Complaint: [redacted]
I am rejecting this response because: I do not want to do business with Automax. They are ripoffs and liars. Also that my truck has been stolen.
Regards,
[redacted]
Complaint: [redacted]
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 false. The 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 them. I did call on saturday and spoke with a gentleman about my vehicle. He 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 Monday. On at least two seperate occasions I asked about loaner vehicles and was told that Automax offers a shuttle but not loaner vehicles. I 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 days. When the time finally came for me to pick up my truck, I went to the desk where I get to pay for the services. After receiving my invoice and the list of repairs and totals, I asked to speak with the original service representative, Mr. Andrew, the finance clerks told me that he was on lunch and would be back in an hour. I 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, Mr. Andrew 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 answer. In closing, I would like to say that I am not displeased by Mr. Andrew 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 driver. I am also displeased about the misleading "appointments" that are offered at Automax. Lastly, 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 vehicle. With 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 Andrew. I 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, [redacted]
Regards,
Nicholas Webb
We have reached out to our valued guest and have resolved all concerns. She has confirmed that Nissan has also removed any late charges, or late penalties that potentially were going to reflect on her credit in a negative manner.Thank you,AutomaxGeneral Sales Manager[redacted]...
Complaint: [redacted]
I am rejecting this response because:Thank you for your response to our inquiry. We have read the reply from Automax Hyundai and would like to clarify a few points. In their reply Automax states that when bringing the car into the shop for repair it turned over but did not start as quickly as it should. Upon dropping off the car the night before, my wife had asked that the service department, in addition to performing the recall, notify us of any other maintenance issues they noticed while in their possession. We were notified around noon on November 24th that our car was finished and ready to go. I went to pick up the car, and when I got there they processed our paperwork and sent a tech to retrieve the car, never saying that there were any other issues. It was only after they realized that the car would not run that anything was ever said about this starting issue. While we haven't been having starting issues with the vehicle, it is nevertheless possible that it did not start up as quickly as it could have. However, the car was still completely driveable as it was driven into the shop. Automax states that the valve cover gasket had been changed before and they insinuate that some damage may have been done at that time that could have caused this failure. It is true that the valve cover gasket has been replaced at least once before, as the oil leaking onto the alternator has been the most major issue we have had with the vehicle. We are currently on our 3rd alternator, and will soon need a 4th, assuming the vehicle ever runs again. While we still don't know exact date, we know it was roughly a year or more ago when this was last done because it was done concurrently with the last alternator replacement. That alternator lasted until a few days before we brought the car to Automax, when we started getting battery warning lights intermittently showing up on the dash. Having been through the alternator issues before, we knew we only had a few days to a week before the alternator failed completely. My husband, [redacted], plugged in a bluetooth diagnostic adapter that allows him to watch the output voltage while the car is running. This way he would know if the battery voltage was dropping below 12 volts and the car needed to be stopped. The car never gave me any fault codes, and the code reader never showed any either. [redacted] had told individuals at Automax at least twice what he was using the code reader/diagnostic tool for but it is possible they had forgotten. As for the alignment tab/pin that was missing from the valve cover, no mention of this was ever made of this until my husband told the service manager about it himself. There is also a broken aluminum boss that would normally retain said tab/pin. The break in the aluminum appears to be a fresh break and even if it had been noticed by the mechanic prior to this, it would have been after he lifted the valve cover off the engine, which is when damage would likely have occurred. This is also when the pieces would likely have fallen into the cam timing chain which the pin sits directly adjacent to. In [redacted]'s opinion, and in the opinion of every other mechanic we have talked to about this issue, all it would take to cause a lack of compression would be for one of these pieces to fall into the chain, causing it to jump timing and likely cause bent valves. This is a much more likely scenario than the timing chain jumping on its own coincidentally. After submitting our request to the Revdex.com two weeks ago, we used a borescope to inspect inside the engine, under the valve cover and around the timing chain. We found many metal flakes and fragments in the bottom of the oil pan and even some on a machined ledge near the chain itself of which we have pictures. These fragments are probably from the pin, or pieces of the aluminum boss that have been chewed up by the timing chain. Being a mechanic himself, [redacted] knows it is very unlikely that these pieces could have been there for a year without causing any damage until now. Also, the pieces sitting on a ledge near the chain would almost certainly have vibrated off and fallen into the oil pan after so much time. The Automax representative states that he offered to perform a teardown inspection and diagnosis. This is true. He then quickly followed up by telling us that unless they can find some proof that it was their fault "which is unlikely" he said, then we would be responsible for the cost of the inspection and teardown. Knowing that it is in their own best interest not to find anything incriminating, we do not trust Automax to give a fair accounting of their findings and would rather have that done by a third party shop. After we used the borescope to inspect inside the engine and found the metal fragments in the engine, we called and left a message, asking to speak with the general manager. This call was never returned. It seems that Automax believes that damage was caused last time the valve cover gasket was replaced (around 1 year and 10 to 20 Thousand miles ago in our best estimate) and it waited to manifest itself until it was in their shop. We believe the more likely scenario is that the damage was caused while in the shop at Automax, and manifested itself almost immediately when they attempted to start the car. The bottom line is, if the evidence of the broken pin and the metal fragments in the engine is not clear enough, the fact that we brought them a vehicle that was running fine and we left with a broken car on a tow truck speaks for itself.After reading multiple reviews of Automax's service department, listed on multiple websites, it unfortunately becomes clear that ours is not an isolated issue. There have been a disproportionately high number of complaints that Automax has made mistakes and then was unwilling to take responsibility for them. We believe that customers should be confident that no matter who they do business with, they should expect said company to do the right thing. It seems our greatest mistake here was trusting Automax's ability to do just that.
Regards,
[redacted]
In the matter surrounding [redacted] 2007 Ford Explorerand his concern with his service visit at AutoMax Ford. Mr. [redacted] 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 appointments. I will have this document as anattachment with this e-mail. Mr. [redacted] 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 needed. We initiallyassigned his vehicle to the first available technician with the skill set todiagnose it, unfortunately Mr. [redacted] did in fact have a transmission concernthat would need to be addressed by our transmission technician. Mr. [redacted]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 on. Mr. [redacted] vehicle was diagnosed by close of business thefollowing day and the estimate had to be first called in to Mr. [redacted] extendedwarranty to check for potential coverage. The 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 update. We 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 days. Monday morningAndrew, Mr. [redacted] 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. [redacted] at around 3:30 who declined the drivability portion ofrepairs but did approve repairs to the transmission. At that point we orderedparts as they were not in stock but arrived the next day which was the 3rdof February. We completed repairs on the4th and notified Mr. [redacted] that vehicle was completed. Typically 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 resolved. Throughout Mr. [redacted]visit Andrew was unaware of any situation that would have led him to believethat Mr. [redacted] was unhappy with his visit. Regretfully I was unaware of thissituation as well. AutoMax is consistently challenged to think outside the boxwhen it comes to customer service. Our shuttle driver hours do not alwaysdictate our hours for our shuttle, it is a general guideline. We also have loanervehicles for alternative transportation in the event one is needed and one isavailable. Lunch hours can not and do not determine our ability to assist acustomer. I feel as though there may have been a communication disconnect andcan absolutely say that this perception of Mr. [redacted] 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. [redacted] in resolving his concerns. Again, we would ask Mr. [redacted] 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.
[redacted]
Auto’s Etc. LTD DBA Automax
[redacted]
Killeen, Texas 76543
Revdex.com Corporate Office
1005 La Posada Drive
Austin, Tx 78752
Dear Revdex.com,
After reviewing the complaint submitted on 3/21/2016, ID of [redacted], we sincerely apologize that the email where the...
original complaint had been filed was misprinted. We have since received the complaint regarding [redacted] and we are working diligently to repair the relationship between our consumer and his family.
Addressing the complaint:
The [redacted] family was interested in purchasing a Mitsubishi Outlander, at the time our facility had a special running for qualified buyers. The specials at the time had incentives and rebates offered through the manufacturer as well as dealer discounts. However, in order to qualify for the incentives the consumer has to qualify under the rules and regulations of the lender who approves the transaction structure. Due to the negative equity in the vehicle being traded in, some of the dealer discounts had to be forfeited in order for the consumer to receive the .9 interest rate they received. This typically occurs in order for the consumer to retain equitable value in the vehicle being purchased and not forfeit value due to a negative trade. Also, due to the lenders rules, regulation or practice when rebates are offered the lowest interest rate is not an option, so lenders give the consumer the option of receiving the rebate or the lowest possible interest rate. Which, in this particular case the consumer chose the lower interest rate.
The vehicle being traded was in fact in the name of the father. Due to lender rules of practice a third party trade was not allowed. The information regarding the third party trade unfortunately was not relayed promptly because of the time the transaction was occurring. The lender had already closed for the day and a response regarding the vehicle was not received until the next business day.
Due to the scenario, an actual sales price could not be established immediately because the trade vehicle was not in the buyers name and establishing a firm number after qualified credit and rebates was not foreseeable due to the time of day and the lenders availability at that time. Furthermore, establishing a basis for monthly payment in this situation allows for our finance team to structure the loan properly to maximize the potential for approval at the lowest rate. Thus, seeking the best interest of the consumer.
The aftermarket item purchased for the new vehicle was subsequently installed. However, in order for any items to be installed in a vehicle purchase, a member of our sales team has to verify the vehicle identification in order to prevent a wrongful installation of product.
Due to the high volume of vehicle loaner needs on that particular day our facility was initially unable to assist the [redacted] family with their needs. Since the incident our facility has made adjustments so this does not occur again.
Sincerely, it is the mission of Automax to provide the best customer service to our customers at all times. Our team will work diligently to improve the relationship between the [redacted] family and our staff at Automax in Killeen, Texas.
[redacted]
General Manager
Please accept may sincere apologies from the entire service department. We do not like to delivery vehicles in the condition you have described. I will be happy to have your vehicle cleaned and gased. Again my most sincere apologies to you and your fiancé.
response because: we were promised certain things outside the realm of detailing and gas. Those two things being offered were the very least of our concerns at are very minor. The major issue we have is that we were promised a report of the issues that were repaired with the fuel system upon delivery of the vehicle. During our test drive, the service engine light came on. We were told by [redacted] during the test drive that they would inspect the vehicle and repair the issue(s) related to the service engine light coming on. Secondly, when we picked up the car we were told by [redacted] that they discovered the TPM (Tire Pressure Monitoring Sensor) had malfunctioned and we could make an appointment with the service department to have it fixed. Two days after we picked up the vehicle the Service Engine light came on again. We had the car checked on our own accord only to find out that none of the sensors related to the fuel system had been taken care of. We were told the computer was reset and no repairs were made. This was not only disheartening since we'd already had a horrific experience, but was a slap in the face because we now have to replace 2 things that were promised to have been repaired prior to us acquiring the vehicle to begin with. According to The Texas Department of Motor Vehicles regarding Dealer Compliance & Dealer Operations Chapter 4.5 Disclosures under Deceptive Trade Practices Act (DTPA). DTPA lawsuits are based on “misrepresentations” (false or misleading statements). If a misrepresentation made to influence opinion or action was made to a consumer before the sale of the vehicle, the dealer is subject to DTPA action. The representation can be written or oral. Contracts or other agreements cannot waive the consumer’s rights under the DTPA. It does not matter that the misrepresentation was made unknowingly, only that it was made. This includes any mechanical deficiencies. We were falsely misled prior to purchasing the vehicle by being promised repairs that were not completed prior to the sale. We are requesting for those repairs that were promised be completed. I don't feel this is an unreasonable request considering the factors involved. I am requesting a Service Manager contact us regarding the necessary repairs as well.
Regards,
[redacted]/[redacted]
Please be advised that the truck has been fixed to the customer's satisfaction. Automax has replaced the tires and the rims on the vehicle. Our Fixed Operations Director personally spoke to Mr. [redacted] and he confirmed that the truck is working well and he was happy with the...
Again, Automax apologize for Mr. [redacted] less than professionalservice. I accept the fact that wefailed at setting proper expectations of an appointment. We will work on fixing this problem. I 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 Mr. Webb 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
I understand that your vehicle has both cosmetic and mechanical issues. I am not able to give your money back however I am willing to look into trading the vehicle for another one that may fit your needs.
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.
I understand the frustration you must be going through with a vehicle that no longer works. I would like visit further about the experience please call [redacted]if I don't answer please leave a message and I will get back as soon as possible.
Dear Revdex.com, After reviewing the complaint submitted on 10/26/16, ID of [redacted], we sincerely apologize for any inconvenience due to any misunderstanding on our or the consumers behalf. Addressing the Complaint: We will stand behind our work and the parts are warranted through the...
manufacturer. Please bring in your receipts and any other pictures, documents, etc., you feel isrelevant and we will be happy to review. Sincerely, [redacted]Director Fixed Operations
Again, I am more then happy to make an appointment with you to schedule the work needed. Please let us know when a good day would be for you to leave your vehicle with us. Thank you.
Complaint: [redacted]
I am rejecting this response because: In my original complaint I detailed my desired resolution. That being, a refund of the unused portion of the GAP insurance policy I purchased. What I received is an email from the company asking me to fill out another form. So, 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,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I do not want to do business with Automax. They are ripoffs and liars. Also that my truck has been stolen.
Regards,
[redacted]
Complaint: [redacted]
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 false. The 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 them. I did call on saturday and spoke with a gentleman about my vehicle. He 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 Monday. On at least two seperate occasions I asked about loaner vehicles and was told that Automax offers a shuttle but not loaner vehicles. I 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 days. When the time finally came for me to pick up my truck, I went to the desk where I get to pay for the services. After receiving my invoice and the list of repairs and totals, I asked to speak with the original service representative, Mr. Andrew, the finance clerks told me that he was on lunch and would be back in an hour. I 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, Mr. Andrew 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 answer. In closing, I would like to say that I am not displeased by Mr. Andrew 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 driver. I am also displeased about the misleading "appointments" that are offered at Automax. Lastly, 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 vehicle. With 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 Andrew. I 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, [redacted]
Regards,
Nicholas Webb
We have reached out to our valued guest and have resolved all concerns. She has confirmed that Nissan has also removed any late charges, or late penalties that potentially were going to reflect on her credit in a negative manner.Thank you,AutomaxGeneral Sales Manager[redacted]...
[redacted]
Complaint: [redacted]
I am rejecting this response because:Thank you for your response to our inquiry. We have read the reply from Automax Hyundai and would like to clarify a few points. In their reply Automax states that when bringing the car into the shop for repair it turned over but did not start as quickly as it should. Upon dropping off the car the night before, my wife had asked that the service department, in addition to performing the recall, notify us of any other maintenance issues they noticed while in their possession. We were notified around noon on November 24th that our car was finished and ready to go. I went to pick up the car, and when I got there they processed our paperwork and sent a tech to retrieve the car, never saying that there were any other issues. It was only after they realized that the car would not run that anything was ever said about this starting issue. While we haven't been having starting issues with the vehicle, it is nevertheless possible that it did not start up as quickly as it could have. However, the car was still completely driveable as it was driven into the shop. Automax states that the valve cover gasket had been changed before and they insinuate that some damage may have been done at that time that could have caused this failure. It is true that the valve cover gasket has been replaced at least once before, as the oil leaking onto the alternator has been the most major issue we have had with the vehicle. We are currently on our 3rd alternator, and will soon need a 4th, assuming the vehicle ever runs again. While we still don't know exact date, we know it was roughly a year or more ago when this was last done because it was done concurrently with the last alternator replacement. That alternator lasted until a few days before we brought the car to Automax, when we started getting battery warning lights intermittently showing up on the dash. Having been through the alternator issues before, we knew we only had a few days to a week before the alternator failed completely. My husband, [redacted], plugged in a bluetooth diagnostic adapter that allows him to watch the output voltage while the car is running. This way he would know if the battery voltage was dropping below 12 volts and the car needed to be stopped. The car never gave me any fault codes, and the code reader never showed any either. [redacted] had told individuals at Automax at least twice what he was using the code reader/diagnostic tool for but it is possible they had forgotten. As for the alignment tab/pin that was missing from the valve cover, no mention of this was ever made of this until my husband told the service manager about it himself. There is also a broken aluminum boss that would normally retain said tab/pin. The break in the aluminum appears to be a fresh break and even if it had been noticed by the mechanic prior to this, it would have been after he lifted the valve cover off the engine, which is when damage would likely have occurred. This is also when the pieces would likely have fallen into the cam timing chain which the pin sits directly adjacent to. In [redacted]'s opinion, and in the opinion of every other mechanic we have talked to about this issue, all it would take to cause a lack of compression would be for one of these pieces to fall into the chain, causing it to jump timing and likely cause bent valves. This is a much more likely scenario than the timing chain jumping on its own coincidentally. After submitting our request to the Revdex.com two weeks ago, we used a borescope to inspect inside the engine, under the valve cover and around the timing chain. We found many metal flakes and fragments in the bottom of the oil pan and even some on a machined ledge near the chain itself of which we have pictures. These fragments are probably from the pin, or pieces of the aluminum boss that have been chewed up by the timing chain. Being a mechanic himself, [redacted] knows it is very unlikely that these pieces could have been there for a year without causing any damage until now. Also, the pieces sitting on a ledge near the chain would almost certainly have vibrated off and fallen into the oil pan after so much time. The Automax representative states that he offered to perform a teardown inspection and diagnosis. This is true. He then quickly followed up by telling us that unless they can find some proof that it was their fault "which is unlikely" he said, then we would be responsible for the cost of the inspection and teardown. Knowing that it is in their own best interest not to find anything incriminating, we do not trust Automax to give a fair accounting of their findings and would rather have that done by a third party shop. After we used the borescope to inspect inside the engine and found the metal fragments in the engine, we called and left a message, asking to speak with the general manager. This call was never returned. It seems that Automax believes that damage was caused last time the valve cover gasket was replaced (around 1 year and 10 to 20 Thousand miles ago in our best estimate) and it waited to manifest itself until it was in their shop. We believe the more likely scenario is that the damage was caused while in the shop at Automax, and manifested itself almost immediately when they attempted to start the car. The bottom line is, if the evidence of the broken pin and the metal fragments in the engine is not clear enough, the fact that we brought them a vehicle that was running fine and we left with a broken car on a tow truck speaks for itself.After reading multiple reviews of Automax's service department, listed on multiple websites, it unfortunately becomes clear that ours is not an isolated issue. There have been a disproportionately high number of complaints that Automax has made mistakes and then was unwilling to take responsibility for them. We believe that customers should be confident that no matter who they do business with, they should expect said company to do the right thing. It seems our greatest mistake here was trusting Automax's ability to do just that.
Regards,
[redacted]
In the matter surrounding [redacted] 2007 Ford Explorerand his concern with his service visit at AutoMax Ford. Mr. [redacted] 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 appointments. I will have this document as anattachment with this e-mail. Mr. [redacted] 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 needed. We initiallyassigned his vehicle to the first available technician with the skill set todiagnose it, unfortunately Mr. [redacted] did in fact have a transmission concernthat would need to be addressed by our transmission technician. Mr. [redacted]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 on. Mr. [redacted] vehicle was diagnosed by close of business thefollowing day and the estimate had to be first called in to Mr. [redacted] extendedwarranty to check for potential coverage. The 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 update. We 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 days. Monday morningAndrew, Mr. [redacted] 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. [redacted] at around 3:30 who declined the drivability portion ofrepairs but did approve repairs to the transmission. At that point we orderedparts as they were not in stock but arrived the next day which was the 3rdof February. We completed repairs on the4th and notified Mr. [redacted] that vehicle was completed. Typically 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 resolved. Throughout Mr. [redacted]visit Andrew was unaware of any situation that would have led him to believethat Mr. [redacted] was unhappy with his visit. Regretfully I was unaware of thissituation as well. AutoMax is consistently challenged to think outside the boxwhen it comes to customer service. Our shuttle driver hours do not alwaysdictate our hours for our shuttle, it is a general guideline. We also have loanervehicles for alternative transportation in the event one is needed and one isavailable. Lunch hours can not and do not determine our ability to assist acustomer. I feel as though there may have been a communication disconnect andcan absolutely say that this perception of Mr. [redacted] 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. [redacted] in resolving his concerns. Again, we would ask Mr. [redacted] 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.
[redacted]
Auto’s Etc. LTD DBA Automax
[redacted]
Killeen, Texas 76543
Revdex.com Corporate Office
1005 La Posada Drive
Austin, Tx 78752
Dear Revdex.com,
After reviewing the complaint submitted on 3/21/2016, ID of [redacted], we sincerely apologize that the email where the...
original complaint had been filed was misprinted. We have since received the complaint regarding [redacted] and we are working diligently to repair the relationship between our consumer and his family.
Addressing the complaint:
The [redacted] family was interested in purchasing a Mitsubishi Outlander, at the time our facility had a special running for qualified buyers. The specials at the time had incentives and rebates offered through the manufacturer as well as dealer discounts. However, in order to qualify for the incentives the consumer has to qualify under the rules and regulations of the lender who approves the transaction structure. Due to the negative equity in the vehicle being traded in, some of the dealer discounts had to be forfeited in order for the consumer to receive the .9 interest rate they received. This typically occurs in order for the consumer to retain equitable value in the vehicle being purchased and not forfeit value due to a negative trade. Also, due to the lenders rules, regulation or practice when rebates are offered the lowest interest rate is not an option, so lenders give the consumer the option of receiving the rebate or the lowest possible interest rate. Which, in this particular case the consumer chose the lower interest rate.
The vehicle being traded was in fact in the name of the father. Due to lender rules of practice a third party trade was not allowed. The information regarding the third party trade unfortunately was not relayed promptly because of the time the transaction was occurring. The lender had already closed for the day and a response regarding the vehicle was not received until the next business day.
Due to the scenario, an actual sales price could not be established immediately because the trade vehicle was not in the buyers name and establishing a firm number after qualified credit and rebates was not foreseeable due to the time of day and the lenders availability at that time. Furthermore, establishing a basis for monthly payment in this situation allows for our finance team to structure the loan properly to maximize the potential for approval at the lowest rate. Thus, seeking the best interest of the consumer.
The aftermarket item purchased for the new vehicle was subsequently installed. However, in order for any items to be installed in a vehicle purchase, a member of our sales team has to verify the vehicle identification in order to prevent a wrongful installation of product.
Due to the high volume of vehicle loaner needs on that particular day our facility was initially unable to assist the [redacted] family with their needs. Since the incident our facility has made adjustments so this does not occur again.
Sincerely, it is the mission of Automax to provide the best customer service to our customers at all times. Our team will work diligently to improve the relationship between the [redacted] family and our staff at Automax in Killeen, Texas.
[redacted]
General Manager
Please accept may sincere apologies from the entire service department. We do not like to delivery vehicles in the condition you have described. I will be happy to have your vehicle cleaned and gased. Again my most sincere apologies to you and your fiancé.
Complaint: [redacted]
I am rejecting this...
response because: we were promised certain things outside the realm of detailing and gas. Those two things being offered were the very least of our concerns at are very minor. The major issue we have is that we were promised a report of the issues that were repaired with the fuel system upon delivery of the vehicle. During our test drive, the service engine light came on. We were told by [redacted] during the test drive that they would inspect the vehicle and repair the issue(s) related to the service engine light coming on. Secondly, when we picked up the car we were told by [redacted] that they discovered the TPM (Tire Pressure Monitoring Sensor) had malfunctioned and we could make an appointment with the service department to have it fixed. Two days after we picked up the vehicle the Service Engine light came on again. We had the car checked on our own accord only to find out that none of the sensors related to the fuel system had been taken care of. We were told the computer was reset and no repairs were made. This was not only disheartening since we'd already had a horrific experience, but was a slap in the face because we now have to replace 2 things that were promised to have been repaired prior to us acquiring the vehicle to begin with. According to The Texas Department of Motor Vehicles regarding Dealer Compliance & Dealer Operations Chapter 4.5 Disclosures under Deceptive Trade Practices Act (DTPA). DTPA lawsuits are based on “misrepresentations” (false or misleading statements). If a misrepresentation made to influence opinion or action was made to a consumer before the sale of the vehicle, the dealer is subject to DTPA action. The representation can be written or oral. Contracts or other agreements cannot waive the consumer’s rights under the DTPA. It does not matter that the misrepresentation was made unknowingly, only that it was made. This includes any mechanical deficiencies. We were falsely misled prior to purchasing the vehicle by being promised repairs that were not completed prior to the sale. We are requesting for those repairs that were promised be completed. I don't feel this is an unreasonable request considering the factors involved. I am requesting a Service Manager contact us regarding the necessary repairs as well.
Regards,
[redacted]/[redacted]
Please be advised that the truck has been fixed to the customer's satisfaction. Automax has replaced the tires and the rims on the vehicle. Our Fixed Operations Director personally spoke to Mr. [redacted] and he confirmed that the truck is working well and he was happy with the...
actions taken by Automax to resolve his issue.
Again, Automax apologize for Mr. [redacted] less than professionalservice. I accept the fact that wefailed at setting proper expectations of an appointment. We will work on fixing this problem. I 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 Mr. Webb 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
I understand that your vehicle has both cosmetic and mechanical issues. I am not able to give your money back however I am willing to look into trading the vehicle for another one that may fit your needs.
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.
I understand the frustration you must be going through with a vehicle that no longer works. I would like visit further about the experience please call [redacted]if I don't answer please leave a message and I will get back as soon as possible.
Dear Revdex.com, After reviewing the complaint submitted on 10/26/16, ID of [redacted], we sincerely apologize for any inconvenience due to any misunderstanding on our or the consumers behalf. Addressing the Complaint: We will stand behind our work and the parts are warranted through the...
manufacturer. Please bring in your receipts and any other pictures, documents, etc., you feel isrelevant and we will be happy to review. Sincerely, [redacted]Director Fixed Operations
Again, I am more then happy to make an appointment with you to schedule the work needed. Please let us know when a good day would be for you to leave your vehicle with us. Thank you.
Complaint: [redacted]
I am rejecting this response because: In my original complaint I detailed my desired resolution. That being, a refund of the unused portion of the GAP insurance policy I purchased. What I received is an email from the company asking me to fill out another form. So, 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,
[redacted]