Ryan Motors Inc

Response received via letter to Revdex.com -- scan is attached; text reads as follows: "As Parts and Service Director for Ryan Motors I am providing the response to the complaint you received on 4/4/2017 from Mr [redacted] of Outlook Mt. Per Mr [redacted] he is requesting a refund on two repair orders...

performed at our dealership. Please accept this letter as our response.Mr [redacted] contacted Christina [redacted] one of our service advisors on Mon 4/3/17 and asked that her manager call him. I was out of the store till werd. 4/5/16 and as asked made two call attempts to Mr [redacted]'s daytime phone number -- he did not answer either call and you are unable to leave a voice mail.I tried to call Mr [redacted] again today but like last week was unable to reach him or leave a message on two attempts. At that point I e-mailed Mr [redacted] on the email address provided on your letter advising Mr [redacted] of the repairs made here in Oct. and Nov 2016 and also reminding him of his visit in Jan 2017 for different truck concerns totally unrelated to previous repairs and the fact that he at that point had no concerns with the previous repairs. I also reminded him of the two appointments he made: 2/24/17 and 3/14/17 where for reasons known only to him he never showed up for his appointments. (Email attached)We take great pride in our work and the fact that we do everything within our power to take care of our customers. I am not sure what has happened to make Mr [redacted] now believe we did not repair his truck but I can only guess as despite making appointments he has never returned to our service department since January when all previous repairs were great and he asked us to repair other problems on the truck.In my email you will see I asked Mr [redacted] to make and keep an appointment where we will diagnose his concern for free and if found problem is related to previous repairs concerns, we will them repair it at no cost to him. I do not believe we have treated Mr [redacted] with professionalism and do not believe there is any reason to justify a refund for prior repairs.Respectfully,Tom [redacted]Parts and ServiceRyan Motors###-###-####"

Initial Business Response /* (1000, 6, 2016/01/09) */
We were able to connect with customer [redacted], and did have a lengthy conversation with her. Customer [redacted] did come back to us. She purchased the used 2014 Ram 3500, and wanted to trade for a brand new truck. We made this happen for her. ...

Due to our business being located in the Bakken Oil, our service department is scheduled out weeks. To be fair to all involved, we do not show preference to anyone and everyone is treated fairly. When [redacted] says we were scheduled out 2 months, she was correct. The only way to have added [redacted], would have been to remove a different customer that was already scheduled.
Regarding [redacted] sending an email, requesting a trade; she did send an email, and her quote "We are interested in the 4500 Rams that we spoke about. We need one with 4:10 gear ratios. If you can let me know what you are able to do as far as trade in we'll go from there. I don't want to waste your time or mine." The majority of serious buyers show up in person, knowing the actual process of purchasing a vehicle involves much more than one number.
[redacted] also indicated she had issues with the Motor Vehicle Department. The state of North Dakota has revised their drive out stickers to now be valid for 75 days. Again, the Bakken Oil has had considerable influence in all areas regarding this State Department Office.
Lastly, [redacted] shared how she contacted and has been working with the Chrysler Corporation regarding her truck since 40,000 miles. Her truck now has 103,000 miles on it. This is the correct process, as Chrysler is the manufacturer. The manufacturer is the final decision maker regarding vehicle defects and extended warranty issues. Chrysler Corporation did waive $2,000.00 worth of repairs for [redacted] for this vehicle. This is a huge concession, considering [redacted]'s vehicle was out of warranty.