Initial Business Response /* (1000, 5, 2017/01/24) */
[redacted]
To whom it may concern,
[redacted] was a return customer to [redacted]. His [redacted] was the second vehicle that...
he purchased from us. We, as a company, are very concerned with all of our customers' satisfaction, and this is especially true for our returning customers.
[redacted] visited the dealership several times before finalizing his purchase on October 1, 2016. He test drove the car at least 2-3 times before completing the deal.
Shortly after taking delivery of his car [redacted] returned with a complaint of a clunking noise in the front end, a hard shift in the transmission, and an inoperable power window in one of the rear doors. I accompanied him for a road test. I drove first and found the car to operate normally. The transmission shifted normally and the front suspension seemed tight. The power window, however, was not functioning. [redacted] commented that although the car was acting normally now that in the past it was not. He then drove and tried to hit every bump and pothole he could in an attempt to recreate the clunk. He accelerated at full throttle through first, second, and into third gear but the transmission operated normally. We agreed to have the car inspected by a qualified mechanic at our repair shop to address his concerns. It was a few days later when he dropped it off with us. On October 20, 2016 the repair shop found the front suspension to be tight and in good repair, the transmission shifted normally, and the power window was non-functional. We serviced the transmission and repaired the power window at our expense and returned the car to [redacted].
A week or so later [redacted] returned and stated that now the body of the car would twist, flex, pop, and make snapping noises when driven over a bumpy road. In particular, it was bad on his own street because of the poor state of repair of the road surface. (I was able to observe the condition of his street after driving [redacted] home when he left his car with us. It might be the bumpiest road in the [redacted]; any car would rattle over this road if taken to fast). He stated that he would be taking the car to[redacted], a reputable body shop in [redacted], to confirm that there must be something wrong with the body or some kind of hidden damage. I told him to let us know about the results. If he ever did have this inspection performed it was never relayed to us. [redacted].'s car does have a clean [redacted] Vehicle History Report indicating that it had never been previously been damaged.
After one or two more visits to the dealership we agreed to have our repair shop look at the car again to confirm the condition of the body and structure of the vehicle. After another inspection, on November 15, 2016 it was confirmed that the car did not have any frame or structural damage, the front suspension was found to be in good repair and no unusual noises were observed when driving the vehicle. It must be noted that this is a 6-7 year old entry level car with over 100,000kms; it does not have the same level of noise insulation of higher end cars. Even though the car was outfitted with new tires and in good repair some road noise can be heard when driving, and there is audible noise that can be heard when going over bumpy roads. This is completely normal but [redacted]. would not accept this, to him there must be something wrong.
Leading up to the New Year he visited the dealership at least one more time to complain about the shocks and struts on the car and that they were "done" and worn out and that the car must have been abused its whole life because of all the snapping and popping. He informed us that he would be bringing it to the [redacted] to confirm his suspicions about the car's condition. We invited him to do so, but told him it would have to be at his expense as we already had the car checked twice with no negative results. Never up to this point was there ever any mention of worn belts or a bad battery.
On January 13, 2017, [redacted]. brought the car to [redacted] for inspection. [redacted] gave us a copy of their report. No suspension or body issues were found as is indicated on the repair order. As part of the overall inspection they found the A/C and alternator belts to be worn and recommended that they be replaced. The timing belt was not physically inspected as it is under a cover and not visible in a general inspection. Their recommendation to replace the timing belt was based solely on its recommended service interval and the condition of the timing belt was not commented on anywhere on the service order. The battery, although operating normally, tested low. [redacted]. told us, and this was confirmed by the odometer reading on the [redacted] invoice, that he had only driven the car approximately 1000kms in the 2 1/2 months that he owned it. A low battery state like this would be consistent with a car that is not started and driven daily. I suspect that with regular use the battery would have some amount of serviceable life remaining.
When [redacted]. visited the dealership after his [redacted] inspection he was very agitated. He had complained about his car several times over a two month period and every time, a qualified professional found there to be no faults. He kept repeating that his car was "done" and that his car was unsafe to drive as evidenced by the most recent inspection. [redacted]
We understand that a vehicle purchase can be a very emotional event and are sympathetic to [redacted]'s situation. That being the case, we would offer to supply the A/C and the alternator belts to [redacted]. He can have them installed at his convenience and expense.
Best regards,
[redacted]
Initial Business Response /* (1000, 5, 2017/01/24) */
[redacted]
To whom it may concern,
[redacted] was a return customer to [redacted]. His [redacted] was the second vehicle that...
he purchased from us. We, as a company, are very concerned with all of our customers' satisfaction, and this is especially true for our returning customers.
[redacted] visited the dealership several times before finalizing his purchase on October 1, 2016. He test drove the car at least 2-3 times before completing the deal.
Shortly after taking delivery of his car [redacted] returned with a complaint of a clunking noise in the front end, a hard shift in the transmission, and an inoperable power window in one of the rear doors. I accompanied him for a road test. I drove first and found the car to operate normally. The transmission shifted normally and the front suspension seemed tight. The power window, however, was not functioning. [redacted] commented that although the car was acting normally now that in the past it was not. He then drove and tried to hit every bump and pothole he could in an attempt to recreate the clunk. He accelerated at full throttle through first, second, and into third gear but the transmission operated normally. We agreed to have the car inspected by a qualified mechanic at our repair shop to address his concerns. It was a few days later when he dropped it off with us. On October 20, 2016 the repair shop found the front suspension to be tight and in good repair, the transmission shifted normally, and the power window was non-functional. We serviced the transmission and repaired the power window at our expense and returned the car to [redacted].
A week or so later [redacted] returned and stated that now the body of the car would twist, flex, pop, and make snapping noises when driven over a bumpy road. In particular, it was bad on his own street because of the poor state of repair of the road surface. (I was able to observe the condition of his street after driving [redacted] home when he left his car with us. It might be the bumpiest road in the [redacted]; any car would rattle over this road if taken to fast). He stated that he would be taking the car to[redacted], a reputable body shop in [redacted], to confirm that there must be something wrong with the body or some kind of hidden damage. I told him to let us know about the results. If he ever did have this inspection performed it was never relayed to us. [redacted].'s car does have a clean [redacted] Vehicle History Report indicating that it had never been previously been damaged.
After one or two more visits to the dealership we agreed to have our repair shop look at the car again to confirm the condition of the body and structure of the vehicle. After another inspection, on November 15, 2016 it was confirmed that the car did not have any frame or structural damage, the front suspension was found to be in good repair and no unusual noises were observed when driving the vehicle. It must be noted that this is a 6-7 year old entry level car with over 100,000kms; it does not have the same level of noise insulation of higher end cars. Even though the car was outfitted with new tires and in good repair some road noise can be heard when driving, and there is audible noise that can be heard when going over bumpy roads. This is completely normal but [redacted]. would not accept this, to him there must be something wrong.
Leading up to the New Year he visited the dealership at least one more time to complain about the shocks and struts on the car and that they were "done" and worn out and that the car must have been abused its whole life because of all the snapping and popping. He informed us that he would be bringing it to the [redacted] to confirm his suspicions about the car's condition. We invited him to do so, but told him it would have to be at his expense as we already had the car checked twice with no negative results. Never up to this point was there ever any mention of worn belts or a bad battery.
On January 13, 2017, [redacted]. brought the car to [redacted] for inspection. [redacted] gave us a copy of their report. No suspension or body issues were found as is indicated on the repair order. As part of the overall inspection they found the A/C and alternator belts to be worn and recommended that they be replaced. The timing belt was not physically inspected as it is under a cover and not visible in a general inspection. Their recommendation to replace the timing belt was based solely on its recommended service interval and the condition of the timing belt was not commented on anywhere on the service order. The battery, although operating normally, tested low. [redacted]. told us, and this was confirmed by the odometer reading on the [redacted] invoice, that he had only driven the car approximately 1000kms in the 2 1/2 months that he owned it. A low battery state like this would be consistent with a car that is not started and driven daily. I suspect that with regular use the battery would have some amount of serviceable life remaining.
When [redacted]. visited the dealership after his [redacted] inspection he was very agitated. He had complained about his car several times over a two month period and every time, a qualified professional found there to be no faults. He kept repeating that his car was "done" and that his car was unsafe to drive as evidenced by the most recent inspection. [redacted]
We understand that a vehicle purchase can be a very emotional event and are sympathetic to [redacted]'s situation. That being the case, we would offer to supply the A/C and the alternator belts to [redacted]. He can have them installed at his convenience and expense.
Best regards,
[redacted]