Fletcher Jones Motorcars

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.
As a matter of factual information, the salesperson, [redacted], has never tried to contact anyone at our company since the vehicle was leased. I, [redacted], called [redacted] back at [redacted], during the times that she had indicated that she would be there and was told that she was not there. The lady that answered the call in her absence indicated that she would have her call me back on my cell phone [redacted]. So again, the dealer is providing misinformation. I can provide call records to dispute any confusion over the facts.The national Mercedes-Benz advertisement that the person writes about in the response is referring to the current program, not the one that was being advertised at the time of the vehicle lease.  So again, the dealer is providing misinformation.The license fee that would have been paid to the State of California to make our payment the same as our referring friend's payment (There license fee was included their lease payment) should have been refunded to us in a lower payment or in a check. This simply was placed into additional gross profit by the dealer. We had asked for the vehicle to be registered in California, however,[redacted] [redacted] told us it could not be licensed here because our company was a Florida Corporation. so again, the dealer is providing misinformation.The credit information provided in my first writing is factual. The response is merely made up of lies. And finally the cleanliness of the vehicle. I was told that if someone leases a new Mercedes-Benz SL550, it would be delivered clean. It wasn't delivered clean. SO again, the dealer is providing misinformation. In closing I respectfully requesting compensation for the facts that were originally outlined. 
Regards,
[redacted]

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.
The business tried to divert the issue to 'trust' and gave an offer that, they knew, is not feasible and I would not accept. As, in the original complaint, I proposed, the solution is to refund me of all amount paid for replacement parts which I calculated to be $4395.00. I am not going to dispute any amount paid toward labor (the total bill was over $8500.00). Their offer of $2000.00 is not even half of what I am seeking.Also, why should I not contact Revdex.com if I have an issue? This business have professional negotiator/CS managers talk to me to crush my voice and immediately close the issue. I also have complained to CA BAR.If the business refunds me full amount ($4395.00) I would close this case and will update CA BAR as well.Thank You
Regards,
[redacted]

[redacted]11:51 AM (45 minutes ago)to info, me Hello, below is our response for Mr. [redacted], please let me know once this is closed thank you.   To whom it may concern: Thank you for bringing this matter to our attention. Fletcher Jones Motorcar personnel take great...

pride in creating a  premier customer experience for all of our guests. As part of that experience our personnel clearly communicate all of the important details of each transaction to our guests both during the sale process as well as the final contract process. We have reviewed the customers complaint in this matter conducted our own investigation and respectfully must disagree with many of the customers contentions about the lease payoff issue on his [redacted] vehicle. The customer visited Fletcher Jones Motorcars on Sunday September 21, 2014 to negotiate the purchase of his [redacted] vehicle. At that time the customer advised the Fletcher Jones Motorcars staff that he had 8 remaining payments due on his leased [redacted] vehicle and that each monthly payment totaled $[redacted].  The total remaining amount due on the [redacted] lease was represented by the customer to total $[redacted] ( $[redacted] X 8 remaining payments). There is written documentation to support this position. Additionally, during the negotiation it was explained to the customer that Fletcher Jones Motorcars would make the 8 remaining payments that totaled $[redacted] to [redacted] on the customers behalf and the specific sum  of $[redacted] would be added to the sales contract for his purchase of the [redacted] vehicle. The customer acknowledged that he understood this and agreed to that sum. This is clearly itemized in the Retail Sales Installment contract which the customer signed. The customer has a copy of this contract as well which specifically sets forth on Section 1 line T of the contract that $[redacted] would be paid to [redacted] financial services for his leased [redacted] vehicle. This specific line itemizing that exact amount due to [redacted] was also initialed by the customer at the time the contract was finalized. Further as agreed in the written contract signed by the customer, Fletcher Jones Motorcars promptly issued a check in the amount of $[redacted] to [redacted] financial services regarding the customer’s leased [redacted] vehicle. That check was negotiated by [redacted] financial services as well. It is not clear exactly what the customer claimed  additional $[redacted] in charges due to [redacted] financial  services represent. The customer has not identified whether this sum represents late charges on his prior lease payments, excessive wear and tear on the leased vehicle, damage, mileage charges in excess of the stated amount on his [redacted] lease, missed payments or simply a failure on the customer’s part to properly identify the amount due to [redacted] financial services. Regardless of the reason what is clear is that the contract the customer negotiated and agreed to set forth a precise sum in dollar amounts that would be paid to [redacted] financial services and that sum was in fact provided by the customer and acknowledged by the customer in the contract.. For all of the reasons set forth above Fletcher Jones motorcars respectfully disagrees with this customer’s characterization of the events as well as his request that Fletcher Jones Motorcars pay to him $[redacted] which he has claimed are additional amounts due to [redacted] financial. Thank you for the opportunity to respond to this matter. Sincerely,[redacted]

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.
The response received from Fletcher Jones does not address my concerns in the least. I am not denying that I signed the contract, of which I have a copy myself. What I am contesting and am upset about is that a correct and verified payoff amount was not received from [redacted] prior to the contract being signed. The dealer "took my word for it" that I only had 8 payments of $[redacted]/month left. When I purchased the new car, I was truly unsure of how many payments were left. It would be ridiculous for Fletcher Jones to take my word for it as I am confident that most customers when making an unplanned purchase of a vehicle may not know the exact number of payments they owe. An official payoff amount should be gotten before finalization of a contract, and that is the number I presumed was on my contract which I initialed and signed. As such, the contract, in my viewpoint, when I signed it, was not representing what it should have. The Fletcher Jones response is completely off target, as my complaint deals with the unethical nature in which this contract was written, on the presumption that a true payoff amount was received from [redacted]. Clearly this was not done. My complaint also deals with the lack of communication this company provides when a dispute is of concern as I made numerous attempt to get in touch with the dealer and the multitude of "managers" and "specialists" they employ. When I did get in touch with the dealer, I was verbally accosted. Furthermore, the copy of the statement [redacted] sent me was forwarded to the dealership by text and they are quite ware that the $[redacted] I had quoted (actually $[redacted] not including taxes) were for remaining payments due. The total of the statement was $[redacted]. 
Regards,
[redacted]

Thank you for forwarding your correspondence and the attached customer complaint letter in connection with this matter. Please accept this correspondence as the formal  reply on behalf of Fletcher Jones Motorcars, (FJMC).As a preliminary matter please note that both the salesperson...

and I have attempted to reach the customer to discuss the complaints set forth in the complaint letter forwarded to the Revdex.com but have not yet received a return call.Regardless, this response will address each of the statements made by the customer many of which are factually incorrect.The customer refers to a national Mercedes-Benz advertisement concerning the lease of 2014 SL 550 vehicle and asserts that the advertisement set forth an amount due at signing and specific monthly lease payment which differed from the amount the customer paid at signing and the customer’s monthly lease payment.There is a very simple and logical explanation regarding this difference. The national advertisement to which the customer refers clearly stated the amount due at signing as well as the monthly lease payment on the advertised SL550 was based on a Manufacturer Suggested Retail Price of $106,625.00 AND a 36 month lease term.In fact the Mercedes-Benz SL550 vehicle this customer selected to lease was differently equipped by the manufacturer than the advertised vehicle and because of the different equipment had an MSRP of $113,965.00. Further, the customer elected a 24 month lease term and NOT the 36 month nationally advertised lease term which is precisely why both the amount due at signing and the monthly lease payments are different.As concerns the customer’s claim that the license fees should have been paid by the dealership the national advertisement to which the customer refers also clearly states that both tax and license fees are not included in the advertisement promotion. Notwithstanding the disclaimer language in the national advertisement concerning fees and taxes this customer also signed the lease agreement which included a clear and unmistakable disclosure that stated:”Lessee is responsible for paying registration fees in Florida and any other upfront taxes or fees in Florida.”  This language in the lease agreement was  also separately initialed by the customer.Regarding the customers claims about the length of time it took to obtain the Florida registration and plates the customer has also incorrectly characterized the events. Please note that the customers did not wish to register the vehicle in the state of CA. due to the difference in the cost of registration fees and instead elected to register the vehicle in Florida where the customers maintained a residence. The customers were advised that because the vehicle was to be registered  out of state a one way temporary registration only would be issued and that the customer was responsible to register the vehicle at the local Florida DMV office. FJMC obtained the Florida local office DMV information necessary and mailed to that DMV office the titling documents which show Mercedes-Benz Financial as the Lessor and the customer as the lessee. Thereafter the customer had the responsibility to visit the local Florida DMV office to obtain the registration for that state and the vehicle plates.The customer has also made factually incorrect statements about the credit inquiry process. The customer was never advised by personnel of FJMC that no credit would be run. In fact the customer signed authorizations to perform a credit inquiry. Further because there was a credit fraud alert on one of the customer’s credit report the customer was involved in a phone conversation with representatives of Mercedes- Benz Financial Services ( the lessor) to clear the  fraud alert on the credit inquiry while at the dealership.Finally, with respect to the claim that the vehicle delivered was not clean. FJMC respectfully disagrees.   However, because the customer was not satisfied with the cleanliness of the vehicle at delivery an appointment was made for the customer to have the vehicle washed  again and fully detailed which was accomplished within a week of the delivery.For all of the reasons stated above FJMC respectfully disputes the claims made by the customer and will not offer any of the compensation requested in the customer’s complaint letter.

Hello PLEASE POST:  ·        The guest assumed that all GLK’s would have the same equipment and he did not discuss the options he required. The guest stated he wanted the same color and similar payment. Payment and color were the only criteria he discussed when he selected the vehicle.·        Before driving the vehicle home, the guest was made aware that the vehicle did not have the same equipment by the delivery specialist. The guest then addressed this with his salesperson and decided to take delivery anyway.·        The guest only expressed concern about the difference in the equipment package on the vehicle after he accepted delivery and left the dealership with the vehicle.  He informed our personnel after the fact that his spouse was unhappy with the equipment after he brought the vehicle home however he knew exactly what he was buying and was okay with his decision when he accepted delivery of the vehicle and left the dealership with the vehicle.For all of these reasons FJMC will not be providing any accommodation in this matter.

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.
In response to your so called, “spirit of good faith,”  I say no this is not a “spirit of good
faith,” since your company Fletcher Jones Mercedes broke the part.  Any company that has integrity would fix it
with no cost to the customer.  I am sure
it was an accident, but it should have been brought to my attention immediately,
because the person who broke the vent lever must have realized what happened.  After all, the lever is completely missing
now, which means whoever broke it must have thrown in away in an attempt to
hide their mistake. 
 
The true “spirit of good faith” would be to apologize to me for
any inconvenience and replace the part along with labor at no cost to the
customer.
 
I have been coming to Fletcher Jones for more than 2 years and
have had no problems whatsoever, until now. 
Everyone has been courteous and professional.
 
[redacted] told me that your policy is that the customer must contact
Fletcher Jones within 24 hours of finding a problem.  I believe 48 hours is more than
reasonable.  I have no reason to
lie.  I keep my car in very good
condition and know that the vent lever was in place when I brought the car in.
 
I have owned all types of cars and have never experience
this before, where a dealership does not have integrity and truly does not care
about their customers.  If you do not
totally take care of the problem within 10 days from 8/4/2014, I will put a detailed,
negative review on your website.  If you
do take care of the problem properly, I will give you a very good review.  Either way, the review I post will be the one
you have earned.  I trust you will
re-think your position and do the right thing. 
Fix my car for free and keep your satisfied customer.
Regards,
[redacted]

Thank you for the opportunity to reply to the complaint of this customer. On June 20, 2015 the customer purchased a pre-owned Mercedes-Benz 2500 Sprinter which is a large ¾ ton capacity vehicle. At the time of this purchase the vehicle registration for that year has already been paid in full and had several months of valid registration remaining.  At the time of the sale to this customer, Fletcher Jones Motorcars submitted to the CA. DMV the proper forms to transfer registration into the name of the customer and paid the transfer fee to the DMV. Apparently when the customer received the next annual renewal of registration paperwork and billing from the DMV the customer felt that FJMC should have to pay for the yearly registration on this vehicle. FJMC respectfully disagrees with the customer’s position regarding that issue. However as a customer goodwill accommodation FJMC did offer to pay to the customer ½ of the new annual registration bill received. The customer rejected that goodwill offer.As concerns the customer complaint regarding the car wash. It has been explained to the customer that due to the size of the vehicle purchased it does not fit into car wash equipment at the dealership which is why it cannot be washed at the dealership facility. However the dealership will provide the customer the complimentary car wash however the vehicle will have to be dropped off at the FJMC dealership by the customer. It will then be transported by a porter to an FJMC offsite facility where it will be washed and then returned to the FJMC main  dealership facility on Jamboree Boulevard.

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.
First car wash: sale person responded to my question about car wash and he said yes we offer car wash for this car. Also I waited for the car to be washed by thembefore taking it from dealer to my home. If that couldn't fit why they didn't inform me at the sale time. If they knew it does not fitwhile washing it they lied to me. Deciving costumer to sell the product is what they do. Second , I have document that the car they sold did not have registration for year before. They paid for the current year but after the car defect, leaking roof top brought to their attention by me and all frustrations caused by that problem they took the payment back from DMV and tried to charge me for it.I also have all documents I obtained from DMV office showing matching dates, exact day that I complained for roof defect.They lie to people and manipulate information to deceive people and coverup their wrong doing.Their customer service manager promised to pay total fee to DMV but never did and I end up with late date and paid myself.this was on top of very rude and disrespectful behavior in multiple occasions when I was asking them to pay back that amount or asking for car wash as they promised.I'm very disapppinted from Mercedes Benz Corporate that let this group use their name and credential in order to device costomets, hoping customers get tired and give up on their rights.I appreciate Revdex.com and any organization that supports consumer and defends their rights.I paid lots of money to have peace of mind but instead I got a defected car and tens of headaches from Fletcher Jones team. Lets see for how long they can continue this wrong practice!?!
Regards,
[redacted]

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.
This is an insult> First as far as their offer I already get a good customer 15%. So they offer little to nothing. The dealer claims to have hands tied and the Manufacturer states that most dealers will work with the customer from their "Goodwill Funds". I have had this reviewed by an attorney. He found more than 700 complaints for this model which equates to a inferior design. We also found that many dealers cover this repair for their customers for $500. When I contacted NHTSA they stated that these gas leaks are well documented and a major hazard so far it is just luck that there has been no one killed.
What makes this insult is that I continue to get passed back and forth between dealer and manufacturer with no resolution. This response is just a continuance of the situation.
I was a customer of Fletcher Jones they speak very highly of their cars and their volume and customer service. But now they say they are merely a franchise and don't warranty or stand behind the product. I believe 600 complaints equals a bad design with potential danger and serious odors. As a customer I don't car about the serial number the problem is the same result with all models Gas leaks out of tank under rear seat. They have quoted $3300 for repair. I am retired and was a loyal customer for all service. I have also read that owners have fixed and replaced tank to only happen again. Get it fixed with a new engineered design Mercedes ands stand behind your product.

Review: According to the dealer , my car's turbo charger broke down due to not using OEM oil filter . Owner performed own filter and oil change using AutoZone oil filter and oil, Dealer is saying parts used are not OEM that is why they cannot honor the manufacture warranty..

I have all receipts of serviced, but Fletcher Jones is turning down all my record because serviced was not done thru the dealer, and sending my car back to me unfix or pay them $4000Desired Settlement: Fix the car or ill fix it and refund me.

Business

Response:

Dear [redacted]Thank you for your correspondence dated April 16, 2015.On behalf of Fletcher Jones Motorcars, ( FJMC) we have reviewed the customers complaint and provide the following response.Although we appreciate that the customer is frustrated with his current engine problem he is essentially requesting that FJMC perform the repair work at no charge to him under the manufacturer’s warranty. FJMC must respectfully decline.Based on the inspection of the engine and related components it appears that the mechanical problems the customer is experiencing are due to the installation of a non OEM oil filter which did not perform adequately causing the turbo charging unit on the vehicle to fail. The customer has acknowledged that he used an aftermarket filter and performed his own oil changes. On inspection of the vehicle there was excessive oil and sludge found in the aftermarket filter and oil dipstick which FJMC believes caused and or contributed to the failure of the turbo charging unit on the vehicle, ( see attached photos). The aftermarket oil filter the customer used was not a Mercedes-Benz approved OEM replacement filter.Despite the issues noted above, as a customer accommodation effort the FJMC service department requested warranty assistance for the customer through Mercedes-Benz USA however it has declined to provide any warranty repair because of the use of the non OEM approved oil filter by the customer. As the customer has been advised any warranty repair assistance must first be authorized by the manufacturer/distributor MB USA. As MB USA has declined warranty repair for the reasons explained above FJMC is unable to accommodate the customer’s request that it either repair the vehicle at no charge to him or pay him for repairs he performs.Thank you for your attention

Review: On 7/9/2014 in the afternoon, I had my car washed at Fletcher Jones dealership. On Friday my passenger asked me what happened to my vent leverage on the passenger side, which was there in the beginning of the week when they rode in my car before I had my car washed. So, as soon as it was brought to my attention I went to Mercedes Friday afternoon and showed them the broken vent lever. [redacted] said that I should of informed them 24 hours after I had my car washed. I didn't think I had to go through my car with a fine tooth comb and check everything out, every time I get my car washed. [redacted], went to the parts dept. to see if he could get a vent lever and came back and said it would have to be ordered and would be about $800 to fix it for parts and labor. That I would have to pay for it. I did not break this part, Mercedes did. Mistakes happen in life but they need to take ownership and fix this with no out-of-pocket money to me. My car is 2001 S500 Mercedes with only 71,200 miles on it and in very good condition.Desired Settlement: I just want the broken vent lever on passenger side replaced at no expense to me, quickly.

Business

Response:

To Whom it May Concern:

Thank you for bringing the complaint of Ms.[redacted] to our attention. We have investigated the claims presented by Ms.[redacted] in her Revdex.com complaint. Although Fletcher Jones Motorcars take great pride in providing our guests exemplary customer service in this circumstance we find no credible evidence exists that any personnel of Fletcher Jones Motorcars caused the damage to the vent mechanism referred to in Ms. [redacted]’s correspondence. However, in the spirit of good faith and in an effort to provide goodwill toward our customer Fletcher Jones Motorcars is willing to replace the subject vent lever at a cost to the customer of the part(s) only plus any applicable state sales tax for the part. The part cost will have to be confirmed by our service director Mr. [redacted]. If Ms. [redacted] is interested in accepting this goodwill accommodation she may contact him directly to provide the appropriate year, make, model and VIN # of her vehicle so that he may confirm to her the cost of the replacement part(s). Fletcher Jones Motorcars will not charge the customer for any labor costs for the installation of the claimed inoperable vent part.

Based on all of the facts and circumstances connected with this event it is our belief that this accommodation is more than fair and reasonable.

Very truly Yours,

Consumer

Response:

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.

In response to your so called, “spirit of good faith,” I say no this is not a “spirit of good

faith,” since your company Fletcher Jones Mercedes broke the part. Any company that has integrity would fix it

with no cost to the customer. I am sure

it was an accident, but it should have been brought to my attention immediately,

because the person who broke the vent lever must have realized what happened. After all, the lever is completely missing

now, which means whoever broke it must have thrown in away in an attempt to

hide their mistake.

The true “spirit of good faith” would be to apologize to me for

any inconvenience and replace the part along with labor at no cost to the

customer.

I have been coming to Fletcher Jones for more than 2 years and

have had no problems whatsoever, until now.

Everyone has been courteous and professional.

[redacted] told me that your policy is that the customer must contact

Fletcher Jones within 24 hours of finding a problem. I believe 48 hours is more than

reasonable. I have no reason to

lie. I keep my car in very good

condition and know that the vent lever was in place when I brought the car in.

I have owned all types of cars and have never experience

this before, where a dealership does not have integrity and truly does not care

about their customers. If you do not

totally take care of the problem within 10 days from 8/4/2014, I will put a detailed,

negative review on your website. If you

do take care of the problem properly, I will give you a very good review. Either way, the review I post will be the one

you have earned. I trust you will

re-think your position and do the right thing.

Fix my car for free and keep your satisfied customer.

Regards,

Business

Response:

To whom it may concern:

Thank you for forwarding the response of Ms. [redacted] for our further review and consideration. Although we understand that Ms. [redacted] believes that personnel of Fletcher Jones Motorcars somehow damaged her interior heating and cooling vent mechanism during a recent car wash as we have previously explained our investigation concerning that accusation indicates otherwise.

Despite the customer's comments in her reply it is our belief that we have acted reasonably and in good faith by offering to waive any charge for labor and installation of the replacement part as detailed in our previous response.

Further, as the customer admits in her recent reply she has had nothing but positive and professional experiences with our dealership over the past 2 years preceding this complaint. It therefore makes little sense that we would not acknowledge the cause of the damage if in fact it was a result of the actions of our personnel which we contend it was not.

It is unfortunate that the customer does not understand or wish to accept that in this matter we have a legitimate difference of opinion regarding the cause of the damage to the vent mechanism but notwithstanding our position in an effort to reach a reasonable and professional resolution have offered a compromise solution- which she has rejected.

If the customer wishes to accept our previous offer to resolve the matter as set forth in our initial response it remains available for the next 30 days.

Thank you for your consideration.

I bought a car from this dealer they are not trsustable at all.

They lie about condition of the car. My car had very bad roof leak even road assistant did not help and that had damaged my family vacation and heart my handicap family members health in a rainy day.

When I complained they had shown very bad attitude when car fixed they even did't reviewed what has been done to fix the problem with me in the day I got the car. Their record was not showing the repair. No one was responding to my requests. Instead they left a note for me and started charging me $593 for registration fees that has been paid by last owner, as finance person informed us in contract signing. Dealer was trying to cover their repair expenses by this action.

Also they removed some accessories from the car in the day of purchase while they took the car for washing, I have pictures of car showing those on the car in time of purchase. Some other accessories they said car has never was on it and sale person said sorry he made a mistake, again I have the advertising card on the car and its picture showing MP3 Player ( Single Disc) but car doesn't have CD player AT ALL.

Many other issues that they never informed me about them and found out later.

After many complains they stated that they paid registration fees and I was waiting to receive it form DMV but never received. In my visit to DMV office I found out they paid the registration fee then they took it back. My car even does not have 2015 tag on it and I am amazed how DMV let them to manipulate their clients. DMV record shows they paid and cancelled 7 times and finally I have to pay penalty on top of it and because they applied for commercial license I have to pay $729 and I am driving the car without tag in last 4 months because of their word game. Scott customer service manager, Moghaddam sale manager and GM are responsible and they have to act more responsible. Sales team think they can get away with lies all the time and management supports it but that is not going to be this time.

Me and my family purchased at least 10 cars,we always seen misleading and changes of contract between sale and finance departments, also many defects on the cars purchased but this last one is worst and I have documents showing their management disability to run accredited, trustworthy business.

They wasted so much of my family and my time and energy and instead of having comfort from purchasing a car and enjoying it they sold us problem and headache.

Review: Company has refused to return a deposit I gave them ($2,000) for a car.....sale negotiations broke down after many misrepresentationsThe order form clearly states...REFUNDABLE which is of course the dealer policy..or so they say.The dealer has been emailed three different times and the salesman stated that accounting would send check but that was over two weeks ago.Desired Settlement: I would like the deposit refunded in full pursuant to the terms of the contract

Business

Response:

We have reviewed the matter referenced in your letter dated March 7, 2014 and provide the following as both an explanation and response.

The refund was requested on February 3, 2014. The refund process may take up to 14 days. A check for $2,000 was sent on February 18th, 2014 and cashed on February 24, 2014.

We at Fletcher Jones Motorcars apologize for any inconvenience or concerns this may have caused.

Thank You

Fletcher Jones Motorcars

Review: I purchased a [redacted] from this dealership in September of 2014. [redacted], the dealer, asked for how many payments were due on my trade in vehicle. I told him I was unsure but it may have been 8 or 9. I asked him if he was going to get an actual payoff amount and he said that this would be standard procedure. I also asked this of the finance manager and they assured me they would do a complete payoff for my vehicle and that this would be reflected in the contract of the new car that I was purchasing. 4 weeks later, I received a bill from [redacted] (my trade in car) stating that approximately $[redacted] plus tax was not payed and is due. I called [redacted] and he told me he will get back to me. Several phone calls were made and [redacted] informed me that I am responsible for the payments as "he took my word for how many payments were due". I spoke to several sales managers at Fletcher Jones, all of whom stated that they would resolve the issues, none of whom called me back. I was told my situation was being handled by their "Customer Relations" person but he never got in touch with me either. I am upset that a correct and accurate payoff for my car was not identified whilt this contract was being made. There is a clause in the contract that states that I am responsible for any payments that are not mentioned. This, in my opinion, is not ethical and very tricky behavior. I would appreciate any help that you can offer in this situation. Thank you.Desired Settlement: That the payments be paid by Fletcher Jones.

Business

Response:

[redacted]11:51 AM (45 minutes ago)to info, me Hello, below is our response for Mr. [redacted], please let me know once this is closed thank you. To whom it may concern: Thank you for bringing this matter to our attention. Fletcher Jones Motorcar personnel take great pride in creating a premier customer experience for all of our guests. As part of that experience our personnel clearly communicate all of the important details of each transaction to our guests both during the sale process as well as the final contract process. We have reviewed the customers complaint in this matter conducted our own investigation and respectfully must disagree with many of the customers contentions about the lease payoff issue on his [redacted] vehicle. The customer visited Fletcher Jones Motorcars on Sunday September 21, 2014 to negotiate the purchase of his [redacted] vehicle. At that time the customer advised the Fletcher Jones Motorcars staff that he had 8 remaining payments due on his leased [redacted] vehicle and that each monthly payment totaled $[redacted]. The total remaining amount due on the [redacted] lease was represented by the customer to total $[redacted] ( $[redacted] X 8 remaining payments). There is written documentation to support this position. Additionally, during the negotiation it was explained to the customer that Fletcher Jones Motorcars would make the 8 remaining payments that totaled $[redacted] to [redacted] on the customers behalf and the specific sum of $[redacted] would be added to the sales contract for his purchase of the [redacted] vehicle. The customer acknowledged that he understood this and agreed to that sum. This is clearly itemized in the Retail Sales Installment contract which the customer signed. The customer has a copy of this contract as well which specifically sets forth on Section 1 line T of the contract that $[redacted] would be paid to [redacted] financial services for his leased [redacted] vehicle. This specific line itemizing that exact amount due to [redacted] was also initialed by the customer at the time the contract was finalized. Further as agreed in the written contract signed by the customer, Fletcher Jones Motorcars promptly issued a check in the amount of $[redacted] to [redacted] financial services regarding the customer’s leased [redacted] vehicle. That check was negotiated by [redacted] financial services as well. It is not clear exactly what the customer claimed additional $[redacted] in charges due to [redacted] financial services represent. The customer has not identified whether this sum represents late charges on his prior lease payments, excessive wear and tear on the leased vehicle, damage, mileage charges in excess of the stated amount on his [redacted] lease, missed payments or simply a failure on the customer’s part to properly identify the amount due to [redacted] financial services. Regardless of the reason what is clear is that the contract the customer negotiated and agreed to set forth a precise sum in dollar amounts that would be paid to [redacted] financial services and that sum was in fact provided by the customer and acknowledged by the customer in the contract.. For all of the reasons set forth above Fletcher Jones motorcars respectfully disagrees with this customer’s characterization of the events as well as his request that Fletcher Jones Motorcars pay to him $[redacted] which he has claimed are additional amounts due to [redacted] financial. Thank you for the opportunity to respond to this matter. Sincerely,[redacted]

Consumer

Response:

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.

The response received from Fletcher Jones does not address my concerns in the least. I am not denying that I signed the contract, of which I have a copy myself. What I am contesting and am upset about is that a correct and verified payoff amount was not received from [redacted] prior to the contract being signed. The dealer "took my word for it" that I only had 8 payments of $[redacted]/month left. When I purchased the new car, I was truly unsure of how many payments were left. It would be ridiculous for Fletcher Jones to take my word for it as I am confident that most customers when making an unplanned purchase of a vehicle may not know the exact number of payments they owe. An official payoff amount should be gotten before finalization of a contract, and that is the number I presumed was on my contract which I initialed and signed. As such, the contract, in my viewpoint, when I signed it, was not representing what it should have. The Fletcher Jones response is completely off target, as my complaint deals with the unethical nature in which this contract was written, on the presumption that a true payoff amount was received from [redacted]. Clearly this was not done. My complaint also deals with the lack of communication this company provides when a dispute is of concern as I made numerous attempt to get in touch with the dealer and the multitude of "managers" and "specialists" they employ. When I did get in touch with the dealer, I was verbally accosted.

Review: Purchased a leased car, 2015 Mercedes Benz GLK350 for 36 months, 10K per year. Returned my 2013 lease car, same GLK 350. On the new car, I asked for all the options as my 2013 except for a moon roof which would be OK if one was provided.

We agreed on price and terms and I executed the lease. I was taken to the new car to be reviewed and my phone was down loaded. At that time I noticed a smaller navigation screen. I thought that was different than my 2013. I also noticed the visor did not have a garage door sensor.

I was told you would have to clip on your garage door opener. I decided that I could live with that. As I drove off the lot and got home I noticed that my car had no other options . I expected the same options as my 2013. I found no keyless entry or ignition, no power trunk lift. etc. I was never told that I would not have these options. A returned dealer visit stated that this is a premium package and would cost an additional $5000 down and $136 per month. And that there was no cooling off period and there was nothing more he could do for me.Desired Settlement: My feeling is that because of the lack of options on the new car, which I had expected except for the moon roof, I could return the new car and take possession of my old one. I was told by Mercedes that this could not happen.

I feel the dealership and salesman committed fraud by a non-disclosure of facts and available options on the new car. I was never told that the new car was a base model with no upgrades.

Business

Response:

Thank you for your correspondence dated February 26, 2015 regarding matter #[redacted]. Please accept this response on behalf of Fletcher Jones Motorcars. We have investigated the claims asserted and it appears that a number of the statements set forth in this guest’s correspondence contain significant omissions concerning the factual events regarding his recent vehicle lease transaction.At the time this customer visited FJMC he stated to our personnel that his primary objective was to keep his monthly lease payment exactly the same on the new 2015 GLK vehicle he intended to lease as the previous monthly lease payment he had on the older 2013 GLK model he lease returned.Respectfully, the customer did not indicate or emphasize that the 2015 GLK model he intended to lease had to have all of the same equipment as the 2013 model. Rather, the priorities communicated to our personnel were to keep the same monthly payment and color as his 2013 vehicle.. This guest selected a vehicle that exactly met those requirements and was fully aware that the 2015 GLK model he selected was not equipped exactly the same as his older lease return 2013 GLK vehicle. This was known to the customer at the time he selected the vehicle and also explained to him again when he accepted delivery of the vehicle by our delivery personnel. The customer acknowledged before he took delivery of the vehicle that he was aware that it was not equipped exactly as the 2013 GLK vehicle. Practically speaking, manufacturers change equipment packages and available options form model year to model year. Further, if the customer had ever communicated that his primary objective was to acquire a new 2015 GLK with every option he had on the 2013 GLK our personnel would have attempted to accommodate those objectives. That would have most certainly required a different cash due at signing amount being due from the customer because the price of a 2015 GLK vehicle did not remain the same as the 2013 price. For all of these reasons FJMC must respectfully decline this customers request to return the leased vehicle. Respectfully,

Consumer

Response:

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,

I have received the message from FJ Motors and find inadequate explanations of my complaints and the facts that were discussed in my purchased of the 2015 GLK 350 MB. I feel compelled to reply to this case and the response from Fletcher Jones:

Review: The 2006 E350 Mercedes is known to have an issue of gas leaking from top of tank when filled. There is a class action suite and over 600 complaints documented on internet. Mercedes instead of recalling has extended the warranty to 15 years for most these models. They have denied my model because it is a PZEV California Emissions, however results are the same. Raw gas sits on top of tank under rear seat. Fumes not only fill up interior of car but entire house when parked in garage. Dealer claims that they just deal the cars as a franchise and not responsible for quality. Mercedes corporation claims it is up to the dealer to take care of their customers and they will not cover this model even though it is an inferior product well known. They have passed me back and forth at least 4 times. The dealer said he would give me 15% off on repair (something I already get for being loyal customer). Bottom line this is a unsafe condition well known to the company with the same results as other models covered by warranty. They claim this is a superior product and claim it in price. Time to back it up.Desired Settlement: I am requesting leak to be fixed as with other E 350 and E 55. As a customer I don't care where the car was made or emissions. Same problem deserves the same fix. No matter what is causing it. Fletcher Jones declares daily that their cars are superior in quality but when something goes wrong. They are just a Franchise and not responsible.

Business

Response:

Dear Ms. [redacted]:Thank you for your letter and the customer correspondence dated February 27, 2015. This will serve as the formal reply on behalf of Fletcher Jones Motorcars, (FJMC). The vehicle in question was as the customer admits EXCLUDED by Mercedes-Benz USA, (MB USA) for any extended warranty coverage. In addition to the customer admission concerning this fact please find attached the bulletin from MB USA clearly stating the exclusion from extended warranty coverage for this model vehicle. Despite the fact that MB USA has refused to repair the vehicle under any extended warranty coverage FJMC has as the customer also admits offered to perform the repairs at a discounted price as a good will customer accommodation. FJMC is still willing to perform the repairs at the discounted price referred to in the customers correspondence but does not agree to perform the repairs at no cost to the customer. If the customer decides to accept the discount offer from FJMC and move forward with the repairs he may contact his service advisor to schedule a repair appointment.Respectfully,[redacted]

Consumer

Response:

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.

This is an insult> First as far as their offer I already get a good customer 15%. So they offer little to nothing. The dealer claims to have hands tied and the Manufacturer states that most dealers will work with the customer from their "Goodwill Funds". I have had this reviewed by an attorney. He found more than 700 complaints for this model which equates to a inferior design. We also found that many dealers cover this repair for their customers for $500. When I contacted NHTSA they stated that these gas leaks are well documented and a major hazard so far it is just luck that there has been no one killed.

What makes this insult is that I continue to get passed back and forth between dealer and manufacturer with no resolution. This response is just a continuance of the situation.

I was a customer of Fletcher Jones they speak very highly of their cars and their volume and customer service. But now they say they are merely a franchise and don't warranty or stand behind the product. I believe 600 complaints equals a bad design with potential danger and serious odors. As a customer I don't car about the serial number the problem is the same result with all models Gas leaks out of tank under rear seat. They have quoted $3300 for repair. I am retired and was a loyal customer for all service. I have also read that owners have fixed and replaced tank to only happen again. Get it fixed with a new engineered design Mercedes ands stand behind your product.

Business

Response:

The customer complaint about the warranty issue has been resolved. MB usa has approved a goodwill repair and the customer has already made the appointment for repair.

Review: I was mislead to a sale on a 2015 MB Model GLK350. My only offer is $40k including sales tax, license & registration and GPS. I revised the stack of papers later that evening and see that I paid $4,385 more than what was presented to me.I called the following day to tell the sales consultant that there must be a discrepancy during transaction regarding the paperwork from his desk to his boss' desk, [redacted](sales manager) to the finance office. I reminded the sales consultant, [redacted] about my offe and what he wrote to present to his boss ( 2nd set of paperwork since the original has several XXX to cross out the original quote.There is another MB staff in the office during our conversation who is also fully aware of my offer.I made an appointment to meet with [redacted] (sales manager) on Wednesday to report this discrepancy. [redacted] showed me the paperwork that he approved. They were not the ones that Mike wrote up in front of me.They switched paperwork at Finance. [redacted] promised he will talk to the sales consultant and have him call me back the next day. It has been 2 days and I have not heard from neither of them.It is disappointing for a dealership of this size to burn the TRUST of their repeating clients. This sales consultant has succeeded in creating a confusing and ambiguous sales transactions.Desired Settlement: I am asking for a reimbursement of $4,385.00

Business

Response:

Thank you for your recent correspondence and the attached complaint reported to the Revdex.com by our customer. Please be advised that our personnel have been in touch on more than one occasion with the customer and thoroughly explained to the customer this entire transaction which we understood completely addressed the concerns of the customer. We were unaware that the customer continued to have any issue with the transaction following our explanation.To be clear and as was previously explained to the customer the selling price of the vehicle agreed to between Fletcher Jones Motorcars and the customer was in fact $40,000.00 PLUS accessories, tax, license and registration related fees. The contract which the customer reviewed and signed in no less than 7 locations clearly stated this and properly disclosed the selling price of $40,000.00. Further the only accessory added was properly and clearly disclosed by accessory name and price on the same contract. Similarly the Ca. required fees such as registration, titling and tire fees as well as Ca. sales tax was calculated and separately disclosed to the customer on the contract and added to the final price as required by law. When all of this was recently discussed with the customer she indicated that she understood and was satisfied with the explanation which as a matter of fact is exactly what was disclosed to the customer on the contract which she reviewed and signed before accepting delivery of the vehicle. As far as we can determine from the complaint material you forwarded the customer is now claiming that the total price of the vehicle including accessories, Ca governmental fees for title, license and registration as well as sales tax were to total no more than $40,000.00 however that is not what was agreed to by our personnel nor what was clearly disclosed on the contract and further contrary to our recent discussion with the customer about this issue. As such Fletcher Jones Motorcars respectfully disagrees with the customer’s current claim and is not offering any refund to the customer.Respectfully’

Review: I purchase a vehicle from the pre owned sales department. During the point of sale fletcher jones rep has indicated that the vehicle is in great condition with no mechanical or transmission defect. I asked if it is worth purchasing additional warranty, the sales rep([redacted]) advised me not to incur the additional cost being that the vehicle pass through fletcher jones certification. After 90 days I went back to the dealer for maintenance and a noise from transmission. the dealership declined to fix the problem being that no warranty was purchased. My sales rep directed me to other associates whom then made a false attempt to exchange my car using MBZ financials which had previously declined a finance request at point of sale. I have reached out to speak to the dealership GM but the staff kept rerouting my request to several sales reps, admin staff and never passed my complaint or allowed me to meet with the general manager of the facility. I paid an additional $650 for a service and was demanded to pickup my defected vehicle from the lot with unsafe condition to drive. And no adequate repairs were performed, the dealership sales misrepresentation, bouncing me around after point of sale with no solution provided is not acceptable. The defect in the transmission was diagnosed as defect and not a wear n tear item, I have only put 8k since point of sale and all highway miles to and from work. A copy of this complaint was forwarded to DMV investigation, office of consumer affairs and I will forward a copy to the manufacturers Mercedes benz Germany on the dealership.All emails were exchanged with the dealer to have the GM provide a solution to the issue came back No constructive response beyond sending notices demonstrating that they are doing what they can, in reality nothing was done but s**ling a lemon and escaping fixing or exchanging the vehicle.Desired Settlement: Exchange the vehicle for a comparable AMG type with no mechanical, transmission or defects. The general manager needs to be accountable to the sales rep misrepresentation, lack of adequate response and provide the proper customer experience expected from any respectable representation of Mercedes Benz in the united states

Business

Response:

On behalf of Fletcher Jones Motorcars, (FJMC) thank you for bringing this matter to our attention and allowing FJMC to respond and fully explain the circumstances involved. Although we make it our priority to effectiv**y resolve the complaints of our guests it is not always possible to please everyone. Although we understand Mr. [redacted]’s concerns it is important that the complete factual story be considered in this matter. Unfortunately Mr. [redacted] has omitted some very important details and has inaccurately reported others in his correspondence to your organization.

First and foremost this pre-owned vehicle was purchased by Mr. [redacted] on October 19, 2013 and at the time of purchase the vehicle had 31,458 miles on the odometer. On March 6, 2014 when Mr. [redacted] returned the vehicle to FJMC for service the vehicle showed 41,211 miles on the odometer. Contrary to Mr. [redacted]’s assertions that he only put 8,000 miles on the odometer following his purchase in fact the vehicle had accumulated 9753 miles since purchase.

Regarding the claim that Mr. [redacted] was discouraged from purchasing any service contract or extended warranty coverage on the vehicle FJMC respectfully disagrees with this statement as Mr. [redacted] has omitted from his correspondence the very important fact that he advised his sales associate at the time of the purchase that he only intended to keep the vehicle for approximately 1 year and therefore the cost of purchasing either an extended warranty or service contract was not cost effective for the guest in light of his stated desire to only keep the vehicle for the short time referred to above.

As concerns this guests claim that no work was performed on his vehicle by FJMC that is also inaccurate. At the time of his return to FJMC in March 2014 this guest utilized a discount coupon issued by FJMC for specific service work due on his vehicle. This service work included the Mercedes-Benz recommended “A service” as w**l as replacement of a transmission filter. The invoice charges Mr. [redacted] claims he incurred were in fact the discounted charges for the service work described above and the guest received a complete service invoice reflecting the work performed.

Mr. [redacted] also fails to mention in his correspondence that at the time of the March 2014 visit when the diagnosis was made that due to his driving habits the vehicle required repair of the motor mounts that FJMC personn** offered Mr. [redacted] a discount on the repair cost associated with that problem. The actual cost of this repair work is over $1,000.00 and Mr. [redacted] was offered a good will discount in order to assist the customer with this unfortunate experience.

It is also untrue that Mr. [redacted] was ever advised that his vehicle was unsafe to operate by personn** of FJMC.

Finally, regarding the issue of purchasing a replacement vehicle while it is correct that an effort was made to determine if Mr. [redacted] could acquire a suitable replacement vehicle this request was initiated by the guest. He explained that before he would make a decision on proceeding with a repair of his vehicle he wanted to explore the alternative of replacing the vehicle. Although our customer service personn** attempted to assist him in exploring this option FJMC personn** were unable to complete the process due to a credit lock on his data that required the customer to submit information to Mercedes-Benz Financial Services, (MBFS) in order to r**ease the credit lock. This was fully explained to Mr. [redacted] and he declined to submit to MBFS the information necessary to r**ease the credit lock and complete the process of exploring a replacement vehicle alternative. Ultimat**y Mr. [redacted]ected not to proceed with the recommended repair either and picked up his vehicle from FJMC on March 14, 2014.

In summary we b**ieve that the actions of FJMC personn** were both reasonable and appropriate considering all of the factual circumstances involved. FJMC remains willing to repair the motor mount damage to this guest’s vehicle on a discounted basis as previously explained or will work with the customer to determine if a suitable replacement vehicle is a reasonable alternative for him if he would like to cooperate and submit the required information to MBFS to continue exploring that alternative.

Consumer

Response:

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 b**ow.

Regards,

Review: On Mothers Day, 2014, my wife and I went to Fletcher Jones Mercedes-Benz in Newport Beach, CA to lease a new 2014 Mercedes-Benz SL550 on the recommendation of our best friends. (They had just leased a new SL550 on the factory special) We were told that the sales manager, [redacted], was an honorable person and that we could trust that we were getting a great car and the Mercedes-Benz website special for SL550s. The latter was not true. The Mercedes-Benz on line offer was $7000 due at signing and $1149 per month. [redacted] told us that it was $10000 down and $1274 per month and he didnt even pay for the license plate! I had to pay my state for the license plate because[redacted] used the licensing fee for extra gross profit! So the moral of the story is you cant trust the people at Fletcher Jones Mercedes-Benz. We thought that the dealer would not lie to us for $7000 extra profit. Wrong. I thought Mercedes-Benz dealers were better than other dealers. After our experience, it is clear that they will lie and cheat. For these reasons, we will never buy or lease another vehicle from Fletcher-Jones. In addition to the above, Fletcher Jones Mercedes-Benz told us that one of us would have to personally guarantee the company car lease. Our company has purchased and leased numerous vehicles for 20 years and no one has ever asked our company to guarantee a lease or a loan. So reluctantly, my wife agreed to guarantee the lease. The finance person (an unknown female) lied to my wife that this guarantee would not show on her credit, there would be no inquiries on her credit and it would simply be in case the company did not pay for the car. Again, not true. There were numerous inquiries and duplicates on my wifes credit report causing her[redacted] score to be reduced. The lease immediately showed on her credit report. Dont believe anything that this car dealer says because it is not true. And finally, Fletcher Jones Mercedes-Benz screwed up the paper work so I was delivered a car without a license plate and had to drive around for almost three months before they could get a title so that my company could get a license plate for the vehicle. BUYERS BEWARE as Fletcher Jones Mercedes-Benz is simply just a low class seller of very nice vehicles. I am switching back to another luxury brand and another dealer! Finally, when we picked up the vehicle, the car was dirty and it was sitting on the lot for almost a year. Who delivers a car dirty? What a stupid thing to do. The salesman, [redacted], didnt even come out to make sure that we were happy with the new car. I had to go and find him and his manager,[redacted] to show them how dirty the car was.Desired Settlement: $7000.00 refund for false statements, not honoring the factory sales disclosure and reimbursement for the license plate fee.

Business

Response:

Thank you for forwarding your correspondence and the attached customer complaint letter in connection with this matter. Please accept this correspondence as the formal reply on behalf of Fletcher Jones Motorcars, (FJMC).As a preliminary matter please note that both the salesperson and I have attempted to reach the customer to discuss the complaints set forth in the complaint letter forwarded to the Revdex.com but have not yet received a return call.Regardless, this response will address each of the statements made by the customer many of which are factually incorrect.The customer refers to a national Mercedes-Benz advertisement concerning the lease of 2014 SL 550 vehicle and asserts that the advertisement set forth an amount due at signing and specific monthly lease payment which differed from the amount the customer paid at signing and the customer’s monthly lease payment.There is a very simple and logical explanation regarding this difference. The national advertisement to which the customer refers clearly stated the amount due at signing as well as the monthly lease payment on the advertised SL550 was based on a Manufacturer Suggested Retail Price of $106,625.00 AND a 36 month lease term.In fact the Mercedes-Benz SL550 vehicle this customer selected to lease was differently equipped by the manufacturer than the advertised vehicle and because of the different equipment had an MSRP of $113,965.00. Further, the customer elected a 24 month lease term and NOT the 36 month nationally advertised lease term which is precisely why both the amount due at signing and the monthly lease payments are different.As concerns the customer’s claim that the license fees should have been paid by the dealership the national advertisement to which the customer refers also clearly states that both tax and license fees are not included in the advertisement promotion. Notwithstanding the disclaimer language in the national advertisement concerning fees and taxes this customer also signed the lease agreement which included a clear and unmistakable disclosure that stated:”Lessee is responsible for paying registration fees in Florida and any other upfront taxes or fees in Florida.” This language in the lease agreement was also separately initialed by the customer.Regarding the customers claims about the length of time it took to obtain the Florida registration and plates the customer has also incorrectly characterized the events. Please note that the customers did not wish to register the vehicle in the state of CA. due to the difference in the cost of registration fees and instead elected to register the vehicle in Florida where the customers maintained a residence. The customers were advised that because the vehicle was to be registered out of state a one way temporary registration only would be issued and that the customer was responsible to register the vehicle at the local Florida DMV office. FJMC obtained the Florida local office DMV information necessary and mailed to that DMV office the titling documents which show Mercedes-Benz Financial as the Lessor and the customer as the lessee. Thereafter the customer had the responsibility to visit the local Florida DMV office to obtain the registration for that state and the vehicle plates.The customer has also made factually incorrect statements about the credit inquiry process. The customer was never advised by personnel of FJMC that no credit would be run. In fact the customer signed authorizations to perform a credit inquiry. Further because there was a credit fraud alert on one of the customer’s credit report the customer was involved in a phone conversation with representatives of Mercedes- Benz Financial Services ( the lessor) to clear the fraud alert on the credit inquiry while at the dealership.Finally, with respect to the claim that the vehicle delivered was not clean. FJMC respectfully disagrees. However, because the customer was not satisfied with the cleanliness of the vehicle at delivery an appointment was made for the customer to have the vehicle washed again and fully detailed which was accomplished within a week of the delivery.For all of the reasons stated above FJMC respectfully disputes the claims made by the customer and will not offer any of the compensation requested in the customer’s complaint letter.

Consumer

Response:

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.

As a matter of factual information, the salesperson, [redacted], has never tried to contact anyone at our company since the vehicle was leased. I, [redacted], called [redacted] back at [redacted], during the times that she had indicated that she would be there and was told that she was not there. The lady that answered the call in her absence indicated that she would have her call me back on my cell phone [redacted]. So again, the dealer is providing misinformation. I can provide call records to dispute any confusion over the facts.