Heiser Automotive Group

First of all, we apologize for the problem occurringThere was a vehicle that was inadvertently listed online for $which is a $15,vehicle Occasionally, there are errors that occur whether they are keypunch or "syndication" errors which occur when prices are being published to all the various 3rd party websites There are disclaimers listed on all the websites that address pricing errors Clearly, we do not knowingly publish prices that are incorrect Once we learned that there was a problem, we immediately removed the vehicle from the website, and have corrected the pricing issue so when the vehicle is pushed out to the 3rd party websites it will now be accurate We do not have any legal responsibility to sell the vehicle for $as that pricing was obviously incorrect.Sincerely, [redacted] ***

I do not have any problem with either estimate Please let me know if you would like me to send a check or if you are going to send the bill to me upon completion You can reach me at ###-###-#### Thank youDon ***

the vehicle was purchased in August of with 82,miles at that time the vehicle had 32nd on each of the tires and according to the pre sale inspection everything else was ok except for the battery which we replaced the next time we saw the vehicle was on October 25th with 84,miles when it came into heiser Toyota for an oil and filter change we performed a vehicle inspection at that time and the tires were at 32nd everything else at that time checked out ok the vehicle returned to heiser Toyota on march 10, for a oil and filter change with 89,miles at that time the customer told us that the left rear tire was loosing air and we checked it and could not find a leak we also performed a vehicle inspection and the tires at that time were at 32nd mr [redacted] does not mention the date the tires were replaced or how many miles are on the vehicle at this time if mr [redacted] would like to contact me and if the repairs are not completed at the repair shop the vehicle is at now I would be happy to give a discount if he brought the vehicle to one of our stores I can be reached at ###-###-#### [redacted]

The issue has been resolved with this customer They have returned the vehicle and we have refunded their monies [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 I greatly appreciate that Don had apologized on his behalf for not getting back to meI can tell that he truly means itDon is a man who truly represents great customer serviceThank you Regards, Michelle ***

Our [redacted] has been in touch with the customer and has agreed to take care of fixing the brakes at no charge While this vehicle was sold "as-is" we recognize that it is frustrating when something comes up soon after the vehicle is purchased I believe the customer is happy with the resolution

We are currently working with this customer to try and find a solution Unfortunately, the MKX that is described in the correspondence was sold to another customer, who according to our management team, had signed a contract to take delivery of that vehicle prior to the contract signed by this customer (Our manager said that we told this customer that we would take this contract only as a second, in case the previous customer does not take delivery of the vehicle) I believe we have asked the customer for their credit card in order to credit back their down payment, but have not been able to get that information from the customerWe have reached out to the customer to try and work with them on finding a different vehicleI will update the file, once we have more information

I have been talking to mr [redacted] about his concerns and we are trying to resolve the concern I will respond back when we talk again In the next few days thank you

Revdex.com: With the weather being bad this week and the coming week, I will need to postpone going to the detail shop so, a check made out to myself will be fineI will more than likely be going to [redacted] because I was able to see a black car that they detailed really niceI really appreciate you guys going through with the resolution that I was asking forAll I wanted from the beginning was for the issue to be fixed and never wanted it to go this far to be resolvedI'd still do business with Heiser but, next time I will post a note or something to ensure that my vehicle does not go through the car washYou can mail it to me or I can pick it up, which ever is preferred, I can be reached at ###-###-#### if you need more information from me, thanks again Regards, Marlon [redacted]

customer came in for an oil and filter customer called back and said that one of the headlights did not work customer mentioned to our advisor that the vehicle was involved in a accident on that side of the vehicle we told customer that we would look at vehicle and let her know what was wrong at no charge to her we inspected vehicle and determined that there is no electrical power to the head light because of the damage to the vehicle customer declined and further workthank you

I did speak with the sales associate ( [redacted] ) regarding this issue He does acknowledge having a general discussion with the customer regarding tax benefits of certain hybrid vehicles However, he does not recall offering any details about this specific vehicle and whether it would qualify for any tax credits I also believe [redacted] referred the customer to an IRS website that would provide more information We tell our salespeople to not offer any tax advice as every customer situation may be different and we are not experts in that field Additionally, if there had been any tax credits available on this vehicle (which I do not believe there were) then those benefits would have been figured into the monthly lease payment and not become a one-time credit available to the purchaser of the vehicle The lessor (which in this case was Ford Motor Credit) would have been entitled to any of those credits But again, I do not believe this vehicle would qualify for any tax credits.We do apologize for any confusion this has caused While I don't want a customer to be upset, I don't believe that we are responsible for the $2,referenced in this complaint I am more than willing to provide the customer with a goodwill gesture of adding $to their Consumer Advantage card (which is a customer loyalty card that we offer all of our customers) which can be used for future service visitsSincerely, [redacted] ***

My head light had been replaced and was working at the time of the oil changeThe tevhnictec shorted my headlightThe whole headlight unit has been rwreplac at the time of the accidentThe dealer also removed screws from my bumper and did not replace them So I no longer want them working on my car I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Ayasha [redacted]

I contacted Michelle and apologized to her for not getting back to her I did forget to get back to her I agreed to send her a check for $for her repairs and she is satisfied with that thank you for letting us respond

we only performed and oil and filter. the headlight has no electrical power to the unit. thank you

First, I apologize for our people not responding to your requests. You should not have to call our dealership multiple times with no return phone calls. That's not what I expect from our employees and I will address that issue with the local staff. Regarding your credit
disclosure. I believe what you are referring to is the copy of the "Risk Score" that accompanies the pulling of your credit bureau. I did check and we still have that document in our deal jacket. How would you like us to get that document to you?Sorry again for the inconvenience.*** ***President

We did work with this customer to get her approved with Landmark Credit Union. It was explained to Desiree prior to her signing a credit application with our dealership, that the only way for us to get an approval thru Landmark was to submit a new application. Desiree was fine with that
and signed a credit application prior to us submitting to Landmark (which is the only financial institution we submitted to based on Desiree's request). With a little back and forth with the management at Landmark Credit Union we were able to secure Desiree a loan at a rate that was acceptable to her. Desiree took delivery of the vehicle on 10/12/16.We did tell Desiree that we would try to assist her with asking for the credit inquiry to be removed from her history. That process requires the customer (Desiree) to write a letter to the company we use for running bureaus (National Credit Center) and request that the inquiry be removed. Desiree wrote an acceptable letter to the company and forwarded to us on 11/15/16. Unfortunately, after looking thru our files, the letter that Desiree sent does not have her actual signature on the letter and National Credit Center will not accept the letter without Desiree's actual signature. We would need Desiree to take the same letter that she sent on 11/and print and sign the letter and send it to Maureen Ferguson, whom Desiree has previously corresponded with.As we mentioned to Desiree during previous communications, there is no guarantee that the credit bureau companies will agree to remove this inquiry. However, we told her we would forward the request on her behalf and do what we could to assist. Again, at this time we would need Desiree to sign the original letter she sent to Maureen on 11/and send that signed letter again to Maureen and we will re-submit to National Credit Center

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Heiser is trying to work wiht us to resole the issue at handWe have been speaking with *** *** at Heiser Chevrolet and is seems as though he is trying his best to find us a suitable replacement vehicleWe have sent Brain a scanned copy of our contract and he has admitted that our contract does not match the one on file at Heiser; especially the point about it being second in line to purchase the vehicleWe were never once told we were second in line for this or we would of never put money down or signed the contract if this was the caseWe were told to put money down to hold the vehicle for us to purchase and to stop all sales of this vehicleNo one at Heiser has ever asked for our creidt card information to refund the deposit, but at this ***e we are ok with them hold on to the deposit as long as we have the right to have first refusal on any used AWD/4WD Lincoln MKX, Ford Edge, GMC Acadia, Chevrolet Traverse or a 2010+Cadillac SRX taken in on trade or bought from an auction by any Heiser affiliateWe want to stop being lied to about this matter as well as we know what we were told and promised
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Ashley ***

I will contact the customer and respond after I resolve the concern with the customerthank you don ***

we contacted customer and we are going to repair the transmission for $plus tax. she agreed to this agreement and we are repairing her vehiclethank you*** ***