Ernst & Young

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

We spoke with the customer and invited them back in.  Yesterday they signed with assistance from a third party to purchase a vehicle from our company.  At this time we request the this matter closed.  Thank you for bringing this to our attention.

We reviewed the customers concerns and apologize if they felt any miscommunication may have taken place.  Our Business Managers go over all documentation at time of their transaction.  We understand there is a lot of imformation they review.  I have attached copies of the customers...

lease agreement diclosing the Disposition Fee the Finance Company chages if the customer decides to turn their lease in and not buy out right.  There fees is to cover arrangement of transporting the vehicle to auction, paying for an inspection and finalizing paperwork for the Finance Company. This fee is paid to an outside service not the Dealer. If this customer would like to purchase their vehicle out right the disposition fee would be waived.  Please see Lease Agreement.This is a charge from the Finance Company and not the Dealer.  I hope the customer can understand our position.  Again, we apologize for any frustration this matter may have caused.

Thank you for bringing this information to our attention.  We spoke with the customer and have addressed his concerns to the best of our knowledge.

The customer has the option to receive a 45 day tag but has declined on several occasions.  We have offered to rescind the transaction and he has not accepted.  He also has legal representation.  So I hope you can understand that we request this Complaint closed through the Revdex.com

Customer spoke to Import Service Manager and was offered a refund for the oil change and an apology for the inconvenience.  Credit was applied.  I left a message yesterday for the customer to see what other concern there maybe.  We were under the understanding this offer was acceptable when speaking with our service manager.  Again, we apologize for the inconvenience this matter may have caused them.  Thank you for bringing this matter to our attention.

We did do an appraisal on the customers vehicle in order to let them determine if they wanted to turn the lease in or purchase the lease out right.  The vehicle had a cracked windshield, needed new tires, and was over the mileage limit on their lease. This information was shared with the...

customer during their visit.  After reviewing options the customer decided to purchase a vehicle.  When they turned in there lease there was nothing they needed to do because as the customer said the Leasing company picks the vehicle up and has an independent appraiser evaluate the vehicle.  The Leasing Company then invoices the final receipt to complete the lease.  Matt's interpretation was the customer made all of the payments so there was nothing more to do and we would get the vehicle to where the Leasing Company would arrange pickup.  We would have no idea what the Leasing Company determines it is not up to us.  We new payments were all made when we called for the payoff.
We apologize if the customer felt there was miscommunication, but this dispute would be with the Leasing Company.

I have been informed the customer has their funds back in place with the financial institution and we have offered a gesture of goodwill for the inconvenience.  Thank you for bringing this information to our attention and allowing us the opportunity to respond.

We are happy to say the customer picked their vehicle up.  Everything completed.  Thank you for bringing this information to our attention and allowing us the opportunity to respond.

I have attached the letter I sent to R[redacted] with no reponse. Thanks, [redacted]

Below is my response to the customer prior to filing their complaint. Hello [redacted] and [redacted],  I went over your letter pointing out concerns you may have regarding tires that came with your vehicle at time of purchase.   The Motor Trend inspection item 5 section 4 displays vibration in the drive train meaning axles, differentials, transmission, whatever makes the vehicle move.  Tires fall under tires.  The inspection requires specific tread depth.  At the time of purchase the vehicle tires were not a safety concern nor a drivability issue. Please understand that this is a used vehicle purchase.  The tires were used.  You negotiated and accepted the price for the vehicle at the time of purchase.  I can assure you that if new tires were added to this unit the vehicle price would have been higher and you may not have purchased this unit.  But you went over this vehicle and agreed this was the vehicle you wanted as it sat on the lot.  You were given a 7500/6month warranty but it does not cover tires.  There was no negotiation for tires.  There was no promises to add tires or any other items. We want you to know that we truly appreciate your business and hope you might understand our position.  Our offer to sell you tires at cost will be available until 12/31/16.  I apologize if this may not be the answer you are seeking.  Tires are a wear and tear item.We have had much communication with the customer about tires for their 2013 Nissan Maxima.  Our position has not changed.  They purchased a used vehicle after test driving others and choose this vehicle.  see Test Drive forms attached.  No negotiations were discussed about tires per the Delivery Confirmation document.  We offered to sell tires to the customer at our cost and they declined.  This has not deterred them from use of their vehicle.Thank yo for allowing us the opportunity to respond and hope you can understand our position.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

We are aware of the situation and have been working with the Bank and Credit Union to assist in getting it resolved.  We certainly understand the customers position.  Our funds were transferred the day the customer brought it to our attention.  The bank had to verify the error before...

sending funds to customer Credit Union.  To the best of our knowledge the funds were dispersed to the customers Credit Union account.

According to our records the charge was $217 for the purchase of extra filters.  A discount was applied to that.  No charge for oil change and rotation.  Please submit a copy of the repair order.

Revdex.com:
I reviewed the response made by the business and find the contingent  resolution is satisfactory to me.  I have not received the attached filled out document from the dealership. Once I have that I am satisfied with the outcome.

I am rejecting this response because of the known defect in Fords timing chain design and ongoing problems.

The cancellation has been completed for the customer as they have requested.  Full refund and taxes are being sent to the lending institution  
We truly apologize for the inconvenience this matter may have caused and appreciate them bringing this information to our attnetion

As reviewed with the customer we have no record of painting this unit and we have not seen this vehicle since his purchase date. 
I understand that this has been reviewed with Ford Motor Company and they have declined warranty assistance.
We apologize for any inconvenience this matter may...

have caused.  We did review with the manufacture that to the best of our knowledge we have no record of any paint work completed at our facility.

Customer has an appointment to bring their vehicle in this Saturday for us to address the concern.

Mr. [redacted] meet with our Service Manager and reviewed some options we may have available.  The customer decided to purchase a new vehicle from our Kia store.  We appreciate the opportunity to assist the customer.