Tempe Chrysler Jeep Dodge

Tempe Chrysler Jeep Dodge responded

Thank you for sharing your experience with us. The whole Tempe Dodge team believes that catering to the customer's needs is very important. It is great to hear that you enjoyed your time with us and if there is anything else we can do for you, please don't hesitate to let us know. We also have special offers for our Facebook and Twitter fans so check those out today! Twitter: https://twitter.com/#!/TempeChrysler Facebook: https://www.facebook.com/pages/Tempe-Dodge-Chrysler-Jeep-Ram/242413495807823 Regards, Mike Breyfogle - General Manager mikeb@tempedodge.com

Tempe Chrysler Jeep Dodge responded

As the Service Manager at Tempe Dodge Chrysler Jeep it is my responsibility to make sure that we take great care of our customers and also follow the manufacturer’s guidelines for warranty repairs. This includes making sure that the customer has in fact performed all the required maintenance on their vehicle to maintain the factory warranty coverage in effect. For instance, if the manufacturer requires an oil and filter change every 6,000 miles and if a customer never changed the engine oil even once in 30,000 miles, the factory engine warranty will be voided due to “lack of maintenance.” This is very similar to the situation here. This vehicle did come in a few times after it was sold for issues with the turbo system. Chrysler, in conjunction with Cummins Diesel, decided that the drilling of the turbo was the approved method to repair the problem. As the owner states, this was done in November, 2008, at 19,000 miles. We actually had ordered the part for this repair at 15,000 miles. The Maintenance Schedule in the Owner’s Manual requires that the fuel filter be replaced every 15,000 miles. Since their truck had 19,000 miles, we informed the customer that a fuel filter replacement was recommended. They declined our recommendation and the manufacturer’s requirement to replace the fuel filter at that time. This information is clearly listed on the repair order. The next time we saw the vehicle was in April, 2010, at 36,000 miles. At that time the customer’s invoice was noted with the following: “No maintenance history—original fuel filter. Customer was advised that they should have a lube, oil and filter replacement performed and that they should replace the fuel filter as well. The customer declined all scheduled maintenance including replacement of the fuel filter. Customer was advised of problems that may arise from dirt in fuel system and still declined replacing the filter at this time.” Again, although we informed the customer that their vehicle should have had the fuel filter replaced twice by 36,000 miles and we informed them of the consequences, they again declined to have the maintenance services performed. This is the root cause of the problem. If maintenances had been performed per factory recommendations, the customer would not, in any way, be responsible for these repairs. Chrysler’s stance at this point is that the failure MAY BE due to lack of maintenance, which MAY have been disproven if the customer had authorized the needed inspections. Tempe DCJR have done everything we could to help the customer. The turbo was even soaked overnight in an attempt to free up the slider ring. This ring almost always will only jam if the injectors are not firing properly, something that is usually caused by dirt in the fuel system. Now, we could have told the customer that he needed a turbo for $2,000. After the customer authorized the repair and we replaced the turbo we could have called back and told him there was still an injector problem and that we needed to send them out for inspection. That would have been another $600. After he authorized that, we could have called back and told him that some injectors failed. If those injectors had failed for an issue NOT involving dirt in the system, Chrysler would have picked up the ENTIRE tab. If, however, an injector was plugged with dirt we would have attempted to clean it. If it couldn’t be cleaned we’d have told the customer that he needed to replace anywhere from 1 to 6 injectors at a price of $1,500 each. After that we would have still had to perform a regen. The DPF was 80 to 90% plugged. If that couldn’t be done and the DPF (something like a catalytic converter) had to be replaced, that would have been another $2500. Instead we chose to give the customer a worst-case scenario so he could make a rational, informed decision. If I were a customer I would want to know in advance just how bad something could be, not being put in a position where you say “well, I spent this, therefore I HAVE to spend that”. I’m sorry for the length of this response, but I feel I could not explain the situation in less words—I actually could have gone into a lot more detail! I hope this clarifies some of the issues the writer brought up. Dodge and Cummins have a fantastic “Manufacture Warranty” which is not a “guarantee of service” The consumer has a responsibility to perform maintenance as recommended to validate this manufacture warranty. Tempe DCjR has always gone the extra mile in support our customers service needs within the limitations of the stated warranties. The new low emission 6.7L Cummins diesel engine is a terrific engine and when maintained properly, will give customers many miles of excellent service. We regret that we cannot perform the repairs under the factory warranty due to the fact that the customer did not maintain their vehicle according to the terms of the factory warranty. This is unfortunate but entirely out of our control.

Tempe Chrysler Jeep Dodge responded

Thank you for writing this review. It is great to know that Justin could assist you in having a pleasant car buying experience. We want our customers to have a stress-free and simple time while at our dealership. Thank you for choosing Tempe Chrysler Dodge Jeep Ram! Don't forget to follow us on Twitter and Facebook as we have exclusive monthly specials for our followers. Twitter: https://twitter.com/#!/TempeChrysler Facebook: https://www.facebook.com/pages/Tempe-Dodge-Chrysler-Jeep-Ram/242413495807823 Regards, Mike Breyfogle - General Manager mikeb@tempedodge.com

Tempe Chrysler Jeep Dodge responded

Customer service is very important to us and we are pleased to hear that everything went smoothly for you. Steve will be thrilled to hear that he was successful in assisting you during your time with us. Please let us know if we can help you in any other way. Remember to follow us on Twitter and Facebook to see our exclusive specials. Twitter: https://twitter.com/#!/TempeChrysler Facebook: https://www.facebook.com/pages/Tempe-Dodge-Chrysler-Jeep-Ram/242413495807823 Regards, Mike Breyfogle - General Manager mikeb@tempedodge.com

Tempe Chrysler Jeep Dodge responded

Jeff, thank you so much for telling us about your visit. We're glad to hear that your car shopping experience was nothing like your examples you gave in your review! We truly want the best for our customers and try to create a comfortable, stress-free buying environment. Don't hesitate to let us know if we can help you with anything else. Please follow us on Twitter and Facebook and you can be eligible for our exclusive deals. Twitter: https://twitter.com/#!/TempeChrysler Facebook: https://www.facebook.com/pages/Tempe-Dodge-Chrysler-Jeep-Ram/242413495807823 Regards, Mike Breyfogle - General Manager mikeb@tempedodge.com

Tempe Chrysler Jeep Dodge responded

We really appreciate the recommendation to your friends and family. We look forward to seeing them in the future. It is wonderful to hear that Justin and John could help make your car experience so enjoyable. Please let us know if we can help you with anything else. Don't forget to follow us on Twitter and Facebook to see our special offers. Twitter: https://twitter.com/#!/TempeChrysler Facebook: https://www.facebook.com/pages/Tempe-Dodge-Chrysler-Jeep-Ram/242413495807823 Regards, Mike Breyfogle - General Manager mikeb@tempedodge.com

Tempe Chrysler Jeep Dodge responded

Dan, Thank you for telling us about your visit. We aim to show our customers excellent customer service and we are thrilled to know that Reggie and James helped express that. We are flattered by your recommendation. Thank you for choosing Tempe Dodge and let us know if we can do anything else for you. Follow us on Twitter and Facebook for special offers. Twitter: https://twitter.com/#!/TempeChrysler Facebook: https://www.facebook.com/pages/Tempe-Dodge-Chrysler-Jeep-Ram/242413495807823 Regards, Mike Breyfogle - General Manager mikeb@tempedodge.com

Tempe Chrysler Jeep Dodge responded

Thank you for this great feedback! Our number one priority is 100% customer satisfaction so we are thrilled that you acknowledged our effort. A simple, speedy, stress-free environment is what we want for our customers. Your kind words mean a lot to us and we look forward to seeing you in the future. Follow us on Twitter and Facebook for special offers. Twitter: https://twitter.com/#!/TempeChrysler Facebook: https://www.facebook.com/pages/Tempe-Dodge-Chrysler-Jeep-Ram/242413495807823 Regards, Mike Breyfogle - General Manager mikeb@tempedodge.com

Tempe Chrysler Jeep Dodge responded

Natasha, We would like to sincerely thank you for letting us know how we are doing. We love hearing from our customers and your experience is the kind that we try to aim for every time. Justin will be extremely happy to hear your kind words. Please feel free to contact us if you need anything else. Don't forget to follow us on Twitter and Facebook and you can see what special offers we have going on. Twitter: https://twitter.com/#!/TempeChrysler Facebook: https://www.facebook.com/pages/Tempe-Dodge-Chrysler-Jeep-Ram/242413495807823 Regards, Mike Breyfogle - General Manager mikeb@tempedodge.com