Arrow Truck Sales Incorporated

Please attach a copy of the tow bill or email it to *** I have never been able to see an attachment for it in the Revdex.com correspondenceThanks and have a great day

I hope this refund gets to the lienholder by the 1st week in January 2016, I rest my case for now

We will be refunding the requested $Thank you and sorry for any inconvenience

The quote we sent was honored, as can be clearly seen between his final selling price and the quoteHe was not charged for crossbars as can be seen on the quote and the final price he paidHe did not put money down but his contact shows 1k down, that is the loyalty moneyHe has not responded to any of those factsHow does he explain the $down listed on the contract and applied to the final amount when he did not actually put money down? How does he explain that the final price he paid is a bit less than the quote sent and produced as proof? The only promises made were to honor the quote sent by Brittany, which was doneUntil Mr*** can show anything to the contrary, which he has failed to do so far, *** Cars of Katy stands by it's actionsRob Wootten, the gsm, made it clear to Mr*** that he was not going to give him running boards, and Mr*** told him to think about it and get back to himRob told him he was not going to get back with him because the decision was madeIf Mr*** needs verification that the *** loyalty money is applied as down payment, he can contact *** to verify that's how they require it be appliedAgain, we apologize that he feels the way he does, but he is mistaken in all of his assertions, we have shown proof of that and he has come to the table with noneThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
I will settle for the towing reimbursement as well as the lifetime oil change refundI am not comfortable having my car service done at your dealershipI will forgo the day off work and the danger I was put in on the toll roadI have been extremely disappointed at the way this has been handled on top of the incident happening

Chris *** did receive you emailHe got with the service director, who has attempted to call you timesHe says it goes to voicemail and then the message says your voicemail is full, and as a result, he cannot leave a messageAccording to *** Honda, it was your plastic oil pan splash
shield that was damagednot your oil panYour service date for an oil change with us was on 5/19/2016, two moths before this incidentWe spoke to Honda *** and they advised that they did not tell you it was improperly installed, but that there were fasteners missing at the lower pan shieldThe shield was replaced under warranty through HondaThe amount of time that passed between your service with us and the incident, and the warranty coverage of the item, would indicate that it was not the result of negligence on our part, though it's not impossibleIn the spirit of goodwill ,we will reimburse you for your tow charge. I am not able to see the tow bill here, so If you will forward it to ***, we will reimburse youThank you and have a great day

Please allow me to get with the general manager about any possible refund. He is ot of town at the moment and will be back on Monday. I will advise at that time. Thanks.

We never agreed to the numbers you claimed. We sent a quote for 35286 plus 880 for destination, plus 299 for tint, plus 638 for propack, with a note that if you met the loyalty stipulations, you would qualify for another $1000.00 in loyakty incentive. You opened that quote at 5/23 at 8:52 pm. You paid that amount minus roughly $50.00. The loyalty was applied as down payment on your behalf. We honored our quote. We have proof of what we sent and that you paid that amount. Nowhere was there any agreement to give you any dealer adds for free. You had the opportunity to see all of this disclosed, in writing, on both the buyer's order and the contract before you initialed and signed them in many places, and on the quote well before that. Again, we stand by our actions. We did none of the things you claim. And we have it all in emails and writing as proof. We will produce all of these items for any entity you file a complaint with. We will no longer respond through this forum as you have yet to produce any evidence of your claims. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  I will look for your response.

We are sorry to hear of your frustration. You may be confusing the vehicle [redacted] with the 5/60 oil change package. The [redacted] is able to be used at any Honda dealer. The value package, which is a 5/60 oil change package, is exclusive to Honda Cars of Katy. They are two separate...

policies. As you kept mentioning [redacted] in your complaint, it leads me to believe that you may have thought the oil change package is connected to the [redacted], which is not the case. So, when you were told the [redacted] can be used at any Honda dealer, that was true. It's not very clear in your complaint, but it sounds as if you got an oil change at the other dealer, which is not covered by the [redacted] but is covered here by the value package. If you got anything additional done that is not regular maintenance and it was not covered, please advise me, as it should be. Thanks and I hope this clears things up. Feel free to call me at 281.994.0055 xtn 1402 for any more questions.

This complaint is currently being investigated by another state agency. As such, we cannot comment and will abide by the decision of [redacted] Thank you.

Date Sent: 12/18/2015 2:29:25 PMIt's actually the customer's responsibility to make sure the information is correct, that's why we have you sign the cancellation form, verifying it's accuracy. I have attached the forms again, if you cannot see them, you will have to contact the Revdex.com to see why you can't see them. As I stated, part of the delay is that you canceled so quickly after you agreed to the coverage. The initial coverage was still in the process stages. Had you cancelled at a later time, I'm told it would have been quicker. I can't tell you what the warranty company said or their processes. I only know that we sent the cancellation in in a timely manner, cut the check to the lienholder within a week of receiving a statement from them stating it had been cancelled, then resent the check when [redacted] sent it back to us, as you can see in the attachments. It serves us no purpose to hold up your money, we gain nothing by doing so, other than having to take time to answer a complaint from an angry customer, which we don't like any more than you do. I'm not sure why you think that we are somehow benefitting from it, but we're not. We are not collecting your interest. Neither is the warranty company. The check was reissued on 12/15, as can be seen in the attachments. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint Again, no name, what are you people afraid of?  And NO I was not allowed to see the buyers order for the final numbers. I thought I ask for some truthful responsesAnd I still don't have the names to put on the service paper for the small claims court.  From this point on Illl will assume it will be the General Managers name.See you in court.
Regards,[redacted]

We are certainly sorry for the inconvenience and fully understand your frustration. The airbag recall has been very difficult, for all dealers. The repair parts are trickling in, causing weeks and months of waiting. The parts are also vin specific, in most cases, meaning they are a forced first...

come, first serve. Loaner and rental cars are virtually exhausted. We are at the mercy of outside sources and are coping as best as possible, given the unusual circumstances. That being said, we do have a CRV available for loaner if you'd like to swap out. Please contact [redacted], he is holding it for you. As for the waiting issue, I'm afraid you will have to contact Honda. The recall and parts are being directed and supplied by them. I know you've already spoken to them, but this is all we can do on our end. Again, I understand your frustration. My [redacted] is also under recall and I've been waiting for months, as well. I was also asked to drive it in the meantime. This is a far reaching, many model, massive recall that few dealers are properly equipped to handle. We are truly doing the best we can. Thanks for your patience and you can reach Jason at [redacted]

We have reviewed the recording of the finance session with the the [redacted] and [redacted] never told them anything other than the vehicle service contract was cancellable. We would invite the [redacted] to come review it to confirm. Warranty contracts have to state they they are cancellable, but not that...

they are not. Non cancellation is assumed unless otherwise stated, as it is on the vehicle service contract. We apologize for any misunderstanding, but at no time told them the other warranites are cancellable. Please contact Justin W[redacted] at [redacted]5 xtn [redacted] to set an appointment to come see the recording. We purge the recordings every couple of months, but will hold this one in queue for another week to allow them to view it. Thank you.

[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 [redacted] and find that this resolution would be satisfactory to me.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
I emailed the receipt to you just now.  If you would like a more detailed receipt I can contact Milstead and ask if they can send me one.  Please let me know if you do not receive it.Thank you,[redacted]

We are sorry [redacted] feels this way and he certainly can cancel the vehicle service contract. I have included in the attachments all the disclosures [redacted] signed, which do list the coverage details and charges...he did sign or initial next to them. If he could give further explanation on how...

he was decieved into signing them, I will certainly appreciate that and look into it. The sales staff only discuss the first year coverage, nothing additional, and what [redacted] signed was for additional coverage above and beyond the first year. Please see attached and advise. Thank you.

[redacted] did bring her car in for an oil change. Our lube technician changed the oil but heard a knock coming from the engine. With [redacted]’ approval and an explanation of the noise he was hearing, the technician then brought the vehicle to the shop foreman to diagnose the knock. We...

supplied her with a loaner vehicle so she could go about her business as we went about the business of diagnosing the engine. The shop foreman, suspecting that the technician forgot to put the oil back in and ran it dry, as has happened in the past, pulled the bottom of the engine to check for scoring on the crank shaft and bearing, which would be the markers of running the engine without oil. He found none. He then thought that maybe the technician put too much oil in the car causing a rod to bend on the upper end. The rods were fine. We have had technicians make mistakes in the past and will more likely than not make them in the future. We have, and no doubt will, replace those engines. It is a cost of doing business and one we anticipate periodically, like any dealership or major repair facility.
Knowing that the issue was not with a lack of, or too much, oil in the engine, the foreman began looking deeper. He found metal shavings in the oil pan, an oil pan that had been replaced with far too much silicon, and rust on the cams, which should never be there and proved that the engine had been opened and exposed to the elements.  The front crank and bearing #1 were coming apart, a process that takes time and is usually the result of a defect, improper repair or many, many years of wear and tear, but certainly not a condition that should occur otherwise, particularly on a fairly new vehicle.  After researching further, the foreman discovered that the vehicle bore a salvage title. A salvage title is issued when a vehicle is totaled, put back together and resold. The newer the vehicle, the more sever the damage, as insurance companies issue a total loss when the damage is at or more that 75% of the car’s value.
We called [redacted] to see if they would warranty the engine, but once the condition of the engine was disclosed, along with the disclosure of the salvage title, [redacted] declined to warranty the engine.
We explained our findings and [redacted] decision to [redacted], in Spanish, to assure her understanding. She told us to fix the car as it must be our fault. As it was rather the fault of whoever repaired the engine damage from the accident, we declined. We told her we would put the engine back together and she could take the car. She said to leave it as it was, she was sending in her expert mechanic.
Her mechanic came in and said we ran the car without oil. When we pointed out that there was no scoring on the crank and bearing and that scenario was therefore impossible, he said we must have put too much oil in it, then. When we proved that there was no bent rod and that that could not be the case, he then switched back to his assertion that we must not have put oil in it, and pointed to the dirty oil that had been dripping from the pump and had not had the chance for the new  oil run through it. We were a bit confused as to his qualifications, as it was clear where the oil was dripping from, and should have been obvious to any shade tree mechanic, let alone an expert.
We then received a call from a woman who claimed she was an attorney, though not representing [redacted], and also a special agent with the FBI, who demanded that we do something about it. When we explained to her the issues, which she was not aware of, and asked why she was using her title of an attorney and an [redacted] agent in communicating with us, though the [redacted] was not investigating and she was not the attorney of record, she became far less aggressive and asked us to put the car back together. As she was not the customer, we could not take directives from her. We have been trying to reach [redacted] to see how she would like to proceed, but she has yet to return any or our numerous calls to her.
We suspect that the overuse of silicon in the previous repair caused it to break up and get sucked into the bearing. This would certainly fit with what we see going on in the engine. It was simply a poor repair, as also evidenced by the engine being open and exposed to the elements. The repair was not done in a professional shop
We have been very patient, but at this point, [redacted] needs to collect her vehicle. We will gladly put it in the shape it was when we received it at no charge, but that will be the extent of what we can do. We will begin charging storage on April 4th, as we need the room immediately to service the current airbag recall through [redacted]. We have many cars waiting on parts for that recall and those vehicles are beginning to stack up, as [redacted] has approved loaners for the owners of those vehicles until they are repaired.
 
While we never like to tell a customer no or ask them to have another [redacted] dealer or [redacted] certified technician to look at their car, we are doing so in this case. Thank you.

Date Sent: 12/14/2015 6:30:16 PMWe apologize for the delay, but did turn in all the cancellation paperwork to the warranty company. They advised that a check for the gap was mailed to the lienholder on 11/24/2015. They also advised that they were processing the credit life and disability coverage...

and it would reflect on the next statement to us and the check for those cancellations would be issued to the lienholder within the next two weeks. Please check with the lienholder to assure they received the gap cancellation, though you should receive notification in the mail. You are welcome to call the warranty company to confirm, but we have done everything that needed to be done on our end. Thank you.