Initial Business Response / [redacted] (1000, 9, 2015/07/13) */ We visited with the customer the day after the complaint was filedAlthough we were unable to reproduce the issue, we performed a complimentary transmission flush and agreed to extend the warranty on the transmission Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Poor response, reallyI did meet with the organization and after total refusal for my request, I had no option but to leave after managing to get a transmission flush (which has not fixed the core issue)I wanted to return the car and get mine back, but the org states they would have to approve me for financing to get my vehicle back at a rate they could not promiseI then tried getting a cash refund for the dollar value trade difference on the vehicle, walking out the door without either car, but the org was unable to do so eitherWas stuck with car as is, and although the warranty was extended, it likely does not matter as they were unwilling to fix my initial issueI don't see how an additional months of 'warranty coverage' will solve anything if they are not willing to perform the serviceFinally, they claim to not be able to reproduce the issueIt's a known issue that happens periodically with a TSB issues by Acura urging dealerships to fix as goodwillI feel like my word should be enough to perform the fix due to the nature of the inconsistent issueTotal roadblock, but no other options Final Business Response / [redacted] (1000, 15, 2015/07/27) */ Customer has been difficult for us since day oneRude and argumentitive with all interactions and making unreasonable demands even before purchaseThis was a down-trade situationHe used the equity in his newer, more expensive trade to purchase this car with cashWe offered him his old car back but he wasn't happy when he learned he needed to secure a loan for the differenceWe've made every effort to find a problem with this car and everytime we find nothingWe've even offered to pay for repairs at another Acura dealer if they can reprodcue this issueAny suggestions on how to resolve this? Thanks Final Consumer Response / [redacted] (3000, 17, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would generally consider that response as immatureUsing my attitude towards the poor service I received as a defense is both irrelevant to the facts and not a step forward to right the situationReading your response, it's kind of a tell-all of your awareness about the issue if your only strategy is to take personal jabsTalk about being unprofessional and no interest to uphold your reputation the community I regards to "giving my old car back," this dealership could not guarantee the 0.9% APR I originally had with my original vehicleOf course I am not interested to move fourth, why would I pay a substantial amount of extra cash to "undo a deal" I feel wronged on? Sounds like a potential bad move for me - so yes, feel free to bring it up, but it should be obvious I am not interested in that deal, and using that to reinforce your goodwill and my disinterest to remedy the situation is silly I am unaware of any unreasonable demands I have madeI wish to have my car operating correctly - which involves servicePerhaps this could be considered "unreasonable" because the service is nor simple or inexpensive - two things of which should not be my problemIf the service took min and 5$ in parts, I'd be willing to bet my livelihood it would not have come to this Sure, we can resolve this fixing my transmission which is still broken and grinding dailyThis notion of you not being able to reproduce it within a very constricted, biased, and controlled environment is unfairThis known and documented issue occurs randomly - but still, does occurJust because you claim to be unable to reproduce it in a couple of attempts should not be grounds for nullifying the complaintThis was a goodwill service issued by Acura, so I would expect to receive this service as well - especially from such a proclaimed highly ranked in customer satisfaction dealership But, at the end of the day, if you "cant reproduce the issue" it must not existThis is skewed in your favor and given your responses, I suspect you are just saying that to not perform the serviceMaybe that is why were are arguing on the Revdex.com, which you also use to demonstrate your reputation, having a "A+ reputation with the Revdex.com" must mean I trust and believe your findings, and to challenge that would be "unreasonable." It is pretty embarrassing for you to just pick on and bully your customers as such No - I do not accept your poor response
[redacted] came to our dealership through a lead he sent through [redacted] *** My salesperson, [redacted] , worked with [redacted] via email and arranged to show him the [redacted] he requested and possible delivery of the carIt was when [redacted] started the paperwork process on the [redacted] that he discovered the sales price was off by $ This was a mistake through the [redacted] program When we caught the mistake, [redacted] as well as myself, apologized for the error and I offered what I could to get closer to the price [redacted] had offered I also told him I would be happy to hold the car without any deposit so we could both contact [redacted] *** He agreed to this but also insisted that we had to sell him the car at the price he was given because he had shook the salesperson hand when he came into the dealership which according to him, made the deal a legal and binding contract He also threatened to use his brother, an attorney, to sue us Please keep in mind that [redacted] has a disclaimer in regards to errors in pricing [redacted] continued to insist that we had to sell him the car at that price He left the store that day and after that , he emailed me his thoughts about us as a store and me personally I am happy to provide his emailsI assume he didn't get the answer he was hoping for from [redacted] because he wrote me a very threatening email as to which I replied accordingly Again, please realize that through the [redacted] program, the profit margin is very, very low, so we just don't have the ability to lose that amount of money when [redacted] makes a mistake Hence, the disclaimer from [redacted] ***I have been here for years and as you know, we have had very few complaints from the Revdex.com We continue to receive very high ratings through [redacted] and [redacted] and social media, as well as winning for the 14th straight year, the coveted, " [redacted] ", car dealership of the year awardPlease feel free to contact me at anytime in regards to this matter [redacted] promised to go to social media and blast me and the dealership and he has continued to do this including using my nameIn a phone conversation, he continued to use the threat of legal action unless we presented him the car at the price he had
Initial Business Response /* (1000, 9, 2015/07/13) */
We visited with the customer the day after the complaint was filed. Although we were unable to reproduce the issue, we performed a complimentary transmission flush and agreed to extend the warranty on the transmission.
Initial Consumer...
Rebuttal /* (3000, 11, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Poor response, really. I did meet with the organization and after total refusal for my request, I had no option but to leave after managing to get a transmission flush (which has not fixed the core issue). I wanted to return the car and get mine back, but the org states they would have to approve me for financing to get my vehicle back at a rate they could not promise. I then tried getting a cash refund for the dollar value trade difference on the vehicle, walking out the door without either car, but the org was unable to do so either. Was stuck with car as is, and although the warranty was extended, it likely does not matter as they were unwilling to fix my initial issue. I don't see how an additional 3 months of 'warranty coverage' will solve anything if they are not willing to perform the service. Finally, they claim to not be able to reproduce the issue. It's a known issue that happens periodically with a TSB issues by Acura urging dealerships to fix as goodwill. I feel like my word should be enough to perform the fix due to the nature of the inconsistent issue. Total roadblock, but no other options.
Final Business Response /* (1000, 15, 2015/07/27) */
Customer has been difficult for us since day one. Rude and argumentitive with all interactions and making unreasonable demands even before purchase. This was a down-trade situation. He used the equity in his newer, more expensive trade to purchase this car with cash. We offered him his old car back but he wasn't happy when he learned he needed to secure a loan for the difference. We've made every effort to find a problem with this car and everytime we find nothing. We've even offered to pay for repairs at another Acura dealer if they can reprodcue this issue. Any suggestions on how to resolve this? Thanks.
Final Consumer Response /* (3000, 17, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would generally consider that response as immature. Using my attitude towards the poor service I received as a defense is both irrelevant to the facts and not a step forward to right the situation. Reading your response, it's kind of a tell-all of your awareness about the issue if your only strategy is to take personal jabs. Talk about being unprofessional and no interest to uphold your reputation the community.
I regards to "giving my old car back," this dealership could not guarantee the 0.9% APR I originally had with my original vehicle. Of course I am not interested to move fourth, why would I pay a substantial amount of extra cash to "undo a deal" I feel wronged on? Sounds like a potential bad move for me - so yes, feel free to bring it up, but it should be obvious I am not interested in that deal, and using that to reinforce your goodwill and my disinterest to remedy the situation is silly.
I am unaware of any unreasonable demands I have made. I wish to have my car operating correctly - which involves service. Perhaps this could be considered "unreasonable" because the service is nor simple or inexpensive - two things of which should not be my problem. If the service took 30 min and 5$ in parts, I'd be willing to bet my livelihood it would not have come to this.
Sure, we can resolve this fixing my transmission which is still broken and grinding daily. This notion of you not being able to reproduce it within a very constricted, biased, and controlled environment is unfair. This known and documented issue occurs randomly - but still, does occur. Just because you claim to be unable to reproduce it in a couple of attempts should not be grounds for nullifying the complaint. This was a goodwill service issued by Acura, so I would expect to receive this service as well - especially from such a proclaimed highly ranked in customer satisfaction dealership.
But, at the end of the day, if you "cant reproduce the issue" it must not exist. This is skewed in your favor and given your responses, I suspect you are just saying that to not perform the service. Maybe that is why were are arguing on the Revdex.com, which you also use to demonstrate your reputation, having a "A+ reputation with the Revdex.com" must mean I trust and believe your findings, and to challenge that would be "unreasonable."
It is pretty embarrassing for you to just pick on and bully your customers as such.
No - I do not accept your poor response.
[redacted] came to our dealership through a lead he sent through [redacted]. My salesperson, [redacted], worked with [redacted] via email and arranged to show him the [redacted] he requested and possible delivery of the car. It was when [redacted] started the paperwork process on the [redacted] that he...
discovered the sales price was off by $800. This was a mistake through the [redacted] program. When we caught the mistake, [redacted] as well as myself, apologized for the error and I offered what I could to get closer to the price [redacted] had offered. I also told him I would be happy to hold the car without any deposit so we could both contact [redacted]. He agreed to this but also insisted that we had to sell him the car at the price he was given because he had shook the salesperson hand when he came into the dealership which according to him, made the deal a legal and binding contract. He also threatened to use his brother, an attorney, to sue us. Please keep in mind that [redacted] has a disclaimer in regards to errors in pricing. [redacted] continued to insist that we had to sell him the car at that price. He left the store that day and after that , he emailed me his thoughts about us as a store and me personally. I am happy to provide his emails. I assume he didn't get the answer he was hoping for from [redacted] because he wrote me a very threatening email as to which I replied accordingly. Again, please realize that through the [redacted] program, the profit margin is very, very low, so we just don't have the ability to lose that amount of money when [redacted] makes a mistake. Hence, the disclaimer from [redacted]. I have been here for 27 years and as you know, we have had very few complaints from the Revdex.com. We continue to receive very high ratings through [redacted] and [redacted] and social media, as well as winning for the 14th straight year, the coveted, "[redacted]", car dealership of the year award. Please feel free to contact me at anytime in regards to this matter. [redacted] promised to go to social media and blast me and the dealership and he has continued to do this including using my name. In a phone conversation, he continued to use the threat of legal action unless we presented him the car at the price he had.
Initial Business Response / [redacted] (1000, 9, 2015/07/13) */ We visited with the customer the day after the complaint was filedAlthough we were unable to reproduce the issue, we performed a complimentary transmission flush and agreed to extend the warranty on the transmission Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Poor response, reallyI did meet with the organization and after total refusal for my request, I had no option but to leave after managing to get a transmission flush (which has not fixed the core issue)I wanted to return the car and get mine back, but the org states they would have to approve me for financing to get my vehicle back at a rate they could not promiseI then tried getting a cash refund for the dollar value trade difference on the vehicle, walking out the door without either car, but the org was unable to do so eitherWas stuck with car as is, and although the warranty was extended, it likely does not matter as they were unwilling to fix my initial issueI don't see how an additional months of 'warranty coverage' will solve anything if they are not willing to perform the serviceFinally, they claim to not be able to reproduce the issueIt's a known issue that happens periodically with a TSB issues by Acura urging dealerships to fix as goodwillI feel like my word should be enough to perform the fix due to the nature of the inconsistent issueTotal roadblock, but no other options Final Business Response / [redacted] (1000, 15, 2015/07/27) */ Customer has been difficult for us since day oneRude and argumentitive with all interactions and making unreasonable demands even before purchaseThis was a down-trade situationHe used the equity in his newer, more expensive trade to purchase this car with cashWe offered him his old car back but he wasn't happy when he learned he needed to secure a loan for the differenceWe've made every effort to find a problem with this car and everytime we find nothingWe've even offered to pay for repairs at another Acura dealer if they can reprodcue this issueAny suggestions on how to resolve this? Thanks Final Consumer Response / [redacted] (3000, 17, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would generally consider that response as immatureUsing my attitude towards the poor service I received as a defense is both irrelevant to the facts and not a step forward to right the situationReading your response, it's kind of a tell-all of your awareness about the issue if your only strategy is to take personal jabsTalk about being unprofessional and no interest to uphold your reputation the community I regards to "giving my old car back," this dealership could not guarantee the 0.9% APR I originally had with my original vehicleOf course I am not interested to move fourth, why would I pay a substantial amount of extra cash to "undo a deal" I feel wronged on? Sounds like a potential bad move for me - so yes, feel free to bring it up, but it should be obvious I am not interested in that deal, and using that to reinforce your goodwill and my disinterest to remedy the situation is silly I am unaware of any unreasonable demands I have madeI wish to have my car operating correctly - which involves servicePerhaps this could be considered "unreasonable" because the service is nor simple or inexpensive - two things of which should not be my problemIf the service took min and 5$ in parts, I'd be willing to bet my livelihood it would not have come to this Sure, we can resolve this fixing my transmission which is still broken and grinding dailyThis notion of you not being able to reproduce it within a very constricted, biased, and controlled environment is unfairThis known and documented issue occurs randomly - but still, does occurJust because you claim to be unable to reproduce it in a couple of attempts should not be grounds for nullifying the complaintThis was a goodwill service issued by Acura, so I would expect to receive this service as well - especially from such a proclaimed highly ranked in customer satisfaction dealership But, at the end of the day, if you "cant reproduce the issue" it must not existThis is skewed in your favor and given your responses, I suspect you are just saying that to not perform the serviceMaybe that is why were are arguing on the Revdex.com, which you also use to demonstrate your reputation, having a "A+ reputation with the Revdex.com" must mean I trust and believe your findings, and to challenge that would be "unreasonable." It is pretty embarrassing for you to just pick on and bully your customers as such No - I do not accept your poor response
[redacted] came to our dealership through a lead he sent through [redacted] *** My salesperson, [redacted] , worked with [redacted] via email and arranged to show him the [redacted] he requested and possible delivery of the carIt was when [redacted] started the paperwork process on the [redacted] that he discovered the sales price was off by $ This was a mistake through the [redacted] program When we caught the mistake, [redacted] as well as myself, apologized for the error and I offered what I could to get closer to the price [redacted] had offered I also told him I would be happy to hold the car without any deposit so we could both contact [redacted] *** He agreed to this but also insisted that we had to sell him the car at the price he was given because he had shook the salesperson hand when he came into the dealership which according to him, made the deal a legal and binding contract He also threatened to use his brother, an attorney, to sue us Please keep in mind that [redacted] has a disclaimer in regards to errors in pricing [redacted] continued to insist that we had to sell him the car at that price He left the store that day and after that , he emailed me his thoughts about us as a store and me personally I am happy to provide his emailsI assume he didn't get the answer he was hoping for from [redacted] because he wrote me a very threatening email as to which I replied accordingly Again, please realize that through the [redacted] program, the profit margin is very, very low, so we just don't have the ability to lose that amount of money when [redacted] makes a mistake Hence, the disclaimer from [redacted] ***I have been here for years and as you know, we have had very few complaints from the Revdex.com We continue to receive very high ratings through [redacted] and [redacted] and social media, as well as winning for the 14th straight year, the coveted, " [redacted] ", car dealership of the year awardPlease feel free to contact me at anytime in regards to this matter [redacted] promised to go to social media and blast me and the dealership and he has continued to do this including using my nameIn a phone conversation, he continued to use the threat of legal action unless we presented him the car at the price he had
Initial Business Response /* (1000, 9, 2015/07/13) */
We visited with the customer the day after the complaint was filed. Although we were unable to reproduce the issue, we performed a complimentary transmission flush and agreed to extend the warranty on the transmission.
Initial Consumer...
Rebuttal /* (3000, 11, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Poor response, really. I did meet with the organization and after total refusal for my request, I had no option but to leave after managing to get a transmission flush (which has not fixed the core issue). I wanted to return the car and get mine back, but the org states they would have to approve me for financing to get my vehicle back at a rate they could not promise. I then tried getting a cash refund for the dollar value trade difference on the vehicle, walking out the door without either car, but the org was unable to do so either. Was stuck with car as is, and although the warranty was extended, it likely does not matter as they were unwilling to fix my initial issue. I don't see how an additional 3 months of 'warranty coverage' will solve anything if they are not willing to perform the service. Finally, they claim to not be able to reproduce the issue. It's a known issue that happens periodically with a TSB issues by Acura urging dealerships to fix as goodwill. I feel like my word should be enough to perform the fix due to the nature of the inconsistent issue. Total roadblock, but no other options.
Final Business Response /* (1000, 15, 2015/07/27) */
Customer has been difficult for us since day one. Rude and argumentitive with all interactions and making unreasonable demands even before purchase. This was a down-trade situation. He used the equity in his newer, more expensive trade to purchase this car with cash. We offered him his old car back but he wasn't happy when he learned he needed to secure a loan for the difference. We've made every effort to find a problem with this car and everytime we find nothing. We've even offered to pay for repairs at another Acura dealer if they can reprodcue this issue. Any suggestions on how to resolve this? Thanks.
Final Consumer Response /* (3000, 17, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would generally consider that response as immature. Using my attitude towards the poor service I received as a defense is both irrelevant to the facts and not a step forward to right the situation. Reading your response, it's kind of a tell-all of your awareness about the issue if your only strategy is to take personal jabs. Talk about being unprofessional and no interest to uphold your reputation the community.
I regards to "giving my old car back," this dealership could not guarantee the 0.9% APR I originally had with my original vehicle. Of course I am not interested to move fourth, why would I pay a substantial amount of extra cash to "undo a deal" I feel wronged on? Sounds like a potential bad move for me - so yes, feel free to bring it up, but it should be obvious I am not interested in that deal, and using that to reinforce your goodwill and my disinterest to remedy the situation is silly.
I am unaware of any unreasonable demands I have made. I wish to have my car operating correctly - which involves service. Perhaps this could be considered "unreasonable" because the service is nor simple or inexpensive - two things of which should not be my problem. If the service took 30 min and 5$ in parts, I'd be willing to bet my livelihood it would not have come to this.
Sure, we can resolve this fixing my transmission which is still broken and grinding daily. This notion of you not being able to reproduce it within a very constricted, biased, and controlled environment is unfair. This known and documented issue occurs randomly - but still, does occur. Just because you claim to be unable to reproduce it in a couple of attempts should not be grounds for nullifying the complaint. This was a goodwill service issued by Acura, so I would expect to receive this service as well - especially from such a proclaimed highly ranked in customer satisfaction dealership.
But, at the end of the day, if you "cant reproduce the issue" it must not exist. This is skewed in your favor and given your responses, I suspect you are just saying that to not perform the service. Maybe that is why were are arguing on the Revdex.com, which you also use to demonstrate your reputation, having a "A+ reputation with the Revdex.com" must mean I trust and believe your findings, and to challenge that would be "unreasonable."
It is pretty embarrassing for you to just pick on and bully your customers as such.
No - I do not accept your poor response.
[redacted] came to our dealership through a lead he sent through [redacted]. My salesperson, [redacted], worked with [redacted] via email and arranged to show him the [redacted] he requested and possible delivery of the car. It was when [redacted] started the paperwork process on the [redacted] that he...
discovered the sales price was off by $800. This was a mistake through the [redacted] program. When we caught the mistake, [redacted] as well as myself, apologized for the error and I offered what I could to get closer to the price [redacted] had offered. I also told him I would be happy to hold the car without any deposit so we could both contact [redacted]. He agreed to this but also insisted that we had to sell him the car at the price he was given because he had shook the salesperson hand when he came into the dealership which according to him, made the deal a legal and binding contract. He also threatened to use his brother, an attorney, to sue us. Please keep in mind that [redacted] has a disclaimer in regards to errors in pricing. [redacted] continued to insist that we had to sell him the car at that price. He left the store that day and after that , he emailed me his thoughts about us as a store and me personally. I am happy to provide his emails. I assume he didn't get the answer he was hoping for from [redacted] because he wrote me a very threatening email as to which I replied accordingly. Again, please realize that through the [redacted] program, the profit margin is very, very low, so we just don't have the ability to lose that amount of money when [redacted] makes a mistake. Hence, the disclaimer from [redacted]. I have been here for 27 years and as you know, we have had very few complaints from the Revdex.com. We continue to receive very high ratings through [redacted] and [redacted] and social media, as well as winning for the 14th straight year, the coveted, "[redacted]", car dealership of the year award. Please feel free to contact me at anytime in regards to this matter. [redacted] promised to go to social media and blast me and the dealership and he has continued to do this including using my name. In a phone conversation, he continued to use the threat of legal action unless we presented him the car at the price he had.