Auffenberg Preowned Center

Initial Business Response / [redacted] (1000, 6, 2016/02/23) */ Contact Name and Title: [redacted] PreOwned GM Contact Phone: XXXXXXXXXX Auffenberg submitted the car Mr [redacted] selected to his lender and received a declineWe offered the terms to Mr [redacted] that he was approved for with a different lender and he declined to move forward that eveningHe was provided with a signed purchase order to take to his lenderHe returned the next day and stated he no longer wished to purchase the vehicleThe dealership contacted his insurance company that day and provided the necessary documentation for him to cancelWe have no control over when his insurance company will refund his payment

I would like to thank Mr [redacted] for his business and apologize for any inconvenience he’s experiencedAt the time of delivery, he drove the truck and accepted it as repairedUnfortunately, he missed separate appointments to have the truck inspected by our technicians and we were not able to diagnose his concernsBecause we cannot verify the diagnosis by the other shop, we are unable to reimburse him for any repairs Please let me know if I can be of further assistance Sincerely, [redacted] Preowned General Manager

Complaint: ***
I am rejecting this response because: #The preowned general manager stated that I drove and accepted my truck as repairedThat statement is not trueI don't understand by picking up my truck after repairs close to closing time without even driving it yet counts as accepting as repairedAfter the supposed repairs, I picked the vehicle up late evening Febthe 2nd and drove home miles without getting on the interstateThe following two days I drove it to workThat Sat the death wobble happened two times on the way to workAnd four more times that SundayThat Monday I called the service department manager and told him how the death wobble had actually gotten worse on a voicemailIt started to happen more frequent nowThe following day Febthe 6th I called the service department manager again to try to get in contact with himWhen I spoke to him I mentioned the issues again and asked what repairs they had doneHe told me they replaced an axle shaft, a wheel bearing seal, and a parking brake cover for the "vibration" I was feeling at to mphThey also replaced the fuel pressure sensor and a wiring kit that had a recallDidn't mention anything about fixing anything involving the death wobble issuesLet me remind you, that on Jan30th when I had a sit down meeting with the preowned general sales manager, he told me and I quote, "I've b been doing this for years , I know a little bit about mechanics but these guys do this *** everydayThey will figure it outWe told you we would fix it, we would fix itIf its not right, we will make it right," talking about the death wobble.I then asked the service department manager who I needed to get ahold of in order to get the issue fixedHe told me I needed to contact my sales personI then called him and he told me he had to ask the preowned general managerI called back Febthe 8th to have him tell me he hadn't got on contact with him yet and to call again the next dayThen on the 9th he stil l hadn't been able to talk to him and told me he would call backLater I received a phone call back saying that he had talked to the preowned general manager and said that he said I could bring it up to the service department and that they will look it over agianBut if nothing was wrong with the work they did then I would have to pay the service fee for them inspecting itI asked if it was only for the work they had already done to be clearHe replied that they will warranty only what work they have done and nothing moreI don't understand why I would bring my truck in and have to pay for them to look at the work they had already done that had nothing to do with fixing the death wobble issueI had already taken it to a local shop to get second opinionIn less than min with the truck parked and me moving the steering wheel back in forth they easily saw that the passenger side tie rod and the steering cross over joint were worn out and had slop in them along with bad bushings on the track bar allowing play in my steering componentsWhen I mentioned this to the service department manager he told me the same thing the sales guy told meI said if that was the case I would like for him to get a hold of the pre-owned general manager to make sure what he was told was trueIf so I wanted to speak with him over the issue since I didn't see why I had to pay for additional repair if it was in the contract to be fixed but was never fixed since the last time it was in the shop for repairsI didn't get a response back later that day or weekendThat weekend the death wobble almost caused me to get in a wreckI called again over the weekend with no response and again on Monthe 12th with no responseI then called the pre-owned general manager and left a voicemailI didn't get a reply all week so I called again Frithe 16thThe pre-owned general manager was out of the office and was suppose to call me backI also called the service department manager and was told that he was told the same thing the week beforeSo after an hour without a reply back from the pre-owned manager I drove to the dealership to speak in person about the issue and why I was being told I would have to pay for the service and any additional work that was neededBut after waiting in the lobby and told to go to multiple buildings to find him another general manager had to text himHe said he was too busy to meet with me, and that I didn't have an appointmentBut for over two weeks I was trying just that so we could work the problem outI went back to the service department to figure out an appointment schedule but I asked the service department manager to ask the person's manager if we could figure out a compromise over the work needed to repair the truck before we schedule an appointment that I would have to pay out of pocket forSo he emailed the pre-owned manager about the situationA couple hours later I had another sale manager call me on behalf of the preowned general manager due to the fact he was too busy to talk to me himselfThe sales manager was rudeSame one who had an attitude with me a few weeks before about my fuel rail pressure sensor issue until I told him that the truck still had a warranty and then his attitude changedHe went on to tell me that they will only fix what they have already fixedIf they didn't find anything wrong with their work I would have to pay their dollar an hour service feeNot knowing how long that would take or what else they would have to diagnose of their own work that never fixed the death wobble in the first placeAnd that any additional work other than what they had already fixed would not be fixedThe conversation lasted about minutes with it ending with him telling me he would have the preowned general manager called me to talk about my situationSo I was waiting on his call before I scheduled an appointment so I would know the exact circumstances of the repairsHaving four people to talk to about the situation made the whole process complicatedSo without the manager calling me back at all and multiple attempts of trying to get in contact with him I took that as him refusing to repair the death wobble issue on my truckThe only response I received from him since Jan30th was the response to this complaintWhich seems to be a he said she said storyBut I have documented conversations both audio recordings and phone call recordings to prove what I said to be trueAnd I never missed two separate appointments to have the truck inspected because there were never any scheduled appointments made since the preowned general manager couldnt tell me why he wouldnt do any additional repairs to my truck which he told me he would fix and if it wasn't right that he would make it right.
Sincerely,
*** ***

To Whom It May Concern:I apologize for the delay Ms*** is experiencing in receiving the title to her vehicle. I have personally looked into this matter, and she should receive here title in the mail any day now. If she would like to submit receipts for any fees she has incurred as a
result of this delay, we would be more than happy to reimburse her. Please let me know if I can be of any more assistance regarding this matter. Sincerely, *** ***General Manager

I would like to thank Ms*** for her business and apologize for any inconvenience she's experiencedI would invite her to contact me directly at *** to setup a time to review her paperwork and address her concerns. Sincerely,*** ***Pre-Owned General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I once again would like to thank Mr*** for his businessAs stated previously, we are unable to reimburse him for any repairs performed by an outside shop Sincerely, *** *** Preowned General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The only reason I had to repair the truck on my behalf is because the preowned general manager would not get back to me on the issue after multiple attempts on my side both by phone calls and in personHe clearly stated that he would not repair the truck anymore than what he had already did because they already dragged the truck through the garden for x amount of moneySo I was left with no choice but to fix the truck so I could use it againAnd I was able to speak to the previous owner of the truck and he even stated that he told the dealership during trade in that he had bigger tires on the truck and had put the stock tires back onAnd that it needed the front end looked atBut yet the dealership cut corners and refused to check the issue outEven though I was promised and the repairs and it was written down on the trade in contract, the dealership refused the repairsI also haven't got the exhaust repaired that they said they would eitherThe tail pipe is rusted through and just hanging on barelyHavent had that repaired yet so maybe they could fix that and hopefully come up with a way to settle this complaintI'm not even asking for the full repair costOnly the parts I had to buy to resolve the death wobble
Sincerely,
*** ***

I would like to thank Mr. [redacted] for his business and apologize for any inconvenience he’s experienced. Our records do not indicate any issues with the title to his vehicle. If he’s interested in trading in his vehicle, I would invite him to visit any of our dealerships and we would be happy to...

discuss his interests.   Please let me know if I can be of further assistance.   Sincerely, [redacted] Preowned General Manager

I would like to thank Mr. [redacted] for his business and apologize for any inconvenience he’s experienced. At the time of delivery, he drove the truck and accepted it as repaired. Unfortunately, he missed 2 separate appointments to have the truck inspected by our technicians and we were not able to...

diagnose his concerns. Because we cannot verify the diagnosis by the other shop, we are unable to reimburse him for any repairs.   Please let me know if I can be of further assistance.   Sincerely, [redacted] Preowned General Manager

Business Response Attached

Initial Business Response /* (1000, 6, 2016/02/23) */
Contact Name and Title: [redacted] PreOwned GM
Contact Phone: XXXXXXXXXX
Auffenberg submitted the car Mr. [redacted] selected to his lender and received a decline. We offered the terms to Mr. [redacted] that he was approved for with a different...

lender and he declined to move forward that evening. He was provided with a signed purchase order to take to his lender. He returned the next day and stated he no longer wished to purchase the vehicle. The dealership contacted his insurance company that day and provided the necessary documentation for him to cancel. We have no control over when his insurance company will refund his payment.