First, I would like to apologize to [redacted] for the experience and delay she had regarding the grill and door work on her vehicle. The estimator did in fact drop the ball and did not order the parts right away. The parts were not ordered until about 2 weeks later when the customer...
called in to check the status of the situation. At that time the estimator ordered the parts for the Kia. When the parts came in the estimator stated he then called the customer repeatedly for about a month straight. It wasn't until the customer called in that they found out that the body shop had the wrong number for the client. It appears that the sales person and or the body shop may not have updated the customer's contact info. After the customer called in, the body shop had to reorder the parts because they were shipped back to the manufacture because the body shop was unable to get in contact with the customer. The parts came in and the work was completed. The body shop stated they fixed the front grill, installed the front impact bar under the bumper, and repaired the door alignment issue. However, the customer then stated that the car wash had damaged the paint on the front hood. We do not believe that the car wash damaged the customer's vehicle, however, if she wishes to pursue a claim with our insurance carrier, she may contact [redacted] to start that process. As for the key and car mats, when we agree to an owed item at the time of sale, we put those items in a document called a We Owe. This document is completed so that we are aware of what was agreed to. I have attached the We Owe for this car sale and no key replacement or car mats are listed. Therefore we will not be replacing those items. We do not order original car mats for used cars. Generally, we would try to sell the customer new all-weather floor mats. If the customer desires these items she should reach out to a KIA dealer for facilitation.
First, while we at Liberty never want a customer to have a negative experience, this particular instance was the result of the customer's own actions. We replaced his rear wheel well of his car that he blew out that he bought from us 4 months ago. The repair that was done on the car was not the...
issue it was the damage caused by the careless driving of the owner which resulted in the damage. The new rear well repaired at the time of purchase was split in five sections, and not caused by shotty work. Regardless of this we fixed this issue for the customer for no charge as a courtesy. When it wasn't done within the timeframe he desired, he became verbally abusive with our staff, yelled, cursed and demanded free rentals. Customers need to have the same respect for the company as we show to them. In this instance a miscommunication regarding timing does not justify screaming at our staff. We apologized for the delay in the repair and the poor communication. However, many employees handle many different customers on many different issues. It is not always the case that you can call just any person in a particular department and they will be aware of a particular concern. That being said, we strive to ensure that a customer is clearly communicated with and treated with respect. We denied the rental because we were already performing the work free of charge, and we are not going to pay Mr. Dunphy for his vehicle now.
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]
In this matter, the customer was made well aware that he was
required to co-sign for the loan with his business. The business could
not be extended credit by [redacted] without a co-signor. A co-signor is
equally obligated on the loan. The fact that he was co-signing for...
his
business was clearly explained.
In addition, this transaction was commercial,
not consumer. Mr. [redacted] clearly states that the vehicle was for his
business. Thus, this is not a consumer transaction for which we would
even consider rescission.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
They DID NOT reach out to me in any way shape or form to exchange the vehicle nor take it back. When I told them that I didn't want this unsafe car I was informed that there were no refunds on vehicles. I then asked if I could exchange it the salesmen said to first bring it in for them to look at it and I did. Never heard anything else about an exchange. They had the car from Thursday to Monday afternoon fixing the clutch and the recall. NEVER did they "offer" to pick me up, I had to leave work to drop the car off and go to enterprise for a rental. The only time they contacted me was to have me sign unfinished paperwork and to let me know that they had to keep the car until Monday! They're being totally untruthful!
It is a co-signed purchase. That means it is both names. Both have equal rights and you will see that all the title work and other documents list [redacted] as the owner. The individual here was not a guarantor, but rather a cosigner. Therefore, there is an individual obligation associated with it.
I have undertaken a thorough review of all of Liberty Ford's records regarding the customer's vehicle and we have found no records of any body repair work absent replacement of the driver's side mirror. Any body work on that vehicle (if in fact any work has ever been done to the vehicle) was...
done by a different company and Liberty Ford had no knowledge of it. In addition, Ohio law does not mandate disclosure of repair work on used vehicles. Despite that, the customer was given a vehicle history report and service records in order to give him as much information as possible. If the customer later found something that we were unaware of, we are not in a position to compensate him for that. All we know is that Liberty did not perform such body work on the vehicle.
Revdex.com: (This consumer response was received by Revdex.com via phone.)
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The consumer stated that his vehicle has been repaired but he is disappointed that the business cannot admit to their mistake. The consumer said he was threatened by the business and mistreated. He also said he only considers his complaint matter to be partially resolved. The consumer further stated that he is also disappointed with the level of customer service he received from this business especially given the fact that he has been a reoccurring customer.
Regards,
[redacted]
First and foremost, we at Liberty apologize that Ms. H[redacted] had this experience. We are attempting to find out who told her it was her driving and we will correct that kind of behavior. However, Ms. H[redacted] was informed prior to sale of this pre-owned vehicle that it...
was subject to an open recall and she executed a form where we told her exactly what the issue was with the vehicle and the process to remedy. Ms. H[redacted] new about this at the time of purchase. We have offered to have Ms. H[redacted] bring the vehicle in and we would inspect the issues she described, we offered to pick it up for her. We have also offered to cancel the deal to get her into a different vehicle, one that she may be more comfortable with, but she has not elected that decision. We understand that Ms. H[redacted] has gone online and read numerous "horror" stories from individuals complaining about the transmission, but that is not the recall on the vehicle. We are attempting to work with Ms. H[redacted] to remedy her concerns, and we are not sure what else we could do at this point.
Thank you for the information. We at Liberty have actually been addressing this issue with [redacted] for some time. A few months ago, the general sales manager in that store reached out to [redacted] asking which financial institutions she wanted a letter sent to regarding the mistaken...
inquiries. She has not responded to him, and we cannot access her credit report (and I am sure she would not want us to) in order to get that information ourselves. If [redacted] would produce a list of financial institutions that she wants the letters sent to, we will gladly get these sent out immediately.
[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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Despite this customer agreeing to purchase the vehicle after we made the repairs he requested, he backed out of the deal, costing the dealership money due to his lack of honesty about his intent to purchase the vehicle. Regardless, the store has been instructed to return the customer's deposit...
and he can contact the general sales manager to arrange for that.
Ms. [redacted] is not a customer of Liberty Ford. The basis of her issue relates to the turn-in of her mother's lease. We maintain that the turn in costs were clearly disclosed to Ms. D[redacted] prior to completion. Unfortunately, I cannot discuss resolution to a customer issue...
with someone who is not that customer. If Ms. D[redacted]'s mother has incurred some sort of financial debt associated with this lease turn-in, I will gladly speak with her about a resolution. However, I cannot discuss this issue with the complaining party to this issue as she is not the customer on the lease of which she now complains, nor did she purchase a vehicle as described in her complaint.
First, I would like to apologize to [redacted] for the experience and delay she had regarding the grill and door work on her vehicle. The estimator did in fact drop the ball and did not order the parts right away. The parts were not ordered until about 2 weeks later when the customer...
called in to check the status of the situation. At that time the estimator ordered the parts for the Kia. When the parts came in the estimator stated he then called the customer repeatedly for about a month straight. It wasn't until the customer called in that they found out that the body shop had the wrong number for the client. It appears that the sales person and or the body shop may not have updated the customer's contact info. After the customer called in, the body shop had to reorder the parts because they were shipped back to the manufacture because the body shop was unable to get in contact with the customer. The parts came in and the work was completed. The body shop stated they fixed the front grill, installed the front impact bar under the bumper, and repaired the door alignment issue. However, the customer then stated that the car wash had damaged the paint on the front hood. We do not believe that the car wash damaged the customer's vehicle, however, if she wishes to pursue a claim with our insurance carrier, she may contact [redacted] to start that process. As for the key and car mats, when we agree to an owed item at the time of sale, we put those items in a document called a We Owe. This document is completed so that we are aware of what was agreed to. I have attached the We Owe for this car sale and no key replacement or car mats are listed. Therefore we will not be replacing those items. We do not order original car mats for used cars. Generally, we would try to sell the customer new all-weather floor mats. If the customer desires these items she should reach out to a KIA dealer for facilitation.
First, while we at Liberty never want a customer to have a negative experience, this particular instance was the result of the customer's own actions. We replaced his rear wheel well of his car that he blew out that he bought from us 4 months ago. The repair that was done on the car was not the...
issue it was the damage caused by the careless driving of the owner which resulted in the damage. The new rear well repaired at the time of purchase was split in five sections, and not caused by shotty work. Regardless of this we fixed this issue for the customer for no charge as a courtesy. When it wasn't done within the timeframe he desired, he became verbally abusive with our staff, yelled, cursed and demanded free rentals. Customers need to have the same respect for the company as we show to them. In this instance a miscommunication regarding timing does not justify screaming at our staff. We apologized for the delay in the repair and the poor communication. However, many employees handle many different customers on many different issues. It is not always the case that you can call just any person in a particular department and they will be aware of a particular concern. That being said, we strive to ensure that a customer is clearly communicated with and treated with respect. We denied the rental because we were already performing the work free of charge, and we are not going to pay Mr. Dunphy for his vehicle now.
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 have sent the list of banks over to the manager of that department for processing of the letters.
In this matter, the customer was made well aware that he was
required to co-sign for the loan with his business. The business could
not be extended credit by [redacted] without a co-signor. A co-signor is
equally obligated on the loan. The fact that he was co-signing for...
his
business was clearly explained.
In addition, this transaction was commercial,
not consumer. Mr. [redacted] clearly states that the vehicle was for his
business. Thus, this is not a consumer transaction for which we would
even consider rescission.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
They DID NOT reach out to me in any way shape or form to exchange the vehicle nor take it back. When I told them that I didn't want this unsafe car I was informed that there were no refunds on vehicles. I then asked if I could exchange it the salesmen said to first bring it in for them to look at it and I did. Never heard anything else about an exchange. They had the car from Thursday to Monday afternoon fixing the clutch and the recall. NEVER did they "offer" to pick me up, I had to leave work to drop the car off and go to enterprise for a rental. The only time they contacted me was to have me sign unfinished paperwork and to let me know that they had to keep the car until Monday! They're being totally untruthful!
It is a co-signed purchase. That means it is both names. Both have equal rights and you will see that all the title work and other documents list [redacted] as the owner. The individual here was not a guarantor, but rather a cosigner. Therefore, there is an individual obligation associated with it.
I have undertaken a thorough review of all of Liberty Ford's records regarding the customer's vehicle and we have found no records of any body repair work absent replacement of the driver's side mirror. Any body work on that vehicle (if in fact any work has ever been done to the vehicle) was...
done by a different company and Liberty Ford had no knowledge of it. In addition, Ohio law does not mandate disclosure of repair work on used vehicles. Despite that, the customer was given a vehicle history report and service records in order to give him as much information as possible. If the customer later found something that we were unaware of, we are not in a position to compensate him for that. All we know is that Liberty did not perform such body work on the vehicle.
Revdex.com: (This consumer response was received by Revdex.com via phone.)
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The consumer stated that his vehicle has been repaired but he is disappointed that the business cannot admit to their mistake. The consumer said he was threatened by the business and mistreated. He also said he only considers his complaint matter to be partially resolved. The consumer further stated that he is also disappointed with the level of customer service he received from this business especially given the fact that he has been a reoccurring customer.
Regards,
[redacted]
First and foremost, we at Liberty apologize that Ms. H[redacted] had this experience. We are attempting to find out who told her it was her driving and we will correct that kind of behavior. However, Ms. H[redacted] was informed prior to sale of this pre-owned vehicle that it...
was subject to an open recall and she executed a form where we told her exactly what the issue was with the vehicle and the process to remedy. Ms. H[redacted] new about this at the time of purchase. We have offered to have Ms. H[redacted] bring the vehicle in and we would inspect the issues she described, we offered to pick it up for her. We have also offered to cancel the deal to get her into a different vehicle, one that she may be more comfortable with, but she has not elected that decision. We understand that Ms. H[redacted] has gone online and read numerous "horror" stories from individuals complaining about the transmission, but that is not the recall on the vehicle. We are attempting to work with Ms. H[redacted] to remedy her concerns, and we are not sure what else we could do at this point.
Thank you for the information. We at Liberty have actually been addressing this issue with [redacted] for some time. A few months ago, the general sales manager in that store reached out to [redacted] asking which financial institutions she wanted a letter sent to regarding the mistaken...
inquiries. She has not responded to him, and we cannot access her credit report (and I am sure she would not want us to) in order to get that information ourselves. If [redacted] would produce a list of financial institutions that she wants the letters sent to, we will gladly get these sent out immediately.
This issue has been resolved between the company and the customer.
[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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Despite this customer agreeing to purchase the vehicle after we made the repairs he requested, he backed out of the deal, costing the dealership money due to his lack of honesty about his intent to purchase the vehicle. Regardless, the store has been instructed to return the customer's deposit...
and he can contact the general sales manager to arrange for that.
Ms. [redacted] is not a customer of Liberty Ford. The basis of her issue relates to the turn-in of her mother's lease. We maintain that the turn in costs were clearly disclosed to Ms. D[redacted] prior to completion. Unfortunately, I cannot discuss resolution to a customer issue...
with someone who is not that customer. If Ms. D[redacted]'s mother has incurred some sort of financial debt associated with this lease turn-in, I will gladly speak with her about a resolution. However, I cannot discuss this issue with the complaining party to this issue as she is not the customer on the lease of which she now complains, nor did she purchase a vehicle as described in her complaint.