We are always interested in making sure that our technicians are trained to the highest level and work with uncompromising integrityWe welcome the opportunity to reinspect the vehicle to determine if any recommendations were made in errorOnce 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 apologiesBased on how our system works when a contact is made through the website, a salesperson is notifiedUnfortunately, in this case, the salesperson did not make himself aware of the details of the contact before reaching out to the customerThere 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 concernSales calls to an unhappy customer is not a procedure that we support so again, please accept our apologies for that misstep
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 upMrB [redacted] has since referred me to yet another manager, Greg L***, who I have called and emailed but has not responded.We had a contract with the dealerTaylor told us we were moving forward with the $46,price that was offered and we acceptedNotice in MrB***'s response, he does not dispute thatWe relied on the contract, causing me to drive to the dealership to get the estimateWhen we did not accept the bait and switch of taking a less desirable and $11,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 Decwithout giving us an opportunity to resolve the issuePrior to that sale, I verbally told Taylor we wanted that car and instructed him to keep the depositI also sent Taylor a text message at 2:pm confirming that instruction, which was disregarded by MrB [redacted] and the sales people at the dealershipPresumably, the dealership sold the car for a higher priceWhen we spoke with MrB [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, ***Among other things, the dealership's practices constitute unfair and deceptive trade practices in violation of the Colorado Consumer Protection Act Sincerely, [redacted]
I have reviewed the file with Bryan Reese my Finance managerI 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
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] ***
No refund will be providedThe vehicle has been re-inspected for any residual smell and there is noneAfter 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 carIt was allowed to air out from the air purifier for several hours and then the vehicle was returned to the customerThe customer requested we bring the car in for an additional inspection of the smellIt was brought in and evaluated by several dealership employees including the owner and president of Sill-TerHar MotorsThere is no perfume smell in the car and specifically no perfume smell from under the two seats where the air fresheners were locatedMany 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 squeakThe vehicle was road tested and no additional brake noise was evidentThe brake issue is resolved and no safety issue was ever present.Tell us why here
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 gestureThe customer has not accepted this offer nor has our position changedIf 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
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 repairThe 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 visitBecause 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 onThe battery was so low that the vehicle needed to be jump started after the alignment portion of the recallWe 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 timeWe 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 met with [redacted] on two seperate meetingsI have listened to ***s concernsTo address these concerns I have facilitated several measuresThe vehicle was negotiated by Mr [redacted] with full knoledge that the vehicle was a demonstrator unitThe body shop manager did acknowedge taking the car to service for a blind spot malfunctionCar was repaired and put back into serviceat the ***e the car was returned from the body shop to sales department for sale, no evidence of malfunction existedcar has been maintained and is covered under warrantyrepaired by certified techniciansno coorespondance would take place between sales and service at this pointdue to lengthy service appointment with Mr [redacted] , I offered a complimentary spray in liner as good faith of his concernsmy third meeting with ***, I offered to trade him out of the trcuk and into a modelDue to a lack of left over model inventory, I explained the added cost to the customerSill-Terhar has gone to great lengths to hear Mr [redacted] s concernsWe 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 meThis was never about money, I simply don't want to be treated rudely by the staff like I was last timeAlso, 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 tiresFinally, it would be great if I could have an appointment scheduled to take care of this for things to go smoothlyI'd like to avoid any further conflict with staff Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The smell is still in the carI have had people smell the car and the smell is still thereI removed the gum and hand sanitizer even thought the smell was perfume not cinnamon and the smell is still very much thereIt is worse when the air conditioning or heat is on in the vehicleThe smell is also more noticeable in the rear seats of the carI am still getting a rash on my face and chest whenever I drive the vehicleMy 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 etcThey were also told to replace the cabin air filter none of which was doneI had the vehicle airing out this weekend and drove it this morning and I am having the same issues as before with the allergic reactionI even put baking soda in the car to try and absorb the odor but to know availAt this point I am suffering because I am forced to drive the vehicle even though I am having allergic reactions every time I doI have repeatedly asked that the car be properly cleaned and that has not happenedI feel that I am being discriminated against not only because I am a woman but because of my disabilityI ask that the smell be removed or the vehicle be replaced with one that does not have this odorThe car was fine until they put the air freshener in it now I am suffering every time I get into the carI 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]
My name is Jeff B [redacted] and I am the [redacted] sales manager and have spoken with both [redacted] and [redacted] on 12/ 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,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/and we would revisit on 12/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]
We are always interested in making sure that our technicians are trained to the highest level and work with uncompromising integrityWe welcome the opportunity to reinspect the vehicle to determine if any recommendations were made in errorOnce 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 apologiesBased on how our system works when a contact is made through the website, a salesperson is notifiedUnfortunately, in this case, the salesperson did not make himself aware of the details of the contact before reaching out to the customerThere 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 concernSales calls to an unhappy customer is not a procedure that we support so again, please accept our apologies for that misstep
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 upMrB [redacted] has since referred me to yet another manager, Greg L***, who I have called and emailed but has not responded.We had a contract with the dealerTaylor told us we were moving forward with the $46,price that was offered and we acceptedNotice in MrB***'s response, he does not dispute thatWe relied on the contract, causing me to drive to the dealership to get the estimateWhen we did not accept the bait and switch of taking a less desirable and $11,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 Decwithout giving us an opportunity to resolve the issuePrior to that sale, I verbally told Taylor we wanted that car and instructed him to keep the depositI also sent Taylor a text message at 2:pm confirming that instruction, which was disregarded by MrB [redacted] and the sales people at the dealershipPresumably, the dealership sold the car for a higher priceWhen we spoke with MrB [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, ***Among other things, the dealership's practices constitute unfair and deceptive trade practices in violation of the Colorado Consumer Protection Act Sincerely, [redacted]
I have reviewed the file with Bryan Reese my Finance managerI 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
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] ***
No refund will be providedThe vehicle has been re-inspected for any residual smell and there is noneAfter 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 carIt was allowed to air out from the air purifier for several hours and then the vehicle was returned to the customerThe customer requested we bring the car in for an additional inspection of the smellIt was brought in and evaluated by several dealership employees including the owner and president of Sill-TerHar MotorsThere is no perfume smell in the car and specifically no perfume smell from under the two seats where the air fresheners were locatedMany 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 squeakThe vehicle was road tested and no additional brake noise was evidentThe brake issue is resolved and no safety issue was ever present.Tell us why here
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 gestureThe customer has not accepted this offer nor has our position changedIf 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
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 repairThe 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 visitBecause 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 onThe battery was so low that the vehicle needed to be jump started after the alignment portion of the recallWe 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 timeWe 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 met with [redacted] on two seperate meetingsI have listened to ***s concernsTo address these concerns I have facilitated several measuresThe vehicle was negotiated by Mr [redacted] with full knoledge that the vehicle was a demonstrator unitThe body shop manager did acknowedge taking the car to service for a blind spot malfunctionCar was repaired and put back into serviceat the ***e the car was returned from the body shop to sales department for sale, no evidence of malfunction existedcar has been maintained and is covered under warrantyrepaired by certified techniciansno coorespondance would take place between sales and service at this pointdue to lengthy service appointment with Mr [redacted] , I offered a complimentary spray in liner as good faith of his concernsmy third meeting with ***, I offered to trade him out of the trcuk and into a modelDue to a lack of left over model inventory, I explained the added cost to the customerSill-Terhar has gone to great lengths to hear Mr [redacted] s concernsWe 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 meThis was never about money, I simply don't want to be treated rudely by the staff like I was last timeAlso, 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 tiresFinally, it would be great if I could have an appointment scheduled to take care of this for things to go smoothlyI'd like to avoid any further conflict with staff Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The smell is still in the carI have had people smell the car and the smell is still thereI removed the gum and hand sanitizer even thought the smell was perfume not cinnamon and the smell is still very much thereIt is worse when the air conditioning or heat is on in the vehicleThe smell is also more noticeable in the rear seats of the carI am still getting a rash on my face and chest whenever I drive the vehicleMy 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 etcThey were also told to replace the cabin air filter none of which was doneI had the vehicle airing out this weekend and drove it this morning and I am having the same issues as before with the allergic reactionI even put baking soda in the car to try and absorb the odor but to know availAt this point I am suffering because I am forced to drive the vehicle even though I am having allergic reactions every time I doI have repeatedly asked that the car be properly cleaned and that has not happenedI feel that I am being discriminated against not only because I am a woman but because of my disabilityI ask that the smell be removed or the vehicle be replaced with one that does not have this odorThe car was fine until they put the air freshener in it now I am suffering every time I get into the carI 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]
My name is Jeff B [redacted] and I am the [redacted] sales manager and have spoken with both [redacted] and [redacted] on 12/ 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,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/and we would revisit on 12/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]