Blank & Cables, Inc.

The fee is charged to us (the dealer) and we have paid it to the lender. It only shows up on their (client) statement. So, the manager at [redacted] will be calling her to clarify, however we are asking the Credit Union change their process to include a better description because this is the second...

client that has had this issue and frankly we understand their frustration. We apologize for the confusion and hope they will change their complaint to a resolved issue once the clarification is made? Thanks you,Lenny G[redacted]GM

To whom it may concern,I have investigated this matter and found that the salesman was remiss when responding to [redacted]' initial email request for a quote confirmation. Our salesperson had typed the wrong figure when originally quoting this gentleman the figure he could buy the vehicle for excluding taxes and tags. When [redacted] clearly asked in an email as to why the price was so low and expected as well as deserved a response at that time to the error, he instead got a response from my salesperson that confirmed the low price quote that we could not offer or approve. This was/is unacceptable in terms of a price we can sell the car for and in terms of conduct on the salespersons part. Although the salesman confirmed the price, he is in no manner allowed to price, approve or finalize a bottom line figure for a car deal. That is purely on management and the salesperson should have corrected his error when the client asked him to and before he came into the store. He has taken ownership of the mistake and tried to explain to [redacted] what happened. Unfortunately and rightfully so, the client was upset for taking time out of his day and driving all the way to the store and did not get a chance to speak to a manager before he left. We practice true transparency as your organization will confirm from our many years of service and relationship with the Revdex.com. We cannot lose thousands of dollars to sell a car due to the carelessness of the salesperson on an email quote. We are willing to work with the client to resolve the matter if he is still interested in this vehicle. In fact, my sales manager has offered [redacted] a much more competitive price on this vehicle that is between the price [redacted] has asked to buy it for and the already competitive price it was online and should have been quoted for in the beginning of the transaction.  At this point, the salesperson has been written up and reprimanded for his actions. I am prepared to offer [redacted] a free tank of gas for his time and inconvenience AND a free oil change on the pre-owned vehicle if he sees the newly reduced price is one he wants to take advantage of and buy the car in question. I also apologize that he needed to come in to find this out as opposed to getting the necessary correction when he asked! If this were to happen again, the salesperson will be terminated. We will stand for this kind of carelessness and poor client service. I hope we can remedy this situation with the reduce price that is now far under market value. Thank you for your intervention and please let me know what else we can do other than selling the car at the misquoted price. Thank you, Lenny G[redacted]General Manager

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 Complaint: [redacted]
I am rejecting this response.

Tell us why here.Client’s vehicle comes in for a VA inspection, fails because tint is below the AS1 line on the front windshield. The client had us scrape the tint off to pass the vehicle, she then takes it back to the tint shop, they said we were wrong, that it should have passed. Client calls...

Leslie W[redacted] who has her bring the vehicle back, Leslie and Dan dealt with her when she returned. They both agreed to have the front window re-tinted at no charge for the inconvenience of having to come back and the confusion with the tint shop. The assumption was we had the tint applied to the vehicle when she bought it from us, we did not. The tint was done by another shop which she took the vehicle to after purchasing it from us, but we had already committed so we stood by it.So, when the vehicle was back for the re-tint the service manager examined it after hearing about this saga. He found the glue line for the original tint to measure a quarter inch below the AS1 line. That fails a safety inspection, period, end of story. We had already committed to re-applying the tint and a tank of gas, so he instructed Leslie and Dan to follow through.Client comes to pick the vehicle up the other day and spoke with Dan, she said we were supposed to detail her car as well. Dan said that we washed her vehicle but no detail, that was never offered. He then re-iterated that the original tint was illegal, we had the tint re-applied so it would be correct, at no charge, and filled her car up. He also reminded her that we were under no obligation to do anything for her but out of customer satisfaction and the fact she purchased from us, we took responsibility to resolve her issue.Bottom line, we never tinted it to begin with, it did NOT pass VA inspection whatever the tint shop says and we reapplied even though we had no obligation to do so. The wash and tank of gas was on top of the new tint all in an effort to satisfy, which it obviously has not. We simply cannot continue to throw time and resources at an issue we did not create. ..

Dear Sir,Again after resolving and delaying her first months payment to the Lender, finally resolving the issues with the vehicle and handling the county issue myself, there is no fair justification of an additional payment to her from Pohanka. If the client feels she is still due any consideration as far as the issue on the car, she may take them up with the manufacturer directly, whom failed to charge the AC prior to delivery to us and maybe they can assist in her request. I believe we have done all and above and beyond to include free services for the minor inconveniences we created.Thanks for your time and consideration in this matter. Lenny G[redacted]General Manager

I read the complaint and I believe I may know what the issue is, it's a solution used to disinfect the a/c, heat, & defrost system of the vehicle. I looked over the first visit and we would have applied the product to the system as well as the filters when we performed the #2 service, air &...

pollen filters. The purpose of the product is to clear up pollen, mold, mildew, etc. in the vehicle's ventilation system.
In my experience I've encountered a few clients have stated that the smell of this product produces a strong aroma, it usually dissipates relatively quickly. The only conclusion I can come to is maybe the filters were saturated so the fibers hung onto the odor longer than usual.
When the vehicle returned we found residue from the transfer case, very slight amount and not abnormal given the fill hole is on the back of the case. I'm not sure that would cause the odor though, it's very unlikely. I did see we then retreated the ventilation system with the same product that I suspect is the issue.
I instructed one of our consultants to reach out to [redacted], I believe he called and sent a type to text message. I strongly believe we can resolve this unfortunate issue by replacing the air and pollen filters. They've now been treated essentially twice in a month period when the typical time period is once a year.
I would also like to extend my deepest apology to [redacted] regarding the lack of follow-up on our part from our Customer Relations Manager. I'm not sure what the issue was but I'll be sure to correct it to prevent potential future events as this.
In the meantime if [redacted] needs anything she can reach out to me directly, my number is ###-###-####. I'll be more than happy to get personally involved to resolve the situation once and for all.
Sincerely,
Mike C[redacted]

Mr. [redacted] came to our dealership on 6/24/16 for an oil and filter change and replacement of spark plugs. Those were the only services performed, we recommended air and cabin filters but Mr. [redacted] declined. Nothing else other than a visual inspection was performed at this time.
Mr. [redacted] then...

returned to the dealership on 7/2/16 complaining of a humming noise in reverse and a rattling from under the vehicle. The only thing we found were the catalytic converter heat shields were rusted and being held together with clamps. This repair was performed by another facility prior to Mr. [redacted]'s visit on 6/24.
The repair on the heat shields also happens to be an improper repair, the manufacturer recommends replacing the shields. We did not quote a price to check out what the problem was, we quoted a price to repair what the problem we saw was. Once again, an issue the vehicle had prior to it being brought into our repair facility and not caused by us.
Mr. [redacted] has also contacted the manufacturer, American Honda, to lodge a complaint against us. Apparently he took the car to an independent repair facility. The independent suggested he replace the brake pads to get rid of the noise, we had inspected the brakes on the vehicle and all measured well above minimum specs. Mr. [redacted]'s complaint to the manufacturer is we replaced his brake pads with used ones while his vehicle was in for service, an accusation that not only is incorrect but absurd.
Once again, the only issue we found was the rusted and rattling converter heatshields which were installed somewhere else. A problem, whether making noise before he came in, was clearly occurring prior to Mr. [redacted]'s initial visit on 6/24. I've attached the invoices from 6/24 and 7/2 as well as the inspection report on 7/2 where his brake pads were measured. The front were 8mm and rear 6mm, brand new pads at 10mm in thickness.
Since none of Mr. [redacted]'s current issues with the vehicle were caused nor repaired by us I'm not quite sure what the complaint's purpose holds. Please feel free to contact me if you need any further information.
Lenny Gonzales

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 Complaint: [redacted]
I am rejecting this response because:
Yet again, none of my concerns in my previous response were addressed by your response, Mr. C[redacted]. Nothing was mentioned about the video I provided, nor about the fact that the apparent brake inspection results were completely wrong. The braking system was indeed checked during this service, as you pointed out several times. This is why I require the refund of this service. If not, I need reimbursement for the brake service, for which I can send the receipt. It is about $270. It is very concerning that there are no cameras in the service area, and I will make sure others know about this lack of basic insurance that I expect the claimed #1 dealership to have. If not for customers, you should have this protection for your own employees. Regardless, I am not surprised that in one way or another, something that could easily end this dispute was unavailable to me. I have initiated a complain with my credit card company, as I am well aware that the Revdex.com gets a payment from Pohanka to get the rating of A+.
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:
Actually this is not the case. She said she was having the car fixed not resetting the light. Why would we need the light turned off?  That doesn't help whatsoever. We would have walked out on the deal had this been the case. 
Regards,
[redacted]