[redacted] and [redacted] purchased a Pilot from us on 3/28/ After an extended test drive, they took several days to make a decision on what type of Pilot to purchase that would fit their budget Karen was their sales person and she helped them with their purchase and explained the different options available Because of budget constraints, they decided to go with the Pilot EX-L without navigation system Everything seemed fine until Cliff, General Sales Manager, received a call from [redacted] a couple of weeks later saying that her phone was not interacting with the vehicle The next day, Julie spoke with [redacted] and told her that we would do everything we could to fix the problem with her phone and made an appointment for her to bring it in.Julie and Karen met with [redacted] when she was picking the Pilot up after service was completed Chris, our product specialist, sat in the Pilot with [redacted] paring up her phone and going over Apple CarPlay and applications They could not figure out why the navigation would not come up, they tried another apple phone and it came right up What they found out was that [redacted] had deleted the navigation app off of her phone because she did not like it She wanted an app called, Waze, which does not work with Apple CarPlay She became very upset and said that she did not like the Pilot and that it drove poorly and would rather drive a CR-V like the one she drove while her Pilot was in for service At that moment, Julie offered to trade her out of the Pilot into a CR-V [redacted] was not interested in doing that The original navigation app will work on the Pilot, [redacted] never said anything about wanting to use the Maze app We are happy to trade them our of their current vehicle and honor the purchase price minus an adjustment for mileage used and usage and sell them a Pilot with navigation for the same price plus the difference to add the navigation systemSincerely, Marcus S***
Good Morning,we are not ignoring neither have we been ignoring the complaint by [redacted] We have offered her the CRV or to upgrade to a Pilot with Navigation and we are still prepared to do soLike I explained in my first response, we will honor the price [redacted] paid with very minor deduction for mileage driven and of course any damage on her current vehicleThe difference between the upgraded Pilot and her current vehicle is their responsibilityThere is no penalty to [redacted] since she has been driving it all this timeI have consulted with all employees involved and we all agree that this is a very fair offer [redacted] should take advantage ofWe will be getting back a used vehicle and she will receive a new oneThis offer will be good through the month of AugustSincerely, Marcus S***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***I hardly think miles to Prestwick is an extended driveOur delay to purchase was because TLH had so stock of the EX-L We were searchingThere was only one option we were interested in and Karen interjected her misinformation before it was discussedI did not call CliffI spent minutes with Karen on the day of purchase and she didn't know why it wouldn't work I had to return and a man helped me but he didn't know eitherIt was less than weeks after delivery and my pilot was having the protective coating applied and Juilie said they would meet me in service with the tech expert Before the meeting, I had already done research and knew why it wasn't working We could not have known the problem until we received the handbook that Karen had given us incorrect information She did not know either but not my fault Julie was very flippant and unprofessional when talking about budget issues, which Karen had relayed That is a matter of customer privacy and a falsehood Yet Julie repeated it when putting the blame on us for ordering the vehicle incorrectlyRegardless of anything that happened at a meeting, the bottom line is Karen did not explain the option Why didn't MrS*** or Cliff contact me when I wrote to them? Ignoring a problem does not make it go away It is not the professionalism I would expect from the President of TLHAgain, the problem with the trade offered penalizes us for her error then the delay in response has caused more mileage and wear Plus, I truly hate this pilot The steering is horrible, the suspension is horrible, the transmission is horrible It really isn't an SUV, at all
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***MrS***, my skin crawls each time you call me ***I don't know youI wouldn't have had the pilot "all this time" if my letter of 4/had not been IGNORED That's been months in case you need to know I didn't say I wanted a CRV, (another lie) I said I like the steering and handling because it was like the other Pilot that I own There would be no damage or increased mileage if you had addressed my original concern I have taken three trips totaling over 5,miles which would not be on the car if you hadn't IGNORED my letter of 4/ Also, you haven't mentioned the protective coating that we invested in or the extended warranty that we purchasedThose are additional expenses that we shouldn't be responsible for since your employee screwed up NONE of this is our fault, NONE Who are you people? Take responsibility and do the right thing
[redacted] and [redacted] purchased a 2017 Pilot from us on 3/28/2017. After an extended test drive, they took several days to make a decision on what type of Pilot to purchase that would fit their budget. Karen was their sales person and she helped them with their purchase and explained...
the different options available. Because of budget constraints, they decided to go with the 2017 Pilot EX-L without navigation system. Everything seemed fine until Cliff, General Sales Manager, received a call from [redacted] a couple of weeks later saying that her phone was not interacting with the vehicle. The next day, Julie spoke with [redacted] and told her that we would do everything we could to fix the problem with her phone and made an appointment for her to bring it in.Julie and Karen met with [redacted] when she was picking the Pilot up after service was completed. Chris, our product specialist, sat in the Pilot with [redacted] paring up her phone and going over Apple CarPlay and applications. They could not figure out why the navigation would not come up, they tried another apple phone and it came right up. What they found out was that [redacted] had deleted the navigation app off of her phone because she did not like it. She wanted an app called, Waze, which does not work with Apple CarPlay. She became very upset and said that she did not like the Pilot and that it drove poorly and would rather drive a CR-V like the one she drove while her Pilot was in for service. At that moment, Julie offered to trade her out of the Pilot into a CR-V. [redacted] was not interested in doing that. The original navigation app will work on the Pilot, [redacted] never said anything about wanting to use the Maze app. We are happy to trade them our of their current vehicle and honor the purchase price minus an adjustment for mileage used and usage and sell them a Pilot with navigation for the same price plus the difference to add the navigation system. Sincerely, Marcus S[redacted].
Good Morning,we are not ignoring neither have we been ignoring the complaint by [redacted]. We have offered her the CRV or to upgrade to a Pilot with Navigation and we are still prepared to do so. Like I explained in my first response, we will honor the price [redacted] paid with very minor deduction for mileage driven and of course any damage on her current vehicle. The difference between the upgraded Pilot and her current vehicle is their responsibility. There is no penalty to [redacted] since she has been driving it all this time. I have consulted with all employees involved and we all agree that this is a very fair offer [redacted] should take advantage of. We will be getting back a used vehicle and she will receive a new one. This offer will be good through the month of August. Sincerely, Marcus S[redacted]
[redacted] and [redacted] purchased a Pilot from us on 3/28/ After an extended test drive, they took several days to make a decision on what type of Pilot to purchase that would fit their budget Karen was their sales person and she helped them with their purchase and explained the different options available Because of budget constraints, they decided to go with the Pilot EX-L without navigation system Everything seemed fine until Cliff, General Sales Manager, received a call from [redacted] a couple of weeks later saying that her phone was not interacting with the vehicle The next day, Julie spoke with [redacted] and told her that we would do everything we could to fix the problem with her phone and made an appointment for her to bring it in.Julie and Karen met with [redacted] when she was picking the Pilot up after service was completed Chris, our product specialist, sat in the Pilot with [redacted] paring up her phone and going over Apple CarPlay and applications They could not figure out why the navigation would not come up, they tried another apple phone and it came right up What they found out was that [redacted] had deleted the navigation app off of her phone because she did not like it She wanted an app called, Waze, which does not work with Apple CarPlay She became very upset and said that she did not like the Pilot and that it drove poorly and would rather drive a CR-V like the one she drove while her Pilot was in for service At that moment, Julie offered to trade her out of the Pilot into a CR-V [redacted] was not interested in doing that The original navigation app will work on the Pilot, [redacted] never said anything about wanting to use the Maze app We are happy to trade them our of their current vehicle and honor the purchase price minus an adjustment for mileage used and usage and sell them a Pilot with navigation for the same price plus the difference to add the navigation systemSincerely, Marcus S***
Good Morning,we are not ignoring neither have we been ignoring the complaint by [redacted] We have offered her the CRV or to upgrade to a Pilot with Navigation and we are still prepared to do soLike I explained in my first response, we will honor the price [redacted] paid with very minor deduction for mileage driven and of course any damage on her current vehicleThe difference between the upgraded Pilot and her current vehicle is their responsibilityThere is no penalty to [redacted] since she has been driving it all this timeI have consulted with all employees involved and we all agree that this is a very fair offer [redacted] should take advantage ofWe will be getting back a used vehicle and she will receive a new oneThis offer will be good through the month of AugustSincerely, Marcus S***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***I hardly think miles to Prestwick is an extended driveOur delay to purchase was because TLH had so stock of the EX-L We were searchingThere was only one option we were interested in and Karen interjected her misinformation before it was discussedI did not call CliffI spent minutes with Karen on the day of purchase and she didn't know why it wouldn't work I had to return and a man helped me but he didn't know eitherIt was less than weeks after delivery and my pilot was having the protective coating applied and Juilie said they would meet me in service with the tech expert Before the meeting, I had already done research and knew why it wasn't working We could not have known the problem until we received the handbook that Karen had given us incorrect information She did not know either but not my fault Julie was very flippant and unprofessional when talking about budget issues, which Karen had relayed That is a matter of customer privacy and a falsehood Yet Julie repeated it when putting the blame on us for ordering the vehicle incorrectlyRegardless of anything that happened at a meeting, the bottom line is Karen did not explain the option Why didn't MrS*** or Cliff contact me when I wrote to them? Ignoring a problem does not make it go away It is not the professionalism I would expect from the President of TLHAgain, the problem with the trade offered penalizes us for her error then the delay in response has caused more mileage and wear Plus, I truly hate this pilot The steering is horrible, the suspension is horrible, the transmission is horrible It really isn't an SUV, at all
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***MrS***, my skin crawls each time you call me ***I don't know youI wouldn't have had the pilot "all this time" if my letter of 4/had not been IGNORED That's been months in case you need to know I didn't say I wanted a CRV, (another lie) I said I like the steering and handling because it was like the other Pilot that I own There would be no damage or increased mileage if you had addressed my original concern I have taken three trips totaling over 5,miles which would not be on the car if you hadn't IGNORED my letter of 4/ Also, you haven't mentioned the protective coating that we invested in or the extended warranty that we purchasedThose are additional expenses that we shouldn't be responsible for since your employee screwed up NONE of this is our fault, NONE Who are you people? Take responsibility and do the right thing
[redacted] and [redacted] purchased a 2017 Pilot from us on 3/28/2017. After an extended test drive, they took several days to make a decision on what type of Pilot to purchase that would fit their budget. Karen was their sales person and she helped them with their purchase and explained...
the different options available. Because of budget constraints, they decided to go with the 2017 Pilot EX-L without navigation system. Everything seemed fine until Cliff, General Sales Manager, received a call from [redacted] a couple of weeks later saying that her phone was not interacting with the vehicle. The next day, Julie spoke with [redacted] and told her that we would do everything we could to fix the problem with her phone and made an appointment for her to bring it in.Julie and Karen met with [redacted] when she was picking the Pilot up after service was completed. Chris, our product specialist, sat in the Pilot with [redacted] paring up her phone and going over Apple CarPlay and applications. They could not figure out why the navigation would not come up, they tried another apple phone and it came right up. What they found out was that [redacted] had deleted the navigation app off of her phone because she did not like it. She wanted an app called, Waze, which does not work with Apple CarPlay. She became very upset and said that she did not like the Pilot and that it drove poorly and would rather drive a CR-V like the one she drove while her Pilot was in for service. At that moment, Julie offered to trade her out of the Pilot into a CR-V. [redacted] was not interested in doing that. The original navigation app will work on the Pilot, [redacted] never said anything about wanting to use the Maze app. We are happy to trade them our of their current vehicle and honor the purchase price minus an adjustment for mileage used and usage and sell them a Pilot with navigation for the same price plus the difference to add the navigation system. Sincerely, Marcus S[redacted].
Good Morning,we are not ignoring neither have we been ignoring the complaint by [redacted]. We have offered her the CRV or to upgrade to a Pilot with Navigation and we are still prepared to do so. Like I explained in my first response, we will honor the price [redacted] paid with very minor deduction for mileage driven and of course any damage on her current vehicle. The difference between the upgraded Pilot and her current vehicle is their responsibility. There is no penalty to [redacted] since she has been driving it all this time. I have consulted with all employees involved and we all agree that this is a very fair offer [redacted] should take advantage of. We will be getting back a used vehicle and she will receive a new one. This offer will be good through the month of August. Sincerely, Marcus S[redacted]