Company Response
1/3/2023
Regarding the issue with the customer, after much research, I have determined the following. The customer purchased the vehicle on 6/29/21. At selling date, the vehicle had 97,763 miles on it. On 11/14/22, customer had his vehicle towed from his home to our dealership, where his odometer read 115,331 miles. After telling our service department he would like to have us remove his lift/leveling kit, he reached out to our sales department about trading his vehicle. Attached are text messages between sales manager James Case and the customer. James gave the customer a value on his trade, helped him locate possible vehicles for purchase, and let him know when his Tahoe was ready in service to pick up. The customer never mentioned being unhappy in the process. A week after picking up his vehicle, he called back and claimed the vehicle was unsafe to drive after visiting another dealership who offered him a lower amount on his trade value.
The customer purchased a used vehicle and signed an as-is buyer's agreement when he purchased it. When he called shortly after purchasing it and complained he had a flat tire, we agreed to fix it because our company has a no questions asked repair agreement for anything under $500 (within 90 days of purchase). We don't want something like a tire being the difference between our customers having a great experience and a poor experience. As far as a claim that a lift kit was on it and undisclosed, I can only refer to our UVI service repairs that did not indicate any issues regarding the frame, CV joints, axles, etc... I also refer to his driving the vehicle for 17,568 miles and 16 months as proof that the vehicle was not in a catastrophic state upon purchase or thereafter.
We are a small local dealership. We don't lie or hide anything about our vehicles, which is one of the reasons we have the highest Google, Facebook, BBB ratings of any dealership in our area. We are sorry for customer's belief that he was misled. We do not agree to fix any presumed damage to his vehicle. However, as a gesture of goodwill, we will gladly reimburse him his $579.76 for his tow bill and the removal of his lift kit. If customer agrees to this, we will mail him a check or have someone hand delivery it to his house, whichever he prefers.
Again, thank you for giving me the opportunity to respond to this. Please let me know if there is anything else you need from me. Have a safe and happy New Year!
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