Initial Business Response /* (1000, 5, 2017/10/05) */
After setting down with the customer and listening to his concerns, we were able to work out a solution to the problem agreed upon by both parties
03/12/Complaint ID: *** While it is unfortunate this customer is having mechanical issues with their vehicle, buying a vehicle should be a great expeirenceHaving issues with a vehicle is very fustratingIn this case we cannot be responsible for issues affecting a vehicle years oldI
am glad the customer purchased an extended service contract so most of the cost associated with the repairs were coverd and no large out of pocket expenses were incurredThe extended servcie contract comes with rental coverage, so the customer would have even had the option for alternate transportationWhile it is true, we cannot do all repair work to a Volkswagon, the customer chose to buy this pre-owend vehicle from usAs the sales manager stated, this customer has the option to trade this vehicle at our dealership or any other dealership if they are not happy with the vehicleIt sounds like at the time the customer tried to trade the vehicle at our dealership we did not have any pre-owned vehicles fitting the customers needs or budgetTrading the vehicle for another would be the only remedy we would have to help the customerWe would be happy to help in this process, but the customer has the option of choosing any dealership, just as they did when they purchased this vehicleRegards, *** *** General Manager Warsaw Buick GMC Chrysler
Initial Business Response /* (1000, 5, 2015/10/06) */
Contact Name and Title: Ted ***, General Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@warsawautoplex.com
As a retail automotive dealer in the state of Indiana we are required to fill out all documents as required by Indiana law
The documents were completed and the customer was able to get his plates as he statedIn Indiana we do not collect local Illinois taxes, just State taxHad we not done this correctly, the customer would not have been able to complete his transaction in the state of IllinoisAlso, in the state of Indiana if a dealer charges a documentation fee, all customers must be charged this with out exceptionMy wife and Children pay this documentation fee, it is non refundable and not discriminated where a customer lives, how they pay for the vehicle or how much a vehicle is
As for the front license plate bracket, I apologize for our lack of internal communication on something as small as thisIt is our goal for 100% customer satisfactionIn fact we were one of only two GMC dealer in the state to receive General Motors Mark of Excellence for customer satisfaction last year
OFFER:
We would be happy to refund the customer $for the license plate bracket
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The paperwork that was mailed to me did not show any tax was collectedThis caused license and title application problems for me resulting in phone calls to the dealership and time wasted at the Illinois DMVMy time and frustration was due to the incorrectly filled paperworkThe license plate bracket plus mounting screws and my time to mount it was worth at least $The time wasted at the Illinois DMV is worth $to meIt doesn't matter to me what the dealer calls the reimbursement but payment to me of $is required for my satisfaction
Final Business Response /* (4030, 13, 2015/10/21) */
Anyone who has ever been to the BMV understands they do not give you your plates if you do not have the correct informationThis customer has his plates, paid his local tax as is the law and has been reimbursed for the front license plate he purchasedIt is unfortunate we had an internal miscue and the customer had to purchase this on his own, we should have handled this betterAs for the idea of owing this customer an arbitrary monetary compensation is completely ridiculousWhat are these values based on ?? At this time I am willing to agree to disagree with this customerHe has his plates, been reimbursed for the front license plate bracket and now wants arbitrary compensationOur AAA rating with Revdex.com stands on it' s own on how we conduct business and our customers will have to form their own opinions based on our past track record
Final Consumer Response /* (2000, 9, 2017/07/06) */
Warsaw Buick GMC did send me a refund check for the *** that they charge me for the diagnostic fee no other contact has been made regarding fixing the issue, however, I am satisfied with this resolutionAfter the issues I've had, I would not
let them fix my vehicle anywayThey have lost all of my trust
Initial Business Response /* (1000, 5, 2017/08/30) */
It is unfortunate this customer is having problems with a vehicle they purchased. Issues with a vehicle you just purchased can be frustrating. In this case, however, the customer purchased a 10 year old vehicle. This vehicle was sold "as-is"...
and I have attached 3 forms signed by the customer, clearly stating this vehicle had no warranty. You will notice the 'Buyer Beware" form has 5 line items initialed by the customer and signed at the bottom. This form is almost comical, but certainly explains the terms of the sale in no uncertain terms. We pride ourselves in making transparent transactions and making sure our customers fully understand the conditions of the sale. With the 3 documents I have provided, it should be evident the dealership had, and has no obligation to repair this vehicle. Any good will we provided the customer went above and beyond the conditions and terms of the sale.
Initial Business Response /* (1000, 5, 2017/10/05) */
After setting down with the customer and listening to his concerns, we were able to work out a solution to the problem agreed upon by both parties
03/12/Complaint ID: *** While it is unfortunate this customer is having mechanical issues with their vehicle, buying a vehicle should be a great expeirenceHaving issues with a vehicle is very fustratingIn this case we cannot be responsible for issues affecting a vehicle years oldI
am glad the customer purchased an extended service contract so most of the cost associated with the repairs were coverd and no large out of pocket expenses were incurredThe extended servcie contract comes with rental coverage, so the customer would have even had the option for alternate transportationWhile it is true, we cannot do all repair work to a Volkswagon, the customer chose to buy this pre-owend vehicle from usAs the sales manager stated, this customer has the option to trade this vehicle at our dealership or any other dealership if they are not happy with the vehicleIt sounds like at the time the customer tried to trade the vehicle at our dealership we did not have any pre-owned vehicles fitting the customers needs or budgetTrading the vehicle for another would be the only remedy we would have to help the customerWe would be happy to help in this process, but the customer has the option of choosing any dealership, just as they did when they purchased this vehicleRegards, *** *** General Manager Warsaw Buick GMC Chrysler
Initial Business Response /* (1000, 5, 2015/10/06) */
Contact Name and Title: Ted ***, General Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@warsawautoplex.com
As a retail automotive dealer in the state of Indiana we are required to fill out all documents as required by Indiana law
The documents were completed and the customer was able to get his plates as he statedIn Indiana we do not collect local Illinois taxes, just State taxHad we not done this correctly, the customer would not have been able to complete his transaction in the state of IllinoisAlso, in the state of Indiana if a dealer charges a documentation fee, all customers must be charged this with out exceptionMy wife and Children pay this documentation fee, it is non refundable and not discriminated where a customer lives, how they pay for the vehicle or how much a vehicle is
As for the front license plate bracket, I apologize for our lack of internal communication on something as small as thisIt is our goal for 100% customer satisfactionIn fact we were one of only two GMC dealer in the state to receive General Motors Mark of Excellence for customer satisfaction last year
OFFER:
We would be happy to refund the customer $for the license plate bracket
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The paperwork that was mailed to me did not show any tax was collectedThis caused license and title application problems for me resulting in phone calls to the dealership and time wasted at the Illinois DMVMy time and frustration was due to the incorrectly filled paperworkThe license plate bracket plus mounting screws and my time to mount it was worth at least $The time wasted at the Illinois DMV is worth $to meIt doesn't matter to me what the dealer calls the reimbursement but payment to me of $is required for my satisfaction
Final Business Response /* (4030, 13, 2015/10/21) */
Anyone who has ever been to the BMV understands they do not give you your plates if you do not have the correct informationThis customer has his plates, paid his local tax as is the law and has been reimbursed for the front license plate he purchasedIt is unfortunate we had an internal miscue and the customer had to purchase this on his own, we should have handled this betterAs for the idea of owing this customer an arbitrary monetary compensation is completely ridiculousWhat are these values based on ?? At this time I am willing to agree to disagree with this customerHe has his plates, been reimbursed for the front license plate bracket and now wants arbitrary compensationOur AAA rating with Revdex.com stands on it' s own on how we conduct business and our customers will have to form their own opinions based on our past track record
Final Consumer Response /* (2000, 9, 2017/07/06) */
Warsaw Buick GMC did send me a refund check for the *** that they charge me for the diagnostic fee no other contact has been made regarding fixing the issue, however, I am satisfied with this resolutionAfter the issues I've had, I would not
let them fix my vehicle anywayThey have lost all of my trust
Initial Business Response /* (1000, 5, 2017/08/30) */
It is unfortunate this customer is having problems with a vehicle they purchased. Issues with a vehicle you just purchased can be frustrating. In this case, however, the customer purchased a 10 year old vehicle. This vehicle was sold "as-is"...
and I have attached 3 forms signed by the customer, clearly stating this vehicle had no warranty. You will notice the 'Buyer Beware" form has 5 line items initialed by the customer and signed at the bottom. This form is almost comical, but certainly explains the terms of the sale in no uncertain terms. We pride ourselves in making transparent transactions and making sure our customers fully understand the conditions of the sale. With the 3 documents I have provided, it should be evident the dealership had, and has no obligation to repair this vehicle. Any good will we provided the customer went above and beyond the conditions and terms of the sale.