Auto Mart USA LLC

Complaint: [redacted] I am rejecting this response because: they never offered a warranty that’s a lie I had my mother and friend there at the time with me who can vouch and say that the warranty was never offered they never fixed anything on my car FOR FREE because I never started having problems with the car till I was calling and explaining what was wrong with the vehicle the only thing they did to my car when I took it to them was patch a tire that had a nail in it which didn’t last long because I had to continuously fill that tire with air they want to leave me stuck with a car I can’t do anything with rather than put me in another vehicle so I don’t have to continuously pay for repairs on an old car because regardless of them ordering parts (which I’m sure won’t be Mercedes parts because again American made parts were what was found in the car when I took it to be inspected the first time) and wanting to fix the car it isn’t worth it I’ve already stated what I want and if they can’t do that then futher actions need to be properly taken! Sincerely, [redacted]

Sent: Friday, October 02, 5:PM To: drteam Subject: Case # [redacted] - Air Tech of Houston Dear Revdex.com, Thank you for reaching out to us in regards to an unsatisfied customer We most certainly valve our customers and want to make sure this is resolvedIf for any reason a customer is unsatisfied with their services and wish to use another company we completely understandWe will always ask that the customers send in a copy of the their invoice so we may document and reference with a refund if needed I understand Mr [redacted] concerns and apologize for any miscommunication We would like to offer a full refund to Mr [redacted] and his wifePlease submit an invoice from the provided service company that followed up Upon receiving and review we will issue a refund in the same form of payment used at our visit Again we apologized for any inconvenience and hope Mr [redacted] will continue to use us in the furture Thank you, JJ [redacted] Office Manager

We are doing our best to help this lady She bought the vehicle "AS-IS, NO WARRANTY" We have no obligation to help her in any way That being said, we have been diligently trying to resolve the problem We have had the vehicle in our shop on two occasions and have made repairs on both occasions based on the symptoms and the diagnosis provided by the vehicle's computer We can't replicate the problem she is having, so diagnosis is very difficult After the second attempt to fix the vehicle in our service department, we turned it over the experts at the [redacted] dealership They are also having a problem getting the vehicle to experience the symptoms described by the owner We called the [redacted] Service Department for a status update and are awaiting a response Honestly there is not much more we can do.We are using our best efforts to resolve the problem Auto Mart USA has done this at no charge to the vehicle owner even though we have absolutely no obligation to fix the vehicle We will continue to work with the vehicle owner and the [redacted] dealer to fix the problem We have made every effort and are continuing to try to fix the problem We understand that the vehicle owner is frustrated but we are doing our best

Dear Revdex.com, Thank you for reaching out to us in regards to an unsatisfied customer. We most certainly valve our customers and want to make sure this is resolvedIf for any reason a customer is unsatisfied with their services and wish to use another company we completely understandMr
*** and Air Tech of Houston did speak on 3/3/regarding his concerns and his request for a full refund, followed by an email explaining our protocolPer our protocol, in these situations, we will always ask to schedule a follow up visit with the client and someone from our operations team to walk the job for assessment of damage and photos so we may document and reference with a refund if neededMr*** refused the visitI understand Mr***’s concerns and apologize for any miscommunication. We would like to offer a full refund of $to Mr***Please submit any photos from the service call for our records. Upon receiving and review we will issue a refund in the same form of payment used at our visit Again we apologized for any inconvenience and hope Mr*** will continue to use us in the future

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 I was lied to, then coerced and ultimately disparaged because I would not capitulate to their threats. By invoking my right to have my lawyer review their said release this company realized their unscrupulous business tactics were about to be put to the light of day and ran away.No excuse for their unsavory customer service and poor management judgement they owe me my refund as originally promised
Regards,
--*

Thank you for your reaching out to us on the clients concernsAir Tech of Houston will not be issuing a refundThe client has gone on multiple platforms writing several reviews about Air Tech of Houston , followed by an emailed with one sentence " Care to reconsider? " along with an
attachment of what could possibly happen if we did notDecember 9th- The client called for an emergency weekend call $189.00) Usually a emergency call is no refundable but we will still put under review if requestedDecember - Client calls in requesting a refundWe explain the protocol on handling refunds( A refund is put under review after receiving the bill from the new company the client had out)( This so we can attach a paper trail to all refunds given for any accounting purposes for the end of the year ) December 13- Same day and shortly after the conversation the client post a review on *** December 27- Client submits the second company used invoiceAfter that date the the concern went under review and we ask the client to remove or revise the complaint stating that we were issuing a refund and that we resolved the issueClient said no and said he felt threatenedWe explained that this was not a demand but a request as we were trying to resolve his complaint *** -He spoke with one of our operation team members and the refund was not issued*** - client contact Revdex.com*** - client post another review on another platform.Our technician went out on emergency call over the weekend and did diagnosis.He assessed the the equipment had multiple safety issues which led to a recommendation to replace the furnaceThe Client signed the invoice in acceptance to the workAs we usually do close out our complaints we do not wish to issue a refund. The client has made several reviews and will continue after a refund is issued Air Tech of Houston ***

[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 ***, and find that this resolution would be satisfactory to me

[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 ***, and find that this resolution would be satisfactory to me.I did correspond with this company via email and multiple times by phone and at the time they weren't willing to accept the terms unless they were to do an onsite inspection. I explained to them that I did not trust their company after their technicians most recent actions and would not allow them in my home again

While we do not agree with Ms***'s account of the events surrounding her purchase, we are willing to help. As she states in the complaint, Ms*** was aware that she purchased the vehicle "AS-IS", without warrantyWe offered her an optional Service Contract which could have
covered these repairs at little or no charge, she declined it. We have performed some free repairs to the vehicle and will continue to help herThe best solution is to help her with repairs. We are willing to do this even though it has been months since she purchased the vehicle. We dispute her account of how she was treated. Our customer service is second to none. She wanted us to fix her vehicle for free and when we could not, she became angry and was not very pleasant. We did treat her professionally at all times. I don't doubt that the car contains replacement parts, it was years old at the time she purchased. She also states that she declined recommended repairs and additional repairs are now required. That might have been avoided had she performed the required repairs in the first place. We clearly have no responsibility to perform any repairs to this vehicle but we are willing to help her with repairs for substantially less than any other qualified repair shop would charge. Please ask Ms*** to call us at ###-###-####. Have her ask for *** ***, Operations Manager. I will schedule an appointment for her to bring in the vehicle. We will review whatever diagnosis she has from the other mechanic and inspect the vehicle. This will be done free of charge. We will estimate the cost to repair whatever items we find. We will offer a discount of 20% on all parts & labor. Our rates are well below the rates at the Mercedes dealer and I am confident we can accomplish the repairs for as much as half off compared to Mercedes' estimate.As she states in the complaint, Ms*** was aware that she purchased the vehicle "AS-IS", without warrantyWe have performed some free repairs to the vehicle and will continue to help her. It is not possible to unwind the sale because she is financed through a third party lender. The best solution is to help her with repairs. We are willing to do this even though it has been months since she purchased the vehicle

Per our previous response.  A refund will not be issued. We would usually at this point issue the refund and take everything into consideration, BUT due to the multiple reviews the customer continued to post possibly damaging comments , we will not proceed. We have always held a high "Resolved" rate with Revdex.com and understand that this may be marked unresolved.  Air Tech of Houston

Sent: Friday, October 02, 2015 5:07 PM To: drteam Subject: Case # [redacted]- Air Tech of Houston   Dear Revdex.com,   Thank you for reaching out to us in regards to an unsatisfied customer.  We most certainly valve our customers and want to make sure this is resolved. If for any reason a...

customer is unsatisfied with their services and wish to use another company we completely understand. We will always ask that the customers send in a copy of the their invoice so we may document and reference with a refund  if needed.   I understand Mr. [redacted] concerns and apologize for any miscommunication .  We would like to offer a full refund to Mr. [redacted] and his wife. Please submit an invoice from the provided service company that followed up.  Upon receiving and review we will issue a refund in the same form of payment used at our visit.   Again we apologized for any inconvenience and hope Mr. [redacted] will continue to use us in the furture.   Thank you,   JJ [redacted] Office Manager

Complaint: [redacted]
I am rejecting this response because: 1 they never offered a warranty that’s a lie I had my mother and friend there at the time with me who can vouch and say that the warranty was never offered 2 they never fixed anything on my car FOR FREE because I never started having problems with the car till I was calling and explaining what was wrong with the vehicle the only thing they did to my car when I took it to them was patch a tire that had a nail in it which didn’t last long because I had to continuously fill that tire with air 3 they want to leave me stuck with a car I can’t do anything with rather than put me in another vehicle so I don’t have to continuously pay for repairs on an old car because regardless of them ordering parts (which I’m sure won’t be Mercedes parts because again American made parts were what was found in the car when I took it to be inspected the first time) and wanting to fix the car it isn’t worth it I’ve already stated what I want and if they can’t do that then futher actions need to be properly taken!
Sincerely,
[redacted]

We are doing our best to help this lady.  She bought the vehicle "AS-IS, NO WARRANTY".  We have no obligation to help her in any way.  That being said, we have been diligently trying to resolve the problem.  We have had the vehicle in our shop on two occasions and have made...

repairs on both occasions based on the symptoms and the diagnosis provided by the vehicle's computer.  We can't replicate the problem she is having, so diagnosis is very difficult.  After the second attempt to fix the vehicle in our service department, we turned it over the experts at the [redacted] dealership.  They are also having a problem getting the vehicle to experience the symptoms described by the owner.  We called the [redacted] Service Department for a status update and are awaiting a response.  Honestly there is not much more we can do.We are using our best efforts to resolve the problem.  Auto Mart USA has done this at no charge to the vehicle owner even though we have absolutely no obligation to fix the vehicle.  We will continue to work with the vehicle owner and the [redacted] dealer to fix the problem.  We have made every effort and are continuing to try to fix the problem.  We understand that the vehicle owner is frustrated but we are doing our best.

Auto Mart USA is aware of the issues with [redacted] Jeep and I feel there was a miscommunication on our part. I have spoken to management to make sure that this was handled correctly and I feel that we could have done better. When purchasing a vehicle they are sold "As-Is", and the customer is aware...

of that. We felt the issues with her Jeep were prior issues before [redacted] purchase, so part of goodwill faith we are taking care of the issue. We had a delay on receiving the parts to fix the Jeep. When [redacted] came in the parts were still not available and we felt horrible that she showed up and we could not replace the part. As of today 08/30/2016 the parts for the Jeep are in and we can now take care of the issue. I sent a voicemail to [redacted] that we can now take care of the issue, we are just waiting on a response of when she can bring it in. Auto Mart USA would like to apologize for the miscommunication and we will try harder next time.  Thank you,  [redacted]

Mr. [redacted] came to our business looking for a vehicle.  He was credit challenged due to poor credit and instability of employment and residence.  He also lacked the required down payment to finance a vehicle through traditional banks and finance companies.  We offered Mr. [redacted] a...

vehicle.  We executed a contract enumerating all the terms and conditions.  He executed all the required paperwork and purchased a 2006 Mercury Mountaineer.  At the time of purchase Mr. [redacted] agreed to installments on his down payment of $500.00 due on 12/15/2017, $500.00 due on 12/29/2017 and $500.00 due on 1/12/2018. He was provided a copy of the Promissory Note at the time he executed it.  He did not pay any of the scheduled installments..   We attempted to contact Mr. [redacted] on numerous occasions.  We were unable to reach him at the phone number he provided. He later stated that he had changed his phone number.  His employer would not put calls through to him while he was working.  We located the vehicle and legally repossessed it.  In summary, he did not pay the down payment as agreed and failed to contact Auto Mart USA.  He left us no choice but to retrieve our collateral.  The other complaints are pure nonsense.  We provided him a copy of the promissory note at the time he purchased the vehicle.  He had a service contract covering the engine.  If there truly was a problem with the engine, he could have presented the vehicle to us or any licensed repair facility and had any covered repairs completed under the service contract.  The contract was to be assigned to an affiliated finance company, [redacted].  This company is duly licensed by the State of Colorado.  The contract was never assigned due to Mr. [redacted] failure to pay the down payment.  The vehicle was never towed by us or at our request.