From: David H*** *** Sent: Friday, June 19, 1:PMTo: *** ** *** *** ***Subject: RE: View Complaint Message (Case #***)***,The issue of the refund was completed on or about June 5, We will ensure that
future communications are clearer as the JN personnel involved say that it was just a matter of the check being requested and printed that took a few days Please advise if more information is needed.Aloha,David H***General ManagerJN Chevrolet MazdaNNimitz HighwayHonolulu, HI 96819Direct: 808-831-2548Mobile: 808-499-9266Fax: [email protected] NOTICE: This email message, including any attachments is for the sole use of the intended recipient(s) and may contain confidential and privileged information Any unauthorized review, use, disclosure or distribution is prohibited If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. Please consider the environment before printing this e-mail
On Aug 29, 2016, at 2:PM, * *** *** wrote:Mr***, I tried calling your provided phone number but was unable to reach you, I want to apologize for the inconvenience you have had in regards to your *** in your *** ***I see through our records
that your *** module was replaced in January and we would be more than happy to take another look at this for youPlease schedule an appointment with my service manager Anel U** at your earliest convenience. Thank you, J M***General Manager JN Mazda*** ** *** ***
*** ** ***
*** *** ***
Audi HawaiiA Division of JN Group, Inc.JN Group, INC*** *** *** ** ***Complaint ID ***RevDex.com This letter is
in response to your correspondence regarding the above referenced inquiry to the RevDex.com.Our records indicate that the vehicle in question Volkswagen Golf with YIN *** was originally offered for sale with a valid safety inspectionJust after Mr*** took delivery of the vehicle we noticed that the safety inspection was expiredAudi Hawaii Management staff made multiple attempts to contact Mr*** requesting his return to the dealership for inspection without any responseAfter several months Mr. *** finally arrived for a safety inspectionWe at Audi Hawaii take great care to ensure that important matters such as this are properly managed.We have since provided Mr. ***' a safety inspection Though it was mere oversight, we will provide Mr*** with two (2) oil and filter change vouchers for the vehicle YIN ***. Please contact me should you have any further questions or concern
Sincerely,
*** ***
General Manager
Audi Hawaii***
Initial Business Response /* (1000, 5, 2014/08/05) */
I spoke to Dr*** late last week & he initially considered keeping the vehicle & service contractHowever, after pondering the decision, he opted to cancel the service contract (this is a viable & acceptable contract condition)
Dr*** & I spoke again this morning(August 5th, 2014), and we mutually agreed to refund the full price ($4,776.96) of the service contract he purchased in January of this year
He needs to sign the request for cancellation contract & will do so on August 8th in the afternoonWe, in turn, will mail him the refund check within business days after August 8th
Sincerely,
***
Fixed Operations Director
JN Group Incand Cycle City Hawaii
Ph***
Initial Consumer Rebuttal /* (2000, 7, 2014/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is with great concern that I address an incident you experienced with our sales departmentAfter hearing of this issue, I would like to make an apology on behalf of our companyWe are taking all the necessary steps to make sure that this type of problem does not happen againIn regards to the
refund we have reimbursed all funds to the clientOur company values all of our customers and any feedback that is providedPlease feel free to contact me personally to discuss any concerns that you may have in the future
Sincerely,
*** ***
General Manager
JN Chevrolet Mazda
From: *** [mailto:***] Sent: Thursday, June 16, 8:AMTo:
complaints ***Subject: Re: You have a New Message from Revdex.com of Hawaii Regarding Complaint #*** Revdex.com Complaints, The issue with my car has been resolved I picked up my car and drove it home yesterday the 15th of June with no charge and an apology for the poor customer serviceSincerely, *** ***
Initial Business Response /* (1000, 8, 2014/03/24) */
We have spoken with the Customer and she is satisfied with our resolution of her issuesAs is often the case, a communication error caused the problemWe have scheduled an appointment on Thursday, March 27th to replace her right front
tire and will also perform an oil and filter service at no charge
First, we apologize to Ms. [redacted] if she feels inconvenienced with the purchase of her [redacted] in January of 2016. Complimentary work of approximately $1,200+ worth has been done on the vehicle. If anything, the service department staff went above and beyond in fulfilling...
her requests. Some of the items not completed were because she needed to leave before they were finished and took the car.We are very willing to discuss options on how we can assist with her situation. If she could call Braven S[redacted] at [redacted] although it has been six month since the purchase of the vehicle.
RE: Revdex.com Customer statement from Mr. [redacted]
Mr. [redacted],
We appreciate your effort to share your comments with us. First, our
apologies that statements made to you weren't totally clear and that the used
car manager or sales manager...
did not speak with you.
Secondly, we will review our process to ensure that communication from our staff is understandable and fulfilled.
As we discussed in our phone call last week, the doc fee was from
an outdated ad on another vehicle. Although we were prepared to honor
the $105 doc fee and the vehicle price, you opted to purchase a
different vehicle from another company.
We do appreciate your call to inform us of that and wish you a Happy Holiday season.
If there is anything else I can do please call or email me. Hopefully we can work together in the future.
Aloha,
Josh Z[redacted]
Audi Hawaii
Sales Manager
Phone 808-585-6600
Email - jz[redacted]@audihawaii.com
Customer [redacted]
color:blue">First, we apologize if any calls or information were not responded to in a more timely or clear fashion.
We have discussed with our staff about ensuring that customers are communicated with thoroughly and promptly.
The damage was forwarded to GM (General Motors) and declined under the bumper to bumper warranty. [redacted] also
declined coverage for repairs of the damage.
Both cited "environmental or outside influences" damage that is not covered by the warranty. It is more difficult than normal to assist the customer in a situation like this where the vehicle is located out of state. If more conversation is required, please contact Anel U**, JN Service manager at [redacted] or General Manager J M[redacted]. Or call [redacted] and ask for them.
Complaint: [redacted]
I am rejecting this response because:
You have either failed to thoroughly read and understand my complaint, did not see my full complaint, or have been given inaccurate information from your employees because there are several falsities in your reply.
YOU STATE: "Ms. [redacted]’ documents were sent to her via [redacted] within a few days of our receipt of the fully executed agreement back from Ms. [redacted], and a [redacted] tracking number was provided at that time." TRUTH: Only one document sent to me a "few days" after and that was the registration. I did not receive title until the same day I received the vehicle and I had to request that and copies of the agreement on NUMEROUS occasions.
YOU STATE: "Due to the severe weather conditions the State of Hawaii was experiencing at that time, a delay was incurred." TRUTH: The delay I speak of in my complaint has nothing to do with weather delays or [redacted]. I was originally told my vehicle would be delivered by 8/21 so the delay resulted from poor communication and miscommunication on behalf of [redacted] Honolulu which caused my vehicle to miss the original 9/14 shipping date so it had to go on the following weeks shipment of 8/21. As far as I know weather did not cause a delay for [redacted]'s 8/21 shipment because Bill originally quoted a 9/2 arrival and it arrived 8/27, which would have made it EARLY.
YOU STATE: "As soon as the vehicle was shipped both Ms. [redacted]’ Hospitality Brand Specialist, [redacted] Iha, and Finance Manager, Bill R[redacted], made communication with Ms. [redacted] and provided updates to her on the shipping status and the delay." TRUTH: 1) nobody was even aware my vehicle was delivered to me until AFTER I had informed them that I took it upon myself to get my vehicle delivered. 2) Bill has not made contact since 8/18 and 3) Jamie, the only employee who attempted to make contact, had emailed me stating she was STILL waiting on her pre-owned director to get the shipping updates I requested the day BEFORE so this statement you just made is a flat out lie from either you or your employees.
My complaint had absolutely NOTHING to do with the weather conditions causing a delay of the vehicle being delivered because the vehicle was not delivered late at all through [redacted]. My complaint has everything to do with the lack of communication from Bill R[redacted] after receiving my payment. Bill had already offered car rental reimbursement and home delivery to me free of charge BEFORE the vehicle was delivered but your reply is making it seem as if that was offered as compensation to the car being delivered late now...but the car was not delivered late so I am unsure why you even brought that up as that was a promise already agreed upon before I purchased the vehicle.
So again, my issue with your staff, specifically Bill R[redacted], is the lack of communication and professionalism. I have never purchased a vehicle sight unseen and to not be able to get simple information like a tracking number or the whereabouts of my vehicle was extremely stressful. I understand things take time but to just flat out ignore a customer is ludicrous to me! I did not hear from Bill since the day after my wire was accepted despite NUMEROUS attempts and that is completely unacceptable especially for a "luxury dealership"... to date I still have not heard from Bill with the simplest of apologies. I was only able to get the vehicle delivered to my home on the day that I did through efforts of my own by having to take time out of my busy schedule to contact [redacted] several times until they finally released the name of the trucking company that [redacted] Honolulu hired for the home delivery. This is when I was able to find out who had possession of my vehicle and was able to provide them with my contact information so they could get me my vehicle that day...why on earth was this so difficult for ANYONE at [redacted] Honolulu to do for me? I asked at least 5 people via email, including you Ralph, when would my vehicle be scheduled for home delivery so that I could be home to accept it and NOT ONE PERSON COULD OR WOULD ANSWER MY QUESTION. This unfortunately seems to be how employees there are trained as numerous times I had to repeat questions in my emails as employees would select which of my questions they would answer and continuously ignore the rest. I am not sure if this is because they didn't know the answer but even in the case of not knowing a simple reply no acknowledge my questions would have sufficed.
Had I not done your employees job on 9/1/15 I would have experienced yet ANOTHER delay in the delivery of my vehicle as nobody had any updates for me even AFTER the time I had already taken possession of my vehicle....very poor communication and lack of respect for customers times and concern. As far as your offer to resolve this matter, you are offering something that I had already been promised prior to this complaint. Car rental reimbursement was agreed upon BEFORE purchasing the vehicle as compensation for the FIRST delay your company caused me by missing the 8/14 shipment so you offering me something that was already promised on a previous mistake should not be included as compensation for my current grievance which is why I am still requesting my current desired resolution/outcome for THIS complaint with the Revdex.com.
Because you state "We at [redacted] Honolulu take great care to ensure that important matters such as these are properly managed." , I truly look forward to a speedy resolution so that I may remove any and all negative reviews about your company. I have all correspondenances between your employees and I should you require for your review.
Sincerely,
[redacted]
Customer [redacted]First, we apologize if any calls or information were not responded to in a more timely or clear fashion. We have discussed with our staff about ensuring that customers are communicated with thoroughly and promptly. The damage was forwarded to GM (General Motors) and declined under the bumper to bumper warranty. [redacted] also declined coverage for repairs of the damage. Both cited "environmental or outside influences" damage that is not covered by the warranty. It is more difficult than normal to assist the customer in a situation like this where the vehicle is located out of state. If more conversation is required, please contact Anel U**, JN Service manager at [redacted] or General Manager J M[redacted]. Or call [redacted] and ask for them.
Complaint: [redacted]
I am rejecting this response because: I have been bringing in my vehicle for two years and wasting my time. The issue and inconvenience remain unresolved. Additionally, there was no comment about our horrible purchase experience.
Sincerely,
[redacted]
We apologize for messages that were not responded to and have covered the issue with the staff at JN. Your request of a reimbursement of the warranty deposited with the [redacted] will be completed with the check being dropped off today. Please feel free to follow up with [redacted]...
in a few business days to ensure that the check was deposited. If there are any further questions please contact me.Aloha,David H[redacted]
JN GROUPDirectorCorporate and Community Relations[redacted]
[redacted]
[redacted]
[redacted]CONFIDENTIALITY NOTICE: This email message, including any attachments is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. Please consider the environment before printing this e-mail.
The partial amount we received was $451.52. We still haven't cashed the check as it isn't the amount we discussed.
The amount that was promised by Conrad was $536.74, as for the written document stating the amount, JN apparently "closed the books/receipts" in regards to the amount promised. We have our own written record of our phone conversation, which we were under the impression that we were in a "verbal" agreement as they had no access to their books.
Below is the response in case the attachment is not visible. Better...
Business Bureau September
9, 2015
[redacted]
[redacted]
RE: Complaint ID [redacted] ([redacted])
To Whom It May Concern,
This letter is in response to the above-referenced
complaint, made to the Revdex.com by Ms. [redacted] (“Ms.
[redacted]”).
Our records indicate the vehicle in question, a 2015 [redacted]
[redacted] (VIN # [redacted])
was received by Ms. [redacted] on September 1, 2015. Ms. [redacted]’ documents were sent to her via
[redacted] within a few days of our receipt of the fully executed agreement back
from Ms. [redacted], and a [redacted] tracking number was provided at that time. These
documents have since been received by Ms. [redacted].
Ms. [redacted]’ vehicle was shipped from Honolulu, Hawaii to
Encico, California, a distance of over 2,500 miles by water. The shipping company was [redacted]
Services. Due to the severe weather
conditions the State of Hawaii was experiencing at that time, a delay was
incurred. As soon as the vehicle was
shipped both Ms. [redacted]’ Hospitality Brand Specialist, [redacted] Iha, and Finance
Manager, Bill R[redacted], made communication with Ms. [redacted] and provided updates to
her on the shipping status and the delay.
Attached is only some of the email correspondence that was digitally
transmitted to Ms. [redacted]. When Ms.
[redacted]’ vehicle finally arrived in California on August 27, 2015 it took
several days for [redacted] Services to off load the vehicle. Management
staff at [redacted] Honolulu made multiple phone calls to [redacted] in an
attempt to try and encourage them to off load the vehicle faster. However, due to the vehicle’s location on the
shipping barge, the vehicle took several days to be off loaded. A further
attempt to assist Ms. [redacted], [redacted] Honolulu paid for direct home
delivery of the vehicle.
We at [redacted] Honolulu take great care to ensure
that important matters such as these are properly managed. However, we cannot control the weather and
have no ability to speed up the shipping process, especially under the rare
threat of four back-to-back hurricanes approaching our islands, and the flash
flooding and heavy rains that ensued during this time. As you may have heard, Hawaii’s weather over
the last few weeks has been extremely harsh, and this rendered the unfortunate
delay in delivery of Ms. [redacted]’ vehicle unavoidable.
We would be happy to provide Ms. [redacted] with reimbursement
of her rental vehicle fees once we are supplied with a paid receipt as we had
previously communicated to her.
Please contact me should you have any further questions or
concern.
Sincerely,
Ralph [redacted]
General Manager
[redacted] Honolulu
[redacted]
Initial Business Response /* (1000, 5, 2014/05/12) */
JN Chevrolet Mazda,
We have been in contact with Mr. [redacted] in regards to this matter. He came in four days after the date he took delivery of his vehicle and stated that there was fall out on his chrome trim pieces. My Management...
Staff informed Mr. [redacted] he was out side the 72 hour exchange policy and we would be more then happy to assist him in anyway possible. At that point we had the vehicle detailed for the second time to remove the fall out on the chrome, after I personally reviewed the vehicle I was unable to see any fall out on said vehicle. Then three additional days later he then brought the vehicle back to be detailed for the third time. At that time we supplied Mr. [redacted] with a free rental vehicle and had then entire vehicle detailed and all remaining fall out was remove and brought the vehicle up to the customer's expectations.
From: David H*** *** Sent: Friday, June 19, 1:PMTo: *** ** *** *** ***Subject: RE: View Complaint Message (Case #***)***,The issue of the refund was completed on or about June 5, We will ensure that
future communications are clearer as the JN personnel involved say that it was just a matter of the check being requested and printed that took a few days Please advise if more information is needed.Aloha,David H***General ManagerJN Chevrolet MazdaNNimitz HighwayHonolulu, HI 96819Direct: 808-831-2548Mobile: 808-499-9266Fax: [email protected] NOTICE: This email message, including any attachments is for the sole use of the intended recipient(s) and may contain confidential and privileged information Any unauthorized review, use, disclosure or distribution is prohibited If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. Please consider the environment before printing this e-mail
On Aug 29, 2016, at 2:PM, * *** *** wrote:Mr***, I tried calling your provided phone number but was unable to reach you, I want to apologize for the inconvenience you have had in regards to your *** in your *** ***I see through our records
that your *** module was replaced in January and we would be more than happy to take another look at this for youPlease schedule an appointment with my service manager Anel U** at your earliest convenience. Thank you, J M***General Manager JN Mazda*** ** *** ***
*** ** ***
*** *** ***
Audi HawaiiA Division of JN Group, Inc.JN Group, INC*** *** *** ** ***Complaint ID ***RevDex.com This letter is
in response to your correspondence regarding the above referenced inquiry to the RevDex.com.Our records indicate that the vehicle in question Volkswagen Golf with YIN *** was originally offered for sale with a valid safety inspectionJust after Mr*** took delivery of the vehicle we noticed that the safety inspection was expiredAudi Hawaii Management staff made multiple attempts to contact Mr*** requesting his return to the dealership for inspection without any responseAfter several months Mr. *** finally arrived for a safety inspectionWe at Audi Hawaii take great care to ensure that important matters such as this are properly managed.We have since provided Mr. ***' a safety inspection Though it was mere oversight, we will provide Mr*** with two (2) oil and filter change vouchers for the vehicle YIN ***. Please contact me should you have any further questions or concern
Sincerely,
*** ***
General Manager
Audi Hawaii***
Initial Business Response /* (1000, 5, 2014/08/05) */
I spoke to Dr*** late last week & he initially considered keeping the vehicle & service contractHowever, after pondering the decision, he opted to cancel the service contract (this is a viable & acceptable contract condition)
Dr*** & I spoke again this morning(August 5th, 2014), and we mutually agreed to refund the full price ($4,776.96) of the service contract he purchased in January of this year
He needs to sign the request for cancellation contract & will do so on August 8th in the afternoonWe, in turn, will mail him the refund check within business days after August 8th
Sincerely,
***
Fixed Operations Director
JN Group Incand Cycle City Hawaii
Ph***
Initial Consumer Rebuttal /* (2000, 7, 2014/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is with great concern that I address an incident you experienced with our sales departmentAfter hearing of this issue, I would like to make an apology on behalf of our companyWe are taking all the necessary steps to make sure that this type of problem does not happen againIn regards to the
refund we have reimbursed all funds to the clientOur company values all of our customers and any feedback that is providedPlease feel free to contact me personally to discuss any concerns that you may have in the future
Sincerely,
*** ***
General Manager
JN Chevrolet Mazda
From: *** [mailto:***] Sent: Thursday, June 16, 8:AMTo:
complaints ***Subject: Re: You have a New Message from Revdex.com of Hawaii Regarding Complaint #*** Revdex.com Complaints, The issue with my car has been resolved I picked up my car and drove it home yesterday the 15th of June with no charge and an apology for the poor customer serviceSincerely, *** ***
Initial Business Response /* (1000, 8, 2014/03/24) */
We have spoken with the Customer and she is satisfied with our resolution of her issuesAs is often the case, a communication error caused the problemWe have scheduled an appointment on Thursday, March 27th to replace her right front
tire and will also perform an oil and filter service at no charge
Mr. [redacted] has picked up his vehicle and it appears that all concerns have been addressed and clarified
First, we apologize to Ms. [redacted] if she feels inconvenienced with the purchase of her [redacted] in January of 2016. Complimentary work of approximately $1,200+ worth has been done on the vehicle. If anything, the service department staff went above and beyond in fulfilling...
her requests. Some of the items not completed were because she needed to leave before they were finished and took the car.We are very willing to discuss options on how we can assist with her situation. If she could call Braven S[redacted] at [redacted] although it has been six month since the purchase of the vehicle.
RE: Revdex.com Customer statement from Mr. [redacted]
Mr. [redacted],
We appreciate your effort to share your comments with us. First, our
apologies that statements made to you weren't totally clear and that the used
car manager or sales manager...
did not speak with you.
Secondly, we will review our process to ensure that communication from our staff is understandable and fulfilled.
As we discussed in our phone call last week, the doc fee was from
an outdated ad on another vehicle. Although we were prepared to honor
the $105 doc fee and the vehicle price, you opted to purchase a
different vehicle from another company.
We do appreciate your call to inform us of that and wish you a Happy Holiday season.
If there is anything else I can do please call or email me. Hopefully we can work together in the future.
Aloha,
Josh Z[redacted]
Audi Hawaii
Sales Manager
Phone 808-585-6600
Email - jz[redacted]@audihawaii.com
Customer [redacted]
color:blue">First, we apologize if any calls or information were not responded to in a more timely or clear fashion.
We have discussed with our staff about ensuring that customers are communicated with thoroughly and promptly.
The damage was forwarded to GM (General Motors) and declined under the bumper to bumper warranty. [redacted] also
declined coverage for repairs of the damage.
Both cited "environmental or outside influences" damage that is not covered by the warranty. It is more difficult than normal to assist the customer in a situation like this where the vehicle is located out of state. If more conversation is required, please contact Anel U**, JN Service manager at [redacted] or General Manager J M[redacted]. Or call [redacted] and ask for them.
Complaint: [redacted]
I am rejecting this response because:
You have either failed to thoroughly read and understand my complaint, did not see my full complaint, or have been given inaccurate information from your employees because there are several falsities in your reply.
YOU STATE: "Ms. [redacted]’ documents were sent to her via [redacted] within a few days of our receipt of the fully executed agreement back from Ms. [redacted], and a [redacted] tracking number was provided at that time." TRUTH: Only one document sent to me a "few days" after and that was the registration. I did not receive title until the same day I received the vehicle and I had to request that and copies of the agreement on NUMEROUS occasions.
YOU STATE: "Due to the severe weather conditions the State of Hawaii was experiencing at that time, a delay was incurred." TRUTH: The delay I speak of in my complaint has nothing to do with weather delays or [redacted]. I was originally told my vehicle would be delivered by 8/21 so the delay resulted from poor communication and miscommunication on behalf of [redacted] Honolulu which caused my vehicle to miss the original 9/14 shipping date so it had to go on the following weeks shipment of 8/21. As far as I know weather did not cause a delay for [redacted]'s 8/21 shipment because Bill originally quoted a 9/2 arrival and it arrived 8/27, which would have made it EARLY.
YOU STATE: "As soon as the vehicle was shipped both Ms. [redacted]’ Hospitality Brand Specialist, [redacted] Iha, and Finance Manager, Bill R[redacted], made communication with Ms. [redacted] and provided updates to her on the shipping status and the delay." TRUTH: 1) nobody was even aware my vehicle was delivered to me until AFTER I had informed them that I took it upon myself to get my vehicle delivered. 2) Bill has not made contact since 8/18 and 3) Jamie, the only employee who attempted to make contact, had emailed me stating she was STILL waiting on her pre-owned director to get the shipping updates I requested the day BEFORE so this statement you just made is a flat out lie from either you or your employees.
My complaint had absolutely NOTHING to do with the weather conditions causing a delay of the vehicle being delivered because the vehicle was not delivered late at all through [redacted]. My complaint has everything to do with the lack of communication from Bill R[redacted] after receiving my payment. Bill had already offered car rental reimbursement and home delivery to me free of charge BEFORE the vehicle was delivered but your reply is making it seem as if that was offered as compensation to the car being delivered late now...but the car was not delivered late so I am unsure why you even brought that up as that was a promise already agreed upon before I purchased the vehicle.
So again, my issue with your staff, specifically Bill R[redacted], is the lack of communication and professionalism. I have never purchased a vehicle sight unseen and to not be able to get simple information like a tracking number or the whereabouts of my vehicle was extremely stressful. I understand things take time but to just flat out ignore a customer is ludicrous to me! I did not hear from Bill since the day after my wire was accepted despite NUMEROUS attempts and that is completely unacceptable especially for a "luxury dealership"... to date I still have not heard from Bill with the simplest of apologies. I was only able to get the vehicle delivered to my home on the day that I did through efforts of my own by having to take time out of my busy schedule to contact [redacted] several times until they finally released the name of the trucking company that [redacted] Honolulu hired for the home delivery. This is when I was able to find out who had possession of my vehicle and was able to provide them with my contact information so they could get me my vehicle that day...why on earth was this so difficult for ANYONE at [redacted] Honolulu to do for me? I asked at least 5 people via email, including you Ralph, when would my vehicle be scheduled for home delivery so that I could be home to accept it and NOT ONE PERSON COULD OR WOULD ANSWER MY QUESTION. This unfortunately seems to be how employees there are trained as numerous times I had to repeat questions in my emails as employees would select which of my questions they would answer and continuously ignore the rest. I am not sure if this is because they didn't know the answer but even in the case of not knowing a simple reply no acknowledge my questions would have sufficed.
Had I not done your employees job on 9/1/15 I would have experienced yet ANOTHER delay in the delivery of my vehicle as nobody had any updates for me even AFTER the time I had already taken possession of my vehicle....very poor communication and lack of respect for customers times and concern. As far as your offer to resolve this matter, you are offering something that I had already been promised prior to this complaint. Car rental reimbursement was agreed upon BEFORE purchasing the vehicle as compensation for the FIRST delay your company caused me by missing the 8/14 shipment so you offering me something that was already promised on a previous mistake should not be included as compensation for my current grievance which is why I am still requesting my current desired resolution/outcome for THIS complaint with the Revdex.com.
Because you state "We at [redacted] Honolulu take great care to ensure that important matters such as these are properly managed." , I truly look forward to a speedy resolution so that I may remove any and all negative reviews about your company. I have all correspondenances between your employees and I should you require for your review.
Sincerely,
[redacted]
Customer [redacted]First, we apologize if any calls or information were not responded to in a more timely or clear fashion. We have discussed with our staff about ensuring that customers are communicated with thoroughly and promptly. The damage was forwarded to GM (General Motors) and declined under the bumper to bumper warranty. [redacted] also declined coverage for repairs of the damage. Both cited "environmental or outside influences" damage that is not covered by the warranty. It is more difficult than normal to assist the customer in a situation like this where the vehicle is located out of state. If more conversation is required, please contact Anel U**, JN Service manager at [redacted] or General Manager J M[redacted]. Or call [redacted] and ask for them.
Complaint: [redacted]
I am rejecting this response because: I have been bringing in my vehicle for two years and wasting my time. The issue and inconvenience remain unresolved. Additionally, there was no comment about our horrible purchase experience.
Sincerely,
[redacted]
We apologize for messages that were not responded to and have covered the issue with the staff at JN. Your request of a reimbursement of the warranty deposited with the [redacted] will be completed with the check being dropped off today. Please feel free to follow up with [redacted]...
in a few business days to ensure that the check was deposited. If there are any further questions please contact me.Aloha,David H[redacted]
JN GROUPDirectorCorporate and Community Relations[redacted]
[redacted]
[redacted]
[redacted]CONFIDENTIALITY NOTICE: This email message, including any attachments is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. Please consider the environment before printing this e-mail.
The partial amount we received was $451.52. We still haven't cashed the check as it isn't the amount we discussed.
The amount that was promised by Conrad was $536.74, as for the written document stating the amount, JN apparently "closed the books/receipts" in regards to the amount promised. We have our own written record of our phone conversation, which we were under the impression that we were in a "verbal" agreement as they had no access to their books.
Below is the response in case the attachment is not visible. Better...
Business Bureau September
9, 2015
[redacted]
[redacted]
RE: Complaint ID [redacted] ([redacted])
To Whom It May Concern,
This letter is in response to the above-referenced
complaint, made to the Revdex.com by Ms. [redacted] (“Ms.
[redacted]”).
Our records indicate the vehicle in question, a 2015 [redacted]
[redacted] (VIN # [redacted])
was received by Ms. [redacted] on September 1, 2015. Ms. [redacted]’ documents were sent to her via
[redacted] within a few days of our receipt of the fully executed agreement back
from Ms. [redacted], and a [redacted] tracking number was provided at that time. These
documents have since been received by Ms. [redacted].
Ms. [redacted]’ vehicle was shipped from Honolulu, Hawaii to
Encico, California, a distance of over 2,500 miles by water. The shipping company was [redacted]
Services. Due to the severe weather
conditions the State of Hawaii was experiencing at that time, a delay was
incurred. As soon as the vehicle was
shipped both Ms. [redacted]’ Hospitality Brand Specialist, [redacted] Iha, and Finance
Manager, Bill R[redacted], made communication with Ms. [redacted] and provided updates to
her on the shipping status and the delay.
Attached is only some of the email correspondence that was digitally
transmitted to Ms. [redacted]. When Ms.
[redacted]’ vehicle finally arrived in California on August 27, 2015 it took
several days for [redacted] Services to off load the vehicle. Management
staff at [redacted] Honolulu made multiple phone calls to [redacted] in an
attempt to try and encourage them to off load the vehicle faster. However, due to the vehicle’s location on the
shipping barge, the vehicle took several days to be off loaded. A further
attempt to assist Ms. [redacted], [redacted] Honolulu paid for direct home
delivery of the vehicle.
We at [redacted] Honolulu take great care to ensure
that important matters such as these are properly managed. However, we cannot control the weather and
have no ability to speed up the shipping process, especially under the rare
threat of four back-to-back hurricanes approaching our islands, and the flash
flooding and heavy rains that ensued during this time. As you may have heard, Hawaii’s weather over
the last few weeks has been extremely harsh, and this rendered the unfortunate
delay in delivery of Ms. [redacted]’ vehicle unavoidable.
We would be happy to provide Ms. [redacted] with reimbursement
of her rental vehicle fees once we are supplied with a paid receipt as we had
previously communicated to her.
Please contact me should you have any further questions or
concern.
Sincerely,
Ralph [redacted]
General Manager
[redacted] Honolulu
[redacted]
Very happy with business's response and very happy with Revdex.com!
Initial Business Response /* (1000, 5, 2014/05/12) */
JN Chevrolet Mazda,
We have been in contact with Mr. [redacted] in regards to this matter. He came in four days after the date he took delivery of his vehicle and stated that there was fall out on his chrome trim pieces. My Management...
Staff informed Mr. [redacted] he was out side the 72 hour exchange policy and we would be more then happy to assist him in anyway possible. At that point we had the vehicle detailed for the second time to remove the fall out on the chrome, after I personally reviewed the vehicle I was unable to see any fall out on said vehicle. Then three additional days later he then brought the vehicle back to be detailed for the third time. At that time we supplied Mr. [redacted] with a free rental vehicle and had then entire vehicle detailed and all remaining fall out was remove and brought the vehicle up to the customer's expectations.