Carson Cars 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 meI am available this thursday 02/18/to come in and review what can be done about this issue. Sincerely, *** ***

Ms***'s credit has been updated and I have emailed here a copy of her credit report showing the updates and improvements this made
We are no going to refund anything further regarding the service contract that Ms*** purchased
As a token of goodwill, I would offer Ms*** a 1year vehicle maintenance package (VIP Customer Care Club) at our service departmentThis covers most all scheduled maintenance (Oil changes) and many other servicesI hope we can help Ms*** with the next year’s vehicle expenses over the next year by offering this
This is my final answer and offerI appreciate Ms***’s business and concerns
I look forward to helping and moving forward on this issue
Mike C***

Thanks for the opportunity to address this issue. We sold a Suburban to Mr*** and he signed a contract for financingHe called the next day and had a couple concernsWe sent our truck and had the vehicle picked up and repaired at no cost to Mr***. When we called to update him
he said he changed his mind and bought another vehicleWe explained he had signed a contract and was obligated to honor it. After several days of back and forth, Mr*** offered to rescind the deal and forfeit his $down paymentwe agreed and had him sign a deal rescission and voided the contract for the $800. I'm not sure what if anything has changed since this deal was madeWe have honored and done everything we agreed to. I hope this will resolve this issue. I appreciate your time. Respectfully, Mike C***OwnerCarson Cars

Thank you for the opportunity to respond to this emailI hope we can shed some light into Ms***’s’ situation and I hope we can find some mutual ground to help herMs*** bought a vehicle from us and later had a repair done through our service departmentShe had a transmission issue and
the repair was done under warrantyMs*** later (weeks?) complained of a water leak after picking up her vehicleWe told her to bring the vehicle by to we could take a look at what/if it was leakingShe hasn’t brought the vehicle by or responded to our contact attemptsWe assumed she either took care of it herself or it was a non-issue We are still happy to do a free preliminary inspection on her vehicle to determine any leaksWe will do this diagnostic work free of chargeIf the water leak had anything to do with the work we did, of course, we will take care of any repairsEven if it turns out to be unrelated, I am willing to help Ms*** with any wholesale/discounted priced repairs she needsI think better communication can avoid any issues in the futureWe look forward to hearing from and helping Ms*** anyway we can Respectfully, Mike C*** Carson Cars Owner

I am rejecting this response because:
From: *** *** Sent: Wednesday, October 26, 4:AMSubject: Case #***I just received an email stating the complaint has been closed from lack of response on my end I do apologize I didn't get an email from you guys buy did from Carson Cars We aren't resolved yet Mike stated in his email Friday the he was going g to email me Monday with update credit information but I never received that email I fell through the cracks because the person I was dealing with is no longer with the company He has yet to acknowledged the extended warranty or refund for that So, I'm not resolved and haven't told Mike the owner I'm resolved
Sincerely,*** ***

Thanks for the email and the chance to respond. I was unaware of any issue and I hope to help in any way I can
We have helped with repairs for Ms***(see below)
- RO 2/15/came in for coolant leakReplaced radiatorNo charge to customer
- RO 3/5/CEL replaced
air intake boot (cracked)fixed - no charge to customerComplaint of popping/clunk soundCould not duplicateReplaced rubber flex donut in drive-line as preventive measureNo charge to customer
- RO 3/14/drove car over miles and could not duplicate clunkingFinally heard and felt noise took to tranny shopThey fixedTotal repair cost was over $and was covered by the service contract she purchasedWarranty deductible $plus tax and fluids = $
We also provided a free service loaner every time that Ms*** dropped her car offShe was never without a vehicle
We also waived/postponed of her monthly payments to the end of her loan, as a courtesy
Ms*** bought a year old BMW with 175,miles on itShe was smart to also purchase a service contract (that has already more than paid for itself!)
I'm not quite sure what (if any) problem Ms*** is currently havingI would be happy to help
She had pointed out a previous repair to a molding and claimed it to be new damage. We could help get any bodywork done at our wholesale cost if Ms*** wants to get it fixed
We would of course, stand behind any repairs we had done (free of charge), or help her to get any other repairs done (either at her discounted customer rate or through the service contract)
I can't imagine how Ms*** feels "taken advantage of" with this transactionShe has received thousands of dollars in free repairs, free loaner cars, and even deferred payments
Ms*** now has a payment dueWe are unable to waive this or any future payments that she owesI would strongly suggest she make her payment today to avoid any collection issues
I appreciate the email and the opportunity to respondI also look forward to continuing to help Ms*** in any way I can

Hello and thank you the opportunity to respond to this complaint
We have reported the account as current since inceptionBe cause of the good pay we were able to sell the contract to *** ***
This is a fully transferable contact and could (most likely not) be sold/transferred again
I
have attached the letter (and also email) that we sent out to all customers that had their loans sold(please read for explanation)
The good news is after approx days, the Carson Cars loan will reflect paid off and another trade line (***) will be added to their credit report
This sales and addition usually adds around points to the *** score of the customerThe payments made to Carson Cars certainly do count! This is truly the best way to quickly increase a persons credit score
I am happy to talk or review this process with the customer
Please have them call me at *** or email at ***@CarsonCars.net
I have dealt with credit and credit repair issues for the last yearsI am happy to review their options and help build a game-plan for them to take advantage of their better credit situation
I appreciate everyone's time in this matter & look forward to helping
respectfully,
Mike C***
Owner, Carson Cars

Thank you for the emailI was unaware of any issues your were having as you have made payments on your accountYour account number is #***I have also included a payoff quote showing a discount from all remaining interestWe waived $worth of late fees and interest on 1/28/My cell
# and personal email are posted on our website*** *** *** In fact all our employees have their extensions, cell# and emails listed, along with their photos to easily identify who you needWe are open am to pm M-F and also open Saturday & Sunday tooI can't imagine how we could be easier to reach! :) Please feel free to call anytimeI would be happy to help however I can

Thanks for the opportunity to respond to this issue. We had fixed several issues for this customer free of charge. The service contract company also paid for some repairs. The customer ultimately stopped making payments and the vehicle was subsequently repossessed. The unpaid
balance is reporting as a repo/charge off and was turned over to our collection agency. I'm sorry that this customer was unable to work things out with us to avoid the collections and repossession. Please let me know if there is anything else I can do regarding this account. Respectfully, Mike C***Carson Cars425-697-6969

Complaint: ***I am rejecting this response because:Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Business REBUTTAL:Sent 10/01/2016 Complaint: ***I am responding to the rebuttal on this issue.I have written off the unpaid balance after receiving your $payment on 9/16/2016.Your account is paid in full with usWe will be removing this form any future credit reporting.Thank you for your business and working towards this resolution

Thank you for the email and the opportunity to address Mr***’s complaint
I look forward to helping in any way I can
We sold Mr*** a van and helped him secure financing
The van was in good shape and came with a limited power-train warranty
About two weeks after purchasing the
van, Mr*** let us know that his mechanic said it needed some repairsWe offered to have the van brought in to our service department to inspect/repairHe refused and only wanted his friend to work on the van
We agreed and sent Mr*** a check for $to take care of his concernsMr*** was happy with this agreement
Now several months later, Mr*** called back to let us know the repairs he had his friend do didn’t fix whatever issue he was having (needed shocks replaced?)
I reminded him that we had offered to do a free inspection and help towards the repairs, but that he had instead opted to take $and have his issues resolved himself
I then offered to have the van inspected at no cost, to verify his concernsI also agreed to do any needed work at our wholesale cost
Mr*** refused our help
This was the last contact we had with Mr*** until we received this complaint
I am still willing to do a free diagnosis of his concernsI am also still willing to do any needed repairs at our wholesale cost for himI believe the cost of replacing shocks would be under $for all parts and labor (we would need to check van to be certain)
I look forward to helping Mr*** however I can
Respectfully,
Mike C***
Carson Cars
425-697-
***

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
Sincerely,
*** ***

The policy was cancelled and the account is paid in full.? ?

Business REBUTTAL:Sent 10/01/2016? ? Complaint: ***I am responding to the rebuttal on this issue.I would be happy to forward a copy of all the repair orders for the work we performedPlease forward me your email address & I will forward these off right away? We were definitely reimbursed by the service contract company for the work performed.As a reminder, *** *** purchased a service contract and she is able to take her vehicle ANYWHERE to get any warranty claims done.I would also be happy to diagnose any ‘bad smell’ or ‘smoke’ issuesThe car wasn’t doing either of those things when it left or while we test drove for almost milesI will diagnose and look at this free of chargeWe can also look at/address the taped hose *** *** had mentioned.On a related side note, we have also deferred out of payments for *** ***She has only made payments over the last months.I am still willing to help if *** *** wants to bring the BMW by our service department

Complaint: ***I am rejecting this response because: my car did not smoke or have a bad smell when it went in to them and the house was not taped up nor did it have body damage which I have pictures to price all my claimsThey have yet to prove after I asked for copies of the work done that it was over $2,which I should have to keep with the car and I only got a bill for $showing a total of a little over $I also contacted the warranty company after they said it wasn't covered and they told me they don't know why they would charge me and that a claim was never submitted to them even though my warranty pays for this repairI also called several transmission places and a whole transmission would be over $2,with labor but how is it that much when they told Me it was a component in the transmissionYes I amaware of the age of my car I'm also aware that there are many cars on the road older than mine that drive wonderfulI contacted them right after I got my car back due to the smoke and smell and now they want to charge me to fix that when I didn't have that issue when it went in, the hose was taped when I got my car back even I know the engine in that area is to hot for it to be ? electrical tapedSo they tried to just tape an issue which taping things does not always workNow I'm driving around with kids in the car a check engine light on and a car that smoked and smells hoping it doesn't catch on fire or make even bigger problemsYes I appreciate what they have done but I bought this car a few months ago and have had it in my own possession maybe a month in the entiretyI o not believe I should have to pay for an issue that wasn't there when I brought the car in but it came back to me with themI already have to pay $because they didn't turn it into the warranty companyWhy do I have a warranty and pay for it if they aren't using it?

Thanks for the email and the opportunity to address and help ***
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I have asked my finance manager, Scott S***, and my sales manager, Dominic K***No one has been contacted to cancel a service contract
All contact names and emails and clearly posted on our website
I’m not sure
there is ever a time that we don’t answer the phones (we have a hour call center when closed!)
We are also open days a week and are available from am to pm
With all that said, there is a process to cancel a service contractThe mileage must be verified (for prorated cancellation)This paperwork would be processed by our Finance Manager, Scott S***
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I tried to pull the original deal to forward to Scott, but we have never sold a car to anyone with the name ***Is it possible the paperwork was in someone else’s name?
Please have *** call Scott S*** at 425-697-ext *** or email him at ***@CarsonCars.net
If *** will forward the info for me to pull the file (contracted name/VIN/mile/Etc), I will be happy to follow up on this myself
It shouldn’t be a problem to back date the cancellation with the proper documentation
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I look forward to helping get this resolved ASAP
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Thanks again for letting me know there was an issue and having an opportunity to resolve it
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Respectfully,
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Mike C***
Carson Cars
President
425-697-ext ***
***@CarsonCars.net
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Complaint: ***I am rejecting this response because:
I have stepped attempted calls and emails to both *** and *** to obtain account number for online payments and attempt to settle the accountI have included the email for settlement agreementI would like to make the $remaining on the agreement since you've already cashed the $checks, one of which was a restricted endorsement for the last paymentI do not have time to stop by the dealership during your open hours which is why I've tried to contact via emailI would like to get this done ASAP
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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