ComplaintsforTerry Henricks Chrysler-Dodge-Jeep-Ram Inc.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have taken my cars in this location 3 or 4 times, I work just down the road so to avoid using a loaner I have them pick my vehicles up. On Monday Feb 7th around 8am Terry Henricks picked up my truck to perform warranty work. They brought it back and dropped it off around 3pm. I went to get in and there was a pretty substantial dent. I immediately called and emailed with pictures. The service manager was very rude and immediately denied that it was them that was responsible. I take immaculate care of my truck and there was no dent when they picked it up, only when i got it back. **** ******* said they looked at the security cameras and did not have proof of damage being done. The distance is 2.1 miles from my job the their location so 4.2 miles that it could have happened in. I requested that Terry Henricks repair the damage and they declined. I then tried to meet them half way and asked that they take care of half of the repair. I have been ignored. I am not happy with this situation as I work hard for what I have and to be dismissed like that as if accidents dont happen.

  Business response

  04/25/2022

  We had picked up ******* *********'s truck to perform a software update repair and a windshield wiper recall on it. We have three security cameras in the shop and upon hearing of Mr. *********s' complaint I had went and watched the video inside our shop. The repairs the truck needed did not require pulling into or raising onto a hoist. The truck sat out in the middle of the shop with nothing ever striking the right front and rear doors. If it had happened in our shop as we have in the past with few but other vehicles, we would pay for the repair. 
  
  
  Since it did not happen in our shop it is our belief that we are not at fault to repair the vehicle in question. For example, if this happened in a Walmart parking lot you wouldn't go in and expect Walmart to pay for it. This could have happened in his work parking lot between the time we dropped it off and after he got out of work. There is insufficient proof to find out exactly when this happened. If there is a chance it happened at his work, why is he not going to ******* asking them to pay for it? Not saying that to sound smart, just to use as another example.
  
  
  It is a very unfortunate incident that if we had proof of ourselves being at fault we'd take care of bill without question. Only proof we have shows that it did not happen while in our shop, and that's what we based our decision off of.
  
  
  Thank you.

  Customer response

  04/26/2022

  
  Complaint: ********
  
  I am rejecting this response because: I take great care of my truck, I would have been aware of running into something. The comment about being at Walmart is nowhere close to the same thing. An employee of Henricks took my truck and drove it 2.1 miles to the location and another 2.1 miles back to me, it was in the possession of a Terry Henrick's employee and It was not like that when they took it, and it didn't happen between the time they dropped it off and the time I left because I went out and got my keys as they were pulling off. That is when I noticed it and took pictures. I even offered to settle and be done if they at least took care of half of the repairs. And for the comment of going to ******'s and asking them to pay for it...I don't understand, I don't work at ******'s. 
  
  Sincerely,
  
  ******* *********

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