Global Auto Mall

Unfortunately, we were unable to supply [redacted] a vehicle she had requested to do not being able to meet certain requirements or terms Attached is an email from MrAl [redacted] outlining the discussion he had with [redacted] which resulted in profanity being used by [redacted] You can read the details, as well as, the disclaimer for the vehicle they are referencing We do everything possible to assist the customer to get into the vehicle of their choice, however, the terms need to be met for that to occur.?

The salesperson gave me incorrect information about the vehicle I bought, he told me the car had features it didn't have They didn't give me a rebate I was entitled to, but the finance manager had me so confused after hours, I missed itThey installed a remote start the following week and it wasn't the advertised remote, it was an aftermarket much cheaper unit The service department is very unorganized, it took me minutes to drop off my new car to have the remote start installed I was told I get a loaner car when I drop off my car, then they said the salesman was incorrect I bought a Hyundai Santa Fe which is a great vehicle, but stay awayI have contacted Hyundai directly and they are looking into my issues

The General Manager, Bill M [redacted] , has gone over your complaint(s) and has asked if it would be possible for you to come into the dealership with his paperwork to go over the issues with the rebate, financing and the remote so he can resolve the issues you are having Please contact MrM [redacted] at [redacted] to make arrangements for a mutually agreeable time and date.Thank you

The initial concern that brought the customer in on March 7, was that the front subframe had rust perforation The technician inspected the vehicle and verified that the right front lower control arm anterior mounting bolt was no longer secured to the frame due to the excessive rust The vehicle has previously been subject to a recall, that provided for inspection and the application of a wax protectant to the front subframe According to the [redacted] Warranty Vehicle information report, that recall was performed at another facility on September 24, Due to the fact that this vehicle had been subject to this recall, Global [redacted] advocated on behalf of the customer, despite the vehicle being nearly three years, and more that 50,miles beyond the factory warranty parameters A prior authorization request (PA) was performed, and approved by [redacted] to replace the front lower subframe and control arms The concern the customer is currently experiencing appears to be from the drive axle If the condition was not present before the vehicle was brought in, as claimed by the customer, then the condition may be resultant from when the control arm separated from the vehicle When the advisor was made aware of this new concern on March 18, 2016, the technician determined that the shaking may be related to the wheel alignment This service was performed again, at no charge to the customer but appears not to have rectified the concern At this point it was determined that the axle was the likely culprit The advisor again attempted to advocate on behalf of the customer, and performed a PA request to replace the axle The initial PA was declined, because at this point the vehicle was not at the dealership, but in possession of the customer The advisor contacted the customer and made arrangements to have the customer return, so a PA request could again be processed, including required photos of updated mileage, and the axle in question This PA was also declined by [redacted] , with the rationale that the failure of the component was out of warranty by both time and mileage It is therefore been determined that the responsibility to replace the axle would be on the customer and it is suggested that it be replaced as soon as they are able to do so The dealer is unable to predict with any accuracy how long the axle will continue to function in its current state The retail estimate to replace the axle with a Genuine [redacted] part, including labor is $plus tax Should the customer decide to make this repair, Global [redacted] is prepared to offer a 10% discount, as well as provide day of alternate transportation at no charge, as a gesture of goodwill

We have been in contact with [redacted] and he requested the monies he stated he didn't receive be sent to [redacted] A check in the amount of $was issued to [redacted] and mailed on July 16, A copy of the check is attached We apologize to [redacted] for the delay in processing his check

Our Service Manager, *** Z***, has been in contact with *** ***. MrZ*** explained that the oil was possible residue that would burn off and he asked *** *** to return with the vehicle so we could inspect and clean the area if necessary, they made an appointment
for Saturday, February 13, 2016. *** *** cancelled this appointment and stated that the oil smell was less each day and no longer noticeable. We feel the matter was resolved and gave the customer the opportunity to return so we could have inspected it, *** *** agreed that it just seemed to be some residue

The salesperson gave me incorrect information about the vehicle I bought, he told me the car had features it didn't have. They didn't give me a rebate I was entitled to, but the finance manager had me so confused after 5 hours, I missed it. They installed a remote start the following week and it wasn't the advertised remote, it was an aftermarket much cheaper unit. The service department is very unorganized, it took me 55 minutes to drop off my new car to have the remote start installed. I was told I get a loaner car when I drop off my car, then they said the salesman was incorrect. I bought a Hyundai Santa Fe which is a great vehicle, but stay away. I have contacted Hyundai directly and they are looking into my issues.

The General Manager, Bill M[redacted], has gone over your complaint(s) and has asked if it would be possible for you to come into the dealership with his paperwork to go over the issues with the rebate, financing and the remote so he can resolve the issues you are having.  Please...

contact Mr. M[redacted] at [redacted] to make arrangements for a mutually agreeable time and date.Thank you.

We have gone over Mr. [redacted]’s complaint and feel thecomplaints noted are somewhat unjust. The first time this vehicle arrived at our dealership was April 28, 2014with 106,212 miles on it.  The customer hasbeen back several times after that. Numerous times this...

customer’s repairs were discounted and we have evensupplied him with a loaner vehicle.It is possible that the vehicle at its age can be leakingsomewhere else in the engine.  Thewarranty history on this vehicle is extensive, visiting other dealers in excessof 95 times.  Consequently, most of thework was done elsewhere then brought here.We have repaired Mr. [redacted]’s vehicle and supplied thevehicle with new parts, in addition, at his request, we have discounted hiswork.   We cannot reimburse him for therepairs done.

[redacted] was an exceptional salesperson and was completely focused on my needs as a client. [redacted] took the time to ask me what I was looking for. He showed me all of the inventory the car dealership had available, and offered me all the different models of the cars, colors and explained everything to me in detail. [redacted] took the time to show me everything in the car including my service requirements, radio, how to set up bluetooth, and all of the features the car had. He was of great help and guided me to make the best choice. I was highly satisfied with my salesperson and purchase and would HIGHLY recommend [redacted] to anyone!

Unfortunately, we were unable to supply [redacted] a vehicle she had requested to do not being able to meet certain requirements or terms.  Attached is an email from Mr. Al[redacted] outlining the discussion he had with [redacted] which resulted in profanity being used by [redacted]. ...

You can read the details, as well as, the disclaimer for the vehicle they are referencing.  We do everything possible to assist the customer to get into the vehicle of their choice, however, the terms need to be met for that to occur.?

We have been in contact with [redacted] and he requested the monies he stated he didn't receive be sent to [redacted]  A check in the amount of $383 was issued to [redacted] and mailed on July 16,  2015.  A copy of the check is attached.  We apologize to [redacted] for...

the delay in processing his check.

We have been in contact with [redacted] had not mentioned  that he had a Service Contract which, when used for the repair, will cover the majority of it.  We did not realize the Service Contract at first since the vehicle was purchased under a different name....

With regard to the key, [redacted] had the vehicle towed in and dropped in front of the building.  No one brought the key to Service or had the vehicle checked in by one of our Valets.  Even though the tow company did not give us a key, we are going to replace the key at no cost to [redacted] seems satisfied with the outcome for the repair when utilizing his Service Contract and Global's issuance of a key for him.

The initial concern that brought the customer in on March 7, 2016 was that the front subframe had rust perforation.  The technician inspected the vehicle and verified that the right...

front lower control arm anterior mounting bolt was no longer secured to the frame due to the excessive rust.  
The vehicle has previously been subject to a recall, that provided for inspection and the application of a wax protectant to the front subframe.  According to the [redacted] Warranty Vehicle information report, that recall was performed at another facility on September 24, 2009.  Due to the fact that this vehicle had been subject to this recall, Global [redacted] advocated on behalf of the customer, despite the vehicle being nearly three years, and more that 50,000 miles beyond the factory warranty parameters.  A prior authorization request (PA) was performed, and approved by [redacted] to replace the front lower subframe and control arms. 
 
The concern the customer is currently experiencing appears to be from the drive axle.  If the condition was not present before the vehicle was brought in, as claimed by the customer,  then the condition may be resultant from when the control arm separated from the vehicle.  When the advisor was made aware of this new concern on March 18, 2016, the technician determined that the shaking may be related to the wheel alignment.  This service was performed again, at no charge to the customer but appears not to have rectified the concern.  At this point it was determined that the axle was the likely culprit.  The advisor again attempted to advocate on behalf of the customer, and performed a PA request to replace the axle.  The initial PA was declined, because at this point the vehicle was not at the dealership, but in possession of the customer. 
 
The advisor contacted the customer and made arrangements to have the customer return, so a PA request could again be processed, including required photos of updated mileage, and the axle in question.  This PA was also declined by [redacted], with the rationale that the failure of the component was out of warranty by both time and mileage. 
 
It is therefore been determined that the responsibility to replace the axle would be on the customer and it is suggested that it be replaced as soon as they are able to do so.  The dealer is unable to predict with any accuracy how long the axle will continue to function in its current state.  The retail estimate to replace the axle with a Genuine [redacted] part, including labor is $529.95 plus tax.  Should the customer decide to make this repair, Global [redacted] is prepared to offer a 10% discount, as well as provide 1 day of alternate transportation at no charge, as a gesture of goodwill.

Review: I purchased a 2008 Jeep Wrangler on August 24, 2007 from Global Auto Mall in North Plainfield, NJ. The warranty included with the jeep was a lifetime limited warranty on the engine and transmission and would apply to the vehicle as long as I owned the vehicle and a Power Train inspection was performed within 60 days of each five (5) year anniversary. On August 31, 2012 I brought the car to Global Auto Mall for service and asked for the Power Train Inspection as part of the regular service however, it appears the dealer never completed the inspection form which is a mere 4 question form. I was unaware that they had not submitted the form to [redacted] in order for the warranty to remain in effect and as a result, it terminated. I have been asking for the past two years (since I found out the warranty expired) for help is getting this sorted and each time, get pushed off. I called [redacted] and they are saying it is the dealer’s responsibility to complete the form and send it in and that they are independent of the dealers so they can’t do anything since the form was never submitted.Desired Settlement: I want Global Auto Mall to work with [redacted] to get the warranty reinstated and if they cannot get [redacted] to reinstate the warranty, then I want Global Auto Mall to honor the lifetime warranty and reimburse me for all repairs that would have been covered under the warranty for the remaining time I own the car.

Business

Response:

We apologize for the amount time it has taken to respond to Ms. [redacted]'s complaint, we have been in contact with the manufacturer to try and resolve Ms. [redacted]'s issue with the warranty on her 2007 Jeep Wrangler. Unfortunately, [redacted] has denied the re-activation of Ms. [redacted]'s warranty. [redacted] has specific guidelines that are required to maintain the "Lifetime Powertrain Warranty," attached please find a copy from a page of Warranty Bulletin that explains the Powertrain Limited Warranty Eligibility for Ms. [redacted]'s vehicle. Ms. [redacted] purchased her vehicle from Global August 25, 2007, her vehicle has been in our Service Department numerous times for various repairs, however, she did not have her vehicle serviced between November 4, 2010 and February 29, 2012 at Global, so we have no record of the required 5-year inspection process being done during the required time and neither does the manufacturer, therefore, the warranty has been voided.We have tried to work with the manufacturer, unfortunately, our attempts have been unsuccessful.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Please see attached

Regards,

Business

Response:

This is to respond to Ms. [redacted]'s that she is "rejecting" our response to her complaint. Unfortunately, we cannot change our response that note the facts, her request can only be granted by the manufacturer. Ms. [redacted] has been in touch with [redacted] herself, they have issued her a case number and worked on this matter. Our Service Director and General Manager have both worked on this matter and have made every attempt to try and have the manufacturer reinstate the Lifetime Powertrain Warranty but it has been to no avail, without following the guidelines in the owner's manual, the manufacturer can void that warranty.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:It is true that the warranty is held by the manufacturer but the dealership was responsible for servicing the car as requested and failed to do so. As such, the manufacturer has done nothing wrong and the car owner has done nothing wrong, but the dealership failed to provide the service and was negligent. As such, because they failed to perform the requested inspection, the warranty was voided. It is understood that the dealership has discussed the matter with the manufacturer but at no time have they taken any responsibility of rather own negligence. The only party at fault of the voiding of the warranty is the dealership. I have made several suggestions to resolve this including the dealership honoring the warranty as if it were still in place from he manufacturer but I have received no acknowledgement of these offers. What no one has acknowledged is that someone did not do what they were supposed to and as such I am still harmed by no longer having a lifetime warranty on my car's powertrain.

Regards,

Review: While working with the salesman I was given misinformation about features the car has, for example I was told it had Lane Departure Warning, which it doesn't and I could display pictures on the navigation screen, which I can't. I was told I get a free Sante Fe loaner car for service and then when I booked a service appointment three days later to have a remote start installed, I was told they don't offer loaner cars and they don't even have Sante Fe's in their rental car lineup.

I was told by the salesman I could receive a $1,000.00 rebate or 0% financing. My ordeal took 5 hours to complete and when I went to the finance manager, I didn't receive the rebate or the 0%, I questioned the manager and he gave me the runaround, asked me if I knew what I was doing and tricked me into signing the deal at a $1,000.00 higher price.

My other issue is the remote start they installed was not the one the feature on the website. The one I was down has a key fob with 4 buttons, similar to the one I had on a previous vehicle. The one they installed has one button and didn't have two features I wanted and paid for. I asked the device manager Steve to address the issue, called him three times, he told me he was working on it and then after almost two weeks he said it's not his problem, see a salesman. When I went to see my salesman, he was no longer with the company.

I called [redacted] corporate and reported this, I was told I would get a call back the next day and haven't heard anything for a week.Desired Settlement: I want a check for $1,450.00 for the rebate I was promised, I took the 1.84% financing and the incorrect remote start charge.

Business

Response:

The General Manager, Bill M[redacted], has gone over your complaint(s) and has asked if it would be possible for you to come into the dealership with his paperwork to go over the issues with the rebate, financing and the remote so he can resolve the issues you are having. Please contact Mr. M[redacted] at [redacted] to make arrangements for a mutually agreeable time and date.Thank you.

Review: [redacted] listed as the Business Manger on his card, was informed that I already had credit approval and an existing auto loan through my credit union. [redacted] was responsible for shopping out my credit score to a host of lenders without my permission and obtaining an auto loan in my name without my permission. After he did this, he slipped this into the paperwork that I was already signing. -NOW THAT THE DAMAGE WAS DONE- He requested that I sign a contract with [redacted] in the amount of $25,420.80 for an auto loan. When I asked him how I got an auto loan with [redacted] he denied that it was a real loan and said this was simply put into place in case he did not receive a check from my bank. He repeatedly said that the loan was ineffective and would not take place unless they didn’t receive payment for the vehicle. I asked him if he sent out my credit report to a bunch of vendors and he told me No, he did not, and that the only viewers of my credit score was Global Auto Mall. By this time it was late and I was tired so I signed it an told him I would review it the next day because it looked like an auto loan agreement with [redacted] to me, though I never applied for a loan with [redacted]. After reviewing the contract I could not find any information indicating that this was not an actual auto loan agreement. I suspected that to obtain this auto loan, that I did not need or request, he must have petitioned a bunch of vendors without my permission. Shopping out my credit score creates a huge problem for me since it reduces my score. As such, I drew up a written acknowledgement addressed to the 3 credit bureaus that he shopped out my score in error because I already had my own financing through [redacted] and he did not have my permission to do so, that he has received full payment for the vehicle in the amount of $15,600 which was paid via cashier’s check and that there was to be NO auto loan with [redacted]. [redacted] has refused to sign it.Desired Settlement: To rectify this problem I need the letter I gave to him signed and dated. If he were an honest businessman he would have no problem signing it. He had a dozen papers for me to sign, however when I asked him to sign one, he refused. You only have something to hide when you have shady business practices.

Business

Response:

With regard to [redacted] complaint, we would like to apologize for any confusion, however, [redacted] did sign a credit application which allows us to run her credit. When her credit was run it was for the purpose of seeing if we could get her a better rate than the one she already had. This is normal operating procedure and we frequently find lower rates for our customers.

With regard to have our Finance Representative sign a document she typed up, unfortunately, he has the right to refuse. Since she seems to want have confirmation that there is no contract done by Global between herself and [redacted], this will confirm that this is a fact, there is no contract, [redacted] obtained her own financing.

Please feel free to contact us if any additional information is required.

Business

Response:

Once again we apologize for [redacted] feeling like we ran credit reports without her knowledge, however, attached please find a form stating her credit score and another which states "I give my permissionfor any financial institution which will review this credit application to investigatge my credit etc...." both forms are signed by [redacted].

[redacted] used her own financing for her vehicle, in no way was she charged extra or penalized in anyway. Also, the employee she is referring to left Global's employment on November 1, 2013. Her complaint seems to be that he would not sign a document she created which is understandable. [redacted] signed the forms for a credit report, Global did do diligence by searching for the lowest possible rate for [redacted] which you can see she approved of with the signed forms. [redacted] decision was to use her own financing and that is the decision Global honored.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

When businesses resort to shady practices, this is cause for concern.

I walked in the door with my own financing from my bank. Why would I need Global Auto Mall to then obtain financing for me since I already had my own? The person who had me sign the form slipped it into my paperwork AFTER everything was settled and I was awaiting the keys to my car, AFTER waiting for several hours when I was tired and exhausted from waiting and just wanted to leave. He never ever had my permission to run my credit and I told him this at the time when I saw this form. He told me that I would have to sign it in order to get the keys to my car. Being that the DAMAGE WAS ALREADY DONE, I just signed it.

In addition, I spoke to the head of the facility there who blew me off. Why is he now saying the the guy who did this transaction left the organization as if they are not responsibe for what he did?

My loan is through my bank, [redacted], which is the loan I was approved of 3 days prior to going to Global. I do not have a loan obtained through Global Auto Mall, so their insinuations that they obtained a loan for me WITH my consent still remain unfounded.

Regards,

Review: I purchased my vehicle on 8/22/2015 with a temptag that expired on 9/10/2015. I've contacted the dealership several times before the expiration to inquire about my plates. I was continually told for a week they're working on it. I had to rent a vehicle to work on Friday because my job is in the field and looks like I will have to rent again on Monday 9/14/2015 which is unacceptable and I expect Global to reimburse me for having to rent vehicles which I made clear to them. I feel as though they did not at all handle this situation in a professional manner. I've left several messages and many calls that were not returned!!

Business

Response:

Since [redacted] lives in [redacted] the dealership had run into some problems having her Motor Vehicle processed which caused a delay. We have been in touch with [redacted] and sent her a check for the reimbursement of her rental expenses and, in the meantime, she received the documentation and plates she needed. [redacted] expressed that she is satisified with the outcome.

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: I purchased a 2015 Hyundai on Sept. 27, 2014 and purchased an extended warranty on this brand new vehicle at the cost of $1495.00 plus sales tax. I cancelled this warranty 3 days later and was told this amount would be deducted from my car loan even though I purchased the warranty as a separate transaction on my [redacted]. My car loan finally reflected this credit in the amount of $1495.00 but the sales tax was never refunded. After several phone messages to a [redacted] who is the Business Manager who sold me this warranty, I finally reached him and he told me that sales tax is non refundable. I have never heard if this before, whenever I had to return an item that had tax, it was always refunded back. After speaking to another department, [redacted] called me back and informed me that the sales tax would be refunded. This was in the beginning of Nov. and to this date, no sales tax had been refunded. I have left numerous messages with [redacted] and he does not return my calls. I Ieft a message with his Manager and that call was never returned. I will never do business with this auto mall again nor would I recommend them. I am entitled to this sales tax refund. It is over $100.00.Desired Settlement: I would like the sales tax refunded to me ASAP. I can't even dispute this amount with my credit card company because sales tax is non disputable. It seems once I drove that car off the lot, they want nothing further to do with you!

Business

Response:

With regard to [redacted] complaint, please be advised that we apologize for the delay in refunding her sales tax it was due to an oversight of our Accounting Department. I have attached a copy of the check, made payable to [redacted] that is being mailed out today. This represents a full credit of the amount Ms. [redacted] was looking for. Once again, please accept our apology for the delay.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: as of today, [redacted] still has not received this check. I just got off the phone with them.

Regards,

Review: I brought in my car for regular maintenance. After performing an oil change, the technician did not close the oil cap, and as a result, I was driving my car for several weeks with oil spilling on my engine and other parts under the hood. Burned oil fumes started entering the car cabin, and it was so bad that I had to drive the car with windows rolled down. I also noticed oil dripping on my garage floor. When I took the car back, the dealership cleaned the engine and refilled the oil, but I still smell burned oil coming from underneath the hood. It has been several weeks now with no sign of improvement. The service manager has not returned my repeated calls for the past few weeks.Desired Settlement: The service department caused damage to my car and need to fix it, and provide an extended warranty against latent damage caused by their mistake.

Business

Response:

Our Service Manager, Tony Z[redacted], has been in contact with [redacted]. Mr. Z[redacted] explained that the oil was possible residue that would burn off and he asked [redacted] to return with the vehicle so we could inspect and clean the area if necessary, they made an appointment for Saturday, February 13, 2016. [redacted] cancelled this appointment and stated that the oil smell was less each day and no longer noticeable. We feel the matter was resolved and gave the customer the opportunity to return so we could have inspected it, [redacted] agreed that it just seemed to be some residue.