Wissler Motors, Inc.

*** *** *** -
We received the complaint from *** *** We had been in communication in the past regarding her concern both from her personal certified letter to us and also through the State Department which she had contacted prior to her letter I thought
it best to forward those to you as our responses are still the same pertaining to the issue I did not read any additional information in her complaint to the Revdex.com (which was not presented previously) which would change our decision that we were not negligent nor responsible
If you would need additional information from me, please do not hesitate to contact me
Sincerely,
Devin W***
Vice President & General Manager
Wissler Motors
Cell: ###-###-####
Email: ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I appreciate the detailed recap from the general managerI used the words great running condition because the sales person used that languageI really wish that Mr.Devin Wissler was concerned about my overall experience, his email is a detailed break down of the issues of the vehicle, which I was told by the salesperson the vehicle had no issuesThe only reason I drove hours one way was I was under the impression the vehicle was in a condition that it wasn't I was lied to and misleadThe dealership has done nothing to offer me compensation or remibursementMrDevin Wissler says in his reply that we won't be striking a deal on this vehicleI have received no communication from the dealershipI was hoping to still purchase this vehicle, but it's obvious this dealership doesn't want my businessI sincerely hope that no other potential customers experience this lack of professionalismI had truly hope for a different outcome and both parties coming to a suitable solution
Regards,
*** ***

[redacted] –
On Friday, January 2, 2015, [redacted] did in fact...

purchase
a 2012 [redacted] from us.  The following
are responses to her concerns:
Floor mats
[redacted] did call her sales person, Alex, and
questioned not having floor mats Friday.
Alex expressed we would check with the recon
manager on Monday when he returned and get back to her
[redacted] came in Saturday to request and look
for the mats herself. 
Devin W[redacted] expressed to [redacted] that:
I checked the pictures online and no mats
showed.  This is not a definitive answer
to whether mats existed or not for this vehicle but it’s the first place to
start.
We will check with the recon manager to see if
they were pulled (for cleaning or other reason) and either give her:
The original mats
Aftermarket mats.
Monday following the delivery my Recon manager
expressed the mats removed were actually for a [redacted] and were placed in the
wrong vehicle. 
The aftermarket mats [redacted] chose were
slush mats that were made to be trimmed to fit the interior.  The customer did state she didn’t want floor
mats that were not OEM because they could slide if they didn’t have a hole for
the hook. 
The customer states we did not follow through
with this promise and I disagree.  I said
I would give her the originals if they existed or supply her with a set of
aftermarket ones.  Wissler Motors
supplied [redacted] with aftermarket mats. 
When she accused Devin of not holding to his promise, Devin stated he
promised to give her original or aftermarket. 
If she’d rather have the original ones she can have the original [redacted]
mats instead.  She declined the [redacted]
mats and took the aftermarket.
2 Noises
Devin W[redacted] expressed that warranty would
cover the items and verified with a franchised dealer this was the case as long
as it was not determined to be because of abuse (hitting road debris, etc).
Devin Wissler drove customer vehicle back from
[redacted] Auto (10.1 miles) after fixes. 
I did not hear any of the noises and everything seemed normal.
Customer took my advisor on a test drive when I
got back.  Advisor stated that it was
much better but he still heard the one slightly – cargo area had noise from
plastic panels rubbing – fit and finish.
[redacted] expressed it still, in her opinion,
was no better
I expressed the vehicle would still be covered
under warranty and she may have it taken to any [redacted] or [redacted]
store to have the vehicle fixed.  She had
shared her unhappiness with Wissler Motors and [redacted] and I wanted her to
know she may take it anywhere she felt most comfortable.
Wanting her money back
Customer had expressed she had a 3 day right to
rescind.  I had expressed to her rule/law
applies to those who never stepped foot in the dealerships.
I expressed that our Motor Trend program does
include a 3 day exchange program that she may take advantage of but it
is NOT a return policy. 
All marketing programs designate this as an
exchange program.
Customer signed off on a form acknowledging the
prog[redacted] in which the rules are laid out and again, expressing it is an exchange
program.
Extension of exchange program is not a possibility
because:
Legally, if I change the program for her I must
make exceptions for others
State fees and taxes must be handled in a timely
manner that an extension would not allow
Devin expressed if she is not happy with the
vehicle fixed, then she should exchange now and not wait.  The vehicle, again, is under warranty from
the manufacturer and would be covered by them. 
I apologize for [redacted]’s experience and wish her the
best with her vehicle.  I am fully
confident that [redacted] will honor the remainder of the 3 year, 36,000 mile
Basic Warranty.
This is a fairly winded response to the complaint.  It is difficult to portray everything
discussed due to the length of time the customer worked with on her concerns
after the sale (approximately 5 ½ hours Saturday, 1 ½ hours Monday, and another
hour on Thursday).  If the RevDex.com has any additional questions relating to the matter, please do
not hesitate to reach out to me. 
Sincerely,
Devin
W[redacted]
Vice
President / General Manager

[redacted] –
[redacted] says, “the paper doesn’t lie.”  I can only assume she is referring to the “We
Owe” paperwork.  The two concerns
regarding [redacted] had were:
 1.      
Floor mats: We owe states (and [redacted]
confirmed), “Original or aftermarket floor mats.”  [redacted] received aftermarket floor
mats.2.      
Noises: 
We owe states that it is a warranty item.  [redacted] may take the vehicle to any
[redacted] or [redacted] dealer to have warranty work completed. 
At this time, we understand the “We Owe” to be
completed. 
Sincerely,
Devin W[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I simply ask for the records on file in regard to my vehicle, that I purchased in full from this dealership. I do have rights to those records. If there is nothing to hide, then there should have never been an issue, nor should there continue to be, in forwarding to me the records for my vehicle.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Wissler has refused to provide me with my vehicle's service records. I was referred to their attorney for these. To date, Wissler has continued to refuse to provide me with their attorney's information. If this company refuses to resolve the sale of a compromised vehicle, then I will need to discuss things with their attorney, as the company itself has refused to communicate with me. I, again, request Wissler's attorney's information.
Regards,
[redacted]

Ms. *** –
Mr* ***  asked a
sales person for his opinion on the condition of a 14 year old, 135,000 mile,
$5,000 vehicle.  What is in great
condition to one person may not be for another. 
I took the vehicle for a test drive yesterday morning to
look into Mr*...

***’s concerns.  What
I found was:
1.      
Alignment: 
The vehicle’s alignment seemed fine except the steering wheel was “off
center”.2.      
Popping Noise: 
This was actually an engine “tick” cause by a sales person putting
regular fuel in instead of Premium which is required for Chrysler’s 5.9L
engine.  We placed an additive in the
tank and topped it off with premium fuel, ran the vehicle for a few miles and
now it is fine.3.      
Brake Light/ABS Light/Cruise Control:  When I test drove the two brake lights were
on and the cruise control did not work.  This
was not the case when Mr* *** test drove the vehicle nor when our
technician worked on the vehicle.   We
believe it to be a Brake Light Switch.
Our vehicle passes Pennsylvania State Inspection and is in
great condition (my opinion).  We are looking
into fixing the brake light switch issue, the popping noise was fixed with a
change in fuel and the misaligned steering wheel is a non-issue (my opinion) on
a $5,000 vehicle (I can't make a used vehicle new AND maintain a reasonable retail price).
Mr. *** decided not to purchase this vehicle and did
not enter into a contract with Wissler Motors.
I wish Mr* *** the best in locating and purchasing a
vehicle that best fits his and his family’s needs, however, I do not think we
will strike a deal together on this vehicle.
Sincerely,Devin
Wissler, Vice
President & General ManagerWissler Motors

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I think Wissler motors is misunderstanding that we did already discuss these two topics.1.  I was refused original floor mats as promised in the we owe you so we had to choose aftermarket ones.2.  We owe you says two noises will be fixed  but it doesn't say it was warranty work.Devin assured me they would be fixed even if it was not warranty work!  Since the problem with the [redacted] was undetermined yet, it was unknown if warranty work.I feel we are just repeating ourselves but once again, after being treated so poorly at this dealership and being refused service from them I will seek quality service elsewhere. I just find it wrong that I don't get original floor mats and my two free years of oil changes as promised.  One good thing is that the unnessary stress from the poor service is over and I sure hope this doesn't happen to anyone else!

[redacted] –
[redacted] says, “the paper doesn’t lie.”  I can only assume she is referring to the “We
Owe” paperwork.  The two concerns
regarding [redacted] had were:
 
1.      
Floor mats: We owe states (and [redacted]
confirmed), “Original or aftermarket floor mats.”  [redacted] received aftermarket floor
mats.
2.      
Noises: 
We owe states that it is a warranty item.  [redacted] may take the vehicle to any
[redacted] or [redacted] dealer to have warranty work completed.
 
At this time, we understand the “We Owe” to be
completed. 
Sincerely,
Devin W[redacted]

This is a first for me
in that a customer expects compensation for time spent looking at a vehicle.
 I apologize the vehicle wasn't what the customer expected, however, it is
not industry standard for a dealer to compensate for drive time.  On a
side note, the vehicle has been sold and no longer available.  I wish this
customer the best in locating another satisfactory one.
 
Sincerely,
Devin Wissler

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I think Wissler motors is misunderstanding that we did already discuss these two topics.
1.  I was refused original floor mats as promised in the we owe you so we had to choose aftermarket ones.
2.  We owe you says two noises will be fixed  but it doesn't say it was warranty work.
Devin assured me they would be fixed even if it was not warranty work!  Since the problem with the [redacted] was undetermined yet, it was unknown if warranty work.
I feel we are just repeating ourselves but once again, after being treated so poorly at this dealership and being refused service from them I will seek quality service elsewhere. I just find it wrong that I don't get original floor mats and my two free years of oil changes as promised.  One good thing is that the unnessary stress from the poor service is over and I sure hope this doesn't happen to anyone else!

On 01/16/2016 took vehicle for inspection to a different dealership and was told I had the same problems that were supposed to have been fixed by Wissler's from last inspection on 01/2015. Called Wissler's to tell them I have the same problem that I paid $480.00 for at last inspection by them. Was told by Wissler's they needed to see the vehicle. After they looked at it they admitted to a defective part but said other parts needed replaced that I would need to pay for. We agreed to $82.00 plus tax to take care of the problem then later was told other parts needed replaced for $172.00 additional cost. and after that I was told the work that they did, wouldn't guarantee a fix for the problem. (The problem was a left rear axle seal leak). When I picked up my truck I found my brakes were not working properly. Of note, no problems with my brakes before it went in their garage. So I went right back in and told them and they would not admit that they did anything wrong. I had several heated conversations with the service manager and the owner with no results. The service manager was worried enough that he called me an hour later to see if I got home okay. (guilt)? Would not recommend nor would I ever go back to Wissler's.

2-8-15I reject the message from Wissler Motors for the following
reasons:  Floor Mats:  b-c) When I called Alex
when I got home from purchasing the car, Alex told me I would have to wait
until SATURDAY morning until he could call the guys.  SATURDAY morning I went in at 9 am so we
won’t have to play phone tag…I just wanted this resolved.  I DID NOT request to look
for the floor mats myself….Alex took me for a walk to find the floor mats which
were not even there.  He was clueless
walking me around the place.  I was not
surprised as I when I was doing my paper work Alex forgot to ask me for my
title so I kindly reminded him that he needs the title, then Alex filled the
date out wrong on the back of the title and appeared scared because he said it
would cause an issue and it would cost $50 to fix the title.  He was afraid to tell Chris but then told him
he made a mistake.  I felt for Alex as he
learning.  Then we were given a written
We Owe You from Devin saying we would be getting the original floor mats (in my
understanding [redacted] mats that go with that [redacted] because the [redacted] only had one
owner and had about 17,000 miles on it) or aftermarket our choice.  d)  My husband, two year old and I went in on
Monday to get our floor mats as arranged with Alex.  We were told the floor mats that were in the
back of the [redacted] when I test drove it were pulled by an employee because they
belong to another vehicle. We told Alex we wanted the original floor mats as
promised but Alex had no answers and just kept walking back and forth to us
saying he had to ask.  Alex said
they(assuming all Wissler’s because they wouldn’t come talk to us face to
face)will not give us the original [redacted] mats and would only credit us $25
towards them since they are expensive and they need ordered. Alex said they
won’t order floor mats because they won’t lose any more money on this
deal.    So we were refused the original
mats and were forced to take the aftermarket ones and they were not even cut to
fit in our jeep. We had to take something as it was going to snow and I didn’t
want to ruin the nice interior of our [redacted] floor by not having mats which
implied that the [redacted] did have mats in at some point!  I guess the person who leased the vehicle
before I bought it just loved the mats and got to keep them as part of the deal
or perhaps the Wissler’s put them in another vehicle they flipped? On Saturday
Devin told me they lost about $900 dollars on this deal because the [redacted] was
sitting on the lot for so long.  Alex
mentioned the $900 loss and said he was only making about $50 on the deal.   I guess that was told to me to feel bad for
them about losing money?  I guess that
probably is another lie.f)  Devin said “The customer did state she didn’t
want floor mats that were not OEM because they could slide if they didn’t have
a hole for the hook.”  I didn’t say I
didn’t want OEM because I don’t even know what that stands for.  I did say I wanted the original mats as
promised because they fit in the [redacted] properly. 
Devin’s written WE OWE YOU says “set of floor mats either original or
aftermarket.”  It DOES NOT SAY Camry mats
put in your [redacted] by mistake that we find out about later or aftermarket ones
because we are not buying you original [redacted] mats.g)  I find it sad that Devin thinks he followed
through with his written We Owe You on the original floor mats.  Original floor mats means just that the
original floor mats…not mats to another vehicle his employees put in the wrong
vehicle.  Like I said we were forced to
take aftermarket ones since they refused to supply us with the original
mats.   Noisesa)  Devin did express that warranty would cover
the items and I was worried that he didn’t know what the issue even was so how
did he know it was warranty work?  He
said if it was not warranty work he would fix it.  b)  Alex and the technician who test drove with
me are the only people who verified the noises with me.  Devin never did so it would not surprise me
that he didn’t hear the noises.  Just
like when I questioned Devin on why does this vehicle have issues if it was
sold with a motor trend label…and all Devin said was sometimes things are
missed maybe the guys had the radio on and missed the noises.d)  I actually expressed that in my opinion one
noise was gone and one noise was still there to Devin, Alex and the technician.e)  Devin did say we could take it anywhere to
get it fixed but he PROMISED ME in WRITING that he would fix both noises and he
didn’t. Now he wants me to go somewhere else. 
What about his written WE OWE YOU?  Wanting her money backf)  I told
Devin and Alex I was unhappy with the situation and wanted my money back but
Devin explained to me that his marketing tool says you can exchange it but the
fine print on the real document that I signed says I can’t get my money back
and I have to exchange it to buy another vehicle on his lot.  After looking through his inventory, Alex
even said nothing on the lot is comparable to my purchase to exchange it
with!!!  That is why I wanted my money
back.  After some thought about this
conversation with Devin I do recall Devin saying if I was going to be unhappy
with the [redacted] I should exchange it in now resulting in me stating I chose the
[redacted] because I liked it, after all I traded in a [redacted] that I
loved.  Obviously I would like the
vehicle if it was fixed but told Devin and Alex that I was now worried because
I now have a lack of trust in this place as the car mats are missing.  My instincts kicked in and I became very
nervous, stressed and emotional but that is when Devin did say he will give me
a written WE OWE YOU and said we will fix it I promise and it is a good
vehicle.  He said the paper promise
should make me feel better about this situation as he is putting himself out on
a limb.  So we left on Saturday not being
able to trade in the vehicle with anything comparable to our purchase because
they didn’t have anything comparable on the lot.  However, we did leave with Devin’s written WE
OWE YOU that was supposed to make it all better but we soon find out that was
not so true.*Additional
information:  After filing with Revdex.com I
went back to Wissler to schedule my first free oil change (had to cancel due to
snow) since I have no idea when the oil was changed last due to the [redacted] not
have a sticker on the windshield and schedule an appointment to have my jeep
fixed as promised because the other noise was back!!  I guess the greasing of the bushings that his
sister dealership did didn’t fix anything and it just kept things quiet for
little.  I was told by Todd the service
manager on the phone that I can’t get it fixed at Wissler’s I have to go
somewhere else.  I asked Todd are you
sure?   You do know that I have just
bought my [redacted] there and he put me on hold and came back on the phone and said
I have to take it to another dealership to get fixed.   So that is when I knew they got a response
from Revdex.com because they refused to give me service!  I guess that is better than being promised
things that are not going to be followed through with, in addition to the fact
that even the thought of dealing with Wissler motors for anything totally
stresses me out due to the lack of trust and unprofessionalism I
experienced.  I am not surprised that
Devin failed to mention the entire windshield wiper blade situation or loaner
vehicle situation.  I guess he couldn’t
come up with a reason for the poor treatment so ignore it and it will go away,
or since he already apologized for the wiper blade treatment, there is nothing
more he can say.  Kind of like me…refuse
me service and I will go away.I should note one positive
thing about my purchase; I got a coupon for two free years of oil changes but
after all the stress, poor treatment, lack of trust and being refused service,
I sure don’t want to ever deal with Wissler Motors again.  So, at this point in time, I feel the least
they could do is refund me the price of original [redacted] mats so I can have
another [redacted] dealership order them for me, give me a refund for the cost of two
free years of oil changes so I can go to another [redacted] dealership who can fix my
[redacted] AND change my oil because obviously Wissler Motors told me to go somewhere
else!  Otherwise they should at least
give me my $2400 trade in value back so I can trade this vehicle in and get
another vehicle from a dealership that doesn’t sell vehicles with problems or
treat it customers so poorly.   I truly
hope this doesn’t happen to anyone else…nobody deserves this experience.

Review: I purchased a very low mileage vehicle from Wissler in 2011. The vehicle was represented in "Good Condition"- which is the highest of conditions. The vehicle was reported to have no major work done, and only routine care/upkeep. Less than 2 years later (and still at considerably low mileage at under 68,000 miles), the engine failed. I purchased a used engine as a replacement as I still had quite a bit of my auto loan due and no other option. My mechanic mentioned that the engine and transmission had been previously removed, as per markings on the bolts(?) holding these parts in. Suspicious, I tracked the number listed on the engine (that was in the vehicle at the time of my purchase, and was believed to be the original factory engine) and found that the engine did not match the vehicle, and was therefore not the engine placed during manufacturing. The vehicle was purchased brand new by an individual who presented it for regular maintenance and has officially stated that no major work had been completed on it while in his possession. From this individual, the vehicle was transferred to [redacted] - which is the sister company of Wissler Motors. Very shortly after this, the vehicle was then transferred to Wissler, which is the location from where I made my purchase. Initially, I requested a refund or exchange of my purchase. Wissler refused. I was directed to their attorney. I requested their attorney's contact information and was refused a response. 1 year later and my family continues to suffer. There have been immense health, financial, and job implications from Wissler's wrongdoing. My children and I have, on several occasions, become ill from circumstances arising from arrangements that have had to be made to accommodate the loss of our vehicle.Desired Settlement: I wish to receive or discuss an offer to include: refund of my purchase, costs of repair (which have been insufficient as the transmission did also fail), and monies for suffering.

Business

Response:

[redacted] -