Action Auto Centers of America Inc

Dear *** and ***,
I am sincerely trying to resolve this issue
As of yesterday, ***'s Ford Fiesta was at the Ford dealership, and when I spoke briefly with *** yesterday, I believe she said she does have a substitute car to drive. If she does not have a substitute car to drive, I offered and will supply her with a rental car at no charge to her. It is accurate that we do not generally loan cars, but because of ***'s condition and situation, I offered to supply her a car while her service work was being performed
***, the service advisor at Ford, told me yesterday that there was one recommended repair on the Fiesta that would not be covered by the Ford Motor Corporation, and that it would require a $part and one hour's labor. I authorized and paid for that repair over the phone with my credit card. He also said that there is at least one other free service on her car that Ford will perform, and I shared with him my offer to supply a rental car for her while the Ford dealership completes that free service work. *** needs to call *** to authorize that free work
In short, Ford Motor Corporation will perform additional service work right now at no charge to ***, they recommended yesterday and I have already paid for the one other bit of service work that would not be covered by Ford, and I am offering to supply a rental car at no charge to *** while any of that work is being done
Thank you both for your time and effort to resolve this issue
Sincerely,
*** ***
General Manager

This gentleman purchased a vehicle from us last year. It was an eight-year-old car with over 91,000 miles whose original manufacturer’s warranty had already been expired for...

over four years and 40,000 miles. It therefore had no warranty or coverage remaining, and when asked if he would like to purchase an available extended service contract to cover any repairs or maintenance for up to five years, he declined and signed the state-required forms (three of them) stating that he voluntarily declined after-sale coverage. I have reviewed the paperwork from this transaction and have verified that his signature and our signature are present on all three forms. In addition to the paperwork itself, this is always discussed very carefully and thoroughly, especially in cases like this where a customer’s credit worthiness is such that they cannot get a loan for a newer, lower mileage car that comes with a warranty. I will not be any more specific in order to protect our customer, but he knows what his difficult finance situation was and how much we had to do to have one of our banks give him a loan. 
Ms. [redacted], in the last three years, we have sold over 9 million dollars worth of used cars, and until this one complaint, we had no complaints whatsoever. NONE. No customer ever left a single complaint about us with you. Our company is a Revdex.com Accredited Business with an A+ rating, your highest rating. We have very nice cars, and we are very kind and generous to everyone. I truly hope that our incredible track record of taking great care of literally hundreds of customers will overshadow this one complaint, which I believe is made without basis. It is my desire that this gentleman will reconsider that we helped him greatly by securing for him a nearly impossible loan, and that he purchased a car without a warranty, declined buying a warranty, and even after we performed some free services for goodwill purposes, he still wanted more.
 
Thank you again for your help in working with our customer and us.
 
Sincerely,
 
[redacted]
Owner and General Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  ....
Unfortunately, the offer to provide transportation came AFTER I had already secured transportation with [redacted]. Due to the fact the car had to be towed...I needed a way to get to the rentals.  Your condition to supply a car with [redacted] ONLY didn't fit my needs for that moment.  The work that you authorized to be done...was not merely a small issue.  Your inference was made to make me appear petty and difficult.  The 40.00 part and the 1 hour labor may not seem much to you..but to me its an enormous issue.  I am disabled and on a fixed income.  EVERY dollar is precious to me.  Much more work needs to be done on the car.  While driving home from the repair shop, the airbag warning light again illuminated. 
That's just one of the recalls that will eventually need to be done...sooner rather than later.  I doubt seriously if any consumer thinks it reasonable that a car, held out to be both safe and reliable, could end up in the shop before the first payment is made. The safety of my children is paramount.  Being "duped" into acquiring a vehicle with so many safety issues angers and disappoints me. Also, a false representation made by Action Auto Center representative figured into my decision to purchase the vehicle.  The insurance regulations I pointed out concerning "loaner" vehicles seems to be contingent upon [redacted]'s willingness to abide by their rules . 
Again, I respectfully request documentation to prove the assertion that I was unavailable to [redacted]'s attempts to contact me concerning the problems with the vehicle.  Phone records would suffice.  Again, I offer up my personal calendar to show the many Dr, dentist, optometrist, and lab appointments.  The many cheer leading practices, the volunteering by my daughter for the race for the cure cancer event, my son's appointments in San Diego for pre-op for an upcoming surgery, dental procedures for both children.   I am a single parent, a stage 3 cancer patient.  I have neither the time nor the energy to continue the back and forth with someone that seems not to value the safety nor well being of their customers.  Regards,[redacted]

Dear Revdex.com,
Thank you for your attention to this matter. Please email a copy of my response to [redacted], as she did not answer any of our company's five phone calls to discuss this important issue, and only today did she take my call, but almost immediately said she "had to...

go" and hung up. I will now respond to[redacted] letter in the order of items she mentioned in her letter to you.
I personally met [redacted] and her mother, [redacted], a few days before [redacted] purchased the car. I believe by all accounts, everything went well, and it was both a friendly and informative first meeting.
Prior to my meeting [redacted], a local pastor had needed to borrow a car, and I loaned him that 2013 Ford Fiesta because it was safety checked, smog certified (the CAT converter had to be good to pass), and had a spotlessly clean [redacted] as a 1-owner car. So when [redacted] mentioned her objectives and needs, I believed that the Fiesta would suit her needs well, and I called the pastor to ask that he bring that particular car back and select something else because I had someone who was interested in that car. He did so, and told me that the vehicle had run very well with no issues. Incidentally, we have copies of the safety report, smog certification, Buyer's guide, and the clean [redacted]. She did tell us she was a cancer survivor, and we certainly did everything we could do to insure the best service for her. We did not attempt to "trump" any emission laws, as she mentioned.
This afternoon, the Ford dealer in Carlsbad called here to get information about that car. I mentioned we had been trying very hard to reach [redacted], but to no avail. I asked him to tell me any current issues with the car and if they were covered by Ford Motor Corporation. He told me that Ford covered everything except for a $40 part and one hour's labor, and I agreed as a matter of good will, that I would pay for that minor repair. I also told the gentleman, and [redacted] during our very brief phone call, that I would supply an [redacted] rental car while her car was at the Ford dealership.
Please note, that other than [redacted]'s complaint about this car, we have only received one other complaint at our dealership over the last three years! In performing well, we have earned an A+ Rating with the Revdex.com as an Accredited Member. I truly believe every question or concern with the Fiesta could have easily and fairly been handled if she had only given us the opportunity to do so.
Now one final thought about a subject I have never previously written, but since [redacted] brought it up, I feel I should respond. She mentioned that as a Christian, she will pray for us, and that is very kind of her. It is written, though, by Paul in the New Testament, that when one person has an issue with another, that he or she should first go directly to that brother or sister to see if the problem can be resolved, and then if it is not, to gather other brothers or sisters and go to the one who supposedly offended. Then, if that does not resolve the issue, the offended party should go to the church as a whole. [redacted] skipped all three of those Biblical steps and contacted you instead as though we were unwilling to help her. She did not come to me and express her concerns, which I would have been honored to address, and did not even answer our five calls to try to resolve her concerns. So while I truly appreciate her prayers, what I would appreciate even more would be her allowing me to try to resolve any concerns she has with our continued sincerely and concern for her and her children.
Thank you in advance for your work in trying to bring businesses and clients together, and [redacted], please call me personally, and allow me to offer you the kind of excellent service I have been willing to share all along.
Best regards,
[redacted]
General Manager

Revdex.com:I have reviewed the 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.
I strongly disagree with  Action Auto centers response to my complaint for the following reasons:  I have an answering machine and no message was left requesting a contact call from [redacted] of Action Auto.  I'd request he submit documentation to verify that claim.  I'd gladly submit a copy of my personal calendar and the numerous commitments I was tending to, not as an attempt to dodge his calls as he clearly assumes. On January 27, 2013 Ford Fiesta had to be towed to [redacted] to have a long scheduled appointment to have the Cat converter replaced.  The Cat converter caused the check engine light to come on  within 48 hours of purchase. 
Numerous other issues quickly became obvious to me.  The gas fuel gauge was inoperable and I nearly ran out of gas by relying on its accuracy.  I simply requested a safe and reliable vehicle.  My daughter is 16 and will soon be learning to drive..  As a parent , of course I'd insist on safe transportation.  Though , very charitable of [redacted]..to loan the car to a local pastor...documents in my possession claim due to insurance regulations, no loaner cars are available.  I find it beyond belief that anyone could drive that vehicle any distance without realizing it had serious issues.  I have reached out to manager, [redacted] shortly after he returned from medical leave.  I questioned Finance manager [redacted] in an attempt to gain information. 
I spoke to [redacted] from [redacted] where I was directed by Action Auto to go to have check engine light reset.  I inquired of him about the issues I was having and sought help to have them addressed.   I resent [redacted] inferring that no attempt was made by me to first address the issues before contacting the Revdex.com.  The "clean" car fax [redacted] referred to clearly states 2 substantial recall issues, both of which dealt with issues making the vehicle unsafe.  I was told in no uncertain terms by management that they arent obligated to disclose recalls, even ones that may jeopardize the clients safety and welfare. 
In reference to [redacted]'s comments about my hasty contact today.  I'd have him know, and I can verify, that I had a child that just came in from having dental work done and he needed me to tend to him.  Shame on you [redacted] for assuming..yet again, that there was an ulterior motive involved.  If [redacted] was truly unaware of any issues I had...May I suggest counseling his employees on keeping him in the loop of everyday issues and customer service.  I've initiated contact with the original owner [redacted] and look forward to speaking with her concerning the condition of the vehicle and issues she experienced during her brief ownership.  Regards,[redacted]

This gentleman purchased a vehicle from us last year. It was an eight-year-old car with over 91,000 miles whose original manufacturer’s warranty had already been expired for over four years and 40,000 miles. It therefore had no warranty or coverage remaining, and when asked if he would like to...

purchase an available extended service contract to cover any repairs or maintenance for up to five years, he declined and signed the state-required forms (three of them) stating that he voluntarily declined after-sale coverage. I have reviewed the paperwork from this transaction and have verified that his signature and our signature are present on all three forms. In addition to the paperwork itself, this is always discussed very carefully and thoroughly, especially in cases like this where a customer’s credit worthiness is such that they cannot get a loan for a newer, lower mileage car that comes with a warranty. I will not be any more specific in order to protect our customer, but he knows what his difficult finance situation was and how much we had to do to have one of our banks give him a loan. Ms. [redacted], in the last three years, we have sold over 9 million dollars worth of used cars, and until this one complaint, we had no complaints whatsoever. NONE. No customer ever left a single complaint about us with you. Our company is a Revdex.com Accredited Business with an A+ rating, your highest rating. We have very nice cars, and we are very kind and generous to everyone. I truly hope that our incredible track record of taking great care of literally hundreds of customers will overshadow this one complaint, which I believe is made without basis. It is my desire that this gentleman will reconsider that we helped him greatly by securing for him a nearly impossible loan, and that he purchased a car without a warranty, declined buying a warranty, and even after we performed some free services for goodwill purposes, he still wanted more. Thank you again for your help in working with our customer and us. Sincerely, [redacted]Owner and General Manager

Dear Revdex.com,
Thank you for your attention to this matter. Please email a copy of my response to [redacted], as she did not answer any of our company's five phone calls to discuss this important issue, and only today did she take my call, but almost immediately said...

she "had to go" and hung up. I will now respond to[redacted] letter in the order of items she mentioned in her letter to you.
I personally met [redacted] and her mother, [redacted], a few days before [redacted] purchased the car. I believe by all accounts, everything went well, and it was both a friendly and informative first meeting.
Prior to my meeting [redacted], a local pastor had needed to borrow a car, and I loaned him that 2013 Ford Fiesta because it was safety checked, smog certified (the CAT converter had to be good to pass), and had a spotlessly clean [redacted] as a 1-owner car. So when [redacted] mentioned her objectives and needs, I believed that the Fiesta would suit her needs well, and I called the pastor to ask that he bring that particular car back and select something else because I had someone who was interested in that car. He did so, and told me that the vehicle had run very well with no issues. Incidentally, we have copies of the safety report, smog certification, Buyer's guide, and the clean [redacted]. She did tell us she was a cancer survivor, and we certainly did everything we could do to insure the best service for her. We did not attempt to "trump" any emission laws, as she mentioned.
This afternoon, the Ford dealer in Carlsbad called here to get information about that car. I mentioned we had been trying very hard to reach [redacted], but to no avail. I asked him to tell me any current issues with the car and if they were covered by Ford Motor Corporation. He told me that Ford covered everything except for a $40 part and one hour's labor, and I agreed as a matter of good will, that I would pay for that minor repair. I also told the gentleman, and [redacted] during our very brief phone call, that I would supply an [redacted] rental car while her car was at the Ford dealership.
Please note, that other than [redacted]'s complaint about this car, we have only received one other complaint at our dealership over the last three years! In performing well, we have earned an A+ Rating with the Revdex.com as an Accredited Member. I truly believe every question or concern with the Fiesta could have easily and fairly been handled if she had only given us the opportunity to do so.
Now one final thought about a subject I have never previously written, but since [redacted] brought it up, I feel I should respond. She mentioned that as a Christian, she will pray for us, and that is very kind of her. It is written, though, by Paul in the New Testament, that when one person has an issue with another, that he or she should first go directly to that brother or sister to see if the problem can be resolved, and then if it is not, to gather other brothers or sisters and go to the one who supposedly offended. Then, if that does not resolve the issue, the offended party should go to the church as a whole. [redacted] skipped all three of those Biblical steps and contacted you instead as though we were unwilling to help her. She did not come to me and express her concerns, which I would have been honored to address, and did not even answer our five calls to try to resolve her concerns. So while I truly appreciate her prayers, what I would appreciate even more would be her allowing me to try to resolve any concerns she has with our continued sincerely and concern for her and her children.
Thank you in advance for your work in trying to bring businesses and clients together, and [redacted], please call me personally, and allow me to offer you the kind of excellent service I have been willing to share all along.
Best regards,
[redacted]
General Manager