Tempe Dodge KIA

On 9/28/2016 my wife & I went to Tempe Kia with the printout of a 2014 Kia Sorento they had listed for sale on their website. It had all the expected information, (stock number, Vin, mileage, price, etc). The first salesman, (Jason), claimed he couldn't find the vehicle and tried to sell us a different 2014 with more miles and a higher price. We said no, we wanted the one they advertised. Then he decided that one was not actually "for sale" yet because it hadn't gone through inspection or "prep". Then a second salesman comes out and tries to sell us a 2016. Again, we said no, we one the one you advertised & showed him the printout. He also stated it wasn't actually "for sale" yet and when it was, it would be for a higher price than what was published. I told him that was classic "bait-and-switch" and that they had to sell the car for the published price. He left and a 3rd salesman came over as we were getting ready to leave & tried to sell us a 3rd car. They would not allow us to buy, or even see the advertised car. We even offered to put a deposit on the car so when it came out of inspection we could purchase it & they refused.

I have already filed a complaint with Revdex.com and Kia corporate. When I was on the phone with Kia, they went to the website and looked to see if the car was still there. It was there but the price had gone up $3100.00 from the previous day. The ad now states: "was $15.848, NOW $18,987". What kind of it does that? Kia couldn't believe it either.

I am a very happy Kia owner and have had 3 so far so I am not holding any of this against Kia, it is all the shady dealings of this dealership.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. When I took my vehicle in for service on the day in question, there was no damage to my vehicle, when I received my vehicle back, the airbag/cover was damaged. Just because they weren't working on that specific area of my jeep, doesn't mean they couldn't have inadvertently caused this damage. I think they know they damaged my vehicle, this is why they never contacted me back when they told me they would. 

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We are rejecting the response from Tempe Kia for the same reasons stated in the original complaint. We are not complaining because the part is out of warranty but because the same major part from the manufacturer failed after 29,832 miles and again now after 25,082 miles.That it had a 12,000 / 12month warranty sounds like that was all the company expected it to last. That is completely unacceptable in a major auto brand. We expect it to be fixed at no charge.

Regards,[redacted]

1-22-2014

Lyndsey Mullens

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014

Complaint

ID# [redacted]

Dear Ms. Mullens,

We have read Mr. [redacted]’s letter. We feel that we

explained our position in full in our initial response and do not have anything

to add. As we previously stated, had Mr. [redacted] inspected his engine oil

level regularly, he would have realized the need to add oil which would have

avoided the eventual major engine failure of his vehicle. Additionally, he

neglected to change the engine oil at the recommended interval of 3,000 miles

which would have been by 69,924 miles. If he had changed the engine oil at this

time, it is unlikely that his engine would have suffered a major failure at

70,823 miles. The extended service warranty company disallowed his claim

because of his lack of oil level inspection, which reiterates our position that

this is a failure by the customer to properly maintain their vehicle. We regret

this unfortunate event but we in no way contributed to the mechanical failure

of his engine.

We dealt with Tempe Dodge for 10 hours over a vehicle. After agreeing to a price and completing the paperwork, we were getting ready to sign the paperwork when we were told the vehicle was a special purchase and already was sold. This dealership could not figure out one of their vehicles had been sold for 10 hours. Very unprofessional. Will not go back and would not recommend them to anyone.

Tell us why here...see atached

RE: ID #[redacted]To Whom It May Concern,This letter is in response to the complaint filed by [redacted] in regards to the fact that his RAM 1500 pickup needed transmission repairs on 14 April 2015. [redacted] states that we had changed his transmission...

fluid in January 2015 which is not the case. We changed the transmission fluid as well as the engine oil on 1 February 2014 on our Repair Order #[redacted]. The cost of the work performed was $206.60. The mileage was 101,390 at that time. I am enclosing a copy of that Repair Order for you to see.[redacted] first came to the dealership for a routine Engine Oil Change on 20 July 2013 when his vehicle had 84,488 miles. The last time we changed the engine oil on his vehicle was on 12 February 2015 when the truck had 134,894 miles. I am assuming that he is misremembering which service was for the transmission fluid change (1 February 2014) and the last engine oil change (12 February 2015).[redacted] drove his vehicle over 33,500 miles in just over one year which is approximately 2,750 miles per month. He does not say how many miles were on the truck when the transmission failed in April 2015, but I estimate that it was over 140,000 miles. As you can see, we changed the transmission fluids nearly 15 months earlier and 40,000 miles before he repaired his transmission on 15 April 2015.As to the claim that since the transmission fluid was thick and black, that is completely normal when the torque converter fails. We cannot be completely certain if this was the case or not since we had no opportunity to see the transmission prior to it being repaired, however, we assume that this is what most likely happened to his truck.[redacted] goes on to explain that he did not have the money for the repairs and that he “did not have good credit” so he basically had to search for a repair facility that would allow him to make monthly payments. Again, because we never saw the transmission, we have no way of knowing if Advanced Transmission’s charge of nearly $2,000 was a good value or not for [redacted]. He does say that he is very happy with both the work performed by [redacted] and the financial arrangements that they made with him to repay them for the work performed.[redacted] has a 2011 RAM 1500 pickup with approximately 140,000 miles that needed a transmission repair. This is not our fault in any way or because of any negligence on our part as he suggests. Tempe Dodge has no liability at all to either perform transmission repairs or pay another service facility to repair [redacted]’s vehicle. We respectfully refuse to pay him $1,985.40 that he paid to fix his vehicle.                                                                                                                                                                                                                                                              Sincerely, [redacted], GM

This letter is in response to Mr. [redacted]’s concerns about his 2014 Jeep Grand Cherokee. We have taken his concerns very seriously and have performed repairs to address those concerns under the guidelines established by Jeep. As a franchised dealership we must follow the diagnosis and repair...

guidelines set forth by Chrysler Corporation. 

For example, we cannot remove all of the interior trim of a vehicle and add foam tape to the body without justified reasons. We are solely permitted to remove panels and perform repairs only for an active rattle. Our service advisor, [redacted] Cox, test drove the vehicle with Mr. [redacted] was under the impression that the issue with the rattles had been resolved. I see that he states that there are still rattles coming from the rear of the vehicle and the lift gate. We will be more than happy to take another look at the vehicle and drive it with Mr. [redacted] to try to isolate the problem.

As to the problem with a check engine light coming on several times, there are many situations that can trigger the Check Engine light. We use the latest diagnostic equipment available to find the root cause and correct it. As per the manufacturer, we are first to update all modules, reset the light and drive the vehicle, which resulted in the first repair. Then the check engine light came back on with a code showing an evaporative leak at the fuel tank. We proceeded to replace the tank, reset the light, and drove the vehicle. When the check engine light came on for the third time, we had a completely different code arise which was for the crankshaft sensor. There are, however, too many parts that can set a check engine light (including leaving a gas cap loose), and each component needs to be checked separately. Unfortunately we must deal with Check Engine light situations one at a time because there are so many variables involved.

As far as Mr. [redacted]’s desired resolution of getting another like vehicle to replace his current vehicle, that decision rests solely with Chrysler Corporation and their determination on whether Mr. [redacted]’s vehicle would qualify as a lemon under the Lemon Law. If this is the course he chooses, he must contact Chrysler directly. All the pertinent information is included in the owner’s packet.

Meanwhile, we will be glad to assist Mr. [redacted] with any of his concerns with his vehicle. He has been a loyal customer and we want to do our best to resolve the issues with his vehicle.

Sincerely,[redacted]

[redacted], I am sorry for the confusion about the $25 gift card offer on our website. I went into the system and I could not find your name listed as having registered for the offer. The whole system is automated and pretty simple actually. I am sorry the [redacted] did not walk you through the...

process. Please go onto the website and register and I will follow up and get the card issued to you. This is all handled by a third party company, not by us here at the dealership. Please email me at [redacted] when you have registered and I will make sure you get the card. Thanks, [redacted]

The wheels were in perfect condition until after the 2 rear tires were replaced. They are not "scratches". They are gouged and scarred up deep into the metal. I have had to talk to several employees due to getting no response to my messages or emails. This is not a scratched fender. These are...

damaged wheels done due to the negligence and lack of training by a Tempe Dodge employee. I am not asking for a new car. I'm asking that the damaged wheels be replaced. Mike P[redacted] already agreed to replace them and admits he changed his mind only after finding out the cost on the wheels. The "company" he refers to only does touch up paint that will wash or wear off. It is not the correct way to attemp a fix on these wheels. You can even see they were not previously damaged in the Tempe Dodge ad pictures when they were advertising the car. When I asked Mike if I let them "repair" the wheels and am not happy with the results would he then replace them. He would not give me an answer. I still believe replacing the wheels is the correct way to remedy this situation they caused and have fought not to do. I'm not asking for a new car. I am asking for 2 new wheels and the correct Perelli Nero Zero A/S tires

We will repair the wheels. We will not replace the wheels. The wheel repair company does a great job and we have used them for 9 years with very satisfactory results. They have repaired many wheels that were far worse than the minor cosmetic scratches on your wheels. You appear to have your mind made up before the are repaired. Our offer to repair and not replace the wheels stands. That is what we are willing to do.

1-13-2014

 

 

Lyndsey Mullens

Revdex.com

4428 N. 12th Street

Phoenix AZ 85014

 

Complaint ID# [redacted]

 

Dear Ms Mullens:

 

We are in receipt of this customer’s complaint and will respond in...

the following statement.  Our response is prefaced by the requirement of every automotive manufacturer in the world that owners of automobiles check their engine oil at certain intervals.  Most manufacturers suggest that oil level inspection be done at every fueling.  Some manufacturers have different inspection times but all vehicles require some sort of inspection at some point on a routine basis.  That means for most vehicles a weekly or by-weekly oil inspection depending on how many miles are being driven.  Even with little driving and extended no driving times the owner has the responsibility to inspect their engine’s oil level just like they would the water level, tire pressure, and other maintenance items.

 

With respect to Mr. [redacted]’s complaint he admits he did not have any lights on when he left our facility in May and no lights appeared until his August 26th visit with our service department.  On that date we found the “check engine light” on.  After inspection and computer analysis of the emissions system it was determined there was a history code for a small vacuum leak.  Since history codes are not active we cleared the code, turned off the check engine light and asked the customer to return if the check engine light came back on.  We did not perform any other inspections at that time.

 

In December we did confirm the oil level was at ½ quart and the “engine oil” light was on.  The engine oil light is very different than the check engine light.  The engine oil light indicates a serious issue with the engine oil pressure and requires immediate shut down of the engine and the vehicle be towed to the nearest dealer. Mr. [redacted] did not shut the engine down but continued driving with the engine oil light on. We do not know how long it was driven with so little oil but it should not have been driven at all.  If Mr. [redacted] had taken time to read the owners manual he would have discovered how critical immediate engine shut down would become.

 

The fact that Mr. [redacted] did not inspect his oil level, allowed his oil level to fall below the recommended oil level and continued to drive the vehicle with the engine oil light on suggests to us that this is clearly neglect by Mr. [redacted].  If his warranty contract holder disallowed his claim because of his lack of oil level inspection, that reiterates our position that this is a failure by the customer to properly maintain their vehicle.  We will assume no responsibility for this unfortunate event and therefore will not participate in any suggested adjustment.

Today is August 1st, 2016.......This date is significant because, On June 18th, 2016, I referred my son-in-law to Tempe Chrysler Dodge Ram dealership to purchase a 2016 vehicle from William "Bill" Va[redacted] - salesman who promised a referral fee of $200. This referral fee amount, $200, was the consistent amount for the 3 times before that I referred my sister-in-law, my wife, and son to this same dealership, until June 18th, 2016! After several calls to William "Bill" Va[redacted] and his manager - Shane, a visit back down to the dealership to speak with another manager - Greg, who left messages for the manager - Shane, and emails to the General Manager - Mike B[redacted], I have still not received the $200 referral fee promised by William "Bill" Va[redacted] on June 18th, 2016! After 20+ years as a College Professor in The Business & Information Technology Department, I have not been mislead by an organization like I have by this dealership! My ALERT to ALL POTENTIAL CUSTOMERS IS, "DO NOT DO BUSINESS WITH TEMPE CHRYSLER JEEP DODGE RAM!" They will not live up to what they tell you they will do! As customers, we have a choice where we bring our business and when you are not valued as a customer, you take your business to other businesses that appreciate you! Be VERY VERY CAREFUL WHEN YOU DO BUSINESS WITH THIS DEALERSHIP, THEY ARE NOT TRUSTWORTHY!!!

We sold this vehicle in November 2104 with about 3,000 miles on the odometer. Nearly 10 months and 16,000 miles of driving later we were informed of the crack in the transmission. Although we did not feel that the crack in the transmission was present when we sold the vehicle, we decided to help...

out the customer and we replaced the transmission at no charge to her. She has her vehicle back and this should close the issue. Thanks for your time. ?

Tell us why here... The Kia service manager spoke with Kia this AM before this response and we made our argument for the customer and Kia has agreed to pay for the part and we the dealer will perform the replacement for our cost approx 100.00 customer was contacted by Kia service manger and customer will get back to him as to when to proceed. We acted as a advocate for our customer and we feel Kia made the correct response in offering some goodwill for our customer.

I brought my 2005 Dodge Ram truck in for the airbag recall a couple of weeks ago. They did replace that as part of the recall. When I got the truck back, a couple of days later when driving the truck, the airbag light would flash on, ding and then go off. This happened periodically when driving. I called them back and they had me bring it back in. I did that on Monday 7/27/2015. I got a call later in the day that they had been in an accident with my truck in their parking lot. They said they scraped up against a flat bed tow truck and had "scratched" the front passenger fender. It was going to take a day or 2 to fix that and then they would continue to work on the airbag issue. I got a call back from them at the end of the day saying they would need about another week to get the truck fixed. I asked why and wanted pictures sent to me. They said it was just going to take longer and they would send me the pictures. I never received any pictures after calling back to ask again and I decided to drop in and just see for myself. I went in there after work and found out that the truck had to be sent to a body shop in [redacted] as they didn't have a body shop - first off that makes me mad as they never disclosed that they were driving it off their lot. Then they gave me the body shops card and I called them. I found out that the damage was so bad that they had to have a fender ordered to replace the one they crashed and that the front passenger door was hit too and needed repaint. The body shop was nice enough to send me the pictures of the damage. The truck came back from body work on Wednesday 8/5/2015 and I dropped by to look at it since the truck is old and the original paint was faded, I wanted to see how well it looked. Well the new paint (front fender and door) now looks like it was repainted as it doesn't match the back door or hood. I told them about this and they were going to "check" on what could be done. Yesterday (8/6/2015) I got a call from the Assistant Svc Mgr and he was telling about how the airbag light was due to a control module that was unrelated to what they did. REALLY!? This control module is what triggers the new airbag they installed so tell me how it's unrelated? I argued with them a bit about this but he told me since all of the issues with the truck they would replace that (after they get the part next week sometime) at no charge. I was happy about that since I still think it IS related. Then I asked what they were going to do about the paint - he said he hadn't looked at it but that they can't really do anything about that. REALLY?! So you crash my truck and don't want to try and make it look at least decent? I am NOT HAPPY with [redacted] Dodge and how they are treating this. I asked for some form of compensation then if they are not going to make it look right - he told me they were compensating me by fixing the air bag light (that they caused in the 1st place). I am NOT HAPPY with this and feel like I'm getting shafted by this dealer and want everyone to know that they are not standing up for their problems they caused - they should be ashamed of themselves. Crash my truck and not try to fix it right...

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

RevDex.com:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

When frequent customers take our vehicles for service/oil change to a prominent car dealership like Tempe Dodge, we expect them to fill it up with oil and check for ANY problems which may result in future problems and inform us.....that is why they show that they make a Safety/maint. Inspection - SA Safety/Maint. Insp [redacted] as shown on all invoices #[redacted] (attached) and #[redacted] (attached).  Tempe Dodge is the ONLY place this car was taken for service since it was bought.

The reason I disagree with Tempe Dodge claims is because:

A)This car lost 5.5 quarts of the 6 quarts between 1881 miles use as per invoices #[redacted] (attached) the first red engine light to invoice #[redacted] (attached) when the second red engine light went on and was found with only 0.5 Quarts and the car was brought to the dealership. On 26th Aug when the second red engine light was checked, $79.95 was paid for by insurance/adjustments and C/S check was done and also the  Safety/Maint. Inspection and the car was declared "TESTS PASSED CUSTOMER TO DRIVE". Why would they write this on the invoice IF the car had any problems??!! Also, note that the light which was found ON was NOT the oil change or oil pressure warning light, but the engine light as noted in the invoice. Had it been the oil change or oil pressure warning light, it would have been noted in the invoice....it WAS NOT !!

B) Also Tempe Dodge claims that we drove the car some long distance after the red engine light went on is completely false.

My son [redacted] who was driving the car when the red engine  light  went on and NOT the oil pressure warning mentioned by Tempe Dodge (which is NOT noted by Tempe Dodge in any of their invoices attached),  immediately called Tempe Dodge who told him to bring the car IN, NOT tow the car in.... and that is what he did IMMEDIATELY.

Tempe Dodge themselves drove the car around when [redacted] took it there in trying find out what the problem was.......IF what they say is true and that the car should NOT be driven, according to their own statement, then, Tempe Dodge IF SO, did a BIG MISTAKE and damaged the engine  further IF it should NOT have been driven. They should have used observation means to check than driving it further after the red engine light went on.

Also, ACCORDING TO your Chrysler Touring 300 car manual states that when the engine red light (NOT the Oil Pressure Warning  Light which NEVER WENT ON !) ALSO known as the Malfunction Indicator Light goes on,  the car should be serviced as soon as possible, which is what we did !!

C) According to other car engine experts, which includes Chapman Dodge, the only way the car loses 5.5 Quarts of oil is :

(i) IF it leaks, which was NOT established at both Chapman Dodge and Tempe Dodge.

(ii) There is a leak into the engine which would show from the wet and waxy exhaust surface and smoky fumes. This car was inspected by both Chapman Dodge and Tempe Dodge and found NOT to be the case. The only explanation is that during our last oil change Invoice#[redacted] attached, the oil was not properly added to the engine! ....which resulted in the finding of only 0.5 Quarts.

 

D) It also became very suspicious when the technician at Tempe Dodge working on our car suddenly could NOT work on it for a week , thus forcing us to take the car to Chapman Dodge. When I informed [redacted]-Service director at Tempe Dodge of this lack of work continuation by their technician, he was equally surprised and asked that I return the car back from Chapman Dodge to Tempe Dodge. One here speculates that Tempe Dodge technician found out that the lack of oil would lead to the same conclusion as ALL car engine experts I talked to claimed as I mentioned in  (C) above that oil was not added during the last oil change invoice #[redacted] attached.

E) Also, I disagree that it is the sole responsibility of the car owner to check the car frequently because that is why we also have the red engine light, the oil pressure warning light, the engine temperature light etc. etc....and that is why we have the dealership service department to take it to for check-up whenever such signals occur and also

during oil change service, the dealership carries out inspections to verify different functionalities in the car.

In this case, the engine red light went on and we took it to the dealership service ASAP. the oil pressure warning light did not.  The car was duly serviced as required by its mileage at this same dealership always and the appropriate payments made for receiving the above mentioned services!!  it is very disappointing that after doing all that, the car owner is penalized on what is clearly agreeable by third party technicians such as Chapman Dodge and others that 5.5 Quarts of oil would only be lost IF none were placed in the engine on the last oil change if not by leak or through engine exhaust which were verified not to be the case.

We followed all mentioned when a red engine light goes ON, as per the Chrysler 300 Touring manual.

Tempe Dodge should take responsibility and accept the facts that their technician lapsed and did not do a proper oil change on the last visit leading to what appears to be a loss of 5.5 Quarts!, which is not possible scientifically except by leaks or through engine and exhaust pipe, which Tempe Dodge and Chapman Dodge both agree DID NOT HAPPEN!!!

Regards,

My wife, daughter and I show up at 5:30pm, as we pull up Gerald is pulling up the Kia Sorento we agreed to buy, it was still dirty (should have been my first clue). He got out of the car, and the first thing he says while shaking my hand is, “After yesterday, you and I better be best friends!” Then he wanted us to take it for a test drive to “Make Sure it’s what we wanted”, and he also had us move our car seat to this car. I gave him the keys to our Jeep and said, “Here, let’s get your GM to look at the Jeep while we are test driving.”

When we return and head inside, Gerald asks for the payoff amount, at this point we have already verbally agreed on the deal, I have already filled out the credit app online and signed the document giving them the ability to pull my credit and authorization to pull this information, so we are a little confused as to why they hadn’t done all of this already. Next a Sales Manager, Scott, comes out to explain how the incentives works, I told him I understand how the incentives work, and asked why we were going over this information when we had an agreed upon deal from the day before? He said they like to be transparent at Tempe Kia.

Then Dimitri comes out with a piece of paper all car buyers see during the beginning part of working a car deal, and he says, okay here’s where we are at, and showed us a deal that was at a higher interest rate, and higher monthly payment than we had agreed on just the day before. I told him, that’s not what we agreed to yesterday. At this point, I’m getting pissed off that they agreed to a deal and now they are trying to pull a fast one and back out. I told him, first off the trade information is wrong, you said you would pay off the loan on my Jeep and you are about 600 below that here. He agrees and walks away and comes back with an updated form, but it was still wrong. At this point, I’m about to walk out (which they made difficult to do since they had my keys for their GM to look at my trade and Gerald had us put our car seat for my 2 year old in the Sorento for the test drive…. “You’re going to put it in there anyway…”) I asked what happened to the deal we agreed to yesterday, as I show him the photos from Gerald. Dimitri comes back and says, “Well that deal was with your own financing, you kept saying “I can get 1.9 for 72” that meant you would get 1000 incentive on your own (I never once during the whole process said I would bring my own financing, I only referenced the current offer Kia was advertising). He says to get the KIA 1.9 you only get 500 incentive which takes the price up. I told him, I never once said I had my own financing (at this point Dimitri is yelling with his hand in my face on the sales floor of Tempe Kia, basically calling me a liar right in front of my wife and 2 year old daughter, I’m yelling back just to hear myself over Dimitri). I told him this is bad business and I wanted the keys to my Jeep and I need to remove the car seat from the back of the Sorento. Dimitri proceeds to stand up, throw a pen and yell back to the little glass room. My wife is scared and embarrassed, so she decides to take our daughter out to our other vehicle and wait. As I’m waiting on the keys to our Jeep, I am pacing, I’ve never been treated so poorly by any type of sales department in my whole life. This is supposed to be an exciting time for a family. How can a company treat people like this? How can an employer allow an individual to speak to someone in such an awful manner?

Next thing I know, Scott the Sales Manager, who came out earlier to talk about how incentives worked, returns with another piece of paper. It’s basically the original deal I agreed to over the phone the day before. It was about $300 dollars higher but basically the same. (1.9% for 72, with a slightly higher monthly payment) At this point, I don’t know if I even want the vehicle anymore but it’s the deal my wife and I agreed to and it was a really good price for the SUV we wanted. I stepped outside and spoke to my wife, she would only agree to return as long as Dimitri was no longer going to speak with us. I returned to tell Scott, he had a deal but I didn’t want to speak with Dimitri again, while mentioning that this is a horrible business practice and shady behavior.

At about 7pm, an hour and a half after my wife, daughter and I showed up to what we thought would have been the time we would be heading home to put our daughter to bed, Gerald tells us to head up to the main building where the finance department is, and that he would get us in and out of there in about 30 minutes. We take a seat in the waiting room (in the children’s section which had a few toys, all of which were covered in black grime) and wait, and wait, and wait. At 8pm, I send Gerald another text, “How much longer?” I get back “2mins”… at 8:30, Brent the Finance Manager is ready for us. Brent was fantastic, got us in and out in about 15 minutes. He was open and honest and I told him what had happened and he was very open about how this shouldn’t have happened and how sorry he was, and even mentioned that what took so long was fixing all of their mistakes. Even Gerald apologized, and told us that he was embarrassed, and that this is not how he does business.

In the end, we get the car we wanted and the deal we wanted but I will NEVER recommend this dealership to any of my friends or family. We had some positives, but as long as Dimitri works for this dealership, stay away… because, this may happen to you, this wrongful, shady business practice to get people in the door and then tell them sorry, we can’t get you the deal we spoke about the day before. Thank goodness, I made Gerald send me photos or this would have been a real waste of my time.

The next day I was contacted by a “higher up.”, Gilbert. When he heard what happened, he offered to give us an extra feature of our choosing that we would like added to our car, in order to avoid a negative review from us. We were pleased that someone at this place wanted to take steps to better our experience. We asked for a modest feature, and he said he would work on it, and call us back. He called back to say they would pay for half of the feature and we could pay the other half. I told him it was all or nothing, and he ended up calling back to say they would not add the feature, so we were pretty confused as to why they would make that offer, if they had no intentions of fulfilling it. The least we could expect is for the dealership to issue a written apology for their employee’s behavior, but I don’t think that will happen either.

Oh well… Thanks for the deal, I guess.

To whom it may concern,

We performed [redacted] recall N38, which is to replace the active head restraints control module. This module is located in the center console, no where near where the customer says we cracked the dash. It appears to be cracked on the seam and there is no...

damage near that area. The vehicle is out of factory warranty. It no longer has converage to repair the dash. We have a picture of the area of concern if you would like us to send it.

Please see the attached file with our response to the complaint and all corresponding documentation.  I will also fax the same documents to ([redacted] in case there are any issues opening the file.  Please feel free to contact me...

with any questions or if any additional documentation is needed.Michelle F[redacted]
General Sales Manager