World Auto

Carolina was extremely helpful today! She definitely is a hardworker and takes her job really serious! I recommend anyone looking for cars to stop by World Auto in [redacted] !! Shes the best!!

THIS IS IN RESPONSE TO THE COMPLAINT FILED BY OUR RESPECTED CUSTOMER, ***
text-align: justify;">
FIRST OF ALL, THIS COMPLAINT IS FILLED WITH ACUSATIONS, LIES, FRABICATED INFORMATIONS AND FACTS, PROVIDED AND WRITTEN BY *** ***
WE, AT JF MOTORS LLC, BELIEVE IN CUSTOMER SERVICE AND COMPLETE SATISFACTIONWE STAND BY OUR SERVICES AND PRODUCTS *** VISITED WORLD AUTO TO PURCHASED A VEHCILEHE FILLED OUT A CREDIT APPLICATION TO OBTAIN FINANCING, HAD HIS INSURANCE FAX US THE INSURANCE CARD AND BINDER FOR THE VEHICLE AND GAVE US THE DEPOSIT ON HIS FREE WILLIT IS VERY OBVIOUS THAT A PERSON GOING TO THAT EXTENT WAS THERE TO BUY A CAR, NOT JUST INQUIRE ABOUT PAYMENTSHE WAS APPROVED BASED ON HIS VERY OWN CREDIT FILEHIS A.P.RWAS BASED ONLY ON HIS CREDIT FILE, NOT ANYTHING ELSEBANKS MAKE THOSE DECISION, NOT THE DEALERSHIP
*** USED HIS CREDIT CARDS FOR THE DEPOSITUPON DECLINING HIS LOAN CONDITION HE WAS ADVISED TO COME BACK FRIDAY FOR HIS REFUNDWHICH IS STORE POLICY AND AS WELL AS CONSIDERING THE FACT THAT THE MONEY GIVING TO US BY A CREDIT OR DEBIT CARD DOESN’T COME TO OUR ACCOUNT FOR FEW DAYS*** REFUSED AND STARTING YELLING AND SCREAMINGFINALLY HE LEFT UNTIL HE CAME BACK ON FRIDAYAS HE SAID IN HIS OWN COMPLAINT THAT THE FINANCE MANAGER CAME OUT AND ASSURED HIM THAT HE IS GETTING THE FULL REFUNDBUT AGAIN *** STARTED SCREAMING AND CURSINGHE STARTED TALKING TO OUR CUSTOMERS FOR NO REASON AND ADVISING THEM TO GET OUT AND NOT BUY THE CARHE WAS ADVISED NUMEROUS TIME NOT TO DO THAT, BUT HE REFUSED TO LISTEN AND WE HAD NO CHOICE BUT TO CALL THE COPS ON HIM
THIS SITUATION WAS CREATED SOLELY BY ***AGAIN, AS HE SAID IN HIS OWN COMPLAINT, THAT HE WAS ASSURED THE DAY HE CAME BACK FOR HIS REFUND THAT HE IS GETTING ALL THE MONEY BACK, THERE WAS NO NEED TO BE SCREAMING, CURSING AND TALKING RUBBISH TO OUR CLIENTS BUT IN ANY EVENT, WE BELIEVE IN HONESTY AND CUSTOMER SERVICE & SATISFACTION*** IS MORE THAN WELCOME TO COME BACK FRIDAY, THE SET DAY FOR REFUNDS, AND PICK UP THE DEPOSIT, AS LONG AS HE COMES IN A NICE MANNER, NOT SCREAMING, CURSING OR JUMPING FOR ANY FURTHER INFORMATION PLEASE DONOT HESITATE TO CALL US WE THANK YOU IN ADVANCE FOR YOUR TIME AND EFFORT IN THIS MATTER AND LOOK FORWARD HEARING FROM YOU

Date: 3/11/15 Revdex.com of Upstate SC North Church Street, Suite C Greenville, SC 29601-2164 *** *** *** *** *** *** RE: *** ***, Complaint ID: *** Please find below the response to the ***
*** complaint. World Auto’s mission is to become a model enterprise in customer satisfaction, regulatory compliance, and shareholder valueAs part of our effort to achieve a high level of customer satisfaction, we apply a consistent methodology to evaluate each customer complaintAs part of this review we consider all major areas of the sales and financing process. Analysis: We reviewed the sales needs assessment to determine if the sales person understood the customer’s requirements and expectationsWe reviewed the sales person process for the vehicle presentation and demonstration to determine if the proper expectations were set for the vehicles features, benefits, and advantagesWe reviewed the sales manager’s deal setup and customer expectation settingsWe reviewed the Finance Manager lending activities, customer credit analysis, lenders selected, and expectations communicated to the customer for how the lending process would be performedWe reviewed how well the customer expectations were set and their understanding of the activities that would or could occur during the financing process. Finally, we reviewed what other outcomes had occurred after the complaint was filed and prior to our receipt and analysis of the complaint. Root Cause of Complaint: Please find below responses to each of the complaints: Complaint #1: "I had purchased a vehicle from World Auto as of AugI recently tried to complete a traat another dealership on 3/6/and was advised via a *** that the vehicle has no value because it was totaled by the previous owner. World Auto did not disclose this information and omitted this from the car tittle that was sent to the finance company (*** ***)." Response: World Auto believes complaint #is informationWorld Auto pulled the most current *** report and no total loss is reportedPurchase of vehicle does not show any evidence of this claimWorld Auto does not purchase cars that have been declared total losses, and *** *** would not finance this carMost likely the client did not have enough equity in the vehicle to trade it in, and the individual providing the information to the customer provided misleading information. Complaint #2: Customer wants $for service bill. Response: Customer has pedal sensor that failed after being in vehicle monthsTotal cost for repair by customer was $plus towing billCustomer documentation clearly shows the vehicle was bought and the customer is responsible for repairsNo warranty for the vehicle was purchased. *** *** *** *** dba World Auto WWade Hampton Blvd, Greer, SC 29650 p:(*** *** ** *** *** www.worldautosc.com The customer owns the vehicle and is responsible for repairs of their vehicleAll vehicles require repair and maintenance from time to timeWorld Auto is unable to provide service coverage at no cost to all customers due to the overwhelming cost involved. Results: Service incident resulted in request for funds from World Auto. Next Steps: World Auto is continuing to improve our Manager training for presenting warranty options and communicating to clients their responsibility for budgeting for repair and maintenance of their vehicle. Final Status : Open. Submitted By: *** ** ***, President *** Integrity Investment Group, Incdba World Auto WWade Hampton Blvd, Greer, SC 29650 p:(*** *** ** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

To whom it may concern:
We apologize for any inconvenience any of our staff have caused youWe inquire about the situationInstead of going back and forward, we just going to resolve it for you
"margin: 0in 0in 10pt;">You have a choice herePlease call us and tell us the exact issue you having with the vehicle, so we can resolve it for youIf you want to cancel the warranty, which we highly recommend not to, you can do that as wellPlease advise us with you decisionYou can call us at ###-###-#### and ask for George
Thank you
Management

TO WHOM IT MAY CONCERN:
PLEASE NOTE THAT IN ORDER FOR THE WARRANTY TO BE CANCELLED, WE NEED TO PHYSICALLY LOOK AT THE EXACT MILES OF THE VEHILCEWARRANTY CANNOT BE CANCELLED ON THE PHONE, OR VIA EMAILPLEASE KINDLY BRING THE VEHICLE TO THE FACILITY IN ORDER TO PROCESS THE CANCELLATION
THANK YOU

Date:
8/12/
Revdex.com of Upstate SC
North Church Street, Suite C Greenville, SC
29601-
Phone:
(864)*** Fax: (*** *** ***
RE: *** ***, Complaint ID: ***
Please
find below
the response to the complaint
World
Auto’s mission is to become a model enterprise in customer satisfaction,
regulatory compliance, and shareholder value.
As part of our effort to achieve a high level of customer satisfaction,
we apply a consistent methodology to evaluate each customer complaint. As part of this review we consider all major
areas of the sales and financing process
Analysis: We reviewed the sales needs
assessment to determine if the sales person understood the customer’s
requirements and expectations. We
reviewed the sales person process for the vehicle presentation and
demonstration to determine if the proper expectations were set for the vehicles
features, benefits, and advantages. We
reviewed the sales manager’s deal setup and customer expectation settings. We reviewed the Finance Manager lending
activities, customer credit analysis, lenders selected, and expectations
communicated to the customer for how the lending process would be performed. We reviewed how well the customer
expectations were set and their understanding of the activities that would or
could occur during the financing process We reviewed the WE OWE, Buyers Guide, and
customer acceptance process for the vehicle.
Root Cause of Complaint: Customer is
experiencing a service issue with the vehicle.
The vehicle was purchased in running order, operating at a
temperature, and performing normally. In
the course of operating the vehicle, the customer blew the engine head gaskets.
Please note the following contracts that are
related to this complaint
Buyers Guide signed at vehicle acceptance:
Customer agrees and accepts all responsibilities for repair of the vehicle
WE OWE Agreement signed at vehicle
acceptance: Customer identifies tires to
be replaced at the value of $***. The
customer agrees based upon the selling price of the vehicle to a maximum out of
pocket spend by World Auto to be $for the WE OWE Agreement and
understands the customer is responsible for ANY costs above this amount
Service Orders:
World Auto has no service orders referencing any issues with vehicle
temperature, head gaskets, or performance
Based upon the contractual obligations between
World Auto and *** ***, World Auto has no responsibility for the
repair of the vehicle.
However, in the case of unforeseen post-sale
repair issues with Customer vehicles, and to do our best to maintain good will
with a customer in this situation, World Auto has a Customer Advocacy process
for reviewing the repair, and costs surrounding the incident.
We then determine if a ONE TIME GOODWILL
ACKNOWLEDGEMENT is appropriate to help the customer get the issue resolved. We take careful consideration to determine
how it is applied to benefit our customers, and we do not apply it in every
case of a post-sale repair.
Results: Attached is the Service Repair Estimate of
$***. Also attached is a One Time
Goodwill Repair Acknowledgement for $*** from World Auto. World Auto is only doing this to promote goodwill
with the customer. We are not
responsible in any way for this customer's repair
We will also ask the *** Financial lender
if they can help the customer finance the balance of the $***, if the
customer and the lender are interested
Next Steps: If the customer
accepts, and World Auto has received the balance of $***, World Auto will give
the Third party repair shop authorization for payment of the repair. Should
*** *** proceed with legal action, World Auto will withdraw the Goodwill
Repair Acknowledgement due to Legal costs and no further offers will be made.
Final
Status: Open
Submitted By: *** ** ***, President

To Whom It May Concern,
I decided to buy a new car so started looking on autotrader. On autotrader I found Acura TL 2012/Tech package for $17,198 at World Auto [redacted]. I called them just to make sure they have the vehicle I was interested and if there are any other charges. Lady I spoke to she said no and then she asked me when will I be there to see the car? So I drove all the way to World Auto [redacted] from Virginia.
Once I got there they had the car however they didn't let me test drive nevertheless the car looked nice therefore we started the paper work. On the paper she was charging me $17,198 + $2990. The $2990 was for 125 points inspection. That she never mentioned when I spoke to her on the phone. World Auto on [redacted] charges $2990 on every single vehicle but they don’t reveal over the phone or on their website. Even on their website car is listed of $17,198. So, please stop others people to go World Auto [redacted] to misuse their time because time is very essential.
Thank you

We have opened an internal investigation on both the spare tire and the bulb issue.  Neither activity is acceptable to World Auto management.  We are sorry for the trouble this has caused [redacted] and will resolve the financial loss once the investigation...

is complete.

The Total Loss was not listed on the vehicle
title when World Auto purchased the vehicle on 7/31/14.  Nor was the Total Loss listed on the
[redacted] report from [redacted] on 7/31/14 or on 3/16/15 when I ran it
again.  Nor was the Total Loss listed on the
Auction bill of sale for [redacted] Auto Sales who purchased the vehicle from
[redacted] Auto Auction on 7/10/2013.
Please find attached the [redacted] report
we used from [redacted] and the Bill of Sale listing the vehicle as "Green
Light" with minor unibody damage.  At
no time did World Auto have any information from our suppliers that this
vehicle was anything other than a Green light vehicle.btw: [redacted] is a highly reliable information reporting service and is widely used by Dealers and Auctions nationwide.  It is uncommon that [redacted] and [redacted] do not agree, but it is possible since they receive their information independently.We are very upset about this situation.  World Auto strives to purchase only high quality, green light vehicles, at fair market prices.  This is a terrible situation and we are continuing to follow-up with our legal team and the finance company to determine what other steps are required to resolve this problem.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted]  At this point, I will pursue legal matters because the attachment that the business has attached is not was told verbally. I purchased the vehicle on 3/25 and have had several issues with it. I was told by [redacted] the Service Manager that they would fix the issues, that is why a warranty was purchased. The owner Mr. [redacted] does not know the communication that I have with [redacted] the Service Manager. So at this point going back and forth is not solving anything. World Auto had three attempts to fix my repairs and did not. I requested my money back and they declined and it was under the 30 day mark. At this time I am going to pursue legal matters and let the judge decide what is best.  Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted]

To whom it may concern:
We apologize for any inconvenience our sales team has caused. We believe in customer service and satisfaction. Our prices our firm, its your choice to buy the car from us or not. Again, we apologize for any trouble.Thank you

[redacted]Please update the Revdex.com complaint for World Auto and [redacted].  Below is the offer for the Goodwill Acknowledgement to the Lender and customer.Regards,[redacted]-------- Original Message --------Subject: Re: [redacted]Date: 14.08.2015 14:17From: [redacted]To: [redacted]Cc: [redacted]Yes, I did receive the quote from the service location.  [redacted] vehicle has had the AC Compressor fail on the vehicle.  This caused the drive belt to come off and disable the vehicle.  The cost estimate from the service location is between $[redacted] and $[redacted]As you know, the customer purchased the vehicle AS IS withoout a warranty from World Auto.  She also signed a WE OWE Agreement that showed World Auto did not owe her anything relative to the AC compressor.  World Auto is not responsible in any way for the repair of the AC Compressor on her vehicle.  Based upon the information I have with me, I do believe [redacted] refused to purchase a Service Contract and initialled our Purchase Confirmation form that she declined all additional service options.However, this unfortunate event has caused a hardship for her, and we understand the difficulty this causes.  As part of our customer advocacy program, we do as much as we can for customers, when it is financially possible for us.  Sometimes, we do this by authorizing a ONE TIME GOODWILL ACKNOWLEDGEMENT for the customer.  In this particular case, we would authorize a ONE TIME GOODWILL ACKNOWLEDGEMENT of $[redacted] towards the service repair, but only if the customer or [redacted] covers the remaining balance.We would only authorize the repair with prior payment of the balance to us, then we would authorize the service center to repair the vehicle.  If you can work with the customer to provide the balance, and give the check or cash to the Mauldin location, I will authorize the work to start.[redacted] or [redacted] is fully capable of authorizing the work to start today, and assume full liability of the repair.  World Auto is not slowing you down or stopping [redacted] from authorizing repair work to be performed on her vehicle.  If you would like World Auto help in this matter, then please provide the balance of the payment for the repair to our Mauldin location, and we will authorize the work.Should [redacted] refuse our One Time Goodwill Acknowledgement of $[redacted], or commence legal action, World Auto will withdraw the offer immediately.  To prevent fraud, World Auto will only provide the Goodwill Acknowledgement payment directly to the service center.This is an unfortunate occurrence, and we regret it has occurred. However, we are willing to help [redacted] with her vehicle, but we are not willing to take repair responsibility for the vehicle she owns.Regards,[redacted]Linda,Please update the Revdex.com complaint for World Auto and Sherry Young.  Below is the offer for the Goodwill Acknowledgement to the Lender and customer.Regards,Patrick-------- Original Message --------Subject: Re: Sherry YoungDate: 14.08.2015 14:17From: [email protected]: Chuck Enfinger <[email protected]>Cc: [email protected], cwood@worldautosc....⇄ I did receive the quote from the service location.  [redacted] vehicle has had the AC Compressor fail on the vehicle.  This caused the drive belt to come off and disable the vehicle.  The cost estimate from the service location is between $1400 and $1500.As you know, the customer purchased the vehicle AS IS withoout a warranty from World Auto.  She also signed a WE OWE Agreement that showed World Auto did not owe her anything relative to the AC compressor.  World Auto is not responsible in any way for the repair of the AC Compressor on her vehicle.  Based upon the information I have with me, I do believe [redacted] refused to purchase a Service Contract and initialled our Purchase Confirmation form that she declined all additional service options.However, this unfortunate event has caused a hardship for her, and we understand the difficulty this causes.  As part of our customer advocacy program, we do as much as we can for customers, when it is financially possible for us.  Sometimes, we do this by authorizing a ONE TIME GOODWILL ACKNOWLEDGEMENT for the customer.  In this particular case, we would authorize a ONE TIME GOODWILL ACKNOWLEDGEMENT of $700 towards the service repair, but only if the customer or [redacted] covers the remaining balance.We would only authorize the repair with prior payment of the balance to us, then we would authorize the service center to repair the vehicle.  If you can work with the customer to provide the balance, and give the check or cash to the Mauldin location, I will authorize the work to start.[redacted] or [redacted] is fully capable of authorizing the work to start today, and assume full liability of the repair.  World Auto is not slowing you down or stopping [redacted] from authorizing repair work to be performed on her vehicle.  If you would like World Auto help in this matter, then please provide the balance of the payment for the repair to our Mauldin location, and we will authorize the work.Should [redacted] refuse our One Time Goodwill Acknowledgement of $700, or commence legal action, World Auto will withdraw the offer immediately.  To prevent fraud, World Auto will only provide the Goodwill Acknowledgement payment directly to the service center.This is an unfortunate occurrence, and we regret it has occurred. However, we are willing to help [redacted] with her vehicle, but we are not willing to take repair responsibility for the vehicle she owns.Regards,PatrickLinda,Please update the Revdex.com complaint for World Auto and Sherry Young.  Below is the offer for the Goodwill Acknowledgement to the Lender and customer.Regards,Patrick-------- Original Message --------Subject: Re: Sherry YoungDate: 14.08.2015 14:17From: [email protected]: Chuck Enfinger <[email protected]>Cc: [email protected], cwood@worldautosc....⇄ I did receive the quote from the service location.  [redacted] vehicle has had the AC Compressor fail on the vehicle.  This caused the drive belt to come off and disable the vehicle.  The cost estimate from the service location is between $1400 and $1500.As you know, the customer purchased the vehicle AS IS withoout a warranty from World Auto.  She also signed a WE OWE Agreement that showed World Auto did not owe her anything relative to the AC compressor.  World Auto is not responsible in any way for the repair of the AC Compressor on her vehicle.  Based upon the information I have with me, I do believe [redacted] refused to purchase a Service Contract and initialled our Purchase Confirmation form that she declined all additional service options.However, this unfortunate event has caused a hardship for her, and we understand the difficulty this causes.  As part of our customer advocacy program, we do as much as we can for customers, when it is financially possible for us.  Sometimes, we do this by authorizing a ONE TIME GOODWILL ACKNOWLEDGEMENT for the customer.  In this particular case, we would authorize a ONE TIME GOODWILL ACKNOWLEDGEMENT of $700 towards the service repair, but only if the customer or [redacted] covers the remaining balance.We would only authorize the repair with prior payment of the balance to us, then we would authorize the service center to repair the vehicle.  If you can work with the customer to provide the balance, and give the check or cash to the Mauldin location, I will authorize the work to start.[redacted] or [redacted] is fully capable of authorizing the work to start today, and assume full liability of the repair.  World Auto is not slowing you down or stopping [redacted] from authorizing repair work to be performed on her vehicle.  If you would like World Auto help in this matter, then please provide the balance of the payment for the repair to our Mauldin location, and we will authorize the work.Should [redacted] refuse our One Time Goodwill Acknowledgement of $700, or commence legal action, World Auto will withdraw the offer immediately.  To prevent fraud, World Auto will only provide the Goodwill Acknowledgement payment directly to the service center.This is an unfortunate occurrence, and we regret it has occurred. However, we are willing to help [redacted] with her vehicle, but we are not willing to take repair responsibility for the vehicle she owns.Regards,PatrickLinda,Please update the Revdex.com complaint for World Auto and Sherry Young.  Below is the offer for the Goodwill Acknowledgement to the Lender and customer.Regards,Patrick-------- Original Message --------Subject: Re: Sherry YoungDate: 14.08.2015 14:17From: [email protected]: Chuck Enfinger <[email protected]>Cc: [email protected], cwood@worldautosc....⇄ I did receive the quote from the service location.  [redacted] vehicle has had the AC Compressor fail on the vehicle.  This caused the drive belt to come off and disable the vehicle.  The cost estimate from the service location is between $1400 and $1500.As you know, the customer purchased the vehicle AS IS withoout a warranty from World Auto.  She also signed a WE OWE Agreement that showed World Auto did not owe her anything relative to the AC compressor.  World Auto is not responsible in any way for the repair of the AC Compressor on her vehicle.  Based upon the information I have with me, I do believe [redacted] refused to purchase a Service Contract and initialled our Purchase Confirmation form that she declined all additional service options.However, this unfortunate event has caused a hardship for her, and we understand the difficulty this causes.  As part of our customer advocacy program, we do as much as we can for customers, when it is financially possible for us.  Sometimes, we do this by authorizing a ONE TIME GOODWILL ACKNOWLEDGEMENT for the customer.  In this particular case, we would authorize a ONE TIME GOODWILL ACKNOWLEDGEMENT of $700 towards the service repair, but only if the customer or [redacted] covers the remaining balance.We would only authorize the repair with prior payment of the balance to us, then we would authorize the service center to repair the vehicle.  If you can work with the customer to provide the balance, and give the check or cash to the Mauldin location, I will authorize the work to start.[redacted] or [redacted] is fully capable of authorizing the work to start today, and assume full liability of the repair.  World Auto is not slowing you down or stopping [redacted] from authorizing repair work to be performed on her vehicle.  If you would like World Auto help in this matter, then please provide the balance of the payment for the repair to our Mauldin location, and we will authorize the work.Should [redacted] refuse our One Time Goodwill Acknowledgement of $700, or commence legal action, World Auto will withdraw the offer immediately.  To prevent fraud, World Auto will only provide the Goodwill Acknowledgement payment directly to the service center.This is an unfortunate occurrence, and we regret it has occurred. However, we are willing to help [redacted] with her vehicle, but we are not willing to take repair responsibility for the vehicle she owns.Regards,Patrick

Our [redacted] got in contact with  [redacted]  and requested him to come down to the dealership to pick up his refund check for the warranty cancelation but  [redacted] notified World...

Auto that he would not be able to make his way to the dealership to complete the transaction until Dec [redacted], 2014.  This is a follow up email to Revdex.com as an update. Should there be any questions please send an email or contact the dealership.

Date:
8/12/15
 
Revdex.com of Upstate SC
408 North Church Street, Suite C Greenville, SC
29601-2164
Phone:
(864)242-5052 Fax: [redacted] Email: [email protected]
 
RE: [redacted], Complaint ID: [redacted]
 
Please
find below the...

response to the complaint.
 
World
Auto’s mission is to become a model enterprise in customer satisfaction,
regulatory compliance, and shareholder value. 
As part of our effort to achieve a high level of customer satisfaction,
we apply a consistent methodology to evaluate each customer complaint.  As part of this review we consider all major
areas of the sales and financing process.
 
Analysis: We reviewed the sales needs
assessment to determine if the sales person understood the customer’s requirements
and expectations.  We reviewed the sales
person process for the vehicle presentation and demonstration to determine if
the proper expectations were set for the vehicles features, benefits, and
advantages.  We reviewed the sales
manager’s deal setup and customer expectation settings.  We reviewed the Finance Manager lending
activities, customer credit analysis, lenders selected, and expectations
communicated to the customer for how the lending process would be performed.  We reviewed how well the customer
expectations were set and their understanding of the activities that would or
could occur during the financing process.   We reviewed the WE OWE, Buyers Guide, and
customer acceptance process for the vehicle. 
 
Root Cause of Complaint:   Customer is experiencing
a service issue with her vehicle, and rather than get the vehicle diagnosed and
determine the cause so we can develop a resolution, she has attacked World Auto
and made unreasonable demands regarding buying the vehicle back.  If a car breaks down, the next step is NOT to
buy the vehicle back and give the customer a mulligan on the contract she
signed. 
 
The next step is for the customer to tow their
vehicle to a repair shop that we recommend or they prefer, and then we find out
what is wrong with the vehicle.  This customer
tried to abandon her contract responsibilities by towing the vehicle to our
location with no notice, and claiming we must buy her vehicle back.  Unfortunately, she incurred duplicate towing
costs due to her inappropriate decision to tow to World Auto, and try to
abandon her contract responsibilities.
 
As of this writing, the customer has the vehicle
towed to a World Auto preferred facility for diagnosis.  Preliminary information indicates the vehicle
may have had a drive belt break, but this is not confirmed.  This is a very low cost repair.  However, we are waiting the written estimate
for a complete diagnosis,
 
 
Results: In the case of unforeseen post-sale
repair issues with Customer vehicles, World Auto has a Customer Advocacy
process for reviewing the repair, and cost surrounding the incident.  We then determine if a ONE TIME GOODWILL
ACKNOWLEDGEMENT is appropriate to help the customer get the issue
resolved.  We  take careful consideration to determine how it
is applied to benefit our customers, and we do not apply it in every case of a
post-sale repair. 
 
Next Steps: World Auto management
is waiting the diagnosis for this customer and will determine the next steps
based upon the customer actions and the results from the diagnosis.
 
Final
Status:  Open.
 
Submitted By:   [redacted], President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
I asked for this company to refund the amount in which they gave me for my trade-in vehicle and the owner refuse to do so. World Auto has sold my vehicle so they cannot return my trade-in to me. The finance company has already returned the total amount of my payments back and voided my loan. If World Auto wants to resolve this issue than they can simply give me back the amount for my trade-in vehicle and no further actions will need take place.
Regards,
[redacted]

To whom it may concern:
We apologize for any inconvenience our sales team has
caused. We believe in customer service and satisfaction. Our prices our firm. But
you do have the choice of financing it or paying cash. Again, we apologize for
any trouble.
Thank you

Our [redacted] got in contact with  [redacted]  and requested him to come down to the dealership to pick up his refund check for the warranty cancelation but  [redacted] notified World Auto that he would not be able to make his way to the...

dealership to complete the transaction until Dec [redacted], 2014.  This is a follow up email to Revdex.com as an update. Should there be any questions please send an email or contact the dealership.

Date:
8/12/15
 
Revdex.com of Upstate SC
408 North Church Street, Suite C Greenville, SC
29601-2164
Phone:
(864)242-5052 Fax: (864)[redacted] Email: [email protected]
 
RE: [redacted], Complaint ID: [redacted]
 
Please
find below the...

response to the complaint.
 
World
Auto’s mission is to become a model enterprise in customer satisfaction,
regulatory compliance, and shareholder value. 
As part of our effort to achieve a high level of customer satisfaction,
we apply a consistent methodology to evaluate each customer complaint.  As part of this review we consider all major
areas of the sales and financing process.
 
Analysis: We reviewed the sales needs
assessment to determine if the sales person understood the customer’s requirements
and expectations.  We reviewed the sales
person process for the vehicle presentation and demonstration to determine if
the proper expectations were set for the vehicles features, benefits, and
advantages.  We reviewed the sales
manager’s deal setup and customer expectation settings.  We reviewed the Finance Manager lending
activities, customer credit analysis, lenders selected, and expectations
communicated to the customer for how the lending process would be performed.  We reviewed how well the customer
expectations were set and their understanding of the activities that would or
could occur during the financing process.   We reviewed the WE OWE, Buyers Guide, and
customer acceptance process for the vehicle. 
Finally, we reviewed the service orders and work performed on the
vehicle based upon this complaint.
 
Root Cause of Complaint:   Customer is experiencing
a service issue with his vehicle, and fails to accept responsibility for his
vehicle.  Please note the following
contracts, activities, costs and service orders that are related to this
complaint.
 
Buyers Guide signed at vehicle acceptance:
Customer agrees and accepts all responsibilities for repair of the vehicle.
 
WE OWE Agreement signed at vehicle
acceptance:  Customer identifies a rear
view mirror and check engine light problem on the vehicle.  The customer agrees based upon the selling
price of the vehicle to a maximum out of pocket spend by World Auto to be $120.00
for the WE OWE Agreement and understands the customer is responsible for ANY
costs above this amount.
 
Service Order April 10th:  World Auto repairs rear view mirror at cost
of $[redacted]
 
Service Order April 30th:  World Auto diagnoses Check engine light at
$[redacted] cost.
 
Service Order May 15th:  World Auto replaces battery, and alternator
on vehicle due to engine light.  Engine
light issue repaired.  World Auto cost
$153.00.
 
Total spend by World Auto as of 5/22/15
$283.    $163 more than required by
contract.  $163 allocated to One Time
Goodwill Acknowledgement.
 
World Auto would be glad to direct the customer
to a third party service facility to have further work performed on his
vehicle.  However, any further service
costs incurred by this customer is the responsibility of the customer.
 
Results: Service incident resulted in
request for funds from World Auto. 
 
Next Steps: World Auto is
continuing to improve our Manager training for presenting warranty options and
communicating to clients their responsibility for budgeting for repair and
maintenance of their vehicle.
 
Final
Status:  Open.
 
Submitted By:   [redacted], President