Good Wheels

***,I received your complaintI have instructed ***, our Sales Manager to contact you about the truckI apologize if someone in my dealership was rude to you on the phoneSince we are all all human, and we are dealing with mechanical objects, things do sometimes happenI can not control
everyone, and everything, but as issues arise, I and my dealership, will do our best to resolve all issuesAt this point I would like to get the truck here, and get a look at it, and work on getting the issues resolvedIf you have any questions, *** is the main contact, but if for any reason your are not satisfied, contact me, *** JrI am fully confident that we will be able to come to a satisfactory conclusion to this matter.Sincerely,*** *** **Vice President - Good Wheels

May 13,2015 Re:        ID Number [redacted] To Whom it May Concern: We have received the above-referenced complaint and thank you for the opportunity to respond, As the complaint states, the customer purchased a 2002 [redacted] on August 27,2014. At the time, the...

vehicle had 110,524 miles and the customer purchased it for $7,999. Her vehicle came with a thirty day or 1,000 mile warranty (whichever occurs first) with no deductible, and she also elected to purchase the optional extended service contract which provides powertrain coverage for two years or 24,000 miles, whichever occurs first. There is a $100 per visit deductible as part of the contract. All of our vehicles are reconditioned prior to being placed for sale on the lot, and customers always have the option to take any vehicle to a mechanic of their choice prior to purchasing the vehicle. A copy of this form with the customer's signature acknowledging such is included for your review. As the customer states, on September 2, 2014, she called in with a service concern of squealing brakes and a check engine light. The car was repaired and returned to the customer at no cost to her. On November 25,2014, the customer called in stating the vehicle had a brake noise and was asked if she had a mechanic of choice to go to, as most of our service work is vended out to local mechanics who may handle the work quicker than our small garage. She stated "never mind" and hung up without getting any information. On December 22,2014 the customer stopped in with her mother and stated there was a brake noise and power steering leak; she was again advised to take the vehicle to a mechanic of her choice and to have them call with an estimate. We had no correspondences with the customer or a mechanic until our Sales Consultant called the customer on January 6,2015 to wish her a happy birthday. At this time she stated she liked the car but had a couple of issues but had to cancel her service appointment as the funds for her deductible were not available to her at the time. She called on January 19,2015 stating she had the funds available and was advised again to take the vehicle to a mechanic and have them call with an estimate. She was provided a name and phone number of a local vendor who called the following day with an estimate of repairs, which were approved with the customer owing only her deductible. At the time, the vehicle had 118,517 miles on it and this was the first time the customer owed anything out-of-pocket, which was her deductible amount as outlined in the terms of her extended service contract. We have had no contact with the customer regarding any service issues since January 19,2015. At no time has the need for a transmission been brought to our attention by the customer or any mechanic, and has not been authorized by the warranty company, so we cannot offer any insight as to why the customer may have been waiting three weeks for a transmission, as it has not gone through the proper channels. The first time hearing about this issue is when we received the customer's complaint to the Bureau. The process for filing a warranty claim is clearly outlined on the extended service contract, and any claims that do not go through that proper process may be denied. We are sure the customer understands that vehicles do have issues from time to time, and that vehicles do require general maintenance and upkeep. While we do not have the current mileage on the vehicle, based on the mileage In January, we can estimate that there is somewhere around 126,000 miles on the vehicle currently. While we certainly wish we could, we have no way of knowing what service issues may arise after nearly ten months of ownership and approximately 15,000 miles being put on the vehicle. We provide our customers with a quality product and offer additional products to assist them should they encounter service issues, which is what her extended service contract would offer, provided she was still under the allotted time and mileage. However, we cannot assist anyone without knowing there is a problem. We invite the customer to come in and review again the terms of her extended service contract to ensure she is aware of what is covered and what is not, as general maintenance items such as brakes, rotors, and tires are considered general wear items and are not covered. We also welcome her to contact the Customer Service Department and make arrangements for her vehicle to be reviewed by an authorized repair facility that can submit any appropriate estimates for review by the warranty company.   Again, we thank the Bureau for the opportunity to respond and appreciate the platform provided to both consumers and businesses. We look forward to hearing from the customer and working towards a solution. Regards,[redacted]General Manager

[redacted],I received your complaint. I have instructed [redacted], our Sales Manager to contact you about the truck. I apologize if someone in my dealership was rude to you on the phone. Since we are all all human, and we are dealing with mechanical objects, things do sometimes happen. I can not...

control everyone, and everything, but as issues arise, I and my dealership, will do our best to resolve all issues. At this point I would like to get the truck here, and get a look at it, and work on getting the issues resolved. If you have any questions, [redacted] is the main contact, but if for any reason your are not satisfied, contact me, [redacted] Jr. I am fully confident that we will be able to come to a satisfactory conclusion to this matter.
Sincerely,
[redacted]
Vice President - Good Wheels

Review: I purchased a vehicle from this business a about two years ago and had nothing but problems with it. I ended up driving it with no brakes because the brake line was so rotted out. I had not purchased an extended warranty because I felt they would stand behind the vehicles they sold. My payment was too high and interest was very high so I could not afford to add more for a warranty. I was trying to rebuild my credit by dealing going through them. After having issues for a while I felt like I didnt want to spend a few more years paying on a faulty vehicle and asked to trade for a different one, giving the dealership the benefit of the doubt and thinking it was just that vehicle. They set me up with a different one and I decided to buy the extended warranty this time even though it would make payment higher and after being assured it would cover any issues. The day I went to pick it up the car would not start. It took a long time and they said it was a battery issue from the cold weather. On my way home the change oil light came on. I called and asked why they would sell the vehicle without an oil change and he said he would look into it. He then said it had been changed but light wasn't reset. When I test drove it the light wasn't on and when I started it it did not come on, only after driving it for a while. Over time different lights would come on and go off on the dash. I didnt drive it everyday so it a little time to see that there was a problem. I finally decided to take it for service but it broke down. The dealership told me to have it towed to a local mechanic which I did. He found rodent damage and wires with tape on them going into the battery terminal. The dealership then wanted to take it to their mechanic which ended up being an auto body shop they owned. They determined it was rodent damage which I already knew. They wanted me to file an insurance claim but I had a high deductible and felt they should be responsible, and it was not covered under the warranty I was paying for.Desired Settlement: When my insurance company requested to have the vehicle towed to a location where the adjuster could go over it I arranged for the towing. An employee of theirs called the tow company and cancelled the tow, refusing to release the vehicle. They then offered because I was complaining to purchase the vehicle back but because I had no vehicle anymore I had no way to get to their location. They have now sent me a letter for repo. I want a refund of both down payments and payments made.

Business

Response:

We have received the above referenced complaint and thank the Bureau for the opportunity and platform to respond.

Ms. [redacted] purchased a 2008 Ford Explorer from Good Wheels on January 4, 2014 when she traded in her 2003 Dodge Dakota that she had also purchased from Good Wheels in March of 2013. As Ms. [redacted] mentioned in her correspondence, she had a service problem with her Dakota in September of 2013. What she fails to mention in her complaint is that as a gesture of goodwill, despite Ms. [redacted] not purchasing an extended service agreement on the Dakota, Good Wheels made a payment of $184.66 to her lender which enabled to pay her mechanic, and in October of 2013, Good Wheels paid for a transmission pan replacement in the amount of $262.81, again at no cost to Ms. [redacted].

In January of this year, Ms. [redacted] made the choice to do business with Good Wheels again, which is when she purchased her 2008 Explorer. Ms. [redacted] did call shortly after purchase to inquire about an oil light, and was advised that the oil was changed as part of the reconditioning process, and that it was possible that the mechanic did not reset the oil sensor. Ms. [redacted] did not contact us again regarding this issue, or any other issue, and therefore we were under the impression that the light had either gone out or she had taken it to have the sensor reset. As we have expressed to her multiple times, had we known this was not the case, we would have taken appropriate steps to rectify the situation. We are simply unable to fix something we don't know is broken.

On June 20, 2014 Ms. [redacted] contacted our Service Department stating that she didn't drive the Explorer daily, but that it would not start. She stated she had a friend with a garage and a tow truck and she was going to have it towed to the friend's garage.

On June 23,2014, [redacted], the mechanic of Ms. [redacted]'s choosing called to inform the Service Department that they found a mouse nest underthe hood and chewed wires for the Anti-Lock Brake System and Alternator. Ms. [redacted] was informed at this time that the Extended Service Agreement that she purchased did not cover damage caused by an animal, but that the Comprehensive aspect of her automobile insurance should and was advised to file a claim with her insurance company.

Over the past six weeks, Ms. [redacted] has refused to communicate by phone, only email. During these emails, she expressed doubt that the wiring damage was from an animal, so we offered to have it towed to a repair facility that deals with these types of things for another opinion. As a courtesy to Ms. [redacted], we paid [redacted]'s outstanding invoice in the amount of $123.50, and also paid for the tow bill in the amount of $220.00, at no time asking Ms. [redacted] for reimbursement. The vehicle was towed to the repair facility Ms, [redacted] references in her complaint, but she is incorrect that it is owned by the dealership, which Ms. [redacted] was informed of via email on July 16th, when she asked about this matter. Additionally, Ms. [redacted] was told multiple times that while this was a repair shop that we used and trusted, she could have it taken anywhere she wanted. Each time, she declined and said our recommendation was fine.

Review: I purchased this car not even a year ago and within the first month I already had a problem with it. I told Good Wheels and they were very rude with me when I told them. It got fixed but then a month later there was another problem. I continue to fix my car and deal with the employees attitudes. It has come to the point were I pay over the phone to avoid their rude attitudes and I continue to put up with my car falling to pieces. With my payments and fixing my car I'm spending more than needed...at this point I wouldn't recommend Good Wheels to anyone I know. Within the first 6 months of having my car the gas tank already needed fixed, brakes (which is normal), went once to get my transmission leak fixed and then about 2 weeks later it was leaking again, so I took it back so they could look at it and they ended up telling me that my transmission was bad because of the transmission seals, so I've been waiting about 3 weeks now to have my transmission shipped in so they could replace it, my rotors are bad but what I'm most mad it is they told me now of this when I purchased my car. I will continue to tell people what is wrong with my car so they can avoid the problems I'm having. I hope you fix this soon. Thank you and have a nice day.Desired Settlement: A car worth the money I've already spent.

Business

Response:

May 13,2015 Re: ID Number [redacted] To Whom it May Concern: We have received the above-referenced complaint and thank you for the opportunity to respond, As the complaint states, the customer purchased a 2002 [redacted] on August 27,2014. At the time, the vehicle had 110,524 miles and the customer purchased it for $7,999. Her vehicle came with a thirty day or 1,000 mile warranty (whichever occurs first) with no deductible, and she also elected to purchase the optional extended service contract which provides powertrain coverage for two years or 24,000 miles, whichever occurs first. There is a $100 per visit deductible as part of the contract. All of our vehicles are reconditioned prior to being placed for sale on the lot, and customers always have the option to take any vehicle to a mechanic of their choice prior to purchasing the vehicle. A copy of this form with the customer's signature acknowledging such is included for your review. As the customer states, on September 2, 2014, she called in with a service concern of squealing brakes and a check engine light. The car was repaired and returned to the customer at no cost to her. On November 25,2014, the customer called in stating the vehicle had a brake noise and was asked if she had a mechanic of choice to go to, as most of our service work is vended out to local mechanics who may handle the work quicker than our small garage. She stated "never mind" and hung up without getting any information. On December 22,2014 the customer stopped in with her mother and stated there was a brake noise and power steering leak; she was again advised to take the vehicle to a mechanic of her choice and to have them call with an estimate. We had no correspondences with the customer or a mechanic until our Sales Consultant called the customer on January 6,2015 to wish her a happy birthday. At this time she stated she liked the car but had a couple of issues but had to cancel her service appointment as the funds for her deductible were not available to her at the time. She called on January 19,2015 stating she had the funds available and was advised again to take the vehicle to a mechanic and have them call with an estimate. She was provided a name and phone number of a local vendor who called the following day with an estimate of repairs, which were approved with the customer owing only her deductible. At the time, the vehicle had 118,517 miles on it and this was the first time the customer owed anything out-of-pocket, which was her deductible amount as outlined in the terms of her extended service contract.