Inadequate and Unsatisfactory Customer Service after they... - thadjensen
Inadequate and Unsatisfactory Customer Service after they got their money!!!
THIS BELOW EMAIL WAS SENT ON 2/24/21. AS OF 2/26/21 I STILL HAVE NO CONTACT FROM THE DEALERSHIP.
Dear Mr. Luke Miller,
I am submitting a formal complaint about the inadequate and unsatisfactory customer service we received from our sales person, Miguel Alavrez.
On 1/8/21, we purchased a 2016 Buick Cascada, stock number K4359, which was a certified pre-owned vehicle. Upon delivery of the vehicle the next day, due to your repair needs to meet the 172 point inspection requirements. We were informed by Miguel that the interior rocker panel area, on both sides of the door jams, needed to be scheduled for painting, it wasn't able to be completed before delivery 1/9/21. The repair expectation was clearly discussed and guaranteed to be handled per our purchase agreement stated in the "We Owe" completed by Miguel.
So the repair journey began. We waited two weeks, heard nothing. We called Miguel the third week, he assured us someone would be calling us that day to schedule the repair. We patiently waited the fourth week, still nothing. We have texted him at least 10 times, very little response or weak excuses. We still continue to patiently wait, now approaching SEVEN weeks since the purchase. We have never received any communication from your dealership regarding this repair. Our sales person continues to pass the buck with no regard for following through and standing behind the terms of the sale.
I understand I am entitled to expect the things I buy are of acceptable quality. I am sure you will agree that in view of the above problems the customer service was not of a reasonable standard. I wonder if this is standard practice at your shops or this is the usual feedback that you receive from your customers. I find what happened to be unacceptable at all scales and request from you to have the windows tinted as an offering of good faith.
We expect these repairs of the vehicle will be provided at no cost. We expect the vehicle to be picked up from our residence, and a loaner vehicle provided at no charge. If repairs and compensation can be completed quickly and effectively, I will consider the matter settled. If not, I will not hesitate in the next steps of the grievance process. First would be a call directly to Mr. Jim Ferman Jr. followed immediately by a call to the regional manufacturer representative directly regarding the quality of customer service from your dealership then followed by a website posting regarding the entire experience with Ferman Buick.
Please telephone my wife Tammie to arrange for the repair to be carried out. I consider seven days to be a fair time frame to have the repairs and compensation completed and back to us in full working order.
Regards,
Thad Jensen
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