Emmons Autoplex

I was out of state on business and neither [redacted] or I came back in town until the Wednesday following Ms [redacted] 's visit I was told that her concern was already being handled internally while I was gone I spoke with Alan regarding this matterThere was a misunderstanding regarding the details of trading the [redacted] back in for full credit Alan actually spoke with the customer today and cleared up the details that were a not made clear when she was here Alan also told Ms [redacted] that in the event we are not able to locate her a similar vehicle in the next week, she could purchase one from another dealer and we make sure she would get full credit that she paid us for the [redacted] We would work an agreement out with the dealer of her choice for what is referred to in the car industry as an " [redacted] ***." Ms [redacted] still has the option to pick out another vehicle in our inventory and receive the full credit for the [redacted] She was reminded of this today as wellWe never want any of our customers to feel unhappy after a purchase We believe a huge part of Ms [redacted] 's complaint was due to poor communication on our part Alan is working directly with her to make sure there are no gaps in communication going forwardRegards,Gary [redacted] Motor Company

Dear Revdex.com,I have called twice to the Revdex.com direct line to ask about possible next stepIt appears that even mediation will not resolve our customer's complaintI have spoken to him in length over the phone and there are no hard feelings between the customer and myselfHe is not willing to withdraw his complaint regarding the advertising issue because technically there was an error madeWe did mail him a check for $because that is what we initially agreed uponHe did send it back after he learned that in the small town he lives in, there is not a mechanic who can install the cruise controlWe even discussed that if the time comes that he can make the trip to [redacted] ***, I will have the cruise control installed at no charge to [redacted] This offer is good for the entire time he maintains ownership of the truckRegards,Gary [redacted]

I have received *** Marquez's complaint regarding primarily the Dealer Prep Fee and how it was presented. An important fact to note, on every internet ad (which is how MrMarquez found the truck he purchased) we do disclose, "Sales Tax, Title, License, Registration, Dealer Vehicle
Inventory Tax, Dealer Documentary Fee, Dealer Prep Fee, and Emission Testing Fees are additional to the advertised price." As a loan officer for a major bank, I find it hard to believe that MrMarquez has not seen a Dealer Prep Fee of some sort on auto loans issued to consumers purchased from auto dealersIt is a legal customary fee within the auto industry at most dealerships across the United StatesOur $fee happens to be among the lowest in comparison to other Dealer Prep Fees charged
I spoke with *** Miller our Finance Manager and he gave me a step by step account of his visit with MrMarquezHe did confirm that the complaint MrMarquez stated was accurateTo clarify, the Dealer Prep Fee is a fee charged on every vehicle sold regardless if it is sold to an individual or another dealerThis fee reflects our average administrative costs of inspecting the vehicle, the detailing of the vehicle, advertising the vehicle online, and servicing the vehicle and fluids as neededThe only time a customer is exempt from paying this fee is if they are on the lot and purchase the vehicle right off of the transport truck in it's raw stateMrMarquez did not purchase his truck until after the Dealer Prep process had been completed with the exception of the full tank of fuelEven though this fee is clearly stated in our internet ads, in this particular instance my staff did not follow our company's standard sales process and proceduresTherefore, I will refund MrMarquez the $
Regards,
*** Emmons

[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 10931595, and find that this resolution would be satisfactory to me

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
From: *** *** Sent: Monday, January 25, 5:PM Subject: Case Number *** Case number *** I have not filed any action through any court systemI spoke to Mr *** after receiving your email today. The issues are not resolved but I have a very good mechanic here in *** *** and he has agreed to install a used cruise control instead of an after market oneHe is very busy and will get to this as soon as he canMr *** is OK with this so when the cruise is installed I I will withdraw my complaint as per our conversation todayThank You,

[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 [redacted], and find that this resolution would be satisfactory to me.

Dear Revdex.com,I have called twice to the Revdex.com direct line to ask about possible next step. It appears that even mediation will not resolve our customer's complaint. I have spoken to him in length over the phone and there are no hard feelings between the customer and myself. He is not willing to withdraw his complaint regarding the advertising issue because technically there was an error made. We did mail him a check for $500 because that is what we initially agreed upon. He did send it back after he learned that in the small town he lives in, there is not a mechanic who can install the cruise control. We even discussed that if the time comes that he can make the trip to[redacted], I will have the cruise control installed at no charge to [redacted]. This offer is good for the entire time he maintains ownership of the truck. Regards,Gary [redacted]

Dear Revdex.com,Mr. [redacted] is correct. The ad for his 2000 [redacted] did have some errors in it.  It is unfortunate, but we know that human errors are always a possibility and therefore have a disclaimer that states: The vehicle may/may not have items listed as original factory...

equipment that are no longer with the vehicle we are currently selling. For example: 2 set of keys, keyless entry remotes, owner's manual, factory floor mats, Navigation discs, first aid kits, factory tires/size/load rating, tire pressure sensors, spare tires/factory tools and/or jacks, etc. We will be happy to obtain these items for you at a discounted dealer rate. It is the sole responsibility of the customer to verify the existence of options, accessories and the vehicle condition before time of sale.  I am aware that Mr. [redacted] did not come in person to take delivery of this particular truck. Therefore, I have the ability to offer a rebate for the errors that were made.  The maximum amount I am able to offer is $250 to go towards the options he would like to have installed on his truck.  I can mail a check directly to him upon his approval.  Regards,[redacted] Motor Company

I have reviewed the complaint filed by [redacted]. After hearing of his experience and consulting with my staff members, I was able to clear up the confusion between the Sales Department and the Finance Department.  We contacted Mr. [redacted] and he came back and purchased the truck he wanted...

the following day. Gary E[redacted]

I was out of state on business and neither [redacted] or I came back in town until the Wednesday following Ms. [redacted]'s visit.  I was told that her concern was already being handled internally while I was gone.  I spoke with Alan regarding this matter. There was a misunderstanding...

regarding the details of trading the [redacted] back in for full credit.  Alan actually spoke with the customer today and cleared up the details that were a not made clear when she was here.  Alan also told Ms. [redacted] that in the event we are not able to locate her a similar vehicle in the next week, she could purchase one from another dealer and we make sure she would get full credit that she paid us for the [redacted].  We would work an agreement out with the dealer of her choice for what is referred to in the car industry as an "[redacted]."  Ms. [redacted] still has the option to pick out another vehicle in our inventory and receive the full credit for the [redacted].  She was reminded of this today as well. We never want any of our customers to feel unhappy after a purchase.  We believe a huge part of Ms. [redacted]'s complaint was due to poor communication on our part.  Alan is working directly with her to make sure there are no gaps in communication going forward. Regards,Gary [redacted] Motor Company