Ken's Muffler Shop

If the customer had come to management at the time of the alleged incident with his bumper, we would have been able to verify weather or not our technician caused the damage to his bumperGiven the fact that it took him days to come back creates reasonable doubt in our minds that we caused this damageWe stand by our statement that the flange was covered in a fiberglass wrap, preventing us from repairing additional cracksWe refunded the amount of $for the original work, even though we do not feel we were at faultAs the customers recollection of the events differs from ours, we accept that it will only be satisfied by outside arbitration

Revdex.com:I would like my complaint ID [redacted] , to be handled through an Arbitration hearing with Revdex.com.Regards,

Totally unacceptable as they did admit that there is a known mechanical issue with the vehicles ABS systemA simple reviewing of their internal records and memos should be able to cure this disagreementThe shop manager I talked to and handled our repairs is named Steve W [redacted] and he's the one who said GM told his shop that it's a known problem that's not repairableTwo service reps have told me this nowThey're misleading the public and because it's a design flaw in the Encore it means they're selling it across the nation like thisThey can fix it or replace itthat is the only acceptable response we will acceptStop charging our service contract with felonious charges of unnecessary repairsmultiple repairs were made for the same issue and that means they falsified repairs needed and/or didn't do a right diagnosis and covered their mistakes by falsely charging our service contract

To whom it may concern, The Buick Encore that we sold to Ms [redacted] is still under full factory warranty During her visits we repaired and or replaced various items on her vehicle in an attempt to satisfy our customer It is our belief that the vehicle is performing to the manufacture’s specifications There are no known issues with Buick Encores We did not sell a vehicle nor did we admit to selling a vehicle with a known issueAccordingly we are not going to issue a refund, public apology or any other accommodation We are however sorry that Ms [redacted] is not happy with her vehicle We will however continue to provide any repairs or service under warranty required by the vehicle if the customer chooses to have us service her vehicle

Again, we are going to reiterate our positionWe did not admit that there was an issue with the ABS system on this vehicleIn our discussions with the customer we indicated to her that the sounds she was hearing were a part of the function of the Encore's ABS systemOur service advisor, Steve, indicated such to herIt is not repairable because it is properly functioningWith regards to "they're misleading the public...and they're selling it across the nation", we are a car dealership and a Buick franchiseWhile we do sell vehicles outside of our area, we did not design nor engineer this vehicleIf there is a design flaw it would be up to GM and the government to determine the best course of remedyWith regards to the request that "we can fix it or replace it"The vehicle is fixedHowever, if there is something else wrong with it either we or another Buick dealership can inspect the car and diagnose any further problemsWith regards to the accusations of felonious actions by us, we, as a franchised Buick dealership are empowered by GM to attempt to satisfy a customer's issues with their car by repairing or replacing items that have not completely failed, but are somewhat less than perfect in an attempt to resolve a customer complaintThe issue here, is the ABS system on the Encore makes some noise that Ms [redacted] doesn't likeHowever, there is nothing wrong with or unsafe about the system

Tell us why here...Since the complaint? MrsDr [redacted] and I together have done some research on this matter.? We have both found an? inexpensive way to fix the issue, Liberty Buick? is participating in some of the costThe vehicle is back in our service? department? today and we are going to try to make our customer very happy.? We really care about our customer satisfaction here at Liberty Buick, and we are always willing to work something out with the customerHopefully she will now be very happyThank you,Justin s [redacted]

To whom it may concern,? The Buick Encore that we sold to Ms [redacted] is still under full factory warranty.? During her visits we repaired and or replaced various items on her vehicle in an attempt to satisfy our customer.? It is our belief that the vehicle is performing to the manufacture’s specifications.? There are no known issues with Buick Encores.? We did not sell a vehicle nor did we admit to selling a vehicle with a known issueAccordingly we are not going to issue a refund, public apology or any other accommodation.? We are however sorry that Ms [redacted] is not happy with her vehicle.? We will however continue to provide any repairs or service under warranty required by the vehicle if the customer chooses to have us service her vehicle.?

Dear Specialist, I have reviewed the complaint from [redacted] and I assume her husband [redacted] I am including a copy of the customers’ signed credit applicationFirst, I would like to apologize for the negative action letters received by the [redacted] sWe use an automated system to ensure we are complying with the Fair Credit Reporting Act(FCCRA)This system automatically matches up credit applications with credit placements and assumes all non-matched applications are in need of a negative action letterWe should have manually deleted this letter from going out since the [redacted] s paid for the vehicle with a cashier’s checkWe pulled a credit report in this instance since the customers were coming back the following day with a cashier’s check to pay for the car and our giving them the vehicle without payment or a finance contract was an extension of credit based on their perceived ability to pay for the carWe utilize our credit reporting system to achieve compliance with several laws and we have comply with others such as the FCCRA noted aboveWe used this system to check to see that the [redacted] s were not listed on the list from OFAC of people we are not allowed to do business withWe also used it to be certain that the customers were who they represented themselves asThis is part of the Red Flags Rule, which requires the extender of credit to make certain that there are no “Red Flags” that the customer is not who they are representing themselves asThis protects our customers from having their identity stolen as well as protecting us from having vehicles stolenI’m sorry that our manager was not familiar with the“Patriot Act” and quoted itHowever, we did get a credit application and we did extend credit in delivering the vehicle and issuing temporary registration prior to payment.Therefore, we are not going to provide a letter indicating it was a mistake to run creditWe do however apologize for any grief caused by unnecessarily receiving a negative action letterHopefully, this helps to explain the situation a little bit more clearlyRegards, Barry L [redacted] CFO

Totally unacceptable as they did admit that there is a known mechanical issue with the vehicles ABS systemA simple reviewing of their internal records and memos should be able to cure this disagreementThe shop manager I talked to and handled our repairs is named Steve W [redacted] and he's the one who said GM told his shop that it's a known problem that's not repairableTwo service reps have told me this nowThey're misleading the public and because it's a design flaw in the Encore it means they're selling it across the nation like thisThey can fix it or replace itthat is the only acceptable response we will acceptStop charging our service contract with felonious charges of unnecessary repairsmultiple repairs were made for the same issue and that means they falsified repairs needed and/or didn't do a right diagnosis and covered their mistakes by falsely charging our service contract.? ? ?

Dear Revdex.com;This response upsets me even more because once again Liberty Buick is lyingTim found the car, secured the cashiers check and the purchase was all completed on the same daySo the excuse they submitted in this response is a lieThere was no reason to run my creditThe finance person had the check in hand when he required me to sign the credit application So it appears the credit check was done by mistake just as the pulling of the letters were Mistakes like these can be costly to a valued credit score and as stated before I worked very hard to obtain my high credit score It appears to me that Liberty is trying to cover up a business practice that is not in the best interest of their so called valued customersPLEASE GO BACK AND LOOK AT THE DATES OF THE TRANSACTION AND CASHIERS CHECKThank you, [redacted]

Complaint: [redacted] I am rejecting this response because: The employee who damaged my bumper and knew he did, his name is [redacted] If a car is damaged you should take responsibility and make it right not making excusesThe screws that are in the bumper was a temp fix, I wanted my car to run right and still is notMy stock header that was put back on with "USED" gaskets is leaking...who would have thought that using "old" gaskets that they wouldnt last? Must be a phenomenon and old gaskets cant be badI will not let "Kens Muffler" get away with mistreatment and take advantage of meYou are lazy and didn't do your diligence, man up and take responsibility for your lack of actionsYou damaged my bumper and now your going to pay for it plain and simple, either the easy way or the long and painful process of litigationI will not just go away, I will continue to fight this until I have to explain my case and bring in witnesses and show items to the proper authorityThis all could have been taken care of by telling the truth and fixing my bumperAgain going back to the beginning, I asked for my stock header to be put back on properly and with new gaskets which didnt happen you said we are doneSo in that case you will pay for the damage done to my car "bumper and front lip"The fact you are fighting this shows the lack of integrity in your company and the lack of work ethic/respect you dont have for your customers in this communityGod only knows how many people you have screwed over and not toldKarma Regards, [redacted]

Dear Specialist, I have reviewed the complaint from *** *** and I assume her husband *** ***I am including a copy of the customers’ signed credit applicationFirst, I would like to apologize for the negative action letters received by the ***sWe use an automated system to ensure we are complying with the Fair Credit Reporting Act(FCCRA)This system automatically matches up credit applications with credit placements and assumes all non-matched applications are in need of a negative action letterWe should have manually deleted this letter from going out since the ***s paid for the vehicle with a cashier’s checkWe pulled a credit report in this instance since the customers were coming back the following day with a cashier’s check to pay for the car and our giving them the vehicle without payment or a finance contract was an extension of credit based on their perceived ability to pay for the carWe utilize our credit reporting system to achieve compliance with several laws and we have comply with others such as the FCCRA noted aboveWe used this system to check to see that the ***s were not listed on the list from OFAC of people we are not allowed to do business withWe also used it to be certain that the customers were who they represented themselves asThis is part of the Red Flags Rule, which requires the extender of credit to make certain that there are no “Red Flags” that the customer is not who they are representing themselves asThis protects our customers from having their identity stolen as well as protecting us from having vehicles stolenI’m sorry that our manager was not familiar with the“Patriot Act” and quoted itHowever, we did get a credit application and we did extend credit in delivering the vehicle and issuing temporary registration prior to payment.Therefore, we are not going to provide a letter indicating it was a mistake to run creditWe do however apologize for any grief caused by unnecessarily receiving a negative action letterHopefully, this helps to explain the situation a little bit more clearlyRegards, Barry L*** CFO

We have reviewed the transaction and it appears that we did our paperwork and issued a temporary permit on May 19thHowever, the receipt for the check was issued on May 20thThis discrepancy in dates led me to believe that the vehicle was delivered and paid for on two separate days However, the customer assures that they took place on the same date and the finance manager had the check in hand on May 19th when the credit application was signedWe sell hundreds of vehicles every month and I trust that the customer's recollection of events is more accurate than our employeesIf that is the case then we should have been able to deliver the vehicle without a credit inquiry I have attached a letter for the customer indicating everything they had requested in their previous complaintHopefully this makes the ***s happy with their vehicle and their transactionThis should have little or no effect on their credit scores.Sincerely,Barry L***CFOLiberty Automotive Group

Dear Revdex.com;This response upsets me even more because once again Liberty Buick is lyingTim found the car, secured the cashiers check and the purchase was all completed on the same daySo the excuse they submitted in this response is a lieThere was no reason to run my creditThe finance person had the check in hand when he required me to sign the credit application. So it appears the credit check was done by mistake just as the pulling of the letters were. Mistakes like these can be costly to a valued credit score and as stated before I worked very hard to obtain my high credit score. It appears to me that Liberty is trying to cover up a business practice that is not in the best interest of their so called valued customers. PLEASE GO BACK AND LOOK AT THE DATES OF THE TRANSACTION AND CASHIERS CHECK. Thank you,*** ***

To whom it may concern, The Buick Encore that we sold to Ms*** is still under full factory warranty. During her visits we repaired and or replaced various items on her vehicle in an attempt to satisfy our customer. It is our belief that the vehicle is performing to the
manufacture’s specifications. There are no known issues with Buick Encores. We did not sell a vehicle nor did we admit to selling a vehicle with a known issueAccordingly we are not going to issue a refund, public apology or any other accommodation. We are however sorry that Ms*** is not happy with her vehicle. We will however continue to provide any repairs or service under warranty required by the vehicle if the customer chooses to have us service her vehicle.

Totally unacceptable as they did admit that there is a known mechanical issue with the vehicles ABS systemA simple reviewing of their internal records and memos should be able to cure this disagreementThe shop manager I talked to and handled our repairs is named Steve W*** and he's the one who said GM told his shop that it's a known problem that's not repairableTwo service reps have told me this nowThey're misleading the public and because it's a design flaw in the Encore it means they're selling it across the nation like thisThey can fix it or replace itthat is the only acceptable response we will acceptStop charging our service contract with felonious charges of unnecessary repairsmultiple repairs were made for the same issue and that means they falsified repairs needed and/or didn't do a right diagnosis and covered their mistakes by falsely charging our service contract

Dear Specialist, I have reviewed the complaint from *** *** and I assume her husband *** ***I am including a copy of the customers’ signed credit applicationFirst, I would like to apologize for the negative action letters received by the ***sWe use an automated system to ensure we are complying with the Fair Credit Reporting Act(FCCRA)This system automatically matches up credit applications with credit placements and assumes all non-matched applications are in need of a negative action letterWe should have manually deleted this letter from going out since the ***s paid for the vehicle with a cashier’s checkWe pulled a credit report in this instance since the customers were coming back the following day with a cashier’s check to pay for the car and our giving them the vehicle without payment or a finance contract was an extension of credit based on their perceived ability to pay for the carWe utilize our credit reporting system to achieve compliance with several laws and we have comply with others such as the FCCRA noted aboveWe used this system to check to see that the ***s were not listed on the list from OFAC of people we are not allowed to do business withWe also used it to be certain that the customers were who they represented themselves asThis is part of the Red Flags Rule, which requires the extender of credit to make certain that there are no “Red Flags” that the customer is not who they are representing themselves asThis protects our customers from having their identity stolen as well as protecting us from having vehicles stolenI’m sorry that our manager was not familiar with the“Patriot Act” and quoted itHowever, we did get a credit application and we did extend credit in delivering the vehicle and issuing temporary registration prior to payment.Therefore, we are not going to provide a letter indicating it was a mistake to run creditWe do however apologize for any grief caused by unnecessarily receiving a negative action letterHopefully, this helps to explain the situation a little bit more clearlyRegards, Barry L*** CFO

To whom it may concern, The Buick Encore that we sold to Ms*** is still under full factory warranty. During her visits we repaired and or replaced various items on her vehicle in an attempt to satisfy our customer. It is our belief that the vehicle is performing to the
manufacture’s specifications. There are no known issues with Buick Encores. We did not sell a vehicle nor did we admit to selling a vehicle with a known issueAccordingly we are not going to issue a refund, public apology or any other accommodation. We are however sorry that Ms*** is not happy with her vehicle. We will however continue to provide any repairs or service under warranty required by the vehicle if the customer chooses to have us service her vehicle

Totally unacceptable as they did admit that there is a known mechanical issue with the vehicles ABS systemA simple reviewing of their internal records and memos should be able to cure this disagreementThe shop manager I talked to and handled our repairs is named Steve W*** and he's the one who said GM told his shop that it's a known problem that's not repairableTwo service reps have told me this nowThey're misleading the public and because it's a design flaw in the Encore it means they're selling it across the nation like thisThey can fix it or replace itthat is the only acceptable response we will acceptStop charging our service contract with felonious charges of unnecessary repairsmultiple repairs were made for the same issue and that means they falsified repairs needed and/or didn't do a right diagnosis and covered their mistakes by falsely charging our service contract.

Tell us why here...Since the complaint MrsDr*** and I together have done some research on this matter. We have both found an inexpensive way to fix the issue, Liberty Buick is participating in some of the costThe vehicle is back in our service department today and
we are going to try to make our customer very happy. We really care about our customer satisfaction here at Liberty Buick, and we are always willing to work something out with the customerHopefully she will now be very happyThank you,Justin s*** *** ***