Carpetmaster Inc

To Whom It May Concern: Mrs*** purchased a new Encore and completed the paperwork correctly; the bank funded the deal and we reported the vehicle sale to our manufacture. Several days after the vehicle was sold and everything was completed, Mrs*** returned with buyer's
remorse. Unfortunately, because everything had been completed, taking the car back from the customer was not an option. We did offer her the option to exchange it for another vehicle, but she was not interested. We attempted to work with her in any way possible to find a resolution, and at her request, we purchased the vehicle back from her for substantially more than it was worth due to it now being a pre-owned vehicleHer original vehicle that she referenced was traded in on the first deal; the appropriate paperwork was completed and Mrs*** signed. We have done everything possible in attempt to resolve her issues. The simple fact is that the store did not wrong in this case. Mrs*** agreed that us purchasing her vehicle back was a resolution that would make her happy, which we did even though we took a loss on the purchase, but chose to do in attempt to show goodwillI feel that we have gone above and beyond in attempts to satisfy this customer, but if there is something further that Mrs*** would like to discuss, she can reach me at *** ** ** *** *** *** *** *** ** ***#. Sincerely, *** *** General Manager

I contacted Mrs*** on Monday August 22nd and told her the person she spoke with on the phone at the dealership made a mistake and that we would indeed sell her the truck she had seen online for $19,I explained that everyone qualified for the price and that is was no special offerShe then
asked me if she was allowed to trade in a car with this offer because a family member had passed away leaving her husband a vehicleI explained she could trade the vehicle if she chose to do soMrs*** told me they would be coming in to purchase the truck and I told her to ask for me and I would make sure she had no further problems with the purchaseToday 8/29/Mr*** came into the dealership to purchase the truck and was given the price they had seen on the internet of $19,He was speaking to his wife on the phone and she expressed they were looking for a interest rate of under 2%I explained that I had no control over what a bank would charge them for interest but I did not have a bank that had a rate of less than 2%He mentioned his wife worked for a bank and I told him he could bring me a draft and I would still honor the price of $19,He told me he was going to get his own financing and would let us know the outcome. *** ***General Manager Gainesville 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

To Whom It May Concern: The General Manager, *** ***, is working with the customer to return the vehicle in exchange for her down payment check due to being unable to fund the deal with a financial institution. A final meeting is being scheduled with Ms*** to finalize the
details regarding the agreed upon solution. We believe this is a satisfactory solution for the customerIf you have any further questions, please contact me at *** or ###-###-####Thank you, *** ***Senior Vice President

[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,
*** ***

To Whom It May Concern:I have worked with the customer and believe we have reached a resolution that is satisfactory to them If you have any questions or would like to discuss further, please contact me at ***Thank you,*** ***General
Manager

To Whom It May Concern:We spoke to Mr*** regarding their experience at Gainesville Buick GMC this past week after receiving their Revdex.com submission Mr*** explained what his concerns were following his purchase of the Mercedes-Benz, which was that the vehicle had a missing part in the
glove box When this first was noticed, he was directed by our salesperson to take the vehicle to Mercedes Benz of Gainesville for additional research While at Mercedes Benz, they discovered that the missing piece was a part of the navigation system that was an added option to the vehicle; not stock At that time, Mrand Mrs*** were advised that the vehicle needed tires and brakes, which was another item they were dissatisfied about.Following that visit to Mercedes Benz, he returned to the dealership with that information, but they felt their concerns were initially not met Our manager met with Mr*** and offered to assist him to resolve his concerns, but Mr*** did not want to commit to how we could help further until he spoke with his wife, who was the one that filed the Revdex.com complaint; he advised us that she would be the one to make the decision on how to move forward We tried to reach Mrs*** and have left several messages to call us at her convenience; we have not heard from her to date We have assured Mr*** that we are interested in finding a satisfactory solution to resolve their concerns I would like to resolve this as soon as possible with the customer, but I have not heard back from Mrs*** yet I wanted to make sure we replied to the Revdex.com so you were aware we are diligently attempting to work with the customers I can be reached at *** or on my cellphone at ###-###-####.Sincerely,*** ***General ManagerGainesville Buick GMC

To Whom It May Concern:I spoke with Mr*** on the phone this week regarding his Revdex.com complaint and concerns that his credit has a negative mark due to the vehicle that he traded in not being paid in a timely mannerAs I explained to Mr***, unfortunately, we sent a check to the lender that
held his previous loan on two separate occasions before being informed they will not accept checks, only ACH payments; this has been paid in the method they requested and it is now closed with that bank. However, as the customer noted, his credit had a negative mark against it from this miscommunication between us and the bank To assist in resolving these concerns, I am sending Mr*** a letter from me on company letterhead for him to submit to the credit bureaus in an attempt to remove the negative marks and restore his credit I also offered to assist further if he needs additional help with the credit bureaus.I believe Mr*** has found our resolution satisfactory If you have any questions or would like to discuss this further, please contact me at [email protected] or ###-###-####Sincerely,*** ***General Manager

To Whom It May Concern:My Sales Manager and I personally met with the Ms. [redacted] to discuss her concern regarding the mail she received and the prizes available.  The person she spoke with was not a direct employee of Gainesville Buick GMC, but we understand the perception is that they are a...

representative of our company.  In an effort to show goodwill, I provided the customer with both prizes she was led to believe she won.  We believe Ms. [redacted] is satisfied, as she allowed my Sales Manager the privilege of showing her the vehicle she was originally interested in.  If there is anything we can assist with further, or if you would like to discuss this matter further, please contact me at [email protected] or ###-###-####. Sincerely, [redacted]General Manager

Thank you to Gainesville Buick dealership for offering this solution to me.  It is unfortunate that it took 22 days and escalation to the Senior Vice President to authorize a service member to test drive the car and relocate it to their dealership.  Since I have lost confidence in the Buick brand and in the ability of the service department to identify and correct the problem I am pursuing alternate options to replace the car. Regards,[redacted]

To Whom It May Concern: Our Service Manager, [redacted], has been in communication with the customer, Mr. [redacted]f, and is working with him to have the vehicle towed to our dealership for further testing.  Mr. [redacted] explained to Mr. [redacted]f that we cannot provide a loaner for a vehicle that...

is not being repaired at our dealership, but if the customer decides to allow his vehicle to be brought to Gainesville Buick GMC, he will receive a loaner vehicle.   Mr. [redacted] also sent all requested documents to the manufacture, General Motors, and the customer plans to contact General Motors again before making a decision on having the vehicle brought to us.  We are more than happy to continue to assist Mr. [redacted]f in his efforts to repair his vehicle and are awaiting his decision.   If you have any questions, please contact me at [redacted] or ###-###-####. Sincerely, [redacted] President

To Whom It May Concern:My Service Manager made immediate contact with the customer and has been diligently working with them to resolve their concerns.  We are currently waiting for the parts to arrive to repair the vehicle and we believe the customer is satisfied with our efforts.  We...

plan to see this through 100% completion and are grateful this issue was brought to our attention.If you would like to discuss further or have any questions, please reach out to me at [email protected], [redacted]General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I have a meeting tomorrow morning, October 31st 2016. I will update tomorrow with the results of the meeting.   
Regards,
[redacted]

To Whom It May Concern:Gainesville Buick GMS’s Sales Manager, [redacted], spoke with Mr. [redacted] regarding his complaint and expressed how disappointed we are that he felt like he had been misled.  Customer service is our #1 goal and we never wish for our customers to feel any different than...

they are the most important thing to us.  We assured Mr. [redacted] that he will receive the $150 gift card that he won; my assistant has discussed the details of delivering the gift card to him.  Mr. [redacted] expressed to [redacted] that he finds our resolution satisfactory and plans to reach out to him personally the next time he is ready to purchase a vehicle.If you would like to discuss this further or have any questions, please contact me at [email protected] or ###-###-####.Sincerely,[redacted]General Manager

[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.  [redacted]
Regards,
[redacted]

Good morning,Mrs. [redacted] is correct, my GM and I will be meeting with her on Monday, October 31st to discuss her concerns further.  Upon conclusion of that meeting, we will respond with the the solution. Thank you,[redacted]Senior Vice President

To Whom It May Concern:Per my conversation with you at the Revdex.com, this has been resolved per the customer.  If you have any questions or would like to discuss this further, please contact me at [email protected].  Thank you,[redacted] General Manager

To Whom It May Concern:The Senior Vice President of Morgan Auto Group, Tom Moore, spoke with the customer, Mr. [redacted]f, by phone yesterday.  Mr. [redacted]f is in California visiting family and does not expect to return until approximately the 26th of May.  Mr. [redacted] asked Mr. [redacted]f if he would be interested in having Gainesville Buick GMC’s Service Director go to the other dealership, where his vehicle is currently located, and drive it back to our dealership.  It appears the other dealership is having difficulties duplicating the issue that Mr. [redacted]f is concerned with, and Mr. [redacted] indicated this would be a good opportunity for the Service Director to drive the vehicle for an extended period to try to get it to duplicate the problem.  Mr. [redacted]f declined that at this time.  General Motors is the warranty provider on this vehicle and Mr. [redacted] has spoken with the Buick District Service Manager who indicated that they would absolutely provide the same level of service regardless of which authorized General Motors dealership is doing the repair.  Mr. [redacted] also let Mr. [redacted]f know that if he brought the vehicle, or allowed us to bring the vehicle, to Gainesville Buick GMC for service he would absolutely receive a loaner car, as all of our customers do, even if they are only receiving an oil change.  Even though we have a 22 vehicle fleet, customers may sometimes experience a 24-48 hour delay until one of those vehicles is available.  However, other than these circumstances, loaner vehicles are always provided with service at our dealership.  We wish to do anything we can to help Mr. [redacted]f get his repair done.  However, we would not be able to do the repair either unless we can duplicate the issue.  At this point, we are just waiting for Mr. [redacted]f to decide what he would like to do. If you would like to discuss this further or if you have any questions, please contact Mr. [redacted] at ###-###-#### or [email protected].