Jerseyville Motor Company Inc

Before leaving the vehicle with you, I took a video of the trim issue. When I compare that video to the current condition, they match exactly. Because of this, your claim that the trim piece was removed and adjusted cannot be true. Even if such an attempt had been made, the condition in which the vehicle was cannot reasonably be described as “fixed.” It is visibly misaligned to the point that anyone could see it is not correct, even at a glance. This is not a matter of my personal preference or being overly picky. The condition is objectively not normal, was not improved at all, and looks exactly the same as it did before I dropped the vehicle off. It feels like you are trying to frame this situation as if your team did its best, the condition was improved, and I am simply an unreasonable customer who is dissatisfied over something minor. That narrative is not accurate. This is not about satisfaction or preference. It is about a part that is clearly not taken care of or aligned correctly. Second, based on your own explanation, one of two things must be true regarding the mudflaps. Either: A dealer-installed option that should have been on the vehicle was knowingly sold without disclosure, or You did not verify what was actually installed on the vehicle before selling it. If it was the first case, this should have been clearly explained to me at the time of purchase, along with an option to have the part delivered or installed later. If it was the second case, then that is a failure to properly inspect and understand the product you were selling. Either way, the responsibility does not fall on me. Lastly, regarding your repeated reference to “making things as easy as possible.” Bringing a different vehicle forward after I declined one with over 50 miles on it is not an extraordinary accommodation. Providing a loaner vehicle while my brand-new car was in for defects is also standard practice, not a favor. I do not understand why these are being presented as if they were exceptional efforts on your part.

I need to correct several points in your response, because what you are doing now is continuing to deflect responsibility instead of addressing the core issues. First, regarding the mud flaps: So you are acknowledging that you did not realize they were not installed at delivery, and yet you are now attempting to frame this as something caused by my timing or my vehicle choice. That is incorrect. If the vehicle I was originally shown had over 50 miles on it, that is something you were obligated to proactively disclose to the customer before purchase, not after the fact and not as part of a justification later. That disclosure responsibility is yours, not mine. Second, you continue to rely on the dealership’s “102 years in business” as a shield. Let’s be clear: you personally did not build 102 years of trust, and invoking the dealership’s history does not excuse present-day behavior. In fact, your current attitude is doing damage to that reputation, not protecting it. Now to the main issue, which you keep avoiding: the trim. You state that the trim was removed and reinstalled, and that the fit was unchanged and “not noticeable.” If that were truly the case, then why was I not informed during the phone call that nothing had materially changed before I was told the vehicle was “ready for pickup”? Instead, I was told the car was ready, drove three hours round trip, and arrived to find the trim issue completely unchanged. At that point, I was told a part would need to be ordered and that I would need to come back again. That sequence makes no sense if, as you now claim, the condition was unchanged and obvious. I have photos and video evidence documenting the condition before and after. If you are going to make claims about work being performed, then you should be prepared to support them with evidence as well. Please do not fabricate explanations after the fact. Finally, let’s address the obvious question: After being asked to make a three-hour round trip based on inaccurate information, why would any reasonable customer trust the same dealership to require another visit? Declining further service from someone who has already demonstrated unreliable communication is not unreasonable, it is common sense. Please stop shifting the narrative and making excuses. Please answer this directly, because your own words make the issue even clearer. You stated: “It fit the same way and would not be noticeable if it was moved.” That is precisely the point. If the condition was unchanged and not meaningfully improved, why was I not informed of that during our phone call before I was told the vehicle was ready for pickup? Not only was I not warned, you stated confidently that the car was ready, which directly led me to make a three-hour round trip. Right now, your explanations are logically inconsistent and read as after-the-fact justifications rather than honest communication. Instead of taking accountability, you are offering excuses that contradict your own statements, and in doing so, you are damaging the reputation of your dealership, not protecting it. So I will ask again, very clearly: If the trim was not actually fixed and the condition remained the same, why did you not disclose that to me in advance before telling me the vehicle was ready for pickup? That is the question that still has not been answered.