American Tax Redemption

It is our understanding Ms*** ***'s complaint has already been resolved to her satisfaction.*** ***, Germain Ford's Service Director, has had multiple conversations with Ms*** to address her concern, provide additional information, a better understanding of the
services she authorized and future repairs needed. Germain Ford has agreed to credit her original 1HR Diagnosis Fee toward the $1,000+ air conditioning repair, she recently authorized. Germain Ford will also discount the total cost to repair her air conditioning system, as part of our ongoing customer satisfaction efforts. Please let us know if you require any additional information. Thank you

We have went above and beyond for this customer who bought a vehicle As-Is and we fixed everything that was promised and he didn't have am complaint for many months after we initially sold him the vehicle and then all of a sudden he has bent rims which could have happened at any point after...

purchase.  We have replaced the axles for the customer and even a water pump which wasn't even part of his promised items.   We did however take the vehicle to [redacted] on 12/16/15 as well and they mentioned that they couldn't find anything wrong with the vehicle and said that is normal for a Malibu to have a little vibration.  Please advise

RevDex.com:
I have reviewed the response made by Germain Ford in reference to
complaint ID [redacted], & find the resolution to be satisfactory to
me.
Summary:
To
whom it may concern,
Once the director, [redacted], got involved
everything was clarified and taken care of above & beyond my expectations…
& without further upset.
Due the representative’s errored
interpretation of what he thought was wrong with my car… my car had to remain
in the shop in order to get the repairs done that I had originally &
continuously asked to be fixed.  Because
I am not mechanically inclined, the only thing I knew upon taking my car in the
Service department was that the heat & air conditioning (AC) were not working.  All the same, I am certainly not mechanically
savvy enough to:  walk into a shop with
the problem already diagnosed, or to know the names of any of the parts of my
car.  No my objective was to take it to
the professionals to get these components to work appropriately.
After taking my car in to Germain Ford,
I had 3 complaints:
1. Again, instead of the representative
who checked me in putting down verbatim why I was bringing in the car, he
erroneously assumed that the only thing wrong was the blower; yet, he had not
looked at my car.
2. The initial discrepancy with the
charges for labor-hours worked after the diagnosis.
3. 
What’s more is… apparently, the mechanics failed to check whether or not
the AC was even working after the blower was fixed.  After discussing the discrepancy with the
overpriced labor charges, I had requested to have the AC double-checked to see
if it worked.  Shortly afterwards I found
out that indeed the AC did not work.
Instead of getting into a dead-end
battle of fault, because the representative had documented his own
interpretation instead of the problem I reported, etc. [redacted] immediately began
to resolve the errors & he initiated the proper repairs to be fixed to
completion.  He verified that everything
I had requested initially was in proper working condition prior to me picking
up the car.  He did much more than
this!  He was honest/forth-coming,
helpful, direct, professional, available, thorough & quick.  I could not have asked for more.
I was upset when I had filed the Revdex.com
report, because I’d thought that I was going to be taken advantage of.  Similarly, I had went into this thinking how
could I ever do business with Germain Ford again.  But, after the great-energies that [redacted] put
forth in resolving this matter to satisfaction… how could I not continue doing
business here?  This company appears to
be big on retention; & that matters to me.
I had paid $1139.26; my car has been
returned... & I am happy with this outcome.
Regards,
[redacted]

in the previous response we supplied the paperwork that we took the vehicle to [redacted] which said that there was nothing they could find wrong with the car but if Mr. [redacted] if you would like us to take a look at the rims we can and if we can't find anything we would take it to [redacted] again to see if they can find something.  We were not implying that you were lying just the fact that it had been some time between the sale and this response.  Please let us know if/when you would like to schedule something to bring the vehicle back in. Thanks

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory with conditions... The original offer was supposed to be for $950 as you stated - $850 plus $100 interest. I will accept the $950 and I would like the check mailed - THIS WEEK to Capital One. Again, THIS WEEK to Capital One. I'm not driving back out to the dealership and wasting more time and gas.

We are willing to give the check made out to Mr [redacted] and Capital One for $900 which he is more than welcome to pick up at the dealership and send in to them if he would like.  We have been in touch with Capital One multiple times and they said that they couldn't cancel the current contract.  We are not sure if we are talking with different people but Bob is very aware of the situation and has been in contact with [redacted] at Capital One multiple times over this.  Again we apologize for the time that this has inconvenienced the customer and that was/is not the intention of our dealership.  The customer can feel free to reach out to us as well and we can talk about a good time to pick up the check. Thanks

What's troubling is the fact that I'm reading and hearing conflicting responses.  On one hand they admit the humiliation and misleading sales practice.  Two days ago the sales person called and accepted full responsibility, even for the provoking unprofessional behavior of the sales manager.  He admitted he was wrong.  Now, in this first written response from the dealership someone is trying to justify their behavior.  Unbelievable!  In addition, I received a message today from the sales person stating that they have exhausted all means of getting a replacement to include 2018 models.  After listening I returned the call and informed the same sales person that there was nothing he could do, but there is something the general manager or owner can do if truly desired.  I informed him that the general manager should be the one calling me, for he is the only one other than the owner who can fix this issue.  Again, a 2018 model with all desired features for a price no one could refuse.  Thank you.

I am rejecting this response because:I canceled the agreement according to the terms of he dealer the next day, NOT the next week, and I never agreed to a sale price of 13,495.00 as the finance price of the vehicle. That was for the price of the vehicle, which was 11,245.00, and the additional service agreement which was $2,250.00, added to the  price of the vehicle, NOT sold as a separate item. Yes, I signed the contract which is an agreement to the subject myself to this dealers bait and switch tactics. I realize that it would cost more to dispute than it's worth, and I know the dealer operates on this because I get no response. They know I will go away eventually. I'm sorry that the Revdex.com isn't more proactive in helping the honest citizen with leverage against dishonest businesses. I believe that was the original intention of the Revdex.com. At least I can tell my story on social media and possibly prevent someone else from falling prey to this particular dealer. 
Regards,
[redacted]

We would be more than happy to send the check to you please send an updated address and I will make sure that this gets handled.  I apologize for your experience with your purchase and that is not the normal for us.  Hopefully we can get this resolved for you and you can continue to enjoy...

your new vehicle. Thanks

Mr [redacted] had agreed to the selling price and the warranty during the sales transaction and when he returned to Georgia he called the dealership which I believe was the following week and wanted to cancel the warranty which Germain Ford did although the titling process was already done.  His...

lender will receive the canceled amount and should apply it to his loan as is the standard process with any cancellation of products.  Germain Ford processed the transaction as it does on every transaction when a customer requests to cancel a product that they agreed to purchase at time of delivery.  At this point Germain Ford sees that they are not at fault.  Thanks

The customer did bring his vehicle in for an oil change and after it was completed one of our employees ran in through our automated car wash and the vehicle was to tall and the car wash damaged the roof on his van.  We immediately contacted a rental company and got the customer a rental at no...

charge to him to use until the repairs were completed on his van that was damaged.  I understand the frustration on the amount of time that it has taken to fix the vehicle as parts have been difficult to receive and we are getting very close to completion of the van probably within the next week.  I want to apologize again as we know this is an inconvenience to the customer as it was an accident that we were responsible for so we are doing everything in our power to get the van back to the customer.  I am not sure what else we can do to speed up the process and control the work is being done correctly.  I know that our service manager has been in communication with the customer.Thanks

I have been working with Mr. [redacted] for sometime with the attorney generals office through autocap and have offered him $1000 for the repairs to his clutch which was operating fine and passed inspection during the sales process.  I believe that he didn't have that much experience with a manual...

transmission and caused the damage to the clutch, with that being said I offered to pay $1000 for the repair but I am not willing to pay for the time the vehicle wasn't being used.  They were offered a warranty upon purchase which they didn't purchase.  Germain is doing the $1000 for customer service.  We had also offered to refinish the frame as well.

[redacted] vehicle was dropped off 7/12 8:30 am, she had issues getting into contact and securing a rental through Enterprise therefore we put her into one of our rentals so that she wouldn’t be put out waiting on a rental vehicle.  *supplement was submitted to [redacted] Insurance on 7/12 (same...

day as drop off) at 1:36 pm. *continued moving with repairs and the vehicle was put together on 7/15 less the supplemental parts that still had not been approved. *7/20 faxed supplement to [redacted] Insurance in hopes that someone would respond. *7/25 contacted customer that we had received the supplement back from [redacted] and would be ordering the parts, however the roof molding was incorrect on their paperwork. 7/26 emailed [redacted] with [redacted] with invoices asking for the correct part and price. 7/27 called owner 3:48 pm advised that the roof rack had just arrived and that if all goes as planned we will try to have it installed and cleaned on 7/28 and ready for pick up 7/29 had an influx of vehicles at detail department and was not able to clean vehicle until this day, cleaned and called owner that it was complete 7/29 owner picked up vehicle around 4:30, was very crass with the whole transaction, told us that she “hated” our rental.  We did not charge her for the buffing completed to the left quarter and left rear door (not all marks were able to be buffed, but we did what the estimate stated) and did not charge her for it.   *8/1 shop received voicemail and email with photo saying that we “damaged” her vehicle while here.  Heather called owner at 9:36 am and left her a voice mail that the picture was not very clear as to what was on the car and asked her to stop in so that we can look at it and make a determination as to what it is and see if there is anything that we can do to assist her.  *8/1 4:25 pm [redacted] with [redacted] called and said that he still won’t have paperwork over to us until Wednesday 8/3.  *at no point in time was there a crow bar or pry tool used to remove the bumper from the vehicle.  The bumper screws in and has brackets, once the screws are released it simply pulls off.

Germain Ford is willing to inspect her vehicles AC system at no charge to be able to determine what is causing the system to not operate properly at this time.  We will provide her with alternative transportation if needed as well.

I apologize for any inconvenience and poor experience that you had with your purchase.  All the products that were purchase upon delivery of your new vehicle are cancel-able.  I believe that you purchased a 24 month 24000 mile power-train warranty that covers you in the situation that...

something would go wrong with the motor or transmission which are some of the most expensive repairs of a vehicle.  Also the gap is a great way to protect yourself in the result of a total loss accident.  You can cancel both products and get a pro-rated discount based on the time and mileage that you have currently used.  If you need more information on that I can get you the contact numbers but they should be on your contracts as well.  It looks as if the service repair order was opened in May and we have not received the part yet for the fix but it should be here shortly we hope as this is a national problem with a ton of manufacturers.  We will try to expedite for him as soon as possible as well and we once again apologize for his inconvenience.