Alfano Motorcars, Inc.

Complaint:
I am rejecting this response because:
Alfano Motorcars response is, in fact, a statement full of lies and fabricationsI compliment them on producing a well written work of fiction.
Regards,
*** ***

Complaint: 9941834
I am rejecting this response because:
I am the owner of the car.  I called in advance inquiring about repairing the sunroof and was informed that it...

would cost $120 for diagnosis.  When my daughter brought my car into the dealership, she was informed that it would cost $120 for diagnosis and if she was willing to have the work done, that it would be applied to the repair total. 
This dealership needs to be true to their word.  Provide the diagnosis for $120 or no charge. Since they did not provide the diagnosis, return $120.  There was no offer made to provide a diagnosis for an additional fee.  I have the phone records to validate that there was no calls from the dealership.  When my daughter called they told her the car was ready.  When she arrived she was informed that they couldn’t figure it out and another customer with the exact same car that had the same problem and they thought it would cost $2,000 to repair and it cost the customer $6,000 to repair it.  The service manager told me the exact same story.  Why didn’t they provide this story when my daughter brought the car initially. 
If they would have indicated , over the phone when I called, or to my daughter when she brought the car for service, the cost to diagnose could be $120 or $420 or $2,000 or $6,000 or ???.  They promised for $120 we will provide to the customer a diagnosis and cost estimate.  She was not given an option to proceed to a diagnosis for additional funds.  When I called and spoke to the service manager, Gene Cantrell, and had to hear him yell at me, and then when I requested to speak with the owner, he said bring the car back and we will provide a diagnosis and a cost estimate for no additional charge… why didn’t they do as they promised to begin with.  Now after all of these repair horror stories and accusations from them what customer in their right mind would bring their car back there? 
Basically, they thought they could rip off a 21 year old female and get away with it.  They took the $120 and did not provide the diagnosis as they promised to her and to me over the phone.  Sure, they have a document with my daughter's signature but that is after they tell her we can't figure it out for $120 and the same repair cost another customer $6,000.  This is a dishonest business transaction.  The promised delivery was not provided, return the money. 
Regards,
[redacted]

Complaint: 10440355I am rejecting this response because:
Thank you for your response. In your response you indicated:
The first inaccurate statement is the first line. I do not know what the customer is basing the accusation “sold me a car knowing that has oil leaks problem” on. If this statement were to be accurate, wouldn't the customer have been able to see the leak themselves? Or drips under the vehicle?
 
I am basing my accusation from the BMW Dealer in Sacramento and the constant oil leak, see attached from Roseville BMW Dwaler. The dealer told me the oil leak was noticable for a mechanic. I am not a mechanic and I did not even open the hood of the car because I assumed that I am buying a car from the Mercedes Dealer with reputation and I bought the car at night.
 
You also indicated:
 
Secondly, the vehicle in question is eight years old as was purchased as a “used" model with over 125,000 miles on the odometer. To provide confidence to our customers, Alfano Motorcars provides a 90-day powertrain warranty on every vehicle we sell.
 
Even if a car is 8 years old and has 125k miles on you should not sell it knowing it leaks oil,especially being a dealer who has the Mercedes logo on their dealership. I was told that the car has 90 days warrentey, but I was not told that the car must be serviced at Alfano only.
 
You indicated that engine leaks is not part of the engine, I really do not understand that.
 
Someone from you department, if you recall, told me they will have the owner call me back considering the fact that I live in Sacramento and the car leakes excessive oil and consider the fact this happened a few days after I bought the car.
Regards,[redacted]

I received the notice regarding a complaint being filed against our...

company on February 12, 2015. I have read the customers statement enclosed with your letter and believe there are relevant facts which were omitted in their statements to your organization.
The first inaccurate statement is the first line. I do not know what the customer is basing the accusation “sold me a car knowing that has oil leaks problem” on. If this statement were to be accurate, wouldn't the customer have been able to see the leak themselves? Or drips under the vehicle?
Secondly, the vehicle in question is eight years old as was purchased as a “used" model with over 125,000 miles on the odometer. To provide confidence to our customers, Alfano Motorcars provides a 90-day powertrain warranty on every vehicle we sell. This warranty is listed on the vehicle when presented for sale, and again reviewed with a buyer during the transaction process. Lastly, the customer is given a printed copy of the warranty with their sales contract which clearly lists the components covered by the 90-day warranty.
Per the customers statement, they took their vehicle to a dealership in Sacramento and were told the vehicle has “sever oil leaks”, I recall the customer calling our Service Department and requesting we compensate the dealership for performing the alleged oil leak repairs. We reviewed the terms and conditions of the warranty provided during the sale and determined the customers warranty does NOT cover seals or gaskets. The warranty, as pertains to the engine, covers the internally lubricated parts of the engine (such as the pistons), not fluid leaks or external components.
To this date, the customer has not brought the vehicle to us for inspection. We need to inspect the customers concerns before any replacement parts covered under the warranty coverage can be authorized for replacement. This is a reasonable and commonplace practice in the automotive service Industry,
Regards,
[redacted]
Parts & Service Director

Review: On 2/7/14 at 8:45am, my daughter brought my car to Alfano Motorcars to repair the sunroof. The service rep indicated that they would diagnose the problem and provide an estimate to repair for the charge of $120. At 11:45am, my daughter called the service rep to inquire about the car. The service rep indicated that they could not figure out what is wrong with the sunroof, and another customer had the exact same car and they repaired the sunroof estimating $2000 and it wound up costing $6000. Just to note, my car cost $5300. She was told that the car is ready for pickup.I am requesting the return of $120 because the promised deliverable for the service was not provided, a diagnosis and cost of repair for the sunroof. The option to investigate any further for an additional charge was not offered. We received nothing that was agreed to and promised. The service manager indicated that we received what is not wrong with it. Due to the abrupt treament by the service rep and the service manager, I am requesting the refund of payment rather than any further transaction.Desired Settlement: Refund the payment of $120 to the debit card used for payment due to service that was agreed to, a diagnosis and cost of repair for the sunroof, was not delivered.

Consumer

Response:

Review: 9941834

I am rejecting this response because:

I am the owner of the car. I called in advance inquiring about repairing the sunroof and was informed that it would cost $120 for diagnosis. When my daughter brought my car into the dealership, she was informed that it would cost $120 for diagnosis and if she was willing to have the work done, that it would be applied to the repair total.

This dealership needs to be true to their word. Provide the diagnosis for $120 or no charge. Since they did not provide the diagnosis, return $120. There was no offer made to provide a diagnosis for an additional fee. I have the phone records to validate that there was no calls from the dealership. When my daughter called they told her the car was ready. When she arrived she was informed that they couldn’t figure it out and another customer with the exact same car that had the same problem and they thought it would cost $2,000 to repair and it cost the customer $6,000 to repair it. The service manager told me the exact same story. Why didn’t they provide this story when my daughter brought the car initially.

If they would have indicated , over the phone when I called, or to my daughter when she brought the car for service, the cost to diagnose could be $120 or $420 or $2,000 or $6,000 or ???. They promised for $120 we will provide to the customer a diagnosis and cost estimate. She was not given an option to proceed to a diagnosis for additional funds. When I called and spoke to the service manager, Gene Cantrell, and had to hear him yell at me, and then when I requested to speak with the owner, he said bring the car back and we will provide a diagnosis and a cost estimate for no additional charge… why didn’t they do as they promised to begin with. Now after all of these repair horror stories and accusations from them what customer in their right mind would bring their car back there?

Basically, they thought they could rip off a 21 year old female and get away with it. They took the $120 and did not provide the diagnosis as they promised to her and to me over the phone. Sure, they have a document with my daughter's signature but that is after they tell her we can't figure it out for $120 and the same repair cost another customer $6,000. This is a dishonest business transaction. The promised delivery was not provided, return the money.

Regards,

Review: Alfano sold me a car knowing that has oil leaks problem. I purchased a BMW 2007 750 from Alfanoi on January 2, 2015. After driving the car less than 500 miles the engine light came on, so I went to the dealer and they added oil, then after driving less than 500 miles the engine light came on again. I took the car to the BMW dealer on January 13, 2015 and I was told that the car has sever oil leaks and it should have been noticed prior to selling the car from a dealer with good reputation. I told them that I have a warranty from Alfano and when they contacted the warranty company there were no record of such warranty. I contacted Brian at Alfano motors and he told me the warranty is only through them and I must bring the car from Sacramento to San Louis to have it checked and it could take a few days, I told him the reason I purchased the car from them is because they are a Mercedes dealer and I believed they wont cheat in selling bad cars and it is not feasible for me to drive to his dealership for the repair and knowing that the car has engine oil problem, he promised me to talk to the owner of the dealership and he will call me, as of this date noone called me. Furthermore, there was a problem with the only key the car came with and I was told its only the battery, I found out it was a bad key and I purchased another one at a cost of almost $500, I not asking for the key cost only for the oil repair. Attached is the car information and the BMW report. If you have any questions about the repair, please call [redacted] the service advisor.Desired Settlement: I request that Alfano contact the BMW dealer in Sacramento and repair the car.

Business

Response:

I received the notice regarding a complaint being filed against our company on February 12, 2015. I have read the customers statement enclosed with your letter and believe there are relevant facts which were omitted in their statements to your organization.The first inaccurate statement is the first line. I do not know what the customer is basing the accusation “sold me a car knowing that has oil leaks problem” on. If this statement were to be accurate, wouldn't the customer have been able to see the leak themselves? Or drips under the vehicle?Secondly, the vehicle in question is eight years old as was purchased as a “used" model with over 125,000 miles on the odometer. To provide confidence to our customers, Alfano Motorcars provides a 90-day powertrain warranty on every vehicle we sell. This warranty is listed on the vehicle when presented for sale, and again reviewed with a buyer during the transaction process. Lastly, the customer is given a printed copy of the warranty with their sales contract which clearly lists the components covered by the 90-day warranty.Per the customers statement, they took their vehicle to a dealership in Sacramento and were told the vehicle has “sever oil leaks”, I recall the customer calling our Service Department and requesting we compensate the dealership for performing the alleged oil leak repairs. We reviewed the terms and conditions of the warranty provided during the sale and determined the customers warranty does NOT cover seals or gaskets. The warranty, as pertains to the engine, covers the internally lubricated parts of the engine (such as the pistons), not fluid leaks or external components.To this date, the customer has not brought the vehicle to us for inspection. We need to inspect the customers concerns before any replacement parts covered under the warranty coverage can be authorized for replacement. This is a reasonable and commonplace practice in the automotive service Industry,Regards,[redacted]Parts & Service Director

Consumer

Response:

Review: 10440355I am rejecting this response because:

Thank you for your response. In your response you indicated:

The first inaccurate statement is the first line. I do not know what the customer is basing the accusation “sold me a car knowing that has oil leaks problem” on. If this statement were to be accurate, wouldn't the customer have been able to see the leak themselves? Or drips under the vehicle?

I am basing my accusation from the BMW Dealer in Sacramento and the constant oil leak, see attached from Roseville BMW Dwaler. The dealer told me the oil leak was noticable for a mechanic. I am not a mechanic and I did not even open the hood of the car because I assumed that I am buying a car from the Mercedes Dealer with reputation and I bought the car at night.

You also indicated:

Secondly, the vehicle in question is eight years old as was purchased as a “used" model with over 125,000 miles on the odometer. To provide confidence to our customers, Alfano Motorcars provides a 90-day powertrain warranty on every vehicle we sell.

Even if a car is 8 years old and has 125k miles on you should not sell it knowing it leaks oil,especially being a dealer who has the Mercedes logo on their dealership. I was told that the car has 90 days warrentey, but I was not told that the car must be serviced at Alfano only.

You indicated that engine leaks is not part of the engine, I really do not understand that.

Someone from you department, if you recall, told me they will have the owner call me back considering the fact that I live in Sacramento and the car leakes excessive oil and consider the fact this happened a few days after I bought the car.

Regards,[redacted]

Review: I entered into a contract with Alfano Motorcars to purchase a vehicle. After a couple of issues were resolved I proceeded to return a signed contract and then sent a certified check as form of payment. The sales manager called me the day the payment was sent, was extremely abusive, and told me that wire transfers were the only acceptable form of payment. This requirement was never mentioned to me or produced in writing. After the abusive phone call I spoke with finance manager who apologized for the mix up and said there would be no problem as long as the check was received the next day. I complied with this and the vehicle was sold out from under me.My issue is they sold a car that I was under contract to purchase when they had my money in hand.Desired Settlement: I would like a similar or better car to the one that was, at this point, stolen from me. I cannot ask them to be professional, as that time has past but a written apology from the sales manager, [redacted], would be nice as well. I am not a fan of being threatened and spoken to with such abusive language.

Consumer

Response:

Review: 9902068

I am rejecting this response because: