To Whom it may concern,Mr [redacted] purchased a GMC Acadia from us on July 16, At the time of purchase, Mr [redacted] lived in Missouri and was in the process of moving to Illinois His loan and current address were MissouriMr [redacted] asked his sales person to relay an Illinois address to the office for the purpose of mailing his paperwork because he was in the process of moving and would no longer have access to that address by the time the paperwork was mailedAt the time the paperwork was sent to the customer, the office missed the note in the deal and sent the paperwork to the Missouri address The paperwork was never returned to us and we had to apply for a duplicate Certificate of Origin from General Motors It took two attempts at requesting the Certificate of Origin for us to obtain itWhen we realized that we had sent the paperwork to the wrong address and that it would take some time to rectify, we graciously offered to pay any tickets, fines or fees that could potentially be incurred as a result of our mistake We let Mr [redacted] know we would rectify the situation and take responsibility for any cost incurred as a result of our errorMr [redacted] did ask for us to pay his sales tax and license and titling fees We explained that we would pay any penalties, fines or tickets; however, the taxes, licensing and titling are part of the cost of purchasing a new vehicle and that would be Mr [redacted] ’s responsibilityFrom reading Mr [redacted] ’s complaint, it seems as though he is upset at us for paying for the late fees and any penalty arising from the late registration, and we are sorry to upset him in this mannerWhen we realized that he could potentially be pulled over and receive a ticket because of time it was taking, we issued him a signed letter to carry with him in the vehicle explaining that the customer had fulfilled their obligation to the dealership in paying for the vehicle, and the reason for the delay was our dealership waiting for a duplicate Certificate of Origin from General MotorsOn several occasions Mr [redacted] requested that he felt the dealership should pay his taxes, registration and titling fees We reassured him that we would pay late penalties and any tickets he received as a result of not having the vehicle properly registeredThe dealership did err in mailing the original paperwork to the wrong mailing address We did everything in our power to rectify that situation as quickly as we could We had not run into a customer moving to a different state while the paperwork was in process before, thus the confusion about the change of address formWe have apologized to Mr [redacted] for this inconvenienceOn October 18, 2016, he had his vehicle in for service and we talked He asked for reimbursement on his taxes and title and registration I explained that I could not, but again offered mats and he said he did not want mats, but would accept oil changes I agreed to that and had service add oil changes to his service record He asked me at that point if those would be good at another dealership if he moved again I told him that they were internal to our dealership, but that if he moved out of the area he should call me and we would take that fact into consideration if or when that event occurredThe delay in General Motors providing us a duplicate Certificate of Origin for Mr [redacted] did not affect their ability to drive the vehicle, therefore we will not be participating in his license and title feesLicense and title fees are a standard part of purchasing a vehicle.Respectfully, [redacted] , Customer Service ManagerLaura Buick-GMC
To whom it may concern, Mrand Mrs [redacted] were interested in taking advantage of the 20% rebate GM offered during the first part of July In this sale, certain Sierra trucks were given a 20% Incentive by GMWhat they omitted in their complaint is that they had already been in our dealership, and the exact vehicle they wanted existed with the 20% rebateMrand Mrs [redacted] were unable to make up their mind exactly which vehicle they wanted, and in the time they were thinking about the vehicle in the showroom that day, another customer proceeded to purchase the vehicleIn every description of every truck included in the 20% sale, they were all clearly listed as, “being sold on a first-come, first-served basisNo deposits or holds, no exceptions.” So, with plan ‘A’ sold, we went to work seeing what other vehicles may be available for their purchaseBy this point, we had sold close to crew cab trucks in a day period, and our inventory of grounded-stock new trucks was close to completely depletedAt this point, we were trying to sell off a list of incoming units, not yet delivered to our storeThere was one incoming truck that met the description of color, options and drive configuration that we were able to locate for the customerAgain, GM dictated which vehicles were eligible for the incentive, and they allocated the incentives to us accordinglyThe salesperson, [redacted] and sales manager, [redacted] offered Mrand Mrs [redacted] the opportunity to place a $deposit on the vehicle so they would have the first opportunity to purchase the inbound unit,-an opportunity we did not extend to every customer but we did for them in order to help them buy a truck during the 20% saleA deposit is earnest money toward the saleIf they back out of the sale for whatever reason, we have no ability to keep it- simply put, we don’t make a living on keeping customers’ deposits When the truck arrived, we showed Mrand Mrs [redacted] the vehicle, they test drove, but at this time the truck was unacceptable to them because it had an 8” shorter bed than a standard bedNothing ever changed in regard to the offer of incentive money, our discount or their ability to buy the vehicleIf they wanted, it was theirs This same day, [redacted] and [redacted] showed them the pricing difference between the short bed 20% unit, and the same truck with a standard bed that did not have the 20% incentiveYes, the pricing difference was close to $for inches of additional bed lengthThe disparity in price was due to one truck having a 20% incentive- equaling roughly $in rebate versus $for the standard incentivesFor the record, Mr [redacted] wanted to purchase the shorter bed truck, but Mrs [redacted] was against the idea We did not have another vehicle identical to the one they wanted to buy available for the 20% saleWe did our best to provide them a vehicle with every option and in the color they wanted, but the bed length ended up not being available for purchase with the incentive they desiredMrand Mrs [redacted] lost the opportunity to buy the truck they truly wanted by not arriving at a purchase decision on time the very first day they were here We did tell Mrand Mrs [redacted] they had until August to make up their mind if they wanted the standard bed truck with the standard incentives for July, as incentives would change on August 2, Later in the week of August 1, 2016, Mrs [redacted] called in and demanded to speak to the owner to discuss her situationShe spoke with our customer service manager, [redacted] , who informed Mrs [redacted] that it is ***’s job to handle any and all customer complaints Ownership did not return calls to Mrs [redacted] Our management structure empowers our managers to ensure our customers’ satisfactionMrs [redacted] called in on August 8, 2016, and again talked with [redacted] It was at this time Mrs [redacted] told [redacted] , “I heard you guys sold something like cars last monthI figure $per car sold would be sufficient for my aggravation and trouble.” [redacted] brought this to my attention the morning of August At first glance, quick mental math and common sense had me thinking the customer was asking for $4,000- a portion of the $more the standard bed truck wasThen I grabbed my calculator and realized THE CUSTOMER WAS ASKING US FOR $40,NO, THAT IS NOT A TYPO- THAT IS FORTY-THOUSAND DOLLARS!!! She wanted a free truck At that point, this situation went from unfortunate to extortionI informed [redacted] we were no longer interested in selling Mrand Mrs [redacted] a vehicle, we would refund their $deposit that held the standard bed truck with standard incentives, and we would be parting waysAt this point, Mrand Mrs [redacted] are free to purchase their new truck anywhere but this dealershipWe do not appreciate the customer asking us for $40,because they missed out on the truck of their dreamsWhen [redacted] called Mrs [redacted] back to tell her the deposit had been refunded, that her request for $per vehicle we sold in July was denied and we had no further interest in selling them a truck, Mrs [redacted] responded with, “What do you mean? Your dealership had the best prices and we wanted to buy from you.” Yes, we do have the best prices- it is no accident we are the second largest volume GMC dealer in the countryWe bend over backwards every day to delight and serve our customers with the utmost of respect and dignityIn return we ask for the same respect and courtesy When a customer crosses a line and their demands become extortion, we cut ties and part waysThat is what we are doing hereMrand Mrs [redacted] are free to purchase their vehicle anywhere but hereWe will not be extorted for simply attempting to help them purchase a carAs for a call from ownership, consider this letter their correspondence with ownership We are parting ways with Mrand Mrs [redacted] at this point, we have already refunded their deposit and have told them to purchase elsewhere Respectfully, [redacted] General Manager Laura Buick-GMC [redacted] Collinsville, IL [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/05/06) */ To whom it may concern, [redacted] and [redacted] purchased a Chevrolet Avalanche from our dealership on March 27, In the time leading up to the vehicle delivery, Mrand Mrs [redacted] had asked us to also provide them financing options for the vehicle they were purchasing, and we provided our finance office with a buyer's order signed by Mrand Mrs [redacted] with all the facts and figures of the Avalanche they were purchasing This buyer's order has listed a purchase price of $14995, Illinois Tax of $and Documentations Fee, Title and License total of $360, bringing the 'unpaid balance' to $Mrand Mrs [redacted] indicated at time of initial buyer's order signing that they were also going to put down $towards the purchase of the vehicle, an amount to be collected later, at time of vehicle delivery Mrand Mrs [redacted] did not come in to finalize the purchase of the vehicle and take delivery for a couple of daysIn that time, they obtained a copy of the purchase agreement from our dealership and obtained their own financing from their local lending institutionThe copy of the purchase agreement they took to their local lending institution contained the same facts and figures of the original they signed with us, with an unpaid balance of $16,and still showed the $down paymentOne can only reasonably assume their lending institution lent them the $with the understanding the customers were going to put down an additional $to fulfill all terms of the buyer's order When [redacted] our customer relations manager, called Mrand Mrs [redacted] to inquire about the $the deal was short, [redacted] asked the customer for a copy of their receipt for the missing $500, or a copy of the check they wrote for the $ [redacted] did not set out demanding payment of the $500.00; rather, she was finding out factual information as to determine whether the monies owed to the dealership had been paid or notIn the initial phone call, Mr [redacted] told [redacted] he did not knowMr [redacted] then handed the phone to Mrs***, who spoke with ***, at which point Mrs [redacted] told [redacted] that they (the ***) were only going to pay us the $if we (our dealership) were going to provide their financingMrs [redacted] then told [redacted] that no one went over the buyer's order with them, so [redacted] went over the buyer's order again, line by line, and which point, Mrs [redacted] AGREED she owed the money but no one told her that at time of purchase Then, Mrs [redacted] then told [redacted] that she felt like they did not owe the moneyAt this point, [redacted] asked them, if in good conscience, they knew they owed the money but were not going to pay itAt that point, Mrs [redacted] told [redacted] that if they had somehow overpaid, that we would not have returned any excess funds, to which [redacted] replied that we have had a customer overpay, and we return any funds not owed or due to us 100% of the time At that point, Mrs [redacted] said she wanted to talk to [redacted] again, because he had done the paperwork [redacted] had told her again that yes, the monies were owed to usAt this point, Mrs [redacted] began to get belligerent and basically told us that because we didn't ask for the check at the time of delivery, we were out of the $500, despite having signed a contract stating they agreed to pay that amount It was at this point I was made aware of this situationThe facts of the transaction were very clear to me, and I asked both [redacted] and [redacted] how the prior conversations had gone, and when the customer was going to be paying the monies due our storeThey both indicated the conversations had not gone well, and the customer was not going to pay the money WE AGREED TO and had a signed contractual agreement with the customerAt that point, I told them to firmly tell the customers they can pay the $due our store by Wednesday, April 22, or we will contact the authoritiesI did not tell either [redacted] or [redacted] that we would have them arrestedIf that is what was construed to the customer, that was not the original intent In Mrand Mrs***' complaint letter they say "...or asking us directly for the $500.00, which we told them that morning we were not doingWe came prepared to pay the TOTAL." To this, I admit we made a mistake [redacted] missed this payment because we thought we had already been paidIt DOES NOT imply a change to the written order (read: contract), nor a reduction in the 'Unpaid Balance' stated on line of the written buyer's order Also in the initial complaint letter, Mrand Mrs [redacted] say, "We would have had no problem paying the $that it was apparently supposed to be, had they just politely & calmly called to explain their mistake"This was the first phone call from ***After Mrs [redacted] indicated she would have to "think about whether she was going to pay or not", despite having agreed with all the facts and figures on the buyers order, having been again explained to her line by line by ***, that our tone became more firm Fortunately, we are not a professional collection agency, nor are we frequently tasked with having to call a customer and ask for funds the customer neglected to payIt is uncommon for us to do so, but we will not back down from collecting all funds due to our dealership per a signed buyer's agreementWe have never had a customer respond to a call to collect in over years of business in the same manner in which the [redacted] did Was our end of the situation handled perfectly? Perhaps notI can say that in the first phone call to the [redacted] that [redacted] apologized ad nauseam for any misunderstanding there was***'s tone was not rude, nor firm in this conversationAgain, our tone did not become more firm until after Mrs [redacted] agreed they owed the $500, but would have to "think about whether she was going to pay." I am not in a position to offer the [redacted] a discount of the $they owe us, especially given the fact given the fact they have admitted they owe itWe are not seeking any other money, interest, or penalties in addition to the $we are owed to make the car deal wholeWe simply would like to be paid so we can file the car deal away, and so each party can go in their respective directions We will accept a personal check, credit card or debit card to accept payment of the $ The [redacted] are in the wrong here- they owe the $per our contract Respectfully, [redacted] III
To Whom it may concern,After speaking with the customer, we had the vehicle back to our service department and repaired the vehicle at no cost to the customer. We replaced the catalytic converter and their vehicle should not have any trouble passing Missouri Emissions test at this point.... Respectfully, [redacted] Laura Buick-GMC
Dear Mr***, I have read your request thoroughly and compared it to the dealership records The vehicle was purchased “AS IS” with no warranty implied or intended of any kindOn March 17, You have signed to documents to that effect You also stated that you had used your air conditioning several timesAt the time of purchase you had noticed a misfire and both the Sales Manager and your Sales person were more than gracious in offering to find out what had caused the misfire and the resulting PcodeWe offered to repair that issue as a one-time goodwill gesture, not to imply warranty of any kindThe misfire issue was caused by the spark plugs, which we replaced at no charge to you The mechanic who replaced the spark plugs was aware that the air conditioning lines were in the way of the spark plugs and rather than go over the top to change the spark plugs went around the side of the air conditioning hoses that were in the wayWe know he did this because he went in from the fender by removing the tire and inner fender liner to replace the spark plugs, rather than over the top of the motor to maximize accessibility to the spark plugsThe mechanic had also noted on the repair order that there was a/c dye around the expansion valve near the hoses indicative of a pre-existing conditionOn Friday April you spoke with our Service Manager who discussed the fact that you blamed the repair for the air conditioning issue and he offered to let you bring the vehicle in for him to inspect He also told you that if it was something that we had done we would take care of the repair He explained that it was the weekend and he would not have mechanics that could work on the vehicle until the following week as we do not have evening or Saturday service hoursYou did not bring the vehicle back to us for that inspection even after we offered to look at it the next weekYou decided to take it to another repair facility, you gave them permission to repair your vehicle, and you paid them for the work performed, even after we had offered to take a look at itYou were offered an opportunity to have the vehicle inspected by a third party prior to purchase, you were offered an extended warranty at time of delivery (which you declined), and you purchased the vehicle AS-IS, with no warranty expressed nor impliedThe $that you have request will not be reimbursed to you
To Whom it may concern,Mr [redacted] purchased a GMC Acadia from us on July 16, At the time of purchase, Mr [redacted] lived in Missouri and was in the process of moving to Illinois His loan and current address were MissouriMr [redacted] asked his sales person to relay an Illinois address to the office for the purpose of mailing his paperwork because he was in the process of moving and would no longer have access to that address by the time the paperwork was mailedAt the time the paperwork was sent to the customer, the office missed the note in the deal and sent the paperwork to the Missouri address The paperwork was never returned to us and we had to apply for a duplicate Certificate of Origin from General Motors It took two attempts at requesting the Certificate of Origin for us to obtain itWhen we realized that we had sent the paperwork to the wrong address and that it would take some time to rectify, we graciously offered to pay any tickets, fines or fees that could potentially be incurred as a result of our mistake We let Mr [redacted] know we would rectify the situation and take responsibility for any cost incurred as a result of our errorMr [redacted] did ask for us to pay his sales tax and license and titling fees We explained that we would pay any penalties, fines or tickets; however, the taxes, licensing and titling are part of the cost of purchasing a new vehicle and that would be Mr [redacted] ’s responsibilityFrom reading Mr [redacted] ’s complaint, it seems as though he is upset at us for paying for the late fees and any penalty arising from the late registration, and we are sorry to upset him in this mannerWhen we realized that he could potentially be pulled over and receive a ticket because of time it was taking, we issued him a signed letter to carry with him in the vehicle explaining that the customer had fulfilled their obligation to the dealership in paying for the vehicle, and the reason for the delay was our dealership waiting for a duplicate Certificate of Origin from General MotorsOn several occasions Mr [redacted] requested that he felt the dealership should pay his taxes, registration and titling fees We reassured him that we would pay late penalties and any tickets he received as a result of not having the vehicle properly registeredThe dealership did err in mailing the original paperwork to the wrong mailing address We did everything in our power to rectify that situation as quickly as we could We had not run into a customer moving to a different state while the paperwork was in process before, thus the confusion about the change of address formWe have apologized to Mr [redacted] for this inconvenienceOn October 18, 2016, he had his vehicle in for service and we talked He asked for reimbursement on his taxes and title and registration I explained that I could not, but again offered mats and he said he did not want mats, but would accept oil changes I agreed to that and had service add oil changes to his service record He asked me at that point if those would be good at another dealership if he moved again I told him that they were internal to our dealership, but that if he moved out of the area he should call me and we would take that fact into consideration if or when that event occurredThe delay in General Motors providing us a duplicate Certificate of Origin for Mr [redacted] did not affect their ability to drive the vehicle, therefore we will not be participating in his license and title feesLicense and title fees are a standard part of purchasing a vehicle.Respectfully, [redacted] , Customer Service ManagerLaura Buick-GMC
To whom it may concern, Mrand Mrs [redacted] were interested in taking advantage of the 20% rebate GM offered during the first part of July In this sale, certain Sierra trucks were given a 20% Incentive by GMWhat they omitted in their complaint is that they had already been in our dealership, and the exact vehicle they wanted existed with the 20% rebateMrand Mrs [redacted] were unable to make up their mind exactly which vehicle they wanted, and in the time they were thinking about the vehicle in the showroom that day, another customer proceeded to purchase the vehicleIn every description of every truck included in the 20% sale, they were all clearly listed as, “being sold on a first-come, first-served basisNo deposits or holds, no exceptions.” So, with plan ‘A’ sold, we went to work seeing what other vehicles may be available for their purchaseBy this point, we had sold close to crew cab trucks in a day period, and our inventory of grounded-stock new trucks was close to completely depletedAt this point, we were trying to sell off a list of incoming units, not yet delivered to our storeThere was one incoming truck that met the description of color, options and drive configuration that we were able to locate for the customerAgain, GM dictated which vehicles were eligible for the incentive, and they allocated the incentives to us accordinglyThe salesperson, [redacted] and sales manager, [redacted] offered Mrand Mrs [redacted] the opportunity to place a $deposit on the vehicle so they would have the first opportunity to purchase the inbound unit,-an opportunity we did not extend to every customer but we did for them in order to help them buy a truck during the 20% saleA deposit is earnest money toward the saleIf they back out of the sale for whatever reason, we have no ability to keep it- simply put, we don’t make a living on keeping customers’ deposits When the truck arrived, we showed Mrand Mrs [redacted] the vehicle, they test drove, but at this time the truck was unacceptable to them because it had an 8” shorter bed than a standard bedNothing ever changed in regard to the offer of incentive money, our discount or their ability to buy the vehicleIf they wanted, it was theirs This same day, [redacted] and [redacted] showed them the pricing difference between the short bed 20% unit, and the same truck with a standard bed that did not have the 20% incentiveYes, the pricing difference was close to $for inches of additional bed lengthThe disparity in price was due to one truck having a 20% incentive- equaling roughly $in rebate versus $for the standard incentivesFor the record, Mr [redacted] wanted to purchase the shorter bed truck, but Mrs [redacted] was against the idea We did not have another vehicle identical to the one they wanted to buy available for the 20% saleWe did our best to provide them a vehicle with every option and in the color they wanted, but the bed length ended up not being available for purchase with the incentive they desiredMrand Mrs [redacted] lost the opportunity to buy the truck they truly wanted by not arriving at a purchase decision on time the very first day they were here We did tell Mrand Mrs [redacted] they had until August to make up their mind if they wanted the standard bed truck with the standard incentives for July, as incentives would change on August 2, Later in the week of August 1, 2016, Mrs [redacted] called in and demanded to speak to the owner to discuss her situationShe spoke with our customer service manager, [redacted] , who informed Mrs [redacted] that it is ***’s job to handle any and all customer complaints Ownership did not return calls to Mrs [redacted] Our management structure empowers our managers to ensure our customers’ satisfactionMrs [redacted] called in on August 8, 2016, and again talked with [redacted] It was at this time Mrs [redacted] told [redacted] , “I heard you guys sold something like cars last monthI figure $per car sold would be sufficient for my aggravation and trouble.” [redacted] brought this to my attention the morning of August At first glance, quick mental math and common sense had me thinking the customer was asking for $4,000- a portion of the $more the standard bed truck wasThen I grabbed my calculator and realized THE CUSTOMER WAS ASKING US FOR $40,NO, THAT IS NOT A TYPO- THAT IS FORTY-THOUSAND DOLLARS!!! She wanted a free truck At that point, this situation went from unfortunate to extortionI informed [redacted] we were no longer interested in selling Mrand Mrs [redacted] a vehicle, we would refund their $deposit that held the standard bed truck with standard incentives, and we would be parting waysAt this point, Mrand Mrs [redacted] are free to purchase their new truck anywhere but this dealershipWe do not appreciate the customer asking us for $40,because they missed out on the truck of their dreamsWhen [redacted] called Mrs [redacted] back to tell her the deposit had been refunded, that her request for $per vehicle we sold in July was denied and we had no further interest in selling them a truck, Mrs [redacted] responded with, “What do you mean? Your dealership had the best prices and we wanted to buy from you.” Yes, we do have the best prices- it is no accident we are the second largest volume GMC dealer in the countryWe bend over backwards every day to delight and serve our customers with the utmost of respect and dignityIn return we ask for the same respect and courtesy When a customer crosses a line and their demands become extortion, we cut ties and part waysThat is what we are doing hereMrand Mrs [redacted] are free to purchase their vehicle anywhere but hereWe will not be extorted for simply attempting to help them purchase a carAs for a call from ownership, consider this letter their correspondence with ownership We are parting ways with Mrand Mrs [redacted] at this point, we have already refunded their deposit and have told them to purchase elsewhere Respectfully, [redacted] General Manager Laura Buick-GMC [redacted] Collinsville, IL [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/05/06) */ To whom it may concern, [redacted] and [redacted] purchased a Chevrolet Avalanche from our dealership on March 27, In the time leading up to the vehicle delivery, Mrand Mrs [redacted] had asked us to also provide them financing options for the vehicle they were purchasing, and we provided our finance office with a buyer's order signed by Mrand Mrs [redacted] with all the facts and figures of the Avalanche they were purchasing This buyer's order has listed a purchase price of $14995, Illinois Tax of $and Documentations Fee, Title and License total of $360, bringing the 'unpaid balance' to $Mrand Mrs [redacted] indicated at time of initial buyer's order signing that they were also going to put down $towards the purchase of the vehicle, an amount to be collected later, at time of vehicle delivery Mrand Mrs [redacted] did not come in to finalize the purchase of the vehicle and take delivery for a couple of daysIn that time, they obtained a copy of the purchase agreement from our dealership and obtained their own financing from their local lending institutionThe copy of the purchase agreement they took to their local lending institution contained the same facts and figures of the original they signed with us, with an unpaid balance of $16,and still showed the $down paymentOne can only reasonably assume their lending institution lent them the $with the understanding the customers were going to put down an additional $to fulfill all terms of the buyer's order When [redacted] our customer relations manager, called Mrand Mrs [redacted] to inquire about the $the deal was short, [redacted] asked the customer for a copy of their receipt for the missing $500, or a copy of the check they wrote for the $ [redacted] did not set out demanding payment of the $500.00; rather, she was finding out factual information as to determine whether the monies owed to the dealership had been paid or notIn the initial phone call, Mr [redacted] told [redacted] he did not knowMr [redacted] then handed the phone to Mrs***, who spoke with ***, at which point Mrs [redacted] told [redacted] that they (the ***) were only going to pay us the $if we (our dealership) were going to provide their financingMrs [redacted] then told [redacted] that no one went over the buyer's order with them, so [redacted] went over the buyer's order again, line by line, and which point, Mrs [redacted] AGREED she owed the money but no one told her that at time of purchase Then, Mrs [redacted] then told [redacted] that she felt like they did not owe the moneyAt this point, [redacted] asked them, if in good conscience, they knew they owed the money but were not going to pay itAt that point, Mrs [redacted] told [redacted] that if they had somehow overpaid, that we would not have returned any excess funds, to which [redacted] replied that we have had a customer overpay, and we return any funds not owed or due to us 100% of the time At that point, Mrs [redacted] said she wanted to talk to [redacted] again, because he had done the paperwork [redacted] had told her again that yes, the monies were owed to usAt this point, Mrs [redacted] began to get belligerent and basically told us that because we didn't ask for the check at the time of delivery, we were out of the $500, despite having signed a contract stating they agreed to pay that amount It was at this point I was made aware of this situationThe facts of the transaction were very clear to me, and I asked both [redacted] and [redacted] how the prior conversations had gone, and when the customer was going to be paying the monies due our storeThey both indicated the conversations had not gone well, and the customer was not going to pay the money WE AGREED TO and had a signed contractual agreement with the customerAt that point, I told them to firmly tell the customers they can pay the $due our store by Wednesday, April 22, or we will contact the authoritiesI did not tell either [redacted] or [redacted] that we would have them arrestedIf that is what was construed to the customer, that was not the original intent In Mrand Mrs***' complaint letter they say "...or asking us directly for the $500.00, which we told them that morning we were not doingWe came prepared to pay the TOTAL." To this, I admit we made a mistake [redacted] missed this payment because we thought we had already been paidIt DOES NOT imply a change to the written order (read: contract), nor a reduction in the 'Unpaid Balance' stated on line of the written buyer's order Also in the initial complaint letter, Mrand Mrs [redacted] say, "We would have had no problem paying the $that it was apparently supposed to be, had they just politely & calmly called to explain their mistake"This was the first phone call from ***After Mrs [redacted] indicated she would have to "think about whether she was going to pay or not", despite having agreed with all the facts and figures on the buyers order, having been again explained to her line by line by ***, that our tone became more firm Fortunately, we are not a professional collection agency, nor are we frequently tasked with having to call a customer and ask for funds the customer neglected to payIt is uncommon for us to do so, but we will not back down from collecting all funds due to our dealership per a signed buyer's agreementWe have never had a customer respond to a call to collect in over years of business in the same manner in which the [redacted] did Was our end of the situation handled perfectly? Perhaps notI can say that in the first phone call to the [redacted] that [redacted] apologized ad nauseam for any misunderstanding there was***'s tone was not rude, nor firm in this conversationAgain, our tone did not become more firm until after Mrs [redacted] agreed they owed the $500, but would have to "think about whether she was going to pay." I am not in a position to offer the [redacted] a discount of the $they owe us, especially given the fact given the fact they have admitted they owe itWe are not seeking any other money, interest, or penalties in addition to the $we are owed to make the car deal wholeWe simply would like to be paid so we can file the car deal away, and so each party can go in their respective directions We will accept a personal check, credit card or debit card to accept payment of the $ The [redacted] are in the wrong here- they owe the $per our contract Respectfully, [redacted] III
To Whom it may concern,After speaking with the customer, we had the vehicle back to our service department and repaired the vehicle at no cost to the customer. We replaced the catalytic converter and their vehicle should not have any trouble passing Missouri Emissions test at this point.... Respectfully, [redacted] Laura Buick-GMC
Dear Mr***, I have read your request thoroughly and compared it to the dealership records The vehicle was purchased “AS IS” with no warranty implied or intended of any kindOn March 17, You have signed to documents to that effect You also stated that you had used your air conditioning several timesAt the time of purchase you had noticed a misfire and both the Sales Manager and your Sales person were more than gracious in offering to find out what had caused the misfire and the resulting PcodeWe offered to repair that issue as a one-time goodwill gesture, not to imply warranty of any kindThe misfire issue was caused by the spark plugs, which we replaced at no charge to you The mechanic who replaced the spark plugs was aware that the air conditioning lines were in the way of the spark plugs and rather than go over the top to change the spark plugs went around the side of the air conditioning hoses that were in the wayWe know he did this because he went in from the fender by removing the tire and inner fender liner to replace the spark plugs, rather than over the top of the motor to maximize accessibility to the spark plugsThe mechanic had also noted on the repair order that there was a/c dye around the expansion valve near the hoses indicative of a pre-existing conditionOn Friday April you spoke with our Service Manager who discussed the fact that you blamed the repair for the air conditioning issue and he offered to let you bring the vehicle in for him to inspect He also told you that if it was something that we had done we would take care of the repair He explained that it was the weekend and he would not have mechanics that could work on the vehicle until the following week as we do not have evening or Saturday service hoursYou did not bring the vehicle back to us for that inspection even after we offered to look at it the next weekYou decided to take it to another repair facility, you gave them permission to repair your vehicle, and you paid them for the work performed, even after we had offered to take a look at itYou were offered an opportunity to have the vehicle inspected by a third party prior to purchase, you were offered an extended warranty at time of delivery (which you declined), and you purchased the vehicle AS-IS, with no warranty expressed nor impliedThe $that you have request will not be reimbursed to you
Initial Business Response / [redacted] (1000, 9, 2016/02/01) */