I have reviewed the response offer 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 Why do I have to wait to days for it to be fixed on my credit reportIt didn`t take them but one fax or call to mess my credit up.I would like it to be fixed ASAPAfter my GMC Envoy Got totaled they keep on telling me they would work with me but that never happenI was never late on a payment and most of the time I paid more that my paymentWhy Hart couldn`t had offed no payment down.Hart never called to see if they could help out in any wayThey got paid and know concern how I was supposed to get from point A to B.What about the hard hits I got on my credit because Hart fail to do there job correctNow I have to pay for it Some of us works payday to payday to have things but some don`t..Ask yourself thisWhat would you do if it was done to you
I have reviewed the response made by the business in reference to complaint ID 11442266, and find that this resolution would be satisfactory to me Regards, [redacted]
Dear Mr***,We are sorry for your dissatisfaction with our service facility and our company in general.Each year we service thousands of our customers' cars and trucksOur goal is 100% complete satisfactionWe realize 100% complete satisfaction is a lofty goal, and each year we sometimes have a customer that we cannot completely satisfyOur performing a recall for under body corrosion on a northern state vehicle, and the brake light switch recall are not cause for any of the problems you have had with your vehicle.At the time of performing the recalls, there was NO indication that the alternator would fail hours after taking your vehicle home.Sincerely, Danny Hart P.SNotes from my service manager regarding the repair and Hart's efforts to satisfy Mr [redacted] Mr [redacted] bought this vehicle at [redacted] The ***'s had it at another shop who advised to them to bring it to the dealer for the recallWe did in fact offer a resolution which they accepted We paid the towing We participated in the labor $only charging them $ for hours labor for diagnostic and R&R the alternator We provided a brand new Kia Sportage with miles which they kept for days (at $per day equals $480.00) They clocked miles on our vehicle They stalled on authorizing the alternator because they had a new car to rideI told [redacted] to get our car back and then and only then was their back to the wall Here is our expense in the vehicle we never saw before $tow bill $labor $rental fee $Total expense WE DID NOT CAUSE HIS ALTERNATOR TO FAIL I am truly sorry this man has had problems with his Sedona but they are because of a lack of maintenance and miles not a plug in brake light switch
Hart Motor Company is working towards a solution regarding suitable financing on the automobile for our customer.The information provided by the customer regarding income needs to be verified by the bank. To date, this has been the main issue before us
I have reviewed the response offer 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
MrHart,
While
I certainly do appreciate you taking the time to respond to my complaint, I
have to say I find it a little strange that someone finally responded a week
and a half after my initial complaintVery conveniently, the very day that we
agreed to have our car repaired and paid your company $out of our pocket
after bringing our car into your facility for only a recall repairWe had NO
problems whatsoever out of our car before we brought it thereThe only reason
that we finally had our car repaired there was because our backs were against the
wallWe had a car that was not running and we could not afford to have it
towed to another dealerHad we been able to do that, we certainly would have
We had already paid $(including the $for the battery that was not
needed) out of pocket on our vehicle and absolutely would not be able to pay a
towing fee to have it moved to another dealer
I do
not disagree that obviously there was a problem with the charging system or a
short somewhere (which there was not prior to us bringing our car in for the
recall repair)I don’t, however, appreciate you insinuating that I am being
dishonest about the age of the battery in our carIt was not the original
batteryThe battery was less than two years old, which we reported to your
staff numerous times (***, *** and ***)After complaining about the
issue that we had to both *** as well as ***, we were told by both that it
was the battery without them even looking at it*** did mention that he would
look at the car, but we would have to “get it there”, meaning having it towed
at our expense to your facilityHe then told me that we should get a new
battery though, and that should fix our problemNo one offered to assist with
towing after our initial break down which happened to be less than two hours
after my wife pulled out of your parking lot
I do
understand that you are not responsible for problems that may come up in the
“future”, however I don’t expect the “future” to be two hours after leaving
your facilityIf an inspection of our vehicle was in fact done, as you say it
was and everything checked out finePlease do explain to me how in less than
hours everything malfunctioned and my wife lost all control of the vehicle in
as well as steering (in the middle of traffic) just after it “passed” an
inspection? Did you do the inspection yourself? If not, I don’t understand how
you can say without a shadow of doubt that everything was done exactly as it
should have been
After
our second incident (days later), we were told that it was our TPS switch and
the very next day were told that it was not our TPS switch but our alternator
It went from being the battery to the TPS switch to the alternatorThis makes
me question anything that is being done to my car at your facility
I
also feel that your healthcare analogy was a bit condescendingIt would be
more appropriate to compare this to visiting your family doctor and being
diagnosed with a broken arm, when it was in fact a heart attack
After
our recent issues with your facilityWe have spoken with quite a few people
who mentioned that they had problems there as wellOne of which stated he had
the exact thing happen to his car after bringing it in for a recall repair
My
wife and I will soon be in the market to purchase a new vehicle, however, at
this point I would not be inclined to purchase any vehicle from your dealership
and would certainly not have any work done to any vehicle thereWe are
incredibly unhappy with how we have been treated by your company and feel that
your customer service is more than lackingWe are also unhappy that we were
not offered any resolutionI would hope that as a family owned company that
you would take pride in your customer service and try to do what is best for
your customers under your good nameUnfortunately, we feel that this has not
been accomplishedI would never refer any family or friends to your facility
Sincerely,
***
*** A
very unhappy customer
Dear *** ** ***While I could go into detail over the various points you have made regarding the Acadia you purchased from us November of 2015, I would like to state a few facts as I know them.-We supplied a vehicle for you to drive while repairs were performed in our mechanical shop.-We
replaced all of your tires at our expense.-When you had an airbag light on, and we discovered the seat belt pre-tensioner had been tampered with, we informed you and showed you the old part.-After this discovery of the seat belt pre-tensioner, we pulled a current CARFAX reportWe also pulled an AUTOCHECK report.-We use CARFAX on every car purchase we make, as well as supply every customer with one during the purchase/delivery processThe AUTOCHECK report is similar to CARFAX, but is not as recognizable to most consumersNeither of these reportsclaim 100% accuracy, as the information is only as good as what is, (or is not) reported through police reports, insurance companies, service shops etc.We offered, (before the Revdex.com was notified) to replace the vehicle with a like model year and priced vehicle OR give you a full refund of all the monies you paid for this vehicle.We issued you a check for the amount of your total transaction, including any service charges paid on May 11, (Same date we received Revdex.com notice).Hart Motor Company has never experienced a situation like this as we embark on our 80th year in the Roanoke ValleyOnce we realized the problem with the airbag system, and one of its components, we immediately took action with you to replace the vehicle, or refund your money for the vehicleWe did the latter and you have been made whole regarding this transaction.This situation was not “business as usual,” and for that, we respectfully apologize to youWe hope to earn your family’s trust in the future.Sincerely, Daniel LHart
I have reviewed the response offer 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
I and my wife provided every bit of information that was asked of usThey then recently as of last week contacted me saying "hey great news we found a new lender that will take the loan as is with an additional $down but your payments will be $higher" Being that from the beginning I said I was willing to put down what ever was going to be needed to help out on the monthly payments and overallI paid the $the same day and left work now for the 4th time to sign more paperworkFriday I was called by this bank saying that they took the loan and was going to be sending me out info regarding payment books and such that would be needed to make sure I made the first payment due in July. Now this morning I get an email from my sales person stating that the bank now needs my landlords phone number and name I faxed the bank a copy of my lease along with her nameI am not willing to go against her privacy and give her personal cell phone number out or house number outThat to me is to much information and if this is not resolved I would like all of my money back and wash my hands of thisI have already spoken to a different dealer that has gauranteed me that with all of the money Ive spent on downpayments that they will get me into the same car for the same money Just to clarify over the last month or so I have now given the following information for a carNot a house a car. $in cash$in trade in valuemonths of bank statements from different accountsmonths worth of paystubsCopy of lease from move in date to the current that was just signed Copy of different bills to verify where I liveI also now have over credit inquiries on my credit report where it was ran multiple times on different dates I was told by *** Motor company that everything was good this timeAgain I feel I am being ran through the ringer and no one wants to admit itAll I hear is its not our faultIn my opinion the way I am being treated by this well known, well established, car dealer that my family has dealt with for years is acting like they just got into the business.
Regards,
*** ***
Dear Mr. [redacted],We are sorry for your dissatisfaction with our service facility and our company in general.Each year we service thousands of our customers' cars and trucks. Our goal is 100% complete satisfaction. We realize 100% complete satisfaction is a lofty goal, and each year we sometimes have a customer that we cannot completely satisfy. Our performing a recall for under body corrosion on a northern state vehicle, and the brake light switch recall are not cause for any of the problems you have had with your vehicle.At the time of performing the 2 recalls, there was NO indication that the alternator would fail 2 hours after taking your vehicle home.Sincerely, Danny Hart P.S. Notes from my service manager regarding the repair and Hart's efforts to satisfy Mr. [redacted]
Mr. [redacted] bought this vehicle at [redacted]. The [redacted]'s had it at
another shop who advised to them to bring it to the dealer for the
recall. We did in fact offer
a resolution which they accepted.
1. We paid the towing
2. We participated in the labor $168.30 only charging them $49.95
for 1.7 hours labor for diagnostic and R&R the alternator.
3. We provided a brand new 2015 Kia Sportage with 3101 miles which
they kept for 12 days (at $40.00 per day equals $480.00) They
clocked 393 miles on our vehicle.
4. They stalled on authorizing the alternator because they had a
new car to ride. I told [redacted] to get our car back and then and
only then was their back to the wall.
Here is our expense in the vehicle we never saw before.
$75.00 tow bill
$168.30 labor
$480.00 rental fee.
$723.30 Total expense.
WE DID NOT CAUSE HIS ALTERNATOR TO FAIL.
I am truly sorry this man has had problems with his Sedona but
they are because of a lack of maintenance and 112020 miles not a
plug in brake light switch.
I have reviewed the response offer 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.
Why do I have to wait 30 to 60 days for it to be fixed on my credit report. It didn`t take them but one fax or call to mess my credit up.I would like it to be fixed ASAP. After my GMC Envoy Got totaled they keep on telling me they would work with me but that never happen. I was never late on a payment and most of the time I paid more that my payment. Why Hart couldn`t had offed no payment down.Hart never called to see if they could help out in any way. They got paid and know concern how I was supposed to get from point A to B.What about the 2 hard hits I got on my credit because Hart fail to do there job correct. Now I have to pay for it Some of us works payday to payday to have things but some don`t..Ask yourself this. What would you do if it was done to you .
Dear Mr. [redacted], Hart Motor Company has contacted our Dealer Management System provider ([redacted]) to address your payment history concerns.Hart did receive and receipt the [redacted]...
Insurance check on August 23, 2016. This credit amount did pay off your account for the 2005 GMC Envoy VIN [redacted].Since you kindly brought this error to our attention, we contacted the people at [redacted] to remedy this posting mistake on your credit file. We have been assured by [redacted] that this change will take effect within 30-60 days of todays date. Your account status will reflect a 13(Paid or Closed account/zero balance).Thank you for bringing this error to our attention.Sincerely, [redacted]Vice PresidentHart Motor Co., Inc.
Dear Mr. [redacted], Occasionally we have information provided to us by consumers which the bank(s) must verify. When banks cannot verify, we are faced with finding alternative lending sources for consumer loans.We are sorry this particular loan process was slow, but we were faced with going to a different bank to procure the loan for the consumer.All stipulations for consumer loans are predicated by the bank and not the dealer.I apologize for this collectively frustrating experience for you and your family.Sincerely, [redacted]. [redacted]
I have reviewed the response offer 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.
Mr. Hart,
While I
appreciate your second response, I feel that your customer service is completely
lacking and your service staff is unbelievably rude. Our car was towed after
the (SECOND incident), to YOUR facility when it broke down after leaving YOUR
facility. Yes, the tow bill was paid, as it absolutely should have been.
However, it was ONLY paid after we came to your facility for the SECOND time to
complain that our car had broken down yet again after leaving your facility. The
diagnostics were free, which absolutely should have been after my car broke
down after leaving YOUR facility. Do you routinely make your customers pay for diagnostics
to be done on their vehicles if they have a problem with them hours after
leaving? Most places would absolutely offer that service complimentary to keep
their good name if they stand behind the services that they offer. We were
offered a loaner car by YOUR staff on that Friday– we did not ask for one. We
were given the car, off of your lot (not a rental from an agency – a car off of
your car lot ) at 6pm on August 28th (Friday). We were told by [redacted]
that our car would be looked at on Monday or Tuesday of the following week. We
were called Monday afternoon and told that it was our TPS switch. I called back
on Tuesday and spoke with [redacted] ( I was not able to get back with him Monday
because I was at WORK and I didn’t get his message until after your office was
closed). I was told on Tuesday afternoon that they went back and looked at the
car again. I was told that they put it on the “computer” and were told that it
was the TPS switch. After looking into more depth, I was told by [redacted] that it
was NOT the TPS switch, it was the alternator.
[redacted] asked me if I wanted to have it fixed or not. I told him that I
would like to call around and get some quotes and advice from other facilities
before I had your service staff “repair” my vehicle. [redacted] stated it was perfectly fine for us to
call around and get quotes and just to let him know what we decide. After
calling a few places, we quickly learned that Hart is about the only place
around Roanoke that will work on Kias. So, rather than have our car towed to [redacted], we hesitantly agreed to have it fixed at Hart – My wife called
Friday morning at 8am to get a copy of everything that had been done to our car
from the beginning faxed to her at work for our records – 2 hours later, she received it. She then received
a call from [redacted] ( left a message – she is a nurse and is not readily available
to answer the telephone). He left a message on her voicemail stating he faxed
what she requested and that we needed to “figure something out because this
money was coming out of his pocket”. She attempted to call [redacted] back during
her lunch time – 1pm and was told that he had already left for the day and
would not return until Tuesday (he did not mention that he was leaving early in
his message). She was connected to his voicemail and left a message for him. We
had started this whole process with [redacted] – who knew the whole situation and
wanted to continue dealing with him. So, yes, we did have your car for another
few days because [redacted] was off and we were not able to get in touch with him. We had absolutely no control over that. It was
a holiday weekend and apparently, he took some time off. We were in contact
with [redacted] many times over that time period and he never once mentioned that
there was any fee or problem associated with us having your loaner while your
staff attempted to figure out what was wrong with our car. Only after my wife
requested a copy of the all of the paperwork and a rundown of everything that
was done to our vehicle did he mention anything about that. We most certainly
were not out joyriding in your vehicle. We needed a means to get back and forth
to work – which was offered to us, so we gladly accepted. We both have full
time jobs as well as have a child in school, daycare and extracurricular
activities that we need a vehicle to attend. My wife drove your vehicle back
and forth to work as well as used it to take our daughter to and from sports
practices and to and pick her up from daycare. We have a minivan for a reason.
The car we were LOANED was small and very inconvenient for us with children. To
insinuate that we stalled on having our vehicle fixed just because we had a “new
car to ride around in” is absurd. The fact that your car was newer than ours
makes no difference to us – again we were offered this loaner by YOUR staff. It
was returned in the exact same condition that it left your lot in as well as
had a full tank of gas. We wanted OUR car fixed, and to be treated RIGHT. We
were treated with an incredible amount of disrespect and greeted on many occasions
with a “that’s not our problem” attitude. To give us a run down and a tally of
all of the “hard work and money” you put into our vehicle is a joke and should not
be a factor in any of this. It is poor customer service. We are a hard working
family and feel like we have been treated poorly by YOUR facility and YOUR
staff. Also, your service manager is
incorrect with his facts. We did not purchase our vehicle from [redacted]. We
purchased it from [redacted] in [redacted] – not that it makes any
difference AT ALL where our vehicle was purchased. Is he saying that we would
have been treated differently had we purchased our car from your facility? I
would certainly hope not. We also did NOT take our vehicle to another shop
before coming in for the recall. We went to Autozone and purchased a new
battery – per the advice of your service manager and your staff member – [redacted]…
and of course this was incorrect information as we did not need a new battery.
The fact of
the matter is we had a problem with our vehicle after we left your facility,
not days or weeks later…. 2 hours. Had we been treated with respect from the
beginning, we would not be so upset. We were put off from the start. Had we
walked into your facility and been treated different the morning after the
first incident, we would not be so upset. I walked in the morning after the
initial breakdown – since your facility was closed 2 hours after we picked it
up the night before – and was immediately given incorrect information. Our
experience only went downhill from there. And unfortunately, continues to do
so.
I certainly
know now how you choose to run your business and treat your customers.
Dear Mr and Mrs. [redacted], We are sorry you have had problems with your Sedona.The charging system obviously failed at some point causing the battery to run down.After you put the new battery in the vehicle, it soon became discharged as well. When the charging system fails and is not charging, it...
can and will "discharge" your battery. This is what happened to the Sedona, causing the power to go out, warning lights, etc. Without proper voltage, any vehicle and its computer controlled systems will fail and not perform as designed. The 2 recalls we performed on your automobile were not associated with the battery or charging systems. We do not know if the battery you replaced in the van was the original battery which came in the vehicle when it was new. If so, the battery could have been 8 to 9 years old and was probably in need of replacement anyway. We thank you for writing and sharing your concerns about your vehicle. We do not feel responsible for the maintenance costs associated with your Sedona. The recalls we performed were NOT associated with your battery or charging system. The 50 point inspection is a "check up" of the current status of your vehicle. It is no guarantee of what may come up in the future. Just as a physical exam by your doctor does not guarantee perfect health after the examination in the days and weeks that follow. Sincerely, Daniel Hart
I have reviewed the response made by the business in reference to complaint ID 11442266, and find that this resolution would be satisfactory to me.
Regards,
[redacted]
I have reviewed the response offer 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 Why do I have to wait to days for it to be fixed on my credit reportIt didn`t take them but one fax or call to mess my credit up.I would like it to be fixed ASAPAfter my GMC Envoy Got totaled they keep on telling me they would work with me but that never happenI was never late on a payment and most of the time I paid more that my paymentWhy Hart couldn`t had offed no payment down.Hart never called to see if they could help out in any wayThey got paid and know concern how I was supposed to get from point A to B.What about the hard hits I got on my credit because Hart fail to do there job correctNow I have to pay for it Some of us works payday to payday to have things but some don`t..Ask yourself thisWhat would you do if it was done to you
I have reviewed the response made by the business in reference to complaint ID 11442266, and find that this resolution would be satisfactory to me Regards, [redacted]
Dear Mr***,We are sorry for your dissatisfaction with our service facility and our company in general.Each year we service thousands of our customers' cars and trucksOur goal is 100% complete satisfactionWe realize 100% complete satisfaction is a lofty goal, and each year we sometimes have a customer that we cannot completely satisfyOur performing a recall for under body corrosion on a northern state vehicle, and the brake light switch recall are not cause for any of the problems you have had with your vehicle.At the time of performing the recalls, there was NO indication that the alternator would fail hours after taking your vehicle home.Sincerely, Danny Hart P.SNotes from my service manager regarding the repair and Hart's efforts to satisfy Mr [redacted] Mr [redacted] bought this vehicle at [redacted] The ***'s had it at another shop who advised to them to bring it to the dealer for the recallWe did in fact offer a resolution which they accepted We paid the towing We participated in the labor $only charging them $ for hours labor for diagnostic and R&R the alternator We provided a brand new Kia Sportage with miles which they kept for days (at $per day equals $480.00) They clocked miles on our vehicle They stalled on authorizing the alternator because they had a new car to rideI told [redacted] to get our car back and then and only then was their back to the wall Here is our expense in the vehicle we never saw before $tow bill $labor $rental fee $Total expense WE DID NOT CAUSE HIS ALTERNATOR TO FAIL I am truly sorry this man has had problems with his Sedona but they are because of a lack of maintenance and miles not a plug in brake light switch
Hart Motor Company is working towards a solution regarding suitable financing on the automobile for our customer.The information provided by the customer regarding income needs to be verified by the bank. To date, this has been the main issue before us
Hart Motor Company is actively seeking answers and a resolution to the customer's complaint
I have reviewed the response offer 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
MrHart,
While
I certainly do appreciate you taking the time to respond to my complaint, I
have to say I find it a little strange that someone finally responded a week
and a half after my initial complaintVery conveniently, the very day that we
agreed to have our car repaired and paid your company $out of our pocket
after bringing our car into your facility for only a recall repairWe had NO
problems whatsoever out of our car before we brought it thereThe only reason
that we finally had our car repaired there was because our backs were against the
wallWe had a car that was not running and we could not afford to have it
towed to another dealerHad we been able to do that, we certainly would have
We had already paid $(including the $for the battery that was not
needed) out of pocket on our vehicle and absolutely would not be able to pay a
towing fee to have it moved to another dealer
I do
not disagree that obviously there was a problem with the charging system or a
short somewhere (which there was not prior to us bringing our car in for the
recall repair)I don’t, however, appreciate you insinuating that I am being
dishonest about the age of the battery in our carIt was not the original
batteryThe battery was less than two years old, which we reported to your
staff numerous times (***, *** and ***)After complaining about the
issue that we had to both *** as well as ***, we were told by both that it
was the battery without them even looking at it*** did mention that he would
look at the car, but we would have to “get it there”, meaning having it towed
at our expense to your facilityHe then told me that we should get a new
battery though, and that should fix our problemNo one offered to assist with
towing after our initial break down which happened to be less than two hours
after my wife pulled out of your parking lot
I do
understand that you are not responsible for problems that may come up in the
“future”, however I don’t expect the “future” to be two hours after leaving
your facilityIf an inspection of our vehicle was in fact done, as you say it
was and everything checked out finePlease do explain to me how in less than
hours everything malfunctioned and my wife lost all control of the vehicle in
as well as steering (in the middle of traffic) just after it “passed” an
inspection? Did you do the inspection yourself? If not, I don’t understand how
you can say without a shadow of doubt that everything was done exactly as it
should have been
After
our second incident (days later), we were told that it was our TPS switch and
the very next day were told that it was not our TPS switch but our alternator
It went from being the battery to the TPS switch to the alternatorThis makes
me question anything that is being done to my car at your facility
I
also feel that your healthcare analogy was a bit condescendingIt would be
more appropriate to compare this to visiting your family doctor and being
diagnosed with a broken arm, when it was in fact a heart attack
After
our recent issues with your facilityWe have spoken with quite a few people
who mentioned that they had problems there as wellOne of which stated he had
the exact thing happen to his car after bringing it in for a recall repair
My
wife and I will soon be in the market to purchase a new vehicle, however, at
this point I would not be inclined to purchase any vehicle from your dealership
and would certainly not have any work done to any vehicle thereWe are
incredibly unhappy with how we have been treated by your company and feel that
your customer service is more than lackingWe are also unhappy that we were
not offered any resolutionI would hope that as a family owned company that
you would take pride in your customer service and try to do what is best for
your customers under your good nameUnfortunately, we feel that this has not
been accomplishedI would never refer any family or friends to your facility
Sincerely,
***
*** A
very unhappy customer
Dear *** ** ***While I could go into detail over the various points you have made regarding the Acadia you purchased from us November of 2015, I would like to state a few facts as I know them.-We supplied a vehicle for you to drive while repairs were performed in our mechanical shop.-We
replaced all of your tires at our expense.-When you had an airbag light on, and we discovered the seat belt pre-tensioner had been tampered with, we informed you and showed you the old part.-After this discovery of the seat belt pre-tensioner, we pulled a current CARFAX reportWe also pulled an AUTOCHECK report.-We use CARFAX on every car purchase we make, as well as supply every customer with one during the purchase/delivery processThe AUTOCHECK report is similar to CARFAX, but is not as recognizable to most consumersNeither of these reportsclaim 100% accuracy, as the information is only as good as what is, (or is not) reported through police reports, insurance companies, service shops etc.We offered, (before the Revdex.com was notified) to replace the vehicle with a like model year and priced vehicle OR give you a full refund of all the monies you paid for this vehicle.We issued you a check for the amount of your total transaction, including any service charges paid on May 11, (Same date we received Revdex.com notice).Hart Motor Company has never experienced a situation like this as we embark on our 80th year in the Roanoke ValleyOnce we realized the problem with the airbag system, and one of its components, we immediately took action with you to replace the vehicle, or refund your money for the vehicleWe did the latter and you have been made whole regarding this transaction.This situation was not “business as usual,” and for that, we respectfully apologize to youWe hope to earn your family’s trust in the future.Sincerely, Daniel LHart
I have reviewed the response offer 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
I and my wife provided every bit of information that was asked of usThey then recently as of last week contacted me saying "hey great news we found a new lender that will take the loan as is with an additional $down but your payments will be $higher" Being that from the beginning I said I was willing to put down what ever was going to be needed to help out on the monthly payments and overallI paid the $the same day and left work now for the 4th time to sign more paperworkFriday I was called by this bank saying that they took the loan and was going to be sending me out info regarding payment books and such that would be needed to make sure I made the first payment due in July. Now this morning I get an email from my sales person stating that the bank now needs my landlords phone number and name I faxed the bank a copy of my lease along with her nameI am not willing to go against her privacy and give her personal cell phone number out or house number outThat to me is to much information and if this is not resolved I would like all of my money back and wash my hands of thisI have already spoken to a different dealer that has gauranteed me that with all of the money Ive spent on downpayments that they will get me into the same car for the same money Just to clarify over the last month or so I have now given the following information for a carNot a house a car. $in cash$in trade in valuemonths of bank statements from different accountsmonths worth of paystubsCopy of lease from move in date to the current that was just signed Copy of different bills to verify where I liveI also now have over credit inquiries on my credit report where it was ran multiple times on different dates I was told by *** Motor company that everything was good this timeAgain I feel I am being ran through the ringer and no one wants to admit itAll I hear is its not our faultIn my opinion the way I am being treated by this well known, well established, car dealer that my family has dealt with for years is acting like they just got into the business.
Regards,
*** ***
Dear Mr. [redacted],We are sorry for your dissatisfaction with our service facility and our company in general.Each year we service thousands of our customers' cars and trucks. Our goal is 100% complete satisfaction. We realize 100% complete satisfaction is a lofty goal, and each year we sometimes have a customer that we cannot completely satisfy. Our performing a recall for under body corrosion on a northern state vehicle, and the brake light switch recall are not cause for any of the problems you have had with your vehicle.At the time of performing the 2 recalls, there was NO indication that the alternator would fail 2 hours after taking your vehicle home.Sincerely, Danny Hart P.S. Notes from my service manager regarding the repair and Hart's efforts to satisfy Mr. [redacted]
Mr. [redacted] bought this vehicle at [redacted]. The [redacted]'s had it at
another shop who advised to them to bring it to the dealer for the
recall. We did in fact offer
a resolution which they accepted.
1. We paid the towing
2. We participated in the labor $168.30 only charging them $49.95
for 1.7 hours labor for diagnostic and R&R the alternator.
3. We provided a brand new 2015 Kia Sportage with 3101 miles which
they kept for 12 days (at $40.00 per day equals $480.00) They
clocked 393 miles on our vehicle.
4. They stalled on authorizing the alternator because they had a
new car to ride. I told [redacted] to get our car back and then and
only then was their back to the wall.
Here is our expense in the vehicle we never saw before.
$75.00 tow bill
$168.30 labor
$480.00 rental fee.
$723.30 Total expense.
WE DID NOT CAUSE HIS ALTERNATOR TO FAIL.
I am truly sorry this man has had problems with his Sedona but
they are because of a lack of maintenance and 112020 miles not a
plug in brake light switch.
I have reviewed the response offer 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.
Why do I have to wait 30 to 60 days for it to be fixed on my credit report. It didn`t take them but one fax or call to mess my credit up.I would like it to be fixed ASAP. After my GMC Envoy Got totaled they keep on telling me they would work with me but that never happen. I was never late on a payment and most of the time I paid more that my payment. Why Hart couldn`t had offed no payment down.Hart never called to see if they could help out in any way. They got paid and know concern how I was supposed to get from point A to B.What about the 2 hard hits I got on my credit because Hart fail to do there job correct. Now I have to pay for it Some of us works payday to payday to have things but some don`t..Ask yourself this. What would you do if it was done to you .
Dear Mr. [redacted], Hart Motor Company has contacted our Dealer Management System provider ([redacted]) to address your payment history concerns.Hart did receive and receipt the [redacted]...
Insurance check on August 23, 2016. This credit amount did pay off your account for the 2005 GMC Envoy VIN [redacted].Since you kindly brought this error to our attention, we contacted the people at [redacted] to remedy this posting mistake on your credit file. We have been assured by [redacted] that this change will take effect within 30-60 days of todays date. Your account status will reflect a 13(Paid or Closed account/zero balance).Thank you for bringing this error to our attention.Sincerely, [redacted]Vice PresidentHart Motor Co., Inc.
Dear Mr. [redacted], Occasionally we have information provided to us by consumers which the bank(s) must verify. When banks cannot verify, we are faced with finding alternative lending sources for consumer loans.We are sorry this particular loan process was slow, but we were faced with going to a different bank to procure the loan for the consumer.All stipulations for consumer loans are predicated by the bank and not the dealer.I apologize for this collectively frustrating experience for you and your family.Sincerely, [redacted]. [redacted]
I have reviewed the response offer 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.
Mr. Hart,
While I
appreciate your second response, I feel that your customer service is completely
lacking and your service staff is unbelievably rude. Our car was towed after
the (SECOND incident), to YOUR facility when it broke down after leaving YOUR
facility. Yes, the tow bill was paid, as it absolutely should have been.
However, it was ONLY paid after we came to your facility for the SECOND time to
complain that our car had broken down yet again after leaving your facility. The
diagnostics were free, which absolutely should have been after my car broke
down after leaving YOUR facility. Do you routinely make your customers pay for diagnostics
to be done on their vehicles if they have a problem with them hours after
leaving? Most places would absolutely offer that service complimentary to keep
their good name if they stand behind the services that they offer. We were
offered a loaner car by YOUR staff on that Friday– we did not ask for one. We
were given the car, off of your lot (not a rental from an agency – a car off of
your car lot ) at 6pm on August 28th (Friday). We were told by [redacted]
that our car would be looked at on Monday or Tuesday of the following week. We
were called Monday afternoon and told that it was our TPS switch. I called back
on Tuesday and spoke with [redacted] ( I was not able to get back with him Monday
because I was at WORK and I didn’t get his message until after your office was
closed). I was told on Tuesday afternoon that they went back and looked at the
car again. I was told that they put it on the “computer” and were told that it
was the TPS switch. After looking into more depth, I was told by [redacted] that it
was NOT the TPS switch, it was the alternator.
[redacted] asked me if I wanted to have it fixed or not. I told him that I
would like to call around and get some quotes and advice from other facilities
before I had your service staff “repair” my vehicle. [redacted] stated it was perfectly fine for us to
call around and get quotes and just to let him know what we decide. After
calling a few places, we quickly learned that Hart is about the only place
around Roanoke that will work on Kias. So, rather than have our car towed to [redacted], we hesitantly agreed to have it fixed at Hart – My wife called
Friday morning at 8am to get a copy of everything that had been done to our car
from the beginning faxed to her at work for our records – 2 hours later, she received it. She then received
a call from [redacted] ( left a message – she is a nurse and is not readily available
to answer the telephone). He left a message on her voicemail stating he faxed
what she requested and that we needed to “figure something out because this
money was coming out of his pocket”. She attempted to call [redacted] back during
her lunch time – 1pm and was told that he had already left for the day and
would not return until Tuesday (he did not mention that he was leaving early in
his message). She was connected to his voicemail and left a message for him. We
had started this whole process with [redacted] – who knew the whole situation and
wanted to continue dealing with him. So, yes, we did have your car for another
few days because [redacted] was off and we were not able to get in touch with him. We had absolutely no control over that. It was
a holiday weekend and apparently, he took some time off. We were in contact
with [redacted] many times over that time period and he never once mentioned that
there was any fee or problem associated with us having your loaner while your
staff attempted to figure out what was wrong with our car. Only after my wife
requested a copy of the all of the paperwork and a rundown of everything that
was done to our vehicle did he mention anything about that. We most certainly
were not out joyriding in your vehicle. We needed a means to get back and forth
to work – which was offered to us, so we gladly accepted. We both have full
time jobs as well as have a child in school, daycare and extracurricular
activities that we need a vehicle to attend. My wife drove your vehicle back
and forth to work as well as used it to take our daughter to and from sports
practices and to and pick her up from daycare. We have a minivan for a reason.
The car we were LOANED was small and very inconvenient for us with children. To
insinuate that we stalled on having our vehicle fixed just because we had a “new
car to ride around in” is absurd. The fact that your car was newer than ours
makes no difference to us – again we were offered this loaner by YOUR staff. It
was returned in the exact same condition that it left your lot in as well as
had a full tank of gas. We wanted OUR car fixed, and to be treated RIGHT. We
were treated with an incredible amount of disrespect and greeted on many occasions
with a “that’s not our problem” attitude. To give us a run down and a tally of
all of the “hard work and money” you put into our vehicle is a joke and should not
be a factor in any of this. It is poor customer service. We are a hard working
family and feel like we have been treated poorly by YOUR facility and YOUR
staff. Also, your service manager is
incorrect with his facts. We did not purchase our vehicle from [redacted]. We
purchased it from [redacted] in [redacted] – not that it makes any
difference AT ALL where our vehicle was purchased. Is he saying that we would
have been treated differently had we purchased our car from your facility? I
would certainly hope not. We also did NOT take our vehicle to another shop
before coming in for the recall. We went to Autozone and purchased a new
battery – per the advice of your service manager and your staff member – [redacted]…
and of course this was incorrect information as we did not need a new battery.
The fact of
the matter is we had a problem with our vehicle after we left your facility,
not days or weeks later…. 2 hours. Had we been treated with respect from the
beginning, we would not be so upset. We were put off from the start. Had we
walked into your facility and been treated different the morning after the
first incident, we would not be so upset. I walked in the morning after the
initial breakdown – since your facility was closed 2 hours after we picked it
up the night before – and was immediately given incorrect information. Our
experience only went downhill from there. And unfortunately, continues to do
so.
I certainly
know now how you choose to run your business and treat your customers.
Sincerely,
[redacted]
Dear Mr and Mrs. [redacted], We are sorry you have had problems with your Sedona.The charging system obviously failed at some point causing the battery to run down.After you put the new battery in the vehicle, it soon became discharged as well. When the charging system fails and is not charging, it...
can and will "discharge" your battery. This is what happened to the Sedona, causing the power to go out, warning lights, etc. Without proper voltage, any vehicle and its computer controlled systems will fail and not perform as designed. The 2 recalls we performed on your automobile were not associated with the battery or charging systems. We do not know if the battery you replaced in the van was the original battery which came in the vehicle when it was new. If so, the battery could have been 8 to 9 years old and was probably in need of replacement anyway. We thank you for writing and sharing your concerns about your vehicle. We do not feel responsible for the maintenance costs associated with your Sedona. The recalls we performed were NOT associated with your battery or charging system. The 50 point inspection is a "check up" of the current status of your vehicle. It is no guarantee of what may come up in the future. Just as a physical exam by your doctor does not guarantee perfect health after the examination in the days and weeks that follow. Sincerely, Daniel Hart
I have reviewed the response made by the business in reference to complaint ID 11442266, and find that this resolution would be satisfactory to me.
Regards,
[redacted]