Anthony Santiago | Page 18

Lawton Chrysler Jeep Dodge RAM responded

My name is Anthony Santiago. I am the General Manager of Lawton Chrysler Jeep Dodge Ram. It is with regret and despair that I address the unfortunate event that has occurred to Mrs. Sansbury and her vehicle. Mrs. Sansbury came in 2 months ago for a repair to her 2018 Jeep Wrangler. Unfortunately, as has been a problem worldwide, her part was on back order for 2 months or longer. We suggested that she ground the vehicle until the part arrived. At that time she requested a loaner to drive while we waited for the part. Our loaner policy is very specific during these times as we only can provide 5 to 8 vehicles to support 35 customers a day. As a result, we limit our loaners to customers that have purchased their vehicle from us. We also are limited to the time and availability of the loaners. In this case, she did not purchase her vehicle from us, and we are constrained on the length of time it would be out. This program, like most dealers programs, are a convenience when available, not an entitlement for our customers. For these reasons, we were not able to oblige her request at the initial time of repair. Mrs. Sansbury returned in the middle of June upset that her part had not shown (once again out of our hands), and expressed her important need for a vehicle to be driven out of town to South Carolina. After explaining that our loaner policy has a strict rule on taking vehicle outside of state limits, Rob (Service Manager) attempted to help find some local rental agencies to help her situation. With no viable results on that end, Rob called me while I was on Vacation and asked if we can help with her unique situation. Despite my trepidations and our strict policy, I agreed to make a one-time exception to help her very important situation, and we allowed her to take the vehicle out of state. Keep in mind that she did not qualify for a loaner let alone one to leave the state. In my opinion, up to that point, we went above and beyond to help her in a time of need. While she was on vacation, we received the part and fixed her vehicle. The tech initially parked the vehicle on the service drive area so the porter could eventually move the vehicle to the proper storage area behind the dealership. The vehicle stood there til Sunday 7:47 am where I was able to view surveillance footage of the vehicle leaving the dealership. I showed the footage to Mrs. Sansbury once I retrieved it. The keys were never moved from the cashier’s office where it was under surveillance the whole time. We believe someone stole the vehicle by breaking in to the back window. A couple days later she returned to our dealership with the vehicle. The police located it at a local dentist office. The rear glass was broken and there was noticeable damage to the vehicle. She asked what I was planning to do about it. I told her that we both pay insurance for these type situations, and I gave her our insurance information. She asked to keep my loaner for a few days to get things situated and I obliged her that convenience. In fact, as I am writing this response, Mrs. Sansbury is still currently driving our loaner. I am legitimately embarrassed and upset that this happened to her. Working in this field for well over twenty years, it is not the first time I have seen or heard of this happening and it will surely happen again, I just hate to see it happen to this family. Yet as terrible as it is, I feel like we have been very helpful and understanding of her plight during these times. We are very sympathetic and are content to let insurance process continue to do their part at this time. Sincerely Anthony Santiago

Lawton Chrysler Jeep Dodge RAM responded

Thank you, DJ!

Lawton Chrysler Jeep Dodge RAM responded

Hi there. Thanks for taking a moment to rate our dealership. Your feedback is greatly appreciated!

Lawton Chrysler Jeep Dodge RAM responded

Thanks for sharing your experience, harfordfamily99. We look forward to your next visit. Have a great day!

Lawton Chrysler Jeep Dodge RAM responded

Thanks for the kind review, Randy!

Lawton Chrysler Jeep Dodge RAM responded

We appreciate your five-star rating and review! Thanks for trusting our team with your vehicle needs:)

Lawton Chrysler Jeep Dodge RAM responded

Thanks for the great review, jjmcam. We appreciate your business and look forward to your next visit. Have a great day!

Lawton Chrysler Jeep Dodge RAM responded

Thank you for sharing your experience, BeckyGerman36. We appreciate your business and look forward to your next visit.

Lawton Chrysler Jeep Dodge RAM responded

Thanks for trusting Lawton Chrysler Jeep Dodge RAM with your vehicle needs. We appreciate your business and hope to work with you again.

Lawton Chrysler Jeep Dodge RAM responded

Hello. We're sorry you are dissatisfied with your experience with our service department. We’re typically known for our exceptional attention to detail and we regret to have missed the mark. I would like to hear more about your experience. If you would like to get in touch with a manager at (580) 350-6000, we would greatly appreciate it.