Contemporary Motorcars

In addressing the [redacted] ’s letter, let me start by saying the focus on us and what we allegedly didn’t do doesn’t address a couple of key eventsThe situation in the Atlanta dealership and them replacing the oil sending unit as a solution to the problemWe were called and asked to provide warranty information to the dealership which we did Next when they came to Mazda of Erie for us to look at the vehicle and we sent it to [redacted] for a diagnosisWe took [redacted] assessment of the problem as valid and tried to save them money by doing it at our dealershipI didn’t think that I had to prove I was saving them moneyI empathize with them in that they thought they were spending money and solving the problem [redacted] ’s not only diagnosed the problem properly but upsold other things they determined could be fixedThese items ( oil change/filter and coolant replaced –fuel tank sensor replaced ) were separate from the lifter that the warranty replaced [redacted] ’s explanation of the warranty cost gets into an area we have not discussed in that we sold the warranty at our costI can’t make the vehicle not breakdown when it didI can’t take back misdiagnosis from Atlanta and [redacted] but we provided a warranty ( at cost) that paid out $that fixed the problem some days after they had the vehicleMaybe I am missing something here but if we didn’t suggest the warranty and provide it a an affordable cost we then would be talking about a problemAlso we merely followed up on what we were told would solve the problemWe have over $of Mazda of Erie monies spent to help the [redacted] ”s [redacted] General Manager

On 2-3-15 our customer brought his vehicle to our service department with a complaint of poor fuel economy, stating that he is only getting 6.6 miles per gallon. We followed F.C.A’s recommended process to evaluate customer issues of poor fuel economy, which are 1. Check for Diagnostic Trouble Codes,...

and known drivability issues, which we found none. 2. Check oxygen sensors which we found to be operating normally. 3. Fill vehicles fuel tank and test drive on open highway for 50 miles to manually calculate fuel mileage, which we found and documented to be 16.7 mpg, which is an acceptable average for this vehicle.When our technician started our assessment of this complaint it was noted that the vehicle was dropped off at our facility in four wheel lock, which will significantly reduce fuel economy. The weather and road conditions were very poor on this date.There are many factors which will affect the fuel economy of any vehicle, including how the vehicle is driven and its use, weather, the fuel itself, road conditions, type of vehicle, load on vehicle, and others. The governments website for fuel economy states that winter driving conditions can reduce fuel economy significantly. It also rates this vehicle as 15 mpg city 17 mpg combined and 21 mpg highway. At the time of our evaluation of this vehicle we have not found any defects in this vehicle which would cause poor fuel economy.Sincerely,  [redacted]Service ManagerGary Miller Chrysler Dodge Jeep Ram

The Acura referenced in this complaint was worked on by another independent garage prior to ourinvolvement. Customer actually bought parts from us to take to this other garage. We did not leave offany cover although it may have been left off by someone at some point. As a measure of Goodwillafter...

hearing of his difficulties, we did credit over $250.00 from the repair order when car waseventually brought to us and properly repaired in our shop.The car is now repaired properly and final bill has been paid.After review we determine this matter to be closed.

[redacted]: In response to your letter dated 04/27/2015, I first became aware of a problem with [redacted] vehicle when they called from an Atlanta dealership to get their warranty ID numbers which we provided to the dealerships service department. Who then replaced the oil sending...

unit ( not covered). When they got back to Erie they came and saw me and explained what was happening with their vehicle. We immediately got the vehicle into our service department and determined that we did not have the proper diagnostic equipment (GM product) to proceed any further (did not charge them). We called [redacted] service department and found out it would take two days to get the vehicle in and then called [redacted] and got it in the same day. When the estimate of repairs $600.00 + was submitted to Mazda of Erie we decided that it was something we could do and save them money. Mazda of Erie paid the diagnostic charge at Weaver’s $100.00 plus we were able to do the repairs that were recommended for $379.39. It did not solve the problem so they then took the vehicle to [redacted] service department and their diagnosis was a lifter, cost( $2602.92).  The warranty that they purchased from Mazda of Erie paid $2602.92 and [redacted] paid $ 100 deductible.  [redacted] also submitted claims for a fuel tank sensor and a PCV valve that were not covered. During the time the vehicle was at [redacted] I called the [redacted] to see if we could help and my phone call was never returned. I am sorry for their inconvenience but the warranty covered what it was supposed to. We tried to accommodate them by offering a loaner vehicle or shuttle them to where they wanted to go.  I understand it is upsetting when problems occur right after you purchase a vehicle but we tried to fix any problems that we could.  [redacted]General Manager, Mazda of Erie

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.Dear Ms [redacted]Thursday, May 7, 2015I received your letter but that was not everything. we do not know that the Mazda repair quote was around $600. We oniy know how much it was when we picked up our truck and it was still running as bad as it was when we dropped it off. I think that it was their responsibility to pay the diagnostic charge we had the truck a total of 51 days when it had to have all these major repairs. He stated all we had to pay was $100. if that was all then I wouldn't be so mad and not even be doing this. I know you take a chance when you buy a use car, but you don't expect it to break down as soon as you drive it off the lot. Yes he called and left a message on our answer machine but that was after I emailed them that letter and no he did not offer a loaner car or shuttle (that was the people in Atlanta) just ask why we didn't take it to [redacted] where it was when they took it and then had it brought back to them to do the useless repairs for $379.39 they could have left it there. We then called and made a appt at [redacted] they had to have our truck from 3/27/15 until 4/21/15 but they called us every few days to let us know how it was going and we wanted it done right. When we purchased the truck he said that the powertrain warranty cost $1295.00 but if we pay $500. cash he would throw it in, we financed thru our credit union. When We had returned from Atlanta and I got the paper work I look and it said the warranty was $895. and we thought it was the difference. I am sending you copies of everything we had to pay for since this happen. He made it seem like we had just a small amount to pay and when [redacted] would call for approvals they never were able to talk to the same person and each one had a different story, one was going to replace the engine and when they didn't hear back and called again the next person would change and say we can’t do that. In the long run this may be useless but as long as I can complain about it I will.total we had to pay out on a vehicle we had had 51 days : $282.87 oil sending unit Atlanta$379.39 Mazda$ 1600.35 [redacted]sthe warranty covered a total of$2602.92 before $100. deductibleThank you our out of pocket $2262.61[redacted] ID# [redacted]
Regards,
[redacted]

January 6th 2015Revdex.com,In response to Revdex.com complaint # [redacted]. The timeline and facts of the sale to [redacted] are as follows: On Monday evening Nov.24 Ms [redacted] arrived at Mazda of Erie thru theefforts of our prospective sales candidate,( who she knew...

personally), and subsequently test drove twovehicles and chose the 2013 Nissan Altima. We arrived at mutually agreeable figures and she left with theintention of getting a check from her credit union (who we do not have a financing agreement with) andthen to return on Tuesday Nov 25 to finalize the paperwork. During our preparation for delivery indriving the Nissan Altima we noticed a hesitation. We immediately called and sent the vehicle to [redacted]Nissan to get it analyzed. They said it was one of two things I. Calibration problem 2.Needed newtransmission and they did not have the time for further diagnosis because of their schedule that day, bothof the problems would be covered by warranty. On Tuesday evening when Ms [redacted] arrived weinformed her of what had transpired and outlined her options that she did not have to purchase the vehiclebut if she did it would not cost her anything as it was covered by warranty. Her decision was to purchasethe vehicle and we told her we would be taking the vehicle back to Nissan on Wednesday morning Nov26 and when we knew which problem it was and when they could correct it we would call her. Weoffered and she accepted a complimentary loaner(no cost to her) to be used for as long as it would take toget her vehicle fixed. We informed her we were at the mercy of the Nissan stores service department andthe majority of the communication with her was thru our prospective sales candidate. We delivered thefixed 2013 Nissan Altima on Friday Nov 28 which was 3 days from the time she agreed to purchase thevehicle. At that time we became aware of her wanting an additional key.Extra keys and owners manual are items that we get or do not get with the used vehicle transaction. Theyare part of the negotiation process and in this case it was not discussed until after the vehicle wasdelivered. We have gotten her an additional programmed key (cost $ 240.05) which she picked up at theNissan store, this was done at no cost to her and prior to your letter. Your letter has made me aware ofher interest in obtaining an owners manual. We have always strived for complete customer satisfaction sowe have begun the process of getting her an owners manual which we will offer her to be pick up atMazda of Erie or mailed whichever is more convenient and at no cost to her.If there is additional information you need please contact me.

In addressing the [redacted]’s letter, let me start by saying the focus on us and what we allegedly didn’t do doesn’t address a couple of key events. The situation in the Atlanta dealership and them replacing the oil sending unit as a solution to the problem. We were called and asked to provide warranty information to the dealership which we did.  Next when they came to Mazda of Erie for us to look at the vehicle and we sent it to [redacted] for a diagnosis. We took [redacted] assessment of the problem as valid and tried to save them money by doing it at our dealership. I didn’t think that I had to prove I was saving them money. I empathize with them in that they thought they were spending money and solving the problem.  [redacted]’s not only diagnosed the problem properly but upsold other things they determined could be fixed. These items ( oil change/filter and coolant replaced –fuel tank sensor replaced ) were separate from the lifter that the warranty replaced. [redacted]’s explanation of the warranty cost gets into an area we have not discussed in that we sold the warranty at our cost. I can’t make the vehicle not breakdown when it did. I can’t take back misdiagnosis from Atlanta and [redacted] but we provided a warranty ( at cost) that paid out $2602.92 that fixed the problem some 51 days after they had the vehicle. Maybe I am missing something here but if we didn’t suggest the warranty and provide it a an affordable cost we then would be talking about a problem. Also we merely followed up on what we were told would solve the problem. We have over $500.00 of Mazda of Erie monies spent to help the [redacted]”s [redacted]General Manager

Review: I bought a brand new 2014 Dodge Ram Big Horn. Im only getting 7 miles to a gallon in the city and 16 miles to a gallon on the highway. IN 2 wheel drive. The sticker says "about 15 mpg in the city and 27 mpg on the highway. I called the service department and they said there is nothing they can do unless a sensor goes off. Then I called Ram corporate and they got me an appt. I took it in the night before and the next day they called me and said not to drive in in 4 wheel drive lock. I told them I dont. I told them to find out what's wrong and fix it. He said leave it for a day or 2 and the manager will drive it. The next day he called me and said come get it and there is nothing wrong. He said he drove it on the highway for 56 miles in two wheel drive and nothing running and he got 16 mpg and I'm full of it and nothing is wrong. I said then why is it saying im getting not even 7 mpg in the city when I'm supposed to get double that and you got 16 mpg on the highway in 2 wheel drive and it's supposed to get close to 27 mpg? I also said did you check the fuel filter il or the fuel injectors and he absolutely not! There is nothing wrong and I need to deal with it unless a light comes on. When I noticed this problem it had 179 miles on it. Now there is close to 700 miles on it.Desired Settlement: I would like either my vehicle to be 100% fixed. I love it! or a refund or a different vehicle as a last resort. I'd like the owner to get involved and know how his service manager treats people! If it gets fixed which I hope I'd also like to get reimbursed for all the $ I spent on gas while they refused to help.

Business

Response:

On 2-3-15 our customer brought his vehicle to our service department with a complaint of poor fuel economy, stating that he is only getting 6.6 miles per gallon. We followed F.C.A’s recommended process to evaluate customer issues of poor fuel economy, which are 1. Check for Diagnostic Trouble Codes, and known drivability issues, which we found none. 2. Check oxygen sensors which we found to be operating normally. 3. Fill vehicles fuel tank and test drive on open highway for 50 miles to manually calculate fuel mileage, which we found and documented to be 16.7 mpg, which is an acceptable average for this vehicle.When our technician started our assessment of this complaint it was noted that the vehicle was dropped off at our facility in four wheel lock, which will significantly reduce fuel economy. The weather and road conditions were very poor on this date.There are many factors which will affect the fuel economy of any vehicle, including how the vehicle is driven and its use, weather, the fuel itself, road conditions, type of vehicle, load on vehicle, and others. The governments website for fuel economy states that winter driving conditions can reduce fuel economy significantly. It also rates this vehicle as 15 mpg city 17 mpg combined and 21 mpg highway. At the time of our evaluation of this vehicle we have not found any defects in this vehicle which would cause poor fuel economy.Sincerely, [redacted]Service ManagerGary Miller Chrysler Dodge Jeep Ram

Review: I purchased a 2013 Nissan Altima from Mazda of Erie on 11/25/14. Once I signed the papers, I was told by the General Manager that there was an issue with the vehicle. It could be the transmission or something else that would need calibrated. They said they would fix it at no cost to me and it would be fine and that I would have it in the next day or two. Once I signed the papers and paid the money because I thought I had to, they gave me a rental vehicle. No one called me the next day to let me know the status of my car. I had to call the car lot to ask and was told that it was the transmission and they were putting a new one in. I found out that they knew this was an issue and were not going to do anything about it until an employee insisted that they did. I believe they would have let me buy the car knowing that the transmission was bad if it were not for a conscientious employee. I was also told that I would receive an additional keyless entry. It took a week for my car to be completed. I was not given an extra key or an owner's manual. I had to call and insist on receiving it. I was told that I could go to the Nissan dealer in town to get an additional keyless entry and I still do not know if I will have an owner's manual. I think this was very poor customer service and I do not want anyone else to have to experience this. I feel that once the vehicle was identified as having an issue, the whole customer service experience changed. They acted like they did not care and that I owed them something. The only person who really cared was the salesman who was very new.Desired Settlement: I hope that there is nothing additionally wrong with this vehicle.

Business

Response:

January 6th 2015Revdex.com,In response to Revdex.com complaint # [redacted]. The timeline and facts of the sale to [redacted] are as follows: On Monday evening Nov.24 Ms [redacted] arrived at Mazda of Erie thru theefforts of our prospective sales candidate,( who she knew personally), and subsequently test drove twovehicles and chose the 2013 Nissan Altima. We arrived at mutually agreeable figures and she left with theintention of getting a check from her credit union (who we do not have a financing agreement with) andthen to return on Tuesday Nov 25 to finalize the paperwork. During our preparation for delivery indriving the Nissan Altima we noticed a hesitation. We immediately called and sent the vehicle to [redacted]Nissan to get it analyzed. They said it was one of two things I. Calibration problem 2.Needed newtransmission and they did not have the time for further diagnosis because of their schedule that day, bothof the problems would be covered by warranty. On Tuesday evening when Ms [redacted] arrived weinformed her of what had transpired and outlined her options that she did not have to purchase the vehiclebut if she did it would not cost her anything as it was covered by warranty. Her decision was to purchasethe vehicle and we told her we would be taking the vehicle back to Nissan on Wednesday morning Nov26 and when we knew which problem it was and when they could correct it we would call her. Weoffered and she accepted a complimentary loaner(no cost to her) to be used for as long as it would take toget her vehicle fixed. We informed her we were at the mercy of the Nissan stores service department andthe majority of the communication with her was thru our prospective sales candidate. We delivered thefixed 2013 Nissan Altima on Friday Nov 28 which was 3 days from the time she agreed to purchase thevehicle. At that time we became aware of her wanting an additional key.Extra keys and owners manual are items that we get or do not get with the used vehicle transaction. Theyare part of the negotiation process and in this case it was not discussed until after the vehicle wasdelivered. We have gotten her an additional programmed key (cost $ 240.05) which she picked up at theNissan store, this was done at no cost to her and prior to your letter. Your letter has made me aware ofher interest in obtaining an owners manual. We have always strived for complete customer satisfaction sowe have begun the process of getting her an owners manual which we will offer her to be pick up atMazda of Erie or mailed whichever is more convenient and at no cost to her.If there is additional information you need please contact me.

Review: I went to motorcraft and was told I needed an igniter and a light bulb I bought the part and had my mechanic put it on. While he put it on he showed me that motor craft didn't put the cover back on and was laying on the engine. As a result of that the engine got extremely wet. They tried drying it off. The light bulb still didn't come on. I brought it back to motorcraft and they told me it needs a whole new headlight at the cost of 1400. I told them why didn't you diagnose that way the first time. They said because the second time I brought it back it was all wet. I told them it was there fault. They called my mechanic and found out it was true but there was a little moisture there also from the beginning. That moisture had been there for awhile. So they took a few hundred off of the original bill.Desired Settlement: I don't feel I'm responsible for the headlight I did what they said to fix the car and it didn't get fixed. They cause the engine to get wet and having to replace the headlight. I feel I don't owe them anything.

Business

Response:

The Acura referenced in this complaint was worked on by another independent garage prior to ourinvolvement. Customer actually bought parts from us to take to this other garage. We did not leave offany cover although it may have been left off by someone at some point. As a measure of Goodwillafter hearing of his difficulties, we did credit over $250.00 from the repair order when car waseventually brought to us and properly repaired in our shop.The car is now repaired properly and final bill has been paid.After review we determine this matter to be closed.

Review: me To [redacted] Mar 27 at 6:34 PM We purchased a truck from you on 01/23/2015. It was the middle of winter so didn't drive it that much until we decided to take our son and my sister to Atlanta Ga for my grandsons swim meet at [redacted]. It was supposed to have been service before we bought it and we and we felt safe to go. Half way their coming thru west Virginia at 1:30am we lose oil pressure and barely made to Atlanta first thing we did was take it to be serviced, diagnostic said oil sending unit. seemed to be fine then on our way back we are coming thru Tennessee the panel goes crazy and all kinds if things started happening We get back to Erie and the first thing we did was bring it to you, they said it need to go to a GM dealer to have a diagnostic done so they take it to [redacted] at the sugestion of [redacted] who knows my husband and made us feel that it would be done right, just showed us you cant trust anyone. They did it I guess and then had it brought back so you guys can do they repairs. When I picked it up I paid you $379.39 go get in the car and it still doing the same thing .I go back in then the guy tells me that's they tryied things and now we have to take it back to a GM dealer because it is still missing and its internal all that money for stuff that didn't even do the job. Tell me something who puts in plug wires and don't change the plugs. It was taken to [redacted] and because it wasn't sent their in the first place we have to pay for another diagnostic and that's when I found out that no fresh plugs were installed just new wires and that it is over $1000.00 in repairs that will be needed and our so called warranty isn't worth the paper its written on this is after you said itshould be covered. I really feel we got taken and that the reason why they kept calling to encourage us to buy because it was known that this truck had problems. We took 2 test drives which really isn't that far and we got calls for over a month and we thought it was because it was slow and they needed a sale. Now we feel that they needed to unload it on someone and if that's not true then why is both salesman we dealt with are no longer working there. today is the 27th of March our truck is been in and out of repair shops since the 16th of March and is still having to have something repaired. We are not happy with none of this considering we barely have had this truck 2 months. I am going to consult my attorney to see if we have any rights as far as being screwed over and no we will not be back for service or to purchase another car and neither will our family or friends. We have purshased used cars before and this is the fisrt time that we had to sink all our money into it the first 2 months at least the others waited a couple of years before needing major repairs if I could return this truck I would. [redacted]Desired Settlement: the letter above was what I sent them and it explains the problem. why should we have to pay all this money out and we have a power train warranty that doesn't seem to cover any thing and we have only had this truck since 01/23/2015 so far we are up to $1662.26 and its still being worked on so we don't even know if it will be more.($662.26 was for the first two repairs)We have good credit but are on fixed incomes so these repairs are taking all of our little savings.

Business

Response:

[redacted]: