Boyer Motor Company

08/10/2015To whom it may concern,This letter is in response to the complaint submitted to you, by [redacted] ***Enclosed, please find copies of the lease agreement, which have the terms of her agreement on the back, as well as a copy of the down payment disclosure, warranty agreement and a work order, for warranty work that was done on 04/24/We submit these forms for your reference[redacted] entered into a lease agreement with Boyer Motor Company on 03/03/The vehicle she leased, a [redacted] , came with a month, mile warranty [redacted] did complain of an odor in the vehicle but when she brought it in the first time, we were unable to diagnose the problem as it was not presenting itself at that momentAutomobiles have some working parts and sometimes they are difficult to diagnoseWe did try to get her vehicle in here on a couple of occasions when she called again, but were unable to schedule an appointment that suited herAt any given time, Boyer Motor Company has some leased vehicles on the road and we also have to try and meet all of their needs as well so sometimes scheduling is hard for us as wellWe try to schedule our customers according to dire necessity first, but we also have to have the customer's cooperation as wellOn April 24th, 2015, [redacted] brought the vehicle in without an appointment, but it was a good thing as it was displaying the Smoky odor that she had tried to explainOn that day our mechanic was able to diagnose the problem immediately and as it was an easy fix, we asked her if it would be OK for us to fix it right awayShe agreed to wait and the repair only took about 9% hourHad the issue been something that would have taken more time, we would have offered [redacted] a loaner vehicle while we repaired her vehicleThat was not necessary and she did agree to waitPlease note that it is only our policy to give a loaner vehicle to our customers that need warranty work within the first days of their lease and [redacted] was informed of that policy when she leased the vehicleAlso, because of the number of new leases that we generate each month, and because we only have rental vehicles, sometimes we have to delay a minor repair until a vehicle is available for the customer to use[redacted] did call us again, on or around the 25th of May about some other issues she was having with the vehicle that she deemed may have been electricalWe tried to make her appointments, but as she does have a busy schedule and we were unable to give her a vehicle to drive while we worked on her car again, we were never able to get the car in to check it out [redacted] continued to drive the car until a major malfunction with the windows occurred on 07/30/Again, she brought the vehicle in without an appointmentBecause the problem was drastic and the weather was very bad that day, our general manager had the mechanic stop the other repair he was working on and address her problem immediatelyOur mechanic was unable to diagnose the problem on the spot and [redacted] was told that she would have to leave the car here for us to work onPlease note that on 07/30/2015, [redacted] had been driving her vehicle for almost months, and had driven just shy of miles in that time frameWe did not have a loaner vehicle for her to use while we made the repairs and that did not suit herAs I had said, we reserve those vehicles for those customers that are in the first days of their lease and her issue was something that had presented itself far outside of that daysThere are very few mechanics out there that offer their customers a vehicle to drive while their repair work is being doneThe fact that we do in that first month, is one of the things that sets us apart from many of our competitors.As for the frustration that [redacted] gleaned from the manager, that she attributes to his lack of customer service skills, all we can say is that it is very frustrating when you are trying to reach a solution that will make both parties satisfied and one of the parties will not except any of the options provided because they are an inconvenienceI am not sure how we atone for that as, automobiles that need repairs, whether they were purchased here or anywhere else, are inconvenient and we all must endure them at one time or anotherThe end result is that [redacted] decided that she no longer wanted the vehicle and we agreed to let her walk away from the lease.With all this said, let us get to the “settlement “, which [redacted] is asking for [redacted] did put down $deposit upon leasing the vehicle and was responsible for bi-weekly payments of $per, for the entire lease termOn July 30th, when she decided she no longer wanted the vehicle, she owed Boyer Motor Company $in lease paymentsPlease see highlighted area on the down payment disclosure that clearly states that the down payment is non- refundableEven though that is our policy and it is in writing and signed by every lessee, we returned [redacted] ***'s down payment, months after the lease date, less the amounts that were due us for the actual time she was driving the carWe wrote her a check for $on the spot, which she took and then went directly home and sent in this complaintIt is not our policy, and we would not have been in business for years, if we let our customers drive our vehicles for miles for freeIt was our best effort and our good faith that lent itself to our returning the portion of Melissa's down payment, even though most of that money was already spent on state fees and costs to put the car on the road to begin withWe believe that we have gone above what we normally do, in this instance, to satisfy this customer and it simply does not suit herAt this time, it is all we are willing to doWe are Sorry that we were unable to please [redacted] as that is certainly not our intentOver the years we have put 1000's of leased vehicle on the road with about a 96% success rateThat would be a remarkable feat for a new car dealership, let alone a dealership that deals used vehicles.We hope that this response satisfies your inquiryIf there is anything else we can do or if you have any other questions, please let us know.Sincerely,Tammy B

08/10/2015To whom it may concern, This letter is in response to the complaint submitted to you, by [redacted] ***Enclosed, please find copies of the lease agreement, which have the terms of her agreement on the back, as well as a copy of the down payment disclosure, warranty agreement and a work order, for warranty work that was done on 04/24/We submit these forms for your reference[redacted] entered into a lease agreement with Boyer Motor Company on 03/03/The vehicle she leased, a [redacted] , came with a month, mile warranty [redacted] did complain of an odor in the vehicle but when she brought it in the first time, we were unable to diagnose the problem as it was not presenting itself at that momentAutomobiles have some working parts and sometimes they are difficult to diagnoseWe did try to get her vehicle in here on a couple of occasions when she called again, but were unable to schedule an appointment that suited herAt any given time, Boyer Motor Company has some leased vehicles on the road and we also have to try and meet all of their needs as well so sometimes scheduling is hard for us as wellWe try to schedule our customers according to dire necessity first, but we also have to have the customer's cooperation as wellOn April 24th, 2015, [redacted] brought the vehicle in without an appointment, but it was a good thing as it was displaying the Smoky odor that she had tried to explainOn that day our mechanic was able to diagnose the problem immediately and as it was an easy fix, we asked her if it would be OK for us to fix it right awayShe agreed to wait and the repair only took about 9% hourHad the issue been something that would have taken more time, we would have offered [redacted] a loaner vehicle while we repaired her vehicleThat was not necessary and she did agree to waitPlease note that it is only our policy to give a loaner vehicle to our customers that need warranty work within the first days of their lease and [redacted] was informed of that policy when she leased the vehicleAlso, because of the number of new leases that we generate each month, and because we only have rental vehicles, sometimes we have to delay a minor repair until a vehicle is available for the customer to use [redacted] did call us again, on or around the 25th of May about some other issues she was having with the vehicle that she deemed may have been electricalWe tried to make her appointments, but as she does have a busy schedule and we were unable to give her a vehicle to drive while we worked on her car again, we were never able to get the car in to check it out [redacted] continued to drive the car until a major malfunction with the windows occurred on 07/30/Again, she brought the vehicle in without an appointmentBecause the problem was drastic and the weather was very bad that day, our general manager had the mechanic stop the other repair he was working on and address her problem immediatelyOur mechanic was unable to diagnose the problem on the spot and [redacted] was told that she would have to leave the car here for us to work onPlease note that on 07/30/2015, [redacted] had been driving her vehicle for almost months, and had driven just shy of miles in that time frameWe did not have a loaner vehicle for her to use while we made the repairs and that did not suit herAs I had said, we reserve those vehicles for those customers that are in the first days of their lease and her issue was something that had presented itself far outside of that daysThere are very few mechanics out there that offer their customers a vehicle to drive while their repair work is being doneThe fact that we do in that first month, is one of the things that sets us apart from many of our competitorsAs for the frustration that [redacted] gleaned from the manager, that she attributes to his lack of customer service skills, all we can say is that it is very frustrating when you are trying to reach a solution that will make both parties satisfied and one of the parties will not except any of the options provided because they are an inconvenienceI am not sure how we atone for that as, automobiles that need repairs, whether they were purchased here or anywhere else, are inconvenient and we all must endure them at one time or anotherThe end result is that [redacted] decided that she no longer wanted the vehicle and we agreed to let her walk away from the leaseWith all this said, let us get to the “settlement “, which [redacted] is asking for [redacted] did put down $deposit upon leasing the vehicle and was responsible for bi-weekly payments of $per, for the entire lease termOn July 30th, when she decided she no longer wanted the vehicle, she owed Boyer Motor Company $in lease paymentsPlease see highlighted area on the down payment disclosure that clearly states that the down payment is non- refundableEven though that is our policy and it is in writing and signed by every lessee, we returned [redacted] ***'s down payment, months after the lease date, less the amounts that were due us for the actual time she was driving the carWe wrote her a check for $on the spot, which she took and then went directly home and sent in this complaintIt is not our policy, and we would not have been in business for years, if we let our customers drive our vehicles for miles for freeIt was our best effort and our good faith that lent itself to our returning the portion of Melissa's down payment, even though most of that money was already spent on state fees and costs to put the car on the road to begin withWe believe that we have gone above what we normally do, in this instance, to satisfy this customer and it simply does not suit herAt this time, it is all we are willing to doWe are Sorry that we were unable to please [redacted] as that is certainly not our intentOver the years we have put 1000's of leased vehicle on the road with about a 96% success rateThat would be a remarkable feat for a new car dealership, let alone a dealership that deals used vehiclesWe hope that this response satisfies your inquiryIf there is anything else we can do or if you have any other questions, please let us knowSincerely,Tammy B

08/10/2015To whom it may concern,This letter is in response to the complaint submitted to you, by [redacted]. Enclosed, please find copies of the lease agreement, which have the terms of her agreement on the back, as well as a copy of the down payment disclosure, warranty agreement and a work...

order, for warranty work that was done on 04/24/2015. We submit these forms for your reference.[redacted] entered into a lease agreement with Boyer Motor Company on 03/03/2015. The vehicle she leased, a 2002 [redacted], came with a 3 month, 3000 mile warranty. [redacted] did complain of an odor in the vehicle but when she brought it in the first time, we were unable to diagnose the problem as it was not presenting itself at that moment. Automobiles have some 8000 working parts and sometimes they are difficult to diagnose. We did try to get her vehicle in here on a couple of occasions when she called again, but were unable to schedule an appointment that suited her. At any given time, Boyer Motor Company has some 250 leased vehicles on the road and we also have to try and meet all of their needs as well so sometimes scheduling is hard for us as well. We try to schedule our customers according to dire necessity first, but we also have to have the customer's cooperation as well. On April 24th, 2015, [redacted] brought the vehicle in without an appointment, but it was a good thing as it was displaying the Smoky odor that she had tried to explain. On that day our mechanic was able to diagnose the problem immediately and as it was an easy fix, we asked her if it would be OK for us to fix it right away. She agreed to wait and the repair only took about 9% hour. Had the issue been something that would have taken more time, we would have offered [redacted] a loaner vehicle while we repaired her vehicle. That was not necessary and she did agree to wait. Please note that it is only our policy to give a loaner vehicle to our customers that need warranty work within the first 30 days of their lease and [redacted] was informed of that policy when she leased the vehicle. Also, because of the number of new leases that we generate each month, and because we only have 5 rental vehicles, sometimes we have to delay a minor repair until a vehicle is available for the customer to use.[redacted] did call us again, on or around the 25th of May about some other issues she was having with the vehicle that she deemed may have been electrical. We tried to make her appointments, but as she does have a busy schedule and we were unable to give her a vehicle to drive while we worked on her car again, we were never able to get the car in to check it out. [redacted] continued to drive the car until a major malfunction with the windows occurred on 07/30/2015. Again, she brought the vehicle in without an appointment. Because the problem was drastic and the weather was very bad that day, our general manager had the mechanic stop the other repair he was working on and address her problem immediately. Our mechanic was unable to diagnose the problem on the spot and [redacted] was told that she would have to leave the car here for us to work on. Please note that on 07/30/2015, [redacted] had been driving her vehicle for almost 5 months, and had driven just shy of 8300 miles in that time frame. We did not have a loaner vehicle for her to use while we made the repairs and that did not suit her. As I had said, we reserve those vehicles for those customers that are in the first 30 days of their lease and her issue was something that had presented itself far outside of that 30 days. There are very few mechanics out there that offer their customers a vehicle to drive while their repair work is being done. The fact that we do in that first month, is one of the things that sets us apart from many of our competitors.As for the frustration that [redacted] gleaned from the manager, that she attributes to his lack of customer service skills, all we can say is that it is very frustrating when you are trying to reach a solution that will make both parties satisfied and one of the parties will not except any of the options provided because they are an inconvenience. I am not sure how we atone for that as, automobiles that need repairs, whether they were purchased here or anywhere else, are inconvenient and we all must endure them at one time or another. The end result is that [redacted] decided that she no longer wanted the vehicle and we agreed to let her walk away from the lease.With all this said, let us get to the “settlement “, which [redacted] is asking for. [redacted] did put down $1200.00 deposit upon leasing the vehicle and was responsible for bi-weekly payments of $150.00 per, for the entire lease term. On July 30th, when she decided she no longer wanted the vehicle, she owed Boyer Motor Company $326.00 in lease payments. Please see highlighted area on the down payment disclosure that clearly states that the down payment is non- refundable. Even though that is our policy and it is in writing and signed by every lessee, we returned [redacted]'s down payment, 5 months after the lease date, less the amounts that were due us for the actual time she was driving the car. We wrote her a check for $874.00 on the spot, which she took and then went directly home and sent in this complaint. It is not our policy, and we would not have been in business for 25 years, if we let our customers drive our vehicles for 8300 miles for free. It was our best effort and our good faith that lent itself to our returning the portion of Melissa's down payment, even though most of that money was already spent on state fees and costs to put the car on the road to begin with. We believe that we have gone above what we normally do, in this instance, to satisfy this customer and it simply does not suit her. At this time, it is all we are willing to do. We are Sorry that we were unable to please [redacted] as that is certainly not our intent. Over the years we have put 1000's of leased vehicle on the road with about a 96% success rate. That would be a remarkable feat for a new car dealership, let alone a dealership that deals used vehicles.We hope that this response satisfies your inquiry. If there is anything else we can do or if you have any other questions, please let us know.Sincerely,Tammy B

08/10/2015To whom it may concern,
This letter is in response to the complaint submitted to you, by [redacted]. Enclosed, please find copies of the lease agreement, which have the terms of her agreement on the back, as well as a copy of the down payment disclosure, warranty...

agreement and a work order, for warranty work that was done on 04/24/2015. We submit these forms for your reference.[redacted] entered into a lease agreement with Boyer Motor Company on 03/03/2015. The vehicle she leased, a 2002 [redacted], came with a 3 month, 3000 mile warranty. [redacted] did complain of an odor in the vehicle but when she brought it in the first time, we were unable to diagnose the problem as it was not presenting itself at that moment. Automobiles have some 8000 working parts and sometimes they are difficult to diagnose. We did try to get her vehicle in here on a couple of occasions when she called again, but were unable to schedule an appointment that suited her. At any given time, Boyer Motor Company has some 250 leased vehicles on the road and we also have to try and meet all of their needs as well so sometimes scheduling is hard for us as well. We try to schedule our customers according to dire necessity first, but we also have to have the customer's cooperation as well. On April 24th, 2015, [redacted] brought the vehicle in without an appointment, but it was a good thing as it was displaying the Smoky odor that she had tried to explain. On that day our mechanic was able to diagnose the problem immediately and as it was an easy fix, we asked her if it would be OK for us to fix it right away. She agreed to wait and the repair only took about 9% hour. Had the issue been something that would have taken more time, we would have offered [redacted] a loaner vehicle while we repaired her vehicle. That was not necessary and she did agree to wait. Please note that it is only our policy to give a loaner vehicle to our customers that need warranty work within the first 30 days of their lease and [redacted] was informed of that policy when she leased the vehicle. Also, because of the number of new leases that we generate each month, and because we only have 5 rental vehicles, sometimes we have to delay a minor repair until a vehicle is available for the customer to use.
[redacted] did call us again, on or around the 25th of May about some other issues she was having with the vehicle that she deemed may have been electrical. We tried to make her appointments, but as she does have a busy schedule and we were unable to give her a vehicle to drive while we worked on her car again, we were never able to get the car in to check it out. [redacted] continued to drive the car until a major malfunction with the windows occurred on 07/30/2015. Again, she brought the vehicle in without an appointment. Because the problem was drastic and the weather was very bad that day, our general manager had the mechanic stop the other repair he was working on and address her problem immediately. Our mechanic was unable to diagnose the problem on the spot and [redacted] was told that she would have to leave the car here for us to work on. Please note that on 07/30/2015, [redacted] had been driving her vehicle for almost 5 months, and had driven just shy of 8300 miles in that time frame. We did not have a loaner vehicle for her to use while we made the repairs and that did not suit her. As I had said, we reserve those vehicles for those customers that are in the first 30 days of their lease and her issue was something that had presented itself far outside of that 30 days. There are very few mechanics out there that offer their customers a vehicle to drive while their repair work is being done. The fact that we do in that first month, is one of the things that sets us apart from many of our competitors.
As for the frustration that [redacted] gleaned from the manager, that she attributes to his lack of customer service skills, all we can say is that it is very frustrating when you are trying to reach a solution that will make both parties satisfied and one of the parties will not except any of the options provided because they are an inconvenience. I am not sure how we atone for that as, automobiles that need repairs, whether they were purchased here or anywhere else, are inconvenient and we all must endure them at one time or another. The end result is that [redacted] decided that she no longer wanted the vehicle and we agreed to let her walk away from the lease.
With all this said, let us get to the “settlement “, which [redacted] is asking for. [redacted] did put down $1200.00 deposit upon leasing the vehicle and was responsible for bi-weekly payments of $150.00 per, for the entire lease term. On July 30th, when she decided she no longer wanted the vehicle, she owed Boyer Motor Company $326.00 in lease payments. Please see highlighted area on the down payment disclosure that clearly states that the down payment is non- refundable. Even though that is our policy and it is in writing and signed by every lessee, we returned [redacted]'s down payment, 5 months after the lease date, less the amounts that were due us for the actual time she was driving the car. We wrote her a check for $874.00 on the spot, which she took and then went directly home and sent in this complaint. It is not our policy, and we would not have been in business for 25 years, if we let our customers drive our vehicles for 8300 miles for free. It was our best effort and our good faith that lent itself to our returning the portion of Melissa's down payment, even though most of that money was already spent on state fees and costs to put the car on the road to begin with. We believe that we have gone above what we normally do, in this instance, to satisfy this customer and it simply does not suit her. At this time, it is all we are willing to do. We are Sorry that we were unable to please [redacted] as that is certainly not our intent. Over the years we have put 1000's of leased vehicle on the road with about a 96% success rate. That would be a remarkable feat for a new car dealership, let alone a dealership that deals used vehicles.
We hope that this response satisfies your inquiry. If there is anything else we can do or if you have any other questions, please let us know.
Sincerely,Tammy B