Hello, this is the second complaint from this guestImmediately after the initial complaint, our team resolved the issueWe extended his coverage, after he brought his vehicle in on the 91st dayWe extended his warranty which expires November 14th 2016,the guest has been notified to bring his vehicle back for the necessary repairs, multiple times and he refusesGuest is continuing to drive the vehicleAs he waits, he is risking the contract to expire once again
Initial Business Response / [redacted] (1000, 5, 2016/03/21) */ Good afternoonSo sorry for the delay, we are gathering all phone records to and from our customer This will show that he was in fact called several timesOur phone records show dates, times, status, and all extensions involved of phone callsWhere can I send these phone records? They include Dec thru end of Feb, Thank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would definitely like to see these records pleaseI'll happy to share my phone records in the form of physical copies of the bills from AT&T with Victorville Motors, if they would like to see themI don't know if I should post my e-mail address on this response, because it might be displayed on the Revdex.com websiteI would like a copy of their bill, let me know how I can get one Thank you for the response Final Business Response / [redacted] (4000, 18, 2016/04/15) */ Please close this complaint, as I am instructed to inform you that we are not doing anything further Final Consumer Response / [redacted] (4200, 20, 2016/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please inform your instructor that I will not close my complaint and I will not go away until this is resolvedI am open to hear a resolution, but if someone needs to arbitrate this issue for us then that's what we'll do
Good morningSorry for the delayI was gathering information regarding this issueGuest is stating Victorville Motors broke her keyGuest has an Dodge avenger with approx145,milesKey was broken when she brought her vehicle inGuest states we replaced her key previously during a repair, we did NOT replace a keyOn Feb 15th 2013, guest came in stating her key would not turnShe had to keep trying to turn the key to start the vehicle and/or remove from ignitionAt this time we removed and installed the Lock cylinderNo need to replace the keyDuring her most recent visit, she stated we broke her key and wants us to replace itWe did not break her key, and offered to repair her key, which she declined, and offered the guest to purchase a key at our cost, and the guest again declinedThere is nothing furtherUnfortunately we are unable to help this guestThank you!
Good morning .We have the same contract as Ms. [redacted] . At this point we would like to invite Ms. [redacted] to please come by and speak with our Finance Director who will be more than happy to explain all and everything to Ms. [redacted] . We believe this to be just a misunderstanding and we would like the opportunity to sit with Ms. [redacted] , and answer any of her questions and concerns. Ms. [redacted] can call [redacted] and ask for Finance Manager ***, and we can schedule a day and time that is convenient for Ms. [redacted] . Thank you
Good morning, Guest has purchased one vehicle from us years ago that still has a balance owed on it, that she wanted to tradeAgain with the negative equity still left in her trade, there was no way to keep her at her current payment as requested on a new ChargerThere was also the balance on her tradeOptions were discussed about purchasing pre owned, to try to get a bit closer to where she wanted to be, but she wanted the New Charger for 21,out the doorI have printed out the phone calls made on 8/19/and also 8/21/2017, to show that we have not liedI can also retrieve the recorded conversations if needed.As guest stated, she has copies of phone calls made, unfortunately we do not have those copies if they were made cell phone to cell phoneI would like to invite Ms [redacted] back to discuss this further with one of our Senior Sales ManagersThank you!!!
Unfortunately every time Ms [redacted] has visited , there has seemed to be a problem She has complained multiple times about Victorville Motors not repairing, or breaking something, and every time vows to never come back to our dealershipShe has gone on social media to discredit us and has posted interpretation of events, yet still continues to come back and cause a scene in front of our other guestsThere is nothing further we can do to service her vehicle, therefore per Management Ms [redacted] is no longer welcomed hereThere will be no further response on our behalf due to the fact that this will only become a continuous argument by Ms [redacted] Thank you, [redacted] Guest Relations Manager
Good morning, sorry for the delay while we researched this issueGuest brought in his Dodge Ram with approx121, milesGuest stated he was having multiple misfire codesAfter guest admitting that he has put in many parts and still having the issue, he called us to bring in his vehicle to have it repairedAt first he was going to have it towed here, but during his apptcall he stated his vehicle was running really bad but lives close and will chance driving it hereAfter our technician diagnosed the issues, and recommended tear down , guest declinedThe vehicle was completely put together but still ran horribly due to no repairs being done at the owners requestGuest picked up, and vehicle ran exactly like it did when he dropped it offAt no point did the guest call in to complain, nor anyone here was made aware of any issues caused by us after the pick upIf the guest would've called us immediately, we would've asked him to please bring it back so our management team can inspect what the guest claims we didWe were not given the opportunity to resolve any issueSince there was no complaint or call to our facility to make us aware of any issues, we are declining the guests requests
I am rejecting this response because: The vehicle was sitting there for two weeks (13Jan- 27Jan) I brought in the vehicle with no loose parts hanging nor any missing partsI have no compression tools to have tested the vehicleThe only part I changed myself was the fuel pump which is located underneath the bed of the vehicle not in the engine compartmentI had not touched and not replaced any parts in the engineAs to why I brought my vehicle for testing.The company tested for diagnostic and compression readingsAfter the tests was completed, I was given a phone call on 17JANby the company stating that I had a compression problemThat it required a tear-down of 120$ an hour minimum of hrsI denied them tear-down work on the vehicle and had stated to put everything back together and I would pick it up the vehicle on 27JANAs a professional shop/company even with the denied tear-down work of my vehicle, they should have put the parts back after the tests where done; as I had instructed them to doI payed this company for testing/ diagnostic onlyI did not pay this company for testing/diagnostic with a returned vehicle of loose and missing parts When I received the vehicle, parts that was missing and left loose hanging was where they had performed the compression testsThe fact that they did not put back the radiator cap could cause the engine to over heat and cause warpage due to coolant lossCoil packs was hanging loose could also blown my engine resulting in more damage to my vehicleAir filter was not put back, just sitting ready to fall out of the truckThere was more than adequate time for this company to put my vehicle back together since all they did was a diagnostic and compression testsAs I stated before, after seeing the work they have doneI do not feel comfortable nor do I trust this company to fix/touch my vehicle ever againIts my safety not theirsThey not not put the parts they took off back which made my vehicle more unsafe and I could've gotten physically hurtWhen I picked up the vehicle I was not given any diagnostic and compression readings/paperwork for each cylinder on my vehicle, I was only given a receipt, which is making me question what they didI felt that I didn't have to call them at the time, instead I contacted the Revdex.com because I knew they would not put my vehicle back to the the state I had first given them for testing and diagnosticPlease refund my money and mail me my radiator cap, I'm sure its laying around their shop
Good morning, we would like to invite the guest to come in and speak with our Service Manager if he would likeOne of our very best technicians worked on his vehicle, and we are confident that everything was put back and connected prior to the guest picking upAgain, this would be a different outcome if the guest would've called us or informed us in any way of any issue, so that we would have had the opportunity to resolve thisWe are aware that things happen and if this was something we caused and were made aware of it, we would have corrected itis what was authorized by the guest to do a diagnosisOur technician did the diagnosis and recommended repairs which the guest declinedThere is nothing further on our endThank you
As we stated before, key was oldWe offered to repair it and guest declinedShe wants us to replace itWe tried to help out, even though it was an old key, by offering a discount as wellGuest declinedVehicle and key are approxyears old, and keys deteriorate by wear and tearThere was nothing we did to break her keyThere is nothing furtherThank you
Initial Business Response / [redacted] (1000, 5, 2016/07/15) */ So sorry for the late responseI am currently working with the Sales/Service Management due to the fact that multiple departments are involved in this complaintMay I please ask what the case number for this guest is from CorporateIf The guest can get me their case number and case worker, it would be much easier to find out what was done and be able to find some sort of resolutionThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) My case worker was [redacted] and case number is XXXXXXXX Final Business Response / [redacted] (4000, 13, 2016/07/21) */ We would love to resolve this issue, but unfortunately our dealership has no buyback program/Lemon LawThe only people who are able to make that decision would be CorporateI would recommend calling ***, their case managerWe do apologize that we are unable to help any further Final Consumer Response / [redacted] (4200, 15, 2016/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not feel they have sufficiently tried to resolve this or helpPassing the buck to corporateWe bought the car from Victorville Motors and have only contacted corporate in the first place because they refuse to help or resolve the issue
As I stated on 7/26/I took my car to dealership for repairs when I picked up vehicle car key was broken is was not broken when I took vehicle inI had problems with Victorville motors before breaking items on my vehicle and trying to cover there mistakes up by not being true full and honest and I would not suggest anyone to go to the dealership for nothing there dishonest and not true full please run far and never look back,the management is very disrespectful and need to get a degree in honesty and customer service bad business I have been a customer there for years and will never go back,I will be seeing them in court
Hello, this is the second complaint from this guestImmediately after the initial complaint, our team resolved the issueWe extended his coverage, after he brought his vehicle in on the 91st dayWe extended his warranty which expires November 14th 2016,the guest has been notified to bring his vehicle back for the necessary repairs, multiple times and he refusesGuest is continuing to drive the vehicleAs he waits, he is risking the contract to expire once again
Initial Business Response / [redacted] (1000, 5, 2016/03/21) */ Good afternoonSo sorry for the delay, we are gathering all phone records to and from our customer This will show that he was in fact called several timesOur phone records show dates, times, status, and all extensions involved of phone callsWhere can I send these phone records? They include Dec thru end of Feb, Thank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would definitely like to see these records pleaseI'll happy to share my phone records in the form of physical copies of the bills from AT&T with Victorville Motors, if they would like to see themI don't know if I should post my e-mail address on this response, because it might be displayed on the Revdex.com websiteI would like a copy of their bill, let me know how I can get one Thank you for the response Final Business Response / [redacted] (4000, 18, 2016/04/15) */ Please close this complaint, as I am instructed to inform you that we are not doing anything further Final Consumer Response / [redacted] (4200, 20, 2016/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please inform your instructor that I will not close my complaint and I will not go away until this is resolvedI am open to hear a resolution, but if someone needs to arbitrate this issue for us then that's what we'll do
Good morningSorry for the delayI was gathering information regarding this issueGuest is stating Victorville Motors broke her keyGuest has an Dodge avenger with approx145,milesKey was broken when she brought her vehicle inGuest states we replaced her key previously during a repair, we did NOT replace a keyOn Feb 15th 2013, guest came in stating her key would not turnShe had to keep trying to turn the key to start the vehicle and/or remove from ignitionAt this time we removed and installed the Lock cylinderNo need to replace the keyDuring her most recent visit, she stated we broke her key and wants us to replace itWe did not break her key, and offered to repair her key, which she declined, and offered the guest to purchase a key at our cost, and the guest again declinedThere is nothing furtherUnfortunately we are unable to help this guestThank you!
Good morning .We have the same contract as Ms. [redacted] . At this point we would like to invite Ms. [redacted] to please come by and speak with our Finance Director who will be more than happy to explain all and everything to Ms. [redacted] . We believe this to be just a misunderstanding and we would like the opportunity to sit with Ms. [redacted] , and answer any of her questions and concerns. Ms. [redacted] can call [redacted] and ask for Finance Manager ***, and we can schedule a day and time that is convenient for Ms. [redacted] . Thank you
Good morning, Guest has purchased one vehicle from us years ago that still has a balance owed on it, that she wanted to tradeAgain with the negative equity still left in her trade, there was no way to keep her at her current payment as requested on a new ChargerThere was also the balance on her tradeOptions were discussed about purchasing pre owned, to try to get a bit closer to where she wanted to be, but she wanted the New Charger for 21,out the doorI have printed out the phone calls made on 8/19/and also 8/21/2017, to show that we have not liedI can also retrieve the recorded conversations if needed.As guest stated, she has copies of phone calls made, unfortunately we do not have those copies if they were made cell phone to cell phoneI would like to invite Ms [redacted] back to discuss this further with one of our Senior Sales ManagersThank you!!!
Unfortunately every time Ms [redacted] has visited , there has seemed to be a problem She has complained multiple times about Victorville Motors not repairing, or breaking something, and every time vows to never come back to our dealershipShe has gone on social media to discredit us and has posted interpretation of events, yet still continues to come back and cause a scene in front of our other guestsThere is nothing further we can do to service her vehicle, therefore per Management Ms [redacted] is no longer welcomed hereThere will be no further response on our behalf due to the fact that this will only become a continuous argument by Ms [redacted] Thank you, [redacted] Guest Relations Manager
Good morning, sorry for the delay while we researched this issueGuest brought in his Dodge Ram with approx121, milesGuest stated he was having multiple misfire codesAfter guest admitting that he has put in many parts and still having the issue, he called us to bring in his vehicle to have it repairedAt first he was going to have it towed here, but during his apptcall he stated his vehicle was running really bad but lives close and will chance driving it hereAfter our technician diagnosed the issues, and recommended tear down , guest declinedThe vehicle was completely put together but still ran horribly due to no repairs being done at the owners requestGuest picked up, and vehicle ran exactly like it did when he dropped it offAt no point did the guest call in to complain, nor anyone here was made aware of any issues caused by us after the pick upIf the guest would've called us immediately, we would've asked him to please bring it back so our management team can inspect what the guest claims we didWe were not given the opportunity to resolve any issueSince there was no complaint or call to our facility to make us aware of any issues, we are declining the guests requests
I am rejecting this response because: The vehicle was sitting there for two weeks (13Jan- 27Jan) I brought in the vehicle with no loose parts hanging nor any missing partsI have no compression tools to have tested the vehicleThe only part I changed myself was the fuel pump which is located underneath the bed of the vehicle not in the engine compartmentI had not touched and not replaced any parts in the engineAs to why I brought my vehicle for testing.The company tested for diagnostic and compression readingsAfter the tests was completed, I was given a phone call on 17JANby the company stating that I had a compression problemThat it required a tear-down of 120$ an hour minimum of hrsI denied them tear-down work on the vehicle and had stated to put everything back together and I would pick it up the vehicle on 27JANAs a professional shop/company even with the denied tear-down work of my vehicle, they should have put the parts back after the tests where done; as I had instructed them to doI payed this company for testing/ diagnostic onlyI did not pay this company for testing/diagnostic with a returned vehicle of loose and missing parts When I received the vehicle, parts that was missing and left loose hanging was where they had performed the compression testsThe fact that they did not put back the radiator cap could cause the engine to over heat and cause warpage due to coolant lossCoil packs was hanging loose could also blown my engine resulting in more damage to my vehicleAir filter was not put back, just sitting ready to fall out of the truckThere was more than adequate time for this company to put my vehicle back together since all they did was a diagnostic and compression testsAs I stated before, after seeing the work they have doneI do not feel comfortable nor do I trust this company to fix/touch my vehicle ever againIts my safety not theirsThey not not put the parts they took off back which made my vehicle more unsafe and I could've gotten physically hurtWhen I picked up the vehicle I was not given any diagnostic and compression readings/paperwork for each cylinder on my vehicle, I was only given a receipt, which is making me question what they didI felt that I didn't have to call them at the time, instead I contacted the Revdex.com because I knew they would not put my vehicle back to the the state I had first given them for testing and diagnosticPlease refund my money and mail me my radiator cap, I'm sure its laying around their shop
Good morning, we would like to invite the guest to come in and speak with our Service Manager if he would likeOne of our very best technicians worked on his vehicle, and we are confident that everything was put back and connected prior to the guest picking upAgain, this would be a different outcome if the guest would've called us or informed us in any way of any issue, so that we would have had the opportunity to resolve thisWe are aware that things happen and if this was something we caused and were made aware of it, we would have corrected itis what was authorized by the guest to do a diagnosisOur technician did the diagnosis and recommended repairs which the guest declinedThere is nothing further on our endThank you
As we stated before, key was oldWe offered to repair it and guest declinedShe wants us to replace itWe tried to help out, even though it was an old key, by offering a discount as wellGuest declinedVehicle and key are approxyears old, and keys deteriorate by wear and tearThere was nothing we did to break her keyThere is nothing furtherThank you
Initial Business Response / [redacted] (1000, 5, 2016/07/15) */ So sorry for the late responseI am currently working with the Sales/Service Management due to the fact that multiple departments are involved in this complaintMay I please ask what the case number for this guest is from CorporateIf The guest can get me their case number and case worker, it would be much easier to find out what was done and be able to find some sort of resolutionThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) My case worker was [redacted] and case number is XXXXXXXX Final Business Response / [redacted] (4000, 13, 2016/07/21) */ We would love to resolve this issue, but unfortunately our dealership has no buyback program/Lemon LawThe only people who are able to make that decision would be CorporateI would recommend calling ***, their case managerWe do apologize that we are unable to help any further Final Consumer Response / [redacted] (4200, 15, 2016/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not feel they have sufficiently tried to resolve this or helpPassing the buck to corporateWe bought the car from Victorville Motors and have only contacted corporate in the first place because they refuse to help or resolve the issue
As I stated on 7/26/I took my car to dealership for repairs when I picked up vehicle car key was broken is was not broken when I took vehicle inI had problems with Victorville motors before breaking items on my vehicle and trying to cover there mistakes up by not being true full and honest and I would not suggest anyone to go to the dealership for nothing there dishonest and not true full please run far and never look back,the management is very disrespectful and need to get a degree in honesty and customer service bad business I have been a customer there for years and will never go back,I will be seeing them in court