Chapman Chrysler Jeep

Chapman Chrysler Jeep responded

Hello George, Chapman Chrysler Jeep would like to apology for our inadequate explanation of the warranty coverage relating to your headliner. The basic warranty on your vehicle expired at 36,000 miles. This means that your warranty had already expired during the February 2016 visit to our dealership when you first asked us to diagnose the headliner issue, and it continued to be expired when you brought the truck back to us earlier this month. You also mentioned that your “selling dealer” in Idaho sold you a non-Chrysler extended warranty. Chapman, out of “good will” called your selling dealer, on your behalf regarding coverage. Your selling dealer declined coverage and did not offer to pay for the repairs. Since you were clearly frustrated and agitated, at your selling dealers response we offered to take pictures of the issue and e-mail them to Chrysler with a request to review for an exception to warranty policy. Unfortunately Chrysler declined assistance because it was not a safety concern and it did not affect the operation of the vehicle. They was also questioned the possibility of damage since the headliner was creased next to the sunroof. This is something that should be taken up with your selling dealer. We are baffled as to how you rated Chapman Chrysler Jeep at 1¼ stars being that we indeed extended an extreme amount of customer service to you in our efforts of calling your selling dealer & submitting to Chrysler. We again apologize that despite our due diligence the repair was declined, it was not due to lack of effort. Please do not hesitate to contact us if you feel there is something further we can assist you with. Thank You, Derrick Goern Service Manager

Chapman Chrysler Jeep responded

Hello Curtis, thank you for taking the time to explain your concerns. Given the situation you have presented, we can definitely understand the anxiety which could be experienced. Hopefully, a couple of issues can be clarified and maybe a solution can be offered. The initial electrical diagnosis determined that the battery was failing (dead cell). Jesse, your service advisor, recommended replacement. He also stated that there may be other problems, although we were unable to complete the electrical diagnosis until a functional battery was installed. Per the prior understanding and agreement the technician replaced the battery and completed the remainder of the diagnosis. It was then determined that the alternator was not charging and needed to be replaced. It is very unfortunate that the alternator would fail after 2000 miles of ownership, although it would not necessarily be uncommon for any vehicle with 94,000 miles. Alternator failure is a unforeseen problem & unable to detect exactly when it will go out & have to be replaced. All of our customers are offered the opportunity to purchase a service contract (extended warranty) prior to the delivery of their vehicle, and in review of your loan we see that you declined all coverage offered. It is unfortunate that this mechanical insurance was not purchased since it probably would have covered the repair. Since the purchase of your vehicle was recent and we do value your decision to purchase and service your vehicle at Chapman Chrysler Jeep, we would like to offer you the repairs at a significant discount. If you would like to consider and discuss the details of this option, please contact Jesse or myself. We look forward to hearing from you. Thank You, Derrick Goern Service Manager 702-558-3000

Chapman Chrysler Jeep responded

Daren R Jackson, We are in receipt of your concern and have looked into this matter. Chapman Chrysler Jeep would like to apologize for the problems you have experienced with your vehicle. Our sales manager Vinnie Robles left you a message yesterday to discuss this further and see what we can do to resolve this matter for you. We do stand by our vehicles and safety and recon all of our pre-owned vehicles. If these problems with your vehicle can’t be resolved in a fair & timely fashion, our sales manager is willing to sit down with you and discuss resolve to your purchase. Please give him a call at the number listed below and I think you will be satisfied with options. He will be in Wed-Sat this week. Thank You, Kimberly Hill Customer Relations Director 702-558-3000