[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 Ad***stratively Resolved] Complaint: [redacted] I am rejecting this response because: Although the clutch is the largest known issue with the car, there are many other issues that have not been addressed in Ferrario’s response Other issues include: The tread on the back tires is worn down enough to make the car unsafeI want the tires to be replaced because it makes the car unsafe to drive No inspection sticker (I was told it would come with one) I fear the car will not pass NYS inspection due to the worn down tread on the rear tires I want the car to pass NYS inspection The left and right axle seals are leakingThis is covered under the extended powertrain warranty I purchased, with a $deductible This should also be covered under the mile, day warranty provided by FerrarioFerrario’s sales manager said that they would reimburse me for the deductibleI want that agreement in writing The turbo oil supply line is disattached The turbo oil supply line must function correctly to prevent turbo and engine damage, according to ***The estimated cost of repair is $I would like this replaced I want this repaired at no cost to me Don F [redacted] stated the problem is with the car, and not with Ferrario, or me To a large extent I agree with this statementThe problem is with the car I am not a mechanic, nor is my friend who drove it Therefore there is no way I would know, or have known any issues with the clutch/car, nor should I have to That would be like asking me to diagnose a disease when I am not a doctor The [redacted] dealer told me that the clutch on a [redacted] has a fixed engagement position at the bottom of the clutch pedal travel The [redacted] I purchased had an engagement position at the top, and [redacted] told me that when the engagement is at the top the clutch, the clutch is worn out It is only reasonable to me that a mechanic would have known this, and that an mechanic would have found the other issues stated above prior to sale There is a certain amount of trust one must put into the selling party prior to any purchaseFerrario gained my trust I was told that Ferrario is a 5-Star dealerI was told that the car was without issuesclearly it was notI was told by the sales agent, and it was implied that if anything, and I mean anything, was to go wrong vehicle within days, or miles it would be covered by Ferrario I was told that the car was in great shape only to find out I bought a lemonThis is the true problem Due to the lack of addressing the other issues in my original complaint, I can not respond further Thank you for your time and consideration I hope to hear from you soon Regards, [redacted] ***
I am in receipt of your letter of March 13, concerning this caseThe consumer has chosen to pursue this matter through the Pa Office of Consumer ProtectionWe cannot mediate this simultaneously through two channelsAs you would expect the Attorney General's office takesprecedence, so I must handle it through their channelI am sure you understand.Thank you,Don F
Thank you for forwarding *** ***'s concernsWe have worked on the vehicle several timesIt appears there are two concerns with this vehicle:- Intermittent lack of powerOur staff has driven the vehicle many timesWe were able to reproduce the problem only one time, in one of the
early visits, never sinceA turbo has been replacedAt least three different technicians have been assigned, and multiple non-technical employees have driven the truckWe understand *** ***'s concern, but we are unable to reproduce the problem.- Diesel smell in cabinWe are unable to reproduce this concern.We recognize that when a customer has concerns about a vehicle, sometimes the only way to move forward is a different vehicleAs they say, separate the person from the problemIt is unusual to find a vehicle of this type for sale used at a reasonable price like this oneWe have already offered a tradein credit of the price paid toward another used vehicle, but we have not been able to find a used vehicle that meet's *** ***'s vehicle use and financial goals.We offered to trade up to a brand new vehicleThat would meet *** ***'s vehicle goals, but not his financial goalsI believe *** *** has found those options to be equitable and fair, but that is not the same as affordable.*** *** has purchased vehicles from us beforeWe have every wish to make him a happy customerAt this time we are continuing to work with him to find a trade-out solution.Thank you,
I am pleased to inform you that Ms*** traded to a new vehicle with usThe vehicle that is the subject of her complaint is no longer her problemI believe we are all on good terms with a satisfactory outcomeThank
you,Don Ferrario, Pres
Ferrario Auto Team of Sayre
January 31, 2016Thank you for bringing *** ***'s concerns to our attentionThis is particularly upsetting to us, because as *** *** related, her family has done business with us beforeAs often happens, this comes down to poor communication between two people.The first question is, how did
this happen** ***'s narritive seems correct from her point of view, but there are a few pieces of which she may not be awareWhen Ferrario receives a check it must be depositedWe cannot have an employee decide to return a check because it does not leave an audit trailThe refund process is to wait for the check to clear, then Write a check to the customerThe other related piece is that checks are deposited continuously right within our officeWe have the bank's check scanner, the same as the teller in the bankThe bank may show it as processed on their end the next day, but all checks are scanned within minutes of being received.** *** called that day to advise they decided not to purchase "that car." He did not request a refund of the deposit, and did not say they decided not to purchase from us at allThat led MrB*** to believe the customer was going to return to consider another vehicleThis type of scenario happens regularlyThis is where the poor communication comes inI'm sure *** *** believes he left the impression that the deposit should have been refundedI'm equally sure our manager, MrB***, believed this was still an ongoing discussionThe deposit was refunded some days later when requested.*** ***'s request for reimbursement of her bank fees is a complicated matterFirst and foremost we wish to end this discussion on a good tone, and make it possible for the *** family to feel good about visiting our business in the futureOn the other hand, we can hardly be faulted for cashing a check that a customer gave us, especially as at the time of the overdraft the customer had not yet requested a refundIf it were me as a customer in that situation, I would have requested and made sure the original check was returned or refunded to me, before writing another one.It would be easy to say this is the customer's fault and end the discussion thereThat would mean everyone losesIn the interest of finding a solution that helps everyone we are willing to extend a $credit to the customerThe credit can be used for anything that any Ferrario Dealership offersVehicle purchase, parts, serviceThere are many things we do that are less than $so they don't have to spend additional money to use itThere will be no expiration on the offer, and it can be used at any of our locations in NY and PAOur hope is that ** *** understand this is not a simple and one sided matter, and that We hope that both of us can feel good moving forward.Don F
Thank you for bringing *** ***'s concerns to our attentionWe understand the troubles *** *** has experiencedThe engine concerns are apparently an issue known to the BMW *** manufacturer, and have been by the *** Dealer at no cost to *** ***.The primary area of concern is the
clutchI am not aware of any used car Dealer who provides a warranty on a manual transmission clutchA clutch is a wear item just like brake pads or tiresThe life of the clutch is entirely dependent on the driverAs described in her letter, the car was driven over 1,miles before there was an issue with the clutchOur driver who delivered the car is an experienced person, retired truck driverHe confirms the clutch worked fine when he delivered the carAt delivery both *** *** and her friend drove the vehicle before acceptanceThe friend commented specifically that the clutch was good*** *** drove the car another 1,miles without a clutch issueIt seems fairly clear the clutch was working correctly at the time of delivery.We offered a $refund to *** *** to assist even though the clutch is not a warranty itemWe have not sent the $because at this time the offer has not been acceptedCall it help with the clutch or call it help with other expensesThe offer remains availableThe title for the vehicle was in fact present at deliveryIt has been sent with her other NY DMV paperwork to a third party title company, *** ***I understand it takes about two months for NY to issue a titleThere are no winners hereIt is sometimes difficult to separate the person from the problemThe problem is the vehicle, not us or *** *** *** is out a lot of time and moneyWe have an unhappy customerI believe the $offer was fair under the circumstances
I am pleased to inform you that Ms*** traded to a new vehicle with usThe vehicle that is the subject of her complaint is no longer her problemI believe we are all on good terms with a satisfactory outcome.Thank you,Don Ferrario, Pres Ferrario Auto Team of Sayre
I am in receipt of your letter of March 13, concerning this case. The consumer has chosen to pursue this matter through the Pa Office of Consumer Protection. We cannot mediate this simultaneously through two channels. As you would expect the Attorney General's office takesprecedence, so I must handle it through their channel. I am sure you understand.Thank you,Don F
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Ad[redacted]stratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Although the clutch is the largest known issue with the car, there are many other issues that have not been addressed in Ferrario’s response. Other issues include:
The tread on the back tires is worn down enough to make the car unsafe. I want the tires to be replaced because it makes the car unsafe to drive.
No inspection sticker (I was told it would come with one). I fear the car will not pass NYS inspection due to the worn down tread on the rear tires. I want the car to pass NYS inspection.
The left and right axle seals are leaking. This is covered under the extended powertrain warranty I purchased, with a $100 deductible. This should also be covered under the 3000 mile, 90 day warranty provided by Ferrario. Ferrario’s sales manager said that they would reimburse me for the deductible. I want that agreement in writing.
The turbo oil supply line is disattached. The turbo oil supply line must function correctly to prevent turbo and engine damage, according to [redacted]. The estimated cost of repair is $662. I would like this replaced. I want this repaired at no cost to me.
Don F[redacted] stated the problem is with the car, and not with Ferrario, or me. To a large extent I agree with this statement. The problem is with the car. I am not a mechanic, nor is my friend who drove it. Therefore there is no way I would know, or have known any issues with the clutch/car, nor should I have to. That would be like asking me to diagnose a disease when I am not a doctor. The [redacted] dealer told me that the clutch on a [redacted] has a fixed engagement position at the bottom of the clutch pedal travel. The [redacted] I purchased had an engagement position at the top, and [redacted] told me that when the engagement is at the top the clutch, the clutch is worn out. It is only reasonable to me that a mechanic would have known this, and that an mechanic would have found the other issues stated above prior to sale.
There is a certain amount of trust one must put into the selling party prior to any purchase. Ferrario gained my trust. I was told that Ferrario is a 5-Star dealer. I was told that the car was without issues. clearly it was not. I was told by the sales agent, and it was implied that if anything, and I mean anything, was to go wrong vehicle within 90 days, or 3000 miles it would be covered by Ferrario. I was told that the car was in great shape only to find out I bought a lemon. This is the true problem.
Due to the lack of addressing the other issues in my original complaint, I can not respond further. Thank you for your time and consideration. I hope to hear from you soon.
Regards,
[redacted]
[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 Ad***stratively Resolved] Complaint: [redacted] I am rejecting this response because: Although the clutch is the largest known issue with the car, there are many other issues that have not been addressed in Ferrario’s response Other issues include: The tread on the back tires is worn down enough to make the car unsafeI want the tires to be replaced because it makes the car unsafe to drive No inspection sticker (I was told it would come with one) I fear the car will not pass NYS inspection due to the worn down tread on the rear tires I want the car to pass NYS inspection The left and right axle seals are leakingThis is covered under the extended powertrain warranty I purchased, with a $deductible This should also be covered under the mile, day warranty provided by FerrarioFerrario’s sales manager said that they would reimburse me for the deductibleI want that agreement in writing The turbo oil supply line is disattached The turbo oil supply line must function correctly to prevent turbo and engine damage, according to ***The estimated cost of repair is $I would like this replaced I want this repaired at no cost to me Don F [redacted] stated the problem is with the car, and not with Ferrario, or me To a large extent I agree with this statementThe problem is with the car I am not a mechanic, nor is my friend who drove it Therefore there is no way I would know, or have known any issues with the clutch/car, nor should I have to That would be like asking me to diagnose a disease when I am not a doctor The [redacted] dealer told me that the clutch on a [redacted] has a fixed engagement position at the bottom of the clutch pedal travel The [redacted] I purchased had an engagement position at the top, and [redacted] told me that when the engagement is at the top the clutch, the clutch is worn out It is only reasonable to me that a mechanic would have known this, and that an mechanic would have found the other issues stated above prior to sale There is a certain amount of trust one must put into the selling party prior to any purchaseFerrario gained my trust I was told that Ferrario is a 5-Star dealerI was told that the car was without issuesclearly it was notI was told by the sales agent, and it was implied that if anything, and I mean anything, was to go wrong vehicle within days, or miles it would be covered by Ferrario I was told that the car was in great shape only to find out I bought a lemonThis is the true problem Due to the lack of addressing the other issues in my original complaint, I can not respond further Thank you for your time and consideration I hope to hear from you soon Regards, [redacted] ***
I am in receipt of your letter of March 13, concerning this caseThe consumer has chosen to pursue this matter through the Pa Office of Consumer ProtectionWe cannot mediate this simultaneously through two channelsAs you would expect the Attorney General's office takesprecedence, so I must handle it through their channelI am sure you understand.Thank you,Don F
Thank you for forwarding *** ***'s concernsWe have worked on the vehicle several timesIt appears there are two concerns with this vehicle:- Intermittent lack of powerOur staff has driven the vehicle many timesWe were able to reproduce the problem only one time, in one of the
early visits, never sinceA turbo has been replacedAt least three different technicians have been assigned, and multiple non-technical employees have driven the truckWe understand *** ***'s concern, but we are unable to reproduce the problem.- Diesel smell in cabinWe are unable to reproduce this concern.We recognize that when a customer has concerns about a vehicle, sometimes the only way to move forward is a different vehicleAs they say, separate the person from the problemIt is unusual to find a vehicle of this type for sale used at a reasonable price like this oneWe have already offered a tradein credit of the price paid toward another used vehicle, but we have not been able to find a used vehicle that meet's *** ***'s vehicle use and financial goals.We offered to trade up to a brand new vehicleThat would meet *** ***'s vehicle goals, but not his financial goalsI believe *** *** has found those options to be equitable and fair, but that is not the same as affordable.*** *** has purchased vehicles from us beforeWe have every wish to make him a happy customerAt this time we are continuing to work with him to find a trade-out solution.Thank you,
We satisfied the customer with the repair of her vehicleHer car is fixed and she was compensated for her issuesThank youDoug JOperations Manager
I am pleased to inform you that Ms*** traded to a new vehicle with usThe vehicle that is the subject of her complaint is no longer her problemI believe we are all on good terms with a satisfactory outcomeThank
you,Don Ferrario, Pres
Ferrario Auto Team of Sayre
January 31, 2016Thank you for bringing *** ***'s concerns to our attentionThis is particularly upsetting to us, because as *** *** related, her family has done business with us beforeAs often happens, this comes down to poor communication between two people.The first question is, how did
this happen** ***'s narritive seems correct from her point of view, but there are a few pieces of which she may not be awareWhen Ferrario receives a check it must be depositedWe cannot have an employee decide to return a check because it does not leave an audit trailThe refund process is to wait for the check to clear, then Write a check to the customerThe other related piece is that checks are deposited continuously right within our officeWe have the bank's check scanner, the same as the teller in the bankThe bank may show it as processed on their end the next day, but all checks are scanned within minutes of being received.** *** called that day to advise they decided not to purchase "that car." He did not request a refund of the deposit, and did not say they decided not to purchase from us at allThat led MrB*** to believe the customer was going to return to consider another vehicleThis type of scenario happens regularlyThis is where the poor communication comes inI'm sure *** *** believes he left the impression that the deposit should have been refundedI'm equally sure our manager, MrB***, believed this was still an ongoing discussionThe deposit was refunded some days later when requested.*** ***'s request for reimbursement of her bank fees is a complicated matterFirst and foremost we wish to end this discussion on a good tone, and make it possible for the *** family to feel good about visiting our business in the futureOn the other hand, we can hardly be faulted for cashing a check that a customer gave us, especially as at the time of the overdraft the customer had not yet requested a refundIf it were me as a customer in that situation, I would have requested and made sure the original check was returned or refunded to me, before writing another one.It would be easy to say this is the customer's fault and end the discussion thereThat would mean everyone losesIn the interest of finding a solution that helps everyone we are willing to extend a $credit to the customerThe credit can be used for anything that any Ferrario Dealership offersVehicle purchase, parts, serviceThere are many things we do that are less than $so they don't have to spend additional money to use itThere will be no expiration on the offer, and it can be used at any of our locations in NY and PAOur hope is that ** *** understand this is not a simple and one sided matter, and that We hope that both of us can feel good moving forward.Don F
Thank you for bringing *** ***'s concerns to our attentionWe understand the troubles *** *** has experiencedThe engine concerns are apparently an issue known to the BMW *** manufacturer, and have been by the *** Dealer at no cost to *** ***.The primary area of concern is the
clutchI am not aware of any used car Dealer who provides a warranty on a manual transmission clutchA clutch is a wear item just like brake pads or tiresThe life of the clutch is entirely dependent on the driverAs described in her letter, the car was driven over 1,miles before there was an issue with the clutchOur driver who delivered the car is an experienced person, retired truck driverHe confirms the clutch worked fine when he delivered the carAt delivery both *** *** and her friend drove the vehicle before acceptanceThe friend commented specifically that the clutch was good*** *** drove the car another 1,miles without a clutch issueIt seems fairly clear the clutch was working correctly at the time of delivery.We offered a $refund to *** *** to assist even though the clutch is not a warranty itemWe have not sent the $because at this time the offer has not been acceptedCall it help with the clutch or call it help with other expensesThe offer remains availableThe title for the vehicle was in fact present at deliveryIt has been sent with her other NY DMV paperwork to a third party title company, *** ***I understand it takes about two months for NY to issue a titleThere are no winners hereIt is sometimes difficult to separate the person from the problemThe problem is the vehicle, not us or *** *** *** is out a lot of time and moneyWe have an unhappy customerI believe the $offer was fair under the circumstances
I am pleased to inform you that Ms*** traded to a new vehicle with usThe vehicle that is the subject of her complaint is no longer her problemI believe we are all on good terms with a satisfactory outcome.Thank you,Don Ferrario, Pres Ferrario Auto Team of Sayre
I am in receipt of your letter of March 13, concerning this case. The consumer has chosen to pursue this matter through the Pa Office of Consumer Protection. We cannot mediate this simultaneously through two channels. As you would expect the Attorney General's office takesprecedence, so I must handle it through their channel. I am sure you understand.Thank you,Don F
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Ad[redacted]stratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Although the clutch is the largest known issue with the car, there are many other issues that have not been addressed in Ferrario’s response. Other issues include:
The tread on the back tires is worn down enough to make the car unsafe. I want the tires to be replaced because it makes the car unsafe to drive.
No inspection sticker (I was told it would come with one). I fear the car will not pass NYS inspection due to the worn down tread on the rear tires. I want the car to pass NYS inspection.
The left and right axle seals are leaking. This is covered under the extended powertrain warranty I purchased, with a $100 deductible. This should also be covered under the 3000 mile, 90 day warranty provided by Ferrario. Ferrario’s sales manager said that they would reimburse me for the deductible. I want that agreement in writing.
The turbo oil supply line is disattached. The turbo oil supply line must function correctly to prevent turbo and engine damage, according to [redacted]. The estimated cost of repair is $662. I would like this replaced. I want this repaired at no cost to me.
Don F[redacted] stated the problem is with the car, and not with Ferrario, or me. To a large extent I agree with this statement. The problem is with the car. I am not a mechanic, nor is my friend who drove it. Therefore there is no way I would know, or have known any issues with the clutch/car, nor should I have to. That would be like asking me to diagnose a disease when I am not a doctor. The [redacted] dealer told me that the clutch on a [redacted] has a fixed engagement position at the bottom of the clutch pedal travel. The [redacted] I purchased had an engagement position at the top, and [redacted] told me that when the engagement is at the top the clutch, the clutch is worn out. It is only reasonable to me that a mechanic would have known this, and that an mechanic would have found the other issues stated above prior to sale.
There is a certain amount of trust one must put into the selling party prior to any purchase. Ferrario gained my trust. I was told that Ferrario is a 5-Star dealer. I was told that the car was without issues. clearly it was not. I was told by the sales agent, and it was implied that if anything, and I mean anything, was to go wrong vehicle within 90 days, or 3000 miles it would be covered by Ferrario. I was told that the car was in great shape only to find out I bought a lemon. This is the true problem.
Due to the lack of addressing the other issues in my original complaint, I can not respond further. Thank you for your time and consideration. I hope to hear from you soon.
Regards,
[redacted]