any miscommunication that might have occurred during the process. Our General Sales Manager coordinated with our Director of Service Operations to make sure your vehicle was repaired correctly. Although, we or the manufacturer are not responsible for a tire that is punctured by something picked up on a road, we replaced it at no cost to the customer. We will make every effort to trade this vehicle for another vehicle if the customer chooses. Sincerely,John [redacted]CJD Ram General Manager
We will fix the customer’s seat
though we never signed anything saying that we would do so. The warranty
sticker the customer is referring to is the federal buyers guide and states
that any warranty on a vehicle is between the customer and the
manufacturer. If [redacted] is not 100%...
satisfied with the warranty that
his vehicle qualifies for, we are happy to refund 100% of the warranty purchase
price to the bank that financed the warranty. Please let me know if I can
assist in anything further.
Thank You,
Matt C[redacted]
General Manager
Gillman Dodge-Ram-Chrysler-Jeep
[redacted] [redacted] [redacted]
[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 would be satisfactory to me.
thank you for the follow up. It's a comfort to the consummer to have your as guidance. Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the...
business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Gillman is lying and I do have a document signed by their Sales Manager to prove it… (see attachment).
I also have text messages from the salesperson that show they did originally offered a one year subscription to ** Radio/Sirius.
Finally, at the end of the financing process, they asked me if there were any promises or offers made that were still pending, and they recorded this on video. In such video I listed all the promises made by the salesperson, including the one year subscription to ** Radio/Sirius.
Regards,
I totally disagree with her statement as I listened to her and tried to assist her in every way. I am disappointed that she would say we are not trying to help her. Please understand that calling for a lost/missing key after two years is very unusual and offering to pay half the cost of a replacement key is more than fair. We had no reason not to give the customer both keys to her car.[redacted]
We wanted to recap the timeline on the customers car.1st
visit July 1st 2015:
We
first received Ms. [redacted]’s Nitro on July 1st 2015, we found that her
battery contained a bad cell and was severely discharged. We...
recommended that
we first replace her defective battery then proceed with continued testing and
diagnosis. She declined testing and diagnosis and purchased a new battery
over the counter from us and replaced it herself. We did not charge for
testing and diagnosis.
2nd
visit July 11th 2015:
Ms. [redacted] returned to our service department because her new battery would not
allow her Nitro to crank over and jump starting did not help either.
After testing we determined her alternator was not charging her battery or her
Nitro’s electrical system due to an internal failure. We recommended
replacement of her alternator and we also replaced her battery under warranty
to which she agreed. She picked up her Nitro on July 16th
2015.
I took the vehicle back and was told I needed $1400.00 in repairs.
3rd
visit
On
Oct 26th 2015 Ms. [redacted] returned with BAS/ESP & Trac warning
lights on, Check Engine warning light on and Throttle Body warning light
on. During diagnosis and testing we found that her Nitro had been
involved in a collision and noted that her steering wheel was considerably off
center causing the BAS/ESP & Trac warning lights to illuminate.
·
Oct
28th 1:19 pm called with a progress update
·
Oct
29th 4:36 pm and 4:37pm could not leave a message, voicemail was
full
·
Oct
30th 7:49am voicemail was full
·
Oct
30th 8:00 am spoke to Ms. [redacted], gave her a detailed estimate, she
said that she would call us back and to give her some time
We
recommended to adjust her steering wheel position/angle while performing a 4
wheel alignment to which she approved. Her Throttle body and Check Engine
warning lights were determined to be a defective cam shaft senor and a
defective accelerator pedal. We recommended replacing both items and also
recommended catching up on some needed maintenance, a tune up and fuel
injection service.
·
Nov
2nd 7:12 am left voicemail
·
Nov
2nd 7:40 am Ms. [redacted] called back and approved her estimate
·
Nov
4th 11:01 repairs completed, quality control test driving
·
Nov
4th 11:21 left voicemail that her Nitro was ready to be picked up
All approved work was completed on November 4th 2015 and Ms. [redacted] was called
same day and made aware that her Nitro was ready to be picked up.
·
Nov
10th 9:07 am left voicemail reminding her Nitro was finished
·
Nov
10th 10:25 am Ms. [redacted] called back and said she would be in
next week with payment to pick up Nitro
They refused to take payments even while the vehicle stayed in their
possession. I saved up all the funds to pay for the vehicle in full and picked
the vehicle up on 12/3/2015.
·
Nov
17th Ms. [redacted] stopped in and asked if we would accept a partial
payment. Company policy prohibits us from accepting partial payments so
we offered alternative payment ideas and looked in to trading her Nitro in on a
new vehicle. A new vehicle purchase would have relieved Ms. [redacted]’s
existing repair bill obligations.
·
Nov
19th Dodge customer service called, returned their call. Explained
that we cannot accept partial payment due to company policy
·
Nov
20th updated Dodge customer service rep.
·
Nov
24th spoke to Dodge customer service rep, explained that Ms. [redacted]’s
Nitro has been ready since Nov 4th
I drove the vehicle FIVE minutes and the vehicle shut down again in
the middle of traffic.
Ms.
[redacted] paid and picked up her Nitro on Dec 3th 2015. Shortly
after picking up she called back and stated “While driving at about 40 – 45
mph, vehicle shut off and stopped like the brakes were applied and she was
nearly rear ended. When she restarted her Nitro and drove back to our
service department the ETC (Electronic Throttle Control) light was flashing.
When she returned, we immediately checked her Nitro back in to our
service department and had a technician analyze all computer systems and test
drive for any available information. We were unable to reproduce her concern
that day. The following morning Dec 4th 2015, our technician and
service manager test drove and continued testing to hopefully pinpoint her
concern. We could not reproduce her concern but continued multiple test drives
in an attempt to repeat the condition.
I got the vehicle back to the dealership and was told no one was
able to help me because the service manager was out on a family emergency and
the dealership general manager was not available.
I left the vehicle there and was told I would receive a call. I have
not had any contact with staff from Gillman. I called the corporate office
which also had issue getting in contact with Gillman staff to report my issues.
Dec
4th 11:41am Service Manager called Ms. [redacted] to let her know he was
aware of her Nitro and the issue she experienced.
Dec
4th 12:18 pm Service Manager test drove her Nitro with the
technician, the concern did not occur
Dec
4th 5:28 pm technician reported that after multiple (6) test drives
since 12:18 pm, the issue still had not surfaced.
Dec
5th service manager called customer and updated her. Multiple
test drives and concern had still not surfaced. Called [redacted] Field
Engineer
Dec
8th 10:45 am asked Ms. [redacted] for more specific information about
when issue happened. She reiterated that she was driving at 45 mph on the
feeder road and issue showed up 5 min after picking up from us. We test drove
all day Monday Dec 7th and again this morning without any
occurrence. Sending driver on extended test drive.
Dec
8th Ms. [redacted] requested that once we were done today, to call her
with results. She may pick it up even if we cannot make issue happen
Dec
8th 11:24 returned from test drive with 167015 miles, dropped off
with 166963 miles. 52 miles test driven so far without any issue
Dec
9th 11:46 am test drove without any issue
Dec
9th customer picked up her Nitro
The
service manager reached out to Ms. [redacted] via phone on 4 occasions after she
returned with her Nitro on Dec 3rd 2015.We strive to provide our customers with excellent customer service and hope she is happy with the repairs on her Nitro.Sincerely,Matt [redacted], General Manager713.776.4901
We are sorry for any confusion regarding this customers car repair. The customer decided to trade
her vehicle instead of paying for the repair and we are helping her get into another car.
Thank You,
The subscription we offered to pay for:
Is dated on the day that the car was originally sold,
not on the date that the paperwork was written up, and over a week later the customer
would not re-sign unless we gave the service to him. (He held onto the sales paperwork that he would not sign unless we paid for his satellite.)
The $199 is the cost of the
subscription---the difference in what he paid and our offer of $199, are optional services like travel
link and the activation fee.
We will pay for the basic subscription to satellite service as we agreed to and have previously mentioned, but not the other options he paid for. Basic service is $199. We did NOT lie to the customer and went over and above trying to make this customer happy.
The check was mailed to this customer last week.
Sincerely,
[redacted]
General Manager
Gillman Chrysler Jeep Dodge
I met with Ms. [redacted] on [redacted] 18, 2014. I
sent her truck to an aftermarket shop. Her vehicle was in an accident and
she claims the front end was painted, but not as far back as the sunroof.
Chrysler has declined the repairs on the paint job. The radio was repaired by...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
It took over 30 days. Waiting on them to pay a car note
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
The flat tire is just the minor issue compared to all other big issues that we had as below:Failed to disclose transmission recall during sale transaction, informed us after 2 days during state inspection workFront axle replacement/repairwrong odometer mileage on recall service/front axle service, wrong notes on tire replacement notes etc
Regards,[redacted]
We sent a copy of the perfected
title to [redacted] on sept 18th and they said we would have funds within
7 days. Once we receive payment, I will settle with the [redacted]. Thank you for your patience.Matt C[redacted]Gillman CJG713.776.4901
As far as the sunroof issue
goes, I had [redacted] (our sunroof installer) look at the concern.
They are in agreement that the issue is a result of the accident that the
customer was involved in and has nothing to do with Gillman. I showed her
my personal vehicle sunroof and let her see the difference and how her
paintwork from the body shop that repaired her vehicle was sub par. As
far as the radio, I am meeting with [redacted] my service manager and he will
contact her for a follow up visit.
Thank You,
[redacted]
[redacted]
Gillman Dodge-Ram-Chrysler-Jeep
###-###-####
direct
We apologize that this customer has this perception of holding his vehicle hostage and not responding. The automobile manufacturer, [redacted] Automobiles "FCA" has been involved with this situation and has asked our dealership to allow them to communicate with the customer. ...
This particular situation and its resolution has been slowed down due to the customer not accepting FCA’s position. When we have given a direction, the customer has asked us to wait for his decision, which in many cases took several days to a week in order for us to receive any feedback. FCA has asked that all further communication on this vehicle be directed to them. We will gladly assist this customer in a timely manner when he and FCA reach a conclusion. At this time, the resolution is a work in progress and will need further time to complete. Mr. John [redacted]Chrysler Jeep Dodge General Manager
Gillman did not damage the customers car. The shocks
were installed by her husband and after they saw it was broken, he fixed it
himself.
Thank You,
Matt C[redacted]
General Manager
Gillman Dodge-Ram-Chrysler-Jeep
[redacted] ...
[redacted] [redacted]
Mr. [redacted],We apologize for...
any miscommunication that might have occurred during the process. Our General Sales Manager coordinated with our Director of Service Operations to make sure your vehicle was repaired correctly. Although, we or the manufacturer are not responsible for a tire that is punctured by something picked up on a road, we replaced it at no cost to the customer. We will make every effort to trade this vehicle for another vehicle if the customer chooses. Sincerely,John [redacted]CJD Ram General Manager
We will fix the customer’s seat
though we never signed anything saying that we would do so. The warranty
sticker the customer is referring to is the federal buyers guide and states
that any warranty on a vehicle is between the customer and the
manufacturer. If [redacted] is not 100%...
satisfied with the warranty that
his vehicle qualifies for, we are happy to refund 100% of the warranty purchase
price to the bank that financed the warranty. Please let me know if I can
assist in anything further.
Thank You,
Matt C[redacted]
General Manager
Gillman Dodge-Ram-Chrysler-Jeep
[redacted] [redacted] [redacted]
[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 would be satisfactory to me.
thank you for the follow up. It's a comfort to the consummer to have your as guidance. Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the...
business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Gillman is lying and I do have a document signed by their Sales Manager to prove it… (see attachment).
I also have text messages from the salesperson that show they did originally offered a one year subscription to ** Radio/Sirius.
Finally, at the end of the financing process, they asked me if there were any promises or offers made that were still pending, and they recorded this on video. In such video I listed all the promises made by the salesperson, including the one year subscription to ** Radio/Sirius.
Regards,
I totally disagree with her statement as I listened to her and tried to assist her in every way. I am disappointed that she would say we are not trying to help her. Please understand that calling for a lost/missing key after two years is very unusual and offering to pay half the cost of a replacement key is more than fair. We had no reason not to give the customer both keys to her car.[redacted]
We wanted to recap the timeline on the customers car.1st
visit July 1st 2015:
We
first received Ms. [redacted]’s Nitro on July 1st 2015, we found that her
battery contained a bad cell and was severely discharged. We...
recommended that
we first replace her defective battery then proceed with continued testing and
diagnosis. She declined testing and diagnosis and purchased a new battery
over the counter from us and replaced it herself. We did not charge for
testing and diagnosis.
2nd
visit July 11th 2015:
Ms. [redacted] returned to our service department because her new battery would not
allow her Nitro to crank over and jump starting did not help either.
After testing we determined her alternator was not charging her battery or her
Nitro’s electrical system due to an internal failure. We recommended
replacement of her alternator and we also replaced her battery under warranty
to which she agreed. She picked up her Nitro on July 16th
2015.
I took the vehicle back and was told I needed $1400.00 in repairs.
3rd
visit
On
Oct 26th 2015 Ms. [redacted] returned with BAS/ESP & Trac warning
lights on, Check Engine warning light on and Throttle Body warning light
on. During diagnosis and testing we found that her Nitro had been
involved in a collision and noted that her steering wheel was considerably off
center causing the BAS/ESP & Trac warning lights to illuminate.
·
Oct
28th 1:19 pm called with a progress update
·
Oct
29th 4:36 pm and 4:37pm could not leave a message, voicemail was
full
·
Oct
30th 7:49am voicemail was full
·
Oct
30th 8:00 am spoke to Ms. [redacted], gave her a detailed estimate, she
said that she would call us back and to give her some time
We
recommended to adjust her steering wheel position/angle while performing a 4
wheel alignment to which she approved. Her Throttle body and Check Engine
warning lights were determined to be a defective cam shaft senor and a
defective accelerator pedal. We recommended replacing both items and also
recommended catching up on some needed maintenance, a tune up and fuel
injection service.
·
Nov
2nd 7:12 am left voicemail
·
Nov
2nd 7:40 am Ms. [redacted] called back and approved her estimate
·
Nov
4th 11:01 repairs completed, quality control test driving
·
Nov
4th 11:21 left voicemail that her Nitro was ready to be picked up
All approved work was completed on November 4th 2015 and Ms. [redacted] was called
same day and made aware that her Nitro was ready to be picked up.
·
Nov
10th 9:07 am left voicemail reminding her Nitro was finished
·
Nov
10th 10:25 am Ms. [redacted] called back and said she would be in
next week with payment to pick up Nitro
They refused to take payments even while the vehicle stayed in their
possession. I saved up all the funds to pay for the vehicle in full and picked
the vehicle up on 12/3/2015.
·
Nov
17th Ms. [redacted] stopped in and asked if we would accept a partial
payment. Company policy prohibits us from accepting partial payments so
we offered alternative payment ideas and looked in to trading her Nitro in on a
new vehicle. A new vehicle purchase would have relieved Ms. [redacted]’s
existing repair bill obligations.
·
Nov
19th Dodge customer service called, returned their call. Explained
that we cannot accept partial payment due to company policy
·
Nov
20th updated Dodge customer service rep.
·
Nov
24th spoke to Dodge customer service rep, explained that Ms. [redacted]’s
Nitro has been ready since Nov 4th
I drove the vehicle FIVE minutes and the vehicle shut down again in
the middle of traffic.
Ms.
[redacted] paid and picked up her Nitro on Dec 3th 2015. Shortly
after picking up she called back and stated “While driving at about 40 – 45
mph, vehicle shut off and stopped like the brakes were applied and she was
nearly rear ended. When she restarted her Nitro and drove back to our
service department the ETC (Electronic Throttle Control) light was flashing.
When she returned, we immediately checked her Nitro back in to our
service department and had a technician analyze all computer systems and test
drive for any available information. We were unable to reproduce her concern
that day. The following morning Dec 4th 2015, our technician and
service manager test drove and continued testing to hopefully pinpoint her
concern. We could not reproduce her concern but continued multiple test drives
in an attempt to repeat the condition.
I got the vehicle back to the dealership and was told no one was
able to help me because the service manager was out on a family emergency and
the dealership general manager was not available.
I left the vehicle there and was told I would receive a call. I have
not had any contact with staff from Gillman. I called the corporate office
which also had issue getting in contact with Gillman staff to report my issues.
Dec
4th 11:41am Service Manager called Ms. [redacted] to let her know he was
aware of her Nitro and the issue she experienced.
Dec
4th 12:18 pm Service Manager test drove her Nitro with the
technician, the concern did not occur
Dec
4th 5:28 pm technician reported that after multiple (6) test drives
since 12:18 pm, the issue still had not surfaced.
Dec
5th service manager called customer and updated her. Multiple
test drives and concern had still not surfaced. Called [redacted] Field
Engineer
Dec
8th 10:45 am asked Ms. [redacted] for more specific information about
when issue happened. She reiterated that she was driving at 45 mph on the
feeder road and issue showed up 5 min after picking up from us. We test drove
all day Monday Dec 7th and again this morning without any
occurrence. Sending driver on extended test drive.
Dec
8th Ms. [redacted] requested that once we were done today, to call her
with results. She may pick it up even if we cannot make issue happen
Dec
8th 11:24 returned from test drive with 167015 miles, dropped off
with 166963 miles. 52 miles test driven so far without any issue
Dec
9th 11:46 am test drove without any issue
Dec
9th customer picked up her Nitro
The
service manager reached out to Ms. [redacted] via phone on 4 occasions after she
returned with her Nitro on Dec 3rd 2015.We strive to provide our customers with excellent customer service and hope she is happy with the repairs on her Nitro.Sincerely,Matt [redacted], General Manager713.776.4901
We are sorry for any confusion regarding this customers car repair. The customer decided to trade
her vehicle instead of paying for the repair and we are helping her get into another car.
Thank You,
Matt C[redacted]
General Manager
Gillman...
Dodge-Ram-Chrysler-Jeep
713-776-4901
direct
The subscription we offered to pay for:
Is dated on the day that the car was originally sold,
not on the date that the paperwork was written up, and over a week later the customer
would not re-sign unless we gave the service to him. (He held onto the sales paperwork that he would not sign unless we paid for his satellite.)
The $199 is the cost of the
subscription---the difference in what he paid and our offer of $199, are optional services like travel
link and the activation fee.
We will pay for the basic subscription to satellite service as we agreed to and have previously mentioned, but not the other options he paid for. Basic service is $199. We did NOT lie to the customer and went over and above trying to make this customer happy.
The check was mailed to this customer last week.
Sincerely,
[redacted]
General Manager
Gillman Chrysler Jeep Dodge
I met with Ms. [redacted] on [redacted] 18, 2014. I
sent her truck to an aftermarket shop. Her vehicle was in an accident and
she claims the front end was painted, but not as far back as the sunroof.
Chrysler has declined the repairs on the paint job. The radio was repaired by...
Chrysler.
Thank You,
[redacted]
[redacted]
Gillman Dodge-Ram-Chrysler-Jeep
###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
It took over 30 days. Waiting on them to pay a car note
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
The flat tire is just the minor issue compared to all other big issues that we had as below:Failed to disclose transmission recall during sale transaction, informed us after 2 days during state inspection workFront axle replacement/repairwrong odometer mileage on recall service/front axle service, wrong notes on tire replacement notes etc
Regards,[redacted]
We sent a copy of the perfected
title to [redacted] on sept 18th and they said we would have funds within
7 days. Once we receive payment, I will settle with the [redacted]. Thank you for your patience.Matt C[redacted]Gillman CJG713.776.4901
As far as the sunroof issue
goes, I had [redacted] (our sunroof installer) look at the concern.
They are in agreement that the issue is a result of the accident that the
customer was involved in and has nothing to do with Gillman. I showed her
my personal vehicle sunroof and let her see the difference and how her
paintwork from the body shop that repaired her vehicle was sub par. As
far as the radio, I am meeting with [redacted] my service manager and he will
contact her for a follow up visit.
Thank You,
[redacted]
[redacted]
Gillman Dodge-Ram-Chrysler-Jeep
###-###-####
direct
We apologize that this customer has this perception of holding his vehicle hostage and not responding. The automobile manufacturer, [redacted] Automobiles "FCA" has been involved with this situation and has asked our dealership to allow them to communicate with the customer. ...
This particular situation and its resolution has been slowed down due to the customer not accepting FCA’s position. When we have given a direction, the customer has asked us to wait for his decision, which in many cases took several days to a week in order for us to receive any feedback. FCA has asked that all further communication on this vehicle be directed to them. We will gladly assist this customer in a timely manner when he and FCA reach a conclusion. At this time, the resolution is a work in progress and will need further time to complete. Mr. John [redacted]Chrysler Jeep Dodge General Manager