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 behalf. If 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 refund. We 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]
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]
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. 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. 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. 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.
The customer should be in receipt of both the $450 and the gift certificates within a day or two.
Thank you,
Please contact the store manager with any questions or concerns,
Mike J
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.
"Our service advisor spoke to the customer prior to the installation of the bracket and advised him that the dealership did not want to remove bolts (picture #2016_0608001.jpeg) due to the possibility of causing additional damage to the pump due to existing rust and wear (clearly visible in photo). If this was not clearly communicated to the customer, we do apologize, and we would like to offer the customer a credit in our service department towards future work for the entire cost of the repair of $113.4."
Above is a lie, on 6/4/16 when I went to pick up the car , I was told it is not ready as they are waiting for penetrating oil to make rusted bolts lose, so I picked up on 6/5/16. There was no mention that the pump and it's filter are not mounted on the bracket(which is the sole purpose of having a bracket there) and hanging lose by their hoses ( and the cable ties that I put there to prevent them from falling on the road because the old bracket had gone). The photos clearly show that the install was lousy and unacceptable, I found it because there was also a hose was left unconnected and the engine warn yellow light was on and did not disappear after a hard reset( battery lead off then on), so I had to open up the area as with the bracket on the car, hoses can not be seen, and then to my amazement I discovered the clumsy unacceptable install. as for the rusted parts my photo #2016_0608005.jpeg show how easy it came off LDP filter and my photo #2016_0608006.jpeg show how easily I bolted it to the bracket that is designed to hold it and release it from dangling there by cable ties. This dealership in addition of performing clumsy unacceptable repair, shown the audacity to lie about it too and as such I would never go near them with a ten foot pole, but I would follow up this case in small claims court and get my money back.
Regards,[redacted]
In response to this concern, we have reached out to the customer by telephone and have not heard back as of this time. We apologize if there was any confusion as to the repair performed. Our service advisor spoke to the customer prior to the installation of the bracket and advised him that the...
dealership did not want to remove bolts (picture #2016_0608001.jpeg) due to the possibility of causing additional damage to the pump due to existing rust and wear (clearly visible in photo). If this was not clearly communicated to the customer, we do apologize, and we would like to offer the customer a credit in our service department towards future work for the entire cost of the repair of $113.4.Please contact store management at [redacted] with any questions, or to allow us to credit the account.
Thank you
Mike [redacted]
General Manager
Joe Cecconis Chrysler Complex
In response to the customer concern that we performed poor paint and/or bumper repairs to a vehicle prior to vehicle delivery, we have pulled the service records for the vehicle and we never performed any body work to the vehicle. In addition, we contacted Chrysler, and no body work was ever...
performed during the transportation process according to Chrysler's records. We did purchase this vehicle specifically for this customer from another dealership outside of the Buffalo area. We are awaiting the dealership's response as to whether they performed any body work to the vehicle prior to our purchasing it. If we find that that did in fact happen, it certainly would have been without our knowledge, but we would be happy to work with the customer in rectifying his concerns. We will update with any additional information as we receive it.
We did locate and purchase a [redacted] on behalf of the customer, and ultimately the customer had a concern with the vehicle. The 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...
vehicle. There was clearly no intent to harrass any customer by mailing them a key, particularly as the key costs approximately $200. 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 dealership. We have also agreed to refund the deposit that the customer left at the dealership when they agreed to purchase the vehicle. Please call [redacted] at [redacted] with any questions or concerns.
It appears that the customer has concerns that originate in two separate businesses. Regarding her concerns here at Joe Cecconi's Chrysler, we have had a part on national back order that is now in stock. Our fixed operations director will be meeting with the customer at 315 this afternoon to...
discuss her concerns at that time. Thank you, please contact us with any questions or concerns at [redacted]
Mike J[redacted]
General Manager
Joe Cecconi's Chrysler Complex
We understand the frustration when any mechanical concern requires multiple attempts to complete the repair. In this case, we proceeded with a dye test in order to determine the source of any possible oil leak. After performing additional diagnosis, we believe we have isolated and corrected...
the source of the concern, and that the vehicle is repaired at this time. If there are further problems or concerns with the vehicle, please contact store management at [redacted].Thank you,
Mike J[redacted]
General Manager
Joe Cecconis Chrysler Complex
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 refunded. We 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 deal. As 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
With apologies for any miscommunication on our part, we had offered to reimburse the customer $220 for work that they had previously performed at another shop. As far as the $400 mentioned in the complaint, we are unfortunately unsure how that misunderstanding took place. Due to the confusion, we...
would certainly be willing to extend an offer of $400 in credit at the dealership towards any sales service or parts expense in addition to the check that our management team had previously offered. We strive to leave every customer satisfied that we have worked with them to resolve any concerns that arise. Please 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 customer.
Thank you,
Mike J[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 vehicle. She feels that the product was not...
as dependable as she would like. We 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 occasions. The wiper motor is not working as she expected and she has agreed to return to the dealership this week to have looked at again.
The customer met with the store General Manager and Service Director to discuss her concerns with her vehicle. We reviewed her vehicle together, and it appears that all of the concerns on her Ram did pass New York State Inspection. However, 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 experienced. The customer has expressed that she is satisfied with the offer. If there are any additional concerns, please contact [redacted] at Joe Cecconis Chrysler Complex.
Thank you,
[redacted]
General Manager
Joe Cecconis Chrysler Complex
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 behalf. If 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 refund. We 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]
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]
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. 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. 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. 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.
The customer should be in receipt of both the $450 and the gift certificates within a day or two.
Thank you,
Please contact the store manager with any questions or concerns,
Mike J
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.
"Our service advisor spoke to the customer prior to the installation of the bracket and advised him that the dealership did not want to remove bolts (picture #2016_0608001.jpeg) due to the possibility of causing additional damage to the pump due to existing rust and wear (clearly visible in photo). If this was not clearly communicated to the customer, we do apologize, and we would like to offer the customer a credit in our service department towards future work for the entire cost of the repair of $113.4."
Above is a lie, on 6/4/16 when I went to pick up the car , I was told it is not ready as they are waiting for penetrating oil to make rusted bolts lose, so I picked up on 6/5/16. There was no mention that the pump and it's filter are not mounted on the bracket(which is the sole purpose of having a bracket there) and hanging lose by their hoses ( and the cable ties that I put there to prevent them from falling on the road because the old bracket had gone). The photos clearly show that the install was lousy and unacceptable, I found it because there was also a hose was left unconnected and the engine warn yellow light was on and did not disappear after a hard reset( battery lead off then on), so I had to open up the area as with the bracket on the car, hoses can not be seen, and then to my amazement I discovered the clumsy unacceptable install. as for the rusted parts my photo #2016_0608005.jpeg show how easy it came off LDP filter and my photo #2016_0608006.jpeg show how easily I bolted it to the bracket that is designed to hold it and release it from dangling there by cable ties. This dealership in addition of performing clumsy unacceptable repair, shown the audacity to lie about it too and as such I would never go near them with a ten foot pole, but I would follow up this case in small claims court and get my money back.
Regards,[redacted]
In response to this concern, we have reached out to the customer by telephone and have not heard back as of this time. We apologize if there was any confusion as to the repair performed. Our service advisor spoke to the customer prior to the installation of the bracket and advised him that the...
dealership did not want to remove bolts (picture #2016_0608001.jpeg) due to the possibility of causing additional damage to the pump due to existing rust and wear (clearly visible in photo). If this was not clearly communicated to the customer, we do apologize, and we would like to offer the customer a credit in our service department towards future work for the entire cost of the repair of $113.4.Please contact store management at [redacted] with any questions, or to allow us to credit the account.
Thank you
Mike [redacted]
General Manager
Joe Cecconis Chrysler Complex
In response to the customer concern that we performed poor paint and/or bumper repairs to a vehicle prior to vehicle delivery, we have pulled the service records for the vehicle and we never performed any body work to the vehicle. In addition, we contacted Chrysler, and no body work was ever...
performed during the transportation process according to Chrysler's records. We did purchase this vehicle specifically for this customer from another dealership outside of the Buffalo area. We are awaiting the dealership's response as to whether they performed any body work to the vehicle prior to our purchasing it. If we find that that did in fact happen, it certainly would have been without our knowledge, but we would be happy to work with the customer in rectifying his concerns. We will update with any additional information as we receive it.
We did locate and purchase a [redacted] on behalf of the customer, and ultimately the customer had a concern with the vehicle. The 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...
vehicle. There was clearly no intent to harrass any customer by mailing them a key, particularly as the key costs approximately $200. 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 dealership. We have also agreed to refund the deposit that the customer left at the dealership when they agreed to purchase the vehicle. Please call [redacted] at [redacted] with any questions or concerns.
It appears that the customer has concerns that originate in two separate businesses. Regarding her concerns here at Joe Cecconi's Chrysler, we have had a part on national back order that is now in stock. Our fixed operations director will be meeting with the customer at 315 this afternoon to...
discuss her concerns at that time. Thank you, please contact us with any questions or concerns at [redacted]
Mike J[redacted]
General Manager
Joe Cecconi's Chrysler Complex
We understand the frustration when any mechanical concern requires multiple attempts to complete the repair. In this case, we proceeded with a dye test in order to determine the source of any possible oil leak. After performing additional diagnosis, we believe we have isolated and corrected...
the source of the concern, and that the vehicle is repaired at this time. If there are further problems or concerns with the vehicle, please contact store management at [redacted].Thank you,
Mike J[redacted]
General Manager
Joe Cecconis Chrysler Complex
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 refunded. We 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 deal. As 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
With apologies for any miscommunication on our part, we had offered to reimburse the customer $220 for work that they had previously performed at another shop. As far as the $400 mentioned in the complaint, we are unfortunately unsure how that misunderstanding took place. Due to the confusion, we...
would certainly be willing to extend an offer of $400 in credit at the dealership towards any sales service or parts expense in addition to the check that our management team had previously offered. We strive to leave every customer satisfied that we have worked with them to resolve any concerns that arise. Please 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 customer.
Thank you,
Mike J[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 vehicle. She feels that the product was not...
as dependable as she would like. We 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 occasions. The wiper motor is not working as she expected and she has agreed to return to the dealership this week to have looked at again.
The customer met with the store General Manager and Service Director to discuss her concerns with her vehicle. We reviewed her vehicle together, and it appears that all of the concerns on her Ram did pass New York State Inspection. However, 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 experienced. The customer has expressed that she is satisfied with the offer. If there are any additional concerns, please contact [redacted] at Joe Cecconis Chrysler Complex.
Thank you,
[redacted]
General Manager
Joe Cecconis Chrysler Complex