Initial Business Response /* (1000, 5, 2015/01/26) */
Contact Name and Title: *** ***, GM
Contact Phone: XXXXXXXXXX EXT
Contact Email: ***@wheelsofchicago.net
To whom it may concern:
The client bought a Lexus RXfrom us on 1/21/In Septof her engine
went outWhen her engine went out, the client decided to stop paying the lien holder, *** *** and became $past dueThe client was very irritated about her engine going out and could not wait for it to be repairedBecause of this, we offered her to become current with her Lexus RX(bring $because that's what she was past due) and we would sell her a new vehicleThe client came in and brought her account up to date so we sold her another vehicle (Honda Accord) with only $downThe client agreed to bring a deferred down payment of $1,(to cover the remainder of taxes) and her valid drivers license by 11/6/The client failed to do bothThe client also broke two promises after that when we gave her two more extensions on both mattersBecause of non payment and never bringing us her Drivers License, her vehicle was repossessed
Best Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The payment was due on the day that the car was repossesed there was not extensions givingThey turned the car off at 3:00pm when the company closes at 9:00pm and I advised them that I was at work and would be there at 8:00pm and was told OK, When I got in the car it was turned off.I have text messages from their sales person stating that the payment was due that dayAs far as the engine going out I was offered from them (Chicago Acceptance) to fix it and it would be billed on my paymentsAfter I payed to have it towed to there shop I didnt hear from them after constanly calling for updatesWhen I did speak to someone after a week I was told that it was also the catalytic converter ans they went ahead and fixed it as wellI told them that I didnt get a phone call about that and that I couldnt afford for this all upfrontI was giving another payment arangement to add on that costBefore I could bring the money to them I recevied a call saying that they took the car out on the expressway and the transmission was now slipping that they would let be purchase a new vehical and X out the Lexus
Final Business Response /* (4000, 9, 2015/01/29) */
We appreciate your responseUnfortunately we will not be able to give this client any type of refundThe $that was paid was money owed to the finance company, *** *** because the client was past due on her accountThat money was contractually owed to the vender supplying this client the vehicle loan (it has nothing to do with us, the dealership)It is irrelevant as to what text messages the client has from the Sales Repthat works for Wheels of Chicago, as she was past due to an entirely different company, one of which has nothing to do with the Sales RepresentativeBecause the repairs to this clients vehicle were lengthy (the client did not want to wait this amount of time) - the finance company, *** *** authorized to fund her for another vehicle as long as her past due balance of $currentThe client do so, and then Wheels of Chicago, the dealership she had been shopping at, sold her a different vehicle with the approval of the financial institution, *** *** The down payment of $was for her new vehicle, a Honda AccordThat will also not be refundable as she could not come to terms with the contract as she promised on the delivery dateThis client broke multiple contractual obligations, multiple promises, and had a series of events that enabled the finance company, *** *** to pull the loan and reject fundingThis client will not be receiving any refundsI hope this closes this matterThank you
Initial Business Response /* (1000, 5, 2014/09/10) */
On August 8th, this customer did purchase a Chevy Malibu that was sold AS IS AS SHOWNOn 8/22/2014, the client called in and stated that the vehicle would not startWe authorized a tow free of charge to get her vehicle and
drop it off at our service centerThe diagnosis at that time was a bad alternator and starterWe replaced both the alternator and starter and gave the client the repair order invoiceSince the client did not have the funds at the time, we released the vehicle and made a payment arrangement for herClient left happyThe client called us yesterday, 9/9/and told us her starter went bad againWe told her we would warranty the starter without a problem and replace it for herAfter having a service advisor trouble shoot the client on the phone, the diagnosis was not a starterThe vehicle cranked, but would not turn overThis is an entirely separate issueWhen the vehicle gets here will we re-diagnose the issue (and if it is a starter - we have already told the client we will warranty our work and replace it for her no charge)We gave this client a free tow, and same - day service, not to mention a payment plan to help outWe are now waiting for the client to bring her vehicle in so we can re-diagnose what this new issue may beThank you
To start of we really didn't have much credit to begin with but we're hopeful that this dealership could help. Me and my fiancee purchased a 2005 [redacted] with a 100,000 miles on it. It was originally priced at 10 to 11 thousand. Now according to [redacted] and other dealer sites this vehicle was half the price with half the mileage! A year later we started experiencing problems, later to find out we received a recall notice. We understand they really can't help us, and the manager was willing to help with the recall notice. Later, since they seemed customer friendly we decided to suggest this dealership to a family member since they were willing to work with us in the family member tight budget. We found we liked but were extremely overpricing this below average vehicle. The vehicle was a 2005 [redacted] with over 100,000 miles on it, this vehicle at their dealership was priced also at 11,995. They brought it down to just 10,000. If you were to look for a [redacted] with a 10,000 budget you would gotten a way better car than this remedial looking car. We couldn't come to an agreement even though we both pointed out many flaws in their sales. Overall, they have overpriced vehicle that aren't that great, with the hope to take advantage of people without credit. Very disappointing to see great customer service but horrible products.
Initial Business Response /* (1000, 5, 2014/10/16) */
Contact Name and Title: [redacted], GM
Contact Phone: XXXXXXXXXX EXT. 210
Contact Email: [redacted]@wheelsofchicago.net
The consumer purchased a 2007 Toyota Camry on 8/8/2014 and alongside the purchase, the consumer took home a 3,000...
mile or 3 month powertrain warranty, whichever came first. The consumer later had a wheel bearing issue that was brought to attention. Although this item is NOT under warranty, we fixed the Wheel Bearing under good will, to ensure the happiness of the consumer. The consumer later complained about an axle problem, of which we would not put under good will (this is entirely separate from a Wheel Bearing of which the consumer understood) and choose to get it fixed elsewhere because he was not happy with the work our service provided. The consumer still has difficulty understanding the difference between and axle and wheel bearing, which is why he thought the mechanical issue was not fixed (again, entirely separate issues). On 10/4/2014, the consumer called us notifying his engine has gone out. The consumer was out of warranty (because the vehicle was driven more than 3,000 miles to date) and understood the engine was no longer covered. At this point, he requested us to get him an estimate for the engine, of which we had no problem doing. We presented the consumer with the estimate before any types of repairs, and the consumer agreed to the estimate. At this point in time, the consumer told us he could not pay for the engine due to money restrains, so we once again helped him out requesting half down, and $100 extra with each payment. The consumer agreed and gave us $1,200 down and promised $400 upon pick up of the vehicle. When the vehicle was ready, the consumer came in and claimed no one ever told him about the $400 upon delivery (which he had previously agreed to). Once again, we made yet ANOTHER exception and released the vehicle with out the $400. He agreed to bring us the $400 with his next pay period. We've gone far out of our way to help this consumer. If the consumer did not like the estimate before the work was performed, the consumer should have told us and got the work performed elsewhere. We hope this helps resolve the issue. Thanks!
Initial Consumer Rebuttal /* (3000, 7, 2014/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response did not address the issue reported, the workmanship and the foul played on the price of the engine.
Final Business Response /* (4000, 9, 2014/10/27) */
The price of the engine was given to the consumer before performing the work. This is what the cost of the engine was, and if the consumer did not like it he should have taken the vehicle elsewhere. He agreed to the price, and stated he would put 50% of the engine cost down, and we would finance the rest. Again, 50% of $3300 is $1650. He had given us $1200 to start the work and $400 was to be placed upon completion. Upon completion, he came and did not want to provide us with the other $400 (of which he considered foul play) - and this is the agreement he himself made. If he did not like the engine replacement price done by us - he should have not agreed to getting it done and performed the work else here. no one made him perform the engine work with us - he chose to. There was absolutely no foul play, he breached the agreement he had made himself, not us. We hope this helps the customer understand better. We will be more than happy to provide the customer with the original $3300 engine estimate that he signed BEFORE us performing the work and the estimate of $3300 AFTER work performed. Estimates never changed, they were always consistent, and no foul play/negligence on our behalf ever occurred. This client broke many promises, breached multiple payment arrangements, and his vehicle is currently repossessed. The engine wasn't the only issue we had with him. Insurance, auto payments, and repairs were never paid. We hope this issue is now closed.
Final Consumer Response /* (4200, 11, 2014/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think this case need to be move to the next stage since the business has refused to say the truth. I have all the receipts from business and the invoice for the engine too.
They lure you in because they are going to get you good. The cars are very overpriced and they work with you because in the end the screw you big time. Customer service from manager was great at first, but then when my family fell on hard times, the did not work with me, car payments are according to your pay, mine were twice a month, I missed one 2 week car payment, and they repossessed my car while I was in Florida on vacation, when I called to make payment to get car back, they said we will not accept your payment you have to pay car off in full. I was livid considering my family has bought about 8 cars from them over the years and also recommended people to them who have bought cars. People please do not purchase a car from this place, they are evil people.
Initial Business Response /* (1000, 5, 2015/04/01) */
We appreciate your feedback. First off, upon purchase of the vehicle, this client looked it over thoroughly, test drove it, had multiple walk around, and CHOSE to purchase the [redacted]. All of our vehicles do indeed go through...
inspection, and this one passed our quality control. This client came in initially with an issue with his shifter. Although this vehicle is NOT covered under warranty, we replaced it for him under good will. We also told this client we would wash his seats because they were stained at the point of sale. The client agreed and when we had our detail shop re -wash the seats upon a later appointment, the client still wasn't satisfied. To make this client satisfied, we took the vehicle to Snappy's hand detail and spent $180 on full detail inside and out. All of this was done to simply satisfy the client. Later on in the loan, the client had an issue that when pumping gas, gas would spill out. We kept the vehicle here for 5 days, pumping gas into it every single day and could not replicate the problem. Because we couldn't not replicate the problem, we notified the client and he picked his vehicle up. We did everything in our power to keep this client happy, from good will repairs to extensive diagnostics, to going above and beyond what was promised just to ensure our quality of excellence. The client bought a used car, and used cars will have maintenance issues that must be performed over time. I don't think this client understands what a used vehicle is, and thinks that everything should be brand new. In this case, I think we went over and above what normal customer service is and provided this client with superior service.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response due to the following. At time of purchase I was told the seats would be cleaned to the point where the stains would barely be seen. The detail they did was horrible. It looked as though the car had been driven into a swamp. They stated they took the car to [redacted] but it sure didnt look like they did. I have been there mutiple times and they do a great time. It is hard to believe they took the car there with the car it was returned to me. That was the least of my worries though. They mentioned they had the car for 5 days. The spill only occurs when you are filling the tank up. How many times can you fill the tank up in five days when the car is sitting at the dealer. This issue would not happen just once in a while. It was every time I put gas in from multiple gas stations. They also mention that this vehicle was NOT under warranty, yet my documentation stated I had a three month warranty on the car. I had many issues from the moment I drove off the lot. I understand used cars will need maintenance over time but this car was falling apart the moment I purchased it. The car even died on me and I had to get numerous jumps. All this in less then 6 months. The car also didn't have many miles put on due to the safety concerns we had. So most the time, we drove my other vehicle. I disagree with their statement about going above and beyond. They should have put me in another car or refunded my money.
Final Business Response /* (4000, 9, 2015/04/03) */
This consumers stance is terrible skewed on the scenario. Not only did we take it to [redacted] for a complete detail, we also provided the client proof of receipt. Upon picking up the vehicle, the client was extremely happy of how well the vehicle looked and thanked us for taking care of the seats while standing outside. We promised the best detail that we could, and we fully executed on our promise. The vehicle was picked up spotless. The vehicle was indeed here for 5 days. Every day we would leave and take it to the gas station putting $5 in it to see if we could replicate the problem. We were never able to and this client specifically stated it was an intermittent problem (not every time like he is stating now) which is why we tested it 5 separate times on 5 separate days.
In regards to the warranty. This limited power train warranty covers the engine, transmission, and drive axles. The item that the client was complaining about was not a warranteed item, which is why it wasn't covered under warranty. Just like tires, brakes, and cosmetic defects are not covered under warranty.
Lastly, we did offer to switch this client into another unit, all he would have to do was pay taxes on the next unit, with ZERO down to us, the dealer. The client stated he would think about it and never got back to us. I will stand by us going above and beyond service-wise as we did everything possible to keep this client happy and made sure that we were doing a good job in doing so. There are some clients that no matter what we do we just wont be able to satisfy them, and it seems like this is one of those clients. We made a tremendous effort, but got nothing in response.
Final Consumer Response /* (4200, 11, 2015/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will admit that in the very beginning, they were willing to take a look at the car and trying to keep me a happy customer but the problem was that the car was not in the shape they had told me at time of sale. After I had to keep calling due to the problems. They started to not return my calls and the customer service level went down quickly. When I had asked to get into another car, they wanted me to pay another 1k. Not everyone has 1k laying around. I am big on customer service as I have to give great customer service in the line of work I do. This company did not go above and beyond. They shrugged it off and are trying to get away with it. I called them prior to getting rid of the car and they would not call me back.
Initial Business Response /* (1000, 5, 2015/01/26) */
Contact Name and Title: *** ***, GM
Contact Phone: XXXXXXXXXX EXT
Contact Email: ***@wheelsofchicago.net
To whom it may concern:
The client bought a Lexus RXfrom us on 1/21/In Septof her engine
went outWhen her engine went out, the client decided to stop paying the lien holder, *** *** and became $past dueThe client was very irritated about her engine going out and could not wait for it to be repairedBecause of this, we offered her to become current with her Lexus RX(bring $because that's what she was past due) and we would sell her a new vehicleThe client came in and brought her account up to date so we sold her another vehicle (Honda Accord) with only $downThe client agreed to bring a deferred down payment of $1,(to cover the remainder of taxes) and her valid drivers license by 11/6/The client failed to do bothThe client also broke two promises after that when we gave her two more extensions on both mattersBecause of non payment and never bringing us her Drivers License, her vehicle was repossessed
Best Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The payment was due on the day that the car was repossesed there was not extensions givingThey turned the car off at 3:00pm when the company closes at 9:00pm and I advised them that I was at work and would be there at 8:00pm and was told OK, When I got in the car it was turned off.I have text messages from their sales person stating that the payment was due that dayAs far as the engine going out I was offered from them (Chicago Acceptance) to fix it and it would be billed on my paymentsAfter I payed to have it towed to there shop I didnt hear from them after constanly calling for updatesWhen I did speak to someone after a week I was told that it was also the catalytic converter ans they went ahead and fixed it as wellI told them that I didnt get a phone call about that and that I couldnt afford for this all upfrontI was giving another payment arangement to add on that costBefore I could bring the money to them I recevied a call saying that they took the car out on the expressway and the transmission was now slipping that they would let be purchase a new vehical and X out the Lexus
Final Business Response /* (4000, 9, 2015/01/29) */
We appreciate your responseUnfortunately we will not be able to give this client any type of refundThe $that was paid was money owed to the finance company, *** *** because the client was past due on her accountThat money was contractually owed to the vender supplying this client the vehicle loan (it has nothing to do with us, the dealership)It is irrelevant as to what text messages the client has from the Sales Repthat works for Wheels of Chicago, as she was past due to an entirely different company, one of which has nothing to do with the Sales RepresentativeBecause the repairs to this clients vehicle were lengthy (the client did not want to wait this amount of time) - the finance company, *** *** authorized to fund her for another vehicle as long as her past due balance of $currentThe client do so, and then Wheels of Chicago, the dealership she had been shopping at, sold her a different vehicle with the approval of the financial institution, *** *** The down payment of $was for her new vehicle, a Honda AccordThat will also not be refundable as she could not come to terms with the contract as she promised on the delivery dateThis client broke multiple contractual obligations, multiple promises, and had a series of events that enabled the finance company, *** *** to pull the loan and reject fundingThis client will not be receiving any refundsI hope this closes this matterThank you
Initial Business Response /* (1000, 5, 2014/09/10) */
On August 8th, this customer did purchase a Chevy Malibu that was sold AS IS AS SHOWNOn 8/22/2014, the client called in and stated that the vehicle would not startWe authorized a tow free of charge to get her vehicle and
drop it off at our service centerThe diagnosis at that time was a bad alternator and starterWe replaced both the alternator and starter and gave the client the repair order invoiceSince the client did not have the funds at the time, we released the vehicle and made a payment arrangement for herClient left happyThe client called us yesterday, 9/9/and told us her starter went bad againWe told her we would warranty the starter without a problem and replace it for herAfter having a service advisor trouble shoot the client on the phone, the diagnosis was not a starterThe vehicle cranked, but would not turn overThis is an entirely separate issueWhen the vehicle gets here will we re-diagnose the issue (and if it is a starter - we have already told the client we will warranty our work and replace it for her no charge)We gave this client a free tow, and same - day service, not to mention a payment plan to help outWe are now waiting for the client to bring her vehicle in so we can re-diagnose what this new issue may beThank you
To start of we really didn't have much credit to begin with but we're hopeful that this dealership could help. Me and my fiancee purchased a 2005 [redacted] with a 100,000 miles on it. It was originally priced at 10 to 11 thousand. Now according to [redacted] and other dealer sites this vehicle was half the price with half the mileage! A year later we started experiencing problems, later to find out we received a recall notice. We understand they really can't help us, and the manager was willing to help with the recall notice. Later, since they seemed customer friendly we decided to suggest this dealership to a family member since they were willing to work with us in the family member tight budget. We found we liked but were extremely overpricing this below average vehicle. The vehicle was a 2005 [redacted] with over 100,000 miles on it, this vehicle at their dealership was priced also at 11,995. They brought it down to just 10,000. If you were to look for a [redacted] with a 10,000 budget you would gotten a way better car than this remedial looking car. We couldn't come to an agreement even though we both pointed out many flaws in their sales. Overall, they have overpriced vehicle that aren't that great, with the hope to take advantage of people without credit. Very disappointing to see great customer service but horrible products.
Initial Business Response /* (1000, 5, 2014/10/16) */
Contact Name and Title: [redacted], GM
Contact Phone: XXXXXXXXXX EXT. 210
Contact Email: [redacted]@wheelsofchicago.net
The consumer purchased a 2007 Toyota Camry on 8/8/2014 and alongside the purchase, the consumer took home a 3,000...
mile or 3 month powertrain warranty, whichever came first. The consumer later had a wheel bearing issue that was brought to attention. Although this item is NOT under warranty, we fixed the Wheel Bearing under good will, to ensure the happiness of the consumer. The consumer later complained about an axle problem, of which we would not put under good will (this is entirely separate from a Wheel Bearing of which the consumer understood) and choose to get it fixed elsewhere because he was not happy with the work our service provided. The consumer still has difficulty understanding the difference between and axle and wheel bearing, which is why he thought the mechanical issue was not fixed (again, entirely separate issues). On 10/4/2014, the consumer called us notifying his engine has gone out. The consumer was out of warranty (because the vehicle was driven more than 3,000 miles to date) and understood the engine was no longer covered. At this point, he requested us to get him an estimate for the engine, of which we had no problem doing. We presented the consumer with the estimate before any types of repairs, and the consumer agreed to the estimate. At this point in time, the consumer told us he could not pay for the engine due to money restrains, so we once again helped him out requesting half down, and $100 extra with each payment. The consumer agreed and gave us $1,200 down and promised $400 upon pick up of the vehicle. When the vehicle was ready, the consumer came in and claimed no one ever told him about the $400 upon delivery (which he had previously agreed to). Once again, we made yet ANOTHER exception and released the vehicle with out the $400. He agreed to bring us the $400 with his next pay period. We've gone far out of our way to help this consumer. If the consumer did not like the estimate before the work was performed, the consumer should have told us and got the work performed elsewhere. We hope this helps resolve the issue. Thanks!
Initial Consumer Rebuttal /* (3000, 7, 2014/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response did not address the issue reported, the workmanship and the foul played on the price of the engine.
Final Business Response /* (4000, 9, 2014/10/27) */
The price of the engine was given to the consumer before performing the work. This is what the cost of the engine was, and if the consumer did not like it he should have taken the vehicle elsewhere. He agreed to the price, and stated he would put 50% of the engine cost down, and we would finance the rest. Again, 50% of $3300 is $1650. He had given us $1200 to start the work and $400 was to be placed upon completion. Upon completion, he came and did not want to provide us with the other $400 (of which he considered foul play) - and this is the agreement he himself made. If he did not like the engine replacement price done by us - he should have not agreed to getting it done and performed the work else here. no one made him perform the engine work with us - he chose to. There was absolutely no foul play, he breached the agreement he had made himself, not us. We hope this helps the customer understand better. We will be more than happy to provide the customer with the original $3300 engine estimate that he signed BEFORE us performing the work and the estimate of $3300 AFTER work performed. Estimates never changed, they were always consistent, and no foul play/negligence on our behalf ever occurred. This client broke many promises, breached multiple payment arrangements, and his vehicle is currently repossessed. The engine wasn't the only issue we had with him. Insurance, auto payments, and repairs were never paid. We hope this issue is now closed.
Final Consumer Response /* (4200, 11, 2014/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think this case need to be move to the next stage since the business has refused to say the truth. I have all the receipts from business and the invoice for the engine too.
They lure you in because they are going to get you good. The cars are very overpriced and they work with you because in the end the screw you big time. Customer service from manager was great at first, but then when my family fell on hard times, the did not work with me, car payments are according to your pay, mine were twice a month, I missed one 2 week car payment, and they repossessed my car while I was in Florida on vacation, when I called to make payment to get car back, they said we will not accept your payment you have to pay car off in full. I was livid considering my family has bought about 8 cars from them over the years and also recommended people to them who have bought cars. People please do not purchase a car from this place, they are evil people.
Initial Business Response /* (1000, 5, 2015/04/01) */
We appreciate your feedback. First off, upon purchase of the vehicle, this client looked it over thoroughly, test drove it, had multiple walk around, and CHOSE to purchase the [redacted]. All of our vehicles do indeed go through...
inspection, and this one passed our quality control. This client came in initially with an issue with his shifter. Although this vehicle is NOT covered under warranty, we replaced it for him under good will. We also told this client we would wash his seats because they were stained at the point of sale. The client agreed and when we had our detail shop re -wash the seats upon a later appointment, the client still wasn't satisfied. To make this client satisfied, we took the vehicle to Snappy's hand detail and spent $180 on full detail inside and out. All of this was done to simply satisfy the client. Later on in the loan, the client had an issue that when pumping gas, gas would spill out. We kept the vehicle here for 5 days, pumping gas into it every single day and could not replicate the problem. Because we couldn't not replicate the problem, we notified the client and he picked his vehicle up. We did everything in our power to keep this client happy, from good will repairs to extensive diagnostics, to going above and beyond what was promised just to ensure our quality of excellence. The client bought a used car, and used cars will have maintenance issues that must be performed over time. I don't think this client understands what a used vehicle is, and thinks that everything should be brand new. In this case, I think we went over and above what normal customer service is and provided this client with superior service.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response due to the following. At time of purchase I was told the seats would be cleaned to the point where the stains would barely be seen. The detail they did was horrible. It looked as though the car had been driven into a swamp. They stated they took the car to [redacted] but it sure didnt look like they did. I have been there mutiple times and they do a great time. It is hard to believe they took the car there with the car it was returned to me. That was the least of my worries though. They mentioned they had the car for 5 days. The spill only occurs when you are filling the tank up. How many times can you fill the tank up in five days when the car is sitting at the dealer. This issue would not happen just once in a while. It was every time I put gas in from multiple gas stations. They also mention that this vehicle was NOT under warranty, yet my documentation stated I had a three month warranty on the car. I had many issues from the moment I drove off the lot. I understand used cars will need maintenance over time but this car was falling apart the moment I purchased it. The car even died on me and I had to get numerous jumps. All this in less then 6 months. The car also didn't have many miles put on due to the safety concerns we had. So most the time, we drove my other vehicle. I disagree with their statement about going above and beyond. They should have put me in another car or refunded my money.
Final Business Response /* (4000, 9, 2015/04/03) */
This consumers stance is terrible skewed on the scenario. Not only did we take it to [redacted] for a complete detail, we also provided the client proof of receipt. Upon picking up the vehicle, the client was extremely happy of how well the vehicle looked and thanked us for taking care of the seats while standing outside. We promised the best detail that we could, and we fully executed on our promise. The vehicle was picked up spotless. The vehicle was indeed here for 5 days. Every day we would leave and take it to the gas station putting $5 in it to see if we could replicate the problem. We were never able to and this client specifically stated it was an intermittent problem (not every time like he is stating now) which is why we tested it 5 separate times on 5 separate days.
In regards to the warranty. This limited power train warranty covers the engine, transmission, and drive axles. The item that the client was complaining about was not a warranteed item, which is why it wasn't covered under warranty. Just like tires, brakes, and cosmetic defects are not covered under warranty.
Lastly, we did offer to switch this client into another unit, all he would have to do was pay taxes on the next unit, with ZERO down to us, the dealer. The client stated he would think about it and never got back to us. I will stand by us going above and beyond service-wise as we did everything possible to keep this client happy and made sure that we were doing a good job in doing so. There are some clients that no matter what we do we just wont be able to satisfy them, and it seems like this is one of those clients. We made a tremendous effort, but got nothing in response.
Final Consumer Response /* (4200, 11, 2015/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will admit that in the very beginning, they were willing to take a look at the car and trying to keep me a happy customer but the problem was that the car was not in the shape they had told me at time of sale. After I had to keep calling due to the problems. They started to not return my calls and the customer service level went down quickly. When I had asked to get into another car, they wanted me to pay another 1k. Not everyone has 1k laying around. I am big on customer service as I have to give great customer service in the line of work I do. This company did not go above and beyond. They shrugged it off and are trying to get away with it. I called them prior to getting rid of the car and they would not call me back.