This customer had the vehicle picked up last Thursday and is no longer in our possession. At this point, we have agreed to refund the cost of the diagnosis that she paid us. Thank you, DeMontrond Management
Service center means bring the trailer into the shop. We are not a mobile service…Per manufacture of any sold units- there are warranty procedures that any repair shop has to do- meaning testing and diagnostic testing before anything. We do not build these and we have no control over the manufacture warranty process- but as a selling dealer and authorized repair shop we have guidelines to follow per our dealer and service agreements with all manufactures. Again, this customer is more than welcome to schedule an appointment convenient to their schedule and we will prioritized the diagnosis.
Upon first visit, diagnoses discovered that the radiator was physically damaged. We replaced it with customer approval. The technician did perform a test drive of the vehicle once the repair was completed and there was no overheating. The person that the repair order was written up...
under is: Marsha [redacted] and this is the same person that approved repair and picked up the vehicle. Shortly after picking up the vehicle overheated and had to be towed back. We returned the customer a loaner vehicle. Once vehicle was diagnosed again, it was discovered that the cylinder head gasket was leaking. This repair was approved by the Warranty after being submitted by our service shop. The radiator was not a Warranty covered item because it is not a power train warranty covered item and the fact it was physically damaged.
Per warranty repair standards an attempt to repair the cylinder was sent to the machine shop as directed, it was unable to be repaired. Warranty then approved a new cylinder to replace it. This is all done per warranty standards and requirements in order to have the repair covered 100%. The status of the vehicle today is on test drive for possible completion. The customer questioned the water pump, which at this time and time of vehicle check in was not a leaking or damaged part to our knowledge. The technician will confirm the water pump is active and good today upon the final diagnosis. The customer will be notified once the technician has confirmed the repair. We have also covered costs on the Dealer loaner vehicle with no charge to the customer for the 30 days the repair has been going on.
There will be no reimbursement for the radiator replacement. The customer will be informed today of the vehicle status. Per Service Manager: [redacted]
Executive Assistant
DeMontrond
Sent: Monday, February 20, 2017 12:15 PM Subject: Revdex.com Complaint [redacted] It is also my understanding that we have been communicating regularly with this guest and that we are working to resolving this matter. Thanks! Warm Regards, Melissa D[redacted] DeMontrond® Family of Dealerships Conroe •...
Houston • Texas City Exclusive Home of Warranty Forever!®
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business...
in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Hi Sir/Madam Please ask them to forward me the [redacted] tracking number so I can track it on my end Thanks[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
From his response, you can clearly see there is no care or concern from their establishment! That is exactly how they treated me when I was there as a customer trusting them with my vehicle! You would think, the least they would do after lying to me about my car to try and get me to buy another vehicle from them and making me spend money on a tow and having to go days without a car because they said it no longer worked, they would at LEAST APOLOGIZE! Its clear Demontrond on 45 north freeway needs to treat their customers better! Their customer service on a scale of 1 to 10 is a negative one (-1)! I was so deeply hurt and disappointed that I was lied to and treated like I did not even matter to them after I chose to bring my car to them! At this point I have put it God's hands and I pray that they never do anyone the way they did me!!!!!!!
After researching the service records, we have not been able to diagnose this vehicle. We have not seen the vehicle to validate the customer's concerns. We would be happy to do so if the customer would like to make an appointment and bring the vehicle to us for a diagnoses.
Thank You,...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
This car dealership is doing advertising with stated prices for your personal trade in that they can't possibly honor and when a potential customer comes to their store in response to the personally addressed add they are told lies regarding such. We feel what they did was certainly unethical if not illegal and want this researched by someone besides them. Would you you accept the word of the fox who raided the chicken house to investigate why he did it? I doubt it! Please have them investigated for fraud and doing it using the [redacted] to facilitate that!!!!
[redacted] will need to address this matter with his insurance company. The dent/scratches on [redacted]'s car were noted on the original insurance estimate as unrelated prior damage. The attached photo was taken when [redacted] dropped his car off to us.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
The customer has picked her car up. We have refunded her money that was given us. She is taking her vehicle elsewhere. There is NOTHING left to dispute, We consider this case closed Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory...
to me. Sent: Tuesday, August 18, 2015 2:38 PM To: drteam Subject: Re: complaint #[redacted] Please change the dissatisfied customer to satisfied. If I do not get my refund form [redacted]. I will file another complaint.Best Regards[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,Demontronds service manager Joey [redacted] told me to go and get a second option if I didn't believe their diagnosis was true, and when I agreed to do that I asked him was he going to pay for the second opinion and he told me he would refund the money I spent with them for the diagnostic to get the second opinion. So I did go to to pick up the check to go get the second opinion. I took it to [redacted] in Kingwood, Tx. They told me my engine was fine and all I needed was part #'s 39210-2g100, 39210-2g200 and 39300-2b100 three sensors and a belt to take care of the problem I was having. I understand my car has 200k miles on it, but was still working and driving well except for the acceleration problem I was having which was the reason I took it to Demontrond, the place I bought the car from to get a diagnostic. Your whole staff lied to me and treated me poorly to try and get me to buy a car. I loved Demontrond and I have been there throughout my time Ive had my car for all of my maintenance you can check your comouter. When I was ready to buy a new car I was going to come there to purchase one but now I would rather walk then spend a quarter with your business.
The key is currently at the parts department. Mr B[redacted] has called and left two messages in the last two days. The car needs to be brought in so that the key can be programmed to the vehicle. Mr B[redacted] has been trying to contact to set this process up with customer and...
Customer has been coming here since 2013 and spending $1200 cp and $1000 warranty work.
She did not purchase vehicle from us.
Customers concern is when her 4cyl vehicle is driven for long periods of time and she starts to run into...
hills and you have to be at speeds of 80 MPH + the trans starts to overheat.
THIS IS NORMAL
She feels it is not and we have tried to duplicate within the posted speed limit within a 20-30 minute test drive and have not been able to duplicate her concern.
I spoke with her in person last week to let her know there are 11 other vehicles ahead of her and it could be a week to 2 weeks out before we could look at her vehicle. She was demanding a loaner I explained loaners are based upon repair work being done and a case by case decision.
She elected to driver her car for now until she can get it in. I explained that she always had the option to take it to her selling dealer, but she wants it to be serviced here.
I do not see where we did any transmission repair at 50k miles. 82k is the first repair I see for transmission concerns.
This customer had the vehicle picked up last Thursday and is no longer in our possession. At this point, we have agreed to refund the cost of the diagnosis that she paid us. Thank you, DeMontrond Management
Service center means bring the trailer into the shop. We are not a mobile service…Per manufacture of any sold units- there are warranty procedures that any repair shop has to do- meaning testing and diagnostic testing before anything. We do not build these and we have no control over the manufacture warranty process- but as a selling dealer and authorized repair shop we have guidelines to follow per our dealer and service agreements with all manufactures. Again, this customer is more than welcome to schedule an appointment convenient to their schedule and we will prioritized the diagnosis.
Upon first visit, diagnoses discovered that the radiator was physically damaged. We replaced it with customer approval. The technician did perform a test drive of the vehicle once the repair was completed and there was no overheating. The person that the repair order was written up...
under is: Marsha [redacted] and this is the same person that approved repair and picked up the vehicle. Shortly after picking up the vehicle overheated and had to be towed back. We returned the customer a loaner vehicle. Once vehicle was diagnosed again, it was discovered that the cylinder head gasket was leaking. This repair was approved by the Warranty after being submitted by our service shop. The radiator was not a Warranty covered item because it is not a power train warranty covered item and the fact it was physically damaged.
Per warranty repair standards an attempt to repair the cylinder was sent to the machine shop as directed, it was unable to be repaired. Warranty then approved a new cylinder to replace it. This is all done per warranty standards and requirements in order to have the repair covered 100%. The status of the vehicle today is on test drive for possible completion. The customer questioned the water pump, which at this time and time of vehicle check in was not a leaking or damaged part to our knowledge. The technician will confirm the water pump is active and good today upon the final diagnosis. The customer will be notified once the technician has confirmed the repair. We have also covered costs on the Dealer loaner vehicle with no charge to the customer for the 30 days the repair has been going on.
There will be no reimbursement for the radiator replacement. The customer will be informed today of the vehicle status. Per Service Manager: [redacted]
Executive Assistant
DeMontrond
Sent: Monday, February 20, 2017 12:15 PM Subject: Revdex.com Complaint [redacted] It is also my understanding that we have been communicating regularly with this guest and that we are working to resolving this matter. Thanks! Warm Regards, Melissa D[redacted] DeMontrond® Family of Dealerships Conroe •...
Houston • Texas City Exclusive Home of Warranty Forever!®
We have refunded this customer in full and she has picked up her refund.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business...
in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Hi Sir/Madam Please ask them to forward me the [redacted] tracking number so I can track it on my end Thanks[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
From his response, you can clearly see there is no care or concern from their establishment! That is exactly how they treated me when I was there as a customer trusting them with my vehicle! You would think, the least they would do after lying to me about my car to try and get me to buy another vehicle from them and making me spend money on a tow and having to go days without a car because they said it no longer worked, they would at LEAST APOLOGIZE! Its clear Demontrond on 45 north freeway needs to treat their customers better! Their customer service on a scale of 1 to 10 is a negative one (-1)! I was so deeply hurt and disappointed that I was lied to and treated like I did not even matter to them after I chose to bring my car to them! At this point I have put it God's hands and I pray that they never do anyone the way they did me!!!!!!!
Attached are two files. One file has the date and stamp information from my device. The other is of the shipping blocks.
After researching the service records, we have not been able to diagnose this vehicle. We have not seen the vehicle to validate the customer's concerns. We would be happy to do so if the customer would like to make an appointment and bring the vehicle to us for a diagnoses.
Thank You,...
DeMontrond Management
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
This car dealership is doing advertising with stated prices for your personal trade in that they can't possibly honor and when a potential customer comes to their store in response to the personally addressed add they are told lies regarding such. We feel what they did was certainly unethical if not illegal and want this researched by someone besides them. Would you you accept the word of the fox who raided the chicken house to investigate why he did it? I doubt it! Please have them investigated for fraud and doing it using the [redacted] to facilitate that!!!!
[redacted] will need to address this matter with his insurance company. The dent/scratches on [redacted]'s car were noted on the original insurance estimate as unrelated prior damage. The attached photo was taken when [redacted] dropped his car off to us.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
The customer has picked her car up. We have refunded her money that was given us. She is taking her vehicle elsewhere. There is NOTHING left to dispute, We consider this case closed Thank you
Our Service Director has contacted the customer and we have agreed and refunded her cost back to her. She agreed to remove the complaint.
Thank You,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory...
to me. Sent: Tuesday, August 18, 2015 2:38 PM To: drteam Subject: Re: complaint #[redacted] Please change the dissatisfied customer to satisfied. If I do not get my refund form [redacted]. I will file another complaint.Best Regards[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,Demontronds service manager Joey [redacted] told me to go and get a second option if I didn't believe their diagnosis was true, and when I agreed to do that I asked him was he going to pay for the second opinion and he told me he would refund the money I spent with them for the diagnostic to get the second opinion. So I did go to to pick up the check to go get the second opinion. I took it to [redacted] in Kingwood, Tx. They told me my engine was fine and all I needed was part #'s 39210-2g100, 39210-2g200 and 39300-2b100 three sensors and a belt to take care of the problem I was having. I understand my car has 200k miles on it, but was still working and driving well except for the acceleration problem I was having which was the reason I took it to Demontrond, the place I bought the car from to get a diagnostic. Your whole staff lied to me and treated me poorly to try and get me to buy a car. I loved Demontrond and I have been there throughout my time Ive had my car for all of my maintenance you can check your comouter. When I was ready to buy a new car I was going to come there to purchase one but now I would rather walk then spend a quarter with your business.
The key is currently at the parts department. Mr B[redacted] has called and left two messages in the last two days. The car needs to be brought in so that the key can be programmed to the vehicle. Mr B[redacted] has been trying to contact to set this process up with customer and...
service department.
The title has been [redacted] should recieve in a day or 2
I have reviewed the past 4 visits
Customer has been coming here since 2013 and spending $1200 cp and $1000 warranty work.
She did not purchase vehicle from us.
Customers concern is when her 4cyl vehicle is driven for long periods of time and she starts to run into...
hills and you have to be at speeds of 80 MPH + the trans starts to overheat.
THIS IS NORMAL
She feels it is not and we have tried to duplicate within the posted speed limit within a 20-30 minute test drive and have not been able to duplicate her concern.
I spoke with her in person last week to let her know there are 11 other vehicles ahead of her and it could be a week to 2 weeks out before we could look at her vehicle. She was demanding a loaner I explained loaners are based upon repair work being done and a case by case decision.
She elected to driver her car for now until she can get it in. I explained that she always had the option to take it to her selling dealer, but she wants it to be serviced here.
I do not see where we did any transmission repair at 50k miles. 82k is the first repair I see for transmission concerns.
M[redacted]
[redacted]
Service Manager
[redacted]