5/18/2015
[redacted],
On 4/8/2014 Mr. [redacted] entered into a purchase agreement with a new vehicle. When completing the paperwork for that purchase Mr. [redacted] was presented with a menu of options to purchase as aftermarket products. He selected the Mopar extended service contract at that time....
Mr. [redacted] at that time stated that the only day to guarantee the price offered was that day. Mopar service contracts do not impose a surcharge until 12 months or 12,000 miles, whichever comes first. That surcharge is $100.00. The only other pricing action that can occur would be if Mopar would have a price increase on that product. While what Mr. [redacted] stated was not technically incorrect he should have clarified that the only risk is that there could be a price increase.
I personally spoke with Mr. [redacted] on Saturday May 16th. This was the first time I had learned he had any issue with the process. At that time I apologized to Mr. [redacted] and stated that I would look into the matter on Monday the 18th. What I do know is that we process cancellations once a month and that he had requested a cancellation on the 8th of April. As the conversation continued I did some more investigating on the Mopar dealer website and elected to cancel the service contract while I was on the phone with Mr. [redacted]. I proceeded to cancel the contract he chose at the time of vehicle purchase and informed him of that. I stated that I felt he would receive a refund check within 2 weeks.
When I spoke with Mr. [redacted] he stated that he would be able to purchase the Mopar service contract elsewhere for less money. I do not dispute that. As a company in the retail sales business there may be other offers that may be more competitive at time. Just as we may be more competitive at times that other offers whether it is on a vehicle or other products.
When I ended the phone call with Mr. [redacted] I was under the understanding I had satisfied his issues he had stated to me at that time. If there were other matters he would have liked to discuss I would have been more than happy to do that and come to a resolution.
[redacted]
5/18/2015
[redacted],
On 4/8/2014 Mr. [redacted] entered into a purchase agreement with a new vehicle. When completing the paperwork for that purchase Mr. [redacted] was presented with a menu of options to purchase as aftermarket products. He selected the Mopar extended service contract at that time....
Mr. [redacted] at that time stated that the only day to guarantee the price offered was that day. Mopar service contracts do not impose a surcharge until 12 months or 12,000 miles, whichever comes first. That surcharge is $100.00. The only other pricing action that can occur would be if Mopar would have a price increase on that product. While what Mr. [redacted] stated was not technically incorrect he should have clarified that the only risk is that there could be a price increase.
I personally spoke with Mr. [redacted] on Saturday May 16th. This was the first time I had learned he had any issue with the process. At that time I apologized to Mr. [redacted] and stated that I would look into the matter on Monday the 18th. What I do know is that we process cancellations once a month and that he had requested a cancellation on the 8th of April. As the conversation continued I did some more investigating on the Mopar dealer website and elected to cancel the service contract while I was on the phone with Mr. [redacted]. I proceeded to cancel the contract he chose at the time of vehicle purchase and informed him of that. I stated that I felt he would receive a refund check within 2 weeks.
When I spoke with Mr. [redacted] he stated that he would be able to purchase the Mopar service contract elsewhere for less money. I do not dispute that. As a company in the retail sales business there may be other offers that may be more competitive at time. Just as we may be more competitive at times that other offers whether it is on a vehicle or other products.
When I ended the phone call with Mr. [redacted] I was under the understanding I had satisfied his issues he had stated to me at that time. If there were other matters he would have liked to discuss I would have been more than happy to do that and come to a resolution.
[redacted]