Gilboy Automotive Group

[redacted] ***to me Hello [redacted] ,This is [redacted] I just spoke with you over the phone about my claimThere was a few things that I wanted to add to itYesterday I got a call from Mark over at Gilboy and he is now saying that my car needs $worth of repairsAlso, they started taking in apart without my say soIf I wanted to go pick the car up I would have to either tow it home or pay them labor to put it back togetherI did not authorize them to take it apart it was only to run a diagnosticAgain, I feel that all the work they put into my car a year ago wasnt satisfactory because there's a lot of the same things wrong againTheres nothing that I possibly could have done to my car for the same thing to go wrong againLike I said they were the one who last worked on my engine and they did all the repairsThank You so much I appreciate your time.Sincerely, [redacted]

06-09-Dear [redacted] ,I am shocked that [redacted] is expecting us to pay anything for an "Act of God." The Hail storm we experienced was not only terrible but frightening as wellI stood in the showroom while it happened and was our windows would blow out!All cars of ours were damaged as were Service customers cars, it is the same as if their cars were parked in any other business lot, this was an act of god and she must report it to her insurance company.I am very sorry she doesn't understand but it is the way the Insurance coverage works.Sincerely

This customer brought their vehicle into us on May 19, for a 120,mile service where we performed many checks and replaced the spark plugsOn October 21, they brought the vehicle back to us complaining the malfunction indicator light was on and flashingWe performed diagnosis and found that the electrode had broke off the spark plug and jammed in the valve causing damage to the valve and head in cylinder three.The parts and labor are covered under Volkswagen warranty for one year or 12,miles which ever occurs firstSince the spark plug was replaced miles and only months prior Volkswagen paid for the repairs under their parts warranty policyOnce the vehicle was repaired it was retuned to the customer in good working order on 1/30/with a mileage of 125429.The customer has returned back to the dealership on 03/30/complaining of the vehicle not running properlyWe performed diagnosis and found no compression in cylinder We removed the spark plug and used a bore scope and found a hole in the piston in #cylinderWe contacted the customer and they denied any further diagnosisThe vehicle now has miles on it and we have not seen this vehicle since it was here for the last repair on October 21, and they have driven the vehicle for 25,miles since the last repairSince the customer has denied any further diagnosis we have not been able to determine the cause of the damage and all warranties have expired.Sincerely yours,John B***Service ManagerGilboy Automotive Group

December 4, 2014Dear *** ***:We were in agreement with the customer and refunded the $on December 2nd.Sincerely,
John G. Vice President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me We did come to a mutually agreeable resolution I consider the issue resolved Thank you!
Regards,
*** ***

In regards to ***s *** ***, which was in for service Monday April 21, 2014.The vehicle was towed in for a no start conditionIt was diagnosed as a failed starter motorThe technician also noted large amounts of oil leaks in multiple locations on motor.The service advisor
remembered recent oil leak repairs to this vehicle and cross referenced current estimate with previous repairs, of which there were recently replaced componentsAs per conversation with the technician, it was determined that the engine breather valve had gone bad, causing all the components leaking at that time to push through and begin leakingPrevious repairs were for worn out components and road tested/retested and proven to be functioning to factory spec at the time the vehicle left from previous repairs.The service advisor immediately notified service manager, who contacted ** for assistance on repairs*** determined the level of assistance provided would be as follows: customer to pay for starter motor repair, ** to pay 75% of leak repairs, parts and labor at warranty rates,*** was contacted via telephone and the service writer explained what was found on the vehicle both starter motor and leak repairs that were requiredThe warranty administrator was unavailable at the time to put the exact cost together for what ***s bill would be, but the advisor estimated, based on the retail cost of the job that the bill would come in around with the possibility of being slightly less.During that phone call, it was explained to *** that parts needed to be ordered, and he was asked if he wanted to proceed with the work on his vehicle, to which he agreed, but asked if someone would contact him with the exact priceThe warranty Administrator did total up the final amount, once the job was complete and the final parts count was known, and contacted *** with the final price and the news that he could pick up his vehicle.In a subsequent phone call, once it was apparent that *** was displeased with the service done to his vehicle, the advisor did say to him,” If you had given me any indication that you wished to only do the starter motor I would have stopped with that repair, I wouldn't do that to you.” To which *** responded, Yes, I know that

6-24-Dear ** ***:In regards to ** *** saying I didn't address the issue, I unfortunately have to disagreeI didn't mention anything about her dash lights due to her comment that she would never bring her car back here.And by her own admission the $overage was taken care of with free service offered via our coupon book.know I can never satisfy her, but there is nothing I can do.Sincerely

[redacted]to me Hello [redacted],This is [redacted] I just spoke with you over the phone about my claim. There was a few things that I wanted to add to it. Yesterday I got a call from Mark over at Gilboy and he is now saying that my car needs...

$7500 worth of repairs. Also, they started taking in apart without my say so. If I wanted to go pick the car up I would have to either tow it home or pay them labor to put it back together. I did not authorize them to take it apart it was only to run a diagnostic. Again, I feel that all the work they put into  my car a year ago wasnt satisfactory because there's a lot of the same things wrong again. Theres nothing that I possibly could have done to my car for the same thing to go wrong again. Like I said they were the one who last worked on my engine and they did all the repairs. Thank You so much I appreciate your time.Sincerely,                [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may...

update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

This customer brought their vehicle into us on May 19, 2013 for a 120,000 mile service where we performed many checks and replaced the spark plugs. On October 21, 2013 they brought the vehicle back to us complaining the malfunction indicator light was on and flashing. We performed diagnosis and found that the electrode had broke off the spark plug and jammed in the valve causing damage to the valve and head in cylinder three.The parts and labor are covered under Volkswagen warranty for one year or 12,000 miles which ever occurs first. Since the spark plug was replaced 5434 miles and only 5 months prior Volkswagen paid for the repairs under their parts warranty policy. Once the vehicle was repaired it was retuned to the customer in good working order on 1 1/30/2013 with a mileage of 125429.The customer has returned back to the dealership on 03/30/2015 complaining of the vehicle not running properly. We performed diagnosis and found no compression in cylinder 2. We removed the spark plug and used a bore scope and found a hole in the piston in #2 cylinder. We contacted the customer and they denied any further diagnosis. The vehicle now has 150935 miles on it and we have not seen this vehicle since it was here for the last repair on October 21, 2013 and they have driven the vehicle for 25,506 miles since the last repair. Since the customer has denied any further diagnosis we have not been able to determine the cause of the damage and all warranties have expired.Sincerely yours,John B[redacted]Service ManagerGilboy Automotive Group

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because it does not address the matter. It is Gilboy's way of wiping their hands. I was asking for appropriate customer service to the situation. It appears to me they did not even fully read the complaint.  Like I stated, they collected the profit and want nothing else to do with the customer. They didn't even address that the car is not fixed (dash lights still go out) or that they charged me more than the quoted price when I purchased the car. This has to be the worst customer service I have ever received.
I will not be a return customer to Gilboy for future purchases. Everyone I have told about the situation is in agreement. This response is an insult to me as a customer.
Regards,
[redacted]

[redacted]to me Hello [redacted],This is [redacted] I just spoke with you over the phone about my claim. There was a few things that I wanted to add to it. Yesterday I got a call from Mark over at Gilboy and he is now...

saying that my car needs $7500 worth of repairs. Also, they started taking in apart without my say so. If I wanted to go pick the car up I would have to either tow it home or pay them labor to put it back together. I did not authorize them to take it apart it was only to run a diagnostic. Again, I feel that all the work they put into  my car a year ago wasnt satisfactory because there's a lot of the same things wrong again. Theres nothing that I possibly could have done to my car for the same thing to go wrong again. Like I said they were the one who last worked on my engine and they did all the repairs. Thank You so much I appreciate your time.Sincerely,                [redacted]

If there were no stars, that would be the correct feedback! Ford is the most unprofessional inconsiderate company I have ever had to deal with. From the time a bought my car it was a big mistake. I took my car to Gilboy Ford DEALERSHIP for a simple oil change and they forgot to put the cap back! Once I brought this to their attention they acted like this isn't a big deal, probably because it happens all the time. I went to trade my car in and the Finance Manager at Gilboy is also extremely unprofessional making comments to the other dealership. Ford then took the payment out of my account after the car was sold because their employees are not trained on the correct procedures. That was in the beginning of September. It is now October 18th and I still do not have my check to repay me for the money they took out!
I WILL NEVER REFER ANYONE TO FORD EVER! ESPECIALLY GILBOY FORD!

06-09-2014
Dear [redacted],I am shocked that [redacted] is expecting us to pay anything for an "Act of God." The Hail storm we experienced was not only terrible but frightening as well. I stood in the showroom while it happened and was our windows would blow out!All 300 cars...

of ours were damaged as were Service customers cars, it is the same as if their cars were parked in any other business lot, this was an act of god and she must report it to her insurance company.I am very sorry she doesn't understand but it is the way the Insurance coverage works.Sincerely

Review: I had bought a vehicle from [redacted] back in November 2012. The vehicle was used but under Warranty. There were a couple issues. [redacted] could not fix the problem and I was told to bring it to Gilboy in [redacted]. During the time my vehicle was at gilboy about 2 months only one problem was resolved. I still need the vehicle to be fixed. Gilboy never kept me up to date or returned my phone calls. After weeks of being there they asked me to return to show them the problem once again. When I came to the dealer I had to wait for a service tech after already giving them an eta. When I walked to my truck with the service tech I noticed my bracket and brand new window guards were broken. I was upset and went back inside to ask about what happened to my truck. They gave me excuses on why my bracket was broken and zip tied to the grill. I had told them I wanted reimbursement and the service manager came out and said he has been driving the truck and wouldnt give me money for my broken window guards. The window guards were only put on two days before going to gilboy. He got very hostile and threatened to call the cops on me when I brought up bringing them to small claims court. They also gave me my vehicle with no gas after bringing it down with half a tank. It takes an hour to get there and I have been to gilboy and [redacted] 5 times to resolve the issue with my truck other then explained above. I recently brought the truck to a ford dealer localy to me. They new what was wrong before I even explained but the dealer is backed up. Now [redacted] wouldnt cover the diagnostics and I had to pay out of pocket when it is warranted. [redacted] offered me a loaner for the duration of the problem and would pay out of pocket what the warranty didnt cover. They just called today to ask for the loaner vehicle back and my vehicle remains unfixed. I feel that all of this is very unfair to me and I should have my vehicle fixed after 3 months of waiting and my bracket and guards should be paid for.Desired Settlement: I would like th bracket replaced and my front rain guards replaced from gilboy they can either order them for me and that would be the matching pair or I buy them and they pay me back right away

Business

Response:

{Please see attachment.}

Review: A few months ago, 5/10/13 to be exact I brought my vehicle into Gilboy for my 120,000 mile inspection. They did a number of routine repairs. The repair that this complaint is against is my spark plugs. Last Monday 10/21/13 I experienced a problem with my car while I was driving to school. My emissions light went on so, I immediately called Gilboy and notified them that I will be bringing my car in that day. After bringing it in they ran some tests. I would then get a call from Gilboy stating that $5,000 in repairs is needed. A service adviser said and I quote,"The spark plug broke off and fell into your cylinder and got pushed up into the valve and got shot out exhaust through the turbo which damaged the turbo." As a college student I do not have $5,000 to pay for this. I am extremely outraged by this because they are the ones who replaced my spark plugs. They even said that the spark plugs were the catalyst that caused me all of these damages. I feel like they should be liable for most of this bill considering that they made the repairs and a few months ago and those repairs caused me all of this damage. I also have the original invoice proving that they made the repairs.Desired Settlement: Like I said, I believe that they should be responsible for the majority of the damages to my car. Tomorrow, 10/30/13 my car is scheduled to be done and for pick up. I don't have the money for this and will have to charge it to my credit card. Since they made the repairs I think that they are liable and should be paying most if not all of this bill considering it was caused by something they replaced.

Business

Response:

November 4, 2013

Revdex.com

50 West North Street Bethlehem, PA 18018-5789

Dear [redacted]:

Thank you for bringing this to my attention.

My Service Manager has looked into this problem. He called Volkswagen and was able to get it covered under a Volkswagen parts warranty.

Sincerely,

Review: We leased a vehicle with Gilboy and picked the vehicle up 11/12. In order for them to order the vehicle, the requested a credit card to put a $500 DEPOSIT on the vehicle. It was explained to us several times that this is only to hold or secure the vehicle and that it would be refunded (to the card) upon delivery of the vehicle. It was only non-refundable if we chose to cancel, which we did not. We signed the paperwork and took the vehicle home. We received a credit card bill with the $500 charge and no refund posted. We contacted Gilboy and they stated they just added it in to the money down on the vehicle. This was never discussed verbally nor was it written anywhere on the contract that our $500 deposit was being used. We were under the impression it would be returned, so there was no need for us to question it at the time. Yesterday we made contact with Gilboy regarding this matter and in going back and forth with the sales rep, Scott, and JT G[redacted] the last email we received was that the sales person did not recall a verbal promise of a refund and there is no written record of same, so he would refund $250.00 to be fair. I do not think this is fair nor reasonable. Throughout the entire process it was indicated that the deposit would be refunded. At NO time did we give permission for them to use that money in any other way.Desired Settlement: We expect our full refund of $500.00

Business

Response:

December 4, 2014Dear [redacted]:We were in agreement with the customer and refunded the $500 on December 2nd.Sincerely,John G. Vice President

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: On September 3, 2013, I purchased a 2014 Ford [redacted] from Gilboy Ford in [redacted], PA. When reviewing the financial paperwork, I realized the sale price was overstated by $16. I pointed this out and [redacted], Finance Manager, offered us a coupon book that included 2 free oil changes, 2 free state inspections, and 2 free external car washes instead of him needing to redo all of the paperwork. My husband and I agreed to the “trade off”. What a mistake that was!

On May 22, 2014, I took my car to Gilboy to have the” free” oil change completed. In addition, I asked them to take a look to see why periodically the dashboard lights go out. At 10:10 AM, I was advised the oil change was completed, however the computer system needed to be reprogramed. [redacted] indicated it would take a few hours to get this done. I advised it was ok and to let me know how they make out. Around 2 PM, I received a call indicating the car was needed longer and would possibly be done later in the day or by noon the next day. At 4:55 PM, I received the call saying my car was completed.

My husband and I got to the dealership around 6 PM to pick it up. [redacted] brought the car to us and it looked like it had gone through a hurricane. The car was covered in leaves and branches. There were even leaves inside the car! In addition, the car had hail damage all over it. I could not believe what I was seeing as I thought my car was being worked on until approximately 5 PM!!! When in fact, it was pulled out on the dealers lot during a thunderstorm that included hail!!!! I immediately spoke to ** Gilboy. He had one of his services guys take the car out back to hose it off and dry it for him. He took pictures of my car and said he would do everything in his power to help us out since we were loyal customers.

On May 27, 2014, I received a call from ** Gilboy at approximately 10:30 AM. He indicated his dent and repair folks would be onsite for the next 30 days if I wanted to bring my car over for an estimate. I asked him if the estimate was for his insurance. He said no it is to see if they can do it cheaper than my deductible. I asked him how that was doing everything in his power to help us. He said there is nothing else he can do. I then asked if he could at least cover my $250 deductible. He flat out told me that was not a possibility and he had others things he needed to get done. I could not believe the way he was speaking to me. I wish I would have recorded the conversation. He had absolutely no care about my damage or me as a loyal customer to his dealership (my last 2 cars were brand new from Gilboy). He was more worried about the cars he was trying to sell on his lot. He told me there was nothing more to discuss and hung up the phone!!!! Talk about RUDE customer service. I will never buy another car from Gilboy and will never refer anyone to them after the way he spoke to me. As an owner, he should be ashamed to hang up on a customer! And to think he is willing to lose a loyal customer over $250! Guess he is all about making a profit and no care about when things go wrong. He wipes his hands and says not my problem.

I immediately called Ford Customer Service as I was very upset about his disrespect to a customer. They opened a case for me and apologized for how I was treated by **. They told me I would hear back by end of day Monday June 2nd. I never received a call. I called back on Tuesday June 3rd and they told me I needed to speak with John, the service manager at Gilboy. At that time, they transferred me over to him. He said he was not aware that he needed to call me. He thought Customer Service would take care of it. He told me there was nothing more to say. I explained to him that the car was not in my control and was in his care at the time of the incident. He said they are not paying for anyone’s deductible or damage and that was final! I was only asking for them to pay our $250 deductible since the car was in their care and control at the time. I also indicated that I am the one losing out in this deal. First my paperwork is incorrect, then I bring the car in for “free” services and now expected to pay $250 deductible. Talk about the customer getting the bad end of a deal and to top it off, the dashboard lights still go out!!

I called Customer Service back and they said they needed to stand behind the dealership decision. They said there was no one else for me to speak to in regards to this matter. I said that was fine, I was going to the top of the ladder as this is poor customer service. In addition, we sent a copy of this complaint letter to the Board of Directors at Ford.

My husband and I are loyal Fords owners! We have bought our last 3 cars brand new from Ford ([redacted], [redacted], and [redacted]). We bought his truck when it was a year old and it is an [redacted]. We have always owned Fords and speak very highly of your vehicles! We even convinced friends (who always bought Chevy) to buy a Ford Freestyle from Gilboy. And to think that all changes due to the way ** Gilboy treated a customer and handled a situation. Our car will not be returned to Gilboy for any additional services nor will we purchase any vehicles from them.

So here we are with a dented up new [redacted] with dashboard lights that still periodically shut off (which is why it stayed at the dealership longer in the first place)!!, leaving us with no choice but to write this letter of complaint to you for resolution.Desired Settlement: payment for repairs or at a minimum reimbursement of $250 deductible

Business

Response:

06-09-2014Dear [redacted],I am shocked that [redacted] is expecting us to pay anything for an "Act of God." The Hail storm we experienced was not only terrible but frightening as well. I stood in the showroom while it happened and was our windows would blow out!All 300 cars of ours were damaged as were Service customers cars, it is the same as if their cars were parked in any other business lot, this was an act of god and she must report it to her insurance company.I am very sorry she doesn't understand but it is the way the Insurance coverage works.Sincerely

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because it does not address the matter. It is Gilboy's way of wiping their hands. I was asking for appropriate customer service to the situation. It appears to me they did not even fully read the complaint. Like I stated, they collected the profit and want nothing else to do with the customer. They didn't even address that the car is not fixed (dash lights still go out) or that they charged me more than the quoted price when I purchased the car. This has to be the worst customer service I have ever received.

Review: I had my 2009 [redacted] towed to Gilboy on Sunday, April 20th 2014 after it failed to start while visiting family in [redacted]. Instead of using a private auto repair shop I selected Gilboy since they had serviced the car on Feb 21-25th due to an oil leak that started after they replaced my intake manifold a couple of months prior. The oil leak was never fixed--and although I prefer to not let such issues linger--I had to due to my employment as a resident physician and my location of residence. I purchased the car new at Gilboy and have tried to stay loyal as my sales experience was satisfactory. On Monday, April 21 I called to make sure that [redacted] had dropped the keys in the drop box, that the service team knew that my car was there, and what type of service I was requesting. They assured me that the car was present and that they would call later that day with more information. Later that day, one of the service reps called to say that the starter was in need of replacement and the engine was also leaking oil from a multitude of locations. He explained that it was most likely caused by a clog in the breather valve that increased the pressure throughout the engine causing many of the gaskets to fail. He said that he had contacted ** USA about the issue and that they had offered to covered 75% of the cost of the repair of the oil leak since I am such a loyal customer. He estimated the cost to be ~$3000. He then stated that he was not sure of the actual price because the rates for retail and warranty work are different, but he estimated my cost to be "under $1000". He added that "I will need to order a lot of parts and this will probably take about two full days of work to complete...I might be able to get it back to you by the end of the week." I replied by saying that the starter needed to be replaced, but I'd appreciate a more accurate total for the oil leak work...as I was not confident in their ability to fix the problem; the car still leaked after their last attempt. The next call I received from Gilboy was on April 25th, from a different service rep informing me that my car was ready for pick-up, and the total was ~$1093. I was taken aback, as I did not authorize any of the oil leak work to be performed on my car! I informed the second service rep of my displeasure, and I asked to talk to his manager. He complied with my request. I informed the service manager of my displeasure, and that this is an unacceptable charge. He informed me that I would have to wait until Tuesday, April 29th at which point the first service rep that I talked to would return from vacation. I replied that I would have someone pick up the car for me sometime this weekend, paying in full...but that I would be seeking further remediation for this dishonest business practice. I have to get to work and cannot afford to be without transportation.Desired Settlement: I am more than willing to pay for the replacement of the starter. I am seeking reimbursement for the work that I did not authorize, notably: the repair of the oil leaks.

Business

Response:

In regards to **. [redacted]s 2009 [redacted], which was in for service Monday April 21, 2014.The vehicle was towed in for a no start condition. It was diagnosed as a failed starter motor. The technician also noted large amounts of oil leaks in multiple locations on motor.The service advisor remembered recent oil leak repairs to this vehicle and cross referenced current estimate with previous repairs, of which there were recently replaced components. As per conversation with the technician, it was determined that the engine breather valve had gone bad, causing all the components leaking at that time to push through and begin leaking. Previous repairs were for worn out components and road tested/retested and proven to be functioning to factory spec at the time the vehicle left from previous repairs.The service advisor immediately notified service manager, who contacted ** for assistance on repairs. [redacted] determined the level of assistance provided would be as follows: customer to pay for starter motor repair, ** to pay 75% of leak repairs, parts and labor at warranty rates,**. [redacted] was contacted via telephone and the service writer explained what was found on the vehicle both starter motor and leak repairs that were required. The warranty administrator was unavailable at the time to put the exact cost together for what **. [redacted]s bill would be, but the advisor estimated, based on the retail cost of the job that the bill would come in around 1000.00 with the possibility of being slightly less.During that phone call, it was explained to **. [redacted] that parts needed to be ordered, and he was asked if he wanted to proceed with the work on his vehicle, to which he agreed, but asked if someone would contact him with the exact price. The warranty Administrator did total up the final amount, once the job was complete and the final parts count was known, and contacted **. [redacted] with the final price and the news that he could pick up his vehicle.In a subsequent phone call, once it was apparent that **. [redacted] was displeased with the service done to his vehicle, the advisor did say to him,” If you had given me any indication that you wished to only do the starter motor I would have stopped with that repair, I wouldn't do that to you.” To which **. [redacted] responded, Yes, I know that.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. We did come to a mutually agreeable resolution. I consider the issue resolved. Thank you!

Regards,