Rick Ball Auto Mall

Contact Name and Title: [redacted] Office Manager Contact Phone: XXXXXXXXXX Contact Email: ***@rickball.com Customer misunderstood the person at the bank who told her an amount of the refundCustomer had never brought to the dealership, documentation needed to cancel or signed the cancellation formOn 9/29, we contacted the customer and had them bring the documentation and had them sign the cancellation formCustomer understands that amount told to her by the bank was incorrect amountCancellation has now been submitted and customer left happyCancellation documentation attached

See attached

Final Consumer Response /* (2000, 7, 2015/09/21) */
The day I made the complaint the business called me and said they had a check for meI went and got the check and cashed it without a problem

Initial Business Response /* (1000, 5, 2015/12/14) */
Contact Name and Title: *** *** Svc Director
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rickball.com
on October 19th we did receive the customers Chrysler Pacifica in for serviceThe original complaint as noted on the
attached repair order copy was not being able to fuel the vehicleThe customer was advised we would have limited diagnostic abilities as we are a certified General Motors shop and not a Chrysler repair centerUpon inspection of the vehicle it was obvious that the vehicle was regularly driven on gravel roads which can cause issues with the fuel tank venting systemAfter a visual inspection we deemed it necessary to remove the fuel tank to check the fuel tank vent line that goes to the fuel filler neckMy service writer contacted the customer and obtainer her verbal ok to do this procedureUpon removal of the fuel tank by our ASE Certified Master Technician he did verify the vent line connected to the fuel tank filler neck was restrictedHe proceeded to clear the vent line with compressed air and then reinstalled the fuel tankThe tank was a little over 1/full of fuel so we did verify we were able to fuel the vehicle after reinstallation of the fuel tank(as can be seen with the sublet charge on the repair order for $of fuel)The customer was advised that the vehicle would need to be driven to ensure the vent was clear and there were no other issues with the evaporative emissions systemThe customer paid their bill and left the repair facilityA couple days later the customer stopped at the shop and spoke with my service writer and let him know a service engine light had come on the dashAs we have limited abilities to check products other than General Motors we used a generic code reader to determine the customers trouble code, which showed a large evaporative emissions leakThe advisor did clear the code and informed the customer if the code returned it would need to be diagnosedThe customer contacted me later stating the light had came on and they still didn't think the vehicle was properly taking fuelI stated we would be happy to take another look but it may have to be subleted to a certified Chrysler service facility as we do not have any diagnostic equipment for Chrysler productsThe customer did not return to our repair shop and had a different repair shop diagnose the vehicle as needing a secondary fuel pump and authorized them to repair itShe then contacted me wanting us to pay for the repairI did agree that it was possible we did not fix her original complaint and did agree to issue a full refund of any money she was chargedShe was issued a refund of the full $she paid to our shopThe customer then insisted we pay for repairs made by the other repair facility as she felt we broke them, we did not have the part she stated was replaced removed from the tank and I could see no way our shop was responsible for the repair, more likely this is what the vehicle needed to properly complete the repairBeing nearly years old and with over 124,miles this seems more likely the caseOur repair center did the right thing and left the customer whole as they were before spending money with our organizationI have been in this business for many years and have always strived to put the customer first and always provide the best experience we possibly can, but we have resolved this issue as far as I can seeThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This repair shop did not tell me until after I called the shop complaining about the problem not being fixed that there was nothing they could do becuase the tools they had were primarily for GM and Ford productsThe customer service I received was worse after the fact when dealing with the owner than it was when I delt with the shopIn fact, the owner hung up the phone on me after he stumbled to try to say they were not at faultTo clairify, I asked them to pay for part of the service I received elsewhere becuase that mechanic told me he believed the part was damaged while in the care of Rick Ball Auto Mall, especially when I had not had the issue previouslyI would have been ok with them not paying for it if they wouldn't have wasted my time telling me they would work with me if they weren't going to & if they would have treated me with some respectIf fact I played phone tag with the owner for over weeks before I was finally able to "resolve" the matterThis is the second car I have bought from them and I will NEVER returnI will also let everyone know just how they treat peopleThis is a customer service complaint

Contact Name and Title: [redacted] Office Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@rickball.com
Customer misunderstood the person at the bank who told her an amount of the refund. Customer had never brought to the dealership, documentation needed to cancel or signed the...

cancellation form. On 9/29, we contacted the customer and had them bring the documentation and had them sign the cancellation form. Customer understands that amount told to her by the bank was incorrect amount. Cancellation has now been submitted and customer left happy. Cancellation documentation attached.

Complaint: [redacted]
I am rejecting this response because:
Since I purchased this car I have drove it for a week in the past month, because it was at the dealership on three separate occasions.  [redacted] has unsuccessful attempted to fix this vehicle on two separate...

occasions.  They are currently working on their third attempt by sending the car to a VW dealership. I do appreciate their attempt to "making this right" however, I would still like to return the vehicle to the dealership. When the check engine light came on the first time I returned the vehicle to the dealership. The service department stated they already replaced to spark plugs and two coil pack. This tells me this vehicle had these issues when it was sold and where not fixed properly hence me returning the vehicle for issues on three separate occasions. I bought this car "as is" but it had a pre-existing condition, I feel I should be able to return this vehicle to the dealership for no charge as I was sold a lemon. The dealership has already received the money from the loan, all as they have to do is send the money back to the lender and it would be a clean wash.  As stated previously I appreciate [redacted] trying to remedy the  issues but would still like to return the vehicle because I paid for a reliable vehicle, however that is not what I received.  
Sincerely,
[redacted]