Retirement Plan Management

Initial Business Response /* (1000, 5, 2017/06/12) */
[redacted]
Good morning [redacted],

I apologize on behalf of Steele Mazda that [redacted] had the experience she did with our store. We try very hard to earn our customers long-term business through hard...

work, honesty, respect and integrity. Our dealership has a long standing reputation for building quality relationships with our customers and an active contributor in the community.

After reviewing all documents related to the concern, [redacted] made an error pricing the particular model [redacted] was interested in and they have acknowledge the error in the attached documents. [redacted] also states in their response to the concern that all [redacted] ads include a disclaimer that clearly states:

"Disclaimer information: Please confirm with seller accuracy of information. Mileage recorded at time of listing. Taxes are not included in listing price"

This disclaimer is located under the pricing information in their ads. A sample of the disclaimer is attached on page 13 of the attached documents.

[redacted]

The attached documents show that our sales consultant, [redacted], did not know the vehicle [redacted] inquired on was a base model with manual transmission. He responded in 'general terms' as the transmission section of the e-lead he received was not populated by [redacted].

[redacted] was not aware the [redacted] in question was listed on [redacted] with a price error prior to [redacted]s arrival to the dealership.

[redacted]

As part of managing the electronic footprint for the dealership, our sales coordinator reviews all our new and used car ads twice weekly. Considering these recent events, we have implemented a daily review program.

Although [redacted] has made the error, Steele Mazda would like to offer [redacted] the opportunity to purchase any new Mazda model at our dealer cost. Dealer cost is lower than the Steele Auto Group employee purchase program and could represent a significant cost savings for [redacted]. We also will not receive any remuneration from [redacted] to cover the price decrease from MSRP to cost. This will be covered [redacted]% by Steele Mazda.

Again, I sincerely apologize for the initial experience [redacted] had with Steele Mazda.

Kind Regards,

[redacted]

Initial Consumer Rebuttal /* (3000, 7, 2017/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am a little confused how he would not have been aware of the car that I was inquiring about though it says inquirer about this vehicle on [redacted], not a vehicle.
Also I have not heard from Mazda with an explanation of what Dealer cost means, as I am neither an employee or work for Mazda I would not be aware of the price would compare to the advertised price of the vehicle I was communicating with [redacted] about.
Final Business Response /* (4000, 9, 2017/06/14) */
We would like to invite [redacted] back to the dealership at a time and date that is convenient for her to explain dealer cost. Or, the best number to reach her at if a phone call is more convenient.
Kind Regards,
[redacted]
Final Consumer Response /* (2000, 11, 2017/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mazda can contact me at either my email address provided
[redacted]

Initial Business Response /* (1000, 5, 2015/06/20) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
CUSTOMER CAME IN AND WE WERE ABLE TO RESOLVE THE ISSUE TO THE SATIFACTION OF THE CLIENT, HAPPY WITH THE RESOLVE
Initial Consumer Rebuttal...

/* (2000, 8, 2015/06/22) */
Met with Sales Manager on the weekend, and they were very reasonable.
They looked at my tires and offered to split the bill on 4 new tires for me. They are even going to deliver my car to me once it's done.
I am very impressed by the way they handled this. They treated me like I mattered, and like they really did want to keep me as a customer.
I am very pleased with this resolution, [redacted].