We are working with customer on this issueWe have had several circumstances over the years where either [redacted] show an accident and the other does notThe manufacturers we deal with allow us to use either one for verifying an accident, they will not allow us to "certify" one of their used vehicles that has been involved in an accidentThe software program that all our dealerships use has an agreement with [redacted] , that is why we use themI have enclosed another example of why this is so frustrating to us, Honda has a connection with [redacted] and on this appraisal, the manager ran both and sure enough, [redacted] shows NO ACCIDENT an [redacted] shows AN ACCIDENT, in this instance [redacted] was wrong and [redacted] was correctWhile you would think it would make sense to run both reports on every trade in, it is just too costly to do thatIt is estimated that 80% of all used vehicles have had some type of bodywork, that is expectedWhat we are really concerned with is what is called a "branded" titleMileage unknown or rolled back, salvage title, flood vehicle: for those type used cars, both [redacted] are usually right onAll we can do as dealers is use what is available and that is what we did, we never intentionally would ever sell a vehicle that was involved in an accident without telling the customer, that is not the way we do businessMy brother [redacted] is involved with our Kia manager Wayne to find a solution to this complaint and I will keep in touch with the Revdex.com on how it is progressing.We have already been in contact with them and hope to have this resolved shortly [redacted] Waikem Auto Family
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Good Afternoon,Again, I have to reject the proposed settlement, as it is unfair to me as a consumer.I insist I receive compensation for the miles of my lease that were used by this companyThey were willing to pay the cost in gas for those miles, so they should have to pay for using miles on my lease, as wellThe proposal to pay only if I go over my allotted miles, on the backend, is not acceptableIf I were to purchase this car outright, I should have to eat this? I don't think so.In regards to statements made by MrDavid Waikem:1) Yes, your company put me in physical harms way when you made me ride with one of your associates to retrieve my vehicleDo you have insurance for this purpose? You still have spoken about whether this is in line with your policy or even an industry standard/best practiceI would think notIf we had been in an accident, your company would have been liable for any and all damages I may have sufferedPerhaps you should think about doing this again in the future and return the car the proper way2) There are multiple ways I could have been contactedYou chose the worse possible wayInstead of owning up to it, you have been unnecessarily argumentative about itThis car is in my wife's name, with her contact information as the primary and mine as the secondaryYou chose mine? You chose not to contact me in the way I reached out to you? In my opinion, this is NOT a good businessA good business would not force their customer to go to these measures to get their money backA good company would not be condescending and out right rude when questioned about their practicesA GOOD business would contact their customer directlyA good business would also spell my name properlyThere are more than different variations of how MrWaikem spelled my nameThis oversight shows an utter lack of respect and attention to detailIf he cannot spell something that is right in front of him, how can he be sure he has the facts of this matter straight?I received a check in the mail last week, which again, I will not be cashing until all funds are received, as I do not accept this settlementIt also shows how arrogant this business is, as they have cut checks without even asking me if I would accept themThe balance remaining is $ Regards, [redacted]
We have already responded to this complaint directly to him, here is our original response:*** [redacted] *** [redacted] ***"Mr [redacted] ,I apologize for any issues youhad with your [redacted] ***.... Normally, they are very reliable and ourcustomers experience very few issues. Having an issue during the holidayscreates a significant stress for anyone, especially when it is hard to findassistance. I am not sure why the vehicle did not go to the nearest ***dealership as warranty provides that assistance. That said, we wouldbe happy to assist you with filling your tank with gas. The reasonyour vehicle was driven 25 miles was to ensure that we did not miss any issuesand put you out with a problem that could leave you stranded. That isstandard operating procedure for any driveability issue or when majorrepairs are necessitated. The factory does not pay for the fuel or timeto perform that function. Since we did not sell your vehicle to you, (asfar as I can tell), I do not have any access to any policies or programs thatapply to your vehicle. You might check your warranty and with ***consumer affairs to see if you have any type of trip interruption benefits thatmight apply to your situation. They are usually very helpful and perhapscould direct you in regards to what benefits apply to yourvehicle. Regards, [redacted] [redacted] Since he has never been into our dealership since purchase, Mr. [redacted] didn't know we sold the car originally, however as you can see he did explain pretty well why we had to drive the car the 25 miles and he had already offered to FILL his tank as a way of appeasement. It appears now he is requesting fuel reimbursement for 55 miles and with a [redacted] getting 25 miles per gallon combined fuel and at $1.99 per gallon we will now agree to a dollar reimbursement of $4.50. As far as the mileage on the lease, if Mr. [redacted] does go over the allocated lease mileage by the 55 miles, at that time we will reimburse him the excess mileage charge of .20 X 55 miles for a total mileage reimbursement of $11.00 when he turns his lease in. Just forward to us the statement he will receive from [redacted] showing the over allowed mileage charge. I have also spoken with every service advisor on duty that day and no one ever tells a customer the car "HAS TO BE" towed to the selling dealer. Every [redacted] dealer is authorized to service any [redacted] under factory warranty so I do not know how that could have occurred, however as a one time goodwill I will also reimburse Mr. Treetle the amount of $ 16.01 as requested. With everything we will reimburse for today will total $4.50 for gas and the $16.01 for a total of $20.51. I will have our office mail out the check today, just have Mr. Treetel mail us the statement at lease end from [redacted] showing mileage excess and we will reimburse the 55 miles over, even though that is required to assure we repaired his vehicle as per [redacted] Warranty requirements.David WaikemWaikem Auto FamilyMr [redacted] ,I apologize for any issues you had with your [redacted] ***. Normally, they are very reliable and our customers experience very few issues. Having an issue during the holidays creates a significant stress for anyone, especially when it is hard to find assistance. I am not sure why the vehicle did not go to the nearest [redacted] dealership as warranty provides that assistance. That said, we would be happy to assist you with filling your tank with gas. The reason your vehicle was driven 25 miles was to ensure that we did not miss any issues and put you out with a problem that could leave you stranded. That is standard operating procedure for any driveability issue or when major repairs are necessitated. The factory does not pay for the fuel or time to perform that function. Since we did not sell your vehicle to you, (as far as I can tell), I do not have any access to any policies or programs that apply to your vehicle. You might check your warranty and with [redacted] consumer affairs to see if you have any type of trip interruption benefits that might apply to your situation. They are usually very helpful and perhaps could direct you in regards to what benefits apply to your vehicle. Regards, David ***Fixed Operations DirectorWaikem Hyundai/MitsubishiSubaru/Honda3710 Lincolnway EastP.O. Box 4815Massillon, OH 44646-4815
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Good Afternoon,Again, I have to reject the proposed settlement, as it is unfair to me as a consumer.I insist I receive compensation for the miles of my lease that were used by this companyThey were willing to pay the cost in gas for those miles, so they should have to pay for using miles on my lease, as wellThe proposal to pay only if I go over my allotted miles, on the backend, is not acceptableIf I were to purchase this car outright, I should have to eat this? I don't think so.In regards to statements made by MrDavid Waikem:1) Yes, your company put me in physical harms way when you made me ride with one of your associates to retrieve my vehicleDo you have insurance for this purpose? You still have spoken about whether this is in line with your policy or even an industry standard/best practiceI would think notIf we had been in an accident, your company would have been liable for any and all damages I may have sufferedPerhaps you should think about doing this again in the future and return the car the proper way. 2) There are multiple ways I could have been contactedYou chose the worse possible wayInstead of owning up to it, you have been unnecessarily argumentative about itThis car is in my wife's name, with her contact information as the primary and mine as the secondaryYou chose mine? You chose not to contact me in the way I reached out to you? In my opinion, this is NOT a good businessA good business would not force their customer to go to these measures to get their money backA good company would not be condescending and out right rude when questioned about their practicesA GOOD business would contact their customer directlyA good business would also spell my name properlyThere are more than different variations of how MrWaikem spelled my nameThis oversight shows an utter lack of respect and attention to detailIf he cannot spell something that is right in front of him, how can he be sure he has the facts of this matter straight?I received a check in the mail last week, which again, I will not be cashing until all funds are received, as I do not accept this settlementIt also shows how arrogant this business is, as they have cut checks without even asking me if I would accept themThe balance remaining is $11.
Regards,
*** ***
In response to what you have spoken to your service providers about: everybody lies:Including this author? Not every system works the same wayIf youwant to verify the E-mail address is NO LONGER IN SERVICE then contact the Ohio*** *** *** ***, as they switched systems over a year ago and [email protected] is no longer in use for ANY member of the militaryI am not lyingto you, however, it does appear to be a lie that I was spoken to, DIRECTLY.This was the email that was given to us by the customer.I am seekingbeing reimburse my pro-rated costs for the days I did not have my vehiclebecause your company DID NOT provide me with a loaner car or rental car inaccordance with my lease agreement! OR Lie: lease agreement on back in section 15, maintenance:reads “ WE HAVE NO OBLIGATION TO PROVIDE YOU WITH A REPLACEMENT VEHICLE FOR ANYREASON”I also want tonote that the company never responded to the danger they put me in when theypicked me up to drive me miles to my vehicle instead of driving it to meIwould like to see where that is standard procedure for the industry orinaccordance with Waikem's policy. Danger we put him in, whatdanger? Very confused on this whole commentOur own associate went all the wayto Stow and back without any dangerSince we are a good business and just want to put thisbehind us I have authorized a check in the amount of $( balance of whatwas requested ) to be mailed to Mr***I can not nor do I have theauthority to change the lease contract as that is strictly between Mr***and ***I will as previously mentioned agree to reimburse him at lease end ifhe does indeed go over the allocated mileageDavid WaikemWaikem Auto Family
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Good Afternoon,I would like to make a few assertions:First, I did NOT receive any correspondence from this companyTheE-mail that was allegedly sent, was addressed to an E-mail that is no longer inservice, and hasn’t been for some time nowMr*** did NOT speak DIRECTLY tome, as claimedAn E-mail cannot be verified as received unless responded to,which it wasn’t since I never received itThat is why I escalated to theRevdex.comI did, however, reach out to the dealership viatelephone multiple times after the incident (prior to contacting the Revdex.com),without a return phone callI even left voicemails and messages with otheremployees with my proper contact informationI could have been reachedanytime, but they did not reach outIt would stand to reason they wouldcommunicate in the manner they were contacted, but instead chose to send anE-mail to an address no longer in service.Second, *** is the manwith whom I spoke initially and he did tell me it HAD to be towed to their location.I ACCEPT to be reimbursed the additional tow fee of $16.01. Third, the amount offuel used is in disputeI REJECT being reimburse only $for fuelAlthoughtheir calculation makes sense for the fuel burned while the car was beingdriven, it does not take into account the amount of fuel burned when the carwas idling during inspectionI have photographs and video supporting myposition and will provide that if necessaryMore than $of fuel was burnedand not replacedI would like to be reimburse $total for all fuel costsFourth, I REJECT beinggiven the overage in miles on the backendAs there is no legally bindingmodification to our lease agreement stating this and therefore cannot beenforced at that timeAlso, even if I do not go over my miles, they were mymiles to use, not the dealershipsSo I would like to be reimburse upfront forthemI would like to receive the $now not at the conclusion of my lease ($0.20x = $11.00).Last, the company didnot even speak to reimbursing me the prorated amount of $for the days the shop had myvehicle and did not loan me a vehicle or have a diagnosis (or even looked at).My vehicle was looked over in a matter of hours and should not have been in theshop the days it was($/ = x = $68). I received a check inthe mail last week and immediately contacted the company via telelphoneI lefta voicemail after being transferredNo response to dateThe check was for $20.51and did not have any documentation itemizing the refundI have not and willnot be cashing this check, as the matter is not resolvedI can appreciate therespectfulness of Mr*** and MrWaikem, however I still reject the proposedsettlementsEveryone makes mistakes, and it seems as if their employeesdropped the ball, so it is time to mafor itDesired outcome:$tow fee$fuel charge$mile overage$prorated leasepayment for days I was without my vehicleTotal : $
Regards,
*** ***
We are working with customer on this issue. We have had several circumstances over the years where either [redacted] show an accident and the other does not. The manufacturers we deal with allow us to use either one for verifying an accident, they will not allow us to "certify" one of...
their used vehicles that has been involved in an accident. The software program that all our dealerships use has an agreement with [redacted], that is why we use them. I have enclosed another example of why this is so frustrating to us, Honda has a connection with [redacted] and on this appraisal, the manager ran both and sure enough, [redacted] shows NO ACCIDENT an[redacted] shows AN ACCIDENT, in this instance [redacted] was wrong and [redacted] was correct. While you would think it would make sense to run both reports on every trade in, it is just too costly to do that. It is estimated that 80% of all used vehicles have had some type of bodywork, that is expected. What we are really concerned with is what is called a "branded" title. Mileage unknown or rolled back, salvage title, flood vehicle: for those type used cars, both [redacted] are usually right on. All we can do as dealers is use what is available and that is what we did, we never intentionally would ever sell a vehicle that was involved in an accident without telling the customer, that is not the way we do business. My brother [redacted] is involved with our Kia manager Wayne to find a solution to this complaint and I will keep in touch with the Revdex.com on how it is progressing.We have already been in contact with them and hope to have this resolved shortly. [redacted]Waikem Auto Family
We have already responded to this complaint directly to him, here is our original response:[redacted]
[redacted]
[redacted]
[redacted]"Mr [redacted],I apologize for any issues youhad...
with your [redacted]. Normally, they are very reliable and ourcustomers experience very few issues. Having an issue during the holidayscreates a significant stress for anyone, especially when it is hard to findassistance. I am not sure why the vehicle did not go to the nearest [redacted]dealership as warranty provides that assistance. That said, we wouldbe happy to assist you with filling your tank with gas. The reasonyour vehicle was driven 25 miles was to ensure that we did not miss any issuesand put you out with a problem that could leave you stranded. That isstandard operating procedure for any driveability issue or when majorrepairs are necessitated. The factory does not pay for the fuel or timeto perform that function. Since we did not sell your vehicle to you, (asfar as I can tell), I do not have any access to any policies or programs thatapply to your vehicle. You might check your warranty and with [redacted]consumer affairs to see if you have any type of trip interruption benefits thatmight apply to your situation. They are usually very helpful and perhapscould direct you in regards to what benefits apply to yourvehicle. Regards, [redacted]
[redacted]
[redacted]Since he has never been into our dealership since purchase, Mr. [redacted] didn't know we sold the car originally, however as you can see he did explain pretty well why we had to drive the car the 25 miles and he had already offered to FILL his tank as a way of appeasement. It appears now he is requesting fuel reimbursement for 55 miles and with a [redacted] getting 25 miles per gallon combined fuel and at $1.99 per gallon we will now agree to a dollar reimbursement of $4.50. As far as the mileage on the lease, if Mr. [redacted] does go over the allocated lease mileage by the 55 miles, at that time we will reimburse him the excess mileage charge of .20 X 55 miles for a total mileage reimbursement of $11.00 when he turns his lease in. Just forward to us the statement he will receive from [redacted] showing the over allowed mileage charge. I have also spoken with every service advisor on duty that day and no one ever tells a customer the car "HAS TO BE" towed to the selling dealer. Every [redacted] dealer is authorized to service any [redacted] under factory warranty so I do not know how that could have occurred, however as a one time goodwill I will also reimburse Mr. Treetle the amount of $ 16.01 as requested. With everything we will reimburse for today will total $4.50 for gas and the $16.01 for a total of $20.51. I will have our office mail out the check today, just have Mr. Treetel mail us the statement at lease end from [redacted] showing mileage excess and we will reimburse the 55 miles over, even though that is required to assure we repaired his vehicle as per [redacted] Warranty requirements.David WaikemWaikem Auto Family
Mr [redacted],
I apologize for any issues you had with your [redacted]. Normally, they are very reliable and our customers experience very few issues. Having an issue during the holidays creates a significant stress for anyone, especially when it is hard to find assistance. I am not sure why the vehicle did not go to the nearest [redacted] dealership as warranty provides that assistance. That said, we would be happy to assist you with filling your tank with gas. The reason your vehicle was driven 25 miles was to ensure that we did not miss any issues and put you out with a problem that could leave you stranded. That is standard operating procedure for any driveability issue or when major repairs are necessitated. The factory does not pay for the fuel or time to perform that function. Since we did not sell your vehicle to you, (as far as I can tell), I do not have any access to any policies or programs that apply to your vehicle. You might check your warranty and with [redacted] consumer affairs to see if you have any type of trip interruption benefits that might apply to your situation. They are usually very helpful and perhaps could direct you in regards to what benefits apply to your vehicle.
Regards,
David [redacted]
Fixed Operations Director
Waikem Hyundai/Mitsubishi/[redacted]/Subaru/Honda
3710 Lincolnway East
P.O. Box 4815
Massillon, OH 44646-4815
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Good Afternoon,Again, I have to reject the proposed settlement, as it is unfair to me as a consumer.I insist I receive compensation for the miles of my lease that were used by this company. They were willing to pay the cost in gas for those miles, so they should have to pay for using miles on my lease, as well. The proposal to pay only if I go over my allotted miles, on the backend, is not acceptable. If I were to purchase this car outright, I should have to eat this? I don't think so.In regards to statements made by Mr. David Waikem:1) Yes, your company put me in physical harms way when you made me ride with one of your associates to retrieve my vehicle. Do you have insurance for this purpose? You still have spoken about whether this is in line with your policy or even an industry standard/best practice. I would think not. If we had been in an accident, your company would have been liable for any and all damages I may have suffered. Perhaps you should think about doing this again in the future and return the car the proper way. 2) There are multiple ways I could have been contacted. You chose the worse possible way. Instead of owning up to it, you have been unnecessarily argumentative about it. This car is in my wife's name, with her contact information as the primary and mine as the secondary. You chose mine? You chose not to contact me in the way I reached out to you? In my opinion, this is NOT a good business. A good business would not force their customer to go to these measures to get their money back. A good company would not be condescending and out right rude when questioned about their practices. A GOOD business would contact their customer directly. A good business would also spell my name properly. There are more than 3 different variations of how Mr. Waikem spelled my name. This oversight shows an utter lack of respect and attention to detail. If he cannot spell something that is right in front of him, how can he be sure he has the facts of this matter straight?I received a check in the mail last week, which again, I will not be cashing until all funds are received, as I do not accept this settlement. It also shows how arrogant this business is, as they have cut 2 checks without even asking me if I would accept them. The balance remaining is $11.
Regards,
[redacted]
We have already responded to this complaint directly to him, here is our original response:[redacted]"Mr [redacted],I apologize for any issues youhad with your [redacted]....
Normally, they are very reliable and ourcustomers experience very few issues. Having an issue during the holidayscreates a significant stress for anyone, especially when it is hard to findassistance. I am not sure why the vehicle did not go to the nearest [redacted]dealership as warranty provides that assistance. That said, we wouldbe happy to assist you with filling your tank with gas. The reasonyour vehicle was driven 25 miles was to ensure that we did not miss any issuesand put you out with a problem that could leave you stranded. That isstandard operating procedure for any driveability issue or when majorrepairs are necessitated. The factory does not pay for the fuel or timeto perform that function. Since we did not sell your vehicle to you, (asfar as I can tell), I do not have any access to any policies or programs thatapply to your vehicle. You might check your warranty and with [redacted]consumer affairs to see if you have any type of trip interruption benefits thatmight apply to your situation. They are usually very helpful and perhapscould direct you in regards to what benefits apply to yourvehicle. Regards, [redacted]Since he has never been into our dealership since purchase, Mr. [redacted] didn't know we sold the car originally, however as you can see he did explain pretty well why we had to drive the car the 25 miles and he had already offered to FILL his tank as a way of appeasement. It appears now he is requesting fuel reimbursement for 55 miles and with a [redacted] getting 25 miles per gallon combined fuel and at $1.99 per gallon we will now agree to a dollar reimbursement of $4.50. As far as the mileage on the lease, if Mr. [redacted] does go over the allocated lease mileage by the 55 miles, at that time we will reimburse him the excess mileage charge of .20 X 55 miles for a total mileage reimbursement of $11.00 when he turns his lease in. Just forward to us the statement he will receive from [redacted] showing the over allowed mileage charge. I have also spoken with every service advisor on duty that day and no one ever tells a customer the car "HAS TO BE" towed to the selling dealer. Every [redacted] dealer is authorized to service any [redacted] under factory warranty so I do not know how that could have occurred, however as a one time goodwill I will also reimburse Mr. Treetle the amount of $ 16.01 as requested. With everything we will reimburse for today will total $4.50 for gas and the $16.01 for a total of $20.51. I will have our office mail out the check today, just have Mr. Treetel mail us the statement at lease end from [redacted] showing mileage excess and we will reimburse the 55 miles over, even though that is required to assure we repaired his vehicle as per [redacted] Warranty requirements.David WaikemWaikem Auto FamilyMr [redacted],I apologize for any issues you had with your [redacted]. Normally, they are very reliable and our customers experience very few issues. Having an issue during the holidays creates a significant stress for anyone, especially when it is hard to find assistance. I am not sure why the vehicle did not go to the nearest [redacted] dealership as warranty provides that assistance. That said, we would be happy to assist you with filling your tank with gas. The reason your vehicle was driven 25 miles was to ensure that we did not miss any issues and put you out with a problem that could leave you stranded. That is standard operating procedure for any driveability issue or when major repairs are necessitated. The factory does not pay for the fuel or time to perform that function. Since we did not sell your vehicle to you, (as far as I can tell), I do not have any access to any policies or programs that apply to your vehicle. You might check your warranty and with [redacted] consumer affairs to see if you have any type of trip interruption benefits that might apply to your situation. They are usually very helpful and perhaps could direct you in regards to what benefits apply to your vehicle. Regards, David [redacted]Fixed Operations DirectorWaikem Hyundai/Mitsubishi/[redacted]/Subaru/Honda3710 Lincolnway EastP.O. Box 4815Massillon, OH 44646-4815
We are working with customer on this issueWe have had several circumstances over the years where either [redacted] show an accident and the other does notThe manufacturers we deal with allow us to use either one for verifying an accident, they will not allow us to "certify" one of their used vehicles that has been involved in an accidentThe software program that all our dealerships use has an agreement with [redacted] , that is why we use themI have enclosed another example of why this is so frustrating to us, Honda has a connection with [redacted] and on this appraisal, the manager ran both and sure enough, [redacted] shows NO ACCIDENT an [redacted] shows AN ACCIDENT, in this instance [redacted] was wrong and [redacted] was correctWhile you would think it would make sense to run both reports on every trade in, it is just too costly to do thatIt is estimated that 80% of all used vehicles have had some type of bodywork, that is expectedWhat we are really concerned with is what is called a "branded" titleMileage unknown or rolled back, salvage title, flood vehicle: for those type used cars, both [redacted] are usually right onAll we can do as dealers is use what is available and that is what we did, we never intentionally would ever sell a vehicle that was involved in an accident without telling the customer, that is not the way we do businessMy brother [redacted] is involved with our Kia manager Wayne to find a solution to this complaint and I will keep in touch with the Revdex.com on how it is progressing.We have already been in contact with them and hope to have this resolved shortly [redacted] Waikem Auto Family
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Good Afternoon,Again, I have to reject the proposed settlement, as it is unfair to me as a consumer.I insist I receive compensation for the miles of my lease that were used by this companyThey were willing to pay the cost in gas for those miles, so they should have to pay for using miles on my lease, as wellThe proposal to pay only if I go over my allotted miles, on the backend, is not acceptableIf I were to purchase this car outright, I should have to eat this? I don't think so.In regards to statements made by MrDavid Waikem:1) Yes, your company put me in physical harms way when you made me ride with one of your associates to retrieve my vehicleDo you have insurance for this purpose? You still have spoken about whether this is in line with your policy or even an industry standard/best practiceI would think notIf we had been in an accident, your company would have been liable for any and all damages I may have sufferedPerhaps you should think about doing this again in the future and return the car the proper way2) There are multiple ways I could have been contactedYou chose the worse possible wayInstead of owning up to it, you have been unnecessarily argumentative about itThis car is in my wife's name, with her contact information as the primary and mine as the secondaryYou chose mine? You chose not to contact me in the way I reached out to you? In my opinion, this is NOT a good businessA good business would not force their customer to go to these measures to get their money backA good company would not be condescending and out right rude when questioned about their practicesA GOOD business would contact their customer directlyA good business would also spell my name properlyThere are more than different variations of how MrWaikem spelled my nameThis oversight shows an utter lack of respect and attention to detailIf he cannot spell something that is right in front of him, how can he be sure he has the facts of this matter straight?I received a check in the mail last week, which again, I will not be cashing until all funds are received, as I do not accept this settlementIt also shows how arrogant this business is, as they have cut checks without even asking me if I would accept themThe balance remaining is $ Regards, [redacted]
We have already responded to this complaint directly to him, here is our original response:*** [redacted] *** [redacted] ***"Mr [redacted] ,I apologize for any issues youhad with your [redacted] ***.... Normally, they are very reliable and ourcustomers experience very few issues. Having an issue during the holidayscreates a significant stress for anyone, especially when it is hard to findassistance. I am not sure why the vehicle did not go to the nearest ***dealership as warranty provides that assistance. That said, we wouldbe happy to assist you with filling your tank with gas. The reasonyour vehicle was driven 25 miles was to ensure that we did not miss any issuesand put you out with a problem that could leave you stranded. That isstandard operating procedure for any driveability issue or when majorrepairs are necessitated. The factory does not pay for the fuel or timeto perform that function. Since we did not sell your vehicle to you, (asfar as I can tell), I do not have any access to any policies or programs thatapply to your vehicle. You might check your warranty and with ***consumer affairs to see if you have any type of trip interruption benefits thatmight apply to your situation. They are usually very helpful and perhapscould direct you in regards to what benefits apply to yourvehicle. Regards, [redacted] [redacted] Since he has never been into our dealership since purchase, Mr. [redacted] didn't know we sold the car originally, however as you can see he did explain pretty well why we had to drive the car the 25 miles and he had already offered to FILL his tank as a way of appeasement. It appears now he is requesting fuel reimbursement for 55 miles and with a [redacted] getting 25 miles per gallon combined fuel and at $1.99 per gallon we will now agree to a dollar reimbursement of $4.50. As far as the mileage on the lease, if Mr. [redacted] does go over the allocated lease mileage by the 55 miles, at that time we will reimburse him the excess mileage charge of .20 X 55 miles for a total mileage reimbursement of $11.00 when he turns his lease in. Just forward to us the statement he will receive from [redacted] showing the over allowed mileage charge. I have also spoken with every service advisor on duty that day and no one ever tells a customer the car "HAS TO BE" towed to the selling dealer. Every [redacted] dealer is authorized to service any [redacted] under factory warranty so I do not know how that could have occurred, however as a one time goodwill I will also reimburse Mr. Treetle the amount of $ 16.01 as requested. With everything we will reimburse for today will total $4.50 for gas and the $16.01 for a total of $20.51. I will have our office mail out the check today, just have Mr. Treetel mail us the statement at lease end from [redacted] showing mileage excess and we will reimburse the 55 miles over, even though that is required to assure we repaired his vehicle as per [redacted] Warranty requirements.David WaikemWaikem Auto FamilyMr [redacted] ,I apologize for any issues you had with your [redacted] ***. Normally, they are very reliable and our customers experience very few issues. Having an issue during the holidays creates a significant stress for anyone, especially when it is hard to find assistance. I am not sure why the vehicle did not go to the nearest [redacted] dealership as warranty provides that assistance. That said, we would be happy to assist you with filling your tank with gas. The reason your vehicle was driven 25 miles was to ensure that we did not miss any issues and put you out with a problem that could leave you stranded. That is standard operating procedure for any driveability issue or when major repairs are necessitated. The factory does not pay for the fuel or time to perform that function. Since we did not sell your vehicle to you, (as far as I can tell), I do not have any access to any policies or programs that apply to your vehicle. You might check your warranty and with [redacted] consumer affairs to see if you have any type of trip interruption benefits that might apply to your situation. They are usually very helpful and perhaps could direct you in regards to what benefits apply to your vehicle. Regards, David ***Fixed Operations DirectorWaikem Hyundai/MitsubishiSubaru/Honda3710 Lincolnway EastP.O. Box 4815Massillon, OH 44646-4815
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Good Afternoon,Again, I have to reject the proposed settlement, as it is unfair to me as a consumer.I insist I receive compensation for the miles of my lease that were used by this companyThey were willing to pay the cost in gas for those miles, so they should have to pay for using miles on my lease, as wellThe proposal to pay only if I go over my allotted miles, on the backend, is not acceptableIf I were to purchase this car outright, I should have to eat this? I don't think so.In regards to statements made by MrDavid Waikem:1) Yes, your company put me in physical harms way when you made me ride with one of your associates to retrieve my vehicleDo you have insurance for this purpose? You still have spoken about whether this is in line with your policy or even an industry standard/best practiceI would think notIf we had been in an accident, your company would have been liable for any and all damages I may have sufferedPerhaps you should think about doing this again in the future and return the car the proper way. 2) There are multiple ways I could have been contactedYou chose the worse possible wayInstead of owning up to it, you have been unnecessarily argumentative about itThis car is in my wife's name, with her contact information as the primary and mine as the secondaryYou chose mine? You chose not to contact me in the way I reached out to you? In my opinion, this is NOT a good businessA good business would not force their customer to go to these measures to get their money backA good company would not be condescending and out right rude when questioned about their practicesA GOOD business would contact their customer directlyA good business would also spell my name properlyThere are more than different variations of how MrWaikem spelled my nameThis oversight shows an utter lack of respect and attention to detailIf he cannot spell something that is right in front of him, how can he be sure he has the facts of this matter straight?I received a check in the mail last week, which again, I will not be cashing until all funds are received, as I do not accept this settlementIt also shows how arrogant this business is, as they have cut checks without even asking me if I would accept themThe balance remaining is $11.
Regards,
*** ***
In response to what you have spoken to your service providers about: everybody lies:Including this author? Not every system works the same wayIf youwant to verify the E-mail address is NO LONGER IN SERVICE then contact the Ohio*** *** *** ***, as they switched systems over a year ago and [email protected] is no longer in use for ANY member of the militaryI am not lyingto you, however, it does appear to be a lie that I was spoken to, DIRECTLY.This was the email that was given to us by the customer.I am seekingbeing reimburse my pro-rated costs for the days I did not have my vehiclebecause your company DID NOT provide me with a loaner car or rental car inaccordance with my lease agreement! OR Lie: lease agreement on back in section 15, maintenance:reads “ WE HAVE NO OBLIGATION TO PROVIDE YOU WITH A REPLACEMENT VEHICLE FOR ANYREASON”I also want tonote that the company never responded to the danger they put me in when theypicked me up to drive me miles to my vehicle instead of driving it to meIwould like to see where that is standard procedure for the industry orinaccordance with Waikem's policy. Danger we put him in, whatdanger? Very confused on this whole commentOur own associate went all the wayto Stow and back without any dangerSince we are a good business and just want to put thisbehind us I have authorized a check in the amount of $( balance of whatwas requested ) to be mailed to Mr***I can not nor do I have theauthority to change the lease contract as that is strictly between Mr***and ***I will as previously mentioned agree to reimburse him at lease end ifhe does indeed go over the allocated mileageDavid WaikemWaikem Auto Family
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Good Afternoon,I would like to make a few assertions:First, I did NOT receive any correspondence from this companyTheE-mail that was allegedly sent, was addressed to an E-mail that is no longer inservice, and hasn’t been for some time nowMr*** did NOT speak DIRECTLY tome, as claimedAn E-mail cannot be verified as received unless responded to,which it wasn’t since I never received itThat is why I escalated to theRevdex.comI did, however, reach out to the dealership viatelephone multiple times after the incident (prior to contacting the Revdex.com),without a return phone callI even left voicemails and messages with otheremployees with my proper contact informationI could have been reachedanytime, but they did not reach outIt would stand to reason they wouldcommunicate in the manner they were contacted, but instead chose to send anE-mail to an address no longer in service.Second, *** is the manwith whom I spoke initially and he did tell me it HAD to be towed to their location.I ACCEPT to be reimbursed the additional tow fee of $16.01. Third, the amount offuel used is in disputeI REJECT being reimburse only $for fuelAlthoughtheir calculation makes sense for the fuel burned while the car was beingdriven, it does not take into account the amount of fuel burned when the carwas idling during inspectionI have photographs and video supporting myposition and will provide that if necessaryMore than $of fuel was burnedand not replacedI would like to be reimburse $total for all fuel costsFourth, I REJECT beinggiven the overage in miles on the backendAs there is no legally bindingmodification to our lease agreement stating this and therefore cannot beenforced at that timeAlso, even if I do not go over my miles, they were mymiles to use, not the dealershipsSo I would like to be reimburse upfront forthemI would like to receive the $now not at the conclusion of my lease ($0.20x = $11.00).Last, the company didnot even speak to reimbursing me the prorated amount of $for the days the shop had myvehicle and did not loan me a vehicle or have a diagnosis (or even looked at).My vehicle was looked over in a matter of hours and should not have been in theshop the days it was($/ = x = $68). I received a check inthe mail last week and immediately contacted the company via telelphoneI lefta voicemail after being transferredNo response to dateThe check was for $20.51and did not have any documentation itemizing the refundI have not and willnot be cashing this check, as the matter is not resolvedI can appreciate therespectfulness of Mr*** and MrWaikem, however I still reject the proposedsettlementsEveryone makes mistakes, and it seems as if their employeesdropped the ball, so it is time to mafor itDesired outcome:$tow fee$fuel charge$mile overage$prorated leasepayment for days I was without my vehicleTotal : $
Regards,
*** ***
We are working with customer on this issue. We have had several circumstances over the years where either [redacted] show an accident and the other does not. The manufacturers we deal with allow us to use either one for verifying an accident, they will not allow us to "certify" one of...
their used vehicles that has been involved in an accident. The software program that all our dealerships use has an agreement with [redacted], that is why we use them. I have enclosed another example of why this is so frustrating to us, Honda has a connection with [redacted] and on this appraisal, the manager ran both and sure enough, [redacted] shows NO ACCIDENT an[redacted] shows AN ACCIDENT, in this instance [redacted] was wrong and [redacted] was correct. While you would think it would make sense to run both reports on every trade in, it is just too costly to do that. It is estimated that 80% of all used vehicles have had some type of bodywork, that is expected. What we are really concerned with is what is called a "branded" title. Mileage unknown or rolled back, salvage title, flood vehicle: for those type used cars, both [redacted] are usually right on. All we can do as dealers is use what is available and that is what we did, we never intentionally would ever sell a vehicle that was involved in an accident without telling the customer, that is not the way we do business. My brother [redacted] is involved with our Kia manager Wayne to find a solution to this complaint and I will keep in touch with the Revdex.com on how it is progressing.We have already been in contact with them and hope to have this resolved shortly. [redacted]Waikem Auto Family
We have already responded to this complaint directly to him, here is our original response:[redacted]
[redacted]
[redacted]
[redacted]"Mr [redacted],I apologize for any issues youhad...
with your [redacted]. Normally, they are very reliable and ourcustomers experience very few issues. Having an issue during the holidayscreates a significant stress for anyone, especially when it is hard to findassistance. I am not sure why the vehicle did not go to the nearest [redacted]dealership as warranty provides that assistance. That said, we wouldbe happy to assist you with filling your tank with gas. The reasonyour vehicle was driven 25 miles was to ensure that we did not miss any issuesand put you out with a problem that could leave you stranded. That isstandard operating procedure for any driveability issue or when majorrepairs are necessitated. The factory does not pay for the fuel or timeto perform that function. Since we did not sell your vehicle to you, (asfar as I can tell), I do not have any access to any policies or programs thatapply to your vehicle. You might check your warranty and with [redacted]consumer affairs to see if you have any type of trip interruption benefits thatmight apply to your situation. They are usually very helpful and perhapscould direct you in regards to what benefits apply to yourvehicle. Regards, [redacted]
[redacted]
[redacted]Since he has never been into our dealership since purchase, Mr. [redacted] didn't know we sold the car originally, however as you can see he did explain pretty well why we had to drive the car the 25 miles and he had already offered to FILL his tank as a way of appeasement. It appears now he is requesting fuel reimbursement for 55 miles and with a [redacted] getting 25 miles per gallon combined fuel and at $1.99 per gallon we will now agree to a dollar reimbursement of $4.50. As far as the mileage on the lease, if Mr. [redacted] does go over the allocated lease mileage by the 55 miles, at that time we will reimburse him the excess mileage charge of .20 X 55 miles for a total mileage reimbursement of $11.00 when he turns his lease in. Just forward to us the statement he will receive from [redacted] showing the over allowed mileage charge. I have also spoken with every service advisor on duty that day and no one ever tells a customer the car "HAS TO BE" towed to the selling dealer. Every [redacted] dealer is authorized to service any [redacted] under factory warranty so I do not know how that could have occurred, however as a one time goodwill I will also reimburse Mr. Treetle the amount of $ 16.01 as requested. With everything we will reimburse for today will total $4.50 for gas and the $16.01 for a total of $20.51. I will have our office mail out the check today, just have Mr. Treetel mail us the statement at lease end from [redacted] showing mileage excess and we will reimburse the 55 miles over, even though that is required to assure we repaired his vehicle as per [redacted] Warranty requirements.David WaikemWaikem Auto Family
Mr [redacted],
I apologize for any issues you had with your [redacted]. Normally, they are very reliable and our customers experience very few issues. Having an issue during the holidays creates a significant stress for anyone, especially when it is hard to find assistance. I am not sure why the vehicle did not go to the nearest [redacted] dealership as warranty provides that assistance. That said, we would be happy to assist you with filling your tank with gas. The reason your vehicle was driven 25 miles was to ensure that we did not miss any issues and put you out with a problem that could leave you stranded. That is standard operating procedure for any driveability issue or when major repairs are necessitated. The factory does not pay for the fuel or time to perform that function. Since we did not sell your vehicle to you, (as far as I can tell), I do not have any access to any policies or programs that apply to your vehicle. You might check your warranty and with [redacted] consumer affairs to see if you have any type of trip interruption benefits that might apply to your situation. They are usually very helpful and perhaps could direct you in regards to what benefits apply to your vehicle.
Regards,
David [redacted]
Fixed Operations Director
Waikem Hyundai/Mitsubishi/[redacted]/Subaru/Honda
3710 Lincolnway East
P.O. Box 4815
Massillon, OH 44646-4815
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Good Afternoon,Again, I have to reject the proposed settlement, as it is unfair to me as a consumer.I insist I receive compensation for the miles of my lease that were used by this company. They were willing to pay the cost in gas for those miles, so they should have to pay for using miles on my lease, as well. The proposal to pay only if I go over my allotted miles, on the backend, is not acceptable. If I were to purchase this car outright, I should have to eat this? I don't think so.In regards to statements made by Mr. David Waikem:1) Yes, your company put me in physical harms way when you made me ride with one of your associates to retrieve my vehicle. Do you have insurance for this purpose? You still have spoken about whether this is in line with your policy or even an industry standard/best practice. I would think not. If we had been in an accident, your company would have been liable for any and all damages I may have suffered. Perhaps you should think about doing this again in the future and return the car the proper way. 2) There are multiple ways I could have been contacted. You chose the worse possible way. Instead of owning up to it, you have been unnecessarily argumentative about it. This car is in my wife's name, with her contact information as the primary and mine as the secondary. You chose mine? You chose not to contact me in the way I reached out to you? In my opinion, this is NOT a good business. A good business would not force their customer to go to these measures to get their money back. A good company would not be condescending and out right rude when questioned about their practices. A GOOD business would contact their customer directly. A good business would also spell my name properly. There are more than 3 different variations of how Mr. Waikem spelled my name. This oversight shows an utter lack of respect and attention to detail. If he cannot spell something that is right in front of him, how can he be sure he has the facts of this matter straight?I received a check in the mail last week, which again, I will not be cashing until all funds are received, as I do not accept this settlement. It also shows how arrogant this business is, as they have cut 2 checks without even asking me if I would accept them. The balance remaining is $11.
Regards,
[redacted]
We have already responded to this complaint directly to him, here is our original response:[redacted]"Mr [redacted],I apologize for any issues youhad with your [redacted]....
Normally, they are very reliable and ourcustomers experience very few issues. Having an issue during the holidayscreates a significant stress for anyone, especially when it is hard to findassistance. I am not sure why the vehicle did not go to the nearest [redacted]dealership as warranty provides that assistance. That said, we wouldbe happy to assist you with filling your tank with gas. The reasonyour vehicle was driven 25 miles was to ensure that we did not miss any issuesand put you out with a problem that could leave you stranded. That isstandard operating procedure for any driveability issue or when majorrepairs are necessitated. The factory does not pay for the fuel or timeto perform that function. Since we did not sell your vehicle to you, (asfar as I can tell), I do not have any access to any policies or programs thatapply to your vehicle. You might check your warranty and with [redacted]consumer affairs to see if you have any type of trip interruption benefits thatmight apply to your situation. They are usually very helpful and perhapscould direct you in regards to what benefits apply to yourvehicle. Regards, [redacted]Since he has never been into our dealership since purchase, Mr. [redacted] didn't know we sold the car originally, however as you can see he did explain pretty well why we had to drive the car the 25 miles and he had already offered to FILL his tank as a way of appeasement. It appears now he is requesting fuel reimbursement for 55 miles and with a [redacted] getting 25 miles per gallon combined fuel and at $1.99 per gallon we will now agree to a dollar reimbursement of $4.50. As far as the mileage on the lease, if Mr. [redacted] does go over the allocated lease mileage by the 55 miles, at that time we will reimburse him the excess mileage charge of .20 X 55 miles for a total mileage reimbursement of $11.00 when he turns his lease in. Just forward to us the statement he will receive from [redacted] showing the over allowed mileage charge. I have also spoken with every service advisor on duty that day and no one ever tells a customer the car "HAS TO BE" towed to the selling dealer. Every [redacted] dealer is authorized to service any [redacted] under factory warranty so I do not know how that could have occurred, however as a one time goodwill I will also reimburse Mr. Treetle the amount of $ 16.01 as requested. With everything we will reimburse for today will total $4.50 for gas and the $16.01 for a total of $20.51. I will have our office mail out the check today, just have Mr. Treetel mail us the statement at lease end from [redacted] showing mileage excess and we will reimburse the 55 miles over, even though that is required to assure we repaired his vehicle as per [redacted] Warranty requirements.David WaikemWaikem Auto FamilyMr [redacted],I apologize for any issues you had with your [redacted]. Normally, they are very reliable and our customers experience very few issues. Having an issue during the holidays creates a significant stress for anyone, especially when it is hard to find assistance. I am not sure why the vehicle did not go to the nearest [redacted] dealership as warranty provides that assistance. That said, we would be happy to assist you with filling your tank with gas. The reason your vehicle was driven 25 miles was to ensure that we did not miss any issues and put you out with a problem that could leave you stranded. That is standard operating procedure for any driveability issue or when major repairs are necessitated. The factory does not pay for the fuel or time to perform that function. Since we did not sell your vehicle to you, (as far as I can tell), I do not have any access to any policies or programs that apply to your vehicle. You might check your warranty and with [redacted] consumer affairs to see if you have any type of trip interruption benefits that might apply to your situation. They are usually very helpful and perhaps could direct you in regards to what benefits apply to your vehicle. Regards, David [redacted]Fixed Operations DirectorWaikem Hyundai/Mitsubishi/[redacted]/Subaru/Honda3710 Lincolnway EastP.O. Box 4815Massillon, OH 44646-4815