H & H Auto Towing Inc.

I spoke to the customer today and resolved this issue giving the customer the crossbarsThey are on hold for the customer in our parts department and the customer is aware and said they will be picking them up tomorrow

This customer called and spoke with FinanceThe contract has expired and there is no refund to be hadHowever, the GM has offered to give her a credit towards a new vehicle

Our Customer Relations Manager spoke with the complainant and apologized for the inconvenienceThe complainant came into Dulles Motorcars and picked up his tags

Dulles Motorcars has three franchises that operate under Dulles MotorcarsThey are Dulles Chrysler, Dodge, Jeep, Ram, Dulles Kia and Dulles SubaruMailers are sent out from time to time with an estimated trade in valueItems that can affect the value are: millage on the vehicle, dents, damage,
poor tires, excessive wear and tear, etcThere are also other things to consider for everyone who purchases a vehicleUntil a customer comes into a dealership and provides that dealership with their loan information on their vehicle no one knows how much is owed on that vehicle or the credit rating an individual holds, as we have no access to that information, unless provided to us by that individual. Many times customers come in to look at vehicles that they just can not afford in general and /or have negative equity from a trathat has to be rolled into a new vehicle loanThus, effecting the payment on their new vehicle loanHaving said that, without seeing the ad that was brought in we cannot answer any furtherAlso, the contact information that was given in this complaint is not in our system in her name or phone numberIn order to look into this further we would need the contact information given along with the timeframe they were here

On 2/19/the complainant dropped off their vehicle at
Dulles Motorcars and wrote on the drop off sheet “engine Lags when accelerating
rapidlyPlease diagnose and let us know the cause and cost to repair.” Our service advisor called the complainant
before he brought the vehicle into the
shop and was told they had already taken
the vehicle to *** and they *** said the catalytic converters were bad and
needed to be replaced
Our technician could
not even make it half a mile down the road with the vehicle when he first tests
droveOur technician had said that the oil pressure sensor drops to zeroHe also
stated it had an exhaust leakUpon inspection and diagnosis the technician
removed both catalytic converters and took it for a test drive and found no lag
on acceleration or restriction to the engineThe technician recommended replacing
both clogged catalytic converters, osensors because they were damaged due to extreme heat,
and the exhaust manifold gaskets due to
the leak
Also upon inspection we noticed the oil pressure dropping to
zero and recommended that we should start by replacing the oil pressure switch
and then go from thereThe service advisor had contacted the complainant and
went over the diagnosis of the lag on acceleration and also the oil pressure
dropping to zeroThe complainant then stated he was not concerned about the
oil light coming on because it had been doing that for years and to go ahead
with the other recommended servicesWe gave the customers the pricing and they
approved the work to be done
The complainant stated
in his complaint overview that there were a lot of issue’s with the truck and
one of the complaints was the oil gauge going outThe complainant only wanted
us diagnosing the acceleration issueWhen the advisor even mentioned about the
oil pressure gauge going to zero not knowing that they have had a prior issue with
the oil gauge the complainant dismissed us looking into it and said it’s been
doing it for years
The complainant stated they thought this
repair would fix all the issue’s the truck was having in their complaint to the
Revdex.com but denied a repair we recommended to start withWe did
not mislead the complainant in anyway

[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]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because I still feel that I was overcharged for this service.  I know that it did not take 2 hours of labor to repair the door as the car was ready for pick up less than 2 hours after the diagnosis was reported.  Furthermore, I believe that the cable and regulator were not broken before taking the vehicle in for service, only that the window had gotten off track.I have tried to have a conversation with several on-site representatives about this matter and been met with defensive, belligerent comments.  One even hung up on me!  As the customer, I feel that this business is not taking my needs and concerns into account; instead of listening, they tried to yell over me to tell me how wrong I was.  This whole experience has left such a bad taste in my mouth. It's shameful that this business couldn't care less whether I am satisfied or not, or whether I would recommend them to others.  At this point, I don't know what else to do, which I why I've reached out to the Revdex.com for help in this matter.  Regards,
[redacted]

The complaintant was able to resolve this issue with us and everything has been taken care of. Thank you,Jennifer B[redacted]Customer Relations Manager

The complainant purchased a 2016 [redacted] on 2/24/2016
from Dulles Motorcars. The complainant called back on 2/25/2015 and said she
just realized her vehicle did not have a sunroof in it like her husbands(which
was purchased recently as well) the sales manager told the complainant we...

have
a company that does sunroof installations and we would be willing to give her
our cost for this. The complainant was quoted $990.00 for the sunroof and we
set up an appointment with service. The complainant was also having sidesteps
installed and had issues with her door locks so it was to be in for service at
our location as well. on the day of the appointment the complainant was asked
by our service advisor if the items she
was having done were part of her deal and she said she was taking care of the
sidesteps. Usually when a customer purchases a vehicle the aftermarket accessories
would have already been paid for in the deal so this was a little bit of a
unique situation.
When the service
advisor took the work order to the cashier it showed only the side steps pricing
on it which we also gave the customer a $200.00 gift card to use towards that
as well. When we did get the bill back from the installer we noticed we
misquoted the complainant saying our cost would be $990.00 when it actually
cost us $1199.00 but we understand we quoted $990.00 and Dulles Motorcars would
pay the difference. When the accounting department realized the sunroof was not
paid for and was accidently put in as internal on the bill we contacted the complainant
to let her know we made a mistake and would like to collect the payment. The complainant
stated her bill said internal so that’s why she didn’t pay for it. We asked for the agreed upon payment and she
did not want to pay for it and said she would have paid for it if it was on the
bill but it wasn’t on the bill. We do have the invoice for this if she would
like a copy.
With the $200.00 dollars we gave as gift cards for the
sidesteps and the $209.00 more we paid for the sunroof to be installed we have
already put $409.00 towards the accessories the customer decided to purchase
herself after her car deal was final. If the complainant would like to come by
and pay for the sunroof we do have the invoice available for her. We understand
our service department thought this was included in the deal and did the work
order incorrectly but we still need to receive the agreed upon payment as this
was not included in the car deal.
v

[redacted] is correct. I have talked to [redacted] and we are going to schedule the repair tomorrow, once he sees what date works best for him.

From: [redacted]<[redacted]@[redacted].com>Date: Thu, Jun 30, 2016 at 4:12 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] is very disappointing.  I feel that the Revdex.com is biased towards businesses, and has done next to nothing to assist me.  I gave a detailed dispute to the business' response which you just ignored and did nothing about.  You are as much help as Dulles Motorcars was in assisting me with this issue.  There appears to be no point in taking this much time to write up a complaint!

[redacted] brought in his 2008 [redacted] on 12/9/17 with the concern that the drivers window was stuck in the door after he rolled it down. After our licensed technician diagnosed the problem the customer was notified. At that time, [redacted] was also notified by our Service...

Advisor of the results from the free, complementary multipoint inspection that Dulles Motorcars preforms on every vehicle that is brought into our shop. When [redacted] was notified of the items(*)found and the cost of all repairs, [redacted] declined everything but the repair of his window. As a certified [redacted] Dealer we use [redacted] products that we can back 100%. We will not, and do not, use third party products. [redacted] was given a detailed, broken down receipt stating what he was charged.Front Door Regulator $153.26Labor                       $318.00Oil Change               $29.29Oil filter                   $15.00Shop Supplies          $10.91Sales Tax                $11.61Total of                  $538.07At this time we also ordered a warranty recall item (wireless ignition node module) for his vehicle. [redacted] is probably correct that he could have purchased a third party part for a lower cost than the [redacted] product. As I have not researched aftermarket parts to look at costs, we are not in the business of using aftermarket items. We have certified licensed technicians that use [redacted] parts approved by [redacted] themselves.[redacted] has asked for a refund that he approved. We also did not charge [redacted] for a diagnostic fee. We provided [redacted] with the service that he requested along with a FREE multipoint inspection so he understands the true needs of his vehicle.* declined repairs from [redacted].Air Filter Dirty $40Power Steering Fluid Dirty $170Transmission Fluid Dirty $285Spark Plugs and wires $450Lower intake gasket leaking $580Radiator leaking $970Oil pan leaking $365Right front axle sliding grease $790Front motor mount broken $270Tires $435Alignment $90Exhaust leak $875

The complaintant left a voicemail earlier today asking if we could set up a time to speak about this. I called back and left a voicemail to set up a time to meet. The complaintant knew the sunroof was being put in her vehicle on the day she came in. The complaintant knew that the cost of the sunroof was $990.00. The cost was not added on to the bill by our mistake. The Warranty issue with the locks have nothing to do with the price of the sunroof or the complaintant not paying for the sunroof. The locks would have been fixed by now but the complaintant told us that she was taking her vehicle to another dealership to have this taken care of.

[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:
This is completely not how the sequence of events happened... Yes I bought my [redacted] on February 24, 2016, but I came into the sales office on February 25, 2016 to retrieve my [redacted] which was accidentally left in the car that I traded. While I was standing and waiting for my [redacted] several people asked me how I was enjoying the car. I replied that it was cool but on my drive in I noticed that it wasnt exactly like my husbands as requested which included a sunroof and that I needed to give them a little crap for it. Sales guy went on to say that one could be installed very quickly and would I like to make an appt for sometime the next week? I replied with I'll have to talk to my husband about timing as we were planning to go out of town. By lunchtime the same day neil called me asking if Tuesday would work and I agreed the date would work but price, location of my car, and timing for the service all were not discussed. As the day goes on (still within 24 hours of driving my car off the lot after purchase) I notice at lunch and at the time I was leaving to go home that my driver side door IS NOT LOCKING. At one point from manually trying to lock it I locked my self out and had to climb in another door and over seats to get behind the wheel and I'm pregnant. I immediately drove to Dulles Motorcars for them to let me know what's going on because I refuse to get into my brand new vehicle in that manner. It was close to closing time and they still took a look at it for me in the service department which I definitely appreciate but there was nothing they could do at the time. Seeing as how I had a Tuesday appt already they would dig deeper into the issue at that point. I was also told it was an easy fix and the actuator needed to be switched out. Come Tuesday I dropped my car off and went on with my day that night I was playing around with the uconnect app and looked up the car locator to find that my car was in Rockville, MD and my door was not locking and I was not able to protect anything I had in the vehicle, this was a huge shock to me since I thought the car was at the dealership with the locked being worked on. I of course called and was told the place they deal with was not local infact and they were sorry no one explained that to me. I was livid because not only was my car not locking but someone used my gas and took my vehicle out of state and didn't tell me. Then I was accused by Rico the sales advisor of not bringing my car in prior to Tuesday to have the lock diagnosed/fixed before it went out for the sunroof when all they had to do was say it needed to come in. Excuse me but no! I was told the lock was and easy fix and the part needed to be ordered on top of me having a good track record of complying with them since my husbands brand new [redacted] had to go back and forth several times for upgrades to the electronic system and to have the key fobs replaced and I never once gave any issues about bringing the car since I'm generally in the area it was easy for me. During the time my car was gone for sunroof and locks I inquired about foot rails to ease getting in and out of the car. Rico printed out the picture and total price we walked together to see if they were instock and I agreed to get them. Upon picking up my [redacted] that still doesn't lock Rico explained that he was sorry about the miscommunication over the location of my vehicle and the fact that he didn't communicate lock diagnostic time with me very well he wanted to give me something to help out with the foot rails and handed me four $50 off coupons as he escorted me, my husband and our children to the cashiers desk said that he would have had the money taken off the bill but I needed to be the one to present the coupons he could not. Rico and I never discussed the cost of the sunroof or the sunroof in general outside of me being dissatisfied with not being told my car was in Rockville, and further more if I a customer off the street can come into the service department and tell the advisor what I will or won't pay for you have yourself a bit of a staff problem not a problem with me. I say all of that to reiterate that I was not asked to pay for the sunroof, I had clear communication about the foot rails which I paid for because the communication and expectation were both there. I was under the impression that the sunroof was at the cost of Dulles Motorcars from the time that the appointment was made through picking up my car and receiving an invoice that stated I owed for the foot rails but showed zero cost for the sunroof and even into two weeks after getting it installed until they called and said I failed to pay for the sunroof. Let me also add that in three weeks Dulles Motorcars was not able to resolve my locking issue and it doesn't feel like they care to and I have opened a case with Chrysler. I do not feel safe having to look in my trunk and backseat before allowing my children and myself in the car because the door does not lock on my 2016 [redacted] now a month old. Dulles I will gladly look at whatever invoice you have but I would like for you to acknowledge the invoice that I have stating zero dollars owed for the sunroof on my part. If a mistake was made on your behalf let's talk about it and resolve it rather than calling me a liar. 
Regards,
[redacted]

Dulles Motorcars is transparent in all of our transactions.
Our Business Manager explained to [redacted] how the loan process works and
that he would not get approved for the loan on his own. [redacted] then had
his mother come in and co-sign for him. We provide the bank with all of...

the
information they need to process the loan request. This includes pay stubs, provided
to us by the consumer. We do not nor did not ask our customer to lie to a bank.
At one point, [redacted] did question our Business Manager regarding
a $9,000 rebate, as he thought it was not given to him. [redacted] was given a
$9,331 rebate which essentially zeroed out his negative equity of $9,100.
We have multiple texts back and forth from [redacted] and
our Business Manager. Many were from [redacted] asking the status of his loan
and many from our Business Manager updating [redacted] on the status of his loan.
Once [redacted]’s loan was approved we essentially had no further contact with
him up until 9/27/17 when [redacted] sent our Business Manager a text saying
he wanted to return the vehicle. Then this complaint was made.

No I was not provided any paperwork stating that the rebate was given I was only verbally told that there was a rebate to cover the negative  Equity on my previous car I had told him many times expressing my concern when AJ Was saying that it would be fine that it would work out. But he never told me about all the random nonsense he added in for the new car to cover negative  Equity

Good Afternoon,The check had been sent to the lender and the customer has been notified. We are sorry about the delay.Warmest regards,Jennifer B[redacted]Customer Relations Manager | [redacted]107 Catoctin Circle SE | Leesburg, VA 20175###-###-#### Direct| ###-###-#### FaxKia, [redacted]...

[redacted]