Randy's Countertops

Thank you for forwarding our customer's complaint to us.  We did not receive any notification of this complaint prior to this correspondence.  We appreciate the opportunity to respond to their concerns.  We do not dispute the facts as outlined by the customer.  However, we would...

like to further explain what transpired and why.  In addition to the running board issue, other repairs were made to the vehicle that were covered under our 3 Mo./3000 mile Limited warranty.  During these repairs, the running board issue was brought to our attention.  Simply as a gesture of Goodwill, we looked at the running board issue and even sent it to the [redacted] dealer to see if it was a minor repair that would easily fix the problem.  Unfortunately, this was not the case.  At this point, we notified the customer that the running board repair was quite expensive and not covered under the warranty.  While I appreciate, the customer's interpretation of why we rejected the claim and perhaps we could have done a better job of communicating that we were only looking at it as a gesture of goodwill, this doesn't change the fact that electric running boards are not a covered item.  It should also be noted that the electric running boards do still work.  This is an intermittent problem.  With that said, we are willing to assist the customer with the situation in one of the following ways:1.  Make the running boards inoperative that they will not open and will stay against body of the vehicle. (not every SUV has running boards, and are more of convenience item).2 . Have the replacement of the running boards completed by [redacted], and pass onto the customer the internal costs of the parts and labor.  We can also look at other ways to make this repair as inexpensive as possible for the customer.3.  Work with the customer to trade them out of this vehicle into another vehicle at no profit to us.In summary, we have honored the 3 mo./3,000 mile warranty provided the customer.  We went above and beyond the warranty by looking at the running board concern hoping that it would be a simple fix as a goodwill gesture.  Please see attached a copy of the Limited Warranty agreement.Thank you for the opportunity to respond to our customers complaint.Sincerely,Jack Giambalvo Motor Company

Dear Sir or Madam: **. and [redacted] dropped off their caravan on the evening of 1/14/16 and were given a no charge loaner vehicle. Our service team attempted to duplicate no start concern in the am with no success on 1/15/16, so we took the vehicle to [redacted]  for more in-depth...

check.  On 1/21/16 [redacted] contacted us with estimate of repairs to be done, but they still couldn't verify no start after checking for 4 days. We discussed repairs with used car dept and all were approved, so [redacted] was authorized to proceed. The [redacted] were also contacted on 1/21/16 informing them of repairs being made at no charge and also that parts were on back order for these repairs.  On 1/25/16 talked to [redacted]s regarding no start concern again and still had not duplicated. They finally duplicated and confirmed  a failed starter on 1/27/16. We informed the [redacted] on 1/27/16 that starter needed to be ordered and was also on back order.  We notified customer on 2/1/16 to  that starter should arrive on 2/3/16 per [redacted]. On 2/5/16 called customer and told them vehicle should be finished on 2/8/16. On 2/8/16 picked vehicle back up at [redacted]s in the afternoon. We contacted customer and informed them vehicle was back at Giambalvo [redacted], but we wanted to drive vehicle and verify repairs. We contacted customer on 2/10/16 vehicle was finished and they could come and pick up. The [redacted] picked up the Caravan on Wednesday evening 2/10/15. Our service staff left voicemail for [redacted] (###-###-####) during the repair process. We were unable to reach anyone verbally, and didn't receive a follow up call after any of our voice mails. Our team did verbally speak to [redacted] on 2/10/16 when he called in to discuss final repairs prior to pick-up, The customer was provided a no charge loaner during the entire repair time. Any further inquires can be directed to our General Manager Tom C[redacted] @ ###-###-#### Ext: [redacted]. Regards,Chris B[redacted]Service Manager###-###-#### Ext: [redacted]@giambalvo.com

customer purchased the truck and the pedal adjustment panel was mistakenly installed on the truck as the truck did not come equipped with adjusting pedals.  This vehicle cannot be retrofitted for the pedal adjustment feature and therefore [redacted] will be offering the customer so sort of...

goodwill.  This goodwill will be decided on and presented to the customer by 9/9/16.  I have spoken to the customer and they are satisfied with that.  The pedal adjustment feature is something the customer was not charged for and was never intended to be on this truck.