We here at Patriot Auto want our customers to be happy and as a team of professionals we try real hard mrs.[redacted] has been customer for since late 2014 and every car she has leased we have taken great care of her and her vehicles when we set up appointment for mrs [redacted] for 2005 [redacted]...
for a power steering issue on 1/30/16 after we put a brand new power steering line on the vehicle we noticed it was making a slight noise from the power steering pump and we told her if it dont go away in a couple of days we will put a new one on for you at no charge which we did and she called back and told jeff the service writer that it was still making noise and jeff made her a appt but she always needs a loaner vehicle but at the time we did not have a loaner vehicle because other customers were getting there car worked on as well and were all out at the time we still have the part here for mrs.[redacted]. We would love to put it on for her she has service contract and has never paid the first deductible on any 3 of the cars she has leased from us I dont want to go in and talk about the [redacted] becasue we took mrs [redacted] out of this vehicle after paying money to [redacted] of bedford for over well over $1000 dollars for a power sterring pump and oil pressure sensor and mrs [redacted] had other issues arise and we felt it would be better to put her in a much lower mile vehicle so the cost of repairs would not go over the allowed amount of $3500 for her service contract for the [redacted] so I would love to make mrs [redacted] happy by fixing her power steering noise but she has to make a appointment with either jeff or matt and show up and the power steering issue will be resolved.
This customer leased a vehicle from us. Recently the car was "totaled" in a car accident. The insurance company, per normal course of business in such a situation, paid us the balance due on the lease. We provided the customer a statement showing all transactions on the account and the...
"buy-out" amount. Again this is normal insurance contract business.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
This customer entered into a Lease contract with us where we provided the vehicle and she agreed to make a semi-monthly payment and limit the miles driven to about 575 per week. (That’s 30,000 miles a year WAY MORE than most leases.) We always agree that our vehicle will pass an e-check or obtain an...
e-check waiver or we would make needed repairs at no charge. After the customer drove the car the check engine light did come on and she made a service appointment. on 12/23/17 we performed service work. More service work was later performed on 2/2/18. Keep in mind that emission controls on older used cars are often the most difficult items to repair. This is because issues are often layered on top of each other. A specific fault code can result in many possible items that may or may not be causing the light to trigger. It is often frustrating for the customer and the repair facility. What contributes to this frustration is when a customer is unable to keep a scheduled appointment or shows up late and then expects to have the work completed in short order. While we attempt to provide “loaner” vehicles whenever possible it is not a “requirement” of our agreement. Meanwhile, the customer was driving the car, a lot. Hardly sitting in the driveway, the customer drove the car about 8,000 miles in less than 3 months. That is about four round trips to Orlando, Florida and back! She exceeded her contracted miles and we charged her account the .08 cents per mile overage. She has not paid it but it is on her account. Speaking of not paying, the customer also contracted to make semi-monthly payments. She did not keep to the agreed upon schedule. In summary, we understand the customer’s service frustration. We have reached out to her with the promise of a loaner car till we get the emission issue corrected. However, we still will need to be paid as agreed. In alternative, the customer is not ever obligated to keep the car if she is unhappy. She can return the car anytime and she will only be charged for the semi-monthly usage, for any miles driven over the agreed upon, and pay for any damages, if any, over and above normal wear and tear. Sincerely, Matt M[redacted], General Manager.
I am not satisfied with the company response there have been several times I have reached out to the manager with no response. I did express to them how often I could pay the bill. They reprocessed the vehicle very early the default was only imminent. So I would like to start over with them and discuss leasing options.
Revdex.com
RE: Complaint ID
[redacted], [redacted],
We have read the above
referenced complaint and frankly we are “scratching our heads”.
The customer has spoken to EVERYONE but doesn’t seem to
acknowledge the only one issue. That issue is her agreed upon
payments. She...
agreed to make bi-weekly payments beginning 3/28. She
finally made that first payment 4/14. She was due with another on
4/11 then a third on 4/25. She failed to make either.
To illustrate the
amount of good-will we have invested with this customer, consider
that she leased her first van with us on Jan. 16. On or about March
10th that van was stolen. When it was recovered among
other damage, the steering column was destroyed and a bench seat
missing. The customer did not have a service agreement nor insurance
that would cover theft. Out of good-will we took the damaged vehicle
back without charging her and leased her a second van with the
required seating. For her to claim we are not responsive is simply
inaccurate.
It may be that the
customer didn't like our response but we require that customers pay
as agreed. She may re-instate her lease by paying all past due
payments, and late fees on her account.
Sincerely,
[redacted], General
Manager
2:31 pm 06/21/17 called consumer, she said the business has been in contact with her and she has an...
appt. to take her car in on Friday.Consumer said she doesn't have a lot of faith in the business to do the work properly but she will give them a chance to fix the repairs.Consumer was advised we will assume this matter has been resolved, unless she contacts us to advise us the problems were not fixed by the business.
To whom it may concern:We wish to apologize for the delay in the repair of this consumer’s [redacted]. The problem we faced was that a suitable transmission was not available at the time. Yes, we could have gotten a much cheaper transmission with higher mileage, but we didn’t wish an issue down...
the road. Secondly, while her service contract allows for a rental car the rental period is based upon the repair time of the job – two days- not for other down time. Therefore, we afforded the customer a “loaner vehicle”. Again, we apologize for her inconvenience and we report the vehicle is scheduled for completion by end of day Monday 01/15/2018. In the spirit of “Goodwill” we will certainly postpone the payments for any period the customer was without her car or a usable “loaner”.Lastly, we wish to remind the customer that she leased this vehicle with a non-commercial use clause. So, use of this luxury, [redacted] as a “delivery” vehicle or for transport -[redacted] it is a breech of contract. A commercial vehicle is subject to considerably more “wear & tear.” Sincerely, Matt M[redacted], General Manager
We resolved this complaint with the customer. She asked if we had another car for her but we refused. We see thousands of customers a year, most are understanding and responsible. In only two weeks this customer crashed the right front fender, broke the side view mirror and tore off the door...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
At this time I am not satisfied with the response and do not wish to continue to deal with this company. I will not renew or continue any arrangement with the company and want to publish my complaint with the Revdex.com so everyone can see the unwillingness for this company to resolve this complaint and I will be taking this to an attorney and reaching out to the owner of the company for further action.
Regards,
Gratia Dozier
To whom it may concern, In reference to this complaint, we have been in communication with the consumer and are working on a satisfactory resolution. Best Regards,Matt [redacted]
We here at Patriot Auto want our customers to be happy and as a team of professionals we try real hard mrs.[redacted] has been customer for since late 2014 and every car she has leased we have taken great care of her and her vehicles when we set up appointment for mrs [redacted] for 2005 [redacted]...
for a power steering issue on 1/30/16 after we put a brand new power steering line on the vehicle we noticed it was making a slight noise from the power steering pump and we told her if it dont go away in a couple of days we will put a new one on for you at no charge which we did and she called back and told jeff the service writer that it was still making noise and jeff made her a appt but she always needs a loaner vehicle but at the time we did not have a loaner vehicle because other customers were getting there car worked on as well and were all out at the time we still have the part here for mrs.[redacted]. We would love to put it on for her she has service contract and has never paid the first deductible on any 3 of the cars she has leased from us I dont want to go in and talk about the [redacted] becasue we took mrs [redacted] out of this vehicle after paying money to [redacted] of bedford for over well over $1000 dollars for a power sterring pump and oil pressure sensor and mrs [redacted] had other issues arise and we felt it would be better to put her in a much lower mile vehicle so the cost of repairs would not go over the allowed amount of $3500 for her service contract for the [redacted] so I would love to make mrs [redacted] happy by fixing her power steering noise but she has to make a appointment with either jeff or matt and show up and the power steering issue will be resolved.
This customer leased a vehicle from us. Recently the car was "totaled" in a car accident. The insurance company, per normal course of business in such a situation, paid us the balance due on the lease. We provided the customer a statement showing all transactions on the account and the...
"buy-out" amount. Again this is normal insurance contract business.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
This customer entered into a Lease contract with us where we provided the vehicle and she agreed to make a semi-monthly payment and limit the miles driven to about 575 per week. (That’s 30,000 miles a year WAY MORE than most leases.) We always agree that our vehicle will pass an e-check or obtain an...
e-check waiver or we would make needed repairs at no charge. After the customer drove the car the check engine light did come on and she made a service appointment. on 12/23/17 we performed service work. More service work was later performed on 2/2/18. Keep in mind that emission controls on older used cars are often the most difficult items to repair. This is because issues are often layered on top of each other. A specific fault code can result in many possible items that may or may not be causing the light to trigger. It is often frustrating for the customer and the repair facility. What contributes to this frustration is when a customer is unable to keep a scheduled appointment or shows up late and then expects to have the work completed in short order. While we attempt to provide “loaner” vehicles whenever possible it is not a “requirement” of our agreement. Meanwhile, the customer was driving the car, a lot. Hardly sitting in the driveway, the customer drove the car about 8,000 miles in less than 3 months. That is about four round trips to Orlando, Florida and back! She exceeded her contracted miles and we charged her account the .08 cents per mile overage. She has not paid it but it is on her account. Speaking of not paying, the customer also contracted to make semi-monthly payments. She did not keep to the agreed upon schedule. In summary, we understand the customer’s service frustration. We have reached out to her with the promise of a loaner car till we get the emission issue corrected. However, we still will need to be paid as agreed. In alternative, the customer is not ever obligated to keep the car if she is unhappy. She can return the car anytime and she will only be charged for the semi-monthly usage, for any miles driven over the agreed upon, and pay for any damages, if any, over and above normal wear and tear. Sincerely, Matt M[redacted], General Manager.
I am not satisfied with the company response there have been several times I have reached out to the manager with no response. I did express to them how often I could pay the bill. They reprocessed the vehicle very early the default was only imminent. So I would like to start over with them and discuss leasing options.
Revdex.com
RE: Complaint ID
[redacted], [redacted],
We have read the above
referenced complaint and frankly we are “scratching our heads”.
The customer has spoken to EVERYONE but doesn’t seem to
acknowledge the only one issue. That issue is her agreed upon
payments. She...
agreed to make bi-weekly payments beginning 3/28. She
finally made that first payment 4/14. She was due with another on
4/11 then a third on 4/25. She failed to make either.
To illustrate the
amount of good-will we have invested with this customer, consider
that she leased her first van with us on Jan. 16. On or about March
10th that van was stolen. When it was recovered among
other damage, the steering column was destroyed and a bench seat
missing. The customer did not have a service agreement nor insurance
that would cover theft. Out of good-will we took the damaged vehicle
back without charging her and leased her a second van with the
required seating. For her to claim we are not responsive is simply
inaccurate.
It may be that the
customer didn't like our response but we require that customers pay
as agreed. She may re-instate her lease by paying all past due
payments, and late fees on her account.
Sincerely,
[redacted], General
Manager
2:31 pm 06/21/17 called consumer, she said the business has been in contact with her and she has an...
appt. to take her car in on Friday.Consumer said she doesn't have a lot of faith in the business to do the work properly but she will give them a chance to fix the repairs.Consumer was advised we will assume this matter has been resolved, unless she contacts us to advise us the problems were not fixed by the business.
To whom it may concern:We wish to apologize for the delay in the repair of this consumer’s [redacted]. The problem we faced was that a suitable transmission was not available at the time. Yes, we could have gotten a much cheaper transmission with higher mileage, but we didn’t wish an issue down...
the road. Secondly, while her service contract allows for a rental car the rental period is based upon the repair time of the job – two days- not for other down time. Therefore, we afforded the customer a “loaner vehicle”. Again, we apologize for her inconvenience and we report the vehicle is scheduled for completion by end of day Monday 01/15/2018. In the spirit of “Goodwill” we will certainly postpone the payments for any period the customer was without her car or a usable “loaner”.Lastly, we wish to remind the customer that she leased this vehicle with a non-commercial use clause. So, use of this luxury, [redacted] as a “delivery” vehicle or for transport -[redacted] it is a breech of contract. A commercial vehicle is subject to considerably more “wear & tear.” Sincerely, Matt M[redacted], General Manager
We resolved this complaint with the customer. She asked if we had another car for her but we refused. We see thousands of customers a year, most are understanding and responsible. In only two weeks this customer crashed the right front fender, broke the side view mirror and tore off the door...
handle. (See attached pictures.)
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
At this time I am not satisfied with the response and do not wish to continue to deal with this company. I will not renew or continue any arrangement with the company and want to publish my complaint with the Revdex.com so everyone can see the unwillingness for this company to resolve this complaint and I will be taking this to an attorney and reaching out to the owner of the company for further action.
Regards,
Gratia Dozier
To whom it may concern, In reference to this complaint, we have been in communication with the consumer and are working on a satisfactory resolution. Best Regards,Matt [redacted]