[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complain[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Unfortunately, due to ineffective internal communication on our part, we did deliver poor service to the [redacted] We have been in contact with [redacted] apologized, and are working to find him a suitable substitute vehicle.[redacted] visited near closing on [redacted] and were...
considering purchasing a particular unique vehicle. [redacted] were uncertain about purchasing that evening. [redacted] said that they would call the next day to let us know if they would like to proceed with the purchase. [redacted] our General Sales Manager, stated that the discussed price would be honored. [redacted] his salesman the next day to say that he indeed would like to purchase the vehicle. [redacted] was out of the office and forwarded the message on to the sales manager. The sales manager on duty did not get the message and did not mark the vehicle as held. Because we price our vehicles with a discount from average market price up front, to clearly communicate the value to our customers, our used vehicles sell quickly, with an average of 18 days. On [redacted] another customer, seeing the value, came in to purchase the vehicle the [redacted] were interested in just before the [redacted] returned.We understand why the [redacted] would be upset. They missed the opportunity to purchase a unique vehicle at a fantastic price. We dropped the ball. We strive to be as transparent as possible and provide our customers not only great vehicles, but the trust and confidence in us.
[redacted] on the phone and communicated the same message. We are looking for a suitable substitute vehicle at a similar price point for the [redacted]
Customer claims door dent was created by our detail staff and was not disclosed to her. We have documented evidence that this is not the case.The vehicle was acquired with the flaw documented in a condition report on 3 JUL 17. The vehicle went through cosmetic reconditioning on 7 JUL 17...
to include dual action buffer polish,eliminating any concealment by dirt. Flaw was visible to the customer on the day of sale.Despite this, we have coordinated with the customer and a repair facility to have corrective work completed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The oil in the car was 5w20 which is what it says on the engine to use. It is royal purple synthetic the best oil made.
The reason I came into Heritage Ford in the first place, I was change from the guy down the street to the ford dealer 1 mile from the house. This truck has 23,000 miles on it and I will never need another car the rest of my like (unless I get so much good service that I can not afford to own it). Less say I did need this service, they could have spread this out over the next couple of years when I came in for a oil change. Only two things needed to be addressed this visit. The oil pressure gauge and the water pump. If they would have fix them and told me about the other stuff, they would have looked good.
When I walked in the door they did not see a person, they saw a bag of money walk through the door. And they did not care what the big bag of money had to say. [redacted]. I am not a person that complains but this is so far beyond anything you can imag
We have been in contact with Mr. [redacted] and addressed his concerns.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complain[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Unfortunately, due to ineffective internal communication on our part, we did deliver poor service to the [redacted] We have been in contact with [redacted] apologized, and are working to find him a suitable substitute vehicle.[redacted] visited near closing on [redacted] and were...
considering purchasing a particular unique vehicle. [redacted] were uncertain about purchasing that evening. [redacted] said that they would call the next day to let us know if they would like to proceed with the purchase. [redacted] our General Sales Manager, stated that the discussed price would be honored. [redacted] his salesman the next day to say that he indeed would like to purchase the vehicle. [redacted] was out of the office and forwarded the message on to the sales manager. The sales manager on duty did not get the message and did not mark the vehicle as held. Because we price our vehicles with a discount from average market price up front, to clearly communicate the value to our customers, our used vehicles sell quickly, with an average of 18 days. On [redacted] another customer, seeing the value, came in to purchase the vehicle the [redacted] were interested in just before the [redacted] returned.We understand why the [redacted] would be upset. They missed the opportunity to purchase a unique vehicle at a fantastic price. We dropped the ball. We strive to be as transparent as possible and provide our customers not only great vehicles, but the trust and confidence in us.
[redacted] on the phone and communicated the same message. We are looking for a suitable substitute vehicle at a similar price point for the [redacted]
Customer claims door dent was created by our detail staff and was not disclosed to her. We have documented evidence that this is not the case.The vehicle was acquired with the flaw documented in a condition report on 3 JUL 17. The vehicle went through cosmetic reconditioning on 7 JUL 17...
to include dual action buffer polish,eliminating any concealment by dirt. Flaw was visible to the customer on the day of sale.Despite this, we have coordinated with the customer and a repair facility to have corrective work completed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The oil in the car was 5w20 which is what it says on the engine to use. It is royal purple synthetic the best oil made.
The reason I came into Heritage Ford in the first place, I was change from the guy down the street to the ford dealer 1 mile from the house. This truck has 23,000 miles on it and I will never need another car the rest of my like (unless I get so much good service that I can not afford to own it). Less say I did need this service, they could have spread this out over the next couple of years when I came in for a oil change. Only two things needed to be addressed this visit. The oil pressure gauge and the water pump. If they would have fix them and told me about the other stuff, they would have looked good.
When I walked in the door they did not see a person, they saw a bag of money walk through the door. And they did not care what the big bag of money had to say. [redacted]. I am not a person that complains but this is so far beyond anything you can imag