Stillman Volvo

December 5, Dear [redacted] .As requested, enclosed is a copy of the Buyer's Order and Invoice for the above referenced complaintAs you can see, neither these documents specify that tire rotations are included as the customer maintainsFurthermore, the email which you forwarded expressly states that “Tires are not covered.”I respectfully ask that this matter be closed.Best regards,Jerry W, VP

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Please request a duplicate copy of the fully executed documents from the sale transaction as well as all email correspondence
Regards,
*** ***

October 31, 2014Dear *** ***The above referenced complaint is unfoundedI reviewed the documentation and there is nothing referencing tire rotations or "All maintenance" being covered on any of the Sales documentsI also reviewed the complaint with the salesperson who denied
ever having made any such commitmentI am happy to provide copies of the documentation should you want itFurthermore, the charges of unprofessionalism are unfoundedThe only charge in the complaint that is valid is that "the staffstood their ground" which they did as a matter of principle after the customer accused them of lying, not for the $in question.Please let me know if you have any further questions or need additional information.Best regards,Jerry W, VP

Date Sent: 11/7/2014 8:44:00 AMI am rejecting this response because:Please request a duplicate copy of the fully executed documents from the sale transaction as well as all email correspondence.Regards,[redacted] Date Sent: 12/1/2014 10:57:11 AMI have an email from the dealership that confirms my understanding of the coverage.  What is you fax number?[redacted] ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Mon, Dec 1, 2014 at 2:15 PMSubject: Fwd: Stillman VolvoTo: "[email protected]" <[email protected]>Attn:  [redacted]Hi,Please find attached the email I referenced during our communication earlier today.  Thank you![redacted]Sent from my [redacted]Begin forwarded message:From: [redacted] <[redacted]>Date: November 7, 2014 at 10:30:22 AM ESTTo: [redacted] <[redacted]>Subject: Fw: Stillman VolvoReply-To: [redacted] <[redacted]>On Tuesday, March 5, 2013 10:31 AM, "[redacted]" <[redacted]> wrote:From: John K[redacted] [mailto:[redacted]] Sent: Tuesday, March 05, 2013 10:24 AMTo: [redacted]Subject: RE: Stillman Volvo There is 1 booster seat in the second row middle seat.  It is recommended for weight between 33 and 80 lbs.  The height requirement is 38-54 inches tall.  Volvo had a 5 year 50,000 mile warranty that ended in December.  The car now has a 4 year or 50,000 mile warranty and the first 3 scheduled services are covered including oil changes.  Scheduled maintenance is every 10,000 miles and Volvo uses a full synthetic oil.  We included all wear and tear coverage through 30,000 miles, including brakes, rotors and wiper blades.  Tires are not covered.  The warranty is a bumper to bumper warranty for 4 years or 50,000 miles.  I hope this answers your questions. John From: [redacted] [mailto:[redacted]] Sent: Tuesday, March 05, 2013 10:14 AMTo: John K[redacted]Subject: RE: Stillman Volvo Hi John, Thanks for following up.  It was an extremely busy day yesterday and, as a result, I did not have an opportunity to call.  I apologize.  I would like to ask a few final questions, please. 1.        The second row seat has a booster seat.  Is there one booster seat or two?  What does Volvo recommend for height/weight requirements for using the booster seat(s)?2.       The woman that I worked with previously told me the warranty program was 5 year/50,000 miles.  Is that true?  Is there a place where I can read what the warranty program covers? 3.       Does your maintenance program cover oil changes?  In one of your emails, you stated that it does but I wanted to reconfirm.  Is regular or synthetic oil recommended? Thank you!  From: John K[redacted] [mailto[redacted].com] Sent: Tuesday, March 05, 2013 9:02 AMTo: [redacted]Subject: Stillman Volvo Good morning [redacted], I hope you are well this morning.  Just wondering if we are going to catch up here soon.  Are there any questions or concerns that I have not addressed?  Thanks again and I look forward to hearing from you soon. Regards, John

December 5, 2014
Dear [redacted].As requested, enclosed is a copy of the Buyer's Order and Invoice for the above referenced complaint. As you can see, neither these documents specify that tire rotations are included as the customer maintains. Furthermore, the email which you forwarded expressly states that “Tires are not covered.”I respectfully ask that this matter be closed.Best regards,Jerry W, VP

Review: In March 2013, I purchased a Volvo [redacted] from Stillman Volvo. When I purchased the vehicle, I negotiated a maintenance program for the vehicle whereby ALL maintenance would be covered up to 30,000 miles for the vehicle except new tire purchases.

Recently, my vehicle was serviced by the dealership. They offered to rotate the tires but then charged me for the service. When I disputed the charge, the staff became unprofessional and stood their ground.

When I purchased the vehicle, I was sold a maintenance program that is not being honored. In addition, I was told that the service department at Stillman Volvo was first rate. My experience with the service department has not been first rate.Desired Settlement: I would like to be reimbursed for the tire rotation, in full.

Business

Response:

October 31, 2014Dear [redacted]The above referenced complaint is unfounded. I reviewed the documentation and there is nothing referencing tire rotations or "All maintenance" being covered on any of the Sales documents. I also reviewed the complaint with the salesperson who denied ever having made any such commitment. I am happy to provide copies of the documentation should you want it. Furthermore, the charges of unprofessionalism are unfounded. The only charge in the complaint that is valid is that "the staff... stood their ground" which they did as a matter of principle after the customer accused them of lying, not for the $32.00 in question.Please let me know if you have any further questions or need additional information.Best regards,Jerry W, VP

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Please request a duplicate copy of the fully executed documents from the sale transaction as well as all email correspondence.

Regards,

Consumer

Response:

Date Sent: 11/7/2014 8:44:00 AMI am rejecting this response because:Please request a duplicate copy of the fully executed documents from the sale transaction as well as all email correspondence.Regards,[redacted] Date Sent: 12/1/2014 10:57:11 AMI have an email from the dealership that confirms my understanding of the coverage. What is you fax number?[redacted] ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Mon, Dec 1, 2014 at 2:15 PMSubject: Fwd: Stillman VolvoTo: "[email protected]" <[email protected]>Attn: [redacted]Hi,Please find attached the email I referenced during our communication earlier today. Thank you![redacted]Sent from my [redacted]Begin forwarded message:From: [redacted] <[redacted]>Date: November 7, 2014 at 10:30:22 AM ESTTo: [redacted] <[redacted]>Subject: Fw: Stillman VolvoReply-To: [redacted] <[redacted]>On Tuesday, March 5, 2013 10:31 AM, "[redacted]" <[redacted]> wrote:From: John K[redacted] [mailto:[redacted]] Sent: Tuesday, March 05, 2013 10:24 AMTo: [redacted]Subject: RE: Stillman Volvo There is 1 booster seat in the second row middle seat. It is recommended for weight between 33 and 80 lbs. The height requirement is 38-54 inches tall. Volvo had a 5 year 50,000 mile warranty that ended in December. The car now has a 4 year or 50,000 mile warranty and the first 3 scheduled services are covered including oil changes. Scheduled maintenance is every 10,000 miles and Volvo uses a full synthetic oil. We included all wear and tear coverage through 30,000 miles, including brakes, rotors and wiper blades. Tires are not covered. The warranty is a bumper to bumper warranty for 4 years or 50,000 miles. I hope this answers your questions. John From: [redacted] [mailto:[redacted]] Sent: Tuesday, March 05, 2013 10:14 AMTo: John K[redacted]Subject: RE: Stillman Volvo Hi John, Thanks for following up. It was an extremely busy day yesterday and, as a result, I did not have an opportunity to call. I apologize. I would like to ask a few final questions, please. 1. The second row seat has a booster seat. Is there one booster seat or two? What does Volvo recommend for height/weight requirements for using the booster seat(s)?2. The woman that I worked with previously told me the warranty program was 5 year/50,000 miles. Is that true? Is there a place where I can read what the warranty program covers? 3. Does your maintenance program cover oil changes? In one of your emails, you stated that it does but I wanted to reconfirm. Is regular or synthetic oil recommended? Thank you! From: John K[redacted] [mailto[redacted].com] Sent: Tuesday, March 05, 2013 9:02 AMTo: [redacted]Subject: Stillman Volvo Good morning [redacted], I hope you are well this morning. Just wondering if we are going to catch up here soon. Are there any questions or concerns that I have not addressed? Thanks again and I look forward to hearing from you soon. Regards, John

Business

Response:

December 5, 2014Dear [redacted].As requested, enclosed is a copy of the Buyer's Order and Invoice for the above referenced complaint. As you can see, neither these documents specify that tire rotations are included as the customer maintains. Furthermore, the email which you forwarded expressly states that “Tires are not covered.”I respectfully ask that this matter be closed.Best regards,Jerry W, VP