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09 November 2022
To The Customer Service Head.
THE AUTOHUB GROUP OF COMPANIES
RE: Letter of Complaint
Dear Sir / Madam:
This is Mr. Allan Frank Cobb, I had several Nissan Vehicles, of which I have an old file from Nissan Quezon Avenue. and currently, service from Nissan Sumulong. I made a Reservation Fee to the amount of Five Thousand Pesos (P5,000), Philippine Currency; on December 08, 2021, which was deposited to the Autohub account directly online and was acknowledged by my agent Mr. Gian Franco Maranan. Please see attached proof of online transaction. However, despite numerous reminders, Mr. Maranan failed to issue me an Official Receipt from Geely Sumulong/Autohub Group, for the said reservation fee which they received. This was supposed to be for a 2022 Geely Okavango Urban, however due to numerous price increases, I decided to change my mind and instead acquire a 2022 Nissan Kicks E Power VE from Nissan Sumulong which is also part of the Autohub Group of Companies. I already gave my P5,000 reservation last week of August, 2022, and received a collection receipt. On September 01, 2022, I made a letter of request for a full refund of my P5,000 reservation fee, addressed to Geely Sumulong, which was received over the counter and received by the sales staff (Please see attached letter of request). I made several trips to Geely Sumulong to get my refund but to no avail, until last week of October 2022, when I met Ms. Melanie Fabricante, Geely Sumulong, Finance of Autohub Group of Companies. She personally knows the transaction and was informed to her by my agent Gian Franco Maranan, that Mr. Maranan failed to issue me an official receipt for the transaction. Ms. Fabricante made an invalid excuse that because I was not issued an official receipt, that I wont be able to get my refund. This is clearly an internal operations/ finance problem of Geely Sumulong, and the internal problem of inability to issue an official receipt or collection receipt to the client, should not be taken against the client. I even informed Ms. Fabricante if she can instead issue a credit advise in favor of Nissan Sumulong for the 2022 Nissan Kicks E Power VE which I am acquiring and gave her till first week of November to do it. However, after checking with my agent Mr. JP Leano, no advice was given by Ms. Fabricante to that effect, nor did I get any call on any course of action taken.
This is truly very disappointed on how my request for full refund was treated. There are surely serious lapses in the operations of Geely Sumulong, which should not be taken against the customer. I could refer this complaint to the BIR for failure to issue an official / collection receipt, but that is a matter of last resort. I have managed 6 hotels and currently own Zen Gardens Crematorium in San Mateo, Rizal; but I never made any excuses due to internal accounting problems.
Good customer service experience does not end with clients buying a car. It is also be for clients who changed their minds and opt for something else. WE SHOULD NOT BE TREADED AS SUCH. In this case, Im buying a Nissan Kicks E Power VE, from Nissan Sumulong, also part of the Autohub Group.
With a copy of the transaction receipt from BDO, which reflect that amount of P5,000 was deposited to the Autohub account. Can I request for a full refund ASAP. Because Im going to make a downpayment for my unit very soon.
Your immedfiate attention on this matter will be greatly appreciated.
Thank you.
Sincerely,
Allan Frank F. Cobb / Client
[protected] / [protected]. Landline [protected]
