Ertle Enterprises, Inc

From: Katherine M Ertle<[email protected]>Date: Tue, Jul 28, 2015 at 5:23 PMSubject: FW: ID [redacted]To: [email protected]: Chuck S[redacted] <c.4s[redacted]@ertlecars.com>Dear [redacted], Per our phone conversation I am responding to the concern received on July 17th and...

later amended on July 21st.   The concern was regarding work performed on a 2003 [redacted] with over 150,000 miles.  There were a number of services performed including a left front hub assembly, replacement of valve cover gaskets to fix an oil leak that was leaking on the exhaust along with replacement of spark plug seals and hardware, battery replacement, front and rear differential service, replacement of both front engine mounts and replacement of the rear transmission mount assembly, throttle body service and reprogramming of the ECM module.  On 07/17/2015 the customer’s vehicle was brought in for an oil leak that was coming from the right side camshaft seal which is located towards the front of the engine behind the front timing cover.  This was not part of the work previously performed or billed.  Our service manager spoke with [redacted] on 07/23/2015 who had taken the vehicle to another mechanic that confirmed that we could not have caused the oil leak which they were now experiencing.  Our service manager also made arrangements at that time to provide the customer with a courtesy loaner on the 24th of July, 2015 and have since made the repair to the camshaft seal at no charge to the customer. I believe their concerns have been resolved and I would like to thank you for bringing the matter to our attention so that we could reach out to the customer to assist them.  Should you have any questions, please don’t hesitate to contact me at ###-###-####. Sincerely, Katherine *. E[redacted]President    KATHERINE ** E[redacted]   |  President   |  Ertle Enterprises, Inc.  |   www.ertlecars.comc  ###-###-####  |  [redacted]@ertlecars.com 798 North 9th Street   |  Stroudsburg, PA 18360p  ###-###-####  |  t  ###-###-####   |   f  ###-###-#### Ertle[redacted]’lloveus…It’s our promise to u!

Review: I purchased a truck for $9,500.00 that was inspected by this dealership. 3,000 miles later the brakes rusted thru. Luckily the truck was parked in our driveway when this happened. Upon having it towed to a repair shop I was informed the whole undercarriage is rusted thru. The repairs have cost $1,000.00 and I was advised to get rid of the truck because of rust issues. I called the dealership and ask if I could trade it in or better yet since I no longer trust this dealership to write me a check. I was told they would not write a check and would only give me $3,000.00 toward another vehicle on their lot.Desired Settlement: Either buy this truck back at $8,000.00 or write me a check for 1/2 of the purchase price since they did not disclose there were any proble** at the time of sale.

Business

Response:

January 9, 2014

Dear **. [redacted],

I am writing in response to your letter dated December 30, 2013 to update you on our attempt to address **. [redacted]'s concern. After receiving **. [redacted]'s letter our sales manager reached out to **. [redacted] and spoke with [redacted] by phone. He indicated that we would like to make arrangements to bring their vehicle to the dealership when it was convenient for them and put it on a service lift to evaluate its current condition so that we could make a determination.

Because of [redacted]'s concern of the distance to the dealership we offered to arrange to have a flat- bed pick up the vehicle so that we could conduct an inspection and render a decision, though it is always preferable to have the customer available to look at the vehicle together.

[redacted] was not amenable to either offer and indicated that a third party's opinion should be sufficient.

There were no attachments to the complaint filed with your office from a third party and even with that we would still require a visual inspection before we could proceed.

The 2002 [redacted] truck was purchased on February 23, 2013 with 81,157 miles. Prior to delivery the rear brake shoes, hardware kit and adjuster were removed and replaced. At that time it passed PA inspection. We provided a courtesy limited powertrain warranty for 3 months or 3,000 miles, whichever occurs first. The customer was offered but declined to purchase a vehicle service contract at delivery that would have provided additional coverage for an extended period.

According to your letter the problem was noted on November 20, 2013 and not brought to someone's attention at our dealership until almost a month later. An actual trade valuation would also require an on-site visual inspection. Over 9 months have passed from delivery, the mileage is unknown at this time, however we are still willing to revisit **. [redacted]'s concern at such time the vehicle can be made available to us so that we can make any decision or offer any form of assistance.

Thank you for forwarding **. [redacted]'s letter. I am available to set an appointment with our service department to evaluate the vehicle and discuss any possibilities with **. [redacted]. We are open weekdays as well as Saturday until 5:00pm. I can be reached at 570-421-4140. Thank you for your assistance and I hope that this provides you with the information you need to update the status of your file.

Yours very truly,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Regards,