Palmen Dodge Chrysler Jeep Of Racine - Service Center

Palmen Dodge Chrysler Jeep Of Racine responded

Thank-you for taking the time to provide this review, as all customer input is greatly appreciated. I initially tried reaching out to you on 11/17 when I was notified of this review, but received no response. I am sorry you feel this way about your visit and would appreciate the opportunity to speak to you about it further, in case maybe there was just some confusion or miscommunication and the service advisor was not doing a good job explaining. Or, have you gone elsewhere to get a second opinion which has led you to believe our quote was too high or not what needed to be done? If so, again I would appreciate the chance to make sure we are comparing apples to apples, as we definitely do not want you to feel we were trying to take advantage of you or your situation, as that is simply not how we do business. My contact info is provided below, or you can simply respond here through DealerRater as well. Thank-you and have a nice day. Jim Brinkman Customer Relations Manager Palmen CDJR of Racine Direct: (262) 504-1451 E-Mail: jbrinkman@palmen.com Hours: Mon-Fri, 8:00am-6:00pm

Palmen Dodge Chrysler Jeep Of Racine responded

Thank-you for taking the time to provide this review and also the additional time to update it to positive in regard to Palmen after our conversation yesterday. I completely understand the frustration you are experiencing with your vehicle, and the factory's not having an immediate fix at the time, and appreciate you editing things to reflect that your issue is not with Palmen in Racine. We look forward to seeing you this week and doing everything within our power to get to the bottom of things, working hand-in-hand with the national tech center. Please feel free to contact me any time you need anything at all and I will be glad to assist. Jim Brinkman Customer Relations Manager Palmen CDJR of Racine Direct: (262) 504-1451 E-Mail: jbrinkman@palmen.com Hours: Mon-Fri, 8am-6pm

Palmen Dodge Chrysler Jeep Of Racine responded

Thank-you for taking the time to provide this review, as any input from our customers is greatly appreciated. That being said, I apologize for the missteps which occurred while servicing your vehicle, but am glad that you feel Patti helped make things right for you. She's definitely one of the best we have here. Additionally, I understand (from a different review) that congratulations are in order given that the weekend ended with you purchasing a new vehicle from Tom Berlin! We are grateful that Patti and Tom seemingly did everything they could to maintain your trust and loyalty, and look forward to continuing to serve you with all of your vehicle needs. Thank-you for your patience and understanding, and have a great day! Jim Brinkman Customer Relations Manager Palmen CDJR of Racine Direct: (262) 504-1451 E-Mail: jbrinkman@palmen.com Hours: Mon-Fri, 8am-6pm

Palmen Dodge Chrysler Jeep Of Racine responded

Thank-you for taking the time to provide this review, as we appreciate any input we receive from our customers. I did try reaching out to you with the following message on November 12, but received no response. While it is unfortunate that we were unable to remove your drain plug, we did work on it up until we felt was possibly the point of no return, where we feared we would break something that would leave the only resolution to be the major repair you were quoted on and declined upfront; basically a worst case scenario. Therefore, you were charged for the time we did spend on the vehicle trying, which was basically one half hour of labor. That all being said, it is my understanding that you had taken it elsewhere before Palmen and they were also unable to remove the plug. Maybe both shops had worked it enough to the point where the third was able to get it off easily? Not sure, but I am happy you got your issue resolved and that it did not end up costing you as much as the worst case scenario we prepared you for, and were trying to avoid. Please feel free to contact me directly if you wish to discuss anything further and I would be glad to help. Thank-you for your patience and understanding, and have a nice day. Jim Brinkman Customer Relations Manager Palmen CDJR of Racine Direct: (262) 504-1451 E-mail: jbrinkman@palmen.com Hours: Mon-Fri, 8am-6pm

rmoriarity responded

The first place I took it to was a quick lube and they said they didn't have the tools to remove it, suggested that I take it to you for your expertise....If your service was worried that they would break something why not try? the only suggestion was to replace everything including a front end alignment.... When I took it to a private service station I showed him a picture of the drain plug and just smiled and said no problem and quoted me less then $200.00 before even starting the work....It always bothers me when your getting a quote on anything, not just autos, your given a quote not in the best interest of the consumer but for the one providing the service, it's not always that way but it does seem like what ever cost more is the best way to do it..... I know that I'm just one customer and many are pleased with your service and how they were treated but one time was enough to make me think of returning.... Thank you for your concern, obviously your customer relations is much better then the service that I was provided.. have a wonderful Thanksgiving. Rick Moriarity