Royal Gate Dodge Chrysler Jeep Ram, Inc.

When we invited Mr. [redacted] into our Service Department our Service Manager [redacted] showed him that it was not possible for Royal Gate to have been responsible for the damages on his ladder. However...as a "Goodwill" gesture Royal Gate would like to extend our offer...

again we made to Mr. [redacted] for a "Service Credit" in the amount of $179.26 for him to use at his convience at Royal Gate. Thank you!

Mr. [redacted] purchased a new Challenger from Royal Gate Dodge. When numbers were agreed upon Mr. [redacted] signed a credit application authorizing Royal Gate Dodge to run his credit and attempt to secure a loan for his purchase. After the vehicle was delivered Mr. [redacted] was upset that he received...

decline letters from 4 of the lenders that his loan application was submitted to. The communication from Mr. [redacted] was not made clear to the finance department until weeks after the purchase was completed.  Upon several discussions it was brought to the attention of Royal Gate that Mr. [redacted] only wanted his loan application submitted to the lender he had been initially pre-approved by. We tried to explain the situation that his signature on the credit application authorized us to secure financing from multiple sources. Part of our responsibility is to make sure our  customers receive the best and all financing options that are available to them. We attempt to secure the lowest possible rates for our customers as was the case in reference. Regards,

I talked to this Mrs. Haynes yesterday, and declined reimbursement. She had her vehicle in for a hard to start issue. We diagnosed it as a weak fuel pump, because she did not like the price, she declined and went to [redacted] and some other independent shop for a diagnosis. They advised her she needed a...

power module???????? How they have that technology, I have no clue. But because it was $200.00 cheaper than our diag., she had it done, and claim it was fixed. If we had the opportunity to fix the vehicle and it was incorrect, we have responsibility.  [redacted]

Initial Business Response /* (1000, 5, 2015/09/11) */
9/11-2015 Royal Gate registered vehicle. Then we applied for first duplicate title from state of Mo. which we did not receive. Had to apply for second duplicate title from state of Mo., still waiting on state to send to rectify situation for...

Miss [redacted]. Royal Gate offered Miss [redacted] a rental vehicle during this process and she declined the offer.

On behalf of Royal Gate Dodge and our staff please accept our sincere apology for the lack of customer service and response. We are ordering a second key for Ms. [redacted] today and we will be contacting her directly when the key is ready. If you have any further questions or...

comments regarding this matter, please feel free to contact me directly at [redacted] or [redacted]@royalgatedodge.com.Sincerely,[redacted]

Initial Business Response /* (1000, 10, 2015/09/10) */
9/10-15 Sales Manager stated that customer falsified income on credit application. Customer presented check stubs that did not match credit application, this caused customer's payment to go up one hundred dollars due to lender not having...

correct information. We have customer's money for trade-in. Customer needs to come to Royal Gate and sign affidavit in order for funds to be released to customer.

Our General Sakes Manager spoke to [redacted] this morning and they a meeting set tomorrow at 10:00 a.m.at Royal Gate to resolve all issues.
Thank you!
[redacted]

Tell us why here...
[redacted] Revdex.com# [redacted]
The situation has been rectified. Delay was caused from customer sending a photo copy of the VIN/Emissions not the original. Once the original VIN/Emissions was received, title work has been processed at the State level. The plates are expected...

within the next few days. Royal Gate Dodge reimbursed customer $45.00 for a Texas temp tag during this delay. Please feel free to call me, if any additional information is needed.
[redacted]
General Manager
[redacted]

Initial Business Response /* (1000, 11, 2015/07/28) */
Manager left a message for Mr. [redacted] on 7/27-15 to try and resolve the customer's concern. Mr. [redacted] has received his paperwork. Manager will continue to try and contact Mr. [redacted].

Initial Business Response /* (1000, 5, 2016/02/22) */
February 22, 2016
Royal Gate Dodge Chrysler Jeep Ram Inc.
Complaint Case# [redacted] (Ref#X-XXXXXXXXX-XXXXXXX-X-XXX)
Consumer: [redacted]
To whom it may concern,
In response to complaint below,
Cancelled a service agreement within...

14 days on or about 10/9/2015. Still no refund as of 2/9/2016.
Every time we have inquired about it the story changes. First time they claim no paper work. Second time waiting for Mopar. Third time
[redacted] had lost the check. Royal Gate was cancelling check and sent a new one. Forth inquiry back to waiting for Mopar to issue check.
The refund check was mailed to the lienholder [redacted] Bank on February 5, 2016. The amount will come directly off the loan balance. Mr. [redacted] has also received his apology.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not not received any apology,I had to contact the business several times before this was taken care of.What about the interest accrued on the 899 for two months.I know its only small amount, but why should I have to pay it.

Initial Business Response /* (1000, 10, 2016/01/06) */
Customer was in the dealership on Nov 19, 2015 and all repairs were completed at that time at no cost to the customer, the pre-owned sales department covered the cost of electrical and suspension repairs. Repair order XXXXXX

On behalf of Royal Gate Dodge and our management team we are sorry for any inconvenience or problems this has caused. We did receive a call from [redacted] on November 1st, however we could not find any record of any one contacting her from Royal Gate. To prevent any future contacts from Royal...

Gate we have taken [redacted]'s contact and mailing information out of our  computer system. [redacted] does not owe Royal Gate any additional information, nor do we owe her any additional information. If for any reason [redacted] should need anything from Royal Gate please have her contact me directly at [redacted]@royalgatedodge.com.
Sincerely,
[redacted]
Customer Relations Manager

Ms. [redacted] was notified yesterday that the correct SRT floor mats will arrive at Royal Gate today 8/4/17 and we will have them delivered to her tonight by 6:00 p.m.  Yesterday we also hand delivered by a Royal Gate employee her paperwork to her as well as the check she...

is questioning. We apologize for any for any inconvenience we have caused and greatly appreciate her patience!

Ms. [redacted] brought her vehicle in because her transmission had no reverse. Ms. [redacted] authorized $450.00 to inspect and advise. This vehicle is equipped with a dual drive clutch and the clutch is worn out. The part is not covered by any warranty. Ms. [redacted] was called and advised on cost of repairs....

Ms. [redacted] declined, stating she has no money. She also refused to put the vehicle back together at this time. Attached is a copy of: A.      Repair Order signed by Ms. [redacted]B.      VIP Summary ReportC.      Mopar Vehicle Protection Eligibility ReportD.      Dealer Connect- Coverage Result: not covered under warranty or service contract If you need any further information please let us know and we will be happy to respond. Respectfully, [redacted]

Our service manager on 8/11/16 [redacted] told me that unfortunately of the item being defective or not…the vehicle was out of warranty be several miles and the customer had no extended warranty. This customer has been in our dealership one time. Please let me know if you need anything...

else.Thank you![redacted]

They have not made contact after numerous calls and more issues have developed. I paid off the vehicle over a month ago and they will not give me the title nor refund for gap insurance policy.

Initial Business Response /* (1000, 12, 2015/12/18) */
December 2, 2015
Revdex.com Case# XXXXXXX
To whom it may concern,
Response to complaint filed by [redacted].
It should be prefaced that [redacted] was combative with sales staff and management from her first visit to Royal Gate Dodge. Every...

effort was made to accommodate her in every facet of the deal. Customer was originally turned down for finance from several lenders. When customer was told she had no approval from lending intuitions she proceeded to begin yelling and swearing at the finance manager and salesperson. The following day [redacted] the Finance Manager made several phone calls to Mrs. [redacted] and lenders to secure financing. Royal Gate sold the vehicle at a loss to be able to secure said financing for Mrs. [redacted]. Mrs. [redacted] was friendly and accommodating on one phone call and belligerent and angry the next. Mrs. [redacted] attitude and demeanor were unpredictable at best throughout the entire sales and delivery process.
1. Requested bedliner not installed prior to pick up.
a. As bedliner was not negotiated or included in the purchase of the automobile and was understood by Royal Gate and customer that if the customer was to be paying for the bedliner Royal Gate would schedule the service work to be performed by our body shop at the first available opening. Customer assumed that bedliner would be installed prior financing and delivery.
b. Customer had called Royal Gate body shop earlier in the day for pricing, was unhappy with pricing quoted. Upon arrival Mrs. [redacted] told the salesperson that our price was hundreds lower than other vendors of spray in bedliners. Customer states that she would have been happy to pay by phone for bedliner ahead of time, but neither called salesperson or body shop to attempt to do so.
c. Upon arrival for delivery I personally spoke with Mrs. [redacted] about why the bedliner was not installed before her arrival. I explained that as it was not built into the deal and not paid for in advance as well as the inability of our body shop to install the bedliner on such short notice. It is Royal Gate policy to have customer pay for any aftermarkets to be installed prior to delivery unless it is part of the vehicle purchase.
2. Unacceptable treatment from finance employee.
a. I was made aware of the personality conflict with Mrs. [redacted] and [redacted] the finance manager after the deal was completed at delivery. I apologized to Mrs. [redacted] and told her that it was unfortunate that she had an unpleasant experience. I do not feel [redacted] behaved in this manner for no reason. [redacted] pulled Mrs. [redacted] off the floor and back to the finance office because of her demeanor on the showroom floor was disruptive, loud, and laced with profanities. She was taken back to the office not to save Royal Gate customers from hearing anything negative, but to keep the customers from being exposed to that type of loud and abrasive language. At that moment I was prepared to ask Mrs. [redacted] to leave the dealership and decline my offer to do or continue doing business with her due to her attitude and abusive language.
In a phone conversation with Mrs. [redacted] today she informed me that as a result of a mistake in the titling of her car that the sales taxes check she received from Royal Gate was short $200. The finance department is required to have the purchaser verify the title address. Mrs. [redacted] had rolled the sales tax into the loan. She is now demanding that as a result of this mistake that Royal Gate must pay the difference. I will be contacting Mrs. [redacted] back to inform her that Royal Gate is not responsible for her sales tax debt to the state of Missouri. The error in the address reporting to the state of Missouri and the lender has been rectified.
In further conversation with Mrs. [redacted], she informed me that the bedliner was now a non-issue as she is no longer interested in one.
If any further correspondence or information is needed to close this matter, please feel free to contact me.
Best Regards,
[redacted]
New Car Sales Manager
Royal Gate Dodge Ellisville Missouri XXXXX
PH. [redacted]
FAX. [redacted]
EMAIL. [redacted]@royalgatedodge.com

Complaint: [redacted] I am rejecting this response because: I want this documented thru Revdex.com of how the business has handled this matter. Thank you for giving me this opportunity to respond to Royal Gate Dodge, Inc. and Mr. [redacted]. First of all I want to state we have received no phone calls form Royal Gate Dodge, Inc. Our cell phone records will prove that. As to us getting back to them the next day, that was not the agreement. We where to get back to them after the weekend because we where going out of town. To answer the statement that they haven't heard from us since. My original complaint listed several times that we either texted and/or emailed salesman and dealership that we where not going to purchase (first such email/text sent Monday, Sept. 5). Have requested that a check be sent to us in the amount of my original deposit of $500 and that is still our request. The dealership has stated they will return the deposit. The way to satisfy this complaint is to mail us a check for $500, to our home address. Home address being sent to dealership in separate email.
Sincerely,
[redacted]

Please accept our sincere apology for an inconvenience we may have caused for Ms. [redacted] while her car was being repaired in our Collision Center at Royal Gate Dodge. As I reviewed the timeline of events with our Body Shop Mgr. I can see how we did not meet her expectations or Royal...

Gate's from a customer service level. Our staff explained how Ms. [redacted] would stop by each week for an update and at that time they would personally go over the current status of the repair on her vehicle. And how nice and understanding she was each time they spoke with her. Royal Gate should have personally contacted Ms. [redacted] by phone as the timeline was delayed by several unforeseen events: Waiting several days for the adjuster to come out,Placing an initial order for the parts needed and then filing a supplement claim to her insurance for more damage Royal Gate foundAnd then having 3 hoods for her vehicle all come in damaged. Which has been reported to the manufacture and the disappoint it caused for the Ms. [redacted] and Royal Gate.The day our Body Shop Mgr. found out that she did not have a rental car he put her in a car at the expense of Royal Gate. He unfortunately had no idea the car smelled like smoke or he would have put her in another one right away. We have a NO Smoking policy on all of our rental cars and with this being reported we have brought it to the attention of the Manager that oversees our rental units. The only time Ms. [redacted] got upset with Royal Gate was when she asked our Body Shop Mgr. if we would pay for her $500.00 deductible and we explained that we could not do that. Ms. [redacted] picked up and paid for her vehicle on 1/27/2017 and I was told after she paid for the vehicle she wanted to leave the vehicle with us for a couple of days before she came back and took possession of her car. Our staff expressed that Ms [redacted] was very happy the work and repairs that Royal Gate completed on her vehicle when she picked it up! Again... I hope Ms. [redacted] excepts our sincere apology and knows that we have taken actions in our processes to make sure this is not repeated. We truly value Ms. [redacted] as a customer and hoping she will use Royal Gate in the future!Sincerely,[redacted]Business Development Executive

Consumer Information            Name:                         [redacted]...

[redacted]            Address:                    [redacted]                                   ...⇄ Fenton, MO 63026 Royal Gate took the truck back on May 9, 2016 and sold Mr. [redacted] a 2013 Ram 1500. Mr. [redacted] is more than happy with what we did for him and is now completely satisfied. He has relayed to the used car sales manager that he will be back in January to purchase another vehicle. Sincerely,  [redacted]                       ...⇄   New Car Sales ManagerRoyal Gate Dodge[redacted]Ellisville, MO 63011[redacted]