Initial Business Response /* ([redacted]0, 9, 2015/12/17) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@harvardauto.com
First off, [redacted] is not on the contract, our client is [redacted] came back to Nova Scotia to get his wheels resurfaced due...
to the age of the truck, and at the same time was getting some dents fixed on the truck. We accommodated [redacted] as best we could, knowing that we had lots to do and very little time to do it. The company we had contracted to do the wheels informed us that it would be in the best interest of the client to not drive for 24 hours after painting the wheels. This was not acceptable to [redacted], so as to try and go a [redacted] above for customer service, I took an almost new set of wheels off a newer truck in my inventory that in the end cost me hundreds of dollars more to make sure the client was taken care of in a timely manner. At the same time all the dents were fixed and the client was completely happy with new wheels. [redacted] was with him and stated that the tires on the wheels werent the same and at my expense I had to do an 8 tire, install and balance to make it right. On top of this they complained that there was something that didnt feel right in the brakes, so again at my expense, I had the truck taken into a repair facility and adjusted and cleaned for [redacted]. I then ended up a week or more later hearing that an air pressure sensor, which can be fixed for ** to ** dollars needed to be replaced. After spending hundreds of extra dollars over and above the agreed upon terms of the sale I had to tell the client that you have newer wheels at no charge, a brake service at no charge, and during the entire day a loaner vehicle with gas supplied so they could do errands, again at no charge. It seemed to be only fair that they take care of a ** dollar issue that is not covered by any automobile dealership anywhere as it is an electronic part.
Initial Consumer Rebuttal /* ([redacted]0, 11, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not with the purchaser of this vehicle when he returned to get the tires or other issues repaired as agreed upon during the purchase of the vehicle. [redacted]) nor the owner has ever replied to any emails or concerns sent to them. As for the tire pressure sensor the dealership was notified immediately as soon as I learned about it.
As per an email received from the dealership the front brakes were repaired by them when they received the truck from the previous owner before it went on their lot.
I suggest that [redacted]'s get his facts straight. Had he dealt with the client instead of having the [redacted] do it he would be fully aware of all of the facts.
Final Business Response /* ([redacted]0, 14, 2015/12/23) */
My position remains the same, we as a dealership went far above what was expected or asked of us. We did not contact the clients when their trade in turned out to have many issues that my service department says must have been evident to the owners.I realize that its ok to trade in a vehicle to a dealership with no remorse, and further, its so easy for clients to say we didnt look at their trade or appraise it, we genuinely took them at their word that it was in "mint" condition. As to not get into a back and forth discussion over every little detail that seems to over shadow the fact that we as a dealership lots over [redacted] dollars on this transaction due to problems with the trade that were never disclosed by [redacted] or [redacted], I will forward a check to [redacted] for [redacted] to cover a tire pressure monitor. I hope this will bring an immediate resolve to this transaction.
[redacted]
Final Consumer Response /* ([redacted]0, 22, 2016/01/19) */
Just prior to Christmas, [redacted] replied that he was going to send a cheque in the amount of $** to [redacted] for the Low Pressure Tire Warning.
To date, this has not been received. [redacted]
Initial Business Response /* ([redacted]0, 9, 2015/12/17) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@harvardauto.com
First off, [redacted] is not on the contract, our client is [redacted] came back to Nova Scotia to get his wheels resurfaced due...
to the age of the truck, and at the same time was getting some dents fixed on the truck. We accommodated [redacted] as best we could, knowing that we had lots to do and very little time to do it. The company we had contracted to do the wheels informed us that it would be in the best interest of the client to not drive for 24 hours after painting the wheels. This was not acceptable to [redacted], so as to try and go a [redacted] above for customer service, I took an almost new set of wheels off a newer truck in my inventory that in the end cost me hundreds of dollars more to make sure the client was taken care of in a timely manner. At the same time all the dents were fixed and the client was completely happy with new wheels. [redacted] was with him and stated that the tires on the wheels werent the same and at my expense I had to do an 8 tire, install and balance to make it right. On top of this they complained that there was something that didnt feel right in the brakes, so again at my expense, I had the truck taken into a repair facility and adjusted and cleaned for [redacted]. I then ended up a week or more later hearing that an air pressure sensor, which can be fixed for ** to ** dollars needed to be replaced. After spending hundreds of extra dollars over and above the agreed upon terms of the sale I had to tell the client that you have newer wheels at no charge, a brake service at no charge, and during the entire day a loaner vehicle with gas supplied so they could do errands, again at no charge. It seemed to be only fair that they take care of a ** dollar issue that is not covered by any automobile dealership anywhere as it is an electronic part.
Initial Consumer Rebuttal /* ([redacted]0, 11, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not with the purchaser of this vehicle when he returned to get the tires or other issues repaired as agreed upon during the purchase of the vehicle. [redacted]) nor the owner has ever replied to any emails or concerns sent to them. As for the tire pressure sensor the dealership was notified immediately as soon as I learned about it.
As per an email received from the dealership the front brakes were repaired by them when they received the truck from the previous owner before it went on their lot.
I suggest that [redacted]'s get his facts straight. Had he dealt with the client instead of having the [redacted] do it he would be fully aware of all of the facts.
Final Business Response /* ([redacted]0, 14, 2015/12/23) */
My position remains the same, we as a dealership went far above what was expected or asked of us. We did not contact the clients when their trade in turned out to have many issues that my service department says must have been evident to the owners.I realize that its ok to trade in a vehicle to a dealership with no remorse, and further, its so easy for clients to say we didnt look at their trade or appraise it, we genuinely took them at their word that it was in "mint" condition. As to not get into a back and forth discussion over every little detail that seems to over shadow the fact that we as a dealership lots over [redacted] dollars on this transaction due to problems with the trade that were never disclosed by [redacted] or [redacted], I will forward a check to [redacted] for [redacted] to cover a tire pressure monitor. I hope this will bring an immediate resolve to this transaction.
[redacted]
Final Consumer Response /* ([redacted]0, 22, 2016/01/19) */
Just prior to Christmas, [redacted] replied that he was going to send a cheque in the amount of $** to [redacted] for the Low Pressure Tire Warning.
To date, this has not been received. [redacted]