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How would you handle ths?i

Old 11-05-2010, 06:06 PM
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Default How would you handle ths?i

I am still not satisfied with your refund offer for the protection package on my wife's new Traverse.

It is well known in the car business these type of packages are just another way for the dealership to pad their bottom line. A car with a clearcoat does not need a paint sealant nor is undercoating needed on a new car these days. The interior fabric care can be easily done by the owner at a fraction of the cost. After crawling under the vehicle it was obvious the undercoating was not professionally done ( missed spots, rear bumper not protected). I also don't appreciate that the price for this package was not disclosed upfront.

For these reasons I am asking for a total refund. I would also like the phone number or e-mail address of Mr. XXX XXXX so I can resolve this issue soon so my wife and I don't have to deal with it anymore while she undergoes cancer treatment.


Real complaint.
Tell me what would you do?

Last edited by Mr. Paul; 11-05-2010 at 06:08 PM. Reason: oops left a name in there
Old 11-05-2010, 06:34 PM
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How much $$ are you talking about?
Old 11-05-2010, 06:36 PM
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$695
Old 11-05-2010, 08:48 PM
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I have one dealer that I buy cars from and they know better than to try to pull this crap on me. When I ordered my 2010 Camaro SS they tried to charge me dealer prep when I specifically told them to not do anything when they got the car off of the truck so how could they charge me? The salesman was so embarrassed he immediately refunded me the charge, and gave me 10 free car washes.

Mr. Paul- If they charged you $695, what did they offer in refund? If you didn't agree to any of these I don't see how they could possibly charge you for them. If they are complaining they have additional monies doing these services, could you ask them for a like vehicle that they haven't done this BS to?

Reminds me of the Seinfeld episode where "Putty" the car salesman charged an upcharge for the upcharge. Then charged for a "key charge" and Jerry asked why they are charging for a key, and the salesman responded "How are you going to start it?" Not to far from reality now days!

Russ
Old 11-05-2010, 09:25 PM
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I've never bought an extended protection policy and have owned my vehicles for 8-10 years. With proper maintenance and the vehicles original warrenty that's enough for me. Besides any major defect is either discovered/covered the 1st 3-5 years or the manufacturer puts out a recall that's covered!
Old 11-05-2010, 10:29 PM
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Originally Posted by Mr. Paul View Post
I am still not satisfied with your refund offer for the protection package on my wife's new Traverse.

What was the refund offer?

It is well known in the car business these type of packages are just another way for the dealership to pad their bottom line. A car with a clearcoat does not need a paint sealant nor is undercoating needed on a new car these days. The interior fabric care can be easily done by the owner at a fraction of the cost. After crawling under the vehicle it was obvious the undercoating was not professionally done ( missed spots, rear bumper not protected). I also don't appreciate that the price for this package was not disclosed upfront.

None of the above has anything to do with anything "if" you had discussions in regards to a vehicle care package. But you can definitely complain about the quality of work done. If the undercoating is as bad as you say, then what is there for you to believe the rest of the treatments is any better? The undercoating is a visual fact which can NOT be denied, the other two treatments no one can prove the treatment nor their quality. Therefore play the one against the two other......be the broken record on what you can prove, not what you can not! Do not sway from the strenght of your facts until you are satisfied!

For these reasons I am asking for a total refund. I would also like the phone number or e-mail address of Mr. XXX XXXX so I can resolve this issue soon so my wife and I don't have to deal with it anymore while she undergoes cancer treatment.

Refund is good, or, is there anything else you would have liked but didn't want to pay for the upgrade? Remember if an item is worth $500 off the shelf and $400 for them to install it, in reality that item will only cost the dealer a few hundred bucks at best! So DON'T settle for the $900 item as a settlement because you are loosing big time! See where I'm coming from, be smart about things.

Now if you do get the refund I would still press them to reapply the three treatments properly for being cheated (if that's what you were). Sorry works somethings and for somethings, but IMO this is not one of them.

Playing the trump card of your wife's cancer treatment is a dicie one in my books. Personally if I used it I would use it as a punctuation to a point rather than using it as leverage. I would be very concerned about over using it if I were you. IMO if you over use it they will only want to close the doors and tell you to hit the road.


Real complaint.
Tell me what would you do?
Good luck
Old 11-06-2010, 12:39 AM
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There seems to be some confusion as to Mr. Paul's post.

Without stepping on Mr. Paul's toes or speaking for him, I'm just trying to clear up his message. If I am wrong, I apologize and please correct me.

From his previous posts, we know that Mr. Paul is the manager of a well respected, 100+ year old automobile dealership and is not the customer that is asking for the refund.

It seems to me that he is asking US, what WE would do in this situation if WE were the person that is in charge and is being asked to resolve the above scenario.

The product that was sold to the customer is the paint, undercoating and fabric protection package, otherwise known to some as the aftermarket "mop & glow" protection package and not an extended service plan (warranty).

From what I understand, Mr. Paul (or an unknown third party for this scenario) has evidently offered some type of partial refund to the customer.

So rather than accept the apparent partial refund offer from Mr. Paul (or the other person), the customer is asking for a full refund and in a timely manner so he can tend to his wife's cancer treatments.

In order for me to make an informed decision on this matter, I would like to know if the customer agreed (or asked for) the protection package to begin with. Was it listed as $695 on an addendum sticker on the window, or was it "packed into" the purchase price without being offered as a seperate item to the customer? Did the wife purchase the vehicle without the husband being present and is the husband now pissed off that she was "sold" the protection package with or without her knowledge? Is he using the cancer treatment as a financial hardship situation for the basis of his refund request or does he appear to be just a pissed off customer and is threatening to contact the owner of the dealership by throwing that in for a sympathy motivator for his request?

With that additional information, I would be happy to respond with my answer.
Old 11-06-2010, 04:04 AM
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Originally Posted by Mr. Paul View Post
I am still not satisfied with your refund offer for the protection package on my wife's new Traverse.

It is well known in the car business these type of packages are just another way for the dealership to pad their bottom line. A car with a clearcoat does not need a paint sealant nor is undercoating needed on a new car these days. The interior fabric care can be easily done by the owner at a fraction of the cost. After crawling under the vehicle it was obvious the undercoating was not professionally done ( missed spots, rear bumper not protected). I also don't appreciate that the price for this package was not disclosed upfront.

For these reasons I am asking for a total refund. I would also like the phone number or e-mail address of Mr. XXX XXXX so I can resolve this issue soon so my wife and I don't have to deal with it anymore while she undergoes cancer treatment.


Real complaint.
Tell me what would you do?
If your in sales, go get the manager. If your the manager, get the owner. . Go get some more java and head to the bathroom after you get the next guy in charge on it. .. Take todays new paper and stay a while.
Knowing when to point fingers doing a little two step, and letting someone else deal with it is half the fun in the business world and a very smart move some times.

Last edited by liveaboard74; 11-06-2010 at 04:14 AM.
Old 11-06-2010, 04:06 AM
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Agree with aboater - I would add this that - other things being equal....

Totally up to your business practice. One side is hey you bought it - buyer beware - the other side is ....sure it hasn't cost us diddly up to now - for public relations refund ALL the money. or deduct what you have spend to on this car for after sale protection so far.

My sister bought a similiar package against my advice as in general I think most of these are costly and unecessary as the letter says but they DO wax her car every year
Old 11-06-2010, 04:47 AM
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It is unclear as to how the package became part of the transaction and why the customer would agree to it without knowing the cost.
Assuming the deal was legitimate in the first place I handle situations similar to this in this manner. I am in the contracting business not the car business.
1. A heart felt apology for the failure to meet the customers expectations.
2. Make good the work.
What basis is there for refunding or offering any credit if the work is performed? I remind you, this is when there is a legitimate order.
If I performed additional work without an agreement and the customer did not want to pay for it. I would eat it.
Old 11-06-2010, 04:56 AM
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Refund it fully IF ANY of the following MAY BE TRUE:

A) the price for the package wasn't discussed up front
B) the the customer didn't have the option to turn it down
C) the application of the product was be weak, missed spots etc.

Most importantly, just don't make a big deal about it. Better to focus on the next sale than to worry about getting beat up by 1 of 100... Ego's get in the way, it's only money and you'll make more $$$ NOT worrying about this $695 anyway- so I'd refund it and move on.

You probably sell alot of these without any problem right? And you want all the salesmen to feel good about selling them right? Then don't make this tiny little thing an issue for all those salesment to talk and banter around the dealership. Because when that happens, they sell less of them!
Old 11-06-2010, 05:54 AM
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AB read my mind. This is a real complaint that I received via email.
1) This product is sold after the car is purchased.
2) This product is disclosed to the purchaser verbally and on paper.
3) This Customer never told us SHE had cancer. (still do not know what that has to do with anything)
4) This customer brought the vehicle back for the application received a loaner car while the "rust and dust" was put on the Traverse.
5) We never met the HUSBAND who is making the complaint. Never been in the store did not come to the store to help with the purchase.
6) A full refund was given.
7) The person who sold the "pro pac" tried to save the full refund. I don't disagree that he tried.
8) The "concerned husband" only contact with us was 1 phone call and this complaint we never heard from the purchaser.
9) We sell about 70 of these "pro pac" a month. Yes I want to make money as the person stated in his complaint. I also refund over the course of the year on average 1 per year.
10) As to the application I don't know if it was good or bad we never got a chance to look at it with him to see what he is talking about. Traverse does not have a "bumper" per se and also who is going to shoot rust proof in that area with the air bag sensors and other electronics? He was just making a case for himself for the refund.


There you have it one little complaint. Now since we have my shoes on what do you do with the customer in the future? Which after we debate this I will tell you my thoughts on what we should do.
Old 11-06-2010, 05:57 AM
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Originally Posted by Garett View Post
Good luck

Garett when I was on my walk this morning I was listening to the song Wreck of the Edmond Fitzgerald. And thinking back to your post about snow this time of hear. Gordon Lightfoot said this was a November gale that took the ship down. Sorry I know I am way off topic on my own topic. Just a little shout out ok?
Old 11-06-2010, 06:12 AM
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Surprised dealships still try and pedal that stuff, discracefull...
Old 11-06-2010, 06:14 AM
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6) A full refund was given.
If you gave him all his money back what else does he want? A kiss?
Old 11-06-2010, 06:25 AM
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Yikes - What are we missing? He already has a full refund? What is his complaint? More importantly what satisfaction does he want? Hard to comment without that!
Old 11-06-2010, 06:36 AM
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Pucker up and kiss his butt....!

Again....
Old 11-06-2010, 07:35 AM
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From your first post, the customer asked for a full refund and the phone or email of a Mr XXX XXXX. It sounds like you've satisfied the full refund portion of his request. The phone or email part sounds like he wants his pound of flesh. If Mr XXX XXXX is the owner or GM or someone else who doesn't routinely get involved in these matters, I guess there's a couple of ways you could go about handling it. 1) Mr XXX XXXX gets on the phone with the guy to catch an ear full. 2) Tell the customer the buck stops with you. You are fully authorized to speak on behalf of the dealership and Mr XXX XXXX and you catch the ear full. 3) Hide in the bathroom with the newspaper and the salesman.

Unless I'm misreading it or there is additional information, it sounds like the customer wants to vent a little. Maybe if he gets it off his chest he'll go away feeling like he won. Or, he could just be one of those customers who'll never be satisfied. I'd give him his one opportunity to bark. If he wants something that can be attained for chump change (like redoing the undercoat to cover the missed spots), do it. If he wants something that is obviously ridiculous (like a replacement vehicle), politely explain that you've done all you can for him.
Old 11-06-2010, 07:53 AM
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Originally Posted by MacCTD View Post
Surprised dealships still try and pedal that stuff, discracefull...

No not really. You have to make money where you can. They know what the product is and what it will do. I am not in the least shamed by selling a product. If you or I don't see a need for this they can say no and about two thirds do say no. Not for me or you to judge what people want or purchase. It is offered not shoved.

Mr. XXX XXXX is the owner of the store who is not active in the business. He lives in Wisconsin and Florida depending on the season. To make things clear I am the final word on anything in the store.
Old 11-06-2010, 07:56 AM
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deleted - double post.

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