Lithia Subaru of Great Falls

Complaint: [redacted] I am rejecting this response because: I asked manager if it's safe to drive but he didn't answerI asked the manager if I got into an accident and killed someone what would happen he said we would deal with the problem then Sincerely, [redacted]

The vehicle in question was purchased after an initial inspection which was reviewed by the service advisor with the customer that showed none of the issues he presented to the store with after his purchase were wrong at the time of inspection or deliveryThe vehicle was purchased as is after being
serviced by our shop and any incidents post purchase are at the customers expense

First, this customer has received and cashed the $1000.00 check requested.  I have attached documents to show and prove that we have made every effort to make the situation correct with this customer.  Page 1 is the We Owe form showing that we did in fact agree to provide the customer seat...

covers.  Page 2/3 is a copy of the email that was actually sent to her twice and clearly stating several times that we would provide the $1000.00 once the seat covers that were sent were returned to us.  Page 4 shows that, once the seat covers were returned, we did in fact cut and mail a check directly to the customer as we agreed to do and Page 5 shows that the check was received by the customer and our bank records show that the check was cashed by the customer on the same day that it was received.
To explain the situation a little further regarding the seat covers from our side...we had gotten a quote on the seat covers installed by a local vendor here in Great Falls, MT and set up the amount of money quoted in the deal, which was $750.00.  While the seat covers were on order, [redacted] had a family emergency that required her to move from Great Falls, MT to Hampstead, NC, which was something that neither side of this transaction anticipated when the seat covers were ordered for her new car.  Once the seat covers arrived, the local installer attempted to help us find someone in [redacted] new location, Hampstead, NC to install the seat covers.  Not found by our local vendor, but a new installer was located and the seat covers were sent there to be installed at our expense (we were to pay for the seat covers and installation as originally agreed) and we additionally covered the shipping to send the seat covers which was an added expense above what was agreed to try to take care of the customer.  Once the seat covers arrived, they were deemed as unacceptable (customer/installer didn't like them) and at that point we tried to find a reasonably priced alternative of which we could not (never once tried to get the customer to accept the seat covers she didn't like).  So, I sent the email in the attachment stating that once we received the seat covers back, we would not only send [redacted] a check for the $750.00 that was set up for the seat covers (which was the extent of our obligation), but that we would actually send an additional $250, totaling $1000.00 for all of her understanding.  This of course, did all hinge on us receiving the seat covers back because at that point, she actually had (even though at the vendors location where we were directed to send them and not physically in her possession) the seat covers that we owed her and had provided as agreed.  On the issue of the shipping labels that were addressed as a delay, the message that was sent though the sales person to [redacted] verbally was that we needed the seat covers shipped back and once we received the seat covers and a copy of the receipt for the shipping, we would additionally reimburse the cost of the shipping of the seat covers on top of the $1000.00 (we never asked [redacted] to participate in the added costs associated with her emergency move to Hampstead, NC).  It ended up that no one was shipping the seat covers back and we ended sending shipping labels (the cause for the delay in sending shipping labels) for them to be sent back to us, absorbing that cost as well to try to take care of this customer.  Ultimately, there were time delays involved in this process, but all agreed upon obligations were met with this customer and even though there was an unforeseen move from Great Falls, MT to Hampstead, NC after the sale, we stayed engaged and tried to fulfill all obligations with this customer and even covered additional expenses involved, as well as providing an additional $250.00 over what we were obligated to provide for this customer. 
I would respectfully request that you evaluate the supporting documents and this side of the dispute to see that we have made every effort to take care of this customer despite the added complication of the customer having to move across the country due to a family emergency.  
Thank you for your time and consideration.

Complaint: [redacted]
I am rejecting this response because: I asked manager if it's safe to drive but he didn't answer. I asked the manager if I got into an accident and killed someone what would happen he said we would deal with the problem then
Sincerely,
[redacted]