Initial Business Response / [redacted] (1000, 6, 2016/01/30) */ I am writing to you in response to your letter regarding Mr [redacted] , your Case # [redacted] Mr [redacted] did purchase a Chrysler Town and Country from Roseville Chrysler in October of Shortly after his purchase, Mr [redacted] informed Roseville Chrysler that his van had been in an accidentInitially, he believed his insurance company would declare his vehicle a total lossAfter learning that his insurance company planned on repairing the Town and Country, Mr [redacted] attempted to trade his van as he no longer wanted a vehicle that suffered damage to the extent his van incurredMr [redacted] was not happy with the valuation of his vanWe explained a major front end collision with over $in damage has a significant negative effect on the value of a vehicle Roseville Chrysler is a family owned and operated dealershipCustomer satisfaction is very important to usWhen I was informed that Mr [redacted] was unhappy with the service that he received at our dealership, I promptly called him to offer my assistanceI visited with all employees involved and directed them on how to better assist our guests in the futureI sent a letter of apology to Mrand Mrs [redacted] for failing to meet their expectations I try to make myself available for any customer that has questions, concerns or suggestions on how we can provide better service themUnfortunately, with Mr [redacted] threatening legal action, I have been advised to forward any future correspondence to our attorney until this matter is resolved Please feel free to contact me at [redacted] if you have any additional questions or if I can be of more assistance Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/02/23) */ Received consumer response via fax to Revdex.comScan attached; text reads as follows: "To the Revdex.com of MN reply to the response from Roseville Chrysler Jeep Did not acknowledge they have resources to 2.9% interest (Wings) they do not tell new customers this The G.Mor owner did not make an offer to get my business backHe said to me he would handle it personally They did not acknowledge my contract was inflated compare to the (competition) Bruce & Rorey doesn't acknowledge how I was treatedThey are cowardsI did not get an apology from them I did everything they asked me tooThey (knew) we could not deal because of inflated contract It was never explained to me in person or in writing why they wouldn't deal Legal action -- against Bruce, Rorey, (illegible on fax) Once again they are cowardsFor not taking the first step to talk to meand they won'tThrew me under the busOnce againI did everything they asked of me Bruce contacted me several times when the van was being repairedLead me to believe we could dealThe last minute he wouldn't acknowledge me So now the Roseville Chrysler Jeep did not respond to my issues Thank you [redacted] L [redacted] P.SAs for their attorney have (investigate) the facts and truth only."
We are dealing with this customerWe have to get the window manufacturer's rep out to look at the windows, as we cannot find anything wrong with themThe customer is cooperating with usThe rep is not available until the 15th of June, so we will not be able to completely resolve this issue until thenThank you
Initial Business Response / [redacted] (1000, 6, 2015/07/23) */ Mr [redacted] purchased a Chrysler Town & Country in June of from Eric [redacted] At the time of purchase Mr [redacted] was issued a "WE OWE" for work that was included in the purchase of the vehicleThe work promised was listed as: Repair map lights Touch up scratch on fender Repair driver's seat plastic case The WE OWE also noted that with the exception of the work listed above, the vehicle was sold 100% AS-ISIn addition, Mr [redacted] signed an AS IS VEHICLE SALE DISCLOSURE form and a CUSTOMER OPTION SUMMERY declining the offered Vehicle Service Contract At the time of this letter, all work owed to Mr [redacted] was been completed as he acknowledged in your Complaint Activity Report If you have any questions, please feel free contact me at [redacted] Sincerely, Rory M [redacted] Sales Manager Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Roseville Chrysler Dodge Jeep Ram is not finished on my Town and Country I never said they did the fender and they said it was done which is wrong!!! Also yes they put as is but told me this was a fantastic mini van in perfect shape except for parts which were on the I owe form and now it will cost about another $1,to fix up van that was called excellent shape if I did my Business like this I would lose customers!!!!!!! Still very unhappy with there Customer Service and Sales lost me or my friends as repeat customers!!! Final Business Response / [redacted] (4000, 11, 2015/08/13) */ We have attempted to call Mr [redacted] and left him a messageHe can contact me and I will make sure that any work that was promised on the "We Owe" is completedAs for any other issues we can not warranty a year old used car(2005) Contact: Rory [redacted] Sales Mgr [redacted] Final Consumer Response / [redacted] (3000, 13, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think they are just covering up the problems that they knew about Minivan they sold with as is warranty still won't go back to them for service work or ever buy another vehicle from them how customer service is there! Not Happy at all with there treatment of situation and not calling me back in first place!!!!!
Response to Complaint ID [redacted] We would like to schedule a meeting with you and your husband at your home so we can address the remaining concerns as stated below We will be sending your Sales Representative, Our Window Manufacturer Representative and one of our Window InstallersWe will assess the situation; we will correct anything we can this day If any special order material is needed, this could possibly take ten to twelve weeks to arrive, which is a standard time frame We would then schedule a completion date for any needed installations and render payment in full at this time We also will have all your Warranty Information We will continue to service you through your Warranty if needed.Per your letter dated May 17, Remaining Punch List:Screens:Left side kitchen window screen tornLiving room doubled window right screen tornWindows:Dining area right side window won’t openExtra bedroom middle window won’t openBasement above workbench window won’t open
This process has taken over a year to complete and had they finished the windows in January would have still taken months The manufacturer has compensated us for errors on their end but One Stop has not owned up for their mistakes in this matterNo one informed us that an additional screen had even been ordered, just that they were unsure as to which screen needed to be replaced I received one message during a busy work day in January on my cell from the sales representative about a screen coming in but was not aware of this order I felt this was an error on his part I didn't hear from him or your company again even though they have my landline, cell, husband's cell, and my email Why would you leave screens that we don't know which window they fit They replaced locks and adjusted window so they would work What I am saying is that we still have three windows that will not open Windows should open all the time We appreciate that you took the $off for us having to stain the window Again, I received one message about the screen that I was unaware of I returned home from spring break (March 28- April 1) to two notes from the post office about an attempt to drop off a certified letter from [redacted] I did not refuse the letter, I was out of town when they attempted to drop it off Also, the note stated [redacted] and our contract is with One Stop Gutter Shop I am simply asking that One Stop Gutter Shop own up to their mistakes in this matter.One phone call Which will happen when the job is completeI don't think your company really understands or cares about our frustration but we will pay the bill upon completion of this job
Initial Business Response / [redacted] (1000, 6, 2015/12/07) */ Revdex.com [redacted] Auto Industry Liaison RE: Case ID # [redacted] I am writing to you in response to your letter regarding Ms [redacted] Ms [redacted] did purchase a Jeep Patriot from Roseville Chrysler in June of After reviewing Ms [redacted] 's file, I found that the paperwork pertaining to Ms [redacted] 's purchase describes the Jeep Patriot as a front wheel drive vehicle After receiving a letter from the Attorney Generals Office, I contacted Ms [redacted] via phone to offer my assistance in trading for a 4WD vehicleMs [redacted] informed me that she is not interested in trading her vehicleIn her complaint to your office, Ms [redacted] states that she would like to just return the vehicle that she has had for over months If Ms [redacted] would like to trade her vehicle for a 4Xmodel, I would be more than happy to help her Please feel free to contact me at [redacted] if you have any additional questions or if I can be of more assistance Sincerely, Rory M [redacted] Sales Manager
Revdex.com Response RE: *** *** Complaint ID #*** We installed Mr ***’s gutters on 7/21/On 8/14/17, Mr *** called the office & said he was not happy with the downspout placementOur lead installer, *** ***, spoke with him & explained that they had to install it that
way for it to work properlyAt that time, Mr *** cursed at *** & called him an it multiple timesDespite this, *** agreed to go back to his house the next time he was in the area to look at the area he was unhappy withOn 8/21/17, Mr *** came into office wanting to talk to Dennis- he said he was tired of us taking ***'s word for it that the job was done correctly & he wants someone out there immediately because he says now that the whole job, not just the downspout was installed incorrectlyHe spoke to the manager at the time, *** ***; they went over the installation pictures together and she told him once again that the lead installer would come back out the next time he was in the area, as soon as possibleShe then talked to *** & asked to go the very next morning0n 8/22/17, *** went back out to Mr ***’s house & spent over an hour with him explaining the installation processWe have the entire conversation on video, where at one-point, Mr *** says that he doesn’t care what we sayOn 8/29/17, Mr *** called here (spoke to ***) asking for Dennis, was very rude, then asked for ***, then *** told him Dennis was not there, he demanded to know when he would be inWhen he was told that Dennis doesn’t have a set schedule, he scoffed at the idea*** said that even if he did have set office hours, that the owner does not deal with customer relations; that is what the manager is forHe also acted like he was being lied to when he was told that the manager was at lunch & *** was out installing other guttersHe said he'd call back the next day @ am to speak to Dennis(This is the last time we heard from Mr ***.) Our management team met together several times & reviewed the videos, pictures, contract, etcAfter reviewing all of this information, we determined that the gutters and downspouts on Mr ***’s house had been hung correctly, had proper pitch and fall, and were installed the same way we install all houses, based on the level and fall of the houseAfter talking to our expert installer and watching the videos, it was evident that the crew followed the correct procedures for installing the gutters and downspouts on his homeThe gutters and downspouts were hung to our standardsWe have installed over half a million feet of gutters and downspouts throughout over years in business, and our standards for installing are very high to ensure proper performance and customer satisfactionAdditionally, we received no written requests or revisions from Mr *** regarding the installation at his home. Our contract very clearly states that no verbal agreements will be recognizedOur team met several times on this issue to get the information from everyone involved and to determine what, if anything, can or should be in done additionally in this case. Based on what we have observed, the time we have already spent talking with Mr *** and going back out to his house and the information on the written contract, we do not believe there is anything else we are under obligation to do at this time with regard to his gutters and downspoutsThis was verified by our lawyer after we went over this case with him & asked his advice
Per the customers contract there was an approximate lead time of to weeks from the signed contract dateThey are approximate dates based on any weather, order issues or changes made by the customerall which were addressed at that timeThere were multiple issues with the window order, these
issues were on the manufactures side, with problems they were having that has since been corrected, that is why we got a Credit from them in the amount of $which we gave fully to the customerDue to the issues with this job we are at a profit marginIt has actually cost us money as we worked through the issues with our manufacturer’s situation and to satisfy our customerAll of the items on the punch list have been taken care of with the exception of one screen which we have been trying to contact the customer since JanuaryAs bad luck in shipping during the holidays we received this screen prior times with damage to itWe received the screen and have been unable to get it installedThe customer’s Sales Representative has called and left messages and has also been to the house trying to resolve this last issue All screens were installed with the exception of the one mentioned aboveThere were extra screens that were ordered, free of charge and placed under their deck by the installerOn October 6, at 5:pm our Company sent a representative from the window manufacturer and *** to a scheduled meeting at the ***’s house with Mrand Mrs*** presentAll of the issues were addressed on the punch list and all windows were in proper working order when they left that evening On the day of the punch list, Mr*** told *** that he had the stain and would stain it himselfIf we did not give them a credit of the $it was an oversight and will be deducted from the remaining balance. *** has attempted to reach the ***’s and have not been able to get a response from themWe sent a certified letter and bill to them which the post man said they refused so we then contacted our lawyer to write a letterOriginal balance $less $credit balance due after $additional is $This will happen when the bill is paid per our original process.We understand the customer’s frustration but have and will continue to work with them within reason and with the cooperation of the customer and the balance owed being paid
I have reviewed the response offer 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
Regards,
*** ***
Initial Business Response /* (1000, 6, 2016/02/10) */
Roseville Chrysler is an authorized warranty repair center for the customers Dodge DartThe customer described the concern as follows: INSTRUMENT CLUSTER GAUGES FLICKER WHEN PRESSING THE UNLOCK ON THE REMOTE, GET CLOSE TO THE IGNITION SWITCH
WITH THE FOB
We did verify the customers concernIn an effort to find some resolution for Mr***, we contacted Dodge engineering division in order to determine why this was occurringA Dodge Corporate Technical Advisor came to our dealership and had us test another identical vehicle in our inventoryThe identical vehicle exhibited the same condition as Mr***'s vehicleAfter reviewing our findings with Dodge, they determined that this momentary flicker is a operating characteristic of the instrument panel and that no repairs should or could be made
We then explained this to Mr*** in person
Most recently, the Dodge Technical Advisor reported to us that this characteristic also dates back to model year vehicles similarly equipped
Unfortunately, the condition that Mr*** is describing is a operating characteristic of that component and that we are not able to change the operation of the vehicle
Initial Consumer Rebuttal /* (3000, 8, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My closing remarks is that the term " vehicle characteristic" can be offered for anything that is not wanted to be exlpored to fixYou are not told when you buy this model of car, that this situation is a functionWill it cause a problem at resale time ? The dealerships hands are tied as Chrysler holds the purse stringI never heard the words I am sorry for what you are experincing with your vehicleWhen I asked for my first oil chnge to be free, I was laughed at on the phoneThere is no such thing as Customer Service these days !
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Initial Business Response /* (1000, 6, 2016/01/30) */
I am writing to you in response to your letter regarding Mr. [redacted], your Case #[redacted].
Mr. [redacted] did purchase a 2015 Chrysler Town and Country from Roseville Chrysler in October of 2015. Shortly after his purchase, Mr. [redacted]...
informed Roseville Chrysler that his van had been in an accident. Initially, he believed his insurance company would declare his vehicle a total loss. After learning that his insurance company planned on repairing the Town and Country, Mr. [redacted] attempted to trade his van as he no longer wanted a vehicle that suffered damage to the extent his van incurred. Mr. [redacted] was not happy with the valuation of his van. We explained a major front end collision with over $14000 in damage has a significant negative effect on the value of a vehicle.
Roseville Chrysler is a family owned and operated dealership. Customer satisfaction is very important to us. When I was informed that Mr. [redacted] was unhappy with the service that he received at our dealership, I promptly called him to offer my assistance. I visited with all employees involved and directed them on how to better assist our guests in the future. I sent a letter of apology to Mr. and Mrs. [redacted] for failing to meet their expectations.
I try to make myself available for any customer that has questions, concerns or suggestions on how we can provide better service them. Unfortunately, with Mr. [redacted] threatening legal action, I have been advised to forward any future correspondence to our attorney until this matter is resolved.
Please feel free to contact me at [redacted] if you have any additional questions or if I can be of more assistance.
Initial Consumer Rebuttal /* (3000, 12, 2016/02/23) */
Received consumer response via fax to Revdex.com. Scan attached; text reads as follows:
"To the Revdex.com of MN reply to the response from Roseville Chrysler Jeep.
1. Did not acknowledge they have resources to 2.9% interest (Wings) they do not tell new customers this.
2. The G.M. or owner did not make an offer to get my business back. He said to me he would handle it personally
3. They did not acknowledge my contract was inflated compare to the (competition).
4. Bruce & Rorey doesn't acknowledge how I was treated. They are cowards. I did not get an apology from them.
5. I did everything they asked me too. They (knew) we could not deal because of inflated contract.
6. It was never explained to me in person or in writing why they wouldn't deal.
7. Legal action -- against Bruce, Rorey, (illegible on fax)
Once again they are cowards. For not taking the first step to talk to me. and they won't. Threw me under the bus. Once again. I did everything they asked of me.
Bruce contacted me several times when the van was being repaired. Lead me to believe we could deal. The last minute he wouldn't acknowledge me.
So now the Roseville Chrysler Jeep did not respond to my issues.
Thank you
[redacted] L [redacted]
P.S. As for their attorney have (investigate) the facts and truth only."
We are dealing with this customer. We have to get the window manufacturer's rep out to look at the windows, as we cannot find anything wrong with them. The customer is cooperating with us. The rep is not available until the 15th of June, so we will not be able to completely resolve this issue until...
Response to Complaint ID [redacted]We would like to schedule a meeting with you and your husband at your home so we can address the remaining concerns as stated below. We will be sending your Sales Representative, Our Window Manufacturer Representative and one of our Window Installers. We will assess the situation; we will correct anything we can this day. If any special order material is needed, this could possibly take ten to twelve weeks to arrive, which is a standard time frame. We would then schedule a completion date for any needed installations and render payment in full at this time. We also will have all your Warranty Information. We will continue to service you through your Warranty if needed.Per your letter dated May 17, 2016 Remaining Punch List:Screens:Left side kitchen window screen tornLiving room doubled window right screen tornWindows:Dining area right side window won’t openExtra bedroom middle window won’t openBasement above workbench window won’t open
This process has taken over a year to complete and had they finished the windows in January would have still taken 8 months. The manufacturer has compensated us for errors on their end but One Stop has not owned up for their mistakes in this matter. No one informed us that an additional screen had even been ordered, just that they were unsure as to which screen needed to be replaced. I received one message during a busy work day in January on my cell from the sales representative about a screen coming in but was not aware of this order. I felt this was an error on his part. I didn't hear from him or your company again even though they have my landline, cell, husband's cell, and my email. Why would you leave screens that we don't know which window they fit. They replaced locks and adjusted window so they would work. What I am saying is that we still have three windows that will not open. Windows should open all the time. We appreciate that you took the $50 off for us having to stain the window. Again, I received one message about the screen that I was unaware of. I returned home from spring break (March 28- April 1) to two notes from the post office about an attempt to drop off a certified letter from [redacted]. I did not refuse the letter, I was out of town when they attempted to drop it off. Also, the note stated [redacted] and our contract is with One Stop Gutter Shop. I am simply asking that One Stop Gutter Shop own up to their mistakes in this matter.One phone call Which will happen when the job is complete. I don't think your company really understands or cares about our frustration but we will pay the bill upon completion of this job.
Initial Business Response /* (1000, 6, 2015/12/07) */
Revdex.com
[redacted]
Auto Industry Liaison
RE: Case ID #[redacted]
I am writing to you in response to your letter regarding Ms. [redacted].
Ms. [redacted] did purchase a 2012 Jeep Patriot from Roseville Chrysler in June of 2015....
After reviewing Ms. [redacted]'s file, I found that the paperwork pertaining to Ms. [redacted]'s purchase describes the Jeep Patriot as a front wheel drive vehicle.
After receiving a letter from the Attorney Generals Office, I contacted Ms. [redacted] via phone to offer my assistance in trading for a 4WD vehicle. Ms. [redacted] informed me that she is not interested in trading her vehicle. In her complaint to your office, Ms. [redacted] states that she would like to just return the vehicle that she has had for over 5 months.
If Ms. [redacted] would like to trade her vehicle for a 4X4 model, I would be more than happy to help her.
Please feel free to contact me at [redacted] if you have any additional questions or if I can be of more assistance.
Sincerely,
Rory M. [redacted]Sales Manager
Initial Business Response /* (1000, 6, 2015/07/23) */
Mr. [redacted] purchased a 2005 Chrysler Town & Country in June of 2015 from Eric [redacted].
At the time of purchase Mr. [redacted] was issued a "WE OWE" for work that was included in the purchase of the vehicle. The work promised was listed...
as:
1. Repair 2 map lights
2. Touch up scratch on fender
3. Repair driver's seat plastic case.
The WE OWE also noted that with the exception of the work listed above, the vehicle was sold 100% AS-IS. In addition, Mr. [redacted] signed an AS IS VEHICLE SALE DISCLOSURE form and a CUSTOMER OPTION SUMMERY declining the offered Vehicle Service Contract.
At the time of this letter, all work owed to Mr. [redacted] was been completed as he acknowledged in your Complaint Activity Report.
If you have any questions, please feel free contact me at [redacted].
Sincerely,
Rory M. [redacted]
Sales Manager
Initial Consumer Rebuttal /* (3000, 8, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Roseville Chrysler Dodge Jeep Ram is not finished on my 2005 Town and Country I never said they did the fender and they said it was done which is wrong!!! Also yes they put as is but told me this was a fantastic mini van in perfect shape except for parts which were on the I owe form and now it will cost about another $1,000.00 to fix up van that was called excellent shape if I did my Business like this I would lose customers!!!!!!! Still very unhappy with there Customer Service and Sales lost me or my friends as repeat customers!!!
Final Business Response /* (4000, 11, 2015/08/13) */
We have attempted to call Mr [redacted] and left him a message. He can contact me and I will make sure that any work that was promised on the "We Owe" is completed. As for any other issues we can not warranty a 10 year old used car. (2005)
Contact:
Rory [redacted]
Sales Mgr
[redacted]
Final Consumer Response /* (3000, 13, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think they are just covering up the problems that they knew about Minivan they sold with as is warranty still won't go back to them for service work or ever buy another vehicle from them how customer service is there! Not Happy at all with there treatment of situation and not calling me back in first place!!!!!
Initial Business Response / [redacted] (1000, 6, 2016/01/30) */ I am writing to you in response to your letter regarding Mr [redacted] , your Case # [redacted] Mr [redacted] did purchase a Chrysler Town and Country from Roseville Chrysler in October of Shortly after his purchase, Mr [redacted] informed Roseville Chrysler that his van had been in an accidentInitially, he believed his insurance company would declare his vehicle a total lossAfter learning that his insurance company planned on repairing the Town and Country, Mr [redacted] attempted to trade his van as he no longer wanted a vehicle that suffered damage to the extent his van incurredMr [redacted] was not happy with the valuation of his vanWe explained a major front end collision with over $in damage has a significant negative effect on the value of a vehicle Roseville Chrysler is a family owned and operated dealershipCustomer satisfaction is very important to usWhen I was informed that Mr [redacted] was unhappy with the service that he received at our dealership, I promptly called him to offer my assistanceI visited with all employees involved and directed them on how to better assist our guests in the futureI sent a letter of apology to Mrand Mrs [redacted] for failing to meet their expectations I try to make myself available for any customer that has questions, concerns or suggestions on how we can provide better service themUnfortunately, with Mr [redacted] threatening legal action, I have been advised to forward any future correspondence to our attorney until this matter is resolved Please feel free to contact me at [redacted] if you have any additional questions or if I can be of more assistance Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/02/23) */ Received consumer response via fax to Revdex.comScan attached; text reads as follows: "To the Revdex.com of MN reply to the response from Roseville Chrysler Jeep Did not acknowledge they have resources to 2.9% interest (Wings) they do not tell new customers this The G.Mor owner did not make an offer to get my business backHe said to me he would handle it personally They did not acknowledge my contract was inflated compare to the (competition) Bruce & Rorey doesn't acknowledge how I was treatedThey are cowardsI did not get an apology from them I did everything they asked me tooThey (knew) we could not deal because of inflated contract It was never explained to me in person or in writing why they wouldn't deal Legal action -- against Bruce, Rorey, (illegible on fax) Once again they are cowardsFor not taking the first step to talk to meand they won'tThrew me under the busOnce againI did everything they asked of me Bruce contacted me several times when the van was being repairedLead me to believe we could dealThe last minute he wouldn't acknowledge me So now the Roseville Chrysler Jeep did not respond to my issues Thank you [redacted] L [redacted] P.SAs for their attorney have (investigate) the facts and truth only."
We are dealing with this customerWe have to get the window manufacturer's rep out to look at the windows, as we cannot find anything wrong with themThe customer is cooperating with usThe rep is not available until the 15th of June, so we will not be able to completely resolve this issue until thenThank you
Initial Business Response / [redacted] (1000, 6, 2015/07/23) */ Mr [redacted] purchased a Chrysler Town & Country in June of from Eric [redacted] At the time of purchase Mr [redacted] was issued a "WE OWE" for work that was included in the purchase of the vehicleThe work promised was listed as: Repair map lights Touch up scratch on fender Repair driver's seat plastic case The WE OWE also noted that with the exception of the work listed above, the vehicle was sold 100% AS-ISIn addition, Mr [redacted] signed an AS IS VEHICLE SALE DISCLOSURE form and a CUSTOMER OPTION SUMMERY declining the offered Vehicle Service Contract At the time of this letter, all work owed to Mr [redacted] was been completed as he acknowledged in your Complaint Activity Report If you have any questions, please feel free contact me at [redacted] Sincerely, Rory M [redacted] Sales Manager Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Roseville Chrysler Dodge Jeep Ram is not finished on my Town and Country I never said they did the fender and they said it was done which is wrong!!! Also yes they put as is but told me this was a fantastic mini van in perfect shape except for parts which were on the I owe form and now it will cost about another $1,to fix up van that was called excellent shape if I did my Business like this I would lose customers!!!!!!! Still very unhappy with there Customer Service and Sales lost me or my friends as repeat customers!!! Final Business Response / [redacted] (4000, 11, 2015/08/13) */ We have attempted to call Mr [redacted] and left him a messageHe can contact me and I will make sure that any work that was promised on the "We Owe" is completedAs for any other issues we can not warranty a year old used car(2005) Contact: Rory [redacted] Sales Mgr [redacted] Final Consumer Response / [redacted] (3000, 13, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think they are just covering up the problems that they knew about Minivan they sold with as is warranty still won't go back to them for service work or ever buy another vehicle from them how customer service is there! Not Happy at all with there treatment of situation and not calling me back in first place!!!!!
Response to Complaint ID [redacted] We would like to schedule a meeting with you and your husband at your home so we can address the remaining concerns as stated below We will be sending your Sales Representative, Our Window Manufacturer Representative and one of our Window InstallersWe will assess the situation; we will correct anything we can this day If any special order material is needed, this could possibly take ten to twelve weeks to arrive, which is a standard time frame We would then schedule a completion date for any needed installations and render payment in full at this time We also will have all your Warranty Information We will continue to service you through your Warranty if needed.Per your letter dated May 17, Remaining Punch List:Screens:Left side kitchen window screen tornLiving room doubled window right screen tornWindows:Dining area right side window won’t openExtra bedroom middle window won’t openBasement above workbench window won’t open
This process has taken over a year to complete and had they finished the windows in January would have still taken months The manufacturer has compensated us for errors on their end but One Stop has not owned up for their mistakes in this matterNo one informed us that an additional screen had even been ordered, just that they were unsure as to which screen needed to be replaced I received one message during a busy work day in January on my cell from the sales representative about a screen coming in but was not aware of this order I felt this was an error on his part I didn't hear from him or your company again even though they have my landline, cell, husband's cell, and my email Why would you leave screens that we don't know which window they fit They replaced locks and adjusted window so they would work What I am saying is that we still have three windows that will not open Windows should open all the time We appreciate that you took the $off for us having to stain the window Again, I received one message about the screen that I was unaware of I returned home from spring break (March 28- April 1) to two notes from the post office about an attempt to drop off a certified letter from [redacted] I did not refuse the letter, I was out of town when they attempted to drop it off Also, the note stated [redacted] and our contract is with One Stop Gutter Shop I am simply asking that One Stop Gutter Shop own up to their mistakes in this matter.One phone call Which will happen when the job is completeI don't think your company really understands or cares about our frustration but we will pay the bill upon completion of this job
Initial Business Response / [redacted] (1000, 6, 2015/12/07) */ Revdex.com [redacted] Auto Industry Liaison RE: Case ID # [redacted] I am writing to you in response to your letter regarding Ms [redacted] Ms [redacted] did purchase a Jeep Patriot from Roseville Chrysler in June of After reviewing Ms [redacted] 's file, I found that the paperwork pertaining to Ms [redacted] 's purchase describes the Jeep Patriot as a front wheel drive vehicle After receiving a letter from the Attorney Generals Office, I contacted Ms [redacted] via phone to offer my assistance in trading for a 4WD vehicleMs [redacted] informed me that she is not interested in trading her vehicleIn her complaint to your office, Ms [redacted] states that she would like to just return the vehicle that she has had for over months If Ms [redacted] would like to trade her vehicle for a 4Xmodel, I would be more than happy to help her Please feel free to contact me at [redacted] if you have any additional questions or if I can be of more assistance Sincerely, Rory M [redacted] Sales Manager
Revdex.com Response RE: *** *** Complaint ID #*** We installed Mr ***’s gutters on 7/21/On 8/14/17, Mr *** called the office & said he was not happy with the downspout placementOur lead installer, *** ***, spoke with him & explained that they had to install it that
t multiple timesDespite this, *** agreed to go back to his house the next time he was in the area to look at the area he was unhappy withOn 8/21/17, Mr *** came into office wanting to talk to Dennis- he said he was tired of us taking ***'s word for it that the job was done correctly & he wants someone out there immediately because he says now that the whole job, not just the downspout was installed incorrectlyHe spoke to the manager at the time, *** ***; they went over the installation pictures together and she told him once again that the lead installer would come back out the next time he was in the area, as soon as possibleShe then talked to *** & asked to go the very next morning0n 8/22/17, *** went back out to Mr ***’s house & spent over an hour with him explaining the installation processWe have the entire conversation on video, where at one-point, Mr *** says that he doesn’t care what we sayOn 8/29/17, Mr *** called here (spoke to ***) asking for Dennis, was very rude, then asked for ***, then *** told him Dennis was not there, he demanded to know when he would be inWhen he was told that Dennis doesn’t have a set schedule, he scoffed at the idea*** said that even if he did have set office hours, that the owner does not deal with customer relations; that is what the manager is forHe also acted like he was being lied to when he was told that the manager was at lunch & *** was out installing other guttersHe said he'd call back the next day @ am to speak to Dennis(This is the last time we heard from Mr ***.) Our management team met together several times & reviewed the videos, pictures, contract, etcAfter reviewing all of this information, we determined that the gutters and downspouts on Mr ***’s house had been hung correctly, had proper pitch and fall, and were installed the same way we install all houses, based on the level and fall of the houseAfter talking to our expert installer and watching the videos, it was evident that the crew followed the correct procedures for installing the gutters and downspouts on his homeThe gutters and downspouts were hung to our standardsWe have installed over half a million feet of gutters and downspouts throughout over years in business, and our standards for installing are very high to ensure proper performance and customer satisfactionAdditionally, we received no written requests or revisions from Mr *** regarding the installation at his home. Our contract very clearly states that no verbal agreements will be recognizedOur team met several times on this issue to get the information from everyone involved and to determine what, if anything, can or should be in done additionally in this case. Based on what we have observed, the time we have already spent talking with Mr *** and going back out to his house and the information on the written contract, we do not believe there is anything else we are under obligation to do at this time with regard to his gutters and downspoutsThis was verified by our lawyer after we went over this case with him & asked his advice
way for it to work properlyAt that time, Mr *** cursed at *** & called him an i
Per the customers contract there was an approximate lead time of to weeks from the signed contract dateThey are approximate dates based on any weather, order issues or changes made by the customerall which were addressed at that timeThere were multiple issues with the window order, these
issues were on the manufactures side, with problems they were having that has since been corrected, that is why we got a Credit from them in the amount of $which we gave fully to the customerDue to the issues with this job we are at a profit marginIt has actually cost us money as we worked through the issues with our manufacturer’s situation and to satisfy our customerAll of the items on the punch list have been taken care of with the exception of one screen which we have been trying to contact the customer since JanuaryAs bad luck in shipping during the holidays we received this screen prior times with damage to itWe received the screen and have been unable to get it installedThe customer’s Sales Representative has called and left messages and has also been to the house trying to resolve this last issue All screens were installed with the exception of the one mentioned aboveThere were extra screens that were ordered, free of charge and placed under their deck by the installerOn October 6, at 5:pm our Company sent a representative from the window manufacturer and *** to a scheduled meeting at the ***’s house with Mrand Mrs*** presentAll of the issues were addressed on the punch list and all windows were in proper working order when they left that evening On the day of the punch list, Mr*** told *** that he had the stain and would stain it himselfIf we did not give them a credit of the $it was an oversight and will be deducted from the remaining balance. *** has attempted to reach the ***’s and have not been able to get a response from themWe sent a certified letter and bill to them which the post man said they refused so we then contacted our lawyer to write a letterOriginal balance $less $credit balance due after $additional is $This will happen when the bill is paid per our original process.We understand the customer’s frustration but have and will continue to work with them within reason and with the cooperation of the customer and the balance owed being paid
I have reviewed the response offer 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
Regards,
*** ***
Initial Business Response /* (1000, 6, 2016/02/10) */
Roseville Chrysler is an authorized warranty repair center for the customers Dodge DartThe customer described the concern as follows: INSTRUMENT CLUSTER GAUGES FLICKER WHEN PRESSING THE UNLOCK ON THE REMOTE, GET CLOSE TO THE IGNITION SWITCH
WITH THE FOB
We did verify the customers concernIn an effort to find some resolution for Mr***, we contacted Dodge engineering division in order to determine why this was occurringA Dodge Corporate Technical Advisor came to our dealership and had us test another identical vehicle in our inventoryThe identical vehicle exhibited the same condition as Mr***'s vehicleAfter reviewing our findings with Dodge, they determined that this momentary flicker is a operating characteristic of the instrument panel and that no repairs should or could be made
We then explained this to Mr*** in person
Most recently, the Dodge Technical Advisor reported to us that this characteristic also dates back to model year vehicles similarly equipped
Unfortunately, the condition that Mr*** is describing is a operating characteristic of that component and that we are not able to change the operation of the vehicle
Initial Consumer Rebuttal /* (3000, 8, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My closing remarks is that the term " vehicle characteristic" can be offered for anything that is not wanted to be exlpored to fixYou are not told when you buy this model of car, that this situation is a functionWill it cause a problem at resale time ? The dealerships hands are tied as Chrysler holds the purse stringI never heard the words I am sorry for what you are experincing with your vehicleWhen I asked for my first oil chnge to be free, I was laughed at on the phoneThere is no such thing as Customer Service these days !
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Initial Business Response /* (1000, 6, 2016/01/30) */
I am writing to you in response to your letter regarding Mr. [redacted], your Case #[redacted].
Mr. [redacted] did purchase a 2015 Chrysler Town and Country from Roseville Chrysler in October of 2015. Shortly after his purchase, Mr. [redacted]...
informed Roseville Chrysler that his van had been in an accident. Initially, he believed his insurance company would declare his vehicle a total loss. After learning that his insurance company planned on repairing the Town and Country, Mr. [redacted] attempted to trade his van as he no longer wanted a vehicle that suffered damage to the extent his van incurred. Mr. [redacted] was not happy with the valuation of his van. We explained a major front end collision with over $14000 in damage has a significant negative effect on the value of a vehicle.
Roseville Chrysler is a family owned and operated dealership. Customer satisfaction is very important to us. When I was informed that Mr. [redacted] was unhappy with the service that he received at our dealership, I promptly called him to offer my assistance. I visited with all employees involved and directed them on how to better assist our guests in the future. I sent a letter of apology to Mr. and Mrs. [redacted] for failing to meet their expectations.
I try to make myself available for any customer that has questions, concerns or suggestions on how we can provide better service them. Unfortunately, with Mr. [redacted] threatening legal action, I have been advised to forward any future correspondence to our attorney until this matter is resolved.
Please feel free to contact me at [redacted] if you have any additional questions or if I can be of more assistance.
Initial Consumer Rebuttal /* (3000, 12, 2016/02/23) */
Received consumer response via fax to Revdex.com. Scan attached; text reads as follows:
"To the Revdex.com of MN reply to the response from Roseville Chrysler Jeep.
1. Did not acknowledge they have resources to 2.9% interest (Wings) they do not tell new customers this.
2. The G.M. or owner did not make an offer to get my business back. He said to me he would handle it personally
3. They did not acknowledge my contract was inflated compare to the (competition).
4. Bruce & Rorey doesn't acknowledge how I was treated. They are cowards. I did not get an apology from them.
5. I did everything they asked me too. They (knew) we could not deal because of inflated contract.
6. It was never explained to me in person or in writing why they wouldn't deal.
7. Legal action -- against Bruce, Rorey, (illegible on fax)
Once again they are cowards. For not taking the first step to talk to me. and they won't. Threw me under the bus. Once again. I did everything they asked of me.
Bruce contacted me several times when the van was being repaired. Lead me to believe we could deal. The last minute he wouldn't acknowledge me.
So now the Roseville Chrysler Jeep did not respond to my issues.
Thank you
[redacted] L [redacted]
P.S. As for their attorney have (investigate) the facts and truth only."
We are dealing with this customer. We have to get the window manufacturer's rep out to look at the windows, as we cannot find anything wrong with them. The customer is cooperating with us. The rep is not available until the 15th of June, so we will not be able to completely resolve this issue until...
then. Thank you.
Response to Complaint ID [redacted]We would like to schedule a meeting with you and your husband at your home so we can address the remaining concerns as stated below. We will be sending your Sales Representative, Our Window Manufacturer Representative and one of our Window Installers. We will assess the situation; we will correct anything we can this day. If any special order material is needed, this could possibly take ten to twelve weeks to arrive, which is a standard time frame. We would then schedule a completion date for any needed installations and render payment in full at this time. We also will have all your Warranty Information. We will continue to service you through your Warranty if needed.Per your letter dated May 17, 2016 Remaining Punch List:Screens:Left side kitchen window screen tornLiving room doubled window right screen tornWindows:Dining area right side window won’t openExtra bedroom middle window won’t openBasement above workbench window won’t open
This process has taken over a year to complete and had they finished the windows in January would have still taken 8 months. The manufacturer has compensated us for errors on their end but One Stop has not owned up for their mistakes in this matter. No one informed us that an additional screen had even been ordered, just that they were unsure as to which screen needed to be replaced. I received one message during a busy work day in January on my cell from the sales representative about a screen coming in but was not aware of this order. I felt this was an error on his part. I didn't hear from him or your company again even though they have my landline, cell, husband's cell, and my email. Why would you leave screens that we don't know which window they fit. They replaced locks and adjusted window so they would work. What I am saying is that we still have three windows that will not open. Windows should open all the time. We appreciate that you took the $50 off for us having to stain the window. Again, I received one message about the screen that I was unaware of. I returned home from spring break (March 28- April 1) to two notes from the post office about an attempt to drop off a certified letter from [redacted]. I did not refuse the letter, I was out of town when they attempted to drop it off. Also, the note stated [redacted] and our contract is with One Stop Gutter Shop. I am simply asking that One Stop Gutter Shop own up to their mistakes in this matter.One phone call Which will happen when the job is complete. I don't think your company really understands or cares about our frustration but we will pay the bill upon completion of this job.
Initial Business Response /* (1000, 6, 2015/12/07) */
Revdex.com
[redacted]
Auto Industry Liaison
RE: Case ID #[redacted]
I am writing to you in response to your letter regarding Ms. [redacted].
Ms. [redacted] did purchase a 2012 Jeep Patriot from Roseville Chrysler in June of 2015....
After reviewing Ms. [redacted]'s file, I found that the paperwork pertaining to Ms. [redacted]'s purchase describes the Jeep Patriot as a front wheel drive vehicle.
After receiving a letter from the Attorney Generals Office, I contacted Ms. [redacted] via phone to offer my assistance in trading for a 4WD vehicle. Ms. [redacted] informed me that she is not interested in trading her vehicle. In her complaint to your office, Ms. [redacted] states that she would like to just return the vehicle that she has had for over 5 months.
If Ms. [redacted] would like to trade her vehicle for a 4X4 model, I would be more than happy to help her.
Please feel free to contact me at [redacted] if you have any additional questions or if I can be of more assistance.
Sincerely,
Rory M. [redacted]Sales Manager
Initial Business Response /* (1000, 6, 2015/07/23) */
Mr. [redacted] purchased a 2005 Chrysler Town & Country in June of 2015 from Eric [redacted].
At the time of purchase Mr. [redacted] was issued a "WE OWE" for work that was included in the purchase of the vehicle. The work promised was listed...
as:
1. Repair 2 map lights
2. Touch up scratch on fender
3. Repair driver's seat plastic case.
The WE OWE also noted that with the exception of the work listed above, the vehicle was sold 100% AS-IS. In addition, Mr. [redacted] signed an AS IS VEHICLE SALE DISCLOSURE form and a CUSTOMER OPTION SUMMERY declining the offered Vehicle Service Contract.
At the time of this letter, all work owed to Mr. [redacted] was been completed as he acknowledged in your Complaint Activity Report.
If you have any questions, please feel free contact me at [redacted].
Sincerely,
Rory M. [redacted]
Sales Manager
Initial Consumer Rebuttal /* (3000, 8, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Roseville Chrysler Dodge Jeep Ram is not finished on my 2005 Town and Country I never said they did the fender and they said it was done which is wrong!!! Also yes they put as is but told me this was a fantastic mini van in perfect shape except for parts which were on the I owe form and now it will cost about another $1,000.00 to fix up van that was called excellent shape if I did my Business like this I would lose customers!!!!!!! Still very unhappy with there Customer Service and Sales lost me or my friends as repeat customers!!!
Final Business Response /* (4000, 11, 2015/08/13) */
We have attempted to call Mr [redacted] and left him a message. He can contact me and I will make sure that any work that was promised on the "We Owe" is completed. As for any other issues we can not warranty a 10 year old used car. (2005)
Contact:
Rory [redacted]
Sales Mgr
[redacted]
Final Consumer Response /* (3000, 13, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think they are just covering up the problems that they knew about Minivan they sold with as is warranty still won't go back to them for service work or ever buy another vehicle from them how customer service is there! Not Happy at all with there treatment of situation and not calling me back in first place!!!!!