Zimmer Chrysler Dodge Jeep Ram

Zimmer Chrysler Dodge Jeep Ram responded

Sounds like you are a lifetime Jeep lover, Hayley! We sincerely appreciate the opportunity to both earn and keep your business. Dennis is a terrific employee and really takes the time to pay extra attention to our clients. We thank you for taking the time for your review and look forward to keep you behind the wheel of a Jeep for years to come!

Zimmer Chrysler Dodge Jeep Ram responded

That's wonderful to hear! And we're glad that your Grand Caravan is performing just as you expected. Bill Bennett is an outstanding employee and always works his hardest for our clients. Thank you for your business and for taking the time to let us know that we exceeded your expectations!

Zimmer Chrysler Dodge Jeep Ram responded

Thank you very much for your review! It's always wonderful to hear from our clients and it's splendid news to hear that your Town and Country is just what you needed for your family. We agree that both Lee and Diane are fine representatives of our company but it's always nice to hear how they are doing. And our Service department was more than happy to make sure that your T&C was exactly as you expected it to be. Once again, thank you again for you kudos and for your business.

Zimmer Chrysler Dodge Jeep Ram responded

Mr. Connett I am sorry to hear of your recent experience at our dealership. My understanding is that our CEO/co-owner has been in contact with you along with our Service manager regarding your concerns you expressed. We appreciate hearing from you and are grateful for your continued business over the years, sir. I am 100% confident that we will explain and resolve your issue with our Service department. We do thank you for contacting us regarding your concerns/complaints.

Zimmer Chrysler Dodge Jeep Ram responded

Thank you for letting us know how your purchase experience went! Ray is a wonderful member of our Sales team and we are glad to hear that he treated you like he did. We sincerely appreciate your business and your kind words about Ray.

Zimmer Chrysler Dodge Jeep Ram responded

Thank you for contacting us about your recent Service experience here at our dealership. Like yourself, we also value the appearance and condition. I apologize for your Chrysler 300 not being returned to you in the same (if not better) condition that you brought it in to us. I would ask that you come by and see me, Lee Fogel, and we will make sure to have your 300 cleaned and detailed the next time you come in. Regarding your extra wait time for your oil change we do sometimes get backed up in our Service department. Although we strive for getting the job done quickly we do sometimes get a bit backed up. Again our apologies for your added wait time and we do hope you understand that we certainly did not slow down or ignore your Service time while working on your vehicle. Finally, we could not agree more that, when a car is started and removed from the showroom that the exhaust smell can be strong. We usually have multiple doors open when we move them in or out. However, with the cold weather outside recently we have just opened what door(s) are necessary. No question that the smell can bring on a quick headache...it does for our sales staff as they are unable to leave the sales floor due to the nature of their job. Should you ever have this occur in a future visit please go to our Service department and ask for something for your headache. We have generic Tylenol, Ibuprofen and Excedrin pain relievers in our first aid supply cabinet. In closing, we do thank you for reaching out to us. If we don't know that something does not meet our standards then we cannot fix it. We do hope that you will come back and see us for any of your vehicle's needs and we thank you for your business. Sincerely, Lee Fogel Internet/Social Media manager Zimmer CDJR

Zimmer Chrysler Dodge Jeep Ram responded

Thank you very much for letting us know how pleasant your recent visit went! Our Collision Center prides itself on getting things right and exactly how they should be. We are glad to hear that you are pleased with the repairs done to your '11 Jeep Grand Cherokee. Thank you again for your contact and for your patronage.

Zimmer Chrysler Dodge Jeep Ram responded

Thank you for letting us know that you were pleased with the initial work we did on your vehicle (lube, oil and filter change). We are sorry to hear that you are displeased with the end result in having your fog lamps looked at. Upon speaking with our Service manager I was told that the tech who did the initial diagnosis on your fog lamps was unfamiliar with the operation of the multi-function switch that works your headlamps. We do wish that upon your return to our dealership that you had expressed your displeasure with a Service Advisor or our Service manager. This way we could have at least found out what the situation was at that moment and been offered the chance to find out and explain to you what occurred. And, if you have had a prior issue with our dealership did you ever contact us and ask for an explanation? If we are not alerted to something you are unhappy with we are not given the opportunity to both investigate things and to make things right by you. As for the initial work done on your vehicle I can assure you that this WAS performed as outlined in your work order. The Zimmer family has always treated our clients with respect and do not condone incomplete work nor ever have 'shorted' any client the work done and due them on their vehicles. Our employees, from our CEO on down, complete the work required of them and, in many cases, will go above and beyond to get the job done. With nearly 86 years of servicing the northern Kentucky area we stand by our work and, more importantly, our business ethics. I would like to extend the opportunity for you to contact either myself or any of our Service representatives here at Zimmer CDJR with ANY complaints/concerns you have with our work both recently and prior. Sincerely, Lee Fogel Internet/Social Media manager Zimmer CDJR

Zimmer Chrysler Dodge Jeep Ram responded

Mr. Lipscomb, thank you for your review, sir. Good or not so good we truly value what our customers say and how they feel when they come to our dealership. I have spoke with those involved in your latest Service visit, sir, and I think we have had a simple misunderstanding. The initial advisor who helped you (Michael) is new to our dealership and we are still working on our training with him. He does a very fine job but, as you well know, learning a new computer operating system is never easy nor quick to grasp. Once the error was brought to our attention Michael checked with Brian Maegly, our Warranty Advisor. We did see that you in fact had three oil changes and one tire rotation left on your service contract (which, as you stated, is a great deal). The 2nd tire rotation was completed and done in error against your wishes. We sincerely apologize for this mix-up and we have internally credited your account with a tire rotation to use at YOUR discretion in the future, sir. So, at this point, we have you in our records as still having two oil changes left on your service contract an with one tire rotation credited to your account to be done at our cost. Looking over your service and warranty visits with us here at Zimmer Chrysler Dodge Jeep Ram we know that things have not gone as smoothly as normally occur and as easy as you (rightfully) expect, Mr. Lipscomb. I can assure you, as can our ownership and management staff, that this has been an unfortunate exception. However, we always want to improve our processes and, in turn, continue to offer the best service we can offer to ALL of our clients. So, I would like to ask of you two things; one, what else can we do to set things right, sir? And second, what do you believe we can change in our processes that would you recommend that we do to improve your experience in the future with our dealership? In closing Mr. Lipscomb we are sorry and a bit chagrined that your experience with our Service department has been less than stellar. We look forward to ensuring your future time spent at our dealership is both productive and smoothly handled. I personally look forward to hearing from you and any suggestions you have to offer us, sir. Sincerely, Lee Fogel Internet/Social Media manager Zimmer Chrysler Dodge Jeep Ram

Zimmer Chrysler Dodge Jeep Ram responded

Taheresa, thank you for your review. We are always glad to hear from any of our customers whether it be good or not so good. In the cases where a client, like yourself, may not be happy with our service it gives us an opportunity to look deeper into both our processes and to better ourselves for all of our clients in the future. I spoke with your Service Advisor, Adam Jobe, about your appointment(s) and di my best to get a complete picture of things. Upon your first appointment you were told we could not initially perform a complete check-up on what was wrong with your 2001 Sebring due to our us not having the necessary flash card to scan your car. This was/is due to the fact that Chrysler no longer has updates/supports for this particular model's ECM (engine control module) due to Chrysler discontinuing this DRB system. My understanding is that you understood this and were appreciative that we not only did not charge you for this appointment but that we wanted to ensure that we could properly diagnose your vehicle's issue(s). We scheduled a later appointment and at that time we were able to locate and use the proper computer scanning tool to check your Sebring completely. At your 2nd appointment we were able to diagnose your car and had a few concerns. 1st, we always recommend using Mopar-brand parts for any repairs or maintenance. Your Sebring has Bosch spark plugs and aftermarket cap, rotor and plug wires installed on the motor. In our professional opinion we have seen clients use Bosch plugs in their domestic brand vehicles with less than favorable results. However in Volkswagen vehicles Bosch has performed very well. Regarding your spark plug wires and cap/rotor it's always a legitimate concern when we see aftermarket parts on a vehicle. Some aftermarket companies have better quality control than others. However we know for a fact that Mopar-approved plug wires will work exactly as designed for your 2001 Sebring. They will fit and perform the day the car rolled off of the assembly line. So, when we scanned your car and found multiple misfire codes we knew that, to get things started off at the factory baseline, we would certainly recommend replacing your non-factory parts and try to get your vehicle back to 'square one'. When tracking down a complete ignition system breakdown, as your Sebring has had occur, will not doubt take both time and money to properly diagnose and repair. Furthermore, to do a complete tune-up on your car per the factory specifications, the intake manifold must be removed to gain access to the rear three cylinders to remove the spark plugs and install new plugs and wires. This is where the verbal estimate of close to $700 came about. That requires shop time and at over $100/hr. it does add up. Now, that estimate includes parts and labor for the work to be completed as per Chrysler's specifications. Could another shop do some or even all of this work without the steps we outlined to you? Perhaps. But we can assure you that it would not be done by OUR Chrysler-certified technicians who have the best ability, tools and know-how at their disposal. Not only that but, as stated by our tech Dave Wiles, we could guarantee what other (if any issues) we might find once we removed the intake manifold and looked everything over in a professional and exacting standard. We would rather be straight-up and honest with our clients rather than tell them a 'guesstimate' that might wind up being only half of the cost of their eventual bill. Having been in business for over 85 years now it's the ONLY way we have ever conducted business. The Zimmer family prides itself on having the best techs, sales and parts teams in the tri-state area. In addition to that the Zimmer family believes that honesty, integrity and respect are the best way to run their business...and they have done just that for three generations of Zimmer ownership. I am sure you would agree that we had your best interests in mind regardless of the estimate you received for the work we described to repair your Sebring. No question that an estimated $700 repair bill is not cheap by any means. But we believe that, should you have a local shop do the exact same repairs we outlined that the cost will be far closer to the estimate than we gave you than not. In closing we would like to extend the opportunity for you to come back and let us show you exactly what we would be performing and explain why we gave you the estimate we did on your Sebring. We only want to see you safely and securely behind the wheel of your car, Taheresa. Again, we do thank you for your business and for your review. Please feel free to contact us by phone (859) 525-1344 or directly at my email. Best Regards, Lee Fogel Internet/Social Media manager Zimmer Chrysler Dodge Jeep Ram lfogel@zimmermotors.com