Complaint: ***
I am rejecting this response because:Despite making several attempts to reach the dealership they have chosen not to respond or call back, while claiming they are willing to work with meHow could a dealership fail to document a critical defect (they failed because it did not pre-exist but was generated while they worked on my car) and notify me but were able to notify me of all the small issues the car had. So far I have left several messages with the service director and the GM but no one has bothered to call me backThis should be published as a public response so other customers are aware of this and refrain from using the dealership! I guess the dealers are aware the state and federal laws don't take any action on such issues and hence they play with innocent customersMoreover not everyone can afford a lawyer to take action on such dealers hence they tend to stay under the radar and seem to get away after causing grief to customers. A lawyer asks for $300/hour consultation fee hence people just move on rather than taking the dealers to court for their wrongdoings. Very disappointing that there are no Government services out there to address such issues for tax payers. Regards*** ***
Sincerely,
*** ***
We accept full responsability with this customerWe are taking steps internally to send the customer a check directMy apologies for this oversight on our part.Greg L***
We are sorry to hear that *** *** is receiving unwanted mailHe has been removed from being "allowed" to receive any mail or email communications directly from our dealershipAdditionally, he has been added to our Global Opt Out groupPlease see attachedWe have forwarded the request to the
manufacturer to try to have the customer removed from those mailings as well
We offered to split the cost of two tires to Mr*** which would have been one tire each for us and one tire for Mr***There is no financial obligation on Sill-Terhar motors part due to manufacture defect or negligenceAny financial consideration on our part would be strictly customer
satisfactionSince Mr*** is no longer interested in participating in the tire replacement costs, I assume he is no longer desiring to be a future customerThe tire wear can be directly attributed to operator habits, as proclaimed by the customer himself.Regards,*** *** General Manager Sill-Terhar Motors
Our commitment to split the tire cost remains the sameIf the customer does not rotate tires and continues to drive in the mountains the same thing will happen again. *** ***
Complaint: ***
I am rejecting this response because:The dealership knew that the vehicle had a history of electrical issues, despite their denials, as evidenced by the service records dating back to January They failed to disclose this informationHad I known of the history of the electrical problems, I would not have purchased the vehicleMr*** denied all knowledge of any prior electrical issues, which I easily obtained from the service department
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:It makes no senseAround 35% of this driving happened on straight, flat roads and I asked their agent what "aggressive turns" meantHe said that turns miles above the speed limit were aggressiveAre they saying that I am taking turns going up and down the canyon, during rush hour, at 65-70MPH??? Sounds like someone who's never driven that road beforeI wouldn't be typing this if that were the case.Also, as I said, I have a dashcam and I have hours and hours of HD footage that can show I do not in fact drive like they are suggestingThe problem is the tiresTheir own technician admitted this when he said, "I don't put the rubber on them." I indicated that I am not going to split the difference on bad tires after being treated incredibly rudely by their staff because splitting the difference was a compromise on my part out of good willI haven't received any good will from this company since purchasing this vehicle, so why should I offer any?
Although the customer was offered and declined an extended warranty at the time of purchase, Sill-Terhar has offered several services at no cost to the customer including diagnostics for check engine light and two sets of pads and rotors (one of which the pads were supplied by the customer) as...
gestures of goodwill. The brake system has been inspected and no problem has been found. The expected duration of brake pad and rotor life depends greatly on the driving style, mileage, and vehicle use by the customer. Sill-TerHar has agreed to continue looking for any future brake issues when the vehicle is brought in for maintenance service. Customer has declined all maintenance so far suggested by Sill-T[redacted]Customer expressed concern to Molly about the transmission issue being a sensor issue since the customer had a friend with a similar experience. Molly asked the customer to provide more specific information about which sensor she was referring to and Molly never received a call back from the customer with the information to investigate further.The statement of the incident with the truck downshifting to 1st gear and wheels locking up has not been brought to Sill-TerHar’s attention until this Revdex.com complaint. We would be happy to diagnose this concern should the truck be brought to us. Since the customer has no extended warranty coverage and vehicle was purchased “as is”, diagnostics and repair will be at the expense of the customer. Having already supplied the customer with multiple goodwill offers, no further goodwill offers will be made at this time.
Initial Business Response /* (1000, 5, 2015/09/21) */
This is our problem!!
We believed this was handled but....
We just got new credit card machines and found out that using a transaction# for a credit does not work. We now need the credit card#, date of expiration and phone # to issue a...
credit.
We are trying to contact [redacted] to get the information needed to issue a credit.
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The situation was resolved in a satisfactory manner.
No refund will be provided. The vehicle has been re-inspected for any residual smell and there is none. After being informed of the owner’s allergy, the vehicle was brought in, the air freshener pads that were placed under the drivers and passenger seats were removed, the area was cleaned and an air...
purifier was used in the car. It was allowed to air out from the air purifier for several hours and then the vehicle was returned to the customer. The customer requested we bring the car in for an additional inspection of the smell. It was brought in and evaluated by several dealership employees including the owner and president of Sill-TerHar Motors. There is no perfume smell in the car and specifically no perfume smell from under the two seats where the air fresheners were located. Many noted a strong smell from the cinnamon gum and it was noted that there are several bottles of fragrance-added hand sanitizer in the vehicle. No further action will be taken since the air freshener smell is no longer present.The vehicle has been re-inspected and the brake pads and rotors, both front and rear, were replaced due to the brake squeak. The vehicle was road tested and no additional brake noise was evident. The brake issue is resolved and no safety issue was ever present.Tell us why here...
I have met with [redacted] on two seperate meetings. I have listened to [redacted]s concerns. To address these concerns I have facilitated several measures.1. The vehicle was negotiated by Mr [redacted] with full knoledge that the vehicle was a demonstrator unit.2. The body shop manager did acknowedge...
taking the car to service for a blind spot malfunction. Car was repaired and put back into service.3. at the [redacted]e the car was returned from the body shop to sales department for sale, no evidence of malfunction existed.4. car has been maintained and is covered under warranty. repaired by certified technicians. no coorespondance would take place between sales and service at this point. 5. due to lengthy service appointment with Mr. [redacted], I offered a complimentary spray in liner as good faith of his concerns.6. my third meeting with [redacted], I offered to trade him out of the trcuk and into a 2018 model. Due to a lack of left over 2017 model inventory, I explained the added cost to the customer. Sill-Terhar has gone to great lengths to hear Mr. [redacted]s concerns. We have worked to rectify issues with the vehicle, and have offered our take on the options that we could excersise with Mr [redacted] on his customer satisfaction.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Without your involvement, it does not appear that the dealership is willing to resolve this matter but, instead is giving us the runaround, using delay tactics with the hopes we get frustrated and give up. Mr. B[redacted] has since referred me to yet another manager, Greg L[redacted], who I have called and emailed but has not responded.We had a contract with the dealer. Taylor told us we were moving forward with the $46,039 price that was offered and we accepted. Notice in Mr. B[redacted]'s response, he does not dispute that. We relied on the contract, causing me to drive to the dealership to get the estimate. When we did not accept the bait and switch of taking a less desirable and $11,000 more expensive vehicle and did not agree to let them change the contract, and even though we had a deposit down on the car we wanted, since our last filing we have learned that the dealership disregarded the deposit and sold the car to someone else on Dec. 21 without giving us an opportunity to resolve the issue. Prior to that sale, I verbally told Taylor we wanted that car and instructed him to keep the deposit. I also sent Taylor a text message at 2:45 pm confirming that instruction, which was disregarded by Mr. B[redacted] and the sales people at the dealership. Presumably, the dealership sold the car for a higher price. When we spoke with Mr. B[redacted] on the evening of 12/21, he hid the fact that they had disregarded our deposit and sold the car and finally admitted what they had done when confronted with specific questions from my wife, [redacted]. Among other things, the dealership's practices constitute unfair and deceptive trade practices in violation of the Colorado Consumer Protection Act.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The smell is still in the car. I have had 6 people smell the car and the smell is still there. I removed the gum and hand sanitizer even thought the smell was perfume not cinnamon and the smell is still very much there. It is worse when the air conditioning or heat is on in the vehicle. The smell is also more noticeable in the rear seats of the car. I am still getting a rash on my face and chest whenever I drive the vehicle. My father talked with [redacted] at [redacted] Corporate and they advised Sill Ter-Har that they needed to clean the car and remove all scent from the carpets, seats, headliner etc. They were also told to replace the cabin air filter none of which was done. I had the vehicle airing out this weekend and drove it this morning and I am having the same issues as before with the allergic reaction. I even put baking soda in the car to try and absorb the odor but to know avail. At this point I am suffering because I am forced to drive the vehicle even though I am having allergic reactions every time I do. I have repeatedly asked that the car be properly cleaned and that has not happened. I feel that I am being discriminated against not only because I am a woman but because of my disability. I ask that the smell be removed or the vehicle be replaced with one that does not have this odor. The car was fine until they put the air freshener in it now I am suffering every time I get into the car. I have numerous pictures and witnesses to the reactions from the car that are willing to testify that the odor is still there and that the rashes are occurring.
Sincerely,
[redacted]
We understand the customer’s frustration but in this case, there was no negligence on the part of the technician causing the issue and therefore the dealer will not cover the entire cost of the needed repair. The first technician to work on the car noted the check engine light on when he pulled the...
car in to be worked on so the light was on prior to the visit. Because of the bad battery there is no way for us to pull a historical reading of the check engine light codes to demonstrate previous times the light had been on. The battery was so low that the vehicle needed to be jump started after the alignment portion of the recall. We have explained to the customer that often a very low battery voltage can cause a check engine light to be on and since the car clearly had battery issues prior to being brought in for the recalls and the customer declined the battery replacement, there was nothing further we could do to diagnose the check engine light at the time. We regret not having communicated the check engine light with the battery replacement suggestion (as we incorrectly made the assumption that the customer knew about the light since it was on at arrival) and so we have offered to the customer to cover the cost of the labor for the check engine light repair as a goodwill gesture.
I have reviewed the file with Bryan Reese my Finance manager. I apologize that this issue has not been resolved.I am comfortable with the customers request, and will seek no action on the hail damage claim.[redacted]Sill-Terhar Motors
My name is Jeff B[redacted] and I am the [redacted] sales manager and have spoken with both [redacted] and [redacted] on 12/21. In talking with them explained that the price that they were expecting to pay for the [redacted] was not possible because of an error that occured within [redacted]. I offered to help them...
find a vehicle which they desired but in no way shape or form would the price of the vehicle be $46,000 as that price that they had previously received was done in error. There was not a contract written up or proposed before taking a deposit and once the error in pricing was caught we let the customers know that the price that they were requesting could not be met. Upon talking with both [redacted] and [redacted] I offered I couple of different vehicle options and other avenues that I could pursue in helping in the pricing of the vehicle and amount that I could buy their vehicle from them for to show good faith that their was no bait and switch going on just pricing on a vehicle that could not be obtained. They were going to speak on the night of 12/21 and we would revisit on 12/22 to see what they would like for me to do and how I can help. They understood why the mistake was made but still wanted to hold Sill TerHar responsible for the price quote. We are working towards a solution in the pricing of the vehicle that is acceptable for both parties. Amoung the options that were presented to them was a [redacted] because of the discount on the vehicle that I could pass along to them, but it was not the vehicle that they desired so we moved on to another [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. This was never about money, I simply don't want to be treated rudely by the staff like I was last time. Also, I would like guidance on best practices (such as when to rotate my tires) in order to prevent this issue as I am not deliberately trying to ruin my tires. Finally, it would be great if I could have an appointment scheduled to take care of this for things to go smoothly. I'd like to avoid any further conflict with staff.
Sincerely,
[redacted]
We are always interested in making sure that our technicians are trained to the highest level and work with uncompromising integrity. We welcome the opportunity to reinspect the vehicle to determine if any recommendations were made in error. Once we have inspected the vehicle and the repair that was...
performed, we can determine if any refund of diagnostic fees is reasonable.With regard to the sales call, please accept our apologies. Based on how our system works when a contact is made through the website, a salesperson is notified. Unfortunately, in this case, the salesperson did not make himself aware of the details of the contact before reaching out to the customer. There was no bad intent on the part of the salesperson and he notified a manager of the complaint only to learn that the Service Director had already reached out, via email, to the customer with an offer to help resolve the concern. Sales calls to an unhappy customer is not a procedure that we support so again, please accept our apologies for that misstep.
We regret not having communicated the check engine light with the battery replacement suggestion (as we incorrectly made the assumption that the customer knew about the light since it was on at arrival) and so we have offered to the customer to cover the cost of the labor for the check engine light repair as a goodwill gesture. The customer has not accepted this offer nor has our position changed. If the customer would like to accept the offer of the labor as a goodwill gesture, he simply needs to contact the manager at the Mazda department to schedule.
Complaint: ***
I am rejecting this response because:Despite making several attempts to reach the dealership they have chosen not to respond or call back, while claiming they are willing to work with meHow could a dealership fail to document a critical defect (they failed because it did not pre-exist but was generated while they worked on my car) and notify me but were able to notify me of all the small issues the car had. So far I have left several messages with the service director and the GM but no one has bothered to call me backThis should be published as a public response so other customers are aware of this and refrain from using the dealership! I guess the dealers are aware the state and federal laws don't take any action on such issues and hence they play with innocent customersMoreover not everyone can afford a lawyer to take action on such dealers hence they tend to stay under the radar and seem to get away after causing grief to customers. A lawyer asks for $300/hour consultation fee hence people just move on rather than taking the dealers to court for their wrongdoings. Very disappointing that there are no Government services out there to address such issues for tax payers. Regards*** ***
Sincerely,
*** ***
We accept full responsability with this customerWe are taking steps internally to send the customer a check directMy apologies for this oversight on our part.Greg L***
We are sorry to hear that *** *** is receiving unwanted mailHe has been removed from being "allowed" to receive any mail or email communications directly from our dealershipAdditionally, he has been added to our Global Opt Out groupPlease see attachedWe have forwarded the request to the
manufacturer to try to have the customer removed from those mailings as well
We offered to split the cost of two tires to Mr*** which would have been one tire each for us and one tire for Mr***There is no financial obligation on Sill-Terhar motors part due to manufacture defect or negligenceAny financial consideration on our part would be strictly customer
satisfactionSince Mr*** is no longer interested in participating in the tire replacement costs, I assume he is no longer desiring to be a future customerThe tire wear can be directly attributed to operator habits, as proclaimed by the customer himself.Regards,*** *** General Manager Sill-Terhar Motors
Our commitment to split the tire cost remains the sameIf the customer does not rotate tires and continues to drive in the mountains the same thing will happen again. *** ***
Complaint: ***
I am rejecting this response because:The dealership knew that the vehicle had a history of electrical issues, despite their denials, as evidenced by the service records dating back to January They failed to disclose this informationHad I known of the history of the electrical problems, I would not have purchased the vehicleMr*** denied all knowledge of any prior electrical issues, which I easily obtained from the service department
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:It makes no senseAround 35% of this driving happened on straight, flat roads and I asked their agent what "aggressive turns" meantHe said that turns miles above the speed limit were aggressiveAre they saying that I am taking turns going up and down the canyon, during rush hour, at 65-70MPH??? Sounds like someone who's never driven that road beforeI wouldn't be typing this if that were the case.Also, as I said, I have a dashcam and I have hours and hours of HD footage that can show I do not in fact drive like they are suggestingThe problem is the tiresTheir own technician admitted this when he said, "I don't put the rubber on them." I indicated that I am not going to split the difference on bad tires after being treated incredibly rudely by their staff because splitting the difference was a compromise on my part out of good willI haven't received any good will from this company since purchasing this vehicle, so why should I offer any?
Although the customer was offered and declined an extended warranty at the time of purchase, Sill-Terhar has offered several services at no cost to the customer including diagnostics for check engine light and two sets of pads and rotors (one of which the pads were supplied by the customer) as...
gestures of goodwill. The brake system has been inspected and no problem has been found. The expected duration of brake pad and rotor life depends greatly on the driving style, mileage, and vehicle use by the customer. Sill-TerHar has agreed to continue looking for any future brake issues when the vehicle is brought in for maintenance service. Customer has declined all maintenance so far suggested by Sill-T[redacted]Customer expressed concern to Molly about the transmission issue being a sensor issue since the customer had a friend with a similar experience. Molly asked the customer to provide more specific information about which sensor she was referring to and Molly never received a call back from the customer with the information to investigate further.The statement of the incident with the truck downshifting to 1st gear and wheels locking up has not been brought to Sill-TerHar’s attention until this Revdex.com complaint. We would be happy to diagnose this concern should the truck be brought to us. Since the customer has no extended warranty coverage and vehicle was purchased “as is”, diagnostics and repair will be at the expense of the customer. Having already supplied the customer with multiple goodwill offers, no further goodwill offers will be made at this time.
Initial Business Response /* (1000, 5, 2015/09/21) */
This is our problem!!
We believed this was handled but....
We just got new credit card machines and found out that using a transaction# for a credit does not work. We now need the credit card#, date of expiration and phone # to issue a...
credit.
We are trying to contact [redacted] to get the information needed to issue a credit.
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The situation was resolved in a satisfactory manner.
No refund will be provided. The vehicle has been re-inspected for any residual smell and there is none. After being informed of the owner’s allergy, the vehicle was brought in, the air freshener pads that were placed under the drivers and passenger seats were removed, the area was cleaned and an air...
purifier was used in the car. It was allowed to air out from the air purifier for several hours and then the vehicle was returned to the customer. The customer requested we bring the car in for an additional inspection of the smell. It was brought in and evaluated by several dealership employees including the owner and president of Sill-TerHar Motors. There is no perfume smell in the car and specifically no perfume smell from under the two seats where the air fresheners were located. Many noted a strong smell from the cinnamon gum and it was noted that there are several bottles of fragrance-added hand sanitizer in the vehicle. No further action will be taken since the air freshener smell is no longer present.The vehicle has been re-inspected and the brake pads and rotors, both front and rear, were replaced due to the brake squeak. The vehicle was road tested and no additional brake noise was evident. The brake issue is resolved and no safety issue was ever present.Tell us why here...
I have met with [redacted] on two seperate meetings. I have listened to [redacted]s concerns. To address these concerns I have facilitated several measures.1. The vehicle was negotiated by Mr [redacted] with full knoledge that the vehicle was a demonstrator unit.2. The body shop manager did acknowedge...
taking the car to service for a blind spot malfunction. Car was repaired and put back into service.3. at the [redacted]e the car was returned from the body shop to sales department for sale, no evidence of malfunction existed.4. car has been maintained and is covered under warranty. repaired by certified technicians. no coorespondance would take place between sales and service at this point. 5. due to lengthy service appointment with Mr. [redacted], I offered a complimentary spray in liner as good faith of his concerns.6. my third meeting with [redacted], I offered to trade him out of the trcuk and into a 2018 model. Due to a lack of left over 2017 model inventory, I explained the added cost to the customer. Sill-Terhar has gone to great lengths to hear Mr. [redacted]s concerns. We have worked to rectify issues with the vehicle, and have offered our take on the options that we could excersise with Mr [redacted] on his customer satisfaction.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Without your involvement, it does not appear that the dealership is willing to resolve this matter but, instead is giving us the runaround, using delay tactics with the hopes we get frustrated and give up. Mr. B[redacted] has since referred me to yet another manager, Greg L[redacted], who I have called and emailed but has not responded.We had a contract with the dealer. Taylor told us we were moving forward with the $46,039 price that was offered and we accepted. Notice in Mr. B[redacted]'s response, he does not dispute that. We relied on the contract, causing me to drive to the dealership to get the estimate. When we did not accept the bait and switch of taking a less desirable and $11,000 more expensive vehicle and did not agree to let them change the contract, and even though we had a deposit down on the car we wanted, since our last filing we have learned that the dealership disregarded the deposit and sold the car to someone else on Dec. 21 without giving us an opportunity to resolve the issue. Prior to that sale, I verbally told Taylor we wanted that car and instructed him to keep the deposit. I also sent Taylor a text message at 2:45 pm confirming that instruction, which was disregarded by Mr. B[redacted] and the sales people at the dealership. Presumably, the dealership sold the car for a higher price. When we spoke with Mr. B[redacted] on the evening of 12/21, he hid the fact that they had disregarded our deposit and sold the car and finally admitted what they had done when confronted with specific questions from my wife, [redacted]. Among other things, the dealership's practices constitute unfair and deceptive trade practices in violation of the Colorado Consumer Protection Act.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The smell is still in the car. I have had 6 people smell the car and the smell is still there. I removed the gum and hand sanitizer even thought the smell was perfume not cinnamon and the smell is still very much there. It is worse when the air conditioning or heat is on in the vehicle. The smell is also more noticeable in the rear seats of the car. I am still getting a rash on my face and chest whenever I drive the vehicle. My father talked with [redacted] at [redacted] Corporate and they advised Sill Ter-Har that they needed to clean the car and remove all scent from the carpets, seats, headliner etc. They were also told to replace the cabin air filter none of which was done. I had the vehicle airing out this weekend and drove it this morning and I am having the same issues as before with the allergic reaction. I even put baking soda in the car to try and absorb the odor but to know avail. At this point I am suffering because I am forced to drive the vehicle even though I am having allergic reactions every time I do. I have repeatedly asked that the car be properly cleaned and that has not happened. I feel that I am being discriminated against not only because I am a woman but because of my disability. I ask that the smell be removed or the vehicle be replaced with one that does not have this odor. The car was fine until they put the air freshener in it now I am suffering every time I get into the car. I have numerous pictures and witnesses to the reactions from the car that are willing to testify that the odor is still there and that the rashes are occurring.
Sincerely,
[redacted]
We understand the customer’s frustration but in this case, there was no negligence on the part of the technician causing the issue and therefore the dealer will not cover the entire cost of the needed repair. The first technician to work on the car noted the check engine light on when he pulled the...
car in to be worked on so the light was on prior to the visit. Because of the bad battery there is no way for us to pull a historical reading of the check engine light codes to demonstrate previous times the light had been on. The battery was so low that the vehicle needed to be jump started after the alignment portion of the recall. We have explained to the customer that often a very low battery voltage can cause a check engine light to be on and since the car clearly had battery issues prior to being brought in for the recalls and the customer declined the battery replacement, there was nothing further we could do to diagnose the check engine light at the time. We regret not having communicated the check engine light with the battery replacement suggestion (as we incorrectly made the assumption that the customer knew about the light since it was on at arrival) and so we have offered to the customer to cover the cost of the labor for the check engine light repair as a goodwill gesture.
I have reviewed the file with Bryan Reese my Finance manager. I apologize that this issue has not been resolved.I am comfortable with the customers request, and will seek no action on the hail damage claim.[redacted]Sill-Terhar Motors
My name is Jeff B[redacted] and I am the [redacted] sales manager and have spoken with both [redacted] and [redacted] on 12/21. In talking with them explained that the price that they were expecting to pay for the [redacted] was not possible because of an error that occured within [redacted]. I offered to help them...
find a vehicle which they desired but in no way shape or form would the price of the vehicle be $46,000 as that price that they had previously received was done in error. There was not a contract written up or proposed before taking a deposit and once the error in pricing was caught we let the customers know that the price that they were requesting could not be met. Upon talking with both [redacted] and [redacted] I offered I couple of different vehicle options and other avenues that I could pursue in helping in the pricing of the vehicle and amount that I could buy their vehicle from them for to show good faith that their was no bait and switch going on just pricing on a vehicle that could not be obtained. They were going to speak on the night of 12/21 and we would revisit on 12/22 to see what they would like for me to do and how I can help. They understood why the mistake was made but still wanted to hold Sill TerHar responsible for the price quote. We are working towards a solution in the pricing of the vehicle that is acceptable for both parties. Amoung the options that were presented to them was a [redacted] because of the discount on the vehicle that I could pass along to them, but it was not the vehicle that they desired so we moved on to another [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. This was never about money, I simply don't want to be treated rudely by the staff like I was last time. Also, I would like guidance on best practices (such as when to rotate my tires) in order to prevent this issue as I am not deliberately trying to ruin my tires. Finally, it would be great if I could have an appointment scheduled to take care of this for things to go smoothly. I'd like to avoid any further conflict with staff.
Sincerely,
[redacted]
We are always interested in making sure that our technicians are trained to the highest level and work with uncompromising integrity. We welcome the opportunity to reinspect the vehicle to determine if any recommendations were made in error. Once we have inspected the vehicle and the repair that was...
performed, we can determine if any refund of diagnostic fees is reasonable.With regard to the sales call, please accept our apologies. Based on how our system works when a contact is made through the website, a salesperson is notified. Unfortunately, in this case, the salesperson did not make himself aware of the details of the contact before reaching out to the customer. There was no bad intent on the part of the salesperson and he notified a manager of the complaint only to learn that the Service Director had already reached out, via email, to the customer with an offer to help resolve the concern. Sales calls to an unhappy customer is not a procedure that we support so again, please accept our apologies for that misstep.
We regret not having communicated the check engine light with the battery replacement suggestion (as we incorrectly made the assumption that the customer knew about the light since it was on at arrival) and so we have offered to the customer to cover the cost of the labor for the check engine light repair as a goodwill gesture. The customer has not accepted this offer nor has our position changed. If the customer would like to accept the offer of the labor as a goodwill gesture, he simply needs to contact the manager at the Mazda department to schedule.