Armstrong Tree & Gutter Service Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your
reference, details of the offer I reviewed appear below.We are rejecting the response from Tempe Kia for the same reasons stated in the original complaintWe are not complaining because the part is out of warranty but because the same major part from the manufacturer failed after 29,miles and again now after 25,miles.That it had a 12,/ 12month warranty sounds like that was all the company expected it to lastThat is completely unacceptable in a major auto brandWe expect it to be fixed at no charge
Regards,*** ***

We dealt with Tempe Dodge for hours over a vehicleAfter agreeing to a price and completing the paperwork, we were getting ready to sign the paperwork when we were told the vehicle was a special purchase and already was soldThis dealership could not figure out one of their vehicles had been sold for hoursVery unprofessionalWill not go back and would not recommend them to anyone

My wife, daughter and I show up at 5:30pm, as we pull up Gerald is pulling up the Kia Sorento we agreed to buy, it was still dirty (should have been my first clue)He got out of the car, and the first thing he says while shaking my hand is, “After yesterday, you and I better be best friends!” Then he wanted us to take it for a test drive to “Make Sure it’s what we wanted”, and he also had us move our car seat to this carI gave him the keys to our Jeep and said, “Here, let’s get your GM to look at the Jeep while we are test driving.”
When we return and head inside, Gerald asks for the payoff amount, at this point we have already verbally agreed on the deal, I have already filled out the credit app online and signed the document giving them the ability to pull my credit and authorization to pull this information, so we are a little confused as to why they hadn’t done all of this alreadyNext a Sales Manager, Scott, comes out to explain how the incentives works, I told him I understand how the incentives work, and asked why we were going over this information when we had an agreed upon deal from the day before? He said they like to be transparent at Tempe Kia
Then Dimitri comes out with a piece of paper all car buyers see during the beginning part of working a car deal, and he says, okay here’s where we are at, and showed us a deal that was at a higher interest rate, and higher monthly payment than we had agreed on just the day beforeI told him, that’s not what we agreed to yesterdayAt this point, I’m getting pissed off that they agreed to a deal and now they are trying to pull a fast one and back outI told him, first off the trade information is wrong, you said you would pay off the loan on my Jeep and you are about below that hereHe agrees and walks away and comes back with an updated form, but it was still wrongAt this point, I’m about to walk out (which they made difficult to do since they had my keys for their GM to look at my trade and Gerald had us put our car seat for my year old in the Sorento for the test drive…“You’re going to put it in there anyway…”) I asked what happened to the deal we agreed to yesterday, as I show him the photos from GeraldDimitri comes back and says, “Well that deal was with your own financing, you kept saying “I can get for 72” that meant you would get incentive on your own (I never once during the whole process said I would bring my own financing, I only referenced the current offer Kia was advertising)He says to get the KIA you only get incentive which takes the price upI told him, I never once said I had my own financing (at this point Dimitri is yelling with his hand in my face on the sales floor of Tempe Kia, basically calling me a liar right in front of my wife and year old daughter, I’m yelling back just to hear myself over Dimitri)I told him this is bad business and I wanted the keys to my Jeep and I need to remove the car seat from the back of the SorentoDimitri proceeds to stand up, throw a pen and yell back to the little glass roomMy wife is scared and embarrassed, so she decides to take our daughter out to our other vehicle and waitAs I’m waiting on the keys to our Jeep, I am pacing, I’ve never been treated so poorly by any type of sales department in my whole lifeThis is supposed to be an exciting time for a familyHow can a company treat people like this? How can an employer allow an individual to speak to someone in such an awful manner?
Next thing I know, Scott the Sales Manager, who came out earlier to talk about how incentives worked, returns with another piece of paperIt’s basically the original deal I agreed to over the phone the day beforeIt was about $dollars higher but basically the same(1.9% for 72, with a slightly higher monthly payment) At this point, I don’t know if I even want the vehicle anymore but it’s the deal my wife and I agreed to and it was a really good price for the SUV we wantedI stepped outside and spoke to my wife, she would only agree to return as long as Dimitri was no longer going to speak with usI returned to tell Scott, he had a deal but I didn’t want to speak with Dimitri again, while mentioning that this is a horrible business practice and shady behavior
At about 7pm, an hour and a half after my wife, daughter and I showed up to what we thought would have been the time we would be heading home to put our daughter to bed, Gerald tells us to head up to the main building where the finance department is, and that he would get us in and out of there in about minutesWe take a seat in the waiting room (in the children’s section which had a few toys, all of which were covered in black grime) and wait, and wait, and waitAt 8pm, I send Gerald another text, “How much longer?” I get back “2mins”… at 8:30, Brent the Finance Manager is ready for usBrent was fantastic, got us in and out in about minutesHe was open and honest and I told him what had happened and he was very open about how this shouldn’t have happened and how sorry he was, and even mentioned that what took so long was fixing all of their mistakesEven Gerald apologized, and told us that he was embarrassed, and that this is not how he does business
In the end, we get the car we wanted and the deal we wanted but I will NEVER recommend this dealership to any of my friends or familyWe had some positives, but as long as Dimitri works for this dealership, stay away… because, this may happen to you, this wrongful, shady business practice to get people in the door and then tell them sorry, we can’t get you the deal we spoke about the day beforeThank goodness, I made Gerald send me photos or this would have been a real waste of my time
The next day I was contacted by a “higher up.”, GilbertWhen he heard what happened, he offered to give us an extra feature of our choosing that we would like added to our car, in order to avoid a negative review from usWe were pleased that someone at this place wanted to take steps to better our experienceWe asked for a modest feature, and he said he would work on it, and call us backHe called back to say they would pay for half of the feature and we could pay the other halfI told him it was all or nothing, and he ended up calling back to say they would not add the feature, so we were pretty confused as to why they would make that offer, if they had no intentions of fulfilling itThe least we could expect is for the dealership to issue a written apology for their employee’s behavior, but I don’t think that will happen either
Oh well… Thanks for the deal, I guess

This letter is in response to Mr***’s concerns about his Jeep Grand CherokeeWe have taken his concerns very seriously and have performed repairs to address those concerns under the guidelines established by JeepAs a franchised dealership we must follow the diagnosis and repair
guidelines set forth by Chrysler Corporation.
For example, we cannot remove all of the interior trim of a vehicle and add foam tape to the body without justified reasonsWe are solely permitted to remove panels and perform repairs only for an active rattleOur service advisor, *** Cox, test drove the vehicle with Mr*** was under the impression that the issue with the rattles had been resolvedI see that he states that there are still rattles coming from the rear of the vehicle and the lift gateWe will be more than happy to take another look at the vehicle and drive it with Mr*** to try to isolate the problem
As to the problem with a check engine light coming on several times, there are many situations that can trigger the Check Engine lightWe use the latest diagnostic equipment available to find the root cause and correct itAs per the manufacturer, we are first to update all modules, reset the light and drive the vehicle, which resulted in the first repairThen the check engine light came back on with a code showing an evaporative leak at the fuel tankWe proceeded to replace the tank, reset the light, and drove the vehicleWhen the check engine light came on for the third time, we had a completely different code arise which was for the crankshaft sensorThere are, however, too many parts that can set a check engine light (including leaving a gas cap loose), and each component needs to be checked separatelyUnfortunately we must deal with Check Engine light situations one at a time because there are so many variables involved
As far as Mr***’s desired resolution of getting another like vehicle to replace his current vehicle, that decision rests solely with Chrysler Corporation and their determination on whether Mr***’s vehicle would qualify as a lemon under the Lemon LawIf this is the course he chooses, he must contact Chrysler directlyAll the pertinent information is included in the owner’s packet
Meanwhile, we will be glad to assist Mr*** with any of his concerns with his vehicleHe has been a loyal customer and we want to do our best to resolve the issues with his vehicle
Sincerely,*** ***

To whom it may concern,
We performed [redacted] recall N38, which is to replace the active head restraints control module. This module is located in the center console, no where near where the customer says we cracked the dash. It appears to be cracked on the seam and there is no...

damage near that area. The vehicle is out of factory warranty. It no longer has converage to repair the dash. We have a picture of the area of concern if you would like us to send it.

Not a pleasant experience dealing with some of their employees including their GSM. Rather than take the side of her customers, she takes the side of her employees which encourages them to act out because they know their GSM will believe them over the customers word. Sure not every customer is nice, but in a customer experience driven environment, you would think they would hold more value in listening to the concerns brought to their attention by their customers, especially those who have already purchased from them. Their finance managers also run a bait and switch practice which is very unethical and appalling. I will never purchase another vehicle from them again.

I brought my 2005 Dodge Ram truck in for the airbag recall a couple of weeks ago. They did replace that as part of the recall. When I got the truck back, a couple of days later when driving the truck, the airbag light would flash on, ding and then go off. This happened periodically when driving. I called them back and they had me bring it back in. I did that on Monday 7/27/2015. I got a call later in the day that they had been in an accident with my truck in their parking lot. They said they scraped up against a flat bed tow truck and had "scratched" the front passenger fender. It was going to take a day or 2 to fix that and then they would continue to work on the airbag issue. I got a call back from them at the end of the day saying they would need about another week to get the truck fixed. I asked why and wanted pictures sent to me. They said it was just going to take longer and they would send me the pictures. I never received any pictures after calling back to ask again and I decided to drop in and just see for myself. I went in there after work and found out that the truck had to be sent to a body shop in [redacted] as they didn't have a body shop - first off that makes me mad as they never disclosed that they were driving it off their lot. Then they gave me the body shops card and I called them. I found out that the damage was so bad that they had to have a fender ordered to replace the one they crashed and that the front passenger door was hit too and needed repaint. The body shop was nice enough to send me the pictures of the damage. The truck came back from body work on Wednesday 8/5/2015 and I dropped by to look at it since the truck is old and the original paint was faded, I wanted to see how well it looked. Well the new paint (front fender and door) now looks like it was repainted as it doesn't match the back door or hood. I told them about this and they were going to "check" on what could be done. Yesterday (8/6/2015) I got a call from the Assistant Svc Mgr and he was telling about how the airbag light was due to a control module that was unrelated to what they did. REALLY!? This control module is what triggers the new airbag they installed so tell me how it's unrelated? I argued with them a bit about this but he told me since all of the issues with the truck they would replace that (after they get the part next week sometime) at no charge. I was happy about that since I still think it IS related. Then I asked what they were going to do about the paint - he said he hadn't looked at it but that they can't really do anything about that. REALLY?! So you crash my truck and don't want to try and make it look at least decent? I am NOT HAPPY with [redacted] Dodge and how they are treating this. I asked for some form of compensation then if they are not going to make it look right - he told me they were compensating me by fixing the air bag light (that they caused in the 1st place). I am NOT HAPPY with this and feel like I'm getting shafted by this dealer and want everyone to know that they are not standing up for their problems they caused - they should be ashamed of themselves. Crash my truck and not try to fix it right...

Tempe Dodge is working with the customer directly to resolve this issue. We have been in contact with Tara Johnson and have scheduled a time for her to bring her vehicle in for repairs. Tempe Dodge will update Revdex.com of the outcome once the repair has been made.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. When I took my vehicle in for service on the day in question, there was no damage to my vehicle, when I received my vehicle back, the airbag/cover was damaged. Just because they weren't working on that specific area of my jeep, doesn't mean they couldn't have inadvertently caused this damage. I think they know they damaged my vehicle, this is why they never contacted me back when they told me they would. 
Regards,
[redacted]

We sold this vehicle in November 2104 with about 3,000 miles on the odometer. Nearly 10 months and 16,000 miles of driving later we were informed of the crack in the transmission. Although we did not feel that the crack in the transmission was present when we sold the vehicle, we decided to help...

out the customer and we replaced the transmission at no charge to her. She has her vehicle back and this should close the issue. Thanks for your time. ?

We contacted Ms. [redacted] directly and worked with her on a resolution.  We agreed to her request for a partial reimbursement of $1,150.  Ms. [redacted]...

picked up her check at the end of last week.  It is our understanding that she is now satisfied.  Please feel free to contact me if any additional documentation is needed.Michelle F[redacted]
General Sales Manager at Tempe Dodge Chrysler Jeep Ram
[redacted]

Today is August 1st, 2016.......This date is significant because, On June 18th, 2016, I referred my son-in-law to Tempe Chrysler Dodge Ram dealership to purchase a 2016 vehicle from William "Bill" Va[redacted] - salesman who promised a referral fee of $200. This referral fee amount, $200, was the consistent amount for the 3 times before that I referred my sister-in-law, my wife, and son to this same dealership, until June 18th, 2016! After several calls to William "Bill" Va[redacted] and his manager - Shane, a visit back down to the dealership to speak with another manager - Greg, who left messages for the manager - Shane, and emails to the General Manager - Mike B[redacted], I have still not received the $200 referral fee promised by William "Bill" Va[redacted] on June 18th, 2016! After 20+ years as a College Professor in The Business & Information Technology Department, I have not been mislead by an organization like I have by this dealership! My ALERT to ALL POTENTIAL CUSTOMERS IS, "DO NOT DO BUSINESS WITH TEMPE CHRYSLER JEEP DODGE RAM!" They will not live up to what they tell you they will do! As customers, we have a choice where we bring our business and when you are not valued as a customer, you take your business to other businesses that appreciate you! Be VERY VERY CAREFUL WHEN YOU DO BUSINESS WITH THIS DEALERSHIP, THEY ARE NOT TRUSTWORTHY!!!

Please see the attached file with our response to the complaint and all corresponding documentation.  I will also fax the same documents to ([redacted] in case there are any issues opening the file.  Please feel free to contact me...

with any questions or if any additional documentation is needed.Michelle F[redacted]
General Sales Manager
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We are rejecting the response from Tempe Kia for the same reasons stated in the original complaint. We are not complaining because the part is out of warranty but because the same major part from the manufacturer failed after 29,832 miles and again now after 25,082 miles.That it had a 12,000 / 12month warranty sounds like that was all the company expected it to last. That is completely unacceptable in a major auto brand. We expect it to be fixed at no charge.
Regards,[redacted]

Tell us why here... The Kia service manager spoke with Kia this AM before this response and we made our argument for the customer and Kia has agreed to pay for the part and we the dealer will perform the replacement for our cost approx 100.00 customer was contacted by Kia service manger and customer will get back to him as to when to proceed. We acted as a advocate for our customer and we feel Kia made the correct response in offering some goodwill for our customer.

On 9/28/2016 my wife & I went to Tempe Kia with the printout of a 2014 Kia Sorento they had listed for sale on their website. It had all the expected information, (stock number, Vin, mileage, price, etc). The first salesman, (Jason), claimed he couldn't find the vehicle and tried to sell us a different 2014 with more miles and a higher price. We said no, we wanted the one they advertised. Then he decided that one was not actually "for sale" yet because it hadn't gone through inspection or "prep". Then a second salesman comes out and tries to sell us a 2016. Again, we said no, we one the one you advertised & showed him the printout. He also stated it wasn't actually "for sale" yet and when it was, it would be for a higher price than what was published. I told him that was classic "bait-and-switch" and that they had to sell the car for the published price. He left and a 3rd salesman came over as we were getting ready to leave & tried to sell us a 3rd car. They would not allow us to buy, or even see the advertised car. We even offered to put a deposit on the car so when it came out of inspection we could purchase it & they refused.

I have already filed a complaint with Revdex.com and Kia corporate. When I was on the phone with Kia, they went to the website and looked to see if the car was still there. It was there but the price had gone up $3100.00 from the previous day. The ad now states: "was $15.848, NOW $18,987". What kind of it does that? Kia couldn't believe it either.

I am a very happy Kia owner and have had 3 so far so I am not holding any of this against Kia, it is all the shady dealings of this dealership.

I bought a car ([redacted]) about a month ago at Cars of All Kinds, and the overall experience was very pleasant. The owner of the business, Rolly, sounded very nice (he even helped me a couple of weeks after the deal was done when I looked for a small car related item), the price of the car is reasonable with good quality and the car is very clean. I'm very happy for what I bought. My experience told me that it a decent business, and I will go back again if I need another car in the future.

[redacted], I am sorry for the confusion about the $25 gift card offer on our website. I went into the system and I could not find your name listed as having registered for the offer. The whole system is automated and pretty simple actually. I am sorry the [redacted] did not walk you through the...

process. Please go onto the website and register and I will follow up and get the card issued to you. This is all handled by a third party company, not by us here at the dealership. Please email me at [redacted] when you have registered and I will make sure you get the card. Thanks, [redacted]

RE: ID #[redacted]To Whom It May Concern,This letter is in response to the complaint filed by [redacted] in regards to the fact that his RAM 1500 pickup needed transmission repairs on 14 April 2015. [redacted] states that we had changed his transmission...

fluid in January 2015 which is not the case. We changed the transmission fluid as well as the engine oil on 1 February 2014 on our Repair Order #[redacted]. The cost of the work performed was $206.60. The mileage was 101,390 at that time. I am enclosing a copy of that Repair Order for you to see.[redacted] first came to the dealership for a routine Engine Oil Change on 20 July 2013 when his vehicle had 84,488 miles. The last time we changed the engine oil on his vehicle was on 12 February 2015 when the truck had 134,894 miles. I am assuming that he is misremembering which service was for the transmission fluid change (1 February 2014) and the last engine oil change (12 February 2015).[redacted] drove his vehicle over 33,500 miles in just over one year which is approximately 2,750 miles per month. He does not say how many miles were on the truck when the transmission failed in April 2015, but I estimate that it was over 140,000 miles. As you can see, we changed the transmission fluids nearly 15 months earlier and 40,000 miles before he repaired his transmission on 15 April 2015.As to the claim that since the transmission fluid was thick and black, that is completely normal when the torque converter fails. We cannot be completely certain if this was the case or not since we had no opportunity to see the transmission prior to it being repaired, however, we assume that this is what most likely happened to his truck.[redacted] goes on to explain that he did not have the money for the repairs and that he “did not have good credit” so he basically had to search for a repair facility that would allow him to make monthly payments. Again, because we never saw the transmission, we have no way of knowing if Advanced Transmission’s charge of nearly $2,000 was a good value or not for [redacted]. He does say that he is very happy with both the work performed by [redacted] and the financial arrangements that they made with him to repay them for the work performed.[redacted] has a 2011 RAM 1500 pickup with approximately 140,000 miles that needed a transmission repair. This is not our fault in any way or because of any negligence on our part as he suggests. Tempe Dodge has no liability at all to either perform transmission repairs or pay another service facility to repair [redacted]’s vehicle. We respectfully refuse to pay him $1,985.40 that he paid to fix his vehicle.                                                                                                                                                                                                                                                              Sincerely, [redacted], GM

Tell us why here...see atached