Ryan Auto Mall

Ryan Auto Mall responded

Michael, we understand the situation and your frustrations with the issue with your van, however the defect that you were requesting us to repair under factory warranty was deemed not to be a manufacturer default and, therefore, not a warrantable item. We were further instructed that your direct appeal to the Chrysler Customer Care team on more than one occasion and at a high level, resulted in confirmation direct from the manufacturer that your claim was denied. Please understand that your manufacturer warranty excludes those damages that have been caused by outside parties, the owner's abuse or mishandling. Please refer to the coverages section of your owner's handbook for a full explanation. In defending ourselves as to your comments, we would like to impress on you that we did provide photographs to Chrysler care on your behalf and acted in an appropriate manner. We also feel that we acted in an honest manner by not trying to push through a fraudulent repair that wasn't covered. We apologize for any delay that you feel we were responsible for in reaching this conclusion

Ryan Auto Mall responded

Christine and Casey Root purchased a used 2018 Chevrolet Traverse from our Ryan Auto Mall Chevrolet location on 8/26/2020. The original in-service date of the vehicle was 06/29/2017. The manufacturer includes a 36 month OR 36,000-mile, bumper to bumper limited warranty and 60 month OR 60,000-mile powertrain warranty. The customers were offered an extended vehicle coverage at the time of purchase to cover out-of-warranty repairs. The customers declined to purchase that coverage. The customer brought the vehicle in for repairs on 01/20/2021 with 30,243 miles on the odometer. The customer asked for, and received, a free courtesy transportation vehicle for the day while the vehicle was in our service department. The vehicle needed a replacement Accelerator Pedal Position Sensor at a cost of $385.74. This repair was not covered by the manufacturer warranty. The customer contacted our used vehicle manager who agreed with the customer to share equally in the cost of the repair. This was done as a gesture of good faith and the customer agreed to pay half of the repair bill ($192.86). On 1/25/2021 a review was posted in the name of Christine Marie Root stating “we have and will continue to tell every person we see and interact with on social media and in person (3500+ friends and over 12,000 Instagram followers, plus 8500 twitter followers to never do business or trust Ryan Auto Mall Sales as they are blatant liars, and knew this vehicle was out of warranty. . .we have received over 4,000 comments on this. You probably won’t even publish this information or response as this will make you look bad-but it is honest, something that Ryan Auto Mall should strongly consider when hiring people”. We take great pride in our reputation here at Ryan Auto Mall and of the honest nature of our staff. Upon being made aware of this review, our GM, Mr. Rob Ryan telephoned Christine Root to discuss her review and ascertain the nature of her dissatisfaction. Christine Root told Mr. Ryan she knew nothing of the review and that she had thought the matter had been dealt with. She suggested that it must have been written by her husband Casey. She gave Mr. Ryan her husband’s telephone number and Mr. Ryan called him right away. Mr. Ryan discussed the series of events, warranty coverages, the complementary service loaner vehicle and sharing of the out of warranty expense with Mr. Root and asked him to clarify what else Mr. Root would like to have been done. The purpose of calling Mr. Root was to attempt to smooth over the situation and ensure he and his wife were happy customers. Mr. Root, however, took a different approach, becoming angry and repeatedly using inappropriate foul and abusive language on the telephone. When asked to desist in using such language, Mr. Root continued his outbursts, and it was at this point that Mr. Ryan relayed to Mr. Root that he no longer wished to carry on the conversation. While we regret that this customer had any kind of issue with a vehicle purchased from us, things happen and when they do, we have a reputation for reaching out and trying to make things right by the customer. In this instance, unfortunately we have experienced a customer exaggerating a situation with mis-quotes, falsehoods, unfair accusations, threats to spread misinformation across his social platforms, and confrontational foul language that we are not prepared to engage with further.

root53b responded

Ryan Auto Mall this is not accurate at all; even more concerning is that Rob would have someone else type this with inaccurate statements - the extended warranty was atrocious in cost when presented - note that was left out here....common tactic..., this was also presented as a fall back as our current warranty wasn’t set to expire until 36k - again - they fail to mention this. The vehicle had an issue, the dealership then said to deliver it to Buffalo for warranty, was told it would be under warranty when delivered to service shop - they fail to mention this... then the call came stating “oops, looks like warranty actually ran out before it was even on our lot” If we didn’t pay - it would have been “well tow it somewhere else then” so we did pay 1/2 to get the vehicle fixed as they pressed back in the “our bad, the warranty was over before we sold it” Ron did call after we paid to get vehicle back - but when pressed on how this can happen he became defensive - my statement was “Do you not think this is B.S.that we were sold a vehicle, and also negotiated on price around it still having a portion of the 3yr/36k warranty remaining” Ron then stated he did not want to talk anymore, and never answered any calls back - rather then discuss this, he wants to avoid this and would rather have someone else type up and throw the statement above around as mis-quotes and falsehoods - Rob has my number and can call to discuss this further if he pleases, though I am sure he won’t as he knows this was wrong....and has “other deals to make before the day is over”....