Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below URSE’s last response stated that I didn’t understand the numbers How can that be when the numbers are clearly supported by the documents that I provided? The MSRP/sale price as compared to the MSRP window sticker is clearly misleading Nowhere in any of the sales documents does it disclose a charge for a bed liner and/or paint and fabric protectant, yet after months of inquisition, that’s what I was finally told the inflated MSRP was a representation of How can a car dealership charge a customer for a specific product or service and not have it disclosed in any of the documentation related to the sale? Maybe what I don’t understand is that WV law does allow dealerships to misrepresent a MSRP and charge for products/services without disclosing the price of those products/services If that is the case, then a valuable legal and integrity lesson has been learned However, since URSE has not adequately answered these issues and questions that I have raised, I have formally filed a complaint with the West Virginia Attorney General’s Office to report these practices Regards, [redacted]
Date: 12/11/ To: Revdex.com/Canton Regional and Greater West Virginia From: Urse Dodge Tygart Mall Loop Whitehall, WV Reason: [redacted] Complaint [redacted] The customer had an invalid driver license, therefore we could not put her in a rental car You must have a valid drivers license to drive a vehicle Once her drivers license is valid we will be more than happy to place the customer in a rental car while we fix their vehicle I called and left a message for the customer to return my call on 12/11/at 1:30pm Joe UrseUrse Automotive Group [redacted]
Date: 12/11/To: Revdex.com customer complaint From: Urse DodgeTygart Mall LoopWhitehall, WV Re [redacted] complaint After digging into Mr [redacted] complaint I did in fact find his statement to be true The original tech that performed the work had been off due to a back injury and therefore that put us at a shortage in transmission techs Its not that we did not care about the customer we had a major lack of communication We have sent a check out to Mr [redacted] on Monday 12/for the amount of $which is reimbursement for us rebuilding the transmission that was still inoperable due to a part being installed incorrectly [redacted] ***Urse Automotive GroupService and Parts [email protected]
YesMorgantown Fiat took *are of all of my problems so farThey ordered a new ba*k-up *amera for my FiatDale in the servi*e department has been more than a**omendatingI would like for you to relay that I was more upset with the Fairmont Dealership than the one in MorgantownThe dealership in Fairmont is the department that *harged me for the repla*ement bulbs, (one) the driving light was the wrong bulb and (two) the brake light that blew out right after they repla*ed itThank you for taking *are of this issueI am more than satisfied with the results with Morgantown Fiat[redacted]
We have had the opportunity to review the complaint along with the square proposal the customer has sent us that was used to negotiate the deal The customer was negotiating on 12/15/on a vehicle that we did not have in stockThis is a common practice as we are often able to trade inventory with other dealerships to meet a customers request We list each of our vehicles at MSRP plus $plus any additional accessories that are added prior to purchaseThe $covers paint and fabric protection that is applied at the dealershipWe represented this vehicle to have a list price of $and that we would sell the vehicle for $after incentivesWe also offered $for the customers tradeThese numbers were verified by the agreement we were able to print out of our CRM database from 12/15/as well as by the square agreement the customer recently sent us that he was in possession of The MSRP of this truck is $plus $plus an additional $for a bedliner the customer requestedThat brings total list price to $As stated above, the square the customer has that he is questioning shows we agreed to sell the truck for $and offer $on trade The actual purchase agreement that the customer signed during consummating the deal on 12/19/was actually for a selling price of $This is found by subtracting line ($37250) from line ($5250)In WV incentives are required to be non taxed and therefore separated on the buyers order, but the customer actually paid $37250-$(incentives) = $and did receive the $on trade, as shown on line We contracted this customer at $less than we had agreed to as shown by the square he has sent to support to his claimWe do not enjoy nor anticipate to have disputes on price or regarding to what was agreed to in a dealHowever, in this case each document shows that the customer paid $for the truck and received $for his trade and these were the agreed upon terms prior to us going to get the vehicle for him and on 12/19/when we actually contracted the dealThe customer makes mention that before contracting he again asked for a lesser price and was again told that these were our final terms
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Dear M [redacted] Thanks for sending this concern to our attention at Urse Dodge Inc. I have researched this information and am happy to report that the reason Mr. [redacted] is being contacted is that the vehicle that has a balance due to Urse Dodge of $1,649.26 is for a Jeep... Liberty that his daughter and wife had purchased and subsequently had repaired at Urse Dodge. The vehicle was abandoned at our establishment leaving both the aforementioned balance and vehicle in our possession. The individuals that purchased this vehicle wer [redacted] and [redacted] and were identified as living at [redacted] ***. We have attempted numerous times to reach [redacted] and A [redacted] *ia phone, but have not heard back from them. As such we have sent letters to the address above asking that the outstanding balance be paid in-full and that the vehicle be removed from our property. If we do not hear back fro [redacted] we intend to apply for a Dealer Title to dispose of the vehicle and settle the outstanding balance. In speaking with the lende [redacted] this vehicle has gone through the repossession process, but written off due to an outstanding balance due to Urse Dodge. If Mr. [redacted] has any contact with these individuals it would be best if they would contact us immediately so we can settle the outstanding bill and for them to pick-up their bill. Respectfully, Matt Urse General Manager Urse Dodge Inc. 304-363-9300 x-2140 [email protected]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] They called me that day and tried to have me bring it back for service and we set up an arrangement they were going to bring me a rental to my work and take my ***They called me several times that day then said they needed my insurance information which I gave them then my insurance company called and said the rental should come with insuranceThey then called me back and my birthday was the previous day so I hadn't made it to the dmv to renew my license she said she didn't think they could give me a rental thenShe told me she was gonna call me right back after she spoke with the manager I asked her if I could just speak with him because I've been trying to reach him for over a month she then said I don't know if he's even hereAfter that she never called me back and it's been days now and I haven't gotten a call from any of them
Ms***,I wanted to let you know we have received your letter and the concerns you have brought to our attention I have asked my Service Manager ( [redacted] ) to reach out to you to schedule a repair visit for us to look at these concerns I have also authorized them to put you in a rental vehicle while we have your [redacted] in Service I am committed to keeping the vehicle no more than two days and for us to make every effort to resolve this leak issue this visit I will provide further information on this claim once this visit has occurred Thanks,Matt Urse
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I have read the request for additional compensation and am not willing to agree to this request All issues to my knowledge with respect to the matters brought to our attention in the initial complaint have been resolved I am considering this matter closed and will not be responding to further notices It's clear that unless our dealership pays the money requested by the consumer it will not satisfy them My offer for the gas cards still stands through the end of the month *** ***
After receiving *** *** response I dug into this matter more to find out that one of our employees inadvertently closed down another customers balance with the last name of *** to wrong account I do apologize for the inconvenience in this matter and will be sending out a letter indicating that nothing is due fro* *** ***
My apologies for the confusion in this matter
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I also spoke with the Owner MrDoug Urse yesterday and we were able to come to an agreementThey have already made good on their offer of an extended service contract and I feel that is satisfactory.
Regards,
*** ***
Dear *** I am writing in response to the complaint filed by the *** *egarding the purchase of a pre-owned Jeep Wrangler Unlimited The vehicle had a certified pre-owned inspection completed at our dealership on 2/27/ This inspection is used to determine if a vehicle
meets the requirements to be certified Once the inspection is completed the pre-owned vehicle manager has to agree to certify it and in-turn process the certification paperwork through the manufacturer This designation allows the next owner extended warranty coverage, roadside assistance, and next day rental coverage for warranty repairs It is our belief that this is a great added value to pass along to our customers whenever it's possible The Jeep Wrangler identified in the consumer notice *** *** passed all of FCA's certified pre-owned vehicle checklist as indicated by the technician that completed the inspection (see attached) on 2/27/ Our organization held a pre-owned sale during the dates of 3/- 3/ This Jeep was purchased at the sale as a certified pre-owned Jeep Previous to purchasing the Jeep, our customer looked at the vehicle the evening prior to purchasing it They then returned the next day and spent a lot of time with the salesperson negotiating the terms of a deal and inspecting the vehicle The salesperson took the time to go through the whole vehicle, including the jack compartment, speaker compartments, under the seats, all other interior portions of the vehicle To the best of our knowledge there was no water or condensation in the Jeep at the time of delivery, or during our technicians inspection.The customer did notice a small dent on the exterior during this process and asked if we would be willing to repair it We agreed that we would do so Once the customer agreed to purchase we included in writing that we would repair the dent This document is called a "We Owe" and states that nothing else is owed or promised We know that sometimes on a car lot a small ding or dent can occur We are confident it did not exist during the inspection on 2/27/16, but certainly could have occurred while on our lot The signed We Owe is included.Our customer called into the dealership the day after their purchase, 3/11/16, with various concerns regarding their Jeep It was explained to them that they should direct any concerns or questions to *** *** the pre-owned sales manager ***e made numerous attempts to contact the customer that day and the next with no response from the customer Eventually, they did speak to ***e and our finance manager at our Morgantown location and stated that they have water in the jack compartment and what they believe to an old jack in the vehicle We asked to have the vehicle brought into our service department Upon receiving the Jeep it was clearly evident that the Wranglers top was not put on properly The bolts in the back of the top were tightened down way too tight and the clips in the front were not affixed properly This would without a doubt cause the seal to be damaged, as this is a very common occurrence for new Wrangler owners Our customer did state to *** that they had the panels off We agreed to replace the seal and repair this as well as supplying a new jack to the customer Our service department has replaced the seal, installed a new jack, and repaired the dent We have repaired each of the customers concerns without asking for any payment or deductible from the customer and consider this matter closed.Respectfully,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below:I asked for the service manager to call me the following day to address my concerns and he hasn't called me as of 5-21- I feel like I wasn't treated properlyWhen I picked the vehicle up I had to walk all the way to the back of the building to find it and it was scratchedI just feel that someone from Urse Dodge should have already contacted meI love my vehicle and would just like to have it fixed.
Regards,
*** ***
On occasion we do direct mail to our customers and conquest customers.This is a very effective method to advertise to customers that may be in the market *** *** is in our data base for service work he had done at our Morgantown location Therefore when we do a data base mailer he is
on the list We have marked him do not mail to, we have also deleted his address and phone number from our DMS computer system However there is no guarantee that we will never mail him again or call him again If we do a conquest mailer as mentioned above that is a list provided normally from ** *** data who buys customer information from the DMV If we select the type of criteria that *** fits in there is no way of deleting his name and information from getting our mail.*** said he gets regular mailings from us, which can not be the case because we have not done a direct mail sale in about a year If Chrysler Corporation sends him information I can not control nor stop that If another Chrysler or none Chrysler dealer sends him Direct mail we can not control that nor stop that I feel that he must have us confused with other mailing he is getting If he can show me something that I have sent him other then the buy back mailer we just did this month I would be able to look into it further The phone calls that he received were from me Doug Urse asking him if he was interested in either trading his car in, or to just sell it back to us *** stated that he has called in about six times I have looked in our phone recording system that goes back years and there are no calls from him to us complaining about any type of mailer There is a few phone calls surrounding the time that he had a service appointment One thing he may do is contact ** *** and let them know that he does not own that vehicle any longer There is still no guarantee that he will not receive mail from us or another dealer I am sorry that he is getting so upset about mail being sent to him In closing again if he has something that can be sent to you then you forward it to me I would be more then happy to look into if further.Doug Urse
The complaint from the customer was documented improperly on the repair order (reversed from driver side to passenger side), however, the technician did find a leak on the passenger side and believed the water to be running onto the driver side. The leak was repairedIf there is
another leak then obviously we'd like an opportunity to address whatever the concern maybe. The customers complaint of drivers side was never addressed or talking to the tech which was Louis said he check both sides and there was only water on passenger side. My service manager made me aware of the fact that the damage could be addressed by our quick fix team and we are willing to address it. My service Manager Doug S*** will personally be contacting this customer to resolve their concerns.Regards,Matt Urse
Brought customer in to diagnose the issue After diagnosis we determined that the engine, which was installed elsewhere had in-fact been incorrectly installed, thus damaging the transmission torque converter and pump Consequently, we priced a re-manufactured transmission from MOPAR and
installed in the the customers vehicle After installation the vehicle was test driven and is performing as designed It is requested that this incident/complaint be documented as resolved
We have responded to this complaint. We feel what we have explained is clear and correct. We are very sorry the customer doesn't understand how the numbers come about
I have spoken to the customer and agreed that there was miscommunication regarding a lease versus buy retail contractThe customer feels that the leasing options were not explained in a way that were easy to understandWe make every effort to offer each customer the choice of how to purchase their
vehicle with what suits them bestIn this case it may have been unclearI have reviewed the lease versus buy options with the customer and provided them with an Extended Service Contract on their vehicle at no charge to them for the misunderstanding
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below URSE’s last response stated that I didn’t understand the numbers How can that be when the numbers are clearly supported by the documents that I provided? The MSRP/sale price as compared to the MSRP window sticker is clearly misleading Nowhere in any of the sales documents does it disclose a charge for a bed liner and/or paint and fabric protectant, yet after months of inquisition, that’s what I was finally told the inflated MSRP was a representation of How can a car dealership charge a customer for a specific product or service and not have it disclosed in any of the documentation related to the sale? Maybe what I don’t understand is that WV law does allow dealerships to misrepresent a MSRP and charge for products/services without disclosing the price of those products/services If that is the case, then a valuable legal and integrity lesson has been learned However, since URSE has not adequately answered these issues and questions that I have raised, I have formally filed a complaint with the West Virginia Attorney General’s Office to report these practices Regards, [redacted]
Date: 12/11/ To: Revdex.com/Canton Regional and Greater West Virginia From: Urse Dodge Tygart Mall Loop Whitehall, WV Reason: [redacted] Complaint [redacted] The customer had an invalid driver license, therefore we could not put her in a rental car You must have a valid drivers license to drive a vehicle Once her drivers license is valid we will be more than happy to place the customer in a rental car while we fix their vehicle I called and left a message for the customer to return my call on 12/11/at 1:30pm Joe UrseUrse Automotive Group [redacted]
Date: 12/11/To: Revdex.com customer complaint From: Urse DodgeTygart Mall LoopWhitehall, WV Re [redacted] complaint After digging into Mr [redacted] complaint I did in fact find his statement to be true The original tech that performed the work had been off due to a back injury and therefore that put us at a shortage in transmission techs Its not that we did not care about the customer we had a major lack of communication We have sent a check out to Mr [redacted] on Monday 12/for the amount of $which is reimbursement for us rebuilding the transmission that was still inoperable due to a part being installed incorrectly [redacted] ***Urse Automotive GroupService and Parts [email protected]
YesMorgantown Fiat took *are of all of my problems so farThey ordered a new ba*k-up *amera for my FiatDale in the servi*e department has been more than a**omendatingI would like for you to relay that I was more upset with the Fairmont Dealership than the one in MorgantownThe dealership in Fairmont is the department that *harged me for the repla*ement bulbs, (one) the driving light was the wrong bulb and (two) the brake light that blew out right after they repla*ed itThank you for taking *are of this issueI am more than satisfied with the results with Morgantown Fiat[redacted]
We have had the opportunity to review the complaint along with the square proposal the customer has sent us that was used to negotiate the deal The customer was negotiating on 12/15/on a vehicle that we did not have in stockThis is a common practice as we are often able to trade inventory with other dealerships to meet a customers request We list each of our vehicles at MSRP plus $plus any additional accessories that are added prior to purchaseThe $covers paint and fabric protection that is applied at the dealershipWe represented this vehicle to have a list price of $and that we would sell the vehicle for $after incentivesWe also offered $for the customers tradeThese numbers were verified by the agreement we were able to print out of our CRM database from 12/15/as well as by the square agreement the customer recently sent us that he was in possession of The MSRP of this truck is $plus $plus an additional $for a bedliner the customer requestedThat brings total list price to $As stated above, the square the customer has that he is questioning shows we agreed to sell the truck for $and offer $on trade The actual purchase agreement that the customer signed during consummating the deal on 12/19/was actually for a selling price of $This is found by subtracting line ($37250) from line ($5250)In WV incentives are required to be non taxed and therefore separated on the buyers order, but the customer actually paid $37250-$(incentives) = $and did receive the $on trade, as shown on line We contracted this customer at $less than we had agreed to as shown by the square he has sent to support to his claimWe do not enjoy nor anticipate to have disputes on price or regarding to what was agreed to in a dealHowever, in this case each document shows that the customer paid $for the truck and received $for his trade and these were the agreed upon terms prior to us going to get the vehicle for him and on 12/19/when we actually contracted the dealThe customer makes mention that before contracting he again asked for a lesser price and was again told that these were our final terms
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Dear M [redacted] Thanks for sending this concern to our attention at Urse Dodge Inc. I have researched this information and am happy to report that the reason Mr. [redacted] is being contacted is that the vehicle that has a balance due to Urse Dodge of $1,649.26 is for a Jeep... Liberty that his daughter and wife had purchased and subsequently had repaired at Urse Dodge. The vehicle was abandoned at our establishment leaving both the aforementioned balance and vehicle in our possession. The individuals that purchased this vehicle wer [redacted] and [redacted] and were identified as living at [redacted] ***. We have attempted numerous times to reach [redacted] and A [redacted] *ia phone, but have not heard back from them. As such we have sent letters to the address above asking that the outstanding balance be paid in-full and that the vehicle be removed from our property. If we do not hear back fro [redacted] we intend to apply for a Dealer Title to dispose of the vehicle and settle the outstanding balance. In speaking with the lende [redacted] this vehicle has gone through the repossession process, but written off due to an outstanding balance due to Urse Dodge. If Mr. [redacted] has any contact with these individuals it would be best if they would contact us immediately so we can settle the outstanding bill and for them to pick-up their bill. Respectfully, Matt Urse General Manager Urse Dodge Inc. 304-363-9300 x-2140 [email protected]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] They called me that day and tried to have me bring it back for service and we set up an arrangement they were going to bring me a rental to my work and take my ***They called me several times that day then said they needed my insurance information which I gave them then my insurance company called and said the rental should come with insuranceThey then called me back and my birthday was the previous day so I hadn't made it to the dmv to renew my license she said she didn't think they could give me a rental thenShe told me she was gonna call me right back after she spoke with the manager I asked her if I could just speak with him because I've been trying to reach him for over a month she then said I don't know if he's even hereAfter that she never called me back and it's been days now and I haven't gotten a call from any of them
Ms***,I wanted to let you know we have received your letter and the concerns you have brought to our attention I have asked my Service Manager ( [redacted] ) to reach out to you to schedule a repair visit for us to look at these concerns I have also authorized them to put you in a rental vehicle while we have your [redacted] in Service I am committed to keeping the vehicle no more than two days and for us to make every effort to resolve this leak issue this visit I will provide further information on this claim once this visit has occurred Thanks,Matt Urse
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I have read the request for additional compensation and am not willing to agree to this request All issues to my knowledge with respect to the matters brought to our attention in the initial complaint have been resolved I am considering this matter closed and will not be responding to further notices It's clear that unless our dealership pays the money requested by the consumer it will not satisfy them My offer for the gas cards still stands through the end of the month *** ***
After receiving *** *** response I dug into this matter more to find out that one of our employees inadvertently closed down another customers balance with the last name of *** to wrong account I do apologize for the inconvenience in this matter and will be sending out a letter indicating that nothing is due fro* *** ***
My apologies for the confusion in this matter
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I also spoke with the Owner MrDoug Urse yesterday and we were able to come to an agreementThey have already made good on their offer of an extended service contract and I feel that is satisfactory.
Regards,
*** ***
Dear *** I am writing in response to the complaint filed by the *** *egarding the purchase of a pre-owned Jeep Wrangler Unlimited The vehicle had a certified pre-owned inspection completed at our dealership on 2/27/ This inspection is used to determine if a vehicle
meets the requirements to be certified Once the inspection is completed the pre-owned vehicle manager has to agree to certify it and in-turn process the certification paperwork through the manufacturer This designation allows the next owner extended warranty coverage, roadside assistance, and next day rental coverage for warranty repairs It is our belief that this is a great added value to pass along to our customers whenever it's possible The Jeep Wrangler identified in the consumer notice *** *** passed all of FCA's certified pre-owned vehicle checklist as indicated by the technician that completed the inspection (see attached) on 2/27/ Our organization held a pre-owned sale during the dates of 3/- 3/ This Jeep was purchased at the sale as a certified pre-owned Jeep Previous to purchasing the Jeep, our customer looked at the vehicle the evening prior to purchasing it They then returned the next day and spent a lot of time with the salesperson negotiating the terms of a deal and inspecting the vehicle The salesperson took the time to go through the whole vehicle, including the jack compartment, speaker compartments, under the seats, all other interior portions of the vehicle To the best of our knowledge there was no water or condensation in the Jeep at the time of delivery, or during our technicians inspection.The customer did notice a small dent on the exterior during this process and asked if we would be willing to repair it We agreed that we would do so Once the customer agreed to purchase we included in writing that we would repair the dent This document is called a "We Owe" and states that nothing else is owed or promised We know that sometimes on a car lot a small ding or dent can occur We are confident it did not exist during the inspection on 2/27/16, but certainly could have occurred while on our lot The signed We Owe is included.Our customer called into the dealership the day after their purchase, 3/11/16, with various concerns regarding their Jeep It was explained to them that they should direct any concerns or questions to *** *** the pre-owned sales manager ***e made numerous attempts to contact the customer that day and the next with no response from the customer Eventually, they did speak to ***e and our finance manager at our Morgantown location and stated that they have water in the jack compartment and what they believe to an old jack in the vehicle We asked to have the vehicle brought into our service department Upon receiving the Jeep it was clearly evident that the Wranglers top was not put on properly The bolts in the back of the top were tightened down way too tight and the clips in the front were not affixed properly This would without a doubt cause the seal to be damaged, as this is a very common occurrence for new Wrangler owners Our customer did state to *** that they had the panels off We agreed to replace the seal and repair this as well as supplying a new jack to the customer Our service department has replaced the seal, installed a new jack, and repaired the dent We have repaired each of the customers concerns without asking for any payment or deductible from the customer and consider this matter closed.Respectfully,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below:I asked for the service manager to call me the following day to address my concerns and he hasn't called me as of 5-21- I feel like I wasn't treated properlyWhen I picked the vehicle up I had to walk all the way to the back of the building to find it and it was scratchedI just feel that someone from Urse Dodge should have already contacted meI love my vehicle and would just like to have it fixed.
Regards,
*** ***
On occasion we do direct mail to our customers and conquest customers.This is a very effective method to advertise to customers that may be in the market *** *** is in our data base for service work he had done at our Morgantown location Therefore when we do a data base mailer he is
on the list We have marked him do not mail to, we have also deleted his address and phone number from our DMS computer system However there is no guarantee that we will never mail him again or call him again If we do a conquest mailer as mentioned above that is a list provided normally from ** *** data who buys customer information from the DMV If we select the type of criteria that *** fits in there is no way of deleting his name and information from getting our mail.*** said he gets regular mailings from us, which can not be the case because we have not done a direct mail sale in about a year If Chrysler Corporation sends him information I can not control nor stop that If another Chrysler or none Chrysler dealer sends him Direct mail we can not control that nor stop that I feel that he must have us confused with other mailing he is getting If he can show me something that I have sent him other then the buy back mailer we just did this month I would be able to look into it further The phone calls that he received were from me Doug Urse asking him if he was interested in either trading his car in, or to just sell it back to us *** stated that he has called in about six times I have looked in our phone recording system that goes back years and there are no calls from him to us complaining about any type of mailer There is a few phone calls surrounding the time that he had a service appointment One thing he may do is contact ** *** and let them know that he does not own that vehicle any longer There is still no guarantee that he will not receive mail from us or another dealer I am sorry that he is getting so upset about mail being sent to him In closing again if he has something that can be sent to you then you forward it to me I would be more then happy to look into if further.Doug Urse
The complaint from the customer was documented improperly on the repair order (reversed from driver side to passenger side), however, the technician did find a leak on the passenger side and believed the water to be running onto the driver side. The leak was repairedIf there is
another leak then obviously we'd like an opportunity to address whatever the concern maybe. The customers complaint of drivers side was never addressed or talking to the tech which was Louis said he check both sides and there was only water on passenger side. My service manager made me aware of the fact that the damage could be addressed by our quick fix team and we are willing to address it. My service Manager Doug S*** will personally be contacting this customer to resolve their concerns.Regards,Matt Urse
Brought customer in to diagnose the issue After diagnosis we determined that the engine, which was installed elsewhere had in-fact been incorrectly installed, thus damaging the transmission torque converter and pump Consequently, we priced a re-manufactured transmission from MOPAR and
installed in the the customers vehicle After installation the vehicle was test driven and is performing as designed It is requested that this incident/complaint be documented as resolved
We have responded to this complaint. We feel what we have explained is clear and correct. We are very sorry the customer doesn't understand how the numbers come about
I have spoken to the customer and agreed that there was miscommunication regarding a lease versus buy retail contractThe customer feels that the leasing options were not explained in a way that were easy to understandWe make every effort to offer each customer the choice of how to purchase their
vehicle with what suits them bestIn this case it may have been unclearI have reviewed the lease versus buy options with the customer and provided them with an Extended Service Contract on their vehicle at no charge to them for the misunderstanding