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. I am just so upset that they are now saying that I am changing the story. Tito [redacted] himself admitted that he did not inform me the warranty would not cover the damage. They apologized, but said there was nothing they could do since the car was already repaired. They said the parts were already there and that due to their mistake and failure to inform me of the costs they would let me pay only for the parts. Tito [redacted] admitted in front of me that he failed to inform me of the costs and that damage would not be covered by warranty, they just said nothing could be done because repairs were already made. I do not understand why they are being so unprofessional by denying it now and saying I am changing the story. I had never heard of such a reputable business as Dodge doing such unprofessional things. It is now my word against them and what can I do now? I am just a customer.[Provide details of why you are not satisfied with this resolution.]
Regards,
Hello, my name is Ken F[redacted] (service manager at Burns Motors) I was made aware of Mr [redacted]'s concern after
conversation with Tito [redacted] (advisor handling case) and Mr [redacted] on Monday (9-14). I am sorry about the
unfortunate issue that happened to their car, but the concern...
that happened was caused by water in the gas tank,which is not a manufacture defect and therefore cannot be covered under the terms of the warranty. Tito informed Mr.
[redacted] as soon as this was discovered, and also informed him that we have a sample of the contaminated fuel if he would
like to see it, he then also informed him that the manufacturer would not cover this, as it is not a defect. Mr [redacted] said to
repair because they need their vehicle. So Tito advised technician to repair as requested. Mr [redacted] arrived to pick up car and
was surprised that there was a repair bill and that's when I got involved. Tito, myself, and Mr [redacted] discussed the conversation
that Tito had with Mr [redacted] and they both agreed that Tito made it aware to Mr [redacted] that this is not a warranty issue and
that Mr [redacted] would be responsible for paying for the repair, and Mr [redacted] acknowledged that he understood that he is responsible
for the repair. We went over their conversation several times and Mr [redacted] agreed that he was aware and gave Tito authorization to repair.
So I don't understand know why he is changing his story. He told us that money is short and he does not have it to pay, so I did offer him a
significant discount and even with that he said he did not have it to pay. I asked Mr [redacted] why he authorized repairs if he knew he did not
have the money to pay for repairs, he just shrugged his shoulders. I feel like offering the discount they we offered is being very fair, and will
keep offer there for the [redacted]'s. I am sorry that they weren't prepared for this, but don't appreciate that their story has changed because they
were clearly aware that there was a charge for repairs.
Thank you
Ken F[redacted], Burns Motors
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. I am just so upset that they are now saying that I am changing the story. Tito [redacted] himself admitted that he did not inform me the warranty would not cover the damage. They apologized, but said there was nothing they could do since the car was already repaired. They said the parts were already there and that due to their mistake and failure to inform me of the costs they would let me pay only for the parts. Tito [redacted] admitted in front of me that he failed to inform me of the costs and that damage would not be covered by warranty, they just said nothing could be done because repairs were already made. I do not understand why they are being so unprofessional by denying it now and saying I am changing the story. I had never heard of such a reputable business as Dodge doing such unprofessional things. It is now my word against them and what can I do now? I am just a customer.[Provide details of why you are not satisfied with this resolution.]
Regards,
Hello, my name is Ken F[redacted] (service manager at Burns Motors) I was made aware of Mr [redacted]'s concern after
conversation with Tito [redacted] (advisor handling case) and Mr [redacted] on Monday (9-14). I am sorry about the
unfortunate issue that happened to their car, but the concern...
that happened was caused by water in the gas tank,which is not a manufacture defect and therefore cannot be covered under the terms of the warranty. Tito informed Mr.
[redacted] as soon as this was discovered, and also informed him that we have a sample of the contaminated fuel if he would
like to see it, he then also informed him that the manufacturer would not cover this, as it is not a defect. Mr [redacted] said to
repair because they need their vehicle. So Tito advised technician to repair as requested. Mr [redacted] arrived to pick up car and
was surprised that there was a repair bill and that's when I got involved. Tito, myself, and Mr [redacted] discussed the conversation
that Tito had with Mr [redacted] and they both agreed that Tito made it aware to Mr [redacted] that this is not a warranty issue and
that Mr [redacted] would be responsible for paying for the repair, and Mr [redacted] acknowledged that he understood that he is responsible
for the repair. We went over their conversation several times and Mr [redacted] agreed that he was aware and gave Tito authorization to repair.
So I don't understand know why he is changing his story. He told us that money is short and he does not have it to pay, so I did offer him a
significant discount and even with that he said he did not have it to pay. I asked Mr [redacted] why he authorized repairs if he knew he did not
have the money to pay for repairs, he just shrugged his shoulders. I feel like offering the discount they we offered is being very fair, and will
keep offer there for the [redacted]'s. I am sorry that they weren't prepared for this, but don't appreciate that their story has changed because they
were clearly aware that there was a charge for repairs.
Thank you
Ken F[redacted], Burns Motors