Ken's Muffler Shop

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

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*** *** ***

Tell us why here...Since the complaint Mrs. Dr[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 cost. The 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 customer. Hopefully she will now be very happy. Thank you,Justin s[redacted]

Again, we are going to reiterate our position. We did not admit that there was an issue with the ABS system on this vehicle. In our discussions with the customer we indicated to her that the sounds she was hearing were a normal part of the function of the Encore's ABS system. Our service advisor, Steve, indicated such to her. It is not repairable because it is properly functioning. With regards to "they're misleading the public...and they're selling it across the nation", we are a car dealership and a Buick franchise. While we do sell vehicles outside of our area, we did not design nor engineer this vehicle. If there is a design flaw it would be up to GM and the government to determine the best course of remedy. With regards to the request that "we can fix it or replace it". The vehicle is fixed. However, if there is something else wrong with it either we or another Buick dealership can inspect the car and diagnose any further problems. With 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 complaint. The issue here, is the ABS system on the Encore makes some noise that Ms. [redacted] doesn't like. However, there is nothing wrong with or unsafe about the system.

Totally unacceptable as they did admit that there is a known mechanical issue with the vehicles ABS system. A simple reviewing of their internal records and memos should be able to cure this disagreement. The 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 repairable. Two service reps have told me this now. They're misleading the public and because it's a design flaw in the Encore it means they're selling it across the nation like this. They can fix it or replace it. that is the only acceptable response we will accept. Stop charging our service contract with felonious charges of unnecessary repairs. multiple 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 2014 Buick Encores.  We did not sell a vehicle nor did we admit to selling a vehicle with a known issue. Accordingly 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.

I am [redacted] the General Sales Manager here at Liberty Buick. I was not aware of this situation until I recieved the complaint in my email yesterday.  I did speak to Mrs. [redacted] yesterday and I had the paperwork personally delivered to her house.  I am very sorry for any...

inconvenience this may have caused. I did speak with Mrs [redacted] today and she is now happy,  she also spoke very highly of [redacted] her salesperson. Thank you again, [redacted]

Dear Revdex.com;This response upsets me even more because once again Liberty Buick is lying. Tim found the car, secured the cashiers check and the purchase was all completed on the same day. So the excuse they submitted in this response is a lie. There was no reason to run my credit. The 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,[redacted]