Direct Auto Exchange

Complaint: [redacted] I am rejecting this response because:Direct Auto Exchange did not fix the issueHowever, they allowed me to resolve my own issue by having me put on a piece too my car that I did not damage.Direct Auto Exchange gave me there word on taking care of the issue but instead they put the stress upon me too resolve and take care of everythingA customer should never be responsible for correcting (fixing) a problem that was not on them (me).This whole issue had me going back and forth (traveling) , and complaining the whole time about a simple issue.I should have not waited two weeks for a hoodcapIf it only takes one business day for a hood cap too come in.Direct never told me I was responsible for putting on my hood capTherefore, I am still wanting my request or come too an agreement with my request Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Direct Auto Exchange is not telling the truthActually, I called Mrs [redacted] on her off day and told her that [redacted] told me to come on a Wednesday to get my hood cap put on, when I went to the mechanic he said that he didn't have the hood cap for me Which let me know once again that he was still lying and putting off on getting me my hood capI was very tired of having the same problems with the mechanicI kept calling and going back and forth to the mechanic but still horrible customer serviceThat's why I let Mrs [redacted] know my issue once againI have complained to Mrs [redacted] several times about this mechanic ***After I explained the situation to herShe then told me to come to direct auto exchange the next day so they can listen to the problem and she said that she will make sure she resolve this problemHowever, she also indicated that I have called her three times on her off dayI told her I was aware of that but the mechanic is not doing his jobI went to the dealership the next day afternoon time and I went to the front desk and asked to speak to Mrs[redacted] because she was expecting meI waited in the waiting area for minutes and [redacted] came to assist meHe drove my car around the corner and he said okay I hear the sound the hood cap seems to be damagedIn the car I told [redacted] how much bad experience I had with the mechanicWhen we got back to the dealership he called [redacted] and asked him about the issue then told [redacted] to call him when my hood cap comes inHe wrote my number and name down and our conversation was overI waited days with no call from Direct so I called and asked to speak with the [redacted] he was not in that day so I left my contact information for himThe next day I did not receive a phone call none that morning so I called back at 12:25pm and asked to speak with himThe call taker told me that he was on the phone and what did I needI told her I really need to speak with him about my car and its very urgentMr [redacted] did call minutes after I hung up with the call taker I told him my name and was trying to give him the situation from beginning to end .however he was cutting me off instead of listening to what I had to say ( the customer)He was very loud, unprofessional , and rude on the phoneWhile I was trying to tell him the problem he cut me of and said no just tell me what you need I said a hood cap that your mechanic brokeHe said okay I will call you backHe did call back within minutes and told me my hood cap was there at the officeI told him ok I am at work so I will pick on the next day which was a Friday when he had the hood capWhich means my hood cap was never ordered the day I actually reported the caseMr [redacted] ordered the day I told himI waited two weeks in totalBut was not able to tell him due to not being able to tell him anythingI picked up the hood cap the next day around on Saturday not days laterThey can pull up the camera the day I came and the time it was on a Saturday, which comes after FridayThat is one business dayThe lady handed me the hood cap when I told her why I was thereI was thinking that Direct was going to have it put on for me because I didn't do any damage myself to the hood cap On the phone with Mr [redacted] he did not tell me I was responsible for putting on my own hood capAlso Mrs[redacted] told before I called Mr*** said that they was going to resolve the whole situation , that let me know that someone else was going to put on my hood cap [redacted] did not tell me that I was responsible for putting on the hood cap, once again nobody told me I was responsible for fixing something I didn't breakIf Mr [redacted] would have let me tell the whole situation then he would have known all the other weeks I was waiting on my hood cap and all the trouble I went throughAs a customer, he didn't allow me to tell him much of anythingI am very disappointed in the way I was treated as a customer by not voicing what happenedI had been running all around the place for about a month with this whole tire situationI told Direct Auto exchange [redacted] Mr [redacted] thank you because that respect and properly handing situations in a professional mannerAfter I thanked Direct Auto Exchange I reported this concern to Revdex.com because I they did not treat me far as a customer with my hood cap situationThey are rejecting my request however, I want Direct Auto Exchange to know that listening to customers is apart of making there business grow and with getting good reviewsI should have not with through none of this at all from the beginningThe situation was very simple and as a customer I did way to much complaining over and over again about the same problemI have reported plenty if times to Mrs, [redacted] about the mechanic they have and to [redacted] If a company destroys something they should be responsible for itI should not have been taken through all this trouble as a customer Regards, Corneshia ***

In response to this complaint filed by [redacted] ***:The Customer actually purchased her vehicle on 1/19/ All of our vehicles come with a day Powertrain Warranty No additional warranty was purchased for this vehicle The Customer contacted Direct Auto Exchange in September (months after the purchase), regarding an issue with her tire/ tire pressure She indicated that she had put used tires on the vehicle, and she was having an issue with the tires going flat and the tire pressure light staying onAs a courtesy to the Customer, we sent her to our frequently used repair shop (as the Customer indicated) They found that her tire was leaking and sealed it We also sent her to [redacted] No problems were found The Customer advised us, however, that her tire pressure light was still coming onAs a courtesy, we replaced her rim with a new one, and it resolved the problemThe Customer contacted us a few days later, regarding a noise/ hub cap issue She advised that the repair shop had damaged her hub cap and was slow to replace it Because of her concern with the repair shop, we offered to purchase her a new hub cap and she would be responsible for having it placed on her vehicleIt was ordered and ready for her the same day She picked up the hub cap days later, and thanked us for helping her with the matter Our staff, at Direct Auto Exchange, strives to make each Customer's experience easy, pleasant, and hassle-free We want to make sure that you are happy with your purchase We extended our services beyond this purchase, and regret to hear that the Customer was not pleased We have resolved the Customer's repair issue, in Good Faith We are, therefore, unable to waive or reimburse the Customer's car payment or other fees (the Customer's payments are made directly to a [redacted] company).We do appreciate your business

In regards to the Customer's response, Direct Auto Exchange stands by its initial response to the complaint We sincerely regret if your experience was less that pleasant, as we never want this to happen We do appreciate your business, and acted in Good Faith, to assist with the your (Customer) repair issue

In response to this complaint filed by [redacted]:The Customer actually purchased her vehicle on 1/19/2015.  All of our vehicles come with a 30 day Powertrain Warranty.  No additional warranty was purchased for this vehicle.  The Customer contacted Direct Auto Exchange in September 2015...

(8 months after the purchase), regarding an issue with her tire/ tire pressure.  She indicated that she had put 2 used tires on the vehicle, and she was having an issue with the tires going flat and the tire pressure light staying on. As a courtesy to the Customer, we sent her to our frequently used repair shop (as the Customer indicated).  They found that her tire was leaking and sealed it.  We also sent her to [redacted]. No problems were found.  The Customer advised us, however, that her tire pressure light was still coming on. As a courtesy, we replaced her rim with a new one, and it resolved the problem. The Customer contacted us a few days later, regarding a noise/ hub cap issue.  She advised that the repair shop had damaged her hub cap and was slow to replace it.  Because of her concern with the repair shop, we offered to purchase her a new hub cap and she would be responsible for having it placed on her vehicle. It was ordered and ready for her the same day.  She picked up the hub cap 3 days later, and thanked us for helping her with the matter.  Our staff, at Direct Auto Exchange, strives to make each Customer's experience easy, pleasant, and hassle-free.  We want to make sure that you are happy with your purchase.  We extended our services beyond this purchase, and regret to hear that the Customer was not pleased.  We have resolved the Customer's repair issue, in Good Faith.  We are, therefore, unable to waive or reimburse the Customer's car payment or other fees (the Customer's payments are made directly to a [redacted] company).We do appreciate your business.

Complaint: [redacted]
I am rejecting this response because:Direct Auto Exchange did not fix the issue. However, they allowed me to resolve my own issue by having me put on a piece too my car that I did not damage.Direct Auto Exchange gave me there word on taking care of the issue but instead they put the stress upon me too resolve and take care of everything. A customer should never be responsible for correcting (fixing) a problem that was not on them (me).This whole issue had me going back and forth (traveling) , and complaining the whole time about a simple issue.I should have not waited two weeks for a hoodcap. If  it only takes one business day for a hood cap too come in.Direct never told me I was responsible for putting on my hood cap. Therefore, I am still wanting my request or come too an agreement with my request.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Direct Auto Exchange is not telling the truth. Actually, I called Mrs. [redacted] on her off day and told her that [redacted] told me to come on a Wednesday to get my hood cap put on, when I went to the mechanic he said that he didn't have the hood cap for me . Which let me know once again that he was still lying and putting off on getting me my hood cap. I was very tired of having the same problems with the mechanic. I kept calling and going back and forth to the mechanic but still horrible customer service. That's why I let Mrs. [redacted] know my issue once again. I have complained to Mrs. [redacted] several times about this mechanic [redacted]. After I explained the situation to her. She then told me to come to direct auto exchange the next day so they can listen to the problem and she said that she will make sure she resolve this problem. However, she also indicated that I have called her three times on her off day. I told her I was aware of that but the mechanic is not doing his job. I went to the dealership the next day afternoon time and I went to the front desk and asked to speak to Mrs.[redacted] because she was expecting me. I waited in the waiting area for 10 minutes  and [redacted] came to assist me. He drove my car around the corner and he said okay I hear the sound the hood cap seems to be damaged. In the car I told [redacted] how much bad experience I had with the mechanic. When we got back to the dealership he called [redacted] and asked him about the issue then told [redacted] to call him when my hood cap comes in. He wrote my number and name down and our conversation was over. I waited 6 days with no call from Direct so I called and asked to speak with the [redacted] he was not in that day so I left my contact information for him. The next day I did not receive a phone call none that morning so I called back at 12:25pm and asked to speak with him. The call taker told me that he was on the phone and what did I need. I told her I really need to speak with him about my car and its very urgent. Mr. [redacted] did call 10 minutes after I hung up with the call taker.  I told him my name and was trying to give him the situation from beginning to end .however he was cutting me off instead of listening to what I had to say ( the customer). He was very loud, unprofessional , and rude on the phone. While I was trying to tell him the problem he cut me of and said no just tell me what you need I said a hood cap that your mechanic broke. He said okay I will call you back. He did call back within 7 minutes and told me my hood cap was there at the office. I told him ok I am at work so I will pick on the next day which was a Friday when he had the hood cap. Which means my hood cap was never ordered the day I actually reported the case. Mr. [redacted] ordered the day I told him. I waited two weeks in total. But was not able to tell him due to not being able to tell him anything. I picked up the hood cap the next day around 4 on Saturday not 3 days later. They can pull up the camera the  day I came  and the time it was on a Saturday, which comes after Friday. That is one business day. The lady handed me the hood cap when I told her why I was there. I was thinking that Direct was going to have it put on for me because I didn't do  any damage myself to the hood cap.  On the phone with Mr. [redacted] he did not tell me I was responsible for putting on my own hood cap. Also Mrs.[redacted] told before I called Mr. [redacted]  said that they was going to resolve the whole situation , that let me know that someone else was going to put on my hood cap. [redacted] did not tell me that I was responsible for putting on the hood cap, once again nobody told me I was responsible for fixing something I didn't break. If Mr. [redacted] would have let me tell the whole situation then he would have known all the other weeks I was waiting on my hood cap and all the trouble I went through. As a customer, he didn't allow me to tell him much of anything. I am very disappointed in the way I was treated as a customer by not voicing what happened. I had been running all around the place for about a month with this whole tire situation. I told Direct Auto exchange [redacted] Mr. [redacted] thank you because that respect and properly handing situations in a professional manner. After  I thanked Direct Auto Exchange I reported this concern to Revdex.com because I they did not treat me far as a customer with my hood cap situation. They are rejecting my request however, I want Direct Auto Exchange to know that listening to customers is apart of making there business grow and with getting good reviews. I should have not with through none of this at all from the beginning. The situation was very simple and as a customer I did way to much complaining over and over again about the same problem. I have reported plenty if times to Mrs, [redacted] about the mechanic they have  and to [redacted] . If a company destroys something they should be responsible for it. I should not have been taken through all this trouble as a customer.
Regards,
Corneshia [redacted]