Rosie Gonzalez

Droblesfitness responded

Rosie from customer relations never returned My numerous calls requesting assistance and direction for resolution on a scratch on my vehicle which was documented during a walk around before driving off the lot. It was advised to me that I would be contacted with a resolution. I inquired several times over the last 4 months since purchasing back in October and still have not heard back. I last spoke to Rosie in November and was given an excuse about the lack of a response due to the holidays. Every time I called Rosie I got her voice mail. I heard several excuses when reaching out to several people “ sorry, it’s the end of month- we are so busy” “sorry, it’s the beginning of month- we are so busy”. “Sorry, it’s the Holidays- we are so busy.” Well we are now in February and I still haven’t heard anything back. I told Rosie I received an email requesting a review, and I am the type of person that leaves a review, i would like to leave a positive review but at this point (in November) I am so frustrated I feel the best I can do is leave no review. Rosie’s response was” well if you feel you need to leave a bad review then I understand and you are free to do that”. This is the customer relations representative saying this… if anyone should care and do their best to resolve an issue it’s her. A lack of interest and an unwillingness to resolve was immediately recognized by that comment. after all this time I feel it’s time for me to simply give feedback to warn others. Miguel was responsive and escalated my concerns until he didn’t respond any longer. I was requesting assistance and no matter who I reached out to I was not given a resolution. I felt for Miguel as he was limited because of Rosie’s lack of resolution. The sales manager (who is no longer with the dealership) provided misleading finance rates and in the end would not offer me the rate I qualified for because the dealership “had to make some money on the deal.” With a credit score of over 800, I should not have been priced so high on the finance. My choice was to walk or sign. It was 8 pm on a Friday and I had my wife and Newborn with us. My hands were tied so I had to sign, and seek a refinance later. My advice to avoid this in the future is to be sure to have quotes for “best case” and “worst case” before you commit. Get anything they say or promiss in writing before doing any paperwork. UPDATE: I am happy to say I spoke with a very attentive representative named Aba. She was amazing. I told her my whole story for about 40 minutes. She was very empathetic and apologetic and escalated my situation to the general manager Dan Orel. I also spent about 45 minutes on the phone with Dan. Very impressed with him. In customer service the customer should be listened to. I felt heard because of Aba and Dan. Dan went above and beyond to resolve my issues and I am a happy customer. If you have any issues- these are the two people you want to speak to. They made the experience at Chrysler Claremont a 5 star experience. Thank you!