Broadway Motor Car, Inc.

In response to the letter sent by *** *** regarding the *** *** pick up truckWe would like to apologize for any inconvenience this may have caused youWe do take our business seriously and more importantly the safety of our customersCustomer stated her windshield wipers were having
issues intermittentlyPlease find attached copies of repairs bills in reference to this issueThe windshield wiper (motor) had been worked on before Mrs*** took delivery of her truck, the windshield wiper motor installed ultimately ended up being needed to be replaced, we had repaired this item before the customer picked up their vehicle, and it has been since repaired and the cost of the repair was covered by Broadway Motor Car IncIn response to the customer complaint regarding the vibration she was hearing intermittently, as soon as the complaint was heard by Broadway Motor Car Incwe offered immediately to pick her truck up at our cost and try to diagnosis the problemWe were unable to duplicate the same issue/scenario that that our customer was having, we did attempt multiple times, which we were advised was a vibration coming from the front of the truck at a certain speedUltimately the vehicle was brought to another mechanic that found the rear emergency brake had been sticking and was doing so intermittently, as it had not been previously used regularly This has since been repaired and the covered the cost to our customer, by Broadway Motor Car IncOur customer stated that there was a vibration and noise was coming from the front of the truck, one issue was the size of the tires and the other issue was due to the fact the emergency brake had not been used on a regular basis by the previous owner would stick slightly for approximately for about miles after being depressed so when our customer arrived and it attempted to diagnosis the issue the vehicle would not reproduce the same issueThe issue was fixed by a mechanic, it was a very inexpensive repair, and was also covered the cost to our customerWe do apologize for any inconvenience this issue may have caused you, we did not allow for our customer to incur any further financial burden due to the cost of the repairs, nor time as we did transport the vehicle back and forth to our customerWe are always willing to work with our customers if any issues may ariseThank You, Broadway Motor Car 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 me this issue was not the dealer's fault the rep for the warranty company dropped the ball don n Kelley at Broadway motors are awesome to deal with and got me a warranty that will cover my truckRegards, *** ***

I would like to sincerely apologize for the inconvenience this has caused you, I have included again copies of work orders specifically referring to the issues stated throughout this complaintIt has become evident that there were multiple people trying to resolve the issue *** was having with her truck, and this may have caused further issues with resolving this complaint as efficiently as we would have likedWe did however like to point out that we did offer the come to ***'s place of work, pick up the truck and also to drop it off to her before her the end of the work day as not to inconvenience herDespite our good intentions The windshield wiper motor had been installed before the customer had picked up the truck, the part needed to be replaced, at this point I would like to provide the work orders again which are from before the vehicle was picked upThe truck was taken to multiple shops, the issue could not be reproduced and therefore there were no work orders generated as there was no diagnosis since the shuttering that the customer had heard could not be heard again, nor could it be reproduced againA separate time when *** came to our dealership and went with the owner and they drove in the truck together, with *** in the truck neither *** or the owner could identify or replicate the issueHowever there was an issue which was later discovered, that being the emergency brake stickingThis was solved by lubricating the emergency brake, the brakes were also replaced at this time, the brakes/rotora had already been replaced in the front previous to *** picking up her new truck Again, we have covered the cost of the repair needed, and would like to apologize for the inconvenience this causedAgain, the manager that *** was dealing with does not work here anymorePlease let us know what else we may to do, at this point the vehicle has been fixed, in the form of the emergency brake needing to be lubricated, and back braked replacedWe would like to also add that we would NEVER intentionally avoid fixing an issue with a customer, again this ended up being what in the long run was a minor issue, and we would like to apologize for the way your complaint was handled and I would like to acknowledge on behalf of our company the issue was handled by multiple people, of whom no longer are under the employ of this company, and I believe this was the reason for the issueAt this time I would like to apologize on behalf of the company if *** felt at all like her complaints were not handled right.Sincerely, Broadway Motor Car Inc.Invoices Attached

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

We strive to make every customer experience a positive one, unfortunately when dealing with a third party provider we can't always control the entire process. The main cause of the delay was the classification of the vehicle in the view of the warranty company. Unfortunately this was not made...

evident to us at the time of sale, as we where told by our local warranty agent that an exception would be made regarding this particular vehicle, and a warranty would be in effect in a timely manner. This was not the case. After numerous calls and emails as well as dealing with delays on the part of the warranty company, we where finally able to come to an equitable resolution that satisfied all parties involved.We thank Mr. [redacted] for his business and look forward conducting business with him in the future.