Bob Valenti Automall

JOE "POLO" C [redacted] SALES When I lived in Mystic, CT, and my son would have his [redacted] pickups serviced at Valenti’s Auto Mall, we would sit and chat with Joe P [redacted] while waitingI had a [redacted] PickupWhen it came time for me to trade the ***, I went to the [redacted] dealer where I had purchased it new but before signing, I went to the [redacted] showroom at Valenti’s and spoke with Joe P***He was able to get me into the same year [redacted] with more features, for much less that a similar [redacted] hadI bought the Silverado last year I also had a year old Dodge Caliber and felt it was time to trade that alsoBeing years old, I was looking for a smaller car but with all the goodiesI liked the [redacted] ***Even though I have since moved to another city, I went back to Valenti’s and spoke with Joe, who is a very personable and knowledgeable young manI told him how much I wanted to spend and he found me the perfect “Red Hot” [redacted] Hatchback for well under the price I had in mindNeedless to say, I am very pleased that I once again, chose to work with Joe P***I highly recommend, if you are looking for a [redacted] or a good used car, to see Joe

Complaint ID#: [redacted] Company Name: Bob Valenti [redacted] Company Contact Name: [redacted] Company Contact Phone: ###-###-#### Company Contact Email: [redacted] /> Consumer's Name: [redacted] Revdex.com Staff Member (if you know): [redacted] Complaint Information: Dear [redacted] ***, Revdex.com It does seem that someone jumped the gun here in the writing of this letter on the 21st day of AugustValenti received the vehicle on August 17, after further inspection after working on the vehicle it was found that additional parts would have to be ordered after insurance company approvalThe Insurance Company decided to inform the customer that because of the additional parts needed the vehicle would not be ready until Sept 2-not ValentiAs the case ended [redacted] picked up her vehicle on the 27th of August that is days Valenti had the vehicleWe feel work was completed in a reasonable amount of timeWe are sorry but will not cover any deductible [redacted] GM Sent on: 9/3/10:13:AM

Awful! if you like to have your car ransacked every time you get an oil change… This is the dealership for youIf you like to get called a liar when you call the owner and say you were stolen fromthen run right down here and buy a car:/ I have free oil changes for the life of my vehicle and I will never go there for oneI don't need my car ransacked and I don't need to be stolen from after I spend a butt load of money on a car

Awful! if you like to have your car ransacked every time you get an oil change… This is the dealership for you. If you like to get called a liar when you call the owner and say you were stolen from... then run right down here and buy a car:/ I have free oil changes for the life of my vehicle and I will never go there for one. I don't need my car ransacked and I don't need to be stolen from after I spend a butt load of money on a car.

Complaint ID#:    [redacted]
Company Name:    Bob Valenti [redacted]
Company Contact Name:    [redacted]
Company Contact Phone:    ###-###-####
Company Contact Email:    [redacted]
/>
Consumer's Name:    [redacted]
Revdex.com Staff Member (if you know):    [redacted]
Complaint Information:    Dear [redacted], Revdex.com It does seem that someone jumped the gun here in the writing of this letter on the 21st day of August. Valenti received the vehicle on August 17, 2014 after further inspection after working on the vehicle it was found that additional parts would have to be ordered after insurance company approval. The Insurance Company decided to inform the customer that because of the additional parts needed the vehicle would not be ready until Sept 2-3 not Valenti. As the case ended [redacted] picked up her vehicle on the 27th of August that is 10 days Valenti had the vehicle. We feel work was completed in a reasonable amount of time. We are sorry but will not cover any deductible. [redacted] GM
Sent on:     9/3/2014 10:13:44 AM

JOE "POLO" C[redacted] SALES. When I lived in Mystic, CT, and my son would have his [redacted] pickups serviced at Valenti’s Auto Mall, we would sit and chat with Joe P[redacted] while waiting. I had a [redacted] Pickup. When it came time for me to trade the [redacted], I went to the [redacted] dealer where I had purchased it new but before signing, I went to the [redacted] showroom at Valenti’s and spoke with Joe P[redacted]. He was able to get me into the same year [redacted] with more features, for much less that a similar [redacted] had. I bought the Silverado last year. I also had a 7 year old Dodge Caliber and felt it was time to trade that also. Being 73 years old, I was looking for a smaller car but with all the goodies. I liked the [redacted]. Even though I have since moved to another city, I went back to Valenti’s and spoke with Joe, who is a very personable and knowledgeable young man. I told him how much I wanted to spend and he found me the perfect “Red Hot” [redacted] Hatchback for well under the price I had in mind. Needless to say, I am very pleased that I once again, chose to work with Joe P[redacted]. I highly recommend, if you are looking for a [redacted] or a good used car, to see Joe.

Review: I went to get my routine oil change and one hour later sevice rep came out and the first thing he asked me is how much do I know about cars I dont know much then explaned that the oilpan where the plug goes is completely stripped not the plug the pan and told me it would cost me 700 bucks to have it replaced I asked him how can something like this happen h replied its a normal wear n tear when getting regular oil changes so I called around a number of diffrent certified mechanics and every one of them told me the same thing that for the oilpan to be stripped like that it was due to neglagence on the person or persons doing the oil change they also stated( the other machnics) they have seen where the plug has to be replaced but never the oilpan I feel that they should admit their fault and fix my car instead they put a plug in it for a temperary fix and it didnt even hold my car is now on the sid of the road waiting to be towed to my resadence ...thank you for taking the time to read my complaint .......[redacted] I do have in hand that they are the only people who do my oil changes because its free for the life of my car with themDesired Settlement: DesiredSettlementID: Refund

I would like to be refunded the money I have to pay for someone to replace my oilpan.I also would like for the service maneger [redacted] to be repromanded in some way for disrespecting me by yelling at me and telling me they dont make mistakes

Business

Response:

Contact Name and Title: [redacted]

Contact Phone: [redacted]

Contact Email: [redacted].com

Mrs. [redacted]es indeed take advantage of our free oil change program, and indeed did bring in her 10 year old 2003 [redacted] with 147000 miles on it for a oil change to be performed. When our technician removed the oil pan drain plug the aluminum threads from the oil pan came out on the steel drain plug. This is not an everyday occurrence but is not uncommon with older high mileage vehicles. At this point we explained the situation to Mrs. [redacted] and that after roughly 45 oil changes and 147000 miles the threads in the pan wore out and came apart, she then called her husband who to our understanding works at a auto parts store and explained it to him, he came down with some aftermarket repair kits made specifically to address this concern. Unfortunately none were the correct size. They left the vehicle here and we continued our search for a repair solution, our local [redacted] store was able to locate a proper size repair drain plug kit , we installed it at no charge and explained it to be a temporary fix only. We explained that the proper way to fix this is to replace the oil pan, we check for some aftermarket oil pans and was surprised to find a local auto parts store had one in stock. We wondered if oil pans never fail why is one stocked at a small auto parts store?

We do perform all her FREE oil changes , oil changes are a basic simple maintenance item that do not require advanced skills to perform, and unfortunately on older vehicles aluminum threads can fatigue and break loose from the oil pan.

When Mrs. [redacted] came to pickup her vehicle the next day I did speak with her regarding her concern, But I never yelled at her, I tried to explain the situation she became very combative and would not let me speak at all. At the point I realized that she would not let me speak and just wanted to yell I simply let her know that the replacement plug was no charge and please return when you replace your oil pan to continue with your free oil changes when needed. Upon leaving she continued to yell walking thru the shop area to her car.

Mrs [redacted] called and spoke to the owner about her concern and he explained that metal does fatigue after time, she explained her displeasure and stated that she is having some else do it for about 200.00.

It is unfortunate that this repair was needed but that is why repair kits are made in the aftermarket and why auto parts stores stock replacement oil pans. If this was a newer vehicle with a lot less miles I could understand her concern but a vehicle 10 years old and 147000 miles on it with about 45 oil changes made to the vehicle it is understandable that this kind of thing can happen.

Consumer

Response:

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I do not except their responce because its false [redacted] was got loud with me before I got more upset and he did not once say please and it was a big issue for him to amit one of his people made a mistake the tred from the oil pan "simply fell out" when machanic changed oil other mechanics told me the only way for that to happen is if the person that changed my oil before he did put the plug in wrong or if the plug was also worn and the plug was not worn because it was shown to me and mechanic said the plu was like new therefor I still believe its their fault and [redacted] is not telling the truth because he was screaming at me and was very in apropriate . I did get the problem fixed but it is very unlikely I will bring my car back to BOB VALENTIS for my oilchanges.My husband has been doing his oil change on his 1992vehichal on his own for the past 10 years and not once did he have to repplace his oil pan

Review: Two weeks ago I brought my car that I had purchased from Bob Valenti to be looked at for repairs. I had someone from the [redacted] body shop come out, look at my car and compare his assessment of the damages to what my insurance company had said. After talking with the repair shop, we had scheduled for my car to come in 2 weeks later for repairs that would take a week. I was told the parts would be ready then. On Monday, Aug 18, I dropped off my vehicle to be repaired. I was told I would receive any calls for additional damage that was found but my car would be ready within a week. On Thursday I received a call from my insurance company saying they just met with the body shop and my car would not be ready until Sept 2. I then called the body shop only to be told that the damage that was found 2 weeks prior was not documented and parts were not ordered because they were not available. I was then told my car would not be ready until Sept 2-3 and that they would order my parts today, even though they were suppose to be ordered 2 weeks prior. I did not receive any call stating that the repairs would not be done for another weeks and a half or that parts could not be ordered. I have now been without a vehicle for 4 days and am expected to go without a vehicle for another 9 days. I had been assured multiple times that the parts would be there and my car would only take a week to repair unless damage under the hood had been found, and that has not even been assessed yet. I do not understand how 3 weeks can go by and faulty promises by a well known dealership are not being fulfilled. I could of kept my car for this week and brought it in when the parts were received.Desired Settlement: I would like my deductible to be covered by Valenti and if needed a rental car be covered because I start school and work in 6 days and need a vehicle for it.

Business

Response:

Complaint ID#: [redacted]

Company Name: Bob Valenti [redacted]

Company Contact Name: [redacted]

Company Contact Phone: ###-###-####

Company Contact Email: [redacted]

Consumer's Name: [redacted]

Revdex.com Staff Member (if you know): [redacted]

Complaint Information: Dear [redacted], Revdex.com It does seem that someone jumped the gun here in the writing of this letter on the 21st day of August. Valenti received the vehicle on August 17, 2014 after further inspection after working on the vehicle it was found that additional parts would have to be ordered after insurance company approval. The Insurance Company decided to inform the customer that because of the additional parts needed the vehicle would not be ready until Sept 2-3 not Valenti. As the case ended [redacted] picked up her vehicle on the 27th of August that is 10 days Valenti had the vehicle. We feel work was completed in a reasonable amount of time. We are sorry but will not cover any deductible. [redacted] GM

Sent on: 9/3/2014 10:13:44 AM

Review: My husband and I purchase a 2011 Chevrolet Silverado crew cab truck at this facility. At the time of purchase we were told that we would receive free oil changes for the life of the vehicle. They had us sign the paperwork involved and slipped in a form stating that in order for us to get the oil changes free we would have to have all maintenance work done there. Well the first 2 or 3 changes there were no problem...then they said oh you need to have the tires rotated for 25.00 at least every other oil change! I spoke with a manager and he said don't worry about it, I'll give my approval and you will be all set from now on. Well, I bring my truck in today 9/4/13 and the manager got in my face saying well you signed the paper when you bought the truck and why did you buy the truck here anyway...for the free oil changes?! He was extremely rude and didn't care about me at all. Absolutely poor customer service. I look on the service pricing board and it states free oil change with purchase of a vehicle at there dealership. I also have a card stating the same thing. I told the manager this and he said well the maintenance part wouldn't fit on that little business card! I'm so disgusted at this point I want to tell the world what a horrible dealership this is...don't do business here. I'm hoping that some good can come of this, I'm tired of being bullied by this dealership. Oh, and it also said on the sign service with a smile....oh please!!!Sincerely,[redacted]

Product_Or_Service: free oil changes

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to have the oil changed without being bullied everytime I go there.

Business

Response:

Business Response /* (1000, 5, 2013/09/10) */

Contact Name and Title: [redacted] Walsh

Contact Phone: XXXXXXXXXXx 241

Contact Email: [redacted]@bobvalentiautomall.com

We are very sorry for the [redacted]'s concern, Effective 1/1/10 a policy was adopted to require manufacturers recommended maintenance to be performed in order to receive free oil changes. This policy is on all sales agreements and completely gone over with every customer when a vehicle is purchased from us. We try to work with our customers and if they still do not want to perform the maintenance then we generally give the first few oil changes free with a reminder that maintenance must be performed to continue the free oil change program, but there is a point where we must stand on our policy and deny further free oil changes. Mrs [redacted] was reminded several times of the policy and indeed was given her last oil change at no charge. We do not "slip in " any form or paper work, our finance manager goes over every paper that is signed by a customer explaining in detail the purpose of every form. When Mrs. [redacted] asked to speak to the manager she was shown the papers signed at time of delivery. She at that point became combative and accused us of lying and adding stuff after the fact. We explained that it was gone over and signed for at time of delivery but she would not understand that fact.

We feel badly about this situation but this is an established policy signed by the customer and Mrs. [redacted] was advised multiple times that if she did not perform the maintenance on her vehicle the program would be stopped. No one bullied Mrs. [redacted] she was just asked to adhere to a policy that she agreed upon and signed for when she bought the vehicle.

Consumer Response /* (3000, 7, 2013/09/11) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

We have done all of the maintenence work as described by the manufacturer. So why are they reneging on the free oil changes? As far as me being combative, that is absolutely absurd, if anything the manager was in my face yelling and twisting my words around. I never accused him or anyone else at the dealership of slipping in any paperwork I didn't sign. The way the contract is worded we have complied with doing the maintenence so you're the one going against your own policy.

Just as I don't have to go to a certain dealership to have work done on my vehicle if I was involved in an accident, I don't have to go to your dealership to have simple routine maintenence done on my vehicle. Please kindly let me have my oil changed in the Silverado we purchased from you for life, as stated on vehicles in your lot presently, and on the board hanging behind the sevice department desk. I'm not asking anything more than what was offered to me at the time of purchase. This type of ignorance on your part is very disturbing to me and my husband.

Review: Purchased used Explorer. Had to bring in for service many times. Major water leak (took dealer TWO TIMES to properly repair), and MAJOR hesitation issue, which dealer attempted to repair first time, but failed. In three more times for this -- dealer made several claims: 1. We fixed it already. 2. We can't re-create the problem. 3. There isn't anything wrong / we can't find anything wrong. Now out of warranty, and no longer driveable due to severe, and worsening hesitation. My mechanic diagnosed the $1100 repair issue IMMEDIATELY. Dealer now offers to repair for less, the problem that NEVER existed! ((scratches head))

Product_Or_Service: 2007 Ford Explorer

Order_Number: XXXXX

Account_Number: XXXXX deal XXXXX

Desired Settlement: DesiredSettlementID: Replacement

Desire replacement as issue has left vehicle undriveable; likely w/ added, more serious problems as result of original problem. Already had to pay for diagnosis. Now engine check light on & flashes during severe hesitation, signaling catalytic demise. Originally wanted dealer to pay costs, but dealer refuses. NOW desire 100% vehicle replacement. By the way, I had, just a bit earlier of this purchase, bought a nearly new vehicle from [redacted]. Is this how thet treat repeat customers?

Business

Response:

Business Response /* (1000, 5, 2013/04/15) */

Attached is the letter that was sent to Mr.[redacted] on March 20,2013

Dear Mr. [redacted],

I have recived your letter dated March 12,2013 regarding a request for additional repairs to the 2007 Ford Explorer you purchased From [redacted] Ford on June 29,2011 with 64,570 miles.Our warranty is 60 days 3000 miles from the date of purchased on used vehicles.Your vehicle has approximately 78,255 miles which is over almost 11,000 miles and about 19 months out of warranty.

According to our records we replaced coils and plugs in #2 and #6 in July of 2011.The vehicle was repaired over a year ago and was operating correctly when it left our facility.By now,over 16 months later additoinal coils or plugs may need to be replaced if you are having another problem with thevehicle.I spoke to our service dept. and I don't belive you need all 8 coils to bereplaced,as the vehicle would not be running if that was the case.

We would be happy to look at your vehicle and diagnose the problem ourseelves and I belive we could fix the vehicle for less than quote you recived from your repair facility.Pleasecall our service Dept. and speak with Hugh Stack our

service manager if you would liketo schedule an appointment, Thank You

[redacted] A [redacted].

President

Consumer Response /* (3000, 7, 2013/04/17) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

Now they want to repair the issue that they earlier claimed either wasn't there, or couldn't be replicated. Vehicle now undriveable, smells of burning, emissions failed, and off the road. I CANNOT afford to have this primary vehicle repaired due to the expense. As stated, I had it in 3-4 times for the same issue while under warranty. Vehicle is disintegrating now, thanks to dealer's indifference. Demand new replacement. Dealer evidently below-board --- case will now be accelerated to MVD, State of CT, and Ford Motor Company, just to name a few ... this is FAR FROM OVER, mr. [redacted].