Mountain Home Auto Ranch

please confirm you have received our attached response.thank you Deanna M [redacted] 503-572- ***Documents redacted by Revdex.com***

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 MrPotter advises in his response that: “I also verified that the address on the Gap form is indeed the correct address.”After nearly two weeks attempting to contact Express Autogap I was able to finally speak to an agent and they informed me that the address listed was incorrectRegardless, it does appear that either they never received my cancelation letter or they mishandled my cancellation letter “Prior to early October, Mountain Home Auto Ranch was never informed by this customer that he wished to cancel the policy In this six month period there would have been ample opportunity for the customer to request a cancellation directly from the dealer.”According to the text of the Autogap Policy I was instructed to cancel the policy by notifying the Policy Administrator in writingThe Policy Administrator was listed on the contract as Express AutogapIt wasn’t until AFTER I contacted Express AutoGap that I was informed I could contact the dealership directly for cancellation“It was at this time that the customer was informed that the refund would be prorated and we could not “back date” a legal document.”I was never informed either verbally or in writing that the refund would be proratedIn fact, I did not know that a prorated amount was applied until AFTER I received the check for partial payment“The customer was informed that if he could provide a copy of the dated letter that was sent to Portfolio requesting the cancellation in May, only then could we request a full refundThe customer was unable to provide a copy of this letter.”I was never asked to provide a copy of the dated letter I sentHad a request for this letter been made I could have easily provided a copy (See attached copy within this complaint)As I explained in my emails to Mountain Home Auto Ranch, The cancellation instructions advised that I would take up to days to process the cancellationAt the day mark I was in the middle of moving my family to Minnesota and my attention was in taking care of thatOnce the move was complete and I immediately attempted to find out why I had not received the refund for the cancellation of the policy Regards, [redacted]

In reference to complaint# [redacted] After researching this complaint extensively Mountain Home Auto Ranch believes that no wrong doing has occurred First, at the time of sale the customer signed several forms agreeing to the purchase of the Gap policy That being said, the Gap policy can be cancelled at any time If the policy is cancelled within days of purchase a full refund will be issued, after days the refund is calculated upon time and mileage used I have personably called Express Autogap, referred to from this point forward as “Portfolio” and confirmed that they had in fact never received any cancellation letter from this particular customer I also verified that the address on the Gap form is indeed the correct address Prior to early October, Mountain Home Auto Ranch was never informed by this customer that he wished to cancel the policy In this six month period there would have been ample opportunity for the customer to request a cancellation directly from the dealer In fact the customer was physically in the dealership on the 16th of June (almost a month after initial sale) to have a complementary repair on the vehicle done, and never mentioned to anyone that he wished to cancel this policy When the customer did contact the dealership in the first part of October, he was immediately sent a cancellation form (please see attached document), which he signed and dated It was at this time that the customer was informed that the refund would be prorated and we could not “back date” a legal document The customer was informed that if he could provide a copy of the dated letter that was sent to Portfolio requesting the cancellation in May, only then could we request a full refund The customer was unable to provide a copy of this letter The dealership received the signed cancellation request 10/16/ Under circumstances a refund would take any where from to weeks In order to appease the customer, the request was immediately processed and a check in the amount of $was mailed to the customer on 10/26/15, less than weeks after the written request It is the opinion of Mountain Home Auto Ranch that everything possible was done in order to help this customer in a timely and legal manner.Thank you, [redacted] General Sales Manager Mountain Home Auto Ranch

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 Everything is true in the response by the business until it states:"Excessive play was noted in the distributor shaft and an estimate was provided to the customer for a replacement rebuilt distributor The customer declined the replacement of the distributor ".My memory does not include this conversationIf this conversation took place, why was it not noted on the service order? The recommendation we were give was to add some additive to the fuel system because dirty fuel lines may have been the culprit for the poor running of the engineWe were told to drive the truck at least miles in order to clean the fuel linesThe service order did say that the vehicle was "working as designed at this time" which is not true and [redacted] and [redacted] both knew thisThey both drove it and knew it wasn't right.Also in their response was this; "The vehicle operated as designed when repairs were complete" I don't know what this meansThe vehicle barely accelerated when we left and we brought it back for Ty to drive which is when he told us to add the fuel cleanerThey did not know how to fix my truck and they charged me for every minute of the time they spentAgain, saying that we declined a new, rebuilt distributor is a lie, that conversation never happened Regards, [redacted]

The complaint was resolved

My name is [redacted] , Parts and Service Director with theMountain Home Auto RanchI am writing in response to case reference number [redacted] .Our customer requested a 100,mile maintenance serviceOne of thecomponents serviced at this mileage interval is the automatic transmissionfluid Our technician performed the fluid service which includes removing the fluidsump pan to gain access to remove and replace the internal transmission fluidfilterA replacement filter was installed and the sump pan was reinstalled andthe fluid level was filled to its proper levelAfter receiving the car back the customer stated there was a concern of thecar hesitating and not moving forward at timesThe vehicle was broughtback to the dealership to be addressedThe technician performed a road testand was unable to duplicate the concern.The replacement filter that was installed during the service was anaftermarket filter as the OE replacement was not available.Our Chevrolet service advisor contacted me to let me know what the situationwasAfter a discussion I directed the service advisor to have the transmissionsump pan removed to visually inspect the filter was installed correctly andthere were no visable defectsAll checked out and the sump pan was reinstalledand the fluid level was filled to the proper level.The vehicle was returned to the customer at this time.The customer states they were still experiencing a problemThecustomer chose to take the vehicle to Dennis Dillon GMC in Boise.The repair order provided by our mutual customer indicated the transmissionfluid was two quarts low on arrivalThey stated it was found to be low fluidlevel causing the transmission shifting performanceThe cause of the low fluidwas identified to a stripped sump pan bolt not allowing proper clamping presureat the gasket mating surfaceA charge of $was paid by the customer topay for the rework.After my review I have determined the customer is due reimbursement for the$spent.The second issue that was identified by the Dennis Dillon technician was anintermittent electrical failure due to an internally corroded battery cable.The remaining charges the customer incurred was to replace the internallycorroded battery cable.The standard 100,mile maintenence service does not include diagnosis andrepair of specific systemsThe concern of cutting out was not brought to ourattention at the time the 100,mile service was performed.In conclusion internal corrosion builds up over a period of timePerformingthe 100,mile maintenance service has no direct relationship to aninternally corroded battery cable.As stated I will authorize reimbursement of the transmission sump panbolt repair of approximately $specified on the Dennis Dillon GMCwork orderI appreciate our customers and believe exceptional customerrelationships are key in today's business environmentI do appreciate thecustomer's concern but feel there is no responsibility on the part of theMountain Home Auto Ranch regarding reimbursement for the internally corrodedbattery cable.Please do not hesitate to contact me with any further questions.Respectfully, [redacted] Parts and Service DirectorMountain Home Auto Ranch [redacted] @mhautoranch.com

Regarding customer complaint from [redacted] ;Our service manager reviewed the complaint once again with [redacted] and ** [redacted] and [redacted] reaffirmed that they gave the customer the option of a replacement remanufactured distributor at a cost of approximately or they offered replacing the module inside the distributorThe customer then asked **, "What would you do?" **'s recommendation was that if it was his vehicle he would start by replacing the module distributor cap and rotorThe customer is correct that the recommendation to replace the distributor is not documented on the repair orderWe have a longstanding excellent reputation in our communi** Therefore, in an effort to satisfy our customer, we will offer to reimburse the customer the cost of the parts which totals 208.58.Thank you [redacted]

In response to complaint ID *** involving advertising issues I must first explain how Mountain Home Auto Ranch does business. All of our vehicles are priced based up market value and supply and demand. This means that based upon the vehicles options, and equipment and also how many
we have in stock, each vehicle may have a different price. Every customer is given the opportunity to look at and purchase a different vehicle at a lower price if it has less equipment or is not in such high demand. This being the case, Mr *** would certainly have had the opportunity to purchase a different vehicle that either may have been a trim level less, or one that we had several in stockPrices are also determined based upon what factory rebates each customer qualifies for. Some customers may qualify for more rebates, some less based upon geographical location and affiliations, such as military for example. All of our prices are clearly disclosed during the entire course of the transaction. Please see the attached document, clearly showing the sales price in the top left box, as well as the customers signature acknowledging in the bottom right box. This is just one of many documents that clearly show the sales price being disclosed. In good faith we would like to offer Mr *** a $credit to be used towards any future parts, service or sale at Mountain Home Auto Ranch. Thank you,
*** ***GENERAL SALES MANAGERMOUNTAIN HOME AUTO RANCH*** *** ***MHAUTORANCH.COM

***, I would like to address the customer’s original complaint that he was misinformed by the sales staff. First of all, this customer did in fact purchase a preowned truck. When he came to me with his complaint, I brought everyone involved with the transaction together with myself and the customer, so that there would be no misunderstandings. I went on the manufacturers site for this particular camp trailer, and it showed a dry weight of pounds, well below the pounds the vehicle was rated to pull. When I relayed this fact to the customer he did state that this was fine, because he really didn’t know when he was going to actually tow the trailer since his mother was currently living in the trailer. I then pointed out that the vehicle he purchased did in fact come with a transmission cooler, trailer tow mirrors, and a class III tow package. The truck was set up to tow. I would like to note that the customer was given ample opportunity to ensure this was the correct vehicle for him. He was allowed to drive the truck home overnight, before the deal was ever agreed upon, to “sleep on it” and make sure this was the purchase he wanted to move forward with. He came back the next morning, stated he liked the truck and wished to proceed with the deal. It was almost a week later that he returned with the complaint. When he did return I did give him several options. First I offered to go to his house, hook up the trailer with the truck he purchased and pull the trailer up a very large grade outside of Mountain Home to put his mind at ease. I also stated that if it didn’t pull it up the grade we would get him out of the vehicle. The customer stated this would be too much of a hassle since his mother was living in the trailer, and refused the offer. Then I offered to trade him out of the truck that he had purchased, and sell him a new truck, that in his mind would tow his trailer. Please understand that the price walk from a year old used truck to a brand new one was over $ I showed him that the new payment would be $more a month, simply based upon the price difference between the two trucks. Once again, the customer refused this. I believe this is a case of “buyers remorse”, simply due to the fact the the customer refused any of the options that I offered him. There was never any intention to mislead or misinform the customer. Please note that when the customer left our business he was satisfied and in fact stated “don’t worry I will still give you a good survey.” Referring to the survey that we send out to gauge our customers satisfaction. Thank you, *** ***General Sales ManagerMountain Home Auto Ranch*** *** ***
***

Revdex.com,In regards to complaint #***, Mountain Home Auto Ranch stands by our original assessment of the customers complaint. Mountain Home Auto Ranch does acknowledge the customers concerns, but at this point believes that we have done all that could be done to oblige this customer, short of issuing the full refund. This was done by expediting the refund that was owed to the customer. The customer acknowledges himself that under circumstances, a refund could take up to days. As stated in the previous response, once Mountain Home Auto Ranch was made aware of the desire to cancel the policy, the refund was issued and sent out within days. The cancellation request was signed and dated in October, and unfortunately at this point there is no more that can be done. We do regret that this situation occurred, but at this point believe that no further action can be taken.Thank you,*** ***General Sales ManagerMountain Home Auto Ranch

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Hello again, First off, I have to say that this is exactly the response I expected from this business I stand by what I stated in my complaint Be assured that they are simply trying to flip the story on me, just like they were trying to do after I brought the actual tow rating to their attention In fact, it was I that directed them to the Ram towing guide, which showed the actual tow rating of the truck and they still argued with me Like I stated before, I felt trapped and did what I needed to to get out of the office They never offered to tow anything, and definitely did not offer to get me out of the truck if they couldn't prove that it could tow my trailer They tried to pressure me into towing the trailer to the dealership myself, but I told them I did not feel comfortable doing that I did tell them that my mother was currently staying in the trailer, but that is not an excuse for them to use against me, as I could have hooked up and towed if I felt comfortable doing it The purchase price of the used truck with less than 10k miles on it was roughly $28k The new truck was roughly $32k How that translates to a $15k difference does not make sense They could have just given me back my trade, which they told me several times they were just going to auction off anyway, but when I asked, the manager said he already put $2k in repairs so that he could sell it......for almost double what they gave me for it This is simply a case of dishonest business, not buyers remorse I love the truck and thoroughly enjoy driving it I simply do not feel safe towing my camper with it The only true remorse I have at this point, is the obvious And that's doing business with the Mountain Home Auto Ranch
Regards,
*** ***

In response to complaint ID*** Mountain Home Auto Ranch stands by its original claim that everyattempt was made to come to an agreement with the customer, ***. I do understand that Mr *** feels as though his vehicle willnot tow his camper. As stated previously , we did in fact look up weightratings and offered to tow the camper, the later of the two was declined by Mr***. It is the belief of Mountain Home Auto Ranch that the customerhad more than ample time to consider the purchase of the vehicle, especiallysince Mr *** was allowed to take the vehicle overnight before he agreed topurchase it. This is not a practice of the Auto Ranch to allow acustomer to take a vehicle overnight without purchasing the vehiclebeforehand. This being combined with the offer to tow the camper showsthat we did what we could to satisfy the customer. Mr *** even statesin his latest statement that he “loves” the vehicle. Mountain Home AutoRanch did in fact attempt to resolve this issue with the offer to tow thecamper and also offering to trade the customer out of the vehicle. Itappears the short of refunding the entire purchase, which we cannot do, we arenot able to satisfy Mr ***, although every attempt was made. Thank you, *** ***Mountain Home Auto Ranch

To Whom it may concern,This is in response to complaint ID ***In response to the above stated complaint, Mountain Home Auto Ranch would first like to state that as of the date of this response, Mt *** has not paid the Auto Ranch any of the $disputed. This being the case , there is
nothing to refund or dispute to or for the customer. Reviewing the complaint, Mr *** acknowledges that he in fact did give verbal authorization to the service writer to go ahead and perform the necessary repairs to his vehicle. After approving the work the customer called back and told the service writer to simply put his vehicle back together because he need to leave town in the very near future. Mr *** admitted to the Service Director, Craig C***, that he never actually told the service writer not to perform the work. This being the case, the service writer took the initiative to quickly perform the repairs in order for the customer to be able to leave town. It was only when Mr *** came to pick up his vehicle that he stated he did not want the work performed, never making that known prior to pick up. Mr *** then met with the Service Director, Craig C***. Mr C*** offered to help the customer by offering to pay for the labor of the repair and only charge Mr *** for the actual physical parts that were installed on the vehicle. The total of the parts being $179, well below the $for the total cost of the repair. The customer at the time agreed to pay this amount when he returned to town. At this point Mountain Home Auto Ranch is requesting payment in the amount of $for the cost of parts to be paid by the customer which he verbally agreed to with Craig

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This offer is for another complaint entirely My complaint was for being wrongfully sold a truck that did not meet my given criteria and the dealerships disregard of this issue Once again, I am seeking an vehicle exchange, whether for another truck or for my trade in
Regards,
*** ***

To Revdex.com:10-23-15Regarding case ***Attached is the customer copy of the repair order for ***
*** repair order. Blaine was the technician, customer driving on
highway and vehicle diedBlaine diagnosed a failed ignition module and pick up
assemblyReplaced the failed components
vehicle started and ran but still
idled rough and was sluggishTechnician inspected ignition spark plugs and
found the electrodes worn with excessive gap and carbon fouledCustomer
approved replacement of ignition spark plugs and spark plug wires.
Technician completed repairs, adjusted ignition timing and performed road test
Vehicle ran betterExcessive play was noted in the distributor shaft and an
estimate was provided to the customer for a replacement rebuilt
distributor. The customer declined the replacement of the
distributor. The vehicle operated as designed when repairs were complete.*** ***

To whom it may concern, In response to complaint ID *** regarding the pricing of our vehicles on the website. The customer in this instance is referring to our “starting at price” listed on our website. Although this is the lowest price shown, it absolutely does represent a
price that a customer may purchase a vehicle of that model for. For instance on our website we have a Ford Expedition EL limited listed for sale. The pricing breaks down as follows: MSRP $62,830 Best Price $Starting At $49,539. “Best Price” represents the absolute lowest price that a customer may purchase that specific vehicle for. Keep in mind that the price does include rebates that are geographic specific and may require an affiliation such as active duty or retired military. None the less if the customer qualifies for all the rebates from the factory, the vehicle may absolutely be purchased for that price. Mountain Home Auto Ranch can and does not control any rebates that may change based upon the customers zip code to where the vehicle may be registered, and for any affiliation that the customer is not a member or associated with. The “Starting At” price represents a vehicle of that model, in this case an Expedition, that is for sale. This price will represent a lower trim level and less equipment thus showing a lower price. It does however represent a vehicle of that model, that as stated above, if all qualifying rebate requirements have been met, can be purchased for that price. In no way does this represent a “bait and switch” tactic. In this particular case, the customer was never in the store and no transaction was ever discussed or completed. As anyone can see from the pricing example above, all of our vehicles are pre discounted with a large dealer discount and factory rebates. We do not advertise MSRP or just a small discount like most dealersOur customers have asked us to take the hassle out of their car buying experience by instituting this “best price” up front policy, and we have thousands of happy customers that would agree. Thank you,
*** ***General Sales ManagerMountain Home Auto Ranch

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.
I apologize for this complaint taking so much of your time.  I honestly feel that there can be no closure to this issue if the Mountain Home Auto Ranch wishes to remain dishonest with their responses.  Unfortunately, there is no written or physical proof of either of our claims, so what we have is a "he said, she said" stalemate.  I stand by my complaint and that's probably as far as this will go, being as I'm only the customer and not the business.  Keep in mind that I am not admitting defeat, but merely want to move on.  I do wish that this complaint is seen publicly, as a warning to any future customers that this business deals with.  Lesson learned, ALWAYS GET IT IN WRITING!
Regards,
[redacted]

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 find that this resolution is satisfactory to me.
Sincerely,
[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.
Mr. Potter advises in his response
that: “I also verified that the
address on the Gap form is indeed the correct address.”After nearly two weeks attempting
to contact Express Autogap I was able to finally speak to an agent and they
informed me that the address listed was incorrect. Regardless, it does appear
that either they never received my cancelation letter or they mishandled my
cancellation letter.   “Prior to early October,
Mountain Home Auto Ranch was never informed by this customer that he wished to
cancel the policy.  In this six month period there would have been ample
opportunity for the customer to request a cancellation directly from the dealer.”According to the text of the Autogap
Policy I was instructed to cancel the policy by notifying the Policy Administrator
in writing. The Policy Administrator was listed on the contract as Express
Autogap. It wasn’t until AFTER I contacted Express AutoGap that I was informed
I could contact the dealership directly for cancellation. “It was at this time that the
customer was informed that the refund would be prorated and we could not “back
date” a legal document.”I was never informed either
verbally or in writing that the refund would be prorated. In fact, I did not
know that a prorated amount was applied until AFTER I received the check for
partial payment. “The customer was informed that
if he could provide a copy of the dated letter that was sent to Portfolio
requesting the cancellation in May, only then could we request a full refund. The
customer was unable to provide a copy of this letter.”I was never asked to provide a
copy of the dated letter I sent. Had a request for this letter been made I
could have easily provided a copy (See attached copy within this complaint)As I explained in my emails to
Mountain Home Auto Ranch, The cancellation instructions advised that I would
take up to 60 days to process the cancellation. At the 60 day mark I was in the
middle of moving my family to Minnesota and my attention was in taking care of
that. Once the move was complete and I immediately attempted to find out why I
had not received the refund for the cancellation of the policy.
Regards,
[redacted]