Moses Honda Volkswagen

In response to complaint ID [redacted] not be resolvedCustomer no longer has possession of the vehicle to which they filed complaintCustomer did not, by their own admission, bring the oil leak to our attentionCustomer never returned to our location to attempt to trade vehicleIn an email they assert that we appraised the car and would not give them satisfactory amount for the equinoxWe keep electronic appraisals and have no record of that equinox being back at our storeI'm just guessing, but believe they went to location next doorThat store is not part of our dealership nor is it owned by the same dealer group Simply has same family nameIn summation, we never heard from customer for nearly months after the initial repair, customer no longer has the vehicle in question, we never had the vehicle at our facility to address concerns or even verify the issues in the complaintWe responded to this complaint within the timeframe requested by the Revdex.comCustomer traded vehicle within that timeframe ending our ability to provide resolution

To whom it concerns,This letter is in response to complaint ID # [redacted] While understanding the customers frustration we would like to first point out that the vehicle was sold with the agreement from the customer that the dealership would cover the vehicle with a limited warranty for a period of days from date of purchaseOur dealership, as promised, paid for the timing chain and oil leak repair in full when it was brought to our attentionCustomer did not pay for this repair out of pocketUntil 12/28/17, we had not received another complaint from the customerThat is more than months outside of the agreed upon warranty period for the vehicleIf customer had Issues at an earlier time, we were not made aware of any concernsWe have not seen the vehicle since the initial repair and have not had the opportunity to check on validity of customers claimWe have no reason to doubt customers concern but need to verify with our own service departmentAs to the claim we "knowingly” sold the vehicle with a bad engine, that is patently falseVehicle was making no "ticking" sound for months so obviously the timing chain repair was done correctlyIf the vehicle had leaked out all the oil in months, then the customer would have had oil all over the bottom of vehicle and where they park the vehicleAgain, we had no complaints filed for this happeningBrand new vehicles that are less than months old occasionally need enginesWhile unfortunate, it is not beyond reason for a year old, mile vehicle to run into an unforeseen engine problem in months, that the dealership could not predictMoses Honda Volkswagen will certainly try to come to an agreeable resolution with the customerWe need to start with the vehicle being looked at by our mechanics.Sincerely,J [redacted] General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action 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.]
The vehicle did leak oil from day 1, there was oil all over the oil pan and the driveway daily! Again, we knew that you supposedly fixed the issue and thought it was just excess oilIt wouldn't have been resolved anyway because I barely got a response from anyone at the dealership, and only one call back, which resulted in the manager telling me that he'd speak with the general manager and have him call me back, that was weeks ago! Once the equinox started knocking really bad, My husband stopped by your dealership and test drove two other vehicles, only to find MORE oil issuesWhy would anyone want to do business with you? Knowing there's issuesLuckily, for us and you, we were able to trade the equinox for a brand new vehicle, although we lost a substantial amount of money in the processI needed a vehicle to drive back and forth with my two children, and after being stranded hours away from home, I had to do somethingYour sketchy business practice needs to be resolved.
Regards,*** ***erts

To whom it concerns,This letter is in response to complaint ID #[redacted]. While understanding the customers frustration we would like to first point out that the vehicle was sold with the agreement from the customer that the dealership would cover the vehicle with a limited warranty for a period of...

30 days from date of purchase. Our dealership, as promised, paid for the timing chain and oil leak repair in full when it was brought to our attention. Customer did not pay for this repair out of pocket. Until 12/28/17, we had not received another complaint from the customer. That is more than 3 months outside of the agreed upon warranty period for the vehicle. If customer had Issues at an earlier time, we were not made aware of any concerns. We have not seen the vehicle since the initial repair and have not had the opportunity to check on validity of customers claim. We have no reason to doubt customers concern but need to verify with our own service department. As to the claim we "knowingly” sold the vehicle with a bad engine, that is patently false. Vehicle was making no "ticking" sound for 4 months so obviously the timing chain repair was done correctly. If the vehicle had leaked out all the oil in 2 months, then the customer would have had oil all over the bottom of vehicle and where they park the vehicle. Again, we had no complaints filed for this happening. Brand new vehicles that are less than 4 months old occasionally need engines. While unfortunate, it is not beyond reason for a 7 year old, 94000 mile vehicle to run into an unforeseen engine problem in 4 months, that the dealership could not predict. Moses Honda Volkswagen will certainly try to come to an agreeable resolution with the customer. We need to start with the vehicle being looked at by our mechanics.Sincerely,J[redacted]General Manager

In response to complaint ID [redacted] not be resolved. Customer no longer has possession of the vehicle to which they filed complaint. Customer did not, by their own admission, bring the oil leak to our attention. Customer never returned to our location to attempt to trade vehicle. In an email they assert that we appraised the car and would not give them satisfactory amount for the equinox. We keep electronic appraisals and have no record of that equinox being back at our store. I'm just guessing, but believe they went to location next door. That store is not part of our dealership nor is it owned by the same dealer group Simply has same family name. In summation, we never heard from customer for nearly 4 months after the initial repair, customer no longer has the vehicle in question, we never had the vehicle at our facility to address concerns or even verify the issues in the complaint. We responded to this complaint within the timeframe requested by the Revdex.com. Customer traded vehicle within that timeframe ending our ability to provide resolution.