Initial Business Response / [redacted] (1000, 8, 2015/04/24) */ CASE ID # [redacted] The clients visit was on January 9th of this year for a recommended service maintenance #which includes a visual inspection of ball joints links, wheel bearings and tire rod ends among other itemsOur inspection of these items indicated they were within manufacturer specifications and did not require replacement consequently there was no recommendation to the client to replace any of these itemsWe did perform a quick alignment check in our drive thru which could not be completed properly due the oversized aftermarket tires on the clients vehicleThe tire bead and rim protector prevented an accurate measurement on both the quick alignment machine in the drive thru and the full alignment machine in our service bayThe tires on the truck are a very aggressive tread and will have excessive road noise due the very nature of that type of tireThere was no charge for the alignment tests The client indicates a test was done a "couple" of weeks later at a non factory facility and was told of safety issues relating to the same items we inspected priorAs we received a letter dated April 1st I can only assume this took place very near the end of MarchI cannot attest to the necessity of the recommended repair at another facility months later but I can assure you if we felt the client needed to make repairs, at their cost, we would certainly have recommended exactly thatIt is the very reason for our repair facilities Unexpected repairs are a financial burden, unfortunate and a reality with mechanical itemsUnneeded repairs is something our Company will not recommend to any client Should the client supply documentation from the other repair facility clearly showing instrument measurements of the replaced items I will have our service manager explore further possibilities Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I picked up my vehicle, I was told my alignment was perfect and not the source of any issues with the tiresThe business' response to this complaint is that they were not able to complete a proper alignment checkThose are two very different thingsFurther, I found stapled to the back of my receipt from [redacted] , dated January 9th, that my front toe was at 39/and great big letters: FAILEDMy [redacted] was unsafe for the roadWhat the business is replying is very inconsistent with the documentation I have Initial business rebuttal The reading supplied was unreliable due to the fact the measuring heads did not fit properly on the non factory oem tires the client had on his vehicleThere was no charge to the client for this service as we could not adequately complete the measurementThis information was relayed to the client at the time If there was a misunderstanding of this on the clients part then we certainly apologize for not taking adequate time to explain the issue properly We stand by our policy and ethics of not making unnecessary and costly repairs to our clients vehicles As indicated previously, if the client would supply the documented instrument readings from the facility that completed the repairs I will have our Service manager and Director of Fixed Operations review that documentation Final Consumer Response / [redacted] (4200, 14, 2015/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding unreliable reading due to heads not fitting: What actually happened is that I was initially told you couldn't find one that fit in order to perform the alignmentThen, I was called back and told the service manager found one that fit, but that it didn't matter because my alignment was perfect and NOT the cause of the uneven wear - hence no alignment necessaryThere was no room for confusion here [redacted] (I think his name is) was very, very clear on thisI was very specifically told that my vehicle was aligned and safe for the road [redacted] Otherwise, you should present to me something that indicates I was told you were not able to get a proper readingThis sort of note would always be included right on the first page of the receipt you provide You also asked in your last response that I send you the instrument readings from the facility that completed the repairsI will gladly complyIn the meantime, I can immediately send you YOUR readings from January 9th [redacted] Final Business Response / [redacted] (4000, 22, 2015/05/29) */ We stand by our initial statement that the vehicle did not need these repairs when the complainant visited us in JanuaryWe will assume no responsibility for repairs made several weeks later based upon a third parties verbal recommendation Respectfully [redacted] ***
This refund request was handed in to the accounting office on 6/**We normally do refunds on Wednesdays but since customer says they have been waiting it will be issued thru the credit card machine todayAll refunds normally as processed by the credit card banks with 48-hours, depending on the bank
Initial Business Response / [redacted] (1000, 6, 2014/12/22) */ Contact Name and Title: [redacted] Director of Sal Contact Email: [redacted] We believed there was a satisfactory resolution with this individual prior to us receiving any notice of complaint from the Revdex.comIf this is not the case then please advise and we will submit a response
Initial Business Response /* (1000, 5, 2017/02/16) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Multiple operating functions are operated and controlled by the U-Connect module on this type of vehicleIt is essentially a computer and like
home computers the system requires updatesThese updates are normally performed during the course of regular maintenance visitsThis client has not returned for any regular maintenance service thus when a software problem occurs it presents an issue in operation of the vehicleMany of these issues are intermittent in nature as is the case with this vehicleThere are multiple times when the clients service issue could not be duplicated when the vehicle was brought into serviceRegardless, in every instance we performed the recommended Factory service for the complaint and would have continued with this service if not for the nature of the clients actions at the dealership on the last visit
Contrary to his version of the events his language was loud,abusive, inflammatory and at times vulgar
The staff and other clientele in the service area did not deserve to experience this conduct thus it was suggested he seek service at another local dealership
As to escalating a complaint to a higher level of management it is a simple matter of requesting that opportunity with any member of our staff
The client is welcome to reach out for a respectful conversation with myself about his experience
Initial Consumer Rebuttal /* (3000, 7, 2017/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is where I disagree:
We have never been informed, in writing nor verbally, that there are system updates done at every oil changeThe oil changes, we go elsewhere to do, also covered by the warrantyWe go to ***, and verified that we could do this before handWe were never advised that there are "updates" every oil change
My home computer, as you compare it to, doesn't have this many updatesIt also, doesn't have bugs every other dayI beg of you to provide me evidence of the contrary
My last visit, I was already angry that the car would not start, to then find out from the tow company that the battery was virtually deadNo lights were on, nothing was left runningIt was shut down, as it is every time
When I came into the store, the "foul / vulgar / inflammatory" remarks that were made, were to the extent of a clearly spoken "god damn", a silently mouthed "*** car" and inflammatory, I'm assuming you're referring to when I said "we kept coming even if everyone tells us to avoid this brand, how about you own up to the repeat issues."
Your immediate response, after only asking me to "stop swearing" once, was to slide the keys over to me and tell me to leaveI walked out, with my keys, and quite clearly informed you from the door I would be calling Chrysler Corporate, again for this
The irony in this story, is that when we arrived at ***, upon description of the issues, including "sceeching" from the engine, or "squealing", was more than likely rubbing metal or a bearing issueFunny, how Rallye Chrysler told me "It's for any 3.6L engine." I'm quoting your service staff *** on that one, who also tells me they aren't magicians
The fact the car was in times in January, the problem persisted, and booked a 1st visit in Februarymaybe the problem isn't entirely with the customer is it?
As I recall, our original purchase at your dealership was a ***, same car, different features and colorIt went in times in a month due to breaking down in traffic for no reasonYour service techs kept insisting they were fixing the issue "per the codes in the computer", including changing the entire front end computing system
We found out later from ***, the former store manager (was still manager at the time) that it turned out to be a cracked air intakeA physical defectyour computer didn't tell you thisYet we were being sent home over and over again, constantly relying on shuttles, and having to adjust to that scheduleCar availability wasn't always an option when your brand new car is always in the shop
I mean add all of it up, combine it with the numerous people who have had issues with Rallye in the past, and I fail to see where this issue falls entirely on myself
If I would have known that when I purchased this car, I had to commit to a lifetime agreement of maintenance, just in order to keep my computer system (it runs the car you say) up to date, I would have purchased my car elsewhereThis isn't proper at all for a company who prides themselves on superior customer service
In terms of reaching out, I sent a *** message to your main Rallye Motors pageIt was seen, and never repliedThe only reply we got was from a sales rep, asking us to revoke our complaint since it affected his reviews on his page
***
Final Business Response /* (4000, 9, 2017/02/17) */
As mentioned in the 1st responseThe offer of a respectful conversation remains on the tableTo date, the client has not attempted to reach out directly to myself
Final Consumer Response /* (2000, 11, 2017/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Oh, I was always willing to discuss thisYou just never accepted the truth
The problem with your offer, is you aren't addressing the months of continuous repeat visits without addressing the problem
***r has returned our vehicle to us
It needed a new car batteryThey also replaced the remote starter batteries, just in case, as they were able to see it failing to start, but couldn't find the problem specificallyThey were, without having to find "diagnostic codes" able to physically verify that our battery was drained almost completely
That "screeching / squealing" sound we had when starting the car? Turns out they had to order a tightener and they need to replace another partYepthat "absolutely for a 3.6L engine noise" turns out it's not absolutely normal
My starter issues? So far were the battery that was dead
The original car, you guys rebuilt the front end, when it was an air intake that was cracked
I mean I took it ONE TIME to a different Chrysler dealership, and yetthey found more issues to fix than your store ever did in months
Let's add on to thisNo, you're correctI've not attempted to reach YOU directlyBut I tried to reach out to Rallye Motors, the corporation that owns you, and they didn't even care enough to call me backI have a *** message saying the Director would call me, he never did
We're not addressing your location in person, until someone who runs the corporation contacts usWe won't allow this to be swept under a rug, and we won't pretend you didn't tell us to go somewhere else for service, after my frustration of never getting proper service in the first place
I'm noticing here, you're not addressing the corrections to the statements you first madeYou're only addressing that I didn't call you, after presenting facts
We bought our car from your location, you have all our personal details, and yet you didn't try to reach out to us after the *** posts and messages we left Rallye and a few employees who replied to us
Again, great customer serviceYou throw us out of the store, and not a single employee, or company representative, cares to get in touch with the customers, that your website says you thrive to offer the best quality service for
Again, if you wanted to discuss this in a civil manner and resolve this, you could have reached out yourself after throwing us out of the store because you didn't like me calling the quality of service out
I stand by my ground, I want the Rallye Motors Director, as I was promised via ***, on friday (I have the messages) to contact meThey need to be aware of the abundant "I don't care" attitude their brand represents at this point
I also want you to explain to me how doing my oil change elsewhere causes my computer system to fail, and why we weren't told we MUST do maintenance at YOUR shop or else our cars computer won't workBecause *** disagreed with that statementThey also fixed our display / bluetooth issues, first try
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]I am completely stunned at their answer. The manager was extremely rude and would not discuss the matter. I advised him of the advertisements that I brought with me to the dealership. The only reason I was interested in turning in the vehicle was if I could turn it in early without paying the payments left on the lease. I brought in the advertisement and showed it to the salesman Vahoo. Vahoo was aware of the remaining payments and we discussed the situation. I told him that it is not a necessity to turn in vehicle because I had 10,miles under the lease mileage. I would never turn in the vehicle early if I was still responsible for the lease paymentsVahoo put the deal together without putting the remaining payments as agreed that the payments were included. Vahoo stated that I would not owe any money towards the 2014 Kia. Then received a bill for $from Kia for unpaid payments for the kia. Vahoo was aware of my situation and neglected to put the deal together as agreed. This is my third kia that I have leased. Please see the ads attached. Thank you for your help in this matter Sincerely *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Without even getting into he said or she said, this type of agreement is made quite often, but in our stores this is always written onto the original purchase of the vehicle by way of the buyers orderIf the customer has this agreement which the office may have overlooked, I am happy to take
care of itPlease forward the written agreement to me and I'd be more then happy to take care of itThis type of agreement is never made verbally to protect both the customer and the dealership
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]Kia Eagle was referred to me through Costco. Costco did not have pricing for the vehicle that was leased per the Costco resolution center. NO Costco pricing was available for this vehicle at the time of lease. I was at Eagle Kia with the advertisements for the purpose of negotiating with Eagle Kia. Vahoo the salesman that I personally dealt with was aware of the advertisements offering early turn in of the Kia Sorento. I was offered the same deal at Kia Eagle to be competitive with the other dealerships. That is called negotiating. I negotiated the deal with Vahoo and we agreed to the early return of my Kia Sorento and to lease a Kia Sorento. I was offered early turn in at least other dealerships and only leased through Kia Eagle because Vahoo stated they would match /include the payments. I only agreed to Eagle Kia based on the negotiation with Vahoo. My Kia Sorento had 10,miles under the lease agreement and I had no reason to turn in vehicle early. Kia Eagle is not a trustworthy dealership. Unfortunately, they don't know how to treat a x Kia buyer/lease customer. Kia Eagle just wants to ignore the issue and hope I go away. Please do not let them do this to me. Thank you for all your help in this matter.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
This refund request was handed in to the accounting office on 6/**We normally do refunds on Wednesdays but since customer says they have been waiting it will be issued thru the credit card machine todayAll refunds normally as processed by the credit card banks with 48-hours, depending on the
bank
Customer wanted us to find a rate to match his bank at 1.7% Eagle followed strict guidelines to try to get the customer what they asked forThis rate isn't available to the dealer on car that ageWe do not use tactics this customer is accusing of and three credit bureaus wouldn't drive an interest rate up points so customer is misinformedI suggested he use his own bank since they offer this low rate, even if he buys elsewhereI have no other suggestions to satisfy customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I am rejecting this response because I find it hard to believe that they needed to run my credit times to find a better interest rate when my bank ran my credit time to get me the 1.7%Each time you run someone's credit it lowers their credit score which causes the interest rate to go up, as a financial manager I would assume that Jose knew thisI would rather not do business here, they should have presented me with this offer before I left the dealer instead they insisted that I finance through them and told me that I could refinance through my bank a few months laterI have read other reviews where people had similar experiences, so I would rather not have any further issues with my car buying experience.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2014/12/22) */
Contact Name and Title: *** Director of Sal
Contact Email: ***
We believed there was a satisfactory resolution with this individual prior to us receiving any notice of complaint from the Revdex.comIf this is not the case
then please advise and we will submit a response
Tell us why hereVehicle was dropped off with complaint of suspension light going on and off on 8/**/8:42amat 3:16pm ** *** was called and told that the compressor was not running and the fuse was blown. When the tech replaced the fuse it blew immediately. ** *** was told that
we needed more time to diagnose the problemHe authorized three hours of labor time. Further diagnosis found that the shocks and lines are leaking and would have to be replaced. After that the compressor would need to be charged, where it can be determined whether the compressor is still good or would also have to be replaced. He was given the estimate to repair the car and declined at that time of $+ tax. He was charged hours for labor + tax
Initial Business Response /* (1000, 6, 2015/07/30) */
There is an odor at times in the right rearThe odor smells like a brake getting hot so that is why we put a lot of effort into this areaAfter much time spent on diagnosis it was determined that the smell is from the heat of the muffler as
the muffler on these particular models is located very close to the left rear wheel well and so it gets a lot of road splashThe odor is not very obvious in the summer, if at all, it is a winter problem due to slush and salt splashing on the muffler and this is exasperated by the use of a salt brine that has molasses mixed in itWe were unaware of this at first and spent a lot of time looking for the source of the odorUnfortunately there is nothing we can do to solve this issue*** did pay approx$*** to have an air quality check done to ensure there was nothing harmful in the airThe issue would not be resolved by exchanging the vehicle for a new one as the same odor would be present on the new one as it is the same designAlso this odor is only smelled from outside the vehicle
I realize the pursuit of this has been an inconvenience to the customer, but we have tried to minimize that by almost always providing the customer with a vehicle and at times providing vehicle pick=up and drop-off serviceAs mentioned this is present on all ***, more obvious on *** models as the exhaust is hotter, ***
Initial Consumer Rebuttal /* (3000, 8, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The smell is as evident in the Summer as it is in the Winter so we do not agree that salt brine could be the cause of the smellFurthermore a service Manager at Rallye Motors did confirm that testing of another vehicle same model did not have any smell coming from itWe have also found owners of the same model same year as us which the smell is not presentInstead of fixing the problem or ensuring that we are satisfied owners, *** made the decision to ignore our attempts of contacting them and/or fixing the problem itself* a vehicle was allotted to us only of the times brought to the dealer so loss of work time was a result of thisWe are unsatisfied with the answer they have provided and feel this is another way of ignoring the issue and dealing with unsatisfied clients***
Final Business Response /* (4000, 10, 2015/08/05) */
The service history for this vehicle indicates six customer complaints for smellAll complaints are between the months of *** to ***, again on *** and ***There are no similar complaints during optimum road condition months
*** has published facts regarding their salting process which identifies a mixture of salt brine and molasses
The client met with a representative of *** *** and was approached about trade assistance to get the client into a different vehicle, The clients expectations exceeded what *** *** was prepared to offer
*** *** requested Rallye Motors Hyundai to obtain an air quality test from an independent 3rd party license repair facilityThis 3rd party company confirmed there is no safety issue and also confirmed similar smells from other makes and models during the winter months due to *** salting procedures
We have completed every inspection possible to insure this vehicle is safe for the client and have included the Manufacturer in the process, as such, we are not prepared to offer any additional assistance to the client for this complaint
There is some indication that the client has begun proceedings with *** regarding this matterIf this is the case I would recommend any further client responses be directed to ***
Final Consumer Response /* (4200, 12, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with Rallye Motors responseThe car still has this very strong smell in the SummerThis smell was smelled this past weekend ***We rarely travel with our *** because of the smell*** This car was purchased to be our primary vehicle and is not the caseI have followed steps with *** in order to get the justice we deserveI further wish to indicate that Rallye Motors is not in a position to say our demands exceeded what *** *** was ready to offer as no offer was never even received on our end
Customer signed a credit application allowing us to inquire into his creditWe ran three different bureaus, Equifax, Transunion and Experian which we will do if necessary to find the best approval to fit the saleSince the customer requested us to find him the best rate, this
is how it was conducted.Since I don't want a potential customer to feel disheartened, I have no issue offering the customer the Jeep he was interested in at the original sale price of $30,plus sales tax and motor vehicle If he doesn't want to finance with us, he can bring in certified funds from his own bank offering the 1.7%If he decides to finance the vehicle I can also help to insure a smoother experience then he had beforeI don't have any other requirements but because car only comes with lemon warranty and is out of factory warranty I do suggest he purchase an extended warranty, but again it's not required.Denise FController
Initial Business Response /* (1000, 5, 2015/05/05) */
The new vehicle Manufacturer offers multiple layers of programs but generally advertise only the lower rateThe lowest rate is seldom accompanied by any other program discounts or enhancementsAs most individuals seldom go to full term on
their loans it is often more advantageous for individuals to select a slightly higher manufacturer rate, utilize program money from the Manufacturer to reduce the loan amount and consequently have the benefit of a smaller balance when they decide to trade or pay out the loan prior the scheduled loan terminationThe other possible advantage of selecting the higher manufacturer rate and opting for program money is to offset any negative equity in a trade-inNew vehicle Manufactures have recognized the need for this flexibility and in most cases the program money offered offsets the interest charges making the payment virtually the sameThe Manufacturer also requires the client to sign a separate form clearly indicating the clients selection of the program most beneficial for the client
Due to the complexity of these programs it is our policy to have our Finance Manager and the client review the option selected prior to completing the final sale documentation to ensure it is in fact the best option for the client
In this case it appears there was a stumbling block in communicating this information to the client and we will review the process of program explanationHaving said that, if the client had proceeded with the transaction the secondary contact (Finannce Manager) would have clearly explained the program details and in concert, confirmed the best program selection for the clients finacial situation
Initial Consumer Rebuttal /* (3000, 7, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
***They were calculating a higher rate and was making the monthly payment increase by $monthly*** *** I just felt that there is quite a few people that did get ripped off over the years***
Initial Business Response /* (1000, 5, 2016/01/07) */
***
The ad in question has been removedAs previously explained to the client, the error was the result of a soft wear issue and incorrect manual inputThe client's original
Salesperson requested of his manager that he respond to the client due to their positive long term relationshipIt then became evident the client wanted to talk to the sales manager and the manager in fact did have numerous email correspondence regarding this matter and finally attempted to contact the client by phone to no avail
As to the client's service issueHe authorized only warranty repair on a transmission issue his vehicle was experiencingA diagnostic inspection is required to 1st determine the problem and then to determine if the issue is warranty or simply a regular maintenance issueWarranty issue would result in no cost to the client, maintenance issue would result in a cost to the clientDuring this inspection it was found the fluid level was below normalIn order to proceed with the inspection it required topping up of the fluid level followed by a road test to determine if this was indeed the only issue or if there was another fault with the systemIn total there was hours diagnostic time and various fluid top upsIt was determined there was no warranty issue and it was indeed simply a maintenance issue
As the requirement for diagnostic repairs and associated costs if there was no warranty issue was not made clear to the client it was determined to give the client a service credit for the bill in question
If the client would rather have a refund instead of credit then please advise and arrangements will be made
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint, filed against Rallye Motors ***, has two elementsThe first element pertains to one of their advertising techniques and the second pertains to charges I paid, for unwanted service
The solution offered by Rallye Motors regarding the second element of my complaint is acceptableI will accept a refund of my money, they have my addressI will also add that if one of the Service Advisors involved in my appointment, would have explained the situation regarding my transmission issue, as *** has in his response, the service portion of this complaint could have been completely avoided
Regarding the first element of my complaint, I find ***'s response unacceptable, although I accept his indirect admission that the ad that I initially referred to was incorrect and therefore, at least, misleadingThe initial ad that I complained about was "removed", but was quickly replaced with another incorrect and misleading ad*** It leads to customers becoming sold on a particular "used" vehicle, only to be surprised, when closing the deal, with a ***additional charge for shipping and PDIThese are charges typically included in the purchase price of new vehicles***
I did have some e-mail correspondence with "the manager" during which I was told that the one ad that I reacted to was an error and "removed" but it was immediately replaced with another ad using the same technique, as referred to aboveI was also offered a Rallye Motors credit which I stated was not satisfactoryI paid cash for my service and a credit only has value if I were to do business with Rallye Motors again
Finally, if, the manage "attempted" to contact me by phone, he must have had the wrong numbers, because one of my two phones is always monitored, plus both have voice mail service
Inital Business Response /* (4200, 11, 2016/01/14) */
I have had an enjoyable conversation with the client this afternoonSome of his comments have some merit and we will endeavor to adjust our training process in order to avoid further communication issues with warranty service requestsWe have agreed to send the client a cheque for the specified amount within the next daysOn the other issueAlthough I respect the clients opinion on the matter we have agreed to disagree on this specific issue
Final Consumer Response /* (4200, 11, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did have a pleasant conversation with the manager from Rallye Motors and he did seem to agree with my concerns and complaint regarding the Service Department element of my complaintI do accept their proposed resolution to that part of my complaint
Regarding the advertising element of my complaint, we did not reach a resolutionWe could not agree and I still believe that the technique of advertising new vehicles as "Pre-owned Vehicles" is, as a minimum, misleading ***The manager explained to me that the business is much more complex now than in the past and sometimes it is difficult to categorize a vehicle.***
***
Final Business Response /* (4000, 13, 2016/01/14) */
We appreciate the clients opinion and we will have discussions at a Corporate level regarding his concernsAt this time however our position has not changed from the last response given
Initial Business Response /* (1000, 8, 2015/04/24) */
CASE ID # ***
The clients visit was on January 9th of this year for a recommended service maintenance #which includes a visual inspection of ball joints links, wheel bearings and tire rod ends among other itemsOur inspection of these
items indicated they were within manufacturer specifications and did not require replacement consequently there was no recommendation to the client to replace any of these itemsWe did perform a quick alignment check in our drive thru which could not be completed properly due the oversized aftermarket tires on the clients vehicleThe tire bead and rim protector prevented an accurate measurement on both the quick alignment machine in the drive thru and the full alignment machine in our service bayThe tires on the truck are a very aggressive tread and will have excessive road noise due the very nature of that type of tireThere was no charge for the alignment tests
The client indicates a test was done a "couple" of weeks later at a non factory facility and was told of safety issues relating to the same items we inspected priorAs we received a letter dated April 1st I can only assume this took place very near the end of MarchI cannot attest to the necessity of the recommended repair at another facility months later but I can assure you if we felt the client needed to make repairs, at their cost, we would certainly have recommended exactly thatIt is the very reason for our repair facilities
Unexpected repairs are a financial burden, unfortunate and a reality with mechanical itemsUnneeded repairs is something our Company will not recommend to any client
Should the client supply documentation from the other repair facility clearly showing instrument measurements of the replaced items I will have our service manager explore further possibilities
Initial Consumer Rebuttal /* (3000, 10, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I picked up my vehicle, I was told my alignment was perfect and not the source of any issues with the tiresThe business' response to this complaint is that they were not able to complete a proper alignment checkThose are two very different thingsFurther, I found stapled to the back of my receipt from ***, dated January 9th, that my front toe was at 39/and great big letters: FAILEDMy *** was unsafe for the roadWhat the business is replying is very inconsistent with the documentation I have
Initial business rebuttal
The reading supplied was unreliable due to the fact the measuring heads did not fit properly on the non factory oem tires the client had on his vehicleThere was no charge to the client for this service as we could not adequately complete the measurementThis information was relayed to the client at the time
If there was a misunderstanding of this on the clients part then we certainly apologize for not taking adequate time to explain the issue properly
We stand by our policy and ethics of not making unnecessary and costly repairs to our clients vehicles
As indicated previously, if the client would supply the documented instrument readings from the facility that completed the repairs I will have our Service manager and Director of Fixed Operations review that documentation
Final Consumer Response /* (4200, 14, 2015/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regarding unreliable reading due to heads not fitting: What actually happened is that I was initially told you couldn't find one that fit in order to perform the alignmentThen, I was called back and told the service manager found one that fit, but that it didn't matter because my alignment was perfect and NOT the cause of the uneven wear - hence no alignment necessaryThere was no room for confusion here*** (I think his name is) was very, very clear on thisI was very specifically told that my vehicle was aligned and safe for the road*** Otherwise, you should present to me something that indicates I was told you were not able to get a proper readingThis sort of note would always be included right on the first page of the receipt you provide
You also asked in your last response that I send you the instrument readings from the facility that completed the repairsI will gladly complyIn the meantime, I can immediately send you YOUR readings from January 9th***
***
Final Business Response /* (4000, 22, 2015/05/29) */
We stand by our initial statement that the vehicle did not need these repairs when the complainant visited us in JanuaryWe will assume no responsibility for repairs made several weeks later based upon a third parties verbal recommendation
Respectfully
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
We did not want them to match our rate, what we were told was that in order to purchase the car for the agreed price we would have to finance through themSo we asked if we financed through them what the rate would be, they would not discuss it until we met with JoseThey called us the next day to tell us that we were approved for a really good rate but would not discuss it over the phoneWhen we asked if they could tell us the rate we were told they could match the rate that the bank gave us or at the very least come very close to matching itBefore we were able to go there and before we agreed on financing they were insisting on aquiring our insurance information to register the vehicle to us, we told them that since we did not get information about the interest rate for financing we did not agree to the terms and would not give them our insurance informationI found this to be bizarre since we did not purchase the vehicle yet.When we went in to meet with them we were unhappy to hear that the rate they came up with was 4.9%Jose then told us that if we did not accept that rate through them and we used our own bank we would have to pay $6,more for the vehicleWe tried to speak to him and work something out but he was insistant on us financing through them, and told us that if we were unhappy with the rate then we could just refinance with our bank a few months later and that if we didn't finance through them that he would not sell us the car at the agreed price and there was nothing further for him to discuss with usSince we could not come to an agreement, based on their inability to compromise and allow us to finance the agreed price of 30,through our own bank, Jose and Amanda both told us that we would be getting our $deposit back on Wednesday February *** because they only do refunds on Wednesday'sWe waited until Friday to call about the deposit since it still was not refunded and Amanda told us that they sent us a check in the mail and we should have it that day or SaturdayThe check never came, so I went to the dealer to ask about my deposit, the manager Joe became very unprofessional and combative raising his voice at me and telling me he was "*** *** * *** *** * *** *** ***"We still have not been refunded our depositThey told us it would be refunded directly to our account and that it takes a few daysI do not understand why we got such a run around about this and why the refund was so delayed.I am extremely dissatisfied with the way that this dealer operatesThey are very unprofessional and play a lot of gamesMy only intention here is to make the Revdex.com aware of this, I do not feel that the issue here can come to a resolution for me at this point in time, I would like my deposit back as soon as possible and for future customers to not have to deal with these tactics
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
I have looked over the solicitations sent in by the consumer but these ads are for other dealershipsEagle did not solicit this customer and if there was any negotiations made with regards to the vehicle being turned in, they would have been included, in writing as is our policyThis consumer came into Eagle as a Costco referral and was given Costco pricingAny remaining lease payments were not a part of the Costco pricing and would have had to be negotiated into the deal at the time of saleThere is nothing further, unless consumer can provide in writing that this was promised
Initial Business Response / [redacted] (1000, 8, 2015/04/24) */ CASE ID # [redacted] The clients visit was on January 9th of this year for a recommended service maintenance #which includes a visual inspection of ball joints links, wheel bearings and tire rod ends among other itemsOur inspection of these items indicated they were within manufacturer specifications and did not require replacement consequently there was no recommendation to the client to replace any of these itemsWe did perform a quick alignment check in our drive thru which could not be completed properly due the oversized aftermarket tires on the clients vehicleThe tire bead and rim protector prevented an accurate measurement on both the quick alignment machine in the drive thru and the full alignment machine in our service bayThe tires on the truck are a very aggressive tread and will have excessive road noise due the very nature of that type of tireThere was no charge for the alignment tests The client indicates a test was done a "couple" of weeks later at a non factory facility and was told of safety issues relating to the same items we inspected priorAs we received a letter dated April 1st I can only assume this took place very near the end of MarchI cannot attest to the necessity of the recommended repair at another facility months later but I can assure you if we felt the client needed to make repairs, at their cost, we would certainly have recommended exactly thatIt is the very reason for our repair facilities Unexpected repairs are a financial burden, unfortunate and a reality with mechanical itemsUnneeded repairs is something our Company will not recommend to any client Should the client supply documentation from the other repair facility clearly showing instrument measurements of the replaced items I will have our service manager explore further possibilities Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I picked up my vehicle, I was told my alignment was perfect and not the source of any issues with the tiresThe business' response to this complaint is that they were not able to complete a proper alignment checkThose are two very different thingsFurther, I found stapled to the back of my receipt from [redacted] , dated January 9th, that my front toe was at 39/and great big letters: FAILEDMy [redacted] was unsafe for the roadWhat the business is replying is very inconsistent with the documentation I have Initial business rebuttal The reading supplied was unreliable due to the fact the measuring heads did not fit properly on the non factory oem tires the client had on his vehicleThere was no charge to the client for this service as we could not adequately complete the measurementThis information was relayed to the client at the time If there was a misunderstanding of this on the clients part then we certainly apologize for not taking adequate time to explain the issue properly We stand by our policy and ethics of not making unnecessary and costly repairs to our clients vehicles As indicated previously, if the client would supply the documented instrument readings from the facility that completed the repairs I will have our Service manager and Director of Fixed Operations review that documentation Final Consumer Response / [redacted] (4200, 14, 2015/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding unreliable reading due to heads not fitting: What actually happened is that I was initially told you couldn't find one that fit in order to perform the alignmentThen, I was called back and told the service manager found one that fit, but that it didn't matter because my alignment was perfect and NOT the cause of the uneven wear - hence no alignment necessaryThere was no room for confusion here [redacted] (I think his name is) was very, very clear on thisI was very specifically told that my vehicle was aligned and safe for the road [redacted] Otherwise, you should present to me something that indicates I was told you were not able to get a proper readingThis sort of note would always be included right on the first page of the receipt you provide You also asked in your last response that I send you the instrument readings from the facility that completed the repairsI will gladly complyIn the meantime, I can immediately send you YOUR readings from January 9th [redacted] Final Business Response / [redacted] (4000, 22, 2015/05/29) */ We stand by our initial statement that the vehicle did not need these repairs when the complainant visited us in JanuaryWe will assume no responsibility for repairs made several weeks later based upon a third parties verbal recommendation Respectfully [redacted] ***
This refund request was handed in to the accounting office on 6/**We normally do refunds on Wednesdays but since customer says they have been waiting it will be issued thru the credit card machine todayAll refunds normally as processed by the credit card banks with 48-hours, depending on the bank
Initial Business Response / [redacted] (1000, 6, 2014/12/22) */ Contact Name and Title: [redacted] Director of Sal Contact Email: [redacted] We believed there was a satisfactory resolution with this individual prior to us receiving any notice of complaint from the Revdex.comIf this is not the case then please advise and we will submit a response
Initial Business Response /* (1000, 5, 2017/02/16) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Multiple operating functions are operated and controlled by the U-Connect module on this type of vehicleIt is essentially a computer and like
home computers the system requires updatesThese updates are normally performed during the course of regular maintenance visitsThis client has not returned for any regular maintenance service thus when a software problem occurs it presents an issue in operation of the vehicleMany of these issues are intermittent in nature as is the case with this vehicleThere are multiple times when the clients service issue could not be duplicated when the vehicle was brought into serviceRegardless, in every instance we performed the recommended Factory service for the complaint and would have continued with this service if not for the nature of the clients actions at the dealership on the last visit
Contrary to his version of the events his language was loud,abusive, inflammatory and at times vulgar
The staff and other clientele in the service area did not deserve to experience this conduct thus it was suggested he seek service at another local dealership
As to escalating a complaint to a higher level of management it is a simple matter of requesting that opportunity with any member of our staff
The client is welcome to reach out for a respectful conversation with myself about his experience
Initial Consumer Rebuttal /* (3000, 7, 2017/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is where I disagree:
We have never been informed, in writing nor verbally, that there are system updates done at every oil changeThe oil changes, we go elsewhere to do, also covered by the warrantyWe go to ***, and verified that we could do this before handWe were never advised that there are "updates" every oil change
My home computer, as you compare it to, doesn't have this many updatesIt also, doesn't have bugs every other dayI beg of you to provide me evidence of the contrary
My last visit, I was already angry that the car would not start, to then find out from the tow company that the battery was virtually deadNo lights were on, nothing was left runningIt was shut down, as it is every time
When I came into the store, the "foul / vulgar / inflammatory" remarks that were made, were to the extent of a clearly spoken "god damn", a silently mouthed "*** car" and inflammatory, I'm assuming you're referring to when I said "we kept coming even if everyone tells us to avoid this brand, how about you own up to the repeat issues."
Your immediate response, after only asking me to "stop swearing" once, was to slide the keys over to me and tell me to leaveI walked out, with my keys, and quite clearly informed you from the door I would be calling Chrysler Corporate, again for this
The irony in this story, is that when we arrived at ***, upon description of the issues, including "sceeching" from the engine, or "squealing", was more than likely rubbing metal or a bearing issueFunny, how Rallye Chrysler told me "It's for any 3.6L engine." I'm quoting your service staff *** on that one, who also tells me they aren't magicians
The fact the car was in times in January, the problem persisted, and booked a 1st visit in Februarymaybe the problem isn't entirely with the customer is it?
As I recall, our original purchase at your dealership was a ***, same car, different features and colorIt went in times in a month due to breaking down in traffic for no reasonYour service techs kept insisting they were fixing the issue "per the codes in the computer", including changing the entire front end computing system
We found out later from ***, the former store manager (was still manager at the time) that it turned out to be a cracked air intakeA physical defectyour computer didn't tell you thisYet we were being sent home over and over again, constantly relying on shuttles, and having to adjust to that scheduleCar availability wasn't always an option when your brand new car is always in the shop
I mean add all of it up, combine it with the numerous people who have had issues with Rallye in the past, and I fail to see where this issue falls entirely on myself
If I would have known that when I purchased this car, I had to commit to a lifetime agreement of maintenance, just in order to keep my computer system (it runs the car you say) up to date, I would have purchased my car elsewhereThis isn't proper at all for a company who prides themselves on superior customer service
In terms of reaching out, I sent a *** message to your main Rallye Motors pageIt was seen, and never repliedThe only reply we got was from a sales rep, asking us to revoke our complaint since it affected his reviews on his page
***
Final Business Response /* (4000, 9, 2017/02/17) */
As mentioned in the 1st responseThe offer of a respectful conversation remains on the tableTo date, the client has not attempted to reach out directly to myself
Final Consumer Response /* (2000, 11, 2017/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Oh, I was always willing to discuss thisYou just never accepted the truth
The problem with your offer, is you aren't addressing the months of continuous repeat visits without addressing the problem
***r has returned our vehicle to us
It needed a new car batteryThey also replaced the remote starter batteries, just in case, as they were able to see it failing to start, but couldn't find the problem specificallyThey were, without having to find "diagnostic codes" able to physically verify that our battery was drained almost completely
That "screeching / squealing" sound we had when starting the car? Turns out they had to order a tightener and they need to replace another partYepthat "absolutely for a 3.6L engine noise" turns out it's not absolutely normal
My starter issues? So far were the battery that was dead
The original car, you guys rebuilt the front end, when it was an air intake that was cracked
I mean I took it ONE TIME to a different Chrysler dealership, and yetthey found more issues to fix than your store ever did in months
Let's add on to thisNo, you're correctI've not attempted to reach YOU directlyBut I tried to reach out to Rallye Motors, the corporation that owns you, and they didn't even care enough to call me backI have a *** message saying the Director would call me, he never did
We're not addressing your location in person, until someone who runs the corporation contacts usWe won't allow this to be swept under a rug, and we won't pretend you didn't tell us to go somewhere else for service, after my frustration of never getting proper service in the first place
I'm noticing here, you're not addressing the corrections to the statements you first madeYou're only addressing that I didn't call you, after presenting facts
We bought our car from your location, you have all our personal details, and yet you didn't try to reach out to us after the *** posts and messages we left Rallye and a few employees who replied to us
Again, great customer serviceYou throw us out of the store, and not a single employee, or company representative, cares to get in touch with the customers, that your website says you thrive to offer the best quality service for
Again, if you wanted to discuss this in a civil manner and resolve this, you could have reached out yourself after throwing us out of the store because you didn't like me calling the quality of service out
I stand by my ground, I want the Rallye Motors Director, as I was promised via ***, on friday (I have the messages) to contact meThey need to be aware of the abundant "I don't care" attitude their brand represents at this point
I also want you to explain to me how doing my oil change elsewhere causes my computer system to fail, and why we weren't told we MUST do maintenance at YOUR shop or else our cars computer won't workBecause *** disagreed with that statementThey also fixed our display / bluetooth issues, first try
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]I am completely stunned at their answer. The manager was extremely rude and would not discuss the matter. I advised him of the advertisements that I brought with me to the dealership. The only reason I was interested in turning in the vehicle was if I could turn it in early without paying the payments left on the lease. I brought in the advertisement and showed it to the salesman Vahoo. Vahoo was aware of the remaining payments and we discussed the situation. I told him that it is not a necessity to turn in vehicle because I had 10,miles under the lease mileage. I would never turn in the vehicle early if I was still responsible for the lease paymentsVahoo put the deal together without putting the remaining payments as agreed that the payments were included. Vahoo stated that I would not owe any money towards the 2014 Kia. Then received a bill for $from Kia for unpaid payments for the kia. Vahoo was aware of my situation and neglected to put the deal together as agreed. This is my third kia that I have leased. Please see the ads attached. Thank you for your help in this matter Sincerely *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Without even getting into he said or she said, this type of agreement is made quite often, but in our stores this is always written onto the original purchase of the vehicle by way of the buyers orderIf the customer has this agreement which the office may have overlooked, I am happy to take
care of itPlease forward the written agreement to me and I'd be more then happy to take care of itThis type of agreement is never made verbally to protect both the customer and the dealership
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]Kia Eagle was referred to me through Costco. Costco did not have pricing for the vehicle that was leased per the Costco resolution center. NO Costco pricing was available for this vehicle at the time of lease. I was at Eagle Kia with the advertisements for the purpose of negotiating with Eagle Kia. Vahoo the salesman that I personally dealt with was aware of the advertisements offering early turn in of the Kia Sorento. I was offered the same deal at Kia Eagle to be competitive with the other dealerships. That is called negotiating. I negotiated the deal with Vahoo and we agreed to the early return of my Kia Sorento and to lease a Kia Sorento. I was offered early turn in at least other dealerships and only leased through Kia Eagle because Vahoo stated they would match /include the payments. I only agreed to Eagle Kia based on the negotiation with Vahoo. My Kia Sorento had 10,miles under the lease agreement and I had no reason to turn in vehicle early. Kia Eagle is not a trustworthy dealership. Unfortunately, they don't know how to treat a x Kia buyer/lease customer. Kia Eagle just wants to ignore the issue and hope I go away. Please do not let them do this to me. Thank you for all your help in this matter.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
This refund request was handed in to the accounting office on 6/**We normally do refunds on Wednesdays but since customer says they have been waiting it will be issued thru the credit card machine todayAll refunds normally as processed by the credit card banks with 48-hours, depending on the
bank
Customer wanted us to find a rate to match his bank at 1.7% Eagle followed strict guidelines to try to get the customer what they asked forThis rate isn't available to the dealer on car that ageWe do not use tactics this customer is accusing of and three credit bureaus wouldn't drive an interest rate up points so customer is misinformedI suggested he use his own bank since they offer this low rate, even if he buys elsewhereI have no other suggestions to satisfy customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I am rejecting this response because I find it hard to believe that they needed to run my credit times to find a better interest rate when my bank ran my credit time to get me the 1.7%Each time you run someone's credit it lowers their credit score which causes the interest rate to go up, as a financial manager I would assume that Jose knew thisI would rather not do business here, they should have presented me with this offer before I left the dealer instead they insisted that I finance through them and told me that I could refinance through my bank a few months laterI have read other reviews where people had similar experiences, so I would rather not have any further issues with my car buying experience.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2014/12/22) */
Contact Name and Title: *** Director of Sal
Contact Email: ***
We believed there was a satisfactory resolution with this individual prior to us receiving any notice of complaint from the Revdex.comIf this is not the case
then please advise and we will submit a response
Tell us why hereVehicle was dropped off with complaint of suspension light going on and off on 8/**/8:42amat 3:16pm ** *** was called and told that the compressor was not running and the fuse was blown. When the tech replaced the fuse it blew immediately. ** *** was told that
we needed more time to diagnose the problemHe authorized three hours of labor time. Further diagnosis found that the shocks and lines are leaking and would have to be replaced. After that the compressor would need to be charged, where it can be determined whether the compressor is still good or would also have to be replaced. He was given the estimate to repair the car and declined at that time of $+ tax. He was charged hours for labor + tax
Initial Business Response /* (1000, 6, 2015/07/30) */
* a vehicle was allotted to us only of the times brought to the dealer so loss of work time was a result of thisWe are unsatisfied with the answer they have provided and feel this is another way of ignoring the issue and dealing with unsatisfied clients***
There is an odor at times in the right rearThe odor smells like a brake getting hot so that is why we put a lot of effort into this areaAfter much time spent on diagnosis it was determined that the smell is from the heat of the muffler as
the muffler on these particular models is located very close to the left rear wheel well and so it gets a lot of road splashThe odor is not very obvious in the summer, if at all, it is a winter problem due to slush and salt splashing on the muffler and this is exasperated by the use of a salt brine that has molasses mixed in itWe were unaware of this at first and spent a lot of time looking for the source of the odorUnfortunately there is nothing we can do to solve this issue*** did pay approx$*** to have an air quality check done to ensure there was nothing harmful in the airThe issue would not be resolved by exchanging the vehicle for a new one as the same odor would be present on the new one as it is the same designAlso this odor is only smelled from outside the vehicle
I realize the pursuit of this has been an inconvenience to the customer, but we have tried to minimize that by almost always providing the customer with a vehicle and at times providing vehicle pick=up and drop-off serviceAs mentioned this is present on all ***, more obvious on *** models as the exhaust is hotter, ***
Initial Consumer Rebuttal /* (3000, 8, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The smell is as evident in the Summer as it is in the Winter so we do not agree that salt brine could be the cause of the smellFurthermore a service Manager at Rallye Motors did confirm that testing of another vehicle same model did not have any smell coming from itWe have also found owners of the same model same year as us which the smell is not presentInstead of fixing the problem or ensuring that we are satisfied owners, *** made the decision to ignore our attempts of contacting them and/or fixing the problem itself
Final Business Response /* (4000, 10, 2015/08/05) */
The service history for this vehicle indicates six customer complaints for smellAll complaints are between the months of *** to ***, again on *** and ***There are no similar complaints during optimum road condition months
*** has published facts regarding their salting process which identifies a mixture of salt brine and molasses
The client met with a representative of *** *** and was approached about trade assistance to get the client into a different vehicle, The clients expectations exceeded what *** *** was prepared to offer
*** *** requested Rallye Motors Hyundai to obtain an air quality test from an independent 3rd party license repair facilityThis 3rd party company confirmed there is no safety issue and also confirmed similar smells from other makes and models during the winter months due to *** salting procedures
We have completed every inspection possible to insure this vehicle is safe for the client and have included the Manufacturer in the process, as such, we are not prepared to offer any additional assistance to the client for this complaint
There is some indication that the client has begun proceedings with *** regarding this matterIf this is the case I would recommend any further client responses be directed to ***
Final Consumer Response /* (4200, 12, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with Rallye Motors responseThe car still has this very strong smell in the SummerThis smell was smelled this past weekend ***We rarely travel with our *** because of the smell*** This car was purchased to be our primary vehicle and is not the caseI have followed steps with *** in order to get the justice we deserveI further wish to indicate that Rallye Motors is not in a position to say our demands exceeded what *** *** was ready to offer as no offer was never even received on our end
Customer signed a credit application allowing us to inquire into his creditWe ran three different bureaus, Equifax, Transunion and Experian which we will do if necessary to find the best approval to fit the saleSince the customer requested us to find him the best rate, this
Controller
is how it was conducted.Since I don't want a potential customer to feel disheartened, I have no issue offering the customer the Jeep he was interested in at the original sale price of $30,plus sales tax and motor vehicle If he doesn't want to finance with us, he can bring in certified funds from his own bank offering the 1.7%If he decides to finance the vehicle I can also help to insure a smoother experience then he had beforeI don't have any other requirements but because car only comes with lemon warranty and is out of factory warranty I do suggest he purchase an extended warranty, but again it's not required.Denise F
Initial Business Response /* (1000, 5, 2015/05/05) */
The new vehicle Manufacturer offers multiple layers of programs but generally advertise only the lower rateThe lowest rate is seldom accompanied by any other program discounts or enhancementsAs most individuals seldom go to full term on
their loans it is often more advantageous for individuals to select a slightly higher manufacturer rate, utilize program money from the Manufacturer to reduce the loan amount and consequently have the benefit of a smaller balance when they decide to trade or pay out the loan prior the scheduled loan terminationThe other possible advantage of selecting the higher manufacturer rate and opting for program money is to offset any negative equity in a trade-inNew vehicle Manufactures have recognized the need for this flexibility and in most cases the program money offered offsets the interest charges making the payment virtually the sameThe Manufacturer also requires the client to sign a separate form clearly indicating the clients selection of the program most beneficial for the client
Due to the complexity of these programs it is our policy to have our Finance Manager and the client review the option selected prior to completing the final sale documentation to ensure it is in fact the best option for the client
In this case it appears there was a stumbling block in communicating this information to the client and we will review the process of program explanationHaving said that, if the client had proceeded with the transaction the secondary contact (Finannce Manager) would have clearly explained the program details and in concert, confirmed the best program selection for the clients finacial situation
Initial Consumer Rebuttal /* (3000, 7, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
***They were calculating a higher rate and was making the monthly payment increase by $monthly*** *** I just felt that there is quite a few people that did get ripped off over the years***
Initial Business Response /* (1000, 5, 2016/01/07) */
***
The ad in question has been removedAs previously explained to the client, the error was the result of a soft wear issue and incorrect manual inputThe client's original
Salesperson requested of his manager that he respond to the client due to their positive long term relationshipIt then became evident the client wanted to talk to the sales manager and the manager in fact did have numerous email correspondence regarding this matter and finally attempted to contact the client by phone to no avail
As to the client's service issueHe authorized only warranty repair on a transmission issue his vehicle was experiencingA diagnostic inspection is required to 1st determine the problem and then to determine if the issue is warranty or simply a regular maintenance issueWarranty issue would result in no cost to the client, maintenance issue would result in a cost to the clientDuring this inspection it was found the fluid level was below normalIn order to proceed with the inspection it required topping up of the fluid level followed by a road test to determine if this was indeed the only issue or if there was another fault with the systemIn total there was hours diagnostic time and various fluid top upsIt was determined there was no warranty issue and it was indeed simply a maintenance issue
As the requirement for diagnostic repairs and associated costs if there was no warranty issue was not made clear to the client it was determined to give the client a service credit for the bill in question
If the client would rather have a refund instead of credit then please advise and arrangements will be made
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint, filed against Rallye Motors ***, has two elementsThe first element pertains to one of their advertising techniques and the second pertains to charges I paid, for unwanted service
The solution offered by Rallye Motors regarding the second element of my complaint is acceptableI will accept a refund of my money, they have my addressI will also add that if one of the Service Advisors involved in my appointment, would have explained the situation regarding my transmission issue, as *** has in his response, the service portion of this complaint could have been completely avoided
Regarding the first element of my complaint, I find ***'s response unacceptable, although I accept his indirect admission that the ad that I initially referred to was incorrect and therefore, at least, misleadingThe initial ad that I complained about was "removed", but was quickly replaced with another incorrect and misleading ad*** It leads to customers becoming sold on a particular "used" vehicle, only to be surprised, when closing the deal, with a ***additional charge for shipping and PDIThese are charges typically included in the purchase price of new vehicles***
I did have some e-mail correspondence with "the manager" during which I was told that the one ad that I reacted to was an error and "removed" but it was immediately replaced with another ad using the same technique, as referred to aboveI was also offered a Rallye Motors credit which I stated was not satisfactoryI paid cash for my service and a credit only has value if I were to do business with Rallye Motors again
Finally, if, the manage "attempted" to contact me by phone, he must have had the wrong numbers, because one of my two phones is always monitored, plus both have voice mail service
Inital Business Response /* (4200, 11, 2016/01/14) */
I have had an enjoyable conversation with the client this afternoonSome of his comments have some merit and we will endeavor to adjust our training process in order to avoid further communication issues with warranty service requestsWe have agreed to send the client a cheque for the specified amount within the next daysOn the other issueAlthough I respect the clients opinion on the matter we have agreed to disagree on this specific issue
Final Consumer Response /* (4200, 11, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did have a pleasant conversation with the manager from Rallye Motors and he did seem to agree with my concerns and complaint regarding the Service Department element of my complaintI do accept their proposed resolution to that part of my complaint
Regarding the advertising element of my complaint, we did not reach a resolutionWe could not agree and I still believe that the technique of advertising new vehicles as "Pre-owned Vehicles" is, as a minimum, misleading ***The manager explained to me that the business is much more complex now than in the past and sometimes it is difficult to categorize a vehicle.***
***
Final Business Response /* (4000, 13, 2016/01/14) */
We appreciate the clients opinion and we will have discussions at a Corporate level regarding his concernsAt this time however our position has not changed from the last response given
Initial Business Response /* (1000, 8, 2015/04/24) */
CASE ID # ***
The clients visit was on January 9th of this year for a recommended service maintenance #which includes a visual inspection of ball joints links, wheel bearings and tire rod ends among other itemsOur inspection of these
items indicated they were within manufacturer specifications and did not require replacement consequently there was no recommendation to the client to replace any of these itemsWe did perform a quick alignment check in our drive thru which could not be completed properly due the oversized aftermarket tires on the clients vehicleThe tire bead and rim protector prevented an accurate measurement on both the quick alignment machine in the drive thru and the full alignment machine in our service bayThe tires on the truck are a very aggressive tread and will have excessive road noise due the very nature of that type of tireThere was no charge for the alignment tests
The client indicates a test was done a "couple" of weeks later at a non factory facility and was told of safety issues relating to the same items we inspected priorAs we received a letter dated April 1st I can only assume this took place very near the end of MarchI cannot attest to the necessity of the recommended repair at another facility months later but I can assure you if we felt the client needed to make repairs, at their cost, we would certainly have recommended exactly thatIt is the very reason for our repair facilities
Unexpected repairs are a financial burden, unfortunate and a reality with mechanical itemsUnneeded repairs is something our Company will not recommend to any client
Should the client supply documentation from the other repair facility clearly showing instrument measurements of the replaced items I will have our service manager explore further possibilities
Initial Consumer Rebuttal /* (3000, 10, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I picked up my vehicle, I was told my alignment was perfect and not the source of any issues with the tiresThe business' response to this complaint is that they were not able to complete a proper alignment checkThose are two very different thingsFurther, I found stapled to the back of my receipt from ***, dated January 9th, that my front toe was at 39/and great big letters: FAILEDMy *** was unsafe for the roadWhat the business is replying is very inconsistent with the documentation I have
Initial business rebuttal
The reading supplied was unreliable due to the fact the measuring heads did not fit properly on the non factory oem tires the client had on his vehicleThere was no charge to the client for this service as we could not adequately complete the measurementThis information was relayed to the client at the time
If there was a misunderstanding of this on the clients part then we certainly apologize for not taking adequate time to explain the issue properly
We stand by our policy and ethics of not making unnecessary and costly repairs to our clients vehicles
As indicated previously, if the client would supply the documented instrument readings from the facility that completed the repairs I will have our Service manager and Director of Fixed Operations review that documentation
Final Consumer Response /* (4200, 14, 2015/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regarding unreliable reading due to heads not fitting: What actually happened is that I was initially told you couldn't find one that fit in order to perform the alignmentThen, I was called back and told the service manager found one that fit, but that it didn't matter because my alignment was perfect and NOT the cause of the uneven wear - hence no alignment necessaryThere was no room for confusion here*** (I think his name is) was very, very clear on thisI was very specifically told that my vehicle was aligned and safe for the road*** Otherwise, you should present to me something that indicates I was told you were not able to get a proper readingThis sort of note would always be included right on the first page of the receipt you provide
You also asked in your last response that I send you the instrument readings from the facility that completed the repairsI will gladly complyIn the meantime, I can immediately send you YOUR readings from January 9th***
***
Final Business Response /* (4000, 22, 2015/05/29) */
We stand by our initial statement that the vehicle did not need these repairs when the complainant visited us in JanuaryWe will assume no responsibility for repairs made several weeks later based upon a third parties verbal recommendation
Respectfully
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
We did not want them to match our rate, what we were told was that in order to purchase the car for the agreed price we would have to finance through themSo we asked if we financed through them what the rate would be, they would not discuss it until we met with JoseThey called us the next day to tell us that we were approved for a really good rate but would not discuss it over the phoneWhen we asked if they could tell us the rate we were told they could match the rate that the bank gave us or at the very least come very close to matching itBefore we were able to go there and before we agreed on financing they were insisting on aquiring our insurance information to register the vehicle to us, we told them that since we did not get information about the interest rate for financing we did not agree to the terms and would not give them our insurance informationI found this to be bizarre since we did not purchase the vehicle yet.When we went in to meet with them we were unhappy to hear that the rate they came up with was 4.9%Jose then told us that if we did not accept that rate through them and we used our own bank we would have to pay $6,more for the vehicleWe tried to speak to him and work something out but he was insistant on us financing through them, and told us that if we were unhappy with the rate then we could just refinance with our bank a few months later and that if we didn't finance through them that he would not sell us the car at the agreed price and there was nothing further for him to discuss with usSince we could not come to an agreement, based on their inability to compromise and allow us to finance the agreed price of 30,through our own bank, Jose and Amanda both told us that we would be getting our $deposit back on Wednesday February *** because they only do refunds on Wednesday'sWe waited until Friday to call about the deposit since it still was not refunded and Amanda told us that they sent us a check in the mail and we should have it that day or SaturdayThe check never came, so I went to the dealer to ask about my deposit, the manager Joe became very unprofessional and combative raising his voice at me and telling me he was "*** *** * *** *** * *** *** ***"We still have not been refunded our depositThey told us it would be refunded directly to our account and that it takes a few daysI do not understand why we got such a run around about this and why the refund was so delayed.I am extremely dissatisfied with the way that this dealer operatesThey are very unprofessional and play a lot of gamesMy only intention here is to make the Revdex.com aware of this, I do not feel that the issue here can come to a resolution for me at this point in time, I would like my deposit back as soon as possible and for future customers to not have to deal with these tactics
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
I have looked over the solicitations sent in by the consumer but these ads are for other dealershipsEagle did not solicit this customer and if there was any negotiations made with regards to the vehicle being turned in, they would have been included, in writing as is our policyThis consumer came into Eagle as a Costco referral and was given Costco pricingAny remaining lease payments were not a part of the Costco pricing and would have had to be negotiated into the deal at the time of saleThere is nothing further, unless consumer can provide in writing that this was promised