Chris Auto Sales, Inc.

See PDF.Desired SettlementSee PDF.Business Response The following will be the information as we know it with regards to [redacted] complaint.We sold on 9-4-13 a 2008 Ford Escape with XXXXX miles to Mr. [redacted] in the amount of XXXXX.00. We also sold to him an extended warranty from [redacted] for 2 years or XXXXX miles, in the amount of $1500.00. That particular plan is what Mr [redacted] agreed to because of the additional cost to his monthly car payment. The car payment including the warranty amount came to $241.96 per month. He was adamant that he did not want his payment over that amount.We will be forwarding to you a copy of our bill of sale, mileage statement, massachusetts limited warranty statement as well as the vehicle service contract from [redacted]. All of these forms were given to [redacted] signed by him as well as Chris Auto.We are sending to you copies of the invoice from the mechanic, for the service that was done prior to delivery of the car. We had no concerns with that vehicle leaking any oil. [redacted] took the delivery of the vehicle and passed ** inspection with no issues. [redacted] did come back to us with a couple of concerns, one being two tires. He felt that they needed to be replaced, which we agreed to do. We are enclosing to you copies of the tire bill. Then [redacted] wanted some additional accessories for the vehicle which we had done at our cost and [redacted] paid for. When the vehicle was brought for this work [redacted] waited at our office.The next time we heard from [redacted], was his concerns over the warranty. He inquired about cancelling it because he already had triple AAA. We explained again this was not a AAA service plan, explained to him again what he had. He decided to keep the warranty. We then heard from him,that he thought the vehicle was leaking oil. We asked him to bring the vehicle to the mechanic so it could be looked at. Timing for [redacted] was always an issue because he could not leave the vehicle due to getting rides. However when he brought the vehicle, there was a wet spot, so we tested it, and sealed it. There was no plug not put in properly. Also, Jims warranty with Chris Auto Sales was still in effect, and would never have been told it was up, and hung up on. We are very good to our customers, and do not make a practice of pushing them out the door.We never did hear from [redacted] again until we received this notice from your office. We were not given the opportunity to even look at this vehicle further. We are quite shocked and stunned ourselves as to the work that was performed by [redacted]. In looking at their invoices, we noticed parts cost were $288.21 and the labor was $2565.00. Their are things charged on these invoices that we don't even understand being done for an oil leak. However, [redacted] made the decision to have this work done, we would like to have had the opportunity to service our customer further.We have spoken to [redacted], as of Monday December 2nd, and explained our position on these matters. We explained we would cancel his warranty as of Monday, if that is what he wanted, and that we would need his signature along with current miles to get the pro rated figure for the cancellation. As a note [redacted] has put 1831 miles since the vehicle was purchased on 9-4-13. Also, we mailed the information to [redacted] for the cancellation of the warranty on 12-2-13, and are waiting for his response.We will refund the warranty cost to him when the matter is settled.We hope this answers all questions that have been brought forward. However if you need additional information, please feel free to contact me.[redacted]Chris Auto SalesFinal Consumer Response dear Christina, I am emailing you as to our phone conversation today 12/19/13 here is my email I tried to send to you to go to respond to chris autosales,inc . I accept your offer . could you please send me a email as to when the deposit has been made in the amount of 1265.07 to [redacted] credit union. my email address is [redacted]@yahoo.com best wishes for a merry Christmas and a happy new year. thank you for your Christmas card. [redacted]Final Business Response Thank you so much for emailing to us the response from [redacted].Our dealership would like to explain again, that we do not feel responsible for [redacted] making the decision to have work done on this vehicle at [redacted] of Wilbraham. We have explained thatthe vehicle was not out of warranty with Chris Auto, according to Ma. limited used vehicle warranty, and [redacted] would never have been told that by our office. We have checked with the mechanic, and there was no major oil leak. As we said in our original response, we would love to have had the opportunity to look at the vehicle again before it was taken to [redacted].This vehicle passed [redacted] inspection, and if [redacted] was unhappy for whatever reason, we wish hehad called and brought it to someone else's attention. We agree that the only correspondence waswith our salesman, however we all sit in very close proximity to one another in the office, and wewere totally unaware of any problems with [redacted].We have canceled the warranty as of December 2,2013. The amount of the refund is $1265.07,which is being sent to the lien holder [redacted] C.U. to be applied to the principle of this loan. Our office feels we have once again held up our ethics of customer service first, and secondlyabiding by Ma warranties. Just a note, by [redacted] taking this vehicle to another mechanic without our knowledge and consent, will negate our responsibility to the bill that [redacted] incurred at [redacted]. Sincerely yours,[redacted]