Axis Auto Group

Adam has been corresponding with Mr [redacted] and have reached an agreement We will address his tile and grout issues in the spring

We are responding to customer Jose [redacted] complaint regarding his automobile purchase This customer came to our dealership on 3/3/wanting to finance a vehicle and the entire process was explained to him, including what documentation was necessary in order for the bank to approve the loanWe delivered the car on the same day 3/3/and he was aware and also informed us that he had all stipulations, but had documents at his homeDays passed and we contacted the customer repeatedly, but he never produced documents such as pay stubs and couldnt verify that he was employedHe was driving our vehicle for approximately a weekThe management does not feel that any portion of the deposit should be returned as the vehicle was taken knowing full well that he could not produce documents for loan approval.Alos, please see prior complaint from customers girlfried that Axis Group answered (see attached)Thank you

Complaint: [redacted] I am rejecting this response because:The vehicle came with a Dealers Obligation on used vehicles.(see Exhibit A)that clearly specified that I had days from purchase to have vehicle inspected on my own and if any thing was found wrong dealer would be responsible or it could warrant me my monies back.( Exhibit A) As I explained, I bought the car on the 12th and the very next morning when I got into the car, the battery was dead I jump started the car and returned the car to Axis on 1/13/I was asked to leave it with Axis When the car was returned to me, I was told “everything was ok but that I should not try the Bluetooth because the car was not equipped with Bluetooth and it will never happed again since they Disconnected the Bluetooth” I took the car home and again, the next morning, the engine would not start It turned out that, this theory, that the Bluetooth was causing the info system to stall and drain battery is completely false.As it stands today, after days in garages, charges totaling $to diagnose the slue of problem and Three visits to Two Land Rover Dealers, in NY And in NJ, BOTH DEALERS concluded the following.1- The car Does have Bluetooth Phone connectivity and was not supposed to be “disabled by AXIS2- The Bluetooth was never the problem although the Service manager @ Land Rover dealer, [redacted] , confirmed that this part, although has corrosion due to previous water damage, does come On & Off sporadically.3- This problem persists until today as battery continues to drain.4- The Battery draining problem is with the “Infotainment” (the “Brain” of the car)(Please see Exhibit D $& Exhibit F $6368)5- A slue of other problems was inherited to meTransmission harness seal broken $1182, Air suspension compressor and relay needs to be replaced $1151, Signal light bulbs, Hood struts, Filters, Breaks6- A whole list of rejects as detailed making this car Un-Safe to drive for it Can’t pass State Inspection, the engine can die at any moment and the “Brain” of the car that is faulty can cause all kinds of erratic problemAt no time during the purchase of the car (1/12/17), was I told not to try my Bluetooth or anything about safe mode IN FACT, I WAS TOLD REPEATEDLY BY THE SALESMAN (PETER) AND THE SALES MANAGER (CHRIS), THAT THE CAR WAS IN GREAT WORKING CONDITION AND NOTHING NEEDED TO BE DONE They also explained to me that the weird sound from the wheels was due to the fact that the brakes were newly replaced and it will go away in a couple of days(The Land Rover dealer later explained that the part and installation were faulty- Please see Exhibit - D) Axis told me that to “make up for the trouble” they would take care of State Inspection on the car(The Land Rover dealer said that “This car could have never passed inspection with all the rejects on it” Exhibit B & E And the fact that the CHECK ENGINE light was turned off by axis - THIS EXPLAIN THE FACT THAT AXIS INSISTED ON PERFORMING THE “INSPECTION” ON THEIR OWN, TO OUR SURPRISE Saying “we will save you the trouble”) AXIS claim that they called me numerous times is absolutely bogusWith one exception in which I was hospitalized and my partner answered my phone, I was always available to any call from Axis to assist me in fixing my carON Feb 6, I wrote Axis a letter (exhibit C) and Axis “solution” was to see their mechanic and follow his “advice” to Disconnect the battery every time a problem arises to reset the system.I am a Kidney Transplant Patient and I depend on my car to take me my on weekly visit to hospitals and doctors Axis took advantage of me in the worse way possible, and made my recovery “Hell on Wheels”.Due to all the reasons detailed above, and both LR dealers employees calling my car a “Lemon” I here by request AXIS to pay a certified Land Rover Dealer to fix each and every item on the list as determined by Land Rover, while I am provided a replacement vehicle at that time Or take the car and refund my entire purchase price Plus other expenses I had to incur in the process ($in Land Rover fees) [redacted] Regards, [redacted]

We have been in touch with our customer as of this morning, Friday, 11/17/to address the issues he has mentionedWe have advised him to bring the vehicle to our location in order for us to have it looked at We hope to resolve the issues between both parties.Thank you for your assistance

Business Response to a ComplaintComplaint ID#: [redacted] Company Name:Axis Group Biz LLCCompany Contact:MicheleCompany Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] ***Staff Member: [redacted] Response:Please be advised that we have resolved the complaint with the customer [redacted] ***He returned the original car purchased and we placed him in another vehicleThank you for the opportunity to express our side

The service manager and I discussed the issue and would like to offer Mr [redacted] a $gift certificate that he may use in the store Or for future service Sincerely, [redacted]

We have been working with [redacted] since the initial complaint regarding the part for his vehicleOur manager has been in contact with him several times in addition to him visiting our officeOur customer is correct in stating that the incorrect part was deliveredThis is a mistake and we are correcting itA new part has been ordered from BMW and it will be arriving between Tues3/- Thurs.3/or possibly soonerIt is in our best interest of course to make sure our customers are always satisfied but We cannot control the fact that we were sent the incorrect partPlease also take into account that when we order items we are at the mercy of the manufacturerWe are willing to work with [redacted] and completely understand his frustrations up to this pointWe advised him that we will call him the moment the part is delivered to us.Thank you

Complaint: [redacted] I am rejecting this response because: They are all lies they didn't fix anythingIt's a shame these crook are allowed to stay in businessThey didn't fix anything Took my vehicle to them times Regards, [redacted]

We are fully aware of the situation and trying to rectify this as soon as possible for our customerIf we cannot get the title within the next few days, we will ask the customer to return the vehicle and will try to place him in a similar vehicle to his likingPlease afford us this oppurtunity and we sincerely apologize for the inconvenience we may have causedThank you

We are responding to our customers rejection in the following mannerPlease be advised we have made contact with our customerHe explained to us that he was traveling and would call us back this past Tuesday, 3/7/We have made numerous attempts since Tuesday and have yet to hear back from himWe are willing to meet him on a middle ground and help him with repairsWe first need him to contact us back so we can discuss the issues further and come to a conclusionFrom the beginning we were willing to work with him but it needs to be fair and reasonablePlease contact us immediately.Thank you

We have since reached out to our customer, [redacted] and came to a mutual agreement with respect to the warranty which will be honoredThere was miscommunication from our side and we are very pleased to say that our customer is satisfied with the purchase of this vehicle

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** ***

Our response to *** *** is that we do try our very best to accomodate each of our customersHe does need to bear in mind it is a USED VEHICLE and things can occur that are out of our controlWe have been in touch with him both over the telephone and via textMrRochesster also visited our store where we spoke to him and made an effort to resolve the issuePlease see the attached purchase order from BMW of Springfield that shows the part for his vehicle that was delivered to us today, March 15, A telephone call will be made to him today to let him know the part has arrivedWe are also going to take a picture of the part and text it to his phone.We continue to work with *** *** to the best of our ability.Thank you.Management - Axis Group

While we try to accommodate every client where taking deposits are concerned, from time to time, there will be an overlap in communication between sales personnel and that is apparently what happened in this particular case. While the sales representative who took the original call did
everything he could to be certain there was no other deposit on the vehicle in question, there had been an individual who had already expressed their desire to purchase this vehicle and the process had begun about the same time the call was taken from out of stateWe have two locations which can sometimes make for a slight overlap in informationIn this case, although the deposit information was taken over the phone, when it was passed along to the second location to hold the vehicle, the salesman actually selling the car (key in hand) had not yet interacted with his manager, thus the overlap in informationKey points to consider: this client's credit card information was never runThis was the result of the manager realizing that the vehicle in question was being test driven by a client presently in the show roomSince the client was physically test driving the vehicle when the deposit information was sent over, a deposit would not be run until that individual had the opportunity to either walk away from the vehicle or agree to purchase itThis was the caseSecond point: the client who wanted to leave the deposit was called and told the vehicle was sold PRIOR to beginning to travel to the dealership thereby preventing him from incurring any travel expense or expenditure of timeWhile we completely understand the clients frustration in not having the vehicle available, this is, from time to time, the case where a pre-owned vehicle is concerned since they are almost always one-of-a-kind vehiclesThird point: the client had not actually test driven or seen the car in personThis is very relevant since clients, who leave deposits, often ask for their deposit to be refunded if the car, once seen and driven, does not meet their expectationsThis could have been the case here and the possibility that the client could have driven several hours to "see" the vehicle and yet declined to purchase it is always a possibilityIn summary, while we understand that the client feels somehow slighted by the vehicle not being available for them, everything that transpired was according to policyEveryone made every effort to see if the vehicle was available when the inbound call came in requesting to leave a depositNOTE: the client had communicated more than once before calling to leave the deposit but was hesitant at firstOnce it was realized that the vehicle was not available, the client's credit card was never run and no funds were taken from the clientLastly, the client was contacted prior to traveling, sparing the client from any inconvenience of traveling only to find the vehicle soldWe strongly believe that this less than ideal situation was handles in the most professional way possible as to not inconvenience the client and we respectfully regret any inconvenience the client may feel was incurred

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meInw as provided one part and the other is promised to arrive shortly
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAxis Rep Contacted me last week as they are willing to make repairs
Regards,
*** ***

Unfortunately, this complaint seems to be deliberately misleading. The client did in fact purchase a vehicle and paid cash for the carThe only "fee" they were charged is the "DOC" fee and ** State sales taxThe client was in fact, issued a title with their name on the document
Apparently, the additional fees they claim they should not have to pay were the fees levied by *** when registering a vehicleThere were no *** fees collect from the client at the time of the sale since they were to register the car themselvesThey were also issued the standard temporary plate, giving them sufficient time to register their carAlso note: the client states they paid to have the "title switched"A review of *** fees will show that the amount to have a title "switched" or to issue a new title is NOT and this cost was most likely the cost to register the vehicle itselfConclusion: The client was issued a proper title with their name in the correct place on the documentThe client apparently tried to sell the vehicle to a third party, possibly attempting to bypass registering the car in their name firstThe client was only charged a DOC fee and ** State sales tax here at the dealership and had full knowledge that it was their responsibility to register the vehicleNo DMV fees were collected by this dealership on the clients behalfLastly, any towing fees related to the client exceeding the duration of their temporary plate is purely negligence on the clients part, possibly attempting to bypass the registration process before selling the vehicle to a third party and is not the fault or responsibility of this dealership Any subsequent purchase, after the vehicle this dealership sold the client, is in no way our responsibility

The customers pool equipment is years old - the plastic box sat outside in the elements all this time Plastic outside becomes aged and brittle Our service tech did not "break" the box, it fell apart when the service tech had to open to service it The box itself is obsolete
and the technician used tape to hold back together and keep water out of it We did try and search for a replacement without success The service tech who was out there has been here over years It is a housing only and does not interfere or a necessary part to operate the internals parts The air spa button was replaced and it was working when he left If the customers bubbler does not work we will send another tech out - but as stated - the outer box is not available She mentioned that she did not want anyone back at her house They have a four function switch right now - to get a new "box" would have to be replaced with the model they offer now that is only a two function - (on and off) - which we would do if she would like at no additional charge But the customer would still owe for the button, blower, and service which they did receive

These are the attachments you requested to be added to my complaintThe receipt from the faulty service preformed by Beauty Pools and the estimate of the repairs from Creekside Hot Tubs. The damages I request are not punitive, but consequential in nature, they are a direct result of the poor
service provided by Beauty Pools

Complaint: ***
I am rejecting this response because:
They should of never gave me the car if they didn't receive all the proper documentation, foremost they said they were doing me a favor because the salesmen knew me and it was only his first day so how much does that say they just let any person off the street go in there and workI have called several of times because I was told I was going to get my deposit back not once but a few times by Sal, when my girlfriend asked to return the car on Friday March 4, because it was nothing but a problem and Sal told her no wait till Saturday and we will take care of everything, Saturday came and gone and we got no return phone call but on Monday March 7th they had some employee named Peter call my girlfriend asking for her information and she asked them can we get a refund and no one ever called her back, so finally they answered the phone after they blocked us from calling them and we said we were returning the car when we got there Sal and I believe it was the owner came outside took the keys and said call on Friday after and your money will be here Still to this day we have no return phone calls or money which was promised to us Do we need to get a lawyer and or call on your side That will not look to good for them lying and having a bunch of crooks working for them and liars and thieves.
Regards,
*** * ***