Deco Homes, Inc.

This letter is in response to the complaint # ***from
*** *** regarding his Dodge Dart
On 7/16/Goldstein’s performed a one month service and
inspected it for an engine noiseAt that time we explained to Mr*** that
the engine sounds like all other Dodge Darts
with the same engine. We washed his vehicle, upon receiving his vehicle
back he came back into the dealership and accused us of chipping his door and
many fine scratches in the clear coat of the paintWe did find road tar on the
drivers door and several fine scratches in the clear coat and we did remove
them with a rubbing compoundAlthough Goldstein’s does not believe we in any
way damaged his vehicle we agreed to fix to satisfy the customerAfter leaving
again Mr*** came back with an alignment issue and said that we caused
this while road testing his vehicle. We
did confirm a slight drift to the right and realigned the vehicle under his
warranty. We were unable to road test
the vehicle as Mr.*** removed his plates as he did not trust us with his
vehicle. If Mr*** has damage to
his wheel he should come and see me ( Ed S) and if there is damage we will
replace it, although we did not road test the vehicle the second time and it
was not noted when Mr*** was outside going over his vehicle with my
assistant ( Crystal B)We in no way believe we are responsible for the
damage to the wheel but if necessary we will replace Mr.***’s wheel free of
charge
Goldstein’s always has the customers best interest in mind
but we do ask that Mr*** locate another Dodge dealership to service his
Dodge Dart due to his complete lack of trust of Goldstein
Sincerely,
Edwin S

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
In response to Mr***, who for the record we never
saw or spoke with, we brought the vehicle in for the recallsWhen asked if the
car was having any other issues, we did mention to the technician that we had
been experiencing intermittent electrical issues including the car engine
light coming on and going off; the key fab not working: the radio working
one minute and going out the next; the gas light coming on and off; and on
occasion the car starting and then stallingHe neglected to mention those
additional items. We also stated that we had been reading about other
Jeep *** *** having these same issues and that it looked as though it
was being caused by the Totally Integrated Power Module (TIPM-7) failing, which
was one of the recalls we had been notified of and thus why we
were bringing the vehicle inWe were not there to have them perform any
other mechanical related work other than the recalls, because as I stated
previously, we already have our own mechanic that we use so it makes no sense
that we would go out of our way to go to this particular dealership for maintenance
work. To make it sound as though we had "concerns" that we
wanted them to address is incorrectTheir role was strictly to take care of
the recalls for us, because our mechanic could not perform them. Furthermore
I do not appreciate the insinuation that I am lying, which is what Mr***
is doing when he states that Crystal B*** did contact me and did indeed
inform me that parts would have to be ordered and that the vehicle would be
ready for pickup on Tuesday, when this was so not the case and I think if we
were to present our phone records and compare them to theirs, you will see just
exactly who called who when. When I spoke with Crystal on Saturday the
24th at 3:pm after once again having to chase her down to find out what the
status was on our jeep, I asked her if the vehicle recalls had been taken care
of and she said yesShe then proceeded to inform me that I needed two new
cam shaft sensors and a new starterI proceeded to say something along the
lines of "seriously" and then asked her how much that would cost to
have fixed. When she told me, I asked her if we could come and get the
vehicle, and explained that we already have a mechanic that we use for
service and she told me no that we couldn't have the vehicle back, because it
no longer startedAt this point we literally were given no choice, but to have
them perform the service because we were being told that our vehicle no longer would
run.Mr*** also states that Crystal said the vehicle
would be ready on Tuesday, October 27th, so could he please explain
to us why then, when we arrived Tuesday evening to retrieve the vehicle, did we
find it in a back bay, up on a lift with no front tires on it and it’s engine
parts laying on the floor of the garage? This doesn’t sound ready to me
They may be in business for years, but the level of
effort in regards to communication and their workmanship is appallingTime and
again we were witness to people in the service waiting area, furious with the
level of service that they provided/or did not provideRead the reviews
on-line
They returned our vehicle to us with additional
problems such as a horrible front end wheel alignment, a now new whistling
noise in the heating and cooling system, and upon starting a new grinding
noise
They failed to provide courteously and proper communication
with us through this entire processThey allowed their service personnel to
lie to us about the condition of our vehicle and the timeframe that it would
take to be returned to usThey left us without a car to get back and forth to
work with and now they are suggesting that we bring the vehicle back in so that
they can address the problems that they created? Sorry, but we will never have
your dealership service anything ever again
If you would like to see the phone records, the photos
and listen to the recordings we have to detail how this whole scenario actually
went down, we’d be happy to provide them
We would like our money returned to usWe do not want
to take the chance of having this service department do any further damage to
our vehicle
Regards,
*** ***

Revdex.com, Inc
Bryant Woods South
Amherst, NY
Attn: *** ***
In Regards to complaint *** 11/12/15
In regards to Complaint # *** for
*** ***
The *** did have an appointment on the 23rd for recalls to
be performed on their vehicleHowever, at the time they dropped off their
vehicle for the recalls The *** also stated other concerns with their
vehicle that they asked us to look intoThese concerns were: a check engine light and an issue with the
vehicle not starting intermittently.
These additional concerns led to additional time being needed to repair
the vehicleThere was indeed an expense involved as the concerns were not covered by any warranty or service contract
On Saturday the 24th, their service advisor, Crystal B*** did
contact Mr*** * about the work needed to address their concernsThis
included a replacement of the EGR Valve and the Starter At that time, Mrs*** gave authorization
for the repairs to be performed During
that conversation Crystal did indeed inform
the customer that we would have to order parts and that the vehicle would be
ready for pickup on Tuesday.
We apologize if the timeline was not clear to the customer,
but we do not get factory parts deliveries on Monday’s. Since receiving this complaint from you, we
have contacted the customer and offered them to bring the vehicle back in so we
can address their concerns with the repair, but they have refused.
Being in business for over years, we stand by our work
Also, the *** starter we installed comes with a year or 24,mile
warrantyUnfortunately, if the customer is not willing to bring the vehicle
back in we cannot verify any needed repairs.
Since the work was needed and authorized, we are not willing to refund
the cost of the repairs
Again, our offer still stands, we will bring the vehicle
back in and diagnose any current conditions
Sincerely,
Ed ***
Fixed Operations Director
Goldstein *** Jeep Dodge Ram

An Additional Check has been cut and sent to customerWe hope this resolves customers concerns fully and apologize for the delay

Revdex.com, Inc Bryant Woods South Amherst, NY Attn: *** *** In regards to Complaint # *** *** *** *** Ms*** purchased the *** *** on 12/1/and at that time opted to also purchase a
maintenance agreement that also incorporated our appearance package which included an exterior chemical paint protection and interior chemical fabric protection packageThis was applied to the vehicle upon delivery Since this package was applied to the vehicle and is not removable, the $is non- refundable and is not a pro rata productIn reference to when the contract was officially in effect, the contract was dated 12/1/and although TD Auto Finance may not have cashed the contract until 12/15/15, the effective date of the contract was 12/1/ With that being said, being that the cancellation was just outside of the day window, we are willing to refund the portion that was calculated at the 30% cancellation fee, $270.23, however we cannot refund for the paint and fabric protectionIf there are any questions on the contracts, we will be happy to provide copies of them.*** ***General ManagerGoldstein Chrysler Jeep Dodge Ram

The sensor for *** *** was replaced during the week of March 20th-25th

Revdex.com, Inc Bryant Woods South Amherst, NY Attn: *** *** 5/13/Dear *** *** In regards to the complaint from *** *** with an ID of ***We are unable to refund Mr*** the cost of the transmission and transfer case repairs he authorized to his GMC Terrain in April of 2017. The vehicle was brought to our shop from another repair facility and diagnosed with Mr ***’s permission. Once the damage to the vehicle was assessed we contacted him with various options based on GM remanufactured parts and used parts of varying degrees and costsThe vehicle required a transmission and transfer case Mr*** selected one of the available options, authorized the work and gave us a deposit to secure the parts and start the repairs. We also provided Mr *** with a loaner vehicle to drive while the repairs were being made at no additional costAlthough we can understand the frustration of an expensive repair, vehicles do at times failWhen Mr *** purchased the vehicle in November of it came with the General Motors yr./36,mile warranty and now has 55,miles on it. Mr *** did not purchase an extended service contract to cover the vehicle beyond the factory warranty period. Although this was the case, we did seek possible customer assistance from GM on behalf of Mr *** and it was declinedThis was declined by GM since the vehicle was months and 14,miles out of warranty coverageWe are sorry the components failed during his ownership experience, but we have assisted Mr *** as best we can under these conditions. Sincerely, DJ M*** Goldstein Auto Group

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.I was told by Emily to bring the title in because the title was wrong and it needed a to be signed over because there was no financing obtained and once financing was obtained I would get another title in the mail with the correct information on itAlso, I brought my mother in to sign new co-signer papers 7/22/so we can get financing as directed by EmilyEmily told Nick to have us sign the new application and take copies of our drivers licenses and my pay stubNick did and gave the new paperwork to EmilyWe were all set to leave the they were going to put dealer plates on the car and when the call was made to Joe he stated for them to lock the car on site and that I couldn’t take the car until financing was obtainedSo we left the car and I left with nothingOn 8/3/Regency called saying Emily had just submitted the application for financingThe representative told me to call Goldstein to figure out what was going onWhen I spoke to Emily she had no knowledge that they gave me a check for $and that they didn’t want to do business with meI looked up the Kelley blue book value and my car was worth $not $500.Furthermore, I feel ripped off as a customer being I’m the one who called to ask who do I make a payment toAll I wanted was to make a payment and I feel that Goldstein could’ve worked out something to where I could’ve paid them directly and not act as if I didn’t/or wasnt willing to cooperate with themNor did they give back my car or even reference why they couldn’t give my car back.
Regards,
*** ***

Revdex.com, Inc Bryant Woods South Amherst, NY Attn: Re: Complaint ID
*** 3/5/To whom it may concern, It is the Goldstein Auto Groups policy to not refund any deposits for business days when they are paid by personal checksThe refund for Ms*** was processed on 2/19/and mailed via USPS on 2/21/18. Ms*** informed us via email today, that the refund check was received by her today at her addressWe are sorry for any inconvenienceThank you DJ M*** Goldstein Auto Group

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.While Goldstein offering me a new rim sounds generous, I would like to state that after the test drive my car did not handle properly, and still doesn'tThere is a vibration in the steering wheel that can be felt through the floor on occasion that wasn't there prior to my visit to GoldsteinWhen I took the car to another dealership, upon Dodge's request, the other dealership informed me that there are marks present on my rims that are consistent with an impactThey also informed me that Goldstein's attempt to fix my alignment was insufficient and they had to fix it themselvesThe Dodge Corporation backed out of the warranty claim on the front of the car because *** *** said that it was obvious that the damage was caused by someone hitting something; which rules out manufacture defectMeanwhile, Goldstein attempted to claim that it was a manufactures defect that caused the problem. These conflicting findings left me responsible for the bill to fix the front end alignment on my vehicleThe evidence that *** *** presented, to both the Dodge Corporation and I, shows that there was something that went wrong during the period of time that my car was left in Goldstein's possessionI should not have to pay for a car that was damaged by a technician during an unauthorized test driveI chose Goldstein as my dealership with which to purchase my first new car because my research indicated that they were a trustworthy and reputable businessI was not anticipating a situation where my brand new car would be at risk of incurring damage for what was supposed to be a routine monthly maintenance service, complementary of Goldstein. I didn't go to Goldstein to purchase a new car just for it to be mistreated by a technician and in an effort for them to save face, commit libel by placing blame on me for the damage. A vehicle that is only a month old should not have left the dealership with far worse problems then it had entered withTherefore, I should be reimbursed for the bill that came from *** *** a dealership that I was advised to go to by the Dodge Corporation, for repairs to my alignment, which were only necessary due to Goldstein's technician's negligence during their test driveAn acceptable remedy would be to either replace the vehicle in its entirety, a new car of the same year, due to Goldstein's assessment which stated that the observed damages were the result of a manufacturer's defect (i.ethe Dodge Corporation's fault) and existed before the vehicle was even shipped to their dealership; "It came off the truck that way." I did not enter into a binding contract with Goldstein just for them to take advantage of the fact that I have no choice but to use them if I wish to remain eligible for their warranties. I don't want to pay $30,over the course of months for a car that was ruined by a technicians negligenceThe other possible remedy that I would find acceptable would be for Goldstein to replace the front end of my car to ensure that any complications that may arise in the future due to the technicians irresponsible actions would be counteredBy front end I mean; ALL steering, wheel, and suspension componentsBy providing full reimbursement for *** ***'s alignment repair bill coupled with one out of the two resolutions stated above, a new car or new front end, my trust in the Dodge Corp[oration as well as Goldstein Automotive Group would be reinstatedIt is not unreasonable for me to expect Goldstein to assume responsibility for one of their technicians while also asking for the damaged product to be fully repaired or replaced
Regards,
*** ***

Mr*** purchased his vehicle on 8/10/with miles on itWe serviced the vehicle on 9/20/for the rough idle and the navigation screen freezing upWe determined the vehicle needed a left cylinder head due to a burnt valveThis repair was covered by the remaining manufacturer
powertrain warranty and was repaired at no charge to Mr***The radio was determined to be the issue with the navigation complaint and would need replacementWhen buying the vehicle the customer only purchased a power train service contractSince a radio is a non-lemon law item and not part of the power train of the vehicle, it was determined that this would be the customer’s responsibility. The spark plugs are a maintenance item and replacement would be the owners option since they did not cause the rough idleAt Goldstein Auto we sell only a quality used vehicleWe repair all needed items at the time of sale and any lemon law items during the required time frameWe cannot predict future problems and since Mr*** drove his vehicle for miles the radio and spark plugs would be Mr***’s responsibilityAs a resolution to Mr***’s complaint Goldstein Chrysler would like to offer a 50/split for the radio replacement cost of $+ taxWhich would be cost of $+ tax to Mr ***If you have any questions please contact me Ed S*n at Goldstein Chrysler Jeep (518)785-

In regards to Complaint # *** for *** *** When a “Check Engine Light” is flashing in a persons car this usually indicates a condition where continuing to drive the vehicle can result in extensive damage to the vehicleDue to this, we do instruct people to stop driving the car and
have it towed in to try and prevent catastrophic failure of the components. In Mr ***’s case, once the vehicle had been diagnosed by our technicians we found codes for multiple cylinder misfires and an issue with the camshaft sensor. The estimate he was given was for the a tuneup and camshaft sensor for the vehicle including parts and labor to fix the issue your vehicle was experiencing. In addition, the estimate also included other recommended work of an oil change and a transmission flush as we determined based on our records was due for his vehicle. After being given the diagnosis and estimate Mr *** became quite upset and declined the repairs informing us he would have the work done by his mechanicThe charges we required him to pay was for the diagnostic on the vehicle issues he was experiencing, and were agreed to by him.DJ M*** Goldstein Auto Group

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.The history of issues with this only year old car is staggeringAnd each time that this vehicle was brought in for service, even with the extended warranty, it was a battle with the service department to get the warranty honoredAt one time, they removed the dash to work on the ac and we noticed when we got it back (and were in Maryland) that the screws to the dash weren't screwed in and that the AC was draining to back seatWhen we took it back, Goldstein tried to charge us a fee for the work! This most recent time, Goldstein was told in no uncertain terms that we wanted a phone call before any expense was incurredGoldstein initially called us and told us there was nothing wrong with the car(?)I urged them to look a bit further, and the next call was that it would cost $plus tax and laborUnrealWhen I told them I was going elsewhere, there suddenly was a demand for (ransom) of $to release the carTo say I was upset, is an understatementWhen I arrived to pay the ransom, I told the service person that they really need to improve their customer service skills, he said "are you threatening me?"Really? We have given Goldstein many - MANY - opportunities to show any customer service to us, and we have received noneThe service department is 'angry' with any customer upon arrivalYou certainly don't get the sense that they care at all about the customers. We really should have listened to everyone who told us that Goldstein was not a place to do businessTo say we have learned the hard way is putting it mildlyThis experience has been unreal.
Regards,
*** ***

We appreciate Mr*** business and we strive to provide our customers a worry free driving experienceGM does not have an interval to specifically clean the injectors and valves for carbon deposits in the owner’s manual However GM does strongly recommend the use of Top Tier
detergent gasoline which will help reduce these depositsUnfortunately in our area it is very difficult to find a convenient fuel station that provides Top Tier fuel Not using Top tier gasoline will develop more carbon deposits on the intake valves and fuel injectors which can reduce fuel economy and engine performance as noted in GM bulletin # 05-06-04-022mA copy of the service bulletin is attached. Based on our experience and the industry as a whole, performing a fuel system service can be a preventative maintenance service that will assist in cleaning these areas from these deposits that develop over timeWe feel the Fuel system cleaning is a benefit to our customers who want to maintain their vehicles to a high level

Revdex.com, Inc       
100 Bryant Woods South
Amherst, NY 14228
Attn:  [redacted] In Regards to complaint [redacted]           9/18/15
In regards to Complaint # [redacted] for [redacted]...

[redacted]. 
We have contacted Mr [redacted] and will be reimbursing him $49.64 for the
antifreeze and air filter for the used [redacted] he purchased from us.  Frank F[redacted] our sales manager spoke to
him and did explain that although we like to pass along as many keys as
possible to a new owner of a used vehicle, we are limited by the amount of keys
given to us by the previous owner of a vehicle traded in.  We are reaching out to the previous owner to
see if they still have any remaining keys that they may have overlooked when
trading in their car.
We hope we can regain Mr [redacted]’s faith in our business and
look forward to being able to serve him in the future.
DJ M[redacted]
Goldstein Auto Group

Mr [redacted] We are glad you and TJ were able to sit down and discuss your concerns and we were able to resolve the issues on both ends. DJ McArdleGoldstein Auto Group

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. 
Regards,
[redacted]

We are happy we have been able to work on getting [redacted] concerns resolved. She has provided us with the required documentation to cancel the contract and at this point the refund is in process.

Revdex.com, Inc         100 Bryant Woods South Amherst, NY 14228 Attn:  [redacted]In Regards to complaint [redacted]         9/30/17 In regards to Complaint # [redacted] for [redacted]...

   Mr and Mrs. [redacted] did purchase a vehicle from us, which we attempted to obtain financing for them.  The lender required certain stipulations that ultimately the [redacted]’s were unable to fulfill.  We had resolved with Mrs. [redacted] that we would take the car back from her while she tried to obtain financing on her own.  She willingly surrendered the title over to us (even though she had not actually paid for the vehicle, we are obligated to submit motor vehicle paperwork immediately).  Upon this, it was resolved that we would reimburse the “trade allowance” to the customer, $500, of which the Actual Cash Value of the car was $250 and we did not charge the customer any depreciation on the vehicle, mileage fees or any other cleaning or damages.DJ McArdle Goldstein Auto Group

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. 
Regards,
[redacted]