Bommarito Buick - GMC

Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ This issue has been resolved, the refund has been sent to the customer's lien holder and the customer has a copyThank you!

When my technician started to remove the dash to replace the air bag he noted the marks on the dash and noted that they were covered by the dash padHe surmised that the reason the dash cover was on the dash was to cover those marksthe marks are indicative of someone trying to replace the center speaker and not where we use tools on the dashWe remove the center front vents and unscrew the dash from the fire wallOccasionally the dash glue pulls the plastic off the side of the dash where the vents attach but the vents cover that part of the dashMore commonly the vents crack on removal and we have to replace them.This customer has filed an insurance claim and I have provided them the pictures that I haveAs you can see from the photos the pictures were taken after the tech had the dash out of the vehicle and not post repair as the customer speculates

I have not received any response from Bommarito and the issue has still not been resolvedThank you, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/03/09) */ The complainant purchased a BMW from us on 6/18/During the purchase process she was offered a service contract to provide coverage for any unforeseen future defects on the vehicle which she declinedWe have paid/reimbursed($ approx) for different issues 1)tires 2)breaks and last was a trim piece that didn't effect anything mechanical in the vehicles performance or safetythe other issues that she mentions were not known problems of the vehicle at the time of purchaseShe was informed at that time that there would be no more assistance with the vehicle and she agreed that would be the last timeLastly to the response that one of the Managers was impersonating [redacted] & [redacted] is and all the phone calls are recorded to prove her statements are including the phone call about the last repair in October being the final repair to be covered by the dealership

Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ Contact Name and Title: [redacted] DFO Contact Phone: XXXXXXXXXX ext Contact Email: ***@ [redacted] .net Mrs***'s extended warranty is through Infiniti USA and they have a prescribed set of rules for dealers to follow regarding replacement of headlights due to moisture buildupWe have to follow those rules as a new car franchiseWe contacted Infiniti on multiple occasions with photos requesting authorization for replacementFinally Infiniti Consumer Affairs agreed with us and authorized replacement of their passenger side headlight housingWe completed the repair on 7/1/ Final Consumer Response / [redacted] (2000, 11, 2015/07/10) */ Regarding Complaint Case@XXXXXXX We also contacted Consumer Affairs, and they finally agreed to replace the headlight fixtureThe work was completed on Thursday Thank you, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ We applied for a duplicate Kansas title for the cusotmers trade inAs soon as we received this title we sent a copy along with the paperwork for the vehicle purchased to the customerIf we would not have waited to send to customer he would not have recieved tax credit for his trade from the State of MissouriCustomer should have all paperwork that is needed to register his vehicle Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/11/12) */ I have received the title for my vehicle, but that is itI was told I would receive inspection documentation along with paper work concerning the dent and key protection packages that came with the vehicle, I have yet to receive these items Final Business Response / [redacted] (1000, 16, 2015/11/18) */ Please see the following documentationPer my phone call to your office I am sending what we, again, are mailing (via overnight) to customer in regards to his paperwork Customer is also requesting emissions inspection paperwork BUT because he purchased a new vehicle the state of Missouri does not require an emissions test If you need anything further, please contact me XXX-XXX-XXXX [redacted] Office Manager Bommarito

Initial Business Response /* (1000, 5, 2015/08/13) */
The client's payoff has been sent and received by *** Credit UnionConfirmed by *** on 8/13/

We've received a signed shipping slip from the carrier indicating no damage when the vehicle left Bommarito If there is any damage on the vehicle currently, Mr*** will need to file a claim with the shipper

Complaint: ***
I am rejecting this response because: I was never given the option to
recend the saleI was told by the dealership that they “needed to confirm whether they want to do business with me anymore” since I filed a complaint and left reviews about my experience I requested a video of the car from *** *** again on 2/but he stated the car was already shipped and would arrive @ 9pm on MondayThe car wasn’t shipped until 2/after requesting the videoThis a certified preowned vehicle from AudiThe car should not have been shipped with a broken bumper, paint deep scratches and etcthe transporter stated the car was picked up this way.
Sincerely,
*** ***

The Service Manager reached out to Mr *** and has a way to resolve the issueHe left a voicemail on the customer's cell number

We spoke to the customer on 2/3, we offered to rescind the sale, the customer did not want to do that, he agreed to allow us to ship the car today (2/5) and it will arrive by the end of the day today

We are issuing a check payable to the customer for $right away

Initial Business Response /* (1000, 6, 2015/06/09) */
The vehicle belonging to [redacted] was in a hail storm that affected a wide swath of St Louis County.Our bodyshop has to follow rules set by the customers own insurance company. We suggested the roof replacement and the customers insurance...

protocols recommended paintless dent repair. We attempted the repair but the roof metal was too damaged and had to be replaced. That means that we had to order parts we did not have instock and getting a roof section is no small issue. All of this added time to the repairs, which the customer was unhappy about. In the end the customer started demanding that we give him a new vehicle to replace his since it was taking longer than expected. Our general manager offered to cover the rental cost, the customer did not have rental coverage as part of his policy. Later the customer complained again about his car being dirty, parts that were not up to his standards(even though they were interior parts not affected by hail). We replaced the parts cleaned the vehicle and paid his deductible. We have given him more than what is fair and are not giving anything else. He wants us to cover a car payment, which we did by paying for his loaner. This customer came into our building raising his voice and accusing us even before we had a chance to find out what was wrong. We have no problem helping people who keep their calm, but Mr. [redacted] demanded than we "owed" him from the beginning.His insurance sets the rules for repair and his level of policy is determined by him, we cannot help it if he chooses to opt out of rental coverage. He needs to deal with his insurance first and then find another bodyshop.

We gave the buyer the corrected Carfax and did the alignment that he requested.

I will have our service department call Mr. [redacted] and give him a new key.

Ms. [redacted] (formerly [redacted] on her account) dropped her vehicle off at Bommarito Infiniti on 12/3/2016.  The vehicle had been in an accident, and needed repairs in our collision center prior to returning it to Infiniti.  Ms. [redacted] was aware of this, and her insurance was handling payment...

for the repairs.  The work was completed on 1/6/2017.  Infiniti Financial Services' records will reflect the correct turn in date of 1/6/2017, since they were unable to take possession of the off-lease vehicle until repairs were complete.  Ms. [redacted] will be responsible for any charges/payments that accrued up until that date.  Thank you-

Complaint: [redacted]
I am rejecting this response because:The dealership gave me an incorrect Carfax prior to purchasing the car that misled and hindered me from making an educated purchase due to FALSE information. The...

original Carfax showed an instate car with a spotless record besides regular maintenance. A week after purchasing the car, I realized the car was from out of state and I purchased the correct Carfax online showing additional work to the suspension and electronics. When seeing the correct Carfax, I think the market value of the car is worth less than what I originally paid. The dealership attempted a front end alignment twice within the first month of ownership and said they could not complete a proper alignment unless I purchased new front tires. This car has 26,000 miles on it and currently on the second set of tires that are rated for 30,000 miles. This statement of needing new tires is documented in paperwork obtained from the dealership along with documentation of the false Carfax provided.The steering wheel on the car is not straight and the car still pulls to one side. The dealership has provided false information and have not followed through on their commitment to fix the alignment as promised before purchasing the car.
Sincerely,
[redacted]

When my technician started to remove the dash to replace the air bag he noted the marks on the dash and noted that they were covered by the dash pad. He surmised that the reason the dash cover was on the dash was to cover those marks. the marks are indicative of someone trying to replace the center...

speaker and not where we use tools on the dash. We remove the center front vents and unscrew the dash from the fire wall. Occasionally the dash glue pulls the plastic off the side of the dash where the vents attach but the vents cover that part of the dash. More commonly the vents crack on removal and we have to replace them.This customer has filed an insurance claim and I have provided them the pictures that I have. As you can see from the photos the pictures were taken after the tech had the dash out of the vehicle and not post repair as the customer speculates.

Initial Business Response /* (1000, 5, 2015/07/06) */
Contact Name and Title: [redacted] DFO
Contact Phone: XXXXXXXXXX ext 1265
Contact Email: [redacted].net
Mrs. [redacted]'s extended warranty is through Infiniti USA and they have a prescribed set of rules for dealers to follow regarding...

replacement of headlights due to moisture buildup. We have to follow those rules as a new car franchise. We contacted Infiniti on multiple occasions with photos requesting authorization for replacement. Finally Infiniti Consumer Affairs agreed with us and authorized replacement of their passenger side headlight housing. We completed the repair on 7/1/2015.
Final Consumer Response /* (2000, 11, 2015/07/10) */
Regarding Complaint Case@XXXXXXX
We also contacted Consumer Affairs, and they finally agreed to replace the headlight fixture. The work
was completed on Thursday.
Thank you,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/20) */
This issue has been resolved, the refund has been sent to the customer's lien holder and the customer has a copy. Thank you!