Inflection Point Systems

Mr*** purchased this vehicle in April (about months ago). At that time the vehicle had a nick on the door and we did offer to fix it for him at that time. The customer shows up almost a year later and the repair is more than just touching it up, but requires body work as
well. If the customer would have came back in the first weeks of ownership the repair would have been done and this issue would have been prevented. We are more than happy to help in the repair, but the customer neglected the original offer for an extended period of time. We are also happy to look at the key issue, but again, this has been over a year since the original incident.Dirk H***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
No offer was madeMy husband is the only person to drive the GTI and has driven a manual transmission his entire lifeNever has he had a clutch completely stop functioning, while driving, with no advanced warningI find it nearly impossible that he wore out a clutch in 32,miles if it were made of any quality materials. With all of the other clutch complaints about this exact year, make, and model that appear on various online forums, it is extremely difficult to believe that the quality of the stock parts being used is what it should be. There is also no reason that we should have been denied the opportunity to look at the removed clutchWe could have had a higher quality clutch put in by another shop for less cost, but we weren't told that it wasn't eligible for warranty coverage until the work was being completed, eliminating that possibilityWhen a company's response to customer concerns is essentially a verbal or written "shoulder shrug," the company will lose customers
Regards,
*** ***

I have given this information to our Store Manager - MrBrett L*** and have instructed him to contact the customer. MrL*** can also be reached by the customer by calling *** ***Dirk H***

I have spoken to this customer prior. As everyone would know - the car dealership is not the bank nor do we carry the loan on the transaction. The only options the customer would have with funds through the dealership would be for ancillary products that were purchases - such as gap
insurance or extended warranty coverage. If the customer chose such products and would want to cancel them - thus not having such coverages - then they can do so at anytime and receive a pro-rated refund. However, paying off the car early does not come with any refunds from the dealer - only paying less interest over the course of the loan. Again - if the customer purchased ancillary products and would like to cancel them, that is a different perspective, but for any monies due to the loan of the vehicle - that would come from the lender, not the dealership

Our apologies for the confusion in regards to this situation. We found in working with our 3rd party provider of this website that a link was broken and that is why the order was not processed. We were not aware of this until this matter and have since resolved. We would like to
offer Mr*** a free mount and balance along with a complimentary alignment if he would like to purchase the tires. Again - we apologize for the mix up in regards to the link not processing correctly. Mr*** can contact our management team at this location by asking for either MrKelly O*** in Service or MrAl C*** in Parts.Sincerely,Dirk H***#Cochran

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
It has been over two years with the same unresolved issueThe technician, Chris, advised that whatever fluid I paid for has to be changed every 60,milesWhen I purchased the vehicle it had over 60,miles so it makes sense that I would have had this issue since I bought the carHowever what does not make sense is why the vehicle was sold with all of the issues that it had and passed off as certifiedThe vehicle is back from the shop and with no surprise it has the SAME issueI was charged $for something that would probably" fix the issue but it's still not fixedThis company keeps finding new ways to take my money but still not fixing what should have already been done prior to purchaseStop trying to pass the buck, take responsibility and resolve this once and for allThere is no way you buy a certified vehicle and a few months later, not years, but months you have to put in a batteryyou have no manual to your vehicle, the windows still squeak, the back end issues you've taken it there for multiple times still goes unresolved but you make sure to charge me for something each and every time without any resolution.
Regards,
*** ***

We have been in contact with the customer as well as the extended warranty company. The extended warranty company offered to pay up to the maximum of her policy to fix the whole vehicle and the remaining balance of $was offered to be split by the customer ($1500) and #Cochran ($1800), which we feel is more than fair based on the initial repair, again, not regarding the timing chain. We have informed the customer that they need to pick up their car and return our loaner car by Monday the 28th. The customer is not the original owner of this vehicle and did not buy from #Cochran. We have tried working with the customer and our offers have been declined. We expect our loaner car to be returned and the customer to take their vehicle again by Monday, November 28th

From: ***Date: Mon, Dec 12, at 8:AMSubject: Complaint ID: ***To: i***Hello & Good Afternoon,This e-mail is in regards to Complaint ID #***I an writing to inform you that Cochran finally did call me back after I left them a
message saying I filed a complaint with the Revdex.comThey said they would refund the $fullyI thank you very much for your time and attention to this matter but it appears to be resolved thanks to you simply existingThank you very much!Yours Thankfully,*** ***

Have assigned issue to our Corporate Collision Center Manager - David B*** - to reach out to customer and address this concern. MrB*** will contact the customer or address with appropriate team member to do so. Dirk H***

I am asking that they extend and provide 3-yrextended bumper to bumper warranty and replace the rear backup camera and screen as stated on August 3rdHe has had the vehicle for over two-months nowUnacceptable.*** *** ###-###-####

Dirk *** states that my comments are directed toward someone else and not the business?! Apparently he did not read my complaint in full or he would have seen that there is more than just the issue of the car faxHis employees, including Ian *** have horrible customer service valuesTo refturn a phone call about concerns and not have the answers to specific questions is ridiculousSecondly, the vehicle purchased has had nothing but problem after problem after problemAnd even after having the vehicle serviced the problem was not resolved; as evidenced by having the air conditioning unit break twice in less than a year#Cochran should be embarrassed and ashamed that they sold a vehicle with so many issuesThe underneath of the vehicle is rusted out, the vehicle has less than 56k milesSo no Mr ***, my complaint is directly with #CochranNot only for making a "clerical" error that took up time and energy with other dealerships but so in selling a vehicle that had problems within days of driving it off the lot. Many request stands, to be reimbursed for the cost of repairs and my vehicle being bought back for at least the remainder of the loan.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The vehicle has rodent based damage that was readily apparent once the hood was raisedWhy was this not disclosed considering the vehicle was supposedly inspected and fully reconditioned? The dealership is 100% at fault for not discovering and/or disclosing the true condition of the vehicle.
Regards,
*** ***

We have contacted *** *** to have the typogragraphical error corrected: Thank you for submitting a Data Correction Request on a*** Vehicle History Report!Your Reference Number for VIN *** (2009*** ***) is ***.The mileage on this
vehicle was not rolled back and only that someone accidentally typed in the wrong mileage on the vehicle on a repair order on one visit and that was corrected on the next service. The value of this customer's vehicle is not being affected by this as can be seen by the *** *** appraisal of the vehicle being above market value. We would be more than happy to appraise the customer's vehicle as it seems all comments are directed from someone else, not #Cochran.Dirk ***#Cochran

Hi ***, Per our telephone conversation today, can you please reopen my complaint? I haven't heard back from anybody at Cochran. Thanks, *** ***

Our records show that this was cancelled on November 24th. The refund does not go to the customer but to the lender. We ask the customer to validate with the bank as we would not refund directly to the customer unless there was no remaining loan on the vehicle

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,
*** ***

I will reimburse the customer for the diagnostic charge only at this time until it can be determined if there is an issue and what they may be in relation to what the extended warranty would or would not cover. Dirk H***

We verified the claim with EZ Care as it was called in to them by the Acura dealer. We are told that this is not a mechanical failure but a noise and at this time not covered by the extended warranty. We will be issuing a check for the refund of the diagnosis, but without a known mechanical failure - whether or not covered by the extended warranty - no further assistance will be provided at this time.#Cochran