Sloane Automotive Group

customer does not respond I called [redacted] ***’s number more times this afternoonNo answer, mail box fullI just sent this e-mail I’ll let you know when he calls TW From: Tom W [redacted] [mailto: [redacted] @sloaneautos.com] Sent: Tuesday, May 19, 4:PMTo: ' [redacted] @ [redacted] .net'Subject: [redacted] ***, Sloane Toyota Good Afternoon Jon, Thank you for taking the time to talk with me todayI have had time to reflect on your feedback and commentsI would like to talk to you again Your satisfaction is very important to meGive me a call @ ###-###-#### X*** Sincerely, [redacted] ***

I have had a conversation with this person already Right after she got the bill We have paperwork in the deal saying we are not responsible for any damage or over mileage or anything They kept the lease days past turn in, and [redacted] billed them for another payment I will re pull the deal and revisit it again

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***

Tell us why hereDennis, the service manager, spoke to him today we offered him our total cost $he was very appreciated that we
trying to help him
He is out of town till next week…he’ll talk to his wife and let us know…
We are working with customer to resolve it ..which we will once he’s back in town

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: [ have talk to someone from *** they made up some excuse why it happen and did not make a real apologyThey made me wait along time for no reason and I still had to pay for a service I was not pleaseyes they could have called but after I had missed that job opportunity I been working hard and still looking for another jobI have no time for a half truth apologyI did not expect when I talk to someone from Toyota that they least would apologies with out a list of excuses that I believe was not trueI did not call him back because I wanted a real apology not excuse as if I did something wrong
Regards,
*** ***

customer does not respondI called ***
***’s number
more times this afternoonNo answer, mail box fullI just sent this e-mail
I’ll let you know when he calls
TW
From: Tom W*** [mailto:***@sloaneautos.com]
Sent: Tuesday, May 19, 4:PM
To: '***@***.net'
Subject: *** ***, Sloane Toyota
Good Afternoon Jon,
Thank you for taking the time to talk with me todayI have
had time to reflect on your feedback and commentsI would like to talk to you
again
Your satisfaction is very important to meGive me a call @
###-###-#### X***
Sincerely,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: It is not the truth they never mention that it would take two hoursThey continue to blame the victim with their lies , I would have never agreed to an additional two hours when I could have driven my car and come back later for my brakes. I knew I had another appointment at twoI spoke to a person from *** who said he was the manager he refuse to apologize for making me miss my job appointment and over charging meI went to them more than once for my carHe could have called me more than once, but after he keep lying to me I refuse to listen until he admit that they were wrong
Regards,
*** ***

Dealership contacted the
customer and
apologized for the confusion surrounding this transactionAs an
alternative to the original vehicle, the dealer offered a newer vehicle, that
had fewer miles, at the same priceUnfortunately, the customer lives hours
from the dealership and does not have time to come to dealershipDealer
offered to work with the customer in the future to secure a vehicle that meets
their needs when customer has more time
thankm you

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: There was no discountThey wanted me to pay the dealership $for my windshield and $per tireThe crazy thing is Sloane isn't fixing my windshield they were going to subcontract it out to the same place that handles the warranty that I paid $1,forOh and the place repairing my windshield gave me a $quote alsoThe tires were the same price as my quotesI never stated to anyone that I was satisfied
Regards,
*** *** ***

In reference to the customer, it is never the dealerships intention to mislead anyoneUnfortunately in this case, the internet rep mistakenly transposed the numbersThe vehicle the customer requested a quote on was a 40,dollar vehicleUnfortunately we can not sell a 40,dollar for
22,It was an honest mistake and never an intention to mislead anyone
If the customer is interested, I would be happy to meet with them and show them exactly what we can do for themWe will be happy to sell them a vehicle at dealer our dealer cost less and incentives that may be available
I can be reached at ***
Regards,
*** ***
Sales Director
Sloane Automotive Group

the following was sent to the customer,
February
24, 2016 Re:
*** *** - *** *** (***)
To
whom it may concern, The
above referenced vehicle was traded in on September 29, as part of a new
car purchase at Sloane *** of Malvern.
The
owner, *** ** *** (subsequently *** ** ***), signed over the
Pennsylvania title to this vehicle to Sloane *** of Malvern on September 30,
On
October 14, the vehicle was sold to another Pennsylvania car dealer, *** *** *** *** * ***
Since
this transaction happened within days of the traof said vehicle to
Sloane ***, it was not required that a new Pennsylvania title be issued in
Sloane’s name
Per
Pennsylvania regulation, the reassignment of title section on the back of the
original title was completed showing the transfer of ownership from *** ** *** to Sloane *** of Malvern and then from Sloane to O** *** *** *** * ***
Please
direct any further questions regarding ownership of this vehicle to:
*** *** *** *** * ***
*** *** ***
Manheim,
Pa ***
###-###-####
Regards,
Greg
P***
Executive
Manager
Sloane
*** of Malvern
Enclosure:
Copies of Pa Title, Used Car Wholesale Sales Order

We reached out and spoke with
this customer on 3/4/and found out they have not been speaking with
anyone at Sloane ***They have been dealing directly with ***’s customer
care center, also the letters the customer is referring to were directly from
*** has declined their claim that any brake wear the vehicle
experienced would have been caused by the recall required on their vehicle, to
have the brake reservoir replacedWe explained to the customer also that
there was no relationship between the wear on the brakes that failed PA State
Inspection and the recall that was performedThe customer stated she was not
calling to hear an explanation but instead only to get a refund, we explained
that under the circumstances and the fact *** declined her request there
would be nothing to merit a refund
The customer also refers to the
master cylinder being replaced which is incorrect, the brake actuator was
replaced which again is not related to the recall performed

Tell us why here*** *** I tried calling you and left a message on your voice mail as well as sending you an email to address the complaint you have with our service deptI do apologize for any inconvenience this has cause We are going to send you the
request amount of $send back to youIf you have any further questions please feel free to call me directly

To whom it may concern,
The registration was handled by our tag agency and we
applied for the transfer of tags through the title departmentThe tag paperwork
was processedIt did take a little longer but we were in contact with *** *** while we
were addressing the concerns of both his title and tag transfer
The Buyers Guide on the vehicle was printed incorrectly by
***, our vendor that handles photos, Buyers Guides and Retail window
LabelsWe became aware that the Buyers Guide was incorrectly printed with a
warranty that a year old vehicle clearly wouldn’t be warranted forWe made
the client aware of the change and he proceeded to still purchase the ***
The purchase price confusion was due to the Client Advisor
writing the price of the *** $less than the actual selling price
Again, the client accepted the change and again went along with the purchase
The selling price was not negotiated at any point after the confusion of price
was brought up
There have been no conversations with regards to any repair
concerns or any costs associated with any of the alleged breakdownsAlso,
there was no paper work or expenses
shared with *** of *** relative to the alternative plans that had been made
to address the repairs and title work
We are happy to discuss any legitimate concerns that Mr
Patel may haveAs stated, *** *** has signed purchase documents by *** of
*** that reflect the correct selling price and warranty information. *** *** was given the option to cancel the
purchase of the ***, which he declined to do, prior to delivery
Again, *** of ***, is more than willing to address any
legitimate claims that have not been addressed to date*** *** has not had
any conversation with *** of *** since the tag transfer was completed
Sincerely,
*** ***
General Sales Manager
*** of Devon

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: This response is completely mocking the whole situation that actually happenedI know exactly who posted this response because of everything he is sayingBUT the situation did not get handled like that at allHe also left out the numerous of calls made by me and my boyfriend trying to find out what was the issue with our account, and left out the part of us completely getting ignored and treated like we did something wrong, when from the beginning the issue all started because someone at their business couldn't type my social security number correctly which forced the original contract to get denied and sent backThe dealership takes no responsibility for what happened and didn't care until I was sick of being treated like my situation did not matter, SO I TOOK THE NEXT STEP and called the corporate number and left several complaints to them about the deanship not helping or dong anything at this point, even though no one would call me backand then, and only then is when I received a call from this "manager" of the dealership that wrote this response called me and was completely unprofessional and rudeThe main reason why I am not accepting this response is because that is not at all how everything went down and I want everyone to know that this all was from the month of June until finally it was fixed just this October, and it took us calling several differ *** numbers, and leaving so many different complaints
Regards,
*** ***

***,
I have called
times nowNo answer and voice mail is full
Here are the
facts as I know from reviewing the ** and talking with ***
The vehicle was
written up at 10:04am and final invoice at 1:22pmThe vehicle was here for
state inspection, emission inspection, 20,mile service and SSC E
converter shudderHerb spoke with *** *** at approximately 11:and
informed him his rear brakes were at 4/and should be replaced as they may be
below state minimum by next service dueHe did tell him they passed inspection
todayHerb told *** *** that the price of the brake service was $plus
taxPhat stayed thru lunch and completed the brake jobThis did not take too
long for the work performedCustomer was told work would take approximately
hours at write up and the price would be $(Mark)Add the rear brake job
and the time is reasonable
Herb spoke with
*** *** about priceHerb explained that he told him the price of the brakes
were $he also had the price of the emissions added for a total of
$*** *** stated that Herb said the whole job would be $plus
taxHerb discounted the RO to match what the customer expected to pay for
customer satisfaction
There were
other waiting customers during this time that were in and done before *** ***There was also customers that came in @ 10:30am, 11:00am that were done
after *** ***All dependent on the work being performed
After Herb
adjusted the bill and spoke with *** *** at delivery he thought all was well
Tom

We are
currently contacting the customer to schedule another appointment to diagnose
the specific light concernThe recall states that this can happen and it is
not a warrantable problem, although it should beWe spoke with *** and once
the vehicle is diagnosed, were hoping to get it
coveredI will let you know
the outcome before the ten days are up

Dealership contacted the
customer and apologized for the confusion surrounding this transactionAs an
alternative to the original vehicle, the dealer offered a newer vehicle, that
had fewer miles, at the same priceUnfortunately, the customer lives hours
from the dealership and does not have time to come to dealershipDealer
offered to work with the customer in the future to secure a vehicle that meets
their needs when customer has more time
thankm you

Good Morning,
At this point, there is nothing more I can do other then what I offeredWe have a very positive standing with the Revdex.com and if the customer takes a look at our Dealer Rater review's they will see the same thing
As previously stated, I would be happy to meet with the customer to discuss the purchase of a vehicle, but I can't sell a 40,vehicle for for 22,
In closing, the Sloane Automotive Group is very serious about customer serviceThat is evident in our dealerships being awarded the President's Award for total customer satisfaction
Please let me know if the customer would like to take me up on my offer and again I am sorry that a mistake happened
Regards,
*** ***