Faulkner Mazda Subaru

------- Forwarded message ---------- sans-serif;">From: Brian K**Date: Mon, Jun 29, at 3:PMSubject: id# [redacted] To: [redacted] @myRevdex.com.org [redacted] ,The complaint was filed by [redacted] This person isn't even the customer who owns the vehicleI am assuming he filed the complaint because we would not talk to him about another person's situation.Even so, I was a little confused about the complaint because the issue was already resolved with the customerAttached is the copy of the warranty that the customer had purchased It had expired when the transmission issue occurredShe was more than miles out of the coverage period.We worked it out with the repair facility and still agreed to cover the repairsThis was done a week prior to the filing of the complaintI believe the customer even picked up their vehicle last weekend.Brian KimFaulkner M***Sales Manager###-###-#### office###-###-#### fax

08/23/Dear [redacted] ,Thanks for inquiring about our customer's concern regarding her recent transaction at our dealership (ID of [redacted] )We were happy to hear about her positive experience with our sales consultant and management staffWe strive for complete customer satisfaction, and to know we succeeded in the sales process, but fell short on the arrangement of financing gives us cause for concern and reflection.We have carefully reviewed this transaction and interviewed all employees involvedWe can assure our customer that she received the best terms available to her from Faulkner SubaruWe regret that our customer feels as though our employee was hiding informationOur employee simply tried to meet the customer's expectations while maintaining the terms of the original agreementWhen it became clear that our customer was not completely satisfied with the original terms, we redoubled our efforts, contacted multiple lenders, and requested terms to meet her expectationsThrough our indirect lending relationships, we were able to ultimately provide a 1.99% interestrateOur ability to leverage our relationships with multiple lenders is a value added benefit that we offer our customersIt is unfortunate that we were unable to coordinate a meeting with the customer to clarify these eventsLike the customer, our staff made many phone calls to no availWe would value the opportunity to meet with the customer to ensure complete satisfaction.We hope this response helps to resolve this matter, and look forward to arranging a meeting with our customer in the near future.Respectfully,Sincerely, Brian L General Sales Manager

Please see attached response

--------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Tue, Sep 2, at 9:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] > ---------- Forwarded message ---------- From: [redacted] *** < [redacted] > Date: Fri, Aug 29, at 3:PM Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] To: "[email protected]" This issue had been resolved and the case can be closedBrian L [redacted] and I discussed the issue by phone and came to an understandingThank you for your assistance

10/7/2015Dear *** ***,
Regarding complaint ID# *** dated October 02, I have spoken personally to this customer and we agreed that Faulkner Subaru Harrisburg did indeed not refund the correct amountWe have cut a check for the desired amount of $and we are
mailing this the customerThis was an oversight and was not done intentionallyThe complaint was not initiated by the actual customer but by her fiance' who has no financial interest in the vehicle, however he did direct me to the actual customerOnce she receives the check she has agreed that she will gladly contact you at the Revdex.comThank you and please fee free to contact me with any additional concerns.Regards,
Brian L General Sales Manager

[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:
The complaint was filed hours before any agreement was madeThe contract that mazda has in there posting does indeed state that we are out of warranty however the copy of said contract in our possession states the vehicle still has miles left on the warrantyI accepted faulkner mazda offer to fix the vehicle only because I was promised a year warranty on the work done to the vehicleBrian from faulkner also does not wish to speak with me for some reason and when he does he is very rude and shirt tempered.
Regards,
*** ***

[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,
*** ***

Bought a Honda CRV and experienced an issue with the AC on the test drive, was promised it would be fixed, years later the issue is still not resolvedThe service manager was rudeI had issues with documentation and being promised things but things not being followed through

-------- Forwarded message ----------From:
"">Revdex.com of Metro Washington DC Date: Tue, Apr 15, at 4:PMSubject: Fwd: [redacted]To: [redacted]
---------- Forwarded message ----------
From: [redacted]
Date: Fri, Apr 11, at 2:PM
Subject: [redacted]
To: [email protected]
To whom it may concern,
I received a letter of complaint filed by [redacted]In the letter the complaint was assigned an id # [redacted]
All issues he had were resolved except for the issue with the sliding doors unlockingI offered to have the issue fixed thru our [redacted] store, but he said he wanted a different vehicle. So, as of 4/8/14, we began the process of trying to trade him out of the vehicle
[redacted] picked up the new vehicle on 4/10/
Thanks[redacted]
Faulkner Mazda
Pre owned Certified Manager###-###-#### office###-###-#### fax

08/23/2014
Dear [redacted],Thanks for inquiring about our customer's concern regarding her recent transaction at our dealership (ID of [redacted]). We were happy to hear about her positive experience with our sales consultant and management staff. We strive for complete customer...

satisfaction, and to know we succeeded in the sales process, but fell short on the arrangement of financing gives us cause for concern and reflection.We have carefully reviewed this transaction and interviewed all employees involved. We can assure our customer that she received the best terms available to her from Faulkner Subaru.
We regret that our customer feels as though our employee was hiding information. Our employee simply tried to meet the customer's expectations while maintaining the terms of the original agreement. When it became clear that our customer was not completely satisfied with the original terms, we redoubled our efforts, contacted multiple lenders, and requested terms to meet her expectations. Through our indirect lending relationships, we were able to ultimately provide a 1.99% interestrate. Our ability to leverage our relationships with multiple lenders is a value added benefit that we offer our customers.
It is unfortunate that we were unable to coordinate a meeting with the customer to clarify these events. Like the customer, our staff made many phone calls to no avail. We would value the opportunity to meet with the customer to ensure complete satisfaction.We hope this response helps to resolve this matter, and look forward to arranging a meeting with our customer in the near future.Respectfully,Sincerely,
Brian L
General Sales Manager

-------- Forwarded message ----------From: Brian K**<[redacted]@faulknermazdasubaru.com>Date: Thu, Jul 9, 2015 at 10:33 AMSubject: complaint# [redacted]To: [redacted]@myRevdex.com.org[redacted],As per our conversation, [redacted] and I had discussed what the miscommunication was. He was worried that something wouldn't be covered if it occurred within the remaining period he thought the coverage extended to. I explained that just like this most recent issue. We would do everything we could to get it covered as long as it happened within the specified period. [redacted] agreed and wanted myself to respond saying so and he would accept.Brian K**Faulkner MazdaSales Manager###-###-#### office###-###-#### fax

------- Forwarded message ----------
sans-serif;">From: Brian K**<[redacted]@faulknermazdasubaru.com>Date: Mon, Jun 29, 2015 at 3:12 PMSubject: id# [redacted]To: [redacted]@myRevdex.com.org[redacted],The complaint was filed by [redacted]. This person isn't even the customer who owns the vehicle. I am assuming he filed the complaint because we would not talk to him about another person's situation.Even so, I was a little confused about the complaint because the issue was already resolved with the customer. Attached is the copy of the warranty that the customer had purchased.  It had expired when the transmission issue occurred. She was more than 3000 miles out of the coverage period.We worked it out with the repair facility and still agreed to cover the repairs. This was done a week prior to the filing of the complaint. I believe the customer even picked up their vehicle last weekend.Brian KimFaulkner M[redacted]Sales Manager###-###-#### office###-###-#### fax

--------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Tue, Sep 2, 2014 at 9:51 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]>
---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Fri, Aug 29, 2014 at 3:27 PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
To: "[email protected]" <[email protected]>
This issue had been resolved and the case can be closed. Brian L** and I discussed the issue by phone and came to an understanding. Thank you for your assistance.

6/8/2015Dear [redacted],Regarding complaint id [redacted] dated June 05, 2015. have enclosed copies of both the signed Guaranteed Asset Protection Addendum (GAP) and a copy of the page specifying restrictions to the GAP coverage that the customer signed at time of delivery. [redacted]...

[redacted] signed that he had read and understood all the terms of the GAP addendum. The restriction regarding “other exclusions and restrictions” is clearly spelled out in Section 4 item "D" of his copy of the addendum. The copies attached are part of the customer copies that were given to [redacted] at the closing of the sale. There was no negligence on our part in this this transaction.Regards,Lanny KUsed Car Sales Manager

Please see attached response.

Review: I recently purchased a Subaru [redacted] from Faulkner. I had a wonderful experience settling on a deal and due to time was asked to complete the finance and paper work the following day. The deal we had reached did not take into consideration the interest rate of the loan. We assumed a 2.9% rate as we worked out the numbers and if I could get approved for better or worse it was on me. I had confidence as my credit rating is in great standing. I arrived the next day and sat with the finance consultant. He proceeded to hide what my rate was even though I asked several times. About a half an hour in to our discussion he tells me 2.9%. When he finally mentioned the 2.9%, I challenged him because I thought I should have been able to achieve better. He tiptoed around the conversation for a while adverting the question until he finally admitted that [redacted] offered me 2.49%. I push harder, because now I am upset, so he reaches out to the bank, [redacted], and achieves an offer for 1.99%. 1.9% was what I set out for so getting 1.99% was close enough that I didn’t push the issue further; I completed the deal and left the dealership. Every dealership I have ever worked with has always put my needs first and went to bat to get me the best rate possible. The finance person was misleading and was purposely trying to put me in a higher interest rate even though there were better offers. I should not have been the one to inspire him to seek a better rate.

During this process I had asked several times to see what the banks had offered me because I knew he didn’t have my best interest in mind. He did not show me and managed to successful advert the question every time. It was after I had left and had time to process what occurred that I decided I had a right to know if there were even better interest rate offers on the table, it was my credit that was pulled after all. So I reached out to management at the dealership. I received a message back and tried returning their call twice and no reply. I provided two weeks and they don’t seem interested in helping me. I don’t trust them. All I want to see is what every bank offered and I have the notation to believe that they are hiding something, either several rates at the 1.9% or possibly some even lower. I am not sure what incentive is in it for them to put me in a higher interest loan from another bank, but it’s ridiculous that information of this nature would not be disclosed to me at my request. It should have been easy to retrieve and provide, but it is not being delivered.Desired Settlement: If I was offered a lower interest rate, then I feel they owe me the difference in that rate.

Business

Response:

08/23/2014Dear [redacted],Thanks for inquiring about our customer's concern regarding her recent transaction at our dealership (ID of [redacted]). We were happy to hear about her positive experience with our sales consultant and management staff. We strive for complete customer satisfaction, and to know we succeeded in the sales process, but fell short on the arrangement of financing gives us cause for concern and reflection.We have carefully reviewed this transaction and interviewed all employees involved. We can assure our customer that she received the best terms available to her from Faulkner Subaru.We regret that our customer feels as though our employee was hiding information. Our employee simply tried to meet the customer's expectations while maintaining the terms of the original agreement. When it became clear that our customer was not completely satisfied with the original terms, we redoubled our efforts, contacted multiple lenders, and requested terms to meet her expectations. Through our indirect lending relationships, we were able to ultimately provide a 1.99% interestrate. Our ability to leverage our relationships with multiple lenders is a value added benefit that we offer our customers.It is unfortunate that we were unable to coordinate a meeting with the customer to clarify these events. Like the customer, our staff made many phone calls to no avail. We would value the opportunity to meet with the customer to ensure complete satisfaction.We hope this response helps to resolve this matter, and look forward to arranging a meeting with our customer in the near future.Respectfully,Sincerely,Brian LGeneral Sales Manager

Consumer

Response:

--------- Forwarded message ----------

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Tue, Sep 2, 2014 at 9:51 AM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Fri, Aug 29, 2014 at 3:27 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

This issue had been resolved and the case can be closed. Brian L** and I discussed the issue by phone and came to an understanding. Thank you for your assistance.

Review: Purchased a [redacted] mini-van from Faulkner Mazda. On day of purchased or prior the car was never inspected or checked over for safety and maintenance issues. Therefore after taking the car we were told the van has non-van tires on vehicle, something that should have been seen if vehicle would have been inspected. There are a number of driving issues as well. Also undercarriage is missing bolts which is effecting drive. The major problems are the sliding doors lock and then open by themselves which is a huge safety issue. Vehicle is extremely unsafe for my three children. I have made Faulkner Mazda aware of this issue and they have not been helped, I have called the dealership a number of times and have left messages for general manager and have not been helped. Faulkner Mazda instead they just issued my complaint to their [redacted] dealer, however I purchased the vehicle from the Mazda dealer.Desired Settlement: I want to return the vehicle and get one of like value at no extra charge to me, or I would like to return the vehicle with a full refund.

Business

Response:

-------- Forwarded message ----------

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Tue, Apr 15, 2014 at 4:16 PM

Subject: Fwd: [redacted]

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Fri, Apr 11, 2014 at 2:00 PM

Subject: [redacted]

To: [email protected]

To whom it may concern,

I received a letter of complaint filed by [redacted]. In the letter the complaint was assigned an id # [redacted].

All issues he had were resolved except for the issue with the sliding doors unlocking. I offered to have the issue fixed thru our [redacted] store, but he said he wanted a different vehicle. So, as of 4/8/14, we began the process of trying to trade him out of the vehicle.

[redacted] picked up the new vehicle on 4/10/14.

Thanks

Faulkner Mazda

Pre owned Certified Manager

###-###-#### office

###-###-#### fax

Review: I purchased a used 2000 Toyota 4Runner from Faulkner Subaru on Jan. 11, 2013. The vehicle was advertised and priced on cars.com in "excellent" condition according to Kelley Blue Book, which according to the Blue Book means that the car needs no mechanical reconditioning. On the surface, the vehicle was in excellent condition (except for needing new tires) without any rust, dents, etc. and seemed to drive well. I paid $6,400 for the vehicle (after they gave me $3,000 for a trade on my old one) and declined a $3,800 after market extended warranty that they tried to sell me. On the basis of the vehicle's advertised condition, I figured I should not need it.

However, on the way home, I noticed a low whine when I took my foot off the gas while descending long hills and when I hit the [redacted] in ** state, the check engine light came on. I got the car into my local Toyota dealership and found that the check engine light was the catalytic converters and the whine was the rear differential, both of which needed replacement. The mechanic at [redacted] Toyota said the check engine light had been recently reset (by the person who traded it or the dealership, who can say?) In addition, my battery was almost dead and several belts needed replacement for being dry and cracked. $6,400 later--that's right, I put as much into that vehicle as I paid for it--my car was back on the road and able to pass emissions so it could be registered in [redacted]

Thinking I had no recourse without a warranty, I left a poor review on their website through dealer rater who gave them the opportunity to respond before it was posted (you can read the full review there, but not on Faulkner's website itself). Their used car manager, [redacted], contacted me through the dealer rater website and told me my vehicle was covered under a 30 day power train warranty--a warranty that no one in the dealership ever told me about--and to please submit the bill to him. I faxed the diagnostic test that was performed on it and the itemized bill to him on February 12, 2013, and [redacted] confirmed a few days later that he had received it and that it was on his president's desk. It has now been a month later and I have had no contact from Faulkner. I emailed [redacted] about it on March 4 and my husband left him a message on his answering machine at work on March 11. Their desire to look over [redacted] Toyota's diagnostic test and my repair bill led me to believe that I would receive some compensation for the vehicle, at least the $2,100 for the rear differential as it is part of the drive train.

Remember, this was a vehicle that for the advertised price and condition was not supposed to need mechanical reconditioning. As you can see, it needed a lot of work.Desired Settlement: I would like to be reimbursed AT LEAST for the cost of the rear differential, seeing as it is supposedly covered under a 30 day power train warranty, and anything else that I had to have replaced that would fall under that warranty.

Consumer

Response:

Documents

Consumer

Response:

Dear [redacted],

As of this morning, 3-14-13, [redacted] from Faulkner Subaru has contacted me. When I arrived at work at 6:30 a.m., there was a message from him on my voice mail. He said that he and the president sent it to their Toyota dealership who told them that a lot of the work that my dealership had done on the vehicle was “not necessarily necessary.” They are willing to pay about half of the work for the transmission and rear differential, and were willing to cut me a check for $1,350. I am still not sure if this is fair and would like advice from you as a third party before I contact them.

I just faxed you the itemized bill, bill of sale, and the email through dealer-rater that disclosed the power train warranty that no one at the dealership ever told me about. [redacted] told me over the phone that it was a 30 day warranty. I also included the first cover sheet for when I faxed [redacted] the information. From Feb. 13 until the message this morning, he had not contacted me despite my emailing him on March 4 and the message my husband left on his voice mail on March 11. I finally found the copy of the receipt for the battery which Faulkner does not have, but sent that to you. Originally, I was going to try to limp the battery along as the car was turning over, but when we hit the deep freeze, it wouldn't start after I went to pick it up from it's repairs At [redacted] Toyota. After sitting outside in the cold half the day, it did not have enough juice to turn it over (unlike in the shop where it was 60 degrees) so [redacted] gave me a discount on it and put one in (that's why it isn't on the first big bill, but was on the same day).

Thank you for your help

Consumer

Response:

Dear [redacted],

Faulkner Subaru has come to a successful resolution with me, agreeing to pay for all of the items under warranty, not just half. Thank you for your time in looking over the materials that I sent to you and the time that you have spent on this case.

Sincerely,