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Gary Rome Auto Group

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Reviews Gary Rome Auto Group

Gary Rome Auto Group Reviews (2)

The car was brought to the dealer & found to have a manufacturer defect. A week has passed [redacted] poor responses and no answers or resolution.A new 2013 santa fe sport was purchased in August 2013. During the beginning of March the oil pressure light was noticed to be flickering on and off at certain times. The car was brought to the dealer on March 5, 2014 where the car was found to have a manufacturer defect with the engine causing it to leak oil. The next day (3/6/14) we were contacted by the dealer who stated they has to take the engine completely apart and needed to order parts so that would take until at least Monday. A rental car (A Volkswagen jetta) was issues on this day.Monday (3/10/14) arrived and we were contacted by the dealer who stated they may potentially need to replace the engine and were trying to talk out the repair with a representative in CA. We stated there was no way we were taking back a car that was purchased brand new only 6 months ago and has less than 5,000 miles on it that need a replacement engin. They stated that this was an offer that was definitely on the table and they would keep us updated. On Tuesday (3/11/14) we waited for the promised phone call from the dealer for an update on our car which never came. We then contacted them and were told they were all at lunch. Over and hour and a half later we received a return call from a service advisor stating they could now fix the car with only 2 parts but it could take a day up to weeks. He was extremely rude stating he was too busy to call us and not helpful especially when stating we wanted an upgrade in out rental to something more comparable to the car which they were servicing. They said no and gave us no further answers to what would happen from here on out. Desired SettlementWe were told by the dealer that the potential for a replacement vehicle was and offer that was on the table at that time. We are looking for a replacement or a refund because there is no reason for a car less than 6 months old and less than 5,000 miles to need an engine repair/replacement. This is a manufacturer defect which was admitted by the dealer, not operator abuse or malfunction. Business Response Contact Name and Title: [redacted]Contact Email: [redacted]@garyromehyundai.comleft me start by saying that we feel bad when any customer has an issue with their vehicles. However the manufacturers warranty is in place for such issues as this one. The customer is correct about the need of repair that did turn into a defective part that created an oil leak. because the vehicle is new, the oil leak was from a place tha we have not run accross yet. We needed to defer/ communicate with the tech support center. Our communication was spotty and we shared with the customer when we had an update. the time delay with the repair was not so much us fixing the car, but having to wait for a part that was on a manufacturers back order. we tried to explain to the customer that a back order does not give us an exact time frame to expect the part at our store, so it could be as soon as 1 day or up to a couple of weeks. We provide transportation to our customers that have issues that are not quickly resolved as a courtesy to them. the type of vehicle that is provided is not always the same type of vehicle but always something that is New and safe and at no charge to the customer. When the parts came in we did make the repair and tested and varified that the leak was in fact fixed. We contacted the customer to have them pick up the vehicle. The husband picked up the car and I ([redacted]) spent time with him to explain the repairs we made to the vehicle. He expressed to me that he would like me to talk to his wife and try to explain the repairs and that she should not have anything to worry about. So, the customer had the vehicle for about 48 hours and I received a voice mail from [redacted] stating there is a leak from the front of the vehicle. It looks to be a different liquid. " I need a call back and a loaner while you fix my car a.s.a.p. I called and set up a tech to go to [redacted]'s home and pick up her vehicle and leave her a new Hyundai Sonata. We brought her vehicle back to the shop late on a Friday afternoon and found that a clamp on the upper radiator hose was not as tight as it should be. the type of clamp is a tension clamp, not a piece that is manually tightened. We varified the leak and replaced the clamp. the leak was coolant from the upper hose. the hose was not defective and we replaced the clamp with a new one. we test drove the vehicle and varified that the leak was in fact fixed. We washed the vehicle and brought it back to the customers home. This all took about 2 hours on friday afternoon. I then recieved a call from [redacted] asking for me to please provide her documentation of her visit. I told her that I would send her a copy via e mail and then the origional by mail. This is where there was a misunderstanding. I had planned to provide the documentation on Monday when I returned to work, as I was late for an appointment with my son. The customer expected to have this done friday evening. So I did not meet the expectations of the customer on Friday. She drove to the store on Saturday to pick up a copy of her repairs (that I had not done yet) and our Saturday employee told her that he could not find documentation for her and that she would have to wait tilll money to speak to Kevin. (me).When I came to work Monday with every intention of taking care of the requests of the customer I was greeted with a voice mail from Hyundai Customer service department with [redacted]'s concerns. I created the ticket / called hyundai and closed the case with the customer concerns. There were calls made to the owner about this etc. We are in the business to make our customers happy and to provide them a high level of service. I feel that as a company we responded to the issues that occured in a timely manner. The vehicle is fixed. I cannot provide the customer a new vehicle as the warranty made the repairs. This is the responsibility of the manufacturer not the dealer. I do not have the resourses or the authority to provide the customer a refund either. The customer will have other items that will happen including routine maintenance.

The website advertises the Hyundai Elantra spare tire as, "This is not a compact spare with a speed or distance limit." When I received it, it has a big yellow, "Do not drive over 50 MPH" sticker on it and "For Temporary Use Only" embossed on the tire. (Photo available) It advertises this as a better alternative than the "compact spare tire" available from dealerships.This appears to be deceptive advertising.Desired SettlementThis was a full $100 more expensive than the "compact spare tire" I could have bought at several other places. I bought it because of how it was advertised. At the very minimum, the difference should be refunded to me, if not the full purchase price of $332.49, since it is also a compact, temporary tire.Business' Initial Response We did in fact ship the wrong product. This is indeed a compact spare tire. I have issued a full refund of $332.49.

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Description: Auto Dealers-New Cars

Address: 1000 Main Street, Holyoke, Massachusetts, United States, 01040


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