ComplaintsforPaul Cole Motors, Inc.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought my truck in 2008 new with a lifetime warranty on the transmission and engine. Now the company will not honor the warranty.

  Business response

  08/15/2023

  I told the customer how grateful we were for their loyalty all these years.  I understand that they purchased this truck from us in 2008.  I reported all the records I pulled from the work he has had done and the warranty report(if you need a copy, I am happy to send that over).  Despite  having been to ******* after his poor interaction with *****(who was new to the business with no experience upon hiring and according to the customer report was the one who did not have accurate information) the customer still wishes to return to us.  I terminated ****** and ******** quit shortly after the customers poor experience. I informed the customer, who also stated they typically came in at lunch time to drop vehicle off and that is why they interacted with *****, who was filling in for our new service manager ***(who the customer has not met or interacted with since we did not get the job) when she was going through treatment and having a medical crisis. ***** is no longer employed by us. I gave the customer my sincere apologies and reviewed all the documentation and records to confirm that I had accurate information. I explained to the customer that I had wished that *** or myself had been informed of this poor experience as I assured him we would have rectified it immediately.  
  
  
  I explained to the customer if they were willing to give us another opportunity, I would love to book them for the transmission work they need done and assured the customer I would handle this myself to be certain they receive professional, competent, and stellar care.  I offered the customer a free oil change and a free detail as well. The customer declined the detail for his truck, stating it was his work truck, but he would like to have their Dodge challenger detailed. I agreed and let him know we would get them in whenever it works best for them. The customer was flexible, so I stated if for any reason that changed, we would gladly come to pick either vehicle up for them. I told the customer I heard the adversity and was deeply sorry as that does not represent who we are as well as hearing his persistence to give us the business and how appreciated that is and that they could contact me directly anytime needed but I would be certain they are taken care of going forward. I expressed our care and appreciation for our customers as their hometown dealer.  
  
  
  I informed the customer that all 3 of the female advisors he spoke with are no longer employed by us and our current staff is competent and professional. 
  
  
  I have the customer scheduled as follows: 
  
  
  Challenger Monday@9am for a free full detail
  
  
  Ram Truck with lifetime warranty in for diagnosis on Wednesday@1pm
  
  
  Both customers seemed pleased and were agreeable as I am striving to earn their business again and repair the errors of past employees. 
  
  
  Please let me know if you need documentation or anything else from me. My hope is that by making these repairs the customers will have an outstanding experience and be very pleased. 

• Initial Complaint

  07/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  July 19th 2022 I leased a vehicle from Paul cole motors and to this date I still can't get the vehicle registered. This is because Paul cole motors is refusing to send me the notorized limited power of attorney that is required to get the title transferred to Indiana from Ohio. The company representatives have messed up numerous times and are incapable of sending me an email from their work computer and therefore have been emailing me from their personal email stating that I don't need the paperwork I have requested. Even Though I have given clear Instruction on what I need and why the BMV is needed. They tried to claim that they called the BMV and spoke to someone there who claimed I was lying and didn't need the paperwork requested (notorized POA) then when she sent me the email from who she claimed was at the BMV it was actually from someone at Chrysler capital. They have sent me back and forth between Paul cole motors and Chrysler capital. Each other keeps telling me to contact the other.

  Business response

  08/24/2023

  From July 2022 to March 2023, we did not know they were having title issues until June 2023, we received an email stating the BMV said they needed statement of existing lease we filled that out and emailed back same day June 14th.  Then we did not receive any further contact from the BMV or the customers until Nothing until July 20th where we notified the BMV said they needed a limited power attorney. Paul Cole Motors, Inc. emailed AND mailed a hard copy to client this customer, ****** ***** and ***** ******-******* on July 21st 07/21/2023. I have attached verification of our communication via text messaging below,  as you see ***** ******-******* verified thought text messaged it was received. We handle a lot of out of state titles and we always verify with BMV what the customer will need. We are here to make it as seamless as possible for our customers.  At the time, we did not receive email correspondence that this customer stated they sent. The customer also stated at the time, they did not receive attachments via email from us. That issue has been resolved and as you can see, it did not prevent us from resolving this issue once the customer had made us aware of it nearly a year later. Unfortunately, this deal was done with management who abruptly left.  So, the new management had not handled this deal at all and those past employees did not inform anyone of there being an issue. Current management(office manager, sales manager, finance manager, and general manager) attempted to followed up and correct the errors of past management with the customer offering them service as we are sorry the customer had this experience with those employees and only wish they had informed us sooner so we could provide the same outstanding, professional service we do for our customers. Unfortunately, the customer did not respond to our follow up calls. We are having issues with some outside attachments we are working on email issues. 
   Left voicemail wed, 08/16@4:25pm, follow up that same day with a text message. 

   

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