Heartland Tire Service

The General Manager of Credit Line has researched the customer's vehicle and confirmed there was never a GPS device or "kill switch" installed on his vehicle

Prior to placing a vehicle for sale on any Berglund website and/or car lot, we check with the manufacturer through their website to determine if there is any remaining warranty that will transfer with the vehicle once it is sold The vehicle in question was first offered for sale prior to the warranty expiration date.The "in service" date on this vehicle was 12/26/11, this is the date the warranty began The last warranty to expire would have been the powertrain warranty which expired on 12/26/

First we would like to offer our sincere apology to Mr [redacted] , there is no excuse for the poor communication he received and the length of time this has taken to be resolved Below is a recap of what transpired which in no way excuses us for the way this was handledThe initial correspondence with the Warranty and GAP Company resulted in us receiving erroneous information concerning a GAP claim – this was not only incorrect but unfortunately began an email correspondence which proved to be unnecessaryWhile our admin personnel was trying to do the right thing by engaging the processing department at Resource directly in order to resolve the issue, she failed to notify the F&I Director and our local Resource Representative, one of his responsibilities is to assist in matters such as thisWhen our F&I Director learned of the issue yesterday, he immediately got involved and his investigation revealed that both policies had indeed been cancelled; the Gap policy refund was credited in February and the service contract in May As a result, the customer refund check was cut this afternoon and has been sent by courier to Member OneAgain, we apologize for any inconvenience this has caused Mr [redacted] , we have used this situation as an example and discussed the importance of escalating issues like this with our Admin Staff

The General Manager of Credit Line has spoken to Ms [redacted] and discussed the issues listed above Ms [redacted] has agreed to keep the vehicle and continue payment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] First of all, it's inaccurate to claim that they never receive any communication from me since last correspondence in Sept It's true I did not call the store directly, but only email Sophie, the sales director, since I figured that she was the point of contact handled my case in and knew the whole situation, and she had her word promising me that the simple screw change would solve my lens popping problem that "it would never happen again". The emails never bounced and last time I checked, she was still at the same position in Alain Mikli. I did notice that their main website changed, and there was no way to send email to the corporate concierge any moreSecond of all, it was untrue to claim that they intended to replace/repair the frame if I provided my purchase details when I first contacted them in 2015. I still have all the email correspondence with then sales director Sophie G***-R***, and she never said they would be willing to replace it for me, since " the model is discontinued", and when I offered an alternative current model, she never replied on that topic any more. Chad seemed to indicate that they could not verify my purchase, and the authenticity of the frame was questionable, and they did me a favor replacing the screw last year. But the fact is, I sent in the frame, and they worked on it, I would think they would be able to immediately tell if this was an authentic Mikli or not. A friend of mine, Rong C*** went to the Mikli store for their and bought two frames for me, on 05/**/*** and *** *** **. She gave me the receipts but it was not itemized, just the credit card receipt. If they still could not find the record, I'll be happy to ask her to find the credit card statement if needed. It was really not classy to just throw out a claim that implied it was the client's fault that the merchant could not help further while the fact is Mikli never showed sincere intend to really repair or replace the frame in the beginning. Again I have all my emails with Sophie and I will be glad to let Chad pick out which sentence he feels qualified for his implication "we could've repair/replace the frame entirely, had the client provided the purchase information".It took two rounds of Revdex.com communication attempts and almost two months to even get Mikli to respond, and yet, they just simply blamed the client for their low quality and sub-par customer serviceVery disappointed
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear Revdex.com,Thank you for contacting Alain Mikli on behalf of *** ***We are familiar with this situation and have been in communication with *** *** previouslyOur last known correspondence was 8/*/2015, when we replaced the screws in the frameSince that time, we are unaware of any contact from
the customer at any Alain Mikli store and the store located at *** *** *** was closed permanently in Sept 2015. To date, we have not been able to verify the purchase of the customers frame from an Alain Mikli storeFurther, it would have been outside of the warranty periodRegardless, we have tried to remedy the situation as best as possible.Based on our records of correspondence (email), it seems the customer was intent on our exchanging the frame for a new style at no charge, which is not our policyPlease note- had we been supplied with the purchase information back on June **, during his initial contact, we were prepared to repair or replace the frame in order to facilitate *** ***. Based on the time elapsed and the open question of where the frame was purchased, we are not able to replace the glasses at no charge as requested.We would be willing to offer *** *** a 30% discount on a new pair of glasses in order to make some accommodation.Thank you,Chad L***Director of Retail

The General Manager of Credit Line has spoken to Ms. [redacted] and discussed the issues listed above.  Ms. [redacted] has agreed to keep the vehicle and continue payment.

The General Manager of Credit Line has researched the customer's vehicle and confirmed there was never a GPS device or "kill switch" installed on his vehicle.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Revdex.com,Please note, [redacted] is indicating that he has tried to communicate with Sophie G[redacted]. Unfortunately, Sophie has not been with our company since December 2015 and this would be the reason he has not received a response. At this time I am unaware of any attempts by [redacted] to contact our corporate office directly.More importantly, [redacted] is advising the frames were purchased on 5/**/2012. As the frames carry a one year warranty, this frame would no longer be under warranty, nor would it have been at the time his correspondence began in 2015. Please note, this is the first time that I recall receiving the actual purchase date.Our Alain Mikli store did replace the screws and sent the frame to him as a courtesy repair in August 2015 in an attempt to remedy the situation. Based on his most recent complaint and continued disappointment, we are still willing to honor my prior offer of extending 30% off the purchase of a new frame, however, we would ask that this purchase be made by 9/**/2016 in order that we can conclude this matter.Thank you for your assistance and understanding.Chad L[redacted]Director of Retail

Prior to placing a vehicle for sale on any Berglund website and/or car lot, we check with the manufacturer through their website to determine if there is any remaining warranty that will transfer with the vehicle once it is sold.  The vehicle in question was first offered for sale prior to the...

warranty expiration date.The "in service" date on this vehicle was 12/26/11, this is the date the warranty began.  The last warranty to expire would have been the powertrain warranty which expired on 12/26/16.

Per General Manager of Berglund Credit Line; We agree to take Ms. [redacted] vehicle back as long as it is brought in no later than 9:00am on Weds. 3/22/17.Once the vehicle is returned, we will refund Ms. [redacted] a total of $200 as requested.

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.
I am fully aware of how Berglund is trying to word this, and it is only because they know that it is not true. JUST BECAUSE THE CAR WAS BUILT IN 2011/2012, DOES NOT MEAN THAT THE INTERNET AD ON BERGLUNDCREDIT.COM IS "TRUE AND NOT MISLEADING". The ad( all vehicles on website) does not CLEARLY state that the posted information is"OEM/STOCK FACTORY WARRANTY FROM 2012". Again I will reiterate, their ad is NOT true and very misleading. I would not waste any of our time if I knew without reasonable doubt, the car did not have a warranty. But obviously, this is not the case. I provided a link to the vehicle in question in my initial complaint. Wether or not they have changed the ads is unknown, I have not visited the website since.
Regards,
[redacted]

First we would like to offer our sincere apology to Mr. [redacted], there is no excuse for the poor communication he received and the length of time this has taken to be resolved.  Below is a recap of what transpired which in no way excuses us for the way this was handled. The initial...

correspondence with the Warranty and GAP Company resulted in us receiving erroneous information concerning a GAP claim – this was not only incorrect but unfortunately began an email correspondence which proved to be unnecessary. While our admin personnel was trying to do the right thing by engaging the processing department at Resource directly in order to resolve the issue, she failed to notify the F&I Director and our local Resource Representative, one of his responsibilities is to assist in matters such as this. When our F&I Director learned of the issue yesterday, he immediately got involved and his investigation revealed that both policies had indeed been cancelled; the Gap policy refund was credited in February and the service contract in May.  As a result, the customer refund check was cut this afternoon and has been sent by courier to Member One. Again, we apologize for any inconvenience this has caused Mr. [redacted], we have used this situation as an example and discussed the importance of escalating issues like this with our Admin Staff.