Five Star Suzuki Altoona

Dear MrDavid Bakerlam responding to a consumer complaint made by [redacted] (12012281) about a 2014Hyundai Accent VIN-KMHCT4AE1EU68333O she and her husband [redacted] purchased from us here atFive Star Mitsubishi Altoona [redacted] returned to our service department days after the date ofpurchaseHis claim was that the vehicle was sold to them with the bumper detached from the carItwas very nicely explained to [redacted] by our service manager Steve Bidoli, that the Hyundai hadundergone a vehicle safety check the day they purchased itAfthe time they took delivery of thevehicle there was no physical damage on it what so everI have enclosed a copy of our repair order forthe vehicleIf the vehicle had had any damage it would be noted on the repair orderWhen asked if itwas possible that someone driving the car may have hit something, [redacted] ’s response was that yes, hiswife may have hit a curbThis answer was given with no coercion from any Five Star employeeThedamage on the vehicle was on the left front bumper and corner areaIt included damage to the air boxbumper and body clips, inner fender well etcAs well as scraping on the front air dam and core support.Steve explained to [redacted] that we were not a body shop and that he should take it immediately to abody shop for a professional repairWe did however at no charge repaired the air box and temporarilyfasten the bumper and fender well in placeSo he could drive to a body shopIn the few monthsfollowing, [redacted] contacted different members of the Five Star Staff to let us know that the paymentson the vehicle and Insurance costs were not affordableIt was apparent that they were having somebuyer’s remorseAt the time of purchase Mrand Mrs [redacted] both knew and understood what theircar payment was ($260.18)The buyer’s order and bank contract were thoroughly explained by NikkiCarey and signed by the [redacted] ’sAfter receiving a message from Mrs [redacted] , I set up an appointmentto meet with them to look at the car and go over the paperworkWhen they arrived at the store Mrs[redacted] said she would like to just drop the car off and void the purchaseYes, at that time I made itclear that I would not let them just return the carOne, it had been damaged by them and two, my staffwas very up front during the entire transactionI did look at the vehicle and had my service departmentdo their best to tighten up the front end since the [redacted] ’s made it clear they would not be able toafford to go to a body shopAt the same time we drove the vehicle again to make sure the transmissionand braking system were operating properlyBoth systems were fineAs an added value of service Wecleaned and lubricated the front brake calipers and slides at no chargeI explained to [redacted] and [redacted] that I would do these things at no charge to try and help themDuring our conversation [redacted] also disclosed to me that they had taken the vehicle to the local Hyundai dealer and the one inJohnstown to have the systems checked and they too found nothing wrongDuring the visit we alsogave the [redacted] ’s a few different Insurance contacts to Call that may have been able to help them attaina lower Insurance rateAll of us here at Five Star Mitsubishi Altoona have done all we can to help Mr.and Mrs [redacted] in a very professional manorIf it would help I will be happy to take another look at the

My wife did bring in the vehicle but she never said salt trucks were on the road My wife explained what had been said and that the dealership had tried to get her to say salt trucks were on the roadI can show a weather report for that night that says rain and high windsWe did not get any snow on Christmas eve and there was minimal vehicles on Rtat at nightThis is why I am reporting this company for making claims that we are telling them about pendot vehicles being on the road I am truly dissatisfied with this company trying to get over on us by attempting to have my wife say something different than what happened

Dear Mr. David Bakerlam responding to a consumer complaint made by [redacted] (12012281) about a 2014Hyundai Accent VIN-KMHCT4AE1EU68333O she and her husband [redacted] purchased from us here atFive Star Mitsubishi Altoona. [redacted] returned to our service department 12 days after the date...

ofpurchase. His claim was that the vehicle was sold to them with the bumper detached from the car. Itwas very nicely explained to [redacted] by our service manager Steve Bidoli, that the 2014 Hyundai hadundergone a vehicle safety check the day they purchased it. Afthe time they took delivery of thevehicle there was no physical damage on it what so ever. I have enclosed a copy of our repair order forthe vehicle. If the vehicle had had any damage it would be noted on the repair order. When asked if itwas possible that someone driving the car may have hit something, [redacted]’s response was that yes, hiswife may have hit a curb. This answer was given with no coercion from any Five Star employee. Thedamage on the vehicle was on the left front bumper and corner area. It included damage to the air boxbumper and body clips, inner fender well etc. As well as scraping on the front air dam and core support.Steve explained to [redacted] that we were not a body shop and that he should take it immediately to abody shop for a professional repair. We did however at no charge repaired the air box and temporarilyfasten the bumper and fender well in place. So he could drive to a body shop. In the few monthsfollowing, [redacted] contacted different members of the Five Star Staff to let us know that the paymentson the vehicle and Insurance costs were not affordable. It was apparent that they were having somebuyer’s remorse. At the time of purchase Mr. and Mrs. [redacted] both knew and understood what theircar payment was ($260.18). The buyer’s order and bank contract were thoroughly explained by NikkiCarey and signed by the [redacted]’s. After receiving a message from Mrs. [redacted], I set up an appointmentto meet with them to look at the car and go over the paperwork. When they arrived at the store Mrs.[redacted] said she would like to just drop the car off and void the purchase. Yes, at that time I made itclear that I would not let them just return the car. One, it had been damaged by them and two, my staffwas very up front during the entire transaction. I did look at the vehicle and had my service departmentdo their best to tighten up the front end since the [redacted]’s made it clear they would not be able toafford to go to a body shop. At the same time we drove the vehicle again to make sure the transmissionand braking system were operating properly. Both systems were fine. As an added value of service Wecleaned and lubricated the front brake calipers and slides at no charge. I explained to [redacted] and[redacted] that I would do these things at no charge to try and help them. During our conversation[redacted] also disclosed to me that they had taken the vehicle to the local Hyundai dealer and the one inJohnstown to have the systems checked and they too found nothing wrong. During the visit we alsogave the [redacted]’s a few different Insurance contacts to Call that may have been able to help them attaina lower Insurance rate. All of us here at Five Star Mitsubishi Altoona have done all we can to help Mr.and Mrs. [redacted] in a very professional manor. If it would help I will be happy to take another look at the

I am writing in response to a Revdex.com...

complaint letter that I received from you on Friday 02/19/2015. On January the 6th 2015 Mrs. [redacted] brought her new 2015 Mitsubishi Outlander in to show us damage that her vehicle sustained on a recent trip to Pittsburgh.  She explained to my Service Manger [redacted], that during the trip the weather was bad and that there were State DOT trucks salting the roads heavily.  We looked at her vehicle and she indeed did have much damage to the front bumper, hood, windshield, A-pillars, Roof,  and even the headlamp pods.  At that time we took photos of the damage.  We explained to Mrs. [redacted] that the photos had to be sent to Mitsubishi to determine if it would be a warrantable claim.  Mitsubishi responded to us that the claim was denied due to the fact that with the glass and hard plastic surfaces being etched it was obvious that there was an abrasive on the roads or from a salt and ash truck.  [redacted] phoned Mrs. [redacted] with the status of the claim and also told her that we were still trying to get Mitsubishi to do us a personal favor to get it done.  Since that time [redacted] spoke with both [redacted] (Mitsubishi District Service and Parts Manager) and [redacted] (Mitsubishi Fixed Operations).  Unfortunately they were unable to do anything based on the fact that the etching in the glass supports the prior ruling.  Again, [redacted] spoke with Mrs [redacted] over the phone and shared the information.  We feel very badly that Mr. and Mrs. [redacted] have this situation with a brand new vehicle.  Quite frankly I am very surprised that All-State Insurance suggests that it isn't a valid claim.  It is very obvious that this was caused by road ash, shale or salt etc.  If something was lost in our communications with the [redacted] family we are happy to have them come in to sit down and discuss the findings again.  In the meantime if you or the [redacted]s have any questions, comments or suggestions please feel free to call on me personally at any time.  I can be reached by calling toll free ###-###-#### or local ###-###-####.

Review: Purchased a 2015 Mitsubishi Outlander Sport from Five Star on 6 November 2014, Traded a 2013 Mercedes C300. The payoff was 33,005. Ended up 8500. upside down on the trade. Not the complaint. The complaint is 13 days later I'm still making payments on the Mercedes, and have a payment due on the Mitsubishi in TWO weeks. Called [redacted] at Five Star, he stated that the "Girls" in the office mailed the check to USAA Federal Savings Bank. As far as USAA is concerned, I'm still the legal owner, and responsible for the Mercedes. Called [redacted] back on the morning of 19 November, stated that since he missed the "10 Day Payoff", that a payment was taken out, and that the INTEREST is still accruing on the Mercedes. He had only the same comment, "Girls" in the office mailed the check on 10 November, with the Holiday, it must be the mail is slow. I've bought and traded over 30 vehicles in my life, it normally has taken 1 day, maybe 2 to complete most transactions for the buying and trading of a vehicle. 13 Days is not the NORM, and with todays technology, why send a paper check through the normal mail. I asked about certified mail, registered mail, No reply was given. At this point, I'm paying for TWO vehicles. With no action being taken by Five Star to give me an explanation as to HOW and WHY this is happening.Desired Settlement: I signed the paperwork for said vehicles on 6 November, Five Star has possession of the Mercedes when I assumed possession of the Mitsubishi. I would request they refund to ME, the payment of $723.39, and the additional interest charged for the month, since they did not make the "10 Day Payoff"

Review: On December 24, 2014 I was traveling on the local highway in bad weather.(rain and winds) I sustained damage to the front end of my new vehicle purchase from 5 Star Mitsubishi in Altoona 3 weeks prior brand new off the lot. I immediately contacted the insurance company to get the repairs to my vehicle so that my vehicle didnt rust and degrade from lack of paint and chips on front end and windshield. The insurance company took the claim and said that the brand new vehicle with 1000 miles had wear and tear. They said since it was only a couple weeks old to go to dealership to have the warranty cover it. I have since been waiting 2 months to get my vehicle reapired. Both the insurance company and dealership are refusing to repair the damage and the local auto repair shop said that there is no way a brand new car that is 3 weeks off the lot could have that much damage and either the dealer or insurance company should cover the damages. I have recently moved from Camp Pendleton, CA and drove across country in my wifes vehicle and her vehicle did not receive any damage during the entire trip. My insurance company is Allstate and I have had them for 4 years with no coverage problems.Desired Settlement: I desire that my new vehicle be covered so that the appropriate repairs can be accomplished.

Business

Response:

I am writing in response to a Revdex.com complaint letter that I received from you on Friday 02/19/2015. On January the 6th 2015 Mrs. [redacted] brought her new 2015 Mitsubishi Outlander in to show us damage that her vehicle sustained on a recent trip to Pittsburgh. She explained to my Service Manger [redacted], that during the trip the weather was bad and that there were State DOT trucks salting the roads heavily. We looked at her vehicle and she indeed did have much damage to the front bumper, hood, windshield, A-pillars, Roof, and even the headlamp pods. At that time we took photos of the damage. We explained to Mrs. [redacted] that the photos had to be sent to Mitsubishi to determine if it would be a warrantable claim. Mitsubishi responded to us that the claim was denied due to the fact that with the glass and hard plastic surfaces being etched it was obvious that there was an abrasive on the roads or from a salt and ash truck. [redacted] phoned Mrs. [redacted] with the status of the claim and also told her that we were still trying to get Mitsubishi to do us a personal favor to get it done. Since that time [redacted] spoke with both [redacted] (Mitsubishi District Service and Parts Manager) and [redacted] (Mitsubishi Fixed Operations). Unfortunately they were unable to do anything based on the fact that the etching in the glass supports the prior ruling. Again, [redacted] spoke with Mrs [redacted] over the phone and shared the information. We feel very badly that Mr. and Mrs. [redacted] have this situation with a brand new vehicle. Quite frankly I am very surprised that All-State Insurance suggests that it isn't a valid claim. It is very obvious that this was caused by road ash, shale or salt etc. If something was lost in our communications with the [redacted] family we are happy to have them come in to sit down and discuss the findings again. In the meantime if you or the [redacted]s have any questions, comments or suggestions please feel free to call on me personally at any time. I can be reached by calling toll free ###-###-#### or local ###-###-####.