Complaints for Lithia Chrysler Dodge Jeep RAM Fiat of Santa Fe in Santa Fe, NM

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

8/16/2021

On the day of 05/27/21,I took my truck to service at the dealer named the Lithia Chrysler Dodge Jeep Ram Fiat of Santa Fe (505)629-0746. when picking up my truck I realized that they had not done the rotation work for which I had already paid. I talked to manager Cory Vollmer and when they showed that they hadn't done it and that they had already charged it, they put the truck back in. When I returned to pick up my truck, I noticed that I had some scratches on the driver side of the vehicle. When I spoke with the manager, Cory Vollmer, he told me that they were going to check the cameras, with an annoyed tone. The next day he contacted me and told me that they were going to fix it. As a courtesy but I had to take it to the workshop that he offered me "Leo's Paint and Body" (505)204-3624 where they did a terrible job and I showed my discontent, their response was that it was for what the dealer had paid and that I did not have any type of warranty. Then when I tried to speak with the dealer Cory Vollmer, he no longer wanted to receive me. After I had to contact the customer service of the dealership, they made me a report on 5/29/21, and after many excuses they continued with the same mess, sending me to other workshops to review the work and obtain another estimate where they again stated that it was a very bad job. The person I spoke with lasted several weeks for him to write me a response and his answer was that he had to take the truck to the dodge in Larry H. Miller Casa. Resolution Sought My truck in the condition it was before it was taken to the service.

Company Response

8/26/2021

Company states; Most of rthe consumer's story is accurate. Mr. Franco did have his truck in for routine service in our shop and did accuse us of scratching his truck. Myself and my service manager did review all camera footage of Oscar's truck from the moment it came on our lot until the moment it left our lot. We never did see an instance where we thought the trucks doors weree scrathched or damaged. I did however, agree to send his truck to the body shop we use to correct the scratches as best as possible as a courtesy and show of good faith. The bill from Leo's body shop to us was $834. Mr. Franco went to pick up his truck from Leo's body shop & upon arriving and seeng his truck he was disappointed with the work that Leo's did. Instead of calling me and saying so right away he and a friend who was with Mr. Franco proceeded to try to fight & threaten violence against Leo and his father. So much of a threat that they called the police and filed a police report. Leo then called me & was super apologitic & he said that he truly believed that the repair of the scratches performed were done properly & it looked good. Mr. Franco drove over to our dealership & was completely belligerent with profanity and threats of violence. We seriously tried to amicably resolve Mr. Franco's dispute, but will no longer be helping him in any way. I have instructed my employees that he no longer welcome here in any capacity at our dealership. Mr. Franco's truck is still under factory warranty for mechanical and electrical and powertrain issues but he would have to take it to another dealer somewhere else. Sincerely, General Manager

Customer Rebuttal

9/14/2021

When I took my truck to have the corresponding services done, Mr. Elier Franco was the one who received my truck, he mentions and remembers not having seen any scratches or damage to the truck when he took it into service. Likewise, I made some quotes with my trusted body shops and the total of the repair came out at a cost of $ 900 dollars to which the manager Cory Vollmer answered that he was not going to repair a scratch for $ 900 dollars being that Leo's Body Shop came out at a total of $ 834 dollars, I am only asking for the work to be done properly. I have taken my truck to several body shops, Larry H Miller Collision West (505)897-8450, Crystal Clear (505)471-7538 and Custom Craft (505)438-8878 to have the work done by Leo's Body Shop reviewed and they all agree that the work is poorly done and is not of good quality. We can take a third opinion from a neutral bodyshop to have them rate the work done on my truck. My truck is still in the same condition as it was left after the work done by Leo's Body Shop.

Company Final Response

9/15/2021

The moment Physical violence was threatened not just at Leo's body shop where they called the police and also when Oscar came back to the dealership this is where we draw the line. If the work was in fact unsatisfactory the right way would be to communicate not threaten people with physical violence! If that had been done we could have addressed anything unsatisfactory and given our body shop a chance to rectify that. Instead physical threats were made against me and also the body shop. The police asked if we wanted to file a restraining order we declined. We are not going to subject any of our employees, vendors or myself to this behavior so we are done in this situation.

Complaints and Resolutions

Lithia Chrysler Dodge Jeep RAM Fiat of Santa Fe complaints