Case #: [redacted] 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 situationIn order to facilitate the acquisition of this vehicle, we procured financing through [redacted] 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 [redacted] for this transactionIn finance transactions, the dealership (Baierl) becomes the intermediary between the consumer and the ultimate funding source, in this case [redacted] Since the original acquisition date, [redacted] 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 paymentsThis information and explanation has been given to Ms [redacted] 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 transactionWe will continue to work toward this end and we believe we should have a final settlement with [redacted] by the end of this week
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] The Revdex.com 08/28/ RE: ID [redacted] Dear [redacted] , 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 [redacted] 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 [redacted] Dear MrB [redacted] 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 [redacted] 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, [redacted] , 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] ’s Automotive on [redacted] 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 [redacted] 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 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 [redacted] 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 [redacted] 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, [redacted] ***
I appreciate the timeline and the detail provided by this customer when looking at the issues involving the RDXThis information has permitted me to work specifically with a number of people internally and with several others at AcuraThe primary issue involving the RDX's braking system is one that has plagued a percentage of these vehicles from there initial production, and while I completely agree that braking is not a unique concept, changing factory engineering doesn't happen quicklyAcura, or any vehicle manufacturer for that matter, requires a largest enough sample of complaints before adjusting a factory process/materialUntil recently, Acura was unwilling to consider addressing this issueIn an effort to provide a possible solution, our service team proposed treating the existing brakes with a process that is not endorsed by the factory, and Acura declined that optionI intended to propose this option to the customer, but after a recent conversation with technical support, Acura would like to install a new type of brake pad on this vehicle to see if the new material characteristics work more appropriatelyThis change would occur at no charge to the customer Someone will contact the customer to see if this solution is acceptableIf not, we are also willing to treat the current braking system as proposed to factoryIt's the customer's decision.Regarding the secondary issue involving the mark on the leather seat, and while frustrating, I believe that matter has been addressedAs the Acura dealer tasked with helping to solve this braking issue with your vehicle, I apologize for the inconvenience and aggravation that we caused throughout this process.Thanks you
I spoke with Dan times on the phone and heard his complaint about the $refund He told me he was due a refund due to not using his extended warranty and he was told that at point of sale he could get a refund if he didn't I asked him if he had any of the paperwork with that and responded he did not I took a week to research it and got back to him and told him I would give him $in store credit and told him and he agreed and came in Saturday picked up the $coupon and promply used it for Service
We have no problem addressing parts that failed in your brake systemWe will not authorize or pay an outside shop to perform the work but we will pay for parts and labor on your brake work performed here at our storeWe will also provide a no charge loaner vehicle for the day while we perform the repairsYou can contact our service department if you accept our offerWe will dispatch this job to our master Ford techncian since you were unhappy with the techncian who serviced your vehicle on your last visitThis is our final offer to resolve this concernWe feel we are being fair and would like to regain your trust by allowing us to repair your brakes with factory parts and labor at no charge to youThank you
I have attached statements from both our Sales Manager, Brad P [redacted] and also our Service Manager, Tim F [redacted] We have taken care of this and paid for her repairs of which we were not responsible for Should you need any additional information, please do not hesitate to contact me
Case #: [redacted] 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 situationIn order to facilitate the acquisition of this vehicle, we procured financing through [redacted] 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 [redacted] for this transactionIn finance transactions, the dealership (Baierl) becomes the intermediary between the consumer and the ultimate funding source, in this case [redacted] Since the original acquisition date, [redacted] 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 paymentsThis information and explanation has been given to Ms [redacted] 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 transactionWe will continue to work toward this end and we believe we should have a final settlement with [redacted] by the end of this week
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] The Revdex.com 08/28/ RE: ID [redacted] Dear [redacted] , 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 [redacted] 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 [redacted] Dear MrB [redacted] 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 [redacted] 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, [redacted] , 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] ’s Automotive on [redacted] 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 [redacted] 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 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 [redacted] 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 [redacted] 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, [redacted] ***
I appreciate the timeline and the detail provided by this customer when looking at the issues involving the RDXThis information has permitted me to work specifically with a number of people internally and with several others at AcuraThe primary issue involving the RDX's braking system is one that has plagued a percentage of these vehicles from there initial production, and while I completely agree that braking is not a unique concept, changing factory engineering doesn't happen quicklyAcura, or any vehicle manufacturer for that matter, requires a largest enough sample of complaints before adjusting a factory process/materialUntil recently, Acura was unwilling to consider addressing this issueIn an effort to provide a possible solution, our service team proposed treating the existing brakes with a process that is not endorsed by the factory, and Acura declined that optionI intended to propose this option to the customer, but after a recent conversation with technical support, Acura would like to install a new type of brake pad on this vehicle to see if the new material characteristics work more appropriatelyThis change would occur at no charge to the customer Someone will contact the customer to see if this solution is acceptableIf not, we are also willing to treat the current braking system as proposed to factoryIt's the customer's decision.Regarding the secondary issue involving the mark on the leather seat, and while frustrating, I believe that matter has been addressedAs the Acura dealer tasked with helping to solve this braking issue with your vehicle, I apologize for the inconvenience and aggravation that we caused throughout this process.Thanks you
I spoke with Dan times on the phone and heard his complaint about the $refund He told me he was due a refund due to not using his extended warranty and he was told that at point of sale he could get a refund if he didn't I asked him if he had any of the paperwork with that and responded he did not I took a week to research it and got back to him and told him I would give him $in store credit and told him and he agreed and came in Saturday picked up the $coupon and promply used it for Service
We have no problem addressing parts that failed in your brake systemWe will not authorize or pay an outside shop to perform the work but we will pay for parts and labor on your brake work performed here at our storeWe will also provide a no charge loaner vehicle for the day while we perform the repairsYou can contact our service department if you accept our offerWe will dispatch this job to our master Ford techncian since you were unhappy with the techncian who serviced your vehicle on your last visitThis is our final offer to resolve this concernWe feel we are being fair and would like to regain your trust by allowing us to repair your brakes with factory parts and labor at no charge to youThank you
I have attached statements from both our Sales Manager, Brad P [redacted] and also our Service Manager, Tim F [redacted] We have taken care of this and paid for her repairs of which we were not responsible for Should you need any additional information, please do not hesitate to contact me