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Buchanan Automotive, Inc.

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Reviews Buchanan Automotive, Inc.

Buchanan Automotive, Inc. Reviews (5)

September 12, 2016Dear [redacted], in regards to complaint ID#[redacted] I have found that we do in fact owe this individual a refund of $106.00. I was unaware that there was an issue until we received the complaint. There are 3 emissions warranties on her vehicle and the main warranty had expired but...

however the other warranty would cover the repairs and the service advisor was not aware of this. I have reached out to the customer to rectify this issue.Regards,Jeremy HService Manager

Review: 08/21/2013

Dear Sir or Ma'am:

Please see the attached letter, which was faxed to Buchanan Automotive on August 19th. At the time of this letter to you; I have not received any response.

I would prefer this be a gentlemanly type of communication wherein Buchanan steps up and pays for the requested paint repair, since they hid any mention of prior damage to the vehicle. They cannot claim they didn't know about the damage, because I confirmed with the previous owner that it was damaged when he traded it in. Not mentioning it is one thing, but based on the enclosed AutoCheck report, they advertised the vehicle has having a clean bill of health, when they knew that wasn't true. When a person purchases a 2 year old, one owner, extreme low mileage (6,713) vehicle that is advertised and represented as in great condition, having obvious unreported paint issues done at the dealership is at least a bit deceptive, at most fraud.

There was other damage (to front of hood) that wasn't reported until truck was being loaded at dealer for shipment The salesman called to tell me about it, said he would make it right, but a bug deflector mostly covers it and I was okay with that until the other issues were discovered, issues that impact the value of the vehicle and reflect unfavorably on the dealership.

All I wanted was a carefully selected, low mileage, honestly described vehicle. I fee) my request for paint repair to be completely fair based on the substantive undisclosed paint repair needed.

I can be reached [redacted] or [redacted]

Sincerely,Desired Settlement: Please see attached letter.

Business

Response:

09/25/2013

To Whom It Concerns:

This letter is in response to **. [redacted], **'s compiaint assigned ID# [redacted]. Buchanan Automotive Inc. policy regarding used car conditions is to offer our customers a copy of the vehicle's Auto Check Report. Buchanan Automotive inc. does not verify or guarantee any of the information reported by independent third parties. The Auto Check report is compiled from an independent third party company describing the reported condition of the vehicle. We do offer Auto Check as a purchasing tool for customers. We do reconditioning on all used cars before we make them retail ready for out customers. Reconditioning can include but is not limited to: repairing paint imperfections, scratches, scuffs, etc. This is a standard practice at Buchanan Automotive Inc. and at most used car retailers. At no time was **. [redacted] ever advised that the vehicle was "perfect" or that it had not gone through a reconditioning process. **. [redacted] viewed the vehicle online and requested to see an Auto Check report. After reviewing the Auto Check report **. [redacted] made the decision to purchase this vehicle. This vehicle was reconditioned and marketed in a manner that is consistent with Buchanan Automotive Inc. policies.

Respectfully,

Review: The [redacted] Auto group mailed a promotional flyer advertising numerous vehicle specials for sale and identifying the recipient receiving the flyer as a gaurantee winner if the scratch off number matched the number on the flyer. The promotinal flyer had a key attached to it that would give an individual the chance to start and win a new jeep or collect thirty thousand dollars instead along with a chance to win a hunting trip for two to Colorado or seven thousand, five hundred dollars, Andriod pad or a five hundred dollar gift certificate to [redacted] Sporting Goods.

I went to [redacted] Kia in [redacted] Maryland to shop for one of the vehicle specials listed for sale and to try the key attached to my flyer along with claiming my prize. I was greeted by a salesperson who proceeded to sell me a car but stated that the vehicle listed on the flyer was not available. The salesperson advised me that the key attached to the flyer meant nothing and there was no jeep to win. I was also informed that I had won an Andriod pad but only after I mailed seventy-nine dollars for shipping and handling.

I feel this was nothing more than a marketing scam to attract customers to the listed [redacted] dealerships by false pretense. I don't believe that you have truly won something if you have to pay money and that the other prizes listed even existed.Desired Settlement: I want an explanation why they mailed a promotional flyer that misrepresented the conditions and prizes listed and I want an opportunity to use the key attached to my flyer to possibly win a 2014 jeep or thirty-thousand dollars. I want an oportunity to purchase one of the new vehicles with the amazing prices listed. I want [redacted] Auto to address why they obviously misrepresented this promtion.

Business

Response:

BB8 of Metro Washington DC and Eastern Pennsylvania

1337 North Front St.

Harrisburg, Pa. 17102

Attn: [redacted]

Ref: ID of [redacted]

Dear [redacted],

In regards to the complaint ID [redacted] the stipulations of the prize are outlined on the main page. In the disclaimer are all the contents associated with the contest. In the guide lines are the rules as stipulated by the insurance company. It is also disclaimed in accordance to PA and MD guidelines. There is no hidden agenda. It is clearly in our best interest to hope that a potential client comes in with the winning number. This would be great positive publicity. Right next to the key it stipulates: If your key opens the lock and/or your luck number below matches the winning number posted in the dealership, you win the prizes shown. Right next to the winning number on the same page it says" if you're the number you scratch off matches your lucky number below you've won. The insurance company uses the number as opposed to the key. We have had issues of customers trying to force keys that do not fit into and ignition system in a vehicle and either getting them stuck or breaking the mechanism that starts the vehicles, or worse breaking the key in the ignition. That is why the insurance company now goes with the number. If the person came in with that number than they win either a choice of the cash of $30,000 or a jeep wrangler. All the rules and stipulations were posted at the time of contest as well. These rules were posted at all participating [redacted] Stores. This was a grand opening celebration [redacted] wide mailer.

The mailer was 8 pages. There were separate pages advertising for all of our various locations. Each store had specific ad vehicles listed with disclaimers on each. All were very clear as to the price / term / rate /payment. The complaint does not list what vehicle the customer was referring too. Until I have that information, I cannot properly respond to that portion of the complaint. There are over 30 examples of vehicles listed.

The stipulations in regard to the Android tablet as all clearly marked on the exact same page as well.

The sales associate should have told the customer that they can choose to have the item mailed to them directly or to the dealership where they can pick up the tablet, it is a $200 tablet that they can get for $59 and receive in 4-6 weeks. The tablet works very similar to an I pad and it is a great value and a real live tangible gift that many of us use to access the information highway and keep in touch.

In no way did we misrepresent and hope this finds clarification for the customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

---------- Forwarded message ----------

From: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Tue, Nov 5, 2013 at 10:10 AM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Tue, Nov 5, 2013 at 9:06 AM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

The complaint also outlined numerous specials on several types of vehicles however those special deals were not made available. I also disagree with the fact that your a winner only after you spend $59.00 to claim a prize. I responded to your dealership because the flyer identified me as a winner and I wanted to take advantage of one of the great specials the dealership advertised. I spent more on gas and my time because of a promotional flyer that was not clearly written only to be advised that I would have to spend more money to claim my prize. Since we are on the topic of prizes I would be curious to know how many of the other prizes listed were actually won by an individual that received a flyer. The reality is that the fine print in the flyer is your validation of doing no wrong and the hope that by luring persons into you re dealerships you would be able to capitalize on selling a vehicle that was not listed.

I feel the Revdex.com should review the document for its validity and legality because I feel that I was mislead and cheated. Thank,you[redacted]

Regards,

Business

Response:

November 12, 2013

Revdex.com of Metro Washington DC & Eastern Pennsylvania

1337 N. Front St.

Harrisburg, Pa. 17102

Attn: [redacted]

Ref: Complaint ID# [redacted]

Dear [redacted],

I understand that the customer has what he feels are legitimate complaints. At Buchanan, we strive to give our customer a great experience during the entire shopping, sales and service process. We never mean to mislead anyone. This is not our agenda. Listed below are the customers' complaints and Buchanan's response.

Customer Complaint 1. Customer claims numerous vehicles were outlined in the special and were not available. Customer claims they want to take advantage of the great specials.

Response. This 8 page mailer was a Grand re-opening celebration Company wide. At the top of the first page it says, Multiple Buchanan Event Locations - See Inside. As a result, each location (dealership) had a separate page. The top section of each page has the dealership name clearly marked. At the bottom of each page is the address of the location of that particular store. Each store has several listed specials. There are 31 total vehicle specifically listed. All are properly disclaimed. Obviously, as an example: A vehicle listed on a page that says Buchanan Subaru and the address at the bottom that says [redacted], MD [redacted] would not be at the Kia location nor would that vehicle be listed on the Kia page. 1 still don't know what specific vehicle the customer is saying was not available? This was also in my last response.

Action: We would be more than happy to extend to the customer the advertised price of the vehicle they were interested in. Keep in mind the availability of the vehicle, the fact that programs and incentives change frequently on new vehicles and they may be different in the month of November.

Customer Complaint 2. Customer disagrees that they are a winner because they have to spend $59 to claim prize. They are upset because they feei mislead and claims we are using the disclaimer as an excuse. They are also curious as to how many others may have won.

Response. There are 5 prizes listed. Each is clearly disclaimed. The disclaimer is not hidden. It is on the exact same page as the prizes listed. Ail contest information is on main page including the odds of winning for each item. The information about the tablet is listed as well as the cost to the customer and value of the android tablet. There is an insurance policy that we purchase to cover the cost of the prizes in case there is a grand prize winner. There are certain guidelines that the state of MD and the insurance company requires us to disclaim. We have followed those to the letter. As a privacy issue, we don't divulge information on clients or potential clients, regardless if it is about sales or about winnings.

Action: 1 have reviewed the ad again with the marketing company / insurance company. In addition, I have double checked to ensure that all the prizes were properly disclaimed. All prizes clearly outlined. I am not sure what the customer is wanting as a satisfactory resolution? We have had hundreds of customers come into each of our locations. I cannot offer to pay the $59 dollars for them, I would then be discriminating to all the other customers.

I hope this finds resolution to his concerns.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

---------- Forwarded message ----------

From: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Mon, Nov 18, 2013 at 9:42 AM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Sat, Nov 16, 2013 at 1:08 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

I think I'll have a news station take a look at this promotional flyer and let the consumer experts they have take a look. The fact is that the tiny little print in camo wasn't even visible with the naked eye and for your information I went to the KIA dealership looking for the 109$ a month KIA and it wasn't there.

Review: Dealer kept my children and I in the dealership from 9:30am till after 3:30pm

They took my keys so we could'nt leave till I was served and signed papers to take delivery of car. they kept bggering me on how good the deal is ,And how they just got me out of all the negitive equity of my old car. So I went from owing 20,500. in 3.75 years to 29,266.84 in 6 years.

I had asked for my keys more than three times and they kept ignoring me.

I went back to dealership to return the car and to retreve my veichle but was told that the sale was final. I tried to explane to them that I did'nt feel that the car was ging to work out and was'nt allowed enough time to make a good desition, after about ten minuts of disagreement I was told that if I did'nt leave on my own , That they would call the Police.

This in my book is unethical. I told them many times that I wanted more time to think before I signed for a car.

At no time was I allowed to drive the car on my own (I'm 42) with my kids nor was I allowd to take it out on the highway.

during negotion I requested to be allowed to take car home for 1-2 days to see if I liked it and to see if it would work for the kids.

I was told NO! GM does not do that anymore. But I think that it can be a dealers desition.Desired Settlement: Dealer to take back the car and return my vechle to me.

shred all paperwork ,as if nothing had happened.

Business

Response:

Please see attached response.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I did not make an appointment to take delivery of a car. I came in to see if my childern would fit and be comfortable in the back. as I stated in my orgonal statement.

Also I could not leave at anytime I wanted to because the dealership had my keys. also as I stated in my original statement.

I had spoke with GM customer relations,GM said that they kept the keys to run my trade through the shop for trade in value. It never moved from whare I parked it till they started moving my things to the new car.

Regards,

Review: Our complaint is regarding the recent purchase of a used automobile, a 2003 Honda Pilot. We have had the vehicle in their service department 5 times during the warranty period regarding the following..

1) a "rumble" occurring around 35-40mph, ultimately found to be the torque converter after the third time in their possession which took 3 weeks for them to complete

2) vehicle has been using a quart of oil each week for the duration of the warranty-this was expressed to them however never resolved any of the several times they were to make repair

3) we stated that the vehicle had been smoking from the rear which was also not addressed by Buchanan

4) within 24 hours of receiving the vehicle back from the 3 week repair period for the torque converter the vehicle check engine light came on-the code read P0420 catalytic efficiency

The warranty period has now expired and the issues persist. On 8/22/13 I took the vehicle to a Honda dealership and had it diagnosed. It will require a new engine due to extensive and obvious cylinder damage which is causing the oil burning issue. The technician there confirmed to me that this was an existing issue for some time and should have been obvious to any experienced mechanic. Furthermore, the technician explained that the catalytic converter had more that likely been damaged as a result of the engine condition. I then took this documentation to Buchanan Automotive and spoke with [redacted] who made copies of the paperwork and stated he would bring it to the attention of their organizations Parts and Service director who will return from vacation Tuesday, 8/27/13.Desired Settlement: We are asking that Buchanan Automotive cover the cost and labor of the new engine as it would have been covered under the warranty had they either acknowledged or diagnosed the issue properly.

Business

Response:

September 5, 2013

Dear **. [redacted],

I am writing you In response to complaint # [redacted]. The customer did purchase a Used 2003 Honda Pilot from our dealership. We did have the vehicle In for two Items of concern. The one concern was a rumble type of noise around 35 mph. This noise was not affecting the operation of the vehicle however we did repair the noise with replacing the torque converter assembly. The second concern was oil usage we did not find any leaks on the vehicle however we did find the PCV system was not operating properly. We replaced the PCV valve and made sure the system was working properly. The customer did come back in for a check engine lamp which was the Catalytic converter assembly. I offered the customer repair of this at internal rates customer declined. The customer then came to our dealership in the end of August stating they need a new engine. 1 have agreed to look at the vehicle and do an engine analysis. We are doing this analysis on September S 2013. if you have any questions please let me know.

Regards,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Out of the several times the vehicle was under their care during the warrantly period the oil usage was a topic each time. Unfortunately, the work order documentation does not properly reflect the action taken, On one occasion they supposedly performed an oil consumption test which they were to follow up on per the notes in the receipts. Another time they claimed to have performed a compression test on the engine, checked the seals and flushed the engine itself. Twice, they gave the PVC valve and or drain plug as the explanation for the oil issue. We also expressed concern regarding the vehicle smoking with no resolution. Through all of this, the vehicle has continued to use oil excessively which eventually prompted us to enlist the expertise of the local Honda dealership. When we spoke to the mechanic there who inspected the problem he assured us that not only had the poor condition of the vehicles engine been in exsistence for some time but that it also would have been obvious to any experienced mechanic. He cited the oil use as a direct connection to the under performing engine cylinders. Since providing this information to the service manager at Buchanan Automotive our vehicle has been reassessed by a mechanic there. They have explained to us that they disagree with the findings of the Honda dealership and offered to do clean the carbon out of the engine. Our response to that is, 1) why is a Chevrolet dealership questioning and/or disagreeing with the expertise of a certified Honda dealership/mechanic 2) they already claimed previously to have "flushed the engine out" in a verbal conversation and 3) how does that address the oil consumption issue? We feel that Buchanan Automotive has chosen to ignore the issue and offer insufficient solutions in an attempt to avoid the costly repair. Because the issue persisted during the warranty period and throughout the warranty they had our vehicle in their possession for various issues for at least one month total we feel they are responsible for the proper repair.

Regards,

[redacted] & [redacted]

Business

Response:

Friday October 4, 2013

Dear [redacted],

I am responding to complaint [redacted].1 have received the paper work from the customer. I have spoken with the customer We have offered to the customer to check their vehicle one more time for them. We need to do this because the customer has had the vehicle checked by two different Honda dealers and they have come up with different diagnosis. Diagnoses are different than ours, we did perform a leak down test on the vehicle for the customer and we made a no charge repair. We are trying to set up a convenient time for the customer to come in the week of October 7 -11.

Thank you,

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Description: Auto Dealers - New Cars, Auto Dealers - Used Cars

Address: 1035 East Main Street, Waynesboro, Pennsylvania, United States, 17268

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