Our service manager resonds: I spend about 45 minutes speaking to him through a relay operator yesterday. We changed the oil on his vehicle on 7/8 at approx.. 227k miles and then changed it again at approx.. 230k miles on 7/27. He claims he went to Auto Zone or another dealer on August 6th and that...
his car was low on oil and they added it. He came back in on August 10th and we told him he had a leaking oil pan gasket and possibly a seeping rear main oil seal and he declined the repairs. The mileage was in excess of 235k on the 10th on his last visit.
From our service manager's description, the area were there appears to be a leak is the rear main seal, which has nothing to do with the level of oil in the engine, or the oil pan gasket, which is not affected by oil changes. If you have declined further repairs, then I do not see that there is anything else to be done.
I am advised by our Honda General Manager that we have made repeated attempts to contact you by telephone, but that none of the messages we left have been retuned.
We would like to resolve your issues. Please call Mark R[redacted] at [redacted] to discuss them further.
Thanks,
Dan C[redacted]
Vice President
[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 would be satisfactory to me.
Thank you for bringing your issue to our attention.
Vehicle Service Contract cancellation refunds are made directly by our vendor, [redacted], and not by Russell & Smith.
[redacted] advises that your refund was processed and a check in the amount of $2,500.00 was mailed to [redacted] on...
April 2, 2015. A copy of their check is attached. According to their records, as of this morning the check had not yet cleared their bank. I cannot comment on the amount of time it takes [redacted] to process payments such as this. That said, we frequently make lien payoffs to various financial institutions for our customers, and it's not unusual for the lender to take up to two weeks to process our payment and send the title and lien release. You may wish to contact [redacted] later in the week to determine if they have received and/or processed the payment. If not, you may contact [redacted] directly at 888-791-0777 to request a stop payment and reissue of the check.
If you need further assistance, please contact our Aftermarket Registration Department at7[redacted]3.
[redacted]
Our Honda General Manager, Jack [redacted] advises the following:
He actually had two trades, one was$22,000 and one was $6000 that’s where the misunderstanding was as the buyer’s order prints the two trades added together which is why he thought $28,000
He did not purchase because he had $12,000...
negative equity on his [redacted] GTI and wanted to talk to his financial advisors.
I understand that this has been reviewed with you.
You have responded that our response is not adequate. The Revdex.com requested your reasons for this, but I do not see that in your response. I'd appreciate hearing more from you as to what it is we need to do to resolve your issues.
[redacted]
Dealership had someone drive an hour+ to fix the issue and get us our plates. Just had to get the right people involved. I am disappointed I had to file a Revdex.com complaint to facilitate things and I hope they make changes their customer service system to make it possible to talk to a manager easier without having to go this far, but I am satisfied with the outcome.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,It is clear from the response by the business that they are not willing to accept responsibility for their error. I did file a report and dispute through [redacted] and I received a response saying to contact the creditor to see if they can reverse the transaction. I have contacted Jack [redacted], one of the dealer managers that I spoke with after this error by the business occurred and requested that he sees that the finance department get involved in this issue. Jack is familiar with this error made by the business and he is the one that assured me that the credit check would only list as a "soft pull" which would not affect my credit, however this was untrue because it shows on my credit report as a hard pull. Here is the e-mail send to Jack [redacted] on November 29th which I have received no follow up from and no response from the finance department:Thats unfortunate. Can you please forward this info to the head financial person at your dealer since it showed up as a hard pull on my credit, I would like them to follow up with me to see what the dealership can do on your end to undo this credit check, it appears that it at least lowered my credit score about 15 points and again I would have never authorized this transaction given your salesperson made a HUGE mistake, and I also feel lied to after you told me it was a soft credit pull. I would like to have this issue resolved as soon as possible and since you guys made the mistake I would appreciate a little effort in looking into what can be done from the dealership end. Thanks,[redacted]Again, it is apparent the dealer is not doing anything to reverse the error they have created, and now they are having a person that was not even involved in this situation respond. It was clear that the sales person said they were now offering me $28,000 for my ** trade as evidenced by when I asked him "why are they now offering me $28,000 for my ** trade when at first (my first visit to the dealer) they were only offering me $22,000 to which he responded: "its because they want to earn your business and now we are closer to making a deal". This is a very clear response that in fact they were offering me $28,000 and not $22,000 on the ** trade only, and the paperwork also reflected this. Jack [redacted] even responded that it was his fault because he did not make it clear to the sales person (Stevon) that the dealer intended the $28,000 for both cars and that it was confusing to him because they listed it in an unorthodox way on the paperwork, something Jack [redacted] stated himself (the manager). So don't send a response saying "it was not clear what was said" because I was there and very clear on what was and wasn't said and the person responding was not present in this transaction. The authorization made was not for the deal they ultimately intended to offer me as per dealer error. Lets get the finance department involved to see what they can do please as this is what [redacted] has directed me to do.
Our service manager resonds: I spend about 45 minutes speaking to him through a relay operator yesterday. We changed the oil on his vehicle on 7/8 at approx.. 227k miles and then changed it again at approx.. 230k miles on 7/27. He claims he went to Auto Zone or another dealer on August 6th and that...
his car was low on oil and they added it. He came back in on August 10th and we told him he had a leaking oil pan gasket and possibly a seeping rear main oil seal and he declined the repairs. The mileage was in excess of 235k on the 10th on his last visit.
From our service manager's description, the area were there appears to be a leak is the rear main seal, which has nothing to do with the level of oil in the engine, or the oil pan gasket, which is not affected by oil changes. If you have declined further repairs, then I do not see that there is anything else to be done.
I am advised by our Honda General Manager that we have made repeated attempts to contact you by telephone, but that none of the messages we left have been retuned.
We would like to resolve your issues. Please call Mark R[redacted] at [redacted] to discuss them further.
Thanks,
Dan C[redacted]
Vice President
[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 would be satisfactory to me.
Thank you for bringing your issue to our attention.
Vehicle Service Contract cancellation refunds are made directly by our vendor, [redacted], and not by Russell & Smith.
[redacted] advises that your refund was processed and a check in the amount of $2,500.00 was mailed to [redacted] on...
April 2, 2015. A copy of their check is attached. According to their records, as of this morning the check had not yet cleared their bank. I cannot comment on the amount of time it takes [redacted] to process payments such as this. That said, we frequently make lien payoffs to various financial institutions for our customers, and it's not unusual for the lender to take up to two weeks to process our payment and send the title and lien release. You may wish to contact [redacted] later in the week to determine if they have received and/or processed the payment. If not, you may contact [redacted] directly at 888-791-0777 to request a stop payment and reissue of the check.
If you need further assistance, please contact our Aftermarket Registration Department at7[redacted]3.
[redacted]
Customer is coming next week when his schedule allows to replace the broken clips
Our Honda General Manager, Jack [redacted] advises the following:
He actually had two trades, one was$22,000 and one was $6000 that’s where the misunderstanding was as the buyer’s order prints the two trades added together which is why he thought $28,000
He did not purchase because he had $12,000...
negative equity on his [redacted] GTI and wanted to talk to his financial advisors.
I understand that this has been reviewed with you.
You have responded that our response is not adequate. The Revdex.com requested your reasons for this, but I do not see that in your response. I'd appreciate hearing more from you as to what it is we need to do to resolve your issues.
[redacted]
Dealership had someone drive an hour+ to fix the issue and get us our plates. Just had to get the right people involved. I am disappointed I had to file a Revdex.com complaint to facilitate things and I hope they make changes their customer service system to make it possible to talk to a manager easier without having to go this far, but I am satisfied with the outcome.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,It is clear from the response by the business that they are not willing to accept responsibility for their error. I did file a report and dispute through [redacted] and I received a response saying to contact the creditor to see if they can reverse the transaction. I have contacted Jack [redacted], one of the dealer managers that I spoke with after this error by the business occurred and requested that he sees that the finance department get involved in this issue. Jack is familiar with this error made by the business and he is the one that assured me that the credit check would only list as a "soft pull" which would not affect my credit, however this was untrue because it shows on my credit report as a hard pull. Here is the e-mail send to Jack [redacted] on November 29th which I have received no follow up from and no response from the finance department:Thats unfortunate. Can you please forward this info to the head financial person at your dealer since it showed up as a hard pull on my credit, I would like them to follow up with me to see what the dealership can do on your end to undo this credit check, it appears that it at least lowered my credit score about 15 points and again I would have never authorized this transaction given your salesperson made a HUGE mistake, and I also feel lied to after you told me it was a soft credit pull. I would like to have this issue resolved as soon as possible and since you guys made the mistake I would appreciate a little effort in looking into what can be done from the dealership end. Thanks,[redacted]Again, it is apparent the dealer is not doing anything to reverse the error they have created, and now they are having a person that was not even involved in this situation respond. It was clear that the sales person said they were now offering me $28,000 for my ** trade as evidenced by when I asked him "why are they now offering me $28,000 for my ** trade when at first (my first visit to the dealer) they were only offering me $22,000 to which he responded: "its because they want to earn your business and now we are closer to making a deal". This is a very clear response that in fact they were offering me $28,000 and not $22,000 on the ** trade only, and the paperwork also reflected this. Jack [redacted] even responded that it was his fault because he did not make it clear to the sales person (Stevon) that the dealer intended the $28,000 for both cars and that it was confusing to him because they listed it in an unorthodox way on the paperwork, something Jack [redacted] stated himself (the manager). So don't send a response saying "it was not clear what was said" because I was there and very clear on what was and wasn't said and the person responding was not present in this transaction. The authorization made was not for the deal they ultimately intended to offer me as per dealer error. Lets get the finance department involved to see what they can do please as this is what [redacted] has directed me to do.