[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]
As [redacted] of the company, I was very concerned after reading Ms [redacted] comments and promptly began a thorough investigationI have completed that investigation and my findings follow I would also be happy to assist Ms [redacted] personally, if she would like Burns [redacted] to find alternative vehicles for her to considerBased on Ms [redacted] alarming comments regarding "deceptive and malicious sales practices" and the fact that she lives in Northern [redacted] I first assumed that she had made a good faith deposit on the vehicle in question and somehow the dealership sold and delivered it to someone else prior to her coming to New Jersey to take deliveryAlthough I was disappointed in the course of events that resulted in the sale of the vehicle to another customer (for the same selling price offered to Ms [redacted] ), from a compliance standpoint I was relieved to find that Ms [redacted] never made a deposit and in fact never completed any purchase documents of any kind Our records show that prior to 5/13, a request was made for Ms [redacted] to fax or scan/e-mail a copy of her driver's license (so that the appropriate [redacted] sales tax could be calculated and included in a final selling price) and her current insurance card (so that the required insurance verification could be performed) Ms [redacted] never sent those documents.While I do believe that Ms [redacted] was sincere in her intention to purchase the vehicle, the phone and interaction with the Sales Associate did not result in a final selling price (including tax and [redacted] state fees) With no purchase paperwork or deposit in hand, the vehicle was not legally "sold" and continued to be advertised on the internet Another customer came to the dealership on Saturday 5/and asked another salesperson if there was a deposit on the [redacted] that Ms [redacted] was working a deal on The salesperson (unaware of the interaction with Ms [redacted] ) answered truthfully, that "there was no deposit on the vehicle and that it was for sale" That customer purchased the subject vehicle, paid for it in full and took delivery.Looking at the circumstances with the benefit of 20-hindsight, I would have much preferred that the original salesperson received the drivers license and insurance card from Ms [redacted] as requested, finalized the selling price, prepared purchase documents and taken a credit card deposit (all steps that are customary for a "long distance" purchase of a vehicle) Unfortunately, those steps did not occur and we were obliged to truthfully acknowledge to the second customer that there was no deposit taken on the subject vehicle.Clearly, Ms [redacted] comments of "deceptive and malicious sales practices" are not supported by the facts I understand and sympathize with Ms [redacted] disappointment in not acquiring the vehicle and can commit to work with her to find a replacement vehicle that is acceptable to her If she would prefer not to take me up on that offer, Burns [redacted] will send her a gift card in the amount of $as a gesture of goodwill for her disappointment.Sincerely, [redacted] Burns [redacted]
TO: [redacted] FROM: Peter L [redacted] , President Burns Buick GMC First, I would like to apologize for the inconvenience associated with the replacement of your tires I have instructed the Sales Manager to have a check cut to reimburse you in full for your purchase of replacement tires.If you have any questions, please let me know.Sincerely,Peter
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meMuch appreciated :)
Regards,
*** ***
I have reviewed Ms***'s e-mail dated 5/26/where she "rejected my response" At this point, if Ms*** finds an acceptable vehicle on the Burns *** website she may contact me directly to assist her in the purchase of same Otherwise, we wish her well in her shopping for a vehicle.Sincerely,*** ***
***Burns ***
I have reviewed *** ***s statement with the senior management team of the dealership To say that we are completely appalled, in fact shocked and horrified by what occurred, would be an understatementSuperior treatment of our guests and customers is the hallmark of the Burns
dealerships, but that commitment obviously failed for Mrand *** *** *** ***, our Assistant General Manager, put a call out to *** *** on 3/30/at 1:PM and left a message *** was able to talk to *** *** on 3/31/at approximately 4:PM for 15-minutes, and was able to get an excellent understanding of the inappropriate performance of the staff during the ***'s visit on 3/28/15.This incident was reviewed with the manager that caused the problems for the ***'s, *** ***, and is now in his permanent personnel fileSince this was the first time we have ever had a complaint of this nature about *** (pr anyone else for that matter) we did not proceed to a suspension or termination, although we made it clear that any future incident of this type of behavior could lead to progressive disciplinary action up to and including termination.*** *** is also trying to follow up with *** *** to determine if there is anything our company can do to make it up to the *** family I'm hopeful that *** *** can discuss the matter with *** once more in order to bring it to closure If it's not possible for *** to assist *** *** with her vehicle shopping, we would at least like to send a gift card to the *** family to have a nice dinner "on us".We will make sure *** makes that offer to *** *** during their next conversation as well as making it here in this written response.On behalf of the entire organization, I hope *** *** will accept our sincere apology.*** ***PresidentBurns HyundaiBurns Buick-GMC
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Good morning,The General Manager of the dealership contacted Mr. [redacted]. Although the pre-paid maintenance plan purchased by Mr. [redacted] only provided for the completion of oil changes, since Mr. [redacted] did not have that understanding we agreed to reimburse him for the additional cost of his...
cabin air filter and engine air filter. Mr. [redacted] has moved to Florida and will have the work done at a Hyundai dealership convenient to him and send us the bill for reimbursement.This resolution was acceptable to Mr. [redacted].Sincerely,Peter La[redacted]President
TO: [redacted] FROM: Peter L[redacted], President Burns Buick GMC First, I would like to apologize for the inconvenience associated with the replacement of your tires. I have instructed the Sales...
Manager to have a check cut to reimburse you in full for your purchase of replacement tires.If you have any questions, please let me know.Sincerely,Peter
Complaint: [redacted]
I am rejecting this response and have attached the letter with attachments sent to [redacted] at the Revdex.com. I attempted to add the three attachments here also, should they not open through the letter; however, I could only add three of the 4 attachments. The last attachment is available should it be necessary. Thank you.Best regards,[redacted]
We have completed the investigation of Mr. [redacted] complaint regarding not being offered a "monthly payment plan" for his vehicle repair. The reason that our response was not made sooner is because the original e-mail was not delivered to me because it was judged to be "spam" by our e-mail...
host. It seems that the conflict has been resolved to the customer's satisfaction. Here is my understanding; I would be happy to discuss further with the customer if he so desires:-The customer talked with the Service Manager on Friday 1/23/15 and inquired about a "monthly payment plan" for the repair on his 2011 Hyundai [redacted] It is Mr. [redacted] understanding that he had been told that there was in fact a monthly payment plan for his repair. When the Service Manager advised Mr. [redacted] that there were no payment plan provisions available, Mr. [redacted] indicated that he was upset because he had previously been told that there was a payment plan available. Mr. [redacted] indicated that he would talk to the General Manager about this issue.-On Saturday 1/24/15, Mr. [redacted] called and talked to the General Manager ([redacted]. [redacted] explained that we do not have, and have never had, a "payment plan" for a repair like this, but that he would review the details of the repair in order to see if there was any way to discount the repair so that Mr. [redacted] could make payment in full.-On Monday 1/26/15, [redacted] offered the customer a $383.00 discount on the repair so that Mr. [redacted] could make the payment in full. Mr. [redacted] seemed satisfied with that and indicated he would have the full amount available on Friday 1/30/15 and would pick up the car then.-Mr. [redacted] picked up the car and paid in full on Thursday 1/29/15.It seems from the timeline, that the issue was resolved on 1/26/15 with a discussion between Mr. [redacted] and [redacted] (which is after the consumer filed the complaint with the Revdex.com).If this is not the case, I would be happy to discuss further.Sincerely,[redacted]PresidentBurns Buick-GMC-Hyundai
I have had the opportunity to talk with Mr. [redacted] on several occasions. His account of what occurred is accurate, and the handling of his purchase and follow up by a new employee here was totally unacceptable.In order to resolve the issue to Mr. [redacted]'s satisfaction, I have agreed...
to:1) Provide all of the warranty documents that he was promised at the time of sale. Additionally, I secured in writing (from the supplier of the engine of the Jeep) confirmation that the warranty on the engine is transferable to Mr. [redacted]. These documents are also attached, here, for your convenience. The originals are being mailed to Mr. [redacted].2) Refund the [redacted] repair performed at [redacted] in the amount of $949.83 less the $200.00 deductible provision in Mr. [redacted]'s Q-Certified Power Train Limited Warranty. The reimbursement of the repair and the deductible was discussed with Mr. [redacted].3) Refund the oil pan gasket replacement performed at [redacted] for the full amount of $377.92. I have explained to Mr. [redacted] that this repair is not covered by his warranty, but in the interest of customer satisfaction we will refund the full amount.4) In lieu of providing a set of wheel locks that were promised, Mr. [redacted] agreed to us providing him $50.00 so that he could select the set of his choice.This should address and resolve each one of Mr. [redacted]'s concerns. A check in the amount of $1,177.75 is being sent to Mr. [redacted] for the items detailed, above.Sincerely,[redacted]Burns Buick-GMCBurns Hyundai
As [redacted] of the company, I was very concerned after reading Ms. [redacted] comments and promptly began a thorough investigation. I have completed that investigation and my findings follow. I would also be happy to assist Ms. [redacted] personally, if she would like Burns...
[redacted] to find alternative vehicles for her to consider. Based on Ms. [redacted] alarming comments regarding "deceptive and malicious sales practices" and the fact that she lives in Northern [redacted] I first assumed that she had made a good faith deposit on the vehicle in question and somehow the dealership sold and delivered it to someone else prior to her coming to New Jersey to take delivery. Although I was disappointed in the course of events that resulted in the sale of the vehicle to another customer (for the same selling price offered to Ms. [redacted]), from a compliance standpoint I was relieved to find that Ms. [redacted] never made a deposit and in fact never completed any purchase documents of any kind. Our records show that prior to 5/13, a request was made for Ms. [redacted] to fax or scan/e-mail a copy of her driver's license (so that the appropriate [redacted] sales tax could be calculated and included in a final selling price) and her current insurance card (so that the required insurance verification could be performed). Ms. [redacted] never sent those documents.While I do believe that Ms. [redacted] was sincere in her intention to purchase the vehicle, the phone and interaction with the Sales Associate did not result in a final selling price (including tax and [redacted] state fees). With no purchase paperwork or deposit in hand, the vehicle was not legally "sold" and continued to be advertised on the internet. Another customer came to the dealership on Saturday 5/13 and asked another salesperson if there was a deposit on the [redacted] that Ms. [redacted] was working a deal on. The salesperson (unaware of the interaction with Ms. [redacted]) answered truthfully, that "there was no deposit on the vehicle and that it was for sale". That customer purchased the subject vehicle, paid for it in full and took delivery.Looking at the circumstances with the benefit of 20-20 hindsight, I would have much preferred that the original salesperson received the drivers license and insurance card from Ms. [redacted] as requested, finalized the selling price, prepared purchase documents and taken a credit card deposit (all steps that are customary for a "long distance" purchase of a vehicle). Unfortunately, those steps did not occur and we were obliged to truthfully acknowledge to the second customer that there was no deposit taken on the subject vehicle.Clearly, Ms. [redacted] comments of "deceptive and malicious sales practices" are not supported by the facts. I understand and sympathize with Ms. [redacted] disappointment in not acquiring the vehicle and can commit to work with her to find a replacement vehicle that is acceptable to her. If she would prefer not to take me up on that offer, Burns [redacted] will send her a gift card in the amount of $100.00 as a gesture of goodwill for her disappointment.Sincerely,[redacted]Burns [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]
As [redacted] of the company, I was very concerned after reading Ms [redacted] comments and promptly began a thorough investigationI have completed that investigation and my findings follow I would also be happy to assist Ms [redacted] personally, if she would like Burns [redacted] to find alternative vehicles for her to considerBased on Ms [redacted] alarming comments regarding "deceptive and malicious sales practices" and the fact that she lives in Northern [redacted] I first assumed that she had made a good faith deposit on the vehicle in question and somehow the dealership sold and delivered it to someone else prior to her coming to New Jersey to take deliveryAlthough I was disappointed in the course of events that resulted in the sale of the vehicle to another customer (for the same selling price offered to Ms [redacted] ), from a compliance standpoint I was relieved to find that Ms [redacted] never made a deposit and in fact never completed any purchase documents of any kind Our records show that prior to 5/13, a request was made for Ms [redacted] to fax or scan/e-mail a copy of her driver's license (so that the appropriate [redacted] sales tax could be calculated and included in a final selling price) and her current insurance card (so that the required insurance verification could be performed) Ms [redacted] never sent those documents.While I do believe that Ms [redacted] was sincere in her intention to purchase the vehicle, the phone and interaction with the Sales Associate did not result in a final selling price (including tax and [redacted] state fees) With no purchase paperwork or deposit in hand, the vehicle was not legally "sold" and continued to be advertised on the internet Another customer came to the dealership on Saturday 5/and asked another salesperson if there was a deposit on the [redacted] that Ms [redacted] was working a deal on The salesperson (unaware of the interaction with Ms [redacted] ) answered truthfully, that "there was no deposit on the vehicle and that it was for sale" That customer purchased the subject vehicle, paid for it in full and took delivery.Looking at the circumstances with the benefit of 20-hindsight, I would have much preferred that the original salesperson received the drivers license and insurance card from Ms [redacted] as requested, finalized the selling price, prepared purchase documents and taken a credit card deposit (all steps that are customary for a "long distance" purchase of a vehicle) Unfortunately, those steps did not occur and we were obliged to truthfully acknowledge to the second customer that there was no deposit taken on the subject vehicle.Clearly, Ms [redacted] comments of "deceptive and malicious sales practices" are not supported by the facts I understand and sympathize with Ms [redacted] disappointment in not acquiring the vehicle and can commit to work with her to find a replacement vehicle that is acceptable to her If she would prefer not to take me up on that offer, Burns [redacted] will send her a gift card in the amount of $as a gesture of goodwill for her disappointment.Sincerely, [redacted] Burns [redacted]
TO: [redacted] FROM: Peter L [redacted] , President Burns Buick GMC First, I would like to apologize for the inconvenience associated with the replacement of your tires I have instructed the Sales Manager to have a check cut to reimburse you in full for your purchase of replacement tires.If you have any questions, please let me know.Sincerely,Peter
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meMuch appreciated :)
Regards,
*** ***
I have reviewed Ms***'s e-mail dated 5/26/where she "rejected my response" At this point, if Ms*** finds an acceptable vehicle on the Burns *** website she may contact me directly to assist her in the purchase of same Otherwise, we wish her well in her shopping for a vehicle.Sincerely,*** ***
***Burns ***
I have reviewed *** ***s statement with the senior management team of the dealership To say that we are completely appalled, in fact shocked and horrified by what occurred, would be an understatementSuperior treatment of our guests and customers is the hallmark of the Burns
dealerships, but that commitment obviously failed for Mrand *** *** *** ***, our Assistant General Manager, put a call out to *** *** on 3/30/at 1:PM and left a message *** was able to talk to *** *** on 3/31/at approximately 4:PM for 15-minutes, and was able to get an excellent understanding of the inappropriate performance of the staff during the ***'s visit on 3/28/15.This incident was reviewed with the manager that caused the problems for the ***'s, *** ***, and is now in his permanent personnel fileSince this was the first time we have ever had a complaint of this nature about *** (pr anyone else for that matter) we did not proceed to a suspension or termination, although we made it clear that any future incident of this type of behavior could lead to progressive disciplinary action up to and including termination.*** *** is also trying to follow up with *** *** to determine if there is anything our company can do to make it up to the *** family I'm hopeful that *** *** can discuss the matter with *** once more in order to bring it to closure If it's not possible for *** to assist *** *** with her vehicle shopping, we would at least like to send a gift card to the *** family to have a nice dinner "on us".We will make sure *** makes that offer to *** *** during their next conversation as well as making it here in this written response.On behalf of the entire organization, I hope *** *** will accept our sincere apology.*** ***PresidentBurns HyundaiBurns Buick-GMC
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Good morning,The General Manager of the dealership contacted Mr. [redacted]. Although the pre-paid maintenance plan purchased by Mr. [redacted] only provided for the completion of oil changes, since Mr. [redacted] did not have that understanding we agreed to reimburse him for the additional cost of his...
cabin air filter and engine air filter. Mr. [redacted] has moved to Florida and will have the work done at a Hyundai dealership convenient to him and send us the bill for reimbursement.This resolution was acceptable to Mr. [redacted].Sincerely,Peter La[redacted]President
TO: [redacted] FROM: Peter L[redacted], President Burns Buick GMC First, I would like to apologize for the inconvenience associated with the replacement of your tires. I have instructed the Sales...
Manager to have a check cut to reimburse you in full for your purchase of replacement tires.If you have any questions, please let me know.Sincerely,Peter
Complaint: [redacted]
I am rejecting this response and have attached the letter with attachments sent to [redacted] at the Revdex.com. I attempted to add the three attachments here also, should they not open through the letter; however, I could only add three of the 4 attachments. The last attachment is available should it be necessary. Thank you.Best regards,[redacted]
We have completed the investigation of Mr. [redacted] complaint regarding not being offered a "monthly payment plan" for his vehicle repair. The reason that our response was not made sooner is because the original e-mail was not delivered to me because it was judged to be "spam" by our e-mail...
host. It seems that the conflict has been resolved to the customer's satisfaction. Here is my understanding; I would be happy to discuss further with the customer if he so desires:-The customer talked with the Service Manager on Friday 1/23/15 and inquired about a "monthly payment plan" for the repair on his 2011 Hyundai [redacted] It is Mr. [redacted] understanding that he had been told that there was in fact a monthly payment plan for his repair. When the Service Manager advised Mr. [redacted] that there were no payment plan provisions available, Mr. [redacted] indicated that he was upset because he had previously been told that there was a payment plan available. Mr. [redacted] indicated that he would talk to the General Manager about this issue.-On Saturday 1/24/15, Mr. [redacted] called and talked to the General Manager ([redacted]. [redacted] explained that we do not have, and have never had, a "payment plan" for a repair like this, but that he would review the details of the repair in order to see if there was any way to discount the repair so that Mr. [redacted] could make payment in full.-On Monday 1/26/15, [redacted] offered the customer a $383.00 discount on the repair so that Mr. [redacted] could make the payment in full. Mr. [redacted] seemed satisfied with that and indicated he would have the full amount available on Friday 1/30/15 and would pick up the car then.-Mr. [redacted] picked up the car and paid in full on Thursday 1/29/15.It seems from the timeline, that the issue was resolved on 1/26/15 with a discussion between Mr. [redacted] and [redacted] (which is after the consumer filed the complaint with the Revdex.com).If this is not the case, I would be happy to discuss further.Sincerely,[redacted]PresidentBurns Buick-GMC-Hyundai
I have had the opportunity to talk with Mr. [redacted] on several occasions. His account of what occurred is accurate, and the handling of his purchase and follow up by a new employee here was totally unacceptable.In order to resolve the issue to Mr. [redacted]'s satisfaction, I have agreed...
to:1) Provide all of the warranty documents that he was promised at the time of sale. Additionally, I secured in writing (from the supplier of the engine of the Jeep) confirmation that the warranty on the engine is transferable to Mr. [redacted]. These documents are also attached, here, for your convenience. The originals are being mailed to Mr. [redacted].2) Refund the [redacted] repair performed at [redacted] in the amount of $949.83 less the $200.00 deductible provision in Mr. [redacted]'s Q-Certified Power Train Limited Warranty. The reimbursement of the repair and the deductible was discussed with Mr. [redacted].3) Refund the oil pan gasket replacement performed at [redacted] for the full amount of $377.92. I have explained to Mr. [redacted] that this repair is not covered by his warranty, but in the interest of customer satisfaction we will refund the full amount.4) In lieu of providing a set of wheel locks that were promised, Mr. [redacted] agreed to us providing him $50.00 so that he could select the set of his choice.This should address and resolve each one of Mr. [redacted]'s concerns. A check in the amount of $1,177.75 is being sent to Mr. [redacted] for the items detailed, above.Sincerely,[redacted]Burns Buick-GMCBurns Hyundai
As [redacted] of the company, I was very concerned after reading Ms. [redacted] comments and promptly began a thorough investigation. I have completed that investigation and my findings follow. I would also be happy to assist Ms. [redacted] personally, if she would like Burns...
[redacted] to find alternative vehicles for her to consider. Based on Ms. [redacted] alarming comments regarding "deceptive and malicious sales practices" and the fact that she lives in Northern [redacted] I first assumed that she had made a good faith deposit on the vehicle in question and somehow the dealership sold and delivered it to someone else prior to her coming to New Jersey to take delivery. Although I was disappointed in the course of events that resulted in the sale of the vehicle to another customer (for the same selling price offered to Ms. [redacted]), from a compliance standpoint I was relieved to find that Ms. [redacted] never made a deposit and in fact never completed any purchase documents of any kind. Our records show that prior to 5/13, a request was made for Ms. [redacted] to fax or scan/e-mail a copy of her driver's license (so that the appropriate [redacted] sales tax could be calculated and included in a final selling price) and her current insurance card (so that the required insurance verification could be performed). Ms. [redacted] never sent those documents.While I do believe that Ms. [redacted] was sincere in her intention to purchase the vehicle, the phone and interaction with the Sales Associate did not result in a final selling price (including tax and [redacted] state fees). With no purchase paperwork or deposit in hand, the vehicle was not legally "sold" and continued to be advertised on the internet. Another customer came to the dealership on Saturday 5/13 and asked another salesperson if there was a deposit on the [redacted] that Ms. [redacted] was working a deal on. The salesperson (unaware of the interaction with Ms. [redacted]) answered truthfully, that "there was no deposit on the vehicle and that it was for sale". That customer purchased the subject vehicle, paid for it in full and took delivery.Looking at the circumstances with the benefit of 20-20 hindsight, I would have much preferred that the original salesperson received the drivers license and insurance card from Ms. [redacted] as requested, finalized the selling price, prepared purchase documents and taken a credit card deposit (all steps that are customary for a "long distance" purchase of a vehicle). Unfortunately, those steps did not occur and we were obliged to truthfully acknowledge to the second customer that there was no deposit taken on the subject vehicle.Clearly, Ms. [redacted] comments of "deceptive and malicious sales practices" are not supported by the facts. I understand and sympathize with Ms. [redacted] disappointment in not acquiring the vehicle and can commit to work with her to find a replacement vehicle that is acceptable to her. If she would prefer not to take me up on that offer, Burns [redacted] will send her a gift card in the amount of $100.00 as a gesture of goodwill for her disappointment.Sincerely,[redacted]Burns [redacted]