Colonial Pontiac Cadillac GMC Truck Inc

*** ***We make our reply to your case # ***.*** *** came to our service de ,artment on stating that her Mazda CXdid not seemto go from a frill stop at times and the check engine light was on (See RO# ***)We roadtested the vehicle and could not dupik ate her concernOur
computer diagnostics indicated therewere no stored diagnostic trouble codes at this timeOur certified master Mazda technician, withyears of cxperiencesuspected hat a high pressure fuel pump could be causing her issue. *** was charged a diag ostic fee of $79.95.*** *** returned on stcling that the check engine light is on and the vehicle is notshifting as it should from a full stop*** *** was placed in a loaner ~ehicle at this time at nocharge to her.We performed another round of cc~mpi ter diagnostics and found trouble codes PP2187.fi.iel system too lean at off idle Fh master technician referenced *** Bulletin 01-08.Under the description of this bulletin *** ***’s concerns were statedDue to the expensefactor of the high pressure fuel pump installation, it was recommended that we first perform aIliel induction serviceWe hoped that this service would clean the throttle body and that thetechnician could clear the codes from the vehicle’s computer and that they would not return. *** gave us her permission to perform the above stated service.We performed the ftiel induction service, test drove her Mazda and unfortunatel~ the codesP77/PreturnedThe high pressure fuel pump would need replacedWe contacted *** about our findingsShe gave us permission to proceed and the pump was ordered andinstalledAt this time the codes cleated and the vehicle ~as test drivenThe codes did not returnOn 9/24/14, feeling confident that the vehicle had been repaired, *** *** was contacted andtold that her vehicle wa~ able to be picked up and that her tbtal bharges came to $781.72, whichincluded a discount of $*** ***’s mother came on 9/24/to pick up the MazdaShepaid the bill with a check and took delivery of the vehicleLater thatsame day the motherreturned stating that the check enginelight had returnedSince there would be further timeconsuming diagnostics performed, wç advised *** *** to remain in the loaner vehicle, at nocharge, until we had further answers for herWe began further diagnostics and found th& following trouble codes: P2177, P2187, P0134,P2096, PPand Pcleared imniediateldue to the prior replacement of the highpressure fuel pumpThe other codes, P134, Pand Pwould not clear and furtheraction was required.The master technician referenced Mazda Teclmical Service Bulletin 01-038/This bulletingave instructions to replace the front oxygen sensorWe replaced the sensor as suggested,cleared all the codes and test drove the vehicleThe codes cleared and did not return*** ***was not charged for this repair.To answer the question of the desired settlement of the high pressure fuel pump minus the cost ofreplacing the oxygen sensor is as follows:- High Pressure Fuel Pump repairs including a discount of $cost *** ***$She proceeded to stop payment on this check costing the dealershipadditional feesThis situation has since been rectified.- Cost for the oxygen sensor, if she had been charged, would have been $for theparts and labor.- Cost for a loanei~ vehicle is normally $38/ dayWe accommodated her and her motherfor days at a total cost of $570, which she again was not charged.The dealership has already absorbed $in repair fees, rental fees and discounts in hopes tosatis& the customer due to their inconvenienceWe then in turn also paid court costs of$122.50to recover the stop payment checkThe dealership has a total investment in this customer andtheir vehicle of $1087.21.We feel that we have been more than fair in the treatment of her issues.*** *** *** ***General Manager Service ManageColonial Motor Mart Colonial Motor Mart

I’m writing you in response to your letter dated 5/29/2015 regarding our customer [redacted]. As you stated in your letter there are two side to every dispute and we are interestedin reaching a resolution to benefit both parties. Ms. [redacted] did bring her Mitsubishi OutlanderSport in...

to be looked at and pictures were taken, however; the claim was ultimately denied throughMitsubishi. When the cus[redacted]er was contacted for payment they were under the Impression that theclaim had been approved. The areas in question were not paint chips but rusted areas caused by roadchips. The cus[redacted]er put over 18,000 miles on the vehicle since the purchase date and therefore therust spots where due to everyday wear and tear.We understand her frustration in that this was a new vehicle. We offered to pay half of theclaim in order to ensure good cus[redacted]er relations. We also offered to trade her out of the vehicle andat this time we are still waiting on a call from her letting us know what she decides. We are willing togo above and beyond what we are legally responsible for in order to maintain a good relationship. ifyou have any more questions or concerns please contact me in writing at the below address.

I’m writing you in response to your letter dated 9/29/2015 regarding our customer [redacted]. Although we understand Mrs. [redacted]’s concerns over her 2010 Toyota Camry, withoutknowing who examined her vehicle we must stand by the expertise of our service department andconsider this a difference...

of opinion.Although to promote good customer relations we are willing to reimburse [redacted] in theamount of $36.50. If you have any more questions or concerns, please contact me in writing at thebelow address.Sincerely,Charles [redacted]

This process started at the beginning of April in terms of the rusted areas. I took my vehicle into the dealership and had it looked and photographed, but the dealership failed to send the photos to  MItsubishi headquarters.  I received a phone call in May from the body shop (still have the voicemail) directing me to make an appointment to have it fixed.  They called me on the phone three days later (after I dropped off my vehicle) asking who would be paying for the work, and I stated that I would not be paying for the work.  The rest of the dates and occurrences were written in the initial complaint.  The rusted areas on the vehicle ARE NOT from every day wear and tear, the pictures speak for themselves.  Over the course of the last 25 years of driving and owning different vehicles, I have seen plenty of rock chips and everyday wear and tear. Never had I encountered any rusted areas on any vehicle I have owned, and there have been many.  The owned offered to "pay" half of the claim, which would cost him nothing to fix it ultimately, as he owns the body shop. The "claims" estimated by any car dealership are always much higher than a private body shop, which is why I wasn't interested in his "I'll pay half offer." [redacted] (the Service manager) told me that those initial photos were never sent to Mitsubishi, and I asked him what the hold up was.  His exact words were "well, if you want to waste both our time I will submit them!"  Talk about terrible cusstomer service, and from a manager! This dealership is negligent, as this has been a  process since the first week of April! Ultimately, I will trade the vehicle if I am given $17,800 for my trade in; this is the only avenue I am seeking, as I am concerned once the rust problem is fixed, it will come back! It is a brand new vehicle, and I assumed I was done buying cars for at least five years!  This process has been nothing but a hassle and a disgrace!  Again, I am requesting $17,500 (with no haggling) trade in value for trade on a Toyota Rav 4 from the Toyota dealership this man also owns. If this deal is agreed upon, I will be satisfied. Thanks.

Thank you for the opportunity to answer this complaint. Mr. [redacted] did purchase a 2016 Nissan Titanfrom Colonial Toyota on November 25, 2016. colonial Toyota paid off his 2014 Toyota Tundra in theamount of $30301.50 . That was the payoff at the time of the the deal. The payoff was madeelectronically...

to Toyota Financial Services on November 28,2016 at 10:43 AM. The documentation isavailable upon request. On December 2,2016, Toyota Financial Services drafted a $490 payment fromhis bank account. I have explained to Mr. [redacted] this has nothing to do with Colonial Toyota ~We did notreceive this money. His dispute is with Toyota Financial. I interceded on his behalf with Toyota FinancialThey would not give me any information due to privacy laws. They did give me a phone number to theCustomer Loyalty Department and a contact name for Mr [redacted] to contact. I passed the information onto Mr. [redacted]. If there were anything else I could have done to help Mr. [redacted] I would have done so.Manager

Review: In early April of 2015, I foumd several rusted areas on my vehicle. I took the vehicle in to be looked at and was told that they were taking pictures of the areas and that they were submitting them to Mitsubishi. I asked how long this would take and was told a week. A month later, I received a call from their service center (voicemail) instructing me to make arrangements to have the work completed, so I did. I was issued a loaner vehicle, and my vehicle was taken to the service center. Three days later, my husband received a phone call asking him who was paying for the work (rusted areas) that was to be completed. My husband stated "that should be under warranty." The service managed "[redacted]" told my husband that Colonial wouldn't be paying for it, that it was "rock chip" damage. My husband then called me which prompted me to call "[redacted]." I called and asked him what was going on, and I was told the work was not started, nor would it be. I asked him who stated that it wasn't going to be paid for and he said "we did." I began to question him as to why I was told to bring the car in, and why was I issued a rental. I asked if everything should have been in order beforehand, and he stated "yes." I then stated that the areas on the vehicle were not paint chips, but indeed rusted areas. The service center took pictures of the rusted areas and were supposed to submit to Mitsubishi. I was told they never did. Then I was told that loaning me a car was costing them money by the day, and I told him that wasn't my problem. I want away from these unprofessional employees at the dealership, and I would like a refund for the vehicle that I purchased a little over a year ago. I purchased said Mitsubishi Outlander Sport brand new and it is rusting, unacceptable. I would like to purchase another vechicle from a dealer/company that stands by their warranty and commitment.Desired Settlement: I would like a refund for the purchase price for the vehicle due to the many rusted areas.

Business

Response:

I’m writing you in response to your letter dated 5/29/2015 regarding our customer [redacted]. As you stated in your letter there are two side to every dispute and we are interestedin reaching a resolution to benefit both parties. Ms. [redacted] did bring her Mitsubishi OutlanderSport in to be looked at and pictures were taken, however; the claim was ultimately denied throughMitsubishi. When the cus[redacted]er was contacted for payment they were under the Impression that theclaim had been approved. The areas in question were not paint chips but rusted areas caused by roadchips. The cus[redacted]er put over 18,000 miles on the vehicle since the purchase date and therefore therust spots where due to everyday wear and tear.We understand her frustration in that this was a new vehicle. We offered to pay half of theclaim in order to ensure good cus[redacted]er relations. We also offered to trade her out of the vehicle andat this time we are still waiting on a call from her letting us know what she decides. We are willing togo above and beyond what we are legally responsible for in order to maintain a good relationship. ifyou have any more questions or concerns please contact me in writing at the below address.

Consumer

Response:

This process started at the beginning of April in terms of the rusted areas. I took my vehicle into the dealership and had it looked and photographed, but the dealership failed to send the photos to MItsubishi headquarters. I received a phone call in May from the body shop (still have the voicemail) directing me to make an appointment to have it fixed. They called me on the phone three days later (after I dropped off my vehicle) asking who would be paying for the work, and I stated that I would not be paying for the work. The rest of the dates and occurrences were written in the initial complaint. The rusted areas on the vehicle ARE NOT from every day wear and tear, the pictures speak for themselves. Over the course of the last 25 years of driving and owning different vehicles, I have seen plenty of rock chips and everyday wear and tear. Never had I encountered any rusted areas on any vehicle I have owned, and there have been many. The owned offered to "pay" half of the claim, which would cost him nothing to fix it ultimately, as he owns the body shop. The "claims" estimated by any car dealership are always much higher than a private body shop, which is why I wasn't interested in his "I'll pay half offer." [redacted] (the Service manager) told me that those initial photos were never sent to Mitsubishi, and I asked him what the hold up was. His exact words were "well, if you want to waste both our time I will submit them!" Talk about terrible cusstomer service, and from a manager! This dealership is negligent, as this has been a process since the first week of April! Ultimately, I will trade the vehicle if I am given $17,800 for my trade in; this is the only avenue I am seeking, as I am concerned once the rust problem is fixed, it will come back! It is a brand new vehicle, and I assumed I was done buying cars for at least five years! This process has been nothing but a hassle and a disgrace! Again, I am requesting $17,500 (with no haggling) trade in value for trade on a Toyota Rav 4 from the Toyota dealership this man also owns. If this deal is agreed upon, I will be satisfied. Thanks.

Review: On 9/8/15, I took my 2010 Toyota Camry in to have the back brakes checked, as I was hearing some squeaking from the back brakes. The service department called to tell me the technician said my vehicle needed front AND rear break pads and rotors, rear mounting brackets and struts. I told the service department new FRONT brakes and rotors were put on recently, and that I could not possibly need new front brakes/rotors. I was put on hold while he asked the technician to clarify. He then told me the technician said the mounting brackets were rusted and the struts were leaking and this was contributing to the problem. I decided to have a second opinion, so I took my Camry to a another licensed garage that has been in business over 25 years. For $26.50, the owner/technician checked my vehicle and determined I did not need brakes, rotors, mounting brackets or struts. I also took it to a second license garage where the owner/technician determined I did not need these items either and kindly did not charge me. I feel like I was intentionally mislead into purchasing products my car did not need from Colonial Toyota. New brakes, rotors, mounting brackets and struts would have cost several hundred dollars to replace and install. Does the technician receive a commission on parts? I would like reimbursed the $26.50 (the cost to have a second opinion), plus gas money, for all the running around I had to do to get a 2nd and 3rd opinion.Desired Settlement: Reimbursed for the $26.50 I paid to get a second (HONEST) opinion, plus $10 for gas for the running around I did to get a 2nd and 3rd opinion. If I would have been told the truth by the technician at Colonial Toyota, I wouldn't have needed a 2nd and 3rd opinion telling me my car did not need brakes, rotors, rear mounting brackets and struts. Dishonesty is not the way to increase business.

Business

Response:

I’m writing you in response to your letter dated 9/29/2015 regarding our customer [redacted]. Although we understand Mrs. [redacted]’s concerns over her 2010 Toyota Camry, withoutknowing who examined her vehicle we must stand by the expertise of our service department andconsider this a difference of opinion.Although to promote good customer relations we are willing to reimburse [redacted] in theamount of $36.50. If you have any more questions or concerns, please contact me in writing at thebelow address.Sincerely,Charles [redacted]

Review: I took my car in on separate occasions for a check engine light on. The light came on 8/06/14. I called colonial and talked to [redacted] about it, he asked questions and determined since it was runinny fine at the time to keep driving it. On the 8th it started hesitating, I was able to drop it off on the 8/12 an they had it until the 16. They couldn't get the car to duplicate the problem, cleared codes and said to take it home, I drive it home and on the 8/17 the check engine light came back on. I took it back up on the 21 and [redacted] put it on the machine and came out showing me the paperwork of the codes.( which when discussing this with the owner he said he can't find that paperwork) [redacted] explained that the oxygen sensor code came up, & they said they were fine, couldn't determine 100% what the problem was so suggested I take it home and drive it for further diagnosis. Took it back 2 sepate times for extended days for them to drive it themselves to see if they could pin point, explaining that the car needs to be driven for extended miles. The one time they drove it for a total of 17 miles for that stay. Took it back up around 9/13 and asked to do a fuel induction cleaning, picked it up on the 19 and was told they never did the service. They kept saying it was possible it could be the fuel pump but wasn't sure. On 9/19 [redacted] called and said that they did the cleaning and they determined it was the fuel pump. I even discussed the possibility of the oxygen sensor again because they weren't 100% sure but they felt the fuel pump was the way to go. They replaced the fuel pump and I had my mother pick up my car on 9/24 and she drove it a few blocks and the check engine light came on. She drove it back to the dealer and left it there. I had her talk to [redacted] and was informed he no longer worked there. Got a call from [redacted] stating that the codes came up that the oxygen sensor was bad and needed replaced, which what the original code came up back in August. Not sure why that wasn't replaced firstDesired Settlement: I would like to be reimbursed for the cost of the fuel pump repair minus the cost of the oxygen sensor. I understand they replaced the sensor at no cost to me, but I feel if they would have replaced the oxygen sensor since that was what the code came up on I woulndt have had to spend the money on a pump that didn't need to be replace d. On 10/1 when I picked up my car I asked for copies of my codes from all the times I had it there. he said he would mail them to me, I never received them.

Business

Response:

[redacted]We make our reply to your case # [redacted].[redacted] came to our service de ,artment on 8 13 14 stating that her Mazda CX7 did not seemto go from a frill stop at times and the check engine light was on (See RO# [redacted]). We roadtested the vehicle and could not dupik ate her concern. Our computer diagnostics indicated therewere no stored diagnostic trouble codes at this time. Our certified master Mazda technician, with25 years of cxperience. suspected hat a high pressure fuel pump could be causing her issue. [redacted] was charged a normal diag ostic fee of $79.95.[redacted] returned on 9 15 14 stcling that the check engine light is on and the vehicle is notshifting as it should from a full stop. [redacted] was placed in a loaner ~ehicle at this time at nocharge to her.We performed another round of cc~mpi ter diagnostics and found trouble codes P2177 P2187.fi.iel system too lean at off idle Fh master technician referenced [redacted] Bulletin 01-022 08.Under the description of this bulletin [redacted]’s concerns were stated. Due to the expensefactor of the high pressure fuel pump installation, it was recommended that we first perform aIliel induction service. We hoped that this service would clean the throttle body and that thetechnician could clear the codes from the vehicle’s computer and that they would not return. [redacted] gave us her permission to perform the above stated service.We performed the ftiel induction service, test drove her Mazda and unfortunatel~ the codesP21 77/P21 87 returned. The high pressure fuel pump would need replaced. We contacted [redacted] about our findings. She gave us permission to proceed and the pump was ordered andinstalled. At this time the codes cleated and the vehicle ~as test driven. The codes did not returnOn 9/24/14, feeling confident that the vehicle had been repaired, [redacted] was contacted andtold that her vehicle wa~ able to be picked up and that her tbtal bharges came to $781.72, whichincluded a discount of $54.98. [redacted]’s mother came on 9/24/14 to pick up the Mazda. Shepaid the bill with a check and took delivery of the vehicle. Later that. same day the motherreturned stating that the check enginelight had returned. Since there would be further timeconsuming diagnostics performed, wç advised [redacted] to remain in the loaner vehicle, at nocharge, until we had further answers for herWe began further diagnostics and found th& following trouble codes: P2177, P2187, P0134,P2096, P2097. P2 177 and P2187 cleared imniediatel31 due to the prior replacement of the highpressure fuel pump. The other 3 codes, P0 134, P2096 and P2097 would not clear and furtheraction was required.The master technician referenced Mazda Teclmical Service Bulletin 01-038/10. This bulletingave instructions to replace the front oxygen sensor. We replaced the sensor as suggested,cleared all the codes and test drove the vehicle. The codes cleared and did not return. [redacted]was not charged for this repair.To answer the question of the desired settlement of the high pressure fuel pump minus the cost ofreplacing the oxygen sensor is as follows:- High Pressure Fuel Pump repairs including a discount of $54.98 cost [redacted]$781.72. She proceeded to stop payment on this check costing the dealershipadditional fees. This situation has since been rectified.- Cost for the oxygen sensor, if she had been charged, would have been $339.73 for theparts and labor.- Cost for a loanei~ vehicle is normally $38/ day. We accommodated her and her motherfor 15 days at a total cost of $570, which she again was not charged.The dealership has already absorbed $964.71 in repair fees, rental fees and discounts in hopes tosatis& the customer due to their inconvenience. We then in turn also paid court costs of$122.50to recover the stop payment check. The dealership has a total investment in this customer andtheir vehicle of $1087.21.We feel that we have been more than fair in the treatment of her issues.[redacted]General Manager Service ManageColonial Motor Mart Colonial Motor Mart