Initial Business Response /* (1000, 10, 2015/10/27) */
Good afternoon,
Sorry for the late reply, the individual who generally handles these claims has been out ill.
We have looked into this claim and the details for the customer account of [redacted].
Vehicle price ...
$20,610.00 (included with- Customer add-ons; Theft Deterrent, Gap Protection and Extended Service Contract)
Taxes $1,814.72 (Sales, Government/Reg fees and Doc/EVR charge)
Trade in $-7,353.26 (Customer was negative $7,353.26 on the vehicle she traded in, Rock Honda covered $353.26 of that amount)
Down Payment $1,500.00
Balance remaining $27,924.72 (Signed amount by the customer)
As for the claims the Ms. [redacted] is making in regards to the interest rate she received, that rate is determined by their credit score.
When a customer purchases a car with a high interest rate, our team does advise the customer, after a period of time of making their payments on time. To come back and seek, if there are now eligible to refinance their loan and get a lower interest rate. We are looking out for the customers best interest.
Resolution: We are not looking to disappoint or frustrate this customer but there in nothing we can do for the negative amount of her Trade-in vehicle. This is explained in full detail during the time of signing.
Please let me know if you need any further information in this Claim.
Warm regards,
[redacted]
Final Consumer Response /* (2000, 6, 2016/07/13) */
Please close the case, as the representative Avon called me yesterday in regards to picking up the check. I will be picking up the check today July 12 at 3 PM. But if anything else can be compensated that would be great
Initial Business Response /* (1000, 5, 2015/06/02) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rockhonda.com
We definitely apologize for any inconvenience or confusion. Advise the guest we will replace the windshield for them. Please Give [redacted]...
or [redacted] a call at XXX-XXX-XXXX to schedule an appointment.
Unfortunately we were unable to obtain financing for the client, we went over the options that would have been available to the guest at the time. Our apologies if anything sounded like anything other than that. The law requires we review all options available to the guest.
Initial Business Response /* (1000, 9, 2015/05/18) */
We refunded the total amount which was actually $450, the check was mailed out on Friday 5/15.
Initial Consumer Rebuttal /* (2000, 11, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally...
Initial Business Response /* (1000, 17, 2016/05/05) */
Case number#89072613 [redacted]
When the vehicle was purchased, there was a manufacturers warranty remaining on the vehicle. She bought the car with 32,995 miles, the manufacturers warranty would have expired at 3 years or 36,000 miles...
whichever comes first. However, Ford offers a 5 year 60,000 mile powertrain warranty that would include the transmission. Under no circumstances would Rock Honda knowingly sell a vehicle that needed a transmission. In addition, we would never tell someone they do not need a warranty, the bank would not finance the warranty is what the case was, the customer was advised to contact Warranty Solutions and purchase the warranty directly from them. We will not be refunding a down payment or any payments made on the vehicle.
Initial Business Response /* (1000, 10, 2015/07/06) */
We would like to try and help [redacted] the best we can to her satisfaction. If she would like to come down and further discuss in person, we can do that for her. We can pull the paperwork for the original lease and review. Based off her...
complaint it looks like she understands the option for purchase must be exercised, when reviewing it appears both vehicles were leased. That is why we would like her to come in to fully understand and discuss.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already been there twice to speak to them to which their reply was there is nothing we can do about it. All u can do is turn in the car and pay $11,000.00 in mile penalties. What further action can be done?
Initial Business Response /* (1000, 8, 2016/07/11) */
We offer our apologies to Ms. [redacted] for any misunderstandings. Maintenance is not included with the purchase of a new / pre-owned or certified vehicle. It is an available option for purchase in addition to the amount of the vehicle. ...
Unfortunately, the lender would not allow the purchase of any additional accessories or insurance policies. The service Ms. [redacted] had completed was a minor service which incudes a synthetic oil and filter change, brake inspection, tire rotation. We are willing to either refund her the $82 or take care of her next service.
Initial Consumer Rebuttal /* (2000, 10, 2016/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I want is a refund. As for my maintenance I will take my business else where. Check is to be maid payable to [redacted] and mailed to XXXXX [redacted] Ave. [redacted] CA XXXXX
Once again, our apologies that the information we are required by the state of California to disclose to the customer was perceived that way.
Initial Business Response /* (1000, 10, 2015/10/27) */
Good afternoon,
Sorry for the late reply, the individual who generally handles these claims has been out ill.
We have looked into this claim and the details for the customer account of [redacted].
Vehicle price ...
$20,610.00 (included with- Customer add-ons; Theft Deterrent, Gap Protection and Extended Service Contract)
Taxes $1,814.72 (Sales, Government/Reg fees and Doc/EVR charge)
Trade in $-7,353.26 (Customer was negative $7,353.26 on the vehicle she traded in, Rock Honda covered $353.26 of that amount)
Down Payment $1,500.00
Balance remaining $27,924.72 (Signed amount by the customer)
As for the claims the Ms. [redacted] is making in regards to the interest rate she received, that rate is determined by their credit score.
When a customer purchases a car with a high interest rate, our team does advise the customer, after a period of time of making their payments on time. To come back and seek, if there are now eligible to refinance their loan and get a lower interest rate. We are looking out for the customers best interest.
Resolution: We are not looking to disappoint or frustrate this customer but there in nothing we can do for the negative amount of her Trade-in vehicle. This is explained in full detail during the time of signing.
Please let me know if you need any further information in this Claim.
Warm regards,
[redacted]
Final Consumer Response /* (2000, 6, 2016/07/13) */
Please close the case, as the representative Avon called me yesterday in regards to picking up the check. I will be picking up the check today July 12 at 3 PM. But if anything else can be compensated that would be great
Initial Business Response /* (1000, 5, 2015/06/02) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rockhonda.com
We definitely apologize for any inconvenience or confusion. Advise the guest we will replace the windshield for them. Please Give [redacted]...
or [redacted] a call at XXX-XXX-XXXX to schedule an appointment.
Unfortunately we were unable to obtain financing for the client, we went over the options that would have been available to the guest at the time. Our apologies if anything sounded like anything other than that. The law requires we review all options available to the guest.
Initial Business Response /* (1000, 9, 2015/05/18) */
We refunded the total amount which was actually $450, the check was mailed out on Friday 5/15.
Initial Consumer Rebuttal /* (2000, 11, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally...
received the refund check. Thank you.
Initial Business Response /* (1000, 17, 2016/05/05) */
Case number#89072613 [redacted]
When the vehicle was purchased, there was a manufacturers warranty remaining on the vehicle. She bought the car with 32,995 miles, the manufacturers warranty would have expired at 3 years or 36,000 miles...
whichever comes first. However, Ford offers a 5 year 60,000 mile powertrain warranty that would include the transmission. Under no circumstances would Rock Honda knowingly sell a vehicle that needed a transmission. In addition, we would never tell someone they do not need a warranty, the bank would not finance the warranty is what the case was, the customer was advised to contact Warranty Solutions and purchase the warranty directly from them. We will not be refunding a down payment or any payments made on the vehicle.
Initial Business Response /* (1000, 10, 2015/07/06) */
We would like to try and help [redacted] the best we can to her satisfaction. If she would like to come down and further discuss in person, we can do that for her. We can pull the paperwork for the original lease and review. Based off her...
complaint it looks like she understands the option for purchase must be exercised, when reviewing it appears both vehicles were leased. That is why we would like her to come in to fully understand and discuss.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already been there twice to speak to them to which their reply was there is nothing we can do about it. All u can do is turn in the car and pay $11,000.00 in mile penalties. What further action can be done?
Initial Business Response /* (1000, 8, 2016/07/11) */
We offer our apologies to Ms. [redacted] for any misunderstandings. Maintenance is not included with the purchase of a new / pre-owned or certified vehicle. It is an available option for purchase in addition to the amount of the vehicle. ...
Unfortunately, the lender would not allow the purchase of any additional accessories or insurance policies. The service Ms. [redacted] had completed was a minor service which incudes a synthetic oil and filter change, brake inspection, tire rotation. We are willing to either refund her the $82 or take care of her next service.
Initial Consumer Rebuttal /* (2000, 10, 2016/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I want is a refund. As for my maintenance I will take my business else where. Check is to be maid payable to [redacted] and mailed to XXXXX [redacted] Ave. [redacted] CA XXXXX