Mike Raisor Ford

Revdex.com MIKE RAISOR FORD, INCSAGAMORE PARKWAY P.OBOX LAFAYETIE, INDIANA 47903-PHONE (765) 447·FAX (765) 449-This letter is in reference to case ID [redacted] We have reviewed Mr [redacted] 's customer statement and are willing to agree that several mistakes we made by associates of our Auto GroupWe agree to the desired settlementMr [redacted] took possession of his vehicle on Monday 5/at approximately 5PMAt that time, we informed Mr [redacted] that we would be paying for the entire rental car bill and also paying his insurance deductible It is unfortunate that we were unable to provide Mr [redacted] a better experienceWe are currently reviewing internal processes and procedures to ensure that we learn from our mistakes and put in corrective measures going forward Sincerely,Terry H***General Sales ManagerMike Raisor Automotive Group Sagamore Parkway South Lafayette, IN

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

We FedEx’d (tracking # [redacted] ***) a check to State Farm on 4/in the amount of 1, They received the check on 4/at 9:a.m The mistake was by a former employee that closed the ticket for this vehicle without realizing that all of the work wasn’t completed Thanks, Rick Rick J [redacted] C.P.A-- Controller Mike Raisor Automotive Group Ph[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Business response attached

Revdex.com N Delaware Street #Indianapolis, IN 46204- Case ID# *** Thank you for the opportunity to tell our side of the story on a very unfortunate situationI have researched the purchase that Mr*** ** *** made of a
2011 Mercedes-Benz E550 on *** ***Our Automotive Group does have a Mercedes-Benz franchise, yet not all pre-owned vehicles are certified or are eligible to be certifiedThe Ewas a vehicle that was never certified through MB and was never represented that it was certifiedAll certified MB vehicles are delivered at our MB location, this vehicle was delivered from our pre-owned center In response to *** ***'s statement, we did perform a point inspection of the vehicle which is done on every pre-owned vehic le we acquireWe take great pride as an Automotive Group that we only sell good quality pre-owned veh iclesAt the time of purchase we also provide each customer with the opportunity to purchase an extended warranty for their pre-owned vehicle to aid them with the costs associated with the ownership of any vehicleAt the time of purchase, Mr*** declined to purchase an extended warrantyI do find it interesting that Mr*** purchased the Ein Lafayette, Indiana, drove all the way back to his home in Wisconsin, then for another days before noticing that there was a vibration that was determined to be bent whee ls and warped rotorsIf the vehicle truly had a bent wheel and/or warped rotors at the time of purchase then I wou ld have thought that the vibration would have been noticed much earlier At the end of the day, we as an Automotive Group try our best to make sure every customer has a great purchase experience and are completely satisfied with the vehicle they purchaseUnfortunately, that is not always the caseWe have several service departments within our Automot ive Group that would be more than happy to inspect any vehicle we sell and provide information back to the respective manager to work with the customer to overcome any issuesWith the fact that Mr*** lives in Wisconsin makes it very difficult to support him with our repair departmentsWe are simply contacted by our customer and have to take the diagnosis of a repair shop that we are unfamiliar for a repair that was unnot iced for days and probably 500+ milesMike Raisor Automot ive Group has spent thousands of dollars repairing vehicles in an attempt to satisfy a customer concern or to simply make something that was missed on an inspection rightMr*** is and was welcome to return with the Eand we will be happy to inspect the vehicle and if we find that we missed something then we will be more than happy to work with Mr*** on the repair, and more times than not do it at no cost to himI understand that Mr*** may not be in a position or may not want to take the time to drive the vehicle back to usIt is unfortunate that we may not be a convenient option for repairs for this vehicleThe question does need to be asked as to why Mr*** drove from Wisconsin to Indiana to purchase this vehicle? And were we going to be his option for repairs going forward on a pre-owned vehicle with no extended warranty coverage? The last item that Iwould like to respond to is the lack of response of the SalespersonThe Salesperson that sold Mr*** his vehicle is no longer employed by our Automotive Group as he choose to pursue a different opportunity. Ihave no way of knowing how this communication was handledBut Iwill say that it was not handled properly by our organization due to the fact that Mr.& Mrs*** were unsatisfied with itWe have over employees and work very hard to follow up with our customers in all aspectsBut Ido apologize that they could not find someone within our organization for supportIn closing,I am truly sorry for Mrand Mrs*** at the circumstances that surround their livesUnfortunately, a purchase decision was made to purchase a vehicle very far away from home and to not purchase a warranty to protect against the fact the vehicle is going to require repairs,as all vehicle's do at some pointI will reach out to Mrand Mrs*** to discuss all matters with them but at this time Ido not have a resolution to report Sincerely Terry H***General Sales Manager

Revdex.com   MIKE RAISOR FORD, INC. 2051 SAGAMORE PARKWAY P.O. BOX 5028 LAFAYETIE, INDIANA 47903-6028 PHONE (765) 447·9444 FAX (765) 449-4564 This letter is in reference to case ID [redacted]. We have reviewed Mr. [redacted]'s customer statement and are willing to agree that several...

mistakes we made by associates of our Auto Group. We agree to the desired settlement. Mr. [redacted] took possession of his vehicle on Monday 5/22 at approximately 5PM. At that time, we informed Mr. [redacted] that we would be paying for the entire rental car bill and also paying his insurance deductible.   It is unfortunate that we were unable to provide Mr. [redacted] a better experience. We are currently reviewing internal processes and procedures to ensure that we learn from our mistakes and put in corrective measures going forward.   Sincerely,Terry H[redacted]General Sales ManagerMike Raisor Automotive Group 2051 Sagamore Parkway South Lafayette, IN 47905

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

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

We FedEx’d (tracking #[redacted]) a check to State Farm on 4/19 in the amount of 1,660.61.  They received the check on 4/20 at  9:56 a.m.  The mistake was by a former employee that closed the ticket for this vehicle without realizing that all of the work wasn’t completed.  ...

Thanks, Rick Rick J. [redacted] C.P.A. -- Controller Mike Raisor Automotive Group Ph.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

We FedEx’d (tracking #[redacted]) a check to State Farm on 4/19 in the amount of 1,660.61.  They received the check on 4/20 at  9:56 a.m.  The mistake was by a former employee that closed the ticket for this...

vehicle without realizing that all of the work wasn’t completed.   Thanks, Rick Rick J. [redacted] C.P.A. -- Controller Mike Raisor Automotive Group Ph.[redacted]

Revdex.com
letter-spacing: -2.5pt;">151 N Delaware Street #2020 Indianapolis, IN 46204-2599   Case ID# [redacted]
  
Thank you for the opportunity to tell our side of the story on a very unfortunate situation. I have researched the purchase that Mr. [redacted] made of a 2011 Mercedes-Benz  E550  on [redacted]. Our Automotive Group does have a Mercedes-Benz franchise, yet not all pre-owned vehicles are certified or are eligible to be certified. The E550 was a vehicle that was never certified through MB and was never represented that it was certified. All certified MB vehicles are delivered at our MB location, this vehicle was delivered from our pre-owned center.   In response to [redacted]'s statement, we did perform a 120 point inspection of the vehicle which is done on every pre-owned vehic le we acquire. We take great pride as an Automotive Group that we only sell good quality pre-owned veh icles. At the time of purchase we also provide each customer with the opportunity to purchase an extended warranty for their pre-owned vehicle to aid them with the costs associated with the ownership of any vehicle. At the time of purchase, Mr. [redacted] declined to purchase an extended warranty. I do find it interesting that Mr. [redacted] purchased the E550 in Lafayette, Indiana, drove all the way back to his home in Wisconsin, then for another 8 days before noticing that there was a vibration that was determined to be bent whee ls and warped rotors. If the vehicle truly had a bent wheel and/or warped rotors at the time of purchase then I wou ld have thought that the vibration would have been noticed much earlier.   At the end of the day, we as an Automotive Group try our best to make sure every customer has a great purchase experience and are completely satisfied with the vehicle they purchase. Unfortunately, that is not always the case. We have several service departments within our Automot ive Group that would be more than happy to inspect any vehicle we sell and provide information back to the respective manager to work with the customer to overcome any issues. With the fact that Mr. [redacted] lives in Wisconsin makes it very difficult to support him with our repair departments. We are simply contacted by our customer and have to take the diagnosis of a repair shop that we are unfamiliar for a repair that was unnot iced for 9 days and probably 500+ miles. Mike Raisor Automot ive Group has spent thousands of dollars repairing vehicles in an attempt to satisfy a customer concern or to simply make something that was missed on an inspection right. Mr. [redacted] is and was welcome to return with the E550 and we will be happy to inspect the vehicle and if we find that we missed something then we will be more than happy to work with Mr. [redacted] on the repair, and more times than not do it at no cost to him. I understand that Mr. [redacted] may not be in a position or may not want to take the time to drive the vehicle back to us. It is unfortunate that we may not be a convenient option for repairs for this vehicle. The question does need to be asked as to why Mr. [redacted] drove from Wisconsin to Indiana to purchase this vehicle? And were we going to be his option for repairs going forward on a pre-owned vehicle with no extended warranty coverage?   The last item that Iwould like to respond to is the lack of response of the Salesperson. The Salesperson that sold Mr. [redacted] his vehicle is no longer employed by our Automotive Group as he choose to pursue a different opportunity.  Ihave no way of knowing how this communication was handled. But Iwill say that it was not handled properly by our organization due to the fact that Mr.& Mrs. [redacted] were unsatisfied with it. We have over 300 employees and work very hard to follow up with our customers in all aspects. But Ido apologize that they could not find someone within our organization for support. In closing,I am truly sorry for Mr. and Mrs. [redacted] at the circumstances that surround their lives. Unfortunately, a purchase decision was made to purchase a vehicle very far away from home and to not purchase a warranty to protect against the fact the vehicle is going to require repairs,as all vehicle's do at some point. I will reach out to Mr. and Mrs. [redacted] to discuss all matters with them but at this time Ido not have a resolution to report.   Sincerely Terry H[redacted]
General Sales Manager