Ashley Automotive, LLC

I am writing to you in reply to case ID [redacted] There may have been some miscommunication along the way but we have made several attempts to contact the customer (Jeff [redacted] ) throughout this last week to resolve this issue including calling twice daily for the last 4-days (including twice on Sunday incase we were missing him due to the work week) and leaving voice mails as well as previously making two appointments with the outside mechanic that initially fixed the ABS and put in the new sensorThis repair was completed initially but since the light came back on, this issue was not repaired to the satisfaction of either us or the customerThis repair has been paid for by us and we have previously communicated with him and made two appointments two consecutive Wednesdays in October but both times the customer failed to bring the vehicle in for the service appointments The Thursday in question (October 11th, 2016) that we were not open was due to a family get together that we had been planning for some time and for that reason we made sure to let anyone that wanted to come by know that we were going to be closed on that dayWe are a family owned and operated dealership, so on rare occasions, we are closed We are more than happy and continue to be more than happy to have this repair issue resolved but we have not received any communication back from the customerWhen he is ready to have the repair done, the ASC certified mechanic will complete the repair in a timely manner as he also knows about the returning issue with the ABS light on As for the trust issueIt is unfortunate that the customer considers us to be untrustworthy to drive the vehicle because the vehicle he bought was used here by us for a year and that was one of the main reasons he stated he loved this truckHe knew that it was driven well and always taken care of When it came to the customer's trade in, he decided not to trade it in because he wanted to get more money out of the trade in than what we could offerInstead, he was counseled on that best way including how to sell it and a price point that would allow for quick sale since he wanted to sell it quickly but make more money on itPrior to the counseling, the vehicle was taken for a test drive and taken through that same test drive that any vehicle would be taken on so that all issues could be found prior to a traprice being offeredThe vehicle was not mistreated and was not put in any danger whatsoeverAfter that test drive, the customer was also informed on any issues the tramay have had at the time If the customer would prefer to have his cousin fix the issue, we are okay with that but that cannot be covered by our dealership since we have already paid ahead of time for the repair to be doneIf the customer would like to go with to bring the vehicle to the outside mechanic, he can absolutely go with, but like any other shop, must drop it off and pick it up when the repair is completeWe cannot expect a mechanic to be supervised by a customer while it is being worked onThis is commonly an insurance issue and disrespectful to the professional In conclusion, we are more than willing to have this repair issue fixed at no cost to the customer as the repair has already been paid for by our dealershipWe hope to be hearing back from the customer as we have been attempting to get ahold of him for sometime now as well as setting up appointments in the process that have been cancelled due to "no show" Thank you for everything and have a wonderful day!

I am writing to you in reply to case ID [redacted].    There may have been some miscommunication along the way but we have made several attempts to contact the customer (Jeff [redacted]) throughout this last week to resolve this issue including calling twice daily for the last...

4-5 days (including twice on Sunday incase we were missing him due to the work week) and leaving voice mails as well as previously making two appointments with the outside mechanic that initially fixed the ABS and put in the new sensor. This repair was completed initially but since the light came back on, this issue was not repaired to the satisfaction of either us or the customer. This repair has been paid for by us and we have previously communicated with him and made two appointments two consecutive Wednesdays  in October but both times the customer failed to bring the vehicle in for the service appointments.    The Thursday in question (October 11th, 2016)  that we were not open was due to a family get together that we had been planning for some time and for that reason we made sure to let anyone that wanted to come by know that we were going to be closed on that day. We are a family owned and operated dealership, so on rare occasions, we are closed.     We are more than happy and continue to be more than happy to have this repair issue resolved but we have not received any communication back from the customer. When he is ready to have the repair done, the ASC certified mechanic will complete the repair in a timely manner as he also knows about the returning issue with the ABS light on.    As for the trust issue. It is unfortunate that the customer considers us to be untrustworthy to drive the vehicle because the vehicle he bought was used here by us for a year and that was one of the main reasons he stated he loved this truck. He knew that it was driven well and always taken care of.    When it came to the customer's trade in, he decided not to trade it in because he wanted to get more money out of the trade in than what we could offer. Instead, he was counseled on that best way including how to sell it and  a price point that would allow for quick sale since he wanted to sell it quickly but make more money on it. Prior to the counseling, the vehicle was taken for a test drive and taken through that same test drive that any vehicle would be taken on so that all issues could be found prior to a trade-in price being offered. The vehicle was not mistreated and was not put in any danger whatsoever. After that test drive, the customer was also informed on any issues the trade-in may have had at the time.    If the customer would prefer to have his cousin fix the issue, we are okay with that but that cannot be covered by our dealership since we have already paid ahead of time for the repair to be done. If the customer would like to go with to bring the vehicle to the outside mechanic, he can absolutely go with, but like any other shop, must drop it off and pick it up when the repair is complete. We cannot expect a mechanic to be supervised by a customer while it is being worked on. This is commonly an insurance issue and disrespectful to the professional.    In conclusion, we are more than willing to have this repair issue fixed at no cost to the customer as the repair has already been paid for by our dealership. We hope to be hearing back from the customer as we have been attempting to get ahold of him for sometime now as well as setting up appointments in the process that have been cancelled due to "no show".    Thank you for everything and have a wonderful day!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Jeff [redacted]