Houston Wilderness

Dear Revdex.com,I am happy to meet with the client as this is the firsat I am hearing about it. Several issues were raised in the client letter; 1. rough ride - the 2015 [redacted] has a sport suspension, it is firm ride  and there really is nothing we can do to change this, 2. Tire pressure monitor issues, it's not a safety item but should not be a recurring issue. We can work with our shop foreman to see if something in the system is causing malfunctions, 3. I am most interested in hearing from the client what happened to give the impression of rude behavior. For this I certainly will apologize and have zero tolerance for such action so I would like to seek additional information.I recommend the client reach out to me and we can schedule a meeting, my direct dial is ###-###-####. If the ride is a big issue for the client I will try our best to trade into a different vehicle but can't commit to anything at this stage until we know more.Sincerely,Peter C[redacted]General Manager, [redacted] of Alexandria

The repair order submitted with the complaint showed zero charges so we assumed no repair had already been made. I'm sorry but the [redacted] dealer in Silver Spring contradicts the [redacted] dealer in Alexandria and we find ourselves stuck in the middle. The vehicle did pass state inspection and there was not a complaint of warped rotors nor any symptoms of warped rotors when the vehicle was sold. There was an opinion by a Maryland inspection tech that the rotors should be looked at but this was due to a cosmetic issue on the rotor as diagnosed by [redacted] of Alexandria. Since we did not have an opportunity to do a repair, if needed, I must respectfully decline the clients demand for $1,200. Since we cannot be certain of a correct diagnosis at this time, in the interest of client satisfaction I would be willing to meet the client half way and offer $600 with the understanding that the issue is closed.

Dear Revdex.com,I am happy to meet with the client as this is the firsat I am hearing about it. Several issues were raised in the client letter; 1. rough ride - the 2015 [redacted] has a sport suspension, it is firm ride  and there really is nothing we can do to change this, 2. Tire pressure monitor issues,...

it's not a safety item but should not be a recurring issue. We can work with our shop foreman to see if something in the system is causing malfunctions, 3. I am most interested in hearing from the client what happened to give the impression of rude behavior. For this I certainly will apologize and have zero tolerance for such action so I would like to seek additional information.I recommend the client reach out to me and we can schedule a meeting, my direct dial is ###-###-####. If the ride is a big issue for the client I will try our best to trade into a different vehicle but can't commit to anything at this stage until we know more.Sincerely,Peter C[redacted]General Manager, [redacted] of Alexandria

Dear Revdex.com,I am sorry to learn the client is upset with our efforts to secure financing for the purchase or lease of a new [redacted]. The client did sign an application for credit on 10/24/17 and we sent this to multiple sources to try to secure a credit approval acceptable to the client. This is...

standard procedure and from my investigation I cannot see that we did anything wrong. The client asked to have the credit checks removed, I'm sorry to report we are not in a position to do this. The credit bureau's make that decision but based upon my experience they will only do this if the individual did not sign an application for credit. In this case the client did.Additionally the client mentions our failure to communicate, I see a text message dated 10/30 at 2:36 PM discussing an e-mail of a payout (payoff perhaps?) and mentioning coming in that evening to see about leasing options.My apologies to the client if this process was not adequately explained but respectfully I disagree with the client's statement that we were unethical. Obviously we want our clients to love their [redacted] and feel good about our dealership - that's how we stay in business. Sincerely,Peter C[redacted]General Manager

[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]