To whom it may concern:The pre-approval Ms. [redacted] had from her lending institution would not have covered her additional optional items she had selected as her pre approval was a set amount with no add ons. In regards to the pricing of the vehicle. Ms. [redacted] states that the base...
price of the vehicle was $15,875, which is incorrect. Base price of the purchased Jeep Patriot was $17,589 + 995 destination + 13.00 additional fuel charge with brings the MSRP to $18,690. The selling price (before add ons) was ... $15,875 (including pulse protect) disclosed 3rd brake light pulse $399, + $895 simonize glasscoat paint protection, which leads to a starting price on her buyers order of $17,169. Then she opted for roadside assistance plan with key replacement $599 and lojack theft protection for $1499. That came to $19,267 before rebate of $4000 taking it down to $15,267 plus tax of $1868.90 plus Est lic fee of $314.50, plus doc fee of $150. Ms. [redacted] elected for service contract of $3,500 and $1,735 for maintenance contract. That is how the totals came up to an overall amount financed of $24,222.49. So in closing the pricing structure of $15,875 was the correct price before $4000 rebate and net price of $11,875 before selected additional options that Ms. [redacted] elected to choose. Larson Chrysler Jeep Dodge obtained financing for Ms. [redacted] due to the selected aftermarket options she chose. Some of the items are cancellable if Ms. [redacted] chooses she can come in and speak to our finance department. Any cancellations available would deduct from her overall amount financed but not change her monthly payment. Thank you and we hope we have answered the concerns thoroughly.
I, Doug W[redacted], the Business Development Manager for the Larson Automotive Group contacted [redacted] by phone at approximately 10:30 AM today. The amount referenced was $385 which was an amount owed to the customer which by contract had to be paid to the lien holder on their current loan. Per...
[redacted], the amount of $360 was paid to the lien holder a few days ago. At this point, I am not sure as to the difference in the dollar amount, but am investigating. There were several other events which the dealership completely mishandled the trade pay-offs. All of which will be investigated by me and our processes will be sorted out. And all of which have soured our multiple transaction relationship with the customer. Regardless, my department will be reaching back out to [redacted] later this week (as she is camping now) to offer some type of service savings to be used in the future as a token of our sincere apology.Thank you,Doug W[redacted]
7/21/2016 12:01:25 PM
The customer did not send over the proper paperwork. We informed the customer via email that we either needed physical copies of the paperwork or a faxed/scanned copy not a photograph. When we received the compliant submitted through the Revdex.com we reached back out to the customer and told her we were still waiting on copies of her paperwork. She emailed us the same photograph we received on the 6th of May. We explained again that we needed either a physical copy or a faxed/scanned copy that the photograph would not suffice and that we also needed the odometer disclosure. We received the cancellation paperwork shortly there after but did not receive the odometer disclosure. We reached out again requesting the odometer disclosure and received a blank copy. We reached out again explaining the copy we received was blank and the customer sent over the odometer disclosure completely filled out. Once we had all the documentation required to cancel the contracts the paperwork was submitted to the company who holds the contracts, for processing. The customer cannot pick up a check from our dealership as the refunded amount has to be remitted to the lien holder on the vehicle. If the customer can provide proof that the vehicle has been paid off and has no lien holder we can remit payment directly to the customer. Regardless of where the funds are going it will take 6 to 8 weeks from the time we received all the completed documents for the cancellations to be processed. - Larson Customer Care7/14/2016 6:43:00 PM
To whom it may concern:The customer contacted us on April 14th 2016 to have the GAP and Extended Service contract cancelled. Our Customer Care Manager, Beth D[redacted], reached out to the customer and provided the documentation required to complete the cancellation. On May 6th 2016 the customer emailed Beth a photograph of the completed paperwork. Beth explained to the customer that we need to either have the hard copy or the document scanned/faxed over to continue with the cancellation. On July 14th 2016 we contacted the customer to explain that we were waiting for the hard copy or a scanned/faxed document from her. The customer forwarded us the photograph of the cancellation form on July 14th 2016 and we responded that we need the hard copy to submit to the company who holds the contracts. We received the cancellation form as a scanned document on the afternoon of July 14th 2016 but have not received the Odometer disclosure, we are in the process of contacting the customer to obtain the odometer disclosure so we can process the cancellation. Once all documents are obtained we will submit them to the contract company for processing. Cancellations can take 6 to 8 weeks to be finalized. All refunds are sent to the lien holder, if there is no lien holder refunds will be returned to the customer.
To whom it may concern,In reference to Complaint: [redacted]We currently have the customers vehicle our service department addressing all issues that were listed above.We have also decided as a good will gesture we will get a price quote for the damage the customer is claiming was done at the dealership,and see if the scratch can be repaired. Thank you, Marty C[redacted]Service ManagerLarson Chrysler/Jeep/Dodge/Ram253-841-6955
While we appreciate that all of our customers are entitled totheir own opinions of their experiences, at times we feel it necessary tocorrect some factual items. This customer has a long standing relationship withAudi of Tacoma, and in fact has been our motivation for building new processeswithin...
our service department. This customer has had issues nearly every visitto our store, a few are substantiated and we have taken full responsibility forour actions or the actions of our 3rd party partners and rectified, but mostare not. To help ensure this customer's comfort and peace of mind we now takephotographs of each vehicle that is brought to our service department beforeany work is completed to ensure an accurate capturing of the facts. We alsokeep a wash log to know exactly when a vehicle has been washed, and secondsignature is required before the vehicles are released to customers verifyingthat the vehicle does, indeed, look clean. Before this customer picked up hisvehicle from his most recent servicing, the vehicle didn't pass our secondinspection and was sent back to be vacuumed again. We have done this in aneffort to make accommodations for this customer, and the process has spread toall of our service customers. Where we take exception is the accusation of us having a personal agenda against this customer or his vehicle,and having our words taken out of context, twisted, and re-appropriated in thereview that was written today. Time and again, we have gone above and beyond tosatisfy this customer, including providing him with loaner vehicles when thatis usually a service we only provide to customers who purchased their vehiclesfrom us. His two previous vehicles were not. In months past, wefound that we were unable to satisfy this customer's wishes and ended our businessrelationship with him based on this and the repeated accusations we were lyingto him. We do not lie to our clients or cover things up. He came back a fewmonths later, apologized and asked for a second chance, which we gladly agreedto. After this servicing, he called our Customer Care Department complainingabout his service, but offered to forget it if we gave him an Audi jacket and afree oil change. The email in which he accuses our Service Manager, Sarah V[redacted],of taking a tone of 'How Dare You' is below. An objective reader will concludethat this email was polite, informative and a plea for open communicationbetween an employee and a customer who have been doing business with each otherfor years. Immediately below is a copiedand pasted email from Sarah V[redacted], Service Manager of Audi Tacoma with only thecustomer's information omitted. The customer's inbound email to Sarah will notbe posted as it contains harsh, aggressive, inappropriate and threateninglanguage: "Hi CUSTOMER NAME OMITTED,I left you a voicemail as well.I received your survey along with a phone call from my Customer Care Teamregarding some service issues. I would like to think after the years we'veworked together, you would call me directly to discuss any issues rather thannegative marks on a survey that is very important to the store. I thought wehad build that relationship as I've always done my best to alleviate any issuesyou've had.In researching, your vehiclewas washed when we called to alert you it was ready. I keep a wash log daily,your car was washed on the 10th at 10:12am, finished at 10:30am by Kyle andquality checked by both Sandi and Kristen. Sandi actually sent it back to havethe vacuum done better. You did not pick the vehicle up until the following dayso it is possible that the sprinklers hit it over night. Sandi looked it overwhen she pulled it up as well. Obviously a service wash is nota detail and we do our best to make our clients happy. In regards to the tire pressureon the vehicle, I checked your safety inspection sheet, your brake and tirelevels are all recorded, along with 36 psi on each tire. You can see that aswell on your copy of the inspection sheet. Your vehicle was worked on by my shopforeman and I trust the documents he provides me with. If a tire was 18psi lowit would practically be flat and would've been apparent the second you pulledout onto the road. There would also be severe wear marks on the sidewall of thetire. Perhaps a nail or screw was picked up the following day? I continue to take everyprecaution available when your vehicles come in because I feel there is alwayssomething wrong. While I realize in the past, there has been a legitimate issueor two, I do not have these consistent issues with any other clients. As I saidpreviously, we continue to not meet your expectations and I feel another shopmay be the option. I have done a lot to take care of you and your vehicle asbest as possible over the years and I feel it is still not appreciated. Hope you have a wonderfulevening, " We regret that this customerhas had what he perceives to be a negative experience with our ServiceDepartment, but we have exhausted every option that we have in satisfying him.Today, he has taken to the internet (in multiple places) in retaliation of us not complying with hisrequests for free items regarding his latest service which was fully completed,delivered free of issues, and is fully supported by complete documentation.
Complaint: [redacted]I am rejecting this response because:As mentioned in my original complaint, Mark A[redacted] told me over the phone that the total cost would be $350 (including tax etc) for the replacement of spark plugs.
Additionally, the damages caused by Dodge Dealership service techs resulted in damages to my oil pan and gasket which I had to replace (after stopping at the dealership to show the damages to Mark, who did not believe anything I said).
I do not accept your suggested correction, as I disagree with its accuracy. Please see original complaint for the sum I am seeking (which is very fair and just).
Sincerely,[redacted]
Hello [redacted],
We are sorry for the lack of communication between you and our CJDR store. We want to resolve your issues as quickly as possible. I have emailed the General Manager Lewey M[redacted] and ask him to make it a priority to have the correct paperwork drawn up and have it ready for you...
to sign as soon as possible. Lewey or one of his managers will contact you as soon as it’s ready. Keep in mind we are a very busy store, but I will keep on top of it for you on your behalf. If you have any more concerns please contact our customer care team here at Larson at 253-671-6405 you can also write us at [redacted]@LookLarson.com We do hope to have your issue resolved soon. Have a wonderful day.
The Customer Care Team
Hello and we apologize for the inconvenience this has caused you. My name is Lewey M[redacted], (General Manager) with Larson Chrysler Jeep Dodge Ram and I will look into this with my corporate staff and respond back as soon as I have all of the information on a status of this cancellation....
The glass coat protection is in fact a non cancellable item however I will respond back to the cancellation status as this is the first I personally have heard of this myself. Thank you Lewey M[redacted]Larson CJDR of Puyallup
We have reached out to the customer and provided the paperwork needed to cancel her key replacement and extended service contract. We are waiting for those documents to be returned and we will begin processing the cancellation.
The mileage has a lot to do with the functioning of the vehicle. Mechanical parts are not meant to last forever and the more miles that are put on a vehicle the more wear and tear occurs to those parts. We cannot control how the vehicle is functioning at the time of drop off or when parts will fail on the vehicle. In addition we performed an inspection on the vehicle and provided the customer with a list of items that needed to be addressed especially considering the mileage on the vehicle. As a gesture of good faith we assisted in the repairs of the vehicle. We stand by the decision and repairs that we made.
Larson Doge/Jeep did not mention paying me the accrued interest I have paid. They owe me an additional 125.00 for interest accrued the the original amount as stated in my complaint. Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
The explanation the customer is giving in their explanation is over two seperate visits. The first advisor that they worked with was Jason and is no longer with us. Apparently the vehicle was "scratched" When it was here on that visit. That visit was dated 06/15/15. The seat problem was noted at...
that time but was not completed for some reason. The vehicle was scheduled back in on 07/07/15. Chuck W[redacted] was the advisor at that time. Chuck gave the customer a vehicle to drive which they had the entire time the vehicle was here. 51 days. We are not obligated to provide a customer with a truck. That is what the customer is wanting. The vehicle did not have to stay here that entire period of time either. All we had to do was to have the scratches buffed out and take pictures of the seat to find out what repair Chrysler wanted us to do. It is my understanding that the customer did not want the vehicle back until it was repaired. The reason that the repairs took so long is that number one the material has been discontinued. We could not order a cover for this repair. We had to find someone who could stitch in a substitute. From my understanding (rightfully so) very high standards were taken to see that the repairs were done correctly and we were trying to make sure that that is exactly what happened. It is my understanding that the customer is happy with the repairs. If the customer did not use the vehicle we provided for them then why did they keep it for 51 days? Also, if they needed the truck for work why didnt they explain that to the advisor and pick up the truck until we had a repair procedure for them? These were just a couple questions that I had and we hope the work again is done satisfactory to our client.
Thank You,
Terry B[redacted]
Service Manager
Larson Chrysler Jeep Dodge Ram
To whom it may concern in refence to file # [redacted]. I have reached out to our corporate office and will follow up with the customer to ensure the refund is issued to the proper lien holder. Best Regards, Beth D[redacted] Call Center/Customer Care Manager Larson Automotive...
Group 253-671-6405 EXT [redacted] Direct Line 253-248-1889
We apologize for any inconvenience the customer has experienced. The Gap Insurance, Extended Warranty and Key Replacement contracts are all cancelable products and we will assist the customer in that process. Our company policy is to not refund any Simonize products,...
however in light of the past events we are going to make a one time exception. We are also going to refund the amount we charged for the Bed Liner since the customer had it installed elsewhere. Our Customer Care Manager, Beth D[redacted], will be reaching out to the customer to collect all pertinent documentation to process the cancellations.
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. Sincerely, [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.
Sincerely,
[redacted]
The new vehicle service contracts have been cancelled and funds will be remitted to the lien holder. It takes 6-8 weeks from the time documents are received for funds to be delivered. The value of the trade is indicated on the contract and was agreed to and signed by both parties. The $1600 from the...
traded in vehicle's cancelled contracts was applied to the deal as down payment as indicated on the contract.
We have attempted to contact the customer numerous times for his Credit Card information to refund the over payment. The number we have on file does not reach the customer. Please email [redacted]@looklarson.com or [email protected] with a good number you can be reached on.
To whom it may concern:The pre-approval Ms. [redacted] had from her lending institution would not have covered her additional optional items she had selected as her pre approval was a set amount with no add ons. In regards to the pricing of the vehicle. Ms. [redacted] states that the base...
price of the vehicle was $15,875, which is incorrect. Base price of the purchased Jeep Patriot was $17,589 + 995 destination + 13.00 additional fuel charge with brings the MSRP to $18,690. The selling price (before add ons) was ... $15,875 (including pulse protect) disclosed 3rd brake light pulse $399, + $895 simonize glasscoat paint protection, which leads to a starting price on her buyers order of $17,169. Then she opted for roadside assistance plan with key replacement $599 and lojack theft protection for $1499. That came to $19,267 before rebate of $4000 taking it down to $15,267 plus tax of $1868.90 plus Est lic fee of $314.50, plus doc fee of $150. Ms. [redacted] elected for service contract of $3,500 and $1,735 for maintenance contract. That is how the totals came up to an overall amount financed of $24,222.49. So in closing the pricing structure of $15,875 was the correct price before $4000 rebate and net price of $11,875 before selected additional options that Ms. [redacted] elected to choose. Larson Chrysler Jeep Dodge obtained financing for Ms. [redacted] due to the selected aftermarket options she chose. Some of the items are cancellable if Ms. [redacted] chooses she can come in and speak to our finance department. Any cancellations available would deduct from her overall amount financed but not change her monthly payment. Thank you and we hope we have answered the concerns thoroughly.
We have contacted the customer and scheduled an appointment to have the concerns repaired.
- Larson Customer Care
I, Doug W[redacted], the Business Development Manager for the Larson Automotive Group contacted [redacted] by phone at approximately 10:30 AM today. The amount referenced was $385 which was an amount owed to the customer which by contract had to be paid to the lien holder on their current loan. Per...
[redacted], the amount of $360 was paid to the lien holder a few days ago. At this point, I am not sure as to the difference in the dollar amount, but am investigating. There were several other events which the dealership completely mishandled the trade pay-offs. All of which will be investigated by me and our processes will be sorted out. And all of which have soured our multiple transaction relationship with the customer. Regardless, my department will be reaching back out to [redacted] later this week (as she is camping now) to offer some type of service savings to be used in the future as a token of our sincere apology.Thank you,Doug W[redacted]
7/21/2016 12:01:25 PM
The customer did not send over the proper paperwork. We informed the customer via email that we either needed physical copies of the paperwork or a faxed/scanned copy not a photograph. When we received the compliant submitted through the Revdex.com we reached back out to the customer and told her we were still waiting on copies of her paperwork. She emailed us the same photograph we received on the 6th of May. We explained again that we needed either a physical copy or a faxed/scanned copy that the photograph would not suffice and that we also needed the odometer disclosure. We received the cancellation paperwork shortly there after but did not receive the odometer disclosure. We reached out again requesting the odometer disclosure and received a blank copy. We reached out again explaining the copy we received was blank and the customer sent over the odometer disclosure completely filled out. Once we had all the documentation required to cancel the contracts the paperwork was submitted to the company who holds the contracts, for processing. The customer cannot pick up a check from our dealership as the refunded amount has to be remitted to the lien holder on the vehicle. If the customer can provide proof that the vehicle has been paid off and has no lien holder we can remit payment directly to the customer. Regardless of where the funds are going it will take 6 to 8 weeks from the time we received all the completed documents for the cancellations to be processed. - Larson Customer Care7/14/2016 6:43:00 PM
To whom it may concern:The customer contacted us on April 14th 2016 to have the GAP and Extended Service contract cancelled. Our Customer Care Manager, Beth D[redacted], reached out to the customer and provided the documentation required to complete the cancellation. On May 6th 2016 the customer emailed Beth a photograph of the completed paperwork. Beth explained to the customer that we need to either have the hard copy or the document scanned/faxed over to continue with the cancellation. On July 14th 2016 we contacted the customer to explain that we were waiting for the hard copy or a scanned/faxed document from her. The customer forwarded us the photograph of the cancellation form on July 14th 2016 and we responded that we need the hard copy to submit to the company who holds the contracts. We received the cancellation form as a scanned document on the afternoon of July 14th 2016 but have not received the Odometer disclosure, we are in the process of contacting the customer to obtain the odometer disclosure so we can process the cancellation. Once all documents are obtained we will submit them to the contract company for processing. Cancellations can take 6 to 8 weeks to be finalized. All refunds are sent to the lien holder, if there is no lien holder refunds will be returned to the customer.
To whom it may concern,In reference to Complaint: [redacted]We currently have the customers vehicle our service department addressing all issues that were listed above.We have also decided as a good will gesture we will get a price quote for the damage the customer is claiming was done at the dealership,and see if the scratch can be repaired. Thank you, Marty C[redacted]Service ManagerLarson Chrysler/Jeep/Dodge/Ram253-841-6955
While we appreciate that all of our customers are entitled totheir own opinions of their experiences, at times we feel it necessary tocorrect some factual items. This customer has a long standing relationship withAudi of Tacoma, and in fact has been our motivation for building new processeswithin...
our service department. This customer has had issues nearly every visitto our store, a few are substantiated and we have taken full responsibility forour actions or the actions of our 3rd party partners and rectified, but mostare not. To help ensure this customer's comfort and peace of mind we now takephotographs of each vehicle that is brought to our service department beforeany work is completed to ensure an accurate capturing of the facts. We alsokeep a wash log to know exactly when a vehicle has been washed, and secondsignature is required before the vehicles are released to customers verifyingthat the vehicle does, indeed, look clean. Before this customer picked up hisvehicle from his most recent servicing, the vehicle didn't pass our secondinspection and was sent back to be vacuumed again. We have done this in aneffort to make accommodations for this customer, and the process has spread toall of our service customers. Where we take exception is the accusation of us having a personal agenda against this customer or his vehicle,and having our words taken out of context, twisted, and re-appropriated in thereview that was written today. Time and again, we have gone above and beyond tosatisfy this customer, including providing him with loaner vehicles when thatis usually a service we only provide to customers who purchased their vehiclesfrom us. His two previous vehicles were not. In months past, wefound that we were unable to satisfy this customer's wishes and ended our businessrelationship with him based on this and the repeated accusations we were lyingto him. We do not lie to our clients or cover things up. He came back a fewmonths later, apologized and asked for a second chance, which we gladly agreedto. After this servicing, he called our Customer Care Department complainingabout his service, but offered to forget it if we gave him an Audi jacket and afree oil change. The email in which he accuses our Service Manager, Sarah V[redacted],of taking a tone of 'How Dare You' is below. An objective reader will concludethat this email was polite, informative and a plea for open communicationbetween an employee and a customer who have been doing business with each otherfor years. Immediately below is a copiedand pasted email from Sarah V[redacted], Service Manager of Audi Tacoma with only thecustomer's information omitted. The customer's inbound email to Sarah will notbe posted as it contains harsh, aggressive, inappropriate and threateninglanguage: "Hi CUSTOMER NAME OMITTED,I left you a voicemail as well.I received your survey along with a phone call from my Customer Care Teamregarding some service issues. I would like to think after the years we'veworked together, you would call me directly to discuss any issues rather thannegative marks on a survey that is very important to the store. I thought wehad build that relationship as I've always done my best to alleviate any issuesyou've had.In researching, your vehiclewas washed when we called to alert you it was ready. I keep a wash log daily,your car was washed on the 10th at 10:12am, finished at 10:30am by Kyle andquality checked by both Sandi and Kristen. Sandi actually sent it back to havethe vacuum done better. You did not pick the vehicle up until the following dayso it is possible that the sprinklers hit it over night. Sandi looked it overwhen she pulled it up as well. Obviously a service wash is nota detail and we do our best to make our clients happy. In regards to the tire pressureon the vehicle, I checked your safety inspection sheet, your brake and tirelevels are all recorded, along with 36 psi on each tire. You can see that aswell on your copy of the inspection sheet. Your vehicle was worked on by my shopforeman and I trust the documents he provides me with. If a tire was 18psi lowit would practically be flat and would've been apparent the second you pulledout onto the road. There would also be severe wear marks on the sidewall of thetire. Perhaps a nail or screw was picked up the following day? I continue to take everyprecaution available when your vehicles come in because I feel there is alwayssomething wrong. While I realize in the past, there has been a legitimate issueor two, I do not have these consistent issues with any other clients. As I saidpreviously, we continue to not meet your expectations and I feel another shopmay be the option. I have done a lot to take care of you and your vehicle asbest as possible over the years and I feel it is still not appreciated. Hope you have a wonderfulevening, " We regret that this customerhas had what he perceives to be a negative experience with our ServiceDepartment, but we have exhausted every option that we have in satisfying him.Today, he has taken to the internet (in multiple places) in retaliation of us not complying with hisrequests for free items regarding his latest service which was fully completed,delivered free of issues, and is fully supported by complete documentation.
Complaint: [redacted]I am rejecting this response because:As mentioned in my original complaint, Mark A[redacted] told me over the phone that the total cost would be $350 (including tax etc) for the replacement of spark plugs.
Additionally, the damages caused by Dodge Dealership service techs resulted in damages to my oil pan and gasket which I had to replace (after stopping at the dealership to show the damages to Mark, who did not believe anything I said).
I do not accept your suggested correction, as I disagree with its accuracy. Please see original complaint for the sum I am seeking (which is very fair and just).
Sincerely,[redacted]
Hello [redacted],
We are sorry for the lack of communication between you and our CJDR store. We want to resolve your issues as quickly as possible. I have emailed the General Manager Lewey M[redacted] and ask him to make it a priority to have the correct paperwork drawn up and have it ready for you...
to sign as soon as possible. Lewey or one of his managers will contact you as soon as it’s ready. Keep in mind we are a very busy store, but I will keep on top of it for you on your behalf. If you have any more concerns please contact our customer care team here at Larson at 253-671-6405 you can also write us at [redacted]@LookLarson.com We do hope to have your issue resolved soon. Have a wonderful day.
The Customer Care Team
Hello and we apologize for the inconvenience this has caused you. My name is Lewey M[redacted], (General Manager) with Larson Chrysler Jeep Dodge Ram and I will look into this with my corporate staff and respond back as soon as I have all of the information on a status of this cancellation....
The glass coat protection is in fact a non cancellable item however I will respond back to the cancellation status as this is the first I personally have heard of this myself. Thank you Lewey M[redacted]Larson CJDR of Puyallup
We have reached out to the customer and provided the paperwork needed to cancel her key replacement and extended service contract. We are waiting for those documents to be returned and we will begin processing the cancellation.
- Larson Customer Care
The mileage has a lot to do with the functioning of the vehicle. Mechanical parts are not meant to last forever and the more miles that are put on a vehicle the more wear and tear occurs to those parts. We cannot control how the vehicle is functioning at the time of drop off or when parts will fail on the vehicle. In addition we performed an inspection on the vehicle and provided the customer with a list of items that needed to be addressed especially considering the mileage on the vehicle. As a gesture of good faith we assisted in the repairs of the vehicle. We stand by the decision and repairs that we made.
- Larson Customer Care
Larson Doge/Jeep did not mention paying me the accrued interest I have paid. They owe me an additional 125.00 for interest accrued the the original amount as stated in my complaint. Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
The explanation the customer is giving in their explanation is over two seperate visits. The first advisor that they worked with was Jason and is no longer with us. Apparently the vehicle was "scratched" When it was here on that visit. That visit was dated 06/15/15. The seat problem was noted at...
that time but was not completed for some reason. The vehicle was scheduled back in on 07/07/15. Chuck W[redacted] was the advisor at that time. Chuck gave the customer a vehicle to drive which they had the entire time the vehicle was here. 51 days. We are not obligated to provide a customer with a truck. That is what the customer is wanting. The vehicle did not have to stay here that entire period of time either. All we had to do was to have the scratches buffed out and take pictures of the seat to find out what repair Chrysler wanted us to do. It is my understanding that the customer did not want the vehicle back until it was repaired. The reason that the repairs took so long is that number one the material has been discontinued. We could not order a cover for this repair. We had to find someone who could stitch in a substitute. From my understanding (rightfully so) very high standards were taken to see that the repairs were done correctly and we were trying to make sure that that is exactly what happened. It is my understanding that the customer is happy with the repairs. If the customer did not use the vehicle we provided for them then why did they keep it for 51 days? Also, if they needed the truck for work why didnt they explain that to the advisor and pick up the truck until we had a repair procedure for them? These were just a couple questions that I had and we hope the work again is done satisfactory to our client.
Thank You,
Terry B[redacted]
Service Manager
Larson Chrysler Jeep Dodge Ram
To whom it may concern in refence to file # [redacted]. I have reached out to our corporate office and will follow up with the customer to ensure the refund is issued to the proper lien holder. Best Regards, Beth D[redacted] Call Center/Customer Care Manager Larson Automotive...
Group 253-671-6405 EXT [redacted] Direct Line 253-248-1889
To whom it may concern:
We apologize for any inconvenience the customer has experienced. The Gap Insurance, Extended Warranty and Key Replacement contracts are all cancelable products and we will assist the customer in that process. Our company policy is to not refund any Simonize products,...
however in light of the past events we are going to make a one time exception. We are also going to refund the amount we charged for the Bed Liner since the customer had it installed elsewhere. Our Customer Care Manager, Beth D[redacted], will be reaching out to the customer to collect all pertinent documentation to process the cancellations.
- Larson Customer Care
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. Sincerely, [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.
Sincerely,
[redacted]
The new vehicle service contracts have been cancelled and funds will be remitted to the lien holder. It takes 6-8 weeks from the time documents are received for funds to be delivered. The value of the trade is indicated on the contract and was agreed to and signed by both parties. The $1600 from the...
traded in vehicle's cancelled contracts was applied to the deal as down payment as indicated on the contract.
- Larson Customer Care Team
In response to [redacted], Check was cut Last Monday for signing it usually takes a week to move through our hands and to the mail . Thank you
We have attempted to contact the customer numerous times for his Credit Card information to refund the over payment. The number we have on file does not reach the customer. Please email [redacted]@looklarson.com or [email protected] with a good number you can be reached on.