Hair Expressions

Complaint: [redacted] I am rejecting this response because:We don’t know who wrote this response - probably the Dealer Principal - but it is completely and inaccurate as to what transpired that dayWhere is he getting his information – because he was not present when the sale was made or in February when we contacted Derrick Dodge? [redacted] When we discussed what we wanted with the salesman, we were very clear that we wanted the 0% at months as advertisedWe also discussed this with the Finance Manager and Sales Manager and we assumed they would handle this in a professional way and communicate our instructions amongst themselvesAt no time did they indicate that we could not get 0% for monthsNo other terms or conditions were ever discussedIn fact several times we mentioned "why would we pay interest if we didn’t have to?"The ad was for 0% for months on the bottom of the front page of the [redacted] and we had that paper in our hands and even showed the salesman what we wantedThis sale would never have transpired if the conditions were as the Dealer Principal is statingAlso if there was no 0% for months was the ad then not advertising?At no time did anyone at Derrick Dodge go over any of the details or conditions of this sale with us and we believe it was there responsibility to do so! [redacted] The Finance Manager was too busy [redacted] while people were constantly hanging outside his door as we were trying to concentrate on having our documents written upThe Sales Manager was also constantly being interrupted as we sat in front of him trying to get information from him about what we could get for a trade on our [redacted] [redacted] We believe that the Finance Manager is mostly responsible for this as he did not communicate to us properly what he was doing and he also spent a lot of time trying to convince us we should get the extended warranty – which we now regret taking! And yes, he was rudeAs for the [redacted] suggesting a Line of Credit for a lower rateWe spoke to [redacted] Managers and they just laughed and said [redacted] the RBC representative are grasping at something that does not exist [redacted] According to the message from Derrick Dodge they are saying we are asking them to "change a situation" based on our word, yet they are completely willing to believe the word of the Salesman and Finance Manager [redacted] We agree we have some responsibility but so do the employees and management of Derrick Dodge [redacted] We would like a response from Derrick Dodge Sincerely, [redacted]

individuals on separate occasions spoke with the [redacted] in person and one by phone, and went through this transaction with themNot once was any one rude or condescending to themif anyone was rude it was the customer making accusationsA new [redacted] was in fact advertised at the time they purchased their vehicle and Zero percent financing was available at that time but not for months as indicated but for monthsI sat with the [redacted] myself and discussed this matter with themI spoke with a Representative of the [redacted] bank and tried to see if there was anything they could do lower the interest rates and it was that person at the [redacted] bank that suggest a line of credit may lower the rateSo I have no idea why the [redacted] are stating what they are stating, other than slandering Derrick DodgeThe unfortunate reality is iam being asked to change a situation based solely on their word that they wanted zero percent financing and would have been happy making payments of $for months rather than the $for months they signed forTo do this I would have to absorb $in interest charges that the bank is charging them We have a process that protects the customer from any wrong doingall customers are asked at the time of the sale if they have been promised anything that isn't put in writingThe [redacted] signed that nothing has been promised other than what was in writingThere is no mention of zero percent financing anywhere on anythingit is hard to believe that the [redacted] came in to buy a vehicle and the buying decision was a zero percent interest rate and that they never rote that on the offer to purchase especially when the deal was negotiated on a monthly paymentThen they were supplied with documents to sign that clearly indicates a percent interest rate for monthsMrs [redacted] indicated to me how careful she is when she signs documents and yet wants me to believe she never noticed the interest rateIt took them months to figure it outThey have copies of all the documents and they clearly indicate 3.49%The reality is Derrick Dodge doesn't get to keep the interest the customers are payingThat is a finance fee that is paid to the lenderthere is nothing I can do to lower the rates at this pointHad the customer come back within days and indicated they wanted 0% we could have cancelled the original agreement with the bank and had it re done for months at 0%But not months laterThe only way they can lower their rate is as indicated by the [redacted] rep and go and apply for a line of credit and pay off the original loanAgain I state at no time was anyone at Derrick Dodge rude to the [redacted] All involved spent a great deal of time going through the deal with themunfortunately they don't like the fact that we can't simply wipe out interest charges that they signed for months agowe don't get the interest charges so we can't give it backthere is nothing we can do to change this for the customerThey signed a legal binding contract with the Banka contract that clearly indicates all the responsibilities of both partiesWe have a copy of itthe bank has a copy and so do the [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/11) */ derrick dodge sends out letters inviting potential customers in to our business to take advantage of sale day discountssome of the contacts are received from info Canada indicating individuals who may be interested in purchasing a vehicle other contacts are purely mail outs into specific postal code areasthey are harmless invites sent in the mail similar to items received from numerous retail outletswhen individuals call or write in asking to be taken off the list it is our company policy to ensure they are removed immediatelyI have verified the this person has in fact been removed from the contact list and shouldn't receive any further mail from derrick dodgeI cannot say when she was removed because the change is not date stamped but I can confirm she was removed before I went in to remove heri have also contacted the sales department to ensure she doesn't receive any phone calls from us[redacted] Sorry for any inconvenience this may have caused the individual and damage to our sensitive environment Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel that calling the junk mail a "harmless invite" minimizes my complaintThese mailings should include a phone number and email address so that citizens can request ONCE and immediately be removed from the mailing listI also feel that it is disappointing to receive a letter that looks like personal mail but actually is not [redacted]

I BELIEVE THIS SITUATION IS UNDER CONTROLWE HAVE ALWAYS BEEN IN CONTACT WITH THE CUSTOMER IN REGARDS TO THE TRANSMISSION ISSUETHE SALESMANAGER INVOLVED IN THE DEAL HAS ALWAYS BEEN IN CONTACT AND IS TRYING TO ENSURE A POSITIVE OUTCOMETHE QUOTE OF $10,FOR A TRANSMISSION IS VERY UNREALISTIC AND I BELIEVE WE HAVE ASKED FOR THE UNIT TO BE BROUGHT TO DERRICK DODGE FOR US TO TAKE CARE OF THE ISSUEI AM SORRY IF THIS WASNT REPOSRTED TO THE Revdex.comSTRICT INSTRUCTIONS WERE GIVEN TO AN EMPLOYEE TO ENSURE THE ISSUE WAS BEING DEALT WITH AND IT IS, BUT I BELIEVE HE MISSED THE STEP OF TYPING A RESPONSE TO THE Revdex.com

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. However, I would suggest Derrick Dodge in the future instead of trying to have clients approve repairs over the phone have the clients come in and go over those items that require repairs. Although you cannot enter the shop to inspect your vehicle, Derrick Dodge should take pictures of those items (i.e: driver shaft, hoses, etc.) to show the client the state of these items. Trying to get clients to approve repairs over the phone without really knowing what these items are or what they look like (without seeing the wear and tear), the client never knows for sure if these items actually require repairs or just something to monitor. Clients should be given the opportunity to view the items in question. Sincerely, [redacted]

After several phone conversations with our client we have a mutual resolve for this situationOur client will return to our facility for a re-inspection by the service manager and shop foreman to verify the key items on the inspection that are being questionedThis will allow us to determine the
appropriate course of action to resolve the clients concerns. Thank You Gary W***Derrick Dodge Family Center

Good afternoon,We have resolved this matter to the satisfaction of the customerI am unable to provide new comment to this resolution or the letter (attached) from the customer stating thisAre you able to post this for us?Please let me know.Thanks, Michael PV***General Sales ManagerDerrick Dodge Chrysler JeepDerrick FiatStreetEdmonton, Alberta T6H 2K8*** ***

Initial Business Response /* (1000, 5, 2015/09/08) */
the vehicle in question was an advertised special which had a very large discountThe customer was given an additional discount because he was referred to usat the time of delivery it was noted that there was only one key for the vehiclethe
dealership acknowledged there being one key and the customer signed that factthe sales manager explained the pricing considerations and that we would try and locate the second keyat no time did we stated we would provide a key if we in fact could not locate oneit was clearly explained to the customerwe are unable to locate the second keyThis has been explained to him.no documents have been alteredI am looking at the document now and it clearly states "look for spare key"the manager involved is unaware of any messages left by the customer
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I bought the car on 06/Called the salesman Lee on 07/Left a message to Lee on 07/Called again on 07/and talked to MR*** Sales managerEmailed him on 07/to confirm our requestLeft a message for Sales Management on 08/
Nobody came back to me after July MR*** never contacted me againI have proof of the calls and email
The price of the vehicle has nothing to do with the unfaithful sales practices of the dealership
Neither does the referral program ***
The pre-delivery checklist was edited and I didn't initial the part that was crossed
It is the job of the salesperson to be forthcoming with any important information regarding the vehicle being soldWe were not told about the vehicle having only one key and it being not a keyless entry one
we discovered that fact after we purchased the vehicle!!! during the pre-delivery checklistShouldn't the pre-delivery checklist be done before the customers pay? Once we have paid for it we have little power to get things done properly***
We were told that they would be looking for a key and that one would be made and given to us if they couldn't find itThey just wrote on the checklist that they would look for it
It doesn't change the fact that we expected to get keys including one with keyless entry and didn't
If they sold me the vehicle for so cheap and they cant keep their promises they can buy it back from me for the same priceI didn't add too many kilometers on it
We still believe we should get a second key as the deal wasn't done in good faith and according to sales practices as promoted by ***

Good morning. 1st and foremost I would like to say that Mr [redacted] did NOT purchase this vehicle from us. Upon his 1st visit to us on Feb08/17, we replaced a NOX sensor under his emissions warranty and sent him on his way. He returned on Mar 10/17 with again MIL light on and his t/gate lock wouldn't...

work with the key. The code again was for the NOX sensors. Upon further inspection we found that the vehicle had 832 drive time and 1335 idling hours--obviously caused by the previous owner. I did speak with Mr [redacted] on March15th about his situation and he agreed to do the road test pulling the trailer which we needed to have done in order to "burn" off soot in the system. We can not do this type of regen as the catalytic converter needs to get to 1000 deg+, and he understood that. I spoke again to Mr [redacted] yesterday and he pulled his trailer and mentioned that it felt like he had more power. I told him that we still need to have the truck back here so I can monitor both NOX sensors. He will drop off his truck either today ortomorrow. As I mentioned to him, once we find out exactly what the issue/cause is, I will be more than happy to get in touch with our dealer service rep, and try and get some sort of assistance from them if the item is found not to be under the vehilewarranty. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   However, I would suggest Derrick Dodge in the future instead of trying to have clients approve repairs over the phone have the clients come in and go over those items that require repairs.  Although you cannot enter the shop to inspect your vehicle, Derrick Dodge should take pictures of those items (i.e: driver shaft, hoses, etc.) to show the client the state of these items.  Trying to get clients to approve repairs over the phone without really knowing what these items are or what they look like (without seeing the wear and tear), the client never knows for sure if these items actually require repairs or just something to monitor.  Clients should be given the opportunity to view the items in question.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/11) */
derrick dodge sends out letters inviting potential customers in to our business to take advantage of sale day discounts. some of the contacts are received from info Canada indicating individuals who may be interested in purchasing a vehicle....

other contacts are purely mail outs into specific postal code areas. they are harmless invites sent in the mail similar to items received from numerous retail outlets. when individuals call or write in asking to be taken off the list it is our company policy to ensure they are removed immediately. I have verified the this person has in fact been removed from the contact list and shouldn't receive any further mail from derrick dodge. I cannot say when she was removed because the change is not date stamped but I can confirm she was removed before I went in to remove her. I have also contacted the sales department to ensure she doesn't receive any phone calls from us.[redacted] Sorry for any inconvenience this may have caused the individual and damage to our sensitive environment.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that calling the junk mail a "harmless invite" minimizes my complaint. These mailings should include a phone number and email address so that citizens can request ONCE and immediately be removed from the mailing list. I also feel that it is disappointing to receive a letter that looks like personal mail but actually is not. [redacted]

Initial Business Response /* (1000, 11, 2016/04/12) */
On March 8th, 2016 [redacted] was emailed the attached offer through our Vehicle Upgrade Program. If you look at the contents, it clearly breaks down the assumptions made when placing a value on the vehicle. It also states in the...

disclaimer that an actual appraisal is required and that "Dealership reserves the right to decline purchase upon assessed vehicle condition and value is not guaranteed." Please note full disclosure below:
"You are receiving this email because of your sales or service with Derrick Dodge on VIN#
[redacted]. Disclaimer: Appraisal is required. Fair deductions will be made consistent with auction values, mileage, wear and tear. Reconditioning costs over and above those stated above may apply if applicable. Valid only for your 2010 [redacted] with VIN [redacted]. Expires 31/03/2016.Values based on regional auction data pulled from [redacted] on 27/02/2016. Authorized dealership appraisal signature required before purchase. Offer only good at Derrick Dodge. Dealership reserves the right to decline purchase upon assessed vehicle condition and value is not guaranteed. Appraisal will determine ultimate
Value, which may be more or less than shown here. No Purchase is necessary."
When [redacted] brought in his vehicle, our appraiser noted the following reconditioning requirements: Windshield needed replacing, rear brakes required replacing, dent on the hood required repair, front end grinding noise sounded like bearings need replacing and deep scratches on the rear passenger side door needed to be repaired. In total , we estimated above average reconditioning costs for this vehicle, much more than anticipated and reflected in his original email offer, and as such, could not offer him anywhere near the $9,000 he anticipated.
I do not know from where he thinks that he lost $1,000, as there was no cost to him for us to appraise his vehicle. As he stated that he found an appropriate car from another dealership, I can only assume that they gave him $1,000 less than the $9,000 he was hoping to get from us and now wants to try and get us to pay him for it.
Initial Consumer Rebuttal /* (3000, 13, 2016/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very disappointed by Derrick Dodge reply for the following reasons:
1. I did not find in the replay an answer to the main question in my complaint: why Derrick Dodge Center cancels the agreement about trade in? There was no any reason to cancel. They refer to the initial document announcing the program, but after they check my car and estimated it between 9000-10000CAD, depending on body. All issues the unnamed person listed in the replay was included in the estimation! I have the letter from Derrick Dodge addressed personally to me [redacted]: "... For your 2010 [redacted], the trade value was estimated at $9k to $10k depends on body shape and summer tires use (we will need to see them too ) ...". That confirms that all the issues were included in the price range. Moreover that letter also confirms that we agreed about the trade in. I trusted to Derrick Dodge and based on that I decided to replace the car (initially I didn't plan to do that).
2. The unnamed person from Derrick Dodge is right: I found a new car in other dealership and they estimate my car $1,000 less than the $9,000. So, I had agreement with that dealership based on my confidence to agreement with Derrick Dodge but Derrick Dodge cancel the trade in we already decided for their convenience without any reason! [redacted]
[redacted]

I BELIEVE THIS SITUATION IS UNDER CONTROL. WE HAVE ALWAYS BEEN IN CONTACT WITH THE CUSTOMER IN REGARDS TO THE TRANSMISSION ISSUE. THE SALESMANAGER INVOLVED IN THE DEAL HAS ALWAYS BEEN IN CONTACT AND IS TRYING TO ENSURE A POSITIVE OUTCOME. THE QUOTE OF $10,000 FOR A TRANSMISSION IS VERY UNREALISTIC...

AND I BELIEVE WE HAVE ASKED FOR THE UNIT TO BE BROUGHT TO DERRICK DODGE FOR US TO TAKE CARE OF THE ISSUE. I AM SORRY IF THIS WASNT REPOSRTED TO THE Revdex.com. STRICT INSTRUCTIONS WERE GIVEN TO AN EMPLOYEE TO ENSURE THE ISSUE WAS BEING DEALT WITH AND IT IS, BUT I BELIEVE HE MISSED THE STEP OF TYPING A RESPONSE TO THE Revdex.com.

Initial Business Response /* (1000, 5, 2015/09/29) */
I have spoken with the staff involved. it appears we did in fact have a tentative approval in place for the client, however the clients income was required to be verified by the lender, because there appeared to be a discrepancy between what was...

claimed as the income and what the lender thought to be correct. there was some documentation that was required to be sent between the employer and the lender to verify the income. At which point the client decided not to go ahead with the transaction. the decision to retain the deposit was based on customers unwillingness to get the document filled out to verify the claimed income. This customer never picked up the vehicle and therefore I have instructed the sales department to refund the deposit.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried everything to get the income verified but they sent it to somebody but my company never got it it was the worst experience in buying a vehicle ever had,I just wanted out and the deal wasn't final until papers signed that is not a good way to do selling[redacted]

Initial Business Response /* (1000, 5, 2015/05/14) */
As we respect our customer's privacy and wishes, we do not want to reach out to customers who do not wish to be contacted. We take every precaution in removing customer contact information whenever we are requested to so by our customers. We...

apologies for any inconvenience that may have been caused by contacting this customer after he requested us not to contact him. We had removed him from all internal contact lists, our internal customer follow up contact system as well as had him removed from our direct marketing contact lists. [redacted]
As he had purchased two new vehicles from our Dealership, he is also a customer of the manufacturer of those vehicles. Our Dealership receives customer manifest lists from the manufacturer with instructions to contact those customers. It is possible that his name was on one of the manifest lists provided by the manufacturer. I have now contacted the manufacturer and requested that he be removed from all future manifest lists and to have him placed on their do not call list as well. We hope that the additional measures we have taken will prevent future contact with him.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

3 individuals on 3 separate occasions spoke with the [redacted] 2 in person and one by phone, and went through this transaction with them. Not once was any one rude or condescending to them. if anyone was rude it was the customer making accusations. A new [redacted] was in fact advertised at...

the time they purchased their vehicle and Zero percent financing was available at that time but not for 84 months as indicated but for 36 months. I sat with the [redacted] myself and discussed this matter with them. I spoke with a Representative of the [redacted] bank and tried to see if there was anything they could do lower the interest rates and it was that person at the [redacted] bank that suggest a line of credit may lower the rate. So I have no idea why the [redacted] are stating what they are stating, other than slandering Derrick Dodge. The unfortunate reality is iam being asked to change a situation based solely on their word that they wanted zero percent financing and would have been happy making payments of $653 for 36 months rather than the $281 for 96 months they signed for. To do this I would have to absorb $3400 in interest charges that the bank is charging them.  We have a process that protects the customer from any wrong doing. all customers are asked at the time of the sale if they have been promised anything that isn't put in writing. The [redacted] signed that nothing has been promised other than what was in writing. There is no mention of zero percent financing anywhere on anything. it is hard to believe that the [redacted] came in to buy a vehicle and the buying decision was a zero percent interest rate and that they never rote that on the offer to purchase especially when the deal was negotiated on a monthly payment. Then they were supplied with documents to sign that clearly indicates a 3.49 percent interest rate for 96 months. Mrs. [redacted] indicated to me how careful she is when she signs documents and yet wants me to believe she never noticed the interest rate. It took them 9 months to figure it out. They have copies of all the documents and they clearly indicate 3.49%. The reality is Derrick Dodge doesn't get to keep the interest the customers are paying. That is a finance fee that is paid to the lender. there is nothing I can do to lower the rates at this point. Had the customer come back within 30 days and indicated they wanted 0% we could have cancelled the original agreement with the bank and had it re done for 36 months at 0%. But not 9 months later. The only way they can lower their rate is as indicated by the [redacted] rep and go and apply for a line of credit and pay off the original loan. Again I state at no time was anyone at Derrick Dodge rude to the [redacted]. All involved spent a great deal of time going through the deal with them. unfortunately they don't like the fact that we can't simply wipe out interest charges that they signed for 9 months ago. we don't get the interest charges so we can't give it back. there is nothing we can do to change this for the customer. They signed a legal binding contract with the Bank. a contract that clearly indicates all the responsibilities of both parties. We have a copy of it. the bank has a copy and so do the [redacted].

Complaint: [redacted]
I am rejecting this response because:We don’t know who wrote this response - probably the Dealer Principal - but it is completely false and inaccurate as to what transpired that day. Where is he getting his information – because he was not present when the sale was made or in February 2017 when we contacted Derrick Dodge? [redacted] When we discussed what we wanted with the salesman, we were very clear that we wanted the 0% at 84 months as advertised. We also discussed this with the Finance Manager and Sales Manager and we assumed they would handle this in a professional way and communicate our instructions amongst themselves. At no time did they indicate that we could not get 0% for 84 months. No other terms or conditions were ever discussed. In fact several times we mentioned "why would we pay interest if we didn’t have to?"The ad was for 0% for 84 months on the bottom of the front page of the [redacted] and we had that paper in our hands and even showed the salesman what we wanted. This sale would never have transpired if the conditions were as the Dealer Principal is stating. Also if there was no 0% for 84 months was the ad then not false advertising?At no time did anyone at Derrick Dodge go over any of the details or conditions of this sale with us and we believe it was there responsibility to do so![redacted] The Finance Manager was too busy [redacted] while people were constantly hanging outside his door as we were trying to concentrate on having our documents written up. The Sales Manager was also constantly being interrupted as we sat in front of him trying to get information from him about what we could get for a trade on our [redacted] We believe that the Finance Manager is mostly responsible for this as he did not communicate to us properly what he was doing and he also spent a lot of time trying to convince us we should get the extended warranty – which we now regret taking! And yes, he was rude. As for the [redacted] suggesting a Line of Credit for a lower rate. We spoke to 2 [redacted] Managers and they just laughed and said [redacted] the RBC representative are grasping at something that does not exist. [redacted] According to the message from Derrick Dodge they are saying we are asking them to "change a situation" based on our word, yet they are completely willing to believe the word of the Salesman and Finance Manager. [redacted]We agree we have some responsibility but so do the employees and management of Derrick Dodge. [redacted] We would like a response from Derrick Dodge.
Sincerely,
[redacted]