Jack Silberman's Fitness Center

Initial Business Response /* (1000, 9, 2015/10/13) */
Contact Name and Title: *** ***
Contact Phone: XXX XXX-XXXX
Contact Email: ***@yahoo.com
I acknowledge that this customer has a legitimate complaintThere was some confusion on the wheels that he wanted but the Factory Window
sticker did not show 20" Black wheels as he has stated, he is mistaken on thatI am not sure what he was referring to on thatWe pulled all the records that we have and they all show standard wheels as the Mustang was a base model carThere was some confusion as to which wheels he wanted when he negotiated the deal as we have different styles of black wheels and the wheels we negotiated the price on were not the wheels he or his wife wantedWe had a set in our storage room that we were going to put on the Mustang but he wanted a set that was on a New Mustang on the lotWe don't pull wheels off a car that was on our lot unless we were customizing itThe wheels he wanted were included in a package and creates problems for us down the road with the Mustang we pulled them off ofWe eventually gave in to make he and his wife happy and took them off another MustangThe other issue with financing was a big problem for both of usWe had an approval thru Ford Credit to finance the car the way we originally sold the car and did the contract with himUnfortunately it was a special Labor Day Event deal with the 0% for monthsWe were asking for an exception for his for the amount financed and we got it but later Ford would not honor the dealWe were scrambling the figure a resolutionAre biggest issue was that he had negotiated such a good deal that we had a very low profit deal doneFord finally agreed to do the deal after the fact and after he had come back in to sign those papersThis made us look really bad but it was out of our hands at that point as thy had rejected the offerWe had ran it up to upper management with Ford Credit prior to him coming in without a resolutionAfter he left upset, my manager got ahold of Ford Credit again and finally negotiated a deal to buy the contract interest rate down internally where Ford Credit charged us a $fee for thisThe bottom line is that we lost money on this deal when it was all said and done and have another mustang sitting on our lot with the wrong wheels on itIt was a very bad deal for both sides and one that really wasn't our fault on the financing partWe are not happy with the deal but after negotiating the deal with the customer we did what was right and honored the deal where most car dealerships would have forced an unwind and made the customer return the carI understand that it was a hassle for him as it was for usWe spent a lot of time dealing with a unforeseen circumstance and ended up loosing money on the final dealI understand that he probably doesn't care and probably may not believe some of this response here but everything is true, with this already being a loosing deal all I can do for the customer is apologize for Ford Credit changing the approval and apologize for the miscommunication on the wheelsIt was not our intent to deceive him in any way and we hope he is at least enjoying his new Mustang now! As far as the letter from other financing companies it is a law that if they do no agree to finance the loan they have to send out letters as such and that should show the customer that we exhausted all efforts for him to make this deal happenAlso on the month at 4% comment...*** had talked with him about his current loan and mentioned that his finance institution might do another loan like that and he showed him on the computer what the deal would look likeAt that point we had not deal with the customerNo bank would fund or finance the deal so we were exploring options with him and he also mentioned what would happen if his dad cosigned if that would make any difference to the dealAgain would like to apologize for the way the transaction went down, it was out of our hands after Ford credit changed the approval and we did our best for him

Contacted customer (*** ***) upon our conversation we both agreed that it was not the service advisor *** ***'s intent to install a different size of tire*** was giving advise on the different types of tires to ***'s wife and she pick the ones that we installed out of the
other options due to the cost of the tire*** understood there was a slight difference in the tire, he was more upset about the way *** handled the issue