Mountain Home Auto Ranch

Regarding
customer complaint from [redacted];Our
service manager reviewed the complaint once again with [redacted] and **. [redacted]
and ** reaffirmed that they gave the customer the option of a replacement
remanufactured distributor at a cost of approximately 380.00 or they offered
replacing the module inside the distributor. The 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 rotor. The customer is
correct that the recommendation to replace the distributor is not documented on
the repair order. We 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 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 30
days of purchase a full refund will be issued, after 30 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 10/16/15.  Under normal circumstances a refund would
take any where from 4 to 6 weeks.  In order to appease the customer, the
request was immediately processed and a check in the amount of $770.45 was
mailed to the customer on 10/26/15, less than 2 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

They got me into a new vehicle and gave me more on the trade in value to do so. Management made the wrong right.

The complaint was resolved

My name is [redacted], Parts and Service Director  with theMountain Home Auto Ranch. I am writing in response to case reference number[redacted].Our customer requested a 100,000 mile maintenance service. One 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 fluidfilter. A replacement filter was installed and the sump pan was reinstalled andthe fluid level was filled to its proper level. After receiving the car back the customer stated there was a concern of thecar hesitating and not moving forward  at times. The vehicle was broughtback to the dealership to be addressed. The 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 situationwas. After 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 defects. All 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 problem. Thecustomer  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 arrival. They stated it was found to be low fluidlevel causing the transmission shifting performance. The cause of the low fluidwas identified to a stripped sump pan bolt not allowing proper clamping presureat the gasket mating surface. A charge of $90.00 was paid by the customer topay for the rework.After my review I have determined the customer is due reimbursement for the$90.00 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 100,000 mile maintenence service does not include diagnosis andrepair of specific systems. The concern of cutting out was not brought to ourattention at the time the 100,000 mile service was performed.In conclusion internal corrosion builds up over a period of time. Performingthe 100,000 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  $90.00 specified on the Dennis Dillon GMCwork order. I appreciate our customers and believe exceptional customerrelationships are key in today's business environment. I 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]
[redacted]@mhautoranch.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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I will take this as a lesson learned. Myself, family, and friends will not do any type of business with Mountain Home Auto Ranch ever again. I don't want there $500.00 credit. I wouldn't trust them with my vehicle. I wouldn't take there credit if it was double that.He said it depended on the vehicle. The only extra I believe mine had was a automatic transmission. No electric windows, seats, mirrors, and it had base steel rims.

Complaint: [redacted]
I am rejecting this response because:We were not...

offered a "national plan".  In addition, the rejection page (2nd page of the business response) doesn't state that what we weren't purchasing was a national plan.  It was also not explained to us that we had to return the van to the dealer for warranty repairs (1st page of business response). We were just given a paper to sign and told that it was for the 3 month, 3000 mile warranty. If we had known we would need to return to the dealership and/or that there was another option we would have taken the other option.Taking that out of the equation, I have been attempting to resolve these issues with the dealership since May 8, 2017. That's 23 days.  It took 11 days just to get them to respond to this complaint! The transmission problem was first reported upon discovery on May 15, 2017.  At no point has the dealership (Craig, the service manager or Darrin, the general manager) asked or told me to bring the van in to the Mountain Home dealership. The only thing they have told me is that they could determine, based on pictures, that there was nothing wrong with my transmission and that they were not willing to fix it.We are 350 miles away. Between driving 400 miles to get the van home (Boise to Mountain Home to "fix" the evap issue and then Mountain Home to the Tri-Cities), an out of town trip for baseball, and standard driving we are within 1000 miles of our warranty expiring.  Driving to Mountain Home and back to the Tri-Cities will eat up any additional warranty.  Based on my experience (major issues missed) and a review of past customer experience, I don't trust Mountain Home Auto Ranch to properly fix the vehicle (or even admit if there is a problem).  Several other customers have been without vehicles for days, weeks, months at a time waiting for proper repairs to be completed.  This is not possible based on where we live and the distance from the dealership.  Is the dealership willing to pay for my food and lodging while I sit 350 miles from home waiting for my vehicle to be repaired? What about the time I will miss from work in that process?This issue did not arise after months of driving.  It was discovered almost immediately after purchasing the vehicle.  That, in my opinion, justifies some leeway on the part of the dealership as they did not hold up their end of the deal.  I have even offered to get a 2nd opinion on the transmission at my expense.  If the 2nd opinion agrees with Lithia I only ask that what I spend on the diagnostic be applied toward my deductible for the repair.  The dealership continues to refuse to act in good faith and take care of their mess.  Darrin told me several times that his employees are not perfect and often miss steps in the inspection and reconditioning process but then fails to admit that this might be one of those times and makes decisions on repairs based on a picture not a review of the vehicle itself and handily dismisses the findings of other Dodge dealerships.  In the meantime, my vehicle is getting worse.  It is no longer shifting smoothly and is sluggish when under even a moderate load such as going uphill.  I expect the dealership to stand by their word, act honestly, and take care of this issue.  As noted, I have made numerous attempts to come to an amicable solution.  The dealership has repeatedly said they will do absolutely nothing.  They didn't even want to look at the vehicle to determine if there is, indeed, an issue.  That tells me that they are simply attempting to control their expenses and know that there is likely a problem but are hoping that they can drag this process out long enough to avoid all liability.
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.
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 conversation. If 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 engine. We were told to drive the truck at least 20 miles in order to clean the fuel lines. The service order did say that the vehicle was "working as designed at this time" which is not true and [redacted] and ** both knew this. They 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 means. The 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 cleaner. They did not know how to fix my truck and they charged me for every minute of the time they spent. Again, saying that we declined a new, rebuilt distributor is a lie, that conversation never happened.  
Regards,
[redacted]

please confirm you have received our attached response.thank you Deanna M[redacted]503-572-5131                            [redacted]Documents redacted by Revdex.com[redacted]