Clean Sweep Chimney Service

I am in receipt of your letter regarding a complaint received by your office from [redacted] regarding the recent Body Shop repairs to her 2006 Kia Sedona van at Cole Nissan Body Shop. Let me begin by saying that we are a direct repair facility for many different insurance...

companies. [redacted] was the carrier for [redacted]. When we receive a car to be repaired from any carrier, we are required to write an estimate and submit same to the insurance company for their review prior to an adjuster being assigned who will then come to the dealership to perform a visual inspection of the damage, as well as to review our written estimate for accuracy. if hidden damage is detected after the actual repair begins, we can then submit a supplement estimate for the additional parts and labor that we feel are needed to complete the job; all work performed on an insurance claim must be approved by the carrier before we can begin our repair. The original estimate (Copy attached) was performed on [redacted] 2006 Kia Sedona van on November 15, 2014. At the time of the estimate, the van had 92,186 miles. The van had been hit in the back; our original estimate total was $6,074.65 and it included among other items the replacement of the lift-gate. The original back glass did not appear to be damaged at that time so it was reinstalled in the replacement lift-gate. The repair was completed as directed by the insurance company, and the vehicle was returned to [redacted] on, or about January 23, 2015. A short time later[redacted] called to say that she was having a problem with her brakes. Because inoperative brakes represent a safety concern, we instructed her to immediately bring the car to Kia Service for diagnosis. We inspected the vehicle and found that the ABS Control Module was defective. Because [redacted] felt that the failure was due to the accident, we contacted and received approval from [redacted] for the additional (Copy of R.O. attached) repair, which totaled $3,591.58. The repair was completed, and [redacted] took delivery and appeared happy. On, or about April 15, 2015 [redacted]r returned to us again (Cole Kia Service) regarding her rear defroster which wasn't working properly. We inspected the vehicle for her at no charge (Copy R.O. attached) and found that it was not working due to poor continuity within the grid. [redacted] felt that this too was due to the accident so we agreed to contact the insurance company in an attempt to receive authorization which we did on April 15, 2015. On April 16, 2015 the claim was denied by the adjuster, [redacted] (Copy attached) via email. It's important to note that in a prior email (February 16, 2015) he stated that the ABS module repair he approved on the previously referenced supplement would actually have deemed the vehicle a total loss if it had been found to be defective in the original estimate. In summation, I understand [redacted] frustration regarding the defroster; however when it actually became inoperative is impossible to determine. The method we used of replacing the lift-gate, and then reattaching the original rear glass in certainly acceptable with regard to industry standards. In addition, our contractual obligation is to the insurance company that is paying for the repairs, and if they won't approve them, we unfortunately cannot proceed unless the customer agrees to pay for the repairs privately, and then pursue the insurance company separately for reimbursement. I explained our position in great detail to [redacted]r during a phone conversation in mid May. That being said, I will be happy to repair the rear defroster at our cost, or will certainly assist [redacted]r with a replacement vehicle, without regard for profit, should she decide to go that route! If you need any other information regarding this matter, please do not hesitate to contact me at [redacted] or by email at [redacted]

I am in receipt of your letter regarding a complaint received by your office from [redacted] (ID # [redacted]) regarding her recent service visits to Cole Honda. Mrs. [redacted] had an appointment to get her vehicle looked at on June 29th for a radio display issue and a reoccurring rattling...

noise. To get these specific issues covered under warranty we must first duplicate them. So we provided Mrs. [redacted] a rental car at no charge while we worked on her vehicle. We kept her vehicle for a couple of weeks but were unable to duplicate the issues. Mrs. [redacted] picked her vehicle up on July 13th, and by the time she got home the radio issue had returned. At this point we called Honda's tech line again and were able to get warranty approval for replacing the radio's display unit. We ordered the replacement and waited for Honda to send it to us. Honda ended up cancelling that order because it wouldn't resolve the issue. Honda told us what display unit to order on August 8th and we ordered it the same day. The display unit came in on August 9th, and we called to schedule an appointment with Mrs. [redacted] the same day. Mrs. [redacted] called back on August 10th and requested an August 29th appointment, which was scheduled for her. Mrs. [redacted] has an appointment to drop her vehicle off at 5:00 p.m. on August 28th.We also have scheduled an appointment at 5:00 p.m. on August 28th for Mrs. [redacted] and our Honda master technician to ride the vehicle together and try to determine the rattle issue. We will again be giving Mrs. [redacted] a rental car at no charge while we make the repairs. We know this process has taken more time than it should have, and I completely understand Mrs. [redacted]'s frustration. We will continue doing everything we can to resolve the issue as easily and conveniently for Mrs. [redacted] as possible. If you need any other information regarding this matter, please do not hesitate to contact me at [redacted] or by email at [redacted]

I am in receipt of your correspondence dated November 22, 2016 regarding a complaint filed with your office from [redacted] After reviewing our records, it appears that [redacted] did in fact come into our dealership on October 16, 2016 to discuss trading out of her current 5...

year lease. After evaluating her trade we found that she had considerable inequity. In an effort to determine if we could offer a vehicle that would enable [redacted] to trade with little or no money out of pocket we obviously needed to know what [redacted] current credit status was so with her permission, we accessed her credit file. After reviewing same, we determined that at this time that it was in her best interest to continue with her current lease rather than to trade. Because we were in agreement with [redacted] we saw no need to submit her application to the various banks which may have adversely affected her credit score. We believed that [redacted] left the dealership satisfied with her sales experience. If [redacted] would like the inquiry removed from her credit report she can dispute it with the particular credit reporting agency and we will not challenge her dispute. When we don't challenge within 30 days it will be removed. If I may be of any other assistance regarding this matter I may be reached at [redacted] or by phone at [redacted] .

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.
I was not notified that there was a problem with the ordering of the radio. Apparently, Cole Honda did not proceed with ordering me a new radio until I called to inquire as to why the radio was not in yet (again, more than a month after I dropped my car off in June for the issue.. again, the same issues I've been having since I bought the car). The appropriate part should have been ordered BEFORE I had to call back to see what was taking so long. It should be their responsibility to make sure the parts are ordered and received in a timely manner, and they should take the initiative to order parts when they are told they are incorrect. Customers should not have to call back and basically remind them, "Hey, you were ordering parts for me, why aren't they in yet?" before they get stuff done.
Regards,
[redacted]

[redacted] received her registration yesterday June 7th at 9:22 a.m.  I have also attached the [redacted] documentation showing delivery.  She is now good to transfer her tags.  The temporary tag she was driving on doesn't expire till June 9th.  I again apologize for all the delay and hopefully this will resolve all her concerns.  If you have any other questions or concerns please call me at [redacted]
 Thanks, [redacted]

Dear Sirs,  We hve received your letter on behalf of [redacted] regarding his 2009 Chevrolet Aveo.  [redacted] purchased this vehicle on May 29, 2015 with 65,000 miles on it.  The customer notified us he had a problem with the shifting of the vehicle.  We have replaced the...

shift lock solenoid, brake light switch and gas cap door latch at no charge to [redacted].  We have left a message with [redacted] to schedule an appointment to install his new shifter free of charge.  We have made every effort to repair [redacted]ehicle.  We vare not willing to pay off the 2009 Chevrolet Aveo that [redacted] purchased.  We have worked with him to fix all the problems he has had at no cost..  Regards [redacted] General Manager Cole Chevrolet Cadilac Inc

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I hope that this business will receive some education as how to operate and treat customers in a respectful way without feeling the need to lie and argue. This has been the absolute worst experience and I highly question how they are still in business. 
Regards,
A[redacted]

I am in receipt of your letter dated May 12, 2017 regarding a complaint filed with your office by [redacted].[redacted] did in fact purchase a 2016 Honda CRV from our dealership on April 12, 2017.Unfortunately; there was a slight delay in completing [redacted] paperwork, specifically sending...

the payoff on her trade to [redacted] due to an equipment malfunction in our office. After receiving the required permission to obtain an updated payoff amount from [redacted], we immediately processed same and received confirmation the next day that it had been received. Within a week, we also received the title to [redacted] trade.While we regret that this incident occurred, it's important to note that it was corrected as soon as possible, and the delay did not cause any negative information to be attached to [redacted] credit report, nor did she incur any additional expense.Should you reed any additional information or if [redacted] would like to discuss this matter in more detail, I may be reached by phone at [redacted], or by email at [redacted]Thank you very much for bringing this matter to my attention.[redacted], General Manager

I am in receipt of your letter dated August 5, 2016 regarding a complaint (ID [redacted] filed with your office by [redacted]. After reviewing the concerns of the complainant, I have determined the following: [redacted]f did in fact present her 2016 Honda Civic for service/repairs on...

several occasions. The attempted repairs involved the removal of several interior trim panels. Unfortunately due to the way in which these trim panels are manufactured and installed it can sometimes be difficult to remove them for a repair without scratching them. The scratches in most cases are minimal, but are detectable if you look closely. I understand that we did in fact order new (Replacement) trim panels at our expense to resolve the issue, however in doing so I'm sure that we did inconvenience [redacted] even though we provided her with substitute transportation during the process. As compensation, I would be happy to provide [redacted]f a free detail for her Civic, and a complimentary tank of gas on her next trip in for service. We are very sorry for the inconvenience, and will do our best to win her over from this point forward!! I may be reached by email a[redacted]. I would encourage [redacted] to contact me personally at any point in the future should she find our service to be unsatisfactory. Best Regards, [redacted] General Manager