Received at Revdex.com via email: Dave,I am for***ing the response to Ms***’s complaint that I received from Greg ***, the Service Manager at Spitzer MansfieldShould you need any additional information, please contact me.Larry ***Director of Management ServicesSpitzer
Management*** *** *** Subject: Consumer Complaint #*** Kristyn *** I received an email from Kristyn *** on Monday 06/asking me to call her about her vehicleIn the email she stated that all of her lug nuts were left loose on her jeepI called her first thing on Monday and she told me that she heard a noise at the front wheel and had the vehicle towed to a repair shop close to her homeThey called her the next day a told her that all four of her wheels were loose and that they had tighten them up for herDue to her statement that the lug nuts being loose on all wheels (which is highly unlikely) I asked her to bring the vehicle in so that we could look and make sure there was nothing else wrong with the vehicleShe agreed to bring it in on TuesdayTuesday morning when she brought it to us I asked her if we could have her vehicle for a couple hours to check out the work that we performed and supplied her with a free loaner vehicle for her to drive and she agreedThe check engine light was on and there was a update to fix the light and we performed that at no chargeThe tech had attempted to repair the check engine light on the original visitDue to the fact that the vehicle is a 2005, the original repair of a computer flash did not hold and had to be redoneThe tech contacted Chrysler for assistance with the repairThe tech noticed that the coolant bottle was not properly secured from repairs done from accident that the vehicle had been in at no chargeKristyn also stated that her wheel bearing were making noise, we drove the vehicle and were unable to determine the noise because her tires were also chopped and making noiseAfter diagnosing the vehicle for bad wheel bearings, the tech was unable to verify that the wheel bearings needed replacedThe noise she was hearing was from the “chopped” tiresWe didn’t want to replace and charge for wheel bearings if it would not correct the noise she was hearingAfter I reviewed the performed repairs and explained what was done to her car, including physically showing the condition of her tires, she asked me if I thought it was possible that somebody could have loosened her lug nuts because she was going through a divorceAll repairs that Mrs*** paid for have been completed. Thank YouGreg ***Service & Parts Director*** ext***
Ms*** was instructed to call the Service Manager, Greg ***, at the dealership for a possible solutionShe has yet to comply.Also, please provide me with the name of the repair shop that informed Ms*** that all wheels of her vehicle were looseA phone number and contact name would also assist me in verifying same.Larry ***
I am rejecting this response because:
I find it funny that Spitzer “escalated” this issue on July
10th after I filed my complaint on 07-08-Why wasn’t it “escalated”
before that? You would think there would have been something noted on the website that there
had been incorrect pricing with an apologyFrom 7-3-to 07-08-when I
checked daily I didn’t see anything like thatThis is really a sad situation since
you lost a customer While I
understand that I am only person and won’t make a difference to you or your
dealership but word of mouth goes a long way It may not have been your intention to mislead
potential customers but it didFor more than weeksIt can be sugar coated
all you want but it doesn’t change the fact that you were aware for weeks and
it wasn’t escalated until 07-10-If you think about it it’s like going to
the store and having something marked price and it rings up anotherThe
store would honor the price marked I
guess Spitzer isn’t that honorable regardless of their lossYou pay your
internet provider but look what it has cost youA Revdex.com complaint and a bad
name
I am rejecting this response because:
I am rejecting this response because:The service I paid for on 06/07/were not provided, or provided in a unsafe/unsatisfactory manner! J#1: rotate tires: Job completed unsafe, confirmed by my tires falling off my vehicleJ#2: Multi-Inspection: Was pointed out to you many things that were not addressed, corrected, and marked green on your safety inspection sheetJob was not done.J#3: lube oil and filter: Pointed out to you that their was used motor oil, or different oil in my car then stated, job was not confirmed as done. J#Auto Trans Concern: You state you could not find a problem, and yet you charged me for a flush and fluid changeI was unable to tell or verify this service was completedConfirmed the issue was not repaired when the transmission overtemp light came back on.J#Brake Concern: You state could not find a problem and performed a flashI'm not even sure what that is, but it was confirmed that it was not preformed because the light was still onJob A: supp shop supplies: This was not explained to me and I do not know what exactly I paid for. I spoke with you over the phone, yes I do realize it's highly unlikely that my lugs would come loose, but that's also why I would not have thought to check them, no where on my invoice does it advise me to check them, and I recieved no warning or information regarding the manner your techs use to preform services.You asked me to bring the car in to look at it, and I did that under the understanding that you wanted to identify where your mistakes were made, talk to your technicians, in order to correct any issues for future customersI told you that I had my car inspected at the service shop where it was towed to make sure it was safe to drive prior to moving the car anywhereIt was safe to drive prior to me bringing it in to youI pointed out things directly to you as to help you identify where the technician made mistakesSuch as my empty and loose coolant container, and let you know that he marked off that all fluids were checkedThat would have been impossible for him to check given the condition the coolant tank was inYou told me the repairs were actually completed after I brought the car in for you to "look at" and don't get me wrong I appreciate your efforts, but as I said to you that day, your shop said that same thing the first day when I paid for your services, and that was not true, the services I paid for were not completeI asked how was I supposed to what just trust you guys actually did it this time, and you agreed you didn't knowI drive my kids in this car, and I can't trust what you sayI would think that you could understand and you know that you admitted to your shop being at fault, and I can't trust my kids safety with you anymoreI would need to take the car elsewhere, or you would have had to let me stay and watch that thit jobs were actually preformedI do not see this any other way, then I had to take my car to another repair facility to have the services completed that you didn't doI should not have to pay for the services that I agreed to and trusted you to do! I was never asked if I wanted you to fix or complete anything when I brought it back, I only agreed to let you look at it. Job list1: tire rotation: unsafe service confirmed by tires came loose from vehicle2: inspection: unsafe, confirmed by having to have it done again, and many issues pointed out to youOil changed: unable to confirm, had service completed at another repair facilityTrans concern: unable to confirm, light remains on, unable to confirm fluid change complete, did not request fluid change5: brake Concern: unable to confirm complete, light remains on6: body electric Concern: unable to confirm complete, light remains onShop supplies: unable to confirm the nature of this charge PS: if you want to hear my car now the wheel bearings are changed, it is quiet as can be!
Initial Business Response /* (1000, 6, 2015/07/27) */
Spitzer Ontario has agreed to rescind the deal due to the confusion with the engineCustomer has returned vehicle
Larry W
Director
Initial Business Response /* (1000, 5, 2015/11/06) */
Received from the business on 11/5/via email:
Good morning David,
After reviewing MsC***'s complaint and receiving an explanation from Spitzer Ontario, I have discovered the following:
The vehicle was advertised on the web site
which includes all "cash" incentives and discountsBreakdown as follows;
MSRP $25,
DLR DISC
CHRYSREBATE #
CHRYSLER REBATE #
ADVERTISED PRICE $
In lieu of the Chrysler rebate #2, the customer may choose financing through Chrysler of 1.9% for monthsYou can't get BOTH incentivesThe deal was originally constructed with the $cash incentiveUnfortunately, the payment was more the MsC*** desiredThe deal was then changed to the special financing, deleting the cash incentiveBy doing this, the monthly payment was acceptable to MsC***
After delivery, it was discovered that, when making the change, the computer deleted the $Spitzer Ontario discountUpon discovery, the $was refunded to MsC***
Aric S***, Sales Manager, and Pam P***, MsC***'s sales rep, have explained the situation and how the deal was constructed to MsC***
Please scroll down to review the emails between MsC*** and the dealership
If I can be of additional assistance, please do not hesitate to contact me
Larry W***
Director
Spitzer Management, Inc
Phone: (***) ***
Fax: (***) ***
***
On Aug 03, 7:PM, Pam P*** wrote:
I will have them put it in the mail for you tomorrowHave a great day
Pam
On Aug 03, 7:PM, Joy C*** wrote:
Mail is fine*** ***Thanks
Joy
On Aug 3, 2015, at 5:PM, Pam P*** wrote:
HI Again,
I talked to Aric again for youHe said that is rightThe incentives from Chrysler are $at months to get the lower ratesThere are extra rebates on month financingThat is what we have advertised on our window and internet pricingHe showed me at the bottom of the page you sent you can see what it says about the rebatesI am sorry if that is confusingThe manufactures eliminate the big rebates if you take the lower interest ratesThey don't give you both
Did you want to stop in for your refund check or have us mail it to you and Brian?
Pam
On Aug 03, 1:PM, Joy C*** wrote:
Thank you for looking into thatHowever; I still don't think that amount is correctThe website quotes "spitzer price after dealer discount" and doesn't specify pertaining to rebatesI will attach a picAlso, the rate pertains to financing & is based on our creditWe would have qualified for that regardless of vehicle price
On Aug 3, 2015, at 1:PM, Pam P*** wrote:
HI Joy,
Thank you for letting me know that you had questions about your financingI had Aric, my sales manager take a look at the dealHe said we made a mistakeBy receiving the months 1.9% financing you do lose some of the rebates, but not our discountThe difference is $that we over charged youWe are having a check printed up for you to refund you the moneyWould you like us to mail it to you or would you like to stop by and pick it up?
I apologize for the mistake that was made
Pam P***
***
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The 1.9% financing is a Manufacturer's incentive, NOT a dealer incentiveHad I known prior to the sale that I would be charged to use this incentive, I would not have used it for the following reasons1)An incentive I am charged to use is h***ly an incentive at all & 2) I came to the dealership pre-approved from my Credit Union for a 3.75% interest rateTherefore; this also makes Spitzer's calculations pertaining to "money I was saved" incorrectI would also like to stress that none of this information was presented to me prior to the saleIf I had known I would be charged to use said incentives and/or would be charged the factory MSRP instead of the advertised "Spitzer Value Price", I would have chosen to purchase my vehicle elsewhere
Final Business Response /* (4000, 9, 2015/11/18) */
The consumer has the choice of a $rebate OR Month financing at a rate of 1.9%The payment for months at a rate, would have been approximately $per monthThis payment was not acceptable to MsC***By choosing the month term at a 1.9% finance rate, the payment dropped to approx$per monthAlthough she financed an additional $1250.00, the interest rate was 1.85% lower and the term was extended additional monthsThis IS a factory to consumer incentive.(The consumer MUST select term and rate or $rebate....cant receive both) The dealer did discount the car $and forwarded MsC*** a check in that amount and she also received a additional $factory incentive
If MsC*** still does not understand the specifics of her deal, I suggest she stops by the dealership for an explanationShe should request to speak to Aric S***
Dealership has agreed to install remote start on Mr***'s vehicle There will be no charge to Mr***Someone will be contacting him from the dealership to make arrangements for the install
Received at Revdex.com via email: Customer complaint #*** Good afternoon ***,Attached you will find a letter received from Stacy *** of Cox AutomotiveCox Automotive creates our
website which is hosted by Dealer Dot Com, Inc.The letter explains the chain of events that occurred with the incorrect lease pricing on the Jeep and the efforts that were made to get it correctedPlease note that Spitzer Mansfield notified Dealer Dot Com on June 30, of the errorThe dealership also followed up when the correction was not made immediatelyI have had discussion with Ms*** concerning the urgency to get corrections made immediately when they are discoveredDelays such as this are not acceptable, she agrees.Should you have any additional questions, please contact me. Larry ***Director ofManagement ServicesSpitzer Management
Initial Business Response /* (1000, 5, 2015/08/26) */
I have been advised that Mr. [redacted] traded his vehicle last week. The complaint is dated today 8/25/2015. Please advise.
Larry W.
Director
Spitzer Management
Initial Consumer Rebuttal /* (2000, 7, 2015/08/28) */
(The consumer indicated...
he/she ACCEPTED the response from the business.)
They did help me out buy taking my vehicle in on trade for payoff, which makes my wife happy that she got the power windows and locks that she wanted/ was promised. However I still lost a lot of money on the deal, but we are happy that they resolved the situation.
Received at Revdex.com via email: Dave,I am for***ing the response to Ms***’s complaint that I received from Greg ***, the Service Manager at Spitzer MansfieldShould you need any additional information, please contact me.Larry ***Director of Management ServicesSpitzer
Management*** *** *** Subject: Consumer Complaint #*** Kristyn *** I received an email from Kristyn *** on Monday 06/asking me to call her about her vehicleIn the email she stated that all of her lug nuts were left loose on her jeepI called her first thing on Monday and she told me that she heard a noise at the front wheel and had the vehicle towed to a repair shop close to her homeThey called her the next day a told her that all four of her wheels were loose and that they had tighten them up for herDue to her statement that the lug nuts being loose on all wheels (which is highly unlikely) I asked her to bring the vehicle in so that we could look and make sure there was nothing else wrong with the vehicleShe agreed to bring it in on TuesdayTuesday morning when she brought it to us I asked her if we could have her vehicle for a couple hours to check out the work that we performed and supplied her with a free loaner vehicle for her to drive and she agreedThe check engine light was on and there was a update to fix the light and we performed that at no chargeThe tech had attempted to repair the check engine light on the original visitDue to the fact that the vehicle is a 2005, the original repair of a computer flash did not hold and had to be redoneThe tech contacted Chrysler for assistance with the repairThe tech noticed that the coolant bottle was not properly secured from repairs done from accident that the vehicle had been in at no chargeKristyn also stated that her wheel bearing were making noise, we drove the vehicle and were unable to determine the noise because her tires were also chopped and making noiseAfter diagnosing the vehicle for bad wheel bearings, the tech was unable to verify that the wheel bearings needed replacedThe noise she was hearing was from the “chopped” tiresWe didn’t want to replace and charge for wheel bearings if it would not correct the noise she was hearingAfter I reviewed the performed repairs and explained what was done to her car, including physically showing the condition of her tires, she asked me if I thought it was possible that somebody could have loosened her lug nuts because she was going through a divorceAll repairs that Mrs*** paid for have been completed. Thank YouGreg ***Service & Parts Director*** ext***
Ms*** was instructed to call the Service Manager, Greg ***, at the dealership for a possible solutionShe has yet to comply.Also, please provide me with the name of the repair shop that informed Ms*** that all wheels of her vehicle were looseA phone number and contact name would also assist me in verifying same.Larry ***
I am rejecting this response because:
I find it funny that Spitzer “escalated” this issue on July
10th after I filed my complaint on 07-08-Why wasn’t it “escalated”
before that? You would think there would have been something noted on the website that there
had been incorrect pricing with an apologyFrom 7-3-to 07-08-when I
checked daily I didn’t see anything like thatThis is really a sad situation since
you lost a customer While I
understand that I am only person and won’t make a difference to you or your
dealership but word of mouth goes a long way It may not have been your intention to mislead
potential customers but it didFor more than weeksIt can be sugar coated
all you want but it doesn’t change the fact that you were aware for weeks and
it wasn’t escalated until 07-10-If you think about it it’s like going to
the store and having something marked price and it rings up anotherThe
store would honor the price marked I
guess Spitzer isn’t that honorable regardless of their lossYou pay your
internet provider but look what it has cost youA Revdex.com complaint and a bad
name
I am rejecting this response because:
I am rejecting this response because:The service I paid for on 06/07/were not provided, or provided in a unsafe/unsatisfactory manner! J#1: rotate tires: Job completed unsafe, confirmed by my tires falling off my vehicleJ#2: Multi-Inspection: Was pointed out to you many things that were not addressed, corrected, and marked green on your safety inspection sheetJob was not done.J#3: lube oil and filter: Pointed out to you that their was used motor oil, or different oil in my car then stated, job was not confirmed as done. J#Auto Trans Concern: You state you could not find a problem, and yet you charged me for a flush and fluid changeI was unable to tell or verify this service was completedConfirmed the issue was not repaired when the transmission overtemp light came back on.J#Brake Concern: You state could not find a problem and performed a flashI'm not even sure what that is, but it was confirmed that it was not preformed because the light was still onJob A: supp shop supplies: This was not explained to me and I do not know what exactly I paid for. I spoke with you over the phone, yes I do realize it's highly unlikely that my lugs would come loose, but that's also why I would not have thought to check them, no where on my invoice does it advise me to check them, and I recieved no warning or information regarding the manner your techs use to preform services.You asked me to bring the car in to look at it, and I did that under the understanding that you wanted to identify where your mistakes were made, talk to your technicians, in order to correct any issues for future customersI told you that I had my car inspected at the service shop where it was towed to make sure it was safe to drive prior to moving the car anywhereIt was safe to drive prior to me bringing it in to youI pointed out things directly to you as to help you identify where the technician made mistakesSuch as my empty and loose coolant container, and let you know that he marked off that all fluids were checkedThat would have been impossible for him to check given the condition the coolant tank was inYou told me the repairs were actually completed after I brought the car in for you to "look at" and don't get me wrong I appreciate your efforts, but as I said to you that day, your shop said that same thing the first day when I paid for your services, and that was not true, the services I paid for were not completeI asked how was I supposed to what just trust you guys actually did it this time, and you agreed you didn't knowI drive my kids in this car, and I can't trust what you sayI would think that you could understand and you know that you admitted to your shop being at fault, and I can't trust my kids safety with you anymoreI would need to take the car elsewhere, or you would have had to let me stay and watch that thit jobs were actually preformedI do not see this any other way, then I had to take my car to another repair facility to have the services completed that you didn't doI should not have to pay for the services that I agreed to and trusted you to do! I was never asked if I wanted you to fix or complete anything when I brought it back, I only agreed to let you look at it. Job list1: tire rotation: unsafe service confirmed by tires came loose from vehicle2: inspection: unsafe, confirmed by having to have it done again, and many issues pointed out to youOil changed: unable to confirm, had service completed at another repair facilityTrans concern: unable to confirm, light remains on, unable to confirm fluid change complete, did not request fluid change5: brake Concern: unable to confirm complete, light remains on6: body electric Concern: unable to confirm complete, light remains onShop supplies: unable to confirm the nature of this charge PS: if you want to hear my car now the wheel bearings are changed, it is quiet as can be!
Initial Business Response /* (1000, 6, 2015/07/27) */
Spitzer Ontario has agreed to rescind the deal due to the confusion with the engineCustomer has returned vehicle
Larry W
Director
Initial Business Response /* (1000, 5, 2015/11/06) */
Received from the business on 11/5/via email:
Good morning David,
After reviewing MsC***'s complaint and receiving an explanation from Spitzer Ontario, I have discovered the following:
The vehicle was advertised on the web site
which includes all "cash" incentives and discountsBreakdown as follows;
MSRP $25,
DLR DISC
CHRYSREBATE #
CHRYSLER REBATE #
ADVERTISED PRICE $
In lieu of the Chrysler rebate #2, the customer may choose financing through Chrysler of 1.9% for monthsYou can't get BOTH incentivesThe deal was originally constructed with the $cash incentiveUnfortunately, the payment was more the MsC*** desiredThe deal was then changed to the special financing, deleting the cash incentiveBy doing this, the monthly payment was acceptable to MsC***
After delivery, it was discovered that, when making the change, the computer deleted the $Spitzer Ontario discountUpon discovery, the $was refunded to MsC***
Aric S***, Sales Manager, and Pam P***, MsC***'s sales rep, have explained the situation and how the deal was constructed to MsC***
Please scroll down to review the emails between MsC*** and the dealership
If I can be of additional assistance, please do not hesitate to contact me
Larry W***
Director
Spitzer Management, Inc
Phone: (***) ***
Fax: (***) ***
***
On Aug 03, 7:PM, Pam P*** wrote:
I will have them put it in the mail for you tomorrowHave a great day
Pam
On Aug 03, 7:PM, Joy C*** wrote:
Mail is fine*** ***Thanks
Joy
On Aug 3, 2015, at 5:PM, Pam P*** wrote:
HI Again,
I talked to Aric again for youHe said that is rightThe incentives from Chrysler are $at months to get the lower ratesThere are extra rebates on month financingThat is what we have advertised on our window and internet pricingHe showed me at the bottom of the page you sent you can see what it says about the rebatesI am sorry if that is confusingThe manufactures eliminate the big rebates if you take the lower interest ratesThey don't give you both
Did you want to stop in for your refund check or have us mail it to you and Brian?
Pam
On Aug 03, 1:PM, Joy C*** wrote:
Thank you for looking into thatHowever; I still don't think that amount is correctThe website quotes "spitzer price after dealer discount" and doesn't specify pertaining to rebatesI will attach a picAlso, the rate pertains to financing & is based on our creditWe would have qualified for that regardless of vehicle price
On Aug 3, 2015, at 1:PM, Pam P*** wrote:
HI Joy,
Thank you for letting me know that you had questions about your financingI had Aric, my sales manager take a look at the dealHe said we made a mistakeBy receiving the months 1.9% financing you do lose some of the rebates, but not our discountThe difference is $that we over charged youWe are having a check printed up for you to refund you the moneyWould you like us to mail it to you or would you like to stop by and pick it up?
I apologize for the mistake that was made
Pam P***
***
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The 1.9% financing is a Manufacturer's incentive, NOT a dealer incentiveHad I known prior to the sale that I would be charged to use this incentive, I would not have used it for the following reasons1)An incentive I am charged to use is h***ly an incentive at all & 2) I came to the dealership pre-approved from my Credit Union for a 3.75% interest rateTherefore; this also makes Spitzer's calculations pertaining to "money I was saved" incorrectI would also like to stress that none of this information was presented to me prior to the saleIf I had known I would be charged to use said incentives and/or would be charged the factory MSRP instead of the advertised "Spitzer Value Price", I would have chosen to purchase my vehicle elsewhere
Final Business Response /* (4000, 9, 2015/11/18) */
The consumer has the choice of a $rebate OR Month financing at a rate of 1.9%The payment for months at a rate, would have been approximately $per monthThis payment was not acceptable to MsC***By choosing the month term at a 1.9% finance rate, the payment dropped to approx$per monthAlthough she financed an additional $1250.00, the interest rate was 1.85% lower and the term was extended additional monthsThis IS a factory to consumer incentive.(The consumer MUST select term and rate or $rebate....cant receive both) The dealer did discount the car $and forwarded MsC*** a check in that amount and she also received a additional $factory incentive
If MsC*** still does not understand the specifics of her deal, I suggest she stops by the dealership for an explanationShe should request to speak to Aric S***
Dealership has agreed to install remote start on Mr***'s vehicle There will be no charge to Mr***Someone will be contacting him from the dealership to make arrangements for the install
Received at Revdex.com via email: Customer complaint #*** Good afternoon ***,Attached you will find a letter received from Stacy *** of Cox AutomotiveCox Automotive creates our
website which is hosted by Dealer Dot Com, Inc.The letter explains the chain of events that occurred with the incorrect lease pricing on the Jeep and the efforts that were made to get it correctedPlease note that Spitzer Mansfield notified Dealer Dot Com on June 30, of the errorThe dealership also followed up when the correction was not made immediatelyI have had discussion with Ms*** concerning the urgency to get corrections made immediately when they are discoveredDelays such as this are not acceptable, she agrees.Should you have any additional questions, please contact me. Larry ***Director ofManagement ServicesSpitzer Management
David,The misprint was created by Dealer.com and has now been corrected.Larry [redacted]Spitzer Management
Initial Business Response /* (1000, 5, 2015/08/26) */
I have been advised that Mr. [redacted] traded his vehicle last week. The complaint is dated today 8/25/2015. Please advise.
Larry W.
Director
Spitzer Management
Initial Consumer Rebuttal /* (2000, 7, 2015/08/28) */
(The consumer indicated...
he/she ACCEPTED the response from the business.)
They did help me out buy taking my vehicle in on trade for payoff, which makes my wife happy that she got the power windows and locks that she wanted/ was promised. However I still lost a lot of money on the deal, but we are happy that they resolved the situation.