Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Sorry for the delay, let me address all the points made by Mike J in his replyPoint 1: Please accept this email as response to the customer's concern regarding his recent vehicle purchaseWe do appreciate every customer's business, and do appreciate that he drove minutes to purchase a vehicle from us, which is not uncommon based on the often 'below market pricing' featured in our internet special pricingANSWER: Let's not bring price into the picture considering that the minivan was advertised as $on Cecconi's website but I will end up paying $21000+ when all is said and done even with a $4k downpayment And that's not interest related either as my rate is 3.9% Regular math doesn't work the same way as car dealer mathPoint 2: In order to attempt to avoid him having to return to the dealership to address a concern with brake noise, the dealership pre-authorized the customer to spend up to $to have his concerns addressed at a local dealership, along with committing several [redacted] interior cleaning gift cards to rectify his concern with the interior cleaningGiven that no concerns related to safety or New York state inspection, the reimbursement offer was simply an outreach in order to satisfy the customerANSWER: "A concern with brake noise" ended up being the brakes were installed INCORRECTLY That's not a concern, that is an actual issue [redacted] ***e showed me where the brakes were wearing incorrectly and in fact I still have the evidence You DID NOT pre-authorize me to spend up to $450, you said I should check with Shawn R because your price for repair would have been $tops I called him back when [redacted] ***e called me with the price but he was unavailable Then when he called me back, I was unavailable I approved the repair of $with [redacted] ***e because I needed the van repaired by that weekend (this was on 2015-07-10) Keep in mind that my original complaint was for the cost of the brake repair (unknown at the time) PLUS the $GPS upgrade which your salesperson said I didn't need to do because "it updates automatically." When you say several [redacted] interior cleaning gift cards, I received two minute interior cleaning gift cards, which say they will work for vans even though [redacted] ***'s site says to add $plus minutes to the base cost of $12.99) So let's say the gift cards you sent me are worth $ Two of them means $ I'm still out a $(plus tax) cost of the complete interior detailing from their website That's still $60+ out of my pocket for something that should have been done before the vehicle was turned over to me This cost can be verified on their website I read "Given that no concerns related to safety or New York state inspection, the reimbursement offer was simply an outreach in order to satisfy the customer." as "regardless of any actual brake problems caused by our install or our lack of mechanically checking the brakes, we tried to shut the customer up as cheaply as possible." Point 3: In addition to our service manager's contact informationthe customer also was provided with the cell phone number for the store general managerThe customer did not speak to the store service director or call the store manager to discuss any increased priceANSWER: Correct, I did have your cell phone number, and called and spoke with you several times For the day of the repair, you told me to call Shawn R as you were out that day So I called him and left messages and didn't bother you I certainly could have but it was your day off If Shawn or you had provided Shawn's cell phone number, I could have called him as well Nearly every time I called for him, Cathy at your front desk said he was in meetings But wait, earlier in your paragraph, you said "the dealership pre-authorized the customer to spend up to $to have his concerns addressed at a local dealership" so then why the "The customer did not speak to the store service director or call the store manager to discuss any increased price."'? How about being proactive and contacting the other dealership yourself and working out a deal instead of leaving me in the middle? If you had done that and negotiated a lower price, I would have accepted that But gee, maybe there's a reason why another dealership won't return your calls? Point 4: In response to his statements regarding not receiving return calls, or lies, it is accurate that he called immediately prior to the July 4th holiday weekend, and that I did reply to him via email that our response would take several days, which it didAny reference that this customer has makes about being lied to is completely inaccurateWhat is accurate is that the check was cut for $in error, and that the [redacted] gift cards were not sent with the letterBoth errors were corrected the next day, after the customer left an obscenity laced phone message on the cell phone of the store general managerANSWER: I had to try to call you and reach out to you FAR FAR more than I received calls or updates from your dealership When trying to rectify a customer service issue, the customer shouldn't have to keep calling back to try to chase down his reimbursement, that's bad customer service Oh really? So when I called Shawn on 2015-07-and was told the check for $plus several vouchers would go out that week and they hadn't even been MAILED when I called on 2015-07-20, that wasn't a LIE, that was just a mistake? It apparently takes the SERVICE MANAGER of a dealership more than a week (and two tries) to get a check cut for the accurate amount to a dissatisfied customer? So the check was cut in error for $when I had been told $by both yourself, the General Manager, and Shawn [redacted] , the Customer "Service" Manager? Between the two of you, I heard the $amount at least times So that's some major error that $was randomly left off the check as well as no vouchers were mailed The impossible thing that we'll never find out is, was the $check plus two vouchers that don't cover the service I paid for, were they sent out after I left my angry voicemail or before? Point 5: Both errors were corrected the next day, after the customer left an obscenity laced phone message on the cell phone of the store general managerANSWER: I absolutely own up to this, I should know better than to make an angry phone call I DID leave an obscenity laced voicemail for you when I received a check for the incorrect amount And I did receive the check for $along with two basic interior cleaning vouchers the next day I should not have cursed and should have just left a frustrated message, that is my faultPoint 6: The customer should be in receipt of both the $and the gift certificates within a day or twoANSWER: Yes, I do have a check for $400, a check for $50, and two basic interior cleaning [redacted] gift certificates (which together don't total up to the cost of the full interior detailing which removed the pet fur and other crud I found in the vehicle, including some chewed gum) I thank you for that, I think, I suppose it's better than nothingBUT, and this is a big BUT, this still doesn't cover the $cost of the GPS upgrade on Chrysler's site OR the amount of time and hassle I've put into this case I shouldn't have to get the media and the Revdex.com involved over something like this With the reimbursement as it stands, I STILL have to pay for the GPS upgrade out of pocket even though Jerrica D, your salesperson, told me twice that there's nothing to update and it updates automatically If you had covered this or at least offered to cover $of it, I could understand you saying that you've done all you can to make this right As it stands, you have not and have still left a dissatisfied customer In one of our earliest conversations, before I went to [redacted] ***e to get the brakes looked at, you told me that the highest you were willing to go was "$plus several vouchers" and I had told you even then that doesn't cover all the costs I'll never buy a car at Cecconi's againIn the long run, I am sure you believe this issue to be resolved with a satisfactory outcome I do not, issues were not resolved until I chased after them repeatedly over the course of a month and at the end of it, I will still need to pay out of pocket for GPS updates and the full interior detailing that I already paid for That's another $+ $= $that I consider unresolved.Oh and by the way, none of this has addressed the issue of the previous customer's private information being in the GPS system, including their home address That is a breach of customer data since you are supposed to wipe that out of the GPS There was also no attempt to send me instructions on how to wipe out the GPS so you could at least say you left the ball in my court That's a callous disregard for customer data Regards,
We certainly understand the frustration that occurs when a vehicle has multiple mechanical concernsIn this case, our shop foreman pursued the repair process personally due to the repeated concerns with the vehicleWe did perform an oil consumption test, as the customer indicated, which resulted in the recommendation that the engine be replacedDuring the period that the vehicle was not operable, we provided the customer with rental transportationAgain, we understand that the customer was dissatisfied with the mechanical failure, and that they have lost confidence in the repair process followed by the dealershipIn this case, the problem was significant, and the mechanic tasked with repairing the vehicle is a master certified Chrysler mechanic with decades of experience and training in virtually all areas of Chrysler make vehicle repairWe are aware the customer has in this case opted to pursue the New York State process in order to request a factory buyback of the vehicleThat process is process that involves the manufacturer, the customer, and the state, and there is nothing further the dealership can assist with regarding that processif the customer opts to pursue another avenue, we will be more than willing to assist in any way possiblePlease contact store management with any questions or concerns at [redacted]
With apologies for any miscommunication on our part, we had offered to reimburse the customer $for work that they had previously performed at another shopAs far as the $mentioned in the complaint, we are unfortunately unsure how that misunderstanding took placeDue to the confusion, we would certainly be willing to extend an offer of $in credit at the dealership towards any sales service or parts expense in addition to the check that our management team had previously offeredWe strive to leave every customer satisfied that we have worked with them to resolve any concerns that arisePlease feel free to contact either the store manager, Mike, or the service director Shawn, and we'll be happy to resolve this situation with the customerThank you, Mike J [redacted] General Manager Joe Cecconis Chrysler Complex ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you just was not happy with everything at first thanks for making things right Regards, [redacted]
In response to the concerns regarding the [redacted] , we do apologize for the inconvenience in the transaction, and will make sure that all money related to the transaction is promptly refundedWe also apologize for the delays in getting you the information regarding the status of your vehicle transaction, and we strive to communicate as quickly and clearly as possible all information relating to a vehicle dealAs far as the time expended relating to your attempted vehicle purchase, we would work hard to rectify any such inconvenience if given the opportunity Thank you, [redacted] General Manager Joe Cecconis Chrysler Complex
We did locate and purchase a [redacted] on behalf of the customer, and ultimately the customer had a concern with the vehicleThe dealer who we purchased the vehicle mailed the key to our dealership, and our main office forwarded the key to the customer who they believed had purchased the vehicleThere was clearly no intent to harrass any customer by mailing them a key, particularly as the key costs approximately $We have spoken to the customer, and he indicated he might be travelling to the area for work, and that it would not be inconvenient to return the key to the dealershipWe have also agreed to refund the deposit that the customer left at the dealership when they agreed to purchase the vehiclePlease call [redacted] at [redacted] with any questions or concerns
With apologies to the customer, we will look into his service contract refund immediately and ensure that the refund is forwarded to the finance company on his behalfIf the refund does not show received and posted by the finance company by the end of next week, the customer should please contact the dealership General Manager at [redacted] ***We do understand that the delay seems disconcerting to the customer, but in this case there was simply and error in processing the refundWe regularly review dealership processes in order to eliminate inconvenience and this situation will certainly be reviewed by dealership management in order to avoid similar situations in the future.Thank you, [redacted] General Manager Joe Cecconis Chrysler Complex [redacted]
The customer met with the store General Manager and Service Director to discuss her concerns with her vehicleWe reviewed her vehicle together, and it appears that all of the concerns on her Ram did pass New York State InspectionHowever, due to her concern with a clunking noise, Joe Cecconis Chrysler Complex did agree to reimburse her $439, which represents the entirety of her bill which could have possibly have been related to the noise she experiencedThe customer has expressed that she is satisfied with the offerIf there are any additional concerns, please contact [redacted] at Joe Cecconis Chrysler ComplexThank you, [redacted] General Manager Joe Cecconis Chrysler Complex
We spoke with the customer today and reviewed her concern which stems from the number of times she has had repairs completed on the vehicleShe feels that the product was not as dependable as she would likeWe also reviewed with her that we have been aware of her dissatisfaction, and as a result, have waived her deductible on her extended service contract when she has brought the vehicle into our service department on several occasionsThe wiper motor is not working as she expected and she has agreed to return to the dealership this week to have looked at again
We met with the customer yesterday and resigned their paperwork through an alternative finance company at identical terms to the initial finance approvalIt is also accurate that the vehicle required mechanical repairs that were not covered by any warranty, but which were paid for by the dealership
regardless
We apologize for any delay in the contract processing, and for any concern that this caused the customerPlease call or email *** *** at *** if there are any further concerns
In response to your concern regarding timely follow up from my staff, I do apologize for any delays in getting back to you, and I will always do my best to work with any customer who is unhappy with their experience at the dealershipI do understand that there was a significant wait the first day
you came into the dealership, unfortunately the store was extremely busy on that dayI know that working through your deal did present several challenges involving both the credit and negative equity situations, which make it more complicated to work throughHaving said that, Ill always try to present a options to every customer thatPlease keep in mind that when there are problems with either the equity situation or the credit history, the more you are willing to work with us on vehicle and down payment options, the more opportunities we may have to helpAs far as my staff coming across as rude, please keep in mind, that I greeted you personally on the lot on the first day, and you utilized profane language within the first sentence of our conversationWhile that would not excuse my staff from being rude in kind, you did initiate using profane language at my business, and it is possible that employees may have responded to that approach by not delivering the best possible serviceIf you would like to ‘reset’ and see if we can work with you on taking delivery of a new or used vehicle, please call or email me and Ill be happy to try and move forward on a vehicle deal
Thanks
Please accept this clarification of the *** bureau inquiries that were run on behalf of the customerThe customer, prior to contacting the dealership, submitted an online application to ***, which led to an inquiry on his *** bureau on 5/ Upon reaching the dealership, he provided his complete application information, and an inquiry was submitted on his behalf, also on 5/No further action was taken by the dealership regarding *** inquiries or finance applications at that timeOn 5/13, the customers spouse entered an application to ***, also independent of the dealershipThis resulted in an inquiry on her *** bureau as wellOn or about 5/the customer came to the dealership with several concerns, and he met with our General Sales ManagerThe result of the meeting was that the dealership agreed to pursue finance approval on his behalf on a vehicle, which the dealership did doThe finance application was then submitted to seven finance sources in an attempt to obtain finance approvalConditional finance approval was obtained, subject to verification of certain application informationThe application includes the following disclaimer:" You authorize us to submit this application and any other application submitted in connection with the proposed transaction to the financial institutions disclosed to you by us the dealersThis application will be reviewed by such financial institutions on behalf of themselves and us the dealerIn addition, in accordance with the Fair *** Reporting Act, you authorize that such financial institutions may submit your applications to other financial institutions for the purpose of fulfilling your request to apply for credit"Please contact *** ***, at *** *** with any questions or concerns
In response to Mr***'s concern, we have reviewed both how the initial phone call and the service work was handled during his recall workWe would agree that his initial call could have been handled more smoothly, and also acknowledge that our mechanic did err in completing the recall properly
We have reviewed the situation with both of the employees involved in order to improve the customer process going forwardWe would like to offer Mr*** a $credit towards any future service or parts work here at the dealership as an apology for his time and inconvenienceIf there are any additional concerns that I can address, Mr*** can feel free to call me directly at (*** ***x*** and Ill be happy to work with him.
Thanks,
*** ***
General Manager
Joe Cecconis Chrysler Complex
We have spoken to the customer and are working with him and his insurance company to determine whether his insurance company or the factory warranty will be responsible for the repairs to his Jeep. If there are any further questions or concerns please call the store manager at [redacted]...
In response to the customer concern, we did receive a complete [redacted] application on 5/10/2014. If there was any failure to properly communicate the [redacted] review and approval process at that point, we sincerely apologize for that failure. At that point, one inquiry had been entered by our company...
to review the [redacted] approval picture. After additional conversation with the customer, we submitted an application on his behalf for [redacted] approval on 5/21. We received a conditional finance approval, subject to verification of information provided, from one of the finance companies that we work with. We then communicated the finance requirements to the customer. As of now, it appears that some of the information provided on the application by the customer has not been verifiable at this point. The status of homeownership, as well as the complete verification of all income provided on the application for both parties are still pending at this point. They are required by the finance company to complete the approval, and we are more than willing to work with the customer on completion of his finance application. If those verifications cannot be provided, we are willing to work with the customer to find alternative solutions. Please contact [redacted] at [redacted], Ill be more than happy to attempt to work with him on resolving the situation.
We appreciate and apologize for the customer's inconvenience. We met with the customer and with [redacted] Rental Car Company. [redacted] had taken the customer's credit card as a security measure when the...
vehicle was rented. [redacted] verified that they have received payment from us and the mistake was on the their part. They agreed that they owed a refund to the customer and that it could take a few weeks as it must come out of their Corporate Offices. They apologized to the customer, and the customer acknowledged that it was partially their fault as they received three letters from [redacted] but never contacted anyone concerning the letters. If they had, this situation would have been resolved before it ever happened. Again, we understand the concern of the customer, and will continue to work with [redacted] in order to obtain the customer's refund as quickly as possible. If there are any questions, please give [redacted] a call at [redacted]
In response to this complaint, our last conversation with the vehicle owner indicated that she was satisfied with our removal of the rock from the brakes, which we removed at no charge to the customer. The brakes are currently in like new condition, with approximately 80% remaining life. We...
are under the impression at this time that this complaint was not originated by the owner of the vehicle, but by a family member, who is not the owner of the vehicle, nor party to the transaction. If the vehicle owner is dissatisfied with the situation with the brake, she can call our service director at ([redacted] and he will be happy to review the matter further.
We certainly understand the frustration that occurs when a vehicle has multiple mechanical concerns. In this case, our shop foreman pursued the repair process personally due to the repeated concerns with the vehicle. We did perform an oil consumption test, as the customer indicated, which resulted in the recommendation that the engine be replaced. During the period that the vehicle was not operable, we provided the customer with rental transportation. Again, we understand that the customer was dissatisfied with the mechanical failure, and that they have lost confidence in the repair process followed by the dealership. In this case, the problem was significant, and the mechanic tasked with repairing the vehicle is a master certified Chrysler mechanic with decades of experience and training in virtually all areas of Chrysler make vehicle repair. We are aware the customer has in this case opted to pursue the New York State process in order to request a factory buyback of the vehicle. That process is process that involves the manufacturer, the customer, and the state, and there is nothing further the dealership can assist with regarding that process. if the customer opts to pursue another avenue, we will be more than willing to assist in any way possible.
Please contact store management with any questions or concerns at [redacted]
It is always important to Joe Cecconi's Chrysler Complex to reach out in the case of any customer concern and attempt to resolve the issue. In this specific instance, the dealership made a poor business decision, which ultimately led to this complaint. The customer's credit history showed a series...
of delinquent mortgage payments, including a credit report showing the mortgage status as currently more than thirty days 'past due.' The customer requested to be allowed to take delivery of the vehicle on the condition that he would return the next day with proof that he had paid his mortgage 'up to date', which was a contingency of his finance approval. At that time, the dealership also promised to make a specific repair to the customer's vehicle.The following day, the customer called in to dealership management, and, using abusive and profane language, explained that he would not bring the documents he had committed to bring back to the dealership. Clearly, the dealership should not have allowed the customer to take delivery of the vehicle without having possession of all required documentation. When the store General Manager called the customer to rectify the situation, the customer hung up the phone on him after only a few moments. Ultimately, the dealership was able to complete the financing arrangement with the finance company by at paying a significant fee to the finance company, in lieu of the promised mortgage documentation. While Joe Cecconi's Chrysler clearly erred in accepting the customer at his word, the dealership will be willing to provide the promised part to the customer on the condition that he not return to the dealership for further sales or service work. If there is an additional existing mechanical concern with the vehicle, as the customer states in his complaint, dealership management is currently not aware of that problem, and will be willing to discuss the potential repair for any such concerns that may exist. The only additional requirement that the dealership would ask, is that the customer refrain from further profane or abusive language if he wishes to call management to review that concern. Please contact [redacted] at [redacted] if there are any further questions or concerns.Thank you
[redacted]
General Manager
Joe Cecconis Chrysler Complex
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Sorry for the delay, let me address all the points made by Mike J in his reply.
Point 1: Please accept this email as response to the customer's concern regarding his recent vehicle purchase. We do appreciate every customer's business, and do appreciate that he drove 90 minutes to purchase a vehicle from us, which is not uncommon based on the often 'below market pricing' featured in our internet special pricing.
ANSWER: Let's not bring price into the picture considering that the minivan was advertised as $17900 on Cecconi's website but I will end up paying $21000+ when all is said and done even with a $4k downpayment. And that's not interest related either as my rate is 3.9%. Regular math doesn't work the same way as car dealer math.
Point 2: In order to attempt to avoid him having to return to the dealership to address a concern with brake noise, the dealership pre-authorized the customer to spend up to $450 to have his concerns addressed at a local dealership, along with committing several [redacted] interior cleaning gift cards to rectify his concern with the interior cleaning. Given that no concerns related to safety or New York state inspection, the reimbursement offer was simply an outreach in order to satisfy the customer.
ANSWER: "A concern with brake noise" ended up being the brakes were installed INCORRECTLY. That's not a concern, that is an actual issue. [redacted]e showed me where the brakes were wearing incorrectly and in fact I still have the evidence. You DID NOT pre-authorize me to spend up to $450, you said I should check with Shawn R because your price for repair would have been $300 tops. I called him back when [redacted]e called me with the price but he was unavailable. Then when he called me back, I was unavailable. I approved the repair of $330.41 with [redacted]e because I needed the van repaired by that weekend (this was on 2015-07-10). Keep in mind that my original complaint was for the cost of the brake repair (unknown at the time) PLUS the $149 GPS upgrade which your salesperson said I didn't need to do because "it updates automatically." When you say several [redacted] interior cleaning gift cards, I received two 10 minute interior cleaning gift cards, which say they will work for vans even though [redacted]'s site says to add $2.49 plus 5 minutes to the base cost of $12.99). So let's say the gift cards you sent me are worth $15. Two of them means $30. I'm still out a $99 (plus tax) cost of the complete interior detailing from their website. That's still $60+ out of my pocket for something that should have been done before the vehicle was turned over to me. This cost can be verified on their website. I read "Given that no concerns related to safety or New York state inspection, the reimbursement offer was simply an outreach in order to satisfy the customer." as "regardless of any actual brake problems caused by our install or our lack of mechanically checking the brakes, we tried to shut the customer up as cheaply as possible."
Point 3: In addition to our service manager's contact information. the customer also was provided with the cell phone number for the store general manager. The customer did not speak to the store service director or call the store manager to discuss any increased price.
ANSWER: Correct, I did have your cell phone number, and called and spoke with you several times. For the day of the repair, you told me to call Shawn R as you were out that day. So I called him and left messages and didn't bother you. I certainly could have but it was your day off. If Shawn or you had provided Shawn's cell phone number, I could have called him as well. Nearly every time I called for him, Cathy at your front desk said he was in meetings. But wait, earlier in your paragraph, you said "the dealership pre-authorized the customer to spend up to $450 to have his concerns addressed at a local dealership" so then why the "The customer did not speak to the store service director or call the store manager to discuss any increased price."'? How about being proactive and contacting the other dealership yourself and working out a deal instead of leaving me in the middle? If you had done that and negotiated a lower price, I would have accepted that. But gee, maybe there's a reason why another dealership won't return your calls?
Point 4: In response to his statements regarding not receiving return calls, or lies, it is accurate that he called immediately prior to the July 4th holiday weekend, and that I did reply to him via email that our response would take several days, which it did. Any reference that this customer has makes about being lied to is completely inaccurate. What is accurate is that the check was cut for $400 in error, and that the [redacted] gift cards were not sent with the letter. Both errors were corrected the next day, after the customer left an obscenity laced phone message on the cell phone of the store general manager.
ANSWER: I had to try to call you and reach out to you FAR FAR more than I received calls or updates from your dealership. When trying to rectify a customer service issue, the customer shouldn't have to keep calling back to try to chase down his reimbursement, that's bad customer service. Oh really? So when I called Shawn on 2015-07-13 and was told the check for $450 plus several vouchers would go out that week and they hadn't even been MAILED when I called on 2015-07-20, that wasn't a LIE, that was just a mistake? It apparently takes the SERVICE MANAGER of a dealership more than a week (and two tries) to get a check cut for the accurate amount to a dissatisfied customer? So the check was cut in error for $400 when I had been told $450 by both yourself, the General Manager, and Shawn [redacted], the Customer "Service" Manager? Between the two of you, I heard the $450 amount at least 3 times. So that's some major error that $50 was randomly left off the check as well as no vouchers were mailed. The impossible thing that we'll never find out is, was the $50 check plus two vouchers that don't cover the service I paid for, were they sent out after I left my angry voicemail or before?
Point 5: Both errors were corrected the next day, after the customer left an obscenity laced phone message on the cell phone of the store general manager.
ANSWER: I absolutely own up to this, I should know better than to make an angry phone call. I DID leave an obscenity laced voicemail for you when I received a check for the incorrect amount. And I did receive the check for $50 along with two basic interior cleaning vouchers the next day. I should not have cursed and should have just left a frustrated message, that is my fault.
Point 6: The customer should be in receipt of both the $450 and the gift certificates within a day or two.
ANSWER: Yes, I do have a check for $400, a check for $50, and two basic interior cleaning [redacted] gift certificates (which together don't total up to the cost of the full interior detailing which removed the pet fur and other crud I found in the vehicle, including some chewed gum). I thank you for that, I think, I suppose it's better than nothing.
BUT, and this is a big BUT, this still doesn't cover the $149.99 cost of the GPS upgrade on Chrysler's site OR the amount of time and hassle I've put into this case. I shouldn't have to get the media and the Revdex.com involved over something like this. With the reimbursement as it stands, I STILL have to pay for the GPS upgrade out of pocket even though Jerrica D, your salesperson, told me twice that there's nothing to update and it updates automatically. If you had covered this or at least offered to cover $100 of it, I could understand you saying that you've done all you can to make this right. As it stands, you have not and have still left a dissatisfied customer. In one of our earliest conversations, before I went to [redacted]e to get the brakes looked at, you told me that the highest you were willing to go was "$450 plus several vouchers" and I had told you even then that doesn't cover all the costs. I'll never buy a car at Cecconi's again.
In the long run, I am sure you believe this issue to be resolved with a satisfactory outcome. I do not, issues were not resolved until I chased after them repeatedly over the course of a month and at the end of it, I will still need to pay out of pocket for GPS updates and the full interior detailing that I already paid for. That's another $60 + $149.99 = $209.99 that I consider unresolved.Oh and by the way, none of this has addressed the issue of the previous customer's private information being in the GPS system, including their home address. That is a breach of customer data since you are supposed to wipe that out of the GPS. There was also no attempt to send me instructions on how to wipe out the GPS so you could at least say you left the ball in my court. That's a callous disregard for customer data.
Regards,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Sorry for the delay, let me address all the points made by Mike J in his replyPoint 1: Please accept this email as response to the customer's concern regarding his recent vehicle purchaseWe do appreciate every customer's business, and do appreciate that he drove minutes to purchase a vehicle from us, which is not uncommon based on the often 'below market pricing' featured in our internet special pricingANSWER: Let's not bring price into the picture considering that the minivan was advertised as $on Cecconi's website but I will end up paying $21000+ when all is said and done even with a $4k downpayment And that's not interest related either as my rate is 3.9% Regular math doesn't work the same way as car dealer mathPoint 2: In order to attempt to avoid him having to return to the dealership to address a concern with brake noise, the dealership pre-authorized the customer to spend up to $to have his concerns addressed at a local dealership, along with committing several [redacted] interior cleaning gift cards to rectify his concern with the interior cleaningGiven that no concerns related to safety or New York state inspection, the reimbursement offer was simply an outreach in order to satisfy the customerANSWER: "A concern with brake noise" ended up being the brakes were installed INCORRECTLY That's not a concern, that is an actual issue [redacted] ***e showed me where the brakes were wearing incorrectly and in fact I still have the evidence You DID NOT pre-authorize me to spend up to $450, you said I should check with Shawn R because your price for repair would have been $tops I called him back when [redacted] ***e called me with the price but he was unavailable Then when he called me back, I was unavailable I approved the repair of $with [redacted] ***e because I needed the van repaired by that weekend (this was on 2015-07-10) Keep in mind that my original complaint was for the cost of the brake repair (unknown at the time) PLUS the $GPS upgrade which your salesperson said I didn't need to do because "it updates automatically." When you say several [redacted] interior cleaning gift cards, I received two minute interior cleaning gift cards, which say they will work for vans even though [redacted] ***'s site says to add $plus minutes to the base cost of $12.99) So let's say the gift cards you sent me are worth $ Two of them means $ I'm still out a $(plus tax) cost of the complete interior detailing from their website That's still $60+ out of my pocket for something that should have been done before the vehicle was turned over to me This cost can be verified on their website I read "Given that no concerns related to safety or New York state inspection, the reimbursement offer was simply an outreach in order to satisfy the customer." as "regardless of any actual brake problems caused by our install or our lack of mechanically checking the brakes, we tried to shut the customer up as cheaply as possible." Point 3: In addition to our service manager's contact informationthe customer also was provided with the cell phone number for the store general managerThe customer did not speak to the store service director or call the store manager to discuss any increased priceANSWER: Correct, I did have your cell phone number, and called and spoke with you several times For the day of the repair, you told me to call Shawn R as you were out that day So I called him and left messages and didn't bother you I certainly could have but it was your day off If Shawn or you had provided Shawn's cell phone number, I could have called him as well Nearly every time I called for him, Cathy at your front desk said he was in meetings But wait, earlier in your paragraph, you said "the dealership pre-authorized the customer to spend up to $to have his concerns addressed at a local dealership" so then why the "The customer did not speak to the store service director or call the store manager to discuss any increased price."'? How about being proactive and contacting the other dealership yourself and working out a deal instead of leaving me in the middle? If you had done that and negotiated a lower price, I would have accepted that But gee, maybe there's a reason why another dealership won't return your calls? Point 4: In response to his statements regarding not receiving return calls, or lies, it is accurate that he called immediately prior to the July 4th holiday weekend, and that I did reply to him via email that our response would take several days, which it didAny reference that this customer has makes about being lied to is completely inaccurateWhat is accurate is that the check was cut for $in error, and that the [redacted] gift cards were not sent with the letterBoth errors were corrected the next day, after the customer left an obscenity laced phone message on the cell phone of the store general managerANSWER: I had to try to call you and reach out to you FAR FAR more than I received calls or updates from your dealership When trying to rectify a customer service issue, the customer shouldn't have to keep calling back to try to chase down his reimbursement, that's bad customer service Oh really? So when I called Shawn on 2015-07-and was told the check for $plus several vouchers would go out that week and they hadn't even been MAILED when I called on 2015-07-20, that wasn't a LIE, that was just a mistake? It apparently takes the SERVICE MANAGER of a dealership more than a week (and two tries) to get a check cut for the accurate amount to a dissatisfied customer? So the check was cut in error for $when I had been told $by both yourself, the General Manager, and Shawn [redacted] , the Customer "Service" Manager? Between the two of you, I heard the $amount at least times So that's some major error that $was randomly left off the check as well as no vouchers were mailed The impossible thing that we'll never find out is, was the $check plus two vouchers that don't cover the service I paid for, were they sent out after I left my angry voicemail or before? Point 5: Both errors were corrected the next day, after the customer left an obscenity laced phone message on the cell phone of the store general managerANSWER: I absolutely own up to this, I should know better than to make an angry phone call I DID leave an obscenity laced voicemail for you when I received a check for the incorrect amount And I did receive the check for $along with two basic interior cleaning vouchers the next day I should not have cursed and should have just left a frustrated message, that is my faultPoint 6: The customer should be in receipt of both the $and the gift certificates within a day or twoANSWER: Yes, I do have a check for $400, a check for $50, and two basic interior cleaning [redacted] gift certificates (which together don't total up to the cost of the full interior detailing which removed the pet fur and other crud I found in the vehicle, including some chewed gum) I thank you for that, I think, I suppose it's better than nothingBUT, and this is a big BUT, this still doesn't cover the $cost of the GPS upgrade on Chrysler's site OR the amount of time and hassle I've put into this case I shouldn't have to get the media and the Revdex.com involved over something like this With the reimbursement as it stands, I STILL have to pay for the GPS upgrade out of pocket even though Jerrica D, your salesperson, told me twice that there's nothing to update and it updates automatically If you had covered this or at least offered to cover $of it, I could understand you saying that you've done all you can to make this right As it stands, you have not and have still left a dissatisfied customer In one of our earliest conversations, before I went to [redacted] ***e to get the brakes looked at, you told me that the highest you were willing to go was "$plus several vouchers" and I had told you even then that doesn't cover all the costs I'll never buy a car at Cecconi's againIn the long run, I am sure you believe this issue to be resolved with a satisfactory outcome I do not, issues were not resolved until I chased after them repeatedly over the course of a month and at the end of it, I will still need to pay out of pocket for GPS updates and the full interior detailing that I already paid for That's another $+ $= $that I consider unresolved.Oh and by the way, none of this has addressed the issue of the previous customer's private information being in the GPS system, including their home address That is a breach of customer data since you are supposed to wipe that out of the GPS There was also no attempt to send me instructions on how to wipe out the GPS so you could at least say you left the ball in my court That's a callous disregard for customer data Regards,
We certainly understand the frustration that occurs when a vehicle has multiple mechanical concernsIn this case, our shop foreman pursued the repair process personally due to the repeated concerns with the vehicleWe did perform an oil consumption test, as the customer indicated, which resulted in the recommendation that the engine be replacedDuring the period that the vehicle was not operable, we provided the customer with rental transportationAgain, we understand that the customer was dissatisfied with the mechanical failure, and that they have lost confidence in the repair process followed by the dealershipIn this case, the problem was significant, and the mechanic tasked with repairing the vehicle is a master certified Chrysler mechanic with decades of experience and training in virtually all areas of Chrysler make vehicle repairWe are aware the customer has in this case opted to pursue the New York State process in order to request a factory buyback of the vehicleThat process is process that involves the manufacturer, the customer, and the state, and there is nothing further the dealership can assist with regarding that processif the customer opts to pursue another avenue, we will be more than willing to assist in any way possiblePlease contact store management with any questions or concerns at [redacted]
With apologies for any miscommunication on our part, we had offered to reimburse the customer $for work that they had previously performed at another shopAs far as the $mentioned in the complaint, we are unfortunately unsure how that misunderstanding took placeDue to the confusion, we would certainly be willing to extend an offer of $in credit at the dealership towards any sales service or parts expense in addition to the check that our management team had previously offeredWe strive to leave every customer satisfied that we have worked with them to resolve any concerns that arisePlease feel free to contact either the store manager, Mike, or the service director Shawn, and we'll be happy to resolve this situation with the customerThank you, Mike J [redacted] General Manager Joe Cecconis Chrysler Complex ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you just was not happy with everything at first thanks for making things right Regards, [redacted]
In response to the concerns regarding the [redacted] , we do apologize for the inconvenience in the transaction, and will make sure that all money related to the transaction is promptly refundedWe also apologize for the delays in getting you the information regarding the status of your vehicle transaction, and we strive to communicate as quickly and clearly as possible all information relating to a vehicle dealAs far as the time expended relating to your attempted vehicle purchase, we would work hard to rectify any such inconvenience if given the opportunity Thank you, [redacted] General Manager Joe Cecconis Chrysler Complex
We did locate and purchase a [redacted] on behalf of the customer, and ultimately the customer had a concern with the vehicleThe dealer who we purchased the vehicle mailed the key to our dealership, and our main office forwarded the key to the customer who they believed had purchased the vehicleThere was clearly no intent to harrass any customer by mailing them a key, particularly as the key costs approximately $We have spoken to the customer, and he indicated he might be travelling to the area for work, and that it would not be inconvenient to return the key to the dealershipWe have also agreed to refund the deposit that the customer left at the dealership when they agreed to purchase the vehiclePlease call [redacted] at [redacted] with any questions or concerns
With apologies to the customer, we will look into his service contract refund immediately and ensure that the refund is forwarded to the finance company on his behalfIf the refund does not show received and posted by the finance company by the end of next week, the customer should please contact the dealership General Manager at [redacted] ***We do understand that the delay seems disconcerting to the customer, but in this case there was simply and error in processing the refundWe regularly review dealership processes in order to eliminate inconvenience and this situation will certainly be reviewed by dealership management in order to avoid similar situations in the future.Thank you, [redacted] General Manager Joe Cecconis Chrysler Complex [redacted]
The customer met with the store General Manager and Service Director to discuss her concerns with her vehicleWe reviewed her vehicle together, and it appears that all of the concerns on her Ram did pass New York State InspectionHowever, due to her concern with a clunking noise, Joe Cecconis Chrysler Complex did agree to reimburse her $439, which represents the entirety of her bill which could have possibly have been related to the noise she experiencedThe customer has expressed that she is satisfied with the offerIf there are any additional concerns, please contact [redacted] at Joe Cecconis Chrysler ComplexThank you, [redacted] General Manager Joe Cecconis Chrysler Complex
We spoke with the customer today and reviewed her concern which stems from the number of times she has had repairs completed on the vehicleShe feels that the product was not as dependable as she would likeWe also reviewed with her that we have been aware of her dissatisfaction, and as a result, have waived her deductible on her extended service contract when she has brought the vehicle into our service department on several occasionsThe wiper motor is not working as she expected and she has agreed to return to the dealership this week to have looked at again
We met with the customer yesterday and resigned their paperwork through an alternative finance company at identical terms to the initial finance approvalIt is also accurate that the vehicle required mechanical repairs that were not covered by any warranty, but which were paid for by the dealership
regardless
We apologize for any delay in the contract processing, and for any concern that this caused the customerPlease call or email *** *** at *** if there are any further concerns
In response to your concern regarding timely follow up from my staff, I do apologize for any delays in getting back to you, and I will always do my best to work with any customer who is unhappy with their experience at the dealershipI do understand that there was a significant wait the first day
you came into the dealership, unfortunately the store was extremely busy on that dayI know that working through your deal did present several challenges involving both the credit and negative equity situations, which make it more complicated to work throughHaving said that, Ill always try to present a options to every customer thatPlease keep in mind that when there are problems with either the equity situation or the credit history, the more you are willing to work with us on vehicle and down payment options, the more opportunities we may have to helpAs far as my staff coming across as rude, please keep in mind, that I greeted you personally on the lot on the first day, and you utilized profane language within the first sentence of our conversationWhile that would not excuse my staff from being rude in kind, you did initiate using profane language at my business, and it is possible that employees may have responded to that approach by not delivering the best possible serviceIf you would like to ‘reset’ and see if we can work with you on taking delivery of a new or used vehicle, please call or email me and Ill be happy to try and move forward on a vehicle deal
Thanks
Please accept this clarification of the *** bureau inquiries that were run on behalf of the customerThe customer, prior to contacting the dealership, submitted an online application to ***, which led to an inquiry on his *** bureau on 5/ Upon reaching the dealership, he provided his complete application information, and an inquiry was submitted on his behalf, also on 5/No further action was taken by the dealership regarding *** inquiries or finance applications at that timeOn 5/13, the customers spouse entered an application to ***, also independent of the dealershipThis resulted in an inquiry on her *** bureau as wellOn or about 5/the customer came to the dealership with several concerns, and he met with our General Sales ManagerThe result of the meeting was that the dealership agreed to pursue finance approval on his behalf on a vehicle, which the dealership did doThe finance application was then submitted to seven finance sources in an attempt to obtain finance approvalConditional finance approval was obtained, subject to verification of certain application informationThe application includes the following disclaimer:" You authorize us to submit this application and any other application submitted in connection with the proposed transaction to the financial institutions disclosed to you by us the dealersThis application will be reviewed by such financial institutions on behalf of themselves and us the dealerIn addition, in accordance with the Fair *** Reporting Act, you authorize that such financial institutions may submit your applications to other financial institutions for the purpose of fulfilling your request to apply for credit"Please contact *** ***, at *** *** with any questions or concerns
In response to Mr***'s concern, we have reviewed both how the initial phone call and the service work was handled during his recall workWe would agree that his initial call could have been handled more smoothly, and also acknowledge that our mechanic did err in completing the recall properly
We have reviewed the situation with both of the employees involved in order to improve the customer process going forwardWe would like to offer Mr*** a $credit towards any future service or parts work here at the dealership as an apology for his time and inconvenienceIf there are any additional concerns that I can address, Mr*** can feel free to call me directly at (*** ***x*** and Ill be happy to work with him.
Thanks,
*** ***
General Manager
Joe Cecconis Chrysler Complex
We have spoken to the customer and are working with him and his insurance company to determine whether his insurance company or the factory warranty will be responsible for the repairs to his Jeep. If there are any further questions or concerns please call the store manager at [redacted]...
[redacted]
In response to the customer concern, we did receive a complete [redacted] application on 5/10/2014. If there was any failure to properly communicate the [redacted] review and approval process at that point, we sincerely apologize for that failure. At that point, one inquiry had been entered by our company...
to review the [redacted] approval picture. After additional conversation with the customer, we submitted an application on his behalf for [redacted] approval on 5/21. We received a conditional finance approval, subject to verification of information provided, from one of the finance companies that we work with. We then communicated the finance requirements to the customer. As of now, it appears that some of the information provided on the application by the customer has not been verifiable at this point. The status of homeownership, as well as the complete verification of all income provided on the application for both parties are still pending at this point. They are required by the finance company to complete the approval, and we are more than willing to work with the customer on completion of his finance application. If those verifications cannot be provided, we are willing to work with the customer to find alternative solutions. Please contact [redacted] at [redacted], Ill be more than happy to attempt to work with him on resolving the situation.
We appreciate and apologize for the customer's inconvenience. We met with the customer and with [redacted] Rental Car Company. [redacted] had taken the customer's credit card as a security measure when the...
vehicle was rented. [redacted] verified that they have received payment from us and the mistake was on the their part. They agreed that they owed a refund to the customer and that it could take a few weeks as it must come out of their Corporate Offices. They apologized to the customer, and the customer acknowledged that it was partially their fault as they received three letters from [redacted] but never contacted anyone concerning the letters. If they had, this situation would have been resolved before it ever happened. Again, we understand the concern of the customer, and will continue to work with [redacted] in order to obtain the customer's refund as quickly as possible. If there are any questions, please give [redacted] a call at [redacted]
In response to this complaint, our last conversation with the vehicle owner indicated that she was satisfied with our removal of the rock from the brakes, which we removed at no charge to the customer. The brakes are currently in like new condition, with approximately 80% remaining life. We...
are under the impression at this time that this complaint was not originated by the owner of the vehicle, but by a family member, who is not the owner of the vehicle, nor party to the transaction. If the vehicle owner is dissatisfied with the situation with the brake, she can call our service director at ([redacted] and he will be happy to review the matter further.
We certainly understand the frustration that occurs when a vehicle has multiple mechanical concerns. In this case, our shop foreman pursued the repair process personally due to the repeated concerns with the vehicle. We did perform an oil consumption test, as the customer indicated, which resulted in the recommendation that the engine be replaced. During the period that the vehicle was not operable, we provided the customer with rental transportation. Again, we understand that the customer was dissatisfied with the mechanical failure, and that they have lost confidence in the repair process followed by the dealership. In this case, the problem was significant, and the mechanic tasked with repairing the vehicle is a master certified Chrysler mechanic with decades of experience and training in virtually all areas of Chrysler make vehicle repair. We are aware the customer has in this case opted to pursue the New York State process in order to request a factory buyback of the vehicle. That process is process that involves the manufacturer, the customer, and the state, and there is nothing further the dealership can assist with regarding that process. if the customer opts to pursue another avenue, we will be more than willing to assist in any way possible.
Please contact store management with any questions or concerns at [redacted]
It is always important to Joe Cecconi's Chrysler Complex to reach out in the case of any customer concern and attempt to resolve the issue. In this specific instance, the dealership made a poor business decision, which ultimately led to this complaint. The customer's credit history showed a series...
of delinquent mortgage payments, including a credit report showing the mortgage status as currently more than thirty days 'past due.' The customer requested to be allowed to take delivery of the vehicle on the condition that he would return the next day with proof that he had paid his mortgage 'up to date', which was a contingency of his finance approval. At that time, the dealership also promised to make a specific repair to the customer's vehicle.The following day, the customer called in to dealership management, and, using abusive and profane language, explained that he would not bring the documents he had committed to bring back to the dealership. Clearly, the dealership should not have allowed the customer to take delivery of the vehicle without having possession of all required documentation. When the store General Manager called the customer to rectify the situation, the customer hung up the phone on him after only a few moments. Ultimately, the dealership was able to complete the financing arrangement with the finance company by at paying a significant fee to the finance company, in lieu of the promised mortgage documentation. While Joe Cecconi's Chrysler clearly erred in accepting the customer at his word, the dealership will be willing to provide the promised part to the customer on the condition that he not return to the dealership for further sales or service work. If there is an additional existing mechanical concern with the vehicle, as the customer states in his complaint, dealership management is currently not aware of that problem, and will be willing to discuss the potential repair for any such concerns that may exist. The only additional requirement that the dealership would ask, is that the customer refrain from further profane or abusive language if he wishes to call management to review that concern. Please contact [redacted] at [redacted] if there are any further questions or concerns.Thank you
[redacted]
General Manager
Joe Cecconis Chrysler Complex
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Sorry for the delay, let me address all the points made by Mike J in his reply.
Point 1: Please accept this email as response to the customer's concern regarding his recent vehicle purchase. We do appreciate every customer's business, and do appreciate that he drove 90 minutes to purchase a vehicle from us, which is not uncommon based on the often 'below market pricing' featured in our internet special pricing.
ANSWER: Let's not bring price into the picture considering that the minivan was advertised as $17900 on Cecconi's website but I will end up paying $21000+ when all is said and done even with a $4k downpayment. And that's not interest related either as my rate is 3.9%. Regular math doesn't work the same way as car dealer math.
Point 2: In order to attempt to avoid him having to return to the dealership to address a concern with brake noise, the dealership pre-authorized the customer to spend up to $450 to have his concerns addressed at a local dealership, along with committing several [redacted] interior cleaning gift cards to rectify his concern with the interior cleaning. Given that no concerns related to safety or New York state inspection, the reimbursement offer was simply an outreach in order to satisfy the customer.
ANSWER: "A concern with brake noise" ended up being the brakes were installed INCORRECTLY. That's not a concern, that is an actual issue. [redacted]e showed me where the brakes were wearing incorrectly and in fact I still have the evidence. You DID NOT pre-authorize me to spend up to $450, you said I should check with Shawn R because your price for repair would have been $300 tops. I called him back when [redacted]e called me with the price but he was unavailable. Then when he called me back, I was unavailable. I approved the repair of $330.41 with [redacted]e because I needed the van repaired by that weekend (this was on 2015-07-10). Keep in mind that my original complaint was for the cost of the brake repair (unknown at the time) PLUS the $149 GPS upgrade which your salesperson said I didn't need to do because "it updates automatically." When you say several [redacted] interior cleaning gift cards, I received two 10 minute interior cleaning gift cards, which say they will work for vans even though [redacted]'s site says to add $2.49 plus 5 minutes to the base cost of $12.99). So let's say the gift cards you sent me are worth $15. Two of them means $30. I'm still out a $99 (plus tax) cost of the complete interior detailing from their website. That's still $60+ out of my pocket for something that should have been done before the vehicle was turned over to me. This cost can be verified on their website. I read "Given that no concerns related to safety or New York state inspection, the reimbursement offer was simply an outreach in order to satisfy the customer." as "regardless of any actual brake problems caused by our install or our lack of mechanically checking the brakes, we tried to shut the customer up as cheaply as possible."
Point 3: In addition to our service manager's contact information. the customer also was provided with the cell phone number for the store general manager. The customer did not speak to the store service director or call the store manager to discuss any increased price.
ANSWER: Correct, I did have your cell phone number, and called and spoke with you several times. For the day of the repair, you told me to call Shawn R as you were out that day. So I called him and left messages and didn't bother you. I certainly could have but it was your day off. If Shawn or you had provided Shawn's cell phone number, I could have called him as well. Nearly every time I called for him, Cathy at your front desk said he was in meetings. But wait, earlier in your paragraph, you said "the dealership pre-authorized the customer to spend up to $450 to have his concerns addressed at a local dealership" so then why the "The customer did not speak to the store service director or call the store manager to discuss any increased price."'? How about being proactive and contacting the other dealership yourself and working out a deal instead of leaving me in the middle? If you had done that and negotiated a lower price, I would have accepted that. But gee, maybe there's a reason why another dealership won't return your calls?
Point 4: In response to his statements regarding not receiving return calls, or lies, it is accurate that he called immediately prior to the July 4th holiday weekend, and that I did reply to him via email that our response would take several days, which it did. Any reference that this customer has makes about being lied to is completely inaccurate. What is accurate is that the check was cut for $400 in error, and that the [redacted] gift cards were not sent with the letter. Both errors were corrected the next day, after the customer left an obscenity laced phone message on the cell phone of the store general manager.
ANSWER: I had to try to call you and reach out to you FAR FAR more than I received calls or updates from your dealership. When trying to rectify a customer service issue, the customer shouldn't have to keep calling back to try to chase down his reimbursement, that's bad customer service. Oh really? So when I called Shawn on 2015-07-13 and was told the check for $450 plus several vouchers would go out that week and they hadn't even been MAILED when I called on 2015-07-20, that wasn't a LIE, that was just a mistake? It apparently takes the SERVICE MANAGER of a dealership more than a week (and two tries) to get a check cut for the accurate amount to a dissatisfied customer? So the check was cut in error for $400 when I had been told $450 by both yourself, the General Manager, and Shawn [redacted], the Customer "Service" Manager? Between the two of you, I heard the $450 amount at least 3 times. So that's some major error that $50 was randomly left off the check as well as no vouchers were mailed. The impossible thing that we'll never find out is, was the $50 check plus two vouchers that don't cover the service I paid for, were they sent out after I left my angry voicemail or before?
Point 5: Both errors were corrected the next day, after the customer left an obscenity laced phone message on the cell phone of the store general manager.
ANSWER: I absolutely own up to this, I should know better than to make an angry phone call. I DID leave an obscenity laced voicemail for you when I received a check for the incorrect amount. And I did receive the check for $50 along with two basic interior cleaning vouchers the next day. I should not have cursed and should have just left a frustrated message, that is my fault.
Point 6: The customer should be in receipt of both the $450 and the gift certificates within a day or two.
ANSWER: Yes, I do have a check for $400, a check for $50, and two basic interior cleaning [redacted] gift certificates (which together don't total up to the cost of the full interior detailing which removed the pet fur and other crud I found in the vehicle, including some chewed gum). I thank you for that, I think, I suppose it's better than nothing.
BUT, and this is a big BUT, this still doesn't cover the $149.99 cost of the GPS upgrade on Chrysler's site OR the amount of time and hassle I've put into this case. I shouldn't have to get the media and the Revdex.com involved over something like this. With the reimbursement as it stands, I STILL have to pay for the GPS upgrade out of pocket even though Jerrica D, your salesperson, told me twice that there's nothing to update and it updates automatically. If you had covered this or at least offered to cover $100 of it, I could understand you saying that you've done all you can to make this right. As it stands, you have not and have still left a dissatisfied customer. In one of our earliest conversations, before I went to [redacted]e to get the brakes looked at, you told me that the highest you were willing to go was "$450 plus several vouchers" and I had told you even then that doesn't cover all the costs. I'll never buy a car at Cecconi's again.
In the long run, I am sure you believe this issue to be resolved with a satisfactory outcome. I do not, issues were not resolved until I chased after them repeatedly over the course of a month and at the end of it, I will still need to pay out of pocket for GPS updates and the full interior detailing that I already paid for. That's another $60 + $149.99 = $209.99 that I consider unresolved.Oh and by the way, none of this has addressed the issue of the previous customer's private information being in the GPS system, including their home address. That is a breach of customer data since you are supposed to wipe that out of the GPS. There was also no attempt to send me instructions on how to wipe out the GPS so you could at least say you left the ball in my court. That's a callous disregard for customer data.
Regards,