This letter is in response to customer concern *** about a Lexus RX purchased on February 6, The vehicle was sold at a negotiated price of $5,
plus tax, title and feesIt was clearly marked as an "As Warranty" pre-owned vehicleThe customer was aware of this and signed a Buyer's Guide stating this as suchI have included that form with this letterA few days later, the customer contacted the salesperson to inform him that his Check Engine light was onThe salesperson reminded him that he purchased the vehicle As Is- No Warranty, but that we could scan the code for him free of chargeThe customer agreed and brought the vehicle into the service departmentOne of our service advisors plugged in a hand held scanner and performed a scan of the systemThe results showed a malfunctioning sensorThe service advisor explained to the customer that this indicated an issue with the heater and posed no danger to drivingHe then offered to make the customer an appointment to have the problem properly diagnosed by a certified technicianThe code was cleared and the customer was told he could call if the problem reoccurredThe customer did not make an appointmentThe next day, the customer called in and asked to speak with the owner, Steve HaagThe customer accused the dealership of clearing the code and hiding a problem with the vehicle prior to the saleMrHaag informed the customer that we properly service all pre-owned vehicles and this one was no exceptionWe changed the oil, installed new front rotors and brake pads and replaced the battery to prepare this vehicle for saleHad the check engine light been on, our technician would have been obligated to make a note on the Repair Order and fix the problemI have included the Repair Orders for this vehicle in this letterThe customer demanded that MrHaag have the dealership fix the vehicle at no charge to himMrHaag stood firm that the vehicle was purchased As Is- No Warranty and we would not be paying to fix the vehicleHe stated that it is a year old vehicle with 178,miles and that the customer shouldn't expect to think it is perfectThe customer became belligerent with MrHaag who then became non complacent with the customer throughout the remainder of the phone conversationPlease contact me directly at *** ** *** if you have questions or would like clarity on any of the information that I have providedSincerely,
*** ***
Customer Care Specialist Jerry Haag Motors, Inc
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Jason Gusta
I dont believe my information was read at allI spent many hours trying to compile all available data and put it all together, but I will try to the best of my abilities to be more thoroughMAJOR INFO AT BOTTOM OF STATEMENT
Question 1.* Has the company addressed the issues of this dispute? I am not a lawyer by any means so I am going to assume this question means has the company talked to me about returning the carThat answer is yesWithout confusing matter with all the other issues I will go to the very very beginningI bought on Feb 18th 2015, a wednesdayHigh temperature was between high of degrees but wind chill made it 2-I believe.
Wednesday 18th night before being towed home, called dealer, closedThursday 19th, mid-day called dealer, was told *** was in training seminarFriday 20th, noon, called dealer was told *** just leftNote-All these calls were IN the day mile warranty to give vehicle back, no ifs ands or buts about it...........................Every single other thing is due to what happened when I finally got to speak to *** on MondayMonday 23rd , called dealer and said I was interested in a vehicle and was speaking to a ***I was put on hold and *** answeredI said you are a tough man to get a hold of and he laughedI let him know that I had to tow home cause vehicle wouldn't go forward on a flat plowed surface. *** replied that sucksI said at that exact time is there anything you are going to do for me or am I just going to return vehicle back to youHe replied you looked at the tires when it was here and you had days miles to bring it backI replied I live almost miles awayHe said sorry but there was nothing that could be doneI explained I called each day so far and was unable to reach him and he said he knewNow this upset me a great deal because instantly I believe they purposely tried to not talk to me until after the days were upI said something to the extent of I guess this is what getting ripped off feels like and he hung upAgain I am not going to go into the other issues just response to question right nowLate march- Recd voicemail from *** *** stating he will not take vehicle back and sunroof(again not talking about) could be looked atAlso cussed at meAll this in my original postMid April- ** called said the dealership would look at sunroof, I explained again I wasnt interested in anything looked at, only interested in getting money back or them give me different vehicle.
Side Note March after finding out dealer lied and vehicle was wrecked wife called dealershipShe got cussed out and was told I dare Jason to bring that car here and see what happens*also in original complaint a fuller versionApril17th, ** called said dealer would not be talking about matter anymore, ** may do buyback.
April 19th ** called said they wanted to help but could not do a buyback unless something was tried to fix timesI stated mile day warranty and she directed me to find legal representationQuestion 2.* If not, why? Said I waited past day mile guaranteeQuestion 3 * Has the company met the agreement they outlined in their response? This may be more lengthy to answerI will go thru their reply one part at a time
Paragraph summary I looked over vehicle and requested vehicle on a "hoist" and was happy when leaving I work as a service advisor at ***, previously mechanic same place with ASE certificationsI will NEVER buy a vehicle without being able to shake a vehicle down on a "lift" I got to dealership at noonI had to wait until 5pm for them to put it on a drive up rampI said this is not going to help me I want to shake vehicle downAll I was able to do was look under vehicle for rust, which there was noneAnd again they stated I had ample time to look vehicle over and this and that, it was degrees with wind chill, I wanted to be outside like *** *** wants to go on a dietI sat at *** desk for multiple hoursI will agree with one thing, upon leaving I was happy, I thought I got my dream carParagraph summary talks about wheels and ME calling dealership BEFORE day period was up This is where stuff starts to get a bit fishy so I will go thru very precisely 1st sentence says customer called next day and salesman was off This would be my call number where I was told salesman is in a training seminar...completely different from what they say to you 2nd sentence says salesman called me and talks about wheels/ I NEVER revieved any call from ***I had to pretend I wanted to buy a car and asked for him , for him to answer phone on MONDAY, not the next dayI never asked for them to purchase tires from me, I asked if they were going to do anything for me and response I got was you looked at the tires , you knew what you were gettingMy response was well in that case I want to return this vehicle to youTo which I got response of you passed day mile period in which you could do thatAgain more detail in original and on question about this call3rd sentence and 4th sentence summary sports vehicle cant drive in snow I live in ohio This seems to be a bullet point they are trying to make here, they have said it multiple placesOne little problemThe vehicle I traded in*** *** ** rear wheel drive SPORTS CARI drove as DAILY DRIVER even in blizzardsTheir statement on this is completely and factlessWith the correct tires anything can be driven in all seasons5th and last sentence 2nd paragraph summary they said they would trade in I declined and didnt hear from until late March This is another non-truth that was never said to meExact words from *** on that Monday were "You looked at the tires when you were here there is nothing we can do" and thats when I asked to give vehicle back they said day miles, and I said I guess this is what getting ripped off feels like and he hung up on meAnd I have said this exact thing in every message to you , on reviews , everywhere Never once did they offer anything about wheels or tiresAs for March....At this time I feel I have no choice, there is nothing I can do so vehicle sat in driveway for a month before I decided to get wheels and tires for it so I could driveSince I gave every last penny to buy vehicle it took a while to get it together along with father in law loaning me dollars to help get them
font-size: 12.8000001907349px; font-family: arial, sans-serif;">Please accept our attached letter and supporting documents as our response to the customer complaint assigned as ID [redacted].
Please contact me with any questions you may have.
This letter is in response to customer concern *** about a Lexus RX purchased on February 6, The vehicle was sold at a negotiated price of $5,
plus tax, title and feesIt was clearly marked as an "As Warranty" pre-owned vehicleThe customer was aware of this and signed a Buyer's Guide stating this as suchI have included that form with this letterA few days later, the customer contacted the salesperson to inform him that his Check Engine light was onThe salesperson reminded him that he purchased the vehicle As Is- No Warranty, but that we could scan the code for him free of chargeThe customer agreed and brought the vehicle into the service departmentOne of our service advisors plugged in a hand held scanner and performed a scan of the systemThe results showed a malfunctioning sensorThe service advisor explained to the customer that this indicated an issue with the heater and posed no danger to drivingHe then offered to make the customer an appointment to have the problem properly diagnosed by a certified technicianThe code was cleared and the customer was told he could call if the problem reoccurredThe customer did not make an appointmentThe next day, the customer called in and asked to speak with the owner, Steve HaagThe customer accused the dealership of clearing the code and hiding a problem with the vehicle prior to the saleMrHaag informed the customer that we properly service all pre-owned vehicles and this one was no exceptionWe changed the oil, installed new front rotors and brake pads and replaced the battery to prepare this vehicle for saleHad the check engine light been on, our technician would have been obligated to make a note on the Repair Order and fix the problemI have included the Repair Orders for this vehicle in this letterThe customer demanded that MrHaag have the dealership fix the vehicle at no charge to himMrHaag stood firm that the vehicle was purchased As Is- No Warranty and we would not be paying to fix the vehicleHe stated that it is a year old vehicle with 178,miles and that the customer shouldn't expect to think it is perfectThe customer became belligerent with MrHaag who then became non complacent with the customer throughout the remainder of the phone conversationPlease contact me directly at *** ** *** if you have questions or would like clarity on any of the information that I have providedSincerely,
*** ***
Customer Care Specialist Jerry Haag Motors, Inc
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Jason Gusta
I dont believe my information was read at allI spent many hours trying to compile all available data and put it all together, but I will try to the best of my abilities to be more thoroughMAJOR INFO AT BOTTOM OF STATEMENT
Question 1.* Has the company addressed the issues of this dispute? I am not a lawyer by any means so I am going to assume this question means has the company talked to me about returning the carThat answer is yesWithout confusing matter with all the other issues I will go to the very very beginningI bought on Feb 18th 2015, a wednesdayHigh temperature was between high of degrees but wind chill made it 2-I believe.
Wednesday 18th night before being towed home, called dealer, closedThursday 19th, mid-day called dealer, was told *** was in training seminarFriday 20th, noon, called dealer was told *** just leftNote-All these calls were IN the day mile warranty to give vehicle back, no ifs ands or buts about it...........................Every single other thing is due to what happened when I finally got to speak to *** on MondayMonday 23rd , called dealer and said I was interested in a vehicle and was speaking to a ***I was put on hold and *** answeredI said you are a tough man to get a hold of and he laughedI let him know that I had to tow home cause vehicle wouldn't go forward on a flat plowed surface. *** replied that sucksI said at that exact time is there anything you are going to do for me or am I just going to return vehicle back to youHe replied you looked at the tires when it was here and you had days miles to bring it backI replied I live almost miles awayHe said sorry but there was nothing that could be doneI explained I called each day so far and was unable to reach him and he said he knewNow this upset me a great deal because instantly I believe they purposely tried to not talk to me until after the days were upI said something to the extent of I guess this is what getting ripped off feels like and he hung upAgain I am not going to go into the other issues just response to question right nowLate march- Recd voicemail from *** *** stating he will not take vehicle back and sunroof(again not talking about) could be looked atAlso cussed at meAll this in my original postMid April- ** called said the dealership would look at sunroof, I explained again I wasnt interested in anything looked at, only interested in getting money back or them give me different vehicle.
Side Note March after finding out dealer lied and vehicle was wrecked wife called dealershipShe got cussed out and was told I dare Jason to bring that car here and see what happens*also in original complaint a fuller versionApril17th, ** called said dealer would not be talking about matter anymore, ** may do buyback.
April 19th ** called said they wanted to help but could not do a buyback unless something was tried to fix timesI stated mile day warranty and she directed me to find legal representationQuestion 2.* If not, why? Said I waited past day mile guaranteeQuestion 3 * Has the company met the agreement they outlined in their response? This may be more lengthy to answerI will go thru their reply one part at a time
Paragraph summary I looked over vehicle and requested vehicle on a "hoist" and was happy when leaving I work as a service advisor at ***, previously mechanic same place with ASE certificationsI will NEVER buy a vehicle without being able to shake a vehicle down on a "lift" I got to dealership at noonI had to wait until 5pm for them to put it on a drive up rampI said this is not going to help me I want to shake vehicle downAll I was able to do was look under vehicle for rust, which there was noneAnd again they stated I had ample time to look vehicle over and this and that, it was degrees with wind chill, I wanted to be outside like *** *** wants to go on a dietI sat at *** desk for multiple hoursI will agree with one thing, upon leaving I was happy, I thought I got my dream carParagraph summary talks about wheels and ME calling dealership BEFORE day period was up This is where stuff starts to get a bit fishy so I will go thru very precisely 1st sentence says customer called next day and salesman was off This would be my call number where I was told salesman is in a training seminar...completely different from what they say to you 2nd sentence says salesman called me and talks about wheels/ I NEVER revieved any call from ***I had to pretend I wanted to buy a car and asked for him , for him to answer phone on MONDAY, not the next dayI never asked for them to purchase tires from me, I asked if they were going to do anything for me and response I got was you looked at the tires , you knew what you were gettingMy response was well in that case I want to return this vehicle to youTo which I got response of you passed day mile period in which you could do thatAgain more detail in original and on question about this call3rd sentence and 4th sentence summary sports vehicle cant drive in snow I live in ohio This seems to be a bullet point they are trying to make here, they have said it multiple placesOne little problemThe vehicle I traded in*** *** ** rear wheel drive SPORTS CARI drove as DAILY DRIVER even in blizzardsTheir statement on this is completely and factlessWith the correct tires anything can be driven in all seasons5th and last sentence 2nd paragraph summary they said they would trade in I declined and didnt hear from until late March This is another non-truth that was never said to meExact words from *** on that Monday were "You looked at the tires when you were here there is nothing we can do" and thats when I asked to give vehicle back they said day miles, and I said I guess this is what getting ripped off feels like and he hung up on meAnd I have said this exact thing in every message to you , on reviews , everywhere Never once did they offer anything about wheels or tiresAs for March....At this time I feel I have no choice, there is nothing I can do so vehicle sat in driveway for a month before I decided to get wheels and tires for it so I could driveSince I gave every last penny to buy vehicle it took a while to get it together along with father in law loaning me dollars to help get them
Dear Mr. [redacted]
font-size: 12.8000001907349px; font-family: arial, sans-serif;">Please accept our attached letter and supporting documents as our response to the customer complaint assigned as ID [redacted].
Please contact me with any questions you may have.
Sincerely,
[redacted] Motors
Hillsboro, OH
(937) 393-1981
(800) 443-1981
[redacted]
www.jerryhaa**otors.com