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] In response, what they are failing to identify is the fact that I have no paperwork reflecting their day offer That is the key to this The original offer said on the check they provided me as paperwork if I was to accept this offer that it was void if mileage was greater than miles from the mileage they assessed It was not the case so I am surprised that they are still not taking ownership of that matter It wasn't like I went in a whole season later let alone a crazy time lineIt is not on any paperwork I have and they were shown what they gave me again when I was there and they ignored my question to this I told them their paperwork should reflect this and all they did was insult me Below are the files of the paperwork provided to me Take note of the stared area on the check To top it off, when they gave me the check for the car, I took it to deposit it and the bank was not able to deposit it, once again another poor communication event on Dorschel's part The bank was put on hold repeatedly and sent on a wild chase to try and find out why they could not deposit it The teller was very frustrated by this and finally due to our persisting we got our answer They need to take ownership of the fact that they misrepresented the time line and if I walked into a store and found a price tag on something but it wasn't the correct price, it was the error of the store not the customer Once again, this car was in pristine condition and not the buy back I am sure they are used to I would never refer anyone to this dealership and word of mouth is a powerful thing file://localhost/Users/jennifercornwell/Pictures/iPhoto%20Library/Previews/2014/...⇄
February 25, 2015Response to Complaint:In response to the recent complaint dated February 19, 2015, for customer (complaint ID: [redacted] )The customer purchased a Kia Soul from Upstate Auto Credit on 1/19/ When they took delivery of the vehicle, they requested that we touch up some minor paint chips and scuffs on the rear bumper We acknowledged their concern and informed them that we would order the proper paint and have them bring the vehicle back to us to perform the touch ups.Upon application of the touch up paint, we had a difficult time trying to get the paint to adhere properly Upstate Auto Credit recognizes that this fix does not meet Mr [redacted] standards and expectations Therefore, we are willing to accept his desired settlement to do a complete bumper repaint at the Dorschel Collision Center I was finally able to connect with the customer today and they are scheduling an appointment with the Dorschel Collision Center to have the bumper repainted We are willing to see the customer through this agreement provided the repair is completed within a reasonable period of time and for the identified area.Customer satisfaction is priority to usIf you have any additional concerns or needs, please do not hesitate to contact me at ###-###-####[redacted] Area Manager
I met with the *** rep last FridayThey explained that the heat on the seats is in spec with *** termsI am highly disappointed in the outcomeThey have offered me something in return for my dissatisfactionNew tires, free service, etcI explained to them that I need to think about thisRochester is known for extremely cold winters and I am not satisfied with the lack of heat on the seatsEven though I am told it meets the standard requirements
February 24, 2015 The Dorschel Group West Henrietta Road Rochester, NY 14623 Revdex.com, Inc Bryant Wood South Amherst, NY RE: Revdex.com Complaint ID: ***Attention : *** In response to the complaint ID : *** In regards to the customer’s concern with the seat heater, we found that the seat heater was operating to the manufacturer’s specificationsWe contacted *** to let them know of our customer’s concern and to get authorization to do repairs under warranty*** has scheduled a representative to come and inspect the concern on February 27, Once a determination has been made by the manufacturer, we will proceed forward.Our goal is to ensure that all of our customers are completely satisfied with their purchasePlease feel free to contact me directly if I may be of further assistance.Sincerely,*** *** *** Service Manager *** *** ***@dorschel.com
Attached is the response and supporting documentation for Revdex.com Complaint #***January 22,
2015 The Dorschel Group West Henrietta Road Rochester, NY 14623 Revdex.com, IncBryant Woods SouthAmherst, NY 14228 RE: Revdex.com Complaint #*** Attention: *** (Complaint Handler) Response to Complaint:We recently received your correspondence and complaint form filed with your office (complaint #: ***). We appreciate the opportunity to respond to the concerns presented in your letter dated January 20, 2015.The complaint was reviewed and the customer was notified that they would be receiving a reimbursement of their $insurance deductable as requested (see attached) and a sincere apology for the mishaps related to the recent repairs on their ***.If you have any concerns or need further clarification, please do not hesitate to contact me at ###-###-####. Sincerely,*** ***Body Shop ManagerDorschel Collision Center Enclosures: Copy of reimbursement check CV/dmv
If you have any difficulty opening the attachments, please contact me at ###-###-#### or e-mail ***@dorschel.com
The Revdex.com
Complaint ID: [redacted]
To Whom It May Concern:
We are surprised by
this Revdex.com complaint since we feel we have done all that we could to communicate
with our customer, [redacted] what we were willing to pay for her
vehicle on both of her appraisal...
dates: July 26, 2014 and September 24, 2014.
Attached, you will find both appraisal summaries as well as the visual aid form
used during [redacted]’s visits to our dealership, supporting the details
below.
During [redacted]’s
initial visit in July, she attempted to sell us her 2008 Infiniti G37
Sport for $28,000. We appraised her
vehicle and offered her $19,158 for it, valid for 3 days or 300 miles,
whichever came first. [redacted] decided not to sell us her vehicle at
that time. In late September she
contacted our dealership again, indicating she was still interested in selling
us her Infiniti since she was unable to sell it herself. [redacted] was
informed by her Sales Consultant, that the vehicle would need to be appraised
again since almost two months had passed since her original appraisal expired.
Upon appraising the vehicle a second time, we offered [redacted] $18,000.
This amount reflected the market value of her vehicle at that time, two months
older and closer to fall – a time of year when used car values historically
contract. In addition, [redacted]’s Infiniti was a manual transmission,
rear wheel drive sports car that would have become less marketable as the cooler
weather approached.
[redacted] insisted
that we should pay the July appraisal amount for her vehicle when she returned
in September. We informed her that we were no longer buyers at the original
appraisal amount due to the change in her vehicle’s market value, and were
prepared to pass on the opportunity. Instead, [redacted] decided to
sell the vehicle to us at the new appraisal price of $18,000, and signed all
the appropriate documents.
If [redacted] is
not happy with the transaction, we offer to return the vehicle to her in exchange
for the $18,000 she was paid, as a goodwill gesture to resolve this conflict.
Thank you,
[redacted]
VP of Variable
Operations
The Dorschel Group
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]
In response, what they are failing to identify is the fact that I have no paperwork reflecting their 3 day offer. That is the key to this. The original offer said on the check they provided me as paperwork if I was to accept this offer that it was void if mileage was greater than 300 miles from the mileage they assessed. It was not the case so I am surprised that they are still not taking ownership of that matter. It wasn't like I went in a whole season later let alone a crazy time line. It is not on any paperwork I have and they were shown what they gave me again when I was there and they ignored my question to this. I told them their paperwork should reflect this and all they did was insult me. Below are the files of the paperwork provided to me. Take note of the stared area on the check. To top it off, when they gave me the check for the car, I took it to deposit it and the bank was not able to deposit it, once again another poor communication event on Dorschel's part. The bank was put on hold repeatedly and sent on a wild chase to try and find out why they could not deposit it. The teller was very frustrated by this and finally due to our persisting we got our answer. They need to take ownership of the fact that they misrepresented the time line and if I walked into a store and found a price tag on something but it wasn't the correct price, it was the error of the store not the customer. Once again, this car was in pristine condition and not the normal buy back I am sure they are used to. I would never refer anyone to this dealership and word of mouth is a powerful thing. file://localhost/Users/jennifercornwell/Pictures/iPhoto%20Library/Previews/2014/...⇄
February 25, 2015Response to Complaint:In response to the recent complaint dated February 19, 2015, for customer (complaint ID: [redacted]). The customer purchased a 2011 Kia Soul from Upstate Auto Credit on 1/19/2015. When they took delivery of the vehicle, they requested that we touch up some...
minor paint chips and scuffs on the rear bumper. We acknowledged their concern and informed them that we would order the proper paint and have them bring the vehicle back to us to perform the touch ups.Upon application of the touch up paint, we had a difficult time trying to get the paint to adhere properly. Upstate Auto Credit recognizes that this fix does not meet Mr. [redacted] standards and expectations. Therefore, we are willing to accept his desired settlement to do a complete bumper repaint at the Dorschel Collision Center. I was finally able to connect with the customer today and they are scheduling an appointment with the Dorschel Collision Center to have the bumper repainted We are willing to see the customer through this agreement provided the repair is completed within a reasonable period of time and for the identified area.Customer satisfaction is priority to us. If you have any additional concerns or needs, please do not hesitate to contact me at ###-###-####.[redacted] Area Manager
March 10, 2015 ...⇄ The Dorschel Group �...⇄ 3817 West Henrietta Road ...⇄ Rochester, NY 14623 Revdex.com, Inc.100 Bryant Wood SouthAmherst, NY 14228 RE: Complaint ID – [redacted] Attention: [redacted], Complaint Handler Response to Complaint:In response to the recent complaint dated 3/10/2015 for customer (complaint ID: [redacted]). The [redacted] manufacturer’s representative did a computer test of the customer’s seats and compared them to an identical [redacted] model. The results were the same. The vehicle is operating as designed. The [redacted] representative offered the customer his card and asked that she get in touch with him directly when she decides what [redacted] can do for her. It is unfortunate that the customer is still unsatisfied, but there is no mechanical repair to correct their concern. The customer’s issue is with [redacted] and is not at the dealer level. If I can be of any further assistance, I can be reached at [redacted] or by e-mail at [redacted]@dorschel.com. Sincerely, [redacted]Lexus Service Manager
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] In response, what they are failing to identify is the fact that I have no paperwork reflecting their day offer That is the key to this The original offer said on the check they provided me as paperwork if I was to accept this offer that it was void if mileage was greater than miles from the mileage they assessed It was not the case so I am surprised that they are still not taking ownership of that matter It wasn't like I went in a whole season later let alone a crazy time lineIt is not on any paperwork I have and they were shown what they gave me again when I was there and they ignored my question to this I told them their paperwork should reflect this and all they did was insult me Below are the files of the paperwork provided to me Take note of the stared area on the check To top it off, when they gave me the check for the car, I took it to deposit it and the bank was not able to deposit it, once again another poor communication event on Dorschel's part The bank was put on hold repeatedly and sent on a wild chase to try and find out why they could not deposit it The teller was very frustrated by this and finally due to our persisting we got our answer They need to take ownership of the fact that they misrepresented the time line and if I walked into a store and found a price tag on something but it wasn't the correct price, it was the error of the store not the customer Once again, this car was in pristine condition and not the buy back I am sure they are used to I would never refer anyone to this dealership and word of mouth is a powerful thing file://localhost/Users/jennifercornwell/Pictures/iPhoto%20Library/Previews/2014/...⇄
February 25, 2015Response to Complaint:In response to the recent complaint dated February 19, 2015, for customer (complaint ID: [redacted] )The customer purchased a Kia Soul from Upstate Auto Credit on 1/19/ When they took delivery of the vehicle, they requested that we touch up some minor paint chips and scuffs on the rear bumper We acknowledged their concern and informed them that we would order the proper paint and have them bring the vehicle back to us to perform the touch ups.Upon application of the touch up paint, we had a difficult time trying to get the paint to adhere properly Upstate Auto Credit recognizes that this fix does not meet Mr [redacted] standards and expectations Therefore, we are willing to accept his desired settlement to do a complete bumper repaint at the Dorschel Collision Center I was finally able to connect with the customer today and they are scheduling an appointment with the Dorschel Collision Center to have the bumper repainted We are willing to see the customer through this agreement provided the repair is completed within a reasonable period of time and for the identified area.Customer satisfaction is priority to usIf you have any additional concerns or needs, please do not hesitate to contact me at ###-###-####[redacted] Area Manager
I met with the *** rep last FridayThey explained that the heat on the seats is in spec with *** termsI am highly disappointed in the outcomeThey have offered me something in return for my dissatisfactionNew tires, free service, etcI explained to them that I need to think about thisRochester is known for extremely cold winters and I am not satisfied with the lack of heat on the seatsEven though I am told it meets the standard requirements
February 24, 2015 The Dorschel Group West Henrietta Road Rochester, NY 14623 Revdex.com, Inc Bryant Wood South Amherst, NY RE: Revdex.com Complaint ID: ***Attention : *** In response to the complaint ID : *** In regards to the customer’s concern with the seat heater, we found that the seat heater was operating to the manufacturer’s specificationsWe contacted *** to let them know of our customer’s concern and to get authorization to do repairs under warranty*** has scheduled a representative to come and inspect the concern on February 27, Once a determination has been made by the manufacturer, we will proceed forward.Our goal is to ensure that all of our customers are completely satisfied with their purchasePlease feel free to contact me directly if I may be of further assistance.Sincerely,*** *** *** Service Manager *** *** ***@dorschel.com
Attached is the response and supporting documentation for Revdex.com Complaint #***January 22,
2015 The Dorschel Group West Henrietta Road Rochester, NY 14623 Revdex.com, IncBryant Woods SouthAmherst, NY 14228 RE: Revdex.com Complaint #*** Attention: *** (Complaint Handler) Response to Complaint:We recently received your correspondence and complaint form filed with your office (complaint #: ***). We appreciate the opportunity to respond to the concerns presented in your letter dated January 20, 2015.The complaint was reviewed and the customer was notified that they would be receiving a reimbursement of their $insurance deductable as requested (see attached) and a sincere apology for the mishaps related to the recent repairs on their ***.If you have any concerns or need further clarification, please do not hesitate to contact me at ###-###-####. Sincerely,*** ***Body Shop ManagerDorschel Collision Center Enclosures: Copy of reimbursement check CV/dmv
If you have any difficulty opening the attachments, please contact me at ###-###-#### or e-mail ***@dorschel.com
The Revdex.com
Complaint ID: [redacted]
To Whom It May Concern:
We are surprised by
this Revdex.com complaint since we feel we have done all that we could to communicate
with our customer, [redacted] what we were willing to pay for her
vehicle on both of her appraisal...
dates: July 26, 2014 and September 24, 2014.
Attached, you will find both appraisal summaries as well as the visual aid form
used during [redacted]’s visits to our dealership, supporting the details
below.
During [redacted]’s
initial visit in July, she attempted to sell us her 2008 Infiniti G37
Sport for $28,000. We appraised her
vehicle and offered her $19,158 for it, valid for 3 days or 300 miles,
whichever came first. [redacted] decided not to sell us her vehicle at
that time. In late September she
contacted our dealership again, indicating she was still interested in selling
us her Infiniti since she was unable to sell it herself. [redacted] was
informed by her Sales Consultant, that the vehicle would need to be appraised
again since almost two months had passed since her original appraisal expired.
Upon appraising the vehicle a second time, we offered [redacted] $18,000.
This amount reflected the market value of her vehicle at that time, two months
older and closer to fall – a time of year when used car values historically
contract. In addition, [redacted]’s Infiniti was a manual transmission,
rear wheel drive sports car that would have become less marketable as the cooler
weather approached.
[redacted] insisted
that we should pay the July appraisal amount for her vehicle when she returned
in September. We informed her that we were no longer buyers at the original
appraisal amount due to the change in her vehicle’s market value, and were
prepared to pass on the opportunity. Instead, [redacted] decided to
sell the vehicle to us at the new appraisal price of $18,000, and signed all
the appropriate documents.
If [redacted] is
not happy with the transaction, we offer to return the vehicle to her in exchange
for the $18,000 she was paid, as a goodwill gesture to resolve this conflict.
Thank you,
[redacted]
VP of Variable
Operations
The Dorschel Group
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]
In response, what they are failing to identify is the fact that I have no paperwork reflecting their 3 day offer. That is the key to this. The original offer said on the check they provided me as paperwork if I was to accept this offer that it was void if mileage was greater than 300 miles from the mileage they assessed. It was not the case so I am surprised that they are still not taking ownership of that matter. It wasn't like I went in a whole season later let alone a crazy time line. It is not on any paperwork I have and they were shown what they gave me again when I was there and they ignored my question to this. I told them their paperwork should reflect this and all they did was insult me. Below are the files of the paperwork provided to me. Take note of the stared area on the check. To top it off, when they gave me the check for the car, I took it to deposit it and the bank was not able to deposit it, once again another poor communication event on Dorschel's part. The bank was put on hold repeatedly and sent on a wild chase to try and find out why they could not deposit it. The teller was very frustrated by this and finally due to our persisting we got our answer. They need to take ownership of the fact that they misrepresented the time line and if I walked into a store and found a price tag on something but it wasn't the correct price, it was the error of the store not the customer. Once again, this car was in pristine condition and not the normal buy back I am sure they are used to. I would never refer anyone to this dealership and word of mouth is a powerful thing.
file://localhost/Users/jennifercornwell/Pictures/iPhoto%20Library/Previews/2014/...⇄
February 25, 2015Response to Complaint:In response to the recent complaint dated February 19, 2015, for customer (complaint ID: [redacted]). The customer purchased a 2011 Kia Soul from Upstate Auto Credit on 1/19/2015. When they took delivery of the vehicle, they requested that we touch up some...
minor paint chips and scuffs on the rear bumper. We acknowledged their concern and informed them that we would order the proper paint and have them bring the vehicle back to us to perform the touch ups.Upon application of the touch up paint, we had a difficult time trying to get the paint to adhere properly. Upstate Auto Credit recognizes that this fix does not meet Mr. [redacted] standards and expectations. Therefore, we are willing to accept his desired settlement to do a complete bumper repaint at the Dorschel Collision Center. I was finally able to connect with the customer today and they are scheduling an appointment with the Dorschel Collision Center to have the bumper repainted We are willing to see the customer through this agreement provided the repair is completed within a reasonable period of time and for the identified area.Customer satisfaction is priority to us. If you have any additional concerns or needs, please do not hesitate to contact me at ###-###-####.[redacted] Area Manager
March 10, 2015 ...⇄ The Dorschel Group �...⇄ 3817 West Henrietta Road ...⇄ Rochester, NY 14623 Revdex.com, Inc.100 Bryant Wood SouthAmherst, NY 14228 RE: Complaint ID – [redacted] Attention: [redacted], Complaint Handler Response to Complaint:In response to the recent complaint dated 3/10/2015 for customer (complaint ID: [redacted]). The [redacted] manufacturer’s representative did a computer test of the customer’s seats and compared them to an identical [redacted] model. The results were the same. The vehicle is operating as designed. The [redacted] representative offered the customer his card and asked that she get in touch with him directly when she decides what [redacted] can do for her. It is unfortunate that the customer is still unsatisfied, but there is no mechanical repair to correct their concern. The customer’s issue is with [redacted] and is not at the dealer level. If I can be of any further assistance, I can be reached at [redacted] or by e-mail at [redacted]@dorschel.com. Sincerely, [redacted]Lexus Service Manager