I would first like to clarify two
itemsThe dealership never stated that the manufacturer's warranty did not cover the repair related to the customer's concern, and the manufacturer's warranty is provided by *** not the dealership. What was explained to the customer is
that in order for
the repair to be covered under the manufacturer's warranty, further diagnosis had o be performed and sent to *** along with picturesIf *** decided not to cover the repair under the manufacturer's warranty based on those items, the customer would be responsible for all diagnostic chargesThe customer declined to accept responsibility for any charges if that
were to occur so no further work was performedThe dealership waived all
charges incurred up to that point, as a courtesy, and the customer left with the vehicleThank you, Tom HService Manager
Revdex.com spoke to consumer and he has stated that since notifying business of filing complaint with Revdex.com business has resolved the issues to his satisfaction
The vehicle the customer is referring
to was purchased on November 30, At that time, the vehicle had 72,
miles on itThe customer has come into our
dealership on a few occasions, for different concerns, since that timeThe
vehicle was repaired, at no charge to the customer, for each
of these different
concernsI would like to point out that each of these repairs would have
incurred charges to the customer, had we not waved them as goodwill, as none of
the items repaired are covered under the New York State Dealer Used Passenger
Vehicle Limited WarrantyA copy of which was signed by the customer at time of
deliveryThe customer had last visited the
dealership on January 11, before returning on June 16, In this over
six-month period the vehicle had not returned to our dealershipWhen the vehicle did return, it was for a different concern than the
previous visitsAfter topping the transmission fluid and engine oil off, which
was found to be low, the vehicle operated as designedOnce again, this concern would not be covered by the New York State Dealer Used Passenger Vehicle Limited Warranty though no charges were applied to the
customerThis includes the use of a rental vehicleIn conclusion, it is in our
professional opinion this vehicle is in proper working conditionOur records
show this vehicle has never experienced any problems which would be covered
under the New York State Dealer Used Passenger Vehicle Limited warranty,and the customer has received over $1,in goodwill
assistance for items not coveredOur dealership will not be offering further
goodwill assistance to this customer.V.PService Operations Armory Garage
Inc
Mr MetznerYou have no idea what your employee Tom dose
in your absenceI had no contact with any of your emploees in any mannerI find your response offense and untruthful, but I understand your position to cover up bad behavior of your employeeIt's a good thing that I have recorded phone conversations of his remarks and *** has my many recorded statements and my FACTS have never altered, your employee was nasty disrespectfull and talked down to me because I am a womanWhen my husband called he had an entirely different attitude because he was talking to a MANI wrote my statement on Revdex.com website while I was extremely upset and told only a small part but never changed my factsAs far as service on my automobile which was the issue before I was verbally put down by your employee Tom, it was taken to another dealer *** and I have never has such AWESOME, OUTSTANDING serviceApparently they all have mothers and enjoy doing business with WOMENYou have been entirely misinformed regarding your employees behavior, while I realize I am only one customer in your vast establishment I have many venues at my disposal in which to spread my treatment by your employee and now you in your response letterYou know nothing of me but apparently you know even less with reguard to your disrespectfull employeesI suggest some sensitivety trainingDisrespectfully, MRS*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Mr*** purchased a new *** *** in February of He signed
a purchase agreement, delivery checklist and "We Owe" form (all
attached)Each of these items indicating he understood what he was purchasing
and that there was nothing else promised or owed to himWhen Mr***
contacted us about the size of the box, we went out of
our way to assist himJim Csat down with the customer, and ordered the
vehicle with him exactly the way he askedWhen it came time to deliver the new
*** *** to Mr***, we even gave him $11,more for his *** *** in trade than the *** *** *** valuation in order to satisfy him (*** *** *** valuation attached, compare to trade in credit on purchase agreement
for ***)This is not something Mr*** would have been entitled
to in any way; it was purely given as "good will"Before taking delivery of the vehicle, Mr***spent well over an hour going over the vehicle himselfHe then, again,signed a delivery checklist (which states"Vehicle is equipped as indicated in the contract of sale"), a "We Owe" form stating that he was getting exactly what he expected with the installation of rain guards being "owed" to him (this has already been completed) and sales purchase agreement (all
attached)Mr***took delivery after all of these items were signed in acknowledgementIt wasn't
until days after taking delivery of the *** *** that Mr***came back to raise concern over his seats.At this time we will not be offering any further assistance to Mr
***, including any past offers that Mr*** states he declinedThank
you, Albie RVP Sales ARMORY GARAGE INC
As previously stated we are an independently owned and operation dealershipThe customer’s vehicle being a was out of “basic limited warranty” on the last visit on 1/6/nearing milesThat being the case there would be a charge for diagnosis and the cost for repair accordingly, pending the identification of the failureWe tried to assist the customer by “waiving” the diagnosis charge on 1/6/Also as previously stated we are willing to assist the customer, with her understanding the difficulties in isolating an intermittent concernWe understand her desire to go to another dealershipBeing that the vehicle is beyond the “manufacturer’s limited warranty” there will most likely be a cost associated with diagnosing or repairing her concernWe can only offer assistance with work performed at our dealershipWithout being able to duplicate nor pin point the failure it is not possible to approximate the cost associated or the level of assistance we would be able to offer at our dealership
Sincerely, Darrell AVice President Service Operation
We pride ourselves on satisfying customers and take all complaints very seriously and investigate a complaint thoroughly
In this specific case, the "manufacturer limited warranty" for this repair, covered defective parts within the limited warranty period, which on this vehicle and for this
repair was months or 36,miles (whichever comes first) from The original" in-service date, had expiredThe customer had "control arms replaced" which includes ball joints on her *** on 10/22/The repair/replacement (parts/labor) was paid for (minus deductible) by an applicable Service Contract that the customer has, but has since expiredThe Service Contract expired 10/28/13, nearly five months agoThe manufacturer limited warranty on the replaced parts/ labor expired on 10/22/13, also nearly five months agoWe have no record that we have had an opportunity to inspect her vehicle and verify another duplicate replacement is neededHowever, In an attempt to satisfy Ms***, Armory Garage Inc., in the event the same parts replacements are required, will replace the same items at no charge within days of this letter, even though they are no longer covered by any limited warranty or service contract if there is additional documentation that we have not seen showing that replacement of these same items had been paid for and performed prior to the date of this complaint, I will make a determined effort seeking reimbursementI hope mv offer above to "replace the same items at no charge", if after inspection, they are determined to be needed, demonstrates my concern that Ms*** be satisfied even beyond the covered "no-charge period" for such replacementIt is the manufacturer that determines their own limited warranty period for defective workmanship and manufacture, but in this case, and joint concernfor Ms***'s ***, we are happy to be able to assist based on my comments earlier in this letterPlease contact me personally and directly at ###-###-#### to set up a convenient time to bring the *** in for inspection and necessary no-charge replacement if needed
Sincerely,
*** ***
Vice President-Service Operations
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey definitely went out of their way to make me happyI will shop there again.
Regards,
*** *** **
I reviewed the letter the customer sent concerning his credit scoreThe following information were the results of my findings. The customer did fill out and sign a credit application with authorization for “FINANCIAL INSTITUTIONS AND THEIR AFFILIATES” to obtain information. A copy of
the signed authorization relevant to the consumer’s concern, is attached to this response
Armory Garage/*** is an automobile dealership, not a lenderWhen we are asked to assist with financing and have a signed credit application, the information from that application is sent automatically to multiple lenders with the intention of checking customer creditworthiness to purchase or lease a vehicleMultiple lenders may provide more approvals (or even a single approval) and/or competitive offerings
With this in mind, I searched online for information concerning the number of auto credit inquiries and its effect from *** and ***, two of the largest agenciesBoth companies state that multiple credit inquires for automobiles made within a day period under “circumstances”, are “counted as only one inquiry”I have attached a copy of the statement I recieved from the *** websiteTWO ATTACHMENTS
Response from *** ***, Vice President To whom it may concern, Within one hour of receiving notice of this complaint, I reached out to the customer with a phone call in attempt to better understand how to address any concernsI expressed our apologies that she did not have the best possible
shopping experience with us, and let her know that it was not common practice for our customer's to have the experience which she hadI followed this phone call up by communicating the same message to the customer in writing via an Email to the address listed in this complaint on the same dayI also included my contact information should she ever need to speak with me in the futureWe are currently in contact with the customer in attempt to assist her with removing any unintended credit inquiries from her credit reportThank you, *** *** Vice President
My Service Director [redacted] has contacted [redacted]. They have agreed to meet tomorrow 1/24/14 to resolve the cancellation of her service contract and discuss the value of her vehicle.
Thank you,
[redacted]...
[redacted]
Vice President Service Operations
Armory Garage Inc.
###-###-####
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I would like to have all credit inquiries from armory [redacted]'s affiliates removed from my credit reports. According to [redacted], it does say several inquiries within 30 days counts as 1. But that is not the case. My credit score has dropped significantly since my afternoon at Armory. I simply went to see where I would stand in car purchasing and signed a document unknowing what I was signing since "the finance guy"(their words), said "here sign this, this just gives me permission to take a look."
Had I known my credit report would have more than 9 hard inquiries I would have kindly declined.
Regards,
[redacted]
The customer has since indicated (since the attached letter was written) they would accept the refund check and it was mailed out today, certified. A message was left for the customer so that could expect and accept it.
I would first like to note that at the time the vehicle was being sold the customer was informed that there would be a wait in order to have a [redacted] DVD player installed due to parts availability. The customer elected to have an aftermarket DVD player installed instead as the parts were available...
for that sooner. When the customer returned to the dealership with an issue involving the stop/start feature as well as the DVD player, it was found to be caused by a problem with the aftermarket DVD player which could not be addressed by the dealership as it had been installed by a third-party vendor. Our sales manager informed the customer that we would order the [redacted] DVD player, and it was scheduled for delivery in two weeks but we would do what we could to get it here sooner. The customer was informed of this on 3/9/2018 by the sales manager. We could not guarantee a time for the customer as we do not want to overpromise timing until the part is actually at the dealership. The DVD player will be installed without a charge to the customer. One day of rental will be provided without a charge to the customer. Thank you, Armory Garage
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Revdex.com received...
message from consumer that the parties had come to a mutual agreement and that the issue was resolved.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
After reviewing the customer’s concerns, a phone call was made to the customer. In this conversation Armory agreed to have the “[redacted]” component installed on the vehicle at no charge to the customer. The “navigation” component brought up by the customer was discussed with the customer and it was...
determined that this is not a component the dealership would be responsible for.
After discussion of these items with the customer on the phone, it is our understanding that the resolutions discussed are satisfactory.
I would first like to clarify two
itemsThe dealership never stated that the manufacturer's warranty did not cover the repair related to the customer's concern, and the manufacturer's warranty is provided by *** not the dealership. What was explained to the customer is
that in order for
the repair to be covered under the manufacturer's warranty, further diagnosis had o be performed and sent to *** along with picturesIf *** decided not to cover the repair under the manufacturer's warranty based on those items, the customer would be responsible for all diagnostic chargesThe customer declined to accept responsibility for any charges if that
were to occur so no further work was performedThe dealership waived all
charges incurred up to that point, as a courtesy, and the customer left with the vehicleThank you, Tom HService Manager
Revdex.com spoke to consumer and he has stated that since notifying business of filing complaint with Revdex.com business has resolved the issues to his satisfaction
The vehicle the customer is referring
to was purchased on November 30, At that time, the vehicle had 72,
miles on itThe customer has come into our
dealership on a few occasions, for different concerns, since that timeThe
vehicle was repaired, at no charge to the customer, for each
of these different
concernsI would like to point out that each of these repairs would have
incurred charges to the customer, had we not waved them as goodwill, as none of
the items repaired are covered under the New York State Dealer Used Passenger
Vehicle Limited WarrantyA copy of which was signed by the customer at time of
deliveryThe customer had last visited the
dealership on January 11, before returning on June 16, In this over
six-month period the vehicle had not returned to our dealershipWhen the vehicle did return, it was for a different concern than the
previous visitsAfter topping the transmission fluid and engine oil off, which
was found to be low, the vehicle operated as designedOnce again, this concern would not be covered by the New York State Dealer Used Passenger Vehicle Limited Warranty though no charges were applied to the
customerThis includes the use of a rental vehicleIn conclusion, it is in our
professional opinion this vehicle is in proper working conditionOur records
show this vehicle has never experienced any problems which would be covered
under the New York State Dealer Used Passenger Vehicle Limited warranty,and the customer has received over $1,in goodwill
assistance for items not coveredOur dealership will not be offering further
goodwill assistance to this customer.V.PService Operations Armory Garage
Inc
Mr MetznerYou have no idea what your employee Tom dose
in your absenceI had no contact with any of your emploees in any mannerI find your response offense and untruthful, but I understand your position to cover up bad behavior of your employeeIt's a good thing that I have recorded phone conversations of his remarks and *** has my many recorded statements and my FACTS have never altered, your employee was nasty disrespectfull and talked down to me because I am a womanWhen my husband called he had an entirely different attitude because he was talking to a MANI wrote my statement on Revdex.com website while I was extremely upset and told only a small part but never changed my factsAs far as service on my automobile which was the issue before I was verbally put down by your employee Tom, it was taken to another dealer *** and I have never has such AWESOME, OUTSTANDING serviceApparently they all have mothers and enjoy doing business with WOMENYou have been entirely misinformed regarding your employees behavior, while I realize I am only one customer in your vast establishment I have many venues at my disposal in which to spread my treatment by your employee and now you in your response letterYou know nothing of me but apparently you know even less with reguard to your disrespectfull employeesI suggest some sensitivety trainingDisrespectfully, MRS*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Mr*** purchased a new *** *** in February of He signed
a purchase agreement, delivery checklist and "We Owe" form (all
attached)Each of these items indicating he understood what he was purchasing
and that there was nothing else promised or owed to himWhen Mr***
contacted us about the size of the box, we went out of
our way to assist himJim Csat down with the customer, and ordered the
vehicle with him exactly the way he askedWhen it came time to deliver the new
*** *** to Mr***, we even gave him $11,more for his *** *** in trade than the *** *** *** valuation in order to satisfy him (*** *** *** valuation attached, compare to trade in credit on purchase agreement
for ***)This is not something Mr*** would have been entitled
to in any way; it was purely given as "good will"Before taking delivery of the vehicle, Mr***spent well over an hour going over the vehicle himselfHe then, again,signed a delivery checklist (which states"Vehicle is equipped as indicated in the contract of sale"), a "We Owe" form stating that he was getting exactly what he expected with the installation of rain guards being "owed" to him (this has already been completed) and sales purchase agreement (all
attached)Mr***took delivery after all of these items were signed in acknowledgementIt wasn't
until days after taking delivery of the *** *** that Mr***came back to raise concern over his seats.At this time we will not be offering any further assistance to Mr
***, including any past offers that Mr*** states he declinedThank
you, Albie RVP Sales ARMORY GARAGE INC
As previously stated we are an independently owned and operation dealershipThe customer’s vehicle being a was out of “basic limited warranty” on the last visit on 1/6/nearing milesThat being the case there would be a charge for diagnosis and the cost for repair accordingly, pending the identification of the failureWe tried to assist the customer by “waiving” the diagnosis charge on 1/6/Also as previously stated we are willing to assist the customer, with her understanding the difficulties in isolating an intermittent concernWe understand her desire to go to another dealershipBeing that the vehicle is beyond the “manufacturer’s limited warranty” there will most likely be a cost associated with diagnosing or repairing her concernWe can only offer assistance with work performed at our dealershipWithout being able to duplicate nor pin point the failure it is not possible to approximate the cost associated or the level of assistance we would be able to offer at our dealership
Sincerely, Darrell AVice President Service Operation
We pride ourselves on satisfying customers and take all complaints very seriously and investigate a complaint thoroughly
In this specific case, the "manufacturer limited warranty" for this repair, covered defective parts within the limited warranty period, which on this vehicle and for this
repair was months or 36,miles (whichever comes first) from The original" in-service date, had expiredThe customer had "control arms replaced" which includes ball joints on her *** on 10/22/The repair/replacement (parts/labor) was paid for (minus deductible) by an applicable Service Contract that the customer has, but has since expiredThe Service Contract expired 10/28/13, nearly five months agoThe manufacturer limited warranty on the replaced parts/ labor expired on 10/22/13, also nearly five months agoWe have no record that we have had an opportunity to inspect her vehicle and verify another duplicate replacement is neededHowever, In an attempt to satisfy Ms***, Armory Garage Inc., in the event the same parts replacements are required, will replace the same items at no charge within days of this letter, even though they are no longer covered by any limited warranty or service contract if there is additional documentation that we have not seen showing that replacement of these same items had been paid for and performed prior to the date of this complaint, I will make a determined effort seeking reimbursementI hope mv offer above to "replace the same items at no charge", if after inspection, they are determined to be needed, demonstrates my concern that Ms*** be satisfied even beyond the covered "no-charge period" for such replacementIt is the manufacturer that determines their own limited warranty period for defective workmanship and manufacture, but in this case, and joint concernfor Ms***'s ***, we are happy to be able to assist based on my comments earlier in this letterPlease contact me personally and directly at ###-###-#### to set up a convenient time to bring the *** in for inspection and necessary no-charge replacement if needed
Sincerely,
*** ***
Vice President-Service Operations
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey definitely went out of their way to make me happyI will shop there again.
Regards,
*** *** **
I reviewed the letter the customer sent concerning his credit scoreThe following information were the results of my findings. The customer did fill out and sign a credit application with authorization for “FINANCIAL INSTITUTIONS AND THEIR AFFILIATES” to obtain information. A copy of
the signed authorization relevant to the consumer’s concern, is attached to this response
Armory Garage/*** is an automobile dealership, not a lenderWhen we are asked to assist with financing and have a signed credit application, the information from that application is sent automatically to multiple lenders with the intention of checking customer creditworthiness to purchase or lease a vehicleMultiple lenders may provide more approvals (or even a single approval) and/or competitive offerings
With this in mind, I searched online for information concerning the number of auto credit inquiries and its effect from *** and ***, two of the largest agenciesBoth companies state that multiple credit inquires for automobiles made within a day period under “circumstances”, are “counted as only one inquiry”I have attached a copy of the statement I recieved from the *** websiteTWO ATTACHMENTS
Response from *** ***, Vice President To whom it may concern, Within one hour of receiving notice of this complaint, I reached out to the customer with a phone call in attempt to better understand how to address any concernsI expressed our apologies that she did not have the best possible
shopping experience with us, and let her know that it was not common practice for our customer's to have the experience which she hadI followed this phone call up by communicating the same message to the customer in writing via an Email to the address listed in this complaint on the same dayI also included my contact information should she ever need to speak with me in the futureWe are currently in contact with the customer in attempt to assist her with removing any unintended credit inquiries from her credit reportThank you, *** *** Vice President
My Service Director [redacted] has contacted [redacted]. They have agreed to meet tomorrow 1/24/14 to resolve the cancellation of her service contract and discuss the value of her vehicle.
Thank you,
[redacted]...
[redacted]
Vice President Service Operations
Armory Garage Inc.
###-###-####
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I would like to have all credit inquiries from armory [redacted]'s affiliates removed from my credit reports. According to [redacted], it does say several inquiries within 30 days counts as 1. But that is not the case. My credit score has dropped significantly since my afternoon at Armory. I simply went to see where I would stand in car purchasing and signed a document unknowing what I was signing since "the finance guy"(their words), said "here sign this, this just gives me permission to take a look."
Had I known my credit report would have more than 9 hard inquiries I would have kindly declined.
Regards,
[redacted]
The customer has since indicated (since the attached letter was written) they would accept the refund check and it was mailed out today, certified. A message was left for the customer so that could expect and accept it.
Revdex.com spoke to business and the following was relayed:
The deductible is going to be waived out of good will for the customer.
I would first like to note that at the time the vehicle was being sold the customer was informed that there would be a wait in order to have a [redacted] DVD player installed due to parts availability. The customer elected to have an aftermarket DVD player installed instead as the parts were available...
for that sooner. When the customer returned to the dealership with an issue involving the stop/start feature as well as the DVD player, it was found to be caused by a problem with the aftermarket DVD player which could not be addressed by the dealership as it had been installed by a third-party vendor. Our sales manager informed the customer that we would order the [redacted] DVD player, and it was scheduled for delivery in two weeks but we would do what we could to get it here sooner. The customer was informed of this on 3/9/2018 by the sales manager. We could not guarantee a time for the customer as we do not want to overpromise timing until the part is actually at the dealership. The DVD player will be installed without a charge to the customer. One day of rental will be provided without a charge to the customer. Thank you, Armory Garage
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Revdex.com received...
message from consumer that the parties had come to a mutual agreement and that the issue was resolved.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
After reviewing the customer’s concerns, a phone call was made to the customer. In this conversation Armory agreed to have the “[redacted]” component installed on the vehicle at no charge to the customer. The “navigation” component brought up by the customer was discussed with the customer and it was...
determined that this is not a component the dealership would be responsible for.
After discussion of these items with the customer on the phone, it is our understanding that the resolutions discussed are satisfactory.