Goben Cars

Made contact times with CustomerWe agreed to disagree with condition of carHe understood our viewVery shortly after the car sold to another person from the same state ~ days later

When Ms*** originally purchased the vehicle from us we did repair a crack in the bumper which we do hundreds of times throughout the year on various cars and never have them come back with any issues. When Ms*** showed up to show us the damage on her car the grill was missing, the bumper was smashed and clearly needed to be replaced. This obviously wasn't because of a previous repair, the vehicle had been in some sort of an accident. Goben Cars does not cover customers wrecking their cars nor do we offer automobile insurance. Ms*** was told to call her insurance company and make a claim as the vehicle clearly was in some sort of an accident. Any insurance adjuster/body shop would be able to tell this by looking at it. Goben Cars is not interested in helping in any way shape or form as we did nothing wrong. It is unfortunate that Goben Cars ends up somehow looking like the bad guy in this situation. Sincerely,*** ***GM

In response to id # *** *** bought a caliber from us 09/18/He called me sometime in later out of warranty and complained about a flat tire. I told *** our warranty is a day POWER TRAIN warrantyIt doesn’t cover tires or an alignmentAs a good will jester I
told him I would get him tires at my cost even though He is out of warrantyAnd It would not be covered if it was under warranty anywayWe pu the tires on at our costAt no time did we promise or say we did an alignment as I do not even have an alignment rackHe may have been told to go get an alignment, but was in know way told we performed oneAny and all repairs he is told need to be done are out of warrantWe are done doing anything for Mr*** since the good will we did in the tires just got us a complaint to Revdex.comThank you, *** *** ** *** *** ***

We have done everything possible to make sure Ms*** is happy. She had left items in her traand after it was sent to the auction we were able to still retrieve them for her. We had replaced the front and rear brakes on the vehicle and it went through a complete safety
inspection. There was a clicking noise when the new brakes were applied and most of the time that will go away (which it did) after you drive the vehicle for a few miles. I have personally drove the vehicle and drives very nice. There was an instance where Ms*** had shown up and wanted us to look at her vehicle but unfortunately I did not have a loaner vehicle available. She was very rude and snarky but I assured her the vehicle was safe to drive (which it was) and she could bring it in on Thursday and I would have a loaner car for her. When she dropped the vehicle off that Thursday, we proceeded to a complete brake job and we used a different type of pads that are quieter so it no longer made noise when applying the brake. I called her to let her know that her vehicle was ready and she was very rude on the phone and stated that she was going to contact the Revdex.com. I told her I understood her frustration but I assured her the vehicle would be up to her satisfaction now. As far as the seat issue goes, there was a trim piece on the side of the seat that was missing and we replaced that for her. At no point was it implied that the seat would move up like a barber’s chair. I even did some checking to see if a power seat could be added for her and unfortunately that was not an option since the vehicle was not wired for a power seat. At this time we feel we have done everything we could to try to make sure Ms*** would be satisfied. Unfortunately we can not take the vehicle in return due to the fact the vehicle has already been financed and titled. Sincerely,*** ***Goben Cars

Mr*** bought a PT Cruiser on 2/5/2016. The vehicle was sold AS IS as stated on the signed Wisconsin State buyers guide from her. Two months latershe called about her car over heating so as a good will gesture and a good will gesture only we told her to tow the car to Goben
Cars. At that point she stated she had no money for a tow. We told her specifically do not drive the car without any coolant which appeared to be what she had been doing for the previous month or so. So instead of telling her the car is AS IS which in hind site is what we should have done, we told her to tow it to *** on South Stoughton Road in Madison. At which point from *** we were told the engine may or may not be damaged due to running it without coolant. The radiator had a hole in it so out of good will we paid *** over $to help Ms*** get back on the road. Again the car was sold AS IS without a warranty. Even if it had our standard day warranty, running it out of coolant is not covered. Sorry we ever got involved.*** ***Goben CarsGeneral Manager

We have contacted the customer and have come to an agreement on resolving the issue.Thank you

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
While I can't deny what my fiance has said, she was upset and I had apologized for her attitude, He assumed I was to give him the same attitudeI was 100% understanding on his defense for the kind of attitude he was given, but when he started to give me the same attitude and tell me that "he doesn't have to fix my car" and "doesn't care where I take my care to get it fixed, i'm not getting it fixed there!" when its under warranty is by far sub-par serviceNot to mention, I was told that if my fiance was to come with me, they would refuse service and ask us to leave.I had to call the East side Goben cars and see if I could get it fixed there because of the attitude and service I had gotten from the West side Goben, I was afraid to take my car thereI spoke to a gentleman named ***, and he was by far more helpful and understandingHe called over to the Goben West location and got things figured outHe apologized and understood where I was coming from and I understood where he was coming from.When I initially had taken my car to the Goben West location, I had told them that there was an oil leak and it was coming out of my engineI had taken it to a family mechanic to see what the issue wasI was told it could be the OIL VALVE COVER GASKET, A pretty standard partI was then told by Goben West that it was my dipstick hanging out? When I spoke to *** from the East Side Goben, he asked me questions about my car that the nice people over at the West Side Location did not*** had asked me: What kind of vehicle, How many miles, Do I have the 1.8L Engine or the 1.4turboI have the turbo, in which *** from the East Side Goben stated that the Cruze Turbo engine is notorious for oil leaks of this natureI asked if it could possibly be the dipstick, in which *** stated, "There's no way there would be the dipstick with that much oil leaking." If you're going to be a be a car dealership, at least know the engine specs of the cars you sell. Not to mention, the loaner car I had gotten the first time was a Toyota Corolla, which I later found out that had been soldSo I had to drive back to the dealership to exchange it for a Ford Taurus, which had over 200k on it, and that car BROKE DOWN on meI had to go back again to get a Nissan Versa, which drove just fineYou can keep your loaners. I manage a *** *** in *** ** and I have dealt with plenty of unfriendly customers and have been swore at, in which I have never turned them to the doorAs a *** ***, it is your job to lead by example for your employees and defuse the situation, not hang up and tell them to "stay away from the store." Completely unsatisfiedI'm confused as to how they can still expect me to come to the dealership after all this
Regards,
*** ***

1/18/2016***’s boyfriend stopped by the dealership to talk about the issues he was having with his girlfriend’s car. He stated that she was having issues with the cooling system of her Dodge Journey and needed to replace the heater core. He asked if we could replace the heater core if
he paid for it. I stated that we don’t usually do cooling system repairs here and that we usually send them up to***. I told him that *** would most likely be his best choice to get the vehicle repaired for a reasonable cost. He said that he would contact them and he appreciated the help. At that point he proceeded to look at a new vehicle with one of our salesmen.1/19/16We received a complaint from the Revdex.com regarding this issue. I called *** regarding this issue and explained that her boyfriend stopped by the dealership and we had talked about the problem. She stated that she did not want to pay for the repair of the problem. She said that she had not had heat in the vehicle since she purchased it. I asked her why she didn’t contact us right away regarding the heat issue and she said she had other repair shops look at it instead and felt it wasn’t a major issue. *** purchased the vehicle January 30, (almost a year) and this is the first time we were aware of any issues with the vehicle. The customer stated that they had the vehicle checked out at a Ford dealership who told the customer that the vehicle had some sort of previous head gasket repair (by dumping stop leak) into the cooling system. I explained to the customer that Dodge has had some cooling system issues with their vehicles and that sometimes the coolant can gel up in the cooling system. If the vehicle was taken to the Dodge dealership they would know right away if it was a manufacturer issue. This is not something a Ford mechanic would be aware of since they do not have access to the latest information & TSB’s from Chrysler. When the vehicle was inspected January 21, we found no issues with the cooling system and found it to be operating correctly. When the vehicle was sold a day / 3,mile powertrain warranty was included If the customer had contacted us during the warranty period we would have been more than happy to resolve the issue. We never had that opportunity and we were never contacted until today. Due to the fact we are way out of warranty the best thing we can do is direct the customer to a Dodge dealership or ***

Mr *** needs to make an appointment at our westside storeThere is a $deductible plus tax, as per the Goben warrantyThere will be no loaner vehicle availablePlease be advised that our warranty restrictions apply to everyoneWe are not and will not be treating this issue any different than any of the many 1,000’s of service isssue’s we have dealt with successfully in the pastI feel we have responded enough on this issue, and it should be resolved buy nowIt’s very simple, ALL WARRANTY WORK MUST BE DONE AT GOBEN CARS WEST

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Made contact times with CustomerWe agreed to disagree with condition of carHe understood our viewVery shortly after the car sold to another person from the same state ~ days later

The dealer admitted that there was a known cooling system problem witch means they knew thisThey were the one to tell me what was wrongIt was already going one when I bought the truckThe sales rep didn't let me know that the heat wasn't working when I test drove and seeing as this was my first car I ever got off lotI didn't know to look for thatThe sales rep tricked me into getting it is feel because he knew it wasn't blowing cold air on the passengers said he was onI want it fixed due to its all have to be replaced and was an issue from day

Mr*** filled out a credit application with Goben Cars Middleton to inquire about financing a used vehicle. As Mr*** stated, he came in and filled out his credit application which clearly states that it is used to obtain credit from financial institutions. It is common practice in
our industry that when one bank turns down a customer for credit, we send it to different banks to try and obtain credit. We do not send it to just one bank if that bank turns down the application the first time. Mr*** is upset that several banks have turned him down, we advised Mr*** that if he doesn't want banks turning down automobile loan applications to please stop filling out credit applications at car dealerships. Goben Cars sells over cars a month in Madison and Middleton and handles every deal the same way, yet Mr*** is the only complaint.Goben Cars did nothing wrong in this matter and will continue to do business legally as we always have. Our resolution for Mr*** would be for him to stop filling out credit applications if he does not want his credit run.Sincerely,*** ***Goben Cars

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The General Manager says I understand Goben Cars ViewNo, I dont The situation was not handled correctlyI wasted time and money to travel to Madison to find the car in poor conditionNot like the salesman had stated many times.For $they should make it right if they are a honest company
Regards,
Ted ***

Mr *** needs to make an appointment at our westside storeThere is a $deductible plus tax, as per the Goben warrantyThere will be no loaner vehicle availablePlease be advised that our warranty restrictions apply to everyoneWe are not and will not be treating this issue any different than any of the many 1,000’s of service isssue’s we have dealt with successfully in the pastI feel we have responded enough on this issue, and it should be resolved buy nowIt’s very simple, ALL WARRANTY WORK MUST BE DONE AT GOBEN CARS WEST

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***Revdex.com, I have several issues in regards to the response from GobenThey immediately address the coolant of the vehicleThe coolant was checked several times to see if that was the problemThe coolant overflow where it is typically checked was fullWe had a oil change done within a few days of it overheating- we would've been notified if it was unsafe to drive if there were no coolantPlus, they are indicating that the car might not have has any for a monthThere is no reason to claim we had been doing such a thing except to try to place blame on someone other than themselvesNowhere in the response do they show us how the car was thoroughly inspected before it was sold-which is what I have been trying to state all alongInstead, it seems like they sold a car with a severely compromised radiatorWhen we were at Goben we asked several times if the car had been checked outAs I previously noted, the mechanic at *** said he noticed that the car didn't create enough heatThe car was sols AS ISAt the time of sale, we understood the AS IS meant it had passed their standards which obviously don't have anything to do with how efficiently the engine ranThis issue did not start while we were driving it, but after speaking with the mechanics, it is clear that the car was never in good and safe condition from the time of saleI have a year old daughter and I myself am in a wheelchair from a SCIIf there was a concern, I should have been notifiedSince they didn't disclose, they either didn't check the vehicle thoroughly enough before listing it for sale or selling vehicles with underlying problems has become a habit of theirsI would have immediately address the heating issue if I had known that the vent's air was an indication-but like I said I was assured that I wasn't to worryAnything that happened in the aftermath is a result of an incompetent inspection at the dealershipAnything stated about work done on the car as "good will" was not about treating me right, it was meant to put a band aid on the problem resulting from the inability to stand behind their productI too am sorry we got involved with them from the point of sale.*** S

Unfortunately we can do nothing more for Ms***. The vehicle was inspected before the sale and passed that inspection. The Wisconsin Buyers Guide was signed by her stating that the car was sold AS IS. We did the best we could for Ms*** on a AS IS vehicle

We have contacted the customer and have come to an agreement on resolving the issue.Thank you

Mr***, I'm sorry that we don't feel that the CTS was in the "poor" condition as you state in your complaintI SOLD that CTS days later to a couple from your state, infact he drove hour further and raved over the condition and bought it on the spotI again am sorry you did not find our CTS to be the one for you, however we feel we did NOT do anything wrong and wish the best to youTim *** GM Goben AutomallMr***,I'm sorry that we don't feel that the CTS was in the "poor" condition as you state in your complaint. I SOLD that CTS days later to a couple from your state, infact he drove hour further and raved over the condition and bought it on the spot. I again am sorry you did not find our CTS to be the one for you, however we feel we did NOT do anything wrong and wish the best to you.Tim ***GM Goben Automall