Marcella Ellis Signature Salon

Initial Business Response / [redacted] (1000, 8, 2017/06/06) */ This vehicle had been checked per all legal meansIt is next to impossible to guarantee that a used vehicle will not have any problems after the saleIt was in good running condition at the time of test-drive and saleUnfortunately, as with some vehicles, it started having a few problems within just a few days of purchaseWe have worked diligently to have the repairs done by a reputable company in a timely mannerThe customers were very impatient and demanding to know where the car was being repairedPer the repair shops that we use, they do not want us to divulge who they are because WE have hired them to do the work - not the customerThe customer didn't understand that we can't always get things done as quickly as they want because we have to work around the repair shops scheduleBetween the diagnosis of the problem, ordering parts, the delivery of the parts, and the scheduling, it takes time to get repairs doneAll work was completed by 5/26/17, less that weeks after we received the vehicle back from the customerThe customer has had the vehicle for over a week now and seems to be happy now

Initial Business Response /* (1000, 5, 2016/11/01) */
The customer purchased a Yukon Denali from us on 8/30/The check engine light was not on when he purchased it and the vehicle definitely had a valid smog certificateUnfortunately, the check engine light did come on after he drove it
for awhile that same dayHe called us regarding the problem and we asked him to bring the car in to us the next day so we could check it outWe found a sensor to be bad; ordered the part and the customer installed the new sensorThat did not correct the problemWe then thought it best to take it to an outside shop and after several days, the problem was diagnosedWhen the customer purchased the vehicle, they requested we give them a 30-day engine and drivetrain warranty where we would purchase all parts if there was a problem and because he was a mechanic, he would do the laborWe wrote this up at their request and he initialed it as did our SalesmanWhen he discovered how detailed the repair would be and how long it would take him, he complained to us that "he shouldn't have to do the labor on a car that he purchased from us"He and his wife both wanted the warranty as statedBecause the problem started long before the warranty was expiring, there is no possible way we wouldn't have honored this warrantyWe will still stand by the 30-day warranty as it is written and we advised him of thisWe DID NOT wait for the warranty to expireWe will still purchase the part per the warranty, but he must do the labor himself OR get someone to do it for himThis was agreed upon when he purchased the vehicle and initialed the note on the Buyer's GuideWe have copies of all paperwork mentioned, if you need itWe are trying to work with the customer, but at this point they are being unreasonable and will not accept the 30-day warranty that they requested

Initial Business Response /* (1000, 5, 2016/06/22) */
When this customer purchased the vehicle months ago, he was told we would replace the serpentine belt and rear brakesWe also said we would replace the wheels with stock wheelsThe repairs were done at his convenience and we started our
search for "stock" wheels - not always an easy taskWe have been working with him to get this resolvedWe were able to acquire the rims fairly quickly, but were unable to get good quality used tiresWhen we exhausted all our sources, we decided to purchase new tires for himHe kept insisting he wanted to take the rims, buy tires, have them installed on his car and wanted us to reimburse himWe do not work that wayWe have our sources and our systems we followWe also wanted to make sure we retained the rims and tires that were already on the carThis process is vital to our businessHe got very angry when we wouldn't turn the rims over to himWhen we got the new tires, we advised him (around the 3rd of June) to come in around the 6th or 7th to put them on his carHe said he couldn't because his parents were in town, but he would call usWe hadn't heard from him until this Revdex.com complaintOn 6/21/16, we again called him to ask him to bring the car in to put the tires and rims on his carHe said he was too busy right now, but would try to come in on Saturday, the 25thWe need to schedule appointments to have work done - the attitude of "try to make it" doesn't allow for schedulingHe has been unreasonable and not working with us every since we wouldn't let him take the rims himselfThe ball is again in his court to come in and get this taken care of
Initial Consumer Rebuttal /* (2000, 7, 2016/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On Friday June 3, 2016, I left my vehicle at Alan's Auto NetworkI had rented a car and left my vehicle there until the following Monday June 6, If you had the tires ready as you state you did, why were they not put on when the car was left at your dealership for days? Either you are a liar or had my car under you care for days without an employee telling youAlso was up there with my father on June 6, to talk to AlanI was once again told, he isn't hereWhy does he need to be there for me to get tires and rims that ready and only need to be put on?

Initial Business Response /* (1000, 5, 2016/03/23) */
He purchased this vehicle on 11/30/We have worked with him to try to make him happy
There never was a particular stereo promised or advertisedThe Ad merely says AM/FM radioWe installed an AM/FM radio with a CD playerAn upgrade from
our AdWe purchased the car without a stereo, so there never was a "better" stereo as he statesThe Boston Acoustic Speakers were standard and never touched
We replaced the brakes as promisedThis is a non-issue
We checked the lights twice and did not see a problem either timeAs he says in his complaint, he could only tell this problem at NIGHTWe were never able to check the lights at nightWe would be more than willing to schedule a time with him when it is dark so that we can resolve this problem
We have absolutely no idea what a skipper is, so we can't really respond on this issue
He mentions that he has had $done in repairs, but does not say what kind of repairs he had done
We have been very accommodating to this customerHe has been in to make his payments, but has not mentioned these issues to us at all since we fixed the brakes and checked the lights twice
This is a used vehicle and we are more than willing to repair any issue that is required by law or that can be dangerous when driving
We do have a copy of the Ad we ran that shows only an AM/FM radio was advertisedIf you need that, we would be happy to mail it to you
Initial Consumer Rebuttal /* (3000, 7, 2016/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I would like to clarify that the light switches do not even workThis is something that has been brought to their attentionSo how is it that they come to the conclusion that the lights are "OK" and with no issue?
Exactly! Only at night time, which is when I found out for the first time that I couldn't even turn lights on or off, because the switches don't workI gave my down payment during the day, I found out about the lights the first night I had itAfter the first time they checked it, they removed the "screen" where air comes out from the AC, right above the light switches and didn't even bother to put it back in place (they may have even broken it)There are no real professional mechanics working there, otherwise they would have already been able to fix the issue
The car was absolutely advertised with a totally different stereo than what I ultimately receivedThe stereo in the pictures of the car on their website was one with a screen, they only had some cheap black *** stereo installed at the endHad I seen that horrible stereo in the advertisement on their http://10.100.14.34/ebindr/images/icons16x/redact-multi.pngsite, I would have never gone inWhat I ultimately received does make it advertisingOfcourse, now they can edit anything how they want and come up with a totally different description for the car
I will gladly give you a summary of the repairs I had to get done on this car after being told it had been inspected and that everything checked out "OK":
1.) Crankshift Position SensorWith parts and labor $
2.) ThermostatWith parts and labor $
3.) Cooling System Fluid FlushThe fluid was in desperate need of a flush and new fluid added$
4.) Power Steering HoseWith parts and labor $This too was in horrible conditionAdd $for the power steering fluid flush that it also needed along with the $to inspect the car and we get a total of $(taxes included)
You see, the main reason that I am so upset is because *** handed me a paper telling me that the car has been inspected and that everything checked out "A-OK"I had peace of mind, but then suddenly it's one problem after another and there is absolutely no way that this car could have been inspected if I have already had all these problemsFirst it was the breaks, then the lights along with the switches not workingThen, the car would die on me in the middle of the road, until I put in nearly $1,to get it working againNo way this car was inspected!
I decided not to mention any other problems to them, after I noticed that they couldn't even fix the lights and to top it off broke the screen where the air from the AC comes out and didn't even bother to fix itSo how could I trust such incompetent "mechanics" to look into more complex problems?
I fully understand that it is a used car, but to be assured it was inspected and everything checked out OK when it's clearly not (I have a receipt of these repairs I had to pay for) is absolutely unacceptable! It is bad business practice to lie to a paying customer in this way and to top it off not really give the customer what has been advertised
As far as the "Skipper" is concerned, that is what they called it at Palomino's Auto Shop when I had to pay to have them cut off what was hanging, because it didn't even have the proper bolts/screws and it just came off in the middle of the road and it draggedThey clarified that in fact it was not properly installed and that it didn't have everything it needed to keep it in place
This is over $10,that I will end up paying to Alan's Auto NetworkI am not shopping for an outfit here and if they want to get away with this, then be itAll I am asking is that I receive the stereo that was advertised and that they let me take the car to a shop of my choice and get the lights fixed and whatever I pay for that to be adjusted to what I currently oweI do not feel comfortable taking the car in to guys that claim to be mechanics and end up breaking car parts
Final Business Response /* (4000, 9, 2016/04/06) */
This customer is way off base with his factsFirst of all the pictures that were on the internet showing the dash of the vehicle very clearly show an empty hole where the stereo should beAgain, we purchased the vehicle without a stereoWhen he test drove it, there was NO stereo in the carWe have pictures from the advertisement and also the gentleman that takes our pictures to advertise that can testify that the car did not have a stereo in it when he took the pictures and posted themThe stereo we installed is an upgrade of the description in the advertisementThere was absolutely no advertising! I'm not sure what "horrible" stereo he thought was pictured in our advertisement now, but for the record, NO stereo was pictured in the advertisement for this vehicleHe previously said that "the stereo pictured in our ad was the stereo he wants, somebody took it out"AGAIN - NO stereo was pictured for this vehicleFirst he wants it now it's horrible - which is it??? We will not compromise on the stereo
The lights are a different issueOur salesman has been corresponding regularly with him and has mentioned time and time again to bring the car inWe are more than willing and able to fix the lights situationWe may have to keep it over night to check it out thoroughly and solve the problem....as he says, you can really only tell at nightThe problem with the lights appears to have started shortly after purchase, but may have progressively gotten worseWe will fix this problem, but he has to bring the car in to usHe is continuing texts with our salesman, but still has not brought the car in so we can check it outElectrical problems can be difficult to resolve and do take timeHe was never told the lights are OK and with no issueHe was told that a problem could not be found at that time and that it will take further investigation and to let us know if the problem persistsHe has told us the problem is persisting, but has not brought the vehicle in yet
As I stated before, this is a used vehicleWe check each and every vehicle before it is put on the lot for sale and we check off each item as required by lawWe cannot guarantee that things won't go wrong after the purchaseWe still don't have any idea what he is talking about regarding the "screen" nor the "skipper"
I take exception to him calling our mechanic incompetentIf he didn't want to bring other problems to our attention, then that's his problemWe are willing to work with him, but he needs to change his attitude and work with usWe cannot fix a vehicle if we don't have the vehicle in our possession to see what's wrong

Initial Business Response /* (1000, 8, 2017/06/06) */
This vehicle had been checked per all legal means. It is next to impossible to guarantee that a used vehicle will not have any problems after the sale. It was in good running condition at the time of test-drive and sale. Unfortunately, as with...

some vehicles, it started having a few problems within just a few days of purchase. We have worked diligently to have the repairs done by a reputable company in a timely manner. The customers were very impatient and demanding to know where the car was being repaired. Per the repair shops that we use, they do not want us to divulge who they are because WE have hired them to do the work - not the customer. The customer didn't understand that we can't always get things done as quickly as they want because we have to work around the repair shops schedule. Between the diagnosis of the problem, ordering parts, the delivery of the parts, and the scheduling, it takes time to get repairs done. All work was completed by 5/26/17, less that 2 weeks after we received the vehicle back from the customer. The customer has had the vehicle for over a week now and seems to be happy now.