Initial Business Response /* (1000, 9, 2015/11/24) */
While we agree that the promotional mailer could be improved upon... it does spell out in fairly large print what is required to win the $5,000 cash.. "bring invitation to event location to compare your confirmation code to prize board to...
determine if you have won $5,000 cash"... etc. The confirmation code is listed in on the front, next to the prize information. Odds of winning were also stated, and winning mailers were sent out. We did not change any terms that were spelled out on the mailer. The contest promoter had received approval from Attorney Generals office prior to mailing. Please contact me if you would like to discuss or review further.
Initial Consumer Rebuttal /* (3000, 11, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is quite offensive. The letter that was sent out to many people had a pull tab lotto-like ticket on it. This flyer was intentionally written and designed in a way to deceive people into believing they had won money to get them in the door. The pull tab said match to win not match to have a chance to win. The flyer had a box with winning match symbols (i.e. 777 777 = win) and there are four winning match combinations and direct correlating monetary prizes for the winning symbols. The pull tab that I opened had a winning 777 777 and the direct correlating win was $5,000 Cash. The flyer then stated that we just had to match it with the winning code which we were lead to understand was our matching 777 777 pull tab. There were also other people with the same 777 777 card that I had who also believed they had won. The sales people were ignoring their questions and instead trying to sell them a car. After I showed them my winning ticket he showed me a board with a different confirmation number and then he ripped my ticket into three and was very impolite wanting to hurry me out the door. For This company to say that my flyer and pull tab did not say that I won $5,000 cash is a direct insult to my intelligence and companies should not lie to people to get them in the door.
Customer has not had his vehicle in our service department to diagnose his concern. The following is the response from our Chrysler representative after the customer contacted the call center, and stated to Waconia Dodge that we were to provide him with our Chrysler Area...
Managers contact information.......he was not told to get my number, and he was told his 2 options are to deal with the state and the restriction or go back to the independent dealership that sold it to him. Thanks, JulieBelow is the conversation between customer and Chrysler call center: �...⇄ Customer contacted Chrysler stating that the airbag light is on. Customer states that he spoke with his Dealer and the Dealer denied doing the repair because the vehicle was in an accident. Agent researched vehicle information and found that the vehicle has a restriction for the complete vehicle. Agent explained to customer that the vehicle was deemed completely totaled by the accident that the previous owner was in which voided the vehicle out of its warranties. �...⇄ The fact that the vehicle is drivable now was due to a mechanic repair. Agent informed customer that Chrysler will not assist with the repair and that it will be an out-of-pocket expense. Customer began to argue with agent stating that Chrysler should have fixed this issue before the accident. �...⇄ Customer stated that agent was talking in circles and that if a mopar Customer called in with the same issues trying to get the airbags sensors covered. Agent informed customer the restriction was put on by the State of Minnesota not Chrysler although the part may be faulty in his vehicle now there is no verification by the dealership that they are mopar parts. Agent spoke with TL and SME the only option customer has is to take this up with the State of MN that issued the restriction or to take this up with the independent dealership whom he purchased the vehicle from. Those are his only two options. ...⇄ [redacted]
Initial Business Response /* (1000, 6, 2015/05/26) */
Dealership acknowledges that salesperson errored by not test driving vehicle and having vehicle ready for delivery prior to customers arrival. Part of the problem was that customers appointment was scheduled for 1:00, however they arrived around...
8:30 am since they had visited the Mall of America and spending the night, they were able to make it to dealership early. Tires were acceptable, at 6/32. Although vehicle was not in Excellent condition, it was in good condition for a vehicle priced at $3999, which was $500 less than Kelly Blue Book. This vehicle was reconditioned in last February, we had put in new brakes in addition to a checkover... after sitting on lot a few months, it is not unusual for dash lights to come on, especially after cold weather. ABS light on that could have been addressed if driven prior to customers arrival, which is our typical protocol. Its our understanding that salesperson was upfront about dent, dash and overall vehicle condition. Customer would not give us an opportunity to discuss and resolve the issues that developed with the vehicle that morning... we could have probably come to a resolution that would have made customer happy.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, nothing was said about a 1 PM arrival. We have saved text message correspondence from Thursday clearly indicating that we would be at the dealership on Friday morning. Regardless, we were driving 4-1/2 hours, checking the vehicle the morning we were arriving instead of before we made the agreement is ridiculous. Salesperson did tell us about dash, but NEVER indicated any mechanical issues that the employee who spoke with us that morning admitted he had discussed with her prior to agreement. Also no mention of AC & moon roof not working until we arrived. Yes, we were very mad that morning, but not once was any offer made to try and make things right. We also would not have had extra time or money to stay in the area additional days in order for vehicle to be repaired. Yes it was a 2004 and we did not expect it to be perfect, but it is still advertised on dealer's website as in excellent condition. That is what we were promised and what we expected.
Initial Business Response /* (1000, 9, 2015/11/24) */
While we agree that the promotional mailer could be improved upon... it does spell out in fairly large print what is required to win the $5,000 cash.. "bring invitation to event location to compare your confirmation code to prize board to...
determine if you have won $5,000 cash"... etc. The confirmation code is listed in on the front, next to the prize information. Odds of winning were also stated, and winning mailers were sent out. We did not change any terms that were spelled out on the mailer. The contest promoter had received approval from Attorney Generals office prior to mailing. Please contact me if you would like to discuss or review further.
Initial Consumer Rebuttal /* (3000, 11, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is quite offensive. The letter that was sent out to many people had a pull tab lotto-like ticket on it. This flyer was intentionally written and designed in a way to deceive people into believing they had won money to get them in the door. The pull tab said match to win not match to have a chance to win. The flyer had a box with winning match symbols (i.e. 777 777 = win) and there are four winning match combinations and direct correlating monetary prizes for the winning symbols. The pull tab that I opened had a winning 777 777 and the direct correlating win was $5,000 Cash. The flyer then stated that we just had to match it with the winning code which we were lead to understand was our matching 777 777 pull tab. There were also other people with the same 777 777 card that I had who also believed they had won. The sales people were ignoring their questions and instead trying to sell them a car. After I showed them my winning ticket he showed me a board with a different confirmation number and then he ripped my ticket into three and was very impolite wanting to hurry me out the door. For This company to say that my flyer and pull tab did not say that I won $5,000 cash is a direct insult to my intelligence and companies should not lie to people to get them in the door.
Customer has not had his vehicle in our service department to diagnose his concern. The following is the response from our Chrysler representative after the customer contacted the call center, and stated to Waconia Dodge that we were to provide him with our Chrysler Area...
Managers contact information.......he was not told to get my number, and he was told his 2 options are to deal with the state and the restriction or go back to the independent dealership that sold it to him. Thanks, JulieBelow is the conversation between customer and Chrysler call center: �...⇄ Customer contacted Chrysler stating that the airbag light is on. Customer states that he spoke with his Dealer and the Dealer denied doing the repair because the vehicle was in an accident. Agent researched vehicle information and found that the vehicle has a restriction for the complete vehicle. Agent explained to customer that the vehicle was deemed completely totaled by the accident that the previous owner was in which voided the vehicle out of its warranties. �...⇄ The fact that the vehicle is drivable now was due to a mechanic repair. Agent informed customer that Chrysler will not assist with the repair and that it will be an out-of-pocket expense. Customer began to argue with agent stating that Chrysler should have fixed this issue before the accident. �...⇄ Customer stated that agent was talking in circles and that if a mopar Customer called in with the same issues trying to get the airbags sensors covered. Agent informed customer the restriction was put on by the State of Minnesota not Chrysler although the part may be faulty in his vehicle now there is no verification by the dealership that they are mopar parts. Agent spoke with TL and SME the only option customer has is to take this up with the State of MN that issued the restriction or to take this up with the independent dealership whom he purchased the vehicle from. Those are his only two options. ...⇄ [redacted]
Initial Business Response /* (1000, 6, 2015/05/26) */
Dealership acknowledges that salesperson errored by not test driving vehicle and having vehicle ready for delivery prior to customers arrival. Part of the problem was that customers appointment was scheduled for 1:00, however they arrived around...
8:30 am since they had visited the Mall of America and spending the night, they were able to make it to dealership early. Tires were acceptable, at 6/32. Although vehicle was not in Excellent condition, it was in good condition for a vehicle priced at $3999, which was $500 less than Kelly Blue Book. This vehicle was reconditioned in last February, we had put in new brakes in addition to a checkover... after sitting on lot a few months, it is not unusual for dash lights to come on, especially after cold weather. ABS light on that could have been addressed if driven prior to customers arrival, which is our typical protocol. Its our understanding that salesperson was upfront about dent, dash and overall vehicle condition. Customer would not give us an opportunity to discuss and resolve the issues that developed with the vehicle that morning... we could have probably come to a resolution that would have made customer happy.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, nothing was said about a 1 PM arrival. We have saved text message correspondence from Thursday clearly indicating that we would be at the dealership on Friday morning. Regardless, we were driving 4-1/2 hours, checking the vehicle the morning we were arriving instead of before we made the agreement is ridiculous. Salesperson did tell us about dash, but NEVER indicated any mechanical issues that the employee who spoke with us that morning admitted he had discussed with her prior to agreement. Also no mention of AC & moon roof not working until we arrived. Yes, we were very mad that morning, but not once was any offer made to try and make things right. We also would not have had extra time or money to stay in the area additional days in order for vehicle to be repaired. Yes it was a 2004 and we did not expect it to be perfect, but it is still advertised on dealer's website as in excellent condition. That is what we were promised and what we expected.