Initial Business Response / [redacted] (1000, 7, 2016/11/28) */ [redacted] came to our Lima Rd store on 10/17/and purchased a Santa FeShe gave us a [redacted] non refundable deposit to hold the vehicle and take it off of the marketShe assured us that she had her own financing and that she would be back with a check from her bankAfter two weeks of trying to contact her, we finally got a call from her father and he asked us to see if we could help get her financingWe could not get a loan approved for herWe held the car for three weeks, during this time it was off the market and we could not sell this to any other customer [redacted] knew that this was the caseShe now wants her money back, after agreeing that she wanted us to hold the vehicle and take it off the market for herWe do not feel that a refund of her down payment is reasonable, due to the fact that we had told her it was non refundable and that we took it off the market Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) PLEASE REFUND [redacted] OR BE SUED IN SMALL CLAIMS Final Business Response / [redacted] (4000, 11, 2016/12/09) */ We will send a check out to [redacted] 's address the first of next week for [redacted] Final Consumer Response / [redacted] (2000, 13, 2016/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) CLASS ACT CLEAR UP THIS MATTER IS GREAT, I WILL BE BUYINGA CAR THERE IN APRIL 2017, ONCE I CLEMY CREDIT IWANT TO THANK ALL MEMBERS AT PREFFERD AUTO AND HAVE A HAPPY HOLIDAY SEASON JG P.SRECEIVE REFUND CHECK IN THE AMOUNT [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/07/16) */ Contact Name and Title: Ron [redacted] Contact Phone: XXX-XXXX Contact Email: [redacted] @preferredautogroup.com We have been in contact with the customer and have asked her to bring the vehicle in and we would supply her with a vehicle to drive while we fixed the repair that was doneSometimes moisture will work its way into body work and the result is a small bubble in the paint, and this is what happenedI am the owner of the store and have been working with [redacted] We do not send any body work out to other shopsWe have a bodyshop that does all of our work and is extremely good at what he doesIf the customer would please contact me at XXX-XXXX, we will do what we promised and repair the small rust area again OFFER: same as response Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept the response from Ron [redacted] Preferred Auto had been in contact with me about the situation in the beginning when the rust spot was originally presentCorrect, I was given a loaner car to drive while they had my car repairedHowever, I have not had sufficient contact with Preferred sinceNot until Tuesday 7/All other attempts to get the reoccurring issue resolved had been delayedIt was on 7/my boss contacted Ron about the status of the repair againAt this point, I feel the only reason I had been contacted back was because my boss reached out to RonThe agreement then, between Steve [redacted] and I was that on FRIDAY 7/Steve and the repair tech would come over to my work (less than minutes away) and look at the vehicleWhen Steve and the repair tech did not show up and did not contact me about canceling or rescheduling, this is when I filed with Revdex.comSince 7/I have had no other contact attempts made by anyone from PreferredAt this time I am standing firm with my request to have an outside body shop such as 14/Auto Body repair my vehicleThe bubble that is present again, is directly above small rust spots that can be seen and felt on the under side of the wheel well/ driver side passenger fenderAgain, this tells me the vehicle was not repaired correctly and that not all the rust present was removed the first timeTherefore, the body tech that is claimed to be "very good" has not performed at quality expectationsThis is the exact reason I was afraid if my vehicle did not get repaired correctly, how many times am I going to have to keep going back for their guy to fix it again and againEventually, if not repaired correctly, this rusted area is going to spread and I [redacted] then have bigger issues dealing with rustThere are no other signs of the body rusting that could be of concernWhen I expressed my concerns I was told to trust them, so I didThe repairs are not up to expectations since the issue has returned- within weeks of the original repairAgain, I am firm with my request that Preferred Auto have my vehicle repaired at an outside body shop- one that is reputable and I know this issue will be fixed correctly and not a "band-aid" slapped over it with a little black paint Final Business Response / [redacted] (4000, 21, 2015/07/27) */ Contact Name and Title: ron [redacted] partner I had the check ready at the state street store Friday as per my email to you Maria.Ms [redacted] can stop in at the store to pick up the check and sign a form that she has received the check and the "We Owe" slip has been satisfied and taken care of by preferred auto and nothing else is promised from preferred autothank you Ron [redacted] Ms [redacted] needs to ask for Cathy [redacted] at the state street store between 8-and 12-on Monday thru friday OFFER: Final Consumer Response / [redacted] (2000, 29, 2015/10/01) */ Revdex.com contacted the consumer and verified the check was picked up, and this matter is now resolved
Initial Business Response / [redacted] (1000, 5, 2016/10/03) */ This vehicle was sold 100% AS ISThe only item that we had promised the customer was free car washesWe have all of the documents to show that the customer purchased the vehicle AS IS and that we never promised any of the items that they have listedIn the dealership we have signs that state IF there is a extra set of keys it will come with the title workSome vehicles have two sets and some do notThe headsets in the van are normally taken by the previous owner because they have been putting them on there head and we don't like someone else having dirty headsetsIf the headset is still in the box, then we give to the customerOtherwise the customer usually goes to Best Buy and picks up new ones for less than [redacted] The window shade was loose when they took delivery and it was never mentioned a the time of saleThe customer did not mention that after they took delivery, they called us about the gas shutting off when they filled it up and we had them bring the van in and we fixed this item at NO CHARGE to them and did this as a courtesyWe also spoke with ***'s husband about the power door that broke AFTER they took delivery and he agreed to pay for the part and we would pay for the laborSo, we have spent a large amount of money trying to help this customer with items that are not in writing or that were never agreed uponThis customer is asking for repairs to be paid for that we do not feel are our responsibilityThe customer has also spend countless hours on social media blasting us and telling everyone they can that we are liars, distrustful, etcWhy would we even want to help anymore? We have built our business on doing what is right and we have done all that we can to help a customer that just continues to want more and more
Initial Business Response /* (1000, 5, 2017/08/15) */
This jeep was sold AS IS, and the customer knew this when they purchased itWe did, however, have a "We Owe" slip that promised to replace the door handles and the windshieldThese are the only two items that we agreed uponThe service
engine light did come on and the customer had our service department replace the spark plugs and ignition coil at their expense*** had his father come in and talk to me about a noise in the transmission and I had our guys diagnosis the problemI told him that we would repair the transmission and charge them *** I also told them that if they felt like they wanted out of the vehicle that we would be happy to trade them out and into another vehicle*** said that he liked the Jeep and wanted to keep itThe customer then took the Jeep to Summit Transmission and had them repair the transmission for a cost of *** I am not sure why, as I stated before we had agreed to pay for fix the issue for a total of *** My service technician did talk with ***'s father and told him a number of times that the Jeep was sold AS ISThe last thing the customer has said is that they do not want to bad mouth Preferred Auto, and we appreciate thatThe only problem is that they have already posted negative remarks on our Facebook pageI have attached the AS IS form, the WE OWE form, and the Facebook post for you to reviewWe do everything we can to make sure our customers are well taken care of and we have done the same with this customer as we have with all of the others we have sold vehicles to over the past years
Initial Consumer Rebuttal /* (3000, 7, 2017/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to respond to Mr *** responseFirst, I did not bring the vehicle in because of a service light on, I brought it in because of a shuddering noise, like you were driving over rumble stripsI was told it was the spark plugs and ignition coil packs, I was a little doubtful, but ok, this did not solve the problemIf the would have just drove it, they would have known thisWhen we brought it back for the 2nd time, *** went for about a mile ride and knew exactly what the problem was.Second, they did say they would replace the transmission *** then they said *** with a used transmissionThey did not say a rebuilt one and they failed to say they would replace the torque converter, which was the real problemAs far as we knee, they could be going to a junk yard for oneThey failed to mention any kind of warranty with it eitherSummit transmission was much cheaper for their parts, plus I got a year warrantyI believe preferred auto was trying to make money on the transmissionThird, Mr *** did say fair trade, we asked for the full purchase price of the vehicle, since it was bad the minute it was driven off the lot, I would still be out the *** for the spark plugsMr *** reponse was, "we can't do that, we have to make money in the deal"I understand what AS/IS means, but come on, you should be able to drive a vehicle off the lot without it breaking downIt is still my belief that they knew this vehicle's transmission was bad and they failed to diclose it
Final Consumer Response /* (3000, 16, 2017/08/30) */
***Document Attached***
Since Mr *** says they take all their transmission work to summit transmission, and he said originally that preferred auto would pay for the labor, thats where I did take it, and the total labor was *** that there shouldn't be a problem with preferred auto paying thisThis is what I am asking for, and I don't feel that it is unreasonable to ask of themI am sending the pic of the bill
Final Business Response /* (4000, 19, 2017/09/12) */
***,
I just wanted to let you know that we have given *** a check for *** for his repairsHe is very happy and has signed off on a letter that states thisI realize you closed the complaint, but I wanted to share this with you
Thanks for everything,
*** ***, owner
Preferred Automotive Group, Inc
Initial Business Response /* (1000, 5, 2017/06/17) */
We are aware of this situation and have already taken care of the issue. The payoff check was sent to USAA by mistake and we found this out and issued a check to Chase Bank on Monday and had it overnighted. We also called Chase Bank and they...
assured us that his payment was not late and it would not effect his credit. We also paid all of the interest that we due on his loan.
Initial Consumer Rebuttal /* (2000, 7, 2017/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/10/16) */
How can we, as a business, handle a problem that was never brought to our attention? Also, the customer was determined to take the vehicle to a Ford dealer because they have Ford technicians. We have 6 Master Technicians at our service...
departments and also have all of the diagnostic equipment needed to determine a stalling issue. The customer had the vehicle at the Ford store four different times before they got it right? We explained to the customer that he bought the vehicle AS IS, and we apologize for any issues that this may have caused. I did explain to the customer that if we had known about the problem that we could of taken a look at the vehicle in our shop and could of "possibly" helped with some of the cost of the repairs.
Initial Consumer Rebuttal /* (3000, 7, 2017/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel it necessary to repeat my original complaint in detail. Every auto dealer has an obligation to sell their vehicles in good condition. This intermittent problem has taken more than one visit to fix because fault codes were not showing up each time making it difficult to diagnose. The seller also has an obligation to keep the vehicle in good running order especially if it is in their possession for a long period of time. From what I have seen they purchased the Escape at auction in Dec. 2016 and I purchased it in Aug. of this year. I have only found one service record from Preferred's auto center and it was in Dec. 2016. From then until Aug. it appears they only put less than four hundred miles on it.I did not see any records even for periodic oil changes or routine maintenance to keep the vehicle running properly. When I spoke to the sales manager earlier this month he admitted that it is not good for a vehicle to set for a long period of time. To me this is being negligent, especially not driving it very often.
Stating that Ford had the vehicle four times before they got it right was uncalled for. Preferred staff were not there during the service calls so they don't know everything that went on.Not once did I question, or criticize the qualifications/experience of Preferred's mechanics. I wanted Ford techs because their training is Ford-specific. The Ford dealers have readily access to Ford resources, etc. I have done service business with the two local Ford service centers for over twenty years.
I do feel that I am entitled to recoup some of the over [redacted] in parts that it has taken to hopefully get this vehicle in proper running condition.I did have more work since the fuel pump was installed so I am hoping that there will be no more issues as I have invested nearly [redacted] in repairs and preventative maintenance on this vehicle.
Final Business Response /* (4000, 9, 2017/10/31) */
We do not believe that we have misled this customer in any way. We do, however, understand the frustration in what has happened with the vehicle. If he would of brought the vehicle to us, none of this would of happened. We are going to go ahead and cut a check for [redacted] as a "good faith' gesture to help with the repairs. This good faith gesture does not imply in any way that there is a warranty on this vehicle. We will mail the check out as soon as the customer let us know that he is 100% satisfied with the decision.
Final Consumer Response /* (2000, 11, 2017/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/10/03) */
This vehicle was sold 100% AS IS. The only item that we had promised the customer was free car washes. We have all of the documents to show that the customer purchased the vehicle AS IS and that we never promised any of the items that they...
have listed. In the dealership we have signs that state IF there is a extra set of keys it will come with the title work. Some vehicles have two sets and some do not. The headsets in the van are normally taken by the previous owner because they have been putting them on there head and we don't like someone else having dirty headsets. If the headset is still in the box, then we give to the customer. Otherwise the customer usually goes to Best Buy and picks up new ones for less than [redacted] The window shade was loose when they took delivery and it was never mentioned a the time of sale. The customer did not mention that after they took delivery, they called us about the gas shutting off when they filled it up and we had them bring the van in and we fixed this item at NO CHARGE to them and did this as a courtesy. We also spoke with [redacted]'s husband about the power door that broke AFTER they took delivery and he agreed to pay for the part and we would pay for the labor. So, we have spent a large amount of money trying to help this customer with items that are not in writing or that were never agreed upon. This customer is asking for repairs to be paid for that we do not feel are our responsibility. The customer has also spend countless hours on social media blasting us and telling everyone they can that we are liars, distrustful, etc. Why would we even want to help anymore? We have built our business on doing what is right and we have done all that we can to help a customer that just continues to want more and more.
Initial Business Response /* (1000, 7, 2016/11/28) */
[redacted] came to our Lima Rd store on 10/17/2016 and purchased a 2009 Santa Fe. She gave us a [redacted] non refundable deposit to hold the vehicle and take it off of the market. She assured us that she had her own financing and that she would be...
back with a check from her bank. After two weeks of trying to contact her, we finally got a call from her father and he asked us to see if we could help get her financing. We could not get a loan approved for her. We held the car for three weeks, during this time it was off the market and we could not sell this to any other customer. [redacted] knew that this was the case. She now wants her money back, after agreeing that she wanted us to hold the vehicle and take it off the market for her. We do not feel that a refund of her down payment is reasonable, due to the fact that we had told her it was non refundable and that we took it off the market.
Initial Consumer Rebuttal /* (3000, 9, 2016/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
PLEASE REFUND [redacted] OR BE SUED IN SMALL CLAIMS...
Final Business Response /* (4000, 11, 2016/12/09) */
We will send a check out to [redacted]'s address the first of next week for [redacted]
Final Consumer Response /* (2000, 13, 2016/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
CLASS ACT CLEAR UP THIS MATTER IS GREAT, I WILL BE BUYINGA CAR THERE IN APRIL 2017, ONCE I CLEAN-UP MY CREDIT.
IWANT TO THANK ALL MEMBERS AT PREFFERD AUTO AND HAVE A HAPPY HOLIDAY SEASON.
JG
P.S. RECEIVE REFUND CHECK IN THE AMOUNT [redacted]
Initial Business Response /* (1000, 8, 2015/07/16) */
Contact Name and Title: Ron [redacted]
Contact Phone: XXX-XXXX
Contact Email: [redacted]@preferredautogroup.com
We have been in contact with the customer and have asked her to bring the vehicle in and we would supply her with a vehicle to drive...
while we fixed the repair that was done. Sometimes moisture will work its way into body work and the result is a small bubble in the paint, and this is what happened. I am the owner of the store and have been working with [redacted]. We do not send any body work out to other shops. We have a bodyshop that does all of our work and is extremely good at what he does. If the customer would please contact me at XXX-XXXX, we will do what we promised and repair the small rust area again.
OFFER:
same as response
Initial Consumer Rebuttal /* (3000, 10, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept the response from Ron [redacted] Preferred Auto had been in contact with me about the situation in the beginning when the rust spot was originally present. Correct, I was given a loaner car to drive while they had my car repaired. However, I have not had sufficient contact with Preferred since. Not until Tuesday 7/7. All other attempts to get the reoccurring issue resolved had been delayed. It was on 7/7 my boss contacted Ron about the status of the repair again... At this point, I feel the only reason I had been contacted back was because my boss reached out to Ron. The agreement then, between Steve [redacted] and I was that on FRIDAY 7/10 Steve and the repair tech would come over to my work (less than 5 minutes away) and look at the vehicle. When Steve and the repair tech did not show up and did not contact me about canceling or rescheduling, this is when I filed with Revdex.com. Since 7/7 I have had no other contact attempts made by anyone from Preferred. At this time I am standing firm with my request to have an outside body shop such as 14/69 Auto Body repair my vehicle. The bubble that is present again, is directly above small rust spots that can be seen and felt on the under side of the wheel well/ driver side passenger fender. Again, this tells me the vehicle was not repaired correctly and that not all the rust present was removed the first time. Therefore, the body tech that is claimed to be "very good" has not performed at quality expectations. This is the exact reason I was afraid if my vehicle did not get repaired correctly, how many times am I going to have to keep going back for their guy to fix it again and again. Eventually, if not repaired correctly, this rusted area is going to spread and I [redacted] then have bigger issues dealing with rust. There are no other signs of the body rusting that could be of concern. When I expressed my concerns I was told to trust them, so I did. The repairs are not up to expectations since the issue has returned- within 4 weeks of the original repair. Again, I am firm with my request that Preferred Auto have my vehicle repaired at an outside body shop- one that is reputable and I know this issue will be fixed correctly and not a "band-aid" slapped over it with a little black paint.
Final Business Response /* (4000, 21, 2015/07/27) */
Contact Name and Title: ron [redacted] partner
I had the check ready at the state street store Friday as per my email to you Maria.Ms. [redacted] can stop in at the store to pick up the check and sign a form that she has received the check and the "We Owe" slip has been satisfied and taken care of by preferred auto and nothing else is promised from preferred auto. thank you
Ron [redacted]
Ms. [redacted] needs to ask for Cathy [redacted] at the state street store between 8-11 and 12-5 on Monday thru friday
OFFER:
Final Consumer Response /* (2000, 29, 2015/10/01) */
Revdex.com contacted the consumer and verified the check was picked up, and this matter is now resolved.
Initial Business Response / [redacted] (1000, 7, 2016/11/28) */ [redacted] came to our Lima Rd store on 10/17/and purchased a Santa FeShe gave us a [redacted] non refundable deposit to hold the vehicle and take it off of the marketShe assured us that she had her own financing and that she would be back with a check from her bankAfter two weeks of trying to contact her, we finally got a call from her father and he asked us to see if we could help get her financingWe could not get a loan approved for herWe held the car for three weeks, during this time it was off the market and we could not sell this to any other customer [redacted] knew that this was the caseShe now wants her money back, after agreeing that she wanted us to hold the vehicle and take it off the market for herWe do not feel that a refund of her down payment is reasonable, due to the fact that we had told her it was non refundable and that we took it off the market Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) PLEASE REFUND [redacted] OR BE SUED IN SMALL CLAIMS Final Business Response / [redacted] (4000, 11, 2016/12/09) */ We will send a check out to [redacted] 's address the first of next week for [redacted] Final Consumer Response / [redacted] (2000, 13, 2016/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) CLASS ACT CLEAR UP THIS MATTER IS GREAT, I WILL BE BUYINGA CAR THERE IN APRIL 2017, ONCE I CLEMY CREDIT IWANT TO THANK ALL MEMBERS AT PREFFERD AUTO AND HAVE A HAPPY HOLIDAY SEASON JG P.SRECEIVE REFUND CHECK IN THE AMOUNT [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/07/16) */ Contact Name and Title: Ron [redacted] Contact Phone: XXX-XXXX Contact Email: [redacted] @preferredautogroup.com We have been in contact with the customer and have asked her to bring the vehicle in and we would supply her with a vehicle to drive while we fixed the repair that was doneSometimes moisture will work its way into body work and the result is a small bubble in the paint, and this is what happenedI am the owner of the store and have been working with [redacted] We do not send any body work out to other shopsWe have a bodyshop that does all of our work and is extremely good at what he doesIf the customer would please contact me at XXX-XXXX, we will do what we promised and repair the small rust area again OFFER: same as response Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept the response from Ron [redacted] Preferred Auto had been in contact with me about the situation in the beginning when the rust spot was originally presentCorrect, I was given a loaner car to drive while they had my car repairedHowever, I have not had sufficient contact with Preferred sinceNot until Tuesday 7/All other attempts to get the reoccurring issue resolved had been delayedIt was on 7/my boss contacted Ron about the status of the repair againAt this point, I feel the only reason I had been contacted back was because my boss reached out to RonThe agreement then, between Steve [redacted] and I was that on FRIDAY 7/Steve and the repair tech would come over to my work (less than minutes away) and look at the vehicleWhen Steve and the repair tech did not show up and did not contact me about canceling or rescheduling, this is when I filed with Revdex.comSince 7/I have had no other contact attempts made by anyone from PreferredAt this time I am standing firm with my request to have an outside body shop such as 14/Auto Body repair my vehicleThe bubble that is present again, is directly above small rust spots that can be seen and felt on the under side of the wheel well/ driver side passenger fenderAgain, this tells me the vehicle was not repaired correctly and that not all the rust present was removed the first timeTherefore, the body tech that is claimed to be "very good" has not performed at quality expectationsThis is the exact reason I was afraid if my vehicle did not get repaired correctly, how many times am I going to have to keep going back for their guy to fix it again and againEventually, if not repaired correctly, this rusted area is going to spread and I [redacted] then have bigger issues dealing with rustThere are no other signs of the body rusting that could be of concernWhen I expressed my concerns I was told to trust them, so I didThe repairs are not up to expectations since the issue has returned- within weeks of the original repairAgain, I am firm with my request that Preferred Auto have my vehicle repaired at an outside body shop- one that is reputable and I know this issue will be fixed correctly and not a "band-aid" slapped over it with a little black paint Final Business Response / [redacted] (4000, 21, 2015/07/27) */ Contact Name and Title: ron [redacted] partner I had the check ready at the state street store Friday as per my email to you Maria.Ms [redacted] can stop in at the store to pick up the check and sign a form that she has received the check and the "We Owe" slip has been satisfied and taken care of by preferred auto and nothing else is promised from preferred autothank you Ron [redacted] Ms [redacted] needs to ask for Cathy [redacted] at the state street store between 8-and 12-on Monday thru friday OFFER: Final Consumer Response / [redacted] (2000, 29, 2015/10/01) */ Revdex.com contacted the consumer and verified the check was picked up, and this matter is now resolved
Initial Business Response / [redacted] (1000, 5, 2016/10/03) */ This vehicle was sold 100% AS ISThe only item that we had promised the customer was free car washesWe have all of the documents to show that the customer purchased the vehicle AS IS and that we never promised any of the items that they have listedIn the dealership we have signs that state IF there is a extra set of keys it will come with the title workSome vehicles have two sets and some do notThe headsets in the van are normally taken by the previous owner because they have been putting them on there head and we don't like someone else having dirty headsetsIf the headset is still in the box, then we give to the customerOtherwise the customer usually goes to Best Buy and picks up new ones for less than [redacted] The window shade was loose when they took delivery and it was never mentioned a the time of saleThe customer did not mention that after they took delivery, they called us about the gas shutting off when they filled it up and we had them bring the van in and we fixed this item at NO CHARGE to them and did this as a courtesyWe also spoke with ***'s husband about the power door that broke AFTER they took delivery and he agreed to pay for the part and we would pay for the laborSo, we have spent a large amount of money trying to help this customer with items that are not in writing or that were never agreed uponThis customer is asking for repairs to be paid for that we do not feel are our responsibilityThe customer has also spend countless hours on social media blasting us and telling everyone they can that we are liars, distrustful, etcWhy would we even want to help anymore? We have built our business on doing what is right and we have done all that we can to help a customer that just continues to want more and more
Initial Business Response /* (1000, 5, 2017/08/15) */
This jeep was sold AS IS, and the customer knew this when they purchased itWe did, however, have a "We Owe" slip that promised to replace the door handles and the windshieldThese are the only two items that we agreed uponThe service
engine light did come on and the customer had our service department replace the spark plugs and ignition coil at their expense*** had his father come in and talk to me about a noise in the transmission and I had our guys diagnosis the problemI told him that we would repair the transmission and charge them *** I also told them that if they felt like they wanted out of the vehicle that we would be happy to trade them out and into another vehicle*** said that he liked the Jeep and wanted to keep itThe customer then took the Jeep to Summit Transmission and had them repair the transmission for a cost of *** I am not sure why, as I stated before we had agreed to pay for fix the issue for a total of *** My service technician did talk with ***'s father and told him a number of times that the Jeep was sold AS ISThe last thing the customer has said is that they do not want to bad mouth Preferred Auto, and we appreciate thatThe only problem is that they have already posted negative remarks on our Facebook pageI have attached the AS IS form, the WE OWE form, and the Facebook post for you to reviewWe do everything we can to make sure our customers are well taken care of and we have done the same with this customer as we have with all of the others we have sold vehicles to over the past years
Initial Consumer Rebuttal /* (3000, 7, 2017/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to respond to Mr *** responseFirst, I did not bring the vehicle in because of a service light on, I brought it in because of a shuddering noise, like you were driving over rumble stripsI was told it was the spark plugs and ignition coil packs, I was a little doubtful, but ok, this did not solve the problemIf the would have just drove it, they would have known thisWhen we brought it back for the 2nd time, *** went for about a mile ride and knew exactly what the problem was.Second, they did say they would replace the transmission *** then they said *** with a used transmissionThey did not say a rebuilt one and they failed to say they would replace the torque converter, which was the real problemAs far as we knee, they could be going to a junk yard for oneThey failed to mention any kind of warranty with it eitherSummit transmission was much cheaper for their parts, plus I got a year warrantyI believe preferred auto was trying to make money on the transmissionThird, Mr *** did say fair trade, we asked for the full purchase price of the vehicle, since it was bad the minute it was driven off the lot, I would still be out the *** for the spark plugsMr *** reponse was, "we can't do that, we have to make money in the deal"I understand what AS/IS means, but come on, you should be able to drive a vehicle off the lot without it breaking downIt is still my belief that they knew this vehicle's transmission was bad and they failed to diclose it
Final Consumer Response /* (3000, 16, 2017/08/30) */
***Document Attached***
Since Mr *** says they take all their transmission work to summit transmission, and he said originally that preferred auto would pay for the labor, thats where I did take it, and the total labor was *** that there shouldn't be a problem with preferred auto paying thisThis is what I am asking for, and I don't feel that it is unreasonable to ask of themI am sending the pic of the bill
Final Business Response /* (4000, 19, 2017/09/12) */
***,
I just wanted to let you know that we have given *** a check for *** for his repairsHe is very happy and has signed off on a letter that states thisI realize you closed the complaint, but I wanted to share this with you
Thanks for everything,
*** ***, owner
Preferred Automotive Group, Inc
Initial Business Response /* (1000, 5, 2017/06/17) */
We are aware of this situation and have already taken care of the issue. The payoff check was sent to USAA by mistake and we found this out and issued a check to Chase Bank on Monday and had it overnighted. We also called Chase Bank and they...
assured us that his payment was not late and it would not effect his credit. We also paid all of the interest that we due on his loan.
Initial Consumer Rebuttal /* (2000, 7, 2017/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/10/16) */
How can we, as a business, handle a problem that was never brought to our attention? Also, the customer was determined to take the vehicle to a Ford dealer because they have Ford technicians. We have 6 Master Technicians at our service...
departments and also have all of the diagnostic equipment needed to determine a stalling issue. The customer had the vehicle at the Ford store four different times before they got it right? We explained to the customer that he bought the vehicle AS IS, and we apologize for any issues that this may have caused. I did explain to the customer that if we had known about the problem that we could of taken a look at the vehicle in our shop and could of "possibly" helped with some of the cost of the repairs.
Initial Consumer Rebuttal /* (3000, 7, 2017/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel it necessary to repeat my original complaint in detail. Every auto dealer has an obligation to sell their vehicles in good condition. This intermittent problem has taken more than one visit to fix because fault codes were not showing up each time making it difficult to diagnose. The seller also has an obligation to keep the vehicle in good running order especially if it is in their possession for a long period of time. From what I have seen they purchased the Escape at auction in Dec. 2016 and I purchased it in Aug. of this year. I have only found one service record from Preferred's auto center and it was in Dec. 2016. From then until Aug. it appears they only put less than four hundred miles on it.I did not see any records even for periodic oil changes or routine maintenance to keep the vehicle running properly. When I spoke to the sales manager earlier this month he admitted that it is not good for a vehicle to set for a long period of time. To me this is being negligent, especially not driving it very often.
Stating that Ford had the vehicle four times before they got it right was uncalled for. Preferred staff were not there during the service calls so they don't know everything that went on.Not once did I question, or criticize the qualifications/experience of Preferred's mechanics. I wanted Ford techs because their training is Ford-specific. The Ford dealers have readily access to Ford resources, etc. I have done service business with the two local Ford service centers for over twenty years.
I do feel that I am entitled to recoup some of the over [redacted] in parts that it has taken to hopefully get this vehicle in proper running condition.I did have more work since the fuel pump was installed so I am hoping that there will be no more issues as I have invested nearly [redacted] in repairs and preventative maintenance on this vehicle.
Final Business Response /* (4000, 9, 2017/10/31) */
We do not believe that we have misled this customer in any way. We do, however, understand the frustration in what has happened with the vehicle. If he would of brought the vehicle to us, none of this would of happened. We are going to go ahead and cut a check for [redacted] as a "good faith' gesture to help with the repairs. This good faith gesture does not imply in any way that there is a warranty on this vehicle. We will mail the check out as soon as the customer let us know that he is 100% satisfied with the decision.
Final Consumer Response /* (2000, 11, 2017/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/10/03) */
This vehicle was sold 100% AS IS. The only item that we had promised the customer was free car washes. We have all of the documents to show that the customer purchased the vehicle AS IS and that we never promised any of the items that they...
have listed. In the dealership we have signs that state IF there is a extra set of keys it will come with the title work. Some vehicles have two sets and some do not. The headsets in the van are normally taken by the previous owner because they have been putting them on there head and we don't like someone else having dirty headsets. If the headset is still in the box, then we give to the customer. Otherwise the customer usually goes to Best Buy and picks up new ones for less than [redacted] The window shade was loose when they took delivery and it was never mentioned a the time of sale. The customer did not mention that after they took delivery, they called us about the gas shutting off when they filled it up and we had them bring the van in and we fixed this item at NO CHARGE to them and did this as a courtesy. We also spoke with [redacted]'s husband about the power door that broke AFTER they took delivery and he agreed to pay for the part and we would pay for the labor. So, we have spent a large amount of money trying to help this customer with items that are not in writing or that were never agreed upon. This customer is asking for repairs to be paid for that we do not feel are our responsibility. The customer has also spend countless hours on social media blasting us and telling everyone they can that we are liars, distrustful, etc. Why would we even want to help anymore? We have built our business on doing what is right and we have done all that we can to help a customer that just continues to want more and more.
Initial Business Response /* (1000, 7, 2016/11/28) */
[redacted] came to our Lima Rd store on 10/17/2016 and purchased a 2009 Santa Fe. She gave us a [redacted] non refundable deposit to hold the vehicle and take it off of the market. She assured us that she had her own financing and that she would be...
back with a check from her bank. After two weeks of trying to contact her, we finally got a call from her father and he asked us to see if we could help get her financing. We could not get a loan approved for her. We held the car for three weeks, during this time it was off the market and we could not sell this to any other customer. [redacted] knew that this was the case. She now wants her money back, after agreeing that she wanted us to hold the vehicle and take it off the market for her. We do not feel that a refund of her down payment is reasonable, due to the fact that we had told her it was non refundable and that we took it off the market.
Initial Consumer Rebuttal /* (3000, 9, 2016/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
PLEASE REFUND [redacted] OR BE SUED IN SMALL CLAIMS...
Final Business Response /* (4000, 11, 2016/12/09) */
We will send a check out to [redacted]'s address the first of next week for [redacted]
Final Consumer Response /* (2000, 13, 2016/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
CLASS ACT CLEAR UP THIS MATTER IS GREAT, I WILL BE BUYINGA CAR THERE IN APRIL 2017, ONCE I CLEAN-UP MY CREDIT.
IWANT TO THANK ALL MEMBERS AT PREFFERD AUTO AND HAVE A HAPPY HOLIDAY SEASON.
JG
P.S. RECEIVE REFUND CHECK IN THE AMOUNT [redacted]
Initial Business Response /* (1000, 8, 2015/07/16) */
Contact Name and Title: Ron [redacted]
Contact Phone: XXX-XXXX
Contact Email: [redacted]@preferredautogroup.com
We have been in contact with the customer and have asked her to bring the vehicle in and we would supply her with a vehicle to drive...
while we fixed the repair that was done. Sometimes moisture will work its way into body work and the result is a small bubble in the paint, and this is what happened. I am the owner of the store and have been working with [redacted]. We do not send any body work out to other shops. We have a bodyshop that does all of our work and is extremely good at what he does. If the customer would please contact me at XXX-XXXX, we will do what we promised and repair the small rust area again.
OFFER:
same as response
Initial Consumer Rebuttal /* (3000, 10, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept the response from Ron [redacted] Preferred Auto had been in contact with me about the situation in the beginning when the rust spot was originally present. Correct, I was given a loaner car to drive while they had my car repaired. However, I have not had sufficient contact with Preferred since. Not until Tuesday 7/7. All other attempts to get the reoccurring issue resolved had been delayed. It was on 7/7 my boss contacted Ron about the status of the repair again... At this point, I feel the only reason I had been contacted back was because my boss reached out to Ron. The agreement then, between Steve [redacted] and I was that on FRIDAY 7/10 Steve and the repair tech would come over to my work (less than 5 minutes away) and look at the vehicle. When Steve and the repair tech did not show up and did not contact me about canceling or rescheduling, this is when I filed with Revdex.com. Since 7/7 I have had no other contact attempts made by anyone from Preferred. At this time I am standing firm with my request to have an outside body shop such as 14/69 Auto Body repair my vehicle. The bubble that is present again, is directly above small rust spots that can be seen and felt on the under side of the wheel well/ driver side passenger fender. Again, this tells me the vehicle was not repaired correctly and that not all the rust present was removed the first time. Therefore, the body tech that is claimed to be "very good" has not performed at quality expectations. This is the exact reason I was afraid if my vehicle did not get repaired correctly, how many times am I going to have to keep going back for their guy to fix it again and again. Eventually, if not repaired correctly, this rusted area is going to spread and I [redacted] then have bigger issues dealing with rust. There are no other signs of the body rusting that could be of concern. When I expressed my concerns I was told to trust them, so I did. The repairs are not up to expectations since the issue has returned- within 4 weeks of the original repair. Again, I am firm with my request that Preferred Auto have my vehicle repaired at an outside body shop- one that is reputable and I know this issue will be fixed correctly and not a "band-aid" slapped over it with a little black paint.
Final Business Response /* (4000, 21, 2015/07/27) */
Contact Name and Title: ron [redacted] partner
I had the check ready at the state street store Friday as per my email to you Maria.Ms. [redacted] can stop in at the store to pick up the check and sign a form that she has received the check and the "We Owe" slip has been satisfied and taken care of by preferred auto and nothing else is promised from preferred auto. thank you
Ron [redacted]
Ms. [redacted] needs to ask for Cathy [redacted] at the state street store between 8-11 and 12-5 on Monday thru friday
OFFER:
Final Consumer Response /* (2000, 29, 2015/10/01) */
Revdex.com contacted the consumer and verified the check was picked up, and this matter is now resolved.