Family Trucks & Vans Inc.

I am declining this because incomplained to the finiance department ***It has been takin to another shop because I could not drive it down to them with a fuel leak.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

This is the first I have been made aware of the situationPlease, Mr*** call me and we will get the vehicle brought back in and made sure the repairs are correctWe are sorry that the shop we sent it to did not handle it correctly, but we will make sure it is right. I am glad that the
warranty work was done so we can hold the warranty company accountable as wellThey do reimburse you for a loaner vehicle so please contact them to get you a vehicle set up and we can get your vehicle in the shop Monday 1/15/for repairs. Any questions please contact me at Family Trucks and Vans ext.411. Thank you!Naiche "Nacho" S*** GMFamily Trucks and VansSBroadwayDenver, CO

Initial Business Response /* (1000, 6, 2015/11/03) */
Mr***,
This Mustang was not misrepresented with all the pictures we post online have obvious wear and tear on them*** does a great job of following up with his customers and keeping them informed on the status of the deal, in all
partsWe have record of you and him texting back and forth as well, so I know he has responded to youHe brought to my attention that you would like the seats repaired before purchase, and I have agreed to do so if you would like to buy the vehicleThere is no reason to complain to the Revdex.com when you could have come to me and discussed thisAs I was never made aware of your concerns by you, therefore I couldn't helpIf you would like to move forward in the purchase of this vehicle, it is available as I write thisThank you!
*** " *** *** General Manager
SBroadway
Denver, CO
Direct: 303-733-
Cell: XXX-XXX-XXXX
Fax: 303-777-
www.FamilyTrucksAndVans.com
Initial Consumer Rebuttal /* (2000, 8, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Customer agreed to after market stereo and never mentioned he wanted factory options like he mentions here in his complaintHe took it upon himself after the sale to take it to a *** dealer and change it out for a factory radio himself, after we had it fixedHe took a month to bring in the money
that he owed us from the deal and made things very difficultWe gave him the receipt to the radio we paid for and told him he could return it to the place himself, along with the radio we handed him back that he brought in to usBest regards, *** *** **
*** *** *** ***
***

The vehicle was towed back my expense once already and I have information from two shops that the work claiming to be already completed was not already done Dielectric grease was a hack solution for a temporary fix that didn't even last for the ride home Why would I tow it back again and spend more money for shaddy workI asked for reading on the injectors wich were not provided and I also requested my existing parts be saved so I could confirm the parts were in fact replaced That also was not done All I recieved confirmation of was an alignment Please refund me my money and we can part ways Attached are invoices of current issue on the truck

Complaint: ***
I am rejecting this response because:How will we ever know if the business did or did not have prior knowledge of problems? I would assume a reputable business knows if the product they're selling is damagedIf they are selling a bunch of broken vehicles "as is", I guess that's one way to do business. I was driving down the street when the battery died right next to a ***I had to go to that *** because I was at their front door and was not going to pay to have it towedThere was no offer to fix the alternatorThere was an offer to have an oil change which was in writing when we bought the vehicleI suppose days and miles is enough to burn out an alternatorOr maybe you sold us a truck with a dying battery and THAT was the reason the alternator had its problemsAgain, bad way to do business
Sincerely,
*** ***

The customer has been satisfied, and we fixed what was needed.Thank you!Naiche S*** G.M.Family Trucks and Vans

Initial Business Response /* (1000, 7, 2015/11/20) */
When the customer purchased the vehicle, everything was to his satisfactionWe provided the customer with a $Emissions Voucher, #XXXXXXX that gives him credit to run it for a "no cost" to him emission testThey are instructed that they have
business days to take it and pass emissions; if for some reason it does not pass to bring it back and we will make sure it doesRunning it a month later for emissions, is not our faultThe vehicle having repairs after a month of ownership, that was sold As-Is, is maintenance items that can come up on any vehicle, no matter what yearWe use only high grade synthetic oil and I have never heard of such a "code" as being the reason it has a misfire in cylinder #We are always open to helping our customersWe have had no contact with Mr***, to my knowledge, and if he were to come in, we could check the vehicle with our mechanics and see if we could save him on parts and laborSince he had work done, or repairs made somewhere else, we are not able to help on thatAny further questions, comments or concerns please let me know
Thanks!
*** *** General Manager
XXX-XXX-XXXX ext
***@FamilyTrucksAndVans.com

We have tried to contact customer on her cell phone numerous times, with no repsonse. We would like her to get us a couple of estimates from either a licensed dent removal company or body shop that she can send to us, and we would be happy to take care of this for her. She has spoken with our Owner as well, and we are waiting for her response. Thanks!.*** *** ***General Manager*** *** Family Trucks and Vans

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11032212, and find that this resolution is satisfactory to me
Sincerely,
*** ***

*** explained to me that customer was aware of the dent, and that the picture of the dent was on our website, and that is why the vehicle was at such a low price and was sold as-isThe vehicle was in detail, so I am sure it was cleanedI am not sure why the customer never reached out to
management, but this is new to me
Any questions or if pictures are needed to show that the dent was there, I would be happy to provide the Revdex.com with them, the customer has a copy as well
Thanks!
*** *** **
***

As soon as *** ***'s situation was brought to my attention by this complaint, I issued him a check for $ for the stereo credit he was promised *** picked his check up yesterday at our dealership I am sorry that this had to come to this but I am glad it has ended happily for
both of us I wish I would have been made aware of the situation sooner.*** *** ***

As the customer stated, he purchased the vehicle cash, and as-is. The vehicle was running great and her drove it for a month and a half and put almost miles on the truck before an alternator went outWe knew of no problems with the vehicle at time of purchaseHe took it upon himself to
repair it and they charged him a lot. We told him he should have come to us and we could have saved him a lot of money by doing it at our wholesale cost instead of paying retailWe offered again, for him to see us in the future for any repairs before he pays to much for something. We are not going to refund him for repairs. Thank you,Naiche S***, G.M.Family Trucks and Vans

Initial Business Response /* (1000, 6, 2015/09/10) */
As of the day of the sale, we were aware of the airbag light being onWe promised to fix the passenger window, detail the vehicle, and address the airbag lightWe were never told about any of the other issues, because we could have addressed
them as wellOur mechanics fixed the window regulator to make the window work, and we sent the vehicle out to a 3rd party repair shop to address the airbag lightWe have the repair order that we paid for the customer to have the airbag light fixed as of 4/30/15, and no codes were present after thatWe discuss warranty in detail, and the customers sign disclosures to accept or declineThe customer states they traded out of the vehicle, and sounds like the future discussion of this vehicle can no longer be had, nor can we assist them at saving them money on future repairs at our costOur staff handles everyone in a professional manner and these accusations are falseAny questions or further documentation I can provide, please don't hesitate to call me
*** *** General Manager
XXX-XXX-XXXX
***@FamilyTrucksAndVans.com
Initial Consumer Rebuttal /* (3000, 8, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with a manager who was a woman after filling this complaint and also looked at other reviews regarding this business and this is very common for this businessI do not see that it is okay for these men to get away with talking to and treating women this way and simply saying that these are "statements"Something needs to be done about this!

Initial Business Response /* (1000, 6, 2015/12/16) */
Mr*** has cancelled his warrantyFrom the information I have, the truck was taken to *** *** *** and they had submitted a warranty claim, then the warranty company had authorized a partial approval for work neededThe customers
were made aware in advance and before any work was performedThey have been informed that the warranty was cancelled and the check for that was sent to the lender *** *** Any further questions, contact me
Thanks!
*** *** ***
General Manager
*** ***

I am not aware of this vehicle having issues, nor a complaintI can speak with customer, but if repairs have been made by another mechanic shop, then there is nothing I can do now to helpI wish they would have talked to me about this

Bring your credit card in and we can refund the money to the card. Thanks!***

Our apologies, I was not aware you spoke with ***. Please send me the invoice for repairs completed and I will see what I can do to help out with it. Email or fax to me below.Thanks!***
*** *** **
***
*** ***

Customer bought the truck and also purchased the extended warranty. She brought the truck in and it was running great, with no indicator lights on. There were no codes at that time for any injectors or any issues, as the mechanics drove it and tested it to try and duplicate
the problem without success. Her mechanic would not get on the phone with our mechanic to discuss issues to try and help her out. The maintenance items can go out at any given time, and it is up to them to maintain the vehicle and if there is any future problems they are more than welcome to bring it in for an appointment to see if we can help, or if it applies to the warranty, then they can go through them. Best regards, *** *** ***.Family Trucks and Vans*** ***

As the customer stated, he purchased the vehicle cash, and as-is. The vehicle was running great and her drove it for a month and a half and put almost miles on the truck before an alternator went outWe knew of no problems with the vehicle at time of purchaseHe took it upon himself to repair it and they charged him a lot. We told him he should have come to us and we could have saved him a lot of money by doing it at our wholesale cost instead of paying retailWe offered again, for him to see us in the future for any repairs before he pays to much for something. We are not going to refund him for repairs. Thank you,Naiche S***, G.M.Family Trucks and Vans