North Shore Movers, Inc.

May 13,2015 Re:        ID Number [redacted] To Whom it May Concern: We have received the above-referenced complaint and thank you for the opportunity to respond, As the complaint states, the customer purchased a 2002 [redacted] on August 27,2014. At the time, the...

vehicle had 110,524 miles and the customer purchased it for $7,999. Her vehicle came with a thirty day or 1,000 mile warranty (whichever occurs first) with no deductible, and she also elected to purchase the optional extended service contract which provides powertrain coverage for two years or 24,000 miles, whichever occurs first. There is a $100 per visit deductible as part of the contract. All of our vehicles are reconditioned prior to being placed for sale on the lot, and customers always have the option to take any vehicle to a mechanic of their choice prior to purchasing the vehicle. A copy of this form with the customer's signature acknowledging such is included for your review. As the customer states, on September 2, 2014, she called in with a service concern of squealing brakes and a check engine light. The car was repaired and returned to the customer at no cost to her. On November 25,2014, the customer called in stating the vehicle had a brake noise and was asked if she had a mechanic of choice to go to, as most of our service work is vended out to local mechanics who may handle the work quicker than our small garage. She stated "never mind" and hung up without getting any information. On December 22,2014 the customer stopped in with her mother and stated there was a brake noise and power steering leak; she was again advised to take the vehicle to a mechanic of her choice and to have them call with an estimate. We had no correspondences with the customer or a mechanic until our Sales Consultant called the customer on January 6,2015 to wish her a happy birthday. At this time she stated she liked the car but had a couple of issues but had to cancel her service appointment as the funds for her deductible were not available to her at the time. She called on January 19,2015 stating she had the funds available and was advised again to take the vehicle to a mechanic and have them call with an estimate. She was provided a name and phone number of a local vendor who called the following day with an estimate of repairs, which were approved with the customer owing only her deductible. At the time, the vehicle had 118,517 miles on it and this was the first time the customer owed anything out-of-pocket, which was her deductible amount as outlined in the terms of her extended service contract. We have had no contact with the customer regarding any service issues since January 19,2015. At no time has the need for a transmission been brought to our attention by the customer or any mechanic, and has not been authorized by the warranty company, so we cannot offer any insight as to why the customer may have been waiting three weeks for a transmission, as it has not gone through the proper channels. The first time hearing about this issue is when we received the customer's complaint to the Bureau. The process for filing a warranty claim is clearly outlined on the extended service contract, and any claims that do not go through that proper process may be denied. We are sure the customer understands that vehicles do have issues from time to time, and that vehicles do require general maintenance and upkeep. While we do not have the current mileage on the vehicle, based on the mileage In January, we can estimate that there is somewhere around 126,000 miles on the vehicle currently. While we certainly wish we could, we have no way of knowing what service issues may arise after nearly ten months of ownership and approximately 15,000 miles being put on the vehicle. We provide our customers with a quality product and offer additional products to assist them should they encounter service issues, which is what her extended service contract would offer, provided she was still under the allotted time and mileage. However, we cannot assist anyone without knowing there is a problem. We invite the customer to come in and review again the terms of her extended service contract to ensure she is aware of what is covered and what is not, as general maintenance items such as brakes, rotors, and tires are considered general wear items and are not covered. We also welcome her to contact the Customer Service Department and make arrangements for her vehicle to be reviewed by an authorized repair facility that can submit any appropriate estimates for review by the warranty company.   Again, we thank the Bureau for the opportunity to respond and appreciate the platform provided to both consumers and businesses. We look forward to hearing from the customer and working towards a solution. Regards,[redacted]General Manager