Mr Auto & Company Inc

Complaint: ***
I am rejecting this response because:We didn't have a choice on who our truck went to to get fixed when we bought itAnd they did nothing to fix our truck after the saleWhen we contacted Bree all she offered was to put us into another vehicle but since we had already had our truck fixed there was no need for another vehicleWe have all the documents from when we bought the truck and our mechanic.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

This is close to a year after the vehicle was sold so some details may be different due to the employees no longer with the companyThe general manager at the time delivered the vehicle at no extra cost to the customer in another stateThe customer had done all of the funding requirements prior to
receiving the vehicleThey also signed all the paperwork upon delivery and then called to voice their concerned afterWe did offer them to trade the vehicle because all money had been collected and finalizedAfter they declined the offer we did not hear anything from the customer assuming the issue was resolved

Complaint: [redacted]
I am rejecting this response because: The business didn’t offer to trade anything. The gentleman that we talked to told us too bad you singed the paperwork, your problem now. They didn’t offer to make things right. They were rude on the phone and gave us no choice or options. 
Sincerely,
[redacted]

Dear Revdex.com,
I would like to formally request that you re-open my complaint (#[redacted]) with the Revdex.com against Mr. Auto, because I did not have a chance to respond to their assertions, due to work burden (work + on-call time).  I would like for you to take the following into account:
One.  To address my request for prompt follow-up. Mr. Auto has a history of poor response time. Over the past three months Mr. Auto had developed a pattern of poor follow-through and left many calls and requests unanswered. From the day after we purchased the car, we called them regularly over three weeks trying to get the car in and would not receive phone calls back. We would finally have to drive to the office in order to get any kind of a response. This occurred repeatedly with multiple issues that came up i.e. related to the initial work for the transmission flush, the work for the timing belt, and our concerns regarding the antifreeze. It is important to mention we were dealing with Jason (a different man than the respondent to our claim) and Daniel. This is why I pressed them the night that I called about the head gasket. I did not expect a phone call back because that had been our experience through multiple similar encounters in the past.
Two. Regarding the claim that this is frivolous and that Mr. Auto holds no culpability, I would urge the reader to consider the fact that the entire staff was fired not one month after this transaction. This includes the mechanic who evaluated in our car (and purportedly checked the head gasket) and the sales people who sold us our car. The entire staff! If just the mechanic were fired, I would suspect this might be related to a competency or timeliness issue. If just the sales staff were let go, then I would inquire whether it might be related to poor sales figures. I am not privy to the details of the restructuring, but the fact that the entire team was summarily fired would suggest something more widespread - that this was a response to a systemic concern regarding competency, integrity and ethics.
Number three. The antifreeze loss was present at the same rate of loss from the first day we purchased the car. Volvos have a digital readout that tells us to pull over safely and refill the antifreeze immediately when it becomes low. That first alarm occurred the day after we purchased the car. [redacted] took the car in and spoke with Daniel at length about it. He reassured her that he was going to check with the mechanic, that it was no big deal and to just to keep the antifreeze topped off meanwhile, with half-and-half water and antifreeze. [redacted] even spoke with the owner of Mr Auto about the concern. She mentioned how inefficient the staff were. The owner said "inefficient is the right word for them."
Number four. [redacted] continued to drive the car in town only based on recommendations from two authority figures: Daniel at Mr. Auto and the mechanic at Hurleys brothers. They both indicated that she could safely drive the car in town as long as she topped off the antifreeze while waiting to follow up and clarify the diagnosis. She did so until she had a road trip planned which is what brought the car into Bob's for evaluation and the final diagnosis.  Volvos provide digital warnings of any issues. For example, when the antifreeze level is low, the dashboard flashes repeatedly the words, "Coolant low. Stop engine safely."  [redacted] carried a bottle of Volvo antifreeze with her, and we are both certain that the antifreeze was topped off appropriately and that the engine did not overheat while it was in our possession.  In-town driving usually involves 10 to 30 minute stop and go traffic trips which are unlikely to cause overheating anyway, especially during fall and winter. We take care of our cars. Our last Honda Odyssey that we traded for this Volvo had 216,000 miles on it and worked quite well still. [redacted] had just taken our old car on a cross-country road trip to the west coast. We take care of our cars: we change the oil, we take our cars in for maintenance, and we expect them to last. Doesn't seem strange that The Volvo was losing antifreeze from day one after purchase? Doesn't it seem strange that after decades of careful maintenance suddenly would slip our minds to take care of this our newest and nicest car? Honestly, doesn't it seem fishy that a brand-new car would have such a major issue immediately after purchase – and then the purchaser is blamed for the issue? 
After hearing the aforementioned, would you buy a car from this car shop?  If you think about the details… Two sales people and a mechanic fired right after the sale … And working the timing belt into the sale after checking with the mechanic… then claiming ignorance that this $600 project did not need to be done... antifreeze disappearing since the moment of sale… And again five or six similar complaints like mine has been admitted by Jason… Would you do business with these people?
Number five. If Mr. Auto decides that they do not want to make any kind of a gesture to make this situation right, then I would simply request that our complaint be represented in their Revdex.com rating. This way other concerned consumers could read about our experience and make an informed decision about this company.
If, on the other hand, Mr. Auto has reformed, and if our issues were related to three unethical employees who have been fired and no longer work there, then I would suggest that they reach out to us and try to make this right.  We are reasonable people.
Sincerely,
[redacted]

The issues with the truck were resolved with the due bill. We did give the customer the advantage of taking the vehicle to their choice of mechanic prior to purchase and the customer declined. We made every effort beyond our responsibility to fix the things that happened to the customers truck AFTER...

the sale out of goodwill. We are under new management and due to the employees no longer employed this is all the info that we have access to. We did everything we were contractually obligated to do.

The customer was upside down in his 2011 Chevrolet Malibu by $6,500. In order to get him into a truck there had to be room to absorb his negative equity. At the time with our current inventory, that was the only truck that had the ability to absorb the negative equity. We made 0$ on the customer...

because we wanted to help get him into a truck and unburden him from the negative equity. We sold the truck for $800 below NADA Retail. As far as the mechanical issues, it is a used vehicle and things can go wrong at anytime. We were notified of these issues after the complaint was made. We made the necessary repairs and we paid the mechanical bill. Things have been resolved.