Magiclean Kilroy Home Services Inc

Customer went to Autonation and they stated she didn't have the warranty. Got with our warranty clerk and it's in the system and active. Called customer and let her know. She is bringing her car to us on Monday. Let her know to call me directly if she ever needs anything.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this is a first step in resolving this matter.  I have been promised action before but have yet to receive satisfaction.I will consider the matter resolved when I receive the credit of the three warranty plans.  Apologies if this sounds combative or oppositional, but I prefer to deal with actions and results rather than promises.Regards,
[redacted]

I have spoken with Ms. [redacted] and she will not owe the $995. I told her that if she needed help with anything else to contact the customer relations manager and she would make sure it was taken care of. The customer owes nothing.

The lien holder has received this. Employee at the front desk there signed for it.

This is not our Customer. I have already contacted Charles Maund VOLKSWAGON about this as this is their customer. We do not have that name in our system and the address that is listed is the Charles Maund VOLKSWAGON dealership.

The customer relations manager and the assistant service manager have spoken with the customer multiple times. The employee was off the clock and at the locker room to change to go home when the accident occurred. She was provided the employees insurance quickly and this was handled by the manager...

that knew about the situation. The manager that went out of town wasn't the one involved. We informed the customer that as soon as a claim was open with the insurance, we could get the car fixed. The customer relations manager and the Assistant service manager spoke with the customer after her car was fixed to make sure everything went smoothly. Our assistant service manager explained the situation again, apologized, and offered his assistance with anything additional she needed. Even if this had been filed under the dealership insurance, it would've had the same outcome. Just like in any parking lot, unfortunately, accidents happen. We are always searching for ways to improve and will continue. This insurance claim has already been closed and she is welcome to have her her oil changed and car detailed when it's most convenient to her. All that's needed is an appointment with our service department.

Customer received a full refund and the deal was cancelled.

Our CRM spoke with the customer the same day he left a message. He had stated he hit a pot hole and had to get his rim fixed. Stated the tire shop instructed him to get new tires as they were just inside the yellow. He asked about the certification on vehicles and our CRM explained that the...

certification specs are set by Toyota and do not change with each dealership. Our service manager was not available that day and the salesperson was out sick. Our CRM asked if the customer could send a picture of the tire. He sent the picture but our CRM did not get it until the next day when the salesperson was here. She showed the picture to our service manager as soon as she saw him and that is when he asked to see the tires. The customer did not have them so we had him send the invoice. Our service manager reviewed the photo and the invoice and we decided to reimburse the customer $70 for each tire. This decision was later in the day on Monday and the customer was contacted on Tuesday morning and agreed to the refund.

When we originally spoke with the customer, we apologized for the misinformation and did provide a lower price to program the key. The customer's father brought the vehicle and when he arrived we found out it was a CPU that required a flash program, which would cost more. To save the customer money,...

the dealership called their locksmith (he did not over hear the issue and offer to help). The CRM checked back a couple of times and offered water, said to come speak with her if there are any issues. After about an hour, she went out to check on them to see about filling the gas tank and they were gone. She went to the adviser and he hadn't seen them either so, we assumed everything went well. After reading the Revdex.com case, the dealership contacted the customer and the lock smith. The lock smith stated that there is a special CPU in this car that has to have a different flash program which he was unable to do. The dealership would not have been able to tell, just by looking up the VIN, that this vehicle had a different CPU. They keys that were cut were NOT the incorrect keys. They will work fine with the vehicle once they are programmed. The locksmith has NOT charged the customer since services cannot be rendered until Monday. We were assured by the locksmith that they keys that were cut, are correct. We were unable to fill up the gas tank because the customer left without speaking with anyone. The CRM was not around during the conversation with the adviser so, at this point, we can only apologize for the customers father feeling disrespected and the issue has been brought up to the service manager. The mis-information from the parts department has also been brought up to their manager. The complaint with Toyota was closed out because this programming is a unique situation and it has been situated with the lock smith. The customers mother was not at the dealership when this occurred. Even though the keys cut were the correct keys, in the interest of customer service, we are refunding the amount of $33.05. The paperwork is being turned in and the customer will be contacted once the check is ready.

This is a used vehicle and since it's not a Toyota product, we cannot guarantee there will be a second key. I have already been in contact with the customer, before he filed, and he said he understood there wasn't a second key and we are already in the process of getting him an owners manual at no...

cost to him.

We sincerely apologize for the delay in this cancellation. We have managers and the dealership CRM involved and have acquired all of the paperwork needed. Our warranty clerk is involved and has spoken with the warranty company to have this expedited. We are working to get this rectified ASAP.

We have cut another check and called the customer to see if he would like to pick it up. There was no answer so, left a voicemail.

Service manager spoke with customer, apologized, and is refunding the $158.

Spoke with the customer again and explained that there are not multiple hard hits on his credit. Because of the time frame in which it was pulled, it will only be one hit from the initial credit inquiry. There are no additional inquiries to remove. We are also investigating the situation internally...

in regards to compliance. Apologized to the customer and let him know we are here to assist with anything additional, if need be.

Our office manager has spoken with the customer and her daughter and this has already been resolved.

As previously stated, we are ordering the manual, at no cost to the customer. We cannot guarantee a second key on used vehicles, that are not Toyotas, as we cannot control what is brought in with the trade. The customer left the store with one key and a second was not promised. We said we would check to see if there was a second key, which we did. Our Customer Relations Manager spoke with Mr. [redacted] and at that time and, he understood that we could not provide a second key. She informed him that the manual would be ordered and mailed to him.

[redacted]   Apologies for my confusion.  As it has been a week since the response and promise by the dealership to send me documents for my signature, and I have not received them, I must ask that complaint remain open.   I am formally rejecting the proposal until the money is refunded.   I did receive the promised $200.00 value credit two days ago.     Let me know if you have any questions.   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]