At Coast to Coast we pride
ourselves in customer satisfaction and we conduct ourselves professionally, we
don’t let our personal emotions mixed with the business. What was discussed is
why [redacted] started this complaint on the same day that she called and was told
the mechanic will be leaving the next day to install the Antenna.
[redacted]did not offer to pay for any expenses related to the antenna repair. She did
suggest having it shipped back and forth to be repaired at our facility
(assuming we absorb the transport expenses).
This is a copy of an email that was exchanged with [redacted] that clearly
states the opposite of what she claims:
[redacted],
I need a little more
clarity on these options. It is unacceptable for any option to include me
absorbing any costs associated with the install. If you ship the antenna
to Marion, how are we handling the costs for a local install? If you install
the antenna at the dealership, how are the costs to transport the vehicle to and
from the dealership location being handled?
I appreciate the
clarification so we can get this resolved asap.
Thanks,
-[redacted] “
Giving the circumstance of [redacted]
not being present at the dealership, the title application was sent to her so
she can review and sign which she did. If there was a mistake on our part she should
have noticed it and informed us of the required changes before signing the
application and sending it back.
All of the options for each
vehicle are listed on our website and there is disclaimer clearly stating:
*Internet Special/Discount
Price may NOT be compatible with dealer sponsored or subsidized sub-prime
financing; Internet discount price only applies to customers with approved
credit. Furthermore, inventory is subject to prior sale and prices are subject
to change without notice, cannot be combined with any other offer(s), do not
include Taxes, Title Fees ($25), Documentation Fees ($150); To ensure your
complete satisfaction, please contact us to verify accuracy. While we make every
effort to present information that is accurate, errors may appear from time to
time. However, it is based on data provided by the vehicle manufacturer and/or
other sources; therefore, the information contained on this site should be used
as a guide only and is not guaranteed. Under no circumstances Coast to Coast
will we be liable for any inaccuracies, claims or losses of any nature.*
As stated by the customer on September 17th, we agreed to install the vehicle antenna over the course of the weekend 19th-21st. The customer contacted the salesperson to inform him that she would be unavailable on Saturday the 20th. Accordingly, we scheduled to have our technician travel to Marion,...
OH to install the part the following day, September 21st.
PFA the email from the customer clearly stating that her sister would be unavailable on the 20th.
Our technician installed the part on September 21st and promised and the issue has been resolved.
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.
It is correct that a Coast to Coast representative came out and installed the Antenna. However, upon completion of the install my sister noticed that the Antenna was not flush with the roof and had a gap on the rear end of the Antenna. When she questioned the technician on whether or not this was correct. he replied stating"no, but I don't have the proper tools to fix it and that is the best I can do." My sister took photos and sent them to me which I forwarded to the dealer to ask if this was an appropriate install. I did not receive a reply. I then called the dealer to speak with [redacted], the General Manager, to get his feedback. His response was "I don't see anything wrong with it. It is the best that we could do since you refused to bring the vehicle here to fix it." He then confirmed that although he agrees that it is not fair to me as the consumer to have this experience, that he was not planning to make any further effort to fix the problem. He also then informed me that he was angry that I filed a report with the Revdex.com and that had he known before he sent the technician to fix the problem, that he would not have ever even sent a technician.
I worked with the Sales representative, [redacted], when this problem was initially brought to their attention. I offered to pay for return shipment from the dealership if they would offer to cover the shipment to return the vehicle and have it fixed onsite. This offer was not accepted. I was promised that the issue would be taken care of and told that they were looking to (1) have the vehicle fixed at [redacted], the closest shop to my location or to (2) have a mechanic from their location drive the 3 hours to my location to install the Antenna. I discussed my concerns with the quality of the install given that they wouldn't have an entire shop available to them if they installed it in my sister's driveway. I was assured that thorough research was done and that it was an easy fix, in addition I was assured that the technician was a veteran and had been with the company for more than 13 years and was more than knowledgeable to fix the issue. I accepted and trusted this decision, but of course was disappointed when finding out that indeed the technician did not have the correct tools to do a correct install.
Since then I have taken the vehicle to a Mercedes dealership closest to me whom informed me that the Antenna was installed incorrectly and that because of that the roof was damaged. I know have to pay extra to have a body shop fix the damage and then pay to have the antenna reinstalled. If I had known that Coast to Coast was going to respond to this problem in this way I would have just saved myself money and had the vehicle fixed right the first time.
A couple of last notes and new developments: first, while registering the title of the vehicle today I was informed by the BMV here in town that the title paperwork was filed incorrectly by the dealership and that the title was filed with an incorrect name. I am not sure how this could have happen, but it seems that either they did this vindictively because I have filed this report or that they really are that incompetent that they lack the ability to administratively handle the sale of a transaction. Second, when I finally reached the states to see the vehicle for the first time I noticed that the vehicle did not have the same features as advertised by the dealership - they indicated a keyless ignition but there is a regular ignition system requiring key entry. When I initially spoke with [redacted], Sales Representative, he confirmed this feature verbally. This was one of the features that I based my purchasing decision on - so I am highly disappointed as installing one will cost over $2700.
Although I can appreciate the initial efforts to fix the problem, I am disappointed that this business would choose to pass the costs of their mistakes to the consumer even costing the consumer extra money to save money on the sale. That is unfair to the consumer and I would not advise anyone to purchase a vehicle from this dealership - save yourself time, money and headache.
In the end I am forced with having to address this issue legally (more money) and file for compensation of damages and loss. I will be seeking additional penalties for the false advertising, fraud involving a sales transaction across state lines (federal), and pain and suffering since I have now had to retain a lawyer and rent a vehicle while I get my 'new' vehicle fixed.
It started out hopeful but ended up costing me big time!!!
Regards,
[redacted]
At Coast to Coast we pride
ourselves in customer satisfaction and we conduct ourselves professionally, we
don’t let our personal emotions mixed with the business. What was discussed is
why [redacted] started this complaint on the same day that she called and was told
the mechanic will be leaving the next day to install the Antenna.
[redacted]did not offer to pay for any expenses related to the antenna repair. She did
suggest having it shipped back and forth to be repaired at our facility
(assuming we absorb the transport expenses).
This is a copy of an email that was exchanged with [redacted] that clearly
states the opposite of what she claims:
[redacted],
I need a little more
clarity on these options. It is unacceptable for any option to include me
absorbing any costs associated with the install. If you ship the antenna
to Marion, how are we handling the costs for a local install? If you install
the antenna at the dealership, how are the costs to transport the vehicle to and
from the dealership location being handled?
I appreciate the
clarification so we can get this resolved asap.
Thanks,
-[redacted] “
Giving the circumstance of [redacted]
not being present at the dealership, the title application was sent to her so
she can review and sign which she did. If there was a mistake on our part she should
have noticed it and informed us of the required changes before signing the
application and sending it back.
All of the options for each
vehicle are listed on our website and there is disclaimer clearly stating:
*Internet Special/Discount
Price may NOT be compatible with dealer sponsored or subsidized sub-prime
financing; Internet discount price only applies to customers with approved
credit. Furthermore, inventory is subject to prior sale and prices are subject
to change without notice, cannot be combined with any other offer(s), do not
include Taxes, Title Fees ($25), Documentation Fees ($150); To ensure your
complete satisfaction, please contact us to verify accuracy. While we make every
effort to present information that is accurate, errors may appear from time to
time. However, it is based on data provided by the vehicle manufacturer and/or
other sources; therefore, the information contained on this site should be used
as a guide only and is not guaranteed. Under no circumstances Coast to Coast
will we be liable for any inaccuracies, claims or losses of any nature.*
As stated by the customer on September 17th, we agreed to install the vehicle antenna over the course of the weekend 19th-21st. The customer contacted the salesperson to inform him that she would be unavailable on Saturday the 20th. Accordingly, we scheduled to have our technician travel to Marion,...
OH to install the part the following day, September 21st.
PFA the email from the customer clearly stating that her sister would be unavailable on the 20th.
Our technician installed the part on September 21st and promised and the issue has been resolved.
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.
It is correct that a Coast to Coast representative came out and installed the Antenna. However, upon completion of the install my sister noticed that the Antenna was not flush with the roof and had a gap on the rear end of the Antenna. When she questioned the technician on whether or not this was correct. he replied stating"no, but I don't have the proper tools to fix it and that is the best I can do." My sister took photos and sent them to me which I forwarded to the dealer to ask if this was an appropriate install. I did not receive a reply. I then called the dealer to speak with [redacted], the General Manager, to get his feedback. His response was "I don't see anything wrong with it. It is the best that we could do since you refused to bring the vehicle here to fix it." He then confirmed that although he agrees that it is not fair to me as the consumer to have this experience, that he was not planning to make any further effort to fix the problem. He also then informed me that he was angry that I filed a report with the Revdex.com and that had he known before he sent the technician to fix the problem, that he would not have ever even sent a technician.
I worked with the Sales representative, [redacted], when this problem was initially brought to their attention. I offered to pay for return shipment from the dealership if they would offer to cover the shipment to return the vehicle and have it fixed onsite. This offer was not accepted. I was promised that the issue would be taken care of and told that they were looking to (1) have the vehicle fixed at [redacted], the closest shop to my location or to (2) have a mechanic from their location drive the 3 hours to my location to install the Antenna. I discussed my concerns with the quality of the install given that they wouldn't have an entire shop available to them if they installed it in my sister's driveway. I was assured that thorough research was done and that it was an easy fix, in addition I was assured that the technician was a veteran and had been with the company for more than 13 years and was more than knowledgeable to fix the issue. I accepted and trusted this decision, but of course was disappointed when finding out that indeed the technician did not have the correct tools to do a correct install.
Since then I have taken the vehicle to a Mercedes dealership closest to me whom informed me that the Antenna was installed incorrectly and that because of that the roof was damaged. I know have to pay extra to have a body shop fix the damage and then pay to have the antenna reinstalled. If I had known that Coast to Coast was going to respond to this problem in this way I would have just saved myself money and had the vehicle fixed right the first time.
A couple of last notes and new developments: first, while registering the title of the vehicle today I was informed by the BMV here in town that the title paperwork was filed incorrectly by the dealership and that the title was filed with an incorrect name. I am not sure how this could have happen, but it seems that either they did this vindictively because I have filed this report or that they really are that incompetent that they lack the ability to administratively handle the sale of a transaction. Second, when I finally reached the states to see the vehicle for the first time I noticed that the vehicle did not have the same features as advertised by the dealership - they indicated a keyless ignition but there is a regular ignition system requiring key entry. When I initially spoke with [redacted], Sales Representative, he confirmed this feature verbally. This was one of the features that I based my purchasing decision on - so I am highly disappointed as installing one will cost over $2700.
Although I can appreciate the initial efforts to fix the problem, I am disappointed that this business would choose to pass the costs of their mistakes to the consumer even costing the consumer extra money to save money on the sale. That is unfair to the consumer and I would not advise anyone to purchase a vehicle from this dealership - save yourself time, money and headache.
In the end I am forced with having to address this issue legally (more money) and file for compensation of damages and loss. I will be seeking additional penalties for the false advertising, fraud involving a sales transaction across state lines (federal), and pain and suffering since I have now had to retain a lawyer and rent a vehicle while I get my 'new' vehicle fixed.
It started out hopeful but ended up costing me big time!!!
Regards,
[redacted]