Advisco Ltd.

Initial Business Response /* (1000, 5, 2016/06/27)...

*/
[redacted]
[redacted]
[redacted]
Thank-you for bringing this to our attention about [redacted]. My name is [redacted] and I am the business manager at S&S Auto Sales. We have been in business for over fifteen years and strived to do our best to have excellent customer service. All of our vehicles are inspected with great diligence and we take pride in putting a very good re-conditioned vehicle on our lot. Obviously in the pre-owned car industry it is difficult to see the future of how a vehicle will perform. Our base warranty on inspected vehicles is 30 days or 2000 km. The customer has the option of buying extended warranty from [redacted].
On April 18, 2016 [redacted] bought a [redacted]., for $[redacted], with [redacted] ([redacted]) [redacted] as a co-signor. They bought a [redacted] extended Limited Superior Warranty. There is no approved [redacted] garage where she lives so the closest one is here in [redacted] about two and a half hours away. We have been dealing with [redacted] on the issues at hand, she is the primary driver of the [redacted]. When I contacted [redacted] after the initial complaint texted by [redacted], he told me to deal with her since she is the one driving the [redacted]. The following is a timeline of the correspondence.
Complaint: April 19, 2016: Texted at 8:15 AM, sputtering when going up hills.
Answer: April 19,2016: Texted at 8:18 AM, Let us know if it gets worse.
Complaint: May 5, 2016: Texted at 2:49 PM, the tire pressure monitor is on and the sputtering is still happening when going up hills.
Answer: May 5, 2016: Texted at 4:35, make an appointment with [redacted] about the tire pressure monitor and with [redacted] about the sputtering, and supplied the phone numbers for each garage and informed her we will take care of the bills.
Resolved: May 9. Replaced spark plugs. No charge to customer.
NOTE: The following issues are beyond our 30 day/2000 km warranty.
Complaint: June 5, 2016: Texted at 7:50 PM about rear tires wearing out. One month later not two weeks later as stated. It was suggested by the customer that an alignment was not done when rear links were replaced when the [redacted] was first inspected.
Answer: June 6, 2016: Texted at 2:45 PM. We did have an alignment done at [redacted] after the rear links were replaced when the [redacted] was inspected.
Complaint: June 6, 2016: Texted at 4:17 PM saying the change oil light came on.
Answer: June 6, 2016: By phone, let the customer know the oil was checked and was clean when inspected three months ago. Customer brought it to another garage, and the garage said the rear links, which we replaced was causing the problem. That same day I contacted [redacted] and they looked at the issue. The right links were put on the vehicle at inspection but they were not adjustable so they replaced them with adjustable ones so that the alignment would be more accurate. We supplied the customer with a loaner and fuel until the links came in.
Resolved: June 9, 2016. [redacted] replaced rear links and another alignment done at [redacted]. No cost to the customer. Also, customer had two tires replaced on the back and we refunded the money for the two tires.
Complaint: June 16, 2016: Texted at 5:33 PM engine light on.
Answer: June 16, 2016: Texted at 5:36 PM to contact [redacted] Warranty to open a claim.
The customer had a local garage to diagnose the problem but they did not have the proper equipment to do so. So the customer brought it back to [redacted]. They diagnosed that it needed a cam sensor, this part is not covered by the level of [redacted] warranty that the customer has.
The consumers desired resolution is to fix the [redacted] or give them something else of the same value. As you can see we did our best to resolve any issues the customer has had and as promptly as possible. The customer suggested trading in the [redacted] and we told her that she could but she was not satisfied with: the payment on a newer , more expensive vehicle, or the trade value.
Once again thank-you for bringing this complaint to our attention. Please, contact me if you have any more questions or concerns.
Regards,
[redacted]