Initial Business Response /* (1000, 9, 2016/01/20) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@[redacted]
First of all, we would like to acknowledge that [redacted] is upset and although we had no ill intent he feels that he has...
received less than satisfactory service. I also want to be clear that I am speaking on behalf of King Mazda and not directly to his issues with [redacted].
I was made aware of his issues after several negative comments were posted on social media and asked that one of our (King Mazda) customer contact personnel reach out to [redacted] to get his account of the situation. She was able to build a rapport with him and informed me of the issues that he stated he had with the car, [redacted], and our service department. She explained to him that I wanted to resolve his concerns and would contact [redacted] on his behalf. After a few conversations it was my understanding that all concerns were repaired with the exception of his GPS unit which he feels should have more detail (or be updated with better road/highway details). I talked with [redacted] and gave him a couple options to consider on how King Mazda could make it up to him. The first option was to trade him out of his current car. The second was for the two of us to come up with something that King Mazda could do if decided not to trade.
He decided that he would look at trading his car for a new [redacted] so I invited him and his wife to come in and see me. They came in at the end of November (I believe the 30th) and we talked for some time during which I apologized for his experience and, again, said I wanted to make it up to him. Upon selecting and test driving a new vehicle, we presented him with an offer to trade out of his current vehicle. That offer included a promotion that wasn't yet available, a winter tire package and a trade value that exceeded the market value for his car. He and his wife left to consider the offer which they appeared to be happy with in the store. Not sure if it was the following day but within a couple days, [redacted] returned to the store upset saying that the offer we gave him was available to anyone and that there was nothing special about what he was receiving. I tried to discuss it with him but he was upset and walked away from me without any interest in listening. [redacted] Our [redacted] offered to go to his house in an attempt to make peace and to discuss the offer with him without any success. I truly understand that he wasn't satisfied with the offer and doesn't believe that he received anything special but I can assure you that he was presented a great deal with no other intention than to make up for his experience with both us and [redacted].
As for resolving his concerns, one of our technicians can road test his vehicle and determine if it is operating as intended. It would, however, be irresponsible for obvious reasons to say that his car will never have issues in the future. I will also offer to repair his trunk handle if possible. I am not aware of the specific problem with it but we will gladly take a look at it. Unfortunately, I cannot resolve his concerns with [redacted] other than I would be happy to speak to them on his behalf.
Initial Consumer Rebuttal /* (3000, 11, 2016/01/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is important to me that I clarify a few points. The dealership promised me the opportunity to respond to a customer service questionnaire which I never received. The dealership promised me that they had worked with [redacted] to make me a "special" offer on the trade in they had proposed. As near as I could determine, there was no part of the offer that was "special". The dollar offer on my car was what I would have expected on a trade in and there was no reduction in the price of the [redacted]. As Apparently the "special" part of the offer was 4 winter tires (ON RIMS) and an [redacted]. My brother in law had purchased a [redacted] a short time before and received the tire package and the [redacted] was an incentive on the King Mazda website.
[redacted] is absolutely correct that when I returned to the dealership I expressed my displeasure and left without listening to anything he had to say. Within a few hours the [redacted] showed up at my door. He did seem to honestly want to resolve the issue. Frankly I was on board with everything he said until he told me that considering how upset I seemed to be he would sweeten the deal with RIMs for the winter tires. I do not feel comfortable going to the dealership, but must till my warranty runs out. Clearly there is nothing the dealership feels they can do for me. At this point I will be satisfied with receiving a customer service questionnaire that I can fill out and return.
Initial Business Response /* (1000, 9, 2016/01/20) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@[redacted]
First of all, we would like to acknowledge that [redacted] is upset and although we had no ill intent he feels that he has...
received less than satisfactory service. I also want to be clear that I am speaking on behalf of King Mazda and not directly to his issues with [redacted].
I was made aware of his issues after several negative comments were posted on social media and asked that one of our (King Mazda) customer contact personnel reach out to [redacted] to get his account of the situation. She was able to build a rapport with him and informed me of the issues that he stated he had with the car, [redacted], and our service department. She explained to him that I wanted to resolve his concerns and would contact [redacted] on his behalf. After a few conversations it was my understanding that all concerns were repaired with the exception of his GPS unit which he feels should have more detail (or be updated with better road/highway details). I talked with [redacted] and gave him a couple options to consider on how King Mazda could make it up to him. The first option was to trade him out of his current car. The second was for the two of us to come up with something that King Mazda could do if decided not to trade.
He decided that he would look at trading his car for a new [redacted] so I invited him and his wife to come in and see me. They came in at the end of November (I believe the 30th) and we talked for some time during which I apologized for his experience and, again, said I wanted to make it up to him. Upon selecting and test driving a new vehicle, we presented him with an offer to trade out of his current vehicle. That offer included a promotion that wasn't yet available, a winter tire package and a trade value that exceeded the market value for his car. He and his wife left to consider the offer which they appeared to be happy with in the store. Not sure if it was the following day but within a couple days, [redacted] returned to the store upset saying that the offer we gave him was available to anyone and that there was nothing special about what he was receiving. I tried to discuss it with him but he was upset and walked away from me without any interest in listening. [redacted] Our [redacted] offered to go to his house in an attempt to make peace and to discuss the offer with him without any success. I truly understand that he wasn't satisfied with the offer and doesn't believe that he received anything special but I can assure you that he was presented a great deal with no other intention than to make up for his experience with both us and [redacted].
As for resolving his concerns, one of our technicians can road test his vehicle and determine if it is operating as intended. It would, however, be irresponsible for obvious reasons to say that his car will never have issues in the future. I will also offer to repair his trunk handle if possible. I am not aware of the specific problem with it but we will gladly take a look at it. Unfortunately, I cannot resolve his concerns with [redacted] other than I would be happy to speak to them on his behalf.
Initial Consumer Rebuttal /* (3000, 11, 2016/01/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is important to me that I clarify a few points. The dealership promised me the opportunity to respond to a customer service questionnaire which I never received. The dealership promised me that they had worked with [redacted] to make me a "special" offer on the trade in they had proposed. As near as I could determine, there was no part of the offer that was "special". The dollar offer on my car was what I would have expected on a trade in and there was no reduction in the price of the [redacted]. As Apparently the "special" part of the offer was 4 winter tires (ON RIMS) and an [redacted]. My brother in law had purchased a [redacted] a short time before and received the tire package and the [redacted] was an incentive on the King Mazda website.
[redacted] is absolutely correct that when I returned to the dealership I expressed my displeasure and left without listening to anything he had to say. Within a few hours the [redacted] showed up at my door. He did seem to honestly want to resolve the issue. Frankly I was on board with everything he said until he told me that considering how upset I seemed to be he would sweeten the deal with RIMs for the winter tires. I do not feel comfortable going to the dealership, but must till my warranty runs out. Clearly there is nothing the dealership feels they can do for me. At this point I will be satisfied with receiving a customer service questionnaire that I can fill out and return.