Heritage Auto Plaza (Chrysler) - Chrysler 300M - upset with service

Complaints.com received the following consumer message on June 5, 2002:

From:

RE: Heritage Auto Plaza (Chrysler) - Chrysler 300M - upset with service

My drivers fan was going bad I need to know if both fans need to replace or just the drivers fan.

Comments:

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The fan on the drivers side was going bad, and I was told that the only thing that need to be replaced is just the fan for the drives side. And what every parts need to make that happend. How many modules is needed to replace the fan, do I have to replace both fans the whole system, or just the drivers fan. Sender Information:I HAVE TAKEN IT TO ONE OF YOUR SO CALLED FIVE STAR DEALERSHIP AND IT WAS A VERY STRESSFUL SITIATION. AND THERE IS ANOTHER THING, THE GEAR SHIFT CAN BE TAKE OUT OF PARK WITH OUT THE KEY IN THE IGNITION. THERE IS NO SAFETY FEATURE TO PREVENT IT FROM MOVING. WHAT ARE THE RECALLS ON THE CRHYSLER 300M, IF ANY.

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VIN: XH229639

Mileage: 76300

Servicing Dealer: Heritage Auto Plaza (Chrysler)

Title:

First Name: James

Middle Initial: R

Last Name: Oxley

Address 1: 7718 Heartwood ln

Address 2:

City: Upper Marlboro

State: MD

Zip: 20772

Work Phone: 202.746.6116

Email: Email User

Code: U

Submit Time: 2002-05-22 09:21:54

Promotion:

Formid: 10

Good morning, I have some bad things to say and some good things. On Oct 10 2001, I brought my car in because it was stalling out on me. I first dealt with Peter Doxzon who at first seemed to be very professional and curtsey. He had my car checked and the findings that he gave me were that the system need to reset and that should fix the problem. Well my wife's car was acting up, and we had to put her car in the shop, but we could not until we knew that my car was fixed. We had a new born that we had to care to the baby sitters, and she worked in DC, and I work in VA. When I picked my car she put her car in the shop, the same exact problem happened again, now were both with out a car. The nightmare begins. I brought my car back because this time the transmission sounded like it was going, and I asked for a manager, the manager came out and checked it and sad that the car was in limp mode, the only gears that were working was second and reverse. He said that the transmission is going but they would need to do future test. He turned the car off and back on and the system reset it is self, he said that I can drive it but it might go back in to limp mode. Okay when the result came back that I would need a transmission, Peter Doxzen was handling the paper work, and I dropped the car off Sunday Oct 14 2001.

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I called Peter on Monday Oct 15 2001 and later on he told me how much it would cost to replace the transmission, I told him that I had an extended warranty with Fidelity. Peter started telling me how he don't deal with them, and how he so many problems trying to get payments and so on... I did not know what he was talking about and could careless, all I know is that the transmission was covered and I just wanted my car fixed. He started treating me like I bum going to the hospital with no insurance. Some time that week I called to find out if every thing was going to be ok, and Peter was not in so I ended up speaking to Steve who told me that job would cost $3K plus, and that the warranty would cover it, that all I had to pay was the $100 deductible, and this was after the adjuster from Fidelity had seen the job. Then when Peter came back to work he told me that they were not going to cover a gear shift, and that I would have to pay for that which was around $ 300 plus $ 100 deduct. I was looking at $400 plus out of pocket, I sad ok thetas find I understand. It had taken almost two weeks to fix this car. I had to get a rental car through the Warranty Company. When the job was done Peter started giving me more grief about how they take their time paying and that he will not release my car until he get a credit card payment from them or me.

Again he put me in the middle of some issues that he had with fidelity, and started to make me feel really bad as if I had done something to him and Heritage Chrysler. So when Fidelaty paid Peter called me and said that my out of pockets expense would now be $600 plus. I asked him why and he said that I had to take that up with warranty co., that have nothing to do with that, and if I want my car that I would have to pay the $600 plus, before he would release my car. By this time I had turned in the rental car be cause my time was up, and I was about to be stranded in VA, because my wife car was in the shop and I had no ride to MD. I called the warranty co., and they said that Peter had not submitted a bill for the transmission oil, and there was some dispute about the rental car, and I straighten that out, but I had to call Peter back about resubmitting the billing for the transmission oil. After he did I called Peter back about getting the rest of the money from the warranty co. He said that he did not have time to do that because his is busy and so is his girls, he told me that I need to call, so I did out of frustration.

The warranty co. gave me the additional $117.00, and an authorization number. I called Peter back with the information and he told me that, that was not expectable and that would need to call him, after he told me to call myself and get the info. By this time I was just so upset, I also asked him why did my cost go from $100, 300, 400, 500 to $600, and no back down to $500 out of pocket, Peter told me that they did not pay the taxes of $116.00. When the warranty co. paid all that was to be paid. I called Peter and asked him if I can pick my car up, and he said yes but we close at 6:30 PM. I said ok I am on my way it was around 5:15 I get there at 5:20 because I was right down the street, when I got there they were closing.

I saw Mr.Carrolyn Thomas who has been very help through out this whole ordeal, she spotted Peter and said there he is stop him, so I did. I said hi Peter you told me that I could pick my car up and he said no I did not, and I said Peter I would not standing here if you did not tell me to come on. He said well it's nothing I can do for you we are closed, and the cashier's had already left. That was a lie the cashier was still there. So I was almost stranded. I asked Mr. Thomas was there a manager that I could speak with, and she told me that the cashier were still there and to go in and deal this EXT#, I did and the chair brought my paper and keys I wrote her a check for $500 plus.

I had to go and find my on car in the back of the shop, and it was dirty after I had asked them for comp. Car wash, and when I was back there some ports should me were my car was after that looked at my paid receipt. I had one of the worst experiences in my life deal with a company for the first time. When I brought car in the first time I also told Peter that my window had come slightly of track and that it will roll up, but not flush. When I got my car back the window was completely of the track and it was like some one rolled and it do and then forced it back closed. The next day I called and asked for the service manager, because I was going to Better Good morning, I have some bad things to say and some good things. On Oct 10 2001, I brought my car in because it was stalling out on me. I first dealt with Peter Doxzon who at first seemed to be very professional and curtsey. He had my car checked and the findings that he gave me were that the system need to reset and that should fix the problem. Well my wife's car was acting up, and we had to put her car in the shop, but we could not until we knew that my car was fixed.

We had a new born that we had to care to the baby sitters, and she worked in DC, and I work in VA. When I picked my car she put her car in the shop, the same exact problem happened again, now were both with out a car. The nightmare begins. I brought my car back because this time the transmission sounded like it was going, and I asked for a manager, the manager came out and checked it and sad that the car was in limp mode, the only gears that were working was second and reverse. He said that the transmission is going but they would need to do future test. He turned the car off and back on, and the system reset had it is self. He said that I can drive it, but it might go back in to limping mode. Okay when the result came back that I would need a transmission, Peter Doxzen was handling the paper work, and I dropped the car off Sunday Oct 14 2001.

I called him Peter on Monday Oct 15 2001 and later on he told me how much it would cost to replace the transmission, I told him that I had an extended warranty with Fidelity. Peter started telling me how he don't deal with them and how he so many problems trying to get payments and so on... I did not know what he was talking about and could careless, all I know is that the transmission was covered and I just wanted my car fixed. He started treating me like I bum going to the hospital with no insurance. Some time that week I called to find out if every thing was going to be ok, and Peter was not in so I ended up speaking to Steve who told me that job would cost $3K plus, and that the warranty would cover the job.

All I had to pay was the $100 deductible, and this was after the adjuster from Fidelity had seen the job. Then when Peter came back to work he told me that they were not going to cover a gear shift, and that I would have to pay for that which was around $ 300 plus $ 100 deduct. I was looking at $400 plus out of pocket, I sad ok that's find I understand. It had taken almost two weeks to fix this car. I had to get a rental car through the Warranty Company. When the job was done Peter started giving me more grief about how they take their time paying and that he will not release my car until he get a credit card payment from them or me. Again he put me in the middle of some issues that he had with fidelity, and started to make me feel really bad as if I had done something to him and Heritage Chrysler. So when Fidelity paid Peter called me and said that my out of pockets expense would now be $600 plus.

I asked him why and he said that I had to take that up with warranty co., that have nothing to do with that, and if I want my car that I would have to pay the $600 plus, before he would release my car. By this time I had turned in the rental car be cause my time was up, and I was about to be stranded in VA, because my wife car was in the shop and I had no ride to MD. I called the warranty co., and they said that Peter had not submitted a bill for the transmission oil, and there was some dispute about the rental car, and I straighten that out, but I had to call Peter back about resubmitting the billing for the transmission oil. After he did I called Peter back about getting the rest of the money from the warranty co.

He said that he did not have time to do that is his busy and so is his girls, he told me that I need to call, so I did out of frustration. The warranty co. gave me the additional $117.00, and an authorization number. I called Peter back with the information and he told me that, that was not expectable and that would need to call him, after he told me to call myself and get the info. By this time I was just so upset, I also asked him why did my cost go from $100, 300, 400, 500 to $600, and no back down to $500 out of pocket, Peter told me that they did not pay the taxes of $116.00.

When the warranty co. paid all that was to be paid I called Peter and asked him if I can pick my car up and he said yes, but we close at 6:30PM. I said ok I am on my way it was around 5:15 I get there at 5:20 because I was right down the street, when I arrived there they were closing. I seen Mr. Carrolyn Thomas who has been very helpful through out this whole ordeal. She spotted Peter and said there he is, stop him so I did. I said hi Peter you told me that I could pick my car up and he said no I did not, and I said Peter I would not standing here if you did not tell me to come on. He said well it's nothing I can do for you were closed the cashier had already left, that was a lie the cashier was still there.

I was stranded, I asked Mr. Thomas was there a manager that I could speak with and she said no, but the cashiers were still there. And to go in and deal this EXT#, I did and the cashier brought my paper and keys I wrote her a check for $500 plus. I had to go and find my on car in the back of the shop, and it was dirty after I had asked them for comp. Car wash, and when I was back there some ports should me were my car was after that looked at my paid receipt. This was one of the worst experiences in my life deal with a company for the first time. When I brought car in the first time I also told Peter that my window had come slightly of track and that it will roll up, but not flush.

When I got my car back the window was completely of the track and it was like some one rolled and it do and then forced it back closed. The next day I called and asked for the service manager, because I was going to Better Business Bureau and Car complaint was transferred to Todd Dixon because I wanted to know why I was treated so badly by Heritage and Peter Doxen. I wanted to know why I had to pay an extra $116.00, I knew that I had to pay the deduction plus the gear shift because it was not covered. There were other charges that were on my bill under different categories that I needed an explanation about. I must say that Todd Dixon after hearing me out was very sympathetic to my situation.

And he passed the information on to Cragie Leggett the services manager, again he was also extremely sympathetic to my situation, and he explained to me that the $116.00 dollars was taxes that I should not have to pay because the warranty co. Are taxes exempt and charges under the categories like brakes because the way that Peter put the info in the system in stead of putting in the correct categories. My window stilled need to be fixed and my car need to be clean. Craige Leggett and Todd Dixon took on that project and like the processional that they are solved my nightmare.

Cragie just took the $100 refund and fixed my window for me, I hated Heritage after dealing with Peter Doxzon, but after working with Todd and Cragie I will continue to use Heritage for my service needs and my buying needs. May God Bless Carrolyn, Tood and Craige have a Happy Holiday.