The customer may call and speak with Darrell A. at ###-###-####. However, after the way Tom portrayed the discussion we believe that it would be beneficial for you to be on the call as well as an unbiased third party. Thank you, Armory Garage
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 don't have the parts, but have the receipt. I can check with my mechanic if he still has the parts.
Regards,
[redacted]
We do apologize for any inconvenience this may have caused Ms. [redacted]. Unfortunately, if the problem with her vehicle is not occurring at the time the vehicle is evaluated by a technician, our options are limited.
We can certainly understand how frustrating it can be to have an intermittent...
concern that does not result in a definitive diagnosis, including trying to utilize her on board computer diagnostics. The comments that Ms. [redacted] claimed that Tom said, if corroborated, will be taken very seriously and will result in disciplinary action. We appreciate Ms. [redacted]’s business very much.
Armory Garage Inc. is an independent franchised [redacted] dealership. There are about six other area dealers “factory authorized” to repair her vehicle. We understand that Ms. [redacted] is frustrated but her frustration manifested itself to a level that became intolerable and subsequently, she was asked not to return. Ms. [redacted] has six other area independent dealerships to choose from, as close as 6 miles away from us, if she feels they can provide better service.
If she chooses to return, she does so knowing the difficulty we have, if the vehicle does not demonstrate the problem here again.
It should be noted that on her most recent visit, the vehicle’s “basic warranty” had expired and the “diagnostic charge” was still not applied.
Sincerely,
Darrell A. Vice President Service Operations
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 was in no way out of line in my actions taken to try to fix the vehicle. Again the customer service department triing to cover up their poor customer service. No way I would ever go back and do business with such a place. "Belligerent", if I was so belligerent why would tom h. call my phone several times in attempt to argue and proceeded to tell me he would have me arrested if I was to come on the property. Then the next day he called me again after I told him to no longer call my phone that by continuing to call he was harassing me, and tried to cover up his actions by telling me to come back in and get my car fixed. What a joke! Still no appoligy this company stands behind management that treats customers horrible.
Regards,
[redacted]
The vehicle mechanical repairs were still covered by the limited warranty. We apologize if the customer thought otherwise due to any miscommunication by anyone here. However, in order to satisfy the customer and per the customer's request, Armory Garage Inc. replaced the vehicle that was the...
subject of the complaint with a different vehicle of the customer's choice.
In our attempt to resolve Mr. [redacted]’s issue, members of our management team
reached out to the customer to address the issues with the purchased vehicle.
In the process of finding a desirable resolution regarding mechanical repairs
for the purchased 2007 [redacted], the customer inquired...
about trading the pre-owned
[redacted] in toward the purchase of a New 2014 [redacted] in lieu of mechanical
repair of the pre-owned [redacted]. In order to properly compensate the customer for
the already purchased [redacted], a trade in credit equal to the “vehicle price” for
which he purchased the [redacted] for, was applied toward the New 2014 [redacted].
Upon delivery of the New 2014 [redacted], the customer presented
Armory management a letter documenting his satisfaction with his overall positive
purchase experience. The letter goes as far as to say, “I wouldn’t hesitate to
recommend” Armory. (Please see attached letter, signed and dated, from the
customer.)
Thank you,
[redacted]
V.P. Service Operations
Armory Garage Inc.
I have reviewed the events concerning the visit to our dealership referenced by Mr. [redacted]. I would first like to
apologize if Mr. [redacted]'s call was not returned promptly. We pride ourselves on
providing excellent customer service. Our
Service Manager has since reached out to Mr. [redacted], but has...
not received a call back. In regards to the work performed to the vehicle, all of the items documented on the repair order were completed, which included a manufacturer's recall and a synthetic oil change. The diagnosis for the
noise complaint given by the customer was performed by a manufacturer trained technician based on
the vehicle's condition at that time. I see no evidence to suggest that
anyone intentionally did anything wrong in this situation. A customer may
disagree with our diagnosis, but that does not mean that anyone lied about
what the diagnosis of the problem was. We would be happy to
go over the diagnosis of the vehicle with the customer if they bring the
vehicle back to us for a further explanation. Thank you, Darrell A. Director of Fixed Operations
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]
Even though the customer can not fully fulfill our request, we may still offer some assistance. We will need to see documentation of the brake work that has been performed prior to this date. Upon review of the receipt from a registered repair shop will we be able to make a decision as to what we can offer.
Thank you,
[redacted]
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. My complaint is not for vehicle design it is "Deceptive Selling Practices". The salesmen was aware of my intentions to upfit the vehicle with my aftermarket wheels/tires before during and after the commission of the sale. The salesmen did not represent the vehicle and the operation of the "Air Suspension" even after I asked him several times about putting my wheels and tires on the truck. He even agreed with me that he did not think the truck would accomodate the 35" tires in the "Off Road 2" mode of the suspension but would accomodate 33" tires of which I purchased under the belief that the truck would stay suspended. The salesmen knew that the decideing factor for me purchasing the [redacted] truck from Armory or a new [redacted] truck from [redacted] of [redacted] was the operation of the "Air Suspension". I would have NEVER purchased this truck had the salesmen represented the functionality of the suspension in the way he should have. I was pressured all the way through this sale. The salesmen was demanding that I take delivery of the vehicle on that Saturday as "We have these quota's that we need to meet" was his reasoning. If I was given the opportunity to research this "Air Suspension" I would have found that it was not what I was looking for. Why would I purchase a vehicle that I had intentions of putting my wheels and tires on that I cannot? It will cost me thousands to do this now because I was lied to by Armory Garage. I could have purchased the [redacted] and had my Wheels installed for the simple purchase of some $85 wheel adapters. Armory Garage KNOWS what they did to me as the uneducated consumer. I asked for my money back less than 24 hours of the time of purchase and have been getting nothing but the runaround. I don't even believe this is legal. I wish they (Armory Garage) would have the integrity to resolve this issue. In closing I agree the vehicle operates as designed. That is not my complaint. My complaint is "DECEPTIVE SELLING PRACTICES" I should have been told that the vehicle would self lower at a determinate speed. The salesmen KNEW of my intentions and we spoke about it several times extensively. He knew I was making my descion on the purchase based on the INACCURATE information he gave me.
Regards,
[redacted]
I would like address the concerns in the customer’s letter. In the case of the service manager admitting fault for the air conditioner not being full, this was not the case. The manufacturer fills new vehicles with refrigerant. When the vehicle came in a year after purchase, it was low on...
refrigerant and we filled it as well as added a dye. The dye will aid in identifying a leak if the vehicle continues to lose refrigerant. The customer called our service manager, Tom H., stating his air conditioner was inoperative. This phone call occurred at approximately 5:30 p.m. Mr. H. tried to offer assistance by getting the vehicle in the next morning. Unfortunately the customer became belligerent with Mr. H. on the phone, compelling him to ask the customer not to return and that we would reach out to him the next day. I reached out to this customer the next morning to follow up on the phone call with the service manager. I offered to find a reasonable solution for the customer’s concern at that time, but received no response to a phone call and an Email (attached). In conclusion, our offer remains for the customer to return so that we may address the concern involving the vehicle’s air conditioning. I am sorry the customer does not feel satisfied with their prior experience, however I do not believe anything was done wrong in this situation. Thank you, Darrell A. Vice President of Fixed Operations Armory Garage Inc.
The customer requested that we repair the vehicle at no cost. That is what we offered (with the only limitation being 100,000 miles on the vehicle. Note: That is 55,000 miles on it more than when the customer purchased it). While we apologize for any inconvenience the customer experienced, we were surprised by the rejection of our offer to repair the vehicle at no charge, which was the desired settlement. We can not offer to make any arrangements to pay for a rental vehicle or for repairs, if the customer decides to bring their vehicle elsewhere. We have offered to do the repair, as requested, at no charge, and feel there is little else we can do. Sincerely, Darrell A. Vice President - Service Operations
We have had our service manager speak with this customer regarding their concerns. In attempting to come to a resolution, the customer would not allow the service manager to offer any possible resolutions to their concerns. As the customer would not allow the service manager to offer any possible...
resolution, it has been left for the customer to call back at any time to speak with the service manager regarding her concerns. Thank you, Armory Garage Inc.
We apologize for the situation and any misunderstandings. Our Service Manager (Tom H.) has reached out (at the number provided) to Ms. [redacted] to offer assistance. It is our goal at Armory Garage to strive for excellent customer satisfaction with each and every one of our customers. According to our...
records the last time the vehicle was in our facility was in November of 2014 with approximately 46,000 miles on it.
We will perform a complimentary diagnostic for the check engine light. If the condition (fault code) is the same as prior we will perform the repairs at no cost to the customer, as long as vehicle has less than 100,000 miles on it. If it is not related we will still offer partial financial assistance.
Sincerely,
Darrell A. Vice President Service Operations
Armory Garage Inc.
I’m sincerely sorry that Mr. [redacted] is apparently experiencing problems with his 2005 [redacted] purchased with 99,862 miles on May 7, 2014. Our records indicate that the vehicle was purchased with a 30 day/1,000 mile (whichever comes first) NYS Used Vehicle limited warranty that covers a...
limited amount of components. The customer did sign that he received a copy. The customer also signed and was given a copy of his purchase agreement, which in order to avoid any confusion after the sale, states that the customer agreed there were “no other agreements” at the time he bought and took delivery of the vehicle.
Our records show that the vehicle was brought in for service two times since purchase, only one of which was within the “Limited Warranty” period.
The first time Mr. [redacted] came into service was on May 16th 2014, we addressed a rattle and noise that were charged to “goodwill” at no cost to the customer, even though they were not covered by the “Limited Warranty”. Mr. [redacted] did have a complaint that the vehicle “shakes when gear is shifting” which could not be duplicated while in our possession.
The second time Mr. [redacted] came into service was on June 9th 2014. At that time Mr. [redacted]’s signed repair order has only one complaint, a “scraping noise when braking”. There is no mention of any transmission or shifting problem on this repair order. We again addressed Mr. [redacted]’s noise with “goodwill” at no charge, in an attempt to satisfy Mr. [redacted], because it was not covered under his “Limited Warranty”.
With all of that in mind, at Armory Garage we take pride in customer satisfaction. If Mr.[redacted] can duplicate an internal transmission problem to us at Armory within 30 days of this letter, we will repair an “internal transmission problem” at no charge, an item no longer covered by any limited warranty since it has long expired. Mr. [redacted] may contact our Service Manager [redacted] at ###-###-#### to set up a time to demonstrate an abnormal for mileage and model “shakes when gear is shifting” problem which would have originally been covered by his limited warranty.
[redacted]
Vice President, Service Operations
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 do not accept this offer for the very fact that they had my car from the 2nd day since purchase to make the necessary repairs. Each time I brought the car to the dealership I was told this was an 'oil issue' and each time they just rest the service engine light. I am not wasting my time for repairs that should have been done from the start! I will be getting the repairs done by my trusted mechanic who would not try to 'up sell' me on unnecessary repairs or gouge me on cost, including my time. I want that portion of the bill reimbursed to me once a copy has been sent to the dealer. This is an issue that should have had parts replaced until the issue was taking care of for a customer that had just purchased the car, that is how you uphold your 'good customer service experience ' that you state you strive for. This dealership is already aware of the issue as each time it was diagnosed the same code came up, but shoulders were shrugged and I was brushed off.
Regards,
[redacted]
This 2nd response will be in more detail because the customer's story in first response to our original explanation has changed since his initial complaint. The information provided here is based on the customer's own words, interview with the salesperson, internal company documents, and other relevant and easily accessible public information. In the original complaint, the customer does not state that he ever asked the salesperson (anything to the effect of) if he could replace the tires after delivery and replace the 20" tires that came standard with his new vehicle with 33" tires, and then be able to "lock the air suspension" in a higher position than designed. The air suspension is designed to return to a height on the highway, due in part to safety reasons. It was never recommended that the manufacturer tires be replaced in the first place. I have attached the manufacturer information on this topic that took only minutes to retrieve on the public website: [redacted].com. The customer states in his response that: "if I was given the opportunity to research this "air suspension" I would have found that it was not what I was looking for". The customer implies that he had such little time between purchase and delivery he was not "given the opportunity to research" this "air suspension". Yet, our internal records (which I have attached) indicate that he contacted us on 10/10/15 about the very vehicle (same VIN) he purchased and took delivery 7 days later on 10/17/15 (that he had researched online, the vehicle purchased). In just a few minutes, a staff member here (unrelated to the sales department) went to the public website: [redacted].com which revealed that the manufacturer "strongly recommends that you use tires equivalent to the originals in size, quality and performance when replacement is needed" (attached). Certainly, in a weeks time, based on what the customer stated in his complaint response, is sufficient to reveal the information on this relevant topic. The customer has requested a replacement vehicle or refund for his new vehicle purchase. The customer does not claim that the vehicle is operating incorrectly or not as designed. Although the customer has modified his complaint since it was first received, even his second customer complaint does not state that any representative of our company incorrectly told him that the vehicle's air suspension system could be changed to accommodate an aftermarket alteration for the purpose of staying in the highest level regardless of speed or road condition. The vehicle came with 20" tires. The customer complaint states he wished to and would be happy with modifying the vehicle with 33" tires. The "air suspension" lowers its height automatically if left in the "higher setting", at highway speeds, for safety and fuel economy. It can not be "locked" up. The original complaint has been modified to imply that the salesperson was aware of the customer's personal intentions after he took delivery. After speaking to the salesperson and after carefully reviewing the customer's complaint, there is no indication that the salesperson stated that the vehicle would accommodate 33" tires (factory tires are 20"). The customer does not seem to consider that the salesperson not gratuitously making statements about modification or alterations to the manufacturer's installed safety settings on the standard air suspension system is not deception, when its not information a salesperson should be giving advice about. It is never recommended to alter manufacturer safety settings. It appears the customer is upset that he can not modify his vehicle with aftermarket parts and/or incorrect sized tires and have the factory installed air suspension system that is standard equipment with the model package purchased, altered from the factory setting to lock in the "higher position" permanently, regardless of the designed safety features. New York State Department of Motor Vehicle (NYSDMS) does not allow a "registered vehicle" delivered to one customer to be returned to a dealership and be re-sold to another customer as a new vehicle (not even "less than 24 hours of the time of purchase"). The customer "implies" that the salesperson lied to him when the customer claims that "I don't even believe this is legal". This is another example, just like the customer erroneously "implying" the salesperson stated he could buy his vehicle with 20" tires and replace them with 33" tires if he locks the air suspension in the highest position, which is not recommended. The customer fails to mention that he researched this very same vehicle online a week prior to taking delivery and then claims "if only" he had enough time to research the air suspension. This customer, in our opinion, is far from the the "uneducated" consumer he is claiming. All indications to us point to a very savvy shopper. With all of the information and documentation we have provided versus the contradictory statements made by the customer, we strongly believe there is a lack of substantiation to support a very serious claim like deceptive selling practices. The customer's "Desired Settlement" is listed as Replacement, detailed as "trade-in truck and money back" OR alteration/modification to the manufacturer installed safety setting ("Fixed"). While I certainly apologize if the customer is not fully satisfied due to this situation, after careful review, I can not authorize either resolution of this kind. Sincerely, Joseph K., Executive Vice President, Armory Garage Inc.
Please read attachment.
The customer may call and speak with Darrell A. at ###-###-####. However, after the way Tom portrayed the discussion we believe that it would be beneficial for you to be on the call as well as an unbiased third party. Thank you, Armory Garage
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 don't have the parts, but have the receipt. I can check with my mechanic if he still has the parts.
Regards,
[redacted]
We do apologize for any inconvenience this may have caused Ms. [redacted]. Unfortunately, if the problem with her vehicle is not occurring at the time the vehicle is evaluated by a technician, our options are limited.
We can certainly understand how frustrating it can be to have an intermittent...
concern that does not result in a definitive diagnosis, including trying to utilize her on board computer diagnostics. The comments that Ms. [redacted] claimed that Tom said, if corroborated, will be taken very seriously and will result in disciplinary action. We appreciate Ms. [redacted]’s business very much.
Armory Garage Inc. is an independent franchised [redacted] dealership. There are about six other area dealers “factory authorized” to repair her vehicle. We understand that Ms. [redacted] is frustrated but her frustration manifested itself to a level that became intolerable and subsequently, she was asked not to return. Ms. [redacted] has six other area independent dealerships to choose from, as close as 6 miles away from us, if she feels they can provide better service.
If she chooses to return, she does so knowing the difficulty we have, if the vehicle does not demonstrate the problem here again.
It should be noted that on her most recent visit, the vehicle’s “basic warranty” had expired and the “diagnostic charge” was still not applied.
Sincerely,
Darrell A. Vice President Service Operations
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 was in no way out of line in my actions taken to try to fix the vehicle. Again the customer service department triing to cover up their poor customer service. No way I would ever go back and do business with such a place. "Belligerent", if I was so belligerent why would tom h. call my phone several times in attempt to argue and proceeded to tell me he would have me arrested if I was to come on the property. Then the next day he called me again after I told him to no longer call my phone that by continuing to call he was harassing me, and tried to cover up his actions by telling me to come back in and get my car fixed. What a joke! Still no appoligy this company stands behind management that treats customers horrible.
Regards,
[redacted]
The vehicle mechanical repairs were still covered by the limited warranty. We apologize if the customer thought otherwise due to any miscommunication by anyone here. However, in order to satisfy the customer and per the customer's request, Armory Garage Inc. replaced the vehicle that was the...
subject of the complaint with a different vehicle of the customer's choice.
In our attempt to resolve Mr. [redacted]’s issue, members of our management team
reached out to the customer to address the issues with the purchased vehicle.
In the process of finding a desirable resolution regarding mechanical repairs
for the purchased 2007 [redacted], the customer inquired...
about trading the pre-owned
[redacted] in toward the purchase of a New 2014 [redacted] in lieu of mechanical
repair of the pre-owned [redacted]. In order to properly compensate the customer for
the already purchased [redacted], a trade in credit equal to the “vehicle price” for
which he purchased the [redacted] for, was applied toward the New 2014 [redacted].
Upon delivery of the New 2014 [redacted], the customer presented
Armory management a letter documenting his satisfaction with his overall positive
purchase experience. The letter goes as far as to say, “I wouldn’t hesitate to
recommend” Armory. (Please see attached letter, signed and dated, from the
customer.)
Thank you,
[redacted]
V.P. Service Operations
Armory Garage Inc.
Please see the FIVE pages attached that include a two page response and additional supporting documentats
I have reviewed the events concerning the visit to our dealership referenced by Mr. [redacted]. I would first like to
apologize if Mr. [redacted]'s call was not returned promptly. We pride ourselves on
providing excellent customer service. Our
Service Manager has since reached out to Mr. [redacted], but has...
not received a call back. In regards to the work performed to the vehicle, all of the items documented on the repair order were completed, which included a manufacturer's recall and a synthetic oil change. The diagnosis for the
noise complaint given by the customer was performed by a manufacturer trained technician based on
the vehicle's condition at that time. I see no evidence to suggest that
anyone intentionally did anything wrong in this situation. A customer may
disagree with our diagnosis, but that does not mean that anyone lied about
what the diagnosis of the problem was. We would be happy to
go over the diagnosis of the vehicle with the customer if they bring the
vehicle back to us for a further explanation. Thank you, Darrell A. Director of Fixed Operations
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]
Even though the customer can not fully fulfill our request, we may still offer some assistance. We will need to see documentation of the brake work that has been performed prior to this date. Upon review of the receipt from a registered repair shop will we be able to make a decision as to what we can offer.
Thank you,
[redacted]
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. My complaint is not for vehicle design it is "Deceptive Selling Practices". The salesmen was aware of my intentions to upfit the vehicle with my aftermarket wheels/tires before during and after the commission of the sale. The salesmen did not represent the vehicle and the operation of the "Air Suspension" even after I asked him several times about putting my wheels and tires on the truck. He even agreed with me that he did not think the truck would accomodate the 35" tires in the "Off Road 2" mode of the suspension but would accomodate 33" tires of which I purchased under the belief that the truck would stay suspended. The salesmen knew that the decideing factor for me purchasing the [redacted] truck from Armory or a new [redacted] truck from [redacted] of [redacted] was the operation of the "Air Suspension". I would have NEVER purchased this truck had the salesmen represented the functionality of the suspension in the way he should have. I was pressured all the way through this sale. The salesmen was demanding that I take delivery of the vehicle on that Saturday as "We have these quota's that we need to meet" was his reasoning. If I was given the opportunity to research this "Air Suspension" I would have found that it was not what I was looking for. Why would I purchase a vehicle that I had intentions of putting my wheels and tires on that I cannot? It will cost me thousands to do this now because I was lied to by Armory Garage. I could have purchased the [redacted] and had my Wheels installed for the simple purchase of some $85 wheel adapters. Armory Garage KNOWS what they did to me as the uneducated consumer. I asked for my money back less than 24 hours of the time of purchase and have been getting nothing but the runaround. I don't even believe this is legal. I wish they (Armory Garage) would have the integrity to resolve this issue. In closing I agree the vehicle operates as designed. That is not my complaint. My complaint is "DECEPTIVE SELLING PRACTICES" I should have been told that the vehicle would self lower at a determinate speed. The salesmen KNEW of my intentions and we spoke about it several times extensively. He knew I was making my descion on the purchase based on the INACCURATE information he gave me.
Regards,
[redacted]
I would like address the concerns in the customer’s letter. In the case of the service manager admitting fault for the air conditioner not being full, this was not the case. The manufacturer fills new vehicles with refrigerant. When the vehicle came in a year after purchase, it was low on...
refrigerant and we filled it as well as added a dye. The dye will aid in identifying a leak if the vehicle continues to lose refrigerant. The customer called our service manager, Tom H., stating his air conditioner was inoperative. This phone call occurred at approximately 5:30 p.m. Mr. H. tried to offer assistance by getting the vehicle in the next morning. Unfortunately the customer became belligerent with Mr. H. on the phone, compelling him to ask the customer not to return and that we would reach out to him the next day. I reached out to this customer the next morning to follow up on the phone call with the service manager. I offered to find a reasonable solution for the customer’s concern at that time, but received no response to a phone call and an Email (attached). In conclusion, our offer remains for the customer to return so that we may address the concern involving the vehicle’s air conditioning. I am sorry the customer does not feel satisfied with their prior experience, however I do not believe anything was done wrong in this situation. Thank you, Darrell A. Vice President of Fixed Operations Armory Garage Inc.
The customer requested that we repair the vehicle at no cost. That is what we offered (with the only limitation being 100,000 miles on the vehicle. Note: That is 55,000 miles on it more than when the customer purchased it). While we apologize for any inconvenience the customer experienced, we were surprised by the rejection of our offer to repair the vehicle at no charge, which was the desired settlement. We can not offer to make any arrangements to pay for a rental vehicle or for repairs, if the customer decides to bring their vehicle elsewhere. We have offered to do the repair, as requested, at no charge, and feel there is little else we can do. Sincerely, Darrell A. Vice President - Service Operations
We have had our service manager speak with this customer regarding their concerns. In attempting to come to a resolution, the customer would not allow the service manager to offer any possible resolutions to their concerns. As the customer would not allow the service manager to offer any possible...
resolution, it has been left for the customer to call back at any time to speak with the service manager regarding her concerns. Thank you, Armory Garage Inc.
We apologize for the situation and any misunderstandings. Our Service Manager (Tom H.) has reached out (at the number provided) to Ms. [redacted] to offer assistance. It is our goal at Armory Garage to strive for excellent customer satisfaction with each and every one of our customers. According to our...
records the last time the vehicle was in our facility was in November of 2014 with approximately 46,000 miles on it.
We will perform a complimentary diagnostic for the check engine light. If the condition (fault code) is the same as prior we will perform the repairs at no cost to the customer, as long as vehicle has less than 100,000 miles on it. If it is not related we will still offer partial financial assistance.
Sincerely,
Darrell A. Vice President Service Operations
Armory Garage Inc.
I’m sincerely sorry that Mr. [redacted] is apparently experiencing problems with his 2005 [redacted] purchased with 99,862 miles on May 7, 2014. Our records indicate that the vehicle was purchased with a 30 day/1,000 mile (whichever comes first) NYS Used Vehicle limited warranty that covers a...
limited amount of components. The customer did sign that he received a copy. The customer also signed and was given a copy of his purchase agreement, which in order to avoid any confusion after the sale, states that the customer agreed there were “no other agreements” at the time he bought and took delivery of the vehicle.
Our records show that the vehicle was brought in for service two times since purchase, only one of which was within the “Limited Warranty” period.
The first time Mr. [redacted] came into service was on May 16th 2014, we addressed a rattle and noise that were charged to “goodwill” at no cost to the customer, even though they were not covered by the “Limited Warranty”. Mr. [redacted] did have a complaint that the vehicle “shakes when gear is shifting” which could not be duplicated while in our possession.
The second time Mr. [redacted] came into service was on June 9th 2014. At that time Mr. [redacted]’s signed repair order has only one complaint, a “scraping noise when braking”. There is no mention of any transmission or shifting problem on this repair order. We again addressed Mr. [redacted]’s noise with “goodwill” at no charge, in an attempt to satisfy Mr. [redacted], because it was not covered under his “Limited Warranty”.
With all of that in mind, at Armory Garage we take pride in customer satisfaction. If Mr.[redacted] can duplicate an internal transmission problem to us at Armory within 30 days of this letter, we will repair an “internal transmission problem” at no charge, an item no longer covered by any limited warranty since it has long expired. Mr. [redacted] may contact our Service Manager [redacted] at ###-###-#### to set up a time to demonstrate an abnormal for mileage and model “shakes when gear is shifting” problem which would have originally been covered by his limited warranty.
[redacted]
Vice President, Service Operations
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 do not accept this offer for the very fact that they had my car from the 2nd day since purchase to make the necessary repairs. Each time I brought the car to the dealership I was told this was an 'oil issue' and each time they just rest the service engine light. I am not wasting my time for repairs that should have been done from the start! I will be getting the repairs done by my trusted mechanic who would not try to 'up sell' me on unnecessary repairs or gouge me on cost, including my time. I want that portion of the bill reimbursed to me once a copy has been sent to the dealer. This is an issue that should have had parts replaced until the issue was taking care of for a customer that had just purchased the car, that is how you uphold your 'good customer service experience ' that you state you strive for. This dealership is already aware of the issue as each time it was diagnosed the same code came up, but shoulders were shrugged and I was brushed off.
Regards,
[redacted]
This 2nd response will be in more detail because the customer's story in first response to our original explanation has changed since his initial complaint. The information provided here is based on the customer's own words, interview with the salesperson, internal company documents, and other relevant and easily accessible public information. In the original complaint, the customer does not state that he ever asked the salesperson (anything to the effect of) if he could replace the tires after delivery and replace the 20" tires that came standard with his new vehicle with 33" tires, and then be able to "lock the air suspension" in a higher position than designed. The air suspension is designed to return to a height on the highway, due in part to safety reasons. It was never recommended that the manufacturer tires be replaced in the first place. I have attached the manufacturer information on this topic that took only minutes to retrieve on the public website: [redacted].com. The customer states in his response that: "if I was given the opportunity to research this "air suspension" I would have found that it was not what I was looking for". The customer implies that he had such little time between purchase and delivery he was not "given the opportunity to research" this "air suspension". Yet, our internal records (which I have attached) indicate that he contacted us on 10/10/15 about the very vehicle (same VIN) he purchased and took delivery 7 days later on 10/17/15 (that he had researched online, the vehicle purchased). In just a few minutes, a staff member here (unrelated to the sales department) went to the public website: [redacted].com which revealed that the manufacturer "strongly recommends that you use tires equivalent to the originals in size, quality and performance when replacement is needed" (attached). Certainly, in a weeks time, based on what the customer stated in his complaint response, is sufficient to reveal the information on this relevant topic. The customer has requested a replacement vehicle or refund for his new vehicle purchase. The customer does not claim that the vehicle is operating incorrectly or not as designed. Although the customer has modified his complaint since it was first received, even his second customer complaint does not state that any representative of our company incorrectly told him that the vehicle's air suspension system could be changed to accommodate an aftermarket alteration for the purpose of staying in the highest level regardless of speed or road condition. The vehicle came with 20" tires. The customer complaint states he wished to and would be happy with modifying the vehicle with 33" tires. The "air suspension" lowers its height automatically if left in the "higher setting", at highway speeds, for safety and fuel economy. It can not be "locked" up. The original complaint has been modified to imply that the salesperson was aware of the customer's personal intentions after he took delivery. After speaking to the salesperson and after carefully reviewing the customer's complaint, there is no indication that the salesperson stated that the vehicle would accommodate 33" tires (factory tires are 20"). The customer does not seem to consider that the salesperson not gratuitously making statements about modification or alterations to the manufacturer's installed safety settings on the standard air suspension system is not deception, when its not information a salesperson should be giving advice about. It is never recommended to alter manufacturer safety settings. It appears the customer is upset that he can not modify his vehicle with aftermarket parts and/or incorrect sized tires and have the factory installed air suspension system that is standard equipment with the model package purchased, altered from the factory setting to lock in the "higher position" permanently, regardless of the designed safety features. New York State Department of Motor Vehicle (NYSDMS) does not allow a "registered vehicle" delivered to one customer to be returned to a dealership and be re-sold to another customer as a new vehicle (not even "less than 24 hours of the time of purchase"). The customer "implies" that the salesperson lied to him when the customer claims that "I don't even believe this is legal". This is another example, just like the customer erroneously "implying" the salesperson stated he could buy his vehicle with 20" tires and replace them with 33" tires if he locks the air suspension in the highest position, which is not recommended. The customer fails to mention that he researched this very same vehicle online a week prior to taking delivery and then claims "if only" he had enough time to research the air suspension. This customer, in our opinion, is far from the the "uneducated" consumer he is claiming. All indications to us point to a very savvy shopper. With all of the information and documentation we have provided versus the contradictory statements made by the customer, we strongly believe there is a lack of substantiation to support a very serious claim like deceptive selling practices. The customer's "Desired Settlement" is listed as Replacement, detailed as "trade-in truck and money back" OR alteration/modification to the manufacturer installed safety setting ("Fixed"). While I certainly apologize if the customer is not fully satisfied due to this situation, after careful review, I can not authorize either resolution of this kind. Sincerely, Joseph K., Executive Vice President, Armory Garage Inc.