Bourne's Auto Center

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

This matter has been settled.

I had the opportunity to speak with the customer, deliver her a replacement vehicle address her concerns and return the vehicle to her.  It is my understanding that everything has been addressed.

We fully admit that the amount of time that it took to have this vehicle fixed correctly was completely unacceptable.  The wrong coolant was used in the vehicle during the initial radiator repair.  Since that time we have flushed the system and replaced the heater core.  The coolant...

flush was done at the [redacted] dealer.  Given that the vehicle was only driven 200 miles with the wrong coolant in the car there is only a minimal chance that there is long term damage to the vehicle.  The entire time the vehicle has been out of service the customer has been provided a replacement vehicle, free of charge and has not been charged for any of the repairs.  This customer has no moentary damages aside from being without her car for close to 4 months but not without a vehicle.  The customer paid $28,990 for the vehicle over 2 years ago and has put 45,478 miles on it.  The customer is looking for us to give her $42,000 back for the car, which is $13,010 more than she paid for the vehicle 2 years ago. The vehicle is completed now and we believe 100% fixed.  This is an unfortunate situation and we are truly sorry that we had the vehicle for this amount of time.  I am open to any and all reasonable resolutions.

We truly appreciate and value your business.  Each time you purchased a vehicle we run your credit once and then submit to lenders based upon our experience and the program that best fits your needs.  For each of your purchases we submitted you to 5 different lenders.  Each time we...

were able to find you suitable financing.  The reason for submitting your application to multiple lenders is for one reason, to get you the best rate.  I apologize that these inquiries are now adversely effecting you.  It is certainly rare that someone would purchase 3 vehicles in such a short period of time.  As I said to you on the phone, I am willing to do whatever we can to help remove these inquiries.

The customer did not state why they rejected our response.  Which is to send her a check for the key, which we did today.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Regards,
[redacted]

I spoke to our office on Tuesday, as I am out of town on vacation, and accounting had issued the check $455.39 on Thursday July 2nd and may not have made it to the mail until Friday July 3rd.  Due to the holiday the check should have arrived on Tuesday July 7th the latest.  At this point...

[redacted] should have received the check.  Please let us know if this is not the case.  I apologize about the delay in getting you your vehicle in a timely fashion.  The radio issue was a covered component under [redacted] warranty and the vehicle was in their control not ours.  I hope that you are enjoying your vehicle and if you have any future questions or concerns please do not hesitate to contact me directly.Thank you for your business.My Sincere Apologies,
[redacted]General Manager

I had the opportunity to speak with this customer and her mechanic yesterday.  The date of purchase on this vehicle was February of 2014 and the customer stated that we never provided a second key.  It is now over a year later and she is having an issue with her ignition.  I offered...

to tow the vehicle here free of charge to diagnose the issue, the customer refused.  After speaking with her mechanic I have offered to pay for the second key and work with her repair facility to get that resolved.  I called the customer to inform her of the resolution and have not received a return phone call.

In effort complete the sale and obtain the customer favorable financing we submitted her credit application to multiple lenders.  This was only in the best interest of the customer who at the time was moving forward with the purchase of the vehicle.  The customer signed a credit...

application and we were able to obtain financing that was better than the financing she obtained prior to arriving at our dealership.  When we were reviewing the terms and completing the sale, at that time the customer decided not to move forward with the purchase.  We were understanding and provided the customer all available options.  We are unable to get the credit inquiries removed, but we are more than happy to assist and will fill out any necessary paperwork the credit reports provide in order to remove them.

We would be more than happy to address your fender issue.  Please let me know when it works for you to bring the vehicle to us so we can address.  We will provide you with a replacement vehicle while we are fixing it, I am estimating 2-3 days.  Please keep in mind that all of your...

issues are cosmetic, not mechanical or safety related.  Please reach out to me directly at [redacted] or via email at [redacted] to schedule your appointment.  A picture of the fender beforehand would be helpful as well.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues...

and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]