Harrison, Kim

Website Complaint Response: I have read Mr [redacted] ' letter that he mailed me and I have replied via emailWe are processing his refund today 6/17/2:53:PM

[redacted] , I am sorry for not getting back to you My wife and I just had our first baby and I had taken some time offI did however just get off the phone with my parts and service rep from [redacted] The recall was not announced until September and you brought your vehicle in for service in February Your complaint of the ignition locking up and not being able to turn is not the issue with the recall The recall was for the vehicle shutting off on its ownI believe you spoke to [redacted] already and they told you the same thingI totally understand your frustration and I tried my best to get some money out of the repUnfortunately he could not because it would set a precedent for anyone else in your same situation As the dealer I would like to offer you a $credit towards our service or parts departmentI know this is not commensurate to what you paid for the ignition but I would like to offer it to you as an act of good will I hope you can understand that my hands are tied with this matter sincere regards, Robert L [redacted]

I believe that the complaint has been resolved and we have repaired the *** carI would like to add that in no way was I rude to the customerI had told her that I was sorry for the damage and that I would repair itI also told her that replacing the doors would be disproportionate
to the damageI told her I would guarantee the work for as long as she owned the car and at that point she called me a *** and proceeded to yell at meThere was no justification for the language and tone Mrs*** was using so I ended the call. I am very regretful that we damaged her car but I wanted to do the right thing and repair it for themI guess Mrs*** just wanted someone to yell at that day*** ***

Gina,
My name is Robert L*** and I am the owner of BranhavenI am sorry you are having an issue with your truck It is at another dealership right now and there is not much I can doIf you want to get the truck towed to our shop I would be more than happy to
provide you with a loaner carPlease let me know if I can be of any more assistanceWarm Regards,
Robert AL***

Website Complaint Response:
I have read Mr. [redacted]' letter that he mailed me and I have replied via email. We are processing his refund today.
6/17/2014 2:53:31 PM

[redacted],
     I am sorry for not getting back to you.  My wife and I just had our first baby and I had taken some time off. I did however just get off the phone with my parts and service rep from [redacted] The recall was not announced until September...

2015 and you brought your vehicle in for service in February 2015. Your complaint of the ignition locking up and not being able to turn  is not the issue with the recall.  The recall was for the vehicle shutting off on its own. I believe you spoke to [redacted] already and they told you the same thing. I totally understand your frustration and I tried my best to get some money out of the rep. Unfortunately he could not because it would set a precedent for anyone else in your same situation.     As the dealer I would like to offer you a $200 credit towards our service or parts department. I know this is not commensurate to what you paid for the ignition but I would like to offer it to you as an act of good will.  I hope you can understand that my hands are tied with this matter.
 
sincere regards,
 
Robert L[redacted]