Carbone 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.
I would like to make known two different thingsOne would be that I had to go through this whole process because of their inaction back in DecemberI had been under the impression that the gap insurance I took out on the combined loans (the unpaid balance on the *** *** that I traded for the *** *** and the new loan for the 2013) would take care of the loan in it's entiretyAny time I spoke to the sales person or the financial consultant they never corrected me on what the gap insurance would actually coverI ended up thinking I didn't owe on the loan and found out otherwise when I didn't make payments for two months and the bank is threatening to sue me and ruin my creditI have been assessed late fees for the first two months of missed paymentsI only found out about what the gap insurance covered this monthHad I been told any of this in June I would have kept my old car as I only had 1/years to pay on it, in fact I probably would have increased my payments to pay it down sooner, just like I'm doing with my *** loanAs of this date I don't owe a payment on my *** until May or JuneWhile I know they are not totally responsible for what has taken place I do feel that they should make it very clear to buyer's doing what I was doingI heard from more people than I could count not to go to *** but I live in the capital district of NY and they in the central district of NY so only my coworkers could advise me on this.
The second issue is WHY, why did it take them until I placed a complaint with Revdex.com until they would do their job?
Thank you for your assistance and letting me vent here
Regards, *** ***

Dear ***
serif">I am emailing you to provide you with the most recent activity on our behalf with Complaint ID ***: Customer *** *** ** ***On January 30th, 2014, I received an email from our Sales Manager at Carbone Chrysler Dodge Jeep in that he was able to reach the concerned customer and that the customer agreed to come in and meet with the Sales Manager to discuss what had happened. This meeting was to take place on Monday, February 3rd 2014. On 2/3/2014, the customer did not show for the meeting with the Sales Manager.On 2/06/2014, Sales Manager called customer at approximately 7:00pm in the evening...left message, no return call.On 2/07/2014, Sales Manager called customer approximately 3:30pm ...left message, no return call.On 2/08/14, Sales Manager called customer, left message, no return call.At this time, we do not have a resolution to this Complaint ID because we have not been able to meet to discuss the concerns with the concern.thank you
*** ***
Director of Human Resources
Carbone Auto Group
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Response to COMPLAINT ID# ***
Our Sales Manager (*** ***) spoke to the customer (*** ***) in length and after our conversation I believe we have a
resolutionWe all know the concerns that *** has expressed and it
boils down to lack of
follow through on our partI assured him that
moving forward, he can contact me directly for any dealings with Carbone
HondaHe seemed to be receptive to my suggestionsHe will be
coming in on Monday March 31st, so can take a look at his door and dingsI would rather resolve the
matter with keeping any and all repairs or work IN HOUSE with the group

Our Service Manager at the Nissan facility has tried several times to contact the customer from dates between 9/30/and 10/3/with no return call. On 10/6/our Executive VP of Fixed
Operations requested that a letter be sent to the customer stating that we would like to work with the customer to resolve his concerns and offered him a repair at no charge. We are currently waiting for a response from the customer as we want to rectify this customer concern and unsatisfactory experience to a positive outcome.thank you--***
*** ***
Director of Human Resources
Carbone Auto Group
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After reviewing the customer's concerns as stated in the complaint ID# ***, we truly want to make a formal apology to *** * *** *** We take full responsibility
for this unacceptable customer experience both with our Sales Consultant and Sales Manager. This unprofessional and unpleasant experience is not the experience that we strive for in our daily business. Our goal, is just the opposite. We strive to make our customers, our friends by treating them with courtesy and respect. Our goal is to have a customer experience that is always friendly, respectful, helpful and satisfying. We are nothing without positive and pleasant relationships. In addition to apologizing for this unfortunate experience, we would like to invite the *** family back to give us another opportunity to earn their trust and friendship. We would like to extend a free oil change & tire rotation to them so that we can begin again on a positive note. Our Vice President of Sales- *** *** would like to meet Mr& *** *** personally while introducing them to our staff and a tour of our facility while they visit.We want to sincerely thank *** *** for reporting her concerns, although this was disappointing information it is very valued feedback that will help to make our organization stronger.thank you again--The Carbone Family

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 belowMy vehicle is still not shifting properly, I was informed that this is normalHowever the rentals I used did not shift this way upwards of 4,000-5,RPMsI also explained how the paint on my bumper was chipped due to the towDrew asked me how they were liable for the paint on my bumper? I explained I shouldn't of needed a tow if the new transmission they put into my vehicle did not blow up on my way to work, or do they only guarentee a new transmission for miles? I was told my bumper would be repainted and for free before I even recieved the new tires "a $value" the forms say $I also sent Drew a message about the chips, scratches to my rims after getting the new tires and the paint missing from the front and back bumper where they meet the FenderOf course no response, I asked about the bumper again and once again no answerI am highly disappointed with Dons Subaru, I was told and reinsured that everything would be handledI also was told I needed an alignment which I paid $for and now my car is pulling to the leftI just wish they would of treated my car with respect as if it was there ownI feel like they didn't care and that's why I keep accruing damage to my vehicle.
Regards,*** ***

Good afternoon ***
I have an update on the issue ID #*** *** ***
Per the General Sales Manager of the Troy Subaru dealership: I finally recieved a call from *** last nightShe talked to me for an hour, and we are going to get her car back in here to see if we can fix the issues with her carI will update this issue as soon as I have more information
Please let me know if you need any other information at this time
Sincerely,
*** ***
Administrative AssistantCarbone Auto Group###-###-####

Good Afternoon ***
In
regards to case ID# *** *** ***
Since April 1st, attempts have been made by the General Manger and Used Car Manager at our Carbone Subaru of Troy dealership to contact the customer, and no response has been receievdPlease make a note in your records that we are trying make contact with *** *** and have been unable to reach her
Please let me know if there is any other information or documents you may need at this timeThank you
*** ***
Administrative AssistantCarbone Auto Group###-###-####

Good afternoon ***!
After speaking with my supervisor, she suggested I email you for advice at this pointWe feel we can go no further with this issue regarding *** *** (***)He would need contact *** *** *** independently at this point to discuss the situation at handThe contact information I was able to find is as follows:
*** *** ***
*** *** ***
*** ** ***
Phone: *** ***-(or ###-###-####)Monday through Friday:7:AM to 7:PM CST
Could you please advise us on how you believe we should proceed in this matter?
Thank you, ***
Sincerely,
*** ***Administrative AssistantCarbone Auto Group###-###-####

This is in response to compliant ID #[redacted]:After
speaking with the General Manager of our Honda location in Yorkville,
he was able to contact the customer regarding her concerns.He then arranged to travel to customer's home to pick up vehicle to complete the...

requested repairs/ work.According
to him, We received the Honda CRV last week. We replaced the key fob to
a new key, put a new cargo net in, and we painted the vehicle for her.
Also the screen was cracked so we replaced that, and a plastic piece
that was scuffed we also replaced. We took care of all the concerns and
brought the vehicle back to Syracuse.[redacted], please let me know if you have any questions, or if further assistance is needed.Thank you.All the best,
 Justina [redacted]
Customer Concern SpecialistCarbone Auto Group

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

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 4 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 1:29pm. Prior to this phone call, I received a phone call and message from [redacted] the used car manager just yesterday (4/15/15) at 1:48 pm. Other than these 2 calls in ther past 24 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 [redacted]'s call. I 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 today. I 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 times. However, 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 6 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 [redacted]. Upon arriving there, I asked for [redacted] but he  chose to avoid talking to me and sent the salesman out to talk to me. SO 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 them.
I am contacting Mr [redacted] at the above number right now at 3:07 pm on 4/16/15 and not returning [redacted]'s call  until In speak with Mr Carbone. 
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.] I would like to be contacted by [redacted] corporate offices. 
Regards,[redacted]

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 vehicle.
No further development has been made at this time.
 
[redacted] Please let me know if you need any further information.
Thank you, and have a wonderful day.
 
Justina C[redacted]
Administrative AssistantCarbone Auto Group###-###-####

Good Morning.
This 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 Sales. As of an update to me on December 15th, we have reimbursed customer the first 2...

payments for the vehicle, as requested, and repairs have been attempted. Currently, 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

RESPONSE TO COMPLAINT:
Refund sent to customer on her credit card. See attached reciept.

Good Afternoon [redacted]
 
new roman', 'new york', times, serif;">I am writing to you with an update on Revdex.com complaint ref number [redacted] ([redacted]).
 
After speaking to our VP of Fixed Operations, I learned that, per the Nissan Service Manager:
 
"The parts department was looking this up for the customer originally. They said he didn't specify hybrid or not when ordering, just that kits were available for [redacted].The first kit came in wrong, the second kit fit the bumper slots, but when we went to install, we found the car is not wired/designed to take Nissan fog light kits. After researching further, our technician called the hotline and checked in computer and found hybrids not showing any accessory kits available. They are not wired/designed to be able to install fog lights.There is no way to do it."
 
 
Please let me know if you need further information.
Thank you!

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 $800 +/- for. There were many areas under Jeep that were missed. Plus on top of that they reported, on receipt for oli pan replacement, that "the customer requested a 64 point inspection of vehichle".!?
I NEVER REQUESTED ANY THING BESIDES Alan [redacted] advisal that my oil pan would be replaced. If the really did get a 64 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 2002 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 2010 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 them. I, today, spent $65.00 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 2010 Jeep Liberty. The after sales service I requested and received was horrible, and stressfull to endure. I 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]

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 08/11/2015 Ms. [redacted] came in
at 81,653 miles with a concern of when driving hears a noise coming from
vehicle. Upon 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 completely. It was explained to the
customer that the vehicle transmission had substantial metallic debris internal
in fluid, and had internal failure that would require replacement. Ms. [redacted]
was given an estimate to replace the transmission with a brand new factory
Subaru transmission. Ms. [redacted] did not choose to invest that amount of money
into her vehicle. Ms. [redacted] asked about other options for the transmission
which we did provide her with. The second option is to install a used transmission
that would be approximately 30% of the cost of the new transmission. Ms.
[redacted] chose to not purchase the new transmission with the complete 3 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 tested. The
vehicle operated as designed at that time.On 08/26/2015 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 set. The vehicle needed to have the transmission
replaced under the warranty provided by the vendor that we had purchased the
transmission from. Ms. [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 satisfaction. Ms. [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 transportation. The used transmission was installed that was provided
by the vendor that initially sold us the original transmission. The vehicle was
test driven and found to be working as designed at that time.On 10/12/2015 Ms. [redacted] had contacted Carbone
with a concern that vehicle had a smell, and would not move at this time. The
vehicle was towed in and diagnosed. It was determined that the vehicle had a 2nd
subsequent failure of the transmission. Ms. [redacted] had been notified by
Carbone that the issue was indeed a failed used transmission. Ms. [redacted] was
given a 2015 Subaru (alternate loaner vehicle) to drive while the vehicle was
being driven. Ms. [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 issues. Our VP of Fixed Operations contacted Ms. [redacted]
and had lengthy conversation regarding the issues that had transpired with the
vehicle and the used transmissions. Ms. [redacted] was offered to remove the used
transmission, and be credited for money spent, and purchase a new transmission
from Subaru for which she declined. Ms. [redacted] insisted that Carbone purchase
the transmission or [redacted] purchase the transmission. [redacted] was contacted and Ms. [redacted] asked for goodwill assistance. The
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 reason. Finally [redacted] made their final
offer of $1000.00 assistance towards the purchase of a new unit. The difference
in cost of the used transmission $1000.00 and the new transmission $5000.00 was
approx. $4000.00. Ms. [redacted] stated that she would not participate any money
at all toward the purchase of the new unit. Our VP of Fixed Operations
discussed in depth with Ms. [redacted] the options available to her at this
point. The whole timeframe in which this transpired Ms. [redacted] was given an
alternate transportation to drive at Carbone Subaru's expense. The 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 vehicle. Our 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
vehicle. Per the agreement, our VP of Fixed Operations drove the vehicle in all
normal conditions then bringing vehicle in for inspection to verify that all
had inspected normal at this time. Ms. [redacted] had asked for a reimbursement
for a towing bill incurred for the tow in to our shop. Ms. [redacted] had picked
up her vehicle and the towing reimbursement was
agreed to be reimbursed. Ms. [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 car. Ms. [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
inconvenience. His 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 process. He 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 location. He 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 $250 refund for the travel time to the dealership,
per Ms. [redacted] requests.
Justina [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 case. They 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 found. They 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 vehicle.
Understanding 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 concern. No 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 dealership. Based on the remaining amount that the customer owes on the 2013 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 choice. This 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 matter.
Thank you for your patience.
Justina C[redacted]
Administrative AssistantCarbone Auto Group###-###-####