Patti O | Page 33

Palmen Dodge Chrysler Jeep Of Racine responded

Thank-you for taking the time to provide this review, as we always appreciate any customer input we receive. I apologize that you feel the check-in time took too long or that the headlight replacement was too much, but please understand that just because another advisor does not have a customer in front of them, it does not mean they are not busy doing paperwork for someone waiting up front or on their way to pick up a vehicle, or any number of other things. That, along with trying to control groups and times due to the current Covid-19 guidelines, is why we set appointments and ask you to deal with your assigned advisor. That being said, I tried reaching out to you on November 12 but received no response. As I said at that time, I would like to look into your particular situation, however DealerRater only provides us with your screen name - abch.rentals - which does not show up in our system as a customer. If you would like to respond with the customer name and type of vehicle the service was done under, I should be able to provide a much more detailed summary and explanation of that day's events relating to both issues. All of my direct contact info is below. Thank-you and have a nice day. Jim Brinkman Customer Relations Manager Palmen CDJR of Racine Direct: (262) 504-1451 E-Mail: jbrinkman@palmen.com Hours: Mon-Fri, 8am-6pm

Palmen Dodge Chrysler Jeep Of Racine responded

Thank-you for taking the time to provide your reviews, as all customer input is greatly appreciated. After numerous written correspondence between us since I was made aware of this review on November 5th, I apologize you still feel this way. While I understand your frustration with how things may have started out, based on another review you provided elsewhere I was left with the impression things were good once Patti stepped in to follow up and straighten things out. For example, in that other review you wrote: "Patty really fixed my situation. She went above and beyond and really fixed my situation. Patty really saved the whole situation because it could've went a totally different direction." Given there still seems to be some confusion as to your front end noise and how it was handled, and we have not been able to discuss any of this on the phone, I will try to address it again here. Based on the info outlined on your final invoice, it shows we diagnosed the noise as being the upper ball joints and you declined the repair, which is obviously why the noise is still there and why you were charged the diag fee for 1 hour of labor. Had you done the repair, that separate diag fee goes away, absorbed into the total labor for the overall repair, for which Patti provided the quote. I hope this clears things up as to your not being charged for anything you weren't aware of, or didn't agree to, when you originally brought your vehicle in or after Patti itemized/summarized everything for you after she took over. If you wish to call me or Patti for further clarification or to discuss anything else, we would be glad to help however we can. Patti's number is (262) 504-1437 and all of my direct contact info is below. While we acknowledge that things began a little roughly, causing you extra time and inconvenience on the front end of all this, after the problem was caught and addressed by Patti, everything done from that point forward has been done in good faith, trying to make it all as inexpensive, convenient, and thorough as possible for you, mainly in order to assist with things not covered by your extended warranty, which we have no control over. As I have indicated in all of my previous correspondence, please feel free to contact me if you would like further specific explanation/clarification, or wish to discuss anything else further. Thank-you and have a nice day! Jim Brinkman Customer Relations Manager Palmen CDJR of Racine Direct: (262) 504-1451 E-Mail: jbrinkman@palmen.com Hours: Mon-Fri, 8am-6pm