Ron Tonkin Fiat

Re: Case# [redacted] , [redacted] Dear Ms [redacted] , Thank you for the opportunity to respond to Ms [redacted] Revdex.com complaintRon Tonkin FIAT is very sorry that Ms [redacted] encountered anything less than an excellent experience this past weekWhile we were confident in our sales consultant's knowledge of available service locations for new FIAT vehicles, we have taken time and re-trained the entire staff in this regardA misunderstanding like this should not occur again going forwardIn addition to training the sales consultants, we are also revisiting course materials involving management responses to customers in needTypically our management staff has responded well, but in this case it appears they may not haveWe are taking steps to ensure they have the proper knowledge, patience, and empathy to completely assist in a time of needMs [redacted] requested cancellation of her vehicle service contract, wheel/tire protection, and GAP insuranceWe have submitted these policies for cancellation and they have been processed; the unused portions will be credited to her account with the vehicle's lien holderOur less than stellar performance at Ron Tonkin Fiat had tarnished the Tonkin name in Ms [redacted] eyesFortunately, Ms[redacted] called Lisa N [redacted] at the Corporate Offices on Friday, August 7,to report that her faith in Ron Tonkin Family of Dealerships has been restoredWe are delighted that Ms [redacted] had a wonderful experience at our Dodge store on August 6, and I am told she plans on making you aware of this as wellI hope that the one bad experience at our store will be overshadowed by all of the other great experiences she has had in the past and will have in the futureWe value Ms [redacted] as a customer and look forward to serving her in the futureSincerely,

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.
Thank you for the rapid and professional response.Sincerely, *** ***

Complaint: [redacted]While I appreciate having a better experience at the dodge dealership, it doesn't change the fact that I can't take my car where I bought it, nor can I take it where I was supposed to be able to.  It doesn't change how I was treated.  It doesn't change the fact that I was lied to and that hasn't been made right.  I don't appreciate being someones training tool.  If that's the case then put me on the payroll.  I canceled those things because they were services I am not able to utilize apparently.  I was not impressed that while I haven't used any of the extended warranty as my car still has 2 more years of the warranty that came with, I am being docked a portion of it.  It doesn't seem right that no matter which way I go in this situation, I'm the one who gets ripped off.Sincerely,[redacted]

Re: Case# [redacted],[redacted] Dear Ms. [redacted], Thank you for the opportunity to respond to Ms. [redacted] Revdex.com complaint. Ron Tonkin FIAT is very sorry that Ms. [redacted] encountered anything less than an excellent experience this past week. While we were confident in our...

sales consultant's knowledge of available service locations for new FIAT vehicles, we have taken time and re-trained the entire staff in this regard. A misunderstanding like this should not occur again going forward. In addition to training the sales consultants, we are also revisiting course materials involving management responses to customers in need. Typically our management staff has responded well, but in this case it appears they may not have. We are taking steps to ensure they have the proper knowledge, patience, and empathy to completely assist in a time of need. Ms. [redacted] requested cancellation of her vehicle service contract, wheel/tire protection, and GAP insurance. We have submitted these policies for cancellation and they have been processed; the unused portions will be credited to her account with the vehicle's lien holder. Our less than stellar performance at Ron Tonkin Fiat had tarnished the Tonkin name in Ms. [redacted] eyes. Fortunately, Ms.[redacted] called Lisa N[redacted] at the Corporate Offices on Friday, August 7,2015 to report that her faith in Ron Tonkin Family of Dealerships has been restored. We are delighted that Ms. [redacted] had a wonderful experience at our Dodge store on August 6, 2015 and I am told she plans on making you aware of this as well. I hope that the one bad experience at our store will be overshadowed by all of the other great experiences she has had in the past and will have in the future. We value Ms. [redacted] as a customer and look forward to serving her in the future. Sincerely,

Re:Case# [redacted],[redacted] Dear Ms. [redacted]: Thank you for allowing us the opportunity to address the concern brought to us by [redacted]. Mr. [redacted] purchased a 2007 Toyota Rav4 from Ron Tonkin Fiat on October 3, 2015. As Mr. [redacted]'s complaint says, the vehicle he...

purchased from Tonkin FIAT did not have a "Second Set" of keys available for him at the time of delivery. Although not every vehicle purchased, or taken in trade, has multiple keys available it is up to us -the dealer- to communicate this to a prospective buyer. In this case we did not make it clear until after the transaction was completed. Therefore, I have contacted Mr. [redacted] and apologized for our lack of communication in this matter. In addition to our apology I told Mr. [redacted] that we would provide an extra key for the vehicle. Since Mr. [redacted] lives a significant distance from Tonkin FIAT, he said he would take care of having the key made and would send me the invoice so we can reimburse him the cost of the key. Our call concluded with Mr. [redacted] stating that he was completely satisfied with the timeliness of our response, and our willingness to address his concern. We will be sending reimbursement upon receipt of the invoice for the key. Please do not hesitate to contact me should you have any questions. Sincerely, Jim B[redacted] General Manager Ron Tonkin Fiat

Dear Ms. [redacted],
Thank you for allowing us the opportunity to address the concern brought to us by Ms. [redacted].
We are aware that Ms. [redacted] is having concerns regarding the performance of thetransmission in her 2014 FIAT SOOL. We are very sorry that this is causing inconvenience...

andstress for her, and we are working with FIAT to diagnose and repair her vehicle appropriately.FIAT Technical Advisors asked us to drive with her, in the vehicle, in an attempt to duplicate thecondition and check for any malfunction codes that might be present in the vehicle's onboarddiagnostic system.
On September 29, 2016 Ms. [redacted] and her father rode with our technician, but the vehicledid not display the unsatisfactory characteristic that she has described. We then checked forany malfunction codes, but none were present.
Our next step is to meet with FIAT Technical Service staff members next Tuesday, October 4th tofurther escalate the issue with FIAT's Technical Service Team.
Unfortunately, at this time we do not have an answer for Ms. [redacted]. She is currently in aFIAT loaner vehicle to minimize inconvenience to her. We hope to find a speedy, complete, andsatisfactory resolution for Ms. [redacted]. We will send an amended response to the Revdex.com as soonas more information is known.
Sincerely,
Jim B[redacted]
General ManagerRon Tonkin FIAT