Crystal Auto Mall

My service experience on July 7, for when I went in for an oil change and brakes needed to be serviced When I arrived to your service area, I was spoken very rudely by a service advisor , which I can’t recall his name but Mike Suchmeme (a service manager) knows about this, and this guy was immediately rude to me He did not say hello and began advising that “we are going to charge you a diagnostic fee” After that, I was assigned to someone else to assist me w/ writing up this service ticket I received a call the following day advising that I needed front brake pads, rotors and a calibar The calibar was covered under the extended warranty that I purchased from Crystal toyota a few years back After Crystal had my vehicle for days, I was fianlly contacted and was told that my car was ready for pick up I picked up my car and shortly after I realized that I began hearing rattle noice from the front wheels I thought it was nothing until in the coming days/weeks, the noinse began getting louder and louder until I decided to take it to a local shop to have it checked out After this shop took my vehicle for a test drive, he advised me that the whomever replaced my calipar and brake work in the front, they DID NOT finish an Anti-rattle clip and that he was shocked that the tech could forget that I then immediately called the service area and attempted to talk to a manager there named Carl, he refused to talk to me on several occassions At one time, the recoptionist there named Kathry was telling him, as he stands near her and refuses to get on the phone, what I was saying and telling me what he was saying I couldn't get any where that way so I called back and requested to speak to another manager This time I spoke w/ Mike I explained him what had happened and told him that I would come and show him the pics of the missing anti-rattle clip that his tech never put in which, thank god, wasn't dangerous but did cost me lots of time having to take time out of work to go to another shop and get it dignosed, and also cost me Money He did say he would reimburse me for that I also advised him that I was also overcharged for the oil change by about $and he looked at the invoice and was shocked I can't believe how a tech at a reputable dealership can forget to put an anti rattle clip part back, expecially at the rates they charge VERY BAD, if you ask me and then overcharging their customers, like whole foods was doing I do have the invoice if you request to see it Best Regards, Sal Ghobrial 908-377-

The customer was contacted and returned to the dealership on Sept 6, fora full breakdown of the lease contract.After going over the contract with the customer she now understands thatshe changed the allowed mileage to 18,miles per yearThe national programonly offers 12,with $down plus applicable fees and taxes.She put less money down and increased the mileage allowance so the termswere changed to make the payments less per monthAfter explaining all of thisto her she was now more comfortable with the deal and understands thetransaction much betterWe are concerned and disappointed to hear that the [redacted] did not meet Mrs [redacted] expectations, so as agood will gesture we have provided a free maintenance service contract for theremainder of this leaseContract # [redacted] [redacted] Auto Mall will continue to work with Mrs [redacted] to ensure she is completelysatisfied with regards to this experienceWe respectfully request that you close this file

We have contacted Mr [redacted] and have refunded him $171.14 on his [redacted] card. I have one of my managers call him and review his concerns. He is happy with this resolution and we respectfully request that you close this complaint.
Any question or concerns please feel free...

to contact me [redacted]

Upon reviewing this customers complaint it seems that the customer wants Crystal Auto Mall to be responsible for his sons accident. Any and all monies he put into this vehicle and it's malfunctions are related to the accident. He did not disclose the accident when he first had the car...

towed here so we fixed the vehicle based on the error messages we recieved during our checkup. After his second return we discovered the damage from the accident and informed him we could not fix the vehicle, it needed to be brought to a body shop. He choose to drive the vehicle causing any further damage. We are not going to reimburse him for tires or any monies he has had to pay. He should contact his insurance company if the car was not fixed properly from HIS SON'S ACCIDENT.
We respectfully request you close this file.

My service experience on July 7, 2015 for when I went in for an oil change and brakes needed to be serviced. When I arrived to your service area, I was spoken very rudely by a service advisor , which I can’t recall his name but Mike Suchmeme (a service manager) knows about this, and this guy was immediately rude to me. He did not say hello and began advising that “we are going to charge you a diagnostic fee”. After that, I was assigned to someone else to assist me w/ writing up this service ticket. I received a call the following day advising that I needed front brake pads, rotors and a calibar. The calibar was covered under the extended warranty that I purchased from Crystal toyota a few years back. After Crystal had my vehicle for 4 days, I was fianlly contacted and was told that my car was ready for pick up. I picked up my car and shortly after I realized that I began hearing rattle noice from the front wheels. I thought it was nothing until in the coming days/weeks, the noinse began getting louder and louder until I decided to take it to a local shop to have it checked out. After this shop took my vehicle for a test drive, he advised me that the whomever replaced my calipar and brake work in the front, they DID NOT finish an Anti-rattle clip and that he was shocked that the tech could forget that. I then immediately called the service area and attempted to talk to a manager there named Carl, he refused to talk to me on several occassions. At one time, the recoptionist there named Kathry was telling him, as he stands near her and refuses to get on the phone, what I was saying and telling me what he was saying. I couldn't get any where that way so I called back and requested to speak to another manager. This time I spoke w/ Mike. I explained him what had happened and told him that I would come and show him the pics of the missing anti-rattle clip that his tech never put in which, thank god, wasn't dangerous but did cost me lots of time having to take time out of work to go to another shop and get it dignosed, and also cost me Money. He did say he would reimburse me for that. I also advised him that I was also overcharged for the oil change by about $20 and he looked at the invoice and was shocked. I can't believe how a tech at a reputable dealership can forget to put an anti rattle clip part back, expecially at the rates they charge. VERY BAD, if you ask me and then overcharging their customers, like whole foods was doing. I do have the invoice if you request to see it.



Best Regards,

Sal Ghobrial

908-377-7189

The customer was contacted and returned to the dealership on Sept 6, 2014 fora full breakdown of the lease contract.After going over the contract with the customer she now understands thatshe changed the allowed mileage to 18,000 miles per year. The national...

programonly offers 12,000 with $2399.00 down plus applicable fees and taxes.She put less money down and increased the mileage allowance so the termswere changed to make the payments less per month. After explaining all of thisto her she was now more comfortable with the deal and understands thetransaction much better. We are concerned and disappointed to hear that the [redacted]  did not meet Mrs. [redacted] expectations, so as agood will gesture we have provided a free maintenance service contract for theremainder of this lease. Contract # [redacted].[redacted] Auto Mall will continue to work with Mrs. [redacted] to ensure she is completelysatisfied with regards to this experience. We respectfully request that you close this file.

Complaint: [redacted]
I am rejecting this response because:
 
I never said I would come to pick...

it up. On the contrary, I was told - more than once - that the situation would be discussed with bookkeeping and the check mailed.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

My service experience on July 7, 2015 for when I went in for an oil change and brakes needed to be serviced. When I arrived to your service area, I was spoken very rudely by a service advisor , which I can’t recall his name but Mike Suchmeme (a service manager) knows about this, and this guy was immediately rude to me. He did not say hello and began advising that “we are going to charge you a diagnostic fee”. After that, I was assigned to someone else to assist me w/ writing up this service ticket. I received a call the following day advising that I needed front brake pads, rotors and a calibar. The calibar was covered under the extended warranty that I purchased from Crystal toyota a few years back. After Crystal had my vehicle for 4 days, I was fianlly contacted and was told that my car was ready for pick up. I picked up my car and shortly after I realized that I began hearing rattle noice from the front wheels. I thought it was nothing until in the coming days/weeks, the noinse began getting louder and louder until I decided to take it to a local shop to have it checked out. After this shop took my vehicle for a test drive, he advised me that the whomever replaced my calipar and brake work in the front, they DID NOT finish an Anti-rattle clip and that he was shocked that the tech could forget that. I then immediately called the service area and attempted to talk to a manager there named Carl, he refused to talk to me on several occassions. At one time, the recoptionist there named Kathry was telling him, as he stands near her and refuses to get on the phone, what I was saying and telling me what he was saying. I couldn't get any where that way so I called back and requested to speak to another manager. This time I spoke w/ Mike. I explained him what had happened and told him that I would come and show him the pics of the missing anti-rattle clip that his tech never put in which, thank god, wasn't dangerous but did cost me lots of time having to take time out of work to go to another shop and get it dignosed, and also cost me Money. He did say he would reimburse me for that. I also advised him that I was also overcharged for the oil change by about $20 and he looked at the invoice and was shocked. I can't believe how a tech at a reputable dealership can forget to put an anti rattle clip part back, expecially at the rates they charge. VERY BAD, if you ask me and then overcharging their customers, like whole foods was doing. I do have the invoice if you request to see it.

Best Regards,

Sal Ghobrial

908-377-7189

Review: On January 7th, 2014 my 2013 Mazda 5 was towed to Crystal Auto Mall following an accident my son had. After it was inspected by the technician, the company told me the only problem was that my spark plugs had to be replaced. They later replaced the spark plugs and told me my vehicle was safe to drive again. The next day, my vehicle was unable to start again. Once again, it was towed to Crystal Auto Mall. The car was inspected a second time and I was told the problem was because of the radiator. At the time, Crystal Auto Mall said they could not repair the problem and asked me to have the vehicle towed elsewhere. I purchased a new radiator and water hose from them and had my vehicle towed to [redacted] in [redacted], NJ. Afterwards, [redacted] installed the new radiator and hose and told me I could pick it up. The next day, my vehicle broke down on the road again. I called and asked [redacted] to tow it back to [redacted]. After my vehicle was inspected once again, the technician informed me the problem was with the head gasket. [redacted] told me they could not repair the problem and so I had my vehicle towed again to Crystal Auto Mall. After leaving my vehicle in Crystal Auto Mall for four days, I returned to ask an employee what was wrong with my vehicle. This time, I was told there was damage to my engine and I would need to call my insurance company to file a claim. The insurance company denied my claim because, according to them, my vehicle should not have been driven after the accident. Allowing my vehicle to be driven with a damaged engine causes excessive damage. In another case, I was constantly getting flat tires after I bought my Mazda 5. When I took my vehicle to [redacted], they told me the tires in my Mazda 5 were at least 2 years old. For my safety, I have had to spend nearly $800 to replace all four tires. The car company wants me to continue to pay the car loan for an automobile that is no longer operable.Desired Settlement: I tried to contact the headquarters of the Mazda Company in California. I also tried to contact another office in Arizona. I asked them for a written document. I faxed and emailed them my own documents with return receipts, stating they had received them. The Mazda Company lied and said they did not receive the emails and faxes. The reason I requested documents in an email is because the Mazda Company is full of liars and cheaters. I requested all of the communication to be written. The return receipts are proof they received my emails and faxes. I do not trust them anymore. I am requesting they return me the $800 I spent to replace my four tires, terminate the car sale agreement, and not ask me to repay them the money requested for the amount for the remainder of the car loan. The cost of the damage to the automobile was caused by false direction and Crystal Auto Mall admitted their technician didn't inspect the vehicle carefully enough before returning it to me.

Business

Response:

Upon reviewing this customers complaint it seems that the customer wants Crystal Auto Mall to be responsible for his sons accident. Any and all monies he put into this vehicle and it's malfunctions are related to the accident. He did not disclose the accident when he first had the car towed here so we fixed the vehicle based on the error messages we recieved during our checkup. After his second return we discovered the damage from the accident and informed him we could not fix the vehicle, it needed to be brought to a body shop. He choose to drive the vehicle causing any further damage. We are not going to reimburse him for tires or any monies he has had to pay. He should contact his insurance company if the car was not fixed properly from HIS SON'S ACCIDENT.

We respectfully request you close this file.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Review: August 29,2014 I went to [redacted] Auto Mall inquiring about a commercial I'd seen regarding a Toyota Prius lease. The salesman first name is [redacted]. He totally misrepresented the national Toyota advertisement by telling me the program was $4,500 total out of pocket and the terms was for 36 months to be $179/month and an additional $27/month for every 3,000 additional miles (I need 18,000 mi/yr). I also had a 2007 VW Jetta to trade which I owed $2,090.

[redacted] took my car to be apprised and told me the value was a "wash". He proceeded to tell me the best that he can do is $2400 cash out of pocket to be $240/month for 36 months to get 18,000/miles per year. I took the deal because I was under the impression the deal was the national programs discount and the dealer was showing additional savings from the down payment. I went to the finance department to sign the contract. The F&I salesman name is [redacted]. He did not actually show the contract or walked us through deal. He just repeated the payment and terms and had me sign an electronic key pad before printing the contract.

When I got home and sat down to read the contract, it showed my trade was worth $3,000, there was also a manufacturer's rebate for $1,500. I also seen the Toyota national commercial that said the terms for the $179 Prius was for $2,400 due at signing for 24 months not 36 like [redacted] stated in his lie to me.Desired Settlement: I want the Toyota national program adjusted for 18,000/year and refund of the $1,000 since I had equity in my 2007 VW Jetta or the payment reduced to reflect the additional down payment.

Business

Response:

The customer was contacted and returned to the dealership on Sept 6, 2014 fora full breakdown of the lease contract.After going over the contract with the customer she now understands thatshe changed the allowed mileage to 18,000 miles per year. The national programonly offers 12,000 with $2399.00 down plus applicable fees and taxes.She put less money down and increased the mileage allowance so the termswere changed to make the payments less per month. After explaining all of thisto her she was now more comfortable with the deal and understands thetransaction much better. We are concerned and disappointed to hear that the [redacted] did not meet Mrs. [redacted] expectations, so as agood will gesture we have provided a free maintenance service contract for theremainder of this lease. Contract # [redacted].[redacted] Auto Mall will continue to work with Mrs. [redacted] to ensure she is completelysatisfied with regards to this experience. We respectfully request that you close this file.