Tower Chrysler Dodge Jeep Ram

Tower Chrysler Dodge Jeep Ram responded

There are a couple of reasons for bank change. 1. Your existing bank turned you down for the loan, or 2. To get an approval they wanted significant cash down to offset the negative equity in trade. As a result we likely had to change banks to get you approved. As regards credit score; changing banks will not negatively impact your score. What could impact credit score is the level of acquired debt on the bureau and how that debt is paid. Credit card debt is a good example. Having a second bank reporting a new loan will actually drive up your credit score in the long term because you will now have the two loans from chartered institutions reporting on the bureau; the old one that got paid out and of course a new one. Unfortunately we do not understand your comment about the 'one travel'. We are sorry to learn that you would not buy from Tower, especially since it appears that there has been mis-comprehension over your financing.

Tower Chrysler Dodge Jeep Ram responded

We apologise for the less than satisfactory sales experience. We have spoken with the Finance Manager concerned and have been assured that it was not his intention to come across as disrespectful. He is a well-seasoned lender and highly regarded by all clients. Each person's borrowing requirements are unique and can sometimes take longer than customers expect. Perhaps his over-efficiency to finalise the documentation and his assumption that you would not want to spend more time than necessary with paperwork came across as more abrupt than was meant. We expect our Salesman to take customers through the delivery process answering all questions and explaining all the equipment. If a Salesman is unable to be present at the delivery he will recruit another salesman to take care of the delivery. Your concerns regarding the rushed delivery were passed to the General Sales Manager and he has already addressed these with all the Sales personnel to avoid a similar occurrence The lack of folder and key ring was due to the delay in receiving our promotional stationery with the new ownership logo. We will forward these to you immediately. We understand that the vehicle itself met with your full approval and that you were totally satisfied with the financial arrangements organised by the Finance Manager. We can only apologise again for the above misunderstandings and are sorry to learn that a complimentary tank of gas from the Sales Manager was not acceptable. We are sending you a $1,000 Savings card via regular mail and hope this meets with your approval.

lazevedo responded

Thank you for your response, we appreciated you addressing some of our experiences with your sales team. However I'd like to make a few things clear. The delivery process; our annoyance with the delivery was that the Salesman had not passed it along to any of his fellow salesman, we were passed on to another sales guy who had no idea what was going on and was just as frustrated as us. The Delivery of the vehicle could have gone better if there was more communication between finance and Salesmen. As for the finance manager, we understand he is highly seasoned he spoke of his experience, he was very friendly at first. What frustrated us was when you ask a person to sign papers, contracts, you generally tell them what they are signing, what it all means and explains it to them. He just handed us the papers and told us to sign. When I asked him about changing our Payment date to a date that better suited us. His response was " that shouldn't matter, the money should be in the bank". That was the one thing we were told when we signed the deal was that we would be able to chose the date the payment comes out of the bank. Don't get me wrong he got us approved in no time, but he was not prepared when we showed up the next day to sign papers, we had to wait in his office for an hour before he was ready for us to sign. We were in no rush to get everything settled, we could have waited an extra day to come in and sign the papers. But having to wait around for a half hour before he was ready to see us, plus the hour to get the paper prepared and ready for us to sign. when we had a scheduled appointment time, only because his friend showed up earlier then expected, and we were shrugged off as not a big deal. As for the lack of folder, a simple explanation as to why he didn't have any would have gone a long way, I could have cared less if it had the tower logos on it. He could have at least placed it in a manila folder. As for the tank of gas, which was no more then $50 for all the inconvenience of this experience. A personal apology from the manager would have gone a long way, this purchase was done over a month ago, and it took me making a public review for something to be done. Overall, we are happy with our new jeep, but the customer service needs some work, I'm happy to hear you have spoken with your team to insure this doesn't happen to another customer. Thank you for you for hearing us out and for your response.