Dean Team Automotive of St. Louis

Initial Business Response / [redacted] (1000, 5, 2016/03/03) */ The dealership is/has been trying to locate a set of re purposed headrests for Mr [redacted] 's vehicle as promisedUnfortunately, matching the color has been difficultWe will certainly honor our promise to send him replacements as soon as we can Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The desired resolution indicates a source for the headrestsIt's been over five months of waiting with no response via email, text, or phone in regards to this issueThis is major safety issue for rear passengers in the event of an accident that has denied me the ability to transport anyone with piece of mindPlease rectify by agreeing to the proposed solution Final Business Response / [redacted] (1000, 9, 2016/03/03) */ Volvo of Brentwood did place an order with Land Rover for new headrestsOne is on backorder for up to weeksWe will continue to look for pre owned replacements in order to deliver these "owed" items in a more timely mannerEither way, Mr [redacted] will get the headrests

Initial Business Response / [redacted] (1000, 6, 2016/02/19) */ If the complainant could please provide us with a copy of the invoice for the $we will be more than willing to reimburse the moneyWe will then look into the remainder of the complaint Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/02/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the business response because it shows they are at least trying to stand by their word by reimbursing me and their product that they sold me

When customer was here at the dealership to take delivery of the Audi RSthey inspected and test drove the vehicle and found it to be in good condition and went forward with there decision to purchase the carThat being said we have decided to offer them a dollar reimbursement to cover the cost of there oil top off and two front tiresWe are currently waiting on there response to this offer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] PS: As of today the bank has not received the check, but as soon as they do I will accept Dean Team's response

Initial Business Response / [redacted] (1000, 5, 2016/03/01) */ At the time of purchase, only (1) key to the pre owned Subaru was locatedThe [redacted] were told by their salesperson he would check the next morning to see if another key could be locatedAt no time were they ever told another existed nor were they promised oneThe [redacted] were notified the next day in regards to only having one key availableA second key was never part of the agreementWe did provide all weather mats as this was agreed to per the sale details As a kind gesture, the dealership has offered $to help with the expense of an additional key purchase if the [redacted] so chooseThis reimbursement seems fair as nothing was promised in regards to another key

Mr [redacted] states he contacted the complainant and told her that her emails were going to his "junk" mail I will follow up with him on Friday, 2/9/

Complaint: [redacted] I am rejecting this response because:What they wrote is a lie I have received the refund check However, what they are claiming about submitting the refund request etc is not true I originally contacted him in November right after I purchased my new car I called his office repeatedly with no call backs I emailed him numerous times with never an answer, and he stated that it went in his junk mail, then it was, oh, I was out of the office Always an excuse, with the end result he was hoping I would just get tired and go away so they wouldn't have to refund the money Shady and unethical behavior Sincerely, [redacted]

To whom it may concern, Thank you for the input regarding Mrs***We have done our due diligence in regards to checking her vehicle and making sure it is indeed running and riding to factory specifications Our Service Manager personally drove with Mrs [redacted] miles to listen to her complaints with the vehicle With her understanding and agreeing that her questions were answered and this is the way the vehicle drives We would be more than glad to relook at her Vehicle a 3rd time, or Trade her out of the Vehicle [redacted] ***Subaru ManagerDean Team Subaru

Complaint: [redacted] I am rejecting this response because: I have the photographs the dealership used to post the vehicle for sale on line The photograph of the back seat DOES NOT SHOW the piece of interior material that was added AFTER the photograph was taken to cover up the torn stitching I understand that the car was used and that it had flaws; I accept the flaws that presented themselves to me that WERE NOT covered up by the dealership But the dealership covered up the flaw so that a buyer would not notice the torn stitching until it was "too late" for the purchaser to notice and "make it part of the deal" as suggested by the used car manager.I went to the trouble to even have the car put on a lift so that I could see the underside before I closed the deal If the torn stitching had been in plain view, I would definitely have noticed It is the coverup that is the problem here, which the dealership did not address when they considered the matter closed It is a deceptive practice.The dealership has now found the supposedly nonexistent spare key now and has provided it to me as of this date Sincerely, [redacted]

Complainant purchased a pre-owned BMW which we took in on a tradeUnfortunately there will be some imperfections when purchasing a seven year old car As stated by the Used Car Manager, nothing was done to the interior of the car's rear seat, there was no deception on the dealerships part what so ever and the second key has been found and will be mailed to the complainant We consider this resolved

Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] We have contacted Mr***The complaint has been resolved under the following Terms & ConditionsThe Dean Team Automotive Group shall pay Mr& Mrs [redacted] a total of $1,as a total one time payment as compensation for their inconvenienceThey have agreed to accept the vehicle in its present AS IS condition and relieve the Dean Team of any future responsibility and or liabilityThey are aware and have accepted the vehicle with the knowledge that the CarFax shows the Vehicle has had $25,000+ in damageThey have declined the Dealerships offer to repurchase the vehicle from them for an amount equal to what they paid for it at the time of purchaseIn consideration for the $1,payment MrAnd Mrs [redacted] agree to delete all derogatory statements they have posted on social media and agree to refrain any future posts detrimental to The Dean TeamWe expect to receive a letter from Mr& Mrs [redacted] shortly confirming the abovePlease consider this case closed upon its receipt

I have spoken with her salesperson and he indicated that while the tag may have said there were two keys the reality is sometimes the extra key is not to be foundHe had told her if he could find the other key he would most certainly get that key to herHe and our GM have checked with the
other location where the car came from on at least occasions to make sure if the extra key was or wasn't in their possessionThe other location does not have the extra keyOur intent is to always get the 2nd key to our customers if there is one in our possessionBut as is common with used cars the 2nd key is often missingIf we had one we have no reason to hold on to itWith due diligence I am checking with the other location once againI have also placed a call to Ms*** to talk with her about this issuePlease see attached WeOweAs stated in this document the key was NOT promised

A refund check has been typed and mailed out todayPlease see attached documents to explain refund amount of $
The original sale price of contract was $3098.00, however; the total amount *** *** actually paid was $The last payments of $were not charged to the credit
card therefore $was deducted from the warranty companies cancellation quote

We are contacting the customer and arranging to have him bring the car in so that we can resolve the key issueHe will get a key that works for his vehicle***, the General Manager at Brentwood Dean Team Volvo is calling the customer himself this afternoon

*** *** has two complaints on Revdex.com both were regarding the same deal / transactionThe first one dated 12/12/#: *** and the 2nd 12/13/# ***The resolution agreed upon between the Dean Team (dba Volvo of Brentwood) is the same resolution encompassing both complaints.Customer
Service spokesperson (Wendy) spoke with *** to explain the details of the deal and why the figures were the way they wereIt was decided that the Dean Team would refund *** *** $which is the tax amount she expected to be part of the negotiated price in the dealIn addition once her bank informed us of her true pay off figure for the car she was trading int (the Rav 4) was $higher than the amount used in the dealThe Dean Team would normally collect this difference from he buyerHowever in addition to the $mentioned above she will not need to pay the $for the difference in pay off amount. *** *** told Customer Service that she was satisfied with this resolution

We apologize for the delay in responding to this matterI thought I already sent a response at the same time we spoke with her, which was on Jan17, & 19th (after we received this and also our customer service representative had been in contact with a follow up call and heard her
concerns. There were several discussion with her and about what happened and whyAnd we drafted and overnighted a check to her immediatelyIn each stage of this we responded and tried our best to communicate with her what happenedSeveral people spoke with her and assured her we were reimbursing her moniesPaperwork was returned including her Title.We considered this a closed investigation at that time

Complaint: ***
I am rejecting this response because: I also tried calling him numerous times and left messages with no
response. He did email on 1/12/and stated my emails were going into his junk folder and that he would handle this matter this week. I emailed him several times after that, including twice this week with no response. Today he did email and state he was out of the office and would handle it. Not holding my breath
Sincerely,
*** ***

The service contract company requires the attached form to be signed by customer to process the cancellationAs soon as we receive the completed form back we can process the refund and forward the refund check to the lienholder of the vehicle(*** *** ***)

Initial Business Response /* (1000, 5, 2015/10/06) */
I spoke to Mr*** on October 5th and told him that we will help but that I would need the vehicle in Dean Team Service departmentHe took it to another service department, as of October 5th he fully understood and that there was no issue
with him doing thisPlease advise him we still stand behind what I told him
*** ***
General Manager
Dean Team Hyundai

The $*** Gif Card has been resubmitted and accepted. The complainant should receive correspondence pertaining to this issue. Please ask complainant to give it at least weeks and if the complainant DOES NOT receive the gift card, please have her contact *** *** @***
***.Dean Team has done all it can do to resolve this issue