3 of us could look at the issue to make sure we are all in understanding of the concern and the technicians repair procedures. Mr. [redacted] came down a little while later and pulled the car in the shop. I brought the technician over to the car and Had Mr. [redacted] show him where the concern was. The technician then went through the procedure he used to preform the [redacted] Sun Visor Wiring recall. The technician politely told Mr. [redacted] that he did not have to touch the overhead console to preform the recall. The technician went back to work and I proceeded to talk to Mr. [redacted] about the situation. I told Mr. [redacted] that I really do not think we did this. He said that we did do it. I said that the vehicle has 46,000 miles on it, could it have been there and you not notice it until looking in the area we were in? He said no. I Then said I still believe that we did not do this, however I will offer as a Goodwill gesture to pay 1/2 of the repairs to get it fixed. He said no,drove out, parked in front and went to see the General Manager. He then explained every thing to the General Manager. The General Manger then said he would honer the Service Managers Goodwill offer to Pay 1/2 the repair price both parts and labor. Mr. [redacted] said no and words were said between them that caused the General Manager to then retracted the offer. Mr. [redacted] then left and shortly after I was called by [redacted] concern line to explain what had happened to Mr. [redacted] car. I explained the issue to [redacted] and that Cowboy Dodge had at that time offered a Goodwill gesture of paying for 1/2 the cost of repairs both parts and labor. However at this time the Goodwill gesture is retracted. [redacted] concern line said ok and hung up. Then later on in the day [redacted] Concern line called back with a different representative. This representative had most of the information back words. I asked him if he had read the note from the earlier representative that I had talked to. He said he had not. He asked me how much to fix Mr. [redacted] car. I asked why. He said they might pay for the repairs. I said you are going to pay for the repairs with out knowing the whole situation. He said I didn't say I would I said I might. I said hold on I will get you the price however I cant believe you are considering paying for this repair when you don't know the whole situation. I gave him the price and said if you are going to pay for this repair he will have to have it done at his selling dealership in Ft. Collins or another dealer ship close by. We are afraid that we will never be able to meet Mr. [redacted] expectation and it is certain he has lost his trust in us. I believe it would be better for him and us to part ways. I have yet to here from [redacted] to see if they have decided to pay for the repairs. Thank you for your time in this matter. Sincerely[redacted]Service Manager
Dear ***I will address all of Mr [redacted] allegationsFirst, not at any point of the two times I talked to [redacted] about Mr [redacted] concern did they address themselves to me as the Recall DepartmentThey said they were calling to address MR [redacted] concerns with the work that was done in the shopAddressing customers concerns with work done in the shop is normally [redacted] Concern Department [redacted] Concern Department does have the authority to pay for customers issues if they see fitThey asked for the cost of the repairs and were going to review the situation as to possible pay for themSecond, I don't understand the following sentence that Mr [redacted] said on March 26, ( The recall department will not be paying for the damages they were only helping me by attempting to speak with the Service Manager and attempt to reason with them in order to get them to agree to repairing the damage)This statement seems odd as the Customer Concern people that I talked to never tried to talk me into paying anythingThey made more comments of them possibly paying for the repairsI still am not sure why Mr [redacted] has not contacted [redacted] Concern Department as to where they are on their decisionThird, in regards to the visor retaining clip not evenMr [redacted] was invited in along time ago for us to snap it in but he never showed upFourth, every technician in the shop does recallsThe skill level on this recall is (0--low skill)Fifth, suggesting that we cater recalls to low wage employees is completely wrong and insultingIf I could please suggest that Mr [redacted] refrain from degrading myself and my technicians and spend the time contacting [redacted] Concern Department to get their answer as to whether they are paying for the repairs.Sincerely [redacted] Service Manager
Dear ***Thank you for giving us the opportunity to reply to Mr [redacted] concernsSome of what he said is correct however some information is inaccurately interpreted and some left out entirelyI apologize for the length of this response however it is needed for you to get all of the information as to what has transpiredMr [redacted] did bring his car in on 3-10-for two recallsOne recall is ( [redacted] Sun Visor Wiring) and is the recall in questionWhen Mr [redacted] picked his car up he came right back in and said that there were small pry marks that were not there when he brought it inI went out to the car and he showed me the marksThey were tiny pry marks on the bezel of the overhead consoleI told him that I don't think we have to take that out to do the recall on the Sun Visor WiringI then said let me check with the technician to be sureWhen I went to find the technician I found out he had left for that afternoon (Note: The Assistant Service Manager had let him go early that afternoon because there was no more work for him to doHe did not have to rush on Mr [redacted] car as suggested in Mr [redacted] remarks)I then told Mr [redacted] that I would ask another technician on the procedureI was able to ask two other technicians and they both said that they do not remove the overhead consoleI Told Mr [redacted] that the other technicians said they do not have to take the overhead console downMr [redacted] was still concerned so I told him that I would talk to the technician in the morning that worked on it to double check the procedure that he usedI talked to the technician the next morning and he confirmed the procedure he used to perform the [redacted] Sun Visor Wiring Repair and it did not include taking down the overhead console I then called Mr [redacted] and explained the procedure againHe still was blaming the technician for the marksI ask him to come down so all of us could look at the issue to make sure we are all in understanding of the concern and the technicians repair proceduresMr [redacted] came down a little while later and pulled the car in the shopI brought the technician over to the car and Had Mr [redacted] show him where the concern wasThe technician then went through the procedure he used to preform the [redacted] Sun Visor Wiring recallThe technician politely told Mr [redacted] that he did not have to touch the overhead console to preform the recall The technician went back to work and I proceeded to talk to Mr [redacted] about the situationI told Mr [redacted] that I really do not think we did thisHe said that we did do itI said that the vehicle has 46,miles on it, could it have been there and you not notice it until looking in the area we were in? He said noI Then said I still believe that we did not do this, however I will offer as a Goodwill gesture to pay 1/of the repairs to get it fixedHe said no,drove out, parked in front and went to see the General ManagerHe then explained every thing to the General Manager The General Manger then said he would honer the Service Managers Goodwill offer to Pay 1/the repair price both parts and laborMr [redacted] said no and words were said between them that caused the General Manager to then retracted the offerMr [redacted] then left and shortly after I was called by [redacted] concern line to explain what had happened to Mr [redacted] carI explained the issue to [redacted] and that Cowboy Dodge had at that time offered a Goodwill gesture of paying for 1/the cost of repairs both parts and laborHowever at this time the Goodwill gesture is retracted [redacted] concern line said ok and hung upThen later on in the day [redacted] Concern line called back with a different representativeThis representative had most of the information back wordsI asked him if he had read the note from the earlier representative that I had talked toHe said he had notHe asked me how much to fix Mr [redacted] carI asked whyHe said they might pay for the repairsI said you are going to pay for the repairs with out knowing the whole situationHe said I didn't say I would I said I mightI said hold on I will get you the price however I cant believe you are considering paying for this repair when you don't know the whole situationI gave him the price and said if you are going to pay for this repair he will have to have it done at his selling dealership in FtCollins or another dealer ship close byWe are afraid that we will never be able to meet Mr [redacted] expectation and it is certain he has lost his trust in usI believe it would be better for him and us to part waysI have yet to here from [redacted] to see if they have decided to pay for the repairsThank you for your time in this matterSincerely [redacted] Service Manager
Complaint: [redacted] I am rejecting this response because: The facts are still being misrepresented by the Service Manager The service manager was indeed contacted by the [redacted] Recall Department under case number [redacted] at am on 3/11/the final time and then being contacted by the [redacted] Customer Service department under case number [redacted] later in the day multiple times beginning at pm 3/11/ These times are not mountain west time zone as the departments are not located here This is just more evidence of the Service Managers misrepresentations of the facts in order to avoid repairing the damages caused to my vehicle by their negligence It is a good thing that [redacted] keeps documentation proving the Service Managers misrepresentation of the facts to this Revdex.com complaint The damage was due to negligence at the shop and I notified them immediately upon picking up my vehicle It is clear that the person working on my vehicle attempted to remove the overhead console in order to complete the recall ordered by [redacted] on my vehicle (Which is not at all the approved process provided by [redacted] for completing this recall) When picking up my vehicle and consulting with the lead technicians on what the process was to repair the recall they did know the correct process and it is unfortunate that the repair guy working on my vehicle was not informed of this process before he damaged my overhead console It is apparent that their lead technicians know the process and unfortunate they were not completing the recall on my vehicle as that would have avoided damage being done I am sure that the shop is paid minimally for recall work and that would lead them to using the lowest paid employee in their shop to work on my $43,*** I asked previously to receive the certifications that the person working on my vehicle has that qualifies him to work on the recall and have received nothing In addition to that damage it is also visible that the recall has not been completed as the visor retaining clip is not even been returned to original position This shops negligence is clear and they will be held accountable for the damage done to my vehicle and not half of the damage costs as they attempted to force me to pay half for the damages their service guy created It is increasingly discouraging that the Service Manager responds to a Revdex.com complaint by placing the repair costs into the lap of [redacted] and misrepresenting the facts in order to escape the costs for repairs due to their negligence I look forward to Cowboy Dodge paying for the repairs on my vehicle, for the damage they caused, at another repair shop as they have stated they are unable to complete the work to my satisfaction Although I returned to their shop and asked that they fix the damage first and at no point requested any monetary payout, it is clear now that they would be unable to complete repairs to any standard I look forward to the Revdex.com placing this complaint on file and I am sure that anyone reading this will understand how poor the business ethics of both the Service Manager and the very unprofessional General Manager are and that they will avoid bringing in their vehicles or purchasing any vehicles at this locationRegards, [redacted]
Dear ***,We are sympathetic to Mr*** concern and emotions, however we must look at only the factsHe states in his rejection letter that our response is lacking information as to why the repair shop is not liable for the damageWith all do respect I count times in our response that information is givenAlso Mr*** states in his rejection letter that I was contacted by the recall departmentThat is not trueI was never called by the recall department, but was called twice by the *** Concern DepartmentAs far as I know and the last I heard from the *** Concern Department they were contemplating paying for Mr*** concernIf I could please suggest that Mr*** contact *** Concern Department to get their answer.Thank You*** ***Service Manager
Complaint: ***
I am rejecting this response because:I am confused I asked you to pay for damages done to my vehicle in your shop by an untrained technician who attempted to remove a piece of my overhead panel that did not need to be touched at all. The service manager stated very definitively that he had never talked to the *** recall department. After and only after I supported my claims with reference numbers the story changes and now instead of definitely not talking to that department now it is "I may have but I don't know for sure". The service manager is clearly just continuing to push this off on anyone he can. I can not in good faith trust a shop that after the long history of business with my family chooses to throw that away over not paying for their own negligence and therefore must take my vehicle to another *** shop in order to finish the job by replacing the retaining clip that was removed by cowboy dodge. It was cowboy dodge that was the first to suggest another shop not me, but clearly that's what needs to happen to complete the recall repair that could not even be completed at your shop. It is concerning to me that your shop can't complete to 100% (retaining clip) a recall you call a skill level and that is the only reason I questioned the skill level of your mechanic. I still have received no certifications from you proving that he should work on my vehicle again questioning the fact that he ever should have in the first place. I do appreciate the continued support from the service manager to get *** to pay for cowboy dodge's mistakes, just another supporting factor that will show anyone reading this to not go to this shop. I am asking for Cowboy Dodge to pay for the damages done to my overhead console in the completion of recall work and for them to pay for the recall to be finished by replacing the retaining clip back to factory condition. I truly hope that a member of the Revdex.com will finally act like it and fix the damage they caused while my vehicle was in their shop. This is absolutely outrageous that The service manager wants to keep this fight going over $(half of the that he wanted to make me pay for). This is a simple and inexpensive fix and your unwillingness to get it taken care of again is an excellent indicator of your business ethics
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because:The response is lacking information as to why the repair shop is not liable for damage. The service manager was actually contacted by the recall department prior to me returning to confront the technician as per the SM request. Then again by the [redacted] complaint department twice. Both the recall department and the [redacted] Customer Service department have been trying to help me get this situation resolved however it seems Cowboy Dodge is unwilling to resolve this issue. It is clear that the damage was done while my vehicle was in the shop and that I did everything in my power to immediately notify them of the damage and attempt to get this situation resolved. It is interesting that they mention the age of the vehicle specifically (46000) since that is another factor showing their negligence. The overhead console was clearly damaged and moved as evident with the ceiling fabric showing a small dust line where it was moved at their shop. It is clear that cowboy dodge wants to throw away over 20 years of business from my family over a small fix for their negligence. I have never heard of a goodwill gesture to ask me to pay for half the damage done to my vehicle in their shop. I look forward to the dealership paying for the repairs to my vehicle for the damage they caused.
Regards,
[redacted]
Dear [redacted]I will address all of Mr. [redacted] allegations. First, not at any point of the two times I talked to [redacted] about Mr. [redacted] concern did they address themselves to me as the Recall Department. They said they were calling to address MR. [redacted] concerns with the work that was done in the shop. Addressing customers concerns with work done in the shop is normally [redacted] Concern Department. [redacted] Concern Department does have the authority to pay for customers issues if they see fit. They asked for the cost of the repairs and were going to review the situation as to possible pay for them. Second, I don't understand the following sentence that Mr. [redacted] said on March 26, 2015 ( The recall department will not be paying for the damages they were only helping me by attempting to speak with the Service Manager and attempt to reason with them in order to get them to agree to repairing the damage). This statement seems odd as the Customer Concern people that I talked to never tried to talk me into paying anything. They made more comments of them possibly paying for the repairs. I still am not sure why Mr. [redacted] has not contacted [redacted] Concern Department as to where they are on their decision. Third, in regards to the visor retaining clip not even. Mr. [redacted] was invited in along time ago for us to snap it in but he never showed up. Fourth, every technician in the shop does recalls. The skill level on this recall is (0--low skill). Fifth, suggesting that we cater recalls to low wage employees is completely wrong and insulting. If I could please suggest that Mr. [redacted] refrain from degrading myself and my technicians and spend the time contacting [redacted] Concern Department to get their answer as to whether they are paying for the repairs.Sincerely[redacted]Service Manager
Revdex.com:I would like my complaint ID [redacted], to be handled through an Arbitration hearing with Revdex.com.Regards,
Complaint: [redacted]
I am rejecting this response because:
The facts are still being misrepresented by the Service Manager. The service manager was indeed contacted by the [redacted] Recall Department under case number [redacted] at 11 am on 3/11/2015 the final time and then being contacted by the [redacted] Customer Service department under case number [redacted] later in the day multiple times beginning at 6 pm 3/11/2015. These times are not mountain west time zone as the departments are not located here. This is just more evidence of the Service Managers misrepresentations of the facts in order to avoid repairing the damages caused to my vehicle by their negligence. It is a good thing that [redacted] keeps documentation proving the Service Managers misrepresentation of the facts to this Revdex.com complaint. The damage was due to negligence at the shop and I notified them immediately upon picking up my vehicle. It is clear that the person working on my vehicle attempted to remove the overhead console in order to complete the recall ordered by [redacted] on my vehicle (Which is not at all the approved process provided by [redacted] for completing this recall). When picking up my vehicle and consulting with the lead technicians on what the process was to repair the recall they did know the correct process and it is unfortunate that the repair guy working on my vehicle was not informed of this process before he damaged my overhead console. It is apparent that their lead technicians know the process and unfortunate they were not completing the recall on my vehicle as that would have avoided damage being done. I am sure that the shop is paid minimally for recall work and that would lead them to using the lowest paid employee in their shop to work on my $43,475 [redacted]. I asked previously to receive the certifications that the person working on my vehicle has that qualifies him to work on the recall and have received nothing. In addition to that damage it is also visible that the recall has not been completed as the visor retaining clip is not even been returned to original position. This shops negligence is clear and they will be held accountable for the damage done to my vehicle and not half of the damage costs as they attempted to force me to pay half for the damages their service guy created. It is increasingly discouraging that the Service Manager responds to a Revdex.com complaint by placing the repair costs into the lap of [redacted] and misrepresenting the facts in order to escape the costs for repairs due to their negligence. I look forward to Cowboy Dodge paying for the repairs on my vehicle, for the damage they caused, at another repair shop as they have stated they are unable to complete the work to my satisfaction. Although I returned to their shop and asked that they fix the damage first and at no point requested any monetary payout, it is clear now that they would be unable to complete repairs to any standard. I look forward to the Revdex.com placing this complaint on file and I am sure that anyone reading this will understand how poor the business ethics of both the Service Manager and the very unprofessional General Manager are and that they will avoid bringing in their vehicles or purchasing any vehicles at this location. Regards,
[redacted]
Dear [redacted]Thank you for giving us the opportunity to reply to Mr. [redacted] concerns. Some of what he said is correct however some information is inaccurately interpreted and some left out entirely. I apologize for the length of this response however it is needed for you to get all of...
the information as to what has transpired. Mr. [redacted] did bring his car in on 3-10-15 for two recalls. One recall is ([redacted] Sun Visor Wiring) and is the recall in question. When Mr. [redacted] picked his car up he came right back in and said that there were small pry marks that were not there when he brought it in. I went out to the car and he showed me the marks. They were tiny pry marks on the bezel of the overhead console. I told him that I don't think we have to take that out to do the recall on the Sun Visor Wiring. I then said let me check with the technician to be sure. When I went to find the technician I found out he had left for that afternoon. (Note: The Assistant Service Manager had let him go early that afternoon because there was no more work for him to do. He did not have to rush on Mr. [redacted] car as suggested in Mr. [redacted] remarks). I then told Mr. [redacted] that I would ask another technician on the procedure. I was able to ask two other technicians and they both said that they do not remove the overhead console. I Told Mr. [redacted] that the other technicians said they do not have to take the overhead console down. Mr. [redacted] was still concerned so I told him that I would talk to the technician in the morning that worked on it to double check the procedure that he used. I talked to the technician the next morning and he confirmed the procedure he used to perform the [redacted] Sun Visor Wiring Repair and it did not include taking down the overhead console. I then called Mr. [redacted] and explained the procedure again. He still was blaming the technician for the marks. I ask him to come down so all 3 of us could look at the issue to make sure we are all in understanding of the concern and the technicians repair procedures. Mr. [redacted] came down a little while later and pulled the car in the shop. I brought the technician over to the car and Had Mr. [redacted] show him where the concern was. The technician then went through the procedure he used to preform the [redacted] Sun Visor Wiring recall. The technician politely told Mr. [redacted] that he did not have to touch the overhead console to preform the recall. The technician went back to work and I proceeded to talk to Mr. [redacted] about the situation. I told Mr. [redacted] that I really do not think we did this. He said that we did do it. I said that the vehicle has 46,000 miles on it, could it have been there and you not notice it until looking in the area we were in? He said no. I Then said I still believe that we did not do this, however I will offer as a Goodwill gesture to pay 1/2 of the repairs to get it fixed. He said no,drove out, parked in front and went to see the General Manager. He then explained every thing to the General Manager. The General Manger then said he would honer the Service Managers Goodwill offer to Pay 1/2 the repair price both parts and labor. Mr. [redacted] said no and words were said between them that caused the General Manager to then retracted the offer. Mr. [redacted] then left and shortly after I was called by [redacted] concern line to explain what had happened to Mr. [redacted] car. I explained the issue to [redacted] and that Cowboy Dodge had at that time offered a Goodwill gesture of paying for 1/2 the cost of repairs both parts and labor. However at this time the Goodwill gesture is retracted. [redacted] concern line said ok and hung up. Then later on in the day [redacted] Concern line called back with a different representative. This representative had most of the information back words. I asked him if he had read the note from the earlier representative that I had talked to. He said he had not. He asked me how much to fix Mr. [redacted] car. I asked why. He said they might pay for the repairs. I said you are going to pay for the repairs with out knowing the whole situation. He said I didn't say I would I said I might. I said hold on I will get you the price however I cant believe you are considering paying for this repair when you don't know the whole situation. I gave him the price and said if you are going to pay for this repair he will have to have it done at his selling dealership in Ft. Collins or another dealer ship close by. We are afraid that we will never be able to meet Mr. [redacted] expectation and it is certain he has lost his trust in us. I believe it would be better for him and us to part ways. I have yet to here from [redacted] to see if they have decided to pay for the repairs. Thank you for your time in this matter. Sincerely[redacted]Service Manager