Lima Auto Mall

Lima Auto Mall responded

As a dealership owned by the same family for over 100 years, we here at Lima Auto Mall take our customers experience very seriously. That said, it sounds as though the experience that was had, was less than what was expected. We would like to acknowledge, in regard to the concern on negotiating, that the vehicle had been discounted more than $1000. When posed with the ultimatum that there would not be a visit to our dealership from the customer without an exact figure for the trade, before having the opportunity to see it, we did give an exact dollar amount. That same amount, once the truck arrived here at Lima Auto Mall, was still honored regardless of the few minor things that we were not made aware of before the visit. Before the visit to the dealership, the customer had seen all of the nearly 40 high definition pictures online and had talked about multiple ones during the conversation. Once at the dealership, the customer spent much time inspecting the truck as well as test driving. Once satisfied, the deal was consummated. After the customer had gone home, days later we had been called with a concern that there was a dent in the bed of the truck directly behind the rear cab window. The customer then sent to us the exact picture, with the dent in it, that was disclosed on our website when the truck was for sale. With the apparent frustration from the customer, we offered to reverse the purchase. In doing so we explained that we would take the new truck back that was purchased and in return give back the vehicle that was traded in with the customer owing the cost the dealership placed into their trade in as we prepared it for sale on the lot. These costs included a hung up caliper, detail, and several other items. When offered, the customer said that he wanted to keep his newer truck. We understand that a vehicle can be, for many, the second biggest purchase that is made in their lifetime. As such, we take the experience very seriously and want to make sure that it is as important to us as it is them. With that said, we again appreciate your business and if you need anything further, please do not hesitate to reach out to us. 419-993-6000

Lima Auto Mall responded

As a dealership, The Lima Auto Mall looks forward to providing an excellent experience with every customer and interaction that may occur. We are proud to offer two of the best vehicle lines on the market, but as they are mechanical items, there will always be frustrations that can arise out of vehicle ownership. In this scenario, we were requested that the service department "relearn" the tire positions on the car. At that time we had not been notified of any continuing issues regarding the wheels. As part of the service visit, the service manager also reset the system in the service drive as was requested. When test driven, and scanned for codes, the software was confirmed to be up to date and there was no abnormal shifting noted during the test drive. At that time, we discussed this with the customer, explaining that no abnormal shifting was able to be duplicated. These circumstances, while infrequent but also frustrating, unfortunately do sometimes occur. Per General Motors policy, when a dealership is unable to duplicate a customer concern, they are to document that concern as well as acknowledge that there was no notable duplication at that time. At this point in the service visit, the customer had requested that the software be altered on the vehicle to which we explained that we do not have the ability to create new programming for the vehicle but can utilize only the newest software that the manufacturer makes available for the unit. Understanding that this can cause some frustration, we have been told from the customer that they felt they should have purchased a Ford as they felt they may not have incurred any transmission issue with a different make. We understand that this may have created a frustrating situation and would like to acknowledge it as such. Please do not hesitate to reach out to us with any further concerns and we look forward to working with you in the future. - Jeff Taylor 419-993-6000