To whom this may concern, [redacted] is correct that the report provided by [redacted] did state that the vehicles A/c compressor had been replaced by but in fact it was servicedThis has been corrected by [redacted] and at the time he purchased the vehicle unfortunately that is how [redacted] stated itHe did talk to our salesman about a concern that a vehicle as new as this one and with low miles would have had a compressor replaced to which we should have advised him about to servicing and not replacingSince the customer feels that he was told by our salesperson that it was replaced at the time of sale that’s all I can truly say happened and we have addressed clarity in sales practices to our sales team to avoid further issues.What we know is that after the sale [redacted] expressed concern about a noise to which he stated another dealership said “Could be the compressor”So a few weeks later we scheduled an appointment for his wife and checked the vehicle do to his continued concern of “noise” and new concern of “temperature fluctuation”Our service department took time to diagnose and even completely discharge and recharge the A/C system free of charge to [redacted] and his familyOur service department confirmed that there was a noise which was previously there on the vehicle and the system was working properly[redacted] and his wife were asked to come in for a follow up appointment in two weeks following services to do a checkup on the A/C systemTwo weeks later [redacted] called and spoke with our service adviser and asked if he had to come in (understandably not fun making commutes with a growing family) we stated that a checkup is best but if [redacted] felt the issue was resolved, he’s able to make that decision for himselfNow a few months pass, we haven’t heard from [redacted] about any new concerns and we are being contacted to reimburse him for services he completed at another service centerOur general manager contacted the service center where [redacted] had his recent services completed pertaining to this claimThe service department confirmed he was in their service department for a routine oil change and had brought up an additional concerns to the service advisor that he may have an issue with his A/c compressorThey were not able to duplicate any failure other than a noise but if the customer stated that the temperature fluctuated that they would recommend replacing the compressor due to internal failureAs in our service department all concerns are addressed with this customer and options are given but if there was no true failure: example (NO A/C AT ALL) we can only advise of what COULD be the issue and recommend itIf the client accepts we proceed with repairsThat’s classified as preventative maintenance which we endorse but do not reimburse forThe same is for all our clients, Please contact us first so we are able to assist as best we are able to
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: MrM [redacted] indicates that the car was driven for "weeks" when in reality days after a brake line broke which I have the receipts and the conversation with MrM [redacted] incodating the problem with the brake line which took approximately business days for it to arrive, given the car a use time of less than weeksIncluding that if they incidates that a "professional" from [redacted] took a look in the car then why the sparkplug from the cylinder with the problem was different than the other cylinders as it was covered up so the car would function without problemsWhy would you replace only spark plug instead of 4? As my mechanic ( [redacted] in Deer park, NY) spoken directly with a employee from [redacted] and both of them came to the conclusion that the car did had a low compression when it was in their shop but it wasn't low enough for them to repair the engineAs you indicated you take pride on selling cars but up to the point of covering up future damage just for the sake of making that sale, that's a shady way to make businessAs I add that I contacted [redacted] & [redacted] which were the companies that referred me to you and both indicated that they're no longer making business with your company since they had prior complaints just as mine Regards, [redacted] ***
To whom this may concern, [redacted] is correct that the report provided by [redacted] did state that the vehicles A/c compressor had been replaced by but in fact it was servicedThis has been corrected by [redacted] and at the time he purchased the vehicle unfortunately that is how [redacted] stated itHe did talk to our salesman about a concern that a vehicle as new as this one and with low miles would have had a compressor replaced to which we should have advised him about to servicing and not replacingSince the customer feels that he was told by our salesperson that it was replaced at the time of sale that’s all I can truly say happened and we have addressed clarity in sales practices to our sales team to avoid further issues.What we know is that after the sale [redacted] expressed concern about a noise to which he stated another dealership said “Could be the compressor”So a few weeks later we scheduled an appointment for his wife and checked the vehicle do to his continued concern of “noise” and new concern of “temperature fluctuation”Our service department took time to diagnose and even completely discharge and recharge the A/C system free of charge to [redacted] and his familyOur service department confirmed that there was a noise which was previously there on the vehicle and the system was working properly[redacted] and his wife were asked to come in for a follow up appointment in two weeks following services to do a checkup on the A/C systemTwo weeks later [redacted] called and spoke with our service adviser and asked if he had to come in (understandably not fun making commutes with a growing family) we stated that a checkup is best but if [redacted] felt the issue was resolved, he’s able to make that decision for himselfNow a few months pass, we haven’t heard from [redacted] about any new concerns and we are being contacted to reimburse him for services he completed at another service centerOur general manager contacted the service center where [redacted] had his recent services completed pertaining to this claimThe service department confirmed he was in their service department for a routine oil change and had brought up an additional concerns to the service advisor that he may have an issue with his A/c compressorThey were not able to duplicate any failure other than a noise but if the customer stated that the temperature fluctuated that they would recommend replacing the compressor due to internal failureAs in our service department all concerns are addressed with this customer and options are given but if there was no true failure: example (NO A/C AT ALL) we can only advise of what COULD be the issue and recommend itIf the client accepts we proceed with repairsThat’s classified as preventative maintenance which we endorse but do not reimburse forThe same is for all our clients, Please contact us first so we are able to assist as best we are able to
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: MrM [redacted] indicates that the car was driven for "weeks" when in reality days after a brake line broke which I have the receipts and the conversation with MrM [redacted] incodating the problem with the brake line which took approximately business days for it to arrive, given the car a use time of less than weeksIncluding that if they incidates that a "professional" from [redacted] took a look in the car then why the sparkplug from the cylinder with the problem was different than the other cylinders as it was covered up so the car would function without problemsWhy would you replace only spark plug instead of 4? As my mechanic ( [redacted] in Deer park, NY) spoken directly with a employee from [redacted] and both of them came to the conclusion that the car did had a low compression when it was in their shop but it wasn't low enough for them to repair the engineAs you indicated you take pride on selling cars but up to the point of covering up future damage just for the sake of making that sale, that's a shady way to make businessAs I add that I contacted [redacted] & [redacted] which were the companies that referred me to you and both indicated that they're no longer making business with your company since they had prior complaints just as mine Regards, [redacted] ***