Griffith Air Conditioning & Heating

We have reviewed the complaint presented by this customerThis matter has been completely resolved.Unfortunately, the customer has misstated and omitted a number of important details regarding the transaction and conversations surrounding his request to cancel the Ding Shield product he purchasedRegardless, once the customer actually returned the required paperwork to process cancellation of the product the dealership timely submitted the cancellation paperworkAdditionally, because the customer contested the credit card charge for the product the dealership was required to wait for the bank to rule before it could determine if the customer’s disputed charge was reversed by the credit card company in which case no refund would be requiredFurther, it was explained to the customer that if the charge was upheld by the credit card company the dealership would issue a refund to him directlyThe customer was aware of these facts.The bank that issued the credit card ruled this week in favor of the dealership and upheld the initial credit card charge as validAs the customer had previously been advised the dealership issued a direct refund check to the customerThat refund check to the customer was sent by Federal Express the same day the dealership was advised of the credit card ruling by the issuing bank

Thank you for the opportunity to review and respond to the complaint of this CustomerFletcher Jones Motorcars, ( FJMC) sold this customer a pre-owned Mercedes-Benz vehicleAt no time during the transaction did the customer ever inform any of the personnel at the dealership that he wanted the vehicle equipped with a bacameraThe customer has acknowledged that he failed to communicate this requirement in his complaint materials This vehicle was not equipped with a bacamera when it was originally manufactured for sale as a new vehicleThe customer did receive material during the purchase transaction that detailed the equipment included on the vehicle Had the customer informed the dealership personnel that he desired a bacamera he would have been offered other vehicles to consider or the dealership would have referred the customer to an outside vendor to have the bacamera installed or offered to have an outside vendor install the cameraHowever, if either of those situations had occurred the customer would have been required by the dealership to pay for the equipment and installation of the deviceThe dealership has made the customer aware of a source to have the bacamera equipment installed on this vehicleThe dealership has also previously offered the customer a $gift card credit to be used at the FJMC parts departmentThe gift card offer continues to remain open or alternatively the customer can have the bacamera equipment he desires installed at a vendor of his choice and upon completion and presentation of the installation invoice FJMC will instead provide the customer a $check to defray some of the cost of the equipment and installation of the baequipmentFJMC respectfully declines to pay for the complete equipment and installation of a bacamera that was never discussed with our personnel at the time of sale nor required to be on the vehicle

We have reviewed the customer’s reply and respectfully disagree with her positionThe previous response provided by FJMC was comprehensive and provided specific details of each contact with this customer, who initiated the contact and the actions taken by FJMC personnelFJMC feels there is nothing more to add and its position as explained in our prior correspondence is unchanged

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 For your reference, details of the offer I reviewed appear belowWhen my wife "scheduled" her vehicle in for a complimentary multi-point inspection at Fletcher Jones - she explained the rattling noiseFletcher Jones states they told my wife that our vehicle "would require disassembly of a number of suspension components to properly diagnose the source of the problem"This is what Fletcher Jones charged us for - "diagnostic fee"Fletcher Jones needs to give us in writing what they dissembled and how they determined the shocks needed to be replacedWe recently replaced our shocks (not at Fletcher Jones)because Fletcher Jones stated they needed to be replaced and this was the cause of the rattling noiseThe replacing of the shocks did not remove the rattling noiseI would like written documentation of the service performed by Fletcher Jones on my vehicle Regards, [redacted] ***

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 will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] **

Thank you for providing Fletcher Jones Motorcars, ( FJMC) the opportunity to review and respond to the complaint of this customer. Respectfully much of what the customer has related is not only inaccurate but directly in conflict with the actual records that FJMC retains of all contact with its... customers. The lease return at issue involved a mother and daughter situation in which the mother had cosigned for the daughter. After the initial contact regarding the lease end term the co signor mother advised the FJMC personnel to contact the daughter to arrange and coordinate the return of the vehicle in Arizona as that is where the vehicle was located. Both telephone and email contact were attempted however the actual contacts as well as the length of messages left are nowhere near the exaggerated volume that the customer has claimed in her BBB complaint. There were two attempted contacts in the month of July after the mother co-signor advised our personnel to make contact with her daughter to coordinate lease return in Arizona. There were no contacts at all in the month of August and a total of 3 contacts in the month of September with the customer, one of which was a result of the mother co-signor contacting our personnel to advise that her daughter wanted to schedule an appointment to discuss options on leasing another vehicle when her lease ended. There were additional contacts in October in order to schedule an appointment at FJMC to review options for a replacement leased vehicle. Two of those contacts were a direct result of the mother co-signor leaving messages with our personnel to contact her daughter to arrange a meeting at the dealership to review options for a replacement lease vehicle when her current lease ended. Ultimately the customer did not enter in to a new lease on a Mercedes-Benz vehicle and therefore MB USA did not waive the lease end termination fee. The lease contract the customer and her co-signor agreed to clearly disclosed the MB USA lease end termination fee. As such, FJMC declines to pay the lease end fee due to MB USA by the customer or reimburse her for the cost of the lease end termination fee.

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 For your reference, details of the offer I reviewed appear below First car wash: sale person responded to my question about car wash and he said yes we offer car wash for this carAlso I waited for the car to be washed by thembefore taking it from dealer to my homeIf that couldn't fit why they didn't inform me at the sale timeIf they knew it does not fitwhile washing it they lied to meDeciving costumer to sell the product is what they doSecond , I have document that the car they sold did not have registration for year beforeThey paid for the current year but after the car defect, leaking roof top brought to their attention by me and all frustrations caused by that problem they took the payment back from DMV and tried to charge me for it.I also have all documents I obtained from DMV office showing matching dates, exact day that I complained for roof defect.They lie to people and manipulate information to deceive people and coverup their wrong doing.Their customer service manager promised to pay total fee to DMV but never did and I end up with late date and paid myself.this was on top of very rude and disrespectful behavior in multiple occasions when I was asking them to pay back that amount or asking for car wash as they promised.I'm very disapppinted from Mercedes Benz Corporate that let this group use their name and credential in order to device costomets, hoping customers get tired and give up on their rights.I appreciate Revdex.com and any organization that supports consumer and defends their rights.I paid lots of money to have peace of mind but instead I got a defected car and tens of headaches from Fletcher Jones teamLets see for how long they can continue this wrong practice!?! Regards, [redacted] ***

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 will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]

Thank you for providing the customers reply for our review and considerationRespectfully, the customer is incorrect regarding his comment about the window stickerThe window sticker he is referring to is by law placed on new vehicles only The new vehicle window sticker is provided to the original purchaser of the new vehicle at the time of delivery of that vehicleThe new vehicle window sticker is not available for a pre-owned vehicle This customer purchased a pre-owned vehicleA federally required Buyer Guide is placed on all pre-owned vehiclesThe customer signed the pre-owned vehicle Buyers Guide at the time of purchaseOur previous reply regarding this customer’s complaint was comprehensiveAdditionally, our previous good will offer remains unchanged and will continue to be available until close of business on August 31,

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 For your reference, details of the offer I reviewed appear below Please refer to my numbered responses as my reply to the dealerships comments:1) My initial complaint occurred on 12/8/approximately weeks after purchasing the vehicle It is true my initial complaint was from a significant engine noise that got louder as the engine warmed However, I made many many subsequent complaints that the issue was becoming increasingly problematic - the noise got louder and the vehicle's acceleration deteriorated.2) I made contact with the dealership a total of times A total of service visits where I stated on each visit the problem continued to exist and was getting worse as the miles increased on the vehicle Additionally, I called and/or emailed additional times complaining about the noise and performance of the vehicle As of today the car's condition worsens daily The warmer the engine the worse the problem I have had near miss accidents because I hit the accelerator and the car would not accelerate When I have reported it they on occasions had me ride with a service manager in their shop and he noted and stated the noise was aband the acceleration was abnormal Then the Mercedes manufacturer rep supposedly drove the vehicle and stated the vehicle operated normally and maybe I was driving with feet which is untrue I requested different options a side by side driving comparison with my car and a new matching make and model of the vehicle and was denied I requested to speak with the Mercedes representative and ride in the car with him and was denied I requested an escalation to a higher authority at Mercedes Benz and was denied the request I emailed the General Manager at the Dealership, [redacted] and my emails were never responded to by him nor did he return my calls requesting a meeting I requested the contact information for the owner of the dealership, one MrFletcher Jones and was denied the information.3) I cannot tell you what fault codes they checked nor can I tell you the notes that they have entered into their system because I am not allowed access to view that information I can tell you I requested to be included in the testing with the Mercedes Benz representative and Shop Manager and was refused.4) Again I cannot testify or confirm what FJMB has or has not done regarding testing on my vehicle, however when I purchased the vehicle I recorded approximately miles per gallon with in city driving and now that has declined to an average of miles per gallon and some days less for a drop of 33% - I was told that was - it is NOT normal My highway driving was average miles per gallon when the vehicle was new and now I may get miles per gallon in highway driving an average loss of approximately 28% I am highly conscious and sensitive to the performance issues and gas mileage because it has dropped so significantly I have requested an emissions test where I can view the results and have been ignored I asked for a side by side diagnostic performance test of my vehicle and a new like make and model of the same model and been ignored.5) I have at the direction of [redacted] at Fletcher Jones Mercedes to request the vehicle be bought back by Mercedes Benz I was never interviewed by a technical representative at Mercedes, I was never able to express my concerns to a technical representative at Mercedes I was only allowed to speak with a customer service representative and she never provided details or would allow me to speak with anyone investigating my case Yes, Mercedes did deny my request but did not provide details as to why, allow me speak with the technical representative who reviewed my complaint and did not allow me to appeal the decision.6) I have contacted the dealership and Mercedes with accurate instances as they occur and when my safety was in jeopardy due to the vehicle not performing I am always told the same thing and the same response I get back I ride with the Shop Manager he understands and acknowledges there are abnormalities but I am never allowed to peak with the Mercedes Benz representative and that rep always has a thinly veiled excuse as to why my vehicle is performing within reasonable variations of the performance expectations and gas mileage even though there is a significant deficit to both[redacted] rarely replies to my emails and concerns - I am placated and patronized The GM has still yet to speak with me directly and his CSR Manager, [redacted] told me initially that if Mercedes Benz did not buy my vehicle back - he would "take care of me as a times Mercedes Benz owner and would get me into another Mercedes Benz product that I would be happy with as I was with my prior vehicles" He lied because the moment that statement was tested, he called me and told me I was stuck in my car.This complaint is blatant I am being swept under the carpet in hopes that I will go away or just buy another brand vehicle My requests for an escalation, meeting and side by side performance testing minimally should be completed The dealership made a promise to me standing the middle of their showroom floor in April just to get me out of the showroom and never intended to help me as a loyal Mercedes Benz customer Regards, [redacted]

This customer was not told there was a $rebate available on this carThe customer was told that she should check the state of CAWebsite to determine which vehicles were eligible for state rebates as well as the amount of any rebateThe customer was also told that she was responsible to apply for any rebate available

Although FJMC believes it has already provided both a comprehensive reply and resolution for the customer it should be noted that as recently as Friday the customer agreed that FJMC would order for the customer a model of the vehicle he is currently leasing which should arrive in the
fall of In the interim the customer agreed to retain the lease vehicle and honor the lease obligations on that vehicle while the model is being built

Thank you for the opportunity to reply to this matterRespectfully, Mr*** is incorrect regarding the events and timing.It was agreed at the time of the customer’s trade in that the equity check in the amount of $would be forwarded to Mr*** once the DMV paperwork was
processed and cleared and new title to the car was issued by the DMV to the dealership.The paperwork necessary to release title was promptly completed and forwarded to the CADMV by the dealershipOn August 8, the CaDMV released title however as is customary the dealership did not actually receive the title to the trade in vehicle from the DMV until weeks and days thereafterThis is not unusual as it takes in circumstances 2-weeks for the CaDMV to forward the title documentsAs soon as the title was received by the dealership the equity check in the amount of $was in fact sent by *** *** to the customer (August 24, 2016) and the check was received by the customer according to the *** *** delivery confirmation on August 26, 2016.Unfortunately the dealership does not have any control over the length of time it takes for the DMV to process and forward the paperwork and title documents The dealership does not release equity checks on vehicles it purchases from any customer until the actual DMV title paperwork is processed and received from the DMV

Thank you for the opportunity to review and respond to the complaint of this CustomerFletcher Jones Motorcars, ( FJMC) sold this customer a pre-owned Mercedes-Benz vehicleAt no time during the transaction did the customer ever inform any of the personnel at the dealership that he
wanted the vehicle equipped with a bacameraThe customer has acknowledged that he failed to communicate this requirement in his complaint materials This vehicle was not equipped with a bacamera when it was originally manufactured for sale as a new vehicleThe customer did receive material during the purchase transaction that detailed the equipment included on the vehicle Had the customer informed the dealership personnel that he desired a bacamera he would have been offered other vehicles to consider or the dealership would have referred the customer to an outside vendor to have the bacamera installed or offered to have an outside vendor install the cameraHowever, if either of those situations had occurred the customer would have been required by the dealership to pay for the equipment and installation of the deviceThe dealership has made the customer aware of a source to have the bacamera equipment installed on this vehicleThe dealership has also previously offered the customer a $gift card credit to be used at the FJMC parts departmentThe gift card offer continues to remain open or alternatively the customer can have the bacamera equipment he desires installed at a vendor of his choice and upon completion and presentation of the installation invoice FJMC will instead provide the customer a $check to defray some of the cost of the equipment and installation of the baequipmentFJMC respectfully declines to pay for the complete equipment and installation of a bacamera that was never discussed with our personnel at the time of sale nor required to be on the vehicle

Thank you for the opportunity to respond to the complaint of Mr**Respectfully, the version of events described in the complaint of Mr** is not only inaccurate but is directly contradicted by the actual facts and documents regarding the events.The following is an accurate description of each
and every event described by the customer:1. The customer presented the vehicle to the dealership on August 2, with a complaint of a loose tube hanging down behind the left rear wheel. 2. Upon inspection it was determined that the vehicle had received an impact to the left rear suspension area resulting in a broken shock.3. The initial work performed by the dealership consisted of replacing the damaged shock and performing an a**gnment of the suspension to see if any other suspension damage had occurred. 4. It took approximately days to receive the damaged part from the supp**er, (shock) and once installed the a**gnment performed revealed that the left front camber was not in specification Additionally it was determined at this time that the left front lower control arm had also been damaged and required replacement. 5. The customers insurance company was involved in paying for the repairs because of the impact damage discussed in item #above The insurance claims personnel agreed with the technicians assessment of both the cause of the damage and the required and necessary repairs 6. Ultimately, once inspected and approved by the insurance company claims professional the repairs were performedThe guest paid the required $deductible and Insurance paid the remainder of $1,546.33. 7. The dealership is in possession of copies of the original repair order signed by the customer, final invoice signed by the customer, and the insurance damage appraisal prepared by the customers insurance company claims department. Additionally, the dealership as well as the insurance company of the customer are in possession of photographs of the damaged shock and suspension component parts which clearly confirm impact damage as the cause of the suspension problems.8. The customer’s vehicle was out of service a total of daysThis delay was due to two different parts requiring order which took approximately days Waiting for the insurance company of the customer to inspect the vehicle was another approximately 7-days and the balance of the time was for the actual repairs to be performed.9. Lastly, the customer’s statement that he was charged for a key battery is untrueThe customer did not pay for the key battery, Fletcher Jones Motorcars did. The invoice for that item shows no charge to the customer as the dealership provided the battery at no charge as a goodwill gesture.In **ght of these facts the dealership respectfully dec**nes to provide any of the re**ef requested by this customer in his recent letter to the Revdex.com

Thank you for forwarding the complaint of *** *** to our attention for review and responseRespectfully, there are a nu**er of inaccuracies in the Customer’s version of eventsAlthough Ms*** claims that in her prior lease transactions with Fletcher Jones Motorcars there were also excess
mileage charges that were either forgiven or absorbed by the dealership that is simply not the caseBelow is a summary of each of her prior transactions as well as the precise language in her current lease agreement which clearly indicates that any excess mileage charges from her last lease vehicle transaction are solely the responsibility of Ms***.1. In the customer’s transaction there was no lease return and therefore no excess mileage issue dealt with by FJMCFurther, that transaction was completed under the name of the customer’s mother as the primary lessee;2. In the customer’s transaction this was a joint lessee transaction completed under the name of the customer and her motherThe lease return vehicle in that transaction was a ** *** leased by the customer’s mother with Chase bank in on that lease return vehicle was documented to have 53,miles at the time of the lease return. According to the terms of that lease contract the actual miles allowed for that lease term were 75,milesTherefore, there was no excess mileage charge on that lease return in the transaction either.3. In the transaction there was also a lease return vehicle involved. In that lease transaction, the lessor **FS waived the remaining lease payments and disposition fee under the **FS Pull forward loyalty program. At the time of that lease transaction the customer’s mileage was within the allowed parameter and there was no excess mileage issue involved in that lease return either. 4. In the current lease transaction there was no excess mileage factored into the leaseThe current lease clearly states in the additional disclosure section the following: **Z ***C: Original Lessor agrees to pay **FS the sum of $4,for the existing lease obligation. Any additional amounts including mileage, disposition fee, excessive wear and tear penalties etcare lessee’s responsibility. This language was also initialed by Ms*** on the date of the lease transaction.As is clear from the explanations provided above FJMC/lessor never waived any excess mileage charges on the customer’s prior transactions as there was no excess mileage incurred on the prior lease transactionsFor all of these reasons, FJMC respectfully declines to provide to Ms*** any compensation for the excess mileage she has been charged by Mercedes Benz Financial ServicesThank you for your consideration

Revdex.com:
Mercedes did complete the work and has resolved the issue
Regards,
*** ***

We have reviewed the complaint presented by this customerThis matter has been completely resolved.Unfortunately, the customer has misstated and omitted a number of important details regarding the transaction and conversations surrounding his request to cancel the Ding Shield product he
purchasedRegardless, once the customer actually returned the required paperwork to process cancellation of the product the dealership timely submitted the cancellation paperworkAdditionally, because the customer contested the credit card charge for the product the dealership was required to wait for the bank to rule before it could determine if the customer’s disputed charge was reversed by the credit card company in which case no refund would be requiredFurther, it was explained to the customer that if the charge was upheld by the credit card company the dealership would issue a refund to him directlyThe customer was aware of these facts.The bank that issued the credit card ruled this week in favor of the dealership and upheld the initial credit card charge as validAs the customer had previously been advised the dealership issued a direct refund check to the customerThat refund check to the customer was sent by Federal Express the same day the dealership was advised of the credit card ruling by the issuing bank

Thank you for forwarding the customer’s complaint for reviewThe explanation regarding the charges the customer has disputed is actually quite simple.The customer originally scheduled a service visit for a complimentary multi point inspectionUpon arrival at Fletcher Jones Motorcars the customer’s
wife advised the service advisor that there was an additional mechanical issue that she wanted diagnosed and possibly repairedThe additional issue referred to was reported as a “ thumping” and “rattling” noise when driving from somewhere underneath the vehicle in the suspension systemIt was explained to the customer’s wife that this reported problem was not covered by the multi point inspection as it would require disassembly of a number of suspension components to properly diagnose the source of the problemThe customer’s wife approved the additional diagnostic work up and related charge of $There is a signed work order from the customer’s wife authorizing the diagnostic work in the amount of $The diagnostic work was in fact performed by our technician and the source of the mechanical problem was discoveredThe service advisor thereafter informed the customer’s wife of the source of the problem and the recommended repairs and provided an estimate to correct the problemThe customer’s wife declined the recommended repairs

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
While Fletcher Jones has responded with the "black and white" details of the contracted lease we signed, they failed to provide any specific response to the way we were TREATEDAfter speaking with Mercedes Benz Financial Services, with whom our lease was financed through, they had nothing but great things to say about our history and never being late with any payments on this most recent month lease, but also on the Mercedes I previously had a purchase financed through and traded in to lease the most recent vehicleThat said, during private conversations with the people at this particular dealership, we believe we are being wrongly profiled and treated poorly due to my Mother's "fixed income" and my current DISABLED statusIt didn't however stop them from the harassing phone calls, texts, and emails between the month of Sept and OctoberFurthermore, they did not address the fact that the car was brought in on October 17th, to be inspected and the salesman was dealing with other customers and failed to even look at the vehicleThis has been very trying on my Mothers health to the point of emergency room visits and we want to see good faith by waiving any outstanding fees as it is NOT our fault that we could not afford to buy another MERCEDES AT THIS TIME as we are both on a FIXED income and needed to downsizeWe were told by Mercedes Benz financial services that is should NOT be a problem as they want us to be happy as we have been customers for over years!
Regards,
*** *** & *** ***