NorCalDoug said:
Since she bought it from them and asked before purchase that the 2nd alarm be removed (assuming they agreed to do it since she stated this to you), then hell yeah, she should DEMAND reimbursement for rental car, extra keys, pain and suffering...well maybe not the pain part, but I'm sure she sufferred some mental anguish...
I don't know that she'd get anything from them, but it's wouldn't help to bring all this up and see what they'd be willing to do. Best to take it up with management -- both sales and service since they're both involved.
OR... Take it as an honest mistake and move on in life......
I say this because..yes, people @ dealerships dont always communicate very well between departments, and if a "sales" rep says (or promises) one thing, it may or may not ever be brought to the attention of the service dept who is responsible for the action or repair...(BTW.. ALWAYS GET EVERY SINGLE DETAIL OF THE PURCHASE CONDITIONS IN WRITING!!) The blame, IMO, is more than likely the individual salesperson who said it would get handled (whether or not it was on purpose, who knows)....
But to scream an injustice or worse yet, bring up "pain and suffering" (which is more like what a lawyer would use to get perhaps more than somebody actually deserves) can put a negative mark on the customer (who, in this case may have few choices where to take their vehicle next time) and may be a hinderance in the future....
Yes, it sounds like she got the short end of the stick (if this was an agreement prior to purchase) and she may deserve an apology and reimbursement... however, SHE must choose if this is a big enough deal to go back and demand repayment or otherwise...and it would be unfounded to claim mental anguish over something like this...
But... if she wants to pursue this, she should try to resolve this with the individual salesperson first (maybe he honestly did forget to handle the request and will pull the cash out of his own pocket for the misunderstanding, although unlikely, it happens more often than you think)...But dont start blaming everyone @ the dealer or every dept for the error.....