Royal Chrysler Dodge Jeep RAM

Mrs Potter. As you know we spoke yesterday and we agreed to set up a meeting with you and your husband to further discuss this issue. As we discussed the original seat repair was reported to Chrysler and they paid to repair the failed functionality of the seat. Subsequent to that repair the new concerns you have been commenting on were considered by Chrysler and our repair technicians to be related to non conforming usage that exceeds the limits and commercially accepted usage and performance of the seat. As a franchised dealer we are not authorized to submit warranty repairs to the manufacturer that does not meet their accepted guidelines. I realize you believe the seat is not constructed properly but unfortunately Chrysler Corp. does not agree with you on this. Despite all that we went to bat for you as you now know and got Chrysler to agree to reduce the cost you would have to pay for the replacement part and my service manager generously agreed to absorb the labor expense ourselves to minimize your over all expense. Clearly this far and above what you were entitled to considering your vehicle is well beyond warranty limits. Under normal circumstances your selling dealer should be the one representing your warranty issues that exceed standard limitations. You chose to purchase your vehicle 90 miles from home and from my dealership so we understand that it was and now is not convenient for you to drive 180 miles round trip every time you need repairs done so we accepted the burden of representing your requests to seek additional factory assistance on your behalf rather then sending you back to the selling dealer in Syracuse. In addition we agreed to pay the labor for you that is a cost to my dealership that really should have been covered by your selling dealer as they had a vested interest once they sold you your car. We have a similar vested interest when we sell new and pre-owned vehicles to our customers and take the responsibility seriously. Our first obligation and priority is to those customers. I hope you will appreciate we stepped as the non selling dealer and worked with just as though you had purchased your car from us to help you. Even though you may disagree with how this was all handled realize we are limited in what we can charge Chrysler for when performing warranty repairs. We can not arbitrarily bill them for unauthorized repairs that do not conform to their policies. I understand you may not be satisfied with the outcome at this point but it is certainly within your right to return to your selling dealer and seek additional assistance from them. Kevin Harris- Owner

I am sorry to hear of this experience. I have to say though that your description of your experience is some what over stated and incorrect. The sale you are speaking of that you attended is a bank liquidation sale we have been sponsoring for over 60 months in a row. These sales are not scratch and dent sales. Quite the contrary. These are all fully certified and reconditioned hand selected vehicles that pass our rigid selection process. If the vehicles fail our quality processes we refuse to offer the cars at our sale. As a result of the success of each of these sales the local car buyers have been a able to find a vast selection of domestic and import vehicles at greatly reduced prices as compared to offerings by other local dealerships. In addition we have assisted hundreds of customers attain bank financing they were unable to get elsewhere due to the banks we have available during these vehicle liquidation events. We do have to bring in additional outside sales representatives who specialize in these type of liquidation sales because of the substantial increase in traffic flow coming to our dealership at each one of these events. Our normal full time staff are unable to meet and greet all the customers flocking to these sales. Although not always fully trained to the extent our full time sales people are we attempt to screen each one before we invite them to our sales. If we have a bad experience with any of these sales people they are never invited back to another sale event. Perhaps this was the case with the liquidator that assisted you. Without knowing your name or their name I am unable to respond fully. Lastly let me point out that as a direct result of the tremendous success of these sales over the past 60 months my dealership has donated over $70,000 to local community minded organizations. Here are just a few: Lourdes Breast Cancer Treatment Center, Gear for Grades, Veterans Association, Mom's House, Tioga County Flood Victims, Boys and Girls Club, Seton Catholic Schools and last but certainly not least the Humane Society of Broome County. So despite what you said above we are giving back to the local community generously and if not for these events would not have been able to do so to the extent we have. I personally attend and participate in every one of these sales for the past 60 months in a row. We don't condone or allow customer keys being held for any reason. I would never allow this. We do however secure customers keys in a restricted area under manager supervision once a customers car has been appraised while they are out test driving a new car so they are not misplaced by accident or left in the car where it might get stolen or items stolen out of it. At times we often have 50-60 customers shopping at one time and so keys are sometimes co- mingled with other customer keys that look similar and it takes time to sort through them all to find the right one and at times it is confusing. I suspect that is what happened in your case. Accept my apology for your experience if you can. We certainly do not wake up every morning and go to work to upset customers. My dealership has been serving the community for over 40 years and very much appreciate all our customers that visit my two dealerships and do our very best to please every customer we serve. Kevin Harris-owner

Please call me at 607-687-0424 ext. 240. I would very interested in knowing who you are so I can personally look into you situation. Obviously if this information is all accurate we did not meet the standards of acceptable performance I set for all our customers. We sell and service vehicles to and for hundreds of customers each and every month so at times the demands placed upon us do not always meet each customers individual needs despite our best efforts. I appreciate your feed back and please allow me the opportunity to research your concerns. We do provide FREE loaner cars to all our customers and FREE pickup and delivery as well if loaners are unavailable at the time service is requested. We do attempt to keep a reserve on hand for emergency situations. With over 30 used Loaners in our fleet of vehicles we do maintain routine safety checks on each one. With the high demand they ate often burning gas 24/7 for our customers. So at times we don't get to each one in time to clean or service every minor concern when the next customer emergency arises. If there is a serious concern when a customer returns one we never put back out until it is properly repaired. We are one of the only dealers in the Area that continues to provide this FREE service to all our customers despite the large expense to maintain, license and Insure all these vehicles for our customers so can meet their needs. Kevin Harris-owner