To whom it
may
concern,
March, 2,
In response to a complaint by *** *** for price gouging received by the Attorney General of Virginia on
February 17,
On February
11, *** *** serviced a *** *** vin# ***
with 156,miles at our Quick Lane location in Fairfax, Va
Customer
concern: Check engine light is on and vehicle overheats
Cause: Water
pump and thermostat
Once the
repair was authorized we found one of the water pump bolts was stripped in the
block of the motorThe repair would take additional time to tap out bolt and
heli coil the block
Our office
failed to note this on the Repair Order and did not note any authorization from
customer for additional labor to perform the jobJohn P*** our Service
Director spoke to *** *** and apologized for the misunderstanding and refunded
*** *** $for the error on our staff
*** *** agreed with the amount and a check was issued the following day
If you have
a questions or concerns, please don’t hesitate to contact me
Thank you,
Al G***
Fixed
Operations Director
###-###-####
***@tedbritt.com
I spoke to *** *** on 12/and had arranged for him to receive his key and at the time of receipt of this message, it is my understanding that he has them in his possessionWhen we spoke, I gave him my direct contact if there were any issues with getting his keysThis issue has been
resolved.Thanks,Joseph B***Ted Britt Automotive
We spoke with the customer and have already replaced his rim. *** *** is a great customer and we want to make sure it stays that way. Our sevice manager has been in contact with him and we are all good at this point. Please let me know if there are any other questions.Gardner
B***
*** *** questioned the price while in the finance office before signing for the vehicleMrF* added $to the trade and shopped for a lower rate to make *** *** comfortable with the payment and price of the transaction even after the agreed upon numbersAlthough Ted Britt Ford
is in disagreement with *** *** and the method in which we came to agreement on the numbers, in good faith we will remit a $check to the customer
Hello,The registration card was mailed back on December 8th to *** *** to the address listed and this issue, to the best of our knowledge, has been resolved.Thanks,Joseph B***Ted Britt Automotive
We apologize for not communicating with the customer effectively regarding the status of his vehicleOnce the vehicle service was completed, someone backed into the fender (see attached) and cracked the fiberglassThe new fender is scheduled for delivery and installation tomorrowWe are
planning to have the customer vehicle ready for pick up tomorrow evening as wellWe will call the customer with a statusWe have gone ahead and taken care of all associated charges required in order to pass MD Inspection on the vehicle
I spoke with *** *** and apologized for the way we handled the deal The salesman dropped the ball and didn't call him back for several days I am refunding the customers deposit I offered to find him another car, they think they have one in Alabama I gave them
my contact info incase they have any other questions or concerns Thanks.Gardner B*** ***
The customer will be receiving a $check within the next week or twoWhen we followed up, it was discovered that accounting had not filed the claim properly*** is sending a $check to the customer in place of the gift cardWe believe this resolves the customer complaint
I spoke with *** *** after his purchase and apologized for the troubles The vehicle went through the shop and completed all the mechanical steps to be certified In an effort to deliver the vehicle quickly the service department was not able to finalize some of the last minute
details in the clean up process *** *** came back to the store to complete the touch up work, and we put him in a loaner car at no charge I can assure you 100% the vehicle went through the correct certification process *** audits us once a quarter to make sure of this We have been 100% on every audit *** ***, has since taken his service business to another dealership closer to his house, which is completely understandable The other dealership has an employee with a couple of opinions about what should have and shouldn't have been done Ted Britt *** follows the factory guidelines 100% I have also called the dealership and *** to ask why they would tell a customer that we didn't do our job 100% We did not "misrepresent" the vehicle at all, therefore, we can't refund *** *** the cost of certification, we have paid *** that money and it is in fact a 100% *** certified vehicle *** *** has copies of the legal documents that state that If you look in Ford/ ***'s system, pull up the vin, it states certified Ted Britt Ford *** will not remove the certification status from the vehicle we have no reason to Again, I apologize if we did not meet *** ***'s standard with his purchase The good news is that he has found a dealership he feels comfortable with in *** *** *** They are a top notch dealership and I'm sure they will continue a great relationship If you have any other questions or concerns please feel free to contact me.Gardner B*** III
[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 However, I would like a statement stating there were no other damages to the vehicle other than the fender damage and also to keep this case open till the vehicle has passed and has received a MD inspection certificate.
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting
the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I asked the post office to track the envelope that Ted Britt *** was to have sent. You can see by the timestamp on the envelope that this letter was NOT mailed on 12/8/as Mr Britt attests to, but instead was mailed yesterday, on the 12th of December. This type of dishonesty and lack of concern for customers is readily apparent in this Dealership. Please also note - There was no effort at an apology for the inconvenience they have caused meNONE! Time for me to go to the social network and share my experience.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 me.
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:The keys are not in my possession.When I spoke to MrBritt on 12/9, he indicated that I could visit the dealership and pick up the keys at any timeI visited on 12/and was told I would not be given the keyI called MrBritt from the dealership on 12/at the aforementioned direct line and have not received a response.I received and have retained a voicemail on 12/from the dealership stating that I was not given the key "because there is a process we need to adhere to." Any indications that they may have given to MrBritt that I am in possession of the key are incorrect.At this time, the business still has my key and cites "procedures" that prevent them from returning it to me
Regards,
*** ***
The customer has a Year extended warranty on the vehicle and has driven over miles since purchasing the carThe warranty does not cover the item that is wrong with the car, so we have given the customer a dicsount on the repair as if it were under warranty and this is their portion of the
repairThe vehicle is a Used Car and is not under the original Factory warranty.We also have explained this to the customer and given them there next service at no charge, but the customer seems to think the car should have a bumper to bumper warranty for life and that they should never have to pay for any repairs
[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 meI have meet with the management of Ted Britt Smart Wheels and we have come to an agreement with the vehicle repairThe repair is satisfactory and I would like to have the complaint removed from their files
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 me.
Regards,
*** ***
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,
Keith Hermann
Evelyn A***, our General Manager, handled this situation directly with *** and we are no longer aware of any current issuesWe will, however, Reach out to *** to confirm that she is no longer waiting on anything from Ted Britt ***. Regards,Joseph BrittTed Britt Automotive Group
I apologize for the confusion. We are more than happy to refund the customers money. I have spoken with the salesperson and he will let me know when the refund is complete. Salesperson was under the wrong impression that the deposit was not refundable. Ted Britt Automotive
does refund deposits. Please contact me with any further questions
Gardner B*** ***
Ted Britt Automotive
To whom it
may
concern,
March, 2,
In response to a complaint by *** *** for price gouging received by the Attorney General of Virginia on
February 17,
On February
11, *** *** serviced a *** *** vin# ***
with 156,miles at our Quick Lane location in Fairfax, Va
Customer
concern: Check engine light is on and vehicle overheats
Cause: Water
pump and thermostat
Once the
repair was authorized we found one of the water pump bolts was stripped in the
block of the motorThe repair would take additional time to tap out bolt and
heli coil the block
Our office
failed to note this on the Repair Order and did not note any authorization from
customer for additional labor to perform the jobJohn P*** our Service
Director spoke to *** *** and apologized for the misunderstanding and refunded
*** *** $for the error on our staff
*** *** agreed with the amount and a check was issued the following day
If you have
a questions or concerns, please don’t hesitate to contact me
Thank you,
Al G***
Fixed
Operations Director
###-###-####
***@tedbritt.com
I spoke to *** *** on 12/and had arranged for him to receive his key and at the time of receipt of this message, it is my understanding that he has them in his possessionWhen we spoke, I gave him my direct contact if there were any issues with getting his keysThis issue has been
resolved.Thanks,Joseph B***Ted Britt Automotive
We spoke with the customer and have already replaced his rim. *** *** is a great customer and we want to make sure it stays that way. Our sevice manager has been in contact with him and we are all good at this point. Please let me know if there are any other questions.Gardner
B***
*** *** questioned the price while in the finance office before signing for the vehicleMrF
* added $to the trade and shopped for a lower rate to make *** *** comfortable with the payment and price of the transaction even after the agreed upon numbersAlthough Ted Britt Ford
is in disagreement with *** *** and the method in which we came to agreement on the numbers, in good faith we will remit a $check to the customer
Hello,The registration card was mailed back on December 8th to *** *** to the address listed and this issue, to the best of our knowledge, has been resolved.Thanks,Joseph B***Ted Britt Automotive
We apologize for not communicating with the customer effectively regarding the status of his vehicleOnce the vehicle service was completed, someone backed into the fender (see attached) and cracked the fiberglassThe new fender is scheduled for delivery and installation tomorrowWe are
planning to have the customer vehicle ready for pick up tomorrow evening as wellWe will call the customer with a statusWe have gone ahead and taken care of all associated charges required in order to pass MD Inspection on the vehicle
I spoke with *** *** and apologized for the way we handled the deal The salesman dropped the ball and didn't call him back for several days I am refunding the customers deposit I offered to find him another car, they think they have one in Alabama I gave them
my contact info incase they have any other questions or concerns Thanks.Gardner B*** ***
The customer will be receiving a $check within the next week or twoWhen we followed up, it was discovered that accounting had not filed the claim properly*** is sending a $check to the customer in place of the gift cardWe believe this resolves the customer complaint
I spoke with *** *** after his purchase and apologized for the troubles The vehicle went through the shop and completed all the mechanical steps to be certified In an effort to deliver the vehicle quickly the service department was not able to finalize some of the last minute
details in the clean up process *** *** came back to the store to complete the touch up work, and we put him in a loaner car at no charge I can assure you 100% the vehicle went through the correct certification process *** audits us once a quarter to make sure of this We have been 100% on every audit *** ***, has since taken his service business to another dealership closer to his house, which is completely understandable The other dealership has an employee with a couple of opinions about what should have and shouldn't have been done Ted Britt *** follows the factory guidelines 100% I have also called the dealership and *** to ask why they would tell a customer that we didn't do our job 100% We did not "misrepresent" the vehicle at all, therefore, we can't refund *** *** the cost of certification, we have paid *** that money and it is in fact a 100% *** certified vehicle *** *** has copies of the legal documents that state that If you look in Ford/ ***'s system, pull up the vin, it states certified Ted Britt Ford *** will not remove the certification status from the vehicle we have no reason to Again, I apologize if we did not meet *** ***'s standard with his purchase The good news is that he has found a dealership he feels comfortable with in *** *** *** They are a top notch dealership and I'm sure they will continue a great relationship If you have any other questions or concerns please feel free to contact me.Gardner B*** III
[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 However, I would like a statement stating there were no other damages to the vehicle other than the fender damage and also to keep this case open till the vehicle has passed and has received a MD inspection certificate.
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting
the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I asked the post office to track the envelope that Ted Britt *** was to have sent. You can see by the timestamp on the envelope that this letter was NOT mailed on 12/8/as Mr Britt attests to, but instead was mailed yesterday, on the 12th of December. This type of dishonesty and lack of concern for customers is readily apparent in this Dealership. Please also note - There was no effort at an apology for the inconvenience they have caused meNONE! Time for me to go to the social network and share my experience.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 me.
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:The keys are not in my possession.When I spoke to MrBritt on 12/9, he indicated that I could visit the dealership and pick up the keys at any timeI visited on 12/and was told I would not be given the keyI called MrBritt from the dealership on 12/at the aforementioned direct line and have not received a response.I received and have retained a voicemail on 12/from the dealership stating that I was not given the key "because there is a process we need to adhere to." Any indications that they may have given to MrBritt that I am in possession of the key are incorrect.At this time, the business still has my key and cites "procedures" that prevent them from returning it to me
Regards,
*** ***
The customer has a Year extended warranty on the vehicle and has driven over miles since purchasing the carThe warranty does not cover the item that is wrong with the car, so we have given the customer a dicsount on the repair as if it were under warranty and this is their portion of the
repairThe vehicle is a Used Car and is not under the original Factory warranty.We also have explained this to the customer and given them there next service at no charge, but the customer seems to think the car should have a bumper to bumper warranty for life and that they should never have to pay for any repairs
[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 meI have meet with the management of Ted Britt Smart Wheels and we have come to an agreement with the vehicle repairThe repair is satisfactory and I would like to have the complaint removed from their files
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 me.
Regards,
*** ***
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,
Keith Hermann
Evelyn A***, our General Manager, handled this situation directly with *** and we are no longer aware of any current issuesWe will, however, Reach out to *** to confirm that she is no longer waiting on anything from Ted Britt ***. Regards,Joseph BrittTed Britt Automotive Group
I apologize for the confusion. We are more than happy to refund the customers money. I have spoken with the salesperson and he will let me know when the refund is complete. Salesperson was under the wrong impression that the deposit was not refundable. Ted Britt Automotive
does refund deposits. Please contact me with any further questions
Gardner B*** ***
Ted Britt Automotive