Brady Home Improvements

Dear Mr [redacted] :I am sorry for hown ow you feel about our organization, our employees, and myself regarding your service experience with us Although we are not perfect, we work extremely hard each day to take great care our customers and after years of business there is one thing we have learned and that is to not lie to customers So, when we are accused of lying to someone when that is not the case, it is very disturbing for us as business and myself as a business owner As the owner, although I obviously was not directly involved in this transaction, there are several things that are key to this entire ordeal and after my research those conclusions have not changed For instance, you are obviously dissatisfied with this experience, so I personally counseled with our service manager and made the decision to not charge you for the inspection, yet you continue to state that you were charged which is an incorrect statement on your part Next, it is our company policy to not take credit card payments over the phone to both protect customers as well as ourselves as a business Now, every policy has an exception and I will not say that we absolutely never take a credit card payment over the phone, but when that is done I personally make that determination An exception might be in the case of an emergency for well-established customer or fleet company that does a lot of business with us, so we know them and they know us, we might make an exception to the policy Again, I make that decision and my employees know it, so your service representative would have not made that decision on his because he has worked here for many years and knows the policy inside and out In fact, he knows because there are times over years when an exception was granted and he came to me personally to make that decision since he does not have the authority to do soIn addition, the only reason we knew the truck's owner was because our data management system knew the vehicle identification number when the repair order was written, so that had nothing to do with the quality, or lack thereof as you state, of the inspection that was performed From my research, I understand that you asked the question to one of my employees if the truck was sound enough to make it back home to Virginia In that case, knowing the truck, it's owner, and the service history of the truck, it was determined that we were confident in it's ability to make that long of trip Although that is just an educated guess because anything can happen, the truck made it to Virginia, so even though it is approximately an eight year old truck in excess of 220,miles, the truck must be sound to make that kind of trip This brings me to my next point regarding this truck I know you found my statements disturbing, but they were the truth and the truth has not changed, nor will it change Your purchased an approximately year old truck with over 220,miles with no warranty online that you have never personally seen or drove from someone you have never seen or met and when you do that it is a big risk I am certainly qualified to make that statement because as I told you, I consummated an identical transaction a couple of years ago when I purchased an older, high mileage truck such as this I personally flew out of state to go see it before I bought it and although I had a lot of money invested in that trip, I was willing to go home empty-handed because I knew the risk After what I have had to spend on this truck, do I wish I had negiotated a better purchase price, of course, but that can happen when you purchase a vehicle like this As that was my responsibility in my case, it is your responsibility in this case the check the vehicle thoroughly as possible, but still realizing there is significant risk with this kind of purchase The fact you might be experiencing buyer’s remorse in your purchase is simply not our responsibility and I’m sorry that may not be what you want to hear, but it is simply fact I have not “shirked” any responsibility as you state and in fact I met it head on and waived any and all charges due you since you were not satisfied which is where my responsibility You didn’t even purchase the vehicle from us and yet you want to hold us responsibility for your risky online third party purchase you made? That’s just not right and like I told you before I am appalled with this entire situation altogether You also fail to mention that the previous owner also did pay for some other repairs before you completed the purchase, so there obviously were more things wrong with the truck than just rear brakes as you state Bottom line is as I stated to you before, when you purchase a truck that is approximately years old and has in excess of 220,miles, there has to be some expectation that vehicle will not be in like-new condition and may possibly need some repairs down the road Our conclusion with this situation is simple and unchanged, we waived any and all charges due you for your dissatisfaction, but have absolutely have nothing to do with your vehicle purchase from an outside third party Again, I’m sorry that this is not what you want to hear, but it is the truth and for what it may be worth to you, I actually know how you feel because I went through the exact situation myself I do, however, wish you the best and I hope the truck gives you many years of great service Have a blessed day

Complaint: ***
I am rejecting this response because:
The business’s response is yet again attempting to redirect the responsibility of their service department’s failures, and are still lying about the transaction I have stated that I was charged for the inspection because I was, see attached invoice which shows I am charged $195. The fact that the dealership “did” charge me for the inspection indicates that the inspection was completed (or stated that it was completed) which also shows their confirmation that they believed they had completed their end of the contract. The fact that the dealership later waived the charges after I brought up the concern is a separate matter and only confirms that they felt they had failed to meet the terms of the contract, reinforcing my concernsWhen this charge or “statement of completed work” is compared with an identical “GM multi-point inspection” from *** *** within a few days, any reasonable person can deduce that the service department at Al Willeford Chevrolet either did not complete the inspection, or they did it so poorly they failed to identify elementary and blatantly obvious mechanical and electrical problems, or they with-held the findings of the inspection. Most importantly, to this date, I have yet to receive the inspection report that I was promised on three separate occasions by the service rep Mr*** has still provided information when he said he only accepted the inspection after learning who the previous owner was. His service representative accepted the inspection (and authorized my credit card payment over the phone) before the VIN was in any computer system. This can easily be viewed by looking at the attached service request confirmation. You can easily see that there was no VIN on the form, and the name that I gave for the owner was incorrect, I later found out that that person was selling it for his son. Additionally, I verbally discussed the situation with *** who acknowledged and accepted the terms of the contracted work. I do not know what to tell Mr*** with regards to his service representative telling me that I could pay with a credit card… If I was contracting an inspection from Virgina, how did he think I was going to pay for the inspection…? Again, any reasonable person would deduce that a credit card payment over the phone would be the most logical and really, the most secure form of payment for the dealership and for me. I have no idea why his service representative would tell me that I could pay with a credit card when it was company policy not to, that would be something that he would need to be addressed internally within the dealership As far as the owners statement of me “asking if the truck was sound enough to make it back to Virginia”, the Mr*** is mistaken. I am again attaching the original service request, where I am contracting Al Willeford Chevrolet to conduct a “GM multi-point inspection” and I clearly state in that request “comprehensive inspection” and “detailed perspective”. If you refer back to the first attachment, you can see that the comments for the inspection were “looks good”… This is hardly “comprehensive” or “detailed” by any stretch of the imagination. What Mr*** is actually referencing, is the discussion that I had with ***, specifically about the brakes. The sales rep asked if I wanted him to replace the rear brakes and I asked him specifically in regards to only the brakes “will they last until I get back to Virginia?” If Mr*** thinks it is fine for his dealership to charge a customer $to make what he called an “educated guess” on weather a vehicle can make it to VA from TX, there are some serious ethical problems with his business practices Mr*** has repeatedly and inaccurately attempted to make a connection with his vehicle purchase experience and mine. He may think that he is qualified to inspect a used vehicle, but I know that I lack the technical knowledge, certification, and appropriate tools He fails to understand common (nationwide) standard used car buying practices. It is recommended by almost EVERY professional source of information on purchasing used cars, that the seller work with a certified mechanic to contract for a detailed inspection which provides a perspective on the shape of the vehicle so that a buyer knows what they are getting and can negotiate for an equitable price. A simple second internet search yielded the following articles (and hundreds more) from the leading experts on purchasing used cars. THEY ALL STATE, OBTAIN A VEHICLE INSPECTION FROM A CERTIFIED MECHANIC! 1. *** 2. *** 3. *** 4. *** 5. *** 6. *** 7. *** 8. *** 9. *** 10. *** 11. *** Mr*** is correct in that the conclusion of the situation is unchanged: His service department charged me for an inspection that they failed to complete, or failed to accurately disclose the findings of said inspection. I misplaced my trust in the GM Certified Service badge that his dealership wears and because his service department falsely stated that there were “no outstanding issues other than the brakes”, and that the truck “looks good”, I trusted their statement and accepted that the vehicle was in a good condition, but it was not! I was not able to appropriately negotiate an equitable price for the condition of the vehicle. I am now left with outstanding repairs (repairs which existed prior to his service department’s inspection) which will cost me at least $6,000. Before I elevate our discussion again, I am asking Mr*** to accept responsibility for the failure of his service department by helping me cover a portion of the cost of repairs. Repairs which his department failed to identify as I had contracted them to do Thank you for your time and consideration. I look forward to an equitable and just resolution, consistent with the ethical and business values of General Motors and Chevrolet Very Respectfully, *** ** *** ***, USMC

Dear Mr. [redacted]:I am sorry for hown ow you feel about our organization, our employees, and myself regarding your service experience with us.  Although we are not perfect, we work extremely hard each day to take great care our customers and after 33 years of business there is one thing we have...

learned and that is to not lie to customers.  So, when we are accused of lying to someone when that is not the case, it is very disturbing for us as business and myself as a business owner.  As the owner, although I obviously was not directly involved in this transaction, there are several things that are key to this entire ordeal and after my research those conclusions have not changed.  For instance, you are obviously dissatisfied with this experience, so I personally counseled with our service manager and made the decision to not charge you for the inspection, yet you continue to state that you were charged which is an incorrect statement on your part.  Next, it is our company policy to not take credit card payments over the phone to both protect customers as well as ourselves as a business.  Now, every policy has an exception and I will not say that we absolutely never take a credit card payment over the phone, but when that is done I personally make that determination.  An exception might be in the case of an emergency for well-established customer or fleet company that does a lot of business with us, so we know them and they know us, we might make an exception to the policy.  Again, I make that decision and my employees know it, so your service representative would have not made that decision on his because he has worked here for many years and knows the policy inside and out.  In fact, he knows because there are times over years when an exception was granted and he came to me personally to make that decision since he does not have the authority to do so. In addition, the only reason we knew the truck's owner was because our data management system knew the vehicle identification number when the repair order was written, so that had nothing to do with the quality, or lack thereof as you state, of the inspection that was performed.  From my research, I understand that you asked the question to one of my employees if the truck was sound enough to make it back home to Virginia.  In that case, knowing the truck, it's owner, and the service history of the truck, it was determined that we were confident in it's ability to make that long of trip.  Although that is just an educated guess because anything can happen, the truck made it to Virginia, so even though it is approximately an eight year old truck in excess of 220,000 miles, the truck must be sound to make that kind of trip.  This brings me to my next point regarding this truck.  I know you found my statements disturbing, but they were the truth and the truth has not changed, nor will it change.  Your purchased an approximately 8 year old truck with over 220,000 miles as-is with no warranty online that you have never personally seen or drove from someone you have never seen or met and when you do that it is a big risk.  I am certainly qualified to make that statement because as I told you, I consummated an identical transaction a couple of years ago when I purchased an older, high mileage truck such as this.  I personally flew out of state to go see it before I bought it and although I had a lot of money invested in that trip, I was willing to go home empty-handed because I knew the risk.  After what I have had to spend on this truck, do I wish I had negiotated a better purchase price, of course, but that can happen when you purchase a vehicle like this.  As that was my responsibility in my case, it is your responsibility in this case the check the vehicle thoroughly as possible, but still realizing there is significant risk with this kind of purchase.  The fact you might be experiencing buyer’s remorse in your purchase is simply not our responsibility and I’m sorry that may not be what you want to hear, but it is simply fact.  I have not “shirked” any responsibility as you state and in fact I met it head on and waived any and all charges due you since you were not satisfied which is where my responsibility.  You didn’t even purchase the vehicle from us and yet you want to hold us responsibility for your risky online third party purchase you made?  That’s just not right and like I told you before I am appalled with this entire situation altogether.  You also fail to mention that the previous owner also did pay for some other repairs before you completed the purchase, so there obviously were more things wrong with the truck than just rear brakes as you state.  Bottom line is as I stated to you before, when you purchase a truck that is approximately 8 years old and has in excess of 220,000 miles, there has to be some expectation that vehicle will not be in like-new condition and may possibly need some repairs down the road.  Our conclusion with this situation is simple and unchanged, we waived any and all charges due you for your dissatisfaction, but have absolutely have nothing to do with your vehicle purchase from an outside third party.  Again, I’m sorry that this is not what you want to hear, but it is the truth and for what it may be worth to you, I actually know how you feel because I went through the exact situation myself.  I do, however, wish you the best and I hope the truck gives you many years of great service.  Have a blessed day.

Good evening [redacted]:I want to give you the entire email conversation which will act as a timeline of events that have occurred and you can see how the conversation went as we went along. This will also let you see exactly when and how I responded to her. You'll need to start at...

the bottom and work your way up to see the timeline of communications in the order by date and time and I included Mrs. [redacted]'s initial email time stamp for reference. Ms. [redacted] makes it sound as though I did not respond to her timely which is incorrect. You can clearly see my responses so you can know exactly how her issue was attended to. Although the issue has not be resolved to her satisfaction due to the mail system, we have given her all of her money back which we felt was the right thing to do since we made the mistake and couldn't undue the mistake. We are human and make mistakes and we tried to rectify her mistake as best we could. Although this doesn't ultimately fix her husband's vehicle any earlier until the part arrives, she will still get the part even though she was refunded all of her money. We simply do not ship out of the country normally and really had no idea what we were getting into by doing this and it definitely served as a learning experience for us. One thing is for sure, she was never treated badly by anyone at our dealership and in fact we empathize with her over the situation and my parts manager still feels terrible about it. I live out of town and only come down occasionally to work in the office and when he knew I was in the office yesterday, he came to me first thing and personally apologized for everything that occurred with Mrs. [redacted]'s situation. My plan was to immediately go to him as soon as I walked into my office door, but he beat me to it and came to me immediately. I hope that after you review all of this you can see we really tried to resolve her situation. I really appreciate your time and effort as we really take our rating with the Revdex.com seriously and we appreciate the relationship we have had with the B.B.B. all these years. Thank you very much!Kindest regards: [redacted] Below you will see the entire timeline of communication between Mrs. [redacted] and myself. Good morning Ms. [redacted]:I hope to try to clear some confusion with you this morning over this issue with your parts. First of all, I have not known about your situation since last Thursday. I didn’t know about your situation until Monday when I received your email and replied to you. My service manager's name is [redacted] and I also have another employee named [redacted] in the organization, so there are 3 [redacted]'s which sometimes creates this confusion. I do not live in the area, so your email was the first that I heard of your situation. As promised, after I answered you, I sent an information request to [redacted], our parts manager, to look into the situation and get back with me because I am sensitive to your situation. Unfortunately, [redacted] was out sick on Monday with the crud and flu that has been going around all over the place with these crazy weather changes. He called me personally yesterday to explain everything to me, but I was out of pocket and did not have access to my email and then I did not get home until really late last night from being out of town. One thing is for sure, if we mess up we fess up and [redacted] absolutely 100% admitted he blew it no doubt about it! Recently we have had our parts programming updated which has created some procedural changes and I'm sure if you are like myself, when you’ve been doing the same thing procedurally for years and then your routine gets turned upside down, it becomes much more likely that a mistake can be made. Well, unfortunately this happened in this case as [redacted] literally pressed a wrong key when ordered the parts which put your order in like a "pre-order" status instead of officially ordering them. He feels really bad about this and takes 100% personal responsibility for the error.We talked yesterday about a few of your concerns that you brought up in your email to me. First of all, the reason he used [redacted] instead of [redacted] is that it is true that the shipping was definitely less expensive, but the main thing is that the time frame was going to be the same, so at that point why spend the extra money for the same results? He didn’t know all that until he actually looked into it and that is why the decision was made to go [redacted]. Also, since there are customs involved, there is no such thing as true "overnight" shipping in this case so that was the best alternative we had. He also found out through extensive research that for reasons beyond our understanding, the packages go in the mail from Portland and then go to San Antonio. From there they go to Los Angeles, California and then get shipped to Mexico City, Mexico. Finally, they get shipped to your destination which is in Monterrey I believe. As you can see, this process takes days and since we don’t normally ship out of the US this was kind of foreign to us as well. Again, I know this does nothing to solve your issue and I understand that, but I feel it's in the best interest of both of us for me to explain that to you. We want those parts to get to you asap and have no intentional intention to hold you and your husband up with this. [redacted] simply made a mistake, which through everything behind into chaos for you and us as we didn’t do our job to take care of you and your husband as intended. In addition, the reason we were then trying to buy the parts out for you was we were trying to find a dealer that had them so we could try to get them to you sooner and try to make up for our mistake.With all of this in mind, things brings us to the next alternative and that is try to make things right by you within what we could control. At that point, we cannot control the length of time the parts would take to arrive in Mexico, so the only thing to do is offer what we can offer. This is why [redacted] offered to give you a $225 credit towards the parts and yes that comes out of his, mine, and the dealership's pocket. At this point it's not about the money, it's about trying to make things right for you and mistakes hurt and cost money so we were prepared to take that loss. Well, when that didn’t satisfy you and believe me I don't blame you, the next alternative is to just give you your money back, so this is what we did for you. Again, I know this doesn’t get the part to you any sooner, but at that point there is really nothing else that we can do. I know that doesn’t help anyone feel better or resolve this issue entirely, but it is the truth.In conclusion, I can't apologize enough for what we put you and your husband through and believe me I wish we could undo our mistake, but that's just not possible. All we can do is try to make things right by giving you your money back and learning from our mistake to try to get better. We have a culture of "continuous improvement" in our organization and why you might ask? The reason is because we are human and we can and do sometimes make mistakes unfortunately. I am truly sorry that you now feel this way about our organization as we have left a bad taste in your mouth and to be candid with you I can't blame you. I can only ask for your forgiveness at this point and I candidly ask for another opportunity to redeem ourselves to you in the near future. We never intend to make any customer feel unimportant and again I apologize that we made you feel this way as customers are our "lifeblood" and every customer is important. I can truly understand your hurt and frustration with this as it really bothers me that we made you feel this way. Rest assured, me must get better and we will get better from this. We understand the urgency of this entire situation, which makes me feel even worse as you were depending on us and we let you down. Also, as a reminder, even though we got your money back, the part has already been shipped and there is nothing we can do to reverse it so the part is yours no matter what you or your husband decide to do with it. I am copying [redacted] on this email, so if he hasn’t done so already I am asking him to run a tracking report on the part to see if he can get an update. Again, with customs you never know but maybe he can get some sort of ETA for you at this point. I also am requesting that he touches base back with me, so I can be kept in the loop. Thank you again for everything and may God bless you and your family.Sincerely:[redacted]President/OwnerAl Willeford Chevrolet, Inc.Portland, Texas[redacted]-----Original Message-----From: [redacted] [mailto:[redacted]] Sent: Wednesday, February 14, 2018 10:09 AMTo: [redacted]Subject: Re: Parts order, upset customerGood morning Mr. [redacted],I have yet to hear from you or anyone at the dealership. I know you wanted to looking into it, but I was told from the dealership that you already knew about my situation since Thursday...I’m guessing my order has been forgotten. Well let me update you. The part has still not made it to its destination my guess is that it is probably lost, because it has not left Mexico City since the 8th. Even though you guys have the tracking number great customer service would still call the customer and check to see if everything is ok or if I need anything. Thank you for reassuring to me why I don’t ever want to do business with you. I will be ordering a new part from another dealership and spending more money on my end to make sure my husband gets the part. Thank you, [redacted] > On Feb 12, 2018, at 7:40 PM, [redacted] <[redacted]> wrote:> > Good evening Ms. [redacted]:> > I'm at a loss of words over this and I know that this will not make things better, but I am personally sorry that this has happened to you. I will forward this to [redacted], my parts manager and he will follow up with me and I/we will be back in touch with you. We value your business and I understand your frustration as I would be upset too. We have been in business for over 30 years and pride ourselves with our customer service and even though we are human and make mistakes we work hard to fix and learn from those mistakes. Bottom-line is that I care about your business and your situation and if we blew it we will make it right by you in any way that we can. I just need to do some research on my end to get a little more familiar with the situation. Thank you for your patience and understanding as it is greatly appreciated.> > Sincerely:> > > [redacted]> President/Owner> Al Willeford Chevrolet, Inc.> Portland, Texas> [redacted]> > > -----Original Message-----> From: [redacted] [mailto:[redacted]] > Sent: Monday, February 12, 2018 9:15 AM> To: [redacted]> Cc: [redacted]> Subject: Parts order, upset customer> > Good Morning Mr. [redacted],