Douglas Jeep Chrysler Dodge Ram - Service Center

Douglas Jeep Chrysler Dodge Ram responded

Dear cgm, Thanks for your feedback. I have tried several times to speak with you on the phone, but I was unsuccessful in reaching you. According to our records, you have been here 3 times in your 2011 Toyota Sienna. 10/14/2016 for a LOF at 81448 miles. On 3/20/2017 for an LOF with 85276 miles. The last time was 6/27/2017 at 92370 miles. We performed a LOF and tire rotation. Our express lane technician measured your tires at 6/32 for left and right front and 5/32 for left and right rear. He marked these as "yellow" on the inspection sheet, not "perfect working order," but not usually considered an unsafe tread depth. However, I will make sure that the techs take three measurements of each tire and use the lowest for safety reasons, as it is possible that they took only one measurement per tire and missed some abnormal wear, although I can only speculate at this point. Please contact me at the dealership if I can be of service in the future. Sincerely, Greg Douglas, President Douglas Jeep Chrysler Dodge Ram

Buffington responded

To bring anyone reading this up to date. I had said I would do no more posting on this subject because I felt it was just a forum for owners and managers to whitewash their ultimate goal - more money. However, Mr. Douglas requested my phone number to give to the AREA MANAGER and low and behold someone called and referred to their self as the AREA MANAGER. With a muffled name. Also, he called from Firkins Mitsubishi but later I found it is also the same number for Firkins Dodge Chrysler Jeep. He could have just been having fun with me out of boredom. I will never know. When you can't look them in the eye you really don't know who you are talking to. He informed me that the Chrysler warranty department made a mistake in the beginning of telling me to take the car to the dealership because no parts are available for this Crossfire. However I have a quote from Douglas Dodge with a price that took them 3 hours to come up with along with prices for other repairs to my car. Oddly enough saying that they lied to me has just been reconfirmed by the AREA MANAGER. They do lie and this is the proof that I have. And the reason I will not go back to a Chrysler, Dodge, Jeep or Fiat owned company. I would never tell anyone not to go "buyer beware". Maybe on this day of June 19th I was that unlucky person. Oh, by the way, I never heard a word from Mr. Douglas about the overpricing of valve cover gasket replacement. I will not change my rating from a one star which is what they want.

Douglas Jeep Chrysler Dodge Ram responded

Mr. Buffington, you are the 5th owner of a used 2005 Chrysler Crossfire. The Crossfire convertibles (made by Mercedes) had developed an issue with the rear window adhesion, and Chrysler put a 10 year 100,000 mile added warranty on them in good faith. You are beyond that as well. You complained to the Chrysler customer service department about your rear window, and they directed you to come into the dealership for an inspection. We inspected the vehicle on your behalf and worked with the Chrysler rep on the phone to agree to replace the window for a $200 deductible. When we went to order the part for you, it was blocked in the system. Apparently, this window was replaced once already under the warranty in 2012 at Sunset Dodge Chrysler in Sarasota, so Chrysler would not allow us to order the part. We reached out to our area manager to see if he could override the system and release the part, but he was unable to do so. In the meantime, we recommended a glass repair specialist that fixed the window for you for $200. You took advantage of this repair in short time. You then posted this negative review. I went to the area manager again to see if he could assist, but Chrysler is not willing to warrant this 12 year old vehicle any further. I told you that, once we had resolved this issue, I would look further into your other service estimates. To say that I was not staying in close contact with you is untrue. You just spoke with the Chrysler rep a day or two ago. At this time, I recommend you take your vehicles elsewhere. Here is the whole string of our conversation, excluding the final one that contained your personal phone number. Douglas Jeep Chrysler Dodge Ram said on 08/17/2017 02:52 PM (Private Message) The Chrysler Area Rep contacted me to verify that he has the correct phone number. What is the best number for him to reach you? Buffington has read this message Buffington said on 08/11/2017 04:57 PM Me too! I can only hope that people will read further into the post for a better understanding and also will see that I will be using your dealership over others. And, I apologize to Bob Hines for referring to him but I did not have the Chrysler area manager's name. Thanks, Greg. I will let you know but I do not expect to hear from them. Douglas Jeep Chrysler Dodge Ram said on 08/11/2017 12:49 PM (Private Message) I contacted the Chrysler representative again yesterday, and he is supposed to be reaching out to you soon. Please let me know when he does and what the outcome is. Also, I appreciate the additional post comment; however, I'm sure you realize that the 1 Star rating reflects on me and my people, not Chrysler. I still think that's a bit unfair... Buffington has read this message Buffington said on 08/08/2017 01:14 PM This is an update on my previous post. While I do not regret anything I have posted because at the time it was my true feelings. With the courtesy I have been shown by the owner of the Douglas dealership it is more clear why things like this can happen. One, lack of communication and, two, the complete control car manufacturers (Chrysler) and their area managers have. My previous business with this dealership was completely satisfactory and I will return to have my 2 cars serviced as needed. Lastly, I have learned that some owners are genuinely honest and concerned over their customers. No other posting will be made. Thank you to those that have read this. I hope I haven't misled you. Buffington said on 08/07/2017 06:32 PM Hello, again, Greg Without question your time is valuable. Don't waste it on this old problem. I will be back at your dealership. I have 2 products that will continue to need oil and servicing. One not so good experience does not override my previous ones. Again, thank you for your effort. Larry Buffington Buffington said on 08/07/2017 05:38 PM Greg My actions do not come quickly. June 16th - July 31st. But I was also not blessed with patience. As I remember it, on June 16th I spent at your dealership for a simple $141.13 oil change with a look at a potential oil leak and a service manager's observation of my rear window and that at the request of Chrysler from 11:12 check in to a 14:58 checkout. Let's just call it 3 hours. With the last word being $200 deductible and 2 weeks for top and an estimate of a valve cover oil leak repair of $1448 plus tax. However, I left feeling satisfied with Douglas Jeep CHRYSLER Dodge and Ram. It has been the lack of communication and time passed and a change of verbal commitment that has led me to say what I have. What is done is done. I can not live in yesterdays and none of us can change it. Because of you, and only you, my opinion of your dealership will be kept to myself. Here, in my state of Florida, sometimes it rains but mostly like my life it is sunshine and rainbows. Thank you for your personal response. I wish you great success. Larry Buffington Douglas Jeep Chrysler Dodge Ram said on 08/07/2017 01:55 PM (Private Message) I appreciate the sunshine and rainbows comment-I wish more people had your outlook on that. Don't give up on us yet, I am still hopeful that I can prod Chrysler into helping us make you happy. I just wanted to express that I felt like you were coming down on us a bit hard. From your perspective, I understand your frustration, but most of this interaction was beyond our control. Let me see if I can get this Chrysler thing turned around, and then I will work with what is in my control to investigate your other repair and make it more affordable. Thanks for all your feedback. Buffington has read this message Douglas Jeep Chrysler Dodge Ram said on 08/07/2017 11:38 AM (Private Message) Mr. Buffington, Just to update you, I contacted the Chrysler service rep again, and he is still working on attempting to get the part released. I read through your various statements again, and I have to disagree with your characterization of my dealership's actions. We are in the middle of this, and we didn't mislead you. We have worked to help you both with Chrysler and with finding an alternative and affordable solution. There are few products or companies in the world that would warrant something that is years out of coverage, but we are doing our best to help you get that. My dealership is not Chrysler, and we cannot control what they will do when a vehicle is no longer covered by their warranty. Hopefully I will be able to get Chrysler to come through with what their customer service rep offered initially, but I don't feel that your words are fair in regard to my company or people. Any bitterness that you feel should not be directed at me. That being said, I am still working on your behalf. Greg Douglas Buffington has read this message Buffington said on 08/02/2017 07:52 PM Again, thank you. First, I was given the name Bob by the warranty people but I always ask for Bob the service manager and whoever I spoke to never corrected me. Thanks, I will use Don from now on. By choice the crossfire has been kept in the garage undriven since June 19th. I am not a collector, the car was purchased as a driver for my wife when I am out of town. It is a beautiful little car and drives well. When I brought the car in for Bob/Don, the service manager, to see the top I had the car serviced. The only real issue was the valve cover bolt broken by some mechanic in the past and put back in with electrical tape wrapped around it. Pretty sad. I have now contacted and had a repair done to the top by Sonny the glass man who called me at the request of Don. He charged me $200 but as you are well aware a factory fix with a warranty would serve a whole lot more in trade-in value than a glued in window. This has cost hours of time, my wife's time and now your time. And all because of an unnamed area manager and poor communication. Too bad you and I did not talk earlier. Here is my direct email in case you prefer that form of communication: --------@---.com. I really don't know if there is anything that can be done to undo this bitterness. Larry Buffington Buffington said on 08/02/2017 06:46 PM Not to tell you your business but I was told by the warranty department due to this issue there had been a 10 year 100,000 mile extension to the warranty. When I called them they said that even though the 10 year had elapsed because of the low mileage at the time was almost 60k miles that they would look into doing something. That is where this started. The warranty department advised me to take it to your dealership for the service manager to see. This is where it all started. I don't know which Bob we are referring to but I did talk to him 2 days ago. Maybe it was from the hospital, I don't know. Maybe he's been in the hospital since June 19th. Again, I don't know. No excuse for my sarcasm except I, too, am a businessman but I back my product 100%. I appreciate your concern. Larry Buffington Buffington said on 08/02/2017 05:10 PM Greg While I appreciate your response to my complaint. It is not about my Journey. In fact my 2014 Journey has been virtually trouble free for 80,000 miles. It is about my 2005 Crossfire VIN 1C3AN55L55XO58968 and warranty case #31827695 filed on June 19, 2017. It is also about the conditions that I accepted on repair of my rear window for $200 that would carry an additional 2 year warranty that Bob offered and I accepted and was reported back that way to Chrysler Warranty by your dealership. Bob told me it would be 2 weeks - he never called. July 31st I called him. He said the AREA MANAGER rejected what had been promised. Obviously, it appears the AREA MANAGER rules over all others including you as I've been told by the Warranty Dept. They are the top of the top. Too bad it has a bearing on your dealership and if you would have taken note that in my complaint I said others had given you high marks and I might have been inclined to do the same but now I have doubts. Even thinking about it, the $1500 in repairs on my crossfire consisted of 1 valve cover bolt causing a leak. Why was it insisted that I remove both valve covers and redo them both at twice the cost. I have owned a number of Chrysler products going back to the 70's but your dealership has spoiled a good run. Larry Buffington Douglas Jeep Chrysler Dodge Ram said on 08/02/2017 03:25 PM (Private Message) You have been actually been speaking with Don, not Bob. From what I can tell so far, Chrysler customer assistance told us that the $200 deductible would apply to your vehicle, but, when we went to order the part, we were blocked from doing so by the Chrysler system. We were then referred to our area manager. He was also unable to get the part ordered, as you are the fifth owner of the vehicle and the repair was done before. I am now in contact with him to attempt to get the part released. Both you and my dealership were put in a bad situation by Chrysler, but I am working to get this solved on your behalf. If I can resolve this issue, I will investigate the rationale for doing both sides of the valve cover. I am no technician, but it may just be that it's cheaper to do both at once rather than come back and do the other later. As far as backing our product 100%, we push for the customer's benefit each and every time, even with customers and products that we didn't sell or service here at this store. I will be in touch when I have more information. Buffington has read this message Douglas Jeep Chrysler Dodge Ram said on 08/02/2017 02:15 PM (Private Message) Mr. Buffington, Thanks for the additional information. Yes, Chrysler has most of the say on warranty, especially on 12 year old vehicles that are clearly out of their warranty period. However, let me look into this overall matter and find out why the $200 figure was brought up and then later denied. Bob Hines has been exemplary with customers since he has been with us thus far. As far as his shortcomings in communication, he has been out for surgery dealing with unexpected internal bleeding for some time now. Not an excuse, just an attempt to give some context. I thank you for the opportunity to find out the entire situation. Sincerely, Greg Douglas Buffington has read this message Douglas Jeep Chrysler Dodge Ram said on 08/02/2017 12:13 PM (Private Message) Hello and thanks for notifying me of your issue. Can you give me the VIN number for your Journey and the best phone number to contact you so that I can look into what is happening? Or please call me at 9414848300. Sincerely, Greg Douglas, President Douglas Jeep Chrysler Dodge Buffington has read this message