Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Below is the email that I sent to both the General Manager and the Dealer Principal To this day I haven'treceived a response nor was I ever instructed to bring the vehicle to themI'm scheduled to attend a military school in Newport, RI in June of this year and if I was informed to bring the vehicle to them after I reported to my duty station in North Carolina I very well could have taped up the sunroof and waited to have them fix it when I got there but once again I was instructed by *** to have the bills faxed to *** It even says on their web page "we're dedicated to solving problems first and making money second." "Bottom line, you deserve to be treated with respect and honesty when buying a carAnd thats what I'm promising." this is obviously not the caseI was lied to about the condition of the car I purchased from *** and found that out very quickly a few days after purchasing the vehicle and on top of that I was treated with the upmost disrespect and rudely dismissed repeatedly when calling to address the issue and now being called a liar! I would like all my comments/responses and original complaint to be published on the Revdex.com website for *** Auto Group and I hope that this will prevent future incidents like this with any customers I'll also be calling my old command in Newport and speaking to them regarding this entire ordeal and hopefully they black list *** and ban any military from purchasing vehicles or even having their vehicles serviced there I've never been treated like this EVER, even in foreign countries and I've most defiantly never been called a liarI'm a man of principle, integrity, honesty and loyalty and have never had it questioned before my dealings with *** and Mr*** *** To: l***@***motors.com Cc: ***Good evening Sir,My name is *** *** and I purchased a *** *** *** from your dealership on Friday November 7th, through *** ***By the 10th of November I had a stream of water pouring through the headliner above the sun visors on both driver side and the passenger side and down the driver side and passenger side pillars and dripping into the car. I called *** on November 12th informing him of this and he instructed me to have a shop look at it and determine what the problem was and that *** Auto would cover the cost of repairs with the exception of the diagnostics. I visited an auto garage in Wisconsin where I had been on leave, they had instructed me to put the vehicle in a heated garage to see if the drainage tubes had frozen up and were causing the water to overflow onto the headliner which the mechanic said was a common problem in the winter. I tried this with no effect, the leak continued. So I brought it into another auto garage and they said the sun roof probably had to be replaced but would take weeks to get the sun roof ordered and my vehicle into the shop but I couldn't wait that long to get this done due to me having to be in North Carolina to report to my new duty station. I called *** back and informed him of the situation to which he instructed me to get the car into a shop once I got to North Carolina and have a garage there take another look at the problem and then to fax the estimate to *** so that they could cover the charges. Well this is what I did and the auto garage told me that the drainage tubes on both sides of the vehicle were plugged with debris and disconnected which they fixed but when I faxed the bill and called *** to make sure that *** had received the fax, *** was on vacation and the man I talked to dismissed me saying that "He could not authorize payment based off a verbal agreement *** had made with me without *** being present and that I would have to pay for the work myself and take it up with *** when he returned from vacation about reimbursement" This didn't correct the problem with the roof and the leak actually got worse and started leaking through the headliner in the back seat of my vehicle and was leaking onto my children's car seats. I called *** and informed him that I was still having problems with the roof and he told me to have the roof water tested to see if they could find where the leak was and again he stated that *** wouldn't cover diagnostics but would cover repairs of any problems/leaks the mechanics discovered. I had an appointment on the 17th of February, for the water testing and called *** a few hours before the appointment to make sure he was at *** and asked him if he would give the shop a card number or account number to charge the repairs to so that the same problem didn't happen again with me being dismissed by *** when trying to arrange payment and he told me "Yeah, just have the service department call here(*** to arrange everything with us and again sorry for all this". I passed the contact information to the service rep and he said he'd get ahold of *** He returned to me in the waiting room and said the first time he called he stated he got the receptionist and told her who he was, where he was calling from, what he was calling in regards to and that he needed to talk to *** about payment He said the receptionist told him *** wasn't there that day and asked if he would like to leave a message, so he said he hung up and waited minutes and called back but this time not saying who he was or what he was calling in regards to and asked to talk to *** and the reseptionist said "Let me go get him for you!" Once *** was on the phone with him, he stated who he was and that he was calling in regards to my vehicle and arranging payment for the workTo which he stated *** immediately became dismissive and stated that he wasn't going to pay for anything and that if I wanted someone to pay for the work to call my warranty company, and *** gave him the information and number to call The service rep told me before he called that he knew the company and that they wouldn't pay for the work because it wasn't mechanical but he would call anyways and check to see if they would, which they did not cover the problem in question with their policy So again, I paid for the work on my car and also paid for the parts to be ordered that were needed for repair During the water testing they found water leaking into the vehicle from the top door seals on both driver and passenger side front doors and said they'd be doing testing on the sunroof on this coming Saturday, February 21, when I go to have the seals replaced to make sure they didn't miss any other leaks I called *** repeatedly trying to get a hold of *** as soon as I left the shop, and after several phone calls, a woman finally answered the phone without stating her name or even stating where I had called, and asked in a rude manner "What I needed", to which I stated I was trying to get ahold of *** Again in a rude tone she said "He's on the phone right nowWhat are you calling about?" I told her I needed to talk to *** and for the third time in the same unprofessional tone she said "I just told you he's on the phone, do you want to leave a message?" I told her no and asked if his extension was still #*** She again rudely replied "what are you calling about?" I told her again I need to talk to *** and she yet again with a rude tone said "He's on the phone, what is it you need?" So I asked to speak to a manager She replied with the same tone, "I'm the internet sales manager, what is it you need?" I told her that I would like to speak to the General Manager She said, again with the continued tone, "That would be ***He's not here right now, so what can I help you with?" I told her, again, I wanted to talk to the General Manager and asked for his extension and I would just leave a message and a call back number She told me now with a more polite and friendly tone, "Well I'm just saying he's not here right now, are you sure this isn't something I can help you with?" To which I replied "Nope, I'll just leave a message and call back tomorrow to talk to ***." She then gave me ***'s extension (149* and the phone call endedAs soon as I had finished leaving *** a voicemail, *** called back concerned and asked what the problem was I then explained to him that I have tried to contact him multiple times to hold him responsible for the verbal agreements he had promised meI also informed *** that I had now spent over $on repairs that he had ensured me would be covered*** then said "I'm doing everything I can for you but I personally can't authorize payment for work done like this I'll tell you what go ahead and fax a copy of the receipt's and the all the paper work the shop gave you to *** with Attention *** on the fax and I'll see what I can do for you." During this time I handed my phone to the service representative at the auto garage that was testing my vehicle so that they could speak with ***I am unsure of the conversation that took place between the two but please note that this conversation took place after he had repeatedly informed me that he would be sure to have all of my expenses covered by *** AutoI then left the auto garage with a $bill for both parts and labor. I am contacting you out of extreme frustration that I had bought a car with significant issues and was told by one of your employees that *** would cover the cost of repairsI am now being dismissed when ever I call concerning this problemI was spoken to in a completely unprofessional manner until I requested to speak with the management which is when the employee's tones changed and suddenly became more attentive and concerned about the issue at hand I would also like to note that when I had logged on to *** web page, much to my surprise, *** is not even the General Manager I called again today, February, to confirm with *** who it was that I was actually sending the fax to since I was looking at a list of different Management Staff MembersWhen I read him off a list of different people(to include *** ***, *** ***, *** *** *** *** *** *** and *** *** *** stated, "*** is just the Sales Manager and *** is the General Manager and is the only one who can authorize payment for work like thisSo if you send the fax here to me at ###-###-####, I'll actually take the paper work to *** and tell him about the whole situation and make sure its brought to his attention." I sent the fax early this afternoon and curious to know if it was actually brought to your attention or if I was just tossed aside again The fact that I was told by the internet sales manager that the man I wanted to talk to was *** and *** originally wanted me to send the fax to *** until I called today and questioned this, leads me to believe that I was about to get dismissed and pushed under the rug once again This entire situation is extremely frustrating and at this point I'm extremely regretful that I bought a vehicle from your dealership and wish I hadn'tI'll be sure to be contacting the Revdex.com to let them know of my experience with your businessI came to your establishment with hopes of buying a vehicle and was assured by your staff that I had a safe vehicle with no accidents and in excellent conditionI am now facing vehicle repair bills due to empty promises from your employeesI would like to bring this to your attention to have this issue resolved and ensure that no other customers must have the experience that I have been dealing with for the past four monthsI appreciate your time, you can reach me at ###-###-#### or at ***
Please let me know if you would like me to fax a copy of the receipts and paperwork pertaining to the vehicle, to include the receipt from the work due to be done on FebruaryThank you, and I look forward to hearing from you soon.Respectfully,*** ***###-###-####Regards,
*** ***
In regards to Mr. [redacted]'s complaint, we instructed the customer to please bring the vehicle in so we could identify the problem as I said in my first response to this complaint. We still have not heard from [redacted]. [redacted], please call teh dealership, your welcome to ask for me, we will set up a time to have the car looked at again and see if we can identify the issue and rectify it. This appears to be exactly what you are looking for. Thank you! [redacted]
We instructed the customer to bring the vehicle in and leave it with us so we could verify the concern and if need be tear the vehicle down to identify the problem. He has not yet set an appointment to do so. Waiting for the call customer to call us.
We asked Ms. [redacted] to please bring her vehicle back for service so we could take care of all of her issues and we have not seen her since we asked her to come in. All she needs to do is come in so we can address her issues...
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
Why would I try for a 19,000.00 loan knowing how low my credit score had gotten over the past year? And yes you mentioned the *** 200, however I never seen it, nor test drove it, and said I would come in and talk to you or whoever i was speaking to on the phone, when I came in to pick up my car from service. Again my boyfriend went in and told you no we were all set. I also came in 3 weeks ago and sat with ***, who was suppose to have you contact me and I haven't heard anything since. So today I will be paying AGAIN for another power steering line to be installed another rental as well, and MR OWNER, is it ok that parts of my car were left just sitting on the engine and not put back were they belong? would you like your car returned back to you like that? And wait how is it also ok pre-owned or not that a coolant fan goes 4xs in less than a year. Your ok with that as well? Look at my service dates , in for service, out, back in a few times within a day or 2. Come on I may have a low credit score but really I'm far from stupid.
Regards,
*** ***
In regards to Ms [redacted]'s response, I am the owner of the dealership that is responding that has spoken with Ms. [redacted] on many occasion, I am the one she asked to help her get out f the car and she even asked to get into a specific car, a black [redacted] 200 that we had in stock when we last spoke. She asked me to pull her credit application from her previous deal to see if I could get her out of the car loan, may I ask how are we supposed to try and get you out of the car unless we speak with lenders which she absolutely instructed me to do. I have already responded to the mechanical portion of the complaint. We understand has had a few issues that we have tried to address for Ms. [redacted] with as little expense as possible and we are of course unhappy about the situation as well but as far as trying to get her out of the vehicle and loan her credit simply doesn't support that transition without a large amount of money down to cover the negative equity of the loan or a strong co-signer. I am not sure if she doesnt want to do business with us why she would ask us to trade her out.
In regards to [redacted]'s issues, we are picking up the vehicle tomorrow and are going to repair whatever issues she is having with her [redacted]. The vehicle is fully state inspected but was experiencing some issues with her thermostat and radiator. We installed a new thermostat and radiator the...
first time and returned the vehicle to her. We are unsure if the issues she is experiencing now are new or have to do with her previous issues. We will keep her updated as we diagnose the service concerns. We are providing her with transportation while we fix her vehicle free of charge. We spoke with Ms. [redacted] and she understands and is now ok with us fixing her vehicle, this complaint must have been submitted prior to us speaking with her. thank you [redacted]
have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I do not except their response that is not a solution. I clearly stated I wanted them to repair the truck at their cost. Barrys has never called me back to disclose whether or not they would cover the repair, I can take the truck to [redacted] for repair if I was going to pay. The issue with my vehicle occurred within 2 weeks of purchase and they shrugged it off. I have no trust in Barrys Auto without them stating that the repair would be at their expense, I WILL NOT BRING IT BACK based on poor business ethics. I would be more than happy to bring the truck back anytime for repair at their cost, otherwise I will send it to [redacted] after I receive my loan from my 401k, and I will begin to proceed legal actions through a lawyer.
Regards,
[redacted]
[redacted] made no attempt to inform me of coming to their business to fix the problem and their employ [redacted] had told me they would pay for it hence why I took the vehicle to a shop expecting reimbursement. They're employees attitude, tone, and overall behavior towards me was unprofessional, rude, and extremely dismissive...that is until I asked to talk to management at which point they transferred me around their building to different phone numbers and gave me the wrong names of people I needed to talk to. And once I did finally get the right information regarding who the manager was, he still to this day hasn't contacted me in any way shape or form and most definitely didn't inform me to bring my vehicle to his business to get the car looked at. I wasn't in North Carolina when the problem started and if they had told me to bring it back to them to get fixed, which they didn't, I would have because I was one leave for 36 days visiting family and would have been more than able too. But instead they're going to lie about what they said/did and how they actually treat their military customers when they know they are leaving the area permanently and more than likely continue to repeat this behavior with no repercussions. But that's fine they are after all another dealership that makes false claims and puts on a fake face for the public...it's what the car business has turned into.
As we agree that the internet is not a place to find formal recalls its a great resource to find common issues with the vehicle. In fact we took it to the dealer on Ms. [redacted]' behalf and they found that the ECU clip was faulty and the [redacted] Dealership fixed it for free as this is a common issue with this model vehicle as we stated before. The vehicle is done and ready for pickup with no charge to the customer! [redacted]
To Whom it May Concern. We of course apologize if you feel you were mislead as that is never our intention. We can never tell a customer we can get their issue with their vehicle covered under warranty until we look at the vehicle. I have sat down with the technician and the...
service manager and they both confirmed that the complaint you had was directly tied to your shock which was severely damaged. If the shock wasn't damaged why did the customer have it replaced at his own shop. The wheel bearing makes a totally different sound according to our factory trained technician. After we would have replaced the leaking shock and test drove the vehicle we might have been able to hear the wheel bearing but the knock of the shock is so loud you couldnt hear anything else. We are terribly sorry our pricing wasn't in line with your technician. We do offer price matching had we had a quote form your own technician we would have matched it. The Wheel bearing however is covered and I'd be happy to pay for your deductible as goodwill for the inconvenience or miscommunication. Thank you, [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 12046467. .
Your company is leaving out the facts here... I was sold this car 8 to 9 months ago... days after my purchase I complained of the minor thump ... I was assured that all cars that are sold go threw a full inspection and all repairs are made that there should be no noises from anyhing wrong with the car to not be concerned ... told me it could be the tool bag attached to the spare tire or a piece to he jack that should be in the trunk... I spent a few months not driving due to money and weather issues ... as soon as I started using it again I called again and said that I had went threw the trunk and the noise was still he same ... nothing was bouncing around ... shop recommended I bring it in I bring it in and am told I have a severe shock issue ... severe shock... makes a loud bang not a thump with a light wiggle. .. now ... besides the over pricing your company would have had 0 issue and would have been told to do the job if... it up held its websites statement if free loaners ... I was denied and lied to told I was a liar as I was looking at your website .... that's where this is coming from I wouldn't be pressing the facts ... I would caved in and took the loss... but now that your not seeing my point here let me explain ... y car was broken and you lied about I did nothing with or to the car to have a severe anything issue... but lack of commitment to your policy it was broken and the same problem wouldn't have been fixed by the replacement of the shocks because the shocks were of no issue shocks are loud especially when severe my car made no loud bangs or bumps... fact is the same exact noise was being made after I had my shop replace the shocks wich they do so because I told them too not because they diagnosed it ... after they replaced and the same exact noise and wiggle was present I then asked them to re diagnose it based on my complaint ... minutes later they brought me into the shop and showed me that the first step to diagnose the problem I described was to check the wheel to see if it's lose or the bearing wiggles quickly noticing the play and the similar noise I heard from in the car told me and them that was the issue I asked if he would normally check the shocks before that step and they stated no that they would check the shocks if I was complaining of a much louder noise stating that a severe shock issue would be very noticable not a faint thump... regardless the 2013 should have been in mint condition from off the lot 8 to 9 months of regular driving primarily escorting elderly to and from appointments and for to work and from work very close to my house there should be no problems .... you need to understand that there was never a shock issue ... there was never a loud noise being made... that's the lie ... and that lie should make you realize you sold me the broken car ... to me that against policy and should be against the law ... I replaced shocks you should pay I replaced a wheel bear assembly you should pay ... the car shouldn't have had any problems and I never should have been sold it broken then lied too ... to be lied to more about what was wrong... to be lied to and called a liar when trying to make you uphold your false advertising about free loaners ... I will contact the attorney generals office and other corporations to press this rude behavior until you uphold your 100 percent customer satisfaction gaurentee that you flaunt all over your websites and on your in store fliers and signs I was attracted to your business for that reason I chose you I could have found and better deal I chose to deal with you hoping your company would keep me as happy as your sales team ... this is not funny but your employees had salesmiles ands they informed me my parts where not covered and as I salesmiles too there telling them I know what a bad shock sounds like and I knew that wasn't what I was hearing again the used the words I assure you there bad and can't only do 1 we have to do both and there quite expensive but they need to be done ... trying to suck me in to paying for parts that I truly believe we're never damaged ... and if they were in such a condition it was on your company not fixing them before selling me the car or at least putting in ifntn paper that the car would need them soon ... assuming again that your all cars go threw a xxx point inspection and are fixed before sold... in all you should pay for all things fixed that I have receipts for labor and parts because the car shouldn't have either of these issue in the little amount of time it's been in my hands ... again I was kind enough to let all slide if you had just given me the free loaner so you can only thank yourselves for whatever loss I make you feel and I have time I have money and I will pay to make this the biggest deal for your company wether I have to get a crowd to protest or a lawyer to sue I will do what needed I am an honest person and your people there are rude in general let alone doing things like this to regular people on a regular basis ... not fair ... example of rude... I brought the car in for one of those free washes and you guys chipped the paint in like 3 places I immediately said something and was told there was nothing they could do... sorry... 8 to 9 months guys car should be mint I have a perfect driver record my avg speed is 20 like omg severe shock.... wheel bearing .... sorry never seen it happen before on such a new car ... so feel free to explain so it can do the same as your employees and assure you that your wrong and not looking at this from the whole picture this isn't a mis diagnosis this is a deliberate diagnoses on a car that shouldn't have any problems... for company profit gain period your staff mentioned nothing Bout price matching actually they were laughing actually how upset my wife was when she heard she somehow had actually severe shock issue on her brand new car ... smerking and making comments acting like I should know better so I used my better judgment to assure myself your shop was out to make a buck ... so as far as I'm concerned I'll do everything I'm can to be reimbursed in whole for you lack of professionalism or for your rudeness in regards to a mistake clearly made bye you techs because your sales floor is not going to know that they over looked the wheel bearing assembly. .
Regards,
[redacted]
In regards to [redacted] complaint, unfortunately water leaks are not covered under our internal warranty because it is not a safety related item. We did instruct [redacted] if he had been able to service the vehicle here we would have gladly tried to help him however because these issues happened...
while he was out of state we weren't able to fix the vehicle at our facility and therefore good will doesn't apply. We would have tried to correct the issue at a discounted labor rate if he was able to bring it to us but this happened while he was in North Carolina and therefore we never had the opportunity to look at the vehicle and verify/address his concern. We cannot just send checks all over the country for items that are not covered. We apologize that this happened and we would have liked to help him at our facility but he was unable to come to us. [redacted]
Ms. [redacted] is very confused. She has visited the dealership on several occasions and when we try to explain the terms of her finance agreement to her she gets very upset and storms out. She doesn't understand that the taxes and registration are itemized on her retail installment...
contract. She thinks that because she gave the lender 2000 down to purchase her vehicle where that money has been applied to her sales tax that it shouldn't be on her retail installment contract. we have tried to explain it to her multiple times, I even told her I would write everything out for her and she didn't want me to explain it to her again. there truly is nothing to discuss...
In response to Ms. [redacted]'s complaint, I have spoken with Ms. [redacted] many times and have been involved in her services with our company. I have returned many phone calls to Ms. [redacted] and have tried to get her out of the vehicle as far as trading her out but due to her credit...
situation she is unable to trade out of the car. As far as her service concerns, we of course feel bad that her vehicle has needed service but we have helped where we can, "goodwilling services" that are not covered under warranty to minimize her cost. We fixed everything under her warranty within the 30 day period when she bought the car. The items that she has had to replace on the vehicle after the 30 days were not covered by Barry's as her 30 day warranty had expire. I have attached a detail of what Ms. [redacted] had to have replaced and when they were replaced. As you can see most of her issues that she had to pay for out of pocket other than a $100 deductible on a covered part started after 6 months of already owning the vehicle. As we never intend our used cars to have issues, sometime they need additional service. We adhered to RI state law, including RI lemon law. Ms. [redacted] owns a vehicle that is 10 years old with almost 130,000 miles on it and though we back all of our vehicles regardless of age and or miles, vehicles that are older with higher miles are expected to need more services than newer vehicles. We have tried to help Ms. [redacted] in many ways and feel deeply for any customer that has to spend money on their vehicle but that is unfortunately a part of owning a pre-owned car. PURCHASE DATE 6/29/2016 Internal Customer Pay COMMENTS DATE Length of time since purchase COMMENTS DATE Length of time since sale UVI 3/30/2016 0 days customer hit pot hole and damaged strut under warranty 7/13/2016 2 weeks replaced faulty fan motor 8/31/2016 2 months cooling fan needed to be replaced under warranty 8/15/2016 1.5 months electric fan assembly 4/18/2017 10 months replaced oil filter housing gasket & sway bar bushings 12/19/2016 6 months replaced shock and valve cover gasket 1/12/2017 7 months replaced mass air flow sensor 1/17/2017 7 months valve cover gasket under warranty 1/26/2017 7 months needs starter under warranty 4/25/2017 10 months power steering pipe 5/4/2017 11 months Internal Customer Pay COMMENTS DATE Length of time since purchase COMMENTS DATE Length of time since sale UVI 3/30/2016 0 days customer hit pot hole and damaged strut under warranty 7/13/2016 2 weeks replaced faulty fan motor 8/31/2016 2 months cooling fan needed to be replaced under warranty 8/15/2016 1.5 months electric fan assembly 4/18/2017 10 months replaced oil filter housing gasket & sway bar bushings 12/19/2016 6 months replaced shock and valve cover gasket 1/12/2017 7 months replaced mass air flow sensor 1/17/2017 7 months valve cover gasket under warranty 1/26/2017 7 months needs starter under warranty 4/25/2017 10 months power steering pipe 5/4/2017 11 months
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Below is the email that I sent to both the General Manager and the Dealer Principal To this day I haven'treceived a response nor was I ever instructed to bring the vehicle to themI'm scheduled to attend a military school in Newport, RI in June of this year and if I was informed to bring the vehicle to them after I reported to my duty station in North Carolina I very well could have taped up the sunroof and waited to have them fix it when I got there but once again I was instructed by *** to have the bills faxed to *** It even says on their web page "we're dedicated to solving problems first and making money second." "Bottom line, you deserve to be treated with respect and honesty when buying a carAnd thats what I'm promising." this is obviously not the caseI was lied to about the condition of the car I purchased from *** and found that out very quickly a few days after purchasing the vehicle and on top of that I was treated with the upmost disrespect and rudely dismissed repeatedly when calling to address the issue and now being called a liar! I would like all my comments/responses and original complaint to be published on the Revdex.com website for *** Auto Group and I hope that this will prevent future incidents like this with any customers I'll also be calling my old command in Newport and speaking to them regarding this entire ordeal and hopefully they black list *** and ban any military from purchasing vehicles or even having their vehicles serviced there I've never been treated like this EVER, even in foreign countries and I've most defiantly never been called a liarI'm a man of principle, integrity, honesty and loyalty and have never had it questioned before my dealings with *** and Mr*** *** To: l***@***motors.com Cc: ***Good evening Sir,My name is *** *** and I purchased a *** *** *** from your dealership on Friday November 7th, through *** ***By the 10th of November I had a stream of water pouring through the headliner above the sun visors on both driver side and the passenger side and down the driver side and passenger side pillars and dripping into the car. I called *** on November 12th informing him of this and he instructed me to have a shop look at it and determine what the problem was and that *** Auto would cover the cost of repairs with the exception of the diagnostics. I visited an auto garage in Wisconsin where I had been on leave, they had instructed me to put the vehicle in a heated garage to see if the drainage tubes had frozen up and were causing the water to overflow onto the headliner which the mechanic said was a common problem in the winter. I tried this with no effect, the leak continued. So I brought it into another auto garage and they said the sun roof probably had to be replaced but would take weeks to get the sun roof ordered and my vehicle into the shop but I couldn't wait that long to get this done due to me having to be in North Carolina to report to my new duty station. I called *** back and informed him of the situation to which he instructed me to get the car into a shop once I got to North Carolina and have a garage there take another look at the problem and then to fax the estimate to *** so that they could cover the charges. Well this is what I did and the auto garage told me that the drainage tubes on both sides of the vehicle were plugged with debris and disconnected which they fixed but when I faxed the bill and called *** to make sure that *** had received the fax, *** was on vacation and the man I talked to dismissed me saying that "He could not authorize payment based off a verbal agreement *** had made with me without *** being present and that I would have to pay for the work myself and take it up with *** when he returned from vacation about reimbursement" This didn't correct the problem with the roof and the leak actually got worse and started leaking through the headliner in the back seat of my vehicle and was leaking onto my children's car seats. I called *** and informed him that I was still having problems with the roof and he told me to have the roof water tested to see if they could find where the leak was and again he stated that *** wouldn't cover diagnostics but would cover repairs of any problems/leaks the mechanics discovered. I had an appointment on the 17th of February, for the water testing and called *** a few hours before the appointment to make sure he was at *** and asked him if he would give the shop a card number or account number to charge the repairs to so that the same problem didn't happen again with me being dismissed by *** when trying to arrange payment and he told me "Yeah, just have the service department call here(*** to arrange everything with us and again sorry for all this". I passed the contact information to the service rep and he said he'd get ahold of *** He returned to me in the waiting room and said the first time he called he stated he got the receptionist and told her who he was, where he was calling from, what he was calling in regards to and that he needed to talk to *** about payment He said the receptionist told him *** wasn't there that day and asked if he would like to leave a message, so he said he hung up and waited minutes and called back but this time not saying who he was or what he was calling in regards to and asked to talk to *** and the reseptionist said "Let me go get him for you!" Once *** was on the phone with him, he stated who he was and that he was calling in regards to my vehicle and arranging payment for the workTo which he stated *** immediately became dismissive and stated that he wasn't going to pay for anything and that if I wanted someone to pay for the work to call my warranty company, and *** gave him the information and number to call The service rep told me before he called that he knew the company and that they wouldn't pay for the work because it wasn't mechanical but he would call anyways and check to see if they would, which they did not cover the problem in question with their policy So again, I paid for the work on my car and also paid for the parts to be ordered that were needed for repair During the water testing they found water leaking into the vehicle from the top door seals on both driver and passenger side front doors and said they'd be doing testing on the sunroof on this coming Saturday, February 21, when I go to have the seals replaced to make sure they didn't miss any other leaks I called *** repeatedly trying to get a hold of *** as soon as I left the shop, and after several phone calls, a woman finally answered the phone without stating her name or even stating where I had called, and asked in a rude manner "What I needed", to which I stated I was trying to get ahold of *** Again in a rude tone she said "He's on the phone right nowWhat are you calling about?" I told her I needed to talk to *** and for the third time in the same unprofessional tone she said "I just told you he's on the phone, do you want to leave a message?" I told her no and asked if his extension was still #*** She again rudely replied "what are you calling about?" I told her again I need to talk to *** and she yet again with a rude tone said "He's on the phone, what is it you need?" So I asked to speak to a manager She replied with the same tone, "I'm the internet sales manager, what is it you need?" I told her that I would like to speak to the General Manager She said, again with the continued tone, "That would be ***He's not here right now, so what can I help you with?" I told her, again, I wanted to talk to the General Manager and asked for his extension and I would just leave a message and a call back number She told me now with a more polite and friendly tone, "Well I'm just saying he's not here right now, are you sure this isn't something I can help you with?" To which I replied "Nope, I'll just leave a message and call back tomorrow to talk to ***." She then gave me ***'s extension (149* and the phone call endedAs soon as I had finished leaving *** a voicemail, *** called back concerned and asked what the problem was I then explained to him that I have tried to contact him multiple times to hold him responsible for the verbal agreements he had promised meI also informed *** that I had now spent over $on repairs that he had ensured me would be covered*** then said "I'm doing everything I can for you but I personally can't authorize payment for work done like this I'll tell you what go ahead and fax a copy of the receipt's and the all the paper work the shop gave you to *** with Attention *** on the fax and I'll see what I can do for you." During this time I handed my phone to the service representative at the auto garage that was testing my vehicle so that they could speak with ***I am unsure of the conversation that took place between the two but please note that this conversation took place after he had repeatedly informed me that he would be sure to have all of my expenses covered by *** AutoI then left the auto garage with a $bill for both parts and labor. I am contacting you out of extreme frustration that I had bought a car with significant issues and was told by one of your employees that *** would cover the cost of repairsI am now being dismissed when ever I call concerning this problemI was spoken to in a completely unprofessional manner until I requested to speak with the management which is when the employee's tones changed and suddenly became more attentive and concerned about the issue at hand I would also like to note that when I had logged on to *** web page, much to my surprise, *** is not even the General Manager I called again today, February, to confirm with *** who it was that I was actually sending the fax to since I was looking at a list of different Management Staff MembersWhen I read him off a list of different people(to include *** ***, *** ***, *** *** *** *** *** *** and *** *** *** stated, "*** is just the Sales Manager and *** is the General Manager and is the only one who can authorize payment for work like thisSo if you send the fax here to me at ###-###-####, I'll actually take the paper work to *** and tell him about the whole situation and make sure its brought to his attention." I sent the fax early this afternoon and curious to know if it was actually brought to your attention or if I was just tossed aside again The fact that I was told by the internet sales manager that the man I wanted to talk to was *** and *** originally wanted me to send the fax to *** until I called today and questioned this, leads me to believe that I was about to get dismissed and pushed under the rug once again This entire situation is extremely frustrating and at this point I'm extremely regretful that I bought a vehicle from your dealership and wish I hadn'tI'll be sure to be contacting the Revdex.com to let them know of my experience with your businessI came to your establishment with hopes of buying a vehicle and was assured by your staff that I had a safe vehicle with no accidents and in excellent conditionI am now facing vehicle repair bills due to empty promises from your employeesI would like to bring this to your attention to have this issue resolved and ensure that no other customers must have the experience that I have been dealing with for the past four monthsI appreciate your time, you can reach me at ###-###-#### or at ***
Please let me know if you would like me to fax a copy of the receipts and paperwork pertaining to the vehicle, to include the receipt from the work due to be done on FebruaryThank you, and I look forward to hearing from you soon.Respectfully,*** ***###-###-####Regards,
*** ***
We do apologize you feel this way, our salesperson [redacted] disagrees with Mr. [redacted] response.
In regards to Mr. [redacted]'s complaint, we instructed the customer to please bring the vehicle in so we could identify the problem as I said in my first response to this complaint. We still have not heard from [redacted]. [redacted], please call teh dealership, your welcome to ask for me, we will set up a time to have the car looked at again and see if we can identify the issue and rectify it. This appears to be exactly what you are looking for. Thank you! [redacted]
We instructed the customer to bring the vehicle in and leave it with us so we could verify the concern and if need be tear the vehicle down to identify the problem. He has not yet set an appointment to do so. Waiting for the call customer to call us.
We asked Ms. [redacted] to please bring her vehicle back for service so we could take care of all of her issues and we have not seen her since we asked her to come in. All she needs to do is come in so we can address her issues...
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
Why would I try for a 19,000.00 loan knowing how low my credit score had gotten over the past year? And yes you mentioned the *** 200, however I never seen it, nor test drove it, and said I would come in and talk to you or whoever i was speaking to on the phone, when I came in to pick up my car from service. Again my boyfriend went in and told you no we were all set. I also came in 3 weeks ago and sat with ***, who was suppose to have you contact me and I haven't heard anything since. So today I will be paying AGAIN for another power steering line to be installed another rental as well, and MR OWNER, is it ok that parts of my car were left just sitting on the engine and not put back were they belong? would you like your car returned back to you like that? And wait how is it also ok pre-owned or not that a coolant fan goes 4xs in less than a year. Your ok with that as well? Look at my service dates , in for service, out, back in a few times within a day or 2. Come on I may have a low credit score but really I'm far from stupid.
Regards,
*** ***
In regards to Ms [redacted]'s response, I am the owner of the dealership that is responding that has spoken with Ms. [redacted] on many occasion, I am the one she asked to help her get out f the car and she even asked to get into a specific car, a black [redacted] 200 that we had in stock when we last spoke. She asked me to pull her credit application from her previous deal to see if I could get her out of the car loan, may I ask how are we supposed to try and get you out of the car unless we speak with lenders which she absolutely instructed me to do. I have already responded to the mechanical portion of the complaint. We understand has had a few issues that we have tried to address for Ms. [redacted] with as little expense as possible and we are of course unhappy about the situation as well but as far as trying to get her out of the vehicle and loan her credit simply doesn't support that transition without a large amount of money down to cover the negative equity of the loan or a strong co-signer. I am not sure if she doesnt want to do business with us why she would ask us to trade her out.
In regards to [redacted]'s issues, we are picking up the vehicle tomorrow and are going to repair whatever issues she is having with her [redacted]. The vehicle is fully state inspected but was experiencing some issues with her thermostat and radiator. We installed a new thermostat and radiator the...
first time and returned the vehicle to her. We are unsure if the issues she is experiencing now are new or have to do with her previous issues. We will keep her updated as we diagnose the service concerns. We are providing her with transportation while we fix her vehicle free of charge. We spoke with Ms. [redacted] and she understands and is now ok with us fixing her vehicle, this complaint must have been submitted prior to us speaking with her. thank you [redacted]
Revdex.com:
I...
have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I do not except their response that is not a solution. I clearly stated I wanted them to repair the truck at their cost. Barrys has never called me back to disclose whether or not they would cover the repair, I can take the truck to [redacted] for repair if I was going to pay. The issue with my vehicle occurred within 2 weeks of purchase and they shrugged it off. I have no trust in Barrys Auto without them stating that the repair would be at their expense, I WILL NOT BRING IT BACK based on poor business ethics. I would be more than happy to bring the truck back anytime for repair at their cost, otherwise I will send it to [redacted] after I receive my loan from my 401k, and I will begin to proceed legal actions through a lawyer.
Regards,
[redacted]
[redacted] made no attempt to inform me of coming to their business to fix the problem and their employ [redacted] had told me they would pay for it hence why I took the vehicle to a shop expecting reimbursement. They're employees attitude, tone, and overall behavior towards me was unprofessional, rude, and extremely dismissive...that is until I asked to talk to management at which point they transferred me around their building to different phone numbers and gave me the wrong names of people I needed to talk to. And once I did finally get the right information regarding who the manager was, he still to this day hasn't contacted me in any way shape or form and most definitely didn't inform me to bring my vehicle to his business to get the car looked at. I wasn't in North Carolina when the problem started and if they had told me to bring it back to them to get fixed, which they didn't, I would have because I was one leave for 36 days visiting family and would have been more than able too. But instead they're going to lie about what they said/did and how they actually treat their military customers when they know they are leaving the area permanently and more than likely continue to repeat this behavior with no repercussions. But that's fine they are after all another dealership that makes false claims and puts on a fake face for the public...it's what the car business has turned into.
As we agree that the internet is not a place to find formal recalls its a great resource to find common issues with the vehicle. In fact we took it to the dealer on Ms. [redacted]' behalf and they found that the ECU clip was faulty and the [redacted] Dealership fixed it for free as this is a common issue with this model vehicle as we stated before. The vehicle is done and ready for pickup with no charge to the customer! [redacted]
To Whom it May Concern. We of course apologize if you feel you were mislead as that is never our intention. We can never tell a customer we can get their issue with their vehicle covered under warranty until we look at the vehicle. I have sat down with the technician and the...
service manager and they both confirmed that the complaint you had was directly tied to your shock which was severely damaged. If the shock wasn't damaged why did the customer have it replaced at his own shop. The wheel bearing makes a totally different sound according to our factory trained technician. After we would have replaced the leaking shock and test drove the vehicle we might have been able to hear the wheel bearing but the knock of the shock is so loud you couldnt hear anything else. We are terribly sorry our pricing wasn't in line with your technician. We do offer price matching had we had a quote form your own technician we would have matched it. The Wheel bearing however is covered and I'd be happy to pay for your deductible as goodwill for the inconvenience or miscommunication. Thank you, [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 12046467. .
Your company is leaving out the facts here... I was sold this car 8 to 9 months ago... days after my purchase I complained of the minor thump ... I was assured that all cars that are sold go threw a full inspection and all repairs are made that there should be no noises from anyhing wrong with the car to not be concerned ... told me it could be the tool bag attached to the spare tire or a piece to he jack that should be in the trunk... I spent a few months not driving due to money and weather issues ... as soon as I started using it again I called again and said that I had went threw the trunk and the noise was still he same ... nothing was bouncing around ... shop recommended I bring it in I bring it in and am told I have a severe shock issue ... severe shock... makes a loud bang not a thump with a light wiggle. .. now ... besides the over pricing your company would have had 0 issue and would have been told to do the job if... it up held its websites statement if free loaners ... I was denied and lied to told I was a liar as I was looking at your website .... that's where this is coming from I wouldn't be pressing the facts ... I would caved in and took the loss... but now that your not seeing my point here let me explain ... y car was broken and you lied about I did nothing with or to the car to have a severe anything issue... but lack of commitment to your policy it was broken and the same problem wouldn't have been fixed by the replacement of the shocks because the shocks were of no issue shocks are loud especially when severe my car made no loud bangs or bumps... fact is the same exact noise was being made after I had my shop replace the shocks wich they do so because I told them too not because they diagnosed it ... after they replaced and the same exact noise and wiggle was present I then asked them to re diagnose it based on my complaint ... minutes later they brought me into the shop and showed me that the first step to diagnose the problem I described was to check the wheel to see if it's lose or the bearing wiggles quickly noticing the play and the similar noise I heard from in the car told me and them that was the issue I asked if he would normally check the shocks before that step and they stated no that they would check the shocks if I was complaining of a much louder noise stating that a severe shock issue would be very noticable not a faint thump... regardless the 2013 should have been in mint condition from off the lot 8 to 9 months of regular driving primarily escorting elderly to and from appointments and for to work and from work very close to my house there should be no problems .... you need to understand that there was never a shock issue ... there was never a loud noise being made... that's the lie ... and that lie should make you realize you sold me the broken car ... to me that against policy and should be against the law ... I replaced shocks you should pay I replaced a wheel bear assembly you should pay ... the car shouldn't have had any problems and I never should have been sold it broken then lied too ... to be lied to more about what was wrong... to be lied to and called a liar when trying to make you uphold your false advertising about free loaners ... I will contact the attorney generals office and other corporations to press this rude behavior until you uphold your 100 percent customer satisfaction gaurentee that you flaunt all over your websites and on your in store fliers and signs I was attracted to your business for that reason I chose you I could have found and better deal I chose to deal with you hoping your company would keep me as happy as your sales team ... this is not funny but your employees had salesmiles ands they informed me my parts where not covered and as I salesmiles too there telling them I know what a bad shock sounds like and I knew that wasn't what I was hearing again the used the words I assure you there bad and can't only do 1 we have to do both and there quite expensive but they need to be done ... trying to suck me in to paying for parts that I truly believe we're never damaged ... and if they were in such a condition it was on your company not fixing them before selling me the car or at least putting in ifntn paper that the car would need them soon ... assuming again that your all cars go threw a xxx point inspection and are fixed before sold... in all you should pay for all things fixed that I have receipts for labor and parts because the car shouldn't have either of these issue in the little amount of time it's been in my hands ... again I was kind enough to let all slide if you had just given me the free loaner so you can only thank yourselves for whatever loss I make you feel and I have time I have money and I will pay to make this the biggest deal for your company wether I have to get a crowd to protest or a lawyer to sue I will do what needed I am an honest person and your people there are rude in general let alone doing things like this to regular people on a regular basis ... not fair ... example of rude... I brought the car in for one of those free washes and you guys chipped the paint in like 3 places I immediately said something and was told there was nothing they could do... sorry... 8 to 9 months guys car should be mint I have a perfect driver record my avg speed is 20 like omg severe shock.... wheel bearing .... sorry never seen it happen before on such a new car ... so feel free to explain so it can do the same as your employees and assure you that your wrong and not looking at this from the whole picture this isn't a mis diagnosis this is a deliberate diagnoses on a car that shouldn't have any problems... for company profit gain period your staff mentioned nothing Bout price matching actually they were laughing actually how upset my wife was when she heard she somehow had actually severe shock issue on her brand new car ... smerking and making comments acting like I should know better so I used my better judgment to assure myself your shop was out to make a buck ... so as far as I'm concerned I'll do everything I'm can to be reimbursed in whole for you lack of professionalism or for your rudeness in regards to a mistake clearly made bye you techs because your sales floor is not going to know that they over looked the wheel bearing assembly. .
Regards,
[redacted]
In regards to [redacted] complaint, unfortunately water leaks are not covered under our internal warranty because it is not a safety related item. We did instruct [redacted] if he had been able to service the vehicle here we would have gladly tried to help him however because these issues happened...
while he was out of state we weren't able to fix the vehicle at our facility and therefore good will doesn't apply. We would have tried to correct the issue at a discounted labor rate if he was able to bring it to us but this happened while he was in North Carolina and therefore we never had the opportunity to look at the vehicle and verify/address his concern. We cannot just send checks all over the country for items that are not covered. We apologize that this happened and we would have liked to help him at our facility but he was unable to come to us. [redacted]
Ms. [redacted] is very confused. She has visited the dealership on several occasions and when we try to explain the terms of her finance agreement to her she gets very upset and storms out. She doesn't understand that the taxes and registration are itemized on her retail installment...
contract. She thinks that because she gave the lender 2000 down to purchase her vehicle where that money has been applied to her sales tax that it shouldn't be on her retail installment contract. we have tried to explain it to her multiple times, I even told her I would write everything out for her and she didn't want me to explain it to her again. there truly is nothing to discuss...
In response to Ms. [redacted]'s complaint, I have spoken with Ms. [redacted] many times and have been involved in her services with our company. I have returned many phone calls to Ms. [redacted] and have tried to get her out of the vehicle as far as trading her out but due to her credit...
situation she is unable to trade out of the car. As far as her service concerns, we of course feel bad that her vehicle has needed service but we have helped where we can, "goodwilling services" that are not covered under warranty to minimize her cost. We fixed everything under her warranty within the 30 day period when she bought the car. The items that she has had to replace on the vehicle after the 30 days were not covered by Barry's as her 30 day warranty had expire. I have attached a detail of what Ms. [redacted] had to have replaced and when they were replaced. As you can see most of her issues that she had to pay for out of pocket other than a $100 deductible on a covered part started after 6 months of already owning the vehicle. As we never intend our used cars to have issues, sometime they need additional service. We adhered to RI state law, including RI lemon law. Ms. [redacted] owns a vehicle that is 10 years old with almost 130,000 miles on it and though we back all of our vehicles regardless of age and or miles, vehicles that are older with higher miles are expected to need more services than newer vehicles. We have tried to help Ms. [redacted] in many ways and feel deeply for any customer that has to spend money on their vehicle but that is unfortunately a part of owning a pre-owned car. PURCHASE DATE 6/29/2016 Internal Customer Pay COMMENTS DATE Length of time since purchase COMMENTS DATE Length of time since sale UVI 3/30/2016 0 days customer hit pot hole and damaged strut under warranty 7/13/2016 2 weeks replaced faulty fan motor 8/31/2016 2 months cooling fan needed to be replaced under warranty 8/15/2016 1.5 months electric fan assembly 4/18/2017 10 months replaced oil filter housing gasket & sway bar bushings 12/19/2016 6 months replaced shock and valve cover gasket 1/12/2017 7 months replaced mass air flow sensor 1/17/2017 7 months valve cover gasket under warranty 1/26/2017 7 months needs starter under warranty 4/25/2017 10 months power steering pipe 5/4/2017 11 months Internal Customer Pay COMMENTS DATE Length of time since purchase COMMENTS DATE Length of time since sale UVI 3/30/2016 0 days customer hit pot hole and damaged strut under warranty 7/13/2016 2 weeks replaced faulty fan motor 8/31/2016 2 months cooling fan needed to be replaced under warranty 8/15/2016 1.5 months electric fan assembly 4/18/2017 10 months replaced oil filter housing gasket & sway bar bushings 12/19/2016 6 months replaced shock and valve cover gasket 1/12/2017 7 months replaced mass air flow sensor 1/17/2017 7 months valve cover gasket under warranty 1/26/2017 7 months needs starter under warranty 4/25/2017 10 months power steering pipe 5/4/2017 11 months