Jim Falk Motors of Maui, Inc.

Complaint: ***
I am rejecting this response because: the business still has not completed the action to resolve my issue, having the title of my vehicle in my name delivered to me.
In my conversations with *** Corporate on 6/3/16, associates at Jim Falk requested the title by overnight correspondenceThey at the time told *** Corporate they would still have to process the paperwork through the DMV to transfer the title into my nameThis is something I paid for and requested on 3/25/16, as noted in the last response hereAs also noted in the last response published on the Revdex.com, Jim Falk *** once again did not know what was transpiring within its own dealership, citing they were "misinformed" on the status of a title that has been missing now for months, and then placating the situation by creating a choice for me, the customer, to negate the service I already pur***d from the dealership on 3/25/if I chose because of their mishandling And process the title by myself, also noting how difficult of a process this would be on my ownI will consider this issue resolved when the title of my vehicle, solely in my name, is delivered to my homeThis was requested per the transaction on 3/25/16, per the discussion with Dennis on 4/20/with guarantee all issues were resolved after not grounding the lease, a dealer mistake, per the discussion on 5/22-5/with Ray and Lori, with admittance of a second dealer mistake of not submitting the odometer statement, per the discussion on 6/3/with *** at *** Corporate Customer Service and his communication with Jim Falk ***, and per the discussions here 6/22-6/23/where employee Scott O'*** stating he was "misinformed" and held the title in his hands, although in his previous email states that my complaint was about "some delay" and that I "had been furnished my title."
Furthermore, regarding my desire that "staff go through customer service training", I still think that Jim Falk should be required to document this trainingThe inability to communicate within the business is documented here in their response to a disputePerhaps it also needs to be on logistical day to day operations as well seeing as I have a three month paper trail with consistent dealership admission of fault to process a lease buyout, which requires total actions on part of the dealership after the transaction with the customer and before the 3rd party assists with the DMVIf there are such serious issues with this minuscule transaction, I believe the issue to be more systemic within the business
Sincerely,
*** ***

It was very disheartening to read Mr***' complaint to the Revdex.com given the amount of attention and free services we provided to this gentleman who now, it is clear, was simply taking advantage of our Service Manager's kindness to him.
Mr*** has a year old vehicle which he
neither purchased from us nor ever serviced with us until October of 2014. Not surprisingly, the vehicle has a number of wear and tear issues. His after-market extended warranty, also purchased elsewhere, declined to pay for any of these items since they are excluded as wear and tear. After years taillights burn out, headlamps burn out, belts loosen, dome lights go out, and clocks stop telling time, etc. However, after bringing his vehicle in for some very specific service items which were repaired properly, he would continue to re-appear at the dealership claiming some other problem which he then blamed on our previous repair. None of these complained of items had any relation to the work previously done. We accommodated Mr*** with several free repairs and small parts replacements on items which we clearly had no responsibility for and now he shouts "elder abuse." This is as a result of our Service Manager finally telling Mr*** that we could not offer him any more free work on his car. Our Service Manager was always courteous and kind to Mr***.Mr*** has also complained to the Revdex.com and spend an inordinate amount of time with of our managers who tried to assist him when he complained, claiming that we are not a licensed and authorized ***i dealer or service center which is just a silly waste of time. It is not our responsibility to explain the corporate structure of our business or the relationship of manufacturers and their franchisees to Mr*** nor do we intend to do so here.
Mr*** is clearly much more satisfied with the work of his "shade tree" mechanics, as he put it, and therefore he should continue to patronize their businesses instead of ours. We have no ill will toward Mr*** and wish him the best but there is nothing more that we can do for him and there is nothing that we owe him

The Complainant pur***d her vehicle after a previous lease and there was some delay in getting her title released from ***'s financing division due to a missing odometer statement. The Complainant received multiple apologies for the delay. Her requested resolution is that she wants
her title. She has been furnished her title. Regarding her desire to have "staff go through customer service training", that is an ongoing process that always takes place at the dealership

*** *** *** ***
*** *** *** *** *** *** **
*** *** *** *** ***
*** *** *** *** * *** *** *** *** ** *** *** *** ***My complaint was resolved to my
satisfaction 10/16/when gift cards were emailedThank you *** ***

The items requested by the Complainant were all available to him today; new registration good through Decand sign-off on safety check with new registration. However, to clarify one point, the Complainant did not pay for new registration, he paid $for the transfer of the existing
registration. The company absorbed the cost of registration renewal through Dec2016. We're not sure why the Complainant felt it necessary to complain to the Revdex.com since all of this was explained to him as being due to a minor delay in obtaining the title following the payoff of the vehicle that he wished to purchase

We are sorry that the Complainant feels that she did not have a good experience. National lease advertisements come directly from the manufacturers. However, they do not apply to all vehicles actually in stock and depend on numerous variables due to trim levels, accessories, etc.
Specific lease offers due expire but there are brand new programs available right now. Of course no lease or purchase is final until an actual contract is prepared, both parties aware of all terms, and the contract is signed. We would like to invite the Claimant to meet with Jim Falk ***'s General Sales Manager, MrRey Vergel De *** and we're certain that she'll be able to find a vehicle that meet's all of her needs

Complaint: ***
I am rejecting this response because: I have not received a title to this car, which I paid for on August 4, 2017.This dealer has failed to deliver me a title within the time allotted by the State of Hawaii, having therefore failed, refused, and/or neglected to obey the law.In addition, this dealer has repeatedly lied about this car, failed to live up to it's word, and refused to communicate with me.After receiving the complaint from the Revdex.com, the dealer contacted my son, not me He told my son that after he sent a failed safety inspection, only they would I receive a title The car had an expired safety inspection upon arrival to the port of Hilo I had a safety inspection done the second day I had the car in August At this point I had signed for the car at the port, it was not in possession of the dealer, and it had an expired safety inspection This can be varified, proving that the dealer is indeed lying about this, and as I claim, about many other matters. I do not have a title, was never given a receipt, though my insurance company requested one Therefore I cannot register the car
Sincerely,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
We did purchase a used car from you folksIt does have just over 100,milesWhen buying the car from *** the salesman assured us nothing was wrong with the car and two months later after barley driving the car blue smoke starts pouring out of the tail pipeUnder the Sale of Goods act Jim Falk Motors of Maui Incis liable for the cost of repairsState laws hold dealers responsible if cars they sell don't meet reasonable quality standardsThese obligations are called implied warranties - unspoken, unwritten promises from the seller to the buyerHowever, dealers in most states can use the words "as is" or "with all faults" in a written notice to buyers to eliminate implied warrantiesThere is no specified time period for implied warrantiesWe have become a victim of Jim Falk Motors Of Maui We feel used and taken advantage ofOf course we don't have extra money for a new carWe have three small children and are battling a sickness in our family which can tend to be very expensiveWe have the same credit as we did when we bought our first car and didnt have a problem getting financed thenWe asked if we could use the money we have put down and paid so far on a car as a trade in for something thats nots going to blow up on usWe also asked if they could have the car repairedWe are flexible but unwilling to put anymore money or time into the car we are making monthly payments onWe got sold a lemon and Jim Falk Motors of Maui can make all the excuses in the world but I waited over mins just talk talk to a manager after getting the run around for an hour priorThe lack of compassion and care this company has for its customers is disgusting and volatile When we actually called *** to settle this , he said it should be no problem come in and we will fix the issueDoes that fall on our shoulders for following the directions of an employee telling us he will fix this, I am appalled at the way this company does business and if no action is taken by Jim Falk motors of Maui , we will be looking into a lawsuit because they have violated , the sale of goods act, lemon law and have discriminated against us due to our large family and low credit which was approved priorThis is my last and final attempt to resolve this in a peaceful manner out of the court roomWe have been lied to and cheated by this companyWe got told a man that worked there 17days was a manager who we later found out was notIt just seems like one thing after anotherI understand things happen but when your a large company and something happens to you customer you fix it When you customer is upset you help resolve the issue too leave everyone with a smile on there faceWhat Jim Falk Motors Maui has done, is not professional and they really need to do some weeding out in the management departmentThis is really sad to punish a family when selling them a car with prior issuesWe also paid almost $and the blue book is under $The repairs are more then the value of the carMy next steps will be contacting the bank and an attorney if this matter does not get fixed

We are sorry that Mr*** feels it necessary to continue to pursue his complaint. Our position has not changed. Mr*** was given numerous free services and everything repaired by the company was done so in accordance with industry standards. We have nothing further to say on the matter beyond the lengthy response that we have already provided and wish Mr*** the best

The dealership has installed the bed liner times now for the Complainant. It has been inspected by the manufacturer's representative on Maui all times, and he has confirmed that it has been done appropriately and within manufacturer's specifications. The original application had
some slight variations in color which is completely due to cure rates and exposure to the elements. The sprbed liner is to protect the truck's bed and is not a cosmetic item. It will fade and there will be color variation which is completely normal. I'm afraid that the dealership has done everything it could for the Complainant but apparently nothing short of a new truck will satisfy him. Regarding the timing of the completion of the reapplication of the liner - both times - the product had to be ordered and shipped from the mainland by boat. You cannot air freight the material. Regarding claims of miscellaneous complaints by the Complainant of body damage to his vehicle, we repaired both issues in our body shop even though we don't believe that the dealership had any responsibility for the minor damage that he pointed out. However, his statement about our body shop using "touch-up" paint is simply wrong. We don't use toupaint. An entire area of his truck was re-painted and blended to match using manufacturer's original paint at our cost and as an attempted customer accommodation. That's the only way that repairs like this can be made at our body shopThe Complainant also became engaged in a protracted disagreement with the manufacturer over "road noise" that he claimed was a defect. It was not and he was finally convinced that the after-market tires that he had installed were the cause of the noise he was hearing

*** *** *** ***
*** *** *** *** *** *** **
*** *** ***
*** *** *** *** * *** *** *** *** ** *** *** *** ***Thank you for the updateIt honestly infuriated me, every bit of that letter is a lieI have the names of the associate on the phone at dominion that asked "mike" not me to scratch with coinThey are completely and utterly full of lies

Complaint: ***
I am rejecting this response because: none of the info that Jim Falk has provided is truthful!!, I called and spoke with the representative in charge of this case and am sending supporting documentation to prove my case. I have very detailed notes, from meeting and phone calls with jim falk and the dominion sure seal manufacturerin addition I aslo have voice recordings of phone calls with jim falk stating that the bed liner was not done correctly.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response
because: The issue regarding my seat and a check of the repairs done was resolved to an extentThe gas tank should have been dropped to replace the fuel pump and it was not, this was verified by the mechanic and I do have that in writingThey used the access panel under the drivers side back seat a short cutThey do this to save time and it is less labor intensiveThat panel is not meant to be used to replace the fuel pump and there can be repercussions doing the work this wayFor example some reports have stated not having as good of gas mileage per gallon and the smell of fuel coming from the carI have filled the tank and am recording how many miles I get to the tank I will see if I am getting the same, better or worse mileage than before the repairsAlso, that is why my front driver seat was removed, so the mechanic would have more room to workNot bolting my seat down is negligence Now there is still the fact some used my vehicle with out my consent and put miles on my carThat part of my complaint has not been addressed
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:This was not a clerical error, but a series of lies and intentionally ignoring contacts.I received an unsigned sales agreement; it has no validity It is not signed by either dealer or I.I signed a copy and returned it to the dealer in August 2017.The car was finally registered in my name a few weeks ago, thanks to Revdex.com follow up.This dealership is DISHONEST and should not be in business
Sincerely,
*** ***

*** *** *** ***
*** *** *** *** *** *** **
*** *** ** *** ***
*** *** ** ***Hi ***,I apologize for my misunderstanding of how the process works In response,• I accept the business’ response.• I want the outside service I have paid for to complete the process.• I would like to title mailed to me.I have to leave island for a family emergency, and I will not be back until 7/25/ If the title will be processed before then, I would like it delivered to my mainland address or my work address on island.Thank you for your time,*** ***

Complaint: ***
I am rejecting this response because: none of the info that Jim Falk has provided is truthful!!, I called and spoke with the representative in charge of this case and am sending supporting documentation to prove my case. I have very detailed notes, from meeting and phone calls with jim falk and the dominion sure seal manufacturerin addition I aslo have voice recordings of phone calls with jim falk stating that the bed liner was not done correctly.
Sincerely,
*** ***

Hi ***,Yes. I went to JIM FALK MOTORS on SAT, 11/and they provided me with the current registration (expires 12/2016) - under my name - as well as the a valid safety check (expires 11/2016). I would like to thank you and the Revdex.com is helping getting a quick response from the dealership and getting this resolved FINALLY.I would like to also add that it's not the delay in the registration that was an issue. My main concern was with obtaining a valid safety check for the vehicle. I was concerned about my 16-year old stepson getting pulled over and risk having his probational license suspended for an infraction like an expired safety check If there wasn't conflicting statements by the County of Maui DMV and the dealership then this wouldn't have been an escalated problem In all, everything is ok now To avoid these troubles in the future, I will just avoid purchasing future vehicles from here. Thank you for your assistance.Sincerely,*** ***

We are dismayed that Mr*** was disappointed in his recent experience at Jim Falk Motors of Maui. He has indeed purchased a number of vehicles from our stores over the years. Our manager that attempted to help him was also very surprised and disappointed to hear of this complaint
since Mr*** appeared to understand the economics that made it impossible to accept his traas a down payment and still put no money down on a new ** truck. The payoff on his vehicle was simply too high to enable the trade and this was carefully explained to him. Financing simply could not be arranged at the terms that he desired.It is also important to clarify an issue raised in the complaint. Mr*** claimed that Jim Falk Motors ran a TV ad that stated several terms that he thought that he could take advantage of. However, Jim Falk Motors DOES NOT do any TV advertising. He must be referring to a *** ** ad of some kind and you can rest assured that ** carefully vets all of its TV advertising to insure compliance with all Federal and State laws. However, generally speaking, special rate financing is always subject to approved credit and the specific valuations of each vehicle involved in any transaction. No misrepresentations of any kind were ever made to this customer and we have always enjoyed working with him in the past. We are at a loss to understand his complaint since all of the economics of the proposed transaction were carefully explained to him and he was simply disappointed that he could not make the trade and new purchase. However, it is unfair to blame the dealership for the simple economics of the proposed transaction

Hi ***,Yes. I went to JIM FALK MOTORS on SAT, 11/and they provided me with the current registration (expires 12/2016) - under my name - as well as the a valid safety check (expires 11/2016). I would like to thank you and the Revdex.com is helping getting a quick response from the dealership and getting this resolved FINALLY.I would like to also add that it's not the delay in the registration that was an issue. My main concern was with obtaining a valid safety check for the vehicle. I was concerned about my 16-year old stepson getting pulled over and risk having his probational license suspended for an infraction like an expired safety check If there wasn't conflicting statements by the County of Maui DMV and the dealership then this wouldn't have been an escalated problem In all, everything is ok now To avoid these troubles in the future, I will just avoid purchasing future vehicles from here. Thank you for your assistance.Sincerely,*** ***

Complaint: *** Dear "Management":Yes, you are correctMy interpretation of your last response, WAS that it was coming from Mr Vergel D* ***Thank you for clarifyingI stand corrected for my misinterpretationI am sorry that you feel my terms were a little harshI spoke the truthMy intent was not to be harsh, my intent was to speak the truthI have since met with Mr Vergel De ***He was pleasant & professionalHe assisted us in choosing a vehicleAs it stands, I am waiting for him to email information that will allow me to decide how I will pay for the vehicle Just a question on the ad that you refer to as the National AdIs this National Ad distributed to the different regions throughout the country, for the dealerships to use as incentive for sales & to pass along savings to the end line consumer? It was clear to me that offer excluded tax, title & licenses, as it was the first sentence in the adI called ***, to be sure that I was interpreting the Lease offer correctlyThe also had explained the current incentives that were being offered at the timeThe incemtives were a total of $($$manufacturers rebate applied to lease, plus $Bonus Cash.)Bottom line is that I like the ***I WILL purchase a ***I am able to walk in and write a check for the entire amount of the vehicle today, if I wanted toI think that if your responses thus far had actually taken responsibility or at least acknowledged the facts presented, I would feel more comfortableI think that the issue of me ASKING for a specific lease offered by ***, was NOT honoredAnd I was treated with disrespect, laughed at, and my request was ignoredI am over it and can easily move forwardI just do not understand why "Management" is not willing to take responsibility for the actions of the entity that you representYou do not even disclose who you are, nor in what capacity you are representing this entity.I find that odd.I will work with Rey to purchase lease or lease a ***, as he has been professional & respectful.* *** to top it off, I was treated with disrespect & unfairly.I truly feel that you are made
Sincerely,
*** ***