Baierl Automotive Group

Several weeks back I received the airbag notice for our Honda. I called and scheduled an appointment and was told it would only take about 45 minutes to do the work. I took the day off work to take the car to Baierl where I was told, they had the passenger side airbag but not the driver side airbag. I was told that they could do the passenger side airbag and bring the car back some other day for the driver side or I could leave and bring the car back some other day to do both sides. I told them this was unacceptable and that I had an appointment, took the day off work and will not bring the car back a second time. I told them I would leave the car but they would have to provide me a loaner, which they did. Well over 3 weeks went by and I did not hear one word from Baierl re: the status of my car. When I called the service department, all I got was a recording to leave a message and my call would be returned as soon as possible. I left two messages over several days, but received no phone call. Finally, Baierl called to tell me that my car was done. Hilariously, on the day I brought the car home, I had a message from Baierl informing me the airbag replacement parts for my car were in and to call and schedule an appointment. I received about 5 such messages over 2 weeks. I bought this car from [redacted] which may be why Baierl chose to mistreat me. I really don't care to receive an apology from Baierl or a "geez thanks for letting us know so we can do better in the future." What I would like from Baierl is for them to try to convince me why I should even consider buying my next Honda from them when they choose to treat potential customers in such manner.

Review: Baierl Honda leased me a brand new car 2 years ago. The numerous times I have called their office I have gotten voicemail, attitude, and a nuisance feeling. I felt more like a bother than a valued customer. That being so, I sought out another dealership who has been nothing but helpful and friendly. During our new relationship, I decided that I wanted to lease a new honda through this new dealership. Upon running a carfax on my car it was found that my title was branded due to a fraudulent mileage. When I called Baierl they said there was nothing they could do because they didn't have the title ( and this was only after I called for two hours), they didn't offer to look into it or apologize until after I told them I was no longer going to be a customer. Then they said they would offer me a better deal and the title would be no problem. Unfortunately, it is a problem. It's missing a number, branded, and unless I use Baierl my car is worthless. I am reporting them for their lack of help, disinterest, and lies about my title. They have treated me like pieces of gum stuck on a tire and could care less about admitting their mistake and taking care of the problem it has caused me.Desired Settlement: A new title and relinquish from the lease. Money towards my new car that I am going to lose out on bc of November terms. A frank and sincere apology.

Business

Response:

In speaking with our Sales Manager [redacted], he has assured me that [redacted]'s title has be corrected. The state had made a mistake on the mileage when they were recording it. We believe no further action is needed on our part. Please let me know if we need to do anything further.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I bought a 2011 jeep wrangler from this location in the middle of july 2015, traded in my 2001 grand Cherokee. the people were great until I left with the jeep I called to see if they could get me a owners manuel for the jeep which should have came with it and and never answered or called me back, when I went in the salesman adam told me it was there system and he never got a single call or message. now as of last week the engine blew out of my jeep at around 53k miles and the service has been terrible I cant ever get ahold of them and when I do they never call back like they say. my jeep has been up there for a week and today a gentleman told me my engine was goin in my jeep but they were having problems bolting it to the carrier. a 2011 jeep wrangler does not have a carrier it has solid axles. a few hours later the service manager bob called me and told me the engine never showed up. Ive been getting the run around and everyday I call they tell me tommorow over again. Im gonna be making a car payment next week for a jeep I cant even enjoy and I just wanna see it get done but the answers I get are never promising.Desired Settlement: I would like to see the dealership actually get my jeep done and quit giving me the run around and also give me an owners manual. I hate making a payment on a jeep I cant even go drive.

Business

Response:

This gentleman's vehicle has been fixed. His owner's manual has been ordered and we will be forwarding it to him as soon as we get it. We believe we have done everything possible in order to satisfy this customer. There was never any question as to whether or not we were going to fix his vehicle. We had problems getting the engine to fix his vehicle. As soon as the engine came in we installed it. The customer has had his vehicle for a couple of weeks now. Should you have any questions, please do not hesitate to contact me.

Review: I bought a used 2003 [redacted] off of them 7/15/2013 and then picked it up on 7/18/2013. I had to wait a couple of days to pick it up because the vehicle need a few repairs done to it.They had to replace the break drums and did a repair on the steering colum,I do not know what they did exactly.On Monday 7/22 I came out of work oat 2:30 am and the car would not start..I had to call and pay for a tow truck to pick it and me up,I had to wait for hours to get picked up because of the time.I paid to have it put on a diagnostics computer at [redacted] to find the problem.The anti theft had been engaged.The mechanic asked were my key FOB was,I told him I never received one.The next day I call Baierl Ford to locate my key FOB.They found it and I had to go pick it up.Three nights later on 7/25 the car did the same thing,I did what the mechanic told me to do if the car would not start,again the car had to be towed because it would not stsrt.Again diagnostics were run on it and the same code came up.They over rode the code and the car started,I changed the battery in the key FOB thinking that might be the problem.Then on 8/1 the car would not start again,so I called [redacted]'s to tow it to the shop once more.Once more diagnostics were run the error code this time came up that something was wrong with the crankshaft censor. I do not remember exactly how the code was worded.I called [redacted] from Baierl Ford and told him something needs done with this car,I have only had it for 2 weeks at this point and have had to have it towed and diagnosed 3 times! He said there is nothing they can do for me,I am on my own!Is the some kind of ;aw for used cars? This is just ridiculous!Desired Settlement: I would like for the car to be repaired at Baierl Ford's cost if the warranty I bought covers the repairs I think Bairerl Ford should pay the deductible.

Business

Response:

The following correspondence is the email I received from our Ford store concerning this matter. I assume that the matter has been closed for some time.

-----Original Message-----

[redacted], the customer complaint from [redacted] has been resolved. We towed in her 03 [redacted], and diagnosed a faulty crank sensor. We did the repair with no charge to the customer. I wasn't sure if you were informed of the outcome.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of my original complaint is satisfactory to me. Unfortunately on Thursday August 22 2013 the transmission started slipping which was not listed on my complaint. I will NEVER purchase another vehicle from them, nor will I recommend them to anyone. The only reason I purchased the [redacted] from the is because the say they sell CERTIFIED used cars. Obviously the vehicle was not looked at very carefully. Now I will have to have the transmission repaired, I have only owned the vehicle for a little over a month. I am not happy at all. Thank you Revdex.com, If not for you nothing would of got repaired.

Best Regards,

Review: I brought my Honda Odyssey in because there was a leak (among a couple other minor things) in one of the tires. It would lose 10 PSI in about 3-4 days, so I would have to fill it twice a week. I noticed there was no mention of the tire on the invoice. I asked about the tire, and [redacted] said "Oh, we fixed it for free; the tire just needed to be re-mounted. Well, 3 days later, the tire pressure monitor lights up again. We bring it back again, and this time they said the sidewall was damaged, and I'll need a new tire. But, since the tire 60 percent of the tread remaining, he recommended I get two tires so the one opposite will match for handling/performance reasons. They told me both tires had 5/32 inches or 60% of their usable life/tread remaining. These are run-flat tires and are fairly expensive. The bill came to about $650. Three days later the monitor signals low pressure once again (losing 10 psi just like before). I tried to call the service manager four times, but could only get voicemail, where I left a message asking for a return call, but never got a return call. We finally just brought the car in. This time, they figured out it was just the valve stem leaking, but had already discarded my old tires so they wouldn't compensate me, even partially for their blunder that cost me $650. Even if their claim that the sidewall was damaged was true, which I have no reason to believe at this point, the fact is I asked them to remedy the leak, and the leak was coming from the valve stem, not the sidewall. They performed unnecessary services claiming they were necessary to remedy the leak.Desired Settlement: I would be satisfied with reimbursement pro-rated for the amount of tire wear. I also acknowledge that they eventually fixed the leak in the valve, for which I am willing to concede another $50, which would easily be in line with what a tire retailer would charge. This amounts to $650/2, less $50, or $275 total. Of course, any additional compensation for the nuisance and inconvenience would go a long way towards me recommending them or doing business with them again, but that's up to them.

Business

Response:

Sorry for the late response. Attached is a reponse from our service manager [redacted]. In his response he states that he thought the service advisor handled things correctly under the circumstances. Please let me know if you need any additional information.

Thank you,

[redacted]Treasurer/CFO

Baierl Automotive

Consumer

Response:

Baierl's does not adequately resolve the issue.

Their report states:

"The customer came in for a slow leak in a tire. On that particular visit, we performed a dunk test of the tire and found no leak." What [redacted] told us was that they inspected the tire, found no problems with it, unmounted it, cleaned the rim and remounted it, then tested it and found no leaks after doing so. So how is it that they missed the alleged nail in the tire and sidewall damage that they so diligently caught the second time around?

Additionally, I inspected the readily visible portion of the tire myself before taking the car in for service, and found no nail near the sidewall in question. I did not inspect the inside sidewall, as that would have required jacking up the car and/or removing the wheel. However, their claim was that the nail was near the very same outside sidewall that I inspected. The sidewall damage they refer to was barely a scuff, and had been there for at least a year before any leakage problems started. I would like to also note that the scuff was noted in a previous state inspection as not being a safety concern. Again, the tire received a clean bill of health from their very own technicians, noting that there was no leak coming from the tire or sidewall based on the dunk test, the very first time I brought it in.

Secondly, my request was for them to fix the leak. This is the only thing I asked them to do. The leak persisted, with exactly the same leak rate (10 pounds every 3 days) after they replaced the tires. While I appreciate them "looking out for the safety of the customer", in the end, it is still my decision, not theirs, and they received my authorization under the false pretense that replacing the tires was necessary to fix the problem I asked them to fix. In my opinion, the tires were safe, and the story of a nail is fiction. In the past, when there was a damaged tire, the facility personnel would save the tire and show me the damage. I have to ask myself why Baierl didn't do this?

One thing that Baierl and I agree on, is that the leak was coming from the TPMS sensor and/or valve stem, and not the tire. We also agree that the tires still had at least half their tread life remaining. We also agree that I brought the car in to have the leak fixed, and nothing more.

So, if they changed tires for any reason other than to remedy the leak, they did not have my authorization. If they believed changing the tires would fix the leak, they were wrong and should not charge me for their mistake. Either way, I should not have been charged, or at least been given the opportunity to make my decision based on facts rather than incorrect assumptions and/or misleading dialog.

Lastly, Baierl responds that the sensor costs $60, plus installation, however, the receipt says they only needed to replace the TPMS Grommet Ring (not the entire sensor), which should be a much less expensive part (see attached invoice).

My position remains unchanged - I feel they should reimburse me for the remaining tire life, namely 50% of the cost to replace the two tires, less the cost to repair the valve. In approximate terms, this would be $700/2 - $50 = $300.

Regards,

Review: went to dealership on 11/07/13 to view Toyota Tundra on showroom floor, had a price 0f 34,900 and 0% for 60 month, went home and requested internet price, contacted by [redacted], given price of 33,600,called Mr. [redacted] and made an offer of 35,000 out the door with 0% for 60 months, was told he would get back to me, he did with a price of 36,000 out the door and that the 0% for 60 months has been removed from the vehicle and is not a valid offer,(bait and hook or false advertising or somebodys mistake)they should have made good on their offer.5Desired Settlement: Dealership honcho's should be made aware of how the internet department does business

Business

Response:

The attached documents from our Toyota store discuss our position with Mr. [redacted] complaint. We apologize for any issue, but there was no bait and switch involved in this potential purchase. The documentation makes that point very clear. Our offer extended to the customer, using the under the current programs, stands provided that he is interested in the vehicle and the vehicle is still available.

Review: I took my 2011 [redacted] in for a routine B1 service. After the service was almost complete the service advisor came out and stated I needed to be concerned that I needed a Transmission flush. I pointed out that I thought Honda Transmissions did not require a flush, in fact it is not recommended. I told him I thought it was a drain and refill only. He stated I was wrong and it was called out as a check on the B1 service.1. I checked the maintenance manual and called Honda corporate. I was correct a Flush is not required or recommended it could be bad for a tranny. Only a drain and fill is required at most. 2. They also stated if I needed a tranny service at 30K miles there may be a transmission problem.Unfortunately Honda Corporate says this is between me and the dealer since they are an independent dealer.I believe either they did no maintenance or did not recommended maintenance. That may be harmful.Desired Settlement: 1. A refund.2. An apology for lying to me.3. Assurance that if I have any transmission problems they will repair them at no cost.

Business

Response:

This incident is more a problem with communications than anything else. Our service manager, [redacted], spoke to the customer today about the interaction with our service writer. Amil apologized for how our writer presented the possible service choices to Mr. [redacted]. We make recommendations. Ultimately, the individual chooses if work is appropriate for the vehicle. In this case, we didn't do a good job with presenting the details.

We are issuing the customer a refund for the disputed amount. The check will be mailed in the next week.

Bought a new 2015 Chevy Traverse. Notable issues. highly recommend against purchasing a vehicle at this dealership.

1. took delivery of car. car was dirty, they tried to show the car in a very unlite garage. sales man had no idea how to turn lights on to see properly. Found several scratches in paint and plastic trim. one was a paint chip which I clearly said there was no way you could buff out. sales man agreed.

2.we had letter which stated trade in for a specific value which they didn't honor,

3. letter also said you would get a 100 dollar gift card. we did get a gift card but was only for 25 dollars. again they didn't honor the advertisement.

4. when we took car in to get undercoated and lux care they fixed some of the issues however they didn't bother to fix the paint chip. sales man said on the phone it was taken care of but it clearly was not. He said they just put paint touch up which we both agreed at delivery wouldn't work.

5. took car in again to get paint chip resolved they did a local spray job. they got overcoat all over the front of the vehicle. added more paint chips on the area. car was dirty when it was picked up. waste of time.

6. took car in yet again. they finally repainted it properly but kept the car for close to two weeks. car sat in their parking lot after it was done for over a week with no one calling us it was done.

recourse they did finally agree to pay for one car payment at the end which keeps from rating extremely low. I'd advise not to work with any salesman named Adam if you do decide to shop at this dealership. Needless to say out of all the cars I bought in my entire life this has to be one of the worst delivery pickup experience. Also recommend not signing on bottom line unless all issues of car are resolved first.

Review: I broght my truck to Baierl Ford to have special ordered parts from there parts department installed and to have reverse band tightened while apart. The service writer [redacted] called when it was done to tell me there was no adjustment and tried to sell me a reman transmission. When I went to pick it up there was no reverse at all, a tire was flat, and the [redacted] license plate cover that was on it when I brought it in was missing and replaced with a Baierl license plat cover. I spoke with the service manager [redacted] he said " go back to diag school for transmissions, changing over the license plate is something they just do, what are we suppose to check your tire pressure everyday", then hung up on me very unprofessional.Desired Settlement: I want a full refund 402.80, a plug in the tire that developed a flat while it was there, and the [redacted] license plate cover reinstalled how it was when I brought it there.

Business

Response:

Our Ford service team indicated that this customer diagnosed the problem associated with the truck. The customer brought the truck to our facility to have parts he ordered/supplied installed. We installed these parts as directed. The problem persisted, and the customer did not want to pursue our possible solution. We deserve to be compensated for the work performed.

I apologize if our service manager came across as offensive. We have discussed this interaction directly with him.

If the truck tire still needs repaired, we are willing to assist the customer for a reduced fee. A leaky tire can occur for many reasons.

As for the license plate frame that the customer mentioned, we do not have a supply of [redacted] frames. I am certain that either of the [redacted] locations would gladly provide the customer with a new one at no charge.

Excellent sales experience. Valued trade properly, good price on new vehicle, excellent financing representatives, and friendly sales manager. No pressure sales that value the customer. Compared to another dealership we went to, it is a completely positive experience at a company with a great culture and atmosphere.

Review: I bought a used 2005 [redacted] hybrid that was claimed by the salesman/dealer to have undergone a full service checkover before sale. in fact the salesman, a [redacted], during the closing process on the car made the statement that bierl would stand behind the car for some reasonable time without defining the time nor putting it in writing hence this is legally a claim only. the statement was made though. he said bierl's reputation was at stake, that is one of two reasons, the other being 6 previous [redacted] autos, purchased elsewhere over 35 years past that were completely trouble free. both closed the deal. If fact at the sale he they tried to sell me an extended warranty which I declined due to previous excellent experience with Hondas and the statement that bierl would stand behind the car as stated earlier. in my mind that meant probably 3-4 months for any major issues and less time with minor ones. I paid over well over market value at a figure of $7250. being assured the car was solid. after the said I found out the higher price was due to a hybrid battery change the cost of which was being reclaimed. the total battery replacement was not revealed, while the replacement is good, it should have been disclosed to me. knowing that I would have given some additional thought to the future soundness of the car. in 30 days, of which I was in the hospital for at least 7days the car was only minimally driven by my wife. in 30 days after the sale they identified that the complete catalytic emission system failed. at they in turn wanted $2000 to repair a 30 day only car. people would not return my calls and only when they did they 1st claimed they had no responsibility. while this was unacceptable, I wanted to negotiate up to a 50-50 split, the most I could get from them was 20% of $2000. this was also not acceptable. I can buy the same parts they claim are over $1200 for about $600 online . Then I would install which I am ca, but should do neither on a misrepresented cDesired Settlement: fix the problem entirely at their cost or buy the car back a my purchase cost. I also want to talk with [redacted], the CEO, to express my dissatisfaction with the way this was poorly handled and explain the damage this will do to baierl in publicity if this is not handled ethically and right, am a highly experienced chemical engineer with outstanding mechanical skills and knowledge, including automobiles. I am also logical and ethical. I will not be brushed off nor cheated.

Business

Response:

Baierl Automotive is in receipt of the consumer complaint referenced in the subject above, and while Mr. [redacted] contends wrongdoing on our part, we disagree with his assessment.

The paperwork for Mr. [redacted]'s transaction makes it very clear that he was purchasing an 8 year old [redacted] Civic Hybrid with 108740 miles in "AS IS" condition. Our internal repair order shows that we performed our standard used vehicle inspection before offering it for sale. The vehicle passed the state and the emissions test at that time. We also include a copy of the [redacted] vehicle history report that was in the deal folder and should have been presented to Mr. [redacted] at time of sale. It show the background on the vehicle available to the general public. Mr. [redacted] accepted the terms of the sale as noted by his signature on our purchase order, which we include.

In addition, we attached a copy of the Used Vehicle Buyer's Guide, which was posted on the car and signed by Mr. [redacted], and it also clearly states that the customer was purchasing an "AS IS" vehicle.

As for his desired resolution, Baierl Honda, and every other store in our auto group, stands behind the safety and quality of the vehicles that we represent for sale. We offered some assistance to him with the repairs on this vehicle, even though we had no obligation. The vehicle was purchased without any warranty. It is also clear that the amount offered to assist with this repair was insufficient in his mind. Our repair service is always available, and it is our assertion that the amount is appropriate.

If Mr. [redacted] desires a vehicle with a more comprehensive warranty or vehicle with a service agreement attached, we are willing to assist in that process as well at any of our franchises

Thank you for your assistance in resolving this matter

Review: Bought a certified used car from honda approximated around Sept 3,2013. Beautiful car was displayed on the showroom floor. After 3 weeks I went to start it and the battery was dead.I was told by the dealership that I didn't drive enough miles so when I got to work everyday I let the car run for about 30 minutes. I didn't know how old the battery was so I purchased another and it ran for a couple weeks and then this one went dead. I then took the car to be checked and had to purchase a rental car because thats what they said I had to do. Went to pick up the car, they replaced some sort of relay and said everything looked good. When I went to start the car the idle was so bad I asked one of the repair man to come look at it and he said " I never heard a honda do that before" so needless to say my car stayed to be fixed again and now they had to give me one of their loaner cars cause I had turned in the rental car already. I drove the car for several weeks when yes the battery died yet again. Bought a bigger battery and it happened again. It's an electrical problem that they said they didn't know how to fix. Numerous phone calls lead to no one calling me back at all. It appeared they were not wanting to stand behind their product and I was stuck. I had been a loyal honda customer for around 15 years. What a pity!!!!!! I have a dependable car now, no more begging people to take me to work or jump starting the battery after work at 12am. This has been a real nightmare for me.Desired Settlement: I put 7,000.00 down on the car I definately want that money back!!!! And the amount I paid out of pocket for the 2 batteries and rental car fees.

Business

Response:

The attached files show this customer's history from our computer system. The 2009 CR-V was purchased on 9/3/2013, and the transaction cleared the accounting office on 9/13/2013 as shown on the first page. The second page shows the notes from the repair orders associated with the vehicle after that date. The orders acknowledge that the customer had problems with the battery and electrical components. The records indicate that we replaced electrical relays. They also indicate that we neither observe any unusual draw on the battery nor could duplicate the problem when we had the chance. We are willing to stand behind any diagnosis and repair work when given the chance.

According to the customer's statement, it seems that she no longer owns this vehicle. Therefore, we cannot offer to do anything further with the vehicle itself. Any money associated with the deposit during the transaction for the car would flow through to the next transaction as part of the traded asset. Consequently, we will not reimburse her for the down payment as requested. We are, however, willing to look at the inconvenience endured by the customer during her short ownership period. Our records indicate that the customer chose to go elsewhere to purchase the batteries in this vehicle. Regardless, we are willing to reimburse her for the price of the rental vehicle provided the need for this expense stems from our work. We will also cover the charge associated with one battery.

Please submit the documentation for these expenses, and we will issue you a check for the appropriate amount.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Documents requested are attached.

Regards,

Review: Scheduled appointment two weeks in advance for vehicle services on Friday, November 20 at 8:30am. Spoke with Baierl day or so prior to ensure tires were in stock. Dropped car off on Thursday night, left all day Friday and was to pick up on Saturday. Services to be completed were 4 new tires, new brakes, inspection, oil change and fix parking brake. Received message Friday night at 5:07, returned message but did not receive return call until Saturday morning. Per Dennis, no work was performed on the vehicle other than to "look at it." Wanted to keep car through Monday because they were "behind". I'm 45 minutes away from the location, arranged for someone to help drop off/pick up car, arranged to borrow a car on Friday and the dealer did NOTHING to my vehicle as arranged through the appointment.Desired Settlement: The only thing that would ever make me associate in any way with any Baeirl ever again is a huge discount, a rental vehicle and a pick up service.

Business

Response:

BAIERL

Review: I purchased a used Hyundai from Baierl Toyota when I turned in a vehicle I leased from the same dealership. After cleaning it for the first time I noticed a blue stain on the rear leather seat that was not disclosed to me at the time of purchase when I drove the car off of the lot after dark. I presented the problem to Baierl Toyota who reluctantly removed the rear seat for over 8 weeks as they tried to fix the problem. When I got the seat back I was told that the foam was replaced and the leather cover painted. At the time it seemed that it solved the problem. In the months following their intervention, I noticed that the stain again seeped through the leather and the paint began to peel as my rear seat is heated. The condition has continued to deteriorate. I brought the car back to the dealership at which time the Toyota service manager immediately reacted belligerently telling me that if I brought a lawsuit he has receipts to prove that he replaced the whole seat, told me I was accusing him of lying, and the general manager refused to accept my complaint letter. After doing my own research, I found out where they purchased the foam for my car which proved that the service manager was indeed blatantly lying to me. They only purchased the foam, not a complete replacement seat which failed to correct the issue. I have then tried to contact [redacted], who is the point person for Baierl dealerships. A written letter with full documentation of all voicemails, pictures, and a timeline of the complaint was ignored. I tried to schedule a meeting with him and the receptionist only provided an email address, which I emailed and again was ignored. It is disappointing that they would treat any customer this way, let alone a returning customer. Additionally, for a woman-friendly dealership I experienced drastically different customer service when I was there by myself as a young female and when I was there with my father.Desired Settlement: Firstly, I would like an apology for the disrespectful customer service I received and an apology for trying to cover my complaint with lies, while also ignoring all of my communications. If the company has integrity, I would like the leather cover replaced, which is what should have happened in the first place. As the condition of my seat continues to deteriorate, the trade-in value of my vehicle is at risk. Painting the leather cover was an incorrect choice for a heated seat to begin with.

Business

Response:

There are two different components to this customer statement that need addressed. First, there is a question about disclosure. Part of our process involves showing or demonstrating aspects of the vehicle. This involves the customer having a chance to drive and see the vehicle first hand. I cannot speak to whether Ms. [redacted] followed the usual path of a customer with this phase, but I am completely aware that the Toyota store followed the documentation portion of disclosure to educate the customer. Several documents are included to demonstrate this type of disclosure. First, the Buyer’s Order, signed by Ms. [redacted] indicates she knows she’s purchasing a used vehicle. Secondly, we provide a separate warranty disclosure that indicates the 2011 Hyundai carried the balance of its factory warranty as part of the transaction. Finally, we have a copy of the vehicle’s history report in the transaction documents. I assume that she was given the opportunity to review them because it is customary, but the paper is not signed. Through the sales process that occurred well over a year ago, we disclosed plenty of vehicle information to Ms. [redacted]. If somehow we failed to show this stain on the back seat of her vehicle, I believe that our willingness to fix the problem at no charge demonstrates are integrity.

Ms. [redacted] main complaint is that we merely replaced the foam in here rear seat and tried to “paint” the leather seat cover. This fact is incorrect. Attached to this response is a copy of our purchase order, [redacted], as well as a copy of the invoice from Wright Hyundai. The documents indicate that our Toyota store ordered a complete pad assembly and leather cover for the rear seat. Wright Hyundai’s invoice notes that these items were specifically for her vehicle by displaying last 8 digits of the vehicle identification number in the top section. I apologize that Ms. [redacted] perceives that we held her back seat hostage for 8 weeks, but the shipment of these parts from Korea is outside of our control. We processed the order for the parts in a timely manner, and unfortunately, Hyundai was unable to send the replacement items quickly. Furthermore, the customer was neither charged for these replacement parts nor any labor associated with changing the components on the previously damaged seat.

At one point in the customer statement, Ms. [redacted] acknowledges that the repair we made worked, and that over time, the problem resurfaced. Her letter referenced that is started to resurface after spending time in Arizona. Given that we replaced the entire seat and cover, this issue is not something related to our work, and I would recommend that she address it with Hyundai, as it may stem from a problem with the heated seats or possibly from some other component or issue.

The final line of the customer’s statement bothers me more than the rest of the information presented because it’s personal not product related. Communication is a two way process. Our team members, who Ms. [redacted] references in both her statement and her letter, may have not found the right way to convey what we were trying to do to assist her with this issue. Then, once we repaired the vehicle, maybe we weren’t hearing the right things to help guide her with the ownership of the Sonata. If in some way our organization made Ms. [redacted] feel that she was less important than any other group of customers or that she was treated in appropriately, I apologize. The Toyota store has already reviewed this interaction once, and we will use it again for training purposes to see why our perception is different than the customer’s thoughts presented.

Consumer

Response:

Invoice [redacted] curiously shows the purchase of Hyundai Sonata parts. The documents provided therefore do not show that “the Toyota store ordered a complete pad assembly and leather cover for the rear seat”. The parts shown on this invoice are for a Hyundai Sonata. The cover listed is a cloth product as well, and I think we can all agree my problem is with a leather seat. The dealership must be confused because they even called out my “ownership of the Sonata” in their response to my complaint, when I would have hoped by this point that they realize I bought an Elantra off of them. I have educated myself enough to know that several Hyundai cars share the last numbers of their VIN, as is the case with my car, and the reason why Baierl ordered the wrong parts to begin with. I already alerted Baierl to the fact that wrong parts were ordered in my original letter from September stating that I “was told the delay was caused by the ordering of foam for the wrong Hyundai model”, as my salesperson admitted that to me when the “fixed” seat was first installed.

To be clear, the Hyundai part numbers in question are:

From the invoice: [redacted] Hyundai Sonata Rear Seat Pad

[redacted] Hyundai Sonata Rear Cloth Cover

The parts that would actually fit in my car:

[redacted] Hyundai Elantra Rear Seat Pad

[redacted] Hyundai Elantra Rear Seat Leather Cover

I hope that Baierl provided false documentation in an innocent error. I again ask the dealership to please thoroughly research the problem. I also encourage them to look through the paperwork on my car, because since Baierl ordered parts for the wrong model car one can assume that they should have documentation that the parts were presumably returned to [redacted] Hyundai making this whole invoice null and void.

If my case is being used “for training purposes”, I would recommend researching customer complaints thoroughly before providing an inaccurate invoice for work that was not actually completed because it does contribute to a customer feeling “less important than any other group of customers or that she was treated inappropriately”. Also, in the future, show customers the respect of spelling their surnames correctly because in the complaint response Baierl did just that, and when coupled with multiple grammatical errors it tells a customer that this complaint response was not given adequate attention.

Finally, for clarification, I spent time in Arizona while my car spent time in a climate-controlled garage here in Pittsburgh.

I do thank Baierl for their response, as my last two communications were ignored. I also appreciate the apology, which is the first that I have heard from their organization. However, I still eagerly await a more accurate portrayal of the issue from them. I do find it positive that in their complaint response they thought replacing the leather cover was an appropriate intervention. I agree it is appropriate and I look forward to that actually happening in the future.

Regards,

Business

Response:

This message serves as the second response to this matter.

The documentation provided with our initial response shows the complete detail that we have regarding the seat replacement. Our records do not contain a credit memo from Wright Hyundai for the parts listed, but in an effort to get additional detail, we approached Wright's parts team. A representative from Wright explained that the records they have regarding this purchase by our Toyota store were no longer available. Therefore, if our records are incorrect, as presented, they have at very least been consistent from the beginning of the interaction, and our ability to get additional detail is limited. Nothing was done intentionally to hide anything from the customer.

From our perspective, there are two possible solutions to this matter. It’s up to the customer to choose one or propose a different alternative. First, Baierl will again replace the seat for the customer at no charge. The customer can select any Baierl facility, and the chosen store will order the necessary items. Please realize that whatever time is tied to securing the parts is out of our control, but upon receipt of the parts we will schedule the work with the customer. We propose this option so that if the customer feels uncomfortable with the Toyota store or the people involved, it takes that out of the equation. The second option is that the customer can have the vehicle repaired at any Hyundai store she’d prefer. This choice take Baierl completely out of the equation. She can instruct the dealer to do the repair work, and we will pay the amount listed in our attachment for the parts required ($750.23) as well as one half of the labor required. This process will be handled through a purchase order or a check directly to the other dealer. If the customer has a different suggestion, we will listen.

We apologize again for our part of this misunderstanding.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I do greatly appreciate the response from Baierl. I accept their offer to replace the seat with a few conditions.

· I accept the replacement of the seat if that means a new leather cover and new rear pad.

· I would like the main Baierl dealership to perform the replacement, which in my understanding is Baierl Chevrolet located on Perry Highway in Wexford.

· I am happy to stop by the dealership with my car to ensure that the appropriate Elantra parts are ordered if there is still any confusion about what exact parts are required. Again, the invoice (priced at 750. 23) is not for parts for a Hyundai Elantra. In my last response to the dealership I outlined which parts I believe are needed and upon investigation they retail for more than that. I am expecting that both a gray rear leather cover to match my car’s existing interior and a rear seat pad will be replaced. I understand the time it takes to acquire the part is out of their control, but I expect it be honestly communicated to me.

· When the parts arrive, I would appreciate a call from Baierl to schedule an appointment with me. I have seen my rear seat removed very quickly and assume this replacement can occur while I wait. I would like to remind them that my rear seat is heated and the rear heating element needs to be functional after the replacement. After the work is finished, I would like to see the completed replacement seat and the damaged parts before they are disposed of. Documentation of the parts order and the seat replacement in some written form is requested as not requesting such paperwork in the past from a Baierl service department has caused me quite a headache.

· If the replacement does not occur as expected, I will not consider this complaint resolved.

I am very happy that it seems as though I have finally been referred to someone in the Baierl organization who understands that this has been quite a hassle for me and is finally willing to do what is right. I appreciate the impending replacement and am looking forward to a better customer service experience this time around.

Regards,

Review: I purchased a 2011 Acura TSX from Baierl Acura in Wexford, Pennsylvania, USA in June of 2011. Ive taken my car to Baierl Acura for service on 17 November 2011 at 7658 miles, 19 April 2012 at 14868 miles, 19 October 2012 at 21873 miles, 17 January 2013 at 26751 miles, 14 February 2013 at 28310 miles, 20 March 2013 at 31006 miles, 20 May 2013 at 33700 miles, and 17 June 2013 at 35094 miles.At the 20 May 2013 service, I reported a rattling/rumbling/squealing sound with the first start of the day. Baierl was unable to diagnose and fix the problem. I reported the problem again with the 17 June 2013 service. Baierl was still unable to diagnose and fix the problem.Since Baierl was unable to determine the cause of the rattling sound upon engine start, I took my car to a different Acura dealer on 11 Sep 13. The service team at that dealer diagnosed the problem within 10 minutes! Acura had issued a Technical Service Bulletin for VTC actuators identifying the problem and recommending the appropriate solution. While my car was at the other Acura dealer, I also requested an A-1 maintenance service that was due (car has 38815 miles). A few minutes after putting my car on the lift and elevating it, the technician returned to the waiting area to get me. I followed him to the car, looked at the underside of the engine area where he was pointing, and discovered zip ties holding something in place! To my shock and horror, the technician explained that apparently a Baierl technician stripped the screws out of the splash guard and, rather than initiating a proper repair with the appropriate parts, used zip ties to hold it in place. Baierl Acuras utilization of zip ties on my car is completely unacceptable. I purchased an Acura from an Acura dealer. I take my car to an Acura dealer so that it will be serviced by a certified Acura technician and, if needed, Acura parts will be used for any repairs. A Baierl Acura technician broke the splash guard on my car, failed to fix it, then put on zip ties instead of Acura parts to hold the broken piece in place.Desired Settlement: I no longer trust Baierl. My preferred resolution is to have another Acura dealer perform the repair and Baierl pay for it.My second choice is to have Baierl perform the repair at no cost to me and provide a loaner or rental car to me while the repairs are taking place. Once the repair is complete, I will take the car to another Acura dealer for verification that the repair was made and with the proper Acura parts.

Business

Response:

I spoke w [redacted] of Baierl today, he is going to call you to make the situation correct. I told him that we did speak and that I told you I would be requesting him to call you.

Review: I purchased a 2008 Jeep Compass on 9/29/14 as a certified used car along with the Q certified warranty. On 7/22/15 the transmission was replaced under warranty by [redacted] Chrysler Dodge Jeep Ram. However they noted there was severe rust degradation to the front crossmember that the warranty company would not cover. Not only could the transmission not be properly mounted to the car, but the car will not pass PA state safety inspection. The dealer inspected this car on 9/16/14, yet ten months later it is noted the car is a severe liability to my person and others on the road. I tried contacting used car sales manager, [redacted], and to date he has not returned my calls.Desired Settlement: As a student, I felt secure buying a car that was capable of getting a Q certified warranty only to find out it never should have been allowed to be sold or driven in the condition the crossmember was in. All I want is to have the vehicle that was represented to me at time of sale. As per enclosed pictures of crossmember this massive rust degradation clearly could not have incurred in the 10 months since being inspected by the dealer, Baierl

Business

Response:

On October 29th work was completed on 2008 Jeep Compass. Replaced subframe, replaced outer tie rod, mounted and balanced two tires all free of charge. On November 5th the customer returned to have his vehicle inspected and that was also done free of charge. We believe we have done everything possible to correct this situation. Please let me know if I need to provide you with any additional information. Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Purchased new Toyota in August 2014. December 2015 my mother wanted to buy me a remote starter as a Christmas present. She contacted Toyota to make apt. for installation, Toyota advised Toyota did not make remote start for my make/model of car, was advised to go through [redacted] (a 3rd party installation Toyota themselves use) & also installation would not void warranty. Had remote start placed mid December 2015 through Toyota suggestion @ [redacted]. Noticed low tire pressure light on shortly after. Visit #1 at Toyota, technician states I needed a new sensor, which needed ordered. Visit #2 had new sensor installed under warranty, technician had trouble programming sensor thought possibly from remote start installation advised I call [redacted]. Installation tech at [redacted] contacted Toyota who OK'd him to come to Toyota to "snip" wires to deactivate remote start so repairs could be made. Toyota still unable to find problem w/ communication, advised to come back at another date to check out again. Visit #4 w/ Toyota advised me to have remote start removed completely from vehicle so no communication issues presented a potential problem. Had remote start uninstalled @ [redacted] on 1/26/15. Took back to Toyota for visit #5 who states repairs will now not be covered under warranty since remote started was installed @ a 3rd party location. No resolution as of yet.Desired Settlement: Cost of repairs covered through my Toyota Warranty covered.

Business

Response:

I have attached statements from both our Sales Manager, Brad P[redacted] and also our Service Manager, Tim F[redacted]. We have taken care of this and paid for her repairs of which we were not responsible for. Should you need any additional information, please do not hesitate to contact me.