Bobby Rahal Auto Group

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

Dear Mr***In researching the referenced complaint (# [redacted] I have learned the followingSince the date of her letter, December 9th , Ms [redacted] has received her prorated refund check and is satisfied that the issue is now resolvedIt is unfortunate, however is our reality, that processing tire warranty claims move at the pace chosen by the tire manufacturerWe have little influence on the pace of these matters and typically they take at least daysWe are sorry that this process takes so long but once the claim and tires are returned to the tire manufacturer it is pretty much out of our control until payment or a final disposition is determineWe did make follow up calls to the manufacturer however we could have at the same time updated our client of this effort as wellWe will strive to be better in the future regarding keeping our client informed on the progress of their tire claim.Respectfully,Rick S [redacted] V.Pof OperationsBobby Rahal BMW

Gentlemen: Mr [redacted] , Vice President, Pittsburgh Operations, Bobby Rahal Automotive Group, stated nothing accurate (dollar amounts, tire tread depth measurements excluded) in his response to the Revdex.com or in the work order, as noted by my initial letter, with the exception that the vehicle had no significant issues prior to bringing it to the dealership but it did afterwardsAs my attorney stated, Mr [redacted] and his team messed up and blamed me for it I have since resolved the issue myself by analyzing what Mr [redacted] ’s technicians did and reversing it I essentially gave this information to the during the negotiations but they refused to listen The things Mr [redacted] said that I was informed of or had stated myself were false He is making things up In our last phone conversation, I detailed the mess that the dealership had made of the situation and then refused to listen to him go on about his years of customer service experience He was attempting to control the conversation where he wanted it to go and subsequently hung up on me As far as I know, I am no longer welcome at that dealership If Mr [redacted] suggests that what he has offered is in fact customer service, then perhaps he should give his salary, of years, backThe radio knob was broken by the dealership I am an automotive engineer with specific knowledge in that very area and the only viable explanation is that it was done out of spite, an attempt to ‘hurt’ me because I had exposed their incompetenceThank you

Dear Mr***,I'm writing in response to claim # ***The date and timeline as described is accurate however the description of our staffs behavior is not as well as the clients conduct is not clearly represented.As describe by our staff and the client's conduct that was witnessed:•A free
loaner car was provided and the dealership policy is to provide a loaner at no charge and gas levels to range from % to a tankOur clients are to replace the fuel that is used during their operation.• Loaner car agreements must be completed in full in order to protect both our client's and the dealerships liability.• Adding more fuel was not denied just indicated that it would take additional time to do so.• Client did use profanity, throw the pen back at our staff member and ultimately upset our staff member to the point of tears.• Our manager was requested by our staff member to help, a manager of years tenure greeted the client inquiring as to whether she threw a pen or used profanity in front of our staff member, immediately in sighting a reaction from the client threatening to call the policeAt that time our manager stated that maybe that would be a good idea.• Ultimately the client finished properly completing the loaner agreement and left.• The following morning the attached Google review was posted.• After discussing the event with the staff involved I reached out to the client to discuss her experience.• I promised to complete the repairs to her car and provide a valet service to return the car to her at her convenience, which she accepted.• I asked the client that based on our conversation would she consider taking down the google post or at least change it as it hurt me and our staff to have such defamatory acquisitions made about our business in a public forumHer response was, maybe, only if the staff wrote an apology note to her.• Vehicle was returned to client on 10/with all repairs completed.• Post is still up, client called back on 10/after a mile trip and left a voice mail message stating to me that her Tire Pressure Monitor lamp has come back on (Was one of the original concerns from the appointment on the 14th and continued to state not to contact her again ever again and that she demanded a full refund of $of she was going to call her attorney.• Attached is my written communication to Mrs*** thru e-mail simply requesting the opportunity to correct anything we may have done wrong, fully understanding the operation of the Tire Pressure Monitoring system and that it may have come back on for something completely unrelated to the original repairs.• To date I have not received a response.Our company strives to meet our client's expectations and most importantly treat everyone courteously, professionally, equally and fairly without prejudice or regard to age gender or race.I will consider our client's demand for a full refund and then exercise my right to no longer service her vehicle as her conduct, lack of willingness to allow us the chance to even determine if we did not fix the vehicle correctly is very unfair to our staff and our organization.Sincerely,Rick S*Vice President of Operations Bobby Rahal Automotive

I have reviewed in detail our client’s complaint as well as the condition report of her lease return withthe vehicle ID# of *** on 4/29/My findings are as follows.Under the agreed requirements of the lease at time of signing the client is obligated and agrees to thereturn of
their leased car to an authorized BMW dealer with a minimum tire depth of 4/32” (1/8”)measured from the thinnest tread not on the wear barThe fee is $per incidentMs***’svehicle had rear tires below this minimum standard and therefore the amount accessed at time of turnin was correct and fair.The information she was provided during the turn in process indicating she would be receiving a $350fee refund was completely incorrect and was a result of inexperience from a team member and somefailed trainingWe train our staff with the understanding that it is Ok to say they don’t know the answer,but then find outIn this instant I fully believe our Team member thought they knew the correctanswerAs a result, I will be sending our Client a refund check in the amount of $I have contactedMs*** directly to inform her of my response and she seems to be satisfied with our resolveIt is ourhope she will consider us for her automotive needs in the future.Bobby Rahal BMW strives to present and represent every transaction with complete honesty andtransparencyThe result of this philosophy enables us to build a strong customer first reputation in themarket place.Best Regards,Rick S*V.Pof Operations

I have attempted to outline below all the service action we have taken in aneffort to reach a satisfactory solution for our clientIt is always our goal to exceed ourclient’s expectation and provide a culture of caring that redefines the automotive salesand service experienceThat being
understood, there unfortunately comes a timewhere expectations are unreasonable and demands and accusations are unfair.RO#1/05/Warranty work was performed for a check engine lamp.Client also stated there was a vibration felt in the steering wheel.Technician recommended performing a wheel road force balance on thevehicle due to our test drive that not only verified a steering wheel vibrationbut we also detected a vibration in the driver’s seat that often indicates reartires that could be out of balance or possibly bent wheels.Client declined recommended road force balance and requested we onlyperform a standard balance on just the front tires.As part of our customer care process each car has a Rahal Vehiclecondition inspection performed and form completedSeveral items were notedto the client at pickup including the need for replacement of the front wipersdue to streaking.Client was charged $for all services performed during this visit.1/12/Client contacted the dealership around the 8th or 9th withthe following concernsClient stated that the car is now pulling to the right andthat his demands were for us to fix this issue immediately as well as for us toreplace his wipers as they were fine when he dropped off his car so we musthave damaged themHe also demanded that we replace the fuel that we usedduring the repair process at his visit on 1/05/as we drove the car milesduring our quality control procedure.We offered and delivered a free BMW loaner to our client’s home and broughthis vehicle back to the shop to diagnose and attempt repairsOur Shopforeman and Service Manager drove the car and confirmed the car was pulling to the right

Gentlemen: Mr. [redacted], Vice President, Pittsburgh Operations, Bobby Rahal Automotive Group, stated nothing accurate (dollar amounts, tire tread depth measurements excluded) in his response to the Revdex.com or in the work order, as noted by my initial letter, with the exception that the vehicle had no significant issues prior to bringing it to the dealership but it did afterwards. As my attorney stated, Mr. [redacted] and his team messed up and blamed me for it.  I have since resolved the issue myself by analyzing what Mr. [redacted]’s technicians did and reversing it.  I essentially gave this information to the during the negotiations but they refused to listen.  The things Mr. [redacted] said that I was informed of or had stated myself were false.  He is making things up.  In our last phone conversation, I detailed the mess that the dealership had made of the situation and then refused to listen to him go on about his 35 years of customer service experience.  He was attempting to control the conversation where he wanted it to go and subsequently hung up on me.  As far as I know, I am no longer welcome at that dealership.  If Mr. [redacted] suggests that what he has offered is in fact customer service, then perhaps he should give his salary, of 35 years, back. The radio knob was broken by the dealership.  I am an automotive engineer with specific knowledge in that very area and the only viable explanation is that it was done out of spite, an attempt to ‘hurt’ me because I had exposed their incompetence. Thank you.

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

Dear Mr. [redacted]In researching the referenced complaint (#[redacted] I have learned the following. Since the date of her letter, December 9th , Ms [redacted] has received her prorated refund check and is satisfied that the issue is now resolved. It is unfortunate, however is our reality, that...

processing tire warranty claims move at the pace chosen by the tire manufacturer. We have little influence on the pace of these matters and typically they take at least 90 days. We are sorry that this process takes so long but once the claim and tires are returned to the tire manufacturer it is pretty much out of our control until payment or a final disposition is determine. We did make follow up calls to the manufacturer however we could have at the same time updated our client of this effort as well. We will strive to be better in the future regarding keeping our client informed on the progress of their tire claim.Respectfully,Rick S[redacted]V.P. of OperationsBobby Rahal BMW

Review: Hello, I am filing this complaint against Bobby Rahal BMW dealer for poor customer service and deception by staff members. 3 years ago, I leased a car from this dealer for 3 years lease. I have returned the car 3 weeks before due date after 3 years of perfect payment history and with 15,000 less mileage that what I am supposed to use. The car was in excellent condition. I turned down the offer from the same dealer to get another car due to history of poor customer service and no respond to my calls or questions. This dealer is about getting customer and not about keeping them!

When I returned car, the lease agent checked the car and told me despite the low mileage and the excellent condition of the car, I would need to pay for new back tires ($600) which absolutely made no sense to me. I should've taking the car back, changed the tired myself and saved money but I did not think fast and agreed on paying for the new tires. The lease agent then proceeded to tell me that I would get back from BMW financials a check for $350 for the low mileage. I agreed, signed the end lease papers and left.

Couple of weeks later I received the statement form BMW financials requesting I pay $1045. I was puzzled about the amount and called the dealer again and spoke with the sales man I was dealing with when I leased the car. He asked his manager while I was on the phone and confirmed that $1045 is the price of the tires + $350 for not leasing or buying another BMW car which the lease agent failed to tell me before when returned the car. Also and just as the lease agent said before, the salesman confirmed by his manager that I should get a check for $350 for returning the car with 15,000 less mileage what I am supposed to. Three staff from then dealer said the same thing. I waited a month and nothing came my way.

Finally, I received a 2nd letter from BMW noted as final notice and asked to pay the full amount within 3 business days. I called BMW and I was informed then that I am required to pay the $1045 and that there is NO such thing as $350 going back to me. BMW financials themselves told me that the “dealer made this deceptive statement just because I wanted to hear that” and that they are not responsible for the dealers actions or lies. BMW financial put me in a conference call with the dealer at the sometime and the sales person now said that he made a mistake and that he was under the impression that I would get back $350 and apologized for the mistake. I know for fact it was not a mistake since three people from that dealer said the same thing.

BMW is a high class automobile company and customers who leased or purchase their cars should expect honesty and good sales ethics. Dealer represent a car company and if BMW allows a dealer to treat customers in such manner, then they are at fault too. I recently bought a car from Audi and very happy with my purchase, company and dealer. Bobby Rahal dealer lost a customer and so is BMW. I will never recommend this company or dealer to anyone.

Thanks!

LinaDesired Settlement: I would like to receive the $350 I was told about and reconsider the tire change cost that I was asked to pay for a car that almost new.

Business

Response:

I have reviewed in detail our client’s complaint as well as the condition report of her lease return withthe vehicle ID# of [redacted] on 4/29/2016. My findings are as follows.Under the agreed requirements of the lease at time of signing the client is obligated and agrees to thereturn of their leased car to an authorized BMW dealer with a minimum tire depth of 4/32” (1/8”)measured from the thinnest tread not on the wear bar. The fee is $300 per incident. Ms. [redacted]’svehicle had 2 rear tires below this minimum standard and therefore the amount accessed at time of turnin was correct and fair.The information she was provided during the turn in process indicating she would be receiving a $350fee refund was completely incorrect and was a result of inexperience from a team member and somefailed training. We train our staff with the understanding that it is Ok to say they don’t know the answer,but then find out. In this instant I fully believe our Team member thought they knew the correctanswer. As a result, I will be sending our Client a refund check in the amount of $350. I have contactedMs. [redacted] directly to inform her of my response and she seems to be satisfied with our resolve. It is ourhope she will consider us for her automotive needs in the future.Bobby Rahal BMW strives to present and represent every transaction with complete honesty andtransparency.. The result of this philosophy enables us to build a strong customer first reputation in themarket place.Best Regards,Rick S[redacted]V.P. of Operations

Review: Dear Sirs:On Friday, January 2, 2014, I dropped my 2008 BMW 535xi off at the Bobby Rahal BMW dealership service center with an engine light on that was due to a high pressure fuel pump failure, completely covered by a BMW extended part warranty and a request to have the front tires balanced to correct a vibration in the steering wheel. There were no other issues with the vehicle. The fuel pump was to my knowledge replaced appropriately. As of today, Monday, January 19, the vehicle pulls significantly to the right, the tires that were supposed to have been balanced to correct the steering wheel vibration issue have been moved to the back and the volume knob on the radio is broken. I have done everything that I can do to resolve the issues with the vice president of Pittsburgh Operations, Bobby Rahal Automotive Group, Rick [redacted], but have been unsuccessful. In our last phone conversation, because I would not let him tell me about his years of experience providing customer service, he hung up on me. I realize that Mr. [redacted] and many of his subordinates are more interested in talking about customer service than providing it. In this case, I heard excuse after excuse but the fact remains, my vehicle now pulls significantly to the right when it had never done so prior to dropping it of at the Bobby Rahal Dealership on Friday afternoon, January 2, the tires that I paid to have balanced may not have ever been balanced correctly and the interior is damaged, as mentioned, in a way that could only be explained through misuse.Many questionable details surround what should have been a very simple technical problem to resolve ie. the vibration in the steering wheel. I picked the vehicle up on Wednesday, January 7, and found a technician putting air in the front right tire. He said that the TPM had gone off. I found this strange since they (Bobby Rahal BMW) were supposed to have balanced that tire. I know that they had test drove the vehicle 35 to 40 miles to validate the repair covered by the manufacturer warranty. The fact that they were putting a significant amount of air in a tire that had no prior history of air leaks could suggest several things. The cold weather could have left the tire low that day but it had been very cold for several days and no other tire was affected. The tire could have lost air theoretically if some damage had occurred during the test drive such as hitting a pot hole. Most likely, the tire was low when it was balanced and therefore balanced incorrectly. When I drove the vehicle the vibration in the steering wheel was improved but still present. Additionally, the vehicle pulled significantly to the right which suggests one of two scenarios. First, damage was done on the test drive or at another time such as hitting a pot hole. More likely, the front tires were accidentally crossed after being balanced. I understand that the all wheel drive mechanism wears each tire differently and that, at times, a simple crossing of the tires could result in a vehicle that was otherwise tracking straight, to pull to the side as is in this case. I also noticed, on the bill, that several recommendations were made, none of which I had any knowledge of. One of them included tire tread depth measurements, of which one was for the inner edge of a front tire (3mm) that I understand isn't unusual wear for that location. The recommendation of course was for new tires and this, prior to any knowledge, from me, that the vehicle was now pulling to the right. In other words, they were not recommending new tires because the differences in tire depths was causing an alignment issue. Another recommendation was that the wiper blades be replaced because they were streaking. They were in perfect condition prior to leaving the vehicle at the dealership that Friday. In addition, the fuel used to test the vehicle after the manufacturer covered repair had not been replaced. And the vehicle was very dirty on the outside and muddy in the drivers area on the inside. I was told prior to taking the vehicle that it had been vacuumed which was obviously not true.Bobby Rahal BMW offered, upon revelation of these facts, to pick up the vehicle and take care of it. I suggested making sure the front right tire had been balanced correctly and stated that I would consider moving a tire to the opposite side if it resolved the alignment issue. After receiving my vehicle back and driving it approximately two hundred highway miles, I communicated to them that the vehicle was still pulling significantly to the right. I learned that all four tires had been pulled, which I did not authorized, road force balanced, and cross rotated so that the vehicle is now in a configuration where the tires that were originally on the front and causing the vibration are now in the back and it is, therefore, unclear if they are actually balanced correctly. That is to say that no vibration is felt in the steering wheel from imbalanced tires in the rear. I was also told that the alignment is within specification (however, I am not confident that I received any factual information). The final paperwork, forwarded from the service manager, actually shows that the road force balance done on all four tires revealed that the tires originally on the rear, one of which was newly mounted and balanced by a goodyear service center with a manager with years of experience that I trust, were the only ones out of balance. These results are inconclusive in regards to the alignment issue that was to be taken care of. The paperwork does not document this transaction accurately, does not acknowledge any responsibility on the part of Bobby Rahal BMW for the vehicle pulling to the right or for the damaged interior and actually makes it look like they provided unprecedented customer service which, of course, they did not.The pulling to the right of the vehicle was caused by some change that the technicians made to the vehiclDesired Settlement: Bobby Rahal BMW must restore the vehicle to the condition it was in when I dropped it off there January 2 for service. They must correct the two problems that they created: the vehicle pulling to the right and the damaged interior, and restore the tire configuration to what it was prior to their involvement.

Business

Response:

I have attempted to outline below all the service action we have taken in aneffort to reach a satisfactory solution for our client. It is always our goal to exceed ourclient’s expectation and provide a culture of caring that redefines the automotive salesand service experience. That being understood, there unfortunately comes a timewhere expectations are unreasonable and demands and accusations are unfair.RO#783827 1/05/2015 Warranty work was performed for a check engine lamp.Client also stated there was a vibration felt in the steering wheel.Technician recommended performing a 4 wheel road force balance on thevehicle due to our test drive that not only verified a steering wheel vibrationbut we also detected a vibration in the driver’s seat that often indicates reartires that could be out of balance or possibly bent wheels.Client declined recommended road force balance and requested we onlyperform a standard balance on just the front tires.As part of our normal customer care process each car has a Rahal Vehiclecondition inspection performed and form completed. Several items were notedto the client at pickup including the need for replacement of the front wipersdue to streaking.Client was charged $34.93 for all services performed during this visit.1/12/15 Client contacted the dealership around the 8th or 9th withthe following concerns. Client stated that the car is now pulling to the right andthat his demands were for us to fix this issue immediately as well as for us toreplace his wipers as they were fine when he dropped off his car so we musthave damaged them. He also demanded that we replace the fuel that we usedduring the repair process at his visit on 1/05/2015 as we drove the car 15 milesduring our quality control procedure.We offered and delivered a free BMW loaner to our client’s home and broughthis vehicle back to the shop to diagnose and attempt repairs. Our Shopforeman and Service Manager drove the car and confirmed the car was pulling to the right

Consumer

Response:

Gentlemen: Mr. [redacted], Vice President, Pittsburgh Operations, Bobby Rahal Automotive Group, stated nothing accurate (dollar amounts, tire tread depth measurements excluded) in his response to the Revdex.com or in the work order, as noted by my initial letter, with the exception that the vehicle had no significant issues prior to bringing it to the dealership but it did afterwards. As my attorney stated, Mr. [redacted] and his team messed up and blamed me for it. I have since resolved the issue myself by analyzing what Mr. [redacted]’s technicians did and reversing it. I essentially gave this information to the during the negotiations but they refused to listen. The things Mr. [redacted] said that I was informed of or had stated myself were false. He is making things up. In our last phone conversation, I detailed the mess that the dealership had made of the situation and then refused to listen to him go on about his 35 years of customer service experience. He was attempting to control the conversation where he wanted it to go and subsequently hung up on me. As far as I know, I am no longer welcome at that dealership. If Mr. [redacted] suggests that what he has offered is in fact customer service, then perhaps he should give his salary, of 35 years, back. The radio knob was broken by the dealership. I am an automotive engineer with specific knowledge in that very area and the only viable explanation is that it was done out of spite, an attempt to ‘hurt’ me because I had exposed their incompetence. Thank you.

Review: My wife took her vehicle to Bobby Rahal Land Rover on the morning of 02/26/14. She arrived at Dealer/Garage at 8:08 am. Her was not actually taken back to garage to begin service work until 8:35 am when she seen a worker driving it around the building to enter the service garage. She was notified at 10:05 that her vehicle was finished. Upon receiving the bill she paid it with credit card. Once she called me and told me the amount I asked her to read me the bill and it had listed 2.3 hours of labor. I spoke with the service manager and he told me that it flat rate fee for service. I have dealt with many many garages as I am a fleet manager and anytime there has been a flat rate service fee it is not listed as 2.3 hours of labor. At the absolute most they had 1.5 hours of labor involved in the service.Desired Settlement: I would like to be refunded for a minimum of 0.8 hours labor (which the absolute most time they could have spent on the vehicle)

Business

Response:

I received a note from the BBS regarding your wife’s recent service visit to Land Rover North Hills.

I am aware that the service manager explained to you how the flat rate system for repairs works.

Every repair or maintenance we do has an hour per job rate attached to it. Whether it is an oil change

or an engine repair, every repair/maintenance is listed in the manufacturer’s warranty guide or in a third

party repair guide (Motors, mc).

The entire automotive industry uses flat rate hours to determine cost of repairs. So if a particular repair

is listed as a 2 hour repair, then the technician and the garage are paid for 2 hours of labor, regardless if

it takes the technician 2 hours, one hour, or four hours.

Part of the benefit of spending time, energy and money on training technicians is so that they become

able to do these repairs in less time than what is determined.

Many, if not most repairs, take longer than the quoted time since the warranty companies like to limit

their exposure to warranty costs.

We are practicing fully under the guidelines established by the automotive industry and have no interest

in taking people’s money unjustly.

This practice is also done in the HVAC lndus try, plumbing industry and many other industries where

technician labor is involved.

To that end, as a show of goodwill, enclosed is a check for 1 hour of labor so that you can see that we

are not interested in conflict or in taking client’s money unjustly.

That being said, I want to be clear that any time you choose to bring your car here for service (or any

dealer), you can expect to be charged the flat rate hour.

We will gladly tell you the estimate before we do the work. Whether it takes us longer or shorter than

that estimated time, the cost will be based on the warranty times posted by the manufacturer

Kind Regards,

?

Review: On September 1st 2015 I had a scheduled appointment and they were to prorate my tires and refund within 90 days a percentage to be determined by the manufacturer of my tires. Not happy with the attitude and incompetence of my 1st advisor I then began working with Andrew D[redacted] service manager in resolving these issues. Following up monthly with him, he assured me within 90 days I will see my refund, total bill being $406.92 and tire cost being $300 of this, he now, after many attempts in contacting him, advised me they approved me at 80% refund and I will hear from them in a day or so. After I called the 1st, left message, 2nd left message, 3rd message and he did return my call giving me this info. Again on December 7th stating same information as before, I still do not have my promised money. I am attempting to resolve in this manner rather than calling my credit card company.Desired Settlement: Refund in full due to incompetence and hassle of dealing with this so called professional company

Business

Response:

Dear Mr. [redacted]In researching the referenced complaint (#[redacted] I have learned the following. Since the date of her letter, December 9th , Ms [redacted] has received her prorated refund check and is satisfied that the issue is now resolved. It is unfortunate, however is our reality, that processing tire warranty claims move at the pace chosen by the tire manufacturer. We have little influence on the pace of these matters and typically they take at least 90 days. We are sorry that this process takes so long but once the claim and tires are returned to the tire manufacturer it is pretty much out of our control until payment or a final disposition is determine. We did make follow up calls to the manufacturer however we could have at the same time updated our client of this effort as well. We will strive to be better in the future regarding keeping our client informed on the progress of their tire claim.Respectfully,Rick S[redacted]V.P. of OperationsBobby Rahal BMW

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 have purchased a 2008 Volkswagen Touraeg, as of July 1st 2013. Before leaving the lot after purchase it was noticed the horn did not work and piece missing from bumper. Went back into the dealership to speak to the sales rep and was advised that he was busy with another customer and given a card from used sales manager and advised nothing can be done as there is no one in service. We had no respone from the dealership for almost a week to fix. It took two weeks to order part and correct. In addition there was a parking light issue and when horn was being fixed, it was advised nothing was wrong. On August 3rd, the wheel bearing went, with repairs estimated at $1748. This issue was within warranty limits and vehicle was towed back to the dealership for repairs and they had the vehicle another week. After picking up car when fixed for this related issue, the air bag fault light came on. Immediately we contacted sales manager. Since they did not return our call timely, contacted another Volkwagen dealership closer in our area, and diagnostic testing advised there was a sensor shorted, which is costing over $215 to fix, which vehicle is still in the shop due to ordering the part. Vehicle was purchased July 1st 7 weeks ago and as of today I have only had the vehicle in my posession 4 weeks. I believe that Bobby Rahal does not inspect their used vehicles according to PA State Law as the items that were broken should have been caught when the vehicle was inspected April 2013 as well as prior to being sold. Their attention to customer service is not as satisfactory and they sold a vehicle that was unsafe for driving.Desired Settlement: My best outcome would be able to turn the vehicle back into the dealership to have my money refunded and to be able to purchase another vehicle elsewhere as they have not been responsive to the issues that were wrong from the date of sale.If this is not an option we would at least like:Refund for the work that is currently being done at Day ApolloAn extended warranty that covers parts and repairs and that can be done at Day Apollo which is closer to our home/work locations.

Business

Response:

See attached Document

August 26, 2013

This letter is in response to a letter, (ID # [redacted])you sent to us from [redacted]. First I would like to say that we are more than willing to assist in her concerns. Secondly, I would like to dispute that we sold an unsafe vehicle or that we did not do the proper "after sales” care that one would expect from any of our dealerships. This Volkswagen had over 84,000 miles when traded in and subsequently sold to Ms. [redacted]. Upon being traded in, we replaced the front and rear brakes as well as the front and rear rotors. The tires were at 9/32...2/32 is state minimum so these were close to being new. We balanced the tires, replaced the wipers, changed the oil and did a 44 point inspection. The day that Ms. [redacted] took delivery of the car was a Saturday. We do not have service technicians working on Saturdays. Unfortunately, the horn was not working and a small tow hook cover on the bumper was missing. We set an appointment to have the horn fixed and pop a cover on for the tow hook. We supplied Ms. [redacted] with a loaner car while we performed the work. One month after purchase, Ms. [redacted] called to say the car was at NTB and they said it needed an axle bearing. We offered to repair this at our facility, if NTB's diagnosis was accurate. In fact, it did need a new axle bearing. This repair is not something that we would have been able to predict when we sold the car. It failed after she had it for approximately a month. This is unfortunate. Had we believed this would have failed when we inspected the car, we would have repaired it before selling it. We cannot, nor do we pretend to sell 84,000 miles cars as if they are new cars. There can, and likely will be, defects on used cars with higher mileage. Ms. [redacted] was provided a loaner car and did not pay for this repair, either. So up to this point, there was the horn, the tow hook cover and the axle bearing. Upon driving home from our store, the airbag light went on in her car. There is truly no way we could have seen this happening. We feel terribly about these initial issues, so recent to her purchase. It is for issues that arise like these that we back older, higher mileage cars with a 90 day warranty. We stand behind our work. Sometimes parts fail on vehicles and when they happen so soon after being sold, we do not believe the client should be paying for these repairs, unless they purchased a car AS-IS. As noted, we backed this car up with a 90 day/ 3000 mile warranty and have lived up to that warranty. If we would have foreseen these items prior to her taking delivery of the car we could have repaired them before she, or anyone else purchased the vehicle. It would have been less aggravating for her and less expensive for us. We believe we have honored our commitment to her and will continue to honor the warranty she signed off on until it expires. We did not sell an unsafe vehicle. Lastly, we will offer a 1 year/12,000 mile warranty to Ms. [redacted] that will cover the engine, transmission, drive train, air conditioning and brake systems. It is not a "bumper to bumper" warranty but, it covers some major components. We cannot predict if there will be electrical or other conditions on any car with 84,000 miles. Ms. [redacted] has, and had, at the time of purchase, an opportunity to purchase an extended warranty but, she declined to do so. We believe this is more than a fair response to her complaints and hope that she agrees. In truth, we do not need to offer the free extended warranty because we have honored what we said we would honor with the 90 day warranty she received upon purchase of the vehicle. Thank you for your time in this matter

Kind Regards,