To Whom It May Concern,
In response to the complaint of product issues by a previous customer of ours, I would like to start by apologizing for any confusion or inconvenience. We have been in...
business over 15 years, and a situation like this one is very rare and shocking. We did our best to work with the customer to address the issues she brought to our attention in the most timely manner possible and as much as our policies allow. The customer was given our standard 30 day/1000 mile limited warranty when she purchased the vehicle and the customer signed and was given a copy of the warranty agreement. Unfortunately, when she came to us regarding issues with the car, the vehicle had already been driven over the 1000 allowed in the warranty agreement. Regardless, we agreed to take her vehicle to our mechanic, who has been doing business with us for many years without any problems in the past. The mechanic that inspected the vehicle is privately owned and is completely independent from Rose Auto Sales. Our mechanic inspected the vehicle and found nothing wrong with the vehicle. It did not exhibit the problems that the customer claimed to be having, nor was there evidence of any serious issues. We gave the car back to the customer, and she was initially very satisfied and grateful of our help. When the customer called again, we immediately offered to have our mechanic look at the vehicle once more, which the customer accepted. Our mechanic was not able to replicate the problem the customer claimed the vehicle had, nor was he able to find a problem with the vehicle again. The mechanic, as well as Rose Auto employees explained as best we could to the customer that we could not find the reason for what she claimed was happening, or any evidence that anything was wrong. Our company as a whole did everything we could to help the customer out, and went above and beyond normal protocol for vehicles that had exceeded the warranty limits. We were more than willing to help, up until the point where the customer’s boyfriend and other members of her family started calling us just to constantly threaten, curse, and berate us for no reason. We did everything we could to satisfy the customer, and we absolutely did not sell her a vehicle that was broken or unsafe. All of our vehicles are inspected multiple times before they are even added to our inventory and posted for sale on our lot. The claims that the customer is making about the safety and integrity of the vehicle are untrue, and we spent many hours trying to find and fix the supposed problems. As stated before, when our mechanic and our employees inspected the vehicle, we could not replicate the issues the customer claimed she was having, nor could we find any mechanical issues at all with the vehicle. We are very upfront with our customers about the warranty that is available, and every customer receives documentation of everything. As you can see, we even went above the normal warranty procedures and did our very best to help the customer. We would have continued to try to find the supposed issues if the customer had extended the same common courtesy that our company gave her.
Rose Auto Sales, Inc
10385 Friars Road
San Diego, CA 9212
To Whom It May Concern,
In response to the complaint of product issues by a previous customer of ours, I would like to start by apologizing for any confusion or inconvenience. We have been in...
business over 15 years, and a situation like this one is very rare and shocking. We did our best to work with the customer to address the issues she brought to our attention in the most timely manner possible and as much as our policies allow. The customer was given our standard 30 day/1000 mile limited warranty when she purchased the vehicle and the customer signed and was given a copy of the warranty agreement. Unfortunately, when she came to us regarding issues with the car, the vehicle had already been driven over the 1000 allowed in the warranty agreement. Regardless, we agreed to take her vehicle to our mechanic, who has been doing business with us for many years without any problems in the past. The mechanic that inspected the vehicle is privately owned and is completely independent from Rose Auto Sales. Our mechanic inspected the vehicle and found nothing wrong with the vehicle. It did not exhibit the problems that the customer claimed to be having, nor was there evidence of any serious issues. We gave the car back to the customer, and she was initially very satisfied and grateful of our help. When the customer called again, we immediately offered to have our mechanic look at the vehicle once more, which the customer accepted. Our mechanic was not able to replicate the problem the customer claimed the vehicle had, nor was he able to find a problem with the vehicle again. The mechanic, as well as Rose Auto employees explained as best we could to the customer that we could not find the reason for what she claimed was happening, or any evidence that anything was wrong. Our company as a whole did everything we could to help the customer out, and went above and beyond normal protocol for vehicles that had exceeded the warranty limits. We were more than willing to help, up until the point where the customer’s boyfriend and other members of her family started calling us just to constantly threaten, curse, and berate us for no reason. We did everything we could to satisfy the customer, and we absolutely did not sell her a vehicle that was broken or unsafe. All of our vehicles are inspected multiple times before they are even added to our inventory and posted for sale on our lot. The claims that the customer is making about the safety and integrity of the vehicle are untrue, and we spent many hours trying to find and fix the supposed problems. As stated before, when our mechanic and our employees inspected the vehicle, we could not replicate the issues the customer claimed she was having, nor could we find any mechanical issues at all with the vehicle. We are very upfront with our customers about the warranty that is available, and every customer receives documentation of everything. As you can see, we even went above the normal warranty procedures and did our very best to help the customer. We would have continued to try to find the supposed issues if the customer had extended the same common courtesy that our company gave her.
Rose Auto Sales, Inc
10385 Friars Road
San Diego, CA 9212