Pioneer Telephone Cooperative, Inc.

Thank you for your feedback My *** purchased a used Mazda in March of He expressed concerns within a couple of months due to the fact that the car had aftermarket performance parts Mr*** was offered a full refund if he wished, to which he refused, and decided to
keep the car After which, we have helped numerous times with paying for parts, towing charges, ectIn September 2015, we paid at Mr***s father's request, for towing to the dealership to diagnose a new issue It was determined that the motor was in need of replacement due to being ran heavily without oil Mr*** was offered financial assistance at dealer cost to which he also refused Mark Mitsubishi paid for towing both ways and the diagnoses, and gladly towed the Mazda back to where Mr*** indicated he wanted it Mr***s father agrees that we have done all we can to help We are certainly sorry for any inconvenience, however are not obligated to participate any further in repairs

We have made multiple attempts to meet with the customer as well as discussed options to have a backup camera installed The customer has yet to come in and take advantage of any offerings or engage in further discussionWe remain completely willing to review the figures and
contract with the customer and correct any discrepancies or errors

they offered me no proofMy original document says gap cannot be cancelled without my written consentThey never even reported it to the gap insuranceThey are forging documentsThe time they said I came in and signed I was at workThis is forgery and they are trying to weasel out of their contract

We sincerely apologize for the way you feel you were treated It is certainly not our intention to upset customers Interest rates are controlled by banks, not car dealershipsWe would be happy to submit/resubmit for a loan approval to see if we can get anything better than 14.9% if the
customer wishes to do so

The response from the business claims I bought the car in March of 2015, however the actualpurchase of the car was on April 4, On the day of closing I expressed my concerns with the car and the aftermarket warranty due to the fact that the parts were aftermarketJuan, the sales man, informed me that the car was stock and the warranty would not be voided On April 6th, when I returned my car due to a check engine light coming on I again expressed concerns about the amount of aftermarket parts within my vehicleOnce again I was reassured that the car was stock On April 8th after Mark Mitsubishi had the vehicle in their possession for days I received a call from Juan who informed me that he found a lower interest rate and to come in and resign the paperwork to put the new lower interest rate into effect I came in the afternoon of April 8th 2015 and signed the papers While I was talking to Juan I again had asked him several times about the aftermarket warranty and was trying to figure out how I'm getting a lower interest rate while making sure the rest of the deal stayed in place He assured me everything was the same except for the interest rate being lowered, being that this was my first time buying a car, I reviewed the paperwork and didn’t see any major changes to the previous deal so I went forth in signing the papers On May 4th my turbo blew, the dealership offered to take the Mazda back and in return give me back my Ford TorusIf I were to go through with this deal they would keep my down payment of $to repair the Mazda, I pursued to get a full refund however the dealership was unwilling to negotiate When I reached out to General Manager Josh S*** he offered me a check for $which would cover about 80% of the coast of a new turbo I agreed to the deal however the $would not cover the labor cost which I paid for out of pocket Mark Kia only towed my car on one occasion and that was when we made a deal to trade the Mazda speed in for a brand new Kia, but that deal never happened.In response Mark Mitsubishi comment about me running my car to heavily without oil. I am curious as to what being ran heavily without oil is classified as? And why the supposed numerous times my car was in the shop it was never checked for oil? And why a car I bought from that dealership that gave me a service agreement stating the dealership would take responsibility for oil changes for years and my car had already been in the shop more than once was out of oil in less than one full oil change cycle? I did refuse the financial assistance at the dealer expense only because I could not afford it at the time and due to me becoming a father in the near futureThe offer to trade my broken car in for a running brand new car was much more appealing and easier to achieve at the time being.Josh did pay to have my car towed back to my house however it was returned to me in worse shape than it was initially dropped off, it had no oil, no keys, grease prints all over the headliner, broken window post, and cigarette ashes inside. I will include pictures of our service agreement, and the damage done to my car

The issue has been resolved however it was being facilitated by Kia consumer affairs I requested their transcripts of resolution to forward to you guys but I haven't received it yetBottom line is we made all necessary repairs under the direction of Kia motors and a Kia motors representative
came out and verified everything with the customerThey should be happy and satisfied with the results. Joshua S*General ManagerMark Kia | Mark Mitsubishi Direct ###-###-####

Mr. [redacted] has already been taken care of by our General Sales Manager, Jack B[redacted].  We and the customer consider this issue closed and satisfied.

Thanks for reaching out to us.  The issue has been brought to the attention of the bank, Kia Motor Finance and is being resolved.  They asked us for his purchase documents, to which we happily provided.  The billing is an issue with Kia Motor Finance, not Mark Kia, though we are happy...

to help.  The $25 gift card was sent via email with the customer on the phone previously.  If it has not yet been received, we can reissue.

The car was sent to Cadillac who also determined there is nothing wrong with the car.  Since then, the customer has sold it back to us.Joshua S[redacted] General ManagerMark Kia | Mark Mitsubishi

The customer purchased a vehicle on 06/21/15 with an amount financed of $25,170.28  The bank approval came back the next day at only $22,000.  Without having the additional cash down, the customer choose to take advantage of a new contract removing optional insurance such as Gap to keep...

the total cost below $22,000.  The updated signed and executed contract reflects a new total price of $21,976.17.  We are certainly upset to hear of any of our customers in distress and would be happy to see if we can offer any assistance on special pricing for a replacement vehicle.

The bank approval from [redacted] clearly states a term of 72 months, not 60.  75 months is an option they give dealers to help achieve the payment budget a customer is trying to hold too.  The $300 down payment has been returned to the debit card ending in [redacted].

We submitted a response a couple of weeks ago.  Long story short, we identified the accounting error and cut the customer a check for the discrepancy.  She is very happy.

We have contacted Mr. [redacted] and he has authorized us to change his account to premium stand alone Internet and to disconnect his landline telephone service.

In response to the complaint, we of course do not use “Forgery” in our business.  To forge a document would be a very serious problem.  Simply, the customer could not get a loan approval for the amount requested, therefore the price and options were adjusted to meet the loan amount required.  The customer acknowledged this by signing a retail installment contract along with the co-buyer, reflecting the costs associated with the loan, as well as the lack of GAP insurance.  Please let me know how else I can help.

Thank you for your response. As stated before with the correction of April, Mr. [redacted] purchased a used Mazda in April of 2015. As stated before He expressed concerns due to the fact that the car had aftermarket performance parts, as traded by the previous owner.  Mr. [redacted] was offered a full refund if he wished, unwinding the transaction completely and returning his trade in to him, to which he refused, and decided to keep the car.  He claimed at the time, he liked this particular car, as we also offered to find another car if he didn’t want a refund.  After which, we have helped numerous times with paying for parts, towing charges, diagnosis, ect.In September 2015, we paid at Mr. [redacted]’s father's request, for towing to the dealership to diagnose a NEW issue.  The car was not running, and it was determined that the motor was in need of replacement due to being ran heavily and without oil. The technician believes that this was due to the car being driven very hard therefore, burning though oil. Without tearing down however, this is just a hypothesis.  Again, Mr. [redacted] was offered financial assistance at dealer cost to which he also refused.  Mark Mitsubishi paid for towing both ways and the diagnoses, and gladly towed the Mazda back to his residence, incurring a cost of over $300 to promote customer service.  Mr. [redacted] agreed at the time of his visit, that he should not be making such rash accusations toward a company that has always tried to help him, and agreed that what we have offered to help with was honest and more than fair. Mr. [redacted]’s father who was helping with communication also agreed completely.  It has come to a shock that we are revisiting resolutions to this issue for a 3rd time as we have already deemed it resolved with other institutions including the Arizona Attorney General. We are again certainly sorry for any inconvenience, however are not obligated to participate any further in repairs.

Our reply to the above complaint is attached. I have called and left this info on voicemail of Mr [redacted]; and, mailed him a copy of the attached letter.

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]

Complaint: [redacted]
I am rejecting this response because: I don't know when this response was sent but yesterday would have been...

July 11 and they did not talk to me July 11. Their representative called me at work a couple of weeks ago and asked if he could go to my house and check our equipment. I told him I had already given up because they are just going to tell me it's due to the speed I pay for. He said he wanted me to be happy about this. I told him the router was hard to access because of where pioneer originally put it & would take a few days to get things moved to get to it. I said I could call the office when or if we decide to pursue this. He said that would be fine to just call the office and let them know. Only a couple of days later he CAME TO MY JOB and asked if I had made a decision.....I had already told him I would call when I got things moved & he was already coming to my job to ask again....Just like my original complaint, they DON'T LISTEN. And that was not "yesterday" it was a few weeks ago. I did not say I didn't want to pursue it the day he called. The plan was to call the office so I could move things & BE THERE. But I guess they wanted to go there alone and blame it on our equipment or the speed again. Finished fighting with Pioneer. They are the only local internet here & that's how they can do what they do. They're not going to go into my home without someone there & they should stick to the plan. I would have let them check but they didn't want to wait for me to call them.
Sincerely,
[redacted]