Michael's Motor Cars

Complaint: [redacted] I am rejecting this response because: Though you claim this took place a long time ago and you haven't heard about it in over a year, my father and I have been in contact with your sales associate [redacted] many times since you sent me a check for $this past winter (which I never agreed that was the settlement for the issue)Enclosed with the check was a letter that you had hand written saying that: “We have had many issues with [redacted] warranties, and have had similar situations to this one”You went on to say: “We no longer use them as a warranty providerEnclosed is a check for 1,for the balance of 2,We will be sending the remaining balance of 1,once we have definite confirmation that the warranty was not charged to usThis process will take approximately two business weeksAgain sorry for the inconvenience.” After waiting the two business weeks we never heard from you regarding the matter of the remaining $I was owedMy father and I have been contacting [redacted] at least twice a month trying to figure out what was going on but we never got any sort of response regarding the issue of documentation for the payment to [redacted] warrantiesYou still maintain that [redacted] Warranties had lost the contract but no documentation has ever been presented to prove that [redacted] Warranties Inc’s CEO [redacted] [redacted] sent both of us an official letter stating that they have no record of a [redacted] warranty service contract for my vehicleA reputable dealer would have realized that the ball was dropped on their end and rectified the situation as fast a possible instead of trying to shirk any sort of responsibility or involvement in this issue by not contacting usThis whole matter was handled horribly and I still maintain I should be refunded the remaining $to equal the original balance of $2199( $+ $1099= $2199)I have also attached a scanned a copy of the hand written letter you sent me ( to corroborate the quotes that were used) as well as [redacted] Warranties Inc response to my inquiry about the contract Regards, [redacted] ***

In response to this complaint the following statements provided from the customer are misleading and falseon March 04, [redacted] presented us with her [redacted] CRV stating that the trcuk was making a grinding noise and vibration during drivingUpon inspect, the CRV needed the following 1) one rear hub assembly ( please note this hub assembly was grinding causing a vibration from the rear drive axle) 2) Rear brake pads and rotors (please note the pads and rotors where grinding metal to metal: as a result the rotors became groved and damage causing vibrations during braking) Once these componets where removed and replaced, the vehicle was then drivien to confirm the repairs resolved the vibration issues as statedUpon return of the test drive the vibraion was lessen but not completely resolvedAs stated to the customerThe truck needed a rear drive shaft mount which is loctaed on top of the rear pumpkinThis part is a OEM only part which had to be ordered from a [redacted] dealerI took video of the rear broken mount and showed the customer and advised that this would need to be ordered and replacedThe customer stated that they could not leave the truckI stated to the cutomer that this rear mount not being replaced could damage additional drivetrain componets and performanceThe customer still stated that she needed to take the truck and would return On March 07, the customer returned with the [redacted] CRV to have the rear drive shaft mount replaced as discussedWe removed and replaced the mount as agreedAs a curtsidy I also performed a rear differentail service after asking the customer if they have ever had the rear or tranmission servicedThe customer stated that no service has ever been performed on the rear or transmissionUpon drianing the rear pumpkin fluid it was noted that this fluid was blacken and in need of replacementOnce these repairs where completed, The truck was then inspected and re-test driven to confirm the vibration issues had been resolvedUpon return fo the test drive the vibration was greatly reduced but ONLY very slighty apparent as certain speedsI reviewed my findings with the customer and stated that I would like to have the transmission inspected by a specailist FREE of chargeThe customer declined the free inspect and demanded a full refund As explained to the customer: This truck has over 100,miles on it and was very poorly maintained which was apparent from the condition of a full point inpection we performedPlease note that we perform this inspection on every vehicle that enters our doors for the safety of our customersI am willing to assist this customer in resolving the vibration issuePlease keep in mind that the worked performed was needed to eliminate the CONSTANT vibrationThe vibraton that the customer is stated is intermittent and is a result of not meeting the standard maintaince guildlines set by [redacted] Motor CorpAs a result the truck will need to be further inpectedAs stated to the customer I am will to have this performed free of charge.But by no means are we to refund the work labor charges or parts that were needed in this vehicle