Findlay Family Chiropractic Clinic

The Buyer's Guide that I have referred to in my previous response extends to much more than just fraudulent activity As was mentioned, it is a required document for all used vehicles sold in an establishment licensed to sell automobiles The purpose of this document is to inform customers of any warranty they may have on a used vehicle and avoids the complications of any spoken or implied warranties There are two major points of concern The first concern is if we do not follow the guidelines as written in the Buyer's Guide, then the overall fairness to other customers in the past and future will be broken if we do not adhere to this document In other words, if the vehicle does not come to us to be repaired, then it opens the opportunity for others who have been required to return the vehicle to us for potential litigation against Harrisonburg Auto Outlet Furthermore, all future customers who would possibly know about this situation (by reading these correspondences as the are available for the public) would likely not adhere to the policies set forth That is just not a can of worms we are willing to open.Secondly, by offering anything other than the warranty stated on the Buyer's Guide or accepting any other condition than what is stated in the document becomes an issue of Harrisonburg Auto Outlet implying there is additional warranty or conditions other than what is covered in the Buyer's Guide We are certainly not implying there is any additional warranty or able to change the terms that have been written in the document Again, we understand it is an inconvenience and we will do what we can to make your purchase a positive one At this point, we must reiterate and hold fast to our original solution in solving your issue We have no problem to look into the issues you have experienced and deem if the repairs can be performed under our warranty policy

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint.First, thank you to Harrisonburg Auto Outlet (HAO) for the quick and detailed response to my complaint I understand the business' concern and effort to prevent consumers taking advantage of them.That being said, I would be open to HAO selecting what local [redacted] auto service center they would feel comfortable with me taking the car to for warranty service This would remove any concern they have about the repairs being fictitious This should not cost them any amount different than they would have if I took the car to Harrisonburg and it would prevent me the inconvenience of going to Harrisonburg and waiting there until the repairs are complete.This would resolve this matter Regards, [redacted] ***

First of all let me say that I am sorry to hear you are having issues with your recently purchased vehicle.  We never like to hear that someone has an issue immediately after purchasing a vehicle from us.  We try our best to catch as many issues prior to offering a vehicle for sale....

 Unfortunately it is not always possible to catch everything when dealing with a mechanical/electrical object as sophisticated as today's automobile.  One would think that if the air conditioner is working one day that it should work the next day.  The same can be said for a diesel fuel error code or wheel bearings that should have been noticed during a test drive.  Nonetheless, we do offer a limited warranty on all of our vehicles to give piece of mind for our potential customers.In regards to our warranty, I find it very reasonable during a phone conversation that our salesperson would mention our 30 day warranty.  What is probably not reasonable in an initial phone conversation is that any salesperson would go over the entire details of that warranty.  There are just too many details discussed in an initial phone call such as vehicle condition, pricing, financing options, directions to the store, the list can go on.  When a customer arrives to look at a vehicle even more details are discussed, but at the time of delivery is when all compliance issues such as warranty, financing, purchasing details are thoroughly explained and the customer signs that they understand those details.  EVERY customer is explained our Buyer's Guide which is a federal document.  This document explains the warranty that comes with a vehicle, and I have attached it.  EVERY customer signs the Buyer's Guide stating they understand the conditions of that document and the warranty.  I remind you this is a federal document and is required for every purchase.As mentioned, the Buyer's Guide details the conditions of the warranty, but I will do my best to paraphrase our warranty for the sake of time.  The simple is that it is a limited warranty of 50% parts and labor on the engine, transmission, drive axles, and differential.  With regards to the engine, transmission, and differential it is noted that it is internally lubricated parts.  Again, I have attached the document and you can deem if this is small print.  Also included, are the conditions of the warranty.  Such conditions include the warranty does not extend to misuse, negligence, or accidents, and that all warranty repairs are to be performed by the selling dealer.  This also can be found on the attached document.  I would also like to point out this too is not in fine print, and there is never any intention to deceive any customer, and these details are disclosed to every customer for both your protection as well as ours.While on the subject of deception and to offer some brief history, we included the statement of "warranty repairs are to be performed by the selling dealer," many years ago to avoid potential deception on a consumer level.  Believe it or not, consumers are dishonest as well.  We once had a customer purchase a vehicle and claimed to have a problem, but he was willing to have the problem fixed on his own.  He asked that we repay him his expenses of $500.  When we pressed him for his receipts he countered at $200 and said he had no receipts because he did the work himself.  Whether or not he was trying to pull something, we quickly realized that we cannot be held responsible for refunding any money to a customer after the sale has taken place.  The reasons and excuses are way too numerous.  We certainly understand there are complications to purchasing a vehicle out of your local area.  There probably was a great reason why you drove over an hour to purchase a vehicle. It is probably that the deal was very good, and it made financial sense.  Why else would you drive over 2 hours for a large purchase such as a car?  Unfortunately, as you mention there is a slight drawback.  You must return the car back to us to have any potential warranty issues repaired.  There are several options available, and most of them probably are not what you want to hear, but they are indeed options.  1.  If you would like us to address these issues, return the car to us as was mentioned a couple of times in email to you, and potentially spend the day in Harrisonburg.  2.  Bring the car to us in the evening and get someone to give you a ride back or rent a car back to [redacted], while the issues are addressed.  You can return for your vehicle when it is ready.  3.  You may have the issues addressed on your own, and assume all responsibility.  Please understand that businesses have policies in place for a reason, and this policy is one that we do not budge.  Unfortunately, we realize that we will not meet your expectations as you have now resorted to filing a complaint with the Revdex.com.  We are more than happy to assist you in any way that we can, as was suggested early on in the emails you sent to [redacted] and he subsequently responded to you.  He has shared those with me, and I feel that he has done a great job explaining your options.  In no way do I feel there has been any deception on his part, and his actions are congruent as to the policies we have sent forth as well as to the Buyer's Guide document you have signed.  Please let me know if you would still like our help.

The Buyer's Guide that I have referred to in my previous response extends to much more than just fraudulent activity.  As was mentioned, it is a required document for all used vehicles sold in an establishment licensed to sell automobiles.  The purpose of this document is to inform customers of any warranty they may have on a used vehicle and avoids the complications of any spoken or implied warranties.  There are two major points of concern.  The first concern is if we do not follow the guidelines as written in the Buyer's Guide, then the overall fairness to other customers in the past and future will be broken if we do not adhere to this document.  In other words, if the vehicle does not come to us to be repaired, then it opens the opportunity for others who have been required to return the vehicle to us for potential litigation against Harrisonburg Auto Outlet.  Furthermore, all future customers who would possibly know about this situation (by reading these correspondences as the are available for the public) would likely not adhere to the policies set forth.  That is just not a can of worms we are willing to open.Secondly, by offering anything other than the warranty stated on the Buyer's Guide or accepting any other condition than what is stated in the document becomes an issue of Harrisonburg Auto Outlet implying there is additional warranty or conditions other than what is covered in the Buyer's Guide.  We are certainly not implying there is any additional warranty or able to change the terms that have been written in the document.  Again, we understand it is an inconvenience and we will do what we can to make your purchase a positive one.  At this point, we must reiterate and hold fast to our original solution in solving your issue.  We have no problem to look into the issues you have experienced and deem if the repairs can be performed under our warranty policy.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.First, thank you to Harrisonburg Auto Outlet (HAO) for the quick and detailed response to my complaint.  I understand the business' concern and effort to prevent consumers taking advantage of them.That being said, I would be open to HAO selecting what local [redacted] auto service center they would feel comfortable with me taking the car to for warranty service.  This would remove any concern they have about the repairs being fictitious.  This should not cost them any amount different than they would have if I took the car to Harrisonburg and it would prevent me the inconvenience of going to Harrisonburg and waiting there until the repairs are complete.This would resolve this matter.
Regards,
[redacted]