Conicelli Autoplex

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like to add Casey W [redacted] Sales Agent for dealership was/is a great asset for this business Casey unaware of Pennsylvania to Masstransaction issues did everything to resolve the problem with diplomacy and genuine concern I would repeat business with Casey and refer anyone to him in the future I am quite pleased with Casey's exemplary behavior and the vehicle he sold me Thank you Casey! Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I do not agree with Conicelli's explanation of my transactionFirst, I would like to say that I am fully aware of the fact that the issue with [redacted] Financial is separate from my issue with Conicelli, it's just the whole [redacted] deal that I'm frustrated with Second, three months before my lease was up I went in and spoke to Rick B [redacted] about applying the $2,toward buying the [redacted] or leasing a new car and he said noHe wouldn't budge on the buyout price either Third, after I spoke to Rick I spoke to Paula D [redacted] She said she couldn't helpA month after I turned in the [redacted] I started getting calls from Conicelli about my lease end and my optionsFinally, after the third call I got a letter from TJ S [redacted] regarding my lease endIt was at that point I sat down and wrote a letter to TJ explaining everythingHe apologized and said that his family owned the business and they don't treat their customers that way He said he would look into it and get back to me That was a year agoThis is far from my first attempt to reconcile this issueWhen I went to Conicelli to lease the [redacted] the special was $3,down at signing to get an $a month paymentI had a [redacted] to trade inConicelli gave me $2,for my car I put down the required amount + they added in the trade in amount of $2, So, that put me $2,over the required amount needed for the $89/mo payment I was offered a plan to cover scratches and stainsPurchasing this plan brought my monthly payment to $Please keep in mind that purchasing this plan was a separate charge and did not affect the total I put down at signingSo, I am still ahead by $2,The total amount I gave to Conicelli at signing was $5,The extra $2,was not applied to my monthly paymentsMy tags were current so that wasn't a charge, and at best it would have been under $ I'm sure taxes would have been part of the monthly payment or part of the amount due at signing or the disposition fee would have been higherSo where did the $2,go? With a monthly payment of $and the $2,trade in amount, I should have walked away with that two year lease paid in fullTJ tried to say that the extra $2,at signing covered taxes and tagsCan someone please explain to me how, after I turned in the ***, I went up the road and leased a new car, their offer being $3,at signing for a $164/mo payment for two years and I gave them a payment of $6,and walked away without owing a dime No mention of paying more than required to cover taxes and tagsTJ also told me they made NO money off of my transactionThat's not trueIn realitythey got my car for nothing and they sold it to someone elsePlus, that protection plan I purchased for $450, he claims they made no money off of thatAgain, not trueIt was explained to me that purchasing that plan would cover stains and scratches for the length of the leaseHowever, as I explained to Paula and TJ, when I tried to make an appointment for some stains on my back seat, the service department told me the plan I purchased doesn't cover that serviceSo, that is another $I lostWhen all was said and done, I gave Conicelli $5,at signing, I paid [redacted] Financial $2,over the course of the two year lease, bringing it to a total payment of $8,081.89, plus the $balance of the trade in amount, which brings it to $8,Like I said, I am currently in a two year lease for a newer car with, advertised for $164/mo payment after a $3,payment at signing and the check I gave them at closing, $6,100, covered everything with no disposition fee at the endWe can go back and forth with our emails, but unfortunately for me, I'm just the customer and not the owner of Conicelli AutoplexYour franchise is not a nice place to do businessYou have not sided with me, as your customer, even when I told you how Rick B***, with his obnoxious condescending attitude, spoke to me and treated meYou said sorry but we never get complaints about RickWell maybe you haven't but I'm making one now! Does your family know any of this? In closing, may I kindly ask you to take my name off your mailing list? Regards, [redacted]

January 6, 2016Dear [redacted] ***: I am responding to your letter dated December 23, with regard to the above referenced customer, [redacted] , I have reviewed our Sales Department records and addressed [redacted] 's complaint with the Owner of our dealership, I would like to offer the following information:• This certified used vehicle was purchased from our dealership on 8/24/with an odometer reading of 41,milesShe has driven this vehicle for years+, with an odometer reading of approximately 208,miles+ at this time.• [redacted] informed me in a telephone conversation on 12/22/that our dealership committed fraud by not disclosing that this vehicle had under carriage damage and airbag deployment prior to her purchasing itI explained the PA Auto Association information regarding used vehicle disclosures; she was not receptive to this information• In same conversation, offered assistance with regard to her interest in purchasing a new vehicle; stating if she would like to come Fn to our dealership, one of our Owners or Gen' Sales Managers would assist her with a new purchase; she declined• By the [redacted] Certification Program and Pennsylvania state law, our dealership was under no legal obligation to offer a [redacted] report• We have no proof that we did or did not offer a [redacted] report [redacted] was at liberty, at the time of the purchase, to obtain her own [redacted] report prior to thepurchase as well• I am attaching a copy of the Pennsylvania Automotive Association statement, "Used vehicle Disclosure"Damage involving the six items noted are required to be disclosed for any roadworthy vehicle offered for sale, under carriage damage and airbag deployment are referencedIf there is any additional Information you need, don't hesitate to contact me directly a [redacted] ext ***Thank you, Sincerely yours,Paula DCustomer Relations Manager

September 23, Dear [redacted] ***; I am responding to your letter received today dated 9/14/15, with regard to the above referenced customer, [redacted] Our dealership purchases ***mobile leads from various vendors [redacted] 's particular lead was purchased from [redacted] ( [redacted] )Our records indicate that she gave authorization to [redacted] so that her credit could be pulled when she submitted the lead (see attachment).If this customer has any further questions regarding the lead, she may contact [redacted] *of [redacted] directly at [redacted] Please let me know if we can be of any further assistance Sincerely Yours, Paula DCustomer Relations Manager

To Whom it May Concern: In reference to [redacted] 's complaint Customer purchased a [redacted] on 11/21/for $ At the time of sale the customer chose not to purchase an extended Service Contract but all of our used cars are sold with a "Day or mile Used Vehicle Limiited Warranty" Customer did experience issues with the belt that was replaced as well as the check enigine light coming on which in-turn lent to a blowm Motor Please see the attached documents which show that these concerns as well as assisting the customer with a loaner vehicle for 15+ days (which is typically the customers responsibility) were all taken care of at a cost of $dollars of which the customer was not responsible for any of it I do not klnow of the conversation between the customer and our Salesperson but the limited warranty does not state anywhere that we will get the customer out of their car and into a new one If the customer wishes to trade that vehicle in on a newer one we would be more than happy to put numbers together and let the owner decide if the numbers work for them or not and than we must find a finance source that is willing to accept the loan based on the customers credit as well as term and the amount financed I do apoligize that this customer does not feel as though they have been treated fairly to this point We have honored our warranty and the customer has a new motor in her vehicle at this time with no out of pocket expense Please feel free to contact me at ###-###-#### Ext# [redacted] or @ [redacted] if you would like to discuss this matter further Sincerely [redacted] ***Customer Relations ManagerConicelli Autoplex

To whom it may concern: I would first off like to apologize to our customer for any inconveneice or expense this matter has caused them as well as for the lack of response our customer deserved and has not received on this concern on behalf of Conicelli Autoplex I have spoken with Fah A [redacted] at length in this matter regarding our customers concerns Fahd has been in the car business for 15+ years and insists that he never made that promise to our customer as he knows that its not possible to do what the customer was askingFahd did state that the customer mentioned something in reference to this and stated that he was previously looking at buying a new [redacted] as compared to a used one and the customer advised Fahd that he was told by the [redacted] dealer that he could infact do this and Fahd stated he has never heard of that Is it possible that there is a confusion as to which dealer stated what? We have contacted [redacted] Financial Services as well and asked if they would flat cancel the fist contract and allow us to submit a new contract with more down money and our request was denied While I apologze and regret that our customer is in the position the only possible solution that I can see is if the customer goes to their local bank or credit union and takes a loan out against this vehicle with thier desired down money and pays off [redacted] FInancial Services This laon thru [redacted] Financial Services is a simple interest loan so the only interest owed will be for the time that they have owned the car and not the full term of the loan If I can be of any further assistance or the customer would like to contact me directly to discuss further I can be reached at [redacted] or ###-###-#### Ext# *** SincerelyPaul L***Conicelli Autoplex

Conicelli Autoplex Customer Relations Manager spoke with our Title Agent 5/12/15; this customer resides in Massachusetts and purchased her vehicle from us here in Pennsylvania State of MA does not honor the "30-day In-Transit" tags that we have to issue in these cases where customers from out of state purchase a vehicle from us in PA Title Agent prepared paperwork, contacted customer's insurance companyinsurance company in turn, emailed the [redacted] to title agent on 5/11/15; title agent completed the form, then overnighted the completed form, the original title and a refund check issued to customer for the refund of sales taxes and title fees we collected Cust has to go to her insurance company in MA and get all paperwork signed, etc

August 21, Dear [redacted] I am responding to your letter received today with regard to the above referenced individual, [redacted] and his complaint regarding a warranty issuePlease be advised that this complaint has been addressed by our Service Department Manager, We have found that this individual purchased his vehicle from our dealership on March 25, 2015, and since purchase date, has never returned to Conicelli for service issues; therefore, we have no service history/recordsWe believe this vehicle is being serviced at another [redacted] dealership, which very well may be [redacted] .If there is any additional information you need, please don't hesitate to contact me directlyMy phone number is ###-###-####Thank youSincerely yours Paula DCustomer Relations Manager

Customer Relations Mgr advised Used Car Mgr of customer’s complaint to Revdex.com. U/C Mgr spoke w/ salesman
yes"> Salesman stated he is 110% positive that the radio from customer’s travehicle was returned to customer. Salesman is that positive because he approached U/C Mgr at that time and stated when he returned said radio to customer, she wanted to know why speakers were not returned to her as well. Salesman stated speakers were never discussed; in addition dealer could not remove speakers without replacing them. Dealer never received factory radio and speakers from customer to “swap out”. Customer never brought up subject of speakers until salesman handed her the radio that was removed from her trade-in. If dealer had received customer’s factory speakers, we would have been able to swap them out; again salesman stated this was never discussed until after the fact. Customer purchased her new vehicle from dealer September and is now bringing this issue up months later

Conicelli Toyota mistreats veterans and their familiesA few years ago, my father, a WWII veteran, bought a brand new Toyota from Conicelli ToyotaRecently, he decided to give up driving because of his poor health, so he gave me the carHe took excellent care of his car, always had is serviced at Conicelli, and racked up very low mileageEvery few months, he received something from Conicelli in the mail stating things such as, "we want to buy your car back from you", and "we promise to give you the best price possible", and "we provide outstanding service to everyone"Since I already drive a new Jaguar XJ, I decided to take Conicelli up on their offer I called the dealership and spoke to a managerBased on the VIN number, the records for the car that they had on file, and the low mileage, he told me he would give me approx$10,for the carSo, I decided to take the car in and sell itThen, the problems beganMy experience with Conicelli Toyota was anything but professional, courteous, or enjoyableWhen I first arrived, I was met by a rather rude sales personHe greeted us with a sour look on his face, no smile, no handshake - nothing to indicate that he appreciated us as a potential customer He began our "business relationship" by ordering me around - "give me your title" - "give me the key to the car" - "move the car around front so that someone can look at it"Never once did this person say please or thank youSince I just wanted to sell the car and be done with it, I did as he "ordered"Then, my wife and I sat there for a very long time, waiting, and waiting, and waiting Then, this guy comes over to us, practically throws my title back at me, and says, "the manager will give you $for the car"WHAT? First, the offer was $10,Now, for no reasonIt's $8,000? No one in the dealership even looked at the carNo one opened the doors, looked under the hood, or took it for a test driveThus, they were basing this "new" offer on the same exact information that they got from me over the phoneClearly, this is a ploy that they use to "get you into the dealership" so then can then low-ball you For the record, this car, in this condition with this mileage, is worth approx$13,according to the Kelly Blue Book, and all other ratingsOf course, I was immediately insulted and realized they had lied to me, so my wife and I leftHere comes the "good part"This guy - this loser sales person - chases after us in the parking lot, yells some rather choice words, says "F_ _ _ you" to us, then shoots us the middle fingerWowNot sure what to say aboutMaking matters a little worse, when we called to complain, "that" department (the used cars department) would not answer the phone (clearly, they were screening their calls)So, we were forced to call a different departmentWe spoke to John H***, a managerWhile he seemed upset and concerned, he was not the most professional person to deal with eitherSeveral times, he "warned" me to stop talking over him so that he explain the situation to me! Really, JohnAs if you were there, and now you are going to tell me what happened? This guy H*** literally said he wasn't even sure if this entire situation even happened, and he would have to pull the video tapes to confirm it!
Wow, againAs if I even have the time or the desire to fabricate such a storyHere is the icing on the cake - my wife took a picture of this guy as he was shooting us the middle fingerYou can guess where that photo is goingYep, "social media" - thus, everyone will be able to see just how terrible these people at Conicelli Toyota treat their customersI've been dealing with Main Line Jaguar for over years, and I have NEVER, EVER had anything like this happen!
Yet, my father, a year old World War II veteran, took his car to them faithfully for yearsIf for no other reason, one would think that Conicelli Toyota would treat me (his son) with more respectAfter all, they would have simply turned the car over for a profit Moreover, shooting the middle finger at me and my wife shows a complete lack of respectIt's difficult for me, as someone who employs over people at my firm, to understand how they can afford to keep such people on their payrollClearly, this situation does nothing but seriously damage Conicelli Toyota's reputation and brandBottom line: AVOID CONICELLI TOYOTA AT ALL COSTSTHEY LIETHEY ABUSE THEIR CLIENTSAND, THEY DISRESPECT EVERYONE THAT DISAGREES WITH THEIR LYING AND ABUSIVE BEHAVIOR

September 28, Dear *** ***:I am responding to your letter dated September 16, 2015, which is the 3rd letter we received regarding the above referenced individual, *** *** and his complaint of a warranty issueI met with our Service Manager today, who has asked me to reiterate his previous response:Our dealership, Conicelli ***, had nothing to do with the decision made by *** Motors; it was not our decision to make, and the vehicle was never brought to us for the repairIt is up to *** Motors as they warranty the vehicleThey made the decision that these repairs were not warrantable, along with *** ***, who actually inspected the vehicle and reviewed it with *** Motors.This vehicle was purchased at Conicelli ***Customer phoned us after he was turned down at *** *** by *** Motors Motors who made the final decision; they hold the warranty on the vehicle not ConicellThe customer may contact *** Care Warranty @ their toll free number ***Thank youSincerely yours,Paula DCustomer Relations Manager

In response to the customers latest rejection:
I once again apologize that this customer feels as though she was not treated with respect or dignity. You can be sure that Conicelli is committed to providing the best possible service and to making the sales experience a favorable one. We encourage and train each Sales Representative to maintain a professional level of performance at all times. and we are sorry to learn that the service you received was less than satisfactory. Conicelli Autoplex has been in business for 35+ years and prides themselves in treating customers in a fair manner regardless of credit issues which we beleive has led us to be leaders in this industry. At the time this customer was looking to purchase a vehicle we only had one vehicle in inventory that fell in to the parameters that were given to us by the bank. This vehicle was presented to our customer and customer chose to purchase this vehicle. Customer was not obligated to purchase here and could of very easily left without purchasing anything.
As for customer stating that it took her to going to the Revdex.com on Jan 28th to get Conicelli to treat her as a customer could not be further from the truthPlease see time line below. Customer was here times and two of them were issues that required repairs and they were 100% covered by Conicelli Autoplex excedding $with zero ($0) out of pocket expense to our customer11/21/- Customer purchases vehicle01/08/- Customer came in stating squealing noise and we replaced the serpatine belt for $at no charge to the customer.01/11/- Customer came in with a check engine light on and we replaced motor for $and provided customer with a loaner at no charge to customer.01/28/- Cusotmer writes the Revdex.com02/17/- Customer comes in because Blue Coolant light comes on - We went over coolant system with customer as well as checked oil & coolant levels and everything checked out fine - no charge to customer.03/11/- Customer comes in stating something is hanging in her wheel well - Reviewed with customer that customer there is no porblem as cusotmer is looking at springs & shocksAs for a better explanation on the cooling system if customer does not want to come here for us to review again, this information is available to her in the owners manual or on-line.
Thank you once again for your timeSincerely*** ***Customer Relations ManagerConicelli Autoplex

Complaint: ***
I am rejecting this response because:
what I went threw for a preowned vehicle the additude your salesmen gave meThey weren't giving me nothing for free I never recived the $coupon on a used vehicle I didn't see u say anything about thatI was told it was includedI have questioned that how many timesNow that I made so much noise u want to sugar coatIt is what it is when I first was told a tow truck would be out I was told to bring my credit card or check bookI had a manager from the new side address my problem and get me in a rental I was told a different story on the preown sideNow when they hear my name they r jumping
Regards,
*** *** From: Revdex.com of Metro Washington DC Date: Fri, Mar 28, at 8:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** ***
---------- Forwarded message ----------
From: *** ***
Date: Thu, Mar 27, at 11:PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: "[email protected]"
I told them of the noise day 1. nothing wrong. I came back two days later salesman says his car is new and it makes that noisefinally theres a problemactually there r several problems

To Whom it May Concern:
Please be advised that I have submitted a check request in the amoutn of $to the accounting office this morning for *** ***. We were holding this deposit until we were 100% sure that this customers insurance was
going to cover the damage done to our vehicle by the customer and we were informed as of yesterday that the repairs have been covered. Customer should receive this check within 5-business days
Sincerely
*** ***
Customer Relations Manager
Conicelli Auoplex

Dear *** ***,
I fhave attempted to contact you with the only number that we have for you on file ###-###-#### and it will not go thru? Please contact my self or our Customer Relations Manager Paula D*** at your ealrliest convenience
to discuss further. We have pulled your file and I am looking at a copy of the "We-Owe" that states: "FREE OIL CHANGES - 1YR/12K MAX OF - INSTALL BACK UP CAMERA" If we promised to detail your vehicle at time of delivery and we did not I have no problem authorizing that for you. As for the free Service for one year that is something that will need to be discussed further. You did buy a Certified *** and with all certified vehicles we offer Free Oil Changes (Up to - within 12k) for the 1st year. We also offer free state inspection fee for all customers who purchase their car from Conicelli I have worked here for a long time and never heard of giving away free service for any giving time. We will also need to discuss further what you are referring to as far as "Tires are missing caps as well the paint to be smoothed?" Please feel free to contact us to discuss further.
Sincerely,
Paul L***Marketing ManagerConicelli Autoplex###-###-#### Ext# ***@conicelli.com
Paula D***Customer Relations ManagerConicelli Autoplex###-###-#### Ext #***@conicelli.com

Blame it on me but I thought the extra protection program was more than "just" dings, coverage of wheels, paint, etc. Ran over a curb (my fault) the other day, did about 400 in damage under bumper. Couldn't drive car to Philly so had local Nissan dealer take care of. In back of my mind I thought would be covered with extra protection which it isn't. Wish I would have thought more closely before agreeing to the extended coverage especially since don't have alloy wheels and car garage kept.

this car has been a problem since I pulled off the lot. I have complained to [redacted] the sales guy about this noise everything I asked he brushed me off. the day after the belt was put on. the same belt I complained about from day one. it should not b making that squil noise. [redacted] said he has a new car and it makes that noise. day after I had belt put on car was quiet. now check engine car wouldn't start had to b towed in [redacted] told me to bring my credit car I would have to pay for car rental. very upset I called the manager who was from the new car side was able to give a rental to my daughter. I was at work until 9 the rental close at 2 dealer at 6 now the coolant light is back on again am I gonna continue to struggle with this car vehicle even after my warranty has expired knowing this was never fully inspected upon arrival. I tried to trade it I was told I will lose $4,000 and need $4,000 to get a different car. this is awful. [redacted] salesman said this is u and the banks problem that wasn't very nice. I never came to this [redacted] dealer I always buy [redacted] this is the worst experience

To Whom it May Concern:
 
   In reference to [redacted]'s complaint.   Customer purchased a 2009 [redacted] on 11/21/13 for $9769.00.  At the time of sale the customer chose not to purchase an extended Service Contract but all of our used cars are...

sold with a "60 Day or 2000 mile Used Vehicle Limiited Warranty".   Customer did experience issues with the belt that was replaced as well as the check enigine light coming on which in-turn lent to a blowm Motor.  Please see the attached documents which show that these concerns as well as assisting the customer with a loaner vehicle for 15+ days (which is typically the customers responsibility)  were all taken care of at a cost of $5521.64 dollars of which the customer was not responsible for any of it.   I do not klnow of the conversation between the customer and our Salesperson but the limited warranty does not state anywhere that we will get the customer out of their car and into a new one.  If the customer wishes to trade that vehicle in on a newer one we would be more than happy to put numbers together and let the owner decide if the numbers work for them or not and than we must find a finance source that is willing to accept the loan based on the customers credit as well as term and the amount financed.  I do apoligize that this customer does not feel as though they have been treated fairly to this point.  We have honored our warranty and the customer has a new motor in her vehicle at this time with no out of pocket expense.   Please feel free to contact me at ###-###-#### Ext# [redacted] or @ [redacted] if you would like to discuss this matter further.   
Sincerely[redacted]Customer Relations ManagerConicelli Autoplex

I am responding to your letter dated April 18, 2016 regarding [redacted]. We have been working with Ms. [redacted] since 4/13/16 in order to resolve her claim that our dealership owes her $2,500 for a trade-in vehicle, stating we did not apply the amount to her deal. She also asks that...

our dealership adjust her credit report for a debt she owed to [redacted] Financial Services that was not paid on time and went to collection.| informed Ms. [redacted] on 4/14/16 via email that pulled her deal from 2013 and reviewed the lease documents. I found everything signed by her to be in order and that there was nothing more could do. Our General Sales Manager, TJ S[redacted], has responded to each of Ms. [redacted]'s email messages with clear explanations regarding the structure of her deal and the disposition fee bill she received from TFS.Ms. [redacted] signed lease papers (see 3-pg copy attached) for a 2012 [redacted] LE on 2/2/2013, The monthly lease cost was $89, + title/tag fees, bringing her monthly lease payment to $100/month for a 2-year, 12,000 mile/year lease.The trade-in allowance was $2,500, she received a $500 lease bonus Cash credit and paid cash amount of $2,681, 69., bringing her total down payment to $5,681.69. Section 7, 8 and 9 of the lease agreement clearly shows the calculations are in order.[redacted] is one manufacturer among many who impose a Disposition Fee when a customer returns a lease-end vehicle and does not purchase the vehicle, re-lease or buy another vehicle with the same manufacturer/brand. Depending om the manufacturer, fees can range from $300-$450, Manufacturers impose these fees to cover restocking fees, which include transport, inspection and cleaning the vehicles for resale. Manufacturers reward the customer for being brand loyal by waiving the disposition fee. The fee is billed by [redacted] and paid directly to [redacted]. Conicelli is not involved with the Disposition fee in any way, believe [redacted] did not receive payment on time which resulted in sending Ms. [redacted]'s bill to collection. Conicelli is not responsible for clearing a customer's credit history/report.In his last email to Ms., [redacted] on 4/22/16, TJ S[redacted] offered to review her 2013 deal paperwork, in person, if she would come into our showroom. All of our paperwork is in order and there is no money due to Ms., [redacted]. Our offer to discuss the structure of her deal in person still stands.
If there is any additional Information you need, please don't hesitate to contact me directly @ ###-###-####. Thank you.
Sincerely yours,
Paula D[redacted]Customer Relations Manager