This transaction started out as *** and *** came in to purchase a Dodge Ram on 08/26/We made a mistake with the financing and called them immediately and told them
of our errorWe explained that when we quoted them payments, we did with a balloon amount in their new finance payments, which was wrong to the amount of approx15,which is why the payment was more affordable. In order to remedy this situation, we reduced the price of our truck approx$in order to make up for our errorWe have always admitted fault in this matter and because we are West Herr and customer satisfaction is our most paramount objective, we went ahead and offered that to our customersAfter going back and forth our customers had a final requestOn 08/29/they really wanted to make sure that this vehicle had back up cameraOur customers had also said in order to get to their payment goal that they would put down $plus transfer of plate feesThat amount came to a total of $When we sell aftermarket accessories we fully disclose the price written on all available paperwork so our customers know what they are getting and what it costThey had agreed to a certain payment and when they wanted a back up camera we discounted the vehicle of the cost of the back up camera so the payment wouldn’t changeWhen it came time to sign the paperwork, the customers questioned the why the cost of the camera was $and why they were paying for itThe camera RETAILS FOR $and we reduce it to cost as West Herr was lowering the price of the truck they purchased so that the payment wouldn’t changeUpon signing all of the final paperwork, the customers questioned why they were paying for the camera and we talked and said that they weren’t because after we added the back up camera their agreed upon payment hadn’t changedThe customers felt they were paying for the camera because the COD was $and the reduced price of the camera was $they had felt they were paying for itEven after we agreed to the payment they had been told, after they told us they wanted the back up camera to be happy, and we agreed to that, and their payment hadn’t changed, we went ahead with the deal and signed all paperwork and they took delivery of the vehicle on 08/31/After delivery we ordered the camera and again, we dropped the ball and didn’t call our customer and let them know that the camera had come in until 09/09/We set up an appointment to have the camera installed and it took longer than expectedWe had communicated with *** and *** and agreed that we didn’t want to rush the job and to get it done rightWe kept the car overnight and agreed to take the car to them in Lockport on 09/10/When our lot staff went to take the car them, they got lost and it took longer then we had agreed toThis upset and customers and rightfully soAgain we had an opportunity to try and make this situation right and we didn’t
After that our customers still were not satisfied and we had agreed to meet with themOn 09/19/myself, the General Manager and the Director of Variable Operations and make sure that we try to hash this outWe met the customers in Lockport at our Lockport location and admitted that we had really dropped the ball throughout this whole transaction and wanted to clear the airWhen we mess up which we had, we wanted to make sure that there was nothing left that they had concerns for and try to move on as amicably as possibleAt that point they had a concern with the detail job that had been done and we agreed that we would have the vehicle re-detailed and we would Simonize the vehicle at no cost to our customer and a kind of peace offeringAt that point we had asked repeatedly if there was anything else that we could do and *** and ***’s response was noWe had brought up the $$ for the back up camera and ***’s response was I didn’t come to here to do thatThen we both agreed that we will re-detail the vehicle and we parted ways
We said because the were closest to Lockport, they would deal with the GM at the Honda store to re-detail the truckOn 09/21/They had the truck detailed and our customer wasn’t happy with that detailSo after that we called the best detail company in the city and made them an appointmentWe’ve called them now no less than times and we haven’t received a return phone call to confirm their appointment with the out sourced detail company as of 09/28/ I recommend at this point we refund the $so we can consider this matter closed and all move on
Dear [redacted],
We are attempting to grant the customer's request of
trading out of this vehicle, pending finance approval and vehicle selection.
Customers current concerns are powertrain related. The vehicle...
has coverage up
to 100,000 miles for these concerns. We have offered her a 50% off deal on the
purchase of an extended powertrain warranty with nothing down, and a 12 month
payment option. We have also offered to pay the diagnosis of her concerns with
another authorized Chrysler dealer. She is currently exploring the trade
option. Sincerely,
[redacted]
Executive Assistant to [redacted], President
West Herr Automotive Group
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Additionally, most of what Mr. [redacted] wrote was true but he forgot to add when our truck was lost for 3hrs. Mr. [redacted] knows what happened then. One most important part to this complaint is the fact West Herr Business Manager Jon told my kids (in person not by phone) the mistake he made and how he was going to fix the mistake by buying our truck. We dont get kids involved just not right. They didnt buy the truck as they said they were to instead West Herr gave an extra $7000 off truck but the truck which was already on Manager Special via online price at 35,010.00 because the truck sat on West Herr lot for 1 year. Dealerships have ways to work with the numbers to make it look better than it seems. Also the detail work was not performed accurately on multiple occasions including: when we took delivery of truck, service appointment to check brakes and install camera, when they applied the Glasscoat, and on Monday 10/10/16 when our truck was sent to a special detail company that deatils high valued vehicles. To be honest West Herr didnt make a mistake, they made mutliple continuous mistakes!! With all the headache, time spent away from work, dealing with issue after issue $510.00 refund is a mild resolution but one we are willing to accept to close this case. Regards, [redacted]
Dear[redacted],
I apologize for the delay in responding to this complaint. In the spirit of customer satisfaction, Mr. [redacted] was reimbursed the $57 and should be satisfied with our resolution of his concern.
Sincerely,
[redacted]
Assistant to [redacted]...
This transaction started out as *** and *** came in to purchase a Dodge Ram on 08/26/We made a mistake with the financing and called them immediately and told them
of our errorWe explained that when we quoted them payments, we did with a balloon amount in their new finance payments, which was wrong to the amount of approx15,which is why the payment was more affordable. In order to remedy this situation, we reduced the price of our truck approx$in order to make up for our errorWe have always admitted fault in this matter and because we are West Herr and customer satisfaction is our most paramount objective, we went ahead and offered that to our customersAfter going back and forth our customers had a final requestOn 08/29/they really wanted to make sure that this vehicle had back up cameraOur customers had also said in order to get to their payment goal that they would put down $plus transfer of plate feesThat amount came to a total of $When we sell aftermarket accessories we fully disclose the price written on all available paperwork so our customers know what they are getting and what it costThey had agreed to a certain payment and when they wanted a back up camera we discounted the vehicle of the cost of the back up camera so the payment wouldn’t changeWhen it came time to sign the paperwork, the customers questioned the why the cost of the camera was $and why they were paying for itThe camera RETAILS FOR $and we reduce it to cost as West Herr was lowering the price of the truck they purchased so that the payment wouldn’t changeUpon signing all of the final paperwork, the customers questioned why they were paying for the camera and we talked and said that they weren’t because after we added the back up camera their agreed upon payment hadn’t changedThe customers felt they were paying for the camera because the COD was $and the reduced price of the camera was $they had felt they were paying for itEven after we agreed to the payment they had been told, after they told us they wanted the back up camera to be happy, and we agreed to that, and their payment hadn’t changed, we went ahead with the deal and signed all paperwork and they took delivery of the vehicle on 08/31/After delivery we ordered the camera and again, we dropped the ball and didn’t call our customer and let them know that the camera had come in until 09/09/We set up an appointment to have the camera installed and it took longer than expectedWe had communicated with *** and *** and agreed that we didn’t want to rush the job and to get it done rightWe kept the car overnight and agreed to take the car to them in Lockport on 09/10/When our lot staff went to take the car them, they got lost and it took longer then we had agreed toThis upset and customers and rightfully soAgain we had an opportunity to try and make this situation right and we didn’t
After that our customers still were not satisfied and we had agreed to meet with themOn 09/19/myself, the General Manager and the Director of Variable Operations and make sure that we try to hash this outWe met the customers in Lockport at our Lockport location and admitted that we had really dropped the ball throughout this whole transaction and wanted to clear the airWhen we mess up which we had, we wanted to make sure that there was nothing left that they had concerns for and try to move on as amicably as possibleAt that point they had a concern with the detail job that had been done and we agreed that we would have the vehicle re-detailed and we would Simonize the vehicle at no cost to our customer and a kind of peace offeringAt that point we had asked repeatedly if there was anything else that we could do and *** and ***’s response was noWe had brought up the $$ for the back up camera and ***’s response was I didn’t come to here to do thatThen we both agreed that we will re-detail the vehicle and we parted ways
We said because the were closest to Lockport, they would deal with the GM at the Honda store to re-detail the truckOn 09/21/They had the truck detailed and our customer wasn’t happy with that detailSo after that we called the best detail company in the city and made them an appointmentWe’ve called them now no less than times and we haven’t received a return phone call to confirm their appointment with the out sourced detail company as of 09/28/ I recommend at this point we refund the $so we can consider this matter closed and all move on
Dear [redacted],
We are attempting to grant the customer's request of
trading out of this vehicle, pending finance approval and vehicle selection.
Customers current concerns are powertrain related. The vehicle...
has coverage up
to 100,000 miles for these concerns. We have offered her a 50% off deal on the
purchase of an extended powertrain warranty with nothing down, and a 12 month
payment option. We have also offered to pay the diagnosis of her concerns with
another authorized Chrysler dealer. She is currently exploring the trade
option. Sincerely,
[redacted]
Executive Assistant to [redacted], President
West Herr Automotive Group
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Additionally, most of what Mr. [redacted] wrote was true but he forgot to add when our truck was lost for 3hrs. Mr. [redacted] knows what happened then. One most important part to this complaint is the fact West Herr Business Manager Jon told my kids (in person not by phone) the mistake he made and how he was going to fix the mistake by buying our truck. We dont get kids involved just not right. They didnt buy the truck as they said they were to instead West Herr gave an extra $7000 off truck but the truck which was already on Manager Special via online price at 35,010.00 because the truck sat on West Herr lot for 1 year. Dealerships have ways to work with the numbers to make it look better than it seems. Also the detail work was not performed accurately on multiple occasions including: when we took delivery of truck, service appointment to check brakes and install camera, when they applied the Glasscoat, and on Monday 10/10/16 when our truck was sent to a special detail company that deatils high valued vehicles. To be honest West Herr didnt make a mistake, they made mutliple continuous mistakes!! With all the headache, time spent away from work, dealing with issue after issue $510.00 refund is a mild resolution but one we are willing to accept to close this case. Regards, [redacted]
Dear[redacted],
I apologize for the delay in responding to this complaint. In the spirit of customer satisfaction, Mr. [redacted] was reimbursed the $57 and should be satisfied with our resolution of his concern.
Sincerely,
[redacted]
Assistant to [redacted]...
[redacted], President