I leased a 2005 Jeep Grand Cherokee Limited in 2005 while living in North Carolina. I had the basic problems of dealing with customer service that has English as their second language and receiving misinformation but things got really bad when I moved to Massachusetts May. I sent the below complaint letter to the Vice President of Customer Service and to the complaint department and I only received a letter saying, "if you have a problem please call" another number. I'm so furious because I just want to have my NC taxes prorated because I was only living there 4 months and I'll pay the bill. Why is this so hard? Why can't somebody help me? Why doesn't Chrysler care? I will NEVER do business with this company again because they show no mercy to the consumer when they make mistakes or have problems, but companies like Chrysler go away unscathed by their errors. I am writing to you because of my extreme disappointment with the customer service of Chrysler Financial. I have never in my life seen such blatant disregard for the customer. My issues started when I moved to Massachusetts from North Carolina. The representatives on the phone gave me misinformation many times that caused me to waste time and money. First of all, they told me I had to go to the MA RMV and request some type of paper work so that the car could be registered in Massachusetts. Later I found out that the insurance company does this for me. How long has Chrysler been in business? To me, employees should know how each state registration policies for lease vehicles. I lost money on the job, because for 2 hours I was on the phone with Chrysler, waiting in line at the DMV and having the representative in DMV tell me that Chrysler was wrong. Secondly, I was told by Chrysler to fax proof of my Massachusetts registration to someone named C* (Fax# 682 831 *) to file an abatement' for my North Carolina taxes. This process started back in June 08'. Each week I called to find out if the fax was received and nobody could confirm this for me.in August I finally found someone who wanted to be accountable and allowed me to email the Receipt for Plate and/or Sticker (his name was J* email *@chrysler.com) after faxing Cassie who was supposed to be heading this issue, who never called back or confirmed receipt of faxes. I was told not to worry about paying my taxes until the abatement went through and just to make my normal monthly payment. I called in at least 5 times and everyone kept saying it's ok, just make you're monthly payment. Here we are several months later, my lease will expire in 2-3 months and I start to notice that I'm being charged late fees, when I pay my bill early and on time every month. Do you know how offensive this is to have someone you have a business relationship with to tell you that you are not paying your debt and Chrysler has the ability to mess up my credit undeservingly? When I called the first time I spoke to Ms. N*, who had a bad attitude and would not allow me to speak with supervisor Ryan *, after she kept accusing me of not paying my bills on time, but she said he would call back. He never called back. I called back in and spoke with Ms. B*, she was very nice and understanding but ultimately she hung up on me or the phone got disconnected after I guess she felt she could not help me anymore. Third I spoke to Mr. H* and he said he was transferring me to the tax department, but he transferred me to a number that was disconnected. I got Ms. A* who transferred me to the wrong number (800) 937 4182, then I got Ms. M* who transferred me to the tax department where I spoke with a Mr. S*. All Mr. S* kept saying was that there was an abatement on file and did not even attempt to answer the below questions. Mr. S* was not concerned about helping and refused to allow me to speak to a supervisor or manager. He did transfer me to Ms. Kim T* of the customer resolution department. She was helpful this first time I spoke to her and she got my monies credited back, for this I am grateful. She also called the tax department and they refused to allow her to speak to a supervisor or manager. I was shocked that she wasn't willing to escalate right then and there to her manager. I worked 10 years in the customer service department and perhaps this is why the company I was with was ranked #1 for several years, but I would never allow a customer to feel disrespected or not satisfied in getting some questions answered. Where is the accountability and ownership that is key for great customer service? Why didn't previous representatives look at my account and be able tell I was paying on time, but it was the taxes that were being taken out of my payment after having people for months telling me don't worry about the taxes for now. I know things are stressful for automaker employees and I know that most of the hourly wage earner is going to have a bad attitude when this type of economic/financial stress that we are all experiencing tightens its' grip, but I am still your customer for a few more months. Do you find the way I've been treated as acceptable? I went to your website and I opened a ticket to have someone call me. The response email (I've included with this letter) says someone would contact me in 3 business days and still I have yet to receive a call. I wrote back to this email and asked what do I do if nobody calls me and I got no response. How is this acceptable to your company? How do you expect return business with this type of treatment? I need someone who cares about customer service to respond to my complaint and get the following questions answered.
1) Why is the abatement process taking so long?
2) What can we do to speed it up?
3)
4) Can I contact someone within the North Carolina DMV to help speed this process up?
5) What is the date of my last payment?
7)
How much money do I owe for North Carolina taxes from January til May when I moved? Why were new taxes added to my account? 8) Is it not important for Chrysler that you can answer these types of questions for the customer before the lease is up? All I want is to be a good customer and fulfill all my obligations before Chrysler tries to destroy my credit unfairly or do something that would be detrimental to me financially. Please help!
A. Xxxxxxxxxx
Lowell, Massachusetts
U.S.A.
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