[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 ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
I am writing in reference to the above referenced complaintThe complaint makes reference to a sale we made of a vehicle to another customer for which a deposit was made.In the instant case, according to the complaint, [redacted] he came to the dealership Wanting to purchase a used vehicle and asserts We requested and accepted a deposit in the amount of $2,500, he signed the buyer's order and said he would return the next day with the remaining funds to finalize the transaction.As a matter of policy, we will not hold a vehicle for someoneAll too often a customer will want us to hold a vehicle and they would have no obligation to show up and actually consummate the transactionWe schedule appointments everyday and the reality is, if 65% of those appointments actually show up, we are doing a very good job.Until a vehicle is paid for or we have a cashable contract and the vehicle leaves the lot, there is no transactionIn [redacted] ***'s case, if he had given us a deposit and decided he didn't want the vehicle, we would have no recourse other than to return his deposit because we don't accept non-refundable deposits, with the exception of a factory order on certain Vehicles.I am truly Sorry [redacted] was not able to purchase the vehicle when he was here originallyThe fact of the matter is, we can't hold a vehicle for a CustomerWe have returned his deposit but will not pay any penalty for him not purchasing the vehicle.If you need any additional information, please contact me directly.Very truly yours,Donald H***General Manager
I am writing in reference to the above referenced complaint.The complaint has ultimately come to me as the general manager of Cowles Ford, Inchowever it was addressed to a [redacted] ***, a previous general manager that hasn't been here in over three (3) yearsI have written to the RevDex.com on multiple occasions asking the address be updated with my name so any issues come to my attention as quickly as possible so I might address them timely.We are always doing our best to take care of the customerSometimes we can't make them happy but we still trySometimes customers have buyer's remorse and decide they don't want a vehicle after they purchased it and find any and all reasons to try and back out [redacted] is in real estate where there is a three (3) day "cooling off period" which we don't have in our industry in the Commonwealth of Virginia.| can state very clearly we certainly would never defraud a customer as has been alleged in the instant caseWe did not sell a vehicle that had the known issues referred to in the complaint.We perform a detailed used car inspection when used vehicles are acquired which includes a Virginia state inspection and an emission testIn the instant case, as a result of our used car inspection, the items we found and corrected included the following:Oil & Filter Change Replace serpentine belt Removed running boards Replaced tires Performed alignment Replaced cup holder Replaced cabin light Replaced brake lightRelated to the drive train issue, if the vehicle did not exhibit any issues related to the drive train when the used car inspection was performed, there would be no expectation there would be problems with the drive trainThe vehicle at issue is approximately years old but as a diesel engine, it only had approximately 84,000, which is fairly low for diesel enginesIf there had been drive train issues during the used car inspection, the technician certainly would have brought it to the sales department's attention because they have a vested interest in insuring all needed work is performed, that's how they get paid.There were apparently no power train issues with the vehicle when **& [redacted] test drove the vehicle as part of the purchase processIn addition, based on the condition of the vehicle when they purchased it, if they had an issue with the dents and scratches, they could have elected not to purchase the vehicle, however, they did.We absolutely exceeded reasonable efforts to try and make **and [redacted] happyAs stated earlier, it is always our goal to take care of the customer and indeed we tried very hard, I am disappointed the matter has come to this point.I can't comment on the issue with the paint **& [redacted] are referring to in their complaint because I have not seen the vehicleI can only rely in comments made to me by my sales consultant, my sales managers and the owner of Extreme Customer CollisionI requested [redacted] bring the vehicle for me to look at it and she declined.According to my sales department, there was a small dent, about the size of a fist in the driver's side door and another dent on the pillar to the left hand side of the cab in back where a camper or shell had been attached to the bed of the truckThere were also several scratches that either had been touched up prior to the vehicle being traded in to us or needed to be touched up.We provided the customer a “We Owe" (copy attached as "Exhibit A"), which clearly stated we would repair dents, paint four (4) places that had been painted or touched up, clean the black rubber (presumably from the camper) and a couple of other minor items.The customer purchased the vehicle on October 3, They left the vehicle with us to install the spray in bed liner and get the minor dents and scratches taken care ofWe had the spray in bed liner installed and had the scratches taken care of prior to the customer coming back to pick the vehicle up on October 9, 2015.The dents were not taken care of because the contractor we use for that work is only available on Wednesday and he did not complete the work the week before so we asked the customers to return the vehicle the following Wednesday, October 14, The customer was also unhappy with the quality of the scratch repairsThe customer took the vehicle on October 9, and on October 11, they started to have issues with the drivability of the truck and they wanted to return the vehicle and rescind the dealKeith F*, one of our sales managers requested they bring the vehicle in on Monday so we could look at the issues[redacted] returned the vehicle to the dealership on Monday, October 12, and we provided her a [redacted] to drive until we could diagnose the cause of the power train issues.We drove the vehicle multiple times trying to get the vehicle to present the issues the customer had experiencedMy shop foreman was finally able to get the vehicle to display the problems once we got as far away as Dumfries, VA, approximately miles from our locationAfter running diagnostic tests, we replaced the coils on cylinders 1, and The shop also performed a fuel induction service and replaced all the spark plugs at that time.While we had the vehicle, because [redacted] ***s was not happy with the paint repair we had done, **Carlos R [redacted] had the vehicle taken to [redacted] to have the vehicle refinished in the areas that needed to be repairedBased on representations made to me by the owner of [redacted] , the items at issue were really little more than door dings and scratches that happen all the timeThis vehicle is a year old and door dings should be expectedThat being said, we agreed to fix the scratches and door dings as part of the deal [redacted] repaired the dent in the bedside but also re-finished the bed side, the tailgate and the cab,Smaller dents were repaired on October 14, by [redacted] These are dents that can be repaired without putting the vehicle in the body shop and which require only small amounts of touch up paint if at all.We completed the repair of the drive train of the vehicle, we performed all tasks we had promised on the “We Owe" slip and the customer picked up the vehicle.We had the vehicle detailed again and made sure it had a full tank of diesel fuel when the customer picked up the vehicle.Based on representation made to me after the fact, everyone thought [redacted] was happy with everything we had done.We performed all the work in the "We Owe" and in fact went above and beyond by having the issues not just touched up but paintedI did not hear anything related to the issues with the vehicle prior to the customer writing a negative review on [redacted] which resulted in a response from me asking them to contact me so l could discuss the situation.On December 1, I received an e-mail from [redacted] following up on my comment to her [redacted] review them to contact meShe stated in the e-mail to me she wanted to return the vehicle and have her deposit refunded,My response to her was to let me look into the situation and see what the issues were and I would get back to herI told her it would take a couple of days for me to complete my research[redacted] responded she appreciate me getting back to her and also advised me she had filed a complaint with the Revdex.com as well as the Attorney General's OfficeAs I got the complaint, can see it is actually dated 11/28/15.I then responded to [redacted] what my understanding of the issue(s) were and she stated my understanding was incorrectI asked her to please bring the vehicle in so | could look at the issues and see what the problems wereShe declined and said I would be hearing from her attorney.Our goal has always been to try and make the customer happyAs I stated there are times when we can't no matter how hard I tryIf she had contacted me when she picked up the vehicle after the repairs had been done I would have had an opportunity to try and make her happyEven now, she refuses to allow me the opportunity to inspect the issues she has had.It would appear the only way to make [redacted] happy would be for me to re-acquire the vehicle from herFiling complaints with the Attorney General, the Revdex.com and threatening me with legal action is not something find conciliatoryI certainly have no legal obligation to re-acquire the vehicle and after being accused of fraud am that much less likely to do so.If you need any additional information, please contact me directly
[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 ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
I am writing in reference to the above referenced complaintThe complaint makes reference to a sale we made of a vehicle to another customer for which a deposit was made.In the instant case, according to the complaint, [redacted] he came to the dealership Wanting to purchase a used vehicle and asserts We requested and accepted a deposit in the amount of $2,500, he signed the buyer's order and said he would return the next day with the remaining funds to finalize the transaction.As a matter of policy, we will not hold a vehicle for someoneAll too often a customer will want us to hold a vehicle and they would have no obligation to show up and actually consummate the transactionWe schedule appointments everyday and the reality is, if 65% of those appointments actually show up, we are doing a very good job.Until a vehicle is paid for or we have a cashable contract and the vehicle leaves the lot, there is no transactionIn [redacted] ***'s case, if he had given us a deposit and decided he didn't want the vehicle, we would have no recourse other than to return his deposit because we don't accept non-refundable deposits, with the exception of a factory order on certain Vehicles.I am truly Sorry [redacted] was not able to purchase the vehicle when he was here originallyThe fact of the matter is, we can't hold a vehicle for a CustomerWe have returned his deposit but will not pay any penalty for him not purchasing the vehicle.If you need any additional information, please contact me directly.Very truly yours,Donald H***General Manager
I am writing in reference to the above referenced complaint.The complaint has ultimately come to me as the general manager of Cowles Ford, Inchowever it was addressed to a [redacted] ***, a previous general manager that hasn't been here in over three (3) yearsI have written to the RevDex.com on multiple occasions asking the address be updated with my name so any issues come to my attention as quickly as possible so I might address them timely.We are always doing our best to take care of the customerSometimes we can't make them happy but we still trySometimes customers have buyer's remorse and decide they don't want a vehicle after they purchased it and find any and all reasons to try and back out [redacted] is in real estate where there is a three (3) day "cooling off period" which we don't have in our industry in the Commonwealth of Virginia.| can state very clearly we certainly would never defraud a customer as has been alleged in the instant caseWe did not sell a vehicle that had the known issues referred to in the complaint.We perform a detailed used car inspection when used vehicles are acquired which includes a Virginia state inspection and an emission testIn the instant case, as a result of our used car inspection, the items we found and corrected included the following:Oil & Filter Change Replace serpentine belt Removed running boards Replaced tires Performed alignment Replaced cup holder Replaced cabin light Replaced brake lightRelated to the drive train issue, if the vehicle did not exhibit any issues related to the drive train when the used car inspection was performed, there would be no expectation there would be problems with the drive trainThe vehicle at issue is approximately years old but as a diesel engine, it only had approximately 84,000, which is fairly low for diesel enginesIf there had been drive train issues during the used car inspection, the technician certainly would have brought it to the sales department's attention because they have a vested interest in insuring all needed work is performed, that's how they get paid.There were apparently no power train issues with the vehicle when **& [redacted] test drove the vehicle as part of the purchase processIn addition, based on the condition of the vehicle when they purchased it, if they had an issue with the dents and scratches, they could have elected not to purchase the vehicle, however, they did.We absolutely exceeded reasonable efforts to try and make **and [redacted] happyAs stated earlier, it is always our goal to take care of the customer and indeed we tried very hard, I am disappointed the matter has come to this point.I can't comment on the issue with the paint **& [redacted] are referring to in their complaint because I have not seen the vehicleI can only rely in comments made to me by my sales consultant, my sales managers and the owner of Extreme Customer CollisionI requested [redacted] bring the vehicle for me to look at it and she declined.According to my sales department, there was a small dent, about the size of a fist in the driver's side door and another dent on the pillar to the left hand side of the cab in back where a camper or shell had been attached to the bed of the truckThere were also several scratches that either had been touched up prior to the vehicle being traded in to us or needed to be touched up.We provided the customer a “We Owe" (copy attached as "Exhibit A"), which clearly stated we would repair dents, paint four (4) places that had been painted or touched up, clean the black rubber (presumably from the camper) and a couple of other minor items.The customer purchased the vehicle on October 3, They left the vehicle with us to install the spray in bed liner and get the minor dents and scratches taken care ofWe had the spray in bed liner installed and had the scratches taken care of prior to the customer coming back to pick the vehicle up on October 9, 2015.The dents were not taken care of because the contractor we use for that work is only available on Wednesday and he did not complete the work the week before so we asked the customers to return the vehicle the following Wednesday, October 14, The customer was also unhappy with the quality of the scratch repairsThe customer took the vehicle on October 9, and on October 11, they started to have issues with the drivability of the truck and they wanted to return the vehicle and rescind the dealKeith F
*, one of our sales managers requested they bring the vehicle in on Monday so we could look at the issues[redacted] returned the vehicle to the dealership on Monday, October 12, and we provided her a [redacted] to drive until we could diagnose the cause of the power train issues.We drove the vehicle multiple times trying to get the vehicle to present the issues the customer had experiencedMy shop foreman was finally able to get the vehicle to display the problems once we got as far away as Dumfries, VA, approximately miles from our locationAfter running diagnostic tests, we replaced the coils on cylinders 1, and The shop also performed a fuel induction service and replaced all the spark plugs at that time.While we had the vehicle, because [redacted] ***s was not happy with the paint repair we had done, **Carlos R [redacted] had the vehicle taken to [redacted] to have the vehicle refinished in the areas that needed to be repairedBased on representations made to me by the owner of [redacted] , the items at issue were really little more than door dings and scratches that happen all the timeThis vehicle is a year old and door dings should be expectedThat being said, we agreed to fix the scratches and door dings as part of the deal [redacted] repaired the dent in the bedside but also re-finished the bed side, the tailgate and the cab,Smaller dents were repaired on October 14, by [redacted] These are dents that can be repaired without putting the vehicle in the body shop and which require only small amounts of touch up paint if at all.We completed the repair of the drive train of the vehicle, we performed all tasks we had promised on the “We Owe" slip and the customer picked up the vehicle.We had the vehicle detailed again and made sure it had a full tank of diesel fuel when the customer picked up the vehicle.Based on representation made to me after the fact, everyone thought [redacted] was happy with everything we had done.We performed all the work in the "We Owe" and in fact went above and beyond by having the issues not just touched up but paintedI did not hear anything related to the issues with the vehicle prior to the customer writing a negative review on [redacted] which resulted in a response from me asking them to contact me so l could discuss the situation.On December 1, I received an e-mail from [redacted] following up on my comment to her [redacted] review them to contact meShe stated in the e-mail to me she wanted to return the vehicle and have her deposit refunded,My response to her was to let me look into the situation and see what the issues were and I would get back to herI told her it would take a couple of days for me to complete my research[redacted] responded she appreciate me getting back to her and also advised me she had filed a complaint with the Revdex.com as well as the Attorney General's OfficeAs I got the complaint, can see it is actually dated 11/28/15.I then responded to [redacted] what my understanding of the issue(s) were and she stated my understanding was incorrectI asked her to please bring the vehicle in so | could look at the issues and see what the problems wereShe declined and said I would be hearing from her attorney.Our goal has always been to try and make the customer happyAs I stated there are times when we can't no matter how hard I tryIf she had contacted me when she picked up the vehicle after the repairs had been done I would have had an opportunity to try and make her happyEven now, she refuses to allow me the opportunity to inspect the issues she has had.It would appear the only way to make [redacted] happy would be for me to re-acquire the vehicle from herFiling complaints with the Attorney General, the Revdex.com and threatening me with legal action is not something find conciliatoryI certainly have no legal obligation to re-acquire the vehicle and after being accused of fraud am that much less likely to do so.If you need any additional information, please contact me directly