J.L. Freed & Sons, Inc.

Here are some key points regarding the Revdex.com complaint we
received from *** ***:
1)
I told *** that her new *** had been built,
and should arrive within weeks. She
asked me if it could arrive earlier, and I said it was a possibility. When
*** left her deposit, we were not
educated about the issues *** was having from a quality control standpoint at
their new plant in Mexico. We learned
recently from our District Manager that it is impossible to predict when ***’s
would arrive at the dealership. We were very
recently advised not to promise anything in regards to ***. *** began calling within days of leaving
her deposit, and I continued to tell her that she’d be the first to know once
it arrived. Since she was calling almost
daily, Ron M*** and I began to search for an *** that may be already at a
local dealership that we could trade for.
2)
I advised *** not to open an auto loan
through her credit union until the car physically arrived at the
dealership. In all my years working in
this industry, I've never heard of a client opening an auto loan before the
vehicle arrived at the selling dealership
3)
When I hadn't seen an update on ***’s Interactive
Network regarding the arrival time of Barbara’s new ***, I offered to refund
her deposit if she didn't want to wait any longer. She said she’d wait a few more days to see if
it would arrive. A day or later, Ron
M*** was able to secure an *** for *** *** at a local *** dealer. Once it arrived we called her, and gave her
the new VIN. At this point, her credit
union check would not work because she had taken an unnecessary proactive
approach by opening an auto loan with the VIN of the first car that we thought
would ultimately be *** ***’ new ***.
Had we not found the vehicle she ultimately took delivery of, she would
have waited another weeks, and would have probably had taken her deposit back
at that point. We went out of our way to
find her this hard-to-get vehicle, and was excited to deliver it to her within
weeks of her leaving a deposit. We
have other customers who have been waiting since July for their ***, including
our valued employee Matt B!
4)
When Sean was preparing the paperwork for Ms
Delis he noticed that she was on her parent’s insurance policy. At this point Sean called *** *** to find
out if she was going to have her own insurance policy. *** said she didn't have to, and she’d
save money by remaining on her parent’s policy.
Sean explained why she couldn't do this, unless one of her parents
co-signed on the loan. *** did not
want to hear this, and gave Sean a hard time.
Ultimately *** had one of her parents co-sign so she could remain on
her parent’s insurance policy. Sean was
simply doing his job by protecting JL F*, but *** *** was not cooperative
or understanding. I was in Sean’s office
along with Lisa N*** when he was on the phone with *** ***. At no point was Sean rude or offensive. He was just stating the rules and regulations
of car buying, that *** *** clearly did not know about
5)
We had Alex handle the delivery when *** ***
came to pick up her new ***.
At the end of the day, *** *** got a great deal on a
hard to get car, and took delivery weeks after leaving her initial deposit
I pulled her deal jacket this morning to see where it said anything about
promising a delivery within week of her initial deposit. I could not find any document supporting
that
Jonathan D*** | General Sales Manager
JL F* ***
*** *** ***
Montgomeryville, PA ***
Main: ***
***@jlF*.com

I bought a Honda Accord recently at J.L.Freed Honda, having previously purchased a Honda Civic from the same dealershipThe sales, service and entire team at J.L.Freed Honda were professional, courteous , and helpfulI would recommend their dealership to a friend

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I refuse to accept this from JL F[redacted] due to the poor customer service I received. I have previously purchased a [redacted] from another [redacted] dealer and had a PHENOMENAL experience with them. JL F[redacted] will NEVER get a good review from me. Liars and I have the email from the following day that I had emailed Jonathon to go ahead with the car. His response was "The car should be here with in the next week." As for the loan, I had called one weekend asking if MAYBE by chance the car had arrived, which hadn't, and mentioned the paperwork is ready to go for whenever the car arrives, and the response I get it thats great, it should be arriving any day. If JL F[redacted] has poor communication skills with [redacted] management, they should be treating their paying customers better. This is a CAR I am purchasing, not a PHONE. If it was not for the high demand, I would have gone else where. Never will I ever have a good review and I have made it known to people around me. I refuse to settle when I did no wrong. I had every right to check in on the car when they are receiving my money. JL F[redacted] needs to send their staff to some customer service classes. 
Regards,
[redacted]

Here are some key points regarding the Revdex.com complaint we
received from [redacted]:
1)
Roman";">     
I told [redacted] that her new [redacted] had been built,
and should arrive within 2 weeks.  She
asked me if it could arrive earlier, and I said it was a possibility.  When [redacted] left her deposit, we were not
educated about the issues [redacted] was having from a quality control standpoint at
their new plant in Mexico.  We learned
recently from our District Manager that it is impossible to predict when [redacted]’s
would arrive at the dealership.  We were very
recently advised not to promise anything in regards to [redacted].  [redacted] began calling within days of leaving
her deposit, and I continued to tell her that she’d be the first to know once
it arrived.  Since she was calling almost
daily, Ron M[redacted] and I began to search for an [redacted] that may be already at a
local dealership that we could trade for. 
2)     
I advised [redacted] not to open an auto loan
through her credit union until the car physically arrived at the
dealership.  In all my years working in
this industry, I've never heard of a client opening an auto loan before the
vehicle arrived at the selling dealership.
3)     
When I hadn't seen an update on [redacted]’s Interactive
Network regarding the arrival time of Barbara’s new [redacted], I offered to refund
her deposit if she didn't want to wait any longer.  She said she’d wait a few more days to see if
it would arrive.  A day or 2 later, Ron
M[redacted] was able to secure an [redacted] for [redacted] at a local [redacted] dealer.  Once it arrived we called her, and gave her
the new VIN.  At this point, her credit
union check would not work because she had taken an unnecessary proactive
approach by opening an auto loan with the VIN of the first car that we thought
would ultimately be [redacted]’ new [redacted]. 
Had we not found the vehicle she ultimately took delivery of, she would
have waited another 3 weeks, and would have probably had taken her deposit back
at that point.  We went out of our way to
find her this hard-to-get vehicle, and was excited to deliver it to her within
2 weeks of her leaving a deposit.  We
have other customers who have been waiting since July for their [redacted], including
our valued employee Matt B[redacted]!
4)     
When Sean was preparing the paperwork for Ms.
Delis he noticed that she was on her parent’s insurance policy.  At this point Sean called [redacted] to find
out if she was going to have her own insurance policy.  [redacted] said she didn't have to, and she’d
save money by remaining on her parent’s policy. 
Sean explained why she couldn't do this, unless one of her parents
co-signed on the loan.  [redacted] did not
want to hear this, and gave Sean a hard time. 
Ultimately [redacted] had one of her parents co-sign so she could remain on
her parent’s insurance policy.  Sean was
simply doing his job by protecting JL F[redacted], but [redacted] was not cooperative
or understanding.  I was in Sean’s office
along with Lisa N[redacted] when he was on the phone with [redacted].  At no point was Sean rude or offensive.  He was just stating the rules and regulations
of car buying, that [redacted] clearly did not know about.
5)     
We had Alex handle the delivery when [redacted]
came to pick up her new [redacted]. 
At the end of the day, [redacted] got a great deal on a
hard to get car, and took delivery 2.5 weeks after leaving her initial deposit.
I pulled her deal jacket this morning to see where it said anything about
promising a delivery within 1 week of her initial deposit.  I could not find any document supporting
that.
 
Jonathan D[redacted] | General Sales Manager
JL F[redacted]
Montgomeryville, PA [redacted]
Main: [redacted]@jlf[redacted].com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I refuse to accept this from JL F[redacted] due to the poor customer service I received. I have previously purchased a [redacted] from another [redacted] dealer and had a PHENOMENAL experience with them. JL F[redacted] will NEVER get a good review from me. Liars and I have the email from the following day that I had emailed Jonathon to go ahead with the car. His response was "The car should be here with in the next week." As for the loan, I had called one weekend asking if MAYBE by chance the car had arrived, which hadn't, and mentioned the paperwork is ready to go for whenever the car arrives, and the response I get it thats great, it should be arriving any day. If JL F[redacted] has poor communication skills with [redacted] management, they should be treating their paying customers better. This is a CAR I am purchasing, not a PHONE. If it was not for the high demand, I would have gone else where. Never will I ever have a good review and I have made it known to people around me. I refuse to settle when I did no wrong. I had every right to check in on the car when they are receiving my money. JL F[redacted] needs to send their staff to some customer service classes. 
Regards,
[redacted]

Review: On November 3, 2010 I brought my 2003 Honda civic in for preventative maintenance of a timing belt and water pump replacement. Immediately after this I was a little dissatisfied because the coolant reservoir was not filled properly and the courtesy inspections that were listed on my paperwork were not actually performed. But that is not the real reason for my complaint..

On March 25, 2011, the crankshaft pulley (which would have been removed and re-installed during a timing belt job) fell off. I temporarily bolted it back on and drove the car to your dealership without an alternator or power steering. I had noticed some damage to the shaft keyway. When I came to pick it up I noticed that there was no key (the key between the shaft and pulley) on the work order. I found this to be odd since the key was lost when the pulley fell off. After bringing this to the service department’s attention, they added the key. At this time we thought the pulley had fallen off because the bolt had not been torqued properly. Later I discover the real reason.

Now in January of 2013, I brought the civic in for headlight recall and transmission service. Immediately after pulling out of the Freed carport, the pulley comes loose again and the belts come off. Your service department looks at it later that day (Not sure why I would not get immediate attention) and tells me it will need a new crankshaft. I could not afford to pay for such an expensive repair. I had them temporarily bolt the pulley on so I could drive the car home without power steering or an alternator.

After getting the car home, I removed the pulley and examined everything. This is where I finally understand what happened. The outer portion of the shaft keyway had been damaged and the pulley had worn down where it contacted the shaft. I believe the key had broken a long time ago and the pulley had been slipping for a long time. Part of the problem appears to be a design flaw and the other part is how your service department installed the key. The shaft and key are only 11 mm long. However, the collar of the pulley is about 18 mm deep. This situation allows the key to possibly be installed or vibrate to the outer portion of the pulley collar. When this happens only 4 mm of key contacts the shaft keyway. The key appeared to have been pounded in from the outer edge of the pulley and never reached the full intended seating depth. I could see the rounded edge that had formed a lip that was catching the outer edge of the pulley. Since it was only installed to the outer edge of the pulley, it made minimal contact to the previously damaged shaft keyway and no contact to the good portion of the keyway

I feel that this problem was no fault of mine. I took the car to you for the timing belt. I believe at that point the key was not installed properly which resulted in the first occurrence of the pulley falling off and the damage to the shaft beginning. When I took it back in March 2011, the problem was not correctly addressed. If at that point the shaft needed replacement, Freed should have performed that repair at no charge to me. Freed should have backed up their work. I did not examine the pulley at that time. It is very likely that the pulley should also have been replaced at that time. Instead the key was installed incorrectly again. So it fell off again with even more damage. JL Freed is solely responsible for the damage to my car.Desired Settlement: Compensation for damage or credit for service to pay for future crankshaft replacement.

Business

Response:

[redacted]:

This customer stated that his first complaint was due to a service visit on 11/03/2010. It took his car almost 5 months to exhibit a problem with the “crankshaft pulley”. This would have been apparent immediately not in more than 5 months. We did the installation properly. Now in January of 2013 almost 2 years later he is in service for another reason, a headlight recall. As we start to drive the car into the shop the crankshaft has a problem again unrelated to what he was there for. The fact that it was the problem that he claimed we did not fix originally we were very suspect that the car had not been tampered with by the customer to have it fail so conveniently while at our shop. I have spoken to our Service Mgr at great length about this. Also the fact that the customer has stated several times that he “took the car apart and examined” everything. How do we know that he did not cause his own problems? This customer does not have a valid complaint and I am convinced after speaking with our people here that we acted appropriately.

Customer Relations Manager

J.L. Freed & Sons, Inc.

685 Bethlehem Pike

PO Box 485

Montgomeryville, Pa 18936

www.jlfreed.com

Phone ###-###-####

Fax ###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I did not take things apart and examine them until after the second failure. I also did not tamper with anything. Up until after the second failure, J L Freed were the only ones to ever work on this part of the car. The pulley stayed on the car from when it was new for 7 years, until J L Freed removed it to service the timing belt; then falls off only five months after they work on it.

Regards,