From: Peter C [redacted] Date: Tue, Nov 10, at 4:PMSubject: [redacted] - ID # [redacted] To: [redacted] @myRevdex.com.org [redacted] ,Per our conversation today, this is to confirm I met with [redacted] and his father - also a [redacted] clientWe looked at several options to trade the car but he is a high mileage driver that is in a negative equity position at this timeMy recommendation was to continue to drive the car and the equity position should improve over timeWe were willing to sell him a new vehicle at cost but just couldn't make the numbers workI also stated that if the bumper cover has been painted as mentioned in his original communication it would not make the M-B CPO invalidBumper refinishing is very commonWhile I don't know what ( if anything) occurred to his present car it does not have a negative effect on the vehicles value.It was my understanding that we had a good meeting and I believe he left understanding that we are trying to do everything possible to assistHopefully we can do business in the future when the equity position improves.Best regards,Peter C [redacted] of Alexandria - General Managero###-###-####c###-###-####
Our General Manager, ** [redacted] spoke to ***Caughey about her vehcle issue We have currently sent her a [redacted] package of vehicle history that she has requested The vehicle did have two (2) minor accidents which were not on the [redacted] at the time of sales and were unknown to [redacted] - [redacted] of Alexandria at that time The repairs were bumper refinishing and a headlight The repairs were minor in nature and our General Manager has offered ***Caughey a Premium service [redacted] - [redacted] Pre-Paid maintance agreement as an apology for her inconvience We are currnetly waiting for a reply Thank you [redacted] - [redacted] of Alexandria Controller
Dear Revdex.com,
There seems to be some confusion concerning this vehicle in question, *** series GT, vin ending ***We also received a complaint from the Motor Vehicle Board of VirginiaThis car was inspected, passed VA inspection and subsequently passed MD state inspectionWe took
the car to *** of Alexandria and the issue concerning the brake rotors was deemed cosmetic by ***There never was a complaint of warped rotors nor did we ever experience this condition in our test drives It would appear the client is asking for $but the repair order from *** of Silver Spring did not have any work performedWe want our clients to love what they bought from us and had I been called before the letter campaign started I would have gladly gotten involvedI would like to propose the client return the car to us, we will accompany her to *** of Alexandria, just down the street from our dealershipIf *** verifies the complaint and says they rotors need replacing MB of Alexandria will pay for the repairIf *** gives us the same diagnosis as last time then I would respectfully decline the demand for $1200.Sincerely,
Peter C***
General Manager
*** of Alexandria
August 27, 2014
Dear [redacted],Thank you for the opportunity to respond to the complaint ID [redacted]Enclosed please find all of the e-mail communications between [redacted] and our dealership. Please know that the purchaser was actually the gentleman's mother. He was present at the...
dealership during each visit and is certainly an interested party but not the purchaser of record.I personally investigated [redacted] concerns. As you can see from my e-mail to him highlighted in red on the attachment, there was a considerable back and forth during the negotiation process and a final all in price was agreed to. A price I may mention that was extremely favorable to the client. [redacted] felt that they were entitled to more after the fact. I am glad to show anyone from your team our detailed accounting or the transaction.
We even offered to take the car back and give them a complete refund (see e-mail). As far as I am Concerned, we delivered a great car at a great price to them and we are not willing to offer anything additional. Please do not hesitate to contact me if you wish to discuss this further. The best number is my cell ###-###-####.Peter C
General Manager
October 21, 2015Dear [redacted],[redacted] of Alexandria is in receipt of your letter dated October 13, 2015 regarding claim number [redacted]. Thank you for the opportunity to review and comment. Also, kindly adjust your records to send any future correspondence to my attention,...
Peter C[redacted], General Manager. The individual listed in your file is no longer correct.Regarding the customer's statement of the problem please be advised that we already refunded the Cost shared on the wheel repair and despite buying a vehicle that was 8 model years old with 86,000 miles, we installed two new tires at our cost (in excess of $600) to appease the client for a negligible wheel vibration complaint when driving at high speed. When the vehicle left here with 89,366 miles it drove extremely well and was vibration free.
As you can see from the client's statement the vehicle did incur another repair unrelated to the vibration issue that the aftermarket warranty did cover for a portion of the repair at $848.95. Subsequent to that repair, the vehicle was taken to an independent repair facility that advised the client we did not adequately complete a "B service". We take great exception to this characterization. Please be advised that per [redacted] specifications, air and pollen filters are replaced "as needed" at a B service. When replaced it is done at additional cost and is not part of the routine B service other than to inspect. This is noted on our repair orders. At the time we did the service it was determined the filters in question did not need replacing.The statement that the car had after-market brake pads that were the cause of the brake squeak Complaint is the opinion of the independent service center. We did recommendan anti-squeak lube for both the front and rear pads at 94,510 miles - the client declined this service. Additionally, as a franchised [redacted] Dealer, we only use [redacted] original parts. Perhaps the previous owner of this used vehicle had aftermarket parts installed? Either original equipment or after-market pads can Squeak from time to time depending on how the vehicle is driven and maintained. I can tell you that when the vehicle was sold the brake pads were in good condition and passed both Virginia and Maryland State Inspections.Since the client has chosen to rely on an independent repair facility for diagnosis and repair work and states that they do not intend on returning to our dealership we are not in a position to refund the amounts being sought nor comment on the independent shops assessment of the diagnosis and work needed.
We take pride in our work and guarantee all work performed. If the client had reached out to our dealership we would have welcomed the opportunity to continue to service the vehicle and certainly stand behind our work. To claim that our work ethics are not honest is disappointing to read but I know first-hand the extent we went to in trying to satisfy this client. I'm sorry they have lost confidence in everything we have done and don't recognize the value we extended beyond the warranty terms. Per the client, perhaps it is best they seek service elsewhere.
Concerning the Continental Warranty that was purchased, the client can request a refund. As of this writing the Warranty Company has paid a claim of $848.95. This would leave the client a refund of $1728.51 pursuant to the Continental Warranty Company cancellation provisions. The client can e-mail me directly at [redacted] (a) [redacted].com to formally request the refund. My recommendation would be to maintain the coverage given the original purchase price but this is the client's decision. We will not take any further action unless we receive written notice directing us to cancel the warranty.
Please don't hesitate to contact me if you need any further information. Additionally, you are welcome to send an investigator to our store at any time if they wish to review the entire repair file on this vehicle.
Last, the client states they put $2,000 in repairs. All of the work done at [redacted] of Alexandria was done under Warranty or good will adjustments with the exception of a transmission control unit repair which was partially cover by the [redacted] Warranty. In total the client has spent $516.09 in service repairs at our dealership.
Best regards,
Peter C
General Manager
From: Peter C[redacted] Date: Tue, Nov 10, 2015 at 4:38 PMSubject: [redacted] - ID # [redacted]To: [redacted]@myRevdex.com.org[redacted],Per our conversation today, this is to confirm I met with [redacted] and his father - also a [redacted] client. We looked at several options to trade the...
car but he is a high mileage driver that is in a negative equity position at this time. My recommendation was to continue to drive the car and the equity position should improve over time. We were willing to sell him a new vehicle at cost but just couldn't make the numbers work. I also stated that if the bumper cover has been painted as mentioned in his original communication it would not make the M-B CPO invalid. Bumper refinishing is very common. While I don't know what ( if anything) occurred to his present car it does not have a negative effect on the vehicles value.It was my understanding that we had a good meeting and I believe he left understanding that we are trying to do everything possible to assist. Hopefully we can do business in the future when the equity position improves.Best regards,Peter C[redacted] of Alexandria - General Managero. ###-###-####c. ###-###-####
Our General Manager, **. [redacted] spoke to [redacted]. Caughey about her vehcle issue. We have currently sent her a [redacted] package of vehicle history that she has requested. The vehicle did have two (2) minor accidents which were not on the [redacted] at the time of sales and were unknown to...
[redacted] of Alexandria at that time. The repairs were bumper refinishing and a headlight.
The repairs were minor in nature and our General Manager has offered [redacted]. Caughey a Premium 3 service [redacted] Pre-Paid maintance agreement as an apology for her inconvience. We are currnetly waiting for a reply.
From: Peter C [redacted] Date: Tue, Nov 10, at 4:PMSubject: [redacted] - ID # [redacted] To: [redacted] @myRevdex.com.org [redacted] ,Per our conversation today, this is to confirm I met with [redacted] and his father - also a [redacted] clientWe looked at several options to trade the car but he is a high mileage driver that is in a negative equity position at this timeMy recommendation was to continue to drive the car and the equity position should improve over timeWe were willing to sell him a new vehicle at cost but just couldn't make the numbers workI also stated that if the bumper cover has been painted as mentioned in his original communication it would not make the M-B CPO invalidBumper refinishing is very commonWhile I don't know what ( if anything) occurred to his present car it does not have a negative effect on the vehicles value.It was my understanding that we had a good meeting and I believe he left understanding that we are trying to do everything possible to assistHopefully we can do business in the future when the equity position improves.Best regards,Peter C [redacted] of Alexandria - General Managero###-###-####c###-###-####
Our General Manager, ** [redacted] spoke to ***Caughey about her vehcle issue We have currently sent her a [redacted] package of vehicle history that she has requested The vehicle did have two (2) minor accidents which were not on the [redacted] at the time of sales and were unknown to [redacted] - [redacted] of Alexandria at that time The repairs were bumper refinishing and a headlight The repairs were minor in nature and our General Manager has offered ***Caughey a Premium service [redacted] - [redacted] Pre-Paid maintance agreement as an apology for her inconvience We are currnetly waiting for a reply Thank you [redacted] - [redacted] of Alexandria Controller
Dear Revdex.com,
There seems to be some confusion concerning this vehicle in question, *** series GT, vin ending ***We also received a complaint from the Motor Vehicle Board of VirginiaThis car was inspected, passed VA inspection and subsequently passed MD state inspectionWe took
the car to *** of Alexandria and the issue concerning the brake rotors was deemed cosmetic by ***There never was a complaint of warped rotors nor did we ever experience this condition in our test drives It would appear the client is asking for $but the repair order from *** of Silver Spring did not have any work performedWe want our clients to love what they bought from us and had I been called before the letter campaign started I would have gladly gotten involvedI would like to propose the client return the car to us, we will accompany her to *** of Alexandria, just down the street from our dealershipIf *** verifies the complaint and says they rotors need replacing MB of Alexandria will pay for the repairIf *** gives us the same diagnosis as last time then I would respectfully decline the demand for $1200.Sincerely,
Peter C***
General Manager
*** of Alexandria
August 27, 2014
Dear [redacted],Thank you for the opportunity to respond to the complaint ID [redacted]Enclosed please find all of the e-mail communications between [redacted] and our dealership. Please know that the purchaser was actually the gentleman's mother. He was present at the...
dealership during each visit and is certainly an interested party but not the purchaser of record.I personally investigated [redacted] concerns. As you can see from my e-mail to him highlighted in red on the attachment, there was a considerable back and forth during the negotiation process and a final all in price was agreed to. A price I may mention that was extremely favorable to the client. [redacted] felt that they were entitled to more after the fact. I am glad to show anyone from your team our detailed accounting or the transaction.
We even offered to take the car back and give them a complete refund (see e-mail). As far as I am Concerned, we delivered a great car at a great price to them and we are not willing to offer anything additional. Please do not hesitate to contact me if you wish to discuss this further. The best number is my cell ###-###-####.Peter C
General Manager
October 21, 2015Dear [redacted],[redacted] of Alexandria is in receipt of your letter dated October 13, 2015 regarding claim number [redacted]. Thank you for the opportunity to review and comment. Also, kindly adjust your records to send any future correspondence to my attention,...
Peter C[redacted], General Manager. The individual listed in your file is no longer correct.Regarding the customer's statement of the problem please be advised that we already refunded the Cost shared on the wheel repair and despite buying a vehicle that was 8 model years old with 86,000 miles, we installed two new tires at our cost (in excess of $600) to appease the client for a negligible wheel vibration complaint when driving at high speed. When the vehicle left here with 89,366 miles it drove extremely well and was vibration free.
As you can see from the client's statement the vehicle did incur another repair unrelated to the vibration issue that the aftermarket warranty did cover for a portion of the repair at $848.95. Subsequent to that repair, the vehicle was taken to an independent repair facility that advised the client we did not adequately complete a "B service". We take great exception to this characterization. Please be advised that per [redacted] specifications, air and pollen filters are replaced "as needed" at a B service. When replaced it is done at additional cost and is not part of the routine B service other than to inspect. This is noted on our repair orders. At the time we did the service it was determined the filters in question did not need replacing.The statement that the car had after-market brake pads that were the cause of the brake squeak Complaint is the opinion of the independent service center. We did recommendan anti-squeak lube for both the front and rear pads at 94,510 miles - the client declined this service. Additionally, as a franchised [redacted] Dealer, we only use [redacted] original parts. Perhaps the previous owner of this used vehicle had aftermarket parts installed? Either original equipment or after-market pads can Squeak from time to time depending on how the vehicle is driven and maintained. I can tell you that when the vehicle was sold the brake pads were in good condition and passed both Virginia and Maryland State Inspections.Since the client has chosen to rely on an independent repair facility for diagnosis and repair work and states that they do not intend on returning to our dealership we are not in a position to refund the amounts being sought nor comment on the independent shops assessment of the diagnosis and work needed.
We take pride in our work and guarantee all work performed. If the client had reached out to our dealership we would have welcomed the opportunity to continue to service the vehicle and certainly stand behind our work. To claim that our work ethics are not honest is disappointing to read but I know first-hand the extent we went to in trying to satisfy this client. I'm sorry they have lost confidence in everything we have done and don't recognize the value we extended beyond the warranty terms. Per the client, perhaps it is best they seek service elsewhere.
Concerning the Continental Warranty that was purchased, the client can request a refund. As of this writing the Warranty Company has paid a claim of $848.95. This would leave the client a refund of $1728.51 pursuant to the Continental Warranty Company cancellation provisions. The client can e-mail me directly at [redacted] (a) [redacted].com to formally request the refund. My recommendation would be to maintain the coverage given the original purchase price but this is the client's decision. We will not take any further action unless we receive written notice directing us to cancel the warranty.
Please don't hesitate to contact me if you need any further information. Additionally, you are welcome to send an investigator to our store at any time if they wish to review the entire repair file on this vehicle.
Last, the client states they put $2,000 in repairs. All of the work done at [redacted] of Alexandria was done under Warranty or good will adjustments with the exception of a transmission control unit repair which was partially cover by the [redacted] Warranty. In total the client has spent $516.09 in service repairs at our dealership.
Best regards,
Peter C
General Manager
From: Peter C[redacted] Date: Tue, Nov 10, 2015 at 4:38 PMSubject: [redacted] - ID # [redacted]To: [redacted]@myRevdex.com.org[redacted],Per our conversation today, this is to confirm I met with [redacted] and his father - also a [redacted] client. We looked at several options to trade the...
car but he is a high mileage driver that is in a negative equity position at this time. My recommendation was to continue to drive the car and the equity position should improve over time. We were willing to sell him a new vehicle at cost but just couldn't make the numbers work. I also stated that if the bumper cover has been painted as mentioned in his original communication it would not make the M-B CPO invalid. Bumper refinishing is very common. While I don't know what ( if anything) occurred to his present car it does not have a negative effect on the vehicles value.It was my understanding that we had a good meeting and I believe he left understanding that we are trying to do everything possible to assist. Hopefully we can do business in the future when the equity position improves.Best regards,Peter C[redacted] of Alexandria - General Managero. ###-###-####c. ###-###-####
Our General Manager, **. [redacted] spoke to [redacted]. Caughey about her vehcle issue. We have currently sent her a [redacted] package of vehicle history that she has requested. The vehicle did have two (2) minor accidents which were not on the [redacted] at the time of sales and were unknown to...
[redacted] of Alexandria at that time. The repairs were bumper refinishing and a headlight.
The repairs were minor in nature and our General Manager has offered [redacted]. Caughey a Premium 3 service [redacted] Pre-Paid maintance agreement as an apology for her inconvience. We are currnetly waiting for a reply.
Thank you
[redacted]
[redacted] of Alexandria
Controller