Cliff's Auto Parts, Incorporated

March 7, 2014To whom it may concern: This letter is in response to complaint ID [redacted] filed by [redacted] I would like to respond to a few items the customer has claimed in this letterFirst, I have never represented myself as an "Owner" of [redacted] as that would not be accurateI am the General Manager and when ** [redacted] 's daughter, [redacted] / [redacted] , called to talk to me I informed her of this many timesSecond, ** [redacted] / [redacted] did not introduce herself as ** [redacted] 's daughter When I asked her who she was, she referred to herself as a "friend" that works for an attorney's officeThird, I never told ** [redacted] / [redacted] to "get an attorney", since I don't wish to start lawsuits with our customers As for the $non-refundable deposit, as has been stated to ** [redacted] through many emails and to his daughter ** [redacted] / [redacted] during the phone conversation, we are not refunding it as it is a non-refundable depositWe state this to every customer before they give us a depositWe are very clear; we do not want a customer to give us a deposit unless they are sure they are purchasing the vehicle because of it being non-refundableFor this reason I am sure [redacted] , our salesman, informed **, [redacted] of the policy As for the conversation with ** [redacted] / [redacted] the reason for ending the phone call is because we were going around in circles, ** [redacted] / [redacted] was not willing to accept that we are not refunding the deposit and just kept talking over me and asking for our lawyer's contact informationSince we were not getting anywhere there was no point in continuing the phone conversationAlso, I did inform ** [redacted] / [redacted] that I was not willing to speak to a friend of ** [redacted] 's and that he would need to contact me directly for any further communication on the matter** [redacted] never mentioned ** [redacted] / [redacted] or to expect a phone call from her and we are not willing to discuss customer's private information with anyone but the actual customer In conclusion, we are not willing to refund the $non-refundable depositThe vehicle sat on the showroom floor not ready for the road until ** [redacted] said he was purchasing the vehicle and gave the depositOur service technicians bill the sales department to complete this prep, which is why we collect a deposit before we get the vehicle road readyThe vehicle also sat on the floor for days with a "sold" sign on it, causing us to miss opportunities to sell it to other customersThese are all costs we incur when a customer commits to purchasing a bike and then backs outIf ** [redacted] did not wish to purchase the vehicle he should have never given us the deposit Thank you for the opportunity to respond to this complaintPlease let me know if you have any further questions Sincerely,

March 7, 2014To whom it may concern:
This letter is in response to complaint ID *** filed by *** *** ***I would like to respond to a few items the customer has claimed in this letterFirst, I have never represented myself as an "Owner"
of *** *** as that would not be accurateI am the General Manager and when ***'s daughter, *** ***/***, called to talk to me I informed her of this many timesSecond, ***/*** did not introduce herself as ***'s daughter When I asked her who she was, she referred to herself as a "friend" that works for an attorney's officeThird, I never told ***/*** to "get an attorney", since I don't wish to start lawsuits with our customers
As for the $non-refundable deposit, as has been stated to *** through many emails and to his daughter ***/*** during the phone conversation, we are not refunding it as it is a non-refundable depositWe state this to every customer before they give us a depositWe are very clear; we do not want a customer to give us a deposit unless they are sure they are purchasing the vehicle because of it being non-refundableFor this reason I am sure *** ***, our salesman, informed **, *** of the policy
As for the conversation with ***/*** the reason for ending the phone call is because we were going around in circles, ***/*** was not willing to accept that we are not refunding the deposit and just kept talking over me and asking for our lawyer's contact informationSince we were not getting anywhere there was no point in continuing the phone conversationAlso, I did inform ***/*** that I was not willing to speak to a friend of ***'s and that he would need to contact me directly for any further communication on the matter*** never mentioned ***/*** or to expect a phone call from her and we are not willing to discuss customer's private information with anyone but the actual customer
In conclusion, we are not willing to refund the $non-refundable depositThe vehicle sat on the showroom floor not ready for the road until *** said he was purchasing the vehicle and gave the depositOur service technicians bill the sales department to complete this prep, which is why we collect a deposit before we get the vehicle road readyThe vehicle also sat on the floor for days with a "sold" sign on it, causing us to miss opportunities to sell it to other customersThese are all costs we incur when a customer commits to purchasing a bike and then backs outIf *** did not wish to purchase the vehicle he should have never given us the deposit
Thank you for the opportunity to respond to this complaintPlease let me know if you have any further questions
Sincerely,