Royal Gate Dodge Chrysler Jeep of Columbia

In regards to the concern from Mr [redacted] on his previous service visits I have not been able to verify any service history using the customer information that has been providedI have tried to contact the customer with the phone numbers provided with negative resultsIf any further information comes forward we would be more than happy to resolve this matter[redacted] ***Service Manager Royal Gate Dodge Chrysler Jeep [redacted] ***

Please accept this correspondence as a response to Mr [redacted] ’s complaint filed with your officeWhile Mr [redacted] may in fact have a 7yr / 100,mile manufacturer warranty Chrysler will not cover the following: • fire or accident;• abuse or negligence;• misuse — for example, driving over curbs oroverloading;• tampering with the emission systems, or with a partthat could affect the emission systems;• use of used parts, even if they were originallysupplied by Chrysler (however, authorizedChrysler or MOPAR remanufactured partsare covered);Our recommendation would be to further pursue a claim with Mr [redacted] ’s insurance company for vandalismWe can’t understand why it wouldn’t be covered when Mr [redacted] clearly admits it was vandalismIf his insurance declines to cover the act of vandalism then unfortunately it would be the customers responsibility Regards, [redacted] Director of Finance

Initial Business Response / [redacted] (1000, 15, 2015/11/25) */ Ms [redacted] has a Dodge Charger that she brings to Royal Gate DCJR of Columbia IL for oil changes and other minor repairsThe vehicle had 129,miles on itThe factory warranty on this vehicle was mos/36,miles In October She brought the vehicle in complaining of an oil leakWe found the oil pan was leaking from the drain plug, the pan could not be repaired, we informed her the repairs would cost $779.78, she declined the repairsAdditionally, she needs repairs to her suspension, which she declinedMs [redacted] talked to [redacted] Service Manager, about her concern over the cost of the repairs he offered to "goodwill" the oil pan for her but she would be required to pay $for us to do soChrysler requires any goodwill decision to include customer financial participationAgain, Ms [redacted] refused That is when she called Chrysler and started having conversations with [redacted] in the Chrysler Customer Cair Center [redacted] agreed with [redacted] that Ms [redacted] will have to pay the $goodwill participation charge We stand behind our diagnosis and the offer to repair Ms [redacted] 's oil pan for the generous offer of $Her vehicle was 76,miles beyond the factory warranty period for this repair in October, and I'm sure has even more miles on it now, and neither the dealership or Chrysler is obligated to help Ms [redacted] with these repairs

Initial Business Response / [redacted] (1000, 7, 2015/05/04) */ We explained to Mr [redacted] that we selected the wrong box in error it was suppose to be Comprehensive because it still qualified as a new vehicle, that would have been the correct selectionIn error we selected Hi TechHe was not willing to except the change therefor we canceled the warranty immediatelyWe explained to Mr [redacted] the cancellation period is 6-weeks, which is noted on the cancellation form as wellWe did follow up to see the status of the refund and the check was mailed Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response and trust they are mailing a checkHowever, if a check is not received in weeks from today, in the full amount of $to my lien holder, I will be reopening this case and be proceeding with further options For the record: I did not cancel the warranty because of any "mistake" on your partI cancelled it because [redacted] S lied about the coverageI talked to the service manager and my local dealership to uncover that all ***'s claims were bogus and warranty claims could be denied by your dealership as Royal Gate holds the funds (for reinvestment purposes) and controls the outcome of what they pay out, no matter where the vehicle is servicedI just so happened to find out the coverage I was "sold" was completely different from what [redacted] S had claimed it be after I had to drive all the back to Royal Gate to cancel the contractI have a hard time believe this is all even legal under the law and to what extent the state and/or lending banks are aware of how Royal Gate is using the funds on these "Extended warranties" I will keep tabs on the funds to be receivedThank you

Dear [redacted] ,I want to apologize on behalf of Royal Gate Dodge that you had to make several attempts to be removed from our mailing listI have personally notified the managers of your requestIf you should need to contact Royal Gate Dodge in the future, pleae do not hesitate to contact me.Sincerely, [redacted] @royalgatedodge.com [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/23) */ We have canceled all products per customers requestWe also verified as to whether Wells Fargo received the refunds and they only received the $14xx.xx portionWe requested another check for the other items and a check was overnightedWe apologize for the delay and inconvenience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Mr [redacted] purchased a Mercedes-Benz Sprinter Cargo Van Vin# [redacted] on or about 12/18/Mr[redacted] contacted Royal Gate Dodge on or about 01/25/in regards to said compliant [redacted] in our service department did advise Mr [redacted] that he should go to Mercedes-Benz to have said vehicle diagnosedOnce Mr[redacted] contacted Royal Gate Dodge with the diagnosis from Mercedes-Benz We explained to Mr [redacted] that the required repair would not be covered under the warranty that came with said vehicleThe warranty on the Buyers Guide that Mr [redacted] received with the purchase of said vehicle states that Royal Gate Dodge will cover 100% parts and 100% labor on internal lubricated parts of the engine and transmission onlyAs a result Royal Gate Dodge was unable to cover the repair as it was not internal lubricated partsPlease let us know if we are able to be of further assistance

Initial Business Response / [redacted] (1000, 9, 2016/01/06) */ I wanted to give you an update on taking care of the repair issues for [redacted] *** Our Service Mgr [redacted] stated that [redacted] had to cancel her appointment on 1-4-because she had to work [redacted] spoke with [redacted] today and she is bringing her Jeep back in on 1-15-and dropping it off in the morningRoyal Gate is giving her a free rental carRoyal Gate has also committed to replace both bumpers and as well as we are repairing the paint damage which was a factory defectI know our team will stay on top of this situation and will be personally followed by our Service Mgr [redacted] ***

In response to the complaint from Ms [redacted] , we (Royal Gate) have done everything within our power to make things right in this caseWe have had the Chrysler engineering group help with the electrical issues of her lights and finally got them repaired once a fix was available through Chrysler which ended up being a computer reprogram for timing of the lightsThis was a fix that was at the manufacturer level and not the dealer levelAs far as the cosmetic and body repairsWe have exhausted all resources to make things rightWe have had multiple repairs and part replacements of the fuel doorThe repairs that were done in poor quality we have had redone and even had Ms [redacted] approve of them in front of one of the owners ***, Service director [redacted] , and service manager ***We took the liberty of comparing the fuel door fitment and alignment and leakage to other "brand new" Renegades on the lot, and they all fit the same way as Ms [redacted] 'sThey are designed as a shield, not a water tight door, therefore have a drain at the bottom of the openingAs far as the "rocker" repair, we fully admitted damage to the mounting bracket for the fender flare which is part of the rocker panelWe sent to a professional body shop with a very good reputation to perform the repairs as Ms [redacted] requested we not use our own body shopThey performed the repair in accordance with the insurance repair guidelines and made it look as good as new as possibleThis panel is underneath the vehicle and has sealers, undercoats, paint and other materials added to it during the process of building the car at the factory, it was repaired accordinglyWe have spent over $9,in the last months trying to please and satisfy Ms [redacted] on her body concernsWe are to the point now where we have video taped the vehicle the last few times to verify the repairs were done professionallyWe have owned up to any and all mistakes, we have been very diligent and generous in trying to correct any concerns she has hadWe are to the point now where we are very apprehensive to even allow the vehicle on the lot for fear of being blamed for any and all damage that is currently on the vehicleMs [redacted] also currently has a case started with Chrysler trying to get them to buy her vehicle backWe do apologize for any and all mistakes made during the process of addressing her concerns, but we do stand behind the fact that everyone of those concerns have been addressed and repaired professionally

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 Sincerely, [redacted]