Commonwealth Motors

I have attached the RO with the 10% discount I circledHe requested batteries for key FOB which we replaced did not know they died unless he tells us so then it needs to be programmed to his vehicleWe offered to clean the vehicle next time as we ran out of time as it went to the body shop for an estimate We quoted Him $no one called back and said $(he signed the RO to authorize to fix his vehicle)There is no refund required!

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted]

Mr [redacted] was quoted which he was told and he signed the repair order authorizing this (I have attached original repair order signed by customer) Was never told over the phone Told advisor he needed batteries for key fob at write up, we gave the customer batteries Never mentioned anything about not working or being dead, they would need to be programmed to the vehicle WE could not clean the vehicle as the customer wanted it to go to our body shop for an estimate and vehicle came back late and the advisor told the customer we would wash it next visit (see attached not in system of this) The 10% was applied to the customers bill (see attached Repair order 10%)

To start at the beginning; when we first initially inspected the vehicle and further scanned modules to locate failure codes power management vehicle electric system under voltage and 2ccharging pressure control plausible low pressureThe first failure code found 3876: Tech had begun to inspect charging system as both experience and diagnostic flow chart advises, The charging system checked out good with no parasitic draws and alternator holding volts while under loadThe battery was then tested through what’s called a Midtronics test which tests the battery and alternator while undergoing different types of loads that a vehicle typically endures while drivingThe Midtronics test, has reiterated the Alternator charging as designed and concluded the Battery having low voltage and unable to fully accept chargeOnce the battery was replaced the failure codes were cleared and vehicle road testedCheck engine light returned within road testScanned modules again to find failure code 2ccharging pressure control plausible low pressureThe drivability concern is an under boost condition upon full throttle At this point is when our tech began to search for vacuum leaks; finding vacuum leaks from damaged breather lines, and vacuum hoses from solenoid to intake, from air pump to positive crank case (valve cover) and detached cracked hose from solenoid to waste gate diaphragmTech has repaired damaged breather lines and vacuum hoses, the repair necessary to determine if further diagnostics were neededWhen repairing vacuum hose from air pump to positive crank case, tech further found crank case (valve cover) leaking oil into air intake hoseAll the vacuum hoses and valve cover leaking oil into air intake hose are all concern to cause low pressureThe extended warranty authorized us to replace the valve coverOnce the valve cover, air intake tube and air filter were additionally replaced tech again cleared failure codesAgain vehicle driven to find failure returned at open throttle, for low pressure as well as multiple misfire codesTech has then taken vehicle to our [redacted] store where the shop foreman (a former [redacted] tech) was able to perform system relearn with [redacted] factory computerThis is when the failure code stayed cleared for miles with no further extended crank condition following the Servo Motor relearnOnce engine was shut off and restarted the same failure code returnedInitially my tech thought to replace the servo motor only due to the fact that after the relearn was performed on this module the failure stayed out for so longUnfortunately the extended warranty company doesn’t cover the repair and we are uncomfortable proceeding with your authorizationOnce the returned the vehicle to us our tech has then scanned system to verify same failure code, same condition presentInspected the reading from servo motor to find accurate with no concern or request to replaceMy tech has spent endless hours with testing, inspecting and networking to determine resolution to this low pressure failureHe has multiple times smoke test system to find waste gate actuating, if the waste gate was still a condition of restricted function, there would be vapor exiting the exhaust tail pipe, which there is notTech has consulted with top [redacted] technicians and forums, all describing the failure code 2clow pressure with vacuum leaks from hoses specifically at crank case and further notes if unattended vacuum leak for a period of time could cause internal boost control solenoid internal failure, most times not present until after extended road test or drive time once vacuum leaks repairedThis description is much the same as we are experiencing with the vehicleWe contacted extended warranty company for approval and they declined as component is not a listed covered itemThe last attempt at resolution would be to replace the boost control solenoid, again this recommendation is only based on [redacted] master tech’s experience and forumsUnfortunately again the extended warranty company will not coverCustomer has declined this repair Other than the final recommended repair to replace the boost control solenoid, this is as far as we are willing to proceed with vehicle diagnosticsThe money spent thus far for repairs was definitely required to follow diagnostic flow chart to resolve vacuum lossAny money spent moving forward would have no guarantees and unethical for us to continue without our full disclosureIn order to diagnose a low pressure condition it is required to eliminate any and all vacuum leaksOnce the vacuum leaks were repaired and after having a certified former [redacted] technician at our [redacted] Dealer, we have determined the vehicle to require further factory diagnostics by a current [redacted] repair facility [redacted] Service Manager

Our Nissan Master Technician went through this vehicle and could not find anything wrong with it We strive on our professionalism here at Commonwealth Motors Good luck with your Appointment on Thursday!

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I understand that there is nothing in writing to support this but as a customer service organization, I would hope that you would understand how frustrating this is for a consumer especially since I went back to Commonwealth [redacted] for a second deal.Shame on me for trusting that I was in good hands I should have known better that nothing that good could ever be true Regards, [redacted]

Our response is still the sameIn response to the alleged complaint filed by Mr*** I have enclosed a copy of his initial email to us stating he lost his job and my ensuing email reminding him that he signed all paperwork for the vehicle and legally owned it

As We have already Explained to Consumer Affairs and the plus emails between [redacted] ***, [redacted] Sales Manager and Mr [redacted] , There is no discrepancy in the totals Mr [redacted] was Charged I have enclosed the Purchase and Sales agreement he signed and his finance contract, which I also sent to Consumer Affairs As I explained to consumed affairs if Mr [redacted] would like to come in and speak with a finance manager we can go over the numbers which he already ok and signed for! Mr [redacted] new from day one that the numbers given to him we lease payment numbers Mr [redacted] 's math in complaint does not add up, but again if he would like to come down to the dealership a finance manager can go over the numbers again with him

Repairs were not done here, special wheels (after Market), not factory, which [redacted] and *** are listed as authorized repair facilities for these wheelsWe did no damage and we are not responsible, as he has been told

We offered to bring the Key to the customer they told the Sales Manager they did not want the sales person delivering to their houseThey were not inconvenienced they did not even know they had the wrong Key, the sales person noticed you had the wrong key and offered to deliver it Customer deniedAgain the customer can swap out the wrong key with their spare key any time at Commonwealth KiaThis was over a year ago!

On Nov Mr [redacted] came to Commonwealth Motors, he got here approx1:in the afternoon Agreed on a sales price of $12,plus his [redacted] (with nearly 200K miles on it) other details were a total of $2,down payment and payments at $per month, this includes us paying off his trade He gave us a credit card payment of $at 2: He was in a good mood following this agreement Our Finance manager did a brief interview with Mr [redacted] and he went on his way On Nov around noon Mr [redacted] came in and was apparently combative with Mr [redacted] the finance Manager and was reassured that we could have the deal finalized that he agreed on Mr [redacted] was still combative and made threats at our Sales desk area Came up to Mr [redacted] and told him he would like to cancel the deal and we had better give him his deposit back Also asked for MR [redacted] business card We asked Mr [redacted] to lower his voice please and exit the showroom as he was being unreasonable and disruptive in the showroom Mr [redacted] was asked to leave again or we would call the police Mr [redacted] stepped outside and was talking to Mr [redacted] , finance Manager, who urged him to leave and stop making threats Mr [redacted] finally left and came back later to meet with Mr [redacted] & Mr*** and he was advised to take delivery of his vehicle on the vehicle he signed and agreed upon Mr [redacted] said he would think about it and then left Mr [redacted] called the following morning and said he was going to cancel the deal and agreed that the dealership was free to retain his deposit!

As long as I am getting my money back I am goodHope it should no be like last time when I was told that I will get refund but it never happened.Regards, [redacted]

The Customer was satisfied when *** Offered a Free Oil Change for he's inconvenience We do not owe the customer any thing at this timeCustomer was given a rotation There is nothing due to the customer The only mistake that was made is the Advisor forgot to tell the customer about his brakes which he was offered a free oil change Nothing is due at this time

I have reviewed the response submitted by the business and have determined that the response does satisfy my... issues and/or concerns in reference to complaint # [redacted] . I understand that by choosing to accept the business response that my complaint will be closed as resolved. Regards, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/12/08) */ Contact Name and Title: [redacted] - Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @statefarm.com The policy Mr [redacted] is referring was canceled the same day as all of his other four policiesMy office had entered a change into our system to update Mr [redacted] 's mailing address, however that changed was not processed by our home office before the cancelation was processedTherefore, the cancelation notice and refund were sent to the wrong addressWe have stop paid that check and reissued him a new check to the correct addressMr [redacted] is correct that he called and asked to speak to me while I was with a client, therefore I had the account representative he had worked with from the beginning of his time with our agency return his call and resolve the issueHis refund check has already been processed mailed to the correct addressI have personally called and left a message for Mr [redacted] to explain the situation, but I have not heard back from him at this point Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) The refund check arrived today 12/9/my wife verified the check was a good check and not a previous issued cancelled check [redacted] confirmed the check was good

This is the Exact email my General Sales Manager, [redacted] sent to customer "***, On behalf of the dealership and acting with the complete authority to do so, I am letting you know that Commonwealth Motors will not be held responsible for ANY of the charges as presented in your End of Lease Liability Statement I have researched your entire deal and there is absolutely NOTHING in writing that states that Commonwealth Motors will be covering your excess mileage charges, your excess wear and use, the taxes on the excess wear and use or the property taxes that you owe on the vehicle You are fully responsible for the total amount due to [redacted] There is no detail that we consider to be too small to put on a sales contract We make certain that every “i” is dotted and every “t” is crossed, every time This is done not only to protect the dealership but also to protect our clients When we sell a $pinstripe it is written on the sales contract For any client to claim that we promised $2,in reparations and have no written contract stating this is beyond beliefAgain, Commonwealth Motors bears no responsibility in this matterSincerely, [redacted] ***GSM [redacted] ***’s Commonwealth Motors

The refund check was cut 8/31/for Mr [redacted] Who was supposed to pick up the check Our refund policy is days, but we cut him his check with in daysAttached is a copy of the check and I am putting it in a *** to him today tracking# [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***

The customer was told by multiple people there would be a storage charge if vehicle was removed and brought to another shopCustomer was told is would be two weeks before we could get him in. Commonwealth paid for tow. Customer decided to pull the vehicle and bring somewhere else and was told there would be a storage fees if your not fixing your car here! Was told multiple times this an was aware of the storage fees when he decided to bring his vehicle to another shop!

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
The honorable action is to admit when you've done something wrong One of your employees, and insurance agent, and an insurance adjustor all confirmed that the direction of pay was in your possession but you were remiss in returning it in a timely manner When your company makes an error and causes unnecessary disruption to your customers you should admit being at fault As you have previously stated, the car could not be released without the necessary documents
Regards,
*** ***