Complaint: [redacted] I am rejecting this response because:I wanted to reach out to you because the company stated they were sending a check for reimbursement for repairs and we have never received anything from the companyThey just responded to my review on yelp claiming that all my claims against them were false, which we know they are notI would like to pursue this again since they have not followed through and been compliant with their statementsThank you! Sincerely, [redacted]
In response to the complaint filed by [redacted] I would like to present our side of the story [redacted] and her partner [redacted] came in on a Sunday after seeing the truck listed for sale onlineThey inspected the truck, took it for a test drive, and mentioned they had another truck they were going to check out but that they were interested in the truckThe truck had a starting issue in which it had a long crank before starting, I thought the issue most likely was related to the batteries as this particular truck has two batteries and if one battery is bad it can drain both batteriesI told them I would look into the starting issueI also mentioned (as I do with all customers) that they were welcome to have a mechanic or shop of their choice do a pre purchase buyers inspection at their expense On Monday or Tuesday they called and said that they would like to buy the truck on the condition we'd try to repair the starting issueWe had previously replaced the batteries in the truck by a local battery store which I've included receipts for, we had this battery store test the battery and they found that one of the two new batteries was bad causing the other battery to drain, they replaced of the new batteries under warrantyThe truck then seemed to start without hesitation for the rest of the dayI cold started the truck several times, and each time after the battery was replaced it started immediately The next day [redacted] called and said they were coming in to close the dealI started the truck in the morning and it had started fine, but then after moving it to have it washed before the customer arrived I noticed it was hard startingFrom that point on it was an intermittent hard start issue and the customer was expected to arrive in a few hours to purchaseI took the truck to a local independent third party shop ( [redacted] ) that we use for most of our mechanical work, he was busy but thought it might be a crank shaft position sensor which he replaced but it failed to fix the issue [redacted] came and picked up the truck and signed all the documents including the buyers guide form which clearly state "you are responsible for all repair costs." When she picked the truck up it was starting correctly and the intermittent start issue was not occurring, but in the interest of full disclosure I did mention it was still having an intermittent starting issueI told her that since she wanted to take the truck that day, and I believed the issue was a relatively minor and simple fix she could take it to a local mechanic and have them work to further diagnose it, and that we would work with her on repair costs (generally this means paying half or paying for parts)She mentioned her brother in law had a diesel repair shop and a truck with the exact same engine and that he and her partner [redacted] could likely fix the issue quickly and easily Several days later they called me to tell me that truck had a bad head gasket and wanted me to pay for $7,000+ worth of repairsThey gave me the name of the shop, which I assume was their brother in laws shopIn going over the list of repairs I noted that the truck had the upgraded head stud kit as well as various other upgraded partsIt is important to understand that the Ford liter diesel engines have been well documented for issues relating to poorly designed head studs and head gasket problemsThere have been aftermarket companies that have developed kits as a preemptive measure to repair these problemsAfter speaking with the two different shops that [redacted] had inspect this truck and receiving some contradicting information it appeared they were simply trying to have our dealership pay for the currently unnecessary upgrade kit At no time did we ever agree, insinuate, or sign documentation stating that the truck had ever or would have any of the upgrade repair kit work performedAlso while we had the truck in our possession neither myself or any of our employees noticed ANY of the classic symptoms of a head gasket issueI had personally driven the truck around on more than one occasion and never noticed any scent or signs of coolant, any loose radiator cap or obvious pressure in the cooling system, any white smoke from the exhaust, any temperature fluctuations on the temp gauge all items which might insinuate a head gasket type issue Further, we had a customer that had previously been interested in this truck that did have a buyers inspection done by a local licensed and bonded third party shop (Premier), this shop had noted several items but none of them were related to the head gasketI have included a copy of their buyers inspection so you can see the items listedWe agreed to fix the items with yet a different local independent licensed and bonded third party repair facility (Polonez) because we have a good relationship and with them and often receive a discounted rateOne of the items we had repaired by Polonez were the front brakes, which [redacted] is claiming were never replaced, we've included receipts for this workNeither Polonez or Premier ever stated or insinuated that there was any type of potential head gasket issueWe have a good relationship with both of these repair shops and trust that they would inform us of a potential head gasket type issue, as they are well known on these engines and relatively easy for a competent mechanic to notice even if they aren't looking for them After talking with the shops as well as [redacted] and [redacted] at length (which I have copies of text messages and e-mails as well) we decided that we would purchase an oil pump at our costs of $and have it shipped to the shop of their choice, as well as a $goodwill check towards laborThe last correspondence we had was an email from [redacted] stating she felt that was unfair and did not clarify who to make the check out to or where to send the part [redacted] has stated we have diesel mechanics on staff that can rebuild engines, I believe she is confused as we have mechanic on staff for our sister trucking companyThis mechanic generally does not perform any repairs on vehicles we are retailing, and the work that is performed is typically light duty tasks not items like rebuilding enginesWe would not spend hundreds of thousands of dollars each year with various local shops if we had our own mechanics and full repair facilityShe has also stated that she paid top dollar for the truck, while there is always room for interpretation on pricing the current Kelly Blue Book value appears to be $22,she paid $less than our original asking price and paid $19,http://www.kbb.com/ford/f350-super-duty-super-cab/2005/xlt-pickup-4d-6-3-4-f...⇄ At this point we are saddened by [redacted] actions, choosing to slander our business with claims on Yelp.com and with the Revdex.com as well as the WA State Attorney Generals OfficeRegardlessWe have never closed this deal out and after defamation of our company, we are still willing to provide this same offer of us purchasing an oil pump at our costs of $and having it shipped to a shop of their choice, as well as a $goodwill check towards labor or we can send $1,and no part instead We run an honest and ethical businessWe NEVER want a customer to feel that they have been treated unfairly or taken advantage ofWe have been in business for over years and have no known complaints with the previously mentioned consumer protection organizationsWe understand that the automotive industry often has a reputation for dishonest sales people and shady business practices, we work extremely hard to contradict thisWe provide transparency and straightforward sales tactics in everything we doIf we have knowledge of a major issue such as a head gasket we would both disclose that to the customer and adjust the price of the vehicle accordinglyWe occasionally have after sales issues occur and we are almost always able to come to a mutual agreement with customers so that everyone feels they are being treated fairlyWe have tried to come to a fair agreement with ***, unfortunately her request is unfair (an entire engine for this vehicle can be purchased on e-bay for less than $5,200)It appears that [redacted] would like us to pay for an upgrade kit that has no impact on the driving capability of the vehicleI hope that anybody reading this will understand that there are two sides to each story and that we've made a reasonable attempt to remedy the situationSince we did agree to assist with the starting issue we are still willing to send the original part and money or even just the money in the hopes she drops her complaints with the previously listed consumer protection organizationsPlease feel free to contact me with any questions or concerns Thank you, Jeffrey R [redacted] Sales Manager Rainer Truck & Trailer
To whom it may concern, I have already sent two checks to [redacted] despite her continued slandering of our business with online review sitesWe sent a check last June which she never cashedLast month I wrote a response on Yelp attempting to defend our business against her claims and trying to resolve the issue incase her check really was "lost in the mail"Her response to my defending of the business and attempting to clarify where to RE-send her $check was more bashing of our business and comments such as "Also, I don't know why you would disclose my physical address on here! Let's make sure you are respecting people privacy rights, and not mishandling your customers personal information!" If [redacted] fails to understand why having the correct mailing address is important then I don't know how we can help herConsidering Megan's continued slandering and unwillingness to handle the situation in the spirit of cooperation, I am doneAs a corporation we have gone above and beyond being ethical and being kind, I have repeatedly attempted to send money to someone actively bashing my business [redacted] is touting her complaints as if they are legitimate legal actions against us "I have text messages to the Rainier trucking employee and a complaint through the attorney generals office and Revdex.com to back up my claims"As a small business our ability to defend our employees livelihood is very limited compared with the ability of anonymous consumers to make wildly or inaccurate claimsIt is not fair for our business to continually waste resources and energy responding to someone that has twice failed to received a checkI've included a copy of both check stubs with this letter so that the Revdex.com can indeed see that checks were issuedThe USPS never mailed the checks back with incorrect address notices nor have we had any postal related issues on our endI have already expressed last year that the issue has been exhausted and we're done with itWe were made to believe that the Revdex.com has closed the file on this issue last yearIf we continue to see attempted communication and slandering on this issue we will consider it harassment and libel consider taking legal actionIn a last ditch effort we will stop payment on the 2nd check we sent and send a third and FINAL check via certified mail and requiring a signature to the address we have on fileIf [redacted] fails to receive our THIRD check she can take it up with the post officeOur business will not be harassed or responding to anymore claims from a disgruntled customer that responds to our benevelonce with libel.Repsectfully, Jeffrey R***
Complaint: [redacted] I am rejecting this response because: Please see the attached quotes stating the truck in question had a blown head gasketPlease see picture below of head gasket where the mechanic marked in yellow where the head gasket was blownIn the text messages I attached you can see where we offered $19,due to the truck needing new tires, and didnt have anything to do with mechanicsPrior to purchase they were supposed to fix the trucks starting issueThey also said they were going to warranty replace the batteries and said the starting issue was resolved, prior to the purchaseAt the time of purchase there was a verbal agreement that if the truck had any issues to take it to our mechanic and they would make sure it gets fixedMy sister in law was preswnt and can confirm that statement as truePlease see receipt for when we had to buy new batteries for the truck due to them not being replaced and well as being the wrong size for the truckWe received a quote from CW Exhaust who is our mechanic who works on all our vehicles and is not a relative of ours in any way, and he recommended to use after market partsIn my demand email to the company we stated we would be willing to pay for the extra costs but we're going to get another quote from a 3rd party mechanicWe contacted Rainier Trucking to have them contact our mechanic, which they never calledThe original quote was for $7,We then took the truck to [redacted] on 3/3/and got a quote for $4,(which is attached) and does not have any after market or special parts in that quoteWe provided this quote to Rainier Trucking and never received a responseWhen speaking on the phone to Jeff at Rainier Trucking he asked us what we wanted to do, and we told him that we wanted the truck fixed or we wanted to return the truckHe agreed he would look into options of helping to fix the truckWhen we tried to return the truck to Rainier trucking and they said it was now not an optionWe then had to take the truck back to the mechanic due to the truck still not starting properly on 4/28/and had to replace the starter and oil filter element costing another $(receipt attached)The mechanic only charged for the cost of the parts and no labor was included $5,has been the total money out of pocket paid by us to fix the head gasket and the starting issues with the truckRainier Trucking offered us to pay only for a part and $towards laborPlease see attached email/screenshot where we sent him the last quote stating there was no aftermarket parts and the same issues that were listed in the original quoteWe never received a call, text or email back from the company since March 10th, The company has been ignoring us since we took the truck to the mechanic to have it fixedWe gave them the contact information to allow them to contact both mechanics and companies which they did not try to attempt to help cover any costs Sincerely, [redacted]
We bought a truck from them this past February, and after negotiating the issues with the truck not starting Jeff told us that he replaced the batteries under warranty, and if we had any issues to let him know. He also wanted us to take it to our mechanic, and he specifically told us he would cover any costs to fix the trucks starting issues. He told us that he replaced the batteries in the truck and that the brakes were brand new, and over all the truck looked to be in excellent condition. A couple days later the radiator cap was popping and we quickly contacted Jeff and told him we were taking it to the mechanic on Monday. We didnt even have the truck for a whole week. Come to find out the head gaskets were blown, and we were quoted $5500 to $7200 in repairs. This company told us they would take the truck back and then changed their minds and refused. They were unwilling to help pay for the repairs needed to make the truck drivable other then buying a part and $500 toward labor. We e
Complaint: [redacted] I am rejecting this response because:I wanted to reach out to you because the company stated they were sending a check for reimbursement for repairs and we have never received anything from the companyThey just responded to my review on yelp claiming that all my claims against them were false, which we know they are notI would like to pursue this again since they have not followed through and been compliant with their statementsThank you! Sincerely, [redacted]
In response to the complaint filed by [redacted] I would like to present our side of the story [redacted] and her partner [redacted] came in on a Sunday after seeing the truck listed for sale onlineThey inspected the truck, took it for a test drive, and mentioned they had another truck they were going to check out but that they were interested in the truckThe truck had a starting issue in which it had a long crank before starting, I thought the issue most likely was related to the batteries as this particular truck has two batteries and if one battery is bad it can drain both batteriesI told them I would look into the starting issueI also mentioned (as I do with all customers) that they were welcome to have a mechanic or shop of their choice do a pre purchase buyers inspection at their expense On Monday or Tuesday they called and said that they would like to buy the truck on the condition we'd try to repair the starting issueWe had previously replaced the batteries in the truck by a local battery store which I've included receipts for, we had this battery store test the battery and they found that one of the two new batteries was bad causing the other battery to drain, they replaced of the new batteries under warrantyThe truck then seemed to start without hesitation for the rest of the dayI cold started the truck several times, and each time after the battery was replaced it started immediately The next day [redacted] called and said they were coming in to close the dealI started the truck in the morning and it had started fine, but then after moving it to have it washed before the customer arrived I noticed it was hard startingFrom that point on it was an intermittent hard start issue and the customer was expected to arrive in a few hours to purchaseI took the truck to a local independent third party shop ( [redacted] ) that we use for most of our mechanical work, he was busy but thought it might be a crank shaft position sensor which he replaced but it failed to fix the issue [redacted] came and picked up the truck and signed all the documents including the buyers guide form which clearly state "you are responsible for all repair costs." When she picked the truck up it was starting correctly and the intermittent start issue was not occurring, but in the interest of full disclosure I did mention it was still having an intermittent starting issueI told her that since she wanted to take the truck that day, and I believed the issue was a relatively minor and simple fix she could take it to a local mechanic and have them work to further diagnose it, and that we would work with her on repair costs (generally this means paying half or paying for parts)She mentioned her brother in law had a diesel repair shop and a truck with the exact same engine and that he and her partner [redacted] could likely fix the issue quickly and easily Several days later they called me to tell me that truck had a bad head gasket and wanted me to pay for $7,000+ worth of repairsThey gave me the name of the shop, which I assume was their brother in laws shopIn going over the list of repairs I noted that the truck had the upgraded head stud kit as well as various other upgraded partsIt is important to understand that the Ford liter diesel engines have been well documented for issues relating to poorly designed head studs and head gasket problemsThere have been aftermarket companies that have developed kits as a preemptive measure to repair these problemsAfter speaking with the two different shops that [redacted] had inspect this truck and receiving some contradicting information it appeared they were simply trying to have our dealership pay for the currently unnecessary upgrade kit At no time did we ever agree, insinuate, or sign documentation stating that the truck had ever or would have any of the upgrade repair kit work performedAlso while we had the truck in our possession neither myself or any of our employees noticed ANY of the classic symptoms of a head gasket issueI had personally driven the truck around on more than one occasion and never noticed any scent or signs of coolant, any loose radiator cap or obvious pressure in the cooling system, any white smoke from the exhaust, any temperature fluctuations on the temp gauge all items which might insinuate a head gasket type issue Further, we had a customer that had previously been interested in this truck that did have a buyers inspection done by a local licensed and bonded third party shop (Premier), this shop had noted several items but none of them were related to the head gasketI have included a copy of their buyers inspection so you can see the items listedWe agreed to fix the items with yet a different local independent licensed and bonded third party repair facility (Polonez) because we have a good relationship and with them and often receive a discounted rateOne of the items we had repaired by Polonez were the front brakes, which [redacted] is claiming were never replaced, we've included receipts for this workNeither Polonez or Premier ever stated or insinuated that there was any type of potential head gasket issueWe have a good relationship with both of these repair shops and trust that they would inform us of a potential head gasket type issue, as they are well known on these engines and relatively easy for a competent mechanic to notice even if they aren't looking for them After talking with the shops as well as [redacted] and [redacted] at length (which I have copies of text messages and e-mails as well) we decided that we would purchase an oil pump at our costs of $and have it shipped to the shop of their choice, as well as a $goodwill check towards laborThe last correspondence we had was an email from [redacted] stating she felt that was unfair and did not clarify who to make the check out to or where to send the part [redacted] has stated we have diesel mechanics on staff that can rebuild engines, I believe she is confused as we have mechanic on staff for our sister trucking companyThis mechanic generally does not perform any repairs on vehicles we are retailing, and the work that is performed is typically light duty tasks not items like rebuilding enginesWe would not spend hundreds of thousands of dollars each year with various local shops if we had our own mechanics and full repair facilityShe has also stated that she paid top dollar for the truck, while there is always room for interpretation on pricing the current Kelly Blue Book value appears to be $22,she paid $less than our original asking price and paid $19,http://www.kbb.com/ford/f350-super-duty-super-cab/2005/xlt-pickup-4d-6-3-4-f...⇄ At this point we are saddened by [redacted] actions, choosing to slander our business with claims on Yelp.com and with the Revdex.com as well as the WA State Attorney Generals OfficeRegardlessWe have never closed this deal out and after defamation of our company, we are still willing to provide this same offer of us purchasing an oil pump at our costs of $and having it shipped to a shop of their choice, as well as a $goodwill check towards labor or we can send $1,and no part instead We run an honest and ethical businessWe NEVER want a customer to feel that they have been treated unfairly or taken advantage ofWe have been in business for over years and have no known complaints with the previously mentioned consumer protection organizationsWe understand that the automotive industry often has a reputation for dishonest sales people and shady business practices, we work extremely hard to contradict thisWe provide transparency and straightforward sales tactics in everything we doIf we have knowledge of a major issue such as a head gasket we would both disclose that to the customer and adjust the price of the vehicle accordinglyWe occasionally have after sales issues occur and we are almost always able to come to a mutual agreement with customers so that everyone feels they are being treated fairlyWe have tried to come to a fair agreement with ***, unfortunately her request is unfair (an entire engine for this vehicle can be purchased on e-bay for less than $5,200)It appears that [redacted] would like us to pay for an upgrade kit that has no impact on the driving capability of the vehicleI hope that anybody reading this will understand that there are two sides to each story and that we've made a reasonable attempt to remedy the situationSince we did agree to assist with the starting issue we are still willing to send the original part and money or even just the money in the hopes she drops her complaints with the previously listed consumer protection organizationsPlease feel free to contact me with any questions or concerns Thank you, Jeffrey R [redacted] Sales Manager Rainer Truck & Trailer
To whom it may concern, I have already sent two checks to [redacted] despite her continued slandering of our business with online review sitesWe sent a check last June which she never cashedLast month I wrote a response on Yelp attempting to defend our business against her claims and trying to resolve the issue incase her check really was "lost in the mail"Her response to my defending of the business and attempting to clarify where to RE-send her $check was more bashing of our business and comments such as "Also, I don't know why you would disclose my physical address on here! Let's make sure you are respecting people privacy rights, and not mishandling your customers personal information!" If [redacted] fails to understand why having the correct mailing address is important then I don't know how we can help herConsidering Megan's continued slandering and unwillingness to handle the situation in the spirit of cooperation, I am doneAs a corporation we have gone above and beyond being ethical and being kind, I have repeatedly attempted to send money to someone actively bashing my business [redacted] is touting her complaints as if they are legitimate legal actions against us "I have text messages to the Rainier trucking employee and a complaint through the attorney generals office and Revdex.com to back up my claims"As a small business our ability to defend our employees livelihood is very limited compared with the ability of anonymous consumers to make wildly or inaccurate claimsIt is not fair for our business to continually waste resources and energy responding to someone that has twice failed to received a checkI've included a copy of both check stubs with this letter so that the Revdex.com can indeed see that checks were issuedThe USPS never mailed the checks back with incorrect address notices nor have we had any postal related issues on our endI have already expressed last year that the issue has been exhausted and we're done with itWe were made to believe that the Revdex.com has closed the file on this issue last yearIf we continue to see attempted communication and slandering on this issue we will consider it harassment and libel consider taking legal actionIn a last ditch effort we will stop payment on the 2nd check we sent and send a third and FINAL check via certified mail and requiring a signature to the address we have on fileIf [redacted] fails to receive our THIRD check she can take it up with the post officeOur business will not be harassed or responding to anymore claims from a disgruntled customer that responds to our benevelonce with libel.Repsectfully, Jeffrey R***
Complaint: [redacted] I am rejecting this response because: Please see the attached quotes stating the truck in question had a blown head gasketPlease see picture below of head gasket where the mechanic marked in yellow where the head gasket was blownIn the text messages I attached you can see where we offered $19,due to the truck needing new tires, and didnt have anything to do with mechanicsPrior to purchase they were supposed to fix the trucks starting issueThey also said they were going to warranty replace the batteries and said the starting issue was resolved, prior to the purchaseAt the time of purchase there was a verbal agreement that if the truck had any issues to take it to our mechanic and they would make sure it gets fixedMy sister in law was preswnt and can confirm that statement as truePlease see receipt for when we had to buy new batteries for the truck due to them not being replaced and well as being the wrong size for the truckWe received a quote from CW Exhaust who is our mechanic who works on all our vehicles and is not a relative of ours in any way, and he recommended to use after market partsIn my demand email to the company we stated we would be willing to pay for the extra costs but we're going to get another quote from a 3rd party mechanicWe contacted Rainier Trucking to have them contact our mechanic, which they never calledThe original quote was for $7,We then took the truck to [redacted] on 3/3/and got a quote for $4,(which is attached) and does not have any after market or special parts in that quoteWe provided this quote to Rainier Trucking and never received a responseWhen speaking on the phone to Jeff at Rainier Trucking he asked us what we wanted to do, and we told him that we wanted the truck fixed or we wanted to return the truckHe agreed he would look into options of helping to fix the truckWhen we tried to return the truck to Rainier trucking and they said it was now not an optionWe then had to take the truck back to the mechanic due to the truck still not starting properly on 4/28/and had to replace the starter and oil filter element costing another $(receipt attached)The mechanic only charged for the cost of the parts and no labor was included $5,has been the total money out of pocket paid by us to fix the head gasket and the starting issues with the truckRainier Trucking offered us to pay only for a part and $towards laborPlease see attached email/screenshot where we sent him the last quote stating there was no aftermarket parts and the same issues that were listed in the original quoteWe never received a call, text or email back from the company since March 10th, The company has been ignoring us since we took the truck to the mechanic to have it fixedWe gave them the contact information to allow them to contact both mechanics and companies which they did not try to attempt to help cover any costs Sincerely, [redacted]
We bought a truck from them this past February, and after negotiating the issues with the truck not starting Jeff told us that he replaced the batteries under warranty, and if we had any issues to let him know. He also wanted us to take it to our mechanic, and he specifically told us he would cover any costs to fix the trucks starting issues. He told us that he replaced the batteries in the truck and that the brakes were brand new, and over all the truck looked to be in excellent condition. A couple days later the radiator cap was popping and we quickly contacted Jeff and told him we were taking it to the mechanic on Monday. We didnt even have the truck for a whole week. Come to find out the head gaskets were blown, and we were quoted $5500 to $7200 in repairs. This company told us they would take the truck back and then changed their minds and refused. They were unwilling to help pay for the repairs needed to make the truck drivable other then buying a part and $500 toward labor. We e