Progressive Chrysler Jeep Dodge, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Though I appreciate the thorough response and the owners' willingness to continue to try to find me a vehicle, I continue to feel frustrated by the tact and general lack of responsibility demonstrated by ProgressiveWhen a customer is contacted directly by a salesperson, has several interactions with them, drives a considerable distance to purchase a vehicle and asks to be notified if the status of the vehicle changes anytime during the trip, a responsible, customer-oriented dealership would contact said customer once the vehicle was soldI understand that vehicles must be kept on a 'first come, first serve' basis, and that sales can happen quickly, but if the dealership has the ability to text or call customers and offers that form of communication, they should honor their customers by doing so. For example, half-way to the dealership, I received a call confirming my appointment--seemingly after the van had soldWouldn't a more accurate call informing me of the sold van have been more helpful?I understand that some of these issues likely stemmed from the systems Progressive has in placeThis puts the onus on Progressive to create systems that are fair and considerate to customers, and adjust them if they inadvertently mislead a customerI should have been contacted once the vehicle had been soldI should not have received a call confirming my appointment if the vehicle was not availableAutomating these types of communications with customers can result in these conflicts, but this is Progressive's responsibility, not mineMy expectations were based on information I received (and did not receive) from ProgressiveMy plea is that they would be more careful and timely with how and when they distribute such information, and to offer more comparable remedies once a customer is misled.Furthermore, I continue to feel patronized by some of the comments in the response, particularly "You're disappointed that you couldn't have been here earlier and received that deal, and we understand." Attempting to tell a customer what they feel and why, rather than acknowledging flaws in your system and apologizing for them, is very inappropriate, and further demonstrates that Progressive's approach is not customer-orientedIf I had been notified of the vehicle being sold (rather than called to 'confirm my appointment' for a vehicle that wasn't available) I would have no problems with ProgressiveI would've been too late to buy the van, and would've left it at thatInstead, I had to drive the rest of the way to the dealership, go through a hour ordeal of Progressive taking all my information, only to find the van was gone. The young saleswoman was very nice--she was not the one who contacted me via email, or the one that called me to confirm the appointment, and I have no qualms with herUnfortunately, the manager's attitude, as well as the owners' refusal to take responsibility for the events that transpired, leave me unsatisfied with Progressive's approach to doing business. Would I like to put this behind us and make a deal with Progressive? AbsolutelyBut only once they acknowledge that flaws in their current systems resulted in their poor treatment of a prospective customer, and if they would be willing to make a deal comparable to the original listed vehicle, at a comparable priceI am still looking for a (or newer) T&C, under 70,miles, in the $14,000-$16,range, with a clean accident report, smoke-freeI can pay cash
Regards,
*** ***

Progressive Auto Group is sincerely sorry for the frustration experienced by *** *** on 10/1/2015. We have over used vehicles on our lot, with sales people and hundreds of people from all over the *** inquiring about our vehicles. People are inquiring about our products
and the fact each used vehicle is unique creates the inability to replicate the exact same vehicle when sold. Also, when a vehicles sells to a consumer, it does not instantly fall off the website typically until a day or two later depending on the processing of the financing and title work for the sale to finalize in our system. This slight lag along with the fact we switch website providers on Oct1st, did cause some issues.We have been a family run, very community minded dealership since and the last thing we are doing is attempting to slight the community. Progressive Auto Group and our employees attempt to do their best at providing a high level of customer satisfaction. If we make a mistake, like we did here by not contacting you in a timely manner, we take this feedback and make adjustments to improve. As the owner of Progressive Auto Group, I appreciate the feedback and we will discuss how we can prevent this from happening in the future.Sincerely,Craig SandersOwner

We apologize for this situationOur goal is to have everyone completely satisfied with any purchase or services we provideIt is unfortunate that we were not able do so for Mr***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me The business did perform this action so I will consider this complaint resolved
Regards,
*** ***

May 5, 2016 Revdex.com *** *** *** ***
*** *** ***
** *** * *** After reading this complaint, Progressive is sorry to hear about the service experience *** *** had while bringing his Jeep to us for the first time. Progressive Motors is always striving to make any experience with our dealership as convenient and pleasant as possible, and yet it is apparent that we did not execute our plan very well Feedback like this is how we learn what we are doing and what we need to correct. Thank You There were several factors that were out of our control during the *** visitRemoving the aftermarket security system, which we did not install, was the first step in diagnosing the symptoms the Jeep was experiencing In an act of good faith, Progressive Motors preformed the removal of the aftermarket security system at no cost, which typically would have been over $The part that was needed for the repair is classified by Chrysler as an exchange part, which means Chrysler needs an old part which they rebuild and ship to us for replacement. In this situation, dealing with a year old vehicle, there were simply none available from Chrysler in their supply chainBecause the part was unavailable, Progressive Motors offered the customer a rental at a discounted rate, but the customer declined paying for it. Progressive does not have free loaners available to customers who’s vehicles are out of warranty. But Progressive didn’t stop there. Instead, we pleaded with our District Manager from Chrysler and got Chrysler to pay for alternate transportation at no cost to the customer. Regarding the windshield, the vehicle was picked up on a Friday by the customer and no mention was made of a cracked windshield by the *** The vehicle was driven off premises, and then brought back to Progressive Motors approximately days later after exposing the vehicle to the usual hazards of North East Ohio’s poorly maintained highway system. When the vehicle was brought back on Monday by *** *** Progressive’s service advisor was made aware of the crack. The advisor then looked at the crack with *** *** and determined the stone chip at the blacked out edge of the glass was the cause of the crack Exactly when the chip was created is difficult to determineProgressive Motors suggests the best course of action for the *** would be to contact their insurance carrier and file a claimSincerely, *** *** General Manager Fixed Operations Progressive Auto Group

Progressive has received the complaint and will look into this situation to better understand the customer's problem.Sincerely,*** ***
***
*** ***

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]d find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. The business can contact me via email or cell phone for payment. 
Regards,
[redacted]

Revdex.com [redacted] [redacted]
*        Once again we would like to apologize for the Volpicelli’s service experience.  In order to keep a customer satisfied, Progressive Motors would be willing to pay $ 150.00 to the [redacted] toward the cost of replacing the windshield or their insurance deductible.        [redacted]        General Manager Fixed Operations        Progressive Auto Group.

Progressive Chrysler, Dodge, Jeep, Ram does have a policy where we will buy vehicles without purchasing a vehicle from Progressive.  The customer had one of those forms called a vehicle purchase certificate filled out and signed by Progressive and wanted to redeem it on...

Tuesday evening March 22nd, 2016.  That evening, [redacted] did talk to the customer and did tell the customer that he wanted to look further into the situation because the manager that filled out the certificate was off on Tuesday.  So, Wednesday morning, the following day, [redacted] got with the manager who filled out the form and confirmed the authenticity of the certificate.  Therefore, Progressive will be contacting the customer on March 23rd, 2016 to schedule a time when Progressive and the customer can get together to finalize the transaction.

First of all I would like to apologize for this response taking so long. the 2 individuals that are setup to respond to Revdex.com cases...

were both out of town when the case arrived. we have been in contact with [redacted] and he has agreed to have us replace the defective engine in his vehicle. The supplier of the engine will get us the replacement this week. We will replace the engine at no cost to [redacted]. for all the issues that [redacted] has experienced I will also install brand new spark plugs in the engine. We are sorry for the failures of the 2 first used engines we installed and the inconvenience that this has caused [redacted]

Progressive Auto Group does not and has never done "bait and switch" advertising or participated in "bait and switch selling tactics".  After discussing this situation with the sales person (who, by the way, just recently graduated from college and has only been selling cars for about 3 weeks) and the manager, there were several options presented that were very accommodating but you chose to decline.Progressive Auto Group operates on a first come, first serve policy and deposits or holding a vehicle is not permitted.  The reason behind that policy is to prevent situations like this from happening, for example:  What would happen if we held a vehicle for someone and someone else on our showroom floor earlier in the day decides, that's a great deal, and they want to purchase the vehicle that is being held, but they are not allowed to?  Is that "bait and switch"?  The person on the showroom sure would feel like it is, right?  Having to explain to the person on the showroom floor who is interested in this good deal that it is not available to them because someone is scheduled to come in later today to purchase it would not go over very well.  Unfortunately, the couple on the showroom floor would suspect "bait and switch" because they want to buy the vehicle, but they can't because of a, in their mind, a suspect "buyer is coming in to purchase it later today".  When a store has over 400 people each month purchasing vehicles, scenarios like this can happen. In your situation, slightly earlier in the day, but before you arrived at the dealership, a customer from [redacted] Ohio, and we have all of this in our records but due to privacy the dealership can not divulge this person's contact information, took delivery of the exact vehicle you were interested in purchasing.  If it were a new one and it could be easily replicated, Progressive Auto Group would honor the sale price on another van with the exact MSRP.  But, the nature of used vehicles, they are all different and unique.   We are very aware of and respectful of the rules and follow them with every touch point.  Our people are instructed and follow a strict policy of letting people know we do not hold vehicles because they are for sale and regardless of the distance traveled, they could be sold to a person who is on the showroom floor with a satisfactory and agreeable offer to purchase, even while the person from a distance is traveling.  Based on your situation, that is the unfortunate circumstance you encountered and it happens when a vehicle is in high demand with low supply.  That is the reason you were so interested in it and that is the reason many other people were interested in it too.  You're disappointed that you couldn't have been here earlier and received that deal, and we understand.Based on your vehicle requirements, let our used vehicle purchasing agents attempt to satisfy your needs by getting you exactly what you want at the price you want to pay.What exactly do you want the make and model of the vehicle to be?  Is it still a 2012 Chrysler [redacted] and [redacted] with approximately 63,000 miles?What exactly do you want to pay?  Range? Or only $14,000?What exactly does the year of the vehicle need to be?What color? interior and experior/  Can it be smoked in?  Do the tires need to be new?  Can it be a one owner or a previous rental?  Does it need a clean vehicle history report or could it have been in an accident?What mileage range can it be?What interior equipment and exterior equipment is required?What are you willing to sell your trade for?  Based on the conversation with the sales person and sales manager, you were not willing to sell your trade for an amount determined the trade vehicle was worth.Do you have payment or financing criteria that is need to be met?  If so, do you need financing?  Obviously, there are a lot of factors that need met to satisfy a customer when purchasing a vehicle.  We again apologize for your unfortunate situation.As I stated before, we have been in business since 1937 and really do care about making each and every purchase a good one.  Feel free to contact our sales team at [redacted] and ask for [redacted], the sales manager  or Tim Sanders, the co-owner to see if we can find that perfect fit, based on the question above, for you in the future.

...

                                        ...⇄ February 25, 2016     Re Customer Concer** [redacted]  After investigating the situation with [redacted] and her vehicle repair issues I have discovered it was possible that the language our employee used may have been misunderstood. I have counseled him on his explanation of charges and feel certain this will not be an issue going forward.     In an effort to maintain the highest customer satisfaction I feel it is only fair to refund [redacted] the one hundred ninety-eight ($198) she has requested. I will have a check cut and a release for her to sign. Someone from the dealership will contact [redacted] to make arrangements for her to pick up her refund as soon as the check is ready. Thank you for the opportunity to correct a process in our customer service.      [redacted] General Manager Fixed Operations Progressive Auto Group.

Attached are pertinent documents S[redacted] signed when purchasing the 2015 Ram Truck on Nov. 7th, 2016.  He was clearly made aware on several different occasions by both signing and initialing documents stating he was aware of and agreeing to purchase at the stated amount, and not...

required to purchase the additional coverage's.  If he chooses to cancel the [redacted] service contract, which provides him unlimited mileage and time coverage for his vehicles stated items, he can do so by contacting the phone number on the back of his contract.Note, if [redacted] cancels the service contract, the contract reimbursement will be applied to the vehicle's loan balance at [redacted].  The refund will not come to [redacted] directly.The other products are not cancelable products because they are products which have been applied to the vehicle and provide Windshield, Paint, and Fabric Protection for 5 years.  To assist [redacted], Progressive Chrysler, Dodge, Jeep, Ram would be willing to make an exception to our policy for the Windshield, Paint, and Fabric Protection by refunding the entire $1300 paid, if a cancelation of the limited warranty was signed and therefore the coverage was void. Progressive Chrysler, Dodge, Jeep, Ram