Fiore Toyota Volkswagen Audi

In regards to the above mentioned case, Mr. [redacted] did bring in his 2014 Jeep VIN[redacted] in for a state safety and emissions inspection. Technician testdrove vehicle, during which is when it was found after removing hands from steeringwheel the vehicle pulls into the other lane within 5...

seconds. As describe in the PA Safety& Emission Inspection Manual, subchapter E section F (4), attached, this is a rejectableitem.Mr. [redacted] was charged $19.99 pass or fail or the state inspection test, which weperformed and he failed. He also was charged $27.99 for the state emission testing,which we did perform and he passed. Mr. [redacted]’s decision was to not have thealignment checked to see if that was the failure for the pull, we did recommend this tohim but he rejected. We did not determine his vehicle could be out of alignment bylooking at his tires, this was determined during the road test, which is a requirement forthe state inspection. This is when the determination of the pull was determined. Thecause is still unknown, as customer declined any further services.We are not trying to force unnecessary repairs to the customer. Mr. [redacted] does bringanother vehicle in to us for service and knows this isn’t the way we practice business.We simply inform the customer of items that would fail vehicle for state inspection asmandated by the above mentioned manual and ultimately, it’s up to the customer tochoose to repair their vehicle.Should you have any questions or concerns, please don’t hesitate to contact me.Sincerely,Missy N[redacted]Service Manager

I am writing to you in response to the above complaint. The Complainant correctly states shewas shopping for a pre-owned vehicle at our location and that we offer a Lifetime Warranty onsome of our pre-owned vehicles. However, we do not offer it on all pre-owned vehicles. Thecriteria for a pre-owned...

vehicle to qualify for the extended warranty is, Asian & Domesticmanufactures no older than 4 model years and has less than 50,000 miles on it. The pre-ownedvehicle she chose didn’t qualify for the Lifetime Warranty because of its age and mileage. Wetake any complaint seriously. While we understand the concern of the customer, we have spokento the parties who were involved in the transaction. They deny telling the customer that particularvehicle came with a lifetime warranty. Fiore Toyota Volkswagen Audi did not engage in anywrongdoing, and followed sales practices as approved under its license by the Commonwealth ofPA. If you have any questions, I can be reached at ###-###-####, ext, [redacted].Sincerely,Kent M[redacted]Sales ManagerFiore Toyota VW Audi

Salesman gave me his word that he wouldn't sell a car out from under me while I drove to the dealership to purchase it. We had email and telephone conversations confirming selling price and that he "will remove it from the car lot until you arrive." He sold it to someone while I was at the dealership looking at the vehicle because they were "paying cash" and "he's paying $2,000 more then we agreed on." Never offered to try to make the situation right.

Review: I purchased a Toyota Rav4 on April 2, 2016 from Fiore Toyota in Holidaysburg, PA. Our salesperson was James E[redacted], working with the sales manage Jack W[redacted]. When we test drove the vehicle, I told James I wanted a vehicle that carried a 5 star safety rating in all categories. He assured me the 2014 RAV4 had a superior 5 star rating in all safety testing categories. I asked him if there were any recalls, and he stated "NO". We negotiated a deal using my Toyota 2009 Camry as a trade in toward the purchase price of the RAV4 vehicle. The RAV4s tires were at approximately 50%, and sales manager Jack W[redacted] agreed to allow us to purchase new tires at cost to the dealership with free mounting and balancing. He wrote that on the bill of sale. I completed the paperwork to purchase the vehicle. I took the paper work to Jack W[redacted] for his statement to purchase tires at cost with free mounting and balancing, he changed his mind, stating he would not mount and balance them for free, we would have to pay. At this point, all the paperwork had been done. He signed a statement on the bill of sale stating the purchase of tires with NO FREE MOUNTING AND BALANCING. While I was completing the paperwork, the vehicle was cleaned inside, (near closing time). When the vehicle was brought around to us, it had a dent in the drivers side rear fender that was not there prior to them taking it to be cleaned. I immediately brought it to James E[redacted] attention, and he assumed responsibility and stated they would repair the dent at no cost to us at my workplace (since it was a 2+ hour drive to dealership) by [redacted]. He wrote this on the bill of sale as well. I left the dealership with the RAV4 with an uneasy feeling of how the deal took place. When I returned home, I found there were 3 recalls on the vehicle, (James stated there were none), and the vehicle had a POOR safety rating from the Insurance Institute for Highway Safety small overlap front end crash, that could result in lower leg/foot injuries. Restraint and dummy kinematics carried a moderate safety rating, all of which was not disclosed when asked. I called Jack the following day, explaining I was not comfortable with the information, and he agreed to take the vehicle back and return my 2009 Camry to me. I stated I would return the vehicle on Monday evening. He called Monday afternoon, and stated that I would not be able to return the vehicle, but I could trade it in for the full value of what I paid $19,480.00. I agreed to look at a new 2016 Camry. The internet price of the new Camry was $ 24,673.00 (Vin #[redacted]). James said OK. After talking with the Sales Manager Jack W[redacted], the dealership decided to charge us the price of $27,864.00, even though the price of the car on their website was $24,763.00. James stated that is the decision they made, as there was nothing else they could do. We made repeated phone calls and text messages to James E[redacted], Jack W[redacted], Bill W[redacted], and were repeatedly ignored. I believe that we were treated unfairly in that the safety rating was not fully disclosed, the switch in the free mount and balance to a charge for the service, the fact that they will not sell us the vehicle for the price listed on their website and they dent in the vehicle after cleaning that they agreed to fix but have not honored. I am writing to you for intervention, and bring this situation a resolution. I can be contacted at ###-###-#### or ###-###-#### (work).

My eyeglasses (2 pair) were left in the old car, when I called James on April 4 to tell him I was on my way out to get them, he stated no need to come all the way out to Hoildaysburg, he would send them priority mail. on a follow up call to James on April 11 he stated he sent them by priority mail with USPS on Thursday, April 7, and he would text me the tracking number. James never sent the tracking number and no one from Toyota will return my call with the information.Desired Settlement: I want Fiore Toyota to reimburse me for the total cost of the dent repair of the 2014 Toyota Rav4 as promised

I want both pairs of eyeglasses returned, they are prescription and very costly.

Business

Response:

l am writing in response to you inquiry #[redacted], dated April 13, 2016. We did indeed sell a 2014 Toyota Rav4 to this customer as indicated, trading a 2009 Toyota Camry. During our discussions about this car safety was brought up in general terms, but not that she would only buy a car with “5 star safety ratings in every category”. In fact, I believe that there hasn’t been a single SUV by any manufacturer receive 5 star ratings in every category since the testing changed for the 2011 model year. The claim ofthis previous discussion came up after the customer had buyers remorse over the purchase decision, and after we declined to cancel the deal. The other issues at the time of the sale were addressed right then and haven’t changed. Tires were agreed to as discussed and detailed clearly on the buyers order that mounting and balancing were not included at no charge. There were no issues or open recalls on this Rav4 as indicated on the attached Carfax report or within the Toyota service system Arrangements were made for repair ofthe dent by a provider located near the customer, due to the distance. According to an email received from the customer today, the provider was unable to repair the dent on site. I am advising the customer to get two local estimates for repair near their home. If the estimates do not seem reasonable we will make other arrangements to take care of this issue. The customer’s glasses were mailed directly to the home address, but we didn’t think it necessary to request signature verification of receipt. Regarding the internet sale price of the new Camry detailed in the customer’s letter, this is the correct posted price which includes a $1500 Toyota rebate. The salesperson has understandably excluded themselves from dealing with this customer due to the extreme number of calls and texts to his personal cell phone, including multiple calls on a Sunday starting at 6:19 AM. Fiore Toyota has an excellent reputation built on years of exemplary customer service. Our current rating with the Revdex.com is A .and before this contact we have had no Revdex.com complaints for any department of our Toyota VW and Audi dealerships since September of 2013. Sincerely, Sales Manager Fiore Toyota VW Audi

Review: One complaint is with the vehicle. We purchased a pre-owned 2007 [redacted] at Fiore in fall 2012. Since then we have had to take it for repairs 3 times. To their credit, Fiore reimbursed us for a battery that we needed shortly after purchasing the car. But the car should not have been sold to us in a condition where a new battery was required within a few of weeks after getting it in the first place. Because of the number of repairs and the poor service that will be described next, we no longer feel like our car is reliable.The other complaint is with their customer service. We took the car to Fiore in May for repair. We were told it would be fixed in a couple days, then the next day, then 2 weeks, then 3 weeks, then definitely the next day. When we went to pick it up that day no attempts had been made to fix it. The whole saga, which included almost daily phone calls to someone with whom we nearly always needed to leave voicemails, lasted over 2 weeks before we finally got our car back.On top of this, they made us pay for the repair even though the car was displaying the same symptoms as when we took it there for repairs in the fall when it was covered by their 3-month warranty. Following this ordeal, we sent a letter voicing our displeasure to Toyota headquarters, and copies of this letter were sent to Fiore as well. The service manager contacted us to apologize and ask what might make us feel satisfied. We left a message to respond, but haven't heard from Fiore since. Toyota reached out to us. They gave Fiore a deadline of 3 days to get in touch with us. Fiore failed to do so. Toyota then gave the sales manager 2 days to reach us. Again, the deadline passed and we heard nothing from Fiore. Further evidence of poor communication and lack of respect.I have never been treated like this by any business. I feel totally devalued and disrespected as a customer. It's like they got our money and their brief warranty period is over, so now we mean nothing to them.Desired Settlement: We do not feel that this car is reliable. Because of the frequent problems with it and the poor treatment from Fiore, we do not trust their work or service.We are requesting that we be able to return the CR-V and that all of the money that we have put into the car, including the down payment, monthly payments, and the cost of the repair be refunded to us.

Business

Response:

With regards to this customer complaint, customer did purchase a 2007 [redacted] from our dealership October 2, 2012. He did have vehicle brought in for a no start condition November 7, 2012. We found his battery to be faulty at that time. The battery wasn’t covered under any warranty for the vehicle; however, our Used Car Department did take care of this expense for customer satisfaction as he did recently purchase the vehicle. At that time matter was resolved.

Seven months later, May 13, 2013, Mr. [redacted] did have his 2007 Honda CRV brought in for a no start, hard to jump start concern. We found alternator to be faulty, customer did purchase an extended warranty when he purchased the vehicle. We did repairs in coordinate with the agreement he purchased during time of purchasing the vehicle. Mr. [redacted] does have a deductible for repairs, as noted in the agreements he signed during purchase, therefore was charged $50.00 deductible. We do admit and regret that we did have miscommunication with Mr. [redacted] regarding the wait time to take a look at the vehicle and during the repair of the alternator to the customer. We do have a full schedule and had an overload of work. We should have made it clear to Mr. [redacted] when his vehicle would go into shop for diagnosis then again for repair. We told him it * would be a few days when reality was several days. Mr. [redacted] vehicle was completed, called and picked up May 28, 2013. Again, we do apologize and regret for the miscommunication.In the interest of customer satisfaction, we will reimburse Mr-. [redacted] the $50.00 deductible he occurred during this time. Again, we do regret the miscommunication on our part during this time. Fiore Toyota is firmly committed to customer satisfaction, as evidenced by the excellent reputation we have earned over the years.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

One of the reasons I filed the complaint was because of Fiore's poor communication. I appreciate their willingness to acknowledge and apologize for their mishandling of providing service for our vehicle. And I appreciate that they're going to refund our $50 deductible as a gesture of good will. However, in their response, they did not address why they did not return my phone call in regard to my initial letter and why they did not contact me to resolve the issues when Toyota headquarters was urging them to do so. Why did they ignore me for so long? If Fiore was truly "firmly committed to customer satisfaction", they would have made efforts to make things right immediately when everything happened. Instead, I had to take the time to ask for help from the Revdex.com before Fiore would consider my concerns.

The other reason I filed the complaint was because of the questionable quality of the vehicle itself. Fiore did not discuss this at all in their response. I do not accept the notion that buying a pre-owned vehicle is a gamble. At a dealership that is supposed to be reputable, one should be able to feel confident that they're purchasing something that they can rely on. At this point, after all that has transpired, returning the vehicle and being refunded all of the money that's been put into it seems fair. However, if Fiore is not willing to do this, they should do something that shows that they believe in the quality of the products that they're selling. They could offer to pay for the remainder of our extended warranty, and/or offer to pay for any further $50 deductibles that I might incur while the car is under the extended warranty. Both or either of these gestures would show that Fiore is willing to stand behind their vehicles.

Regards,

Review: I purchased my 2006 Volkswagen Jetta in 2009. The salesman had offered me an extended warranty on electrical parts of the vehicle to be covered for 10 yrs./100,000 miles. The warranty was an additional $1974.00 to the $15954.14 I had purchased the car for. With tax and interest after a six year payment plan my grand total I will be paying is $20827.36. I felt confident spending that money on a reliable brand with a warranty to back it up. The vehicle had only 35,438 miles on it, and as of this day has 60,000 miles. I decided to go with Volkswagen due to the reputation of the brand. I went a step further by purchasing a warranty that was explained to me as peace of mind for a long term investment. Four years had gone by without a need to replace anything electrical until recently. I had a defective wire harness in my driver's side door. I made an appointment and asked the service department to also fix an emissions issue I had with the vehicle. I told them I had warranty coverage and it was then that I was informed that my warranty had expired a few months earlier. I told them that I had purchased a 10 yr/100,000 mile warranty on all electrical parts. They said "you bought a 4 yr/100,000 mile warranty". I presented all of the paperwork I had (which show no information other than the cost of the warranty)and asked them to show me their paperwork, hoping to see a CLEARLY DEFINED WARRANTY I had purchased. The finance department head looked for my paperwork and told me " I HAVE NOTHING ON YOU". I asked, "isn't it possible that the man who sold me the car may have told me I was getting ONE thing and sold me ANOTHER"? He shrugged his shoulders...The salesman no longer works there and I HAVE YET to be shown proof of the warranty I purchased. They told me that they once had such a warranty for the 2004-2005 models and that maybe that is where the salesman had gotten the warranty he offered me. They gave me a 30% discount on parts, which saved me a whopping $121.74 with $609.50 left to pay.Desired Settlement: The salesman offered me a warranty of 10 years. Four years later it had expired. I explained to them I would not have purchased a warranty for 4 years when I am paying on the car for 6. If I felt the need to purchase an additional four year warranty on a $16,000 car with 35,000 miles on it I would have reconsidered the brand I was buying. I asked for proof of what I had purchased, I said "show me what I bought, signed on paper and I will have no argument". I want my money back for the warranty.

Business

Response:

See attached File

To whom it may concern,

Fiore Volkswagen

did sell Mr [redacted] a 2006 VW Jetta on March 24th of 2009, At the time of sale he also purchased an extended warranty for 4 year or 100,000 miles, as indicated

on the attached paperwork, There was not even an option for a 10 year or 100,000 mile contract, and all Offers of a service contract are presented through the finance office, rather than a salesperson.

Hopefully this clears up an confusion on this issue.

Consumer

Response:

When I spoke with the finance department, I presented Mr. Bare with all of my documents from the transaction of the vehicle. I explained that I do not have any documents showing what I had purchased regarding the extended warranty. I only had the price I paid for the warranty on any given document. There isn't any paperwork in my possession showing the terms and conditions of the warranty. I asked Mr. Bare to show me what He had on file regarding this. I said to him "if you can show me my signature on a 4 yr./100,000 mile warranty stating the terms and conditions this warranty, then I have no argument". He looked for my paperwork and said he couldn't find anything to show me. The attached document is from Fiore Volkswagen finance department. It shows the terms and conditions of the warranty I had purchased. I do not see my signature anywhere on the document. Again, I was told I was purchasing a 10 yr./100,000 mile warranty. Whether or not it existed at the time, it was what I was told I was buying. I'm asking for signed proof of what I purchased. Is that too much to ask?