Don Beyer Volvo

From: Matthew V***Date: Mon, Aug 8, at 4:PMSubject: Re: cid / Ruthann HargroveTo: Brenda Freeman , Ali Vafadar BrendaI am calling you now, but our Service Manager informed me that we have
the customer car at the body shop here in Winchester at Car Star - Patriot Auto Collision Center - Norma is the Manager we always deal with.As I mentioned in my voice mail , we are fixing her car , but in accordance with what my Service Manager informed me, the customer could not show us the scratches on her spoiler at the time we took the car in.I will update you once the car is out of the body shop.I also owe you an apology, I have not been able to reach out to the customer directly yetOnce my Service Manager Informed me that we were working on the car, it has slipped my mind, Thank you for reaching out to me All the bestMattMatthew V*** - General ManagerBeyer *** & Don Beyer Volvo of Winchesterwww.beyerwinchester.comOffice ***

From: Matthew V***Date: Thu, Aug 11, at 5:PMSubject: Case # ***To: *** *** *** ***I have attached the body shop invoice that shows we had the vehicle repainted to the customers satisfaction, If you need anything else please let me know All the bestMattMatthew V*** - General ManagerBeyer *** & Don Beyer Volvo of Winchesterwww.beyerwinchester.comOffice ###-###-####

Review: My bank sent an approval letter to the dealership for a car purchase, but I was told I couldn't take the car until I brought my full down payment. This confused three of the salesmen because they have had customers that were able to leave with their new car in this same circumstance, without leaving a full down payment. To run a fair business, you need to adhere to the same policies and procedures for every customer. The next inconsistency was when "Kevin B[redacted]", the Finance Manager, told me that my cash would not be accepted and I would need to bring a "cashiers check" for my full down payment amount. Once I confirmed with the same three sales agents that they absolutely do accept cash as well as personal checks, I really became confused.

This Dealership clearly has unfair inconsistencies and should be required to abide by the same procedures for every customer. What should have been an awesomely rewarding experience, turned into a sadly unfortunate situation.Desired Settlement: I would like a sincere apology from the owner and as they have taken away the joy of what should have been an awesome experience, they should want to make that up in some fashion and change their policies to reflect consistency with all car sales.

Review: On May 5th, 2013 my Volvo stalled, so I left it at night drop the same night at Don Beyer Volvo. They told me that it was fixed and charged me $1870.48 for the repairs. 4 days latter on May 10th 2013, the car stalled again. Again took it back to them, this time they kept my car for 8 days and charged me again $542.13 and, [redacted] in the service department gave me oral guaranty for a year that the car will not stall. Well it stalled again on September 17th, 2013. I had it towed to Don Beyer on the 19th. Today [redacted] called and said that it would cost me another $1050.00. When I told [redacted] about the warranty he now said the warranty is only for the parts. They charged me $2412.61 (the value of the car is $1000.00 as per them). did not fix the for the problem I had taken the car in for the first time. I tried calling the service manager, [redacted] twice, he did not take my calls on the 3 try I left a message on his voice mail. Then waited by my phone all afternoon but he did not call me back. Finally I went To Don Beyer at 5:05pm today, was told by [redacted] that [redacted] did not think it was necessary for him to call me back. Now they will not return my car till I pay $124.00.

They have charged me for repairs they did not do (stop the car from stalling). They took advantage of me because I am a woman, and do not know much about car repairs. I said yes to what ever [redacted] told me had to be fixed on my first visit on 5/5/13. I did not question him thinking he knows best.Desired Settlement: I want Don Beyer to fix the problem for which I had taken the car to them the first time on 5/05/2013. I do not want to pay any more. I have already paid $2412.61 and the problem still persists.

Business

Response:

The vehicle came in on 5/6/2013, first time since 10/2007, with a check engine light present. The technician diagnosed the stored code of 1-2-1 for faulty fuel/air mixture to two areas: 1) the air mass meter was not holding proper positioning which caused faulty air to fuel mixtures. 2) the positive crankcase ventilation screen was leaking oil which contaminated the spark plugs. These repairs were made with the approval of the customer after explaining the process. The vehicle returned on 5/11/2013 with a complaint of stalling. No stored codes were present to indicate any issues with the vehicle. The technician verified all the previous work performed and found all components to be functioning properly. We conferred with the customer and it was agreed that we would continue to diagnose the vehicle with the technician driving the vehicle with multiple diagnostic components attached to attempt to identify root cause. During this time, two issues were discovered. 1) was the electrical portion of the ignition switch was creating a short which was causing erratic behavior with the vehicle. This was corrected with the customer's consent. 2) one of the diagnostic tools indicated that the fuel pump relay had reset. This device is responsible for supplying power for the fuel pump. The technician found the fuel pump relay to be warm to the touch(overheating) and to be original equipment on the vehicle. This was replaced with the consent of the customer. The technician drove the vehicle with these new components and the vehicle functioned normally and was returned to the customer. The vehicle did not have any issues until it returned to us on 9/19/2013 with a "no start" condition. We performed diagnostics and found no signal from the fuel pump. We confirmed power getting to the pump but there is no response. Customer was told of the diagnosis with the service consultant. She responded that the vehicle was in for the same issue and doesn't understand why it will cost her more. She requested a call from the manager. While she was waiting for a call back she contacted a local facility and they informed her differently. The local station contacted the service consultant and informed him that the vehicle was going to be towed out to them. I received the message to call **. [redacted]. Before I called her I conferred with the service consultant to get all details. It was my understanding that **. [redacted] was getting the vehicle taken out of our facility and no call back was necessary because of her decision. I talked with **. [redacted] extensively on the needed repairs the next morning(9/20/2013. I explained to her how the components function. She stated she would get back to me in an hour or two after talking with her family. No call was returned. The vehicle is still at our facility. We do reserve the right to charge for storage at $70 per day.

Review: To whom it may concern,I'm sending this e-mail to let you know about a very bad experience I had with your service department at Beyer Kia in [redacted]. I own a 2013 Kia [redacted] hatchback that I bought over the summer. So, the [redacted]'s do not come with a spare tire. However, I had to buy a spare tire and spare tire kit from your dealership from the parts department and had a great experience.However, I needed to have the spare tire mounted to the rim. So I thought, I would just go next store and have the service department mount the tire on the rim by your service department. When I contacted the service department, I was quoted 20.00 to mount a spare time on a spare rim. So the day that I bought the spare tire and kit from the parts department, I stopped by the service department to inquire about having the tire mounted. I got a vibe that they were busy since it was a Saturday, 11/30, so I told your service advisor [redacted] that I could come back and asked him if I could schedule an appointment. He said, sure so he scheduled me an appointment for Wednesday 6:00 PM on 12/4. By the way, he said the fee would be 20.00. So I showed up at 6:00 on Wednesday and I was greeted by the cashier on duty. He said that nobody was there who could do the work because he said that all the mechanics had left for the day even though [redacted] had scheduled me for 6:00 PM on Wednesday evening. I was left to have to come back a THIRD time.So I called back again and spoke with a woman on Monday morning 12/9 about possibly scheduling a time to come in to just have a spare time mounted on a rim from the kit I bought from your parts department. She said that they could do it while I waited and that it would be 20.00. I stopped by and spoke to the same women who I spoke with on the phone. After waiting for several minutes, I told her that I needed to have a spare time mounted on a rim. She kept asking me about my car. I told her I just needed to have my spare tire mounted to a rim that I had for a 2013 Kia [redacted] and then I asked her how much it was cost and she said 60.00. I was just told previously that it would be 20.00, so she said that they would do it for 20.00, so I said forget it.To make a long story short, all I wanted was to have a simple spare time mounted to a spare rim for my 2013 Kia [redacted] hatchback that I bought from your parts department and all I got, was lied to twice by two different people in your service department. First by [redacted] for making an appointment for 6 when no one would be there on a Wednesday evening and then again by the other service advisor and told be over the phone that it would be 20.00 to mount a tire and then I show up, she quoted me 60.00. I canceled the appointment and decided to have the tire mounted elsewhere.I hate to write this e-mail as much as you will hate to read it, but again, I had a great experience with your parts department, but had the worse experience I've ever had with a service department as I was lied to directly twice by [redacted] about the scheduling on Wednesday and the 20.00 quote from the other service advisor.I've completely lost confidence in your service department and all I got was the run around. IThank you,[redacted]Home -###-###-####Cell - ###-###-####Desired Settlement: To whom it may concern,I would just like for the dealership to be honest rather then lie to customers.This is the exact note that I sent to the owner and general manager of Beyer Kia in [redacted], VA. Please let me know if you need any other information from me.Thank you,[redacted]Home - ###-###-####Cell - ###-###-####

Business

Response:

On behalf of everyone at Beyer Kia, I sincerely apologize for the bad experience. I am unsure why something as simple as a tire installation caused so much confusion and frustration, but, having worked with **. [redacted] for the better part of ten years, I am hopeful whatcame across as dishonest was not his intention; indeed, **. [redacted] has never been accused of being dishonest or of lying to a customer during his long time here.