Houston Ford

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.The Collection hired a 3rd party contractor to perform window tint on my Audi Safter the purchaseThe tint caused issues with rear glass which was replaced and the tint itself had issuesThe Collection's service manager, Ben K***, as well as the dealership manager, Keith T [redacted] , promised in writing to replace old tintThe Collection now refuses to fulfill the promise despite the fact it was done in writing and was signed by Ben K***, the service manager of The CollectionNot to mention buffing out rear pillar and bumper, also written and signed on that paper (please see attached) Regards, [redacted]

This was caused by a glitch in the banking systemThe Rep (Carrissa) from [redacted] even called the customer to let them knowCustomer was instructed to re-deposit check but refused [redacted] then sent a wire because that's what the customer would acceptWire was sent within hours

Coast to Coast Imports did refund full amount within the timeline that was quoted to the customerWe told her 6-weeks as that is how long it generally takes to have the warranty company process the refund and then have us receive it, process a check for it and send it to the bankIt ended up being in about weeksWe were well within what we told herCustomer filed a complaint just hoping to speed up the process but we did it as quickly as we couldWe did refund the full amount of $to her bank to apply to the principle balance of her loanThe charges were not "bogus" and are all detailed out in the menu process where we offer the products and on the bill of sale as well as bank contract and product contracts that were signed by the customer at the time of saleUltimate protection is a year, unlimited mileage coverage of wheels and tires, paintless dent repair, windshield repair and roadside assistance

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I will address each point of the response as follows:We take every vehicle through an inspection in our service department and we always try and make sure that we recondition all these vehicles to the best of our abilities, but we can only go so far and we do not take anything part or look through metalRESPONSE: This issue was found during a regular oil change The mechanic was so concerned that he told me to get it into the shop right away He didn't look through metal nor did he run a diagnostic test He didn't take anything apart My question to MrB [redacted] is why this wasn't found by his shop if it was so easily detected by [redacted] ***.At the time of us inspecting the vehicle nothing alarming was found, but unfortunately on older/ high mileage models the risk of running into an issue is a lot higher, especially over a 100,Miles, and therefore we sell those vehicles "AS IS".RESPONSE: I did understand I was purchasing "AS IS" However, I was told by the sales man as well as the finance manager that the car had been inspected "thoroughly" A Lot of clients when purchasing such vehicles pay for a whats is called a pre-purchase inspection at a third party service facilityPre-Purchase inspections go more in depth examining the different parts of the vehicles, and are more lengthy than the typical " New Arrival" inspection most dealers and our self included performRESPONSE: At no time was I told I had a right to a 3rd party inspection Why was I not told of this right?We also offer clients third party vehicle service contracts, and Ms [redacted] purchased one, but unfortunately most of these contracts have a waiting period, and that is a matter between [redacted] and the service contract companyHowever, in such situations we do not leave our clients behind, and we try and stand behind the vehicle even though we are not required to do so "legally" since the vehicle was sold " As Is" but we do so out of good faith, and for a better business practice, However, we can only do that if we are given the opportunity, but unfortunately [redacted] choose to use her mechanic and [redacted] for the diagnosis and Repairs of her vehicle, Which limits our ability to confirm the issues, and elevates the cost in an astronomical wayRESPONSE: I notified Coast to Coast on 9/29/17, the day my car went into the shop, that there were problems and the car was in the shop for repair I finally heard from Chris K [redacted] on 10/17/ At no time during this almost week period was I told to bring my car back to Coast to Coast I called and left messages asking them to call me or call [redacted] to make arrangements They did not call me nor did they call [redacted] I gave them ample time to make a decision to have the car removed to their shop I did not have the luxury to wait for them to get back to me almost weeks later I made several attempts to resolve this with Coast to Coast and received no consideration from them.Since the repairs have already been done and at no point was the vehicle brought back to us for diagnostics or even repair, we unfortunately Can not assist Ms [redacted] .RESPONSE: Of course, MrB [redacted] can help me He is choosing not to help me In no way is this good industry practice He is also not honoring his so called "good faith" practice I feel I was mislead by both the sales team and the financial team Due to the conversations with my personal mechanic and [redacted] , I believe these defects in the car should have been easily seen by Coast to Coast Please see the attached email communications between Coast to Coast and myself I appreciate your help with this Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.The Collection stated that the tint issue was addressed and that it is out of their control and 3rd party will not be hired to remedy the problemThose statements are contradicting as the tint issue still exists and it was not addressed yetIn addition, The Collection successfully hired 3rd party company, ***, to replace broken rear glass on my car as a result of their faultAlso, The Collection works with other 3rd party vendors all the time to do paint correction and other detailing servicesI don't see a reason why 3rd party tint company cannot be hired at this time given the tint removal and reinstall was promised to me in writing which I have attached earlierThe owner of The Collection also offered to reimburse me if I do tint elsewhere Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.Again, I sent information to Owen W [redacted] on the vehicle and asked that they contact the dealership the day it went into the dealership They did not contact the dealership nor did they even respond to me telling me to bring the car to Coast to Coast until almost weeks after I alerted them the car was in the shop This is all evidenced in the email I attached to my last response They NEVER offered to help I called times during this time to speak with them because I did not want to be out $for a a repair No one called me back No one contacted me with any information or instructions until after almost weeks after the car was first taken to the shop I asked them to contact the dealership; they did not I do not have the luxury of being without a car for that length of time.My regular mechanic told me not to take it to them because it should not have been sold in that shape; at the very least they should have disclosed the problems He indicated they do shoddy work and he has other clients who have been misled by them However, had they instructed me to take the car to them, I would have done so They had ample time during that almost weeks to contact me before I authorized any work to be done I sent them the estimate as soon as I received it from the dealership Yet, they did not respond, neither by email nor phone.In addition, why was I not told by Coast to Coast that I had the right to a 3rd party inspection I did not refuse their help They didn't offer help until almost weeks later They are right They get nothing out of a dissatisfied customer I want to know how they are going to settle this I was mislead and they are now backtracking saying that I refused help that was not offered up front Please see the emails I previously attached I would also like to know why I was not given the courtesy of a call back when I tried to contact them via telephone This could all have been avoided had someone reached out to me when this first happened Regards, [redacted]

On 5/30/Mr [redacted] purchased a Audi S As with all used vehicle, they are sold as is, as stated on our purchase order The Collection did agree to install new tires at the wholesale cost of $which was accepted by *** We also offered him free window tint with the purchase of the vehicle and that was also completed [redacted] took delivery of this vehicle After driving the vehicle for over week he stated that the tires were not the tires he asked for, and also stated that there was a problem with the rear defroster on the vehicle because of the window tint added This defroster issue could not be verified if it was done before or after delivery of the vehicle Both of these issues were addressed by the Collection First, [redacted] decided on his own to purchase a set of custom wheels and tires to replace the original set When he came in to pay for the second set of tires and after accepting and taking possession on the first set of tires making them unreturnable, our owner MrB [redacted] voluntarily offered [redacted] a credit of $towards the purchase of the custom wheels and tires This credit was for the rear window tint that he did not pay for and tires that were unreturnable The rear window was also replaced at Audi of Indianapolis at a cost of $by The Collection and at no cost to *** This was above the cost of a replacement window because he wanted the window to be replaced by the local Audi dealership rather than an auto window replacement company and we agreed to accommodate this request.Since the original window tint was questioned as the reason behind the damaged rear defroster and is performed by an outside vendor, we agreed with [redacted] that he would handle window tint on his own.The paint correction that [redacted] is asking for was not authorized by The Collection or even offered Paint correction was not agreed to at time of purchase Mr [redacted] ’s claim of liquid white stains on the interior was not brought to our attention prior to delivery of the vehicle This issue could have occurred after [redacted] took possession of the vehicle.The Collection resolved all original issues at a cost of $ Any additional claims by [redacted] after accepting delivery of the vehicle are not the responsibility of the dealership Drew E [redacted] Business DirectorThe Collection

We requested for the vehicle to be brought to our repair facility so that we could help her and she sent us an email saying that her mechanic told her not to bring it back hereWe cannot help when the vehicle is at a totally different repair facilityWe have proof in the emails that we offered to help by bringing it here and she refused itWe would have been glad to do anything we could to help but the estimate was extremely high for what we were told needed to be done and we can't just pay a different shop to perform that work and ensure that it is done rightWe get nothing out of having a dissatisfied customer but if they refuse to let us help the only way we can, there is not another solution

The window tint was originally performed on the vehicle at purchase The window tint is the reason for the replacement of the rear window At this time we can not be held responsible for a second window tint through a third party

Revdex.com: My husband and I went in person to Coast to Coast after I filed the complaint and spoke directly to the owner's brother who facilitated resolving the matter immediatelyHe also indicated they would be sending us a gift card for a restaurant of our choice for our troubleI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Regards, [redacted]