In answer to your questions: My husband was the one who spoke to the salesperson directly My name [redacted] is on ALL CORRESPONDENCE Thanks [redacted]
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 I informed them after a week of me installing the engine that it was badThey had me come by there so their mechanic could look at it and he also agreed with me that it had bad oil pressureI went back within day of my warranty running out they said that there was nothing they could do because they already had paid the third party the money Regards, [redacted] ***
We were surprised to hear of this complaint as we have had no contact from the customer, [redacted] , regarding any issues with her purchase of the Jaguar XKR [redacted] has not been employed with East Coast for better than months and we have not had any other complaints regarding his sales work while with our company Upon notification, we have contacted [redacted] , husband of [redacted] , and have offered to purchase some of the balance of his parts from his parts car to help him offset some of his repair cost in an effort to be a win-win for both parties Mr [redacted] has confirmed after contacting our Parts Department months ago, he received some discounted seats for his Jaguar We are waiting for him to send pictures of what parts he has available so we may finalize details from there We strive to to give accurate description of these repairable vehicles to the best of our ability It is always in our best interest to have satisfied customers as most of our business is referral based and repeat business We have enjoyed serving our customers automotive needs for over years and will continue to grow together
Mrs [redacted] , We are still very willing to work with you to assist you in getting your Jaguar running If you would like to transport the vehicle to East Coast, we will be more than happy to have our mechanics take a look at what repairs are necessary to get the vehicle running, at not cost to you Please give us a call or email us back Thank you,
I just received the response from [redacted] saying that she called me and I didn't talk to her which is correct as I had told the Revdex.com in response to a question back on 04/14/when I stated that it was my husband who spoke to the salesperson directly and that my name is on ALL CORRESPONDENCESo yes [redacted] I had my husband call you back as he was the one involved from the get go and I am the one handling the correspondence on his behalfThis is no different than [redacted] Aznavorian calling my husband back and not you as he is more versedSo right now you are the one who is simply doing the correspondence for another which is no different nor is it relevant to any of the complaint As I have always maintained I am the one doing the responses with my husband right over my shoulder to insure correctness in everything that has occurredI originally sent the complaint well after the fact as the car (which by the way is still not running) as [redacted] who lied to us about the water damage being "FRESH WATER" when in fact it was "SALT WATER" told us to get back to him and East Coast Auto would help with some of the repair costs, and that has taken several monthsIt had nothing to do with a deal on some seats and definitely has nothing to do with East Coast Auto's joke of a compromise to rectify [redacted] s VERY EXPENSIVE LIE with purchasing back some parts and the wrecked car as [redacted] Aznavorian stated at a " reasonable market SALVAGE PRICE" So [redacted] or should it be [redacted] now that my husband speaks to is East Coast Auto going to pay to have the parts and the wrecked car shipped back? Salvage pricing? Why on earth would my husband Larry take up this menial offerhe will be selling the wrecked car and parts at 'FAIR MARKET VALUE" not 'SALVAGE" [redacted] you state in your response that my husband seemed pleased with the resolution of East Coast Auto NOT COMING THROUGH WITH ANY OFFER TO OFFSET SOME OF THE HUGE COST TO REPAIR A SALT WATER DAMAGED CAR but would ascertain buying back at salvage pricing parts [redacted] response to this line was far different than your interpretation [redacted] one should not assume pleasure coming from an individual who is not confrontational nor one to show any type of dissatisfaction through voice tone This will be the last response as it is clear that East Coast Auto's resolve is not fair and we will not be taking [redacted] up on his salvage offerDue to the fact the initial agreement of [redacted] coming through with some monies to help offset the expensive repairs due to his lie are gone as he no longer works at East Coast Auto and [redacted] and [redacted] 's offer does not compensate for the lie (think about it, we had to buy all these parts, seats and a wrecked car because of the extensive SALT WATER DAMAGE and we paid $19,for what we were told was FRESH WATER DAMAGE, that would have come with a cost to repair but not ANYTHING COMPARED TO WHAT IT HAS BECAUSE OF THE SALT CORROSION)I do realize that East Coast Auto was put in a situation that they didn't ask for but having said that, [redacted] was employed by them and my husband had absolutely no reason to lie about what [redacted] had offeredBut enough, as now it is simply a stale mate, mute issue as both [redacted] and [redacted] believe they have done their due diligence [redacted]
On May 19th, Mr [redacted] purchased a used Chevrolet pickup engine, that was special ordered from a third party supplier This engine came with a day parts warranty Mr [redacted] picked up the engine on May 22nd On May 29th, Mr [redacted] brought the vehicle to our facility claiming it had low oil pressure We had our mechanic check the engine with a mechanical gauge and according to [redacted] specifications the oil pressure was within specifications for that engine We advised Mr [redacted] at that time that if he wanted us to get him another engine he would need to return the engine within the day warranty period Mr [redacted] stated the engine was running well, made no noise, and did not smoke and that he would continue to drive the vehicle On September 25th (days beyond his day warranty), Mr [redacted] contacted us and said the vehicle quit running and that he already had started to remove the engine and was going to have the engine rebuilt Per Mr***, he never had his vehicle professionally diagnosed for the engine failure We at that time offered Mr [redacted] a discount on a replacement engine in an effort to help him Please see attached signed documentation with the warranty details
As stated earlier, Mr [redacted] did not contact us since May 29th that he had any further problems until September 25th, which was days outside the stated day warranty period We made every attempt to get him some help from the supplier and they were firm that we were too far past the agreed warranty period and any issues should have been addressed within the day warranty term We still offer to assist Mr [redacted] with a replacement engine at a significant discount Sincerely, [redacted] Parts Specialist
We contacted Mr [redacted] upon receipt of his letter and asked him to bring the vehicle back so we could evaluate it The vehicle was recently state inspected and was running and driving well while here Mr [redacted] returned the vehicle to us on Friday, August 1st and it has been discovered an oil line seal within the turbo was leaking causing his mechanical issues The repair part has been ordered and we have been in direct contact with Mr [redacted] regarding the problem and solution Mr [redacted] seems satisfied with the resolution We wish he had contacted us directly to advise of any problems first as we would have been more than happy to help him with this
In regards to complaint #***, MrsWmmer’s (***) placed a $non-refundable deposit with us towards the purchase of a Ford Mustang on May 5th Mrs*** was advised of the non-refundable status of her deposit at that time; it was NOT conditional upon her ability to obtain
financing for the purchase of the vehicle Please see the attached customer signed Buyers Order, agreeing to the non-refundable deposit As for allowing credit to purchase parts, that is a separate entity and we are unable to transfer funds; especially as this is a non-refundable deposit on a vehicle purchase We will allow Mrs*** to apply the deposit to any future in-stock vehicle purchase, as we have already offered her
Thank you,
*** ***
In follow up to our conversation today, the day after we received the initial complaint, I made two phone calls to Mrs*** in an effort to understand what had transpired The only conversation we ever had was with Mr*** when he returned my phone calls and we discussed East Coast Auto Source purchasing back his remaining parts and/or parts car, which he agreed to at the time and seemed pleased with that resolution We have to-date never heard from Mrs*** from the beginning The sales inquiries were all with Mr*** from the beginning I would still be happy to have a conversation with Mrs*** to offer them some help
Thank you,
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Consumer says they are lying, and the offer of paying for the used parts is not resolving the issue If they were not lied to they would not have bought this car She has contacted a lawyer.
Regards,
*** ***
On
Friday, July 11th, Mr*** called to inquire regarding a Chevrolet
Avalanche, #N448REDK He was advised at the time the vehicle was being
sold on consignment and we were awaiting the title, please see the attached
Buyers Order stating “Waiting on Title. He
agreed
to place a deposit via credit card We then processed his deposit
and he returned the attached signed Buyers Order. We advised we would be in contact once we
received the title to complete the sale On Tuesday, July 15th he
contacted our office, speaking with ***, advising he had sent the wire
transfer for the balance and to inquire if we had received the title In
error, she advised Mr*** that we had received an Avalanche title in
recently Later, it was realized the title we had received was for another
Chevrolet truck, not the Chevrolet Avalanche Mr*** had inquired
about On Wednesday, July 16th, *** was contacted and advised we would
not be receiving the title for the truck and therefore unable to complete the
sale *** contacted Mr*** immediately to advise of the
situation and apologize for our inability to complete the sale. We then UPS’d him an immediate refund of his
deposit, wire transfer of balance and his wire transfer fee expense on July 16th. We offer Mr*** our sincere apologies
for his inconvenience and are willing to work with him on any other vehicle in
our inventory. *** has spoken with
Mrs***, on Friday, July 18th and agreed we would continue to
look for a similar vehicle that may suit them
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for sending the email again*** after reading the response all I can say is my husband asked *** *** on several occasions if the water damage to the car purchased was fresh water or saltHe told my husband each time it was fresh waterThis was more than months ago as we have had the “SALT WATER” damaged car in the repair shop for a year now and it still does not runAfter the purchase of the $19,supposed “fresh” water damaged car my husband contacted *** again on several occasions so obviously he did not bother to tell the owner “***” who wrote the response that he had liedAs for the seats we got from East Coast Auto at a discount, that is also not true as they did not discount them at all (*** didn’t even know that we got the seats until last week when he called my husband)IF East Coast Auto would not have lied we would not have been forced to buy another wrecked car for the parts to fix the $19,car we bought*** is saying he will buy back some parts and this is a win-win! At no time even after *** was gone and *** the owner was made aware of the lie did he offer to offset or help on the price we paid of $19,for the initial car that we were told was fresh water damageIn my eyes *** has received $19,for a car that we were lied to about and since then we have had to buy another wrecked car and have copies amounts of repair bills to try and fix the $19,car that we should have gotten some monies back onnot the over and above car, parts, etcthat we were forced to purchase
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Spoke w/ consumer, said go ahead and close, he is going to file in court Still saying he contacted them days after he purchased the motor and that they are lying, he contacted them several times about this engine
Regards,
*** ***
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.
The dealer has been indeed very accommodating since I first communicated the problem to them. And like they said, I wish I would have mention the problem to them before. My impatience brought unnecessary turmoil. The dealer has been contacting me even after business hours to answer any questions that I may have or with updates about the vehicle's status and to make sure that my needs have been met. Excellent customer service and even thou they have a very booming and successful business, you are never a number to them. They have always been very friendly, respectful, accommodating, helpful and personal. They took care of the problem immediately even though it was not their responsibility to do so. They have gone more than the extra mile with their service.
I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We were surprised to hear of this complaint as we have had no contact from the customer, [redacted], regarding any...
issues with her purchase of the 2007 Jaguar XKR. [redacted] has not been employed with East Coast for better than 8 months and we have not had any other complaints regarding his sales work while with our company. Upon notification, we have contacted [redacted], husband of [redacted], and have offered to purchase some of the balance of his parts from his parts car to help him offset some of his repair cost in an effort to be a win-win for both parties. Mr. [redacted] has confirmed after contacting our Parts Department months ago, he received some discounted seats for his Jaguar. We are waiting for him to send pictures of what parts he has available so we may finalize details from there. We strive to to give accurate description of these repairable vehicles to the best of our ability. It is always in our best interest to have satisfied customers as most of our business is referral based and repeat business. We have enjoyed serving our customers automotive needs for over 25 years and will continue to grow together.
Mrs. [redacted],
We are still very willing to work with you to assist you in getting your Jaguar running. If you would like to transport the vehicle to East Coast, we will be more than happy to have our mechanics take a look at what repairs are necessary to get the vehicle running, at not cost to you.. Please give us a call or email us back.
Thank you,
As stated earlier, Mr. [redacted] did not contact us since May 29th that he had any further problems until September 25th, which was 32 days outside the stated 90 day warranty period. We made every attempt to get him some help from the supplier and they were firm that we were too far past the agreed warranty period and any issues should have been addressed within the 90 day warranty term. We still offer to assist Mr. [redacted] with a replacement engine at a significant discount.
Sincerely,
[redacted]
Parts Specialist
From: [redacted] [mailto:[redacted]]
Sent: Thursday, May 29, 2014 8:32 AM
To: [redacted]
Subject: RE: Complaint from The [redacted]'s - case id# [redacted]
[redacted],
I am confused. My last conversation with Mr. [redacted], I offered to purchase the remainder of his parts or parts car in an effort to help him offset the cost of his repairs. He said he would contact me when he was ready. He said he had the car that he purchased from us running, at one point, then the vehicle had lost communication. My parts manager offered Mr. [redacted] some suggestions of possible solutions for this problem. That is the last contact we had with the [redacted]s. I understand Mrs. [redacted]’s frustration. I wish we had heard about the miscommunication sooner as the transaction has been almost a year ago now. After reviewing the file, the car was sold as a Salvage Titled, water damaged vehicle in need of repairs. We did not have a key for the vehicle to offer any inspection as it was listed on the Buyers Order. At the time of the sale a year ago, the actual cash value of the car was $39,565. A car like this we always advise the purchaser, the vehicle requires professional mechanic to diagnose and repair. I will still honor our offer to the [redacted]’s to purchase the remaining parts and/or parts car at a reasonable market salvage price in an effort to show goodwill.
Sincerely,
[redacted]
Vehicle Sales
In answer to your questions: My husband was the one who spoke to the salesperson directly My name [redacted] is on ALL CORRESPONDENCE Thanks [redacted]
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 I informed them after a week of me installing the engine that it was badThey had me come by there so their mechanic could look at it and he also agreed with me that it had bad oil pressureI went back within day of my warranty running out they said that there was nothing they could do because they already had paid the third party the money Regards, [redacted] ***
We were surprised to hear of this complaint as we have had no contact from the customer, [redacted] , regarding any issues with her purchase of the Jaguar XKR [redacted] has not been employed with East Coast for better than months and we have not had any other complaints regarding his sales work while with our company Upon notification, we have contacted [redacted] , husband of [redacted] , and have offered to purchase some of the balance of his parts from his parts car to help him offset some of his repair cost in an effort to be a win-win for both parties Mr [redacted] has confirmed after contacting our Parts Department months ago, he received some discounted seats for his Jaguar We are waiting for him to send pictures of what parts he has available so we may finalize details from there We strive to to give accurate description of these repairable vehicles to the best of our ability It is always in our best interest to have satisfied customers as most of our business is referral based and repeat business We have enjoyed serving our customers automotive needs for over years and will continue to grow together
Mrs [redacted] , We are still very willing to work with you to assist you in getting your Jaguar running If you would like to transport the vehicle to East Coast, we will be more than happy to have our mechanics take a look at what repairs are necessary to get the vehicle running, at not cost to you Please give us a call or email us back Thank you,
I just received the response from [redacted] saying that she called me and I didn't talk to her which is correct as I had told the Revdex.com in response to a question back on 04/14/when I stated that it was my husband who spoke to the salesperson directly and that my name is on ALL CORRESPONDENCESo yes [redacted] I had my husband call you back as he was the one involved from the get go and I am the one handling the correspondence on his behalfThis is no different than [redacted] Aznavorian calling my husband back and not you as he is more versedSo right now you are the one who is simply doing the correspondence for another which is no different nor is it relevant to any of the complaint As I have always maintained I am the one doing the responses with my husband right over my shoulder to insure correctness in everything that has occurredI originally sent the complaint well after the fact as the car (which by the way is still not running) as [redacted] who lied to us about the water damage being "FRESH WATER" when in fact it was "SALT WATER" told us to get back to him and East Coast Auto would help with some of the repair costs, and that has taken several monthsIt had nothing to do with a deal on some seats and definitely has nothing to do with East Coast Auto's joke of a compromise to rectify [redacted] s VERY EXPENSIVE LIE with purchasing back some parts and the wrecked car as [redacted] Aznavorian stated at a " reasonable market SALVAGE PRICE" So [redacted] or should it be [redacted] now that my husband speaks to is East Coast Auto going to pay to have the parts and the wrecked car shipped back? Salvage pricing? Why on earth would my husband Larry take up this menial offerhe will be selling the wrecked car and parts at 'FAIR MARKET VALUE" not 'SALVAGE" [redacted] you state in your response that my husband seemed pleased with the resolution of East Coast Auto NOT COMING THROUGH WITH ANY OFFER TO OFFSET SOME OF THE HUGE COST TO REPAIR A SALT WATER DAMAGED CAR but would ascertain buying back at salvage pricing parts [redacted] response to this line was far different than your interpretation [redacted] one should not assume pleasure coming from an individual who is not confrontational nor one to show any type of dissatisfaction through voice tone This will be the last response as it is clear that East Coast Auto's resolve is not fair and we will not be taking [redacted] up on his salvage offerDue to the fact the initial agreement of [redacted] coming through with some monies to help offset the expensive repairs due to his lie are gone as he no longer works at East Coast Auto and [redacted] and [redacted] 's offer does not compensate for the lie (think about it, we had to buy all these parts, seats and a wrecked car because of the extensive SALT WATER DAMAGE and we paid $19,for what we were told was FRESH WATER DAMAGE, that would have come with a cost to repair but not ANYTHING COMPARED TO WHAT IT HAS BECAUSE OF THE SALT CORROSION)I do realize that East Coast Auto was put in a situation that they didn't ask for but having said that, [redacted] was employed by them and my husband had absolutely no reason to lie about what [redacted] had offeredBut enough, as now it is simply a stale mate, mute issue as both [redacted] and [redacted] believe they have done their due diligence [redacted]
On May 19th, Mr [redacted] purchased a used Chevrolet pickup engine, that was special ordered from a third party supplier This engine came with a day parts warranty Mr [redacted] picked up the engine on May 22nd On May 29th, Mr [redacted] brought the vehicle to our facility claiming it had low oil pressure We had our mechanic check the engine with a mechanical gauge and according to [redacted] specifications the oil pressure was within specifications for that engine We advised Mr [redacted] at that time that if he wanted us to get him another engine he would need to return the engine within the day warranty period Mr [redacted] stated the engine was running well, made no noise, and did not smoke and that he would continue to drive the vehicle On September 25th (days beyond his day warranty), Mr [redacted] contacted us and said the vehicle quit running and that he already had started to remove the engine and was going to have the engine rebuilt Per Mr***, he never had his vehicle professionally diagnosed for the engine failure We at that time offered Mr [redacted] a discount on a replacement engine in an effort to help him Please see attached signed documentation with the warranty details
As stated earlier, Mr [redacted] did not contact us since May 29th that he had any further problems until September 25th, which was days outside the stated day warranty period We made every attempt to get him some help from the supplier and they were firm that we were too far past the agreed warranty period and any issues should have been addressed within the day warranty term We still offer to assist Mr [redacted] with a replacement engine at a significant discount Sincerely, [redacted] Parts Specialist
We contacted Mr [redacted] upon receipt of his letter and asked him to bring the vehicle back so we could evaluate it The vehicle was recently state inspected and was running and driving well while here Mr [redacted] returned the vehicle to us on Friday, August 1st and it has been discovered an oil line seal within the turbo was leaking causing his mechanical issues The repair part has been ordered and we have been in direct contact with Mr [redacted] regarding the problem and solution Mr [redacted] seems satisfied with the resolution We wish he had contacted us directly to advise of any problems first as we would have been more than happy to help him with this
In regards to complaint #***, MrsWmmer’s (***) placed a $non-refundable deposit with us towards the purchase of a Ford Mustang on May 5th Mrs*** was advised of the non-refundable status of her deposit at that time; it was NOT conditional upon her ability to obtain
financing for the purchase of the vehicle Please see the attached customer signed Buyers Order, agreeing to the non-refundable deposit As for allowing credit to purchase parts, that is a separate entity and we are unable to transfer funds; especially as this is a non-refundable deposit on a vehicle purchase We will allow Mrs*** to apply the deposit to any future in-stock vehicle purchase, as we have already offered her
Thank you,
*** ***
In follow up to our conversation today, the day after we received the initial complaint, I made two phone calls to Mrs*** in an effort to understand what had transpired The only conversation we ever had was with Mr*** when he returned my phone calls and we discussed East Coast Auto Source purchasing back his remaining parts and/or parts car, which he agreed to at the time and seemed pleased with that resolution We have to-date never heard from Mrs*** from the beginning The sales inquiries were all with Mr*** from the beginning I would still be happy to have a conversation with Mrs*** to offer them some help
Thank you,
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Consumer says they are lying, and the offer of paying for the used parts is not resolving the issue If they were not lied to they would not have bought this car She has contacted a lawyer.
Regards,
*** ***
On
Friday, July 11th, Mr*** called to inquire regarding a Chevrolet
Avalanche, #N448REDK He was advised at the time the vehicle was being
sold on consignment and we were awaiting the title, please see the attached
Buyers Order stating “Waiting on Title. He
agreed
to place a deposit via credit card We then processed his deposit
and he returned the attached signed Buyers Order. We advised we would be in contact once we
received the title to complete the sale On Tuesday, July 15th he
contacted our office, speaking with ***, advising he had sent the wire
transfer for the balance and to inquire if we had received the title In
error, she advised Mr*** that we had received an Avalanche title in
recently Later, it was realized the title we had received was for another
Chevrolet truck, not the Chevrolet Avalanche Mr*** had inquired
about On Wednesday, July 16th, *** was contacted and advised we would
not be receiving the title for the truck and therefore unable to complete the
sale *** contacted Mr*** immediately to advise of the
situation and apologize for our inability to complete the sale. We then UPS’d him an immediate refund of his
deposit, wire transfer of balance and his wire transfer fee expense on July 16th. We offer Mr*** our sincere apologies
for his inconvenience and are willing to work with him on any other vehicle in
our inventory. *** has spoken with
Mrs***, on Friday, July 18th and agreed we would continue to
look for a similar vehicle that may suit them
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for sending the email again*** after reading the response all I can say is my husband asked *** *** on several occasions if the water damage to the car purchased was fresh water or saltHe told my husband each time it was fresh waterThis was more than months ago as we have had the “SALT WATER” damaged car in the repair shop for a year now and it still does not runAfter the purchase of the $19,supposed “fresh” water damaged car my husband contacted *** again on several occasions so obviously he did not bother to tell the owner “***” who wrote the response that he had liedAs for the seats we got from East Coast Auto at a discount, that is also not true as they did not discount them at all (*** didn’t even know that we got the seats until last week when he called my husband)IF East Coast Auto would not have lied we would not have been forced to buy another wrecked car for the parts to fix the $19,car we bought*** is saying he will buy back some parts and this is a win-win! At no time even after *** was gone and *** the owner was made aware of the lie did he offer to offset or help on the price we paid of $19,for the initial car that we were told was fresh water damageIn my eyes *** has received $19,for a car that we were lied to about and since then we have had to buy another wrecked car and have copies amounts of repair bills to try and fix the $19,car that we should have gotten some monies back onnot the over and above car, parts, etcthat we were forced to purchase
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Spoke w/ consumer, said go ahead and close, he is going to file in court Still saying he contacted them days after he purchased the motor and that they are lying, he contacted them several times about this engine
Regards,
*** ***
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.
The dealer has been indeed very accommodating since I first communicated the problem to them. And like they said, I wish I would have mention the problem to them before. My impatience brought unnecessary turmoil. The dealer has been contacting me even after business hours to answer any questions that I may have or with updates about the vehicle's status and to make sure that my needs have been met. Excellent customer service and even thou they have a very booming and successful business, you are never a number to them. They have always been very friendly, respectful, accommodating, helpful and personal. They took care of the problem immediately even though it was not their responsibility to do so. They have gone more than the extra mile with their service.
I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We were surprised to hear of this complaint as we have had no contact from the customer, [redacted], regarding any...
issues with her purchase of the 2007 Jaguar XKR. [redacted] has not been employed with East Coast for better than 8 months and we have not had any other complaints regarding his sales work while with our company. Upon notification, we have contacted [redacted], husband of [redacted], and have offered to purchase some of the balance of his parts from his parts car to help him offset some of his repair cost in an effort to be a win-win for both parties. Mr. [redacted] has confirmed after contacting our Parts Department months ago, he received some discounted seats for his Jaguar. We are waiting for him to send pictures of what parts he has available so we may finalize details from there. We strive to to give accurate description of these repairable vehicles to the best of our ability. It is always in our best interest to have satisfied customers as most of our business is referral based and repeat business. We have enjoyed serving our customers automotive needs for over 25 years and will continue to grow together.
Mrs. [redacted],
We are still very willing to work with you to assist you in getting your Jaguar running. If you would like to transport the vehicle to East Coast, we will be more than happy to have our mechanics take a look at what repairs are necessary to get the vehicle running, at not cost to you.. Please give us a call or email us back.
Thank you,
As stated earlier, Mr. [redacted] did not contact us since May 29th that he had any further problems until September 25th, which was 32 days outside the stated 90 day warranty period. We made every attempt to get him some help from the supplier and they were firm that we were too far past the agreed warranty period and any issues should have been addressed within the 90 day warranty term. We still offer to assist Mr. [redacted] with a replacement engine at a significant discount.
Sincerely,
[redacted]
Parts Specialist
From: [redacted] [mailto:[redacted]]
Sent: Thursday, May 29, 2014 8:32 AM
To: [redacted]
Subject: RE: Complaint from The [redacted]'s - case id# [redacted]
[redacted],
I am confused. My last conversation with Mr. [redacted], I offered to purchase the remainder of his parts or parts car in an effort to help him offset the cost of his repairs. He said he would contact me when he was ready. He said he had the car that he purchased from us running, at one point, then the vehicle had lost communication. My parts manager offered Mr. [redacted] some suggestions of possible solutions for this problem. That is the last contact we had with the [redacted]s. I understand Mrs. [redacted]’s frustration. I wish we had heard about the miscommunication sooner as the transaction has been almost a year ago now. After reviewing the file, the car was sold as a Salvage Titled, water damaged vehicle in need of repairs. We did not have a key for the vehicle to offer any inspection as it was listed on the Buyers Order. At the time of the sale a year ago, the actual cash value of the car was $39,565. A car like this we always advise the purchaser, the vehicle requires professional mechanic to diagnose and repair. I will still honor our offer to the [redacted]’s to purchase the remaining parts and/or parts car at a reasonable market salvage price in an effort to show goodwill.
Sincerely,
[redacted]
Vehicle Sales