To whom it may concern: As auto dealers and other retailer often do, Northwest Hills Chrysler Jeep, LLC engaged in a direct-mail advertising campaign We contracted with a company to provide us the list, the marketing piece, and handle the postage and delivery of the mail piece for this campaign I have attached a letter from the company that handled the promotion offering an explanation for how Mr [redacted] made it on to the listStrategic Marketing Services LLC was contracted by Northwest Hills Chrysler Dodge Jeep for marketing services in February Strategic Marketing printed and mailed to prospects for Northwest Hills Chrysler Dodge Jeep.The question by Mr [redacted] references how did Strategic Marketing Services obtain Mr [redacted] name associated with a Jeep [redacted] ?Strategic Marketing Services LLC purchases data from various third party companies Consumer Data is derived from various consumer OPT IN sourcesSome examples of those OPT IN sources are:Auto Warranty companiesAuto Insurance companiesAfter Market Service Providers IE--Instant Oil Change stores, Auto Zones, etcWe hope this addresses the concerns of Mr [redacted] Please feel free to contact me for further information.Regards, [redacted] ***Executive VP of SalesStrategic Marketing Services LLC [redacted] I also hope that this explanation is sufficient for Mr [redacted] Best regards, [redacted] President- Northwest Hills Chrysler Jeep LLC
From: [redacted] ] Sent: Friday, February 10, 3:PMTo: href="mailto:[email protected]"> [redacted] Subject: Revdex.com Complaint ID # [redacted] Northwest Hills Chrysler Jeep LLC has agreed to mail us a check in the amount of $as a partial replacement for lost wagesService manager [redacted] *cknowledged that this case was not handled properly
We are currently working with the customer and a dealership close to the customer's home to resolve the problem with the vehicle. My General Manager, *** ***, had attempted to reach the service person on Friday but was unable to connect with him. With the help of the customer,
on Monday, *** was able to speak with *** at the local *** dealership and authorize repairs to the brake system. I believe the problem stems from a binding caliper that hadn't presented itself on our inspection of the vehicle. We fully intend to refund the initial deposit of $500, but need to speak with the customer to obtain the credit card data as we do not keep numbers on file
We are very sorry that the customer had this problem and will continue to work with them through resolution
*** *** has had multiple complaints about her *** *** since her purchaseWe have tried our best to accommodate *** *** and rectify her issuesWe have performed all necessary repairs and found the vehicle to be operating to the manufactures specifications at this
time. *** *** was still unhappy and had lost confidence in her vehicleWhen then lobbied on her behalf to *** *** for a buy back. *** *** had agreed to offer *** *** a buy back optionWe proceeded to have *** *** pick out a vehicle which we purchased from another dealershipWe submitted the information to *** *** so they could present *** *** with a buyback offerUnfortunately *** *** changed her mind and no longer wished to proceed with the *** as a replacement vehicleDuring the weeks of ongoing repairs and selecting a replacement vehicle *** *** was in our loaner vehicleOnce she declined to follow through with the ** Buy back we asked that she return our car and pick up her vehicleThis became a problem for *** ***She came to the dealership and conducted herself in an unreasonable fashion to the point that the Managers at the store felt they needed to call the policeAt this time we feel that we have done our very best to try to meet *** *** expectations and have fallen shortWe had even given her goodwill adjustment earlier in the process to demonstrate our intention of achieving her satisfactionWe have continued to fall short and feel that we will never achieve her satisfaction. This combined with her unreasonable actions in our showroom, we will be unable to assist herIn regards to her dealings with *** *** and a potential buy back** guidelines dictate that if *** *** has involved an Attorney to assist with her vehicle issues then the buy back will not be an available optionIf *** *** were to contact ** on her own and confirm that there is no Attorney involved then the ** buy back may still be an optionI should mention that I do not speak for ** but that is my understanding and experience with the processif in fact ** agrees to proceed with the buy back, they would find another dealer to facilitate the transaction.We have always done whatever it takes, within reason, to achieve a customer's satisfactionWe have been in business for many years and have never felt the need to contact the police due to a customer's behaviorNorthwest Hills regrets that we were unable to arrive at an agreeable conclusion
Sincerely,
Sean MS***
Complaint: ***
I am rejecting this response because:
MrSean S***, albeit, is one of the owners,is not the primary person I have dealt with throughout this process and can not speak to the numerous issues or contacts I have had with his brother, or others at the dealership
To speak of the on going issues with my *** *** I reported issues with spots on a back seat that needed to be replaced when it was purchased, the front driver seat moved and needed to be replaced twice and continues to be a problemThe steering wheel had a ding and was shifted to the right and was replaced twice and yet the car still pulls to the right despite the car being reportedly alignedThe car shakes on the highway and the axel's joints and rods have been checked and nothing has been replacedThey reported it could be hard spots on the tires and the only way to "fix" that is to actually replace the tires and that has not be tries to see if that would fix itThere has been several *** bought back due to the same shacking issuesState law dictates that reasonable attempts or days in service and a vehicle meets lemon lawthis vehicle has meet that by being there over timesI have picked it up and it is shaking on side roads now and continues to be unsafeUpon picking the vehicle up the passenger side step was no longer properly attached and had been at the dealership for over weeks. On top of the issues that are not able to be fixed, the dealership lacked communication or the ability to appropriately document the work needed to be done when I purchased the SUV and this included the Titanium package and I cold not get a straight answer on whether or not it was put on, eventually months after I purchased the car they pit in on the exterior and interiorThe entertainment system was supposed to be installed on the first visit as well and took a 2nd visit, the seat did not get looked at even though I reported in on the first visit until the second visit and then replaced.
The dealership, MrKevin S***, reported that he spoke with *** and they issued a buy back in February due to the on going issues that could not be rectified and solved by the service departmentThey agreed that since they were safety issues they would keep me and may family in a loaner due to thatThen this past Friday reported the vehicle is now no longer a safety issues as I do not want to move forward with what they identified as a buy out car and what to look at ** options, which what ** has said I should have been allowed to do
At the point I was told I was eligible for a buy back, Kevin wanted an answer for a vehicle on the spotI let him know I was not totally comfortable going into the same car and I wanted options, he stated it was easier to go into the same carHe told me they needed to move forward and I needed to come in the next day and would have *** optionsI had wanted to test drive different cars and see what my options were through **I had to go into a crisis for the work I do and I felt pressured to give an answerI then got to the dealership and was given a piece of paper with specs of a car and said this is what we will getI asked if there was other options, they said well we do not really knowThen on Monday I was asked for an answerI did originally agree, however, after consideration of not being given options around the carI emailed the dealership and stated I would like to look at another vehicle as I was not comfortable going into another ***, especially one I had not test drove or seenI did not heard from them, they emailed me asking what I wanted, I stated I was not sure. That next day I was out in the community for work but emailed, the next day I attempted to call the contact person who was not there, the next day a Friday, he called me and stated they would not move forward with the buy back and I needed to get my car and it was up to me to deal with *** to figure it out. I asked to talk with Kevin and Brian, the manager stated he was speaking for him, he stated they will no longer work with me, they did not care what the issues were and I needed to return the carI expressed my concern around the safety issue they agreed were a problem and why they were going through the buy back and he replied he did not know what I was talking about and stated bring the car back or I will call the copsThen hung up the phoneThat evening I sent an email expressing concern about the ongoing issues and asked them to relook at the issues with the car if I would need to take it and drive it while I worked things out with ***, Brian stated that the were not wiling to look at my car ever again and I needed to find a different dealershipMy car was no longer their problem. That if I did not bring back the loaner car that they agreed for me to have throughout the buyback process they would involve authoritiesAt that point I got advisement from my attorney who had bee cc'ed on all correspondence for month spoke up and reminded the dealership that they had agreed tp the buy back and if they did not follow through with the agreement they would be in violation of a contract and we would potentially be able to move forward with a civil action suitAt which point an email was sent at 1033am by Sean S*** which stated that NW Hills would in fact be willing participate in the buy back and her would have the team at North West Hills work with meHowever, when I went there after 2pm on that same Saturday to talk with them about my comfort level about driving my car and options for a buy back they stated it was not an option, Brian and Steve dragged me out side and proceeded to take turns yelling at me about how they would not call the owner, they were acting on there behave, my SUV's issues was not their problem, I begged them in tears to come for a ride, and that as a mother putting my children is something is not something they can ask me to do and could the "Please call the owner as they agreed to move forward" At that point they ran insideI followed and asked them to show me were my car was as I had no clue were to even goAn hour and a half latter I got a call from the Torrington police looking for my husband NOT myself about the incidentTo me they had a plan to call the police that day regardless of what we decided to doAccording to Sean's email the dealership was willing to move forward yet when I asked his staff to check with him, they refused and called the police on meIf I did not show up and wait for Sean to potentially follow up with his staff they would have called the police on us. In my very first conversation about the buy back I was told I did not have to deal with them anymore, however, *** does want the dealership of origin to work with the buyer to resolve the issuesIt is my belief that they have attempted everything so they do not have to deal with us
I emailed Sean Saturday afternoon and explained what happened and he stated he would follow up with me on Monday, Monday came and he stated he was "out of the office" and he was not sure if he "really wanted to work with us because we gave him a "bad review"Then Tuesday he sent an email that he is refusing to work with us all together againHowever, the report they gave to *** is that we obtained an attorney not that they called the police
Anyone attempting to make a bad situation good would have: shown us options offered to let us keep the car through Monday until a Owner could have been contacted discussed what it was that I had reservations around and helped to resolve any of themI have only seen the Owners point fingers at me and what I have done and not take responsibility for the actions of their staff and themselvesIn all the years of working in public agency's this does not happen, self reflection and acknowledgement is criticalI do not think that they have gone above and beyond in anywayThis team of staff has been rude, disrespectful to myself, my time, and my workThey do not value my families safety or the safety of the publicI have had to put my children in an unsafe car, drive hours putting myself and those around me at risk because per their report the car is "fine"At this point the car is so unsafe to drive on the highway with the sidestep, my mother has swapped out her car, as she works less than a mile from our house so I can take a safe car to work
I have copied and pasted the email that Sean sent to my attorney and I attempted to communicate to the team at NW Hills who instead of being willing to hear me out, threated to call the police and clearly did when I left as they did not come to the dealership when I was their
From: Sean S*** ***Date: March 19, at 10:30:AM EDTTo: '*** *** ***Subject: RE: Northwest Hills- Acadia SelectionVincent
We had every intention of facilitating the buy back for *** ***Unfortunately *** *** decided she didn’t want the vehicle she had selectedWe would be happy to facilitate the buy back if she would be willing to select a ** product and follow through with the processWe are a small business and can’t afford to purchase products and bring into inventory only to have your client change her mindIf she is unwilling to proceed with the buy back in a timely fashion, we request she return our vehicle and drive her own vehicle as it is currently operating to the manufacture’s specifications
Please let me know how she would like to proceed
At this point I am not comfortable with working with this dealership, I would like them to work with their regional ** rep to work with the dealership we have identified to move the buy back process forward, as we have found a dealership willing to work with us
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
To whom it may concern, Since my filing
this complaint, Northwest Hills dealership has contacted me and is working on rectifying the problemI would like to cancel this complaint *** ***
At the time of this response, I have just left a telephone message to Ms. [redacted] to discuss her concerns.
I have reviewed the service history of her 2012 [redacted] in our service department and I do see some differences...
between the details in her complaint and what our records indicate. It is important to note that the customer purchased this vehicle as a pre-owned vehicle from [redacted]. I am not aware of the date of this transaction, however, when a vehicle of this value is sold in the State of CT, the selling dealer is responsible for safety and driveability items for at least 60 days. I am not aware of the history that Ms. [redacted] had with [redacted] regarding these issues...so the quantity that she refers to could be a combination of the two facilities involved with the repair of this vehicle. [redacted] does not provide for replacement transportation (loaners) for warranty work. And in this case, it appeared that [redacted], as the selling dealer, should have been responsible for providing replacement transportation for the [redacted].
Ms. [redacted]'s vehicle was in our care on three seperate occasions:
05/27/2104 for a 1-day repair at 20,887 miles. Vehicle was brought to us with a complaint that the Passenger Sider Slider Door will not open from the outside handle. We repaired the door under [redacted] Factory Warranty and also performed an open recall and re-program.
10/16/2014 for a 5-day repair (over the weekend), with 24,531 miles. Customer complained of a rattling noise from the passenger side sliding door when driving over bumps; complained of a "cloud of smoke from the exhaust at imes when starting or accelerating" and a lag of acceleration when starting out form a stop. We identified the door rattle as some door guides and replaced them. We weren't able to duplicate the cloud of smoke of the lag in acceleration.
On 10/28/14 for a 8-day repair (over the weekedn) with 24,851 miles. On this occasion, the vehicle was brought to us through [redacted]- and not Ms. [redacted]. Upon diagnosing the noise on the passenger side further, it was determined to be a rear shock noise. We replaced the rear shocks under [redacted] Factory Warranty. We were also able to experience the slight hesitation when taking off from a start and determined that the transmission need a reseal. This was also done under warranty.
Mr. [redacted] did stop in late on November 7th and indicated that there was still a problem with the vehicle, but no appontment was made to repair it at that time. I do believe that we could have seen it earlier than the 17th.
As I look at the history, the first repair happens 5-months prior to the two repair orders in October...and I would interpret them to be completely unrelated. I say this because if the repairs in May weren't performed to the [redacted]'s satisfaction, then we should have heard about it prior to October. I am not aware of any history of complaints that the [redacted]'s had during that time with [redacted]. I can certainly understand the customer's frustration with the October visits and our inability to find the problem on the first visit. Unfortunately, when we can't duplicate the condition we don't recommend replacing parts.
I am more than willing to inspect the [redacted]'s vehicle again to try to determine if there are additional problems.
Respectfully submitted by [redacted]
We apologize for any inconvenience to the customer
We have made arrangements directly with the customer, to
have the truck picked the services done and returned to by our staff.
We are in direct contact with the customer and are resolving
this issue directly.
To whom it may concern:
As auto dealers and other retailer often do, Northwest Hills Chrysler Jeep, LLC engaged in a direct-mail advertising campaign. We contracted with a company to provide us the list, the marketing piece, and handle the postage and delivery of the mail piece for...
this campaign. I have attached a letter from the company that handled the promotion offering an explanation for how Mr. [redacted] made it on to the list.
Strategic Marketing Services LLC was contracted by Northwest Hills Chrysler Dodge Jeep for marketing services in February 2016. Strategic Marketing printed and mailed to prospects for Northwest Hills Chrysler Dodge Jeep.The question by Mr. [redacted] references how did Strategic Marketing Services obtain Mr. [redacted] name associated with a 2012 Jeep [redacted]?Strategic Marketing Services LLC purchases data from various third party companies. Consumer Data is derived from various consumer OPT IN sources. Some examples of those OPT IN sources are:Auto Warranty companiesAuto Insurance companiesAfter Market Service Providers IE--Instant Oil Change stores, Auto Zones, etcWe hope this addresses the concerns of Mr. [redacted]. Please feel free to contact me for further information.Regards,[redacted]Executive VP of SalesStrategic Marketing Services LLC[redacted]
I also hope that this explanation is sufficient for Mr. [redacted].
Best regards,
[redacted]
President- Northwest Hills Chrysler Jeep LLC.
From: [redacted]] Sent: Friday, February 10, 2017 3:36 PMTo:
href="mailto:[email protected]">[redacted]Subject: Revdex.com Complaint ID #[redacted] Northwest Hills Chrysler Jeep LLC has agreed to mail us a check in the amount of $50.00 as a partial replacement for lost wages. Service manager [redacted]cknowledged that this case was not handled properly.
To whom it may concern: As auto dealers and other retailer often do, Northwest Hills Chrysler Jeep, LLC engaged in a direct-mail advertising campaign We contracted with a company to provide us the list, the marketing piece, and handle the postage and delivery of the mail piece for this campaign I have attached a letter from the company that handled the promotion offering an explanation for how Mr [redacted] made it on to the listStrategic Marketing Services LLC was contracted by Northwest Hills Chrysler Dodge Jeep for marketing services in February Strategic Marketing printed and mailed to prospects for Northwest Hills Chrysler Dodge Jeep.The question by Mr [redacted] references how did Strategic Marketing Services obtain Mr [redacted] name associated with a Jeep [redacted] ?Strategic Marketing Services LLC purchases data from various third party companies Consumer Data is derived from various consumer OPT IN sourcesSome examples of those OPT IN sources are:Auto Warranty companiesAuto Insurance companiesAfter Market Service Providers IE--Instant Oil Change stores, Auto Zones, etcWe hope this addresses the concerns of Mr [redacted] Please feel free to contact me for further information.Regards, [redacted] ***Executive VP of SalesStrategic Marketing Services LLC [redacted] I also hope that this explanation is sufficient for Mr [redacted] Best regards, [redacted] President- Northwest Hills Chrysler Jeep LLC
From: [redacted] ] Sent: Friday, February 10, 3:PMTo: href="mailto:[email protected]"> [redacted] Subject: Revdex.com Complaint ID # [redacted] Northwest Hills Chrysler Jeep LLC has agreed to mail us a check in the amount of $as a partial replacement for lost wagesService manager [redacted] *cknowledged that this case was not handled properly
We are currently working with the customer and a dealership close to the customer's home to resolve the problem with the vehicle. My General Manager, *** ***, had attempted to reach the service person on Friday but was unable to connect with him. With the help of the customer,
on Monday, *** was able to speak with *** at the local *** dealership and authorize repairs to the brake system. I believe the problem stems from a binding caliper that hadn't presented itself on our inspection of the vehicle. We fully intend to refund the initial deposit of $500, but need to speak with the customer to obtain the credit card data as we do not keep numbers on file
We are very sorry that the customer had this problem and will continue to work with them through resolution
*** *** has had multiple complaints about her *** *** since her purchaseWe have tried our best to accommodate *** *** and rectify her issuesWe have performed all necessary repairs and found the vehicle to be operating to the manufactures specifications at this
time. *** *** was still unhappy and had lost confidence in her vehicleWhen then lobbied on her behalf to *** *** for a buy back. *** *** had agreed to offer *** *** a buy back optionWe proceeded to have *** *** pick out a vehicle which we purchased from another dealershipWe submitted the information to *** *** so they could present *** *** with a buyback offerUnfortunately *** *** changed her mind and no longer wished to proceed with the *** as a replacement vehicleDuring the weeks of ongoing repairs and selecting a replacement vehicle *** *** was in our loaner vehicleOnce she declined to follow through with the ** Buy back we asked that she return our car and pick up her vehicleThis became a problem for *** ***She came to the dealership and conducted herself in an unreasonable fashion to the point that the Managers at the store felt they needed to call the policeAt this time we feel that we have done our very best to try to meet *** *** expectations and have fallen shortWe had even given her goodwill adjustment earlier in the process to demonstrate our intention of achieving her satisfactionWe have continued to fall short and feel that we will never achieve her satisfaction. This combined with her unreasonable actions in our showroom, we will be unable to assist herIn regards to her dealings with *** *** and a potential buy back** guidelines dictate that if *** *** has involved an Attorney to assist with her vehicle issues then the buy back will not be an available optionIf *** *** were to contact ** on her own and confirm that there is no Attorney involved then the ** buy back may still be an optionI should mention that I do not speak for ** but that is my understanding and experience with the processif in fact ** agrees to proceed with the buy back, they would find another dealer to facilitate the transaction.We have always done whatever it takes, within reason, to achieve a customer's satisfactionWe have been in business for many years and have never felt the need to contact the police due to a customer's behaviorNorthwest Hills regrets that we were unable to arrive at an agreeable conclusion
Sincerely,
Sean MS***
Complaint: ***
I am rejecting this response because:
MrSean S***, albeit, is one of the owners,is not the primary person I have dealt with throughout this process and can not speak to the numerous issues or contacts I have had with his brother, or others at the dealership
To speak of the on going issues with my *** *** I reported issues with spots on a back seat that needed to be replaced when it was purchased, the front driver seat moved and needed to be replaced twice and continues to be a problemThe steering wheel had a ding and was shifted to the right and was replaced twice and yet the car still pulls to the right despite the car being reportedly alignedThe car shakes on the highway and the axel's joints and rods have been checked and nothing has been replacedThey reported it could be hard spots on the tires and the only way to "fix" that is to actually replace the tires and that has not be tries to see if that would fix itThere has been several *** bought back due to the same shacking issuesState law dictates that reasonable attempts or days in service and a vehicle meets lemon lawthis vehicle has meet that by being there over timesI have picked it up and it is shaking on side roads now and continues to be unsafeUpon picking the vehicle up the passenger side step was no longer properly attached and had been at the dealership for over weeks. On top of the issues that are not able to be fixed, the dealership lacked communication or the ability to appropriately document the work needed to be done when I purchased the SUV and this included the Titanium package and I cold not get a straight answer on whether or not it was put on, eventually months after I purchased the car they pit in on the exterior and interiorThe entertainment system was supposed to be installed on the first visit as well and took a 2nd visit, the seat did not get looked at even though I reported in on the first visit until the second visit and then replaced.
The dealership, MrKevin S***, reported that he spoke with *** and they issued a buy back in February due to the on going issues that could not be rectified and solved by the service departmentThey agreed that since they were safety issues they would keep me and may family in a loaner due to thatThen this past Friday reported the vehicle is now no longer a safety issues as I do not want to move forward with what they identified as a buy out car and what to look at ** options, which what ** has said I should have been allowed to do
At the point I was told I was eligible for a buy back, Kevin wanted an answer for a vehicle on the spotI let him know I was not totally comfortable going into the same car and I wanted options, he stated it was easier to go into the same carHe told me they needed to move forward and I needed to come in the next day and would have *** optionsI had wanted to test drive different cars and see what my options were through **I had to go into a crisis for the work I do and I felt pressured to give an answerI then got to the dealership and was given a piece of paper with specs of a car and said this is what we will getI asked if there was other options, they said well we do not really knowThen on Monday I was asked for an answerI did originally agree, however, after consideration of not being given options around the carI emailed the dealership and stated I would like to look at another vehicle as I was not comfortable going into another ***, especially one I had not test drove or seenI did not heard from them, they emailed me asking what I wanted, I stated I was not sure. That next day I was out in the community for work but emailed, the next day I attempted to call the contact person who was not there, the next day a Friday, he called me and stated they would not move forward with the buy back and I needed to get my car and it was up to me to deal with *** to figure it out. I asked to talk with Kevin and Brian, the manager stated he was speaking for him, he stated they will no longer work with me, they did not care what the issues were and I needed to return the carI expressed my concern around the safety issue they agreed were a problem and why they were going through the buy back and he replied he did not know what I was talking about and stated bring the car back or I will call the copsThen hung up the phoneThat evening I sent an email expressing concern about the ongoing issues and asked them to relook at the issues with the car if I would need to take it and drive it while I worked things out with ***, Brian stated that the were not wiling to look at my car ever again and I needed to find a different dealershipMy car was no longer their problem. That if I did not bring back the loaner car that they agreed for me to have throughout the buyback process they would involve authoritiesAt that point I got advisement from my attorney who had bee cc'ed on all correspondence for month spoke up and reminded the dealership that they had agreed tp the buy back and if they did not follow through with the agreement they would be in violation of a contract and we would potentially be able to move forward with a civil action suitAt which point an email was sent at 1033am by Sean S*** which stated that NW Hills would in fact be willing participate in the buy back and her would have the team at North West Hills work with meHowever, when I went there after 2pm on that same Saturday to talk with them about my comfort level about driving my car and options for a buy back they stated it was not an option, Brian and Steve dragged me out side and proceeded to take turns yelling at me about how they would not call the owner, they were acting on there behave, my SUV's issues was not their problem, I begged them in tears to come for a ride, and that as a mother putting my children is something is not something they can ask me to do and could the "Please call the owner as they agreed to move forward" At that point they ran insideI followed and asked them to show me were my car was as I had no clue were to even goAn hour and a half latter I got a call from the Torrington police looking for my husband NOT myself about the incidentTo me they had a plan to call the police that day regardless of what we decided to doAccording to Sean's email the dealership was willing to move forward yet when I asked his staff to check with him, they refused and called the police on meIf I did not show up and wait for Sean to potentially follow up with his staff they would have called the police on us. In my very first conversation about the buy back I was told I did not have to deal with them anymore, however, *** does want the dealership of origin to work with the buyer to resolve the issuesIt is my belief that they have attempted everything so they do not have to deal with us
I emailed Sean Saturday afternoon and explained what happened and he stated he would follow up with me on Monday, Monday came and he stated he was "out of the office" and he was not sure if he "really wanted to work with us because we gave him a "bad review"Then Tuesday he sent an email that he is refusing to work with us all together againHowever, the report they gave to *** is that we obtained an attorney not that they called the police
Anyone attempting to make a bad situation good would have: shown us options offered to let us keep the car through Monday until a Owner could have been contacted discussed what it was that I had reservations around and helped to resolve any of themI have only seen the Owners point fingers at me and what I have done and not take responsibility for the actions of their staff and themselvesIn all the years of working in public agency's this does not happen, self reflection and acknowledgement is criticalI do not think that they have gone above and beyond in anywayThis team of staff has been rude, disrespectful to myself, my time, and my workThey do not value my families safety or the safety of the publicI have had to put my children in an unsafe car, drive hours putting myself and those around me at risk because per their report the car is "fine"At this point the car is so unsafe to drive on the highway with the sidestep, my mother has swapped out her car, as she works less than a mile from our house so I can take a safe car to work
I have copied and pasted the email that Sean sent to my attorney and I attempted to communicate to the team at NW Hills who instead of being willing to hear me out, threated to call the police and clearly did when I left as they did not come to the dealership when I was their
From: Sean S*** ***Date: March 19, at 10:30:AM EDTTo: '*** *** ***Subject: RE: Northwest Hills- Acadia SelectionVincent
We had every intention of facilitating the buy back for *** ***Unfortunately *** *** decided she didn’t want the vehicle she had selectedWe would be happy to facilitate the buy back if she would be willing to select a ** product and follow through with the processWe are a small business and can’t afford to purchase products and bring into inventory only to have your client change her mindIf she is unwilling to proceed with the buy back in a timely fashion, we request she return our vehicle and drive her own vehicle as it is currently operating to the manufacture’s specifications
Please let me know how she would like to proceed
At this point I am not comfortable with working with this dealership, I would like them to work with their regional ** rep to work with the dealership we have identified to move the buy back process forward, as we have found a dealership willing to work with us
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
To whom it may concern, Since my filing
this complaint, Northwest Hills dealership has contacted me and is working on rectifying the problemI would like to cancel this complaint *** ***
At the time of this response, I have just left a telephone message to Ms. [redacted] to discuss her concerns.
I have reviewed the service history of her 2012 [redacted] in our service department and I do see some differences...
between the details in her complaint and what our records indicate. It is important to note that the customer purchased this vehicle as a pre-owned vehicle from [redacted]. I am not aware of the date of this transaction, however, when a vehicle of this value is sold in the State of CT, the selling dealer is responsible for safety and driveability items for at least 60 days. I am not aware of the history that Ms. [redacted] had with [redacted] regarding these issues...so the quantity that she refers to could be a combination of the two facilities involved with the repair of this vehicle. [redacted] does not provide for replacement transportation (loaners) for warranty work. And in this case, it appeared that [redacted], as the selling dealer, should have been responsible for providing replacement transportation for the [redacted].
Ms. [redacted]'s vehicle was in our care on three seperate occasions:
05/27/2104 for a 1-day repair at 20,887 miles. Vehicle was brought to us with a complaint that the Passenger Sider Slider Door will not open from the outside handle. We repaired the door under [redacted] Factory Warranty and also performed an open recall and re-program.
10/16/2014 for a 5-day repair (over the weekend), with 24,531 miles. Customer complained of a rattling noise from the passenger side sliding door when driving over bumps; complained of a "cloud of smoke from the exhaust at imes when starting or accelerating" and a lag of acceleration when starting out form a stop. We identified the door rattle as some door guides and replaced them. We weren't able to duplicate the cloud of smoke of the lag in acceleration.
On 10/28/14 for a 8-day repair (over the weekedn) with 24,851 miles. On this occasion, the vehicle was brought to us through [redacted]- and not Ms. [redacted]. Upon diagnosing the noise on the passenger side further, it was determined to be a rear shock noise. We replaced the rear shocks under [redacted] Factory Warranty. We were also able to experience the slight hesitation when taking off from a start and determined that the transmission need a reseal. This was also done under warranty.
Mr. [redacted] did stop in late on November 7th and indicated that there was still a problem with the vehicle, but no appontment was made to repair it at that time. I do believe that we could have seen it earlier than the 17th.
As I look at the history, the first repair happens 5-months prior to the two repair orders in October...and I would interpret them to be completely unrelated. I say this because if the repairs in May weren't performed to the [redacted]'s satisfaction, then we should have heard about it prior to October. I am not aware of any history of complaints that the [redacted]'s had during that time with [redacted]. I can certainly understand the customer's frustration with the October visits and our inability to find the problem on the first visit. Unfortunately, when we can't duplicate the condition we don't recommend replacing parts.
I am more than willing to inspect the [redacted]'s vehicle again to try to determine if there are additional problems.
Respectfully submitted by [redacted]
We apologize for any inconvenience to the customer
We have made arrangements directly with the customer, to
have the truck picked the services done and returned to by our staff.
We are in direct contact with the customer and are resolving
this issue directly.
To whom it may concern:
As auto dealers and other retailer often do, Northwest Hills Chrysler Jeep, LLC engaged in a direct-mail advertising campaign. We contracted with a company to provide us the list, the marketing piece, and handle the postage and delivery of the mail piece for...
this campaign. I have attached a letter from the company that handled the promotion offering an explanation for how Mr. [redacted] made it on to the list.
Strategic Marketing Services LLC was contracted by Northwest Hills Chrysler Dodge Jeep for marketing services in February 2016. Strategic Marketing printed and mailed to prospects for Northwest Hills Chrysler Dodge Jeep.The question by Mr. [redacted] references how did Strategic Marketing Services obtain Mr. [redacted] name associated with a 2012 Jeep [redacted]?Strategic Marketing Services LLC purchases data from various third party companies. Consumer Data is derived from various consumer OPT IN sources. Some examples of those OPT IN sources are:Auto Warranty companiesAuto Insurance companiesAfter Market Service Providers IE--Instant Oil Change stores, Auto Zones, etcWe hope this addresses the concerns of Mr. [redacted]. Please feel free to contact me for further information.Regards,[redacted]Executive VP of SalesStrategic Marketing Services LLC[redacted]
I also hope that this explanation is sufficient for Mr. [redacted].
Best regards,
[redacted]
President- Northwest Hills Chrysler Jeep LLC.
From: [redacted]] Sent: Friday, February 10, 2017 3:36 PMTo:
href="mailto:[email protected]">[redacted]Subject: Revdex.com Complaint ID #[redacted] Northwest Hills Chrysler Jeep LLC has agreed to mail us a check in the amount of $50.00 as a partial replacement for lost wages. Service manager [redacted]cknowledged that this case was not handled properly.