Boch New to You Superstore

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowRegards, [redacted]

This office has addressed this particular complaint with Ms [redacted] from the Consumer affairs Office at Boston City Hall On December 16, 2015, Ms [redacted] was informed as follows: We have provided to your office copies of three separate repair orders for Ms [redacted] ’s vehicle for the three occasions/dates she returned her vehicle to New to You Service We have test driven Ms [redacted] ’s car after the work was performed on the vehicle and find nothing out of the ordinary to support Ms [redacted] ’s claims We are satisfied that the vehicle is safe and that the noise emanating from the steering shaft is characteristic with that model year vehicle due to the way the shaft is manufactured We are willing to re-inspect the vehicle for Ms [redacted] ’s issues That re-inspection means putting the vehicle on a lift and checking the vehicle’s braking system, exhaust system, and ventilation system at no charge Any work to be performed to the vehicle that is outside of what has been reported will fall to the customer as the vehicle is no longer covered under a warranty On December 16th, Ms [redacted] came to New to You Service at 2:PM this date to have us look at her car relative to a consumer complaint she filed against the company with the CIty of Boston Consumer Affairs Office It was arranged that she bring her car in for a noise she is experiencing when steering, what she considered to be a low brake pedal and an exhaust issue She also stated a concern with the way the car would rock slightly when she put it in park and then removed her foot from the brake Ms [redacted] and the NTY SErvice Director drove the car on the lot Ms [redacted] stated the noise only happens when turning the steering wheel to the left At a stop or very slow movement, a very faint noise like a creaking sound could be heard The car was brought into the shop so it could be placed on a left to check for any loose parts or a noise from the brake rotors When driving, the brakes appeared to be operating without any issue On the lift, the pads appeared to be better than half worn, the emergency brake was at a 50% pull and held fine No other issues could be observedThere are no safety concerns with the car at the time and no repairs were recommended The brake pedal is even with the gas at a full stop and no excessive travel is noted at this time A slight rocking is to be considered condition when putting the selector into park After finishing up in the shop, Ms [redacted] came into the Service Director's officeMs [redacted] that started asking about what had been found The inspection process that transpired was reviewed with her at which time she then asked if the service director wanted to see the receipt from a garage she had brought the car previously She was told "yes" and then was asked if it was OK to copy the receipt Ms [redacted] then lunged forward and started to grab the service director's arm, raising her voice saying the receipt was her propertyTHe receipt was given back to her and proceeded raise her voice stating she ws not being treated fairly due to her race Ms [redacted] would not leave the premises and wanted the police called The police were called and upon arrival told her that the matter was a civil issue not a police matter and that is when she left the premises The Boston Consumer Affairs Office was apprised of these matters The COmpany has done all in its power to treat Ms [redacted] fairly and address her concerns Even as a precautionary measure the steering column of her car was replaced at no charge to her and there appears to be no problem with her vehilcle We have apparently failed in Ms [redacted] 's eyes to meet her expectations and consider this matter closed as no issues exiist with her vehicle

this is the correspondence I set to the complainantHappy New YearAs I look back into your email what I told you was I would look into what we showed you about the car you boughtI asked you if you remembered seeing the Auto I packet on your car which would of showed you exactly what we did to it and what the condition was before we fixed itAs I look back in our records we also sent you the I Packet on 5/1/at 6:48am as wellI am attaching the whole I packet for your reviewThe only thing I could see happening is that the tires were almost new and that was said to you.Your other issue about the way it was registered as a Corolla, we were able to get the title amended by the DMV and correctly changed to a Matrix I hope this helps to put this behind us [redacted] *** [redacted]

The customer understands that we are trying to locate a bumper for her car and trying to match the color This complaint has been administratively closed and it should be left open until we locate a solution for the customer We have been upfront with the customer and we are doing our best to satisfy her concerns

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowHello, I am rejecting the business response that was submittedI have several work orders that were created from "Boch New to You" Service departmentI had contacted the Consumer affairs and business I was assigned to [redacted] She received my complaints and reached out to ***{service director} regarding my vehicle On 12/16/16, [redacted] and I had a conversation to go back again to let the service department to recheck my vehicle againUpon arrival, I waited a period of time before [redacted] came out to meFinally, [redacted] came out of the office, he stated he wanted to test drive the vehicle [redacted] and I went for a test drive and heard the noises coming from the steering wheel and the brakes went all the way to the floor [redacted] said he was going to put the car on the lift to see why the steering wheel continued to make noise and he was going to adjust the brakes I went back to the common area to wait for my vehicleWithin minutes the car was right back in the front ready to go.I was told by [redacted] once again that there nothing wrong with the carI mentioned to [redacted] that I have got a second opinion from another mechanic from a different shop [redacted] snatched the paper out of my hands and made a copy of it [redacted] said he wanted to see who created this work order invoice [redacted] and I kept on going back & forth regarding the vehicle and findingsI also stated to him about my experiences with service department [redacted] jumped out of his seat and said " do you think we treat you different" I replied, " each time I come here , "there is no interactions", “I have to go up the front several times and asked can someone help me"I was told " I don't know who is working on this car" [redacted] yelled so loud and said get out of this office or I'll call the policeAs I was leaving the office I met the police outside of the service departmentI told the police I'm the one that they called the onI told the police what happened and provided my paper worksOne of the service tech came out side and said he needed me to leave the premises nowThere were no mention about I grabbing ***’s arm , or attempted to grab nor being inappropriate in the officeThe service tech also told the police that I had only days warranty on the carI had provided the days warranty to the police I was suggested by them to go to the civil court, since this is an ongoing matterAs mention above, I read the Business response and find that the information that was submitted isn't trueI called [redacted] police station this morningThere were never mentioned in the police report that I grabbed or attempted to grab ***'s arm In addition above , the salesman who sold me the vehicle was also there as well other customersI have several email conversations & documentations regarding this vehicle Regards, [redacted]

RevDex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] . Regards, [redacted]

The reason we had a little bit of a hard time with his registration was because itwasn't in his name it was in his wife’s name which is different. My salesmanager [redacted] called him and emailed him. As far as the Trade in Marketplace goes we are the eyes for them. We verify the condition and... edit what he put in the auto trader assessment and then [redacted] sends an adjusted price and then the promotion we have running is 1000.00 over the [redacted] offer. I am very sorry we kept his registration and he feels the way he does but we did do everything we said we were going to. [redacted] ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I appreciate the response from Boch New To You however they continue to miss the issue*** *** made the arrangement for a complimentary rental car while my car was being repairedAt no point was there ever an agreement for daysThat was confirmed with the salesman *** *** who admits there was no time table and involved in the converstaionThe rental was until my car was repairedBoch's body shop was the one who said the repair should take daysInformation that was not conveyed to meIf they really only authorized days of rental why was I not charged when I returned the car, no signature authorizing any charge on my credit card, no communication that a charge was to followAlso it was Easter weekend I did not need a second vehicle and certainly would not of paid for one to sit in my driveway. It is far more plausible that Boch New To You was under the impression internally that the repair on my vehicle would only take days and felt comfortable covering the rental period. The body shop never notified the other departments that they ran in to problems and the repair went to days extending the rental period that same amount of time. Our agreement did not change still a complimentary rental while mine was being fixedWhat did change was the amount they were offering it was no longer days it was daysThe point was clearly made by Boch's response when they said that the rental department submitted and internal PO for days worth of rentalIf in fact it was agreed that they would comp only days why the PO for days it would of been for daysTruth is there was never a limitation on the time of the rental and the body shop knew it, the salesman knew it and the rental department knew itMy guess is whoever authorized a day complimentary rental did not have the authority to authorize days of rental and with the body shop not notifying anyone of their delays, no one realized the rental went that long. I am sure $means little to Boch New to You but having to get approval from superiors after the fact probably is difficultIt was much easier, less honest, but much easier to just to bill the customer

My response was in errror. The air consditioning and tire issues have already been corrected. We are repairing the bumper on Tuesday of next week for the customer. I hope this brings a resolution to this matter. I apologize for any inconvenience

As far as Mr *** complaint we have yet to duplicate the noise that he claims he is thereWe had our top tech go for a ride with Mr *** and could knot duplicate the noiseMr *** also states that he spent and all we see is that his warranty spent around 900.00We have replaced most of
the front end components that could cause a noise.We left it with him that if he heard the noise again to bring it right in and we would address it with him. *** ***

The business has made every effort to accommodate the customer. We will continue to do so provided that the customer can show demonstrate that there is a safety issue with her vehicle she was sold months prior. Understanding that the vehicle is now out of the warranty period, we have inspected and reinspected the vehicle and find nothing wrong with it contrary to the opinion of the customer. We believe hat at this juncture there is an inability to satisfy the customer and this matter needs to be brought to a conclusion as the CIty of Bostpm COnsumer Affairs Office has also closed out this case after their inability to identidy a solution

Mr*** filed a complaint with the Revdex.com and the attorney general's office to which we responded in writing. I am providing you with the contents of that letter in response to the Revdex.com complaint.Thank you for your recent letter providing the details ofMr***’ consumer complaint filed
with your office concerning issuespertaining to rental charges at New to You Sales in ***. It is our intention to use our best effortsto satisfy customer concerns and maintain 100% customer satisfaction. However, in some instances, the customer’sactions may create a circumstance beyond the control of the dealership. Hence, this is the case with Mr***.In his complaint to your agency, Mr*** allegesthat he was provided a rental car for two days under an “agreement” while hiscar was being repaired at no cost to him. He goes on to say that the repair took longer than expected as partsneeded to be ordered and when they arrived they would not “fit correctly.” The complaint states that two days went on todays and when the work to the vehicle was completed Mr*** indicated he“was told I was all set.” Apparently it was shortly thereafter a charge for $appeared on his charge card accountfor the rental. Mr*** indicated that his conversation with a Mr*** from New to You Sales is not consistentwith the alleged two day agreement. Mr*** purchased his vehicle, a *** TL,from Boch New to You April 5, There were 28,miles on the odometer atthat time when the car received a state inspection sticker. Two days after having taken possession of thecar, Mr*** returned to New to You Sales and reported that two “plugs” that supported the car’s grill were cracked. The “plugs” were repaired with epoxy however, Mr*** returned three weeks later showing the plugs did nothold. At that time, the front of the car was closely examined and the bottom side of the front bumper was marked as ifthe front of the car had hit something. Six months later on June 19, 2014, Mr*** returned to the dealershipwith 33,miles on the odometer for his first free oil change. On September 4, 2014, he returned again for asecond free oil change at 39,miles. He was not seen again until he appeared again until looking for afree rental car from New to You Sales. On April 14, 2015, the Boch Rentals Dept was looking for an internal purchase order for an 8day rental for Mr***. It was soon realized by employees at the New to You Superstore, at that time, that Mr***exceeded the two days of a free rental that was granted to him as a good will gesture. Mr*** *** at New to You, afterMr*** told him that he was in need of a rental because of repairs being scheduled at the Collision Center, granted *** a free two day rental. Somehow the story goes that Mr*** feltthat he was owed something or something should have been done for him because New to You made previous repairs to the grill on his car. Apparently on or before that day, an insurance adjuster looked at Mr*** vehicle and determined that repairs needed to his vehicle from aninsurance claim were to take about one to two days. Parts for the repair had already been ordered, Mr*** did not have rental car coverage under his policy and withthe anticipated repair time, Boch New to You stepped up to assist Mr***. The insurance adjuster working onthe claim did not specify any damage to the car under the claim was preexisting. Whenthe parts for the repair arrived and the work to Mr***’s vehicle commenced, it was learned that the aftermarket parts ordered were not of proper fit andreplacements needed to be ordered. Mr*** remained with the rental car for another days until the car wascompletely repaired knowing that he signed a rental agreement that clearly indicated he would be responsible for the rental charges but for the two freedays he received from New to You. Whether there was an issue or no issue pertaining to the parts, all Mr.*** was provided with was two days of a free rental. Having no coverage under his insurance policy for a rental car, he should have expectedto pay for any additional rental charges. We appreciate Mr*** coming forward with this matter but we believe he was treated fairly but should have represented to youroffice that he was involved in an insurance claim that was unrelated to his previous dealings with New to You Sales, that he did not have rental coverage under hispolicy as it related to his claim, and that he was conducting business with the Boch Collision Center concerning repairs under his damage claim but representedto Boch New to You personnel he needed a rental car for two days for which he was provided at no charge. New to You Sales is not prepared to reimburse Mr*** for any rental charges incurred after the two days of free use of arental car he was initially provided. Please contact this office at *** *** with any questions or concerns pertainingto this matter

teh customer purched the car cosmetically as is. The air condtioner and tire will be checked out next Tuesday (5/12) when the customer returns to the dealership to bring the car into service. The dealership will make sure that the customer gets transportation to
work. It is the intention of the dealership to satisfy the customer's reasonable demands

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *** The paper work sent to me did not address the complaint of condition of the tiresThe registration correction occured without the car owner singing paperwork, which is requiredThe paper work was sent to the owner in May but the business claimed the signed paperwork was never receivedNo solution was reached.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I just clicked acceptance of a businesses response in errorI do not accept Boch New to You's response on the grounds that there statements are falseSee earlier points as none of them has been addressed.Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
I take offense, however, at Boch stating that I caused the damage when they know all I did was open my new car door. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
On Friday May 1st, 2015, I received a call from one of Boch's sales manager, the name is [redacted]. He asked me to bring the car back to them. I took the car back on Monday May 4, 2015 , he looked at the bumper and told me to wait so that he can talk with his boss, I said fine, he came back about 10 minutes after and told me that his boss [redacted] said that they will fix my car front bumper. [redacted] told me that he will call me when they make arrangement with the service person to fix my car, he told me he will have it fixed that same week, when I did not hear anything from him until Thursday May 7, 2015, I called him and he told me that he was about to call me and that I should drop my car off at 8:30 yesterday May 12, 2015.When I got to the dealership, I asked for [redacted], I was told he was off today. I went to their service area,I was told that they are not aware of me bringing my car. I went back to the showroom, another sales manager named [redacted] took my keys and have me taken back to work. At around 2:30pm, [redacted] called me to tell me that my car was ready to be picked up and I asked if the car has been fixed, he said yes.I went back there after work to pick up my car, my car was packed in front of their showroom. I went straight to the car, I saw that it was not been repaired. I went inside to talk to [redacted], he told me that they cannot just fix my car. I told them they agreed to fix the car. He said they cannot repair it. They were given me different stories about how the bumper was cracked that I must have hit something but they confirmed having this crack on the car before I picked the car up the first time because they have pictures to show for it.At this point, I am getting to work late whenever they asked me to bring the car and on top of that, I am back at where I started. Theyrefused to repair my car. I paid for a car they told me was in excellent condition which was overpriced, I realized this after I already purchased the car but its fine, all I asked for is to repair my bumper.I told them that if anything happen to this car today, I will not get the 13,900.00 that I paid for it plus the  insurance will deduct money for the cracked bumper. [redacted] answered, the insurance will only deduct 250.00 for the bumper, Then, I told him if the bumper is only 250.00 why don't you fix it, he said no, they are not fixing it. Right now, I am not getting my money worth from them and I don't know what else to do. Please I need all the help that you can render for me. 
Regards,
[redacted]