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Initial Business Response /* (1000, 5, 2016/04/01) */
I have spoken with *** regarding this situation about her vehicle warrantyAs I have stated to her, We are extremely sorry to read that we failed to fulfill her expectations, as this is not the kind of impression we like our customers to
have, but we appreciate her sincere comments because it helps us to improve our serviceAs I explained to ***, her complaint has been forwarded to head office in *** and will be acknowledged and have apologized if she feels she has been misled in any way regarding your warrantyWe offer our customers a day warranty/guarantee on any vehicle that leaves the lotIf anything goes wrong with the vehicle in this time frame, we take full responsibility for the issue and cover it at no charge to the customer (***After the days, it is up to the customer to deal with any mechanical issues with their vehicleThe warranty sold to her is the *** with ***This plan is what we sell to all our customers with no issues until ***'s caseIt covers Engine, Transmission, Differential, Seals/Gaskets, provides Roadside Assistance and Towing with zero deductibleThis contract was mailed to her for her review, so to say she does not have coverage on her vehicle is not the truthit is the customer's responsibility to review warranty contracts so they know the full extent o what is coveredWheel speed sensors are not covered under the plan, but she does have coverage on the majority of her vehicleThe wheel speed sensor went months after she purchased the car, which does not fall into our month coverageI do agree with *** in that a bill of *** to install a *** wheel speed sensor does seem ***, so I recommended she take that issue up with the mechanic shop in *** that did the workWe have also spoken with the salesman that was involved in the sale for *** to get his side of the storyHe is currently working in the *** office (***He verified that he did sell them the standard *** warranty that we carry, and denies any claims of giving an internal warranty with MrAutomotives for year on top of the *** warrantyWe have never given an internal warranty for more than the days allocated, so our salesmen would never say we have an internal warranty for yearAlso, I did not tell *** to not get the vehicle fixed, I advised her that I believe she has been over-billed for the work that was done and that she should take that issue up with the dealership or take it somewhere else to get fixedIf you have any other questions or concerns regarding warranty coverage, do not hesitate to contact us
Initial Consumer Rebuttal /* (3000, 7, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is a difference from you thinking myself (***) the customer may " feel mislead" and being told I was getting something before making a dealYOUR company told me that there was factory warranty and extended in house bumper to bumper warranty for one yearI reconfirmed the sales guy on this several times and he confirmed yes it was trueIt's great that you reported this incident to the head office but that isn't helping me at all *** ***
Final Business Response /* (4000, 9, 2016/04/07) */
Our company stands behind its policy that we cover mechanical issues with vehicles within the first month of purchasing, but does not after that pointWe have a licensed mechanic shop here in *** that takes care of these claims and we do not use shops outside of them due to possible unfair billing (***As such, we will not be paying for a vehicle bill months after it was purchased