Crossroads Automotive of Corinth, Inc.

I have met with this customer in person, and we have agreed on a fair resolution to the issue

Customer apologized to us for how she reacted and stated that it was due to her personal financial situation and even stated that she over reacted when she filed the original complaint, she even stated that she was going to retract itWe informed her based on our findings along with General Motors Technical assistance as to what needed to be done to correct the issue with her vehicle, General Motors even agreed to cover a large part of the cost of repairs but the customer chose not to have us complete the repairsThis is even after she approved us to go further to diagnose everything, there was a tow bill that Crossroads paid along with the labor associated with the further inspection that we also covered and did not charge her anything forIt is very evident that what has caused this situation is the fact that she has a son that has not even looked at the vehicle and is "certified" and is "advising" her as to what he thinks needs to be done instead of our factory trained technicians along with GM Tech assistanceWe go above and beyond to try best we can to take care of all our customers, but there are times that no matter what we do its not enough for some folks and we just have to move forward

Mrs. [redacted] brought her vehicle in as stated with a problem of no acceleration, we checked the vehicle and found that both catalytic converters had completely come apart on the inside which can definitely causer the issue the customer was experiencing. At that time no other codes were present showing...

any other issues with the vehicle, we informed Mrs. [redacted] of what we had found and she told us to go ahead with the repairs. After the converters were replaced we drove the vehicle and it ran and drove perfectly. Mrs. [redacted] called a few days later stating that the vehicle was doing the same thing so we dispatched a wrecker to have it brought in so that we could check it further. After checking the vehicle it was determined that something had caused the new converters to burn up as well, with there being no codes in the computer showing any issues we are having to dig deeper to diagnose what is causing this to happen, I have been in the business for over 30 years and never have I seen this happen before. Mrs. [redacted]s son came up and we showed him the old converters and how they had come apart on the inside, my service advisor mis-spoke when saying they had holes in them but actually them having come apart on the inside is far worse than having a hole in them, it was a honest mistake but in no way trying to mis-lead Mrs. [redacted]s. As I told Mrs. [redacted]s on the phone after apologizing for her inconvenience, we always have and will continue to do what is right for all parties involved, however the comment of being taken advantage of because of her age and being a woman I take offense to. I am first and foremost a Christian and I try diligently to run this business so that it will be pleasing to the Lord as I answer to a higher calling and would never allow anybody to take advantage of anyone. I am always available to discuss any issues further.

Mrs. [redacted] brought her vehicle in as stated with a problem of no acceleration, we checked the vehicle and found that both catalytic converters had completely come apart on the inside which can definitely causer the issue the customer was experiencing. At that time no other codes were present...

showing any other issues with the vehicle, we informed Mrs. [redacted] of what we had found and she told us to go ahead with the repairs. After the converters were replaced we drove the vehicle and it ran and drove perfectly. Mrs. [redacted] called a few days later stating that the vehicle was doing the same thing so we dispatched a wrecker to have it brought in so that we could check it further. After checking the vehicle it was determined that something had caused the new converters to burn up as well, with there being no codes in the computer showing any issues we are having to dig deeper to diagnose what is causing this to happen, I have been in the business for over 30 years and never have I seen this happen before. Mrs. [redacted]s son came up and we showed him the old converters and how they had come apart on the inside, my service advisor mis-spoke when saying they had holes in them but actually them having come apart on the inside is far worse than having a hole in them, it was a honest mistake but in no way trying to mis-lead Mrs. [redacted]s. As I told Mrs. [redacted]s on the phone after apologizing for her inconvenience, we always have and will continue to do what is right for all parties involved, however the comment of being taken advantage of because of her age and being a woman I take offense to. I am first and foremost a Christian and I try diligently to run this business so that it will be pleasing to the Lord as I answer to a higher calling and would never allow anybody to take advantage of anyone. I am always available to discuss any issues further.

Let me back up and explain just a couple details about the vehicles we sell. If we trade for a vehicle such as was the case in the vehicle they bought from us, first we decide if its a vehicle that we are going to service and put on our lot for retail, or we determine if its one based on the year...

model and or miles that we are going to wholesale and not retail. This particular vehicle was one we had decided to wholesale instead of retailing. The [redacted] came in looking to spend a predetermined amount of money and this was the only option that would even come close to working for them. The statement that it was sold as a certified and that it had been checked out by our technicians is simply not true and they were told this at the time of purchase. We were completely unaware of any know issues with the vehicle but based on the year model and mileage this is why we made it perfectly clear that it was being sold as is with no warranty. We have included the document that was signed by them both stating it was being sold as is. Also any vehicle we sell that is certified has a GM Certified policy document that is signed by the customer, there is no such document included with this purchase. There have been a lot of false accusations by Mrs. [redacted] besides the fact she has talked down to myself and every employee she has talked with. However on good faith I did tell her that if it was something that was wrong with the vehicle at the time of purchase I would try and help them, we looked at the vehicle and found the issue and so I offered to pay half of the total repair. Again based on the document that they signed that clearly states as is no warranty I was under no obligation to do anything but was trying to go above and beyond to help them. Again Mrs. [redacted] just continued with more false accusations. The way I left it with her was that I would stand by my offer to pay half of this repair, also I might add that there has been approximately 5,000 miles put on this vehicle since purchase so this issue has not stopped it from being driven. Please advise me of anything additional that you may need. thanks