Ernst & Young

The customer purchased a vehicle from our Ricart *** location on 8/8/17. He was accompanied by his father. We required proof of insurance prior to taking to delivery of the vehicle. He was offered the use of one of our computers to look for insurance. The sales
associate provided access to a computer. Our sales associate said he never assisted with the purchase of insurance with the customer. Mother was not present at the time of vehicle purchase We are sorry to hear about the situation the customer is in

We are very sorry to hear of this dilemma. Please send a copy of the notification you received and we will be happy to contact Hyundai Finance. The last conversation we had with them your account was closed and paid in full. There was no money exchanged with us and
Hyundai. They set up the pull ahead program. My email address is ***

I am rejecting this response because: You did not specify if you are paying for the detail to remove the smoke odor, or only setting up the appointment Also, what if the detail does not remove the odor? (Smoke odor can be extremely difficult to remove, which is why my wife asked about it before we purchased the car) It was already detailed once at your dealership, and the odor came back almost immediately I appreciate the offer of the detail, but was wondering what other steps you are willing to take if it doesn't work I reread our warranty and the document you submitted regarding the replacement of the shredded air condition belt It mentioned that the shredded belt was caused by a collision There was no collision; we have not been in an accident, nor have we collided with anything There are no indications anywhere on the body of the car to suggest we ever collided with anything If the air conditioning is so fragile that a "collision" such as running over a twig in the road can damage it, then that the piece was not well-built originally and should be covered under the warranty It was suggested to us to contact our insurance company to file a claim We were never in an accident, so the insurance company obviously wouldn't cover the cost As an aside, the "bumper-to-bumper" warranty was the phrase that was used by your salesman to describe the warranty we were purchasing If you do not sell such a warranty, it is dishonest for your sales team members to use that phrase when referring to the warranty Are you willing to look at the air conditioning again at no cost since it still isn't working even after we paid for it to be repaired, or are we going to incur additional costs?Regards, *** ***

My father who is a war veteran, spoke directly to the sales manager at the dealership about exchanging the vehicle and the sales manager declined, offering to retouch the damages instead

Attached is the completed document

I reviewed the customers concern with the personnel involved with the transaction. The customer purchased vehicles. They wanted to trathe Genesis but no finance company would accept the negative equity. The customer was aware of that prior to signing for a new
vehicle. The customer decided to purchase and sign for a new vehicle and choose to keep the Genesis. If they purchased additional products they may cancel if available. Depending on the product. They are welcome to complete a cancellation form.We will decline to buyback their Genesis. They were aware of this prior to obligating to two other vehicles.We apologize for any frustration this matter may have caused them

Change cards are issued in lieu of cash when bus passes are purchased on the bus and the customer is due change from the transaction? These change cards are the same type and thickness as all bus passes? We sell thousands of period passes including 31-Day Unlimited Ride passes which hold
up under use? We also provide free protectors that passes can be kept in to keep them from being folded or otherwise mutilated? On the back of every pass and change card is the statement, "RTS will not refund lost, stolen or mutilated passes." ? This includes cash refunds and replacement passesHowever, since Mr*** is a long-standing customer, we are offering a 31-Day Ride pass to settle this claim? If this is acceptable to Mr***, he should call Customer Service at ###-###-####, ask for Kirk B., Manager of Customer Service who will arrange to provide the pass to Mr***

We apologize for any inconvenience this matter may have caused.  Equifax can take up to 30 days or more.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: the comment about [redacted] father being there is irrelavent. The fact that I was not there is also irrelavent. [redacted] father had walked away, first off, and wasn’t even in the area where [redacted] and the salesman were at. The fact is that Ricarts employee walked my son through the insurance process and was ignorant on what was needed. My son, being that he has NEVER dealt with Insurance before, had no idea what he was doing or which coverage to select. Therefore, my son HAD to ask the salesman which one to select. The salesman TOLD him to select the basic coverage, which is exactly what he did. Ricart keeps stating that they had to verify proof of full coverage insurance prior to selling a car. It is obvious that this wasn’t done as it would have been seen that there was no full coverage. This is obviously a situation where Ricart was only interested in selling another car and had no regard for the customer. The sale was all that mattered! The salesman got caught in a HUGE mistake and now he is trying to lie his way out of it. Just like I told one of their managers, there are very few honest people in the world today and it makes me so mad that we have to fight to prove the truth.  Buyers BEWARE when going to Ricart, they are only wanting to sell you a car without any regard to you or the situation that THEY put you in afterwards. Do NOT trust Ricart to help you get insurance coverage as they have no clue what they are doing. Ricart needs to step up and take care of their mistake if they are really wanting to keep a good name as they claim. 
Regards,
[redacted]

This vehicle was purchased used from the auction.  A carfax was ran and no records as of 4/4/16 show no accidents/ damage reported.
It was brought to our attention from the service center in Illinois that when repairing the headlight in December they had to remove the bumper and...

discovered damage to a wiring harness, headlamps broke, air deflectors damaged and frame cross brace bent.  It could not be seen until the bumper cover was removed.  After conversations with the customer we agreed to pay to have all new parts replaced as a gesture of goodwill to address the customer concern.  There was no body damage to the vehicle.
Today, 4/12/16,  I spoke with the service center who repaired the vehicle for the wind noise and was told to the best of their knowledge it has been repaired.
We apologize for any inconvenience this matter may have caused.  We feel we have addressed the customer concern.

I reviewed the customer request.  They purchased a used vehicle from the Ricart Used Car Factory.  Very happy at the time.  Saw it on line.  Came in test drove it.  Purchased. 
Several days later father accompanied customer back in to the dealership requesting...

that the vehicle be repainted.  The vehicle's color is black.  It has been used by a prior owner.  We offered to exchange the vehicle for the customer but they declined.  They are requesting to have the vehicle repainted.  We sent it back to detail for touch up. Still not happy.  We decline to paint the vehicle.  Per the We Owe nothing promised at time of delivery.
If the customer feels they want the vehicle repainted we can recommend a body shop and see if they will offer a discount on the work, but Ricart will not be participating in this cost.
We sincerely apologize for any frustration this matter may have caused and hope you can understand our position.

The customers service contract is covering part of the repairs and the customer is paying the balance at a discounted rate as a gesture of goodwill.

After review of the customer service file I found that a claim for their vehicle was used on 12/21/17 under the Valvoline coverage.  That coverage is $150 total and the tire replacement totaled $150 meaning the coverage is no longer available for tire replacement until their next oil change.  When the customer brought their vehicle in for service 2/15/18 it was determined there was no more coverage under Valvoline's warranty.  So we informed the customer any work would be customer pay.  We recommended replacing the tire.  The customer declined.  Are records indicate no patching or work was completed on their vehicle. We apologize for any inconvenience this matter may have caused this was not our intentions.

Mr. B[redacted] arranged to have the customers F150 towed to our Ford service department for review where it is here now.  Arrangements have also been made for customer transportation if needed.

The customer had been contacting our sales staff for sometime asking to help him lower his payment and get him out of the Ford Explorer in which he purchased from our company in 2014.  We negotiated for several weeks and could not come together on numbers.  On 12/4/15 the customer did...

agree to purchase a 2016 Ford Escape.  Went over all the numbers to make sure this is what they wanted to do.  Was very happy with the vehicle and our assistance.  Now we hear they are unhappy with their purchase. 
The transaction has been completed and vehicle titled.  We are very sorry to hear they are unhappy now with their decision.  No one made the customer sign documents for the Escape.  All the number were reviewed prior to signing the documents.  The customer made the choice to sign and take delivery instead of walking away.
We cannot offer to change the contract.  I hope you will understand our position.  Thank you for allowing us the opportunity to respond.

We apologized for any miscommunication that may have taken place.  This is a complimentary ride we offer within a 20 mile radius.  We do not have to provide transportation unless it is covered under a service contract or manufacture warranty with approval.  We did as a gesture of...

goodwill cover the $50 ride back for this customer to the dealership as a one time offer.

Customer purchased his vehicle on 9/18/15 and also opted to purchase a service contract.  Unfortunately he had a failure in the engine of his vehicle which he has authorized to be replaced in our service department.  His contract covers up to $3000 for drive train which is the cost of the...

engine he worked out with the service contract company.  The labor was discounted as a gesture of goodwill.  We had discussions about the cost and what he feels he should have.  We explained to him as did the warranty company this is the coverage you agreed to in 2015.  He choose to move forward with the repair knowing the cost involved.We are sorry to hear of his dissatisfaction.  We provided a discount as a gesture of goodwill.

We reviewed the letter the customer submitted dated 8/16/16.  We apologize but we were not in receipt of it in order to address this matter then.  We pulled the inspection on the customers vehicle and...

found that new rotor were installed on 5/31/16 prior to offering the vehicle for sale.  Rotor will rust if sitting for a period of time but driving the vehicle should clear it up.  We have not seen the vehicle since the customer purchased June 25, 2016.  If they would like to make an appointment in the motor trend service department they are welcome to do so by calling ###-###-#### and they will be happy to schedule the customer in.  They will be able to address the customers concern.  I have attached a copy of the delivery confirmation indicating what was requested at the time of delivery completed.  
Again, we apologize for any inconveince this matter may have caused.

Thank you for bringing this information to our attention.  We will be in contact with the customer to address his request.  Our intentions will be to either work an exchange or have the vehicle deodorized.  We apologize for any miscommunication that may have taken place.

According to our file customer traded her 2015 Mitsubishi Mirage for a 2015 Nissan Versa on 8/20/15 at our Import location and financed  for 84 months.