Previous Customer Service Experience:
Week of February 15, 2010 Louis
I called in to make arrangements to pay for vehicle
Louis answered the phone accusing me of lying about the location of the vehicle. I stated that the vehicle is at 1533 E. Tulsa. He responded, “oh common, don’t lie you know the vehicle is in Show Low!” I responded, “excuse me, I informed Ester months ago that my current address is in Chandler.” He responded, “What vehicle are we talking about? I was looking for another expedition.” He put me on hold and transferred the call to Esther.
Current Issue:
Week of March 8, 2010 either Th or Fri
I called to inquire about mechanic services. Lewis informed me that the flat rate fee of $40 is charged to tow the vehicle to the Buckeye location. He also stated that the repairs will not be charged labor costs. He proceeded to explain that the company wants to help keep the vehicles running because if we are paying for repairs we cannot pay the monthly payments and their company wants to get paid. I did explain to him that I had contacted a licensed mobile mechanic who could repair it for $850. He assured me that the company would “take care of me because we have an interest in this too.”
I spoke to Doug later that week – possibly Friday to ask about repairs and the cost of repairs. He told me about labor charges and cost of repairs/parts. I informed him that I had someone for $850 but the guy I talked to when the vehicle was towed said that I didn’t have to pay for labor and that’s why I agreed to have the truck towed to Phx and serviced there. Doug said, “that was Louis but there is no way we can repair for no labor costs.” I told him that the vehicle is already there and at this point I do not have any other options.
March 16, 2010 Esther
She provided information about evaluation from mechanic Doug. Doug states that the engine needs to be replaced. She provided two options of engines – one without warranty and one with 6 mo warranty. Together we decided to purchase an engine with 65K mi. and a 6 month warranty. She stated that the engine would be ordered on this day. She said it would take two or three days to ship and the vehicle repairs could be made then.
She estimated the cost to be $3247. I stated that I cannot afford that and that I had a mechanic prior to towing it in and the only reason I towed was because Louis said there would be no labor cost. Now I am stuck having them service it and I don’t have the money to pay for the repairs. She offered to refi my current loan to include the repair costs and keep my payments the same. The loan was extended from 20 months to 30 months and payments would be the same. I expressed concern about how much I had already paid on the vehicle and the total would be close to $16K by the time I paid it off. I also told her that I need my vehicle because I only have one. She assured me that it would be worth all the repairs.
March 31, 2010 Doug
I called to ask for a tentative completion date. Doug stated, “the end of this week or early next week”
April 2, 2010 left a message for Doug or Esther
No response
April 5, 2010 Doug
I called to ask when the vehicle would be completed. He stated, “nobody called you last week? It was done on Friday and has been sitting in the lot since.”
April 7, 2010 I drove to pick up the vehicle at the Buckeye location
Esther said she left a message asking me to contact her before I came in to get the vehicle. I informed her that I called on Friday. She said, “I wasn’t here on Friday.” She explained to me that the cost of the repairs has gone up by about $1000 because there were additional repairs – the radiator had to be replaced as well as all of the hoses. She asked me if this was okay and gave me the details of my new contract. I responded – “I don’t really have a choice” When I expressed my concern about the $11K contract she proceeded to tell me that because the motor had been replaced the vehicle would run for 10 years and more… The repairs were already completed when I arrived. She did not notify me at anytime of the additional work and parts until I arrived. My husband drove the vehicle home.
April 13, 2010 Left a message at 6:20am for Esther informing her that the vehicle is inoperable and requested a return call.
April 13, 2010 10:35am Spoke to Esther informed her that the exact issue has reoccurred and I need resolution. She offered to tow back to the shop for eval. I informed her that my son had to be in Utah and I need them to provide a loaner. She declined. I offered – “your mechanic can eval at the location of the vehicle.” She said, “No the truck needs to be towed to the shop.” I declined and stated that I would have an attorney contact them.
April 13 – filed complaint with BBB, AIAD, and legal referrals x4; 5 hours on the internet and via phone calls
After communicating with several attorneys and AIAD I was advised to contact the Manager or Supervisor at Buckeye location to attempt resolve.
April 13 4:45 Louis
Louis answered the phone – the first statement, “what you blew up the engine in 6 days?!” I said, “excuse me?!” He proceeded to tell me that the damage is a result of my neglect. He offered only to have the vehicle towed and evaluated to determine if it was my fault before they offer to do anything else. I declined and attempted to ask if he would allow us to choose another mechanic to evaluate but was unable to because he was talking and yelling at the same time. I informed them that I had pursued counsel, AIAD and BBB and that I was ready to follow through if the company could not provide reasonable solution. Throughout the several conversations with this company I have NEVER yelled at ANYONE. I may have been annoyed and sarcastic but never used profanities. He yelled at me 5 times to Shut up! He hung up the phone.
Ultimately - the radiator has been spray painted to "look" new as the over-spray from the paint is clearly visible. The company refused to provide me documentation that they actually purchased and shipped an engine as they have claimed they did. Any reasonable human being would conclude that if the EXACT SAME issue REOCCURRED less than 300 miles after they supposedly fixed the vehicle then the company didnʻt really fix the issue. I am locked into an $11K contract in addition to the $6K that I already paid for a vehicle that originally cost $6995.
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