The Range

Initial Business Response / [redacted] (1000, 5, 2017/02/06) */ The Vibe in question was a trade in here on 7/14/It showed no accidents on the Autocheck history report, we inspected and changed the oilWe also noted a check engine light with code Pwhich is an evap leak caused by a loose gas gapWe also replaced brake lamp bulbs that were not functioningBrakes and tires checked out well and no visible problems under the carThe Vibe's condition was for a year old vehicle with [redacted] milesThe Customers decided to purchase the Vibe and after we filled the tank with fuel before they were to arrive, we noticed a fuel leakOf course we would never ignore a fuel leak, and informed customers we would have to repair before we could let them take the carThe leak was coming from a bad seal on top of the tank and was only noticeable because we filled the tank completely fullWhen we replaced the seal, we noted rust pits that could cause future problems so we replaced tank with a brand new oneWe apologized for the delay, but assumed the customer would not want a faulty fuel tankAs for the list of repairs done after the purchase, we can only speculateWe did not hear a word from the customer until they had already taken the vehicle in for repairsSo they paid "retail price" to a "trusted" repair shop for repairs the Vibe may or may not have neededWe sold them the Vibe "AS IS" no warrantyThey knew this fact and signed two documents stating "AS IS" including the official "Buyer's Guide" and the actual "Buyer's order"Approximately three to four months after the Customer purchased the Vibe "AS IS", we received a visit from the Customer's mother informing us of the repairs performed, and demanding we participateWe listened and responded with the following statements: #this was an "As Is" purchase#Even though we sell vehicles outside of warranty, we often help when a customer has an issue immediately after the purchase if they bring it back#The customer made no attempt to inform us that an issue existed#We would never pay retail to a non certified, non GM trained technician without prior approvalWe help many people when they come to us with a problemWe get the vehicle in our shop, diagnose the issue, and make a repair after agreeing with the customer on a course of actionIt is very unreasonable to expect us to trust some independent repair shop who is in the business of making money to repair this vehicle without our approval or inputRegardless of that fact, we agreed to "help" with the first repair since it happened only a month after the "As is" purchaseThe Customer's mother apparently equated "help" as paying for the whole [redacted] billAt no point did we say we would pay the whole billWe paid [redacted] to help with a [redacted] repair which we have no idea if it was needed or notWe were under no obligation and offered as a gesture of good willAs for the 2nd grocery list of repairs that were done on this carIt is highly unlikely that these repairs were neededThe Osensor could have caused the check engine light months after purchaseThere is no way we could have predicted that might happen months after purchaseA converter issue would have been obvious...the Vibe would not be able to acceleratePower would have been very lowThat was definitely not the case when the Vibe was driven off this lotAgain, no way that could have been predictedWe could say the same things for the rest of the list, except to say that a year old car with year old parts will have issues eventuallyIt is our opinion that the Vibe was in good working order, and probably still would be without most of the repairs done without our knowledge or authorization We are guilty of not investigating the outstanding recalls on this VibeWe apologize and have no excuse for that oversightThe recalls were performed and completed We are always upset when a customer has a bad experience with a vehicle we sold themWe have never and would never purposely misrepresent our productsWe have maintained an excellent reputation of quality and service for over years in our communityIt upsets us when anyone tries to insult our integrity and honesty without having first given us the opportunity to correct a bad situationThat is exactly what is happening in this caseThe only opportunity was given to an outside mechanic whose sole job is to make money fixing carsThen we are accused of being disreputable after trying to help months after decisions were made without our knowledge We understand that this vehicle cost the customer more than she, and definitely us, expectedWe also now understand that the customer's mother perceived that we agreed to pay [redacted] We will offer another [redacted] to fulfill that perception, if the customer acknowledges that any repair that was expected for us to pay should have been discussed with us before repair was completedThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I could not take off work, nor could my daughter miss college classes, to try to drive a car that may or may not have made it an hour away to [redacted] When we took the car in to Hiday for the recall repairs that had not been done before selling it to us, we tried to have them also give us their opinion/estimate on the other repairs we had not had done yet, including specifically asking them to check specific items, but it was like we were speaking in another language - all they seemed to understand were the recalls, and no mention of anything else was ever given to our inquiriesThis wasn't about money - although it was a major financial hit that I still haven't recovered fromIt's about honestyMy mother did not go in demanding payment - she was trying to make them aware that the car was a piece of junk and we weren't happy [redacted] said he would see if they would do anything, left, then came back saying no one was around to ask, to check back laterWhen she did, the story quickly changed as to how if was all our fault for not bringing it in there (again an hour away with a 'check engine' light on)and it was 'as is'I have purchased used cars in my life from various dealers, and have NEVER had this much trouble with all of them combined in the more than years of owning vehiclesI know it was "as is", but I did not realize "as is" is the same to Hiday as it is to a random individual on CraigslistI have no reason to question our repair shop (same for over years who are always busy, and frankly, don't need/do un-necessary repairs), while I have yet to have any reason to believe anything from Hiday - either in sales or repairsThere were problems before the ink even dried, if this car was checked out before being sold- then I wouldn't trust their workThat is the point - it was sold as having been checked out as safe and in good repair by supposedly certified mechanicsThat's why I went through a dealer instead of an individual, unfortunately, I chose the wrong dealer Final Business Response / [redacted] (4000, 9, 2017/02/21) */ The customer has refused our offer and that brings this issue to a close as far as we are concernedWe wish nothing but the best to this person, and will agree to disagreeWe will continue to offer first class service and honest business practices like we have for over yearsThank you

Initial Business Response /* (1000, 5, 2017/02/06) */
The 2003 Vibe in question was a trade in here on 7/14/16. It showed no accidents on the Autocheck history report, we inspected and changed the oil. We also noted a check engine light with code P0442 which is an evap leak caused by a loose gas...

gap. We also replaced brake lamp bulbs that were not functioning. Brakes and tires checked out well and no visible problems under the car. The Vibe's condition was normal for a 13 year old vehicle with [redacted] miles. The Customers decided to purchase the Vibe and after we filled the tank with fuel before they were to arrive, we noticed a fuel leak. Of course we would never ignore a fuel leak, and informed customers we would have to repair before we could let them take the car. The leak was coming from a bad seal on top of the tank and was only noticeable because we filled the tank completely full. When we replaced the seal, we noted rust pits that could cause future problems so we replaced tank with a brand new one. We apologized for the delay, but assumed the customer would not want a faulty fuel tank. As for the list of repairs done after the purchase, we can only speculate. We did not hear a word from the customer until they had already taken the vehicle in for repairs. So they paid "retail price" to a "trusted" repair shop for repairs the Vibe may or may not have needed. We sold them the Vibe "AS IS" no warranty. They knew this fact and signed two documents stating "AS IS" including the official "Buyer's Guide" and the actual "Buyer's order". Approximately three to four months after the Customer purchased the Vibe "AS IS", we received a visit from the Customer's mother informing us of the repairs performed, and demanding we participate. We listened and responded with the following statements: #1 this was an "As Is" purchase. #2 Even though we sell vehicles outside of warranty, we often help when a customer has an issue immediately after the purchase if they bring it back. #3 The customer made no attempt to inform us that an issue existed. #4 We would never pay retail to a non certified, non GM trained technician without prior approval. We help many people when they come to us with a problem. We get the vehicle in our shop, diagnose the issue, and make a repair after agreeing with the customer on a course of action. It is very unreasonable to expect us to trust some independent repair shop who is in the business of making money to repair this vehicle without our approval or input. Regardless of that fact, we agreed to "help" with the first repair since it happened only a month after the "As is" purchase. The Customer's mother apparently equated "help" as paying for the whole [redacted] bill. At no point did we say we would pay the whole bill. We paid [redacted] to help with a [redacted] repair which we have no idea if it was needed or not. We were under no obligation and offered as a gesture of good will. As for the 2nd grocery list of repairs that were done on this car. It is highly unlikely that these repairs were needed. The O2 sensor could have caused the check engine light 3 months after purchase. There is no way we could have predicted that might happen months after purchase. A converter issue would have been obvious...the Vibe would not be able to accelerate. Power would have been very low. That was definitely not the case when the Vibe was driven off this lot. Again, no way that could have been predicted. We could say the same things for the rest of the list, except to say that a 13 year old car with 13 year old parts will have issues eventually. It is our opinion that the Vibe was in good working order, and probably still would be without most of the repairs done without our knowledge or authorization.
We are guilty of not investigating the outstanding recalls on this Vibe. We apologize and have no excuse for that oversight. The recalls were performed and completed.
We are always upset when a customer has a bad experience with a vehicle we sold them. We have never and would never purposely misrepresent our products. We have maintained an excellent reputation of quality and service for over 40 years in our community. It upsets us when anyone tries to insult our integrity and honesty without having first given us the opportunity to correct a bad situation. That is exactly what is happening in this case. The only opportunity was given to an outside mechanic whose sole job is to make money fixing cars. Then we are accused of being disreputable after trying to help months after decisions were made without our knowledge.
We understand that this vehicle cost the customer more than she, and definitely us, expected. We also now understand that the customer's mother perceived that we agreed to pay [redacted] We will offer another [redacted] to fulfill that perception, if the customer acknowledges that any repair that was expected for us to pay should have been discussed with us before repair was completed. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I could not take off work, nor could my daughter miss college classes, to try to drive a car that may or may not have made it an hour away to [redacted]. When we took the car in to Hiday for the recall repairs that had not been done before selling it to us, we tried to have them also give us their opinion/estimate on the other repairs we had not had done yet, including specifically asking them to check specific items, but it was like we were speaking in another language - all they seemed to understand were the recalls, and no mention of anything else was ever given to our inquiries. This wasn't about money - although it was a major financial hit that I still haven't recovered from. It's about honesty. My mother did not go in demanding payment - she was trying to make them aware that the car was a piece of junk and we weren't happy. [redacted] said he would see if they would do anything, left, then came back saying no one was around to ask, to check back later. When she did, the story quickly changed as to how if was all our fault for not bringing it in there (again an hour away with a 'check engine' light on)and it was 'as is'. I have purchased 5 used cars in my life from various dealers, and have NEVER had this much trouble with all of them combined in the more than 30 years of owning vehicles. I know it was "as is", but I did not realize "as is" is the same to Hiday as it is to a random individual on Craigslist. I have no reason to question our repair shop (same for over 20 years who are always busy, and frankly, don't need/do un-necessary repairs), while I have yet to have any reason to believe anything from Hiday - either in sales or repairs. There were problems before the ink even dried, if this car was checked out before being sold- then I wouldn't trust their work. That is the point - it was sold as having been checked out as safe and in good repair by supposedly certified mechanics. That's why I went through a dealer instead of an individual, unfortunately, I chose the wrong dealer.
Final Business Response /* (4000, 9, 2017/02/21) */
The customer has refused our offer and that brings this issue to a close as far as we are concerned. We wish nothing but the best to this person, and will agree to disagree. We will continue to offer first class service and honest business practices like we have for over 40 years. Thank you.