Geoff Rogers Autoplex

Initial Business Response / [redacted] (1000, 5, 2015/12/31) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @grmc.net We fixed all problems that Mr [redacted] and Mrs [redacted] encountered with the purchase of her Jeep CompassWe do offer a Limited Warranty with most purchases made from our dealership, which requires the customer to pay a deductible that we never required Mr [redacted] and Mrs [redacted] to pay to repair such issuesThe Credit Mr [redacted] and Mrs [redacted] is requesting in the amount of $is actually, $as seen on her buyers orderThis credit is Trade Credit and not actually money due back to herThis credit actually lowered the amount she financedWe also issued Mrand Mrs [redacted] a check for sales tax on the Mazda in the amount of $plus an additional $to the Missouri Department of Revenue for her late feeWe are willing to cut a check to Mr [redacted] and Mrs [redacted] for the amount of $for the trade credit as stated on her buyers order...not for $Mr [redacted] and Mrs [redacted] will need to come to our StPeters office and pick it up in person as their earliest convenience

Initial Business Response / [redacted] (1000, 10, 2015/07/27) */ We contacted Mr [redacted] & he got the car to us, & basically got it to the shop and we addressed the concernsHe has had the car back for weeks or longer and he has had no complaints

It's a Jeep Patriot did not have a warranty or inspection Purchased 9/16/

Initial Business Response /* (1000, 5, 2015/10/22) */
The customers car payment was what the finance company approved and the amount reflected her credit ratingThe down payment was what the finance company required and the $monthly payment is what the customer chose to accept
On July 8th
the vehicle was checked for a misfire and we made the repairI have a copy of the paperwork for the initial repair and could send it to the customerRegarding $reimbursement for the spark plug, at the time of sale it was not needed

Initial Business Response /* (1000, 9, 2015/10/09) */
We have made several attempts to fix this vehicleThe customer's check engine light comes on and off sporadicallyWe have fixed it and given back to the customer and it came back on months laterThe customer has missed appointments to drop
the car of to get it fixed
It was dropped off October 9th and were looking to find out what the issue is

In response to Mr*** complaintThis complaint is completely invalidThe customer lives in Massachusetts and purchased a truck from our company cash, sight unseen and then had it transported from Missouri to MassachusettsCustomer was told that the unit passed a valid Missouri safety
inspection, because it did on Sept 16, at *** Automotive Repair and Restoration in Troy, MOAfter the customer received his vehicle from transport in Massachusetts, he claims he took it to a repair facility to have it safety inspected himself per their laws and regulationsThe customer reached out to us to explain that the vehicle failed the inspection due to reasons on the attached “invoice”We immediately were concerned with the safety of this vehicle and the quality of service we received from our 3rd party vendor so we attempted to reach out to ***’s Repair with no luckWe went a step further and reached out to the Department of Environmental Protection (MassDEP) Registry of Motor Vehicles (RMV)When we spoke to them, they explained to us that ***’s Repair was NOT a licensed safety inspection facility in the state of Massachusetts and further more they could not see where they even had a business licenseThey then informed me that there was indeed an inspection done on the customers vehicle, however it was done a completely difference facility (*** ***, 495-Truck Center) than what the customer was claiming and that there was only ONE inspection write up on the vehicle stating that it was an immediate pass and not a failThis company also explained to me that the state of Massachusetts only charges $for a safety inspection, not $plus the $for the “labor for sticker prep”This information was completely conflicting to what the customer had stated to usI spoke to a gentleman named Justin who opened up an investigation in regards to this, #***After we acquired this information, we also reached out to the Massachusetts SOS to verify that ***’s Repair facility was not a licensed business, and also confirmed the same information.After, gathering all the proper information, we contacted the customer to explain our concern for him and the shop that he had chosen and that we felt he was not getting honest information himselfThe customer at that time had conflicting rebuttals to the situation and wasn’t very certain as to who, what, when, where or how his vehicle had gotten a safety on it, but that the repair facility he took it to, took care of all that for himWith the inconsistences with the whole complaint, the untruthful information we were given, our concern with the dollar amounts on the “invoice” and the inflation to the dollar amount on the parts we came to the conclusion that we were being given information in an attempt to take advantage of us and get money backWhen we spoke to the customer we agreed to reimburse him for $which would have been a reasonable amount to repair rear rotors on his truck if they were indeed “bad”, which we gave the customer the benefit on the doubt.Now, we have gotten a Revdex.com complaint, negative facebook reviews, a negative yelp and google reviewWe feel this whole complaint has been false, slanderous and unjustWe are going to be reaching out to our legal advisers to see what actions we can take in regards to this situation as slander and accusations are harmful to any company.We hope that this information has enlighten you on the situation as well, and you find that this complaint is NOT valid and needs to be removed from our records.Thank you

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
Sincerely,
*** ***

[redacted], the manager for 15 years, called me two hours later to give me a refund. The salesman are furious with me, they've been texting me, they're calling my job and harassing me and my coworkers, they've gotten the plate information off of my car, I've got the police involved. [redacted] says she...

has no control over these people. I am satisfied with the refund and want my comments posted.

Yes, thank you for alerting us of this complaint. We have been aware of the situation. It is unfortunate only because we are a Missouri Dealer and the customers live in California. They purchased a very large truck that requires special transportation and a larger transport truck to do the job. That...

transportation is very expensive. Understandably so, the customers wanted to try to save as much money on transport as they could. It is a tedious process to try to find a transport company that will bid the job, do it in a timely manner and not charge an arm and a leg to do so. Hence why it had taken so long to get transport set up. With that being said, we strive to give our customers the best customer service we can, however, we were also the customer in this situation when it came to the transportation companies. We did not get the service we needed from them, therefore we were not able to extend the service to our customers. We are sorry for that. Sometimes certain situations are out of our control. At this time, we have been in contact with the customers, we have all agreed that the best thing for all parties involved at this point is to refund the customers all their money that they have paid out (Down payment and car payment) and back the sale out making them no longer liable for the loan and we keep the vehicle. It is unfortunate that this is the end result, however we want to do what is best for the customer.

I have reached out to the customer and we have discussed the issue she was having and came up with agreement upon terms that she is happy with and signed a good will release to us.

Thank you for bringing this matter to our attention. We were somewhat expecting this after a conversation on November 6, 2017 with Mr. [redacted] explaining our stance. Mr. [redacted] did not accept the response and in turn...

yelled and cussed and hung up. With that said you will see all corresponding documents attached to coincide with our response. First, Mr. [redacted] purchased his vehicle on September 9, 2017, not the 19th. Second, Mr. [redacted] was indeed given a valid Missouri safety inspection with his purchase. The inspection was done on at [redacted] on July 19, 2017. Missouri safety inspections are good for 60 days, making this MVI good until September 19, 2017. Mr. [redacted] was also given a 30 day 1,000 mile warranty with his purchase that obviously would have been expired when Mr. [redacted] brought his concerns to our attention. Regardless it only covers engine, transmission and drive axle (the internally lubricated parts). In addition Mr. [redacted] did purchase a warranty with his vehicle that states " Coverage on this contract begins on the vehicle/contract sale date and ends when the coverage term for time or mileage listed above has elapsed, whichever occurs first" His warranty is for 24 months, 24,000 miles. I have looked over Mr. [redacted]’s warranty and it does state that lower control arms WOULD have been covered had he filed a warranty claim with them. I assume Mr. [redacted] figured it would be easier to try to get us to pay for the repairs then to file a warranty claim. Also you will see attached a "We-Owe" that Mr. [redacted] signed at the time of sale, stating nothing promised nothing owed. It seems that Mr. [redacted] drove his purchased vehicle for approx. 2 months before going to license the vehicle causing the MVI he received at time of sale to be expired and then needed to get a new MVI in order to license his vehicle properly. As the dealer we cannot be held responsible for damages that may have arose from the time of purchase, 2 months later. Even if these problems had come up during the 30 day, 1000 mile warranty he was provided, lower control arms are not a covered component under the warranty provided to him from us. However, as stated earlier the warranty he purchased with this vehicle would have covered them. Again, our stance on this matter is that this is not an issue caused by our dealership, nor is it something our dealership should be responsible for. We apologize for any inconvenience this has cause Mr. [redacted], but as a business we cannot be held responsible for all issues that may come up in the future after purchasing a used vehicle when the warranties in place either don't cover the issue, have expired or are not taken advantage of. We hope that you find our stance on this matter satisfactory and close or remove this complaint from our file based on the facts and documents provided. If you need any further information please feel free to contact us and we will be more than happy to assist. Thank you in advance.

It's a 2011 Jeep Patriot did not have a warranty or inspection.  Purchased 9/16/17

Initial Business Response /* (1000, 5, 2015/12/31) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@grmc.net
We fixed all problems that Mr. [redacted] and Mrs. [redacted] encountered with the purchase of her 2010 Jeep Compass. We do offer a...

Limited Warranty with most purchases made from our dealership, which requires the customer to pay a 100.00 deductible that we never required Mr. [redacted] and Mrs. [redacted] to pay to repair such issues. The Credit Mr. [redacted] and Mrs. [redacted] is requesting in the amount of $975.55 is actually, $934.55 as seen on her buyers order. This credit is Trade Credit and not actually money due back to her. This credit actually lowered the amount she financed. We also issued Mr. and Mrs. [redacted] a check for sales tax on the Mazda in the amount of $664.00 plus an additional $25.00 to the Missouri Department of Revenue for her late fee. We are willing to cut a check to Mr. [redacted] and Mrs. [redacted] for the amount of $934.55 for the trade credit as stated on her buyers order...not for $975.55. Mr. [redacted] and Mrs. [redacted] will need to come to our St. Peters office and pick it up in person as their earliest convenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/07/27) */
We contacted Mr [redacted] & he got the car to us, & basically got it to the shop and we addressed the concerns. He has had the car back for 2.5 weeks or longer and he has had no complaints.

We have reviewed and have resolved all the issues with Mr. [redacted] expressed in his complaint.  We had the truck in for service, provided his with a vehicle until his truck was ready and he now has the truck back as of Monday, 4/4/2016.  He has been to business on 4/7/2016 and is pleased...

with the work on his truck.