Initial Business Response /* (1000, 8, 2014/07/28) */
The customer has completed the paperwork and taken delivery of a new carThe matter is resolved
Initial Consumer Rebuttal /* (3000, 10, 2014/08/07) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
Yes I did receive a new carHowever I was forced to trade my new car in for $10,less than what I purchased it forTheir response for the $10,deficit in price was the engine is blown and I can't sell the car as a new carI'm losing money in this deal
Final Business Response /* (4000, 14, 2014/08/26) */
We are sorry if the customer is unhappy, but we did the best we couldThe manufacturer, not the dealer, provides the warranty on the vehicleThe manufacturer offered limited traassistance which covered most, but not all, of the depreciationThe customer could have had the original vehicle repaired and pursued a claim against the manufacturer, but chose to accept the trade-in
Initial Business Response /* (1000, 5, 2015/07/08) */
The customer came into the dealership on June for a service issueInitially his insurance would not cover a rental car, however, the insurance company later approved and the customer was given a rental while his car was being serviced
We diagnosed the problem and fixed the vehicle issue, that being clogged drains, and the customer picked up his vehicleUpon receiving a negative survey, our service manager called the customer to get feedback and was immediately treated poorly and sworn at by the customerWe are fine with him taking his business elsewhere as he had mistreated our staff throughout his interactions
Initial Business Response /* (1000, 5, 2015/10/02) */
Our records indicate that the customer was in our dealership in October inquiring about a vehicle purchase and we ran a credit application with his consent, which customer acknowledgesAlthough our credit application allows inquiry
to a number of financial institutions, multiple inquiries for the same loan do not affect credit scoreThe *** *** *** (FICO) website states:
"Looking for a mortgage, auto or student loan may cause multiple lenders to request your credit report, even though you are only looking for one loanTo compensate for this, FICO Scores ignore mortgage, auto, and student loan inquiries made in the days prior to scoringSo, if you find a loan within days, the inquiries won't affect your scores while you're rate shoppingIn addition, FICO Scores look on your credit report for mortgage, auto, and student loan inquiries older than daysIf your FICO Scores find some, your scores will consider inquiries that fall in a typical shopping period as just one inquiry."
Thus, by providing consent in regards to the loan, the customer's FICO score would only consider one inquiryMoreover, our dealership is not signed up for financing with *** *** *** or *** *** *** so those inquiries could not have been from usWe trust that this information provides insight to the customer's concerns
Initial Business Response /* (1000, 5, 2014/04/17) */
We apologize for this situation. The employee's supervisor has contacted the customer and arranged a refund and instructed the employee as to proper procedures.
Initial Business Response /* (1000, 5, 2014/06/26) */
We apologize for the delay, but there were unforeseen circumstances which delayed processing title. We have completed the process now and the customer has received registration for the vehicle and the matter is now resolved.
Initial Business Response /* (1000, 5, 2015/02/19) */
We are sorry the customer is unhappy, however, the issue should be addressed by the extended warranty company. The customer's vehicle was towed in on 8/11/2014 showing 111,030 miles. The customer's documented complaint at that time was...
that the vehicle would only move if it was put into 1st gear manually or reverse. Our Technician confirmed and documented that vehicle would not move in D or D3. He found that the forward band broken, 2-1 bands were burnt and he found some galling on input sun gear. Therefore, the technician recommended a forward band replacement and overhaul to correct the problem. The customer was notified and he told us that he had an extended warranty with [redacted] We called [redacted] and they sent out an inspector to verify the complaint and repair, which the inspector confirmed.
[redacted] authorized forward band replacement and overhaul. The parts and repair carry a 12/12 manufacture warranty. The technician performed the authorized repairs and we submitted the completed invoice to [redacted] for review and payment. [redacted] confirmed and paid the bill. The customer picked up vehicle, drove it for 5 months and put 11,792 miles on the car before it was towed back in on 1/30/2015 for a completely different complaint of not being able to drive in forward and reverse. With the customer's permission and at no charge to him, we inspected and diagnosed his vehicle and found a chuck of the final drive in the transmission pan. The vehicle now needed a final drive replacement and overhaul. We notified the customer, who directed us to [redacted] The warranty company declined to repair the final drive, even though he is still under the [redacted] warranty.
The two repairs are completely different with their own unique GM labor operation codes. Royal Admin Services sent out their own inspector and he verified the first complaint and repair. It would have been an additional $600.00 - $800.00 to replace the final drive. We did not recommended replacing it at that time, because it did not need it as there were no signs of damages. The customer drove an additional 11,792 miles on the car in between the two repairs, which were on separate parts of the transmission. If the customer is unhappy, he needs to follow up with the Royal Admin Services as he is still under warranty.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My warranty company stated the transmission was supposed to come fom LKQ company to be installed by currie motors so I am getting the run around.
Final Business Response /* (4000, 9, 2015/03/03) */
We fixed the customer's transmission at no additional cost to him and did not charge for parts or labor. The customer picked up his vehicle on March 3, 2015 and was satisfied.
Thank you for bringing the customer’s concerns to us. Our Service Director, [redacted], contacted the customer and she is bringing in her vehicle tomorrow. We will make sure that her vehicle is repaired to her satisfaction and trust that her issue will be resolved after it has been...
Thank you for bringing the customer’s concerns to us. We are sorry the customer felt wronged. When the deal was done, as the customer states, Mr. [redacted] explained that the warranty would be part of the deal, and showed Ms. [redacted] that her payment was included in the down payment on the...
vehicle. The purchaser signed all documents reflecting the $1,490 as part of the down payment. If Ms. [redacted] would like to cancel the warranty, please have her contact Finance Manager [redacted] at [redacted] and he can assist her in her cancellation to make her satisfied.
Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the customer was upset. When we sell a vehicle, it is entered in our Automatic Data Processing database as sold. The specific advertisement may take a few days to be taken off of our website as it did here, and our used car...
manager was on bereavement leave during these two days. Our price quotes include a statement that they are subject to availability; unfortunately the vehicle sold the previous day. The vehicle the customer wanted was no longer available when she came into the store and we apologize that the salesman was not more helpful. We would love to work with her to find another vehicle that is in her price range.
Initial Business Response /* (1000, 8, 2014/07/28) */
The customer has completed the paperwork and taken delivery of a new carThe matter is resolved
Initial Consumer Rebuttal /* (3000, 10, 2014/08/07) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
Yes I did receive a new carHowever I was forced to trade my new car in for $10,less than what I purchased it forTheir response for the $10,deficit in price was the engine is blown and I can't sell the car as a new carI'm losing money in this deal
Final Business Response /* (4000, 14, 2014/08/26) */
We are sorry if the customer is unhappy, but we did the best we couldThe manufacturer, not the dealer, provides the warranty on the vehicleThe manufacturer offered limited traassistance which covered most, but not all, of the depreciationThe customer could have had the original vehicle repaired and pursued a claim against the manufacturer, but chose to accept the trade-in
Initial Business Response /* (1000, 5, 2015/07/08) */
The customer came into the dealership on June for a service issueInitially his insurance would not cover a rental car, however, the insurance company later approved and the customer was given a rental while his car was being serviced
We diagnosed the problem and fixed the vehicle issue, that being clogged drains, and the customer picked up his vehicleUpon receiving a negative survey, our service manager called the customer to get feedback and was immediately treated poorly and sworn at by the customerWe are fine with him taking his business elsewhere as he had mistreated our staff throughout his interactions
Initial Business Response /* (1000, 5, 2015/10/02) */
Our records indicate that the customer was in our dealership in October inquiring about a vehicle purchase and we ran a credit application with his consent, which customer acknowledgesAlthough our credit application allows inquiry
to a number of financial institutions, multiple inquiries for the same loan do not affect credit scoreThe *** *** *** (FICO) website states:
"Looking for a mortgage, auto or student loan may cause multiple lenders to request your credit report, even though you are only looking for one loanTo compensate for this, FICO Scores ignore mortgage, auto, and student loan inquiries made in the days prior to scoringSo, if you find a loan within days, the inquiries won't affect your scores while you're rate shoppingIn addition, FICO Scores look on your credit report for mortgage, auto, and student loan inquiries older than daysIf your FICO Scores find some, your scores will consider inquiries that fall in a typical shopping period as just one inquiry."
Thus, by providing consent in regards to the loan, the customer's FICO score would only consider one inquiryMoreover, our dealership is not signed up for financing with *** *** *** or *** *** *** so those inquiries could not have been from usWe trust that this information provides insight to the customer's concerns
Initial Business Response /* (1000, 5, 2014/04/17) */
We apologize for this situation. The employee's supervisor has contacted the customer and arranged a refund and instructed the employee as to proper procedures.
Initial Business Response /* (1000, 5, 2014/06/26) */
We apologize for the delay, but there were unforeseen circumstances which delayed processing title. We have completed the process now and the customer has received registration for the vehicle and the matter is now resolved.
Initial Business Response /* (1000, 5, 2015/02/19) */
We are sorry the customer is unhappy, however, the issue should be addressed by the extended warranty company. The customer's vehicle was towed in on 8/11/2014 showing 111,030 miles. The customer's documented complaint at that time was...
that the vehicle would only move if it was put into 1st gear manually or reverse. Our Technician confirmed and documented that vehicle would not move in D or D3. He found that the forward band broken, 2-1 bands were burnt and he found some galling on input sun gear. Therefore, the technician recommended a forward band replacement and overhaul to correct the problem. The customer was notified and he told us that he had an extended warranty with [redacted] We called [redacted] and they sent out an inspector to verify the complaint and repair, which the inspector confirmed.
[redacted] authorized forward band replacement and overhaul. The parts and repair carry a 12/12 manufacture warranty. The technician performed the authorized repairs and we submitted the completed invoice to [redacted] for review and payment. [redacted] confirmed and paid the bill. The customer picked up vehicle, drove it for 5 months and put 11,792 miles on the car before it was towed back in on 1/30/2015 for a completely different complaint of not being able to drive in forward and reverse. With the customer's permission and at no charge to him, we inspected and diagnosed his vehicle and found a chuck of the final drive in the transmission pan. The vehicle now needed a final drive replacement and overhaul. We notified the customer, who directed us to [redacted] The warranty company declined to repair the final drive, even though he is still under the [redacted] warranty.
The two repairs are completely different with their own unique GM labor operation codes. Royal Admin Services sent out their own inspector and he verified the first complaint and repair. It would have been an additional $600.00 - $800.00 to replace the final drive. We did not recommended replacing it at that time, because it did not need it as there were no signs of damages. The customer drove an additional 11,792 miles on the car in between the two repairs, which were on separate parts of the transmission. If the customer is unhappy, he needs to follow up with the Royal Admin Services as he is still under warranty.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My warranty company stated the transmission was supposed to come fom LKQ company to be installed by currie motors so I am getting the run around.
Final Business Response /* (4000, 9, 2015/03/03) */
We fixed the customer's transmission at no additional cost to him and did not charge for parts or labor. The customer picked up his vehicle on March 3, 2015 and was satisfied.
Thank you for bringing the customer’s concerns to us. Our Service Director, [redacted], contacted the customer and she is bringing in her vehicle tomorrow. We will make sure that her vehicle is repaired to her satisfaction and trust that her issue will be resolved after it has been...
serviced.
Thank you for bringing the customer’s concerns to us. We are sorry the customer felt wronged. When the deal was done, as the customer states, Mr. [redacted] explained that the warranty would be part of the deal, and showed Ms. [redacted] that her payment was included in the down payment on the...
vehicle. The purchaser signed all documents reflecting the $1,490 as part of the down payment. If Ms. [redacted] would like to cancel the warranty, please have her contact Finance Manager [redacted] at [redacted] and he can assist her in her cancellation to make her satisfied.
Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the customer was upset. When we sell a vehicle, it is entered in our Automatic Data Processing database as sold. The specific advertisement may take a few days to be taken off of our website as it did here, and our used car...
manager was on bereavement leave during these two days. Our price quotes include a statement that they are subject to availability; unfortunately the vehicle sold the previous day. The vehicle the customer wanted was no longer available when she came into the store and we apologize that the salesman was not more helpful. We would love to work with her to find another vehicle that is in her price range.