Receivables Management Solutions Inc

In speaking to our customer the morning of December 4th, we sincerely apologized for any confusion as well as for a lack of follow up regarding the message he had left on voice mailThis type of breakdown certainly is not what we desire to happen and presents an unfortunate experience for
our customerWe have initiated steps to our acquisition process so that this will not happen going forward. In explaining to our customer our process for trying to acquire desirable Used Vehicles and our utilizing a 3rd party service to do so, he fully understood the situation and accepted our apologiesIf there is anything else we can be of help please do not hesitate to call

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I brought my car into another body shop and they did indeed find that there were issues and they need to be redone properlyThe hood needs to especially be done as it was done incorrectly and they could clearly see where work was done and not doneI have to bring the car in in a week or soThey are dealing with my insurance company to resolve the matter that Broadway did not do! I realize that $back is asking a lot but a detail is not exactly kosher!!! I would settle for the cost of the the hood paint repair that needs to be completed yet again by someone else and the $that I have to keep paying to obtain a rental car!
Regards,
*** ***

The customer’s
representative from her insurance company has told us in the middle of May that
they have had no response or contact from the selected 2nd repair
facilityTherefore, they have no knowledge of our repairs being found
incomplete and therefore have closed the claim
If the insurance company
tells us that our repairs do not meet their expectations or satisfy the
original estimate, we would be more than willing to make that repair or cost of
the repairs rightHowever, they have informed us that the claim has been
closed, so our hands are tied
In regards to the incomplete
cleanup of the vehicle at the time of pick up, once again as human beings we apologize
for it not meeting the expectations of the customer, however, when it was
brought to our attention, it was re-cleaned at that time

09/21/Thank you for taking the time to communicate to us your less than perfect experience of our service department. Your safety is our top priority and we want you to know that our plan is to address your vehicle needs in a timely manner and use the best possible solution available to properly correct the concern. We sincerely apologize for rarely returning your messages that were left as we had a coverage issue with our phones. In addition we are sorry for the lack of communication from our partner GM in there shortcoming effort to better assist you with a $assistance that you were promised from them. In turn we will step up to the plate and offer assistance with the oil leak repair that is needed in the future as discussed via phone In the coming days we are going to make our best attempt at regaining your trust in the vehicle and ourselvesAlso, I will be addressing the concerns you have with our department personal in the coming days to better assist you and other customers going forwardPlease accept our sincerest apology for any trouble or inconvenience we have caused you. Again we appreciate your feedback as it will assist us in becoming better at what we do. It is our number one goal to retain you as a satisfied customer at Broadway Automotive Chevrolet

We have reached out to and spoke with our customer as of Thursday 8/10/17. We have agreed with each other on getting the vehicle back into the Dealership to review her concernsWe certainly want to do what is fair and make this rightWhen we get the opportunity to meet
and discuss the concerns with our customer we will move forward in that direction

06/23/2016                                                                                 ...

            
Thank you for taking the time to
communicate to us your less than perfect experience with our service department.  Your safety is our top priority and we want
you to know that our plan is to address your vehicle needs in a timely manner
and use the best possible solution available to properly correct the concern.  Being that this concern is an intermittent
issue that seems to only occur once in a while, we have tried in good faith on
previous visits to fix your vehicle with the best solution at the time
according to our diagnostic procedures from Volkswagen. We are currently working on the vehicle and working with the Manufacturer to repair your remaining concerns.
In looking into your concerns about having been charged 2 deductibles, unfortunately according to our
records we see that there was not two deductibles charged for this repair, what
had happened is that there was a diagnosis fee for the steps taken by the
technician for the first visit concern.  Also, since
the repair action end result was an oil change the dealership absorbed the cost
of the oil change in good faith.When
looking at this again we could see where the confusion is and would like to
reimburse the customer the $89.95  charge plus tax for the first diagnosis of
the concern.
It certainly is not a practice of ours to not return phone calls from our guests. Therefore we
apologize that it was late in the day for a call back from our team member.  At times we can get busy, however we try to make
every effort to call our customers back as soon as we can, even if that means
staying after hours to call our customers.
In the coming days we are going to
make our best attempt at regaining your trust in the vehicle and ourselves.
Also, I will be addressing the concerns you have with our department personal
in the coming days to better assist you and other customers going forward.
Please accept our sincerest apology
for any trouble or inconvenience we have caused you.  Again we appreciate your feedback as it will
assist us in becoming better at what we do. 
It is our number one goal to retain you as a satisfied customer at
Broadway Automotive Volkswagen.As soon as we have direction from the manufacturer we hope to finalize repair so that we can both move on.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I am not sure what the business is talking about either. When I went to another shop, per my insurance, they did indeed find that the work was not completed as stated. I have been waiting for my insurance and the body shop to schedule me in, I was told that it was going to be a few weeks with their work load and the holiday. The point of this whole matter was the FACT that I had to have my car repaired TWICE and now am waiting for a third attempt to properly repair my car. Broadway has blown me and my concerns off! Why was there only mention of my hood in their responses? What about the other issues that were there? DUCT TAPE, BAD PAINT, COMPOUND ALL OVER MY ENGINE, PAINT NOT COMPLETED, DEER FUR.... why was none of this addressed? Is that all ok? Am I just another number? I am frustrated and disappointed in this whole matter! I honestly should have stuck with my original body shop instead of giving Broadway a shot as an e-star location from my insurance.... I want my car fixed properly!!!!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] After giving Broadway Automotive the opportunity to make things right, they offered me half of what I paid for the vehicle.  They sold me a lemon and then attempted to get me to trade it in for half of what I paid. I will continue to pursue this matter with my attorney and will be submitting a complaint to the Wisconsin Department of Transportation via [redacted] Dealer Complaint. 
Regards,
[redacted]

[redacted] came in 09.08.2017 at 1:28PM for the “Works” package and complimentary Multi-Point inspection. The technician did note that all 24 lug nuts were swollen and each time the impact gun with a 21MM socket (correct one)  had to be removed forcefully from the socket the cause was that all 24...

lug nuts were swollen due to oxidation behind the chrome cap of the lug nut, four of which were severely deformed. The recommendation was sent via alert and approved by [redacted] at 3:07PM. The original price through parts was $9.52each. [redacted] (our service rep) talked to parts and had them lower the price to $6.90 each. [redacted] then called her husband [redacted] (context of conversation unknown) and [redacted] was to speak to [redacted]. During the conversation between Mr. [redacted] and Mr. [redacted]; Mr. [redacted] showed extreme dissatisfaction with the price of the lug nuts. Mr. [redacted] explained that the prices were lowered to $6.90. Mr. [redacted] still upset with the price then requested we do not install the new lug nuts, however the repairs were already underway. [redacted] requested Mr. [redacted]’s suggestion on what to do with his vehicle. Mr. [redacted] replied “put it outside on blocks”.  Mr. [redacted] asked how he would like him to do that because the original lug nut deformation would not allow us to tightened the lug nuts to specification. Mr. [redacted] suggested we put the lug nuts back on his vehicle, Mr. [redacted] informed Mr. [redacted] that he would have to sign a release of liability due to the possibility of damage or a possibility of hazardous operation of the vehicle. Mr. [redacted] said that was acceptable and the conversation was terminated. [redacted] then told Mr. [redacted] to complete the repairs.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I originally accepted the resolution the business provided however today they failed to provide the service they had offered in the agreement. Today (8/11) I returned my vehicle and spoke with an employee, discussed and showed him the problems/damages/unfinished service job. We came to the agreement that I would leave my vehicle with them and all issues that could be taken care of today,  would be resolved and taken care of. I received a phone call that my vehicle was finished and I returned to the dealership to pick it up and speak with a rep, it was again a different person. I was informed that not all parts were available today, I found that to be COMPLETELY UNDERSTANDABLE and I agreed to return upon notification. However as I looked closer at my vehicle the other scratch marks and rail dust that was supposedly taken care of today (should be no issues and no wait) is again still visible and not taken care of. I again today (8/11) returned to Broadway and showed them the problems and that they are still visible. The rep informed that when they receive the part and I return there will be further arrangements to yet again resolve the original issue. I have now returned to Broadway 4 times for what should have been a 1 time visit.
Regards,
[redacted]

We would be more than willing to discuss trying to trade her into a different vehicle and we are willing to give her $6250.00 for her current vehicle.

[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.  The individual was very courteous.
Regards,
[redacted]

We apologize for any confusion or misunderstandings regarding the repairs. A part required for one of the repairs needed to be ordered and has now arrived. After contacting our customer she had agreed to be bringing the vehicle in on Thursday August 17th for the part to be put on to complete that repair. Our Body Shop Manager will again then review any other concerns pertaining to the original concerns and we will hopefully proceed from there to address them and bring this to an agreeable completion.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I owe $8,900 on the vehicle.  I am not going to take a $2,500 loss on a vehicle that has had nothing but problems from the get-go.  I will continue to pursue further action with my attorney and the Department of Transportation. 
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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

The Customer was unable to take delivery of the new Hyundai in December 2017. When he did take delivery of the car on January 5th 2018 the manufacturer incentives had changed. Unfortunately the available rebates had been reduced $500 from the incentives the month before. He was informed...

and given an updated purchase agreement. The Dealership did not change the selling price of the vehicle, Hyundai reduced the rebate incentives. The customer proceeded with the transaction and took possession of the car. Broadway is not responsible for or able to change manufacture incentives. Therefore Broadway did fulfill the purchase agreement correctly. There is no refund due to the customer.Thank you,Broadway Ford Hyundai

Broadway Automotive does honor the free tire rotation if the tires were purchased from Broadway.  This must have been a miscommunication.  We spoke with the customer and we agreed to give him a credit for the amount he paid for a tire rotation.  If you have any questions, please feel...

free to call me at [redacted]Thank you,[redacted]General Manager

[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]

Broadway Automotive has received the complaint submitted by Mr. [redacted] and would like to respond. Mr. [redacted] did in fact take delivery of a 2016 Chevrolet Cruze, ID # [redacted], on September 23, 2016. His initial attempt to secure financing through GM Financial became a challenge due...

to numerous factors; one being that Mr. [redacted] recent history as documented, that since April 2016 he has collected 36 inquiries on his credit bureau and 102 inquiries since September 29, 2014 through various businesses. Once we received a declination from GM Financial, we were asked to continue to seek financing approval by Mr. [redacted]. Based on all information up to this point, we elected to send to Santander as a viable option to gain loan approval based on his current credit activity. Once we learned of the approval from Santander, Mr. [redacted] was made fully aware that this was the lender where we were given loan approval by.The complaint continues that our Salesperson made comments to Mr. [redacted] that the trade vehicle was a “piece of tin” and that his car was “no good and needed another one”. These comments typically are not conducive toward building guest relations and when I interviewed the Salesperson as to these comments, she said that those comments were never made. Furthermore, comments made by Mr. [redacted] concerning complaints about Santander USA and issued court papers and judgements for failing to meet the terms of his contract should in no way  be considered a failed responsibility/obligation against Broadway Automotive. We are sorry that this experience did not meet Mr. [redacted] expectations, however when dealing with the credit/finance arena it is mostly driven by the customers history. Broadway Automotive offer to continue ongoing assistance to Mr. [redacted], as we are willing to sit-down with him, evaluate his current credit situation and attempt to trade him out of his 2016 Cruze.

August 23, 2017
We recently received a complaint from Allison Alt and would
like to respond. 
On January 9, 2017, Miss Alt took delivery of her 2011 Dodge
Journey- Vin# [redacted]. Before taking delivery she did mention to her
Salesperson her concerns with a squeak and the check engine light. In preparation
for delivery the repairs were made.
After delivery, Miss Alt experienced a slight
squeaking/squealing noise and advised us immediately.  On January 17th she came in and our
Service Team confirmed that there was a slight squealing noise coming from the
Serpentine Belt area. Upon replacing the belt the noise appeared to have gone
away. Broadway did goodwill the repair for ($101.99).
In late February, a month later, Miss Alt again was
experiencing some squealing and we set an appointment. While here we replaced
the Serpentine Belt (defective), also elected to replace the idler pulley ($346.00) which we did at no charge to the customer.
We were also advised at that time the windshield washer hose was disconnected plus
the check engine light was on. We found that the Catalytic Converter ($771.26) was malfunctioning and elected to take care
of that at no charge as well, and reconnected the hose.
In March, she again called saying that there was a slight
squealing noise again.  We had her stop
in at her convenience and elected to replace Harmonic Balancer ($260.95) again at no charge because we wanted this
concern satisfied. We realize that Miss Alt elected not to purchase
any Vehicle Service Contract coverage to assist with repair cost throughout her
ownership experience.  
Now, 5 months later and roughly 10,000 miles of driving
since ownership, Miss Alt experienced an issue with her radiator and expects
Broadway to continue to goodwill any repairs. We obviously stood behind her
initial concerns at delivery, and this was an entirely new concern.  
I contacted Miss Alt and scheduled her to meet with me to
look at the possible option of trading her out of the Journey and into another
vehicle. When she arrived, we discussed possible alternatives and she elected
to select another stock unit. We looked at current market, depreciating values
and gave her what we felt was realistic based on time of ownership, miles she
accrued over that time, and current condition of vehicle during ownership. She
selected a vehicle that was quite a bit more in price than her current vehicle
and when we added in her current lien payoff, the payments went up from her
current payment level. At this time she got upset with us and simply walked out
of the store.
We are sorry for any inconveniences during this time, however some problems of this nature can be difficult to determine. Due to the fact that we did acknowledge and address her initial
concerns to the best of our ability, paid for those repairs, over $1,480,  and
tried to trade her out of the vehicle, we feel we exercised our high level of
Customer Service. Based on all this information we feel that we have done
everything required to take care of her initial concerns. It is impossible for
anyone to predict future problems when it comes to a man-made product and
that is why we are an advocate for Vehicle Service Contracts and present this opportunity
to our customers. If Miss Alt is still wanting to trade in her Journey for
another vehicle, we would be more than willing to discuss trying to trade her
into a different vehicle.
Thank you,
[redacted]