[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.
Regards,
[redacted]
The repair order submitted with the complaint showed zero charges so we assumed no repair had already been made. I'm sorry but the [redacted] dealer in Silver Spring contradicts the [redacted] dealer in Alexandria and we find ourselves stuck in the middle. The vehicle did pass state inspection and there was not a complaint of warped rotors nor any symptoms of warped rotors when the vehicle was sold. There was an opinion by a Maryland inspection tech that the rotors should be looked at but this was due to a cosmetic issue on the rotor as diagnosed by [redacted] of Alexandria. Since we did not have an opportunity to do a repair, if needed, I must respectfully decline the clients demand for $1,200. Since we cannot be certain of a correct diagnosis at this time, in the interest of client satisfaction I would be willing to meet the client half way and offer $600 with the understanding that the issue is closed.
Dear Revdex.com,I am happy to meet with the client as this is the firsat I am hearing about it. Several issues were raised in the client letter; 1. rough ride - the 2015 [redacted] has a sport suspension, it is firm ride and there really is nothing we can do to change this, 2. Tire pressure monitor issues,...
it's not a safety item but should not be a recurring issue. We can work with our shop foreman to see if something in the system is causing malfunctions, 3. I am most interested in hearing from the client what happened to give the impression of rude behavior. For this I certainly will apologize and have zero tolerance for such action so I would like to seek additional information.I recommend the client reach out to me and we can schedule a meeting, my direct dial is ###-###-####. If the ride is a big issue for the client I will try our best to trade into a different vehicle but can't commit to anything at this stage until we know more.Sincerely,Peter C[redacted]General Manager, [redacted] of Alexandria
August 27, 2014Dear [redacted],Thank you for the opportunity to respond to the complaint ID [redacted]Enclosed please find all of the e-mail communications between [redacted] and our dealership. Please know that the purchaser was actually the gentleman's mother. He was present at the dealership during...
each visit and is certainly an interested party but not the purchaser of record.I personally investigated [redacted] concerns. As you can see from my e-mail to him highlighted in red on the attachment, there was a considerable back and forth during the negotiation process and a final all in price was agreed to. A price I may mention that was extremely favorable to the client. [redacted] felt that they were entitled to more after the fact. I am glad to show anyone from your team our detailed accounting or the transaction.We even offered to take the car back and give them a complete refund (see e-mail). As far as I am Concerned, we delivered a great car at a great price to them and we are not willing to offer anything additional. Please do not hesitate to contact me if you wish to discuss this further. The best number is my cell ###-###-####.Peter CGeneral Manager
Dear Revdex.com,We are a factory authorized [redacted] dealer with excellent client satisfaction ratings from [redacted]. These ratings are generated by our clients. As an authorized dealer we stand behind all of our work. Things like a check engine light are triggered by a fault somewhere in the...
system that can happen at any time. I understand the client's concern that perhaps this was related to the work previously performed or should have been discovered when the car was in the first time but the systems don't function that way. The light is triggered when the fault occurs, it generally is something that can test okay today and fail tomorrow once the tolerance level for a fault code in the car's computer is reached. I would like to invite the client to bring the car in and meet with one of our shop foreman. I will gladly oversee the process so the client fully understands exactly what was worked on and all of the relevant test data to support the recommendations. Obviously we want our clients to feel comfortable about our recommendations for repairs as well as the actual performance of those repairs. I feel confident we can give the client the information and assurances needed to have confidence in us. If this is agreeable kindly ask the client to contact either me at ###-###-#### or our Service & Parts director David J[redacted] at ###-###-####.Sincerely,Peter C[redacted]General Manager, [redacted] of Alexandria
Dear Mr. [redacted],We are in receipt today of the complaint with ID#[redacted]. At the client's request, we did a transmission service on this older model [redacted] with 164,376 miles on November 16, 2016. Additionally, we have worked on this client's car in the past without incident. According to the...
client, shortly after having the transmission service completed he had a belt failure that caused additional damage. The trans service and the belt pulley failure are totally unrelated and on a car with 164,000 miles things wear out. The SL was not brought back to us so we are relying on the client's description as to what happened. For this client to suggest in their complaint that we somehow sabotaged his car to cause this damage is highly insulting. We have been a factory authorized [redacted] dealership since 1957. We service over 100 [redacted] everyday in our Alexandria location, that doesn't happen with the illegal behavior the client insinuates in the complaint. We stand behind and guarantee the work we perform. However we are not going to reimburse this client the $1,600 requested for the subsequent belt pulley repair and respectfully suggest the client find another service center.
Dear Revdex.com,There seems to be some confusion concerning this vehicle in question, 2015 [redacted] 3 series GT, vin ending [redacted]. We also received a complaint from the Motor Vehicle Board of Virginia. This car was inspected, passed VA inspection and subsequently passed MD state inspection. We took the car to...
[redacted] of Alexandria and the issue concerning the brake rotors was deemed cosmetic by [redacted]. There never was a complaint of warped rotors nor did we ever experience this condition in our test drives. It would appear the client is asking for $1200 but the repair order from [redacted] of Silver Spring did not have any work performed. We want our clients to love what they bought from us and had I been called before the letter campaign started I would have gladly gotten involved. I would like to propose the client return the car to us, we will accompany her to [redacted] of Alexandria, just down the street from our dealership. If [redacted] verifies the complaint and says they rotors need replacing MB of Alexandria will pay for the repair. If [redacted] gives us the same diagnosis as last time then I would respectfully decline the demand for $1200.Sincerely,Peter C[redacted]General Manager[redacted] of Alexandria
Dear Revdex.com,I am happy to meet with the client as this is the firsat I am hearing about it. Several issues were raised in the client letter; 1. rough ride - the 2015 [redacted] has a sport suspension, it is firm ride and there really is nothing we can do to change this, 2. Tire pressure monitor issues, it's not a safety item but should not be a recurring issue. We can work with our shop foreman to see if something in the system is causing malfunctions, 3. I am most interested in hearing from the client what happened to give the impression of rude behavior. For this I certainly will apologize and have zero tolerance for such action so I would like to seek additional information.I recommend the client reach out to me and we can schedule a meeting, my direct dial is ###-###-####. If the ride is a big issue for the client I will try our best to trade into a different vehicle but can't commit to anything at this stage until we know more.Sincerely,Peter C[redacted]General Manager, [redacted] of Alexandria
[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.
Regards,
[redacted]
The repair order submitted with the complaint showed zero charges so we assumed no repair had already been made. I'm sorry but the [redacted] dealer in Silver Spring contradicts the [redacted] dealer in Alexandria and we find ourselves stuck in the middle. The vehicle did pass state inspection and there was not a complaint of warped rotors nor any symptoms of warped rotors when the vehicle was sold. There was an opinion by a Maryland inspection tech that the rotors should be looked at but this was due to a cosmetic issue on the rotor as diagnosed by [redacted] of Alexandria. Since we did not have an opportunity to do a repair, if needed, I must respectfully decline the clients demand for $1,200. Since we cannot be certain of a correct diagnosis at this time, in the interest of client satisfaction I would be willing to meet the client half way and offer $600 with the understanding that the issue is closed.
Dear Revdex.com,I am happy to meet with the client as this is the firsat I am hearing about it. Several issues were raised in the client letter; 1. rough ride - the 2015 [redacted] has a sport suspension, it is firm ride and there really is nothing we can do to change this, 2. Tire pressure monitor issues,...
it's not a safety item but should not be a recurring issue. We can work with our shop foreman to see if something in the system is causing malfunctions, 3. I am most interested in hearing from the client what happened to give the impression of rude behavior. For this I certainly will apologize and have zero tolerance for such action so I would like to seek additional information.I recommend the client reach out to me and we can schedule a meeting, my direct dial is ###-###-####. If the ride is a big issue for the client I will try our best to trade into a different vehicle but can't commit to anything at this stage until we know more.Sincerely,Peter C[redacted]General Manager, [redacted] of Alexandria
August 27, 2014Dear [redacted],Thank you for the opportunity to respond to the complaint ID [redacted]Enclosed please find all of the e-mail communications between [redacted] and our dealership. Please know that the purchaser was actually the gentleman's mother. He was present at the dealership during...
each visit and is certainly an interested party but not the purchaser of record.I personally investigated [redacted] concerns. As you can see from my e-mail to him highlighted in red on the attachment, there was a considerable back and forth during the negotiation process and a final all in price was agreed to. A price I may mention that was extremely favorable to the client. [redacted] felt that they were entitled to more after the fact. I am glad to show anyone from your team our detailed accounting or the transaction.We even offered to take the car back and give them a complete refund (see e-mail). As far as I am Concerned, we delivered a great car at a great price to them and we are not willing to offer anything additional. Please do not hesitate to contact me if you wish to discuss this further. The best number is my cell ###-###-####.Peter CGeneral Manager
Dear Revdex.com,We are a factory authorized [redacted] dealer with excellent client satisfaction ratings from [redacted]. These ratings are generated by our clients. As an authorized dealer we stand behind all of our work. Things like a check engine light are triggered by a fault somewhere in the...
system that can happen at any time. I understand the client's concern that perhaps this was related to the work previously performed or should have been discovered when the car was in the first time but the systems don't function that way. The light is triggered when the fault occurs, it generally is something that can test okay today and fail tomorrow once the tolerance level for a fault code in the car's computer is reached. I would like to invite the client to bring the car in and meet with one of our shop foreman. I will gladly oversee the process so the client fully understands exactly what was worked on and all of the relevant test data to support the recommendations. Obviously we want our clients to feel comfortable about our recommendations for repairs as well as the actual performance of those repairs. I feel confident we can give the client the information and assurances needed to have confidence in us. If this is agreeable kindly ask the client to contact either me at ###-###-#### or our Service & Parts director David J[redacted] at ###-###-####.Sincerely,Peter C[redacted]General Manager, [redacted] of Alexandria
Dear Mr. [redacted],We are in receipt today of the complaint with ID#[redacted]. At the client's request, we did a transmission service on this older model [redacted] with 164,376 miles on November 16, 2016. Additionally, we have worked on this client's car in the past without incident. According to the...
client, shortly after having the transmission service completed he had a belt failure that caused additional damage. The trans service and the belt pulley failure are totally unrelated and on a car with 164,000 miles things wear out. The SL was not brought back to us so we are relying on the client's description as to what happened. For this client to suggest in their complaint that we somehow sabotaged his car to cause this damage is highly insulting. We have been a factory authorized [redacted] dealership since 1957. We service over 100 [redacted] everyday in our Alexandria location, that doesn't happen with the illegal behavior the client insinuates in the complaint. We stand behind and guarantee the work we perform. However we are not going to reimburse this client the $1,600 requested for the subsequent belt pulley repair and respectfully suggest the client find another service center.
Dear Revdex.com,There seems to be some confusion concerning this vehicle in question, 2015 [redacted] 3 series GT, vin ending [redacted]. We also received a complaint from the Motor Vehicle Board of Virginia. This car was inspected, passed VA inspection and subsequently passed MD state inspection. We took the car to...
[redacted] of Alexandria and the issue concerning the brake rotors was deemed cosmetic by [redacted]. There never was a complaint of warped rotors nor did we ever experience this condition in our test drives. It would appear the client is asking for $1200 but the repair order from [redacted] of Silver Spring did not have any work performed. We want our clients to love what they bought from us and had I been called before the letter campaign started I would have gladly gotten involved. I would like to propose the client return the car to us, we will accompany her to [redacted] of Alexandria, just down the street from our dealership. If [redacted] verifies the complaint and says they rotors need replacing MB of Alexandria will pay for the repair. If [redacted] gives us the same diagnosis as last time then I would respectfully decline the demand for $1200.Sincerely,Peter C[redacted]General Manager[redacted] of Alexandria
Dear Revdex.com,I am happy to meet with the client as this is the firsat I am hearing about it. Several issues were raised in the client letter; 1. rough ride - the 2015 [redacted] has a sport suspension, it is firm ride and there really is nothing we can do to change this, 2. Tire pressure monitor issues, it's not a safety item but should not be a recurring issue. We can work with our shop foreman to see if something in the system is causing malfunctions, 3. I am most interested in hearing from the client what happened to give the impression of rude behavior. For this I certainly will apologize and have zero tolerance for such action so I would like to seek additional information.I recommend the client reach out to me and we can schedule a meeting, my direct dial is ###-###-####. If the ride is a big issue for the client I will try our best to trade into a different vehicle but can't commit to anything at this stage until we know more.Sincerely,Peter C[redacted]General Manager, [redacted] of Alexandria