Action Portrait Studio

November 30,2017Dear *** ***:I am writing in response to your letter dated November 25, Allow me to apologize for not responding to this complaintI was out of town in mid-November and since returning I have been extremely busy with customers.I know Revdex.com has closed this complaint, and at
this point there is no need to re-open itI just wanted to respond with this information for your recordsOur dealership put *** *** in a loaner vehicle from the time his vehicle was towed to our service department; a new engine was ordered and installed at no charge to the customerThese costs amounted to over $6,000.*** *** picked up his vehicle from our servicc department on November 16,2017, Again, my apologies for not responding soonerIf there is any additional information you need, please don't hesitate to contact me directly @ ###-###-####Thank you.Sincerely yours,Paula D. Customer Relations

November 2, 2017Dear *** ***:I apologize for the delay in responding to your letter of 9/25/with regard to the above referenced complaint and *** ***'s rejection of our response.Regarding the concern with the bumper, the bumper is commercially acceptable compared to the other new vehicles on our lotWith regard to the missing *** Interlock Cover, when our service manager was notified it was missing, he advised the customer to return Immediately and the piece was replaced.If there are any other questions, please contact meThank you.Sincerely yours,Paula D.Customer Relations Manager

April 5, Dear *** ***:I am responding to your letter dated March 25, I am going to be brief and advise you that we have been working to resolve the issues for *** *** and *** ***Our service manager spoke with *** *** on a couple of occasions this week, and as of today, we have reached resolutions for the following issues:The customer will be reimbursed $for the costs incurred to replace two tires on this vehicleCheck will be payable to *** *** as our records show she is the owner of the vehicleOur service manager spoke with *** *** today and informed him that parts have been ordered to repair the driver's seat Cushion, When the parts arrive, he will be notified and will make arrangements to bring the vehicle to us for the necessary repairs, At the same time, we will dye the carpet stains, *** *** will not pursue the replacement of the door panel or the glove box panel.Please don't hesitate to contact me directly @###-###-#### with any questionsThank you.Sincerely yours,Paula D.Customer Relations Manager

September 12, Dear *** ***:With regard to your letter of 9/1/and the complaint filed by the above referenced customer, *** ***, had the opportunity to address this complaint with our Sales Manager, Salesman and Accounting Manager,The Extended Warranty contract has been cancelled
9/1/I confirmed this with *** ***The refund is being processed back to our dealershipBecause the contract cost was rolled into her loan, and the loan is not satisfied, the refund will be sent back to the lienholder/bankThey will deduct the amount of the refund from the end of her loan, shortening her payments at loan endI was told *** *** is aware of this.With regard to her claim that we charged "over and extra $800"Our Sales Manager explained the internet disclosure and on 8/31/ermalled *** *** a screenshot of a sample page from our internet (see sample attached) which states "To qualify for discounts customer must pay cash, arrange for their own financing or have Conicelliarrange financing with one of our preferred lendersNot all customers will qualify." *** *** did not qualify; her financing went through another lender and therefore the price differenceOur salesman stated he never said *** *** had to purchase a warranty package and gap insurance in order to purchase the vehicleThese packages are strictly optional and We have all our customers sign several product disclosures to Verify that they are opting to purchase theseIn addition to the Optional Product Disclosure form *** *** signed where she accepted products, GAP and WSC, and declined the CPP plan, there is also the Canicelli.com Disclosure attached.Please don't hesitate to contact me directly a *** ext*** if there is any additional information you need.Sincerely yours,Paula D.Customer Relations Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
My main concern for all this is that people get treated fairlyThe company did not honor anything that they said and we're just looking to make moneyIt's unfair and cruel to treat people in a manner with no respectI will brush this off now but I will say that people deserve betterWith everything that goes on in people's lives it's hard enough to make a car payment and just make any kind of Bill payment periodI don't care about the money but as you can see in the right hand sideThat they put the money right back on after taking it offSo you did get a free carI hope you like what you got for itBut mainly I want people to beat treated fairlyInstead of getting taken advantage ofA lot of people try and work there buttsoon off for everything they gotStill people only care about a price tagRight when someone walks in they see money bagsIt's rude and inconsiderateYou should have more respect for your customersSo this is my last email backI will not except anything that they saySince I was completely mistreatedI'm not looking for extra money or anythingI just want people to realize that when you are rude and mistreat peopleThat they should own it and say sorryI have respect for everyone I come in counter withThat's how I was raised to treat everyone the way I should be treatedThis is not onenough of those timesSo to the future customersBe careful what you sign and look before you do because your just a dollar sign to themThank you Revdex.com for everything truly appreciatedAnd I hope they will understand that itsucks more bout how you treat people in life then what's really earned
Regards,
*** ***

See Attached:

September 20, 2017Dear *** ***:I am responding to your letter dated 9/7/with regard to the above referenced complaint filed by acustomer, *** *** ***I apologize for the delay in responding as we were waiting for *** ***to pick up her vehicle before I could send our response.This
complaint was addressed with our dealership owner and Service ManagersDuring the time that*** ***’: vehicle was at our dealership for repairs, she was provided with a rental vehicle.*** ***'s vehicle has been repaired and was picked up this morningService Manager reported hereviewed the condition of the vehicle with her and advised that American *** is sending $to herto compensate for the time lost with her vehicle. If there is any additional information you need, please don't hesitate to contact me directly @ ***
*** ext ***Thank you.Sincerely yours,Paula D.Customer Relations Manager

April 8, 2016Dear *** ***;I am responding to your letter dated April 4, with regard to the above referenced customer, *** ***, addressed this complaint with our representative from ***, ***, because she has been speaking, working with our customer and knows what has taken placeThe
following is the response received from ***:*** *** called me, (*** rep ***), on Saturday April 2, 2016; she said she was at Comicelli *** Used Car Showroom and had just spoken to the F&l Manager, Joe, about her biweekly paymentsI explained to her the way bi-weekly payment schedule works and she said that is not what Joe told herI immediately called Joe and he said he did not tell *** *** that.Joe's paperwork is always clean and have haven't had many contract terminations from him at all and no complaintsI called *** *** back and explained to her that her initial debit was going to be debited on 4/for the full amount and then bi-weekly from thereShe said that Joe did not tell her that bi-weekly was every other weekI explained to her that is what biweekly is"every other week."*** *** was not expecting to pay half debits in one month, which happens usually every monthsA full payment is made extra throughout the year and that is where their bi-Weekly savings comes from She said that she could not afford that and she only wanted to pay enough for her monthly paymentI told her would terminate her contract on Monday morning 4/4/16,had her contract with me, so I went onto the biweekly website and terminated the contract through there so that she would not have to worry, assured her it was terminated and that would call *** on Monday morning to make sure it was terminated, and for *** to make her first payment to *** for April 21st*** *** would then be responsible to pay her payment herself starting May directly to *** Financial Services,*** *** called me a few more times to make sure it was terminated because she was afraid that *** might not make her payment to ***So asked Omaira, another rep from ***, to please make a note to call me when the check was cleared and sent to *** So thatI could call *** *** to ease her mindI will call *** tomorrow 4/7/and check on it, and see when the payment to *** would be sentI assured *** *** that no more money would be debited from her account and that *** would absolutely make her payment to ***.*** ***, I would like to take this opportunity to apologize to *** *** on behalf of Our dealership for the confusion she experienced with the bi-weekly payment plan.I also had the opportunity to speak with our title agent regarding *** ***'s vehicle registration that she claims she has not receivedHer new vehicle registration was sent to *** *** at ** *** *** Pemberton NJ ***, via *** *** on 3/24/*** tracking states it was "delivered, left at front door on 3/25/16,"Normally, out of state tags take 3-weeks to process, The fees a customer pays at delivery for title/tag transfers are compared to the final costs, Then we make an adjustment and if a refund is due to the customer it will be processed within 3-weeks once all transactions are completed.If there is any additional information you need, please don't hesitate to contact me directly @###-###-####Thank you.Sincerely yours,Paula DCustomer Relations Manager

[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 do not agree with Conicelli's explanation of my transaction. First, I would like to say that I am fully aware of the fact that the issue with [redacted] Financial is separate from my issue with Conicelli, it's just the whole [redacted] deal that I'm frustrated with.  Second, three months before my lease was up I went in and spoke to Rick B[redacted] about applying the $2,500 toward buying the [redacted] or leasing a new car and he said no. He wouldn't budge on the buyout price either.  Third, after I spoke to Rick I spoke to Paula D[redacted]. She said she couldn't help. A month after I turned in the [redacted] I started getting calls from Conicelli about my lease end and my options. Finally, after the third call I got a letter from TJ S[redacted] regarding my lease end. It was at that point I sat down and wrote a letter to TJ explaining everything. He apologized and said that his family owned the business and they don't treat their customers that way.  He said he would look into it and get back to me.  That was a year ago. This is far from my first attempt to reconcile this issue.When I went to Conicelli to lease the [redacted] the special was $3,000 down at signing to get an $89 a month payment. I had a [redacted] to trade in. Conicelli gave me $2,500 for my car.  I put down the required amount + they added in the trade in amount of $2,500.  So, that put me $2,500 over the required amount needed for the $89/mo payment.  I was offered a plan to cover scratches and stains. Purchasing this plan brought my monthly payment to $100. Please keep in mind that purchasing this plan was a separate charge and did not affect the total I put down at signing. So, I am still ahead by $2,500.The total amount I gave to Conicelli at signing was $5,681.89. The extra $2,500 was not applied to my monthly payments. My tags were current so that wasn't a charge, and at best it would have been under $50.  I'm sure taxes would have been part of the monthly payment or part of the amount due at signing or the disposition fee would have been higher. So where did the $2,500 go?With a monthly payment of $100 and the $2,500 trade in amount, I should have walked away with that two year lease paid in full. TJ tried to say that the extra $2,500 at signing covered taxes and tags. Can someone please explain to me how, after I turned in the [redacted], I went up the road and leased a new car, their offer being $3,000 at signing for a $164/mo payment for two years and I gave them a payment of $6,100 and walked away without owing a dime.  No mention of paying more than required to cover taxes and tags.TJ also told me they made NO money off of my transaction. That's not true. In reality. they got my car for nothing and they sold it to someone else. Plus, that protection plan I purchased for $450, he claims they made no money off of that. Again, not true. It was explained to me that purchasing that plan would cover stains and scratches for the length of the lease. However, as I explained to Paula and TJ, when I tried to make an appointment for some stains on my back seat, the service department told me the plan I purchased doesn't cover that service. So, that is another $450 I lost.When all was said and done, I gave Conicelli $5,681.89 at signing, I paid [redacted] Financial $2,400 over the course of the two year lease, bringing it to a total payment of $8,081.89, plus the $100 balance of the trade in amount, which brings it to $8,181.89. Like I said, I am currently in a two year lease for a newer car with, advertised for $164/mo payment after a $3,000 payment at signing and the check I gave them at closing, $6,100, covered everything with no disposition fee at the end.We can go back and forth with our emails, but unfortunately for me, I'm just the customer and not the owner of Conicelli Autoplex. Your franchise is not a nice place to do business. You have not sided with me, as your customer, even when I told you how Rick B[redacted], with his obnoxious condescending attitude, spoke to me and treated me. You said sorry but we never get complaints about Rick. Well maybe you haven't but I'm making one now!  Does your family know any of this?In closing, may I kindly ask you to take my name off your mailing list?
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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:Conicelli has not recognized that followed specific instructions associated with a link and an email address in order to file mentioned applications. After I completed my tasks, I followed up with Pete by text, phone call, and email yet did not received a response. This was not recorded nor recognized.  I sat at the autoplex for hours to received an simple email during our initial meeting where upon Pete suggested I had done something wrong. This lack of responsibility and ownership continued to this day. As I mentioned- I had been able to secure a loan elsewhere yet invested in Pete's promise which he did not uphold. Pete became more and more unavailable when he realized I was more interested in financing the Jetta in my possession than securing a new contract with a vehicle from Conicelli.  However I remained flexible enough. He simply did not reply. Pete seems to only be available soon after each application or attempt has expired only to start the process again. I followed all instructions presented to me, yet the blame has fallen everywhere else, but at "specialist". He has proven incapable of processing an application, sending information electronically, or answering calls. For example I forwarded our last correspondence to customer relations for consideration, which still has no reply from it- this was a month ago.  Today my credit score is nearly 20 pts. higher than my initial application and still I haven't received a reply.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

September 9, 2015 Dear [redacted]:I am responding to your letter I received on Friday, 9/3/15 with regard to the above referenced customer, Bradley Smith.Please be advised that [redacted]'s complaint has been addressed by our Body Shop Manager. Mr. L[redacted] has requested a check be issued in the amount...

of $48.74 and mailed promptly,I sincerely apologize for the inconvenience [redacted] experienced on August 7, 2015 wh?n h? picked up his vehicle after body repairs. If there ls any additional Information you need, please don't hesitate to contact me directly. My phone number is ###-###-####. Thank you.Sincerely yours,Paula D.Customer Relations Manager

August 17, 2015Dear [redacted]:I am responding to your letter I received on Friday, 8/14/15 with regard to the above referenced customer, [redacted].Please be advised that this complaint has been addressed by our Service Department Manager, who phoned our customer on Friday to acknowledge our...

error and extend our apologies to her for any Inconvenience she experienced on 7/20/15. Customer accepted apology and phone call was ended.If there is any additional information you need, please don't hesitate to contact me directly, My phone number is ###-###-####. Thank you.Sincerely yours,Paula D.Customer Relations Manager

I am responding to your letter dated February 23, 2016 regarding the above referenced customer, [redacted]. This fourth letter states Mr, [redacted] has once again rejected our offer of a 50/50 split of costs for the replacement of a timing belt package for his vehicle, And again, Mr. [redacted] has counter-offered with a 70/30 split.As stated in previous correspondence, our vehicle records do not indicate any issues/concerns which would have required a timing belt package replacement prior to selling the vehicle, which at that time, had 84,856 odometer miles, With normal operation, Honda SUGGESTS at 7 years, 105,000 miles, whichever comes first, the timing belt package should be replaced if the performance of the vehicle warrants it.Once again, all of this information has been re-addressed with our dealership Owner. Our gesture of goodwill stands as originally offered. If Mr. [redacted] agrees this is acceptable, he should contact me and I will be happy to assist him in scheduling a convenient time to have the Work performed. Any questions, you may call me @ ###-###-####, Thank you.Sincerely yours,Paula D[redacted] Customer Relations Manager

I am responding to your letter dated May 22, 2019 with regard to the above referenced customer, [redacted]. Please be advised that this complaint has been addressed not only by me, but a few other managers at our dealership.a personally reviewed [redacted]' file. It was already marked "DNC-Do Not...

Contact" andphone numbers/email address were not shown.a Our Internet Manager removed her mailing address as well,Our Marketing Manager went through their files to make sure her contact information was removed,is Our Service Manager also reviewed his files and made sure there is no further contacton his end,Please note we have no control over automobile manufacturers and their mailings. Suggest [redacted] contact [redacted] directly at their Customer Service Dept, [redacted], and ask to have her contact information removed.We have no idea who [redacted] spoke to in the past at our dealership, but if there are any future issues, she may call [redacted] ext [redacted], or [redacted], our [redacted] (g ext [redacted], Either one of us will be happy to assist her, Thank you.Sincerely yours,Paul D[redacted]

I am responding to your letter dated December 18, 2015 with regard to the above referenced customer, [redacted]. [redacted]. I received another notice today regarding the same matter; however, I did phone your office on 12/28/15; left you a voice message asking for an extension due to the Christmas holiday...

and the fact that I was out of the office on vacation.I have addressed this complaint with the Owner of our dealership, reviewed our service department records and would like to offer the following:* This used vehicle was sold to Mr. [redacted] on 8/17/15, with an odometer reading of 84,856 miles.With normal operation, Honda SUGGESTS that at 7 years or 105,000 miles (whlchever comes first), the timing belt package should be replaced if the performance of the vehicle warrants it.* Mr. [redacted] visited our Service Department on 12/10/15 with an odometer reading of 95,168 miles. He was informed that the cost to perform the timing belt package replacement, parts and labor, would be $925, The Service Department Advisor offered a 10% discount on this work; Mr. [redacted] refused to have the work done.* This customer's complaint is that the work should have been done prior to our dealership selling the vehicle to him, We disagree as there is no mention in our service department records that this vehicle needed to have the work performed because of any issues/concerns.As a gesture of goodwill, we would like to offer Mr. [redacted] a 50/50 split on the cost to replace the timing belt package. If this offer is acceptable, ask Mr. [redacted] to contact me and will be happy to assist him in scheduling a convenient time to have the work performed. If there is any additional information you need, don't hesitate to contact me directly ###-###-####. Thank you.Sincerely yours, Paula D[redacted] Customer Relations Manager

August 21, 2015Dear [redacted]I am responding to your letter received today with regard to the above referenced individual, [redacted] and his complaint regarding a warranty issue.Please be advised that this complaint has been addressed by our Service Department Manager, We have found that this...

individual purchased his vehicle from our dealership on March 25, 2015, and since purchase date, has never returned to Conicelli for service issues; therefore, we have no service history/records. We believe this vehicle is being serviced at another [redacted] dealership, which very well may be [redacted].If there is any additional information you need, please don't hesitate to contact me directly. My phone number is ###-###-####. Thank you.Sincerely yoursPaula D.Customer Relations Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I would like to add Casey W[redacted] Sales Agent for dealership was/is a great asset for this business.  Casey unaware of Pennsylvania to Mass. transaction issues did everything to resolve the problem with diplomacy and genuine concern.  I would repeat business with Casey and refer anyone to him in the future.  I am quite pleased with Casey's exemplary behavior and the vehicle he sold me.  Thank you Casey!
Regards,
[redacted]

April 22, 2016Dear [redacted]:I am responding to your letter of April 15, 2016 regarding the referenced customer, [redacted] rejected our response to her April 4th complaint. In my opinion, [redacted]'s 2nd complaint has no relationship to the 1st complaint. The complaint received 4/19/16 relates to her claim for a refund or the return of her traded vehicle, I have enclosed a copy of her Buyers' Order for the purchase of the 2013 [redacted] on 3/7/16.  • The trade-in allowance offered to her for the 2009 [redacted] was $3,000, This amount was deducted from the selling        price of the vehicle (see right column).  •There was a $5,000 balance due to the lender, [redacted], on the traded vehicle. The balance due was greater than the actual worth of the vehicle. The deal reflects a negative equity of $2,000.All of these deal costs were presented to her at the time of purchase. Her signature on the Buyers' Order confirms her acceptance. There is no refund due [redacted].Also, I would like to note that with regard to her 1st complaint, our dealership refunded [redacted] $413,15 due to an overpayment on tltle/tags/registration fees from 3/7/16. if you have any questions, please don't hesitate to contact me directly @ ###-###-####. Thank you,Sincerely Yours, Paula D.Customer Relations Manager