Bob Moore Auto Group Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will forward the business a copy of my receipt for any fees associated with the late registration of this vehicleV/R,
*** ***

Complaint: ***
I am rejecting this response because: The old manager told us the same thing as the new manager is telling usThey will not repair the AC unit on the carThey have told us they will fix it a "THEIR" cost whatever that may beThey sold the card to us without a properly working AC and told us when we asked that it worked greatThey lied and now won't take care of business
Sincerely,
*** ***

We have attached the requested paperwork showing that Mr*** sold us his vehicle on 1/24/We have since sold the vehicle to another customerIt is that customer's responsibility to register the vehicle in their nameMr*** and *** *** have done everything they are required to do to
transfer ownershipWe will also mail copies of the documentation to Mr***We believe this matter to be fully resolved

As soon as we received this complaint we reached out to the customer. This was a misunderstanding and we have written a check to her for the allowance on this tailgate. We believe that this issue has been resolved and the customer is satisfied

Initial Business Response /* (1000, 8, 2015/09/21) */
We have contacted the customer today and we will refund his fuel and hotel chargesWe are very sorry for his inconvenience and should have handled this differentlyWe issued the check request todayWe believe this should put this

Initial Business Response /* (1000, 5, 2015/09/24) */
As soon as this was brought to our General Managers attention, we contacted the customer and issued a check for $We apologized for his unhappiness and our lack of handlingWe have addressed this with our management team
Initial
Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Issue resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 8, 2015/09/23) */
As soon as we received this complaint we contacted the customerWe have resolved this by helping her cancel the policy and issuing a full refundWe apologized for any miscommunicationThis should be a closed matter
Initial Consumer
Rebuttal /* (2000, 10, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Awaiting refund at current timeHope to receive shortly and case to be closed

W performed a $2,repair on Mr***'s Buick Lacrosse in early February 2017. As part of that repair, we blended the left front door. When we completed the job, our employee noted that the mirror switch was a bit cantankerous. You had to "play" with it a bit
to get it to work properly. He also noticed that the automatic door lock / unlock feature was a bit troublesome as well. It would unlock on approach (walking up to the vehicle), but did not lock automatically when you walked away from the vehicle. This is typical of a car this age with 105,miles on it. When this w s discussed with Mr***, the customer insisted that these features worked as if they were new prior to our repair. At the end of the conversation, there was no resolve and the customer left. Our EE did not offer the customer the option of allowing us to repair the vehicle, nor did he get anyone else involved as a second voice. As our EE stated, it was such a case of wear and tear, that he did not get the manager involved. week or so after delivery, Mr*** returned to the shop with the same concern. We disassembled the door to verify that nothing was loose or broken. We confirmed that everything was and noted that the door still operated the same as when it originally left. Again, we did not offer a repair option for the customer.Several weeks later, Mr*** appeared in our office without notice and handed him a repair bill for over $and demanded that we pay for it. He advised the customer that we were not at fault and that it was simple wear and tear. Our EE did advise the customer that he would pass it on to the manager and we would contact him. The manager made two attempts to contact the customer and was unsuccessful. We believe this matter is resolved and that Bob Moore Collision did not owe Mr*** any money for repairs that were wear and tear

We believe we did fix the car as she requestedWe also have mailed her title to her as we were required to. She stated she did not receive it so we sent her certified copiesShe said she never received itWe now have a second copy of certified title papers at the store
(received them yesterday)We called and left a message for her to pick them up here with no responseWe always try to match the vehicle to the customer in every transaction we do. We did investigate the comments suggested in this complaint and we unable to confirm them. We have had a change in our top managers at this dealership so it is possible that we did not speak with the exact folks involved in her entire transaction. We always train our employees to be respectful of everyone in the dealership.We are sorry Ms*** is unhappy and we always strive to do everything we can to make each customer satisfied

Initial Business Response /* (1000, 8, 2015/06/11) */
After talking with our general manager about this customer, he was surprised by this complaint and the details written
This customer brought her car into our service department and for repairsThe car had water damage in the transmission
We explained this to the customer and informed her she should file an insurance claim with her insurance carrier as that is normally covered under a policyShe declined to do that
She informed us that she wanted to trade the car inWe tried everything we could to come to an agreement and could not do soThe customer then told us she had an insurance check for hail damage to her car
We agreed that we would take the check in total and would complete the transmission repair and that our dent repair contractor could repair the hail damageWe repaired the transmission, the hail contractor repaired the hail as was promised and then the customer released the check to us for payment
When the customer picked up the car we believed her to be satisfied with the repairWe were not aware of any of the complaints until this filing
We are very sorry she is unhappy, but believe that we did everything we agreed with her to doWe tried very hard to help her in every way possibleWe did not lie to her in any way
Initial Consumer Rebuttal /* (3000, 10, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all the car was damaged, had water in transmission when they sold it to me, I had car only months and paid warranty they rejected and it wSnt insurnace problem , that would be fraud!
I
They should have covered transmission in furst place and they never worked with me, jason scammed me out my insurance check and kept it to pay for transmission and half way fixed hail damage, my car looks offal a d hail damage is still there
Who can pay 13,dollRs for car than months later pay 6,for transmission and its offal funny repairs came to exact amount of insurance check that wasnto be used only for hail damage
They didnt try to help me at all and I have a witness to on the day he told me "Get in your car and leave"!
He is liar, jason tbe manage!
They sold me car thats been in water and now my I surance wont cover me if I get hail damage again on top of what I already have!
My car was filthy when I got it,,the ceiling is bowed with black greasy hand prints and panel is hanging and they did this when did half way sloppy job of dentless repair which it was supposed to have new chrome which has hail dents still, they just took me is all they know it!
I have pictures of damages and there is large areas (2x)on outside where looks like they sanded it and andcalso there still dents in body and crack in my windshield im just sick of mess they made.text
messages where he said he take car back and offered one car that was damaged and wouldnt fix it and payments were to high, he was sopposed trade straight across and I have text messages statingvthat from them! I dont except their response cause its not true and I want my car fixed rightbor 5,dollars back from them so I can get it fixed right!
Final Business Response /* (4000, 12, 2015/06/30) */
We strongly dis-agree with the customer information written in this complaint both timesThe customer agreed to the purchase of the vehicle and the customer agreed to repairs performed by the dealershipWe would like to help resolve this by offering the customer a payment of $2,with a signed release to us on this transactionAlthough we are confident in this transaction and believe we owe her nothing we are willing to try to end this unhappy situation with herThis offer is good until July 6thIf accepted, please send us the name and address to be included on the check and releaseThe Bob Moore corporate office will handle the payment and release at that time
Final Consumer Response /* (4200, 14, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I bought this car in good faith from bob moore and had it months transmissiob went out, I didnt have money to replace it and had only my insurance check for hail damage and jason scammed me out if it for transmission which dealership should had backed me and pay for it plus I had warranty that wouldnt pay so 14,is alot to pay for car and than after months car breaks down and now the mess they made on repairing hail damage is offal, dents in chrome, clear coat been taken off in spots, ttherez dents in body still and inside was mess with ceiling is bowed and panel wasnt secure and on june I had to have rotars and pads replaced costing me and mechanic told me rotars were damaged from water whichbi have in writing, I never drove this car in water ever! The car was damaged when dealership sold it to me and the car continuely costing me money! The dealership owes me and wont repair body work !
I thank you for offer but I need at least 3,to settleJust not right that I was treated so bad and kicked off dealership cause jason manager knew he cheated me! I was sold this car that had been in deep water! *** ***

Initial Business Response /* (1000, 9, 2016/02/22) */
This error was our fault and we have issued a refund check to the customer for $as asked in the complaintI believe this claim should be closed
Initial Consumer Rebuttal /* (2000, 11, 2016/02/23) */
(The consumer indicated he/she
ACCEPTED the response from the business.)
Response acceptedDealership contacted me by phone and offered to refund the fee requestedCheck was mailed and has been cashedThis complaint can be closed as it has been handled satisfactorily

We have contacted Mr*** and informed him that we have asked the manufacture, Lexus, to send him the owners manuals that he wants ASAP. Mr*** will follin a few weeks to ensure that they are received. Mr*** received our email stating these were coming and said the
following: As a side note, your staff, other than this issue, were very good to work with and I would not hesitate to purchase another vehicle from you. Will await my manual!*** *** We believe this will be resolved

Our General Manager, *** ***, will contact Mr*** today by his contact information listed in this complaint. After discussing, we believe we can help him resolve this issue and work out a resolution. He is a new General Manager and was unaware of this issue until we received this
complaint. I believe this will be handled today

After receiving this complaint, we contacted Mr***He came into the dealership and we sold him a new vehicle and took this vehicle in trade. We consider this matter is closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to me but I have no other options at this pointI will however print my copies and move forward from there
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/11) */
Ms. [redacted] purchased a 2008 GMC Acadia from Bob Moore Norman in 3/2013. This car was a warranty buy back. Ms. [redacted] signed a warranty buy back notice. She also signed a copy of a title showing an example of how the title could read on buy...

backs. Our files indicate that Ms. [redacted] did indeed purchase a buyback and that she acknowledge doing so. When we sell these buy backs they are normally priced at a discount.
Bob Moore Norman would be happy to work with her to try and trade her out of the vehicle or buy it from her. She has not contacted that dealership in reference to this issue. She needs to call the GSM [redacted] and he can help try to help her trade the car in or re-purchase the car.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not acknowledge that I was purchasing a warranty buy back, nor did I sign a warranty buy back notice, nor did I sign a copy of a title showing an example of how the title could read on buy back. I should have received a significant discount and I did not.
I contacted GSM Adam Black by phone over two weeks ago and asked him to please present to me the documentation of the items he claims I signed acknowledging I was purchasing a buy back and he said he would mail them to me. To date I have not received any of the documentation from Bob Moore nor have I heard anything back from them trying to resolve this issue.
I will be contacting an attorney.
Final Business Response /* (4000, 9, 2015/07/01) */
We have all paperwork in our files signed by Ms. [redacted] acknowledging the buy back. In addition, our GSM has contacted the consumer multiple times leaving messages.
Since the consumer is contacting her attorney, we will wait to hear back from her attorney.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Mr. [redacted] purchased a vehicle from Bob Moore Kia on May 31, 2017.  We believe that he is satisfied and this complaint is resolved.

I was contacted by [redacted], the General Manager for the Bob Moore dealerships in Edmond. He very...

graciously listened and shared in my concerns. I was offered the full trade-in value for my previous vehicle as well as a discount on the vehicle I purchased. Mr  [redacted] made himself available to me both through phone and text messaging and I was very impressed with his commitment to remedy the situation. He made sure I felt comfortable with the deal offered and had all the paperwork drawn up in advance so it was just a matter of signing paperwork and being on my way. They even filled the vehicle up with gas. I am very grateful to Mr. [redacted] for working with me and going out of his way to do so. I consider this matter resolved.