Quality Car Connection

Dear Ms [redacted] , We are sorry that we have been unable to accommodate you to your satisfaction so farWe were surprised when we received your complaint because after our last communication we thought we were in agreementWe are also surprised because your account of what happened is very different from oursSo we would like to explain our account, and then see if we can come to an agreementOur team is trained to log each time we receive a phone call from you, or have any other type of interaction, including the discussion while selling you this vehicle The following is what we have in our records: At the time of sale, 08/29/2014, a note was made that [redacted] informed you that the A/C was not working and that we would put that on the DUE BILL as an item to be repairedThere is no mention of any vibrationNext, you made contact with Noemi, the General Manager, on 9/4/ to arrange for the A/C to be repairedOur notes state that you reported a vibration in the vehicle when you dropped it off, and that Xtreme Auto Service “XAS” would look into the vibrationXAS also stated that the A/C compressor could be causing the vibrationThe compressor was installed and XAS found no further vibration and received your approval that the vibration was gone upon pickup days later, on 10/04/you left a voice mail stating that e vehicle overheated when you used the A/CWe called you back at the number you left, that day, but you had no V/M system to leave a messageWe continued to call you and got in touch with you on 10/09/to request that you bring the vehicle in for a free diagnosisIt was at this time that you mentioned you felt a vibration When you asked about warranty information we discussed what was covered, and it was clear that if it was a problem with the A/C we would definitely cover itIf it was an unrelated item, we mentioned that we would still work with you whether it was under warranty or not Upon inspection, XAS found tat the water pump had malfunctioned and it was the cause of the overheatingWe explained to you that you did have a warranty on this item, and that the deductible was $XAS also said that replacing the motor mounts might reduce vibration If this issue of the water pump was present at the moment of sale, your vehicle would have shown instant signs of overheatingUnfortunately with used vehicles some things may wear sooner than othersAs a dealership, because we have a customer’s best interest in mind, we always try to weigh the time frame with which a malfunction occurs, with the costs to the customerWhether it is covering a portion of certain items or discounting the cost to a reasonable amount, we always try and find the fairest solution for both partiesBecause the warranty included in your purchase covers the cost of your water pump and only requires $deductible, and because it was not present at the time of sale, the $deductible is fair As far as the recommended maintenance of your engine mounts we decided that although it is not a covered item we wanted to help you and cover half of those costs, leaving you to pay only $instead of $At that time you said you would call back to set up an appointment to complete the work We received a Voicemail from you on 10/15/and 10/28/both times in which we attempted to call you back but could not get ahold of youThen on 11/05/we confirmed that we would till pay half for the motor mounts although days had elapsedThen we received this complaint We hope to always be a blessing in our customer’s lives by assisting our customers and guiding them through the purchase of a used vehicleWe stress many factors, responsibilities and important agreements that are made within their contracts because we want to avoid any misunderstandingsAt times it may difficult to understand the responsibility one has when it comes to maintenance on a used vehicle But none the less we strive to keep our customer’s happy and provide them help beyond their initial agreement made with usIt looks as though the misunderstanding with the motor mounts came in when you dropped it off and it was associated with the A/C compressorIt is also difficult, sometimes to understand what a warranty or service contract coversBecause we understand that these confusions may occur, we would like to offer to replace the motor mounts for you at no cost to youYou will need to pay the deductible on the water pump because that is what was in our agreement Please bring call us between the hours of 10:a.m and 7:p.mto schedule this appointmentWe appreciate your understanding and hope this is a satisfactory conclusion Sincerely, [redacted] ***, Owner

8/1/ FROM: Quality Car Connection TO: S [redacted] Dear Ms***: It is always awful when a problem occurs with a vehicle and we at Quality Car Connection always try to offer our best solution even when the problem that occurs is not covered by our agreed upon warrantyIn this case, the Customer purchased the vehicle on 11/07/with a day 50/ warrantyThe coverage on the warranty was specifically internally lubricated mechanical parts of the engine and transmission (excluding gaskets) The total cost of repairs would be covered 50% by the customer and 50% by Quality Car ConnectionThe customer came in on 11/15/and stated that the car had overheated a couple of days prior, and on this day it got very, very hotCustomer said it was the third time they had overheated the vehicle and that they did continue to drive itThe customer told of our sales team that they had just driven it about miles while e [redacted] ly hot to the mechanic shopDriving a car while hot will cause the engine to get e [redacted] ly hot causing the entire engine to blow out and warp, or it will blow a head gasket, or bothOverheating a vehicle is the most common reason for a blown head gasketIt is really the only reason for this to occur We explained this to the customer and told him he definitely should not drove the car while hot, that it voids the warranty, and that he will cause heavy damage to the vehicle if driven while hot When the customer arrived on 11/15/after explaining that he had overheated the car three times, and it was very hot upon arrival, we had it checked outWe found that the radiator needed to be replaced and that per the warranty this customer had, Quality Car Connection would cover the portion laid out in the warranty The customer said they had no money and could not fix itWe explained that they should definitely not drive the vehicle in the condition that it is inIn my presence, my sales manager and the mechanic both told the customer this and stated that if driven in this condition, any damage caused by overheating will not be covered The customer decided to disregard our advice and took the carThey drove off in the vehicle while it was still hot and stated, “I think it will be fine.” They came back on 12/02/and had the radiator repaired Quality Car Connection paid the contracted amount per our warrantyAt this time the mechanic said that there was a good chance that the head gasket sustained damage at that time but it may hold for a whileAny such damage would not be covered under the warranty, because the car had been driven while hot The customer returned on 12/04/to have minor repairs done, including the cigarette lighter that was not working and an EGR valve Quality Car Connection paid for these itemsAfter this the customer was happy and took off in the vehicle We then received a phone call on 1/11/and the customer stated that the head gasket was indeed blownAlthough we explained that they had voided their warranty by driving it hot, we offered to pay $if they paid the other halfThey declined and said they had no moneyMy sales Manager then made the generous offer to them stating if they come up with $we can loan them the additional money to fix itThey declined and stated that they were going to let the car be repossessedThat was the last time we spoke with them until this complaint In the car business it is sometimes very difficult to educate a consumer on the mechanical workings of vehiclesIn this situation, we tried very hard to let this customer know that they were causing damage to the vehicle and that NO VEHICLE SHOULD EVER BE DRIVEN HOTIf your vehicle gets hot, pull over immediately and have it towed to an auto shop It has now been about months that the customer has been driving this car after the head gasket became damagedThere is no way to know what other damage has been causedThe warranty period is over, and the customer would not accept our assistance when offered during the warranty period Although the head gasket is not a covered item, coupled with the fact that the customer was aware that they were causing damage by driving the vehicle in that damaged state, Quality Car Connection will help the customer by offering the head gasket repair ONLY to be done at [redacted] Auto Service at [redacted] *** in La Mesa at a cost of $ This offer is only good for the head gasket Any and all other repairs will have to be covered by the customerIf there are other repairs, Quality Car Connection will try to negotiate the best price possible for these repairs, at [redacted] Auto Service If the customer would like to take this offer they may call our offices and speak with the managerThis offer expires on 8/30/ At Quality Car Connection we always strive for customer satisfaction We hope that this will assist this customerWe hope for many happy miles for our great customers Sincerely, [redacted] (Owner) ###-###-####

Dear Customer, As mentioned in the email quoted below, the issues you are facing are maintenance issuesThese are things that you must maintain on your ownThey are things that will wear out with timeThe vehicles are inspected prior to coming for sale and even when something unforeseen arises after a sale we try our best to accommodate a customerFor example, when you had a problem with the radiator months after purchasing the vehicle, although your warranty expired, we assisted with that repairAgain, a radiator can crack at any time, and it was inspected prior to your purchase, but no crack was detectedIt probably was not there because if it were, or if it were badly cracked you would not have een able to drive the car for even two monthsSo although you did not have a warranty at the time, we assisted youPlease refer to the email below for the assistance we offered to you year after you had your vehicleAlthough your warranty had long expired, we still negotiated a dramatically reduced price on the maintenance issues you were unhappy withThis is a great offerThe following is an email sent to you on 1/22/explaining this to you "It has been almost a year since your purchase and as I have mentioned before, if the issues you are having with your car were present at that time, the car would not have been drivable for a year The timing belt for example would have not lasted to this pointLast I recall you left the vehicle for several days with Xtreme Auto Service with no authorization to inspect until your insurance was able to detect fire damage Xtreme Auto Service as well as your insurance found no fire damage and the issues Xtreme was able to identify were maintenance issuesMeaning that at some point in the lifetime of the car these things would need to be taken care of as part of the vehicle’s maintenanceWhen you first contacted me I stressed that it was very important to diagnose the vehicle and that driving it in such a state would cause further damageAs I stated in our previous email Quality Car Connection is not responsible for maintaining your vehicleThe help we can offer you is a negotiated discount with Xtreme Auto serviceThe price given to you by Tony at Xtreme will reflect that very large discountThe work he is doing could easily go for as much as $or more at another shopAgain, we can help you only in this way even though the day warranty you had expired a year agoFurthermore, none of the problems you have are even covered in the day warranty that expired a year agoThey are maintenance itemsWe have negotiated the discounted price for you with Xtreme, and you will need to talk to Tony at Xtreme if you would like to have the work performedThis is what we are able to do for youWe can offer you nothing more than this and it will be your responsibility to take care of this matterIn the future, you will need to work directly with Xtreme Auto Service if you have any concernsPlease contact Xtreme Auto Service if you would like to take advantage of this tremendous discount so that they can further assist youOf course, you can also take the vehicle to any shop you would like." We never wish to have an unhappy customer which is why we offered to get you such a great discount on the workPlease understand that these are things that you must perform on your own Sincerely, ***

I decided to use this company because my credit was not in good shape The salesman (I forgot his name, he's a big guy) was extremely nice and wanted to get me in any car ASAP THAT DAY and he did he earned my trust and told me what I *wanted to hear and the ONLY reason I agreed to the loan on a 20% interest rate was because he said after 6months-year we could refinance no big deal well one year of early payments every month later, I called and was told by the loan company (regional acceptance) that they in FACT, do NOT refinance EVER the loan has to be bought out in full so now I am stuck paying $a month for this car forever I will be paying $11,in interest ON TOP OF the $13,principle thanks to a slimy salesman who flat out LIED to my face This is the company he uses to finance everyone who comes to him with poor credit I know this is my fault for not contacting the loan company, but I never expected to be blatantly LIED TO about this loan from the salesman I put my financial trust in him and he took advantage of it I would never suggest this place to ANYONE

Dear Ms [redacted] , I believe this complaint was made prior to us talking and coming to a resolutionThe customer and Quality Car Connection spoke between the dates of 7/12/16-7/15/and Quality Car Connection offered to put the customer in a new vehicle, lower the interest rate, pay for a substantial portion of the money owed by the customer to the finance company and make repairs to the customer's current vehicleI, ***, The owner, spoke directly with the customer and his mother to ensure they were satisfied with the outcome and they ended up keeping the carWe gave them several options including another vehicle and they were very happy and decided to keep their own carIt is my understanding that this situation has been satisfactorily handledIf the customer has any issue at all they are aware they may call me directly on my cell phone to discuss the issueWe try for 100% satisfaction!***, Owner

Dear Consumer, We understand that making payments can be difficult, and when a payment comes due that you can’t pay it really puts a consumer in a difficult situation. We at Quality Car Connection truly understand the situation some of our customers are in and we do... hope to be a blessing in our customer’s lives and help them to get into a vehicle even when no one else will give them a chance. It is never comfortable when you are in a situation where you have made a promise to pay by a specific date and you just do not have the money, and when this is the case, people are not usually happy to hear that they are in breach of a contract and they may lose their vehicle. None the less, we had to have that conversation and you did not like it and you feel that you were spoken to in an unprofessional manner. We at Quality Car Connection strive to treat every customer with dignity and respect, and always hope that our customers will have a great experience here! We never want a customer to feel disrespected and although it can be difficult to gain an understanding from a customer that they must stick to their promises, while at the same time working with them to get on track and make payments, that is the business we are in. We regret that you feel you were spoken to in a disrespectful manner and hope that in the future we can have a good relationship with you and every customer. We appreciate your business! Sincerely, ***

Great place to do business, cars are super clean and well servicedOwners are very helpful! Wasn't rushed in any way and very genuine! Was allowed to take the car to my mechanic for the better part of the day to insure my purchaseMechanic said it was very well serviced and in excellent conditionAgreed purchase price was way fair and have referred my family and friend s and also get the same positive feedbackSee you guys when ready to trade again, thanks for being so fair and accomadting!

Worst customer careMy ideal outcome would be for the management team to look over the situation through a persons eye and not just dollar signsI'm sure if they were dealing with themselves they would be VERY disappointedThe team here at this location is not interested in what the customer has to sayThey just want us out of their office in a hurryIt take multiple calls just to get one person on the phoneThe car mechanics are doing unreliable jobs on our carsThis happened two times too many for our car that carries at least childrenI don't know how they expect us to work to pay the car if it's constantly being repaired or broke down

Dear Ms***,I believe this complaint was made prior to us talking and coming to a resolutionThe customer and Quality Car Connection spoke between the dates of 7/12/16-7/15/and Quality Car Connection offered to put the customer in a new vehicle, lower the interest rate, pay for a
substantial portion of the money owed by the customer to the finance company and make repairs to the customer's current vehicleI, ***, The owner, spoke directly with the customer and his mother to ensure they were satisfied with the outcome and they ended up keeping the carWe gave them several options including another vehicle and they were very happy and decided to keep their own carIt is my understanding that this situation has been satisfactorily handledIf the customer has any issue at all they are aware they may call me directly on my cell phone to discuss the issueWe try for 100% satisfaction!***, Owner

Dear Ms***,We are sorry that we have been unable to accommodate you to
your satisfaction so farWe were surprised when we received your complaint
because after our last communication we thought we were in agreementWe are
also surprised because your account of what happened is very
different from
oursSo we would like to explain our account, and then see if we can come to
an agreement.Our team is trained to log each
time we receive a phone call from you, or have any other type of interaction,
including the discussion while selling you this vehicleThe following is what we have in our records: At the time of sale, 08/29/2014, a note was
made that *** informed you that the A/C was not working and that we would
put that on the DUE BILL as an item to be repairedThere is no mention of any
vibrationNext, you made contact with Noemi, the General Manager, on 9/4/
to arrange for the A/C to be repairedOur notes state that you reported a
vibration in the vehicle when you dropped it off, and that Xtreme Auto Service “XAS”
would look into the vibrationXAS also stated that the A/C compressor could be
causing the vibrationThe compressor was installed and XAS found no further
vibration and received your approval that the vibration was gone upon pickupdays later, on 10/04/you
left a voice mail stating that e vehicle overheated when you used the A/CWe
called you back at the number you left, that day, but you had no V/M system to
leave a messageWe continued to call you and got in touch with you on
10/09/to request that you bring the vehicle in for a free diagnosisIt
was at this time that you mentioned you felt a vibration When you asked about warranty information we
discussed what was covered, and it was clear that if it was a problem with the
A/C we would definitely cover itIf it was an unrelated item, we mentioned
that we would still work with you whether it was under warranty or notUpon inspection, XAS found tat the
water pump had malfunctioned and it was the cause of the overheatingWe
explained to you that you did have a warranty on this item, and that the
deductible was $XAS also said that replacing the motor mounts might
reduce vibrationIf this issue of the water pump was
present at the moment of sale, your vehicle would have shown instant signs of
overheatingUnfortunately with used vehicles some things may wear sooner than
othersAs a dealership, because we have a customer’s best interest in mind, we
always try to weigh the time frame with which a malfunction occurs, with the
costs to the customerWhether it is covering a portion of certain items or
discounting the cost to a reasonable amount, we always try and find the fairest
solution for both partiesBecause the warranty included in your purchase covers
the cost of your water pump and only requires $deductible, and because it
was not present at the time of sale, the $deductible is fair As far as the recommended maintenance of your
engine mounts we decided that although it is not a covered item we wanted to
help you and cover half of those costs, leaving you to pay only $instead of
$At that time you said you would call back to set up an appointment to
complete the workWe received a Voicemail from you on
10/15/and 10/28/both times in which we attempted to call you back but
could not get ahold of youThen on 11/05/we confirmed that we would till
pay half for the motor mounts although days had elapsedThen we received this
complaintWe hope to always be a blessing in
our customer’s lives by assisting our customers and guiding them through the
purchase of a used vehicleWe stress many factors, responsibilities and
important agreements that are made within their contracts because we want to
avoid any misunderstandingsAt times it may difficult to understand the
responsibility one has when it comes to maintenance on a used vehicle. But none the less we strive to keep our
customer’s happy and provide them help beyond their initial agreement made with
us.It looks as though the
misunderstanding with the motor mounts came in when you dropped it off and it
was associated with the A/C compressorIt is also difficult, sometimes to
understand what a warranty or service contract coversBecause we understand
that these confusions may occur, we would like to offer to replace the motor
mounts for you at no cost to youYou will need to pay the deductible on the
water pump because that is what was in our agreementPlease bring call us between the
hours of 10:a.m and 7:p.mto schedule this appointmentWe appreciate
your understanding and hope this is a satisfactory conclusion. Sincerely,
*** ***, Owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Consumer, We understand that making payments can be
difficult, and when a payment comes due that you can’t pay it really puts a
consumer in a difficult situation. We at Quality Car Connection truly
understand the situation some of our customers are in and we do...

hope to be a
blessing in our customer’s lives and help them to get into a vehicle even when
no one else will give them a chance. It is never comfortable when you are in a
situation where you have made a promise to pay by a specific date and you just
do not have the money, and when this is the case, people are not usually happy
to hear that they are in breach of a contract and they may lose their vehicle.
None the less, we had to have that conversation and you did not like it and you
feel that you were spoken to in an unprofessional manner.
We at Quality Car Connection strive to treat every customer
with dignity and respect, and always hope that our customers will have a great
experience here! We never want a customer to feel disrespected and although it can
be difficult to gain an understanding from a customer that they must stick to
their promises, while at the same time working with them to get on track and
make payments, that is the business we are in. We regret that you feel you were
spoken to in a disrespectful manner and hope that in the future we can have a
good relationship with you and every customer.
 
We appreciate your business!
 
Sincerely,
 
[redacted]

8/1/2014
FROM: Quality Car Connection
TO: S. [redacted]
Dear Ms. [redacted]:
It is always awful when a problem occurs with a vehicle and
we at Quality Car...

Connection always try to offer our best solution even when
the problem that occurs is not covered by our agreed upon warranty. In this
case, the Customer purchased the vehicle on 11/07/13 with a 30 day 50/50
warranty. The coverage on the warranty was specifically internally lubricated
mechanical parts of the engine and transmission (excluding gaskets).  The total cost of repairs would be covered 50%
by the customer and 50% by Quality Car Connection. The customer came in on
11/15/13 and stated that the car had overheated a couple of days prior, and on
this day it got very, very hot. Customer said it was the third time they had
overheated the vehicle and that they did continue to drive it. The customer
told 2 of our sales team that they had just driven it about 15 miles while
e[redacted]ly hot to the mechanic shop. Driving a car while hot will cause the
engine to get e[redacted]ly hot causing the entire engine to blow out and warp, or
it will blow a head gasket, or both. Overheating a vehicle is the most common
reason for a blown head gasket. It is really the only reason for this to occur.
We explained this to the customer and told him he definitely
should not drove the car while hot, that it voids the warranty, and that he
will cause heavy damage to the vehicle if driven while hot.
When the customer arrived on 11/15/13 after explaining that
he had overheated the car three times, and it was very hot upon arrival, we had
it checked out. We found that the radiator needed to be replaced and that per
the warranty this customer had, Quality Car Connection would cover the portion
laid out in the warranty.
The customer said they had no money and could not fix it. We
explained that they should definitely not drive the vehicle in the condition
that it is in. In my presence, my sales manager and the mechanic both told the
customer this and stated that if driven in this condition, any damage caused by
overheating will not be covered.
The customer decided to disregard our advice and took the
car. They drove off in the vehicle while it was still hot and stated, “I think
it will be fine.”
They came back on 12/02/13 and had the radiator repaired.
Quality Car Connection paid the contracted amount per our warranty. At this
time the mechanic said that there was a good chance that the head gasket
sustained damage at that time but it may hold for a while. Any such damage
would not be covered under the warranty, because the car had been driven while
hot.
The customer returned on 12/04/2013 to have 2 minor repairs
done, including the cigarette lighter that was not working and an EGR valve.
Quality Car Connection paid for these 2 items. After this the customer was
happy and took off in the vehicle.
We then received a phone call on 1/11/14 and the customer
stated that the head gasket was indeed blown. Although we explained that they
had voided their warranty by driving it hot, we offered to pay $800 if they
paid the other half. They declined and said they had no money. My sales Manager
then made the generous offer to them stating if they come up with $300.00 we
can loan them the additional money to fix it. They declined and stated that
they were going to let the car be repossessed. That was the last time we spoke
with them until this complaint.
In the car business it is sometimes very difficult to
educate a consumer on the mechanical workings of vehicles. In this situation,
we tried very hard to let this customer know that they were causing damage to
the vehicle and that NO VEHICLE SHOULD EVER BE DRIVEN HOT. If your vehicle gets
hot, pull over immediately and have it towed to an auto shop.
It has now been about 9 months that the customer has been driving
this car after the head gasket became damaged. There is no way to know what
other damage has been caused. The warranty period is over, and the customer
would not accept our assistance when offered during the warranty period.
Although the head gasket is not a covered item, coupled with
the fact that the customer was aware that they were causing damage by driving
the vehicle in that damaged state, Quality Car Connection will help the
customer by offering the head gasket repair ONLY to be done at [redacted] Auto
Service at [redacted] in La Mesa at a cost of $800.00.  This offer is only good for the head gasket.
Any and all other repairs will have to be covered by the customer. If there are
other repairs, Quality Car Connection will try to negotiate the best price
possible for these repairs, at [redacted] Auto Service.
If the customer would like to take this offer they may call
our offices and speak with the manager. This offer expires on 8/30/14.
At Quality Car Connection we always strive for customer satisfaction.
We hope that this will assist this customer. We hope for many happy miles for
our great customers.
Sincerely,
[redacted] (Owner)
###-###-####

Dear Customer, As mentioned in the email quoted below, the issues you are facing are maintenance issues. These are things that you must maintain on your own. They are things that will wear out with time. The vehicles are inspected prior to coming for sale and even when something unforeseen arises...

after a sale we try our best to accommodate a customer. For example, when you had a problem with the radiator 2 months after purchasing the vehicle, although your warranty expired, we assisted with that repair. Again, a radiator can crack at any time, and it was inspected prior to your purchase, but no crack was detected. It probably was not there because if it were, or if it were badly cracked you would not have een able to drive the car for even two months. So although you did not have a warranty at the time, we assisted you. Please refer to the email below for the assistance we offered to you 1 year after you had your vehicle. Although your warranty had long expired, we still negotiated a dramatically reduced price on the maintenance issues you were unhappy with. This is a great offer. The following is an email sent to you on 1/22/2014 explaining this to you.
"It has been almost a year since
your purchase and as I have mentioned before, if the issues you are having with
your car were present at that time, the car would not have been drivable for a year.  The
timing belt for example would have not lasted to this point. Last I recall you
left the vehicle for several days with Xtreme Auto Service with no
authorization to inspect until your insurance was able to detect fire damage.
Xtreme Auto Service as well as your insurance found no fire damage and the
issues Xtreme was able to identify were maintenance issues. Meaning that at
some point in the lifetime of the car these things would need to be taken care
of as part of the vehicle’s maintenance. When you first contacted me I stressed
that it was very important to diagnose the vehicle  and that driving it in
such a state would cause further damage. As I stated in our previous email Quality
Car Connection is not responsible for maintaining your vehicle. The help we can
offer you is a negotiated discount with Xtreme Auto service. The price given to
you by Tony at Xtreme will reflect that very large discount. The work he is
doing could easily go for as much as $1500 or more at another shop. Again, we
can help you only in this way even though the 30 day warranty you had expired a
year ago. Furthermore, none of the problems you have are even covered in the 30
day warranty that expired a year ago. They are maintenance items. We have
negotiated the discounted price for you with Xtreme, and you will need to talk
to Tony at Xtreme if you would like to have the work performed. This is what we
are able to do for you. We can offer you nothing more than this and it will be
your responsibility to take care of this matter. In the future, you will need
to work directly with Xtreme Auto Service if you have any concerns. Please
contact Xtreme Auto Service if you would like to take advantage of this
tremendous discount so that they can further assist you. Of course, you can
also take the vehicle to any shop you would like."
 
We never wish to have an unhappy customer which is why we offered to get you such a great discount on the work. Please understand that these are things that you must perform on your own.
 
Sincerely,
 
[redacted]

Dear Ms. [redacted],
We are sorry that we have been unable to accommodate you to
your satisfaction so far. We were surprised when we received your complaint
because after our last communication we thought we were in agreement. We are
also...

surprised because your account of what happened is very different from
ours. So we would like to explain our account, and then see if we can come to
an agreement.
Our team is trained to log each
time we receive a phone call from you, or have any other type of interaction,
including the discussion while selling you this vehicle.
The following is what we have in our records:
 At the time of sale, 08/29/2014, a note was
made that [redacted] informed you that the A/C was not working and that we would
put that on the DUE BILL as an item to be repaired. There is no mention of any
vibration. Next, you made contact with Noemi, the General Manager, on 9/4/2014
to arrange for the A/C to be repaired. Our notes state that you reported a
vibration in the vehicle when you dropped it off, and that Xtreme Auto Service “XAS”
would look into the vibration. XAS also stated that the A/C compressor could be
causing the vibration. The compressor was installed and XAS found no further
vibration and received your approval that the vibration was gone upon pickup.
30 days later, on 10/04/2014 you
left a voice mail stating that e vehicle overheated when you used the A/C. We
called you back at the number you left, that day, but you had no V/M system to
leave a message. We continued to call you and got in touch with you on
10/09/2014 to request that you bring the vehicle in for a free diagnosis. It
was at this time that you mentioned you felt a vibration.  When you asked about warranty information we
discussed what was covered, and it was clear that if it was a problem with the
A/C we would definitely cover it. If it was an unrelated item, we mentioned
that we would still work with you whether it was under warranty or not.
Upon inspection, XAS found tat the
water pump had malfunctioned and it was the cause of the overheating. We
explained to you that you did have a warranty on this item, and that the
deductible was $100.00. XAS also said that replacing the motor mounts might
reduce vibration.
If this issue of the water pump was
present at the moment of sale, your vehicle would have shown instant signs of
overheating. Unfortunately with used vehicles some things may wear sooner than
others. As a dealership, because we have a customer’s best interest in mind, we
always try to weigh the time frame with which a malfunction occurs, with the
costs to the customer. Whether it is covering a portion of certain items or
discounting the cost to a reasonable amount, we always try and find the fairest
solution for both parties. Because the warranty included in your purchase covers
the cost of your water pump and only requires $100 deductible, and because it
was not present at the time of sale, the $100.00 deductible is fair.  As far as the recommended maintenance of your
engine mounts we decided that although it is not a covered item we wanted to
help you and cover half of those costs, leaving you to pay only $140 instead of
$240. At that time you said you would call back to set up an appointment to
complete the work.
We received a Voicemail from you on
10/15/2014 and 10/28/14 both times in which we attempted to call you back but
could not get ahold of you. Then on 11/05/2014 we confirmed that we would till
pay half for the motor mounts although 60 days had elapsed. Then we received this
complaint.
We hope to always be a blessing in
our customer’s lives by assisting our customers and guiding them through the
purchase of a used vehicle. We stress many factors, responsibilities and
important agreements that are made within their contracts because we want to
avoid any misunderstandings. At times it may difficult to understand the
responsibility one has when it comes to maintenance on a used vehicle.  But none the less we strive to keep our
customer’s happy and provide them help beyond their initial agreement made with
us.
It looks as though the
misunderstanding with the motor mounts came in when you dropped it off and it
was associated with the A/C compressor. It is also difficult, sometimes to
understand what a warranty or service contract covers. Because we understand
that these confusions may occur, we would like to offer to replace the motor
mounts for you at no cost to you. You will need to pay the deductible on the
water pump because that is what was in our agreement.
Please bring call us between the
hours of 10:00 a.m and 7:00 p.m. to schedule this appointment. We appreciate
your understanding and hope this is a satisfactory conclusion.
 
Sincerely,
 
                [redacted], Owner

Dear Ms. [redacted],
I believe this complaint was made prior to us talking and coming to a resolution. The customer and Quality Car Connection spoke between the dates of 7/12/16-7/15/16 and Quality Car Connection offered to put the customer in a new vehicle, lower the interest rate, pay for...

a substantial portion of the money owed by the customer to the finance company and make repairs to the customer's current vehicle. I, [redacted], The owner, spoke directly with the customer and his mother to ensure they were satisfied with the outcome and they ended up keeping the car. We gave them several options including another vehicle and they were very happy and decided to keep their own car. It is my understanding that this situation has been satisfactorily handled. If the customer has any issue at all they are aware they may call me directly on my cell phone to discuss the issue. We try for 100% satisfaction![redacted], Owner