We did not reply before because we were waiting to solve this issue with our costumer firstHowever, we have not being able to talk with [redacted] yetOn December 1st at pm, we left a message to [redacted] asking him to come to Direct Auto Mall so we can trade his wheelsThe number that we used to contact him was [redacted] He can also call us on [redacted] and ask to talk with [redacted] or [redacted] Thank you
We are really sorry to hear that our customer feels this way, and we will do everything to ensure [redacted] will be satisfiedHere is a sum up of everything so far:- repair all wheels – cosmetic repair -swap wheels – filled gas tankAlso, we use “Dealer Socket” as our CRM systemThis system allow us to register all dates and time that our sales person talk to our customerAccording to our system, our sales person, [redacted] , did call Mrs [redacted] many time throughout the whole processLet me know, if you need copy of CRM as well all the service we have providedMeanwhile, our Service Manager, [redacted] , talked to [redacted] and they agreed that [redacted] will send us copies of his expenses so that we can see what we can refund him as well as schedule an appointment to come to our store and see if we can get a used or aftermarket wheel [redacted] might come on Dec 12thTell us why here
Dear HandlerWe have been trying to talk to Mr [redacted] since December 24th to let him know that his car is ready.I also called him today, 12.31.15, to let him know that in order to refund him we need to know how much his bank interest isI left him a voice mail, and if you happen to talk with Mr [redacted] first than us, please have him to give me a callMy name is [redacted] and my cellphone is [redacted] Thank you
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedThanks for your help! Regards, [redacted]
We have made several attempts to contact the customer without success.Please call us at [redacted] and ask for me[redacted] Operations Manager [redacted]
All customer's concerns were addressedWe provided a loaner vehicle while we had the car being inspected and serviced at a franchise DealerWe also installed a roof rack per customer's requestCustomer left our dealership 100% satisfied.Sincerely,Direct Auto Mall Team
Dear HandlerWe believe there was a misunderstanding between our customer and each dealer he talked to with regard to his warranty Even though the truck is from Canada, the truck does have warranty, and it can be repaired at any [redacted] dealerNonetheless, our sales Manager, [redacted] [redacted] , called our Mr [redacted] and set up an appointment so he can come to our store today, January 4th We will help him to find a [redacted] authorized dealer and get his warranty
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedI would like to add that I did not receive my key fob until Monday, June 5th and also that same night I called ** Financial and they had to reach out to the dealer for the payoffIt is unfortunate that I had to contact you in order for this business to fulfill their commitment to me Regards, [redacted]
We are sorry that Mrs [redacted] feels that our sales consultant tried to deceive herWe believe it was a misunderstanding since we do not offer the service of canceling customers' car platesThat is something that the customer is always in charge of doing it, not only at Direct Auto Mall but also at any other car dealershipIn the same way, we would never be able to sell or register plates illegally as Mrs [redacted] statedHowever, because we value our customers business and want to have a good relationship, we going to refund her for the excice tax We already mailed to Mrs [redacted] the check # [redacted] of $We also called her letting her know that we sent her a check, explained that she is responsible for canceling the plates and paying the fee Mrs [redacted] said she is satisfied with this resolution and will remove this complaintBest Regards [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Dear *** ***I am so glad to have spoken with you and have the opportunity to solve your problem, thanks for bringing this issue to our attention and giving us you feedback, this gives us the opportunity to fix such problems and improve our follow up processOnce again I am sorry for your
inconveniences and thanks for being so understanding.Regards*** ***Sales Manager
Revdex.com:
I have reviewed the response submitted by the business and have
determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
After multiple conversations about the issue we decided that the best outcome would be to buy the vehicle back from customer and also give customer his money backWe agreed that this would be best alternative and we have already bought the truck back and issued the refundWe also offered to buy a similar vehicle for the customer that is manufactured in the United States so we would not have the same issuesWe are currently working on finding this vehicle and one of our sales representatives has been in contact with customer
Initial Business Response /* (1000, 5, 2016/01/05) */
*** requested evaluation of a noise in the front of a truck he had recently purchasedOur technicians inspected the vehicle, found that the front shocks were leaking oil, and the front sway bar bushings were in poor conditionWe discussed
the findings with ***, explained the mechanical defects to him and *** approved the work
Diagnosing "noises" which are not a mechanical defect is difficultOur responsibility is to make every effort to satisfy the customer request while insuring vehicle reliability and safetyOnce the work was completed, *** picked up his vehicle*** contacted us the following day with continuing concerns about "noise" which he refers to as a squeakHe was informed that it would be the following week (it was on a Friday when he called) before we could get his vehicle back in and evaluate the continued noise
On Tuesday, Dec15th *** stopped by with his vehicle and ask our technicians to look at an engine issue he was havingWe found a damaged vacuum line, which was repaired on the spot, with no charge to ***During his visit he did not ask again to have the noise checked*** called again on December 28th and ask about the noise againAt this time I (the company owner, Steve) explained to *** that he should seek out another service provider to evaluate his noise
This decision was made based on our previous experience in providing *** service on his other vehiclesWe have serviced an older Mazda pick up on different occasions from November of through April of Of those visits, we billed *** a total of $for service work and awarded warranty credits in the amount of $due to customer concerns about noise and perceived leaks in power steering systems*** also had us service a Honda Civic for brake maintenance, only to have concerns and complaints about noise in the brake system after service
We as a service provider see a definite pattern of customer complaints and concerns after all service work provided, regardless of what type of work has been requested and approvedBecause of the repetitive customer complaints, we have determined that it would be in both ***'s and the company's best interests if he seeks another service provider
When *** last called on Dec28th he did not request any type of refund until after our request for him to seek out another service providerIn regard to his request for a refund, we have a month 24,mile warranty replacement policy for defective parts or workmanship on all of our services providedThe requested refund we feel is not valid, because the parts replaced were defective, and the replacement was approved by the customer prior to the work being done
*** has a vehicle that is years old with mostly original parts, there are many more moving parts that may produce a "noise" outside of the parts replacedWe have been as supportive in the past as we were able to be with ***'s continued concerns, however, it is apparent to us that we are not able to provide the level of service he expectsThat is the basis of our request to have *** find another service provider
Hi This is ***, and I am in charge of Marketing DepartmentThank you for giving us the opportunity to go over this issueUsually, it takes between to days to conclude a cancellation and a refund of a gap insuranceI called Mrs***' bank (***), and they confirmed that they
have received our check and applied towards Mrs*** loanI was told she can call them at 1-*** give her member number, and they will tell her the updated amount as well as answer any other questions she might have.Let me know if a can help with something else. ***Direct Auto Mall Marketing Director
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I did not pickup wheels, I was persuaded to come to the dealership on the word of *** that I was getting NEW wheels, those were his words, not once in the conversation we had was the sentence " we're going to replace your damaged wheels with another used set of damaged wheels off another used vehicle", because if I heard those words I wouldn't have wasted hours of my Saturday to sit at this dealership under those circumstances, I would have never agreed to that dealOnce I was there and was informed of the situation I told them numerous times to remove my truck from there lift and remove from there garage, the service manager then came over to talk to me and inform me that of the wheels on the truck were in decent to newer condition and to check out for myself, then decide from there if I wanted to switch, after sitting and dealing with lies for hours, and for the fact that at least one of the wheels on my truck were unsafe and a driving hazard I agreed to switch out, on the condition that when they recieved another truck like mine, which was supposedly in weeks from time of service, ( weeks ago ), they would contact me to replace the other And to this point no contact has been madeThis dealership is a scam, a ripoff, and is being operated by con menThey take piss poor care of the vehicles in there care which I have seen first hand with my own truck I traded in weeks prior in worse condition than when I traded inThis could have been dealt with professionally, amicably, but since the dealer and salesman all decided to lie, one after another, it has reached this pointFirst my wheels were damaged mysteriously, then they were supposedly switched out on to another vehicle, something I was told was never done with any vehicle on there lot, to a blatent flat out lie that I was receiving another set of used wheels to switch out with mine, a decision even the mechanic thought was preposterous, and even said himself he wouldn't have even switched two of them because they were so damaged I'm done dealing with this dealer, this place is a joke, worst car buying experience I've ever had, and I've owned a lot of vehiclesI'm done with their ***, I want no contact with them, I'm done wasting my time and done listening to liesFor the fact they replied to this stating wheels were switched and not shows their incompetence, their stupidity, or their lack of knowledge that is going on within the organization.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
We did not reply before because we were waiting to solve this issue with our costumer firstHowever, we have not being able to talk with *** *** yetOn December 1st at pm, we left a message to *** asking him to come to Direct Auto Mall so we can trade his wheelsThe
number that we used to contact him was *** He can also call us on *** and ask to talk with *** or ***Thank you
Thank you for reaching out to solve this matter. We already sent 2 checks to ours customerPlease see attached fileI also called Mrs *** to confirm if she got our checksI left her a voicemail, but I would appreciate if you can talk to her and let me know if it is all
set. Best***Recruiting & Marketing Director
We did not reply before because we were waiting to solve this issue with our costumer firstHowever, we have not being able to talk with [redacted] yetOn December 1st at pm, we left a message to [redacted] asking him to come to Direct Auto Mall so we can trade his wheelsThe number that we used to contact him was [redacted] He can also call us on [redacted] and ask to talk with [redacted] or [redacted] Thank you
We are really sorry to hear that our customer feels this way, and we will do everything to ensure [redacted] will be satisfiedHere is a sum up of everything so far:- repair all wheels – cosmetic repair -swap wheels – filled gas tankAlso, we use “Dealer Socket” as our CRM systemThis system allow us to register all dates and time that our sales person talk to our customerAccording to our system, our sales person, [redacted] , did call Mrs [redacted] many time throughout the whole processLet me know, if you need copy of CRM as well all the service we have providedMeanwhile, our Service Manager, [redacted] , talked to [redacted] and they agreed that [redacted] will send us copies of his expenses so that we can see what we can refund him as well as schedule an appointment to come to our store and see if we can get a used or aftermarket wheel [redacted] might come on Dec 12thTell us why here
Dear HandlerWe have been trying to talk to Mr [redacted] since December 24th to let him know that his car is ready.I also called him today, 12.31.15, to let him know that in order to refund him we need to know how much his bank interest isI left him a voice mail, and if you happen to talk with Mr [redacted] first than us, please have him to give me a callMy name is [redacted] and my cellphone is [redacted] Thank you
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedThanks for your help! Regards, [redacted]
We have made several attempts to contact the customer without success.Please call us at [redacted] and ask for me[redacted] Operations Manager [redacted]
Hi [redacted] .We sent a check to Capital One on total of $9,check #***(see document attached) Best regard [redacted]
All customer's concerns were addressedWe provided a loaner vehicle while we had the car being inspected and serviced at a franchise DealerWe also installed a roof rack per customer's requestCustomer left our dealership 100% satisfied.Sincerely,Direct Auto Mall Team
Dear HandlerWe believe there was a misunderstanding between our customer and each dealer he talked to with regard to his warranty Even though the truck is from Canada, the truck does have warranty, and it can be repaired at any [redacted] dealerNonetheless, our sales Manager, [redacted] [redacted] , called our Mr [redacted] and set up an appointment so he can come to our store today, January 4th We will help him to find a [redacted] authorized dealer and get his warranty
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedI would like to add that I did not receive my key fob until Monday, June 5th and also that same night I called ** Financial and they had to reach out to the dealer for the payoffIt is unfortunate that I had to contact you in order for this business to fulfill their commitment to me Regards, [redacted]
We are sorry that Mrs [redacted] feels that our sales consultant tried to deceive herWe believe it was a misunderstanding since we do not offer the service of canceling customers' car platesThat is something that the customer is always in charge of doing it, not only at Direct Auto Mall but also at any other car dealershipIn the same way, we would never be able to sell or register plates illegally as Mrs [redacted] statedHowever, because we value our customers business and want to have a good relationship, we going to refund her for the excice tax We already mailed to Mrs [redacted] the check # [redacted] of $We also called her letting her know that we sent her a check, explained that she is responsible for canceling the plates and paying the fee Mrs [redacted] said she is satisfied with this resolution and will remove this complaintBest Regards [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Dear *** ***I am so glad to have spoken with you and have the opportunity to solve your problem, thanks for bringing this issue to our attention and giving us you feedback, this gives us the opportunity to fix such problems and improve our follow up processOnce again I am sorry for your
inconveniences and thanks for being so understanding.Regards*** ***Sales Manager
Revdex.com:
I have reviewed the response submitted by the business and have
determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
After multiple conversations about the issue we decided that the best outcome would be to buy the vehicle back from customer and also give customer his money backWe agreed that this would be best alternative and we have already bought the truck back and issued the refundWe also offered to buy a similar vehicle for the customer that is manufactured in the United States so we would not have the same issuesWe are currently working on finding this vehicle and one of our sales representatives has been in contact with customer
Initial Business Response /* (1000, 5, 2016/01/05) */
*** requested evaluation of a noise in the front of a truck he had recently purchasedOur technicians inspected the vehicle, found that the front shocks were leaking oil, and the front sway bar bushings were in poor conditionWe discussed
the findings with ***, explained the mechanical defects to him and *** approved the work
Diagnosing "noises" which are not a mechanical defect is difficultOur responsibility is to make every effort to satisfy the customer request while insuring vehicle reliability and safetyOnce the work was completed, *** picked up his vehicle*** contacted us the following day with continuing concerns about "noise" which he refers to as a squeakHe was informed that it would be the following week (it was on a Friday when he called) before we could get his vehicle back in and evaluate the continued noise
On Tuesday, Dec15th *** stopped by with his vehicle and ask our technicians to look at an engine issue he was havingWe found a damaged vacuum line, which was repaired on the spot, with no charge to ***During his visit he did not ask again to have the noise checked*** called again on December 28th and ask about the noise againAt this time I (the company owner, Steve) explained to *** that he should seek out another service provider to evaluate his noise
This decision was made based on our previous experience in providing *** service on his other vehiclesWe have serviced an older Mazda pick up on different occasions from November of through April of Of those visits, we billed *** a total of $for service work and awarded warranty credits in the amount of $due to customer concerns about noise and perceived leaks in power steering systems*** also had us service a Honda Civic for brake maintenance, only to have concerns and complaints about noise in the brake system after service
We as a service provider see a definite pattern of customer complaints and concerns after all service work provided, regardless of what type of work has been requested and approvedBecause of the repetitive customer complaints, we have determined that it would be in both ***'s and the company's best interests if he seeks another service provider
When *** last called on Dec28th he did not request any type of refund until after our request for him to seek out another service providerIn regard to his request for a refund, we have a month 24,mile warranty replacement policy for defective parts or workmanship on all of our services providedThe requested refund we feel is not valid, because the parts replaced were defective, and the replacement was approved by the customer prior to the work being done
*** has a vehicle that is years old with mostly original parts, there are many more moving parts that may produce a "noise" outside of the parts replacedWe have been as supportive in the past as we were able to be with ***'s continued concerns, however, it is apparent to us that we are not able to provide the level of service he expectsThat is the basis of our request to have *** find another service provider
Hi This is ***, and I am in charge of Marketing DepartmentThank you for giving us the opportunity to go over this issueUsually, it takes between to days to conclude a cancellation and a refund of a gap insuranceI called Mrs***' bank (***), and they confirmed that they
have received our check and applied towards Mrs*** loanI was told she can call them at 1-*** give her member number, and they will tell her the updated amount as well as answer any other questions she might have.Let me know if a can help with something else. ***Direct Auto Mall Marketing Director
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I did not pickup wheels, I was persuaded to come to the dealership on the word of *** that I was getting NEW wheels, those were his words, not once in the conversation we had was the sentence " we're going to replace your damaged wheels with another used set of damaged wheels off another used vehicle", because if I heard those words I wouldn't have wasted hours of my Saturday to sit at this dealership under those circumstances, I would have never agreed to that dealOnce I was there and was informed of the situation I told them numerous times to remove my truck from there lift and remove from there garage, the service manager then came over to talk to me and inform me that of the wheels on the truck were in decent to newer condition and to check out for myself, then decide from there if I wanted to switch, after sitting and dealing with lies for hours, and for the fact that at least one of the wheels on my truck were unsafe and a driving hazard I agreed to switch out, on the condition that when they recieved another truck like mine, which was supposedly in weeks from time of service, ( weeks ago ), they would contact me to replace the other And to this point no contact has been madeThis dealership is a scam, a ripoff, and is being operated by con menThey take piss poor care of the vehicles in there care which I have seen first hand with my own truck I traded in weeks prior in worse condition than when I traded inThis could have been dealt with professionally, amicably, but since the dealer and salesman all decided to lie, one after another, it has reached this pointFirst my wheels were damaged mysteriously, then they were supposedly switched out on to another vehicle, something I was told was never done with any vehicle on there lot, to a blatent flat out lie that I was receiving another set of used wheels to switch out with mine, a decision even the mechanic thought was preposterous, and even said himself he wouldn't have even switched two of them because they were so damaged I'm done dealing with this dealer, this place is a joke, worst car buying experience I've ever had, and I've owned a lot of vehiclesI'm done with their ***, I want no contact with them, I'm done wasting my time and done listening to liesFor the fact they replied to this stating wheels were switched and not shows their incompetence, their stupidity, or their lack of knowledge that is going on within the organization.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
We did not reply before because we were waiting to solve this issue with our costumer firstHowever, we have not being able to talk with *** *** yetOn December 1st at pm, we left a message to *** asking him to come to Direct Auto Mall so we can trade his wheelsThe
number that we used to contact him was *** He can also call us on *** and ask to talk with *** or ***Thank you
Thank you for reaching out to solve this matter. We already sent 2 checks to ours customerPlease see attached fileI also called Mrs *** to confirm if she got our checksI left her a voicemail, but I would appreciate if you can talk to her and let me know if it is all
set. Best***Recruiting & Marketing Director