EHS Electric Ltd

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: The inspection report is in errorThe windshield was damaged and repaired prior to my ownershipIt was probably inspected by the same dealer I have complained aboutI have stated my reasons for filing this complaintI currently have nothing further to add Regards, [redacted]

While we understand the customer is not happy, the vehicle was completed gone over by both our staff and the customer upon delivery No issues were noted at the time of delivery.Had we repaired or replaced the windshield, we would have been obliged to disclose same to the customer We are unaware how [redacted] would report that In addition, we have yet to receive documentation that the customer reported that [redacted] had provided to them regarding a previous repair

In response to the complaint, I would like to address the items in orderThe vehicle leased to the customer was always represented as a previously driven new car [redacted] of Rockville did not have the vehicle advertised at any priceThe advertising the customer is referring to was on the [redacted] NA national website not [redacted] of RockvilleThe vehicle leased by the customer had a much higher option value than the vehicle advertised on the national websiteThe customer leased a vehicle, he did not deposit any reserve that [redacted] FS drew down over any period of timeThis was always a lease and always presented as a leaseThe customer chose to payoff the lease, there is not a $20,loss that can be documented, as far as the customers lack of trust in the dealership and the VP of the operation, we feel badly that there was not an opportunity to regain the customers trust in the process and develop an understanding in the finance instrument they chose to use to lease their vehicle

We certainly apologize for [redacted] ' issue.Having spoken with the Service Director at [redacted] in Miami where [redacted] ' car is being serviced, we are still awaiting an invoice to be emailed to us by their Service Manager, [redacted] , so we can authorize payment We have notified them on a few occasions that we wish to pay the invoice and for them to please send it to us (invoice amount being sent is an accomodated dealer amount).The invoice should be sent to: [redacted] @***rockville.com (lance m [redacted] , service manager).We hope to have this invoice as soon as possible so [redacted] may enjoy his vehicleRobert O***, General Manager [redacted] of Rockville [redacted] *** [redacted] @***rockville.com

The customer was made aware of this issue prior to culminating the purchase of a new vehicle Had we been given the opportunity, our service department would have immediately corrected the issue, provided documentation to the other dealership evidencing the absence of any actual mileage discrepancy, forwarded an acknowledgement of the correction to [redacted] , and provided the other dealership with a copy of sameThe vehicle would undoubtedly have been accepted for trade-in, and the customer would have avoided all of the losses alleged, had we been given the timely opportunity to remedy the issueWe respectfully disagree with the customer that he could not have contacted us to remedy the issue prior to him purchasing a new vehicle

We are saddened about [redacted] ’s assessment of the situationWhen [redacted] left the dealership, everything was fine with the vehicle It passed Maryland Inspection (could not have with a spot in windshield) We have no records of ever repairing the glass on this vehicle Approximately an hour (or more) after leaving, [redacted] called the salesman while on I-495, indicating that there was a “star” in the windshield right in the line of vision Although we empathize with his position, this clearly did not happen here He did come back and reviewed the events with our Assistant GM, Nicholas P [redacted] , and we assisted in helping him find someone to fix the windshield at his home in OhioAfter having his windshield repaired, he indicated that the repair person stated that it appeared that it had been repaired before We are still awaiting the documentation to this part, as we have stated above, we have not repaired the windshield on this vehicle

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: The [redacted] of Rockville in-house counsel contacted me by phone and the response above is consistent with what he asserted as the solution to my problem The suggestion of the dealership is rediculous because the purchase of the other vehicle was on a Sunday on the last day of the month Contacting the [redacted] service department was impossible as they are not open on Sunday Delaying the sale was a ridiculous suggestion given all the factors of the situation: month end, 3-days before tudate for my ***, dealership being an hour from my home, and the simple value of my time and energies Again the out-of-pocket costs and loss of equity I incurred were a directly result of the errors of [redacted] of Rockville's service department It was not practical, feasible nor reasonable for me to do as they now suggest The only reasonable course of action is for them to support their customer and make me whole on the losses incurred due to their incompetence The dealership is now expending significant efforts, time and money to tell me that this is somehow my fault and I failed to take the proper corrective actions The have gone to the lengths of having an attorney get involved, call me twice and to draft the Revdex.com response Their "alleged" suggestions are simply ridiculous and untenable They need to close the matter by covering the costs I incurred due to their actions.Regards, [redacted]

On September 5, 2017, this vehicle was brought in for serviceAt that time, the vehicle had been driven 63,milesPer the customer, the low coolant light had come on multiple times even after topping off the coolant, and there was a burning smell coming from the vehicle after drivingOne of our technicians performed a pressure check to inspect for leaks, and found that the turbo return lines for both engine banks were leaking coolantUpon replacing those turbo return lines, another pressure check was performed to check for any additional leaks and confirm repairsNo further leaks were identifiedAdditional work was performed on the vehicle, including a tailgate repair (performed pursuant to a manufacturer recall at no cost to the customer), as well as diagnostics and related repairs in connection with a seat calibration message and tire pressure malfunction light on the dashDuring the road test to confirm repairs, the vehicle’s check engine light came onUpon inspection, our technician found a fault code for an injection cut-out for one of the engine cylinders and, after conferring with the customer, replaced the ignition coil for that cylinder and all spark plugs per the applicable [redacted] test planOnce repairs were completed, the fault memory was cleared and the vehicle was road tested once again to confirm repairsNo further issues with the vehicle were identified, and the vehicle was returned to the customer on September 6, While repair charges totaled $2,239.44, the customer was only charged $1,plus tax to replace the turbo return lines On October 5, 2017, after being driven another 1,miles, the vehicle was brought back in for servicePer the customer, the low coolant light was coming on again and the customer could smell coolant burningAnother pressure check was performed at no cost to the customerOur technician found that, unlike before, coolant was now leaking at the vent pipe lines for both engine banks and recommended replacing the lines and pressure checking for additional leaksWe explained to the customer that the repairs completed in September were performed properly, that the vehicle had been pressure checked for additional leaks after replacement of the turbo return lines and none were found, and that the new leaks were unrelated to those that had been repaired in SeptemberThe customer was quoted an estimated cost of $1,to replace the leaking vent pipe linesAs a goodwill gesture, we offered to complete those repairs for $Despite our best efforts, we couldn’t come to an agreement with the customer and the recommended repairs were declined Unfortunately, there are times when additional repairs are needed that, for a variety of reasons, aren’t diagnosed at the time a vehicle is originally brought in for repairThe fact that we or another repair facility might subsequently diagnose yet another coolant leak with yet another component of this customer’s vehicle does not negate the fact that we properly diagnosed and replaced the leaking turbo return lines when the vehicle was first presented for service in SeptemberIndeed, all issues identified with the vehicle at that time were properly diagnosed and repairedWhile we stand behind the quality of our work, we cannot guarantee that other issues requiring repair will not arise with a customer’s vehicle Moreover, the cost of repairs is tied to the scope of work performedHad we identified additional coolant leaks with the vehicle in September, the vehicle would have needed more than just the turbo return lines replaced and the customer would have needed to pay for those additional repairsUltimately, it appears that this customer is seeking reimbursement for repairs that we properly diagnosed and performed because of the need for additional repairs that the customer is responsible for in any eventFor the reasons outlined above, we must respectfully decline this customer’s request

As we previously addressed in our original response, this customer is seeking reimbursement for repairs that we properly diagnosed and performed (replacement of leaking turbo return lines) because of the alleged need for additional repairs beyond those we performed (repair or replacement of components other than the turbo return lines)Had we diagnosed the need for those additional repairs, the customer would have had to pay for the cost of those additional repairs on top of the cost of replacing the leaking turbo return lines Here, the customer only paid us to replace the leaking turbo return lines, not an unrelated problem with a different component that another repair facility allegedly diagnosed after the vehicle had been driven another 1,473-plus milesThe fact that we or another repair facility might subsequently diagnose a separate and distinct issue with a different component of the customer’s vehicle does not negate the fact that we properly diagnosed and replaced the leaking turbo return lines when the vehicle was first presented for service in September Once again, we stand behind the quality of our work, but we cannot guarantee that other issues requiring repair will not arise with a customer’s vehicleAs the repairs for which this customer was charged were performed properly, we must respectfully decline his request for reimbursement

Please take a look at the threads back and forward between us and the customerthis will provide the answer needed Basically the customer is handled

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:This business did not properly diagnose & fix the problem as they state in their responseI paid them based on the fact they had completed the work properlyThen, I had to pay another business to properly diagnose and fix the problem.Had this business stated all of the required work, I would have paid to have the car fixed properlyI do not think it fair for this business to be compensated for poor quality workmanshipIf this business chooses not to provide an amicable resolution to this, I will move to have these charges reversed from my credit card
Regards,
*** ***

*** of Rockville always strives to create a high level of customer satisfaction. As such, this was the first we were aware of any issue from our clientThrough our goodwill channels, we were able to get most of the requested repair covered. The client has only to pay $250. We have
been in contact with our client and all is agreeableShould you have any additional questions, please feel free to contact us at any time

Revdex.com ID # *** *** *** *** of Rockville leased a *** ** convertible on a one pay lease agreement.The terms of the sale and the price were agreed to by the customer as a demo with miles.On one pay contracts all of the payments are paid in advance, in the case
of this customer we executed a contract with a total single payment of $58436.28. *** of Rockville did not have an advertised price on a lease special that related to the vehicle that the customer purchasedIn the complaint the customer references that the customer paid $more per monthThis was not case as *** of Rockville did not advertise the vehicle in question. The rent charge in the lease referred to in the complaint was at market rate and within guidelines set by ***The insurance products sold as a part of the transaction were also sold within guidelines set by ***In this complaint the customer references that he was overcharged for the rates and productsThis is not the situations as *** has a maximum that both of these issues were in line with. The customers perceived loss of $20,is not defined or explainedWe have reviewed the transaction with the customer and no where in that discussion was a defined dollar amount. The customer chose to pay off the lease early and complete the transaction independently with ***. We see no damages due to the customer. *** of RockvilleTim K*** Rockville PikeRockville MD 20852 Tell us why here

We have contacted the customer and agreed to repair the vehicle at no cost to the customer

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

*** *** has made some very baseless accusations, both to people personally and our professional ethic. As stated, once we received the bill, it was paid immediately. There is no way for me to prove to *** *** how we acted in good faith and it took me to call the owner of the dealership to finally have a bill sent to me. As for his other allegations, *** of Rockville is a reputable organization that is under new ownership subsequent to the negative "postings" that he claims are on line. His personal attacks on me and defaming our professional ethics does not warrant a response at this point.I am unaware of any other items or promises that have been made, other than us taking care of the invoice with South Motors. When *** *** called me, I addressed his concern of his vehicle and paid the bill as soon as it was received. I am now seeing in his latest response that there are additional items for the first time If *** *** would like to tell me in a non-inflammatory fashion what he feels he is owed at this point, I would be more than willing to listen. Robert O***, General Manager*** of Rockville he may correspond with me directly at ***@***rockville.com. That would be my preference as I do not wish to be accused of "cursing" over the phone. Once received, I will address his concerns with my staff and who allegedly made commitments to him that have not been followed through on

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
It's my preference as well to continue to communicate with *** Rockville and MrA*** by way of the Revdex.com and by other means, I was trying for almost a month to resolve this situation by communicating directly with *** Rockville, MrA*** you did curse unprofessionally on the phone when I was telling you my concerns when we spoke, You also told me you would call me the next day and I'm still waiting for that call or a call back from my voice messages, That was January btw we are here at this point because there was virtually no communication from your dealership to me for almost a month and because I have exhausted all my options to solve this situation amicably to no avail and I do not wish to continue to waste my timeMy accusations are not baseless, they are a direct result of my experience with *** Rockvillethe bad reviews your dealership have are easy to search by anyone, look at the *** page for *** Rockville, ***.com or the *** Club of North Americabut I digress, I stated in more than a dozen times what my concerns and what my demands are.As I stated the vehicle I purchased on December 12, from *** Rockville is a ** with Competition Package, this vehicle has a specific set of RIMS and TIRES that do not match what is specified by *** for this vehicle to have and what was advertised by *** Rockville on their online advertisement for my carthe wheels are the 359M rims, what I was sold was something that visually looks very similar however its aftermarket, it has the wrong size rim for my car as this wheel is not what *** intended for the vehicle to have, also the tires (actual rubber) tire sizes are wrong, my vehicle is supposed to have *** Pilot Super Sport tires from factory size 245/35/and 265/35/and what I have is 235/35/non pilot super sportsWrong rims, wrong tires and initially no sensorsMy car is under warranty from *** as well as service warranty until July 2017, I as member of the *** club of North America as well as the *** forums I'm well aware that dealerships will deny repairs under warranty as well as service under warranty when the customer brings a vehicle with parts that were not manufactured for the specific vehicle, in this case my vehicleI will not stand to have warranty claims denied by *** because *** Rockville sold me a vehicle with the wrong parts from the very beginning, I paid to have a competition package ** in its entirely with all its equipment and warrantyI do not consider this vehicle safe to drive with rims and tires not engineered for a Competition package **.As I stated I want the wheels that were originally advertised in their add for my car with the correct tires, rims for my car per the manufacturerThey are the OEM *** ** competition package wheels style #***What I have is a rims and tires thats are not per specifications for my car, They have the wrong offsets and are the wrong widthFor *** Rockville to refund $for my first montly payment as I did not have my car for a complete month as It was their negligence to sell me a broken car and then take their time paying the sensor bill.For *** Rockville to pay me $for me to conduct an independent inspection of my vehicle in an independent *** shop as I have reasons to believe this $55k vehicle has more issues im not yet aware of and to check if any damage has been done to the frame, engine or components because I don't trust that *** Rockville has done a acceptable inspection of my car prior to my purchase, *** Rockville did not realized they were buying a ** with the wrong tires, AFTERMARKET rims and no sensors, with a really bad oil leak, with a bad A/C unit, with a unlined hood (possible crash) even after I brought the error messages to their attention during test drive, therefore either they didn't care and took the car to the back to reset the computer just to sell me the car and make the messages go away or they are just that incompetent of a dealership to catch these kind of issueseither way I want an independent inspection because I need to know if this vehicle has been crash and I do not trust on *** Rockville inspections or their integrityFor my car to be certified pre own at the expense of *** Rockville for any future engine issues that might transpire after I was told not to worry about it and drive the car with a bad oil leak for 1,miles after numerous calls to their salesman Herbert Ortiz and for any other issues that might come up in the future, as I stated I believe now this car was in a crash and the dealer either didn't catch it or I was misled.And for MrA*** to explain to me how *** Rockville did not catch they were bulling an ** with aftermarket wheels, wrong tires, no sensors, engine malfunction light, tpms malfunction light, Explain to me how after bringing the engine malfunction light and tpms light during test drive and then taking the car to the service station and then bringing the car twenty minutes later telling me that the car was fixed? how does your dealership not catch that the car had a really bad oil leak and no tpms sensors? explain that please *** ***

This customer brought his vehicle into our service department on August 19, for an oil change. During a routine visual inspection of the vehicle, one of our service technicians noted an oil leak underneath the
vehicle. We advised the customer of same and requested his authorization to perform additional diagnostic work to identify the source of the leak. The customer declined the recommended diagnostic work, as well as other recommended maintenance, and the vehicle was returned to the customer that same day. The vehicle was brought back to us on August 26, for diagnosis of the source of the oil leak, which we determined to be a damaged vacuum pumpWhen we advised the customer that the issue with the vacuum pump was due to damage, and not the result of a defect, he filed a claim with his insurance company, which his insurance company subsequently denied. We had the regional field technician for the vehicle manufacturer/distributor inspect the vehicle while he was present during a regular store visit. Upon inspecting the vehicle, the manufacturer/distributor’s own field technician determined that the issue with the vacuum pump was due to damage and not the result of a defect, and advised us that, based on his inspection, repairs would not be covered under the warranty extension on the vehicle. Our service manager personally showed the customer the area of concern and explained multiple times why the damage to the vacuum pump did not fall within the warranty extension for the vehicle. The customer then claimed that the damage was the result of our installation of that vacuum pump in the vehicle years priorAfter consulting with our shop foreman and the Level technician working on the vehicle, it was determined that if the customer’s claim was true, then the current problem would have been present for the past three years (which it wasn’t) The customer authorized the repairs, and we provided him with a complimentary loaner vehicle. He subsequently called an hour or two later and declined the repairs. We advised him that he would need to return the loaner the next morning, but he failed to do so until late afternoon the next day. The customer then requested a shuttle ride approximately miles away in evening rush hour traffic. Our service manager advised the customer that we would not be able to provide a ride for that amount of time and offered him a ride to the nearest metro station so he could take the train home, but the customer declined. The customer contacted the vehicle manufacturer/distributor’s Client Relations Department, and they also denied his claim to have the repairs covered. After the Client Relations Department made their decision, the customer paid us the $diagnostic fee he had previously authorized and picked up his vehicle In light of the foregoing, we can only speculate how the customer and the dealership that ultimately repaired the damaged vacuum pump managed to have the repairs covered under the warranty extension on the vehicle. Suffice it to say that, based upon our inspection of the vehicle, the vehicle manufacturer/distributor’s own inspection of the vehicle, and the conclusions reached by the manufacturer/distributor in this matter, it was determined that the subject repairs were not covered under the warranty extension on the vehicle, nor would the repairs be covered on a goodwill basis by the vehicle manufacturer/distributor. Indeed, that was precisely what we were advised by the vehicle manufacturer/distributor Under the circumstances, we must respectfully decline the customer’s request for reimbursement in this matter

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:This is in addition to the response sent yesterday.The dealership continues to lie about this transaction. In addition to the example I gave in my last response about what they refer to as the advertised price, with reference to their claim that I chose to pay off the entire lease amount - It is true that I did agree to that option which was presented to me by their finance representative (since fired by the dealership), however the $50K plus that I was told "paid" off the entire lease amount" was held in escrow and drew down on each month by *** financialsThe amount that *** drew down on each month was over $1,and included interest on the residual balance of nearly 6%This fact represented the most egregious "cheap used car dealers" trick on the dearship's part - since I never suspected to be swindled by a place I had purchased cars from and referred a client who bought a fourth, considering that had I financed the residual balance the interest rate would have been substantially less than half the 6% Not sure what the purpose of this back and forth between a group of managers at *** of Rockville who continue to lie about this traction and myself. Moreover, I would ask MrK*** to restrain from insulting me in his responses with his vacuous, disingenuous nonsense about how their "sad" that they couldn't satisfy me or the likeThis is a guy who didn't return phone calls, met face to face with me only after I confronted him in person and unannounced at the dealership and most insulting avoided meeting with me in person on another occasion after I sat waiting for him for over two hours. In conclusion continuing a he said they said with *** of Rockville is a waste of time. So,with the exception of the $3K plus they owe me from the cancellation of the extended warranty I have long since given up on any financial compensation from this group; however, in the interest of truth, justice and the American way - they and probably *** as well need to be exposedI am warning friends, clients and associates but I am stating again that I am willing to talk to the press about this groupWould prefer to do it through the Revdex.com, unless the Revdex.com thinks I should go direct
Regards,
*** ***

From: Revdex.com of Metro Washington DCDate: Wed, Aug 10, at 11:AMSubject: Fwd: ---------- Forwarded message ----------From: Robert O*** Date: Wed, Aug 10, at 11:AMSubject: ID ***To: "To Whom it May
Concern: Response to *** ***’s concern: *** *** did purchase a vehicle, and yes he did purchase ancillary products. *** *** did cancel some of these products. As *** *** had a lien on his vehicle, it is incumbent on the dealership to send these funds to the lienholder/loss payee. This has been done. Had *** *** paid “cash” for his automobile, the refund would certainly have gone to him directly. Should you have any additional questions, please feel free to contact me directly at any time. Robert O***General Manager###-###-#### Phone###-###-#### Fax ***@***rockville.com