Northeast Ohio Heating & Air Conditioning

Initial Business Response / [redacted] (1000, 8, 2015/09/18) */ Contact Name and Title: Ken [redacted] Sales Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @harborautomotive.com We apologized for the price discrepancy, we in fact have two web sitesharborcars.com and harborchevybuick.comWe explained that at times the prices may feed wrong from different sites and that every once in a while we may get a pricing errorFor this reason we provide a disclaimer on the vehicle details page, this can be verified by viewing the web sites and visiting the vehicle details pageWhen we were alerted of the pricing error we made immediately made the correction OFFER: Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I selected that I did not accept the response from the business because I do not feel anyone apologized to me for the error, it was trying to blame it on GM or someone else making a website instead of being honestThere is a line on their website saying "dealer is not responsible for pricing errors." If this was the case I am not sure why I was not told this up frontRegardless, I think putting fine print on a website saying a business is not responsible for errors is not right in my opinionI bought my last car from Harbor and have had all my maintenance done at Harbor, but I will no longer use themI have had no issues up to this point but am fearful if I return and have an issue they will point me to fine print and say they are not responsible

Initial Business Response /* (1000, 9, 2017/04/06) */
RE: Your Case # (*** ***)
Thank you for your advisement of the above noted complaint to our attentionCustomer satisfaction and fair play are integral components of our business practice
I would like to address each item
alleged by Ms***
Ms*** visited our dealership on 2/11/seeking to buy a carI spoke with Ms***, at her
request, to ascertain if she could secure financing for a carAfter accepting a credit application, I assured Ms*** that I would be pleased to assist her with her purchase
Ms*** was then shown a couple of cars to consider and she chose a Chevrolet Malibu with 33,miles as her prospective purchase
I subsequently undertook the task of identifying a lender who would extend the credit she
requested; after successfully doing so, Ms*** purchased the Chevrolet Malibu and took delivery of the car
Ms*** was afforded the opportunity to inspect and test drive this car before purchasing itShe expressed her satisfaction with it and purchased and took delivery that dateAt no time during the inspection, test drive-and purchase process, did Ms*** ask for a "Carfax" or I would have gladly procured her one
Ms*** returned to our dealership on 2/13/with a complaint that the car was 'pulling to the left' and in good faith, we performed a four wheel alignment for her at no charge to herOn the same date (2/13/17) Ms*** asked me for a Carfax report which I immediately procured and provided herMs*** asked me at that time if the car had ever been in an accident; I revisited the Carfax and pointed out to her that Carfax reported an accident occurring on 1/28/16; noting "Airbags did not deploy"
On that same date of 2/13/during Ms***'s visit to our dealership, we had the Service Manager drive her car with her and was unable to duplicate the "pulling" she referred toNonetheless, in the interest of customer satisfaction, we performed the four wheel alignment for her at no charge to her
Based on our dealership's inspection process and my discussion with the Service Manager, I am confident there exists no structural issue or safety issue with this carIt is quite possible that Ms***'s dissatisfaction may be the product of her desire for an 'SW' type vehicle, rather than any deficiency with this car
At no time did the salesperson represent to Ms*** that the car had never sustained any accident damageHe would likely have no way of knowing that nor would my many years of association with this gentleman lead me to question his veracity
With regard to Ms***'s assertion that her credit was inquired upon times, there is no truth to this assertion eitherIn fact, her credit application was submitted to nine lenders; and only to the point that we secured an approval on her behalf
Ms*** did ask me on 2/13/for a different vehicleI told Ms*** that her bonafide purchase of the Malibu could not simply disappearI assure Ms*** that I have nothing but the best intentions to help her in any way I can; that is the mindset we subscribe to at our dealership
Ms*** made mention in her complaint that "it feels like the tire about to pop off"I haven't heard this complaint directly from her but am happy to address it for herI am confident the car was not delivered to her with any safety issueI have no reason to fear a tire will 'pop off
In summary; at no time did I fail to "return any call" from Ms***I genuinely want to assist her in any way I can, and encourage her to call me personally
*** *** Business Manager

The business' computer was hacked and is not working The owner does not remember this customer and asks for verification of/documentation from the transaction

Initial Business Response /* (1000, 8, 2015/08/06) */
Contact Name and Title: Brian ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@harborautomotive.com
Hi, thank you for notifying us of this complaintThis vehicle has three of those actuators in itA mode door actuator, and
a right and left temp door actuatorWe replaced the left oneWhile the customer replaced either the right one or the mode oneThe published repair time for the left one (the one we replaced) is hoursPlus the time it takes to figure it outThe published time for the right one is hours and the mode actuator is hoursWe charged them the correct amountThere will be no reimbursementThank you
OFFER:
No offer

Initial Business Response /* (1000, 8, 2015/09/18) */
Contact Name and Title: Ken [redacted] Sales Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@harborautomotive.com
We apologized for the price discrepancy, we in fact have two web sites... harborcars.com and harborchevybuick.com. We...

explained that at times the prices may feed wrong from different sites and that every once in a while we may get a pricing error. For this reason we provide a disclaimer on the vehicle details page, this can be verified by viewing the web sites and visiting the vehicle details page. When we were alerted of the pricing error we made immediately made the correction.
OFFER:
Initial Consumer Rebuttal /* (3000, 10, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I selected that I did not accept the response from the business because I do not feel anyone apologized to me for the error, it was trying to blame it on GM or someone else making a false website instead of being honest. There is a line on their website saying "dealer is not responsible for pricing errors." If this was the case I am not sure why I was not told this up front. Regardless, I think putting fine print on a website saying a business is not responsible for errors is not right in my opinion. I bought my last car from Harbor and have had all my maintenance done at Harbor, but I will no longer use them. I have had no issues up to this point but am fearful if I return and have an issue they will point me to fine print and say they are not responsible.