Long McArthur Inc

Long McArthur Inc responded

Mr. Wharton- In response to your review on dealerrater.com, I wanted to touch base and see what else you would like us to do. As for the service incident with your 2010 door, it was regrettable and we offered to fix the door at no cost to you. I see where we even offered you a brand new door from Ford and even offered to switch a factory painted door onto your truck to replace yours. When you decided to try to trade the vehicle instead of repairing it, Kevin Sander determined what a trade difference by the book would be. He then got permission to give you several thousand dollars more for your trade. This was to compensate above and beyond the damage our service department did to your door. It is also terrible that your truck got two chips in the paint while being transported from Texas. Though we could have tried to fix them before you got here, we wanted to represent the truck to you honestly. As you know, we had no other option on trading for a truck since you only wanted that particular color and options. We also cannot order a Red Candy truck from the factory because the paint color is out of production due to a supplier affected by the tsunami in Japan. It is my understanding that all of this was clear. We did offer, as you requested, to have the body shop repaint the fender and front bumper trim piece. At this time you also requested a check for the DVD players ($1,490.00) since it would not be in for two weeks. Rich Pauls and Al Hatten state that you left at this time and once again were upset. Since Rich Pauls (sales manager) was not able to make you happy, he requested help from the General Manager. He was present when Derek Lee called you and you requested an additional $1,598.00 be paid to you. This is when you yelled at Derek and hung up on him. He did call you back and let you know that no one at Long McArthur had yelled, cussed, or been rude toward you and we needed the same respect in return. On the follow up phone call, he offered to back the transaction up, as everything could still be undone at that point. This has taken place in the past when we cannot make a customer happy. Rich Pauls notes that Derek offered to let you keep the check for $1,490.00 for your trouble and we would still pay to fix your 2010 truck wherever you would like to get it fixed. We have unwound car deals further along than this in the past, and this transaction could absolutely be unwound if you so chose at that time. It is truly more important to us to have a happy customer than a car deal. In lieu of that, as you requested, Derek Lee agreed to repaint the front fender and bumper trim piece, and we wrote you checks totalling $3,088.00. He was even there personally when the truck was delivered to you to shake your hand and tell you Thank You. At the time of delivery, you signed a statement that the truck was fixed, and the the additional $1,598.00 paid to you (beyond the DVD $1,490.00)was full and complete compensation. Plese let me know what you would like me to do at this time, Tim Bartz Business Development Manager

whar95 responded

In your reply you stated that your company painted a few paint chips. You didn't acknodledge that the drivers side door was also dented in a creese. While standing in the car lot looking at used cars with your sales person when the car rolled and hit my truck and the sales person and I walked two cars over to see what the loud bang was I was able to see a vehicle hit my truck the second time from the car bouncing off of the vehicle from the first hit. I looked at the sales person and said you guys just bought that truck. Ask the newer sales person about that. I then walked straight to Kevin and advised Kevin of the incident and advised Kevin that you guys just bought that truck. I do not drive a vehicle more than a year or so because I like having a new no hassle vehicle. The truck was damaged by your employee and reduces the value of the vehicle when damaged. It was understood by the sales person and Kevin both within ten minutes of the collision that you guys owned that truck when your sales person let a vehicle crash into it. I did yell at Derek over the phone. I don't deny this because he was smug, rude and tried to play games on the phone. I told Derek " this is not a good time for me to be discussing this" derek replied he didn't want this issue to keep going on for weeks "HE" wanted to get the issue over. To me as a customer, I told Derek I was mad and didn't want to talk about it at this point. I did hang up I was mad. You gave me a truck with the left front fender chipped from rock, the front trim peice was damaged and the drivers side door had a very noticable dent in it. I WAS HOT that I drove my brand new truck from the new car bay to the body shop to leave it to be painted. Again, I WAS MAD. Derek called me back after I had told him this was not the time to be talking about it which is the reason I hung up. He again was rude, smug and enjoyed playing games. I asked you to order me a new truck. You could have gone back to the drawing board but no Derek wanted to end this "PROBLEM" and cancel my paperwork since the paperwork had not made it to the state. I have been purchasing new vehicles for years. Derek played games and would have gotten away with it if I had been new to purchasing vehicles. Tear up the paperwork "REALLY" who did he think he was? I advised you guys several times the reason I was upset with the whole process is, I am opening a new buisness endevor and dealing with purchasing a new vehicle and at this time was not a good time for just that reason, I didn't have time to be dealing with it. You also said you guys gave me 3,088.00. NO you didn't. I paid for DVD's to be installed at signing. I told everyone I would not pick up the vehicle until they (DVD'S) were installed so not to have any other issues. When Luke called and said the Tv's would not be in for two weeks, I could pick the truck up and return it to have the dvd's installed at that time. I said no, just return my money. I didn't want anymore problems from Service. You gave me 1,490.00 dollars when I picked the truck up for the first time and drove it straight to the paint shop. The 1,490.00 dollars was what I paid, your company didn't give me that, they refunded it. I actually paid 1,588.00 dollars at signing not 1,490.00. You only gave me 1598.00 and 98.00 dollars of that total is what jason was going to have accounting cut me a check for in the first place. Ask Jason about this and the other guy that helped sell me the truck. FYI, Derek had me sign the "WE PROMISE YOU" note in the bay before he opened the door for me to drive off. I tell you what, you said you paid me 3,088.00. I still haven't had time to order and place the DVD's in my vehicle, order me a new set of the factory DVD's and install them for FREE and that would make me warm and fuzzy. I enjoy dealing with Kevin Sanders and would be willing to do buisness with Long McArthur again in the future.