Initial Business Response /* (1000, 5, 2015/01/19) */
MrCloud purchased a used Toyota Tundra with 38,miles on 1/3/He purchased an extended warranty at that time with coverage for months from the original in service date or 100,miles whichever comes firstMrCloud came in
for a service concern on January 3rd, and unfortunately his extended service coverage was expired based on timeMrCloud felt that he was mis-lead because the orginal in service date was not on the orginal contract at time of purchase so he asked for a refund of his coverage or the service bill of $*** to be coveredMy Finance Director offered him a full refund of the extended warranty and MrCloud declinedI called MrCloud this morning and he said he also wanted the interest paid on the extended service coverage since he financed itI said that is not a problem and he said he would think about itMrCloud was sent an ID card from MPP that clearly states the coverage, term and expiration date and he claims he doesn't remember getting thatMrCloud claims that his contract was altered because the missing orginal in service date was added after he purchased itI do not know why it was not added at time for purchase since it is years later so a full refund was offered to give the customer the benefit of the doubtMrCloud is supposed to get back to me no later than tomorrow with his decision
Initial Business Response /* (1000, 5, 2014/10/21) */
My service manager [redacted] tried to reach out to Ms. [redacted] but the contact numbers we had all said the phone was disconnected or not in working order. [redacted] was able to contact Ms. [redacted] via email and they are working on getting her in at a...
convenient time for her to get her recalls completed. She has 3 open recalls, one to add smart stop technology at no charge, the other for a part on her rear lower suspension and the last for a cable that was on backorder until recently. Ms. [redacted]'s concern should be addressed in short order once she makes it in for us to perform the repairs. We aplogize for any miscommunication or if we failed to contact her.
Initial Business Response /* (1000, 5, 2015/03/17) */
Since it has been 7 months since Mr. Goshorn purchased his used Rav4 the details to his transaction are somewhat sketchy. When Mr. Goshorn's battery went bad several months after his purchase we did offer to pay half the cost of a new battery....
The battery was checked out before being sold and checked out fine at that time. When Mr. Goshorn called inquiring about his tool kit he was asked if he checked all the compartments and he said no. He was to do so and call back which apparently never happened. We sent a kit to him this morning and he has been notified via phone. All new cars are delivered with a new ful tank of fuel and all used cars with 8 gallons of gas. If Mr. Goshorn wants I would be happy to fill his tank with the other half in an effort to satisfy him.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Reliable [redacted] was indeed somewhat sketchy. The salesman called the day after we brought the Rav4 home. He asked if everything was well and I told him I couldn't find the tool kit. My wife drove the Rav4 to work and I told him I would search the vehicle when she got home and call him back. I didn't find the kit and called the salesman the next day. My call went to voicemail. I said I couldn't find the tool kit and asked him to call back. I never got a call. The response I received from Reliable is meaningless since my complaint filed with Reliable and [redacted] was long after this initial contact. I also had the battery checked. It was checked at [redacted] when I purchased a new battery. It failed their requirement for a good battery. They require a reading of 350 cranking amps and the Rav4 battery wasn't even close. Now for the offer to pay half the cost for a new [redacted] battery. I was told that I had to pay Reliable [redacted] $[redacted] to settle the claim. If I didn't agree to this half the cost offer I would not receive anything. To prove this look at what has happened since the claim. Despite several months and another call to [redacted] Customer Relations, I haven't received anything until this complaint to the[redacted]. Not even a phone call. If it is Reliable [redacted]'s policy to only provide half a tank of gas with used cars, why did we have a hang tag stating the Rav4 should have a full tank? How would I even know this since I was never there before? Dealerships make an effort to spruce up the vehicles they want to sell as Certified. The Rav4 had new tires even though it only had 32,--- miles. Tires go 40,000 or more unless they are damaged. New tires add value in the customer's mind so new tires are put on. The engine compartment is steam cleaned to look new even though in our case, the battery was Original Equipment, 6 years old and worn out. My wife said the engine was cranking slow for some time before we had to replace the battery. The fact that the battery was OE was never disputed by the Dealership. They said it was checked. I don't know how they checked the battery; maybe by starting the vehicle when the temperature was 85 in August? If these responses are being monitored by the[redacted], I am making a request that they be publicly posted on the[redacted] website so that people can see that they should choose their car dealers carefully and that a Certified Used Vehicle isn't always what one might expect. Also, one shouldn't expect [redacted] to intervene in a dispute with the dealership. As I was told by Reliable [redacted]'s Customer Relation's Manager; [redacted] can't wake us do anything!
Final Business Response /* (4000, 9, 2015/03/20) */
A tool kit was sent out to Mr. Goshorn 2 days ago. The battery is not a covered warranty item even under [redacted] certification. As a matter of goodwill we offered to cover half the cost. I am sorry that Mr. Goshorn did not feel that was adequate. Prior to this complaint I was unaware of Mr. Goshorn's dissatisfaction.
Initial Business Response /* (1000, 5, 2015/03/24) */
Mr & Mrs Horvatis was quoted a $[redacted] discount on an ordered BMW. Their trade in was appraised for $[redacted] and the discount quoted was added to the wholesale trade value showing a trade allowance of $[redacted]. Mr. Horvatis apparently assumed that...
he should get $[redacted] plus another $[redacted] discount. THe BMW Manager explained to Mr. & Mrs Horvatis that the discount and trade value were combined to show the MSRP less the trade allowance for a total trade difference. They agreed to disagree and they did not order the vehicle. The wholesale value of their trade in seems to be the dispute since we did offer the $[redacted] disoount as we agreed to. [redacted]
Initial Business Response /* (1000, 9, 2015/04/16) */
In reviewing the correspondence from Ms. [redacted] with several employees, the ball was dropped in regards to returning calls. We did have multiple appointments scheduled last year to address the concern that were either cancelled or not shown for by...
Ms. [redacted]. The warranty has since expired and we have reached out to Ms. [redacted] after receiving this complaint and have not heard back from her regarding the opportunity to address her concerns.
Initial Consumer Rebuttal /* (3000, 11, 2015/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was one canceled appointment this winter and it was due to weather, not several appointments. The warranty expired March of this year and due to the incompetency of Reliable's staff, I was never able to further pursue a resolution to my problem. Each person I asked did not know how to answer my questions, it seems further training of your staff would be necessary. If you are willing to sell a warranty and take someone's money for a warranty, I feel it is only right to 1) explain what the warranty entails AND 2) when an issue occurs allow someone to use the warranty, otherwise, do NOT offer the warranty. I still am demanding a refund. I still stand by my word that I was promised calls back to help fix my problem and never received a call, I was promised a full detail for going out of my way to sign papers, which was an employees error, and never received. I have called several times to have these issues addressed and am just transferred each time. I do have the staff members names in which I was promised things that were not delivered if I need to provide. I received the message from the customer relations manager, and returned the call on April 15th. Ironic that a call can be made to me once there is a complaint but prior to that, it was like pulling teeth to get help.
Final Business Response /* (4000, 13, 2015/04/27) */
As of April 27th, we have yet to hear back from Ms. [redacted] in order to assit her in resolving her concern; our phone system, which tracks all incoming calls, does not show an attempted call back was on the 15th after our intial contact either. We have called multiple times and have left multiple messages over the last week in an effort to help take care of her concern with no response. We are happy to help find a solution to her concern once Ms. [redacted] returns our calls.
Initial Business Response /* (1000, 5, 2015/01/19) */
MrCloud purchased a used Toyota Tundra with 38,miles on 1/3/He purchased an extended warranty at that time with coverage for months from the original in service date or 100,miles whichever comes firstMrCloud came in
for a service concern on January 3rd, and unfortunately his extended service coverage was expired based on timeMrCloud felt that he was mis-lead because the orginal in service date was not on the orginal contract at time of purchase so he asked for a refund of his coverage or the service bill of $*** to be coveredMy Finance Director offered him a full refund of the extended warranty and MrCloud declinedI called MrCloud this morning and he said he also wanted the interest paid on the extended service coverage since he financed itI said that is not a problem and he said he would think about itMrCloud was sent an ID card from MPP that clearly states the coverage, term and expiration date and he claims he doesn't remember getting thatMrCloud claims that his contract was altered because the missing orginal in service date was added after he purchased itI do not know why it was not added at time for purchase since it is years later so a full refund was offered to give the customer the benefit of the doubtMrCloud is supposed to get back to me no later than tomorrow with his decision
Initial Business Response /* (1000, 5, 2014/10/21) */
My service manager [redacted] tried to reach out to Ms. [redacted] but the contact numbers we had all said the phone was disconnected or not in working order. [redacted] was able to contact Ms. [redacted] via email and they are working on getting her in at a...
convenient time for her to get her recalls completed. She has 3 open recalls, one to add smart stop technology at no charge, the other for a part on her rear lower suspension and the last for a cable that was on backorder until recently. Ms. [redacted]'s concern should be addressed in short order once she makes it in for us to perform the repairs. We aplogize for any miscommunication or if we failed to contact her.
Initial Business Response /* (1000, 5, 2015/03/17) */
Since it has been 7 months since Mr. Goshorn purchased his used Rav4 the details to his transaction are somewhat sketchy. When Mr. Goshorn's battery went bad several months after his purchase we did offer to pay half the cost of a new battery....
The battery was checked out before being sold and checked out fine at that time. When Mr. Goshorn called inquiring about his tool kit he was asked if he checked all the compartments and he said no. He was to do so and call back which apparently never happened. We sent a kit to him this morning and he has been notified via phone. All new cars are delivered with a new ful tank of fuel and all used cars with 8 gallons of gas. If Mr. Goshorn wants I would be happy to fill his tank with the other half in an effort to satisfy him.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Reliable [redacted] was indeed somewhat sketchy. The salesman called the day after we brought the Rav4 home. He asked if everything was well and I told him I couldn't find the tool kit. My wife drove the Rav4 to work and I told him I would search the vehicle when she got home and call him back. I didn't find the kit and called the salesman the next day. My call went to voicemail. I said I couldn't find the tool kit and asked him to call back. I never got a call. The response I received from Reliable is meaningless since my complaint filed with Reliable and [redacted] was long after this initial contact. I also had the battery checked. It was checked at [redacted] when I purchased a new battery. It failed their requirement for a good battery. They require a reading of 350 cranking amps and the Rav4 battery wasn't even close. Now for the offer to pay half the cost for a new [redacted] battery. I was told that I had to pay Reliable [redacted] $[redacted] to settle the claim. If I didn't agree to this half the cost offer I would not receive anything. To prove this look at what has happened since the claim. Despite several months and another call to [redacted] Customer Relations, I haven't received anything until this complaint to the[redacted]. Not even a phone call. If it is Reliable [redacted]'s policy to only provide half a tank of gas with used cars, why did we have a hang tag stating the Rav4 should have a full tank? How would I even know this since I was never there before? Dealerships make an effort to spruce up the vehicles they want to sell as Certified. The Rav4 had new tires even though it only had 32,--- miles. Tires go 40,000 or more unless they are damaged. New tires add value in the customer's mind so new tires are put on. The engine compartment is steam cleaned to look new even though in our case, the battery was Original Equipment, 6 years old and worn out. My wife said the engine was cranking slow for some time before we had to replace the battery. The fact that the battery was OE was never disputed by the Dealership. They said it was checked. I don't know how they checked the battery; maybe by starting the vehicle when the temperature was 85 in August? If these responses are being monitored by the[redacted], I am making a request that they be publicly posted on the[redacted] website so that people can see that they should choose their car dealers carefully and that a Certified Used Vehicle isn't always what one might expect. Also, one shouldn't expect [redacted] to intervene in a dispute with the dealership. As I was told by Reliable [redacted]'s Customer Relation's Manager; [redacted] can't wake us do anything!
Final Business Response /* (4000, 9, 2015/03/20) */
A tool kit was sent out to Mr. Goshorn 2 days ago. The battery is not a covered warranty item even under [redacted] certification. As a matter of goodwill we offered to cover half the cost. I am sorry that Mr. Goshorn did not feel that was adequate. Prior to this complaint I was unaware of Mr. Goshorn's dissatisfaction.
Initial Business Response /* (1000, 5, 2015/03/24) */
Mr & Mrs Horvatis was quoted a $[redacted] discount on an ordered BMW. Their trade in was appraised for $[redacted] and the discount quoted was added to the wholesale trade value showing a trade allowance of $[redacted]. Mr. Horvatis apparently assumed that...
he should get $[redacted] plus another $[redacted] discount. THe BMW Manager explained to Mr. & Mrs Horvatis that the discount and trade value were combined to show the MSRP less the trade allowance for a total trade difference. They agreed to disagree and they did not order the vehicle. The wholesale value of their trade in seems to be the dispute since we did offer the $[redacted] disoount as we agreed to. [redacted]
Initial Business Response /* (1000, 9, 2015/04/16) */
In reviewing the correspondence from Ms. [redacted] with several employees, the ball was dropped in regards to returning calls. We did have multiple appointments scheduled last year to address the concern that were either cancelled or not shown for by...
Ms. [redacted]. The warranty has since expired and we have reached out to Ms. [redacted] after receiving this complaint and have not heard back from her regarding the opportunity to address her concerns.
Initial Consumer Rebuttal /* (3000, 11, 2015/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was one canceled appointment this winter and it was due to weather, not several appointments. The warranty expired March of this year and due to the incompetency of Reliable's staff, I was never able to further pursue a resolution to my problem. Each person I asked did not know how to answer my questions, it seems further training of your staff would be necessary. If you are willing to sell a warranty and take someone's money for a warranty, I feel it is only right to 1) explain what the warranty entails AND 2) when an issue occurs allow someone to use the warranty, otherwise, do NOT offer the warranty. I still am demanding a refund. I still stand by my word that I was promised calls back to help fix my problem and never received a call, I was promised a full detail for going out of my way to sign papers, which was an employees error, and never received. I have called several times to have these issues addressed and am just transferred each time. I do have the staff members names in which I was promised things that were not delivered if I need to provide. I received the message from the customer relations manager, and returned the call on April 15th. Ironic that a call can be made to me once there is a complaint but prior to that, it was like pulling teeth to get help.
Final Business Response /* (4000, 13, 2015/04/27) */
As of April 27th, we have yet to hear back from Ms. [redacted] in order to assit her in resolving her concern; our phone system, which tracks all incoming calls, does not show an attempted call back was on the 15th after our intial contact either. We have called multiple times and have left multiple messages over the last week in an effort to help take care of her concern with no response. We are happy to help find a solution to her concern once Ms. [redacted] returns our calls.