Re ID
I talked by phone to"Mo" on Wednesday re the complaint, and he requested I obtain both a description of what needed to correct the damage done to the auto together with an an estimate of the cost
Attached is that description and estimate
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The tread on the tires had 3/32nds, placing lives in danger the minute we pulled out of their dealership. I would like to see the records they claim they have on the vehicle showing otherwise. I never made one call to demand money, we made the call to see where we were in the process, it is a good thing we did as the dealership cancelled our contract with the wrong third party contractor. We have a cancellation form for Safe-Guard, it was actually Star Auto that had our vehicle services contract. What the dealerships office told me verbatim, please pull your call records, from the controller named Tara, is that we would be receiving our refund immediately and it will be overnight that day, to receive it 7-11-18. This didn't occur and how this person who claims they are a professional, could state anything to the contrary, is a bold face lie. If you view the other seven complaints they have, you will notice some of these align with this one, failing to pay a refund on an overpriced service contract, we have yet to receive our refund from coast to coast imports as they sold us the vehicle service contract, and really it is not our concern how long they have to wait.Classic Used Car Salesman Tactics
Regards,
[redacted]
Coast to Coast Imports did refund full amount within the timeline that was quoted to the customer. We told her 6-8 weeks as that is how long it generally takes to have the warranty company process the refund and then have us receive it, process a check for it and send it to the bank. It ended up...
being in about 4 weeks. We were well within what we told her. Customer filed a complaint just hoping to speed up the process but we did it as quickly as we could. We did refund the full amount of $5317 to her bank to apply to the principle balance of her loan. The charges were not "bogus" and are all detailed out in the menu process where we offer the products and on the bill of sale as well as bank contract and product contracts that were signed by the customer at the time of sale. Ultimate protection is a 5 year, unlimited mileage coverage of wheels and tires, paintless dent repair, windshield repair and roadside assistance.
The tires on the vehicle were not bald and we have record of that. We have processed the cancellation with the warranty company. What the customer was told was that we just had to wait for the check to get to us so we can verify it and then we will send him a check as soon as it clears. I did not...
tell him an additional 3-4 weeks as he states in the complaint. I just told him that as soon as the money gets to us, we will send it to him. It should only be a few days to a week before I can send it. The cancellation shows an estimate of 3-4 weeks and at 28 days, he started calling demanding his money. We expedited it and have tried to get everything done as quickly as possible but he is simply being impatient. We are still going to send him that check as quickly as we can. We just have to follow our process.
Revdex.com:
My husband and I went in person to Coast to Coast after I filed the complaint and spoke directly to the owner's brother who facilitated resolving the matter immediately. He also indicated they would be sending us a gift card for a restaurant of our choice for our trouble. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
Dear [redacted],
We at Coast to Coast apologize for any inconvenience our sales staff might have caused you. I want to assure you that it was not done intentionally; we have a CRM system and all the leads comes to it and then get distributed to the sales staff. Once the sales person gets...
the lead he naturally calls if there is a phone number or email the customer, [redacted] must have received this lead twice and have not noticed that it was the same lead and that you've told him not to call gain. Again our sincere apologies.
[redacted]
Sales Manager.
On 5/30/2017 Mr. [redacted] purchased a 2014 Audi S4. As with all used vehicle, they are sold as is, as stated on our purchase order. The Collection did agree to install new tires at the wholesale cost of $334.60 which was accepted by [redacted]. We also...
offered him free window tint with the purchase of the vehicle and that was also completed. [redacted] took delivery of this vehicle. After driving the vehicle for over 1 week he stated that the tires were not the tires he asked for, and also stated that there was a problem with the rear defroster on the vehicle because of the window tint added. This defroster issue could not be verified if it was done before or after delivery of the vehicle. Both of these issues were addressed by the Collection. First, [redacted] decided on his own to purchase a set of custom wheels and tires to replace the original set. When he came in to pay for the second set of tires and after accepting and taking possession on the first set of tires making them unreturnable, our owner Mr. B[redacted] voluntarily offered [redacted] a credit of $400 towards the purchase of the custom wheels and tires. This credit was for the rear window tint that he did not pay for and tires that were unreturnable. The rear window was also replaced at Audi of Indianapolis at a cost of $750.00 by The Collection and at no cost to [redacted]. This was above the cost of a normal replacement window because he wanted the window to be replaced by the local Audi dealership rather than an auto window replacement company and we agreed to accommodate this request.Since the original window tint was questioned as the reason behind the damaged rear defroster and is performed by an outside vendor, we agreed with [redacted] that he would handle window tint on his own.The paint correction that [redacted] is asking for was not authorized by The Collection or even offered. Paint correction was not agreed to at time of purchase. Mr. [redacted]’s claim of liquid white stains on the interior was not brought to our attention prior to delivery of the vehicle. This issue could have occurred after [redacted] took possession of the vehicle.The Collection resolved all original issues at a cost of $1150.00. Any additional claims by [redacted] after accepting delivery of the vehicle are not the responsibility of the dealership. Drew E[redacted]Business DirectorThe Collection
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The Collection hired a 3rd party contractor to perform window tint on my Audi S4 after the purchase. The tint caused issues with rear glass which was replaced and the tint itself had issues. The Collection's service manager, Ben K[redacted], as well as the dealership manager, Keith T[redacted], promised in writing to replace old tint. The Collection now refuses to fulfill the promise despite the fact it was done in writing and was signed by Ben K[redacted], the service manager of The Collection. Not to mention buffing out rear pillar and bumper, also written and signed on that paper (please see attached).
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The Collection stated that the tint issue was addressed and that it is out of their control and 3rd party will not be hired to remedy the problem. Those statements are contradicting as the tint issue still exists and it was not addressed yet. In addition, The Collection successfully hired 3rd party company, [redacted], to replace broken rear glass on my car as a result of their fault. Also, The Collection works with other 3rd party vendors all the time to do paint correction and other detailing services. I don't see a reason why 3rd party tint company cannot be hired at this time given the tint removal and reinstall was promised to me in writing which I have attached earlier. The owner of The Collection also offered to reimburse me if I do tint elsewhere.
Regards,
[redacted]
This was caused by a glitch in the banking system. The Rep (Carrissa) from [redacted] even called the customer to let them know. Customer was instructed to re-deposit check but refused. [redacted] then sent a wire because that's what the customer would accept. Wire was sent within 24 hours.
The window tint was originally performed on the vehicle at purchase. The window tint is the reason for the replacement of the rear window. At this time we can not be held responsible for a second window tint through a third party.
Re ID
I talked by phone to"Mo" on Wednesday re the complaint, and he requested I obtain both a description of what needed to correct the damage done to the auto together with an an estimate of the cost
Attached is that description and estimate
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The tread on the tires had 3/32nds, placing lives in danger the minute we pulled out of their dealership. I would like to see the records they claim they have on the vehicle showing otherwise. I never made one call to demand money, we made the call to see where we were in the process, it is a good thing we did as the dealership cancelled our contract with the wrong third party contractor. We have a cancellation form for Safe-Guard, it was actually Star Auto that had our vehicle services contract. What the dealerships office told me verbatim, please pull your call records, from the controller named Tara, is that we would be receiving our refund immediately and it will be overnight that day, to receive it 7-11-18. This didn't occur and how this person who claims they are a professional, could state anything to the contrary, is a bold face lie. If you view the other seven complaints they have, you will notice some of these align with this one, failing to pay a refund on an overpriced service contract, we have yet to receive our refund from coast to coast imports as they sold us the vehicle service contract, and really it is not our concern how long they have to wait.Classic Used Car Salesman Tactics
Regards,
[redacted]
Coast to Coast Imports did refund full amount within the timeline that was quoted to the customer. We told her 6-8 weeks as that is how long it generally takes to have the warranty company process the refund and then have us receive it, process a check for it and send it to the bank. It ended up...
being in about 4 weeks. We were well within what we told her. Customer filed a complaint just hoping to speed up the process but we did it as quickly as we could. We did refund the full amount of $5317 to her bank to apply to the principle balance of her loan. The charges were not "bogus" and are all detailed out in the menu process where we offer the products and on the bill of sale as well as bank contract and product contracts that were signed by the customer at the time of sale. Ultimate protection is a 5 year, unlimited mileage coverage of wheels and tires, paintless dent repair, windshield repair and roadside assistance.
The tires on the vehicle were not bald and we have record of that. We have processed the cancellation with the warranty company. What the customer was told was that we just had to wait for the check to get to us so we can verify it and then we will send him a check as soon as it clears. I did not...
tell him an additional 3-4 weeks as he states in the complaint. I just told him that as soon as the money gets to us, we will send it to him. It should only be a few days to a week before I can send it. The cancellation shows an estimate of 3-4 weeks and at 28 days, he started calling demanding his money. We expedited it and have tried to get everything done as quickly as possible but he is simply being impatient. We are still going to send him that check as quickly as we can. We just have to follow our process.
Revdex.com:
My husband and I went in person to Coast to Coast after I filed the complaint and spoke directly to the owner's brother who facilitated resolving the matter immediately. He also indicated they would be sending us a gift card for a restaurant of our choice for our trouble. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
Dear [redacted],
We at Coast to Coast apologize for any inconvenience our sales staff might have caused you. I want to assure you that it was not done intentionally; we have a CRM system and all the leads comes to it and then get distributed to the sales staff. Once the sales person gets...
the lead he naturally calls if there is a phone number or email the customer, [redacted] must have received this lead twice and have not noticed that it was the same lead and that you've told him not to call gain. Again our sincere apologies.
[redacted]
Sales Manager.
On 5/30/2017 Mr. [redacted] purchased a 2014 Audi S4. As with all used vehicle, they are sold as is, as stated on our purchase order. The Collection did agree to install new tires at the wholesale cost of $334.60 which was accepted by [redacted]. We also...
offered him free window tint with the purchase of the vehicle and that was also completed. [redacted] took delivery of this vehicle. After driving the vehicle for over 1 week he stated that the tires were not the tires he asked for, and also stated that there was a problem with the rear defroster on the vehicle because of the window tint added. This defroster issue could not be verified if it was done before or after delivery of the vehicle. Both of these issues were addressed by the Collection. First, [redacted] decided on his own to purchase a set of custom wheels and tires to replace the original set. When he came in to pay for the second set of tires and after accepting and taking possession on the first set of tires making them unreturnable, our owner Mr. B[redacted] voluntarily offered [redacted] a credit of $400 towards the purchase of the custom wheels and tires. This credit was for the rear window tint that he did not pay for and tires that were unreturnable. The rear window was also replaced at Audi of Indianapolis at a cost of $750.00 by The Collection and at no cost to [redacted]. This was above the cost of a normal replacement window because he wanted the window to be replaced by the local Audi dealership rather than an auto window replacement company and we agreed to accommodate this request.Since the original window tint was questioned as the reason behind the damaged rear defroster and is performed by an outside vendor, we agreed with [redacted] that he would handle window tint on his own.The paint correction that [redacted] is asking for was not authorized by The Collection or even offered. Paint correction was not agreed to at time of purchase. Mr. [redacted]’s claim of liquid white stains on the interior was not brought to our attention prior to delivery of the vehicle. This issue could have occurred after [redacted] took possession of the vehicle.The Collection resolved all original issues at a cost of $1150.00. Any additional claims by [redacted] after accepting delivery of the vehicle are not the responsibility of the dealership. Drew E[redacted]Business DirectorThe Collection
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The Collection hired a 3rd party contractor to perform window tint on my Audi S4 after the purchase. The tint caused issues with rear glass which was replaced and the tint itself had issues. The Collection's service manager, Ben K[redacted], as well as the dealership manager, Keith T[redacted], promised in writing to replace old tint. The Collection now refuses to fulfill the promise despite the fact it was done in writing and was signed by Ben K[redacted], the service manager of The Collection. Not to mention buffing out rear pillar and bumper, also written and signed on that paper (please see attached).
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The Collection stated that the tint issue was addressed and that it is out of their control and 3rd party will not be hired to remedy the problem. Those statements are contradicting as the tint issue still exists and it was not addressed yet. In addition, The Collection successfully hired 3rd party company, [redacted], to replace broken rear glass on my car as a result of their fault. Also, The Collection works with other 3rd party vendors all the time to do paint correction and other detailing services. I don't see a reason why 3rd party tint company cannot be hired at this time given the tint removal and reinstall was promised to me in writing which I have attached earlier. The owner of The Collection also offered to reimburse me if I do tint elsewhere.
Regards,
[redacted]
This was caused by a glitch in the banking system. The Rep (Carrissa) from [redacted] even called the customer to let them know. Customer was instructed to re-deposit check but refused. [redacted] then sent a wire because that's what the customer would accept. Wire was sent within 24 hours.
The window tint was originally performed on the vehicle at purchase. The window tint is the reason for the replacement of the rear window. At this time we can not be held responsible for a second window tint through a third party.