A G Edwards & Sons

I have read the complaint,filed by [redacted] and unfortunately it is full of fallacies and inaccuracies It is true that [redacted] did recently have a mechanical failure and when the repair shop went to file the claim with the warranty company, the warranty company did not have a record of the warranty being filed However, the reason the warranty was never filed with the warranty company is that [redacted] failed to pay us in full When we sold him the vehicle, the tires that were on the vehicle passed inspection and were in good physical condition They complained that the steering had a pull to it, so after checking it out and re-aligning it, we informed them that this was radial tire pull and it was just the way the tires had warn which was causing this pull We rotated the tires to help minimize the pull but [redacted] 's father said he felt it needed new tires He and I discussed the matter and I agreed that we would split the cost of new tires with them This was clearly stated and understood and we shook hands on the deal [redacted] 's father even went as far as getting a price from his repair shop and told me I could just pay him the 50% and he would have them done However, our supplier was able to get them cheaper which was going to save both of us money, so we agreed that we would perform the work and the [redacted] 's would just pay us the 50% When [redacted] came to pickup the car, I asked him how he was paying and he said his Dad would be by later to pay the bill After his father failed to show up for two days, I called him and he proceeded to tell me that he changed his mind and felt that we should have just paid for the whole cost I reminded him that this was not the deal we made and that we even went as far as shaking hands on it, so I asked him if he was turning his back on our gentlemens agreement; he paused and replied "yes, I will not be paying anything" I told him that we would not close out this vehicle sale until it was paid and he again replied that he was not paying a dime In December, we sent [redacted] a follow up letter telling him it was over months past due and reminding him that we would not close out this file until it was paid in full This letter was unanswered and no monies were paid Sometime in late June, we received a call from the warranty company saying that [redacted] 's vehicle was at a repair shop and the repair facility filed a warranty claim for the needed repairs, but there was no record on file of that warranty existing He asked if we could pull our file and check our records to see if they purchased a warranty We pulled out the paperwork and saw the history as to what happened, so we informed the agent that the customer never finished paying us, so we never filed the warranty due to lack of payment He understood and asked if we wanted him to let the customer know this, which we granted permission Within a few hours, we received a call from *** [redacted] whom was very upset demanding answers as to why the warranty wasn't filed We explained to her the whole situation and informed her that the bill was never paid, so the warranty was never filed We told her if they wanted to pay their bill, we would immediately submit the warranty and pay for it, so this way everyone would be hole She said she had to talk to her husband and would call back The next day, [redacted] and his father showed up at our location ***, one of the founders of the company, went out and had a long conversation with them [redacted] 's father went on telling her that they should have never had to pay for the tires in the first place because they were bad, which is why he refused to pay the bill I stepped into their meeting and I reminded him that the tires did in fact pass inspection and that they purchased the used vehicle in their existing condition I also reminded him that he and I made a deal and he was the one that backed out of it He agreed that he did agree to the deal, but decided after they picked the truck up that they shouldn't have to pay for it [redacted] asked that they pay for their remaining portion and she will submit and pay for the warranty immediately; he refused Later that day, we received a phone call from a police officer who stated that he was called by the [redacted] s on this matter After explaining the situation to him, he spoke to the [redacted] 's and later called us back The officer explained that he understand what happened, however the customer has an invoice showing they paid for something that we didn't provide He said he understands that they didn't pay us for something, but it is up to us to take legal action to collect on that bill and we do not have the right to withhold the product or services that they already paid for Reluctantly, we called the warranty company, faxed them the warranty paperwork and immediately mailed out a check From what I understand, [redacted] got the work done to his vehicle and the warranty paid all warrantable costs Therefore they got what they wanted, yet we still sit here with a bill that is unpaid With regards to the final two requests from [redacted] , their attorney is a relative of the family and we are unsure why he even got involved About a week after this was resolved, we received a legal notice from their attorney (again a family member) putting us on notice that we owe them this warranty We simply replied that the matter had already been resolved and the warranty was submitted and paid for, yet we still have a balance due from the [redacted] s; we never heard a word back On the final item, I am not exactly sure I understand his logic of asking for the warranty to start now, versus when he purchased the car? He was sold a month warranty that started from the time he purchased the car, just because he never had to use the warranty for a year after he purchased it, doesn't change how long the warranty should be in effect The bottom line is that this customer failed to pay us in full which is why they caused their own delay in the warranty being processed In the end, they got what they wanted, their full warranty filed and paid for and we were left with an invoice that is over a year old, and still remains unpaid Attached is a copy of the invoice from the original work done as well as a copy of the letter we send them in December letting them know that we weren't closing their file until they paid this invoice in full If there is anything else I can do for you, or if you need additional information please let me know Regards, [redacted] EFS Auto Business Manager Fleet Service Manager Pixley Industrial Pkwy Rochester, NY www.EFSAuto.com www.EFSAutosales.com ###-###-####

Dear [redacted] ***,Thank you for your email of [redacted] May 2015.We regret to learn of your disappointment with our Reservations Call Center was not as pleasant as you had hoped.This is an interim reply to assure you that we are looking into your concernsWe have initiated an investigation on the issues you have raised and are currently awaiting updates from our Reservations Call Center as well as our Sales Office.We seek your kind understanding that our investigation may take some time but we will contact you with our findings as soon as it is completed.We appreciate your patience.Yours sincerely, [redacted]