Revdex.com, Inc.
100 Bryant Woods South
Amherst, NY 14228
RE: Revdex.com Complaint #[redacted]
Attention : [redacted] (Complaint Handler)
Response to Complaint:
April 25, 2014
The Dorschel Group
3817...
West Henrietta Road
Rochester, NY 14623
We recently received your correspondence and complaint form filed with your office (complaint #: [redacted]. We appreciate the opportunity to respond to the concerns presented in your letter dated
April 23, 2014.
The customer was concerned with the pricing of the vehicle they purchased from [redacted] ("UAC"). I have enclosed evidence that supports the pricing of the transaction, and shows that UAC should not be responsible for a refund, adjustment or exchange.
The customer came to UAC on March 24, 2014, completely unsolicited by the dealership and was in search of a quality SUV to purchase. He requested assistance with financing for the purchase. The customer was also in possession of a 1997 Volvo S80 to trade-in, which the dealership determined had an actual cash value of $500.
The customer then picked out a 2007 Nissan Murano S AWD with approximately 80,000 miles on it. The customer and dealership agreed to a transaction net price of $12,315. Attached is an accurate Kelley Blue Book retail pricing guide that indicates a market value of $12,430.00 and demonstrates the sales price was appropriate for this type of vehicle.
We arranged for the financing of the vehicle with one of our indirect lending finance companies, at terms approved by both parties and consistent with the customer's qualifications. At this point in time,
the customer contacted his insurance company and placed full coverage on the Nissan Murano. All documents pertaining to the purchase were drawn up and printed. The customer then sat with the Store Manager - all documentation was fully disclosed and the customer was able to review and take possession of the documentation, and copies were provided to him after signing.
I regret that the customer felt he did not get a fair price. Our relationship with our customers is important to us. The manner in which we service our accounts is key to our success, and the success of
our customers. Our sales representative, [redacted], did conduct some follow-up e-mail correspondence with the customer and did attempt to respond to the customers concerns.
In summary, the customer was not overcharged for the vehicle. The price of the vehicle was a fair price. The finance charge is directly linked to his qualifications, and all documents pertaining to the purchase were fully disclosed and explained to him. UAC has no obligation to refund or alter this transaction. If you need further clarification, please do not hesitate to contact me at ###-###-####.
Sincerely,
[redacted]
Area Manager
Upstate Auto Credit, Inc.
Enclosures: Kelley Blue Book retail pricing guide
KT/dmv
Good Afternoon,
Calibri, sans-serif;">Please see the attached response to Revdex.com complaint ID [redacted]. Please feel free to contact me with any questions. Thank you, [redacted] Administrative Assistant - Executive Offices p. ###-###-#### | f. ###-###-#### [redacted] The Dorschel Group 3817 West Henrietta Road | Rochester, NY 14623 | www.dorschel.com
The Dorschel Group3817 West Henrietta RoadRochester, NY 14623
September 4, 2015
Revdex.com, Inc.100 Bryant Woods SouthAmherst, NY 14228
RE: Revdex.com Complaint ID [redacted] (submitted on August 31st, 2015)
Attention: [redacted], Complaint Handler
To...
Whom It May Concern:It is Dorschel’s goal to have our customers leave the Service Department completely satisfied with the service performed on their vehicles. We find it unfortunate that [redacted] had an unsatisfactory experience, and that he felt he was not given all the information that should have been provided to him regarding the estimate for service work on his Volkswagen Jetta GLI.
To resolve [redacted]’s concern, we have reached out to him and provided him with a full refund for the estimate, in the amount of $97.20.
This issue has been resolved with the customer.
Should you have any questions or need further information, please feel free to contact us.
Sincerely,Todd T[redacted]Volkswagen Service ManagerThe Dorschel Group###-###-####
The Dorschel Group3817 West Henrietta RoadRochester, NY 14623
June 30, 2015
Revdex.com, Inc.100 Bryant Woods SouthAmherst, NY 14228
RE: Revdex.com Complaint ID [redacted] (submitted on June 25, 2015)
Attention: [redacted], Complaint Handler
To Whom It...
May Concern:We are in receipt of the notice from your office regarding Complaint ID [redacted] and the situation with the customer’s vehicle. Thank you for allowing us an opportunity to respond to the customers concerns.On December 20, 2012, the customer purchased a certified pre-owned 2011 Lexus GX 460 with 15,988 miles on the vehicle. During the next 26 months, the vehicle had been driven over 33,000 miles and had never been serviced by Dorschel Lexus.
The first visit to our service department was on February 16, 2015, at which time the vehicle had 49,092 miles on it. The vehicle had a malfunction light on and it was discovered to have a faulty Accumulator Assembly and corroded connector wire. The vehicle was out of service for 17 days during which time the customer was provided a complimentary loaner vehicle. The repair was made and the vehicle returned on February, 24, 2015.
On May 2, 2015, the customer returned to our service department a second time with the vehicle having 52,107 miles and concerns of a malfunction light. At this time, the vehicle was no longer covered under the manufacturer warranty. A diagnosis confirmed a poor connection by a corroded wire located on the opposite side of the repair made in February. This wire had been exposed to salt and was an entirely separate repair. As a goodwill gesture, Dorschel absorbed the cost of this repair for the customer.
It has been brought to our attention that the customer contacted the Lexus manufacturer directly for consideration of a buy back. This request has been denied by the manufacturer. Dorschel is not in a position to “take the car back” after 26 months of ownership. However, we will continue to provide automotive service to this vehicle should the customer choose to bring the vehicle back to Dorschel Lexus for future repairs and maintenance.
Should you have any questions or need further information, please feel free to contact us.
Sincerely,Todd T[redacted]Lexus Service Manager###-###-####
Please contact me with any questions.
Thank you,
[redacted]
Administrative Assistant -
Executive Offices
p. ###-###-#### | f.
###-###-####
[redacted]@dorschel.com
The Dorschel Group
3817 West Henrietta Road |
Rochester, NY 14623 | www.dorschel.com
Please see the attached response to complaint ID [redacted] and contact me with any questions.
Thank you,
[redacted]Administrative Assistant - Executive Officesp. ###-###-#### | f....
###-###-####[redacted] The Dorschel Group3817 West Henrietta Road | Rochester, NY 14623
| www.dorschel.com
I had 3 appointment at Dorschel SAAB service department and spend o lot of my time to fix the check engine light is on and A/C is not getting cold on my SAAB-93. In first my visit the diagnose of the problem has not been correct and a lot of unnecessary work has been done on my car and I pay for it.
The second time of my visit with the same concern they found faulty coolant temp sensor.
The next time of my visit the coolant temp sensor replaced and I pay again.
Service Adviser: [redacted].
...⇄ The Dorschel Group ...⇄ 3817 West Henrietta Road ...⇄ Rochester, NY 14623
Revdex.com, Inc.
100 Bryant Woods South
Amherst, NY 14228
RE: Revdex.com Complaint #[redacted]
Attention: [redacted], Complaint Handler
Response to Complaint:
In response to the recent complaint received on 4/20/2014, for customer (complaint #: [redacted]).
I contacted the customer on 4/21/2014 to let them know that I would be handling the cancelation of her Vehicle Service Agreement (EasyCare #: [redacted]). On 4/26/2014, the customer came into the dealership and provided me with the documents needed to process the cancelation and signed an EasyCare cancellation request form.
The Controller, [redacted] was then provided all the necessary documents to process the cancellation. A cancellation notice was received and a check was then made payable to the customer for the unused portion of the Vehicle Service Agreement plus applicable sales tax (copies of cancellation notice and refund check attached).
As promised, I contacted the customer today to inform her that a refund had been issued. It was determined by both parties that her refund check would be sent out to her in the mail today.
Customer satisfaction is very important to us. Thank you for the opportunity to work with our customer to resolve their complaint. If any further clarification is needed, please do not hesitate to contact me at ###-###-####.
Sincerely,
[redacted]
Sales Support Office Manager
Enclosure: Copy of customer refund correspondence/check
Copy of cancellation notice
EB/dmv
...⇄ The Dorschel Group ...⇄ 3817 West Henrietta Road ...⇄ Rochester, NY 14623
Revdex.com, Inc.
100 Bryant Woods South
Amherst, NY 14228
RE: Revdex.com Complaint #[redacted]
Attention: [redacted], Complaint Handler
Response to Complaint:
In response to the recent complaint received on 5/30/2014, for customer (complaint #: [redacted]).
Please find enclosed a copy of a check that was issued to the customer for $263.41 to reimburse them for the purchase of rotors and brake pads for their Toyota RAV4.
We apologize for any misunderstanding. It is difficult to approve any service issue that we have not been able to examine in our service department.
The vehicle was reconditioned to Toyota’s standards, but ultimately customer satisfaction is most important to us. Thank you for the opportunity to work to resolve this customer’s concern. If you need any further clarification, please do not hesitate to contact me at ###-###-####.
Sincerely,
[redacted]
Senior Team Leader
Enclosure: Copy of customer reimbursement letter/check
ES/dmv
Response to Complaint:Response to 2nd rejection from customer dated 10/14/2015 (complaint ID [redacted]) is below.
To Whom It May Concern:The Dorschel Group has made every effort to resolve this issue in a fair, timely, and reasonable manner. We feel our most recent offer of $609.00 is extremely reasonable given the fact that we neither performed nor caused unnecessary repairs. Each offer we have made has been rejected, with no indication from the customer what the acceptable outcome would be. To continue our good faith effort to take care of this issue, we will keep the offer of $609.00 on the table for 90 days from the date of this letter. The Dorschel Group goes above and beyond to resolve customer issues as exhibited by our continued commitment to resolve this matter.
Should you have any questions or need further information, please feel free to contact us.
Sincerely,Tom W[redacted]Mini of Rochester Service ManagerThe Dorschel Group
January 7, 2016
Revdex.com 100 Bryant Woods South Amherst, New York 14228
RE: Revdex.com Complaint ID [redacted]
Attention: [redacted] Complaint Handler
In response to [redacted] complaint submitted on 12/29/15 regarding her 2008 Kia Sedona, are the following facts: 1). Vehicle warranty with Kia expired on May 15, 2014. Vehicle currently has over 82,617 miles and the mileage warranty expired at 60,000 miles. 2). On February 18, 2011, we completed the technical service bulletin (not a recall) she refers to in her complaint as never having been done. (Repair Order #[redacted]). 3). On January 23, 2013, we installed a sliding door motor actuator, covered by the manufacturer warranty at that time. 4). On August 2, 2013, we cleaned the sliding door track of debris and replaced the sliding door control button, covered by the manufacturer warranty. 5). On November 11, 2013, the customer came in for a service maintenance visit, no mention of door operation issue. 6). May 15, 2014 – Sliding door does not close – technician found jack tools and other items in jack compartment pulling on manual release cable preventing fuel filler door from closing and the sliding door will not close (by design) with the fuel filler door open. 7). On March 31, 2015 – the customer came in for a service maintenance visit, no mention of sliding door issue. 8). December 29, 2015 – Customer states door will not open. Dealer forgoes diagnosis fees to determine cause to assist customer. Vehicle out of manufacturer warranty (82,617 miles). Dealer determines that sliding door control module has failed. Dealer offers to intercede with manufacturer to get part covered, customer responsible for labor to install. Customer declines offer stating “has no money” to pay for repairs. continued on page 2 At this point, the issue with the customer’s vehicle rests between the customer and [redacted] the manufacturer. Dorschel Kia has followed the repair procedures that [redacted] the manufacturer, has recommended. The dealer has offered to work for the customer as a advocate to assist and the customer is not inclined to participate in the repairs. No further action to be taken by Dorschel Kia.
Sincerely,
[redacted] Dorschel Automotive 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.
[redacted] was completely professional throughout the handling of this situation.
Regards,
[redacted]
In response to the recent complaint received on 2/9/2014, for customer (complaint ID: [redacted]).
The original delay in registering the customer’s vehicle with the New Jersey Department of Motor Vehicles (DMV) was due to the customer providing us an insurance binder versus an actual insurance card (a requirement of the New Jersey DMV).
The second delay in the processing of the DMV documents was due to the weather and closing of the New Jersey DMV and the back log of documents they had for processing. Our DMV Advisor was in direct contact with Jupiter Tag & Title Service (a company who handles various DMV concerns, including assisting dealers with expediting turnaround time on out of state retail/lease deals). We received notice that the plates and registration were finally processed and received and were being federal expressed to the customer on 2/19/2014.
Customer satisfaction is very important to us. Due to the inconvenience the customer experienced, we provided them a check for (2) months lease payments (see attached). This incidence also provided an opportunity for us to provide additional training to our staff on the importance of communicating with our customers on a timely basis.
If you have any concerns or need further clarification, please do not hesitate to contact me at ###-###-####.
Sincerely,
[redacted]
Senior Team Leader
Dorschel Nissan
Response to Complaint:
In response to the recent complaint dated September 16th, 2015 (complaint ID [redacted]) regarding a 2005 Mini Cooper with 87,826 miles.Customer’s desired settlement:1) A refund of the money paid towards the brake light and tachometer issue.2) A refund for...
the unrelated repairs of the alternator and pulley.To Whom It May Concern:
Below you will find documentation summarizing events regarding two repairs listed in the customer’s complaint letter. The first issue is the brake lamp and tachometer concern. The second is the alternator, pulley and belt concern. After receiving this complaint by the Revdex.com, Mini of Rochester offered a refund to the customer as a goodwill gesture to resolve issue 1, leaving only issue 2 in question. We believe the documentation listed below supports no wrong doing on the part of Mini of Rochester, specifically issue 2. The documentation outlines and supports a recent repair performed elsewhere regarding issue 2. The repairs recommended and performed by Mini of Rochester resolved the customer’s issue. Mini of Rochester respectfully declines an offer for issue 2.
July 17th 2015[redacted] brought her 2005 Mini Cooper in to Mini of Rochester for the brake lamps staying on after the vehicle was turned off, and a tachometer that was inoperative.Our technician performed a compensative energy test along with replacement of some shorted fuses.During this process the brake lamps, along with the tachometer, began to operate as designed by the manufacturer, indicating the possibility of an intermittent issue. Due to the fact we could go no further, the customer was notified to pick up her vehicle.
July 20th 2015[redacted] picked up her vehicle and returned stating the vehicle will not go over 10mph. The vehicle was left with our service department for a diagnosis.
July 21st 2015Our technician diagnosed the vehicle as needing an alternator replacement. The alternator had a low voltage and charge rate reading causing a loss of power, which is what the customer experienced. The service advisor also advised the customer that the vehicle may have other issues relating to this repair, he stated we will need to get the voltage to manufactures specifications to be able to test further. The customer authorized replacement of the alternator.Note: The customer stated on July 21st, 2015 at 3:18pm that an alternator clip and serpentine belt were recently replaced prior to arriving at our dealership. This repair is noted in the customers letter regarding a July 4th no start issue that occurred in a car wash.
July 22nd 2015A message was left with the customer by our service advisor at 8:30am on July 22nd, 2015 stating the vehicle is running better, although a burning smell was detected by the technician.At 8:48am, the customer called back and was advised by the service writer that our technician found a belt pulley worn to a point where it was allowing the belt to rub against a bolt, damaging the belt. The service advisor recommended replacement of the serpentine belt and pulley. The customer stated she would call back after speaking with her parents. At 8:56am, the customer called back and requested the service advisor call her father, [redacted].At 9:13am, the service advisor spoke with [redacted] and explained what the technician found, along with the recommendation. [redacted] mentioned the belt in question is new and just replaced elsewhere, which supported the prior statement by [redacted] (The pulley will continue to damage the belts until replaced). The repairs were authorized by[redacted] along with a request that the service advisor return the failed alternator to him. The advisor put the alternator in a box in the customer’s vehicle on the back seat.The vehicle was completed and picked up by the customer, the customer states in her letter the vehicle was running okay after these repairs.
July 24th 2015The customer experienced the original concern regarding the brake lamps and tachometer issue. I received an email regarding the service issue and at 3:56pm, I responded and apologized along with inquiring about a previous accident repair that was mentioned to my advisor by the customer. At 5:21pm, [redacted] responded by email and stated the collision center said they did all they can do.
July 28th 2015A repair order was written to diagnose the brake lamps and tachometer issue at no charge to the customer as a goodwill gesture, continuing where we left off.
July 31st 2015The service advisor left a message with [redacted] stating our BMW field technician was helping diagnose and he felt it was one of the modules associated with this circuit.
August 3rd 2015The service advisor left a message with [redacted] at 5:22pm offering the use of a loaner vehicle to drive to ease the inconvenience while we were diagnosing her issue.
August 6th 2015The service advisor left an additional message at 1:51pm with [redacted] due to no response on the prior attempt offering a loaner vehicle to drive. We also requested the repair receipt from an accident repair the customer mentioned she had completed elsewhere.
August 12th 2015The service advisor left a message with [redacted] at 2:43pm requesting information on when this issue occurred in relation to the accident, whether it occurred before, during or after the accident. The advisor also mentioned there was wiring the technician found that raised some concerns. The advisor recommended we go further behind the dash to trace the wiring. A return message was left by [redacted] stating the brake lamp and tachometer issue occurred during the accident.
August 18th 2015[redacted] emailed at 1:22pm stating she was not going to continue with the repairs and was taking the car back where the vehicle was originally purchased. She asked if she could keep the rental car from the current date (Tuesday) until Friday, where I replied at 1:23pm that returning the rental on Friday was fine.
August 21st 2015[redacted] arrived to pick up her vehicle. As her vehicle was driven around the building to be delivered back to her, it was realized the right rear tire was very low on air, which apparently leaked out during the time the vehicle sat in our lot that week. The tires on the vehicle were mismatched and the tread on this specific tire was extremely low. As a goodwill gesture, the service advisor drove home and picked up a used tire he owns for his vehicle that has the same size tire. The tire was installed free of charge.
Resolution Offer:Although the aforementioned issues are truly unfortunate, the responsibility of the customer’s repairs fall on the customer. The original concern of the brake lamp and tachometer issue was an involved diagnosis, not only to locate the issue which was narrowed down to one of the modules and subsequently replaced elsewhere, but also determining if there was any additional wiring issues that may have contributed to the module failure. Based on the wire we observed that was installed incorrectly, there was concern other issues may be present. As stated on repair order 96015128, dated July 28th, 2015, our technician repaired at no charge one overlaid wire that was installed in a connector in the wrong pin.As a goodwill gesture after receiving this complaint from The Revdex.com, Mini of Rochester reached out to the customer offering a refund in the amount of $213.79, which is the only amount paid to us by the customer for the brake lamp and tachometer issue. This refund, along with absorbing the cost of the rental vehicle and the additional wire tracing with the BMW field technician, should resolve this particular concern leaving no money paid to Mini of Rochester for the aforementioned issue.Regarding the alternator, pulley and belt issue; these repairs are not related to the original concern and as documented in the customer’s letter along with phone correspondence with both [redacted] and [redacted], the alternator and belt were an issue prior to the vehicle coming in to Mini of Rochester. As documented, the alternator along with the belt and pulley replacement performed by Mini of Rochester did in fact resolve the customer’s issues regarding the loss of power.It appears, as stated in her letter, the customer is seeking reimbursement for this issue purely due to the fact the vehicle was in our care when the failure occurred. This alone is not an indication of any wrong doing on the part of Mini or Rochester any more than the car wash would be liable for the vehicle not starting which led to the original alternator clip and belt replacement performed elsewhere. It is clearly documented the alternator and belt were already the subject of issues prior to arriving at Mini of Rochester. Subsequently this issue was repaired and resolved at Mini of Rochester. Mini of Rochester respectfully declines an offer for issue 2.
After offering [redacted] a refund in the amount of $213.79, [redacted] replied she does not accept the offer. We would be happy to leave this offer on the table feeling it is a fair resolution.Should you have any questions or need further information, please feel free to contact us.
Sincerely,Tom W[redacted]Mini of Rochester Service ManagerThe Dorschel Group
September 17, 2015
Revdex.com, Inc.100 Bryant Woods SouthAmherst, NY 14228
RE: Revdex.com Complaint ID [redacted]
Attention: [redacted], Complaint Handler ext [redacted]
Response to Complaint:
In response to the recent complaint dated September 16th, 2015 (complaint ID [redacted]) regarding a 2005 Mini Cooper with 87,826 miles.Customer’s desired settlement:1) A refund of the money paid towards the brake light and tachometer issue.2) A refund for the unrelated repairs of the alternator and pulley.
To Whom It May Concern:
Below you will find documentation summarizing events regarding two repairs listed in the customer’s complaint letter. The first issue is the brake lamp and tachometer concern. The second is the alternator, pulley and belt concern. After receiving this complaint by the Revdex.com, Mini of Rochester offered a refund to the customer as a goodwill gesture to resolve issue 1, leaving only issue 2 in question. We believe the documentation listed below supports no wrong doing on the part of Mini of Rochester, specifically issue 2. The documentation outlines and supports a recent repair performed elsewhere regarding issue 2. The repairs recommended and performed by Mini of Rochester resolved the customer’s issue. Mini of Rochester respectfully declines an offer for issue 2.
July 17th 2015[redacted] Nobrega brought her 2005 Mini Cooper in to Mini of Rochester for the brake lamps staying on after the vehicle was turned off, and a tachometer that was inoperative.Our technician performed a compensative energy test along with replacement of some shorted fuses.During this process the brake lamps, along with the tachometer, began to operate as designed by the manufacturer, indicating the possibility of an intermittent issue. Due to the fact we could go no further, the customer was notified to pick up her vehicle.
July 20th 2015[redacted] picked up her vehicle and returned stating the vehicle will not go over 10mph. The vehicle was left with our service department for a diagnosis.
July 21st 2015Our technician diagnosed the vehicle as needing an alternator replacement. The alternator had a low voltage and charge rate reading causing a loss of power, which is what the customer experienced. The service advisor also advised the customer that the vehicle may have other issues relating to this repair, he stated we will need to get the voltage to manufactures specifications to be able to test further. The customer authorized replacement of the alternator.Note: The customer stated on July 21st, 2015 at 3:18pm that an alternator clip and serpentine belt were recently replaced prior to arriving at our dealership. This repair is noted in the customers letter regarding a July 4th no start issue that occurred in a car wash.
July 22nd 2015A message was left with the customer by our service advisor at 8:30am on July 22nd, 2015 stating the vehicle is running better, although a burning smell was detected by the technician.At 8:48am, the customer called back and was advised by the service writer that our technician found a belt pulley worn to a point where it was allowing the belt to rub against a bolt, damaging the belt. The service advisor recommended replacement of the serpentine belt and pulley. The customer stated she would call back after speaking with her parents. At 8:56am, the customer called back and requested the service advisor call her father, [redacted].At 9:13am, the service advisor spoke with [redacted] and explained what the technician found, along with the recommendation. [redacted] mentioned the belt in question is new and just replaced elsewhere, which supported the prior statement by [redacted] (The pulley will continue to damage the belts until replaced). The repairs were authorized by[redacted] along with a request that the service advisor return the failed alternator to him. The advisor put the alternator in a box in the customer’s vehicle on the back seat.The vehicle was completed and picked up by the customer, the customer states in her letter the vehicle was running okay after these repairs.
July 24th 2015The customer experienced the original concern regarding the brake lamps and tachometer issue. I received an email regarding the service issue and at 3:56pm, I responded and apologized along with inquiring about a previous accident repair that was mentioned to my advisor by the customer. At 5:21pm, [redacted] responded by email and stated the collision center said they did all they can do.
July 28th 2015A repair order was written to diagnose the brake lamps and tachometer issue at no charge to the customer as a goodwill gesture, continuing where we left off.
July 31st 2015The service advisor left a message with [redacted] stating our BMW field technician was helping diagnose and he felt it was one of the modules associated with this circuit.
August 3rd 2015The service advisor left a message with [redacted] at 5:22pm offering the use of a loaner vehicle to drive to ease the inconvenience while we were diagnosing her issue.
August 6th 2015The service advisor left an additional message at 1:51pm with [redacted] due to no response on the prior attempt offering a loaner vehicle to drive. We also requested the repair receipt from an accident repair the customer mentioned she had completed elsewhere.
August 12th 2015The service advisor left a message with [redacted] at 2:43pm requesting information on when this issue occurred in relation to the accident, whether it occurred before, during or after the accident. The advisor also mentioned there was wiring the technician found that raised some concerns. The advisor recommended we go further behind the dash to trace the wiring. A return message was left by [redacted] stating the brake lamp and tachometer issue occurred during the accident.
August 18th 2015[redacted] emailed at 1:22pm stating she was not going to continue with the repairs and was taking the car back where the vehicle was originally purchased. She asked if she could keep the rental car from the current date (Tuesday) until Friday, where I replied at 1:23pm that returning the rental on Friday was fine.
August 21st 2015[redacted] arrived to pick up her vehicle. As her vehicle was driven around the building to be delivered back to her, it was realized the right rear tire was very low on air, which apparently leaked out during the time the vehicle sat in our lot that week. The tires on the vehicle were mismatched and the tread on this specific tire was extremely low. As a goodwill gesture, the service advisor drove home and picked up a used tire he owns for his vehicle that has the same size tire. The tire was installed free of charge.
Resolution Offer:Although the aforementioned issues are truly unfortunate, the responsibility of the customer’s repairs fall on the customer. The original concern of the brake lamp and tachometer issue was an involved diagnosis, not only to locate the issue which was narrowed down to one of the modules and subsequently replaced elsewhere, but also determining if there was any additional wiring issues that may have contributed to the module failure. Based on the wire we observed that was installed incorrectly, there was concern other issues may be present. As stated on repair order [redacted] dated July 28th, 2015, our technician repaired at no charge one overlaid wire that was installed in a connector in the wrong pin.As a goodwill gesture after receiving this complaint from The Revdex.com, Mini of Rochester reached out to the customer offering a refund in the amount of $213.79, which is the only amount paid to us by the customer for the brake lamp and tachometer issue. This refund, along with absorbing the cost of the rental vehicle and the additional wire tracing with the BMW field technician, should resolve this particular concern leaving no money paid to Mini of Rochester for the aforementioned issue.Regarding the alternator, pulley and belt issue; these repairs are not related to the original concern and as documented in the customer’s letter along with phone correspondence with both [redacted] and [redacted], the alternator and belt were an issue prior to the vehicle coming in to Mini of Rochester. As documented, the alternator along with the belt and pulley replacement performed by Mini of Rochester did in fact resolve the customer’s issues regarding the loss of power.It appears, as stated in her letter, the customer is seeking reimbursement for this issue purely due to the fact the vehicle was in our care when the failure occurred. This alone is not an indication of any wrong doing on the part of Mini or Rochester any more than the car wash would be liable for the vehicle not starting which led to the original alternator clip and belt replacement performed elsewhere. It is clearly documented the alternator and belt were already the subject of issues prior to arriving at Mini of Rochester. Subsequently this issue was repaired and resolved at Mini of Rochester. Mini of Rochester respectfully declines an offer for issue 2.
After offering [redacted] a refund in the amount of $213.79, [redacted] replied she does not accept the offer. We would be happy to leave this offer on the table feeling it is a fair resolution.Should you have any questions or need further information, please feel free to contact us.
Sincerely,Tom W[redacted]Mini of Rochester Service ManagerThe Dorschel Group
Please see the attached response to complaint ID [redacted], along with the supporting documents. Please contact me with any questions.
Thank you, Caryn E. [redacted]Administrative Assistant - Executive OfficesThe Dorschel Group3817 West Henrietta Road | Rochester, NY 14623 |...
www.dorschel.comIn response to Ms. [redacted]’s complaint dated March 8th, 2016: On Wednesday 3/2/16, Ms. [redacted] arrived in our service drive at approximately 4:45pm so we could briefly look at the door handles on her 2011 KIA Sedona. At that time, all four doors outside handles were operating, with the only note that the passenger side front handle did not easily return to the normal position. The customer stated that the passenger side doors would be frozen shut in the morning when parked in her driveway overnight. The customer stated that they live on a hill and the wind blows very hard on to that side of the car. The customer also stated that the driver side rear sliding door would sometimes not open or open partially. At this time it was agreed that the customer would go to an event that was previously scheduled and return that evening to leave the vehicle in the night drop. It was also agreed that they would run the vehicle through a carwash before leaving it so it would simulate wet road conditions (current weather was clear and cold). On Thursday 3/3/16 at 7:06am, repair order 16324330 (attached) was generated, the vehicles mileage was 146,519. Upon inspection of the vehicle outside of the building, we found the passenger side front door and passenger side rear sliding door frozen with ice and would not open (outside temperature was below 20 degrees) . The driver side front door and driver side rear sliding door opened as normal. The vehicle was then pulled in to the shop and we found ice buildup and dirt in the outside handle on the passenger side front door handle and ice buildup on the lower part of the passenger side sliding door weather strip. After approximately 15 minutes the ice was melted and the doors worked as they did the previous evening. The technician cleaned and lubricated the passenger front door outside handle and confirmed that it was then operating as designed. The technician also cleaned and lubed all four door weather strips. We informed the customer that there were no broken or defective parts. The concern was caused by water freezing in the RH front door handle and on the RH rear sliding door weather strip. The replacement of any parts will not change this condition. The customer picked the vehicle up at 5:00pm on 3/3/16.The following is a list of all the previous service visits by this customer with this vehicle to our facility:
2/7/2014 - Repair Order# [redacted] - 65,439 miles. (Warranty expired at 60,000 miles). Customer was in to complete three recall service campaigns and an oil change. Customer did not mention any door issues or concerns. (Attached)10/10/14 - Repair Order# [redacted] - 92,754 miles. Customer was in to complete two recall service campaigns. Customer did not mention any door issues or concerns. (Attached)
6/22/15 - Repair Order# [redacted] - 118,618 miles. Customer was in to have an oil leak diagnosed. Customer did not mention any door issues or concerns. (Attached) Customer declined oil leak repair.There is no other history of this vehicle being at our facility.This vehicle is out of the manufacturer warranty. As a result, the issue lies between the customer and KIA, the manufacturer.
Sincerely,Tom S[redacted]Kia Service ManagerThe Dorschel Group585.321.2416
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. Thank you very much for all your assistance in the matter, I am very happy with the resolution of the case.
Regards,
[redacted]
...⇄ The Dorschel Group ...⇄ 3817 West Henrietta Road ...⇄ Rochester, NY 14623
Revdex.com, Inc.
100 Bryant Woods South
Amherst, NY 14228
RE: Revdex.com Complaint #[redacted]
Attention: [redacted] (Complaint Handler)
Response to Complaint:
This letter is in response to the customer’s request for further explanation in regards to complaint ID: [redacted]. The following details are in addition to the previously submitted business response made by The Dorschel Group on April 25, 2014.
The customer’s concerns regarding the finance charge on the transaction were addressed in the original response that was submitted. The Truth in Lending or Regulation Z portion of the retail installment contract disclosed to the customer shows the APR, finance charge and payments scheduled to the customer. This box contains a bold border and is in clear view for every customer that enters into a retail installment contract.
It is unfortunate that the customer is unsatisfied with the terms of this retail installment contract. The terms of the financing Upstate Auto Credit obtained for the customer are in direct relation with his credit history. More specifically, his credit history is comprised of past payment performance and collection items that create a credit score. The terms of the contract were the financing options that Upstate Auto Credit made available to the customer for his credit situation. The customer was also given a Risk-Based Pricing Notice that highlights his credit score, the range in which a credit score can fall in, the reporting agency that was used, the way to obtain a free copy of the report, and an agency phone number to dispute or inquire about items in his credit report.
In summary, Upstate Auto Credit fully disclosed all aspects of the retail installment contract to the customer. Amongst these aspects was the Truth in Lending Box that clearly states all aspects of the vehicle financing terms, including the finance charge.
If you need any further clarification or further documentation, please do not hesitate to contact me.
March 19, 2015 class=""> ...⇄ The Dorschel Group ...⇄ 3817 West Henrietta Road ...⇄ Rochester, NY 14623 Revdex.com, Inc. 100 Bryant Woods South Amherst, NY 14228 RE: Revdex.com Complaint ID – [redacted] Attention: [redacted], Complaint Handler Response to complaint: In response to the recent complaint dated 3/9/2015 for customer (complaint ID: [redacted]). On 2/7/2015, the [redacted] was brought in to Dorschel Volkswagen for service. We were asked to perform a diagnosis of the ‘check engine light’, along with several other items. We diagnosed the following:
Check engine light: cause – thermostat, temperature sensor, turbo cut off valve and evaporator purge valve. Replaced and performed a coolant flush due to cleanliness of fluid.
Check oil leak: cause – leaking rear main seal. Replaced rear main seal.
Blower motor only working on setting #4: cause – faulty blower resistor. Replaced blower resistor.
Hood release not operating: cause – faulty hood release lever. Replaced lever.
The vehicle was test driven for quality control. The customer picked up the vehicle on 2/14/2015. On 2/17/2015, the customer returned the vehicle stating the check engine light and radio were not operating. We could not duplicate the check engine light and no codes for the check engine light were stored in the vehicles computer. We did find a blown fuse for the radio and replaced it at no charge to the customer. The customer picked up the vehicle on 2/18/2015. On 3/6/2015, the vehicle was towed in and not running. After diagnosis, it was determined that the timing chain inside the engine had broken, causing internal damage. Unfortunately, the timing chain is located inside the engine and there is no way to detect when a failure could occur on the vehicle with 121,382 miles on it. We offered to take the engine compartment apart, at no charge (approximately a 5-hour process) to determine the extent of the damage. In addition, the Volkswagen manufacturer offered goodwill towards the repair of the vehicle. The customer accepted the assistance and we are moving forward with completing the necessary repairs on the vehicle. If you have any concerns or need further clarification, please do not hesitate to contact me. Sincerely, [redacted] Volkswagen Service Manager Phone: ###-###-#### E-mail: [redacted]@dorschel.com
Revdex.com, Inc.
100 Bryant Woods South
Amherst, NY 14228
RE: Revdex.com Complaint #[redacted]
Attention : [redacted] (Complaint Handler)
Response to Complaint:
April 25, 2014
The Dorschel Group
3817...
West Henrietta Road
Rochester, NY 14623
We recently received your correspondence and complaint form filed with your office (complaint #: [redacted]. We appreciate the opportunity to respond to the concerns presented in your letter dated
April 23, 2014.
The customer was concerned with the pricing of the vehicle they purchased from [redacted] ("UAC"). I have enclosed evidence that supports the pricing of the transaction, and shows that UAC should not be responsible for a refund, adjustment or exchange.
The customer came to UAC on March 24, 2014, completely unsolicited by the dealership and was in search of a quality SUV to purchase. He requested assistance with financing for the purchase. The customer was also in possession of a 1997 Volvo S80 to trade-in, which the dealership determined had an actual cash value of $500.
The customer then picked out a 2007 Nissan Murano S AWD with approximately 80,000 miles on it. The customer and dealership agreed to a transaction net price of $12,315. Attached is an accurate Kelley Blue Book retail pricing guide that indicates a market value of $12,430.00 and demonstrates the sales price was appropriate for this type of vehicle.
We arranged for the financing of the vehicle with one of our indirect lending finance companies, at terms approved by both parties and consistent with the customer's qualifications. At this point in time,
the customer contacted his insurance company and placed full coverage on the Nissan Murano. All documents pertaining to the purchase were drawn up and printed. The customer then sat with the Store Manager - all documentation was fully disclosed and the customer was able to review and take possession of the documentation, and copies were provided to him after signing.
I regret that the customer felt he did not get a fair price. Our relationship with our customers is important to us. The manner in which we service our accounts is key to our success, and the success of
our customers. Our sales representative, [redacted], did conduct some follow-up e-mail correspondence with the customer and did attempt to respond to the customers concerns.
In summary, the customer was not overcharged for the vehicle. The price of the vehicle was a fair price. The finance charge is directly linked to his qualifications, and all documents pertaining to the purchase were fully disclosed and explained to him. UAC has no obligation to refund or alter this transaction. If you need further clarification, please do not hesitate to contact me at ###-###-####.
Sincerely,
[redacted]
Area Manager
Upstate Auto Credit, Inc.
Enclosures: Kelley Blue Book retail pricing guide
KT/dmv
Good Afternoon,
Calibri, sans-serif;">Please see the attached response to Revdex.com complaint ID [redacted]. Please feel free to contact me with any questions. Thank you, [redacted] Administrative Assistant - Executive Offices p. ###-###-#### | f. ###-###-#### [redacted] The Dorschel Group 3817 West Henrietta Road | Rochester, NY 14623 | www.dorschel.com
The Dorschel Group3817 West Henrietta RoadRochester, NY 14623
September 4, 2015
Revdex.com, Inc.100 Bryant Woods SouthAmherst, NY 14228
RE: Revdex.com Complaint ID [redacted] (submitted on August 31st, 2015)
Attention: [redacted], Complaint Handler
To...
Whom It May Concern:It is Dorschel’s goal to have our customers leave the Service Department completely satisfied with the service performed on their vehicles. We find it unfortunate that [redacted] had an unsatisfactory experience, and that he felt he was not given all the information that should have been provided to him regarding the estimate for service work on his Volkswagen Jetta GLI.
To resolve [redacted]’s concern, we have reached out to him and provided him with a full refund for the estimate, in the amount of $97.20.
This issue has been resolved with the customer.
Should you have any questions or need further information, please feel free to contact us.
Sincerely,Todd T[redacted]Volkswagen Service ManagerThe Dorschel Group###-###-####
The Dorschel Group3817 West Henrietta RoadRochester, NY 14623
June 30, 2015
Revdex.com, Inc.100 Bryant Woods SouthAmherst, NY 14228
RE: Revdex.com Complaint ID [redacted] (submitted on June 25, 2015)
Attention: [redacted], Complaint Handler
To Whom It...
May Concern:We are in receipt of the notice from your office regarding Complaint ID [redacted] and the situation with the customer’s vehicle. Thank you for allowing us an opportunity to respond to the customers concerns.On December 20, 2012, the customer purchased a certified pre-owned 2011 Lexus GX 460 with 15,988 miles on the vehicle. During the next 26 months, the vehicle had been driven over 33,000 miles and had never been serviced by Dorschel Lexus.
The first visit to our service department was on February 16, 2015, at which time the vehicle had 49,092 miles on it. The vehicle had a malfunction light on and it was discovered to have a faulty Accumulator Assembly and corroded connector wire. The vehicle was out of service for 17 days during which time the customer was provided a complimentary loaner vehicle. The repair was made and the vehicle returned on February, 24, 2015.
On May 2, 2015, the customer returned to our service department a second time with the vehicle having 52,107 miles and concerns of a malfunction light. At this time, the vehicle was no longer covered under the manufacturer warranty. A diagnosis confirmed a poor connection by a corroded wire located on the opposite side of the repair made in February. This wire had been exposed to salt and was an entirely separate repair. As a goodwill gesture, Dorschel absorbed the cost of this repair for the customer.
It has been brought to our attention that the customer contacted the Lexus manufacturer directly for consideration of a buy back. This request has been denied by the manufacturer. Dorschel is not in a position to “take the car back” after 26 months of ownership. However, we will continue to provide automotive service to this vehicle should the customer choose to bring the vehicle back to Dorschel Lexus for future repairs and maintenance.
Should you have any questions or need further information, please feel free to contact us.
Sincerely,Todd T[redacted]Lexus Service Manager###-###-####
Please contact me with any questions.
Thank you,
[redacted]
Administrative Assistant -
Executive Offices
p. ###-###-#### | f.
###-###-####
[redacted]@dorschel.com
The Dorschel Group
3817 West Henrietta Road |
Rochester, NY 14623 | www.dorschel.com
Please see the attached response to complaint ID [redacted] and contact me with any questions.
Thank you,
[redacted]Administrative Assistant - Executive Officesp. ###-###-#### | f....
###-###-####[redacted] The Dorschel Group3817 West Henrietta Road | Rochester, NY 14623
| www.dorschel.com
I had 3 appointment at Dorschel SAAB service department and spend o lot of my time to fix the check engine light is on and A/C is not getting cold on my SAAB-93. In first my visit the diagnose of the problem has not been correct and a lot of unnecessary work has been done on my car and I pay for it.
The second time of my visit with the same concern they found faulty coolant temp sensor.
The next time of my visit the coolant temp sensor replaced and I pay again.
Service Adviser: [redacted].
April 29,...
2014
...⇄ The Dorschel Group
...⇄ 3817 West Henrietta Road
...⇄ Rochester, NY 14623
Revdex.com, Inc.
100 Bryant Woods South
Amherst, NY 14228
RE: Revdex.com Complaint #[redacted]
Attention: [redacted], Complaint Handler
Response to Complaint:
In response to the recent complaint received on 4/20/2014, for customer (complaint #: [redacted]).
I contacted the customer on 4/21/2014 to let them know that I would be handling the cancelation of her Vehicle Service Agreement (EasyCare #: [redacted]). On 4/26/2014, the customer came into the dealership and provided me with the documents needed to process the cancelation and signed an EasyCare cancellation request form.
The Controller, [redacted] was then provided all the necessary documents to process the cancellation. A cancellation notice was received and a check was then made payable to the customer for the unused portion of the Vehicle Service Agreement plus applicable sales tax (copies of cancellation notice and refund check attached).
As promised, I contacted the customer today to inform her that a refund had been issued. It was determined by both parties that her refund check would be sent out to her in the mail today.
Customer satisfaction is very important to us. Thank you for the opportunity to work with our customer to resolve their complaint. If any further clarification is needed, please do not hesitate to contact me at ###-###-####.
Sincerely,
[redacted]
Sales Support Office Manager
Enclosure: Copy of customer refund correspondence/check
Copy of cancellation notice
EB/dmv
June 6, 2014
4in;">
...⇄ The Dorschel Group
...⇄ 3817 West Henrietta Road
...⇄ Rochester, NY 14623
Revdex.com, Inc.
100 Bryant Woods South
Amherst, NY 14228
RE: Revdex.com Complaint #[redacted]
Attention: [redacted], Complaint Handler
Response to Complaint:
In response to the recent complaint received on 5/30/2014, for customer (complaint #: [redacted]).
Please find enclosed a copy of a check that was issued to the customer for $263.41 to reimburse them for the purchase of rotors and brake pads for their Toyota RAV4.
We apologize for any misunderstanding. It is difficult to approve any service issue that we have not been able to examine in our service department.
The vehicle was reconditioned to Toyota’s standards, but ultimately customer satisfaction is most important to us. Thank you for the opportunity to work to resolve this customer’s concern. If you need any further clarification, please do not hesitate to contact me at ###-###-####.
Sincerely,
[redacted]
Senior Team Leader
Enclosure: Copy of customer reimbursement letter/check
ES/dmv
Response to Complaint:Response to 2nd rejection from customer dated 10/14/2015 (complaint ID [redacted]) is below.
To Whom It May Concern:The Dorschel Group has made every effort to resolve this issue in a fair, timely, and reasonable manner. We feel our most recent offer of $609.00 is extremely reasonable given the fact that we neither performed nor caused unnecessary repairs. Each offer we have made has been rejected, with no indication from the customer what the acceptable outcome would be. To continue our good faith effort to take care of this issue, we will keep the offer of $609.00 on the table for 90 days from the date of this letter. The Dorschel Group goes above and beyond to resolve customer issues as exhibited by our continued commitment to resolve this matter.
Should you have any questions or need further information, please feel free to contact us.
Sincerely,Tom W[redacted]Mini of Rochester Service ManagerThe Dorschel Group
January 7, 2016
Revdex.com 100 Bryant Woods South Amherst, New York 14228
RE: Revdex.com Complaint ID [redacted]
Attention: [redacted] Complaint Handler
In response to [redacted] complaint submitted on 12/29/15 regarding her 2008 Kia Sedona, are the following facts: 1). Vehicle warranty with Kia expired on May 15, 2014. Vehicle currently has over 82,617 miles and the mileage warranty expired at 60,000 miles. 2). On February 18, 2011, we completed the technical service bulletin (not a recall) she refers to in her complaint as never having been done. (Repair Order #[redacted]). 3). On January 23, 2013, we installed a sliding door motor actuator, covered by the manufacturer warranty at that time. 4). On August 2, 2013, we cleaned the sliding door track of debris and replaced the sliding door control button, covered by the manufacturer warranty. 5). On November 11, 2013, the customer came in for a service maintenance visit, no mention of door operation issue. 6). May 15, 2014 – Sliding door does not close – technician found jack tools and other items in jack compartment pulling on manual release cable preventing fuel filler door from closing and the sliding door will not close (by design) with the fuel filler door open. 7). On March 31, 2015 – the customer came in for a service maintenance visit, no mention of sliding door issue. 8). December 29, 2015 – Customer states door will not open. Dealer forgoes diagnosis fees to determine cause to assist customer. Vehicle out of manufacturer warranty (82,617 miles). Dealer determines that sliding door control module has failed. Dealer offers to intercede with manufacturer to get part covered, customer responsible for labor to install. Customer declines offer stating “has no money” to pay for repairs. continued on page 2 At this point, the issue with the customer’s vehicle rests between the customer and [redacted] the manufacturer. Dorschel Kia has followed the repair procedures that [redacted] the manufacturer, has recommended. The dealer has offered to work for the customer as a advocate to assist and the customer is not inclined to participate in the repairs. No further action to be taken by Dorschel Kia.
Sincerely,
[redacted] Dorschel Automotive 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.
[redacted] was completely professional throughout the handling of this situation.
Regards,
[redacted]
In response to the recent complaint received on 2/9/2014, for customer (complaint ID: [redacted]).
The original delay in registering the customer’s vehicle with the New Jersey Department of Motor Vehicles (DMV) was due to the customer providing us an insurance binder versus an actual insurance card (a requirement of the New Jersey DMV).
The second delay in the processing of the DMV documents was due to the weather and closing of the New Jersey DMV and the back log of documents they had for processing. Our DMV Advisor was in direct contact with Jupiter Tag & Title Service (a company who handles various DMV concerns, including assisting dealers with expediting turnaround time on out of state retail/lease deals). We received notice that the plates and registration were finally processed and received and were being federal expressed to the customer on 2/19/2014.
Customer satisfaction is very important to us. Due to the inconvenience the customer experienced, we provided them a check for (2) months lease payments (see attached). This incidence also provided an opportunity for us to provide additional training to our staff on the importance of communicating with our customers on a timely basis.
If you have any concerns or need further clarification, please do not hesitate to contact me at ###-###-####.
Sincerely,
[redacted]
Senior Team Leader
Dorschel Nissan
Good Afternoon,
Please see the attached response to complaint ID 11017146.
Feel free to contact me with any questions.
Thank you,
[redacted]
10pt;">Administrative Assistant - Executive Offices
p. ###-###-#### | f. ###-###-####
[redacted]
The Dorschel Group
[redacted]
Response to Complaint:
In response to the recent complaint dated September 16th, 2015 (complaint ID [redacted]) regarding a 2005 Mini Cooper with 87,826 miles.Customer’s desired settlement:1) A refund of the money paid towards the brake light and tachometer issue.2) A refund for...
the unrelated repairs of the alternator and pulley.To Whom It May Concern:
Below you will find documentation summarizing events regarding two repairs listed in the customer’s complaint letter. The first issue is the brake lamp and tachometer concern. The second is the alternator, pulley and belt concern. After receiving this complaint by the Revdex.com, Mini of Rochester offered a refund to the customer as a goodwill gesture to resolve issue 1, leaving only issue 2 in question. We believe the documentation listed below supports no wrong doing on the part of Mini of Rochester, specifically issue 2. The documentation outlines and supports a recent repair performed elsewhere regarding issue 2. The repairs recommended and performed by Mini of Rochester resolved the customer’s issue. Mini of Rochester respectfully declines an offer for issue 2.
July 17th 2015[redacted] brought her 2005 Mini Cooper in to Mini of Rochester for the brake lamps staying on after the vehicle was turned off, and a tachometer that was inoperative.Our technician performed a compensative energy test along with replacement of some shorted fuses.During this process the brake lamps, along with the tachometer, began to operate as designed by the manufacturer, indicating the possibility of an intermittent issue. Due to the fact we could go no further, the customer was notified to pick up her vehicle.
July 20th 2015[redacted] picked up her vehicle and returned stating the vehicle will not go over 10mph. The vehicle was left with our service department for a diagnosis.
July 21st 2015Our technician diagnosed the vehicle as needing an alternator replacement. The alternator had a low voltage and charge rate reading causing a loss of power, which is what the customer experienced. The service advisor also advised the customer that the vehicle may have other issues relating to this repair, he stated we will need to get the voltage to manufactures specifications to be able to test further. The customer authorized replacement of the alternator.Note: The customer stated on July 21st, 2015 at 3:18pm that an alternator clip and serpentine belt were recently replaced prior to arriving at our dealership. This repair is noted in the customers letter regarding a July 4th no start issue that occurred in a car wash.
July 22nd 2015A message was left with the customer by our service advisor at 8:30am on July 22nd, 2015 stating the vehicle is running better, although a burning smell was detected by the technician.At 8:48am, the customer called back and was advised by the service writer that our technician found a belt pulley worn to a point where it was allowing the belt to rub against a bolt, damaging the belt. The service advisor recommended replacement of the serpentine belt and pulley. The customer stated she would call back after speaking with her parents. At 8:56am, the customer called back and requested the service advisor call her father, [redacted].At 9:13am, the service advisor spoke with [redacted] and explained what the technician found, along with the recommendation. [redacted] mentioned the belt in question is new and just replaced elsewhere, which supported the prior statement by [redacted] (The pulley will continue to damage the belts until replaced). The repairs were authorized by[redacted] along with a request that the service advisor return the failed alternator to him. The advisor put the alternator in a box in the customer’s vehicle on the back seat.The vehicle was completed and picked up by the customer, the customer states in her letter the vehicle was running okay after these repairs.
July 24th 2015The customer experienced the original concern regarding the brake lamps and tachometer issue. I received an email regarding the service issue and at 3:56pm, I responded and apologized along with inquiring about a previous accident repair that was mentioned to my advisor by the customer. At 5:21pm, [redacted] responded by email and stated the collision center said they did all they can do.
July 28th 2015A repair order was written to diagnose the brake lamps and tachometer issue at no charge to the customer as a goodwill gesture, continuing where we left off.
July 31st 2015The service advisor left a message with [redacted] stating our BMW field technician was helping diagnose and he felt it was one of the modules associated with this circuit.
August 3rd 2015The service advisor left a message with [redacted] at 5:22pm offering the use of a loaner vehicle to drive to ease the inconvenience while we were diagnosing her issue.
August 6th 2015The service advisor left an additional message at 1:51pm with [redacted] due to no response on the prior attempt offering a loaner vehicle to drive. We also requested the repair receipt from an accident repair the customer mentioned she had completed elsewhere.
August 12th 2015The service advisor left a message with [redacted] at 2:43pm requesting information on when this issue occurred in relation to the accident, whether it occurred before, during or after the accident. The advisor also mentioned there was wiring the technician found that raised some concerns. The advisor recommended we go further behind the dash to trace the wiring. A return message was left by [redacted] stating the brake lamp and tachometer issue occurred during the accident.
August 18th 2015[redacted] emailed at 1:22pm stating she was not going to continue with the repairs and was taking the car back where the vehicle was originally purchased. She asked if she could keep the rental car from the current date (Tuesday) until Friday, where I replied at 1:23pm that returning the rental on Friday was fine.
August 21st 2015[redacted] arrived to pick up her vehicle. As her vehicle was driven around the building to be delivered back to her, it was realized the right rear tire was very low on air, which apparently leaked out during the time the vehicle sat in our lot that week. The tires on the vehicle were mismatched and the tread on this specific tire was extremely low. As a goodwill gesture, the service advisor drove home and picked up a used tire he owns for his vehicle that has the same size tire. The tire was installed free of charge.
Resolution Offer:Although the aforementioned issues are truly unfortunate, the responsibility of the customer’s repairs fall on the customer. The original concern of the brake lamp and tachometer issue was an involved diagnosis, not only to locate the issue which was narrowed down to one of the modules and subsequently replaced elsewhere, but also determining if there was any additional wiring issues that may have contributed to the module failure. Based on the wire we observed that was installed incorrectly, there was concern other issues may be present. As stated on repair order 96015128, dated July 28th, 2015, our technician repaired at no charge one overlaid wire that was installed in a connector in the wrong pin.As a goodwill gesture after receiving this complaint from The Revdex.com, Mini of Rochester reached out to the customer offering a refund in the amount of $213.79, which is the only amount paid to us by the customer for the brake lamp and tachometer issue. This refund, along with absorbing the cost of the rental vehicle and the additional wire tracing with the BMW field technician, should resolve this particular concern leaving no money paid to Mini of Rochester for the aforementioned issue.Regarding the alternator, pulley and belt issue; these repairs are not related to the original concern and as documented in the customer’s letter along with phone correspondence with both [redacted] and [redacted], the alternator and belt were an issue prior to the vehicle coming in to Mini of Rochester. As documented, the alternator along with the belt and pulley replacement performed by Mini of Rochester did in fact resolve the customer’s issues regarding the loss of power.It appears, as stated in her letter, the customer is seeking reimbursement for this issue purely due to the fact the vehicle was in our care when the failure occurred. This alone is not an indication of any wrong doing on the part of Mini or Rochester any more than the car wash would be liable for the vehicle not starting which led to the original alternator clip and belt replacement performed elsewhere. It is clearly documented the alternator and belt were already the subject of issues prior to arriving at Mini of Rochester. Subsequently this issue was repaired and resolved at Mini of Rochester. Mini of Rochester respectfully declines an offer for issue 2.
After offering [redacted] a refund in the amount of $213.79, [redacted] replied she does not accept the offer. We would be happy to leave this offer on the table feeling it is a fair resolution.Should you have any questions or need further information, please feel free to contact us.
Sincerely,Tom W[redacted]Mini of Rochester Service ManagerThe Dorschel Group
September 17, 2015
Revdex.com, Inc.100 Bryant Woods SouthAmherst, NY 14228
RE: Revdex.com Complaint ID [redacted]
Attention: [redacted], Complaint Handler ext [redacted]
Response to Complaint:
In response to the recent complaint dated September 16th, 2015 (complaint ID [redacted]) regarding a 2005 Mini Cooper with 87,826 miles.Customer’s desired settlement:1) A refund of the money paid towards the brake light and tachometer issue.2) A refund for the unrelated repairs of the alternator and pulley.
To Whom It May Concern:
Below you will find documentation summarizing events regarding two repairs listed in the customer’s complaint letter. The first issue is the brake lamp and tachometer concern. The second is the alternator, pulley and belt concern. After receiving this complaint by the Revdex.com, Mini of Rochester offered a refund to the customer as a goodwill gesture to resolve issue 1, leaving only issue 2 in question. We believe the documentation listed below supports no wrong doing on the part of Mini of Rochester, specifically issue 2. The documentation outlines and supports a recent repair performed elsewhere regarding issue 2. The repairs recommended and performed by Mini of Rochester resolved the customer’s issue. Mini of Rochester respectfully declines an offer for issue 2.
July 17th 2015[redacted] Nobrega brought her 2005 Mini Cooper in to Mini of Rochester for the brake lamps staying on after the vehicle was turned off, and a tachometer that was inoperative.Our technician performed a compensative energy test along with replacement of some shorted fuses.During this process the brake lamps, along with the tachometer, began to operate as designed by the manufacturer, indicating the possibility of an intermittent issue. Due to the fact we could go no further, the customer was notified to pick up her vehicle.
July 20th 2015[redacted] picked up her vehicle and returned stating the vehicle will not go over 10mph. The vehicle was left with our service department for a diagnosis.
July 21st 2015Our technician diagnosed the vehicle as needing an alternator replacement. The alternator had a low voltage and charge rate reading causing a loss of power, which is what the customer experienced. The service advisor also advised the customer that the vehicle may have other issues relating to this repair, he stated we will need to get the voltage to manufactures specifications to be able to test further. The customer authorized replacement of the alternator.Note: The customer stated on July 21st, 2015 at 3:18pm that an alternator clip and serpentine belt were recently replaced prior to arriving at our dealership. This repair is noted in the customers letter regarding a July 4th no start issue that occurred in a car wash.
July 22nd 2015A message was left with the customer by our service advisor at 8:30am on July 22nd, 2015 stating the vehicle is running better, although a burning smell was detected by the technician.At 8:48am, the customer called back and was advised by the service writer that our technician found a belt pulley worn to a point where it was allowing the belt to rub against a bolt, damaging the belt. The service advisor recommended replacement of the serpentine belt and pulley. The customer stated she would call back after speaking with her parents. At 8:56am, the customer called back and requested the service advisor call her father, [redacted].At 9:13am, the service advisor spoke with [redacted] and explained what the technician found, along with the recommendation. [redacted] mentioned the belt in question is new and just replaced elsewhere, which supported the prior statement by [redacted] (The pulley will continue to damage the belts until replaced). The repairs were authorized by[redacted] along with a request that the service advisor return the failed alternator to him. The advisor put the alternator in a box in the customer’s vehicle on the back seat.The vehicle was completed and picked up by the customer, the customer states in her letter the vehicle was running okay after these repairs.
July 24th 2015The customer experienced the original concern regarding the brake lamps and tachometer issue. I received an email regarding the service issue and at 3:56pm, I responded and apologized along with inquiring about a previous accident repair that was mentioned to my advisor by the customer. At 5:21pm, [redacted] responded by email and stated the collision center said they did all they can do.
July 28th 2015A repair order was written to diagnose the brake lamps and tachometer issue at no charge to the customer as a goodwill gesture, continuing where we left off.
July 31st 2015The service advisor left a message with [redacted] stating our BMW field technician was helping diagnose and he felt it was one of the modules associated with this circuit.
August 3rd 2015The service advisor left a message with [redacted] at 5:22pm offering the use of a loaner vehicle to drive to ease the inconvenience while we were diagnosing her issue.
August 6th 2015The service advisor left an additional message at 1:51pm with [redacted] due to no response on the prior attempt offering a loaner vehicle to drive. We also requested the repair receipt from an accident repair the customer mentioned she had completed elsewhere.
August 12th 2015The service advisor left a message with [redacted] at 2:43pm requesting information on when this issue occurred in relation to the accident, whether it occurred before, during or after the accident. The advisor also mentioned there was wiring the technician found that raised some concerns. The advisor recommended we go further behind the dash to trace the wiring. A return message was left by [redacted] stating the brake lamp and tachometer issue occurred during the accident.
August 18th 2015[redacted] emailed at 1:22pm stating she was not going to continue with the repairs and was taking the car back where the vehicle was originally purchased. She asked if she could keep the rental car from the current date (Tuesday) until Friday, where I replied at 1:23pm that returning the rental on Friday was fine.
August 21st 2015[redacted] arrived to pick up her vehicle. As her vehicle was driven around the building to be delivered back to her, it was realized the right rear tire was very low on air, which apparently leaked out during the time the vehicle sat in our lot that week. The tires on the vehicle were mismatched and the tread on this specific tire was extremely low. As a goodwill gesture, the service advisor drove home and picked up a used tire he owns for his vehicle that has the same size tire. The tire was installed free of charge.
Resolution Offer:Although the aforementioned issues are truly unfortunate, the responsibility of the customer’s repairs fall on the customer. The original concern of the brake lamp and tachometer issue was an involved diagnosis, not only to locate the issue which was narrowed down to one of the modules and subsequently replaced elsewhere, but also determining if there was any additional wiring issues that may have contributed to the module failure. Based on the wire we observed that was installed incorrectly, there was concern other issues may be present. As stated on repair order [redacted] dated July 28th, 2015, our technician repaired at no charge one overlaid wire that was installed in a connector in the wrong pin.As a goodwill gesture after receiving this complaint from The Revdex.com, Mini of Rochester reached out to the customer offering a refund in the amount of $213.79, which is the only amount paid to us by the customer for the brake lamp and tachometer issue. This refund, along with absorbing the cost of the rental vehicle and the additional wire tracing with the BMW field technician, should resolve this particular concern leaving no money paid to Mini of Rochester for the aforementioned issue.Regarding the alternator, pulley and belt issue; these repairs are not related to the original concern and as documented in the customer’s letter along with phone correspondence with both [redacted] and [redacted], the alternator and belt were an issue prior to the vehicle coming in to Mini of Rochester. As documented, the alternator along with the belt and pulley replacement performed by Mini of Rochester did in fact resolve the customer’s issues regarding the loss of power.It appears, as stated in her letter, the customer is seeking reimbursement for this issue purely due to the fact the vehicle was in our care when the failure occurred. This alone is not an indication of any wrong doing on the part of Mini or Rochester any more than the car wash would be liable for the vehicle not starting which led to the original alternator clip and belt replacement performed elsewhere. It is clearly documented the alternator and belt were already the subject of issues prior to arriving at Mini of Rochester. Subsequently this issue was repaired and resolved at Mini of Rochester. Mini of Rochester respectfully declines an offer for issue 2.
After offering [redacted] a refund in the amount of $213.79, [redacted] replied she does not accept the offer. We would be happy to leave this offer on the table feeling it is a fair resolution.Should you have any questions or need further information, please feel free to contact us.
Sincerely,Tom W[redacted]Mini of Rochester Service ManagerThe Dorschel Group
Please see the attached response to complaint ID [redacted], along with the supporting documents. Please contact me with any questions.
Thank you, Caryn E. [redacted]Administrative Assistant - Executive OfficesThe Dorschel Group3817 West Henrietta Road | Rochester, NY 14623 |...
www.dorschel.comIn response to Ms. [redacted]’s complaint dated March 8th, 2016: On Wednesday 3/2/16, Ms. [redacted] arrived in our service drive at approximately 4:45pm so we could briefly look at the door handles on her 2011 KIA Sedona. At that time, all four doors outside handles were operating, with the only note that the passenger side front handle did not easily return to the normal position. The customer stated that the passenger side doors would be frozen shut in the morning when parked in her driveway overnight. The customer stated that they live on a hill and the wind blows very hard on to that side of the car. The customer also stated that the driver side rear sliding door would sometimes not open or open partially. At this time it was agreed that the customer would go to an event that was previously scheduled and return that evening to leave the vehicle in the night drop. It was also agreed that they would run the vehicle through a carwash before leaving it so it would simulate wet road conditions (current weather was clear and cold). On Thursday 3/3/16 at 7:06am, repair order 16324330 (attached) was generated, the vehicles mileage was 146,519. Upon inspection of the vehicle outside of the building, we found the passenger side front door and passenger side rear sliding door frozen with ice and would not open (outside temperature was below 20 degrees) . The driver side front door and driver side rear sliding door opened as normal. The vehicle was then pulled in to the shop and we found ice buildup and dirt in the outside handle on the passenger side front door handle and ice buildup on the lower part of the passenger side sliding door weather strip. After approximately 15 minutes the ice was melted and the doors worked as they did the previous evening. The technician cleaned and lubricated the passenger front door outside handle and confirmed that it was then operating as designed. The technician also cleaned and lubed all four door weather strips. We informed the customer that there were no broken or defective parts. The concern was caused by water freezing in the RH front door handle and on the RH rear sliding door weather strip. The replacement of any parts will not change this condition. The customer picked the vehicle up at 5:00pm on 3/3/16.The following is a list of all the previous service visits by this customer with this vehicle to our facility:
2/7/2014 - Repair Order# [redacted] - 65,439 miles. (Warranty expired at 60,000 miles). Customer was in to complete three recall service campaigns and an oil change. Customer did not mention any door issues or concerns. (Attached)10/10/14 - Repair Order# [redacted] - 92,754 miles. Customer was in to complete two recall service campaigns. Customer did not mention any door issues or concerns. (Attached)
6/22/15 - Repair Order# [redacted] - 118,618 miles. Customer was in to have an oil leak diagnosed. Customer did not mention any door issues or concerns. (Attached) Customer declined oil leak repair.There is no other history of this vehicle being at our facility.This vehicle is out of the manufacturer warranty. As a result, the issue lies between the customer and KIA, the manufacturer.
Sincerely,Tom S[redacted]Kia Service ManagerThe Dorschel Group585.321.2416
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. Thank you very much for all your assistance in the matter, I am very happy with the resolution of the case.
Regards,
[redacted]
May 21, 2014
...⇄ The Dorschel Group
...⇄ 3817 West Henrietta Road
...⇄ Rochester, NY 14623
Revdex.com, Inc.
100 Bryant Woods South
Amherst, NY 14228
RE: Revdex.com Complaint #[redacted]
Attention: [redacted] (Complaint Handler)
Response to Complaint:
This letter is in response to the customer’s request for further explanation in regards to complaint ID: [redacted]. The following details are in addition to the previously submitted business response made by The Dorschel Group on April 25, 2014.
The customer’s concerns regarding the finance charge on the transaction were addressed in the original response that was submitted. The Truth in Lending or Regulation Z portion of the retail installment contract disclosed to the customer shows the APR, finance charge and payments scheduled to the customer. This box contains a bold border and is in clear view for every customer that enters into a retail installment contract.
It is unfortunate that the customer is unsatisfied with the terms of this retail installment contract. The terms of the financing Upstate Auto Credit obtained for the customer are in direct relation with his credit history. More specifically, his credit history is comprised of past payment performance and collection items that create a credit score. The terms of the contract were the financing options that Upstate Auto Credit made available to the customer for his credit situation. The customer was also given a Risk-Based Pricing Notice that highlights his credit score, the range in which a credit score can fall in, the reporting agency that was used, the way to obtain a free copy of the report, and an agency phone number to dispute or inquire about items in his credit report.
In summary, Upstate Auto Credit fully disclosed all aspects of the retail installment contract to the customer. Amongst these aspects was the Truth in Lending Box that clearly states all aspects of the vehicle financing terms, including the finance charge.
If you need any further clarification or further documentation, please do not hesitate to contact me.
Sincerely,
[redacted]
Area Manager
Upstate Auto Credit
KT/dmv
March 19, 2015
class=""> ...⇄ The Dorschel Group ...⇄ 3817 West Henrietta Road ...⇄ Rochester, NY 14623 Revdex.com, Inc. 100 Bryant Woods South Amherst, NY 14228 RE: Revdex.com Complaint ID – [redacted] Attention: [redacted], Complaint Handler Response to complaint: In response to the recent complaint dated 3/9/2015 for customer (complaint ID: [redacted]). On 2/7/2015, the [redacted] was brought in to Dorschel Volkswagen for service. We were asked to perform a diagnosis of the ‘check engine light’, along with several other items. We diagnosed the following:
Check engine light: cause – thermostat, temperature sensor, turbo cut off valve and evaporator purge valve. Replaced and performed a coolant flush due to cleanliness of fluid.
Check oil leak: cause – leaking rear main seal. Replaced rear main seal.
Blower motor only working on setting #4: cause – faulty blower resistor. Replaced blower resistor.
Hood release not operating: cause – faulty hood release lever. Replaced lever.
The vehicle was test driven for quality control. The customer picked up the vehicle on 2/14/2015. On 2/17/2015, the customer returned the vehicle stating the check engine light and radio were not operating. We could not duplicate the check engine light and no codes for the check engine light were stored in the vehicles computer. We did find a blown fuse for the radio and replaced it at no charge to the customer. The customer picked up the vehicle on 2/18/2015. On 3/6/2015, the vehicle was towed in and not running. After diagnosis, it was determined that the timing chain inside the engine had broken, causing internal damage. Unfortunately, the timing chain is located inside the engine and there is no way to detect when a failure could occur on the vehicle with 121,382 miles on it. We offered to take the engine compartment apart, at no charge (approximately a 5-hour process) to determine the extent of the damage. In addition, the Volkswagen manufacturer offered goodwill towards the repair of the vehicle. The customer accepted the assistance and we are moving forward with completing the necessary repairs on the vehicle. If you have any concerns or need further clarification, please do not hesitate to contact me. Sincerely, [redacted] Volkswagen Service Manager Phone: ###-###-#### E-mail: [redacted]@dorschel.com