Artfully Framed

First off, I wasn't kept in the loop the entire timeIt wasn't until I received this complaint the first time, that I knew there was even a problemAfter I saw the complaint I tried several times to reach [redacted] About a week later her husband called me to tell me that the van had been in the shop at a dealership in KilleenHe explained the problem to me and told me that the factory warranty was covering the cost to repair itThe only thing that wasn't covered was the automatic door and that was going to cost around $to repairWithout hesitation, I told [redacted] that I would pay for thatI called Dodge Country the next day and paid the billA week later I talked to [redacted] and he explained to me that his wife just had a bad feeling about that vanEven though it was fixed.I told him then, I understand and that I would get them out of it and into something elseI never said at anytime that I would buy the van outrightWhen [redacted] called me the day she was coming down to the lot, she asked if she could come and get a checkI told her then that I wasn't buying the van back but I would trade her out of it into another van of her choice and give her what she paid me as a trade inWhen she got to the lot I explained that it wasn't fair for me to just buy it backIf I had, there would have been another $dollars in sales tax that I would have to paySince I was already paying more on the trade plus the $repair bill, I was just trying to stop the loss from growingI then told her that I would find her a newer van just like hers and she agreedThe first couple of weeks there just wasn't anything out there that I felt was the right vehicleI wanted it to be perfectThen we had a fire and my shop burned to the groundThat took up a lot of my time so I didn't get a chance to buy anything for a couple of weeksAfter that my Father in Law was diagnosed with stage cancer, and died in a matter of weeksSo yes I am solely to blame for it taking too long and for that I apologizeAfter I got the second complaint I went to a auction and picked vans out that were in good shapeOne was a smoker so I passed on that one, and bought a Chrysler Town & Country vanIt actually had more equipment then the van they currently hadWhen I told them about it, [redacted] said that she didn't like the color of the interior, which if am not mistaken, was the same color as her current oneIt was tan leatherEither way, I feel like I have been MORE than fair by first paying the bill on the original problem, and then offering to give her the full purchase price on trade in on the new vanShe didn't feel that way, so I offered her a check for $for her troubles and she took itSo at the end of the day, I spent $on the first repair bill and paid about $more for van that I didn't need ( More than market value at the auction about $700, had $in auction fees , and $for transport) and then at the end, gave them a check for $

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.In regards to the lack of informing during the beginning, we apologizeWe we told by TrueCar that they would inform the dealership and keeps us updatedWe assumed they would and did, so that is completely our faultWe do wish that someone would've kept in touch with us better through out the final phases of the resolutionIf someone would've called and said, "Hey, we've had some major issues that have come up and need my immediate attention." we probably would've been a little more understandingI personally am truly sorry for the loss of your father-in-law, God bless your family, I couldn't even begin to imagine the pain you and your family is feelingLastly, the interior color wasn't at all the issue, it was the exteriorMy husband didn't care for the white because of the impossible task of keeping it clean (his wording)Also, the van seemed overpriced compared to similar models, year, and milage according to the USAA websiteWe took the $1,to just part ways because we felt it was best for both us and the dealershipWe do want to thank you for all that was attempted and sorry that it didn't have a better outcomeI wish y'all the best and God Bless!
Regards,
*** ***

First off, I wasn't kept in the loop the entire time. It wasn't until I received this complaint the first time, that I knew there was even a problem. After I saw the complaint I tried several times to reach [redacted]. About a week later her husband called me to tell me that the van had been in the...

shop at a dealership in Killeen. He explained the problem to me and told me that the factory warranty was covering the cost to repair it. The only thing that wasn't covered was the automatic door and that was going to cost around $900 to repair. Without hesitation, I told [redacted] that I would pay for that. I called Dodge Country the next day and paid the bill. A week later I talked to [redacted] and he explained to me that his wife just had a bad feeling about that van. Even though it was fixed.I told him then, I understand and that I would get them out of it and into something else. I never said at anytime that I would buy the van outright. When [redacted] called me the day she was coming down to the lot, she asked if she could come and get a check. I told her then that I wasn't buying the van back but I would trade her out of it into another van of her choice and give her what she paid me as a trade in. When she got to the lot I explained that it wasn't fair for me to just buy it back. If I had, there would have been another $1000 dollars in sales tax that I would have to pay. Since I was already paying more on the trade plus the $900 repair bill, I was just trying to stop the loss from growing. I then told her that I would find her a newer van just like hers and she agreed. The first couple of weeks there just wasn't anything out there that I felt was the right vehicle. I wanted it to be perfect. Then we had a fire and my shop burned to the ground. That took up a lot of my time so I didn't get a chance to buy anything for a couple of weeks. After that my Father in Law was diagnosed with stage 4 cancer, and died in a matter of 2 weeks. So yes I am solely to blame for it taking too long and for that I apologize. After I got the second complaint I went to a auction and picked 2 vans out that were in good shape. One was a smoker so I passed on that one, and bought a 2014 Chrysler Town & Country van. It actually had more equipment then the van they currently had. When I told them about it, [redacted] said that she didn't like the color of the interior, which if am not mistaken, was the same color as her current one. It was tan leather. Either way, I feel like I have been MORE than fair by first paying the bill on the original problem, and then offering to give her the full purchase price on trade in on the new van. She didn't feel that way, so I offered her a check for $1000 for her troubles and she took it. So at the end of the day, I spent $900 on the first repair bill and paid about $1500 more for van that I didn't need ( More than market value at the auction about $700, had $650 in auction fees , and $150 for transport) and then at the end, gave them a check for $1000.