We have had the opportunity to review the complaint along with the square proposal the customer has sent us that was used to negotiate the deal The customer was negotiating on 12/15/on a vehicle that we did not have in stockThis 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 $plus any additional accessories that are added prior to purchaseThe $covers paint and fabric protection that is applied at the dealershipWe represented this vehicle to have a list price of $and that we would sell the vehicle for $after incentivesWe also offered $for the customers tradeThese numbers were verified by the agreement we were able to print out of our CRM database from 12/15/as well as by the square agreement the customer recently sent us that he was in possession of The MSRP of this truck is $plus $plus an additional $for a bedliner the customer requestedThat brings total list price to $As stated above, the square the customer has that he is questioning shows we agreed to sell the truck for $and offer $on trade The actual purchase agreement that the customer signed during consummating the deal on 12/19/was actually for a selling price of $This is found by subtracting line ($37250) from line ($5250)In WV incentives are required to be non taxed and therefore separated on the buyers order, but the customer actually paid $37250-$(incentives) = $and did receive the $on trade, as shown on line We contracted this customer at $less than we had agreed to as shown by the square he has sent to support to his claimWe do not enjoy nor anticipate to have disputes on price or regarding to what was agreed to in a dealHowever, in this case each document shows that the customer paid $for the truck and received $for his trade and these were the agreed upon terms prior to us going to get the vehicle for him and on 12/19/when we actually contracted the dealThe customer makes mention that before contracting he again asked for a lesser price and was again told that these were our final terms
[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] ***
To Whom It May Concern, This is to respond to Complaint ID [redacted] from the Revdex.comOn October 4th [redacted] purchased a Chrysler from Urse Chrysler Dodge Ram of Morgantown, trading in a Jeep Liberty [redacted] was treated with the upmost professional care by our sales department while she was thereWe 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 vehicleUnfortunately 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 RegulationsAt 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 RegulationsWe 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 husbandWe 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 inAlso 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 issueShe came into the dealership and demanded her old vehicle back and for us to take her car back that she had purchasedIt 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 vehicleAt this point she demanded that we just give her the [redacted] and take the vehicle she purchased backOnce again she was explained that we couldn't do thatWe made attempts to trade her into another vehicle that she would feel better about but was unable to do soDuring this time she had an issue with her remote start on her Chrysler 200, we set an appointment for her to bring it in to diagnosis the issueShe 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 inShe 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 repairedWhen 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 workThe 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 happyBut [redacted] wanted to trade out of the Chrysler and get into a 4WD SUV and lower her payment from [redacted] to between [redacted] to [redacted] rangeWe showed her a pre-owned Dodge Journey but it was out of her price range as far as paymentShe then asked about a 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 for months at a much lower interest rate than we were able to secure on the 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 matterIf you have any other questions you may call me at [redacted] Sincerely, [redacted] Urse Automotive Group
Ms***, 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
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 namesIf I owned a business and this went on, I would NEED to know about itI hope this makes it all the way up to the owner, and I hope he takes it seriouslyI 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 fineI got a new Dodge ecodiesel about months ago and brought it to this dealer for its first oil change(I tried calling for 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/I went in for the oil change and was told it would take about an hourMy 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 deadThe service guy went check on the status of my truckHe told me the tech was having problems getting the drain plug to go back in and that’s what was taking so longNo problem, ill go patiently wait longer in the lobbyAfter 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 meI 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 endedAfter 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 isNot only did I sit there for 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 sense2nd off, it was their fault! Why should I pay for the rental?! They charged $to my card to cover any damages that might happen to the car, but it was refundedHere is the worst part- This oil change and this dealer essentially cost me an extra night in a $hotel, not being able to work without a truck for working days (which adds up to a large amount of money), and the $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 meAlso, the entire time I was there, the service department was being paged for a phone call and nobody answered the phone even though 3-people were always back there standing aroundOn 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 areaWe spend a TON of money at local businesses, but we also stick together when one of us is done wrongIt is time to get this service department in decent order or you might as well close the doors in my bookI will drive back to Illinois for an oil change before I return here, and I suggest everyone else avoid it all costs also!
Date: 12/11/ To: Revdex.com/Canton Regional and Greater West Virginia From: Urse Dodge Tygart Mall Loop Whitehall, WV 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/at 1:30pm Joe Urse Urse Automotive Group [redacted]
Dear [redacted] I am writing in response to the complaint filed by the [redacted] *egarding the purchase of a pre-owned Jeep Wrangler Unlimited The vehicle had a certified pre-owned inspection completed at our dealership on 2/27/ 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/ Our organization held a pre-owned sale during the dates of 3/- 3/ 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 inspectionThe 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 includedOur 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 ***e made numerous attempts to contact the customer that day and the next with no response from the customer Eventually, they did speak to ***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 closedRespectfully, [redacted] ***
On occasion we do direct mail to our customers and conquest customersThis 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 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 furtherDoug Urse
We have had the opportunity to review the complaint along with the square proposal the customer has sent us that was used to negotiate the deal The customer was negotiating on 12/15/on a vehicle that we did not have in stockThis 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 $plus any additional accessories that are added prior to purchaseThe $covers paint and fabric protection that is applied at the dealershipWe represented this vehicle to have a list price of $and that we would sell the vehicle for $after incentivesWe also offered $for the customers tradeThese numbers were verified by the agreement we were able to print out of our CRM database from 12/15/as well as by the square agreement the customer recently sent us that he was in possession of The MSRP of this truck is $plus $plus an additional $for a bedliner the customer requestedThat brings total list price to $As stated above, the square the customer has that he is questioning shows we agreed to sell the truck for $and offer $on trade The actual purchase agreement that the customer signed during consummating the deal on 12/19/was actually for a selling price of $This is found by subtracting line ($37250) from line ($5250)In WV incentives are required to be non taxed and therefore separated on the buyers order, but the customer actually paid $37250-$(incentives) = $and did receive the $on trade, as shown on line We contracted this customer at $less than we had agreed to as shown by the square he has sent to support to his claimWe do not enjoy nor anticipate to have disputes on price or regarding to what was agreed to in a dealHowever, in this case each document shows that the customer paid $for the truck and received $for his trade and these were the agreed upon terms prior to us going to get the vehicle for him and on 12/19/when we actually contracted the dealThe customer makes mention that before contracting he again asked for a lesser price and was again told that these were our final terms
[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] ***
To Whom It May Concern, This is to respond to Complaint ID [redacted] from the Revdex.comOn October 4th [redacted] purchased a Chrysler from Urse Chrysler Dodge Ram of Morgantown, trading in a Jeep Liberty [redacted] was treated with the upmost professional care by our sales department while she was thereWe 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 vehicleUnfortunately 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 RegulationsAt 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 RegulationsWe 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 husbandWe 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 inAlso 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 issueShe came into the dealership and demanded her old vehicle back and for us to take her car back that she had purchasedIt 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 vehicleAt this point she demanded that we just give her the [redacted] and take the vehicle she purchased backOnce again she was explained that we couldn't do thatWe made attempts to trade her into another vehicle that she would feel better about but was unable to do soDuring this time she had an issue with her remote start on her Chrysler 200, we set an appointment for her to bring it in to diagnosis the issueShe 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 inShe 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 repairedWhen 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 workThe 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 happyBut [redacted] wanted to trade out of the Chrysler and get into a 4WD SUV and lower her payment from [redacted] to between [redacted] to [redacted] rangeWe showed her a pre-owned Dodge Journey but it was out of her price range as far as paymentShe then asked about a 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 for months at a much lower interest rate than we were able to secure on the 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 matterIf you have any other questions you may call me at [redacted] Sincerely, [redacted] Urse Automotive Group
Ms***, 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
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 namesIf I owned a business and this went on, I would NEED to know about itI hope this makes it all the way up to the owner, and I hope he takes it seriouslyI 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 fineI got a new Dodge ecodiesel about months ago and brought it to this dealer for its first oil change(I tried calling for 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/I went in for the oil change and was told it would take about an hourMy 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 deadThe service guy went check on the status of my truckHe told me the tech was having problems getting the drain plug to go back in and that’s what was taking so longNo problem, ill go patiently wait longer in the lobbyAfter 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 meI 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 endedAfter 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 isNot only did I sit there for 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 sense2nd off, it was their fault! Why should I pay for the rental?! They charged $to my card to cover any damages that might happen to the car, but it was refundedHere is the worst part- This oil change and this dealer essentially cost me an extra night in a $hotel, not being able to work without a truck for working days (which adds up to a large amount of money), and the $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 meAlso, the entire time I was there, the service department was being paged for a phone call and nobody answered the phone even though 3-people were always back there standing aroundOn 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 areaWe spend a TON of money at local businesses, but we also stick together when one of us is done wrongIt is time to get this service department in decent order or you might as well close the doors in my bookI will drive back to Illinois for an oil change before I return here, and I suggest everyone else avoid it all costs also!
Date: 12/11/ To: Revdex.com/Canton Regional and Greater West Virginia From: Urse Dodge Tygart Mall Loop Whitehall, WV 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/at 1:30pm Joe Urse Urse Automotive Group [redacted]
Dear [redacted] I am writing in response to the complaint filed by the [redacted] *egarding the purchase of a pre-owned Jeep Wrangler Unlimited The vehicle had a certified pre-owned inspection completed at our dealership on 2/27/ 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/ Our organization held a pre-owned sale during the dates of 3/- 3/ 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 inspectionThe 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 includedOur 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 ***e made numerous attempts to contact the customer that day and the next with no response from the customer Eventually, they did speak to ***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 closedRespectfully, [redacted] ***
On occasion we do direct mail to our customers and conquest customersThis 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 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 furtherDoug Urse