Eastern Pools, Inc.

We have researched this situation and have ascertained the following: The power steering recall in question is years old, from 2014. It was completed in Guam and there is no history of Mr*** re-visiting that dealership to share a problem with the
recall work Although Mr*** stated that the current problem(s) is from the same recall, a diagnostic exam is needed to identify the actual cause There are many parts to a steering system that may or may not be related to the said recall The $charge is a diagnostic fee for any vehicle repair (excluding maintenance, current recalls and some other situations) It is needed to accurately diagnose the problem to ensure that the appropriate work is done Since the current problem is not linked to any open recalls, it is treated like a repair visit If the diagnostic fee was acceptable, the cause of the problem could have been diagnosed. If the problem was a result of poor workmanship or a faulty part of the recall in 2014, the diagnostic fee could be waived pending confirmation with GM (General Motors) With a vehicle that is years old and has 120,000+ miles, it is probable that there will be wear and tear issues for almost every element of the car - especially for moving parts like the steering The communication of the trespassed status was a result of profanity used by Mr*** with the service manager, Anel The communication was sent to Mr*** on June because of the due diligence that was being done to ensure that this action was appropriate for the situation There are two other Chevrolet dealerships and two GM dealerships on Oahu that can do work needed on Mr***'s vehicle We do apologize that the experience Mr*** had was not as smooth and pleasant as any consumer would hope for.Mahalo, David H***Director Corporate and Community RelationsJN Chevrolet

Complaint: ***
I am rejecting this response because: I have been bringing in my vehicle for two years and wasting my time The issue and inconvenience remain unresolved Additionally, there was no comment about our horrible purchase experience
Sincerely,
*** ***

Customer *** ***First, we apologize if any calls or information were not responded to in a more timely or clear fashion.
We have discussed with our staff about ensuring that customers are communicated with thoroughly and promptly. The damage was forwarded to GM (General Motors)
and declined under the bumper to bumper warranty. *** also
declined coverage for repairs of the damage.
Both cited "environmental or outside influences" damage that is not covered by the warrantyIt is more difficult than to assist the customer in a situation like this where the vehicle is located out of state. If more conversation is required, please contact Anel U**, JN Service manager at *** or General Manager J M*** ***. Or call *** and ask for them.

Below is the response in case the attachment is not visible
RevDex.com September
9, 2015
*** *** *** ***
*** *** ***
RE: Complaint ID *** (*** ***)
To Whom It May Concern,
This letter is in response to the above-referenced
complaint, made to the Revdex.com by Ms*** *** (“Ms
***”)
Our records indicate the vehicle in question, a ***
*** (VIN # ***)
was received by Ms*** on September 1, 2015. Ms***’ documents were sent to her via
*** within a few days of our receipt of the fully executed agreement back
from Ms***, and a *** tracking number was provided at that timeThese
documents have since been received by Ms***.
Ms***’ vehicle was shipped from Honolulu, Hawaii to
Encico, California, a distance of over 2,miles by water. The shipping company was *** ***
Services. Due to the severe weather
conditions the State of Hawaii was experiencing at that time, a delay was
incurred. As soon as the vehicle was
shipped both Ms***’ Hospitality Brand Specialist, *** Iha, and Finance
Manager, Bill R***, made communication with Ms*** and provided updates to
her on the shipping status and the delay.
Attached is only some of the email correspondence that was digitally
transmitted to Ms***. When Ms
***’ vehicle finally arrived in California on August 27, it took
several days for *** *** Services to off load the vehicleManagement
staff at *** *** *** Honolulu made multiple phone calls to *** in an
attempt to try and encourage them to off load the vehicle faster. However, due to the vehicle’s location on the
shipping barge, the vehicle took several days to be off loadedA further
attempt to assist Ms***, *** *** *** Honolulu paid for direct home
delivery of the vehicle
We at *** *** *** Honolulu take great care to ensure
that important matters such as these are properly managed. However, we cannot control the weather and
have no ability to speed up the shipping process, especially under the rare
threat of four back-to-back hurricanes approaching our islands, and the flash
flooding and heavy rains that ensued during this time. As you may have heard, Hawaii’s weather over
the last few weeks has been extremely harsh, and this rendered the unfortunate
delay in delivery of Ms***’ vehicle unavoidable
We would be happy to provide Ms*** with reimbursement
of her rental vehicle fees once we are supplied with a paid receipt as we had
previously communicated to her
Please contact me should you have any further questions or
concern
Sincerely,
Ralph ***
General Manager
*** *** *** Honolulu
***
800x

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
Sincerely,
*** ***

Mr*** has picked up his vehicle and it appears that all concerns have been addressed and clarified

From: *** [mailto:***] Sent: Thursday, June 16, 8:AM To: complaints *** Subject: Re: You have a New Message from Revdex.com of Hawaii Regarding Complaint #*** Revdex.com Complaints, The issue with my car
has been resolved I picked up my car and drove it home yesterday the 15th of June with no charge and an apology for the poor customer serviceSincerely, *** ***

In an effort to provide the best of service for Maserati owners and vehicles, we welcome Mr***’ comments and will strive to provide answers and solutions to his concernsWe are currently in direct contact with Mr*** to repair his vehicle and it appears that all situations have been
addressed.

Complaint: ***
I am rejecting this response because:
You have either failed to thoroughly read and understand my complaint, did not see my full complaint, or have been given inaccurate information from your employees because there are several falsities in your reply. YOU STATE: "Ms***’ documents were sent to her via *** within a few days of our receipt of the fully executed agreement back from Ms***, and a *** tracking number was provided at that time." TRUTH: Only one document sent to me a "few days" after and that was the registrationI did not receive title until the same day I received the vehicle and I had to request that and copies of the agreement on NUMEROUS occasions.YOU STATE: "Due to the severe weather conditions the State of Hawaii was experiencing at that time, a delay was incurred." TRUTH: The delay I speak of in my complaint has nothing to do with weather delays or ***I was originally told my vehicle would be delivered by 8/so the delay resulted from poor communication and miscommunication on behalf of *** *** Honolulu which caused my vehicle to miss the original 9/shipping date so it had to go on the following weeks shipment of 8/As far as I know weather did not cause a delay for ***'s 8/shipment because Bill originally quoted a 9/arrival and it arrived 8/27, which would have made it EARLY.YOU STATE: "As soon as the vehicle was shipped both Ms***’ Hospitality Brand Specialist, *** Iha, and Finance Manager, Bill R***, made communication with Ms*** and provided updates to her on the shipping status and the delay." TRUTH: 1) nobody was even aware my vehicle was delivered to me until AFTER I had informed them that I took it upon myself to get my vehicle delivered2) Bill has not made contact since 8/and 3) Jamie, the only employee who attempted to make contact, had emailed me stating she was STILL waiting on her pre-owned director to get the shipping updates I requested the day BEFORE so this statement you just made is a flat out lie from either you or your employees.My complaint had absolutely NOTHING to do with the weather conditions causing a delay of the vehicle being delivered because the vehicle was not delivered late at all through ***My complaint has everything to do with the lack of communication from Bill R*** after receiving my paymentBill had already offered car rental reimbursement and home delivery to me free of charge BEFORE the vehicle was delivered but your reply is making it seem as if that was offered as compensation to the car being delivered late now...but the car was not delivered late so I am unsure why you even brought that up as that was a promise already agreed upon before I purchased the vehicle. So again, my issue with your staff, specifically Bill R***, is the lack of communication and professionalismI have never purchased a vehicle sight unseen and to not be able to get simple information like a tracking number or the whereabouts of my vehicle was extremely stressfulI understand things take time but to just flat out ignore a customer is ludicrous to me! I did not hear from Bill since the day after my wire was accepted despite NUMEROUS attempts and that is completely unacceptable especially for a "luxury dealership"to date I still have not heard from Bill with the simplest of apologiesI was only able to get the vehicle delivered to my home on the day that I did through efforts of my own by having to take time out of my busy schedule to contact *** several times until they finally released the name of the trucking company that *** *** Honolulu hired for the home deliveryThis is when I was able to find out who had possession of my vehicle and was able to provide them with my contact information so they could get me my vehicle that day...why on earth was this so difficult for ANYONE at *** *** Honolulu to do for me? I asked at least people via email, including you Ralph, when would my vehicle be scheduled for home delivery so that I could be home to accept it and NOT ONE PERSON COULD OR WOULD ANSWER MY QUESTIONThis unfortunately seems to be how employees there are trained as numerous times I had to repeat questions in my emails as employees would select which of my questions they would answer and continuously ignore the restI am not sure if this is because they didn't know the answer but even in the case of not knowing a simple reply no acknowledge my questions would have sufficed. Had I not done your employees job on 9/1/I would have experienced yet ANOTHER delay in the delivery of my vehicle as nobody had any updates for me even AFTER the time I had already taken possession of my vehicle....very poor communication and lack of respect for customers times and concernAs far as your offer to resolve this matter, you are offering something that I had already been promised prior to this complaintCar rental reimbursement was agreed upon BEFORE purchasing the vehicle as compensation for the FIRST delay your company caused me by missing the 8/shipment so you offering me something that was already promised on a previous mistake should not be included as compensation for my current grievance which is why I am still requesting my current desired resolution/outcome for THIS complaint with the Revdex.com. Because you state "We at *** *** *** Honolulu take great care to ensure that important matters such as these are properly managed." , I truly look forward to a speedy resolution so that I may remove any and all negative reviews about your companyI have all correspondenances between your employees and I should you require for your review.
Sincerely,
*** ***

***, first, our sincere apologies for the delays that occurred with the handling of the door repair While it is true that Ben was out of work for a period, our process and personnel should have fulfilled your needs, regardless The parts for the repair have been ordered
We will track the delivery of the items and update you weekly, as needed At this point in time Ben should have contacted you with this information If you need further assistance, please call Anel at 808-***- Aloha,JN Chevrolet

Response to comments from *** ***:I had an appointment scheduled for to get the problem checked outI didn't hear anything back from the repair shop until I called them around on the same dayThe customer service representative said that there was a "loose wire" that they
reconnected and the car runs fine now.Our apologies that the response time on your vehicle was not as timely as it should have been Our staff has been coached on improving this function.Informed that Mr*** told the service consultant that he tried to change some of spark plugs himself but couldn't finish it because they were too hard to get to JN technician performed diagnostic and found P#ignition coil deactivated due to being disconnected. Tech reconnected and checked - no codes reset. For customer to get to spark plugs himself he had to have removed the ignition coil. The customer service representative said that there was a "loose wire" that they reconnected and the car runs fine nowI was charged $for them to run the code and clear the codeThey said they cleared the check engine light and everything was good to go See #and #above. Four days later the check engine light came back on with the same issueI had a friend take a look at the vehicle and they said the dealership cleared the check engine light which made the problem temporarily go away, but the underlying problem was still there. There are many reasons that a "check engine light" will be triggered Without inspection of the vehicle by a trained technician, and the proper diagnostic equipment, it is impossible to tell what the specific problem is I attempted to call them back and got shuffled around to multiple different people and was never able to talk directly to the customer service representative that I initially dealt with.Please call the Service Manager, Anel Uno at 831-to discuss this specific comment and the work that was done on your vehicle We are very intent on ensuring that your experience is a positive one and look forward to working with you on this

Customer *** ***First, we apologize if any calls or information were not responded to in a more timely or clear fashion We have discussed with our staff about ensuring that customers are communicated with thoroughly and promptly. The damage was forwarded to GM (General Motors) and declined under the bumper to bumper warranty *** also declined coverage for repairs of the damage. Both cited "environmental or outside influences" damage that is not covered by the warranty. It is more difficult than to assist the customer in a situation like this where the vehicle is located out of state If more conversation is required, please contact Anel U**, JN Service manager at *** or General Manager J M*** *** Or call *** and ask for them

RE: Revdex.com Customer statement from Mr*** ***
Mr***,
We appreciate your effort to share your comments with us. First, our
apologies that statements made to you weren't totally clear and that the used
car manager or sales manager did not speak with you.
Secondly, we
will review our process to ensure that communication from our staff is understandable and fulfilled.
As we discussed in our phone call last week, the doc fee was from
an outdated ad on another vehicle. Although we were prepared to honor
the $doc fee and the vehicle price, you opted to purchase a
different vehicle from another company
We do appreciate your call to inform us of that and wish you a Happy Holiday season.
If there is anything else I can do please call or email me. Hopefully we can work together in the future
Aloha,
Josh Z***
Audi Hawaii
Sales Manager
Phone 808-585-
Email - jz***@audihawaii.com

We apologize for messages that were not responded to and have covered the issue with the staff at JN Your request of a reimbursement of the warranty deposited with the *** ** *** will be completed with the check being dropped off today Please feel free to follow up with *** in a
few business days to ensure that the check was deposited If there are any further questions please contact me.Aloha,David H***JN GROUPDirectorCorporate and Community Relations*** ***
*** ***
***
***CONFIDENTIALITY NOTICE: This email message, including any attachments is for the sole use of the intended recipient(s) and may contain confidential and privileged information Any unauthorized review, use, disclosure or distribution is prohibited If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. Please consider the environment before printing this e-mail

RESPONSE March 28, All issues of concern were covered with MsDaoud when she picked up her vehicle on March 24, 2017. Besides our sales staff on earlier occasions, one of the LR certified technicians covered all the functions that were of question with MsDaoud.
At this point in time, the vehicle is in perfect running condition with no warning lights or apparent issues. Apologies were forwarded to her regarding responses that did not fulfill her expectations. All personnel have been reminded of the importance of timely and accurate communication for the customer. We have followed up with corporate to ensure that they also respond attentively.

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
Sincerely,
*** ***

First, we apologize to Ms*** if she feels inconvenienced with the purchase of her *** *** * in January of ? Complimentary work of approximately $1,200+ worth has been done on the vehicle? If anything, the service department staff went above and beyond in fulfilling her
requests? Some of the items not completed were because she needed to leave before they were finished and took the car.We are very willing to discuss options on how we can assist with her situation? If she could call Braven S*** at *** although it has been six month since the purchase of the vehicle? ? ? ?

Response to complaint # ***.? We apologize for the undesired contact w/ *** *** ***.? Upon further research of his complaint, we determined that he was not removed from the Customer Retention Program because of a recent change to a different management company.? JN Group
recently converted from our Dealer Socket Program to CDK.? When a customer requests to be notified by us for all future price alerts/changes, the JN Business Development Center and CDK Program are both tagged with this responsibility.? *** *** requested to "unsubscribe from the JN BDC webpage, but this unsubscribe request was not also made with the old Dealer Socket Management system.? Today, we contacted Dealer Socket (old system) and had him removed from that system as well.? *** *** should not receive and contacts from our web-based system in the future? Please accept our apology for the undesired contact and oversight.? Regards? Bruce J***

Very happy with business's response and very happy with Revdex.com!

On Aug 29, 2016, at 2:PM, * *** *** wrote:Mr***,? I tried calling your provided phone number but was unable to reach you, I want to apologize for the inconvenience you have had in regards to your *** in your *** ***I see through our records that your
*** module was replaced in January and we would be more than happy to take another look at this for youPlease schedule an appointment with my service manager Anel U** at your earliest convenience.? Thank you,? J M***General Manager? JN Mazda*** ** *** ***
*** ** ***
*** *** ***