ComplaintsforMcKinney Dodge-Chrysler-Jeep, Inc.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 24,2022 I went to this establishment to see why my vehicle brakes were pulsating .I voiced my concern to the service advisor Maxwell B****** . He informed me to have a seat and that he was going to go to take it to the mechanic. Maxwell then return and informed me that the reason why it was pulsating was because the rotors were warped and that they needed to be replace along with the brake calipers, Brake pads and to assure no further issue comes to go ahead and get the brake fluid replaced. I agreed to it because i was off to join the military and didn't want any issues with the vehicle once I got to my duty station. I got to my duty station and the same problem persisted. I called the establishment and spoke with Maxwell again and he informed me to bring it in and they will see whats going on with it because it was under warranty and they were going to take a look at it.On May 25th,2023 I rented a vehicle and trailer and towed the vehicle over to them and spoke with a different service advisor named Jonathan G****** and he informed me the problem had persisted and because the parts were cover under warranty they were going to take care of it but I had to pay an additional $150 for the labor because the service is not under warranty. So I paid the fee and loaded the vehicle back on the trailer. Friday June 2nd,2023 the problem arose again the same issue. I contacted the establishment again via cellphone and informed the problem persists and they stated that the rear brakes were the problem and I'm like that's impossible because the problem persists in the front I told them I'd like a refund and Jonathan informed me it doesn't work that way and that he didn't have that power and implied the the service manager did. I asked to speak to the service manager and he informed me to bring back to him and after i told him i live in ******** NC and couldn't bring it by till the weekend he suggested for me to go to a ********* locally

  

  Business response

  06/05/2023

  Upon looking at the brakes in June of 2022 - we replaced the pads rotors and calipers and because it was a Saturday the customer was unable to wait for a factory part and an aftermarket caliper was installed as requested - Aftermarket parts carry a warranty on the parts but does not cover the labor. When the customer returned we found the caliper sticking again and replaced it, getting the aftermarket company to cover the part, and the labor of $150.00 would be the customer's responsibility which the customer was aware of and paid $135.00 after a discount The customer should have a copy of their bill with the part number applied for the aftermarket company to warranty the parts. We can provide another copy to the customer if needed. I did speak with the customer and explained if he did not feel comfortable driving the vehicle to take it by a local store and have it  checked for safety concerns and let me know so we could help with getting the vehicle repaired - after giving the customer and additional 10 % off when he paid the bill . We are willing to help by refunding the $135.00 the customer spent at the last visit, not $150.00. Again these were aftermarket parts chosen by the customer due to the customers time constraints. The technician working on the vehicle is a Chrysler Master technician with over 20 yrs experience.  

  Customer response

  06/06/2023

  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. 
  
  Regards,
  
  ****** ******

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