Initial Business Response /* (1000, 5, 2014/02/27) */
Contact Name and Title: *** ***-General MGR
Contact Phone: ***
Contact Email: ***@bigislandmotors.com
In response to Case#***, it is our contention that Mr*** knew exactly what he was buying from the very
startHe stated "he still wanted the Jeep" and would take care of any problems himselfOnce he took possession of the Jeep, he found that it was more than he knew how to fix, so he came to us for helpOut of pure "Goodwill" we worked with him, using a repair shop that we knew(we have already helped him with a Steering Stabilizer Shock and balancing)We also help with other partsThose Parts have not all come in yet, but that is not something we can controlThe Parts vendor just informed(yesterday)my Parts Person, that the rest of the agreed on parts should be here by WedMarch 5thIn closing, we understand Mr*** frustration, and we intend to fulfill our "Goodwill Gesture", with our agreed upon contribution, once the parts come inWith the exception of yesterday's information, Mr*** has been kept in the loop on this order processThank you
Initial Consumer Rebuttal /* (3000, 7, 2014/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The vehicle was sold to me as a running and driving vehicleThe salesman knew it was being purchased as a daily driver, not as a project or fixer upperAt the time of purchase, *** ***, the sales manager while driving very aggressively told me that they had experienced "vibrations" and that they were "confident they had fixed it"Upon leaving the dealership, I experienced two severe episodes of Death Wobble on the way home within miles and then four more times within the next day and a halfI called and had them pick up the vehicle because it was not safe to driveThe vehicle was returned after several days and was ok for a few days, until the driver's side tire fell off while I was drivingAt that point I was told by their mechanic that the vehicle was unsafe to driveI tried to return the vehicle, which they refusedAfter speaking to a Lawyer, I was advised to have them fix it (two months later at this point)We came to an agreement in early December and they did not order parts until the end of DecemberIt is now March and they are still "waiting on parts"Meanwhile, five months now, I have been making a $- $payment every monthThey have not "kept me in the loop"I did not hear from them for two monthsFinally after I called and could only get someone on the phone after an average of three phone calls, not a call back, but when they would happen to answer the phoneI did not return the vehicle because I did not know how to fix itI returned it because I was told they would fix it and they let me drive away in a vehicle deemed unsafe to drive by their mechanic
Final Business Response /* (1000, 13, 2014/03/25) */
Customer agreed to trade his jeep back for another one and did so on 3/20/
He also signed a complete release on this matter and was suppose to contact you regarding this
Aloha,
We are sorry to hear of the customer having an issue with the suspension so soon after the purchase. The attached document shows that we did properly disclose to the customer that the vehicle has suspension problems and in consideration for a...
higher trade in, which they agreed and understood by signing off on it on the second page of the attached document, accepted to continue the purchase of the vehicle. The customer further understood that this vehicle was being sold to them "AS IS" which they acknowledged as well, knowing that they must cover all repairs once they buy the vehicle.
From: [redacted] [mailto:[redacted]] Sent: Friday, September 11, 2015 11:08 AMTo: Revdex.com Complaints <[email protected]>Subject: Re: You have a New Message from Revdex.com of Hawaii Regarding Complaint #[redacted],Attached is the coupon I mentioned.If it's best to file a separate complaint for this I will do so.I have bought several cars* from [redacted] in Kona and my family (and community!) are horrified that they will not honor this coupon. I paid lots of money for this book of coupons, when I bought a brand new [redacted], in 2006.It was about 15 hours after I signed the agreement of sales (for a $19,600 [redacted] truck!!!) that I found the coupon and I called Walter, the salesman, immediately.He asked me if there was an expiration date on the coupon and I said no. He then told me to scan the coupon and send it to him, which I did within the hour.He told me that he would show it to the manager and "get back to me."Days went by and no one got back to me so I called again. I was told to leave a message and that the manager would call me back.Another several days passed and no one called!I called for the third time and was told the same thing.At my attorney's request, I contacted the [redacted] headquarters in New Jersey and was told to contact the dealership in Honolulu. I have called there now three times and have not hard back from anyone. * Two very good friends of mine were wanting to purchase [redacted] cars and now that they have heard how I've been treated, they have decided not to.If it comes to this, I will write an article for the [redacted] newspaper, explaining how despicably I have been treated.This kind of "customer service" is quite shocking and appalling, to say the least. Mahalo for your help,[redacted]
Sorry the coupon specifically states that it must be presented at time of purchase and the customers statement of her finding the coupon 15 hours later disqualifies its re**mption.
Complaint: [redacted]
I am rejecting this response because:
From: [redacted] [mailto:[redacted]] Sent: Friday, September 11, 2015 10:55 AMTo: [redacted]Subject: Re: You have a New Message from Revdex.com of...
Hawaii Regarding Complaint #[redacted]ar [redacted],Thank you so much for your assistance.Like I said, I have called the [redacted] headquarters in Honolulu THREE TIMES and have had NO reply.The [redacted]son I did not sign the waiver is because my attorney advised me not to. The people at [redacted] did not say they would fix the b[redacted]ks or put back the pan un**r the car, which they forgot to screw back on after doing the oil change! They only said that they would "look at the car."The other negligence on their part was that they said nothing about the engine light. I paid to have it looked at the following day and it turns out that two sensors need to be replaced.I am willing to sign the waiver IF they agree to the following:1) Properly replace the pan beneath the hood.2) Replace both front b[redacted]ks.3) Replace the two sensors.4) I would also like an apology for the **spicable way I was t[redacted]ted by Wayne, the manager in Kona!THIS IS NOT A LOT TO ASK.Thank you kindly,[redacted]
Initial Business Response /* (1000, 5, 2014/02/27) */
Contact Name and Title: *** ***-General MGR
Contact Phone: ***
Contact Email: ***@bigislandmotors.com
In response to Case#***, it is our contention that Mr*** knew exactly what he was buying from the very
startHe stated "he still wanted the Jeep" and would take care of any problems himselfOnce he took possession of the Jeep, he found that it was more than he knew how to fix, so he came to us for helpOut of pure "Goodwill" we worked with him, using a repair shop that we knew(we have already helped him with a Steering Stabilizer Shock and balancing)We also help with other partsThose Parts have not all come in yet, but that is not something we can controlThe Parts vendor just informed(yesterday)my Parts Person, that the rest of the agreed on parts should be here by WedMarch 5thIn closing, we understand Mr*** frustration, and we intend to fulfill our "Goodwill Gesture", with our agreed upon contribution, once the parts come inWith the exception of yesterday's information, Mr*** has been kept in the loop on this order processThank you
Initial Consumer Rebuttal /* (3000, 7, 2014/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The vehicle was sold to me as a running and driving vehicleThe salesman knew it was being purchased as a daily driver, not as a project or fixer upperAt the time of purchase, *** ***, the sales manager while driving very aggressively told me that they had experienced "vibrations" and that they were "confident they had fixed it"Upon leaving the dealership, I experienced two severe episodes of Death Wobble on the way home within miles and then four more times within the next day and a halfI called and had them pick up the vehicle because it was not safe to driveThe vehicle was returned after several days and was ok for a few days, until the driver's side tire fell off while I was drivingAt that point I was told by their mechanic that the vehicle was unsafe to driveI tried to return the vehicle, which they refusedAfter speaking to a Lawyer, I was advised to have them fix it (two months later at this point)We came to an agreement in early December and they did not order parts until the end of DecemberIt is now March and they are still "waiting on parts"Meanwhile, five months now, I have been making a $- $payment every monthThey have not "kept me in the loop"I did not hear from them for two monthsFinally after I called and could only get someone on the phone after an average of three phone calls, not a call back, but when they would happen to answer the phoneI did not return the vehicle because I did not know how to fix itI returned it because I was told they would fix it and they let me drive away in a vehicle deemed unsafe to drive by their mechanic
Final Business Response /* (1000, 13, 2014/03/25) */
Customer agreed to trade his jeep back for another one and did so on 3/20/
He also signed a complete release on this matter and was suppose to contact you regarding this
Aloha,
We are sorry to hear of the customer having an issue with the suspension so soon after the purchase. The attached document shows that we did properly disclose to the customer that the vehicle has suspension problems and in consideration for a...
higher trade in, which they agreed and understood by signing off on it on the second page of the attached document, accepted to continue the purchase of the vehicle. The customer further understood that this vehicle was being sold to them "AS IS" which they acknowledged as well, knowing that they must cover all repairs once they buy the vehicle.
From: [redacted] [mailto:[redacted]] Sent: Friday, September 11, 2015 11:08 AMTo: Revdex.com Complaints <[email protected]>Subject: Re: You have a New Message from Revdex.com of Hawaii Regarding Complaint #[redacted],Attached is the coupon I mentioned.If it's best to file a separate complaint for this I will do so.I have bought several cars* from [redacted] in Kona and my family (and community!) are horrified that they will not honor this coupon. I paid lots of money for this book of coupons, when I bought a brand new [redacted], in 2006.It was about 15 hours after I signed the agreement of sales (for a $19,600 [redacted] truck!!!) that I found the coupon and I called Walter, the salesman, immediately.He asked me if there was an expiration date on the coupon and I said no. He then told me to scan the coupon and send it to him, which I did within the hour.He told me that he would show it to the manager and "get back to me."Days went by and no one got back to me so I called again. I was told to leave a message and that the manager would call me back.Another several days passed and no one called!I called for the third time and was told the same thing.At my attorney's request, I contacted the [redacted] headquarters in New Jersey and was told to contact the dealership in Honolulu. I have called there now three times and have not hard back from anyone. * Two very good friends of mine were wanting to purchase [redacted] cars and now that they have heard how I've been treated, they have decided not to.If it comes to this, I will write an article for the [redacted] newspaper, explaining how despicably I have been treated.This kind of "customer service" is quite shocking and appalling, to say the least. Mahalo for your help,[redacted]
Sorry the coupon specifically states that it must be presented at time of purchase and the customers statement of her finding the coupon 15 hours later disqualifies its re**mption.
Complaint: [redacted]
I am rejecting this response because:
From: [redacted] [mailto:[redacted]] Sent: Friday, September 11, 2015 10:55 AMTo: [redacted]Subject: Re: You have a New Message from Revdex.com of...
Hawaii Regarding Complaint #[redacted]ar [redacted],Thank you so much for your assistance.Like I said, I have called the [redacted] headquarters in Honolulu THREE TIMES and have had NO reply.The [redacted]son I did not sign the waiver is because my attorney advised me not to. The people at [redacted] did not say they would fix the b[redacted]ks or put back the pan un**r the car, which they forgot to screw back on after doing the oil change! They only said that they would "look at the car."The other negligence on their part was that they said nothing about the engine light. I paid to have it looked at the following day and it turns out that two sensors need to be replaced.I am willing to sign the waiver IF they agree to the following:1) Properly replace the pan beneath the hood.2) Replace both front b[redacted]ks.3) Replace the two sensors.4) I would also like an apology for the **spicable way I was t[redacted]ted by Wayne, the manager in Kona!THIS IS NOT A LOT TO ASK.Thank you kindly,[redacted]