Marina is able to refund for the warrantyJust need to have you bring the vehicle in so they can get a mileage statement on the vehicle in order to process the warranty cancellationPlease bring that and your warranty paperwork to the dealership you purchased the vehicle from and they will
process it immediatelyThe cancellation process takes - weeks and funds get disbursed to the bank whom the loan is through per NYS loan agreementsPlease let me know if you have any additional questions
Sincerely,
*** ***
General Sales Manager
Marina Auto Group
The customer was in a payment agreement for the purchase of the vehicleThe vehicle passed inspection and was NYS compliantThe customer was notified that no additional work would be considered or done until she had paid her outstanding balanceWe were willing to go above and beyond to make
the customer satisfied but as per the signed contract we were do the balance owedThere is no cooling off period in NYS for vehicle purchases which is stated on the contractsWe will not be refunding for this purchase and are still waiting on the amount owed per the contractOur phone calls are recorded legally because we notify the customers of such in our telephone answering services any other recordings are not legalWe hold the highest respect for our customers and there safety and meet and exceed NYS inspection standards. Sincerely, *** *** General Sales Manager Marina Auto Group
I have forwarded the attached letter to *** Automotive to initiate the refund for Mr *** *** for the "premium package" protection that he bought from us back in March of '14. He never had this applied to his vehicle so of course we will refund him the funds due. We
already sent in our remittance for this protection to ***, and are now waiting on the proceeds from them. I have never heard from or spoken to Mr ***, or this could of taken place much earlier. Please feel free to contact me with any further questions, concerns, or comments, and have a great day. ***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
They was never paid because they wanted me to pay $dollars to get my car fixed (which I have recorded) saying I did that rust in three weeksThey never agreed to fixing my car if I paid a balance cause at the time they didn't know I had oneI have all my phone calls with them recordI have a paper from *** stating (two weeks after I got the car) it was all rusted and rotten and was no good! The serial number on the car also DONT match which I have proof ofSo all I asked was that my car get fixed and they get paidBut unfortunately they are not TRYNNA fix it so IMMA forced to take them to small claims court for lost of wages, refund for cabs, name off the car and my money backI didn't want to take it there but the longer they DONT fix it the longer I have to miss work or catch cabs so guess I'll have to do that and call channel back! Regards, *** ***
We at Marina understand your issue and complaintHowever we are not the manufacture and this complaint needs to be address directly with Chrysler CorpWe are mediating a request to them for the warranty work but we do not give approval on covered itemsAs well the bumper to bumper warranty
offered by the manufacture does not include where items such as tires, brakes, wiper blades etcSpecifically because they are impacted by drivers, there driving habits and properly maintaining the vehicleI am by no means saying that these are factores here but the determination on wether they are is determined by the manufacturer not us at the dealership levelWe have and are pursuing this under warranty but can not gaurantee that they will cover the claim
Sincerely,*** ***
Mr***"s truck has been repaired to his satisfaction, including most recently the issue he had with his windshield wipers yesterdayWe truly apologize for the inconvenience this whole process caused himIf there still exists a problem he can contact me directly at ***
*** ext#*** ***PresidentMarina Auto Group
At the end of May, 2014, my wife and I went to an offsite sale that this dealership was holding in Auburn, NYWhile it took some time to get the deal done, as we were the last customer of the event, we eventually got our Chrysler Town And Country MinivanThere was an issue with the so-called "bumper to bumper" warranty that they were offering that was "included" with the vehicleAs it turned out, it was included in the financing of the vehicleAs the vehicle was a Chrysler vehicle, I contacted Chrysler to see if they offered a warranty that truly was bumper to bumperThe warranty that marina Dodge offered was NOT a real bumper to bumper warranty and did NOT cover the electronics in the vehicle
Chrysler did offer one, that included everything in the vehicle except for brakes, pads and rotors, for less money for the same 100k durationI purchased same warranty and then contacted the deralership
While talking to the dealership, I mentioned that the vehicle was missing the Jack and lug wrench as well as the headphones for the Video unit installed in the vehicle
I was PLEASED with their response to this situation, where they ordered and actually sent to my home a new jack and two headphonesPlus, they refunded to the bank which financed the vehicle the $for the extended warranty
After three weeks with the car, the bumper cover clip seemed to either break or stop holing the cover in placeThough the part took longer than expected to come into the dealership as it is not a part that commonly fails, they ordered the part and are installing the part free of charge
While I have read some of the issues with the dealership and especially with the problems that they have had at their liquidation sales, the least that I can do is at least point out that they are taking care of me and my wife with this car
Thank you to the General Manager *** and to Service Manager *** for all their help!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The numerous problems with the truck have been worked on but that does not change the fact that I was denied a refund and mislead on the issue when I tried to pursue that optionI was denied a refund by the car salesman and the assistant manager and they told me that there was not grounds for it and this was not true because the truck had been in service days out of the month I had owned it and due to these circumstances I later found out that I could have got a refund under the lemon lawI am frustrated with the fact that I was mislead and would like to get a refund now that I know I had been wrongly informed by the experts at Marina
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowBetween the time after spark plug replacement and further diagnostic testing through VW and receiving the dealers response from the Revdex.com I replaced the ignition coil and ignition wires myselfI did ask that the dealer replace these items for a satisfactory response, so I can no longer accept this solutionIf the dealer wants to reimburse me for parts that would be wonderfulBut I do not expect this for an outcomeI will consider this matter closed. Regards, *** ***
Brandon,After speaking with the owner *** *** he has confirmed speaking with you, and making arrangements for Marina Auto Group to purchase back the Ford *** resolving your complaintPlease let me know if there is any further assistance needed.Sincerely,*** ***General Sales ManagerMarina Auto Group
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI reviewed the reply from Marina, which remains blatently false. I am absolutely certain that I asked if this was a rental vehicle - if the salesman states he "may have told me it was not a rental", then their statement means either he lied to get me off the phone or he lied when he said it originally, which casts doubt on Marina's integrity either way. The damage to the underside of the car was not done by me - as soon as the Cadillac dealer went to change the oil, he saw the damage; that means either Marina lied about changing the oil or lied about knowing it was damaged. Yes, I initially asked for $or a new set of tires from Marina as a compromise; I increased my request when the Marina sales manager treated me rudely / refused to acknowledge my valid issues with the way they treated me. I continue to request this compensationRegards, *** ***
We do apologize for the inconvenienceUnfortunately the vehicle does not qualify under NYS law as a Lemin Law Buy Back at this timeI have spoken with *** *** the Manager in charge of our Auto Outlet locationHe stated that the vehicles warranty company has agreed to cover the repairPlease
make the appropriate arrangement with the repair facility to make sure this is taken care of as soon as possible. Sincerely, *** ***General Manager
I appreciate and understand the complaintHowever, we did the repair, the customer requested based on the option we gave him to fix the issue at the timeWe did offer a much more extensive repair that was going to cost considerably more, that was rejectedThe repair we did, would have held if the deeper rooted problem was address; that was recommended and rejectedWe are not in the position to refund for an agreed upon repair when services were completed correctly based on what was approved by the customerExample: If I offered them a filet for $and they opted for the strip for $but then complained it didn't taste like the filet yet they ate the whole thing and request a refundWho is in the right? I would gladly offer assistance in doing what we can to discount the additional work that needs to be done but we are not in the position to offer a refundSincerely, *** *** General Sales Manager Marina Auto Group
Mr***,I do understand your frustrationHowever several technicians have looked into to problem with no mechanical explanation for the early wear issue occurringThe manufacture has sent out a rep tech to look at with no explanation mechanicallyThey did replace the first set pads as if they were defective along with the second setThe manufacture was of the opinion that as a wear item for three sets to be defective it is very hard to understand and feel they had extended above and beyond for replacing themI have inquired with my service department who has also inquired with Chrysler if this is a reoccurring issue with the vehicles and it is notWe as the dealerships have done what we can with applying to have item covered under warrantyAs it states in the manufactures warranty breaks are a wear item hence not covered under the Bumper to Bumper Warranty or Power TrainThe Dealership has exhausted it's efforts in warranty options and can now only fix slash replace the worn out breaks at owners expenseWe are very willing to work with you on this but we as the dealership do not have any liability for this wear itemPlease let me know if we can be of any further assistance if you would like to contact Chrysler Corpdirectly
Sincerely, *** *** General Manager
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.Marina Dodge was paid to fix a problem described in the complaintMarina dodge has warranty for repairsWhat happen here is payment made for repairs that was not done right from the beginningRepair made failed after days because Marina did not do diagnose right from the beginningMy responsiblity as a good consumer who understands business transation is to pay for service I requestedI paid Marina to fix carMARINA worked on the car but did not fix itI brought the car back when I noticed the repairs failed and Marina realized they made a mistake in the repairs done first timeI know Marina's built on honesty and that is why I went thereI COULD have gone to Other dealershipsWhat I am asking is Marina to be honestMistakeshappen.I understand and do what is approprateI would not expect word twisting, I am an honest man and need my hard earned money back. Regards, *** ***
Marina is able to refund for the warrantyJust need to have you bring the vehicle in so they can get a mileage statement on the vehicle in order to process the warranty cancellationPlease bring that and your warranty paperwork to the dealership you purchased the vehicle from and they will process
it immediatelyThe cancellation process takes - weeks and funds get disbursed to the bank whom the loan is through per NYS loan agreementsPlease let me know if you have any additional questions
Sincerely,
*** ***
General Sales Manager
Marina Auto Group
To clarifyI just spoke with warranty company againThe vehicle was purchased knowing it had prior accidents which would have potential been the reason for the prior engine repairsHowever there is no failure of the engine at this time hence under the signed warranty contract they only would replace under failureNow there is a failure of the water pump which they *** cover and should make vehicle rightNow if the engine does fail even with the prior repairs they *** cover it under a failureAs for diagnostics the warranty company is working it out on what was appropriate for the repair.
As previously stated Marina Auto Group has done its due diligence to assist in this process and *** continue if necessaryHowever we ask that the complaint be closed because at this time the purchaser needs to follow up as required by the warranty company with the service facility and the warranty company for them to authorize and fix any approved claimsWe sell the extended warranties specifically for these rare occasions of unknown potential mechanical failures and have no authority in approving claims since they are separate companySincerely,
*** ***
General Sales Manager
Marina Dodge Chrysler Jeep Ram
Marina Auto Group would be happy to repair the vehicle but not free of chargeThe vehicle had a 150,miles on it and as explained at time of purchase is not under NYS Lemon Law or any other warranties unless purchasedIf you have since purchased an extended warranty we would be happy to
repair it under the warranty or at customers expense. As for Jessica in our BDC (call center) they schedule appointments and have no knowledge of purchases, warranties, and or coveragesThey always respond to bring it in and the service dept then determines if it's a warranty cover item etcBased on milage of vehicle it came with no warranty and unless you purchased one there is no warrantyThey would have no knowledge of your purchases and its details and schedule everyone to come in. I do apologize for any miss understandingsPlease let me know if I can be of any further assistance. Lucas R***General Sales Manager Marina Auto Group
Dear Mrs***,I do apologize on behalf of Marina Auto Group ( Marina Mitsubishi )While we strive for excellence and policy of fix it right the first time not all diagnostic decisions are easily made on automobiles (machines) with many moving and cross communicating partsBy no means is this an
excuse; however fix it right the first time was not achieved with a couple of your service visitsWe have researched your history, and we have performed approximately oil changes since your original purchase and not all of the visits resulted in additional workThe water pump covered under warranty was caught by our technicians during a thorough inspection of the vehicleThe subsequent pulley that needed replaced was not caught or diagnosed as part of the initial issue, and required for the vehicle to be brought back in under warranty as wellAs for the oil change, and tire rotation that one wheel did not end up with adequately tightened lug nuts the technician did make, and errorThe Service Manager mentioned and the most recent technician are no longer with MarinaHowever Marina did cover any and all repairs as a result of itThis resulted in having the vehicle brought back and the lug nuts tightened furtherThe vehicle currently has 60,plus miles and is still enrolled in our complimentary VIP programThis program includes free oil changes and inspections for as long as you own the vehicleUnfortunately this program does not have a cash valueIt is a complimentary customer appreciation / retention programWhile I would love to be able to turn back the clock and make those events not happen it is beyond our controlWhat I can offer is a $500-$additional savings off of the purchase of your next vehicle at Marina Auto GroupThis reply must be presented at the beginning of your next purchase at Marina to be honored.Sincerely,*** ***General Sales Manager Marina Auto Group
We have been attempting to reach out to Mr*** since the first notification of the issue came inWe would like to have them bring it back in so we can take care of the bad coilPlease have them contact the manager *** *** at our Outlet Store where they purchased the vehicle to make the
arrangements. Sincerely, *** *** General Sales Manager Marina Dodge Chrysler Jeep Ram
Marina is able to refund for the warrantyJust need to have you bring the vehicle in so they can get a mileage statement on the vehicle in order to process the warranty cancellationPlease bring that and your warranty paperwork to the dealership you purchased the vehicle from and they will
process it immediatelyThe cancellation process takes - weeks and funds get disbursed to the bank whom the loan is through per NYS loan agreementsPlease let me know if you have any additional questions
Sincerely,
*** ***
General Sales Manager
Marina Auto Group
The customer was in a payment agreement for the purchase of the vehicleThe vehicle passed inspection and was NYS compliantThe customer was notified that no additional work would be considered or done until she had paid her outstanding balanceWe were willing to go above and beyond to make
the customer satisfied but as per the signed contract we were do the balance owedThere is no cooling off period in NYS for vehicle purchases which is stated on the contractsWe will not be refunding for this purchase and are still waiting on the amount owed per the contractOur phone calls are recorded legally because we notify the customers of such in our telephone answering services any other recordings are not legalWe hold the highest respect for our customers and there safety and meet and exceed NYS inspection standards. Sincerely, *** *** General Sales Manager Marina Auto Group
I have forwarded the attached letter to *** Automotive to initiate the refund for Mr *** *** for the "premium package" protection that he bought from us back in March of '14. He never had this applied to his vehicle so of course we will refund him the funds due. We
already sent in our remittance for this protection to ***, and are now waiting on the proceeds from them. I have never heard from or spoken to Mr ***, or this could of taken place much earlier. Please feel free to contact me with any further questions, concerns, or comments, and have a great day. ***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
They was never paid because they wanted me to pay $dollars to get my car fixed (which I have recorded) saying I did that rust in three weeksThey never agreed to fixing my car if I paid a balance cause at the time they didn't know I had oneI have all my phone calls with them recordI have a paper from *** stating (two weeks after I got the car) it was all rusted and rotten and was no good! The serial number on the car also DONT match which I have proof ofSo all I asked was that my car get fixed and they get paidBut unfortunately they are not TRYNNA fix it so IMMA forced to take them to small claims court for lost of wages, refund for cabs, name off the car and my money backI didn't want to take it there but the longer they DONT fix it the longer I have to miss work or catch cabs so guess I'll have to do that and call channel back! Regards, *** ***
We at Marina understand your issue and complaintHowever we are not the manufacture and this complaint needs to be address directly with Chrysler CorpWe are mediating a request to them for the warranty work but we do not give approval on covered itemsAs well the bumper to bumper warranty
offered by the manufacture does not include where items such as tires, brakes, wiper blades etcSpecifically because they are impacted by drivers, there driving habits and properly maintaining the vehicleI am by no means saying that these are factores here but the determination on wether they are is determined by the manufacturer not us at the dealership levelWe have and are pursuing this under warranty but can not gaurantee that they will cover the claim
Sincerely,*** ***
Mr***"s truck has been repaired to his satisfaction, including most recently the issue he had with his windshield wipers yesterdayWe truly apologize for the inconvenience this whole process caused himIf there still exists a problem he can contact me directly at ***
*** ext#*** ***PresidentMarina Auto Group
At the end of May, 2014, my wife and I went to an offsite sale that this dealership was holding in Auburn, NYWhile it took some time to get the deal done, as we were the last customer of the event, we eventually got our Chrysler Town And Country MinivanThere was an issue with the so-called "bumper to bumper" warranty that they were offering that was "included" with the vehicleAs it turned out, it was included in the financing of the vehicleAs the vehicle was a Chrysler vehicle, I contacted Chrysler to see if they offered a warranty that truly was bumper to bumperThe warranty that marina Dodge offered was NOT a real bumper to bumper warranty and did NOT cover the electronics in the vehicle
Chrysler did offer one, that included everything in the vehicle except for brakes, pads and rotors, for less money for the same 100k durationI purchased same warranty and then contacted the deralership
While talking to the dealership, I mentioned that the vehicle was missing the Jack and lug wrench as well as the headphones for the Video unit installed in the vehicle
I was PLEASED with their response to this situation, where they ordered and actually sent to my home a new jack and two headphonesPlus, they refunded to the bank which financed the vehicle the $for the extended warranty
After three weeks with the car, the bumper cover clip seemed to either break or stop holing the cover in placeThough the part took longer than expected to come into the dealership as it is not a part that commonly fails, they ordered the part and are installing the part free of charge
While I have read some of the issues with the dealership and especially with the problems that they have had at their liquidation sales, the least that I can do is at least point out that they are taking care of me and my wife with this car
Thank you to the General Manager *** and to Service Manager *** for all their help!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The numerous problems with the truck have been worked on but that does not change the fact that I was denied a refund and mislead on the issue when I tried to pursue that optionI was denied a refund by the car salesman and the assistant manager and they told me that there was not grounds for it and this was not true because the truck had been in service days out of the month I had owned it and due to these circumstances I later found out that I could have got a refund under the lemon lawI am frustrated with the fact that I was mislead and would like to get a refund now that I know I had been wrongly informed by the experts at Marina
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowBetween the time after spark plug replacement and further diagnostic testing through VW and receiving the dealers response from the Revdex.com I replaced the ignition coil and ignition wires myselfI did ask that the dealer replace these items for a satisfactory response, so I can no longer accept this solutionIf the dealer wants to reimburse me for parts that would be wonderfulBut I do not expect this for an outcomeI will consider this matter closed. Regards, *** ***
Brandon,After speaking with the owner *** *** he has confirmed speaking with you, and making arrangements for Marina Auto Group to purchase back the Ford *** resolving your complaintPlease let me know if there is any further assistance needed.Sincerely,*** ***General Sales ManagerMarina Auto Group
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI reviewed the reply from Marina, which remains blatently false. I am absolutely certain that I asked if this was a rental vehicle - if the salesman states he "may have told me it was not a rental", then their statement means either he lied to get me off the phone or he lied when he said it originally, which casts doubt on Marina's integrity either way. The damage to the underside of the car was not done by me - as soon as the Cadillac dealer went to change the oil, he saw the damage; that means either Marina lied about changing the oil or lied about knowing it was damaged. Yes, I initially asked for $or a new set of tires from Marina as a compromise; I increased my request when the Marina sales manager treated me rudely / refused to acknowledge my valid issues with the way they treated me. I continue to request this compensationRegards, *** ***
We do apologize for the inconvenienceUnfortunately the vehicle does not qualify under NYS law as a Lemin Law Buy Back at this timeI have spoken with *** *** the Manager in charge of our Auto Outlet locationHe stated that the vehicles warranty company has agreed to cover the repairPlease
make the appropriate arrangement with the repair facility to make sure this is taken care of as soon as possible. Sincerely, *** ***General Manager
I appreciate and understand the complaintHowever, we did the repair, the customer requested based on the option we gave him to fix the issue at the timeWe did offer a much more extensive repair that was going to cost considerably more, that was rejectedThe repair we did, would have held if the deeper rooted problem was address; that was recommended and rejectedWe are not in the position to refund for an agreed upon repair when services were completed correctly based on what was approved by the customerExample: If I offered them a filet for $and they opted for the strip for $but then complained it didn't taste like the filet yet they ate the whole thing and request a refundWho is in the right? I would gladly offer assistance in doing what we can to discount the additional work that needs to be done but we are not in the position to offer a refundSincerely, *** *** General Sales Manager Marina Auto Group
Mr***,I do understand your frustrationHowever several technicians have looked into to problem with no mechanical explanation for the early wear issue occurringThe manufacture has sent out a rep tech to look at with no explanation mechanicallyThey did replace the first set pads as if they were defective along with the second setThe manufacture was of the opinion that as a wear item for three sets to be defective it is very hard to understand and feel they had extended above and beyond for replacing themI have inquired with my service department who has also inquired with Chrysler if this is a reoccurring issue with the vehicles and it is notWe as the dealerships have done what we can with applying to have item covered under warrantyAs it states in the manufactures warranty breaks are a wear item hence not covered under the Bumper to Bumper Warranty or Power TrainThe Dealership has exhausted it's efforts in warranty options and can now only fix slash replace the worn out breaks at owners expenseWe are very willing to work with you on this but we as the dealership do not have any liability for this wear itemPlease let me know if we can be of any further assistance if you would like to contact Chrysler Corpdirectly
Sincerely, *** *** General Manager
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.Marina Dodge was paid to fix a problem described in the complaintMarina dodge has warranty for repairsWhat happen here is payment made for repairs that was not done right from the beginningRepair made failed after days because Marina did not do diagnose right from the beginningMy responsiblity as a good consumer who understands business transation is to pay for service I requestedI paid Marina to fix carMARINA worked on the car but did not fix itI brought the car back when I noticed the repairs failed and Marina realized they made a mistake in the repairs done first timeI know Marina's built on honesty and that is why I went thereI COULD have gone to Other dealershipsWhat I am asking is Marina to be honestMistakeshappen.I understand and do what is approprateI would not expect word twisting, I am an honest man and need my hard earned money back. Regards, *** ***
Marina is able to refund for the warrantyJust need to have you bring the vehicle in so they can get a mileage statement on the vehicle in order to process the warranty cancellationPlease bring that and your warranty paperwork to the dealership you purchased the vehicle from and they will process
it immediatelyThe cancellation process takes - weeks and funds get disbursed to the bank whom the loan is through per NYS loan agreementsPlease let me know if you have any additional questions
Sincerely,
*** ***
General Sales Manager
Marina Auto Group
To clarifyI just spoke with warranty company againThe vehicle was purchased knowing it had prior accidents which would have potential been the reason for the prior engine repairsHowever there is no failure of the engine at this time hence under the signed warranty contract they only would replace under failureNow there is a failure of the water pump which they *** cover and should make vehicle rightNow if the engine does fail even with the prior repairs they *** cover it under a failureAs for diagnostics the warranty company is working it out on what was appropriate for the repair.
As previously stated Marina Auto Group has done its due diligence to assist in this process and *** continue if necessaryHowever we ask that the complaint be closed because at this time the purchaser needs to follow up as required by the warranty company with the service facility and the warranty company for them to authorize and fix any approved claimsWe sell the extended warranties specifically for these rare occasions of unknown potential mechanical failures and have no authority in approving claims since they are separate companySincerely,
*** ***
General Sales Manager
Marina Dodge Chrysler Jeep Ram
Marina Auto Group would be happy to repair the vehicle but not free of chargeThe vehicle had a 150,miles on it and as explained at time of purchase is not under NYS Lemon Law or any other warranties unless purchasedIf you have since purchased an extended warranty we would be happy to
repair it under the warranty or at customers expense. As for Jessica in our BDC (call center) they schedule appointments and have no knowledge of purchases, warranties, and or coveragesThey always respond to bring it in and the service dept then determines if it's a warranty cover item etcBased on milage of vehicle it came with no warranty and unless you purchased one there is no warrantyThey would have no knowledge of your purchases and its details and schedule everyone to come in. I do apologize for any miss understandingsPlease let me know if I can be of any further assistance. Lucas R***General Sales Manager Marina Auto Group
Dear Mrs***,I do apologize on behalf of Marina Auto Group ( Marina Mitsubishi )While we strive for excellence and policy of fix it right the first time not all diagnostic decisions are easily made on automobiles (machines) with many moving and cross communicating partsBy no means is this an
excuse; however fix it right the first time was not achieved with a couple of your service visitsWe have researched your history, and we have performed approximately oil changes since your original purchase and not all of the visits resulted in additional workThe water pump covered under warranty was caught by our technicians during a thorough inspection of the vehicleThe subsequent pulley that needed replaced was not caught or diagnosed as part of the initial issue, and required for the vehicle to be brought back in under warranty as wellAs for the oil change, and tire rotation that one wheel did not end up with adequately tightened lug nuts the technician did make, and errorThe Service Manager mentioned and the most recent technician are no longer with MarinaHowever Marina did cover any and all repairs as a result of itThis resulted in having the vehicle brought back and the lug nuts tightened furtherThe vehicle currently has 60,plus miles and is still enrolled in our complimentary VIP programThis program includes free oil changes and inspections for as long as you own the vehicleUnfortunately this program does not have a cash valueIt is a complimentary customer appreciation / retention programWhile I would love to be able to turn back the clock and make those events not happen it is beyond our controlWhat I can offer is a $500-$additional savings off of the purchase of your next vehicle at Marina Auto GroupThis reply must be presented at the beginning of your next purchase at Marina to be honored.Sincerely,*** ***General Sales Manager Marina Auto Group
We have been attempting to reach out to Mr*** since the first notification of the issue came inWe would like to have them bring it back in so we can take care of the bad coilPlease have them contact the manager *** *** at our Outlet Store where they purchased the vehicle to make the
arrangements. Sincerely, *** *** General Sales Manager Marina Dodge Chrysler Jeep Ram