Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***ToAgain, I would NOT feel that taking my vehicle to the location, that broke more than fixed, would ? yield a fair resultFrom day ONE everyone at Urse Dodge told me “that’s how you brought it here”! So no, I honestly do not feel that taking the vehicle back to you would be fairThat IS NOT the optionI’ve had nothing but nasty service & no, that will not happenI’m going to go to Crysler & everywhere I possibly can to make this happenI can not believe you treat your customers like thisThis is insane.?
Dear ***? I am writing in response to the complaint filed by the *** *egarding the purchase of a pre-owned Jeep Wrangler Unlimited? The vehicle had a certified pre-owned inspection completed at our dealership on 2/27/? This inspection is used to determine if a vehicle
meets the requirements to be certified? Once the inspection is completed the pre-owned vehicle manager has to agree to certify it and in-turn process the certification paperwork through the manufacturer? This designation allows the next owner extended warranty coverage, roadside assistance, and next day rental coverage for warranty repairs? It is our belief that this is a great added value to pass along to our customers whenever it's possible? The Jeep Wrangler identified in the consumer notice *** *** passed all of FCA's certified pre-owned vehicle checklist as indicated by the technician that completed the inspection (see attached) on 2/27/? Our organization held a pre-owned sale during the dates of 3/- 3/? This Jeep was purchased at the sale as a certified pre-owned Jeep? Previous to purchasing the Jeep, our customer looked at the vehicle the evening prior to purchasing it? They then returned the next day and spent a lot of time with the salesperson negotiating the terms of a deal and inspecting the vehicle? The salesperson took the time to go through the whole vehicle, including the jack compartment, speaker compartments, under the seats, all other interior portions of the vehicle? To the best of our knowledge there was no water or condensation in the Jeep at the time of delivery, or during our technicians inspection.The customer did notice a small dent on the exterior during this process and asked if we would be willing to repair it? We agreed that we would do so? Once the customer agreed to purchase we included in writing that we would repair the dent? This document is called a "We Owe" and states that nothing else is owed or promised? We know that sometimes on a car lot a small ding or dent can occur? We are confident it did not exist during the inspection on 2/27/16, but certainly could have occurred while on our lot? The signed We Owe is included.Our customer called into the dealership the day after their purchase, 3/11/16, with various concerns regarding their Jeep? It was explained to them that they should direct any concerns or questions to *** *** the pre-owned sales manager? ***e made numerous attempts to contact the customer that day and the next with no response from the customer? Eventually, they did speak to ***e and our finance manager at our Morgantown location and stated that they have water in the jack compartment and what they believe to an old jack in the vehicle? We asked to have the vehicle brought into our service department? Upon receiving the Jeep it was clearly evident that the Wranglers top was not put on properly? The bolts in the back of the top were tightened down way too tight and the clips in the front were not affixed properly? This would without a doubt cause the seal to be damaged, as this is a very common occurrence for new Wrangler owners? Our customer did state to *** that they had the panels off? We agreed to replace the seal and repair this as well as supplying a new jack to the customer? Our service department has replaced the seal, installed a new jack, and repaired the dent? We have repaired each of the customers concerns without asking for any payment or deductible from the customer and consider this matter closed.Respectfully,*** ***
On occasion we do direct mail to our customers and conquest customers.This is a very effective method to advertise to customers that may be in the market? *** *** is in our data base for service work he had done at our Morgantown location? Therefore when we do a data base mailer he is
on the list? We have marked him do not mail to, we have also deleted his address and phone number from our DMS computer system? However there is no guarantee that we will never mail him again or call him again? If we do a conquest mailer as mentioned above that is a list provided normally from ** *** data who buys customer information from the DMV? If we select the type of criteria that *** fits in there is no way of deleting his name and information from getting our mail.*** said he gets regular mailings from us, which can not be the case because we have not done a direct mail sale in about a year? If Chrysler Corporation sends him information I can not control nor stop that? If another Chrysler or none Chrysler dealer sends him Direct mail we can not control that nor stop that? I feel that he must have us confused with other mailing he is getting? If he can show me something that I have sent him other then the buy back mailer we just did this month I would be able to look into it further? The phone calls that he received were from me Doug Urse asking him if he was interested in either trading his car in, or to just sell it back to us? ? *** stated that he has called in about six times? I have looked in our phone recording system that goes back years and there are no calls from him to us complaining about any type of mailer? There is a few phone calls surrounding the time that he had a service appointment? ? One thing he may do is contact ** *** and let them know that he does not own that vehicle any longer? There is still no guarantee that he will not receive mail from us or another dealer? I am sorry that he is getting so upset about mail being sent to him? In closing again if he has something that can be sent to you then you forward it to me I would be more then happy to look into if further.Doug Urse? ? ?
We have responded to this complaint.? We feel what we have explained is clear and correct.? We are very sorry the customer doesn't understand how the numbers come about
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***ToAgain, I would NOT feel that taking my vehicle to the location, that broke more than fixed, would ? yield a fair resultFrom day ONE everyone at Urse Dodge told me “that’s how you brought it here”! So no, I honestly do not feel that taking the vehicle back to you would be fairThat IS NOT the optionI’ve had nothing but nasty service & no, that will not happenI’m going to go to Crysler & everywhere I possibly can to make this happenI can not believe you treat your customers like thisThis is insane.?
Dear ***? I am writing in response to the complaint filed by the *** *egarding the purchase of a pre-owned Jeep Wrangler Unlimited? The vehicle had a certified pre-owned inspection completed at our dealership on 2/27/? This inspection is used to determine if a vehicle
meets the requirements to be certified? Once the inspection is completed the pre-owned vehicle manager has to agree to certify it and in-turn process the certification paperwork through the manufacturer? This designation allows the next owner extended warranty coverage, roadside assistance, and next day rental coverage for warranty repairs? It is our belief that this is a great added value to pass along to our customers whenever it's possible? The Jeep Wrangler identified in the consumer notice *** *** passed all of FCA's certified pre-owned vehicle checklist as indicated by the technician that completed the inspection (see attached) on 2/27/? Our organization held a pre-owned sale during the dates of 3/- 3/? This Jeep was purchased at the sale as a certified pre-owned Jeep? Previous to purchasing the Jeep, our customer looked at the vehicle the evening prior to purchasing it? They then returned the next day and spent a lot of time with the salesperson negotiating the terms of a deal and inspecting the vehicle? The salesperson took the time to go through the whole vehicle, including the jack compartment, speaker compartments, under the seats, all other interior portions of the vehicle? To the best of our knowledge there was no water or condensation in the Jeep at the time of delivery, or during our technicians inspection.The customer did notice a small dent on the exterior during this process and asked if we would be willing to repair it? We agreed that we would do so? Once the customer agreed to purchase we included in writing that we would repair the dent? This document is called a "We Owe" and states that nothing else is owed or promised? We know that sometimes on a car lot a small ding or dent can occur? We are confident it did not exist during the inspection on 2/27/16, but certainly could have occurred while on our lot? The signed We Owe is included.Our customer called into the dealership the day after their purchase, 3/11/16, with various concerns regarding their Jeep? It was explained to them that they should direct any concerns or questions to *** *** the pre-owned sales manager? ***e made numerous attempts to contact the customer that day and the next with no response from the customer? Eventually, they did speak to ***e and our finance manager at our Morgantown location and stated that they have water in the jack compartment and what they believe to an old jack in the vehicle? We asked to have the vehicle brought into our service department? Upon receiving the Jeep it was clearly evident that the Wranglers top was not put on properly? The bolts in the back of the top were tightened down way too tight and the clips in the front were not affixed properly? This would without a doubt cause the seal to be damaged, as this is a very common occurrence for new Wrangler owners? Our customer did state to *** that they had the panels off? We agreed to replace the seal and repair this as well as supplying a new jack to the customer? Our service department has replaced the seal, installed a new jack, and repaired the dent? We have repaired each of the customers concerns without asking for any payment or deductible from the customer and consider this matter closed.Respectfully,*** ***
On occasion we do direct mail to our customers and conquest customers.This is a very effective method to advertise to customers that may be in the market? *** *** is in our data base for service work he had done at our Morgantown location? Therefore when we do a data base mailer he is
on the list? We have marked him do not mail to, we have also deleted his address and phone number from our DMS computer system? However there is no guarantee that we will never mail him again or call him again? If we do a conquest mailer as mentioned above that is a list provided normally from ** *** data who buys customer information from the DMV? If we select the type of criteria that *** fits in there is no way of deleting his name and information from getting our mail.*** said he gets regular mailings from us, which can not be the case because we have not done a direct mail sale in about a year? If Chrysler Corporation sends him information I can not control nor stop that? If another Chrysler or none Chrysler dealer sends him Direct mail we can not control that nor stop that? I feel that he must have us confused with other mailing he is getting? If he can show me something that I have sent him other then the buy back mailer we just did this month I would be able to look into it further? The phone calls that he received were from me Doug Urse asking him if he was interested in either trading his car in, or to just sell it back to us? ? *** stated that he has called in about six times? I have looked in our phone recording system that goes back years and there are no calls from him to us complaining about any type of mailer? There is a few phone calls surrounding the time that he had a service appointment? ? One thing he may do is contact ** *** and let them know that he does not own that vehicle any longer? There is still no guarantee that he will not receive mail from us or another dealer? I am sorry that he is getting so upset about mail being sent to him? In closing again if he has something that can be sent to you then you forward it to me I would be more then happy to look into if further.Doug Urse? ? ?
We have responded to this complaint.? We feel what we have explained is clear and correct.? We are very sorry the customer doesn't understand how the numbers come about