We had our first experience with Falvey's Motors in when we met salesman Darnell W*** and purchased a new *** *** *** In we traded this in for a new 2014, same model In Decwe brought the car in for a recall and had just had a nice call from Darnell wishing us well and saying hello When picking up our car from service, we decided to see what was on the lot, and to our surprise, we traded our on a new on the spot This dealership is terrific in both sales and service areas and we recommend it to anyone interested in a very pleasant car-buying experience
We here at Falvey’s sympathize with *** *** about her vehicle issues. We in no way intended to suggest that *** *** did not maintain her vehicle. We simply were trying to address all of the issues in the complaint
I will mail a copy of the Extended Warranty *** *** signed for, to her today for her records
Unfortunately, as I stated previously, we have procedures that need to be followed prior to doing a repair that are out of our hands. If we can not produce evidence to substantiate the need for such repair are hands are tied
We are sorry for the ill feelings this experience has caused *** ***, which was never our intent. I believe *** *** will find that any dealership will have to abide by the same procedure
Hopefully they will be able to help her with her concerns
Sincerely,
*** ** ***
Service Director
Response: We have been in contact with the customer and have resolved this to 100% satisfactionWe will be repairing the bumber and providing a loaner car for the few
days that the repair will requireShould you have any questions or need further assistance please feel free to contact me*** *** Sent on: 8/19/4:40:PM
Not the type of place you want to do business with very dishonest. Went there two times to look at a used car and decided to buy it. I spent more than four hour there in total. They never mentioned anything about the car we were buying to be sold as is until we went to pick up car. I asked them tout something in writing that they would fix anything if it did not pass a state inspection. The sales manager, Bob is rude and told me he would do nothing and I already owed the car and it was my problem now. Not a very professional place!!!
Complaint: [redacted]
I am rejecting this response because:
Extended Warranty - I purchased the car at night after hours. I was told the information would be forwarded to me when the company was open for business. It was not forwarded.
I ALWAYS do maintenance on the vehicle. Brakes were recently replaced. The tires - which were planned to be replaced before the transmission issue - were replaced on 7/26. I have regular oil changes. To suggest that I do not take preventive measures or act on services that are needed is inaccurate. I will not pay for or allow something done to the car that does not make sense.
The "winding" noise that Falvey's is referring to should be gone if this was due to the air filter. (The air filter had been replaced on 11/2013.) PLEASE REFER TO THE ATTACHED MP4 SHOWING THE CAR IS STILL MAKING THE WIND UP NOISE THAT HAS BEEN AN ISSUE SINCE 7/2013.
Since I am not aware of what information is forwarded from the service rep to the automotive tech, I am unsure what information the tech received. The information that I gave the rep was that the transmission overheat light came on on two separate occasions. The car had been driven FOR EXTENDED PERIODS, WHEN THE AIR TEMPS WERE AROUND 90, AND THE A/C WAS ON. EVEN WHEN THE TRANSMISSION IS NOT OVERHEATING, THE CAR HAS A WIND UP SOUND WHEN ACCELERATING, WHEN THE CAR IS WARM FROM DRIVING. When I picked up the car, the car had only been driven 20 miles total, mostly in the am hours. The a/c was also turned off. I also told the rep that the information I received from [redacted] was that the TRANSMISSION FLUID WAS DISCOLORED, NOT DIRTY.
If the tech was not able to work on the car as stated that it would be, then that information should be passed along to the owner. When I made the appointment for service on Wednesday, I was told the car would be looked at on Friday. I did not receive any calls saying the tech was not available. I had to call the service dept on Monday when I was told there was nothing wrong with the car. When I said that was not possible, I was told the car would be driven from Norwich to Plainfield over night. The next day, Tuesday, I was told that the fluid could be changed. AT NO TIME, was I told that filters would be changed or that any type of testing would be done on the cooler exchange. I was told the car would BE READY ON WED OR THURSDAY. On Thursday, I HAD TO CALL AT 3:30PM TO SEE IF MY CAR WAS READY. I was amazingly told that no work had been done to car! How is this competent, reliable, trustworthy service?
At this point, I do not believe Falvey's is capable of providing service or making right their poor service. I am not looking for free service. I was, and still am, willing to pay out of pocket for work that is actually needed. I AM LOOKING FOR FALVEY'S TO MAKE RIGHT THE POOR SERVICE, AND LACK OF SERVICE. I will make sure that my opinion of Falvey's poorly performing service dept is heard in reviews. While Falvey's may not be willing to make right this very poor service, I will make sure that friends, family, and anyone who will listen, does not make the same mistake I did by using Falvey's service dept.
Since my car is still in need of service, and unsafe, the car will be taken to another dealership.
Sincerely,
[redacted]
Complaint: 10138761
I am rejecting this response because:
To have the car serviced, I was required to rent a car. I was led to believe this would be covered by the 3rd party warranty coverage. I am unable to verify this information since the terms of the extended warranty were never provided to me by Falvey's.
I have attached an invoice from 7/2013 showing this car was presented to Falvey's for the same issue.
When the transmission overheat symbol lighted on two separate occasions, I brought the car to [redacted]. It took the garage less than an hour to read the error codes. [redacted] then spoke with the extended warranty company and verified that I needed to have the work performed at the original dealership since the car was within 40 miles. [redacted] confirmed with Falvey's that the work could be performed there, then recommended that I transport the car to Falvey's. [redacted] did not charge to read the codes or for the advice.
After the car sat for 6 days at Falvey's without being looked at, I was told the codes could not be reproduced, and therefore, there was not an issue. When I rejected this and stated my dissatisfaction, I was told that I could have the transmission fluid replaced. If that did not fix the issue, then the radiator would need to be replaced. I was told the fluid was covered by warranty and would be ready for pickup in 1-2 days. I called Falvey's after not hearing from them for another 2 days. I was told that the work had not been completed and would not be covered by warranty.
At this point I informed Falvey's that I was not satisfied with this service and to return my car. In order to get my car back I was required to pay the amount demanded. At no time did I agree with the service, diagnosis, or customer service of the service manager.
It is my understanding from speaking with [redacted] and researching the exact issue that replacing the radiator will not help this issue. (The manual states that the fluid should only be changed if the car is used as a taxi or other high mileage usage.) The issue with the [redacted] is the Transmission Cooler Exchange. I have spoken with [redacted] and confirmed that my car has the transmission cooler exchange located outside of the transmission, not in the radiator. The information supplied by Falvey's does not address this issue, nor does the invoice match the response to the Revdex.com.
The invoice also states that road noise is being heard from either chopped tires or possible wheel bearings. No other information is provided. I think this would be a safety issue that needs to be addressed.
Falvey's service department has cost me $323 in rental fees and $110 in diagnostic fees. Allowing the car to sit for a week, while they knew the rental fees were adding up, is unreasonable and unacceptable. The "diagnosis" was nothing more than a brush-off. The codes were erased without supplying documentation for further reference. I paid the fee even though no service had been performed as this was the only way to get my car back. Falvey's did not supply any service.
At this time we have reached out to the customer to have him bring in the vehicle to inspect it and resolve the issue however the customer has made no attempts to return the call. We would like to inspect the rotors to see if infact they had not been turned. we would like to resolve this...
situation as soon as possible however if the customer doesn't respond we cannot address this.
First and foremost there has never been any so called dishonest communication or treatment of this customer. Secondly when the referenced vehicle service agreement was reported to ([redacted]/[redacted]) it was coded incorrectly. as of 3/16/2016 has been corrected and [redacted]...
[redacted] has been notified of this, and as of this date we consider this matter to completed and closed.
we never received any response from the customer after we reached out to him to discuss specifically bringing in the vehicle to bring it in for inspection. As we stated before we would like to resolve this situation as soon as possible. Mr. Mauri only needs to call us to make arrangements to bring in the vehicle to the shop for inspection so we can look into his problem with it.
July 22, 2014
0in 0pt;" class="MsoNormal">
The vehicle was brought in to be diagnosed for transmission temperature code diagnosis shifting concern and wind up noise. The technician found the air box not closed properly making a winding noise. The transmission temperature overheat cause is a cooler issue with the radiator. The transmission needs to be serviced with a new filter and a fluid flow test of the cooler. If it passes the test we would flush it, if it fails the flow test it would require a radiator replacement. The radiator and transmission service is not covered by the extended or the factory warranty.
The customer signed the ticket for the diagnosis. We cannot assume that what she was told elsewhere was correct.
The customer was given an estimate for the needed repairs and declined.
[redacted]
Service Director
Revdex.com Complaint # [redacted]
First [redacted] was not required to rent a car; she chose to rent a car.
The fact that the problem with the car was not under warranty was unforeseeable until the vehicle was diagnosed.
After reviewing [redacted]’s file she did sign her Extended Warranty form and was provided a copy.
In July 2013 whining noise could not be duplicated customer was advices it my be an idler or tension pulley starting to make noise.
As stated preciously Falvey’s can not take [redacted] readings to [redacted], we need to diagnose at Falvey’s. Based on [redacted] complaint only a level 3 technician is authorized for those repairs, a level 3 technician was not available to look at the vehicle until Monday the 14th the vehicle was written up on the Wednesday the 9th. So due to the fact that our service department is closed on the weekend there was a two day wait, not six.
As stated in my previous response these error codes [redacted] says [redacted] read could not be duplicated. The technician found the air box open which was making a winding noise. [redacted] told us the transmission fluid was dirty. We explained it needed to be serviced. She did not want to do that. This is normal maintenance that is not covered under any warranty. The tires are also normal maintenance but [redacted] did not want that corrected either.
As for speaking with “[redacted]”, we are required to produce an error code for warranty work with “[redacted]” which we were not able to produce; therefore no warranty work could be performed.
At this point I am not sure what [redacted] expects from us other than free service.
[redacted]
Service Director
Complaint: [redacted]
I am rejecting this response because:
"coded incorrectly" it was reported to [redacted] as a dealer incentive that customer paid zero for. I paid 1888$ plus tax.
[redacted] /[redacted] told me falveys is being cited for this and they had wrong doing on their part but it is being done internally .
if course when this matter came up falveys quickly called [redacted] and had it changed to customer paid.
Sincerely,
[redacted]
We had our first experience with Falvey's Motors in when we met salesman Darnell W*** and purchased a new *** *** *** In we traded this in for a new 2014, same model In Decwe brought the car in for a recall and had just had a nice call from Darnell wishing us well and saying hello When picking up our car from service, we decided to see what was on the lot, and to our surprise, we traded our on a new on the spot This dealership is terrific in both sales and service areas and we recommend it to anyone interested in a very pleasant car-buying experience
We here at Falvey’s sympathize with *** *** about her vehicle issues. We in no way intended to suggest that *** *** did not maintain her vehicle. We simply were trying to address all of the issues in the complaint
I will mail a copy of the Extended Warranty *** *** signed for, to her today for her records
Unfortunately, as I stated previously, we have procedures that need to be followed prior to doing a repair that are out of our hands. If we can not produce evidence to substantiate the need for such repair are hands are tied
We are sorry for the ill feelings this experience has caused *** ***, which was never our intent. I believe *** *** will find that any dealership will have to abide by the same procedure
Hopefully they will be able to help her with her concerns
Sincerely,
*** ** ***
Service Director
Response: We have been in contact with the customer and have resolved this to 100% satisfactionWe will be repairing the bumber and providing a loaner car for the few
days that the repair will requireShould you have any questions or need further assistance please feel free to contact me*** *** Sent on: 8/19/4:40:PM
Not the type of place you want to do business with very dishonest. Went there two times to look at a used car and decided to buy it. I spent more than four hour there in total. They never mentioned anything about the car we were buying to be sold as is until we went to pick up car. I asked them tout something in writing that they would fix anything if it did not pass a state inspection. The sales manager, Bob is rude and told me he would do nothing and I already owed the car and it was my problem now. Not a very professional place!!!
Complaint: [redacted]
I am rejecting this response because:
Extended Warranty - I purchased the car at night after hours. I was told the information would be forwarded to me when the company was open for business. It was not forwarded.
I ALWAYS do maintenance on the vehicle. Brakes were recently replaced. The tires - which were planned to be replaced before the transmission issue - were replaced on 7/26. I have regular oil changes. To suggest that I do not take preventive measures or act on services that are needed is inaccurate. I will not pay for or allow something done to the car that does not make sense.
The "winding" noise that Falvey's is referring to should be gone if this was due to the air filter. (The air filter had been replaced on 11/2013.) PLEASE REFER TO THE ATTACHED MP4 SHOWING THE CAR IS STILL MAKING THE WIND UP NOISE THAT HAS BEEN AN ISSUE SINCE 7/2013.
Since I am not aware of what information is forwarded from the service rep to the automotive tech, I am unsure what information the tech received. The information that I gave the rep was that the transmission overheat light came on on two separate occasions. The car had been driven FOR EXTENDED PERIODS, WHEN THE AIR TEMPS WERE AROUND 90, AND THE A/C WAS ON. EVEN WHEN THE TRANSMISSION IS NOT OVERHEATING, THE CAR HAS A WIND UP SOUND WHEN ACCELERATING, WHEN THE CAR IS WARM FROM DRIVING. When I picked up the car, the car had only been driven 20 miles total, mostly in the am hours. The a/c was also turned off. I also told the rep that the information I received from [redacted] was that the TRANSMISSION FLUID WAS DISCOLORED, NOT DIRTY.
If the tech was not able to work on the car as stated that it would be, then that information should be passed along to the owner. When I made the appointment for service on Wednesday, I was told the car would be looked at on Friday. I did not receive any calls saying the tech was not available. I had to call the service dept on Monday when I was told there was nothing wrong with the car. When I said that was not possible, I was told the car would be driven from Norwich to Plainfield over night. The next day, Tuesday, I was told that the fluid could be changed. AT NO TIME, was I told that filters would be changed or that any type of testing would be done on the cooler exchange. I was told the car would BE READY ON WED OR THURSDAY. On Thursday, I HAD TO CALL AT 3:30PM TO SEE IF MY CAR WAS READY. I was amazingly told that no work had been done to car! How is this competent, reliable, trustworthy service?
At this point, I do not believe Falvey's is capable of providing service or making right their poor service. I am not looking for free service. I was, and still am, willing to pay out of pocket for work that is actually needed. I AM LOOKING FOR FALVEY'S TO MAKE RIGHT THE POOR SERVICE, AND LACK OF SERVICE. I will make sure that my opinion of Falvey's poorly performing service dept is heard in reviews. While Falvey's may not be willing to make right this very poor service, I will make sure that friends, family, and anyone who will listen, does not make the same mistake I did by using Falvey's service dept.
Since my car is still in need of service, and unsafe, the car will be taken to another dealership.
Sincerely,
[redacted]
Complaint: 10138761
I am rejecting this response because:
To have the car serviced, I was required to rent a car. I was led to believe this would be covered by the 3rd party warranty coverage. I am unable to verify this information since the terms of the extended warranty were never provided to me by Falvey's.
I have attached an invoice from 7/2013 showing this car was presented to Falvey's for the same issue.
When the transmission overheat symbol lighted on two separate occasions, I brought the car to [redacted]. It took the garage less than an hour to read the error codes. [redacted] then spoke with the extended warranty company and verified that I needed to have the work performed at the original dealership since the car was within 40 miles. [redacted] confirmed with Falvey's that the work could be performed there, then recommended that I transport the car to Falvey's. [redacted] did not charge to read the codes or for the advice.
After the car sat for 6 days at Falvey's without being looked at, I was told the codes could not be reproduced, and therefore, there was not an issue. When I rejected this and stated my dissatisfaction, I was told that I could have the transmission fluid replaced. If that did not fix the issue, then the radiator would need to be replaced. I was told the fluid was covered by warranty and would be ready for pickup in 1-2 days. I called Falvey's after not hearing from them for another 2 days. I was told that the work had not been completed and would not be covered by warranty.
At this point I informed Falvey's that I was not satisfied with this service and to return my car. In order to get my car back I was required to pay the amount demanded. At no time did I agree with the service, diagnosis, or customer service of the service manager.
It is my understanding from speaking with [redacted] and researching the exact issue that replacing the radiator will not help this issue. (The manual states that the fluid should only be changed if the car is used as a taxi or other high mileage usage.) The issue with the [redacted] is the Transmission Cooler Exchange. I have spoken with [redacted] and confirmed that my car has the transmission cooler exchange located outside of the transmission, not in the radiator. The information supplied by Falvey's does not address this issue, nor does the invoice match the response to the Revdex.com.
The invoice also states that road noise is being heard from either chopped tires or possible wheel bearings. No other information is provided. I think this would be a safety issue that needs to be addressed.
Falvey's service department has cost me $323 in rental fees and $110 in diagnostic fees. Allowing the car to sit for a week, while they knew the rental fees were adding up, is unreasonable and unacceptable. The "diagnosis" was nothing more than a brush-off. The codes were erased without supplying documentation for further reference. I paid the fee even though no service had been performed as this was the only way to get my car back. Falvey's did not supply any service.
Sincerely,
[redacted]
At this time we have reached out to the customer to have him bring in the vehicle to inspect it and resolve the issue however the customer has made no attempts to return the call. We would like to inspect the rotors to see if infact they had not been turned. we would like to resolve this...
situation as soon as possible however if the customer doesn't respond we cannot address this.
Thank you
[redacted]
Service
Falveys Motors
First and foremost there has never been any so called dishonest communication or treatment of this customer. Secondly when the referenced vehicle service agreement was reported to ([redacted]/[redacted]) it was coded incorrectly. as of 3/16/2016 has been corrected and [redacted]...
[redacted] has been notified of this, and as of this date we consider this matter to completed and closed.
we never received any response from the customer after we reached out to him to discuss specifically bringing in the vehicle to bring it in for inspection. As we stated before we would like to resolve this situation as soon as possible. Mr. Mauri only needs to call us to make arrangements to bring in the vehicle to the shop for inspection so we can look into his problem with it.
[redacted]
Service
[redacted]
July 22, 2014
0in 0pt;" class="MsoNormal">
The vehicle was brought in to be diagnosed for transmission temperature code diagnosis shifting concern and wind up noise. The technician found the air box not closed properly making a winding noise. The transmission temperature overheat cause is a cooler issue with the radiator. The transmission needs to be serviced with a new filter and a fluid flow test of the cooler. If it passes the test we would flush it, if it fails the flow test it would require a radiator replacement. The radiator and transmission service is not covered by the extended or the factory warranty.
The customer signed the ticket for the diagnosis. We cannot assume that what she was told elsewhere was correct.
The customer was given an estimate for the needed repairs and declined.
[redacted]
Service Director
Revdex.com Complaint # [redacted]
First [redacted] was not required to rent a car; she chose to rent a car.
The fact that the problem with the car was not under warranty was unforeseeable until the vehicle was diagnosed.
After reviewing [redacted]’s file she did sign her Extended Warranty form and was provided a copy.
In July 2013 whining noise could not be duplicated customer was advices it my be an idler or tension pulley starting to make noise.
As stated preciously Falvey’s can not take [redacted] readings to [redacted], we need to diagnose at Falvey’s. Based on [redacted] complaint only a level 3 technician is authorized for those repairs, a level 3 technician was not available to look at the vehicle until Monday the 14th the vehicle was written up on the Wednesday the 9th. So due to the fact that our service department is closed on the weekend there was a two day wait, not six.
As stated in my previous response these error codes [redacted] says [redacted] read could not be duplicated. The technician found the air box open which was making a winding noise. [redacted] told us the transmission fluid was dirty. We explained it needed to be serviced. She did not want to do that. This is normal maintenance that is not covered under any warranty. The tires are also normal maintenance but [redacted] did not want that corrected either.
As for speaking with “[redacted]”, we are required to produce an error code for warranty work with “[redacted]” which we were not able to produce; therefore no warranty work could be performed.
At this point I am not sure what [redacted] expects from us other than free service.
[redacted]
Service Director
Complaint: [redacted]
I am rejecting this response because:
"coded incorrectly" it was reported to [redacted] as a dealer incentive that customer paid zero for. I paid 1888$ plus tax.
[redacted] /[redacted] told me falveys is being cited for this and they had wrong doing on their part but it is being done internally .
if course when this matter came up falveys quickly called [redacted] and had it changed to customer paid.
Sincerely,
[redacted]