ComplaintsforFitzpatrick's Chrysler/Plymouth

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my car to Fitpatrick's Jeep Chrysler on January 15, 2024. I had an appointment. I explained to them my stop /start battery was not working correctly and it was under warranty and would that warranty be honored and Jim in service said yes as long as I brought the paperwork stating it was replaced before and it still had a warranty. I did bring it on my appointment day. I had an oil change that day and my tires rotated as well. When Jim came to speak to me, he said they would not honor the warranty for the battery because it was working intermittently, and it would have to stop working completely before Chrysler would reimburse their dealership for replacing the battery. He also told me I would need my water pump replaced. It was leaking. It is also under warranty, and he said they would not be honoring that either. They kept saying they would not get reimbursed by Chrysler. I talked to them and said it's a warranty it should be honored, and they would not change their mind. I left the dealership. I received surveys from this dealership and expressed that I was not happy about what happened. I received a phone call 4 days later from a Dave N****** who was not very nice. He said what I was told was correct and nothing else would be done. He also called me a couple of hours later and thought I was a different customer and started giving me their information about their car issues. when I told him who I was, and he had the wrong person he hung on me. I tried calling back and he kept hanging up saying " Oh God I don't want to talk to you". Not very professional or nice. I did nothing wrong. I thought since he was confused about who he was calling maybe he was not accurate about warranty coverage. I called another dealership and explained what I was going through, and they said they would honor the warranty and that this dealership should have done the same thing. They all work with the same part manufactures. It's a Jeep product.

  Business response

  02/12/2024

  ******** ******** *** **** ************* ******** **** ***** *** ******** ********* ********* ***** ***** 
  
  After receiving the complaint, I spoke to our service manager Dave and our warranty administrator. They explained that the water pump would not be covered because it had been replaced twice previously, once by Fitzpatrick’s and once at another Jeep dealership. Their understanding was that the previous two replacements of the water pump were done under warranty at no cost to the customer and based on that a third water pump replacement would not be covered at 80,838 miles.
  
  I subsequently contacted a warranty manager at Jeep and explained the situation and asked for clarification and if our understanding of the warranty for this repair was correct. He explained the warranty policy and that the water pump replacement was covered under the warranty and that our understanding was not correct. I apologize to Mrs. ***** for not correctly interpreting Jeeps warranty for this repair. Fitzpatrick’s should have contacted Jeep for this clarification at the time and I apologize that that didn’t happen.
  
  Also, I have spoken to Dave regarding his interaction with Mrs. ***** and told him that being courteous, pleasant, and professional is always my expectation with every customer, 100% of the time. Again, I apologize that was not your experience.
  
  
  Paul Fitzpatrick
  Fitzpatrick Chrysler Jeep Dodge RAM

  Customer response

  02/21/2024

  Hello,

   

  Fitzpatrick has never reached out to me about this issue. I have been waiting to hear from them. I have not received a phone call or email. If they told you they have reached out to me they are lying. Just like they have not honored their warranty on my vehicle.

  I would like this noted on your website. 

  Business response

  02/27/2024

  I spoke with Paula ***** on Tuesday 2/27 and discussed the matter and her concerns. We talked through the particulars of her complaint/concerns and we talked through the dealerships response on 2/12. Paula was able to let me know that she was treated poorly and I apologized to her.

  Customer response

  02/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

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