Initial Business Response /* (1000, 5, 2017/01/13) */
Good morning,
I have pulled the deal file and asked [redacted], the [redacted] and [redacted] the [redacted] to provide input as to how the car sale and service repair unfolded.
The car sale was on a [redacted] with...
approximately 156000kms on it. There is a line in the complaint that states they were upsold this vehicle. When speaking to the [redacted] he said they looked at both this unit and another [redacted] we had but the other had 231000kms so the one purchased was deemed the better value and not an up sell. When we have units of this age and kms we sell them "as traded"(as stated on the customer's bill of sale). What this means is we do not put the units through a certified program because of age or milage. Our customer base for a new car store is typically selling 1-5 year old and under 100,000kms. When we have units like this 8 year old and 156,000kms car we offer them at wholesale pricing to pass the discounted savings on to customers who want a less expensive transportation option. We do this before we have collected a few to send to the wholesale dealer auction usually once a month. Looking at the appraising tool we use, this type car would have an average retail value in market of $[redacted] and the customer purchased our unit at $[redacted] which is 68% of market price ([redacted]). Using this as a benchmark the customer did receive value for this car and not up sold.
The customer filled the car with fuel shortly after purchase and noticed the leak in the driveway the next day. Unfortunately we would not have known this fault even if we certified the unit because the fault isn't evident until a full tank of gas is in the car. The customer contacted the [redacted] the next day and told him of the mishap. [redacted] advised he would talk to me to see if there was anything to be done. As stated earlier we did sell the unit as traded but we did want to evaluate what was wrong with the car in case of an easy repair. An appointment in service was made and the service advisor gave a quote of $[redacted] for a fuel repair. The quote was at a worst case scenario if once the gas tank was dropped it needed both side fuel modules, seal ring, and gas tank. We would not be sure of exact repair until the tank gets lowered. The news was delivered to the customer who again spoke with the [redacted]. The dealership agreed to pay half of the cost to lower the tank to get an accurate estimate of the repair verses a worst case estimate in case it was as simple as a gasket. The second appointment gave the same result as the original required repair but we did not charge the customer anything for that visit that we agreed to split the diagnosis time. The final estimate did require the gas tank, both pump modules and ring. I inquired at this point with [redacted] the [redacted] to get involved to see if there was an alternative part supply that would be less expensive. She was able to locate an after market fuel tank at a much reduced price but the other parts could not be sourced cheaper. She spoke with me with the new estimate. I said to cover as much of the repair as possible and have the customer cover the parts. The original estimate went from $[redacted] down to $[redacted] with the same repair. When [redacted] spoke to the customer with him covering $[redacted] plus tax she said he was pleased.
There was an issue when the customer came to pick up there car and pay for the bill. The service advisor instead of the [redacted] processed the invoice for $[redacted] and not the $[redacted] plus tax that both parties agreed to. This issue was correct and the proper amount was collected.
In closing, I believe as a business in this case we have provided a unit at a reduced price to pass on any unexpected issues that may arise on a 8 year old $[redacted] car verses the retail price. We also provided a repair to the unit that we also participated in to rectify the situation which the customer seemed fine with during his conversations with dealership personnel at that time. We were available throughout the process for questions and are now surprised with this Better Business complaint that we believed was solved.
Thanks for your time.
Initial Consumer Rebuttal /* (3000, 7, 2017/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to be reimbursed my $[redacted] plus tax.
Initial Business Response /* (1000, 5, 2017/01/13) */
Good morning,
I have pulled the deal file and asked [redacted], the [redacted] and [redacted] the [redacted] to provide input as to how the car sale and service repair unfolded.
The car sale was on a [redacted] with...
approximately 156000kms on it. There is a line in the complaint that states they were upsold this vehicle. When speaking to the [redacted] he said they looked at both this unit and another [redacted] we had but the other had 231000kms so the one purchased was deemed the better value and not an up sell. When we have units of this age and kms we sell them "as traded"(as stated on the customer's bill of sale). What this means is we do not put the units through a certified program because of age or milage. Our customer base for a new car store is typically selling 1-5 year old and under 100,000kms. When we have units like this 8 year old and 156,000kms car we offer them at wholesale pricing to pass the discounted savings on to customers who want a less expensive transportation option. We do this before we have collected a few to send to the wholesale dealer auction usually once a month. Looking at the appraising tool we use, this type car would have an average retail value in market of $[redacted] and the customer purchased our unit at $[redacted] which is 68% of market price ([redacted]). Using this as a benchmark the customer did receive value for this car and not up sold.
The customer filled the car with fuel shortly after purchase and noticed the leak in the driveway the next day. Unfortunately we would not have known this fault even if we certified the unit because the fault isn't evident until a full tank of gas is in the car. The customer contacted the [redacted] the next day and told him of the mishap. [redacted] advised he would talk to me to see if there was anything to be done. As stated earlier we did sell the unit as traded but we did want to evaluate what was wrong with the car in case of an easy repair. An appointment in service was made and the service advisor gave a quote of $[redacted] for a fuel repair. The quote was at a worst case scenario if once the gas tank was dropped it needed both side fuel modules, seal ring, and gas tank. We would not be sure of exact repair until the tank gets lowered. The news was delivered to the customer who again spoke with the [redacted]. The dealership agreed to pay half of the cost to lower the tank to get an accurate estimate of the repair verses a worst case estimate in case it was as simple as a gasket. The second appointment gave the same result as the original required repair but we did not charge the customer anything for that visit that we agreed to split the diagnosis time. The final estimate did require the gas tank, both pump modules and ring. I inquired at this point with [redacted] the [redacted] to get involved to see if there was an alternative part supply that would be less expensive. She was able to locate an after market fuel tank at a much reduced price but the other parts could not be sourced cheaper. She spoke with me with the new estimate. I said to cover as much of the repair as possible and have the customer cover the parts. The original estimate went from $[redacted] down to $[redacted] with the same repair. When [redacted] spoke to the customer with him covering $[redacted] plus tax she said he was pleased.
There was an issue when the customer came to pick up there car and pay for the bill. The service advisor instead of the [redacted] processed the invoice for $[redacted] and not the $[redacted] plus tax that both parties agreed to. This issue was correct and the proper amount was collected.
In closing, I believe as a business in this case we have provided a unit at a reduced price to pass on any unexpected issues that may arise on a 8 year old $[redacted] car verses the retail price. We also provided a repair to the unit that we also participated in to rectify the situation which the customer seemed fine with during his conversations with dealership personnel at that time. We were available throughout the process for questions and are now surprised with this Better Business complaint that we believed was solved.
Thanks for your time.
Initial Consumer Rebuttal /* (3000, 7, 2017/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to be reimbursed my $[redacted] plus tax.