Fair Oaks Chantilly Chrysler Jeep Dodge RAM

Fair Oaks Chantilly Chrysler Jeep Dodge RAM responded

It sounds like you had a transparent and respectful experience at Fair Oaks Chantilly Chrysler Jeep Dodge Ram, which is what we strive for. Our team was glad to assist, ensuring a smooth vehicle purchase process. Thank you for your positive words.

Fair Oaks Chantilly Chrysler Jeep Dodge RAM responded

Hello, We take our customer feedback very seriously and would like the opportunity to learn more about your service experience and communication with our team. Can you please contact me at your earliest convenience? Tom Archer Service Director tarcher@fairoaksmotors.com 703-961-9900 Fair Oaks Chantilly CDJR

shiju responded

Thanks. Left a voicemail with my contact number. You can call if you are interested. As of this post the Truck is still at CDJR with no ETA. Will provide an update once I get update/resolution.

Fair Oaks Chantilly Chrysler Jeep Dodge RAM responded

Thank you for your review. We appreciate all feedback; however, we believe it is important for reviews to be accurate and factual. I know that our Service Manager has spoken with you at length about the condition of your truck’s engine and the status of your truck. Your truck has 143,339 miles on it and was brought to us after you attempted to have a misfire in your engine repaired by an independent repair facility. After they were unable to correct the misfire, you were advised to bring your truck to a dealership as they were unable to properly diagnose or repair your truck. Your truck was diagnosed as having a misfire caused by an internal engine failure. After speaking with you and giving you an estimate to disassemble your engine to ascertain the gravity of your engine failure, you authorized us to disassemble your engine to find out the exact cause of the failure to determine the appropriate repair. Once we discovered the nature of the failure of your engine, we let you know that the engine is not worth rebuilding as it has had a catastrophic failure in which a metal roller tappet came apart and has been pulverized leaving metal fragments throughout the engine. The reason that we do not suggest rebuilding the engine is because once the engine has had metal debris circulated throughout the engine there is scoring that occurs not only on the cylinder walls but also on the engine crank and main bearings as well as leaving metal debris within the engine. The only way to properly rebuild an engine once this has occurred would be dramatically more expensive and time-consuming than having a remanufactured engine assembly installed. We have advised you of our findings and you have not authorized any additional work to be performed as of this date. You have also stated that your truck is sitting outside with half of the parts exposed to the rain. This statement is also completely untrue. No parts were ever left outside and exposed to the rain. I am sorry that you need such an expensive repair for your vehicle, but the cost of the repair required, or the failure of your engine was not caused by our dealership. Kind Regards, Thomas Archer, Service Director Fair Oaks Motors, Inc.

Fair Oaks Chantilly Chrysler Jeep Dodge RAM responded

Thank you so much for your kind review and rating! We are happy to learn that you had a positive buying experience with our Sales Team at Fair Oaks Chantilly Chrysler Jeep Dodge Ram. We hope to work with you again in the future.

Fair Oaks Chantilly Chrysler Jeep Dodge RAM responded

Hello, I have reviewed your service record. I am sorry that you are unhappy that your vehicle needs a repair which is not covered under your factory warranty because your warranty has expired. You were not charged for your service visit and our communication with you was ethical, transparent, and accurate. We value our customers' feedback, but in this case, your review is completely misleading and factually wrong. Thank you, Tom Archer Service Director tarcher@fairoaksmotors.com Fair Oaks Chantilly CDJR

UteDB23 responded

That is not accurate at all. My issue was diagnosed by your technician at 36k miles, long before my 60k power train coverage had expired. Instead of scheduling me to correct the issue, the tech tried to charge me $900.00 for the repair. When the issue (major oil leak) happened, the Service Manager 'Margaret' offered to fix the issue under a Jeep Customer Care incident where I would only have to pay a $100 deductible. I had to have my Cherokee towed 50 miles to the dealer which cost me $300. They had the vehicle for 12 days and Margaret refused me a loaner car. She also told me that she would update me on the progress which she DID NOT DO the last two days they had it. I had to call them as she and the tech never returned my text messages. When I finally picked up my vehicle. Fair Oaks charged me $248.00 and not the $100 Manager 'Margaret' had promised. These folks are not honest and this service dept. should be avoided at all costs.

Fair Oaks Chantilly Chrysler Jeep Dodge RAM responded

Hello Luke, Your feedback is very important to us here at Fair Oaks Chantilly Chrysler Jeep Dodge Ram. The opportunity to talk about your recent visit would be greatly appreciated. Please reach out at your earliest convenience so we can discuss this in greater detail. Best Regards, Hermann Cuadros General Manager hcuadros@fairoaksmotors.com Fair Oaks Chantilly CDJR

luke.deatley responded

No problem, everyone at your dealership was nice. The used truck I was looking at was a newer version of my current truck, which I was very familiar with. The used truck you had, had an after market exhaust. I advised if I would consider buying the truck I would want a stock mopar exhaust put on. This was a cat back exhaust. The after market exhaust removed the resonator and put an aggressive muffler on. The manager said it just needed a small pipe swapped, then changed his response saying it just needed a new tip, then again saying the muffler was stock when it obviously was not. Then said he would look into having another after market shop put an exhaust on. I said I wanted the dealership service department to put on a stock exhaust. He said they do not put on exhausts. That seemed false, then he said a muffler would costs thousands of dollars, again that’s false, I know the cost of parts as having an older version of the truck. The manager either very uneducated about the subject and your dealership or thought that I was a moron.

Fair Oaks Chantilly Chrysler Jeep Dodge RAM responded

Hello, We appreciate your feedback, and we are sorry to hear about your negative experience. However, after conducting a thorough investigation into this matter and speaking with the actual purchaser of the car, we have found that the person who wrote this review has never visited our facility. We believe that these accusations are unfair and unfounded. During the husband's visit to our dealership and the purchase of the pre-owned vehicle at an excellent deal, both our managers and salesperson made it clear that there was only one key available for the vehicle. We strive to be transparent with our customers and provide accurate information about the products we sell. We kindly request that Dealer Rater remove this review based on the fact that the individual in question has never visited our dealership. We value the trust of our customers and aim to provide exceptional service to all individuals, regardless of their background. If you have any further concerns or questions, please feel free to reach out to me. Thank you, Hermann Cuadros General Manager Fair Oaks Chantilly CDJR

Fair Oaks Chantilly Chrysler Jeep Dodge RAM responded

Hello, We value your feedback here at Fair Oaks Chantilly Chrysler Jeep Dodge Ram. It would be great to have the chance of speaking with you further regarding your overall experiences with our Service Team and the time it takes them to complete visits. I ask that you send me the best contact information to get in touch with you. Thank you, Tom Archer Service Director tarcher@fairoaksmotors.com Fair Oaks Chantilly CDJR