As? we stated in the earlier response, we are happy to have our body shop paint the hood and top we just need the customer to reach out to Mike H***, General Manager at Dodge to make the arrangementsWe are not willing to pay to have another shop complete the repairs because we could not guarantee someone else's workIf you would like us to arrange this please call Mike H [redacted] at [redacted]
Thank you for the opportunity to respondWe certainly understand our customers frustrations with needed repairs so soon after purchase, and as such we tried to ease this by provided a loaner vehicle while the repairs were handled at no costWe do not find any evidence that the vehicle was in any accidentsHowever, if our customer is not satisfied with the vehicle he purchased, we are more than happy to explore trade optionsPlease reach out to Mike H***, General Manager at Crown Dodge directly to assist with this processWe appreciate your business and want you to be happy with your purchases
Thank you for the opportunity to look into this complaint and respondCustomers first visit to dealer was on 6/2/with concern of vibration when driving around MPH and pulls to the leftA free multipoint inspection was done at this timeCustomer declined tires and alignment on this visit No issues with cooling system seen in multipoint Vehicle had milesVehicle came back on 7/13/with mileage of with no start concernFound that upper radiator hose was broken in half there was no coolant in the systemCompression test found damage to enginePictures were taken and estimate submitted to Chrysler for powertrain repairChrysler denied the claim as the radiator hose was point of failure and cause of engine failureRadiator hose is not covered under powertrain warrantyCustomer has had us call the dealer where she purchased car and they had us submit estimate to them directly and they also denied assisting customerWhile we strive for excellent customer service, there was no evidence of an issue during the multi point inspection that was performed as a complimentary service while diagnosing the customers pulling/vibration concern which was the reason for their visit to our dealershipThis concern should be addressed with either the manufacturer in regards to the what they cover under warranty or with the dealership who sold the vehicleWe were simply asked to diagnosis the pulling which we didthank you
Thank you for the opportunity to respondMr [redacted] did purchase a vehicle that had been just traded in by another customerUnexpectedly the other customers financing could not be completed therefore the trade had to be returned to the original ownerBecause of this inconvenience to Mr [redacted] we provided a new loaner vehicle for him to drive until he could decide if he would like us to look for another vehicle to purchase or which direction he would like to goWe provided that loaner for weeks at no costMike H***, General Manager also advised Mr [redacted] that we are more than happy to reimburse him for any accessory that he put on the vehicle but we do require a receiptThe reason we must require a receipt is for accounting/auditing purposesWe are still happy to help if you can submit receipts we will get a check overnighted to Mr [redacted] .? While we strive for excellent customer service this situation was out of our controlWe will do what we can to assist Mr [redacted]
When Ms [redacted] test drove the vehicle, it was our understanding,? that her intention was to proceed with the purchase of this vehicle? once the vehicle was readyMs [redacted] signed and agreed to have her credit pulled for the purpose of securing financingWe had her consent to pull her creditHowever, in the interest of customer satisfaction, we will send the appropriate letter to Ms [redacted] that she? can forward to the bureaus for the removal of the inquiries
Thank you for the opportunity to look into this matterIt is our understanding from the sales manager that the customer purchased her vehicle on the last day of the month and returned three days laterAt that point MrF [redacted] offered to get the customer the vehicle that had the features she requested, this vehicle was $but the payments could remain the sameThe customer declined to take that deal and stated she was satisfied with the vehicleHer deal was funded and finalized by the finance companyA week later the customer contact MrF [redacted] again stating that she had changed her mind and did want to purchase the vehicle with the upgradesWe reached out to the other dealer who had that vehicle but it had sold at that time and was no longer availableWhile we are sorry to hear that our customer is not happy with the vehicle she purchased, we did provide an option for the car she truly wanted but she declined that offerWe can no longer offer her a vehicle that is not available
Thank you for the opportunity to look into this situationWe have pulled the contract for this purchase and confirmed the sales price was $otdThe customer also purchased $in additional productsPlease let us know if you require the paperwork with signaturesWe are more than happy to assist the customer with cancellations for those products and refunds if they would likePlease reach out to Mike H***, General Manager of Crown Dodge if you would like to proceed with those cancellations
? I am rejecting this response because: It has been over days since I walked into their dealership? Why did they run my credit before a deal was finalized? ? This is my issue? They keep saying I knew something but Michael or the corporate office was not there when they said submit the credit application tonight (November 8) and the car will be ready by the first of the weekBrian and Gust said this! (Which none of this happen)No one would communicate with me the status of the vehicle until after my complaint with the N.Cdepartment of justice? Michael, Gust, Brett or Brian reached out to me about the vehicle! ? The only thing I want is for the credit inquiries to be removed because per them, the car was really not for sale at the time they took my credit application on November 8, ? If they removed the inquiries and contact Equifax then we will no longer have an issue? If not, then I will reserve the right to seek legal action against them
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] Please add your rejection comments below.Friend Lumber ("the business") responded that:? “We were not involved with the installation...”.? If that is the case, they should not have charged me for it? How can a business include installation as a line item in a bill and then deny responsibility for it?Further, if the builder ( [redacted] ) was responsible for the installation as Friend Lumber has stated in their response, and I worked directly with the builder, why am I paying Friend Lumber for it?? Friend Lumber states that [redacted] was the “customer”.? This is not correct.? My husband and I were the customersWe worked directly with the business to design, approve and pay for the cabinets with our [redacted] credit card.? This involved? several in person meetings and no fewer than emails with the sales representative.? The order was not placed until we confirmed and agreed to itThis is corroborated in the business’s response to the Revdex.com that:i.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? “I met with the [redacted] on the phone, over the internet, and in person during the Spring of to plan their kitchen, basement, main and master bath and cabinetry.” ii.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? “I wrote an order (see enclosed) for a total of $ 26,and the [redacted] gave me a deposit on July 2nd, for $14,leaving $balance for the cabinetry.”? NOTE - the order included a $3k "installation fee" (as per their response) bringing the total to $29, Friend Lumber has stated that they would "be happy" to aid with the repair of the cabinets? I've requested their help with this in the past and they offered to sell me more stuff, like a repair kit? This isn't at all helpful? They have taken no responsibility for this, despite having charged me an installation fee, and when I've contacted them for help they either avoided my phone calls or simply refused to offer assistance? It's been a very frustrating experience that other consumers should be made aware of and protected from? I deserve the $3k installation fee back and request that it is returned to me as soon as possible? Thank you.? ? ? ?
Thank you for the opportunity to look into this complaintMr [redacted] had his car in for service when it was snowing here back in JanuaryHe came in to pick it up and we brushed the snow off the hood and roofIt appears at that time that we scratched the hood and roof, so we agreed to fix that according to Brian C***.? We fixed it and then the customer came back about months later to say we had scratched the whole car and he wanted the entire car paintedThis is a older car with 77k miles and we did not scratch the whole carIf the hood and roof repair is not acceptable we would be happy to assist with those two areasPlease reach out to myself, Mike H***, General Manager at Crown Dodge for arrangements
In the spring of I was contacted by *** ***, from *** ***, and he asked me to help in design and sale of cabinetry products for a house he had sold to Laura and Andy RubinI met with the *** on the phone, over the internet, and in person during the Spring of to plan
their kitchen, basement, main and master bath and cabinetryAs a result I came up with prices on their project as follows:Kitchen: $22,291.42Basement: 289.34Main Bath: $916.12Master Bath: $ 1,034.52---------------------------- $24,540.40Tax: 1,533.78------------------------------'Sub Total : $26,074.18Installation: $3,000.00------------------------------Total $29,( See enclosed Emails) During the process my customer, *** ***, decided to be in charge of installationI wrote an order (see enclosed) for a total of $ 26,and the *** gave me a deposit on July 2nd, for $14,leaving $balance for the cabinetryWe had shipped all products as we assumed the builder didWe were not involved with the installation but are more than happy to aid if any products are needed for touch up of their cabinetry.
Initial Business Response /* (1000, 8, 2015/12/16) */
December 16,
Revdex.com of Central North Carolina
Reference: Case # XXXXXXXX
*** ***
Dear Ms***
Thank you for the opportunity to look into the complaint #XXXXXXXX, for *** *** at Crown Chrysler Dodge Jeep We have
reviewed the deal for Mr*** from March 14,
To address the first concern from Mr*** regarding the down payment Mr*** signed the product cancellation form that has the reason for cancellation circled as down payment, with the amount ($580) to be applied to the down paymentThis document was signed and dated by the customer On the Retail Purchase Agreement the down payment is applied toward the purchase was $2430.00, which breaks down as the customers amount paid ($1850) plus the amount of the refund ($580)
The next concern noted by Mr*** is the maintenance agreement as well as the extended warranty Mr*** was given and signed three different documents breaking down the coverage of these items as well as the cost for each He signed and dated each of these documents
The terms of the agreement are also listed at least on two of the documents that Mr*** signed The signature on one of them is directly over the terms showing months and the payment All of these documents are explained to the customers as they are provided We are happy to provide copies to the customer at his request
We understand our customers concerns with the recalls on his vehicle and are happy to assist with these recalls While we strive for customer satisfaction we do not manufacturer the vehicles, we sell them and do our best to repair them to the manufacturers specifications The concerns regarding these items would need to be addressed directly with the manufacturer
Please feel free to contact us if further information or documentation is required Again, thank you for the opportunity to respond
Sincerely,
*** ***
Asbury Automotive Group
Crown Automotive
When Ms*** inquired about purchasing this vehicle she was made aware it was being traded in at the timeThe first deal was not finalized yet so it could not be sold until that deal was complete and the vehicle was serviced/inspectedMs*** liked the vehicle and stated she wanted to
purchase it for her daughterAt time of service there were a few parts that needed to be ordered/installedOne of which was a radio that was not a part that we could get quickly so this delayed the processIt was our understanding from Ms*** that she still wanted to purchase this vehicle and we have been holding the vehicle for herThe vehicle is readyIf Ms*** has changed her mind and no longer wishes to purchase this vehicle please let us knowOtherwise the vehicle is ready for purchase
Initial Business Response /* (1000, 12, 2016/02/23) */
We are in receipt of Revdex.com case# XXXXXXXX, *** *** Thank you for the opportunity to investigate this complaint
We reviewed the customer's buyer's order, which she attached, showing the price was included for the prepaid maintenance
Further review shows two other signed documents (attached for your review) disclosing the price for each of the extra products she purchasedThe first document shows all the options that were presented to the customer The second document (Optional Products and Services Disclosure) shows which products were chosen and which were declined, all three documents that were signed clearly showed the price of each productThe pre-paid maintenance plan covers additional items other than just the oil changes which should be in the coupon booklet but we would be happy to request more information be sent if neededThis is a cancellable product If Ms*** would like to cancel she will receive a pro-rated refund
As for the First Place Finish, we do offer a lifetime package but it is at a higher cost Since most customers do not intend to keep their vehicle permanently, most elect not to upgrade to that option and just purchase the $packageIf Ms*** would like to explore upgrading that package or cancelling the prepaid maintenance we would be happy to assist with that
We strive for customer satisfaction and certainly since the purchase date of 12/27/2013, we were under the impression the customer was satisfied at each of her visits to our dealership We hope that this helps to clear up any misunderstandings and offer options to assist customer
Initial Consumer Rebuttal /* (3000, 15, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this responseI am unable to see the additional attachments that are stated in the responseI only see the documents I providedDodge is avoiding the fact that they told us that the maintenance was free and then added it on to the sales contract in a manner that is not easily identifiedFurthermore, regarding the first place finish, I spoke with financial advisor Brian around 1-weeks ago who assured me that it was a lifetime first place finish, but it is not transferrable (we were told when we purchased it that we could use it at any dodge, this is not the case and we were provided no additional information in writing about this service)Furthermore, Dodge is not acknowledging that we were told that we were buying a bumper to bumper warranty which we did not find out was not the case until having to use the warrantyThe warranty was never provided to us and simply told to us that it would be in the systemI called last week and had an associate send me the information regarding the warrantyAlso, the car was not purchased on 12/27/but rather 2/24/so maybe you all pulled the wrong fileI have the attached sale to prove the date of sale
Furthermore, ever since purchasing the vehicle we have had issue after issue with this dealership that should be well documented by the dealership (and if not then they did not want to document the horrible customer service)Every time we had to bring the car in for a simple oil change there were issues in which I always had to contact a service manager so no we have not been satisfied with this dealership since our fist service appointmentI have spoken with numerous Dodge employees at this dealership who wish not to be identified who divulged that they frequently have issues with customers being told they are receiving a bumper to bumper warranty and are not and also about the free service package
Again, I would like to reiterate that we couldn't possibly have been aware regarding the advertising surrounding first place finish and the warranty until we moved and tried to use elsewhere and until we had filed a warranty claim that was not coveredAs far as the maintenance again, I will state we were told it was free maintenance and then they slide the charge in the bill with all the other miscellaneous charges to hope you don't notice itFurthermore upon further investigation it appears that dodge was offering free year maintenance for dodge Durango citadels (you can find this online); however we bough our vehicle preowned, so it appears to me that the sales agent and financial advisor were confused and told us one thing then did not check the contract when maintenance was actually charged
Again we are requesting a full refund of the maintenance which we were told was free with purchase of the car ($800) and of the first place finish ($699) since we are unable to use the first place finish for its maximum benefit now that we have movedAnd as far as the bumper to bumper warranty, I do not know how to resolve this issue honestly but just know we were told we were purchasing a bumper to bumper and upon having to use it found out it was not one
Final Business Response /* (4000, 22, 2016/03/10) */
Our position has not changed.We have provided the documentation showing in at least three places where the customer signed or initialed the cost of the products As stated before we would be happy to refund the remaining portion of these services if they wish to cancel please contact the dealership directlythank you
Final Consumer Response /* (4200, 24, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not even listening to my concernsI have called and tried to cancel and was told I cannotThey also provided documentation that had NO SIGNIATURE so what does that say? They are also not addressing all the issues about the advertising and staying that services were transferrableWe still believe we are entitled to a refund of first place finish, we admit to buying the service but thought we would be able to use and we are not bc we moved and it is not transferrable which is not what we were told, we were told we could use it at any DodgeWe also only used four oil changes out of the "free" maintenance and believe we are entitled to a refund less the oil changesThis is horrible customer service and advertising at its finestOur issues and concerns are not even being addressed by this businessI have called the dealership numerous timesI also called to see if I could cancel and I was told I could notI am not being provided any contact to even do so
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept itI will contact Mike H*** of the Crown Chrysler Jeep Dodge today for a resolution of trading the vehicle. I will note all interactions with the company
I made and appointment Friday 2nd at 9am to have a used car inspected for any possible problem in which the dealer call a used car inspection because I live in Greensboro and work in welcome NC and didnt want to be driving a car with major issuesMy husband took the car to said dealership and informed of the appointment and was told to wait in the waiting room, after hours of waiting was asking about car pulling to right my husband said yes and The service adviser advised the car needed a alignment and new tires which he quoted $and that was all the car needed and was in great shapeweeks later I was driving the car home from Welcome NC and a throttle light came on and the car went from traveling mph to mph while driving then it went down to mph no overheating indication nothing but a throttle light indicator which I didn't know what that meant so I pulled over because the car was loosing speed on HWY turned off car called husband in which advised to try to start would not start called roadside assistance a tow truck came and towed to nearest shop and the mechanic called the next morning for warranty information he advised the cars egine cylinder went and then caused the radiator hose to come off the radiator was in excellent condition still the lack of power caused hose to come offHe called Chrysler power-train warranty and was advised he could not perform the work and needed to go to Chrysler dealerI had car towed to the same Chrysler dealer got the same service guy He stated why are you guys here I advised a throttle light came on and apparently blew a cylinder and had to bring here for Chrysler to cover under power-trainWas told need to get approval first and would call because I then would receive a loanerThat was Tuesday July 18th, Thursday afternoon I received called from service adviser George indicating the engine is blown and need new one and it had to be ordered and would take a week or and he had a loaner in for meThen on July 27th received call from George and was told Chrysler would not fix the car because the hose broke first I advised of the the written notice from the one repair shop that the engine caused the hose to break George advised he needed that information in writing so he can send to Chrysler I faxed over to himGeorge called Friday July 28th two day laterand advised Chrysler refused it because I drove the car in an overheated stateI thought that was bull being the car never overheatedI asked to speak to manager and he then call back August 1st and advised he would have Chrysler come out to inspect the car I called Chrysler customer care and was advised they can log the call but I needed to request the service manager to contact thier Chrysler Business Center if the dealer could not resolve the warranty issue, and this could only be done by Service Manager JoshJosh indicated he would make that call and do whatever he could to get the car fixed and a week later Josh called and advised they wouldn't buge on first decisionThey then sent an text t my husbands phone in which they have my number and was told to useThey sent my husband and car dealer a request to perform services that now has a break down of everything they looked at to include the items we advised about previously a wheel alignment that they claim we came in the first time and refused service o,f but on the supposedly used car diagnostic was free and we paid for the wheel alignment now they have a break down of tires for not The car dealer I purchased the car from also called another Chrysler dealer and spoke to a Area Service rep and was advised of the same procedure and Chrysler would fix the vehicle, The dealer where I purchased the car calls over to Service Manager and they speak and as I understand they way it was written up by services adviser based on his theory not facts that Chrysler would not fix the car and then left threatening voicemail on my work and other contacts telephone number to call police if we didn't pay for loaner in which they were told by my Finance Company and dealer they would be working out something with themThey refuse to give me anything from Chrysler that stated when or why they would not come out to inspect vehicle for whatever reason and why I no longer trust thier verbal commitment and or writtenI dont think they ever checked my car for problems during the 1st appointment or they knew of the problem and didn't want to deal wit problem because car was not purchased thier, and now I am out of a car and money because of the lack of serviceIf service was performed honestly I wouldn't had to break down because the problem would have been handled a month ago/ or the hose was tampered with when it came in on June 2nd and finally fell off from lack of re tightening after the supposedly inspection
As? we stated in the earlier response, we are happy to have our body shop paint the hood and top we just need the customer to reach out to Mike H***, General Manager at Dodge to make the arrangementsWe are not willing to pay to have another shop complete the repairs because we could not guarantee someone else's workIf you would like us to arrange this please call Mike H [redacted] at [redacted]
Thank you for the opportunity to respondWe certainly understand our customers frustrations with needed repairs so soon after purchase, and as such we tried to ease this by provided a loaner vehicle while the repairs were handled at no costWe do not find any evidence that the vehicle was in any accidentsHowever, if our customer is not satisfied with the vehicle he purchased, we are more than happy to explore trade optionsPlease reach out to Mike H***, General Manager at Crown Dodge directly to assist with this processWe appreciate your business and want you to be happy with your purchases
Thank you for the opportunity to look into this complaint and respondCustomers first visit to dealer was on 6/2/with concern of vibration when driving around MPH and pulls to the leftA free multipoint inspection was done at this timeCustomer declined tires and alignment on this visit No issues with cooling system seen in multipoint Vehicle had milesVehicle came back on 7/13/with mileage of with no start concernFound that upper radiator hose was broken in half there was no coolant in the systemCompression test found damage to enginePictures were taken and estimate submitted to Chrysler for powertrain repairChrysler denied the claim as the radiator hose was point of failure and cause of engine failureRadiator hose is not covered under powertrain warrantyCustomer has had us call the dealer where she purchased car and they had us submit estimate to them directly and they also denied assisting customerWhile we strive for excellent customer service, there was no evidence of an issue during the multi point inspection that was performed as a complimentary service while diagnosing the customers pulling/vibration concern which was the reason for their visit to our dealershipThis concern should be addressed with either the manufacturer in regards to the what they cover under warranty or with the dealership who sold the vehicleWe were simply asked to diagnosis the pulling which we didthank you
Thank you for the opportunity to respondMr [redacted] did purchase a vehicle that had been just traded in by another customerUnexpectedly the other customers financing could not be completed therefore the trade had to be returned to the original ownerBecause of this inconvenience to Mr [redacted] we provided a new loaner vehicle for him to drive until he could decide if he would like us to look for another vehicle to purchase or which direction he would like to goWe provided that loaner for weeks at no costMike H***, General Manager also advised Mr [redacted] that we are more than happy to reimburse him for any accessory that he put on the vehicle but we do require a receiptThe reason we must require a receipt is for accounting/auditing purposesWe are still happy to help if you can submit receipts we will get a check overnighted to Mr [redacted] .? While we strive for excellent customer service this situation was out of our controlWe will do what we can to assist Mr [redacted]
When Ms [redacted] test drove the vehicle, it was our understanding,? that her intention was to proceed with the purchase of this vehicle? once the vehicle was readyMs [redacted] signed and agreed to have her credit pulled for the purpose of securing financingWe had her consent to pull her creditHowever, in the interest of customer satisfaction, we will send the appropriate letter to Ms [redacted] that she? can forward to the bureaus for the removal of the inquiries
Thank you for the opportunity to look into this matterIt is our understanding from the sales manager that the customer purchased her vehicle on the last day of the month and returned three days laterAt that point MrF [redacted] offered to get the customer the vehicle that had the features she requested, this vehicle was $but the payments could remain the sameThe customer declined to take that deal and stated she was satisfied with the vehicleHer deal was funded and finalized by the finance companyA week later the customer contact MrF [redacted] again stating that she had changed her mind and did want to purchase the vehicle with the upgradesWe reached out to the other dealer who had that vehicle but it had sold at that time and was no longer availableWhile we are sorry to hear that our customer is not happy with the vehicle she purchased, we did provide an option for the car she truly wanted but she declined that offerWe can no longer offer her a vehicle that is not available
Thank you for the opportunity to look into this situationWe have pulled the contract for this purchase and confirmed the sales price was $otdThe customer also purchased $in additional productsPlease let us know if you require the paperwork with signaturesWe are more than happy to assist the customer with cancellations for those products and refunds if they would likePlease reach out to Mike H***, General Manager of Crown Dodge if you would like to proceed with those cancellations
? I am rejecting this response because: It has been over days since I walked into their dealership? Why did they run my credit before a deal was finalized? ? This is my issue? They keep saying I knew something but Michael or the corporate office was not there when they said submit the credit application tonight (November 8) and the car will be ready by the first of the weekBrian and Gust said this! (Which none of this happen)No one would communicate with me the status of the vehicle until after my complaint with the N.Cdepartment of justice? Michael, Gust, Brett or Brian reached out to me about the vehicle! ? The only thing I want is for the credit inquiries to be removed because per them, the car was really not for sale at the time they took my credit application on November 8, ? If they removed the inquiries and contact Equifax then we will no longer have an issue? If not, then I will reserve the right to seek legal action against them
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] Please add your rejection comments below.Friend Lumber ("the business") responded that:? “We were not involved with the installation...”.? If that is the case, they should not have charged me for it? How can a business include installation as a line item in a bill and then deny responsibility for it?Further, if the builder ( [redacted] ) was responsible for the installation as Friend Lumber has stated in their response, and I worked directly with the builder, why am I paying Friend Lumber for it?? Friend Lumber states that [redacted] was the “customer”.? This is not correct.? My husband and I were the customersWe worked directly with the business to design, approve and pay for the cabinets with our [redacted] credit card.? This involved? several in person meetings and no fewer than emails with the sales representative.? The order was not placed until we confirmed and agreed to itThis is corroborated in the business’s response to the Revdex.com that:i.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? “I met with the [redacted] on the phone, over the internet, and in person during the Spring of to plan their kitchen, basement, main and master bath and cabinetry.” ii.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? “I wrote an order (see enclosed) for a total of $ 26,and the [redacted] gave me a deposit on July 2nd, for $14,leaving $balance for the cabinetry.”? NOTE - the order included a $3k "installation fee" (as per their response) bringing the total to $29, Friend Lumber has stated that they would "be happy" to aid with the repair of the cabinets? I've requested their help with this in the past and they offered to sell me more stuff, like a repair kit? This isn't at all helpful? They have taken no responsibility for this, despite having charged me an installation fee, and when I've contacted them for help they either avoided my phone calls or simply refused to offer assistance? It's been a very frustrating experience that other consumers should be made aware of and protected from? I deserve the $3k installation fee back and request that it is returned to me as soon as possible? Thank you.? ? ? ?
Thank you for the opportunity to look into this complaintMr [redacted] had his car in for service when it was snowing here back in JanuaryHe came in to pick it up and we brushed the snow off the hood and roofIt appears at that time that we scratched the hood and roof, so we agreed to fix that according to Brian C***.? We fixed it and then the customer came back about months later to say we had scratched the whole car and he wanted the entire car paintedThis is a older car with 77k miles and we did not scratch the whole carIf the hood and roof repair is not acceptable we would be happy to assist with those two areasPlease reach out to myself, Mike H***, General Manager at Crown Dodge for arrangements
Per management, we did not charge a mileage for the days the vehicle was driven which should offset that repair
In the spring of I was contacted by *** ***, from *** ***, and he asked me to help in design and sale of cabinetry products for a house he had sold to Laura and Andy RubinI met with the *** on the phone, over the internet, and in person during the Spring of to plan
their kitchen, basement, main and master bath and cabinetryAs a result I came up with prices on their project as follows:Kitchen: $22,291.42Basement: 289.34Main Bath: $916.12Master Bath: $ 1,034.52---------------------------- $24,540.40Tax: 1,533.78------------------------------'Sub Total : $26,074.18Installation: $3,000.00------------------------------Total $29,( See enclosed Emails) During the process my customer, *** ***, decided to be in charge of installationI wrote an order (see enclosed) for a total of $ 26,and the *** gave me a deposit on July 2nd, for $14,leaving $balance for the cabinetryWe had shipped all products as we assumed the builder didWe were not involved with the installation but are more than happy to aid if any products are needed for touch up of their cabinetry.
Initial Business Response /* (1000, 8, 2015/12/16) */
December 16,
Revdex.com of Central North Carolina
Reference: Case # XXXXXXXX
*** ***
Dear Ms***
Thank you for the opportunity to look into the complaint #XXXXXXXX, for *** *** at Crown Chrysler Dodge Jeep We have
reviewed the deal for Mr*** from March 14,
To address the first concern from Mr*** regarding the down payment Mr*** signed the product cancellation form that has the reason for cancellation circled as down payment, with the amount ($580) to be applied to the down paymentThis document was signed and dated by the customer On the Retail Purchase Agreement the down payment is applied toward the purchase was $2430.00, which breaks down as the customers amount paid ($1850) plus the amount of the refund ($580)
The next concern noted by Mr*** is the maintenance agreement as well as the extended warranty Mr*** was given and signed three different documents breaking down the coverage of these items as well as the cost for each He signed and dated each of these documents
The terms of the agreement are also listed at least on two of the documents that Mr*** signed The signature on one of them is directly over the terms showing months and the payment All of these documents are explained to the customers as they are provided We are happy to provide copies to the customer at his request
We understand our customers concerns with the recalls on his vehicle and are happy to assist with these recalls While we strive for customer satisfaction we do not manufacturer the vehicles, we sell them and do our best to repair them to the manufacturers specifications The concerns regarding these items would need to be addressed directly with the manufacturer
Please feel free to contact us if further information or documentation is required Again, thank you for the opportunity to respond
Sincerely,
*** ***
Asbury Automotive Group
Crown Automotive
We apologize for the delay in the processing from our accounting departmentMrH*** has spoken with the customer and this is being handled
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept itThank youI will be in contact soon
When Ms*** inquired about purchasing this vehicle she was made aware it was being traded in at the timeThe first deal was not finalized yet so it could not be sold until that deal was complete and the vehicle was serviced/inspectedMs*** liked the vehicle and stated she wanted to
purchase it for her daughterAt time of service there were a few parts that needed to be ordered/installedOne of which was a radio that was not a part that we could get quickly so this delayed the processIt was our understanding from Ms*** that she still wanted to purchase this vehicle and we have been holding the vehicle for herThe vehicle is readyIf Ms*** has changed her mind and no longer wishes to purchase this vehicle please let us knowOtherwise the vehicle is ready for purchase
We apologize for the delays and we reached out to our customer yesterday to advise him the tag is at the dealership
Initial Business Response /* (1000, 12, 2016/02/23) */
We are in receipt of Revdex.com case# XXXXXXXX, *** *** Thank you for the opportunity to investigate this complaint
We reviewed the customer's buyer's order, which she attached, showing the price was included for the prepaid maintenance
Further review shows two other signed documents (attached for your review) disclosing the price for each of the extra products she purchasedThe first document shows all the options that were presented to the customer The second document (Optional Products and Services Disclosure) shows which products were chosen and which were declined, all three documents that were signed clearly showed the price of each productThe pre-paid maintenance plan covers additional items other than just the oil changes which should be in the coupon booklet but we would be happy to request more information be sent if neededThis is a cancellable product If Ms*** would like to cancel she will receive a pro-rated refund
As for the First Place Finish, we do offer a lifetime package but it is at a higher cost Since most customers do not intend to keep their vehicle permanently, most elect not to upgrade to that option and just purchase the $packageIf Ms*** would like to explore upgrading that package or cancelling the prepaid maintenance we would be happy to assist with that
We strive for customer satisfaction and certainly since the purchase date of 12/27/2013, we were under the impression the customer was satisfied at each of her visits to our dealership We hope that this helps to clear up any misunderstandings and offer options to assist customer
Initial Consumer Rebuttal /* (3000, 15, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this responseI am unable to see the additional attachments that are stated in the responseI only see the documents I providedDodge is avoiding the fact that they told us that the maintenance was free and then added it on to the sales contract in a manner that is not easily identifiedFurthermore, regarding the first place finish, I spoke with financial advisor Brian around 1-weeks ago who assured me that it was a lifetime first place finish, but it is not transferrable (we were told when we purchased it that we could use it at any dodge, this is not the case and we were provided no additional information in writing about this service)Furthermore, Dodge is not acknowledging that we were told that we were buying a bumper to bumper warranty which we did not find out was not the case until having to use the warrantyThe warranty was never provided to us and simply told to us that it would be in the systemI called last week and had an associate send me the information regarding the warrantyAlso, the car was not purchased on 12/27/but rather 2/24/so maybe you all pulled the wrong fileI have the attached sale to prove the date of sale
Furthermore, ever since purchasing the vehicle we have had issue after issue with this dealership that should be well documented by the dealership (and if not then they did not want to document the horrible customer service)Every time we had to bring the car in for a simple oil change there were issues in which I always had to contact a service manager so no we have not been satisfied with this dealership since our fist service appointmentI have spoken with numerous Dodge employees at this dealership who wish not to be identified who divulged that they frequently have issues with customers being told they are receiving a bumper to bumper warranty and are not and also about the free service package
Again, I would like to reiterate that we couldn't possibly have been aware regarding the advertising surrounding first place finish and the warranty until we moved and tried to use elsewhere and until we had filed a warranty claim that was not coveredAs far as the maintenance again, I will state we were told it was free maintenance and then they slide the charge in the bill with all the other miscellaneous charges to hope you don't notice itFurthermore upon further investigation it appears that dodge was offering free year maintenance for dodge Durango citadels (you can find this online); however we bough our vehicle preowned, so it appears to me that the sales agent and financial advisor were confused and told us one thing then did not check the contract when maintenance was actually charged
Again we are requesting a full refund of the maintenance which we were told was free with purchase of the car ($800) and of the first place finish ($699) since we are unable to use the first place finish for its maximum benefit now that we have movedAnd as far as the bumper to bumper warranty, I do not know how to resolve this issue honestly but just know we were told we were purchasing a bumper to bumper and upon having to use it found out it was not one
Final Business Response /* (4000, 22, 2016/03/10) */
Our position has not changed.We have provided the documentation showing in at least three places where the customer signed or initialed the cost of the products As stated before we would be happy to refund the remaining portion of these services if they wish to cancel please contact the dealership directlythank you
Final Consumer Response /* (4200, 24, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not even listening to my concernsI have called and tried to cancel and was told I cannotThey also provided documentation that had NO SIGNIATURE so what does that say? They are also not addressing all the issues about the advertising and staying that services were transferrableWe still believe we are entitled to a refund of first place finish, we admit to buying the service but thought we would be able to use and we are not bc we moved and it is not transferrable which is not what we were told, we were told we could use it at any DodgeWe also only used four oil changes out of the "free" maintenance and believe we are entitled to a refund less the oil changesThis is horrible customer service and advertising at its finestOur issues and concerns are not even being addressed by this businessI have called the dealership numerous timesI also called to see if I could cancel and I was told I could notI am not being provided any contact to even do so
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept itI will contact Mike H*** of the Crown Chrysler Jeep Dodge today for a resolution of trading the vehicle. I will note all interactions with the company
I made and appointment Friday 2nd at 9am to have a used car inspected for any possible problem in which the dealer call a used car inspection because I live in Greensboro and work in welcome NC and didnt want to be driving a car with major issuesMy husband took the car to said dealership and informed of the appointment and was told to wait in the waiting room, after hours of waiting was asking about car pulling to right my husband said yes and The service adviser advised the car needed a alignment and new tires which he quoted $and that was all the car needed and was in great shapeweeks later I was driving the car home from Welcome NC and a throttle light came on and the car went from traveling mph to mph while driving then it went down to mph no overheating indication nothing but a throttle light indicator which I didn't know what that meant so I pulled over because the car was loosing speed on HWY turned off car called husband in which advised to try to start would not start called roadside assistance a tow truck came and towed to nearest shop and the mechanic called the next morning for warranty information he advised the cars egine cylinder went and then caused the radiator hose to come off the radiator was in excellent condition still the lack of power caused hose to come offHe called Chrysler power-train warranty and was advised he could not perform the work and needed to go to Chrysler dealerI had car towed to the same Chrysler dealer got the same service guy He stated why are you guys here I advised a throttle light came on and apparently blew a cylinder and had to bring here for Chrysler to cover under power-trainWas told need to get approval first and would call because I then would receive a loanerThat was Tuesday July 18th, Thursday afternoon I received called from service adviser George indicating the engine is blown and need new one and it had to be ordered and would take a week or and he had a loaner in for meThen on July 27th received call from George and was told Chrysler would not fix the car because the hose broke first I advised of the the written notice from the one repair shop that the engine caused the hose to break George advised he needed that information in writing so he can send to Chrysler I faxed over to himGeorge called Friday July 28th two day laterand advised Chrysler refused it because I drove the car in an overheated stateI thought that was bull being the car never overheatedI asked to speak to manager and he then call back August 1st and advised he would have Chrysler come out to inspect the car I called Chrysler customer care and was advised they can log the call but I needed to request the service manager to contact thier Chrysler Business Center if the dealer could not resolve the warranty issue, and this could only be done by Service Manager JoshJosh indicated he would make that call and do whatever he could to get the car fixed and a week later Josh called and advised they wouldn't buge on first decisionThey then sent an text t my husbands phone in which they have my number and was told to useThey sent my husband and car dealer a request to perform services that now has a break down of everything they looked at to include the items we advised about previously a wheel alignment that they claim we came in the first time and refused service o,f but on the supposedly used car diagnostic was free and we paid for the wheel alignment now they have a break down of tires for not The car dealer I purchased the car from also called another Chrysler dealer and spoke to a Area Service rep and was advised of the same procedure and Chrysler would fix the vehicle, The dealer where I purchased the car calls over to Service Manager and they speak and as I understand they way it was written up by services adviser based on his theory not facts that Chrysler would not fix the car and then left threatening voicemail on my work and other contacts telephone number to call police if we didn't pay for loaner in which they were told by my Finance Company and dealer they would be working out something with themThey refuse to give me anything from Chrysler that stated when or why they would not come out to inspect vehicle for whatever reason and why I no longer trust thier verbal commitment and or writtenI dont think they ever checked my car for problems during the 1st appointment or they knew of the problem and didn't want to deal wit problem because car was not purchased thier, and now I am out of a car and money because of the lack of serviceIf service was performed honestly I wouldn't had to break down because the problem would have been handled a month ago/ or the hose was tampered with when it came in on June 2nd and finally fell off from lack of re tightening after the supposedly inspection