I have spoken with Mr [redacted] on this concernThe vehicle was brought into the dealership on 7-8- We found the van had different codes ion the system, and the ECM did not provide proper data We did notice the van had prior work done and items had been disconnected Additional time would be needed, we attempted to contact the customer on 7-12-we were aware the phone number we were using was not the best number to speak to the customer on 7-15-the customer was updated 7-19-After additional testing we diagnosed an ECM failure, and a new ECM was necessary to begin correction of the van, but based on its condition we were unable to know more until that item was resolved On 7-21-the ECM replacement was authorized with the understanding we believe there could be other concerns On 7-26-we installed the ECM and contacted the customer After the ECM install was completed At that time we cleared the codes and found coming back for circuit in the transmission and a multiple misfire code in the engineat that point we recommended the vehicle not be driven and additional time be spent to look at the vehicle The customer declined and took the vehicle The receipt clearly mentions these items When the vehicle was brought back we discovered the vehicle had a misfire in CYLs and The coil packs to these Cylinders have failed and we believe the Catalytic converters are in need of replacement as well While we understand the customers concerns We have been in contact with the customer and have shared our concerns While we could have possibly been faster, we did provide diagnostic services on the vehicle After speaking to the customer he requested we halt service on the car and allow him to go to a different dealership Tim
The work the customer is requesting was not done by our dealership because at the time there was no concern with the hoses While we could have suggested those be replaced at the time, our technician felt it would have been an over repair to the customers car While we respect the fact he did have a concern later, we do not feel it is our responsibility to pay for additional items the customer decided to have replaced later at a different facility
The customers tags were issued to him, with a date 3/25/a delay occurred due to the customer requesting a transfer of tags that were not with the customer at the time of sale Once those tags were received, the process occurred normally***
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better Business...
Bureau:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have spoken with the GM of the dealership. While the details offered in the response are somewhat accurate, they were not complete. I was told the vehicle would be ready for pick-up several times, but when I called for an update, I was told the work had not been completed. My issue is less with the work the dealer performed, and more with the lack of communication and poor setting of expectations throughout the process. The GM himself never apologized for having my vehicle for over six calendar weeks without any diagnosis of issues. When I was told I could pick up the vehicle after the ECM was replaced, I was told that the vehicle was running, but "poorly." I was told that I should "get the van checked out sooner than later." Jon, service tech, told me this directly. The receipt may say that I was advised not to drive the vehicle, but this was not relayed to me as I got into the car. I should have been told that it was not safe for the vehicle to be driven.
Because of the poor service I received, I had the vehicle towed to another dealership and paid for the additional troubleshooting (which I'm not sure was even started until the day I filed the Revdex.com complaint). So, after over 30 days of not having use of the vehicle, I paid over $1800 for repairs. Other than putting in the $750 ECM, I am not sure they even did any work on the car.
[redacted]
The customers tags were issued to him, with a date 3/25/2016. a delay occurred due to the customer requesting a transfer of tags that were not with the customer at the time of sale. Once those tags were received, the process occurred...
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I provided my licensing and vehicle tag information to the dealership, the very next day following the initial sale transaction, March 5, 2016. Followed-up on Monday, March 7, 2016 with a phone call and still received no response or verification that the information was received. After 4 business days, I called again and was told that my tags had been mailed out. After an additional 7 days; I still had not received my tags. This time on Monday, March 14, 2016 I went in to the dealership personally and was told that my registration was going to be e-mailed to me by the close of business that night. No response, after an e-mail to the dealerships General Manager, I was contacted by the finance department on Wednesday, March 16 and was told that the titling people were at fault. Basically the dealership shifted the blame to a different department. The next day, I was e-mailed the incorrect registration from the titling department; same last name. Again another phone call and e-mail to inform them of the error, and the titling department sent me my correct registration, via e-mail. I will say, the lady who help me from the Pohanka titling department was very punctual, polite and helpful. She, by far was the most professional Pohanka employee during this process.
By the time all was said and done, it wasn't until March 28th when I received my printed, "hard copy" of my registration via the [redacted].
Regards,
[redacted]
I have spoken with Mr. [redacted] on this concern.
The vehicle was brought into the dealership on 7-8-2016. We found the van had 11 different codes ion the system, and the ECM did not provide proper data. We did notice the van had prior work done and items had been disconnected. ...
Additional time would be needed, we attempted to contact the customer on 7-12-2016 we were aware the phone number we were using was not the best number to speak to the customer. on 7-15-2016 the customer was updated. 7-19-2016 After additional testing we diagnosed an ECM failure, and a new ECM was necessary to begin correction of the van, but based on its condition we were unable to know more until that item was resolved. On 7-21-2016 the ECM replacement was authorized with the understanding we believe there could be other concerns. On 7-26-2016 we installed the ECM and contacted the customer. After the ECM install was completed. At that time we cleared the codes and found 2 coming back for circuit in the transmission and a multiple misfire code in the engine. at that point we recommended the vehicle not be driven and additional time be spent to look at the vehicle. The customer declined and took the vehicle. The receipt clearly mentions these items. When the vehicle was brought back we discovered the vehicle had a misfire in CYLs 4 5 and 6. The coil packs to these Cylinders have failed and we believe the Catalytic converters are in need of replacement as well.
While we understand the customers concerns. We have been in contact with the customer and have shared our concerns. While we could have possibly been faster, we did provide diagnostic services on the vehicle.
After speaking to the customer he requested we halt service on the car and allow him to go to a different dealership.
The work the customer is requesting was not done by our dealership because at the time there was no concern with the hoses. While we could have suggested those be replaced at the time, our technician felt it would have been an over repair to the customers car. While we respect the...
fact he did have a concern later, we do not feel it is our responsibility to pay for additional items the customer decided to have replaced later at a different facility.
I have spoken with Mr [redacted] on this concernThe vehicle was brought into the dealership on 7-8- We found the van had different codes ion the system, and the ECM did not provide proper data We did notice the van had prior work done and items had been disconnected Additional time would be needed, we attempted to contact the customer on 7-12-we were aware the phone number we were using was not the best number to speak to the customer on 7-15-the customer was updated 7-19-After additional testing we diagnosed an ECM failure, and a new ECM was necessary to begin correction of the van, but based on its condition we were unable to know more until that item was resolved On 7-21-the ECM replacement was authorized with the understanding we believe there could be other concerns On 7-26-we installed the ECM and contacted the customer After the ECM install was completed At that time we cleared the codes and found coming back for circuit in the transmission and a multiple misfire code in the engineat that point we recommended the vehicle not be driven and additional time be spent to look at the vehicle The customer declined and took the vehicle The receipt clearly mentions these items When the vehicle was brought back we discovered the vehicle had a misfire in CYLs and The coil packs to these Cylinders have failed and we believe the Catalytic converters are in need of replacement as well While we understand the customers concerns We have been in contact with the customer and have shared our concerns While we could have possibly been faster, we did provide diagnostic services on the vehicle After speaking to the customer he requested we halt service on the car and allow him to go to a different dealership Tim
The work the customer is requesting was not done by our dealership because at the time there was no concern with the hoses While we could have suggested those be replaced at the time, our technician felt it would have been an over repair to the customers car While we respect the fact he did have a concern later, we do not feel it is our responsibility to pay for additional items the customer decided to have replaced later at a different facility
The customers tags were issued to him, with a date 3/25/a delay occurred due to the customer requesting a transfer of tags that were not with the customer at the time of sale Once those tags were received, the process occurred normally***
Revdex.com spoke with *** from the company and he stated that they did refund the consumer $for the second repair
the customer was upgraded to a [redacted].
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better Business...
Bureau:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have spoken with the GM of the dealership. While the details offered in the response are somewhat accurate, they were not complete. I was told the vehicle would be ready for pick-up several times, but when I called for an update, I was told the work had not been completed. My issue is less with the work the dealer performed, and more with the lack of communication and poor setting of expectations throughout the process. The GM himself never apologized for having my vehicle for over six calendar weeks without any diagnosis of issues. When I was told I could pick up the vehicle after the ECM was replaced, I was told that the vehicle was running, but "poorly." I was told that I should "get the van checked out sooner than later." Jon, service tech, told me this directly. The receipt may say that I was advised not to drive the vehicle, but this was not relayed to me as I got into the car. I should have been told that it was not safe for the vehicle to be driven.
Because of the poor service I received, I had the vehicle towed to another dealership and paid for the additional troubleshooting (which I'm not sure was even started until the day I filed the Revdex.com complaint). So, after over 30 days of not having use of the vehicle, I paid over $1800 for repairs. Other than putting in the $750 ECM, I am not sure they even did any work on the car.
[redacted]
The customers tags were issued to him, with a date 3/25/2016. a delay occurred due to the customer requesting a transfer of tags that were not with the customer at the time of sale. Once those tags were received, the process occurred...
normally.
[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I provided my licensing and vehicle tag information to the dealership, the very next day following the initial sale transaction, March 5, 2016. Followed-up on Monday, March 7, 2016 with a phone call and still received no response or verification that the information was received. After 4 business days, I called again and was told that my tags had been mailed out. After an additional 7 days; I still had not received my tags. This time on Monday, March 14, 2016 I went in to the dealership personally and was told that my registration was going to be e-mailed to me by the close of business that night. No response, after an e-mail to the dealerships General Manager, I was contacted by the finance department on Wednesday, March 16 and was told that the titling people were at fault. Basically the dealership shifted the blame to a different department. The next day, I was e-mailed the incorrect registration from the titling department; same last name. Again another phone call and e-mail to inform them of the error, and the titling department sent me my correct registration, via e-mail. I will say, the lady who help me from the Pohanka titling department was very punctual, polite and helpful. She, by far was the most professional Pohanka employee during this process.
By the time all was said and done, it wasn't until March 28th when I received my printed, "hard copy" of my registration via the [redacted].
Regards,
[redacted]
I have discussed the complaint with the[redacted], the customer will have compensation sent to him.
Thank you.
I have spoken with Mr. [redacted] on this concern.
The vehicle was brought into the dealership on 7-8-2016. We found the van had 11 different codes ion the system, and the ECM did not provide proper data. We did notice the van had prior work done and items had been disconnected. ...
Additional time would be needed, we attempted to contact the customer on 7-12-2016 we were aware the phone number we were using was not the best number to speak to the customer. on 7-15-2016 the customer was updated. 7-19-2016 After additional testing we diagnosed an ECM failure, and a new ECM was necessary to begin correction of the van, but based on its condition we were unable to know more until that item was resolved. On 7-21-2016 the ECM replacement was authorized with the understanding we believe there could be other concerns. On 7-26-2016 we installed the ECM and contacted the customer. After the ECM install was completed. At that time we cleared the codes and found 2 coming back for circuit in the transmission and a multiple misfire code in the engine. at that point we recommended the vehicle not be driven and additional time be spent to look at the vehicle. The customer declined and took the vehicle. The receipt clearly mentions these items. When the vehicle was brought back we discovered the vehicle had a misfire in CYLs 4 5 and 6. The coil packs to these Cylinders have failed and we believe the Catalytic converters are in need of replacement as well.
While we understand the customers concerns. We have been in contact with the customer and have shared our concerns. While we could have possibly been faster, we did provide diagnostic services on the vehicle.
After speaking to the customer he requested we halt service on the car and allow him to go to a different dealership.
Tim
The customer reached out to the Revdex.com to state that this complaint has been resolved by the business.
The work the customer is requesting was not done by our dealership because at the time there was no concern with the hoses. While we could have suggested those be replaced at the time, our technician felt it would have been an over repair to the customers car. While we respect the...
fact he did have a concern later, we do not feel it is our responsibility to pay for additional items the customer decided to have replaced later at a different facility.