Complaint Review: Joe Cecconi's Chrysler Complex - Niagara Falls New York

 MESSAGE FROM BUSINESS: We have attempted to respond promptly to this customer's concern with the information that we have available (all employees impacted have not been at the dealership since we received his complaint.) We have also attempted to call this customer three times to discuss their concern prior to responding officially through the BBB site, and have not been able to speak with them. If the customer is not satisfied with a 100% service credit towards future work, store management will be happy to discuss any further resolution either by telephone or in person. Dealership practice is to work fully with each customer to resolve any concerns to the best of our ability. Often, resolving concerns can be fairly straightforward when two way communication takes place. If there has been either a misunderstanding of what took place, or poor communication, we again apologize, but absolutely reject any accusation that we have not been forthright in our response using the most accurate information we have at this time. We would encourage the customer in this case to reach out to Mike Jensen at 716 297 5800x100 or Shawn Reardon at 716 297 5800x200 in order to resolve any remaining concerns. ***************************************************************************************************** Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID 11492639, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The case is easy to resolve, dealership could refund me $113.40 that they charged me for the work not performed correctly, I supplied pictures that clearly demonstrate my claim and the dealership lies. As for me calling the dealership or accepting credit toward future repairs, that is out of question, as mentioned before I will not go near that dealership with a 10 foot pole. Regards, Kvon

 MESSAGE FROM BUSINESS: In response to this concern, we have reached out to the customer by telephone and have not heard back as of this time. We apologize if there was any confusion as to the repair performed. Our service advisor spoke to the customer prior to the installation of the bracket and advised him that the dealership did not want to remove bolts (picture #2016_0608001.jpeg) due to the possibility of causing additional damage to the pump due to existing rust and wear (clearly visible in photo). If this was not clearly communicated to the customer, we do apologize, and we would like to offer the customer a credit in our service department towards future work for the entire cost of the repair of $113.4. Please contact store management at (716) 297-5800x200 with any questions, or to allow us to credit the account. Thank you Mike Jensen General Manager Joe Cecconis Chrysler Complex****

"Our service advisor spoke to the customer prior to the installation of the bracket and advised him that the dealership did not want to remove bolts (picture #2016_0608001.jpeg) due to the possibility of causing additional damage to the pump due to existing rust and wear (clearly visible in photo). If this was not clearly communicated to the customer, we do apologize, and we would like to offer the customer a credit in our service department towards future work for the entire cost of the repair of $113.4." Above is a lie, on 6/4/16 when I went to pick up the car , I was told it is not ready as they are waiting for penetrating oil to make rusted bolts lose, so I picked up on 6/5/16. There was no mention that the pump and it's filter are not mounted on the bracket(which is the sole purpose of having a bracket there) and hanging lose by their hoses ( and the cable ties that I put there to prevent them from falling on the road because the old bracket had gone). The photos clearly show that the install was lousy and unacceptable, I found it because there was also a hose was left unconnected and the engine warn yellow light was on and did not disappear after a hard reset( battery lead off then on), so I had to open up the area as with the bracket on the car, hoses can not be seen, and then to my amazement I discovered the clumsy unacceptable install. as for the rusted parts my photo #2016_0608005.jpeg show how easy it came off LDP filter and my photo #2016_0608006.jpeg show how easily I bolted it to the bracket that is designed to hold it and release it from dangling there by cable ties. This dealership in addition of performing clumsy unacceptable repair, shown the audacity to lie about it too and as such I would never go near them with a ten foot pole, but I would follow up this case in small claims court and get my money back. Regards, Kvon