Thornhill Superstore, Inc

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I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
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On March 12th 2016, [redacted] came to our dealership and wanted to purchase one of the remaining 2015 Rocky Ridge trucks we had in stock. Our salesperson, [redacted], told [redacted] all of our 2015 Rocky Ridge trucks are advertised at $13,000 off, including rebates and all. The salesperson took the...

first set of figures out to [redacted] and [redacted] was not happy with his trade figure of $27,500. I then asked the salesperson to bring [redacted] to my office. [redacted] asked for $30,000 for his trade. I told [redacted] he is buying our vehicle for our advertised price and I had to give him real money for his trade I could not show him over allowance. He said, "My trade is worth more." I then offered him more money for his trade and finally we agreed on a $19,500 difference, including all discounts and rebates. I then circled on the sheet $49,119 and said, "I am at $49,119 for my vehicle after all rebates." I then circled $29,619 and said, "That is $29,619 for your vehicle which gets us to a $19,500 difference." [redacted] then said, "Okay, I understand. You get my vehicle, and I have to pay you $19,500 also." [redacted] then went to [redacted]' office to take care of all the paper work. [redacted], on camera, went over all the paperwork including his purchase order, line by line. After [redacted] went over the bill of sale, including the selling price of the vehicle, trade allowance, rebates, and all other fees, [redacted] signed the bill of sale. [redacted] then took out a calculator and went down the bill of sale and showed him the price of the truck, less rebate, and trade and did the total, with a difference of $19,500. About a week later [redacted] came back into the dealership and said, "You guys charged me too much for this truck. My buddy said I could have bought this same truck from him for $43,000." After he made that statement he said he wanted to speak to me, [redacted], the sales manager. I was not at the store that day so he left and decided to wait for me to come back. [redacted] came back to the dealership a few days later. I, [redacted], spoke with [redacted]. He proceeded to tell me that he paid too much for the Rocky Ridge truck. I told him, " I don't understand I sold you the truck for our advertised price." He said, "I could have bought the same truck from my friend for $43,000." I told him I didn't see how, but I would take his word. He then told me that I did not give him his rebates that I kept them. I tried to explain to him the rebates were given to him in the form of a discount on the truck and they were on the bottom of the bill of sale. He told me they should be off the price, not at the bottom of the bill of sale. I tried to explain to him you cannot put the rebates on the top line because you have to pay taxes on the rebate. After several times trying to explain this to [redacted], I involved [redacted] and had him to try and explain it. The problem here is: [redacted] does not understand that rebates have to be taxed and his friend told him he paid too much for the truck. When in fact, he was given too much for his trade, and he received our advertised price on the truck.l have included a copy of our newspaper ad, copy of the worksheet, a print out of [redacted] auction guide transactions of the same vehicle that he traded in that shows his vehicle was selling for $26,600 with like miles, and a copy of the script of Thornhill Superstore's television ad. If [redacted] would like to come in and watch the video of himself signing the paperwork, and listen to it being explained to him on camera, twice, he is more than welcome to do so.

To whom it may concern, [redacted] came into the dealership on Monday, June 26, 2017 for a scheduled appointment to diagnose his inoperable door locks. Technician's diagnosis was the control module for the power door latches. Contacted extended warranty company ([redacted]) for repair...

approval. [redacted] approved all repair costs with no deductible ($966.69). Needed part was placed on order that evening, but due to manufacturer order cut-off time, the part order was not processed until the following day. Advised customer part is expected to arrive on Friday, June 30, 2017. Part was received on Monday, July 3, 2017. Customer came to dealership on July 5, 2017 to check on status of part. Advised customer part arrived on Monday, July 3, 2017, but I had not called customers to schedule appointments for special ordered part. Customer made an appointment for Thursday, July 6, 2017. Customer came in at scheduled time for repair work. Part was replaced and front door locks were operable. Rear door latches were still inoperable. Technician's further diagnosis indicated rear latches were shorter internally. Contacted [redacted] for additional repair approval. I was unable to get connected with [redacted] due to their business hours until Friday, July 7, 2017. I was then advised an independent inspector would need to inspect vehicle to confirm complaint, failure cause, and necessary repair. Representative told me an inspector would be dispatched in the next two business days (Monday, July 10, 2017 and Tuesday, July 11, 2017), Customer showed up for inspection and the inspector was not here to do inspection. Issued a loaner vehicle to customer at no charge to him that evening. We have no way of controlling when inspector will show up. When I arrived to work on Tuesday morning, July 11, 2017, customer was here to return loaner vehicle. He was very upset stating smoke odor in vehicle made him ill. 1 apologized and advised him I have different vehicles in our rental service that I could issue to him. He told me he did not want a different vehicle. Customer demanded he take his vehicle and leave dealership. I advised customer that additional necessary repairs would not he completed at extended warranty's expense without required inspection. [redacted] said he would be taking his vehicle and leaving without completing repairs. I again offered a different loaner vehicle and he refused once more. Inspector called me at 9:13am to let me know he would be doing inspection on Tuesday, July 11, 2017. I told inspector customer's vehicle was not here to complete inspection. [redacted] called the dealership on Monday, July 17, 2017 requesting papers related to this repair. I printed all requested documents and faxed them to him. We discussed getting repairs completed on a different phone call. I contacted [redacted] the same day and was advised repairs were approved to be completed at a cost of $652.08, customer did not have any out of pocket expenses. Due to this being a new and separate claim from original work order, repairs were approved without an inspection. Notified customer that repairs were approved. Parts were already here, so I scheduled an appointment for Wednesday, July 19, 2017. Customer kept appointment and repairs were completed during appointment. Customer checked completed repairs before leaving dealership in his vehicle.We at the dealership have decided to issue [redacted] a check as a good will gesture in the requested amount of $64.20.Feel free to contact me with any additional questions or concerns [redacted] Thornhill Mitsubishi