U P S Store, The

We have contacted the customer personally and have resolved the issue An apology was given to Ms [redacted] by our [redacted] We did give her a warranty for her vehicle that includes a maintenance package I personally called her to arrange to pick up her vehicle for the repair of the mirror I will replace the fuel used to drive her vehicle to the dealership for the repair and back to her home We truly value our customers at Lakeland Automotive and it is extremely important that all of our customers are treated with the upmost respect and that their experience with us is satisfying

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] & [redacted]

*** *** brought her Toyota Sienna to Lakeland
Toyota for service on her vanWhen Lakeland completed the service on her van
it
was parked in the service drive through area for the customer to drive out
Unfortunately at the same time an elderly customer also had a Toyota Sienna
parked in the drive through area for pick-upThe elderly customer accidentally
took the wrong vehicleThis customer could not be reached until he arrived
homeWhen he arrived home he was contacted by Lakeland’s service department
Lakeland offered to deliver his van and bring back the ***’s vanThe
elderly customer said he would return the van and get his own vanOn the way
back to the dealership the elderly customer was in an accident with the
***’s vanWhen the van was towed back to the dealership the owner of
Lakeland Automotive spoke to the ***’s and said he would do what he could
to help resolve the problemIt is the belief of the dealership that the
mistake was the responsibility of the elderly customer that took the wrong
vehicle by accident and that he was responsible for the damageOnce it became
clear the elderly customer did not have sufficient coverage then the owner of
Lakeland Automotive spoke to Lakeland’s insurance company and reviewed the
claim with his insurance companyLakeland’s insurance company has agreed to
fix the ***’ van to original condition, and Lakeland Automotive would
refund the ***’s for the maintenance work they had just completed and give
the ***’s a vehicle to use until their van was fixedLakeland believes
this is a fair resolution to the problem
Sincerely,
*** ***
***
*** *** *** *** ***
*** ** *** ***
*** ** ***
*** ***

We have contacted the customer personally and have resolved the issue.  An apology was given to Ms. [redacted] by our [redacted].  We did give her a warranty for her vehicle that includes a maintenance package.  I personally called her to arrange to pick up her vehicle for...

the repair of the mirror.  I will replace the fuel used to drive her vehicle to the dealership for the repair and back to her home.  We truly value our customers at Lakeland Automotive and it is extremely important that all of our customers are treated with the upmost respect and that their experience with us is satisfying.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] & [redacted]

Revdex.com:
I am waiting to see the promises on paper before I completely accept and discharge the complaint.  That information will be provided to me when my vehichle is in for repairs.  I guess I thought [redacted] understood once I saw it in writing, it would be resolved.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

In thirty years in the car business I have never had a customer take the wrong vehicle.  A mistake by one customer is not negligence, it is a mistake.  Two estimates were done by two independent adjusters whether or not you wish to believe this is your choice.  Lakeland has gone above and beyond to solve this problem.  I think most reasonable people will agree.  [redacted]