The complaint has been investigated and
resolved to the customer's satisfactionResolved Mile One Heritage — Bad customer service
resolved to the customer's satisfaction
My intended and I made a joint vehicle purchase from a car dealership named Mile One Heritage, located in Bel Air, Md, June 5th of this year. We were given an additional key fob that we discovered later that night, didn't work. The next day we purchased new batteries from CVS for it, but it still didn't work. We called the dealership, and were told to return it for another. We drove the nearly eighty mile trip to do so. We were then told it would have to be sent off somewhere to be reprogrammed, but that it would be overnighted to us to save us another trip. It has never been sent to us. Several weeks later we received a call from the dealership asking for additional monies for the tag fees, because they undercharged us. I went into attack mode, and told them since we have a contract they weren't getting another dime; the error was their responsibility, and they would have to eat the loss. However, they promised my intended they would provide him with IPod compatibility for the vehicle as consolation if we'd pay the additional tag fees. He wanted to do it so I agreed, provided they put all in writing (the final tag fee amount, and the IPod compatibility promise). I sent them a certified letter restating these terms. We then agreed on a date to meet to finalize the deal. On July 7th, we again drove the almost eighty miles, and got the final tag fee in writing; there was no mention of the IPod compatibility so we asked about it. It was agreed that they would supply it, but we'd be responsible for the installation. I immediately wrote an addendum regarding this fact on the final tag fee letter they gave us, and they signed off on it. They still didn't have the key fob available. We never received either, and it's now September 18th. We've made many calls about it, and have been given the run-around, and have also been hung up on several times. We have left a message for the General Manager this Monday night, but never received a call back. This Tuesday, we faxed a detailed letter of explanation, and a copy of the signed addendum to this same General Manager. In it, we made it clear that we're not going to let it go, and that he had 48 hours to contact us to resolve the matter or we'd continue to contact higher-level executives, complain to the Better Business Bureau, contact the media if possible, and even bring forth a lawsuit to force their hand. He never called us. This is a $158 piece of equipment that we could easily afford on our own, but it's now become principle. The blatant disregard, willful disrespect, and gross unprofessionalism they've shown toward us will not be tolerated. We don't know why they've treated us this way (are they prejudice, etc.), and are shocked that all of their employees seem to act the same way in that no one takes our calls, returns our calls, or does anything to help resolve this issue. Look at how a lack of commitment toward customer satisfaction has ruined what could've been a longstanding relationship. We feel scarred and devalued as consumers, and as human beings due to the poor treatment we've received from Mile One Heritage. Can anyone offer any suggestions on what we can do to hold Mile One Heritage accountable for their bad behavior, and broken promises? Does anyone think the NAACP could be contacted regarding possible discrimination? Any help offered will be greatly appreciated.