Health Care Savings

Mrand Mrs [redacted] (and son) It was distressing to learn of your experience here at Love After investigating this transaction, it appears that this vehicle should not have been out for retail sale I apologize for all the wasted time spent on this failed transaction, and the lack of respect you felt from our staff We strive to make all of our customers happy, and employee a staff dedicated to doing so I am sorry you did not have that experience It is not custom for us to have to unwind a sale and refund money due to mechanical issue, or any other issue I wish we would have handled this differently and had the opportunity to find your son a good safe vehicle However, since we were not able to I am happy that you found a good safe vehicle for him I hope that in the future we get a chance to regain your confidence Please contact me if we can do anything else for you

Mr [redacted] purchased a Ram from Love on March 14, After looking into Mr [redacted] purchase and subsequent visit to our Service Department in May, I found that Mr [redacted] also purchased an extended warranty for his Ram truck When Mr [redacted] brought his vehicle into our service department it was for the wet interior (possibly from the back glass leaking), a missing right front fender liner, a tailgate handle, the left roof seam seal, and the 3rd brake light I have talked with our Service Manager and he said that most of those items are not covered under warranty, but that he would like the opportunity to look over the truck himself to see what all he can get Chrysler to cover Mr [redacted] still has factory warranty (it is not voided) along with his extended warranty which also provides him with rental coverage I feel most certain that we can address and fix most all of his concerns regarding his Ram truck Our Service Managers name is [redacted] and he can meet Mr [redacted] whenever is convenient for him

It is very distressing to hear of the lack of communication between our staff and Mrs***I feel her frustration, and understand where it is coming fromI know our service department was doing its best to diagnose and fix all of the issues that were happening with her Chrysler We sent it to our [redacted] location so that our best and most decorated tech could assist in figuring out what was wrong Unfortunately, this vehicle was having multiple issues and taking longer than expected I am very glad that we were able to trade Mrs [redacted] out of her old Chrysler and into a brand new Dodge Challenger that has factory warranty This will prevent her from having anymore out of pocket expenses related to her transportation I know that the Sales department worked hard to give Mrs [redacted] the most money for her trade in along with a significant discount on the new Challenger They did this for her because of the money that she had spent earlier in the month on her old vehicle I understand from my staff that Mrs [redacted] is very happy with the purchase of her new Challenger We strive to have and maintain happy customers in both sales and service In that spirit, I would like to extend a $gift card to Mrs [redacted] as a good faith gesture for her patience and loyalty

When Ms [redacted] came into our service department for the issue of the coolant temperature getting to warm we diagnosed it to have a bad thermostat We replaced the thermostat, and it appeared to fix the problem When Mr [redacted] came back into the service department we again diagnosed the vehicle, and followed Chrysler's flowchart for repair It is possible that there was additional damage done to the vehicle due to the severity of the overheating issue that was delayed in showing itself We always strive to correct our customer vehicle issues promptly and precisely I understand the customers frustration, and I know having a reliable and safe vehicle is very important We had been in contact with Ms [redacted] trying to either fix all the issues or even better to try and trade her out of this one and into a new or newer one The customer was in agreement to do that However, we have not been able to get in contact with the customer since we got her approved for the new vehicle We welcome the opportunity to trade Ms [redacted] out of the vehicle that is causing her so much frustration