Taylor's Cutaways & Stuff

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Sorry for the delay, let me address all the points made by Mike J in his reply.Point 1: Please accept this email as response to the customer's concern regarding his recent vehicle purchase. We do appreciate every customer's business, and do appreciate that he drove 90 minutes to purchase a vehicle from us, which is not uncommon based on the often 'below market pricing' featured in our internet special pricing.ANSWER: Let's not bring price into the picture considering that the minivan was advertised as $17900 on Cecconi's website but I will end up paying $21000+ when all is said and done even with a $4k downpayment.  And that's not interest related either as my rate is 3.9%.  Regular math doesn't work the same way as car dealer math.Point 2: In order to attempt to avoid him having to return to the dealership to address a concern with brake noise, the dealership pre-authorized the customer to spend up to $450 to have his concerns addressed at a local dealership, along with committing several [redacted] interior cleaning gift cards to rectify his concern with the interior cleaning. Given that no concerns related to safety or New York state inspection, the reimbursement offer was simply an outreach in order to satisfy the customer.ANSWER: "A concern with brake noise" ended up being the brakes were installed INCORRECTLY.  That's not a concern, that is an actual issue.  [redacted]e showed me where the brakes were wearing incorrectly and in fact I still have the evidence.  You DID NOT pre-authorize me to spend up to $450, you said I should check with Shawn R because your price for repair would have been $300 tops.  I called him back when [redacted]e called me with the price but he was unavailable.  Then when he called me back, I was unavailable.  I approved the repair of $330.41 with [redacted]e because I needed the van repaired by that weekend (this was on 2015-07-10).  Keep in mind that my original complaint was for the cost of the brake repair (unknown at the time) PLUS the $149 GPS upgrade which your salesperson said I didn't need to do because "it updates automatically."  When you say several [redacted] interior cleaning gift cards, I received two 10 minute interior cleaning gift cards, which say they will work for vans even though [redacted]'s site says to add $2.49 plus 5 minutes to the base cost of $12.99).  So let's say the gift cards you sent me are worth $15.  Two of them means $30.  I'm still out a $99 (plus tax) cost of the complete interior detailing from their website.  That's still $60+ out of my pocket for something that should have been done before the vehicle was turned over to me.  This cost can be verified on their website.  I read "Given that no concerns related to safety or New York state inspection, the reimbursement offer was simply an outreach in order to satisfy the customer." as "regardless of any actual brake problems caused by our install or our lack of mechanically checking the brakes, we tried to shut the customer up as cheaply as possible."Point 3: In addition to our service manager's contact information. the customer also was provided with the cell phone number for the store general manager. The customer did not speak to the store service director or call the store manager to discuss any increased price.ANSWER: Correct, I did have your cell phone number, and called and spoke with you several times.  For the day of the repair, you told me to call Shawn R as you were out that day.  So I called him and left messages and didn't bother you.  I certainly could have but it was your day off.  If Shawn or you had provided Shawn's cell phone number, I could have called him as well.  Nearly every time I called for him, Cathy at your front desk said he was in meetings.  But wait, earlier in your paragraph, you said "the dealership pre-authorized the customer to spend up to $450 to have his concerns addressed at a local dealership" so then why the "The customer did not speak to the store service director or call the store manager to discuss any increased price."'?  How about being proactive and contacting the other dealership yourself and working out a deal instead of leaving me in the middle?  If you had done that and negotiated a lower price, I would have accepted that.  But gee, maybe there's a reason why another dealership won't return your calls?Point 4: In response to his statements regarding not receiving return calls, or lies, it is accurate that he called immediately prior to the July 4th holiday weekend, and that I did reply to him via email that our response would take several days, which it did. Any reference that this  customer has makes about being lied to is completely inaccurate. What is accurate is that the check was cut for $400 in error, and that the [redacted] gift cards were not sent with the letter. Both errors were corrected the next day, after the customer left an obscenity laced phone message on the cell phone of the store general manager.ANSWER:  I had to try to call you and reach out to you FAR FAR more than I received calls or updates from your dealership.  When trying to rectify a customer service issue, the customer shouldn't have to keep calling back to try to chase down his reimbursement, that's bad customer service.  Oh really?  So when I called Shawn on 2015-07-13 and was told the check for $450 plus several vouchers would go out that week and they hadn't even been MAILED when I called on 2015-07-20, that wasn't a LIE, that was just a mistake?  It apparently takes the SERVICE MANAGER of a dealership more than a week (and two tries) to get a check cut for the accurate amount to a dissatisfied customer? So the check was cut in error for $400 when I had been told $450 by both yourself, the General Manager, and Shawn [redacted], the Customer "Service" Manager?  Between the two of you, I heard the $450 amount at least 3 times.  So that's some major error that $50 was randomly left off the check as well as no vouchers were mailed.  The impossible thing that we'll never find out is, was the $50 check plus two vouchers that don't cover the service I paid for, were they sent out after I left my angry voicemail or before?Point 5: Both errors were corrected the next day, after the customer left an obscenity laced phone message on the cell phone of the store general manager.ANSWER: I absolutely own up to this, I should know better than to make an angry phone call.  I DID leave an obscenity laced voicemail for you when I received a check for the incorrect amount.  And I did receive the check for $50 along with two basic interior cleaning vouchers the next day.  I should not have cursed and should have just left a frustrated message, that is my fault.Point 6: The customer should be in receipt of both the $450 and the gift certificates within a day or two.ANSWER: Yes, I do have a check for $400, a check for $50, and two basic interior cleaning [redacted] gift certificates (which together don't total up to the cost of the full interior detailing which removed the pet fur and other crud I found in the vehicle, including some chewed gum).  I thank you for that, I think, I suppose it's better than nothing.BUT, and this is a big BUT, this still doesn't cover the $149.99 cost of the GPS upgrade on Chrysler's site OR the amount of time and hassle I've put into this case.  I  shouldn't have to get the media and the Revdex.com involved over something like this.  With the reimbursement as it stands, I STILL have to pay for the GPS upgrade out of pocket even though Jerrica D, your salesperson, told me twice that there's nothing to update and it updates automatically.  If you had covered this or at least offered to cover $100 of it, I could understand you saying that you've done all you can to make this right.  As it stands, you have not and have still left a dissatisfied customer.  In one of our earliest conversations, before I went to [redacted]e to get the brakes looked at, you told me that the highest you were willing to go was "$450 plus several vouchers" and I had told you even then that doesn't cover all the costs.  I'll never buy a car at Cecconi's again.In the long run, I am sure you believe this issue to be resolved with a satisfactory outcome.  I do not, issues were not resolved until I chased after them repeatedly over the course of a month and at the end of it, I will still need to pay out of pocket for GPS updates and the full interior detailing that I already paid for.  That's another $60 + $149.99 = $209.99 that I consider unresolved.
Oh and by the way, none of this has addressed the issue of the previous customer's private information being in the GPS system, including their home address.  That is a breach of customer data since you are supposed to wipe that out of the GPS.  There was also no attempt to send me instructions on how to wipe out the GPS so you could at least say you left the ball in my court.  That's a callous disregard for customer data.
Regards,

We have reached out to the customer to discuss their concerns with truck they purchased in September. To our knowledge they have not expressed any concerns to management regarding sales or service in the seven months since they purchased the vehicle, and our records do not show any service history...

on the vehicle since that time. Please contact Mike at [redacted] or Shawn at [redacted] with any additional concerns.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The case is easy to resolve, dealership could refund me $113.40 that they charged me for the work not performed correctly, I supplied pictures that clearly demonstrate my claim and the dealership lies. As for me calling the dealership or accepting credit toward future repairs, that is out of question, as mentioned before I will not go near that dealership with a 109 foot pole.Regards,[redacted]