Car Connection Inc Superstore

I am in receipt of your letter in regards to our customer Ms. [redacted].  As we both are aware there are two sides of every transaction and I truly can understand the frustrationthat IvIs. [redacted] has experienced, I can assure you that we here at the Car Connection haveNEVER nor will we...

ever sacrifice quality for a short profit in ANY transaction. We have been in business in the Commonwealth Of Pa for over 25 years and recently have been awarded the Quality Dealer of the Year award for the Commonwealth, an award we truly stand next to when itcomes to customer satisfaction,Ms. [redacted] purchased her vehicle on October 28th, 2014 from us here at the Car Connection.During her visit and subsequent purchase she was given the opportunity to purchase an extendedwan-anty to help protect her investment as the factory warranty had expired not only due to theage of the vehicle but also due to the miles on the odometer being 69,000. Ms. [redacted] passedon this option in an effort to keep her payment at a comfortable margin. In the absence of anextended warranty, Ms. [redacted] was provided a 30 day /1000 mile warranty which providescoverage to the power train of the vehicle with parts and labor being split between the sellingdealer and the customer. (Please review the copy of this document with Ms. [redacted]’s signatureaffixed)The items Ms. [redacted] has identified as a concern with the vehicle were addressed by ourdealership when they were brought to our attention. Let me please be clear that NONE of theseitems were in question while in our possession. These items were repaired by a third partychosen by Ms. [redacted] in New Jersey as a convenience to her and her location. The quality ofthe work provided by these third parties we can not attest to, however we did pay there billswhich were substantially higher in value then had we had the ability to have it serviced here inour store. As Ms. [redacted] has pointed out, these items were paid for by our store includingproviding her with a rental car despite the fact that we were liable for NONE of the repairs nor arental vehicle as it did not fall within the agreed upon Power train warranty we provide uponpurchase of a vehicle. In addition we did not request her to pay the 50% portion that she wouldhad been liable for, As Ms. [redacted] stated she seemed to keep running into continuousproblems with her vehicle, so the filtration level is clearly understandable.Were we seem to fall on two different paths is that she is stating that we knowingly sold avehicle with a list of issues to her. This statement is completely false. Our vehicles are allinspected in accordance with Pa Law and in addition we also complete an internal inspection upand above what the Commonwealth of Pa requires. The problem that separates us is theunknown. There is no item a dealership has in there possession that will predict what will fail ona vehicle or when. We do not discount Ms. [redacted]'s claims and that is the reason we paid the repairs as we did despite it not being covered in accordance with her contract.In conclusion despite Ms. [redacted]’s complaint which I can sympathize with and her publicattack of our dealership on social media which she is absolutely entitled to, we do feel she is avery good person, we just fell completely short of her expectations due to failure of amanufactured product that we were unable to detect prior to delivery.In addition the ability for Ms. [redacted] to demand the payment she is requesting despite uspaying the repairs we have for her in the absence of a warranty as well as the fact that at the timeshe traded her vehicle in to another dealership the Jeep had approximately 87,000 miles on it, adifference of 18000 miles in less than a year is not rationale. NADA identifies 12,000 miles asthe national average miles for a consumer to place on a vehicle during a normal year. Ms.[redacted] exceed this average despite the issues she identified so she was not withouttransportation, she was just unable to have the confidence in her purchase, again, something Itruly understand.This does not justify the request she has put across. We did offer to trade her out of her vehicleas she mentioned, however the vehicle she desired did not meet the guidelines identified by thelenders previously that they were willing to loan. Ms. [redacted] did provide her desires in a newvehicle which we were actively looking for but were unable to procure in an acceptable timeframe.As Ms. [redacted] has also filed a complaint with the Office of the Attorney General, I am alsoenclosing my response to the AG’s office along with  letter dated October 16, 2015 from theAgent within the AG’s office stating that based on the information received from both parties thatthe AG’s office has concluded its review iii this matter.If we can be of any further assistance please contact me at the number below.With much respect,General Manager / ControllerCar Connection Superstore Inc.###-###-#### —

Review: On October 21st, 2014, I was involved in a motor vehicle accident. A driver of a minivan made a left hand turn into my vehicle travelling north bound. At the time, I was driving my 2007 Jeep Commander which fortunately was a heavy vehicle that protected me as I was traveling at a speed of 50mph. The driver of the minivan was responsible for the collision. Although I sustained no major injuries, my vehicle was deemed a complete loss after only having it for 6 months.After my accident, I made the decision to purchase another Jeep Commander because I was impressed with how safe I felt driving it and the fact that I sustained only minor injuries as a result of my accident. The Jeep Commander is no longer in production by Jeep which makes purchasing used ones the only viable option. As a result, finding suitable used vehicles is a difficult search. I located a dealership in New Castle, PA that had three Jeep Commanders for sale. My parents agreed to look at the vehicles on my behalf. They travelled to Car Connection Superstore on October 28th, 2014. My parents agreed that the 2008 Jeep Commander Limited was a good match for me. The paperwork was signed to purchase the vehicle that very day. My mom agreed to co-sign for me as I was not able to be present. To complete the purchase of the vehicle, the paperwork was express mailed to me to sign. I signed the paperwork and returned the paperwork to Car Connection Superstore. Arrangements were made for the vehicle to be driven to Clearfield, PA to my parents in order for them to deliver the vehicle to me at the halfway point which was Williamsport, PA. Car Connection Superstore had their drivers deliver the vehicle to my parents on November 1st, 2014. When the drivers of the Jeep met my parents, they immediately turned off the vehicle and left. My dad started the Jeep to find that the check engine soon light was on. My mother called Car Connection Superstore regarding this light being on. They said that I could have the vehicle serviced in New Jersey at a Jeep dealership. My parents dropped the vehicle off to me that same day.On November 3rd, 2014, I drove it to my car mechanic, Freeman Motors, to have the vehicle scanned for the service engine soon light code. I contacted Car Connection Superstore concerning the find. I was then required to make an appointment with the closest Jeep dealership which was in Flemington, NJ which is about 20 minutes from my apartment and 30 minutes from where I work. Prior to dropping off the vehicle for service at the Jeep dealership, I discovered that I had water leaking into the vehicle. I informed Car Connection Superstore about this additional issue. I dropped the vehicle off at the Jeep dealership on November 19th, 2014. I had to pay for a rental car during the time the vehicle was at the dealership. Car Connection Superstore did reimburse me for the rental car. The Jeep dealership was unable to attempt to address the water leak due to below freezing temperatures. After the repair was made, I was finally able to take the vehicle for inspection.On December 10th, 2014, an oil leak was discovered. A special dye was put in the oil in order to trace the leak. I was required to drive the vehicle for a period of time. With the holidays and waiting for Car Connection Superstore to agree to pay for the repairs, the vehicle finally went in for service February 10th, 2015. The vehicle needed a solenoid valve assembly and displacement assembly. Again, Car Connection Superstore paid for these repairs. However, at this time I was lacking any faith that this vehicle would last for the length of my loan. And I began to question Car Connections true intentions regarding the sale of this vehicle.On March 14th, 2015, the vehicles speakers stopped working. On March 15th, 2015, the vehicles service engine soon light came back on. Again, I took the vehicle to my mechanic to have the vehicle scanned. The vehicle needs a left rear valve system. The vehicle continues to leak water despite having the sunroofs cleaned. Also, I contacted Car Connection regarding the vehicle having numerous mechanical and other issues in the short amount of time I had the vehicle. Car Connection Superstore suggested that I consider purchasing another vehicle from them.I made a trip to Car Connection Superstore on April 4th, 2015. I test drove many vehicles. I setttled on a Dodge Ram truck. When it came time to do the paperwork and finances, the dealership was asking me to put more money down for the truck and to take the Jeep at a loss. I would not agree. The owner of Car Connection Superstore suggested that I purchase a midsize car which I told him numerous times that I wanted a SUV or a truck. He continued to press me and I continued to say, no. They suggested that I give them a list of requirements for a vehicle and they would search for one.On May 3rd, 2015, the air conditioning was not functioning. I informed Car Connection about this additional issue.At the time of this letter, the service engine soon light is on, the rear valve system light is on, the service four wheel drive system light is on, the air conditioning isnt functioning the speakers continue to not function, and the vehicle still leaks water.Needless to say, I never heard from any of Car Connections employees about a single vehicle meeting any of my requirements. I have been passed around from one person to another. Every person has an excuse as to why they cant find a vehicle or remedy this situation. I have never dealt with such a terrible business. I am frustrated. Car Connection Superstore sold me a vehicle with numerous issues that they failed to identify prior to selling it. It has been months since my visit to Car Connection Superstore yet I have no replacement vehicle.In addition, Car Connection ask that I put more money down on the potential new vehicle. Needless to say, I walked out of the dealership frustrated and disappointed. Michael at Car Connection vowed to find me a vehicleDesired Settlement: I would like the $6,000 negative equity that I ended up with by purchasing a vehicle at a reliable dealership. In addition, I would like the amount of money that was used as a down payment plus the amount of money spent on vehicle payments.

Business

Response:

I am in receipt of your letter in regards to our customer Ms. [redacted]. As we both are aware there are two sides of every transaction and I truly can understand the frustrationthat IvIs. [redacted] has experienced, I can assure you that we here at the Car Connection haveNEVER nor will we ever sacrifice quality for a short profit in ANY transaction. We have been in business in the Commonwealth Of Pa for over 25 years and recently have been awarded the Quality Dealer of the Year award for the Commonwealth, an award we truly stand next to when itcomes to customer satisfaction,Ms. [redacted] purchased her vehicle on October 28th, 2014 from us here at the Car Connection.During her visit and subsequent purchase she was given the opportunity to purchase an extendedwan-anty to help protect her investment as the factory warranty had expired not only due to theage of the vehicle but also due to the miles on the odometer being 69,000. Ms. [redacted] passedon this option in an effort to keep her payment at a comfortable margin. In the absence of anextended warranty, Ms. [redacted] was provided a 30 day /1000 mile warranty which providescoverage to the power train of the vehicle with parts and labor being split between the sellingdealer and the customer. (Please review the copy of this document with Ms. [redacted]’s signatureaffixed)The items Ms. [redacted] has identified as a concern with the vehicle were addressed by ourdealership when they were brought to our attention. Let me please be clear that NONE of theseitems were in question while in our possession. These items were repaired by a third partychosen by Ms. [redacted] in New Jersey as a convenience to her and her location. The quality ofthe work provided by these third parties we can not attest to, however we did pay there billswhich were substantially higher in value then had we had the ability to have it serviced here inour store. As Ms. [redacted] has pointed out, these items were paid for by our store includingproviding her with a rental car despite the fact that we were liable for NONE of the repairs nor arental vehicle as it did not fall within the agreed upon Power train warranty we provide uponpurchase of a vehicle. In addition we did not request her to pay the 50% portion that she wouldhad been liable for, As Ms. [redacted] stated she seemed to keep running into continuousproblems with her vehicle, so the filtration level is clearly understandable.Were we seem to fall on two different paths is that she is stating that we knowingly sold avehicle with a list of issues to her. This statement is completely false. Our vehicles are allinspected in accordance with Pa Law and in addition we also complete an internal inspection upand above what the Commonwealth of Pa requires. The problem that separates us is theunknown. There is no item a dealership has in there possession that will predict what will fail ona vehicle or when. We do not discount Ms. [redacted]'s claims and that is the reason we paid the repairs as we did despite it not being covered in accordance with her contract.In conclusion despite Ms. [redacted]’s complaint which I can sympathize with and her publicattack of our dealership on social media which she is absolutely entitled to, we do feel she is avery good person, we just fell completely short of her expectations due to failure of amanufactured product that we were unable to detect prior to delivery.In addition the ability for Ms. [redacted] to demand the payment she is requesting despite uspaying the repairs we have for her in the absence of a warranty as well as the fact that at the timeshe traded her vehicle in to another dealership the Jeep had approximately 87,000 miles on it, adifference of 18000 miles in less than a year is not rationale. NADA identifies 12,000 miles asthe national average miles for a consumer to place on a vehicle during a normal year. Ms.[redacted] exceed this average despite the issues she identified so she was not withouttransportation, she was just unable to have the confidence in her purchase, again, something Itruly understand.This does not justify the request she has put across. We did offer to trade her out of her vehicleas she mentioned, however the vehicle she desired did not meet the guidelines identified by thelenders previously that they were willing to loan. Ms. [redacted] did provide her desires in a newvehicle which we were actively looking for but were unable to procure in an acceptable timeframe.As Ms. [redacted] has also filed a complaint with the Office of the Attorney General, I am alsoenclosing my response to the AG’s office along with letter dated October 16, 2015 from theAgent within the AG’s office stating that based on the information received from both parties thatthe AG’s office has concluded its review iii this matter.If we can be of any further assistance please contact me at the number below.With much respect,General Manager / ControllerCar Connection Superstore Inc.###-###-#### —

Consumer

Response:

Car Connection failed on numerous occasions to reach an amicable solution. If you want the emails from Michael at Car Connection, I am happy to provide all of the emails to you.

Review: bought car on 4/11/14 started having problems on 4/14/14 car stalled at Walmart had to get jump they have had my car in the shop a total of 9 times the last time being repaired was 6/2/14 threw 6/30/14 the day of 6/2/14 where they asked me to give them one more chance to fix the car its worse than when I brought it into them I was told after this chance they would do anything to make me happy I have a warranty on my car its a 2008 Saturn aura here are a issues I do have videos of the car doing all thee above 1)busted wheel bearings front driver side 2)car shakes out of control when driving (steering wheel) 3)multi warning signs. car door ajar, service air bag, service esc, trunk ajar, fuel range low , gas tank open, check tire pressure. 4)power roof window sticks driver door window sticks 5)doors get stuck and u cannot open the door at all it is so scary at times 6)you can hear popping when u open the passenger visor and the lights turn on 7)front head light dim 8)fuse 50 they replaced 1x every week for a month 9)onstar had to help me 2x help start car 10)today 8/6/14 my 12 year old daughter hit the seat warmer on accident smoke started coming up it was horrible 11) back end of the car makes a horrible loud noise a roaring noise it sound like a school bus Mr [redacted] also seen the videos and drove the car on 7/25/14 after the experience of driving it he stated to me I thought u were exaggerating wow I understand where your frustration is coming from but he was not refunding me he offered me a car Hyundai elantra 2013 that has 35,000 miles in one year and he wanted 16,000 dollars for it I researched the car with other dealers some want 11,000 it had only 4,995miles on it he is still trying to swindle me I do not want to do no more business with him he is not honest at all and he has failed me and my familyDesired Settlement: the car was 15,000 with warranties taxes and all included I put 3,000 down and have been paying for the car that he has more than me I would like the 3 months of payment refunded that's $605.00 + the 3,000 he is not loosing nothing the car was worth 10,000. The loan balance is 10,500 after warranties and all is dropped it will be 7,400 he is a really bad business owner total asking for is $3,605. thank you im so hurt over this I have a sickly child who has a disease

Business

Response:

I am responding to your August 7, 2014 correspondence in regards to our customer Ms. [redacted]. It is clearly evident that there are always two sides to every story.

Ms. [redacted] is correct that she purchased her vehicle from us on April 11, 2014. She did notify us of a problem as she indicated however her indication that she had the vehicle in the shop 9 times is not accurate. After she identified the problem, we brought the vehicle in immediately to hook it to the diagnostic equipment to read the codes to identify and correct the problem. When we did this, we were unable to detect any codes. The only way to correctly pull the codes from the computer is when the actual event occurs. To be able accomplish this we provided Ms. [redacted] with a vehicle to utilize while we had her vehicle. We had the vehicle in our possession and had our service manager operate the vehicle in an attempt to get the vehicle to duplicate what Ms. [redacted] identified as a problem.

After a week and a half of operating the vehicle it did finally produce a code which we corrected. We gave Ms. [redacted] back her vehicle after we drove it for another couple day's to ensure it was operating as it should. Approximately a week later, she again came in saying there were multiple issues. In an attempt to correct any dis satisfaction with Ms. [redacted] we informed her that we would simply trade her out of her vehicle into something that would better fit her needs as well as still have a factory warranty in effect for additional piece of mind. As she indicated we offered her a 2013 Hyundai Elantra with 35,000 miles on it. We secured the financing for her, gave her back her entire selling price of the Saturn that she had paid and presented it to her for review. She came in decided that she didn't want that vehicle and instead she and her significant other looked around and decided on a 2010 Chevy Tahoe which priced in the high 20's for selling price. We explained to her that we would not be able to secure the financing for her on that unit for that much money at this time, but could be something she could work her way into with continued work with her credit thru the coming years. We did indicate to her that we could perhaps select another vehicle that would fit her needs and budget and help her out. She decided to wait. As far as other dealers having the same unit for only 11,000.00 dollars, I am sorry, but that is far below Market value for the vehicle we presented to her, simply put, we as a dealer couldn't even purchase that vehicle for that amount of money in today economy.

In conclusion, we truly don't wish to have Ms. [redacted] dissatisfied with her purchase, however we have offered to trade her out of her vehicle due to her dissatisfaction, In fact, we have offered to put her in a loaner vehicle until we get the vehicle she desires so she is safe. She has called our store on multiple occasions in attempts to get us to admit that we sold a bad vehicle to her..most likely due to her recording call's as she has indicated. There was NO attempt to defraud Ms. [redacted]. Vehicles are mechanical and they ALL fail, all's we can simply do is provide the best service we can to correct any problems, but the ability to detect this issues before they happen just isn't feasible as they have not provided us with a crystal ball with our dealers license.

Although we feel Ms. [redacted] is an outstanding person and someone we truly respect, she has indicated that she wishes to have $3605.00 refunded to her to settle this claim. If we were to give her what she requested it simply would mean we are wanting to simply push Ms. [redacted]s claims off to the side and ignore her..this is something that our store has never done in the 24 years we have been in business. We want to correct her problem, put her in a vehicle that fits her needs, budget and is safe on every level. It is our opinion that settling for ANY amount of money does not correct the problem as she still has a vehicle with issues. We continue to stand at the ready to trade her out of her vehicle and put her in a vehicle that satisfy s her needs and fit's the parameters that the lending institutions are willing to provide to her.

Ms. [redacted] is welcome to call upon the owner of the store, Mr. [redacted] and we will assist her with trading her out of her vehicle.

Kindest Regards and Respect,

General Manager / Controller

Car Connection Superstore Inc.

Consumer

Response:

I have over 20 video recording of the numerous malfunction and near death experiences that has happened while driving this hazardous vehicle, including a statement from a worried officer his name, Officer [redacted] , where he witnessed me driving down the high way Thursday the 28th of August and seen all the lights cut off in the vehicle at night. He is willing to testify to the incident. as I read through the attached letter I seen a few fibs. such as the Hyundai Elantra 2013 that had 35,000 miles on it and he wanted 15,900 for it, where I went to Preston Motors who wanted 12,000 for the same make and year that had only 6,000 miles, and also a dealer in Pittsburgh who wanted only 11,000 for the same make and year that had only 4,000 miles on it and the where checked with car fax. This makes me feel like I am being defrauded. Also the car was serviced 9 times and it was for the same thing almost every time, the electrical system locking us in the car, or locking us out of the car, or there was the windows locking on us, or the power roof locking on us and so many more things. Another thing I seen that was absolutely a lie was that I was offer a to be put into a loner vehicle. I cant even begin to express to you the horror me and my children feel when we get into this car. we are actually take the public transit and getting rides from people just to stay out of this death trap. as I assume you know that electrical problems in cars can cause fires and with that said it is crucial that we , me and my children get out of this car I have a sickly child and she has multiple appointments throughout the year. I understand that cars have many problems but it is absolutely unacceptable for a car to have so many problems three days after purchasing the vehicle. I continue to stand at my $3,600 refund and all contracts void. Also I have paid additional month's sense I wrote to you so it's 3,802 dollars I will also be asking if and only if this ends up in court for way more money due to the inconvenience and losses this has caused my company and me. I will not settle for nothing less.

Business

Response:

As Ms. [redacted] is surely aware and as we have told her on several occasions, we are at the ready to assist her... when a dealer or retailer looks at someone and says sorry..it's your car and your problem, they then have a position to take. We have offered on several occasions to help her trade out of this vehicle, as far as her claims to what she feels vehicle values are , there are several different ways to determine these figures depending on who she speaks to or what web site she goes to. The vehicles we have offered her are at fair market value. We have never denied any of her claims, we have repaired this vehicle on one occasion and it is still having a problem. We want her happy and again, stand at the ready to help her. However, it seems every conversation we attempt to have with Ms. [redacted] turns into her shouting with no one else able to get a word in which obviously ends up solving nothing. When she is ready to work thru any issues she desires to rectify this situation, she can converse directly with the owner, [redacted] as he has told her that he will assist her. His number is ###-###-####.

Thank You.