I will deem that Aloha [redacted] has responded to my complaint when they submit specific documentation supporting their statementsAs a licensed auto repair facility they are legally required to documentIf they do not provide supporting documentation I take that as not responding to my complaint and not acting in good faith [redacted] Corporate was consulted several times in diagnosing my car [redacted] Corporate likely documented the discussions, the dates, and what was done on my car [redacted] Corporate said I would need the dealer to request these notes and I cannot request them directlyRuss W [redacted] said he does not have notesI already know that and that is part of my complaint - that they did not document what was done on my carI specifically want Aloha [redacted] to request the notes from [redacted] Corporate Help Desk and provide me with thoseRuss W***’s failure to do this tells me he really does not want to know and is not acting in good faithRuss W [redacted] states I picked up my car in November and returned it in the spring and it was not in their possessionI want to know how he came up with those dates and therefore want the documentation that supports his statementsJeff D [redacted] is the current service manager at Aloha [redacted] in MauiHe has direct knowledge of a part from another car, a Master Airflow Sensorbeing put on my car, that my car was on their lot continuously for months, that the California Help Desk of [redacted] Automotive was consulted repeatedly about my carAs Russ W [redacted] has no direct knowledge, I would like a statement directly from Jeff D [redacted] as to these occurrences.If this is not possible than I want Aloha Auto Group to specifically state that Jeff D [redacted] was consulted and he denies 1) a part from another car was put in my vehicle 2) My car was not on their lot from November to March 3) He has no knowledge of the California Help Desk being consulted about my car Part of the documentation auto repair shops are supposed to maintain is documentation of authorizationI want the details of the authorization they allege they received to replace each of the billed parts on my car.Date, time, and person who requested authorization for:Wire harnessbatteryspark plugscoilsfuel pumpI also want the dates each of these items were installed.I want to be clear that I want documentation from Aloha Auto Group on each of the items addressed herein in order to respond appropriately to my complaintProviding another copy of the bill is useless and does not address my complaintThank you [redacted]
We appreciate the opportunity to respond to the complaint received from [redacted] I am concerned that our staff did not escalate this situation to senior management when the issue was first discovered We definitely stand behind the vehicles we sell and would like to work with this consumer to reach a settlementWe acquired the vehicle on trade from another consumer, pulled a [redacted] which was clean, ran the vehicle through our shop and determined that we were confident that we could put the vehicle on our front line to sell We disagree that we knowingly sold the consumer a lemon and dispute that the history on the car was easy to obtain since we do not have access to other dealer repair records Additionally, the consumer indicates that they thought the problem was minor and two attempts to repair the vehicle were made by other shopsOur reputation for selling quality products is important to us and we would like the opportunity to further discuss the situation with the consumer I have asked our Director of Operations, Alan U***, to reach out to the consumer tomorrow in an attempt to resolve this situationPlease provide the consumer my contact information ###-###-#### or by email at [redacted] Tell us why here
Sorry for the delay in my response I have been traveling and away from the office and just returned on 10/ It is always our desire to provide a sales experience that exceeds our customer’s expectations I appreciate the fact that our Sales Manager clearly explained how the $98/ month lease worked and that other options were provided Based on my research, there was confusion regarding the price quote that you received According to our Sales Manager, he clearly explained the Soul Lease advertisement that was on a standard shift base model Soul He further provided additional pricing based on that vehicle with less money down We are still prepared to honor that pricing on the advertised Soul According to the staff at our Waipahu dealership you decided that you did not want the base model standard shift vehicle that was advertised and preferred an automatic with additional options The Sales Manager has indicated that he should have made it clearer that the numbers he was presenting was in response to your question on the advertised special The vehicle that you chose had a price that was greater than the price of the advertised special but you were still being offered a substantial discount from our Retail Selling Price We would like to earn your business and feel that if given the opportunity to show you the difference between the two vehicles we can show you the value of the upgrades Please contact me directly if you would like to discuss the matter further
We appreciate the opportunity to respond to the complaint received from Beth H [redacted] *** We agree with the following statements in her complaint · The Consumer purchased a Used Saturn Aura with 87, miles · Shortly after the purchase of the vehicle, the consumer brought the vehicle back complaining about various items We dispute the following statements presented in the complaint: · The actual contract date of the purchase is 10/30/in her complaint she lists the date as 11/10/ · The actual purchase price of the vehicle was $10,per the contract executed by all parties In her complaint she lists the purchase price as $21, · We did not terminate any employee as a result of this transaction as she indicates in her complaint We also dispute the consumer’s inference that we advised her that this was the only vehicle she qualified for We submitted the loan application to several lenders and we received qualifications that needed to be met in order to obtain approval We did advised the consumer that based on the loan approval, she could qualify for this vehicle if she were able to provide additional down payment The consumer agreed to purchase this vehicle and she executed documentation indicating her understanding that based on the year and mileage of the vehicle she was purchasing, the sale was being made AS IS with No Warranty A copy of the executed Buyers Guide is attached in the exhibits We agreed to sell the consumer this vehicle and she agreed to make an additional $in down payment On 11/8/she paid $of that promissory note and on 11/she paid an additional $of that promissory note and currently has a balance due of $ Shortly after her purchase she complained of various items relating to this vehicle I have attached as an exhibit the repair orders on this vehicle since the time of her purchase She claimed at one point that she was withholding the remainder of her down payment until the concerns with the car were addressed We advised her that she purchased the vehicle AS IS – NO Warranty but because we valued our customer relationship, we would address the issue that she brought to our attention shortly after purchase As you can see from the repair orders, all of the work performed was charged internally and the consumer did not pay for any of those repairs Additionally as further good will we provided the consumer a loaner vehicle during those repairs The dealership incurred $in repairs in order to satisfy the concerns expressed by the consumer On repair order dated 27May15, we replaced the right front wheel bearing and retested the vehicle and verified that the sound she was complaining about had been resolved The vehicle has not been brought in for service since that date Subsequent to completing the goodwill repairs, we attempted to collect the remainder of the contractual down payment that was owed The consumer continued to refuse payment so we sent the obligation to collections We are owed the amount due from the sale of the vehicle Even though the vehicle was sold AS IS- No Warranty, we offered goodwill and resolved the issues that were brought to our attention From 30Oct through the last visit on 27Maya period of months the car was driven 13,miles or an average of over 1,miles per month which is above average usage for a Hawaii vehicle indicating that the vehicle is operating as it was designed We have gone above and beyond in fulfilling the obligations of the purchase agreement and expect the consumer to fulfill their remaining obligation and pay the balance of their down payment Sincerely, Russell W***
(The consumer indicated he/she ACCEPTED the response from the business.) I have received the $gas card from Kia as requestedThank you for your assistance in this matterPlease close my file [redacted] 8/21/
We are very concerned when consumers experience life changing events Our customer leased a vehicle from [redacted] on 2/17/ The term of the lease was months and was assigned to [redacted] which is a financial lender that is not directly related or controlled by our dealership Based on the customer's personal situation, that lease ended prior to the contractual obligation I have forwarded this complaint to the [redacted] Company and am awaiting a response from them Based on Financial disclosure requirements, I am not sure what [redacted] will be able to share with me but if a settlement was reached between this consumer and the [redacted] company, I think that the credit bureau should reflect whatever agreement was made between the two parties.We value this consumers long term loyalty to our company and will assist in anyway we can to put the two parties in touch with each other in order to reach a mutually agreeable resolution
The consumer contacted me yesterday regarding their issue relating to their vehicle purchase experience I apologized to the consumer and indicated that we should have done a better job with the transfer of the vehicle from Oahu to Hilo We also did not meet the standards we have set regarding the transfer of title into the consumer's name Our staff in Hilo was able to get the title converted yesterday and complete the safety inspection this morning.Thank you for bringing this issue to our attention While I never like to hear of a dissatisfied consumer, this situation has provided us an opportunity to look at our processes and identify required improvements.Mahalo,Russ W***
I will deem that Aloha [redacted] has responded to my complaint when they submit specific documentation supporting their statementsAs a licensed auto repair facility they are legally required to documentIf they do not provide supporting documentation I take that as not responding to my complaint and not acting in good faith [redacted] Corporate was consulted several times in diagnosing my car [redacted] Corporate likely documented the discussions, the dates, and what was done on my car [redacted] Corporate said I would need the dealer to request these notes and I cannot request them directlyRuss W [redacted] said he does not have notesI already know that and that is part of my complaint - that they did not document what was done on my carI specifically want Aloha [redacted] to request the notes from [redacted] Corporate Help Desk and provide me with thoseRuss W***’s failure to do this tells me he really does not want to know and is not acting in good faithRuss W [redacted] states I picked up my car in November and returned it in the spring and it was not in their possessionI want to know how he came up with those dates and therefore want the documentation that supports his statementsJeff D [redacted] is the current service manager at Aloha [redacted] in MauiHe has direct knowledge of a part from another car, a Master Airflow Sensorbeing put on my car, that my car was on their lot continuously for months, that the California Help Desk of [redacted] Automotive was consulted repeatedly about my carAs Russ W [redacted] has no direct knowledge, I would like a statement directly from Jeff D [redacted] as to these occurrences.If this is not possible than I want Aloha Auto Group to specifically state that Jeff D [redacted] was consulted and he denies 1) a part from another car was put in my vehicle 2) My car was not on their lot from November to March 3) He has no knowledge of the California Help Desk being consulted about my car Part of the documentation auto repair shops are supposed to maintain is documentation of authorizationI want the details of the authorization they allege they received to replace each of the billed parts on my car.Date, time, and person who requested authorization for:Wire harnessbatteryspark plugscoilsfuel pumpI also want the dates each of these items were installed.I want to be clear that I want documentation from Aloha Auto Group on each of the items addressed herein in order to respond appropriately to my complaintProviding another copy of the bill is useless and does not address my complaintThank you [redacted]
We appreciate the opportunity to respond to the complaint received from [redacted] I am concerned that our staff did not escalate this situation to senior management when the issue was first discovered We definitely stand behind the vehicles we sell and would like to work with this consumer to reach a settlementWe acquired the vehicle on trade from another consumer, pulled a [redacted] which was clean, ran the vehicle through our shop and determined that we were confident that we could put the vehicle on our front line to sell We disagree that we knowingly sold the consumer a lemon and dispute that the history on the car was easy to obtain since we do not have access to other dealer repair records Additionally, the consumer indicates that they thought the problem was minor and two attempts to repair the vehicle were made by other shopsOur reputation for selling quality products is important to us and we would like the opportunity to further discuss the situation with the consumer I have asked our Director of Operations, Alan U***, to reach out to the consumer tomorrow in an attempt to resolve this situationPlease provide the consumer my contact information ###-###-#### or by email at [redacted] Tell us why here
Sorry for the delay in my response I have been traveling and away from the office and just returned on 10/ It is always our desire to provide a sales experience that exceeds our customer’s expectations I appreciate the fact that our Sales Manager clearly explained how the $98/ month lease worked and that other options were provided Based on my research, there was confusion regarding the price quote that you received According to our Sales Manager, he clearly explained the Soul Lease advertisement that was on a standard shift base model Soul He further provided additional pricing based on that vehicle with less money down We are still prepared to honor that pricing on the advertised Soul According to the staff at our Waipahu dealership you decided that you did not want the base model standard shift vehicle that was advertised and preferred an automatic with additional options The Sales Manager has indicated that he should have made it clearer that the numbers he was presenting was in response to your question on the advertised special The vehicle that you chose had a price that was greater than the price of the advertised special but you were still being offered a substantial discount from our Retail Selling Price We would like to earn your business and feel that if given the opportunity to show you the difference between the two vehicles we can show you the value of the upgrades Please contact me directly if you would like to discuss the matter further
We appreciate the opportunity to respond to the complaint received from Beth H [redacted] *** We agree with the following statements in her complaint · The Consumer purchased a Used Saturn Aura with 87, miles · Shortly after the purchase of the vehicle, the consumer brought the vehicle back complaining about various items We dispute the following statements presented in the complaint: · The actual contract date of the purchase is 10/30/in her complaint she lists the date as 11/10/ · The actual purchase price of the vehicle was $10,per the contract executed by all parties In her complaint she lists the purchase price as $21, · We did not terminate any employee as a result of this transaction as she indicates in her complaint We also dispute the consumer’s inference that we advised her that this was the only vehicle she qualified for We submitted the loan application to several lenders and we received qualifications that needed to be met in order to obtain approval We did advised the consumer that based on the loan approval, she could qualify for this vehicle if she were able to provide additional down payment The consumer agreed to purchase this vehicle and she executed documentation indicating her understanding that based on the year and mileage of the vehicle she was purchasing, the sale was being made AS IS with No Warranty A copy of the executed Buyers Guide is attached in the exhibits We agreed to sell the consumer this vehicle and she agreed to make an additional $in down payment On 11/8/she paid $of that promissory note and on 11/she paid an additional $of that promissory note and currently has a balance due of $ Shortly after her purchase she complained of various items relating to this vehicle I have attached as an exhibit the repair orders on this vehicle since the time of her purchase She claimed at one point that she was withholding the remainder of her down payment until the concerns with the car were addressed We advised her that she purchased the vehicle AS IS – NO Warranty but because we valued our customer relationship, we would address the issue that she brought to our attention shortly after purchase As you can see from the repair orders, all of the work performed was charged internally and the consumer did not pay for any of those repairs Additionally as further good will we provided the consumer a loaner vehicle during those repairs The dealership incurred $in repairs in order to satisfy the concerns expressed by the consumer On repair order dated 27May15, we replaced the right front wheel bearing and retested the vehicle and verified that the sound she was complaining about had been resolved The vehicle has not been brought in for service since that date Subsequent to completing the goodwill repairs, we attempted to collect the remainder of the contractual down payment that was owed The consumer continued to refuse payment so we sent the obligation to collections We are owed the amount due from the sale of the vehicle Even though the vehicle was sold AS IS- No Warranty, we offered goodwill and resolved the issues that were brought to our attention From 30Oct through the last visit on 27Maya period of months the car was driven 13,miles or an average of over 1,miles per month which is above average usage for a Hawaii vehicle indicating that the vehicle is operating as it was designed We have gone above and beyond in fulfilling the obligations of the purchase agreement and expect the consumer to fulfill their remaining obligation and pay the balance of their down payment Sincerely, Russell W***
(The consumer indicated he/she ACCEPTED the response from the business.) I have received the $gas card from Kia as requestedThank you for your assistance in this matterPlease close my file [redacted] 8/21/
We are very concerned when consumers experience life changing events Our customer leased a vehicle from [redacted] on 2/17/ The term of the lease was months and was assigned to [redacted] which is a financial lender that is not directly related or controlled by our dealership Based on the customer's personal situation, that lease ended prior to the contractual obligation I have forwarded this complaint to the [redacted] Company and am awaiting a response from them Based on Financial disclosure requirements, I am not sure what [redacted] will be able to share with me but if a settlement was reached between this consumer and the [redacted] company, I think that the credit bureau should reflect whatever agreement was made between the two parties.We value this consumers long term loyalty to our company and will assist in anyway we can to put the two parties in touch with each other in order to reach a mutually agreeable resolution
The consumer contacted me yesterday regarding their issue relating to their vehicle purchase experience I apologized to the consumer and indicated that we should have done a better job with the transfer of the vehicle from Oahu to Hilo We also did not meet the standards we have set regarding the transfer of title into the consumer's name Our staff in Hilo was able to get the title converted yesterday and complete the safety inspection this morning.Thank you for bringing this issue to our attention While I never like to hear of a dissatisfied consumer, this situation has provided us an opportunity to look at our processes and identify required improvements.Mahalo,Russ W***