Wingrove Well Svc Inc

Initial Business Response /* (1000, 9, 2017/08/17) */
We have already reached out to [redacted] as stated in the complaint from her.
I was not the General Manager of Mercedes-Benz [redacted] when she purchased her vehicle so I had to do some research on the situation. She purchased in June of 2015...

and I started with the company September 28th of 2015.
[redacted] originally posted a negative comment on our [redacted] stating similar complaints as outlined in the letter to the Revdex.com.
Her 3 Main issues that she outlined were:
1. Issues with the brakes
2. Previous repair on driver side door
3. Purchasing a warranty and requesting a refund
Brake issue-
The vehicle was fully inspected at time of sale, all safety aspects are reviewed including tires, brakes, glass etc. By law the vehicle must be safe for the road.
A journeyman mechanic signed off on the safety inspection and we can provide all the documentation.
That being said from the records I reviewed [redacted] certainly did have issues with the brakes on the vehicle. Sadly this can be the nature of the automotive industry sometimes. Machinery of any make or model can have issues, used or brand new right off the showroom floor.
The dealership proceeded with diagnosis of the brake issue. The technician had trouble replicating the issue during road tests but they were eventually able to find the issue.
[redacted] received new brakes free of charge as she mentioned in the complaint.
Previous Repair-
This is an area where I cannot comment on what was said at time of sale because I was not working at the dealership at the time however I did pull a Vehicle history report when I heard of this complaint. To this day the car proof vehicle history report only reflects a minor paint repair on the front bumper. No history of any issue with the driver door etc.
Purchased warranty and requesting a refund-
The vehicle she purchased was out of manufacturer's warranty at the time of purchase. She purchased a warranty at time of delivery of the vehicle so the moment that she took ownership, that warranty was activated. During her ownership of the vehicle if the engine had failed, or the transmission or a long list of other parts under the policy it would have all been covered [redacted] for [redacted], including Parts and Labor.
She feels since she made no claims against this warranty policy that she should receive her money back.
That is simply not the way vehicle warranties work.
There are many extended warranties purchased where nothing or very little goes wrong with the vehicle. An extended warranty is like an insurance policy that way, you could purchase a $[redacted] extended warranty on a new [redacted] or [redacted] and have no problems with the vehicle.
Warranty companies have these clauses clearly outlined on these sort of stipulations. Early terminations, transfers, no refund of purchase the price etc.
We have on file [redacted]s signed warranty contract and all the stipulations set out my Mercedes-Benz [redacted] and the warranty they have issued. Anything signed is deemed to be read , and in particular this contract is very straight forward and easily understood. It clearly states "No Refund of purchase price" .
At the time I spoke with [redacted] she had already sold/traded the Mercedes for another make and model. She complained that she lost money and thought her extended warranty was a waste of money.
We did not offer her any refund because all the issues she complained of are on a vehicle that is no longer in her possession.
We had no opportunity to view any paint issues and try to remedy the situation. There may never have been a paint issue to begin with, we don't know. The vehicle history report states there was no painting on that section of the vehicle. A paint issue should be remedied in the first month of ownership or less, not several months after the vehicle was traded or sold.
She wanted money back for a warranty she felt she received no value in. This is a complaint that holds no merit because as said previously, it's black and white in the warranty contract which is administered by Mercedes-Benz [redacted], not the dealer. Also if [redacted] did need the warranty she would have been covered for many expensive items. It just simply none of the warranty covered items had an issues.
[redacted] demanded a refund of money on a vehicle she no longer owns. We are not willing to offer any sort of cash refund on a vehicle she no longer owns simply for "Buyers Remorse".
We feel we offered adequate service in all aspects of this business transaction.
We will gladly provide the inspection slip, vehicle history report and signed warranty document at the request of the Revdex.com or [redacted].
Please do not hesitate to contact me for any further questions,
[redacted],
General Manager
Mercedes-Benz St. John's
Initial Consumer Rebuttal /* (3000, 11, 2017/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well first of all, I am not requesting money back due to the fact I made no claims on the [redacted]! I am requesting money back as I was told the [redacted] was not involved in a collision neither was I informed about the the two driver doors being painted. As he salesman knew this was a buying factor for us. I was frauds into buying a warranty on an [redacted] was problems.
The [redacted] had numerous problems with breaks and rotars which I requested be fixed prior to purchase. I was told this was going to be completed and when I picked the [redacted] up it was not completed on several occasions. When I approached the manager he told me I would have to pay for it myself until I got Mercedes Canada involved. Who apologized for his actions. It was not his doings, if I did not contact the company he was not going to provide the breaks or rotars. He actually assured me he wouldn't give me a set of wipers for the [redacted].
The bottom line is upon purchase the [redacted] was inspected and they showed that no accident or worn had been done on the [redacted]! This is lies, I have the proof from inspectors outside of Mercedes indicating there was a paint job to two doors of the [redacted] and minor [redacted] repair. So I'm not sure who inspected the [redacted] at Mercedes prior to purchase but this clear inspection was definitely the reason we purchased the [redacted]! So a clear inspection keeps customer satisfied in there eyes. This company failed to tell me the whole truth about breaks, rotars, knocking noise and negative inspection report. This [redacted] was not In good working ordered upon pick up as I wasn't lied too!
Again it's not about making claims on the Warranty it's about charging me [redacted] cash for a warranty that I would not of purchased if I knew the flaws the [redacted] had. We asked several times and was given the ok that everything was in perfect working condition! So I signed and paid for the warranty. Like most customers would do. We trusted your company.
As a manger you don't delete comments and block customers from your advertising page. You may want to brush up on your manager skills. I have heard from several Mercedes customers here in the city who have similar run ins with the manager. As a fact they will not bring their car to the [redacted] for service.
I have an inspection report from [redacted] in [redacted] that indicates two doors on driver side have been painted and I also have the car proof they printed. Never seen one when I purchased the [redacted]! I am not demanding money on the [redacted] that I no longer own, I am demanding money back from the warranty that I was frauded into buying, I took a big loss on the [redacted], just to get rid of it and to not have to deal with this poor customer service. And we are only talking less than two years of complaints, I could no longer handled the stress from this company here in [redacted].
The other four technicians that looked at [redacted] was surprised I wasn't notified of the car proof and different colour paint on the doors. This doesn't happen. Every customer should be provided a car proof at time of purchase as it was a buying factor for us and we made that clear on numerous occasions. So we are very dissatisfied customers and would like to pursue this further.
[redacted]