Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ It's very unfortunate that this has occurredIf we are busy and can't get to the phone we will always return calls when messages are left Obtaining an approval from a finance company is out of our controlWe can have an approval in seconds and sometimes it can take weeks depending on credit history The vehicle was purchased on [redacted] with ***kms.We offer a day 50/warranty on parts and labour on all inspected vehicles even when the customer elects not to purchase extended warranty The customer called speaking with my sales associate stating there was a strut noise and we advised to bring to us so that we could have it checked at the garageThis was never done as while she was on her way the exhaust issue came upWhen this issue happened on the highway it was left dangling causing bumper damageA temporary repair could have avoided the damageThis was late on a Friday afternoon and the exhaust shop done the necessary repair and then she had to head back out of town The exhaust was perfect when the vehicle was deliveredSomehow a mid pipe gave away while the vehicle was driven on the highway and we did the repair at no chargeThe vehicle could have gone over anything but we never questioned it and the repair completedThis was approximately weeks after the purchaseThe noise heard may not have been struts as stated but could have been the exhaust loose The gas cover worked perfect on delivery daySeems as though someone tried to pry it open without using the inside release With regards to the vehicle not starting on a particular dayThis can be due to leaving on lights ectwhile vehicle is parkedMy sales associate doesn't recall ever having a call about this.We were never informed of any break downs until [redacted] (days outside the day 50/warranty we offer) when the customer contacted our office with an issueThe customer asked if we could look up a phone # for a towing company to take her vehicle to a repair facility .Instead it was towed to our lot and left According to the tow truck driver whom I had a conversation with at a later date,the customer begged him to tow her as she couldn't reach any other companiesFor weeks he tried reaching her for payment and she would never answer or answer then hang up but eventually said that Keith Gordon Auto Sales was paying the bill and that was never told to anybody by my sales associateHe eventually called me and gave me this information He also stated that in his opinion for her engine to do what it did she had to drive with no oil in the engine Had she stopped when the oil or engine light came on in the dash this could have been avoided When all this occurred I was on vacation when my sales associate called to tell me what had happenedEven though she was outside her day 50/warranty and even though she elected not to purchase an extended warranty I suggested he call to search for an engine Then however she sends me a message through [redacted] This is not how me as a consumer would go about seeking help from someone I purchased an item from that has no warranty.Not once was she told we would replace and pay for an engine that she neglected to either change the oil or stop and check when the oil when the oil / engine light came on My sales associate advised her to contact me , [redacted] , if necessary and that didn't happen As a reputable used auto dealer we often help out even when we legally don't have to As you know we don't build cars nor do we know what will or will not give out at future dates The vehicle purchase price was $ [redacted] before tax and license [redacted] all motor vehicle inspections are completed by an outside garage that performs motor vehicle inspections If the vehicle is put back to the same condition as when purchased , and the finance company agrees to finance another vehicle , we will trade back her vehicle towards another [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ It's very unfortunate that this has occurredIf we are busy and can't get to the phone we will always return calls when messages are left Obtaining an approval from a finance company is out of our controlWe can have an approval in seconds and sometimes it can take weeks depending on credit history The vehicle was purchased on [redacted] with ***kms.We offer a day 50/warranty on parts and labour on all inspected vehicles even when the customer elects not to purchase extended warranty The customer called speaking with my sales associate stating there was a strut noise and we advised to bring to us so that we could have it checked at the garageThis was never done as while she was on her way the exhaust issue came upWhen this issue happened on the highway it was left dangling causing bumper damageA temporary repair could have avoided the damageThis was late on a Friday afternoon and the exhaust shop done the necessary repair and then she had to head back out of town The exhaust was perfect when the vehicle was deliveredSomehow a mid pipe gave away while the vehicle was driven on the highway and we did the repair at no chargeThe vehicle could have gone over anything but we never questioned it and the repair completedThis was approximately weeks after the purchaseThe noise heard may not have been struts as stated but could have been the exhaust loose The gas cover worked perfect on delivery daySeems as though someone tried to pry it open without using the inside release With regards to the vehicle not starting on a particular dayThis can be due to leaving on lights ectwhile vehicle is parkedMy sales associate doesn't recall ever having a call about this.We were never informed of any break downs until [redacted] (days outside the day 50/warranty we offer) when the customer contacted our office with an issueThe customer asked if we could look up a phone # for a towing company to take her vehicle to a repair facility .Instead it was towed to our lot and left According to the tow truck driver whom I had a conversation with at a later date,the customer begged him to tow her as she couldn't reach any other companiesFor weeks he tried reaching her for payment and she would never answer or answer then hang up but eventually said that Keith Gordon Auto Sales was paying the bill and that was never told to anybody by my sales associateHe eventually called me and gave me this information He also stated that in his opinion for her engine to do what it did she had to drive with no oil in the engine Had she stopped when the oil or engine light came on in the dash this could have been avoided When all this occurred I was on vacation when my sales associate called to tell me what had happenedEven though she was outside her day 50/warranty and even though she elected not to purchase an extended warranty I suggested he call to search for an engine Then however she sends me a message through [redacted] This is not how me as a consumer would go about seeking help from someone I purchased an item from that has no warranty.Not once was she told we would replace and pay for an engine that she neglected to either change the oil or stop and check when the oil when the oil / engine light came on My sales associate advised her to contact me , [redacted] , if necessary and that didn't happen As a reputable used auto dealer we often help out even when we legally don't have to As you know we don't build cars nor do we know what will or will not give out at future dates The vehicle purchase price was $ [redacted] before tax and license [redacted] all motor vehicle inspections are completed by an outside garage that performs motor vehicle inspections If the vehicle is put back to the same condition as when purchased , and the finance company agrees to finance another vehicle , we will trade back her vehicle towards another [redacted]