Faulkner West Chester

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Complaint: ***
I am rejecting this response because:
MrS*** is not being truthful in his explanation of how the handling of this case occurredI was not informed by him as to when he would arrange the tow to pick up the vehicleOn Thursday June 4th I asked him specifically "when should I expect the tow to pick up the truck?" He replied "I don't know, I'll let you know." That was the last time I had spoken to anyone from the dealershipOn Friday June 5th I received the phone call from the tow truck driver saying he was at my home to pick up the vehicleAs I previously explained, I was away for the weekend & had not been given a conformation for a towIt was only after Mr S*** had insulted & argued with me that he agreed to have the vehicle towed but didn't confirm a time & dateThe entire transaction of this vehicle purchase has been filled with fabrication & promisesHis statement of there not being anything wrong with the vehicle is absurd due to the fact that I scanned & emailed the estimate paperwork from *** directly to the used vehicle manager Hugh G*** as I was requested to doThis dealership is not willing to stand behind a faulty vehicle as promised & I won't settle for letting another consumer make a mistake of trusting this dealership that refuses to acknowledge customer satisfactionI invite you to contact *** *** @ ###-###-#### (***) & inquire about case # *** to verify my accounts in this matterThe dealership was all to happy to cash my check in the amount of $11,on Monday May 4th but I did not receive the proper paperwork from them until Thursday May 14th so that I may legally register, tag & inspect here in NJI will provide copies of all receipts for both estimates & repair of the vehicle if Mr S*** continues to deny that there was a problem with the vehicleI do understand that I purchased the vehicle "as is" but would not have done so if the salesman Tom D*** had been honest in how the dealership would stand behind the vehicle's drive-trainThis dealership is misleading their customers in the actual amount of satisfaction they should expect after a vehicle is purchasedI specifically inquired about a warranty or extended service plan I could purchase times & was told "Don't worry, we have been here a long time & we aren't horrible peopleIf you have a problem with the truck we will stand behind it." Mr D*** should not make promises his dealership refuses to acknowledge.
Regards,
Stanley Rzepski

[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:
I purchased this vehicle because the dealership promised to stand behind the drive-train & nothing could be farther from the truthI called & emailed numerous times only to be disrespected & put off each timeThe vehicle was indeed available from when I 1st reported the issue & they made no attempt to satisfy their promise until I was out of town for the weekendThis dealership has serious issues if the can not even arrange a simple tow & confirm with the customer I had no choice but to have the vehicle repaired at another facility that proved to be competent as I had lost all confidence in this failed dealershipI do not accept the lies Mike S*** is telling on behalf of his misguided salesman Tom D***This is a simple case of fraud on their behalf
Regards,
*** ***

This customer purchased a vehicle with the full understanding that it was sold "as is".  Not only that he signed two documents with the understanding that the vehicle was being sold "as is".  He made a call to our dealership telling the salesperson that there is something wrong with the...

transmission in the truck.  That was then escalated to the used car manager who called the customer.  The used car manager asked for the customer to let us look at the car.  The customer refused to bring it to us.  He wanted us to pay an estimate to fix a transmission that he claims did not function properly.  At this point it was escalated to myself, the general manager of the store.  I called the customer and told him I would pay to have the vehicle towed to our dealership at our expense and diagnosis what was wrong with the transmission.  The customer agreed and I told him the tow truck would be at his home the next day.  I asked him to put the keys in the gas lid door and the tow truck would bring the vehicle back to us to let us look at the transmission.  Whent the tow truck driver arrived there were no keys in the gas lid door so he cpould not pick up the truck.  We still had to pay the tow truck driver for his time and miles to go over 100 miles round trip.  The customer was contacted by the tow truck driver and stated he didn't leave the keys and not to take the truck.  It was at this point that we never heard from this customer again.  I am of the firm belief that there was never anything wrong with this customers vehicle and we made every attempt to rectify the situation only to be shut down by the customer.  We never had an opportunity to look at the transmission or diagnosis what was wrong with it.  Any more questions please feel free to contact me.
Mike S[redacted]

This message is to the Revdex.com.  I am not offering any settlement to this customer because he refused to let me diagnosis what is wrong the vehicle.  Please see my other responses that shed more light on the situation.  
Mike S[redacted]

February 9, 2015
GMC Customer Assistance Center
P.O. Box 33172
Detroit, MI **SSN**
Dear Sir or Madam,
I am writing regarding our purchase of a 2015 GMC Terrain at Faulkner Buick GMC in West Chester, PA on Saturday, February 7, 2015. I am incredibly angry about several matters. While the staff was very pleasant at the outset, our car-buying experience ended up being another example of car dealers being untrustworthy.
First, three separate times, inaccurate numbers were used during our attempt to purchase the vehicle. To begin, the starting number used in the price of the vehicle was not the one offered on the website. That data should be accurate. The numbers, then, needed to be refigured. Following that, we had a $500 incentive from General Motors that was not accurately figured into the paperwork and needed to be corrected. When we made our way to start signing papers, that same error showed up again, and the papers had to be reprinted. At this point, my husband was very frustrated and pointed out that this was not acceptable and left the room. This point will be relevant shortly.
During the paper signing, we rejected the extended warranty. Ms. H[redacted] went and got Ms. G[redacted] who went over the extended warranty again and offered us the employee pricing. After explaining repeatedly that it was not the cost, but that we were simply not interested, she left. If someone says they don’t want something, why does the conversation continue as though the person must not actually understand? If the “employee price” is available, why isn’t it offered first?
Upon finally having the correct papers drawn up and signed, we entered our vehicle and the salesman, Mr. D[redacted], explained the navigation system/stereo, etc. The navigation map was not moving in real time at this point and when he tried to set up the On-Star feature it would not connect. His explanation was that On-Star must be busy and that we should try again later. Not knowing any better, we didn’t question it.
After being shown the service area, we were prepared to drive away when the General Manager, Mike S[redacted], approached the car and asked my husband if he could apologize to Ms. H[redacted] because she was upset. My husband agreed that he would reiterate it wasn’t her fault for the errors. Arriving inside, Mr. S[redacted] accused my husband of calling Ms. H[redacted] an “it”. I was the only one in the room with them and he most definitely did no such thing. The GM continued to be argumentative until the point that my husband said we were leaving.
The next day, we found the navigation screen to be reading the same as it did the day before, with a location in Canada, and the On-Star feature not working. After calling On-Star, they said we would need to contact the dealer. At the dealership today, the service person described the navigation screen as being “frozen”. My problem here is that the salesperson knowingly let us drive away with a car that was not working properly. The car is now in the shop, two days after purchase, to be repaired and I am driving a rental car after having purchased a brand-new vehicle.
I am appalled that after pointing out the three errors in calculation that Mr. S[redacted] did not seem to think this was a major problem and the GM was insulted that we pointed out that apparently the process of basic math is a problem at Faulkner. I am irate that the GM insulted my husband with inaccurate accusations. I am furious that I have a brand-new car that is in the shop.
Overall, my car-buying experience was unacceptable. Our most recent two vehicles have been Chevys and we are long-time GM Card holders, which makes this all the worse. I will make a point to tell everyone I know to not come to this dealership. Their performance continues to perpetuate society’s belief that car dealers are untrustworthy, but they’ve made it even worse by adding to their reputation an ability to insult someone who just spent thousands of dollars of hard-earned money. I cannot to an accurate degree even come close to expressing my disappointment over this matter.
cc: Mr. Mike S[redacted], General Manager, Faulkner Buick GMC

Review: [redacted] - Seller

Purchased date 2/26 Chevy Pickup

Inspection out March 2013 and apparently it failed inspection when Faulkner had it done. Now they are refusing to fix to have inspection done (so it passes) and saying that WE should have noticed the stickers! They gave us the phone number of previous owner of vehicle and according to him parts were removed from the time he traded in till we bought it. My husband has been looking years for this type of vehicle and was really excited to have found one and afford it. Only to have the WORST dealership experience EVER from Faulkner. I DO NOT and WILL NOT recommend ANYONE to this pushy, shady dealership!Desired Settlement: We would like vehicle inspected w/ current inspection and any and ALL parts that came w/ the vehicle.

Business

Response:

See Attachment:

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:

[redacted] did NOT have the vehicle scheduled. He said we could come down that Saturday afternoon and "if" they had time the emissions would be re-run. Again, NO time was set or confirmed with me. We had even offered to drop off the vehicle during the week so when time a lotted the test could be re-run and I would not need to miss work and again, and were deterred from doing so.

We are now w/ a vehicle w/ a failed emissions and a week ago yesterday the transmission went while I was out of town and had to be towed to a shop. With only 10 miles past the 1,000 or 30 day warranty.

All that being said. The shop the vehicle is at now, has torn down the transmission is stating the vehicle has failed emissions due to catalytic ineffiency and 02 sensors NOT reading. With further inspection at the garage they found the truck has NO catalytic converters on the truck. What is on the truck is hollow dummies made to look as those there are catalyic converters.

Between getting the vehicle ready to pass emissions and to fix the tranny is already looking at a cost upwards of $4000. And we haven't even paid the 1st payment on this vehicle, which is not due until Aprill 11th. So [redacted], I would like to know how a business regardless of how many years they have been in business. Can sell a vehicle w/ so many issues and then just simply wash their hands of the customer after knowing what they have just done. Sounds a little 'unethical' to me.

Please be advised we have also contacted an attorney.

Regards,

Review: Hi, see copy of the last email I send to Faulkner Buick of west Chester, PA, hoping to get my refund back $1600 from a warranty, and I am paying interest for that money and so far nobody is showing responsibility for this refund and I need that money to pay my lender.

Hi, [redacted], how long do I have to wait for this? Why you guys are giving me hard time with my money, that you guys already have ?

May be is not your fault and I apologize if that's the case, but unfortunately you are the only person contact I have for this matter and do you remember how nice you were when I signed the contract for 20 k to buy the car,? I did all my payments on time and this is how you guys pay back to the loyalty of the customer?

I am so disappointed [redacted], I am sorry, but it has been almost 4 months now and I NEED that money.

I REALLY APPRECIATE ANYTHING YOU CAN DO FOR ME.

Sincerely,Desired Settlement: and 18 % interest that I already pay for that amount every month.

February 9, 2015
GMC Customer Assistance Center
P.O. Box 33172
Detroit, MI **SSN**
Dear Sir or Madam,
I am writing regarding our purchase of a 2015 GMC Terrain at Faulkner Buick GMC in West Chester, PA on Saturday, February 7, 2015. I am incredibly angry about several matters. While the staff was very pleasant at the outset, our car-buying experience ended up being another example of car dealers being untrustworthy.
First, three separate times, inaccurate numbers were used during our attempt to purchase the vehicle. To begin, the starting number used in the price of the vehicle was not the one offered on the website. That data should be accurate. The numbers, then, needed to be refigured. Following that, we had a $500 incentive from General Motors that was not accurately figured into the paperwork and needed to be corrected. When we made our way to start signing papers, that same error showed up again, and the papers had to be reprinted. At this point, my husband was very frustrated and pointed out that this was not acceptable and left the room. This point will be relevant shortly.
During the paper signing, we rejected the extended warranty. Ms. H[redacted] went and got Ms. G[redacted] who went over the extended warranty again and offered us the employee pricing. After explaining repeatedly that it was not the cost, but that we were simply not interested, she left. If someone says they don’t want something, why does the conversation continue as though the person must not actually understand? If the “employee price” is available, why isn’t it offered first?
Upon finally having the correct papers drawn up and signed, we entered our vehicle and the salesman, Mr. D[redacted], explained the navigation system/stereo, etc. The navigation map was not moving in real time at this point and when he tried to set up the On-Star feature it would not connect. His explanation was that On-Star must be busy and that we should try again later. Not knowing any better, we didn’t question it.
After being shown the service area, we were prepared to drive away when the General Manager, Mike S[redacted], approached the car and asked my husband if he could apologize to Ms. H[redacted] because she was upset. My husband agreed that he would reiterate it wasn’t her fault for the errors. Arriving inside, Mr. S[redacted] accused my husband of calling Ms. H[redacted] an “it”. I was the only one in the room with them and he most definitely did no such thing. The GM continued to be argumentative until the point that my husband said we were leaving.
The next day, we found the navigation screen to be reading the same as it did the day before, with a location in Canada, and the On-Star feature not working. After calling On-Star, they said we would need to contact the dealer. At the dealership today, the service person described the navigation screen as being “frozen”. My problem here is that the salesperson knowingly let us drive away with a car that was not working properly. The car is now in the shop, two days after purchase, to be repaired and I am driving a rental car after having purchased a brand-new vehicle.
I am appalled that after pointing out the three errors in calculation that Mr. S[redacted] did not seem to think this was a major problem and the GM was insulted that we pointed out that apparently the process of basic math is a problem at Faulkner. I am irate that the GM insulted my husband with inaccurate accusations. I am furious that I have a brand-new car that is in the shop.
Overall, my car-buying experience was unacceptable. Our most recent two vehicles have been Chevys and we are long-time GM Card holders, which makes this all the worse. I will make a point to tell everyone I know to not come to this dealership. Their performance continues to perpetuate society’s belief that car dealers are untrustworthy, but they’ve made it even worse by adding to their reputation an ability to insult someone who just spent thousands of dollars of hard-earned money. I cannot to an accurate degree even come close to expressing my disappointment over this matter.
cc: Mr. Mike S[redacted], General Manager, Faulkner Buick GMC