Diamond J's Auto Recondition

Dear Ms***,RE: *** * *** ID ***We are in receipt of the complaint filed by *** ** *** in regards to our Mercedes Benz dealershipAfter extensive research we have compiled the following reply.Bud Smail Motorcars certified the GLEon April 17, 2017, at which
time the vehicle had 12,milesThe front two tires both measured at 7/and the rear tires measured at 10/Mercedes Benz CPO guidelines call for tire replacement if the vehicle has less than 5/tread life remaining.The vehicle was sold on November 1, 2017, with 12,miles, which is a little over more miles than when vehicle was initially certified.The customer had an issue with a check-engine light and took it to the closest Mercedes Benz dealership to his residence to have the light taken care ofThis dealer recommended that he put tires on the front at that timeWe do not have the information as to what cost they quoted Mr***As a goodwill gesture we offered to pay for one tire, which we estimated at a value of $300.00.Mr*** makes mention of paying $63,for the vehicle, which is very close to what he did actually payThe price of the vehicle is really not the issues, as Smail Auto would stand behind any vehicle regardless of the purchase price.We adhere to the Mercedes Benz USA Certification process and guidelines, and are very focused on customer satisfactionWe reaffirm our offer to assist in paying for a tire, even though we were within the certification guidelines.Please let me know if you need additional information.Sincerely,Mark S*General ManagerBUD SMAIL MOTORCARS, LTD

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Some of that is true but when we purchased the vehicle we were told that the company would come to our house and take our car there to get the auto butler doneWhen I set the appointment up found out that wasn't trueI sat there for over hours and when I had to leave to pick up my children the gentleman that brought my car to me said that he didn't know that I was waitingI would like a full refund in this matterThe only service that I got that day was a recall done
Regards,
*** ***

Ref ID# ***This letter is in response to the complaint received from *** * ***.Mr*** *** came into the dealership’s service department on December 23rd, 2014, with a complaint of a rotational noise while driving his Lincoln MKZNoise sounded like a wheel bearingThe mileage at
that time was 110,197.A technician test-drove the vehicle and verified the noise, then replaced right front wheel bearingHe drove the vehicle again to verify that the noise was goneThis item was not covered by the customer’s aftermarket warranty and he was quoted a price of $Mr*** was disappointed that this item was not covered and also upset with the costBeing that he was a new customer to the dealership, we discounted the repair $194.99, bringing the total due to $The customer had not purchased the vehicle or the warranty at our dealership, but we made every attempt to work with the customer to our mutual satisfaction.On February 7, 2015, Mr*** came back to the dealership with complaints that the driver’s seat heater was not working and that there was a noise in the steering when turning the steering wheel from side to sideTechnician test-drove the vehicle but could not duplicate the steering wheel noiseTechnician did verify that the seat heater was not workingI he seat heater lepaii was not covered under the customer’s aftermarket warranty, so he declined repairs and refused to pay the $diagnostic fee.On April 24, - now with 116,miles - the vehicle was again brought in with the concern of the noise when turning the steering wheelTechnician could - again - not duplicate the noise or any adverse condition.On March 4, - now with 134,miles - the vehicle was brought in againThe customer complained of a noise in the steering when turning the wheel and hitting bumpsMr*** stated he was at the *** repair facility and they confirmed the noise and diagnosed that the steering column needed replacedThe customer brought the car to the dealership with hopes that his aftermarket warranty would cover the repairA technician test-drove and duplicated the concern and found that the right lower ball joint needed replaced but not the steering column.To accomplish this repair, an alignment must be performed since the steering component is taken apartThe service advisor called the customer to explain the repairs and quoted a cost of $663.19; this item was not covered by his extended warrantyMr*** was unhappy with this and called the service manager at the dealership to explain his frustration with the car repairs.He was upset with the various issues with the steering over the last months/24,miles.The service manager offered to complete the repair on the ball joint and alignment for $Mr*** agreed to the repairs at that price and also asked for an oil change to be includedIn the interest of customer satisfaction, the dealership discounted the repair $300.54, leaving the balance due by the customer for all repairs - including oil change - at $362.65.In summation, the dealership went from a rotation noise repaired in to a clicking noise in the steering repaired in During that time, 24,miles were added to the vehicleThere are three additional wheel bearings, more ball joints, tie rod ends, etc., that can cause noises and clicks when drivingThese and possible additional items are going to continue to wear out, considering the high mileage and age of this vehicle.Should you need additional information please contact me at ###-###-####.Sincerely,General ManagerBud Smail Ford Lincoln Mazda

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,
*** ***

Ref ID# ***This letter is in response to the complaint received from *** ***.Mr and Mrs *** purchased a Kia SorentoAt that time they also purchased an exterior protection package which includes one original application, nine re-applications, and a non-refundable limited
warranty for a purchase price of $699.00.Each customer receives a post card in the mail prior to the due date of the re-applications that explains what is involved and that it can take from three to five hours for the cleaning and reapplication processMrs*** scheduled an appointment for a service campaign, Auto Butler re-application, and a complimentary multipoint inspection.As Mrs*** lives over an hour from our dealership, she had to leave before the services were completed on her vehicleShe then called and requested a refund on her Auto Butler packageWe refunded Mrs*** $496.00, calculated as follows:Original purchase price: $***Original application -***Non-refundable warranty -***First re-application -***Refund due: $***Mrs*** called again and explained she did not received her first re-application so we refunded her that amount, as wellShe has received and cashed both the check for $and the check for $61.90.Should you need additional information please feel free to contat me at ###-###-####.Sincerely,Mark S*eneral Manager Smail Auto Group