Ref BBB Case #********
The above complaint is in regards to the same veh. which I took to Orllando Dodge after the cooling line was not fixed at **.
The morning of 1/11/16, I took my truck to *****/Altamonte to seek their assistance in repairing the fluid leak on the front of my truck After *****/Altamonte Springs was able to diagnose the problem with my truck and the manager did have the common decency and the courtesy to admit that they could not correct the problem. Instead the very competent, efficient, and hospitable manager did make a recommendation as to where I should take it. I accepted his recommendation and took my vehicle to Orlando Dodge. In addition to the problem with the Transmission Cooling Line, I also informed the Service Advisor, Mr. R********* that the glove box was not accessible. It was not damaged before turning it into ************** on 12/24/15. My owner's manual is in the Glove Box and I recall using it after returning from Jacksonville on 12/21/15. My truck remained parked in front of my home, almost exclusively from the time that I discovered ** had not corrected the fluid leak on 12/24/15 and nor was it corrected for the second time on 1/6/16.After the second failure of ************** I again parked my truck in front of my home and it remained there until I drove to *****/Altamonte Springs the morning of 1/11/16. Before driving to Orlando Dodge, I stopped by ************** and told him of this same problem and he asked why did I not come back to him. At that moment, I knew that I would not be returning to ** ever again. I arrived at Orl Dodge soon after leaving *****/Altamonte, at approximately 12-1 PM. I remained in the customer waiting area while they inspected my truck. Between 5-6PM, the service advisor informed me that they would be unable to repair my truck, so they gave me a courtesy car ride to my home. After numerous calls and phone consultations between 1/11/16-1/21/16 (11 days). The night of 1/21/16, I picked my truck up and charged my credit card in excess of $1400 in repairs, including a change of the "Radiator" ($282), replacing 2 Tube Oil, and labor which amounted to $1104 of the total cost of $1416.(Invoice is available for your review) The invoice is stamped "PAID, Jan 21, 2016" and also annotated with a statement, "24 month unlimited miles warranty on all parts and labor" and signed by the service advisor.
After arriving home, it was too dark to determine if the leaking fluid problem had been corrected. And when I checked the next morning, (1/22/16) the problem was still the same (leaking yellowish fluids).Called Orlando Dodge on 1/22, 1/23, or 1/24. Also, called on 2/6/16 and left messages with the service advisor as well as the Service Manager Left messages for Mr R********* to return my call. Departed for Georgia the morning of 1/25 to attend to unrelated business. Upon my return, I repeated calls to Mr R********* and Mr M******, Service Manager, before continuing the charade of trying to make sense of these unscrupulous individuals.
At that point in time, I decided that I had enough of this and made the decision to address this matter with the Chrysler Corporation. My case has been assigned to a Case Manager and he has made contact with me on several occasions. The most recent being this morning, 2/18/16 at 8:04 AM.
I informed him that I have turned my vehicle over to an independent repair facility that came highly recommended. The Case Mgr informed me that this was fine, but to let them know that they must use MOPAR parts on my truck. I called the repair facility and informed the Manager of this requirement.
My Case MGR also informed me several days ago that he was having problems with the maintenance staff, including the Service Mgr in returning his calls.
I have disputed these charges with my credit card company and they have given me until 2/23/16 to respond back.
I contacted the company that has possession of my truck now and informed them that the Glove Box has to be repaired also.
I just want these charges, ($1416.72) reversed from my credit card. Some types of sanctions or disciplinary actions taken against those responsible for this involved.
My credit card company (***** VISA) has given me a deadline of 2/23/16 to have this resolved after I submitted a dispute of these charges to them.
At my age, I should not have to go through this type of extreme hardships with these equally extremely difficult people.
Contact Name and Title: Bryan M****** Service Mgr
Contact Phone: ************
Contact Email: **********************
Mr. ****** did have these repairs as listed on his Repair Order performed as authorized. The repairs were for the radiator replacement and for the 2 transmission cooler lines (oil tubes) as listed on the Repair Order.
On 2/26/16, Bryan M****** SM,Stew S**** GM and Ronnie R********* SA tried to contact customer by phone and Ronnie sent customer an e-mail. Awaiting customer reply to converse about the situation and work toward a resolution.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept Orlando's Dodge insulting response to reimburse $123.30 for the fraudulently repairs/labor that were done to my truck. I chose not to have further conversation or dealings with Mr. M******, after our conversation on 3/3/16, because I came away with a clear understanding that he was a character that I considered to be insincere as well as untrustworthy. Instead of going to ***** to fax documents to him, instead I took all additional documents to the BBB office on Grant St. in Longwood, Fl. I believed they were better suited and experienced in dealing with humans such as he. And to his assertion that "No clear answer was given" to his question of what was an agreeable resolution. I chose not to respond since I had not spoken to the person handling my dispute at my credit union (VISA), and he (M******) should have had a copy of all documents that were or would be given to the BBB. Including; the document dated 2/23/16 (TO MY CREDIT CARD COMPANY'S DISPUTE SPECIALIST) which has the following statement in bold print:
"FOR THEIR DECEIT AND NEGLECT OF MY VEHICLE, I AM REQUESTING A COMPLETE REFUND OF ALL OR MOST OF THESE DISPUTED CHARGES".
My vehicle should not be held hostage to the bogus "24 month unlimited miles warranty" because of this company's unscrupulous business dealings and their possible motivation to sabotage my vehicle if I had to return it for any reason. That would be akin to asking the fox to guard the chicken coop.
1. There is a value for this built into the $1400+ that they have charged my card.
2. Mr. M****** disregarded my comments about the radiator and other parts that were removed from my vehicle.
3. My credit card was charged $726.40 in labor charges and I am doubtful if any of those charges are valid. When my truck was returned to me, the condition that was present when it was presented to Orlando Dodge was still present WHEN IT WAS RETURNED TO ME after it was in their care for 11 days.
4. Have other consumers complained about this company (Orlando Dodge)and their unwillingness to exercise sound, fair, reasonable, and just business practices? If so, have these complaints been found to be justified?
5. Have complaints been made about their lack of "BASIC COURTESIES" in returning a customer phone calls after a vehicle has been with them for 11 days and $1400+ of possible bogus charges.
6. Because of their deceit and neglect of my vehicle, I am requesting a complete refund of all or most of these disputed charges.
7. My complaint and experience with Orlando Dodge should be broadcast on the local TV stations, so consumers (especially Senior Citizens)can avoid the unpleasant experience that I have endured.
8. In my e-mail response to Mr. R*********, dated 3/1/16, I included a statement at the end, which read as follows: "I felt confident that I would be treated "honorably" by a fellow VET!".
Does the BBB have special provisions for handling complaints by honorably discharged veterans? (27 yr U S Air Force veteran ***********
Final Business Response
As we go further through this process, I find it very unfortunate how Mr. ****** is viewing Bryan M******'s sincerity and willingness to attempt to make this situation right. The conversation was very civil. Bryan apologized for the concerns up to that point and was very sincere.
We also find it unfortunate that Mr. ****** would insinuate that we would sabotage any one of our customers' vehicles. This implication is grossly unfounded.
In reference to the warranty, it holds no customer hostage, as stated by Mr. ******, to any specific dealer. The customer is free to have any of the listed repairs done at any dealer. The Mopar part warranty is a nationwide 24 month/unlimited mileage warranty on the components listed by part number, on the repair order for defect in workmanship and/or part defects.
The parts removed from Mr. ******' vehicle would have been discarded unless otherwise requested by the customer to save.
Orlando Dodge and the aforementioned staff
will diligently continue to try to come to an agreeable resolution.