Initial Business Response /* (1000, 5, 2017/07/27) */
A written response has been emailed to [redacted]
Thank you.
[redacted]
July 27, 2017 VIA EMAIL
Revdex.com
1888 Brunswick Street, Suite 303
Halifax, NS B3J...
3J8
To the Bureau:
Re: Case No. [redacted]
I write to the Bureau on behalf of Century [redacted]. Century [redacted] thanks the RevDex.com for the opportunity to respond to the statement made in relation to Case
No. [redacted]. As the Bureau has requested, Century [redacted] will not name the customer in
relation to this case and at all-times hereafter will refer to them simply as the "Customer".
The complaint is viewed by Century [redacted] as three distinct issues related to the July 23,
2017 sale of a previously owned [redacted]:
1. The vehicle history;
2. A charge for locking wheel nuts; and
3. A wheel alignment of the vehicle.
Century [redacted] will speak to each of these issues in turn.
Vehicle History
In their statement to the Revdex.com, the Customer indicates some confusion
about Century [redacted]'s policy about supplying [redacted] reports on particular vehicles.1
Century [redacted] will lay out its policy for the Bureau. Car Proof Reports are provided as a
standard matter of course for virtually all previously owned vehicles in Century [redacted]'s
inventory which are:
1. A [redacted] vehicle; or,
2. Both under five years of age and have been driven less than [redacted] kms.
Century [redacted] may sometimes offer or advertise [redacted] reports for vehicles outside
of the two scenarios above, but this is done in an ad-hoc basis due to the cost of the service. Century [redacted] does not typically provide [redacted] reports in relation to other
inventory, which is often sold at wholesale auction.
However, Century [redacted] will always provide a [redacted] report on any pre-owned
vehicle in its inventory at the request of a customer.
The Customer purchased their vehicle on June 23, 2017. At no point before the time of
purchase did the Customer request a [redacted] report or make other inquiries regarding
the car's history. Had the Customer requested a [redacted] report on the vehicle, one
would have been provided.
When the Customer subsequently expressed concern about the vehicle to Mr. [redacted]
of Century [redacted], the Customer writes in his statement to the Bureau, "[redacted] asked if I
was sure that he didn't send the car proof report with the service records, allowing me to
believe that Century [redacted] was aware of the accident history". [redacted] made a mistake in
his correspondence with the Customer, confusing the Customer with the person who
originally sold the [redacted] to Century [redacted]. [redacted] had previously exchanged a
number of documents with this seller and was confused about the Customer's request until
[redacted] realized who he was corresponding with.
The following email exchange took place after the sale:
July 7, 2017 at 11:38 a.m. - The Customer wrote: "(...) Was it my responsibility to
ask for a carfax ?"
July 7, 2017 at 3:42 p.m. - [redacted] wrote: "Yes. Are you sure I did not send it to
you when I emailed you the service records?
[redacted] did not email service records to the Customer, but was instead referring to
correspondence he had with the seller. [redacted] did not intend to send the Customer a
[redacted] report but instead failed to in error; a report was not requested and thus by
Century [redacted]'s general practice, one would not have been provided.
Century [redacted] later offered [redacted] the opportunity to exchange the [redacted] for a
different model in Century [redacted]'s inventory of similar value (with any difference to be paid
by the Customer or Century [redacted], depending on the price of the model and as per mutual
agreement between Century [redacted] and the Customer). The Customer declined this offer.
Century [redacted] will continue to honour this offer of exchange, subject to the above noted
conditions.
Locking Wheel Nuts
As a typical matter of course, Century [redacted] installs new locking wheel nuts on all
inventory which is to remain on the premises. Perhaps it was because the sale of the [redacted] occurred rather swiftly after it entered Century [redacted]'s inventory that there were
no new locking wheel nuts installed on the vehicle.
Century [redacted] regrets this oversight and is willing to refund the cost of the wheel nuts
forthwith.
Wheel Alignment
A wheel alignment on the [redacted] was conducted on the morning of June 23, 2017.
A copy of the alignment report will follow by email.
In summation
Century [redacted] remains willing to exchange the vehicle for one of equivalent value (with
any difference to be paid by the Customer or Century [redacted], depending on the price of the
model and as per mutual agreement between Century [redacted] and the Customer); and
Century [redacted] is willing to refund the full cost of the locking wheel nuts ($99 inclusive of
HST). All other matters have been explained above.
Yours very truly,
[redacted]
1 While "[redacted]" and "[redacted]" are two separate vehicle history services and the terms are
sometimes colloquially used interchangeably, [redacted] is the service utilized by Century [redacted]
Initial Business Response /* (1000, 5, 2017/07/27) */
A written response has been emailed to [redacted]
Thank you.
[redacted]
July 27, 2017 VIA EMAIL
Revdex.com
1888 Brunswick Street, Suite 303
Halifax, NS B3J...
3J8
To the Bureau:
Re: Case No. [redacted]
I write to the Bureau on behalf of Century [redacted]. Century [redacted] thanks the RevDex.com for the opportunity to respond to the statement made in relation to Case
No. [redacted]. As the Bureau has requested, Century [redacted] will not name the customer in
relation to this case and at all-times hereafter will refer to them simply as the "Customer".
The complaint is viewed by Century [redacted] as three distinct issues related to the July 23,
2017 sale of a previously owned [redacted]:
1. The vehicle history;
2. A charge for locking wheel nuts; and
3. A wheel alignment of the vehicle.
Century [redacted] will speak to each of these issues in turn.
Vehicle History
In their statement to the Revdex.com, the Customer indicates some confusion
about Century [redacted]'s policy about supplying [redacted] reports on particular vehicles.1
Century [redacted] will lay out its policy for the Bureau. Car Proof Reports are provided as a
standard matter of course for virtually all previously owned vehicles in Century [redacted]'s
inventory which are:
1. A [redacted] vehicle; or,
2. Both under five years of age and have been driven less than [redacted] kms.
Century [redacted] may sometimes offer or advertise [redacted] reports for vehicles outside
of the two scenarios above, but this is done in an ad-hoc basis due to the cost of the service. Century [redacted] does not typically provide [redacted] reports in relation to other
inventory, which is often sold at wholesale auction.
However, Century [redacted] will always provide a [redacted] report on any pre-owned
vehicle in its inventory at the request of a customer.
The Customer purchased their vehicle on June 23, 2017. At no point before the time of
purchase did the Customer request a [redacted] report or make other inquiries regarding
the car's history. Had the Customer requested a [redacted] report on the vehicle, one
would have been provided.
When the Customer subsequently expressed concern about the vehicle to Mr. [redacted]
of Century [redacted], the Customer writes in his statement to the Bureau, "[redacted] asked if I
was sure that he didn't send the car proof report with the service records, allowing me to
believe that Century [redacted] was aware of the accident history". [redacted] made a mistake in
his correspondence with the Customer, confusing the Customer with the person who
originally sold the [redacted] to Century [redacted]. [redacted] had previously exchanged a
number of documents with this seller and was confused about the Customer's request until
[redacted] realized who he was corresponding with.
The following email exchange took place after the sale:
July 7, 2017 at 11:38 a.m. - The Customer wrote: "(...) Was it my responsibility to
ask for a carfax ?"
July 7, 2017 at 3:42 p.m. - [redacted] wrote: "Yes. Are you sure I did not send it to
you when I emailed you the service records?
[redacted] did not email service records to the Customer, but was instead referring to
correspondence he had with the seller. [redacted] did not intend to send the Customer a
[redacted] report but instead failed to in error; a report was not requested and thus by
Century [redacted]'s general practice, one would not have been provided.
Century [redacted] later offered [redacted] the opportunity to exchange the [redacted] for a
different model in Century [redacted]'s inventory of similar value (with any difference to be paid
by the Customer or Century [redacted], depending on the price of the model and as per mutual
agreement between Century [redacted] and the Customer). The Customer declined this offer.
Century [redacted] will continue to honour this offer of exchange, subject to the above noted
conditions.
Locking Wheel Nuts
As a typical matter of course, Century [redacted] installs new locking wheel nuts on all
inventory which is to remain on the premises. Perhaps it was because the sale of the [redacted] occurred rather swiftly after it entered Century [redacted]'s inventory that there were
no new locking wheel nuts installed on the vehicle.
Century [redacted] regrets this oversight and is willing to refund the cost of the wheel nuts
forthwith.
Wheel Alignment
A wheel alignment on the [redacted] was conducted on the morning of June 23, 2017.
A copy of the alignment report will follow by email.
In summation
Century [redacted] remains willing to exchange the vehicle for one of equivalent value (with
any difference to be paid by the Customer or Century [redacted], depending on the price of the
model and as per mutual agreement between Century [redacted] and the Customer); and
Century [redacted] is willing to refund the full cost of the locking wheel nuts ($99 inclusive of
HST). All other matters have been explained above.
Yours very truly,
[redacted]
1 While "[redacted]" and "[redacted]" are two separate vehicle history services and the terms are
sometimes colloquially used interchangeably, [redacted] is the service utilized by Century [redacted]