Planet Pre-Owned

April 2017To whom it may concern:This letter is in response to a complaint filed against us ID [redacted] .On 3/18/ [redacted] came in for a state and emissions inspections and an oil changeShe needed four tires to pass inspection and agreed to purchase them through usIt also needed a right front headlight assembly due to damage on the existing one.We did the oil change, and put four new tires on the vehicle with a free alignmentWe did however, overcharge the customer $due to extra filters chargedThis was simple human error, the #& #are right next to each other on any standard keyboard; this was not intentional [redacted] pointed out the error agreed to a $credit for future repairsThe regular fee for a state safety inspection when it passes is $ [redacted] ***'s vehicle didn't pass due to the headlight damageAt this point, [redacted] was only charged $(we didn't charge the $sticker fee because we could not pass the vehicle)The customer understood, that she had days to return with the headlight repaired in order to have the safety inspection sticker applied to the vehicle.On 4/15/agentleman returned with [redacted] ***'s vehicle without the repaired headlightWhen given an estimate to install customer supplied headlight assembly, the gentleman decided to install it himself and return with the vehicle at 12:15.At 11:the gentleman returned with the vehicle with the headlight repairedThe gentleman agreed to wait for it to be re-inspected because he was early and we had other appointments that were already scheduled [redacted] called angry because the gentleman was waiting and demanded her $be refundedOur technician brought the vehicle into the garage and inspected it as soon as he couldHe then passed [redacted] ***'s vehicle and applied the state safety inspection sticker to the vehicle.We charged for the state safety inspection sticker only ($6.00).On 4/15/we refunded the $(receipti 024679) and for any inconvenience.RespectfullyJoniService Advisor

In reference to ID # [redacted] Customer was instructed by me on April 8, to take his vehicle to a [redacted] Dealership to have further diagnostic testing done on his vehicle for the fuel concern (which we were unable to duplicate) and water leak concernWe offered to pay for the diagnostic fees and we supplied our fax number for an estimate to be faxed toAs of this date, we have yet to receive an estimate, Customer did stop in and said he missed his service appointment at the [redacted] DealershipWe strive for customer satisfaction and that offer still stands.Thank you for your time and consideration on this matter,Robert P***Service ManagerMatthews Planet Preowned

In reference to ID # [redacted]. Customer was instructed by me on April 8, 2015 to take his vehicle to a [redacted] Dealership to have further diagnostic testing done on his vehicle for the fuel concern (which we were unable to duplicate) and water leak concern. We offered to pay for the diagnostic fees and...

we supplied our fax number for an estimate to be faxed to. As of this date, we have yet to receive an estimate, Customer did stop in and said he missed his service appointment at the [redacted] Dealership. We strive for customer satisfaction and that offer still stands.Thank you for your time and consideration on this matter,Robert P[redacted]Service ManagerMatthews Planet Preowned

In reference to ID # [redacted]. Customer was instructed by me on April 8, 2015 to take his vehicle to a [redacted] Dealership to have further diagnostic testing done on his vehicle for the fuel concern (which we were unable to duplicate) and water leak concern. We offered to pay for the diagnostic fees...

and we supplied our fax number for an estimate to be faxed to. As of this date, we have yet to receive an estimate, Customer did stop in and said he missed his service appointment at the [redacted] Dealership. We strive for customer satisfaction and that offer still stands.Thank you for your time and consideration on this matter,
Robert P[redacted]
Service ManagerMatthews Planet Preowned

April 21 2017To whom it may concern:This letter is in response to a complaint filed against us ID [redacted].On 3/18/17 [redacted] came in for a state and emissions inspections and an oil change. She needed four tires to pass inspection and agreed to purchase them through us. It also needed a right...

front headlight assembly due to damage on the existing one.We did the oil change, and put four new tires on the vehicle with a free alignment. We did however, overcharge the customer $15.00 due to 3 extra filters charged. This was simple human error, the #1 & #4 are right next to each other on any standard keyboard; this was not intentional. [redacted] pointed out the error agreed to a $15.00 credit for future repairs. The regular fee for a state safety inspection when it passes is $23.00. [redacted]'s vehicle didn't pass due to the headlight damage. At this point, [redacted] was only charged $17.00 (we didn't charge the $6.00 sticker fee because we could not pass the vehicle). The customer understood, that she had 30 days to return with the headlight repaired in order to have the safety inspection sticker applied to the vehicle.On 4/15/17 agentleman returned with [redacted]'s vehicle without the repaired headlight. When given an estimate to install customer supplied headlight assembly, the gentleman decided to install it himself and return with the vehicle at 12:15.At 11:23 the gentleman returned with the vehicle with the headlight repaired. The gentleman agreed to wait for it to be re-inspected because he was early and we had other appointments that were already scheduled. [redacted] called angry because the gentleman was waiting and demanded her $15.00 be refunded. Our technician brought the vehicle into the garage and inspected it as soon as he could. He then passed [redacted]'s vehicle and applied the state safety inspection sticker to the vehicle.We charged for the state safety inspection sticker only ($6.00).On 4/15/17 we refunded the $15.00 (receipti 024679) and for any inconvenience.RespectfullyJoniService Advisor