Initial Business Response /* (1000, 5, 2014/07/31) */
Contact Name and Title: [redacted] Service Direc
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ameritech.net
Customer did come and drop off his vehicle on 6/13/14 for service stating he had a problem with a noise from the...
transmission. At that time we did provide him with a loaner where we take all their information including drivers license, insurance and credit card. We explain to them that they are responsible for fuel, any damage or violations with the vehicle. We have them initial next to the damage section and explain that they are initialing that there is no damage currently on the vehicle and then have them sign the agreement taking full responsibility. We have the vehicles parked outside and walk them to the vehicle, at no time do we ever not allow them to inspect the vehicle.
[redacted] contacted him on 6/17/14 to let him know we were unable to duplicate any noise and his vehicle is ready for pick up, which he told [redacted] that he had a family emergency out of state and would pick up his vehicle when he returned. We did not know that he took the loaner car out of state and would have it for 11 days. When he returned on the 24th and dropped off the loaner we did our normal inspection in the service lane and showed him the damage explaining it would be his responsibility. He then told us that he had the car in his possession the whole time when he went to [redacted] and [redacted] putting on 2633 miles and didn't feel it was his fault or responsibility.
I received an estimate for $895.79 called him and he felt it was to much. I spoke with and emailed him on 7/3/14 in which Mr. [redacted] said he was going to call Acura and would get back to me. I waited for seven days and when I did not hear from him I went ahead and charged his credit card for the damage.
Mr.[redacted] was made aware of all the terms and conditions of the loaner agreement. By signing the agreement and initialing the damage section, he authorized us to charge his credit card for damages.
I find it odd that Mr. [redacted] finds it impossible to believe that he damaged our vehicle while in his possession for 2600+ miles. Mr. [redacted] is fortunate that we did not charge him for the 10 days of unauthorized use, just the damage on the vehicle when he returned it to us.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see the attached Pdf fro my responses.
Thanks
Final Business Response /* (4000, 9, 2014/08/20) */
I'm sorry that Mr. [redacted] feels the charges are for the use of the loaner. Bottom line is Mr. [redacted] is being charged for the damage to the loaner not the use.
Mr. [redacted] signed and initialed next to the damage box on the agreement taking full responsibility for any damage or violations.
Mr. [redacted]'s commit that the damage may have caused by one of our service staff employee's is far from the truth. Every morning we have the loaners inspected for fuel level and any damage noted on the agreement prior to being parked in the customer delivery area for the loaners.
Mr, [redacted] needs to take full responsibility for his actions per the agreement he signed.
Final Consumer Response /* (4200, 11, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree that I signed to take the full responsibilty for the damage if done by me.
The damage was not done by me.
And I asked to allow me visit and take pictures of the damage so I can go through my insurance. They totally ignored my request as they probably knew that Insurance company will fight for me and the charges posted.
I did review the contract and there is a clear discepency there. They made me sign the paper that there was a passenger [redacted] fender damage, and the repair estimate they sent me is for fender and bumper. The didnt show me any damage to bumper and I didnt sign or agree on damage to bumper.
There are so many things pointing towards the unprofessional practices of this dealership.
1) Damage wasnt done by me.
2) The repair estimate says damage to bumper and fender and the contract I signed says damage to fender only.
3) I was never given an opportunity to come in and take pictures as they knew that they wouldnt be able to justify the damage to Bumper.
My insurance deductible is very minimal and if I was given an opportunity to go through the insurance this would have been very minimal charge to me. And by all means this was my legal right to take pictures which was completely ignored.
Initial Business Response /* (1000, 5, 2014/08/13) */
Ms. [redacted] - As I mentioned during our phone call, Mr. [redacted] and I have reached an agreement to resolve this case. I will have reimbursement sent to Mr. [redacted] within 48 hours of his acknowledgement of this agreement. I have discussed with...
Mr. [redacted] that he should "reply to all" to this email so that I can get his check processed and mailed.
[redacted]
General Manager
Muller's Woodfield Acura
Initial Consumer Rebuttal /* (3000, 8, 2014/08/13) */
Dear Chicago Revdex.com,
Attn: Ms. [redacted],
I have been contacted by the dealership and we have come to an agreement. The dealership has agreed to reimburse me $560.00 towards my travel and expenses and once I receive the check, and it clears my bank, I will be satisfied.
Sincerely,
[redacted]
Final Business Response /* (4000, 14, 2014/08/27) */
Ms. [redacted] - Attached is a copy of the check that Mr. [redacted] received. It has cleared our bank. Please close this complaint as satisfactorily resolved.
Thank you,
[redacted]
Muller's Woodfield Acura
Final Consumer Response /* (4200, 12, 2014/08/26) */
Mr. [redacted],
I acknowledge receiving the check, however without access to the bank it is drawn on I cannot verify the funds have cleared. If you could provide Bank verification documents that the funds have cleared your bank, I will confirm this has been satisfactorily resolved.
Initial Business Response /* (1000, 5, 2014/07/31) */
Contact Name and Title: [redacted] Service Direc
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ameritech.net
Customer did come and drop off his vehicle on 6/13/14 for service stating he had a problem with a noise from the...
transmission. At that time we did provide him with a loaner where we take all their information including drivers license, insurance and credit card. We explain to them that they are responsible for fuel, any damage or violations with the vehicle. We have them initial next to the damage section and explain that they are initialing that there is no damage currently on the vehicle and then have them sign the agreement taking full responsibility. We have the vehicles parked outside and walk them to the vehicle, at no time do we ever not allow them to inspect the vehicle.
[redacted] contacted him on 6/17/14 to let him know we were unable to duplicate any noise and his vehicle is ready for pick up, which he told [redacted] that he had a family emergency out of state and would pick up his vehicle when he returned. We did not know that he took the loaner car out of state and would have it for 11 days. When he returned on the 24th and dropped off the loaner we did our normal inspection in the service lane and showed him the damage explaining it would be his responsibility. He then told us that he had the car in his possession the whole time when he went to [redacted] and [redacted] putting on 2633 miles and didn't feel it was his fault or responsibility.
I received an estimate for $895.79 called him and he felt it was to much. I spoke with and emailed him on 7/3/14 in which Mr. [redacted] said he was going to call Acura and would get back to me. I waited for seven days and when I did not hear from him I went ahead and charged his credit card for the damage.
Mr.[redacted] was made aware of all the terms and conditions of the loaner agreement. By signing the agreement and initialing the damage section, he authorized us to charge his credit card for damages.
I find it odd that Mr. [redacted] finds it impossible to believe that he damaged our vehicle while in his possession for 2600+ miles. Mr. [redacted] is fortunate that we did not charge him for the 10 days of unauthorized use, just the damage on the vehicle when he returned it to us.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see the attached Pdf fro my responses.
Thanks
Final Business Response /* (4000, 9, 2014/08/20) */
I'm sorry that Mr. [redacted] feels the charges are for the use of the loaner. Bottom line is Mr. [redacted] is being charged for the damage to the loaner not the use.
Mr. [redacted] signed and initialed next to the damage box on the agreement taking full responsibility for any damage or violations.
Mr. [redacted]'s commit that the damage may have caused by one of our service staff employee's is far from the truth. Every morning we have the loaners inspected for fuel level and any damage noted on the agreement prior to being parked in the customer delivery area for the loaners.
Mr, [redacted] needs to take full responsibility for his actions per the agreement he signed.
Final Consumer Response /* (4200, 11, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree that I signed to take the full responsibilty for the damage if done by me.
The damage was not done by me.
And I asked to allow me visit and take pictures of the damage so I can go through my insurance. They totally ignored my request as they probably knew that Insurance company will fight for me and the charges posted.
I did review the contract and there is a clear discepency there. They made me sign the paper that there was a passenger [redacted] fender damage, and the repair estimate they sent me is for fender and bumper. The didnt show me any damage to bumper and I didnt sign or agree on damage to bumper.
There are so many things pointing towards the unprofessional practices of this dealership.
1) Damage wasnt done by me.
2) The repair estimate says damage to bumper and fender and the contract I signed says damage to fender only.
3) I was never given an opportunity to come in and take pictures as they knew that they wouldnt be able to justify the damage to Bumper.
My insurance deductible is very minimal and if I was given an opportunity to go through the insurance this would have been very minimal charge to me. And by all means this was my legal right to take pictures which was completely ignored.
Initial Business Response /* (1000, 5, 2014/08/13) */
Ms. [redacted] - As I mentioned during our phone call, Mr. [redacted] and I have reached an agreement to resolve this case. I will have reimbursement sent to Mr. [redacted] within 48 hours of his acknowledgement of this agreement. I have discussed with...
Mr. [redacted] that he should "reply to all" to this email so that I can get his check processed and mailed.
[redacted]
General Manager
Muller's Woodfield Acura
Initial Consumer Rebuttal /* (3000, 8, 2014/08/13) */
Dear Chicago Revdex.com,
Attn: Ms. [redacted],
I have been contacted by the dealership and we have come to an agreement. The dealership has agreed to reimburse me $560.00 towards my travel and expenses and once I receive the check, and it clears my bank, I will be satisfied.
Sincerely,
[redacted]
Final Business Response /* (4000, 14, 2014/08/27) */
Ms. [redacted] - Attached is a copy of the check that Mr. [redacted] received. It has cleared our bank. Please close this complaint as satisfactorily resolved.
Thank you,
[redacted]
Muller's Woodfield Acura
Final Consumer Response /* (4200, 12, 2014/08/26) */
Mr. [redacted],
I acknowledge receiving the check, however without access to the bank it is drawn on I cannot verify the funds have cleared. If you could provide Bank verification documents that the funds have cleared your bank, I will confirm this has been satisfactorily resolved.
Sincerely,
Mr. [redacted]