after reviewing the purchase agreement, we found evidence that no DMV fees were collected on behalf of MRand Mrs***, there is also evidence that only 6% tax was collected on the purchased price of the vehicleplease contact me and I will be happy to find a resolution to this matter
thank you
I responded to the above complaint todayI reached out the the customer once again tonight and offered to, once again, fix their vehicle under our warranty as I have right alongThe customer did not pick up but I left a nice voicemail stating we would fix the vehicle but it would have to be done at our garageI received am e-mail in response that I have attached to thisIf you can take a minute to read it, I am obviously trying to deal with someone who it more concerned in insulting me and using profanity towards meI would like the attached e-mail attached to our case and reviewed as part of my documentation if possibleThank you
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
This business continues to reply to the Revdex.com and not to us, the customersWe are done dealing with them, as we do not trust nor respect their business practicesWe simply want it on record that this is an unresolved caseWe are absolutely not willing to allow this company to get anywhere near our vehicleAs far as my "profanity" and "insults," they are not aggressive at all and nowhere do I threaten anyoneWe have been told to "stop bothering" the Poulin staff (on the phone, so there is no written record of it) and ***'s general attitude has been that they are not willing to budge or do anything over the signed warranty (which we STILL do not have a copy of, nor have we been provided with contact info for the business OWNER, as requested multiple times)We consider this matter closedHowever we do request that it be "closed" by our rejection, and that it be available to others to see what our experience has been with this "business"
Regards,
*** ***
Unfortunately I fear we are at a dead end. I will not continue to be called a liar when everything I have stated has been or can be backed with with supporting evidence. The facts in Mr. [redacted]' story seem to be keep changing from the selling price, to when the cable broke, to the brake cable being broken and frayed to us not fixing the horn(it did not work, now it does... I'm at a loss how that is incorrect) to what they were looking for to how much work the truck needs(First it was $1000 and now it is thousands). As I stated before, our incoming calls are recorded. We fixed the two issues that we did not need to. In Mr. [redacted]' last response he accused us of an illegal sale, which is an absolute falsehood. There was no part of this sale that was illegal and we do not partake in any illegal sales and I will not stand to be accused of such things. This is the type of remarks that caused me to end communications with him. As I stated in my last response, we have already gone above and beyond in an effort to help Mr. [redacted] when we clearly have no obligation to. We owed Mr. [redacted] nothing when he purchased the truck, at a deep discount and still helped him out. We did not lie to him nor were we "frequent drivers" of the truck as he accused us of being, in fact, as Mr. [redacted] pointed out, the truck only drove 33 miles in over a month AND that included his multiple test drives. I have made and proved my facts in this matter. I trust you will find that again, we have gone above and beyond in trying to resolve this matter but again, I will no longer allow Mr. [redacted] or anyone else on his behalf to keep putting us down, calling us liars, yell at us or continue to imply that we do illegal activities. Thank you.
Dear Sir/Madam; My name is [redacted]. I am the General Sales Manager here at Poulin Auto Sales in Barre Vt. I have been dealing with Mr. and Mrs. [redacted] on the current situation. I have read there complaint and noticed that there are some inaccuracies in it. This was the second vehicle that...
they purchased from us. They called up and inquired about a 2008 [redacted] with 144,000 miles that they saw online. The vehicle was advertised for $13,578 at the time. They offered us $12,500 out the door, including all tax, title and registration fees. This required us discounting the truck just over $2,300 to do, but we did it without question and delivered the truck to them over an hour away at no charge because we like to retain happy, loyal customers. This is discrepancy #1, they did not purchase the truck for $16,000, they purchased it for $11,200. I can send you the signed purchase and sales agreement if needed. [redacted] was their salesman and did do a couple follow up calls. Neither on called up for mentioned any issues with the truck. They did not contact us on the dates they said they did. The first contact we had regarding any issues was an e-mail received on 4/5/2016 from Mr. [redacted]. I have attached that e-mail for your viewing. [redacted] reached out to our service department and our service manager, [redacted] called and spoke to Mrs. [redacted] informed her she did have a warranty and offered to have her vehicle towed up here at no charge. At this point Mrs. [redacted] started using fowl language and demanded to speak to another manager. I spoke to her. I once again informed her that we would be happy to stand behind our vehicle and the warranty we offered. She refused, used foul language once again and told me she never got a copy of a buyers guide. I offered to e-mail her a signed copy that she received upon closing of the deal. I have also attached that e-mail to this response for your viewing. She told me she was not paying 50% and that we were a poor dealership and that she was going to "blast" us on social media if we did not repair her truck at no charge before hanging up on me. She then proceeded to calling back and going through the same spell with [redacted], her salesman. I asked [redacted] not to respond as I would handle the situation as the store lead manager from here on out. There were other e-mails send back and forth, which I told them both in each one that we were still willing to stand behind our warranty. Mrs. [redacted] did make a special call in to get the owners name, which she was provided. She then called up to our sister location and spoke to a sales rep there and once again [redacted]. I did ask them in an e-mail that if they needed to contact anyone at our dealership, please do not contact [redacted], the saleman. I never once said do not contact anyone else. This is also attached in an e-mail. Mrs. [redacted] did go on several social media sites and make rude and disgusting comments without merit. Throughout all of this, I kept saying we would honor our warranty but we would need to do the work and we offered to have the vehicle towed to us. Mr. [redacted] stated he is a mechanic, and he drove the truck for a month without issues. The day he had an issue and called us regarding it, we jumped to help him, offering a tow at no charge and stated several times that we would stand behind our vehicle. I think it is clear by the attachments to this response, that this is the case. We have done nothing wrong and after all the insults and demeaning comments online, we are still willing to honor our warranty, but the work needs to be done at our dealership. I believe we have tried to help this customer and resolve this issue several times. I belive you will feel the same way. Thank you for your time.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
This response was not directed to me or my husband. but rather to the Revdex.com. The first discrepancy, about us buying a previous car from these "businessmen", is irrelevant to this matter. In fact, it only indicates that we were stupid enough to trust them twice. I did not have the information on hand regarding the purchase price, since our request has nothing to do with the purchase price. As a dealership in the business of creating profit for themselves, regardless of the price we paid, I'm fairly certain Poulin made a decent profit. Still, NOT RELEVANT TO THIS CASE. We are in no way going to trust Poulin to do anything, especially at this point--I have no doubt that they would sabotage the vehicle. Since we were instructed to "stop bothering them," and because they have shown themselves completely lacking any degree of understanding anything about customers other than "what's their credit limit?"--we still believe that they should pay for the work to be done at a REPUTABLE mechanic.
thanks,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
We are not going to go back and forth and continue arguing over who said what with the business. It should be noted that we were sold a vehicle that we were lied to by Mr. [redacted] and Ms. [redacted]. This truck is not safe to drive. It needs thousands of dollars of work done before we can safely operate it. Mr. [redacted] prides [redacted] for fixing the shocks and the horn. These are safety concerns that should have been taken care of before even putting a for sale sticker on the truck. It also should be re-addressed that the horn was not properly repaired by [redacted]’s mechanics. The lists that have been provided in previous complaints are also SAFETY issues that are related to VT STATE INSPECTIONS. [redacted] Auto “inspected” this vehicle on 12/28/16. Mr. [redacted] and Ms. [redacted] lied on various occasions throughout the sale as well as the statement responding to our complaint. The fact that Mr. [redacted] states that we were rude, is out of line. We attempted to work with the business to resolve this issue and all we received in response was Mr. [redacted] cutting us off and continuously stating that it is sold as is. Well, [redacted] has sold an unsafe, un-inspectable truck and something needs to be done. As a dealership and former frequent drivers of this used vehicle, Mr. [redacted] and Ms. [redacted] are aware of the history of the truck. We were lied to. We are frustrated customers who are seeking the right thing to be done out of this illegal sale. A lie is a lie no matter how you try and justify it. We were lied to and all we are asking for is either all safety issues taken care of so that it can leave our driveway safely but more importantly pass VT state inspection. It should also be noted that within our list of problems, some are under the warranty we have with [redacted] that has not once been addressed by Mr. [redacted].Regards,
[redacted]
Good morning, I have received and reviewed the complain filed by Mr. [redacted]. While the complaint has many points that are spot on, it also has many points that are inaccurate. Mr [redacted] did purchase a 2002 [redacted] from us on 1/28/2017. There is no arguing this point. This was not an impulsive...
decision on his part though. Mr [redacted] visited the dealership multiple times before going through with this purchase. He was encouraged to take the truck on a test drive as he was informed from day one that he was buying a 15 year old plow truck. He was also encouraged to take the truck to an independent mechanic for review. He did take us up on the test drive. In fact, he took the truck for multiple test drives on multiple days with and without the plow on the truck. I do not know if he choose to have a mechanic look at it though. On 1/28/2017 he took the truck for a final test drive and purchased the truck. He is correct, we were asking $10930 for the vehicle but that is not what he purchased the truck. The truck was discounted down to $9,541 knowing it had a few issues like the door locks not working, the radio not working, etc. The almost $1,400 discount was taking the vehicles condition into consideration at the time of sale. Mr. [redacted] knows this and I have attached a signed bill of sale showing this is the case. Mr. [redacted]' wife called me up and was very rude on 1/30/17. She stated that the emergency brake never worked, the struts were leaking and the horn did not work. I tried talking to her but she was over the top rude and I could not get a word in. She then put Mr. [redacted] on the phone who was very reasonable. He told me that he knew he bought the truck as seen but the horn did not work and the struts were leaking and the emergency brake broke in his driveway. Please keep in mind his wife just told me it was broke when they purchased the truck. I told Mr [redacted] that even though he purchased it as seen and took the truck on multiple test drives and was encouraged to have it checked over by another mechanic, I would replace both front shocks and get the horn working. I told him because the emergency brake was working when he picked the truck up, a month after the inspection, that I would not take care of that. It was at this point in time when Mr [redacted] told me that he looked at the cable and it was visibly frayed and even though it worked, it should have been replaced. I told him that in light of this information, I would replace the cable and split the bill with him. He agreed. We scheduled an appointment to have the truck fixed on 2/1/17. The night before the repair his wife sent us an e-mail to confirm the repairs. On 2/1/17 we did replace the front struts and got the horn working. I was off but our service manager called me and asked about the parking brake. He stated to me that the cable was not visibly broken as stated by Mr [redacted]. I asked him to relay to Mr. [redacted] that I would be happy to pay for half of the cable as agreed but that was it and we could not see the cable broken as he claimed and I would be happy to discuss with him the following day when I returned to work. At that point he got extremely upset and hostile to our service manager and demanded my personal contact info which he was denied. His wife sent our entire dealership an email that night instead of waiting to talk to me the next day. The next day I called Mr. [redacted] back first thing in the morning and left a voice mail. My phone call was returned around 3pm. At that time I stated to Mr. [redacted] that we replaced the stuts and got the horn working as promised. I told them the reason that we did not continue with the brake job is the fact that Mr. [redacted] told me that he could visibly see the cable frayed and we could not. I told him this is why I agreed to half the bill. He stated to me at that time that he thought the cable was frayed and that was besides the point. I told him again that the only reason I agreed to fix the cable that broken while in his possession was because he told me it was visably frayed and if that was the case, we should have caught it but that was not the case and he deceived me. I again offered to pay half the cable if it was just the cable but now they said they wanted the shoes and hardware replaced and I refused and told them that was not the agreement.At this point both Mr [redacted] and his wife got very upset and started yelling at me over the phone and telling me I lied to them. They then asked if [redacted] was my boss and hung up on me. I walked 10 feet down the hall and told [redacted] that they may calling her and they did. [redacted] asked that I handle the situation as it was my job as the General Sales Manager and I had already talked to the owner regarding it. I picked up the phone where I was yelled at again, cursed at, called names and had the dealership called names. It was about two minutes into this belittling that I kept trying to talk and just kept getting yelled at. I told them that I would not continue to get treated this way and we needed to talk instead on yell and when they refused, I ended the call. Please keep in mind that our incoming calls are recorded.To wrap everything up, Mr. [redacted] purchased a 15 year old plow truck with 133K miles on it as seen. He was took the truck on multiple test drive and was encouraged to take it to his mechanic. He even signed off stating that he was offered this right. I have attached that form. He also signed the form stating that the truck was sold with any and all faults it may have. He was offered an almost $1,400 discount off the truck to cover any faults it had. The bill of sale stating this is also attached. Even though all this was in place, I still offered to and did replace the struts and horn after the fact as a good will gesture at a cost of almost $1,000. Mr. [redacted] misled me regarding the issue with the parking brake but I still offered to replace this cable at a 50% discount but after he wanted it all covered plus some. I think that us doing any repairs to this vehicle after the fact shows that we really tried to help this customer out. We were under no obligation to help them but did the repairs as a good will gesture. Good will stops the moment that a customer starts yelling and swearing and calling staff names though. At this point we will no longer do any other repairs to this truck free of charge as we have all ready gone above and beyond to help him out on never got a thank you, just threats. I am sure after reading this and seeing the paperwork that goes along with the facts that you will also feel that we have gone above and beyond all ready. Thank you for your time.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
this will be my last response. I am no mechanic, I told [redacted] what I saw. The truck was taken to a mechanic. I was incorrect the cable isn't broken in one place. It's broken in multiple places, the hardware, cables,and shoes are in need of replacement. As days went on more and more serious issues became and apparent. So yes the cost of repairs goes up.the truck was picked up Saturday. All of these issues were discovered in the first 5 days of ownership. All paperwork we signed should at this point be void. [redacted] inspected an uninspectable vehicle and sold it as safe. It seems as though an inspection sticker was just slapped on without any inspection whatsoever. As was stated in the previous message, 77 miles were put on the truck from the date of inspected to date sold. It is virtually impossible for the transmission to slip, power steering to start leaking. Transfer case to leak, fuel transmission and brake lines to leak. Rear pads and rotors go, emergency brake to fall apart, horn to stop working and shocks to go... to say I purchased a 15 year old plow truck whit a few issues is accurate. But it was advertised as a safe and inspected vehicle. That it is not. [redacted] repaired what should have been done before the truck was ever sold. They deserve no thank you for this. At this point at least 2 of these issues are warranty related. Regardless of anything else stated previously, these should be adressed. Thus far [redacted] has only attempts to discredit us and our statements. What they did to us is just wrong plain and simple. We have all photos timestamped to prove our case. Also the truck has been deemed unsafe and is now parked.
Regards,
[redacted]
after reviewing the purchase agreement, we found evidence that no DMV fees were collected on behalf of MRand Mrs***, there is also evidence that only 6% tax was collected on the purchased price of the vehicleplease contact me and I will be happy to find a resolution to this matter
thank you
I responded to the above complaint todayI reached out the the customer once again tonight and offered to, once again, fix their vehicle under our warranty as I have right alongThe customer did not pick up but I left a nice voicemail stating we would fix the vehicle but it would have to be done at our garageI received am e-mail in response that I have attached to thisIf you can take a minute to read it, I am obviously trying to deal with someone who it more concerned in insulting me and using profanity towards meI would like the attached e-mail attached to our case and reviewed as part of my documentation if possibleThank you
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
This business continues to reply to the Revdex.com and not to us, the customersWe are done dealing with them, as we do not trust nor respect their business practicesWe simply want it on record that this is an unresolved caseWe are absolutely not willing to allow this company to get anywhere near our vehicleAs far as my "profanity" and "insults," they are not aggressive at all and nowhere do I threaten anyoneWe have been told to "stop bothering" the Poulin staff (on the phone, so there is no written record of it) and ***'s general attitude has been that they are not willing to budge or do anything over the signed warranty (which we STILL do not have a copy of, nor have we been provided with contact info for the business OWNER, as requested multiple times)We consider this matter closedHowever we do request that it be "closed" by our rejection, and that it be available to others to see what our experience has been with this "business"
Regards,
*** ***
Unfortunately I fear we are at a dead end. I will not continue to be called a liar when everything I have stated has been or can be backed with with supporting evidence. The facts in Mr. [redacted]' story seem to be keep changing from the selling price, to when the cable broke, to the brake cable being broken and frayed to us not fixing the horn(it did not work, now it does... I'm at a loss how that is incorrect) to what they were looking for to how much work the truck needs(First it was $1000 and now it is thousands). As I stated before, our incoming calls are recorded. We fixed the two issues that we did not need to. In Mr. [redacted]' last response he accused us of an illegal sale, which is an absolute falsehood. There was no part of this sale that was illegal and we do not partake in any illegal sales and I will not stand to be accused of such things. This is the type of remarks that caused me to end communications with him. As I stated in my last response, we have already gone above and beyond in an effort to help Mr. [redacted] when we clearly have no obligation to. We owed Mr. [redacted] nothing when he purchased the truck, at a deep discount and still helped him out. We did not lie to him nor were we "frequent drivers" of the truck as he accused us of being, in fact, as Mr. [redacted] pointed out, the truck only drove 33 miles in over a month AND that included his multiple test drives. I have made and proved my facts in this matter. I trust you will find that again, we have gone above and beyond in trying to resolve this matter but again, I will no longer allow Mr. [redacted] or anyone else on his behalf to keep putting us down, calling us liars, yell at us or continue to imply that we do illegal activities. Thank you.
Dear Sir/Madam; My name is [redacted]. I am the General Sales Manager here at Poulin Auto Sales in Barre Vt. I have been dealing with Mr. and Mrs. [redacted] on the current situation. I have read there complaint and noticed that there are some inaccuracies in it. This was the second vehicle that...
they purchased from us. They called up and inquired about a 2008 [redacted] with 144,000 miles that they saw online. The vehicle was advertised for $13,578 at the time. They offered us $12,500 out the door, including all tax, title and registration fees. This required us discounting the truck just over $2,300 to do, but we did it without question and delivered the truck to them over an hour away at no charge because we like to retain happy, loyal customers. This is discrepancy #1, they did not purchase the truck for $16,000, they purchased it for $11,200. I can send you the signed purchase and sales agreement if needed. [redacted] was their salesman and did do a couple follow up calls. Neither on called up for mentioned any issues with the truck. They did not contact us on the dates they said they did. The first contact we had regarding any issues was an e-mail received on 4/5/2016 from Mr. [redacted]. I have attached that e-mail for your viewing. [redacted] reached out to our service department and our service manager, [redacted] called and spoke to Mrs. [redacted] informed her she did have a warranty and offered to have her vehicle towed up here at no charge. At this point Mrs. [redacted] started using fowl language and demanded to speak to another manager. I spoke to her. I once again informed her that we would be happy to stand behind our vehicle and the warranty we offered. She refused, used foul language once again and told me she never got a copy of a buyers guide. I offered to e-mail her a signed copy that she received upon closing of the deal. I have also attached that e-mail to this response for your viewing. She told me she was not paying 50% and that we were a poor dealership and that she was going to "blast" us on social media if we did not repair her truck at no charge before hanging up on me. She then proceeded to calling back and going through the same spell with [redacted], her salesman. I asked [redacted] not to respond as I would handle the situation as the store lead manager from here on out. There were other e-mails send back and forth, which I told them both in each one that we were still willing to stand behind our warranty. Mrs. [redacted] did make a special call in to get the owners name, which she was provided. She then called up to our sister location and spoke to a sales rep there and once again [redacted]. I did ask them in an e-mail that if they needed to contact anyone at our dealership, please do not contact [redacted], the saleman. I never once said do not contact anyone else. This is also attached in an e-mail. Mrs. [redacted] did go on several social media sites and make rude and disgusting comments without merit. Throughout all of this, I kept saying we would honor our warranty but we would need to do the work and we offered to have the vehicle towed to us. Mr. [redacted] stated he is a mechanic, and he drove the truck for a month without issues. The day he had an issue and called us regarding it, we jumped to help him, offering a tow at no charge and stated several times that we would stand behind our vehicle. I think it is clear by the attachments to this response, that this is the case. We have done nothing wrong and after all the insults and demeaning comments online, we are still willing to honor our warranty, but the work needs to be done at our dealership. I believe we have tried to help this customer and resolve this issue several times. I belive you will feel the same way. Thank you for your time.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
This response was not directed to me or my husband. but rather to the Revdex.com. The first discrepancy, about us buying a previous car from these "businessmen", is irrelevant to this matter. In fact, it only indicates that we were stupid enough to trust them twice. I did not have the information on hand regarding the purchase price, since our request has nothing to do with the purchase price. As a dealership in the business of creating profit for themselves, regardless of the price we paid, I'm fairly certain Poulin made a decent profit. Still, NOT RELEVANT TO THIS CASE. We are in no way going to trust Poulin to do anything, especially at this point--I have no doubt that they would sabotage the vehicle. Since we were instructed to "stop bothering them," and because they have shown themselves completely lacking any degree of understanding anything about customers other than "what's their credit limit?"--we still believe that they should pay for the work to be done at a REPUTABLE mechanic.
thanks,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
We are not going to go back and forth and continue arguing over who said what with the business. It should be noted that we were sold a vehicle that we were lied to by Mr. [redacted] and Ms. [redacted]. This truck is not safe to drive. It needs thousands of dollars of work done before we can safely operate it. Mr. [redacted] prides [redacted] for fixing the shocks and the horn. These are safety concerns that should have been taken care of before even putting a for sale sticker on the truck. It also should be re-addressed that the horn was not properly repaired by [redacted]’s mechanics. The lists that have been provided in previous complaints are also SAFETY issues that are related to VT STATE INSPECTIONS. [redacted] Auto “inspected” this vehicle on 12/28/16. Mr. [redacted] and Ms. [redacted] lied on various occasions throughout the sale as well as the statement responding to our complaint. The fact that Mr. [redacted] states that we were rude, is out of line. We attempted to work with the business to resolve this issue and all we received in response was Mr. [redacted] cutting us off and continuously stating that it is sold as is. Well, [redacted] has sold an unsafe, un-inspectable truck and something needs to be done. As a dealership and former frequent drivers of this used vehicle, Mr. [redacted] and Ms. [redacted] are aware of the history of the truck. We were lied to. We are frustrated customers who are seeking the right thing to be done out of this illegal sale. A lie is a lie no matter how you try and justify it. We were lied to and all we are asking for is either all safety issues taken care of so that it can leave our driveway safely but more importantly pass VT state inspection. It should also be noted that within our list of problems, some are under the warranty we have with [redacted] that has not once been addressed by Mr. [redacted].Regards,
[redacted]
Good morning, I have received and reviewed the complain filed by Mr. [redacted]. While the complaint has many points that are spot on, it also has many points that are inaccurate. Mr [redacted] did purchase a 2002 [redacted] from us on 1/28/2017. There is no arguing this point. This was not an impulsive...
decision on his part though. Mr [redacted] visited the dealership multiple times before going through with this purchase. He was encouraged to take the truck on a test drive as he was informed from day one that he was buying a 15 year old plow truck. He was also encouraged to take the truck to an independent mechanic for review. He did take us up on the test drive. In fact, he took the truck for multiple test drives on multiple days with and without the plow on the truck. I do not know if he choose to have a mechanic look at it though. On 1/28/2017 he took the truck for a final test drive and purchased the truck. He is correct, we were asking $10930 for the vehicle but that is not what he purchased the truck. The truck was discounted down to $9,541 knowing it had a few issues like the door locks not working, the radio not working, etc. The almost $1,400 discount was taking the vehicles condition into consideration at the time of sale. Mr. [redacted] knows this and I have attached a signed bill of sale showing this is the case. Mr. [redacted]' wife called me up and was very rude on 1/30/17. She stated that the emergency brake never worked, the struts were leaking and the horn did not work. I tried talking to her but she was over the top rude and I could not get a word in. She then put Mr. [redacted] on the phone who was very reasonable. He told me that he knew he bought the truck as seen but the horn did not work and the struts were leaking and the emergency brake broke in his driveway. Please keep in mind his wife just told me it was broke when they purchased the truck. I told Mr [redacted] that even though he purchased it as seen and took the truck on multiple test drives and was encouraged to have it checked over by another mechanic, I would replace both front shocks and get the horn working. I told him because the emergency brake was working when he picked the truck up, a month after the inspection, that I would not take care of that. It was at this point in time when Mr [redacted] told me that he looked at the cable and it was visibly frayed and even though it worked, it should have been replaced. I told him that in light of this information, I would replace the cable and split the bill with him. He agreed. We scheduled an appointment to have the truck fixed on 2/1/17. The night before the repair his wife sent us an e-mail to confirm the repairs. On 2/1/17 we did replace the front struts and got the horn working. I was off but our service manager called me and asked about the parking brake. He stated to me that the cable was not visibly broken as stated by Mr [redacted]. I asked him to relay to Mr. [redacted] that I would be happy to pay for half of the cable as agreed but that was it and we could not see the cable broken as he claimed and I would be happy to discuss with him the following day when I returned to work. At that point he got extremely upset and hostile to our service manager and demanded my personal contact info which he was denied. His wife sent our entire dealership an email that night instead of waiting to talk to me the next day. The next day I called Mr. [redacted] back first thing in the morning and left a voice mail. My phone call was returned around 3pm. At that time I stated to Mr. [redacted] that we replaced the stuts and got the horn working as promised. I told them the reason that we did not continue with the brake job is the fact that Mr. [redacted] told me that he could visibly see the cable frayed and we could not. I told him this is why I agreed to half the bill. He stated to me at that time that he thought the cable was frayed and that was besides the point. I told him again that the only reason I agreed to fix the cable that broken while in his possession was because he told me it was visably frayed and if that was the case, we should have caught it but that was not the case and he deceived me. I again offered to pay half the cable if it was just the cable but now they said they wanted the shoes and hardware replaced and I refused and told them that was not the agreement.At this point both Mr [redacted] and his wife got very upset and started yelling at me over the phone and telling me I lied to them. They then asked if [redacted] was my boss and hung up on me. I walked 10 feet down the hall and told [redacted] that they may calling her and they did. [redacted] asked that I handle the situation as it was my job as the General Sales Manager and I had already talked to the owner regarding it. I picked up the phone where I was yelled at again, cursed at, called names and had the dealership called names. It was about two minutes into this belittling that I kept trying to talk and just kept getting yelled at. I told them that I would not continue to get treated this way and we needed to talk instead on yell and when they refused, I ended the call. Please keep in mind that our incoming calls are recorded.To wrap everything up, Mr. [redacted] purchased a 15 year old plow truck with 133K miles on it as seen. He was took the truck on multiple test drive and was encouraged to take it to his mechanic. He even signed off stating that he was offered this right. I have attached that form. He also signed the form stating that the truck was sold with any and all faults it may have. He was offered an almost $1,400 discount off the truck to cover any faults it had. The bill of sale stating this is also attached. Even though all this was in place, I still offered to and did replace the struts and horn after the fact as a good will gesture at a cost of almost $1,000. Mr. [redacted] misled me regarding the issue with the parking brake but I still offered to replace this cable at a 50% discount but after he wanted it all covered plus some. I think that us doing any repairs to this vehicle after the fact shows that we really tried to help this customer out. We were under no obligation to help them but did the repairs as a good will gesture. Good will stops the moment that a customer starts yelling and swearing and calling staff names though. At this point we will no longer do any other repairs to this truck free of charge as we have all ready gone above and beyond to help him out on never got a thank you, just threats. I am sure after reading this and seeing the paperwork that goes along with the facts that you will also feel that we have gone above and beyond all ready. Thank you for your time.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
this will be my last response. I am no mechanic, I told [redacted] what I saw. The truck was taken to a mechanic. I was incorrect the cable isn't broken in one place. It's broken in multiple places, the hardware, cables,and shoes are in need of replacement. As days went on more and more serious issues became and apparent. So yes the cost of repairs goes up.the truck was picked up Saturday. All of these issues were discovered in the first 5 days of ownership. All paperwork we signed should at this point be void. [redacted] inspected an uninspectable vehicle and sold it as safe. It seems as though an inspection sticker was just slapped on without any inspection whatsoever. As was stated in the previous message, 77 miles were put on the truck from the date of inspected to date sold. It is virtually impossible for the transmission to slip, power steering to start leaking. Transfer case to leak, fuel transmission and brake lines to leak. Rear pads and rotors go, emergency brake to fall apart, horn to stop working and shocks to go... to say I purchased a 15 year old plow truck whit a few issues is accurate. But it was advertised as a safe and inspected vehicle. That it is not. [redacted] repaired what should have been done before the truck was ever sold. They deserve no thank you for this. At this point at least 2 of these issues are warranty related. Regardless of anything else stated previously, these should be adressed. Thus far [redacted] has only attempts to discredit us and our statements. What they did to us is just wrong plain and simple. We have all photos timestamped to prove our case. Also the truck has been deemed unsafe and is now parked.
Regards,
[redacted]