Dave Freeman Construction, LLC

Mr [redacted] emailed me regarding his experience before the complaint I have copied that response below***,I am very sorry to hear of your experience or lack of oneI want to assure you that this is not the way sales staff are trained to handle this situationSadly, I can say this is not the first time I have encountered this problem over the yearsI have been teaching and working with Salespeople for years yet anytime I hear something like this from a customer it make me cringeThere are many reasons as to why salespeople at times take this kind of approachYou alluded to many of them in your email but it is important to me that you know this is not our policy or practice, nor is it acceptable in any wayThe salespeople you spoke to here at the dealership were completely out of lineI actually read your email aloud in our sales meeting this morning exemplifying at least major "what not to do" itemsPost that meeting I had much more detailed conversations directly with the sales staff you worked with here at the storeI can promise you they are acutely aware of what they did incorrectly and will not make the same mistakes without significant ramificationsAgain, please accept my apology and know that this behavior is an exception not a ruleI do not blame you one bit for your decision to go elsewhere but I would still like to offer my assistanceIf you would still consider working with us you can deal directly with me and I can assure you that you will receive the highest level of customer service possible Even if I can help with some information or point you in the right direction please please reach out to meSincerely,Wayne C [redacted] General ManagerGanley Subaru Of Wickliffe

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

This is a response to Mr***’s complaint alleging “Advertising” of the Honda Accord Mr***, I am very sorry if you feel we intentionally mislead you anyway about the certified status of the Honda Accord. Purposeful misrepresentation of our products is not
our practice and never has been. We go to great lengths to ensure that all of the online product information is up to date and accurate. Regardless of the processes and procedures to maintain accurate data there are errors that occur from time to time for many reasonsOften when a situation like this occurs it ends up being a technical issue that has never manifested itself before as in this case. The vehicle you inquired about was posted as a Certified Used Vehicle on our website but this was not a result of our intention or even our actions After reviewing all the data feeds and a number of phone calls to our technical support people we finally discovered the root of the problem We purchased this vehicle from another dealer through an auction as disclosed on the Carfax History Report (See attached) which is available online for all our used vehicles. The dealer that we purchased this Accord from had it listed as a “Honda Certified Pre-owned Vehicle”. After we purchased the Accord that dealer failed to remove the vehicle data and VIN from the Honda Certified System As a result, the same advanced technology that crawls through online vehicle listings by VIN for duplication mitigation and data accuracy automatically flagged this car as certified on our site was because it was still registered as such by the Honda Dealer. We immediately contacted that dealer and they removed it there by correcting the listing issue. I would like to share some other details about how the Subaru Certified System works. We cannot pick and choose at will which vehicles are listed as “Certified” because the Subaru Certified Pre-owned system automatically marks and lists a vehicle as certifiedThis will only take place when the vehicle has been through the certification process and is registered in the Subaru Certified Vehicle System. This is the only way the vehicle can be posted as certified because it is a direct interface with Subaru system and the dealership website Another point to consider is that used vehicles can only be certified by the OEM dealer of that specific makeThis is information very well documented all over and certainly online so even if the idea was to falsely represent vehicles as “Certified” for some benefit it would be a very short lived scheme with purely negative resultsI have reviewed the interactions you had with my staff regarding the vehicle. Everything I see and hear illustrates to me that my staff did everything they could to explain that the car is not “Certified Honda” because we are not a Honda dealer. They offered you a concession on the pricing as a gesture of goodwill because of the clerical issue. They immediately put comments in the vehicle description stating it was error and the vehicle is not certified. This was a temporary fix until we could find a complete and final resolution to the data issueThey followed up with you every day until you notified them of your purchase elsewhereMr***, you stated in your complaint, “The consumer today, especially internet shoppers, have little to go by other than the corporations representatives words and their adverting.” Respectfully in my opinion, nothing could be further from the truth. Consumers today have more power and information from more sources than ever before. The consumer has the power to anonymously seek out and secure information from any of those sources in a matter of minutes. The consumer today has the support of online forums and communities with common goals to verify that information against real experiences of othersConsumers today also have a voice through online reviews and ratings to share experiences with othersHappily there are plenty checks and balances to hold the retailers accountable. I hope the future will ensure that consumers will be held to an equal standard as attempts to hold today’s retailer hostage over online reviews and comments continues to rise. Fairness and honesty should be two way street across all things. In regards to your desired settlement items. We have fixed the data feed issue at the root cause and the vehicle is now properly listed as you requested (see attached). This was completed in spite of and before I received the Revdex.com complaint. Please also take note of the disclaimer on the bottom of each webpage on our website(See attached) It is an industry standard disclosure because it is absolutely implausible to expect that any online listing will be 100% void of errors despite the billions of dollars spent in technology development towards managing the massive amounts of data I hope you feel that I have accurately explained the source of the problem and exemplified that we at no time had any intentions of misleading you or any other consumers. The other requests in your desired settlement I feel are completely outlandish bordering on ridiculous considering that we have collected no money or conducted any business exchange with you in any wayWe have not refused any services nor have we failed to provide you a product or service that you have paid forWe followed up with you each day in hopes to further that relationship until you informed us you purchased elsewhere. If you are unhappy with the mileage, condition, or maintenance costs of the vehicle you purchased, I would suggest you reach out to the dealer you purchased it from for support Respectfully, Wayne Ch*** General Manager Ganley Subaru of Wickliffe

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

This business response was received by Revdex.com staff member ** via email and is a copy/paste. Dear *** *** We’d like to refund your moneyThe parts will still come in if you wishes to still receive them you may place another order. Isuzu is a tough manufacture to deal
withMost items are back ordered due to the age of the vehicles and the fact that they are no longer produced in the U.S. We give an estimate of 4-weeks as the items are coming over on a container ship out of Japan*** does not notify us if there are issues so that we can update our customers. However that does not excuse our lack of response to your issueWe strive to keep our customers happy and informed of their order status. Thank you, *** ***Parts Manager

Mr. [redacted] emailed me regarding his experience before the complaint.  I have copied that response below. [redacted],I am very sorry to hear of your experience or lack of one. I want to assure you that this is not the way sales staff are trained to handle this situation. Sadly, I can say this is...

not the first time I have encountered this problem over the years. I have been teaching and working with Salespeople for 20 years yet anytime I hear something like this from a customer it make me cringe. There are many reasons as to why salespeople at times take this kind of approach. You alluded to many of them in your email but it is important to me that you know this is not our policy or practice, nor is it acceptable in any way. The salespeople you spoke to here at the dealership were completely out of line. I actually read your email aloud in our sales meeting this morning exemplifying at least 3 major "what not to do" items. Post that meeting I had much more detailed conversations directly with the sales staff you worked with here at the store. I can promise you they are acutely aware of what they did incorrectly and will not make the same mistakes without significant ramifications. Again, please accept my apology and know that this behavior is an exception not a rule. I do not blame you one bit for your decision to go elsewhere but I would still like to offer my assistance. If you would still consider working with us you can deal directly with me and I can assure you that you will receive the highest level of customer service possible.  Even if I can help with some information or point you in the right direction please please reach out to me. Sincerely,Wayne C[redacted]General ManagerGanley Subaru Of Wickliffe

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

To Whom it may Concern, We have refunded [redacted] his $1000.00. We a have a refund process that had to take place. The refund has processed. He should of received is refund or will be receiving it any day.  Sarah L[redacted]
[redacted]...

[redacted]

We have currently as of today 11/29 refunded the 800.00 that was remaining from this transaction. There was a question about a tire swap fee that was discussed between the consumer and the manager Ron. The manager as decided to just refund the whole amount to satisfy the consumer.

James R[redacted]7:22 PM (15 hours ago)to me [redacted],We sold the 07 [redacted] as-is but gave her a 30 day/1000 mile engine/transmission warranty to make sure the major components were covered in the beginning. We put the [redacted] thru a thorough inspection and found none of these issues in the complaint....

We also fixed any problems that the car currently had before time of delivery. The inspection stated that the fender well was in perfect condition and firmly attached. The roads are horrible in Michigan and surely could cause an issue like this if something was run over by the car. A fender flare for the car is anywhere from $35 to $100 and $100 dollars to install and Ganley Subaru East would have no problem helping the customer with this fix it at our cost if we would of known about the problem she was having. [redacted] did not call us about this issue ever. The first we heard of this issue was 5 months after she drove the car thousands of miles which is well beyond our powertrain warranty and our goodwill period especially when the car is used for her business as a realtor and is driven more than normal transportation. We would be happy to in the future to give her discounted rates on service to offset her maintenance bills and the high cost of ownership any [redacted] will incur.   2007-2012 [redacted] 328i ...$34.01Partsgeek.com  2007-2008 [redacted] 328xi ...$34.24Partsgeek.com  2007-2012 [redacted] 328i ...$15.78Partsgeek.com  [redacted] Fender Liner, Rear ...$39.00Hermes Auto...  Inner Fender Liner - Front ...$66.99Google Trusted StoreeEuroparts  James R[redacted]General Sales ManagerGanley Subaru East440-585-1000 -work216-288-9219 -celljr[redacted]@ganleyauto.com

Revdex.com:
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 did contact  Robert, the sales agent as soon as I discovered the issues on October 31, 2016 via text and I left several messages,  which I have proof (see attached)  [redacted] of Rochester told me the liner was damaged and to reattach it could cost thousands because they would have to remove the engine.  I have been driving on Michigan Roads for 20 years with never having to replace a Tie Rod, A leak coming from the fuel tank vent valve and the front output shaft right front strut which was just fixed by [redacted] and I was not able to drive my car for a week.   I also was told by James, the sales manager at (216) 288-9219 that for him to sell me the car I would have to use his financing because that is the only way he would make money even though I told him I have already been pre-approved through [redacted] and I would prefer to use them, which this is illegal. He told me he would not sell me the car, without using their financing.  I have paid for all of the items to be repaired except the leak coming from the fuel tank vent valve and I had to pay for a rental car and  I lost business because I was not able to drive my car for a week until I could have the right front strut repaired.  I feel some type of reimbursement needs to be adjusted on a car that I spent $11,400 on and I have approx. $3,500-$4,000 a (THIRD) of the cars value in repairs.
Regards,
[redacted]