My General Sales Manager, [redacted] , and Business Manager, [redacted] ***, spoke with [redacted] this morning His service contract had already been corrected to show both himself and the co buyer New plan provisions are being mailed to him We have corrected his address in our system and with Chrysler We told [redacted] that we would process a duplicate title for him so that he will have a title and regisitration that show the correct address, however, per DMV regulations we have to wait days from title issuance to obtain a duplicate My Business Manager will stay on top of this time frame and get a corrected title issued We assured [redacted] that it is ok to put his plates on his truck We apologized for our clerical errors regarding his address and the service contract entry [redacted] understood the time frame and just wants to get it corrected
09-10-
To whom it may concern,
After reviewing the invoice, I
found that the Invoice in question was from 11/I contacted the customer
directly to discuss the situationDue to the circumstances, I agreed I would
refund her for the total amount she paid
Thank
you,
*** ***
Service Manager
Auburn Dodge Jeep Chrysler Ram
###-###-####
***
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me Also thy Resolved the Issues
After reviewing Mr. [redacted]’s response, in order to maintain customer satisfaction, we will issue a difference check of $101 for the service contract. This check will be issued to the lienholder on file, TD Auto Finance unless Mr. [redacted] can provide proof that the loan has been paid off. The cancellation paperwork that we have and that copy that Mr. [redacted] has do not match. The paperwork we have on file on file is all dated 11/12/2016. We processed as per that date. Had we had the copy that Mr. [redacted] has the contract would have been a full 100% refund so therefore, we will issue the additional refund recheck. Please feel free to contact me if there are any further questions. Thanks, [redacted]Business Manager
After initial inspection it was determined the PCM (Power Control Module) was bad and needed to be replaced. This was under warranty still (8 years or 80k miles from the original in service date) and did not cost the customer anything. After the PCM was replaced there was still a problem with the...
Oxygen sensors, The customer did not want to pay for further inspection (the warranty on the oxygen sensors is expired as it is only 3 years or 36k miles from the original in service date). Customer and I have met and discussed the situation. Mr. [redacted] has brought his vehicle back in to have repairs completed.
I am rejecting this response because: [redacted] vehicle protection plan still fails to list [redacted] as a co owner, only shows her as a "secondary" owner according to [redacted]'s terminology, and [redacted] name does NOT show up when accessing the online policy information by VIN or contract number and her last name. [redacted] claims the information is in their dealers computer, what ever that is suppose to mean. I plan to sign the truck over to [redacted] as primary owner and doubt that [redacted] would honor the warranty since they call her a secondary owner.
Also, Address correction to DMV has yet to be accomplished.
My General Sales Manager, [redacted], and Business Manager, [redacted], spoke with [redacted] this morning. His service contract had already been corrected to show both himself and the co buyer. New plan provisions are being mailed to him. We have corrected his...
address in our system and with Chrysler. We told [redacted] that we would process a duplicate title for him so that he will have a title and regisitration that show the correct address, however, per DMV regulations we have to wait 30 days from title issuance to obtain a duplicate. My Business Manager will stay on top of this time frame and get a corrected title issued. We assured [redacted] that it is ok to put his plates on his truck. We apologized for our clerical errors regarding his address and the service contract entry. [redacted] understood the time frame and just wants to get it corrected.
Company states we have switched the service contract. The factor does not know how to switch the primary owner and secondary owner for reporting purposes. I have not received back the application for registration. We will just take care of that for them. The title of registration will show her as the original owner. It will only take a week once we get that back to get that resolved. We are taking care of the registration that they wanted. If he has any issues we can even send a runner down to assist. Anything we can help to resolve this as soon as we can we will do.
Mr. [redacted]'s contract cancellation request was received by the office on 11/29/2016 with a signature date of 11/12/2016. Contract was cancelled and refund check was sent to [redacted]to, the lender on our deal. We sent the check to the lender due to the fact that the cancelation was requested as a...
customer request and we weren't provided proof that the original loan with [redacted]to had been satisfied. We are bound by our dealer agreements with the lending institutions to refund any requested cancelations that were funded as part of the original deal to the lender unless we have proof that the loan has been paid. The documentation signed by Mr. [redacted] only stated that he was requesting the contract be cancelled, there was no notations regarding the loans being satisfied. The check we sent to [redacted]to (#[redacted] $1899.00 a prorated refund 96.20%) cleared our bank on 12/20/2016. Mr. [redacted] would have to contact [redacted]to to find out how they applied the cancellation to his loan. At the time we received the cancellation request the oil change contract that he purchased was no longer eligible for cancellation. In order to foster goodwill with Mr. [redacted], we will directly refund him the oil change contract as a goodwill gesture, however, we are unable to cancel this specific contract. In order for me to refund Mr. [redacted] the $300, I need proof that the [redacted]to loan has been paid off. We can accept a letter from **, or a copy of a current registration/title showing a different lien holder. If not then this refund will have to go to [redacted]to. We will wait for the response from Mr. [redacted] to process this refund.
Response:[redacted] spoke with [redacted] on 11/11/2016. We were able to place the loan with a different bank, keeping the names on the loan as is with Ms. [redacted] son as the first name on the loan as per the customers request.
I am rejecting this response because:As shown in the photo the date I requested cancellation was 9/5/2016. The prorated check sent to the finance company is short of what it should have been. The dealership has mishandled this situation from the beginning. I have been told one excuse after the other. Initially when I asked how long it would take to receive a check I was told a couple of weeks. Until a few weeks ago when I heard from the original finance company that they received a check and asked what they should do with the funds, which were short of the amount I expected. I then called the dealership to inquire why the funds were short and was told that the refund was coming in two checks. I was also told that the $101 shortage was due to a cancellation fee.
My General Sales Manager, [redacted] , and Business Manager, [redacted] ***, spoke with [redacted] this morning His service contract had already been corrected to show both himself and the co buyer New plan provisions are being mailed to him We have corrected his address in our system and with Chrysler We told [redacted] that we would process a duplicate title for him so that he will have a title and regisitration that show the correct address, however, per DMV regulations we have to wait days from title issuance to obtain a duplicate My Business Manager will stay on top of this time frame and get a corrected title issued We assured [redacted] that it is ok to put his plates on his truck We apologized for our clerical errors regarding his address and the service contract entry [redacted] understood the time frame and just wants to get it corrected
09-10-
To whom it may concern,
After reviewing the invoice, I
found that the Invoice in question was from 11/I contacted the customer
directly to discuss the situationDue to the circumstances, I agreed I would
refund her for the total amount she paid
Thank
you,
*** ***
Service Manager
Auburn Dodge Jeep Chrysler Ram
###-###-####
***
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me Also thy Resolved the Issues
After reviewing Mr. [redacted]’s response, in order to maintain customer satisfaction, we will issue a difference check of $101 for the service contract. This check will be issued to the lienholder on file, TD Auto Finance unless Mr. [redacted] can provide proof that the loan has been paid off. The cancellation paperwork that we have and that copy that Mr. [redacted] has do not match. The paperwork we have on file on file is all dated 11/12/2016. We processed as per that date. Had we had the copy that Mr. [redacted] has the contract would have been a full 100% refund so therefore, we will issue the additional refund recheck. Please feel free to contact me if there are any further questions. Thanks, [redacted]Business Manager
After initial inspection it was determined the PCM (Power Control Module) was bad and needed to be replaced. This was under warranty still (8 years or 80k miles from the original in service date) and did not cost the customer anything. After the PCM was replaced there was still a problem with the...
Oxygen sensors, The customer did not want to pay for further inspection (the warranty on the oxygen sensors is expired as it is only 3 years or 36k miles from the original in service date). Customer and I have met and discussed the situation. Mr. [redacted] has brought his vehicle back in to have repairs completed.
I am rejecting this response because: [redacted] vehicle protection plan still fails to list [redacted] as a co owner, only shows her as a "secondary" owner according to [redacted]'s terminology, and [redacted] name does NOT show up when accessing the online policy information by VIN or contract number and her last name. [redacted] claims the information is in their dealers computer, what ever that is suppose to mean. I plan to sign the truck over to [redacted] as primary owner and doubt that [redacted] would honor the warranty since they call her a secondary owner.
Also, Address correction to DMV has yet to be accomplished.
My General Sales Manager, [redacted], and Business Manager, [redacted], spoke with [redacted] this morning. His service contract had already been corrected to show both himself and the co buyer. New plan provisions are being mailed to him. We have corrected his...
address in our system and with Chrysler. We told [redacted] that we would process a duplicate title for him so that he will have a title and regisitration that show the correct address, however, per DMV regulations we have to wait 30 days from title issuance to obtain a duplicate. My Business Manager will stay on top of this time frame and get a corrected title issued. We assured [redacted] that it is ok to put his plates on his truck. We apologized for our clerical errors regarding his address and the service contract entry. [redacted] understood the time frame and just wants to get it corrected.
Company states we have switched the service contract. The factor does not know how to switch the primary owner and secondary owner for reporting purposes. I have not received back the application for registration. We will just take care of that for them. The title of registration will show her as the original owner. It will only take a week once we get that back to get that resolved. We are taking care of the registration that they wanted. If he has any issues we can even send a runner down to assist. Anything we can help to resolve this as soon as we can we will do.
Mr. [redacted]'s contract cancellation request was received by the office on 11/29/2016 with a signature date of 11/12/2016. Contract was cancelled and refund check was sent to [redacted]to, the lender on our deal. We sent the check to the lender due to the fact that the cancelation was requested as a...
customer request and we weren't provided proof that the original loan with [redacted]to had been satisfied. We are bound by our dealer agreements with the lending institutions to refund any requested cancelations that were funded as part of the original deal to the lender unless we have proof that the loan has been paid. The documentation signed by Mr. [redacted] only stated that he was requesting the contract be cancelled, there was no notations regarding the loans being satisfied. The check we sent to [redacted]to (#[redacted] $1899.00 a prorated refund 96.20%) cleared our bank on 12/20/2016. Mr. [redacted] would have to contact [redacted]to to find out how they applied the cancellation to his loan. At the time we received the cancellation request the oil change contract that he purchased was no longer eligible for cancellation. In order to foster goodwill with Mr. [redacted], we will directly refund him the oil change contract as a goodwill gesture, however, we are unable to cancel this specific contract. In order for me to refund Mr. [redacted] the $300, I need proof that the [redacted]to loan has been paid off. We can accept a letter from **, or a copy of a current registration/title showing a different lien holder. If not then this refund will have to go to [redacted]to. We will wait for the response from Mr. [redacted] to process this refund.
Response:[redacted] spoke with [redacted] on 11/11/2016. We were able to place the loan with a different bank, keeping the names on the loan as is with Ms. [redacted] son as the first name on the loan as per the customers request.
I am rejecting this response because:As shown in the photo the date I requested cancellation was 9/5/2016. The prorated check sent to the finance company is short of what it should have been. The dealership has mishandled this situation from the beginning. I have been told one excuse after the other. Initially when I asked how long it would take to receive a check I was told a couple of weeks. Until a few weeks ago when I heard from the original finance company that they received a check and asked what they should do with the funds, which were short of the amount I expected. I then called the dealership to inquire why the funds were short and was told that the refund was coming in two checks. I was also told that the $101 shortage was due to a cancellation fee.
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.