Response to Complaint:Response to 2nd rejection from customer dated 10/14/(complaint ID [redacted] ) is below.To Whom It May Concern:The Dorschel Group has made every effort to resolve this issue in a fair, timely, and reasonable mannerWe feel our most recent offer of $is extremely reasonable given the fact that we neither performed nor caused unnecessary repairsEach offer we have made has been rejected, with no indication from the customer what the acceptable outcome would beTo continue our good faith effort to take care of this issue, we will keep the offer of $on the table for days from the date of this letterThe Dorschel Group goes above and beyond to resolve customer issues as exhibited by our continued commitment to resolve this matter.Should you have any questions or need further information, please feel free to contact us.Sincerely,Tom W [redacted] Mini of Rochester Service ManagerThe Dorschel Group
Good Morning,We have reached out to Mr [redacted] to address the concern detailed in his complaint regarding the oil change on his vehicleIt does appear that we overfilled the oil a little bit, and we have agreed to pay for an oil change closer to his home, as well as cover his next two oil changes at Dorschel KIAThe customer agreed that this was an acceptable offer and has acceptedWe apologize for inconveniencing the customerThank you, Caryn EM***Executive Assistant to President [redacted] | f [redacted] The Dorschel GroupWest Henrietta Road | Rochester, NY | www.dorschel.com
Good Afternoon, Please see the attached response to Revdex.com complaint ID [redacted] Please feel free to contact me with any questionsThank you, [redacted] Administrative Assistant - Executive Offices p###-###-#### | f#-###-#### [redacted] The Dorschel Group West Henrietta Road | Rochester, NY | www.dorschel.com
In response to Mr [redacted] ***’s complaint submitted on 2/23/16: Prior to the customer purchasing the Chrysler Town and Country van, Dorschel did perform a battery test with a passing resultWhile Mr [redacted] did purchase an Extended Warranty, this warranty does not cover items such as a batteryAs of 2/24/2016, Dorschel has credited Mr [redacted] for the purchase of a battery as a good will gesture and a sign of our appreciation for his continued businessSincerely, Johnathan M [redacted] MINI of Rochester Dorschel Automotive Group
The Dorschel Group West Henrietta Road Rochester, NY April 20th, Revdex.com Bryant Woods South Amherst, New York RE: Revdex.com Complaint ID [redacted] Attention: ***, Complaint Handler, ext*** In response to Mr [redacted] [redacted] complaint dated April 9th, 2016: The Dorschel Automotive Group structures its business systems and processes to best ensure a quality service visit through our Express Service operationsUpon examination of the service visit last had by Mr [redacted] , more work was done on his vehicle than just the oil change that the customer requested, including a car wash along with a tire rotationWith the additional steps of having the car washed and tires rotated, the time taken to complete the transaction was longer then just having the oil changed on the vehicleOn average, each of the additional steps – the car wash and the tire rotation – adds approximately minutes to the processWhile reviewing this complaint, we have determined that we can make improvements in what we do, but we have no intention of making changes to our marketing strategySincerely, Scott *** [redacted] The Dorschel Group [redacted]
The manager of the Dorschel Collision Center has checked with the [redacted] Insurance Group (the insurer of the vehicle repaired) and has learned that [redacted] Insurance inspected the windshield and it was replaced by [redacted] Auto Glass as an addition to the insurance claim ($665.97)*** Insurance also sent a reimbursement check to the customer for $for one tire to match the new one that was replaced [redacted] Insurance also discovered the same issue that the Dorschel Collision Center experienced with matching the original tread pattern for the tires on Ms [redacted] ’s vehicle; the tire/tread pattern has been discontinuedThe [redacted] Insurance representative stated that the customers vehicle was inspected by another repair shop and diagnosed the excessive noise as rear tire chop wear, a prior unrelated conditionThis was the same diagnosis that the Dorschel Collision Center provided to the customerAs Vice President of Fixed Operations for the Dorschel Automotive Group, I have attempted to contact the customer, without success, to set up a meeting to discuss the issue, as the customer has requestedI have left voice mails and provided my personal cell phone number for the customer to to call me to minimize inconvenienceMs [redacted] attempted to return my call on 4/19/16, but I was unavailable to answer the phone at that timeI attempted to return Ms [redacted] ’s call on 4/19/16, and have not heard back from the customer as of yetThe Dorschel Automotive Group stands ready to discuss Ms [redacted] ’s concerns verbally over the phone or face to face as she has requested Sincerely, Scott RVP of Fixed Operations The Dorschel Group
Mrs [redacted] ’s Nissan Armada was brought to Dorschel Service on 9/19/for two primary concernsHer first concern was water getting past the seal on the rear hatchWe were able to duplicate the concern and replaced the rear hatch weather stripping using Nissan Goodwill Warranty, as the part was not covered by her extended warranty and it had been an issue in the pastHer second concern was regarding the heat, radio and GPS systems in the vehicleWe were not able to duplicate anything with this complaintWe reached out to Mrs [redacted] to obtain authorization to drive the vehicle to see if we could duplicate the problem, and we have the phone call documented, as all the calls in and out of the dealership are recordedAfter driving the vehicle, we were still never able to duplicate the concernMrs [redacted] then came to pick her vehicle up on 9/27/Mrs [redacted] returned with her vehicle on 10/7/stating that the problem with the heat, radio, and GPS system had gotten worseWe were able to duplicate her concern on Monday 10/10/It took two more days for it to be a consistent enough problem that we could contact Nissan Technical for some assistanceNissan Technical Assistance advised us to replace the A/V unit on 10/13/This unit needs to be removed, sent to United Radio, diagnosed by them, and then repaired by themThis is a three-week processMrs [redacted] stated that she was scheduled to go on vacation, leaving town 10/19/16, and she had to have a vehicle like hers, same size and it had to be able to towNeeding the tow capacity immediately eliminated any kind of rentalHer vehicle is not common by any means, but we were lucky to have one available for sale on our lotWith no obligation, as we just felt it was a good thing to do, we downed one of our inventory vehicles and borrowed the needed part from it to replace on her vehicleWe tested Mrs [redacted] ’s vehicle several times and it worked for us every timeI was confident that the vehicle was fixedWe filled her fuel tank at no charge to her for her trip and she then came to Dorschel and picked it upWhile Mrs [redacted] was on vacation, she phoned me stating the problem with the heat, radio and GPS had returnedI asked her to contact me upon her return so that she could bring the vehicle back in and we could have another lookMrs [redacted] returned to Dorschel with the vehicle on 11/1/We tried it on 11/1/and couldn’t get the issues to reoccurWe tried again the next day, 11/2/16, and we were able to duplicate the heating problem, but could not duplicate the GPS and radio problemWe replaced the heater control assembly and tested it multiple timesThe heating concern never returned, but we still had not duplicated the GPS and radio concernsMrs [redacted] had stated that the GPS/radio concern may take some time while driving the vehicle, so we asked permission to drive the vehicle to try and duplicate the concernMrs [redacted] said yes, we could drive the vehicle to duplicate the problem, on a recorded lineThe Master Nissan Technician that was working on her vehicle put his home address into the GPS and had no problems going home or coming back into work the next dayWe called her on 11/3/to tell her the news and see how she would like to proceedWe told her we would be happy to drive it more if she wanted us toDuring that phone call, Mrs [redacted] suddenly accused us of damaging her truck on the previous visitMrs [redacted] had been driving the truck for the last several weeks but had not mentioned the damage until this phone callOur Service Advisor then simply asked why she had not mentioned the damage until that time, and Mrs [redacted] then threatened to show up with the police and make a scene in our showroom, and then hung up the phoneMrs [redacted] then left me a voicemail saying the same thingI called her back, got her voicemail, and left a message to please call me so we could try and resolve the issueI did not receive a return call from Mrs [redacted] The next morning, 11/4/16, Mrs [redacted] ’s husband came in to pick up the vehicleWe discussed what had transpired on the phone the day beforeMr [redacted] was going to drive the vehicle over the weekend to help us confirm that it was fixed, or to see if the problems arose againAt that time, Mr [redacted] and I went out to the vehicle to look for the damage that Mrs [redacted] stated happened while at DorschelTogether we found a little door ding that we could fix, no problemMr [redacted] was appreciative, and stated that he had told Mrs [redacted] that the damage could have happened anywhere, as it had been a few weeks since her vehicle was last in for serviceMrs [redacted] returned my voicemail at some point over the weekend (11/or 11/6), as it was on my phone on the morning of 11/7/She clearly stated that she didn’t want to talk with us about her vehicle anymore and that all communication would need to go through her husband going forwardMrs [redacted] also claimed in the voicemail that we damaged her vehicle againShe stated that there was now a chip in the windshield that wasn’t there beforeI spoke with Mr [redacted] around the lunch hour on 11/7/He was unaware that she had contacted the Revdex.com, and was also unaware of a new chip in the windshieldMr [redacted] stated he had not noticed anything while driving it over the weekendOn 11/7/16, Dorschel was notified that Mrs [redacted] contacted the Revdex.com again and stated that we told her that we would take action if she shared her experience with the public in any wayWe have not, and will never, threaten a customer in this wayI had asked Mr [redacted] if he would consider removing the claim to the Revdex.com, as we are continuing to try and make good on Mrs [redacted] ’s experienceDorschel Nissan’s Mrs [redacted] claims there was damage to the right side of the vehicle when she picked it upWe were not notified of this damage for several weeksWe give our customers a 24-hour timeframe to notify us of any damage they feel happened while in our careWhenever there is doubt, we always favor on the side of our customerIn this matter, it had been several weeks between picking up the vehicle and notifying us of the damageI had discussed this with Mr [redacted] and he had agreed that the damage could have happened anywhere as it had been several weeks since the vehicle had been picked up.Mrs [redacted] ’s request to repair the windshield on her vehicle is deniedAll communications and business dealings of any kind with the [redacted] family will be done through Mr [redacted] solelyAny business request for service or communications from Mrs [redacted] will be denied
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Please see the attached response to complaint ID ***, along with the supporting documentsPlease contact me with any questions.Thank you, Caryn E***Administrative Assistant - Executive OfficesThe Dorschel GroupWest Henrietta Road | Rochester, NY | www.dorschel.comIn response to
Ms*** ***’s complaint dated March 8th, 2016: On Wednesday 3/2/16, Ms*** arrived in our service drive at approximately 4:45pm so we could briefly look at the door handles on her KIA SedonaAt that time, all four doors outside handles were operating, with the only note that the passenger side front handle did not easily return to the positionThe customer stated that the passenger side doors would be frozen shut in the morning when parked in her driveway overnightThe customer stated that they live on a hill and the wind blows very hard on to that side of the carThe customer also stated that the driver side rear sliding door would sometimes not open or open partiallyAt this time it was agreed that the customer would go to an event that was previously scheduled and return that evening to leave the vehicle in the night dropIt was also agreed that they would run the vehicle through a carwash before leaving it so it would simulate wet road conditions (current weather was clear and cold). On Thursday 3/3/at 7:06am, repair order (attached) was generated, the vehicles mileage was 146,Upon inspection of the vehicle outside of the building, we found the passenger side front door and passenger side rear sliding door frozen with ice and would not open (outside temperature was below degrees) The driver side front door and driver side rear sliding door opened as normalThe vehicle was then pulled in to the shop and we found ice buildup and dirt in the outside handle on the passenger side front door handle and ice buildup on the lower part of the passenger side sliding door weather stripAfter approximately minutes the ice was melted and the doors worked as they did the previous eveningThe technician cleaned and lubricated the passenger front door outside handle and confirmed that it was then operating as designedThe technician also cleaned and lubed all four door weather stripsWe informed the customer that there were no broken or defective partsThe concern was caused by water freezing in the RH front door handle and on the RH rear sliding door weather stripThe replacement of any parts will not change this conditionThe customer picked the vehicle up at 5:00pm on 3/3/16.The following is a list of all the previous service visits by this customer with this vehicle to our facility: 2/7/- Repair Order# *** - 65,miles(Warranty expired at 60,miles)Customer was in to complete three recall service campaigns and an oil changeCustomer did not mention any door issues or concerns(Attached)10/10/- Repair Order# *** - 92,milesCustomer was in to complete two recall service campaignsCustomer did not mention any door issues or concerns(Attached)6/22/- Repair Order# *** - 118,milesCustomer was in to have an oil leak diagnosedCustomer did not mention any door issues or concerns(Attached) Customer declined oil leak repair.There is no other history of this vehicle being at our facility.This vehicle is out of the manufacturer warrantyAs a result, the issue lies between the customer and KIA, the manufacturer.Sincerely,Tom S*Kia Service ManagerThe Dorschel Group
Please see the attached response to complaint ID ***Please contact me with any questions of concerns. Thank you,*** ** ***Administrative Assistant - Executive Officesp| f585.334.8065*** The Dorschel GroupWest Henrietta Road | Rochester, NY | www.dorschel.com
Please see the attached response to complaint ID *** and contact me with any questions.Thank you,*** ** ***Administrative Assistant - Executive Officesp###-###-#### | f#-###-####*** The Dorschel GroupWest Henrietta Road | Rochester,
NY
| www.dorschel.com
Response to Complaint:In response to the recent complaint dated September 16th, (complaint ID ***) regarding a Mini Cooper with 87,miles.Customer’s desired settlement:1) A refund of the money paid towards the brake light and tachometer issue.2) A refund for the unrelated repairs
of the alternator and pulley.To Whom It May Concern:Below you will find documentation summarizing events regarding two repairs listed in the customer’s complaint letterThe first issue is the brake lamp and tachometer concernThe second is the alternator, pulley and belt concernAfter receiving this complaint by the Revdex.com, Mini of Rochester offered a refund to the customer as a goodwill gesture to resolve issue 1, leaving only issue in questionWe believe the documentation listed below supports no wrong doing on the part of Mini of Rochester, specifically issue The documentation outlines and supports a recent repair performed elsewhere regarding issue The repairs recommended and performed by Mini of Rochester resolved the customer’s issueMini of Rochester respectfully declines an offer for issue 2.July 17th 2015*** *** brought her Mini Cooper in to Mini of Rochester for the brake lamps staying on after the vehicle was turned off, and a tachometer that was inoperative.Our technician performed a compensative energy test along with replacement of some shorted fuses.During this process the brake lamps, along with the tachometer, began to operate as designed by the manufacturer, indicating the possibility of an intermittent issueDue to the fact we could go no further, the customer was notified to pick up her vehicle.July 20th 2015*** picked up her vehicle and returned stating the vehicle will not go over 10mphThe vehicle was left with our service department for a diagnosis.July 21st 2015Our technician diagnosed the vehicle as needing an alternator replacementThe alternator had a low voltage and charge rate reading causing a loss of power, which is what the customer experiencedThe service advisor also advised the customer that the vehicle may have other issues relating to this repair, he stated we will need to get the voltage to manufactures specifications to be able to test furtherThe customer authorized replacement of the alternator.Note: The customer stated on July 21st, at 3:18pm that an alternator clip and serpentine belt were recently replaced prior to arriving at our dealershipThis repair is noted in the customers letter regarding a July 4th no start issue that occurred in a car wash.July 22nd 2015A message was left with the customer by our service advisor at 8:30am on July 22nd, stating the vehicle is running better, although a burning smell was detected by the technician.At 8:48am, the customer called back and was advised by the service writer that our technician found a belt pulley worn to a point where it was allowing the belt to rub against a bolt, damaging the beltThe service advisor recommended replacement of the serpentine belt and pulleyThe customer stated she would call back after speaking with her parentsAt 8:56am, the customer called back and requested the service advisor call her father, ***.At 9:13am, the service advisor spoke with *** and explained what the technician found, along with the recommendation*** mentioned the belt in question is new and just replaced elsewhere, which supported the prior statement by *** (The pulley will continue to damage the belts until replaced)The repairs were authorized by*** along with a request that the service advisor return the failed alternator to himThe advisor put the alternator in a box in the customer’s vehicle on the back seat.The vehicle was completed and picked up by the customer, the customer states in her letter the vehicle was running okay after these repairs.July 24th 2015The customer experienced the original concern regarding the brake lamps and tachometer issueI received an email regarding the service issue and at 3:56pm, I responded and apologized along with inquiring about a previous accident repair that was mentioned to my advisor by the customerAt 5:21pm, *** responded by email and stated the collision center said they did all they can do.July 28th 2015A repair order was written to diagnose the brake lamps and tachometer issue at no charge to the customer as a goodwill gesture, continuing where we left off.July 31st 2015The service advisor left a message with *** stating our BMW field technician was helping diagnose and he felt it was one of the modules associated with this circuit.August 3rd 2015The service advisor left a message with *** at 5:22pm offering the use of a loaner vehicle to drive to ease the inconvenience while we were diagnosing her issue.August 6th 2015The service advisor left an additional message at 1:51pm with *** due to no response on the prior attempt offering a loaner vehicle to driveWe also requested the repair receipt from an accident repair the customer mentioned she had completed elsewhere.August 12th 2015The service advisor left a message with *** at 2:43pm requesting information on when this issue occurred in relation to the accident, whether it occurred before, during or after the accidentThe advisor also mentioned there was wiring the technician found that raised some concernsThe advisor recommended we go further behind the dash to trace the wiringA return message was left by *** stating the brake lamp and tachometer issue occurred during the accident.August 18th 2015*** emailed at 1:22pm stating she was not going to continue with the repairs and was taking the car back where the vehicle was originally purchasedShe asked if she could keep the rental car from the current date (Tuesday) until Friday, where I replied at 1:23pm that returning the rental on Friday was fine.August 21st 2015*** arrived to pick up her vehicleAs her vehicle was driven around the building to be delivered back to her, it was realized the right rear tire was very low on air, which apparently leaked out during the time the vehicle sat in our lot that weekThe tires on the vehicle were mismatched and the tread on this specific tire was extremely lowAs a goodwill gesture, the service advisor drove home and picked up a used tire he owns for his vehicle that has the same size tireThe tire was installed free of charge.Resolution Offer:Although the aforementioned issues are truly unfortunate, the responsibility of the customer’s repairs fall on the customerThe original concern of the brake lamp and tachometer issue was an involved diagnosis, not only to locate the issue which was narrowed down to one of the modules and subsequently replaced elsewhere, but also determining if there was any additional wiring issues that may have contributed to the module failureBased on the wire we observed that was installed incorrectly, there was concern other issues may be presentAs stated on repair order 96015128, dated July 28th, 2015, our technician repaired at no charge one overlaid wire that was installed in a connector in the wrong pin.As a goodwill gesture after receiving this complaint from The Revdex.com, Mini of Rochester reached out to the customer offering a refund in the amount of $213.79, which is the only amount paid to us by the customer for the brake lamp and tachometer issueThis refund, along with absorbing the cost of the rental vehicle and the additional wire tracing with the BMW field technician, should resolve this particular concern leaving no money paid to Mini of Rochester for the aforementioned issue.Regarding the alternator, pulley and belt issue; these repairs are not related to the original concern and as documented in the customer’s letter along with phone correspondence with both *** and ***, the alternator and belt were an issue prior to the vehicle coming in to Mini of RochesterAs documented, the alternator along with the belt and pulley replacement performed by Mini of Rochester did in fact resolve the customer’s issues regarding the loss of power.It appears, as stated in her letter, the customer is seeking reimbursement for this issue purely due to the fact the vehicle was in our care when the failure occurredThis alone is not an indication of any wrong doing on the part of Mini or Rochester any more than the car wash would be liable for the vehicle not starting which led to the original alternator clip and belt replacement performed elsewhereIt is clearly documented the alternator and belt were already the subject of issues prior to arriving at Mini of RochesterSubsequently this issue was repaired and resolved at Mini of RochesterMini of Rochester respectfully declines an offer for issue 2.After offering *** a refund in the amount of $213.79, *** replied she does not accept the offerWe would be happy to leave this offer on the table feeling it is a fair resolution.Should you have any questions or need further information, please feel free to contact us.Sincerely,Tom W***Mini of Rochester Service ManagerThe Dorschel Group
Good Afternoon, Please see the attached response to complaint ID *** Thank you,Caryn EM***Executive Assistant to Presidentp*** * ** *** The Dorschel GroupWest Henrietta Road | Rochester, NY
| ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Today is day 5, and I have not received any contact from Dorschel AutomotiveTheir claim of reaching out was not followed through withWe will be contacting the attorney general of Dorschel does not follow up on their intention of helping resolve this issue.
Regards,
Gary ***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards, *** *** I am sorryI assumed that you would need more but was not able to
find anywhere on the site to enter itI also need to apologize because
after reading the shops response, I realized that I was not clear on
what I needed form DorschelTheir attitude and comments were so
appalling that I was not thinking straight when I launched my original
complaint What I actually need from Dorschel is for them to do a
wriexplaining the problem with the doorsAwhile ago
I spoke with Kia about the problems with my vanThey said that I
needed to take it to a Kia dealership to have them document the problem
I did take it to them and they do admit that the doors were frozen shut
due to the weather but I need that in writingI also need them to say
that there is a problem with the door handles because of the doors
freezing shut-this they will not sayThey are saying that it was just
dirty and that there was some ice in there, so they cleaned them and all
is goodWell, obviously not because a day later the handles were
sticking again, resulting in having to put the baby down to open the
doors by reaching in from the outside in, and having her run into the
roadWhen I called back, after having the doors not work (after being
"fixed"), and in their statement to you, they are saying that there is
not a problemI have read that there is a new handle release cable that
will end this problemThey have never taken the handle apart to see
what the problem isI will admit that the problem is hard to see
because it is intermittent but the diagnosis should be more than a
visual inspectionThey need to take the handles apartMuch like a
patient complaining of a heart problem....you don't know what is
happening unless you look inside. I would also like to comment on Tom's commentsHe stated that only a few doors freeze and not open but all of them freeze and all of the handles do not work at times. He said that the handles are not broken of defective but they areHe
said that I never mentioned anything about the doors freezing and not
working but that is not true at allThe documents that he attached only
state work that was performed-not conversations that we hadNo work
was done because I was told that it was just the way that the van was
designed so there was no fix for itI was told to just keep the weather
stripping lubricated; which I have been, but it is no longer workingI
have brought my van in to them each time because of recallsI have
been driving for over years and have never had a vehicle with so many
recalls! I also find it bizarre that there is a design defect with
nothing that can be done about it-according to Dorschel. I
did bring my car there for the oil problem but declined them doing it
because they were three times more expensive than three other quotes in
the areaThe other shop that did the fix did more work that even
Dorschel quoted and charged much less! Kia has said that they would work with me if I could get Dorschel to document the issues
Resolution to the customers concerns were extended in the form of vehicle repair and later evolved to an option of
tradeThe full purchase price of the Audi was extended towards the purchase or lease of any New or Pre-Owned
vehicle of the customer’s choiceUltimately, the vehicles and
purchase options chosen did not meet the goals of the
customer based on bank lending restrictionsIn conclusion, both parties agreed to move forward with the repair of the
Audi and was accepted as a final resolution by the customer
As stated by the customer complaint, it was communicated that the vehicle had (4) summer tires, (2) with approximately
one season’s worth of use remainingAlthough all four tires were later deemed unsafe, we take responsibility for our
communicationAs a goodwill gesture, and expression of our gratitude, we would like to offer 50% off the purchase of
(4) tires to include mounting and balancing, or mount and balance (2) tires at no expense to the customer. Thank you,Caryn EM***Executive Assistant to President The Dorschel GroupWest Henrietta Road | Rochester, NY |
Second response to complaint dated March 8th, 2016, regarding Ms*** ***’s Kia Sedona vehicle concern for doors freezing up:Dorschel Kia examined the vehicle on March 3rd, with 146,miles on the vehicleThe manufacturer covers the vehicle for years, or 60,miles, whichever comes firstMs*** keeps her vehicle stored outside in sub freezing temperaturesWhen she brought the vehicle in, the passenger side front door handle would not return to the closed position and the passenger sliding door weather strip was frozen to the door frame due to ice (ambient temperatures were less than degrees). Once the vehicle thawed out, the doors operated as designed. The Dorschel Kia technician did not find component(s) broken or inoperative other than due to ice accumulationThe technician cleaned and put on a silicone lubricant on the mating surfaces of the weather strips and door openings to help prevent ice from sticking to the surfacesNo other repairs were made, as there were no components that required replacement. On March 29th, 2016, Ms*** came in to have Dorschel Kia confirm that the driver’s side sliding door handle would not open from the outsideDorschel Kia confirmed thisAt that time, the vehicle had 149,milesThe customer did not want Dorschel Kia to diagnose what was contributing to the condition of this door. No further action to taken by Dorschel Kia at this time. Sincerely, Scott R*** VP of Fixed Operations ***
Response to Complaint:Response to 2nd rejection from customer dated 10/14/2015 (complaint ID [redacted]) is below.To Whom It May Concern:The Dorschel Group has made every effort to resolve this issue in a fair, timely, and reasonable manner. We feel our most recent offer of $609.00 is extremely reasonable given the fact that we neither performed nor caused unnecessary repairs. Each offer we have made has been rejected, with no indication from the customer what the acceptable outcome would be. To continue our good faith effort to take care of this issue, we will keep the offer of $609.00 on the table for 90 days from the date of this letter. The Dorschel Group goes above and beyond to resolve customer issues as exhibited by our continued commitment to resolve this matter.Should you have any questions or need further information, please feel free to contact us.Sincerely,Tom W[redacted]Mini of Rochester Service ManagerThe Dorschel Group
Good Afternoon, Please see the attached response to Revdex.com complaint ID [redacted]. Please feel free to contact me with any questions. Thank you, [redacted] Administrative Assistant - Executive Offices p. ###-###-#### | f. ###-###-#### [redacted] The...
Dorschel Group 3817 West Henrietta Road | Rochester, NY 14623 | www.dorschel.com
Response to Complaint:Response to 2nd rejection from customer dated 10/14/(complaint ID [redacted] ) is below.To Whom It May Concern:The Dorschel Group has made every effort to resolve this issue in a fair, timely, and reasonable mannerWe feel our most recent offer of $is extremely reasonable given the fact that we neither performed nor caused unnecessary repairsEach offer we have made has been rejected, with no indication from the customer what the acceptable outcome would beTo continue our good faith effort to take care of this issue, we will keep the offer of $on the table for days from the date of this letterThe Dorschel Group goes above and beyond to resolve customer issues as exhibited by our continued commitment to resolve this matter.Should you have any questions or need further information, please feel free to contact us.Sincerely,Tom W [redacted] Mini of Rochester Service ManagerThe Dorschel Group
Good Morning,We have reached out to Mr [redacted] to address the concern detailed in his complaint regarding the oil change on his vehicleIt does appear that we overfilled the oil a little bit, and we have agreed to pay for an oil change closer to his home, as well as cover his next two oil changes at Dorschel KIAThe customer agreed that this was an acceptable offer and has acceptedWe apologize for inconveniencing the customerThank you, Caryn EM***Executive Assistant to President [redacted] | f [redacted] The Dorschel GroupWest Henrietta Road | Rochester, NY | www.dorschel.com
Good Afternoon, Please see the attached response to Revdex.com complaint ID [redacted] Please feel free to contact me with any questionsThank you, [redacted] Administrative Assistant - Executive Offices p###-###-#### | f
#-###-#### [redacted] The Dorschel Group West Henrietta Road | Rochester, NY | www.dorschel.com
In response to Mr [redacted] ***’s complaint submitted on 2/23/16: Prior to the customer purchasing the Chrysler Town and Country van, Dorschel did perform a battery test with a passing resultWhile Mr [redacted] did purchase an Extended Warranty, this warranty does not cover items such as a batteryAs of 2/24/2016, Dorschel has credited Mr [redacted] for the purchase of a battery as a good will gesture and a sign of our appreciation for his continued businessSincerely, Johnathan M [redacted] MINI of Rochester Dorschel Automotive Group
The Dorschel Group West Henrietta Road Rochester, NY April 20th, Revdex.com Bryant Woods South Amherst, New York RE: Revdex.com Complaint ID [redacted] Attention: ***, Complaint Handler, ext*** In response to Mr [redacted] [redacted] complaint dated April 9th, 2016: The Dorschel Automotive Group structures its business systems and processes to best ensure a quality service visit through our Express Service operationsUpon examination of the service visit last had by Mr [redacted] , more work was done on his vehicle than just the oil change that the customer requested, including a car wash along with a tire rotationWith the additional steps of having the car washed and tires rotated, the time taken to complete the transaction was longer then just having the oil changed on the vehicleOn average, each of the additional steps – the car wash and the tire rotation – adds approximately minutes to the processWhile reviewing this complaint, we have determined that we can make improvements in what we do, but we have no intention of making changes to our marketing strategySincerely, Scott *** [redacted] The Dorschel Group [redacted]
The manager of the Dorschel Collision Center has checked with the [redacted] Insurance Group (the insurer of the vehicle repaired) and has learned that [redacted] Insurance inspected the windshield and it was replaced by [redacted] Auto Glass as an addition to the insurance claim ($665.97)*** Insurance also sent a reimbursement check to the customer for $for one tire to match the new one that was replaced [redacted] Insurance also discovered the same issue that the Dorschel Collision Center experienced with matching the original tread pattern for the tires on Ms [redacted] ’s vehicle; the tire/tread pattern has been discontinuedThe [redacted] Insurance representative stated that the customers vehicle was inspected by another repair shop and diagnosed the excessive noise as rear tire chop wear, a prior unrelated conditionThis was the same diagnosis that the Dorschel Collision Center provided to the customerAs Vice President of Fixed Operations for the Dorschel Automotive Group, I have attempted to contact the customer, without success, to set up a meeting to discuss the issue, as the customer has requestedI have left voice mails and provided my personal cell phone number for the customer to to call me to minimize inconvenienceMs [redacted] attempted to return my call on 4/19/16, but I was unavailable to answer the phone at that timeI attempted to return Ms [redacted] ’s call on 4/19/16, and have not heard back from the customer as of yetThe Dorschel Automotive Group stands ready to discuss Ms [redacted] ’s concerns verbally over the phone or face to face as she has requested Sincerely, Scott RVP of Fixed Operations The Dorschel Group
Mrs [redacted] ’s Nissan Armada was brought to Dorschel Service on 9/19/for two primary concernsHer first concern was water getting past the seal on the rear hatchWe were able to duplicate the concern and replaced the rear hatch weather stripping using Nissan Goodwill Warranty, as the part was not covered by her extended warranty and it had been an issue in the pastHer second concern was regarding the heat, radio and GPS systems in the vehicleWe were not able to duplicate anything with this complaintWe reached out to Mrs [redacted] to obtain authorization to drive the vehicle to see if we could duplicate the problem, and we have the phone call documented, as all the calls in and out of the dealership are recordedAfter driving the vehicle, we were still never able to duplicate the concernMrs [redacted] then came to pick her vehicle up on 9/27/Mrs [redacted] returned with her vehicle on 10/7/stating that the problem with the heat, radio, and GPS system had gotten worseWe were able to duplicate her concern on Monday 10/10/It took two more days for it to be a consistent enough problem that we could contact Nissan Technical for some assistanceNissan Technical Assistance advised us to replace the A/V unit on 10/13/This unit needs to be removed, sent to United Radio, diagnosed by them, and then repaired by themThis is a three-week processMrs [redacted] stated that she was scheduled to go on vacation, leaving town 10/19/16, and she had to have a vehicle like hers, same size and it had to be able to towNeeding the tow capacity immediately eliminated any kind of rentalHer vehicle is not common by any means, but we were lucky to have one available for sale on our lotWith no obligation, as we just felt it was a good thing to do, we downed one of our inventory vehicles and borrowed the needed part from it to replace on her vehicleWe tested Mrs [redacted] ’s vehicle several times and it worked for us every timeI was confident that the vehicle was fixedWe filled her fuel tank at no charge to her for her trip and she then came to Dorschel and picked it upWhile Mrs [redacted] was on vacation, she phoned me stating the problem with the heat, radio and GPS had returnedI asked her to contact me upon her return so that she could bring the vehicle back in and we could have another lookMrs [redacted] returned to Dorschel with the vehicle on 11/1/We tried it on 11/1/and couldn’t get the issues to reoccurWe tried again the next day, 11/2/16, and we were able to duplicate the heating problem, but could not duplicate the GPS and radio problemWe replaced the heater control assembly and tested it multiple timesThe heating concern never returned, but we still had not duplicated the GPS and radio concernsMrs [redacted] had stated that the GPS/radio concern may take some time while driving the vehicle, so we asked permission to drive the vehicle to try and duplicate the concernMrs [redacted] said yes, we could drive the vehicle to duplicate the problem, on a recorded lineThe Master Nissan Technician that was working on her vehicle put his home address into the GPS and had no problems going home or coming back into work the next dayWe called her on 11/3/to tell her the news and see how she would like to proceedWe told her we would be happy to drive it more if she wanted us toDuring that phone call, Mrs [redacted] suddenly accused us of damaging her truck on the previous visitMrs [redacted] had been driving the truck for the last several weeks but had not mentioned the damage until this phone callOur Service Advisor then simply asked why she had not mentioned the damage until that time, and Mrs [redacted] then threatened to show up with the police and make a scene in our showroom, and then hung up the phoneMrs [redacted] then left me a voicemail saying the same thingI called her back, got her voicemail, and left a message to please call me so we could try and resolve the issueI did not receive a return call from Mrs [redacted] The next morning, 11/4/16, Mrs [redacted] ’s husband came in to pick up the vehicleWe discussed what had transpired on the phone the day beforeMr [redacted] was going to drive the vehicle over the weekend to help us confirm that it was fixed, or to see if the problems arose againAt that time, Mr [redacted] and I went out to the vehicle to look for the damage that Mrs [redacted] stated happened while at DorschelTogether we found a little door ding that we could fix, no problemMr [redacted] was appreciative, and stated that he had told Mrs [redacted] that the damage could have happened anywhere, as it had been a few weeks since her vehicle was last in for serviceMrs [redacted] returned my voicemail at some point over the weekend (11/or 11/6), as it was on my phone on the morning of 11/7/She clearly stated that she didn’t want to talk with us about her vehicle anymore and that all communication would need to go through her husband going forwardMrs [redacted] also claimed in the voicemail that we damaged her vehicle againShe stated that there was now a chip in the windshield that wasn’t there beforeI spoke with Mr [redacted] around the lunch hour on 11/7/He was unaware that she had contacted the Revdex.com, and was also unaware of a new chip in the windshieldMr [redacted] stated he had not noticed anything while driving it over the weekendOn 11/7/16, Dorschel was notified that Mrs [redacted] contacted the Revdex.com again and stated that we told her that we would take action if she shared her experience with the public in any wayWe have not, and will never, threaten a customer in this wayI had asked Mr [redacted] if he would consider removing the claim to the Revdex.com, as we are continuing to try and make good on Mrs [redacted] ’s experienceDorschel Nissan’s Mrs [redacted] claims there was damage to the right side of the vehicle when she picked it upWe were not notified of this damage for several weeksWe give our customers a 24-hour timeframe to notify us of any damage they feel happened while in our careWhenever there is doubt, we always favor on the side of our customerIn this matter, it had been several weeks between picking up the vehicle and notifying us of the damageI had discussed this with Mr [redacted] and he had agreed that the damage could have happened anywhere as it had been several weeks since the vehicle had been picked up.Mrs [redacted] ’s request to repair the windshield on her vehicle is deniedAll communications and business dealings of any kind with the [redacted] family will be done through Mr [redacted] solelyAny business request for service or communications from Mrs [redacted] will be denied
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Please see the attached response to complaint ID ***, along with the supporting documentsPlease contact me with any questions.Thank you, Caryn E***Administrative Assistant - Executive OfficesThe Dorschel GroupWest Henrietta Road | Rochester, NY | www.dorschel.comIn response to
*Kia Service ManagerThe Dorschel Group
Ms*** ***’s complaint dated March 8th, 2016: On Wednesday 3/2/16, Ms*** arrived in our service drive at approximately 4:45pm so we could briefly look at the door handles on her KIA SedonaAt that time, all four doors outside handles were operating, with the only note that the passenger side front handle did not easily return to the positionThe customer stated that the passenger side doors would be frozen shut in the morning when parked in her driveway overnightThe customer stated that they live on a hill and the wind blows very hard on to that side of the carThe customer also stated that the driver side rear sliding door would sometimes not open or open partiallyAt this time it was agreed that the customer would go to an event that was previously scheduled and return that evening to leave the vehicle in the night dropIt was also agreed that they would run the vehicle through a carwash before leaving it so it would simulate wet road conditions (current weather was clear and cold). On Thursday 3/3/at 7:06am, repair order (attached) was generated, the vehicles mileage was 146,Upon inspection of the vehicle outside of the building, we found the passenger side front door and passenger side rear sliding door frozen with ice and would not open (outside temperature was below degrees) The driver side front door and driver side rear sliding door opened as normalThe vehicle was then pulled in to the shop and we found ice buildup and dirt in the outside handle on the passenger side front door handle and ice buildup on the lower part of the passenger side sliding door weather stripAfter approximately minutes the ice was melted and the doors worked as they did the previous eveningThe technician cleaned and lubricated the passenger front door outside handle and confirmed that it was then operating as designedThe technician also cleaned and lubed all four door weather stripsWe informed the customer that there were no broken or defective partsThe concern was caused by water freezing in the RH front door handle and on the RH rear sliding door weather stripThe replacement of any parts will not change this conditionThe customer picked the vehicle up at 5:00pm on 3/3/16.The following is a list of all the previous service visits by this customer with this vehicle to our facility: 2/7/- Repair Order# *** - 65,miles(Warranty expired at 60,miles)Customer was in to complete three recall service campaigns and an oil changeCustomer did not mention any door issues or concerns(Attached)10/10/- Repair Order# *** - 92,milesCustomer was in to complete two recall service campaignsCustomer did not mention any door issues or concerns(Attached)6/22/- Repair Order# *** - 118,milesCustomer was in to have an oil leak diagnosedCustomer did not mention any door issues or concerns(Attached) Customer declined oil leak repair.There is no other history of this vehicle being at our facility.This vehicle is out of the manufacturer warrantyAs a result, the issue lies between the customer and KIA, the manufacturer.Sincerely,Tom S
Please see the attached response to complaint ID ***Please contact me with any questions of concerns. Thank you,*** ** ***Administrative Assistant - Executive Officesp| f585.334.8065*** The Dorschel GroupWest Henrietta Road | Rochester, NY | www.dorschel.com
Please see the attached response to complaint ID *** and contact me with any questions.Thank you,*** ** ***Administrative Assistant - Executive Officesp###-###-#### | f
#-###-####*** The Dorschel GroupWest Henrietta Road | Rochester,
NY
| www.dorschel.com
Response to Complaint:In response to the recent complaint dated September 16th, (complaint ID ***) regarding a Mini Cooper with 87,miles.Customer’s desired settlement:1) A refund of the money paid towards the brake light and tachometer issue.2) A refund for the unrelated repairs
of the alternator and pulley.To Whom It May Concern:Below you will find documentation summarizing events regarding two repairs listed in the customer’s complaint letterThe first issue is the brake lamp and tachometer concernThe second is the alternator, pulley and belt concernAfter receiving this complaint by the Revdex.com, Mini of Rochester offered a refund to the customer as a goodwill gesture to resolve issue 1, leaving only issue in questionWe believe the documentation listed below supports no wrong doing on the part of Mini of Rochester, specifically issue The documentation outlines and supports a recent repair performed elsewhere regarding issue The repairs recommended and performed by Mini of Rochester resolved the customer’s issueMini of Rochester respectfully declines an offer for issue 2.July 17th 2015*** *** brought her Mini Cooper in to Mini of Rochester for the brake lamps staying on after the vehicle was turned off, and a tachometer that was inoperative.Our technician performed a compensative energy test along with replacement of some shorted fuses.During this process the brake lamps, along with the tachometer, began to operate as designed by the manufacturer, indicating the possibility of an intermittent issueDue to the fact we could go no further, the customer was notified to pick up her vehicle.July 20th 2015*** picked up her vehicle and returned stating the vehicle will not go over 10mphThe vehicle was left with our service department for a diagnosis.July 21st 2015Our technician diagnosed the vehicle as needing an alternator replacementThe alternator had a low voltage and charge rate reading causing a loss of power, which is what the customer experiencedThe service advisor also advised the customer that the vehicle may have other issues relating to this repair, he stated we will need to get the voltage to manufactures specifications to be able to test furtherThe customer authorized replacement of the alternator.Note: The customer stated on July 21st, at 3:18pm that an alternator clip and serpentine belt were recently replaced prior to arriving at our dealershipThis repair is noted in the customers letter regarding a July 4th no start issue that occurred in a car wash.July 22nd 2015A message was left with the customer by our service advisor at 8:30am on July 22nd, stating the vehicle is running better, although a burning smell was detected by the technician.At 8:48am, the customer called back and was advised by the service writer that our technician found a belt pulley worn to a point where it was allowing the belt to rub against a bolt, damaging the beltThe service advisor recommended replacement of the serpentine belt and pulleyThe customer stated she would call back after speaking with her parentsAt 8:56am, the customer called back and requested the service advisor call her father, ***.At 9:13am, the service advisor spoke with *** and explained what the technician found, along with the recommendation*** mentioned the belt in question is new and just replaced elsewhere, which supported the prior statement by *** (The pulley will continue to damage the belts until replaced)The repairs were authorized by*** along with a request that the service advisor return the failed alternator to himThe advisor put the alternator in a box in the customer’s vehicle on the back seat.The vehicle was completed and picked up by the customer, the customer states in her letter the vehicle was running okay after these repairs.July 24th 2015The customer experienced the original concern regarding the brake lamps and tachometer issueI received an email regarding the service issue and at 3:56pm, I responded and apologized along with inquiring about a previous accident repair that was mentioned to my advisor by the customerAt 5:21pm, *** responded by email and stated the collision center said they did all they can do.July 28th 2015A repair order was written to diagnose the brake lamps and tachometer issue at no charge to the customer as a goodwill gesture, continuing where we left off.July 31st 2015The service advisor left a message with *** stating our BMW field technician was helping diagnose and he felt it was one of the modules associated with this circuit.August 3rd 2015The service advisor left a message with *** at 5:22pm offering the use of a loaner vehicle to drive to ease the inconvenience while we were diagnosing her issue.August 6th 2015The service advisor left an additional message at 1:51pm with *** due to no response on the prior attempt offering a loaner vehicle to driveWe also requested the repair receipt from an accident repair the customer mentioned she had completed elsewhere.August 12th 2015The service advisor left a message with *** at 2:43pm requesting information on when this issue occurred in relation to the accident, whether it occurred before, during or after the accidentThe advisor also mentioned there was wiring the technician found that raised some concernsThe advisor recommended we go further behind the dash to trace the wiringA return message was left by *** stating the brake lamp and tachometer issue occurred during the accident.August 18th 2015*** emailed at 1:22pm stating she was not going to continue with the repairs and was taking the car back where the vehicle was originally purchasedShe asked if she could keep the rental car from the current date (Tuesday) until Friday, where I replied at 1:23pm that returning the rental on Friday was fine.August 21st 2015*** arrived to pick up her vehicleAs her vehicle was driven around the building to be delivered back to her, it was realized the right rear tire was very low on air, which apparently leaked out during the time the vehicle sat in our lot that weekThe tires on the vehicle were mismatched and the tread on this specific tire was extremely lowAs a goodwill gesture, the service advisor drove home and picked up a used tire he owns for his vehicle that has the same size tireThe tire was installed free of charge.Resolution Offer:Although the aforementioned issues are truly unfortunate, the responsibility of the customer’s repairs fall on the customerThe original concern of the brake lamp and tachometer issue was an involved diagnosis, not only to locate the issue which was narrowed down to one of the modules and subsequently replaced elsewhere, but also determining if there was any additional wiring issues that may have contributed to the module failureBased on the wire we observed that was installed incorrectly, there was concern other issues may be presentAs stated on repair order 96015128, dated July 28th, 2015, our technician repaired at no charge one overlaid wire that was installed in a connector in the wrong pin.As a goodwill gesture after receiving this complaint from The Revdex.com, Mini of Rochester reached out to the customer offering a refund in the amount of $213.79, which is the only amount paid to us by the customer for the brake lamp and tachometer issueThis refund, along with absorbing the cost of the rental vehicle and the additional wire tracing with the BMW field technician, should resolve this particular concern leaving no money paid to Mini of Rochester for the aforementioned issue.Regarding the alternator, pulley and belt issue; these repairs are not related to the original concern and as documented in the customer’s letter along with phone correspondence with both *** and ***, the alternator and belt were an issue prior to the vehicle coming in to Mini of RochesterAs documented, the alternator along with the belt and pulley replacement performed by Mini of Rochester did in fact resolve the customer’s issues regarding the loss of power.It appears, as stated in her letter, the customer is seeking reimbursement for this issue purely due to the fact the vehicle was in our care when the failure occurredThis alone is not an indication of any wrong doing on the part of Mini or Rochester any more than the car wash would be liable for the vehicle not starting which led to the original alternator clip and belt replacement performed elsewhereIt is clearly documented the alternator and belt were already the subject of issues prior to arriving at Mini of RochesterSubsequently this issue was repaired and resolved at Mini of RochesterMini of Rochester respectfully declines an offer for issue 2.After offering *** a refund in the amount of $213.79, *** replied she does not accept the offerWe would be happy to leave this offer on the table feeling it is a fair resolution.Should you have any questions or need further information, please feel free to contact us.Sincerely,Tom W***Mini of Rochester Service ManagerThe Dorschel Group
Good Afternoon, Please see the attached response to complaint ID *** Thank you,Caryn EM***Executive Assistant to Presidentp*** * ** *** The Dorschel GroupWest Henrietta Road | Rochester, NY
| ***
Please see the attached response to complaint ID ***Please contact me with any questionsThank you, Caryn MAdministrative Assistant - Executive Offices
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Today is day 5, and I have not received any contact from Dorschel AutomotiveTheir claim of reaching out was not followed through withWe will be contacting the attorney general of Dorschel does not follow up on their intention of helping resolve this issue.
Regards,
Gary ***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards, *** *** I am sorryI assumed that you would need more but was not able to
find anywhere on the site to enter itI also need to apologize because
after reading the shops response, I realized that I was not clear on
what I needed form DorschelTheir attitude and comments were so
appalling that I was not thinking straight when I launched my original
complaint What I actually need from Dorschel is for them to do a
wriexplaining the problem with the doorsAwhile ago
I spoke with Kia about the problems with my vanThey said that I
needed to take it to a Kia dealership to have them document the problem
I did take it to them and they do admit that the doors were frozen shut
due to the weather but I need that in writingI also need them to say
that there is a problem with the door handles because of the doors
freezing shut-this they will not sayThey are saying that it was just
dirty and that there was some ice in there, so they cleaned them and all
is goodWell, obviously not because a day later the handles were
sticking again, resulting in having to put the baby down to open the
doors by reaching in from the outside in, and having her run into the
roadWhen I called back, after having the doors not work (after being
"fixed"), and in their statement to you, they are saying that there is
not a problemI have read that there is a new handle release cable that
will end this problemThey have never taken the handle apart to see
what the problem isI will admit that the problem is hard to see
because it is intermittent but the diagnosis should be more than a
visual inspectionThey need to take the handles apartMuch like a
patient complaining of a heart problem....you don't know what is
happening unless you look inside. I would also like to comment on Tom's commentsHe stated that only a few doors freeze and not open but all of them freeze and all of the handles do not work at times. He said that the handles are not broken of defective but they areHe
said that I never mentioned anything about the doors freezing and not
working but that is not true at allThe documents that he attached only
state work that was performed-not conversations that we hadNo work
was done because I was told that it was just the way that the van was
designed so there was no fix for itI was told to just keep the weather
stripping lubricated; which I have been, but it is no longer workingI
have brought my van in to them each time because of recallsI have
been driving for over years and have never had a vehicle with so many
recalls! I also find it bizarre that there is a design defect with
nothing that can be done about it-according to Dorschel. I
did bring my car there for the oil problem but declined them doing it
because they were three times more expensive than three other quotes in
the areaThe other shop that did the fix did more work that even
Dorschel quoted and charged much less! Kia has said that they would work with me if I could get Dorschel to document the issues
Resolution to the customers concerns were extended in the form of vehicle repair and later evolved to an option of
tradeThe full purchase price of the Audi was extended towards the purchase or lease of any New or Pre-Owned
vehicle of the customer’s choiceUltimately, the vehicles and
purchase options chosen did not meet the goals of the
customer based on bank lending restrictionsIn conclusion, both parties agreed to move forward with the repair of the
Audi and was accepted as a final resolution by the customer
As stated by the customer complaint, it was communicated that the vehicle had (4) summer tires, (2) with approximately
one season’s worth of use remainingAlthough all four tires were later deemed unsafe, we take responsibility for our
communicationAs a goodwill gesture, and expression of our gratitude, we would like to offer 50% off the purchase of
(4) tires to include mounting and balancing, or mount and balance (2) tires at no expense to the customer. Thank you,Caryn EM***Executive Assistant to President The Dorschel GroupWest Henrietta Road | Rochester, NY |
Second response to complaint dated March 8th, 2016, regarding Ms*** ***’s Kia Sedona vehicle concern for doors freezing up:Dorschel Kia examined the vehicle on March 3rd, with 146,miles on the vehicleThe manufacturer covers the vehicle for years, or 60,miles, whichever comes firstMs*** keeps her vehicle stored outside in sub freezing temperaturesWhen she brought the vehicle in, the passenger side front door handle would not return to the closed position and the passenger sliding door weather strip was frozen to the door frame due to ice (ambient temperatures were less than degrees). Once the vehicle thawed out, the doors operated as designed. The Dorschel Kia technician did not find component(s) broken or inoperative other than due to ice accumulationThe technician cleaned and put on a silicone lubricant on the mating surfaces of the weather strips and door openings to help prevent ice from sticking to the surfacesNo other repairs were made, as there were no components that required replacement. On March 29th, 2016, Ms*** came in to have Dorschel Kia confirm that the driver’s side sliding door handle would not open from the outsideDorschel Kia confirmed thisAt that time, the vehicle had 149,milesThe customer did not want Dorschel Kia to diagnose what was contributing to the condition of this door. No further action to taken by Dorschel Kia at this time. Sincerely, Scott R*** VP of Fixed Operations ***
Response to Complaint:Response to 2nd rejection from customer dated 10/14/2015 (complaint ID [redacted]) is below.To Whom It May Concern:The Dorschel Group has made every effort to resolve this issue in a fair, timely, and reasonable manner. We feel our most recent offer of $609.00 is extremely reasonable given the fact that we neither performed nor caused unnecessary repairs. Each offer we have made has been rejected, with no indication from the customer what the acceptable outcome would be. To continue our good faith effort to take care of this issue, we will keep the offer of $609.00 on the table for 90 days from the date of this letter. The Dorschel Group goes above and beyond to resolve customer issues as exhibited by our continued commitment to resolve this matter.Should you have any questions or need further information, please feel free to contact us.Sincerely,Tom W[redacted]Mini of Rochester Service ManagerThe Dorschel Group
Good Afternoon, Please see the attached response to Revdex.com complaint ID [redacted]. Please feel free to contact me with any questions. Thank you, [redacted] Administrative Assistant - Executive Offices p. ###-###-#### | f. ###-###-#### [redacted] The...
Dorschel Group 3817 West Henrietta Road | Rochester, NY 14623 | www.dorschel.com