Alvian Custom Homes LLC

Initial Business Response /* (1000, 9, 2015/07/20) */
Sorry for the situation that has been presented.

On 6/26/15 her relative (male with same last name) brought the vehicle in and stated "I hit a pot hole the other day and now the steering feels off. When I hit a bump, I can feel the truck...

jerk to the side. Also, when the tires are straight the steering wheel is not." he stated he would wait for the repairs.
The truck was put on the alignment machine. We found that the right front strut needed to be replaced to get the vehicle into the proper alignment specifications. We did not have the strut in stock. The customer stated he would come back at a later date. After numerous attempts to contact the customer by the provided phone numbers, we ended up closing the paper work on the 14th of July.
Unfortunately extended service plans do not cover repairs due to damage, neglect, acts of nature, etc...
The key was not noted on the paperwork for 2 service visits 1) oil change 2) steering repairs.
We will be happy to complete the repairs which the customer would be responsible for. We will need to order the strut.
We will provide a key to the customer at no charge.
I apologize for the poor communication.
Initial Consumer Rebuttal /* (3000, 11, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At no time has anyone from Groove attempted to contact me. There have been no messages on my home or cell numbers. I understand that the strut was not covered, though I am disappointed and feel that the extended warranty I purchased is basically useless. I have since went to another Ford dealership (HUGE mistake) and had that replaced. As for the key, I already had another one made. However, they did not provide me with the keyless entry code. I'm not sure if you would be able to do that.
Thank you for your response and willingness to help rectify the situation.
Final Business Response /* (1000, 15, 2015/08/07) */
I am sorry we have not responded to you by phone or left a message. When the Revdex.com is contacted all response is then routed through this service. Thank you for taking the time to respond through the Revdex.com process. I apologize that your experience at another Ford store was not what you hoped it would be. We would be willing to assist you in getting the keyless entry code number. I hope this helps.
Final Consumer Response /* (2000, 17, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That would be very helpful. I believe your company has my contact information,so if someone could call or email me and let me know how to get that keyless entry code, that would be great. Thank you for addressing the issues I had.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and it appears that as of today, I have finally received the additional six months of [redacted] radio that I was promised by Groove. It is upsetting that it took this long and this much effort on my part and that I was treated so poorly by Groove, but I appreciate them finally making good on their promise to provide a one-year trial subscription to [redacted]. It would be nice if the Revdex.com could warn other customers of Groove's customer service, but this resolves my issue.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have sent an email directly to Bryan the sales manager. 
Sincerely,
Edward [redacted]

Tell us why here...
We are responding to a complaint from [redacted]. [redacted] purchased a 2010 Toyota Tacoma from Groove Ford. When he was in the finance department he also purchased a warranty for his new car. We sent the contract to the credit union with the warranty. He then...

came in a day later and cancelled the warranty, so we proceeded with the  new paperwork and sent the new contract to the credit union, however the credit union cashed and funded the wrong contract with the warranty instead of the correct contract without the warranty. The miscommunication has been all cleared up with the customer and the credit union.
I have also spoke to Mr. [redacted] and he was going to call the Revdex.com and take down the complaint since it was rectified so please expect a call from Mr. [redacted] to take care of that as well.

I would ask that Mr. [redacted] contact me General Manager Bryan H[redacted] so I can assist him in getting this issue resolved. I can assist him his hood but will need to see the damage. As for the warranty that was purchased from [redacted]. I do not have the ability to refund for the warranty. The...

refund would have to come from the originating store that sold the warranty. I will be more than happy to look into the dates of the warranty and give a full explanation of the dates he was covered and exactly when the warranty ended. My staff should have done this for him and for them not doing that I do apologize.I have attached the repair order and the quote that was provided to the customer during his visit. I also spoke to the manager on duty and no damage was reported to the customers vehicle at pick up. I would have assisted in the issue if the customer would have contacted me or any of my managers. We are still willing to assist. I can be contacted at bh[redacted]@grooveauto.com or at 303-643-9000.  Thanks Bryan H[redacted]General ManagerGroove Ford