Initial Business Response /* (1000, 5, 2016/06/10) */
Thank you!
I have looked into this...
situation!
[redacted]
I understand this customer dropped his truck off with no appointment and left it on our lot with no communication! Our people tried to track down the owner to find out why it was left there and what needed to be done! We didn't sell this unit as it is an older unit so we had no record of sale!
after some time went by we found out that the customer lost his key's and had no spares so we had nothing to work with what so ever! the customer was given an estimate of the repair before we proceeded and agreed to the repairs!
We strongly feel that this customer is simply trying to get the parts and labor for free and that simply will not happen!
[redacted] ask that the customer simply pay the bill [redacted]
Thank you for bring this to my attention!
PS! Please advise the customer that we have a $** storage fee ''LOT FEE' we may apply soon if the customer doesn't come in and pay their bill and take delivery of their vehicle and at this point we have not charged that fee!
Initial Consumer Rebuttal /* ([redacted]0, 7, 2016/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All the above mentioned by whomever wrote this is all false. The primary person I inititally spoke to was on march 30th. The service man said "it will be no problem have it towed into us". So I did by [redacted]. As they just informed me yesturday of the date it was towed. I also put a note taped on the steering wheel to leave my contact info in case anything went wrong. I heard nothing for 2 weeks. I then phoned in [redacted] So I went in to see the serviceman. He again said he was just taking care of it and I asked "ok ill trust you this time. But can you please return my calls and also keep me informed". [redacted] Now I was waiting weeks still hearinh nothing to now I decided on week 5 to call and speak to [redacted] called me back[redacted] Where is it on my lot. Prove it." I told him where the truck was located on the lot and he hung up! He then called back and told me he had it and will begin work. I then got a call that I missed and returned and I went in to speak to a head manager. He said it would be a couple hundred. I said well make sure you at least let me know if you are getting to the over [redacted] range. He said well I cant see that happening and l will assure you that for all the hassle you went through we will give you the best deal possible. It now has been 11 weeks (OVER 2 MONTHS). [redacted] I have been very cooperative and not once have raised my voice. He mentions that "i just dropped off my truck". Do you really think that I would just have my truck towed and dropped off and expect them to figure out why its there. [redacted] ([redacted]) [redacted]
Final Business Response /* (4000, 14, 2016/06/28) */
This is the case I was reference to!
Yes we had an over site.
Yes we tried to contact and he had no contact at first.
No he didn't trie to contact us at first
I offered him $[redacted] off the bill
Now he wants it for free
I believe a reasonable person would had dropped the unit off and than informed us that he did and what he would like done. And pick it up and pay their bill.
Yes there was lack of communication on both sides
We will not be paying for his bill.
He signed the work order and was called with an estimate and gave us the go ahead to do the work.
He now is reluctant to pick up his unit so I have no choice but to start charging him our storage fee of $** a day.
[redacted]
Final Consumer Response /* (4[redacted], 17, 2016/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At the risk of being charged lot fees I went to the dealership and paid the fee of $[redacted].
[redacted] The initial paperwork I signed (and I was given a copy) even has in large writing, in the middle, written by your manager ray, "customer wants to be advised if over $[redacted]." That ALSO DID NOT HAPPEN! The price was over $[redacted]. [redacted]
The note I left in the truck was still here where I put it. We can check your cameras to even see that I was there speaking to your staff and when the truck arrived in your lot.
I have witnesses who have taken me on all those interactions. And I have the name of the starf member who was dealing with me[redacted]
Lack of communication on both ends you say? Why is it that im supposed to continue to check up on my truck, which I did with continuous phone calls and appearances.
[redacted]
Even if it wouldve been dropped to $[redacted] or [redacted] I wouldve accepted it because at least they admit they were wrong and that has them take a loss and shows they were sorry. But nothing at all was given any sympathy to how this all was done by their people. [redacted]
[redacted] ([redacted]) [redacted]
Initial Business Response /* (1000, 6, 2017/01/27) */
I have been made aware of this by [redacted] and I'm am working on this in the interest of customer satisfaction.
Will update when I receive further info
Initial Consumer Rebuttal /* (2000, 8, 2017/01/30) */
(The consumer indicated...
he/she ACCEPTED the response from the business.)
Yes I believe the Macdonald auto group are doing their best dealing with a warranty company that won't honour their documented warranties that are purchased but I would also like the Macdonald auto group who sold the extended warranty on behalf of First Canadian protection plans to question and investigate the company and product they are promoting to sell to the Macdonald auto group customers on their behalf to make sure they are going to honour their sales and commitment of warranty to their customers
Final Consumer Response /* (4200, 24, 2017/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well I don't know where this business is getting their information cause the vehicle is being prepared for taxi and to this day is not used or licensed as a taxi so as far as I'm concerned this business which one representative signed this bruchure confirming what was covered which I did supply a copy to is just trying to make excuses as to why they won't honour what they are selling after they take people's money. And as far as the wear and tear items not being covered this business WANTED to do all the work which they did do some which was covered and it was from wear and tear but they didn't complain about that part. They did replace some LINKS and BUSHINGS that this warranty company did honour.
Final Business Response /* (4000, 22, 2017/02/21) */
The contract clearly states wear and tear items are strictly not covered. I went to bat for this customer anyway and in the interest of customer satisfaction got the warranty company "[redacted]" to cover $[redacted] of this claim which is Not justified.
In the interim I find out through our business manager that this unit is now a TAXI and in the contract it clearly states that if a unit is being used as a Taxi it voids the warranty completely.
In other words the customer clearly should had taken the good will offer. Because TAXI's are clearly not covered under warranty. The customer should also had come forward and told us he drives a taxi.
I consider this case closed on our end unless the customer brings new information forward.
Initial Business Response /* (1000, 5, 2017/06/06) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Hi
I handle customer complaints for all of our locations.
Sorry for getting back to you so late. As I was out of the country for the...
last 18 days.
Really we don't have this type of complaint at [redacted] and with [redacted]. But there is always a first.
That being said can you supply the name and phone number of her friend that says she didn't pay anything ?
I would like to look into that first before responding.
After I investigate I would like to set up an spointmrbt to meet with this customer in my office at [redacted] in [redacted] but will need the name first.
Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel very uncomfortable supplying a name. They bought a new [redacted] at [redacted] and financed it two weeks ago. They dealt with [redacted] and had no surprises after their purchase. Their salesman was [redacted] who is who I dealt with as well. I warned them about the extra charge and they told me they did not pay it so wny did I pay it and more imporantly why did I find out after the sale. That should just never happen.
Final Business Response /* (4000, 17, 2017/06/13) */
[redacted] has been trying to contact the customer with no luck!
Could you ask the customer to call [redacted] and ask for [redacted]?
Thank you!
Final Consumer Response /* (4200, 19, 2017/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one has been trying to contact me. Why would you send your customer back to where they started. In the future please be upfront with your customers about the fees that you charge. Let them know that on top of a $[redacted] admin fee that there is another $[redacted] fee.
Please ask this business to not contact me any further.
Initial Business Response /* (1000, 5, 2016/06/10) */
Thank you!
I have looked into this...
situation!
[redacted]
I understand this customer dropped his truck off with no appointment and left it on our lot with no communication! Our people tried to track down the owner to find out why it was left there and what needed to be done! We didn't sell this unit as it is an older unit so we had no record of sale!
after some time went by we found out that the customer lost his key's and had no spares so we had nothing to work with what so ever! the customer was given an estimate of the repair before we proceeded and agreed to the repairs!
We strongly feel that this customer is simply trying to get the parts and labor for free and that simply will not happen!
[redacted] ask that the customer simply pay the bill [redacted]
Thank you for bring this to my attention!
PS! Please advise the customer that we have a $** storage fee ''LOT FEE' we may apply soon if the customer doesn't come in and pay their bill and take delivery of their vehicle and at this point we have not charged that fee!
Initial Consumer Rebuttal /* ([redacted]0, 7, 2016/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All the above mentioned by whomever wrote this is all false. The primary person I inititally spoke to was on march 30th. The service man said "it will be no problem have it towed into us". So I did by [redacted]. As they just informed me yesturday of the date it was towed. I also put a note taped on the steering wheel to leave my contact info in case anything went wrong. I heard nothing for 2 weeks. I then phoned in [redacted] So I went in to see the serviceman. He again said he was just taking care of it and I asked "ok ill trust you this time. But can you please return my calls and also keep me informed". [redacted] Now I was waiting weeks still hearinh nothing to now I decided on week 5 to call and speak to [redacted] called me back[redacted] Where is it on my lot. Prove it." I told him where the truck was located on the lot and he hung up! He then called back and told me he had it and will begin work. I then got a call that I missed and returned and I went in to speak to a head manager. He said it would be a couple hundred. I said well make sure you at least let me know if you are getting to the over [redacted] range. He said well I cant see that happening and l will assure you that for all the hassle you went through we will give you the best deal possible. It now has been 11 weeks (OVER 2 MONTHS). [redacted] I have been very cooperative and not once have raised my voice. He mentions that "i just dropped off my truck". Do you really think that I would just have my truck towed and dropped off and expect them to figure out why its there. [redacted] ([redacted]) [redacted]
Final Business Response /* (4000, 14, 2016/06/28) */
This is the case I was reference to!
Yes we had an over site.
Yes we tried to contact and he had no contact at first.
No he didn't trie to contact us at first
I offered him $[redacted] off the bill
Now he wants it for free
I believe a reasonable person would had dropped the unit off and than informed us that he did and what he would like done. And pick it up and pay their bill.
Yes there was lack of communication on both sides
We will not be paying for his bill.
He signed the work order and was called with an estimate and gave us the go ahead to do the work.
He now is reluctant to pick up his unit so I have no choice but to start charging him our storage fee of $** a day.
[redacted]
Final Consumer Response /* (4[redacted], 17, 2016/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At the risk of being charged lot fees I went to the dealership and paid the fee of $[redacted].
[redacted] The initial paperwork I signed (and I was given a copy) even has in large writing, in the middle, written by your manager ray, "customer wants to be advised if over $[redacted]." That ALSO DID NOT HAPPEN! The price was over $[redacted]. [redacted]
The note I left in the truck was still here where I put it. We can check your cameras to even see that I was there speaking to your staff and when the truck arrived in your lot.
I have witnesses who have taken me on all those interactions. And I have the name of the starf member who was dealing with me[redacted]
Lack of communication on both ends you say? Why is it that im supposed to continue to check up on my truck, which I did with continuous phone calls and appearances.
[redacted]
Even if it wouldve been dropped to $[redacted] or [redacted] I wouldve accepted it because at least they admit they were wrong and that has them take a loss and shows they were sorry. But nothing at all was given any sympathy to how this all was done by their people. [redacted]
[redacted] ([redacted]) [redacted]
Initial Business Response /* (1000, 6, 2017/01/27) */
I have been made aware of this by [redacted] and I'm am working on this in the interest of customer satisfaction.
Will update when I receive further info
Initial Consumer Rebuttal /* (2000, 8, 2017/01/30) */
(The consumer indicated...
he/she ACCEPTED the response from the business.)
Yes I believe the Macdonald auto group are doing their best dealing with a warranty company that won't honour their documented warranties that are purchased but I would also like the Macdonald auto group who sold the extended warranty on behalf of First Canadian protection plans to question and investigate the company and product they are promoting to sell to the Macdonald auto group customers on their behalf to make sure they are going to honour their sales and commitment of warranty to their customers
Final Consumer Response /* (4200, 24, 2017/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well I don't know where this business is getting their information cause the vehicle is being prepared for taxi and to this day is not used or licensed as a taxi so as far as I'm concerned this business which one representative signed this bruchure confirming what was covered which I did supply a copy to is just trying to make excuses as to why they won't honour what they are selling after they take people's money. And as far as the wear and tear items not being covered this business WANTED to do all the work which they did do some which was covered and it was from wear and tear but they didn't complain about that part. They did replace some LINKS and BUSHINGS that this warranty company did honour.
Final Business Response /* (4000, 22, 2017/02/21) */
The contract clearly states wear and tear items are strictly not covered. I went to bat for this customer anyway and in the interest of customer satisfaction got the warranty company "[redacted]" to cover $[redacted] of this claim which is Not justified.
In the interim I find out through our business manager that this unit is now a TAXI and in the contract it clearly states that if a unit is being used as a Taxi it voids the warranty completely.
In other words the customer clearly should had taken the good will offer. Because TAXI's are clearly not covered under warranty. The customer should also had come forward and told us he drives a taxi.
I consider this case closed on our end unless the customer brings new information forward.
Initial Business Response /* (1000, 5, 2017/06/06) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Hi
I handle customer complaints for all of our locations.
Sorry for getting back to you so late. As I was out of the country for the...
last 18 days.
Really we don't have this type of complaint at [redacted] and with [redacted]. But there is always a first.
That being said can you supply the name and phone number of her friend that says she didn't pay anything ?
I would like to look into that first before responding.
After I investigate I would like to set up an spointmrbt to meet with this customer in my office at [redacted] in [redacted] but will need the name first.
Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel very uncomfortable supplying a name. They bought a new [redacted] at [redacted] and financed it two weeks ago. They dealt with [redacted] and had no surprises after their purchase. Their salesman was [redacted] who is who I dealt with as well. I warned them about the extra charge and they told me they did not pay it so wny did I pay it and more imporantly why did I find out after the sale. That should just never happen.
Final Business Response /* (4000, 17, 2017/06/13) */
[redacted] has been trying to contact the customer with no luck!
Could you ask the customer to call [redacted] and ask for [redacted]?
Thank you!
Final Consumer Response /* (4200, 19, 2017/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one has been trying to contact me. Why would you send your customer back to where they started. In the future please be upfront with your customers about the fees that you charge. Let them know that on top of a $[redacted] admin fee that there is another $[redacted] fee.
Please ask this business to not contact me any further.