Collins Fireplace & Patio Shop, Inc.

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
First off, I don't appreciate the condescending tone of the response from the dealership Never once did I demand they payI have asked several times what portion or how much they would cover, not demanded they still haven't said Second, I don't believe this is a extended warranty issueI believe this is something missed at dealership as the window and rear speakers were missed as well as the corroded wheels which led to tire deflation The fact they missed these other things calls into question how "thorough" their inspection isThird, I feel it is not reasonable for me to have to take a day off to drive over two hours to podunk, Wisconsin with or without a loaner vehicle being made available to meFourth, I believe this whole issue could and would have been avoided if this dealership was more concerned about the customer than the bottom dollar(If they would have "allowed" me to get it fixed locally and then reimburse meThey said they had to have first chance to fix it.) Fifth, I will offer to disregard this bill if they agree to let me get the back window fixed locally and then agree to reimburse meOtherwise I again will ask them, how much are they willing to pay of the over $bill I asked about I am willing to accept a portion to off-set my billAs indicated, I purchased the vehicle with 97,xxx miles and put on about 4,That means the wear I put on is approximately 4% I would be willing to not have them cover that 4% if they will pay the restI have proveded a couple options for them to considerThank you.** *** ***
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** ***

I did sell the complainant's daughter a Chevrolet Impala on February 27th, 2016. When the complainant and his daughter were signing paperwork in the Business and Finance Office, the complainant said he saw on the our website that the car being purchased had been lowered in
priceHe asked if we could honor the lower price or throw in some premium floor matsWe agreed to purchase premium floor mats.Also, because of the recent cold temperatures the car had some very minor issue starting on the lotSometimes the cold can make batteries weakWhen the complainant and his daughter came in to purchase the vehicle we were very open and honest about the starting issues; we informed them that an extended period of driving should allow the alternator to charge the battery fully and if that didn't solve the starting issue we offered that we would be more than happy to purchase a new battery for the car.In regard to the car, it had all the markings of a Bluetooth enabled car, voice command button on the steering wheel and a microphone on the ceiling of the carIt also had an upgraded sound system, garage door opener buttons, and many other features that usually go along with having Bluetooth, but it did not have BluetoothI did make the mistake of not verifying it had it as I am a new salespersonOn Monday, February 29th 2016, the complainant came into the dealership very upset and informed us that the car did not have BluetoothI sincerely apologized for my mistake and we asked the complainant if he had a solution to this issueHe refused to offer a solution at the time, so we offered two (2) solutions to the complainantFirst we offered to buy a Bluetooth headset or other device, or the complainant could return the car for a full refundThe complainant left the dealership without giving us any feedback to help us resolve the issue.On Wednesday, March 2nd 2016, the complainant's wife called the dealership and I spoke to her regarding the Bluetooth issueFirstly, she apologized for her husbands behavior at the dealershipShe informed me that her daughter absolutely loves the car and is very happy and satisfied with it. She did say that her daughter did find a Bluetooth headset a Verizon store that would work for herI told the complainant's wife to have the daughter go ahead and purchase the Bluetooth headset, mail us the receipt and we would reimburse her. During this phone call I again apologized for my mistake of not verifying that the car had Bluetooth, because I am a new salespersonShe informed me that her daughter found the solution we offered in purchasing a Bluetooth headset satisfactory and to consider this issue resolvedShe again apologized for any trouble that was caused and to consider them happy and satisfied customers.I feel that we were being very fair in coming up with a reasonable solution to fix the Bluetooth issueI also feel that we were being fair in offering premium floor mats for the price drop issue and we were being very open and honest about the potential battery issue and resolution. We offered solutions to each one of the issues and from a phone call from the complainant's wife stating that the matter was resolved, we felt like we had a happy and satisfied customer. Ultimately, the Bluetooth issue boils down to a simple honest mistake and by no means was there any deception involved

[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 ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

The complainant purchased a GMC Yukon with 97,xxx miles on September 26, The complainant emailed me on October 5, regarding a window not working properly and a wiper issueI replied saying we would be more than happy to look at the issues and figure them outI offered to provide a
free loaner vehicle and to get in touch with our service department to find a good time for the complainant to have us look at itThe complainant did not respond to my reply on October 5, 2016. On January 25, 2017, the customer emailed me about the issue surrounding this complaint, a wheel bearing and immediately demanded that we pay for the repairI replied that wheel bearings are a very unpredictable part and can go bad at the drop of a hatAny person with a rudimentary understanding of automobiles would understand thatA vehicle with almost 100,miles will have issues like this come into play during this time and are part of wear and tearThis particular vehicle was inspected as required by the Wisconsin Department of TransportationIn that inspection, as per the Reasonable Care Standard section of the Wisconsin Buyer’s Guide, “Dealerships are required to test drive the vehicle and to inspect the interior and exterior” and “They are not required to take the vehicle apart or run tests unless necessary to diagnose apparent symptoms”. The only way to diagnose a wheel bearing issue without destroying the bearing itself, is to test drive the and listen for a “howl or grind” and to shake the wheel while hoisted to notice and wheel wobble. There is no way to visually inspect a wheel bearing without destroying the bearing itselfWe have met the “Reasonable Care Standard” by doing the only possible wheel bearing tests as stated above. As the complainant stated, this problem occurred 4,miles and over three months after the sale. We have an obligation to remedy undisclosed problems that as per the Wisconsin Buyers Guide if it existed at the time of sale, could have been found using reasonable care standards and was not disclosed and is reported to the dealer when discovered and the vehicle is made available to the dealershipThe wheel bearing test concluded that it was fine at the time of sale using reasonable care standards and passed inspection at the time of sale It is unfortunate that the complainant has experienced issues with the purchase of the vehicleThe complainant was offered the opportunity to purchase a warranty that covers bearings but the complainant declinedIt is unfair for a customer to demand payment on a repair bill that happened months after the sale on a vehicle that is nine years old and near 100,miles

In regards to ID# [redacted], On January 28th 2015 the complainants husband purchased a used 2004 Ford Ranger from me. In late February the complainants son came to my office and spoke with me regarding a transmission issue. I assured him we would work with him to make it right and to get the ranger...

in for an appointment so our service department could take a look at the issue. There was an appointment scheduled for February 27, 2015 to have the transmission looked at. The customer did not show up for their appointment and did not call or reschedule. On January 31, 2015 the complainants son purchased a 2006 Ford f150 with over 100,000 miles on it. On May 20, 2015 the complainant called and spoke with me notifying me of a motor issue on the 2006 F150. She said the truck was at a different dealership and they had already began work on the truck. We never saw the truck or had the opportunity for our service department to take a look at the issue with the truck. I apologized for the the inconvenience and explained that 4 months later on a 9 year old truck with over 100,000 miles there was not an existing warranty. When signing paperwork they were offered a 3 year 36,000 mile powertrain warranty. They agreed to take the warranty and our business manager held a check for the powertrain warranty until the customer could come up with the funds. A month passed and the customer notified us that they still did not have the funds to cover the powertrain warranty. We again agreed to hold the check even longer for the customer to get the funds together. On April 3, 2015 the customer called called and said they did not want the powertrain warranty. [redacted]SalesSouthworth Chevrolet Inc.Cell [redacted] Work (715) 568-2180