Initial Business Response /* (1000, 5, 2015/07/28) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@htctech.net
When Ms. [redacted] car was initially diagnosed we had no reason to believe there was anything stuck in the seat track. We continued under the...
most logical assumption-defective part. When we had the track and seat dissassembled adequately to diagose and see the parts we found the pen stuck in the track. General Motors will not contribute any money in anyway to something not working properly that is not their fault. We had no part in this damage either and as a result we will offer no adjustment. Ms. [redacted] was called as soon as we knew what the problem was and she approved the $268 charge on the 9th of July at 2:14 pm by phone with our service advisor.
Please note Mr. [redacted]'s buyers order with initials at "Nothing else owed or promised". In addition there is a copy of the "we owe" that shows nothing promised. Included there is also a copy of an Autocheck Report showing the car has not been wrecked-that would not reflect a dent that...
was not repaired. Also please review RO #[redacted] wear he returned with a vibration that we resolved with $783 worth of tires at no charge. On RO [redacted] you will also see that we replaced a cluster lens and repaired a chin spoiler. Mr. [redacted] did buy a used car at a used car price and we have done all that we can and or intend to at no charge. The value that he received is easily equal to the money he paid for this car.
Mr. and Mrs. [redacted] were here on the 26th of September. There were going to purchase the VW in question. We run a recall check before delivery for every car we sell. As you can see from the attached document there is a serious outstanding recall on this car and I forbid my...
employees from selling it because there is no solution or way to resolve it at this time. It takes 1 day for a car to be removed from our inventory on our computer system and a 2nd day for the car to be removed from the internet marketing programs we use. Enclosed you will find a copy of the Bill of Sale where we sold this car to a wholesaler on the 28 with paperwork dated the 29th. If the customer indeed called another salesperson....so what. We have 700 cars in stock at any given time and our salespeople are not service technicians. If the customer asked about a recall our policy is to not have any cars with outstanding recalls on the lot BUT every employee doesn't check every car every day. Our service department by law cannot perform a recall on a brand we don't sell. I can't say I have ever had a complaint for refusing to sell an unsafe car to a customer.
Complaint: [redacted]
I am rejecting this response because:1. The dealership's response did not address my concerns noted in my initial complaint, specifically: a. The salesman lied about the benefits of the coating applied to the exterior of the car, and the dealership is NOT taking responsibility for the unethical business practices of their employee (at the time of the sale). b. I do NOT want my Buick serviced by a non-GM dealership...not sure why the dealership does not understand this. At the time of my purchase OCJ owned the GM dealership where I bought my car but sold the dealership a few months later. c. It's unfortunate the dealership employees I spoke with did not acknowledge our discussion, nor did the dealership general manager respond to a message I left on his voice mail. It shows lack of respect for their customers, which is further evidenced by the dealership's delayed response to the Revdex.com (and me) regarding this complaint.2. Additionally, I had the exterior of my vehicle inspected by a reputable vehicle detailing business (with over 15 years experience) to determine if the coating was applied to my vehicle correctly. After conducting visual and physical evaluations, they determined it was NOT properly applied.3. As stated in my initial complaint, I purchased several vehicles from OCJ in the past, but will NOT do so again. Further, being a retired veteran, I would recommend that other veterans and current military members NOT do business with any OCJ-associated establishments based on my recent experiences with this company.
Sincerely,
[redacted]
Initial Business Response /* (1000, 16, 2015/12/18) */
My sales manager tells me that the consumer has been told that we will take care of this problem and we are waiting for an estimate. As soon as we receive an estimate it will be paid for.
Initial Consumer Rebuttal /* (2000, 18,...
2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If that is indeed what they are willing to do, then that is great and I accept it, but I also expect them to pay for the diagnostic charge as well since Ford needs to first find out what exactly is faulty with the key pad. I'm obviously not sure who the person is that replied here, but I can assure you that nobody has contacted me from OCJ to tell me this change in position. The last time I spoke to someone there was Jason Vice on 11/17/2015 when I was told they would not pay. The only additional step I took afterward was to send an email with the entire chain of events to the GM [redacted] on 11/27/2015 since I had received an email from him thanking me for my purchase and to let him know if I ever needed anything.
01/04/18 (The Mediator spoke to [redacted] D. [redacted]) I do not see a record of this sale, so I think he purchased it from our Buick dealership that has since been sold. Even so, are happy to work with the CONS at our Dodge dealership in Belleville and we can handle this as a warranty issue. Please have the CONS call me directly on my cell phone at [redacted] and I will personally see that the matter is resolved.01/25/18 The mediator left a VM message for [redacted] D. [redacted] requesting an update on his discussions with the CONS.02/01/18 (The mediator received a VM message from [redacted] D. [redacted].) I have spoken to the CONS several times and it is my understanding that this matter is resolved and the CONS is satisfied.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
These people are not being honest with you. You will find 4 attachments signed and initialed by the customer indicating they selected this option. They have called and talked to General Sales Manager, Sales Manager, Salesperson and anyone who would talk to them trying to get their money...
back. This is a case of buyers remorse. They have a valuable product that will increase resale or trade in that has been installed and cannot be removed to giving them any money back would unjustly enrich them. As a result Oliver C. Joseph will make no adjustment.
Initial Business Response /* (1000, 5, 2015/07/28) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@htctech.net
When Ms. [redacted] car was initially diagnosed we had no reason to believe there was anything stuck in the seat track. We continued under the...
most logical assumption-defective part. When we had the track and seat dissassembled adequately to diagose and see the parts we found the pen stuck in the track. General Motors will not contribute any money in anyway to something not working properly that is not their fault. We had no part in this damage either and as a result we will offer no adjustment. Ms. [redacted] was called as soon as we knew what the problem was and she approved the $268 charge on the 9th of July at 2:14 pm by phone with our service advisor.
Please note Mr. [redacted]'s buyers order with initials at "Nothing else owed or promised". In addition there is a copy of the "we owe" that shows nothing promised. Included there is also a copy of an Autocheck Report showing the car has not been wrecked-that would not reflect a dent that...
was not repaired. Also please review RO #[redacted] wear he returned with a vibration that we resolved with $783 worth of tires at no charge. On RO [redacted] you will also see that we replaced a cluster lens and repaired a chin spoiler. Mr. [redacted] did buy a used car at a used car price and we have done all that we can and or intend to at no charge. The value that he received is easily equal to the money he paid for this car.
Mr. and Mrs. [redacted] were here on the 26th of September. There were going to purchase the VW in question. We run a recall check before delivery for every car we sell. As you can see from the attached document there is a serious outstanding recall on this car and I forbid my...
employees from selling it because there is no solution or way to resolve it at this time. It takes 1 day for a car to be removed from our inventory on our computer system and a 2nd day for the car to be removed from the internet marketing programs we use. Enclosed you will find a copy of the Bill of Sale where we sold this car to a wholesaler on the 28 with paperwork dated the 29th. If the customer indeed called another salesperson....so what. We have 700 cars in stock at any given time and our salespeople are not service technicians. If the customer asked about a recall our policy is to not have any cars with outstanding recalls on the lot BUT every employee doesn't check every car every day. Our service department by law cannot perform a recall on a brand we don't sell. I can't say I have ever had a complaint for refusing to sell an unsafe car to a customer.
Complaint: [redacted]
I am rejecting this response because:1. The dealership's response did not address my concerns noted in my initial complaint, specifically: a. The salesman lied about the benefits of the coating applied to the exterior of the car, and the dealership is NOT taking responsibility for the unethical business practices of their employee (at the time of the sale). b. I do NOT want my Buick serviced by a non-GM dealership...not sure why the dealership does not understand this. At the time of my purchase OCJ owned the GM dealership where I bought my car but sold the dealership a few months later. c. It's unfortunate the dealership employees I spoke with did not acknowledge our discussion, nor did the dealership general manager respond to a message I left on his voice mail. It shows lack of respect for their customers, which is further evidenced by the dealership's delayed response to the Revdex.com (and me) regarding this complaint.2. Additionally, I had the exterior of my vehicle inspected by a reputable vehicle detailing business (with over 15 years experience) to determine if the coating was applied to my vehicle correctly. After conducting visual and physical evaluations, they determined it was NOT properly applied.3. As stated in my initial complaint, I purchased several vehicles from OCJ in the past, but will NOT do so again. Further, being a retired veteran, I would recommend that other veterans and current military members NOT do business with any OCJ-associated establishments based on my recent experiences with this company.
Sincerely,
[redacted]
Initial Business Response /* (1000, 16, 2015/12/18) */
My sales manager tells me that the consumer has been told that we will take care of this problem and we are waiting for an estimate. As soon as we receive an estimate it will be paid for.
Initial Consumer Rebuttal /* (2000, 18,...
2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If that is indeed what they are willing to do, then that is great and I accept it, but I also expect them to pay for the diagnostic charge as well since Ford needs to first find out what exactly is faulty with the key pad. I'm obviously not sure who the person is that replied here, but I can assure you that nobody has contacted me from OCJ to tell me this change in position. The last time I spoke to someone there was Jason Vice on 11/17/2015 when I was told they would not pay. The only additional step I took afterward was to send an email with the entire chain of events to the GM [redacted] on 11/27/2015 since I had received an email from him thanking me for my purchase and to let him know if I ever needed anything.
01/04/18 (The Mediator spoke to [redacted] D. [redacted]) I do not see a record of this sale, so I think he purchased it from our Buick dealership that has since been sold. Even so, are happy to work with the CONS at our Dodge dealership in Belleville and we can handle this as a warranty issue. Please have the CONS call me directly on my cell phone at [redacted] and I will personally see that the matter is resolved.01/25/18 The mediator left a VM message for [redacted] D. [redacted] requesting an update on his discussions with the CONS.02/01/18 (The mediator received a VM message from [redacted] D. [redacted].) I have spoken to the CONS several times and it is my understanding that this matter is resolved and the CONS is satisfied.
Mr. [redacted] received and cashed the refund check I sent him on the 25th of July. I satisfied his every demand.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
These people are not being honest with you. You will find 4 attachments signed and initialed by the customer indicating they selected this option. They have called and talked to General Sales Manager, Sales Manager, Salesperson and anyone who would talk to them trying to get their money...
back. This is a case of buyers remorse. They have a valuable product that will increase resale or trade in that has been installed and cannot be removed to giving them any money back would unjustly enrich them. As a result Oliver C. Joseph will make no adjustment.