Rob Ryan | Page 2

Ryan Auto Mall responded

Jason, we're happy to hear you had such a positive experience with our team! If you have any further questions, please give us a call. We're always happy to help!

Ryan Auto Mall responded

Bishop, you have any further questions, please give us a call. We're always happy to help!

Ryan Auto Mall responded

Thank you for your feedback. We absolutely strive to provide our customers with an efficient and professional service experience, so we are disappointed to hear that yours was not up to par. Please contact us at (612) 326-6209 to discuss your concerns, as your satisfaction is of utmost importance to us.

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.