Wright Automotive Inc.

Initial Business Response /* (1000, 5, 2016/01/25) */
The sales person, *** *** Spoke to Ms***' boyfriend on 1/12/*** called to tell them that the windshield washer fluid cap we ordered came inHe said we can get that when we come over on Friday to bring the down payment monies
owed to the dealership*** told them that the vehicle had over 100,000+ miles and was sold AS-ISThe vehicle had no warrantyHe said ok, see what you can doThe deal has all the documentation in is regarding the Federal Buyers Guide and an Form that Ms*** has signed in Seven different places stating that the vehicle was AS-IS

Attached you will find work orders of items fixed.  It was explained to the customer at the time of purchase that it was a used , not new vehicle, but she turned down an extended warranty.  She decided after purchase that she wanted the vehicle fixed to replicate a new vehicle.  We...

fixed the keypad at no charge ([redacted]).  Also, the customer broke the rear view mirror off not once, but twice - approximately two weeks apart - which we fixed for free ([redacted]1, [redacted]).  The customer complained of road noise in the tires which we fixed for free ([redacted]) We also installed the bedliner at the time of sale at no cost to make her happy ([redacted]).  Everytime we fix something for free, she comes back for other items.  We offered her loaners but she refuses them; on one instance she threw the loaner keys (not tossed) at the sales department screaming that she wouldn't take a (explicative) loaner with only a half tank of gas.I fell no matter what we do, this customer will not be happy, even though we have done alot for her already.

Initial Business Response /* (1000, 15, 2015/08/05) */
I have attempted to contact Mr [redacted] multiple times on the phone the following week after his repair and left messages but he did not return any of my phone calls. His vehicle was pulled into our shop via tow rope(at no charge) to avoid a...

tow call. Upon initial customer interview he stated that the warning lights will come on in the dash when he turns the key but will not start and they will not go off on return to lock position and key will not turn to off. An initial estimate was given him based on his description of the concern for a likely problem of a broken lock actuator which is common with this complaint. After technician disassembled steering shroud and removed a seized steering wheel he found the actuator was indeed broken and additional time was required to retrieve broken pieces that had fell down into steering column. We replaced part, reassembled vehicle and the truck started as it should. No further diagnosis was warranted since we found this broken part and vehicle started and ran. If the truck died on the way home then it must have more than one problem, perhaps he broke the ignition actuator while attempting to repair or diagnose vehicle himself before he came to us? Perhaps it is also just coincidental, we performed an honest repair of a broken part(which I still have on my desk). We did not see any need to spend any additional diagnostic time and customer's money, especially in light of the customer's financial situation, looking for a second unknown problem since we found a physically broken part that caused his exact complaint. I am willing to work with this customer and attempt to find his additional concern and will gladly discount the additional charges that will ensue.