Auto Max Inc.

Review: I bought a 2006 [redacted] here. Within two days of having the vehicle, I had to take it in because the windshield wipers wouldn't work. It took a week to have it fixed, each time the reasoning and amount of time the car needing to be held changing. Finally we received the car back. Even before leaving with the car we found out the wipers weren't even fixed completely and were told we would need to replace the tubes ourselves. Two days afterwards the passenger side near the engine started making a clunking noise. We took it to [redacted] auto repair, whom the dealer is associated with and told us to take to. The same place that fixed the windshield wipers. They called the dealer and told him of the two parts that needed to be fixed. The dealer offered to give us a new car seeing as this one was having constant problems.We dropped off the [redacted] on September 21st and was told that the new car we had picked out, [redacted] 2009, would be ready on Monday the 23rd after they put snow tires on it, changed the oil, etc. Monday at 4pm we called, they said that the car was not yet ready but that they would call us when it was. 7pm rolled around and there was still no call, so we called again. This time we were told that the [redacted] check engine light was on and that they needed to replace a sensor and that it would be ready Tuesday. We called them again 30 minutes afterwards, only to be told this time that it in fact wouldn't be ready until Friday the 27th. I am at my wits end and never have I seen such lack in professionalism from a car sales company

Business

Response:

Its been over 3 years since we have had a complaint with the Revdex.com; during that time we have sold approximately 1500 or more vehicles.When you sell this many vehicles eventually one comes along with problems after the sale. Indeed there were a few problems which were eventually fixed; however correcting the wiper problem took extra time because the new wiper motor had to be installed to find the initial problem (which damaged the wiper motor).All of our vehicles are safety checked by independent shops after we receive and verify the information on the title. In this case the vehicle picked out, the 2009 [redacted] the title had just arrived; after title verification we started the safety check process. During this process the shop mistakenly gave us a completion date of Monday the 23rd assuming the necessary parts would be in stock at [redacted]. In this case the needed part was not available until Friday the 27th.Our managers are not allowed to deliver a vehicle until the safety check is complete. We informed the customer that the delay was on [redacted] end and not under our control; but at that point the customer declined to wait and received a full refund of their down payment. At all times the customers' was provided a free rental vehicle for their transportation needs.Upon review it is difficult to see on the surface how the manager in charge could have bettered the customers' experience. All repairs were at the company's expense. Alternate transportation was provided at no cost to the customer. The 2009 [redacted] could not have been delivered any sooner without compromising our safety policy. The customers' down payment was promptly refunded.We believe that this was primarily a failure to communicate the facts clearly to the customer so they could understand the delay was for their own protection. We are looking for ways to change our response process to improve our customers' experience in situations such as this and wish to thank this customer for their feedback in this matter.Respectfully yours,[redacted]