Initial Business Response / [redacted] (1000, 8, 2015/06/04) */ [redacted] Fred Martin Superstore [redacted] , [redacted] June 3, Mr [redacted] , Consultant Revdex.com of Akron [redacted] RE: Case# [redacted] (Ref# [redacted] -***) Ms [redacted] Dear Mr [redacted] , We are in receipt of Ms [redacted] 's complaint dated May 20, Ms [redacted] visited our store on April 10, after having spoken to our salesperson, Mr [redacted] on the phoneWhen she arrived she worked a deal with Mr [redacted] Ms [redacted] 's credit file made securing loan approval very difficultOnce we secured approval, Ms [redacted] test drove the [redacted] During that drive Ms [redacted] felt the vehicle pulled to the left a little and thought that she heard a faint rattleWe serviced the vehicle on March 24, with 95,miles on the odometerThis service work cost $1,The service work included replacing the front brakes and installing a new Osensor, performing an oil change, and replacing light bulbsMs [redacted] agreed to purchase the vehicle after the service was performed and we listed addressing the vehicle pulling to the left and fixing the rattle on our "We-Owe" formIn her complaint Ms [redacted] references that we agreed to fix "everything"I don't know what that means but we certainly did not agree to fix everythingWe agreed to fix what was on the "We Owe" and nothing more and nothing lessThat is why it is defaulted to writing, we agreed and the customer agreed in writing to a specific set of repairsAt that time there was no discussion of any other issues with the vehicle Ms [redacted] was not able to finance an extended service contract with her loan approval, but we did offer to sell her a service contract for cashShe declined our offer We had Ms [redacted] bring the car into our Service Department on April and we fixed the rattling heat shieldWe also resurfaced the brake rotors to fix the pulling issueThis completed the repairs we had listed in writing on the "We-Owe"She had the car towed in on May and our Service Department diagnosed the vehicle with a faulty throttle bodyThis item was not covered under the Lifetime Powertrain Warranty she received when the vehicle was purchasedWe quoted her the repair cost for a new and a used throttle body Ms [redacted] has been difficult for us to work withShe has used profanity and been abusive in her dealings with our Service ManagerShe called her salesperson and said she would agree to pay for the repair if we knocked another $off the quoteWe had already quoted the repair at our cost, but I agreed to pay $additional dollars towards the repair to rectify the situationThe next day after I agreed to this we received her complaint to the Revdex.com At this time we offer no additional discounts or concessions to Ms [redacted] I stand by my original offerShould she wish our Service Department to complete the repair, she can contact our Service Manager, Mr [redacted] If I can provide any additional information please contact me Sincerely, [redacted] Fred Martin Superstore
Final Consumer Response / [redacted] (2000, 5, 2015/05/26) */ On 5/22, consumer called to say that the complaint had been resolved and she received her money, and asking that it be closed
Initial Business Response /* (1000, 5, 2015/06/06) */
***
Fred Martin Superstore
***
***
June 6,
Mr*** ***, Consultant
Revdex.com of Akron
***
RE: Case# *** (***-***) Mrs*** ***
Dear Mr***,
We are in receipt of Mrs***'s complaint dated May 26,
*** and *** *** purchased a *** *** on January 31, from our salesperson, *** ***The couple's credit history made obtaining an approval that worked for their payment expectations very difficultAfter obtaining a bank approval, there were several errors on our part with paperwork that necessitated additional visits to the dealershipThe customer references in the complaint their "credit score", having us repeat or redoing any part of this transaction didn't and would not lower a customer's credit scoreMr*** also went to the *** home on two occasions to have documents signed
These paperwork errors were unfortunate, and something as a company we hope to avoid in the futurePrior to this complaint I personally spoke to Mrs*** and have apologizedShe was assured that we would counsel everyone involved to lessen the chance of these issues in the future
We are sorry to hear that she was involved in an auto accidentI have reviewed their file completely and I have found that we adhered to all of our process in regards to transferring her license plates from her trade in to the ***I have enclosed the "License Plate Notice" form signed by Mr***He has initialed next to the statement "I will mail, fax the Echeck for my vehicle"We can't complete the emission test on every used vehicle prior to sale because many counties don't require it to be done, it's a post sale customer event and the customer was notified in writing and on the phoneThe Compliance Manager that handled their paperwork, *** *** has assured me that he went over the process at the time they signed the form
I have also included the "Registration Information and Authorization To Transfer" form signed by the ***'Mr*** took a photocopy of their license plate and asked for a copy of the trade in registration so he could insure the vehicle being sold matched the customer's information of the vehicle being purchased, the customer said they didn't have it at the timeOur title clerk, *** *** also placed a call to the *** home and left a message that she would need them to return an Echeck certificate for us to complete the transfer and without the E check form a transfer could not be doneOur title clerk never received a return callIt's not uncommon for a customer not to call us back about a registration because many times they drive right past a BMV office and end up doing it themselvesAfter the customer was involved in the accident she was notified by the police that the plates weren't transferred, she then called usWe reminded her that we could not do anything without the E check certificateThere was also an issue with the plate transfer because the plates from their trade were issued jointly, whereas the *** was titled solely to *** ***, therefor the original plates couldn't be transferredHad we had the trade in registration at time of delivery this could have been resolved at time of deliveryThe issue was eventually resolved by us agreeing to buy her new plates at our expense, the plates were received by the dealership late on Friday, May 22ndMrs*** declined to pick up the plates, and in an effort to build goodwill, we offered to have them delivered to Mr& Mrs***
I have spoken to their salesman, *** *** and he has not heard from them as to any issues they are having with their brakes*** ***, the second salesperson involved in their transaction spoke to Mrs*** on May 19thHe placed a courtesy call asking how things were going with the *** and she politely told him everything was goodI have personally reviewed all of our recorded phone messages and did not find any calls about her having issues with her brakes
RE: Case# *** (***-***) Mrs*** *** Page
We feel that we addressed her original concerns with paperwork errors by raising her traallowance by $and by mailing her a $gift cardTherefor we offer no further compensation or discounts at this timeMrs*** can have her oil changes performed at our *** on *** Road across from the dealership and would not need to visit our Service DepartmentOur free oil change offer is only valid at our *** Road locationsWe would decline to replace her brakes at this time, but would certainly advise her to contact our Service Department directly to set up an appointment
We do apologize for any inconvenience experienced by Mrand Mrs*** and have taken steps toward further educating our staff on the proper way to complete paperworkIf you need any further information please contact me
Sincerely,
***
***
Fred Martin Superstore
BS/dh
Attachments:
License Plate Notice Document
Authorization to Register Form
Copy of License Plate
Final Consumer Response /* (2000, 5, 2015/05/26) */
On 5/22, consumer called to say that the complaint had been resolved and she received her money, and asking that it be closed.
Mr. [redacted], Consultant Revdex.com of Akron [redacted] September 5, 2017 RE: Complaint ID# [redacted] Dear Mr. [redacted]: We are in receipt of Ms. [redacted]’s complaint. The [redacted]'s purchased a 2017 Jeep Renegade...
on August 29, 2017. Dan Millat, our New Car Manager, went over the numbers with them and they were happy. I personally spoke with them the previous Wednesday and Thursday and had a pleasant conversation. No one ever kept the keys to their trade vehicle or told them they could not leave. Upon later hearing they were questioning their purchase, I offered again to review the paperwork with them and they declined. Ultimately, if they were unhappy with the numbers presented to them they did not have to purchase the vehicle. It was their decision to move forward with the deal. At this time we offer them no compensation, as we feel we carried out the process and explained the purchase price as thoroughly as possible. Our offer to meet and review the paperwork still stands should they wish to discuss the documents again. If there are any further questions, please contact me at [redacted]. Sincerely, [redacted] General Sales Manager Fred Martin Superstore
Mr. [redacted], Consultant Revdex.com of Akron 222 W. Market Street Akron, Ohio 443035 September 19, 2017 RE: Complaint ID# [redacted] Dear Mr. DeShon: We are in receipt of Mr. [redacted]’s complaint regarding his purchase of a 2014 Ford Focus on September...
2, 2017. This vehicle was spotted for delivery on the Saturday of a holiday weekend when many banks were closed for business. Formal approval for the purchase was not available, and later required proof of income in order to secure the approval. Mr. [redacted] left with the vehicle and a pre-approval, pending income verification. Mr. [redacted] overstated income on his Credit Application. When his proof of income could not verify this amount, a co-signer was necessary to secure formal bank approval. Mr. [redacted] was unable to secure a co-signer. The payment amount and interest rate have not changed on this approval because no such approval exists. Mr. [redacted] was pre-approved based upon inaccurate information that could not be substantiated. A higher down payment would certainly help banks deciding whether or not to approve this purchase without a co-signer because the amount financed would be lower. If Mr. [redacted] is able to find a co-signer, or provide a higher down payment, we can send his deal back to lenders to re-evaluate. Since neither of those events has occurred, we unfortunately had to take back the vehicle, as no bank will agree to fund the deal. Mr. [redacted] returned the vehicle this past weekend and his deposit was refunded in full. We would love to sell Mr. [redacted] a vehicle. The fact is that income was overstated, and lenders will not agree to fund the deal based upon proven income. We wish Mr. [redacted] the best and would be happy to help should his circumstances change. If there are any further questions, please contact me at [redacted]. Sincerely, [redacted] General Sales Manager Fred Martin Superstore
Initial Business Response /* (1000, 8, 2015/08/17) */
Brett S.
Fred Martin Superstore
Mr. [redacted], Consultant
Revdex.com of Akron
RE: Case# [redacted] Ms. [redacted]
Dear Mr. [redacted],
We are in...
receipt of Ms. [redacted]' complaint dated July 30, 2015.
[redacted] purchased a 2006 Dodge Stratus on March 24, 2015. At the time of delivery the vehicle had 120,694 miles. Our 58 point inspection was performed prior to offering the car for sale, and several repairs were performed including: front brakes, a belt tensioner and new belt, a blower fan motor, a power window motor and a 3rd brake light bulb.
Ms. [redacted] contacted her salesman, Dave S. on March 31st and told him the window sticker on the vehicle listed a keyless remote and that she did not receive one. Mr. S. explained that the sticker listed the cars original equipment as determined by the VIN number, but that we did not receive a remote when the car was traded in. We have no records to indicate that she called us about an exhaust issue.
On July 18th Ms. [redacted] brought the vehicle in with 126,288 miles with a concern over a knocking sound from the front end. We diagnosed the issue as right and left upper control arm assemblies. Her vehicles extended service contract was a Power Train Warranty that did not cover the control arm assemblies. Our Service Manager, Jim B. decided to cover the repairs under good will and only billed her the $100 deductible. Actual cost for the repair was $475.91. Our technician did note a slight brake pulsation, a serpentine belt missing a rib and some play in the tie rod ends. Ms. [redacted] declined to have these addressed. Ms. [redacted] had her oil changed somewhere else and they told her that her rear struts have a broken mount. Our technician didn't label the car as "unsafe" when he noted the needed repairs.
Although we do our best to proactively fix used cars prior to offering them for sale, issues may later arise that were unforeseeable. A 2006 vehicle with over 126,000 miles can be expected to need repairs. Ms. [redacted] repair issues do not warrant her vehicle being labeled a "lemon". We would be willing to inspect her rear suspension and serpentine belt at no charge to Ms. [redacted] to determine if there is an issue.
Sincerely,
Brett S.
General Sales Manager
Fred Martin Superstore
Initial Consumer Rebuttal /* (3000, 10, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attached a copy of my warranty stating that the control arms ARE covered. It is NOT just a powertrain warranty, it is a warranty from Power Train Warranty, Inc. per the paperwork and Fred Martin's service department.
I have also attached a copy of the invoice and vehicle checkup from when I had the car serviced at Fred Martin. The service department told me the tie rod ends were loose and needed replaced, the serpentine belt needed replaced and the front brakes needed replaced. When I spoke with the service representative, he said I "need to have these taken care of ASAP and it should not be driven very far!" I could not afford the outrageous amount the dealership quoted and Mr. S. stated they "would not cover it or do anything about it."
I have also attached the receipt from having my oil changed where it states at the bottom that the struts and assemblies need replaced. The dealership is about an hour from my home each way. I am not driving that distance to pay their outrageous prices for an oil change, when they specifically stated I do not have to have my oil changed by them, and my warranty is good as long as I have my oil changed by a business such as [redacted], [redacted] or [redacted]'s.
In addition to all of these issues, the engine is now bucking and constantly feels like it is going to stall.
Final Business Response /* (4000, 14, 2015/08/29) */
Brett S.
Fred Martin Superstore
Mr. [redacted], Consultant
Revdex.com of Akron
RE: Case# [redacted] Ms. [redacted] Answer to Rebuttal Information
Dear Mr. [redacted],
We are in receipt of Ms. [redacted]' rebuttal answer and the document she attached. Nothing that Ms. [redacted] has provided in her rebuttal changes our original answer. Ms. [redacted] needs to bring her vehicle into our Service Department. If a covered component needs replaced we will happily perform that work. Please contact Mr. Jim B., Service Manager, to schedule that appointment. He is aware of Ms. [redacted] situation and is awaiting her call.
We are willing to inspect her vehicle and determine if covered components need replaced at no charge to Ms. [redacted]. If you need any further information please call me at 330-753-4444.
Sincerely,
Brett S.
General Sales Manager
Fred Martin Superstore
BS/dh
Mr. [redacted], Consultant Revdex.com of Akron 222 W. Market Street Akron, Ohio 443035 January 22, 2018 RE: Complaint ID# [redacted] Dear Mr. [redacted]: We are in receipt of Mr. [redacted]’s complaint. Mr. [redacted] purchased a 2014 Jeep Patriot on December...
16, 2017. He informed his salesperson [redacted] that he was “turning in” his vehicle because he could no longer afford the payments. Page six of the attached documents indicate there was no trade vehicle included in his purchase. Mr. [redacted] did contact our dealership the day after purchasing the vehicle. We have records of his calls, as we record all calls to the dealership. The Compliance Manager that handled Mr. [redacted]’s purchase was off that day. Mr. [redacted] called and asked for the “Sales Department” where he asked general questions about our return policy. He called a third time that day and spoke with another salesperson regarding the policy. She informed him that he would need to bring the car in that day for the policy to be honored. He never came to the dealership and he never asked to speak with a manager. We did not hear from Mr. [redacted] again until December 21, 2017 where he again just asked for the Sales Department and was eventually transferred to [redacted]. Mr. [redacted] spoke to a manager on December 22, 2017 and asked to exchange the vehicle because his wife could not drive a manual vehicle. He was told he could not, as it was outside of our exchange policy window of five days. I reviewed the calls and can confirm he was never hung up on and his conversations were always cordial. I myself spoke with Mr. [redacted] and asked why he did not show up on December 17 when he indicated he would coming to return the vehicle within the required 24-hour time frame. He had no response. Mr. [redacted] was well aware that his wife was a co-buyer on the vehicle. She is listed on multiple documents, including the Retail Installment Contract (page one of the attachment) and subsequent documents related to the purchase (pages two thru five). At this time we deny Mr. [redacted]’s request to return the vehicle for a refund. He had 24 hours to exercise this option and did not show up to the dealership as he indicated he would in his phone call on December 17th. If he would have showed up then we could have fully complied with his request. If there are any further questions, please contact me at [redacted]. Sincerely, [redacted] General Sales Manager Fred Martin Superstore
Mr. [redacted], Consultant Revdex.com of Akron 222 W. Market Street Akron, Ohio 443035 August 9, 2017 RE: Complaint ID# [redacted] Dear Mr. [redacted]: We are in receipt of Mr. [redacted]’s Complaint. On July 31, 2017, Mr. [redacted] agreed to purchase a...
2010 Chrysler Town & Country with 93,982 miles on the odometer. We agreed to put new tires on the vehicle and complete the paintwork he requested be performed in order to solidify his purchase of the vehicle. Mr. [redacted] provided us with a down payment of $500 and signed our “Retail Buyer’s Order,” our purchase agreement document. He went to his credit union to arrange financing. The referenced document is attached as “Document 1” and uses the name [redacted], the legal name provided by Mr. [redacted]. While Mr. [redacted] arranged financing we completed the paintwork at our Collision Center. We also had new tires put on the vehicle in our Service Department. Given the high mileage on the vehicle, these are two repairs that would have not otherwise been completed had Mr. [redacted] not insisted they be performed in order for him to purchase the vehicle. We had every indication Mr. [redacted] was moving forward with the purchase of this vehicle and we were never asked to show him newer vehicles with less miles. In his own original Revdex.com complaint he states he requested the work to be done as part of signing a purchase agreement and placing a deposit on the vehicle. Please see attached “Document 2” and focus on yellow highlighted area. Given his own statement and signature on the “Retail Buyer’s Order,” he bought a vehicle. We agree to release Mr. [redacted] from the purchase agreement, but we are out the cost of the paintwork and tires, two expenses we cannot easily recoup. Both items combined exceed the $500 deposit, therefore we will not be refunding it. If there are any further questions, please contact me at (330) 753-4444. Sincerely, [redacted] General Sales Manager Fred Martin Superstore
I am rejecting this response because: I have received nothing from the transaction. They get to keep the vehicle and sell it for more with the work they supposedly performed. Again, I have my doubts that the work was ever completed to the vehicle. I would like the proof or pictures. Also want to know what they end up selling the vehicle for. I called on Wednesday to notify them not to proceed. This is a shady business tactic. They are upset that I went somewhere else. I did ask for a newer, lower mileage vehicle but they had nothing on the lot and steered me toward this vehicle in the back. They tried claiming they were going to put it for sale in the front after detailing was completed for $15,000 if didn't purchase it. They touted their "love it or return it" policy but conveniently left out that it was a bold faced lie and they never intend on refunding anything.
Initial Business Response /* (1000, 8, 2015/06/04) */
[redacted]
[redacted]
Fred Martin Superstore
[redacted]
[redacted], [redacted]
June 3, 2015
Mr. [redacted], Consultant
Revdex.com of...
Akron
[redacted]
[redacted]
RE: Case# [redacted] (Ref#[redacted]-[redacted]) Ms. [redacted]
Dear Mr. [redacted],
We are in receipt of Ms. [redacted]'s complaint dated May 20, 2015. Ms. [redacted] visited our store on April 10, 2015 after having spoken to our salesperson, Mr. [redacted] on the phone. When she arrived she worked a deal with Mr. [redacted]. Ms. [redacted]'s credit file made securing loan approval very difficult. Once we secured approval, Ms. [redacted] test drove the 2008 [redacted].
During that drive Ms. [redacted] felt the vehicle pulled to the left a little and thought that she heard a faint rattle. We serviced the vehicle on March 24, 2015 with 95,085 miles on the odometer. This service work cost $1,421.59. The service work included replacing the front brakes and installing a new O2 sensor, performing an oil change, and replacing light bulbs. Ms. [redacted] agreed to purchase the vehicle after the service was performed and we listed addressing the vehicle pulling to the left and fixing the rattle on our "We-Owe" form. In her complaint Ms. [redacted] references that we agreed to fix "everything". I don't know what that means but we certainly did not agree to fix everything. We agreed to fix what was on the "We Owe" and nothing more and nothing less. That is why it is defaulted to writing, we agreed and the customer agreed in writing to a specific set of repairs. At that time there was no discussion of any other issues with the vehicle.
Ms. [redacted] was not able to finance an extended service contract with her loan approval, but we did offer to sell her a service contract for cash. She declined our offer.
We had Ms. [redacted] bring the car into our Service Department on April 15 and we fixed the rattling heat shield. We also resurfaced the brake rotors to fix the pulling issue. This completed the repairs we had listed in writing on the "We-Owe". She had the car towed in on May 16 and our Service Department diagnosed the vehicle with a faulty throttle body. This item was not covered under the Lifetime Powertrain Warranty she received when the vehicle was purchased. We quoted her the repair cost for a new and a used throttle body.
Ms. [redacted] has been difficult for us to work with. She has used profanity and been abusive in her dealings with our Service Manager. She called her salesperson and said she would agree to pay for the repair if we knocked another $50.00 off the quote. We had already quoted the repair at our cost, but I agreed to pay $50.00 additional dollars towards the repair to rectify the situation. The next day after I agreed to this we received her complaint to the Revdex.com.
At this time we offer no additional discounts or concessions to Ms. [redacted]. I stand by my original offer. Should she wish our Service Department to complete the repair, she can contact our Service Manager, Mr. [redacted]. If I can provide any additional information please contact me.
Sincerely,
[redacted]
[redacted]
Fred Martin Superstore
Mr. [redacted], Consultant Revdex.com of Akron [redacted] February 15, 2018 RE: Complaint ID# [redacted] Dear Mr. [redacted]: We are in receipt of Mr. [redacted]’s complaint. Mr. [redacted] purchased a 2004 Dodge Ram 2500 on...
June 1, 2014. He did indeed have a no charge Engine Oil Maintenance Agreement during that transaction that was good for two oil changes per year for three years, a total of six. Due to a software error, that no charge oil change information was not uploaded immediately into the Speedy Wash and Lube software. As Mr. [redacted] described in his complaint when he went for his first oil change Speedy employees were unable to see it was free. He was charged for this oil change and agreed to pay for it. For this, we apologize. The salesperson who sold the truck no longer works for our company and we have no record of complaints stemming from this visit. We do not understand why Mr. [redacted] waited nearly four years to complain. Had this matter been brought to the attention of upper management by Mr. [redacted], either directly or through the Revdex.com, we would have had the opportunity to rectify it more quickly. When we first learned of this incident last week from Jennifer B[redacted], we attempted to resolve it immediately. We refunded the $151.13 he paid in error with his actual receipt from our oil change facility. We understand he has already received that check. We also offered to provide him six free oil changes, standard or diesel engine, for use with his current vehicle or vehicles. Mr. [redacted] expressed to us that this was not satisfactory, and that he preferred reimbursement for the oil changes he paid for during the time he owned the 2004 Dodge Ram 2500 in cash only. Per the Engine Oil Maintenance Agreement, Mr. [redacted] was owed six oil changes. We have already refunded him the $151.13 he paid for the first oil change. We request that Mr. [redacted] provide receipts or proof of service for five oil changes and we will refund his payments as long as the charges are reasonable. He can email these directly to [redacted], or mail them to her attention. Our initial offer of six free oil change certificates stands should Mr. [redacted] change his mind and choose this option. We sincerely regret this occurred, as we do value our customers and would never intentionally inconvenience them by not delivering a service they are entitled too. We have since upgraded our process and system to include electronic filing in the hopes of reducing clerical errors such as this. If there are any further questions, please contact me at [redacted]. Sincerely, Brett S[redacted] General Sales Manager Fred Martin Superstore
Initial Business Response /* (1000, 5, 2016/01/20) */
Mr. Jim B[redacted]
Service Manager
Fred Martin Superstore
3195 Barber Road
Barberton, Ohio 44203
Mr. David D[redacted], Consultant
Revdex.com of Akron
222 W. Market Street
Akron, Ohio 44303
January 18, 2016
RE: Case #[redacted]...
Revdex.com Complaint of Mr. Eric M[redacted]
Dear Mr. D[redacted]:
We are in receipt of Mr. Eric M[redacted]'s complaint. On July 14, 2015 Diana M[redacted] purchased a 2010 Ford Escape from our dealership. Included with her purchase was a complimentary Powertrain Limited Warranty. Additional service contracts that offered more comprehensive protection were declined by her during the purchase process.
On July 21, 2015, the vehicle was brought to our Service Department with three concerns: Tire Pressure Monitoring System (TPMS) light was on, possible water leak, and ignition switch sticks. The customer declined diagnosis of the water and ignition issue. One tire on the vehicle was replaced at no charge to correct the TPMS issue as a goodwill repair.
On December 29, 2015 the vehicle was scheduled for diagnosis on a transmission concern. The vehicle was diagnosed with an "Internal Transmission Failure". Per the Powertrain Warranty, the transmission was to be replaced with a different transmission at our discretion. A used transmission was selected as the replacement following usual and normal practices in our industry. Mr. M[redacted] declined to let us use the transmission that we had selected as he felt it had too many miles on it, compared to the mileage on the vehicle. We offered him the ability to have us use a transmission with fewer miles on it if he would pay the difference in price. He declined our offer and demanded that Fred Martin Superstore pay the cost for the lower mileage transmission. We declined as this is not what our written warranty paperwork called for in the situation.
We apologize if Mr. M[redacted] felt he was spoken to in a manner that was anything but respectful. It was no one's intention to make him feel threatened. Mr. Ron S[redacted], the Powertrain Warranty Administrator, simply wanted to convey that if Mr. M[redacted] didn't bring the vehicle into the Service Department by January 14, the transmission we had reserved for his repair would be have to be returned to the supplier. Another replacement transmission would have to be located, and his repair rescheduled until the part was in stock.
Mr. M[redacted] is welcome to reschedule his appointment for the transmission replacement. At the time of this response, we have do have a transmission with less miles on it that meets the terms of his contract as an appropriate replacement. I encourage him to contact me directly as soon as possible so that I may reserve this part for his repair. If there are any further questions, please contact me at (330) 753-4444.
Sincerely,
Jim B[redacted]
Service Manager
Fred Martin Superstore
I am rejecting this response because:
First and foremost, this vehicle was sold. With it went the file with any and all service receipts to the vehicle. The 'Oil Change Agreement' and financial contracts were removed from the file before selling. The truck was sold to a gentleman in Texas and I'm not about to bother him with this. I do this with every vehicle I own and sell - pass on all the maintenance records and receipts.Second, after the last Fred Martin oil change (that I paid for and was recently reimbursed), I started purchasing a premium oil at both Summit Racing and Napa in Copley Ohio called Schaefers. I then brought my own oil and filters for each oil change. The new owner received both the left over oil and the receipts for all purchases regarding this truck, no matter how small. Oil changes were performed in several locations, some on the road, some at Quality Automotive in Richfield and at least one time in Medina.Fred Martin Superstore builds the 'free' oil changes into the price of the vehicles and they have a monetary value of $151.13 per oil change, that's part of why I paid over book value.Fred Martin Speedy Wash & Lube is $34.95. The 5 remaining oil changes would amount to $755.65. Gasoline oil changes at the lowest level would be 21.62 oil changes in a gas car.To settle this matter I will accept 22 coupons (round up for bothering me for 3 years) for oil changes that I will pass on or donate to someone that needs them. There will be no additional fees, taxes, and the coupons or certificates must be able to be given away, sold, or otherwise used by someone other than myself. I have no plans on patronizing your business again in the future.You all have lost a good customer, referrals and family members who all purchase cars often. I'm sorry this couldn't have been dealt with when it needed to be dealt with.Regards,[redacted]
Initial Business Response /* (1000, 5, 2015/09/01) */
Brett S., General Sales Manager Fred Martin Superstore
...
September 1, 2015
Mr. [redacted], Consultant
Revdex.com of Akron
RE: Case# [redacted] Mrs. [redacted]
Dear Mr. [redacted],
We are in receipt of Mrs. [redacted]'s complaint dated August 18, 2015. Mrs. [redacted]'s daughter, [redacted], came to the dealership on July 29th, 2015 to purchase a vehicle from salesperson Eric B. Mr. B. and Ms. [redacted] know each other personally, and made arrangements to meet at the dealership to see what vehicle options would be available. It was known ahead of time that financing a vehicle with her limited credit history and current employment situation could be a challenge.
During this meeting a credit assessment was made, and it was determined that [redacted] would receive more favorable rates with a co-signer to help her finance a vehicle, especially given she wanted to purchase the vehicle with zero money down. [redacted] called her mother and she agreed to co-sign for her daughter. Mrs. [redacted] then gave Mr. [redacted] her credit information.
[redacted] picked out a 2007 Pontiac G6. A deal was structured and she went home to talk to her mom and think about the payment. [redacted] returned to the dealership on Friday, July 31st to tell Mr. [redacted] that the Pontiac G6 would be too high of a payment, and she'd like to look at other vehicles that would be less expensive. A 2006 Chevrolet Cobalt was selected, as the monthly payment would have been approximately $30 less. A time was set up for later that afternoon so [redacted] and [redacted] could visit the dealership and complete the paperwork to purchase the Cobalt.
Once at the dealership, [redacted] and [redacted] decided to purchase additional coverage on the vehicle via a Service Agreement and GAP coverage. [redacted] signed all the paperwork she needed to sign as a co-signer and was on her way. [redacted] left the dealership driving the Cobalt.
On the morning of August 5th, 2015, the lender to which we assigned the finance contract, Farmers National Bank, notified us the loan would not be approved. They stated the loan could not go through with financing the Service Agreement in addition to the vehicle, the total amount financed was over their cap. We tried sending the deal structure to another lender to get an approval that was exactly the same with the Gap and Service Agreement included. In the mean time we tried contacting [redacted] to let her know the lender turned down her loan based on financing the cost of the Service Agreement. We left her a voicemail. The call was not returned.
We called [redacted] on the 6th at 1:20 PM and left a message for her to call us about the loan. [redacted] returned that voicemail message at 1:32 pm and said they would be in to resign the paperwork together, understanding the Service Agreement had to come off the loan. She said she would call back and let us know what time they would be in together. We submitted the deal to one last lender in an effort to secure financing for the vehicle that included the extended Service Agreement. A total of three lenders were contacted including the 1st one Farmers National Bank, as is our standard practice to secure the best terms for our customers.
At 3:03 PM [redacted] called back to say they would be here in 30 minutes to return the vehicle. They did not want to purchase the vehicle without an Extended Service Agreement. From that point on, no other lenders were contacted.
We strive to exceed all our customers' expectations on every transaction and get them the best finance terms possible. We sometimes find it necessary to contact multiple lenders in order to come to terms agreeable for the customer. While it is unfortunate that Farmers National Bank turned down the additional funding of the Service Agreement, we cannot accept fault for trying to find alternate lenders with the same terms for our customers. In regards to credit scores, after the first auto specific credit inquiry is made no other automotive credit inquiries will affect either [redacted] or [redacted]'s credit score negatively, as long credit bureaus are pulled auto specific within 1 to 14 days. All credit reporting agencies recognize that customers may go from dealer to dealer shopping for a car and the best finance terms possible. If I can provide any other information please contact me at [redacted].
Sincerely,
Brett S.
General Sales Manager
Fred Martin Superstore
BS/dh
Mr. [redacted], Consultant Revdex.com of Akron 222 W. Market Street Akron, Ohio 443035 June 1, 2017 RE: Complaint ID# [redacted] Dear Mr. [redacted]: We are in receipt of Ms. [redacted] Complaint. Ms. [redacted] son [redacted] purchased a 2016 Hyundai Accent SE on...
May 19, 2017 from salesmen [redacted]. The vehicle was listed online as having keyless entry, but the remotes could not be located at the time of delivery. Mr. [redacted] did later mistakenly tell the [redacted] that the vehicle did not have keyless entry, as in the past Hyundai SE models did not have this feature. We truly apologize for his mistake and have spoken to [redacted] about the importance of using the VIN to identify vehicle specific features. We also apologize that the [redacted] were not promptly contacted by a manager once this mistake was discovered to properly address the situation and rectify it in a speedy manner. Ms. [redacted] has since spoke to manager [redacted] and myself regarding this matter. We will be providing two keyless remotes and a check for the cost to program them both for an amount quoted by a Hyundai dealer. Both will be mailed as soon as I have the remotes in hand. We are sorry that an issue as minor as a missing keyless entry remote has reached this level. We pride ourselves on promptly handling customer issues and this is not a situation we ever like to see occur. We wish Ms. [redacted] and her son [redacted] the very best and hope they will reconsider Fred Martin Superstore in the future, as this experience is not typical of the customer service we are accustomed to providing. If there are any further questions, please contact me at [redacted]. Sincerely, Brett S General Sales Manager Fred Martin Superstore
Mr. [redacted], Consultant Revdex.com of Akron [redacted] February 21, 2018 RE: Rebuttal to Complaint ID# [redacted] Dear Mr. [redacted]: We are in receipt of Mr. [redacted]’s response. We understand that he no longer owns a diesel vehicle, and that our offer of six free oil changes will not satisfy him because he paid for diesel during ownership of the 2004 Dodge Ram 2500. Our offer was for six free oil changes for a diesel or gasoline vehicle, and still stands should he want to accept them. We also understand that Mr. [redacted]’s time is valuable and he is often traveling. However, we don’t think is unreasonable to require proof that these diesel oil changes were performed on the vehicle in order to initiate a refund for the five oil changes he paid for out of pocket. This can be in the form of a receipt at the time of service, or even a service history report documenting the visits and the cost of the diesel oil changes from the facility that performed them. This should be something that is easily reproduced by any company that routinely performs these services. Again, we sincerely regret this occurred and would happily refund Mr. [redacted], but we do need proof of an expense incurring. If there are any further questions, please contact me at [redacted]. Sincerely, Brett S[redacted] General Sales Manager Fred Martin Superstore
Initial Business Response / [redacted] (1000, 8, 2015/06/04) */ [redacted] Fred Martin Superstore [redacted] , [redacted] June 3, Mr [redacted] , Consultant Revdex.com of Akron [redacted] RE: Case# [redacted] (Ref# [redacted] -***) Ms [redacted] Dear Mr [redacted] , We are in receipt of Ms [redacted] 's complaint dated May 20, Ms [redacted] visited our store on April 10, after having spoken to our salesperson, Mr [redacted] on the phoneWhen she arrived she worked a deal with Mr [redacted] Ms [redacted] 's credit file made securing loan approval very difficultOnce we secured approval, Ms [redacted] test drove the [redacted] During that drive Ms [redacted] felt the vehicle pulled to the left a little and thought that she heard a faint rattleWe serviced the vehicle on March 24, with 95,miles on the odometerThis service work cost $1,The service work included replacing the front brakes and installing a new Osensor, performing an oil change, and replacing light bulbsMs [redacted] agreed to purchase the vehicle after the service was performed and we listed addressing the vehicle pulling to the left and fixing the rattle on our "We-Owe" formIn her complaint Ms [redacted] references that we agreed to fix "everything"I don't know what that means but we certainly did not agree to fix everythingWe agreed to fix what was on the "We Owe" and nothing more and nothing lessThat is why it is defaulted to writing, we agreed and the customer agreed in writing to a specific set of repairsAt that time there was no discussion of any other issues with the vehicle Ms [redacted] was not able to finance an extended service contract with her loan approval, but we did offer to sell her a service contract for cashShe declined our offer We had Ms [redacted] bring the car into our Service Department on April and we fixed the rattling heat shieldWe also resurfaced the brake rotors to fix the pulling issueThis completed the repairs we had listed in writing on the "We-Owe"She had the car towed in on May and our Service Department diagnosed the vehicle with a faulty throttle bodyThis item was not covered under the Lifetime Powertrain Warranty she received when the vehicle was purchasedWe quoted her the repair cost for a new and a used throttle body Ms [redacted] has been difficult for us to work withShe has used profanity and been abusive in her dealings with our Service ManagerShe called her salesperson and said she would agree to pay for the repair if we knocked another $off the quoteWe had already quoted the repair at our cost, but I agreed to pay $additional dollars towards the repair to rectify the situationThe next day after I agreed to this we received her complaint to the Revdex.com At this time we offer no additional discounts or concessions to Ms [redacted] I stand by my original offerShould she wish our Service Department to complete the repair, she can contact our Service Manager, Mr [redacted] If I can provide any additional information please contact me Sincerely, [redacted] Fred Martin Superstore
Final Consumer Response / [redacted] (2000, 5, 2015/05/26) */ On 5/22, consumer called to say that the complaint had been resolved and she received her money, and asking that it be closed
Initial Business Response /* (1000, 5, 2015/06/06) */
***
Fred Martin Superstore
***
***
June 6,
Mr*** ***, Consultant
Revdex.com of Akron
***
RE: Case# *** (***-***) Mrs*** ***
Dear Mr***,
We are in receipt of Mrs***'s complaint dated May 26,
*** and *** *** purchased a *** *** on January 31, from our salesperson, *** ***The couple's credit history made obtaining an approval that worked for their payment expectations very difficultAfter obtaining a bank approval, there were several errors on our part with paperwork that necessitated additional visits to the dealershipThe customer references in the complaint their "credit score", having us repeat or redoing any part of this transaction didn't and would not lower a customer's credit scoreMr*** also went to the *** home on two occasions to have documents signed
These paperwork errors were unfortunate, and something as a company we hope to avoid in the futurePrior to this complaint I personally spoke to Mrs*** and have apologizedShe was assured that we would counsel everyone involved to lessen the chance of these issues in the future
We are sorry to hear that she was involved in an auto accidentI have reviewed their file completely and I have found that we adhered to all of our process in regards to transferring her license plates from her trade in to the ***I have enclosed the "License Plate Notice" form signed by Mr***He has initialed next to the statement "I will mail, fax the Echeck for my vehicle"We can't complete the emission test on every used vehicle prior to sale because many counties don't require it to be done, it's a post sale customer event and the customer was notified in writing and on the phoneThe Compliance Manager that handled their paperwork, *** *** has assured me that he went over the process at the time they signed the form
I have also included the "Registration Information and Authorization To Transfer" form signed by the ***'Mr*** took a photocopy of their license plate and asked for a copy of the trade in registration so he could insure the vehicle being sold matched the customer's information of the vehicle being purchased, the customer said they didn't have it at the timeOur title clerk, *** *** also placed a call to the *** home and left a message that she would need them to return an Echeck certificate for us to complete the transfer and without the E check form a transfer could not be doneOur title clerk never received a return callIt's not uncommon for a customer not to call us back about a registration because many times they drive right past a BMV office and end up doing it themselvesAfter the customer was involved in the accident she was notified by the police that the plates weren't transferred, she then called usWe reminded her that we could not do anything without the E check certificateThere was also an issue with the plate transfer because the plates from their trade were issued jointly, whereas the *** was titled solely to *** ***, therefor the original plates couldn't be transferredHad we had the trade in registration at time of delivery this could have been resolved at time of deliveryThe issue was eventually resolved by us agreeing to buy her new plates at our expense, the plates were received by the dealership late on Friday, May 22ndMrs*** declined to pick up the plates, and in an effort to build goodwill, we offered to have them delivered to Mr& Mrs***
I have spoken to their salesman, *** *** and he has not heard from them as to any issues they are having with their brakes*** ***, the second salesperson involved in their transaction spoke to Mrs*** on May 19thHe placed a courtesy call asking how things were going with the *** and she politely told him everything was goodI have personally reviewed all of our recorded phone messages and did not find any calls about her having issues with her brakes
RE: Case# *** (***-***) Mrs*** *** Page
We feel that we addressed her original concerns with paperwork errors by raising her traallowance by $and by mailing her a $gift cardTherefor we offer no further compensation or discounts at this timeMrs*** can have her oil changes performed at our *** on *** Road across from the dealership and would not need to visit our Service DepartmentOur free oil change offer is only valid at our *** Road locationsWe would decline to replace her brakes at this time, but would certainly advise her to contact our Service Department directly to set up an appointment
We do apologize for any inconvenience experienced by Mrand Mrs*** and have taken steps toward further educating our staff on the proper way to complete paperworkIf you need any further information please contact me
Sincerely,
***
***
Fred Martin Superstore
BS/dh
Attachments:
License Plate Notice Document
Authorization to Register Form
Copy of License Plate
Final Consumer Response /* (2000, 5, 2015/05/26) */
On 5/22, consumer called to say that the complaint had been resolved and she received her money, and asking that it be closed.
Mr. [redacted], Consultant Revdex.com of Akron [redacted] September 5, 2017 RE: Complaint ID# [redacted] Dear Mr. [redacted]: We are in receipt of Ms. [redacted]’s complaint. The [redacted]'s purchased a 2017 Jeep Renegade...
on August 29, 2017. Dan Millat, our New Car Manager, went over the numbers with them and they were happy. I personally spoke with them the previous Wednesday and Thursday and had a pleasant conversation. No one ever kept the keys to their trade vehicle or told them they could not leave. Upon later hearing they were questioning their purchase, I offered again to review the paperwork with them and they declined. Ultimately, if they were unhappy with the numbers presented to them they did not have to purchase the vehicle. It was their decision to move forward with the deal. At this time we offer them no compensation, as we feel we carried out the process and explained the purchase price as thoroughly as possible. Our offer to meet and review the paperwork still stands should they wish to discuss the documents again. If there are any further questions, please contact me at [redacted]. Sincerely, [redacted] General Sales Manager Fred Martin Superstore
I am rejecting this response because:
The abs light was never on that’s a lie only the track control light was on !
Mr. [redacted], Consultant Revdex.com of Akron 222 W. Market Street Akron, Ohio 443035 September 19, 2017 RE: Complaint ID# [redacted] Dear Mr. DeShon: We are in receipt of Mr. [redacted]’s complaint regarding his purchase of a 2014 Ford Focus on September...
2, 2017. This vehicle was spotted for delivery on the Saturday of a holiday weekend when many banks were closed for business. Formal approval for the purchase was not available, and later required proof of income in order to secure the approval. Mr. [redacted] left with the vehicle and a pre-approval, pending income verification. Mr. [redacted] overstated income on his Credit Application. When his proof of income could not verify this amount, a co-signer was necessary to secure formal bank approval. Mr. [redacted] was unable to secure a co-signer. The payment amount and interest rate have not changed on this approval because no such approval exists. Mr. [redacted] was pre-approved based upon inaccurate information that could not be substantiated. A higher down payment would certainly help banks deciding whether or not to approve this purchase without a co-signer because the amount financed would be lower. If Mr. [redacted] is able to find a co-signer, or provide a higher down payment, we can send his deal back to lenders to re-evaluate. Since neither of those events has occurred, we unfortunately had to take back the vehicle, as no bank will agree to fund the deal. Mr. [redacted] returned the vehicle this past weekend and his deposit was refunded in full. We would love to sell Mr. [redacted] a vehicle. The fact is that income was overstated, and lenders will not agree to fund the deal based upon proven income. We wish Mr. [redacted] the best and would be happy to help should his circumstances change. If there are any further questions, please contact me at [redacted]. Sincerely, [redacted] General Sales Manager Fred Martin Superstore
Initial Business Response /* (1000, 8, 2015/08/17) */
Brett S.
Fred Martin Superstore
Mr. [redacted], Consultant
Revdex.com of Akron
RE: Case# [redacted] Ms. [redacted]
Dear Mr. [redacted],
We are in...
receipt of Ms. [redacted]' complaint dated July 30, 2015.
[redacted] purchased a 2006 Dodge Stratus on March 24, 2015. At the time of delivery the vehicle had 120,694 miles. Our 58 point inspection was performed prior to offering the car for sale, and several repairs were performed including: front brakes, a belt tensioner and new belt, a blower fan motor, a power window motor and a 3rd brake light bulb.
Ms. [redacted] contacted her salesman, Dave S. on March 31st and told him the window sticker on the vehicle listed a keyless remote and that she did not receive one. Mr. S. explained that the sticker listed the cars original equipment as determined by the VIN number, but that we did not receive a remote when the car was traded in. We have no records to indicate that she called us about an exhaust issue.
On July 18th Ms. [redacted] brought the vehicle in with 126,288 miles with a concern over a knocking sound from the front end. We diagnosed the issue as right and left upper control arm assemblies. Her vehicles extended service contract was a Power Train Warranty that did not cover the control arm assemblies. Our Service Manager, Jim B. decided to cover the repairs under good will and only billed her the $100 deductible. Actual cost for the repair was $475.91. Our technician did note a slight brake pulsation, a serpentine belt missing a rib and some play in the tie rod ends. Ms. [redacted] declined to have these addressed. Ms. [redacted] had her oil changed somewhere else and they told her that her rear struts have a broken mount. Our technician didn't label the car as "unsafe" when he noted the needed repairs.
Although we do our best to proactively fix used cars prior to offering them for sale, issues may later arise that were unforeseeable. A 2006 vehicle with over 126,000 miles can be expected to need repairs. Ms. [redacted] repair issues do not warrant her vehicle being labeled a "lemon". We would be willing to inspect her rear suspension and serpentine belt at no charge to Ms. [redacted] to determine if there is an issue.
Sincerely,
Brett S.
General Sales Manager
Fred Martin Superstore
Initial Consumer Rebuttal /* (3000, 10, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attached a copy of my warranty stating that the control arms ARE covered. It is NOT just a powertrain warranty, it is a warranty from Power Train Warranty, Inc. per the paperwork and Fred Martin's service department.
I have also attached a copy of the invoice and vehicle checkup from when I had the car serviced at Fred Martin. The service department told me the tie rod ends were loose and needed replaced, the serpentine belt needed replaced and the front brakes needed replaced. When I spoke with the service representative, he said I "need to have these taken care of ASAP and it should not be driven very far!" I could not afford the outrageous amount the dealership quoted and Mr. S. stated they "would not cover it or do anything about it."
I have also attached the receipt from having my oil changed where it states at the bottom that the struts and assemblies need replaced. The dealership is about an hour from my home each way. I am not driving that distance to pay their outrageous prices for an oil change, when they specifically stated I do not have to have my oil changed by them, and my warranty is good as long as I have my oil changed by a business such as [redacted], [redacted] or [redacted]'s.
In addition to all of these issues, the engine is now bucking and constantly feels like it is going to stall.
Final Business Response /* (4000, 14, 2015/08/29) */
Brett S.
Fred Martin Superstore
Mr. [redacted], Consultant
Revdex.com of Akron
RE: Case# [redacted] Ms. [redacted] Answer to Rebuttal Information
Dear Mr. [redacted],
We are in receipt of Ms. [redacted]' rebuttal answer and the document she attached. Nothing that Ms. [redacted] has provided in her rebuttal changes our original answer. Ms. [redacted] needs to bring her vehicle into our Service Department. If a covered component needs replaced we will happily perform that work. Please contact Mr. Jim B., Service Manager, to schedule that appointment. He is aware of Ms. [redacted] situation and is awaiting her call.
We are willing to inspect her vehicle and determine if covered components need replaced at no charge to Ms. [redacted]. If you need any further information please call me at 330-753-4444.
Sincerely,
Brett S.
General Sales Manager
Fred Martin Superstore
BS/dh
Mr. [redacted], Consultant Revdex.com of Akron 222 W. Market Street Akron, Ohio 443035 January 22, 2018 RE: Complaint ID# [redacted] Dear Mr. [redacted]: We are in receipt of Mr. [redacted]’s complaint. Mr. [redacted] purchased a 2014 Jeep Patriot on December...
16, 2017. He informed his salesperson [redacted] that he was “turning in” his vehicle because he could no longer afford the payments. Page six of the attached documents indicate there was no trade vehicle included in his purchase. Mr. [redacted] did contact our dealership the day after purchasing the vehicle. We have records of his calls, as we record all calls to the dealership. The Compliance Manager that handled Mr. [redacted]’s purchase was off that day. Mr. [redacted] called and asked for the “Sales Department” where he asked general questions about our return policy. He called a third time that day and spoke with another salesperson regarding the policy. She informed him that he would need to bring the car in that day for the policy to be honored. He never came to the dealership and he never asked to speak with a manager. We did not hear from Mr. [redacted] again until December 21, 2017 where he again just asked for the Sales Department and was eventually transferred to [redacted]. Mr. [redacted] spoke to a manager on December 22, 2017 and asked to exchange the vehicle because his wife could not drive a manual vehicle. He was told he could not, as it was outside of our exchange policy window of five days. I reviewed the calls and can confirm he was never hung up on and his conversations were always cordial. I myself spoke with Mr. [redacted] and asked why he did not show up on December 17 when he indicated he would coming to return the vehicle within the required 24-hour time frame. He had no response. Mr. [redacted] was well aware that his wife was a co-buyer on the vehicle. She is listed on multiple documents, including the Retail Installment Contract (page one of the attachment) and subsequent documents related to the purchase (pages two thru five). At this time we deny Mr. [redacted]’s request to return the vehicle for a refund. He had 24 hours to exercise this option and did not show up to the dealership as he indicated he would in his phone call on December 17th. If he would have showed up then we could have fully complied with his request. If there are any further questions, please contact me at [redacted]. Sincerely, [redacted] General Sales Manager Fred Martin Superstore
Mr. [redacted], Consultant Revdex.com of Akron 222 W. Market Street Akron, Ohio 443035 August 9, 2017 RE: Complaint ID# [redacted] Dear Mr. [redacted]: We are in receipt of Mr. [redacted]’s Complaint. On July 31, 2017, Mr. [redacted] agreed to purchase a...
2010 Chrysler Town & Country with 93,982 miles on the odometer. We agreed to put new tires on the vehicle and complete the paintwork he requested be performed in order to solidify his purchase of the vehicle. Mr. [redacted] provided us with a down payment of $500 and signed our “Retail Buyer’s Order,” our purchase agreement document. He went to his credit union to arrange financing. The referenced document is attached as “Document 1” and uses the name [redacted], the legal name provided by Mr. [redacted]. While Mr. [redacted] arranged financing we completed the paintwork at our Collision Center. We also had new tires put on the vehicle in our Service Department. Given the high mileage on the vehicle, these are two repairs that would have not otherwise been completed had Mr. [redacted] not insisted they be performed in order for him to purchase the vehicle. We had every indication Mr. [redacted] was moving forward with the purchase of this vehicle and we were never asked to show him newer vehicles with less miles. In his own original Revdex.com complaint he states he requested the work to be done as part of signing a purchase agreement and placing a deposit on the vehicle. Please see attached “Document 2” and focus on yellow highlighted area. Given his own statement and signature on the “Retail Buyer’s Order,” he bought a vehicle. We agree to release Mr. [redacted] from the purchase agreement, but we are out the cost of the paintwork and tires, two expenses we cannot easily recoup. Both items combined exceed the $500 deposit, therefore we will not be refunding it. If there are any further questions, please contact me at (330) 753-4444. Sincerely, [redacted] General Sales Manager Fred Martin Superstore
I am rejecting this response because: I have received nothing from the transaction. They get to keep the vehicle and sell it for more with the work they supposedly performed. Again, I have my doubts that the work was ever completed to the vehicle. I would like the proof or pictures. Also want to know what they end up selling the vehicle for. I called on Wednesday to notify them not to proceed. This is a shady business tactic. They are upset that I went somewhere else. I did ask for a newer, lower mileage vehicle but they had nothing on the lot and steered me toward this vehicle in the back. They tried claiming they were going to put it for sale in the front after detailing was completed for $15,000 if didn't purchase it. They touted their "love it or return it" policy but conveniently left out that it was a bold faced lie and they never intend on refunding anything.
Initial Business Response /* (1000, 8, 2015/06/04) */
[redacted]
[redacted]
Fred Martin Superstore
[redacted]
[redacted], [redacted]
June 3, 2015
Mr. [redacted], Consultant
Revdex.com of...
Akron
[redacted]
[redacted]
RE: Case# [redacted] (Ref#[redacted]-[redacted]) Ms. [redacted]
Dear Mr. [redacted],
We are in receipt of Ms. [redacted]'s complaint dated May 20, 2015. Ms. [redacted] visited our store on April 10, 2015 after having spoken to our salesperson, Mr. [redacted] on the phone. When she arrived she worked a deal with Mr. [redacted]. Ms. [redacted]'s credit file made securing loan approval very difficult. Once we secured approval, Ms. [redacted] test drove the 2008 [redacted].
During that drive Ms. [redacted] felt the vehicle pulled to the left a little and thought that she heard a faint rattle. We serviced the vehicle on March 24, 2015 with 95,085 miles on the odometer. This service work cost $1,421.59. The service work included replacing the front brakes and installing a new O2 sensor, performing an oil change, and replacing light bulbs. Ms. [redacted] agreed to purchase the vehicle after the service was performed and we listed addressing the vehicle pulling to the left and fixing the rattle on our "We-Owe" form. In her complaint Ms. [redacted] references that we agreed to fix "everything". I don't know what that means but we certainly did not agree to fix everything. We agreed to fix what was on the "We Owe" and nothing more and nothing less. That is why it is defaulted to writing, we agreed and the customer agreed in writing to a specific set of repairs. At that time there was no discussion of any other issues with the vehicle.
Ms. [redacted] was not able to finance an extended service contract with her loan approval, but we did offer to sell her a service contract for cash. She declined our offer.
We had Ms. [redacted] bring the car into our Service Department on April 15 and we fixed the rattling heat shield. We also resurfaced the brake rotors to fix the pulling issue. This completed the repairs we had listed in writing on the "We-Owe". She had the car towed in on May 16 and our Service Department diagnosed the vehicle with a faulty throttle body. This item was not covered under the Lifetime Powertrain Warranty she received when the vehicle was purchased. We quoted her the repair cost for a new and a used throttle body.
Ms. [redacted] has been difficult for us to work with. She has used profanity and been abusive in her dealings with our Service Manager. She called her salesperson and said she would agree to pay for the repair if we knocked another $50.00 off the quote. We had already quoted the repair at our cost, but I agreed to pay $50.00 additional dollars towards the repair to rectify the situation. The next day after I agreed to this we received her complaint to the Revdex.com.
At this time we offer no additional discounts or concessions to Ms. [redacted]. I stand by my original offer. Should she wish our Service Department to complete the repair, she can contact our Service Manager, Mr. [redacted]. If I can provide any additional information please contact me.
Sincerely,
[redacted]
[redacted]
Fred Martin Superstore
Mr. [redacted], Consultant Revdex.com of Akron [redacted] February 15, 2018 RE: Complaint ID# [redacted] Dear Mr. [redacted]: We are in receipt of Mr. [redacted]’s complaint. Mr. [redacted] purchased a 2004 Dodge Ram 2500 on...
June 1, 2014. He did indeed have a no charge Engine Oil Maintenance Agreement during that transaction that was good for two oil changes per year for three years, a total of six. Due to a software error, that no charge oil change information was not uploaded immediately into the Speedy Wash and Lube software. As Mr. [redacted] described in his complaint when he went for his first oil change Speedy employees were unable to see it was free. He was charged for this oil change and agreed to pay for it. For this, we apologize. The salesperson who sold the truck no longer works for our company and we have no record of complaints stemming from this visit. We do not understand why Mr. [redacted] waited nearly four years to complain. Had this matter been brought to the attention of upper management by Mr. [redacted], either directly or through the Revdex.com, we would have had the opportunity to rectify it more quickly. When we first learned of this incident last week from Jennifer B[redacted], we attempted to resolve it immediately. We refunded the $151.13 he paid in error with his actual receipt from our oil change facility. We understand he has already received that check. We also offered to provide him six free oil changes, standard or diesel engine, for use with his current vehicle or vehicles. Mr. [redacted] expressed to us that this was not satisfactory, and that he preferred reimbursement for the oil changes he paid for during the time he owned the 2004 Dodge Ram 2500 in cash only. Per the Engine Oil Maintenance Agreement, Mr. [redacted] was owed six oil changes. We have already refunded him the $151.13 he paid for the first oil change. We request that Mr. [redacted] provide receipts or proof of service for five oil changes and we will refund his payments as long as the charges are reasonable. He can email these directly to [redacted], or mail them to her attention. Our initial offer of six free oil change certificates stands should Mr. [redacted] change his mind and choose this option. We sincerely regret this occurred, as we do value our customers and would never intentionally inconvenience them by not delivering a service they are entitled too. We have since upgraded our process and system to include electronic filing in the hopes of reducing clerical errors such as this. If there are any further questions, please contact me at [redacted]. Sincerely, Brett S[redacted] General Sales Manager Fred Martin Superstore
Initial Business Response /* (1000, 5, 2016/01/20) */
Mr. Jim B[redacted]
Service Manager
Fred Martin Superstore
3195 Barber Road
Barberton, Ohio 44203
Mr. David D[redacted], Consultant
Revdex.com of Akron
222 W. Market Street
Akron, Ohio 44303
January 18, 2016
RE: Case #[redacted]...
Revdex.com Complaint of Mr. Eric M[redacted]
Dear Mr. D[redacted]:
We are in receipt of Mr. Eric M[redacted]'s complaint. On July 14, 2015 Diana M[redacted] purchased a 2010 Ford Escape from our dealership. Included with her purchase was a complimentary Powertrain Limited Warranty. Additional service contracts that offered more comprehensive protection were declined by her during the purchase process.
On July 21, 2015, the vehicle was brought to our Service Department with three concerns: Tire Pressure Monitoring System (TPMS) light was on, possible water leak, and ignition switch sticks. The customer declined diagnosis of the water and ignition issue. One tire on the vehicle was replaced at no charge to correct the TPMS issue as a goodwill repair.
On December 29, 2015 the vehicle was scheduled for diagnosis on a transmission concern. The vehicle was diagnosed with an "Internal Transmission Failure". Per the Powertrain Warranty, the transmission was to be replaced with a different transmission at our discretion. A used transmission was selected as the replacement following usual and normal practices in our industry. Mr. M[redacted] declined to let us use the transmission that we had selected as he felt it had too many miles on it, compared to the mileage on the vehicle. We offered him the ability to have us use a transmission with fewer miles on it if he would pay the difference in price. He declined our offer and demanded that Fred Martin Superstore pay the cost for the lower mileage transmission. We declined as this is not what our written warranty paperwork called for in the situation.
We apologize if Mr. M[redacted] felt he was spoken to in a manner that was anything but respectful. It was no one's intention to make him feel threatened. Mr. Ron S[redacted], the Powertrain Warranty Administrator, simply wanted to convey that if Mr. M[redacted] didn't bring the vehicle into the Service Department by January 14, the transmission we had reserved for his repair would be have to be returned to the supplier. Another replacement transmission would have to be located, and his repair rescheduled until the part was in stock.
Mr. M[redacted] is welcome to reschedule his appointment for the transmission replacement. At the time of this response, we have do have a transmission with less miles on it that meets the terms of his contract as an appropriate replacement. I encourage him to contact me directly as soon as possible so that I may reserve this part for his repair. If there are any further questions, please contact me at (330) 753-4444.
Sincerely,
Jim B[redacted]
Service Manager
Fred Martin Superstore
I am rejecting this response because:
First and foremost, this vehicle was sold. With it went the file with any and all service receipts to the vehicle. The 'Oil Change Agreement' and financial contracts were removed from the file before selling. The truck was sold to a gentleman in Texas and I'm not about to bother him with this. I do this with every vehicle I own and sell - pass on all the maintenance records and receipts.Second, after the last Fred Martin oil change (that I paid for and was recently reimbursed), I started purchasing a premium oil at both Summit Racing and Napa in Copley Ohio called Schaefers. I then brought my own oil and filters for each oil change. The new owner received both the left over oil and the receipts for all purchases regarding this truck, no matter how small. Oil changes were performed in several locations, some on the road, some at Quality Automotive in Richfield and at least one time in Medina.Fred Martin Superstore builds the 'free' oil changes into the price of the vehicles and they have a monetary value of $151.13 per oil change, that's part of why I paid over book value.Fred Martin Speedy Wash & Lube is $34.95. The 5 remaining oil changes would amount to $755.65. Gasoline oil changes at the lowest level would be 21.62 oil changes in a gas car.To settle this matter I will accept 22 coupons (round up for bothering me for 3 years) for oil changes that I will pass on or donate to someone that needs them. There will be no additional fees, taxes, and the coupons or certificates must be able to be given away, sold, or otherwise used by someone other than myself. I have no plans on patronizing your business again in the future.You all have lost a good customer, referrals and family members who all purchase cars often. I'm sorry this couldn't have been dealt with when it needed to be dealt with.Regards,[redacted]
Initial Business Response /* (1000, 5, 2015/09/01) */
Brett S., General Sales Manager Fred Martin Superstore
...
September 1, 2015
Mr. [redacted], Consultant
Revdex.com of Akron
RE: Case# [redacted] Mrs. [redacted]
Dear Mr. [redacted],
We are in receipt of Mrs. [redacted]'s complaint dated August 18, 2015. Mrs. [redacted]'s daughter, [redacted], came to the dealership on July 29th, 2015 to purchase a vehicle from salesperson Eric B. Mr. B. and Ms. [redacted] know each other personally, and made arrangements to meet at the dealership to see what vehicle options would be available. It was known ahead of time that financing a vehicle with her limited credit history and current employment situation could be a challenge.
During this meeting a credit assessment was made, and it was determined that [redacted] would receive more favorable rates with a co-signer to help her finance a vehicle, especially given she wanted to purchase the vehicle with zero money down. [redacted] called her mother and she agreed to co-sign for her daughter. Mrs. [redacted] then gave Mr. [redacted] her credit information.
[redacted] picked out a 2007 Pontiac G6. A deal was structured and she went home to talk to her mom and think about the payment. [redacted] returned to the dealership on Friday, July 31st to tell Mr. [redacted] that the Pontiac G6 would be too high of a payment, and she'd like to look at other vehicles that would be less expensive. A 2006 Chevrolet Cobalt was selected, as the monthly payment would have been approximately $30 less. A time was set up for later that afternoon so [redacted] and [redacted] could visit the dealership and complete the paperwork to purchase the Cobalt.
Once at the dealership, [redacted] and [redacted] decided to purchase additional coverage on the vehicle via a Service Agreement and GAP coverage. [redacted] signed all the paperwork she needed to sign as a co-signer and was on her way. [redacted] left the dealership driving the Cobalt.
On the morning of August 5th, 2015, the lender to which we assigned the finance contract, Farmers National Bank, notified us the loan would not be approved. They stated the loan could not go through with financing the Service Agreement in addition to the vehicle, the total amount financed was over their cap. We tried sending the deal structure to another lender to get an approval that was exactly the same with the Gap and Service Agreement included. In the mean time we tried contacting [redacted] to let her know the lender turned down her loan based on financing the cost of the Service Agreement. We left her a voicemail. The call was not returned.
We called [redacted] on the 6th at 1:20 PM and left a message for her to call us about the loan. [redacted] returned that voicemail message at 1:32 pm and said they would be in to resign the paperwork together, understanding the Service Agreement had to come off the loan. She said she would call back and let us know what time they would be in together. We submitted the deal to one last lender in an effort to secure financing for the vehicle that included the extended Service Agreement. A total of three lenders were contacted including the 1st one Farmers National Bank, as is our standard practice to secure the best terms for our customers.
At 3:03 PM [redacted] called back to say they would be here in 30 minutes to return the vehicle. They did not want to purchase the vehicle without an Extended Service Agreement. From that point on, no other lenders were contacted.
We strive to exceed all our customers' expectations on every transaction and get them the best finance terms possible. We sometimes find it necessary to contact multiple lenders in order to come to terms agreeable for the customer. While it is unfortunate that Farmers National Bank turned down the additional funding of the Service Agreement, we cannot accept fault for trying to find alternate lenders with the same terms for our customers. In regards to credit scores, after the first auto specific credit inquiry is made no other automotive credit inquiries will affect either [redacted] or [redacted]'s credit score negatively, as long credit bureaus are pulled auto specific within 1 to 14 days. All credit reporting agencies recognize that customers may go from dealer to dealer shopping for a car and the best finance terms possible. If I can provide any other information please contact me at [redacted].
Sincerely,
Brett S.
General Sales Manager
Fred Martin Superstore
BS/dh
Mr. [redacted], Consultant Revdex.com of Akron 222 W. Market Street Akron, Ohio 443035 June 1, 2017 RE: Complaint ID# [redacted] Dear Mr. [redacted]: We are in receipt of Ms. [redacted] Complaint. Ms. [redacted] son [redacted] purchased a 2016 Hyundai Accent SE on...
May 19, 2017 from salesmen [redacted]. The vehicle was listed online as having keyless entry, but the remotes could not be located at the time of delivery. Mr. [redacted] did later mistakenly tell the [redacted] that the vehicle did not have keyless entry, as in the past Hyundai SE models did not have this feature. We truly apologize for his mistake and have spoken to [redacted] about the importance of using the VIN to identify vehicle specific features. We also apologize that the [redacted] were not promptly contacted by a manager once this mistake was discovered to properly address the situation and rectify it in a speedy manner. Ms. [redacted] has since spoke to manager [redacted] and myself regarding this matter. We will be providing two keyless remotes and a check for the cost to program them both for an amount quoted by a Hyundai dealer. Both will be mailed as soon as I have the remotes in hand. We are sorry that an issue as minor as a missing keyless entry remote has reached this level. We pride ourselves on promptly handling customer issues and this is not a situation we ever like to see occur. We wish Ms. [redacted] and her son [redacted] the very best and hope they will reconsider Fred Martin Superstore in the future, as this experience is not typical of the customer service we are accustomed to providing. If there are any further questions, please contact me at [redacted]. Sincerely, Brett S General Sales Manager Fred Martin Superstore
Mr. [redacted], Consultant Revdex.com of Akron [redacted] February 21, 2018 RE: Rebuttal to Complaint ID# [redacted] Dear Mr. [redacted]: We are in receipt of Mr. [redacted]’s response. We understand that he no longer owns a diesel vehicle, and that our offer of six free oil changes will not satisfy him because he paid for diesel during ownership of the 2004 Dodge Ram 2500. Our offer was for six free oil changes for a diesel or gasoline vehicle, and still stands should he want to accept them. We also understand that Mr. [redacted]’s time is valuable and he is often traveling. However, we don’t think is unreasonable to require proof that these diesel oil changes were performed on the vehicle in order to initiate a refund for the five oil changes he paid for out of pocket. This can be in the form of a receipt at the time of service, or even a service history report documenting the visits and the cost of the diesel oil changes from the facility that performed them. This should be something that is easily reproduced by any company that routinely performs these services. Again, we sincerely regret this occurred and would happily refund Mr. [redacted], but we do need proof of an expense incurring. If there are any further questions, please contact me at [redacted]. Sincerely, Brett S[redacted] General Sales Manager Fred Martin Superstore