Xxxxxxxxx of Xxxxx Xxxxxxxx
xxxx xxx xxxxxx xxx
Xxxxxxxx, xx xxxxx
xxxxxxxx
Dear Sir/Ma’am,
Summary:
I brought my xxxx
to Xxxxxxxxx
of Xxxxx Xxxxxxxx
for repair for xxxxxx xxxxxx d
uring the week of November 19th, xxxx.
There have been 3 diagnoses as to the cause of this issue from that date to the date of this letter, the last of which appears to be either incomplete or faulty.
At this point, it appears Xxxxxxxxx
of Xxxxx Xxxxxxxx
is incapable of performing this repair. The car was brought to Xxxxxxxxx
of Xxxxx Xxxxxxxx
during the week of November 19, xxxx,
within 1 year from the date of delivery. The service department has had plenty of time to accomplish repairs. This notice is being delivered to you within 60 days of the 1 year period that I took delivery of the vehicle.
I am stating that:
(1) The vehicle has a nonconformity;
(2) I have provided a reasonable description of the nonconformity;
(3) Xxxxxxxxx has made a reasonable number of attempts to return the vehicle to conformity within a reasonable amount of time, and;
(4) I demand a refund or replacement vehicle to be delivered on the 60th day after the mailing of this written notice.
In accordance with Xxxxx Statute Section xx.xx.xxx
(1) xxxxxx xxxxxx is a significant hazard, causing xxxxx xxxx while driving.
(2) (a) xxxxxx xxxxxx xxxxx xxxxx the problem persisted and a new diagnosis was then given of “xxxxxxxxxx xxxxx” after further investigation. As it stands, the xxxxx xxxxxxxx diagnosis appears to be either faulty or incomplete, as the issue appears to still persist.
(2) (b) The vehicle has not been abused.
Please respond within 10 business days of receiving this letter as to the course of action that Xxxxxxxxx
of Xxxxx Xxxxxxxx
intends to take in regards to this issue.
Narrative:
During the week of November 19-23, xxxx, I brought my vehicle to Xxxxxxxxx of Xxxxx Xxxxxxxx, also known as Xxxxxx Xxxxxxxxx for an xxxxxx xxxxxxx problem. This problem was occurring when car was xxxxxx and the xxxxx was xxxx. During the first few miles, xxxxxxxxxxxxxxxxx, xxxxx xxxxxx, xxxxx xxx, causing xxxxxx. The car was always stored in a heated garage and this problem started before significant temperature drops (to freezing temps outside). A search of 2016+ Xxxxx xx internet boards turned up several xxxxx xxxxxx issues that appeared to be the same or similar.
I took delivery of the vehicle on January 2nd, xxxx.
Due to this non-responsiveness with the service department, I opened up a service issue with XXXXX customer service, service issue xxxxxxxxxx.
During the 3rd week of December, I brought the parts to the dealership. According to service advisor Xxxxxx Xxxxxx, the delay I was experiencing was due to service advisor Xxxxx Xxxxxxx having to take medical leave.
I do not remember at what time, but later, I received a call from the dealership that a part appeared to be missing from the car. This may have been the last week of December or first week of January. I went to the dealership and they brought my car around. I showed them that the part they were inquiring about was installed in the car, in the place where it was supposed to be.
After this, on the 11th of January, Xxxxxxxxx of Xxxxx Xxxxxxxx and I received a call from the XXXXX customer service senior service advisor, “Xxxxx”. Xxxxx told me that they had fixed the car and that they only needed to start it up just to verify the issue, he said Xxxxxxxxx of Xxxxx Xxxxxxxx would contact me on Monday. He asked to close the customer service ticket.
I did not receive any contact from Xxxxxxxxx of Xxxxx Xxxxxxxx until I called them on Wednesday, January 16th. By this time Xxxxx Xxxxxxx was back from medical leave. I inquired as to the status of the vehicle, but it appeared that nothing had been done and the vehicle had not been started to verify the problem. The service advisor said they would do this and then call me back the same day. Later that day, I did receive a call back, but the original problem still existed with the car. The service advisor said they would have to get it back in the shop and troubleshoot it.
On January 18th, I received a call back from Xxxxx Xxxxxxx, saying that they had found xxxxxxxx xxxxx in the car and that I had “let the car sit for a year”. I immediately told Mr. Xxxxxxx that I had owned the car for less than a year and that I had ran it every month and that had xxxxx receipts to show it. I told Mr. Xxxxxxx the reason for the winter tires and wheels that were currently installed on the car were so I could drive it in the winter. I told him that the longest the car had ever sat I one place was at the Xxxxx Xxxxxxxx Xxxxxxxxx service department, since November. I emailed Mr. Xxxxxxx my xxxxx receipts.
Later, through discussion with Xxxxx Xxxxxxx, I was informed that it wasn’t xxxxx from sitting in one place, as was originally thought. According to Mr. Xxxxxxx, this diagnosis was an assumption from the technician, even though Mr. Xxxxxxx told me they could tell the difference between xxx xxxxx from sitting vs. from a xxxxx xxxxxxxx. No reason was given for accusation of the car “sitting for a year”.
After discussion with Xxxxx, the senior service advisor from XXXXX, I authorized Xxxxx Xxxxxxx to go ahead and perform the repair for the xxx xxxxx. This was on the 24th of January, xxxx.
A full week passed and Xxxxxxxxx of Xxxxx Xxxxxxxx did not contact me to inform me what the status of my vehicle was. When I called on the 31st of January, I was informed the procedure to xxxxx and replace the xxxxx had been performed, but that the car was still having problems. No specific information was given. I left a message with Xxxxx, the senior service advisor, that I needed to know what was going on with my car.
On February 1st, I spoke to Xxxxx, the senior service advisor with XXXXX. He was unable to provide me any additional information about my vehicle, but said he would contact Xxxxxxxxx of Xxxxx Xxxxxxxx and then get back to me. Xxxxx called me back shortly thereafter, but did not have any additional information. I expressed my frustration, as it appeared that my vehicle still suffered from the same problem I brought it in for back in November. Xxxxx said that Xxxxxxxxx of Xxxxx Xxxxxxxx wasn’t providing him any information. I expressed to Xxxxx that I had a problem with the fact that Xxxxxxxxx of Xxxxx Xxxxxxxx was not saying what the exact problem was, rather, it sounded evasive.
Later that day, I spoke with Mr. Xxxxxxx, who would not say what the exact problem was with the car, just that it “was not 100%”. He said it was “better than it was”, but that a tool needed to calibrate the car was “out of calibration”. Although I asked once again, no specific information was given as to what the exact problem that the car was having, what tool needed calibration and what that calibration was for.
On February 4th, I spoke with Mr. Xxxxxxx and asked the status of my vehicle. He said that they were downloading a program for the computer tool that was out of calibration and that was needed to fix my vehicle. I inquired as to what the exact problem was with the car, Mr. Xxxxxxx said it was still xxxxxx. I asked how long it was expected to take to get the data and perform the repairs. Mr. Xxxxxxx said he was unsure, but would get back to me later that date. I told Mr. Xxxxxxx that he could call me back the next day, Tuesday.
I received no calls on Tuesday from Mr. Xxxxxxx or the Xxxxxxxxx of Xxxxx Xxxxxxxx service department.
Additionally, the vehicle has been sitting outside at Xxxxxxxxx of Xxxxx Xxxxxxxx during the Xxxxxn winter during this entire time, except for short periods when it was in the service bay. I visited Xxxxxxxxx of Xxxxx Xxxxxxxx several times and verified the vehicle was outside, including February 2nd, xxxx, when I took several pictures. From November, xxxx, the temperatures have been subfreezing most of the time, going into the negative Fahrenheit temperatures at times. To contrast, as a responsible owner I keep this car inside a heated garage in the winter, to minimize any damage that may occur due to freezing temperatures. It has undoubtedly experienced significant wear while sitting outside during most of the Xxxxxx winter.
Attachments:
Multiple statements from conversations with service advisors and photos taken on February 2nd, xxxx.
Sincerely,
Xxxxxx Xxxxxxx
xxxxxxx Xxxxxx Xxxxxx
Xxxxxxxx, xx xxxxx
