Clean Sweep Chimney Service

I am in receipt of your letter regarding a complaint received by your office from [redacted] (ID # [redacted] ) regarding his purchase of a used [redacted] with 70,miles from our dealership on July 24, Mr***, along with [redacted] ***, did in fact purchase the [redacted] on July 24, and traded a [redacted] The selling price of the [redacted] was $19,with a trade allowance of $3,The ***'s placed a $cash down payment, and financed the balance, including taxes, tag, doc fee, data dots, and an extended service contract with [redacted] Financial at a rate of 6.99% for monthsThe actual cash value of the trade was $The ***s elected to go months in order to keep the payment ($339.41) more affordableIn Mr***'s complaint he states that he called the next day and wanted to trade for another vehicle which is not correctHe did come back to us on one occasion about days after visiting another local dealership who had told him that he paid too much for the ***We attempted to find another vehicle that would meet Mr***'s requirements which included a request from him that we not increase his current paymentWe presented Mr [redacted] with several options that he did not find acceptableTo my knowledge he left and has never returnedWe would welcome the opportunity to sit down with him again, and will make every effort to find a vehicle that he likes, that will work within his payment requirements, and of course meet the lenders guidelinesMr [redacted] also referenced several mechanical issues in his complaint that he claims have not been addressedLet me begin by saying that the car was in excellent mechanical condition when it was sold to Mr***A pre-delivery inspection was performed on the car on July 3, by our dealership, and repairs totaling $1,were made prior to it being offered for sale; a copy of the repair order is attachedOur records indicate that Mr [redacted] has only presented the car to the dealership service department one time for service; on November 7, with 77,milesDuring that visit he requested the following services: An oil change which was performed at no chargeA rear passenger window switch was inoperativeWe found a loose connection and repaired it for him at no charge.The passenger side dome light was inoperative and I believe that we installed a bulb for the customer at no charge.Mr [redacted] stated that he hears a rattle when the car is started; our technician could not duplicate the concern; the inspection was performed for him at no charge.No other problems were presented by Mr [redacted] and the car was given back to him with all services performed at no chargeA copy of this repair order is attachedIf the Mr [redacted] has other issues that we are unaware of we want to help!!! He has warranty protection that will cover most anything (other than regular maintenance items) that could go wrong, but we have to know what the issues are, and also have the opportunity to repair them to have any hope of satisfying himI would have to assume that if he has driven the vehicle over 7,miles since purchasing it without a complaint that resolving any such issues would be a relatively easy matterIn closing, I will be happy to meet with Mr [redacted] to not only discuss agreeable options for trading the vehicle, but also to address any mechanical issues that he may haveTo schedule an appointment, he may contact me at [redacted] , or by email at [redacted] I will make every effort to accommodate any time that is convenient to himShould you need any other information regarding this complaint, please let me know, and I will get it out to you promptly!

I am in receipt of your letter regarding a complaint received by your office from [redacted] regarding the recent Body Shop repairs to her Kia Sedona van at Cole Nissan Body ShopLet me begin by saying that we are a direct repair facility for many different insurance companies [redacted] was the carrier for [redacted] When we receive a car to be repaired from any carrier, we are required to write an estimate and submit same to the insurance company for their review prior to an adjuster being assigned who will then come to the dealership to perform a visual inspection of the damage, as well as to review our written estimate for accuracyif hidden damage is detected after the actual repair begins, we can then submit a supplement estimate for the additional parts and labor that we feel are needed to complete the job; all work performed on an insurance claim must be approved by the carrier before we can begin our repairThe original estimate (Copy attached) was performed on [redacted] Kia Sedona van on November 15, At the time of the estimate, the van had 92,milesThe van had been hit in the back; our original estimate total was $6,and it included among other items the replacement of the lift-gateThe original back glass did not appear to be damaged at that time so it was reinstalled in the replacement lift-gateThe repair was completed as directed by the insurance company, and the vehicle was returned to [redacted] on, or about January 23, A short time later [redacted] called to say that she was having a problem with her brakesBecause inoperative brakes represent a safety concern, we instructed her to immediately bring the car to Kia Service for diagnosisWe inspected the vehicle and found that the ABS Control Module was defectiveBecause [redacted] felt that the failure was due to the accident, we contacted and received approval from [redacted] for the additional (Copy of R.Oattached) repair, which totaled $3,The repair was completed, and [redacted] took delivery and appeared happyOn, or about April 15, [redacted] r returned to us again (Cole Kia Service) regarding her rear defroster which wasn't working properlyWe inspected the vehicle for her at no charge (Copy R.Oattached) and found that it was not working due to poor continuity within the grid [redacted] felt that this too was due to the accident so we agreed to contact the insurance company in an attempt to receive authorization which we did on April 15, On April 16, the claim was denied by the adjuster, [redacted] (Copy attached) via emailIt's important to note that in a prior email (February 16, 2015) he stated that the ABS module repair he approved on the previously referenced supplement would actually have deemed the vehicle a total loss if it had been found to be defective in the original estimateIn summation, I understand [redacted] frustration regarding the defroster; however when it actually became inoperative is impossible to determineThe method we used of replacing the lift-gate, and then reattaching the original rear glass in certainly acceptable with regard to industry standardsIn addition, our contractual obligation is to the insurance company that is paying for the repairs, and if they won't approve them, we unfortunately cannot proceed unless the customer agrees to pay for the repairs privately, and then pursue the insurance company separately for reimbursementI explained our position in great detail to [redacted] r during a phone conversation in mid MayThat being said, I will be happy to repair the rear defroster at our cost, or will certainly assist [redacted] r with a replacement vehicle, without regard for profit, should she decide to go that route! If you need any other information regarding this matter, please do not hesitate to contact me at [redacted] or by email at [redacted]

I am writing in response to the additional correspondence from [redacted] ID # [redacted] that was sent on 07/19/regarding her issues with the finance rate that she was charged on a [redacted] that she purchased from our dealership, Cole [redacted] , in Bluefield, West VirginiaLet me begin by saying that I am truly sorry that Mrs [redacted] is upset and hate that we are losing her as a customerI really wish that this issue could have been resolved amicablyI must add that there was nothing sneaky about the transaction at allMrs [redacted] signed several documents (As is required by law) that clearly stated the interest rate that she was being charged which was the most competitive rate that we were able to secure for her based on her credit, the loan to value of the vehicle that she was buying, and the term needed to reach her payment requirementConsidering those factors, a 5.32% rate was actually very goodBecause the [redacted] 's have great credit, I still think that I could help her/them resolve this situation by assisting her in securing financing with another lender outside of the dealership which I am happy to doI don't have any more control over the rate that they will charge than I did with [redacted] Acceptance Corporation originally, however I am willing to tryPlease know that a rate of 0% would be unrealistic, however something less than what she has is certainly possibleIf Mrs [redacted] would like to have me help her in this, or any other regard, she may call me at ( [redacted] to set an appointment, or email me at [redacted] I will do everything in my power to try to salvage this relationshipIf you need any additional information regarding this matter please let me know

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 was not notified that there was a problem with the ordering of the radioApparently, Cole Honda did not proceed with ordering me a new radio until I called to inquire as to why the radio was not in yet (again, more than a month after I dropped my car off in June for the issueagain, the same issues I've been having since I bought the car)The appropriate part should have been ordered BEFORE I had to call back to see what was taking so longIt should be their responsibility to make sure the parts are ordered and received in a timely manner, and they should take the initiative to order parts when they are told they are incorrectCustomers should not have to call back and basically remind them, "Hey, you were ordering parts for me, why aren't they in yet?" before they get stuff done Regards, [redacted]

Dear Sirs, We hve received your letter on behalf of [redacted] regarding his Chevrolet Aveo [redacted] purchased this vehicle on May 29, with 65,miles on it The customer notified us he had a problem with the shifting of the vehicle We have replaced the shift lock solenoid, brake light switch and gas cap door latch at no charge to [redacted] We have left a message with [redacted] to schedule an appointment to install his new shifter free of charge We have made every effort to repair [redacted] *ehicle We vare not willing to pay off the Chevrolet Aveo that [redacted] purchased We have worked with him to fix all the problems he has had at no cost Regards [redacted] General Manager Cole Chevrolet Cadilac Inc

[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 I [redacted] and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedI hope that this business will receive some education as how to operate and treat customers in a respectful way without feeling the need to lie and argueThis has been the absolute worst experience and I highly question how they are still in business Regards, A [redacted]

I am in receipt of your correspondence dated November 22, regarding a complaint filed with your office from [redacted] After reviewing our records, it appears that [redacted] did in fact come into our dealership on October 16, to discuss trading out of her current year leaseAfter evaluating her trade we found that she had considerable inequityIn an effort to determine if we could offer a vehicle that would enable [redacted] to trade with little or no money out of pocket we obviously needed to know what [redacted] current credit status was so with her permission, we accessed her credit fileAfter reviewing same, we determined that at this time that it was in her best interest to continue with her current lease rather than to tradeBecause we were in agreement with [redacted] we saw no need to submit her application to the various banks which may have adversely affected her credit scoreWe believed that [redacted] left the dealership satisfied with her sales experienceIf [redacted] would like the inquiry removed from her credit report she can dispute it with the particular credit reporting agency and we will not challenge her disputeWhen we don't challenge within days it will be removedIf I may be of any other assistance regarding this matter I may be reached at [redacted] or by phone at [redacted]

[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 I [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

We have received your letter on the behalf of *** *** *** *** We have followed up numerous times with *** *** *** *** *bout this issueThe vehicle that they purchased from us did not come equipped with a spare tire and JackIt is equipped with an inflator kit that is loaded with a fluid
to help re-inflate a vehicle tire in the event of a flatNumerous manufactures are replacing spare tires with inflator kitsThe window sticker does not list a spare tireThe window sticker states that the vehicle is equipped with "Tire Sealant and Inflator Kit (In Place of Spare Tire)." This is located under the Mechanical section of the window stickerIn an effort to help the *** we have offered to cover half the cost of a spare tire - kitThe kits cost approximately $At this time, the *** have refusedWe are very interested in our customer's satisfaction with ** and our dealershipWe believe this is a fair resolutionIf the *** wish to accept this offer, we will gladly have the spare tire kit installed

I am writing regarding the most recent correspondence that your office received from *** *** regarding his mechanical issues with his *** ***ill appears that Mr***'s interpretation of my letter (attached) to your office dated December 5, is that I implied that he lied, which was certainly not my intentHe did report some things in his initial complaint that [ felt were improperly stated, and I felt it was important to point out those inaccuracy's in order to give you a more complete understanding of the situationThat being saidhe further stated that he is still experiencing mechanical issues, his recall(s) have not been completed, and that he has contacted us numerous times, and that nothing is getting doneIn my original response invited Mr*** to contact me at either (304) 327-0511, or to email me at *** to schedule a convenient time to address his mechanical issues; as of this date, he has not contacted meI want to help Mr*** with any legitimate issues that he has with his automobile, but it is his responsibility to give me the opportunity to do soIn closing; I again welcome Mr*** to contact me at his earliest convenience so that we can address his issues in person which I believe will be a lot more productive than writing letters

I am in receipt of the complaint filed by *** *** with your officeI did, in fact, personally speak with Ms***She was immediately combative and accusatory in her interaction with meI was speaking to her from the phone in our conference room and when I went to move the phone I
inadvertently disconnected the connectionI immediately went to the rental office to get her phone number so I could return the callI made or attempts to call her backI even spoke with her insurance agent, who confirmed that she refused to answer the callsOnce the vehicle was returned, after hours, we ran a complete diagnostic and history check that showed no issues present or in the current history of the vehicles computer systemI'm very sorry that Ms*** had a bad experience, however we are unable to confirm any interruption to her trip and feel that she had use of the vehicle and it fulfilled her needI trust this explanation is satisfactory to your office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Tom Cole deliberately hung up on mehe showed no intrest in my trying to explain to him the problem.I have photos and recordings to prove the check engine light was indeed on and also I refused to take anymore calls from him because when I wanted a d needed to talk with him, he rudely interupted me and stated that he was trying to get back to his meeting.I lost sleep the night before my return and was afraid that the vehicle would shut down on me and my family in the middle of the interstate and cause us either harm or death or to others
Regards,
*** ***

*** ***I am in receipt of your letterdated January 12, regarding a complaint (ID number ***) filed withyour office by *** *** *** ***After reviewing the concerns of thecomplainant, I have determined the following:Mr*** did in fact buy a *** *** from us on, or about
May 28, It would appear that thevehicle has now been repossessed, and that the amount in dispute is likely thedeficiency amount sought by the lenderI would be more than happy tomeet with Mr*** at his convenience to assist him with securing alternanttransportationHe may contact me either by email at *** or by calling my office at *** *** andscheduling an appointment.If you need any otherinformation regarding this transaction please do not hesitate to let me know. Best Regards, *** *** Automotive Group

I am writing regarding a complaint filed with your office by *** *** *** concerning the finance rate that she was charged when she purchased her *** *** at Cole *** on November 5, Let me begin by saying that the interest rate that any customer is charged is dictated
by the lender, and is based on their credit, term of the loan, as well as the loan to value of the vehicle that they are purchasingThe ***'s traded two vehicles on their new ***; a *** ***, and a *** ***The *** was paid for, and had an actual cash value of $500.00; however the *** had an actual cash value of $14,and the ***'s owed $22,putting them in a negative equity situationBecause they do have excellent credit, we were able to negotiate a rate of 5.32% through *** *** Acceptance Corporation, even though their loan to value was well above guideIn early June (2015) Mrs*** came in to discuss the situation with our Sales Manager, Lonnie A***, who negotiated the original deal with her and her husbandUpon learning that she was concerned about the interest rate he called *** to see what they could do to helpHe worked numbers for her on an identical *** *** and submitted the deal to *** who agreed (as a goodwill gesture) to finance the new deal at 0% interest for monthsEven though the amount financed was roughly $4,more than the original deal, the overall payback was less on the proposed deal because of the lower interest rate; additionally, the monthly payments were going to be $lessIn spite of the overall savings, Mrs*** couldn't see the benefit and stated that she didn't feel that she would be improving her situation and elected not to tradeShe didn't appear mad and even hugged Lonnie when she left, She expressed her appreciation for his efforts, but stated that "money wiseit made more sense to keep what she had"A short time after this I was made aware of the situation and called Mrs*** to see if I could try and resolve the issueAfter listening to her concerns, and knowing that she does have very good credit, I asked if she had thought about contacted her bank and simply refinancing the amount that she owed at 3% or less which would achieve the exact same thingShe stated that she had tried and while they would agree to do the loan, they would only extend her a month term thus making the monthly payments too highShe didn't say why the bank would only go months; however I assume it was because of the loan to value on the vehicleI attempted to explain the benefits of the proposal that we had offered, and during mid sentence she hung up on meI called back and left a message, but my call was never returnedIn closing, I believe that we can offer the Proffits an avenue that will accomplish what they want to accomplish and overall actually save them money, but to do so we need to keep the lines of communication openI would be willing to meet with them again, reexamine our options, and do anything in our power in an effort to satisfy themIf this is something that they would like to pursue, they may call my office at (*** *** or email me at *** to schedule an appointmentShould you need any other information regarding this matter please let me know

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to your company.I few things I need to clear up about everything that was told to Revdex.comI DID NOT hug Lonnie when we left because Lonnie didn't even come out to where we wasAnother thing was you did call me but wanted me to go back in debt for another $37,vehicleAbsolutely not I told you and you just kept repeating to me that was the only way you could help me so I did hang up the phone and no I did not call you back due to the fact there was nothing else you was going to help me with but yet another trade in dealMy pay off was 30,for *** and why would I go back in debt for 37,***But I will say I am very disappointed in your business deal to do what you have done in a sneaky kind of wayI will NEVER do business with anything Cole's has for sale!! Regards,
*** ***

[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 I[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

In reference to [redacted] most recent letter. We have performed all repairs to his 2009 Chevrolet Aveo at no cost. I spoke to [redacted] myself when our service department replaced his "Shift Kit" in his vehicle on 8/7/2015. This repair was also completed at no cost to the customer. Based on our conversation, this should resolve all concerns on this matter.

I am writing in response to the additional correspondence from [redacted] ID #[redacted] that was sent on 07/19/2015 regarding her issues with the finance rate that she was charged on a 2015 [redacted] that she purchased from our dealership, Cole [redacted], in Bluefield, West Virginia. Let me begin by saying that I am truly sorry that Mrs. [redacted] is upset and hate that we are losing her as a customer. I really wish that this issue could have been resolved amicably. I must add that there was nothing sneaky about the transaction at all. Mrs. [redacted] signed several documents (As is required by law) that clearly stated the interest rate that she was being charged which was the most competitive rate that we were able to secure for her based on her credit, the loan to value of the vehicle that she was buying, and the term needed to reach her payment requirement. Considering those factors, a 5.32% rate was actually very good. Because the [redacted]'s have great credit, I still think that I could help her/them resolve this situation by assisting her in securing financing with another lender outside of the dealership which I am happy to do. I don't have any more control over the rate that they will charge than I did with [redacted] Acceptance Corporation originally, however I am willing to try. Please know that a rate of 0% would be unrealistic, however something less than what she has is certainly possible. If Mrs. [redacted] would like to have me help her in this, or any other regard, she may call me at ([redacted] to set an appointment, or email me at [redacted] I will do everything in my power to try to salvage this relationship. If you need any additional information regarding this matter please let me know.

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 had filed a complaint back in November and received a letter from cole automotive group indicating that the information we gave you was incorrect and that we had lied I want this resolved the issues that we are having with the vehicle has still not been resolved the repairs are still not being made there is still recalls on the vehicles that have not taken care of and we have contacted them numerous of times trying to get it resolved and nothing is getting done this is the second time I have filed and wanted to update you on the information I recieved. want another vehicle
Regards,
[redacted]

I am in receipt of your letter regarding a complaint received by your office from [redacted] (ID #[redacted]) regarding his purchase of a used 2010 [redacted] with 70,520 miles from our dealership on July 24, 2015. Mr. [redacted], along with [redacted], did in fact purchase the [redacted] on July 24, 2015...

and traded a 2006 [redacted]. The selling price of the [redacted] was $19,900.00 with a trade allowance of $3,000.00. The [redacted]'s placed a $500.00 cash down payment, and financed the balance, including taxes, tag, doc fee, data dots, and an extended service contract with [redacted] Financial at a rate of 6.99% for 75 months. The actual cash value of the trade was $500.00. The [redacted]s elected to go 75 months in order to keep the payment ($339.41) more affordable. In Mr. [redacted]'s complaint he states that he called the next day and wanted to trade for another vehicle which is not correct. He did come back to us on one occasion about 10 days after visiting another local dealership who had told him that he paid too much for the [redacted]. We attempted to find another vehicle that would meet Mr. [redacted]'s requirements which included a request from him that we not increase his current payment. We presented Mr. [redacted] with several options that he did not find acceptable. To my knowledge he left and has never returned. We would welcome the opportunity to sit down with him again, and will make every effort to find a vehicle that he likes, that will work within his payment requirements, and of course meet the lenders guidelines. Mr. [redacted] also referenced several mechanical issues in his complaint that he claims have not been addressed. Let me begin by saying that the car was in excellent mechanical condition when it was sold to Mr. [redacted]. A pre-delivery inspection was performed on the car on July 3, 2015 by our dealership, and repairs totaling $1,716.37 were made prior to it being offered for sale; a copy of the repair order is attached. Our records indicate that Mr. [redacted] has only presented the car to the dealership service department one time for service; on November 7, 2015 with 77,222 miles. During that visit he requested the following services: An oil change which was performed at no chargeA rear passenger window switch was inoperative. We found a loose connection and repaired it for him at no charge.The passenger side dome light was inoperative and I believe that we installed a bulb for the customer at no charge.Mr. [redacted] stated that he hears a rattle when the car is started; our technician could not duplicate the concern; the inspection was performed for him at no charge.No other problems were presented by Mr. [redacted] and the car was given back to him with all services performed at no charge. A copy of this repair order is attached. If the Mr. [redacted] has other issues that we are unaware of we want to help!!! He has warranty protection that will cover most anything (other than regular maintenance items) that could go wrong, but we have to know what the issues are, and also have the opportunity to repair them to have any hope of satisfying him. I would have to assume that if he has driven the vehicle over 7,000 miles since purchasing it without a complaint that resolving any such issues would be a relatively easy matter. In closing, I will be happy to meet with Mr. [redacted] to not only discuss agreeable options for trading the vehicle, but also to address any mechanical issues that he may have. To schedule an appointment, he may contact me at [redacted], or by email at [redacted] I will make every effort to accommodate any time that is convenient to him. Should you need any other information regarding this complaint, please let me know, and I will get it out to you promptly!