Initial Business Response / [redacted] (1000, 10, 2015/02/11) */ I contacted the consumer today, 2/11/2015, and had a great conversationWe have resolved the concern over the telephone
Initial Business Response /* (1000, 10, 2015/02/11) */
I contacted the consumer today, 2/11/2015, and had a great conversation. We have resolved the concern over the telephone.
We apologize on behalf of Bob Caldwell for the situation in which [redacted] was put in on Saturday afternoon. I [redacted] received a call approximately 3:45 pm on Saturday after our shop was closed stating that customer could not get the vehicle out of reverse. We provided the...
customer with free loaner over the weekend until we were able to look at the vehicle Monday. We found Monday the shifter cable coming loose was the cause of the vehicle not engaging into Park. This can be debated if this was the cause of the previous repair but for the better of customer service we completed the repair and the customer was not charged any money. The zip ties that the customer has mentioned to fix the cable from coming loose is an extra preventative. There is a specific bolt that holds this cable in position and is the primary piece that was tightened to ensure the problem was resolved. The conversation and coordinating the Saturday loaner car and Monday repair was as far as I had previously been involved. In regards to the claim that we have now negatively impacted the alignment of the vehicle is inaccurate. There is no relation what-so-ever with the cable/ shifter and the alignment. I can not stress that this is a completely different part of the vehicle. If the customer had concerns with the alignment I wish they had spoken to either of our service managers or myself as we had resolved the previous issue and could very well explain this to them either on the phone or in person. In short we are not taking responsibility for the alignment nor feel that we should be refunding money for the 1st 2 repairs that has resolved the first 2 problems. For the sake of good customer service (and because the customer was inconvenienced this weekend) we would be willing to complete an alignment on the Grand Caravan for half the retail price. I hope the [redacted] finds this to be a suitable resolve.
Initial Business Response / [redacted] (1000, 10, 2015/02/11) */ I contacted the consumer today, 2/11/2015, and had a great conversationWe have resolved the concern over the telephone
Initial Business Response /* (1000, 10, 2015/02/11) */
I contacted the consumer today, 2/11/2015, and had a great conversation. We have resolved the concern over the telephone.
We apologize on behalf of Bob Caldwell for the situation in which [redacted] was put in on Saturday afternoon. I [redacted] received a call approximately 3:45 pm on Saturday after our shop was closed stating that customer could not get the vehicle out of reverse. We provided the...
customer with free loaner over the weekend until we were able to look at the vehicle Monday. We found Monday the shifter cable coming loose was the cause of the vehicle not engaging into Park. This can be debated if this was the cause of the previous repair but for the better of customer service we completed the repair and the customer was not charged any money. The zip ties that the customer has mentioned to fix the cable from coming loose is an extra preventative. There is a specific bolt that holds this cable in position and is the primary piece that was tightened to ensure the problem was resolved. The conversation and coordinating the Saturday loaner car and Monday repair was as far as I had previously been involved. In regards to the claim that we have now negatively impacted the alignment of the vehicle is inaccurate. There is no relation what-so-ever with the cable/ shifter and the alignment. I can not stress that this is a completely different part of the vehicle. If the customer had concerns with the alignment I wish they had spoken to either of our service managers or myself as we had resolved the previous issue and could very well explain this to them either on the phone or in person. In short we are not taking responsibility for the alignment nor feel that we should be refunding money for the 1st 2 repairs that has resolved the first 2 problems. For the sake of good customer service (and because the customer was inconvenienced this weekend) we would be willing to complete an alignment on the Grand Caravan for half the retail price. I hope the [redacted] finds this to be a suitable resolve.