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Complaint Details
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Initial Complaint
04/01/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On January 26th, I purchased a ***** CX9 from this dealership. It was missing the headrest from the 2nd row passenger side. My sales person ******** and sales manager Saemus ensured me not to worry about. Since it was a "safety isssue", they would take care of it. They mentioned that it likely got left out when it was cleaned, and that they would look for it and get back to me the next day.I followed up via call, e-mail and text over the next 3 weeks. Neither Saemus or ******** every replied or reached back out. I reached out to the ** *** then on 2/17, including both ******** and Saemus, and again never heard back from anyone after ~10 days.In late February, or early March, I then left a review on their ******** page. This did result in Saemus reaching out to me. He first stated that the first one they received was moldy, so had to order a new one. Eventually a headrest arrived at my house ~3/11, but it was not the correct headset. So he asked that we bring it back, which we did on 3/22 as the dealership is 40 minutes away. When we were there, Saemus told us the new one had come in, and they had shipped it to us on 3/21.It is now 4/1, and no headset has arrived. We sent an e-mail, and called the dealership this morning. Saemus was not in, but we were able to talk to the parts department. It sounds like Saemus lied to us on 3/22, as the parts department told us the headrest had just arrived on the 3/31, and they would ship it out to us today.This I have no faith in, whatsoever, based on all the deception, lies and etc to date. Thus why I am filing this compaint.
Business response
04/12/2022
***,
We'd like to sincerely apologize for the inconvenience and miscommunication you experienced during your visit with us. The experience you described does not match our standards of service and we're disappointed to know our service fell short of expectations. While it was an initial supply chain issue that caused the delay in the delivery of this headrest, we understand better communication from our team could have drastically improved your experience and trust in the process. We're reviewing those communication practices and looking at opportunities for improvement as a result. At this time, you should have received the missing headrest, shipped directly to you. Please do not hesitate to contact our General Manager *********************************** with any additional questions or concerns at *************************************** Thank you for taking the time to share this feedback.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.