Carbone Auto Group

Good MorningThis is a response to complaint ID # [redacted] The General Manager of our Dodge Chrysler Jeep dealership has been in contact with the customer, as well as our VP of SalesAs of an update to me on December 15th, we have reimbursed customer the first payments for the vehicle, as requested, and repairs have been attemptedCurrently, our VP of Sales is working directly with customer to try to get him traded out of the vehicle I am currently awaiting further updates regarding their interaction Please email me if further information or documentation is required Thank you, and my compliments to you on the season All the best, Justina [redacted] Customer Service SpecialistCarbone Auto Group

Yes they did replace the oli pan...however, the underlying cause of recognizing problem was the inadequate completion they did on the undercoating...which I paid $+/- forThere were many areas under Jeep that were missedPlus on top of that they reported, on receipt for oli pan replacement, that "the customer requested a point inspection of vehichle".!? I NEVER REQUESTED ANY THING BESIDES Alan [redacted] advisal that my oil pan would be replacedIf the really did get a point inspection of my vehichle, why then, did decide they not advise me that I had RED "DEX" anitfreeze in my cooling system? Everyone knows that Red "Dex" antifreeze can and does corrode the head gasket seal! In fact GM had to go bankrupt back in due to financial claims substantiating the runation of many engines based upon the corrosive nature of the red " Dex" antifreeze Carbone Auto group surely knows of the deliterious nature of the RED "DEX" anti freeze in my Jeep Liberty! They should have replaced coolant with acceptable green Prestone or equivalent, or at least advised me of bad coolant they allowed to exist on my Jeep I had just purchased from themI, today, spent $to have my Jeeps system flushed of the red "DEX" engine coolant and replaced by green Prestone antifreeze!Carbone Auto Group made good profit on my purchase of the Jeep LibertyThe after sales service I requested and received was horrible, and stressfull to endureI will continue to reccomend no one I know do business with them! I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] The business HAS NOT called my phone times since April 1st 2015!!!!! I have my cell for details to show that fact! Its ironic that as of today (4/16/15) I open up my email and find this messages response to my complaint and A gentleman named [redacted] at ###-###-#### leaves me a message on my cell phone today at 1:29pmPrior to this phone call, I received a phone call and message from [redacted] the used car manager just yesterday (4/15/15) at 1:pmOther than these calls in ther past hours I have not heard back from anyone in the Troy business nor the Utica offices and I have call and left further messages for the Service mgr to call me back! Just to point out, yesterday I was at the hospital all day and could not return ***'s callI was planning on calling him today at this time (which is the time I am out of my teaching job and classroom and able to use a phone) however I have not yet called him back due to the fact that I just saw this bogus message and got a call today from Al and am documenting it through here now before I return his call from earlier todayI have gone in person so many times before I filed this complaint and the "used car manager" [redacted] was the person I was told handling and who I spoke with so many timesHowever, never once would anyone direct me to or let me talk to a so called GM at that business in troy upon my request and told me there was no GM in that location only a new car manager and a used car manager and a service manager! Also, in February when the problems were not rectified after weeks of having my car in the service department, I called [redacted] the used car manager and he suddenly told me its NOT his department I have to talk to service and transferred me to the rudest most condescending person I had dealt with yet named ***! [redacted] told me he would take care of things with [redacted] and the salesperson then call me back...NONE of this ever happened resulting in me having to drive in person to talk to ***Upon arriving there, I asked for [redacted] but he chose to avoid talking to me and sent the salesman out to talk to meSO I am documenting it once again, the employees at the TROY location are just saying things and not following through then passing me around to different people who don't know everything and the issues are being dragged out rather than addressed resulting in me being burdened by their lies financially!!!! I have been so patient and understanding and calm however I am beyond fuming now with their lies and trying to put it on me not responding to themI am contacting Mr [redacted] at the above number right now at 3:pm on 4/16/and not returning ***'s call until In speak with Mr Carbone Regards, [redacted] ***

Parts were installed to [redacted] and customer picked up vehicle yesterday (7/22/14)Issue has been resolved and customer is happy

I contacted the store management team to research this customer concern and the concern was verified This customer asked for her refund on 6/3/and the request along with information for the credit to be processed was communicated to our business office Unfortunately due to being short staffed and a large volume of transactions from end of month sales activities, the customer's refund was not processed until today on 6/12/2014.We do sincerely apologize for this delay and inconvenience that was caused to this customer

Good afternoon, [redacted] roman', 'new york', times, serif;">I have an update on case # [redacted] The Finance Manager of our Subaru Troy dealership had a chance to talk with [redacted] about the differences between a certified pre-owned Subaru and a service contractShe now understands their different meanings and functionsHe and the General Manager also mentioned that we offered her free oil changes for future service, and agreed to get her an after-market satellite radio for her vehicle Please email me if you need any further information or clarificationThank you, [redacted] and have a lovely afternoon [redacted] Administrative AssistantCarbone Auto Group###-###-####

Good Afternoon, This is a response to customer complaint ID # [redacted] After speaking to our Fixed Operations team regarding this case, and after a very thorough review by that team, this detailed report was sent to me from our Vice President of Fixed Operations in the Eastern Region.On 08/11/Ms [redacted] came in at 81,miles with a concern of when driving hears a noise coming from vehicleUpon diagnosis performed, we found both drive axles needed to be replaced due to excessive wear from both CV boots being torn for a long period of time allowing grease to leak out completelyIt was explained to the customer that the vehicle transmission had substantial metallic debris internal in fluid, and had internal failure that would require replacementMs [redacted] was given an estimate to replace the transmission with a brand new factory Subaru transmissionMs [redacted] did not choose to invest that amount of money into her vehicleMs [redacted] asked about other options for the transmission which we did provide her withThe second option is to install a used transmission that would be approximately 30% of the cost of the new transmissionMs [redacted] chose to not purchase the new transmission with the complete yr 36k mile warranty, but to purchase the used transmission without the option of additional time and mileage warranty that was offered The used transmission was installed, the axles were installed and road testedThe vehicle operated as designed at that time.On 08/26/Ms [redacted] had contacted the dealership stating she had an issue with the vehicle "slipping out of 3rd gear when shifting." Ms [redacted] was provided alternate transportation; the vehicle was brought in for diagnosis and repair It was determined that the recently installed transmission had an internal failure within the gear setThe vehicle needed to have the transmission replaced under the warranty provided by the vendor that we had purchased the transmission fromMs [redacted] did not purchase the additional warranty for parts and labor warranty that was offered at the time of purchase, but Carbone Subaru, at no charge replaced the used transmission that was defective for customer satisfactionMs [redacted] did not have any coverage from any warranties at any point in the service process, and was not charged for but was provided alternate transportation at the cost of Carbone as to not have her be without transportationThe used transmission was installed that was provided by the vendor that initially sold us the original transmissionThe vehicle was test driven and found to be working as designed at that time.On 10/12/Ms [redacted] had contacted Carbone with a concern that vehicle had a smell, and would not move at this timeThe vehicle was towed in and diagnosedIt was determined that the vehicle had a 2nd subsequent failure of the transmissionMs [redacted] had been notified by Carbone that the issue was indeed a failed used transmissionMs [redacted] was given a Subaru (alternate loaner vehicle) to drive while the vehicle was being drivenMs [redacted] refused to have any work performed to her vehicle at that time requesting to speak to the VP of vehicle service operations to discuss further the issuesOur VP of Fixed Operations contacted Ms [redacted] and had lengthy conversation regarding the issues that had transpired with the vehicle and the used transmissionsMs [redacted] was offered to remove the used transmission, and be credited for money spent, and purchase a new transmission from Subaru for which she declinedMs [redacted] insisted that Carbone purchase the transmission or [redacted] purchase the transmission [redacted] was contacted and Ms [redacted] asked for goodwill assistanceThe conversations between [redacted] ***, Carbone Subaru and Ms [redacted] carried on for several weeks with Ms [redacted] not allowing any repairs be made on her vehicle regardless of any reasonFinally [redacted] made their final offer of $assistance towards the purchase of a new unitThe difference in cost of the used transmission $and the new transmission $was approx$Ms [redacted] stated that she would not participate any money at all toward the purchase of the new unitOur VP of Fixed Operations discussed in depth with Ms [redacted] the options available to her at this pointThe whole timeframe in which this transpired Ms [redacted] was given an alternate transportation to drive at Carbone Subaru's expenseThe final agreement between our VP of Fixed Operations, our Senior VP of Fixed Operations, and Ms [redacted] was that another transmission would be provided by the original vendor and sent out to a 3rd party transmission facility for inspection for operability prior to installing in vehicleOur VP of Fixed Operations did exactly that per agreement and had used transmission sent out for inspection and after it was determined to be inspected as operating as designed without any visible issues it was installed into Ms [redacted] ’s vehiclePer the agreement, our VP of Fixed Operations drove the vehicle in all conditions then bringing vehicle in for inspection to verify that all had inspected at this timeMs [redacted] had asked for a reimbursement for a towing bill incurred for the tow in to our shopMs [redacted] had picked up her vehicle and the towing reimbursement was agreed to be reimbursedMs [redacted] had no out of pocket expense for the repairs at this time or any time prior, even though the warranty on the used transmission was a "part only warranty".Ms [redacted] was provided alternate transportation during all of the vehicle repairs even though she did not have any coverage for rental carMs [redacted] did call our VP of Fixed Operations to discuss if there would be any way that she could get any money back for her inconvenienceHis response is that Carbone had gone above and beyond to provide Ms [redacted] with customer service, alternative transportation, labor charges to install the transmissions and reimbursements for any towing incurred by her during this processHe asked Ms [redacted] if she was experiencing any issues with the vehicle currently, and was told by Ms [redacted] that the vehicle had been traded in at another locationHe wished her well and stated that there would not be any refunds or money reimbursements due to the choice that was made by Ms [redacted] to purchase a used transmission as opposed to the new unit.The new unit would have complete coverage rental, parts and labor and not have any mileage on it allowing it Ms [redacted] and our VP of Fixed Operations ended with understanding that this was resolved.For the inconvenience on the used transmission and as goodwill, our Senior VP of Fixed Operations has agreed to help the customer with $refund for the travel time to the dealership, per Ms [redacted] requestsJustina [redacted] Executive AssistantCustomer Service Specialist [redacted] ***

Good afternoon [redacted] , This is our final update on the case # [redacted] Our Senior Sales team had a meeting today to finalize the details and come to a resolution on this caseThey first reviewed all service orders that were attached to the vehicle (please see included attachments)They determined that all concerns that needed to be repaired were performed, and that the diagnostic check also showed that no further codes were foundThey also noted that the VIN was run through during the service appointment, and again today (6/29/15) to ensure that no manufacturer recalls were due for this particular vehicleUnderstanding that the customer was also concerned because of a non-responsive airbag issue that occurred on 1/15/2015, they then checked to see if the vehicle was brought in to our body shop to address the concernNo record of the vehicle is shown in repair post accident To assist the customer in getting into a vehicle that she prefers, my VP of Sales had her speak with the General Manager of our Chrysler dealershipBased on the remaining amount that the customer owes on the Dodge Dart, and the customer's financial institution, it was determined that either a co-signer or cash down would be needed to get her into the vehicle of her choiceThis was not agreeable to the customer, and it was determined that we were not able to help her further at this time [redacted] , please let mew know if you need any further assistance in this matterThank you for your patienceJustina C [redacted] Administrative AssistantCarbone Auto Group###-###-####

Good afternoon [redacted] roman', 'new york', times, serif;">I apologize if I missed one of the emails you sent to us regarding customer [redacted] Most recent update on this case: After speaking with General Manager at the Carbone Dodge dealership, he told me that, at this time, *** [redacted] is currently looking for a co-signer to get her into another vehicleNo further development has been made at this time [redacted] Please let me know if you need any further informationThank you, and have a wonderful day Justina C [redacted] Administrative AssistantCarbone Auto Group###-###-####

RESPONSE TO COMPLAINT: Refund sent to customer on her credit cardSee attached reciept

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] I would like to be contacted by [redacted] corporate offices Regards, [redacted] ***

Good Afternoon Jessica roman', 'new york', times, serif;"> I am writing to you with an update on Revdex.com complaint ref number A refund of the warranty was issued as a check and overnighted to the customer(Please see attached paperwork.) Please let me know if you need further informationThank you!

My 1st time buying from a dealer was about what I expectedEverything went fine...until the ink dried on the contractThey lied about the obvious paint job/bodywork done on the car we bought and also didn't return my calls or emails regarding a faulty, pre-sale car repair they performedClearly they were as friendly and accommodating as they needed to be to close the sale, but no moreNot a great business model, in my opinion, if you want repeat business or care much about reputation

On 5/13/we received a complaint from the Revdex.com about customer *** ***The customer just purchased a vehicle about a week ago, the brakes have been fluttering and screeching and he's taken it back several times to have them replacedHe has seen no difference in the brakingNow he
has to brake earlier and has to be super extra careful when he's drivingAround 5/16/the customer was contacted and asked to stop in on when he could for a road testThe customer came in on 5/16/for the road test, and the vehicle did indeed have squeals in the brakesAfter further checking vehicle had safe brakes but brake pads were aftermarket and squeaking more than normal, new front rotors and pads were ordered and the customer returned the following day to install new brake parts on front of carCar was then road tested several times and returned to customer on Tuesday 5/17/(*** ***)Followed up with customer on 5/18/and customer was very satisfied with the serviceCustomer has cell phone number of manager if he has any further issuesThank you, Sean ** *** VP of Fixed Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear ***
I am sorry for that. I would like to file a complaint as I see from other reviews that I am not the only person who was treated the way that I was. I want it to be final and count against them. Revdex.com is here for a reason and if they
continue to treat customers with a lack of respect then they do not deserve an A rating and it will catch up with them
Thank you so much for your help, it is appreciated,
***

Response to customer complaint:
Executive VP of Fixed Operations contacted the customer on 4/30/
They discussed the customer's concerns and it was evident there was poor communication on our end
(Carbone Hyundai)
Our manager reviewed the NYSI process and I explained to the customer about the monitors
not been ready, I asked him to bring the vehicle back, but he no longer
owns the vehicle I offered him a free oil change on his new used vehicle that he purchased (private deal) and he seemed to be very happy with the folland offer
thank you-*** ***

September 3, *** ***
*** *** ***
*** *** ** ***
Dear *** ***,
Thank you for notifying us of your complaintWe strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it's
important for us to know.We're sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused youTo ensure that our staff conducts itself in amanner that reflects the high regard that we have for our customers, we've notified the proper department of your complaintWe deeply value your relationship with Carbone Auto Group and are committed to providing you with the highest level of service simply because our customers deserve the very bestIf you have any further questions or comments regarding this matter, please feel free to discuss it with me, Shane H*** at ###-###-####Thank you again for bringing these matters to our attentionSincerely,Shane H***Fixed OperationsCarbone Auto Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I absolutely told them my car was a HybridI have had my car serviced there a handful of timesThey knew what it was when they ordered the partsThis can be done and I expect a resolution.
Regards,*** ***