American Carpet & Upholstery Cleaners

Initial Business Response /* (1000, 8, 2015/02/03) */
Contact Name and Title: *** *** MANAGER
Contact Phone: XXXXXXXXXX
Contact Email: ***@MCGRATHLEXUS.COM
We have attempted to reach the customer to resolve this issueWe are awaiting his response

The vehicle was inspected and was in excellent condition.  We check all major functions of a vehicle and make sure all safety items are working properly.  Satellite radio is neither of these, so it would not have been checked an a used, non certified, vehicle inspection.  We sold the...

vehicle as is, but we always do our best to make sure all concerns are addressed.  We addressed all of the customers concerns at the time of purchase.  Including some tire swapping.  Satellite radio was never brought up until after the sale, and negotiation.   We have since explored different scenerios in order to help the customer.  Because this is a non Lexus product, it is best to have a [redacted] dealer, or ** authorized repair shop look at the vehicle.  The radio works fine, but the satellite feature seems not to.  We were told several different prices on a new radio, but we were told it just needs some kind of receiver installed behind the radio to make it work.  We offered the customer $500 in order to find someone that knows how to repair the receiver or potentially replace it. We also offered to find a used radio, but none have been available at this point.  I believe someone in the ** repair community can remedy his concern for the $500 we offered.  We offered this settlement out of good faith and not as an obligation on an "as-is" used car purchase.

Initial Business Response /* (1000, 5, 2014/10/20) */
Contact Name and Title: [redacted] Svc Manager
Contact Phone: XXXXXXXXXX
Customer has been contacted by the Service Manager and worked out a resolution to ensure the safety of any and all items in the customers vehicle going forward. Customer...

was ok with this. Also an apology letter has been forwarded to the customer as well. If there are any further questions please contact the Service Manager directly.

I spoke with the customer yesterday, Dec. 28th and explained the way her warranty works in the repair that is needed with her vehicle.  The vehicle has n internal engine issue.In order for us to fully diagnose the problem the customer has to authorize tear down.  I explained that...

the costs associated with diagnosing something like this would be15 hrs labor at a rate of $148.62 per hr.  If the repair is covered by her extended warranty she would only be responsible for her deductible.  If the repair is not covered she wouldbe responsible for the tear down and we would let her know what it would take to fix from there.  She asked for my first and last name and said "goodbye".  If you have any otherquestions please let me know.Sincerely,[redacted]Service ManagerMcGrath Lexus of Westmont