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
[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.
I am one of the individuals involved with resolving [redacted] complaint. Although we strongly disagree with her position, we have decided to meet her request. If [redacted] still will not approve the loan, we assume the loan in house. All terms set forth on her contract will be upheld by...
Emmons Motorsports. She has already been notified of this.
[redacted]
Emmons Motorsports
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
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...
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
[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.
I am one of the individuals involved with resolving [redacted] complaint. Although we strongly disagree with her position, we have decided to meet her request. If [redacted] still will not approve the loan, we assume the loan in house. All terms set forth on her contract will be upheld by...
Emmons Motorsports. She has already been notified of this.
[redacted]
Emmons Motorsports
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
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]