I received an email from *** *** on 6/13/responding to an "after hours" automatic response email from me regarding his interest in purchasing a new *** *** *** stated in that email that he was unhappy with his previous purchase and that I could call him to find out whyI then
spoke to *** *** on 6/13/and talked to him about his concern., this was the first I had heard about it I spoke with each party involved (sales, service, and finance) and no one was aware that he was upset about his purchase *** *** told me that he was unhappy that he needed to pay for a repair on a vehicle that he had paid cash for about a month agoOur records show that this was an "as-is" vehicle, which *** *** acknowledged to me that he definitely knew that it was indeed "as-is" and understood what that meant before he purchased it, and that he brought the vehicle in for the repairs almost week after he purchased it, which is well after our AutoNation day money back guarantee.
Altho I do not agree with *** *** position on the matter, I do sympathize with him and offered to negotiate a better then fair deal on the purchase of the new *** that he inquired about and then to give him an additional $off from there to help ease his concerns *** *** exact words to me were "I don't want the $400!"
We are the number ranked *** dealership in the city for customer satisfaction and I will keep this offer open to *** *** as a sign of our commitment to that I will be out of the office with limited acces to emails for the next week, but he is welcome to email me or our new car sales manager Jeremy *** to accept this resolution I have CC'd Jeremy on this email as well Best wishes
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and have determined that this proposed action would not resolve my complaint
Yes, I have been in communication with the business and they have stated that they are still in the process of obtaining both the key and manual After speaking to the sales agent, I learned that neither item is on hand yetThis is going on week now so I will not accept a promise that the items will be ordered I will be more than willing to close this case once I have these items in my possession This should not take longer than one weekAlso, I learned that Acura is not cooperating with the sales agent who promised me the manual He is paying for it out of his own pocket That was never my intention to have this young, inexperienced sales agent have to pay for this This is poor management in my opinion Acura should support their agents even if they inadvertently promised a customer something that was not within their capacity to do The customer and sales agent should not be the party that has to bear the brunt of this error The management should back its agent.
Regards,
*** ***
General Manager Brian *** responded to the customers concern less then hour after receiving her email, but never received a response back. Brian then called the customer and spoke with her and offered the same resolution as stated in his email to her (copy of email is attached).
The customer stated that she was satisfied with the offer and that she did not need to review the proucts she purchased again because she had already gone back and read her contracts and agreed that scratches were not a covered item. Please let us know if anything else is needed. Thank you
Revdex.com:
This letter is to inform you that AutoNation Acura Gulf Freeway has carried out a resolution it proposed for my complaint, filed on 4/24/2016 and assigned ID [redacted].
I'm still not satisfied with the service manager's attempt at intimidating me into...
allowing the false repairs to be made under my warranty. I agreed to allow one adjustment to be made, whether that was actually done I'm not for sure since I had to get back to work and couldn't sit there and wait. The service representative was very apologetic and helpful to attempt resolution to my satisfaction. However, I will be bringing my car elsewhere to be looked over carefully and confirm the work was actually completed.
Not a damsel in distress that doesn't know about cars,
Revdex.com:
This letter is to inform you that AutoNation Acura Gulf Freeway has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted] and assigned ID [redacted].
I have obtained the key and the manual is on back order. This will be delivered when available.
Regards,
[redacted]
We are providing the customer, as we have always promised, with a key and book. We spoke with the customer and she sounds satisfied with our actions. Thank you
I received an email from *** *** on 6/13/responding to an "after hours" automatic response email from me regarding his interest in purchasing a new *** *** *** stated in that email that he was unhappy with his previous purchase and that I could call him to find out whyI then
spoke to *** *** on 6/13/and talked to him about his concern., this was the first I had heard about it I spoke with each party involved (sales, service, and finance) and no one was aware that he was upset about his purchase *** *** told me that he was unhappy that he needed to pay for a repair on a vehicle that he had paid cash for about a month agoOur records show that this was an "as-is" vehicle, which *** *** acknowledged to me that he definitely knew that it was indeed "as-is" and understood what that meant before he purchased it, and that he brought the vehicle in for the repairs almost week after he purchased it, which is well after our AutoNation day money back guarantee.
Altho I do not agree with *** *** position on the matter, I do sympathize with him and offered to negotiate a better then fair deal on the purchase of the new *** that he inquired about and then to give him an additional $off from there to help ease his concerns *** *** exact words to me were "I don't want the $400!"
We are the number ranked *** dealership in the city for customer satisfaction and I will keep this offer open to *** *** as a sign of our commitment to that I will be out of the office with limited acces to emails for the next week, but he is welcome to email me or our new car sales manager Jeremy *** to accept this resolution I have CC'd Jeremy on this email as well Best wishes
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and have determined that this proposed action would not resolve my complaint
Yes, I have been in communication with the business and they have stated that they are still in the process of obtaining both the key and manual After speaking to the sales agent, I learned that neither item is on hand yetThis is going on week now so I will not accept a promise that the items will be ordered I will be more than willing to close this case once I have these items in my possession This should not take longer than one weekAlso, I learned that Acura is not cooperating with the sales agent who promised me the manual He is paying for it out of his own pocket That was never my intention to have this young, inexperienced sales agent have to pay for this This is poor management in my opinion Acura should support their agents even if they inadvertently promised a customer something that was not within their capacity to do The customer and sales agent should not be the party that has to bear the brunt of this error The management should back its agent.
Regards,
*** ***
General Manager Brian *** responded to the customers concern less then hour after receiving her email, but never received a response back. Brian then called the customer and spoke with her and offered the same resolution as stated in his email to her (copy of email is attached).
The customer stated that she was satisfied with the offer and that she did not need to review the proucts she purchased again because she had already gone back and read her contracts and agreed that scratches were not a covered item. Please let us know if anything else is needed. Thank you
Revdex.com:
This letter is to inform you that AutoNation Acura Gulf Freeway has carried out a resolution it proposed for my complaint, filed on 4/24/2016 and assigned ID [redacted].
I'm still not satisfied with the service manager's attempt at intimidating me into...
allowing the false repairs to be made under my warranty. I agreed to allow one adjustment to be made, whether that was actually done I'm not for sure since I had to get back to work and couldn't sit there and wait. The service representative was very apologetic and helpful to attempt resolution to my satisfaction. However, I will be bringing my car elsewhere to be looked over carefully and confirm the work was actually completed.
Not a damsel in distress that doesn't know about cars,
[redacted]
Revdex.com:
This letter is to inform you that AutoNation Acura Gulf Freeway has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted] and assigned ID [redacted].
I have obtained the key and the manual is on back order. This will be delivered when available.
Regards,
[redacted]
We are providing the customer, as we have always promised, with a key and book. We spoke with the customer and she sounds satisfied with our actions. Thank you