Relda Automotive, Inc.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]  l have since found out that the insurance company,[redacted] is the real culprit.lt would have been nice if AAA had informed me of this.l only found out about the situation after I had filed the complaint.......The ac unit is not fixed as of yet..........13 days and counting

I apologize, I thought I had responded to the complaint. I am satisfied with the outcome and the dealership has contacted me for further resolution as well. Can this information be updated to show my response.

I have reviewed this concern with management.  Let me first say that we have every intention to assist the customer on this issue and are at this time still attempting to do so.  [redacted] has had no additional communication with us, Manager or otherwise since her conversation with her...

sales associate [redacted].
We would like to communicate directly with her to resolve this issue and I promise we will take good care and satisfy her concerns as we thought we were already in the process of doing.  See below my response based on what I know now.
·         We did sell the [redacted] to [redacted]
·         [redacted]’s car was involved in an accident and based on our knowledge was directed to [redacted] at her parents request.  Not ours.
·         We are not Affiliated with [redacted].  They are a wholesale customer to our Parts Department and because of their location in [redacted] we have recommended them to our customers in [redacted] occasionally.  We did not make this recommendation this time and had no knowledge that she had the accident or the car was in the [redacted] until after the visit.
·         We were involved in a referral from the [redacted] and the customer after she picked her completed car up because the car also had an axle issue that the [redacted] was not originally aware of from the accident and it affected her drivability after pickup and it was necessary to tow.  The Insurance company instructed us to do and approved additional repairs.
·         Our repairs had nothing to do with the inside of the car and we did not change out and lights or sunglass holders
·         We are not aware of what the [redacted] may have had to do to the interior of the car. 
·         [redacted] did come and see [redacted] about her current concern.  [redacted] attempted to determine at what point the items may have been changed out. He verified that our work did not include any interior work to the car.  He called the [redacted] and was not able to get a response as to what they may had done inside the car.
·         The part that [redacted] wants replace is not a factory installed or [redacted] item and we had determined after talking to out parts people that it must have been installed by the previous customer that traded the car to us.  [redacted] and the [redacted] agreed at that time that it would take some time to determine what and where we could secure the aftermarket part to replace for her.  It was [redacted] understanding that she would also look for a comparable part that she was happy with and advise us.
·         [redacted] and our Parts department are still trying to locate a part that is similar or the same to reinstall in the car.  We have also contacted the [redacted] again to get their assistance as it appears that the part must have been removed and replaced during the accident repairs.
·         We will continue to try to find a solution to her concern and will help get the appropriate parts.  I have instructed my Management team and [redacted] that even if the [redacted] does not participate in the replacement we will handle this for customer satisfaction as was our original intent.
 
We have every intention to secure and install or have the [redacted] install the appropriate replacement item once we secure that which is acceptable to [redacted].  [redacted], my Parts Manager [redacted] and Service Manager [redacted] will follow-up and get this taken care of.
 
Thank you for your understanding
 
[redacted]r
President and Executive Manager
Heritage [redacted] –[redacted]
Direct Office – [redacted]
Office: [redacted]
Cell: [redacted] 
Email: [redacted]
[redacted]
[redacted]
[redacted]

I will look into this with more detail right away with [redacted] and also our GSM [redacted].  I am aware of this issue as I was here at the time of the appraisal.  We were not told by the customer not to open the Sunroof and we always access and operate all accessory items on a vehicle as to...

there operation because the lack of operation does effect the value of the trade.  [redacted] was not aware nor was he told by the customer not to open the sunroof while test driving the vehicle for a value assessment appraisal.    I was not here when the customer returned and complained that the roof did not close completely.  I will discuss this matter with [redacted] and [redacted] but based on my initial communication and knowledge of the situation we do not feel it is our responsibility to fix an accessory item on the truck that appeared to be in a inoperative or malfunctioning state at the time of our appraisal.  We certainly have no way of knowing that the roof was in fact already in that condition prior to the visit to our dealership.I certainly wish to convey to the customer our apology for what may have taken place and attempt to offer a cost of labor repair if a repair is in fact possible.  Perhaps the customer knows better what is wrong at this point.  Unfortunately he chose not to caution us to its use or assessment prior to us driving the vehicle for appraisal. I will follow-up with you as to our status and communication with the customer. [redacted]President and Executive Manager - Heritage Chevrolet

This is the first time I have seen this complaint.  I received a call notifying me of the issue.  I have spoken to my Service Manager to research the issue and will respond to the customer today.  right away.Will advise.Thank you.Jay B[redacted]

As the customer had stated, he has a policy through his insurance company in which we were dispatched through. Due to the insurance company's regulations, we have certain procedures that we have to adhere to upon our agreement with them and we have explained those procedures to the customer on ...

more than one occasion but this should be in their policy as well. We do not receive the customers' individual policies; we have just worked with this insurance company for over 20 years so we know how they operate.After receiving the work order from the insurance company and setting up an appointment with the customer, we sent a technician out to diagnose the problem with the air conditioning unit. After diagnosing the problem, we have to call and locate parts needed, get pricing and put a quote together before calling the insurance company for authorization. Once we have that all together and can call for authorization, the insurance company then has to decide what they want to do with it. Usually they're trying to decide between repair, replace or send it out for a second opinion; sometimes we get authorization immediately, sometimes they have to get additional approval and call us back. There's not much that we can do, the insurance company is the one who assigned us to the job and they're the ones that make the decision on what they're going to do with the problem and what company is going to be the one to do it.As we told the customer when talking to him yesterday afternoon, I called the insurance company this morning and because of the age of the system and cost for repair, they decided to authorize the initial visit and to dispatch for a second opinion. This does not mean the customer is out the money on that service fee, that will be applied towards the insurance company sending the technicians out/getting the unit repaired and the company that gets the second opinion work order should not be asking for another service fee. Again, we do not get the customers' policies so we do not know what is stated in there or what all is covered but typically that is how these cases work. If the customer has a question about or an issue with their policy, the order of procedures, or the authorization then they need to contact the insurance company as none of that is through us. We are simply assigned to diagnose, quote and then repair/replace depending on what the insurance company gives us authorization to do.It is unfortunate that this customer feels the way that he does about our company. In no way have we tried to be dishonest with him, nor would we try to take his money and leave a job unfinished. We have to adhere to the procedures in which we signed a contract with the insurance company, who is the one that sent us on the job in the first place. We especially would not "prey on old people"; we have been in business in Fort Collins for over 30 years (28 of which we've been a part of the Revdex.com and in great standing), a part of this community for longer than that. We have many customers that have been with us since we began and have grown with us as well. Despite what the customer believes, we do feel for him and the many other air conditioning work orders we have received over the past couple weeks, as these temperatures have been high and we are trying to get through these calls as quickly and proficiently as we can. Yet that still does not change the procedures we have to go through with the insurance company. Sincerely,Larry H[redacted]