All the proper documentation was signed by both Mrs***
and her boyfriendPer California law both buy and co-buyer are equally
responsible for the loan and payments. In
California there is not COOLING OFF period unless purchased and the time of
sale
Mr. [redacted] is determined to be unsatisfied with his vehicle and our service. We have reminded him that he purchased a used vehicle. That being said, R&R Sales has made every attempt to repair the vehicle and accommodate his request for a loaner car.We appreciate his patience during the time of repair. Mr. [redacted] had the vehicle towed in on a Sunday because the control arm broke. We were able to diagnose and repair that problem and any other mechanical issues occurring as a result of the control arm breaking, with the exception of body damage. He was advised to call his insurance company.The vehicle was returned to Mr. [redacted] and driven for 1500 miles before having unrelated mechanical issues.
I am rejecting this response because: The vehicle still makes excessive noise when turning, and the vehicle does not drive past first gear and...
is unsafe to operate. The business also placed a greasy used car part on the carpet floor, in the back seat area, causing damage to the carpet and seat upholstery. I have attached a picture of the greasy car part in the back seat floor.
I am rejecting this response because it does not offer anything to be accepted in terms of a remedy or solution; it simply seems like more of an update. However, I will address every sentence.The first sentence states "Mr. [redacted] is determined to be unsatisfied with his vehicle and our service." Now why on earth would I desire to be unsatisfied? All I want is to be satisfied with my purchase. My definition of satisfaction would be to get what I paid for and nothing more. The second sentence reads "We have reminded him that he purchased a used vehicle." I am very aware that the vehicle I purchased was used and nine years old. I'm not quite sure what the business is implying by making this statement. Is the business implying that people who buy used cars from them should expect them to fall apart after six months of ownership even if the customer paid $24,500 with an interest rate of 19%? I would like some clarification behind the meaning of this statement. The third sentence reads "That being said, R&R sales has made every attempt to repair the vehicle and accommodate his request for a loaner car”. I don't believe this at all, and here are the reasons why I believe R&R sales did not make every attempt to repair my vehicle. I have clearly identified multiple issues and repairs that are needed and covered under the warranty. I first did this on June 2nd, 2016 which was within the first thirty days of purchase. I have attached to this message a copy of the itemized bullet list I provided to R&R sales titled "Exhibit A". The loaner car is not an accommodation, it was promised to me in my warranty contract. Just like the repairs were promised to be fixed. These promises were made during the signing of the contract at the car lot sales office desk. The next sentence, "We appreciate his patience during the time of repair.” I have no response for this statement or the next statement provided by R&R sales. The last sentence reads "The vehicle was returned to Mr. [redacted] and driven for 1500 miles before having unrelated mechanical issues”. I did not calculate the mileage in-between breakdowns, but I do believe this to be a close estimate of the miles driven. I am not convinced that this last breakdown is unrelated. I am saying this because of the damage done to the drive shaft. I have attached to this message "Exhibit B-1" and "Exhibit B-2" which is a two page receipt of the work performed on my vehicle. On the first page of the receipt, paragraph (1) you will find the item "drive shaft". "Exhibit C" is a detailed drawing of the "drive shaft" It is used on most 4 wheel drive vehicles it couples the transmission with the rear differential. In the picture titled "Exhibit C" you can see the driveshaft where it's connected to the pinion on the rear end. The drive shaft is the part on the lower right side of the picture. It is my opinion that the force and friction from the control arm break caused a domino effect and broke multiple parts including the drive shaft that is directly connected to the transmission. I believe the recent transmission damage was caused from the control arm break. Purchasing a vehicle is major purchase that most adults will make at least one or more times during their lives. Not only is a vehicle purchase a strategical financial move it’s also an investment in our future. When we finance a vehicle we are trusting the dealership is selling us a vehicle that will last at least until the final payment has been made and hopefully longer. Here I am writing this statement six months after my initial purchase. I have five years and six months to go before this contract is paid in full. After what I have been thru already during the last six months, I literally dread the coming five years and six months left of payments. I do not want to be that customer who seems to always have an issue; I just want my vehicle fixed right and I do not want to put my life in danger by driving a defective vehicle. In our modern society we are led to believe we can approach a car dealership and drive away in a vehicle that is safe and reliable; safe for us to drive, safe for our friends and family to ride in, and safe for our streets we travel every day. We trust the car dealership is being 100% honest and truthful with us as we are trusting them with our children’s lives and the people we love the most every single day we drive the vehicle they sold us. All of that trust disappears when a consumer has an experience like mine. I did what I was supposed to do; I recognized an issue and brought it to the attention of the dealership, I asked for it to be fixed and was told it wasn’t an issue. Then my tire falls off and my life was put in immediate danger and thousands of dollars in repairs were caused. Whether anyone wants to admit fault here or not, this could have been prevented. This is what happens when a business values profit more than its customer’s safety. What about all of the peeling and chipping paint? This paint appears to have been applied to the vehicle just before purchase and is peeling all over. What about the grease and car part the dealership left in the back passengers’ floor? Who will be responsible for these things? Or is this just part of the purchasing experience? I would love nothing more than to have my vehicle returned to me in perfect mechanical condition, with the exterior peeling paint fixed and the interior grease cleaned. The dealership caused the grease damage to the interior sometime during the last repair and returned the vehicle in that damaged condition. The mechanical condition is currently being addressed and will hopefully be complete this time. Please take note that I noticed the peeling paint just a few days after the initial purchase and brought it to the attention of the dealership. Normal paint deterioration does not occur this rapidly or uniformly unless it was defective or incorrectly applied. After inspecting all of the locations on the vehicle where the paint is peeling, I noticed that the vehicle had all of its chrome blacked out and some of the blacked out areas were covering up damage and scuff marks, such as the rims. The rims were valued at a high dollar, yet I was sold damage rims with spray paint on them. I discovered every time I washed my vehicle paint would wash off with it as it still does this very day. It will be interesting to see what choice the dealership is going to make on fixing the above mentioned damages. Nothing has been said about the peeling paint or the deceptive paint job that started peeling after the first car wash.
All the proper documentation was signed by both Mrs***
and her boyfriendPer California law both buy and co-buyer are equally
responsible for the loan and payments. In
California there is not COOLING OFF period unless purchased and the time of
sale
Mr. [redacted] is determined to be unsatisfied with his vehicle and our service. We have reminded him that he purchased a used vehicle. That being said, R&R Sales has made every attempt to repair the vehicle and accommodate his request for a loaner car.We appreciate his patience during the time of repair. Mr. [redacted] had the vehicle towed in on a Sunday because the control arm broke. We were able to diagnose and repair that problem and any other mechanical issues occurring as a result of the control arm breaking, with the exception of body damage. He was advised to call his insurance company.The vehicle was returned to Mr. [redacted] and driven for 1500 miles before having unrelated mechanical issues.
I am rejecting this response because: The vehicle still makes excessive noise when turning, and the vehicle does not drive past first gear and...
is unsafe to operate. The business also placed a greasy used car part on the carpet floor, in the back seat area, causing damage to the carpet and seat upholstery. I have attached a picture of the greasy car part in the back seat floor.
Customers Vehicle was repaired and given a loaner car free of charge enclosed is the repair order.
I have attached a copy of my purchase contract.
I am rejecting this response because it does not offer anything to be accepted in terms of a remedy or solution; it simply seems like more of an update. However, I will address every sentence.The first sentence states "Mr. [redacted] is determined to be unsatisfied with his vehicle and our service." Now why on earth would I desire to be unsatisfied? All I want is to be satisfied with my purchase. My definition of satisfaction would be to get what I paid for and nothing more. The second sentence reads "We have reminded him that he purchased a used vehicle." I am very aware that the vehicle I purchased was used and nine years old. I'm not quite sure what the business is implying by making this statement. Is the business implying that people who buy used cars from them should expect them to fall apart after six months of ownership even if the customer paid $24,500 with an interest rate of 19%? I would like some clarification behind the meaning of this statement. The third sentence reads "That being said, R&R sales has made every attempt to repair the vehicle and accommodate his request for a loaner car”. I don't believe this at all, and here are the reasons why I believe R&R sales did not make every attempt to repair my vehicle. I have clearly identified multiple issues and repairs that are needed and covered under the warranty. I first did this on June 2nd, 2016 which was within the first thirty days of purchase. I have attached to this message a copy of the itemized bullet list I provided to R&R sales titled "Exhibit A". The loaner car is not an accommodation, it was promised to me in my warranty contract. Just like the repairs were promised to be fixed. These promises were made during the signing of the contract at the car lot sales office desk. The next sentence, "We appreciate his patience during the time of repair.” I have no response for this statement or the next statement provided by R&R sales. The last sentence reads "The vehicle was returned to Mr. [redacted] and driven for 1500 miles before having unrelated mechanical issues”. I did not calculate the mileage in-between breakdowns, but I do believe this to be a close estimate of the miles driven. I am not convinced that this last breakdown is unrelated. I am saying this because of the damage done to the drive shaft. I have attached to this message "Exhibit B-1" and "Exhibit B-2" which is a two page receipt of the work performed on my vehicle. On the first page of the receipt, paragraph (1) you will find the item "drive shaft". "Exhibit C" is a detailed drawing of the "drive shaft" It is used on most 4 wheel drive vehicles it couples the transmission with the rear differential. In the picture titled "Exhibit C" you can see the driveshaft where it's connected to the pinion on the rear end. The drive shaft is the part on the lower right side of the picture. It is my opinion that the force and friction from the control arm break caused a domino effect and broke multiple parts including the drive shaft that is directly connected to the transmission. I believe the recent transmission damage was caused from the control arm break. Purchasing a vehicle is major purchase that most adults will make at least one or more times during their lives. Not only is a vehicle purchase a strategical financial move it’s also an investment in our future. When we finance a vehicle we are trusting the dealership is selling us a vehicle that will last at least until the final payment has been made and hopefully longer. Here I am writing this statement six months after my initial purchase. I have five years and six months to go before this contract is paid in full. After what I have been thru already during the last six months, I literally dread the coming five years and six months left of payments. I do not want to be that customer who seems to always have an issue; I just want my vehicle fixed right and I do not want to put my life in danger by driving a defective vehicle. In our modern society we are led to believe we can approach a car dealership and drive away in a vehicle that is safe and reliable; safe for us to drive, safe for our friends and family to ride in, and safe for our streets we travel every day. We trust the car dealership is being 100% honest and truthful with us as we are trusting them with our children’s lives and the people we love the most every single day we drive the vehicle they sold us. All of that trust disappears when a consumer has an experience like mine. I did what I was supposed to do; I recognized an issue and brought it to the attention of the dealership, I asked for it to be fixed and was told it wasn’t an issue. Then my tire falls off and my life was put in immediate danger and thousands of dollars in repairs were caused. Whether anyone wants to admit fault here or not, this could have been prevented. This is what happens when a business values profit more than its customer’s safety. What about all of the peeling and chipping paint? This paint appears to have been applied to the vehicle just before purchase and is peeling all over. What about the grease and car part the dealership left in the back passengers’ floor? Who will be responsible for these things? Or is this just part of the purchasing experience? I would love nothing more than to have my vehicle returned to me in perfect mechanical condition, with the exterior peeling paint fixed and the interior grease cleaned. The dealership caused the grease damage to the interior sometime during the last repair and returned the vehicle in that damaged condition. The mechanical condition is currently being addressed and will hopefully be complete this time. Please take note that I noticed the peeling paint just a few days after the initial purchase and brought it to the attention of the dealership. Normal paint deterioration does not occur this rapidly or uniformly unless it was defective or incorrectly applied. After inspecting all of the locations on the vehicle where the paint is peeling, I noticed that the vehicle had all of its chrome blacked out and some of the blacked out areas were covering up damage and scuff marks, such as the rims. The rims were valued at a high dollar, yet I was sold damage rims with spray paint on them. I discovered every time I washed my vehicle paint would wash off with it as it still does this very day. It will be interesting to see what choice the dealership is going to make on fixing the above mentioned damages. Nothing has been said about the peeling paint or the deceptive paint job that started peeling after the first car wash.