Philpott Motors, Ltd.

Businesses response to the consumer: On 5-20-we sent a check for $to the customer along with a check of $ to his lean holder to apply to his principleOn this date I also spoke to Mr [redacted] explaining what we were doing and apologizing

Complaint: I am rejecting this response because: Regardless of the receipt of the license plates and the future receipt of the title, the fact remains that the dealership violated its own policy (as admitted to by the general manager) and state law (as indicated by a representative of the Texas Motor Vehicle Division) These acts were not an oversight but were deliberate and intentional The Revdex.com should hold the company accountable Please keep me advised of your final disposition Thank you for your assistance Sincerely, [redacted]

We catagorically deny Mr [redacted] assumptionsWhen Mr [redacted] was at our dealership, we had his vehicle appraised and never was able to get him to make us an offer on the vehicle he was interested inThe flyer Mr [redacted] is reffering to states "we will pay up to 120% of blackbook"; however, according to the sales associate he was working with, we did not get that far into negotiationsWe would be happy to work with Mr [redacted] to discuss a transaction that is ameanable to both partiesIf Mr [redacted] is interested in scheduling an appointment he may contact Owner Relations Manager, [redacted] , at ( [redacted] ext or [redacted] [redacted] @philpottmotors.comWe apologize for any misunderstandings and look forward to working with Mr [redacted] if he desires

In response to the license plates, as stated Friday (10-9-15) after the paperwork was filed, we sent an employee to the DMV office to pick up the license platesUpon returning to the dealership, we prepared the FedEx packageDue to the location, overnighting was not an optionAs of this morning (10-13-at 8:15am) when we pull up the FedEx website to track the package, you can see where we shipped it out on Friday, it is currently in Nacogdoches and estimated to be delivered today by 8:00pmWe continued to attempt to contact Ms [redacted] not only to relay this, but for the general manager to speak with her as she requestedA second message was left for her on FridayIn the package that we mailed is the license plates, as mentionedThe dealership will not be whom she recieves the title fromThis comes from Austin DMVIt takes approximatlyl 2-weeks from the registration date for Beaumont, then Austin to process and send out her titleAs requested the general manager will respond to Ms [redacted] and mail that response today

Philpott Service Manager and Customer Relations Manager contacted the customer to further explain what transpired during his service visitCustomer brought vehicle in for a/c concerns with one side blowing cold air and the other side blowing hot airCustomer also had concerns with an engine miss (in other words, the engine was running rough) We recieved approval from customer to run diagnostic checks on both concerns The technician performed a diagnostic check through the vehicle's computer system and identified engine misfires on cylinders #and # He diagnosed that the #and #ignition coils needed to be replaced and suggested the spark plugs be replaced as well When doing a visual inspection, the technician discovered that the a/c compressor was visually leaking The air conditioning system comes with a green dye inside from factory to aid in locating system leaks The technician could see the dye leaking from between the two halves of the main body of the a/c compressor and needed to be replaced The customer was given a quote for the igntion coils, spark plugs, a/c compressor, and multiple other concerns identified during the inspection The customer declined for any of the work to be done and wanted to pick up the vehicle to have the repairs made at another shop When the customer arrived to pay and pick up his vehicle, he was upset about the charges, even after we recieved his approval Out of good will, we only charged the customer for the diagnostic fee on the concern of the engine miss The cost of the inspection of the air conditioner was waived and not charged to the customer The customer paid $and picked up the vehicle We later received word from the customer that after the a/c compressor was replaced, but there had to more parts replaced to fix the problem We explained to the customer that the a/c compressor an obvious large leak in the freon related portion of the a/c system to allow the a/c dye to leak out That problem needed to be addressed, however we apologized for him having more than only that one problem If the customer would have allowed the work to be done at Philpott Ford, after making the repairs that were found visually, if the problem still remained, we would have continued to search for a second issue We explained that if we did the repairs, we would have offered to reinstall the original a/c compressor if the customer was not satisfied When we questioned the customer, Mr [redacted] said that the other repair facility offered to put the original compressor back on and Mr [redacted] declined We support the original advisement that was made on the vehicle leaking a/c dye/freon and needing the a/c compressor replaced Due to Philpott absorbing the cost of the a/c inspection, only charging the customer $for the engine diagnostic, the repairs being performed outside of our facility, the customer declining the orignal part being put back on by the other shop, and the customer notifying Philpott after the additional repairs were made, we respectfully decline the request for reimbursement of $1,

Complaint:
I am rejecting this response because: There was no Freon leak according to the mechanic that performed the installation. I paid Philpott the price that was quoted me at the start of the diagnosis. There was never a mention of a separate diagnosis charge until I came back to pick up the car after diagnosis. Why should I have to pay the mechanic to reinstall the old compressor after I paid him to change the first compressor out as supposedly diagnosed? Philpott never diagnosed the cause of the a/c problem, as they claimed. That has been fully established to my satisfaction. I would like to be reimbursed as originally requested
Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10627409, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I talked with these guests yesterdayThey had much negative equityThe husband shopped our Toyota store and the wife shopped with a different agent at our Ford storeAdmittedly, there was a miscommunication between associate and the customers which was addressed with customer and mgr and
associatesWe were attempting to obtain financing for guests and did not violate any law as credit applications were signedI feel like customer tried to hold miscommunication over our heads and withought resubmitting his credit again I tried to get all the negative equity financed and could notI called customer yesterday and apologized for the misunderstandingHe asked me to have all finance mgrs or a sales mgr to talk to guest before submitting anyone's credit to several sourcesThis has been resolved.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10551385, and find that this resolution and apology on the misunderstanding is satisfactory to me
Sincerely,
*** ***

Additional Information to be added: I want a refund for which I was manipulated to pay for some alarm system which they put as a extra on the Camry he said it was nessary it had to be put in the contact which is completely false.I want Philpott to refund my

I intend to pursue full relief in this matter, including the possibility of small claims courtDue to the fraudulent nature of this case, there is ample motivation to file for treble damages

We sold Mr*** a truck and at the time of the sale, we pulled a carfax which did not show any reportsMr*** is a previous customer and shared with us his complaint and concerns after the purchase and requested to be traded out of his truckWe offered out of goodwill to trade him
out of his vehicle into a new or another previously owned vehicle. The preowned sales manager could not find another truck in his price range; therefore he then offered him a Ford premium care yr / 36k mile vehicle service contractMr*** was very pleased and accepted the contract at no charge to himIn the Revdex.com complaint that we recieved, Mr*** is now requsting a refund; however, that is not an option

Businesses response to the consumer: On 5-20-15 we sent a check for $241.92 to the customer along with a check of $ 149.00 to his lean holder to apply  to his principle. On this date I also spoke to Mr. [redacted] explaining what we were doing and apologizing.

Complaint: 10856471
I am rejecting this response because:  too much of it is untrue.  There was never a suggestion of two charges for a diagnosis or I would have only gotten one and it would have been on the a/c only.  Secondly, the mechanic that actually replaced the compressor did so only because I asked him to based on the Philpott diagnosis.  Later he informed me that if I had told him the same problem I requested Philpott to diagnose on the a/c, he would have never suggested a compressor since there was no obvious problem with the compressor according to a 19 year veteran mechanic.  He also informed me that he never saw a leak of any kind and that there was freon in the old compressor when he took it off. .  He said exactly what usually causes problems of that nature and it's hardly ever the compressor.  He noticed that Ford Thunderbirds were notorious for that issue.  He saqid if the vehicle was blowing cold on any side, the compressor is working.  I do not agree with this representative's statement on a number of levels and I reject it.
Sincerely,
[redacted]

Customer Relations Manager spoke with customer today (10-9-15) to update her on the status of her license plates. The update was that the paperwork had been filed and the license plates would be picked up today and overnighted to the customer. The customer expressed her frustations and said that she...

would be filing complaints with Toyota, DMV, police department and the Revdex.com, then hung up on the Customer Relations Manger. General Manager attempted to contact customer and there was no answer, a message was left. He will continue to try to reach customer.  Deanna MillerCustomer Relations Manager

In response to the license plates, as stated Friday (10-9-15) after the paperwork was filed, we sent an employee to the DMV office to pick up the license plates. Upon returning to the dealership, we prepared the FedEx package. Due to the location, overnighting was not an option. As of this morning (10-13-15 at 8:15am) when we pull up the FedEx website to track the package, you can see where we shipped it out on Friday, it is currently in Nacogdoches and estimated to be delivered today by 8:00pm. We continued to attempt to contact Ms. [redacted] not only to relay this, but for the general manager to speak with her as she requested. A second message was left for her on Friday. In the package that we mailed is the license plates, as mentioned. The dealership will not be whom she recieves the title from. This comes from Austin DMV. It takes approximatlyl 2-4 weeks from the registration date for Beaumont, then Austin to process and send out her title. As requested the general manager will respond to Ms. [redacted] and mail that response today.

We support the original advisement that was made on the vehicle leaking a/c dye/freon and needing the a/c compressor replaced. Due to Philpott absorbing the cost of the a/c inspection, only charging the customer $109.00 for the engine diagnostic, the repairs being performed outside of our facility, the cusotmer declining the original part being put back on by the other shop and the customer notifying Philpott after the additional repairs were made, we respectfully decline the request for reimbursement of $1,167.00. Out of goodwill, Philpott is willing to reimburse the customer the $109.00 that was paid for the diagnostics for their service visit. As we only identified 1 of the 2 a/c concerns.

We catagorically deny Mr. [redacted] assumptions. When Mr. [redacted] was at our dealership, we had his vehicle appraised and never was able to get him to make us an offer on the vehicle he was interested in. The flyer Mr. [redacted] is reffering to states "we will pay up to 120% of...

blackbook"; however, according to the sales associate he was working with, we did not get that far into negotiations. We would be happy to work with Mr. [redacted] to discuss a transaction that is ameanable to both parties. If Mr. [redacted] is interested in scheduling an appointment he may contact Owner Relations Manager, [redacted], at ([redacted] ext. 1042.  or [redacted].[redacted]@philpottmotors.com. We apologize for any misunderstandings and look forward to working with Mr. [redacted] if he desires.

Complaint: 10852086
I am rejecting this response because:  As of 4:13 p.m., October 12, 2015, I have not received the license plates or title for my vehicle.  Even if the dealership subsequently provides these items,  the staff should not be exonerated from their initial refusal to process my paperwork in a timely and legally mandated manner.  Although I have received a telephone message to return a call to the general manager, I want a response in writing by him explaining specifically why I was told by his employees the paperwork was being processed when in fact it was not and why there was a delay at all in submitting the documents to the proper authorities.
Sincerely,
[redacted]

Philpott Service Manager and Customer Relations Manager contacted the customer to further explain what...

transpired during his service visit. Customer brought vehicle in for a/c concerns with one side blowing cold air and the other side blowing hot air. Customer also had concerns with an engine miss (in other words, the engine was running rough).  We recieved approval from customer to run diagnostic checks on both concerns.  The technician performed a diagnostic check through the vehicle's computer system and identified engine misfires on cylinders #2 and #8.  He diagnosed that the #2 and #8 ignition coils needed to be replaced and suggested the spark plugs be replaced as well.  When doing a visual inspection, the technician discovered that the a/c compressor was visually leaking.  The air conditioning system comes with a green dye inside from factory to aid in locating system leaks.  The technician could see the dye leaking from between the two halves of the main body of the a/c compressor and needed to be replaced.  The customer was given a quote for the igntion coils, spark plugs, a/c compressor, and multiple other concerns identified during the inspection.  The customer declined for any of the work to be done and wanted to pick up the vehicle to have the repairs made at another shop.  When the customer arrived to pay and pick up his vehicle, he was upset about the charges, even after we recieved his approval.  Out of good will, we only charged the customer for the diagnostic fee on the concern of the engine miss.  The cost of the inspection of the air conditioner was waived and not charged to the customer.  The customer paid $109.00 and picked up the vehicle.  We later received word from the customer that after the a/c compressor was replaced, but there had to more parts replaced to fix the problem.  We explained to the customer that the a/c compressor an obvious large leak in the freon related portion of the a/c system to allow the a/c dye to leak out.  That problem needed to be addressed, however we apologized for him having more than only that one problem.  If the customer would have allowed the work to be done at Philpott Ford, after making the repairs that were found visually, if the problem still remained, we would have continued to search for a second issue.  We explained that if we did the repairs, we would have offered to reinstall the original a/c compressor if the customer was not satisfied.  When we questioned the customer, Mr. [redacted] said that the other repair facility offered to put the original compressor back on and Mr. [redacted] declined.  We support the original advisement that was made on the vehicle leaking a/c dye/freon and needing the a/c compressor replaced.  Due to Philpott absorbing the cost of the a/c inspection, only charging the customer $109.00 for the engine diagnostic, the repairs being performed outside of our facility, the customer declining the orignal part being put back on by the other shop, and the customer notifying Philpott after the additional repairs were made, we respectfully decline the request for reimbursement of $1,167.00.