Ciocca CDJR of Flemington - Service Center

Ciocca Chrysler Dodge Jeep Ram of Flemington responded

Mr. Williams - We are extremely sorry for the reasons you needed to bring your vehicle into our Flemington Chrysler Jeep Dodge Ram service center. However, as I mentioned to you, we are required to follow the manufacturer's repair process to the letter, especially when we are dealing with a warranty repair. This means we can't use the diagnosis from any other person or repair shop to determine the best next steps. Because your vehicle was disabled, we could not do this to our standards. However, you can contact Chrysler Customer Care and see what they may be able to do to help with the cost of the repairs. Aron Kastell, Service Manager.

Williamsa21 responded

Mr Kastell, Flemington Chrysler Service had plenty of time to resolve my issue and prevent a bad review of the operations that took place. The fact that the vehicle was there over a week and no one called except to say that what was found was covered once the battery leads were re-connected. But then I was told I could not come down and see the found issue of the heater core hoses leaking and THAT is what caused the initial problem. James Clark told me the jumper wires used are already disconnected and the vehicle was pushed out the door into the lot already. I even said you can pressurize the system and not have to restart the engine to show the leak. His response was we don't have any free technicians to do that. And he told me what the shop did and bypass the starter cables created an unsafe condition to leave it that way! There again never calling me ahead of time to give me the option to see it. And a claim was approved but not for what caused the initial P0480 code when the check engine light came on. The fact that no one was willing to find the root cause of the problem when they went through the time and effort to restart the vehicle from the battery just baffles me tremendously. I know the technicians do not get paid the same amount for warranty work nor does the shop make anything on warranty jobs. However the customer still takes the charge to make up anything lost in a warranty job and the bays cannot be tied up for non paying work. I get all that. However after buying 5 Chryslers in 12 years and never putting in a claim on this vehicle after the initial warranty ran out, I feel more assistance in getting a Max Lifetime warranty claim pushed through. But I guess I have to buy 10 vehicles for that to happen?? Here are the issues I had with Flemington Chrysler. 1. Service Writer answering for Chrysler long before a claim was even filed. No willing to call and see what can be done for me. 2. I had to call Chrysler to put in a claim myself. 3. Chrysler's Customer Care team and Mopar extended life team were terrible. I talked to 16 different people in 4 days time! 4. No Communication from Chrysler or Flemington Service back to me as to the progress of the claim 5. People from Chrysler not informed or had no knowledge of what the "Special Investigations Team" reported just to deny the claim cause the vehicle was over 10 yrs. old??? 6. 3 times I was told a supervisor could not speak to me now and that they would have to reach back out to me and no one did! 7. Flemington Service Mgr. was not involved until I picked the vehicle up and towed it out of there after sitting there for a week and a half. Are the opened RO's not reviewed, at least at the end of the week and pushed along or resolvement practice take place? Now, to create peace and resolvement around these issues I would like a director or VP of Chrysler to call me and offer some sort of negotiation for the initial issue & repair costs on the vehicle. The repair was more than covered when I paid $2900.00 for the max lifetime warranty direct from Chrysler. And or just a name at Chrysler to write a letter to. I already have names of folks at Flemington Parts & Service I will be writing to in order to try and prevent this from happening to others in the future. Maybe Flemington Chrysler Service should shadow Flemington Subaru Service as their dept. seems to be run a ton more efficient and Customer Service orientated!

Ciocca Chrysler Dodge Jeep Ram of Flemington responded

Pgillmett - We are so sorry for the issues with communication with our team. We will be discussing these issues in an upcoming meeting. Thank you for bringing this to our attention. Aron Kastell, Service Manager.

Ciocca Chrysler Dodge Jeep Ram of Flemington responded

Kevinb - Finding out our customers had as great an experience as we did is truly special. Thank you so much for sharing and for trusting our team to take good care of you.

Ciocca Chrysler Dodge Jeep Ram of Flemington responded

bmaru - Thank you so much for trusting us with the service of your vehicle. We know it’s not always a “fun” visit to the dealership, but we are so glad we are here for you!

Ciocca Chrysler Dodge Jeep Ram of Flemington responded

Thank you for being a valued customer

Ciocca Chrysler Dodge Jeep Ram of Flemington responded

njkitcat - We are so glad to hear this! From Sales to service, making sure our customers are happy is our top priority. Thank you so much for sharing.

Ciocca Chrysler Dodge Jeep Ram of Flemington responded

We are so glad our team could help you get back on the road as quickly as possible.

Ciocca Chrysler Dodge Jeep Ram of Flemington responded

Frustrated - At Flemington Chrysler Jeep Dodge Ram, our customer's satisfaction is paramount! I would personally like to speak to you about your experience and see what I can do to restore your faith in our team. Please contact me at your convenience - Aron Kastell, Service Manager, akastell@flemington.com or 908-788-5858

Ciocca Chrysler Dodge Jeep Ram of Flemington responded

Chris - Thank you so much for sharing. We are sorry for the length of your visit but we are working on increasing our staff and hope to have that situation taken care of shortly.

Ciocca Chrysler Dodge Jeep Ram of Flemington responded

Ma64upp - We are so glad that we could take care of the issue so quickly. Thank you much for sharing!