Marino Chrysler, Jeep, Dodge

Initial Business Response /* (1000, 5, 2014/01/30) */
Contact Name and Title: [redacted] - Admin
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@yahoo.com, [redacted]@aol.com
In response to Mr. [redacted] complaints we are responding as follows. First off the customer's name...

that owns the vehicle in question is [redacted]
1. Plugs and wires were recommended due to wear not from being bent from the alternator
2. We agree that our tech did drive the vehicle and did put on more than 100 miles. Our service manager [redacted] misread the mileage accumulation. We are happy to reimburse for a half tank of gas that was used.
3. Our service manager, [redacted], did suggest to pick up the vehicle because we could not duplicate the dimming light issue. The reason the alternator was replaced was becasue of the noise coming from it not because of the dimming lights.
4. The customer did come in and show our technician, [redacted] the dimming light issue. It is difficult to confirm the dimming light issue unless your eyes are fixated on the dash.
5. When our technicians can not trouble shoot issues it is presented to Chrysler and their engineers. After being escalated to Tier 2, the suggestion of replacing a wiring harness. The harness cost $3200 and the customers extended service contract would not cover the repair. The only other option was to either pay out of pocket for the proposed repair or drive with the issue. Chrysler did state that the repair could potentially NOT fix the dimmed light issue.
As for the customer requesting a full refund. We are not willing to refund money for the repairs that were performed. The catalytic converter was replaced becuase of a check engine light which that repair remedied that. The alternator was replaced due to noise. Spark plugs and associated wires were replaced because of wear and tear. Also, the tailgate were replaced because of wear and tear. The gate was not getting held up.
We did not replace any parts or charge for any repairs for the dimming light issue because we could not replicate issue. When we suggested the $3200 wiring harness repair the customer declined the work.
We are willing to reimburse for the gas that was used.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2014/02/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. We were informed by the service technician, the spark plugs and wires were bent, as a result of the alternator. On your invoice, you state the alternator was noisy, though you do not provide any justification or proof for the need to replace, other than it being noisy. In addition to providing a refund to the warranty company, you need to provide us with a $100 refund that we paid toward the deductible. Additionally, the spark plugs and wires were previously replaced at 81,300 miles; therefore, this service was an unnecessary expense.
2. Thank you. You owe us $50 in gas.
3. We were informed this would fix the problem of the dimming dash lights. We returned the vehicle to Marino twice regarding this issue. On the two separate occasions, the vehicle was returned after driving less than ½ mile and we were informed the issue could not be replicated and the dealer stated again, they did not notice the dimming head lights.
4. The second time the vehicle was returned, after being accompanied by the technician, the technician pulled the negative battery cable off, with the vehicle still running and stated "Oh, this is not right, I need to speak with the service manager." Additionally, the vehicle was taken to another licensed auto-repair facility and diagnosed.
5. We were informed by the technician, that they could not guarantee this would resolve the issue, but this was their only suggestion. When the vehicle was assessed by another licensed auto-repair facility, we were informed, there were no electrical issues with the vehicle and the vehicle was mechanically sound, requiring no additional work to be completed.
6. The catalytic converter was replaced, because that was the code that the dealership believed was in error. The part was replaced and the check engine light/trouble code was erased by Marino. The previous part was not inspected to determine if replacement was warranted.
7. Due to the clear negligence of this dealership and the apparent exploitation/attempted exploitation, we are requesting a full refund, as the clear incompetence regarding proper diagnosis and repair is apparent, as evidenced by the second opinion of another agent.
8. Again, we were informed, the work could not guarantee a fix of this problem; therefore, spending $3200 without any warranty of the work, made no sense, and again, demonstrates the clear exploitation and incompetence of this dealership.
Final Business Response /* (4000, 9, 2014/02/10) */
The only refund we are willing to give is for your gas in the amount of $50.
Regards
Final Consumer Response /* (4200, 11, 2014/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is really unacceptable as stated in the previous response. The dealer has no response regarding the aforementioned issues and this is just really disgusting and fraud.