H & H Hardware Inc.

In regards to Ms [redacted]'s response, I am the owner of the dealership that is responding that has spoken with Ms. [redacted] on many occasion,  I am the one she asked to help her get out f the car and she even asked to get into a specific car, a black [redacted] 200 that we had in stock when we last spoke. She asked me to pull her credit application from her previous deal to see if I could get her out of the car loan, may I ask how are we supposed to try and get you out of the car unless we speak with lenders which she absolutely instructed me to do. I have already responded to the mechanical portion of the complaint. We understand has had a few issues that we have tried to address for Ms. [redacted] with as little expense as possible and we are of course unhappy about the situation as well but as far as trying to get her out of the vehicle and loan her credit simply doesn't support that transition without a large amount of money down to cover the negative equity of the loan or a strong co-signer.  I am not sure if she doesnt want to do business with us why she would ask us to trade her out.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Why would I try for a 19,000.00 loan knowing how low my credit score had gotten over the past year? And yes you mentioned the [redacted] 200, however I never seen it, nor test drove it, and said I would come in and talk to you or whoever  i was speaking to on the phone, when I came in to pick up my car from service. Again my boyfriend went in and told you no we were all set. I also came in 3 weeks ago and sat with [redacted], who was suppose to have you contact me and I haven't heard anything since. So today I will be paying AGAIN for another power steering line to be installed another rental as well, and MR OWNER, is it ok that  parts of my car were left just sitting on the engine and not put back were they belong? would you like your car returned back to you like that? And wait how is it also ok pre-owned or not that a coolant fan goes 4xs in less than a year. Your ok with that as well? Look at my service dates , in for service, out, back in a few times within a day or 2. Come on I may have a low credit score but really I'm far from stupid.
Regards,
[redacted]

We asked Ms. [redacted] to please bring her vehicle back for service so we could take care of all of her issues and we have not seen her since we asked her to come in.  All she needs to do is come in so we can address her issues...

In regards to Ms. [redacted]'s complaints we are deeply sorry for the inconvenience she has experienced.  When we sell our fully inspected vehicles we never anticipate them having issues after the sale however they are pre-owned and because of this fact we simply cannot predict the future and...

what will break on our vehicles. I went through the history of Ms. [redacted]'s visits and below is a description of what happened date by date. The vehicle was purchased by the customer 6/12/17 with 105,729 miles. The vehicle came in with the first issue, 2 months after purchase 8/17/2017 with 107,603 miles, with the concern of a clanking noise from the left front of vehicle when going over bumps. This issue was diagnosed as a faulty left front brake caliper. The repair was covered under the customers extended warranty. The customer was responsible for the $100 deductible only.  The next time the vehicle came in, on 9/13/17 3 months after purchase with 107,937 miles, the customer had a concern of an oil leak under the engine. The issue was diagnosed as slightly leaking head gaskets. Again, the repair was called into the customers extended warranty. The repair was covered under the extended warranty. The customer’s portion of this repair was $120.76.  At that time, the customer chose to replace the timing belt, water pump, spark plugs and transmission lines as preventative maintenance. These repairs were not done because of any issue that were present. They were done as preventative maintenance since the engine was being torn down to replace the head gaskets. The customer had the option to do these maintenance items at a discounted rate, due to the engine being torn down for the head gasket replacement or to wait and do them at a later time. The customer chose to do these repairs at the discounted rate while the engine was apart for the warrantied head gasket repair. The elected repairs were $1189.76 On 11/8/2017 5 months after purchase and with 110,048 miles, the vehicle came in with a concern of a rattling noise from the engine. It was diagnosed as a catalytic converter rattling. The vehicle was operating as designed at that time. There were no drivability issues present. This repair is not covered under the extended warranty nor would it be covered our warranty even within the 30 day prior as this is not a safety concern. The cost to do this repair is $450. The customer declined to repair the vehicle at that time. 12/22/2017, 111,580 miles, 6 months after purchase, the vehicle came in with a concern of a check engine light being on, the vehicle is running rough and has trouble starting. This issue was diagnosed as a faulty ignition coil. This repair is covered under the customers extended warranty. The customers cost to repair the vehicle is $100.  Since this last repair we have are not aware of any additional issues with the vehicle.  As far as necessary repairs to the vehicle Ms. [redacted] has come out of pocket $320 over the last 6 months, the other $1200 were elected preventative maintenance. We of course again never want any of our customers to have to spend any money on their vehicles after purchase however when purchasing a used vehicle this unfortunately sometimes is part of the process.  We have tried to help Ms. [redacted] in every way we possibly could, providing loaner vehicle when available, reducing the price on the preventative maintenance for her and expediting her vehicle through our shop.  As far as the length of time, the warranty Ms. [redacted] purchased which is a great warranty does provide the parts so when doing a covered service we are at the mercy of the warranty company to provide us parts in a timely manner.  We strive for every one of our customers to have an excellent experience and it’s evident in this instance we have fallen short of the goal and for that Ms. [redacted] I am truly sorry.  I would be happy to reduce the price of the CAT installed to $300 reducing the price by $150 if that helps which I truly hope it does. I hope in the future there are far less service issues and we can earn back your trust as your service center. Thank you [redacted]

As we agree that the internet is not a place to find formal recalls its a great resource to find common issues with the vehicle. In fact we took it to the dealer on Ms. [redacted]' behalf and they found that the ECU clip was faulty and the [redacted] Dealership fixed it for free as this is a common issue with this model vehicle as we stated before.  The vehicle is done and ready for pickup with no charge to the customer!  [redacted]

Ms. [redacted] is very confused.  She has visited the dealership on several occasions and when we try to explain the terms of her finance agreement to her she gets very upset and storms out.  She doesn't understand that the taxes and registration are itemized on her retail installment...

contract.  She thinks that because she gave the lender 2000 down to purchase her vehicle where that money has been applied to her sales tax that it shouldn't be on her retail installment contract.  we have tried to explain it to her multiple times, I even told her I would write everything out for her and she didn't want me to explain it to her again.  there truly is nothing to discuss...

In regards to [redacted]'s issues, we are picking up the vehicle tomorrow and are going to repair whatever issues she is having with her [redacted]. The vehicle is fully state inspected but was experiencing some issues with her thermostat and radiator. We installed a new thermostat and radiator the...

first time and returned the vehicle to her.  We are unsure if the issues she is experiencing now are new or have to do with her previous issues.  We will keep her updated as we diagnose the service concerns.  We are providing her with transportation while we fix her vehicle free of charge.  We spoke with Ms. [redacted] and she understands and is now ok with us fixing her vehicle, this complaint must have been submitted prior to us speaking with her. thank you [redacted]

In regards to Mr. [redacted]'s complaint, we instructed the customer to please bring the vehicle in so we could identify the problem as I said in my first response to this complaint.  We still have not heard from [redacted].  [redacted], please call teh dealership, your welcome to ask for me, we will set up a time to have the car looked at again and see if we can identify the issue and rectify it.  This appears to be exactly what you are looking for. Thank you! [redacted]

To Whom it May Concern.   We of course apologize if you feel you were mislead as that is never our intention.  We can never tell a customer we can get their issue with their vehicle covered under warranty until we look at the vehicle.  I have sat down with the technician and the...

service manager and they both confirmed that the complaint you had was directly tied to your shock which was severely damaged. If the shock wasn't damaged why did the customer have it replaced at his own shop.  The wheel bearing makes a totally different sound according to our factory trained technician.  After we would have replaced the leaking shock and test drove the vehicle we might have been able to hear the wheel bearing but the knock of the shock is so loud you couldnt hear anything else. We are terribly sorry our pricing wasn't in line with your technician.  We do offer price matching had we had a quote form your own technician we would have matched it.  The Wheel bearing however is covered and I'd be happy to pay for your deductible as goodwill for the inconvenience or miscommunication. Thank you,  [redacted]

Revdex.com:
I...

have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I do not except their response that is not a solution. I clearly stated I wanted them to repair the truck at their cost. Barrys has never called me back to disclose whether or not they would cover the repair, I can take the truck to [redacted] for repair if I was going to pay. The issue with my vehicle occurred within 2 weeks of purchase and they shrugged it off. I have no trust in Barrys Auto without them stating that the repair would be at their expense, I WILL NOT BRING IT BACK based on poor  business ethics. I would be more than happy to bring the truck back anytime for repair at their cost, otherwise I will send it to [redacted] after I receive my loan from my 401k, and I will begin to proceed legal actions through a lawyer.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 12046467. . 
 Your company is leaving out the facts here... I was sold this car 8 to 9 months ago... days after my purchase I complained of the minor thump ... I was assured that all cars that are sold go threw a full inspection and all repairs are made that there should be no noises from anyhing wrong with the car to not be concerned ... told me it could be the tool bag attached to the spare tire or a piece to he jack that should be in the trunk... I spent a few months not driving due to money and weather issues ... as soon as I started using it again I called again and said that I had went threw the trunk and the noise was still he same ... nothing was bouncing around ... shop recommended I bring it in I bring it in and am told I have a severe shock issue ... severe shock... makes a loud bang not a thump with a light wiggle. .. now ... besides the over pricing your company would have had 0 issue and would have been told to do the job if... it up held its websites statement if free loaners ... I was denied and lied to told I was a liar as I was looking at your website .... that's where this is coming from I wouldn't be pressing the facts ... I would caved in and took the loss... but now that your not seeing my point here let me explain ...  y car was broken and you lied about I did nothing with or to the car to have a severe anything issue... but lack of commitment to your policy it was broken and the same problem wouldn't have been fixed by the replacement of the shocks because the shocks were of no issue shocks are loud especially when severe my car made no loud bangs or bumps... fact is the same exact noise was being made after I had my shop replace the shocks wich they do so because I told them too not because they diagnosed it ... after they replaced and the same exact noise and wiggle was present I then asked them to re diagnose it based on my complaint ... minutes later they brought me into the shop and showed me that the first step to diagnose the problem I described was to check the wheel to see if it's lose or the bearing wiggles quickly noticing the play and the similar noise I heard from in the car told me and them that was the issue I asked if he would normally check the shocks before that step and they stated no that they would check the shocks if I was complaining of a much louder noise stating that a severe shock issue would be very noticable not a faint thump... regardless the 2013 should have been in mint condition from off the lot 8 to 9 months of regular driving primarily escorting elderly to and from appointments and for to work and from work very close to my house there should be no problems .... you need to understand that there was never a shock issue ... there was never a loud noise being made... that's the lie ... and that lie should make you realize you sold me the broken car ... to me that against policy and should be against the law ... I replaced shocks you should pay I replaced a wheel bear assembly you should pay ... the car shouldn't have had any problems and I never should have been sold it broken then lied too ... to be lied to more about what was wrong... to be lied to and called a liar when trying to make you uphold your false advertising about free loaners ... I will contact the attorney generals office and other corporations to press this rude behavior until you uphold your 100 percent customer satisfaction gaurentee that you flaunt all over your websites and on your in store fliers and signs I was attracted to your business for that reason I chose you I could have found and better deal I chose to deal with you hoping your company would keep me as happy as your sales team ... this is not funny but your employees had salesmiles ands they informed me my parts where not covered and as I salesmiles too there telling them I know what a bad shock sounds like and I knew that wasn't what I was hearing again the used the words I assure you there bad and can't only do 1 we have to do both and there quite expensive but they need to be done ... trying to suck me in to paying for parts that I truly believe we're never damaged ... and if they were in such a condition it was on your company not fixing them before selling me the car or at least putting in ifntn paper that the car would need them soon ... assuming again that your all cars go threw a xxx point  inspection and are fixed before sold... in all you should pay for all things fixed that I have receipts for labor and parts because the car shouldn't have either of these issue in the little amount of time it's been in my hands ... again I was kind enough to let all slide if you had just given me the free loaner so you can only thank yourselves for whatever loss I make you feel and I have time I have money and I will pay to make this the biggest deal for your company wether I have to get a crowd to protest or a lawyer to sue I will do what needed I am an honest person and your people there are rude in general let alone doing things like this to regular people on a regular basis ... not fair ... example of rude... I brought the car in for one of those free washes and you guys chipped the paint in like 3 places I immediately said something and was told there was nothing they could do... sorry... 8 to 9 months guys car should be mint I have a perfect driver record my avg speed is 20 like omg severe shock.... wheel bearing .... sorry never seen it happen before on such a new car ... so feel free to explain so it can do the same as your employees and assure you that your wrong and not looking at this from the whole picture this isn't a mis diagnosis this is a deliberate diagnoses on a car that shouldn't have any problems... for company profit gain period your staff mentioned nothing Bout price matching actually they were laughing actually how upset my wife was when she heard she somehow had actually severe shock issue on her brand new car ... smerking and making comments acting like I should know better so I used my better judgment to assure myself your shop was out to make a buck ... so as far as I'm concerned I'll do everything I'm can to be reimbursed in whole for you lack of professionalism or for your rudeness in regards to a mistake clearly made bye you techs because your sales floor is not going to know that they over looked the wheel bearing assembly. .
Regards,
[redacted]

In response to Ms. [redacted]'s complaint,  I have spoken with Ms. [redacted] many times and have been involved in her services with our company.  I have returned many phone calls to Ms. [redacted] and have tried to get her out of the vehicle as far as trading her out but due to her credit...

situation she is unable to trade out of the car.  As far as her service concerns,  we of course feel bad that her vehicle has needed service but we have helped where we can, "goodwilling services" that are not covered under warranty to minimize her cost.  We fixed everything under her warranty within the 30 day period when she bought the car.  The items that she has had to replace on the vehicle after the 30 days were not covered by Barry's as her 30 day warranty had expire.  I have attached a detail of what Ms. [redacted] had to have replaced and when they were replaced.  As you can see most of her issues that she had to pay for out of pocket other than a $100 deductible on a covered part started after 6 months of already owning the vehicle.  As we never intend our used cars to have issues, sometime they need additional service.  We adhered to RI state law, including RI lemon law. Ms. [redacted] owns a vehicle that is 10 years old with almost 130,000 miles on it and though we back all of our vehicles regardless of age and or miles, vehicles that are older with higher miles are expected to need more services than newer vehicles.  We have tried to help Ms. [redacted] in many ways and feel deeply for any customer that has to spend money on their vehicle but that is unfortunately a part of owning a pre-owned car. PURCHASE DATE 6/29/2016 Internal Customer Pay COMMENTS DATE Length of time since purchase COMMENTS DATE Length of time since sale UVI 3/30/2016 0 days customer hit pot hole and damaged strut under warranty 7/13/2016 2 weeks replaced faulty fan motor 8/31/2016 2 months cooling fan needed to be replaced under warranty 8/15/2016 1.5 months electric fan assembly 4/18/2017 10 months replaced oil filter housing gasket & sway bar bushings 12/19/2016 6 months replaced shock and valve cover gasket 1/12/2017 7 months replaced mass air flow sensor 1/17/2017 7 months valve cover gasket under warranty 1/26/2017 7 months needs starter under warranty 4/25/2017 10 months power steering pipe 5/4/2017 11 months           Internal Customer Pay COMMENTS DATE Length of time since purchase COMMENTS DATE Length of time since sale UVI 3/30/2016 0 days customer hit pot hole and damaged strut under warranty 7/13/2016 2 weeks replaced faulty fan motor 8/31/2016 2 months cooling fan needed to be replaced under warranty 8/15/2016 1.5 months electric fan assembly 4/18/2017 10 months replaced oil filter housing gasket & sway bar bushings 12/19/2016 6 months replaced shock and valve cover gasket 1/12/2017 7 months replaced mass air flow sensor 1/17/2017 7 months valve cover gasket under warranty 1/26/2017 7 months needs starter under warranty 4/25/2017 10 months power steering pipe 5/4/2017 11 months