Cradles To Crayons Daycare and Nursery

Dear ***,We are attempting to grant the customer's request of
trading out of this vehicle, pending finance approval and vehicle selection
Customers current concerns are powertrain relatedThe vehicle has coverage up
to 100,miles for these concernsWe have offered her a 50% off deal on
the
purchase of an extended powertrain warranty with nothing down, and a month
payment optionWe have also offered to pay the diagnosis of her concerns with
another authorized Chrysler dealerShe is currently exploring the trade
optionSincerely,*** ***Executive Assistant to *** ***, PresidentWest Herr Automotive Group

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I can buy a Ford Escape at many dealerships. The car is not the issue
here, as I said in the initial complaint. I have voice recordings of
West Herr saying they would “take the car back and call it a wash”. That
is what you were supposed to do according to my last conversation with
Ross [redacted] (again I have proof). I waited a week after that agreement
for you to pick up the car with no contact with West Herr before I sent
letters to them. I received a denial letter from the lender on the
contract at hand. And West Herr resubmitted it with the same lender.
When I talked to the lender and said that this contract was denied and
you were supposed to pick up the car they said that I would have to talk
to West Herr about the problem. I only took the 4 payments because
after the fact you submitted a dead contract and somehow got it bought.
And it was not graciously accepted. Also because West Herr said that
they wouldn’t take the car back because they sold my trade in before the
contract was approved and couldn’t take that much of a hit. Regards, [redacted]

We apologize for the delay in sending out Mr. [redacted]'s refund check.  The check was sent via FedEx to his residence, and he should be in receipt of it.

I am sorry for the delay in handling Mr. [redacted]'s concerns.  A $300 service credit and free oil and filter change have already been sent to him via FedEx.  It is our understanding that Mr. [redacted] is satisfied with our resolution.   Sincerely,Annette [redacted]   Executive...

Assistant West Herr Automotive Group

This transaction started out as [redacted] and [redacted] came in to purchase a 2016 Dodge Ram on 08/26/2016. We made a mistake with the financing and called them immediately and told them of our error. We explained that when we quoted them payments, we did with a balloon amount in their new finance payments,...

which was wrong to the amount of approx. 15,700 which is why the payment was more affordable.  In order to remedy this situation, we reduced the price of our truck approx. $7000 in order to make up for our error. We have always admitted fault in this matter and because we are West Herr and customer satisfaction is our most paramount objective, we went ahead and offered that to our customers. After going back and forth our customers had a final request. On 08/29/2016 they really wanted to make sure that this vehicle had back up camera. Our customers had also said in order to get to their payment goal that they would put down $500 plus transfer of plate fees. That amount came to a total of $510.00. When we sell aftermarket accessories we fully disclose the price written on all available paperwork so our customers know what they are getting and what it cost. They had agreed to a certain payment and when they wanted a back up camera we discounted the vehicle of the cost of the back up camera so the payment wouldn’t change. When it came time to sign the paperwork, the customers questioned the why the cost of the camera was $510 and why they were paying for it. The camera RETAILS FOR $595 and we reduce it to cost as West Herr was lowering the price of the truck they purchased so that the payment wouldn’t change. Upon signing all of the final paperwork, the customers questioned why they were paying for the camera and we talked and said that they weren’t because after we added the back up camera their agreed upon payment hadn’t changed. The customers felt they were paying for the camera because the COD was $510 and the reduced price of the camera was $510 they had felt they were paying for it. Even after we agreed to the payment they had been told, after they told us they wanted the back up camera to be happy, and we agreed to that, and their payment hadn’t changed, we went ahead with the deal and signed all paperwork and they took delivery of the vehicle on 08/31/2016. After delivery we ordered the camera and again, we dropped the ball and didn’t call our customer and let them know that the camera had come in until 09/09/2016. We set up an appointment to have the camera installed and it took longer than expected. We had communicated with [redacted] and [redacted] and agreed that we didn’t want to rush the job and to get it done right. We kept the car overnight and agreed to take the car to them in Lockport on 09/10/2016. When our lot staff went to take the car them, they got lost and it took longer then we had agreed to. This upset and customers and rightfully so. Again we had an opportunity to try and make this situation right and we didn’t. After that our customers still were not satisfied and we had agreed to meet with them. On 09/19/2016 myself, the General Manager and the Director of Variable Operations and make sure that we try to hash this out. We met the customers in Lockport at our Lockport location and admitted that we had really dropped the ball throughout this whole transaction and wanted to clear the air. When we mess up which we had, we wanted to make sure that there was nothing left that they had concerns for and try to move on as amicably as possible. At that point they had a concern with the detail job that had been done and we agreed that we would have the vehicle re-detailed and we would Simonize the vehicle at no cost to our customer and a kind of peace offering. At that point we had asked repeatedly if there was anything else that we could do and [redacted] and [redacted]’s response was no. We had brought up the $$ for the back up camera and [redacted]’s response was I didn’t come to here to do that. Then we both agreed that we will re-detail the vehicle and we parted ways. We said because the were closest to Lockport, they would deal with the GM at the Honda store to re-detail the truck. On 09/21/2016 They had the truck detailed and our customer wasn’t happy with that detail. So after that we called the best detail company in the city and made them an appointment. We’ve called them now no less than 5 times and we haven’t received a return phone call to confirm their appointment with the out sourced detail company as of 09/28/2016. I recommend at this point we refund the $510 so we can consider this matter closed and all move on.

There were many options that would accommodate this complaint. I wasn't sure which to choose. Please follow up with the Company.

I will look into the matter and contact the customer within the next fue days, if all the facts are as he states I will mail him a check. Fred R[redacted] GM West Herr Dodge.