Detour Car Sales and Service

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] First and foremost if you go to New Cars, Used Cars, Trucks For Sale, Auto Reviews | [redacted] you can read and decide for yourself based on the reviews rather the staff at Detour cars was rudeI wish my wife and I had researched Detour Cars before we started this nightmareSecond After a week of having our car in their (Detour Cars) possession Their Service Manager [redacted] called me and said he could not fix the vehicle and that he called a friend of his who works for [redacted] to look at the vehicle, This unnamed friend who works for [redacted] could not figure out what was wrong with the vehicle and they decided to take the vehicle to [redacted] of [redacted] Ma.It was at this time I asked [redacted] what I was suppose to do about a car and [redacted] repeatedly said they do not have loaners carsIt was after my wife and insisted we reach someone in upper management to approve the use of a loaner a car [redacted] sent us to [redacted] in [redacted] [redacted] Told us that they (Detour Cars) would pick up the tab and that he personally made all the arrangements and that they were expecting us.Two weeks later there was a charge on our credit card statement for over $from [redacted] ***We called to find out why we were charged and that's when we were told That Detour Cars don't pay there bills and that they stopped doing business with them well over a year and half agoThe [redacted] representative " ***" who was waiting for us no longer worked at that location.My wife and I disputed the charge and contacted the Attorney Generals Consumer Fraud division(Please note on Thursday December 8, at 3:pm we received a call from The Officer of The Attorney Generals consumer Fraud division who informed us they will look into this matter).Lastly Detour Cars states in their response " [redacted] was repaired by a [redacted] Dealership to the ***'s manufacturer's specification and standardsWe have no reason to believe that repairs completed by the [redacted] Dealership has not fixed the issues, The service receipts provided to [redacted] state that all repairs are completed." The problem with this statement is fold When the dealership called me on October 28, to say the car was repaired I asked them what was wrong with the [redacted] that it took this longThe service tech said it was a combination of spark plugs and a coil pack that needed to be changeIt took them from September 20, -October 28, and all they can come up with is "is it was spark plugs and a coil packThe service Manager at [redacted] ( [redacted] ) said he had Certified [redacted] Master Mechanics and the [redacted] area representative come and work on my [redacted] to try and find out what was wrong with it And after a month and a half they claim that it was spark plugs and coil pack Detour also states that "The service receipts provided to [redacted] state that all repairs are completed." This is an out right lieI do not have the ***They have had my [redacted] since September 20, And they still have it!!I have made this clear to the State Attorney Generals Fraud people who are now investigating this matter, I have made this clear to [redacted] finance who loaned me the money for this vehicle.In Closing I hope you will look at the numerous complaints about Detour cars on the net on how they treat customer I hope you make it appoint to ask them who has the ***, because my wife and have not had this [redacted] since it broke down on September 20, It is now December 12, and I still do not have the ***.Reasonable Number of Repair Attempts:The Lemon Law gives the manufacturer, its agent or authorized dealer a "reasonable number of attempts" to repair the substantial defectThis standard is met if, within the term of protection (year or 15,miles):a repair is attempted or more times for the same substantial defect, and the problem continues or recurs within the term of protection;orrepair attempts for any substantial defect or combination of defects total or more business days, not necessarily all at one time.Note: A business day is any day that the service department of an authorized dealer is open for business.Be sure to keep complete and accurate records of all contacts with the manufacturer and dealer, and all receiptsYou have a right to a dated, itemized bill for any repair work, including warranty repair work, under the Attorney General's Motor Vehicle Regulations (CMR 5.00)Examine the bills to be sure the problem you complained about is listed.The defect must continue or recur after a reasonable number of repair attempts and still substantially impair your vehicle before you can take the next step in the Lemon Law process.The Above section titled "Reasonable Number of Repair Attempts:" was copied and Paste from The Massachusetts Attorney Generals website on the Lemon Law.Regards, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***..
In the first place Detour Cars in their response minimize the issues of repair with the car and how they handled the situation right form the beginningWe basically had to demand from them a solution for transportation which they said would be totally at their expense through *** and then the rental amount was instead charged to my wife's credit card for a total of $which they as promised have stilled failed to payDuring this whole process there are no other words to explain that it has been a total nightmareFrom them not responding to numerous calls placed by both my wife and I and the rude treatment over the phone by finance manager only known as ***Furthermore, though it is true that I did give them one final repair oppurtunity and seven days when that time came up and I had spoken with *** *** they could not guarentee that the original problem with the car was really fixedWhat they said was that it seemed to be fixed for now but couldn't guarentee or put in writing that it is truly fixed because they still don't know what's wrong with the car"it is all a guess" is the best they could come up withSo understandably I can't take that risk and I refused the car and am waiting for them to comply with the Lemon Law Statues of MassachusettsTherefore, after having so many problems with this car and Detour Cars I am not at all comfortable nor can I trust continuing business with Detour Cars
Regards,
*** ***

First and foremost no employee of Detour Cars has ever been rude in handling this matterwe have been 100% cooperative in working with *** ***'s regarding any issues with his vehicleSecond, there is no law or rule that states a loaner vehicle must be provided under any circumstance while a vehicle must be provided under any circumstances while vehicle is in for repair, we offered a loaner car because we were trying to help because of the rare circumstances in this matteradditionally, *** rent a car was paid in full by our dealership and *** ***'s is fully aware of thisLastly, *** ***'s *** was repaired by a *** dealership to the ***'s manufacturer's specifications and standardsWe have no reason to believe that repairs completed by the *** Dealership have not fixed the issues, the service receipts provided to *** *** state that all repairs are completedThe repairs were completed by factory trained certified mechanics under the guidelines of the manufacturer and the repairs are therefore warrantied by the dealershipWe do not see any Massachusetts Lemon law statues that may apply to this situation*** *** agreed in writing and certified mail to allow an additional repair attempt and he himself set the time frame for it to be completedAll of his requests were metWe request the Revdex.com close this complaint

We are replying to the complaint filed with the Revdex.com on 8/25/2015 concerning your "Stripes" for your mini cooper and offer the resolution. The part has been in stock at our dealership fro some time now. We have attempted to reply to your emails and have left you multiple voice messages to setup an...

appointment with our service department to get stripes installed. please call [redacted] and press option #2. Schedule an appt with our service department and we will be happy to install the stripes. We have never avoided any customer's phone calls and we always reply to emails. We do not have text messaging so we would have never been contacted via text. Once again you must schedule an appt with our service dept. We are looking forward to hearing from you and resolving this matter. Additionally, I am not sure where you came up with the cost of 1000.00 to install the stripes as we purchased them for 25.00 and they will take less than an hour to install.

[redacted] purchased a 2012 [redacted] from our dealership on 8/5/2016. unfortunately the vehicle failed Ma state inspection. Upon notification that the vehicle failed, we made arrangements and completed the repair, and the vehicle passed. One month later, the customer called stating the vehicle...

was having mechanical issues. Upon inspecting the problem our dealership recommended the vehicle be brought to a [redacted] as the vehicle was covered under manufacturer's warranty. The [redacted] dealership, with the cooperation of the customer, began working diligently to make the repairs according to the manufacturers recommended order of completion. During this time the [redacted] dealership and as the [redacted] dealership was waiting for parts to come in to complete the repairs, we received a certified letter from the customer stating that he was unhappy and that he would allow an additional repair attempt. The letter also stated that if that if he did not receive his vehicle back fully repaired within 7 days then he would attempt to return the vehicle to us. The repairs were complete well within the time frame that the customer had allowed in his letter. The [redacted] dealership had notified the customer on 10/27/2016 that his vehicle was ready to be picked up and the customer refused to pick up the vehicle. The vehicle is fully repaired by the [redacted] dealership and continues to be ready for pickup as originally requested by the customer.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
 First and foremost if you go to New Cars, Used Cars, Trucks For Sale, Auto Reviews | [redacted]  you can read and decide for yourself based on the reviews  rather the staff at Detour cars was rude. I wish my wife and I had researched Detour Cars before we started this nightmare. Second After a week of having our car in their (Detour Cars) possession.  Their Service Manager [redacted] called me and  said he could not fix the vehicle and that he called a friend of his who works for [redacted] to look at the vehicle, This unnamed friend who works for [redacted] could not figure out what was wrong with the vehicle and they decided to take the vehicle to [redacted] of [redacted] Ma.It was at this time I asked [redacted] what I was suppose to do about a car and [redacted] repeatedly said they do not have loaners cars. It was after my wife and insisted we reach someone in upper management to approve  the use of a loaner a car. [redacted] sent us to [redacted] [redacted] in [redacted]. [redacted] Told us that they (Detour Cars) would pick up the tab and that he personally made all the arrangements and that they were expecting us.Two weeks later there was a charge on our credit card statement for over $700.00 from [redacted] [redacted]. We called to find out why we were charged and that's when we were told That Detour Cars don't pay there bills and that they stopped doing business with them well over a year and half ago. The [redacted] representative " [redacted]" who was waiting for us no longer worked at that location.My wife and I disputed the charge and contacted the Attorney Generals Consumer Fraud  division. (Please note on Thursday December 8, at 3:19 pm we received a call from The Officer of The Attorney Generals consumer Fraud division who informed us they will look into this matter).Lastly Detour Cars states in their response " [redacted] was repaired by a [redacted] Dealership to the [redacted]'s manufacturer's specification and standards. We have no reason to believe that repairs completed by the [redacted] Dealership has not fixed the issues, The service receipts provided to [redacted] state that all repairs are completed." The problem with this statement is  2 fold.1.  When the dealership called me on October 28, to say the car was repaired I asked them what was wrong with the [redacted] that it took this long. The service tech said it was a combination of spark plugs and a coil pack that needed to be change. It took them from September 20, 2016 -October 28, 2016 and all they can come up with is  "is it was spark plugs and a coil pack. The service Manager at [redacted] ([redacted]) said he had 2 Certified [redacted] Master Mechanics  and the [redacted] area representative come and work on my [redacted] to  try and find out what was wrong with it.  And after a month and a half they claim that it was spark plugs and coil pack.2.  Detour also states that "The service receipts provided to [redacted] state that all repairs are completed." This is an out right lie. I do not have the [redacted]. They have had my [redacted] since September 20, 2016. And they still have it!!. I have made this clear to the State Attorney Generals Fraud people who are now investigating this matter, I have made this clear to [redacted] finance who loaned me the money for this vehicle.In Closing I hope you will look at the numerous complaints about Detour cars on the net on how they treat customer.  I hope you make it appoint to ask them who has the [redacted], because my wife and have not had this [redacted] since it broke down on September 20, 2016. It is now December 12, 2016 and I still do not have the [redacted].Reasonable Number of Repair Attempts:The Lemon Law gives the manufacturer, its agent or authorized dealer a "reasonable number of attempts" to repair the substantial defect. This standard is met if, within the term of protection (1 year or 15,000 miles):a repair is attempted 3 or more times for the same substantial defect, and the problem continues or recurs within the term of protection;orrepair attempts for any substantial defect or combination of defects total 15 or more business days, not necessarily all at one time.Note: A business day is any day that the service department of an authorized dealer is open for business.Be sure to keep complete and accurate records of all contacts with the manufacturer and dealer, and all receipts. You have a right to a dated, itemized bill for any repair work, including warranty repair work, under the Attorney General's Motor Vehicle Regulations (940 CMR 5.00). Examine the bills to be sure the problem you complained about is listed.The defect must continue or recur after a reasonable number of repair attempts and still substantially impair your vehicle before you can take the next step in the Lemon Law process.The Above section titled "Reasonable Number of Repair Attempts:" was copied and Paste from The Massachusetts Attorney Generals website on the Lemon Law.Regards,
[redacted]