Hello,Sorry if this response is hard to read, I am out of the country for 25 days (Mr [redacted] and his attorney are aware) The customer came into the dealership telling my salesperson what his tow rating was and asked to see units that weighed less, which is what my salesperson showed him....
They came in several times and his wife clearly was not interested in a trailer from the start which Mr [redacted]s attorney agrees with. Before the customer left a deposit, he said he wanted to double check the tow rating. My salesperson googled it for the customer and they both looked at the screen together. It is the customers decision to purchase a trailer and not our job to tell customers what they can tow. We can help guide, and utilize the internet which we did, and the customer then can make a decision to if they want to buy. This isn't like the customer simply gave us a deposit. The following week after leaving the deposit (which in this week he could have gone and done more research on his tow vehicle) he came in and took delivery of this unit by doing all of his paperwork including his loan paperwork and titling paperwork. The unit is now his and is a titled trailer. At time of delivery Mr [redacted] again talked about his wife not wanting a unit and about how he doesn't know if he should purchase. He made the purchase and did 100% of his paperwork and demonstration. He then called the next week saying the Ford dealer said he couldn't tow it and we needed to "walk the deal backwards". My salesperson and myself personally explained that is not possible as he now owns it and it's a titled vehicle. I would have to sell the unit as used and lose a significant amount of money. He was told that he could trade the unit in to something smaller if he felt he couldn't tow it, or he needed to pick it up. Our attorney advised that if the unit Mr [redacted] owns isn't taken off the property in a timely fashion to have it towed at the owners expense to a storage facility. I have not done that yet but it appears to be my only option. Again, we offered to give him a fair trade value and full state sales tax credit, but it appears he just doesn't want any unit at all. Unfortunately he made that decision after completing a contract on one.Sincerely,[redacted]General Manager
Hello, We sold 2006 VW Passat AS IS to the Customer over a month ago. We Explain All Sales are Final because this is USED CAR and she told us she know used car is used car.... she speak perfect English and understand very well evyrithing what she sign it. We Also had Special and we bought her...
Warranty true ASC company we paid for it. She called us and she complain for some leak water we told her we sold you car As Is but we will help you. We did appointment with the Mechanic she never took the car, The guy speak perfect English, she had also hes business card. Customer forgot to call him and take the car to him. When She call us few days ago we told her why you didn't take the car to him so she told us she will take it to him this week, and the radio we called to Radio repair guy and we told him we will cover the cost in front of her we did talk with radio guy. We try to be nice with her and After all we got Complain with Revdex.com Thank you [redacted] We providing you all documents shows she bought AS IS and she understand she bought USED CAR. Thank you.Regards Black Diamond Auto
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[redacted] is the complete liar in this whole situation. My salesman [redacted] already told me my unit was dropped on their lot the Friday before Memorial weekend and [redacted] didn't know it was there until Saturday and then he got busy and didn't call us to tell us it was in and he'd order the 2 parts per our printed-written and signed sales agreement. I called the Tuesday after the weekend to ask if they heard when the RV was coming since I hadn't heard anything from them and that's when [redacted] told me it came in over the busy weekend. When I hung up I realized he said it had come in-in the last few days during the weekend so I wondered why the parts weren't already ordered since it had been there a few days. Sadly I thought my salesman wasn't being completely forthcoming and that's how I spoke with the lying manager [redacted] who insisted it had come in that morning at 2:23 or about that time in the early morning. We went to inspect the unit on Saturday since we were going to be in the [redacted] area visiting friends and we live in [redacted] MI which is indeed 3 hours west of the dealership if [redacted] could be bothered to look at our address listed on our paperwork or to look at a map. [redacted] then apologized and asked what he did wrong and that's when the timeline unfolded of what day the unit was delivered to their site and [redacted]'s false date was probably the date she entered it into their system as received, so deception on her end all the way. [redacted] said he was told we didn't want him to speak to us anymore which was never said by my husband nor myself. We told [redacted] that wasn't true and said lets just move on and set up delivery of the unit once the hitch was changed and the sound bar was received per our written agreement. [redacted] set up delivery for June 8th, 2017. We spent most of June 8th at the dealership doing the final financial paperwork and going through functions of the RV with a service representative. They had done a water flush of the lines which also happened to get the right front leveler leg wet which ends up being the leveler where the hydraulic fluid was leaking from the very next day-not 24 hours later which may be coincidental but now seems questionable. We never told them where we were taking the unit home, or 3 hours west, so her false allegations of how things unraveled only occurred in her delusional mind. We took the unit to a friend's property in [redacted] to get it set up for a Father's Day weekend campout in Muskegon MI for Michigan Adventure with our grandkids. We drove home-3 hours west late the evening of the 8th then returned to our friend's later in the day on the 9th to place more of our belongings in the RV and while unloading that's when we saw the hydraulic fluid leaking and discovered a pool of fluid in the front storage area of the RV. National RV was closed at that time so instead of going home like we'd planned, we stayed the night at our friend's home so we could take the RV back the next day thinking we would be able to leave it on their lot so service could look at it when they got a chance in case all the hydraulic fluid drained out. No one ever expected to be moved to the front of the line nor was that ever stated. We left a message for our salesman around 9-9:30 am on the 10th since they opened at 9am and we were trying to get home so I could sleep for work that same night. [redacted] called us back when we were almost at the dealership and once we arrived, that's when they said we couldn't drop it off since service was closed. We asked if they could allow it since we LIVE 3 hours west and my husband had to get back to watch our grandkids while our son works and that I myself actually had to work night shift as an ICU nurse so I still had to try to get sleep once we were home because I'd have to drive back across the state for my travel nursing job located in Novi MI. We tried to explain how difficult it was for us to get the unit there and our worry that if all the hydraulic fluid drained out and the unit collapsed to the ground it would cause more damage so we thought we were trying to avoid that scenario. We were given no consideration for our situation and told it was a liability issue when they knew we had insurance on the unit because they got the verifying paperwork when we completed financing of the unit. We then took the unit back to [redacted] instead of towing it 3 hours west fearing the possibility of a loss of all hydraulic fluid that's now been leaking from the 8th when we first got the unit which means they didn't do their inspection and we were delivered a faulty unit that I now wonder if they knew about all the time. I did leave [redacted] a message telling her she clearly didn't care anything for customer service now that they had the completed paperwork for the sale of our unit and that I would contact a lawyer about returning the unit, while leaving her my cell number if she cared to call me which she probably wouldn't. Did [redacted] call me? No she had [redacted] call me whoever that is. I tried to tell [redacted] that we LIVED 3 hours west and their resistance in appreciating out situation was going to be a major inconvenience but it taught me the lesson to never drive 3 hours to deal with a business and that I should've purchased from General RV in Grand Rapids which was much closer at a 1.5 hour drive. [redacted] said he was trying to help resolve the situation-that [redacted] had gotten my message and wanted him to call me. During our conversation he said maybe he could find us someone closer to our home to fix it and that's when I said the unit was in [redacted] which he responded to as, "oh, you didn't take it 3 hours west?" to which I replied no since [redacted] was closer to the dealer to get it back there for service. Again I tried to explain our dilemma and how we had to jump through all their hoops without any consideration given to us-the customer, but no one cared and Norm's brilliant resolution was that he'd have service call me Monday. I filed the Revdex.com claim to establish a timeline for the poor customer service and resistance to assist us with an item purchased only about 36 hours previously that we were worried about being a danger to sit somewhere or tow if all hydraulic fluid leaked out. So my husband took our truck home while I had to stay at our friend's home without my personal items for work since I hadn't anticipated not returning home the previous evening. I then had to borrow one of my friend's vehicle's to get to work, which occurred again the next night and will occur again on Wednesday and Thursday and then when I get off work Friday morning I will have to take an Amtrak train to St Joseph MI just north of our home in Stevensville or my husband would have to drive 3 hours here to get me and then drive 3 hours back home. My first night back to work was overwhelming for me with no sleep due to the situation National RV couldn't be bothered to assist us with so, when my 12 hours 7p-7a nursing shift was done on 6/11/17 I had been awake for 24 hours. Then I had to work again last night and I'm still trying to catch up on sleep so patient's care isn't endangered. I'm also in the process of filing a complaint with Forest River who is the manufacturer of our RV so they know how the dealership treats customers after they spend $55,000. After all of [redacted]'s lies and no consideration for us, I really don't want them to service the unit because they failed at inspecting it and catching the issue before we received the unit so my confidence it [redacted] and her dealership is non existent. Once a liar, always a liar. Tomorrow I will call the Warranty contract people to enact the warranty since something was clearly defective. [redacted] should give a polygraph for her slanderous statements since she is nothing but a liar. Maybe the salesman and finance people need to be questioned to get the true story that [redacted] is trying to cover up. It's all irrelevant since she isn't interested in quality customer service which was obvious from my original conversation with her via the telephone.
Regards,
[redacted]
We really dont have time to play Games and we We will provide any Information what Revdex.com will request from us. Thank you Regards Black Diamond Auto
Hello,Sorry if this response is hard to read, I am out of the country for 25 days (Mr [redacted] and his attorney are aware) The customer came into the dealership telling my salesperson what his tow rating was and asked to see units that weighed less, which is what my salesperson showed him....
They came in several times and his wife clearly was not interested in a trailer from the start which Mr [redacted]s attorney agrees with. Before the customer left a deposit, he said he wanted to double check the tow rating. My salesperson googled it for the customer and they both looked at the screen together. It is the customers decision to purchase a trailer and not our job to tell customers what they can tow. We can help guide, and utilize the internet which we did, and the customer then can make a decision to if they want to buy. This isn't like the customer simply gave us a deposit. The following week after leaving the deposit (which in this week he could have gone and done more research on his tow vehicle) he came in and took delivery of this unit by doing all of his paperwork including his loan paperwork and titling paperwork. The unit is now his and is a titled trailer. At time of delivery Mr [redacted] again talked about his wife not wanting a unit and about how he doesn't know if he should purchase. He made the purchase and did 100% of his paperwork and demonstration. He then called the next week saying the Ford dealer said he couldn't tow it and we needed to "walk the deal backwards". My salesperson and myself personally explained that is not possible as he now owns it and it's a titled vehicle. I would have to sell the unit as used and lose a significant amount of money. He was told that he could trade the unit in to something smaller if he felt he couldn't tow it, or he needed to pick it up. Our attorney advised that if the unit Mr [redacted] owns isn't taken off the property in a timely fashion to have it towed at the owners expense to a storage facility. I have not done that yet but it appears to be my only option. Again, we offered to give him a fair trade value and full state sales tax credit, but it appears he just doesn't want any unit at all. Unfortunately he made that decision after completing a contract on one.Sincerely,[redacted]General Manager
Hello, We sold 2006 VW Passat AS IS to the Customer over a month ago. We Explain All Sales are Final because this is USED CAR and she told us she know used car is used car.... she speak perfect English and understand very well evyrithing what she sign it. We Also had Special and we bought her...
Warranty true ASC company we paid for it. She called us and she complain for some leak water we told her we sold you car As Is but we will help you. We did appointment with the Mechanic she never took the car, The guy speak perfect English, she had also hes business card. Customer forgot to call him and take the car to him. When She call us few days ago we told her why you didn't take the car to him so she told us she will take it to him this week, and the radio we called to Radio repair guy and we told him we will cover the cost in front of her we did talk with radio guy. We try to be nice with her and After all we got Complain with Revdex.com Thank you [redacted] We providing you all documents shows she bought AS IS and she understand she bought USED CAR. Thank you.Regards Black Diamond Auto
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[redacted] is the complete liar in this whole situation. My salesman [redacted] already told me my unit was dropped on their lot the Friday before Memorial weekend and [redacted] didn't know it was there until Saturday and then he got busy and didn't call us to tell us it was in and he'd order the 2 parts per our printed-written and signed sales agreement. I called the Tuesday after the weekend to ask if they heard when the RV was coming since I hadn't heard anything from them and that's when [redacted] told me it came in over the busy weekend. When I hung up I realized he said it had come in-in the last few days during the weekend so I wondered why the parts weren't already ordered since it had been there a few days. Sadly I thought my salesman wasn't being completely forthcoming and that's how I spoke with the lying manager [redacted] who insisted it had come in that morning at 2:23 or about that time in the early morning. We went to inspect the unit on Saturday since we were going to be in the [redacted] area visiting friends and we live in [redacted] MI which is indeed 3 hours west of the dealership if [redacted] could be bothered to look at our address listed on our paperwork or to look at a map. [redacted] then apologized and asked what he did wrong and that's when the timeline unfolded of what day the unit was delivered to their site and [redacted]'s false date was probably the date she entered it into their system as received, so deception on her end all the way. [redacted] said he was told we didn't want him to speak to us anymore which was never said by my husband nor myself. We told [redacted] that wasn't true and said lets just move on and set up delivery of the unit once the hitch was changed and the sound bar was received per our written agreement. [redacted] set up delivery for June 8th, 2017. We spent most of June 8th at the dealership doing the final financial paperwork and going through functions of the RV with a service representative. They had done a water flush of the lines which also happened to get the right front leveler leg wet which ends up being the leveler where the hydraulic fluid was leaking from the very next day-not 24 hours later which may be coincidental but now seems questionable. We never told them where we were taking the unit home, or 3 hours west, so her false allegations of how things unraveled only occurred in her delusional mind. We took the unit to a friend's property in [redacted] to get it set up for a Father's Day weekend campout in Muskegon MI for Michigan Adventure with our grandkids. We drove home-3 hours west late the evening of the 8th then returned to our friend's later in the day on the 9th to place more of our belongings in the RV and while unloading that's when we saw the hydraulic fluid leaking and discovered a pool of fluid in the front storage area of the RV. National RV was closed at that time so instead of going home like we'd planned, we stayed the night at our friend's home so we could take the RV back the next day thinking we would be able to leave it on their lot so service could look at it when they got a chance in case all the hydraulic fluid drained out. No one ever expected to be moved to the front of the line nor was that ever stated. We left a message for our salesman around 9-9:30 am on the 10th since they opened at 9am and we were trying to get home so I could sleep for work that same night. [redacted] called us back when we were almost at the dealership and once we arrived, that's when they said we couldn't drop it off since service was closed. We asked if they could allow it since we LIVE 3 hours west and my husband had to get back to watch our grandkids while our son works and that I myself actually had to work night shift as an ICU nurse so I still had to try to get sleep once we were home because I'd have to drive back across the state for my travel nursing job located in Novi MI. We tried to explain how difficult it was for us to get the unit there and our worry that if all the hydraulic fluid drained out and the unit collapsed to the ground it would cause more damage so we thought we were trying to avoid that scenario. We were given no consideration for our situation and told it was a liability issue when they knew we had insurance on the unit because they got the verifying paperwork when we completed financing of the unit. We then took the unit back to [redacted] instead of towing it 3 hours west fearing the possibility of a loss of all hydraulic fluid that's now been leaking from the 8th when we first got the unit which means they didn't do their inspection and we were delivered a faulty unit that I now wonder if they knew about all the time. I did leave [redacted] a message telling her she clearly didn't care anything for customer service now that they had the completed paperwork for the sale of our unit and that I would contact a lawyer about returning the unit, while leaving her my cell number if she cared to call me which she probably wouldn't. Did [redacted] call me? No she had [redacted] call me whoever that is. I tried to tell [redacted] that we LIVED 3 hours west and their resistance in appreciating out situation was going to be a major inconvenience but it taught me the lesson to never drive 3 hours to deal with a business and that I should've purchased from General RV in Grand Rapids which was much closer at a 1.5 hour drive. [redacted] said he was trying to help resolve the situation-that [redacted] had gotten my message and wanted him to call me. During our conversation he said maybe he could find us someone closer to our home to fix it and that's when I said the unit was in [redacted] which he responded to as, "oh, you didn't take it 3 hours west?" to which I replied no since [redacted] was closer to the dealer to get it back there for service. Again I tried to explain our dilemma and how we had to jump through all their hoops without any consideration given to us-the customer, but no one cared and Norm's brilliant resolution was that he'd have service call me Monday. I filed the Revdex.com claim to establish a timeline for the poor customer service and resistance to assist us with an item purchased only about 36 hours previously that we were worried about being a danger to sit somewhere or tow if all hydraulic fluid leaked out. So my husband took our truck home while I had to stay at our friend's home without my personal items for work since I hadn't anticipated not returning home the previous evening. I then had to borrow one of my friend's vehicle's to get to work, which occurred again the next night and will occur again on Wednesday and Thursday and then when I get off work Friday morning I will have to take an Amtrak train to St Joseph MI just north of our home in Stevensville or my husband would have to drive 3 hours here to get me and then drive 3 hours back home. My first night back to work was overwhelming for me with no sleep due to the situation National RV couldn't be bothered to assist us with so, when my 12 hours 7p-7a nursing shift was done on 6/11/17 I had been awake for 24 hours. Then I had to work again last night and I'm still trying to catch up on sleep so patient's care isn't endangered. I'm also in the process of filing a complaint with Forest River who is the manufacturer of our RV so they know how the dealership treats customers after they spend $55,000. After all of [redacted]'s lies and no consideration for us, I really don't want them to service the unit because they failed at inspecting it and catching the issue before we received the unit so my confidence it [redacted] and her dealership is non existent. Once a liar, always a liar. Tomorrow I will call the Warranty contract people to enact the warranty since something was clearly defective. [redacted] should give a polygraph for her slanderous statements since she is nothing but a liar. Maybe the salesman and finance people need to be questioned to get the true story that [redacted] is trying to cover up. It's all irrelevant since she isn't interested in quality customer service which was obvious from my original conversation with her via the telephone.
Regards,
[redacted]
We really dont have time to play Games and we We will provide any Information what Revdex.com will request from us. Thank you Regards Black Diamond Auto