To the Revdex.com handler - This customer owes us a significant amount of money, money they have received from the insurance company (we have proof) and not paid us. The only resolution I see is if they pay us in full promptly. Please call me at ###-###-#### to discuss, I do not wish to go back and forth with this customer anymore. Warm regards,Joe B[redacted]
Mr. [redacted] did contact me to me there was damage to his vehicle, I took over communications because admittedly the follow up by the salespeople was lacking. He brought it in and we fixed it. Mr. [redacted] said it was ok and took it home. At this point I had offered to make his first...
payment due to the hassle we had caused him. However, he did not answer whether or not he would accept it. Next I get a letter in the mail with a list of demands, wanting more money and for us to fix the vehicle again (he also contacted Honda to record a complaint). I told him I would re-do the work again but this time I would have a Honda representative there as a third party to assess our work. Our body shop performed the work again and the Honda rep gave his approval, I offered an amount of $831.58 to cover his first payment and gas. Mr. [redacted] was still not satisfied. Lastly I see nowhere in the paperwork or deal stating he is owed a Platinum card. He should have been sent a Gold card and if he has not received that I will make sure he gets it. I will stand by my offer of $831.58 back to Mr. [redacted] with a signed release form.
The customer has some special needs when it comes to financing a vehicle. We work with a lender who will finance almost anyone as long as it fits their lending criteria including down payment. They have a calculation they use to make sure they're in a good financial position on the loan in case they...
have to repossess the vehicle for non payment. I personally feel that we could have done a better job of communicating with the Customer but when the Customer called back in and spoke to me I made sure that our Special Finance Manager called the Customer to go over his options. Our Special Finance Manager informed the Customer that it would take a minimum of $1,500 plus his trade to meet the Lenders requirements. It is not or policy to hold a pre-owned vehicles with or without a deposit.
Dear valued customer,We are very sorry you are upset
with the transaction. The $350 fee you are referencing was never charged to
you. It is only charged if the vehicle is turned back in to the lender, in this
case the vehicle was not, it was traded in. Hence you were never charged the
fee. ...
Regarding the Fidelity plan, it
clearly states in the paperwork you signed, you were
charged for the package. If you do not want the package anymore we would be
happy to cancel it and refund the $495 back to you. Once again we are very
sorry for any ill will this has caused you.
I am rejecting this response because: this is incorrect- upon entering the parking lot [redacted] approached us saying "let's get your vehicle back as I know you are pressed for time." Pointed out areas that lower its value and ushered us into the building. He got our information then took us to the playroom for the kids. Not once were we offered a test drive. We waited in the play room for THREE HOURS. That would have been plenty of time to see the vehicle but we rarely saw [redacted] within that three hours. We never refused to take a test drive or to look at the vehicle and once we did see the vehicle it was dark outside. He kept popping in saying "trying to hurry for you guys, be with you as soon as I can" then would walk away again. We then I formed [redacted] that we cancelled the plans we had this opening up our time frame and no longer needing things to be rushed- which we told [redacted]- that we cancelled the plans and now had time. We still were never offered a test drive and never refused one either. We got up to leave when he told us he could not get the price down where we needed it and he asked us to wait while he got his manager. They both then said "what's it going to take for you to buy this car." When we reinforced the price we need they again disappeared. I was told by the used sales manager that "I know the prev owner personally and when you see this car you will see how meticulous he is with the maintenance of his vehicles. He is like a second father to me, I know him well." Giving us the impression the vehicle was in good shape.
To whom it may concern, This is
concerning [redacted] ID # [redacted]. Mr. [redacted] alleges that we were
incompetent with helping him obtain his paperwork in a timely manner. He states that he...
requests reimbursement for
the time it took for the paperwork to be mailed. We have mailed Mr. [redacted]’s
paperwork to him three different times at multiple addresses. Also he was given copies of his paperwork at
the time of delivery. In respect to the messages we were left, we always make
sure to promptly reply to any messages being left for us regarding customer
concerns. It is not always possible to respond immediately but we will at our
earliest possibility. We received many calls from Mr. [redacted] and called back
many times. We have gone above and beyond with trying to please Mr. [redacted] so
much as, giving him gas cards for his time and mileage, we resigned his
paperwork and brought it to him, because he told us he qualified for a rate in
which he did not. We have tried to settle this dispute but unfortunately we
have been met by slight hostility in the matter when we have approached Mr.
[redacted]. We do not feel as if we owe Mr. [redacted] further compensation as we have
already compensated him with a gas card, and since most of the issues have been
directly related to the fact that Mr. [redacted] has given us improper information
(causing us to resign his paperwork) and also switching addresses without
informing us of the change so we could mail the paperwork to the appropriate
address.Please feel free to contact me with any further questions in
regard to this matter.[redacted]Lead Finance Manager
We are truly sorry for your experience and the way you feel. In an effort to repair the damage that this experience has caused you, we would like to reimburse you the $375.89. To this end, we would ask that you furnish a receipt of work performed and a signed release form for our records. Thank...
I am rejecting this response because: check your records! You would have given the previous owner less for his trade due to the damage!! Check your security cameras and you will see that [redacted] brought us STRAIGHT INTO THE BUILDING AND NEVER ONCE SHOWED US THIS VEHICLE! We spent 3 + hours there and informed him that we no longer had time constraints and he still refused us a test drive! Every response we got from him was "what's it going to take for you to buy this!" His account of the events is a lie to cover the fact that he NEVER OFFERED US A TEST drive or showed us the vehicle. He told us there was no need until we "could see if we could get the numbers to work" when we decided we were fed up and wanted to leave WITHOUT PURCHASING A CAR he said "let me get my manager" while [redacted] had OUR keys the entire time.
I am very sorry you are unhappy with your experience with us, we would be happy to try to order you one. That way it will arrive with very little mileage. Please let me know and I will order one for you at the next availability.
John Hinderer Honda had my car a full week to get the best job done and failed, and I was told by the service manager Fred C[redacted] that when I picked it up that if I wasn't happy with the tint job bring it back in 2 weeks, upon doing the job I pointed out damage done to my vehicle while doing this, now parts were ordered and additional parts were ordered because of this.I asked for a partial refund and was told, oh no by Fred C[redacted] he had to make his money for the job. How's that possible if the tint is going to have to be redone, and fix additional damages done to the car. I would like to have the tint redone if John Hinderer tech isn't capable then have the car taken to a window tint specialist and let them do the job correctly no charges to me.
I am rejecting this response because:
Regards,
[redacted]
We will stand by our offer of $831.58 back to the customer with a signed release form, and we will also include the Platinum Card that the customer states they were promised. We do acknowledge the situation could have been handled better and we do appologize. We feel that the vehicle has been properly repaired and verified by a third party, and that the monetary funds we have offered is fair compensation. We also find no where in the paperwork where we promised the Platinum Card to the customer, however we are prepared to give the customer one.
This is the chain of events that took place with this
customer-The customer
put in a lead and we followed our normal sales process of sending out an
initial email then following up with a call. After no
answer to the call we continue to follow up with call/emails to get a response
from the...
customer and their interests. They responded the next day VIA email
asking for a price quote on an Odyssey EX-L. The assigned internet sales
manager got clarification on the trim level to ensure we responded with
accurate information. This
customer was quoted a price then continued to negotiate VIA email. We
eventually came to an agreement on the pricing. He wanted to know the colors we
have. We told the customer and went on to explain that if we don’t have the
exact color trim combination they want, we can do a dealer locate to get what
they want while having the opportunity to earn their business. He asked of
the details of a dealer locate and we discussed that there was no additional
cost. The customer came into the dealership on the 17th of September
to get an appraisal on their vehicle and place a deposit down. There
was no mention of mileage restriction during these emails/conversations. In our locate process we send drivers to
pick up the vehicle we traded to get it and it is part of our NORMAL process. We started
the locating process with a small $500 deposit and kept the customer updated on
the process the whole time; again with no mention of any minimum mileage
requirements. It is VERY rare that
we flatbed tow a vehicle in due to the additional costs that have to be worked
in to the deal as well as the extra liabilities we take on with possible damage
taken on during the loading process.We informed
the customer we located the vehicle of their choice and set up a time for them
to essentially come in to take delivery of it being that all of the details
were worked out it was simply a matter of signing paperwork and taking
ownership of the vehicle. When the
customer arrived there was no mention of the mileage yet again, even though the
customer did a full walk around and overview of the vehicle with our sales
representative before going to finance to finish the necessary paperwork. When in
finance he customer saw the mileage in writing they finally made mention of the
mileage and stated they didn’t want the vehicle due to the miles accumulated
during the transport of the located vehicle.We explained
the process and thought we were very clear and also stated that we were unaware
that there was a specific mileage requirement as it was never discussed. The
customer claimed that Jason stated it would be “coming off of a truck” and a
statement like this is unheard of when referring to a dealer located vehicle as
we know ahead of time there will be mileage on it.We wouldn’t
have offered this service let alone followed through with it if we had known
there was such a strict mileage request from the customer. Respectfully,
We put all of the vehicles that we sell through a safety inspection. The customer purchased this vehicle over 4 and a half months ago As-Is. The vehicle is more than twelve years old with over 100,000 miles. If the customer is willing, we are open to discussing their...
The part that the Fiesta needs is on national back order. We have reached out to our local Ford dealership for help and they have put us at the top of the list when the part comes in. In the mean time, we have provided a 2015 Honda Accord for the customer to drive at no cost to her. We have...
tried to trade the customer out of the vehicle to no avail. We recognize that the situation is not ideal however we are doing the best we can to help the customer and make it right.
To the Revdex.com handler - This customer owes us a significant amount of money, money they have received from the insurance company (we have proof) and not paid us. The only resolution I see is if they pay us in full promptly. Please call me at ###-###-#### to discuss, I do not wish to go back and forth with this customer anymore. Warm regards,Joe B[redacted]
Mr. [redacted] did contact me to me there was damage to his vehicle, I took over communications because admittedly the follow up by the salespeople was lacking. He brought it in and we fixed it. Mr. [redacted] said it was ok and took it home. At this point I had offered to make his first...
payment due to the hassle we had caused him. However, he did not answer whether or not he would accept it. Next I get a letter in the mail with a list of demands, wanting more money and for us to fix the vehicle again (he also contacted Honda to record a complaint). I told him I would re-do the work again but this time I would have a Honda representative there as a third party to assess our work. Our body shop performed the work again and the Honda rep gave his approval, I offered an amount of $831.58 to cover his first payment and gas. Mr. [redacted] was still not satisfied. Lastly I see nowhere in the paperwork or deal stating he is owed a Platinum card. He should have been sent a Gold card and if he has not received that I will make sure he gets it. I will stand by my offer of $831.58 back to Mr. [redacted] with a signed release form.
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
The customer has some special needs when it comes to financing a vehicle. We work with a lender who will finance almost anyone as long as it fits their lending criteria including down payment. They have a calculation they use to make sure they're in a good financial position on the loan in case they...
have to repossess the vehicle for non payment. I personally feel that we could have done a better job of communicating with the Customer but when the Customer called back in and spoke to me I made sure that our Special Finance Manager called the Customer to go over his options. Our Special Finance Manager informed the Customer that it would take a minimum of $1,500 plus his trade to meet the Lenders requirements. It is not or policy to hold a pre-owned vehicles with or without a deposit.
Dear valued customer,We are very sorry you are upset
with the transaction. The $350 fee you are referencing was never charged to
you. It is only charged if the vehicle is turned back in to the lender, in this
case the vehicle was not, it was traded in. Hence you were never charged the
fee. ...
Regarding the Fidelity plan, it
clearly states in the paperwork you signed, you were
charged for the package. If you do not want the package anymore we would be
happy to cancel it and refund the $495 back to you. Once again we are very
sorry for any ill will this has caused you.
I am rejecting this response because: this is incorrect- upon entering the parking lot [redacted] approached us saying "let's get your vehicle back as I know you are pressed for time." Pointed out areas that lower its value and ushered us into the building. He got our information then took us to the playroom for the kids. Not once were we offered a test drive. We waited in the play room for THREE HOURS. That would have been plenty of time to see the vehicle but we rarely saw [redacted] within that three hours. We never refused to take a test drive or to look at the vehicle and once we did see the vehicle it was dark outside. He kept popping in saying "trying to hurry for you guys, be with you as soon as I can" then would walk away again. We then I formed [redacted] that we cancelled the plans we had this opening up our time frame and no longer needing things to be rushed- which we told [redacted]- that we cancelled the plans and now had time. We still were never offered a test drive and never refused one either. We got up to leave when he told us he could not get the price down where we needed it and he asked us to wait while he got his manager. They both then said "what's it going to take for you to buy this car." When we reinforced the price we need they again disappeared. I was told by the used sales manager that "I know the prev owner personally and when you see this car you will see how meticulous he is with the maintenance of his vehicles. He is like a second father to me, I know him well." Giving us the impression the vehicle was in good shape.
To whom it may concern, This is
concerning [redacted] ID # [redacted]. Mr. [redacted] alleges that we were
incompetent with helping him obtain his paperwork in a timely manner. He states that he...
requests reimbursement for
the time it took for the paperwork to be mailed. We have mailed Mr. [redacted]’s
paperwork to him three different times at multiple addresses. Also he was given copies of his paperwork at
the time of delivery. In respect to the messages we were left, we always make
sure to promptly reply to any messages being left for us regarding customer
concerns. It is not always possible to respond immediately but we will at our
earliest possibility. We received many calls from Mr. [redacted] and called back
many times. We have gone above and beyond with trying to please Mr. [redacted] so
much as, giving him gas cards for his time and mileage, we resigned his
paperwork and brought it to him, because he told us he qualified for a rate in
which he did not. We have tried to settle this dispute but unfortunately we
have been met by slight hostility in the matter when we have approached Mr.
[redacted]. We do not feel as if we owe Mr. [redacted] further compensation as we have
already compensated him with a gas card, and since most of the issues have been
directly related to the fact that Mr. [redacted] has given us improper information
(causing us to resign his paperwork) and also switching addresses without
informing us of the change so we could mail the paperwork to the appropriate
address.Please feel free to contact me with any further questions in
regard to this matter.[redacted]Lead Finance Manager
We are truly sorry for your experience and the way you feel. In an effort to repair the damage that this experience has caused you, we would like to reimburse you the $375.89. To this end, we would ask that you furnish a receipt of work performed and a signed release form for our records. Thank...
you for your consideration.
They claim to have given me a gas card that I never received. They did not compensate me at all.
I am rejecting this response because: check your records! You would have given the previous owner less for his trade due to the damage!! Check your security cameras and you will see that [redacted] brought us STRAIGHT INTO THE BUILDING AND NEVER ONCE SHOWED US THIS VEHICLE! We spent 3 + hours there and informed him that we no longer had time constraints and he still refused us a test drive! Every response we got from him was "what's it going to take for you to buy this!" His account of the events is a lie to cover the fact that he NEVER OFFERED US A TEST drive or showed us the vehicle. He told us there was no need until we "could see if we could get the numbers to work" when we decided we were fed up and wanted to leave WITHOUT PURCHASING A CAR he said "let me get my manager" while [redacted] had OUR keys the entire time.
I am very sorry you are unhappy with your experience with us, we would be happy to try to order you one. That way it will arrive with very little mileage. Please let me know and I will order one for you at the next availability.
John Hinderer Honda had my car a full week to get the best job done and failed, and I was told by the service manager Fred C[redacted] that when I picked it up that if I wasn't happy with the tint job bring it back in 2 weeks, upon doing the job I pointed out damage done to my vehicle while doing this, now parts were ordered and additional parts were ordered because of this.I asked for a partial refund and was told, oh no by Fred C[redacted] he had to make his money for the job. How's that possible if the tint is going to have to be redone, and fix additional damages done to the car. I would like to have the tint redone if John Hinderer tech isn't capable then have the car taken to a window tint specialist and let them do the job correctly no charges to me.
I am rejecting this response because:
Regards,
[redacted]
I reviewed the response made by the business in reference to complaint ID 12078249, and find the resolution is satisfactory to me.
Regards,
[redacted]
I do not accept the answer to the complaint and wish to utilize the mediation services.
We will stand by our offer of $831.58 back to the customer with a signed release form, and we will also include the Platinum Card that the customer states they were promised. We do acknowledge the situation could have been handled better and we do appologize. We feel that the vehicle has been properly repaired and verified by a third party, and that the monetary funds we have offered is fair compensation. We also find no where in the paperwork where we promised the Platinum Card to the customer, however we are prepared to give the customer one.
This is the chain of events that took place with this
customer-The customer
put in a lead and we followed our normal sales process of sending out an
initial email then following up with a call. After no
answer to the call we continue to follow up with call/emails to get a response
from the...
customer and their interests. They responded the next day VIA email
asking for a price quote on an Odyssey EX-L. The assigned internet sales
manager got clarification on the trim level to ensure we responded with
accurate information. This
customer was quoted a price then continued to negotiate VIA email. We
eventually came to an agreement on the pricing. He wanted to know the colors we
have. We told the customer and went on to explain that if we don’t have the
exact color trim combination they want, we can do a dealer locate to get what
they want while having the opportunity to earn their business. He asked of
the details of a dealer locate and we discussed that there was no additional
cost. The customer came into the dealership on the 17th of September
to get an appraisal on their vehicle and place a deposit down. There
was no mention of mileage restriction during these emails/conversations. In our locate process we send drivers to
pick up the vehicle we traded to get it and it is part of our NORMAL process. We started
the locating process with a small $500 deposit and kept the customer updated on
the process the whole time; again with no mention of any minimum mileage
requirements. It is VERY rare that
we flatbed tow a vehicle in due to the additional costs that have to be worked
in to the deal as well as the extra liabilities we take on with possible damage
taken on during the loading process.We informed
the customer we located the vehicle of their choice and set up a time for them
to essentially come in to take delivery of it being that all of the details
were worked out it was simply a matter of signing paperwork and taking
ownership of the vehicle. When the
customer arrived there was no mention of the mileage yet again, even though the
customer did a full walk around and overview of the vehicle with our sales
representative before going to finance to finish the necessary paperwork. When in
finance he customer saw the mileage in writing they finally made mention of the
mileage and stated they didn’t want the vehicle due to the miles accumulated
during the transport of the located vehicle.We explained
the process and thought we were very clear and also stated that we were unaware
that there was a specific mileage requirement as it was never discussed. The
customer claimed that Jason stated it would be “coming off of a truck” and a
statement like this is unheard of when referring to a dealer located vehicle as
we know ahead of time there will be mileage on it.We wouldn’t
have offered this service let alone followed through with it if we had known
there was such a strict mileage request from the customer. Respectfully,
Here is a release form for the amount asked for including tax. Please sign with witness and we will send a check by mail to the customer.
We put all of the vehicles that we sell through a safety inspection. The customer purchased this vehicle over 4 and a half months ago As-Is. The vehicle is more than twelve years old with over 100,000 miles. If the customer is willing, we are open to discussing their...
concerns in more detail.
The part that the Fiesta needs is on national back order. We have reached out to our local Ford dealership for help and they have put us at the top of the list when the part comes in. In the mean time, we have provided a 2015 Honda Accord for the customer to drive at no cost to her. We have...
tried to trade the customer out of the vehicle to no avail. We recognize that the situation is not ideal however we are doing the best we can to help the customer and make it right.