Brown Daub, Inc.

September 18, Dear *** ***:
We have received your letter dated September 17, 2014, enclosing the concern of *** ***In investigating the situation, we determined that *** *** purchased a *** *** in April of 2013, which had around 39,miles
on it at the time of purchaseAlthough offered, an extended vehicle warranty was declined at the time of vehicle purchaseAt purchase our service department performed the industry standard mechanical inspection customary for a used vehicle on the Lancer, as well as an oil change, a state inspection and an emissions testThe customer returned to our service department on two separate occasions since the time of purchase (July and November of 2013), with no complaint regarding an all-wheel drive coupler pump issue on record either timeThe vehicle has not been back to our service department since November of (almost a year ago).According to the complaint, the vehicle now has 52,miles on it, so it is evident that the vehicle has been driven regularly since it was purchased in The part the customer is complaining about could have gone bad for any number of reasons over the past yearBrown-Daub did its due diligence by performing the necessary inspections and safety checks on the vehicle prior to its saleWe cannot comment on the customer’s allegation of a manufacturer problem with the vehicle because such issues should be discussed directly with the manufacturerHowever, without an extended warranty to cover the costs, and given the extensive amount of time that has passed and the miles driven since the purchase date, Brown-Daub cannot fix the vehicle without the customer paying for the service and parts required to perform the repairThank you for your attention to this matterPlease feel free to contact me at ###-###-#### if you have any further questions regarding this matter.Sincerely,Shane RGeneral Manager

October 20, 2015Dear *** ***:We have received your letter dated October 16, 2015, enclosing the concern of *** ** ***.We understand *** ***' concern for his safety and are also unhappy with the amount of time it has taken to get the part from the manufacturerI can assure you that we
have followed this situation closely and despite our constant checking, the manufacturer was unable to provide us the part that was recalled on *** ***' *** *** until this past Friday, October 16, Our Service Advisor, Chris H***, called *** *** yesterday, October 19th, and again today, October 20th, to let him know that the part has finally arrivedWe have made an appointment with *** *** for next Thursday, October 29th, to repair the vehicle.Thank you for your attention to this matterPlease feel free to contact me at *** if you have any further questions regarding this matter.Sincerely,Shane RGeneral Manager

My car was damaged days ago and taken to this locationMy family has bought multiple cars from Brown Daub over the years and uses them for regular servicesHowever, the collision center in Easton has, essentially, lied to me for over weeks about when my car repairs will be completedI understand that parts take time to come in and that the damage was significantHowever, two weeks ago (on a Friday) I was assured that my car would be completed for the following Tuesday or WednesdayNow, here I am two weeks later and my car STILL is not finished despite having been told yesterday that it would "100%, without a doubt" be completed for todayToday, I was told (at 1pm) that the car still needed its alignment done (which they said was at "another location" - a.k.anext door) and to be washed, and that they could not possibly get that done before My family and I have NEVER had such a bad experience with a collision center in yearsI've been lied to daily and the center has made no effort to get the job done in a timely fashion or keep its promises

May 9, 2016Dear *** ***We have received your letter dated May 5, 2016, enclosing the concern of *** ***.We understand that *** *** would no longer like to receive communication of any type from the Brown-Daub dealershipsAccordingly, we have removed her name, address and phone
numbers from our databasesWe apologize for any inconvenience *** *** encountered, and fully believe she will not receive any more contact.Thank you for your attention to this matterPlease feel free to contact me at ###-###-#### if you have any further questions regarding this matter.Sincerely,Shane *R*** General Manager

February 8, 2017Dear *** ***We have received your letter dated February 3, 2017, enclosing the concerns of *** ***.We find it unfortunate that *** *** has had issues with his vehicle and is unhappy with the Customer service he received from Brown-DaubWe have investigated the
situation and can offer the following information:The payment and terms of *** ***'s loan are directly related to his financial situation and credit scoreHe tried several times to trade in and upgrade his vehicle, but he could not get approved on a loan for a newer vehicleThis was discussed with him on each occasion and he claimed he understood the circumstances each timeAll prior warranty work done on *** ***'s vehicle was done to industry standards and in a timely fashionAnd, per our policy to prioritize warranty issues, he was given a loaner vehicle for use while his car was being worked on We cannot determine whether the Body Control Module has affected the turn signal as *** *** claims without examining the vehicleHe was supposed to bring the vehicle in for us to evaluate, but he did not leave it for us to inspect*** *** admittedly drives for a living and his vehicle's mileage far exceeds the average mileage put on a vehicle annuallyThe problems he is experiencing could be for any number of reasons, including the excessive use,At this point Brown-Daub would still like to inspect the Body Control Module at no cost to *** *** to see if there is a correlation between its installation and the turn signal issue he is experiencingIn the remote chance the two are correlated, Brown-Daub will stand behind the work we performedWe cannot, however, offer *** *** a loaner vehicle during this period because we have other customers experiencing manufacturer warranty repairs who take prior, much like he did when we did warranty work on his vehicle previouslyAdditionally, if the BCM and turn signal issue are not found to be related, then we cannot fix the problem at no cost In our experience, the difficulties *** *** is experiencing and the types of repairs his vehicle needs are industry standard wear and tear issues for a vehicle with high mileageThese types of repairs are customer pay items,Thank you for your attention to this matterPlease feel free to contact me at ###-###-#### if you have any further questions regarding this matter.Sincerely,Shane RGeneral Manager

May 9, 2014
Dear ***,I am writing in response to the complaint you received from *** *** which has been assigned ID ***.On April 15, 2014, *** had her *** ** *** towed to our facility by *** TowingWe received instruction that the
starter was inoperableAfter a series of tests, we found that a good power supply and ground was present at the starter and the initial starter had an internal shortageA new starter was installed and testedThe vehicle started and ran at that time and we released the vehicle to *** on that day.On April 21, 2014, the vehicle was again towed in for a no start condition*** advised that the battery cable needed to be replacedWe then verified that the cable was bad and replaced it.These repairs were done in a professional manner and attempts to contact *** have received no responseTo resolve this issue we will issue a good will check to *** in the amount of $173.40.Sincerely,

May 17, 2016Dear *** ***:We have received your letter dated May 13, 2016, enclosing the continued concerns of *** ***.In the past we did assure *** *** that they would no longer be contacted and then they were contacted by phone againUnfortunately, even though we had removed them from all systems, there was an old sales customer folllist that had their phone number on itAt this time, all lists have been collected and properly disposed ofWe apologize again for any inconvenience *** *** encountered, and fully believe she will not receive any more contact from our dealership.Thank you for your attention to this matterPlease feel free to contact me at ###-###-#### if you have any further questions regarding this matter.Sincerely,Shane *R***General Manager

I am a year old hospital employee that recently relocated for a job from another state, and I must say that I am APPALLED at how the sales manager, Rick Z*** treated me during my short visit to Brown Daub Jeep in Easton, PA and I hope this doesn't reflect negatively across the whole companyI was SCREAMED AT by him, because my trawas not in my name (it is my ex-boyfriends who lives elsewhere as I relocated)He told me that he didn't want my business and that I should go to a dealer that would be willing to work my situationHe talked to me like I was a bum off the street, and not a working professional looking to make a purchase or lease from themI would NEVER recommend that location to anyone and in fact, would warn them offI left messages with both the GM and the President and I find it hard to believe that they are ok with their employees treating potential customers like thisSpend your money elsewhere where it's appreciated!!!!

May 12, 2014Dear *** ***:We have received your letter dated May , 2014, enclosing the concern of *** ***Please note that we have not received any prior communication on this matter.We have dome an extensive search of our customer database as well as our paper
customer logs and we have no record of this person visiting our dealershipWe even researched the databases of the credit bureaus we use to run credit for our customers and we were unable to find this personWe believe this person may have visited a different Brown-Daub dealershipHowever, since we are all independent franchises, we do not share databases so we are unable to check.Thank you for your attention to this matterPlease feel free to contact me at *** if you have any further questions regarding this matter.Sincerely,

July 16, 2015To whom it may concern,When [redacted] first met with our salesman, he told him he very much disliked his [redacted]. He stated that he felt unsafe in it, and was interested in any vehicle that could get him out of his current vehicle. [redacted] further went on to say that his...

wife has a [redacted] and they are very happy with it.Our Salesman pulled up a [redacted] for [redacted], who again confirmed that he likes the [redacted] and that it would work for him. In passing, he asked if we would be able to install a hitch to the vehicle. Contrary to his statement, he did not disclose to us what size hitch he would need or that he planned on towing something that weighed 4,000 pounds.I spoke to the customer on Wednesday July 15th, and offered to buy his vehicle back from him for the same price he paid for it, and put him in a different vehicle that would fit his needs. [redacted] said he will be in Florida until July 27th.If you need anything further, please feel free to contact me.Thank you,Jeff FGeneral Sales Manager

December 6, 2016Dear Revdex.com,In response to [redacted]'s concerns; During our conversation, the offer extended to [redacted] was to have a professional inspect his vehicle, free of charge, to ascertain his concern. [redacted] agreed, stating he would return in 15 minutes. He never...

returned, which later resulted in receiving a 3-way call from [redacted] and [redacted]. [redacted] had performed work on his vehicle and was extremely agitated at the possibility of taking responsibility for his vehicle and any expenses involved.After our 3-way conversation call, the free of charge inspection is no longer available to [redacted]. Goodwill services offered to [redacted] were to promote goodwill. His feelings of being victimized have been expressed to many via the internet; no goodwill would be promoted.In response to denying warranty work on his vehicle, there is no available Warranty coverage, as it has expired. We will gladly inspect and diagnose his concern for a diagnostic fee of $125.00 with payment paid prior to servicing. As far as the concern with the oil change, it had been done in 2014 and we had no conversation regarding this issue.As far as my ridiculous behavior, [redacted]'s “obsession' with seeking, evidence appeared to be very peculiar. I tried real hard to have a mature conversation with [redacted], and for that I am truly sorry.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Mr. R[redacted] had previously assured me that my husband would no longer receive contact from Brown Daub, yet the very next day there was a phone call from a Brown Daub sales person, and two days later another call. I am sure that R[redacted] did notify the direct mail house to stop future mailings, yet multiple copies of their contact list with my husband's name on them had already been forwarded to the sales staff, and they were told to make follow-up calls. Unless he notifies all his sales people to cross my husband's name off any lists they receive, we may be getting dozens more calls. Apparently, he has poor control of the various aspects of his sales promotion. Can he assure us that we will be getting no more PHONE CALLS as well as no more mailings? If so, we will accept his response
Regards,
[redacted]

October 20, 2015Dear [redacted]:
We have received your letter dated October 16, 2015, enclosing the concern of [redacted].
We understand [redacted]' concern for his safety and are also unhappy with the amount of time it has taken to get the part from the...

manufacturer. I can assure you that we have followed this situation closely and despite our constant checking, the manufacturer was unable to provide us the part that was recalled on [redacted]' 2006 [redacted] until this past Friday, October 16, 2015. Our Service Advisor, Chris H[redacted], called [redacted] yesterday, October 19th, and again today, October 20th, to let him know that the part has finally arrived. We have made an appointment with [redacted] for next Thursday, October 29th, to repair the vehicle.Thank you for your attention to this matter. Please feel free to contact me at [redacted] if you have any further questions regarding this matter.
Sincerely,
Shane R.
General Manager

[redacted] <[email protected]>3:10 PM (18 hours ago)to me my wife purchased a new [redacted] from brown daub [redacted] with her father on the loan he is in Virginia beach and we are located in Annapolis, she had the vehicle for a few days and was not happy with the over...

all vehicle. so she contacted a manager at brown daub [redacted] and he told her the paperwork wasnt finalized to bring it back and they would put her into something she likes. we returned a few days later and met by the manager who she spoke to on the phone. so she picked a few cars she liked and the manager went and talked another manager named andrew who came out and started to get loud and say that she cant put miles on a new car then just come back and return it and proceeded to tell her to leave the keys and go without a vehicle. ,meanwhile her father never signed the papers in virginia beach. which come to find out that they are not supposed to do a deal without both people3 there in person. so after this young kid getting pissy with both of us he said the only thing we could leave in is the 2013 [redacted]. with that the only option she signed paperwork that wasnt fully filled out. while signing it andrew came out with a smile on his face and said they are throwing in a a warranty and gap insurance for us not saying we have to pay for it. as we were leaving as it was closing time a few miles down the road we heard a squeaking sound in the rear of the vehicle which we called the following day about. a few days later the tire blew out and were told to keep all receipts and we will be re imbursed  for. a few days later the driverside door filled up with water which we had to pay for also and told we would be payed back. after them holding out title for 60 days which was also included in the loan. we finally received the paperwork and to discover the price and car payment was identical to that of the brand new [redacted]. and after looking into the deal and finding out that the 2013 was only worth $13000 at most. and that loans should not be approved for 125% of the value of the car. which the loan was approved for more then 175% value  of this car. add the $2000 warranty we didnt ask for and $1000 gap insurance which we didnt ask for the loan came out to $28476.96 for a 2013 [redacted] that is worth $13000. after many attempts to contact them thru my wife and father inlaw I finally got ahold of the general manager who rudely told me not to call there again and to speak to his attorney. we wanted them to take this car back and pay this off since they screwed my wife on the price and everything else about this deal and put her in a car that she would like. the attorney general has been contacted also. and the next step will be consultation with a lawyer. thank you [redacted] and [redacted]Sent from my [redacted]

October 7, 2014Dear Sir / Madam,After reviewing the paperwork of [redacted]'s transaction, and the subsequent repairs that were made to [redacted]'s 2007 [redacted], I find nothing that would indicate that Brown Daub [redacted] did not act fully to address any concern [redacted] may...

have had.To that point, the vehicle was serviced as soon as issues became apparent, including a rear differential replacement, a replacement radiator, (that was not covered under warranty,) replacement of brake rotors, a reflush of the cooling system, a loaner vehicle, and towing services all provided at no change to [redacted].[redacted] signed a statement on 09/24/2014 acknowledging that he understood the ramifications and the responsibility of purchasing a higher mileage vehicle, and that he holds Brown Daub [redacted] under no obligation to fix any further issues with the vehicle, and his appreciation for everything Brown Daub [redacted] has done for him to this point.
I have included a copy of that statement for you review.
Brown Daub [redacted] has done everything to accommodate [redacted], and I therefore humbly submit that his complaint is unfounded.
Armand R
General Manger

December 11, 2014To Whom It May Concern,I have read the complaint from [redacted] and have spoken with her husband [redacted] on the phone. The outcome of that conversation devolved into [redacted] becoming irate and threatening legal action against us.
[redacted] did purchase a new 2014 [redacted] from us on 7/29/2014. Several days later she returned and said she no longer wanted the vehicle, was not happy with etc. In order to satisfy the customer, we took the unusual measure of unwinding the deal. [redacted] than told us that she wanted to purchase a 2013 preowned [redacted]. We sold her the [redacted] on 8/04/14, and she took the vehicle to Virginia.
On or about 11/25/14 became aware that [redacted]'s husband, (who is not on the transaction,) wanted to give back the car again.We have attempted to satisfy this customer twice, however we cannot continue to take vehicles back simply because the customer drives it for two months, tries to trade it in somewhere else, then decides the value is not what they wanted to pay for the vehicle.Understanding that trade values differ during seasonal periods as well as regional values, we price our vehicles accordingly, At no point did we tell [redacted] that she had to purchase a rear wheel drive sports car, or any car for that matter when we unwound the original deal. [redacted] informed us that she had to buy a vehicle and the [redacted] was the vehicle she wanted, picked out, and ultimately purchased.
We have all of the properly executed paperwork in house, with all of the proper signatures, documentation, and appropriate supporting paperwork.I am confident that we have done everything we can to satisfy [redacted], and at this point there is nothing further we can accomplish.
Very Truly
Yours,
Armand R
General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Brown Daub told half the truth and I most certainly expressed the size hitch to 2 sales representatives, Doug and Pat. I also called numerous times to confirm a 2inch hitch was ordered. Both sales representatives new I was towing a Trailer and also a Boat. The response I always got was I can put a hitch on anything! The bottom line is they made a mistake regardless! As far as buying the Vehicle back not really I was told I would be given a check for  trade in value, not that they would buy the Vehicle back!
Regards,
[redacted]

July 16, 2015To whom it may concern,
When [redacted] first met with our salesman, he told him he very much disliked his [redacted]. He stated that he felt unsafe in it, and was interested in any vehicle that could get him out of his current vehicle. [redacted] further went on...

to say that his wife has a [redacted] and they are very happy with it.Our Salesman pulled up a [redacted] for [redacted], who again confirmed that he likes the [redacted] and that it would work for him. In passing, he asked if we would be able to install a hitch to the vehicle. Contrary to his statement, he did not disclose to us what size hitch he would need or that he planned on towing something that weighed 4,000 pounds.
I spoke to the customer on Wednesday July 15th, and offered to buy his vehicle back from him for the same price he paid for it, and put him in a different vehicle that would fit his needs. [redacted] said he will be in Florida until July 27th.
If you need anything further, please feel free to contact me.
Thank you,Jeff FGeneral Sales Manager

March 28, 2017Dear [redacted]:We have received your letters dated March 13, 2017, and March 24, 2017, enclosing the concerns of [redacted].Accordingly, we can offer the following explanation for [redacted]'s claims:[redacted] purchased the vehicle on 9/10/2011, which stated the vehicle...

had an accident and the airbag deployed. She signed a [redacted] at the time, copy of which is enclosed).She was trying to trade the car in at other dealerships approximately 5 years later, and was told her car had very little value due to structural damage reported on the [redacted] (copy enclosed). [redacted] reported the structural damage from the 6/3/2011 accident on 3/12/2014, with supplemental details about the accident added to the [redacted] om 11/18/2014.From the above, Brown-Daub has determined that the [redacted] that [redacted] signed in 2011 was true and accurate at the time. We cannot be held accountable for information added by [redacted] several years after the purchase. That being said, we have been working with [redacted] and . have reached an amicable deal for a new vehicle with the [redacted] being taken in trade at a fair value. We believe this natter has been resolved to best interest of both parties and the matter is closed.Thank you for your attention. Please feel free to contact me at ###-###-#### if you have any further questions regarding this matter.Sincerely,Michael D.General Manger

Review: My wife heard a commercial on our local radio station regarding a Labor Day sale at Brown Daub. The commercial stated that in addition to their sale, 'we will pay you $1000 OVER the book value of ANY car, even if you are NOT looking to buy, you just want to SELL'. My wife then phoned them the next morning to verify the specifics of the commercial. She was told that yes, that was what the commercial states. She also told the gentleman on the phone what type of vehicle we were intending to sell and he told my wife that we should bring the car down and they would proceed from there. So we proceed to drive the 40 minute ride in the hopes to sell our 1996 Firebird Formula LT1. We arrive at the business, explained our intent to the gentleman who was working at the counter, He proceeded to retrieve another gentleman who was to appraise the vehicle. After a while he returns and tells us that he was not interested in purchasing the vehicle and that they don't sell those kinds of cars at Brown Daub, and that if anything he would offer us $2000 for the car. Their commercial DID NOT say IF it was a vehicle they were INTERESTED in, IF it was a vehicle they sell at Brown Daub and it certainly DID NOT say they WOULD MAKE YOU AN OFFER. We returned home and my wife IMMEDIATELY sent a message to them via their website, and as of this writing has had no response from them regarding this matter. This is simply a case of false advertising, if a company wants to publicly make an advertisement such as this, they should HAVE to honor their advertisement.

carDesired Settlement: I want Brown Daub to have to honor their advertisement, purchase our vehicle for $1000 OVER the book value...book value is around $4000 for this type of vehicle in fair condition, the interior is spotless except for a small crack in the dash and minor cosmetic damage. The vehicle runs perfect. So bottom line is, We believe we should receive approximately $5000 for our vehicle, plus a monetary restitution for not honoring their advertisement and for our time and gas to the business.

Businesses need to be forced to honor their advertisements and they should pay the customer restitution for such inconveniences.

Business

Response:

September 13, 2013

Dear **. [redacted]:

We have received your letter dated September 10, 2013, enclosing the concern of Peter [redacted] and his wife.

First, I would like to express that Brown-Daub does not condone false advertising and would never intentionally participate in false advertising. The Brown-Daub dealerships have been in business and employing [redacted] residents since 1936. We have successfully operated locally for the past 77 years through our good business practices.

Second, we would like to apologize to the [redacted] for not responding to any email communication regarding this matter. We have checked our data management system and have no record of receiving [redacted]. [redacted]’s email. Therefore, we were unable to respond.

In regards to the issue, please see the enclosed printed copy of the radio advertisement the [redacted] are referring to in their complaint. As you can see at the bottom, Brown-Daub stated a disclaimer of “$1,000 over book value less mileage and reconditioning”. Additionally, despite the contention of the [redacted]s, the word “offers” is specifically mentioned in the ad.

When the [redacted] visited our dealership with their 1996 Pontiac Firebird, our Used Car Manager did an inspection of the vehicle. As mentioned by the [redacted]s, there was a crack in the dashboard which, in our opinion, was fairly significant. Additionally, the exterior paint was aged and faded, and even appeared to be missing in spots. The reconditioning costs of these items are rather substantial. The term “book value” in our ad does not reference a specific book for valuation. Brown-Daub uses a variety of books, and values vary greatly between the different books. So, to be fair, I went on to Kelley Blue Book today to check the value of the vehicle (copy enclosed). The trade-in value for a “Fair” condition 1996 Pontiac Firebird is $3,263. If you add $1,000 to that amount, it makes $4,263. When you make reconditioning deductions for the cracked dashboard and the poor condition of the exterior paint, etc., the value of the vehicle is actually lower than the $2,000 offered.

In closing, Brown-Daub hopes this information clarifies some misunderstandings regarding its advertisement. As mentioned earlier, we do not condone false advertising and we do not believe we have even unintentionally done any false advertising in this matter. We will not be purchasing the [redacted]s’ vehicle for $5,000. However, as a good will measure, we will provide them with a free oil change in our service department on Hecktown Road for their time.

Thank you for your attention to this matter. Please feel free to contact me at ###-###-#### if you have any further questions regarding this matter.

Sincerely