Auto Finance Super Center

I am rejecting this response because: I do not feel that I was a hostile customerI walked in and asked what was going onRepeatedly, I was told that they needed new parts to be able to fix the carUpon hearing the repeated answer of needed more parts, I became upset and said "What the fk is going on" and I Bob started to speak at me like I was a childI talked over him asking for my keys, so that I could leave the place! He continued to yell at me about swearing and I kept repeating "get my keys." Finally, when he felt he was done yelling at me, he went and got my keysThen as I was walking out the door he told me to take it to Gateway (a different dealership) to fix the carHowever, they did not even provide me with the new FobI got lucky and Gateway had an extra oneThen, the bank called me (who does financing for them) and told me that if I couldn't get along with them that I needed to give the car backThe bank stated that it would be better that I gave the car back because I might have to conversate with Bob in the futureBob did send me an email explaining what happened in regards to me sending him an email and him not receiving itHowever, I don't feel like I have had an at least sincere apologyI don't think there was any sort of resolution made in the response letter

Response received via fax to Revdex.com -- scan is attached; text of letter reads as follows: "RE: Complaint ID [redacted] Excellent customer service is at the core of Auto Finance Super Center. We understand that our customers are often mistreated at other dealerships so we go to great lengths to...

rise above those other dealers. Unfortunately, at times hostile customers are not able to be satisfied. On the day of this complaint Ms [redacted] did not show up for her appointment to have her key fob programmed. The service facility requested to have more time with the vehicle because (the) fob was not 'taking' the program and they wanted to verify there wasn't a larger underlying reason as to why (it) wasn't taking the programming. Despite Ms [redacted] dropping the vehicle off at a non-scheduled time the service facility spent as much time as they could diagnosing the problem and concluded that the new fobs they had ordered were malfunctioning and due to it being late in the day could not obtain replacement ones until the next day (these are the 'more parts' Ms [redacted] refers to). When Ms [redacted] came to pick up her vehicle, she entered the store swearing and hostile. As her emotions were running high, our employees attempted to calm her down and explain the situation. Ms [redacted] continued to talk over the Auto Finance Super Center employees and would not hear an explanation. No matter the explanation, it was clear that Ms [redacted] did not feel comfortable with the service facilities ability and Auto Finance Super Center offered an alternative remedy of taking the vehicle to a different service shop. She did take the vehicle there and the key fob was programmed and the problem was resolved. In regards to Ms [redacted]'s email sent to Bob, upon hearing about the trouble she had with the information getting to the bank, Bob checked his 'spam' folder and found Ms [redacted]'s message. Bob responded to Ms [redacted] explaining what happened with the email, and apologized for the trouble it caused. Auto Finance Super Center would never want someone to be afraid of coming to our dealership. Our hope is that cooler heads prevail and Ms [redacted] can express her frustrations to Auto Finance Super Center calmly and directly in the future and they will be met with respect and sincere concern. Sincerely, Bob [redacted]Store ManagerAuto Finance Super Center Fargo[redacted]Fargo, ND 58103###-###-####[redacted]@autofsc.com"

I am rejecting this response because:
I do not feel that I was a hostile customer. I walked in and asked what was going on. Repeatedly, I was told that they needed new parts to be able to fix the car. Upon hearing the repeated answer of needed more parts, I became upset and said "What the fk is going on" and I Bob started to speak at me like I was a child. I talked over him asking for my keys, so that I could leave the place! He continued to yell at me about swearing and I kept repeating "get my keys." Finally, when he felt he was done yelling at me, he went and got my keys. Then as I was walking out the door he told me to take it to Gateway (a different dealership) to fix the car. However, they did not even provide me with the new Fob. I got lucky and Gateway had an extra one. Then, the bank called me (who does financing for them) and told me that if I couldn't get along with them that I needed to give the car back. The bank stated that it would be better that I gave the car back because I might have to conversate with Bob in the future. Bob did send me an email explaining what happened in regards to me sending him an email and him not receiving it. However, I don't feel like I have had an at least sincere apology. I don't think there was any sort of resolution made in the response letter.

This is the first notice we received of the [redacted]'s complaint.    The [redacted]’s called to let us know what was going on with their vehicle. We told them they were responsible for maintenance (The [redacted]s purchased the vehicle on 10-17-2016) such as brakes but would be willing to help...

them get repairs done at our reduced cost. Mrs. [redacted] then told us that she was borrowing money from one of their parents to pay for the maintenance items so we all agreed that we would go ahead with the maintenance repair items.   We scheduled the repair. We had the oil changed as it was already in excess of 5000 miles over the indicated service interval. Once the repair was done, the [redacted]’s picked up their vehicle and then told us, for the first time, that they could not pay for the repair.  As a one time good-will gesture, we will split the costs with them as they want with the understanding that we cannot pay for maintenance issues in the future.  Please do not hesitate to contact me if you have questions or require information. Tarek HowardAuto Finance Super Center218-79-7686