Keystone Automotive Sales & Service

Dear *** ***,
We are in receipt of your letter dated June 12, 2015, regarding a complaint made to you by *** *** on 5/4/We have read his allegations and respond in the following manner:
*** *** is not and has not been a customer of ours; it is our understanding that
his daughter purchased the vehicle referenced in his complaint.She purchased the car on or about April 9, from our lotWe sail cars “As-is" however, many cars have after-market warranties that they are sold withThe car she purchased had such warranty, it covers the car for art additional six months up to $1,per jobHowever, because we sell the cars and are not a repair shop, we recommend that customers wishing to utilize their warranty on any repairs call a mechanic to schedule maintenance and to confirm that mechanic honors the warrantyThis was explained to *** ***'s daughter when she purchased the vehicleHowever, *** *** and his daughter alleged a problem and we decided to go above and beyond what we were required to do for them and take a look at the carWe replaced the intake manifest gasket, and while doing so felt that the car needed new brakes as well as several other repairsWe wanted to ensure that the customer was as happy as possible so we did this work for free ever, though we were under no obligation to do the work at all, While we were working on her car we even gave *** ***'s daughter a loaner vehicle so that she would not be without transportationAfter we made the free repairs to the vehicle we let the customers know they could pick up their car and return the loaner vehicleWe again reminded them that we sell cars, and are not a repair shop typically, and that in order to utilize the After Market Warranty on the car they needed to call a repair shopHowever, *** *** and his daughter continued to call the lot with issues that we had no ability and no responsibility to fix*** ***'s daughter even reported a flat-tire to usAt that time we let *** ***'s daughter know she needed to call a repair shop for her tire not the car dealershipAt this time we are offering no additional work or benefits to *** *** or his daughterWe sold them a car as-is, with an after market warrantyInstead of reminding them to utilize that warranty we offered to do repair work for them for free, provide a loaner car and even fixed issues they had not complained aboutAny further issues with the car should be resolved by a repair shop with the After Market WarrantySincerely,
Robert C

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I *** ***, purchased the car as they well know, The vehicle was pointed out to me as the car to buy in the lotI asked important questions about the vehicle and if they did not know the correct answer they should have said as muchThe owner said he went above and beyond but the vehicle was a mess right after purchaseAs a business owner that is your responsibility to your customersAt no time was I told to go to a garage but they were going to handle it without warrantyThis was my purchase, my money in everyway and they need to get there lies, I mean facts, straight
Regards,
*** ***

Dear [redacted],We are in receipt of your letter dated June 12, 2015, regarding a complaint made to you by [redacted] on 5/4/15. We have read his allegations and respond in the following manner:[redacted] is not and has not been a customer of ours; it is our understanding that his daughter purchased...

the vehicle referenced in his complaint.She purchased the car on or about April 9, 2015 from our lot. We sail cars “As-is" however, many cars have after-market warranties that they are sold with. The car she purchased had such warranty, it covers the car for art additional six months up to $1,000 per job. However, because we sell the cars and are not a repair shop, we recommend that customers wishing to utilize their warranty on any repairs call a mechanic to schedule maintenance and to confirm that mechanic honors the warranty. This was explained to [redacted]'s daughter when she purchased the vehicle.However, [redacted] and his daughter alleged a problem and we decided to go above and beyond what we were required to do for them and take a look at the car. We replaced the intake manifest gasket, and while doing so felt that the car needed new brakes as well as several other repairs. We wanted to ensure that the customer was as happy as possible so we did this work for free ever, though we were under no obligation to do the work at all, While we were working on her car we even gave [redacted]'s daughter a loaner vehicle so that she would not be without transportation.After we made the free repairs to the vehicle we let the customers know they could pick up their car and return the loaner vehicle. We again reminded them that we sell cars, and are not a repair shop typically, and that in order to utilize the After Market Warranty on the car they needed to call a repair shop.However, [redacted] and his daughter continued to call the lot with issues that we had no ability and no responsibility to fix. [redacted]'s daughter even reported a flat-tire to us. At that time we let [redacted]'s daughter know she needed to call a repair shop for her tire not the car dealership.At this time we are offering no additional work or benefits to [redacted] or his daughter. We sold them a car as-is, with an after market warranty. Instead of reminding them to utilize that warranty we offered to do repair work for them for free, provide a loaner car and even fixed issues they had not complained about. Any further issues with the car should be resolved by a repair shop with the After Market Warranty.Sincerely,Robert C.