Complaint: 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 $for diagnosis When my daughter brought my car into the dealership, she was informed that it would cost $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 $or no chargeSince they did not provide the diagnosis, return $ 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,to repair and it cost the customer $6,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 $or $or $2,or $6,or ??? They promised for $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 year old female and get away with it They took the $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 $and the same repair cost another customer $6, 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 responseIn your response you indicated: The first inaccurate statement is the first lineI do not know what the customer is basing the accusation “sold me a car knowing that has oil leaks problem” onIf 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 DwalerThe dealer told me the oil leak was noticable for a mechanicI 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,miles on the odometerTo provide confidence to our customers, Alfano Motorcars provides a 90-day powertrain warranty on every vehicle we sell Even if a car is 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 dealershipI was told that the car has 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, I have read the customers statement enclosed with your letter and believe there are relevant facts which were omitted in their statements to your organizationThe first inaccurate statement is the first lineI do not know what the customer is basing the accusation “sold me a car knowing that has oil leaks problem” onIf 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,miles on the odometerTo provide confidence to our customers, Alfano Motorcars provides a 90-day powertrain warranty on every vehicle we sellThis warranty is listed on the vehicle when presented for sale, and again reviewed with a buyer during the transaction processLastly, the customer is given a printed copy of the warranty with their sales contract which clearly lists the components covered by the 90-day warrantyPer 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 repairsWe reviewed the terms and conditions of the warranty provided during the sale and determined the customers warranty does NOT cover seals or gasketsThe warranty, as pertains to the engine, covers the internally lubricated parts of the engine (such as the pistons), not fluid leaks or external componentsTo this date, the customer has not brought the vehicle to us for inspectionWe need to inspect the customers concerns before any replacement parts covered under the warranty coverage can be authorized for replacementThis is a reasonable and commonplace practice in the automotive service Industry, Regards, [redacted] Parts & Service Director
Complaint: 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 $for diagnosis When my daughter brought my car into the dealership, she was informed that it would cost $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 $or no chargeSince they did not provide the diagnosis, return $ 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,to repair and it cost the customer $6,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 $or $or $2,or $6,or ??? They promised for $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 year old female and get away with it They took the $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 $and the same repair cost another customer $6, 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 responseIn your response you indicated: The first inaccurate statement is the first lineI do not know what the customer is basing the accusation “sold me a car knowing that has oil leaks problem” onIf 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 DwalerThe dealer told me the oil leak was noticable for a mechanicI 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,miles on the odometerTo provide confidence to our customers, Alfano Motorcars provides a 90-day powertrain warranty on every vehicle we sell Even if a car is 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 dealershipI was told that the car has 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, I have read the customers statement enclosed with your letter and believe there are relevant facts which were omitted in their statements to your organizationThe first inaccurate statement is the first lineI do not know what the customer is basing the accusation “sold me a car knowing that has oil leaks problem” onIf 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,miles on the odometerTo provide confidence to our customers, Alfano Motorcars provides a 90-day powertrain warranty on every vehicle we sellThis warranty is listed on the vehicle when presented for sale, and again reviewed with a buyer during the transaction processLastly, the customer is given a printed copy of the warranty with their sales contract which clearly lists the components covered by the 90-day warrantyPer 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 repairsWe reviewed the terms and conditions of the warranty provided during the sale and determined the customers warranty does NOT cover seals or gasketsThe warranty, as pertains to the engine, covers the internally lubricated parts of the engine (such as the pistons), not fluid leaks or external componentsTo this date, the customer has not brought the vehicle to us for inspectionWe need to inspect the customers concerns before any replacement parts covered under the warranty coverage can be authorized for replacementThis is a reasonable and commonplace practice in the automotive service Industry, Regards, [redacted] Parts & Service Director