We have had the
opportunity to review the complaint along with the 4 square proposal the
customer has sent us that was used to negotiate the deal. The customer
was negotiating on 12/15/14 on a vehicle that we did not have in stock. This is
a common practice as we are often able to...
trade inventory with other
dealerships to meet a customers request. We list each
of our vehicles at MSRP plus $695 plus any additional accessories that are
added prior to purchase. The $695 covers paint and fabric protection that is
applied at the dealership. We represented this vehicle to have a list price of
$37250 and that we would sell the vehicle for $32974 after incentives. We also
offered $17000 for the customers trade. These numbers were verified by the
agreement we were able to print out of our CRM database from 12/15/14 as well
as by the 4 square agreement the customer recently sent us that he was in
possession of. The MSRP of
this truck is $36180 plus $695 plus an additional $399 for a bedliner the
customer requested. That brings total list price to $37274. As stated above,
the 4 square the customer has that he is questioning shows we agreed to sell the
truck for $32000 and offer $17000 on trade. The actual
purchase agreement that the customer signed during consummating the deal on
12/19/15 was actually for a selling price of $32000. This is found by
subtracting line 1 ($37250) from line 34 ($5250). In WV incentives are required
to be non taxed and therefore separated on the buyers order, but the customer
actually paid $37250-$5250 (incentives) = $32000 and did receive the $17000 on
trade, as shown on line 14. We
contracted this customer at $974 less than we had agreed to as shown by the 4
square he has sent to support to his claim. We do not enjoy nor anticipate to
have disputes on price or regarding to what was agreed to in a deal. However,
in this case each document shows that the customer paid $32000 for the truck
and received $17000 for his trade and these were the agreed upon terms prior to
us going to get the vehicle for him and on 12/19/15 when we actually contracted
the deal. The customer makes mention that before contracting he again asked for
a lesser price and was again told that these were our final terms.
Ms. [redacted],
I wanted to let you know we have received your letter and the concerns you have brought to our attention. I have asked my Service Manager ([redacted]) to reach out to you to schedule a repair visit for us to look at these concerns. I have also authorized them...
to put you in a rental vehicle while we have your [redacted] in Service. I am committed to keeping the vehicle no more than two days and for us to make every effort to resolve this leak issue this visit. I will provide further information on this claim once this visit has occurred.
Thanks,
Matt Urse
After digging into Mr. [redacted] complaint I did in fact find his statement to be true. The original tech that performed the work had been off due to a back injury and therefore that put us at a shortage in transmission techs. Its not that we did not care about the customer we had a major lack of communication. We have sent a check out to Mr. [redacted] on Monday 12/8 for the amount of $1478.35 which is reimbursement for us rebuilding the transmission that was still inoperable due to a part being installed incorrectly.
[redacted]
Urse Automotive Group
Service and Parts Director [email protected]
I have read the request for additional compensation and am not willing to agree to this request. All issues to my knowledge with respect to the matters brought to our attention in the initial complaint have been resolved. I am considering this matter closed and will not be responding to further notices. It's clear that unless our dealership pays the money requested by the consumer it will not satisfy them. My offer for the gas cards still stands through the end of the month.
I am writing in response to the complaint filed by the [redacted]egarding the purchase of a pre-owned 2015 Jeep Wrangler Unlimited. The vehicle had a certified pre-owned inspection completed at our dealership on 2/27/16. This inspection is used to...
determine if a vehicle meets the requirements to be certified. Once the inspection is completed the pre-owned vehicle manager has to agree to certify it and in-turn process the certification paperwork through the manufacturer. This designation allows the next owner extended warranty coverage, roadside assistance, and next day rental coverage for warranty repairs. It is our belief that this is a great added value to pass along to our customers whenever it's possible. The Jeep Wrangler identified in the consumer notice [redacted] passed all of FCA's certified pre-owned vehicle checklist as indicated by the technician that completed the inspection (see attached) on 2/27/16. Our organization held a pre-owned sale during the dates of 3/10 - 3/13. This Jeep was purchased at the sale as a certified pre-owned Jeep. Previous to purchasing the Jeep, our customer looked at the vehicle the evening prior to purchasing it. They then returned the next day and spent a lot of time with the salesperson negotiating the terms of a deal and inspecting the vehicle. The salesperson took the time to go through the whole vehicle, including the jack compartment, speaker compartments, under the seats, all other interior portions of the vehicle. To the best of our knowledge there was no water or condensation in the Jeep at the time of delivery, or during our technicians inspection.
The customer did notice a small dent on the exterior during this process and asked if we would be willing to repair it. We agreed that we would do so. Once the customer agreed to purchase we included in writing that we would repair the dent. This document is called a "We Owe" and states that nothing else is owed or promised. We know that sometimes on a car lot a small ding or dent can occur. We are confident it did not exist during the inspection on 2/27/16, but certainly could have occurred while on our lot. The signed We Owe is included.
Our customer called into the dealership the day after their purchase, 3/11/16, with various concerns regarding their Jeep. It was explained to them that they should direct any concerns or questions to [redacted] the pre-owned sales manager. [redacted]e made numerous attempts to contact the customer that day and the next with no response from the customer. Eventually, they did speak to [redacted]e and our finance manager at our Morgantown location and stated that they have water in the jack compartment and what they believe to an old jack in the vehicle. We asked to have the vehicle brought into our service department. Upon receiving the Jeep it was clearly evident that the Wranglers top was not put on properly. The bolts in the back of the top were tightened down way too tight and the clips in the front were not affixed properly. This would without a doubt cause the seal to be damaged, as this is a very common occurrence for new Wrangler owners. Our customer did state to [redacted] that they had the panels off. We agreed to replace the seal and repair this as well as supplying a new jack to the customer.
Our service department has replaced the seal, installed a new jack, and repaired the dent. We have repaired each of the customers concerns without asking for any payment or deductible from the customer and consider this matter closed.
Respectfully,
[redacted]
We have had the
opportunity to review the complaint along with the 4 square proposal the
customer has sent us that was used to negotiate the deal. The customer
was negotiating on 12/15/14 on a vehicle that we did not have in stock. This is
a common practice as we are often able to...
trade inventory with other
dealerships to meet a customers request. We list each
of our vehicles at MSRP plus $695 plus any additional accessories that are
added prior to purchase. The $695 covers paint and fabric protection that is
applied at the dealership. We represented this vehicle to have a list price of
$37250 and that we would sell the vehicle for $32974 after incentives. We also
offered $17000 for the customers trade. These numbers were verified by the
agreement we were able to print out of our CRM database from 12/15/14 as well
as by the 4 square agreement the customer recently sent us that he was in
possession of. The MSRP of
this truck is $36180 plus $695 plus an additional $399 for a bedliner the
customer requested. That brings total list price to $37274. As stated above,
the 4 square the customer has that he is questioning shows we agreed to sell the
truck for $32000 and offer $17000 on trade. The actual
purchase agreement that the customer signed during consummating the deal on
12/19/15 was actually for a selling price of $32000. This is found by
subtracting line 1 ($37250) from line 34 ($5250). In WV incentives are required
to be non taxed and therefore separated on the buyers order, but the customer
actually paid $37250-$5250 (incentives) = $32000 and did receive the $17000 on
trade, as shown on line 14. We
contracted this customer at $974 less than we had agreed to as shown by the 4
square he has sent to support to his claim. We do not enjoy nor anticipate to
have disputes on price or regarding to what was agreed to in a deal. However,
in this case each document shows that the customer paid $32000 for the truck
and received $17000 for his trade and these were the agreed upon terms prior to
us going to get the vehicle for him and on 12/19/15 when we actually contracted
the deal. The customer makes mention that before contracting he again asked for
a lesser price and was again told that these were our final terms.
Ms. [redacted],
I wanted to let you know we have received your letter and the concerns you have brought to our attention. I have asked my Service Manager ([redacted]) to reach out to you to schedule a repair visit for us to look at these concerns. I have also authorized them...
to put you in a rental vehicle while we have your [redacted] in Service. I am committed to keeping the vehicle no more than two days and for us to make every effort to resolve this leak issue this visit. I will provide further information on this claim once this visit has occurred.
Thanks,
Matt Urse
Date:
border-bottom-style: dashed; border-bottom-color: rgb(204, 204, 204); position: relative; top: -2px; z-index: 0;">12/11/2014
To: Revdex.com customer complaint
From: Urse Dodge
14 Tygart Mall Loop
Whitehall, WV 26554
Re[redacted] complaint
After digging into Mr. [redacted] complaint I did in fact find his statement to be true. The original tech that performed the work had been off due to a back injury and therefore that put us at a shortage in transmission techs. Its not that we did not care about the customer we had a major lack of communication. We have sent a check out to Mr. [redacted] on Monday 12/8 for the amount of $1478.35 which is reimbursement for us rebuilding the transmission that was still inoperable due to a part being installed incorrectly.
[redacted]
Urse Automotive Group
Service and Parts Director
[email protected]
I have read the request for additional compensation and am not willing to agree to this request. All issues to my knowledge with respect to the matters brought to our attention in the initial complaint have been resolved. I am considering this matter closed and will not be responding to further notices. It's clear that unless our dealership pays the money requested by the consumer it will not satisfy them. My offer for the gas cards still stands through the end of the month.
[redacted]
Dear [redacted]
I am writing in response to the complaint filed by the [redacted]egarding the purchase of a pre-owned 2015 Jeep Wrangler Unlimited. The vehicle had a certified pre-owned inspection completed at our dealership on 2/27/16. This inspection is used to...
determine if a vehicle meets the requirements to be certified. Once the inspection is completed the pre-owned vehicle manager has to agree to certify it and in-turn process the certification paperwork through the manufacturer. This designation allows the next owner extended warranty coverage, roadside assistance, and next day rental coverage for warranty repairs. It is our belief that this is a great added value to pass along to our customers whenever it's possible. The Jeep Wrangler identified in the consumer notice [redacted] passed all of FCA's certified pre-owned vehicle checklist as indicated by the technician that completed the inspection (see attached) on 2/27/16. Our organization held a pre-owned sale during the dates of 3/10 - 3/13. This Jeep was purchased at the sale as a certified pre-owned Jeep. Previous to purchasing the Jeep, our customer looked at the vehicle the evening prior to purchasing it. They then returned the next day and spent a lot of time with the salesperson negotiating the terms of a deal and inspecting the vehicle. The salesperson took the time to go through the whole vehicle, including the jack compartment, speaker compartments, under the seats, all other interior portions of the vehicle. To the best of our knowledge there was no water or condensation in the Jeep at the time of delivery, or during our technicians inspection.
The customer did notice a small dent on the exterior during this process and asked if we would be willing to repair it. We agreed that we would do so. Once the customer agreed to purchase we included in writing that we would repair the dent. This document is called a "We Owe" and states that nothing else is owed or promised. We know that sometimes on a car lot a small ding or dent can occur. We are confident it did not exist during the inspection on 2/27/16, but certainly could have occurred while on our lot. The signed We Owe is included.
Our customer called into the dealership the day after their purchase, 3/11/16, with various concerns regarding their Jeep. It was explained to them that they should direct any concerns or questions to [redacted] the pre-owned sales manager. [redacted]e made numerous attempts to contact the customer that day and the next with no response from the customer. Eventually, they did speak to [redacted]e and our finance manager at our Morgantown location and stated that they have water in the jack compartment and what they believe to an old jack in the vehicle. We asked to have the vehicle brought into our service department. Upon receiving the Jeep it was clearly evident that the Wranglers top was not put on properly. The bolts in the back of the top were tightened down way too tight and the clips in the front were not affixed properly. This would without a doubt cause the seal to be damaged, as this is a very common occurrence for new Wrangler owners. Our customer did state to [redacted] that they had the panels off. We agreed to replace the seal and repair this as well as supplying a new jack to the customer.
Our service department has replaced the seal, installed a new jack, and repaired the dent. We have repaired each of the customers concerns without asking for any payment or deductible from the customer and consider this matter closed.
Respectfully,
[redacted]