R & R Auto Group

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted] ***

We apologize for the tardiness in response time to resolve outstanding work to be done on your home As I learned of this last week, I asked for [redacted] ***, the Director of Customer Care to become involved personally and see to it that all outstanding work gets completed expeditiously [redacted] has relayed to me that he met with you that same day and has all service work scheduled and will continue to update me as to the progression of completion Should you have future concerns on any matter with your home, I ask you to call me directly at ###-###-#### We value our customers and their satisfaction and thank you for allowing us to take care of the service requests– [redacted] – Division President

To whom it may concern, I apologize for not following up with the Revdex.com in a timely fashion, as I cannot remember having a complaint filed against our company so, thankfully, I am not well practiced on the specific procedures involved That said, when I received the complaint, I immediately spoke with both the sales associate and manager at our dealership who were directly dealing with ** [redacted] to discuss the situation We determinted that his claim appeared to potentially be the result of a misunderstanding in the way in which the interior color combination is described and named by [redacted] for the truck he orderedOur sales manager, [redacted] ***, reached out to ** [redacted] , and asked him to, at his convenience, please come in to the dealership so we can review the speccific details and attempt to explain and hopefully rectify the situation [redacted] , in his complaint, states that the truck was ordered incorrectly withe seats which are too light in color That is simply not true Unfortunately, based on the trim level that ** [redacted] specified (and through the sale/order process, he was presented with pricing and trim detail for three seperate model choices), this is the only seat/interior color available The interior color in question is described by [redacted] as Jet Black/Dark Ash This represents both the trim (Door Panels, Dash Trim, Floor covering) and seat color In the model he chose, there is no variation, only a choice of vinyl or cloth seat covering [redacted] alleges that we went out of our way to order a different color and defraud him I cannot imagine what good that would do our business We value our customers relationships and pride ouselves on exceptional customer satisfaction In fact our current enthusiasm measurement report from **, which is compiled utilizing the results of our surveyed customer in both sales and repair, show our score to be on a point scale Not perfect, but pretty darn close Our business is in a small community, and we are absolutely reliant on repeat and refereal sales to survive There is ABSOLUTELY no reason or attempt to defraud [redacted] Please se the attached vehicle invoice, which is the truck that ** [redacted] ordered, and note the description of the interior color It is exactly what is should be Again, there is no other choice, and we certainly would not go out of our way to alienate a customer by deliberatly attempting to change such It just makes no sense, is not in our core values, and makes for bad business We have spoken to ** [redacted] , explained these details to him, and showed him that the choice he made was the limiting factor in color availability (again, he was presented with other trim options when presented with more expensive model choices, which he declined to order) We also offered to assist in acquiring a third party seat cover, if that would help to rectify things I believe after sitting down with him, the situation has been resolved If there is anything further required, I am happy to discuss Thank you for taking the time and reading my response [redacted] R&R Auto Group

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: ** [redacted] is simply not telling the truth Upon return from Cleveland last week, I visited the dealership ** [redacted] was "not avail;able" I spoke with ** [redacted] and [redacted] at length about the issue The [redacted] sales catalog was reviewed and ** [redacted] detailed how ** [redacted] had misrepresented the upholstery options through his own misunderstanding of the catalog As it turns out, there are available options of cloth, color and materials available for the [redacted] Very simply, the owner, ** [redacted] was in error This was acknowledged by both [redacted] and [redacted] during my visit The dealership has offered to "scotch-guard" the seat This is not acceptable I suggested the dealership simply re-order the correct seat and replace the one in my truck This dealer/owner is less than honest He made the mistake and misrepresented the available seating He should stand by his own mistake and make it right He has additionally refused to provide [redacted] contacts to pursue this issue ** [redacted] has made no attempt to contact me about this issue Dishonest is an understatement Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

To whom it may concern,
 
I apologize for not following up with the Revdex.com in a timely fashion, as I cannot remember having a complaint filed against our company so, thankfully,  I am not well practiced on the specific procedures involved.  That said, when I received the...

complaint, I immediately spoke with both  the sales associate and manager at our dealership who were directly dealing with **. [redacted] to discuss the situation.  We determinted that his claim appeared to potentially be the result of a misunderstanding in the way in which the interior color combination is described and named by [redacted] for the truck he ordered. Our sales manager, [redacted], reached out to **. [redacted], and asked him to, at his convenience, please come in to the dealership so we can review the speccific details and attempt to explain and hopefully rectify the situation.  [redacted], in his complaint, states that the truck was ordered incorrectly withe seats which are too light in color.  That is simply not true.  Unfortunately, based on the trim level that **. [redacted] specified (and through the sale/order process, he was presented with pricing and trim detail for three seperate model choices), this is the only seat/interior color available.  The interior color in question is described by [redacted] as Jet Black/Dark Ash.  This represents both the trim (Door Panels, Dash Trim, Floor covering) and seat color.  In the model he chose, there is no variation, only a choice of vinyl or cloth seat covering.  [redacted] alleges that we went out of our way to order a different color and defraud him.  I cannot imagine what good that would do our business.  We value our customers relationships and pride ouselves on exceptional customer satisfaction.  In fact our current enthusiasm measurement report from **, which is compiled utilizing the results of our surveyed customer in both sales and repair,  show our score to be 198.9 on a 200 point scale.  Not perfect, but pretty darn close.  Our business is in a small community, and we are absolutely reliant on repeat and refereal sales to survive.  There is ABSOLUTELY no reason or attempt to defraud [redacted].  Please se the attached vehicle invoice, which is the truck that **. [redacted] ordered, and note the description of the interior color.  It is exactly what is should be.  Again, there is no other choice, and we certainly would not go out of our way to alienate a customer by deliberatly attempting to change such.  It just makes no sense, is not in our core values, and makes for bad business..  We have spoken to **. [redacted], explained these details to him, and showed him that the choice he made was the limiting factor in color availability (again, he was presented with other trim options when presented with more expensive model choices, which he declined to order).  We also offered to assist in acquiring a third party seat cover, if that would help to rectify things.  I believe after sitting down with him, the situation has been resolved.  If there is anything further required, I am happy to discuss.  Thank you for taking the time and reading my response. 
[redacted]
R&R Auto Group

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Dear Revdex.com: I am sorry to hear of this dis satisfaction.  I have young children myself and would have a parallel concern to which Mr. Crouch describes about the safety of his children with possibility of a dog jumping a fence.  We have had a guideline that vinyl fencing is not...

approvable on the side property line, and should I change that now, other owners who have been denied this request would have been done a disservice by the association.  However, in an effort to find a solution that can create a safer environment, I will allow for a 5’ or 6’ aluminum fence to be installed.  If Mr. Crouch would like to have a tighter gap between posts, I can arrange for him to speak to our fencing contractor, that can accommodate this request.  I will inform our team that this request shall be approved with the necessary HOA ARB submittal.  I hope this is a way to find a solution to a concern as we value our customers and their satisfaction greatly. *

We apologize for the tardiness in response time to resolve outstanding work to be done on your home.  As I learned of this last week, I asked for [redacted], the Director of Customer Care to become involved personally and see to it...

that all outstanding work gets completed expeditiously.  [redacted] has relayed to me that he met with you that same day and has all service work scheduled and will continue to update me as to the progression of completion.  Should you have future concerns on any matter with your home, I ask you to call me directly at ###-###-####.  We value our customers and their satisfaction and thank you for allowing us to take care of the service requests. – [redacted] – Division President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
 
**. [redacted] is simply not telling the truth.  Upon return from Cleveland last week, I visited the dealership.  **. [redacted] was "not avail;able".  I spoke with **. [redacted] and [redacted] at length about the issue.  The [redacted] sales catalog was reviewed and **. [redacted] detailed how **. [redacted] had misrepresented the upholstery options through his own misunderstanding of the catalog.  As it turns out, there are 4 available options of cloth, color and materials available for the [redacted].  Very simply, the owner, **. [redacted] was in error.  This was acknowledged by both [redacted] and [redacted] during my visit.  The dealership has offered to "scotch-guard" the seat.  This is not acceptable.  I suggested the dealership simply re-order the correct seat and replace the one in my truck.  This dealer/owner is less than honest.  He made the mistake and misrepresented the available seating.  He should stand by his own mistake and make it right.  He has additionally refused to provide [redacted] contacts to pursue this issue.  **. [redacted] has made no attempt to contact me about this issue.  Dishonest is an understatement.
Regards,
[redacted]

Review: I ORDERED A 2014 [redacted] 8 WEEKS AGO FROM DEALERSHIP. ALL DETAILS SPECIFIED. TRUCK DELIVERED SATURDAY 5 APRIL. TRCK SETAS/UPHOLSTERY WERE A LIGHT GREY AND NOT THE BLACK/ASH COLOR SPECIFIED IN THE QUOTE AND [redacted] CATALOG. OWNER SAID GREY WAS ONLY COLOR OFFERED. THIS WAS NOT TRUE AS I REVIEWED THE CATALOG PHOTOS AND DESCRIPTION. I CONTACTED [redacted] (3 TIMES)AND REP VERIFIED THE BLACK/ASH COLOR AS THE ONLY COLOR OFFERED. [redacted] SAID THE DEALER MUST HAVE ORDERED THE GREY COLOR OR IT WOULD NOT HAVE BEEN BUILT THAT WAY. DEAQLER/OWNEWR OF R&R KIUED ABOUT THE AVAILABLE COLOR. HIS ORDERING MISTAKE IN NOW MY PROBLEM. I HAVE NOTIFIED THIS DEALERSHIP THAT THEY MUST REPLACE THE TRUCK SEAT WITH THE ORDERED TYPE/COLOR AS I HAD ORDERED. THE OWNER REFUSES TO RECTIFY HIS MISTAKE. HE IS A FRAUD.Desired Settlement: TRUCK SEAT NEEDS TO BE REPLACED. MY TIME AND GRIEF SHOULD BE COMPENSATED FOR BY IMMEDIATE REPLACEMENT OF SEAT ASSEMBLY WITH UPGRADED UPHOLSTERY.

Business

Response:

To whom it may concern, I apologize for not following up with the Revdex.com in a timely fashion, as I cannot remember having a complaint filed against our company so, thankfully, I am not well practiced on the specific procedures involved. That said, when I received the complaint, I immediately spoke with both the sales associate and manager at our dealership who were directly dealing with **. [redacted] to discuss the situation. We determinted that his claim appeared to potentially be the result of a misunderstanding in the way in which the interior color combination is described and named by [redacted] for the truck he ordered. Our sales manager, [redacted], reached out to **. [redacted], and asked him to, at his convenience, please come in to the dealership so we can review the speccific details and attempt to explain and hopefully rectify the situation. [redacted], in his complaint, states that the truck was ordered incorrectly withe seats which are too light in color. That is simply not true. Unfortunately, based on the trim level that **. [redacted] specified (and through the sale/order process, he was presented with pricing and trim detail for three seperate model choices), this is the only seat/interior color available. The interior color in question is described by [redacted] as Jet Black/Dark Ash. This represents both the trim (Door Panels, Dash Trim, Floor covering) and seat color. In the model he chose, there is no variation, only a choice of vinyl or cloth seat covering. [redacted] alleges that we went out of our way to order a different color and defraud him. I cannot imagine what good that would do our business. We value our customers relationships and pride ouselves on exceptional customer satisfaction. In fact our current enthusiasm measurement report from **, which is compiled utilizing the results of our surveyed customer in both sales and repair, show our score to be 198.9 on a 200 point scale. Not perfect, but pretty darn close. Our business is in a small community, and we are absolutely reliant on repeat and refereal sales to survive. There is ABSOLUTELY no reason or attempt to defraud [redacted]. Please se the attached vehicle invoice, which is the truck that **. [redacted] ordered, and note the description of the interior color. It is exactly what is should be. Again, there is no other choice, and we certainly would not go out of our way to alienate a customer by deliberatly attempting to change such. It just makes no sense, is not in our core values, and makes for bad business.. We have spoken to **. [redacted], explained these details to him, and showed him that the choice he made was the limiting factor in color availability (again, he was presented with other trim options when presented with more expensive model choices, which he declined to order). We also offered to assist in acquiring a third party seat cover, if that would help to rectify things. I believe after sitting down with him, the situation has been resolved. If there is anything further required, I am happy to discuss. Thank you for taking the time and reading my response. [redacted]R&R Auto Group

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: **. [redacted] is simply not telling the truth. Upon return from Cleveland last week, I visited the dealership. **. [redacted] was "not avail;able". I spoke with **. [redacted] and [redacted] at length about the issue. The [redacted] sales catalog was reviewed and **. [redacted] detailed how **. [redacted] had misrepresented the upholstery options through his own misunderstanding of the catalog. As it turns out, there are 4 available options of cloth, color and materials available for the [redacted]. Very simply, the owner, **. [redacted] was in error. This was acknowledged by both [redacted] and [redacted] during my visit. The dealership has offered to "scotch-guard" the seat. This is not acceptable. I suggested the dealership simply re-order the correct seat and replace the one in my truck. This dealer/owner is less than honest. He made the mistake and misrepresented the available seating. He should stand by his own mistake and make it right. He has additionally refused to provide [redacted] contacts to pursue this issue. **. [redacted] has made no attempt to contact me about this issue. Dishonest is an understatement.

Regards,