Initial Business Response /* (1000, 5, 2016/06/15) */
The vehicle sold was used and has been repaired at Green Dodge free of charge
Initial Consumer Rebuttal /* (3000, 7, 2016/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response of "the
vehicle being fixed free of charge" is not acceptable because it's covered under the extended warranty, this vehicle was has been in the shop times (for check engine light).As a customer I am very dissatisfied with the attitude and unprofessional behavior from Green Mazda.They sold a vehicle that has had issues from the time it left the car lot.I haven't had the "joy" of getting a new vehicle because every week it has to go to the shop for a different issueAll I wanted to do when I went to Green Mazda is to down size my previous vehicle and be in a smaller, reliable vehicleI do not feel that taking a vehicle every week is acceptable.I am expected to pay a car note and I barely have the vehicle in my possession.Green Mazda is a very large company and if they have no problem treating customers like myself in this manner; they are probably doing this to the elderlyAll I want is a reliable vehicle that I can feel safe in and not have to take to get fixed every week
I'm sorry that we've provided a bad experience on this order. We have a valid prescription on file at this time and if you'd like us to ship your patient a free FitLife Total Face CPAP Mask with Headgear - Large Adult we will do so if you'll confirm the ship to address. There were several break downs that occured on this order:We must have a prescription signed by a licensed physician before we can ship machine and masks orders as the FDA designates both of these product types as Class II medical devices. The initial prescription received was signed by an RRT and not a licensed physician. We must have a prescription in the name of the person to whom the product will be dispensed and that name must match the name on the orderThe order was in your name as the RRT placing the order, but the prescription was in the name of the patientThis was a source of confusion as we worked to make this right. Despite there being several managers on duty when you called, a manager was not immediately available to take your escalation and during the wait, which I acknowledge should not have happened, the power went out in our building, compounding and already subpar situationHere are chat logs from that night from the CSR you spoke with:"Grabbed customer from park and explained that no one was avail at the time, and asked for a follow up numberLet him know that I'd have someone call whenever they are availableHe asked for a name of who would call back and I said I'm not sure it's out of people and whoever is avail first would call backHe said he is trying to work with me but obviously I don't want his businessExplained that I have already advised him what was needed to ship the order out. We need a RX with a patients nameHe then said that he sent a RX with the patients nameI asked him for the name on the RX bc he never mentioned that when I told him what was needed in the beginning of the callLocated RX and advised him that a RRT cannot sign a RX and explained whyHe asked why no one called him Wednesday when the order was placedLet him know that we would have no idea that this RX is for Lutheran Home because the name on the account and RX do not match and it has to match. Then my power went out...at the worst time during a callHe will probably think I hung up on him."We used the contact information on the order to follow up and attempt to complete the orderThe contact information was for the patientThis upset you, the patient's caregiver, as is also reasonableI apologize for this confusion.We are in the business of shipping CPAP equipment directly to cash pay customersManufacturers disallow us shipping to businesses in most situationsOur processes are not setup for the scenario we encountered when working through your order. I'm sorry for the bad experience and am happy to make it right
Greetings,Apologies for the confusion and delay. We have issued you a $187.00 company check, which will be sent to you via postal mail this Friday to the address on file. Sincerely,Johnny [redacted]CEOCPAP.com
Sent: Monday, August 15, 2016 5:41 PM Subject: US Expediters, Inc CPAP.com Complaint [redacted] We have issued a refund for both filters in the amount of $21.94 (9.99 + 11.95) via check. Sorry for the confusion and bad customer service experience. I've emailed you to ask which unit you have...
and to understand how we can improve our website to make purchasing filters more clear.
Sent: Monday, August 15, 2016 5:42 PM Subject: [redacted]. CPAP.com Complaint [redacted] I apologize for this delay you experienced due to our slow turn around times between you and the manufacturer. You were very kind and communicative as the process dragged on and your restraint in a...
difficult situation is appreciated. As a dealer, we follow the manufacturer's guidelines and warranty policy procedure. We should execute it quickly, but we do not set it or control it. The expected life of a machine is related to its warranty period. Your machine was over warranty. The expected life of a repair is 90 days and your machine failed within this period. Time has passed and I suspect you have scrapped or found other machine solutions. I offer to resolve this issue by refunding you the $185 manufacturer repair fee, as the repair wasn't effective and as the manufacturers second quote for repair represents 80%+ of the value of a new unit.
Initial Business Response /* (1000, 5, 2015/06/09) */
Green Mazda has informed Mr [redacted] that we will not be doing any repairs for free to his vehicle. He purchased a vehicle that has not warranty or warranty implied. He has been informed of this. When his wife came in with the check engine...
light on, we performed those repairs free of charge as well as gave him 2 free tires. The items that are in need or repair currently or not failing. They are loud because they are worn parts. The vehicle was 10 years old when he purchased it. Some of the parts are worn.
thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After submitting this complaint and leaving voicemail with owner finally received response from General Manager. He offered to take care of some of the repairs or buy the vehicle back from us. We decided to let him buy it back. We were presented with warranty when we bought the vehicle, have papers to prove it. We would have considered legal action had we not received offer to buy it back. The dealership did not even offer to look the vehicle over when presented with issues found. I could go on but looking to but this behind us and move on.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted] and find that this resolution is satisfactory to me.
[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. I hope I do not have the same issues with the replacement. As far as the humidifier - I had the same system in Europe before I moved back and it included the full system and enclosure to seal the end to use solo as well as the humidifier. Hence the dismay in how it was sold. One would easily assume you can operate the device properly without the use of a humidifier in the summer time when it is rarely needed. This exception should be noted in the advertisement that it will not work without the humidifier. But thank you for sending out a replacement. Sorry it had to be pushed by the Revdex.com to help do the right thing. Certainly you have work to do to improve your process.
[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.
Sent: Monday, August 15, 2016 5:47 PM Subject: [redacted] Inc CPAP.com Complaint [redacted] This order was placed by phone. We had the opportunity to explain that this product was the card reader and not the software itself, which we don't sell. We didn't effectively use that opportunity...
to solve your problem. I apologize. We are refunding the price of this product.
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.]No offer to resolve this was made.
Regards,
The business did not care that they stood me up 3 times. I guess my time or there customers are not important! Also there service manager did not think that I was important enough to return a phone call. They did not offer to make at least my last two oil changes good, I lost 5000 miles of coverage. Thats not acceptable. If I took something from there business they would have me arrested. I look at it as theft. They can return the 5000 miles and treat myself and others with the respect they should have.
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. Sent: Sunday, November 20, 2016 11:44 PMSubject: Revdex.com Complaint #[redacted] - Regarding CPAP.comSir/Ms:As a follow-up to your last update on Oct. 27, 2016, which I interpreted as CPAP.com being willing to resolve this by reimbursing me $187.00, to date I have received no communication whatsoever from anyone at CPAP.com [redacted]
Sent: Monday, August 15, 2016 5:50 PM Subject: US Expediters, Inc. CPAP.com Complaint [redacted] We are a growing company and do have periods where we struggle to add customer service representatives quickly enough to keep up with demand. We're sorry that we were not able to provide you with...
[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:Don't refund have software now consider it resolved TY
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.
no refund have software now
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,Dear Sir/Ms:CPAP.com has offered to resolve my Revdex.com Complaint by refunding me $185.00. When I receive a check for $185.00, that clears my bank, then I am be willing to drop my Revdex.com Complaint despite the fact that a colleague of mine witnessed me opening up the box that contained the CPAP Unit and didn't notice any "white dust" that allegedly voided the warranty. Also, in the event that CPAP.com does in fact send a valid check for $185.00 as offered, this still won't resolve the fact that this company "blew me off" and the fact that neither the President nor the Manager found it necessary to respond to my inquiries. However, when CPAP.com does send the check for $185.00 then I will drop the Houston Revdex.com complaint.In response to the belief that I have moved on from this CPAP machine, the machine was my "back-up machine" so it had very little usage on it. I still have it. I still want to have it repaired. This particular machine, when in working order, in the recent past has had a significant value on [redacted] when sellers have posted them for resale. I'd still like to get it repaired, but obviously not for the $350.00 plus that CPAP.com wants for the repair. [redacted]
Sent: Monday, August 15, 2016 5:45 PM Subject: [redacted], Inc CPAP.com Complaint [redacted] Sorry that we weren't able to get your product delivered to you. You've received a refund for this order.
Initial Business Response /* (1000, 5, 2016/06/15) */
The vehicle sold was used and has been repaired at Green Dodge free of charge
Initial Consumer Rebuttal /* (3000, 7, 2016/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response of "the
vehicle being fixed free of charge" is not acceptable because it's covered under the extended warranty, this vehicle was has been in the shop times (for check engine light).As a customer I am very dissatisfied with the attitude and unprofessional behavior from Green Mazda.They sold a vehicle that has had issues from the time it left the car lot.I haven't had the "joy" of getting a new vehicle because every week it has to go to the shop for a different issueAll I wanted to do when I went to Green Mazda is to down size my previous vehicle and be in a smaller, reliable vehicleI do not feel that taking a vehicle every week is acceptable.I am expected to pay a car note and I barely have the vehicle in my possession.Green Mazda is a very large company and if they have no problem treating customers like myself in this manner; they are probably doing this to the elderlyAll I want is a reliable vehicle that I can feel safe in and not have to take to get fixed every week
I'm sorry that we've provided a bad experience on this order. We have a valid prescription on file at this time and if you'd like us to ship your patient a free FitLife Total Face CPAP Mask with Headgear - Large Adult we will do so if you'll confirm the ship to address. There were several break downs that occured on this order:We must have a prescription signed by a licensed physician before we can ship machine and masks orders as the FDA designates both of these product types as Class II medical devices. The initial prescription received was signed by an RRT and not a licensed physician. We must have a prescription in the name of the person to whom the product will be dispensed and that name must match the name on the orderThe order was in your name as the RRT placing the order, but the prescription was in the name of the patientThis was a source of confusion as we worked to make this right. Despite there being several managers on duty when you called, a manager was not immediately available to take your escalation and during the wait, which I acknowledge should not have happened, the power went out in our building, compounding and already subpar situationHere are chat logs from that night from the CSR you spoke with:"Grabbed customer from park and explained that no one was avail at the time, and asked for a follow up numberLet him know that I'd have someone call whenever they are availableHe asked for a name of who would call back and I said I'm not sure it's out of people and whoever is avail first would call backHe said he is trying to work with me but obviously I don't want his businessExplained that I have already advised him what was needed to ship the order out. We need a RX with a patients nameHe then said that he sent a RX with the patients nameI asked him for the name on the RX bc he never mentioned that when I told him what was needed in the beginning of the callLocated RX and advised him that a RRT cannot sign a RX and explained whyHe asked why no one called him Wednesday when the order was placedLet him know that we would have no idea that this RX is for Lutheran Home because the name on the account and RX do not match and it has to match. Then my power went out...at the worst time during a callHe will probably think I hung up on him."We used the contact information on the order to follow up and attempt to complete the orderThe contact information was for the patientThis upset you, the patient's caregiver, as is also reasonableI apologize for this confusion.We are in the business of shipping CPAP equipment directly to cash pay customersManufacturers disallow us shipping to businesses in most situationsOur processes are not setup for the scenario we encountered when working through your order. I'm sorry for the bad experience and am happy to make it right
Greetings,Apologies for the confusion and delay. We have issued you a $187.00 company check, which will be sent to you via postal mail this Friday to the address on file. Sincerely,Johnny [redacted]CEOCPAP.com
Sent: Monday, August 15, 2016 5:41 PM Subject: US Expediters, Inc CPAP.com Complaint [redacted] We have issued a refund for both filters in the amount of $21.94 (9.99 + 11.95) via check. Sorry for the confusion and bad customer service experience. I've emailed you to ask which unit you have...
and to understand how we can improve our website to make purchasing filters more clear.
Sent: Monday, August 15, 2016 5:42 PM Subject: [redacted]. CPAP.com Complaint [redacted] I apologize for this delay you experienced due to our slow turn around times between you and the manufacturer. You were very kind and communicative as the process dragged on and your restraint in a...
difficult situation is appreciated. As a dealer, we follow the manufacturer's guidelines and warranty policy procedure. We should execute it quickly, but we do not set it or control it. The expected life of a machine is related to its warranty period. Your machine was over warranty. The expected life of a repair is 90 days and your machine failed within this period. Time has passed and I suspect you have scrapped or found other machine solutions. I offer to resolve this issue by refunding you the $185 manufacturer repair fee, as the repair wasn't effective and as the manufacturers second quote for repair represents 80%+ of the value of a new unit.
Initial Business Response /* (1000, 5, 2015/06/09) */
Green Mazda has informed Mr [redacted] that we will not be doing any repairs for free to his vehicle. He purchased a vehicle that has not warranty or warranty implied. He has been informed of this. When his wife came in with the check engine...
light on, we performed those repairs free of charge as well as gave him 2 free tires. The items that are in need or repair currently or not failing. They are loud because they are worn parts. The vehicle was 10 years old when he purchased it. Some of the parts are worn.
thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After submitting this complaint and leaving voicemail with owner finally received response from General Manager. He offered to take care of some of the repairs or buy the vehicle back from us. We decided to let him buy it back. We were presented with warranty when we bought the vehicle, have papers to prove it. We would have considered legal action had we not received offer to buy it back. The dealership did not even offer to look the vehicle over when presented with issues found. I could go on but looking to but this behind us and move on.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted] and find that this resolution is satisfactory to me.
we have canceled all finance products and released the funds.
[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. I hope I do not have the same issues with the replacement. As far as the humidifier - I had the same system in Europe before I moved back and it included the full system and enclosure to seal the end to use solo as well as the humidifier. Hence the dismay in how it was sold. One would easily assume you can operate the device properly without the use of a humidifier in the summer time when it is rarely needed. This exception should be noted in the advertisement that it will not work without the humidifier. But thank you for sending out a replacement. Sorry it had to be pushed by the Revdex.com to help do the right thing. Certainly you have work to do to improve your process.
[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.
Sent: Monday, August 15, 2016 5:47 PM Subject: [redacted] Inc CPAP.com Complaint [redacted] This order was placed by phone. We had the opportunity to explain that this product was the card reader and not the software itself, which we don't sell. We didn't effectively use that opportunity...
to solve your problem. I apologize. We are refunding the price of this product.
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.]No offer to resolve this was made.
Regards,
mark. please make sure to make tim [redacted] aware the next time you have an oil change scheduled and it will be full synthetic
I am rejecting this response because: ...
The business did not care that they stood me up 3 times. I guess my time or there customers are not important! Also there service manager did not think that I was important enough to return a phone call. They did not offer to make at least my last two oil changes good, I lost 5000 miles of coverage. Thats not acceptable. If I took something from there business they would have me arrested. I look at it as theft. They can return the 5000 miles and treat myself and others with the respect they should have.
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. Sent: Sunday, November 20, 2016 11:44 PMSubject: Revdex.com Complaint #[redacted] - Regarding CPAP.comSir/Ms:As a follow-up to your last update on Oct. 27, 2016, which I interpreted as CPAP.com being willing to resolve this by reimbursing me $187.00, to date I have received no communication whatsoever from anyone at CPAP.com [redacted]
the check was mailed
Sent: Monday, August 15, 2016 5:50 PM Subject: US Expediters, Inc. CPAP.com Complaint [redacted] We are a growing company and do have periods where we struggle to add customer service representatives quickly enough to keep up with demand. We're sorry that we were not able to provide you with...
an easy and positive purchasing experience.
[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:Don't refund have software now consider it resolved TY
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.
no refund have software now
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,Dear Sir/Ms:CPAP.com has offered to resolve my Revdex.com Complaint by refunding me $185.00. When I receive a check for $185.00, that clears my bank, then I am be willing to drop my Revdex.com Complaint despite the fact that a colleague of mine witnessed me opening up the box that contained the CPAP Unit and didn't notice any "white dust" that allegedly voided the warranty. Also, in the event that CPAP.com does in fact send a valid check for $185.00 as offered, this still won't resolve the fact that this company "blew me off" and the fact that neither the President nor the Manager found it necessary to respond to my inquiries. However, when CPAP.com does send the check for $185.00 then I will drop the Houston Revdex.com complaint.In response to the belief that I have moved on from this CPAP machine, the machine was my "back-up machine" so it had very little usage on it. I still have it. I still want to have it repaired. This particular machine, when in working order, in the recent past has had a significant value on [redacted] when sellers have posted them for resale. I'd still like to get it repaired, but obviously not for the $350.00 plus that CPAP.com wants for the repair. [redacted]
Sent: Monday, August 15, 2016 5:45 PM Subject: [redacted], Inc CPAP.com Complaint [redacted] Sorry that we weren't able to get your product delivered to you. You've received a refund for this order.