Foundation Chrysler Dodge Jeep Ram FIAT of Wichita Falls

Foundation Chrysler Dodge Jeep Ram FIAT of Wichita Falls responded

Sir, I am truly sorry that my conversation with you and our attempt to try and make it right wasn't enough. When we spoke on the phone you seemed to be happy with your reimbursement and our apologies. I am not sure what changed but you agreed that our multiple calls and taking responsibility changed your outlook on us. I do however understand that at the end of the day it wasn't handled with enough concern and action from our sales manager. We will continue to make mistakes as we go forward but it is our mission to try and rectify them and learn from that experience. thank you, Brad Rodgers

TJWO responded

I too am sorry your attempt fell short of ensuring 100% customer satisfaction, as I'm still stuck with a fair loss as a result of this fiasco. I will agree I was happy to have received an apology. I was not and I'm still not happy the first phone call I had received with the intent to provide the full recoupment of my loss resulted in a second and final phone call that became half that amount and a continued effort to specifically assign blame. As I stated, in retrospect there has been a continued lack of effort to simply do the right thing by the customer. After our conversation, my wife asked me if I was satisfied. My response? "It's better than nothing, right? I don't understand why they can't follow through on the original intent to recoup our loss and provide an appropriate level of customer service and ensure 100% satisfaction" No customer should walk away thinking, "Its better than nothing?" This means a business has failed. As the owner of a family run MSP that has been around for 35 years, I'd like to think I know a fair bit about what it means to provide customer service and to ensure my customers are always 100% satisfied. I too have had employees make mistakes and errors that have created problems for clients. Never, ever, have I asked or expected a customer to accept or consider that they might be at fault. Doesn't matter if they in fact might have been. My only question and concern is what I can do to make it right. If that means providing a refund, a new piece of equipment, free labor, changing policies, etc., so be it. Doesn't matter what the cost is, what matters is doing the right thing, keeping the customer happy, and ensuring their needs are met and continue to come back because they know what they're getting. Sometimes mistakes cost you, and that's okay because in the end when you make it right, customers come back, word of mouth spreads in a positive fashion, and your reputation stays intact. My experience with this dealership has fallen short of what I expect, despite claims of a culture to the contrary. Either we have a failure to communicate, or I have shed light on a systemic issue the extends beyond one horrible consumer experience with a sales manager. I have spelled out what it will take for you to properly rectify those mistakes as is your mission, and you have an opportunity to now learn from an experience. To do anything less than provide a full recoupment of my losses as was the initial offer and expectation shows a clear intent contrary to your stated commitments as a business. So, I challenge you to hold yourself to the standard you claim to set, and provide the remaining loss I have incurred. You do that, and you will have earned a 5 star rating and 100% customer satisfaction from me as you should try to earn from every customer and prove to those prospective clients reading this you put your money where your mouth is. If you don’t, then it paints a clear picture for me and to potential customers you will lose after they read this review, we’re dealing with a business that says all the right things, but does something completely different. *Update* - 10/29/19 No further communication received. Unfortunately, as expected this dealership has failed in it's self stated mission to rectify mistakes, learn from them, and take the appropriate steps to make this customer completely whole after this experience. Really very disappointing after providing an exceptional level of patience. I will do my best to perform my civic duty and share this experience on every review site and all social media platforms to ensure as many potential customers are reached and provided a fair warning to take their business elsewhere. No consumer deserves to be lied to, mistreated, defrauded, or made to feel insignificant without recourse. Additionally, in further effort to recoup my losses I will be lodging a complaint with the Better Business Bureau, the Attorney Generals Office of the state of Texas and my home state of Missouri. After which I'll be sending a letter to the Patterson family directly to ensure they are aware of how one of their dealerships is conducting business in their family's name, and perhaps they will be honorable enough to direct those responsible to make me whole again.