Auto Palace

We regret to hear this had come to this, but we did not force the customer to sign the papers There is no point in going in circles about this The vehicle was sold even though the customer was offered a service contract with a 3rd party at an additional costWe had done repairs to it after the point of the sale and had kept this business in good faith The customer was rude, loud and disrespectful a number of times We always help our customers but we are not to be taken advantage of The second message verifies that we were not the only hands to touch the vehicle and surely were not last Between [redacted] and the place that had changed their oil, any one of the technicians could have neglected the proper procedures in maintaining the vehicle and may have contributed to the issue at hand today The offer to leave the vehicle at auto palace included a free diagnostic and a reasonable repair after the problem was discovered We do not offer empty promises and could not guarantee that we would be able to repair the damage at our facility what was told to the the customer, was that we would have to find out exactly what needs to be repaired before we could talk about repairs Customer did not like the fact that we had other vehicles in the shop I repeat, vehicle was sold and we have other customers as well With no warranty, and legal documents signed by the customer (which declare that from the day of the purchase, the purchaser is FULLY responsible for the item they are purchasing) Auto Palace is not responsible for any damages or cost of maintenance for the vehicle in question The contract was signed in customer's hand after they had had a chance to test-drive the unit they were purchasing (provable by test drive agreement, notarized documentation and surveillance video of the facility), and no one other than the purchaser is responsible for the vehicle We had helped the way we could, in an attempt to maintain a good business relationship At this time, we are unable to offer any financial assistance because the repairs had already been done by another shop yet again I ask that this matter be closed and declared as resolved due to the fact that customer had chosen to take care of repairs on their own

I am rejecting this response because:I had been going to auto palace since the day after I bought my car I have the receipts and text messages to show when I picked my car up in April, never did they once offer repairs to my car and I rejected, theOnly thing I rejected was leaving my car for them to just "look" at and said that was just to check it when j had already had it checked at [redacted] 2x and they told me what it wasAlso the dealership took the car to [redacted] on March the day after I bought my car and they quotes them and they declined the repairs and said they would repair it at there shop at which the kept it longer and told me they was in the hole $not $1000, then I had been going back telling them there was something wrong with it and they told me not to baby the car to enjoy, then back in July when I had the car looked at again they told me the timing chain and Pistons need to be replaced costing around &at which I went back and spoke with the dealership and explained to them they worked on it last and the problem was not fixed, I offered to split the repairs in half, k would pay half and they could pay the other half, they told me to basically get out of there office they had other customers to worry about, very inprofessionalSo August 31st my car quit running and I just replaced the whole engine I have receipts to show I spent $on the engine and then &in laborI find that a bit ridiculous that I have only had the car since March and I take car of my car, oil changes, I changed all the brakes on it also, I also told them they new there was something wrong with the car when they sold it to me, they told me they had just for the car and they didn't really knowI felt the sold me a car and don't care what was wrong with it and after all that mattered was they sold it and got paid and that's itI wi never go to Auto palace again Regards, [redacted] ***

Hello and thank you for contacting us about this matter We would be more than happy to explain the entire situationTruth is that we have been dealing with this case for about weeks now To properly address the matter or the transaction in question, I need to make you aware of the fact that the person titled in the complaint, is not the person who has come to an agreement with our facility to purchase the Jeep Patriot At the point of the sale ms[redacted] was present, but was not involved in the legal paperwork of the sale Our agreement and terms were set with Mr[redacted] We have been dealing with this transaction for more than a reasonable amount of time.From the day we had signed paperwork with Mr[redacted] , as a business we have been doing our best to make mr[redacted] and his family happy, starting with helping them out on a down-payment that was required After they drove off the lot and got home safely, I had personally received a call from ms[redacted] with a concern for the state of the title She was told that the vehicle had a salvage/rebuilt title After pulling up carfax, and looking at the physical title we had addressed the issueSince then, title work has been complete and a clear Ohio title has been issued Not long since that issue, ms[redacted] had called and complained about alignment on the vehicle, we had addressed the issue by replacing all tires, doing front-end repairs and doing alignment on the vehicleThen there was the complaint about the transmission having issues, to which our general manager had driven the vehicle with mr[redacted] and found no fault in the transmission After that encounter, the customer had taken the vehicle for a long trip, somewhere hours away, during which the tire burst and the vehicle had become disabled We were blamed for that problem as well It was presented as if our outsource shop had provided bad tires Unfortunately there is no way to prove that It literally could have been anything, a bump, a nail, broken glass or any other sharp object found either on the road-trip or any parking lot they may have driven through But before we were ever made aware of the tire bursting, the customer in question had already mended the issue by purchasing a replacement tire The vehicle was taken to a 3rd party shop from what I was told by ms[redacted] , and that shop refuses to work further on the vehicle without replacing damaged parts caused by the tire damage When ms[redacted] had called on Monday 8/31/15, she had neglected to mention any of the above details from that matterI was told that the transmission was still a concern and that the problem was getting worse We had agreed on setting an appointment to have the vehicle thoroughly inspected again on 9/9/as that was the soonest opening in our service schedule On Tuesday 9/1/we had received a follow up call from ms[redacted] with a request to tow the vehicle free of charge Ms[redacted] had insisted that we are refusing to offer any sort of assistance in the matter and that we had offered limited warranty and are not willing to follow through with it I had proceeded to explain that we can not cover the charge for a tow and reminded her that she was scheduled to be assisted on 9/9/15, which seamed to upset her and she had proceeded to complain about the fact that we have done nothing to help At that point I had apologized that I could not assist her further and told her that our general manager will get a hold of herWhich he did and at first had the same frame of mind as I did, we could not offer a free tow as well as a free inspection and repairs From what I was told on 9/2/15, at the end of the day we had placed the vehicle on central dispatch for tow to our facility at our expenseThe vehicle was then towed and reinspectedAt that point of inspection we had declared that the front end damage was as result of the blown tire The replacement tire purchased by the customer was the wrong size It begs to question the integrity of the shop where the vehicle was taken to by the customer, as the replacement tire that was put on was sizes smaller and made the vehicle tilt to one side Now this is where Auto Palace should have charged the customer for another replacement tire but to make the customers happy again, we had covered the charge for a replacement tire Not only that, but we also had done extensive work on the front and the rear end of the vehicle In this case, we are able to provide the receipt for the tire because it was bought as a single, stand alone purchase How-ever we are not obligated to provide repair orders for thing the customer does not pay for We buy our part in large bulk amounts and are not able to separate between the parts bought for the customer's Jeep and parts purchased for other purposes for one And two, those receipts contain account numbers and sensitive information like discounts and special pricing from our vendors that we are not allowed to disclosed due to protection of their interest The point I am trying to make here is that we have done absolutely everything we are able to, to assist this customer in the matter of their vehicle There were no hidden agendas in our part and we have conducted our selves in a very professional and courteous manner If they would like to return the vehicle, that is their right, but we can not offer any refunds as the deal had already been processed and the bank has funded the loan It is evident that there is no satisfactory solution to this issue with the customer They will always have the option to bring the vehicle back but it will be considered as a voluntary repossession by the lender, and the down payment will not be refunded

Customer has purchased this vehicle without a warranty through the manufacturer, or any other 3rd party Even with that considered, we had done the work needed to keep her happy and on the road We had replaced the timing chain free of charge to the customer about a month after she had already purchased it The repair had cost us over a $at the time Still, in good faith, we did not even ask the customer to cover the cost of the parts or labor some days after that repair was done, customer returned with another complaint Claiming that we are responsible for the damages done to the car At that time we could no longer cover her repairs and offered to take care of labor as she pays parts Customer declined The timing chain has nothing to do with the pistons, there-fore this serves as proof to how the vehicle is being driven We sell fully serviced vehicles ready for their new owners, and if anything happens unforeseen, we are fair to take care of those issues How-ever we can not educate people about proper maintenance of their new possessions and can not be held responsible for other's neglect of maintenance and proper driving etiquette That is said not to offend any one but to defend our work ethic and good business name And just to reiterate, this was an purchase, meaning that as soon as the vehicle is driven off the lot, it is it's new owners responsibility to take care of it