Nick Santora | Page 15

Patmiah responded

A year later I am still hurt over my overall experience. I continue to receive the same message from you, however no one have really taken the time to reach out to me to see how the dealership can resolve my issue and make my visit meet the high standards that your quests have come to expect from your dealership. When you truly ready to provide the outstanding customer service please reach out to me. I don’t take the dealership seriously because the communication that is being sent to me, is a general letter/email that was written to any and all dissatisfied customer. Nothing in the email/letter is personal. It’s to generic and impersonal. When someone is ready to really help me, feel free to call me. Yves

Central Chrysler Jeep Dodge RAM Fiat of Norwood responded

Hello, We're sorry to hear that your visit didn't meet the high standards our guests have come to expect from our dealership. If there's anything we can do to resolve the issue or if it's possible to discuss your visit in more detail, please feel free to contact us directly.

Patmiah responded

It’s been a year and I still feel hurt over the entire experience and how I was treated and William G made me feel the second time I came in to resolve the issue. I never felt so belittle in my entire life. He made me feel as tho I was to poor to purchase Jeep Grand Cherokee even though it was only 10,000. more then the Jeep that I purchased 2 weeks prior. I would have like for me to be able to exchange my Jeep with no problem and pay the difference. I reached out to my sales person a day after driving it home and explain my situation to her and she told me right away once she had registered my car there was nothing she can do for me afterwards. I reached to a friend who is a lawyer and they told me differently. Again I reached out to her and then she scheduled an appointment for me to come in look at different vehicles. The day before my appointment she got sick and told me that Mark was going to help me. Upon my arrival Mark was busy and I had a young Hispanic young lady help me. She was extremely courteous and helpful. Once it came down to crunching the number Willam G. made me feel as if I couldn’t afford it not remembering that I traded in a VW Touareg which was a lot more then the Jeep Limited that I wanted to exchange my Jeep for. Honestly I would like to exchange my Jeep for a Jeep limited without having to feel like I can’t afford it. I want to leave the dealership feeling extremely satisfied and appreciated. I want to feel like I have made one of the best decisions of my life. How do I know that my reaching out to DealerRater that my situation will be resolved and that I am not classified as the annoying customer who won’t go away?

Central Chrysler Jeep Dodge RAM Fiat of Norwood responded

Although there was some miscommunication with the technician on whether or not the transmission metal magnet was in the pan we were still willing to diagnose your car for a warranty repair. I explained to you that as soon as you could provide me with the 60,000 mile transmission service receipt we could move forward with transmission diagnosis and repair. This was not an attempt to avoid repairing your vehicle but it is a requirement for warranty processing. If you would like to discuss this matter further please contact me at nsantora@central.us.

Central Chrysler Jeep Dodge RAM Fiat of Norwood responded

I am very sorry for your bad experience with us but I can assure you that your repair order was handled within the guidelines of FCA warranty and without the proper service receipts and with the vehicle being so close to warranty expiration this was going to be subject to rejection from FCA warranty and that was the reason we were requesting the service record. I also explained that your vehicle was never serviced with us so we had nothing to go by as far as previous service history and explained that you may have better luck at one of the other 2 FCA dealers that you had previously serviced your van with. I can assure you that if I felt like this claim would have no issue getting approved from FCA I would have fixed your vehicle here. When claims get rejected it is fault of dealer for not following the correct protocol. Once again I am very sorry that your appointment did not go as you had hoped.

Never Again responded

No, Nick. This was the most horrible experience. Amanda & then you said "no" right from the beginning. You then proceeded to tell me that there were leaks (although no other service center has EVER mentioned this, nor have I ever had a puddle in the garage under my van). I had to defend every move made I made as a client, from going to have it checked to fixed. I never even looked to see if it was under warranty until I found out the transmission was shot. You did not explain about the service receipt until I fought you tooth and nail about everything else. This is NOT the way this should have been handled. I got the call that my father was brought to the hospital with Covid symptoms right after I had a "nice discussion" with you regarding all of the above. He is still there. I did not have time to deal with your stuff, nor did you handle it correctly. I called Chrysler. I moved the car because I did not trust where it was and what was being done.

Never Again responded

It was a bad experience. I am probably one of the most honest people you will ever meet, I love my car, and do not have any problems with it (so I thought)...just the light on for the engine. To come out of somewhere thinking that I, as a customer, was pulling a fast one, and being treated like I was trying to get something that I was not entitled to is what really got me upset. I should not have been made to feel like that. I did not do anything wrong. I hope it can be resolved without me shelling out $4k. Just try giving people the benefit of the doubt. When you call them, just don't say "NOPE, not covering." Talk to them. Or, better yet, submit it and let Chevy make the call. It is not money out of your pocket. Chevy/Dodge backs their customers and wants repeat customers. It doesn't speak well for them when they don't stand behind their products. The dealership just puts it in and gets paid, you shouldn't be making the call. Just be kind.