Spoke to Mr. [redacted], apologized for our Sales Associate’s comments. Discussed concerns as it relates to a vehicle that Mr. [redacted] was advised had sold but remains on our inventory feed. Advised that this vehicle remained in our online inventory while service was hopefull we could get it to pass state inspection. Ultimately we decided to send it to the auction just this past Wednesday and it should fall off of our site within days. No further action required at this time. Customer appreciated the contact to discuss concerns.
Mac Churchill Acura did reach out to Ms. [redacted]. We apologized for the lack of follow through on our part in getting the extended warranty cancellation processed. In addition I would like to apologize for the efforts she has had to make to get this done. Ms. [redacted] emailed over a...
copy of the original cancellation request document and it has been processed and back-dated to that date. The cancellation process may take a few weeks before her lienholder receives the check. Future communications regarding the cancellation or check should be directed to [redacted], Customer Relations Manager at ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]3, and find that this resolution is satisfactory to me.
Regards,
[redacted]
Phone number provided is inop. We have sent email requesting dates of inquiries and evidence to support claims. Await more information from customer. Mr. [redacted], I’m in receipt of your open case with the Revdex.com. I’m happy to help. Could you please provide...
the dates of the inquiries please on your credit and/or the evidence to support your claims. Were you ever present at Mac Churchill Acura? I will also need to search by your Social Security Number. You are welcome to call me to provide this information as I will use it to search for inquiries. Happy to help. [redacted]
[redacted]
[redacted]
[redacted]
We take customer concerns very seriously, and as such, we have made every effort to ensure that the vehicle we sold has met the safety standards required by the state. We listened to Ms. [redacted]'s concerns regarding the dealership, and we have had three (3) individual technicians drive the...
vehicle numerous times, in an attempt to duplicate the problem. We have been unsuccessful. We have also searched the vehicle's computer to see what kind of issues there may have been. The computer shows no codes indicating what Ms. [redacted] is referencing. Ms. [redacted] purchased a used "AS IS" vehicle, on which we cannot duplicate the problems she references. She chose to seek legal action, even while we were still trying to duplicate the problems that she references, instead of working with us, so we do not feel that we are responsible for her legal fees. As far as the open recall: Because we ate not a Dodge/Chrysler dealership, we do not have access to those open recalls, but as she stated the Dodge/Chrysler dealership performed the recall at no cost to her. We would have gladly driven it to the dealership for her, if she had would have liked us to. We requested that she bring back the loaner on numerous occasions, because her vehicle was ready to be picked up. The vehicle is ready and waiting for her to pick it up at any time.
Mr. [redacted]'s cancellation has been submitted. He will remain in contact with our Customer Relations Manager, [redacted] until the cancellation has been through the process and a check has been cut. Mr. [redacted] will come in to retrieve the check when it is ready.
Ms. [redacted] brought her vehicle in, we assessed damage and sent it to the body shop during which time we provided her with a loaner vehicle. While the time at the body shop took longer that we all would have liked, her vehicle was returned to her and she was not without transportation while it was...
being fixed. We do apologize for the lack of follow up and communication during this process. No further action at this time.
To whom it may concern, with regard to the complaint filed by Ms. [redacted], Mac Churchill Acura apologizes for not making the terms of the deposit more clear, and have since created a document for customers to sign so there is no question as to what a deposit does for the consumer. During the...
week-long negotiations between Ms. [redacted], Mr. [redacted], and their son, it is our understanding that there never was a solid price negotiated as there were three parties, all [redacted] Family all negotiating a price with three different sales associates. A deposit secures a price for a customer however does not secure the vehicle to be kept from being sold. Our apologies have been expressed by our Customer Relations Manager as well as our General Manager who has offered to send our buyer off on a journey to find a like-vehicle. Understandably this was a unique vehicle, we are still willing to make that effort. In addition, we would like to offer the [redacted]s an opportunity to purchase a vehicle from our inventory at our cost which include the vehicle cost plus service cost of work performed. Happy to help and again, sincere apologies for the vehicle having been sold before you could make arrangements to pay for the vehicle in full and/or come to Fort Worth. Mac Churchill Acura
In an effort to expedite the cancellation process Mac Churchill Acura actually contacted [redacted] to see if we could work-around the drafting process and cut a check directly however we were denied. Per [redacted] only the lienholder may refund GAP policies by law.
At this time, we can certainly look at Mr. [redacted]s vehicle and assess his complaint. Mr. [redacted], purchased a used vehicle with an “AS IS” addendum, but he is our customer and we can work with him to see how we can help.
We've spoken to Mr. [redacted] regarding his cancellation. We are truly sorry for the delay in getting the refund processed. We were able to obtain a copy of the cancellation form from June and processed from that date. Mr. [redacted] is expecting a refund in the amount of $3377 to go to his...
lienholder. No further action at this time. [redacted]Customer Relations Manager
I contacted Capital One and they still have yet to receive the refund for the warranty cancellation. It has now been 7months I've been contacting Acura of Machurchill with no success. A sorry is nothing for a company to offer a customer who still has not had any resolution. I would never recommend to anyone to purchase from this Machurchill Acura of Fort Worth because of this.
Ms. [redacted] came to our dealership, likely test drove the ILX and agreed to purchase this vehicle. When a contract is signed the deal is submitted and quickly approved and funded within days. It was always the case that we were going to assist Ms. [redacted] in trading out her vehicle...
for something that was more comfortable. We would not be in a position to allow a customer to drive our vehicle for weeks while trying to find a vehicle that was of comfort. I'm sorry if this was not communicated well to Ms. [redacted] but again, our efforts were always intended on assisting her in taking the ILX in on trade for another make/model. At this time we decline the request to pay her $5000. We also decline the request for $2000.The warranty cancellation request was processed and a check was mailed to Ally Financial on 11.25.2015.
We certainly apologize for the lack of assistance we could offer
Mr. [redacted] on 3.24.2017 and will certainly work with our Sales Associates on
customer handling. We respect our
customer’s requests when it comes to running their credit and are not able to
do so unless we have written...
permission.
Please see the attached support documents / screen shots that reflect
Mr. [redacted]’s credit having been run on 3.23.2017, the day prior to his visit
at Mac Churchill Acura. It is our belief that Mr. [redacted] submitted an online application
and did not recall having done so.
Nonetheless, we had permissible purpose when he entered his information
on the web application, signed the E-Signature, and entered the image ID.If you need further information regarding this complaint, please
do not hesitate to contact me.
Complaint: [redacted]
I am rejecting this response because: They have held information since May 1? I am not sure that the latest information is correct. I would like more details as to whom at [redacted] I can specifically discuss my situation with - not just any customer service representative. If the auto dealership wanted to make a good will effort to resolve this and because of all of the errors and miss communications and poor customer service on their part, can they not just issue the refund check to me in lieu of me awaiting for it from another party? ([redacted]?)
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
The dealership didn't give approval or offer to correct the issue until I after they received my complaint from Revdex.com and after I had talked to my case worker at Aurca and she advised there was nothing they could do since the dealership hadn't approved for the car to be repainted I asked if there was anyone else to contact and she started no that is when I advised her I would be filing a complaint with Revdex.com and going to Facebook and this is what prompted the response from the dealership after they told me that they couldn't fix my SSN. I have since went to the branch war Bank I'd America to have the issue fixed since this is what the dealership told me I had to do. I was advised by the dealership that they don't do body work and haven't been told who will be doing the repainting of the doors. I will not sign anything until after the work has been completed and the paint job is satisfactory I also want in writing when the work will be completed in a satisfactory timeframe and also that I will be given a loaner vehicle, that I will not be charged for and I want something that properly works i.e. Working air conditioner. The loaner and the repair work is at the dealerships expense.Regards,
[redacted]
We are very sorry we were not able to secure a purchase deal on this particular customer. Certainly understand his frustration however in the end we are all at the mercy of the financial institutions and their approval or declination of a loan.It is not uncommon for an individual's down...
payment to be made in partial payments however in this case the bank was not fond of the arrangement and therefore declined the loan. While this is not likely the reason for the declination, credit also plays into their decision. Our sincerest apologies for any negative treatment received by our staff. This will not be tolerated and we will take action. [redacted]Customer Relations Manager
Spoke to Mr. [redacted], apologized for our Sales Associate’s comments. Discussed concerns as it relates to a vehicle that Mr. [redacted] was advised had sold but remains on our inventory feed. Advised that this vehicle remained in our online inventory while service was hopefull we could get it to pass state inspection. Ultimately we decided to send it to the auction just this past Wednesday and it should fall off of our site within days. No further action required at this time. Customer appreciated the contact to discuss concerns.
Mac Churchill Acura did reach out to Ms. [redacted]. We apologized for the lack of follow through on our part in getting the extended warranty cancellation processed. In addition I would like to apologize for the efforts she has had to make to get this done. Ms. [redacted] emailed over a...
copy of the original cancellation request document and it has been processed and back-dated to that date. The cancellation process may take a few weeks before her lienholder receives the check. Future communications regarding the cancellation or check should be directed to [redacted], Customer Relations Manager at ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]3, and find that this resolution is satisfactory to me.
Regards,
[redacted]
Phone number provided is inop. We have sent email requesting dates of inquiries and evidence to support claims. Await more information from customer. Mr. [redacted], I’m in receipt of your open case with the Revdex.com. I’m happy to help. Could you please provide...
the dates of the inquiries please on your credit and/or the evidence to support your claims. Were you ever present at Mac Churchill Acura? I will also need to search by your Social Security Number. You are welcome to call me to provide this information as I will use it to search for inquiries. Happy to help. [redacted]
[redacted]
[redacted]
[redacted]
Mac Churchill Acura is currently working with Ms. [redacted] to get her vehicle to our dealership for inspection. Will update upon inspection.
We take customer concerns very seriously, and as such, we have made every effort to ensure that the vehicle we sold has met the safety standards required by the state. We listened to Ms. [redacted]'s concerns regarding the dealership, and we have had three (3) individual technicians drive the...
vehicle numerous times, in an attempt to duplicate the problem. We have been unsuccessful. We have also searched the vehicle's computer to see what kind of issues there may have been. The computer shows no codes indicating what Ms. [redacted] is referencing. Ms. [redacted] purchased a used "AS IS" vehicle, on which we cannot duplicate the problems she references. She chose to seek legal action, even while we were still trying to duplicate the problems that she references, instead of working with us, so we do not feel that we are responsible for her legal fees. As far as the open recall: Because we ate not a Dodge/Chrysler dealership, we do not have access to those open recalls, but as she stated the Dodge/Chrysler dealership performed the recall at no cost to her. We would have gladly driven it to the dealership for her, if she had would have liked us to. We requested that she bring back the loaner on numerous occasions, because her vehicle was ready to be picked up. The vehicle is ready and waiting for her to pick it up at any time.
Mr. [redacted]'s cancellation has been submitted. He will remain in contact with our Customer Relations Manager, [redacted] until the cancellation has been through the process and a check has been cut. Mr. [redacted] will come in to retrieve the check when it is ready.
Ms. [redacted] brought her vehicle in, we assessed damage and sent it to the body shop during which time we provided her with a loaner vehicle. While the time at the body shop took longer that we all would have liked, her vehicle was returned to her and she was not without transportation while it was...
being fixed. We do apologize for the lack of follow up and communication during this process. No further action at this time.
Mac Churchill Auto Mall declines the refund request.
To whom it may concern, with regard to the complaint filed by Ms. [redacted], Mac Churchill Acura apologizes for not making the terms of the deposit more clear, and have since created a document for customers to sign so there is no question as to what a deposit does for the consumer. During the...
week-long negotiations between Ms. [redacted], Mr. [redacted], and their son, it is our understanding that there never was a solid price negotiated as there were three parties, all [redacted] Family all negotiating a price with three different sales associates. A deposit secures a price for a customer however does not secure the vehicle to be kept from being sold. Our apologies have been expressed by our Customer Relations Manager as well as our General Manager who has offered to send our buyer off on a journey to find a like-vehicle. Understandably this was a unique vehicle, we are still willing to make that effort. In addition, we would like to offer the [redacted]s an opportunity to purchase a vehicle from our inventory at our cost which include the vehicle cost plus service cost of work performed. Happy to help and again, sincere apologies for the vehicle having been sold before you could make arrangements to pay for the vehicle in full and/or come to Fort Worth. Mac Churchill Acura
In an effort to expedite the cancellation process Mac Churchill Acura actually contacted [redacted] to see if we could work-around the drafting process and cut a check directly however we were denied. Per [redacted] only the lienholder may refund GAP policies by law.
At this time, we can certainly look at Mr. [redacted]s vehicle and assess his complaint. Mr. [redacted], purchased a used vehicle with an “AS IS” addendum, but he is our customer and we can work with him to see how we can help.
We've spoken to Mr. [redacted] regarding his cancellation. We are truly sorry for the delay in getting the refund processed. We were able to obtain a copy of the cancellation form from June and processed from that date. Mr. [redacted] is expecting a refund in the amount of $3377 to go to his...
lienholder. No further action at this time. [redacted]Customer Relations Manager
I contacted Capital One and they still have yet to receive the refund for the warranty cancellation. It has now been 7months I've been contacting Acura of Machurchill with no success. A sorry is nothing for a company to offer a customer who still has not had any resolution. I would never recommend to anyone to purchase from this Machurchill Acura of Fort Worth because of this.
Ms. [redacted] came to our dealership, likely test drove the ILX and agreed to purchase this vehicle. When a contract is signed the deal is submitted and quickly approved and funded within days. It was always the case that we were going to assist Ms. [redacted] in trading out her vehicle...
for something that was more comfortable. We would not be in a position to allow a customer to drive our vehicle for weeks while trying to find a vehicle that was of comfort. I'm sorry if this was not communicated well to Ms. [redacted] but again, our efforts were always intended on assisting her in taking the ILX in on trade for another make/model. At this time we decline the request to pay her $5000. We also decline the request for $2000.The warranty cancellation request was processed and a check was mailed to Ally Financial on 11.25.2015.
We certainly apologize for the lack of assistance we could offer
Mr. [redacted] on 3.24.2017 and will certainly work with our Sales Associates on
customer handling. We respect our
customer’s requests when it comes to running their credit and are not able to
do so unless we have written...
permission.
Please see the attached support documents / screen shots that reflect
Mr. [redacted]’s credit having been run on 3.23.2017, the day prior to his visit
at Mac Churchill Acura. It is our belief that Mr. [redacted] submitted an online application
and did not recall having done so.
Nonetheless, we had permissible purpose when he entered his information
on the web application, signed the E-Signature, and entered the image ID.If you need further information regarding this complaint, please
do not hesitate to contact me.
Complaint: [redacted]
I am rejecting this response because: They have held information since May 1? I am not sure that the latest information is correct. I would like more details as to whom at [redacted] I can specifically discuss my situation with - not just any customer service representative. If the auto dealership wanted to make a good will effort to resolve this and because of all of the errors and miss communications and poor customer service on their part, can they not just issue the refund check to me in lieu of me awaiting for it from another party? ([redacted]?)
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
The dealership didn't give approval or offer to correct the issue until I after they received my complaint from Revdex.com and after I had talked to my case worker at Aurca and she advised there was nothing they could do since the dealership hadn't approved for the car to be repainted I asked if there was anyone else to contact and she started no that is when I advised her I would be filing a complaint with Revdex.com and going to Facebook and this is what prompted the response from the dealership after they told me that they couldn't fix my SSN. I have since went to the branch war Bank I'd America to have the issue fixed since this is what the dealership told me I had to do. I was advised by the dealership that they don't do body work and haven't been told who will be doing the repainting of the doors. I will not sign anything until after the work has been completed and the paint job is satisfactory I also want in writing when the work will be completed in a satisfactory timeframe and also that I will be given a loaner vehicle, that I will not be charged for and I want something that properly works i.e. Working air conditioner. The loaner and the repair work is at the dealerships expense.Regards,
[redacted]
We are very sorry we were not able to secure a purchase deal on this particular customer. Certainly understand his frustration however in the end we are all at the mercy of the financial institutions and their approval or declination of a loan.It is not uncommon for an individual's down...
payment to be made in partial payments however in this case the bank was not fond of the arrangement and therefore declined the loan. While this is not likely the reason for the declination, credit also plays into their decision. Our sincerest apologies for any negative treatment received by our staff. This will not be tolerated and we will take action. [redacted]Customer Relations Manager
Mac Churchill Acura stands by our initial response.