Choice Auto Sales

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowFrom the time that I purchased my car, until the time that Choice Auto repaired the $sensor on my car, I made no less than calls to get that resolved1) 1/- min 9:30AM 2) 1/- min 2:04PM 3) 1/- min 3:39PM 4) 1/- min 4:40PM 5) 1/- min 12:20PM 6) 1/- min 10:32AM 7) 1/- min 3:23PM 8) 1/- min 6:24PM 9) 1/- min 9:52AM 10) 1/- min 9:18AM 11) 1/- min 3:41PM 12) 1/- min 3:10PM 13) 2/- min 3:54PM 14) 2/- min 4:15PM 15) 2/- min 3:25PM 16) 2/- min 11:56AM 17) 2/- min 3:06PM These calls can be verified via my cell phone bill As you can tell, there were several times I called in the same day trying to reach my salesperson, **, as I was told that HE was the ONLY person who could resolve my mechanical issues I would continually leave messages for him to call me, to no avail Choice Auto had NO INTEREST in wanting to resolve my brake issues Your response did not address AT ALL the fact that my brakes were failing on me You were aware of the problem as I was told your mechanic cleaned out some leaves/debris and things when they installed the above mentioned sensor because my internet research had lead me to thinking it was due to water accumulating in the plenum(?) and/or under where the battery sits, which I mentioned to ** THIS WAS ALL YOU DID TO ADDRESS THE FACT THAT MY BRAKES HAD FAILED ON ME Your response does NOT address my gas gauge issue AT ALL I purchased the car on the 7th, and ran out of gas on January 10th, the very FIRST time I needed to put gas into the vehicle It ran out again weeks later, no gas light came on and gauge was reading over 1/tank, same as the first time it ran out DJ was aware that my gas gauge was not functioning when I called about the brakes and came in to get the brakes fixed and he told me that I should consider myself lucky that you were fixing the sensor because "the car was sold AS IS and not your responsibility"Is it any wonder that I sought another source to fix my engine when it broke down considering that even for a simple $fix it took calls to get it resolved, not to mention that the other issues you refused to address? The day warranty, which you seem shocked to see, came directly from the warranty company that I purchased from you - Cars Protection Plus [redacted] DID go back to [redacted] to get them to address the coolant/head gasket issue, and they insisted the engine ONLY had a day warranty on it The extended warranty would have kicked in AFTER the engine had blown up - and we had already attempted to get them to fix the gas gauge issue under the first warranty and they refused It was WITH the warranty that came with the car where I incurred almost $in expenses and you wonder why I didn't purchase the extended warranty? There was NO insistence either that I get the extended warranty This is a complete fabrication I would not be in the engine/coolant/headgasket predicament that I'm in had you sold me a suitable trustworthy sound vehicle., one with a working gas gauge, working breaks, and a good engine Regards, [redacted] ***

We received you r letter as well as a copy of the complaint submitted by Ms [redacted] with regard to a 2006Audi Athat was purchased from Choice Auto Sales on January 7, There are several misstatements madein this complaint that I would like to address and several issues that I have to disagree with.Ms [redacted] had the vehicle pre-sale safety checked at a local Audi dealership, [redacted] ***They looked theentire vehicle over and found no issues with it but some minor issues that we took care of prior to the saleShechoose this dealership to have the vehicle looked over on her own accord, and this independent facility foundno faults with the vehicleObviously, if the faults that she has discussed with the vehicle were evident at thetime of sale, either our internal technicians or the technicians at [redacted] would have discovered them.The initial issue with the brake system was simply a brake light switchThis switch does nothing more thanactivate the brake lights on the vehicleIt has nothing to do with the brakes "failing" nor stopping the vehicle, itsimply activates the brake lightsWe initially asked Ms [redacted] to bring the vehicle out to diagnose this car withthe idea that we would fix it on the spot if we could or would have to order the parts and have her return ifneededThis repair was completed in mid-February and was completed with an $partThe only reasonthis took weeks to repair is that we waited for Ms [redacted] to return with the vehicle for it to be repaired.The engine issue has absolutely nothing to do with Choice Auto SalesWe were not informed of this problemuntil after the repairs had already been completedMs [redacted] was informed at this time that we would havepreferred that she contact us prior to initiating the repairs, but she had already found another repair shop andauthorized the repair to beginAny and all issues associated with this fall directly on Ms [redacted] and the newrepair shop whom she had complete the repairsFurthermore, we have never heard of a seven day warranty onan engine jobThere is typically an industry standard ninety-day warranty on parts and labor with any majormechanical repair, and often times a one year warranty.It should also be noted that Ms [redacted] was offered and turned down an extended service contract that wouldhave paid much more for labor and this repair, but she declined the additional coverageWe actually imploredher to purchase this contract due to the extremely high cost of service and maintenance of these Germanautomobiles, but she declinedI would have to venture to say that there is a claim against the service facility that installed the engine and sheshould look into that prospect instead of dragging Choice Auto Sales through the mudShe clearly states thatthis repair was done on her own accord and did not notify our dealership until after the repairs were completed.She only notified us when she was asking us to pay her rental car billWe were not required to help in any way,but paid $towards her bill for good will.The current issue with the coolant leak was never a problem until the engine was installed, therefore is not ourresponsibilityThis is an issue with the garage that installed the engine, and Ms [redacted] should be asking them toaccept responsibilityAs far as the potential head gasket issue, this could be associated with the coolant leakand it is very possible (and highly probable) that Ms [redacted] overheated the car and caused the head gasket to gobadOnce again, I would advise her to return to the repair facility that she choose and ask them for a remedy.There is also an accusation about a faulty ball jointHad this been an issue at the time of purchase, it wouldhave been discovered by our internal technician and certainly by [redacted] when the pre-sale inspectionwas doneOnce again, a vehicle service contract would have covered this had one been purchased.In closing, this is an unfortunate situation that has developedThe service facility that repaired the vehicle issolely responsible for the issues with the coolant leak because it is evident that this problem did not occur untilafter the engine was installedHad Choice Auto Sales been informed of the engine issue prior to the job beingcompleted, we would certainly have done whatever we could to offset any costs associated with the repairs, andmore than likely offered to have the vehicle repaired in-house at a cost that was covered by the warrantycompanyHowever, the customer took matters into her own hands and made decisions without consulting us.Now she needs to take responsibility for her decisionsShe neglected to purchase an extended service contractand she decided to trust someone else to repair the vehicleAgain, there was no consultation with Choice AutoSales until the vehicle was already re[paired.I would suggest that Ms [redacted] approach the repair facility and possibly speak with the warranty company andsee if there is an additional warranty on the repairsShe should also attempt to contact the distributor who soldthe engine and see if a warranty is availableUnfortunately, as far as Choice Auto Sales is concerned we are notgoing to assist in any additional repairs.Kirk R [redacted] Choice Auto Sales

I am writing this letter with regard to a complaint that was received from your company that was filed by [redacted] on a Subaru WRX I appreciate the opportunity to discuss this complaint and hope that you will be able to make a determination when you have our side of the story I am not going to spend the time discussing accusations about when the vehicle was serviced or what Ms [redacted] was promised, but I can only tell you how we typically handle these situations We definitely installed new brakes and resurfaced the rotors on the vehicle when the car was serviced here on April 4, These brake pads have (had) a lifetime warranty on them We also addressed the issue with the Tire Pressure Monitoring System as was requested by the customer We were notified on or about December 29, of an issue with the vehicles brakes We were told by the customer that the vehicle was in need of all four brake calipers, all four brake rotors, and both front and rear brakes We informed the customer that the warranty that was purchased would in fact cover the brake calipers if they were faulty, and if they were deemed faulty and caused the other components to fail they too would be covered We also informed the customer that the unlikely hood of all four calipers to be faulty was so highly unlikely that we could almost guarantee that this was not the case and we requested that the customer bring the vehicle back to us for a second opinion We asked the customer if the vehicle was driven to the current shop, and she said it was She informed us that the mechanic at the current shop said ‘the car was unsafe to drive’, but the customer had been driving it in that fashion for some time We spoke with the customer and told her that $2,for a brake repair sounded excessive and we were not sure what, if anything, the warranty would cover We even offered to have the car picked up or towed in to save the customer the aggravationWe informed Ms [redacted] that we ***d out the worst case scenario if her vehicle needed every possible part for the braking system and the sum total of everything was not $ With this said, labor was estimated to be less that three hours The total repair cost of doing this COMPLETE job would have been $if everything was needed We explained to the customer that it was our opinion that the repair shop was overcharging her for the repairs and that in all of our years of doing this work, we have never seen all four brake calipers go on a car at once It is also very unlikely that even two calipers were bad at the same time I cannot speak for the warranty company, but they did opt to send out an adjuster to see the vehicle If the calipers were deemed faulty, they would definitely have been covered and replaced However, if the repair shop could not show they were faulty, they would not have been authorized and replaced As to the statement that we would ‘salvage’ the calipers, I was told that no one at Choice Auto Sales used that terminology However, if they did use that terminology, it would have been meant to imply that the parts were not faulty and probably did not need replaced If and when a brake caliper goes bad, the caliper locks up in the “on” position, meaning the brakes are always being applied If all four brake calipers were bad, the car would not be able to be moved If one was bad, the car would pull drastically to that side, the wheel would be covered in brake dust, and the rotor and brakes would be smoking constantly We asked Ms [redacted] if the vehicle was drivable and driven into the repair shop, and she stated that it was This leads me to believe that the rotors either needed resurfaced or replaced, and this is not a very expensive or labor intensive job The reason why a rotor would need to be resurfaced is that in this weather, rotors rust from not being used Resurfacing the rotors simply shaves off one or two thousandths of an inch to smooth the surface and take away a brake pulsationI sincerely hope that if it is decided that the repair facility was the party responsible for not putting the claim through properly, that they are the ones who are made to handle this claim I have a hard time believing that the warranty inspector would have shown up minutes late for an appointment and left I was in contact with the warranty company and their notes indicate the following: “The current repair facility is requesting all calipers and all brake hosesWe sent an inspector to verify the reported failuresThe inspector only verified a concern with the front two calipersThe calipers were not removed to inspect the pistons or slides.” This tells me that the vehicle was supposed to be torn down and ready for a visual inspection, but was not There would be no reason for an inspector to drive the vehicle to see if the calipers were faulty There is also an allegation made that the warranty company said “there has not been enough paid into the warranty yet” I have never heard anything like that and wonder if the repair provider said this to the customer to cover themselvesI apologize for the issues that have taken place in this situation I feel that Ms [redacted] was not treated with the amount of respect that she should have been here at Choice and we should have done more to help her When I was informed of this potential issue, I asked that we get the car back here immediately Too often it happens that repair facilities take advantage of customers, especially when they have someone else to blame I am not stating that this is the situation in this case, but it seems that the customer was being overcharged If the repair facility did not do what the warranty company requested, the claim will not be paid If the parts are not deemed faulty, the claim will not be approved I would have covered this car for free internally but the customer refused to allow us to handle the vehicle I am sorry to say, but it is not our responsibility to pay for a repair that the customer took elsewhere We offered to do this internally and the customer thought that we were unqualified to help her We have direct experience dealing with warranty companies and have ASE certified technicians who are also State certified for safety and emission inspections I am currently looking into whether or not we can get the customer a refund for some or all of the repairs that were performed In order to help handle this, I will need a copy of the repair invoice from the repair facility from Ms*** Please feel free to contact me with any questions or concerns with regard to this Sincerely, Kirk R [redacted] Choice Auto Sales

I am attaching an email to address a previously filed complaint from [redacted] My response was one sent to the Pennsylvania Department of State, and they found it to be satisfactory and closed the case without finding any fault on our part I apologize for not addressing this issue earlier, but our policy is to wait until any legal matters are resolved before addressing other types of complaints.We also may be interested in joining the Revdex.com in the near future Can someone email me details with regard to what would need to be done for this? Sincerely, [redacted] * [redacted] Choice Auto Sales Department of State Bureau of Enforcement and Investigation RE: [redacted] To Whom It May Concern;I am writing this letter in regard to an investigation involving [redacted] and her purchase of a Hyundai Sonata bearing the VIN [redacted] The car was sold with a month 4,mile warranty This vehicle was represented the same way we represent every car, and was serviced and inspected prior to the sale We spent approximately $1,servicing and readying the car for resale During this process, we installed new brakes and rotors, did an oil change, replaced the ball joints, and had a Pennsylvania State certified inspection garage perform a new PA safety and emissions inspection The vehicle serviced properly and there were no indications that there were any major issues with the car Ms [redacted] stated in her complaint that we mislead her with regard to the condition of the car This is completely untrue and unfounded We service and inspect every car that we sell, and take great pride in the service that we provide It is unfortunate what happened to Ms [redacted] and her vehicle, but we were never informed about the issues until well after the situation occurred She purchased the vehicle almost a year and a half ago and declined to purchase an additional service contract If she had purchased an additional contract, the engine that she claimed went bad most certainly would have been covered under her warranty Ms [redacted] also stated that her saleman, Karim Hashimi, told her that he was not going to be paid a commission on the deal unless she financed the car, somehow trying to elude to MrHashimi attempting to take advantage of her This is completely untrue and the only thing that was stated was that Ms [redacted] asked for a “cash” discount and MrHashimi possibley responded with a statement that all of our saleman are trained to say in that situation: “We do not discount vehicles for cash, and actually prefer that you finance because the banks pay us additional money when we finance for them” This is a true statement based on the fact that banks pay us additional money, either in the form of a reserve payment or a flat fee, based on financing For Ms [redacted] to claim that we tried to get her to financed the car is completely untrue, and MrHashimi was not even compensated on these payments from the banks I am not saying that Ms [redacted] is lying, but if this is the situation, she definitely misunderstood and misread what was said to her.I would like to conclude this letter by saying that my dealership actually lost money to sell Ms [redacted] the automobile We spent a lot of money trying to ensure the vehicle was of good quality, and never would have sold the car if we knew the engine would go bad after 3,miles With that said, we would have gladly tried to assist Ms [redacted] with repairs if we were notified and would have attempted to make the situation right, but we were never notified It is sad to think that she has attempted to smear our reputation by lodging a formal complaint without even attempting to call us to help her in this situation This dealership spends thousands of dollars monthly in “goodwill” repairs trying to maintain healthy customer relationships, and this pays off great dividends We sell almost one-thousand vehicles a year and have a strong repeat and referral business That would not be the case if we took advantage of customers and did not stand behind the product that we sell Please feel free to contact me with any questions or concerns regarding this letter Sincerely, [redacted] * [redacted] Managing Partner, Choice Auto Sales

To Whom It May Concern: I recently received a complaint from your office with regard to the above referenced customer and had a chance to look into the situation and review the facts of the case It seems that the customer had moved shortly after they purchased the vehicle from Choice Auto Sales and there was an issue with their paperwork that we sent to the Commonwealth of PA and the Department of Motor Vehicles We at Choice Auto Sales did our part in processing the paperwork and sending it to the state and the DMV Unfortunately, we are not notified once paperwork is rejected to the customer and we have no way of knowing when paperwork is rejected unless the customer contacts us We did look into this deal and verified that the Commonwealth did cash the check that Choice Auto Sales sent in to pay for the taxes and registration We are currently working with the customer to get the matter resolved and the customer their registration However, this requires cooperation from the customer and is not something that we can do on our won without the customer coming in to our office What happened in this situation is quite unique The customer moved shortly after purchasing the vehicle There was an issue with the paperwork that was submitted to the Commonwealth, and they sent the paperwork to the customer However, the paperwork is not able to be forwarded to a new address When this happens, it is sent back to the state and put in a file labeled “unclaimed” It sits in this file until we are informed and look into the issue We as the submitting agent (or dealer) are never notified of this error or issue until the customer contacts us that the paperwork was never received in their name We did look into this matter, and the check that we submitted cleared the bank It is now up to the customer to help us get this situation resolved, as there is nothing we can do as a third party to ensure it gets processed We are trying to work with the customer currently to get this resolved and to get the customer their valid registration I apologize if the customer feels that we are being unapologetic, but we are trying to get this handled We accept responsibility for the situation, but we are not at fault and did not create it However, it is extremely important to us to ensure that [redacted] is made happy and we will do whatever is needed to get her paperwork processed and the vehicle registered properly Please feel free to contact me with any questions regarding this matter Sincerely, Kirk Rettger Choice Auto Sales

We would like to take the time to respond to the complaint and comments that was brought forth by *** * ***. We contacted Mr*** to discuss this and he was unaware of the complaint. He stated his wife opened it without his knowledge or consent. With that said,
we have attempted to remedy the situation and obtained the title that was lost in transit from the Department of Transportation. We notified the customer and asked them to come in and sign the document, which they declined. We then offered to send an agent to Mr*** to have it signed, and he would not respond to us. We have done all we could to attempt to satisfy this situation in a timely manner and the customer has decided to not cooperate and make this difficult. We have sent the title to the Department of Transportation and sent an affidavit with it stating the customer refused to sign the document. We have notified the customer that this was done and provided them with the tracking number of the package that was sent. We have also notified the customer that this will add approximately 8-weeks to the time frame of having the title processed, but that was their decision to not cooperateWe informed the customer that if they signed the PA title, we could process it in real time online theough our portal with the Commonwealth and they would have the title in 3-days. We have fulfilled our end of the transaction and have done what the customers asked to satisfy this situation. This appears to be a situation where the customer will not be satisfied regardless of what we do. I will not be able to respond to the other aspects of this complaint due to possible litigation. Please feel free to contact me with any questions regarding this matter. Sincerely, Kirk *R***Choice Auto Sales

These people sold me a newly inspected 4RunnerWhen I took it to a well known mechanic in the area, he told me the frame was completed rusted and this vehicle was not safe for the roadAfter trying to sell the vehicle back that offered me a price 50% lower than what they sold it to me forI also purchased an extended warranty and received zero refund

Mr***s response to my complaint is highly unprofessional. I have a receipt from the Auto Shop that had to replace the rotors and brakes within one year of purchase. I find it hard to believe that rotors and brakes go bad within that time frame. I have a witness who confirms everything that MrHashimi stated during the purchase. When the car engine died, I researched on line my options and discovered that purchases of used cars by small dealerships are a high risk. I made a poor decision to purchase a car from this dealership and the end result I lost close to $8,dollars with all the repairs, as other items needed repaired. I have all the repair slips if I need to produce. I am a single parent with children, I do not have a lot of money
When I initially contacted the Revdex.com with a complaint, the dealer ship did not respond until it received a visit from the State. The dealership has an F rating. The dealership would never have responded had the state not made a trip to the buisiness. Again, I am not seeking any type of compensation as I chalk this issue up as a costly learning experience
Since then, I have purchased a car from a reputable dealership and purchased a year warranty
Sincerely,
*** ***

I am writing in response to the letter you sent us regarding ID#***As stated in the letter the
customer did make us aware of some problems she was experiencing with the vehicleAt that time we
scheduled an appointment for the vehicle to be diagnosedI have attached the work
order from Nick’s
Auto Repair showing the work that was performed on vehicleShe complained that the battery light
was coming on, The technician could not get the light to come on, but tested both the alternator and
batteryThe technician found the battery and alternator to be fineHe did change the alternator belt as
well as put a new battery in the vehicle to make sureAfter having the mentioned work done as well as
an oil change and new tires being put on, we were not made aware of any more problems until nowI
have since spoken with MrsLong and have made arrangements with her to have the problems
addressed
As always, we are more than willing to work with the customer to make sure she is satisfied with her
purchaseHowever, it is Impossible for us to know if there is an issue unless we are notified, The
customer never mentioned any additional issues until after she had notified the Revdex.com
Should you have any additional questions or concerns on this matter please feel free to contact me
Sincerely,
ChoiceAuto Sales

I am writing this to respond to a complaint lodged by *** *** regarding a credit inquiry and the fact that she was not called back with regard to the status of the vehicle The vehicle is actually not repaired yet, hence the reason for no returned call We have it scheduled to be in
the shop at the dealer in the middle of this week, and had planned to call Ms*** when this was there.With regard to the ‘hard credit inquiries’, we needed to pull credit and send to financial institutions to attempt to obtain financing Ms*** was aware of this and even provided additional co-signer information when asked for it She has the ability to call Experian, Equifax, and Trans Union to remove the inquiries, but this is not something we are able to do for her Furthermore, Ms*** signed a credit application as well as a privacy statement allowing Choice Auto Sales to review her credit She then responded with an online application agreeing for us to pull her co-signers credit as well I apologize for Ms*** dissatisfaction with us, but we did nothing wrong in this situation We will help her in any way we can to resolve the credit issues with the credit reporting agencies.Sincerely,Kirk ** R***Choice Auto Sales

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.From the time that I purchased my car, until the time that Choice Auto repaired the $sensor on my car, I made no less than calls to get that resolved.1) 1/- min 9:30AM2) 1/- min 2:04PM3) 1/- min 3:39PM4) 1/- min 4:40PM5) 1/- min 12:20PM6) 1/- min 10:32AM7) 1/- min 3:23PM8) 1/- min 6:24PM9) 1/- min 9:52AM10) 1/- min 9:18AM11) 1/- min 3:41PM12) 1/- min 3:10PM13) 2/- min 3:54PM14) 2/- min 4:15PM15) 2/- min 3:25PM16) 2/- min 11:56AM17) 2/- min 3:06PMThese calls can be verified via my cell phone bill As you can tell, there were several times I called in the same day trying to reach my salesperson, **, as I was told that HE was the ONLY person who could resolve my mechanical issues I would continually leave messages for him to call me, to no avail Choice Auto had NO INTEREST in wanting to resolve my brake issues Your response did not address AT ALL the fact that my brakes were failing on me You were aware of the problem as I was told your mechanic cleaned out some leaves/debris and things when they installed the above mentioned sensor because my internet research had lead me to thinking it was due to water accumulating in the plenum(?) and/or under where the battery sits, which I mentioned to ** THIS WAS ALL YOU DID TO ADDRESS THE FACT THAT MY BRAKES HAD FAILED ON ME Your response does NOT address my gas gauge issue AT ALL I purchased the car on the 7th, and ran out of gas on January 10th, the very FIRST time I needed to put gas into the vehicle It ran out again weeks later, no gas light came on and gauge was reading over 1/tank, same as the first time it ran out DJ was aware that my gas gauge was not functioning when I called about the brakes and came in to get the brakes fixed and he told me that I should consider myself lucky that you were fixing the sensor because "the car was sold AS IS and not your responsibility".Is it any wonder that I sought another source to fix my engine when it broke down considering that even for a simple $fix it took calls to get it resolved, not to mention that the other issues you refused to address? The day warranty, which you seem shocked to see, came directly from the warranty company that I purchased from you - Cars Protection Plus *** *** DID go back to *** *** *** to get them to address the coolant/head gasket issue, and they insisted the engine ONLY had a day warranty on it The extended warranty would have kicked in AFTER the engine had blown up - and we had already attempted to get them to fix the gas gauge issue under the first warranty and they refused It was WITH the warranty that came with the car where I incurred almost $in expenses and you wonder why I didn't purchase the extended warranty? There was NO insistence either that I get the extended warranty This is a complete fabrication I would not be in the engine/coolant/headgasket predicament that I'm in had you sold me a suitable trustworthy sound vehicle., one with a working gas gauge, working breaks, and a good engine Regards,
*** ***

This is an unfortunate situation and I am disappointed with the response from Choice Auto Sales I have never done business with a small auto sales dealership unsure of how they conduct businessI specifically told the salesman that I did not want unnecessary hard inquiries on my report if the vehicle is a lemonI also told him that I would need to test drive the vehicle before applying for credit financing.I was told he spoke with the manager at * * * *** and that he just ordered the part day which wise march 24th and it would be in by Monday March 29th The salesman suggested that I provide my information now and he would not do anything with my credit until the vehicle was fixed and legally allowed to be test drivenAgain that never happened and I have these hard inquiries on my credit report and dropped my Fico score significantly and unnecessarilyUnfortunately that never happened They misrepresented the true status of the vehicle.I am requesting that they rectify this matter as soon as possible with the credit bureaus by sending me a letter explaining in detail detai with this error so that I can forward it to the proper Credit Agencies to have these hard inquiries removed from my credit reportThis will allow me to recover over points that were unfairly deducted from Fico scoreThe letter from Choice Auto Sales needs to explain in detail requesting that these inquiries are removed from my report immediately because they were not truthful about the status of the vehicle at the time that I provided my personal information
Again I would not have given them this information knowing the accurate information of the vehicle

To Whom it May Concern;The several pages attached are the executed title and affidavit that was to the Commonwealth of PA. It shows when the documents were sent and when they were received.I would also like to respond to the allegation that D.Jand Jenn 'lied' to Mr*** regarding where the vehicle was acquired. It was never said to have been from an Illinois dealer, and if they assumed that based on what was said that was a misunderstanding. We acquired the vehicle from a local dealership in Monroeville who traded the vehicle from a customer in Ohio. This has no bearing on the actual complaint, but I feel it may be a symbol of the confusion associated with this vehicle transaction. I can assure you that we would have never made something like this up, but if the customer got "Illinois" confused with "* * *" or mistook "Illinois" for "Ohio", we cannot help that. Regardless, our documentation proves that the original title was issued in August several weeks before the vehicle was sold. It also shows a duplicate title being issued once we realized the original was lost.Sincerely,Kirk ER***Choice Auto SalesAsk about our exclusive LIFETIME POWERTRAIN WARRANTY!!!*** ***
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Business Hours: Monday, Tuesday, & Thursday 9-7; Wednesday & Friday 9-5, Saturday 9-

My boyfriend and I have bought in total of three cars from ChoiceAll three times we worked with ***My first car I bought from Choice was a beautiful Audi that I loved and still love to this dayUnfortunately it was a little out of my price range so after a year I traded her in for a sweet SuzukiIt is an amazing car, I absolutely love the push to start and the girly power it has :)My boyfriend bought a Mitsubishi Evo which is now one of the best known cars in Westmoreland CountyThe Red Demon that turns heads as it goes flying past youEach time we went to Choice everyone was incredibly niceI originally went to *** *** because they claim they can approve anyone and the shady dealers there tried selling me who is only five foot two inches a three row TahoeA rusted ancient one at thatWhen I went to Choice that's where I found and fell in love with the Audi and *** made sure that I went home with that car and it was affordable monthly paymentThen the second time he made sure I went home with an almost brand new car still in my affordable rangeI know that we will be going to Choice for years to come for all of our carsThank you so much for all that you guys have done!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
From the time that I purchased my car, until the time that Choice Auto repaired the $18 sensor on my car, I made no less than 17 calls to get that resolved.
1) 1/9 - 3 min 9:30AM
2) 1/9 - 2 min 2:04PM
3) 1/9 - 3 min 3:39PM
4) 1/11 - 11 min  4:40PM
5) 1/14 - 4 min 12:20PM
6) 1/14 - 2 min 10:32AM
7) 1/19 - 3 min 3:23PM
8) 1/19 - 2 min 6:24PM
9) 1/20 - 7 min 9:52AM
10) 1/27 - 2 min 9:18AM
11) 1/27 - 1 min 3:41PM
12) 1/29 - 2 min 3:10PM
13) 2/05 - 4 min 3:54PM
14) 2/09 - 1 min 4:15PM
15) 2/10 - 2 min 3:25PM
16) 2/11 - 1 min 11:56AM
17) 2/11 - 5 min 3:06PM
These calls can be verified via my cell phone bill.  As you can tell, there were several times I called in the same day trying to reach my salesperson, **, as I was told that HE was the ONLY person who could resolve my mechanical issues.  I would continually leave messages for him to call me, to no avail.  Choice Auto had NO INTEREST in wanting to resolve my brake issues.  
Your response did not address AT ALL the fact that my brakes were failing on me.  You were aware of the problem as I was told your mechanic cleaned out some leaves/debris and things when they installed the above mentioned sensor because my internet research had lead me to thinking it was due to water accumulating in the plenum(?) and/or under where the battery sits, which I mentioned to **.  THIS WAS ALL YOU DID TO ADDRESS THE FACT THAT MY BRAKES HAD FAILED ON ME.  
Your response does NOT address my gas gauge issue AT ALL.  I purchased the car on the 7th, and ran out of gas on January 10th, the very FIRST time I needed to put gas into the vehicle.  It ran out again 2 weeks later, no gas light came on and gauge was reading over 1/8 tank, same as the first time it ran out.  DJ was aware that my gas gauge was not functioning when I called about the brakes and came in to get the brakes fixed and he told me that I should consider myself lucky that you were fixing the sensor because "the car was sold AS IS and not your responsibility".
Is it any wonder that I sought another source to fix my engine when it broke down considering that even for a simple $18 fix it took 17 calls to get it resolved, not to mention that the other issues you refused to address?  
The 7 day warranty, which you seem shocked to see, came directly from the warranty company that I purchased from you -  Cars Protection Plus.  [redacted] DID go back to [redacted] to get them to address the coolant/head gasket issue, and they insisted the engine ONLY had a 7 day warranty on it.  The extended warranty would have kicked in AFTER the engine had blown up - and we had already attempted to get them to fix the gas gauge issue under the first warranty and they refused.  It was WITH the warranty that came with the car where I incurred almost $4000.00 in expenses and you wonder why I didn't purchase the extended warranty?  
There was NO insistence either that I get the extended warranty.  This is a complete fabrication.  
I would not be in the engine/coolant/headgasket predicament that I'm in had you sold me a suitable trustworthy sound vehicle., one with a working gas gauge, working breaks, and a good engine.  
Regards,
[redacted]

We received you r letter as well as a copy of the complaint submitted by Ms. [redacted] with regard to a 2006Audi A4 that was purchased from Choice Auto Sales on January 7, 2016. There are several misstatements madein this complaint that I would like to address and several issues that I...

have to disagree with.Ms. [redacted] had the vehicle pre-sale safety checked at a local Audi dealership, [redacted]. They looked theentire vehicle over and found no issues with it but some minor issues that we took care of prior to the sale. Shechoose this dealership to have the vehicle looked over on her own accord, and this independent facility foundno faults with the vehicle. Obviously, if the faults that she has discussed with the vehicle were evident at thetime of sale, either our internal technicians or the technicians at [redacted] would have discovered them.The initial issue with the brake system was simply a brake light switch. This switch does nothing more thanactivate the brake lights on the vehicle. It has nothing to do with the brakes "failing" nor stopping the vehicle, itsimply activates the brake lights. We initially asked Ms. [redacted] to bring the vehicle out to diagnose this car withthe idea that we would fix it on the spot if we could or would have to order the parts and have her return ifneeded. This repair was completed in mid-February and was completed with an $18.00 part. The only reasonthis took weeks to repair is that we waited for Ms. [redacted] to return with the vehicle for it to be repaired.The engine issue has absolutely nothing to do with Choice Auto Sales. We were not informed of this problemuntil after the repairs had already been completed. Ms. [redacted] was informed at this time that we would havepreferred that she contact us prior to initiating the repairs, but she had already found another repair shop andauthorized the repair to begin. Any and all issues associated with this fall directly on Ms. [redacted] and the newrepair shop whom she had complete the repairs. Furthermore, we have never heard of a seven day warranty onan engine job. There is typically an industry standard ninety-day warranty on parts and labor with any majormechanical repair, and often times a one year warranty.It should also be noted that Ms. [redacted] was offered and turned down an extended service contract that wouldhave paid much more for labor and this repair, but she declined the additional coverage. We actually imploredher to purchase this contract due to the extremely high cost of service and maintenance of these Germanautomobiles, but she declined. I would have to venture to say that there is a claim against the service facility that installed the engine and sheshould look into that prospect instead of dragging Choice Auto Sales through the mud. She clearly states thatthis repair was done on her own accord and did not notify our dealership until after the repairs were completed.She only notified us when she was asking us to pay her rental car bill. We were not required to help in any way,but paid $300 towards her bill for good will.The current issue with the coolant leak was never a problem until the engine was installed, therefore is not ourresponsibility. This is an issue with the garage that installed the engine, and Ms. [redacted] should be asking them toaccept responsibility. As far as the potential head gasket issue, this could be associated with the coolant leakand it is very possible (and highly probable) that Ms. [redacted] overheated the car and caused the head gasket to gobad. Once again, I would advise her to return to the repair facility that she choose and ask them for a remedy.There is also an accusation about a faulty ball joint. Had this been an issue at the time of purchase, it wouldhave been discovered by our internal technician and certainly by [redacted] when the pre-sale inspectionwas done. Once again, a vehicle service contract would have covered this had one been purchased.In closing, this is an unfortunate situation that has developed. The service facility that repaired the vehicle issolely responsible for the issues with the coolant leak because it is evident that this problem did not occur untilafter the engine was installed. Had Choice Auto Sales been informed of the engine issue prior to the job beingcompleted, we would certainly have done whatever we could to offset any costs associated with the repairs, andmore than likely offered to have the vehicle repaired in-house at a cost that was covered by the warrantycompany. However, the customer took matters into her own hands and made decisions without consulting us.Now she needs to take responsibility for her decisions. She neglected to purchase an extended service contractand she decided to trust someone else to repair the vehicle. Again, there was no consultation with Choice AutoSales until the vehicle was already re[paired.I would suggest that Ms. [redacted] approach the repair facility and possibly speak with the warranty company andsee if there is an additional warranty on the repairs. She should also attempt to contact the distributor who soldthe engine and see if a warranty is available. Unfortunately, as far as Choice Auto Sales is concerned we are notgoing to assist in any additional repairs.Kirk R[redacted]Choice Auto Sales

We received you r letter as well as a copy of the complaint submitted by Ms. [redacted] with regard to a 2006Audi A4 that was purchased from Choice Auto Sales on January 7, 2016. There are several misstatements madein this complaint that I would like to address and several issues that I have to...

disagree with.Ms. [redacted] had the vehicle pre-sale safety checked at a local Audi dealership, [redacted]. They looked theentire vehicle over and found no issues with it but some minor issues that we took care of prior to the sale. Shechoose this dealership to have the vehicle looked over on her own accord, and this independent facility foundno faults with the vehicle. Obviously, if the faults that she has discussed with the vehicle were evident at thetime of sale, either our internal technicians or the technicians at [redacted] would have discovered them.The initial issue with the brake system was simply a brake light switch. This switch does nothing more thanactivate the brake lights on the vehicle. It has nothing to do with the brakes "failing" nor stopping the vehicle, itsimply activates the brake lights. We initially asked Ms. [redacted] to bring the vehicle out to diagnose this car withthe idea that we would fix it on the spot if we could or would have to order the parts and have her return ifneeded. This repair was completed in mid-February and was completed with an $18.00 part. The only reasonthis took weeks to repair is that we waited for Ms. [redacted] to return with the vehicle for it to be repaired.The engine issue has absolutely nothing to do with Choice Auto Sales. We were not informed of this problemuntil after the repairs had already been completed. Ms. [redacted] was informed at this time that we would havepreferred that she contact us prior to initiating the repairs, but she had already found another repair shop andauthorized the repair to begin. Any and all issues associated with this fall directly on Ms. [redacted] and the newrepair shop whom she had complete the repairs. Furthermore, we have never heard of a seven day warranty onan engine job. There is typically an industry standard ninety-day warranty on parts and labor with any majormechanical repair, and often times a one year warranty.It should also be noted that Ms. [redacted] was offered and turned down an extended service contract that wouldhave paid much more for labor and this repair, but she declined the additional coverage. We actually imploredher to purchase this contract due to the extremely high cost of service and maintenance of these Germanautomobiles, but she declined. I would have to venture to say that there is a claim against the service facility that installed the engine and sheshould look into that prospect instead of dragging Choice Auto Sales through the mud. She clearly states thatthis repair was done on her own accord and did not notify our dealership until after the repairs were completed.She only notified us when she was asking us to pay her rental car bill. We were not required to help in any way,but paid $300 towards her bill for good will.The current issue with the coolant leak was never a problem until the engine was installed, therefore is not ourresponsibility. This is an issue with the garage that installed the engine, and Ms. [redacted] should be asking them toaccept responsibility. As far as the potential head gasket issue, this could be associated with the coolant leakand it is very possible (and highly probable) that Ms. [redacted] overheated the car and caused the head gasket to gobad. Once again, I would advise her to return to the repair facility that she choose and ask them for a remedy.There is also an accusation about a faulty ball joint. Had this been an issue at the time of purchase, it wouldhave been discovered by our internal technician and certainly by [redacted] when the pre-sale inspectionwas done. Once again, a vehicle service contract would have covered this had one been purchased.In closing, this is an unfortunate situation that has developed. The service facility that repaired the vehicle issolely responsible for the issues with the coolant leak because it is evident that this problem did not occur untilafter the engine was installed. Had Choice Auto Sales been informed of the engine issue prior to the job beingcompleted, we would certainly have done whatever we could to offset any costs associated with the repairs, andmore than likely offered to have the vehicle repaired in-house at a cost that was covered by the warrantycompany. However, the customer took matters into her own hands and made decisions without consulting us.Now she needs to take responsibility for her decisions. She neglected to purchase an extended service contractand she decided to trust someone else to repair the vehicle. Again, there was no consultation with Choice AutoSales until the vehicle was already re[paired.I would suggest that Ms. [redacted] approach the repair facility and possibly speak with the warranty company andsee if there is an additional warranty on the repairs. She should also attempt to contact the distributor who soldthe engine and see if a warranty is available. Unfortunately, as far as Choice Auto Sales is concerned we are notgoing to assist in any additional repairs.Kirk R[redacted]Choice Auto Sales

I will respond to the latest version of Mr. [redacted]’s complaint.  It is not that we refused to send over copies of the title, but the titles are designed in a fashion where they cannot be photocopied or faxed and will have watermarks and “Void” written throughout.  This is done by the State in order to help prevent and avoid fraud associated with people making fraudulent or fake titles.  This would have been an exercise in futility and did not make sense to us.  Mr. [redacted] was told we would make a copy of everything he was required to sign after he signed it and he could take that with him.  Looking back, it would have been much easier to do this, but we really did not think the customer would be so difficult to want to create and expand an already unpleasant situation. The idea of having his attorney preview the paperwork sounded ridiculous to us and still does.  He did not travel with an attorney to purchase the vehicle, and I have never had any anyone demand that their attorney review a vehicle title prior to signing it.  There were no additional forms that required a signature but a simple PA title.  I think it is unfair and inflammatory for Mr. & Mrs. [redacted] to refer to us as “liars, cheats, and thieves”.  This shows the level of people they are and we will not stoop to that level.  There is not one issue of anything contained in their complaint that remotely proves any of those claims, and there are several arguments that we can make to prove those exact claims against them.  I would like to address the statement regarding the previous title state.  The vehicle was never stated to have been from Illinois, and this was never conveyed.  Regardless, it has nothing to do with this complaint and a PA title was generated weeks prior to Mr. [redacted]’s purchase.  The employees and associates of Choice Auto Sales were instructed not to discuss anything to do with this deal with Mrs. [redacted] due to her demeaning and condescending tone and the fact that she was not an owner of the vehicle and had no legal right to represent her husband.  Mr. [redacted] was very pleasant to deal with and told our salesman D.J. L[redacted] that his wife “must have made the Revdex.com complaint without his knowledge.”  Regardless of that statement, we were already working with the dealership from whom we purchased the vehicle to track down the original title or to get a duplicate issued, and it was not the Revdex.com complaint that made us to decide to do so.  I will ask the Revdex.com to review the complaint filed with them and compare it to the complaint filed with the Attorney General’s office and see who they think is lying.  In their original Revdex.com complaint, they asked for the title to the vehicle, and we have complied.  I would also like to address the allegations of the condition of the clutch in this vehicle.  The clutch was in perfect operating order when we sold the vehicle.  This vehicle was driven by several salesmen, technicians, and detailers of Choice Auto Sales prior to its sale.  Not one of them have stated that they felt an issue with the clutch.  However, Mr. [redacted] stated that salesman L[redacted] suggesting he was rude and “ (he) probably blew out the clutch in the car and wasted his time”. This was directly after the first test drive. I would suggest that this statement admits and shows that he had difficulty operating the car with a manual transmission.  There were also several employees of Choice Auto Sales that have stated that Mr. [redacted] did severe damage to the clutch of the vehicle days later when pulling out after its purchase. The bottom line with this situation is we did more than we agreed to with regard to the sale of this car.  Mr. [redacted] omitted the entire discussion regarding the inspection of the vehicle.  We both agreed to sell the car in its current “AS-IS” condition without any PA inspection, but Choice Auto Sales spent hundreds after discounting the vehicle and agreeing to the adjusted price to make sure the car had a valid PA inspection.  This was after Mr. [redacted] agreed to take a large discount and buy it “AS-IS” without any inspection or service.  That total cost was absorbed by Choice Auto Sales.  So I ask, does that sound like a “liar, cheat, or thief” would do or is that something that a good business would offer a valued customer? The only item on a new vehicle that is not covered under a warranty is a clutch do to the fact that it can be ruined in a very short time by abuse, neglect, or misuse.  This situation would clearly fall under one of these circumstances.  This is an unfortunate situation overall.  We offered from the time that the clutch failed to have the vehicle brought back to our shop so that we could assist in the repairs.  Mr. [redacted] declined and took it to multiple other shops to have the damage assessed a, even after we stated we would “participate in the repairs” with him.  His $1,000 bill would have potentially been a few hundred at most, but he decided to not allow us to help and now expects us to pay some or all for his mistake.  Our salesman, D.J. L[redacted] also stated that Mr. [redacted] should present the repair bill to his insurance company and they would almost certainly reimburse him for those repairs, and Mr. [redacted] said he was already in the process of doing so.  Asking us to pay for this repair is nothing more than a way for the [redacted]s to profit and potentially double dip with us and the insurance company both paying.  If desired, I will provide the Revdex.com with a copy of the vehicle safety inspection record proving that we did not just “slap an inspection sticker” on the vehicle.  I could point by point dismiss each belittling accusation made by the [redacted], but it is not worth anyone’s time.  This is an unfortunate situation for all parties, but I think that our response, our reputation, and the effort we put in speaks for itself.  It is also unfortunate that the [redacted]s declined to sign the title document, because it is going to cause this matter to drag on for months and months.  This entire situation would be behind us if Mr. [redacted]y simply would have taken the time out of his day to sign one document two times.  How long would that have taken, five seconds?  I do not mean to sound contrite because we did make a several clerical mistakes as well, but nothing that puts us at the level of “liars, cheaters, and thieves.” Please take the time to review both the Revdex.com complaint, the Attorney Generals Complaint, and make a decision as you see fit.  We strive to make every customer 100% satisfied, and there are some people who will never be.  Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It would seem that Choice has focused a great deal of their efforts in trying to demean the integrity of my wife and I in their response.  They’ve made degrading reference to “the kind of people we are” even so far as to suggest that we might be indulging in some insurance fraud with their comment about “double dipping”. Reading through their response,I felt the lies were unnerving. Though I could go through their response and refute everything they said with what really happened, I believe that these things were very clear in my complaint and they have not provided anything in their response other than a bunch of bad mouthing my family. I will comment on them saying that several people who drove the car can tell you that none of them found any fault to the clutch yet I can provide documentation from a certified mechanic attesting that the clutch was worn over a very long period of time.  One would think that this information would be clear when the mechanic saw the clutch. I don’t really think one needs to be a mechanic to know that a clutch doesn’t burn out just like that.  If it did or if it was my driving, then you would think that I would have quickly burnout the replaced clutch.   In regards to Choice saying that I should bring the car back to them to assist in the repairs.  I was told directly “it was my problem”.  The assistance they were offering was to the tune of more than $700 – quoted to me by DJ in fact, he specifically said that the only thing they could discount was some of the labor costs.  Regardless, there wasn’t a chance I was going to give them another dollar. Also, I’m not sure where they are getting their information that I took the car to several different garages but I took it to the garage that I usually do when I need a vehicle repair.  I didn’t call around for quotes or visit several different garages - not that it matters or has any bearing on this at all – I just want to point out that “it never happened” – just like many of the things they said in their response. I can also assure you that I did not misunderstand or confuse the fact that they told me that they purchased that car from a dealer in Illinois.  Although they must think they were very clever to spell out for you the misunderstanding could have been between the sound of Illinois and ** *.What you didn’t hear from them was any response to the day I purchased the vehicle and why they never once indicated to me that the title was “lost”.  You didn’t hear any response from them as to why when I called weeks after the purchase but before the accident, how they insisted that everything was in order that it takes weeks for registrations to process – still no mention that they never had they title in the first place.  They haven’t responded to any of the reasons that the complaint was made.  Why haven’t they responded to where the title was the day I purchased the car?  Because they can’t justify any of that so they must resort to trying to insult the hardworking individuals that my wife and I are which only speaks volumes to the type of company they operate.
Regards,
[redacted]

I hope that this letter will draw this entire matter to a conclusion, as we at Choice Auto Sales consider it a closed case.  The customer asked in their initial complaint for a title, which we have provided.  It is beyond our control that the original title was lost.  It is a fact that once we realized the title was lost, we immediately went through the proper channels to get a duplicate title issued.  We asked that we obtain a signature from Mr. [redacted], and the [redacted]’s  declined.  I can almost certainly assure you that because they would not sign the title, they feel that this is another way of them being cheated.  It has nothing to do (in their minds) with them being difficult and condescending towards us and for some unknown reason wanting to prolong this agony.   Again, this is an unfortunate situation and we did what we could to resolve it.  I absolutely accept responsibility for a large part of this, but it would have simply been resolved if we obtained 2 signatures.  I think it is obvious who has exacerbated the situation and who tried to resolve it.  I am not saying we are without blame, but there was no malice intended and once again, we did all we could to obtain a title and get a duplicate once we realized the original was lost.  Regarding the lost title, I think it is important to have knowledge of how titles and dealers work in the Commonwealth of PA.  We purchased the vehicle form a dealership who took it on trade from a customer in Ohio.  They did their duty in applying for a PA title, and it was issued when it was supposed to (August of 2017-well before [redacted] purchase).  The Auto Check (not Car Fax-we do not use Car Fax) clearly shows this timeline.  The [redacted]’s have never taken the time to ask themselves “Maybe Choice Auto Sales was assured by the dealership that they purchased the vehicle from that the title was indeed on its way”.  Maybe that same dealership repeatedly told Choice Auto Sales that the title was in route.  Maybe that Choice Auto Sales checked through the State to see that it was ‘flipped” into a valid PA title and was indeed in that dealerships name.  Apparently none of these thoughts could have crossed Mr. or Mrs. [redacted]’s mind, because it would defeat the narrative that was brought forth that Choice Auto Sales (employees) are a group who does nothing but “lie, cheat, and steal”.  Maybe that up until the time of the duplicate title being issued, we were constantly reassured from that other dealership that the title would be in our hands shortly. I would like to address the “unnerving” comment.  First and foremost, I only reiterated what Mr. & Mrs. [redacted] (whomever filed the first complaint) stated.  It is unfair characterization to make such broad references to a group of people whom they have really never even met (with the exception of D.J. L[redacted]).  As I stated previously, Mr. [redacted] was always quite easy to deal with.  Mrs. [redacted] was always demeaning, rude, and abusive on the phone with every employee who she had dealings with.  They made the accusations of ‘lying, cheating, and stealing’ with only the argument that they were told the vehicle was from “Illinois” and not Ohio.  I spoke with both Jennifer S[redacted] (who is our title clerk and not in finance) and Dennis L[redacted] (who was the salesperson) that were the only two people to have dealings with the [redacted]’s.  I asked each of them if they ever mistakenly stated that the previous title was from Illinois and the answer was ‘no’ by both parties.  I never accused the [redacted]’s of lying, but only of assuming or presuming something that was not true.  However, we did advertise the car with a free “Auto Check Vehicle History Report” that clearly shows the vehicle being a one-owner, accident free car from the beautiful state of Ohio.  I am not sure what else there is to refute other than the fact that the clutch on the vehicle went bad shortly after Mr. [redacted] taking ownership.  He claims has expert testimony from a certified mechanic who states that the clutch was going for some time.  I ask both the Revdex.com and the [redacted]’s to do a google search on “How quickly can you destroy a clutch”.  Mr. and Mrs. [redacted] will dispute this, but some answers are ‘in as little as 15 minutes”.  I have personal experience in seeing this and can honestly say that I knew by the smell that was left in our premises when Mr. [redacted] left in his newly purchased car, that it would not be long.  As did several other individuals who work alongside me.  So I must ask this question, “Who is lying here”.  I hope I have done enough to explain why we didn’t immediately notify the [redacted] family why they were not told when they purchased the car that the title was lost, but I think the answer is apparent that we did not know.  We did not know until a week prior to getting the duplicate that it was lost because we were being told it was “on the way”.  I wish I could say that this was the first time in the history of the car business that this has happened, but it occurs all the time.  It occurs so often that the Commonwealth of Pennsylvania has taken steps to put local title offices in Auctions because the main office in Harrisburg could not handle the volume.  I can assure you that the [redacted]’s will not accept this letter and the resolution that this situation is handled.  All I can say is that we did our part to have the title available for signatures and offered to send an agent to obtain valid signatures.  We at Choice erred by not have the power of attorney signed and having incorrect mileage on a mileage odometer statement.  However, the vehicle was advertised, driven, and sold with the correct mileage.  I wish I could say that we are perfect, but we do make mistakes.  My only excuse with this is that we were extremely busy when Mr. [redacted] picked up his car and mistakes were made.  I wish I was made aware that the title was lost prior to when I was, but there is nothing that I can change about that.  I wish it was made more abundantly clear that the car came from Ohio and not Illinois, but I also cannot change that.  I wish Mr. [redacted] would have taken DJ up on his request to have the vehicle brought to our shop where we could have helped save him money, but he insisted on taking it to multiple shops (as I understand it) until he allegedly received a diagnosis that suited him.  I will have to hold off on an offer to participate in any repairs related to the clutch as I can assure the Revdex.com that the clutch was in perfect operating order when it left our possession. I would also like to ask a simple question to Mr. [redacted] “If the clutch was bad, then why did you purchase the vehicle”.  It was obviously not slipping or acting any way other than it should have. The second it left our possession, it was driven by someone who could not adequately operate it causing it to fail.  This is something Mr. [redacted] needs to take responsibility for.  I also will not apologize to Mr. or Mrs. [redacted] for bad mouthing his family.  I am not sure what I said that they consider bad mouthing other than the statement “I would not stoop to their level.”  We never insulted them, spoke down to them, blatantly lied to them, stole anything from them, or cheated them in any way.  We offered a solution to an issue that was beyond our control and they would not accept it.  I certainly did not want to send the paperwork up to the state without signatures and I gave them ample opportunity to sign the paperwork.  However, I was left with no other option when they refused to sign.  Once again, there is a level of responsibility that needs to be taken on their part for making this situation more difficult than it needed to be. We have not leveled any insults in our rebuttal to their complaint.  I actually complimented Mr. [redacted] several times with regard to his understanding and easiness to deal with.  He never was abusive, demeaning, or combative either in person or on the phone.  The same cannot be said for Mrs. [redacted].  That is not an insult, it is an opinion based on how she spoke to and treated us.  Finally, I never insinuated that they were committing insurance fraud.  I stated that their insurance company would most likely pay for the repairs that were just done to the vehicle (clutch repair), and we should not be expected to be held accountable.  Mr. [redacted] admitted to D.J. L[redacted] that this was his intention in one of their last conversations. Although I do believe there were several miscommunications regarding this transaction, I think it is important to point out several mistakes made by the [redacted]’s in their complaint.  They misstated that we provided them with a “Car Fax Report”;  we do not use Car Fax, but rather Auto Check.  They stated Jennifer S[redacted] works in Finance;  she does not work in finance she works as our title clerk.  They stated that they were told the vehicle came from Illinois; the vehicle came from Ohio.  They reference a 3 day consumer protection law against the vehicle breaking down.  No such law exists.   They initially asked for a title; now they are asking to be reimbursed for a clutch repair that was damaged solely by them.    Once again, I hope that this letter shows that we did what we could to create a resolution to an already bad situation.  We produced a title and forwarded it to the Department of Motor Vehicles for processing after the customer refused to sign.  We indeed made several mistakes, but I hope  it is obvious that nothing was done out of malice.  We have very good reputation with the Revdex.com and the State Attorney General and overall in this industry.   Sincerely,Kirk *. R[redacted]Choice Auto SalesAsk about our exclusive LIFETIME POWERTRAIN WARRANTY!!![redacted]  [redacted]
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