To whom it may concern: Let me please start by saying that our customer's complaint to the Revdex.com was filed on October 26, and she purchased a pre-owned Ford *** from us two days later on October 28, I'm not sure why she would have done so if she was so unhappy with our dealership
without at least bringing the complaint up to us prior to her purchase.We do have records of many service appointments and a lot of them were indeed covered by her warrantyWe also "good willed" some of our services along the way and do not dispute the fact that these service issues must have been very frustrating and inconvenient for her as I know they were for our Jeep Shop Foreman, who has been an award winning technician for over years at this locationAlso, as she stated in her complaint; we made sure that she always had one of our limited, service loaners available at no charge for her transportation. I was first made aware of our customer's service issues with her Jeep *** on or about October 8th of this year when she came in for serviceMy service manager told her that her warranty had expired and that she would have to begin paying out of pocket for continued diagnosticsShe purchased her Jeep *** from the previous owners of our dealership (BayState Jeep) in When we sat down to discuss her service history in the beginning of October, I told her that I would review the history, speak with my service managers and get back with herI reached back out to her within the next few days and I told her that my honest recommendation was to trade her Jeep *** in and that I would be more than fair with her travalue to "help her out" because of her frustrating experienceShe agreed to this offering and a few weeks later came in to look at her options and ultimately purchased a Ford *** from usHer bank payoff was roughly $and we gave her $for her problematic ***True market value for her trade, in its current condition was roughly $- $but we over-allowed on her trade to assist with her purchase in an attempt to make her a happy customer. Our goal is to ultimately make every customer happy! Thank you! *** F*General Manager*** Chrysler Jeep Dodge Ram*** *** * *** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
To whom it may concern, I reject ***s response due to lack of honestyI am applauded by the fact that *** *** is holding a customer responsible for the lack of communication between ***s service departmentI have been requesting to speak with him for monthsIn fact I have spoken to him prior to October 8,I spoke with him about the numerous times my car had to be servicedI was also chastised by a former employee because I expressed my frustrations with serviceMost important, Me*** failed to mention that the service department refused service on my vehicle and erased service codes as an attempt to cover up the lack of service and/or erased the codes knowingly and willingly because the service department was unable to repair the vehicleHe also failed to mention that the cooporate office was involved and they too attempted to assist the service department with repairsFurthermore, anything the service department “repaired” or claimed they “repaired” the service is and should be warrantied for a minimum of daysTherefore, my extended warranty should not have come into playIf they were unable to fix the vehicle after the 13th attempt, out of good faith, they should have brought the vehicle to be serviced at another Jeep service centerI was more than patient with ***Due to my excessive absence and reprimandations from work I was essentially forced to trade the vehicleI traded the vehicle in for a Ford *** that has NOW been in disrepair since my purchaseIn retrospect to the loaner vehicles, my extended warranty company was billed for the vehicles upon noticeThe only time the warranty DID NOT pay was when I returned the vehicle for service that was already paidAt that point, it was on *** to accommodate me with a vehicle for the inconvenience and negligence of the service department.All of these incidents are detailed and documented.
Regards,
*** ***
My response was nothing but truthful and I stand by it. I acknowledged that our service department had a difficult time diagnosing her 2012 [redacted] and that it must have been a very frustrating time for her. As to [redacted]'s statement that she was trying to meet with me for months, my glass fronted office is in the showroom and I'm there every day but Wednesday. As the GM of this store, I take pride in taking care of any customer issues that may arise and have tried to help [redacted] as well on many occasions. I will continue to do everything I can to help. As I write this, she is in one of our loaners at NO Charge and the 2014 Ford that she purchased with us is at a local Ford dealership being diagnosed under Warranty. I will make certain that [redacted] is happy as long as she is reasonable and respectful.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I would to acknowledge the continued defamation of character by Mr. [redacted]. I am appalled by his response of ¨as long as she is reasonable and respectful¨. It took me six months to file this compliant, so I feel that I have been more than reasonable with the company and its service. As far as being respectful, I am a grown women and I will not stand for the disrespect and defamation in which [redacted] and its employees continue to recite. It was not until I informed Mr. [redacted] that I was going to exercise my rights, that now all of a sudden Im disrespectful. It baffles me that if you had not had any contact with me, that you (Mr.[redacted]) would say if I should be ¨reasonable and respectful¨. If you would assist and/or address my issues these complaints would not have exist. I refused to keep going back and forth with the tic for tac. It is evident that you are refusing to help me in this current matter, and that you continue to comment on my response as opposed to dealing with the LEMON you just sold me. I suppose I should write another complaint about the new issue with the 2014 Ford [redacted]. So lets be clear, you have had my new vehicle for over 20 business days. I purchased a car to enjoy. Due to the on going issues, it has lost its value, I have loss of use, have not been able to enjoy the use of the vehicle because IT IS a health and safety issue, and have been forced to make a payments on a vehicle I have yet to learn. So wish Mr. [redacted] would refrain from saying that I have a loaner at no cost because I dont want the loaner, I want what I paid for. I want to enjoy the use of the vehicle I just purchased. I want to feel comfortable within my own space. I do not want to KEEP being pulled from work to return a rental vehicle. Its an inconvenience and a loss of wages. So [redacted] nor Mr. [redacted] is doing me any favors.
Regards,
[redacted]
To whom it may concern: Let me please start by saying that our customer's complaint to the Revdex.com was filed on October 26, and she purchased a pre-owned Ford *** from us two days later on October 28, I'm not sure why she would have done so if she was so unhappy with our dealership
*General Manager*** Chrysler Jeep Dodge Ram*** *** * *** ***
without at least bringing the complaint up to us prior to her purchase.We do have records of many service appointments and a lot of them were indeed covered by her warrantyWe also "good willed" some of our services along the way and do not dispute the fact that these service issues must have been very frustrating and inconvenient for her as I know they were for our Jeep Shop Foreman, who has been an award winning technician for over years at this locationAlso, as she stated in her complaint; we made sure that she always had one of our limited, service loaners available at no charge for her transportation. I was first made aware of our customer's service issues with her Jeep *** on or about October 8th of this year when she came in for serviceMy service manager told her that her warranty had expired and that she would have to begin paying out of pocket for continued diagnosticsShe purchased her Jeep *** from the previous owners of our dealership (BayState Jeep) in When we sat down to discuss her service history in the beginning of October, I told her that I would review the history, speak with my service managers and get back with herI reached back out to her within the next few days and I told her that my honest recommendation was to trade her Jeep *** in and that I would be more than fair with her travalue to "help her out" because of her frustrating experienceShe agreed to this offering and a few weeks later came in to look at her options and ultimately purchased a Ford *** from usHer bank payoff was roughly $and we gave her $for her problematic ***True market value for her trade, in its current condition was roughly $- $but we over-allowed on her trade to assist with her purchase in an attempt to make her a happy customer. Our goal is to ultimately make every customer happy! Thank you! *** F
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
To whom it may concern, I reject ***s response due to lack of honestyI am applauded by the fact that *** *** is holding a customer responsible for the lack of communication between ***s service departmentI have been requesting to speak with him for monthsIn fact I have spoken to him prior to October 8,I spoke with him about the numerous times my car had to be servicedI was also chastised by a former employee because I expressed my frustrations with serviceMost important, Me*** failed to mention that the service department refused service on my vehicle and erased service codes as an attempt to cover up the lack of service and/or erased the codes knowingly and willingly because the service department was unable to repair the vehicleHe also failed to mention that the cooporate office was involved and they too attempted to assist the service department with repairsFurthermore, anything the service department “repaired” or claimed they “repaired” the service is and should be warrantied for a minimum of daysTherefore, my extended warranty should not have come into playIf they were unable to fix the vehicle after the 13th attempt, out of good faith, they should have brought the vehicle to be serviced at another Jeep service centerI was more than patient with ***Due to my excessive absence and reprimandations from work I was essentially forced to trade the vehicleI traded the vehicle in for a Ford *** that has NOW been in disrepair since my purchaseIn retrospect to the loaner vehicles, my extended warranty company was billed for the vehicles upon noticeThe only time the warranty DID NOT pay was when I returned the vehicle for service that was already paidAt that point, it was on *** to accommodate me with a vehicle for the inconvenience and negligence of the service department.All of these incidents are detailed and documented.
Regards,
*** ***
My response was nothing but truthful and I stand by it. I acknowledged that our service department had a difficult time diagnosing her 2012 [redacted] and that it must have been a very frustrating time for her. As to [redacted]'s statement that she was trying to meet with me for months, my glass fronted office is in the showroom and I'm there every day but Wednesday. As the GM of this store, I take pride in taking care of any customer issues that may arise and have tried to help [redacted] as well on many occasions. I will continue to do everything I can to help. As I write this, she is in one of our loaners at NO Charge and the 2014 Ford that she purchased with us is at a local Ford dealership being diagnosed under Warranty. I will make certain that [redacted] is happy as long as she is reasonable and respectful.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I would to acknowledge the continued defamation of character by Mr. [redacted]. I am appalled by his response of ¨as long as she is reasonable and respectful¨. It took me six months to file this compliant, so I feel that I have been more than reasonable with the company and its service. As far as being respectful, I am a grown women and I will not stand for the disrespect and defamation in which [redacted] and its employees continue to recite. It was not until I informed Mr. [redacted] that I was going to exercise my rights, that now all of a sudden Im disrespectful. It baffles me that if you had not had any contact with me, that you (Mr.[redacted]) would say if I should be ¨reasonable and respectful¨. If you would assist and/or address my issues these complaints would not have exist. I refused to keep going back and forth with the tic for tac. It is evident that you are refusing to help me in this current matter, and that you continue to comment on my response as opposed to dealing with the LEMON you just sold me. I suppose I should write another complaint about the new issue with the 2014 Ford [redacted]. So lets be clear, you have had my new vehicle for over 20 business days. I purchased a car to enjoy. Due to the on going issues, it has lost its value, I have loss of use, have not been able to enjoy the use of the vehicle because IT IS a health and safety issue, and have been forced to make a payments on a vehicle I have yet to learn. So wish Mr. [redacted] would refrain from saying that I have a loaner at no cost because I dont want the loaner, I want what I paid for. I want to enjoy the use of the vehicle I just purchased. I want to feel comfortable within my own space. I do not want to KEEP being pulled from work to return a rental vehicle. Its an inconvenience and a loss of wages. So [redacted] nor Mr. [redacted] is doing me any favors.
Regards,
[redacted]