Arroyo Foot & Ankle Clinic

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Contact Name and Title: Monica [redacted] Corp Counsel Contact Phone: XXXXXXXXXX Contact Email: [redacted] @senkhrc.com On Wednesday July 29, John [redacted] sales person at Kelley Automotive Group, agreed to hold a used Corvette for Mr [redacted] for hoursHe informed Mr [redacted] that he would secure a loan for the vehicle within the hour periodMr [redacted] left his credit card number with Mr [redacted] Mr [redacted] did not run the cardMr [redacted] was never charged a $deposit On July 30, Mr [redacted] contacted Michelle [redacted] a phone sales representative for the Kelley Group, when he was unable to reach Mr [redacted] via telephoneHe explained he was trying to get John to "wrap up deal." Ms [redacted] explained that she could try to get him a better rate and instructed him to fill out the credit application online to initiate the processHer conversation with Mr [redacted] ended at thatThe rate generated by the credit application was not better than the rate Mr [redacted] had been quoted by his chosen institutionMs [redacted] did not discuss holding the vehicle for MR [redacted] , nor is it within her job duties or description to do soShe solely handles telephone and internet matters On Friday July 31, well after his hour hold had expired, Mr [redacted] spoke with Mr [redacted] via telephone and emailMr [redacted] asked Mr [redacted] to price a new Corvette for him, versus the used one they had previously discussed(see attached email conversation) Mr [redacted] also continued to discuss the price of the used vehicle with [redacted] , in an attempt to renegotiate a better priceMr [redacted] informed Mr [redacted] on July that other people had been trying to sell the used Corvette and that it had been sold to someone elseThe sale of the used Corvette at issue was July 31, and the delivery of the vehicle to its owner was August 1, In a subsequent conversation with the Vice-President of Sales and General Manager of Kelley Chevrolet, Mr [redacted] stated that he realizes now that he should have committed to purchase the vehicle on Wednesday July, 29th The proper way to secure a vehicle at the Kelley Automotive Group is to agree on a price, sign a commitment to purchase document and place a down payment on the vehicleMr [redacted] should not have agreed to hold the Corvette for Mr [redacted] Such "holds" are against Kelley policy and practiceHowever, in this case Kelley Automotive did hold the vehicle for the agreed upon hoursMr [redacted] continued to negotiate not only on the price of the used Corvette, but also sought out purchase information on a new CorvetteThere was no agreement to hold the vehicle beyond the hour period, and Mr [redacted] can point to no such agreementFurthermore, his interest in a new vehicle and continued attempts to negotiate the price on the used vehicle indicate that no agreement was ever reached for the purchase of any vehicle Kelley Automotive continues to work with Mr [redacted] to find him the vehicle he desiresWe do hope this relationship continuesIt is unfortunate that he didn't purchase the vehicle at issueHowever, Kelley Automotive has in no way breached any agreement for the sale of that vehicleAll sales individuals have been reminded that NO holds are to be placed on any vehicles, as has always been the proper policy OFFER: Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) In Kelley Automotive Group's (KAG) response, they state that salesperson Michelle [redacted] did not discuss holding the car for me "Ms [redacted] explained that she could try to get him a better rate and instructed him to fill out the credit application online to initiate the processHer conversation with Mr [redacted] ended at that." This is an error, as I pointedly discussed the hold with Ms [redacted] I told her that Mr [redacted] said my deposit was only good for hours and I was concerned about holding the car while they tried to get a better finance rateShe stated they were very busy due to the end of the month and they need time to try and process my credit applicationFurther, Ms [redacted] told me that it would probably be the next day before they would have the results of the credit inquiry, so I pointed out what Mr [redacted] had told me and Ms [redacted] assured me the car would be held for meKAG states it's not within the sales persons authority to hold a vehicle by deposit over the phone, but both salespersons assured me the car was held, and therefore acted outside their scopeI as the customer have no way of knowing the internal policy of KAG and acted in good faith on my part, there is no statement of policy on their website KAG also stated in their response, "Mr [redacted] informed Mr [redacted] on July that other people had been trying to sell the used Corvette and that it had been sold to someone else." I told Mr [redacted] that I wanted the car on the morning of the 31st, I was informed at 5:EST the car was soldYes, I did try to see if they could drop the price a little more, but once he said they would not since there was other interested parties, I told him directly that I would purchase the car at the asking price KAG further stated in the response, "In a subsequent conversation with the Vice-President of Sales and General Manager of Kelley Chevrolet, Mr [redacted] stated that he realizes now that he should have committed to purchase the vehicle on Wednesday July, 29th." In the conversation I had with Vice President Brian [redacted] he explained their policy and that the Mr [redacted] should not have agreed to accept a depositI told Mr [redacted] that had Mr [redacted] told me the policy, not accepted my deposit (thus making me think I had time to arrange financing), then I would have completed the deal immediately after I had secured the financing with USAA on the evening of July 29thTherefore KAG's above statement misconstrues the conversation and what I stated during the phone call I find it difficult to believe KAG does not feel a potential customer has a right to try and negotiate a better price for a vehicle they have for saleAs for my inquiry regarding a new corvette, I did discuss with Mr [redacted] what might be the price difference between a less equipped new model versus a fully equipped used model, but quickly determined that Mr [redacted] points regarding the used vehicle were valid and agreed the used corvette (that I had placed the deposit upon) was the better way to goThat is why I told Mr [redacted] I would agree to the asking price and purchase the carIt is true I cannot point to an agreement because it was verbal over the phone with Mr [redacted] (and Ms [redacted] KAG concedes earlier in their response that Mr [redacted] did agree to accept my credit card number and place a deposit on the carThey neglect to mention that Ms [redacted] reiterated on the evening of July 30th that the hold would be honored to give the dealership time to try and get a better finance rate for me I am not trying to say that KAG broke a written agreement, but rather a verbal oneThere is no way for a customer to know what is the internal policy of KAG since it is not stated on their website anywhereWhen two different agents of KAG tell me that the car was held for me, how am I to know they have in fact misled me and acted outside the scope of KAG policyI am familiar with the phrase "Caveat Emptor", but I feel the verbal contract should have been honored and if KAG cannot do so, they should cease to do business over the phone or internet since the only promises they feel they need keep must be in writing Vice President [redacted] did state in our telephone conversation that he would try and find another car or explore what the best possible deal he could get me on a new one would beBut I have not received any further communication from MrLytle since approximately August 6th, two weeks; so I have assumed they are no longer concerned with addressing the issue and are now only trying to do what they can to mitigate the damage to their reputation via Revdex.com.orgI did receive a phone call from Kennisha with General Motors Corporation on August 10th regarding the compliant I filled with GMShe assured me that someone would be contacting me from KAG within two days, but that never occurred Since KAG has made no further offer or attempt, to rectify the breaking of a verbal contract, I can only conclude they have no desire to do soTherefore I cannot accept their response (or lack thereof) as a satisfactory resolution of my complaint, so the complaint stands Final Business Response / [redacted] (4000, 10, 2015/09/03) */ Contact Name and Title: Monica [redacted] Corp Counsel Kelley Automotive understands Mr [redacted] 's frustrationsHowever, the fact that there was ongoing negotiation between Mr [redacted] and Kelley Automotive, well beyond the hour hold time, indicates that there NEVER was an agreement reached to purchase the vehicleFurthermore, Kelley Automotive has taken steps for this situation to be avoided in the future by engaging in reminder training for all sales staff that it is strictly against policy to hold a vehicle for a customer without a signed agreement to purchaseMr [redacted] has brought the issue to the company's attention and it has been rectifiedBeyond that action, [redacted] Automotive is unsure as to what it can doMr [redacted] has not been harmed in any way and has not been charged any moneyKelley Automotive regrets that they did not come to terms with Mr [redacted] for the purchase of the used CorvetteNevertheless, that vehicle has been sold and cannot be made available for purchase OFFER: Final Consumer Response / [redacted] (2000, 13, 2015/09/04) */ At this point I will accept written apologies from MrJohn [redacted] and MsMichele [redacted] Mr [redacted] accepted my credit card number and told me I had a valid deposit on the vehicle on July 29th and Ms [redacted] told me on the evening of July 30th that my deposit was still valid despite the expiration of the hour period Mr [redacted] statedIf they had followed policy and told me what was required of me to complete the purchase instead of telling me I had time to secure financing, this situation would not have occuredThe written apologies from Mr [redacted] and Ms [redacted] , along with KAG's assurance that it will not occur again (which has already been given) will satisfy me at this point and close the dispute

The facts of this complaint are very straight forward The Customer purchased the vehicle on 2/26/ The title was processed and mailed to the customer 3/6/The title was Delivered and signed for on 3/8/ The Customer called on 4/12/saying that he never received their title work A duplicate title was ordered the same day on 4/12/ The duplicate title was received at the Kelley accounting office on 4/and processed and mailed out via USPS The Customer signed for the title on 4/18/ Attached are screen shots of Customer Comments, the UPS and the USPS delivery receipts Kelley is unaware of the nature and basis of the Customer's complaint

Initial Business Response /* (1000, 5, 2015/09/30) */
Contact Name and Title: Monica *** Corp Counsel
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@kelleyauto.com
Could the gentleman complainant please provide some additional information so that I may investigate this matter fully? The
date of purchase, name of salesperson, VIN, make, model and year of vehicle would all be pertinent to tracking down this vehicle and the handling of the saleThank you
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The purchase date was 1-17-2015,Tom *** salesperson, Chevrolet Trailblazer, vin # 1GNDT13SXXXXXXXXX
Final Business Response /* (1000, 12, 2015/10/26) */
Mr*** salesperson, was questioned regarding this vehicleHe does recall taking the vehicle to service and having the check engine light investigatedThe check engine light at the time was for a loose gas capA "check engine light" can come on for a myriad of reasonsThere was no indication at the time of the sale that the vehicle had any other issuesThe vehicle was an older aged, high miles vehicle and it certainly could have mechanical and wear issues, as well as faulty sensors, that were undetectedHowever, the vehicle was not misrepresented to the customer, nor was the customer lied to about the check engine light

Initial Business Response /* (1000, 5, 2015/08/18) */
Contact Name and Title: Monica *** Corp Counsel
Contact Phone: XXXXXXXXXX
Contact Email: ***@senkhrc.com
On Wednesday July 29, John *** sales person at Kelley Automotive Group, agreed to hold a used Corvette for Mr***
for hoursHe informed Mr*** that he would secure a loan for the vehicle within the hour periodMr*** left his credit card number with Mr*** Mr*** did not run the cardMr*** was never charged a $deposit
On July 30, Mr*** contacted Michelle *** a phone sales representative for the Kelley Group, when he was unable to reach Mr*** via telephoneHe explained he was trying to get John to "wrap up deal." Ms*** explained that she could try to get him a better rate and instructed him to fill out the credit application online to initiate the processHer conversation with Mr*** ended at thatThe rate generated by the credit application was not better than the rate Mr*** had been quoted by his chosen institutionMs*** did not discuss holding the vehicle for MR***, nor is it within her job duties or description to do soShe solely handles telephone and internet matters
On Friday July 31, well after his hour hold had expired, Mr*** spoke with Mr*** via telephone and emailMr*** asked Mr*** to price a new Corvette for him, versus the used one they had previously discussed(see attached email conversation) Mr*** also continued to discuss the price of the used vehicle with ***, in an attempt to renegotiate a better priceMr*** informed Mr*** on July that other people had been trying to sell the used Corvette and that it had been sold to someone elseThe sale of the used Corvette at issue was July 31, and the delivery of the vehicle to its owner was August 1,
In a subsequent conversation with the Vice-President of Sales and General Manager of Kelley Chevrolet, Mr*** stated that he realizes now that he should have committed to purchase the vehicle on Wednesday July, 29th
The proper way to secure a vehicle at the Kelley Automotive Group is to agree on a price, sign a commitment to purchase document and place a down payment on the vehicleMr*** should not have agreed to hold the Corvette for Mr***Such "holds" are against Kelley policy and practiceHowever, in this case Kelley Automotive did hold the vehicle for the agreed upon hoursMr*** continued to negotiate not only on the price of the used Corvette, but also sought out purchase information on a new CorvetteThere was no agreement to hold the vehicle beyond the hour period, and Mr*** can point to no such agreementFurthermore, his interest in a new vehicle and continued attempts to negotiate the price on the used vehicle indicate that no agreement was ever reached for the purchase of any vehicle
Kelley Automotive continues to work with Mr*** to find him the vehicle he desiresWe do hope this relationship continuesIt is unfortunate that he didn't purchase the vehicle at issueHowever, Kelley Automotive has in no way breached any agreement for the sale of that vehicleAll sales individuals have been reminded that NO holds are to be placed on any vehicles, as has always been the proper policy
OFFER:
Initial Consumer Rebuttal /* (3000, 8, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In Kelley Automotive Group's (KAG) response, they state that salesperson Michelle *** did not discuss holding the car for me "Ms*** explained that she could try to get him a better rate and instructed him to fill out the credit application online to initiate the processHer conversation with Mr*** ended at that." This is an error, as I pointedly discussed the hold with Ms***I told her that Mr*** said my deposit was only good for hours and I was concerned about holding the car while they tried to get a better finance rateShe stated they were very busy due to the end of the month and they need time to try and process my credit applicationFurther, Ms*** told me that it would probably be the next day before they would have the results of the credit inquiry, so I pointed out what Mr*** had told me and Ms*** assured me the car would be held for meKAG states it's not within the sales persons authority to hold a vehicle by deposit over the phone, but both salespersons assured me the car was held, and therefore acted outside their scopeI as the customer have no way of knowing the internal policy of KAG and acted in good faith on my part, there is no statement of policy on their website
KAG also stated in their response, "Mr*** informed Mr*** on July that other people had been trying to sell the used Corvette and that it had been sold to someone else." I told Mr*** that I wanted the car on the morning of the 31st, I was informed at 5:EST the car was soldYes, I did try to see if they could drop the price a little more, but once he said they would not since there was other interested parties, I told him directly that I would purchase the car at the asking price
KAG further stated in the response, "In a subsequent conversation with the Vice-President of Sales and General Manager of Kelley Chevrolet, Mr*** stated that he realizes now that he should have committed to purchase the vehicle on Wednesday July, 29th." In the conversation I had with Vice President Brian *** he explained their policy and that the Mr*** should not have agreed to accept a depositI told Mr*** that had Mr*** told me the policy, not accepted my deposit (thus making me think I had time to arrange financing), then I would have completed the deal immediately after I had secured the financing with USAA on the evening of July 29thTherefore KAG's above statement misconstrues the conversation and what I stated during the phone call
I find it difficult to believe KAG does not feel a potential customer has a right to try and negotiate a better price for a vehicle they have for saleAs for my inquiry regarding a new corvette, I did discuss with Mr*** what might be the price difference between a less equipped new model versus a fully equipped used model, but quickly determined that Mr*** points regarding the used vehicle were valid and agreed the used corvette (that I had placed the deposit upon) was the better way to goThat is why I told Mr*** I would agree to the asking price and purchase the carIt is true I cannot point to an agreement because it was verbal over the phone with Mr*** (and Ms*** KAG concedes earlier in their response that Mr*** did agree to accept my credit card number and place a deposit on the carThey neglect to mention that Ms*** reiterated on the evening of July 30th that the hold would be honored to give the dealership time to try and get a better finance rate for me
I am not trying to say that KAG broke a written agreement, but rather a verbal oneThere is no way for a customer to know what is the internal policy of KAG since it is not stated on their website anywhereWhen two different agents of KAG tell me that the car was held for me, how am I to know they have in fact misled me and acted outside the scope of KAG policyI am familiar with the phrase "Caveat Emptor", but I feel the verbal contract should have been honored and if KAG cannot do so, they should cease to do business over the phone or internet since the only promises they feel they need keep must be in writing
Vice President *** did state in our telephone conversation that he would try and find another car or explore what the best possible deal he could get me on a new one would beBut I have not received any further communication from MrLytle since approximately August 6th, two weeks; so I have assumed they are no longer concerned with addressing the issue and are now only trying to do what they can to mitigate the damage to their reputation via Revdex.com.orgI did receive a phone call from Kennisha with General Motors Corporation on August 10th regarding the compliant I filled with GMShe assured me that someone would be contacting me from KAG within two days, but that never occurred
Since KAG has made no further offer or attempt, to rectify the breaking of a verbal contract, I can only conclude they have no desire to do soTherefore I cannot accept their response (or lack thereof) as a satisfactory resolution of my complaint, so the complaint stands
Final Business Response /* (4000, 10, 2015/09/03) */
Contact Name and Title: Monica *** Corp Counsel
Kelley Automotive understands Mr***'s frustrationsHowever, the fact that there was ongoing negotiation between Mr*** and Kelley Automotive, well beyond the hour hold time, indicates that there NEVER was an agreement reached to purchase the vehicleFurthermore, Kelley Automotive has taken steps for this situation to be avoided in the future by engaging in reminder training for all sales staff that it is strictly against policy to hold a vehicle for a customer without a signed agreement to purchaseMr*** has brought the issue to the company's attention and it has been rectifiedBeyond that action, *** Automotive is unsure as to what it can doMr*** has not been harmed in any way and has not been charged any moneyKelley Automotive regrets that they did not come to terms with Mr*** for the purchase of the used CorvetteNevertheless, that vehicle has been sold and cannot be made available for purchase
OFFER:
Final Consumer Response /* (2000, 13, 2015/09/04) */
At this point I will accept written apologies from MrJohn *** and MsMichele ***Mr*** accepted my credit card number and told me I had a valid deposit on the vehicle on July 29th and Ms*** told me on the evening of July 30th that my deposit was still valid despite the expiration of the hour period Mr*** statedIf they had followed policy and told me what was required of me to complete the purchase instead of telling me I had time to secure financing, this situation would not have occuredThe written apologies from Mr*** and Ms***, along with KAG's assurance that it will not occur again (which has already been given) will satisfy me at this point and close the dispute

Initial Business Response /* (1000, 7, 2015/08/12) */
Contact Name and Title: Monica ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@senkhrc.com
When removing spark plugs from this specific engine, it is common that they will break off in the head, even when following the manufactures
procedure(attached)The attached documents explain the procedure Kelley Automotive follows to ensure we do everything possible to avoid breaking the spark plugs on this specific engineThis is a known and widespread problem for Ford 5.4L engines, and the attached documentation indicates that the issue with the complainant's spark plugs is not a result of technical incompetence, as suggested by the complainant
When a plug breaks, there are a few options, and the worst case scenario is removing the head(s)
In this case, three plugs broke off, and the head would have needed to be removedRemoving the head is an extensive process that does add a minimum of $to the repairThis is a repair that would take a skilled factory trained technician two or three days to completeThe technician would have to remove the head, possibly drill out the remaining pieces of the spark plug, and insert new threadsThen reassemble with all new gaskets, and other miscellaneous components
Unfortunately for the complainant, the spark plug issue is an expensive oneAny technician who had to remove them would have faced the same result due to their inherent defectKelley Automotive did not create the problem, but simply handles it as directed by Ford, the manufacturer of the truck
OFFER:
Kelley Automotive is competent, capable and willing to repair the complainant's vehicle for the originally quoted price

The facts of this complaint are very straight forward.  The Customer purchased the vehicle on 2/26/18.  The title was processed and mailed to the customer 3/6/18. The title was Delivered and signed for on 3/8/18.  The Customer called on 4/12/18 saying that he never received their...

title work.  A duplicate title was ordered the same day on 4/12/18.   The duplicate title was received at the Kelley accounting office on 4/17 and processed and mailed out via USPS.  The Customer signed for the title on  4/18/18.    Attached are screen shots of Customer Comments, the UPS and the USPS delivery receipts.  Kelley is unaware of the nature and basis of the Customer's complaint.