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Oxendale Auto Center Reviews (7)

I am happy to see that Mrs [redacted] states at the beginning of her response that she accepts my previous apology for the mechanical failures she experienced I would also like to point out that in the customer's original complaint under the heading Desired Settlement the customer states "At the minimum, we would appreciate an apology." It's a positive note that this process has brought about some degree of satisfaction for the customer as originally desired I believe the rest of Mrs [redacted] 's response is simply looking for her voice to be heard and acknowledged based on her statement "...we will have to accept it but I do want to reply to Mr [redacted] 's points." I would be happy to acknowledge each of her points and address them The customer acknowledges signing the document saying "***AS EQUIPPED [redacted] NOTHING PROMISED BY DEALER OR SALESPERSON" I appreciate the customer realizing she signed this document, but unfortunately misunderstood and thought that something was promised to her I did speak with the store manager about this complaint, and in an effort of goodwill he attempted to get some documentation from the previous owners about the engine for Mrs [redacted] He did not say the customer was promised the paperwork Unfortunately, he has been unsuccessful in contacting the previous owners at this time I was not intending to insult the other dealership or repair facility I was simply explaining that we do not have any control over other dealerships, and shouldn't be asked to pay reimbursement based on another dealer's transaction The customer also references travalues on the Kia Sorento she purchased from us, and the Suzuki XL-she traded into us Unfortunately, vehicle valuation is a very complicated thing that the customer may not entirely understand all the factors that go into it For example, the Suzuki she traded into us had a significant drop in value when Suzuki Motor Corporation pulled out of the U.S There are no longer any Suzuki automobile dealers in the U.S., and therefore it is very difficult to receive parts and service for those vehicles On the other hand, Kia Motors America is doing very well in the U.Sand is much easier to obtain parts and service for your vehicle I appreciate the customer acknowledging "mechanical issues can happen at any time." 4.Yes, the no-charge work we provided after the sale was goodwill It was not contractually obligated, and does not fall under the [redacted] *** The [redacted] only pertains to new vehicles and is an issue handled through the manufacturer This vehicle was purchased as a used vehicle In an effort to resolve this customer complaint amicably I want to offer the customer something additional based on travalue; since that's seems to be the heart of the complaint If at anytime during the next months the customer wants to tratheir current vehicle for a nicer, newer vehicle I will give them an additional $for the traover and above the sales department's appraised market value I will even extend this offer to any of the five Oxendale Auto Group dealerships if the customer feels uncomfortable doing business with Oxendale Auto Center again It is my sincere hope to resolve the feelings of mistrust with Mrs [redacted] and demonstrate that we are a Dealer...For The People Sincerely, [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.  For your reference, details of the offer I reviewed appear below.
"As this will probably be the closest we will come to receiving an actual apology for the poor business practices of Oxendale Auto Center "A dealership for the people" we will have to accept it but I do want to reply to Mr. [redacted]'s points:
 
1.  Yes, I signed a document stating that we did not expect any additional "work listed below".  We did not think that "work" applied to the paperwork copies we were promised.  I notice that Mr. Oxendale doesn't indicate that he spoke to [redacted] and that [redacted] denies using the inducement of a new engine as a selling point and offering the paperwork as proof -  only that we may or may not have asked for the paperwork and are not entitled to it because we signed the After Sale Work Order.
 
2.  Dealerships that live in glass houses shouldn't throw stones.  It is inappropriate for Mr.[redacted] to cast aspersions on either the dealership or the repair garage in Great Falls, MT.  He is basing his assumption that the repair was going to be overcharged on my limited ability to describe the issue with the motor and his unwillingness to listen.  (For example in my original complaint, I used the incorrect wording of transmission belt when I meant power steering belt).  
 
As to the dealership in Montana, we feel that we received excellent service, consideration, and would recommend them to anyone.  They gave us $3,000 for the trade in, as well as, assuming the cost of the repair at the other garage.  When I told Mr. [redacted] what we received for the trade in, his response was that the dealership in Montana had given us a less than honest deal because the Sorento was a 4-wheel drive and worth much more.  That's an interesting opinion since the Suzuki that we traded in to his dealership when we purchased the Sorento was also 4-wheel drive (and in good mechanical condition as opposed to the Sorento at the time we traded it in) and they only gave us $2,000 for that trade in - so who took advantage of whom?  My request for reimbursement was not because we received a bad deal in Montana but because we received a bad deal at Oxendale.
 
3.  Yes, mechanical issues can happened at any time.  How silly of us to think we would get more than 2,000 miles.
 
4.  Goodwill repair on the Sorento or necessary repair under Arizona's Lemon Laws?"
Regards,
[redacted]

I have reviewed the complaint from [redacted]. Please find a copy of the enclosed purchase order confirming the customer's purchase of a 2004 Kia Sorento from Oxendale Auto Center on April 26, 2014. I do remember speaking with [redacted] a few months ago about her Sorento.
I have reviewed...

the deal file and did not find any promises about providing paperwork for a new motor.  Contrary to what the customer is stating, please see the second enclosure signed by the customer and the manager that states "[redacted]AS EQUIPPED[redacted]  NOTHING PROMISED BY DEALER OR SALESPERSON". I have to rely on the document signed by the customer clearly stating that nothing was promised at the conclusion of the sale. I do acknowledge that many times during the course of negotiations the customer may request certain items that may or may not be agreed to. For this reason we clearly spell out any items that are agreed upon at the conclusion of the sale. This ensures there is no miscommunication.
When I spoke with [redacted] personally she told of about her misfortune in Great Falls, MT. explained to the customer that it sounded to me the repair facility was overcharging based on her description, but I can't be sure. Additionally, the customer told me she received a low trade-in value and felt that it was my responsibility. We cannot accept responsibility for the trade valuation, accepted by the customer, from a dealer in Great Falls, MT. We had nothing to do with that transaction. I do not think it is appropriate for the customer to request payment based on a transaction with a dealer in MT.
I am apologetic that the customer experienced mechanical failure while traveling , but that can happen to any vehicle, especially when driving long distances. I would like to point out that Oxendale Auto Center did provide a goodwill repair when the customer had a complaint two days after the sale. 
Sincerely,
[redacted]
Oxendale Auto Center

I am happy to see that Mrs. [redacted] states at the beginning of her response that she accepts my previous apology for the mechanical failures she experienced.  I would also like to point out that in the customer's original complaint under the heading Desired Settlement the customer states "At the minimum, we would appreciate an apology."  It's a positive note that this process has brought about some degree of satisfaction for the customer as originally desired.
I believe the rest of Mrs. [redacted]'s response is simply looking for her voice to be heard and acknowledged based on her statement "...we will have to accept it but I do want to reply to Mr. [redacted]'s points."  I would be happy to acknowledge each of her points and address them.
1. The customer acknowledges signing the document saying "[redacted]AS EQUIPPED[redacted] NOTHING PROMISED BY DEALER OR SALESPERSON".  I appreciate the customer realizing she signed this document, but unfortunately misunderstood and thought that something was promised to her.  I did speak with the store manager about this complaint, and in an effort of goodwill he attempted to get some documentation from the previous owners about the engine for Mrs. [redacted].  He did not say the customer was promised the paperwork.  Unfortunately,  he has been unsuccessful in contacting the previous owners at this time.
2. I was not intending to insult the other dealership or repair facility.  I was simply explaining that we do not have any control over other dealerships, and shouldn't be asked to pay reimbursement based on another dealer's transaction.  The customer also references trade-in values on the Kia Sorento she purchased from us, and the Suzuki XL-7 she traded into us.  Unfortunately, vehicle valuation is a very complicated thing that the customer may not entirely understand all the factors that go into it.  For example, the Suzuki she traded into us had a significant drop in value when Suzuki Motor Corporation pulled out of the U.S..  There are no longer any Suzuki automobile dealers in the U.S., and therefore it is very difficult to receive parts and service for those vehicles.  On the other hand, Kia Motors America is doing very well in the U.S. and is much easier to obtain parts and service for your vehicle.
3. I appreciate the customer acknowledging "mechanical issues can happen at any time."
4.Yes, the no-charge work we provided after the sale was goodwill.  It was not contractually obligated, and does not fall under the [redacted].  The [redacted] only pertains to new vehicles and is an issue handled through the manufacturer.  This vehicle was purchased as a used vehicle.
In an effort to resolve this customer complaint amicably I want to offer the customer something additional based on trade-in value; since that's seems to be the heart of the complaint.  If at anytime during the next 12 months the customer wants to trade-in their current vehicle for a nicer, newer vehicle I will give them an additional $500 for the trade-in over and above the sales department's appraised market value.  I will even extend this offer to any of the five Oxendale Auto Group dealerships if the customer feels uncomfortable doing business with Oxendale Auto Center again.  It is my sincere hope to resolve the feelings of mistrust with Mrs. [redacted] and demonstrate that we are a Dealer...For The People.
Sincerely,
[redacted]

I have reviewed the complaint from [redacted]. Please find a copy of the enclosed purchase order confirming the customer's purchase of a 2004 Kia Sorento from Oxendale Auto Center on April 26, 2014. I do remember speaking with [redacted] a few months ago about her Sorento.

I have reviewed...

the deal file and did not find any promises about providing paperwork for a new motor.  Contrary to what the customer is stating, please see the second enclosure signed by the customer and the manager that states "[redacted]AS EQUIPPED[redacted]  NOTHING PROMISED BY DEALER OR SALESPERSON". I have to rely on the document signed by the customer clearly stating that nothing was promised at the conclusion of the sale. I do acknowledge that many times during the course of negotiations the customer may request certain items that may or may not be agreed to. For this reason we clearly spell out any items that are agreed upon at the conclusion of the sale. This ensures there is no miscommunication.

When I spoke with [redacted] personally she told of about her misfortune in Great Falls, MT. explained to the customer that it sounded to me the repair facility was overcharging based on her description, but I can't be sure. Additionally, the customer told me she received a low trade-in value and felt that it was my responsibility. We cannot accept responsibility for the trade valuation, accepted by the customer, from a dealer in Great Falls, MT. We had nothing to do with that transaction. I do not think it is appropriate for the customer to request payment based on a transaction with a dealer in MT.

I am apologetic that the customer experienced mechanical failure while traveling , but that can happen to any vehicle, especially when driving long distances. I would like to point out that Oxendale Auto Center did provide a goodwill repair when the customer had a complaint two days after the sale. 

Sincerely,

Oxendale Auto Center

I am happy to see that Mrs. [redacted] states at the beginning of her response that she accepts my previous apology for the mechanical failures she experienced.  I would also like to point out that in the customer's original complaint under the heading Desired Settlement the customer states "At the minimum, we would appreciate an apology."  It's a positive note that this process has brought about some degree of satisfaction for the customer as originally desired.

I believe the rest of Mrs. [redacted]'s response is simply looking for her voice to be heard and acknowledged based on her statement "...we will have to accept it but I do want to reply to Mr. [redacted]'s points."  I would be happy to acknowledge each of her points and address them.

1. The customer acknowledges signing the document saying "[redacted]AS EQUIPPED[redacted] NOTHING PROMISED BY DEALER OR SALESPERSON".  I appreciate the customer realizing she signed this document, but unfortunately misunderstood and thought that something was promised to her.  I did speak with the store manager about this complaint, and in an effort of goodwill he attempted to get some documentation from the previous owners about the engine for Mrs. [redacted].  He did not say the customer was promised the paperwork.  Unfortunately,  he has been unsuccessful in contacting the previous owners at this time.

2. I was not intending to insult the other dealership or repair facility.  I was simply explaining that we do not have any control over other dealerships, and shouldn't be asked to pay reimbursement based on another dealer's transaction.  The customer also references trade-in values on the Kia Sorento she purchased from us, and the Suzuki XL-7 she traded into us.  Unfortunately, vehicle valuation is a very complicated thing that the customer may not entirely understand all the factors that go into it.  For example, the Suzuki she traded into us had a significant drop in value when Suzuki Motor Corporation pulled out of the U.S..  There are no longer any Suzuki automobile dealers in the U.S., and therefore it is very difficult to receive parts and service for those vehicles.  On the other hand, Kia Motors America is doing very well in the U.S. and is much easier to obtain parts and service for your vehicle.

3. I appreciate the customer acknowledging "mechanical issues can happen at any time."

4.Yes, the no-charge work we provided after the sale was goodwill.  It was not contractually obligated, and does not fall under the [redacted].  The [redacted] only pertains to new vehicles and is an issue handled through the manufacturer.  This vehicle was purchased as a used vehicle.

In an effort to resolve this customer complaint amicably I want to offer the customer something additional based on trade-in value; since that's seems to be the heart of the complaint.  If at anytime during the next 12 months the customer wants to trade-in their current vehicle for a nicer, newer vehicle I will give them an additional $500 for the trade-in over and above the sales department's appraised market value.  I will even extend this offer to any of the five Oxendale Auto Group dealerships if the customer feels uncomfortable doing business with Oxendale Auto Center again.  It is my sincere hope to resolve the feelings of mistrust with Mrs. [redacted] and demonstrate that we are a Dealer...For The People.

Sincerely,

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.  For your reference, details of the offer I reviewed appear below.

"As this will probably be the closest we will come to receiving an actual apology for the poor business practices of Oxendale Auto Center "A dealership for the people" we will have to accept it but I do want to reply to Mr. [redacted]'s points:

 

1.  Yes, I signed a document stating that we did not expect any additional "work listed below".  We did not think that "work" applied to the paperwork copies we were promised.  I notice that Mr. Oxendale doesn't indicate that he spoke to [redacted] and that [redacted] denies using the inducement of a new engine as a selling point and offering the paperwork as proof -  only that we may or may not have asked for the paperwork and are not entitled to it because we signed the After Sale Work Order.

 

2.  Dealerships that live in glass houses shouldn't throw stones.  It is inappropriate for Mr.[redacted] to cast aspersions on either the dealership or the repair garage in Great Falls, MT.  He is basing his assumption that the repair was going to be overcharged on my limited ability to describe the issue with the motor and his unwillingness to listen.  (For example in my original complaint, I used the incorrect wording of transmission belt when I meant power steering belt).  

 

As to the dealership in Montana, we feel that we received excellent service, consideration, and would recommend them to anyone.  They gave us $3,000 for the trade in, as well as, assuming the cost of the repair at the other garage.  When I told Mr. [redacted] what we received for the trade in, his response was that the dealership in Montana had given us a less than honest deal because the Sorento was a 4-wheel drive and worth much more.  That's an interesting opinion since the Suzuki that we traded in to his dealership when we purchased the Sorento was also 4-wheel drive (and in good mechanical condition as opposed to the Sorento at the time we traded it in) and they only gave us $2,000 for that trade in - so who took advantage of whom?  My request for reimbursement was not because we received a bad deal in Montana but because we received a bad deal at Oxendale.

 

3.  Yes, mechanical issues can happened at any time.  How silly of us to think we would get more than 2,000 miles.

 

4.  Goodwill repair on the Sorento or necessary repair under Arizona's Lemon Laws?"

Regards,

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Address: 8350 East Highway Route 69, Prescott Valley, Arizona, United States, 86314

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