Myself and my General Manager, [redacted] *, searched our system and we are unable to find [redacted] in our systemCould [redacted] provide copies of the mailings that he has been receiving? Mailings are sometimes generated through the manufacture, [redacted] , or through a 3rd party Without an example, we are unable to determine who is sending out the mailings, as we are unable to locate [redacted] in our system
Mr*** had his Volkswagen Jetta towed into our dealership, Napleton Autowerks/Missouri Incon 8/16/The initial complaint/concern was that the engine will not crank, when battery is connected the cluster will power up even if the key is out of the vehicleWe then diagnosed the
concern to find that the shaft going through the ignition lock cylinder housing was broken and not turning the ignition switchWe addressed the concern, found the reason and repaired what needed to be fixed based on Mr***'s initial concernThe initial concern had nothing to do with the alternator nor did the repairThe alternator was in no way influenced by the replacement of the ignition lock cylinder or the electrical switch After the initial repair, Mr*** called with concern regarding the alternatorSince this is a separate concern/repair further diagnostic must be performed to make sure proper protocols are followedEach repair has their own protocols to follow and diagnostics must be performed in order to effectively address and repair each concernSince the concerns were not relevant or overlapping further diagnostics must be initiated The cost of each diagnostics start at $and depends on the concernUsually, we do a full walk around inspection when a vehicle is brought in to verify everything is working properlyHowever, there wasn't a way to verify that the high-beams (brights) were operable at the time that the car was brought in as it was brought in by a tow truck because the vehicle wouldn't turn over and startAlso, the mulit-function switch which controls the lights and turn signal functions, including high-beams, is not removed and/or touched for the repairs that were completed per Mr***'s initial request and concern
Initial Business Response /* (1000, 9, 2016/12/14) */
We had Mr*** car here for several days awaiting his decision to repair or pick it upIt is my understanding that he picked it up after business hours with a second key without paying for the diagnosesAfter communications about
his responsibility, he did return at a later date to get the other key and paid for the diagnoses
This complaint is one of desperation and is not validThe customer states that basically I said his car would be covered if anything went wrong with it, unless it is a maintenance itemI feel the customer only hears what he wanted to hearI never stated that the service contract will cover all componentsThis is why when Mr*** chose to purchase a service contract I gave him a copy of his signed contract along with a copy of the brochure, the paper work I gave to him with his signature will state the covered componentsI do this % of the time with 100% of customersHe also stated that after months the ETC went out of it and that I said that it was coveredWhen Mrs*** contacted me I referred her to the service departmentI cannot determine a diagnosis, so I always refer a customer to the service department 100% of the timeHe also states that I will not return calls, however I spoke to both husband and wife several timesHe also stated that I didn't return an email, but I did send a very nice response email to them, explaining that I have ask my rep of the service contract to consider an exception, along with his response of many items were covered but his item is a non-covered componentIf he wishes to cancel the service contract that he could do so at any timeI'm sorry his car had a mechanical issue and I'm sorry this issue was a non- covered component but in no way am I responsible for the ownership of his car
I have been here for over years and have 100s of very satisfied customers, I have never been attacked publicly the way that Mrand Mrs*** have attacked me personally, going to my Personal *** lashing out in front of all my friends and family to see, stating that I was a liar and a cheat and hope that my business goes underI am embarrassed for them and as a professional I refused to respond to that behavior
Therefore any repairs needed to the ownership of their car will be on them unless covered by their service contract
Initial Business Response /* (1000, 5, 2015/06/18) */
To whom it may concern: *** *** and *** *** bought a Kia Optima with miles on itThe car had some cosmetic issues that we agreed to fix and put in writing and they signed a We Owe form that states verbatim, "Fix
front bumper and touch up other small areas nothing else due"This is exactly what Springfield Imports did:
set up an appointment with are paint and body shop had the front bumper repaired and the other spots touched up
The bill was *** and was done at a very repeatable local shopI am willing to have them relook at this work but it will still be just touched up what we agree to*** *** Used Car Sales Manager
Myself and my General Manager,[redacted], searched our system and we are unable to find [redacted] in our system. Could [redacted] provide copies of the mailings that he has been receiving? Mailings are sometimes generated through the manufacture, [redacted], or through a 3rd party....
Without an example, we are unable to determine who is sending out the mailings, as we are unable to locate [redacted] in our system.
Complaint: [redacted]
I am rejecting this response because: they will mess my car up because I filled a complaint with the B.B.B. I Want them to pay for my car being fix by a reputable shop in Springfield...! Not doing business with them anymore...! My light's should of showed up on the first diagnostic chech the first time , not paying for a second time...! Out of the question...!
Sincerely,
[redacted]
Myself and my General Manager, [redacted] *, searched our system and we are unable to find [redacted] in our systemCould [redacted] provide copies of the mailings that he has been receiving? Mailings are sometimes generated through the manufacture, [redacted] , or through a 3rd party Without an example, we are unable to determine who is sending out the mailings, as we are unable to locate [redacted] in our system
Mr*** had his Volkswagen Jetta towed into our dealership, Napleton Autowerks/Missouri Incon 8/16/The initial complaint/concern was that the engine will not crank, when battery is connected the cluster will power up even if the key is out of the vehicleWe then diagnosed the
concern to find that the shaft going through the ignition lock cylinder housing was broken and not turning the ignition switchWe addressed the concern, found the reason and repaired what needed to be fixed based on Mr***'s initial concernThe initial concern had nothing to do with the alternator nor did the repairThe alternator was in no way influenced by the replacement of the ignition lock cylinder or the electrical switch After the initial repair, Mr*** called with concern regarding the alternatorSince this is a separate concern/repair further diagnostic must be performed to make sure proper protocols are followedEach repair has their own protocols to follow and diagnostics must be performed in order to effectively address and repair each concernSince the concerns were not relevant or overlapping further diagnostics must be initiated The cost of each diagnostics start at $and depends on the concernUsually, we do a full walk around inspection when a vehicle is brought in to verify everything is working properlyHowever, there wasn't a way to verify that the high-beams (brights) were operable at the time that the car was brought in as it was brought in by a tow truck because the vehicle wouldn't turn over and startAlso, the mulit-function switch which controls the lights and turn signal functions, including high-beams, is not removed and/or touched for the repairs that were completed per Mr***'s initial request and concern
Initial Business Response /* (1000, 9, 2016/12/14) */
We had Mr*** car here for several days awaiting his decision to repair or pick it upIt is my understanding that he picked it up after business hours with a second key without paying for the diagnosesAfter communications about
his responsibility, he did return at a later date to get the other key and paid for the diagnoses
This complaint is one of desperation and is not validThe customer states that basically I said his car would be covered if anything went wrong with it, unless it is a maintenance itemI feel the customer only hears what he wanted to hearI never stated that the service contract will cover all componentsThis is why when Mr*** chose to purchase a service contract I gave him a copy of his signed contract along with a copy of the brochure, the paper work I gave to him with his signature will state the covered componentsI do this % of the time with 100% of customersHe also stated that after months the ETC went out of it and that I said that it was coveredWhen Mrs*** contacted me I referred her to the service departmentI cannot determine a diagnosis, so I always refer a customer to the service department 100% of the timeHe also states that I will not return calls, however I spoke to both husband and wife several timesHe also stated that I didn't return an email, but I did send a very nice response email to them, explaining that I have ask my rep of the service contract to consider an exception, along with his response of many items were covered but his item is a non-covered componentIf he wishes to cancel the service contract that he could do so at any timeI'm sorry his car had a mechanical issue and I'm sorry this issue was a non- covered component but in no way am I responsible for the ownership of his car
I have been here for over years and have 100s of very satisfied customers, I have never been attacked publicly the way that Mrand Mrs*** have attacked me personally, going to my Personal *** lashing out in front of all my friends and family to see, stating that I was a liar and a cheat and hope that my business goes underI am embarrassed for them and as a professional I refused to respond to that behavior
Therefore any repairs needed to the ownership of their car will be on them unless covered by their service contract
Initial Business Response /* (1000, 5, 2015/06/18) */
To whom it may concern: *** *** and *** *** bought a Kia Optima with miles on itThe car had some cosmetic issues that we agreed to fix and put in writing and they signed a We Owe form that states verbatim, "Fix
front bumper and touch up other small areas nothing else due"This is exactly what Springfield Imports did:
set up an appointment with are paint and body shop had the front bumper repaired and the other spots touched up
The bill was *** and was done at a very repeatable local shopI am willing to have them relook at this work but it will still be just touched up what we agree to*** *** Used Car Sales Manager
Myself and my General Manager,[redacted], searched our system and we are unable to find [redacted] in our system. Could [redacted] provide copies of the mailings that he has been receiving? Mailings are sometimes generated through the manufacture, [redacted], or through a 3rd party....
Without an example, we are unable to determine who is sending out the mailings, as we are unable to locate [redacted] in our system.
Complaint: [redacted]
I am rejecting this response because: they will mess my car up because I filled a complaint with the B.B.B. I Want them to pay for my car being fix by a reputable shop in Springfield...! Not doing business with them anymore...! My light's should of showed up on the first diagnostic chech the first time , not paying for a second time...! Out of the question...!
Sincerely,
[redacted]