From: [redacted] Sent: Friday, March 30, 2018 3:29 PM To: [redacted] Subject: Bob's Buick GMC of Milford I wrote a review of my experience with Bob's Buick GMC of Milford of Milford. I received a response from the "owner"Kelly M[redacted] asking me to call her at my earliest convenience so that she can speak to me and help me to resolve my problem. I called March 27th and left my home number. I called March 28th from work several times and again left messages for a call back. I called again on March 29th at 8:00 am, 9:15 am, 10:44 am, 11:50 am ,12:34 pm and finally 1:12pm. I finally gave up and decided not to call again. That dealership is just one big scam. Everyone who write a negative comment about that dealership get the same response from the "owner"Kelly M[redacted] asking them to call her at their earliest convenience. But when you do you don't get a response. They want people to think that they are" trustworthy" and" honest" and "hold customer care top priority " but all of that is just talk. If they want to stand by their slogan/word and try to make me a believer then the "owner " Kelly M[redacted] need to call me so that she can help me resolve my issue. And the one way she can do that is to call [redacted] at [redacted] and ask for [redacted]. And tell him that Bob's Buick GMC of Milford of Milford will cancel my contract. That's what can be done to make me a believer .
Good afternoon,[redacted] purchased her first vehicle from us in June 2016 for a [redacted] and the vehicle was recently totaled. She came back to our dealership for a second time since she had a good experience with her salesperson. She had asked for the [redacted] because of the price point...
for herself. This vehicle did go through all safety inspections and passed per the State of [redacted]. She came back saying that she did not want the car and asked us to get her into another vehicle but she was not able to get into another vehicle due to her credit situation. Her vehicles contract is through her lender not Bob's Buick GMC of Milford. We are not able to cancel a contract that was already signed and delivered to the lender. We do care about our customers and did try to get her into another vehicle but was not approved.
The dealership did nothing wrong. Car was towed in not running and customer concern was vehicle stopped running. The customer found that inside the fuse box was filled with water and the car was not running. Vehicle repair order was opened 6/2/16 at 1:45pm at this time the service writer...
called and informed customer that their vehicle will not be checked or diagnosed until 6/3 or possibly 6/6/16 since the customer did not have an appointment and we were fully booked for 3 weeks ahead. Technician found the issue with the vehicle, found electrical short in the system and was able to duplicate customer concern. Also they found their sunroof drains were clogged, the technician freed the clogged drains, and ordered part that was shorted out by water damage. We found numerous blown fuses etc all due to this water issue. Parts arrived 6/4/16 which was on Saturday. On 6/6/16 technician installed the new part, reassembled the vehicle, secured all wires. We called customer and asked if we can keep car for one more day, to be certain if the repair, specifically the starting issue. On 6/7/16 we rechecked their vehicle, all was working fine. We kept very good communication with this customer. We advised them that we are fitting them in our schedule to try to help in as timely a manner as possible. They were completely on board with everything and authorized any and all of the repairs. When customer called back a few days after picking up their vehicle with additional concerns, I told them that we'd look at their vehicle at no charge and repair it if it was in any way related to the repair done by the dealership. I also explained that water leaks on older vehicles can come from numerous places and if it isn't related to what we've done the customer will be responsible for additional costs. They demanded a loaner. I told them that we didn't have one available at that time but I'd be happy to work with them through Enterprise to get them a rental at a very reasonable rate. They then began screaming and insulting me, using foul language, etc. I then said if they would prefer to take the vehicle elsewhere for another opinion that would be fine but I wouldn't tolerate being spoken to in that way. I believe, actually I know, we went above and beyond for this customer. We also offered a discount on top of it. If they'd like, I'd gladly take a look at their vehicle again and they'd have to leave their vehicle so we can perform water leak tests on it. Please let me know what they would like to do. Honestly it's not like we caused any part of this issue, we did everything we said we would do and worked very hard to satisfy the customer. The customer tried fixing their own car in their driveway and they've caused the issues with the vehicle. We as a dealership got their car running and back to them. Please let me know if you have any further questions.Kind regards,Kelly Kelly * M[redacted]Business Development Director Bob’s Buick GMC of MilfordRockville Centre GMCLash VW of White Plains###-###-#### cell phone###-###-#### Direct Line[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:my vehicle does not have 30,000 miles on it. It's under 20,000 miles. I have called multiple times over the past month to continue trying to work this issue out and I have not gotten a response. Initially we were trying to work it out. I was told the last time I was at the dealership I would be called within 2 days and that was over a month ago. I have not heard from the salesman I was working with or the manager I was working with. I have left several messages on their voicemails.
Sincerely,
[redacted]
Good afternoon,Regarding customer [redacted] we were aware of this issue since he did come back to our dealership. The vehicle that he owned did have 30,000 miles and we offered $5,000 more than the other dealerships but were unable to come to terms. The customer opted for a more expensive...
vehicle where we could not agree upon monthly payment. But we are willing to work with the customer again to try to come to some agreement.Kind regards,Kelly Kelly B M[redacted]Business Development Director Bob’s Buick GMC of MilfordRockville Centre GMC[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:
After a couple of weeks the dealership got back to me with an offer that is unsatisfactory. Rather than providing me a [redacted] warranty (good at all ** dealerships nationwide) for the 9+ months and ~6,750 to cover my various warrant coverages as promised, they want to give me their own warranty good only at their dealership. This is unsatisfactory for a # of reasons, most importantly I may not be living in the area several years from now when these various warranty expire and that this dealership is over an hour away from me and I have no plans on using them for my repairs/service. I mentioned this to the dealership so as of now nothing has been resolved.Thanks[redacted]
We have contacted [redacted] regarding his issue with his 2009 [redacted]. The General Manager has let the customer know that we will take care of the vehicle to what he issued in the complaint letter.Thank youKind regards,Kelly [redacted]Business Development ManagerBobs...
Good morning,This vehicle did go through a safety inspection by state law and it did pass. This vehicle is a used vehicle. I am sorry for any miscommunication. Kind regards,Kelly M[redacted]
This customer has been to our dealership on multiple occasions. He is legally above age to choose his own decisions. This customer did purchase two vehicles and signed for both contracts. Then he proceeded to bring in an older gentleman to try to discuss the scenario which we were willing to...
try to help him. Then the person said that he was going to record him . Our General Manager refused to be recorded by audio or visual. He then was notified to leave the General Managers office even though he was willing to try to help him. After the consumer left this person publically placed a video that we were not aware of and posted on [redacted] and a couple of other TV stations This person legally has violated our dealership and we were willing to help him Please let me know if you do need any further information regarding this Regards, Kelly Kelly B M[redacted] Business Development Manager Bobs of Milford [redacted] www.bobsofmilford.com
[redacted] came into our dealership to buy and wanted to be under $175 a month. This is the General Sales Manager, John C[redacted]’s friends wife which he was also with her and they have been friends of the family for over 48 years. John had informed them that he would try to get a specific vehicle...
for them that they requested, which was either a [redacted], [redacted] or [redacted]. Their credit was not to the best. We were able to find a [redacted] Corolla that they had stated were in love with. After a week had past John received a call saying that they wanted a [redacted] instead, which we informed him that it would be difficult to find that to be able to fit in his price range. But John did say that he would try. We did find a vehicle that was close to what they were looking for, when he came in he switched again to another vehicle that we had which was a [redacted] which was twice as much as the [redacted] Corolla and the vehicle that we found for them. We explained to the customer that the payment would go up to $280 more a month to what they were paying on the current vehicle. The wife, [redacted] agreed that this was out of their price range but the husband disagreed even though it was the wife’s vehicle. Text messages did happen between the consumer and John, and the customer did text message inappropriate comments. All we tried to do was put the customer in a vehicle to what they wanted. Please let me know if you do have any further questions regarding this. Regards,Kelly Kelly B M[redacted]Business Development ManagerBobs of Milford###-###-####[redacted]
Good afternoon, We have been working with this customer to accommodate what he was originally promised but we were not signed up with [redacted] for warranties so we contacted them and had a meeting to set up a new contract and are still figuring out what best fits the needs of the customer. We...
have been in contact with the customer and are handling the situation. Kind regards,Kelly M[redacted]
Hello I would just like to say thank you and my car was brought into the shop on Monday bobs of [redacted] and they fixed everything except the day lights which I was told to call back on Monday to schedule an appointment for that. If you need further correspondence from me you can email or call me at [redacted]thank you[redacted]
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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:it is not a General Motors warranty and is only good at their dealership. I do not know where I will be in 7 years (expiration of warranty) and if they will even be in business (way they deceive customers, I doubt it). Also this dealer is over an hour away from my house with several other dealerships much closer. THIS IS NOT WHAT WAS PROMISED ME BY MANAGEMENT AT TIME OF SALE.
Sincerely,
[redacted]
In reference to [redacted] regarding his contract disputes issue with Bob’s of [redacted]. We did end up buying his vehicle back and paying back the bank who he was originally funded through. He was also given back his trade in. He was told by our [redacted] that the...
vehicle he was purchasing was just a front wheel drive vehicle knowing he was looking for an all-wheel drive vehicle. He was aware and did move forward with the purchase. Also, we did try to accommodate him to move to an AWD vehicle but his monthly payments would rise, which we had given him a year free of oil changes. We did try to accommodate this customer on all aspects. If there any further issues please feel free to contact us. Kind regards, [redacted] [redacted] Business Development Manager Bobs of [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: everything in the statement is not true. I was referred to jelly on many occasions and she never contacted me or my husband. My husband disconnected the battery because car would not turn off. How would they know what was done in my driveway. The Acadia is a 2009 and wa brought in due to water in fuze box not because car would not start. This is all wrong and more reason that this was not handled correctly. Management still does not what occurred. The service advisor suggested more car washed to help with clogs. 1st car wash 2 days later from repair we have water again. They did not fix the problem only replaced fuze box. I also stated that there is nothing in GMC Manual that stated maintenance is required for sun roof drains. This should have been a recall and the dealership charged me for fixing the leak which was not done. Customer service was so terrible I will not bring back to this location. I would like. Refunds of total bill less $125. 00 fuze box.
Sincerely,
[redacted]
In reference to [redacted] regarding his contract disputes issue with Bob’s of [redacted]. We did end up buying his vehicle back and paying back the bank who he was originally funded through. He was also given back his trade in. He was told by our [redacted] that the vehicle he was purchasing was just a front wheel drive vehicle knowing he was looking for an all-wheel drive vehicle. He was aware and did move forward with the purchase. Also, we did try to accommodate him to move to an AWD vehicle but his monthly payments would rise, which we had given him a year free of oil changes. We did try to accommodate this customer on all aspects. If there any further issues please feel free to contact us. Kind regards, [redacted] [redacted] Business Development Manager Bobs of [redacted]
This is what I emailed [redacted] this morning. Good morning [redacted] I did speak with the General Manager regarding what we are able to do for you. Like I stated yesterday this is an internal warranty that we are offering you to cover you an additional 6,713 miles which was what was on the vehicle for both the “bumper to bumper” warranty which would put you out to 56,713 and your powertrain warranty out to 76,713. This is not a service contract. This is if something goes beyond the 50,000 miles mark for the bumper to bumper warranty to the 56,713 and then if something happens after the 70,000 mile mark for the powertrain out to 76,713. We do understand if you were to move out of state and if that does happen and you send us your new registration we will then purchase the warranty for you in that state. This is the only offer that Bobs Buick GMC of Milford is offering at this time. Kind regards, Kelly Kelly B Martin Business Development Director Bob’s Buick GMC of Milford -Rockville Centre GMC-Lash VW of White Plains-Car Factory Direct ###-###-#### cell phone ###-###-#### Direct Line [redacted]
[redacted]
[redacted]
[redacted]
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.
Sincerely,
[redacted]
From: [redacted] Sent: Friday, March 30, 2018 3:29 PM To: [redacted] Subject: Bob's Buick GMC of Milford I wrote a review of my experience with Bob's Buick GMC of Milford of Milford. I received a response from the "owner"Kelly M[redacted] asking me to call her at my earliest convenience so that she can speak to me and help me to resolve my problem. I called March 27th and left my home number. I called March 28th from work several times and again left messages for a call back. I called again on March 29th at 8:00 am, 9:15 am, 10:44 am, 11:50 am ,12:34 pm and finally 1:12pm. I finally gave up and decided not to call again. That dealership is just one big scam. Everyone who write a negative comment about that dealership get the same response from the "owner"Kelly M[redacted] asking them to call her at their earliest convenience. But when you do you don't get a response. They want people to think that they are" trustworthy" and" honest" and "hold customer care top priority " but all of that is just talk. If they want to stand by their slogan/word and try to make me a believer then the "owner " Kelly M[redacted] need to call me so that she can help me resolve my issue. And the one way she can do that is to call [redacted] at [redacted] and ask for [redacted]. And tell him that Bob's Buick GMC of Milford of Milford will cancel my contract. That's what can be done to make me a believer .
Good afternoon,[redacted] purchased her first vehicle from us in June 2016 for a [redacted] and the vehicle was recently totaled. She came back to our dealership for a second time since she had a good experience with her salesperson. She had asked for the [redacted] because of the price point...
for herself. This vehicle did go through all safety inspections and passed per the State of [redacted]. She came back saying that she did not want the car and asked us to get her into another vehicle but she was not able to get into another vehicle due to her credit situation. Her vehicles contract is through her lender not Bob's Buick GMC of Milford. We are not able to cancel a contract that was already signed and delivered to the lender. We do care about our customers and did try to get her into another vehicle but was not approved.
The dealership did nothing wrong. Car was towed in not running and customer concern was vehicle stopped running. The customer found that inside the fuse box was filled with water and the car was not running. Vehicle repair order was opened 6/2/16 at 1:45pm at this time the service writer...
called and informed customer that their vehicle will not be checked or diagnosed until 6/3 or possibly 6/6/16 since the customer did not have an appointment and we were fully booked for 3 weeks ahead. Technician found the issue with the vehicle, found electrical short in the system and was able to duplicate customer concern. Also they found their sunroof drains were clogged, the technician freed the clogged drains, and ordered part that was shorted out by water damage. We found numerous blown fuses etc all due to this water issue. Parts arrived 6/4/16 which was on Saturday. On 6/6/16 technician installed the new part, reassembled the vehicle, secured all wires. We called customer and asked if we can keep car for one more day, to be certain if the repair, specifically the starting issue. On 6/7/16 we rechecked their vehicle, all was working fine. We kept very good communication with this customer. We advised them that we are fitting them in our schedule to try to help in as timely a manner as possible. They were completely on board with everything and authorized any and all of the repairs. When customer called back a few days after picking up their vehicle with additional concerns, I told them that we'd look at their vehicle at no charge and repair it if it was in any way related to the repair done by the dealership. I also explained that water leaks on older vehicles can come from numerous places and if it isn't related to what we've done the customer will be responsible for additional costs. They demanded a loaner. I told them that we didn't have one available at that time but I'd be happy to work with them through Enterprise to get them a rental at a very reasonable rate. They then began screaming and insulting me, using foul language, etc. I then said if they would prefer to take the vehicle elsewhere for another opinion that would be fine but I wouldn't tolerate being spoken to in that way. I believe, actually I know, we went above and beyond for this customer. We also offered a discount on top of it. If they'd like, I'd gladly take a look at their vehicle again and they'd have to leave their vehicle so we can perform water leak tests on it. Please let me know what they would like to do. Honestly it's not like we caused any part of this issue, we did everything we said we would do and worked very hard to satisfy the customer. The customer tried fixing their own car in their driveway and they've caused the issues with the vehicle. We as a dealership got their car running and back to them. Please let me know if you have any further questions.Kind regards,Kelly Kelly * M[redacted]Business Development Director Bob’s Buick GMC of MilfordRockville Centre GMCLash VW of White Plains###-###-#### cell phone###-###-#### Direct Line[redacted]
[redacted]
[redacted]
I need the customers vin number please to the vehicle because we cannot find this person in our system. Kind regards, Kelly M[redacted] BDC Director
Complaint: [redacted]
I am rejecting this response because:my vehicle does not have 30,000 miles on it. It's under 20,000 miles. I have called multiple times over the past month to continue trying to work this issue out and I have not gotten a response. Initially we were trying to work it out. I was told the last time I was at the dealership I would be called within 2 days and that was over a month ago. I have not heard from the salesman I was working with or the manager I was working with. I have left several messages on their voicemails.
Sincerely,
[redacted]
Good afternoon,Regarding customer [redacted] we were aware of this issue since he did come back to our dealership. The vehicle that he owned did have 30,000 miles and we offered $5,000 more than the other dealerships but were unable to come to terms. The customer opted for a more expensive...
vehicle where we could not agree upon monthly payment. But we are willing to work with the customer again to try to come to some agreement.Kind regards,Kelly Kelly B M[redacted]Business Development Director Bob’s Buick GMC of MilfordRockville Centre GMC[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:
After a couple of weeks the dealership got back to me with an offer that is unsatisfactory. Rather than providing me a [redacted] warranty (good at all ** dealerships nationwide) for the 9+ months and ~6,750 to cover my various warrant coverages as promised, they want to give me their own warranty good only at their dealership. This is unsatisfactory for a # of reasons, most importantly I may not be living in the area several years from now when these various warranty expire and that this dealership is over an hour away from me and I have no plans on using them for my repairs/service. I mentioned this to the dealership so as of now nothing has been resolved.Thanks[redacted]
We have contacted [redacted] regarding his issue with his 2009 [redacted]. The General Manager has let the customer know that we will take care of the vehicle to what he issued in the complaint letter.Thank youKind regards,Kelly [redacted]Business Development ManagerBobs...
of [redacted]
Good morning,This vehicle did go through a safety inspection by state law and it did pass. This vehicle is a used vehicle. I am sorry for any miscommunication. Kind regards,Kelly M[redacted]
This customer has been to our dealership on multiple occasions. He is legally above age to choose his own decisions. This customer did purchase two vehicles and signed for both contracts. Then he proceeded to bring in an older gentleman to try to discuss the scenario which we were willing to...
try to help him. Then the person said that he was going to record him . Our General Manager refused to be recorded by audio or visual. He then was notified to leave the General Managers office even though he was willing to try to help him. After the consumer left this person publically placed a video that we were not aware of and posted on [redacted] and a couple of other TV stations This person legally has violated our dealership and we were willing to help him Please let me know if you do need any further information regarding this Regards, Kelly Kelly B M[redacted] Business Development Manager Bobs of Milford [redacted] www.bobsofmilford.com
[redacted] came into our dealership to buy and wanted to be under $175 a month. This is the General Sales Manager, John C[redacted]’s friends wife which he was also with her and they have been friends of the family for over 48 years. John had informed them that he would try to get a specific vehicle...
for them that they requested, which was either a [redacted], [redacted] or [redacted]. Their credit was not to the best. We were able to find a [redacted] Corolla that they had stated were in love with. After a week had past John received a call saying that they wanted a [redacted] instead, which we informed him that it would be difficult to find that to be able to fit in his price range. But John did say that he would try. We did find a vehicle that was close to what they were looking for, when he came in he switched again to another vehicle that we had which was a [redacted] which was twice as much as the [redacted] Corolla and the vehicle that we found for them. We explained to the customer that the payment would go up to $280 more a month to what they were paying on the current vehicle. The wife, [redacted] agreed that this was out of their price range but the husband disagreed even though it was the wife’s vehicle. Text messages did happen between the consumer and John, and the customer did text message inappropriate comments. All we tried to do was put the customer in a vehicle to what they wanted. Please let me know if you do have any further questions regarding this. Regards,Kelly Kelly B M[redacted]Business Development ManagerBobs of Milford###-###-####[redacted]
Good afternoon, We have been working with this customer to accommodate what he was originally promised but we were not signed up with [redacted] for warranties so we contacted them and had a meeting to set up a new contract and are still figuring out what best fits the needs of the customer. We...
have been in contact with the customer and are handling the situation. Kind regards,Kelly M[redacted]
Hello I would just like to say thank you and my car was brought into the shop on Monday bobs of [redacted] and they fixed everything except the day lights which I was told to call back on Monday to schedule an appointment for that. If you need further correspondence from me you can email or call me at [redacted]thank you[redacted]
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.
Sincerely,
[redacted]
See Attached Document
Complaint: [redacted]
I am rejecting this response because:it is not a General Motors warranty and is only good at their dealership. I do not know where I will be in 7 years (expiration of warranty) and if they will even be in business (way they deceive customers, I doubt it). Also this dealer is over an hour away from my house with several other dealerships much closer. THIS IS NOT WHAT WAS PROMISED ME BY MANAGEMENT AT TIME OF SALE.
Sincerely,
[redacted]
In reference to [redacted] regarding his contract disputes issue with Bob’s of [redacted]. We did end up buying his vehicle back and paying back the bank who he was originally funded through. He was also given back his trade in. He was told by our [redacted] that the...
vehicle he was purchasing was just a front wheel drive vehicle knowing he was looking for an all-wheel drive vehicle. He was aware and did move forward with the purchase. Also, we did try to accommodate him to move to an AWD vehicle but his monthly payments would rise, which we had given him a year free of oil changes. We did try to accommodate this customer on all aspects. If there any further issues please feel free to contact us. Kind regards, [redacted] [redacted] Business Development Manager Bobs of [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: everything in the statement is not true. I was referred to jelly on many occasions and she never contacted me or my husband. My husband disconnected the battery because car would not turn off. How would they know what was done in my driveway. The Acadia is a 2009 and wa brought in due to water in fuze box not because car would not start. This is all wrong and more reason that this was not handled correctly. Management still does not what occurred. The service advisor suggested more car washed to help with clogs. 1st car wash 2 days later from repair we have water again. They did not fix the problem only replaced fuze box. I also stated that there is nothing in GMC Manual that stated maintenance is required for sun roof drains. This should have been a recall and the dealership charged me for fixing the leak which was not done. Customer service was so terrible I will not bring back to this location. I would like. Refunds of total bill less $125. 00 fuze box.
Sincerely,
[redacted]
In reference to [redacted] regarding his contract disputes issue with Bob’s of [redacted]. We did end up buying his vehicle back and paying back the bank who he was originally funded through. He was also given back his trade in. He was told by our [redacted] that the vehicle he was purchasing was just a front wheel drive vehicle knowing he was looking for an all-wheel drive vehicle. He was aware and did move forward with the purchase. Also, we did try to accommodate him to move to an AWD vehicle but his monthly payments would rise, which we had given him a year free of oil changes. We did try to accommodate this customer on all aspects. If there any further issues please feel free to contact us. Kind regards, [redacted] [redacted] Business Development Manager Bobs of [redacted]
This is what I emailed [redacted] this morning. Good morning [redacted] I did speak with the General Manager regarding what we are able to do for you. Like I stated yesterday this is an internal warranty that we are offering you to cover you an additional 6,713 miles which was what was on the vehicle for both the “bumper to bumper” warranty which would put you out to 56,713 and your powertrain warranty out to 76,713. This is not a service contract. This is if something goes beyond the 50,000 miles mark for the bumper to bumper warranty to the 56,713 and then if something happens after the 70,000 mile mark for the powertrain out to 76,713. We do understand if you were to move out of state and if that does happen and you send us your new registration we will then purchase the warranty for you in that state. This is the only offer that Bobs Buick GMC of Milford is offering at this time. Kind regards, Kelly Kelly B Martin Business Development Director Bob’s Buick GMC of Milford -Rockville Centre GMC-Lash VW of White Plains-Car Factory Direct ###-###-#### cell phone ###-###-#### Direct Line [redacted]
[redacted]
[redacted]
[redacted]
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.
Sincerely,
[redacted]