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Matt Castrucci Auto Mall of Dayton complaints

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3013 Mall Park Drive
Dayton, OH 45459 | Get Directions

(937) 434-4723

http://www.mattcastrucciautoma...

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Matt Castrucci Auto Mall of Dayton closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Matt Castrucci Auto Mall of Dayton

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12/12/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

11/23/2022

I am leasing a 2020 Nissan Rogue vehicle through Matt Castrucci . I had a accident a took my car there for repairs on September 15. The parts had to be ordered for the under carriage and the body work was scheduled for the middle of November. I asked for a loaner car and Bryan, service manager said they didn't have any. I rented one through my insurance company for 30 days. As my time was expiring I checked for the status of my vehicle and was told it was still on back order. I ask both Bryan and Michelle about a loaner car because my insurance was about to run out and I didn't have a vehicle. I paid out of pocket to rent for one additional week, but that was going to be too expensive when there was no time frame for the part. I called the finance department and requested my payment be deferred since it was at your dealership and I was still paying for a car I couldn't drive. My insurance rep was also trying to get this resolved. I had to borrow a neighbor car. On Tuesday 11/15 I received a text from insurance rep that stated Michelle told him the part in and the under carriage would be completed that afternoon. I called Michelle on yesterday and she said that their part was done and she transferred me to the body shop. The body shop told me they just received my car within the last hour. I told her about needing my car since September. She said the repair to the body should not take too long, but she would check on getting me into a loaner and she did. Resolution Sought Reimbursement for my out of pocket expenses Payment waived New customer service people

Company Response

11/30/2022

I contacted the customer 11/28/2022 and explained that nothing a dealership can do regarding an oem part back order. Customer now in a loaner car also a gift card of the amount of $300 was mailed to the customer 11/29/2022. Thank you.

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