Cross Keys Auto, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meOn 9/29/16, I met with Mr***, who is making every effort to rectify the situation that prompted my complaint. He has approved the return of the Ford Escape to the dealership. Currently, we are in the process of finding another vehicle to settle upon, a process in which Mr*** is remarkably accommodating
Sincerely, *** ***

Complaint: ***
I am rejecting this response because:
I wasn’t refunded all of my moneyNowhere in the contract does it state that they were charge me per mile or $for the restocking feeThey gave me $back, but I
paid $2200, so I want my $sent to me
Sincerely,
*** ***

As stated above by the customer, she was refunded her money.

I have been trying to contact the consumer to resolve this issue. The shop is willing to put a new tire on his vehicle. They can call me directly at [redacted], General Manager

Initial Business Response /* (1000, 7, 2015/05/04) */
Contact Name and Title: [redacted] Finance Manag
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@crosskeysauto.com
From: Cross Keys Auto
To: Revdex.com Serving Eastern Missouri and Southern Illinois
Subject:...

Response to Case [redacted])
In regards to the above mentioned case, we have continuously attempted to rectify this situation in a mutually beneficial fashion. We have offered a number of alternatives to this customer, to which he has negatively responded on every occasion. We are not trying to be difficult nor are we unsympathetic to the situation. The price of the vehicle was agreed upon by the customer prior to his signing any and all documentation related to the purchase. The interest rate that the customer mentioned was not a product of our company's decision making process. It was determined by the lenders, based upon his credit history. In regards to the damages that the customer addressed, we were unaware of them at the time of sale. Regarding the damages, upon receipt of vehicles purchased from auction, we review the invoices that are provided with the vehicle. It is the auctions responsibility to inspect and annotate any frame damages or other significant issues that are identified during the inspection. This documentation is utilized by most dealerships to ensure there are no issues related to vehicles purchased from the aforementioned auctions. We currently have the said documents showing no such items identified. This is stated to show that there was no misrepresentation intended in the sales transaction pertaining to this vehicle.
In response the initial complaint, we originally offered to,
a) fix the vehicle to the customer's satisfaction
b) provide a four year 100,000 mile warranty at no charge
When customer did not acknowledge this offer, we followed up with an alternative choice as follows:
a) trade in the vehicle in question for a replacement vehicle with a better interest rate and lower payments
We have repeatedly tried to contact the customer to resolve the issue. The customer has refused to acknowledge our calls and will not return them to try to resolve this issue.

Hello, My name is [redacted] I am the General Manager of the Travers Auto Group. I am sad to hear that Ms. [redacted]'s experience at Cross Keys Auto was not A+ we strive to provide our customers with the best customer service possible. I understand your frustration and the last thing we...

want is an unhappy customer. I would love to talk with Ms. [redacted] directly is there a good time to call, if not she can contact me directly and we can work together and get this matter resolved. [redacted]General Manager Travers Auto Group/ Cross Keys Auto SalesP) [redacted].[redacted]@TraversAG.com

Initial Business Response /* (1000, 5, 2015/09/14) */
Contact Name and Title: [redacted] Sales Mgr.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@crosskeysauto.com
Mr. [redacted] purchased his 2008 Chrysler 300 on 06/29/2015 with 72519 miles we offer a 30 day or 1000 mile Powertrain...

warranty that covers the (motor, transmission, drivetrain) with a $100 deductible. He first brought the vehicle to the service station that we are contracted with on 7/31/15 with 74182 miles stating the vehicle was leaking fluid the service tech advised us the Transmission Pan was in fact leaking so we replaced the pan and the gasket at no charge to him out of good Faith. On 8/13/15 He returned to the service station with 74470 miles this time stating that there was a knocking noise under the hood the service tech checked out the vehicle and advised Mr. [redacted] and Cross Keys that the Timing Chain tensions and seals need to be replaced at that time Mr. [redacted] was advised NOT TO DRIVE THE VEHICLE. Even though he was out of his Warranty we were still willing to help him out and save him a lot of Money again out of good Faith, He declined all the Repairs did not listen to the service advisors and took car anyway knowing the collateral damage that would be done if he drove the vehicle. On 8/17/15 Mr. [redacted] called and stated that the check engine came on car shut off we had vehicle towed to the service station with 75026 miles on it the shop looked at the vehicle again and advised us that Mr. [redacted] Has now Blown his engine up and he would need a new engine. We have gone above and beyond for Mr. [redacted] and except no responsibility for the Repairs that he provoked.