Especially For Pets

Initial Business Response / [redacted] (1000, 8, 2016/03/07) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] @ [redacted] We are currently finalizing a solution with this customer The original salesperson has since been let go from our company and the case is now being handled by management and associated parties( [redacted] ) We have settled with the customer at a lower selling price on this snow blower to equal out the payments they were originally expectingThey did require to do another credit applicationThis is mandatory under the lease program when there is no serial number available for the product at the time of the initial saleEven if it was handled properly this step would have applied The equipment in their possession was never applied to a lease contract and we had not received payment for the unitThe issue arose during an inventory audit and the blower was found to be missingThis prompted us to contact the customer to complete the appropriate paperwork to receive payment As I am taking over from where it was left off, I was in touch with the customer today to confirm the serial number of the product they have in their possession, once this is confirmed I will create the new lease documents at the agreed upon rates and selling priceI will travel to the customers locations at their convenience to sign the appropriate documents to submit I expect this to be finalized in 2-days Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/03/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me I have been promised but have not received the receipt that I signed when I picked up my vehicle I am waiting for that, but otherwise I am happy to have my car back and all is well Thank you MrBob Poynter for your communication, care and concern You are greatly appreciated Regards, [redacted]

Response to [redacted] case number [redacted].   The customer’s vehicle was checked initially when the check engine light had come on.  We found that the engine was missing out.  After running diagnostics we found low compression on one cylinder.  We had to remove the engine...

and tear down to the point of the failure.  We then had to get approval from Ford Motor Company.  Once approved we had to order all the parts to repair.  The parts were on a national back order.  We stayed in contact with Ford to get the updates on when the parts would be received.  It took well over a month to receive the parts.  The customer also wanted the tires replaced.  Once the vehicle was completed we detailed it and the customer picked it up.  The customer then called back and did not want the new tires.  We took the new tires off for the customer.  We made sure Ford Motor Company paid the customer’s car payment and our owner Robert L Poynter paid a payment to the customer out of his pocket.  We deeply regret the circumstances that our customers dealt with.  We can only hope they will consider continuing to be a customer of ours.  I cannot speak for the specifics of the follow up our customer received but our owner has expressed these concerns with all involved and we are confident it will not happen again.  We appreciate the feedback and opportunity to correct these issues and do a better job all around for our customers.   Thank you,   Sarah H[redacted] Poynter Chevrolet Buick Cadillac GMC Trucks Bob Poynter Ford Bob Poynter Chrysler Dodge Jeep Ram Hyundai Bob Poynter Chrysler Dodge Jeep Ram Fiat Of Seymour 812-522-4187

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. 
I have been promised but have not received the receipt that I signed when I picked up my vehicle.  I am waiting for that, but otherwise I am happy to have my car back and all is well.  Thank you Mr. Bob Poynter for your communication, care and concern.  You are greatly appreciated.
Regards,
[redacted]

Initial Business Response /* (1000, 8, 2016/03/07) */
Contact Name and Title:[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@[redacted]
We are currently finalizing a solution with this customer.
The original salesperson has since been let go from our company and the...

case is now being handled by management and associated parties([redacted]).
We have settled with the customer at a lower selling price on this snow blower to equal out the payments they were originally expecting. They did require to do another credit application. This is mandatory under the lease program when there is no serial number available for the product at the time of the initial sale. Even if it was handled properly this step would have applied.
The equipment in their possession was never applied to a lease contract and we had not received payment for the unit. The issue arose during an inventory audit and the blower was found to be missing. This prompted us to contact the customer to complete the appropriate paperwork to receive payment
As I am taking over from where it was left off, I was in touch with the customer today to confirm the serial number of the product they have in their possession, once this is confirmed I will create the new lease documents at the agreed upon rates and selling price. I will travel to the customers locations at their convenience to sign the appropriate documents to submit.
I expect this to be finalized in 2-3 days.
Initial Consumer Rebuttal /* (2000, 10, 2016/03/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2016/01/25) */
The customer sent his snow blower in to us in June of 2015 for a service and a broken cable. the cable in question is attached to a metal plate and the second cable is attached to it. At the time of the repair we tested the unit and everything...

was working the way it should there was no need to change the lower cable as it was not broken. When the unit was delivered back my delivery driver also checked the unit to make sure it was working properly. The customer stated in his letter to you that, and I quote, "to my mind, the same $[redacted] cable broke and fell to the ground". This is not the case as it was a different cable. When speaking to the customer he told me if one was broken we should have replaced the other, I explained to him that we inspected the unit and there was no way we could have known it would break as it is a sealed part and we do not just replace parts like that. I also stated that we have seen many units come in with broken cables, we replace the broken ones and have not had any customers come back and have the other one break. The customer in question has paid this bill as of Jan 12 2016 and I feel we did what was expected of us in the first service and we fixed the second issue which occurred 7 months later. At this time we as a company would offer the customer free pick up and delivery ($[redacted]) of this unit for the next time it needs to come in for repair or service
Initial Consumer Rebuttal /* (3000, 10, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The cable in question that broke the second time came loose from inside the snow thrower (i.e. must have broken from the metal plate inside the machine and the wear & tear on the part indicating that it was ready to break should have been seen. The sealed park referred to appears to me to be in the middle section of the two cables i.e. the top and bottom cable (the one that recently broke) both come out of this unit. The cable broke several feet down from this unit --- from inside the machine.
I question the quality of the service I would receive in the future after having placed a complaint. And, I doubt if I would be willing to send my snow thrower to this company in the future for servicing. Therefore, I request the $** transportation fee be refund immediately and not available as a free charge for any future servicing.
On another note, not previously mentioned, there has been a strong odour of gas from the snow thrower since it was returned. This is notable as it is stored in the garage. There does not appear to be any gas leaking from the machine. Perhaps something due to the new carburetor installation. [redacted]
Final Business Response /* (4000, 12, 2016/02/03) */
I received a call from [redacted] on Feb 1st concerning the fuel smell and leak, we picked up the unit, inspected and found the float bowl in the new carb had a pin hole in it, I called [redacted] and told him we would repair it under warranty but I would not charge him for anything including the pickup/delivery fee and as long as the part arrived when I was told it would be here by the supplier we would have his machine back to him before the weekend. He was fine with this. I spoke to him the day before I received the copy of this letter so I assumed this was going to be the reimbursement as warranty does not cover the charges for pickup and delivery. At this point I would consider this as the $[redacted] reimbursement I offered. Thank You
[redacted]
Final Consumer Response /* (4200, 14, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am in disagreement that after the putting a defective part into my snow blower (i.e. carb float)would not have the pickup/delivery covered under the warranty. There would have been no reason to have the snow blower picked up AGAIN for repairs if the parts used the first time were not defective.
I cannot believe the response from this company. I certainly hesitate to consider any possibility of my using them for additional repairs ([redacted]).
I still request that the $** pickup/delivery fee for the second repair be reimbursed and not considered as a credit towards any further repairs.