Herb Gordon Group

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: They can tow car to dealer ship in [redacted] Va Regards, [redacted]

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Complaint: ***
I am rejecting this response because:
I had my car towed to Herb Gordon for service on 2/28/14 because the car cut off while I was on the highway The service person at Herb Gordon drove my car from the tow truck to the garage I had the car towed because I did not want to risk it cutting off again on the highway On 3/5/I was told that my car was ready and I paid $1, I have attached the receipt I was told that the problem was with the car's computer and that the computer had been replaced Herb Gordon never showed me the part that was supposedly replaced When I went to start the car only one headlight was working, but both headlights were working when the car was towed to Herb Gordon The service department person, ***, told me that the mechanics were gone for the day and to go to *** *** to buy a bulb While driving the car home from Herb Gordon service department the car cutoff again I was only miles from Herb Gordon when the car cut off againI had to have the car towed back to Herb Gordon Service Department on the very same, evening 3/5/ No repairs were done on my car however I paid $1,
On 3/7/14, I was once again told that my car was readyI asked to see the old computer that they took out When I got to Herb Gordon an old hose was there with my name on it but not the computer that they said that they took out I believe that they did not work on the car The service department person at Herb Gordon told me that the hose replacement cost $ I refused to pay a second time They insisted that I pay, the service department then told me to pay $for parts So I paid the $to get my car key back and to leave Herb Gordon The receipt is attached. I started the car and the headlight still did not come on and the check engine light came on Herb Gordon never touched my carI refused to attempt to drive it home because the repairs were still not done I gave them the key and told them to fix my car I asked to speak to the service manager He was not there The secretary gave me his card to call him in the morning.
Between 2/28/and 3/7/I was not provided a loaner car while Herb Gordon had my car for repairs I needed a car for work so my girlfriend had to rent a car for meOn 3/7/when I got home I sent an email to Volvo national headquarters about my problems with Herb Gordon Volvo The service manager called me in the morning on 3/8/ The service manager provided me a loaner car and he said that the problem with my car was not the computer but a throttle moduleAfter the service manager told me that the throttle module was replaced I asked to see the old one They showed me a throttle module but not the old one that twas taken from my car, what they showed me could have come from any car I had the car for days then it started to cut off again but the check engine light did not come on I called the service manager at Herb Gordon The service manager told me to keep an eye on it and if the check engine light came on to bring the car back Four days later on my way home from work my car cut off in the middle if Interstate ** I got it started and got it off of the interstateThe car cut off times on my way back to Her Gordon When I got there all of workers were gone but the service manager was in his office I told the service manager that the car was still cutting off The service manager took the key then gave me a loaner car He took the car back to the service department Two days later the service manager called and told me that the computer board was down and that he had to keep my car for a couple of days and for me to keep the loaner car He said that he would put in a new computer board and that he would test drive the car himself to make sure that it was okay Her Gordon kept my car for an entire week I was supposed to pick up my car on that Monday but I was unable to get there before they closed I was going to pick up my car on that Tuesday, but before I got there the service manager called and told me that I needed a new transmissionHe told me not to spend anymore money on my car because I needed a new transmissionOn that Tuesday I drive my car home then on Wednesday I drove my car to work On Wednesday while driving back home from work my car cut off againThe car would not go into the drive gear it stayed in neutral so I had to have it towed home
When I initially took my car to Herb Gordon there were no transmissions problems After Herb Gordon had my car for almost a month it had transmission problems Herb Gordon told me several different dings that were wrong with my car and charged me for repairing them but they did not mention a transmission issue until after they had charge me for several other repairs
On 4/10/I had my car towed to *** and it to *** for partsI am requesting to be made whole by being reimbursed for the rental car and by refunding me all of the money paid since repairs were not done
Regards,
*** ***

Dear ** ***,In response to the issues in question regarding the correspondence you received from our clientThe client's vehicle was towed in to our dealership on Friday evening 2/28/2014, The client's vehicle did not runOur technician diagnosed the vehicle and recommended to replace the
"electronic throttle module" and system relay so that we could get the engine runningThe client authorized the replacement of the "electronic throttle module” and system relayWe replace the electronic throttle module and system relayAfter replacing the electronic throttle module and system relay we were able to get the engine runningWe also had made other repair recommendations that the client declined at the time of these repairs.The client picked up his vehicle on 3/5/He drove the vehicle from our dealershipHe drove for about miles when the vehicle's "check engine light" came on and the vehicle started to lose power and stalledThe client towed the vehicle back to our dealership that eveningWe inspected the vehicle the next morning 3/6/The technician observed that a hose for the turbo had rupturedWe had recommended replacement of the turbo hose during the previous repairHowever, the client declined to replace the hose at that timeWe went ahead and replaced the turbo hose at no cost to the client.The client came in to pick up his vehicle on the evening of 3/8/When he went to drive the car from the service drive area the check engine light came onWe kept the vehicle and inspected it the next morningThe check engine light came on due to a faulty brake pedal sensorWe replaced the brake pedal sensor at no charge to the customer to show goodwill on our partWe also replaced a headlight bulb for him which was burned outThe headlight bulb was replaced at no charge to our clientWe also performed a complete detail to our client's vehicleThe detail included washing and waxing the exterior and shampooing the interior carpets and cleaning the interior, at no cost to our clientOur client picked up his vehicle on 3/17/2014.Our client brought the vehicle back in on 3/24/stating the vehicle was stalling while drivingWe could not confirm the customers concern on our road testThe vehicle did not stallOur technician did find that the "high speed computer network" of the vehicle was going off line at times.We secured the high speed network connections at the electronic control module, the central electrical module and the brake control moduleWe tested the high speed computer network which seemed sound at this timeWe road tested the vehicle again and did not experience any stallingWe performed all this work at no charge to our client, The owner has requested a refund of money for their original repairThe customer states that the repairs were not doneHowever, the repairs were in fact done as per our clients request at the timeOn the original visit the owner declined other recommendationsOn our clients fourteen year old 220,mile vehicle the repairs that the client authorized were completedWe attempted to work in "good faith" with our client regarding subsequent repairsTherefore, at this time we are declining the clients request for a refund.If you have any further questions, please contact meI can be reached at the phone number or email listed below.Thank You,

We have previously replied on 7/to the customers initial complaint and on 8/we responded to her subsequent follow up. Our position is unchanged from both of our previous rplies. The customer is asserting that we will not honor the *** certified pre-owned warranty but she has not given us an opportunity to look at the vehicle and therefore we cannot determine at this point if any needed repair is covered by the warranty. If the customer would like another dealer to look at her car, the warranty is honored at any *** dealer

TO: *** ***, Revdex.com
This email is in response to a complaint filed by *** *** (complaint #***).
*** *** states that she had tire work done at our dealership, *** of *** ***. Our records indicate the
only tite work was on 12/14/and 12/27/12. The 12/14/visit was to repair a leak in the passenger side rear tire at a cost of $57.78. She also states that the tire light still came on after that repair. She returned on 12/27/and the tire light was on due to a leaking valve stem on a different tire (driver's side rear) which we replaced at no charge. It is our understanding that *** *** has been told by a local *** *** that her tire pressure monitoring sensor(s) are damaged and needs to be replaced. *** *** has inquired by phone to us asking if the tire pressure sensors are covered under the certified preowned warranty when she purchased her car. The sensors are covered for defects in material and workmanship only, not damage. It is somewhat common for tire pressure sensors to be damaged by road hazards such as potholes. We have not seen the vehicle ourselves to determine if the sensors need replacement due to a defect (covered by warranty) or to damage (not covered). We had an appointment with *** *** on 7/to assess the vehicle however, *** *** did not keep the appointment.
*** *** is asserting that we will not honor the *** certified preowned warranty. If the sensors or any other covered part needs replacement due to a defect (not damage) the waranty will cover the repair. Since *** *** did not give us an opportunity to look at the vehicle we cannot determine at this point if any needed repair is covered by the warranty. The warranty is good at any *** dealer if *** *** would like to check with another dealer. *** *** is requesting a refund of $5,which we do not believe is merited
Please feel free to contact the undersigned if any additional information is needed
Sincerely,
Dennis *T***, Division President ###-###-####

Dear [redacted],
Our customer posted the original complaint on [redacted].com in early November and we posted and apology at that time. I've attached our original response. I regret that they didn't see the apology but we understand that we dropped the ball. We had a brand new service...

advisor who saw the customer was our out of their factory warranty due to the [redacted] having 42,000 miles and wasn't aware they possessed an extended warranty which covered the needed repair. Our training and support for our new advisor fell short thus the customer was given incorrect information. If there are any further concerns please have the customer contact me directly.Sincerely,
Van W
General Manager

My first business transaction with Herb Gordon Nissan was in 2012. My transmission went out in a previously owned car and my back was up against the wall. I began working with a salesmen by the name of C[redacted] D. He was the greatest salesman I had every dealt with when it came to buying a car. The lease for that vehicle is not up until 11/2015. I'm over in my mileage and I drive a little over 120 miles a day to and from work. I decided to go back and purchase another vehicle from C[redacted] so that I wouldn't continue to rack up miles on the leased vehicle. I went through the financing process but explained to the finance lady, C[redacted] and to C[redacted] that I didn't want a payment over $250. C[redacted] was able to get me financed and when I went to pick up my vehicle and complete the paperwork the car payment was $408. I told C[redacted] and C[redacted] that was something I could not afford because I still had the car payment on the 1st car until November. I ended up walking off and before I could get out the door, C[redacted] chased me down and asked me to come back and speak with him to work something else out. We went back to his desk and he offered to pay $100 towards the new car payment for 3 months. I told him "no" because I still had over 6 months left to pay on the leased vehicle. He came back again and offered to pay 6 payments of $100. I agreed to this deal. C[redacted] who sat on the opposite side of the desk ask me, "are you ok with this?" I stated yes, I trusted C[redacted] and I believed he was a man of his word. As we walked off into financing, C[redacted] reached into his pocket and gave me $100. He stated this was a good faith payment. I took the $100 and applied it toward the down payment of the new vehicle. The first payment was due April 13. I emailed C[redacted] on April 6th asking when he would be sending me the $100 for the first payment. He would not respond to the email but asked me to call him. I called him and he stated that he gave me the $100 for April's payment. I knew this was not what he said the night that we closed the deal but I told him in a sarcastic tone, "Ok C[redacted]...I'm prepared to make the payment." May 13th I emailed C[redacted] and he didn't respond. I emailed him again on May 14th and he responded with call him on his cell phone. I called him back and he was with a customer. He returned my call later that day and his 1st question was, "what did you expect for me to give you $700 out of my pocket?" I said "no...I expected for you to send me the $100 a month like you stated." He went on to say that things didn't workout the way he thought because C[redacted] was supposed to have sent him referrals and that didn't happen. I stated to him that I understand all that but that was not my problem nor the arrangement we had. We ended our phone call. I called his manager L[redacted] and explained the situation. L[redacted] said he would check into it and give me a call back. L[redacted] did call me back two days later and stated that he spoke to C[redacted] and C[redacted] separately and they both stated that I was supposed to send them referrals. I stated to L[redacted] that I knew this was going to be the outcome and I didn't expect for him to be able to do much anyway. But I would not give them anymore business and I would be writing a complaint to the Revdex.com. He stated ok. As I stated to L[redacted] I was not pressed for a car. I had a car I just didn't want to put anymore miles on it if I didn't have to. This business practice was unethical and not acceptable.

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 Complaint: [redacted]
I am rejecting this response because:I have four tires and not one of them have been patched.  And I called Dennis two weeks ago asking for the register of agent and he never called me back.  NO  one has said any thing about my tires thats why I'm asking for $5000. I didn't purchase this Benz to come to mile one once a week to fuss with the staff. I came to drop my car off and Tony said "l looked frustrated" . At that point I saw they where playing games Tony and Joe W[redacted], they told me they would price match [redacted] which it didn't happen. Also,I have a road tire plan which didn't cover my flat nor my ding in my car. They sold me all these extended warranty when I purchase the car.  And not covering any thing. I HAVE THE PAPER WORK showning how Dennis is lieing.  The slow leak and value steam was Should have been on the same tire.  They never repair a flat tire.  They wouldn't take or return my calls.  [redacted] fro [redacted] USA told Joe W[redacted] they had to horror my extended warranty and thats how I got an appointment for July 19, 2014.  However,  I don't feel safe driveing my vehicle over there 60 miles round trip.Doctor don't feel like I'm ready to drive that far. When the appointment was set there wasn't anything said about tires only tire power senor. Your own service person told you from day one that it was bigger then me needed air once a week,  so yes the less they can do is give me needed$5000 for my tire trouble. Jim lie he was to make an appointment for me to meet him and  talk about my issues, however; he didn't call, until I file a complaint with Revdex.com. I was willing to work with Jim, but he wasn't a man of his word.  He went on vacation and didn't follow up once he got back. I gave them a few extra days before fileing complaint, on the phone Jim didn't have my folder and never gave me a number to reach him at, after Revdex.com contacted him he left me a direct number for him. 
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:
They can tow car to dealer ship in [redacted] Va.
Regards,
[redacted]

Review: On 2/28/14 I had my car towed to Herb Gordon Volvo because the engine light came on and the car shut off. On 3/5/14 Herb Gordon Volvo charged me $1,034 for repairs that were not done. While driving home from the service department the engine light came on again and the car shut off again. I had to have the car towed back to Herb Gordon Volvo. As of 3/8/14 my car still does not run after I paid them $1,034. They have had my car for over a week and did not provide an loaner car. They are dishonest and are ripping people off.Desired Settlement: I want a full refund or for my car to be properly repaired and operational.

Business

Response:

Dear [redacted],In response to the issues in question regarding the correspondence you received from our client. The client's vehicle was towed in to our dealership on Friday evening 2/28/2014, The client's vehicle did not run. Our technician diagnosed the vehicle and recommended to replace the "electronic throttle module" and system relay so that we could get the engine running. The client authorized the replacement of the "electronic throttle module” and system relay. We replace the electronic throttle module and system relay. After replacing the electronic throttle module and system relay we were able to get the engine running. We also had made other repair recommendations that the client declined at the time of these repairs.The client picked up his vehicle on 3/5/2014. He drove the vehicle from our dealership. He drove for about 3 miles when the vehicle's "check engine light" came on and the vehicle started to lose power and stalled. The client towed the vehicle back to our dealership that evening. We inspected the vehicle the next morning 3/6/2014. The technician observed that a hose for the turbo had ruptured. We had recommended replacement of the turbo hose during the previous repair. However, the client declined to replace the hose at that time. We went ahead and replaced the turbo hose at no cost to the client.The client came in to pick up his vehicle on the evening of 3/8/2014. When he went to drive the car from the service drive area the check engine light came on. We kept the vehicle and inspected it the next morning. The check engine light came on due to a faulty brake pedal sensor. We replaced the brake pedal sensor at no charge to the customer to show goodwill on our part. We also replaced a headlight bulb for him which was burned out. The headlight bulb was replaced at no charge to our client. We also performed a complete detail to our client's vehicle. The detail included washing and waxing the exterior and shampooing the interior carpets and cleaning the interior, at no cost to our client. Our client picked up his vehicle on 3/17/2014.Our client brought the vehicle back in on 3/24/2014 stating the vehicle was stalling while driving. We could not confirm the customers concern on our road test. The vehicle did not stall. Our technician did find that the "high speed computer network" of the vehicle was going off line at times.We secured the high speed network connections at the electronic control module, the central electrical module and the brake control module. We tested the high speed computer network which seemed sound at this time. We road tested the vehicle again and did not experience any stalling. We performed all this work at no charge to our client, The owner has requested a refund of money for their original repair. The customer states that the repairs were not done. However, the repairs were in fact done as per our clients request at the time. On the original visit the owner declined other recommendations. On our clients fourteen year old 220,000 mile vehicle the repairs that the client authorized were completed. We attempted to work in "good faith" with our client regarding subsequent repairs. Therefore, at this time we are declining the clients request for a refund.If you have any further questions, please contact me. I can be reached at the phone number or email listed below.Thank You,

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:

My first business transaction with Herb Gordon Nissan was in 2012. My transmission went out in a previously owned car and my back was up against the wall. I began working with a salesmen by the name of C[redacted] D. He was the greatest salesman I had every dealt with when it came to buying a car. The lease for that vehicle is not up until 11/2015. I'm over in my mileage and I drive a little over 120 miles a day to and from work. I decided to go back and purchase another vehicle from C[redacted] so that I wouldn't continue to rack up miles on the leased vehicle. I went through the financing process but explained to the finance lady, C[redacted] and to C[redacted] that I didn't want a payment over $250. C[redacted] was able to get me financed and when I went to pick up my vehicle and complete the paperwork the car payment was $408. I told C[redacted] and C[redacted] that was something I could not afford because I still had the car payment on the 1st car until November. I ended up walking off and before I could get out the door, C[redacted] chased me down and asked me to come back and speak with him to work something else out. We went back to his desk and he offered to pay $100 towards the new car payment for 3 months. I told him "no" because I still had over 6 months left to pay on the leased vehicle. He came back again and offered to pay 6 payments of $100. I agreed to this deal. C[redacted] who sat on the opposite side of the desk ask me, "are you ok with this?" I stated yes, I trusted C[redacted] and I believed he was a man of his word. As we walked off into financing, C[redacted] reached into his pocket and gave me $100. He stated this was a good faith payment. I took the $100 and applied it toward the down payment of the new vehicle. The first payment was due April 13. I emailed C[redacted] on April 6th asking when he would be sending me the $100 for the first payment. He would not respond to the email but asked me to call him. I called him and he stated that he gave me the $100 for April's payment. I knew this was not what he said the night that we closed the deal but I told him in a sarcastic tone, "Ok C[redacted]...I'm prepared to make the payment." May 13th I emailed C[redacted] and he didn't respond. I emailed him again on May 14th and he responded with call him on his cell phone. I called him back and he was with a customer. He returned my call later that day and his 1st question was, "what did you expect for me to give you $700 out of my pocket?" I said "no...I expected for you to send me the $100 a month like you stated." He went on to say that things didn't workout the way he thought because C[redacted] was supposed to have sent him referrals and that didn't happen. I stated to him that I understand all that but that was not my problem nor the arrangement we had. We ended our phone call. I called his manager L[redacted] and explained the situation. L[redacted] said he would check into it and give me a call back. L[redacted] did call me back two days later and stated that he spoke to C[redacted] and C[redacted] separately and they both stated that I was supposed to send them referrals. I stated to L[redacted] that I knew this was going to be the outcome and I didn't expect for him to be able to do much anyway. But I would not give them anymore business and I would be writing a complaint to the Revdex.com. He stated ok. As I stated to L[redacted] I was not pressed for a car. I had a car I just didn't want to put anymore miles on it if I didn't have to. This business practice was unethical and not acceptable.

Review: Had tire work done at dealer ship. I was driven to dealer ship 60 miles round trip for air in tires. I was by one of the [redacted] tech he wasn't putting any more air in tires, because it was bigger then an air issues. Also , one of [redacted] tech told me there could be a problem with the sensa. IAt that point Tim said it was a slow leak and patch the tire. The light still came on, and now, you charge me $57.00, and stil having problems. I was told by [redacted] club that my tire was never patch, and sensa is damage. I called the dealership and they didn't want to makke horror my extended warranty. I spoke to Joe W[redacted] was rude and told me"I Know I'M Not Help full". They telling lies about prices, Tony told [redacted] USA that he price match [redacted]'s; however, I have the papper work eith the correct information. The tires didn't reach there mileage. What was done before they sole this car? Mr. W[redacted] laugh at Sam's tech installing the tires, but he to retrain his tech. I'm taking my car in for service and don't feel safe. I don't trust this dealer ship.Desired Settlement: They really can have this vehicle. There the only ones that can work on this car and if there not trained then who can make it safe for me to drive? All I need to be is driving and wheels fall off. They don't want to horror there warranty, they fuss with there customer, they lie, and half working your vehicle.

Business

Response:

TO: [redacted], Revdex.com

This email is in response to a complaint filed by [redacted] (complaint #[redacted]).

[redacted] states that she had tire work done at our dealership, [redacted] of [redacted]. Our records indicate the only tite work was on 12/14/12 and 12/27/12. The 12/14/12 visit was to repair a leak in the passenger side rear tire at a cost of $57.78. She also states that the tire light still came on after that repair. She returned on 12/27/12 and the tire light was on due to a leaking valve stem on a different tire (driver's side rear) which we replaced at no charge. It is our understanding that [redacted] has been told by a local [redacted] that her tire pressure monitoring sensor(s) are damaged and needs to be replaced. [redacted] has inquired by phone to us asking if the tire pressure sensors are covered under the certified preowned warranty when she purchased her car. The sensors are covered for defects in material and workmanship only, not damage. It is somewhat common for tire pressure sensors to be damaged by road hazards such as potholes. We have not seen the vehicle ourselves to determine if the sensors need replacement due to a defect (covered by warranty) or to damage (not covered). We had an appointment with [redacted] on 7/19 to assess the vehicle however, [redacted] did not keep the appointment.

[redacted] is asserting that we will not honor the [redacted] certified preowned warranty. If the sensors or any other covered part needs replacement due to a defect (not damage) the waranty will cover the repair. Since [redacted] did not give us an opportunity to look at the vehicle we cannot determine at this point if any needed repair is covered by the warranty. The warranty is good at any [redacted] dealer if [redacted] would like to check with another dealer. [redacted] is requesting a refund of $5,000 which we do not believe is merited.

Please feel free to contact the undersigned if any additional information is needed.

Sincerely,

Dennis *. T[redacted], Division President ###-###-####

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:I have four tires and not one of them have been patched. And I called Dennis two weeks ago asking for the register of agent and he never called me back. NO one has said any thing about my tires thats why I'm asking for $5000. I didn't purchase this Benz to come to mile one once a week to fuss with the staff. I came to drop my car off and Tony said "l looked frustrated" . At that point I saw they where playing games Tony and Joe W[redacted], they told me they would price match [redacted] which it didn't happen. Also,I have a road tire plan which didn't cover my flat nor my ding in my car. They sold me all these extended warranty when I purchase the car. And not covering any thing. I HAVE THE PAPER WORK showning how Dennis is lieing. The slow leak and value steam was Should have been on the same tire. They never repair a flat tire. They wouldn't take or return my calls. [redacted] fro [redacted] USA told Joe W[redacted] they had to horror my extended warranty and thats how I got an appointment for July 19, 2014. However, I don't feel safe driveing my vehicle over there 60 miles round trip.Doctor don't feel like I'm ready to drive that far. When the appointment was set there wasn't anything said about tires only tire power senor. Your own service person told you from day one that it was bigger then me needed air once a week, so yes the less they can do is give me needed$5000 for my tire trouble. Jim lie he was to make an appointment for me to meet him and talk about my issues, however; he didn't call, until I file a complaint with Revdex.com. I was willing to work with Jim, but he wasn't a man of his word. He went on vacation and didn't follow up once he got back. I gave them a few extra days before fileing complaint, on the phone Jim didn't have my folder and never gave me a number to reach him at, after Revdex.com contacted him he left me a direct number for him.

Regards,