Mail Success Systems, LLC

Mr [redacted] purchased his truck on October 3, The customer came in on WedJuly 5, to our service deptschedule apptfor diagnosis of check engine light and returned for diagnosis on Friday July At that time it was determined the vehicle needed extensive repairs and we informed the customer it would be a couple of weeks before our schedule would accommodate this repair and that he could take his vehicle to any licensed repair shop and his extended warranty would possibly cover the repair At that time the customer said he would wait for us, well knowing we were understaffed and overbooked and that repairs would need to be approved through warranty company which could take several days At that time Mr [redacted] opted to leave the vehicle with us and did not want to drive He called on July to check up on progress but again was told our schedule was previously booked and we couldn't service as of yet Customer decided then to pick up vehicle for his personal use until our schedule allowed servicingHe has since brought back his vehicle on July 24, as our schedule allowed and work has been started During this event there were several calls made to me the owner in which I reiterated to Mr [redacted] the position of our service deptbeing understaffed due to vacations and backlog and he should continue to check with John our Service Mgrto get updates of scheduling if he chooses to wait

Revdex.com spoke to service manager, John, and the following was relayed: We have communicated with the customer and explained that we do not have the manpower at this time to get him in and that it would be several weeks before we could get him inHis warranty can be brought anywhereHe can bring it to the [redacted] Dealer and anything the warranty covers will be covered

I am sorry to hear you are having concerns and would like to hear from you I have reviewed your complaint and have attached a copy of our service invoice addressing your concerns of a transmission popping out of gear and axle seals leaking According to our service invoice you had no other concerns at that time I went and spoke to John our Service Manager regarding your vehicle and we discussed your service visit and his documentation of this visit He confirmed his findings and that he had one of our Master Technicians drive your vehicle (5) times and he was not able to duplicate any of your concerns or any irregularity with the transmission at this time He also confirmed that the axle seals were not leaking but showed seepage and were not at a safety concern He also stated he told you on pickup to bring the vehicle back if you have anymore issues or if your transmission issues become evident and you stated you would We were not made aware of any issue with your radiator at that time and we are willing to make an appointment and look into this for you Again, I look forward to discussing your concerns and an opportunity to resolve these mattersSincerely, Michael Z., Pres

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
After talking with transmission shop owner , he will not take on the repair , because the warranty was purchased after I bought the *** , paid for by Abbott MotorsJohn said to take it to a transmission shop , they can't do it there To cover themselves from selling me a bad vehicleThe transmission will cost me $out of my pocket The axle leaks will cost me $350-The intake gaskets will cost me $350-I want $back on the sale of this Jeep Or I will be contacting a lawyer and news channels
Regards,
*** ***

I spoke to the customer on 03/17/when I finally got a return call to our Revdex.com response and concern to resolve this matter. At that time I reached out to the customer and told him we were still open to resolving his complaint. During our conversation, I revisited the 2/21/service invoice that stated we could not verify any of his issues at that time. Even though much time had passed I politely suggested he come in and drive the vehicle with one of our technicians to hopefully identify his concern. He was agreeable so I transferred his call to our Service Manager to set up an appointment. When asked to set the appointment the customer said he would get back to us. The customer never called us back to set up appointment for his vehicle and then I received this second complaint from Revdex.com and then an unjustified intimidating phone call from the customer the next dayIn conclusion, we are unable to move forward with this complaint and provide remedy because the stated concerns did not exist during the warranty period, and customer has chosen not to return the vehicle to our facility for further diagnosis. Furthermore, we have not received any documentation from any other licensed automobile repair facility that substantiates any of these complaints. Mike Z

took the truck in for oil leaks on 6/28/picked up the truck and back in the driveway and it started to rattle on 6/i took it back and talk to mike an he said jhon was on vacation an had the teck that work on the truck talk to me.on 7/3/an other teck put the probe on it and said what was wrong on 7/5/jhon told me what was wrong as of 8/22/the truck has not been fixed they tell me there to busy but they keep selling cars when they cant fix one they sold the truck ran perfect before they work on it

Mr. [redacted] came to our dealership the morning of Monday, December 21, 2015 to purchase a vehicle.  Mr. [redacted] sat with our Sales Associate, Gene, and made a cash offer on a vehicle.  The cash offer was presented to me and accepted however Mr. [redacted] proceeded to pay Gene with an...

out of state personal check for $3381.00 plus $1500.00 cash. At that time, Gene pointed to our policy (that is posted in every office) indicating that we accept cash or BANK check only.  Mr. [redacted] then stated he did not have all the cash nor would be able to obtain a bank check as he just came to town and his bank was in [redacted] and insisted on purchasing the car anyway. We both agreed to wait until the out of state check cleared our bank before a delivery would take place.  Surprisingly, Mr. [redacted] returned that evening with his brother demanding to pick up the vehicle; insisting it was paid for. When we reiterated the agreement we made, Mr. [redacted] denied it then he and his brother created a disturbing scene to our customers and employees. We immediately called the police to diffuse the situation.  After the police arrived and removed his brother from the property, Mr. [redacted] then changed his tune about having made the agreement.  Despite the events that had taken place on December 21st, Mr. [redacted] continued to call our salesman and returned to the dealership prompting two more calls to the police. The police resolved the matter at hand and advised Mr. [redacted] not to contact the dealership, and that we would contact him once his funds cleared. I contacted our bank manager on a couple different occasions and discussed the situation and he agreed this was not a normal circumstance and it would be in my best interest not to return funds for a full 14 business days as a check can be returned for that time period.  He also noted that my policy not to take personal checks is good as there is a lot of compromising taking place in the market.  I have never been nor have witnessed any of my employees go through such an outright bullying experience from any customer.  On Wednesday, January 13, 2016, there was a full refund given to Mr. [redacted] concluding our business relations.

I am sorry to hear you are having concerns and would like to hear from you.  I have reviewed your complaint and have attached a copy of our service invoice addressing your concerns of a transmission popping out of gear and axle seals leaking.  According to our...

service invoice you had no other concerns at that time.  I went and spoke to John our Service Manager regarding your vehicle and we discussed your service visit and his documentation of this visit.  He confirmed his findings and that he had one of our Master Technicians drive your vehicle (5) times and he was not able to duplicate any of your concerns or any irregularity with the transmission at this time.  He also confirmed that the axle seals were not leaking but showed normal seepage and were not at a safety concern.  He also stated he told you on pickup to bring the vehicle back if you have anymore issues or if your transmission issues become evident and you stated you would.  We were not made aware of any issue with your radiator at that time and we are willing to make an appointment and look into this for you.  Again, I look forward to discussing your concerns and an opportunity to resolve these matters. Sincerely, Michael Z., Pres.

Mr [redacted] purchased his truck on October 3, 2016.  The customer came in on Wed. July 5, 2017 to our service dept. schedule appt. for diagnosis of check engine light and returned for diagnosis on Friday July 7.  At that time it was determined the vehicle needed extensive repairs and we...

informed the customer it would be a couple of weeks before our schedule would accommodate this repair and that he could take his vehicle to any licensed repair shop and his extended warranty would possibly cover the repair.  At that time the customer said he would wait for us, well knowing we were understaffed and overbooked and that repairs would need to be approved through warranty company which could take several days.  At that time Mr. [redacted] opted to leave the vehicle with us and did not want to drive.  He called on July 12 to check up on progress but again was told our schedule was previously booked and we couldn't service as of yet.  Customer decided then to pick up vehicle for his personal use until our schedule allowed servicing. He has since brought back his vehicle on July 24, as our schedule allowed and work has been started.  During this event there were several calls made to me the owner in which I reiterated to Mr. [redacted] the position of our service dept. being understaffed due to vacations and backlog and he should continue to check with John our Service Mgr. to get updates of scheduling if he chooses to wait.

Revdex.com spoke to service manager, John, and the following was relayed: We have communicated with the customer and explained that we do not have the manpower at this time to get him in and that it would be several weeks before we could get him in. His warranty can be brought anywhere. He can bring it to the [redacted] Dealer and anything the warranty covers will be covered.