Good Guys Auto Group

Good Afternoon [redacted] It was brought to my attention ffat there was a complaint to your omce, in the matter concerning a recent customer of ours, Ms [redacted] (and Ülfriend)I'd like to submit the details ofthis matter for your reviewOn January 2nd 2018, Ms [redacted] and her Ü1friend came into our dealership to purchase a vehicleShe filled out an application for a vehicle loan, and by the information given, was approvedContrary to complaint of Ms [redacted] ***, all lights were in working condidonOLE dealership will not ever allow a customer to purchase, nor test drive, a vehicle widl lights that are not operating, as this is a major liability to our business and the safety of our customersThe radio was the only issue that this vehicle had to our knowledgeMs [redacted] was fine uith fixing this herselfShe left with the vehicle that dayA few days later, Ms [redacted] called us to let us know about an issue she was having with the back window not rolling back up, (a common problem with cars that are aged due to individual window motors that die after We ageed that she could bring the car back to our dealership, and that our technician would look at it and we would fix that for herWe also agreed to look her radio, and if it was a fuse, we would also fix that for her (even though we were not required to do so.) When the day came to bring in the car, she called us and told us that her back window had now shatteredAlthough she claims that a -9-degree wind chill is the culprit, by standards of vehicle makers, that just isn't the caseThe logical explanation for dlis, is that hot water must have been poured on the rear windshield in efforts to quickly defrost and clear any ice on the glassWe still asked her to bring in the vehicle and told her we would look into it When she mived, we gave her a loaner vehicle to drive, (even though we were not required to do so.) Vtthile our highly knowledgeable and veteran technician was working on these issues, he reaffrmed the rear windshield breakage was not a random occurrence but had evidence of characteristics of a hot water pour to the windshieldThese issues aside, the most important part ofthis customer incident occurred when we received word from the Lenda with proof, that this customer has submited falsified documents, that they would not acceptI do not want to include these here because of privacy issues, however we do have them available hae at our dealership if you would like to see themUpon receiving this info from the bank, we called Ms [redacted] and asked her to bring back our loaner vehicleWhen she ærived, our finance director explained to them what had happenedThey did not argue that they were fake documents, however they were very insistent that rettrn ffe $downOur finance director explained to them why we could not return the money down, and although we had the right to press charges for submitting falsified documents, we would notThey became outraged, and the situation quickly became escalated with immediate yelling and name calling, including but not limited to "You e", (my finance director is African-American.) We asked them to leave, but the hostile slamming of doors and show continued until cops were finally ca.lled (police report also available if needed,) They finally left, but not before there was a long and loud show put on by these two ladies and their son in front of all of our employees and other customersWe did not charge them for the use of otu vehicles for that time, however we did charge Ms [redacted] for the replacement ofthe back windshieldWe too have record of the repair with costs associated, for the replacement ofthis rear windshieldI would like to add that Good Guys Auto Group is in the business of being as fair as possible and takes the satisfaction of all ofour customers very seriouslyWe hope to resolve any matters concerning our customers as effciently and effectively as possible

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Regards, [redacted]

I purchased a vehicle that turned out to be a lemonWe contacted the dealer and spoke to them to get this issue resolvedThey were not willing to admit that they sold us a lemon and kept our down payment instead of applying it towards our lease purchaseThis car lot is the first car lot I have ever been to where the down payment is for them to keepEvery past vehicle I purchased from other car lots have deducted the down payment towards our purchaseThe car broke down with in two monthsThis is not good business for themI would not recommend buying a car from them

Good Afternoon Ms*** This letter is in response to a complaint made by Ms*** *** with the Revdex.com ID of 12657850. Our office has since made right with said customer and has offered reciprocation for any confusion that has led to dispute concerning her vehicleAfter being notified
of this case, I have assigned this matter to attention of my General Manager, *** *** who will personally handle any further concerns from Ms***We want our customer to be satisfied with our handling of this matter, and Ms*** has since assured us that she isThank you for your attention to this matterGood Guys Auto Group takes our customer experiences very seriously and uses them as learning opportunities to improve future business procedures Regards, *** *** *** Director of Operations Good Guys Auto Group *** *** *** San Antonio, TX *** *** Fax:

Complaint: [redacted]
I am rejecting this response because:
The car lights didn't work the brake lights didn't work n all this was when we were driving off there lot n they told us to come back the next day which we did n they put the car in the shop it was in there shop for 2 wks n still problem is all the story is not correct at all I have them a whole list of the things wrong with the car I drove off the lot around 5 or 6 n returned to there lot in the morning at 9 which I caught the owner there n they said we will fix it all n put u in a lender car
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Good Afternoon [redacted] It was brought to my attention ffat there was a complaint to your omce, in the matter concerning a recent customer of ours, Ms. [redacted] (and Ülfriend). I'd like to submit the details ofthis matter for your review. On January 2nd 2018, Ms. [redacted] and...

her Ü1friend came into our dealership to purchase a vehicle. She filled out an application for a vehicle loan, and by the information given, was approved. Contrary to complaint of Ms. [redacted], all lights were in working condidon. OLE dealership will not ever allow a customer to purchase, nor test drive, a vehicle widl lights that are not operating, as this is a major liability to our business and the safety of our customers. The radio was the only issue that this vehicle had to our knowledge. Ms. [redacted] was fine uith fixing this herself. She left with the vehicle that day. A few days later, Ms. [redacted] called us to let us know about an issue she was having with the back window not rolling back up, (a common problem with cars that are aged due to individual window motors that die after   We ageed that she could bring the car back to our dealership, and that our technician would look at it and we would fix that for her. We also agreed to look her radio, and if it was a fuse, we would also fix that for her (even though we were not required to do so.) When the day came to bring in the car, she called us and told us that her back window had now shattered. Although she claims that a -9-degree wind chill is the culprit, by standards of vehicle makers, that just isn't the case. The logical explanation for dlis, is that hot water must have been poured on the rear windshield in efforts to quickly defrost and clear any ice on the glass. We still asked her to bring in the vehicle and told her we would look into it When she mived, we gave her a loaner vehicle to drive, (even though we were not required to do so.) Vtthile our highly knowledgeable and veteran technician was working on these issues, he reaffrmed the rear windshield breakage was not a random occurrence but had evidence of characteristics of a hot water pour to the windshield. These issues aside, the most important part ofthis customer incident occurred when we received word from the Lenda with proof, that this customer has submited falsified documents, that they would not accept. I do not want to include these here because of privacy issues, however we do have them available hae at our dealership if you would like to see them. Upon receiving this info from the bank, we called Ms. [redacted] and asked her to bring back our loaner vehicle. When she ærived, our finance director explained to them what had happened. They did not argue that they were fake documents, however they were very insistent that rettrn ffe $500 down. Our finance director explained to them why we could not return the money down, and although we had the right to press charges for submitting falsified documents, we would not. They became outraged, and the situation quickly became escalated with immediate yelling and name calling, including but not limited to "You     e", (my finance director is African-American.) We asked them to leave, but the hostile slamming of doors and show continued until cops were finally ca.lled (police report also available if needed,) They finally left, but not before there was a long and loud show put on by these two ladies and their son in front of all of our employees and other customers. We did not charge them for the use of otu vehicles for that time, however we did charge Ms. [redacted] for the replacement ofthe back windshield. We too have record of the repair with costs associated, for the replacement ofthis rear windshield. I would like to add that Good Guys Auto Group is in the business of being as fair as possible and takes the satisfaction of all ofour customers very seriously. We hope to resolve any matters concerning our customers as effciently and effectively as possible.