Dean Team Automotive of St. Louis

Regarding the complaint, we have attached documentation stating that the vehicle purchased by complainant was "As Is - No Dealer Warranty" and is signed by complainant. Also in the documentation is an email sent by the General Manager, Phillip Dean, stating what The Dean Team
would do (as a good will gesture). At this time, Dean Team of Ballwin has done all it is required to do to assist in this complaint. *** ***Executive AssistantDean Team Ballwin***
*** ***

Initial Business Response /* (1000, 5, 2016/02/17) */
Contact Name and Title: *** *** GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@deanteam.com
Customer did not pay the he is referring to nor the bank fee in fact he paid dollars less then the original asking
priceThanks for your help in this matter

Initial Business Response /* (1000, 5, 2015/08/27) */
We are reaching out to the customer, who has been a long term customer, and reassuring her that our journeymen techs are the ones that have been working on her year old mile carwe are also offering to repair or replace the axle at no
charge to her, and to repair the crank case vent issue if she pays for the parts, we will furnish the labor at no chargewe have tried to explain to her that due to the age and mileage on her car that we recommend the repairs that we feel are most important at the timewe have left her a message and are waiting a reply

Initial Business Response /* (1000, 6, 2016/01/27) */
Upon researching the complaint, we have the following rebuttal to the complaintWhen the complaint purchased the vehicle from Dean Team Hyundai the purchase price was $10,+ $adminfee bringing the total vehicle price to
#The complaint also put $down for the Service Contract payment plan, bringing the total to $11,As far as the "damaged" to the front right fender, it was disclosed in the CARFAX that the complainant read and signedThis damage was done by the previous owner who lives or lived in New York at the time of the "accident"(6/17/14) We have no records stating that the complainants vehicle was taken to *** *** Documentation will be faxed over to the Revdex.com of StLouisDocumentation will include a signed CARFAX and the signed "Payment Plan Agreement"We consider this complaint closed
Initial Consumer Rebuttal /* (3000, 8, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a copy of the car fax and it is not on thereIt was never in new yorkThe original owner lives here in MissouriThey are liarsThe car was told to me the car was 10,And that the 897,is what they expected the personal property tax would beMaking it a total of 10, That was taxesWhich is exactly about what I paid for personal property taxesThis is not closedI will hire an attorney for this matterI am pretty sure if this was done to their daughter, mother, sister they would be upsetAnd yeswas for administrative feesThis is what I have gotten from this dealership from day oneThese are liesAnd I have the paperworkThe fender was never mentionedLying crooksI suggest nobody do business with these peopleWill call the news and corporate

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2016/01/04) */
I have tried everything possible to satisfy this customer with no resultsshe brought the car in with a fuel pump issueto access the fuel pump, you have to remove the rear seat and a panel in the floor and while the system is open, fumes get
in the carthis is a repair we do often and this is the only issue that we have had in the years that I have been hereto try and work with the customer, we did clean the interior and used a VW deodorizer and the car was acceptable per VW guide lines, the customer complained of the odor, we clened the car a second time with the a deodorizer that simulates the new car smell, customer still unhappy, I then sent the car to a professional detail company and had them steam clean the entire interiorcustomer still unhappy, suggested that she take it to the dealer she purchased it from to get a second opinionwhile it was there the VW factory rep for our area was at that dealer and he looked at the car and found that it smelled very clean and acceptablethe customer contacted me at that point and stated that she still finds the odor offensive and wanted to know what I would do, I stated that I had already do everything possible and that anything else I might try would just introduce another odor that she would not be happy withabout the same time, the VW factory rep contacted me and stated that he personally had just take delivery of a brand new car, just like hers and was surprised that her car smelled just like his brand new cari mentioned to him that she still was not happy and asked for suggestions, he stated that he agreed that I had already done more than I should have and also felt that she would not be happy no matter whati had at one point talked to the customer who kept telling me that she has super sensitive smelling that she should have some type of air freshener that she had found over the years that she could tolerate, to which she replied that there was noti feel bad that I couldn't satisfy her, I really triedand as far as VW is concerned they feel that there is no other options
as a side note, I did compensate her for a seat cushion that she claimed absorbed the odor and caused a rash on her body, I compensated her for the fuel that was used taking the car to the detail shop and furnished her with loaner cars the entire time her car was in our shopi even left the car sit in our shop over the weekend with all the windows open to help air it outif I can offer anymore information, let me know

Tell us why herethe customers car was in our shop from May thru June due the fact the timing chain broke and damaged the cylinder headthe car had miles on itwe gave him the option of replacing the engine, repairing the engine with factory parts or having his
cylinder head repaired along with replacing the timing componentsHe opted to go the least expensive routewe also noted that the radiator was leaking and he declined that repairThen recently after driving the car over 10,miles and moving to Texas, re reached out to us and stated that the engine had failed and he felt we should pay to have it repairedat that point I reminded him of the choices that he had madeHe then contacted Volkswagen of America customer relations and asked them to get involved, they in turn reached out to me and after explaining the entire issue with them, they agreed that we owed him nothingthe customer has a car that is or years old with over 200,miles and other repair issuesat some point he needs to take ownershipif you require any further information feel free to contact me at *** ***Service Director/ Dean Team Kirkwood

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
Sincerely,
*** **

Our General Manager, was on vacation when the complainant tried contacting him. Since that time the GM has spoke to complainant and the issue is resolved. The complainant stated at this time he will remove his complaint against Dean Team Ballwin and is satisfied with the resolution to
his issue. We feel no further response is needed

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 at this time.The pending action by the company includes sending in the form and issuing a complete refund
Sincerely,
*** ***

Our service manager, *** *** has spoke with complainant regarding the leaking issue on his Outback. We have scheduled The Water Doctor to meet with the complainant on Monday, November 21, to perform a leak test on the Outback. I also confirmed with the complainant
the car wash he is using to wash his car and I personally will drive a Outback through the same car wash to determine if it's the high water pressure nozzle angle that is causing the issue. I will keep the complainant and the Revdex.com informed of the outcome of The Water Doctor findings as well as the car wash the complainant uses

Complainant purchased a pre-owned 2009 BMW 328 which we took in on a trade. Unfortunately 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 /* (1000, 5, 2015/10/09) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
We have contacted Mr. [redacted]. The complaint has been resolved under the following Terms & Conditions. The Dean Team Automotive Group shall pay...

Mr. & Mrs. [redacted] a total of $1,500.00 as a total one time payment as compensation for their inconvenience. They have agreed to accept the vehicle in its present AS IS condition and relieve the Dean Team of any future responsibility and or liability. They are aware and have accepted the vehicle with the knowledge that the CarFax shows the Vehicle has had $25,000+ in damage. They 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 purchase. In consideration for the $1,500.00 payment Mr. And 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 Team. We expect to receive a letter from Mr. & Mrs. [redacted] shortly confirming the above. Please consider this case closed upon its receipt.

Please note that complaint against Dean Team Volvo of Brentwood has been resolved.  I have received the deposit and would like to withdraw my complaint or mark as resolved.Thank you for your assistance,[redacted]

Tell us why here...In response to Mr. [redacted]
the customer came in the first time on 3/4/16 concerns were the check engine light and air back light were on and they had a light bulb out. We looked the car over and gave them a list of issues we found on their 9 year old, 200123 mile car. these issues...

were brake vacuum lines leaking, brake vacuum pump leaking, oil leakage from valve cover, front bakes worn, right front bulb burned out and the engine splash pan damaged. The customer declined the repairs, paid us for check out. They then returned on 3/8/16 to have the brake vacuum lines replaced and also to have the emissions test done for state inspection along with the safety inspections. we replaced the  lines and then cleared the codes from the ECM and drove the car 18 miles, at that time we completed the emissions test(passed) and let the customer know the car was ready. When they arrived to pick the car up, our valet drove the car up for delivery, no engine light at that time, the customer went out to leave and the check engine light had come back on. At that point we put them back in our loaner car and told them we would look it over and figure out what the issue was. After checking the car the following morning we determined the issue is the timing chain tensioner and or chain is worn to the point that it is slipping. This is not an uncommon issue given the high mileage and the fact that there are oil leaks and the tensioner require lube to prevent wear. Our service advisor [redacted] contacted the customer and explained all this to them and after a short time the customers father contacted me to discuss this issue. I explained to him several times that the issue now was due to a combination of high mileage and possibility of the oil level getting too low. He wanted to argue that we had not repaired the car properly and as I told him, if replacing the leaking vacuum lines which was causing a vacuum leak had not corrected the original issue, the car would not have passed emissions. I was unable to get him to understand that we have no way of knowing when a component is going to fail. The owners executive assistant tried to reach out to Mr. [redacted] and had to leave a message, I had explained all of this to the owner who was in agreement that I had done all I could to satisfy the customer short of fixing his car for free. Hope this information helps clear this issue up.

The Gap cancellation was on January 13, 2018 and turned into our processing department on January 15, 2018. Upon receiving the money from the Gap company, the request for the refund check was generated and mailed on February 12th.  Attached is a copy of the check that was mailed to the complainant.  We consider this the resolution to this complaint.

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]

Initial Business Response /* (1000, 10, 2015/11/03) */
This customer purchased this GMC Acadia AS IS meaning no warranty offered or implied, that being said we have come to a agreement and both parties are happy with the outcome.

When customer was here at the dealership to take delivery of the Audi RS7 they inspected and test drove the vehicle and found it to be in good condition and went forward with there decision to purchase the car. That being said we have decided to offer them a 800.00 dollar reimbursement to...

cover the cost of there oil top off and two front tires. We are currently waiting on there response to this offer.

I have looked into the cars.com website and our use of that advertising format. We follow industry standards for the use of that site & all of our competitors use this site in the exact same manner as an advertising tool. In addition, I found there are also several options on that website...

for the consumer to: “Request Best Price”, Chat with the  Dealership, Ask a Question & link up to the Dealership website itself in order to have clarification on the price of a vehicle prior to driving to the dealership.  I have discussed this matter with the GM and the salesperson and there are differences in the wording & perception of the conversation that took place. Simply put; it is standard practice to offer discounts for things like: Customer Loyalty, Military Service, former VW owner, and alike. Those discounts  are reflected in the “sale” price.  Having said that; if this couple would have qualified for any of those things the price would reflect that upon making the deal.  We are truly sorry for any misunderstanding & hope this provides clarity. [redacted]Assistant to Bill Dean / Dean Team Kirkwood& Customer Service[redacted]@deanteam.cm