I understand the customer's concern. In diagnosing this issue, there was no way we could have addressed the issue at fault before completing the first diagnosis and repair thereafter. There were multiple issues at fault and unfortunately the main issue could not be addressed
before making the first repair. I am happy to address the concern and make any further repairs at our internal pricing, or offer a $savings certificate on a new/used vehicle purchased from our store. The customer can choose which option he/she would like. -*** W
Customer: *** *** ***
* In this case the customer is asking for a refund for monies paid for a second key and remote to the vehicle he purchased. There was no We Owe for this transaction at the time of purchase. In response, I'm happy to offer a Savings certificate of
$on a new vehicle purchased from our store. kw *** *** General Sales Manager Napleton's Schaumburg Buick-GMC ** *** *** ***
** ***
***
Revdex.comunfortunately this vehicle was sold to another party while in the process of attempting to secure financingwhile we cannot duplicate the exact vehicle we are amenable to finding the right car from our 5 store inventoryin addition we will off a $500 credit toward the purchase for the...
inconveniencethe consumer can deal directly with [redacted] at k[redacted]@napletonmail.com or 847 [redacted]thanks[redacted]
Warranties are not refunded in full after purchase. They are pro-rated for time owned and used. It shows this on our contract. However, I'm happy to offer a free oil change -OR- a free in house detail at the customer's convenience. Best, **
In response, If the Customer has the required proof of we owe I'll gladly offer him a replacement key at no cost as well as a 15% discount on his next service visit should he choose to come back. kw
Complaint: [redacted]
I am rejecting this response because: I have the paper work stating "we owe" a second key for the vehicle. I will gladly bring it again to the dealership to show you. I was told a while ago by your used car sales manager that the agreement you made with me will not be valid because the salesman no longer works for the business. It's no longer a problem because I steered away many customers from the business due to your lack of honesty and commitment to the customer.
Sincerely,
[redacted]
Customer: [redacted] The customer's concern was regarding pricing on a vehicle he was interested in purchasing. The customer was given a range of net cash differences and there was a miscommunication regarding fair trade value. In response to the concern, I'm happy to...
offer any of our certified pre owned vehicle to be purchased at the advertised price. As well as offer a $250 trade certificate in addition to current trade value based on condition at the time of purchase. Best, ** [redacted] General Sales Manager Napleton's Schaumburg Buick-GMC [redacted]
Initial Business Response /* (1000, 6, 2015/09/03) */
Contact Name and Title: [redacted] Sales Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@napletonmail.com
GAP refund has been processed by GAp company and will be applied to customers auto loan
Initial Consumer Rebuttal /* (3000,...
8, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this response because I was already told that it has been processed, however the loan was paid off in July. On 7/31, I was verbally told by [redacted] that if the loan was paid off then I have to have a faxed confirmation letter sent to the dealership, which I did twice. Also that the dealership would send me the refund amount. This is the first response I have had since 7/31. These people are not honest in there practices. This is what I was told I have dates and times of my conversation. There is nothing hidden about my practices.
Final Business Response /* (4000, 10, 2015/09/05) */
Contact Name and Title: [redacted], Sales Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@napletonmail.com
It is not fair nor accurate to say our staff is not honest in our business practices, Mr [redacted] willingly purchased his GAP insurance and then chose to close his loan account early. Our dealership does not underwrite to GAP policy, we processed his cancellation for him as a courtesy even though it is HIS responsibility to do so with the GAP company. His refund was delayed since Mr. [redacted] did not provide his cancellation in writing at the time of his original request. I have personally communicated to Mr. [redacted] that a check for $807.44 was mailed to his address of record on 08/28/15. The check number issued to Mr. [redacted] is XXXXX. We reject Mr. [redacted]'s accusation that we are a dishonest business and employ dishonest people. At this time we consider the matter closed and wish no further communication with Mr. [redacted].
Final Consumer Response /* (2000, 12, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I did speak with Mr [redacted] and they finally sent my refund on 9/6 however I resent the fact that I didn't go through the proper procedures. As I stated earlier, I have exact dates, times and saved voice mails to prove my case. I went through the proper channels and cancelled my coverage as per the contract. Faxed copies with dates and times,that I received from my confirmation pages,shows that it was sent in a timely manner. Also the insurance company has my timestamp and re corded information for future reference. So yes I finally received my refund but my allegation is still very valid of this dealership.
I understand the customer's concern. In diagnosing this issue, there was no way we could have addressed the issue at fault before completing the first diagnosis and repair thereafter. There were multiple issues at fault and unfortunately the main issue could not be addressed
before making the first repair. I am happy to address the concern and make any further repairs at our internal pricing, or offer a $savings certificate on a new/used vehicle purchased from our store. The customer can choose which option he/she would like. -*** W
Customer: *** *** ***
* In this case the customer is asking for a refund for monies paid for a second key and remote to the vehicle he purchased. There was no We Owe for this transaction at the time of purchase. In response, I'm happy to offer a Savings certificate of
$on a new vehicle purchased from our store. kw *** *** General Sales Manager Napleton's Schaumburg Buick-GMC ** *** *** ***
** ***
***
Revdex.comunfortunately this vehicle was sold to another party while in the process of attempting to secure financingwhile we cannot duplicate the exact vehicle we are amenable to finding the right car from our 5 store inventoryin addition we will off a $500 credit toward the purchase for the...
inconveniencethe consumer can deal directly with [redacted] at k[redacted]@napletonmail.com or 847 [redacted]thanks[redacted]
Warranties are not refunded in full after purchase. They are pro-rated for time owned and used. It shows this on our contract. However, I'm happy to offer a free oil change -OR- a free in house detail at the customer's convenience. Best, **
In response, If the Customer has the required proof of we owe I'll gladly offer him a replacement key at no cost as well as a 15% discount on his next service visit should he choose to come back. kw
Complaint: [redacted]
I am rejecting this response because: I have the paper work stating "we owe" a second key for the vehicle. I will gladly bring it again to the dealership to show you. I was told a while ago by your used car sales manager that the agreement you made with me will not be valid because the salesman no longer works for the business. It's no longer a problem because I steered away many customers from the business due to your lack of honesty and commitment to the customer.
Sincerely,
[redacted]
Customer: [redacted] The customer's concern was regarding pricing on a vehicle he was interested in purchasing. The customer was given a range of net cash differences and there was a miscommunication regarding fair trade value. In response to the concern, I'm happy to...
offer any of our certified pre owned vehicle to be purchased at the advertised price. As well as offer a $250 trade certificate in addition to current trade value based on condition at the time of purchase. Best, ** [redacted] General Sales Manager Napleton's Schaumburg Buick-GMC [redacted]
Initial Business Response /* (1000, 6, 2015/09/03) */
Contact Name and Title: [redacted] Sales Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@napletonmail.com
GAP refund has been processed by GAp company and will be applied to customers auto loan
Initial Consumer Rebuttal /* (3000,...
8, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this response because I was already told that it has been processed, however the loan was paid off in July. On 7/31, I was verbally told by [redacted] that if the loan was paid off then I have to have a faxed confirmation letter sent to the dealership, which I did twice. Also that the dealership would send me the refund amount. This is the first response I have had since 7/31. These people are not honest in there practices. This is what I was told I have dates and times of my conversation. There is nothing hidden about my practices.
Final Business Response /* (4000, 10, 2015/09/05) */
Contact Name and Title: [redacted], Sales Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@napletonmail.com
It is not fair nor accurate to say our staff is not honest in our business practices, Mr [redacted] willingly purchased his GAP insurance and then chose to close his loan account early. Our dealership does not underwrite to GAP policy, we processed his cancellation for him as a courtesy even though it is HIS responsibility to do so with the GAP company. His refund was delayed since Mr. [redacted] did not provide his cancellation in writing at the time of his original request. I have personally communicated to Mr. [redacted] that a check for $807.44 was mailed to his address of record on 08/28/15. The check number issued to Mr. [redacted] is XXXXX. We reject Mr. [redacted]'s accusation that we are a dishonest business and employ dishonest people. At this time we consider the matter closed and wish no further communication with Mr. [redacted].
Final Consumer Response /* (2000, 12, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I did speak with Mr [redacted] and they finally sent my refund on 9/6 however I resent the fact that I didn't go through the proper procedures. As I stated earlier, I have exact dates, times and saved voice mails to prove my case. I went through the proper channels and cancelled my coverage as per the contract. Faxed copies with dates and times,that I received from my confirmation pages,shows that it was sent in a timely manner. Also the insurance company has my timestamp and re corded information for future reference. So yes I finally received my refund but my allegation is still very valid of this dealership.