Crosspointe Autoplex

[redacted] did contact me a couple of times I did commit to send him a check to take the sting out of it (I believe I committed $300-$500, but don't recall the exact amount) My schedule and work load has been such that I lost track of our last correspondence and failed to send him the check to honor my commitment I will look after it promptly

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]Revdex.com,
The business owner in a separate email to me stated he would send me a check
right away.  I have reviewed the response
made by the business in reference to complaint ID [redacted] as well as the email
from the Business Owner.  I find his offer and resolution is satisfactory
to me.  
On a side note,  I
appreciate the manner in which [redacted] and his team have handled this situation.
 I respect them more now than if we did not have any issues in the first
place.  I will definitely recommend [redacted]
and his company to anyone looking to buy a quality used vehicle. 
Regards, 
[redacted]

[redacted] did contact me a couple of times.  I did commit to send him a check to take the sting out of it (I believe I committed $300-$500, but don't recall the exact amount).  My schedule and work load has been such that I lost track of our last correspondence and failed to send him...

the check to honor my commitment.  I will look after it promptly.

Review: Please review the daisy-chain of emails below for details about the problems we have experienced. Should you need copies of the documentation (receipts); I can forward the original emails with the attachments.

Good afternoon [redacted],

Greetings from Hayden! I hope all is well with you and your family.

My family and I continue to enjoy our 2008 Ford F-150 Limited pickup...it's a very attractive vehicle!

[redacted], after my bypass surgery, we talked on the phone about my email dated July 27, 2015 (see below), regarding the issues with the truck we purchased. I have attached an additional Invoice from Perfection tire ($511.08). The sparkplugs (4) that were replaced prior to our purchasing the truck were the wrong ones. This now takes our expense to $1039.23 (refer to attached Invoices). This total only includes the necessary repairs; not some of the minor repairs that we've had to cover as well.

Additionally, we have not received the Remote Start FOB's for our truck. We do have the Remote Start owner's manual in the glove box (separate booklet from the truck owner's manual)...do you have the FOB's at your dealership? Lastly, we are currently experiencing transmission slippage on a nearly every daily basis. I'm not sure what that will cost us to repair, but I'm optimistic...(hope & pray) that this will be our last major repair expense.

[redacted], per our conversation you offered to send us a check to "take the sting out". I hope we can resolve this and put it behind us so that we can enjoy our truck without further distractions. I would appreciate you sending me a check and the Remote Start FOB'S to our business at:

SGI Partners, Inc.

All my best,

[redacted] |Founding Partner/CEO & Sr. Management Consultant | Search Group International (SGI), Inc. | [redacted] | [redacted]Original Message-----

From: [redacted] [mailto:[redacted]]

Sent: Monday, July 27, 2015 5:49 PM

To: [redacted] Cc: [redacted]

Subject: 2008 Ford F-150 Limited

Good afternoon Mr. [redacted],

[redacted], we are enjoying our new to us 2008 Ford F-150 Limited pickup. You and your friendly staff were very easy to work with.

Amy and I completely understand that we bought the truck "AS IS", as such there are no guaranteed or warranties. With that said I would like to inform you of some problems that have surfaced during our first week as owners. The passenger side mirror was broken in two places (see attached); this fact was not pointed out to us before we purchased the vehicle. We replaced the mirror through Tom Addis Lake City Ford (see attached) at a cost of $439.75. And the driver door check strap ASY -DOO $43.40 part + labor @ $45. During a downpour this afternoon the windshield wipers failed to come on, creating a dangerous situation. I have had all of these issues fixed at my expense and I recognize you are not responsible financially. [redacted] I would appreciate any consideration you would provide to us. Knowing what I know now, I would have still purchased the truck...it would have been my preference to receive full disclosure.

I will look forward to hearing your thoughts.

All my best,

[redacted] | Partner/CEO & Sr. Management Consultant | Search Group International (SGI), Inc. | [redacted] | [redacted]

-----Original Message-----

From: parts 4 [mailto:[email protected]]

Sent: Tuesday, July 21, 2015 10:55 AM

To: [redacted]

Subject:

17d742 is painted and the $ is black

-----Original Message-----

From: [redacted] [mailto:[redacted]]

Sent: Tuesday, July 21, 2015 12:28 PM

To: [redacted]

Subject: metro expressDesired Settlement: Please assist us to obtain a refund of ($1039.23) representing our out of pocket repair expenses to date. I know we can't continue to hold the dealership responsible indefinately. However, I believe since these issues occured relatively soon after our purchase...our request is reasonable. I really wish it had not come to this, I believe [redacted] is a good Christian Man, who conducts his business with honesty and integrity. He has not responded to my phone calls or my last email; I feel like this is the only way to resolve this issue in a timely and reasonable manner. Thanks for your help.Please refund ($1039.23) out of pocket repair expenses to date. I know we cannot continue to hold the dealership responsible indefinitely. However, I believe since these issues occurred relatively soon after our purchase...our request is reasonable. I really wish it had not come to this, I believe [redacted] is a good Christian man, who conducts his business with honesty and integrity. He has not responded to my phone calls or my last email; I feel like this is the only way to resolve this issue in a timely and reasonable manner. Thanks for your help.

Founding Partner, President & CEO

Senior Management Consultant

Search Group International, (SGI) Partners, Inc.

[redacted] / [redacted]

Business

Response:

[redacted] did contact me a couple of times. I did commit to send him a check to take the sting out of it (I believe I committed $300-$500, but don't recall the exact amount). My schedule and work load has been such that I lost track of our last correspondence and failed to send him the check to honor my commitment. I will look after it promptly.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]Revdex.com,

The business owner in a separate email to me stated he would send me a check

right away. I have reviewed the response

made by the business in reference to complaint ID [redacted] as well as the email

from the Business Owner. I find his offer and resolution is satisfactory

to me.

On a side note, I

appreciate the manner in which [redacted] and his team have handled this situation.

I respect them more now than if we did not have any issues in the first

place. I will definitely recommend [redacted]

and his company to anyone looking to buy a quality used vehicle.

Regards,

Review: I purchased a car from Crosspointe in December 2012 with the Service Engine light on. They assured me it was a simple exhaust problem, and they would fix it. I took the car back to have them fix it in January. After getting it back a few days later, the Service Engine light came back on within 5 minutes of driving it. I took the car back again and received it back a few days later. The Service Engine light stayed off until about four months later. I took the car to a local shop. They diagnosed it as having the same issues that Crosspointe had fixed. Crosspointe recommended I bring the car to them to fix it, and possibly trade it as I hoped to do. I paid over $400 to have it towed to them. They took it to another shop close by to them where it sat for two weeks. The shop diagnosed it as a different problem. I paid over $700 to have the car fixed there. Crosspointe was unwilling to trade at when I picked it up, even though we had discussed it prior. I began driving the car home and after an hour the Service Engine light began blinking. About twenty minutes later the car began making a loud squealing noise. Now the Service Engine light is permanently and blinks occasionally. I have taken the car down three times to have the original problem fixed. The dealer has spent considerable money to fix the car. I have spent valuable time and money trying to fix the car and cannot afford the time or money to continue this routine. The car is a lemon.Desired Settlement: I would either like to receive a refund; or adequate compensation for my time, money, ware and tare on the vehicle and a complete proper repair for the vehicle.

Business

Response:

[redacted] purchased a 2003 [redacted] from Crosspointe Autoplex on 12/05/2012. The conditions of sale were the vehicle being sold as is. Crosspointe Autoplex agreed on a due bill document to (this is an industry document that covers any promised conditions outside of the as is status) do a tune up and replace O2 sensors at Crosspointe's expense. Mr. [redacted] was offered and declined to purchase an extended service contract (also known as an extended warranty) at the time of his purchase. Crosspointe completed the work on the due bill as agreed. Crosspointe has gone well beyond that agreement from a service and good will expense standpoint. The issues that we have tried to help mr. [redacted] with have not all been of the same nature. This vehicle is 10 years old and we have no idea how the vehicle has been used or maintained in the last six months aside from work that we have had done (this is not to insinuate that mr. [redacted] did anything negligent, however it was out of our hands). Vehicles of this age can have any variety of maintenance and mechanical problems due to age and previous maintenance and care. It would not qualify as a lemon due to these facts. Mr. [redacted]s decision to purchase a vehicle at such a distance from his home without purchasing an extended service contract which he could have used anywhere and it would have covered his repair costs is unfortunately the biggest reason for his inconvenience. We are a customer friendly dealer and have gladly extended the time and money that we have in this matter; however we are not able to keep doing it on an open ended basis. We apologize that mr. [redacted] thought we were telling him that we would not take it back on trade. What we tried to communicate was that we are able to take it back on trade based on current market value which is driven by book value and condition. Unfortunately we are not able to base that value on his purchase price.

Consumer

Response:

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.

I completely understand the inherent risk that comes with

buying a used car, as I have bought several used cars before. Although each

vehicle is different, and yes, we cannot determine the nature of the previous

owner’s use/care, it would be reasonable to imagine that even a vehicle ten

years old might last over five months before breaking down. This is just my

experience with used vehicles that I have purchased in the past. If this is the

norm for Crosspointe, as it sounds, then there seems to be questionable

business practice in play. But let’s focus on my current situation and back up

to the original purchase. Yes, Crosspointe is customer friendly. They were very

friendly and have been patient with me each time I have taken the vehicle back

to have the original issue repaired. However, friendly is not synonymous with integrity,

and neither associate with competence. I understand that this is a judgment

statement so let me expound on the facts to back it up.

First, I was told prior to seeing the car by [redacted] that the

car ran fine and there was absolutely nothing wrong with it. He even offered to

drive it to Coeur d’Alane for me to sell it. (*friendly customer service) I

declined and decided to go to Crosspointe to see it myself. During the test

drive, I noticed the check engine light was on, which suggested there may have

been a problem. Hence lack of integrity and/or competence in relation to [redacted]’s

initial claim. Crosspointe assured me that it was just the O2 sensors and they

would fix it. I agreed, which was bad buying on my part, I’ll accept that.

I ended up taking the vehicle back for repair of the initial

problem to Crosspointe two times; two because they could not fix it properly

the first time. Crosspointe has since sent me the receipts of the repairs upon

my request. There is a receipt from [redacted] for the parts from the first

trip to Crosspointe. However, there is no documentation of service. [redacted]

explained that their mechanic did the repairs and at the time, “they just weren’t

set up for that”. Assuming they did use the parts on my car, and the problem

was not fixed, one might easily conclude that Crosspointe was incorrect about

the initial status of the problem. Being “customer friendly”, they attempted to

fix the problem a second time. The second time, they took the vehicle to an

outside mechanic. The service engine light stayed off for the next few months.

The service engine light came back on in May. I took it to a

local mechanic who diagnosed part of the problem as the catalytic converter

(which is associated with the initial problem). After discussing my options

with [redacted] at Crosspointe, he stated that I could take the catalytic converter

to [redacted]’s to use the warranty. This still would have cost me a substantial

amount for the local mechanic to replace due to labor. After asking about a

trade (because the initial problem was not going to be fixed), [redacted] stated that

I would need to bring the car in to see what the problem was. It made sense

financially to have Crosspointe fix the problem as well since they knew the car

and had already been working with it. I paid over $400 to have it towed to

Crosspointe. They handed the car over to an outside mechanic again. After a few

weeks of waiting for it to be fixed, I got the car back. The outside mechanic

assessed the problem differently than my local mechanic. I willingly paid over

$700 to fix the issue since they claimed it was not related to the initial

problem.

When I inquired about a trade, [redacted] wasn’t very interested

in negotiating a trade value or working with me on lowering the price of any of

the vehicles on the lot. Honestly, I appreciate that I did not trade considering

the condition of Crosspointe’s inventory as explained in their previous

response. While driving the vehicle

home, the check engine light came back on within an hour and the car eventually

started making a loud noise. I chose not to take the vehicle back a fourth time

to assess the check engine light issue, and chose instead to pursue the current

means to solve the initial problem.

As for the extended warranty and me buying a car at such a

distance, I do not see how these are related to the initial condition of the

car when I bought it; and Crosspointe’s claims that nothing was wrong with it,

especially considering the current facts.

Again, I understand the nature of the used car business,

both with its cars and its employees. Had the initial problem been what they

said it was, I would not have needed to take it back several times. It seems

that Crosspointe misdiagnosed the initial problem when I bought it, as I assume

they were not lying to me despite [redacted]’s initial claim. It would be great if

they had the moral fortitude to own up to their mistake and take care of the

issues at hand.