G. Sandoval Construction, Inc.

Sorry that *** feels this way. We (Baierl) did very little wrong here. The two mechanical issues are not related to each other. The first time we did work on the car it was for head gaskets (we provided this service and she paid for it). Three weeks later she
brought the car in for a check engine light and cruise control light. The service advisor did mention that it was probably in her best interest to trade the car in or fix the issue. He mentioned trading the car in because it has 172,miles on it and the probability for additional work in the future is high. He mentioned fixing the vehicle because the car is needs fixed. Now, is it possible that there was a miscommunication between two humans. Yes, I suppose that could be. The fact that she's a female plays no part of this. We're sorry that she feels the conversation was argumentative too. Since then, we've talked to her on the phone and tried to explin things further. We've tried to explain that if a vehicle has issues ($to be exact) than it's not a truly safe vehicle. The vehicle isn't operating the way it was intended to operate. In no way were we fraudulant and in now way did we overcharge her for the first service. Sorry you feel this way ***

There is little that can be done to correct their poor treatmentA letter of apology and a reimbursement of $for the towing charge to take the car elsewhere would be sufficientThe inconvenience that I incurred can not be resolved

This gentleman's vehicle has been fixed. His owner's manual has been ordered and we will be forwarding it to him as soon as we get it. We believe we have done everything possible in order to satisfy this customer. There was never any question as to whether or not we were
going to fix his vehicle. We had problems getting the engine to fix his vehicle. As soon as the engine came in we installed it. The customer has had his vehicle for a couple of weeks now. Should you have any questions, please do not hesitate to contact me

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

*** ***From: Brad P***Sent: Tuesday, May 10, 2:PM To: *** *** *** *** *** ***Subject: FW: Toyota 4Runner Mr*** purchased a new 4Runner and in executing the
paperwork the taxes got zapped out of the screen in F&lHe was titling the truck in *** and thought since it was our mistake we should eat the tax totaling $2,and cut him a checkAfter we spoke we agreed that $would be satisfactory to settle the dispute.From: Robert B*** *** Sent: Tuesday, May 10, 12:PM To: Brad P*** ***Subject: RE: Toyota 4RunnerBrad,Like we discussed on the telephone at approximately 11:AM, I am willing to accept a $1,check to close my dispute regarding the sales tax on the 4Runner purchase.As I'm sure you are aware, I had notified the Revdex.com of our disputeI will close that complaint and indicate my satisfaction when I receive the check.I'm glad we could come to an acceptable solution, and I'd like to commend you and your staff, including Patrick E***, on your professionalism and courtesy while dealing with this.v/r*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
It is understood that the associates at Bailer are sorry about how they handled my complaint, however an apology is not the necessary responseThis is because my compliant is not about poor customer serviceMy complaint explicitly pertains to the fact that the associates at Bailer did not give me all the information about the options I had concerning the check engine light in my carThey failed to mention that I had the option to simply have turned off the check engine lightIf the light came back on I could return for the necessary repairsInstead, I was pressured to make unnecessary repairs or buy a new vehicleI challenge the associate's notion that my car is unsafe to drive, because they advised me to continue driving the car with the check engine light on until they were able to diagnose the problemIf the repairs were emergent then, as mechanics, they should have not advised me to drive the carThis proves that the priorities of Bailer Subaru revolve around financial gain, even at the expense of their customerI suspect that an investigation into their business practices will find my experience at Bailer Subaru is not uncommon and that they regularly take advantage of their customers.Regards,
*** ***

On October 29th work was completed on Jeep CompassReplaced subframe, replaced outer tie rod, mounted and balanced two tires all free of chargeOn November 5th the customer returned to have his vehicle inspected and that was also done free of charge. We believe we have done
everything possible to correct this situation. Please let me know if I need to provide you with any additional information. Thank you

HelloBaierl Ford had installed a new rack and pinion unit and performed a wheel alignment for their concern at no charge to the customerWe also inspected the braking system and found no issues at the time of inspection. We adjusted the trunk lid as the client requested and performed an
extensive road test to verify the vehicle performed safely as designed. All of these services were performed at no charge to the clientIf they feel some of the repairs we performed are not repaired we would encourage them to contact our service departmentWe would be happy to inspect the work we have performed at no chargeThe parts we installed during the last visit carry a parts and labor warrantyIf they are found defective we will replace them at no charge to the client

Case #: *** Sent to Business on: 06/27/2017Baierl Acura Response to Consumer Complaint:We at Baierl Acura work hard to ensure a luxury acquisition experienceIn certain cases, we are not the only party that is essential in facilitating the consumer’s acquisitionThis is the
case regarding Ms***’s situation. In order to facilitate the acquisition of this vehicle, we procured financing through *** on the consumer’s behalfAs it stands today, the consumer should know that we are working diligently toward resolution as Baierl Acura has not been funded at any level by *** for this transaction. In finance transactions, the dealership (Baierl) becomes the intermediary between the consumer and the ultimate funding source, in this case ***Since the original acquisition date, *** has required a number of pieces of additional information (Copy of Social Security card, signed credit application, etc.) which have caused us to approach the consumer to retrieve this informationUntil all stipulations are gathered and returned to and reviewed by the financial source, funding is not provided to the dealershipThis means that there is not yet an active loan for the consumer as well, which is why she is not able to make payments. This information and explanation has been given to Ms*** directly, along with apologies for inconvenience, and we have kept her informed as we progress toward a state where the consumer can make payments and Baierl Acura can be funded for the transaction. We will continue to work toward this end and we believe we should have a final settlement with *** by the end of this week

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.You’re still failing to understand the reason we are upsetI don’t care that you will provide a loaner vehicle at no cost nor do I care that you will cover the parts and labor at no costWe have already went this route twice before and still the same resultsWe feel we were more than fair in giving a second opportunity to fix thisWhy should anyone be given a third opportunity? There is not any trust to be regainedFrom my initial complaint this extended far beyond dissatisfaction with the repairs, or how they were handledWe expected based off of your rating in the Pittsburgh region over other used car dealerships to be treated as a valued customer, not as a commissionThe issues leading to the repairs were noted at the time of the test drive but, we were assured all was OkThen again, the very next day after we took the car homeWe accept you doing ABSOLUTELY nothing for usLike I said he is more than capable of making the repairsThis is about feeling cheated / deceived, ran around, and lied toThank you for your final offer, but we respectfully declineInstead put some focus on the care and time your technicians put into repairs made on used vehicles (from what your team told me the “fast lane” doesn’t really get all the bells and whistle service), and the honesty and integrity of your sales staffWhat is the reason for making an appointment with a Sales Manager if neither one of them shows up? I understand it’s your job to make a sale, but you shouldn’t lose your moral compass in doing suchThis is all the further contact I would like to make
Regards,
*** ***

The banner to which this person is referring is attached for your reviewHonda offered this finance incentive program for a non-traditional amount of timeWhile most programs run concurrently with the month, Honda elected to carry the program into mid-April. Our franchise chose to
support the program and was required through our agreement to use the banner on our websiteOne could argue that we were sloppy in leaving the advertisement in place but we had no intention of deceiving anyone with the bannerIt remained on the certified section of our Honda site until the end of April, and the expiration date was clearly notedIt was not promoted in any other manner beyond the expiration time,The banner is no longer on the site as both the program and the month of April is overWe apologize if the customer somehow feels we intended any malice

To whom it may concern,The customer purchased a Honda Certified used vehicleThe Honda Military Appreciation Offer is valid only on new Honda vehicles purchased and financed through Honda Financial ServicesSince this was a used vehicle purchase it did not qualifyThe Luxcare was one of
numerous products that were offered to the customer to help protect their investmentThe service was already provided but we would be able to cancel the warranty on the product and provide the customer with a partial refund.Please contact me with any additional questions.Thanks,Chuck M***General ManagerBaierl Hondadirect ***
***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

BAIERL Revdex.com Holiday Drive, Suite Pittsburgh, Pa RE: ID *** *** *** Dear *** *** We are in receipt of Revdex.com Compliant ID ***At or about the time of Ms***'s visit to our KIA service department our Service Manager
Kevin K*** contacted Ms*** to discuss the concerns that she had during her service visitAt that time MrK*** worked with Ms*** to address and resolve her concernsMrK*** provided Ms*** with a sizeable discount and alternate transportation to address her issuesOur goal with every customer is to have them completely satisfied with their service that we provideWe recognize that we did not fulfill that expectation initially for Ms***We worked with Ms*** and arrived at a solution that was acceptable to her.We contacted Ms*** again on December At that time Bill C*** from our KIA service department spoke with Ms*** to follow up on the initial itemsMs*** indicated to MrC*** that she was satisfied with the resolutionWe will work with Ms*** moving forward to provide her with a great experience in our sales and service departments.Fixed Operations Director Thank you,Jeff S***

Hello,Regarding ID ***
Please see the attached letter that we sent to the customer on 06/20/This should suffice the requestAny questions, please let me know.Thanks,Shawn K***Operations DirectorBaierl AutomotivePerry Highway Wexford, PA 06/20/ To whom it may
concern, *** *** traded her Kia Optima (Account number: ***) at Baierl KIA on February 1, 2016. Baierl KIA uses a Day payoff for travehicles. Ms*** is not responsible for the tardiness of the payment of the account after the date her vehicle was tradedRegards, Ryan C*** Business Manager Baierl KIA ###-###-#### ***

The customer complaint notes that this problem initially occurred on 1/22/Per page of the attachment, our Toyota store cancelled the warranty as requested, and upon receipt of the money in early April, check number *** was issued to the customerThe customer should have that check in
hand now. The amount provided was after all cancellation fees were assessed.Upon further review of this case, I discovered that the customer also has a maintenance policy still in place (See page of the attachment.)While the customer did not request that we cancel this policy, it is logical that our organization does not expect the program to be used on a vehicle that the customer no longer ownsI instructed our deal center to cancel the maintenance program today, and issue the customer a refund for this program as wellAgain per my instruction, this check will be cut later this week and sent to the same address as provided in the complaint. The customer will receive full consideration less the cancellation fee as guaranteed by the contract.I apologize for the issues caused during this interaction, and I am thankful to put this matter behind everyone.Bob B***Vice President

Please keep in mind that the relationship that any dealership helps to establish when transacting on a vehicle is between the lender (*** in this case) and the consumerInitially, our store was not required to respond to the complaint in this case, but in an effort to show good faith and transparency, we requested to post a response I argue that this fact demonstrates we were willing to communicate and that we continuously attempted to work with both the co-buyer, the person issuing the complaint and the buyer to solve this matterCommunication is a two way process, and while I will not claim that our interaction was perfect, some of the delays were not solely our issue.The consumer's rejection provides a good example. The individual notes that the dealership incorrectly wrote her birthday on the credit applicationEven if we completed the form for her, which I cannot verify, the consumer(s) must sign that the information is correct and completeThe birthday was validated by the consumer in order to submit the loan applicationUnfortunately, this error slowed the process and required a second submissionI'll grant we played a role in the problem, but the customer approve itI see no benefit in describing any other items that could be contested at the present.Lastly, prior to responding to this message, we reviewed the financial portal showing the status of all outstanding loansThis consumer loan through *** has been fundedThe customer will receive the anticipated monthly statement moving forwardThe car is registered, and the matter is a mute point.We apologize again for our portion of the problems that surround this transaction

I have reviewed the response made by the business in reference to complaint ID ***, and find that, I will be satisfied with the resolution if, and only if, the issue is completely resolved with the proposed "fix." If the squealing brakes continue to be a nuisance, the issue is not resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** *** The Revdex.com 08/28/ RE: ID *** Dear ***, I am rejecting Baierl Kia response to my complaint. They are correct in stating that I did not buy the extended warranty on the car; however, as I said in my original letter to MrBaierl and my complaint to you, the problems began when I drove the car off the lot in June Bairel Kia continued to tell me that I did not have a problem until things got so bad I couldn't drive the car safely. Then it was out of warranty. Even if I had purchased the extended warranty from them, I'm not sure it would have made a difference. They denied anything was wrong, and it was only after I took it to the Hyundai dealership that I realized what needed to be fixed. Bairel ignored my concerns from day one either because they would not or could not repair the car As you can read in the letter I sent to MrB*** (attached belwo), my friend *** *** and I made several trips to Wexford with the car. They may not have records of these trips because each time we were told the "check engine" light just had not gone off from a prior incident, but there was nothing wrong with the car. This was not the case, as became apparent once I finally had the needed repairs done by Wright Hyundai Again, my complaint is they ignored my concerns about the car, both the dash light and the poor performance, while it was under the original warranty. It took me almost a year to completely lose faith in them and what they were telling me, and to finally go to any authorized dealer for diagnosis and repair. I feel Bairel should pay for the car repair, which they would have been required to do under the warranty had they not dismissed my concerns last year; and for the rental expense while the parts were on order and my vehicle was not drivable. May 31, MrLee B***, President/CEO Bairel Automotive *** *** ***
*** ** *** Dear MrB*** I know that Baierl Automotive has an A+ rating with the Revdex.com, but I have not had an A+ experience with your company A friend helped me to research buying a used car, and when I arrived from China last summer, I purchased a Hyundai Elantra GLE with 55,miles from Karl M*** with Baierl Kia. I picked up the car on July 20, and as I was driving back to Pittsburgh the Check Engine light came on. I called my friend, *** ***, and since I did not feel confident in my English then, I asked him to call the dealership. He was told to bring the car back the following Tuesday to have it checked *** waited for several hours, and the man in the service department (I do not have his name) said they couldn't tell what the diagnostic code meant, but that it was from a problem in the car's history that was corrected but they hadn’t reset the light. *** was assured that it was no big deal and perfectly safe to driveThe Check Engine light was intermittent and there was no problem driving the car In August, a new problem with an occasional clunking sound occurred. On the 13th of September, the left door handle fell off, and the next day the car died. The service man from AAA jumped the battery and suggested I talk with Baierl about a new battery So on September 16th, I made yet another trip to Wexford and talked with Karl M*** about the three issues: the door handle, battery, and engine (shimmy at 50-mph, occasional clunking, Check Engine light on intermittently). Karl said “car was sold as is”, so he could not give a new battery or a door handle He told me the engine light on his Toyota Camry did that all the time, but the car was safe to drive They could not check the car then because I had no appointment, but they suggested I bring it back the following week. Before I left with my small son, I double checked with Luke L*** in service to be sure it was safe to drive. He told me that as long as the Check Engine light was not flashing, it’s safe to drive. Driving home the light went off and stayed off for quite a while, so I did not go back up the next week I don't drive often, so only noticed the engine light occasionally, but in April the shimmying and clunking started again. I took the car to ***’s Automotive on *** ** *** *** and explained the problems I was having. They checked under the car and saw nothing obviously broken so they went with me for a test drive. After only a few miles the mechanic heard the sound I was talking about. He said the transmission was slipping and wrote a note to that effect so I could explain the issue to the service folks at Baierl and have it fixed. Unfortunately, my limited 6-month warranty had expired while I was trying to get my car problems resolved On May 13th, my friend *** made another appointment for the following week and we went up together. Tim, the service manager, said they drove the car about ten miles and experienced the clunk“It’s a dog,” said TimThey connected the car to the computer and got code He admitted that since they are not a Hyundai dealer, they didn't have the proper manual to determine what the code meant. He recommended taking the car to Wright Hyundai since it was close and have the problem diagnosed. Tim offered to talk with his general manager to see if they could help with the repairs since the warranty had expired I called Tim twice over the next two days to see what had been decided. He told me I should make arrangements with a Hyundai dealer myself I explained that the problems with the car started on day one, and I thought Bairel should be working on this for me. Tim did set up the appointment with Wright Hyundai for May 25. I was forced to rent a car for a planned trip to Washington D.Csince I could no longer depend on my vehicle. I drove again to Wexford (with a 2-hour bus trip home) to take the car for service. The next day, Jim from Wright's Service Department told me there were parts that needed to be replaced, and the cost would be $for parts and labor. I called Tim at Bairel twice to see if they would help with the repairs but got no response On Saturday May *** took me to pick up the car, but Wright said it was not safe to drive. And they would not release the car until the $for the diagnostic was paid Jim at Wrights told me that Tim had told him they would pay for the diagnostic, but nothing for the repair. Since there was no other choice, I authorized the repair which will take 1-weeks, during which time I’ll be without a car. Tim talked with *** yesterday and said that they would be willing to pay for 10-15% of the repair cost, but that was all. I realize this is an older car, and I did not buy the extended warranty; but if the problem had been dealt with correctly on one of the many times I'd brought it in after I'd purchased it, it would have been covered by the limited warranty I don't drive a lot, but I have a wife and two small children and need a safe, dependable car. I do not believe that your salesman or service people have taken my concerns seriously or treated me fairly. And I do not believe that I should have to pay over $now to deal with a problem that should have been handled last year. Can you offer me any assistance with this situation? Sincerely,]
Regards,
*** ***

The customer's complaint involves a 10-year old vehicle that our Kia took in on trade in May he purchased the vehicle roughly weeks after it was traded at the store for a fair market price.The Hyundai Elantra went through a used vehicle inspection, and the store elected to spend
$to prepare the vehicle for saleSince the vehicle also had an open recall, it was sent to Wright Hyundai to have the recall repair completed prior to offering the vehicle for sale. Both of these repair orders are attachedThis vehicle was offered for sale with a 6-month/mile powertrain warranty, which made it eligible for extended coverage at the consumer's choiceThe customer making this complaint signed the sheet from the vehicle window that shows the warranty provided with the car, and he also signed the contract that activated the 6-month coverageHe did not elect any additional coverage on the vehicle.From our perspective, we worked through the initial concerns with the customer shortly after deliveryThe customer had the option of upgrading mechanical coverage on a vehicle that was 10-years old, and he chose not to make an additional investment in the vehicleOlder vehicles will encounter issues, and if no coverage is in place the consumer is responsibleWe have a computer record indicating that the customer visited our service team nearly a year after making the transaction with a complaint about the vehicleNo work was performed other than a diagnostic reading.If the customer is experiencing problems with the Hyundai Elantra, our service team will attempt to repair the issue, like any other shop, for a feeThe store is also willing to help the customer trade out of the Hyundai and find a different vehicleOtherwise, we our unwilling to buy back the vehicle as demandedThe request is unreasonable, and the customer has responsibility in this situation