The customer has brought other concerns and statements to light that were not included in the initial complaintIn no way did our organization intend to place blame or insult our customerWe are simply trying to decipher all of the facts and come up with a suitable solution
We in fact, do not know exactly what the customer and sales department discussed, and did not receive all of the customers version until the second correspondence back to us. The customer is stating that she undoubtedly believed her vehicle was equipped to tow 5,pounds, that much has been made clear
Our proposed solution is to sell the customer another vehicle that will be able to handle that towing capacityThere is currently a lien on the customers vehicle that will have to be satisfied in an ensuing transactionWe are prepared to satisy that lien and allow the customer to choose a vehicle from any of our dealerships that she believes will properly suit her needs, and of course be equipped to tow 5,pounds
We are also willing to purchase a vehicle for the customer if they are not satisfied with any choice we currently have in stock, and then sell it to her in a transaction that will pay off the existing ***. We will make every effort to make this trade fair and equitable and will not deduct the cost of the repair to the customers current *** from our offered trade value
In short, our proposal is to give the customer current trade value for her vehicle, and we will incur the cost of repairing her vehicleShe can then choose any vehicle to purchase from us that best suits her.
We truly do care about this customers opinion of us and all of our customersI believe somewhere there was a communication breakdown years ago during the sales processWe do not and have never intended to deceive any customer to sell a vehicle. The customer has not responded to my phone calls as of yet to attempt to help, though she stated that no one from the dealership will speak to her
I am more than willing to help this customer to the best of my ability and hopefully turn a poor situation into a positive one
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me.
The Revdex.com sent a letter to the dealership the same day I filed my complaint and the Dealership contacted me within two business days. I am impressed!
The dealership gave me several options and I am happy to say we came to an agreement on our first meeting just two days after the dealership received my complaint. I now how a new truck.
I am happy this is behind me and very pleased that the owner's of Urse were so responsive to the Revdex.com's notice of the complaint
Thank you
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Please forward this message on to Urse
To Whom it May Concern,
I am rejecting this response as I am unable to get in touch with anyone to find out more about this responseI have contacted Urse several times since August 20th leaving messages for Matt Urse to contact me so I could speak more about the options suggested in the responseUrse nor Matt has yet to return my call or even try to get ahold of me, contrary to what they stated in their responseI have never received a call or a message from that facility since JuneI am honestly and truly disgusted with this matter and cannot even believe the way I have been treatedI have never been treated like I don't exist and owning my own business I know that if I ever treated a customer the way they have treated me I probably wouldn't have a businessI cannot understand how instead of trying to resolve this situation and sit down and talk with me about my options this business has completely ignored me as if I don't existI was more than willing to talk about this response and my options in person with Matt Urse or whomever as their responses do not say who they are from, and get the situation resolved but yet again they have done nothing but ignore meThis is a sad excuse for customer service and I would have never imagined that after buying two cars from Urse and being a good customer that they would handle a situation that was not their customers fault, because she was lied to and taken advantage of, like thisI would love to have this matter resolved and be able to say that I am satisfied with this company but right now after being ignored time after time and never receiving a call back it looks like this company doesn't truly care about what their customer thinks about their service.
Regards,
*** *** - Please feel free to contact me if you would ACTUALLY like to resolve this matter
I have spoken to the customer and agreed that there was miscommunication regarding a lease versus buy retail contractThe customer feels that the leasing options were not explained in a way that were easy to understandWe make every effort to offer each customer the choice of how to purchase
their vehicle with what suits them bestIn this case it may have been unclearI have reviewed the lease versus buy options with the customer and provided them with an Extended Service Contract on their vehicle at no charge to them for the misunderstanding
***
Thanks for bringing this matter to our attention I am very sorry for the delay on getting this refund check to *** *** Our Finance Department reached out to *** regarding the refund and they have refunded this to Mrs*** We haven't received
the check from *** yet, however, we know the amount of the refund and are cutting them a check ahead of us receiving it I do apologize for the delay, but it wasn't on our end, rather *** Financial If you o* *** *** have any questions please let me know The check was signed Friday the 10th and will be put in the mail today the 13th to *** *** I would imagine they will have this within a few days.
Respectfully,
*** ***
General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.URSE’s last response stated that I didn’t understand the
numbers. How can that be when the
numbers are clearly supported by the documents that I provided? The MSRP/sale price as compared to the MSRP
window sticker is clearly misleading. Nowhere in any of the sales documents does it disclose a charge for a
bed liner and/or paint and fabric protectant, yet after months of
inquisition, that’s what I was finally told the inflated MSRP was a representation
of. How can a car dealership charge a
customer for a specific product or service and not have it disclosed in any of the
documentation related to the sale?
Maybe what I don’t understand is that WV law does allow
dealerships to misrepresent a MSRP and charge for products/services without
disclosing the price of those products/services If that is the case, then a valuable legal and
integrity lesson has been learned However,
since URSE has not adequately answered these issues and questions that I have
raised, I have formally filed a complaint with the West Virginia Attorney
General’s Office to report these practices.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I went to urse *** in *** Friday evening and was very pleased with all of their staffI traded in my *** for a *** and I'm very happy with itEveryone was really friendly and went above and beyond to help me out
Dear M** ***
Thanks for sending this concern to our attention at Urse Dodge Inc I have researched this information and am happy to report that the reason Mr*** is being contacted is that the vehicle that has a balance due to Urse Dodge of $1,is
for a Jeep Liberty that his daughter and wife had purchased and subsequently had repaired at Urse Dodge The vehicle was abandoned at our establishment leaving both the aforementioned balance and vehicle in our possession The individuals that purchased this vehicle wer* *** and *** *** and were identified as living at *** *** *** *** ** *** We have attempted numerous times to reach *** and A*** *ia phone, but have not heard back from them As such we have sent letters to the address above asking that the outstanding balance be paid in-full and that the vehicle be removed from our property If we do not hear back fro* *** *** *** we intend to apply for a Dealer Title to dispose of the vehicle and settle the outstanding balance In speaking with the lende* *** *** *** this vehicle has gone through the repossession process, but written off due to an outstanding balance due to Urse Dodge
If Mr*** has any contact with these individuals it would be best if they would contact us immediately so we can settle the outstanding bill and for them to pitheir bill
Respectfully,
Matt Urse
General Manager
Urse Dodge Inc
304-363-x- [email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowFirst let me say that all of the response from Urse Dodge is not exactly how things transpired and I truly feel they are lyingI went to Urse Dodge on Friday after work and got there at 4:50pmI was there until 8pm, until their closing timeI had to sign papers as I already had the papers pushed in front of my faceWe did not get them all signed so I had to go back on Saturday morning between 8:30am and 9amSo yes I did drive the vehicle home which is about miles to my houseBut they never offered it to me for a day to drive before I purchased the vehicleI signed papers on Saturday that were not even for the *** I purchasedWhen I got home on Saturday, I noticed that the extra spare key would not workI then called Urse Dodge and when they got looking into the matter, they told me I had completed the wrong paperwork for the wrong ***So on Monday night after work, I had to go back to Urse Dodge to resign papers and they shredded the old onesSo they could have reversed the paperwork as they did previously, but refused to do soSo you see here is another lieThey did not offer to trade me out of this vehicle or I would have jumped on to itSo I ended up driving this *** *** for two (2) weeksOn Saturday, January 31', I went to *** *** *** in *** ** to see about trading this *** *** offHowever, they could not deal with me since it was a *** and that was not what their specialty in dealing with cars/suv's wereSo I went back to Urse Dodge with my husbandI paid $34,for this *** *** (See Attachment # 1)So when I ended up trading this vehicle in, Urse only gave me $23,for this vehicle which it only had miles on it and was only two (2) weeks oldI so took one heck of a loss, but I had to do something as the *** was just not working for meSee (Attachment # 2) and the lease (Attachment # 3) where I feel I really got taken advantage ofSo, no Urse did not make me happy, they took advantage of me and they apparently do not treat their customer's rightI have already purchase 8-vehicles from Urse in the past and have been a very good customerUrse did me no favors, I done them one heck of a favor by leasing, but that was my only choiceSo, yes I now have a vehicle I like, but let's face it, I took one heck of a loss! I am leasing this *** *** *** *** for months for $Then I can purchase this vehicle for $18,Plus I already paid $down on this new *** *** and also the first month's lease amountSo I feel I have done Urse Dodge one heck of a dealI do not call this fair or good customer serviceRegards,*** ***
Date: 10/29/
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To: Revdex.com Customer Complaint
From: Urse Dodge Chrysler Jeep Ram
Tygart Mall Loop
White Hall, WV
Re: *** *** ***
On Oct8, *** *** brought his Dodge Charger to the Urse service department with a check engine light on. Urse Dodge did not get the vehicle in for a tech to diagnose until Oct17. There was a breakdown in communication on our part that management is addressing We diagnosed the issue on Octas a #cylinder misfire. We removed the right cylinder head and found that the #rocker arm was broke. We ordered the right cylinder head and started the work on Octand completed the work on Oct
The customer picked up the vehicle on Octand on their way home the car stopped running. The car was brought back to the shop and we diagnosed the issue as a #cylinder misfire. Cylinder #is on the left side so we had to order the left side cylinder head. The cylinder head will be delivered to Urse Dodge on 10/29/and we will begin work and should have completed by close of business on Oct
I did call *** *** on Oct and apologized to her for the issues and asked her what can I do to make this situation right for you? She responded that she would like to have a loaner and her car fixed*** is picking up her loaner car on Oct *** was happy that we are setting her up with a loaner car. I will make sure that this issue is resolved to the customers satisfaction
*** ***
Urse Automotive Group
Service and Parts Director
***
After receiving [redacted] response I dug into this matter more to find out that one of our employees inadvertently closed down another customers balance with the last name of [redacted] to wrong account. I do apologize for the inconvenience in this matter and will be sending out a letter indicating that nothing is due fro[redacted]
To Whom It May Concern,
This is to respond to Complaint ID [redacted] from the Revdex.com. On October 4th 201[redacted] purchased a 2012 Chrysler 200 from Urse Chrysler Dodge Ram of...
Morgantown, trading in a 2007 Jeep Liberty. [redacted] was treated with the upmost professional care by our sales department while she was there. We worked the deal for her and worked extremely hard to obtain financing for her. [redacted] purchased the vehicle for [redacted] 1minus her [redacted] trade equity in her vehicle (her vehicle was paid for). [redacted] agreed to the terms of the purchase and when she was in our Finance and Insurance department she even purchased an extended service contract for her vehicle. Unfortunately when we went to put a West Virginia State Inspection sticker on the vehicle we realized that the window tint was too dark for State Regulations. At this point we gave [redacted] a vehicle to drive and in one day we had the illegal tint removed and legal tint added to the vehicle in order to pass State Regulations. We had to have M[redacted] return to the dealership because she was having a problem providing us with a title to her trade in because it was in the possession of her ex husband. We had her return another time for the same issue because she had to sign a duplicate title application and pay the fee to have a new title issued for her trade in. Also during this time frame [redacted] decided she did not want to keep the extended service contract on her vehicle and returned to the dealership to have it cancelled and the proceeds of that would be sent to the bank to lower the principle balance of her loan.
Unfortunately during the first month of ownership something in her job changed and from what was relayed to me her pay was cut drastically and the payment of [redacted] was going to be an issue. She came into the dealership and demanded her old vehicle back and for us to take her car back that she had purchased. It was explained to her that the vehicle she traded in was already sold and we wouldn't have been able to do that any way even if we still had the vehicle. At this point she demanded that we just give her the [redacted] and take the vehicle she purchased back. Once again she was explained that we couldn't do that. We made attempts to trade her into another vehicle that she would feel better about but was unable to do so. During this time she had an issue with her remote start on her 2012 Chrysler 200, we set an appointment for her to bring it in to diagnosis the issue. She brought the vehicle in to be looked at and we found the issue and we order the part from Chrysler to fix the vehicle and set another appointment for her to bring it in. She brought the car back in to have the part replaced but unknown to us the part that Chrysler sent was broken, so we had to reorder the part and schedule another appointment for [redacted] to have it repaired. When scheduling the appointment we had to make sure that the certified Chrysler Technician that would be doing the job was there and available to perform the work. The appointment was set and the problem has been repaired.
I understand the situation that [redacted] is going through with her job and we did exhaust all avenues to make her happy. But [redacted] wanted to trade out of the Chrysler 200 and get into a 4WD SUV and lower her payment from [redacted] to between [redacted] to [redacted] range. We showed her a pre-owned Dodge Journey but it was out of her price range as far as payment. She then asked about a 2005 Jeep Grand Cherokee that was a lot less money but even with it we would have to had a financial institution that would finance a 2005 for 72 months at a much lower interest rate than we were able to secure on the 2012. I talked to [redacted] several times on the phone explaining to her the reasons why we couldn't do what she was asking for. I feel we have been very fair with [redacted] and I am very sorry that we were not able to come to a resolution for her in this matter. If you have any other questions you may call me at [redacted]
Sincerely,
[redacted]
Urse Automotive Group
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will accept his current offer.
Regards,
[redacted]
My offer for the gas cards still stands through the end of the month.
[redacted]
Every effort is made to ensure that each customer is satisfied with their purchase. Ms [redacted]'s statement says that she "researched the [redacted] and saw that it was able to tow 5,000 lbs and knew it would work". The statement goes on to say that she went to the dealership and told them what she wanted,...
what she needed it for, and that it would be used for business use.
At no point did the customer ask us directly if this [redacted] would tow 5,000 pounds. I understand she felt she had researched it herself, but only the Limited Edition 2012 [redacted] with the Trailer Tow Class III Group is actually equipped to handle up to 5,000 pounds. This customer bought a sport model.
The purchase was over 2 years ago, and now that the vehicle is experiencing mechanical issues,the customer is putting the blame on our dealership.
I have to come back to the customers own words in the complaint filed, that she researched the [redacted] herself and then came to the dealership to buy what she wanted. At no time, did any member of our sales staff tell this customer that the vehicle would tow 5,000 pounds.
We are always open to trading any customer into another vehicle that better suits their needs. A visual inspection and appraisal would have to be done and then a deal worked and submitted to a lender on any vehicle the customer chooses.
Let me just start this by saying I am not in it for something free NOR do I want to get anyone in trouble so I wont name names. If I owned a business and this went on, I would NEED to know about it. I hope this makes it all the way up to the owner, and I hope he takes it seriously.
I purchased a $65,000+ truck here in 2012, and after the initial awkwardness of being ignored since I was a young guy looking at an expensive truck, the sales part was fine.
I got a new Dodge 1500 ecodiesel about 2 months ago and brought it to this dealer for its first oil change. (I tried calling for 3 days and NOBODY would answer or return a message so I just showed up and there was no line) WHAT A MISTAKE! At around 12PM-1PM on Wednesday 9/17/14 I went in for the oil change and was told it would take about an hour. My phone died at 2:45PM-ish, so I went to the service desk to inform them I would be in the lobby when it is done and to not call me because my phone was dead. The service guy went check on the status of my truck. He told me the tech was having problems getting the drain plug to go back in and that’s what was taking so long. No problem, ill go patiently wait longer in the lobby. After watching all the ESPN that I could stand and talking with other unhappy service customers, the service guy came get me at closing time to inform me that my truck was broke, they ordered the part, and had a rental car lined up for me. I was extremely irritated to say the least, but realizing it wasn’t his fault, I tried to not take it out on him. That’s about where my patience ended. After realizing they got me a rental CAR, I told them I needed a truck for work. “Oh, that’s an issue we would need to talk to the manager about”. I informed the manager that I am in town for work and a car just wouldn’t cut it, I NEEDED a truck. “Sorry, we don’t have any trucks”…I said well you have a whole lot of trucks, why cant I loan one of those out? “my man, we are a car DEALER, not RENTER.” Then he proceeds to act like I was the one who broke the truck, or that it was done by the factory. “I went back and looked at it myself, when they get it to the point of torqueing, it wont stop spinning”, oh so you cross threaded the plug and when you tried forcing it the threads ripped, causing the oil to leak? “No it was like that before we got it”…. If it was like that before I brought it there, why wasn’t oil leaking for the last 8XXX miles?? I then asked what was I supposed to do about moving my cargo trailer to a house I rented that night because I was in a $135/night hotel and needed to move. “I don’t know what to tell you”. Ok, well what am I supposed to do when I show up to work and my boss sends me home because I don’t have a truck? “I don’t know what to tell you”. Then he awkwardly walks out of the office with someone, leaving me there dumbfounded at how ridiculously BAD this dealers service department is. Not only did I sit there for 5 hours for an oil change, have my truck broken by them and blamed on me, be told I was SOL about my hotel and job, AND get a rental CAR- they wanted ME to pay for the rental! WTH?!?! 1st off, why would I have any business messing with the drain plug to strip it myself? That doesn’t make sense. 2nd off, it was their fault! Why should I pay for the rental?! They charged $100 to my card to cover any damages that might happen to the car, but it was refunded. Here is the worst part- This oil change and this dealer essentially cost me an extra night in a $135 hotel, not being able to work without a truck for 5 working days (which adds up to a large amount of money), and the $215 for the oil change! Luckily my boss was semi-understanding and it didn’t cost me my job! Instead of apologizing for messing up and comp-ing the oil change, they charged the rental to MY insurance, which also baffled me. Also, the entire time I was there, the service department was being paged for a phone call and nobody answered the phone even though 3-6 people were always back there standing around. On top of that, an ice cream truck showed up with free ice cream for them and the shop shut down for a long time – not that they had a long line of unhappy customers waiting or anything!! I will NEVER be back to this dealer, and neither will many of the guys I work with in the oilfield of this area. We spend a TON of money at local businesses, but we also stick together when one of us is done wrong. It is time to get this service department in decent order or you might as well close the doors in my book. I will drive back to Illinois for an oil change before I return here, and I suggest everyone else avoid it all costs also!
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
K[redacted]
On occasion we do direct mail to our customers and conquest customers.
This is a very effective method to advertise to customers that may be in the market. [redacted] is in our data base for service work he had done at our Morgantown location. Therefore when we do a data base...
mailer he is on the list. We have marked him do not mail to, we have also deleted his address and phone number from our DMS computer system. However there is no guarantee that we will never mail him again or call him again. If we do a conquest mailer as mentioned above that is a list provided normally from [redacted] data who buys customer information from the DMV. If we select the type of criteria that [redacted] fits in there is no way of deleting his name and information from getting our mail.
[redacted] said he gets regular mailings from us, which can not be the case because we have not done a direct mail sale in about a year. If Chrysler Corporation sends him information I can not control nor stop that. If another Chrysler or none Chrysler dealer sends him Direct mail we can not control that nor stop that. I feel that he must have us confused with other mailing he is getting. If he can show me something that I have sent him other then the buy back mailer we just did this month I would be able to look into it further. The phone calls that he received were from me Doug Urse asking him if he was interested in either trading his car in, or to just sell it back to us.
[redacted] stated that he has called in about six times. I have looked in our phone recording system that goes back 5 years and there are no calls from him to us complaining about any type of mailer. There is a few phone calls surrounding the time that he had a service appointment.
One thing he may do is contact [redacted] and let them know that he does not own that vehicle any longer. There is still no guarantee that he will not receive mail from us or another dealer. I am sorry that he is getting so upset about mail being sent to him. In closing again if he has something that can be sent to you then you forward it to me I would be more then happy to look into if further.
Doug Urse
The customer had an invalid driver license, therefore we could not put her in a rental car. You must have a valid drivers license to drive a vehicle. Once her drivers license is valid we will be more than happy to place the customer in a rental car while we fix their vehicle. I called and left a message for the customer to return my call on 12/11/2014 at 1:30pm.
ptertaining to the Morgantown store ,the sales manager is the most rude person ive ever had to deal with. he was the nicest person when I was purchasing ,now that im having problems,he and the service manager treats you like dirt on their shoes ,ive never been treated with less respect than I have been treated with dealing with these two individuals they shouldn't be allowed to deal with the public very unhappy and would not recommend this dealer to anyone
We have taken the customers complaint very seriously and researched the statements made for validity. We felt like there was some certainly miscommunication between ourselves and the customer though none of that was done with any malicious intent. Our staff initially thought that they were...
making a fair deal to the customer and satisfying his needs. After the sale it was determined that the vehicle did not meet the customers needs. We worked with the customer on another transaction and he purchased another truck that satisfied his initial complaint. The customer did not lose any of the money from the transaction in question and we feel the situation is remedied and closed.
The customer has brought other concerns and statements to light that were not included in the initial complaintIn no way did our organization intend to place blame or insult our customerWe are simply trying to decipher all of the facts and come up with a suitable solution
We in fact, do not know exactly what the customer and sales department discussed, and did not receive all of the customers version until the second correspondence back to us. The customer is stating that she undoubtedly believed her vehicle was equipped to tow 5,pounds, that much has been made clear
Our proposed solution is to sell the customer another vehicle that will be able to handle that towing capacityThere is currently a lien on the customers vehicle that will have to be satisfied in an ensuing transactionWe are prepared to satisy that lien and allow the customer to choose a vehicle from any of our dealerships that she believes will properly suit her needs, and of course be equipped to tow 5,pounds
We are also willing to purchase a vehicle for the customer if they are not satisfied with any choice we currently have in stock, and then sell it to her in a transaction that will pay off the existing ***. We will make every effort to make this trade fair and equitable and will not deduct the cost of the repair to the customers current *** from our offered trade value
In short, our proposal is to give the customer current trade value for her vehicle, and we will incur the cost of repairing her vehicleShe can then choose any vehicle to purchase from us that best suits her.
We truly do care about this customers opinion of us and all of our customersI believe somewhere there was a communication breakdown years ago during the sales processWe do not and have never intended to deceive any customer to sell a vehicle. The customer has not responded to my phone calls as of yet to attempt to help, though she stated that no one from the dealership will speak to her
I am more than willing to help this customer to the best of my ability and hopefully turn a poor situation into a positive one
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me.
The Revdex.com sent a letter to the dealership the same day I filed my complaint and the Dealership contacted me within two business days. I am impressed!
The dealership gave me several options and I am happy to say we came to an agreement on our first meeting just two days after the dealership received my complaint. I now how a new truck.
I am happy this is behind me and very pleased that the owner's of Urse were so responsive to the Revdex.com's notice of the complaint
Thank you
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Please forward this message on to Urse
To Whom it May Concern,
I am rejecting this response as I am unable to get in touch with anyone to find out more about this responseI have contacted Urse several times since August 20th leaving messages for Matt Urse to contact me so I could speak more about the options suggested in the responseUrse nor Matt has yet to return my call or even try to get ahold of me, contrary to what they stated in their responseI have never received a call or a message from that facility since JuneI am honestly and truly disgusted with this matter and cannot even believe the way I have been treatedI have never been treated like I don't exist and owning my own business I know that if I ever treated a customer the way they have treated me I probably wouldn't have a businessI cannot understand how instead of trying to resolve this situation and sit down and talk with me about my options this business has completely ignored me as if I don't existI was more than willing to talk about this response and my options in person with Matt Urse or whomever as their responses do not say who they are from, and get the situation resolved but yet again they have done nothing but ignore meThis is a sad excuse for customer service and I would have never imagined that after buying two cars from Urse and being a good customer that they would handle a situation that was not their customers fault, because she was lied to and taken advantage of, like thisI would love to have this matter resolved and be able to say that I am satisfied with this company but right now after being ignored time after time and never receiving a call back it looks like this company doesn't truly care about what their customer thinks about their service.
Regards,
*** *** - Please feel free to contact me if you would ACTUALLY like to resolve this matter
I have spoken to the customer and agreed that there was miscommunication regarding a lease versus buy retail contractThe customer feels that the leasing options were not explained in a way that were easy to understandWe make every effort to offer each customer the choice of how to purchase
their vehicle with what suits them bestIn this case it may have been unclearI have reviewed the lease versus buy options with the customer and provided them with an Extended Service Contract on their vehicle at no charge to them for the misunderstanding
***
Thanks for bringing this matter to our attention I am very sorry for the delay on getting this refund check to *** *** Our Finance Department reached out to *** regarding the refund and they have refunded this to Mrs*** We haven't received
the check from *** yet, however, we know the amount of the refund and are cutting them a check ahead of us receiving it I do apologize for the delay, but it wasn't on our end, rather *** Financial If you o* *** *** have any questions please let me know The check was signed Friday the 10th and will be put in the mail today the 13th to *** *** I would imagine they will have this within a few days.
Respectfully,
*** ***
General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.URSE’s last response stated that I didn’t understand the
numbers. How can that be when the
numbers are clearly supported by the documents that I provided? The MSRP/sale price as compared to the MSRP
window sticker is clearly misleading. Nowhere in any of the sales documents does it disclose a charge for a
bed liner and/or paint and fabric protectant, yet after months of
inquisition, that’s what I was finally told the inflated MSRP was a representation
of. How can a car dealership charge a
customer for a specific product or service and not have it disclosed in any of the
documentation related to the sale?
Maybe what I don’t understand is that WV law does allow
dealerships to misrepresent a MSRP and charge for products/services without
disclosing the price of those products/services If that is the case, then a valuable legal and
integrity lesson has been learned However,
since URSE has not adequately answered these issues and questions that I have
raised, I have formally filed a complaint with the West Virginia Attorney
General’s Office to report these practices.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I went to urse *** in *** Friday evening and was very pleased with all of their staffI traded in my *** for a *** and I'm very happy with itEveryone was really friendly and went above and beyond to help me out
Dear M** ***
Thanks for sending this concern to our attention at Urse Dodge Inc I have researched this information and am happy to report that the reason Mr*** is being contacted is that the vehicle that has a balance due to Urse Dodge of $1,is
for a Jeep Liberty that his daughter and wife had purchased and subsequently had repaired at Urse Dodge The vehicle was abandoned at our establishment leaving both the aforementioned balance and vehicle in our possession The individuals that purchased this vehicle wer* *** and *** *** and were identified as living at *** *** *** *** ** *** We have attempted numerous times to reach *** and A*** *ia phone, but have not heard back from them As such we have sent letters to the address above asking that the outstanding balance be paid in-full and that the vehicle be removed from our property If we do not hear back fro* *** *** *** we intend to apply for a Dealer Title to dispose of the vehicle and settle the outstanding balance In speaking with the lende* *** *** *** this vehicle has gone through the repossession process, but written off due to an outstanding balance due to Urse Dodge
If Mr*** has any contact with these individuals it would be best if they would contact us immediately so we can settle the outstanding bill and for them to pitheir bill
Respectfully,
Matt Urse
General Manager
Urse Dodge Inc
304-363-x-
[email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowFirst let me say that all of the response from Urse Dodge is not exactly how things transpired and I truly feel they are lyingI went to Urse Dodge on Friday after work and got there at 4:50pmI was there until 8pm, until their closing timeI had to sign papers as I already had the papers pushed in front of my faceWe did not get them all signed so I had to go back on Saturday morning between 8:30am and 9amSo yes I did drive the vehicle home which is about miles to my houseBut they never offered it to me for a day to drive before I purchased the vehicleI signed papers on Saturday that were not even for the *** I purchasedWhen I got home on Saturday, I noticed that the extra spare key would not workI then called Urse Dodge and when they got looking into the matter, they told me I had completed the wrong paperwork for the wrong ***So on Monday night after work, I had to go back to Urse Dodge to resign papers and they shredded the old onesSo they could have reversed the paperwork as they did previously, but refused to do soSo you see here is another lieThey did not offer to trade me out of this vehicle or I would have jumped on to itSo I ended up driving this *** *** for two (2) weeksOn Saturday, January 31', I went to *** *** *** in *** ** to see about trading this *** *** offHowever, they could not deal with me since it was a *** and that was not what their specialty in dealing with cars/suv's wereSo I went back to Urse Dodge with my husbandI paid $34,for this *** *** (See Attachment # 1)So when I ended up trading this vehicle in, Urse only gave me $23,for this vehicle which it only had miles on it and was only two (2) weeks oldI so took one heck of a loss, but I had to do something as the *** was just not working for meSee (Attachment # 2) and the lease (Attachment # 3) where I feel I really got taken advantage ofSo, no Urse did not make me happy, they took advantage of me and they apparently do not treat their customer's rightI have already purchase 8-vehicles from Urse in the past and have been a very good customerUrse did me no favors, I done them one heck of a favor by leasing, but that was my only choiceSo, yes I now have a vehicle I like, but let's face it, I took one heck of a loss! I am leasing this *** *** *** *** for months for $Then I can purchase this vehicle for $18,Plus I already paid $down on this new *** *** and also the first month's lease amountSo I feel I have done Urse Dodge one heck of a dealI do not call this fair or good customer serviceRegards,*** ***
Date: 10/29/
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To: Revdex.com Customer Complaint
From: Urse Dodge Chrysler Jeep Ram
Tygart Mall Loop
White Hall, WV
Re: *** *** ***
On Oct8, *** *** brought his Dodge Charger to the Urse service department with a check engine light on. Urse Dodge did not get the vehicle in for a tech to diagnose until Oct17. There was a breakdown in communication on our part that management is addressing We diagnosed the issue on Octas a #cylinder misfire. We removed the right cylinder head and found that the #rocker arm was broke. We ordered the right cylinder head and started the work on Octand completed the work on Oct
The customer picked up the vehicle on Octand on their way home the car stopped running. The car was brought back to the shop and we diagnosed the issue as a #cylinder misfire. Cylinder #is on the left side so we had to order the left side cylinder head. The cylinder head will be delivered to Urse Dodge on 10/29/and we will begin work and should have completed by close of business on Oct
I did call *** *** on Oct and apologized to her for the issues and asked her what can I do to make this situation right for you? She responded that she would like to have a loaner and her car fixed*** is picking up her loaner car on Oct *** was happy that we are setting her up with a loaner car. I will make sure that this issue is resolved to the customers satisfaction
*** ***
Urse Automotive Group
Service and Parts Director
***
After receiving [redacted] response I dug into this matter more to find out that one of our employees inadvertently closed down another customers balance with the last name of [redacted] to wrong account. I do apologize for the inconvenience in this matter and will be sending out a letter indicating that nothing is due fro[redacted]
My apologies for the confusion in this matter.
[redacted]
To Whom It May Concern,
This is to respond to Complaint ID [redacted] from the Revdex.com. On October 4th 201[redacted] purchased a 2012 Chrysler 200 from Urse Chrysler Dodge Ram of...
Morgantown, trading in a 2007 Jeep Liberty. [redacted] was treated with the upmost professional care by our sales department while she was there. We worked the deal for her and worked extremely hard to obtain financing for her. [redacted] purchased the vehicle for [redacted] 1minus her [redacted] trade equity in her vehicle (her vehicle was paid for). [redacted] agreed to the terms of the purchase and when she was in our Finance and Insurance department she even purchased an extended service contract for her vehicle. Unfortunately when we went to put a West Virginia State Inspection sticker on the vehicle we realized that the window tint was too dark for State Regulations. At this point we gave [redacted] a vehicle to drive and in one day we had the illegal tint removed and legal tint added to the vehicle in order to pass State Regulations. We had to have M[redacted] return to the dealership because she was having a problem providing us with a title to her trade in because it was in the possession of her ex husband. We had her return another time for the same issue because she had to sign a duplicate title application and pay the fee to have a new title issued for her trade in. Also during this time frame [redacted] decided she did not want to keep the extended service contract on her vehicle and returned to the dealership to have it cancelled and the proceeds of that would be sent to the bank to lower the principle balance of her loan.
Unfortunately during the first month of ownership something in her job changed and from what was relayed to me her pay was cut drastically and the payment of [redacted] was going to be an issue. She came into the dealership and demanded her old vehicle back and for us to take her car back that she had purchased. It was explained to her that the vehicle she traded in was already sold and we wouldn't have been able to do that any way even if we still had the vehicle. At this point she demanded that we just give her the [redacted] and take the vehicle she purchased back. Once again she was explained that we couldn't do that. We made attempts to trade her into another vehicle that she would feel better about but was unable to do so. During this time she had an issue with her remote start on her 2012 Chrysler 200, we set an appointment for her to bring it in to diagnosis the issue. She brought the vehicle in to be looked at and we found the issue and we order the part from Chrysler to fix the vehicle and set another appointment for her to bring it in. She brought the car back in to have the part replaced but unknown to us the part that Chrysler sent was broken, so we had to reorder the part and schedule another appointment for [redacted] to have it repaired. When scheduling the appointment we had to make sure that the certified Chrysler Technician that would be doing the job was there and available to perform the work. The appointment was set and the problem has been repaired.
I understand the situation that [redacted] is going through with her job and we did exhaust all avenues to make her happy. But [redacted] wanted to trade out of the Chrysler 200 and get into a 4WD SUV and lower her payment from [redacted] to between [redacted] to [redacted] range. We showed her a pre-owned Dodge Journey but it was out of her price range as far as payment. She then asked about a 2005 Jeep Grand Cherokee that was a lot less money but even with it we would have to had a financial institution that would finance a 2005 for 72 months at a much lower interest rate than we were able to secure on the 2012. I talked to [redacted] several times on the phone explaining to her the reasons why we couldn't do what she was asking for. I feel we have been very fair with [redacted] and I am very sorry that we were not able to come to a resolution for her in this matter. If you have any other questions you may call me at [redacted]
Sincerely,
[redacted]
Urse Automotive Group
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will accept his current offer.
Regards,
[redacted]
My offer for the gas cards still stands through the end of the month.
[redacted]
Every effort is made to ensure that each customer is satisfied with their purchase. Ms [redacted]'s statement says that she "researched the [redacted] and saw that it was able to tow 5,000 lbs and knew it would work". The statement goes on to say that she went to the dealership and told them what she wanted,...
what she needed it for, and that it would be used for business use.
At no point did the customer ask us directly if this [redacted] would tow 5,000 pounds. I understand she felt she had researched it herself, but only the Limited Edition 2012 [redacted] with the Trailer Tow Class III Group is actually equipped to handle up to 5,000 pounds. This customer bought a sport model.
The purchase was over 2 years ago, and now that the vehicle is experiencing mechanical issues,the customer is putting the blame on our dealership.
I have to come back to the customers own words in the complaint filed, that she researched the [redacted] herself and then came to the dealership to buy what she wanted. At no time, did any member of our sales staff tell this customer that the vehicle would tow 5,000 pounds.
We are always open to trading any customer into another vehicle that better suits their needs. A visual inspection and appraisal would have to be done and then a deal worked and submitted to a lender on any vehicle the customer chooses.
Let me just start this by saying I am not in it for something free NOR do I want to get anyone in trouble so I wont name names. If I owned a business and this went on, I would NEED to know about it. I hope this makes it all the way up to the owner, and I hope he takes it seriously.
I purchased a $65,000+ truck here in 2012, and after the initial awkwardness of being ignored since I was a young guy looking at an expensive truck, the sales part was fine.
I got a new Dodge 1500 ecodiesel about 2 months ago and brought it to this dealer for its first oil change. (I tried calling for 3 days and NOBODY would answer or return a message so I just showed up and there was no line) WHAT A MISTAKE! At around 12PM-1PM on Wednesday 9/17/14 I went in for the oil change and was told it would take about an hour. My phone died at 2:45PM-ish, so I went to the service desk to inform them I would be in the lobby when it is done and to not call me because my phone was dead. The service guy went check on the status of my truck. He told me the tech was having problems getting the drain plug to go back in and that’s what was taking so long. No problem, ill go patiently wait longer in the lobby. After watching all the ESPN that I could stand and talking with other unhappy service customers, the service guy came get me at closing time to inform me that my truck was broke, they ordered the part, and had a rental car lined up for me. I was extremely irritated to say the least, but realizing it wasn’t his fault, I tried to not take it out on him. That’s about where my patience ended. After realizing they got me a rental CAR, I told them I needed a truck for work. “Oh, that’s an issue we would need to talk to the manager about”. I informed the manager that I am in town for work and a car just wouldn’t cut it, I NEEDED a truck. “Sorry, we don’t have any trucks”…I said well you have a whole lot of trucks, why cant I loan one of those out? “my man, we are a car DEALER, not RENTER.” Then he proceeds to act like I was the one who broke the truck, or that it was done by the factory. “I went back and looked at it myself, when they get it to the point of torqueing, it wont stop spinning”, oh so you cross threaded the plug and when you tried forcing it the threads ripped, causing the oil to leak? “No it was like that before we got it”…. If it was like that before I brought it there, why wasn’t oil leaking for the last 8XXX miles?? I then asked what was I supposed to do about moving my cargo trailer to a house I rented that night because I was in a $135/night hotel and needed to move. “I don’t know what to tell you”. Ok, well what am I supposed to do when I show up to work and my boss sends me home because I don’t have a truck? “I don’t know what to tell you”. Then he awkwardly walks out of the office with someone, leaving me there dumbfounded at how ridiculously BAD this dealers service department is. Not only did I sit there for 5 hours for an oil change, have my truck broken by them and blamed on me, be told I was SOL about my hotel and job, AND get a rental CAR- they wanted ME to pay for the rental! WTH?!?! 1st off, why would I have any business messing with the drain plug to strip it myself? That doesn’t make sense. 2nd off, it was their fault! Why should I pay for the rental?! They charged $100 to my card to cover any damages that might happen to the car, but it was refunded. Here is the worst part- This oil change and this dealer essentially cost me an extra night in a $135 hotel, not being able to work without a truck for 5 working days (which adds up to a large amount of money), and the $215 for the oil change! Luckily my boss was semi-understanding and it didn’t cost me my job! Instead of apologizing for messing up and comp-ing the oil change, they charged the rental to MY insurance, which also baffled me. Also, the entire time I was there, the service department was being paged for a phone call and nobody answered the phone even though 3-6 people were always back there standing around. On top of that, an ice cream truck showed up with free ice cream for them and the shop shut down for a long time – not that they had a long line of unhappy customers waiting or anything!! I will NEVER be back to this dealer, and neither will many of the guys I work with in the oilfield of this area. We spend a TON of money at local businesses, but we also stick together when one of us is done wrong. It is time to get this service department in decent order or you might as well close the doors in my book. I will drive back to Illinois for an oil change before I return here, and I suggest everyone else avoid it all costs also!
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
K[redacted]
On occasion we do direct mail to our customers and conquest customers.
This is a very effective method to advertise to customers that may be in the market. [redacted] is in our data base for service work he had done at our Morgantown location. Therefore when we do a data base...
mailer he is on the list. We have marked him do not mail to, we have also deleted his address and phone number from our DMS computer system. However there is no guarantee that we will never mail him again or call him again. If we do a conquest mailer as mentioned above that is a list provided normally from [redacted] data who buys customer information from the DMV. If we select the type of criteria that [redacted] fits in there is no way of deleting his name and information from getting our mail.
[redacted] said he gets regular mailings from us, which can not be the case because we have not done a direct mail sale in about a year. If Chrysler Corporation sends him information I can not control nor stop that. If another Chrysler or none Chrysler dealer sends him Direct mail we can not control that nor stop that. I feel that he must have us confused with other mailing he is getting. If he can show me something that I have sent him other then the buy back mailer we just did this month I would be able to look into it further. The phone calls that he received were from me Doug Urse asking him if he was interested in either trading his car in, or to just sell it back to us.
[redacted] stated that he has called in about six times. I have looked in our phone recording system that goes back 5 years and there are no calls from him to us complaining about any type of mailer. There is a few phone calls surrounding the time that he had a service appointment.
One thing he may do is contact [redacted] and let them know that he does not own that vehicle any longer. There is still no guarantee that he will not receive mail from us or another dealer. I am sorry that he is getting so upset about mail being sent to him. In closing again if he has something that can be sent to you then you forward it to me I would be more then happy to look into if further.
Doug Urse
Date: 12/11/2014
To: Revdex.com/Canton Regional and Greater West Virginia
From: Urse Dodge
14 Tygart Mall Loop
Whitehall, WV 26554
Reason: [redacted] Complaint [redacted]
The customer had an invalid driver license, therefore we could not put her in a rental car. You must have a valid drivers license to drive a vehicle. Once her drivers license is valid we will be more than happy to place the customer in a rental car while we fix their vehicle. I called and left a message for the customer to return my call on 12/11/2014 at 1:30pm.
Joe Urse
Urse Automotive Group
[redacted]
ptertaining to the Morgantown store ,the sales manager is the most rude person ive ever had to deal with. he was the nicest person when I was purchasing ,now that im having problems,he and the service manager treats you like dirt on their shoes ,ive never been treated with less respect than I have been treated with dealing with these two individuals they shouldn't be allowed to deal with the public very unhappy and would not recommend this dealer to anyone
We have taken the customers complaint very seriously and researched the statements made for validity. We felt like there was some certainly miscommunication between ourselves and the customer though none of that was done with any malicious intent. Our staff initially thought that they were...
making a fair deal to the customer and satisfying his needs. After the sale it was determined that the vehicle did not meet the customers needs. We worked with the customer on another transaction and he purchased another truck that satisfied his initial complaint. The customer did not lose any of the money from the transaction in question and we feel the situation is remedied and closed.