[redacted],
First and foremost, I apologize for your inconvenience.
All of our work is guaranteed. We will certainly address any areas of concern that were part of our repairs and make any necessary repairs free of charge to you. We will provide you with alternate transportation if we need to keep the vehicle to accomplish these repairs.
While I disagree with your statement "We work at our own pace", in the interest of keeping an open mind, what discount do you think is justified keeping in mind that we went to considerable expense to provide Free alternate transportation for much of this repair.
I look forward to hearing from you soon.
Sincerely,
Kevin F[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I corresponded with Ralph P[redacted] last night to confirm the following items:-This includes 6,000, 12,000, and 18,000 mile services which will be noted for the service department.-This includes a cargo cover which will be ordered directly by the dealer. Regards,
[redacted]
Dear [redacted],
After researching [redacted]’s concern regarding the rental expense (November of 2014), we have found, that [redacted] is correct and he is due a $735.00 refund.
Despite the local [redacted] office insisting that our dealership paid the total $770.00, our accounting office and the...
[redacted] Corporate headquarters do not show a payment from us for that amount. Instead they both confirmed that we were invoiced for and paid $35.00
We will work with [redacted] to issue a credit to [redacted]’s credit card in the amount of $735.00 ASAP.
We apologize for this error. Regardless of who caused the error, it is ultimately our responsibility to get this resolved. As our investigation uncovered, we were given bad information that we relied upon. Additionally, we have had a standing policy with [redacted] that they are not permitted to charge our customers without our consent to make sure they do not harm our relationships. We will address this with them as well to help thwart this from occurring to any other customer.
Thank you for bringing this to my attention.
Respectfully,
Kevin *. F[redacted]
President
Farrish of Fairfax, Inc.
[redacted], I have received your complaint to the Revdex.com, as well as your Yelp review and e-mail below. I wanted to address your concerns regarding the trade in process. It is my understanding from you and Sam Ramadan, [redacted] Sales Manager, that [redacted] Blue Book (KBB) was used...
to justify the trade in value of your vehicle. Sam explained the first figure that he presented was with the wrong package checked, once this was found out an additional package was added and the value was increased. According to the attachments the KBB value for your vehicle is $8,088. The fair value could be in question due to the fact your vehicle had been in an accident according to Carfax. Ultimately KBB and other tools are just guides, and the final decision was yours to whether you would accept the figure we offered, as it was our decision to accept the offer from you on the purchase of your new [redacted] which was purchased for $2,041 under the Manufacture Suggested Retail Price (MSRP). The value you negotiated was $8,000 and seems to be in line with the documentation you have provided as well as others sources I reviewed. With this all being said I want you to be happy with your purchase and will extend the offer of two oil changes above the oil change you have already revived on September 9th, 2016, as well as a cargo cover for your Outback. If you find this acceptable please let me know and I will put notes in our system so our team knows you are owed these items. Sincerely, Ralph P[redacted]
Both Farrish and [redacted] are working with Mr. [redacted] to either repair his vehicle or work out an exchange. Mr. [redacted] has an appointment with Farrish [redacted] this Thursday to drive a new 2017 [redacted]. Ultimately [redacted] of America will be responsible for making the decision to exchange Mr....
[redacted]'s vehicle. Mr. [redacted] is aware of this, and is the one who informed me of his appointment this Thursday. Please let me know if you have any questions or concerns.Ralph P[redacted]General Manager
Thank you for the opportunity to respond. Here are the facts: On 7/14/16 we performed safety recall [redacted] ( Occupant restraint module) and complimentary 23 Pt vehicle inspection. Customer’s vehicle VIN#[redacted] arrived with 139,513 miles and check engine light was illuminated....
Vehicle had never been serviced by us. Tech found 4 trouble codes present and customer declined to have diagnosis completed. We have no documentation or knowledge of the maintenance history on this vehicle and the driving habits of the vehicle owner before or after the 7/14/16 dealership visit. All we can report is that we didn’t do any mechanical repair that involved the engine, cooling system or Transmission. Performing a complimentary inspection of the vehicle consists of a visual inspection. Customer was offered the opportunity to bring the vehicle to our dealership to evaluate cause of engine failure. Customer declined. In conclusion, while unfortunate that the customer had a problem with their vehicle, trying to place blame on our dealership based on our free inspection is outrageous and reaching.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We did 2 repairs for this customer. The first one under warranty. The second with over 107,000 miles that required that we contact [redacted] and attempt to get this repair covered on an after warranty/goodwill basis. We were able to get [redacted] to authorize the repair and if the customer paid a very modest deductible, the repair would come with a warranty.
The repair was completed as timely as possible (had difficulty getting the necessary parts) which were out of our control.
The customer requested assistance for the rental expense she incurred during the second repair.
We discussed the series of events and how [redacted] already spent a considerable amount of money as a good will gesture etc. but the customer wanted us to try and get any portion covered. We reached out to [redacted] again sighting the parts delays, the agreed to cover $350 of the rental expense. [redacted] will mail a check directly to the customer within the next 2-3 weeks.
It is my understanding that the customer is very appreciative of our efforts and moreover thrilled that [redacted] went above and beyond for her. I believe this matter has been completely satisfied and would be candidly surprised if you find anything to the contrary.
We are thankful that the Revdex.com process gave us an opportunity to identify an area of disconnect between our customer and our dealership that permitted us to get involved and get it resolved.
Respectfully,
Kevin F[redacted]
President
Farrish of Fairfax, Inc.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I strongly believe that the mechanic / mechanics didn't know what they were doing when they tried to replace bulb that I purchased.I think at this point I need to contact Attorney General office in Va. Consumer Affairs, and also seek legal advice.
Regards,
[redacted]
Customer has never supplied us with any information from an independent 3rd party to support their claim. Had they contacted us directly instead of going through the Revdex.com, we would have first gathered all facts before rendering a decision. We are clearly having a miscommunication between us and therefore would like to start over and request all supporting documentation so we can re-look at this before rending a final decision. This information should include: At least the prior 2 servicing invoices prior to our RO showing the proper maintenance was performed on the vehicle, and most importantly, the repair estimate or final invoice if they had the work performed showing the findings which the customer is relying upon to determine fault by our company. Thank you.
I spoke with [redacted] on Tuesday the 12th of September. I apologized that she had so much trouble in receiving her $150 credit from Farrish Subaru. I assured her that I would immediately send her a cash refund of $150, the check went out that evening. I apologized for any inconvienance...
this has caused her. She seemed happy that she would be receiving a cash refund.If you have any additional questions please let me know.Thanks,Ralph P[redacted]General Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because [redacted] needs to resolve the matter in the form of a refund.
Regards,
[redacted]
I contacted [redacted] because I couldn't find any of his contact info in our 2 computer systems we use to contact our customers. We agreed that I would email him at the email address he used in his communication to Revdex.com so he could easily forward any emails he is getting from our company to...
aide me in researching the problem and getting it resolved quickly and efficiently for him. This reply is only an update and not a conclusion until it is resolved. I will re-respond when I'm comfortable that I have found and addressed his concern. We also left it that [redacted] will retain my contact info should this ever happen again in the future.Thank you for the opportunity to resolve concerns like this that we otherwise were not aware of. Incidentally, we intentionally put our management team's contact info on our website to make it easy for customers to reach us should they ever need.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: There is no information to respond...
The transaction was completed but I disagree that Farrish had no relationship to this issue. They did not perform repairs originally on the doors in a neat and workmanship like manner, which was the main reason [redacted] decided to work out an exchange. I do appreciate that the process is completed and we can move onward.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] ([redacted]) [redacted]
[redacted], Thanks for taking my call today. I apologize for the lack of response by my team. Attached is your PA registration. Your vehicle has also been certified in Chrysler’s System. Please let me know if you need any assistance in the future. Sincerely, Ralph P[redacted] General...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Please contact me or provide contact information so paperwork can be provided to you. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[redacted] had a 2015 [redacted] we were working with him to repair. He indicated that he was having to pay for this repair personally and therefore asked that we obtain used parts to keep the cost down. Due to the year of the vehicle, it was extremely difficult to obtain all necessary parts in a...
timely manner. Recognizing this, we supplied [redacted] with a loaner vehicle at our expense. [redacted]'s vehicle was ready for pick up 5/27. He couldn't make it that evening and picked up his vehicle on 5/28/15. Every effort was made to take care of [redacted]. If for any reason, [redacted] would like to discuss this matter further, I can be reached at [redacted]. We certainly believe we acted in his best interest based on the information reviewed with me, however, the purpose of this process is to confirm that we are all in agreement.
Respectfully,
Kevin F[redacted]
President
Farrish of Fairfax, Inc.
DBA; Fairfax Auto Body/Farrish Collision
[redacted],
First and foremost, I apologize for your inconvenience.
All of our work is guaranteed. We will certainly address any areas of concern that were part of our repairs and make any necessary repairs free of charge to you. We will provide you with alternate transportation if we need to keep the vehicle to accomplish these repairs.
While I disagree with your statement "We work at our own pace", in the interest of keeping an open mind, what discount do you think is justified keeping in mind that we went to considerable expense to provide Free alternate transportation for much of this repair.
I look forward to hearing from you soon.
Sincerely,
Kevin F[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I corresponded with Ralph P[redacted] last night to confirm the following items:-This includes 6,000, 12,000, and 18,000 mile services which will be noted for the service department.-This includes a cargo cover which will be ordered directly by the dealer. Regards,
[redacted]
Dear [redacted],
After researching [redacted]’s concern regarding the rental expense (November of 2014), we have found, that [redacted] is correct and he is due a $735.00 refund.
Despite the local [redacted] office insisting that our dealership paid the total $770.00, our accounting office and the...
[redacted] Corporate headquarters do not show a payment from us for that amount. Instead they both confirmed that we were invoiced for and paid $35.00
We will work with [redacted] to issue a credit to [redacted]’s credit card in the amount of $735.00 ASAP.
We apologize for this error. Regardless of who caused the error, it is ultimately our responsibility to get this resolved. As our investigation uncovered, we were given bad information that we relied upon. Additionally, we have had a standing policy with [redacted] that they are not permitted to charge our customers without our consent to make sure they do not harm our relationships. We will address this with them as well to help thwart this from occurring to any other customer.
Thank you for bringing this to my attention.
Respectfully,
Kevin *. F[redacted]
President
Farrish of Fairfax, Inc.
[redacted], I have received your complaint to the Revdex.com, as well as your Yelp review and e-mail below. I wanted to address your concerns regarding the trade in process. It is my understanding from you and Sam Ramadan, [redacted] Sales Manager, that [redacted] Blue Book (KBB) was used...
to justify the trade in value of your vehicle. Sam explained the first figure that he presented was with the wrong package checked, once this was found out an additional package was added and the value was increased. According to the attachments the KBB value for your vehicle is $8,088. The fair value could be in question due to the fact your vehicle had been in an accident according to Carfax. Ultimately KBB and other tools are just guides, and the final decision was yours to whether you would accept the figure we offered, as it was our decision to accept the offer from you on the purchase of your new [redacted] which was purchased for $2,041 under the Manufacture Suggested Retail Price (MSRP). The value you negotiated was $8,000 and seems to be in line with the documentation you have provided as well as others sources I reviewed. With this all being said I want you to be happy with your purchase and will extend the offer of two oil changes above the oil change you have already revived on September 9th, 2016, as well as a cargo cover for your Outback. If you find this acceptable please let me know and I will put notes in our system so our team knows you are owed these items. Sincerely, Ralph P[redacted]
Both Farrish and [redacted] are working with Mr. [redacted] to either repair his vehicle or work out an exchange. Mr. [redacted] has an appointment with Farrish [redacted] this Thursday to drive a new 2017 [redacted]. Ultimately [redacted] of America will be responsible for making the decision to exchange Mr....
[redacted]'s vehicle. Mr. [redacted] is aware of this, and is the one who informed me of his appointment this Thursday. Please let me know if you have any questions or concerns.Ralph P[redacted]General Manager
Thank you for the opportunity to respond. Here are the facts: On 7/14/16 we performed safety recall [redacted] ( Occupant restraint module) and complimentary 23 Pt vehicle inspection. Customer’s vehicle VIN#[redacted] arrived with 139,513 miles and check engine light was illuminated....
Vehicle had never been serviced by us. Tech found 4 trouble codes present and customer declined to have diagnosis completed. We have no documentation or knowledge of the maintenance history on this vehicle and the driving habits of the vehicle owner before or after the 7/14/16 dealership visit. All we can report is that we didn’t do any mechanical repair that involved the engine, cooling system or Transmission. Performing a complimentary inspection of the vehicle consists of a visual inspection. Customer was offered the opportunity to bring the vehicle to our dealership to evaluate cause of engine failure. Customer declined. In conclusion, while unfortunate that the customer had a problem with their vehicle, trying to place blame on our dealership based on our free inspection is outrageous and reaching.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We did 2 repairs for this customer. The first one under warranty. The second with over 107,000 miles that required that we contact [redacted] and attempt to get this repair covered on an after warranty/goodwill basis. We were able to get [redacted] to authorize the repair and if the customer paid a very modest deductible, the repair would come with a warranty.
The repair was completed as timely as possible (had difficulty getting the necessary parts) which were out of our control.
The customer requested assistance for the rental expense she incurred during the second repair.
We discussed the series of events and how [redacted] already spent a considerable amount of money as a good will gesture etc. but the customer wanted us to try and get any portion covered. We reached out to [redacted] again sighting the parts delays, the agreed to cover $350 of the rental expense. [redacted] will mail a check directly to the customer within the next 2-3 weeks.
It is my understanding that the customer is very appreciative of our efforts and moreover thrilled that [redacted] went above and beyond for her. I believe this matter has been completely satisfied and would be candidly surprised if you find anything to the contrary.
We are thankful that the Revdex.com process gave us an opportunity to identify an area of disconnect between our customer and our dealership that permitted us to get involved and get it resolved.
Respectfully,
Kevin F[redacted]
President
Farrish of Fairfax, Inc.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I strongly believe that the mechanic / mechanics didn't know what they were doing when they tried to replace bulb that I purchased.I think at this point I need to contact Attorney General office in Va. Consumer Affairs, and also seek legal advice.
Regards,
[redacted]
Customer has never supplied us with any information from an independent 3rd party to support their claim. Had they contacted us directly instead of going through the Revdex.com, we would have first gathered all facts before rendering a decision. We are clearly having a miscommunication between us and therefore would like to start over and request all supporting documentation so we can re-look at this before rending a final decision. This information should include: At least the prior 2 servicing invoices prior to our RO showing the proper maintenance was performed on the vehicle, and most importantly, the repair estimate or final invoice if they had the work performed showing the findings which the customer is relying upon to determine fault by our company. Thank you.
I spoke with [redacted] on Tuesday the 12th of September. I apologized that she had so much trouble in receiving her $150 credit from Farrish Subaru. I assured her that I would immediately send her a cash refund of $150, the check went out that evening. I apologized for any inconvienance...
this has caused her. She seemed happy that she would be receiving a cash refund.If you have any additional questions please let me know.Thanks,Ralph P[redacted]General Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because [redacted] needs to resolve the matter in the form of a refund.
Regards,
[redacted]
I contacted [redacted] because I couldn't find any of his contact info in our 2 computer systems we use to contact our customers. We agreed that I would email him at the email address he used in his communication to Revdex.com so he could easily forward any emails he is getting from our company to...
aide me in researching the problem and getting it resolved quickly and efficiently for him. This reply is only an update and not a conclusion until it is resolved. I will re-respond when I'm comfortable that I have found and addressed his concern. We also left it that [redacted] will retain my contact info should this ever happen again in the future.Thank you for the opportunity to resolve concerns like this that we otherwise were not aware of. Incidentally, we intentionally put our management team's contact info on our website to make it easy for customers to reach us should they ever need.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: There is no information to respond...
to.
Regards,
[redacted]
The transaction was completed but I disagree that Farrish had no relationship to this issue. They did not perform repairs originally on the doors in a neat and workmanship like manner, which was the main reason [redacted] decided to work out an exchange. I do appreciate that the process is completed and we can move onward.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] ([redacted]) [redacted]
[redacted], Thanks for taking my call today. I apologize for the lack of response by my team. Attached is your PA registration. Your vehicle has also been certified in Chrysler’s System. Please let me know if you need any assistance in the future. Sincerely, Ralph P[redacted] General...
Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Please contact me or provide contact information so paperwork can be provided to you. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[redacted] had a 2015 [redacted] we were working with him to repair. He indicated that he was having to pay for this repair personally and therefore asked that we obtain used parts to keep the cost down. Due to the year of the vehicle, it was extremely difficult to obtain all necessary parts in a...
timely manner. Recognizing this, we supplied [redacted] with a loaner vehicle at our expense. [redacted]'s vehicle was ready for pick up 5/27. He couldn't make it that evening and picked up his vehicle on 5/28/15. Every effort was made to take care of [redacted]. If for any reason, [redacted] would like to discuss this matter further, I can be reached at [redacted]. We certainly believe we acted in his best interest based on the information reviewed with me, however, the purpose of this process is to confirm that we are all in agreement.
Respectfully,
Kevin F[redacted]
President
Farrish of Fairfax, Inc.
DBA; Fairfax Auto Body/Farrish Collision