Express Auto of Logan

This letter is in response to a complaint filed by [redacted] ? I am sorry Ms [redacted] had a bad experience with my company? I highly value my A+ rating with the Revdex.com and strive to have world class customer service? I have spoke to my office manager Gracie about this incident ? There are a few important details that Gracie made me aware of [redacted] does not have an account or a loan with Express Auto? The law is very clear on privacy issues? We are not allowed to give out any of the information she was requesting as she is not on the account? We have clients come in and request documents for other people regularly? Our company policy is we will not give out personal information to persons if they are not on the account? This is for the protection of our clients? In this case it appears the information being requested was for [redacted] ? Mr [redacted] is the only person on the account in question? I would be happy to personally discuss his account with him if he desires? I will review customer service skills with my entire office staff? We want to treat each customer with courtesy and respect? I apologize to Ms [redacted] if she was treated disrespectful as that is completely unacceptable? Thank you for bringing this matter to my attention as I will use it as a learning/training tool.Sincerely,Kevin D**OwnerExpress Auto

To Whom it May Concern:In regards to the above stated claim I would like to issue the complaint above We are talking about a Mitsubishi Montero The car was purchased on 12/2/ The vehicle was sold with a month or 3,mile powertrain warranty The vehicle went thru a Utah State Inspection and Emissions and passed both items before it was sold On 5/12/which was over months after purchase the customers brought the vehicle into our shop and wanted a squeaking noise fixed and the air conditioner/heater fixed The customers were told at this time that the car was out of warranty by several months and these were items that were not covered by their powertrain warranty (if in fact it had been still under warranty) The cost to repair these items came to a total of $ The customers were told we value them as customers and although their vehicle did not have warranty on it we would try to help them out and pay for $of the $which in turn would make them responsible for the remaining $ The above customer used very foul language with us and roared out of our parking lot A short time after leaving we received a phone call from customer saying the hood had come open The customer explained that there was not any damage but wanted an apology My service manager talked to the technician who had worked on this car and in this instance there was actually two separate technicians working on the car Both technicians verified that the hood had been shut properly We are confident the hood was shut properly The customer also told us we were breaking the law because we had not done a State Inspection on the vehicle and did not say very nice things about us We let them know that we do indeed know the law and we do State Inspection on all of our vehicles.In addition to these issues the customers were behind on their car payments In the next days we were in contact with customers several times trying to collect on the car payment Promises were made and broken by customer to bring in their payment A repo order was issued and the car was repossessed The customer called very apologetic and said they were planning on making a payment to us I told them that if they would make the payment then I would give them their car back and would not charge any extra for the repo The customer came in made the payment, was very apologetic and we gave them their car back I did let them know very clearly that their payments with us have been late and sporadic and the next time we would not give them the car back without extra charges I told the said customer during this time that they language/profanity they had used with us was completely unacceptable The customer agreed and acknowledged their behavior was not "Christlike" Not one time during this exchange was anything said about repairs, hood coming open, state inspection, or any other topic above discussed Our position stays the same as it has been We are willing to do the repairs in our shop and charge the customer only $ The vehicle is very clearly out of warranty and in this situation it is clear that the customer does not want to be responsible to pay anything We have obeyed every law and have records on file for review to validate each item We do expect the customer to uphold the contract and make payments on the vehicle also Thank you, Kevin D [redacted] Owner

In regards to the above complaint I will respond In essence, the customer has a valid complaint My dealership did indeed sell a vehicle that had not passed the emission stage Please allow me to explain When work is done on cars (and we try hard to do a lot of work on cars before they are sold in order to make sure they are mechanically sound) the computers need to reset and mesh together if you will This is done by driving the vehicle....usually the process takes about miles to reset After the computers reset then emissions will be able to be passed In the situation above this is the case We needed the vehicle to be driven and get it to reset It looks as if the customer has done their part (realizing that this is not their responsibility, it is ours) and then some in order to get the vehicle to reset As customer stated above we even paid another shop to do emissions as we couldn't service them one day I understand why the customer is upset...they have been inconvenienced unnecessarily because this emissions should of been done before the car was sold, and that is unsettling to me However, I hope they are just upset as they have been inconvenienced and truly don't feel like my business is unethical in any way I do understand that my dealership should of done emissions before the car was sold, this is a mistake we made I am more than happy to sit down with them and try to solve this problem I was not here when they showed up yesterday and my understanding was we were very very busy at the time I have left a message on the the customers voice message and asked them to contact me I will be happy to compensate customers for their time and inconveniences I am very proud of my rating with the Revdex.com and always strive to take care of my customers I feel like if we are able to converse we can solve this problem very easily The vehicle should of passed emissions by now and I need to see why it has not reset As mentioned above, I will be happy to adequately compensate customers or do whatever measure needed to ensure their satisfaction All of my our customers at Express Auto are important and I am sorry when breakdowns occur I would ask for customers to please contact me at their convenience and I will do what I need to do to make sure they are taken care of Best regards,Kevin D**Owner

This letter is in response to a complaint filed by *** *** I am sorry Ms *** had a bad experience with my company I highly value my A+ rating with the Revdex.com and strive to have world class customer service I have spoke to my office manager Gracie about this incident
There are a few important details that Gracie made me aware of* *** does not have an account or a loan with Express Auto The law is very clear on privacy issues We are not allowed to give out any of the information she was requesting as she is not on the account We have clients come in and request documents for other people regularly Our company policy is we will not give out personal information to persons if they are not on the account This is for the protection of our clients In this case it appears the information being requested was for *** *** Mr*** is the only person on the account in question I would be happy to personally discuss his account with him if he desires I will review customer service skills with my entire office staff We want to treat each customer with courtesy and respect I apologize to Ms*** if she was treated disrespectful as that is completely unacceptable Thank you for bringing this matter to my attention as I will use it as a learning/training tool.Sincerely,Kevin D**OwnerExpress Auto

The facts remain the facts The vehicle is not under warranty and any repairs will need to be paid for by the customers If they want to call the police or anyone else they are perfectly entitled to do so This will not change that the vehicle is over months out of warranty As mentioned before, we have all documents on file that were signed by the customer in December when the vehicle was purchased This will be my last response in regard to the Revdex.com as I don't feel like progress is being made writing back and forth.

To Whom it May Concern:In regards to the above stated claim I would like to issue the complaint above We are talking about a Mitsubishi Montero The car was purchased on 12/2/ The vehicle was sold with a month or 3,mile powertrain warranty The vehicle went
thru a Utah State Inspection and Emissions and passed both items before it was sold On 5/12/which was over months after purchase the customers brought the vehicle into our shop and wanted a squeaking noise fixed and the air conditioner/heater fixed The customers were told at this time that the car was out of warranty by several months and these were items that were not covered by their powertrain warranty (if in fact it had been still under warranty) The cost to repair these items came to a total of $ The customers were told we value them as customers and although their vehicle did not have warranty on it we would try to help them out and pay for $of the $which in turn would make them responsible for the remaining $ The above customer used very foul language with us and roared out of our parking lot A short time after leaving we received a phone call from customer saying the hood had come open The customer explained that there was not any damage but wanted an apology My service manager talked to the technician who had worked on this car and in this instance there was actually two separate technicians working on the car Both technicians verified that the hood had been shut properly We are confident the hood was shut properly The customer also told us we were breaking the law because we had not done a State Inspection on the vehicle and did not say very nice things about us We let them know that we do indeed know the law and we do State Inspection on all of our vehicles.In addition to these issues the customers were behind on their car payments In the next days we were in contact with customers several times trying to collect on the car payment Promises were made and broken by customer to bring in their payment A repo order was issued and the car was repossessed The customer called very apologetic and said they were planning on making a payment to us I told them that if they would make the payment then I would give them their car back and would not charge any extra for the repo The customer came in made the payment, was very apologetic and we gave them their car back I did let them know very clearly that their payments with us have been late and sporadic and the next time we would not give them the car back without extra charges I told the said customer during this time that they language/profanity they had used with us was completely unacceptable The customer agreed and acknowledged their behavior was not "Christlike" Not one time during this exchange was anything said about repairs, hood coming open, state inspection, or any other topic above discussed Our position stays the same as it has been We are willing to do the repairs in our shop and charge the customer only $ The vehicle is very clearly out of warranty and in this situation it is clear that the customer does not want to be responsible to pay anything We have obeyed every law and have records on file for review to validate each item We do expect the customer to uphold the contract and make payments on the vehicle also Thank you, Kevin D** Owner

Complaint: ***
I am rejecting this response because:Clearly by the admission of the owner's response points to prove in fact that he is able to make a mistake regarding the situation if you look at the time line
Furthermore upon making a payment and discussing this situation where I had requested the vehicle facts the service manager he chose to use as his word being fact was being sent home his refusal to submit to your analysis as being witnessed by several people including my year old daughter who happens to be the cousin of the service manager and will witness to the facts I have just stated if the manager chooses to use the word of the service manager who manages his technicians does begs the question that the Judgment of the owner is not thus creating a dangerous environment for his customers by having a service manager who walked out and left the shop because he refused to do and submit an urinalysisIf this issue is not remedied or a promise to remedy in writing by p.m today a report will be filed with the DMV enforcement branch with the police report as well as a witness testimony regarding this entire situation Sincerely *** ***

In regards to the above complaint I will respond In essence, the customer has a valid complaint My dealership did indeed sell a vehicle that had not passed the emission stage Please allow me to explain When work is done on cars (and we try hard to do a lot of work on cars
before they are sold in order to make sure they are mechanically sound) the computers need to reset and mesh together if you will This is done by driving the vehicle....usually the process takes about miles to reset After the computers reset then emissions will be able to be passed In the situation above this is the case We needed the vehicle to be driven and get it to reset It looks as if the customer has done their part (realizing that this is not their responsibility, it is ours) and then some in order to get the vehicle to reset As customer stated above we even paid another shop to do emissions as we couldn't service them one day I understand why the customer is upset...they have been inconvenienced unnecessarily because this emissions should of been done before the car was sold, and that is unsettling to me However, I hope they are just upset as they have been inconvenienced and truly don't feel like my business is unethical in any way I do understand that my dealership should of done emissions before the car was sold, this is a mistake we made I am more than happy to sit down with them and try to solve this problem I was not here when they showed up yesterday and my understanding was we were very very busy at the time I have left a message on the the customers voice message and asked them to contact me I will be happy to compensate customers for their time and inconveniences I am very proud of my rating with the Revdex.com and always strive to take care of my customers I feel like if we are able to converse we can solve this problem very easily The vehicle should of passed emissions by now and I need to see why it has not reset As mentioned above, I will be happy to adequately compensate customers or do whatever measure needed to ensure their satisfaction All of my our customers at Express Auto are important and I am sorry when breakdowns occur I would ask for customers to please contact me at their convenience and I will do what I need to do to make sure they are taken care of Best regards,Kevin D**Owner

To Whom it may concern:This letter is being written in response to a complaint issued by a Mr*** ***.? We are very proud of our A+ rating with the Revdex.com and will try hard to establish the facts from the fiction in the complaint? Please let it be known we have all documents on file if
needed to illustrate said points? Customer says he purchased a car from Express AutoThe fact is that we do not have record of ever having sold said customer a car? We have no record of said customer ever purchasing anything from our store? We feel it would be safe to assume customer meant that Express Auto did a Lease to Own contract on 3/5/for a Chevrolet cobalt with said customers wife? ? Complaint states that basically the transmission was having problemsThis looks like it may very well of been the case? We have talked to shop manager and mechanic that looked at the car when it was brought in? Shop manager explained that the car was intermittently not functioning correctly? The customer was asked if it would be possible to set up an appointment and have him drop off the car so they could diagnosis it properly and order parts if necessary? Shop manager did in fact tell the customer we could rent him a car if needed while his car was in the shop as our insurance does not allow us to "loan" cars out? We usually rent cars to our customers for the small sum of $10/day? Manager states that customer would call back to schedule an appointment at their convenience? A call was never received, so it was assumed all was well with the customer.When the Lease to Own contract was done on this vehicle? The paperwork did in fact come with a warranty? The warranty was good for months or 3,miles? It did cover power train items which did cover the transmission? The warranty came with a $deductible? The complaints being issued on the car are now being addressed close to months after the contract was signed? We did agree to fix the transmission several months ago but did not hear back from the customer? The truth is if the customer would of called or come in to let us know the transmission was acting up recently we would of gladly taken care of it...even though the warranty has long expired? We are proud of our A+ rating with the Revdex.com and always try to take care of our customers.We feel that in this situation this is merely an excuse for the customer to default on payments? Our Office Manager has called customer and done several home visits trying to get them to pay the payment to avoid repossession? She has not heard one time that the car is having mechanical issues? The car has already been repossessed? We are not sure on the exact timing of which happened first, the repossession or the complaint to the Revdex.com? The timing was very close on both items happening? Our repossession order was sent out last week.As the car has been repossessed and is in our possession? We have taken the liberty to look at the transmission and can find no problems with it? ? ? Complaint states that our Office Manager is rude and does not have customer skillsWe have reviewed the notes on the account and have over date stamped (cannot be altered) notes trying to collect a payment and bring the account current? This does not include the home visits to the residence? There has not been one mention of any mechanical issues with the car? ? It is probably safe to assume the customer did not like all the phone calls trying to collect for non payment.? As we have tried to establish the facts? We are not sure at this point how any issue could be resolved with the customer? The car is absolutely filthy and trashed and obviously has been seriously neglected? Customer is way past due on several payments? Customer owes for repossession fee, reconditioning fee (car was a lease, not a purchase), disposition fee, and all money that is considered past due? At this time, we will not restart the Lease with the customer and will probably have to take the issue to court.Thank you for your time,Kevin D**OwnerExpress Auto

This letter is in response to a complaint filed by *** ***? I am sorry Ms *** had a bad experience with my company? I highly value my A+ rating with the Revdex.com and strive to have world class customer service? I have spoke to my office manager Gracie about this incident
? There are a few important details that Gracie made me aware of* *** does not have an account or a loan with Express Auto? The law is very clear on privacy issues? We are not allowed to give out any of the information she was requesting as she is not on the account? We have clients come in and request documents for other people regularly? Our company policy is we will not give out personal information to persons if they are not on the account? This is for the protection of our clients? In this case it appears the information being requested was for *** ***? Mr*** is the only person on the account in question? I would be happy to personally discuss his account with him if he desires? I will review customer service skills with my entire office staff? We want to treat each customer with courtesy and respect? I apologize to Ms*** if she was treated disrespectful as that is completely unacceptable? Thank you for bringing this matter to my attention as I will use it as a learning/training tool.Sincerely,Kevin D**OwnerExpress Auto

Complaint: [redacted]
I am rejecting this response because:Clearly by the admission of the owner's response points to prove in fact that he is able to make a mistake regarding the situation if you look at the time line .
 Furthermore upon making a payment and discussing this situation where I had requested the vehicle facts the service manager he chose to use as his word being fact  was being sent home 4 his refusal to submit to your analysis as being witnessed by several people including my 29 year old daughter who happens to be the cousin of the service manager and will witness to the facts I have just stated if the manager chooses to use the word of the service manager who manages his technicians  does begs the question that the Judgment of the owner is not thus creating a dangerous environment for his customers by having a service manager who walked out and left the shop  because he refused  to do  and submit an urinalysis. If this issue is not remedied or  a  promise to remedy  in writing  by 3 p.m today .  a report will be filed  with  the DMV enforcement branch with the police report  as well as a witness testimony  regarding this entire situation .  Sincerely [redacted]  [redacted]

In regards to the above complaint I will respond.  In essence, the customer has a valid complaint.  My dealership did indeed sell a vehicle that had not passed the emission stage.  Please allow me to explain.  When work is done on cars (and we try hard to do a lot of work on cars...

before they are sold in order to make sure they are mechanically sound) the computers need to reset and mesh together if you will.  This is done by driving the vehicle....usually the process takes about 50 miles to reset.  After the computers reset then emissions will be able to be passed.  In the situation above this is the case.  We needed the vehicle to be driven and get it to reset.  It looks as if the customer has done their part (realizing that this is not their responsibility, it is ours) and then some in order to get the vehicle to reset.  As customer stated above we even paid another shop to do emissions as we couldn't service them one day.  I understand why the customer is upset...they have been inconvenienced unnecessarily because this emissions should of been done before the car was sold, and that is unsettling to me.  However, I hope they are just upset as they have been inconvenienced and truly don't feel like my business is unethical in any way.  I do understand that my dealership should of done emissions before the car was sold, this is a mistake we made.  I am more than happy to sit down with them and try to solve this problem.  I was not here when they showed up yesterday and my understanding was we were very very busy at the time.  I have left a message on the the customers voice message and asked them to contact me.  I will be happy to compensate customers for their time and inconveniences.  I am very proud of my rating with the Revdex.com and always strive to take care of my customers.  I feel like if we are able to converse we can solve this problem very easily.  The vehicle should of passed emissions by now and I need to see why it has not reset.  As mentioned above, I will be happy to adequately compensate customers or do whatever measure needed to ensure their satisfaction.  All of my our customers at Express Auto are important and I am sorry when breakdowns occur.  I would ask for customers to please contact me at their convenience and I will do what I need to do to make sure they are taken care of.  Best regards,Kevin D**Owner

To Whom it may concern:This letter is being written in response to a complaint issued by a Mr. [redacted]. We are very proud of our A+ rating with the Revdex.com and will try hard to establish the facts from the fiction in the complaint.  Please let it be known we have all documents on file if...

needed to illustrate said points.1.  Customer says he purchased a car from Express Auto. The fact is that we do not have record of ever having sold said customer a car.  We have no record of said customer ever purchasing anything from our store.  We feel it would be safe to assume customer meant that Express Auto did a Lease to Own contract on 3/5/15 for a 2006 Chevrolet cobalt with said customers wife.  2.  Complaint states that basically the transmission was having problems. This looks like it may very well of been the case.  We have talked to shop manager and mechanic that looked at the car when it was brought in.  Shop manager explained that the car was intermittently not functioning correctly.  The customer was asked if it would be possible to set up an appointment and have him drop off the car so they could diagnosis it properly and order parts if necessary.  Shop manager did in fact tell the customer we could rent him a car if needed while his car was in the shop as our insurance does not allow us to "loan" cars out.  We usually rent cars to our customers for the small sum of $10/day.  Manager states that customer would call back to schedule an appointment at their convenience.  A call was never received, so it was assumed all was well with the customer.When the Lease to Own contract was done on this vehicle.  The paperwork did in fact come with a warranty.  The warranty was good for 3 months or 3,000 miles.  It did cover power train items which did cover the transmission.  The warranty came with a $200 deductible.  The complaints being issued on the car are now being addressed close to 6 months after the contract was signed.  We did agree to fix the transmission several months ago but did not hear back from the customer.  The truth is if the customer would of called or come in to let us know the transmission was acting up recently we would of gladly taken care of it...even though the warranty has long expired.  We are proud of our A+ rating with the Revdex.com and always try to take care of our customers.We feel that in this situation this is merely an excuse for the customer to default on payments.  Our Office Manager has called customer and done several home visits trying to get them to pay the payment to avoid repossession.   She has not heard one time that the car is having mechanical issues.  The car has already been repossessed.  We are not sure on the exact timing of which happened first, the repossession or the complaint to the Revdex.com.  The timing was very close on both items happening.  Our repossession order was sent out last week.As the car has been repossessed and is in our possession.  We have taken the liberty to look at the transmission and can find no problems with it?  3.  Complaint states that our Office Manager is rude and does not have customer skills. We have reviewed the notes on the account and have over 30 date stamped (cannot be altered) notes trying to collect a payment and bring the account current.  This does not include the home visits to the residence.  There has not been one mention of any mechanical issues with the car?  It is probably safe to assume the customer did not like all the phone calls trying to collect for non payment. As we have tried to establish the facts.  We are not sure at this point how any issue could be resolved with the customer.  The car is absolutely filthy and trashed and obviously has been seriously neglected.  Customer is way past due on several payments.  Customer owes for repossession fee, reconditioning fee (car was a lease, not a purchase), disposition fee, and all money that is considered past due.   At this time, we will not restart the Lease with the customer and will probably have to take the issue to court.Thank you for your time,Kevin D**OwnerExpress Auto

To Whom it May Concern:In regards to the above stated claim I would like to issue the complaint above.  We are talking about a 2005 Mitsubishi Montero.  The car was purchased on 12/2/16.  The vehicle was sold with a 3 month or 3,000 mile powertrain warranty.  The vehicle went...

thru a Utah State Inspection and Emissions and passed both items before it was sold.  On 5/12/17 which was over 6 months after purchase the customers brought the vehicle into our shop and wanted a squeaking noise fixed and the air conditioner/heater fixed.  The customers were told at this time that the car was out of warranty by several months and these were items that were not covered by their powertrain warranty (if in fact it had been still under warranty).  The cost to repair these items came to a total of $1200.  The customers were told we value them as customers and although their vehicle did not have warranty on it we would try to help them out and pay for $300 of the $1200 which in turn would make them responsible for the remaining $900.  The above customer used very foul language with us and roared out of our parking lot.  A short time after leaving we received a phone call from customer saying the hood had come open.  The customer explained that there was not any damage but wanted an apology.  My service manager talked to the technician who had worked on this car and in this instance there was actually two separate technicians working on the car.  Both technicians verified that the hood had been shut properly.  We are confident the hood was shut properly.  The customer also told us we were breaking the law because we had not done a State Inspection on the vehicle and did not say very nice things about us.  We let them know that we do indeed know the law and we do State Inspection on all of our vehicles.In addition to these issues the customers were behind on their car payments.  In the next days we were in contact with customers several times trying to collect on the car payment.  Promises were made and broken by customer to bring in their payment.  A repo order was issued and the car was repossessed.  The customer called  very apologetic and said they were planning on  making a payment to us.  I told them that if they would make the payment then I would give them their car back and would not charge any extra for the repo.  The customer came in made the payment, was very apologetic and we gave them their car back.  I did let them know very clearly that their payments with us have been late and sporadic and the next time we would not give them the car back without extra charges.  I told the said customer during this time that they language/profanity they had used with us was completely unacceptable.  The customer agreed and acknowledged their behavior was not "Christlike".  Not one time during this exchange was anything said about repairs, hood coming open, state inspection, or any other topic above discussed.  Our position stays the same as it has been.  We are willing to do the repairs in our shop and charge the customer only $900.  The vehicle is very clearly out of warranty and in this situation it is clear that the customer does not want to be responsible to pay anything.  We have obeyed every law and have records on file for review to validate each item.  We do expect the customer to uphold the contract and make payments on the vehicle also.     Thank you,      Kevin D** Owner

The facts remain the facts.  The vehicle is not under warranty and any repairs will need to be paid for by the customers.  If they want to call the police or anyone else they are perfectly entitled to do so.  This will not change that the vehicle is over 3 months out of warranty.   As mentioned before, we have all documents on file that were signed by the customer in December when the vehicle was purchased.  This will be my last response in regard to the Revdex.com as I don't feel like progress is being made writing back and forth.