Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is fairly accurate after months of phone calls. I had to pursue the business owners for months to get a response and then days of followup to get a final resolutionIt has taken a tremendous amount of personal time to pursue the business owners to get the refund for extended warranty service that was never contracted with the *** *** ***Several commitments to get it rectified were not executed until I threatened to bring legal action to get a refund
Regards,
*** ***
I have read the complaint,filed by *** *** and unfortunately it is full of fallacies and inaccuracies It is true that *** *** did recently have a mechanical failure and when
the repair shop went to file the claim with the warranty company, the warranty company did not have a record of the warranty being filed However, the reason the warranty was never filed with the warranty company is that *** *** failed to pay us in full When we sold him the vehicle, the tires that were on the vehicle passed inspection and were in good physical condition They complained that the steering had a pull to it, so after checking it out and re-aligning it, we informed them that this was radial tire pull and it was just the way the tires had warn which was causing this pull We rotated the tires to help minimize the pull but ***'s father said he felt it needed new tires He and I discussed the matter and I agreed that we would split the cost of new tires with them This was clearly stated and understood and we shook hands on the deal ***'s father even went as far as getting a price from his repair shop and told me I could just pay him the 50% and he would have them done However, our supplier was able to get them cheaper which was going to save both of us money, so we agreed that we would perform the work and the ***'s would just pay us the 50% When *** came to pickup the car, I asked him how he was paying and he said his Dad would be by later to pay the bill After his father failed to show up for two days, I called him and he proceeded to tell me that he changed his mind and felt that we should have just paid for the whole cost I reminded him that this was not the deal we made and that we even went as far as shaking hands on it, so I asked him if he was turning his back on our gentlemens agreement; he paused and replied "yes, I will not be paying anything" I told him that we would not close out this vehicle sale until it was paid and he again replied that he was not paying a dime In December, we sent *** *** a follow up letter telling him it was over months past due and reminding him that we would not close out this file until it was paid in full This letter was unanswered and no monies were paid
Sometime in late June, we received a call from the warranty company saying that *** ***'s vehicle was at a repair shop and the repair facility filed a warranty claim for the needed repairs, but there was no record on file of that warranty existing He asked if we could pull our file and check our records to see if they purchased a warranty We pulled out the paperwork and saw the history as to what happened, so we informed the agent that the customer never finished paying us, so we never filed the warranty due to lack of payment He understood and asked if we wanted him to let the customer know this, which we granted permission Within a few hours, we received a call from *** whom was very upset demanding answers as to why the warranty wasn't filed We explained to her the whole situation and informed her that the bill was never paid, so the warranty was never filed We told her if they wanted to pay their bill, we would immediately submit the warranty and pay for it, so this way everyone would be hole She said she had to talk to her husband and would call back The next day, *** and his father showed up at our location ***, one of the founders of the company, went out and had a long conversation with them ***'s father went on telling her that they should have never had to pay for the tires in the first place because they were bad, which is why he refused to pay the bill I stepped into their meeting and I reminded him that the tires did in fact pass inspection and that they purchased the used vehicle in their existing condition I also reminded him that he and I made a deal and he was the one that backed out of it He agreed that he did agree to the deal, but decided after they picked the truck up that they shouldn't have to pay for it *** asked that they pay for their remaining portion and she will submit and pay for the warranty immediately; he refused Later that day, we received a phone call from a police officer who stated that he was called by the ***s on this matter After explaining the situation to him, he spoke to the ***'s and later called us back The officer explained that he understand what happened, however the customer has an invoice showing they paid for something that we didn't provide He said he understands that they didn't pay us for something, but it is up to us to take legal action to collect on that bill and we do not have the right to withhold the product or services that they already paid for Reluctantly, we called the warranty company, faxed them the warranty paperwork and immediately mailed out a check From what I understand, *** got the work done to his vehicle and the warranty paid all warrantable costs Therefore they got what they wanted, yet we still sit here with a bill that is unpaid
With regards to the final two requests from *** ***, their attorney is a relative of the family and we are unsure why he even got involved About a week after this was resolved, we received a legal notice from their attorney (again a family member) putting us on notice that we owe them this warranty We simply replied that the matter had already been resolved and the warranty was submitted and paid for, yet we still have a balance due from the ***s; we never heard a word back On the final item, I am not exactly sure I understand his logic of asking for the warranty to start now, versus when he purchased the car? He was sold a month warranty that started from the time he purchased the car, just because he never had to use the warranty for a year after he purchased it, doesn't change how long the warranty should be in effect
The bottom line is that this customer failed to pay us in full which is why they caused their own delay in the warranty being processed In the end, they got what they wanted, their full warranty filed and paid for and we were left with an invoice that is over a year old, and still remains unpaid Attached is a copy of the invoice from the original work done as well as a copy of the letter we send them in December letting them know that we weren't closing their file until they paid this invoice in full
If there is anything else I can do for you, or if you need additional information please let me know
Regards,
*** **EFS Auto
Business Manager
Fleet Service ManagerPixley Industrial Pkwy
Rochester, NY 14624www.EFSAuto.comwww.EFSAutosales.com###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.When I read the company response, it appears they are only interested in stating my lack of intellect with regards to vehicles. Here is my response: 1) I have a document stating that if any brakes are presumed defective, then this would be repaired by the business in question. If requested, I can provide documentation from what they in this case from a mechanic, that perhaps they would consider- "knowledgeable about vehicles" stating the parking brake was defective. I was told that a defective parking brake would mean a NYS failed safety inspection, so that is why I am questing the validity of the original inspection. The mechanic I reviewed the vehicle with, Nick, had no knowledge of whether the brakes and rotors on the vehicle were of good quality, so I showed him under the car pre-purchase. I told him I would not purchase if these were not updated. The dealer gladly updated these for me at the time of purchase, which I appreciated. With the parking brake defective, I will not only not be able to drive this vehicle, but I will have to purchase new one.
2)The electrical repairs that occurred were post-purchase, and I returned the day after purchasing the vehicle. I was at work and had to leave my windows open during the day after and that is why I had to return to the dealership for repair.
3) I reached out several times during the year, no response from any party. I asked them all the questions that were in the complaint, yet not once did anyone send those answers my way. I emailed through the website each time, called the service, and never received any type of acknowledgement.
4)The seller told me the warranty that I did purchase was required because otherwise "he wasn't really going to make anything".
Even if they state that nothing is covered under warranty, they provided more information in their response to the Revdex.com than they ever provided myself. If the business had responded to my inquiries, general and specific during the year, I would not have submitted the complaint. But they refuse to acknowledge I am a customer at this point since I am no longer trying to purchase a vehicle. This is the first time they've acknowledged any of my communication since the month of purchase, despite my attempts to reach out. I have never used foul language in any of my attempts to reach out to the business, and I think they chose to overlook this because they did not want to take the time to explain what could be wrong with the vehicle at the risk of looking at fault.
Regards,
[redacted]
We were very sorry to hear of this complaint, not only for the fact that it is a complaint but it seems this customer has been misinformed and does not understand vehicles well enough to make these allegations. To start, I have attached a PDF file which contains supporting information and...
the first page you will find the purchase agreement for the sale of the vehicle in question. Please note that this vehicle had 176,000 miles which is well over the 100,000 mile maximum that NYS requires a dealer to provide any level of warranty coverage.The customer states "the seller told me I must purchase a warranty" which never happened. We offered her a power train warranty for added peace of mind because of the high mileage on this vehicle. Please see the second page of PDF that shows are conversation and the prices we offered her on the warranty. Next the customer said after she left, she noticed an electrical issue with her car buttons and key FOB not working. This was actually noticed at pre-purchase inspection which we had fixed prior to delivery of the vehicle; again please reference the 2nd page of PDF where you can see we spoke about that concern and how they would be repaired as part of the purchase.The next part clearly demonstrates the customer's lack of knowledge with vehicles. She says a few months later she had an issue with the EVAP light coming on and [redacted] told her the battery was never fully connected. The worse part of this is that she goes on to say that this is a sign we (the dealer) reset the codes at the time of purchase. The New York State Inspection computer will not allow a vehicle to pass inspection if the check engine light is on (which is what she meant when she said EVAP light), nor will it allow it to pass if the vehicle monitors are not ready. If there is a fault, it is true you can "clear" the check engine light but by doing so, it puts the monitors back into a pending state until the vehicle is driven enough for the car's computer to say everything is work OK or not. They typically reset within 50 to 100 miles; so there is no way we could have reset the check engine light and still be able to get the NYS inspection computer to pass it. Additionally, even if that did happen, it would take months to reset. As far as the battery "not being fully connected", this would cause an issue immediately, not three months later. I have never heard of a cabin air filter being installed backwards; cabin air filters are either a framed design or a frame-less cartridge style; in the PDF is a picture of the cartridge style filter used int he [redacted]. It cannot be installed backwards but lets just say it was, it would not cause the inhalation of pollutants that would be harmful. A lot of cars do not even have cabin air filters, but even a filter installed backwards would filter more than no filter at all. Lastly on the filter issue, we never serviced the cabin air filter as that is not part of our normal reconditioning process; it was installed the same way as when we took the vehicle in on trade. She is correct that we responded that none of these items are covered under any warranty because in fact, they are not! Her extended warranty was a power train only (engine, transmission, etc) and because of the mileage, there is no standard dealer warranty either.Lastly, she says that her parking brake is faulty and she is trying to say that again this is evidence that the computer was erased at the time of her purchase. This is over a year later post purchase, so I do not know how that can be pushed back onto us. Further, the parking brake system has nothing to do with the PCM (computer) of the vehicle; it is a mechanically operated system which would have no impact on the electronic inspection for New York State that was performed a year later.Clearly this customer is misinformed and I believe after reading all of the facts, it is pretty clear to see that we do not have any culpability on this matter. However, if there is any further questions, please do not hesitate to let us know.
I am sorry, apparently after we resolved it with the customer we forgot to inform the Revdex.com. We asked the customer what he wanted, the warranty or a refund and he requested a refund which we issued a bank check...
to him. What do we need to do to show this as corrected and/or satisfied? Mr. Wong should confirm this....should we email you a copy of the refund check?
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is fairly accurate after months of phone calls. I had to pursue the business owners for months to get a response and then days of followup to get a final resolutionIt has taken a tremendous amount of personal time to pursue the business owners to get the refund for extended warranty service that was never contracted with the *** *** ***Several commitments to get it rectified were not executed until I threatened to bring legal action to get a refund
Regards,
*** ***
I have read the complaint,filed by *** *** and unfortunately it is full of fallacies and inaccuracies It is true that *** *** did recently have a mechanical failure and when
the repair shop went to file the claim with the warranty company, the warranty company did not have a record of the warranty being filed However, the reason the warranty was never filed with the warranty company is that *** *** failed to pay us in full When we sold him the vehicle, the tires that were on the vehicle passed inspection and were in good physical condition They complained that the steering had a pull to it, so after checking it out and re-aligning it, we informed them that this was radial tire pull and it was just the way the tires had warn which was causing this pull We rotated the tires to help minimize the pull but ***'s father said he felt it needed new tires He and I discussed the matter and I agreed that we would split the cost of new tires with them This was clearly stated and understood and we shook hands on the deal ***'s father even went as far as getting a price from his repair shop and told me I could just pay him the 50% and he would have them done However, our supplier was able to get them cheaper which was going to save both of us money, so we agreed that we would perform the work and the ***'s would just pay us the 50% When *** came to pickup the car, I asked him how he was paying and he said his Dad would be by later to pay the bill After his father failed to show up for two days, I called him and he proceeded to tell me that he changed his mind and felt that we should have just paid for the whole cost I reminded him that this was not the deal we made and that we even went as far as shaking hands on it, so I asked him if he was turning his back on our gentlemens agreement; he paused and replied "yes, I will not be paying anything" I told him that we would not close out this vehicle sale until it was paid and he again replied that he was not paying a dime In December, we sent *** *** a follow up letter telling him it was over months past due and reminding him that we would not close out this file until it was paid in full This letter was unanswered and no monies were paid
Sometime in late June, we received a call from the warranty company saying that *** ***'s vehicle was at a repair shop and the repair facility filed a warranty claim for the needed repairs, but there was no record on file of that warranty existing He asked if we could pull our file and check our records to see if they purchased a warranty We pulled out the paperwork and saw the history as to what happened, so we informed the agent that the customer never finished paying us, so we never filed the warranty due to lack of payment He understood and asked if we wanted him to let the customer know this, which we granted permission Within a few hours, we received a call from *** whom was very upset demanding answers as to why the warranty wasn't filed We explained to her the whole situation and informed her that the bill was never paid, so the warranty was never filed We told her if they wanted to pay their bill, we would immediately submit the warranty and pay for it, so this way everyone would be hole She said she had to talk to her husband and would call back The next day, *** and his father showed up at our location ***, one of the founders of the company, went out and had a long conversation with them ***'s father went on telling her that they should have never had to pay for the tires in the first place because they were bad, which is why he refused to pay the bill I stepped into their meeting and I reminded him that the tires did in fact pass inspection and that they purchased the used vehicle in their existing condition I also reminded him that he and I made a deal and he was the one that backed out of it He agreed that he did agree to the deal, but decided after they picked the truck up that they shouldn't have to pay for it *** asked that they pay for their remaining portion and she will submit and pay for the warranty immediately; he refused Later that day, we received a phone call from a police officer who stated that he was called by the ***s on this matter After explaining the situation to him, he spoke to the ***'s and later called us back The officer explained that he understand what happened, however the customer has an invoice showing they paid for something that we didn't provide He said he understands that they didn't pay us for something, but it is up to us to take legal action to collect on that bill and we do not have the right to withhold the product or services that they already paid for Reluctantly, we called the warranty company, faxed them the warranty paperwork and immediately mailed out a check From what I understand, *** got the work done to his vehicle and the warranty paid all warrantable costs Therefore they got what they wanted, yet we still sit here with a bill that is unpaid
With regards to the final two requests from *** ***, their attorney is a relative of the family and we are unsure why he even got involved About a week after this was resolved, we received a legal notice from their attorney (again a family member) putting us on notice that we owe them this warranty We simply replied that the matter had already been resolved and the warranty was submitted and paid for, yet we still have a balance due from the ***s; we never heard a word back On the final item, I am not exactly sure I understand his logic of asking for the warranty to start now, versus when he purchased the car? He was sold a month warranty that started from the time he purchased the car, just because he never had to use the warranty for a year after he purchased it, doesn't change how long the warranty should be in effect
The bottom line is that this customer failed to pay us in full which is why they caused their own delay in the warranty being processed In the end, they got what they wanted, their full warranty filed and paid for and we were left with an invoice that is over a year old, and still remains unpaid Attached is a copy of the invoice from the original work done as well as a copy of the letter we send them in December letting them know that we weren't closing their file until they paid this invoice in full
If there is anything else I can do for you, or if you need additional information please let me know
Regards,
*** **EFS Auto
Business Manager
Fleet Service ManagerPixley Industrial Pkwy
Rochester, NY 14624www.EFSAuto.comwww.EFSAutosales.com###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.When I read the company response, it appears they are only interested in stating my lack of intellect with regards to vehicles. Here is my response: 1) I have a document stating that if any brakes are presumed defective, then this would be repaired by the business in question. If requested, I can provide documentation from what they in this case from a mechanic, that perhaps they would consider- "knowledgeable about vehicles" stating the parking brake was defective. I was told that a defective parking brake would mean a NYS failed safety inspection, so that is why I am questing the validity of the original inspection. The mechanic I reviewed the vehicle with, Nick, had no knowledge of whether the brakes and rotors on the vehicle were of good quality, so I showed him under the car pre-purchase. I told him I would not purchase if these were not updated. The dealer gladly updated these for me at the time of purchase, which I appreciated. With the parking brake defective, I will not only not be able to drive this vehicle, but I will have to purchase new one.
2)The electrical repairs that occurred were post-purchase, and I returned the day after purchasing the vehicle. I was at work and had to leave my windows open during the day after and that is why I had to return to the dealership for repair.
3) I reached out several times during the year, no response from any party. I asked them all the questions that were in the complaint, yet not once did anyone send those answers my way. I emailed through the website each time, called the service, and never received any type of acknowledgement.
4)The seller told me the warranty that I did purchase was required because otherwise "he wasn't really going to make anything".
Even if they state that nothing is covered under warranty, they provided more information in their response to the Revdex.com than they ever provided myself. If the business had responded to my inquiries, general and specific during the year, I would not have submitted the complaint. But they refuse to acknowledge I am a customer at this point since I am no longer trying to purchase a vehicle. This is the first time they've acknowledged any of my communication since the month of purchase, despite my attempts to reach out. I have never used foul language in any of my attempts to reach out to the business, and I think they chose to overlook this because they did not want to take the time to explain what could be wrong with the vehicle at the risk of looking at fault.
Regards,
[redacted]
We were very sorry to hear of this complaint, not only for the fact that it is a complaint but it seems this customer has been misinformed and does not understand vehicles well enough to make these allegations. To start, I have attached a PDF file which contains supporting information and...
the first page you will find the purchase agreement for the sale of the vehicle in question. Please note that this vehicle had 176,000 miles which is well over the 100,000 mile maximum that NYS requires a dealer to provide any level of warranty coverage.The customer states "the seller told me I must purchase a warranty" which never happened. We offered her a power train warranty for added peace of mind because of the high mileage on this vehicle. Please see the second page of PDF that shows are conversation and the prices we offered her on the warranty. Next the customer said after she left, she noticed an electrical issue with her car buttons and key FOB not working. This was actually noticed at pre-purchase inspection which we had fixed prior to delivery of the vehicle; again please reference the 2nd page of PDF where you can see we spoke about that concern and how they would be repaired as part of the purchase.The next part clearly demonstrates the customer's lack of knowledge with vehicles. She says a few months later she had an issue with the EVAP light coming on and [redacted] told her the battery was never fully connected. The worse part of this is that she goes on to say that this is a sign we (the dealer) reset the codes at the time of purchase. The New York State Inspection computer will not allow a vehicle to pass inspection if the check engine light is on (which is what she meant when she said EVAP light), nor will it allow it to pass if the vehicle monitors are not ready. If there is a fault, it is true you can "clear" the check engine light but by doing so, it puts the monitors back into a pending state until the vehicle is driven enough for the car's computer to say everything is work OK or not. They typically reset within 50 to 100 miles; so there is no way we could have reset the check engine light and still be able to get the NYS inspection computer to pass it. Additionally, even if that did happen, it would take months to reset. As far as the battery "not being fully connected", this would cause an issue immediately, not three months later. I have never heard of a cabin air filter being installed backwards; cabin air filters are either a framed design or a frame-less cartridge style; in the PDF is a picture of the cartridge style filter used int he [redacted]. It cannot be installed backwards but lets just say it was, it would not cause the inhalation of pollutants that would be harmful. A lot of cars do not even have cabin air filters, but even a filter installed backwards would filter more than no filter at all. Lastly on the filter issue, we never serviced the cabin air filter as that is not part of our normal reconditioning process; it was installed the same way as when we took the vehicle in on trade. She is correct that we responded that none of these items are covered under any warranty because in fact, they are not! Her extended warranty was a power train only (engine, transmission, etc) and because of the mileage, there is no standard dealer warranty either.Lastly, she says that her parking brake is faulty and she is trying to say that again this is evidence that the computer was erased at the time of her purchase. This is over a year later post purchase, so I do not know how that can be pushed back onto us. Further, the parking brake system has nothing to do with the PCM (computer) of the vehicle; it is a mechanically operated system which would have no impact on the electronic inspection for New York State that was performed a year later.Clearly this customer is misinformed and I believe after reading all of the facts, it is pretty clear to see that we do not have any culpability on this matter. However, if there is any further questions, please do not hesitate to let us know.
I am sorry, apparently after we resolved it with the customer we forgot to inform the Revdex.com. We asked the customer what he wanted, the warranty or a refund and he requested a refund which we issued a bank check...
to him. What do we need to do to show this as corrected and/or satisfied? Mr. Wong should confirm this....should we email you a copy of the refund check?
[redacted]