Auffenberg Chrysler of Herrin

Initial Business Response / [redacted] (1000, 6, 2015/08/19) */ Contact Name and Title: [redacted] General Manag Contact Phone: XXX XXX-XXXX Contact Email: [redacted] @chrisauffenberg.com In response to the customer's we believe the customer is confused with the transactionWe took ample time in the process of finding the vehicles that the customers choseFirst Mr [redacted] and his daughter picked out a New Chrysler on 07/We agreed on the price, terms and paymentsWe got the financing approved by a lender and started the vehicle get ready for delivery and the customers said they would be back within the hour to take deliveryWhen they returned Mr [redacted] decided he would like to look at the used Camaro and a new Dodge ChallengerAfter presenting all of the terms and options they decided to go home and talk it overThe next business day I believe they contacted the sales person and said they would take the New car but the Camaro was priced too highWhen the customers got here the sales person ask if they still had interest in the CamaroMr [redacted] said yes if we would lower the priceIt was priced at $17,and we lowered the price to $16,While in the Business office our manager was going over the payment options on the Camaro with both Mr& Mrs [redacted] He quoted payments on and months, with being a lower paymentthey discussed it and chose the month termThis did not change the selling price as it was still $16,it only lowered the paymentthe actual delivery date was on 07/28/ We are certainly concerned with our customers and how they perceived the transactionI will contact the customer and see how we can resolve their concernsWe are in the long term business and rely on repeat customers and referralsWe plan on keeping our customers satisfied and a long term relationshipI am available if you would like to contact meThank you [redacted] General Manager Auffenberg Chrysler B XXX XXX-XXXX

Pursuant to the complaint filed my mr *** there is some information that has been omitted. First of all the vehicle has not been repaired at our facilityI don’t understand why mr *** feels it is our responsibility to correct his trans mssion problemHe had it repaired at
two other dealerships and they should be responsible for the current problemsThe service contract covered the repairsThere is no record of any problems when he purchased the vehicle as he allegedThe other significant problem is that mr *** has not done the regular maintenance on his vehicle as required by the terms of his service agreement(we changed the oil at miles and the next oil change was at 103983). When the vehicle left our dealership it was road ready and no problems existed plus it had an extended warrantyWe r unable to trade the vehicle & replace it with the same payment

Initial Business Response /* (1000, 6, 2015/08/19) */
Contact Name and Title: [redacted] General Manag
Contact Phone: XXX XXX-XXXX
Contact Email: [redacted]@chrisauffenberg.com
In response to the customer's we believe the customer is confused with the transaction. We took ample time in the process...

of finding the vehicles that the customers chose. First Mr. [redacted] and his daughter picked out a New Chrysler 200 on 07/2515. We agreed on the price, terms and payments. We got the financing approved by a lender and started the vehicle get ready for delivery and the customers said they would be back within the hour to take delivery. When they returned Mr. [redacted] decided he would like to look at the used Camaro and a new Dodge Challenger. After presenting all of the terms and options they decided to go home and talk it over. The next business day I believe they contacted the sales person and said they would take the New car but the Camaro was priced too high. When the customers got here the sales person ask if they still had interest in the Camaro. Mr. [redacted] said yes if we would lower the price. It was priced at $17,600 and we lowered the price to $16,488. While in the Business office our manager was going over the payment options on the Camaro with both Mr. & Mrs. [redacted]. He quoted payments on 60 and 63 months, with 63 being a lower payment. they discussed it and chose the 63 month term. This did not change the selling price as it was still $16,488 it only lowered the payment. the actual delivery date was on 07/28/15
We are certainly concerned with our customers and how they perceived the transaction. I will contact the customer and see how we can resolve their concerns. We are in the long term business and rely on repeat customers and referrals. We plan on keeping our customers satisfied and a long term relationship. I am available if you would like to contact me. Thank you
[redacted]
General Manager
Auffenberg Chrysler
B XXX XXX-XXXX