Moore Chrysler Jeep

Kim K. responded

Hello, I am including two emails I sent to Spencer Fredlund which explain in detail my sales experience. 12/29/21 Good Morning, Mr. Fredlund, I was at your dealership on December 19th after my X-Terra blew a head gasket and I was in an immediately need of an AWD car as I live in Flagstaff. I was impressed with your salesperson, Chris Wesley, and found him to be forthcoming and not pressuring at all. Because I was purchasing a(n unplanned) car right before Christmas and I was not prepared to buy a new one, I felt I found the perfect temporary solution and I assured Chris I would be back to purchase my future new car from him. One of the major selling points for me was that Chris assured me that as a family owned business, Moore went over the car with a fine tooth comb and would never let a customer off the lot that was not road worthy. Within 36 hours my battery died and could not be recharged. I realize batteries are unpredictable things, but when we pulled out the old one, the sides were bulging and that didn’t just happen in one week. In the meantime, your employee, Nate, contacted me to tell me that they forgot to do an emissions inspection and I needed to come down there and get one and pay for it. I told Nate that I was not willing to forego one of my holiday vacation days to come back down to Phoenix to rectify a mistake that someone made there – unless there was a financial advantage for me to do so. Nate explained that this would be the only emissions inspection I would ever need to do – which I know, because I live in Flagstaff and we don’t need them here. I also explained to Nate about the battery dying, and he said it wasn’t covered in the warranty – again which I already knew, but it would have been good customer service to reimburse me for it since it was completely dead within a week. Anyway, since Nate was unable to provide me with any financial incentive, apparently someone is driving up tomorrow to pick up the car, leaving me a loaner car, taking my car down for the emissions test, bringing it back and driving the loaner back down to Phoenix. I asked Nate to make sure that when my car was returned, it had a full tank of gas. Nate balked and responded that they were not going to “steal my gas” and they’d return it as full as when they got it. Now, I am not happy with the customer service I have received. While I do greatly appreciate the loaner car, I am not happy that additional mileage will be put on the car and feel the least the dealership could do is return my car with a full tank of gas. On an additional note, the car has been slow to start and I am worried the starter is going out on it. Is there any chance you can test it while it is down there? I did purchase a warranty, but would prefer to have it checked out lest I get stranded out in the snow somewhere. Thank you so much for your time. I do appreciate any consideration you might give me in this situation. Sincerely, Kim Kalas 6/17/22 Dear Mr. Fredlund, I purchased a 2012 Subaru Forrester from your dealership mid-December 2021. I was guaranteed there had been a thorough inspection of the vehicle. Within 48 hours of my purchase the battery was completely dead and there was a great deal of corrosion on the battery terminals. Recently, the car began making a knocking sound. Fortunately (I thought) I had purchased a warranty for a little over three thousand dollars, so I took the car to a Subaru dealership for diagnostics and repairs. They informed me I needed: *A new short block *A new coolant pipe because of rust *A new oil pan because of rust and damage *New struts because they’re worn (not covered at all by the warranty) *New sway bar links because one is completely broken and the other is close to breaking (not covered at all by the warranty) Did anyone actually look under this car at all? As far as the block is concerned, the warranty company, Zurich, needed my permission to tear down the block to see which component failed as all the components are not covered by the warranty – despite what the Moore financier told me. He said, “Anything that may go wrong under that hood is covered”. I have put 2,000 miles on this car and there was only a quart and a half of oil in it. There are no leaks, no smoking, no oil in the coolant which can only mean that your dealership sent me out the door with this vehicle that had been “thoroughly inspected” with a quart and a half of oil. If Zurich doesn’t cover the short block, I’m on the hook for $5,500 plus the $1,200 in labor to tear down the short block. Additionally we have the struts and the sway bar links which should have been thorough inspected before this car went out on the lot, and Subaru has quoted a repair price of about $1,000 for those two issues. You are welcome to call Liam at the Flagstaff Subaru Service Center (928-522-6386) to verify my claims. I still owe over $13,000 on this car. I feel I have been completed ripped off by your dealership. It is clear that nothing was inspected on the car before it was sold to me. So here’s the question Mr. Fredlund, is your dealership going to make this right? I am certain you don’t want this sale to be representative of your business and I wanted to give you the chance to make it right before I pursue other avenues. I await your timely response. Sincerely, Kim Kalas 7/6/22 Please let me know if you would like any clarification on anything. I think at minimum I should be reimbursed for the bulging battery, the rusted and damaged oil pan and coolant pipe, and the sway bar links and struts. Those items should have been examined when the car was "thoroughly gone over", and the fluids should have been topped off - meaning there should have been more than a quart and a half of oil. I did receive a check for $200.00 to cover my deductible for the $3,000 warranty I purchased. Thank you for your time. Kim K.