Jack Cooney's Auto Sales

I am writing this letter in response to ID # ***To begin, all of our vehicles are serviced and inspected if needed at our own facility before they are purchased by the consumerWe take pride in our small family owned business and the way we treat our
customers and the vehicles we sell. This vehicle was no exceptionIt was sold in good running conditionCooney’s doesn’t issue or day warrantiesThe warranty that came with the vehicle was a day warranty provided by a third party, The *** *** CorporationWe have been doing business with them for over yearsThis customer chose to purchase an upgraded month warranty through the same companyShe chose an unlimited mileage Standard warranty because she puts thousands of miles more per year on a vehicle than is average according to herShe purchased the vehicle on March 21st, The consumer called sometime prior to July because of air conditioning issuesShe made and cancelled appointmentsOn the day she wanted to bring it in, which was the first week in July, she was told that our air conditioning specialist wasn’t going to be workingShe insisted on bringing the vehicle anywayTwo different mechanics test drove and went over the vehicleThe vehicle wouldn’t malfunction for the mechanics as the customer said it had been doingEverything regarding this issue was gone overThe AWD was checked also because she stated she thought something was wrongNothing was detectedShe didn’t mention anything at that time about a transmission issueShe was never told that “nothing was wrong”She was told her problem was intermittent and to please let us know if the problem occurred again and we would have her bring it back when our a/c specialist was in and investigate furtherI would like to note that she wasn’t charged anything at our shop for the time we spent on her vehicleWe didn’t hear back from her so we assumed everything was fineShe then called sometime later in July or AugustShe was upset that another shop had fixed her vehicle and the warranty she purchased didn’t cover the repairShe said the other shop never told her it wasn’t covered and fixed her vehicle without making her aware she would be responsible for the entire billWhat I explained to her was that it was not in my control what another shop doesTheir business practices aren’t ours, and she needed to contact that shop’s manager and let he/she know what happened thereI explained to her that she can’t expect me to help her when she a) doesn’t let me know she has a problem & b) takes her vehicle somewhere elseShe insisted that she didn’t bring her car back to us because she lives on the other side of townMy geographical location can’t be changed to suit herIt’s been the same since and we have no plans of movingShe did bring up in this conversation that she was told, by another shop, that she had a transmission issueI gave her advice regarding this issueI told her to contact a transmission shop (I even gave her a referral) and told her to have them call the warranty company and get a claim # before any work is doneI also told her to protect herself from what happened at the shop that fixed her a/c before, to make sure she asks the shop to give her an estimate for what she is responsible to payShe said she would not do business with us anymore and I told her to have a nice dayI never heard from her again and assumed she had her car repaired until I received this letter from you months later
As you can see by the copy of her warranty I have attached to this statement, the transmission is a covered componentI verified with *** *** after receiving this letter that at no time did either the customer or any repair facility call a claim in for the transmissionThis company keeps detailed records of every phone call that comes inWhat they do have on record however, is that this customer has called twice and asked for a refundShe called once in September, and once in November, a few days before she filed this complaintThe only time a refund is issued by this company is when a vehicle is totaled in an accidentThen a pro-rated refund is issuedWhat’s puzzling is that instead of utilizing the warranty to pay for her transmission repair, she chooses to continue to drive the vehicle and has time to make this complaintShe didn’t have time to drive her car back to our shop, but has time for this nonsenseMost customers are elated to have a warranty if they need a large repair such as a transmissionMost customers would take the time to bring the car back to a dealer that cares about the customers they serve which is evidence by the years we’ve been in business and also by the fact that we didn’t charge her a thing when she did come backThe simple solution for this customer is the same as I told her months ago: utilize your warranty and get your car repairedProblem solved