[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
We did send this to a second bank in error. We explained that to this customer when he inquired. He received a declination letter because we did in fact call the bank and resend the request for credit. There are no negative effects of this credit inquiry. There are no monetary...
damages here. We would be happy to send a letter to the credit bureau if this makes the customer more comfortable. Sincerely, Mike L[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Revdex.com720 Moorfield Park Drive, Suite
300Richmond, VA 23236To Whom It May Concern,This letter references my
complaint from Sheehy Ford of Richmond, complaint ID [redacted]. I disagree with
the business’ reply and offer my rebuttal to their response below.Mr. [redacted] actually did a fine
job articulating my issues with the service I received on 7/17/2015. I did in
fact state there was a noise which sounded like a pulley. As stated on the
invoice, “CUSTOMER STATES THAT VEHICLE IS MAKING SQUEALING NOISE LIKE PULLEY OR
TENSIONER SOUND”.I will get back to that statement
after I address the statements made by Mr. [redacted] chronologically as they
appear in his piecemeal response.I don’t doubt that some of the
lug nuts may have experienced some wear due to age. My point of disagreement is
that I sincerely do not believe all 20 were damaged as Sheehy themselves
replaced several lug nuts just a few months prior. If the new lug nuts were
stripped as well, then I would submit the technician possibly stripped them
while removing them. Mr. [redacted] states this is not uncommon with a vehicle with
high mileage and, at face value, would not disagree. However, this particular
vehicle is in remarkable shape for the mileage. I would welcome an inspection
of the vehicle by Mr. [redacted] or any of his technicians to verify this.In his reply, Mr. [redacted] stated
that I approved the repairs. Well of course I did. I took it to the “experts”,
and based upon their recommendations, I authorized the work. No different than
if I was to go to my doctor for an ailment. I am going to trust what I am told. Mr. [redacted] continually referenced
the fact that it’s not uncommon for my car to have “issues”. I disagree
wholeheartedly. The reason it DOES NOT have the common issues associated with a
high-mileage vehicle is because I address any and all problems immediately.Moving on to the issue of
replacing the wrong pulley. Mr. [redacted] states the pulley which was replaced was
making a noise “similar to what was described by the customer”. Not entirely
sure where Mr. [redacted] received this bit of information, but I don’t recall
seeing him in the shop that day. Might it be a case of third hand information
received from either Mr. [redacted] or the technician? I suspect so. Might one not
consider the fact that in order to cover their rear-ends and admit to not
delivering the correct service, that they would recite a bit of revisionist
history? If what Mr. [redacted] was told was in fact correct, then why was the
noise just as prevalent when they were finished as when I delivered it to them?
The technician stated on the invoice: “UPON INSPECTION FOUN (sic) THAT DRIVE
BELT PULLEY WAS MAKING NOISE. REPLACED TOP PULLEY AND RETESTED AND IS NOT
MAKING ANYMORE NOISE”. Interesting. I guess what I’m being told is that after
the technician replaced the top pulley and before I went out to pick it up, the
tensioner pulley went bad because apparently it was fine when it pulled out of
the Service bay but went bad in the intervening 10 minutes or so it took for me
to pay. Now to address the statement in
Mr. [redacted] reply to this complaint that the assistant manager offered to keep
the parts for my inspection: This NEVER happened. I was not offered the
opportunity to retrieve the old parts. I assure you, had that offer been made,
I would have picked them up. Given the fact that it took several days just to
reach Mr. [redacted], I would have certainly taken him up on that offer. I didn’t
speak to him for several days as a weekend fell in between the multitude of
messages I left on Mr. [redacted]’s voice mail. As a matter of fact, I spoke to no
one until after I sent an email to Mr. [redacted] stating my concerns. When I
finally did speak with Mr. [redacted], he simply told me he was able to dig a few
of the lug nuts out of the trash and they looked worn. This was the
conversation regarding the worn parts. No offer for me to inspect anything. I
suggest to you Mr. [redacted] that maybe there’s an integrity issue within the
Service Department.The money is not an issue and
never has been. It is a matter of principle. I pay for a service; I expect to
receive said service. I certainly understand that things do not always go as
anticipated. Good customer service is owning up to a mistake and correcting it.
This has happened several times in the past at your dealership (feel free to
check my very extensive records) and the situation was corrected and I still
went on my way a satisfied customer. Not sure what happened this time, but rest
assured, this was the stereotypical dealer-service experience which is often
the butt of jokes. Perpetuation can be a powerful
tool. [redacted] (founder of [redacted]) once stated when queried as to why he was
so willing to take returns so readily, that if you provide great customer
service to someone, they’ll tell two or three of their friends. If you provide
poor customer service, they’ll tell anyone who will listen. I believe truer
words were never spoken.
To whom it may concern,The customer is absolutely correct in the fact that her new [redacted] was not ordered correctly by Sheehy Ford. We corrected the order and ordered a new[redacted]. We offered because of our mistake to pay her first payment. The length of time it takes to get an ordered unit is out...
of our hands. We do realize that the process took much longer than anyone expected. Because of the length of time and our mistake we compensated this customer by discounting the vehicle that was selling for MSRP at a very large discount and another discount equal to her first payment. This equated to be several hundred dollar. The customer expressed her complete satisfaction at the time of delivery and thanked us for our cooperation. I have an email thanking us for our cooperation. She brought her sister in to purchase a car after the fact as well. We feel as if we did all we could to rectify the situation and no other compensation is needed. This is the first we have been notified of any dissatisfaction regarding the situation. Please feel free to contact me with any questions or concerns.?
We are not pleased that this customer is upset. This customers trade came down from New York. We gave her an estimated value based on the condition she described. The vehicle was towed in and would not start. It...
was rusted so severely and in such poor condition that we felt it had no value and only offered The $100.00 as a goodwill gesture.
?
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
We did send this to a second bank in error. We explained that to this customer when he inquired. He received a declination letter because we did in fact call the bank and resend the request for credit. There are no negative effects of this credit inquiry. There are no monetary...
damages here. We would be happy to send a letter to the credit bureau if this makes the customer more comfortable. Sincerely, Mike L[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Revdex.com720 Moorfield Park Drive, Suite
300Richmond, VA 23236To Whom It May Concern,This letter references my
complaint from Sheehy Ford of Richmond, complaint ID [redacted]. I disagree with
the business’ reply and offer my rebuttal to their response below.Mr. [redacted] actually did a fine
job articulating my issues with the service I received on 7/17/2015. I did in
fact state there was a noise which sounded like a pulley. As stated on the
invoice, “CUSTOMER STATES THAT VEHICLE IS MAKING SQUEALING NOISE LIKE PULLEY OR
TENSIONER SOUND”.I will get back to that statement
after I address the statements made by Mr. [redacted] chronologically as they
appear in his piecemeal response.I don’t doubt that some of the
lug nuts may have experienced some wear due to age. My point of disagreement is
that I sincerely do not believe all 20 were damaged as Sheehy themselves
replaced several lug nuts just a few months prior. If the new lug nuts were
stripped as well, then I would submit the technician possibly stripped them
while removing them. Mr. [redacted] states this is not uncommon with a vehicle with
high mileage and, at face value, would not disagree. However, this particular
vehicle is in remarkable shape for the mileage. I would welcome an inspection
of the vehicle by Mr. [redacted] or any of his technicians to verify this.In his reply, Mr. [redacted] stated
that I approved the repairs. Well of course I did. I took it to the “experts”,
and based upon their recommendations, I authorized the work. No different than
if I was to go to my doctor for an ailment. I am going to trust what I am told. Mr. [redacted] continually referenced
the fact that it’s not uncommon for my car to have “issues”. I disagree
wholeheartedly. The reason it DOES NOT have the common issues associated with a
high-mileage vehicle is because I address any and all problems immediately.Moving on to the issue of
replacing the wrong pulley. Mr. [redacted] states the pulley which was replaced was
making a noise “similar to what was described by the customer”. Not entirely
sure where Mr. [redacted] received this bit of information, but I don’t recall
seeing him in the shop that day. Might it be a case of third hand information
received from either Mr. [redacted] or the technician? I suspect so. Might one not
consider the fact that in order to cover their rear-ends and admit to not
delivering the correct service, that they would recite a bit of revisionist
history? If what Mr. [redacted] was told was in fact correct, then why was the
noise just as prevalent when they were finished as when I delivered it to them?
The technician stated on the invoice: “UPON INSPECTION FOUN (sic) THAT DRIVE
BELT PULLEY WAS MAKING NOISE. REPLACED TOP PULLEY AND RETESTED AND IS NOT
MAKING ANYMORE NOISE”. Interesting. I guess what I’m being told is that after
the technician replaced the top pulley and before I went out to pick it up, the
tensioner pulley went bad because apparently it was fine when it pulled out of
the Service bay but went bad in the intervening 10 minutes or so it took for me
to pay. Now to address the statement in
Mr. [redacted] reply to this complaint that the assistant manager offered to keep
the parts for my inspection: This NEVER happened. I was not offered the
opportunity to retrieve the old parts. I assure you, had that offer been made,
I would have picked them up. Given the fact that it took several days just to
reach Mr. [redacted], I would have certainly taken him up on that offer. I didn’t
speak to him for several days as a weekend fell in between the multitude of
messages I left on Mr. [redacted]’s voice mail. As a matter of fact, I spoke to no
one until after I sent an email to Mr. [redacted] stating my concerns. When I
finally did speak with Mr. [redacted], he simply told me he was able to dig a few
of the lug nuts out of the trash and they looked worn. This was the
conversation regarding the worn parts. No offer for me to inspect anything. I
suggest to you Mr. [redacted] that maybe there’s an integrity issue within the
Service Department.The money is not an issue and
never has been. It is a matter of principle. I pay for a service; I expect to
receive said service. I certainly understand that things do not always go as
anticipated. Good customer service is owning up to a mistake and correcting it.
This has happened several times in the past at your dealership (feel free to
check my very extensive records) and the situation was corrected and I still
went on my way a satisfied customer. Not sure what happened this time, but rest
assured, this was the stereotypical dealer-service experience which is often
the butt of jokes. Perpetuation can be a powerful
tool. [redacted] (founder of [redacted]) once stated when queried as to why he was
so willing to take returns so readily, that if you provide great customer
service to someone, they’ll tell two or three of their friends. If you provide
poor customer service, they’ll tell anyone who will listen. I believe truer
words were never spoken.
To whom it may concern,The customer is absolutely correct in the fact that her new [redacted] was not ordered correctly by Sheehy Ford. We corrected the order and ordered a new[redacted]. We offered because of our mistake to pay her first payment. The length of time it takes to get an ordered unit is out...
of our hands. We do realize that the process took much longer than anyone expected. Because of the length of time and our mistake we compensated this customer by discounting the vehicle that was selling for MSRP at a very large discount and another discount equal to her first payment. This equated to be several hundred dollar. The customer expressed her complete satisfaction at the time of delivery and thanked us for our cooperation. I have an email thanking us for our cooperation. She brought her sister in to purchase a car after the fact as well. We feel as if we did all we could to rectify the situation and no other compensation is needed. This is the first we have been notified of any dissatisfaction regarding the situation. Please feel free to contact me with any questions or concerns.?
We are not pleased that this customer is upset. This customers trade came down from New York. We gave her an estimated value based on the condition she described. The vehicle was towed in and would not start. It...
was rusted so severely and in such poor condition that we felt it had no value and only offered The $100.00 as a goodwill gesture.
?