Cortland Used Cars

Upon receiving your letter dated.S/30/in regards to "Customer Services Issues" I was very concernedFirst and foremost thank you for your continued business and bringing such issues to our attention, as our small family owned business continues to grow we take each step of the journey withpride and dignityWe have been in business in Cortland for over years and pride ourselves oncustomer service and satisfactionI would like to take the time to address the issues that arose in your complaint.Cortland used cars consistently aims to deliver top quality customer and I would like to state that thecustomer service received during your buying experience was not the best it could beThe first issue was that of the tire pressure lightCustomer complained at time of test drive of a TPMS light that wasonIt is to be noted that this TPMS sensors are no where covered under the New York State Used Vehicle Dealer Limited WarrantyHappily we.took careof the sensors and paJd for them at [redacted] Tire an08/13/The second issue was the complaint of the back brakes "squeaking"This issue was alsoaddressed at [redacted] tire on the same date which concluded in brake adjustments along with brake rotor laborThese issues would have been assessed much sooner if the customer had returned to the place of sale before looking to have the service done on their own recognizanceThe next issue to address is thatof the "mechanic" Ms[redacted] speaks ofFor over years in business we have never had a mechanic that worked on the premise, nor have we ever told a customer that we doWe use multiple trusted servicegarages in which all of our NVS inspection work is performedMs[redacted] may have confused our workerthat washes cars as a mechanicIt needs to be stated that Cortland Used Cars is not a NVS registered service repair shop and no mechanics reside on the propertyNext the customer stated that after driving miles she noticed she had a flatAlthough we like to stand behind our products sold we do notmanufacture tiresAt the time of saleall tires were passed for inspection at aregistered NYS Service.repair shopAlthough, tires are not covered under NYS limited Warrantylast issue, customercomplained of being taken advantage of when it comes to priceAt the time of sale, Ms[redacted] vehiclehad a retail value of $7,according to NADAThe price she bought the vehicle for was$6,495.00.Which was a $reduction in the vehicles original pricing, therefore in regards to beingtaken advantage in regards to price, such is not trueNYS law does not require the owner of a smallbusiness to be present at any saleWe try our best to provide the absolute best business for allcustomers when selling quality pre owned vehicles; we do our best to provide the public with the bestused vehicles in the area with the most competitive pricingI, have included a copy of the NVS UmitedWarranty along with the bill that was paid for by Cortland Used cars at [redacted] Tire.Thank you for bringing this Issue to our attention and that you will no further have cause for a complaintin relation to our serviceWe are sincerely apologetic for any inconvenience this may have caused you.Cortland Used Cars is actively working to improve our service and customer satisfaction your feedback isgreatly appreciated and we look forward to doing business with you in the future.Sincerely,Shawn [redacted] Owner Cortland Used Cars

Upon receiving your letter dated.S/30/2016 in regards to "Customer Services Issues" I was very concerned. First and foremost thank you for your continued business and bringing such issues to our attention, as our small family owned business continues to grow we take each step of the journey...

withpride and dignity. We have been in business in Cortland for over 20 years and pride ourselves oncustomer service and satisfaction. I would like to take the time to address the issues that arose in your complaint.Cortland used cars consistently aims to deliver top quality customer and I would like to state that thecustomer service received during your buying experience was not the best it could be. The first issue was that of the tire pressure light. Customer complained at time of test drive of a TPMS light that wason. It is to be noted that this TPMS sensors are no where covered under the New York State Used Vehicle Dealer Limited Warranty. Happily we.took care. of the sensors and paJd for them at. [redacted] Tire an08/13/2016. The second issue was the complaint of the back brakes "squeaking". This issue was alsoaddressed at [redacted] tire on the same date which concluded in brake adjustments along with brake rotor labor. These issues would have been assessed much sooner if the customer had returned to the place of sale before looking to have the service done on their own recognizance. The next issue to address is thatof the "mechanic" Ms.[redacted] speaks of. For over 20 years in business we have never had a mechanic that worked on the premise, nor have we ever told a customer that we do. We use multiple trusted servicegarages in which all of our NVS inspection work is performed. Ms.[redacted] may have confused our workerthat washes cars as a mechanic. It needs to be stated that Cortland Used Cars is not a NVS registered service repair shop and no mechanics reside on the property. Next the customer stated that after driving 550 miles she noticed she had a flat. Although we like to stand behind our products sold we do notmanufacture tires. At the time of sale. all 4 tires were passed for inspection at a. registered NYS Service.repair shop. Although, tires are not covered under NYS limited Warranty. last issue, customercomplained of being taken advantage of when it comes to price. At the time of sale, Ms.[redacted] vehiclehad a retail value of $7,600.00 according to NADA. The price she bought the vehicle for was$6,495.00.Which was a $500 reduction in the vehicles original pricing, therefore in regards to beingtaken advantage in regards to price, such is not true. NYS law does not require the owner of a smallbusiness to be present at any sale. We try our best to provide the absolute best business for allcustomers when selling quality pre owned vehicles; we do our best to provide the public with the bestused vehicles in the area with the most competitive pricing. I, have included a copy of the NVS UmitedWarranty along with the bill that was paid for by Cortland Used cars at [redacted] Tire.Thank you for bringing this Issue to our attention and that you will no further have cause for a complaintin relation to our service. We are sincerely apologetic for any inconvenience this may have caused you.Cortland Used Cars is actively working to improve our service and customer satisfaction your feedback isgreatly appreciated and we look forward to doing business with you in the future.Sincerely,Shawn [redacted]Owner Cortland Used Cars