S and G Medical Supply, Inc.

I spoke with *** and this is what I have for youThe Acadia was purchased "as is" with no warranty of any kindThere are separate places where she signed acknowledging thatI will have both documents emailed to youIn the state of Virginia we realize that we can only warranty what we say we
will and nothing moreAnything we sell, for the most part, with over 100,miles will sold "as is"We are very sad that she had a problem and do our best to ensure these cars are right when they leave herePlease let us know if you need anything further.*** ***

This is the response to ID***, ***, As I've learned from years of being in this business there always two sides to every story! I've talked to every sales consultant that was near the conversation that went on between ***, ** and Mr ***No one had
the same story that Mr *** wrote about, so I had *** and ** answer in writing their response to Mr *** letterMr *** also the same day went to our service Department and made demands to our Service manager about an issue on his vehicle due to the warranty was about to expireHe demanded that *** *** open a repair order on that date so as it was still under the time frameWell it doesn't work that way and he was explained that but didn't want to wait "again without an appointment in service just like in the sales department" he was offer by Mr *** that he would do his best to work it in that day but that didn't work for Mr ***! One thing Mr Billy Craft taught me in this business or any business sometimes it comes to a point with some customers "you are better off without their business" and after talking and reading Mr *** letter writing on both sides of this story I believe its in the best interest of the customer and Billy Craft Honda that we do part waysThanks *** ***, Vpres, GM

The entine complaint lodged by Mr*** is based on the fact he believes he paidMSRP fon his Civic lease dated 12/31/In fact, we have shown Mr*** the truesale price from the transaction to be $below our advertised special at the time.The MSRP is listed on the contract in orden to show how the residual value isdeterminedMr*** is unwilling to accept the fact his intenpretation of thecontract from years prior is incornectIn addition, the buyout price from Hondafor the residual amount on the Civic is non-negotiableAgain, Mr*** mistakenlybelieves Billy Craft Honda should make the option to purchase the car negotiable.We even took the time to look into his options on purchasing the car and found thepayoff included his Personal Property taxes due to the CountyWe were in contactwith him trying to help him through the process, but continued to find ourselvesneeding to explain basic math to himOn his final unscheduled visit to BCH, Mr.*** came in with his younger daughter on the next to Last day of the month desiringto argue more about his lease agreement from years priorMr*** again triedto explain leasing to the customer, but was confronted with Mr***'s unwillingnessto understand how good of a deal his previous lease had beenIn reading thecomplaint from the customer, we find the initially listed date to be incorrect andthe entire letter filled with rsentences and comments which confuse the facts.Mr***'s desired settlement is laughable and totally out of line fon anyone totake seriouslyMr*** attempted to answer Mr***'s questions in aprofessional manner until the customer's ignorance and unwillingness to listen toreason left him no alternative other than to end the discussion.On Friday Dec 30th, Mr *** came in to refute his leaseI wanted to be clear about thisbased on the way the customer talked to Mr*** *** and myselfMr ***embarrassed himself and his daughter, a lesson to any child on how not to act, especiallywhen your looking for someone to help youHe claimed he paid the manufacturerssuggested retail price and because of that he wanted to be compensated on his leasebuyoutHe wanted us to discount his lease end purchase by $which is somethingthat cannot be doneOur sales staff that day immediately knew something was not rightwith Mr*** as they witnessed the argumentative and overbearing tone in his voice ashe spoke to *** ***.It is our first priority to help every customer that walks in our dealershipMy intentionwas to help Mr*** myselfUnbeknownst to me the manor in which he was speaking toMr*** as the scene unraveledI knew my FI manger had left min prior to Mr.*** arriving I knew that Mr*** would wait for at least minWhen I got up to helpMr*** is about the time Mr *** approached me and told me about the situation,explaining to me that Mr *** was being extremely rude and would I please go and talkwith him.I came over to Mr***, introduced myself and asked how I could help himMr***explained "I leased my car from BCH years ago and I paid an exorbitant price on mylease"I paid MSRP"(Which we found out later he paid an extremely competitiveprice.) "I want you to discount my lease buyout by $dollars since I paid to much!"I explained to Mr*** as professionally as I could that the Lease End Value or residualcould not be altered at allI continued to explain to Mr*** that the residual is based onthe MSRP regardless of what you actually pay for the car or how much equity you putinto it, the lease end value or buyout will be unchanged"Show me" he belligerentlyexclaimed! I apologized to Mr*** and told him that I didn't have the time and before Icould finish my sentence He started ranting, "you don't have time, you don't have time"!It was quite embarrassing for his daughter as she tilted her head downI excused myselfbriefly as he started following me through the show room yelling at me"what's yourname, what's your name? If Mr*** would have continued to disrupt business I wasgoing to ask him to leave and not returnThis is a similar encounter our service managerhad experienced from Mr***I prayed for Mr *** that night and also for his daughterhe had embarrassed.Regretfully,*** ***Sales managerBilly Craft Honda

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards, ***

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I understand that I bought the car as is and that I signed the papers. My problem was that the same day I bught it home the transmition light came on.  I called Bill Craft and they say they wanted me to get it looked at. I feel like there was a problem with my car before I bought it. I just had to pay money I didnt have to fix it. I feel like there was something wrong with it before.
Regards,
[redacted]