Autocenter Sales & Service, Inc.

Manager called to *** for resolve the tire situation.*** was able to get the tires done Wednesday the June 28thAutocenter installed two tires with the specs sent previously and paid in full. We hope that *** was happy.Thank you

Dear Miss *** *** we're sorry to hear that you did not have a great experience with us.Sunroof crack (for 3rd row seats) is not safety related item and specially if it has no leakTruck pas MAS State inspection for safety and emissionTruck has over 100K miles and over
years old, so it may have some cosmetic issuesBUT still, we understand your side and offered FULL REFUND if you not satisfied with your purchaseRefund was declined and ms*** decided keep the truckWe did everything what we can at that point.Best regards

Ms*** * *** *** we are very apologies for inconvenienceWe had a slight issue obtaining titleAfter we had title we did everything to help herVin check was done min from her houseAfter registration we went to her in Woonsocket and personally gave her plateSo the
customer was satisfied

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by
choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.. I called mutilple times and was told that I would get a call back it's beenmonths now doesent matter anymore thank you for the late response
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
This message in regards to complaint #***In response to the message received from Auto Center Sales & Service, the claim that is being made under the first attempt to fix the vehicle is falseThere has been no evidence of a written estimate from *** *** as to which repairs were done as well as no copy of signature from myself pertaining to these repairsI was verbally told an upper radiator hose was replaced, nothing elseIf the repairs that Auto Center is claiming to have done then why is it that there is no record of said repairsUnder Massachusetts Law, Before beginning any work, a repair shop must give you a written estimate listing the specific repairs to be madeThe estimate must list the specific parts, labor, and cost of the repairs, unless the charges are posted where they may readily be seenThis written estimate must be signed by youCMR (3)In response to the $deductible, Massachusetts Used Vehicle Warranty Law states,Warranty Repairs: The defects must arise during the warranty periodYou must return the vehicle to the dealer for repair no more than five business days after the expiration date of the warranty periodThe dealer MAY charge you a one-time $deductible, but only if this amount is written on your copy of the warrantyThe Buyer's guide that was signed states "UP TO $100", there is no implication in either of those statements that I am responsible for a standard $deductibleIn response to the extended warranty that was purchased for $that never got submitted to the company and therefore there is no contract with Cars Protection Plus and myselfGateway is no longer the lien holder for this vehicle therefore a refund is to be issued to myselfAuto Center Sales & Service does not have the authority to dictate payments or to inquire on an account that is not legally theirsPayment will be made to myself as I have already paid for the contract that Auto Center Sales & Service has violatedTherefore at this time, I am seeking the refund of $from the service contract that was never put in place to resolve this matter. Regards,
*** ***

Good Morning,to whom it may concernIn reference to complaint #***, we have offered the *** family to repair the vehicle which is our legal right in the state of M.Athey have rejected this (which is not their right)I have since offered to allow them to switch to a new vehicle from
our inventory they will receive the price they paid for their current vehicle ( dodge charger) less from selling price as the vehicle has been registered delivered and drivenI have not heard from the customer in over a weekIf I do not hear back by end of business today I will then Initiate the repair process per state law that allows certain rights in which Auto Center Sales and service is protectedplease see the excerpt I have attached below Dealer Refunds: The limited used vehicle warranty provided by the dealer gives you the right to a refund if the vehicle was either:repaired times for the same use or safety defectthat continued to exist or recurred during the warranty period,ORout of service by reason of repair or invalid refusal to repair for at least business days during the warranty period, not necessarily all at one time.NOTE: Business day is defined as Monday through Friday, except for state or federal holidaysWhen counting the number of business days your car has been out of service, any part of a business day counts as a whole day.Waiting for Parts: If the dealer needs to order parts during a repair attempt, the days out of service while waiting for parts do not count toward the business day requirement of the lawHowever, your warranty will extend by one day for each day you are waiting for the partsA maximum of calendar days during the warranty period will not be counted toward the business day limit if parts are orderedAll business days after the 21st day will countFor more information on warranty extensions, see our Warranty Extension Reference Chart pdf format of uvref.pdf (Adobe Acrobat format).At this time it is my belief that, we have extended more then a good faith offerfrom this date forward, I will follow what the law allows me to perform (outlined above and more info can be obtained at http://www.mass.gov/ocabr/consumer-rights-and-resources/autos/lemon-laws/used-ve...⇄ )Best regards,*** ***General ManagerAuto Center Sales & Service

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. I will accept the response as soon as the two tires are replacedWhen contacting the dealer, I was told that only *** could approve the replacement*** is never available when I callNow that I have received his reply, I will make arrangements to have the work done and then the complaint will be satisfied.Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
1.Customer got all paperwork for this deal.That's true but the vehicle was registered on the May 17th when the car was purchased on May 2ndI was inconvenienced of not being able to drive the vehicle for days Car has been detailed before delivery.This is a lieThe car was not detailed when I picked it up the first time and neither was it when I had taken it back for the hybrid battery rebuildI have pictures and text messages from the manager telling them the car was not detailed and they did nothing about itI picked up the car with trash still in the carAutocenter did check and repairs on Hybrid System for his car.After the vehicle was registered, about days later, same warning lights came onI took it to a *** dealership and they said the hybrid battery was deadI contacted the Auto Center and explained it to themThe owner agreed to have the battery rebuilt at no charge to meI was not reimbursed for the check the *** dealership did on the carAutocenter gave year warranty for the battery.TrueThis came with the battery rebuildAutocenter upgraded 6months power train warranty to 12months terms.TrueI asked them for this and they honored that requestAutocenter paid in full trade-in.The trawas not paid in full until 6/20/I purchased the vehicle on 5/2/As a result of their late payment of the trade, I was charged late fees and also had to make a payment of $to the lienholder of my trade? to keep that account from going negative or having it affect my creditIt took Auto Center over month to payoff my trade and that is unacceptableThey now owe me the difference in the payment I made when they were supposed to pay off my tradeThey promised they will send that difference as a check via mail but up until today, I have not received that check.In my initial complaint, I requested detailing of the vehicle, a second key fob, year warranty on the vehicleThey have only honored the year warranty on the vehicle so farThe vehicle was not detailed and neither did I get the second key fobEverything else has been taken care of by them at this point in time after much delay
Regards,
*** ***

Revdex.com:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***

Sorry for your experienceWe address that complaint to our finance manager immediately! Finance manager usually call to every credit applicant within business day and if he can't reach someone, he always leaves voicemailSo please double check your voicemail and make sure your voicemail is active
Thank you

In regards to Complaint # *** was filed on 8/4/by *** ***.After reviewing the customer’s complaint filed with Revdex.com , We here on the Auto Center management teamwould like to share our sides of the said events.On 6/29/said customer came down to the dealership and test drove
the *** *** tsilver as wellas checked over itAfter he went through the said SUV he mentioned concerns to our sales manager regradingthe third row seat not unlocking/folding as well as light hazing on the headlightsWhen asked about any otherconcerns said customer stated that was all and he want to continue with the purchase as long as those thingswere addressedOur sales manager agreed send the SUV out to fix the third row and have the detail guysattempt to “buff” the light haze on the lights but could not promised because we are not a fully service shop.Both parties agreed and began to start the sales process.Above said customer and sales manager negotiated a deal at a vehicle price at $6,not including feesAfterthat point the sales manager explained that a documentation fee & title fee would be charged along with theagreed vehicle sales price for a grand total of (doc fee + title fee) payable to Auto Center Saleswhich both the customer and sales manager agreed onThis transaction was a financing deal and said customerwanted his Rhode Island fees included in his loan, since we are a Massachusetts dealer we did not know theactual cost of registration/transfer cost , only of a 7% sales tax in the state of RIOur sales manager explained tothe customer that we would charge him base numbers and refund and or collect any difference which bothagreed to :6.25% sales tax$towards license fee$towards RI inspection labeled as “Transfer”$towards the difference in the 7% sales tax and the 6.25% ma tax listed above as our billing system wouldnot allow us to change it to 7%.All of those charges payable to RI DMV.After completion of all paper work signing, the customer was given company checks for the following;Rhode Island “Vin check”Rhode Island “Registration”Rhode Island “State inspection"Those cost listed in order were$$$55.00The “over charge” from the additional charges were a grand total of $32.15.As for the complaint regrading vehicle failure, said customer had contacted our sales manager after takingdelivery of the unit in regards to a low coolant light on the dashboardDespite the confusion about thiscomplaint seeing how the vehicle was precheckedthe day prior was well was driving for the third row seatingrepair we had asked the customer to bring the suv back to us to have it checked out by repair shop whom wetrust and is very reputableAfter a few phone calls the SUV was towed to the lot the following day as well asdropped off at *** *** INC in *** *** for a diagnostic/repairs.We received an estimate from F&F and paid for the following repairs:Filler Hoseupper hosetheromstat assemblylower hosea gallon of specific antifreezeLabor charges.All of which came to a grand total of $paid directly to *** *** inc.As per Massachusetts state lemon law as well as the signed "buyers guide" where said customer read and signedTWICE , the customer was liable for a $deductible which we WAIVED for this repair out of courtesy.The very next day after the customer picked up the said unit, our sales manager received a call from thecustomers wife stating a low coolant light was on again and she had brought it to her buddy’s repair shop and hetold them it needed a thermostat & a system flush and refill because of “water” being put in the suv instead ofthe proper antifreezeWe requested the SUV be dropped back off to us so we could once again have it checkedout by our trusted repair shop however the customer declined our rights and demanded we make some type ofagreementsOnce again even with the confusion about the complaint again even after having it repaired oursales manager made a agreement with the customer to cover half of the repair cost at her buddys shop because itwas “closer” and whom the customer trusted.Total of that repair cost from the invoice provided from the customer was $160.15, half payable from ***
*** *** total of $80.07.Now after all the repairs Auto Center Sales agreed and paid for said customer called and made anothercomplaint regrading the timing belt having some cracks and needing to be replaced in soon in the future, Oursales manager told them to feel free to drop off the suv off to us and we’d have it looked at and confirmedwhether covered with the warranty policy or not.The suv was then dropped off and confirmed cracked timing belt was not be covered under warrantyBut tohelp the customer we could have the job done and spilt cost with him once again out of courtesyAt that timethe low coolant light came back on and we requested our right to have a second attempt to get the suv checkedout/repairedAt first said customer agreed but after an hour his wife contacted us (who by the way was no wayinvolved with the purchase of this suv) in rage and demanded to decline us a chance to have the suv checkedthus declining us the chance to fix anything which violates the Massachusetts lemon lawOur sales managerexplained that her husband would have to contact us and decline us that ability because he was the sole owner.Twenty mins later said customer called us and declined our chance to check/repair the *** *** onceagain violating the law.As asked we returned the suv to the customer and gave him a refund check of a total of $was written tosaid customer for half of payment for the bill from his repair shop as well as included the remainder of the ofregistration chargesThis check was explained to the customer more than times then agreed by both parties.If you take a look at above figures, the remainder of registration charges were a total of , half of thecustomers repair bill was a total of $Both charges combined is a total of $The customer shouldhave received a check for $112.22Auto Center sales is not looking for the return of the $instead the customer can keep it for gas purposesout of courtesy to our customer.As for the statement regrading the extended warranty, said customer choose a plan for a total of $andincluded it in his financingIt was submitted by our sales manager but then stopped to a halt after receiving thefirst call about a defect, as we sign an agreement with our extended warranty provider that states we are notallowed to submit vehicles with known faults OR our account would be banned from being able to providethose services to our customersThis was explained to the customer as we explained why it was important weget our allowed chances to get the *** *** check out and repaired then inspected again so the warrantycould be resubmitted and validHe stated he would call us back and let us know but has yet to contact us back,or returned our failed attempts to reach him.At this point Auto Center Sales is asking for our second chance at repair OR we will refund a total of $tohis lien holder (*** *** ***) and cancel the warranty contract that was signed. AutoCenter Sales & Service Inc*** *** *** **, *** *** MA ***www.AcenterSales.com ***

We apologize for the delay regarding this issueWe have sent a check to the bank a while agoSince your loan information was not specified (i.eloan account), the bank could not process the checkWe were forced to deliver the check in person and paid off the loan at the counterThus, the issue
has been resolvedOnce again, we apologize for the inconvenience this might have caused you

Everything was fixed and every issue was resolved.Customer left happy.Thank you

***, My sincere apologies for your less than positive experience. As a Autocenter Sales, we value the customer's experience above all else, and are constantly looking for ways to improve our processes to make sure that everyone who visits our dealership is 100% satisfiedI truly apologize for
any miscommunication or inconvenience. We was gonna try to fix power stearling issue on *** *** but we desided just cancel this deal.We accepted full refund amount include $deductible,$for parts and taxes.Best regards

We contacted with customer and try find out any way for settle

Sorry for that experienceWe did all nessesary safety related item, there is no problem with transmission anymoreIt was some miscommunication between sales guys, customer and service guys..., but floor mats was ordered and shipped to customer address

At first, let us start off from saying that we are very sorry for your experience at our dealershipWe do apologize for the inconvenience you might have experiencedWe would like to assure, all of the mentioned issues with the car have been fixed and resolvedAt which time, we provided a loaner
vehicle during the repair processWe also delivered the car after the repairs were competedAll repair expenses were covered by the dealershipCost of works associated with *** repair facility has been refunded in full to the customerWe would like to bring to your attention, the executive management found this particular complaint very troublesomeWe have performed our investigation of lacking customer service, and have fully addressed immediate improvement of car pre-sale inspections and communication with our customers

Dear ***, we tried to reach you and settleWe are so sorry that this small thing upset youWe can replace that tires for youYou need just email to our management to coordinate it at *** or call to office and ask for ***Our goal is keep everyone satisfiedPlease do not be
shy and contact us at your earliest convenienceBest regards and Thank you