Complaint: [redacted] I am rejecting this response because:That in no way was how the deal happenedThe sales manager I believe his name was [redacted] was trying to make me believe that there was no difference between the two trucksI only wanted three thing in the truck 4x4, back up camera, and the Eco boostI told the sales men what I found at another dealership (fEco boost) he said would I by from them if he could beat there deal I said yesI was originally looking at a Eco boost with miles but passed because it did not have a back up cameraAfter hours of looking the sales men pulled up in a fthat looked exactly like the truck from the other dealership he said this is what I was looking forAs far as not feeling the difference in driving the truck I have never owned a Eco boostI am the one who found that it had the wrong motor when I was showing a friend my truckI called the salesmen at that moment and he said how could we have missed that so he knew what I wanted and that I clearly stated that was what I wanted at the start of the saleThe salesmen said let me see what I can do to fix itI have the text of the salesmen stating that he didn't know how we missed that Regards, [redacted] ***
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
Regards,
*** ***
To Whom it May Concern,
Thank you for the opportunity to research the details of this transactionAutomax has a process in place to help address the concerns outlined by the customerWe have documentation that is given to a customer if they are promised any service after a sale takes place - we
call these documents "we-owes." We negotiate the deal and keep records of these promised services in every customer fileUpon review of the customer's file, we were unable to find anything in relation to Automax's involvment with the purchase, replacement, repair, or servicing of any existing tire or other issueI was able to find find the *** Dealer's Buyer's Guide (signed by the customer) disclosing that the vehicle was purchased AS IS and the customer will be responsible for any repairs regardless of any oral statements made about the vehicle
However, if the customer is able to provide documentation given to them from Automax about the repair or replacement of any tire(s), we would be more than happy to fullfill any commitments made
Thank you again for the opportunity,
Automax Management Team
04-16-15 I APOLOGIZE FORTHIS SITUATION NOT BEING RESOLVEDWHEN MR*** CAME AND VISITEDWITH ME ABOUT THE CONCERN OF THE OIL FILTER CAUSING A OIL LEAK, WEDISCUSSED THE RESOLUTION THAT WOULD BE APPROPRIATE.MR***PROVIDED A COPY OF THE REPAIR ORDER FROM CHEVYLAND CHEVROLET WHICHHAD A TOTAL
OF $AND ALSO REVEALED THE MILES WHICH WAS 46802.THE FREE OIL CHANGE THAT AUTOMAX DONE FOR MR*** WITH AN AUSACOUPON WAS DONE ON 8/15/AND THE MILES ON HIS VEHICLE AT THAT TIMEWAS THE SERVICE INTERVAL FOR THIS VEHICLE ACCORDING TO*** *** AT ALL AMERICAN CHEVROLET HERE IN KILLEEN IS EVERY 5000MILESUNDERSTANDING THIS, MR***'S VEHICLE WAS ACTUALLY DUE FORAN OIL CHANGE, HOWEVER WE STILL WANTED TO MAINTAIN EXCELLENT CUSTOMERSERVICE AND TAKE CARE OF MR***ONE OF THE OPTIONS WAS A STORECREDIT FOR $ AS THIS WOULD BE AN OPPORTUNITY TO BRING THECUSTOMER BACK AND ALLOW US TO RESTORE HIS FAITH IN OUR SERVICE AND ATTHE SAME TIME PROVIDE A GREATER VALUE THAN WHAT MR*** PAID FORHIS OIL CHANGE ($109.63)HE AGREED THAT THIS WAS AN ACCEPTABLESOLUTION AND THEN CAME BACK SHORTLY AFTER WANTING TO USE THE CREDITTOWARDS WINDOW TINT WHICH WOULD HAVE BEEN FINEOUR RETAIL WINDOWTINT IS $AND MR*** CHOSE TO JUST BE REFUNDED RATHER THANGET THE WINDOWS TINTEDREFUNDING MR*** WAS THE OTHER OPTION,AND IF REFUNDING WAS TO BE THE COURSE OF ACTION IT WOULD HAVE BEENACTUAL COST BASED ON WHAT WAS PAID BY MR*** AT THE OTHERDEALERSHIPI SHOULD HAVE FOLLOWED UP ON THE CHECK REQUEST FOR MR.*** TO INSURE HE WAS IN FACT REFUNDEDI CALLED MR***'S PHONE# AND LEFT A MESSAGE FOR HIM TO GIVE ME A CALL ON MY CELL ####-###-#### AS THIS IS THE BEST WAY TO REACH MEI WAS GOING TOAPOLOGIZE TO HIM AND OFFER TO DO THE WINDOW TINT IF HE HAD NOT GOT ITDONE YET OR GO AHEAD WITH THE REFUND, HIS CHOICEOUR GOAL IS TORESOLVE THIS FOR MR***.*** ***AUTOMAX###-###-####
Complaint: ***
I am rejecting this response because:
Regards,
*** *** The vehicle that I have was not on the lot it was driven to the front door by the salesmen, where it came from I'm not sure but was not one of the ones on the lot I did not pick it out of there inventoryI was told it was everything I was looking forIn the attachment that I sent in the last message you can see that the salesmen believed that the vehicle was an Eco boost also he states how did we miss that which shows he knew that I was looking for a specific truck (Eco boost)
The dealership is in the process of removing all old addendums and reissuing new addendums with itemized adds ie ... tint, pin stripping, vin etch, nitrogen, door edge guards, and any other after market option added to the vehicle
This complaint was sent to my spam mail: I would like to reopen it because it is not resolved and speak with the owner because he wasn't available at the timeI would like to resolve this before going to the local news
Complaint: ***
I am rejecting this response because:
I signed the agreement with the condition the vehicle and
When I first went to Automax I explained that I was a disabled veteran. My husband and I requested that the Automax Salesperson assist us in finding me a safe and reliable car. I signed the AS IS Agreement with the condition that the car had been inspected, passed the state inspection and was safe to drive. (Inspection Sticker expires on 11/2014)
The next day I called my salesperson and asked if the car was inspected. I also mentioned that the tires/car had a burning smell and no windshield wiper fluid . (See photo of tires/part1&2). He said he THINK it was inspected.
A week pass and I didn't hear from the Automax Manager, so I took my car to a *** Service Department. The technician mentioned that the tires were unsafe to drive on and that the tires would not pass a state inspection. He suggested that I take the car back to the dealership because he was concerned I would get into an accident. He also stated the tires were showing rods/wires. Two other mechanics from other places stated the tires was not safe and would not pass a state inspection
I called the Automax Salesperson and again informed him about the Walmart Service Technicians and others comments about the car. My salesperson told me to bring the car in. When we arrived at the dealership several Automax personnel agreed that the tires were not safe and that I would not have any issues with receiving new tires. When I met with the sales manager we went back and forth about the discrepancies. He stated that my husband and I did the damages to the tiresAutomax would meet me halfway by purchasing one set of tires. This was witnessed by my husband and salesperson
(New Agreement with Automax Used Car Sales)
1) Pay for two front tires
When the service department looked at the vehicle they agreed that due to a large amount of inspections my car may not have received the full inspection. I was also told that if I did not change out the two back tires I would not pass my state inspectionI was sent to Discount Tires where Automax purchase some of their tires. Automax representation stated that I would get a discount off the two tires when I decided to purchase them
(Second Agreement with Automax Service Department after Agreement was signed ) (See Letter Part 1)
1) Discount two tires
2) Free inspection that included putting fluids in my car
3) Place air in tires
4) Alignment
*All these services were free of charge per Automax agreement*
Lastly the Point Inspection mileage was not check, it shows the same mileage for dates January 9, 2014, January 2014(Inspection) and February 4, There was no new state inspection completed by Automax(Mileage for all dates of service-See Letter Attached)
The sales department seen the tires, gave me their word after the agreement was signed, but did nothing.
Regards,
*** ***
The advertised price of the car included rebates if from Ford Motor Credit and a disclaimer was attached to the advertised price which stated that in order to get this price the car would have to be purchased through Ford Motor Credit. The customer came back the next day and want to finance
the car through his bank, but get the car at the advertised price which again had the disclaimer that in order to get the car at that price it must be financed through Ford Motor Credit. The customer was shown the disclaimer which stated the above and the breakdown sheet showing how we arrived at the sale price using the Ford motor Credit rebate. The customer has since be contacted and offered a sale price on the vehicle
To Whom it
May Concern,
We were able to reach out and schedule a meeting with the customerOnce he arrived we were able to share with him the details of his transaction to a level he was comfortable withWe also offered him the opportunity to exchange his purchase for a like modelOnce the options were presented he decided to retain the original deal and took delivery of the modelWe appreciate the opportunity to help better serve our customers
Respectfully,
Automax Management Team
Complaint: ***
I am rejecting this response because:I would like to reopen the complaint and reject the business' response. Some of the information stated by Automax in their response to my complaint was falseThe business does have a description of what their "appointments" are for, however the message only describes that Automax is now offering appointments due to their customers continuing to ask for themI did call on saturday and spoke with a gentleman about my vehicleHe stated that since he was not the representative over the repair of my specific vehicle that he couldn't give me any more information other than the basic response of, the technician was not working on it; saturdays are used for the minor repairs and fluid changes; and that work would resume on the following MondayOn at least two seperate occasions I asked about loaner vehicles and was told that Automax offers a shuttle but not loaner vehiclesI also made it very clear that I was going to have to get a rental car since my vehicle was going to be worked on for several daysWhen the time finally came for me to pick up my truck, I went to the desk where I get to pay for the servicesAfter receiving my invoice and the list of repairs and totals, I asked to speak with the original service representative, MrAndrew, the finance clerks told me that he was on lunch and would be back in an hourI of course did not have time to wait for an hour since I too was on my lunch break and was already running behind to get back to work. I then asked a different service representative and he couldn't give me any additional information that I need other than, MrAndrew would know best and he would be able to contact the Technicians that worked on the vehicle in the event there was a question that he couldnt answerIn closing, I would like to say that I am not displeased by MrAndrew at all, I am displeased at the lack of professionalism with the other Automax Employees that I came across from the clerks working at the payment desk, the representatives that told me to wait for Andrew, and especially the shuttle driverI am also displeased about the misleading "appointments" that are offered at AutomaxLastly, the reason I did not request to speak with a manager is, the employees I spoke with were already less than professional, not willing to get the answers to my questions, and continued to inform me that Andrew was the only one knowledgable of the details regarding my vehicleWith that said, those actions reflect their supervisors and managers so I did not feel the need to talk to someone else that was going to tell me to wait for AndrewI am not saying that all of the employees or all of the management is displeasing by any means, again, I am just saying that the personnel that I came into contact with were displeasing minus Andrew for the most part. Thank you for your time, *** ***
Regards,
Nicholas Webb
To whom it may concern:
We have made contact with the customer in an effort to better understand and address thier concerns. The miscommunication occurred due to a program change during the finance process to help them achieve thier payment objectiveWe are currently gathering physical
documentation necessary to provide closure to this misunderstanding by providing an easy to follow explanation as to what concessions were made by Automax in an effort to satisfy the customers desired outcome
Thank you for the opportunity,
Automax Management Team
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
Regards,
*** ***
In the matter surrounding *** *** Ford Explorerand his concern with his service visit at AutoMax FordMr*** came into ourservice department Thursday morning with an appointment, judging from hisremarks we fell short of setting his expectation of what an appointment meansat AutoMax
We have a document attached to each of our service advisors desk topromote the communication about appointmentsI will have this document as anattachment with this e-mailMr*** vehicle came in with a drivabilityconcern and a transmission concern, until we diagnose his concern we do notknow for certain that he has a transmission repair neededWe initiallyassigned his vehicle to the first available technician with the skill set todiagnose it, unfortunately Mr*** did in fact have a transmission concernthat would need to be addressed by our transmission technicianMr***vehicle had been reassigned in the afternoon of the 29th which meantthat his vehicle would not be looked at until the following day as thetransmission technician was unavailable due to his workload that was currentlybeing worked onMr*** vehicle was diagnosed by close of business thefollowing day and the estimate had to be first called in to Mr*** extendedwarranty to check for potential coverageThe advisor and technician were bothoff on Saturday the 31st however any advisor or myself as theservice manager would have been more than happy to discuss the progress of hisrepair and provide him with a status updateWe work on Saturday each week andthe only reason for us to not be able to do a repair is if a technician with aspecific skill set is off due to the rotation of off daysMonday morningAndrew, Mr*** service advisor called his extended warranty which actuallywas the start of a few phone calls to the extended warranty and eventually aphone call to Mr*** at around 3:who declined the drivability portion ofrepairs but did approve repairs to the transmissionAt that point we orderedparts as they were not in stock but arrived the next day which was the 3rdof FebruaryWe completed repairs on the4th and notified Mr*** that vehicle was completedTypically withany business or even the Military, should there be a situation that isdissatisfactory there would be a chain of command to which you should havedirected your concerns to get that situation resolvedThroughout Mr***visit Andrew was unaware of any situation that would have led him to believethat Mr*** was unhappy with his visitRegretfully I was unaware of thissituation as wellAutoMax is consistently challenged to think outside the boxwhen it comes to customer serviceOur shuttle driver hours do not alwaysdictate our hours for our shuttle, it is a general guidelineWe also have loanervehicles for alternative transportation in the event one is needed and one isavailableLunch hours can not and do not determine our ability to assist acustomerI feel as though there may have been a communication disconnect andcan absolutely say that this perception of Mr*** is not the way AutoMaxoperates. Automax supports the Militaryvery much with donations to AUSA, as well as donating a Car for the NCO andSoldier of the Year to drive FREE for a year. We very much care for our soldiers, and hope that we can communicateeffectively for Mr*** in resolving his concerns. Again, we would ask Mr*** in the future toplease consult with a manager if you feel you are being treated unfairly or ifyou are not getting the results you think you should get. We appreciate your business and wantcustomers for Life
To the concerned,
We appreciate the opportunity to resolve this outstanding customer concernWe have reached out with the customer and have resolved the issueWe will make sure that the information for the cancellation will be filled out appropriately with the original request dateThis will
ensure that she receives the full refund amount owed from the date of the original request
Respectfully,
The Automax Management Team
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
Regards,
*** ***
To Whom it May Concern,
We have worked to resolve the issue with the customerWe appreciate the feedback provided and feel like the disconnect in the transaction has been bridgedThank you for the opportunity to better serve our customers
Respectfully,
Automax Management Team
Complaint: ***
I am rejecting this response because: In my original complaint I detailed my desired resolutionThat being, a refund of the unused portion of the GAP insurance policy I purchasedWhat I received is an email from the company asking me to fill out another formSo, although the company did finally respond to my emails, I don't consider the issue resolved as I have not received the desired resolution detailed in the original complaint.
Regards,
*** ***
To The Revdex.com, The truck that the customer purchased was the truck that he selected from our inventoryA few days after taking delivery of the vehicle is when he made us aware that he desired the Eco Boost engine and not the 5.0L VThe different engine was only noticed
by one of his friends and not by himself. The customer also stated that the ride was the same between the two engines and he couldn't feel the difference Once we sat down with him he stated that his biggest issue was the gas mileage. We then showed him that his truck (engine) was getting better gas mileage than an Eco boost engineAt that time he stated that he needed the different engine for towing purposesHe admitted that he told the salesperson "Yes this is the truck" when it was pulled up for himWe don't feel that we misled the customer at any point in the processWe are, however, regretful that he is dissatisfied with his selected vehicleWe hope that the provided comparison in gas mileage and towing capacity helps alleviate his concern.Thank you for the opportunity,Automax Management
Again, Automax apologize for Mr*** less than professionalservice. I accept the fact that wefailed at setting proper expectations of an appointment. We will work on fixing this problemI cannot make excuses for any employee who potentially makes a poor decision by wewill use these situation for training purposes to try alleviate these types forproblems from reoccurring. Again, it istruly unfortunate the MrWebb did not have the time to speak with me about hisconcerns. However, we will continue towork on these areas of concern to ensure they don’t happen again. Sincerely, Tim Scott Service Manager
To Concerned Parties,The customer originally came in on a different truck advertised on our website, but he found that it didn't have the equipment that he was interested inWhen he looked at additional inventory he found a different Fand was given the same opportunity to make sure that the vehicle was equipped to his satisfaction. He optioned not to test drive the selected vehicle before he agreed to figures and consented to purchase. We have offered to make the first payment for the customer as a gesture of goodwill and to let him know that his satisfaction is important to us. Thank you for your time,Automax Management Team
Complaint: [redacted] I am rejecting this response because:That in no way was how the deal happenedThe sales manager I believe his name was [redacted] was trying to make me believe that there was no difference between the two trucksI only wanted three thing in the truck 4x4, back up camera, and the Eco boostI told the sales men what I found at another dealership (fEco boost) he said would I by from them if he could beat there deal I said yesI was originally looking at a Eco boost with miles but passed because it did not have a back up cameraAfter hours of looking the sales men pulled up in a fthat looked exactly like the truck from the other dealership he said this is what I was looking forAs far as not feeling the difference in driving the truck I have never owned a Eco boostI am the one who found that it had the wrong motor when I was showing a friend my truckI called the salesmen at that moment and he said how could we have missed that so he knew what I wanted and that I clearly stated that was what I wanted at the start of the saleThe salesmen said let me see what I can do to fix itI have the text of the salesmen stating that he didn't know how we missed that Regards, [redacted] ***
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
Regards,
*** ***
To Whom it May Concern,
Thank you for the opportunity to research the details of this transactionAutomax has a process in place to help address the concerns outlined by the customerWe have documentation that is given to a customer if they are promised any service after a sale takes place - we
call these documents "we-owes." We negotiate the deal and keep records of these promised services in every customer fileUpon review of the customer's file, we were unable to find anything in relation to Automax's involvment with the purchase, replacement, repair, or servicing of any existing tire or other issueI was able to find find the *** Dealer's Buyer's Guide (signed by the customer) disclosing that the vehicle was purchased AS IS and the customer will be responsible for any repairs regardless of any oral statements made about the vehicle
However, if the customer is able to provide documentation given to them from Automax about the repair or replacement of any tire(s), we would be more than happy to fullfill any commitments made
Thank you again for the opportunity,
Automax Management Team
04-16-15 I APOLOGIZE FORTHIS SITUATION NOT BEING RESOLVEDWHEN MR*** CAME AND VISITEDWITH ME ABOUT THE CONCERN OF THE OIL FILTER CAUSING A OIL LEAK, WEDISCUSSED THE RESOLUTION THAT WOULD BE APPROPRIATE.MR***PROVIDED A COPY OF THE REPAIR ORDER FROM CHEVYLAND CHEVROLET WHICHHAD A TOTAL
OF $AND ALSO REVEALED THE MILES WHICH WAS 46802.THE FREE OIL CHANGE THAT AUTOMAX DONE FOR MR*** WITH AN AUSACOUPON WAS DONE ON 8/15/AND THE MILES ON HIS VEHICLE AT THAT TIMEWAS THE SERVICE INTERVAL FOR THIS VEHICLE ACCORDING TO*** *** AT ALL AMERICAN CHEVROLET HERE IN KILLEEN IS EVERY 5000MILESUNDERSTANDING THIS, MR***'S VEHICLE WAS ACTUALLY DUE FORAN OIL CHANGE, HOWEVER WE STILL WANTED TO MAINTAIN EXCELLENT CUSTOMERSERVICE AND TAKE CARE OF MR***ONE OF THE OPTIONS WAS A STORECREDIT FOR $ AS THIS WOULD BE AN OPPORTUNITY TO BRING THECUSTOMER BACK AND ALLOW US TO RESTORE HIS FAITH IN OUR SERVICE AND ATTHE SAME TIME PROVIDE A GREATER VALUE THAN WHAT MR*** PAID FORHIS OIL CHANGE ($109.63)HE AGREED THAT THIS WAS AN ACCEPTABLESOLUTION AND THEN CAME BACK SHORTLY AFTER WANTING TO USE THE CREDITTOWARDS WINDOW TINT WHICH WOULD HAVE BEEN FINEOUR RETAIL WINDOWTINT IS $AND MR*** CHOSE TO JUST BE REFUNDED RATHER THANGET THE WINDOWS TINTEDREFUNDING MR*** WAS THE OTHER OPTION,AND IF REFUNDING WAS TO BE THE COURSE OF ACTION IT WOULD HAVE BEENACTUAL COST BASED ON WHAT WAS PAID BY MR*** AT THE OTHERDEALERSHIPI SHOULD HAVE FOLLOWED UP ON THE CHECK REQUEST FOR MR.*** TO INSURE HE WAS IN FACT REFUNDEDI CALLED MR***'S PHONE# AND LEFT A MESSAGE FOR HIM TO GIVE ME A CALL ON MY CELL ####-###-#### AS THIS IS THE BEST WAY TO REACH MEI WAS GOING TOAPOLOGIZE TO HIM AND OFFER TO DO THE WINDOW TINT IF HE HAD NOT GOT ITDONE YET OR GO AHEAD WITH THE REFUND, HIS CHOICEOUR GOAL IS TORESOLVE THIS FOR MR***.*** ***AUTOMAX###-###-####
Complaint: ***
I am rejecting this response because:
Regards,
*** *** The vehicle that I have was not on the lot it was driven to the front door by the salesmen, where it came from I'm not sure but was not one of the ones on the lot I did not pick it out of there inventoryI was told it was everything I was looking forIn the attachment that I sent in the last message you can see that the salesmen believed that the vehicle was an Eco boost also he states how did we miss that which shows he knew that I was looking for a specific truck (Eco boost)
The dealership is in the process of removing all old addendums and reissuing new addendums with itemized adds ie ... tint, pin stripping, vin etch, nitrogen, door edge guards, and any other after market option added to the vehicle
This complaint was sent to my spam mail: I would like to reopen it because it is not resolved and speak with the owner because he wasn't available at the timeI would like to resolve this before going to the local news
Complaint: ***
I am rejecting this response because:
I signed the agreement with the condition the vehicle and
When I first went to Automax I explained that I was a disabled veteran. My husband and I requested that the Automax Salesperson assist us in finding me a safe and reliable car. I signed the AS IS Agreement with the condition that the car had been inspected, passed the state inspection and was safe to drive. (Inspection Sticker expires on 11/2014)
The next day I called my salesperson and asked if the car was inspected. I also mentioned that the tires/car had a burning smell and no windshield wiper fluid . (See photo of tires/part1&2). He said he THINK it was inspected.
A week pass and I didn't hear from the Automax Manager, so I took my car to a *** Service Department. The technician mentioned that the tires were unsafe to drive on and that the tires would not pass a state inspection. He suggested that I take the car back to the dealership because he was concerned I would get into an accident. He also stated the tires were showing rods/wires. Two other mechanics from other places stated the tires was not safe and would not pass a state inspection
I called the Automax Salesperson and again informed him about the Walmart Service Technicians and others comments about the car. My salesperson told me to bring the car in. When we arrived at the dealership several Automax personnel agreed that the tires were not safe and that I would not have any issues with receiving new tires. When I met with the sales manager we went back and forth about the discrepancies. He stated that my husband and I did the damages to the tiresAutomax would meet me halfway by purchasing one set of tires. This was witnessed by my husband and salesperson
(New Agreement with Automax Used Car Sales)
1) Pay for two front tires
When the service department looked at the vehicle they agreed that due to a large amount of inspections my car may not have received the full inspection. I was also told that if I did not change out the two back tires I would not pass my state inspectionI was sent to Discount Tires where Automax purchase some of their tires. Automax representation stated that I would get a discount off the two tires when I decided to purchase them
(Second Agreement with Automax Service Department after Agreement was signed ) (See Letter Part 1)
1) Discount two tires
2) Free inspection that included putting fluids in my car
3) Place air in tires
4) Alignment
*All these services were free of charge per Automax agreement*
Lastly the Point Inspection mileage was not check, it shows the same mileage for dates January 9, 2014, January 2014(Inspection) and February 4, There was no new state inspection completed by Automax(Mileage for all dates of service-See Letter Attached)
The sales department seen the tires, gave me their word after the agreement was signed, but did nothing.
Regards,
*** ***
The advertised price of the car included rebates if from Ford Motor Credit and a disclaimer was attached to the advertised price which stated that in order to get this price the car would have to be purchased through Ford Motor Credit. The customer came back the next day and want to finance
the car through his bank, but get the car at the advertised price which again had the disclaimer that in order to get the car at that price it must be financed through Ford Motor Credit. The customer was shown the disclaimer which stated the above and the breakdown sheet showing how we arrived at the sale price using the Ford motor Credit rebate. The customer has since be contacted and offered a sale price on the vehicle
To Whom it
May Concern,
We were able to reach out and schedule a meeting with the customerOnce he arrived we were able to share with him the details of his transaction to a level he was comfortable withWe also offered him the opportunity to exchange his purchase for a like modelOnce the options were presented he decided to retain the original deal and took delivery of the modelWe appreciate the opportunity to help better serve our customers
Respectfully,
Automax Management Team
Complaint: ***
I am rejecting this response because:I would like to reopen the complaint and reject the business' response. Some of the information stated by Automax in their response to my complaint was falseThe business does have a description of what their "appointments" are for, however the message only describes that Automax is now offering appointments due to their customers continuing to ask for themI did call on saturday and spoke with a gentleman about my vehicleHe stated that since he was not the representative over the repair of my specific vehicle that he couldn't give me any more information other than the basic response of, the technician was not working on it; saturdays are used for the minor repairs and fluid changes; and that work would resume on the following MondayOn at least two seperate occasions I asked about loaner vehicles and was told that Automax offers a shuttle but not loaner vehiclesI also made it very clear that I was going to have to get a rental car since my vehicle was going to be worked on for several daysWhen the time finally came for me to pick up my truck, I went to the desk where I get to pay for the servicesAfter receiving my invoice and the list of repairs and totals, I asked to speak with the original service representative, MrAndrew, the finance clerks told me that he was on lunch and would be back in an hourI of course did not have time to wait for an hour since I too was on my lunch break and was already running behind to get back to work. I then asked a different service representative and he couldn't give me any additional information that I need other than, MrAndrew would know best and he would be able to contact the Technicians that worked on the vehicle in the event there was a question that he couldnt answerIn closing, I would like to say that I am not displeased by MrAndrew at all, I am displeased at the lack of professionalism with the other Automax Employees that I came across from the clerks working at the payment desk, the representatives that told me to wait for Andrew, and especially the shuttle driverI am also displeased about the misleading "appointments" that are offered at AutomaxLastly, the reason I did not request to speak with a manager is, the employees I spoke with were already less than professional, not willing to get the answers to my questions, and continued to inform me that Andrew was the only one knowledgable of the details regarding my vehicleWith that said, those actions reflect their supervisors and managers so I did not feel the need to talk to someone else that was going to tell me to wait for AndrewI am not saying that all of the employees or all of the management is displeasing by any means, again, I am just saying that the personnel that I came into contact with were displeasing minus Andrew for the most part. Thank you for your time, *** ***
Regards,
Nicholas Webb
To whom it may concern:
We have made contact with the customer in an effort to better understand and address thier concerns. The miscommunication occurred due to a program change during the finance process to help them achieve thier payment objectiveWe are currently gathering physical
documentation necessary to provide closure to this misunderstanding by providing an easy to follow explanation as to what concessions were made by Automax in an effort to satisfy the customers desired outcome
Thank you for the opportunity,
Automax Management Team
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
Regards,
*** ***
In the matter surrounding *** *** Ford Explorerand his concern with his service visit at AutoMax FordMr*** came into ourservice department Thursday morning with an appointment, judging from hisremarks we fell short of setting his expectation of what an appointment meansat AutoMax
We have a document attached to each of our service advisors desk topromote the communication about appointmentsI will have this document as anattachment with this e-mailMr*** vehicle came in with a drivabilityconcern and a transmission concern, until we diagnose his concern we do notknow for certain that he has a transmission repair neededWe initiallyassigned his vehicle to the first available technician with the skill set todiagnose it, unfortunately Mr*** did in fact have a transmission concernthat would need to be addressed by our transmission technicianMr***vehicle had been reassigned in the afternoon of the 29th which meantthat his vehicle would not be looked at until the following day as thetransmission technician was unavailable due to his workload that was currentlybeing worked onMr*** vehicle was diagnosed by close of business thefollowing day and the estimate had to be first called in to Mr*** extendedwarranty to check for potential coverageThe advisor and technician were bothoff on Saturday the 31st however any advisor or myself as theservice manager would have been more than happy to discuss the progress of hisrepair and provide him with a status updateWe work on Saturday each week andthe only reason for us to not be able to do a repair is if a technician with aspecific skill set is off due to the rotation of off daysMonday morningAndrew, Mr*** service advisor called his extended warranty which actuallywas the start of a few phone calls to the extended warranty and eventually aphone call to Mr*** at around 3:who declined the drivability portion ofrepairs but did approve repairs to the transmissionAt that point we orderedparts as they were not in stock but arrived the next day which was the 3rdof FebruaryWe completed repairs on the4th and notified Mr*** that vehicle was completedTypically withany business or even the Military, should there be a situation that isdissatisfactory there would be a chain of command to which you should havedirected your concerns to get that situation resolvedThroughout Mr***visit Andrew was unaware of any situation that would have led him to believethat Mr*** was unhappy with his visitRegretfully I was unaware of thissituation as wellAutoMax is consistently challenged to think outside the boxwhen it comes to customer serviceOur shuttle driver hours do not alwaysdictate our hours for our shuttle, it is a general guidelineWe also have loanervehicles for alternative transportation in the event one is needed and one isavailableLunch hours can not and do not determine our ability to assist acustomerI feel as though there may have been a communication disconnect andcan absolutely say that this perception of Mr*** is not the way AutoMaxoperates. Automax supports the Militaryvery much with donations to AUSA, as well as donating a Car for the NCO andSoldier of the Year to drive FREE for a year. We very much care for our soldiers, and hope that we can communicateeffectively for Mr*** in resolving his concerns. Again, we would ask Mr*** in the future toplease consult with a manager if you feel you are being treated unfairly or ifyou are not getting the results you think you should get. We appreciate your business and wantcustomers for Life
To the concerned,
We appreciate the opportunity to resolve this outstanding customer concernWe have reached out with the customer and have resolved the issueWe will make sure that the information for the cancellation will be filled out appropriately with the original request dateThis will
ensure that she receives the full refund amount owed from the date of the original request
Respectfully,
The Automax Management Team
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
Regards,
*** ***
To Whom it May Concern,
We have worked to resolve the issue with the customerWe appreciate the feedback provided and feel like the disconnect in the transaction has been bridgedThank you for the opportunity to better serve our customers
Respectfully,
Automax Management Team
Complaint: ***
I am rejecting this response because: In my original complaint I detailed my desired resolutionThat being, a refund of the unused portion of the GAP insurance policy I purchasedWhat I received is an email from the company asking me to fill out another formSo, although the company did finally respond to my emails, I don't consider the issue resolved as I have not received the desired resolution detailed in the original complaint.
Regards,
*** ***
To The Revdex.com, The truck that the customer purchased was the truck that he selected from our inventoryA few days after taking delivery of the vehicle is when he made us aware that he desired the Eco Boost engine and not the 5.0L VThe different engine was only noticed
by one of his friends and not by himself. The customer also stated that the ride was the same between the two engines and he couldn't feel the difference Once we sat down with him he stated that his biggest issue was the gas mileage. We then showed him that his truck (engine) was getting better gas mileage than an Eco boost engineAt that time he stated that he needed the different engine for towing purposesHe admitted that he told the salesperson "Yes this is the truck" when it was pulled up for himWe don't feel that we misled the customer at any point in the processWe are, however, regretful that he is dissatisfied with his selected vehicleWe hope that the provided comparison in gas mileage and towing capacity helps alleviate his concern.Thank you for the opportunity,Automax Management
Again, Automax apologize for Mr*** less than professionalservice. I accept the fact that wefailed at setting proper expectations of an appointment. We will work on fixing this problemI cannot make excuses for any employee who potentially makes a poor decision by wewill use these situation for training purposes to try alleviate these types forproblems from reoccurring. Again, it istruly unfortunate the MrWebb did not have the time to speak with me about hisconcerns. However, we will continue towork on these areas of concern to ensure they don’t happen again. Sincerely, Tim Scott Service Manager
To Concerned Parties,The customer originally came in on a different truck advertised on our website, but he found that it didn't have the equipment that he was interested inWhen he looked at additional inventory he found a different Fand was given the same opportunity to make sure that the vehicle was equipped to his satisfaction. He optioned not to test drive the selected vehicle before he agreed to figures and consented to purchase. We have offered to make the first payment for the customer as a gesture of goodwill and to let him know that his satisfaction is important to us. Thank you for your time,Automax Management Team