North Hills Auto Mall

Re: ID# [redacted] To Whom It May Concern,This letter is in response to the above complaint filed against North Hills Auto Mall on July 15, 2015.Ms [redacted] starts out her complaint with saying she was fast talked in to signing over the title to her car to her son, when in fact that's exactly what she came to our office to doShe said her son was looking for the trade in value towards his new car and the title needed to be in his name to do soNo one "fast talked" her in to anything she did not want to do.When she called and explained why her paperwork was rejected for no payment, we asked that she send the paperwork back to us to verify and correct the errorThrough our investigation we found that the state had lost the checks that were attached to her deal along with another dealWe explained that we had no control over what the state doesWhen she returned the paperwork to us we replaced the check and her title was processed and mailed to herThe state usually takes 4-weeks to process paperwork and she received her title in about weeks.We explained the fees that were being charged in fact we gave a $discount on our document fee which is now at $Her son [redacted] paid for the transaction and received the pink slip outlining the state fees and a receiptThe fees that were charged are as foilows:$Title$Registration $Plate Fee $Document fee (Originally $113.00) $Postage Grand Total $ChargedAs you know we strive to maintain an excellent rating with the Revdex.com and we want to thank you for the opportunity to voice our side of this complaint.Sincerely,North Hills Auto Mall

To whom it may concern: We have confirmed that [redacted] has sent out another ID card to her parents address that she used, [redacted] ***, when she purchased the vehicleAlso, we had [redacted] call her to confirm that her warranty was activeWe consider this matter closed

Hello, [redacted] bought a car almost a year ago on May, 27, in condition and was given a three months or forty-five hundred mile power train warrantyAny dispute with the warranty is between him and [redacted] ***We told him that he should have called us before he spent all of this moneyHe called us with a new repair bill and we told him that we could have the work done for $our costHe refused our offer so we cannot help him at the present time

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Though I don't agree with their response regarding the fast talking, I don't wish to pursue this any further They had me sign over my title before finding out my son did not have the proper paperworkHad they verified that he didn't have the insurance card necessary prior to signing over the title, I would not have signed the title thereI felt rushed into signing the title thus my belief I was fast talked.I received a phone call from their lawyer when I lodged my complain threatening legal action thus my reason for letting this matter drop I would not recommend them to anyone but am not willing to waste any more of my time on this company Regards, [redacted] ***

To whom it may concern: Mr. [redacted] has already signed a Settlment agreement and Mutual release and has already agreed to a full refund of $5238.00. Releasor agrees that in the event Releasor breaches this agreement, Releasee will be entitled and Releasor will pay Releasee's costs and attorney's fees in enforcing or vindicating any rights in this agreement in court of law, arbitration or mediation. So at this time we consider the matter closed.

Dear [redacted] ,The problem was already resolved before this claim was filed. Mrs. [redacted] prematurely filed this claim. She did not know that we already talked to Mr. [redacted] and resolved the problem. Sincerely, North Hills Auto Mall

To whom it may concern, On 4-7-*** *** and her son purchased a Subaru ImprezaAs I was doing the paperwork on the vehicle, her son was bragging about how he beat on and destroyed the last four cars he ownedHer son called me a few days later stating that the check engine light
came on and I advised him to come in on that same day or the nextWe made an appointment on 4-10-for him to come in and have the vehicle checked outHe never called or showed up to the appointmentThree weeks later he calls me and says that he is broke down on the side of the roadI then told him I could not help him and since he had a warranty with the vehicle, he now had to file a claim with the warranty company since he did not show up for the appointmentWe wish he would have showed up for the appointment to avoid the damage he has done to the vehicle nowIt has also come to our attention today that he had a coolant leak and he kept driving the vehicle which damaged the water pump and caused possible engine damageWe are very sorry but we cannot help him at the present time and he has to file a claim with the warranty company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***This is an outright lieThey specifically told me to wait for the junk warrantyThey absolutely did not have an appointment for me to go to an “authorized Subaru dealer”This is a lieI ask for proof for this appointment that I supposedly just skippedLiarsThey quit answering my phone callsWhere is the proof for this appointmentIt never existedI have all my receipts and had I not got the car fixed I would still be paying to ride Uber to work every day like I was during that timeThis is a fabricated story, and one I see on many online reviews of the businessThe stories are all similarSame scenario, the dealer puts people off and delays after they buy a car from him with problemsThen it either blows up or they have to spend thousands to get it fixedThen when they file a complaint they say they had an appointment which the customer never showed up for Completely falseIt’s their go to line

Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
They did not return the full amount and also the paperwork they gave us does not add up purchase price sales tax due title fee registration or processing fee total we paid was and it adds up to so what happened to the 308.34, and also they only gave us the amount of purchaseRegards,*** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The misrepresented warranty is not the basis of this request.North Hills Auto Mall blatantly masked serious issues as documented in the service records beginning just 1,miles after purchase, not "almost a year." After attempting to have the car inspected ourselves, this car should have never passed inspection to begin with The issues found far exceed the current usage of this vehicle Legitimately installed State inspection stickers represent a level of safety that has been observed by the inspection station "As-is" has no relation to the implied condition of a car with a VALID state inspection As far as North Hills Auto Mall's "offer" to repair the car, not only did they not attempt to do the right thing by offering to at least cover legitimate repair costs, they tried to profit from it by offering to send the car to the same garage that put illegal inspection stickers on the car in the first place.North Hills Auto Mall's record of deceitful business practices is chronically documented in both public record and with various consumer protection agencies Their A+ rating with the Revdex.com simply further discredits the credibility of the Revdex.com.We have escalated this issue to the Attorney General's office
Regards,
*** ***

ID # [redacted]   This letter is in response to the above complaint that was filed against us. Mr. [redacted] did buy a 2005 Subaru Impreza from North Hills Auto Mall 11/15/2017 with 96,300 miles. We included a 3 Month 4,500 mile warranty with the cost of the car. About 2 weeks after the car was...

purchased, Mr. [redacted] came to us with some complaints about the way the car was running. We asked him to bring it in so we could check it out.  He came in and one of the managers took him on a 10 mile drive and there were no problems.  We asked him to bring the vehicle in a week later so we could take it to our mechanic shop that has authorized Subaru mechanics, to have them look over it as a courtesy to the customer. The day of the appointment came and he never called or showed up. It was under our assumption the car continued to run fine and we did not hear anything from the customer until this complaint. As far as the repairs that he went ahead and made to the vehicle, we feel we are in no way responsible for the costs because it is unknown to us whether the repairs were necessary at the time. We do not honor any claims or repair orders from third party mechanic shops because they are not in direct communication with us as to what is needed for the car.  We tried to avoid any out of pocket expenses to the customer by offering to take it to our mechanic, but again he failed to take advantage of that opportunity. It is also unclear if any claims were made under the complimentary warranty we provided him with that was good for 3 months or 4,500 miles. It is possible these repairs would have been covered. We feel we went above and beyond our realm of customer service for Mr. [redacted] and there is nothing further we can offer. Thank you North Hills Auto Mall

North Hills Auto Mall April 2018 My son was looking for a truck on the ad it did not show how many miles was on the truck so I called the dealer and he said 150,000 miles. When my son test drove the truck he did not pay attention to the mileage. The bank ask me how many miles was on the truck to see if the value of the truck is worth the loan. Purchased the truck and when my son drove it off the lot my son called me stating there’s 205,000 miles on the truck. Called dealer immediately he stated motor was changed then called me back stating motor was repaired which he could not prove anything. He never showed my son how many miles was on the title. He screamed at my wife about this plus he said bring it back I got 17 people wants that truck. He lied to us and the bank. This is fraud dealing with mileage. Stay away from this dealer he lie to make a buck. I am the father and I am on the loan for this truck so this dealer should pay on the loan the difference of the extra miles that the truck deprecated on the loan plus pay for extra warranty on the power train. My son likes the truck but we got ripped.

Mr. [redacted],We've received the window from the manufacturer and have re-inspected it to make sure it is free of scratches and defects.  At this point we're trying to confirm an installation date that is acceptable to your schedule but haven't heard back from you on this matter.  We have reserved Saturday, 9/12 for completion of the installation if that will work for your schedule?  Our intention has always been to complete the installation and fulfill our obligations under the contract.  At no time have we rejected to complete the installation or repair damages.  We've followed up with your wife during this process via email and phone and even met with her the morning of 8/26 during the manufacturer's installation to make sure everything was being handled to her satisfaction.  At no time did she mention that she was dissatisfied with the work completed thus far, nor did she mention any outstanding issues.  We cannot address your concerns or replace the window if we do not hear back from you.  I'm requesting that you contact me directly at 281-440-[redacted] or by email at kb[redacted]@superiorwindowcompany.com to set up an installation date and discuss the outstanding issues so we may bring your installation to a conclusion.    Thank You,Katherine B[redacted]

Ms. Ping **,
Superior Window Company installed your windows in August
2011.  Upon installation we ensure the
windows are installed accordingly and that they are free of defects and
operating properly.  We regret that you
don’t believe that we’ve been attentive and responsive to...

your emails regarding
your service requests; however, our records indicate that we have responded to
each of the requests that you’ve sent to us.
Our records indicate we first received a service request in
March 2013 for replacement of a cracked glass unit.  Our technician went out in March 2013 and
identified the glass unit that needed to be replaced so that the manufacturer could
remake a new glass unit.  That same month
the glass unit was ordered and replaced without charge as per your warranty.  At the time of this service your mother
complained of an issue with the operation of the window to the service
technician. The window is a 48x84 double hung, triple paned unit which is quite
large and heavy considering there are three pieces of glass in each sash.  Your mother is small framed and the service
technician explained that the window was difficult for her to operate because
the sashes of a triple paned glass unit were heavier than the single pane glass
windows that were previously in the home. 
A window that large and heavy is going to be difficult for someone of
her stature to operate; however, we didn’t note an issue with how the window
was operating.  When the technician
installed the new glass unit he noted that the top sash dropped slightly when the
window was unlocked and suggested changing out the set of balancers in the top
sash.  Balancers come in different sizes
and the sizes are determined by the weight of the glass units.  The manufacturer determines the weight of the
balancers for the windows.  A new set of
balancers were ordered from the manufacturer, at no charge, as per your
warranty.  While the balancers were on order
we received an email from you regarding problems with 4 additional windows
which were the same size.  At your
request we ordered balancers for the additional 4 windows and on June 18, 2013
our technician went out to your home to complete the service.  At the time of this service, the technician
found that there wasn’t an issue with the 4 windows and replacing the balancers
would not help with the operation of the windows.  Again the problem that was identified in June
2013 was that the windows are large and heavy and are difficult for a smaller
framed person to operate.
When we received your call June 2015 regarding difficulty in
operating your windows, our office referred you to the manufacturer as they are
the responsible party for warranty product issues.  Our office provided you with an email link to
file a warranty claim with the manufacturer.  
After review, it appears that you advised the manufacturer that the
windows haven’t been operating properly since they were installed; therefore, the
manufacturer responded that it was an installation issue and not a product
issue.  The manufacturer also requested
the bar code information from the windows which was not provided to them to
follow through on your claim.
We can send a technician out to your home; however, it will
not change the fact that the 48x84 double hung, triple pane glass windows are
large and heavy to operate simply due to their size and weight which has been previously
explained.  In the past we’ve met with
you mom, so if you’re in the country we will be happy to meet with you.

Our response was based on the information provided by the representative that met with Mr. [redacted].  The fact is that both the customer and the business have a period of time that allows for further review of the work order before it becomes a legal contract.  The customer has three business days to notify the business of their intent to cancel and the business owner must review and sign their approval to each work order.  This review process allowed us to determine that the work order was under priced for the described work and notification was given to the customer.  Just as the customer stated, we consider this matter closed seeing as the work order was rejected and the customer's check was never deposited.  Katherine [redacted]

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.  
There have been a distortion of the facts as presented by Katherine [redacted] on what transpired. Their sales representative Kelly did NOT need to write up the contract (which I have a copy of) that has 25 windows at the price that was agreed upon. If Katherine and Dale are not happy with the price of the agreement, they should have stated so instead of painting such a distorted picture of what took place. If it makes Katherine and Dale feel better of the reason to reject a legal agreement with this concocted story and time line then let there be it as this would not be going anywhere. This is settled and closed 
Regards,
 
Our
representative, Kelly, met with Mr. [redacted] on 1/30 who signed a work
order for windows in his home. 
Mr. [redacted] had previously had some of the windows in his home replaced by
another company and advised Kelly he was interested in pricing for the
remaining windows.  Kelly priced Mr. [redacted]
for the windows he was shown and when the work order was being written
for
twenty windows, Mr. [redacted] informed Kelly that five windows needed to be
added.  When the work order was being completed,
Mr. [redacted] wanted all the windows done for $10,500.  Mr. [redacted] also noted
on his deposit check that
he was having all twenty five windows replaced. 
When the work order and deposit check were turned into the company and
reviewed, Mr. [redacted] was notified that the work order, as written, could
not be
accepted and that we would not be depositing his down payment check.  We
offered to place the work order on hold
for an installer to re-count and re-measure the windows but Mr. [redacted]
expressed
that he wouldn’t accept any changes to the original work order.  I
understand Mr. [redacted] is unhappy with our decision;
however, he was notified in a timely manner about the situation and his
check
was never deposited.  Mr. [redacted] can check with his banking institution
and verify that now, eleven days after the work order was written, his
check was never deposited.  At this time there
is no further action that is required as the work order was declined and
Mr.
[redacted]’s deposit check was destroyed.Katherine [redacted]

Dear [redacted],The
problem was already resolved before this claim was filed. Mrs. [redacted] prematurely
filed this claim. She did not know that we already talked to Mr. [redacted] and
resolved the problem. Sincerely, North
Hills Auto Mall

Hello, [redacted] bought a car almost a year ago on May, 27, 2016 in AS-IS condition and was given a three months or forty-five hundred mile power train warranty. Any dispute with the warranty is between him and [redacted]. We told him that he should have called us before he spent all...

of this money. He called us with a new repair bill and we told him that we could have the work done for $400.00 our cost. He refused our offer so we cannot help him at the present time.

Tell us why here... August 19, 2017 Customer: *** * ***Complaint ID#: *** To Whom It May Concern,The above named customer bought a 1999 Honda for $2499.00 from us on 7/29/2017.  The vehicle was sold AS-IS. No additional warranty protection was available.  The customer...

said the check engine light was on so he brought it in, we ran the diagnostic test and found that it was a cam shaft sensor. It was unclear if the sensor was bad or the wire fell off, so we told him to bring the car back in to have it sent to the mechanic shop on Wednesday. This code (Cam Shaft) did not affect the drivability of the vehicle and it still ran fine. He never called and never showed on Wednesday.  The next day we got notification of the complaint filed. We told him that we checked all the fluids and they were full.  If the customer wants to have the transmission flushed and refilled, oil flushed and refilled, along with power steering flushed and refilled that would be up to him to have done. The other repairs listed are all taken in to effect for the low selling price of the vehicle. We feel that we tried to provide a solution to the problem, even though the car was purchased AS-IS for $2499. Because he never showed up for the appointment we had scheduled, we feel we can no longer help him at this time. Thank you.

Mr. [redacted],
We received your complaint submitted to the Revdex.com.  At no time has Superior Window Company been
unresponsive or unwilling to complete your window project.  As with any home construction project
unintentional damages may occur or unforeseen issues can arise and we work...

to
resolve those issues as we’re informed of them. 
While we can approximate the anticipated length of a project, we cannot
guarantee your project being completed in one day since every installation
project is unique. We started the installation on Friday, 7/17 and the
completion certificate for which you signed indicated that the project was
completed that same day and you were satisfied with the workmanship.  It wasn’t until Monday morning 7/20 that we
were notified, by your wife, that some issues were discovered with the
installation.  We regret that issues were
encountered. We scheduled for Dale to meet you at your home the evening of Tuesday,
7/21 to identify your concerns and note what needed to be addressed to finalize
the installation.  He identified items
that both Superior Window Company and the manufacturer needed to address so
that your project could be completed with satisfaction.  We scheduled and sent out our installers on
Wednesday, 7/22 to address the concerns with caulking, wood, and drywall which
your wife signed off on as completed on 7/22. 
We then notified the manufacturer of the need to remake glass for three
windows with scratches as well as your dissatisfaction with the finished
surfaces of the vinyl lift rails.  We followed
up on Wednesday, 7/23 with an email, to your wife, inquiring about her satisfaction
with work completed by our installers as well as an update that the
manufacturer would be contacting her regarding the service for the glass
replacement.  We were never made aware
that there were any outstanding service concerns that needed to be addressed by
Superior Window Company.  Since being
notified of your concerns on 7/20, we’ve been in contact with your wife and the
manufacturer to ensure that the entire project would be completed
satisfactorily. 
While Superior Window Company is responsible for the
installation services, the manufacturer is responsible for warrantying any
product issues.  The issues with the
scratched glass and rough vinyl surfaces were items that needed to be addressed
by the product manufacturer.  We
apologize that it has taken several weeks for this to occur but new glass had
to be made which required production time from the manufacturer.  We understand your frustration and are aware
that the initial service date that was scheduled by the manufacturer for 8/13 had
to be cancelled since the large glass unit for above the door was flawed and note your dissatisfaction with the manufacturer only giving you one day notice of the cancellation.  The manufacturer offered to replace the
smaller two glass units and address the issues with the rough vinyl surfaces on
8/13 but it was preferred that all work be completed at the same time as you requested.  We were advised that the manufacturer rescheduled
the service for Wednesday, 8/26 and Dale went to your home to check on the
progress. Dale met with the manufacturer’s
installers and your wife and noted that the installers would be able to
complete all the service work with the exception of replacing the large glass
unit above the door.  Unfortunately, the scaffolding
that the manufacturer uses for two story installations was not suitable for setting
up in the entryway of your home.  To
avoid risk of breakage and any damages we requested that the manufacturer
remake the glass unit in a frame that could be more easily hoisted into
place.  Dale explained this to your wife
and advised her that we would be back in contact as soon as the manufacturer
could provide us with a production date for the new framed window.  Unfortunately, we were not made aware of your
dissatisfaction with communicating with the manufacturer or the installation
scheduling until we received this complaint. 
We would have been more than willing to work with the manufacturer, on
your behalf, with the schedule if it was not convenient for you. 
At this time, the manufacturer is having a glass unit made
in a frame and once we have received the window and inspect it; we will contact
you to schedule the installation.  The
manufacturer has been notified that Superior Window Company will be the primary
contact going forward and we will communicate directly with you on the
installation.  On Wednesday, 8/26 we
tried several times to reach you, by phone, and left messages but haven’t received
a call back as of yet regarding the outstanding service issues you’ve mentioned
in this complaint.  Please contact us
back to advise what is remaining to complete your installation other than
replacement of the large window above the front door so we can be
prepared.  You can reach me directly at
281-440-[redacted] or by email at kb[redacted]@superiorwindowcompany.com
Thank You,
Katherine B[redacted]