Initial Business Response / [redacted] (1000, 10, 2017/08/30) */ Dealer Principal, [redacted] , called for [redacted] and reached her in the early afternoon on Friday, August 18th to discuss her case and hear her concerns He understood from their conversation that she did not fully comprehend how the warranty on her vehicle worked and told her he would have the fixed operations manager, myself ( [redacted] ), call her to explain the warranty on her vehicle I called her at [redacted] on her cell Friday, August 18th around 6pm--no answer, left voicemailI called a second time on Monday, August 21st at 10:40am--no answer, left a second voicemailAs I was going away for meetings the rest of the week, I left the case with our Business Development Coordinator, [redacted] , to call her daily until we reached herLuckily, on Tuesday, August 22nd at 10:35am--we reached [redacted] [redacted] explained to [redacted] that although we CAN work on her vehicle, her WARRANTY is with the manufacturer ( [redacted] ) and they will not pay US to do warranty, they will only pay a [redacted] dealerWe can certainly do the work, but she would have to pay to have it done as she did not purchase any extra warranty on the vehicleWhich is why when she originally called in with this concern, she was explained that her warranty was only valid at the manufacturer ( [redacted] ) and she would be better off getting the work done under warranty than having to pay out of her own pocket She explained to [redacted] that she had called Rendez-Vous [redacted] in [redacted] , NB to tell them about a ticking noise in the engine and they said it was probably something minor and not to waste a trip going in (again, this is from the customer, not the dealer)She also said that she took it into [redacted] here in Woodstock, NB so [redacted] called there to see what had happened and [redacted] said they had a work order open for her but she didn't want to come back as she needed other parts (which other parts we are unsure) [redacted] said she did not make any complaint towards CYV, she just wants her vehicle fixed [redacted] advised her to go back to the [redacted] dealer, whether it be [redacted] in Woodstock, NB or Rendez-Vous [redacted] in [redacted] , NB to get the issue diagnosed and hopefully repaired under warranty We do not know any further details about what happened at [redacted] as they cannot divulge that information but if they did order a part for her and told her it was under warranty, it is the customer's responsibility to return the vehicle to have it repairedIf there were other parts that were needed that were NOT covered, then the customer is not obliged to get them doneIt is always the customer's choice to proceed with a repair or not, which is likely what [redacted] would have explained to the customerIf a warranty part was ordered by [redacted] , she should have returned within a reasonable amount of time to have the vehicle repaired When purchasing a vehicle, extended warranty options are discussed with the customerAll declined options are signed off to ensure the customer is well aware of the coverage options available to themWhich also means, [redacted] would've been explained that the manufacturer's warranty is still valid on her vehicle but that the repairs would have to be performed by the manufacturer ( [redacted] ) if she did not want to pay out-of-pocket [redacted] still does have valid powertrain warranty from [redacted] on her vehicle and we strongly hope she returns to the [redacted] dealer of her choosing to have the vehicle diagnosed, and, if covered under warranty, repaired at no charge
Initial Business Response /* (1000, 5, 2016/11/17) */
Dear Sir:
I wish to advise the B.B.Bthat we resolved and settled this case with our customers, ***, on November 14,
This case was settled with *** with a refund of the suggested amount, and, to her
satisfaction
I would consider this case closed, and, settled to her satisfaction
***
Initial Business Response /* (1000, 8, 2016/06/29) */
To whom it may concern:
In regards to case [redacted] for [redacted], after reviewing this case with our service advisor, I found that the customer ([redacted]) had come to an agreement with our service advisor and approved for the parts to...
be ordered and repairs to be performed.
I apologize for the delay in this response as I was under the understanding that this issue had been resolved on its own as the customer had come to an agreement with their service advisor on Saturday, June 11th, 2016 via telephone.
[redacted] has since paid their portion of the bill and picked up the vehicle after it was repaired, and their third party warranty is covering the other portion of the bill as per their warranty agreement. All repairs were performed as per our estimate that was given to and authorized by the customer, [redacted].
Initial Business Response /* (1000, 10, 2017/08/30) */
Dealer Principal, [redacted], called for [redacted] and reached her in the early afternoon on Friday, August 18th to discuss her case and hear her concerns.
He understood from their conversation that she did not fully comprehend how...
the warranty on her vehicle worked and told her he would have the fixed operations manager, myself ([redacted]), call her to explain the warranty on her vehicle.
I called her at [redacted] on her cell Friday, August 18th around 6pm--no answer, left voicemail. I called a second time on Monday, August 21st at 10:40am--no answer, left a second voicemail. As I was going away for meetings the rest of the week, I left the case with our Business Development Coordinator,[redacted], to call her daily until we reached her. Luckily, on Tuesday, August 22nd at 10:35am--we reached [redacted].
[redacted] explained to [redacted] that although we CAN work on her vehicle, her WARRANTY is with the manufacturer ([redacted]) and they will not pay US to do warranty, they will only pay a [redacted] dealer. We can certainly do the work, but she would have to pay to have it done as she did not purchase any extra warranty on the vehicle. Which is why when she originally called in with this concern, she was explained that her warranty was only valid at the manufacturer ([redacted]) and she would be better off getting the work done under warranty than having to pay out of her own pocket.
She explained to [redacted] that she had called Rendez-Vous [redacted] in [redacted], NB to tell them about a ticking noise in the engine and they said it was probably something minor and not to waste a trip going in (again, this is from the customer, not the dealer). She also said that she took it into [redacted] here in Woodstock, NB so [redacted] called there to see what had happened and [redacted] said they had a work order open for her but she didn't want to come back as she needed other parts (which other parts we are unsure). [redacted] said she did not make any complaint towards CYV, she just wants her vehicle fixed. [redacted] advised her to go back to the [redacted] dealer, whether it be [redacted] in Woodstock, NB or Rendez-Vous [redacted] in [redacted], NB to get the issue diagnosed and hopefully repaired under warranty.
We do not know any further details about what happened at [redacted] as they cannot divulge that information but if they did order a part for her and told her it was under warranty, it is the customer's responsibility to return the vehicle to have it repaired. If there were other parts that were needed that were NOT covered, then the customer is not obliged to get them done. It is always the customer's choice to proceed with a repair or not, which is likely what [redacted] would have explained to the customer. If a warranty part was ordered by [redacted], she should have returned within a reasonable amount of time to have the vehicle repaired.
When purchasing a vehicle, extended warranty options are discussed with the customer. All declined options are signed off to ensure the customer is well aware of the coverage options available to them. Which also means, [redacted] would've been explained that the manufacturer's warranty is still valid on her vehicle but that the repairs would have to be performed by the manufacturer ([redacted]) if she did not want to pay out-of-pocket.
[redacted] still does have valid powertrain warranty from [redacted] on her vehicle and we strongly hope she returns to the [redacted] dealer of her choosing to have the vehicle diagnosed, and, if covered under warranty, repaired at no charge.
Initial Business Response / [redacted] (1000, 10, 2017/08/30) */ Dealer Principal, [redacted] , called for [redacted] and reached her in the early afternoon on Friday, August 18th to discuss her case and hear her concerns He understood from their conversation that she did not fully comprehend how the warranty on her vehicle worked and told her he would have the fixed operations manager, myself ( [redacted] ), call her to explain the warranty on her vehicle I called her at [redacted] on her cell Friday, August 18th around 6pm--no answer, left voicemailI called a second time on Monday, August 21st at 10:40am--no answer, left a second voicemailAs I was going away for meetings the rest of the week, I left the case with our Business Development Coordinator, [redacted] , to call her daily until we reached herLuckily, on Tuesday, August 22nd at 10:35am--we reached [redacted] [redacted] explained to [redacted] that although we CAN work on her vehicle, her WARRANTY is with the manufacturer ( [redacted] ) and they will not pay US to do warranty, they will only pay a [redacted] dealerWe can certainly do the work, but she would have to pay to have it done as she did not purchase any extra warranty on the vehicleWhich is why when she originally called in with this concern, she was explained that her warranty was only valid at the manufacturer ( [redacted] ) and she would be better off getting the work done under warranty than having to pay out of her own pocket She explained to [redacted] that she had called Rendez-Vous [redacted] in [redacted] , NB to tell them about a ticking noise in the engine and they said it was probably something minor and not to waste a trip going in (again, this is from the customer, not the dealer)She also said that she took it into [redacted] here in Woodstock, NB so [redacted] called there to see what had happened and [redacted] said they had a work order open for her but she didn't want to come back as she needed other parts (which other parts we are unsure) [redacted] said she did not make any complaint towards CYV, she just wants her vehicle fixed [redacted] advised her to go back to the [redacted] dealer, whether it be [redacted] in Woodstock, NB or Rendez-Vous [redacted] in [redacted] , NB to get the issue diagnosed and hopefully repaired under warranty We do not know any further details about what happened at [redacted] as they cannot divulge that information but if they did order a part for her and told her it was under warranty, it is the customer's responsibility to return the vehicle to have it repairedIf there were other parts that were needed that were NOT covered, then the customer is not obliged to get them doneIt is always the customer's choice to proceed with a repair or not, which is likely what [redacted] would have explained to the customerIf a warranty part was ordered by [redacted] , she should have returned within a reasonable amount of time to have the vehicle repaired When purchasing a vehicle, extended warranty options are discussed with the customerAll declined options are signed off to ensure the customer is well aware of the coverage options available to themWhich also means, [redacted] would've been explained that the manufacturer's warranty is still valid on her vehicle but that the repairs would have to be performed by the manufacturer ( [redacted] ) if she did not want to pay out-of-pocket [redacted] still does have valid powertrain warranty from [redacted] on her vehicle and we strongly hope she returns to the [redacted] dealer of her choosing to have the vehicle diagnosed, and, if covered under warranty, repaired at no charge
Initial Business Response /* (1000, 5, 2016/11/17) */
Dear Sir:
I wish to advise the B.B.Bthat we resolved and settled this case with our customers, ***, on November 14,
This case was settled with *** with a refund of the suggested amount, and, to her
satisfaction
I would consider this case closed, and, settled to her satisfaction
***
Initial Business Response /* (1000, 8, 2016/06/29) */
To whom it may concern:
In regards to case [redacted] for [redacted], after reviewing this case with our service advisor, I found that the customer ([redacted]) had come to an agreement with our service advisor and approved for the parts to...
be ordered and repairs to be performed.
I apologize for the delay in this response as I was under the understanding that this issue had been resolved on its own as the customer had come to an agreement with their service advisor on Saturday, June 11th, 2016 via telephone.
[redacted] has since paid their portion of the bill and picked up the vehicle after it was repaired, and their third party warranty is covering the other portion of the bill as per their warranty agreement. All repairs were performed as per our estimate that was given to and authorized by the customer, [redacted].
Initial Business Response /* (1000, 10, 2017/08/30) */
Dealer Principal, [redacted], called for [redacted] and reached her in the early afternoon on Friday, August 18th to discuss her case and hear her concerns.
He understood from their conversation that she did not fully comprehend how...
the warranty on her vehicle worked and told her he would have the fixed operations manager, myself ([redacted]), call her to explain the warranty on her vehicle.
I called her at [redacted] on her cell Friday, August 18th around 6pm--no answer, left voicemail. I called a second time on Monday, August 21st at 10:40am--no answer, left a second voicemail. As I was going away for meetings the rest of the week, I left the case with our Business Development Coordinator,[redacted], to call her daily until we reached her. Luckily, on Tuesday, August 22nd at 10:35am--we reached [redacted].
[redacted] explained to [redacted] that although we CAN work on her vehicle, her WARRANTY is with the manufacturer ([redacted]) and they will not pay US to do warranty, they will only pay a [redacted] dealer. We can certainly do the work, but she would have to pay to have it done as she did not purchase any extra warranty on the vehicle. Which is why when she originally called in with this concern, she was explained that her warranty was only valid at the manufacturer ([redacted]) and she would be better off getting the work done under warranty than having to pay out of her own pocket.
She explained to [redacted] that she had called Rendez-Vous [redacted] in [redacted], NB to tell them about a ticking noise in the engine and they said it was probably something minor and not to waste a trip going in (again, this is from the customer, not the dealer). She also said that she took it into [redacted] here in Woodstock, NB so [redacted] called there to see what had happened and [redacted] said they had a work order open for her but she didn't want to come back as she needed other parts (which other parts we are unsure). [redacted] said she did not make any complaint towards CYV, she just wants her vehicle fixed. [redacted] advised her to go back to the [redacted] dealer, whether it be [redacted] in Woodstock, NB or Rendez-Vous [redacted] in [redacted], NB to get the issue diagnosed and hopefully repaired under warranty.
We do not know any further details about what happened at [redacted] as they cannot divulge that information but if they did order a part for her and told her it was under warranty, it is the customer's responsibility to return the vehicle to have it repaired. If there were other parts that were needed that were NOT covered, then the customer is not obliged to get them done. It is always the customer's choice to proceed with a repair or not, which is likely what [redacted] would have explained to the customer. If a warranty part was ordered by [redacted], she should have returned within a reasonable amount of time to have the vehicle repaired.
When purchasing a vehicle, extended warranty options are discussed with the customer. All declined options are signed off to ensure the customer is well aware of the coverage options available to them. Which also means, [redacted] would've been explained that the manufacturer's warranty is still valid on her vehicle but that the repairs would have to be performed by the manufacturer ([redacted]) if she did not want to pay out-of-pocket.
[redacted] still does have valid powertrain warranty from [redacted] on her vehicle and we strongly hope she returns to the [redacted] dealer of her choosing to have the vehicle diagnosed, and, if covered under warranty, repaired at no charge.