Hassett Lincoln-Mercury Sales, Inc.

Review: I have decided to cancel my new vehicle order and have contacted the [redacted] numerous times. However, he has not called me back.

The Sales Rep ([redacted]) and the [redacted]) both guaranteed and assured me that my security deposit is fully 100% refundable no [redacted] what. (Keep in mind that I decided to cancel my order about 2 weeks in).

I showed up to the establishment to see if I can see [redacted] in person so I can get this issue resolved. However, I was told he was gone for the day. This was a major inconvenience for me as this was out of the way for me and I needed someone to drive me there.

[redacted] was unable to refund me my deposit because it required the [redacted] to be there in order to process my refund. I have tried to call [redacted] numerous times and left him a message to call me back in regards to the refund but I have yet to receive any acknowledgement.

I also confirmed with [redacted] that I would definitely like to cancel my order as well but once again, he was unable to process my refund.Desired Settlement: I would like to have my $500 security deposit refunded back to me via the phone as I can not come back in person.

Business

Response:

[redacted] (SUBARU [redacted]) SPOKE WITH THE CUSTOMER TODAY. WE ARE GOING TO CREDIT CUSTOMERS DEPOSIT. CUSTOMER SAID THEY WOULD CONTACT Revdex.com TO REMOVE THE COMPLAINT. BTW THERE WAS NO ISSUE WITH REFUNDING THE CUSTOMERS DEPOSIT, NOT SURE WHY HE CONTACTED Revdex.com. [redacted]

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 and the matter has been resolved. The dealership has refunded me my security deposit via the phone.

Sincerely,

Review: I bought a 2008 Mercury Mariner from this dealership in February 2009. I purchased an extended warranty for $1,515. When I purchased the warranty I was given a one page (front and back) copy of the contract. On August **, 2013 my car did not turn on. I tried several times and eventually got it to start. The check engine light was on. I was nervous to drive too far so I drove to my local mechanic a couple of blocks away. After the car was inspected by the mechanic it was determined that I needed a new oxygen sensor. I gave the mechanic permission to replace the part. After I returned home that morning I called the warranty department and found out that this part would only be covered if it was repaired at a Ford dealership. The customer service representative said that was in my warranty contract. I reread the contract and it did not appear anywhere in the copy of the contract that I had in my records. The customer service representative said I could go to the dealership with a copy of the receipt and a letter containing an explanation of what happened and the dealership would submit a claim for me. I did that. The claim was denied because the work was completed outside of the "terms and conditions" of my contract. I called several people in this company and found out that I was missing several important pages of the contract. I called the dealership where I bought this car and the owner of the dealership agreed that the contract is only 1 page and that he wasn't sure what they were talking about. After being bounced around many times, no one was able to make an exception to the contract based on the fact that I never received the pages that included these terms and conditions. If I had those pages I would have known that I was eligible for a free tow to the dealership and that the car would be fixed for free (less my $100 deductible). The bill is for $212. I should be reimbursed for $112. The owner of the dealership is [redacted] ###-###-####. Claim reference # [redacted].Desired Settlement: The dealership failed to provide me with all the necessary information when I purchased the extended warranty and therefore should reimburse me for this bill ($112). If I had the additional pages of the contract I would have been able to make an informed decision and had my car towed and repaired at a dealership free of charge.

Business

Response:

The customer has a Ford motor Company Extended warranty and all covered repairs must be done at any qualified for of lincoln delaership. Repairs performed by aftermarket mechanics and or aftermarket parts are no covered under this extended warranty contract. Hassett as a dealer has no control or authority over the contract issued by ford motor company. However as a courtesy to the customer we attempted to appeal the denial decision by ford and the claim was again denied by ford even through our appeal process. Fords rules on these contracts are cut and dry and all repairs must be performed free of charge by a ford or lincoln dealer. The customers complain should be against Ford themselves not Hassett as a dealer. Any question I can be reached at ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Ford is not liable for this reimbursement because the terms of their warranty contract do not cover this repair because it was not done at a dealership. The dealership is liable to reimburse me because they did not give me a complete copy of the contract which included the terms and conditions of my warranty contract. The [redacted] of the dealership admitted that the paperwork given to customers is only 1 page (front and back). In reality the contract is at least 3-4 pages long and includes all terms and conditions. Ford told me that I was supposed to receive a copy of the entire contract but I did not. If I had a copy of the terms and conditions I would have been able to make an informed decision about where to get my car repaired.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The dealership provided every customer with complete transaction paperwork at time of vehicle delivery once the customer signs necessary documents. Customer is accusing us of not giving the paperwork to her however has no proof that she did not receive it. Obvoiously the customer was aware and understood that they purchased an extended warranty on the vehicle in question. That being the case A simple phone call to the dealership prior to performing or paying out of pocket for a possible covered repair would have been very benificicial to the customer. Personal responsibility on the customers behalf to research waranty coverages with any dealer in America would have also served benificial. The dealer cant be held responsible for consumer error and bad judgement. Thank you for you cooperation in advance

Review: My husband and I were shopping for a car, and we left a $500 deposit on a car at the Hassett Ford Lincoln Subaru dealership located at [redacted]. We left the deposit with the understanding that the deposit was refundable, as stated in the contract we signed, if the financing through the dealership was not acceptable to us. The [redacted] came back to us with a financing deal we could not accept, and we decided not to purchase the car. I have requested a credit to my Visa card in writing 2 times, and left several voice mail messages. The dealership has not responded in any way. Please let me know if you have any further questions regarding this matter.Desired Settlement: $500 credit to my Visa card

Business

Response:

Hassett refunded the customers deposit in full on 2/**/14. but I will have you know the customer fabricated the story they gave you. There was no change in finance terms, they got the deal they wanted. Nothing changed and we went out and bought a car for them. I believe they bought a car somewhere else and just tried anything to get their deposit back. If you need any additional info please contact me.

###-###-####

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 and the matter has been resolved.

Sincerely,

Review: On 7/** I took my Subaru Legacy for an appointment at Hassett Subaru to check for a recall on the brake line. My car was running like new/very quiet when I left it. Their [redacted] called at around 10:30am and informed me that my car was ready. He said, they took care of the recall and did a free multi-point check-up on the car and that everything is good and it's ready to be picked-up. When I came to pickup the car at 4pm, it was difficult to turn my steering wheel and there was a loud noise when it the wheel is turned. I came back in the ofc to inform them and asked for them to check. I was concerned if it would be safe to drive it. They refused to check and told me all mechanics left at 4pm and I should make another appointment. I think this is a neglect on Hassett's part. I called Subaru of America customer service to see if they can help, but no response yet. I did not drive my car since 7/**, but will sched to have it repaired next week by a different mechanic who I can trust.Desired Settlement: Once repaired, I am hoping that my repair expenses will be reimbursed and apology for the inconvenience.

Business

Response:

Hello [redacted], I am responding to complaint Id# [redacted]. This was the first time we have seen this vehicle in our shop.

This vehicle came to us for a recall on their brake lines. We inspected the brake lines, found they were o.k. and applied the

rust proofing to prevent any issues in the future with those lines. We performed no other work to the vehicle and the recall did

not affect her steering at all. The vehicle has over 63,000 miles on it. Their noise was not related to anything Hassett did. Any questions you

can contact me at ###-###-####. Thank you [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is regarding my complaint against Hassett. Above referenced complaint is not yet resolved.

I apologize for the delay in my response. There must have been a email delay in my server because I just saw the Revdex.com email today but I have been checking everyday.

I understand this will be their word against my word. The problem certainly occured while my car is in their lot. Their parking was so full maybe they mishandled or forced the steering.

From when I picked up the car from Hassett I was not able to use it until I had it fixed at another Subaru dealership. The cost of the repair was $594. Service centers always tell car owner when there is something else wrong especially when it is a safety issue, which is the case in this complaint. The problem was so evident which was why I came back to their ofc before I drove it home but they ignored my concern and told me there's no more mechanic at 4pm. No responsible service center will ever advise a customer that the car is all good at the condition that Hassett released my car. Proof is the repair that had to done immediately after it came from their shop.

Would you be able to update the status to unresolved?

Thank you for your attention to this matter.

Best regards,

Review: I recently had my car serviced @ Hassett of Wantagh. The bill was inflated with many upgraded items I did not request. The labor was outrageous, many items considered standard in the 90,000 mile maintenance were not completed while other services not expected in 90,000 mile maintenance were added. The headlight I requested and paid has not been fixed - The pinpoint testing to repl[redacted] and inhibitor switch apparently did not fix the problem of my check engine light going on and the cruise control failing ( $27ould cause 1.38) has not been fixed. The service Advisor, who actually receives a commission on services billed, Shamelessly convinced me that an oil leak in the pan could cause a fire or explosion at any time causing the death of my self and passengers, insisted I have it fixed immediately. The total of this fiasco was $ 5,055.36. more than 2 months of mortgage. he showed not remorse when brining these mistruths in debated complaint.Desired Settlement: I would like a refund on the items that were not fixed. I would like Hassett to honor the promises for windshield wipers to be replaced, car to be cleaned, advice on addressing the keying down the entire passenger side of the car. and a reprimand and apology from the Service Advisor who mislead me on so many levels.

Business

Response:

The customer has charged his credit card payment back at this point. The management team at Hassett has reached out to this customer a number of times and we have yet to hear back. We strive for complete customer satisfaction here at Hassett and would like the opportunity to discuss and rectify this situation with the customer. We will continue to reach out to the customer or the following contacts can be reached at the dealership - [redacted] ###-###-#### or Bob P[redacted] at ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It remains unresolved. Several attempts have been made by both sides to meet however those appointments have yet to come to fruition. Example: My husband and I have an appointment with Mr.. Bob P[redacted] this evening @ 18:00, it is 16:00 and he has yet to confirm. I have left two messages today. On our first telephone conversation Mr. Bob P[redacted] brought his employee (defendant) into his office and placed the phone on speaker without my knowledge. He only divulged this despicable act when I confronted the situation. During the same conversation, Mr. P[redacted] threatened to send this matter to collection, intimating the effect it could have on my credit score. As a result, I will no longer conduct business matters with Mr. P[redacted] on phone or without the presence of my husband. A $ 5,000 dollar repair bill for a 90,000 mile check up is unconscionable. I was mislead and taken advantage of by the "Service Advisor". I will continue to pursue an acceptable plan of reconciliation. Refund for unrequested, unapproved services. Refund for the services which remain in non working order, including Labor ie. pinpoint switches, and Left head light

Business

Response:

The service manager, Mr. Bob P[redacted] and the customer did in fact meet together on Friday October [redacted] at 6:00 pm. Both parties agreed to have the vehicle dropped off to our dealership on Monday October [redacted] in order to address any existing concerns. Hassett will be providing a complimentary loaner vehicle for the customer as well.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The service has not yet been concluded. When my car is returned to me in working order. When all my concerns addressed I will release payment.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On the final contract that wasn’t shown to me [redacted] increased the price for the truck, decreasing discounts and rebates. When I signed the proposal, I left a deposit in the amount of $ 2,000 and when I came to pick up the truck I paid another $ 2,066.

That was done on purpose by [redacted] of the dealership “Hasselt Ford, Lincoln, Mercury”, [redacted] “**” [redacted], who wrote down the higher amount of monthly payment($726/m for 60 month) on the Proposal sheet and on the main contract signed by seller and buyer.

On the final contract that wasn’t shown to me, [redacted] increased the price for the truck, decreasing discounts and rebates.

[redacted] asked me to sign electronically without showing what I am signing for. When I asked him what I’m signing for, [redacted] answered that this is my permission to check my information, [redacted].

The truck was shown to me only after signing all paper work. The truck didn’t have ramp that had to be installed by the previous agreement as very important equipment for my business.

The [redacted] said that the ramp wasn’t included in the price.

A very important problem was that I left the dealer ship with the insurance card and the inspection sticker with the different truck WIN number that was provided to me by [redacted]. I still drive with the temporary registration that was expired.Desired Settlement: Return the over charge amount. Was agreed on the Proposal $ 36,606.67 and at the time when I picked up the truck the price became $ 41,966.06. The different is $ 5,359.39.

Business

Response:

[redacted]

Hi, [redacted]. As you know Hassett has an A+ rating with the Revdex.com, and an excellent reputation in the community. The complaint registered by [redacted] is completely without merit. He took delivery of his vehicle on 4/*/14. On 5/**/14 I received a letter from his attorney with a similar story. I furnished his attorney with all the documents related to his

purchase and proved that Hassett did nothing wrong. Now he is changing/adding to his story and filing a complaint in june with the Revdex.com. On 4/*/14 [redacted] signed a purchase

order for a new truck. On the purchase order it stated that” all rebates were going to the dealer” and the net price was $33195.00. there was $5200.00 of rebates available at that time. The sales tax on the order was $3311.57 (sales tax of 8.675% registered in bayshore, on a purchase price of $38395.00). the purchase order showed the c.o.d. and [redacted] received a copy. Before taking delivery of the vehicle, [redacted] decided to finance the truck with Ford credit at a 0% finance rate in lieu of a $3000 rebate. (5200.00-3000.00=2.200

rebates remained), and a monthly payment of $595.01. He also decided to register the vehicle in Brooklyn, where the sales tax rate is 8.875% vs 8.675% in Bayshore (new sales tax amount

$3407.56). when [redacted] picked up his truck, he signed and received copies of a bill of sale, rebate form, and finance contract with the correct price, rebates, and C.O.D. if anything

was not to his understanding he didn’t have to sign the contract, pay the C.O.D. or take delivery of the truck. The C.O.D. of $2066.00 includes 66.00 DMV charge for transferring plates plus the

amount still due after financing $35700.06. [redacted] also states that the truck should have a ramp. The truck does not come with a ramp. The purchase order and bill of sale do not say a ramp was included, and he was not charged for a ramp. The dealership did not tell [redacted] that he was owed a ramp or that we would supply a ramp when he picked up his truck. If the ramp was such an important item, im sure he would not have paid for the truck and left the dealership without it. There is no amount of money that Hassett can make on the sale of a vehicle that would justify any deceptive practices on our part. We do not lie to customers or rip them off. Our reputation should speak for itself.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: