The complaint was submitted on 2-10- We left a message on 2-11- Mr [redacted] was here for installation of the part on Friday, February 12, There was no charge for the part or installation The part took a few days to get here and then the parts had to be painted in our body shop which requires at least hours This whole process took about days including the weekend The customer has been contacted after he was in and we believe everything has been resolved
In reading the complaint from Ms. [redacted] , Uptown was contacted on March 22, 2017 and received a request to cancel warranty coverage. We needed to get a mileage statement from the insurance company to verify the mileage and we received that a few days later. The end of the month is very... busy at our dealership so we didn't process the cancellation until the first few days of April and then we received the funds on April 12, 2017. The check was sent out that day to the finance company.Most warranties take a few weeks to cancel and the funds were sent out within 15 days of the receiving the necessary information. The interest accrued on the outstanding value of the warranty is 46 cents a day. We will send a check out for the $6.90 for the amount of interest on the extended service policy.
[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 is satisfactory to me.
Regards,
*** ***
I believe there was a misunderstanding on what Jessica offered Mr***. Jessica was going to pick up the rental charges for Saturday, Sunday and Monday. The Mountaineer was completed on Monday and ready for pick up on July 27th. The rental vehicle was out for days
according to the rental agreement. So $per day would total $Uptown only charged Mr*** $96.00 which is only about days for the rental.The issue here is that when Jessica said she would pick up the charges for the weekend, it was misinterpreted as the whole time period. Uptown will reimburse Mr*** for the $for the rental for the day period. This should resolve the issue. If there is an issue, please call Glenn Pentler at Uptown. I am the dealer principal at Uptown. A check will be mailed to Mr*** for the total charges paid on the rental.Please consider us for future service on your vehicle. You may contract either myself or Bob M***, the *** ***
The complaint was submitted on 2-10-16. We left a message on 2-11-16. Mr. [redacted] was here for installation of the part on Friday, February 12, 2016. There was no charge for the part or installation. The part took a few days to get here and then the parts had to be painted in...
our body shop which requires at least 24 hours. This whole process took about 8 days including the weekend. The customer has been contacted after he was in and we believe everything has been resolved.
[redacted] arrived at the Uptown Express Lane shortly before 4 pm on April 20th. He instructed us to install the aftermarket wheels he purchased on the 2016 Dodge Challenger he purchased from another location. We were unable to verify the fitment (Definition of something that fits....
The proper positioning and orientation of a thing for it to serve it's designed purpose)of the aftermarket wheel before we installed them on the vehicle. We were assured by the customer that Diamond Wheels verified fitment, so we went ahead with moving the tires from the factory wheel to the purchased aftermarket wheels. Upon completion, we lowered the vehicle to the ground and pulled it a couple of feet forward. When moving the vehicle, the aftermarket wheels [redacted] provided made contact with the brake calipers because the wheel offset was not appropriate for the trim level (Challenger Scat Pack) of the vehicle.We spoke with [redacted] on April 26th in the early afternoon to review the situation and try to figure out a resolution. During that conversation, he expressed that Diamond Wheels agreed to participate until they found out the cost of the calipers that are in question. [redacted] agreed that it was not all our fault, but since the wheel company was not going to participate anymore, he was between a rock and a hard place and did not feel he should pay for the calipers. [redacted] also confided that he does a lot of his own work on his vehicles, but did not have tire changing equipment to complete this job. He could have verified fitment without having the tires mounted on the vehicle.[redacted] purchased the Challenger from another dealer and the wheels from an online store. The online store verified that the wheels were for his vehicle even after we had the issue. We did not charge [redacted] for mounting and balancing 8 tires while he was here because we wanted to show that we were not trying to take advantage of a bad situation. We also had [redacted] sign the work order before he left that stated "Customer came in with wheels purchased through eBay. Once finished we went to roll vehicle out, got 2 feet and heard scraping noise from front end. Realized that the offset of front wheels were wrong scraping the calipers. Informed customer. Put tires on stock wheels."Uptown was assured by [redacted] that Diamond Wheels verified that the wheels would fit on the vehicle. We proceeded with that assurance. They did not. Uptown did not charge anything. We are willing to split the $950.00 and pay $475.00. Either Diamond Wheels or [redacted] should take responsibility that the wheels purchased on eBay did not fit the vehicle.
In reading the complaint from Ms. [redacted], Uptown was contacted on March 22, 2017 and received a request to cancel warranty coverage. We needed to get a mileage statement from the insurance company to verify the mileage and we received that a few days later. The end of the month is very...
busy at our dealership so we didn't process the cancellation until the first few days of April and then we received the funds on April 12, 2017. The check was sent out that day to the finance company.Most warranties take a few weeks to cancel and the funds were sent out within 15 days of the receiving the necessary information. The interest accrued on the outstanding value of the warranty is 46 cents a day. We will send a check out for the $6.90 for the amount of interest on the extended service policy.
I do not think there is any dispute that Ms. [redacted]s did receive a new engine for the 2008 Suburban that Fagen Automotive put in. This was referenced in her original complaint that the service policy did cover the new engine. As indicated in the attachment, she paid $645.00 plus tax for the policy. Ms. [redacted] purchased a 6 month, 6,000 mile policy that is now expired on time and perhaps mileage (contract in attachment). The GM supplied engine does have a much longer warranty and that is why there is an additional cost. The warranty of the other engine was 12 months or 12,000 miles. The warranty company offered her roughly another year of warranty. Ms. [redacted] was given a choice by the warranty provider. She opted for the 3 year warranty instead on the 12 month warranty. Now she has coverage for 3 years with a vehicle that has approximately 115,000 miles. We agree that the 3 year warranty is worth the extra $700 investment. Any customer would select the longest warranty coverage possible but there is an understanding that additional coverage will have extra costs. If I understand correctly, now the expectation is that Uptown should pay the extra $700 for the 3 year coverage that originally was 6 month, 6,000 mile coverage that has now expired. We will not participate in the extra costs of the extended 3 year warranty protection that she decided to purchase. When the vehicle was checked under warranty at Bergstrom, the air conditioning was working properly, We have never sold any information on a customer to an outside vendor.I wish her many miles and a pleasurable experience in her Suburban in the future and in the years ahead.
Ms. [redacted] did purchase the Suburban with 109,800 miles in January 2015. The first e-mail that I sent to Ms. [redacted] was on March 25, 2015, which was approximately 2 months after delivery. She complained about the navigation system which after some instructions with her, appears to be...
working properly. The brake pads were replaced but the rotors were not turned. The hinge on the driver's door was replaced. No mention at this time of any ticking in the engine two months after delivery. She then requested what was done before we offered the Suburban for sale. Below I am listing the items that were replaced to prepare the Suburban for sale. The window sticker that was on the vehicle and put in the glove box outlines the elements of the car that are inspected. As you can see, we did not cut corners during the inspection and replaced many maintenance type components.1. Upper and lower ball joints2. Serpentine belt3. Alignment4. External bulb5. Rear U joints6. Oil pan gasket7. Right front bearing and hub8. Right front axle boot9. right front axle seatBecause the vehicle had over 100,000 miles, it was prudent on Ms. [redacted]'s part to purchase an extended service warranty. The engine must have been replaced within a month of the March 25th e-mail. Ms. [redacted] perhaps had a remanufactured engine put in the Suburban and that must have been the upcharge for this. That is her choice but not something that the warranty will cover. We did not put a heavier weight oil in the Suburban. We did not mask any engine noise. This is all conjecture and even the service advisor did not state that we had put in heavier oil. The type of oil placed in the Suburban could have been checked at that point but was not. So to say that we knew about this is not warranted.The second issue is the air conditioning. Ms. [redacted] states that Bergstrom states there is no leak in the air conditioning at this time. I believe it is working properly now. Uptown did not do anything dishonest in representing this vehicle to the [redacted]s. The ticking noise was not even mentioned in her March 25, 2015 e-mail. Uptown spent over $2000 on a safety inspection and the customer spent $1100 a few days before he traded the unit. I believe this is exercising due diligence in the sale and safety of the Suburban. Our goal in reconditioning is to make is safe, not new. In the month of January, we encourage our staff to have the vehicle out front if they have an appointment whether it is a used vehicle or a brand new $70,000 Suburban. I look at this as customer service, not deception. As far as paying for an upgrade, that was her decision. She states that the warranty did not pay for a GM engine. A GM Engine is the only engine that will fit in her Suburban. Also, Fagan was the dealer who replaced the engine. If we replace an engine, we normally would put the guest in a vehicle until the car was completed. This is obviously a large job and they were compensated at their retail rate.As far as the air conditioning is concerned, Bergstrom did a dye test to detect for any leaks and no leaks were found. Please keep in mind that the engine was replaced and then she took it in for air conditioning work. Removing a whole engine from a vehicle is disruptive to the engine compartment. Normally you do check things like the heater and air conditioning before releasing the vehicle to the customer on such a large repair. Perhaps Fagan Chevrolet did check it and found nothing wrong. Anyway, within a short period of time (one or two weeks) Ms. [redacted] took the Suburban to Bergstrom to check the air and they found no leaks after the dye test. The air conditioning is working at this point in time.In summary, the warranty did cover a replacement engine. It had to be a GM engine that was placed in the Suburban. The warranty did cover a replacement rental for 7 days. As stated previously, perhaps she should ask Fagan Chevrolet for reimbursement. We would provide rental assistance for such a large customer repair. In a normal transaction the heater and air conditioning would have been checked by Fagan before the vehicle was returned to the [redacted]s. She took it to Bergstrom and after the dye test, the air conditioning is working properly. The vehicle is safe and working properly. I wish the [redacted]'s many more miles of driving pleasure in their Suburban.
[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 11982138, and find that this resolution is satisfactory to me. Thank you for replacing this tire for me and my family. I am pleased that we could resolve this matter so promptly.
Regards,
Dana C[redacted]
I called Dana C[redacted] at 2;45 on 2-09-17.The tire did get punctured after Uptown delivered the Lincoln.if the tire was low due to low air pressure it would not cause a rupture in the side wall. However, in the interest of customer satisfaction we will put a new tire on the Lincoln at no charge to Dana...
C[redacted].Please call Marin in service at your convenience
In response to the complaint made on July 5th, 2016 with regards to customer service related issues. Although this issue is with regards to the pending delivery of a new vehicle on June 24, 2016 we have been communicating with this client since November 9th, 2015. Since November we have...
potentially sold this customer two alternate vehicles. Both of which we were unable to put together as we couldn’t reach the customers preferred monthly payment budget. Since November over 181 emails have been exchanged between Internet Manager [redacted] and Internet Assistant [redacted] in attempts to find the customer the perfect fit. In this time we built what we thought to be a great relationship with this customer. Therefore, when he sent an email on June 14th telling us he was super interested in the loaner we had given him while his vehicle was in service we started the process of putting a deal together for a third time. We found the perfect vehicle for the customer, agreed on the figures, collected a non-refundable deposit (customer agreed to this via email) and brought the vehicle to our dealership. We picked up the vehicle on June 21st expecting to deliver the vehicle however the customer was now going to be out of town. On June 22nd the customer requested we now send him new figures to review. The New Car Manager, [redacted], respectfully declined sending those new figures. We explained to him that it would cost him significantly more money to purchase the vehicle the way the customer was hoping to. Again after working with this customer with over 8 months we thought we had the relationship build that he would trust our professional guidance. Although at the time [redacted] respectfully declined we did send the figures the customer requested first thing the morning of the 23rd of June. In this email the customer could clearly see that it would be costing him an additional $11,823 to purchase the vehicle in the way he wanted. He claims he did not receive this email, although he was replying to other emails being sent. Seeing as how we did not send the figures on the 22th of June as requested the customer then told us he would not be taking delivery of the vehicle. The vehicle we located and brought to the dealership for him with the understanding that if he did not take delivery we would not refund his deposit. That being said our General Manager, [redacted], attempted to contact the customer by phone 3 times over the course of 2 days. He was hung up on once and the other two times the calls went unanswered. A number of additional emails and texts were sent asking the customer to contact [redacted] but the customer did not return a call. [redacted] contacted the customer to not only refund his deposit as requested but also to apologize. When we take a credit card deposit over the phone or email that private information is either shredded or deleted immediately. We needed the customer to return our calls in order to refund his deposit. We had our IT department locate the email in which the customer sent his credit information over for the deposit and it has been credited back and receipts have been mailed. We feel this could have been resolved sooner had the customer given us the opportunity to speak with him in person or over the phone. We feel we have been more then accommodating with this customer over the last 8 months and it’s truly sad it came to this. He should have received his $500 credit on his credit card by now.
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.
I think Uptown Motors should stop while they are so far behind. They cannot keep the facts straight, nor accept any responsibility for the minimal fact of not offering to discuss my concerns with me, nor offer to inspect the vehicle. Instead, I was met with arrogance and I was being blamed for things that I didn't even do. The warranty for the engine that I had to purchase was from a General Motors factory, and not the cheap engine from a 'no name' company in 'Somewhere, Virginia.' The GM engine came with a 100,000 mile warranty versus the 12,000 warranty that the after market warranty would provide. Uptown Motors pays no attention to detail. I mentioned to the salesman that the 'n' was missing in the name 'Uptown" of their logo located on the back of the vehicle. I find it highly offensive that Uptown chooses to get my name wrong; you have spelled it incorrectly which proves that you pay no attention to detail, nor have any concern for your customers. Again, if you don't pay attention to these little things, why would anyone believe you would pay attention to bigger details?
Regards,
[redacted]
The complaint was submitted on 2-10- We left a message on 2-11- Mr [redacted] was here for installation of the part on Friday, February 12, There was no charge for the part or installation The part took a few days to get here and then the parts had to be painted in our body shop which requires at least hours This whole process took about days including the weekend The customer has been contacted after he was in and we believe everything has been resolved
In reading the complaint from Ms. [redacted] , Uptown was contacted on March 22, 2017 and received a request to cancel warranty coverage. We needed to get a mileage statement from the insurance company to verify the mileage and we received that a few days later. The end of the month is very... busy at our dealership so we didn't process the cancellation until the first few days of April and then we received the funds on April 12, 2017. The check was sent out that day to the finance company.Most warranties take a few weeks to cancel and the funds were sent out within 15 days of the receiving the necessary information. The interest accrued on the outstanding value of the warranty is 46 cents a day. We will send a check out for the $6.90 for the amount of interest on the extended service policy.
[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 is satisfactory to me.
Regards,
*** ***
I believe there was a misunderstanding on what Jessica offered Mr***. Jessica was going to pick up the rental charges for Saturday, Sunday and Monday. The Mountaineer was completed on Monday and ready for pick up on July 27th. The rental vehicle was out for days
according to the rental agreement. So $per day would total $Uptown only charged Mr*** $96.00 which is only about days for the rental.The issue here is that when Jessica said she would pick up the charges for the weekend, it was misinterpreted as the whole time period. Uptown will reimburse Mr*** for the $for the rental for the day period. This should resolve the issue. If there is an issue, please call Glenn Pentler at Uptown. I am the dealer principal at Uptown. A check will be mailed to Mr*** for the total charges paid on the rental.Please consider us for future service on your vehicle. You may contract either myself or Bob M***, the *** ***
The complaint was submitted on 2-10-16. We left a message on 2-11-16. Mr. [redacted] was here for installation of the part on Friday, February 12, 2016. There was no charge for the part or installation. The part took a few days to get here and then the parts had to be painted in...
our body shop which requires at least 24 hours. This whole process took about 8 days including the weekend. The customer has been contacted after he was in and we believe everything has been resolved.
[redacted] arrived at the Uptown Express Lane shortly before 4 pm on April 20th. He instructed us to install the aftermarket wheels he purchased on the 2016 Dodge Challenger he purchased from another location. We were unable to verify the fitment (Definition of something that fits....
The proper positioning and orientation of a thing for it to serve it's designed purpose)of the aftermarket wheel before we installed them on the vehicle. We were assured by the customer that Diamond Wheels verified fitment, so we went ahead with moving the tires from the factory wheel to the purchased aftermarket wheels. Upon completion, we lowered the vehicle to the ground and pulled it a couple of feet forward. When moving the vehicle, the aftermarket wheels [redacted] provided made contact with the brake calipers because the wheel offset was not appropriate for the trim level (Challenger Scat Pack) of the vehicle.We spoke with [redacted] on April 26th in the early afternoon to review the situation and try to figure out a resolution. During that conversation, he expressed that Diamond Wheels agreed to participate until they found out the cost of the calipers that are in question. [redacted] agreed that it was not all our fault, but since the wheel company was not going to participate anymore, he was between a rock and a hard place and did not feel he should pay for the calipers. [redacted] also confided that he does a lot of his own work on his vehicles, but did not have tire changing equipment to complete this job. He could have verified fitment without having the tires mounted on the vehicle.[redacted] purchased the Challenger from another dealer and the wheels from an online store. The online store verified that the wheels were for his vehicle even after we had the issue. We did not charge [redacted] for mounting and balancing 8 tires while he was here because we wanted to show that we were not trying to take advantage of a bad situation. We also had [redacted] sign the work order before he left that stated "Customer came in with wheels purchased through eBay. Once finished we went to roll vehicle out, got 2 feet and heard scraping noise from front end. Realized that the offset of front wheels were wrong scraping the calipers. Informed customer. Put tires on stock wheels."Uptown was assured by [redacted] that Diamond Wheels verified that the wheels would fit on the vehicle. We proceeded with that assurance. They did not. Uptown did not charge anything. We are willing to split the $950.00 and pay $475.00. Either Diamond Wheels or [redacted] should take responsibility that the wheels purchased on eBay did not fit the vehicle.
In reading the complaint from Ms. [redacted], Uptown was contacted on March 22, 2017 and received a request to cancel warranty coverage. We needed to get a mileage statement from the insurance company to verify the mileage and we received that a few days later. The end of the month is very...
busy at our dealership so we didn't process the cancellation until the first few days of April and then we received the funds on April 12, 2017. The check was sent out that day to the finance company.Most warranties take a few weeks to cancel and the funds were sent out within 15 days of the receiving the necessary information. The interest accrued on the outstanding value of the warranty is 46 cents a day. We will send a check out for the $6.90 for the amount of interest on the extended service policy.
I do not think there is any dispute that Ms. [redacted]s did receive a new engine for the 2008 Suburban that Fagen Automotive put in. This was referenced in her original complaint that the service policy did cover the new engine. As indicated in the attachment, she paid $645.00 plus tax for the policy. Ms. [redacted] purchased a 6 month, 6,000 mile policy that is now expired on time and perhaps mileage (contract in attachment). The GM supplied engine does have a much longer warranty and that is why there is an additional cost. The warranty of the other engine was 12 months or 12,000 miles. The warranty company offered her roughly another year of warranty. Ms. [redacted] was given a choice by the warranty provider. She opted for the 3 year warranty instead on the 12 month warranty. Now she has coverage for 3 years with a vehicle that has approximately 115,000 miles. We agree that the 3 year warranty is worth the extra $700 investment. Any customer would select the longest warranty coverage possible but there is an understanding that additional coverage will have extra costs. If I understand correctly, now the expectation is that Uptown should pay the extra $700 for the 3 year coverage that originally was 6 month, 6,000 mile coverage that has now expired. We will not participate in the extra costs of the extended 3 year warranty protection that she decided to purchase. When the vehicle was checked under warranty at Bergstrom, the air conditioning was working properly, We have never sold any information on a customer to an outside vendor.I wish her many miles and a pleasurable experience in her Suburban in the future and in the years ahead.
Ms. [redacted] did purchase the Suburban with 109,800 miles in January 2015. The first e-mail that I sent to Ms. [redacted] was on March 25, 2015, which was approximately 2 months after delivery. She complained about the navigation system which after some instructions with her, appears to be...
working properly. The brake pads were replaced but the rotors were not turned. The hinge on the driver's door was replaced. No mention at this time of any ticking in the engine two months after delivery. She then requested what was done before we offered the Suburban for sale. Below I am listing the items that were replaced to prepare the Suburban for sale. The window sticker that was on the vehicle and put in the glove box outlines the elements of the car that are inspected. As you can see, we did not cut corners during the inspection and replaced many maintenance type components.1. Upper and lower ball joints2. Serpentine belt3. Alignment4. External bulb5. Rear U joints6. Oil pan gasket7. Right front bearing and hub8. Right front axle boot9. right front axle seatBecause the vehicle had over 100,000 miles, it was prudent on Ms. [redacted]'s part to purchase an extended service warranty. The engine must have been replaced within a month of the March 25th e-mail. Ms. [redacted] perhaps had a remanufactured engine put in the Suburban and that must have been the upcharge for this. That is her choice but not something that the warranty will cover. We did not put a heavier weight oil in the Suburban. We did not mask any engine noise. This is all conjecture and even the service advisor did not state that we had put in heavier oil. The type of oil placed in the Suburban could have been checked at that point but was not. So to say that we knew about this is not warranted.The second issue is the air conditioning. Ms. [redacted] states that Bergstrom states there is no leak in the air conditioning at this time. I believe it is working properly now. Uptown did not do anything dishonest in representing this vehicle to the [redacted]s. The ticking noise was not even mentioned in her March 25, 2015 e-mail. Uptown spent over $2000 on a safety inspection and the customer spent $1100 a few days before he traded the unit. I believe this is exercising due diligence in the sale and safety of the Suburban. Our goal in reconditioning is to make is safe, not new. In the month of January, we encourage our staff to have the vehicle out front if they have an appointment whether it is a used vehicle or a brand new $70,000 Suburban. I look at this as customer service, not deception. As far as paying for an upgrade, that was her decision. She states that the warranty did not pay for a GM engine. A GM Engine is the only engine that will fit in her Suburban. Also, Fagan was the dealer who replaced the engine. If we replace an engine, we normally would put the guest in a vehicle until the car was completed. This is obviously a large job and they were compensated at their retail rate.As far as the air conditioning is concerned, Bergstrom did a dye test to detect for any leaks and no leaks were found. Please keep in mind that the engine was replaced and then she took it in for air conditioning work. Removing a whole engine from a vehicle is disruptive to the engine compartment. Normally you do check things like the heater and air conditioning before releasing the vehicle to the customer on such a large repair. Perhaps Fagan Chevrolet did check it and found nothing wrong. Anyway, within a short period of time (one or two weeks) Ms. [redacted] took the Suburban to Bergstrom to check the air and they found no leaks after the dye test. The air conditioning is working at this point in time.In summary, the warranty did cover a replacement engine. It had to be a GM engine that was placed in the Suburban. The warranty did cover a replacement rental for 7 days. As stated previously, perhaps she should ask Fagan Chevrolet for reimbursement. We would provide rental assistance for such a large customer repair. In a normal transaction the heater and air conditioning would have been checked by Fagan before the vehicle was returned to the [redacted]s. She took it to Bergstrom and after the dye test, the air conditioning is working properly. The vehicle is safe and working properly. I wish the [redacted]'s many more miles of driving pleasure in their Suburban.
[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 11982138, and find that this resolution is satisfactory to me. Thank you for replacing this tire for me and my family. I am pleased that we could resolve this matter so promptly.
Regards,
Dana C[redacted]
I called Dana C[redacted] at 2;45 on 2-09-17.The tire did get punctured after Uptown delivered the Lincoln.if the tire was low due to low air pressure it would not cause a rupture in the side wall. However, in the interest of customer satisfaction we will put a new tire on the Lincoln at no charge to Dana...
C[redacted].Please call Marin in service at your convenience
In response to the complaint made on July 5th, 2016 with regards to customer service related issues. Although this issue is with regards to the pending delivery of a new vehicle on June 24, 2016 we have been communicating with this client since November 9th, 2015. Since November we have...
potentially sold this customer two alternate vehicles. Both of which we were unable to put together as we couldn’t reach the customers preferred monthly payment budget. Since November over 181 emails have been exchanged between Internet Manager [redacted] and Internet Assistant [redacted] in attempts to find the customer the perfect fit. In this time we built what we thought to be a great relationship with this customer. Therefore, when he sent an email on June 14th telling us he was super interested in the loaner we had given him while his vehicle was in service we started the process of putting a deal together for a third time. We found the perfect vehicle for the customer, agreed on the figures, collected a non-refundable deposit (customer agreed to this via email) and brought the vehicle to our dealership. We picked up the vehicle on June 21st expecting to deliver the vehicle however the customer was now going to be out of town. On June 22nd the customer requested we now send him new figures to review. The New Car Manager, [redacted], respectfully declined sending those new figures. We explained to him that it would cost him significantly more money to purchase the vehicle the way the customer was hoping to. Again after working with this customer with over 8 months we thought we had the relationship build that he would trust our professional guidance. Although at the time [redacted] respectfully declined we did send the figures the customer requested first thing the morning of the 23rd of June. In this email the customer could clearly see that it would be costing him an additional $11,823 to purchase the vehicle in the way he wanted. He claims he did not receive this email, although he was replying to other emails being sent. Seeing as how we did not send the figures on the 22th of June as requested the customer then told us he would not be taking delivery of the vehicle. The vehicle we located and brought to the dealership for him with the understanding that if he did not take delivery we would not refund his deposit. That being said our General Manager, [redacted], attempted to contact the customer by phone 3 times over the course of 2 days. He was hung up on once and the other two times the calls went unanswered. A number of additional emails and texts were sent asking the customer to contact [redacted] but the customer did not return a call. [redacted] contacted the customer to not only refund his deposit as requested but also to apologize. When we take a credit card deposit over the phone or email that private information is either shredded or deleted immediately. We needed the customer to return our calls in order to refund his deposit. We had our IT department locate the email in which the customer sent his credit information over for the deposit and it has been credited back and receipts have been mailed. We feel this could have been resolved sooner had the customer given us the opportunity to speak with him in person or over the phone. We feel we have been more then accommodating with this customer over the last 8 months and it’s truly sad it came to this. He should have received his $500 credit on his credit card by now.
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.
I think Uptown Motors should stop while they are so far behind. They cannot keep the facts straight, nor accept any responsibility for the minimal fact of not offering to discuss my concerns with me, nor offer to inspect the vehicle. Instead, I was met with arrogance and I was being blamed for things that I didn't even do. The warranty for the engine that I had to purchase was from a General Motors factory, and not the cheap engine from a 'no name' company in 'Somewhere, Virginia.' The GM engine came with a 100,000 mile warranty versus the 12,000 warranty that the after market warranty would provide. Uptown Motors pays no attention to detail. I mentioned to the salesman that the 'n' was missing in the name 'Uptown" of their logo located on the back of the vehicle. I find it highly offensive that Uptown chooses to get my name wrong; you have spelled it incorrectly which proves that you pay no attention to detail, nor have any concern for your customers. Again, if you don't pay attention to these little things, why would anyone believe you would pay attention to bigger details?
Regards,
[redacted]