American Auto Sales, Inc.

Tell us why here... We are in receipt of your notification concerning complaint ID 12322798, James F. [redacted]  It is not our intention to bombard any consumer with phone calls and emails.  Our goal is to provide relevant data to the consumer and to follow up appropriately to ensure the...

customer received the data and the information provided was correct and understood.  It is our policy to cease any contact with the customer should all questions be answered and/or the consumer requests it.  We did receive that request from Mr. [redacted] on 8/9/17 and our records indicate that we did indeed remove Mr. [redacted] from any future contact concerning his request for information. Our records show that we made a total of 5 phone calls (7/19 with no answer, 7/20 with no answer, 7/21 with no answer, 8/4 with no answer and on 8/9 made contact.  We received a request to not contact further and we have obliged).  We were only trying to make contact to assure relevant data was received by the consumer and the information provided was correct and understood.  If contact had been received earlier and if the request to stop calling had been made sooner we would have ceased at that time. The person handling Mr. [redacted] request was not a salesperson but rather a Business Development Representative (BDR).  These individuals only provide information and do not in any manner get involved with the sales process.  Had Mr. [redacted] wished to make an appointment with a salesperson this individual would have facilitated the transaction. Furthermore, Modern Toyota does not share nor provide consumer information to any outside agency.  We do not sell information and we are bound by the privacy laws that restrict such action.  If anyone has contacted Mr. [redacted] outside of a Modern Toyota representative, his information was secured from another means other than Modern Toyota.  We have no desire to retaliate toward any consumer as it serves no productive purpose to our overall goal and purpose of being in business.  I am sorry this customer feels we initiated such action but it simply is not so and did not happen within our organization.   I trust this reply will satisfy all parties and if not I will further oblige with additional commentary if requested.

The customer's concern has been addressed previously with General Motors (GM), who after checking the vehicle informed us that the noise is a normal characteristic of the vehicle.  Since this was their decision, there was nothing else we could do for the customer since GM told...

us there was nothing to be fixed.  In addition, we have driven other vehicles the same model as the customer's and have noted the same noise present. There have been no service recalls or bulletins that pertain to this issue.  Thank you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
They installed a third party I didn't they forgot to mention I paid additional money for a navigation system in car they paid a third party to install that was my buying condition when I purchased the car if they refuse from that statement then they sold the car on false pretense they put the mic of Bluetooth back it the car which can very well fall again I was lucky that I wasn't driving on highway with my kids I can't imagine the circumstance they have no regards of consumer safety they know how to sell cars if people die because of there sold product they care less I paid modern for a nav. Not a third party they are responsible for there product the little dent is a 8 inch scratch caused by modern nav. I told them I don't feel safe with this system only thing I needed to fix the car they refuse to do Eric and my conversation that I recorded I told him again and again I have young kids and I want to feel safe but you can see where I am at now I paid a lot of money for that car it is a assett to me I hope Eric doesn't have to worry about the his kid safety like me when they commute because it worries me to death I was told the system doesn't comes I LE only XLE then they should told me when they sold the car to me and took money for the nav. But no they sold the car sign a loan for 66 months and pushed me aside that's how we treat people shame on modern.
Regards,
[redacted]

[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 complaint ID 12714324. Due to weather conditions we are ta[redacted] our vehicle on March 31. Due to the efforts of an extraordinary individual at Modern Nissan (Bobbie [redacted] who has been extremely pleasant and accommodating to work with, we are pleased with the current resolution with the company.  If the services to the vehicle go as promised on the March 31, our complaint will be satisfied.
Regards,
Walter [redacted]

Response originally sent December 28th 2015:
Modern Toyota is in receipt of the complaint issued and identified as ID #[redacted]. We are familiar with this complaint and have made several attempts to address it with the consumer.
Modern Toyota Body Shop did indeed initiate an interior repair to the vehicle in question. It is important to note that no body repair was conducted. At the completion, as a courtesy to our customers, we hand wash their vehicles prior to delivery and return.
After the repairs were completed and the customer picked up the vehicle they noticed under fluorescent lighting that the clear coat of the vehicle had some markings that were noticeable. The customer contacted us, returned for inspection and as a courtesy we attempted to hand wax the area in question never using a machine. Our process is the exact same for every vehicle and at no point in time was any machine used to clean and/or wax this vehicle.
The customer was still not satisfied, so an appointment was made with Jim Butler, James Flippin, and Andy Willard to review the situation. Under normal view the area could not be seen. We then pulled it into our service facility under fluorescent lighting and noticed what was deemed to be normal clear coat swirls for vehicles blue or black in color. We then showed the customer new vehicles in the showroom with similar patterns. There were never any scratches notated. We explained that there was no repair for such items and our contention is that the markings were likely there prior to any hand washing that we performed.
We know of no way to correct an issue that we believe to be normal. The customer mentioned taking it to an expert in vehicle detailing and we encouraged such, stating if this company knew of a correction we would gladly look into completing it. If the clear coat was re-applied we believe it would look the exact same way it does now with no noticeable results of improvement. Again, our experience tells us that dark colored vehicles tend to show these markings time specifically under fluorescent lighting conditions and there is no repair to circumvent this condition.
Thank you.