Frank Duarte's Guide Service

Initial Business Response / [redacted] (1000, 5, 2016/04/11) */ From: Marita G [redacted] Sent: Monday, April 11, 10:AM To: Revdex.com Subject: RE: Revdex.com Complaint Case# [redacted] (Ref# [redacted] - [redacted] -***) Good Morning [redacted] , Hope this email finds you well! Would it be possible for you to get a few more details from the customer? We can't locate his service recordsWe searched by phone number, email, and nameIf he could provide the year and make and possibly when the service was performedOnce we locate the records we would be happy to help Thanks

I am rejecting this response because: I spoke to Frankie yesterday and I was treated as a beggarI doubt of his competence and ability in his positionHe only contacted me after having heard from the Revdex.com so his primary concerns is his business not a customer at all! I feel shame of him and who is going to take a convenient excuse and an unfaithful apology?

Thank you for the opportunity to look into this situationWhile we strive for customer satisfaction, the First Place Finish product is a nonrefundable productWe would be more than happy to meet with the customer to see if we can persuade the warranty company to assist with this issueIf that is acceptable please reach out to Frankie G***, General Manager at Crown Acura for more assistance

We apologize for missing your callHowever in order to assist we will need you to bring the vehicle by so that we can photo document the concernThen we will once again reach out to the warranty company on your behalf and ask that they reconsider the claimUnfortunately we do not have any control over what they cover but would be happy to appeal to them for you againYou can bring the vehicle by at your convenience and ask for Frankie G***, General Manager

Initial Business Response /* (1000, 5, 2016/07/29) */
Thank you for the opportunity to look into this matterFirst let me apologize on behalf of Crown Automotive Group for this experienceWe strive for excellent customer service and certainly fell very short in this casePlease know that we will
be reaching out to the customer today to make the necessary arrangements so that all these items will be taken care of immediatelyIt is very important to our company that we receive feedback from our customers even when that feedback may not be complimentary in natureWe grow as a company when we address our shortcomings and learn from our mistakesI do hope that we will get an opportunity in the future to regain your trust and business
Initial Consumer Rebuttal /* (3000, 7, 2016/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We appreciate the apology and recognition that the ball was dropped by this businessThey did reach out by sending us the requested documentationHowever, they refused to pay for the re-treatment for smoke at our local Acura dealer in AshevilleWe are now working with the Asheville dealer, ***, and with an Acura Client Satisfaction representative to try to resolve the issue
We did not mention in our complaint that we are repeat customers for CrownWe have previously purchased a Honda Odyssey van from Crown in Fayetteville and were very pleased with that processThe van also had odor issues, however, Crown in Fayetteville addressed them satisfactorily

Thank you for the opportunity to look into this situationWhile we strive for customer satisfaction, the First Place Finish product is a nonrefundable productWe would be more than happy to meet with the customer to see if we can persuade the warranty company to assist with this issueIf that is
acceptable please reach out to Frankie G***, General Manager at Crown Acura for more assistance

I will let Crown Acura take pictures of my car once againMy car have been brought there more than once along with pictures being taken and still no responseI will take my car there May 5th, with hope of an action being taken

I am rejecting this response because: I have reached out the crown Acura more than one time and no one has reached out to me /no one has contact meIf they look into the records they will see thisCrown Acura has and it's continuing to give me the runaroundNo contact by crown via email or cell

Thank you for the opportunity to respondWe have reached out to our customer to reimburse for the fee she incurred due to the miscommunication because of what was thought to be a lost check that showed up after it had been voided and a new one issuedWe apologize for the inconvenience

I am
rejecting this response because: I spoke to Frankie yesterday and I was treated as a beggarI doubt of his competence and ability in his positionHe only contacted me after having heard from the Revdex.com so his primary concerns is his business not a customer at all! I feel shame of him and who is going to take a convenient excuse and an unfaithful apology?

Initial Business Response /* (1000, 5, 2016/04/11) */
From: Marita G***
Sent: Monday, April 11, 10:AM
To: Revdex.com
Subject: RE: Revdex.com Complaint Case# *** (Ref*-***-***)
Good Morning ***,
Hope this email finds you well! Would it be
possible for you to get a few more details from the customer? We can't locate his service recordsWe searched by phone number, email, and nameIf he could provide the year and make and possibly when the service was performedOnce we locate the records we would be happy to help
Thanks