Received call from Jeremy *** at AC Motors, providing business responseAs it concerns Mr ***'s statement that he was unaware of the cost / terms of the service plan he purchased, Mr *** says that this was not the case -- that Mr *** signed off on the purchase in three
places.With regard to the serpentine belt, Mr *** says that no one at AC Motors would've discussed the condition of the serpentine belt with him prior to purchaseHe says that when Mr *** contacted AC Motors in January about the serpentine belt, the dealer expressed some initial willingness to work with him toward a resolution, but ultimately had to end the dialogue when Mr *** became argumentative and used abusive language with employeesMr *** says vehicle records indicate Mr *** brought the vehicle into River Oaks Toyota (sp?), when it was determined that the vehicle had a hole in its motorHe says at this point, records indicate Mr *** had put approximately 28,miles on the car in the span of days, and when asked to provide copies of oil change records for an open Allstate claim for engine replacement, would not do soMr *** points out that Allstate has not yet denied Mr ***'s engine replacement claim, but that Mr *** needs to provide requested oil change records to move forward with the processWith regard to the excessive oil consumption issue, Mr *** says Toyota actually has an open campaign on this issue, and has a process in place for consumers who feel they may be eligible for engine repair / replacement under the process. http://www.choisserimports.com/what-to-do-about-toyotas-excessive-oil-consumptio...⇄ />
Mr *** says AC Motors is generally willing to work with customers after the sale, but that Mr ***'s previous interactions with the dealership have made it difficult to do so, and that he needs to pursue these concerns by following procedures outlined by Allstate and Toyota
Initial Business Response /* (1000, 5, 2015/07/28) */
Mr*** *** came to Automotive Concepts to obtain financing for the purchase of a vehicleMr***'* application was submitted to four banks (*** (aka ***), and ***)
on June 17th, No other requests for an auto loan were made by Automotive Concepts after that datePlease understand, that when an applicant is denied the extension of credit by a lending institution, that the lending institution is required to send a notice to the applicant citing the reason for their credit decisionAutomotive Concepts does not have control over the timing of when these lending institutions send out the letters the letters may sometimes arrives several weeks after the application is submitted and deniedPlease accept our apologies for any confusion this may have createdIf any further clarification is needed, or any questions remain, please contact us so they may be addressed
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 13, 2014/04/14) */
This customer bounced a $check for his down payment on the lexus he boughtIt had over miles and was sold as is no free work promised or impliedThe customer promised to pay us for the bounced check several times and never
didHe complained of three problemsBad Egg SmellCreak in the front passenger wheelRear Driver Door opened stifleyWe bought the vehicle to Lexus of Wayzata and they said They could find no bad smellWe also dorve the vehicle several times and found no smellLexus found no creak in the front passenger wheelWe also drove and found no creak in wheelLexus said replace hinge in rear driver door to fix stiff openingWe agreed to replace the hinge after he paid us for the bounce down paymentThe customer's response was to complain to the Revdex.com
Initial Consumer Rebuttal /* (3000, 15, 2014/04/22) */
Received consumer response via e-mail to Revdex.com:
"*** I want to response to AC Motors claimsThe fact are after purchasing the Lexus I contacted *** finance manager at AC motors within hours of the purchaseAllow me to back up for a moment the smell, the door an the noise coming from the front passenger side was noticed right away an noted by ***We texted each other an he told me that he would take care of things the following MondayHe also gave me the name of the service manager how would be taking care if the issue
I took the care in several times an each drive along the service guy an *** heard the noise coming from the front endRegarding the door I was told that it was due the door not being usedThey lubed the door an said it would get betterAfter several time of the same issue an not getting to the bottom of the issue, *** the finance manager told me to contact *** the ownerI did an after several attempt to resolve the issues my claims an calls weren't returnedIt wasn't until I sent *** the owner a text stating that I was going to file a claim with the Revdex.comHe then asked me to bring the car in so he could do a ride alongI stopped back to AC motors on December 9th an *** an I drove the carHe heard the noise coming from the front an also say the issue with the doorThe only thing he wasn't able to replicate was the smell*** then suggested that Lexus look at my car so that we could get to the bottom of what was going on
AC motors claim that the Lexus dealership checked my car out an found nothing wrongWhat ACMotors failed to say was that yes my car was scheduled to be inspected but ACMotors picked my car up from them before there scheduled day to inspect my car which was December 16thWhile I was driving one of there loaner cars while mine was to be repaired, there loaner car broke down on me in the middle of a busy street Hennepin avenue during rush hour trafficAfter I contacted ACMotors an called *** "the owner" he sent one of his worker to pick up my car from LexusThis was Friday December 13th
I contacted Lexus of Wayzata Saturday December 14th an was informed by the adviser working on my car that ACMotors instructed them to stop working on my car
Regarding the $dollar check that ACMotors claims that I bounced, I contacted *** an informed him that I would be stopping payment on that checkI do have electronic text messages from both *** the owner an *** the finance managerACMotors were absolutely aware of these issues before selling me the carI've since had my car look over by another dealership an they have also confirmed that there are issues with a sway bar on the passenger sideThat's were the noise is coming from
ACMotors also claimed that they told me they would replace the door hingesTo date there has been no attempts made by ACMotors to fix or resolve these issues
This is the second car I've purchased from them an the results are the sameIt is my belief that ACMotors sells lemons an prey on those that are trying to rebuild or don't have the best of creditMy position remains I would like them to either repair all items that's been reported or purchase back this Lexus an return my trade or money."
Initial Business Response /* (1000, 6, 2015/12/18) */
Mr. [redacted] purchased a 2007 Toyota Camry from AC Motors on October 21st 2015. At the time of sale the car was eight years old and had more than 75,000 miles on it, which makes the vehicle an "AS IS" purchase.
When Mr. [redacted]...
purchased the Camry he was informed that the car had no implied warranty and signed the "As Is" agreement.
Mr. [redacted] was offered a choice of four different extended service plans and had the choice to decline all of them.
He decided to purchase an AllState 3 year/36,000 mile plan with a $100 deductible.
He was in no way forced to buy this warranty and he has the option to cancel it at any time for a refund.
If Mr. [redacted] would like us to fix his car, we can facilitate the claim with AllState and additionally offer to waive the $100 deductible fee that would apply to Mr. [redacted] upon completion.
At AC Motors we take pride in all of the used cars we sell and pre-inspect them to vet any problems. Unfortunately used or new cars need maintenance from time to time which may not be foreseen at the time of purchase.
I am rejecting this response because:
I feel that they sold the car with the service engine soon light on and said that they stood by their product knowing that this light was on. They should cover the repair at 50%. I still would like this complaint to stay on their record.
It is pretty ridiculous that a car dealership would try to screw its customers like they did. I want others to know what they are capable of. I am 65 years old and needed a car. I heard good things about this dealership. That is why I went to them in the first place. I am appalled now.
Business Response /* (1000, 18, 2014/08/06) */
Mr. [redacted] purchased an extended warranty on a vehicle that we financed for him. The cost of this warranty was financed into his vehicle loan. By law, we state that a customer can cancel an extended warranty at any time.
[redacted]...
contacted us letting us know that he would like to cancel his warranty on November 12th. That same day, we honored our policy an immediately applied for a refund from the 3rd party company that sold the extended warranty.
This refund was received by Automotive Concepts in March and was directly sent to the 3rd party credit union who provided the loan for Mr. [redacted]'s vehicle.
According to the contract, when the warranty is financed, the amount of the refund HAS to be applied to the balance of the loan on the vehicle. The bank is the lien holder on the vehicle, therefor their collateral depreciates when the extended contract is canceled. This is why the refund is applied to the loan and not refunded in cash.
This customer was unwilling to listen and understand the process as we have described it here. His warranty has been canceled and the money refunded in a credit to his loan.
Business Response /* (1000, 19, 2014/08/14) */
This customer's vehicle had a remote start and flip down TV installed that were not installed at Automotive Concepts, the vehicle was purchased used by the customer.
She called Automotive Concepts letting us know that she was referred by a...
dealership in town that uses our services. Despite not having installed these parts, we offered to fix both items.
The remote start fobs were not working and the flip down TV dome light was not hooked up correctly. We told the customer that we could replace the batteries in the fobs and reprogram them to the vehicle and hook up the dome light properly. We also rewired some faulty wiring on the remote starter. We completed the work and charged the customer exactly what we quoted her. Everything worked properly when the vehicle left.
The customer called us 10 days later letting us know that the remote start fob was only working inside of the vehicle. She came back in and we inspected the remote start system again and determined that the key fob needed to be replaced with a new one and reprogrammed. We offered a discounted price on the new remote and programming. The vehicle was returned again working correctly.
The customer called again 18 days later letting us know that the remote starter was not working at all now. Knowing the customer was frustrated with her old, faulty remote starter, we offered to not only pick up the vehicle but also deliver it back to her free of charge. We inspected the vehicle and found that the remote starter antenna has failed. We replaced this antenna for FREE of charge for the customer and returned the vehicle working 100% correctly. None of the parts replaced by us were originally installed by Automotive Concepts OR under any sort of warranty. We were offering free parts and service out of good faith for a customer in a tough position. We were in no way obligated to do this.
The customer mentioned a chip in her windshield that turned into a crack. This can happen at any time, and if it did in fact happen while it was at our shop, it was purely coincidence and had no correlation to our work provided. If the customer has full coverage on her car insurance the windshield could be replaced for free. We would be happy to arrange that.
We went WAY out of our way on this money losing job out of good faith and the fact that she was a customer of a dealership that we have a strong partnership with. All of the service that we provided was 100% necessary to fix faulty or failing parts on an old, outdated remote starter. There was no way for us to predict that these old parts would continue to fail and it was an unfortunate experience for the customer to end up in. We continued to offer friendly and discounted service to please this customer. Unfortunately she is just one of those small percentage of customers that can not be pleased.
Consumer Response /* (3000, 21, 2014/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to Hyundia in Inver Grove Heights (Whom I do have a warranty with) They said all the work was done there during the Denny Hecker thing. And no I'm not happy. My light in the car is not working again. The wire from the drop down in the car is haning there. The car starter don't work, the doors don't unlock... small percentage of customers no pleased. I would have paid $500 no problem (which I did) to have it all still working. It is all not working so tell me would you be happy about this. Why don't you just give me $500 for nothing and see if that makes you happy. Then to take this long to respond to a customer. Really!!!
Business Response /* (1000, 19, 2014/08/14) */
This customer's vehicle had a remote start and flip down TV installed that were not installed at Automotive Concepts, the vehicle was purchased used by the customer.
She called Automotive Concepts letting us know that she was referred by a dealership in town that uses our services. Despite not having installed these parts, we offered to fix both items.
The remote start fobs were not working and the flip down TV dome light was not hooked up correctly. We told the customer that we could replace the batteries in the fobs and reprogram them to the vehicle and hook up the dome light properly. We also rewired some faulty wiring on the remote starter. We completed the work and charged the customer exactly what we quoted her. Everything worked properly when the vehicle left.
The customer called us 10 days later letting us know that the remote start fob was only working inside of the vehicle. She came back in and we inspected the remote start system again and determined that the key fob needed to be replaced with a new one and reprogrammed. We offered a discounted price on the new remote and programming. The vehicle was returned again working correctly.
The customer called again 18 days later letting us know that the remote starter was not working at all now. Knowing the customer was frustrated with her old, faulty remote starter, we offered to not only pick up the vehicle but also deliver it back to her free of charge. We inspected the vehicle and found that the remote starter antenna has failed. We replaced this antenna for FREE of charge for the customer and returned the vehicle working 100% correctly. None of the parts replaced by us were originally installed by Automotive Concepts OR under any sort of warranty. We were offering free parts and service out of good faith for a customer in a tough position. We were in no way obligated to do this.
The customer mentioned a chip in her windshield that turned into a crack. This can happen at any time, and if it did in fact happen while it was at our shop, it was purely coincidence and had no correlation to our work provided. If the customer has full coverage on her car insurance the windshield could be replaced for free. We would be happy to arrange that.
We went WAY out of our way on this money losing job out of good faith and the fact that she was a customer of a dealership that we have a strong partnership with. All of the service that we provided was 100% necessary to fix faulty or failing parts on an old, outdated remote starter. There was no way for us to predict that these old parts would continue to fail and it was an unfortunate experience for the customer to end up in. We continued to offer friendly and discounted service to please this customer. Unfortunately she is just one of those small percentage of customers that can not be pleased.
Consumer Response /* (3000, 21, 2014/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to Hyundia in Inver Grove Heights (Whom I do have a warranty with) They said all the work was done there during the Denny Hecker thing. And no I'm not happy. My light in the car is not working again. The wire from the drop down in the car is haning there. The car starter don't work, the doors don't unlock... small percentage of customers no pleased. I would have paid $500 no problem (which I did) to have it all still working. It is all not working so tell me would you be happy about this. Why don't you just give me $500 for nothing and see if that makes you happy. Then to take this long to respond to a customer. Really!!!
Business Response /* (4000, 30, 2015/01/07) */
I understand that the customer, [redacted], feels this complaint is unresolved, and would like to take the time to try and bring some resolution to the matter.
[redacted] purchased a 2007 Hyundai Santa Fe from Inver Grove Hyundai as a used vehicle in early 2013. At the time she purchased the vehicle, the Sante Fe was already 6 years old. (As a side note: The standard warranty period for products installed by Automotive Concepts is 3 years).
On January 22nd, 2013 -- [redacted] contacted Automotive Concepts regarding issues with 3 items in her vehicle: 1) Remote starter will not lock/unlock the vehicle unless she is inside the vehicle, 2) Dome lights on the overhead DVD player are not working, 3) Back-up camera does not work. At this point in time, [redacted] was notified that Automotive Concepts did not originally install these products on the vehicle. At that time, she declined receiving an estimate for any repairs (Reference Work Order# [redacted]).
On February 11th, 2014 - [redacted] again contacted Automotive Concepts regarding her vehicle. She was again notified that her products are not under warranty with Automotive Concepts, and was quoted the cost for the recommended repairs. The repairs were made (Reference Invoice# [redacted]), which included: replacing the batteries in the remotes & reprogramming them to the vehicle; re-wiring the dome lights to the doors; and repairing wiring in the remote start system.
On February 17th, 2014 - [redacted] contacted Automotive Concepts stating she was still having issues with her remotes, and is only able to lock/unlock the vehicle when she is inside the vehicle. At this point, Automotive Concepts recommended replacing the entire remote, rather than just reprogramming the existing remotes. The customer came into Automotive Concepts on February 24th, 2014 for the new remote (Reference Invoice# [redacted]). When the customer left Automotive Concepts with her vehicle, everything was functioning properly.
On March 4th, 2014 - [redacted] again contacted Automotive Concepts, stating that the remote starter is not working again. If this new issue were found to be related to any work already performed by Automotive Concepts, then the repairs would be made under the warranty --- If the new issue were found to be related to something else, then there would be a charge associated with the repairs. In this case, the service advisor who had been assisting the customer, Nathan, was able to gain approval to try and get this resolved for customer for no additional charge, regardless of the cause. ([redacted] had purchased the vehicle from a dealership that has a relationship with Automotive Concepts). So, the service advisor arranged the pick-up of [redacted]'s vehicle from her home so that she didn't have to drive back into our facility. The remotes had already been replaced and reprogrammed and were still functioning properly, so the next course of action to get the remote start functional, was to replace the actual antenna in the vehicle (Reference Invoice# 8063). The technician performed the work, and [redacted]'s vehicle was delivered back to her home - all free of charge.
The service advisor at Automotive Concepts has gone above and beyond in an attempt to resolve this situation, and do not agree that a full refund is a mutually agreeable solution.
[redacted]corresponding documents attached.
Initial Business Response /* (1000, 8, 2015/08/10) */
Hello [redacted],
It is unfortunate that your experience in resolving this issue has not gone well and that the issue is still lingering.
I have done some further research into the issue and what the cause(s) may be. The next recommended...
course of action to take is disconnecting the remote start system so that each of the issues can be isolated, identified and addressed. To setup an appointment, you may contact me directly at (763) [redacted]. ~Catherine
Initial Consumer Rebuttal /* (3000, 10, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told this would cost me $100.00 it is not mentioned if cost is still that. Also AC has disconnected the remote starter 4 times each time my vehicle has been left at place 4-5 hours with no resolve. I am asking that the dash is removed and wiring rechecked. The popping noise is resolved another place replaced my AMP. The issue is my running lights are not working properly, when suv alarmed the park lights should come on but instead the running lights come on but are not coming on when running lights should be on. The running lights were working properly before having AC install remote start. I have had to replace headlight bulbs 6-7 times and have only had the suv 8 months. I am asking that AC check the wiring. Also the batteries in the remote are going out every month one remote has stopped working, even though batteries changed. I would like to know the cost to replace the defective system with a properly wired working on.
Final Business Response /* (4000, 15, 2015/08/31) */
Hello [redacted],
Please Nathan at (763) [redacted] to schedule a time to have a completely new remote starter installed in your vehicle. This work will be performed at no charge to you.
If you have any other questions or concerns, you contact me directly at (763) [redacted]. ~Catherine
Received call from Jeremy *** at AC Motors, providing business responseAs it concerns Mr ***'s statement that he was unaware of the cost / terms of the service plan he purchased, Mr *** says that this was not the case -- that Mr *** signed off on the purchase in three
places.With regard to the serpentine belt, Mr *** says that no one at AC Motors would've discussed the condition of the serpentine belt with him prior to purchaseHe says that when Mr *** contacted AC Motors in January about the serpentine belt, the dealer expressed some initial willingness to work with him toward a resolution, but ultimately had to end the dialogue when Mr *** became argumentative and used abusive language with employeesMr *** says vehicle records indicate Mr *** brought the vehicle into River Oaks Toyota (sp?), when it was determined that the vehicle had a hole in its motorHe says at this point, records indicate Mr *** had put approximately 28,miles on the car in the span of days, and when asked to provide copies of oil change records for an open Allstate claim for engine replacement, would not do soMr *** points out that Allstate has not yet denied Mr ***'s engine replacement claim, but that Mr *** needs to provide requested oil change records to move forward with the processWith regard to the excessive oil consumption issue, Mr *** says Toyota actually has an open campaign on this issue, and has a process in place for consumers who feel they may be eligible for engine repair / replacement under the process. http://www.choisserimports.com/what-to-do-about-toyotas-excessive-oil-consumptio...⇄ /> Mr *** says AC Motors is generally willing to work with customers after the sale, but that Mr ***'s previous interactions with the dealership have made it difficult to do so, and that he needs to pursue these concerns by following procedures outlined by Allstate and Toyota
Initial Business Response /* (1000, 5, 2015/07/28) */
Mr*** *** came to Automotive Concepts to obtain financing for the purchase of a vehicleMr***'* application was submitted to four banks (*** (aka ***), and ***)
on June 17th, No other requests for an auto loan were made by Automotive Concepts after that datePlease understand, that when an applicant is denied the extension of credit by a lending institution, that the lending institution is required to send a notice to the applicant citing the reason for their credit decisionAutomotive Concepts does not have control over the timing of when these lending institutions send out the letters the letters may sometimes arrives several weeks after the application is submitted and deniedPlease accept our apologies for any confusion this may have createdIf any further clarification is needed, or any questions remain, please contact us so they may be addressed
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Business Response /* (2000, 13, 2014/07/07) */
I received the check in the mail, this issue is resolved
Initial Business Response /* (1000, 13, 2014/04/14) */
This customer bounced a $check for his down payment on the lexus he boughtIt had over miles and was sold as is no free work promised or impliedThe customer promised to pay us for the bounced check several times and never
didHe complained of three problemsBad Egg SmellCreak in the front passenger wheelRear Driver Door opened stifleyWe bought the vehicle to Lexus of Wayzata and they said They could find no bad smellWe also dorve the vehicle several times and found no smellLexus found no creak in the front passenger wheelWe also drove and found no creak in wheelLexus said replace hinge in rear driver door to fix stiff openingWe agreed to replace the hinge after he paid us for the bounce down paymentThe customer's response was to complain to the Revdex.com
Initial Consumer Rebuttal /* (3000, 15, 2014/04/22) */
Received consumer response via e-mail to Revdex.com:
"*** I want to response to AC Motors claimsThe fact are after purchasing the Lexus I contacted *** finance manager at AC motors within hours of the purchaseAllow me to back up for a moment the smell, the door an the noise coming from the front passenger side was noticed right away an noted by ***We texted each other an he told me that he would take care of things the following MondayHe also gave me the name of the service manager how would be taking care if the issue
I took the care in several times an each drive along the service guy an *** heard the noise coming from the front endRegarding the door I was told that it was due the door not being usedThey lubed the door an said it would get betterAfter several time of the same issue an not getting to the bottom of the issue, *** the finance manager told me to contact *** the ownerI did an after several attempt to resolve the issues my claims an calls weren't returnedIt wasn't until I sent *** the owner a text stating that I was going to file a claim with the Revdex.comHe then asked me to bring the car in so he could do a ride alongI stopped back to AC motors on December 9th an *** an I drove the carHe heard the noise coming from the front an also say the issue with the doorThe only thing he wasn't able to replicate was the smell*** then suggested that Lexus look at my car so that we could get to the bottom of what was going on
AC motors claim that the Lexus dealership checked my car out an found nothing wrongWhat ACMotors failed to say was that yes my car was scheduled to be inspected but ACMotors picked my car up from them before there scheduled day to inspect my car which was December 16thWhile I was driving one of there loaner cars while mine was to be repaired, there loaner car broke down on me in the middle of a busy street Hennepin avenue during rush hour trafficAfter I contacted ACMotors an called *** "the owner" he sent one of his worker to pick up my car from LexusThis was Friday December 13th
I contacted Lexus of Wayzata Saturday December 14th an was informed by the adviser working on my car that ACMotors instructed them to stop working on my car
Regarding the $dollar check that ACMotors claims that I bounced, I contacted *** an informed him that I would be stopping payment on that checkI do have electronic text messages from both *** the owner an *** the finance managerACMotors were absolutely aware of these issues before selling me the carI've since had my car look over by another dealership an they have also confirmed that there are issues with a sway bar on the passenger sideThat's were the noise is coming from
ACMotors also claimed that they told me they would replace the door hingesTo date there has been no attempts made by ACMotors to fix or resolve these issues
This is the second car I've purchased from them an the results are the sameIt is my belief that ACMotors sells lemons an prey on those that are trying to rebuild or don't have the best of creditMy position remains I would like them to either repair all items that's been reported or purchase back this Lexus an return my trade or money."
Initial Business Response /* (1000, 6, 2015/12/18) */
Mr. [redacted] purchased a 2007 Toyota Camry from AC Motors on October 21st 2015. At the time of sale the car was eight years old and had more than 75,000 miles on it, which makes the vehicle an "AS IS" purchase.
When Mr. [redacted]...
purchased the Camry he was informed that the car had no implied warranty and signed the "As Is" agreement.
Mr. [redacted] was offered a choice of four different extended service plans and had the choice to decline all of them.
He decided to purchase an AllState 3 year/36,000 mile plan with a $100 deductible.
He was in no way forced to buy this warranty and he has the option to cancel it at any time for a refund.
If Mr. [redacted] would like us to fix his car, we can facilitate the claim with AllState and additionally offer to waive the $100 deductible fee that would apply to Mr. [redacted] upon completion.
At AC Motors we take pride in all of the used cars we sell and pre-inspect them to vet any problems. Unfortunately used or new cars need maintenance from time to time which may not be foreseen at the time of purchase.
I am rejecting this response because:
I feel that they sold the car with the service engine soon light on and said that they stood by their product knowing that this light was on. They should cover the repair at 50%. I still would like this complaint to stay on their record.
It is pretty ridiculous that a car dealership would try to screw its customers like they did. I want others to know what they are capable of. I am 65 years old and needed a car. I heard good things about this dealership. That is why I went to them in the first place. I am appalled now.
Business Response /* (1000, 18, 2014/08/06) */
Mr. [redacted] purchased an extended warranty on a vehicle that we financed for him. The cost of this warranty was financed into his vehicle loan. By law, we state that a customer can cancel an extended warranty at any time.
[redacted]...
contacted us letting us know that he would like to cancel his warranty on November 12th. That same day, we honored our policy an immediately applied for a refund from the 3rd party company that sold the extended warranty.
This refund was received by Automotive Concepts in March and was directly sent to the 3rd party credit union who provided the loan for Mr. [redacted]'s vehicle.
According to the contract, when the warranty is financed, the amount of the refund HAS to be applied to the balance of the loan on the vehicle. The bank is the lien holder on the vehicle, therefor their collateral depreciates when the extended contract is canceled. This is why the refund is applied to the loan and not refunded in cash.
This customer was unwilling to listen and understand the process as we have described it here. His warranty has been canceled and the money refunded in a credit to his loan.
Business Response /* (1000, 19, 2014/08/14) */
This customer's vehicle had a remote start and flip down TV installed that were not installed at Automotive Concepts, the vehicle was purchased used by the customer.
She called Automotive Concepts letting us know that she was referred by a...
dealership in town that uses our services. Despite not having installed these parts, we offered to fix both items.
The remote start fobs were not working and the flip down TV dome light was not hooked up correctly. We told the customer that we could replace the batteries in the fobs and reprogram them to the vehicle and hook up the dome light properly. We also rewired some faulty wiring on the remote starter. We completed the work and charged the customer exactly what we quoted her. Everything worked properly when the vehicle left.
The customer called us 10 days later letting us know that the remote start fob was only working inside of the vehicle. She came back in and we inspected the remote start system again and determined that the key fob needed to be replaced with a new one and reprogrammed. We offered a discounted price on the new remote and programming. The vehicle was returned again working correctly.
The customer called again 18 days later letting us know that the remote starter was not working at all now. Knowing the customer was frustrated with her old, faulty remote starter, we offered to not only pick up the vehicle but also deliver it back to her free of charge. We inspected the vehicle and found that the remote starter antenna has failed. We replaced this antenna for FREE of charge for the customer and returned the vehicle working 100% correctly. None of the parts replaced by us were originally installed by Automotive Concepts OR under any sort of warranty. We were offering free parts and service out of good faith for a customer in a tough position. We were in no way obligated to do this.
The customer mentioned a chip in her windshield that turned into a crack. This can happen at any time, and if it did in fact happen while it was at our shop, it was purely coincidence and had no correlation to our work provided. If the customer has full coverage on her car insurance the windshield could be replaced for free. We would be happy to arrange that.
We went WAY out of our way on this money losing job out of good faith and the fact that she was a customer of a dealership that we have a strong partnership with. All of the service that we provided was 100% necessary to fix faulty or failing parts on an old, outdated remote starter. There was no way for us to predict that these old parts would continue to fail and it was an unfortunate experience for the customer to end up in. We continued to offer friendly and discounted service to please this customer. Unfortunately she is just one of those small percentage of customers that can not be pleased.
Consumer Response /* (3000, 21, 2014/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to Hyundia in Inver Grove Heights (Whom I do have a warranty with) They said all the work was done there during the Denny Hecker thing. And no I'm not happy. My light in the car is not working again. The wire from the drop down in the car is haning there. The car starter don't work, the doors don't unlock... small percentage of customers no pleased. I would have paid $500 no problem (which I did) to have it all still working. It is all not working so tell me would you be happy about this. Why don't you just give me $500 for nothing and see if that makes you happy. Then to take this long to respond to a customer. Really!!!
Business Response /* (1000, 19, 2014/08/14) */
This customer's vehicle had a remote start and flip down TV installed that were not installed at Automotive Concepts, the vehicle was purchased used by the customer.
She called Automotive Concepts letting us know that she was referred by a dealership in town that uses our services. Despite not having installed these parts, we offered to fix both items.
The remote start fobs were not working and the flip down TV dome light was not hooked up correctly. We told the customer that we could replace the batteries in the fobs and reprogram them to the vehicle and hook up the dome light properly. We also rewired some faulty wiring on the remote starter. We completed the work and charged the customer exactly what we quoted her. Everything worked properly when the vehicle left.
The customer called us 10 days later letting us know that the remote start fob was only working inside of the vehicle. She came back in and we inspected the remote start system again and determined that the key fob needed to be replaced with a new one and reprogrammed. We offered a discounted price on the new remote and programming. The vehicle was returned again working correctly.
The customer called again 18 days later letting us know that the remote starter was not working at all now. Knowing the customer was frustrated with her old, faulty remote starter, we offered to not only pick up the vehicle but also deliver it back to her free of charge. We inspected the vehicle and found that the remote starter antenna has failed. We replaced this antenna for FREE of charge for the customer and returned the vehicle working 100% correctly. None of the parts replaced by us were originally installed by Automotive Concepts OR under any sort of warranty. We were offering free parts and service out of good faith for a customer in a tough position. We were in no way obligated to do this.
The customer mentioned a chip in her windshield that turned into a crack. This can happen at any time, and if it did in fact happen while it was at our shop, it was purely coincidence and had no correlation to our work provided. If the customer has full coverage on her car insurance the windshield could be replaced for free. We would be happy to arrange that.
We went WAY out of our way on this money losing job out of good faith and the fact that she was a customer of a dealership that we have a strong partnership with. All of the service that we provided was 100% necessary to fix faulty or failing parts on an old, outdated remote starter. There was no way for us to predict that these old parts would continue to fail and it was an unfortunate experience for the customer to end up in. We continued to offer friendly and discounted service to please this customer. Unfortunately she is just one of those small percentage of customers that can not be pleased.
Consumer Response /* (3000, 21, 2014/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to Hyundia in Inver Grove Heights (Whom I do have a warranty with) They said all the work was done there during the Denny Hecker thing. And no I'm not happy. My light in the car is not working again. The wire from the drop down in the car is haning there. The car starter don't work, the doors don't unlock... small percentage of customers no pleased. I would have paid $500 no problem (which I did) to have it all still working. It is all not working so tell me would you be happy about this. Why don't you just give me $500 for nothing and see if that makes you happy. Then to take this long to respond to a customer. Really!!!
Business Response /* (4000, 30, 2015/01/07) */
I understand that the customer, [redacted], feels this complaint is unresolved, and would like to take the time to try and bring some resolution to the matter.
[redacted] purchased a 2007 Hyundai Santa Fe from Inver Grove Hyundai as a used vehicle in early 2013. At the time she purchased the vehicle, the Sante Fe was already 6 years old. (As a side note: The standard warranty period for products installed by Automotive Concepts is 3 years).
On January 22nd, 2013 -- [redacted] contacted Automotive Concepts regarding issues with 3 items in her vehicle: 1) Remote starter will not lock/unlock the vehicle unless she is inside the vehicle, 2) Dome lights on the overhead DVD player are not working, 3) Back-up camera does not work. At this point in time, [redacted] was notified that Automotive Concepts did not originally install these products on the vehicle. At that time, she declined receiving an estimate for any repairs (Reference Work Order# [redacted]).
On February 11th, 2014 - [redacted] again contacted Automotive Concepts regarding her vehicle. She was again notified that her products are not under warranty with Automotive Concepts, and was quoted the cost for the recommended repairs. The repairs were made (Reference Invoice# [redacted]), which included: replacing the batteries in the remotes & reprogramming them to the vehicle; re-wiring the dome lights to the doors; and repairing wiring in the remote start system.
On February 17th, 2014 - [redacted] contacted Automotive Concepts stating she was still having issues with her remotes, and is only able to lock/unlock the vehicle when she is inside the vehicle. At this point, Automotive Concepts recommended replacing the entire remote, rather than just reprogramming the existing remotes. The customer came into Automotive Concepts on February 24th, 2014 for the new remote (Reference Invoice# [redacted]). When the customer left Automotive Concepts with her vehicle, everything was functioning properly.
On March 4th, 2014 - [redacted] again contacted Automotive Concepts, stating that the remote starter is not working again. If this new issue were found to be related to any work already performed by Automotive Concepts, then the repairs would be made under the warranty --- If the new issue were found to be related to something else, then there would be a charge associated with the repairs. In this case, the service advisor who had been assisting the customer, Nathan, was able to gain approval to try and get this resolved for customer for no additional charge, regardless of the cause. ([redacted] had purchased the vehicle from a dealership that has a relationship with Automotive Concepts). So, the service advisor arranged the pick-up of [redacted]'s vehicle from her home so that she didn't have to drive back into our facility. The remotes had already been replaced and reprogrammed and were still functioning properly, so the next course of action to get the remote start functional, was to replace the actual antenna in the vehicle (Reference Invoice# 8063). The technician performed the work, and [redacted]'s vehicle was delivered back to her home - all free of charge.
The service advisor at Automotive Concepts has gone above and beyond in an attempt to resolve this situation, and do not agree that a full refund is a mutually agreeable solution.
[redacted]corresponding documents attached.
Initial Business Response /* (1000, 8, 2015/08/10) */
Hello [redacted],
It is unfortunate that your experience in resolving this issue has not gone well and that the issue is still lingering.
I have done some further research into the issue and what the cause(s) may be. The next recommended...
course of action to take is disconnecting the remote start system so that each of the issues can be isolated, identified and addressed. To setup an appointment, you may contact me directly at (763) [redacted]. ~Catherine
Initial Consumer Rebuttal /* (3000, 10, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told this would cost me $100.00 it is not mentioned if cost is still that. Also AC has disconnected the remote starter 4 times each time my vehicle has been left at place 4-5 hours with no resolve. I am asking that the dash is removed and wiring rechecked. The popping noise is resolved another place replaced my AMP. The issue is my running lights are not working properly, when suv alarmed the park lights should come on but instead the running lights come on but are not coming on when running lights should be on. The running lights were working properly before having AC install remote start. I have had to replace headlight bulbs 6-7 times and have only had the suv 8 months. I am asking that AC check the wiring. Also the batteries in the remote are going out every month one remote has stopped working, even though batteries changed. I would like to know the cost to replace the defective system with a properly wired working on.
Final Business Response /* (4000, 15, 2015/08/31) */
Hello [redacted],
Please Nathan at (763) [redacted] to schedule a time to have a completely new remote starter installed in your vehicle. This work will be performed at no charge to you.
If you have any other questions or concerns, you contact me directly at (763) [redacted]. ~Catherine