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.
[We spoke to [redacted] the Chief Operating Officer at Allegiance Administrators (the warranty company) who did not know that the additional investigation done by the [redacted] Toyota dealer diagnosed that the engine needs to be replaced. Mr. [redacted] provided a phone number/email and said to have the Toyota service department submit this information for the warranty company to review.
Until this new submission is reviewed, and accepted by the warranty company we [redacted] be unable to accept the resolution. ]
Regards,
[redacted]
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.
Regards,[redacted] then what is the warranty I got when I bought the jeep?
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. To Whom it may concern,
Obviously Mr. A[redacted] is continuing to make this a personal issue on his behalf and not a strictly business response. Truly I don't have the time for a who said she said disscussion with him. I only wanted to state the facts and the grounds of my vehicle having issues that need need to be addressed. I'm having a diffic[redacted] time understanding why my driver side window has yet to be addressed within Mr. A[redacted] reply, possibly because he focused more on falsifying information of me harassing his employees. I am willing to have my TPS monitor system fixed once again through Dodge they aldineed to see that my driver side window gets a new motor. My vehicle was sent to them with the intention that my driver's side window would be correctly repaired. They only put some form of lube on the window track to make it work temporarily. Please see that this is permanently fixed. I am also asking again to speak directly with another service rep and not Mr. A[redacted] regarding the services to my vehicle in the future. I apologize to Mr. A[redacted] for his own personal issues that he may be dealing with, with hopes that he can get back to doing what he should be doing. Which is providing quality customer service. Regards, [redacted]
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.
[We spoke to [redacted] the Chief Operating Officer at Allegiance Administrators (the warranty company) who did not know that the additional investigation done by the [redacted] Toyota dealer diagnosed that the engine needs to be replaced. Mr. [redacted] provided a phone number/email and said to have the Toyota service department submit this information for the warranty company to review. Until this new submission is reviewed, and accepted by the warranty company we [redacted] be unable to accept the resolution. ]
Regards,
[redacted]
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.
They have only called me back once and they said they would contact their "Accounts Payable", and I am home 99% of the time. And every time I call it gets forwarded to a voicemail which I leave a phone number, and as always I never get a call back. I submitted paperwork back in November 2015, a week or so later I went to the warranty web site and could no longer login saying account was closed. So I assume that the warranty was canceled. I am aware the check goes to the bank. My phone number is [redacted], call me. Regards, [redacted]
Dear Mrs. [redacted],
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 parts. By no...
means is this an excuse; however fix it right the first time was not achieved with a couple of your service visits. We have researched your history, and we have performed approximately 15 oil changes since your original purchase and not all of the visits resulted in additional work. The water pump covered under warranty was caught by our technicians during a thorough inspection of the vehicle. The 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 well. As for the oil change, and tire rotation that one wheel did not end up with adequately tightened lug nuts the technician did make, and error. The Service Manager mentioned and the most recent technician are no longer with Marina. However Marina did cover any and all repairs as a result of it. This resulted in having the vehicle brought back and the lug nuts tightened further. The vehicle currently has 60,000 plus miles and is still enrolled in our complimentary VIP program. This program includes free oil changes and inspections for as long as you own the vehicle. Unfortunately this program does not have a cash value. It is a complimentary customer appreciation / retention program. While I would love to be able to turn back the clock and make those events not happen it is beyond our control. What I can offer is a $500-$1000 additional savings off of the purchase of your next vehicle at Marina Auto Group. This reply must be presented at the beginning of your next purchase at Marina to be honored.
Sincerely,[redacted]General Sales Manager Marina Auto Group
We have been attempting to reach out to Mr. [redacted] since the first notification of the issue came in. We would like to have them bring it back in so we can take care of the bad coil. Please have them contact the manager [redacted] at our Outlet Store where they purchased the vehicle to make the arrangements. Sincerely[redacted]General Sales Manager Marina Dodge Chrysler Jeep Ram
Marina Auto Group would be happy to repair the vehicle but not free of charge. The vehicle had a 150,000 miles on it and as explained at time of purchase is not under NYS Lemon Law or any other warranties unless purchased. If 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 coverages. They always respond to bring it in and the service dept then determines if it's a warranty cover item etc. Based on milage of vehicle it came with no warranty and unless you purchased one there is no warranty. They would have no knowledge of your purchases and its details and schedule everyone to come in. I do apologize for any miss understandings. Please let me know if I can be of any further assistance. Lucas R[redacted]General Sales Manager Marina Auto Group
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. I had contacted the sales manager 10/01/2015 and 10/02/2015 leaving messages both times. I have also spoke to the Chrysler representative he called and asked if I wanted to trade in my jeep they would give me a discount on a new Chrysler vehicle but I would probably need to come up with money down. Since I traded in a car that had no payments for $14,000 toward my current Jeep I declined. She also stated only the dealership can give me my old car back or a refund. The Wrangler was last serviced in the same dealership 10/13/15 and they had my car for over a week switching out another modulator. Regards, [redacted]
My prior response quoted directly from the emails. The brakes and two tires were brand new. No where does it say all four tires were new or that the purchase was contingent on four brand new tires. Our vehicles exceed NYS requirements for inspection but tires are wear items. While we hope that every vehicle has tires on it that will last six months to a year above NYS requirements we can not guarantee it because as a wear item material, environmental, and driving habits can quickly deteriorate tires. If at the time of purchase four new tires was agreed upon as part of the purchase agreement, it would have been included as such increasing the price or written on the contracts to insure everything agreed upon was given. At this time Marina Auto Group has nothing additional to offer other our cost on the additional two tires. Sincerely, Lucas R[redacted] General Sales Manager Marina Auto Group
Dear Revdex.com,
This customer entered into a purchase knowing full well what they were purchasing and the monthly payment. They returned the next day after signing and driving off the lot excited about the purchase from the day before to say they wanted to return the vehicle. Under NYS law...
clearly spelled out on the contracts they signed they completed what was necessary to consider there purchase binding. Our Used Car Manager and the salesman went with the customers into a finance office to discuss. They quickly came out of the office after her husband assaulted my salesman by chopping his arm that was resting on the desk. If they would like to dispute this; the office has video. At that point the manager asked them to leave. They then stormed up to the sales desk where I and one of the owners was standing and started using profanity at the owner. The owner asked them politely to calm down, lower there voice and stop with the language at which point they did not. The owner then instructed them to leave. The customer then on there way out slammed the keys and owners manual down and said you can keep the car the deposit and everything to do with this "expletive" deal.
This customer technically owns the car and will have there credit suffer by having a first payment default on the loan.
Sincerely,
Lucas R[redacted]
General Sales Manager
Marina Auto Group
I personally dealt with this customer on making the deal and then after the purchase. The customer mentioned he had two possible trades. Salesman responded with they could be valued at "up to $500" but they were not running and sitting in his yard so he would have to look at them / a manager look at...
them for final number. Salesman went to his house to pick up cash down at which point he saw the vehicles and told customer they were scrap and we could take them off his hands but no real value. Customer came back to dealership signed and took delivery. Days later customer returns to dealership to complain about us showing him $2 for the trades. I explained that the salesman had explained we had taken on the expense of the removal of the vehicles which were dead and buried in his yard and got scrap for them. He excepted that when he signed his papers but now wanted more. Out of trying to keep a satisfied customer I agreed to cut him a check back for a $100 per vehicle which he took and has cashed.At this time Marina has gone above and beyond and has nothing else to offer this customer. We have lived up to all of our agreements and in good faith paid out extra $200. We have nothing else to offer. Sincerely, Lucas [redacted] General Sales Manager Marina Auto Group
Based on the statements just provided this is currently out of Marina Auto Groups hands and between the purchaser, their preferred service facility and the warranty company. I do not see how at this time we have any impact or involvement going forward. They purchased the vehicle and the extended service contract and we have done our do diligence to stand behind them. As it stands the owner of the vehicle needs to get it to there preferred service facility for them to submit the claim for the new engine. If there is a problem from there [redacted] the manager of the Marina Auto Outlet can assist. But as it stands the resolution at this time is for the owner to get it back to the service facility for them to process the claim, then the service facility to provide the warranty company with the information they need so they can complete the work. I do not see how keeping this claim open is at this point on Marina. We sell the warranties to give added protection to our customers and [redacted] always assist them when necessary in the claims process. We however can not be held responsible for a difference in opinion between one repair facility and another. As well the warranty company does have final say in how they [redacted] process a claim and what course of action they [redacted] approve when fixing such work. Please let us know if and how we can be of further assistance. How ever we are requesting that the claim be closed. Any future assistance needed with the warranty company can be had by [redacted] Manager of the Marina Auto Outlet.Sincerely, [redacted] General Sales Manager Marina Dodge Chrysler Jeep Ram
I have gone above and beyond in doing what was discussed in regards to this purchase. These customers unfortunately are not satisfied and I do not believe we will be able to make them satisfied. The customers agreed to the purchase of the vehicle. They then after we went above and beyond to get them...
financed obsorbing bank fees etc on delivery they bring up a laundry list of things to be repaired. I then go into the finance office which is video taped and explain to them this is not a brand new vehicle. It is used and from what they were asking they wanted me to make it new. I also explained our vehicle was priced based on its condition and best in market. I agreed to fix the front valance that was missing a clip to hold up the corner. Which we did before they left. I then told them I would not agree to fix anything else other then get some touch up paint. They asked about the window and I said our tech already looked at it and it worked fine but if it reoccurred I would have them look at it again. I used the example of and specified that this a rough number of costing $600 I don't have that to put into it for additional repairs and if they absolutely wanted them I could not guarantee any of them would be done. I told them I would get a price for the speaker cover and if it was like $20 then I would cover but more it would depend. I got a price and as I also explained I have to get the whole plastic piece around the cover and it was $280 and offered to split it with them. All of this is video recorded to which I pointed out to them as well the camera in the finance office. I have not differed from what I agreed to and or offered. They on the other hand want to make up accusations that I laughed at them and hung up the phone. This did not happen the salesman and many others were present when I had my conversation with him as well our phone calls are recorded. What had happened was I told him when I could have service look at it again he did not respond. I then said is there anything else and with no response I then said good bye and hung up. As I previously stated I can not make a Used Car, New. They purchased a used car I have done what was agreed to and stand behind my description of the events.While Marina appreciate's Mr. & Mrs. [redacted] patronage these issues were discussed and addressed before they agreed to purchase. We have done exactly what we agreed to and will still stand behind any and all warranties and programs available. Sincerely, [redacted]General Sales Manager Marina Dodge Chrysler Jeep Ram
After reviewing the information and speaking with the Service Advisor and Service Manager Marina found that we had handled the repair as discussed with the customer at the time. The customer was fully informed of the necessary work needed to be done to make a full repair with little chance of the...
issue re-occurring. He chose to proceed with the less expensive option. The dealership did what was requested by the customer. Now after the fact since the problem has returned requests a refund. The dealership will be happy to assist in trying to save some expense on the full repair which was suggested. However we are not able to offer a refund. Sincerely, [redacted] General Sales Manager
Marina Dodge Chrysler Jeep Ram
Dear Revdex.com,
This customer entered into a purchase knowing full well what they were purchasing and the monthly payment. They returned the next day after signing and driving off the lot excited about the purchase from the day before to say they wanted to return the vehicle. Under NYS law clearly...
spelled out on the contracts they signed they completed what was necessary to consider there purchase binding. Our Used Car Manager and the salesman went with the customers into a finance office to discuss. They quickly came out of the office after her husband assaulted my salesman by chopping his arm that was resting on the desk. If they would like to dispute this; the office has video. At that point the manager asked them to leave. They then stormed up to the sales desk where I and one of the owners was standing and started using profanity at the owner. The owner asked them politely to calm down, lower there voice and stop with the language at which point they did not. The owner then instructed them to leave. The customer then on there way out slammed the keys and owners manual down and said you can keep the car the deposit and everything to do with this "expletive" deal.
This customer technically owns the car and will have there credit suffer by having a first payment default on the loan.
Sincerely,
Lucas R[redacted]
General Sales Manager
Marina Auto Group
To whom it may concern: Unfortunately this is the first I am hear of the issues. While I wish there was more we could do we have assisted with this to the best of the dealerships abilities by fixing things at dealership expense. We offered at the time of purchase an extended warranty...
but it was declined by customer. They purchased a Used 2008 Jeep Patriot with 93350 miles on it back on 03/31/2014. We have done our best to accommodate the customer but the vehicle does not qualify as a lemon law vehicle since that time period expired some time ago. The only other solution I could offer would be for us to try and trade the customer out of the vehicle. Sincerely, Lucas [redacted] General Sales Manager Marina Dodge Chrysler Jeep
What the customer needs to do is bring the vehicle in and have the service department submit the claim for the items. The warranty company will determine whether or not they are covered not the dealership. The signature page he sent does not list overages. If the item is covered he would be subject to any deductibles and if not covered the total expense. The dealership has filled its obligation with the purchase and by selling the extended warranty. The customer then has to do there due diligence to follow through on any repairs based on there own needs and wants as well as with in any coverage's specified in the warranty purchased. The dealership is not responsible for any repairs or expenses after the sale of a vehicle with mileage of 147,416 miles they are sold "AS IS". Sincerely, Lucas R[redacted] General Sales Manager Lucas also called and provide verbal clarification regarding warranty policy: The
consumer is provided the policy coverge and copy of signature page when
purchasing, business only keeps copy of signature page.
Based on the statements just provided this is currently out of Marina Auto Groups hands and between the purchaser, their preferred service facility and the warranty company. I do not see how at this time we have any impact or involvement going forward. They purchased the vehicle and the extended service contract and we have done our do diligence to stand behind them. As it stands the owner of the vehicle needs to get it to there preferred service facility for them to submit the claim for the new engine. If there is a problem from there [redacted] the manager of the Marina Auto Outlet can assist. But as it stands the resolution at this time is for the owner to get it back to the service facility for them to process the claim, then the service facility to provide the warranty company with the information they need so they can complete the work. I do not see how keeping this claim open is at this point on Marina. We sell the warranties to give added protection to our customers and [redacted] always assist them when necessary in the claims process. We however can not be held responsible for a difference in opinion between one repair facility and another. As well the warranty company does have final say in how they [redacted] process a claim and what course of action they [redacted] approve when fixing such work. Please let us know if and how we can be of further assistance. How ever we are requesting that the claim be closed. Any future assistance needed with the warranty company can be had by [redacted] Manager of the Marina Auto Outlet.
Sincerely,
[redacted]
General Sales Manager
Marina Dodge Chrysler Jeep Ram
To whom it may concern: Below is the statement from our Fixed Operations Manager, Alan A[redacted]. He addresses the statements made in the complaint and his stance that we have done everything in our contracts and above to remedy the issues. Please let me know if this addresses the...
complaint. Sincerely, Lucas R[redacted] General Sales Manager Marina Dodge Chrysler Jeep Ram
With regard to the complaint that I intimidated her, this is just a ploy on her part to try and get extra service at no cost to her. She only had a problem with me after I said no, then she escalated the complete situation. I think it is safe to say that based on the amount of money we put into this vehicle after the sale she has no grounds except to make it personal, as she is trying to do with me. If I had said yes to the window she would be calling me personally to set up her next service. Addressing the complaint regarding speaking directly with Alan A[redacted]; this customer had been on the phone with three different service people and had everyone researching the same thing. All three stated that she was rude to them on the phone. So, rather than having mass confusion regarding any issues she may have I took the lead and request that she speak directly with me. The seat belts on this vehicle passed inspection and there was nothing mentioned at the point of sale regarding them. If there was an issue with the seat belts it should have been mentioned in the negotiation of the sale. The same with the windshield. A chip is something that can be fixed and does not require replacement. We addressed the TPMS situation and until this writing we had not been aware that there was another issue with tire air pressure. We would be glad to address this problem. Our position is that the windshield was an item that passed inspection, and further, was known about at the point of sale. Knowing this if the customer wanted the windshield replaced then it should have been negotiated into the sale agreement. She could have made it a condition of sale but did not. Please be advised that we tried to address every legitimate issue this customer was concerned about. It was not until we said no to the window replacement that this customer became rude and hard to get along with. She made it clear that she would complain until she gets what she wants. Alan A[redacted] Fixed Operations Director
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.
[We spoke to [redacted] the Chief Operating Officer at Allegiance Administrators (the warranty company) who did not know that the additional investigation done by the [redacted] Toyota dealer diagnosed that the engine needs to be replaced. Mr. [redacted] provided a phone number/email and said to have the Toyota service department submit this information for the warranty company to review.
Until this new submission is reviewed, and accepted by the warranty company we [redacted] be unable to accept the resolution. ]
Regards,
[redacted]
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.
Regards,[redacted] then what is the warranty I got when I bought the jeep?
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. To Whom it may concern,
Obviously Mr. A[redacted] is continuing to make this a personal issue on his behalf and not a strictly business response. Truly I don't have the time for a who said she said disscussion with him. I only wanted to state the facts and the grounds of my vehicle having issues that need need to be addressed. I'm having a diffic[redacted] time understanding why my driver side window has yet to be addressed within Mr. A[redacted] reply, possibly because he focused more on falsifying information of me harassing his employees. I am willing to have my TPS monitor system fixed once again through Dodge they aldineed to see that my driver side window gets a new motor. My vehicle was sent to them with the intention that my driver's side window would be correctly repaired. They only put some form of lube on the window track to make it work temporarily. Please see that this is permanently fixed. I am also asking again to speak directly with another service rep and not Mr. A[redacted] regarding the services to my vehicle in the future. I apologize to Mr. A[redacted] for his own personal issues that he may be dealing with, with hopes that he can get back to doing what he should be doing. Which is providing quality customer service. Regards, [redacted]
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.
[We spoke to [redacted] the Chief Operating Officer at Allegiance Administrators (the warranty company) who did not know that the additional investigation done by the [redacted] Toyota dealer diagnosed that the engine needs to be replaced. Mr. [redacted] provided a phone number/email and said to have the Toyota service department submit this information for the warranty company to review. Until this new submission is reviewed, and accepted by the warranty company we [redacted] be unable to accept the resolution. ]
Regards,
[redacted]
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.
They have only called me back once and they said they would contact their "Accounts Payable", and I am home 99% of the time. And every time I call it gets forwarded to a voicemail which I leave a phone number, and as always I never get a call back. I submitted paperwork back in November 2015, a week or so later I went to the warranty web site and could no longer login saying account was closed. So I assume that the warranty was canceled. I am aware the check goes to the bank. My phone number is [redacted], call me. Regards, [redacted]
Dear Mrs. [redacted],
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 parts. By no...
means is this an excuse; however fix it right the first time was not achieved with a couple of your service visits. We have researched your history, and we have performed approximately 15 oil changes since your original purchase and not all of the visits resulted in additional work. The water pump covered under warranty was caught by our technicians during a thorough inspection of the vehicle. The 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 well. As for the oil change, and tire rotation that one wheel did not end up with adequately tightened lug nuts the technician did make, and error. The Service Manager mentioned and the most recent technician are no longer with Marina. However Marina did cover any and all repairs as a result of it. This resulted in having the vehicle brought back and the lug nuts tightened further. The vehicle currently has 60,000 plus miles and is still enrolled in our complimentary VIP program. This program includes free oil changes and inspections for as long as you own the vehicle. Unfortunately this program does not have a cash value. It is a complimentary customer appreciation / retention program. While I would love to be able to turn back the clock and make those events not happen it is beyond our control. What I can offer is a $500-$1000 additional savings off of the purchase of your next vehicle at Marina Auto Group. This reply must be presented at the beginning of your next purchase at Marina to be honored.
Sincerely,[redacted]General Sales Manager Marina Auto Group
We have been attempting to reach out to Mr. [redacted] since the first notification of the issue came in. We would like to have them bring it back in so we can take care of the bad coil. Please have them contact the manager [redacted] at our Outlet Store where they purchased the vehicle to make the arrangements. Sincerely[redacted]General Sales Manager Marina Dodge Chrysler Jeep Ram
Marina Auto Group would be happy to repair the vehicle but not free of charge. The vehicle had a 150,000 miles on it and as explained at time of purchase is not under NYS Lemon Law or any other warranties unless purchased. If 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 coverages. They always respond to bring it in and the service dept then determines if it's a warranty cover item etc. Based on milage of vehicle it came with no warranty and unless you purchased one there is no warranty. They would have no knowledge of your purchases and its details and schedule everyone to come in. I do apologize for any miss understandings. Please let me know if I can be of any further assistance. Lucas R[redacted]General Sales Manager Marina Auto Group
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. I had contacted the sales manager 10/01/2015 and 10/02/2015 leaving messages both times. I have also spoke to the Chrysler representative he called and asked if I wanted to trade in my jeep they would give me a discount on a new Chrysler vehicle but I would probably need to come up with money down. Since I traded in a car that had no payments for $14,000 toward my current Jeep I declined. She also stated only the dealership can give me my old car back or a refund. The Wrangler was last serviced in the same dealership 10/13/15 and they had my car for over a week switching out another modulator. Regards, [redacted]
My prior response quoted directly from the emails. The brakes and two tires were brand new. No where does it say all four tires were new or that the purchase was contingent on four brand new tires. Our vehicles exceed NYS requirements for inspection but tires are wear items. While we hope that every vehicle has tires on it that will last six months to a year above NYS requirements we can not guarantee it because as a wear item material, environmental, and driving habits can quickly deteriorate tires. If at the time of purchase four new tires was agreed upon as part of the purchase agreement, it would have been included as such increasing the price or written on the contracts to insure everything agreed upon was given. At this time Marina Auto Group has nothing additional to offer other our cost on the additional two tires. Sincerely, Lucas R[redacted] General Sales Manager Marina Auto Group
Dear Revdex.com,
This customer entered into a purchase knowing full well what they were purchasing and the monthly payment. They returned the next day after signing and driving off the lot excited about the purchase from the day before to say they wanted to return the vehicle. Under NYS law...
clearly spelled out on the contracts they signed they completed what was necessary to consider there purchase binding. Our Used Car Manager and the salesman went with the customers into a finance office to discuss. They quickly came out of the office after her husband assaulted my salesman by chopping his arm that was resting on the desk. If they would like to dispute this; the office has video. At that point the manager asked them to leave. They then stormed up to the sales desk where I and one of the owners was standing and started using profanity at the owner. The owner asked them politely to calm down, lower there voice and stop with the language at which point they did not. The owner then instructed them to leave. The customer then on there way out slammed the keys and owners manual down and said you can keep the car the deposit and everything to do with this "expletive" deal.
This customer technically owns the car and will have there credit suffer by having a first payment default on the loan.
Sincerely,
Lucas R[redacted]
General Sales Manager
Marina Auto Group
I personally dealt with this customer on making the deal and then after the purchase. The customer mentioned he had two possible trades. Salesman responded with they could be valued at "up to $500" but they were not running and sitting in his yard so he would have to look at them / a manager look at...
them for final number. Salesman went to his house to pick up cash down at which point he saw the vehicles and told customer they were scrap and we could take them off his hands but no real value. Customer came back to dealership signed and took delivery. Days later customer returns to dealership to complain about us showing him $2 for the trades. I explained that the salesman had explained we had taken on the expense of the removal of the vehicles which were dead and buried in his yard and got scrap for them. He excepted that when he signed his papers but now wanted more. Out of trying to keep a satisfied customer I agreed to cut him a check back for a $100 per vehicle which he took and has cashed.At this time Marina has gone above and beyond and has nothing else to offer this customer. We have lived up to all of our agreements and in good faith paid out extra $200. We have nothing else to offer. Sincerely, Lucas [redacted] General Sales Manager Marina Auto Group
Based on the statements just provided this is currently out of Marina Auto Groups hands and between the purchaser, their preferred service facility and the warranty company. I do not see how at this time we have any impact or involvement going forward. They purchased the vehicle and the extended service contract and we have done our do diligence to stand behind them. As it stands the owner of the vehicle needs to get it to there preferred service facility for them to submit the claim for the new engine. If there is a problem from there [redacted] the manager of the Marina Auto Outlet can assist. But as it stands the resolution at this time is for the owner to get it back to the service facility for them to process the claim, then the service facility to provide the warranty company with the information they need so they can complete the work. I do not see how keeping this claim open is at this point on Marina. We sell the warranties to give added protection to our customers and [redacted] always assist them when necessary in the claims process. We however can not be held responsible for a difference in opinion between one repair facility and another. As well the warranty company does have final say in how they [redacted] process a claim and what course of action they [redacted] approve when fixing such work. Please let us know if and how we can be of further assistance. How ever we are requesting that the claim be closed. Any future assistance needed with the warranty company can be had by [redacted] Manager of the Marina Auto Outlet.Sincerely, [redacted] General Sales Manager Marina Dodge Chrysler Jeep Ram
I have gone above and beyond in doing what was discussed in regards to this purchase. These customers unfortunately are not satisfied and I do not believe we will be able to make them satisfied. The customers agreed to the purchase of the vehicle. They then after we went above and beyond to get them...
financed obsorbing bank fees etc on delivery they bring up a laundry list of things to be repaired. I then go into the finance office which is video taped and explain to them this is not a brand new vehicle. It is used and from what they were asking they wanted me to make it new. I also explained our vehicle was priced based on its condition and best in market. I agreed to fix the front valance that was missing a clip to hold up the corner. Which we did before they left. I then told them I would not agree to fix anything else other then get some touch up paint. They asked about the window and I said our tech already looked at it and it worked fine but if it reoccurred I would have them look at it again. I used the example of and specified that this a rough number of costing $600 I don't have that to put into it for additional repairs and if they absolutely wanted them I could not guarantee any of them would be done. I told them I would get a price for the speaker cover and if it was like $20 then I would cover but more it would depend. I got a price and as I also explained I have to get the whole plastic piece around the cover and it was $280 and offered to split it with them. All of this is video recorded to which I pointed out to them as well the camera in the finance office. I have not differed from what I agreed to and or offered. They on the other hand want to make up accusations that I laughed at them and hung up the phone. This did not happen the salesman and many others were present when I had my conversation with him as well our phone calls are recorded. What had happened was I told him when I could have service look at it again he did not respond. I then said is there anything else and with no response I then said good bye and hung up. As I previously stated I can not make a Used Car, New. They purchased a used car I have done what was agreed to and stand behind my description of the events.While Marina appreciate's Mr. & Mrs. [redacted] patronage these issues were discussed and addressed before they agreed to purchase. We have done exactly what we agreed to and will still stand behind any and all warranties and programs available. Sincerely, [redacted]General Sales Manager Marina Dodge Chrysler Jeep Ram
After reviewing the information and speaking with the Service Advisor and Service Manager Marina found that we had handled the repair as discussed with the customer at the time. The customer was fully informed of the necessary work needed to be done to make a full repair with little chance of the...
issue re-occurring. He chose to proceed with the less expensive option. The dealership did what was requested by the customer. Now after the fact since the problem has returned requests a refund. The dealership will be happy to assist in trying to save some expense on the full repair which was suggested. However we are not able to offer a refund. Sincerely, [redacted] General Sales Manager
Marina Dodge Chrysler Jeep Ram
Dear Revdex.com,
This customer entered into a purchase knowing full well what they were purchasing and the monthly payment. They returned the next day after signing and driving off the lot excited about the purchase from the day before to say they wanted to return the vehicle. Under NYS law clearly...
spelled out on the contracts they signed they completed what was necessary to consider there purchase binding. Our Used Car Manager and the salesman went with the customers into a finance office to discuss. They quickly came out of the office after her husband assaulted my salesman by chopping his arm that was resting on the desk. If they would like to dispute this; the office has video. At that point the manager asked them to leave. They then stormed up to the sales desk where I and one of the owners was standing and started using profanity at the owner. The owner asked them politely to calm down, lower there voice and stop with the language at which point they did not. The owner then instructed them to leave. The customer then on there way out slammed the keys and owners manual down and said you can keep the car the deposit and everything to do with this "expletive" deal.
This customer technically owns the car and will have there credit suffer by having a first payment default on the loan.
Sincerely,
Lucas R[redacted]
General Sales Manager
Marina Auto Group
To whom it may concern: Unfortunately this is the first I am hear of the issues. While I wish there was more we could do we have assisted with this to the best of the dealerships abilities by fixing things at dealership expense. We offered at the time of purchase an extended warranty...
but it was declined by customer. They purchased a Used 2008 Jeep Patriot with 93350 miles on it back on 03/31/2014. We have done our best to accommodate the customer but the vehicle does not qualify as a lemon law vehicle since that time period expired some time ago. The only other solution I could offer would be for us to try and trade the customer out of the vehicle. Sincerely, Lucas [redacted] General Sales Manager Marina Dodge Chrysler Jeep
What the customer needs to do is bring the vehicle in and have the service department submit the claim for the items. The warranty company will determine whether or not they are covered not the dealership. The signature page he sent does not list overages. If the item is covered he would be subject to any deductibles and if not covered the total expense. The dealership has filled its obligation with the purchase and by selling the extended warranty. The customer then has to do there due diligence to follow through on any repairs based on there own needs and wants as well as with in any coverage's specified in the warranty purchased. The dealership is not responsible for any repairs or expenses after the sale of a vehicle with mileage of 147,416 miles they are sold "AS IS". Sincerely, Lucas R[redacted] General Sales Manager Lucas also called and provide verbal clarification regarding warranty policy: The
consumer is provided the policy coverge and copy of signature page when
purchasing, business only keeps copy of signature page.
Based on the statements just provided this is currently out of Marina Auto Groups hands and between the purchaser, their preferred service facility and the warranty company. I do not see how at this time we have any impact or involvement going forward. They purchased the vehicle and the extended service contract and we have done our do diligence to stand behind them. As it stands the owner of the vehicle needs to get it to there preferred service facility for them to submit the claim for the new engine. If there is a problem from there [redacted] the manager of the Marina Auto Outlet can assist. But as it stands the resolution at this time is for the owner to get it back to the service facility for them to process the claim, then the service facility to provide the warranty company with the information they need so they can complete the work. I do not see how keeping this claim open is at this point on Marina. We sell the warranties to give added protection to our customers and [redacted] always assist them when necessary in the claims process. We however can not be held responsible for a difference in opinion between one repair facility and another. As well the warranty company does have final say in how they [redacted] process a claim and what course of action they [redacted] approve when fixing such work. Please let us know if and how we can be of further assistance. How ever we are requesting that the claim be closed. Any future assistance needed with the warranty company can be had by [redacted] Manager of the Marina Auto Outlet.
Sincerely,
[redacted]
General Sales Manager
Marina Dodge Chrysler Jeep Ram
To whom it may concern: Below is the statement from our Fixed Operations Manager, Alan A[redacted]. He addresses the statements made in the complaint and his stance that we have done everything in our contracts and above to remedy the issues. Please let me know if this addresses the...
complaint. Sincerely, Lucas R[redacted] General Sales Manager Marina Dodge Chrysler Jeep Ram
With regard to the complaint that I intimidated her, this is just a ploy on her part to try and get extra service at no cost to her. She only had a problem with me after I said no, then she escalated the complete situation. I think it is safe to say that based on the amount of money we put into this vehicle after the sale she has no grounds except to make it personal, as she is trying to do with me. If I had said yes to the window she would be calling me personally to set up her next service. Addressing the complaint regarding speaking directly with Alan A[redacted]; this customer had been on the phone with three different service people and had everyone researching the same thing. All three stated that she was rude to them on the phone. So, rather than having mass confusion regarding any issues she may have I took the lead and request that she speak directly with me. The seat belts on this vehicle passed inspection and there was nothing mentioned at the point of sale regarding them. If there was an issue with the seat belts it should have been mentioned in the negotiation of the sale. The same with the windshield. A chip is something that can be fixed and does not require replacement. We addressed the TPMS situation and until this writing we had not been aware that there was another issue with tire air pressure. We would be glad to address this problem. Our position is that the windshield was an item that passed inspection, and further, was known about at the point of sale. Knowing this if the customer wanted the windshield replaced then it should have been negotiated into the sale agreement. She could have made it a condition of sale but did not. Please be advised that we tried to address every legitimate issue this customer was concerned about. It was not until we said no to the window replacement that this customer became rude and hard to get along with. She made it clear that she would complain until she gets what she wants. Alan A[redacted] Fixed Operations Director