Ms***, I have reviewed your fileYes you did purchse a vehicle in "As Is" conditionIt was a Ford Excursion with over 70,milesTo my knowlege we have already refunded you over $for work performed on this vehicleI have also gone into our CRM system and read all of the email communications between you and [redacted] I do not see where he misrepresented the condition of the vehicleHe sent you a Car Fax and sent additional pictures when they were requested As far as safety goesThe only real problem I have is the seatbelt issueThat is definitely a safety itemAnd frankly, I don't understand how our service department missed that oneThey are normally very good about that I will be happy to pay for the seat belt repairPlease send me the repair order for my reviewYou can either do that through this medium or send it directly to my email address at [redacted] General Manager Honda of Fort Worth
We are very sorry for this incidentWe have been having some billing issues with Enterprise Rental CarsHopefully by now you have been refunded your $We would also like to offer you your next regularly scheduled maintenance free of chargePlease let us know how we can be of further assistance[redacted] General ManagerHonda of Fort Worth [redacted] mobile #
I still have not seen a copy of the repair bill that you are speaking ofPlease scan and send to [redacted] so that I can review this repair order [redacted]
Mr *** states that in situations like these that the "best Practice" would be to offer the vehicle on a first com first serve basisI would like to learn his organization's definition of "first come, first serve." The reason for that inquiry is due to the fact that we engaged *** *** Saturday morning at 9:42am and was told by him that the car is available and we could put a deposit down to hold the vehicleAfter same basic due-diligence on our behalf we told *** that we wanted to move forwardThese other customers coming in were not there and we had first stab at the vehicle but need to put deposit downWhen asked about next steps he pointed us in the direction of the credit application as well as a trade in offer on our vehicle. So starting at 9:am there were phone calls both on his cell phone, a secure line at dealership to take personal information, and then text communications for about an hourWe were committed to the vehicle at the time of credit checkOtherwise, we would not have gone through that process at allThe last call we had at 10:22, he was going to get his Sales Manager to take off the board as it was ours"Our Credit was excellent" was ***'s statement and they could offer 4.2%I told him unless they could match my banks rate of 60mth or mth that we would finance through my bankThen radio silence until 12:23pm when *** Texts me back with an offer, and states "Sorry to rush you but I have a fellow salesmen trying to sell the vehicle as well." I then said that we will use my financing because Honda could not meet my rate. I asked again for *** to call to take deposit. His response then via text was, "OK, great I will get with my sales manager to get that done." At that time I was concerned because we already committed to the vehicle and he is just now going to get with his managerStory wasnt adding upSo then at 12:i asked him what is going onAt 1:he said for me to wait mins so he can check with his manager as another salesman was working a dealI offered to make deposit $at that time to ensure the deal that we had made would be honoredI called both the dealership and *** but did not get a hold of anyone nor would anyone respond backFinally at 6:i receive an email from *** to inform me that the vehicle was soldFrustrating indeed to have gone through this process only have the rug pulled out from under us by the Sales ManagerThe story and the time line does not add up and I believe "Best business practices" were not utilized at all in this caseCredit was run, time was wasted over a holiday, and ultimately an unprofessional and possibly unethical business decision was madeAlso find it rather interesting that we get a high level of communication only after a complaint was filed.Based upon our documented description of the situation above, please answer the following questions:What does first come first serve mean to you? Please define what it means in this situation.What is your understanding of this situation? What story were you given?In your response you mention that there "May be areas" where you can train your staffWhat areas of training do you think are necessary to avoid this situation in the future?
Again, I would like to appologise for the situationIt is unfortu*** and I do understand your frustrationHowever, if there is someone on the property that wants to purchse the vehicle and has the ability to do so, then we will offer the vehicle for saleAs much as I know that your intentions were true, you still had not physically been to the dealership and inspected the vehicleAny number of things could have happened between the time you wanted to purchase the vehicle and the time you actually came to the dealership to consumate the dealThe training opportunity would be to train our salespeople to say, that "there is someone here looking at the vehicle and it will be offered to them for sale"That way you know up front what is going to take placeAgain, I do appologise for this situationI will be at the auction tomorrowIf I run across a similar vehicle, I will try to buy it for our inventory and contact youI'm not sure what else I can do at this point
I am very sorry to hear about your situationUnfortunately, your complaint should be directed toward American Honda Finance Corporation and not with Honda of Fort WorthWe really do not have much jurisdiction with regard to your payments and payment history with your lenderNor can we control
their reposession policiesI wish I could be of more assistance, but you will have to resolve this issue with American Honda Finance Corporation
Sincerely,
*** *** *** *** *** ** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
The money that you paid already was for Ford to make an ESTIMATE on repairs, no repairs were done at that time. That was labor to troubleshoot the issue and that was made clear to [redacted]. We also spoke on the phone and via text. Nowhere was the dry rot on the tires shown or mentioned, the loose steering column, the missing cross bars (listed as included on the sales website) and the seat belt. You will find that the amount that I am asking for is fair and will resolve the dispute. I have significantly lowed the estimated made by Ford of Franklin by paying out of pocket for another car repair place to look at the vehicle and give me their estimate. I can get you a letter from them attesting to the unsafe driving condition of the tires and the play in the steering wheel if necessary.
Ms. [redacted],
I have reviewed your file. Yes you did purchse a vehicle in "As Is" condition. It was a 2005 Ford Excursion with over 70,000 miles. To my knowlege we have already refunded you over $300 for work performed on this vehicle. I have also gone into our CRM system and read all of the email...
communications between you and [redacted]. I do not see where he misrepresented the condition of the vehicle. He sent you a Car Fax and sent additional pictures when they were requested.
As far as safety goes. The only real problem I have is the seatbelt issue. That is definitely a safety item. And frankly, I don't understand how our service department missed that one. They are normally very good about that.
I will be happy to pay for the seat belt repair. Please send me the repair order for my review. You can either do that through this medium or send it directly to my email address at [redacted] General Manager
Honda of Fort Worth
I still have not seen a copy of the repair bill that you are speaking of. Please scan and send to [redacted] so that I can review this repair order. [redacted]
On behalf of Honda of Fort Worth and it's staff, I would like to appologise for this unfortunate situation. Please be assured that we are taking the necessary steps to resolve the situation to your satisfaction. If you have any more concerns, please feel free to contact me directly. [redacted]...
[redacted]
General ManagerHonda of Fort Worth[redacted] mobile and text
Yes. You are correct. It does not solve the customer's complaint. However, the customer purchased a vehicle in "AS IS" condition. The fact that we are working with them at all to try to resolve the situation is proof that we are being a good business partner. The cusrtomer still has not produced the repair order showing where she paid $1,200 to have the vehicle repaired. The only thing she has sent me is the estimate from the Ford Store, where work was not performed (see attached). Honda of Fort Worth sent her a check for this inspection. Until I get some sort of documentation showing that she actually had work performed and paid money to have that work performed, then I will not be able to move forward with a resolution to the problem.
We are very sorry for this incident. We have been having some billing issues with Enterprise Rental Cars. Hopefully by now you have been refunded your $70.00. We would also like to offer you your next regularly scheduled maintenance free of charge. Please let us know how we can be of further...
assistance.[redacted]General ManagerHonda of Fort Worth[redacted] mobile #
I would like to first appologize for this unfortu[redacted] situation. I comletely understand your frustration. We sometimes have situations where there are multiple interested parties on the same vehicle. In that situation the "best practice" has always been to offer the vehicle on a first come,...
first served basis. I do understand that you went through an extensive process trying to secure the vehicle. There may be some areas of opportunity with my staff, that we can train on. I will be sure to address these issues and work to refine our processes with regard to these types of situations.I would like to keep an open dialogue and try to resolve the situation amicably to the satisfaction of both parties. Please feel free to contact me at any time.
Ms***, I have reviewed your fileYes you did purchse a vehicle in "As Is" conditionIt was a Ford Excursion with over 70,milesTo my knowlege we have already refunded you over $for work performed on this vehicleI have also gone into our CRM system and read all of the email communications between you and [redacted] I do not see where he misrepresented the condition of the vehicleHe sent you a Car Fax and sent additional pictures when they were requested As far as safety goesThe only real problem I have is the seatbelt issueThat is definitely a safety itemAnd frankly, I don't understand how our service department missed that oneThey are normally very good about that I will be happy to pay for the seat belt repairPlease send me the repair order for my reviewYou can either do that through this medium or send it directly to my email address at [redacted] General Manager Honda of Fort Worth
We are very sorry for this incidentWe have been having some billing issues with Enterprise Rental CarsHopefully by now you have been refunded your $We would also like to offer you your next regularly scheduled maintenance free of chargePlease let us know how we can be of further assistance[redacted] General ManagerHonda of Fort Worth [redacted] mobile #
I still have not seen a copy of the repair bill that you are speaking ofPlease scan and send to [redacted] so that I can review this repair order [redacted]
No counter offer was madeI have uploaded as well as emailed the requested file to him at [redacted]
Mr *** states that in situations like these that the "best Practice" would be to offer the vehicle on a first com first serve basisI would like to learn his organization's definition of "first come, first serve." The reason for that inquiry is due to the fact that we engaged *** *** Saturday morning at 9:42am and was told by him that the car is available and we could put a deposit down to hold the vehicleAfter same basic due-diligence on our behalf we told *** that we wanted to move forwardThese other customers coming in were not there and we had first stab at the vehicle but need to put deposit downWhen asked about next steps he pointed us in the direction of the credit application as well as a trade in offer on our vehicle. So starting at 9:am there were phone calls both on his cell phone, a secure line at dealership to take personal information, and then text communications for about an hourWe were committed to the vehicle at the time of credit checkOtherwise, we would not have gone through that process at allThe last call we had at 10:22, he was going to get his Sales Manager to take off the board as it was ours"Our Credit was excellent" was ***'s statement and they could offer 4.2%I told him unless they could match my banks rate of 60mth or mth that we would finance through my bankThen radio silence until 12:23pm when *** Texts me back with an offer, and states "Sorry to rush you but I have a fellow salesmen trying to sell the vehicle as well." I then said that we will use my financing because Honda could not meet my rate. I asked again for *** to call to take deposit. His response then via text was, "OK, great I will get with my sales manager to get that done." At that time I was concerned because we already committed to the vehicle and he is just now going to get with his managerStory wasnt adding upSo then at 12:i asked him what is going onAt 1:he said for me to wait mins so he can check with his manager as another salesman was working a dealI offered to make deposit $at that time to ensure the deal that we had made would be honoredI called both the dealership and *** but did not get a hold of anyone nor would anyone respond backFinally at 6:i receive an email from *** to inform me that the vehicle was soldFrustrating indeed to have gone through this process only have the rug pulled out from under us by the Sales ManagerThe story and the time line does not add up and I believe "Best business practices" were not utilized at all in this caseCredit was run, time was wasted over a holiday, and ultimately an unprofessional and possibly unethical business decision was madeAlso find it rather interesting that we get a high level of communication only after a complaint was filed.Based upon our documented description of the situation above, please answer the following questions:What does first come first serve mean to you? Please define what it means in this situation.What is your understanding of this situation? What story were you given?In your response you mention that there "May be areas" where you can train your staffWhat areas of training do you think are necessary to avoid this situation in the future?
Again, I would like to appologise for the situationIt is unfortu*** and I do understand your frustrationHowever, if there is someone on the property that wants to purchse the vehicle and has the ability to do so, then we will offer the vehicle for saleAs much as I know that your intentions were true, you still had not physically been to the dealership and inspected the vehicleAny number of things could have happened between the time you wanted to purchase the vehicle and the time you actually came to the dealership to consumate the dealThe training opportunity would be to train our salespeople to say, that "there is someone here looking at the vehicle and it will be offered to them for sale"That way you know up front what is going to take placeAgain, I do appologise for this situationI will be at the auction tomorrowIf I run across a similar vehicle, I will try to buy it for our inventory and contact youI'm not sure what else I can do at this point
I am very sorry to hear about your situationUnfortunately, your complaint should be directed toward American Honda Finance Corporation and not with Honda of Fort WorthWe really do not have much jurisdiction with regard to your payments and payment history with your lenderNor can we control
their reposession policiesI wish I could be of more assistance, but you will have to resolve this issue with American Honda Finance Corporation
Sincerely,
*** *** *** *** *** ** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
The money that you paid already was for Ford to make an ESTIMATE on repairs, no repairs were done at that time. That was labor to troubleshoot the issue and that was made clear to [redacted]. We also spoke on the phone and via text. Nowhere was the dry rot on the tires shown or mentioned, the loose steering column, the missing cross bars (listed as included on the sales website) and the seat belt. You will find that the amount that I am asking for is fair and will resolve the dispute. I have significantly lowed the estimated made by Ford of Franklin by paying out of pocket for another car repair place to look at the vehicle and give me their estimate. I can get you a letter from them attesting to the unsafe driving condition of the tires and the play in the steering wheel if necessary.
Ms. [redacted],
I have reviewed your file. Yes you did purchse a vehicle in "As Is" condition. It was a 2005 Ford Excursion with over 70,000 miles. To my knowlege we have already refunded you over $300 for work performed on this vehicle. I have also gone into our CRM system and read all of the email...
communications between you and [redacted]. I do not see where he misrepresented the condition of the vehicle. He sent you a Car Fax and sent additional pictures when they were requested.
As far as safety goes. The only real problem I have is the seatbelt issue. That is definitely a safety item. And frankly, I don't understand how our service department missed that one. They are normally very good about that.
I will be happy to pay for the seat belt repair. Please send me the repair order for my review. You can either do that through this medium or send it directly to my email address at [redacted] General Manager
Honda of Fort Worth
I still have not seen a copy of the repair bill that you are speaking of. Please scan and send to [redacted] so that I can review this repair order. [redacted]
On behalf of Honda of Fort Worth and it's staff, I would like to appologise for this unfortunate situation. Please be assured that we are taking the necessary steps to resolve the situation to your satisfaction. If you have any more concerns, please feel free to contact me directly. [redacted]...
[redacted]
General ManagerHonda of Fort Worth[redacted] mobile and text
Yes. You are correct. It does not solve the customer's complaint. However, the customer purchased a vehicle in "AS IS" condition. The fact that we are working with them at all to try to resolve the situation is proof that we are being a good business partner. The cusrtomer still has not produced the repair order showing where she paid $1,200 to have the vehicle repaired. The only thing she has sent me is the estimate from the Ford Store, where work was not performed (see attached). Honda of Fort Worth sent her a check for this inspection. Until I get some sort of documentation showing that she actually had work performed and paid money to have that work performed, then I will not be able to move forward with a resolution to the problem.
We are very sorry for this incident. We have been having some billing issues with Enterprise Rental Cars. Hopefully by now you have been refunded your $70.00. We would also like to offer you your next regularly scheduled maintenance free of charge. Please let us know how we can be of further...
assistance.[redacted]General ManagerHonda of Fort Worth[redacted] mobile #
No counter offer was made. I have uploaded as well as emailed the requested file to him at [redacted]
I would like to first appologize for this unfortu[redacted] situation. I comletely understand your frustration. We sometimes have situations where there are multiple interested parties on the same vehicle. In that situation the "best practice" has always been to offer the vehicle on a first come,...
first served basis. I do understand that you went through an extensive process trying to secure the vehicle. There may be some areas of opportunity with my staff, that we can train on. I will be sure to address these issues and work to refine our processes with regard to these types of situations.I would like to keep an open dialogue and try to resolve the situation amicably to the satisfaction of both parties. Please feel free to contact me at any time.