Brunswick Auto Mart, Inc.

The customer is scheduled to bring the vehicle in Monday 10/23/2017, he will leave it over nightWe will provide a loaner car for the day.Gary *** our Service Manager has arranged for a Field Technical Assistant from FCA (Fiat Chrysler of America) to be on site and troubleshoot the customers
concern Tuesday 10/24/

Initial Business Response /* (1000, 5, 2015/08/05) */
Mr*** arrived at Brunswick Auto Mart 07/06/to take delivery of his Acura RSX
It had beeen indicated to him prior to arrival that he neededd to provide a cashiers check and proof of insurance
He had neither when
he arrived.He then spent the majority of the afternoon trying to get get both items needed
Brunswick Auto Mart does not provide auto insurance for our customersThat is entirely the customers responsibility
If Mr*** chose to only place liability coverage on his new vehicle that was his choice not Brunswick Auto Mart or any of our associates
We can offer a resolution to his concern.Mr*** is requesting $in damages
Mr*** still owes Brunswick Auto Mart $for Arizona state sales tax
Considering he has a $insurance deductableWe would absorb the the sales tax owed and consider the matter resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let me correct your argument about the insurance, ur sales man jacob cuse my personal information without out my permission while I was out getting only the money for the down payment,Not for both like u mentioned on ur previous msg.,he offered to get me the insurance at his location before I left the dealer to get the down paymet money,in which I didnt gave him permission to do it,and not only that, he set the insurance policy on his own,getting the wrong policy
let me tell u about the deductible, the regular deductible is $i dont knw how u come with the ridiculous amount of 1,
if there is like different options with the comprehensive deductibleI dont knw why ur trying to wash ur hands saying that u dont provide insurance for ur costumers, if thats not the case, why did jacob ctook the freedom to do it? He set it up with out my permission, he got me the wrong policy, and not only that, ur staff was not careful enough to check that the vehicle had full coverage before I left the dealership,when u have full responsibility that every vehicle purchase on payments dont leave the dealership without ur approval on having full coverage insurance, jacob ceven said that how was that possible, that his girl in charged of that,doesn't allow any vehicle that was purchased on payment leave the dealership without full coverage insurance, and that he was going to check what happened,thats another mistake, thats not responsible from ur part
For the first time, take full responsibility from ur employees mistakes,I though that ur dealer was more serious and professional, but with this actions from ur part,trying to wash ur hands by blaming me, that totally show the oppositeIt looks like jacob cwas aware of his mistake, and that he did wrong,that he requested pictures of the damage and a estimate for the repair to be sent to his personal emailSupposedly to talk to the manager of the used sales department, and to try to help me with this situation
secondi was not informed that ur dealership was about to pay the ** tax on my behalf, again doing things and taking decision without my authorization, when I told u guys that I will pay for the taxes of the vehicle here in **
This is very clear, trying to evade the topic saying that I didn't brought cashiers check and proof of insurance, come on, I even called jacob cwhen I was in ** trying to get the insurance, and they dont provide full coverage if the vehicle is not present here in **So if u wanna do things ur way, lets be fair, the car has been fixed, just deduct the plus the of the insurance deductible, and reimburse the rest which is a balance of $uds
A guy one's told me, I DON'T WANT YOUR MONEY, I WANT YOUR BUSINESS, we are multi billionaires, we dont want your money, we only want your businessJacob C
And with what ur doing, let me tell you, ur loosing a high value costumer, just imagine, making a trip from ** to **,just for a car? Not many people do that
your dealership is now what it is, thanks to your costumers, that every day, do you a favor to buy vehicle's from you,trust me, without costumers, a business is nothing
Hope to hear from you soon, and please, make your employees to be responsible for their mistakes
Thank you and have a wonderful day
Final Business Response /* (4000, 9, 2015/08/11) */
The customer provided his isurance to usHe asked the sales manager where he could print the information off the computer
I have no further resolution to offer this customer

Initial Business Response /* (1000, 5, 2016/03/31) */
03/31/
I would again offer my apologies to Mr.A*** for the frustration Brunswick Auto Mart has caused he and his family
I spoke at length with MrA*** the day of the incidentHe was provided transportation while we
repaired his JeepWe expedited the repair as soon as possible so not to inconvenience him any further
Obviously there was no charge to MrA*** whatsoeverWith his consent we also provided him with figures to trade out of his Jeep and into a New JeepWe communicated several times during the period his Jeep was down
Brunswick Auto Mart has never heard from MrA*** in the months since
From the tone of his complaint he has no desire to ever speak with us again
It is our view that Brunswick Auto Mart took responsibility for our mistakeWe remedied that error and have consulted with all those involved
Any additional time and expense MrA*** has incurred after that is of his own doing and therefore his responsibility
If he has a specific reasonable request from Brunswick Auto Mart he may contact us at any timeWe would be glad to at least consider a SPECIFIC REASONABLE REQUEST
Best regards
Charlie D*** GM
Brunswick Auto Mart
Initial Consumer Rebuttal /* (3000, 7, 2016/04/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
MrD*** is correct in that Brunswick Auto Mart did repair my vehicle free of charge and did provide me with transportation
I was negotiating for a new car and expressed my concerns about the failure of both rear wheel bolts at high speeds and my concerns regarding the front lug bolts and the fact that the entire brake assembly falling off my vehicle and the fact that anyone of the three incidences could have resulted in accidents that could have been life threatening
MrD*** response " those are would of's , could of's an maybe's and nothing happened so I should not be concerned about the safety of my vehicle", that response turned me of to Brunswick Auto Mart, my safety apparently is not a concern of theirs, so why should I be concerned about doing business with them
Brunswick Auto Mart also rebuilt my transmission for over $5000, I a waiting to see if I experience any further problems with that, seems that loose hoses and unattached filters discovered weeks after they did the work were also too minor to raise any concerns as to the quality of their repairs
It seems Jeep, Corporate also feels that my concerns are unfounded, guess after 30+ years of loyalty to that brand it is time to look for a manufacturer that is concerned about the safety of their customers
I have attached a file that contains photos of the failed bolts and brake assembly, also the colored photos are the results of a magnetic particle inspection my company performed on the two remaining bolts from the first incident, the cracks are not visible under white light so any inspection performed by any dealer would deem them suitable for continued use on the vehicleI have since had the wheel bolts on the front wheels replaced at my cost, that took two trips to another dealer because the wheel lock key was lost by Brunswick Auto Mart, I drove around for almost three months not knowing if I experienced a flat tire I would not be able to change it but would have to the vehicle towed to a dealership to have the lock lug nuts removed, another reason for my concerns regarding Brunswick Auto Marts quality of service, but I guess that did not happen so why be worried about it
Final Business Response /* (4000, 9, 2016/04/07) */
MrA*** can't even spell my name right
I believe he heard what he wanted to hear
His assertion that Brunswick Auto Mart doesn't care is unfounded
Through all this dialogue he has not specifically stated what he desiresReimbursed for all my expenses? That is rather vague especially since he deems it necessary to pursue Magnetic particle testing
We stated earlier if he has a SPECIFIC REASONABLE REQUEST we will consider it

Initial Business Response /* (1000, 5, 2015/05/21) */
Mr*** recieved a check from *** on May 20,The check was for overpayment on the balance owed
Initial Consumer Rebuttal /* (2000, 7, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the
business.)

The consumer disputed the charge with their credit card vendorThey will receive reimbursement through that channel

I am rejecting this response
because:
My complaint does not involve whether or not the remote start is “operating as designed”. My complaint is based on the deceptive sales tactics in which the dealer made claims about the equipment sold to me. The remote start was a $Optional add-on. As stated before, the dealer misrepresented this equipment by claiming the remote start could operate in a manner far exceeding its true limitations. The remote start does not operate as the dealer claimed it would. Due to the dealer’s deceit, I am now obligated to pay to remove the equipment as well as pay for a new remote start in addition to the original loss of $499. Therefore, I continue to seek a refund for the equipment sold to me that does not work as promised and I would not have purchased had the dealer been truthful

We will continue to work thru Subaru of America to resolve Mr*** concernHe may also contact Subaru directly, I believe he has already spoken with Julie at Subaru

The customer is coming in this evening to have the piece installedIf they do not wish to return here we would be glad to overnight the trim piece to them and they may have it installed wherever they desireThere will be NO gas card, check, or any other type of reimbursement forthcomingThe
customer has made it very clear that they will not returnTherefore we see no need to invest any additional resources.Thank youCharlie D*** GMBrunswick Auto Mart(330) - ext ***

08/22/10:21am left *** *** a voicemail messageWe never received initial notice of concern.Customer was delivered a vehicle with all equipment and features specifiedIf in fact we had located a car that the pricing was $more would the customer pay the additional monies?I don't
consider the request for $reimbursement to be reasonable

Initial Business Response /* (1000, 5, 2015/10/02) */
Contact Name and Title: Charlie D***
Contact Phone: ***
Contact Email: ***
I have attached the Buyers order signed by the customer and initialed showing $incorporated in the deal for remaining
payments
Also included is the Customer Lease payment Acknowledgement form signed by the purchaser again disclosing the payment of $in lease payments
The check sent to VW credit for $issued business days after transaction
Finally the payoff letter stating the amount of $to be paidAlso stating any balance over that would be the customers responsibility
If the customer has received a billing invoice from VW for their lease turn in I am available to review it with themIt was clearly indicated on several items what Brunswick Auto Mart's responsibility was in the transaction
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was not supposed to be a remaining payments dealThis was supposed to be a buy outI am a repeat customer to your dealershipI will be contacting Volkswagen Corporate, and will seek legal counsel
You MAY have deceived us well enough to stand up legally; however, the amount you should be paying to make this an honest deal will in no way equal the amount of business you are losingI am a repeat customer to your dealership, as are several friendsYou could have at least gave the common courtesy of returning phone calls
Final Business Response /* (4000, 9, 2015/10/05) */
***Document Attached***
We received a copy of Mrs***'s bill from VW it is attached
She is being billed for mileage over her contracted limit and a broken windshield
Brunswick Auto Mart has called VW on her behalf
VW has agreed to reduce the total charges due from $to an amount of $

Mr. [redacted] drove over something in the road and had a flat tire. He brought in the tire only to the store asking for it to be patched. The tire wouldn't hold air because the valve stem is broken. We do not agree with Mr. [redacted]'s assumption that it was broken here. I suggest if Mr. [redacted]...

has such great trust in his friend he should utilize his services in the future.

Ms. [redacted], purchased a vehicle that she agreed to both the price and equipment. The remote start feature is operating as designed. We do not consider her request to be reasonable or justified.

01/04/17Mr. [redacted] brought his 08 Impreza to us STATING IT WAS NOT RUNNING RIGHT AFTER HE REBUILT THE ENGINE. IT WOULD STALL WHEN THE ALTERNATOR WAS CONNECTED.He also requested that the brakes needed to be bled. The Service advisor quoted an initial check out time and fee. Mr [redacted] left the car with...

us.Further into the diagnosis of the problem the technician recommended that it would take additional time and expense to address the problem. When Mr. [redacted] was informed of the additional expense, he declined.Mr. [redacted] had his vehicle towed from our store. When the tow company took the vehicle it was still in a state of disassembly. Mr.[redacted] was not charged for the time our technician spent on the vehicle. Mr. [redacted] could not repair his car on his own. He then wanted to have it repaired as affordably as possible. He chose to take the vehicle to another facility.The expense to get the car running is solely his responsibility.

I am rejecting this response because: What the car had or didn't have isn't the issue.  I negotiated based on an MSRP of $34,433.  If they told me they had a similar vehicle for only $33,997 I would not have offered as much for the car.   If they were giving me a more expensive car they certainly would want more money.  Why should I pay the same for a lesser value vehicle?

I am rejecting this response because:
We were originally advised we would get at least a full tank of gas for previous inconveniences. Now there has been 3 more inconveniences and miscommunication from the business and now the gas is not an option? My complaint of extremely horrible customer service and communication remains.

Customer bought a car and tendered a partial payment. Dealership secured the vehicle and attempted to arrange delivery. Customer had purchased another vehicle at a competing dealership and proceeded to fabricate lies in an attempt to back out of there original purchase.Our contracts are very clear...

an precise PARTIAL PAYMENTS ARE NON-REFUNDABLE

Initial Business Response /* (1000, 5, 2016/04/08) */
We will ship a rear mat to the customer. The photo does clearly show 3 mats. The description list it as a set of 2. We apologize for any inconvenience.

Initial Business Response /* (1000, 5, 2015/06/18) */
Mr. [redacted] discussed this concern with both the Sales Associate and the Sales Manager.
He stated that he was okay with the fact that we had removed an aftermarket alarm from the vehicle. It had been triggering incessantly that is what the...

remotes were tied into.
If he feels he can get the feature he wants for $160 I will be more than happy to forward him a check.
This would strictly be a GOODWILL accomodation being that he purchased the vehicle AS-IS.
He may contact me directly if he wishes to proceed

Initial Business Response /* (1000, 5, 2016/05/05) */
05/05/2016
The Toyota Service Manager Eric B[redacted] contacted the customer by phone.
They reviewed the entire scenario that took place. The customer now seems comfortable in dealing with Mr. B[redacted].
She will contact him directly for any...

future service needs.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/10) */
Consumer called and provided statement. She did NOT leave the business on a good note. He was very disrespectful to her. He offered a free oil change, after trying to sell her $1000 in repairs. Her mechanic said there was nothing wrong with the brakes. She wants nothing to do with this dealer any more.

When we received the consumers initial letter WE CONTACTED HIM IMMEDIATELY. THEN WE FOLLOWED UP THE NEXT DAY. It was at that time the customer informed us he was no longer in possession of the vehicle. THERE IS NO GOODWILL REPAIR ASSISTANCE  FOR A VEHICLE NO LONGER BELONGING TO THE CUSTOMER.