ComplaintsforJohnny Roberts Motors Inc.
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Complaint Details
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Initial Complaint
04/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Took my 2017 Jeep Wrangler in for an oil change and the service tech identified an issue with rear seals, bearings, etc. I paid for repairs out of pocket because they told me the warranty was expired; however, after I filed for reimbursement from Mopar Vehicle Protection, they advised that the factory powertrain warranty should have covered the costs. MVP would not reimburse me due to this and advised that I contact Jeep factory warranty. I've been trying to get this issue resolved since November of 2022. The Service Manager at Johnny Roberts told me to call the Jeep Factory ***************; who I've been calling but the call gets disconnected OR their service rep is totally clueless and can't understand why ***** and his team never filed at the time of repair. I'm sick of the run around and the excuse the "hey, we make mistakes, too" answer. I'm out of pocket over $1000 for the repairs and just want resolution.Business response
04/27/2023
To Whom it May ********************* was done in November. We had a new service advisor that missed the repair would covered under the powertrain warranty. Customer contacted me on 4/19/2023.I Had no idea there was an issue until the day she contacted me on the 19th of April. Chrysler is reimbursing her for the repair, I have reached tried to reach out to her 2 times to let her know she will be reimbursed. I acknowledged our failure to catch the fact the repair would have been covered under warranty and that by no means was this intentional. At the time of the repair she had a vacation planned to Iceland, We took her to the airport 60 miles away and I personally picked her up upon arrival and brought her back. I apologized for our failure to catch the fact the repair would have been covered, but had we known prior to 5 months post repair we could have resolved the situation much quicker.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.