Dispute resolution, We were under the impression that we were giving our customer what he wanted. If we follow his request verbatim he has asked for $200.00. So that being said, I will request a check be cut immediately for $200.00 payable to him. I will need his exact name and address to process this. Best regards,Mike R[redacted]Executive Manager
We received a telephone call on Saturday regarding this issue and immediately contacted or General Manager and Service Manager. Our Service Manager said that indeed he had authorized to have an outside company repair the wheels for Mr. V[redacted] in light of maintaining a high level of customer...
satisfaction. This is usually a very simple procedure and should not have been an issue since the wheels had very minor scratches on the inside of the wells where the lug nuts are located. After Mr. V[redacted] complained about the repaired condition of his wheels our Service Manager says that agreed to make them right. After my phone call to the dealership and subsequent investigation we determined as a Management team to offer Mr. V[redacted] resolution by removing wheels from one of our "new" in stock vehicles and placing them on his car. A message was left on Saturday for Mr. V[redacted] asking him to contact Walid D[redacted] or myself to orchestrate this. If there are any further questions or concerns please contact me directly at 480-355-6926. Kindest regards,Mike R[redacted]Executive Manager
[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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Yuma Honda did contact me via email and advise me to contact them I have not contact them because I work and have not have the time to do so on business hours. I read what they wrote on their response, is not needed anymore the wheel lock I had to buy it and the towing service is part of my insurance policy, the main reason for my complaint is for people to really know what time of company is that does not care for customer. I hope they change that for future customers.
[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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Edgar V[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Marco Page To Whom It May Concern:I am not satisfied with Yuma Honda's business. The reason being is that they wrote the incorrect addresses at the time of purchase. I was not able to operate my vehicle for two weeks since the dealer registration was expired. Even though the registration was up to date with Arizona Department of Motor Vehicles, I did not want to risk being stop in the state of California since that is where I work and reside. I had to borrow a vehicle from a friend and called AZ DMV to get the status of my registration. Additionally, Yuma Honda did not give me the name of who was financing my 2011 Honda Civic. Yuma Honda told me that Wells Fargo Dealer Services was financing my vehicle. I called Well Fargo Dealer Services to verify and that was not the case. As a result, my payment was late to the correct financing business, thus costing me $3 late fee for every day my payment was late. I will not do business again at Yuma Honda and I will not recommend anybody to go and purchase vehicles at Yuma Honda either. However, I do thank Revdex.com for taking this matter seriously.Thank you,[redacted]
Good afternoon,After reviewing this complaint with our Service Director it is hard to make a complete and knowledgeable assessment of this situation. Management has requested that Saul bring the vehicle into the dealership so they can review any of the mentioned items. Our customer has refused to...
bring the vehicle to the dealership for an inspection. Based on what we know of the particular repair that was done (at no cost) to the customer, some of the items could not have been effected by the repair that was done. The above being said, we are a consumer friendly dealership and in light of customer good will, we will repair or replace Saul's headlight for him. This will require that he bring the the vehicle to the dealership to get this accomplished. At your convenience please contact Walid Doumit our General Manager at ###-###-####.Thank you,Mike R[redacted]Executive Manager
October 9, 2015Dispute Resolution ConsultantRevdex.com, [redacted] AZRe: Complaint filed by [redacted], ID #[redacted] Dear Sir or Madam:We have received and reviewed the complaint filed by Mr.[redacted] There were two addresses listed in his file, one in [redacted] and another in [redacted]...
which caused the license plates to be temporarily lost. The customer contacted the dealership and we were able to track down his plate and it was given to him last week. This matter has been resolved. Please feel free to contact me directly if there are any further issues. My office number is [redacted]Sincerely,Mike R[redacted]Executive ManagerYumaHonda
Good evening Mr. [redacted]At the time of your original complaint you asked that we provide you with your registration, which we did accomplish. We are truly sorry for any inconvenience this may have caused. We will call the bank your vehicle is financed with and insure that there is no negative reflection on your account standing. Additionally, I will have our office send you a check for the fee that [redacted] charged you. I would also like to offer to pay for your first oil change and tire rotation on the 2011 Civic you purchased. We would really like the opportunity to earn your confidence back and show you the type of experience you should have received from day one. Please feel free to contact me personally if you have any further concerns and we will handle them immediately, my direct line is ([redacted]
*Best regards, Mike
Initial Business Response /* (1000, 5, 2015/08/20) */
On 9-30-2014 Mr. [redacted] picked up his [redacted] from being winterized at our shop. The winterization was done correctly. We are a new business, we are not owned by [redacted] we are simply a mom and pop shop doing our best to take...
care of our customers and build our reputation within the area.
On 7-7-2015 Mr. [redacted] dropped off his 2010 [redacted] due to warning lights that were coming on. Mr. [redacted] did not make an appointment with our shop, but was adamant that the [redacted] be worked on ASAP. At that time Mr. [redacted] also accused our shop of sabotaging the unit when we worked on it in September 2014. According to Mr. [redacted] being able to use the PWC was important to his family for recreation. While, Mr. [redacted] is not a loyal customer, in an effort to take care of him and his family, we shifted around other customers during our busiest season of the year. Our [redacted] certified and trained staff used a proprietary [redacted] diagnostic to determine what was causing the warning lights. This diagnostic system informed us that it was a bad IBR. The retail cost of this part alone is [redacted] Mr. [redacted] told our Service Manager that he was experiencing financial hardship and requested that this part be covered by warranty because of the low hours on the 5 year old machine. We submitted the diagnostic code and information to [redacted], due to the age of the PWC [redacted] denied the warranty claim. We also coordinated with [redacted] over the diagnostic code to confirm the part was in fact faulty. In an effort to assist Mr. [redacted] with his financial troubles we also submitted to [redacted] a goodwill warranty claim (this means that [redacted] will cover the part to increase goodwill with the customer). This claim was denied as well. The repair was completed for Mr. [redacted], our technicians tested the machine and confirmed it was in good working order before it left our shop. We also tested the old IBR to confirm AGAIN, that it was not in working order. Tests confirmed it was no longer functioning correctly. Due to the financial hardships Mr. [redacted] was facing, his ticket was adjusted, we reduced the labor rate to our cost and we reduced the cost of the part to our cost as well. As earlier stated the retail part alone was over [redacted] this does not include the labor to diagnose and install. Mr. [redacted]'s bill was [redacted]
On August 4th, Mr. [redacted] came in, his warning light had come on again over the weekend. He wanted a refund on the IBR module that was installed, however he refused to let our technicians diagnose or inspect the machine. He informed us he would be taking the machine to the dealership where he purchased the machine. Due to the good relationship we have with that dealership we offered to call and make the appointment for him. He refused. The owner of our store contacted the dealership where Mr. [redacted] was taking the PWC to let the know he would be bringing the PWC there and that we would be happy to provide any and all information we could regarding the work we did on the [redacted]. In another attempt to take care of Mr. [redacted], we contacted [redacted] about a refund on the IBR. [redacted] refused due to the fact that their proprietary software showed the IBR that had been removed from the [redacted] was not in working order and needed to be replaced and that the new one was in good working order. [redacted] recommended testing the IBR and if it was not working submit a warranty claim on the new part that had just been installed. We relayed this to Mr. [redacted], however since he refused service from our shop we were not able to do this. We also relayed this information to the other dealership so they knew what options they had to make sure Mr. [redacted] was taken care of.
We have done everything within our power to make sure Mr. [redacted] was well taken care of. We reduced the price of his bill to assist with his current financial hardships, we shifted our shop schedule to address his machine, we went to [redacted] on his behalf many times. Mr. [redacted] did pay our shop, but it was only for the work that had been completed and nothing more. As a dealership we are unable to do anything additional for Mr. [redacted] aside from recommend that he reach out to [redacted] directly via [redacted]@brp.com.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure who completed this response on behalf of Pitbull Powersports but it is ridiculous and untrue. I never told anyone I had financial hardship, I was never told that they would test the part and submit a warranty claim and I never accused them of sabotaging my [redacted]. A loyal customer??? This was the first time I used them. They were not a [redacted] dealer when I purchased my Seadoo and when they did become an authorized [redacted] dealer I went to them only to have this type of experience. [redacted] the parent company of [redacted] recommended I go to a different [redacted] dealer but unfortunately if was too late. On August 4th, their service manager did diagnose my [redacted] and did so while I stood there with my maintenance supervisor. He ran a computer scan and told me I either needed a new main computer or they needed to check all my wires to see if one was chaffed but unfortunately they did not have the tool to do so. That is when I made the determination that I needed to go elsewhere. I asked the owner of Pitbull Powersports to not call the Lake of the Ozark's dealer on my behalf and he did it without my authority or approval. I did not go there because it was not needed. Once I replaced the battery my problem went away. Keep in mind that this was a 15 hour PWC and I have experienced no issues until then. Most likely the battery went bad over the winter and the original problem was simply a bad battery. Had this been properly diagnosed all this could have been avoided. It is always interesting to see how a company handles a situation and this has been handled as poorly as I could imagine. I still request a refund. I will have the old part reinstalled and the new part returned so they can get their refund from [redacted].
Final Business Response /* (4000, 9, 2015/08/25) */
1. We diagnosed the machine with a [redacted] proprietary system. We contacted [redacted] to confirm the diagnosis was correct. We tested the original part which was no longer working. Everything confirmed it was a non-functioning part.
2. We showed Mr. [redacted] on the computer diagnostic system, at that time Mr. [redacted] granted permission to complete the repair.
3. We did everything within our power to help Mr. [redacted] by submitting the IBR for warranty, multiple times. Based on the data from the diagnostic [redacted] refused each warranty request (we made 3 attempts at a warranty claim.) Mr. [redacted]'s unit was out of warranty due to the age of the machine.
4. If there are concerns the new IBR is non-functioning, it should be addressed via a warranty claim with [redacted]. We are happy to provide support to the dealership Mr. [redacted] takes his [redacted] to.
5. We delivered what we were asked to do, and what we said we would do at a more than fair price.
6. Based on the history of this case [redacted] will not grant a refund on this part, or any used parts.
7. We will gladly support Mr. [redacted] efforts in escalation with [redacted]@brp.com, XXX-XXX-XXXX or a warranty submission at another dealer.
Final Consumer Response /* (4200, 11, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Seadoo was diagnosed while it had a bad battery so it showed fault codes that were inaccurate.
I did not expect that Pitbull would do anything other than what they have done based on the experience I have had with them.
To claim that I expressed financial hardship is a complete lie and to deny that they did a second diagnosis when I had someone standing there with me shows the lack of integrity within their organization.
I believe the service manager wanted to do the right thing but I saw that the owner was opposed to it.
It would have been easy for Pitbull Powersports to do the right thing and long term it would have been the best thing. Thank you.
Dispute resolution, We were under the impression that we were giving our customer what he wanted. If we follow his request verbatim he has asked for $200.00. So that being said, I will request a check be cut immediately for $200.00 payable to him. I will need his exact name and address to process this. Best regards,Mike R[redacted]Executive Manager
We received a telephone call on Saturday regarding this issue and immediately contacted or General Manager and Service Manager. Our Service Manager said that indeed he had authorized to have an outside company repair the wheels for Mr. V[redacted] in light of maintaining a high level of customer...
satisfaction. This is usually a very simple procedure and should not have been an issue since the wheels had very minor scratches on the inside of the wells where the lug nuts are located. After Mr. V[redacted] complained about the repaired condition of his wheels our Service Manager says that agreed to make them right. After my phone call to the dealership and subsequent investigation we determined as a Management team to offer Mr. V[redacted] resolution by removing wheels from one of our "new" in stock vehicles and placing them on his car. A message was left on Saturday for Mr. V[redacted] asking him to contact Walid D[redacted] or myself to orchestrate this. If there are any further questions or concerns please contact me directly at 480-355-6926. Kindest regards,Mike R[redacted]Executive Manager
[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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Yuma Honda did contact me via email and advise me to contact them I have not contact them because I work and have not have the time to do so on business hours. I read what they wrote on their response, is not needed anymore the wheel lock I had to buy it and the towing service is part of my insurance policy, the main reason for my complaint is for people to really know what time of company is that does not care for customer. I hope they change that for future customers.
[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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Edgar V[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Marco Page To Whom It May Concern:I am not satisfied with Yuma Honda's business. The reason being is that they wrote the incorrect addresses at the time of purchase. I was not able to operate my vehicle for two weeks since the dealer registration was expired. Even though the registration was up to date with Arizona Department of Motor Vehicles, I did not want to risk being stop in the state of California since that is where I work and reside. I had to borrow a vehicle from a friend and called AZ DMV to get the status of my registration. Additionally, Yuma Honda did not give me the name of who was financing my 2011 Honda Civic. Yuma Honda told me that Wells Fargo Dealer Services was financing my vehicle. I called Well Fargo Dealer Services to verify and that was not the case. As a result, my payment was late to the correct financing business, thus costing me $3 late fee for every day my payment was late. I will not do business again at Yuma Honda and I will not recommend anybody to go and purchase vehicles at Yuma Honda either. However, I do thank Revdex.com for taking this matter seriously.Thank you,[redacted]
Good afternoon,After reviewing this complaint with our Service Director it is hard to make a complete and knowledgeable assessment of this situation. Management has requested that Saul bring the vehicle into the dealership so they can review any of the mentioned items. Our customer has refused to...
bring the vehicle to the dealership for an inspection. Based on what we know of the particular repair that was done (at no cost) to the customer, some of the items could not have been effected by the repair that was done. The above being said, we are a consumer friendly dealership and in light of customer good will, we will repair or replace Saul's headlight for him. This will require that he bring the the vehicle to the dealership to get this accomplished. At your convenience please contact Walid Doumit our General Manager at ###-###-####.Thank you,Mike R[redacted]Executive Manager
October 9, 2015Dispute Resolution ConsultantRevdex.com, [redacted] AZRe: Complaint filed by [redacted], ID #[redacted] Dear Sir or Madam:We have received and reviewed the complaint filed by Mr.[redacted] There were two addresses listed in his file, one in [redacted] and another in [redacted]...
which caused the license plates to be temporarily lost. The customer contacted the dealership and we were able to track down his plate and it was given to him last week. This matter has been resolved. Please feel free to contact me directly if there are any further issues. My office number is [redacted]Sincerely,Mike R[redacted]Executive ManagerYumaHonda
Good evening Mr. [redacted]At the time of your original complaint you asked that we provide you with your registration, which we did accomplish. We are truly sorry for any inconvenience this may have caused. We will call the bank your vehicle is financed with and insure that there is no negative reflection on your account standing. Additionally, I will have our office send you a check for the fee that [redacted] charged you. I would also like to offer to pay for your first oil change and tire rotation on the 2011 Civic you purchased. We would really like the opportunity to earn your confidence back and show you the type of experience you should have received from day one. Please feel free to contact me personally if you have any further concerns and we will handle them immediately, my direct line is ([redacted]
*Best regards, Mike
Initial Business Response /* (1000, 5, 2015/08/20) */
On 9-30-2014 Mr. [redacted] picked up his [redacted] from being winterized at our shop. The winterization was done correctly. We are a new business, we are not owned by [redacted] we are simply a mom and pop shop doing our best to take...
care of our customers and build our reputation within the area.
On 7-7-2015 Mr. [redacted] dropped off his 2010 [redacted] due to warning lights that were coming on. Mr. [redacted] did not make an appointment with our shop, but was adamant that the [redacted] be worked on ASAP. At that time Mr. [redacted] also accused our shop of sabotaging the unit when we worked on it in September 2014. According to Mr. [redacted] being able to use the PWC was important to his family for recreation. While, Mr. [redacted] is not a loyal customer, in an effort to take care of him and his family, we shifted around other customers during our busiest season of the year. Our [redacted] certified and trained staff used a proprietary [redacted] diagnostic to determine what was causing the warning lights. This diagnostic system informed us that it was a bad IBR. The retail cost of this part alone is [redacted] Mr. [redacted] told our Service Manager that he was experiencing financial hardship and requested that this part be covered by warranty because of the low hours on the 5 year old machine. We submitted the diagnostic code and information to [redacted], due to the age of the PWC [redacted] denied the warranty claim. We also coordinated with [redacted] over the diagnostic code to confirm the part was in fact faulty. In an effort to assist Mr. [redacted] with his financial troubles we also submitted to [redacted] a goodwill warranty claim (this means that [redacted] will cover the part to increase goodwill with the customer). This claim was denied as well. The repair was completed for Mr. [redacted], our technicians tested the machine and confirmed it was in good working order before it left our shop. We also tested the old IBR to confirm AGAIN, that it was not in working order. Tests confirmed it was no longer functioning correctly. Due to the financial hardships Mr. [redacted] was facing, his ticket was adjusted, we reduced the labor rate to our cost and we reduced the cost of the part to our cost as well. As earlier stated the retail part alone was over [redacted] this does not include the labor to diagnose and install. Mr. [redacted]'s bill was [redacted]
On August 4th, Mr. [redacted] came in, his warning light had come on again over the weekend. He wanted a refund on the IBR module that was installed, however he refused to let our technicians diagnose or inspect the machine. He informed us he would be taking the machine to the dealership where he purchased the machine. Due to the good relationship we have with that dealership we offered to call and make the appointment for him. He refused. The owner of our store contacted the dealership where Mr. [redacted] was taking the PWC to let the know he would be bringing the PWC there and that we would be happy to provide any and all information we could regarding the work we did on the [redacted]. In another attempt to take care of Mr. [redacted], we contacted [redacted] about a refund on the IBR. [redacted] refused due to the fact that their proprietary software showed the IBR that had been removed from the [redacted] was not in working order and needed to be replaced and that the new one was in good working order. [redacted] recommended testing the IBR and if it was not working submit a warranty claim on the new part that had just been installed. We relayed this to Mr. [redacted], however since he refused service from our shop we were not able to do this. We also relayed this information to the other dealership so they knew what options they had to make sure Mr. [redacted] was taken care of.
We have done everything within our power to make sure Mr. [redacted] was well taken care of. We reduced the price of his bill to assist with his current financial hardships, we shifted our shop schedule to address his machine, we went to [redacted] on his behalf many times. Mr. [redacted] did pay our shop, but it was only for the work that had been completed and nothing more. As a dealership we are unable to do anything additional for Mr. [redacted] aside from recommend that he reach out to [redacted] directly via [redacted]@brp.com.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure who completed this response on behalf of Pitbull Powersports but it is ridiculous and untrue. I never told anyone I had financial hardship, I was never told that they would test the part and submit a warranty claim and I never accused them of sabotaging my [redacted]. A loyal customer??? This was the first time I used them. They were not a [redacted] dealer when I purchased my Seadoo and when they did become an authorized [redacted] dealer I went to them only to have this type of experience. [redacted] the parent company of [redacted] recommended I go to a different [redacted] dealer but unfortunately if was too late. On August 4th, their service manager did diagnose my [redacted] and did so while I stood there with my maintenance supervisor. He ran a computer scan and told me I either needed a new main computer or they needed to check all my wires to see if one was chaffed but unfortunately they did not have the tool to do so. That is when I made the determination that I needed to go elsewhere. I asked the owner of Pitbull Powersports to not call the Lake of the Ozark's dealer on my behalf and he did it without my authority or approval. I did not go there because it was not needed. Once I replaced the battery my problem went away. Keep in mind that this was a 15 hour PWC and I have experienced no issues until then. Most likely the battery went bad over the winter and the original problem was simply a bad battery. Had this been properly diagnosed all this could have been avoided. It is always interesting to see how a company handles a situation and this has been handled as poorly as I could imagine. I still request a refund. I will have the old part reinstalled and the new part returned so they can get their refund from [redacted].
Final Business Response /* (4000, 9, 2015/08/25) */
1. We diagnosed the machine with a [redacted] proprietary system. We contacted [redacted] to confirm the diagnosis was correct. We tested the original part which was no longer working. Everything confirmed it was a non-functioning part.
2. We showed Mr. [redacted] on the computer diagnostic system, at that time Mr. [redacted] granted permission to complete the repair.
3. We did everything within our power to help Mr. [redacted] by submitting the IBR for warranty, multiple times. Based on the data from the diagnostic [redacted] refused each warranty request (we made 3 attempts at a warranty claim.) Mr. [redacted]'s unit was out of warranty due to the age of the machine.
4. If there are concerns the new IBR is non-functioning, it should be addressed via a warranty claim with [redacted]. We are happy to provide support to the dealership Mr. [redacted] takes his [redacted] to.
5. We delivered what we were asked to do, and what we said we would do at a more than fair price.
6. Based on the history of this case [redacted] will not grant a refund on this part, or any used parts.
7. We will gladly support Mr. [redacted] efforts in escalation with [redacted]@brp.com, XXX-XXX-XXXX or a warranty submission at another dealer.
Final Consumer Response /* (4200, 11, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Seadoo was diagnosed while it had a bad battery so it showed fault codes that were inaccurate.
I did not expect that Pitbull would do anything other than what they have done based on the experience I have had with them.
To claim that I expressed financial hardship is a complete lie and to deny that they did a second diagnosis when I had someone standing there with me shows the lack of integrity within their organization.
I believe the service manager wanted to do the right thing but I saw that the owner was opposed to it.
It would have been easy for Pitbull Powersports to do the right thing and long term it would have been the best thing. Thank you.