Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see attached letter. Due to financial loss and need for an accounting of all details, a brief outline will not do in this case. Thank you for your understanding.

  Business Response

  Date: 05/15/2024

  Dear Better Business Bureau, We appreciate the Better Business Bureau's role in facilitating and sharing the feedback from our past client, *****************************. The major problems highlighted in the documents have been reviewed thoroughly, and Car Concierge Pro has taken the following steps to resolve the concern mentioned in the feedback: 1- Prompt Responses/ Service deliverables: Since we engaged, we've prioritized **** amongst our other clients, considering his daily rental costs. Since then, we have provided updates on every step of the progression. - Since the day we engaged (Jan 9), weve checked the availability within the same day with the respective dealerships. - The next day, while we were awaiting the other three links, we checked the Window Sticker & Carfax report & have requested the price quotation from them. Additionally, we negotiated for the vehicle from where we received the quote and provided you with the negotiated offer and other documents and quotations. - On the 2nd day, he shared another set of listings consisting of 16 more; we checked them all. Some were sold, and thus, we've not added them to the working document; some were repeated from the previous list and have been shortlisted for three available vehicles matching his preferences. The next day (the third day), we sent him a detailed email with the updates, mentioning the Hail Damage and other car status and the Client Handbook for him to review. -On the next working day (Monday), we provided the final update with four options, including the one that matches your preference. We've successfully negotiated $ ***** on that car. The window sticker says 4x4 vehicle. -We consider six vehicle listings for negotiation, and for him, we've successfully negotiated three deals providing savings of $*****, $3,171, and $1,086. Unfortunately, the third one, which we were negotiating on, got sold. Apart from these three, one has Hail Damage, which has not been disclosed in the listing. We've marked the listings 'red' that are sold and 'yellow' for the cars that do not match your preferences. -We understand the goal was to get him the vehicle at the best price possible. Hence, the reason for ****s dissatisfaction, But after evaluating multiple options and negotiating on the available ones, we believe we've fulfilled our scope of services for the Negotiation package. 2- Accelerated / Stepped-up approach: Weve created the option for the clients to choose the priority support on the website. In case they need a vehicle within seven days to ensure extra diligence and the resources can be allocated to cater to their short timelines, as in the automotive industry, the inventories keep rolling on a real-time basis. For ****, weve engaged the standard ******************** which implies updates on the progress in every ***** hours, and weve ensured the same for him. If required, we can share the email threads & documents supporting the same. 3- Written agreements: We have written and transparent Terms of Service, Privacy Policy, and Refund Policy on our website, which embarks the legitimacy and written deliverables of the company upon engagement. Additionally, weve incorporated a step to share The Client Handbook for our clients, which serves as an encyclopedia, outlining all the steps involved in the engagement opted and detailing our Terms & Conditions. 4- Telecommuting: Car Concierge Pro operates across the ************* and ****** and expanding to the ******************** & and *****, so the resources & employees are spread across the 4 countries, and based upon the roles and expertise, we allocate our human resources. 5- Refund: As a service-based firm, we understand the client's concerns and focus on providing a seamless experience for them. For ****s underwhelming experience with us, we have borne the operations cost on us and already refunded 100% amount backdated 4 April 2024. Attached is the PayPal transaction for your reference. Please be assured that our company operates with complete transparency and legitimacy. We are ethically driven and client-oriented, striving to maintain the highest standards in all our operations. Our company shall evolve as we grow, and we request you remove/ resolve the complaint on your platform.
  
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