Video Installation Service

[redacted] , I have looked into your deal and have a status updateYour loan has been booked and finalized with our lender, [redacted] as of 01/27/Their customer service telephone number is [redacted] Please feel free to reach out to them with any questions regarding your auto loan account I would like to apologize deeply for the delay in getting your purchase transaction funded through our lender and for the lack of communication from our Finance DeptIn review of the issues from the initial loan approval, we came across an issue we weren’t expecting with regards to your [redacted] / [redacted] statusWhat initially wasn’t an issue with our lender became one when verifying your [redacted] statusPlease feel free to contact me directly with any further questions regarding your purchaseI thank you very much for your business and will help in any other way I can Thank you, Eliel R [redacted] General Manager [redacted] ***

[redacted] Thank you for taking the time to chat with me todayI want to apologize again for the length of time this process has taken and for the effort that was needed on your part to make sure this was resolvedAfter researching your inquiry and request for a status update I am happy to provide the following: · As of 11/04/ a refund check for $1, [redacted] made payable to [redacted] was issued and overnighted [redacted] to the lenderWe referenced your vehicles last of vin # to make sure the funds were applied in the proper account· As of 11/07/ [redacted] received and processed check for payment/credit to your account For full confirmation that this payment has been successfully applied to your account I would recommend calling [redacted] or checking your online account history to see if that payment has been properly posted Thank you very much for bringing this to my attention and if there is anything else I can do for you please do not hesitate to give me a call Thank you, Eliel R [redacted] General Manager Gillman Subaru 713-776-ph

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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

The following was sent to the customer We have also offered a meeting with MsDuncan on Wednesday at 11:at the dealership.Please note the warranty was on the wrong form and was resubmitted No signature was required for the second submittalMsDuncan, Thank you for your feedbackI want you to know that your concerns are very important to usWe have diagnosed your vehicle and I want to address all concerns previously voiced to meSee below Regarding your vehicle’s brake pads/rotors: We have diagnosed/inspected the rotors and those are in good condition See photos attached.) No resurfacing or replacement needed at this timeThe brake pads however, appear to be non-ceramic pads and are the reason your car has the squeaking sound when the brakes are appliedWe will replace those for you free of charge as a gesture of goodwillIt is my understanding that you had these recently replaced at an independent shop Regarding your vehicle’s service contract: I have been in touch with Preferred Protection’s claims and processing department and have been given confirmation that your original contract (see attached) has been processed and activatedPlease let me know if you have any questions regarding the policy or coveragePPP should have this record noted internallyI spoke to Preston Like in the Preferred Protection claims department Regarding your vehicles transmission: Found code Pwhich calls for a shifter assembly up/down malfunction replacementWe will have this covered under your warranty and will not cost you anything out of pocket Regarding your desired settlement: We will be happy to work with you on a trade in optionIf a lender approval is available for your credit application, we can work together to trade you out of your current car and transition you into another vehicle of your choicePlease come see me at [redacted] *o get specific details I hope we can come to terms soonLook forward to hearing from you Thank you, Eliel [redacted] General Manager Gillman Subaru 713-776-ph 713-776-fax

Ms [redacted] , I am deeply sorry you have had the experience you’ve had up to this pointWe strive to make every Gillman customer’s purchase experience an exceptional one In regards to your [redacted] COOPER S purchase on 01/17/The initial agreement was to include with your loan approval, an extended service agreement that would cover certain unexpected mechanical or electrical repairsThat was charged to you with the understanding that your bank would advance those funds and make it part of your loanAt the end of the day they did notWe had to re-work the figures and remove the warranty premium from the loan documents and you purchased the service agreement separatelyThat was the issue with the bank not accepting the original loan amount, or documents In regards to the certification label; we are not a ***/BMW franchise dealer to have the ability to label one of their products “certified pre-owned.” We did however, perform a multi-point inspection and there was nothing that we found that didn’t meet or exceed state quality standards and emissions guidelinesI remember speaking to and mailing you the trim piece that was missing on your car (which was on back order from the [redacted] dealer) along with your registration tag and plates in mid-February If there are mechanical or electrical items that are currently needing attention, I would like to have our service department help in making these right for you Please reach out to me directly and I will do everything I can to help Thank you, Eliel [redacted] General Manager Gillman Subaru South 713-776-ph

[redacted] I am very sorry to hear about your son and the delay in getting these cancellation proceeds to youI have looked into your cancellation request and found that we have issued a refund check as of 08/16/The check was sent out for delivery on 08/17/Check was mailed to the address on file: [redacted] I would like to ask, (if you have not received the check by mail) would you like us to place a stop payment on the already issued check and re-issue? We can hold check here at the dealer for you to pick up since it seems we are having difficulty getting this check out to you through the [redacted] Please let me know in which manner you would like me to proceedHope to hear from you soon Thank you, Eliel R [redacted] General Manager Gillman Subaru [redacted] **

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
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 am very sorry to hear about your son and the delay in getting these cancellation proceeds to youI have looked into your cancellation request and found that we have issued a refund check as of 08/16/The check was sent out for delivery on 08/17/Check was mailed to the address on file: *** *** *** *** *** ***
I would like to ask, (if you have not received the check by mail) would you like us to place a stop payment on the already issued check and re-issue? We *** the check if you did not receive the one sent via * * *** Please let me know in which manner you would like me to proceedHope to hear from you soon Thank you, Eliel R*** General Manager Gillman Subaru *** **

Ms. [redacted] met with our attorneys in Wyoming.

Matter resolved. Thank you Revdex.com of Metropolitan Houston. Your assistance in this matter was crucial in my situation & I found your service invaluable.Sincerest Regards,Ms Valerie [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.

[redacted],
 
I have looked into your deal and
have a status update. Your loan has been booked and finalized with our lender,
[redacted] as of 01/27/2016. Their customer service telephone number is
[redacted] Please feel free to reach out to them with any questions
regarding...

your auto loan account.
I would like to apologize deeply
for the delay in getting your purchase transaction funded through our lender
and for the lack of communication from our Finance Dept. In review of the
issues from the initial loan approval, we came across an issue we weren’t
expecting with regards to your [redacted] / [redacted] status. What
initially wasn’t an issue with our lender became one when verifying your
[redacted] status. Please feel free to contact me directly with any further
questions regarding your purchase. I thank you very much for your business and
will help in any other way I can.
 
Thank you,
 
Eliel R[redacted]
General Manager
[redacted]

The following was sent to the customer.  We have also offered a meeting with Ms. Duncan on Wednesday at 11:00 at the dealership.Please note the warranty was on the wrong form and was resubmitted.  No signature was required for the second submittal. Ms. Duncan,   Thank you for...

your feedback. I want you to know that your concerns are very important to us. We have diagnosed your vehicle and I want to address all concerns previously voiced to me. See below.     1.      Regarding your vehicle’s brake pads/rotors:  We have diagnosed/inspected the rotors and those are in good condition See photos attached.) No resurfacing or replacement needed at this time. The brake pads however, appear to be non-ceramic pads and are the reason your car has the squeaking sound when the brakes are applied. We will replace those for you free of charge as a gesture of goodwill. It is my understanding that you had these recently replaced at an independent shop. 2.      Regarding your vehicle’s service contract: I have been in touch with Preferred Protection’s claims and processing department and have been given confirmation that your original contract (see attached) has been processed and activated. Please let me know if you have any questions regarding the policy or coverage. PPP should have this record noted internally. I spoke to Preston Like in the Preferred Protection claims department. 3.      Regarding your vehicles transmission: Found code P0826 which calls for a shifter assembly up/down malfunction replacement. We will have this covered under your warranty and will not cost you anything out of pocket. 4.      Regarding your desired settlement: We will be happy to work with you on a trade in option. If a lender approval is available for your credit application, we can work together to trade you out of your current car and transition you into another vehicle of your choice. Please come see me at [redacted]o get specific details.   I hope we can come to terms soon. Look forward to hearing from you.   Thank you,   Eliel [redacted] General Manager Gillman Subaru 713-776-6315 ph 713-776-4899 fax

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. This is not an offer of resolution. This is just more excuses being made. This e-mail is a continuation of the smoke screen process I've already dealt with & will no longer be a part of. To be offered to have my car checked out after the fact is preposterous. I told Xavier about the oil light coming on & he said that was because I didn't screw the gas cap on all the way. I told him I occasionally smell burning oil & he said it was because there was an oil change done recently & some dripped on the engine & that it would burn off. I knew better than that & said so, but I couldn't get ANYONE at Gillman Subaru South to help me after my loan payment went through. Incorrectly.In a segment of this business response I am told; ' If there are mechanical or electrical items that are currently needing attention, I would like to have our service department help in making these right for you. Please reach out to me directly and I will do everything I can to help.' Eliel [redacted]                                                                                                                                                                                                        General Manager Gillman Subaru South 713-776-6315 phNeedless to say, I do not feel confident in any way whatsoever in bringing my now fixed vehicle to that dealership. The thought of my [redacted] being on their lot & in their shop after everything that has transpired & the way I have been treated is terrifying to say the least. I would be afraid of something negligent being done to it. I do not want to set foot on their premises after the way they applied my loan. It was to be for the purchase of the vehicle. They applied the entire allowable amount even after my bank corrected them for trying to put it through for more than that, afterwards, they repeatedly applied the incorrect amount & finally somehow succeeded.I tried to work with Gillman Subaru South & I was not acknowledged. Each time, I felt as though I was contacting the wrong dealership. Even in this important situation, they absolutely refuse to accept responsibility for their negligence in the handling of this sale. Pushing the liability off onto my bank & myself. The extended warranty wasn't to be part of my loan at any time. Mamun [redacted] was the person who originally made the mistakes then it seemed whoever it got passed onto did the same thing, but different. Why are my bank & I to blame? How does that even make sense? How I am supposed to trust them? Eliel was not involved until later in February for the reasons I stated in my initial complaint. Before that happened, I had to make several trips to the dealership, & by then so much time transpired with me being ignored, that he said he couldn't fix the loan except to mail a check for the difference. The things he states in this e-mail are completely inaccurate, I don't know where he got his misinformation; (the underlined areas are particularly concerning) the 1st & last (underlined) sentences are outright lies. Nothing was to be charged to me except: vehicle cost, taxes & tags. My bank made it clear to them what I was working with, there was no 'ADVANCE' discussion at all. I think they were greedy & wanted the entire allowed amount instead of what I chose to use. That's the only way this makes sense. GREED. 'That was charged to you with the understanding that your bank would advance those funds and make it part of your loan. At the end of the day they did not. We had to re-work the figures and remove the warranty premium from the loan documents and you purchased the service agreement separately. That was the issue with the bank not accepting the original loan amount, or documents.'Yes, Gillman had to re-work the figures & remove the warranty premium from the loan documents because it wasn't to be entered in the first place, not to mention  it would be over the accepted loan amount my bank authorized & I consistently stated that I wanted to be below that amount after all costs. My bank & I didn't push it through, Gillman did. Then, after the 're-work' they still knowingly put it through for $9200.00 instead of the agreed upon $8848.37.UPDATE:I had my vehicle back at the mechanic this month (October) to have the timing chain replaced because with the prior problems, it wasn't getting proper oil lubrication. I know it is in extremely capable & trustworthy hands with the folks at [redacted] of the Woodlands. Fortunately the warranty covered this as well & since it was part of the pre existing condition, I did not have to pay another deductible. I would've paid for my 2009 [redacted] twice already if I did not purchase the extended warranty & I have only had it for nine months. In reality I would not have been able to afford the repairs & the car would be a decorative planter at this point.  It is frightening to realize the entirety of financial strain I would be facing due to the negligence of Gillman Subaru South. 
Regards,Ms. Valerie [redacted]

[redacted]   I am very sorry to hear about your son and the delay in getting these cancellation proceeds to you. I have looked into your cancellation request and found that we have issued a refund check as of 08/16/2016. The check was sent out for delivery on 08/17/2016. Check was mailed...

to the address on file: [redacted]
  I would like to ask, (if you have not received the check by mail) would you like us to place a stop payment on the already issued check and re-issue? We can hold check here at the dealer for you to pick up since it seems we are having difficulty getting this check out to you through the [redacted]   Please let me know in which manner you would like me to proceed. Hope to hear from you soon.   Thank you,   Eliel R[redacted] General Manager Gillman Subaru [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  Please stop payment of the check mailed via [redacted] and overnight a new check preferably by [redacted]. Please email a tracking number to [redacted] - thanks

[redacted]   Thank you for taking the time to chat with me today. I want to apologize again for the length of time this process has taken and for the effort that was needed on your part to make sure this was resolved. After researching your inquiry and request for a status update I am happy...

to provide the following:   ·        As of 11/04/2016  a refund check for $1,798.00 [redacted] made payable to [redacted] was issued and overnighted [redacted] to the lender. We referenced your vehicles last 8 of vin # to make sure the funds were applied in the proper account. ·        As of 11/07/16 [redacted] received and processed check for payment/credit to your account.   For full confirmation that this payment has been successfully applied to your account I would recommend calling [redacted] or checking your online account history to see if that payment has been properly posted.     Thank you very much for bringing this to my attention and if there is anything else I can do for you please do not hesitate to give me a call.   Thank you,   Eliel R[redacted] General Manager Gillman Subaru 713-776-6315 ph

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.

Ms. [redacted],
 I am deeply sorry you have had
the experience you’ve had up to this point. We strive to make every Gillman
customer’s purchase experience an exceptional one.
 In regards to your 2009 [redacted]
COOPER S purchase on 01/17/2015. The initial agreement was to include with...

your
loan approval, an extended service agreement that would cover certain
unexpected mechanical or electrical repairs. That was charged to you with the
understanding that your bank would advance those funds and make it part of your
loan. At the end of the day they did not. We had to re-work the figures and
remove the warranty premium from the loan documents and you purchased the
service agreement separately. That was the issue with the bank not accepting
the original loan amount, or documents.
 In regards to the certification
label; we are not a [redacted]/BMW franchise dealer to have the ability to label one
of their products “certified pre-owned.” We did however, perform a multi-point
inspection and there was nothing that we found that didn’t meet or exceed state
quality standards and emissions guidelines. I remember speaking to and mailing
you the trim piece that was missing on your car (which was on back order from
the [redacted] dealer) along with your registration tag and plates in mid-February.
 If there are mechanical or
electrical items that are currently needing attention, I would like to have our
service department help in making these right for you.
Please reach out to me directly
and I will do everything I can to help.
 Thank you,
 
Eliel [redacted]
General Manager
Gillman Subaru South
713-776-6315 ph