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Thank you for giving us the opportunity to respond to this situation.  We take customer service very seriously at the Young Automotive Group.It is normally our policy, that when a customer custom orders a vehicle to their specifications, that we get a $500 deposit, which goes toward the...

purchase of the car, or is forfeited should the customer not be able to purchase the pre-ordered vehicle. This ensures that they are serious about buying the custom vehicle, and also to offset the costs incurred for ordering the vehicle, and in this situation, because there was going to be some time needed for the vehicle to sit on our lot, this would cover the cost of the interest we pay while we set the vehicle aside so that no one else would purchase it. These are real costs to us that can happen if a customer isn’t able to purchase the pre-ordered vehicle, which is the case here.  However, upon review of this custom vehicle, because this was all done long distance through email and text, we failed to follow procedure and so do not have a signature, nor do we see in writing communications, that this policy was fully communicated to this customer. Therefore, we feel that we must refund his full deposit at this time.  We apologize to the customer for the confusion.This client can expect a check from us within the next 30 days.We wish this customer the best and hope that in the future, if their buying needs change, they will consider the Young Automotive Group for their vehicle needs.

Thank you for the opportunity to respond to this client’s complaint.  We take customer service very serious at the Young Automotive Group.  As of today, we have sold this client a new Toyota Tacoma, that they used the other car as a trade in for.  Everyone involved was satisfied with...

the outcome.  We are happy we were able to ultimately make this client happy.  Again, thank you for the opportunity to respond to this.

We are in receipt of complaint # [redacted] from a resident who resides in the community of [redacted] Inc. Kirkpatrick Management Company is the managing agent for this community, on behalf of their Board of Directors, and [redacted] Inc. is governed by a set of legal documents outlining the...

Covenants, Conditions and Restrictions (CC&R) for [redacted] Inc. Within these documents, it clearly outlines the responsibility of each homeowner within the [redacted] community.
Ms. [redacted] contacted us on December 4, 2015 advising us that she had an electrical problem that resulted in her incurring expenses that she felt was the responsibility of [redacted] Inc. to pay. At this time she requested reimbursement for the repair of the electrical service lines that serve her townhouse. On December 21, 2015 Ms. [redacted] was advised by the [redacted] Inc., legal representative, that the association would not reimburse her for those costs due to the legal documents, which outline that owner is to maintain the exterior electrical lines that are part of their townhouse. I’ve attached a copy of this letter for your convenience.
If you have any questions in regards to our response to this complaint please don’t hesitate in contacting me.
Respectfully,
On Behalf of [redacted] Inc.,
Kirkpatrick Management Company, Inc., Agent
Mia [redacted]

There was a miscommunication and a third party involved. The service call was scheduled for Wednesday, December 16, 2015, see attachments. I have already talked to [redacted]nd worked out the problem. His dryer was repaired on Wednesday, December 26, 2015, the day it was scheduled. I apologize for...

any inconvenience that he had. [redacted]

Attached is an updated company response.

Hey Mrs. [redacted],  I spoke to Mrs. [redacted] this morning.  She took her vehicle before insurance company could write a supplement for the dash damage from glass scratching it. In addition, she took the vehicle because of her moving to Houston. We did ship her the new Visors which she...

received. She also informed us that the vehicle became a total loss after this.  She is no longer in possession of the vehicle and there is nothing that can be done to resolve her position. Her vehicle required a big supplement which we were stalled waiting for her Insurance Progressive. We cannot make any additional repairs on good faith with insurance because their policy is that supplemental repairs must be approved prior to repairs and we were held up waiting on them. [redacted]Collision Center ManagerDirect ([redacted]Fax ([redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
To Whom It May Concern: This issue has been resolved.  Regards,
[redacted]

T Thank you for the opportunity to respond to this claim.  Customer Satisfaction is very important to all of us at Young Automotive Group. Jared P[redacted], the General Manager of our Young Kia Dealership, has been in contact with Mr. [redacted] and a satisfactory resolution has been reached.  We...

apologize for any inconvenience caused to Mr. [redacted] regarding his vehicle purchase on July 10th.  The contract for the purchase was sent to Goldenwest Credit Union on July 11th, but unfortunately Goldenwest has been backed up in their office which delayed the funding of his vehicle for 10 days. Due to this delay, payoff could not be made on the vehicle traded. Timing was not in our favor, as soon as we were funded by GWCU the deal was sent to our office to have the paperwork processed and the payoff made on his trade, we were in a transition period creating a combined office for our Layton/Ogden dealerships.  Our office staff was literally moving desks and equipment to a new location causing the second delay. As soon as Mr. P[redacted] was aware of the situation he contacted the lienholders of the traded vehicles and gave them tracking numbers from our USPS priority mail.  The checks should be received August 3rd.  More importantly Mr. P[redacted] verified there were no late fees or insurance charges on their accounts.  Both Credit Union employees verified notes had been placed in their system noting the dealership has verified the vehicles have been traded in and checks have been sent for payoff.  He also verified the check amounts were sufficient to pay off the loans.After speaking with the Credit Unions Mr. P[redacted] called Mr. [redacted] to notify him of the loans and their status.  Mr. P[redacted] also assured Mr. [redacted] if any additional charges are assessed to either account then Young Kia will take care of those fees.  He also explained to Mr. [redacted] what happened and apologized for any inconvenience he or his girlfriend encountered with these transactions.  We believe that the customer is satisfied with the resolution and explanation of this situation and we hope the Revdex.com will consider this case resolved.  We look forward to working with Mr. [redacted] again in the future.Sincerely,Roxane P[redacted]Administrative AssistantYoung Automotive Group ell us why here...

Thank you for the opportunity to explain and offer further detail to this situation.  Below is the response from the General Manager of our Dealership in Logan that is working to provide [redacted] with a satisfactory conflict resolution.Young Auto Mall is willing to buy [redacted]’s 2016 iA for its...

current market value or take it as a trade in. However, [redacted]’s payoff is a function of her finance terms; 84 months, 0 down payment etc.. Vehicle loan payoff's do not establish the vehicle's value. Young Auto Mall has offered to take [redacted]’s iA on trade, however, the terms we have proposed are not acceptable to her. We are still willing to try and find numbers to trade vehicles with [redacted] that are reasonable/agreeable to all parties understanding there is negative equity. I have invited [redacted] to see me if she has interest.   I have instructed my staff to take conscientious and good care of [redacted] as they interact with her at Young Auto Mall. When [redacted] complained about scratches on her rear bumper we examined them, determined that the damage wasn’t related to our service or shop, but took care of the issue adding a clear-bra material to her bumper to prevent further damage as items go in and out of her trunk. We agree that we see who scratched the rear bumper differently; however, we took care of this issue. Young Auto Mall is ready to help [redacted] with any service needs her iA may have and my staff will offer professional, kind, timely service. We are sorry the radio station backed into [redacted]’s car, however, Young Auto Mall wasn't the responsible party. The radio station has insurance and repaired the vehicle. As offered, if there is help needed with the radio station or their insurance let me know. I'm willing to try and assist if there are any current loose ends. Scion/Toyota offers 2 years/25000 mile no cost maintenance on all their new vehicles. This can be used at any Toyota dealership. Young Auto Mall is willing to perform these services; however, [redacted] may choose her dealership of choice. Thank you, Mike C[redacted]

We installed a radon mitigation system for Mr. [redacted] on December 14, 2015.  As part of the installation process, a pilot hole measuring 1/8" was drilled from the basement through the band board to the outside.  This procedure is necessary to make sure the system will work in that...

location.  During the pilot hole process it was discovered that the location would not work because outside that spot was where the stone stopped and sealing the radon pipe would have been difficult seal.  As is customary and common practice when this happens, the hole is simply caulked and another pilot hole drilled.  Sealing this hole which is no bigger than a nail head would have been very simple and no one would heave even noticed since it was located through the J-channel and not even the siding.  Mr. [redacted] said that he would have none of that meaning caulking the small hole and demanded that the siding/J channel be replaced.  These materials are made of vinyl material and cannot be installed until the temperature is consistently above 70 degrees.  We have not had until the last few weeks experienced temperatures warm enough to install the vinyl materials.  This was explained to Mr. [redacted] several times and he still insisted in calling my office and yelling at my secretary on several occasions.  Each time he called and yelled he was told the same thing regarding the consistent temperature required for the vinyl siding.  Mr. [redacted]'s siding was replaced on May 24 just as we had told him we would do after our first conversation with him last December, 2015.  Mr. [redacted] prior to replacing the siding material on May 24 made the statement that he would be open to now accepting the caulking material that would have matched the siding installed on his house however, as irrational as he is, we were going to replace the siding per his original demand.  Our completion check list was signed stating that everything was satisfactory and the radon mitigation job worked as designed to reduce radon to below what was proposed.  Hopefully this is the end of our involvement with this homeowner. I should have seen this coming after my initial visit with him regarding his radon issue and sugg[redacted]ed he call another contractor.  Dan W[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 at this point in time. Thank you for your help. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response received is unacceptable for the following reasons:1. This was not brought to our attention in a timely or proper manner. If indeed we were late in October of 2015, the first notification we received was in April of 2016, several months afterward. The manner in which we received it was under the auspices of a late payment due, with no detailed explanation therefore we were left in the dark about the whole matter2. Compounding the issue, when we did call and email on the issue above we received erroneous information on at least two occasions, causing further confusion and lack of confidence that the management company had any idea what was going on. As further proof of the disarray, we were actually sent an email meant for another property association3. The manner in which this was handled is not consistent with the bylaws/covenants of our association, of which we have been a part of for 17 yearsMs. H[redacted] may want to contact the Association Board, because as of last week my attorney notified us that the matter was closed as the cancelled check was provided and everything we stated originally to the management company was 100% true. This needless hassle to a longtime constituent of the community could have been avoided if the management company would have simply performed its due diligence, as originally stated in its introductory email and been timely and transparent about the account disposition so it could have been cleared up. Sending us an accounting ledger is not fixing the problem.We have referred this matter to our attorney for additional follow up however in the absence of any basis whatsoever for the claims made, we will require a statement and an account reconciliation showing a zero balance from Kirkpatrick in order to consider this matter closed.
Regards,
[redacted]

We have been, and are currently, working with this customer to resolve any of her concerns.  Our vehicles go through a thorough inspection before being put out on the lot.  There are few occasions when for one reason or another, a car has something that goes undetected.  We feel that...

we have addressed all issues with this client and that she will enjoy many years to come in her newly purchased vehicle.  We apologize for any miscommunication with this client as we work to resolve any concerns that she may have.  We feel that we offer exceptional customer service and satisfaction when it comes to the car buying and leasing experience.   We wish this person the best, and hope that they will continue to think Young for their automotive needs.

Complaint ID [redacted]in response to Mr. [redacted]:Brian [redacted], Shop Manager, spoke with Mr. [redacted] regarding a 2002 Dodge with an alternative fuel system. Our internal policy forbids accepting any vehicle for repairs that is older than 10 years. Brian had recently met Mr. [redacted] and accepted the vehicle for repairs as a favor to Mr. [redacted]. Due to the age and poor condition of the vehicle, and the fact that the fuel tank authorization would expire in another year, Brian spoke with Mr. [redacted] who authorized $1500 for an initial diagnosis. After completion of the diagnosis of multiple leaks in the alternative fuel system, Brian made another estimate to Mr, [redacted] of $2500. As the repair unfolded, Brian found even more leaks including the leaking regulator described in Mr, [redacted]'s complaint. Brian spoke with Mr. [redacted] to inform him that the estimate would have to beincreased once again, as other issues, including the regulator, become apparent. This is why we have a policy that forbids repairs on vehicles more than 10 years old, because the repair usually becomes more costly than the value of the vehicle. When Brian spoke with Mr. [redacted] for the second time, he made Mr. [redacted] aware of the fact that his alternative fuel tank would expire and be illegal in a year. Mr. [redacted] was under the false impression that the tank were good for another 25 years, so it was obvious that to continue the repair would be pointless as replacing the tank in another year would be cost prohibitive. Mr. [redacted] asked to have the vehicle reassembled so that it could be driven, and we complied. Mr. [redacted] then called and informed us that the regulator was leaking, which Brian had already made Mr. [redacted] aware of. We asked to see the vehicle, and we were never able to do so because we were never told when and where we could inspect it. Finally, much of the confusion has been created by the fact that Mr. [redacted] is involved as a third party here. We have reduced the bill to what the original estimate was at $1500, even though we have incurred costs far beyond that not including the amount of time spent on this situation by Brian [redacted] Wess [redacted] our Parts and Service Director, and myself. We stand firm at $1500 and this is our final offer.Darryl [redacted] Operations Manager

Thank you for the opportunity to respond to Mr. [redacted]'s concerns.  Customer satisfaction is very important to us, and we regret Mr. [redacted] was not satisfied with his experience.  Below is our summary:On January 2, 2016, Mr. [redacted] purchased a vehicle and requested an 84 month term on the...

loan.  In the days that followed, we worked with 3 different lenders trying to obtain approval for 84 months, but due to their criteria for approval and the required credit rating for 84 months, we were only able to gain approval for 72 months.    We informed Mr. [redacted] of this situation, and encouraged him to approach the Fire Fighter Credit Union personally.  They had financed his last vehicle and were very agressive on the rate and terms so we were hopeful they would work with him again.  However, he was unwilling to pursue funding with them in spite of us informing him his payments would go up based on the terms the other 3 lenders we had approval from.  We regret that we were unable to secure financing for 84 months for Mr. [redacted], but we sincerely tried.  Because Mr. [redacted] was unwilling to accept the 72 month term on his loan, we had no choice other than to have him return the vehicle and collect his trade-in vehicle.   This is an unfortunate situation for Mr. [redacted] and for the dealership.   We wish Mr. [redacted] well, and are hopeful at some point he is able to find a vehicle that matches his payment requirements and his expectations.Should you need additional information, please contact Jeff K[redacted] at ###-###-####.Best regards,Young Buick GMC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will...

wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]