On behalf of Royal Gate Dodge and our staff please accept our sincere apology for the lack of customer service and responseWe are ordering a second key for Ms [redacted] today and we will be contacting her directly when the key is readyIf you have any further questions or comments regarding this matter, please feel free to contact me directly at [redacted] or ***@royalgatedodge.com.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ 9/11-Royal Gate registered vehicleThen we applied for first duplicate title from state of Mowhich we did not receiveHad to apply for second duplicate title from state of Mo., still waiting on state to send to rectify situation for Miss [redacted] Royal Gate offered Miss [redacted] a rental vehicle during this process and she declined the offer
Initial Business Response / [redacted] (1000, 11, 2015/09/22) */ Mr [redacted] purchased the vehicle on March 30, On April 11, Mr [redacted] Replied to an email from his sales consultant stating everything was great so far and had a question as to when he would be getting his paperworkMr [redacted] was contacted that his paperwork was ready, Mr [redacted] picked up his paperwork on May 5, No mention was made about the wheels on the vehicle at this time On June 16, Mr [redacted] contacted our secretary [redacted] about the wheels On June 17, Mr [redacted] had a phone conversation with Mr [redacted] about the wheelsMr [redacted] was given a complete delivery going over the entire vehicle at time of delivery and no mention of wheels was made on March 30thNo subsequent contacts by sales person or secretary were the wheels mentioned By Mr [redacted] account in a letter from the Missouri Attorney Generals office, he states Chrysler attempted to assist him As of June 17th when Mr [redacted] threatened legal action, Mr [redacted] the general manager told Mr [redacted] that if that was the case, he could no longer continue speaking with Mr*** I have a difficulty in understanding how after plus days that Mr [redacted] suddenly discovered that he did not have inch wheels on his vehicleAs MrJohnson stated to him in our phone conversation, he would have understood if it was the next day or even a week that Mr [redacted] discovered different wheelsSeventy plus days after we cannot know if the wheels were swapped, if the correct wheels were on the vehicle at time of delivery, etcRoyal Gate does know that the vehicle was properly delivered by the salesperson and no complaints or concerns were voiced by Mr [redacted] at time of delivery The salesperson Mr [redacted] cannot confirm or deny the presence or absence of inch wheels at time of deliveryGiven the amount of time that has passed in addition to the large volume of vehicles sold at Royal Gate Dodge monthly, it is impossible for anyone to recall the vehicles wheels at time of delivery We have checked with our service department and there are no open or closed repair orders for a wheel swap for the Dodge Charger Mr [redacted] purchased referenced under stock number or VIN numberIt is policy that a repair order be written for all work done in our service department As Mr [redacted] took delivery of the vehicle without concern or complaint, again it is our position that it is difficult to prove the inch wheels or the inch wheels Mr [redacted] states he has now were on the vehicle at delivery Thanks In Advance, [redacted] ***
Initial Business Response / [redacted] (1000, 10, 2016/01/06) */ Customer was in the dealership on Nov 19, and all repairs were completed at that time at no cost to the customer, the pre-owned sales department covered the cost of electrical and suspension repairsRepair order XXXXXX
Dear Ms***,Your concern regarding the powertrain warranty on your Charger is something that is controlled completely by the Fiat Chrysler Corporation and we at Royal Gate cannot overturn any ruling they have made on the warrantyThe corporation did mail out notices for the year powertrain inspections to all customers and Fiat Chrysler considers it the customers responsibility to follon those noticesRoyal Gate Dodge, Chrysler, Jeep & Ram
Our service manager on 8/11/ [redacted] told me that unfortunately of the item being defective or not the vehicle was out of warranty be several miles and the customer had no extended warrantyThis customer has been in our dealership one timePlease let me know if you need anything else.Thank you!***
I talked to this MrsHaynes yesterday, and declined reimbursementShe had her vehicle in for a hard to start issueWe diagnosed it as a weak fuel pump, because she did not like the price, she declined and went to [redacted] and some other independent shop for a diagnosisThey advised her she needed a power module???????? How they have that technology, I have no clueBut because it was $cheaper than our diag., she had it done, and claim it was fixedIf we had the opportunity to fix the vehicle and it was incorrect, we have responsibility ***
Initial Business Response / [redacted] (1000, 11, 2015/07/28) */ Manager left a message for Mr [redacted] on 7/27-to try and resolve the customer's concernMr [redacted] has received his paperworkManager will continue to try and contact Mr [redacted]
Complaint: [redacted] I am rejecting this response because: The response doesn't mention the Chrysler Town & Country, that I am inquiring aboutThe response doesn't mention any of my Sincerely, [redacted]
Mr [redacted] purchased a new Challenger from Royal Gate DodgeWhen numbers were agreed upon Mr [redacted] signed a credit application authorizing Royal Gate Dodge to run his credit and attempt to secure a loan for his purchaseAfter the vehicle was delivered Mr [redacted] was upset that he received decline letters from of the lenders that his loan application was submitted toThe communication from Mr [redacted] was not made clear to the finance department until weeks after the purchase was completed Upon several discussions it was brought to the attention of Royal Gate that Mr [redacted] only wanted his loan application submitted to the lender he had been initially pre-approved byWe tried to explain the situation that his signature on the credit application authorized us to secure financing from multiple sourcesPart of our responsibility is to make sure our customers receive the best and all financing options that are available to themWe attempt to secure the lowest possible rates for our customers as was the case in referenceRegards,
Customer purchased a vehicle in August of The VIN number to the vehicle that was purchased was digits off of another vehicle that was in Royal Gate Dodge's inventory A clerical error made resulted n a lien being placed against the vehicle in reference in the name of another customer of ours Once the error was noticed a collateral swap was initiated with the lienholder to ensure the issue was resolved In order to have the lien removed the customer that purchased the vehicle with a different VIN was required to sign documents in order to complete the collateral swap They were not responding to multiple attempts electronically as well as via phone calls Once the documents were received from previous customer the lien was removed and title paperwork was handed to the [redacted] 's.In order to make up for egregious error of behalf of Royal Gate we paid for the customer's sales tax The issue at hand has been resolved a the satisfaction of [redacted] 'sRegards, [redacted] Business Manager
March 22-we had a sale at our dealership and we sent out flyers to our customersA customer would win a caravan if they had the winning numbersIf the customer walks in with the flyer they can see if they have the winning numberWe use a off site party to come into the dealership to handle the contest The customer fills out a form and at the bottom of the form it states they are allowing us to run their creditWe are sorry for the misunderstanding, but in order to have their credit ran they had to sign and fill out that formWe also apologize if there was a misunderstanding
We found records that Ms [redacted] came to our facility twice over the course of her ownership of the vehicle Once on 06-13-and again on 06-22- She sent us a letter and we contacted her to come in and trade in the vehicle She returned on 09-21-17, we made her an offer on a new vehicle, kept her payments the same amount and offered to pay off her current vehicle A few days later her boyfriend and father came in saying she was refusing our deal We did not hear from her again until days ago when she returned and said she traded the vehicle in at [redacted] and will never do business with us again and left
When we invited Mr [redacted] into our Service Department our Service Manager [redacted] *** showed him that it was not possible for Royal Gate to have been responsible for the damages on his ladderHowever...as a "Goodwill" gesture Royal Gate would like to extend our offer again we made to Mr [redacted] for a "Service Credit" in the amount of $for him to use at his convience at Royal GateThank you!
Initial Business Response / [redacted] (1000, 12, 2015/12/18) */ December 2, Revdex.com Case# XXXXXXX To whom it may concern, Response to complaint filed by [redacted] *** It should be prefaced that [redacted] was combative with sales staff and management from her first visit to Royal Gate DodgeEvery effort was made to accommodate her in every facet of the dealCustomer was originally turned down for finance from several lendersWhen customer was told she had no approval from lending intuitions she proceeded to begin yelling and swearing at the finance manager and salespersonThe following day [redacted] the Finance Manager made several phone calls to Mrs [redacted] and lenders to secure financingRoyal Gate sold the vehicle at a loss to be able to secure said financing for Mrs***Mrs [redacted] was friendly and accommodating on one phone call and belligerent and angry the nextMrs [redacted] attitude and demeanor were unpredictable at best throughout the entire sales and delivery process Requested bedliner not installed prior to pick up aAs bedliner was not negotiated or included in the purchase of the automobile and was understood by Royal Gate and customer that if the customer was to be paying for the bedliner Royal Gate would schedule the service work to be performed by our body shop at the first available openingCustomer assumed that bedliner would be installed prior financing and delivery bCustomer had called Royal Gate body shop earlier in the day for pricing, was unhappy with pricing quotedUpon arrival Mrs [redacted] told the salesperson that our price was hundreds lower than other vendors of spray in bedlinersCustomer states that she would have been happy to pay by phone for bedliner ahead of time, but neither called salesperson or body shop to attempt to do so cUpon arrival for delivery I personally spoke with Mrs [redacted] about why the bedliner was not installed before her arrivalI explained that as it was not built into the deal and not paid for in advance as well as the inability of our body shop to install the bedliner on such short noticeIt is Royal Gate policy to have customer pay for any aftermarkets to be installed prior to delivery unless it is part of the vehicle purchase Unacceptable treatment from finance employee aI was made aware of the personality conflict with Mrs [redacted] and [redacted] the finance manager after the deal was completed at deliveryI apologized to Mrs [redacted] and told her that it was unfortunate that she had an unpleasant experienceI do not feel [redacted] behaved in this manner for no reason [redacted] pulled Mrs [redacted] off the floor and back to the finance office because of her demeanor on the showroom floor was disruptive, loud, and laced with profanitiesShe was taken back to the office not to save Royal Gate customers from hearing anything negative, but to keep the customers from being exposed to that type of loud and abrasive languageAt that moment I was prepared to ask Mrs [redacted] to leave the dealership and decline my offer to do or continue doing business with her due to her attitude and abusive language In a phone conversation with Mrs [redacted] today she informed me that as a result of a mistake in the titling of her car that the sales taxes check she received from Royal Gate was short $The finance department is required to have the purchaser verify the title addressMrs [redacted] had rolled the sales tax into the loanShe is now demanding that as a result of this mistake that Royal Gate must pay the differenceI will be contacting Mrs [redacted] back to inform her that Royal Gate is not responsible for her sales tax debt to the state of MissouriThe error in the address reporting to the state of Missouri and the lender has been rectified In further conversation with Mrs***, she informed me that the bedliner was now a non-issue as she is no longer interested in one If any further correspondence or information is needed to close this matter, please feel free to contact me Best Regards, [redacted] New Car Sales Manager Royal Gate Dodge Ellisville Missouri XXXXX PH [redacted] FAX [redacted] EMAIL***@royalgatedodge.com
Our General Sakes Manager spoke to [redacted] this morning and they a meeting set tomorrow at 10:a.m.at Royal Gate to resolve all issues Thank you! ***
Consumer Information Name: [redacted] [redacted] Address: [redacted] *** Fenton, MO Royal Gate took the truck back on May 9, and sold Mr [redacted] a Ram Mr [redacted] is more than happy with what we did for him and is now completely satisfiedHe has relayed to the used car sales manager that he will be back in January to purchase another vehicleSincerely, [redacted] New Car Sales ManagerRoyal Gate Dodge [redacted] ***Ellisville, MO [redacted]
On behalf of Royal Gate Dodge and our management team we are sorry for any inconvenience or problems this has causedWe did receive a call from [redacted] on November 1st, however we could not find any record of any one contacting her from Royal GateTo prevent any future contacts from Royal Gate we have taken [redacted] 's contact and mailing information out of our computer system [redacted] does not owe Royal Gate any additional information, nor do we owe her any additional informationIf for any reason [redacted] should need anything from Royal Gate please have her contact me directly at ***@royalgatedodge.com Sincerely, [redacted] Customer Relations Manager
Please see the attached signed document from [redacted] I personally (*** [redacted] ) delivered the paper work myself to make sure she was fully satisfiedOn check # [redacted] we gave them a check for the late registration fees We had also offered them free oil changes for their BMW and based on my conversation with [redacted] yesterday she asked me if we could come up with a solution to where they did not have to drive into the dealership for their oil changesShe mentioned her son could do the oil changes if we would supply the oil and filterOur solution is if they can purchase the oil and filter from wherever they prefer and then send the receipt directly to me, then I would send them a check to reimburse them for the materials onlyThe receipt can be sent to: Royal Gate Dodge Attention: [redacted] We truly appreciate their business and the opportunity to resolve this matter Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:tell you why because I never received them Sincerely, [redacted] ***
On behalf of Royal Gate Dodge and our staff please accept our sincere apology for the lack of customer service and responseWe are ordering a second key for Ms [redacted] today and we will be contacting her directly when the key is readyIf you have any further questions or comments regarding this matter, please feel free to contact me directly at [redacted] or ***@royalgatedodge.com.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ 9/11-Royal Gate registered vehicleThen we applied for first duplicate title from state of Mowhich we did not receiveHad to apply for second duplicate title from state of Mo., still waiting on state to send to rectify situation for Miss [redacted] Royal Gate offered Miss [redacted] a rental vehicle during this process and she declined the offer
Initial Business Response / [redacted] (1000, 11, 2015/09/22) */ Mr [redacted] purchased the vehicle on March 30, On April 11, Mr [redacted] Replied to an email from his sales consultant stating everything was great so far and had a question as to when he would be getting his paperworkMr [redacted] was contacted that his paperwork was ready, Mr [redacted] picked up his paperwork on May 5, No mention was made about the wheels on the vehicle at this time On June 16, Mr [redacted] contacted our secretary [redacted] about the wheels On June 17, Mr [redacted] had a phone conversation with Mr [redacted] about the wheelsMr [redacted] was given a complete delivery going over the entire vehicle at time of delivery and no mention of wheels was made on March 30thNo subsequent contacts by sales person or secretary were the wheels mentioned By Mr [redacted] account in a letter from the Missouri Attorney Generals office, he states Chrysler attempted to assist him As of June 17th when Mr [redacted] threatened legal action, Mr [redacted] the general manager told Mr [redacted] that if that was the case, he could no longer continue speaking with Mr*** I have a difficulty in understanding how after plus days that Mr [redacted] suddenly discovered that he did not have inch wheels on his vehicleAs MrJohnson stated to him in our phone conversation, he would have understood if it was the next day or even a week that Mr [redacted] discovered different wheelsSeventy plus days after we cannot know if the wheels were swapped, if the correct wheels were on the vehicle at time of delivery, etcRoyal Gate does know that the vehicle was properly delivered by the salesperson and no complaints or concerns were voiced by Mr [redacted] at time of delivery The salesperson Mr [redacted] cannot confirm or deny the presence or absence of inch wheels at time of deliveryGiven the amount of time that has passed in addition to the large volume of vehicles sold at Royal Gate Dodge monthly, it is impossible for anyone to recall the vehicles wheels at time of delivery We have checked with our service department and there are no open or closed repair orders for a wheel swap for the Dodge Charger Mr [redacted] purchased referenced under stock number or VIN numberIt is policy that a repair order be written for all work done in our service department As Mr [redacted] took delivery of the vehicle without concern or complaint, again it is our position that it is difficult to prove the inch wheels or the inch wheels Mr [redacted] states he has now were on the vehicle at delivery Thanks In Advance, [redacted] ***
Initial Business Response / [redacted] (1000, 10, 2016/01/06) */ Customer was in the dealership on Nov 19, and all repairs were completed at that time at no cost to the customer, the pre-owned sales department covered the cost of electrical and suspension repairsRepair order XXXXXX
Dear Ms***,Your concern regarding the powertrain warranty on your Charger is something that is controlled completely by the Fiat Chrysler Corporation and we at Royal Gate cannot overturn any ruling they have made on the warrantyThe corporation did mail out notices for the year powertrain inspections to all customers and Fiat Chrysler considers it the customers responsibility to follon those noticesRoyal Gate Dodge, Chrysler, Jeep & Ram
Our service manager on 8/11/ [redacted] told me that unfortunately of the item being defective or not the vehicle was out of warranty be several miles and the customer had no extended warrantyThis customer has been in our dealership one timePlease let me know if you need anything else.Thank you!***
I talked to this MrsHaynes yesterday, and declined reimbursementShe had her vehicle in for a hard to start issueWe diagnosed it as a weak fuel pump, because she did not like the price, she declined and went to [redacted] and some other independent shop for a diagnosisThey advised her she needed a power module???????? How they have that technology, I have no clueBut because it was $cheaper than our diag., she had it done, and claim it was fixedIf we had the opportunity to fix the vehicle and it was incorrect, we have responsibility ***
Initial Business Response / [redacted] (1000, 11, 2015/07/28) */ Manager left a message for Mr [redacted] on 7/27-to try and resolve the customer's concernMr [redacted] has received his paperworkManager will continue to try and contact Mr [redacted]
Complaint: [redacted] I am rejecting this response because: The response doesn't mention the Chrysler Town & Country, that I am inquiring aboutThe response doesn't mention any of my Sincerely, [redacted]
Mr [redacted] purchased a new Challenger from Royal Gate DodgeWhen numbers were agreed upon Mr [redacted] signed a credit application authorizing Royal Gate Dodge to run his credit and attempt to secure a loan for his purchaseAfter the vehicle was delivered Mr [redacted] was upset that he received decline letters from of the lenders that his loan application was submitted toThe communication from Mr [redacted] was not made clear to the finance department until weeks after the purchase was completed Upon several discussions it was brought to the attention of Royal Gate that Mr [redacted] only wanted his loan application submitted to the lender he had been initially pre-approved byWe tried to explain the situation that his signature on the credit application authorized us to secure financing from multiple sourcesPart of our responsibility is to make sure our customers receive the best and all financing options that are available to themWe attempt to secure the lowest possible rates for our customers as was the case in referenceRegards,
Customer purchased a vehicle in August of The VIN number to the vehicle that was purchased was digits off of another vehicle that was in Royal Gate Dodge's inventory A clerical error made resulted n a lien being placed against the vehicle in reference in the name of another customer of ours Once the error was noticed a collateral swap was initiated with the lienholder to ensure the issue was resolved In order to have the lien removed the customer that purchased the vehicle with a different VIN was required to sign documents in order to complete the collateral swap They were not responding to multiple attempts electronically as well as via phone calls Once the documents were received from previous customer the lien was removed and title paperwork was handed to the [redacted] 's.In order to make up for egregious error of behalf of Royal Gate we paid for the customer's sales tax The issue at hand has been resolved a the satisfaction of [redacted] 'sRegards, [redacted] Business Manager
March 22-we had a sale at our dealership and we sent out flyers to our customersA customer would win a caravan if they had the winning numbersIf the customer walks in with the flyer they can see if they have the winning numberWe use a off site party to come into the dealership to handle the contest The customer fills out a form and at the bottom of the form it states they are allowing us to run their creditWe are sorry for the misunderstanding, but in order to have their credit ran they had to sign and fill out that formWe also apologize if there was a misunderstanding
We found records that Ms [redacted] came to our facility twice over the course of her ownership of the vehicle Once on 06-13-and again on 06-22- She sent us a letter and we contacted her to come in and trade in the vehicle She returned on 09-21-17, we made her an offer on a new vehicle, kept her payments the same amount and offered to pay off her current vehicle A few days later her boyfriend and father came in saying she was refusing our deal We did not hear from her again until days ago when she returned and said she traded the vehicle in at [redacted] and will never do business with us again and left
When we invited Mr [redacted] into our Service Department our Service Manager [redacted] *** showed him that it was not possible for Royal Gate to have been responsible for the damages on his ladderHowever...as a "Goodwill" gesture Royal Gate would like to extend our offer again we made to Mr [redacted] for a "Service Credit" in the amount of $for him to use at his convience at Royal GateThank you!
Initial Business Response / [redacted] (1000, 12, 2015/12/18) */ December 2, Revdex.com Case# XXXXXXX To whom it may concern, Response to complaint filed by [redacted] *** It should be prefaced that [redacted] was combative with sales staff and management from her first visit to Royal Gate DodgeEvery effort was made to accommodate her in every facet of the dealCustomer was originally turned down for finance from several lendersWhen customer was told she had no approval from lending intuitions she proceeded to begin yelling and swearing at the finance manager and salespersonThe following day [redacted] the Finance Manager made several phone calls to Mrs [redacted] and lenders to secure financingRoyal Gate sold the vehicle at a loss to be able to secure said financing for Mrs***Mrs [redacted] was friendly and accommodating on one phone call and belligerent and angry the nextMrs [redacted] attitude and demeanor were unpredictable at best throughout the entire sales and delivery process Requested bedliner not installed prior to pick up aAs bedliner was not negotiated or included in the purchase of the automobile and was understood by Royal Gate and customer that if the customer was to be paying for the bedliner Royal Gate would schedule the service work to be performed by our body shop at the first available openingCustomer assumed that bedliner would be installed prior financing and delivery bCustomer had called Royal Gate body shop earlier in the day for pricing, was unhappy with pricing quotedUpon arrival Mrs [redacted] told the salesperson that our price was hundreds lower than other vendors of spray in bedlinersCustomer states that she would have been happy to pay by phone for bedliner ahead of time, but neither called salesperson or body shop to attempt to do so cUpon arrival for delivery I personally spoke with Mrs [redacted] about why the bedliner was not installed before her arrivalI explained that as it was not built into the deal and not paid for in advance as well as the inability of our body shop to install the bedliner on such short noticeIt is Royal Gate policy to have customer pay for any aftermarkets to be installed prior to delivery unless it is part of the vehicle purchase Unacceptable treatment from finance employee aI was made aware of the personality conflict with Mrs [redacted] and [redacted] the finance manager after the deal was completed at deliveryI apologized to Mrs [redacted] and told her that it was unfortunate that she had an unpleasant experienceI do not feel [redacted] behaved in this manner for no reason [redacted] pulled Mrs [redacted] off the floor and back to the finance office because of her demeanor on the showroom floor was disruptive, loud, and laced with profanitiesShe was taken back to the office not to save Royal Gate customers from hearing anything negative, but to keep the customers from being exposed to that type of loud and abrasive languageAt that moment I was prepared to ask Mrs [redacted] to leave the dealership and decline my offer to do or continue doing business with her due to her attitude and abusive language In a phone conversation with Mrs [redacted] today she informed me that as a result of a mistake in the titling of her car that the sales taxes check she received from Royal Gate was short $The finance department is required to have the purchaser verify the title addressMrs [redacted] had rolled the sales tax into the loanShe is now demanding that as a result of this mistake that Royal Gate must pay the differenceI will be contacting Mrs [redacted] back to inform her that Royal Gate is not responsible for her sales tax debt to the state of MissouriThe error in the address reporting to the state of Missouri and the lender has been rectified In further conversation with Mrs***, she informed me that the bedliner was now a non-issue as she is no longer interested in one If any further correspondence or information is needed to close this matter, please feel free to contact me Best Regards, [redacted] New Car Sales Manager Royal Gate Dodge Ellisville Missouri XXXXX PH [redacted] FAX [redacted] EMAIL***@royalgatedodge.com
Our General Sakes Manager spoke to [redacted] this morning and they a meeting set tomorrow at 10:a.m.at Royal Gate to resolve all issues Thank you! ***
Consumer Information Name: [redacted] [redacted] Address: [redacted] *** Fenton, MO Royal Gate took the truck back on May 9, and sold Mr [redacted] a Ram Mr [redacted] is more than happy with what we did for him and is now completely satisfiedHe has relayed to the used car sales manager that he will be back in January to purchase another vehicleSincerely, [redacted] New Car Sales ManagerRoyal Gate Dodge [redacted] ***Ellisville, MO [redacted]
On behalf of Royal Gate Dodge and our management team we are sorry for any inconvenience or problems this has causedWe did receive a call from [redacted] on November 1st, however we could not find any record of any one contacting her from Royal GateTo prevent any future contacts from Royal Gate we have taken [redacted] 's contact and mailing information out of our computer system [redacted] does not owe Royal Gate any additional information, nor do we owe her any additional informationIf for any reason [redacted] should need anything from Royal Gate please have her contact me directly at ***@royalgatedodge.com Sincerely, [redacted] Customer Relations Manager
Please see the attached signed document from [redacted] I personally (*** [redacted] ) delivered the paper work myself to make sure she was fully satisfiedOn check # [redacted] we gave them a check for the late registration fees We had also offered them free oil changes for their BMW and based on my conversation with [redacted] yesterday she asked me if we could come up with a solution to where they did not have to drive into the dealership for their oil changesShe mentioned her son could do the oil changes if we would supply the oil and filterOur solution is if they can purchase the oil and filter from wherever they prefer and then send the receipt directly to me, then I would send them a check to reimburse them for the materials onlyThe receipt can be sent to: Royal Gate Dodge Attention: [redacted] We truly appreciate their business and the opportunity to resolve this matter Sincerely, [redacted]