Action Portrait Studio

Complaint: [redacted]
I am rejecting this response.
What the dealer has written is simply not responsive to my claim. I bought the car new from him. I used it in a responsible way. A flaw in the design of the screen ended up causing hairline cracks that now cover the entire screen and make it unusable. The dealer refuses to cover this under the warranty and wants me to pay $6000 to replace that part of the console. That is not a reasonable position to take. Having sold me this car new, this dealer should honor the warranty they promised.
Nothing in the dealer's response explains why the dealer should not be obliged to fix this under the warranty.
Regards,
[redacted]

Conicelli Autoplex Customer Relations Manager spoke with our Title Agent 5/12/15; this customer resides in Massachusetts and purchased her vehicle from us here in Pennsylvania.  State of MA does not honor the "30-day In-Transit" tags that we have to issue in these cases where...

customers from out of state purchase a vehicle from us in PA.  Title Agent prepared paperwork, contacted customer's insurance company...... insurance company in turn, emailed the [redacted] to title agent on 5/11/15; title agent completed the form, then overnighted the completed form, the original title and a refund check issued to customer for the refund of sales taxes and title fees we collected.  Cust has to go to her insurance company in MA and get all paperwork signed, etc.

September 28, 2015Dear [redacted]:I am responding to your letter dated September 16, 2015, which is the 3rd letter we received regarding the above referenced individual, [redacted] and his complaint of a warranty issue.I met with our Service Manager today, who has asked me to reiterate his previous response:Our dealership, Conicelli [redacted], had nothing to do with the decision made by [redacted] Motors; it was not our decision to make, and the vehicle was never brought to us for the repair. It is up to [redacted] Motors as they warranty the vehicle. They made the decision that these repairs were not warrantable, along with [redacted], who actually inspected the vehicle and reviewed it with [redacted] Motors.This vehicle was purchased at Conicelli [redacted]. Customer phoned us after he was turned down at [redacted] by [redacted] Motors Motors who made the final decision; they hold the warranty on the vehicle not Conicell.The customer may contact [redacted] Care Warranty @ their toll free number [redacted]. Thank you.Sincerely yours,Paula D.Customer Relations Manager

February 12, 2016Dear [redacted]:I am responding to your letter dated January 29, 2016 regarding the above referenced customer. These facts have been reviewed with our Used Car Sales Manager and Service Manager. Today met with our dealership owner to review the complaint by this customer.The vehicle...

purchased 7/2/15 was sold as certified, "used" 2012 [redacted] with 35,193 miles at certification (see copy attached). Our Service Techs review the items on the checklist 1x1 and check-off accordingly. Certified or not, this vehicle was sold "USED", not NEW.On 9/9/15, customer wrote a certified letter to our [redacted] UC Sales Mgr., with items noted that were wrong with vehicle, telling us we misrepresented it as a "certified", stating We only made repairs to the vehicle we deemed necessary. We disagree with this comment,[redacted] claims that we have disregarded calls from Channel 6 Call to Action investigative Reporters.... We disagree.• On 10/6/15, l received a voice message from [redacted], investigative reporter for Phila Channel * News, Stated customer had issues with certification performed and customer requested a copy of the certification checklist. Call returned to [redacted] same day; not available; left a voice message,•. On 10/13/15, spoke with Service Mgr to review these claims; Svs Mgr Stated he had worked with customer; felt all concerns had been addressed including replacement of headlight and interior headliner. Received return call from [redacted]; he asked me to mail the checklist directly to customer; customer claims certified items were not completed; claimed driver seat was replaced with a used seat in worse condition. reviewed everything we did to the vehicle with [redacted].•11/24/15, UC Sales Mgr received voice message from [redacted], wanting to know the status of work done to vehicle. UCSales Mgr phoned me; advised him of the items completed; asked him call [redacted] back to find out what the customer wanted.• UC Sales Mgr stated customer wanted things handled....... Brakes, tires, glovebox scratch, door handle scratches, rug stain. UCSales Mgr told [redacted] we would be happy to look at the vehicle again, making no promises or commitment. Our records do not reflect that an appointment was ever made.• Driver's Seat - Customer felt seat was crooked. Met with Svs Mgr., because it could not be repaired, Svs Mgr suggested he could swap seat from another used vehicle. Svs Mgr. stated customer was fine with the Swap; it was completed. Customer states he warts seat to be replaced as per the "contract". We don't understand this comment,• Tires - At pre-delivery inspection/certification, tires measured 5/32, the required minimum for certification. Svs Mgr assisted customer with reading his digital tire gauge; instructing him to read it in 32nds vs 1,000ths, We are not reimbursing Customer for the tires he replaced.• We sent the vehicle to our detail shop 2x to have the carpet stain removed.We offered to look at these issues again; the customer never called to schedule an appointment. We have spent $2,117 in repairs since delivery; all at no cost to the customer, We feel we have tried to resolve the issues for this customer to the best of our ability.Please don't hesitate to contact me directly @###-###-####. Thank you,Sincerely yours,Paula D.Customer Relations Manager

February 5, 2016 Dear [redacted]:I am responding to your letter dated February 1, 2016, regarding [redacted].  [redacted] sent me an email on January 29, 2016 with the same text that appears in his complaint to Revdex.com, responded advising receipt of the email, would look into the matter and get back...

to him. Since we now received this complaint from Revdex.com, we will respond directly to you.On 1/29/16, reviewed the complaint with salesman, Pete P[redacted] and F& I Manager, Erick F[redacted].• Our records show initial contact with [redacted] on or around 12/9/15, He was in our showrooms on 12/12/15 to meet with Pete P[redacted]. He wanted to buy-out his [redacted] leased vehicle; the loan for this vehicle appeared on his credit as an "open" item.•We sent him credit apps three times on 12/12/15, [redacted] had credit issues that were difficult to work with so we requested he find a co-signer; the credit application for the co-signer (who resides out of state) was not received until early January; it was sent to the wrong dept which took additional time to locate, and as a result, [redacted] original credit app became expired; we requested he re-apply in order to continue the process of securing a loan for him, He was not happy with that.Credit applications are only valid for 30 days, Lenders require current apps and will not accept expired ones. Unfortunately, when this happens, a customer has to reproduce current documentation, in addition to filling out a new credit app to being the process again.• We are unable to return credit applications that are submitted to our dealership. Once received, they become part of our records. All credit applications are securely filed and are never disclosed as we strictly adhere to a non-personal public information policy.• If [redacted] submitted personal documents, we would be happy to return them to him, however Mr. P[redacted] states we only have a copy of his [redacted] Credit Report, paystubs attached to an email (which were never printed out), the credit application, a 48-Hr Purchase Quote from ** and a Privacy Act statement. • We received no monies from [redacted] during the initial process, therefore no refund is due. • [redacted] statement that Mr. P[redacted] neglected to return calls and emails is invalid. Our employees are required to keep notes in our computer system for each correspondence with customers. [redacted]' file shows messages sent back/forth from Mr, P[redacted] and from Our Asst Loan Processor, Maxine, in addition to others who were working with Mr. P[redacted].We are more than happy to attempt to secure a loan for [redacted] if he wishes to continue the process with our dealership. However, our dealership owner and F&l Manager feel that [redacted]' request for us to award him 3 months residual expenses is totally unwarranted. We have done everything within reason to assist.If there is any additional Information you need, please don't hesitate to contact me directly @ ###-###-####. Thank you.Sincerely yours,Paula D.Customer Relations Manager

Hello,My dealership has resolved the issue and I would like to cancel my complaint. My name is [redacted] and my complaint was against conicelli autoplex in Conschoken, Pa. They have contacted me and provided resolution, my number is [redacted] if any questions arise.[redacted]...

[redacted]Sent from my iPhone

From: [redacted]<[redacted].com>Date: Thu, Jan 21, 2016 at 4:50 PMSubject: Fw: Proof of Sale - Complaint #[redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>I also have a document stating that the vehicle is a [redacted] certified pre-owned vehicleFrom: [redacted] <[redacted].com>Sent: Thursday, January 21, 2016 4:45 PMTo: [redacted]Subject: Re: Proof of Sale - Complaint #[redacted]Just left you a voicemail...From: [redacted] <[redacted]@myRevdex.com.org>Sent: Thursday, January 21, 2016 4:27:59 PMTo: [redacted]Subject: Re: Proof of Sale - Complaint #[redacted] If you look at the first attachment where you show me used warrant, it does say as is.[redacted] | Trade Practice Consultant Revdex.comserving Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103 p: [redacted] 
[redacted]
f: ###-###-#### Email:  [redacted] @myRevdex.com.org Revdex.com.org, Star...⇄ with Trust®-------------------------------------------------------------------------...⇄ information contained in this message is considered CONFIDENTIAL and for the intended recipient only.  Any unauthorized use, dissemination, or copying of this message is prohibited.  If you are not the intended recipient, please notify the sender immediately and delete this message.On Thu, Jan 21, 2016 at 4:21 PM, [redacted] <[redacted].com> wrote:Good Afternoon [redacted]: Attached is a clearer picture of the Buyer's Order.From: [redacted] <[redacted].com>Sent: Tuesday, January 19, 2016 6:26 PMTo: [redacted]@myRevdex.com.orgSubject: Re: Proof of Sale - Complaint #[redacted]...please see the link below regarding the Pre-Owned standards and brochures   [redacted]Start something special. - [redacted] Carsautomobiles.[redacted].comHear more of what you love, coast to coast Customers who purchase any [redacted] Certified Pre-Owned Vehicle with factory-equipped [redacted]® Radio will receive a

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

September 24, 2015 Dear [redacted]:I am responding to your letter dated September 21, 2015 with regard to the above referenced complaint filed by customer, [redacted] of Harlingen, Texas.Our policy regarding electrical and special order parts is clearly stated on each invoice "all electrical and...

special order parts sales are final - no refund or credits on any parts...".As a goodwill gesture, we will refund the entire amount of $93.57 to [redacted] this one time only, Kindly advise him that he should expect a refund within 2-4 weeks.If there is any additional information you need, don't hesitate to contact me directly @ [redacted] ext [redacted].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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: while I am very grateful. I do not have a rental from the dealership. I had a rental from an outside company. I was never offered a rental through the dealership. I did not know that was ever an option. I have not had a rental since 10-25-2017. I wanted to clear that up.  Please tell the Owner I am very grateful and appreciative of all that is being done to take care of the [redacted].As of this time yes, this matter can be closed.Regards,
[redacted]

I am responding to your letter dated June 7, 2019 with regard to the above referenced Customer, [redacted], who rejected our response sent to you on 5/21/17.contacted [redacted] directly at their Customer Service Department this morning. I was not sure they would accept my call on this customer's behalf, however once advised them that [redacted] filed a complaint with your bureau, they were able to assist me.Please advise [redacted] that spoke with a woman named [redacted] who edited her profile in their System. [redacted] has beer opted out of everything including phone calls, future mailings, emails, text messages and anything relating to [redacted] Care. was assigned a case number in order to document this call [redacted].If there are any future issues, she may calme () [redacted] ext [redacted] (ext [redacted] Either one of us will be happy to assist her, Thank you.Sincerely yours,Paula D[redacted]

Deae  [redacted]I am responding to your letter dated May 18, 2017 regarding [redacted]. Our dealership uses [redacted], a 3' party credit company with whom can dispute only TransUnion and Experian inquiries, Please advise [redacted] that our dealership is notable to dispute with Equifax as they will not accept a 3" party disgute, all disputes with Equifax must be filed by the consumer directly.The dispute process requires a written statement from [redacted] will not accept a letter from our dealership on a customer's behalf. Again, this was one of the reasons originally wanted to speak with [redacted].. to verify the information on file, and possibly assist with disputing.Please advise her that I will email 2 draft letters with instructions for her to complete and send back to The, to file along with our dispute claim form. Once the disputes are filed with [redacted], the process can take 4-6 weeks before it is either accepted and removed or rejected. Please ask [redacted] to sénd her current email address to [redacted]tif there is any additional information you need, don't hesitate to contact me directly [redacted]. Thank you.SincéréIy yötürs,Paula D[redacted] Tier Relations Manager[redacted]

I have the following information to share with you........a Our records show that [redacted] is a customer at our Hyundaidealership; the vehicle we had in for service was a [redacted] has a $50 credit on file from 1/6/16 E. Hyundal Service that was never...

used. do not know whether or not she still owns this vehicle.e On 5/25/17, [redacted] phoned our Honda Service Dept Scheduler to make anappointment for an oil charge for, Would assume, a Honda Vehicle he owns. He proceeded to advise the scheduler that his wife has a credit g Hyundat he wanted to use for the oil change at our Honda dealership,Hyundai and Honda are separate dealerships, and the credit cannot be transferred. If [redacted] does not own the [redacted] any longer, and [redacted] does own a [redacted], I would like to offer him a free LOF (lube, oil, filter change) and a free multi-point inspection for his Honda vehicle at our Honda Service Dept in [redacted]. Or, I will be happy to refund the $50. He should contact me to confirm his choice.

[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 was not aware that applying with said company [redacted] authorized other dealership to run my information at their leisure. It's not exactly Conicelli's issue as it is [redacted] for not notating that other companies would be running my credit. 
Regards,
[redacted]

November 15, 2017Dear [redacted]:This letter is in response to your 11/7/17 letter. I recently asked our Service Manager for anupdate on the status of [redacted]‘s vehicle. I was advised [redacted] continues to drive a rentalvehicle from our dealership. On November 1st, the Owner of our dealership agreed to replacethe engine in [redacted]'s vehicle at no cost to her. The engine arrived on 11/7/17, and we arein the process of completing the replacement. I was informed that she is ecstatic andextremely pleased over this gesture. I can only assume that, at this time, this complaint can beif there is any additional information you need, please don’t hesitate to contact me @ ###-###-####. Thank you.Sincerely yours,Paula D.Customer Relations Manager

September 23, 2015Dear [redacted];I am responding to your letter received today dated 9/14/15, with regard to the above referenced customer, [redacted].Our dealership purchases [redacted]mobile leads from various vendors. [redacted]'s particular lead was purchased from [redacted]...

[redacted]). Our records indicate that she gave authorization to [redacted] so that her credit could be pulled when she submitted the lead (see attachment).If this customer has any further questions regarding the lead, she may contact [redacted] *. of [redacted] directly at [redacted].Please let me know if we can be of any further assistance. Sincerely Yours, Paula D.Customer Relations Manager

From: [redacted]<[redacted]>Date: Mon, Feb 22, 2016 at 9:42 AMSubject: [redacted]To: [redacted]Good morning Mrs [redacted], hope your weekend was blessed and safe. I'm writing in regards to case number [redacted].  I'm not accepting their offer of 50/50; reason being is that they are responsible for it. However, my counter offer is still 70/30. They knew very well that the water pump and timing belt was supposed to be replace before selling the car.Sent from my [redacted]

January 6, 2016Dear [redacted]:I am responding to your letter dated December 23, 2015 with regard to the above referenced customer, [redacted],I have reviewed our Sales Department records and addressed [redacted]'s complaint with the Owner of our dealership, I would like to offer the following...

information:• This certified used vehicle was purchased from our dealership on 8/24/2009 with an odometer reading of 41,298 miles. She has driven this vehicle for 6 years+, with an odometer reading of approximately 208,000 miles+ at this time.• [redacted] informed me in a telephone conversation on 12/22/15 that our dealership committed fraud by not disclosing that this vehicle had under carriage damage and airbag deployment prior to her purchasing it. I explained the PA Auto Association information regarding used vehicle disclosures; she was not receptive to this information.• In same conversation, offered assistance with regard to her interest in purchasing a new vehicle; stating if she would like to come Fn to our dealership, one of our Owners or Gen' Sales Managers would assist her with a new purchase; she declined.• By the [redacted] Certification Program and Pennsylvania state law, our dealership was under no legal obligation to offer a [redacted] report.• We have no proof that we did or did not offer a [redacted] report. [redacted] was at liberty, at the time of the purchase, to obtain her own [redacted] report prior to thepurchase as well.• I am attaching a copy of the Pennsylvania Automotive Association statement, "Used vehicle AS-ls Disclosure". Damage involving the six items noted are required to be disclosed for any roadworthy vehicle offered for sale, under carriage damage and airbag deployment are referenced.If there is any additional Information you need, don't hesitate to contact me directly a [redacted] ext [redacted]. Thank you,Sincerely yours,Paula D.Customer Relations Manager

July 7, 2016Dear [redacted]:I am responding to your letter dated June 21, 2016, regarding the above referenced customer, [redacted]. This complaint has been addressed by our Sales Manager, Erick F[redacted] and below is his response:[redacted] purchased her 2013 [redacted] from...

our dealership on 6/4/16. We originally showed her a less expensive model vehicle and when she said she didn't like it, we then showed her the 2013 [redacted] which she purchased because it had all the amenities [redacted] wanted. We worked up all the financials to her satisfaction, she signed all the contracts and took delivery of the vehicle.The next day [redacted] contacted her salesman, Ryan F[redacted] and stated there were some issues with the vehicle...namely a headlight was out, 2 tires were low and she was hearing a clicking sound from the rear hatch. At that point she said she was having second thoughts about the vehicle. Ryan told her to come back to the showroom so we could try to work things out for her. When [redacted] came in the next day, spoke with her personally, I gave her three options:1. We could fix the vehicle to her satisfaction.2. She could select a different vehicle from our inventory and purchase it for the appropriate sale price of said vehicle or,3. She could back out of her deal completely at no cost to her.She looked at some other [redacted] we had in stock and, at that point, decided to keep the vehicle she originally purchased. She agreed to allow us to address her complaints, We then replaced two (2) tires, fixed the headlight and repaired the hatch. We also repaired some cosmetic issues she had mentioned to us.During the time she left her vehicle for repairs, our dealership offered her the use of a complimentary rental car. When [redacted] returned to pick up her [redacted], she complained she had not had the [redacted] for over a week and was upset about paying for a car she wasn't driving,At that point, 6/15/16, agreed to have her re-sign her contracts to push back her first payment date. Ryan texted her on 6/17/16 to see how everything was going. [redacted] stated it was fine. Then on 6/18/16, she stated there was still an issue with the hatch which we repaired again under warranty on 6/20/15. On 6/20/16 she texted Ryan, stated she wanted us to find her another vehicle to replace the [redacted] with a vehicle from another dealership.At that point, we told [redacted] we were unable to do that, as we had addressed all her concerns, the bank funding had been processed and we don't sell cars from other dealerships as a policy, That is the last contact we had with her until our dealership received the complaint she filed with the Revdex.com.At this point, [redacted] feels our dealership has addressed all of her concerns and do not feel that any further action is appropriate at this time.If there is any additional information you need, please don't hesitate to contact me directly @###-###-####, Thank you,Paula D. Customer Relations Manager

September 13, 2017 Dear [redacted]:I am responding to your letter dated 9/11/17 with regard to the complaint filed by the above referenced Customer, [redacted].I have addressed this complaint with our Owner and Service Manager, The following is our response:[redacted] is already...

involved in a legal case vs. [redacted] Corporate. [redacted] is set to inspect thevehicle sometime next week. We performed our inspection as per protocol. Our dealership is not involved now that she is engaged with [redacted] Corporate. I was also informed that [redacted] fled a Lemon Law complaint a few months ago.Service Manager informed me that [redacted] has cancelled two (2) different legal inspections ofher vehicle by [redacted] Corporate; including her next week inspection which was just cancelled.If there is any additional information you need, please don't hesitate to contact me directly @ [redacted]
[redacted] ext [redacted]. Thank you,Sincerely yoursPaula D. Customer Relations Manager