Jim Falk Motors of Maui, Inc.

The Company is currently working with GM to have the credit reporting issue cleared.  We will notify Revdex.com as soon as we have confirmation from GM that this has been taken care of for the customer.

Complaint: [redacted]
I am rejecting this response because:I have money to put down,yes they have local advertisement on new papers, local television and local radio stations island wide.I am voiding this Dealership for life.
Sincerely,
[redacted]

The complainants purchased a 14 year old vehicle with in excess of 100,000 miles on it for $4000. There are no warranties on such a vehicle and the complainant's clearly indicated that they knew that the vehicle was sold "as is". They were also free to have the vehicle inspected by an outside...

mechanic prior to purchase which they did not do.
The symptom of which they complained did not develop per the complainants until some 2 months after the purchase but it is now 7 months since the purchase. The complainants indicated that they knew that they were responsible for any repairs since they purchased it "as is" and so had it repaired by persons unknown to this dealership. We have no idea as to the manner in which those repairs were made but clearly they were ineffective.
As an accommodation 7 months after the sale, we offered an hour's worth of free diagnostic work which the complainants took advantage of. Unfortunately, the diagnostic revealed an improperly seated head gasket and now, scorched cylinders meaning that the entire top end needs to be replaced or rebuilt. This is a job which far exceeds the value of the vehicle ($4,000-$5,000). Mr. [redacted] was very gracious with our staff and declined having the repairs done and stated that he would do the work himself.
Regarding the complaints of rudeness, that is denied. It would appear to be more of an issue of not getting the answers that they were hoping to hear. The complainant herself describes her last visit as being with her "crying baby" and her "wild toddler" so perhaps it was difficult for her to communicate clearly with staff.
The fact of not being able to afford another vehicle is simply that: a fact. No offense is intended. But complainants were told that if they could come up with some more money we would try to get them financed and into another vehicle. Unfortunately they have not been able to come up with any more money and the credit is very poor. The entire idea behind a purchase of a very modest older vehicle with some financing is to rebuild the credit over approximately 6 months to a year and then move up to a more expensive vehicle and continue to reestablish credit.
The facts are that this vehicle was operating properly when it was sold from this company. It went through internal inspection and it was given a safety inspection as well which it passed. We have no idea when the problems developed, for how long they were allowed to continue, and the nature of the repairs made or by whom they were made. At this point there is really nothing we can do about the situation but it appears that after the diagnostics done just this week, the complainants have accepted the facts.

We are dismayed that Mr. [redacted] 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. [redacted] appeared to understand the economics that made it impossible to accept his trade-in as 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. [redacted] 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 [redacted] 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.

The Complainant pur[redacted]d her vehicle after a previous lease and there was some delay in getting her title released from [redacted]'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.

Complaint: [redacted]
I am rejecting this response because:
 
The response provided is unprofessional. The response  provided by Rey, does NOT accept responsibility for the manner in which I was lied to and was treated.
WHY would anyone Agree to try AGAIN, for a business meeting with a person that is unwilling to take responsibility for the incident(s) & in the very least offer up a sincere apology?  
Rey has not made an attempt to offer an apology!  His reponse states that" he is sorry that she feels this way." How would he know what I feel?  Its not a matter of HOW I FEEL, it is a matter of lack of  honesty, lack of respect, and lack of business ethics!
It was told to me, by Paul, that "... My manager Rey,  needs to meet his  quota for the month, therefore, I am receiving a GREAT deal..."  My point  is that Rey, the same person allowing his salesperson to LIE t me, is providing this reponse, but does NOT take responsibility for the matter at hand. The details are circumvented by words which offer me a chance to come back to look at the vehicles. 
Jim Falk Motors has failed to write up  a lease offer, as requested. Jim Falk Motors lied to me, when I arrived to sign the lease, stating the vehicle had been sold. They had a different vehicle already picked out for me, when I arrived to review & finalize the lease purchase.
Jim Falk failed to rewrite the lease as requested, and NEVER got back to me. Thus, the offers expired on 7/4/16.
Since when do you stop correspondence with a customer because a Manager wants to make his quota?
I am a Business woman, myself. There is a certain amount of integrity that needs to be addressed here. Jim Falk Motors needs to take responsibility for the manner in which they have lied to and treated me. I do not see any commitment being made to allow me the opportunity to lease a vehicle using the incentives, rebates, & bonus cash, & lease offer, "Free To Choose"; that was being offered at the time of my initial attempt to lease. I do not see an apology. How do I KNOW that I won't be treated in the same manner?
Sincerely,
[redacted]

The dealership has installed the bed liner 3 times now for the Complainant.  It has been inspected by the...

manufacturer's representative on Maui all 3 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 normal due to cure rates and exposure to the elements.  The spray-in bed 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 touch-up paint.  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 shop.
The 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.

The worse service department ever! I made an appointment for a recall and asked if they had the time if they can also change the oil on my 2015 Jeep Cherokee Trailhawk. I dropped the vehicle off at 10:45 for an 11:00 am appt and the customer service rep. said come back at around 3:00 p.m. the car should be done by then. However, if it is completed before then he would give me a call. At around 3:15 p.m. I called and asked if my vehicle was ready and the service rep. said that they had completed the oil change but that they didn't get to the recall. I then said to him that the main reason I made the appt. was to get the recall completed and not for the oil change. The oil change I could have gotten accomplished anywhere else so why didn't they do the recall? He said that they were short of technicians. At which point I stated if you didn't have enough manpower to get the recall done then why did you set me up for an appointment. At which time he had not explanation and gave me options to either leave the vehicle overnight or bring it back first thing in the morning. Well I'm sure I'm not the only one who has only one vehicle to get home and go to work the following day. I don't have the luxury or time to leave my vehicle overnight or bring it back in the morning as I need to get home and go to work the folllowing day. It is expected that when someone makes an appointment to get work done, that the work is accomplished. If you can't handle all the work due to not enough technicians, then don't set someone up with an appointment until you know that the job will be completed on the day of. This is not the first time I've had an issue with the service department for a recall on my vehicle. Last time I called for an appt and they said they didn't have the parts for the recall so they would call me when they come. I waited months and no phone call so I call them. At which time the parts were in and they had no explanation as to why they had not gotten back to me. I make the appointment and drop off my car. As I'm leaving the lot the service rep. calls out to me and I walk over and he tells me that the recall had already been completed previously. So I asked him when, and he said the last time I was there to get a new remote control key and have it reprogrammed. Which that in itself was another fiascal that I will not get into. So I asked him, if it was accomplished then why didn't they tell me over the phone or why did they set me up for an appt. as it should be in the records in the computer? Of course he had no answer so I drove off. I have never seen a business as incompetent as this one. I should have realized it from that previous incident. I am just grateful that I only leased this vehicle therefore will only have to deal with them for any future recalls and after that I will turn in this vehicle. Unfortunately because of the continuous terrible business practice in the service department, I will definitely look elsewhere before leasing or buying any future vehicles from Jim Falk Chrysler Dealership just so I won't have to deal with their service department in the future.

Complaint: [redacted]
I am rejecting this response because:      Once I am in receipt of and hold the current registration and valid
safety check on the vehicle.  Only then will I be satisfied. 
Sincerely,
[redacted]RESPONSE TO BUSINESS:   In response to JIM FALK Motors, I feel that
if I did not "go to Revdex.com" I would still be waiting!  If we were driving a
legal vehicle from date of purchase there would be no problem.  I feel it should not be me calling to check on registration, safety check, etc.  Calling my sales person since I know his job is to sell and not be hassled with paperwork issues.   Since
there were conflicting statements from Jim Falk Motors and from the
County of Maui DMV from the date of purchase on whether or not the vehicle is legal - in re:  Driving the vehicle with an expired registration sticker and Bill of Sale as being valid - overriding the expired registration emblem .    I did not want to risk my stepson being pulled over and having his newly probational license suspended because of this. How convenient after contacting  the
Revdex.com and our sales rep yesterday - after weeks of waiting - they say
it's resolved today.  I have yet to hear from our sales rep so I'll be
calling him tomorrow.   Again, once I am in receipt of and hold the current registration and valid
safety check on the vehicle only then will I be satisfied.  If you had to go through what we went through.  (There's more.)  See what I had posted everything on JIM FALK MOTOR's facebook site: Oct 15 2015 bought a
used [redacted]. With in a few days after we noticed
registration sticker expired 12/2014. Safety expires 10/31/2015. Its
10/30 and we still have no registration. We are unable to safety it
ourselves and Jim Falk Motors are unable to do so too. Jim Falk Motors
said they are waiting for the Title from the [redacted] and the registration
from the dmv. We have had car for last 2-weeks. We only have bill of
sale paperwork Technically still not under our name. If was up to me I
would return the car. 11/02/2015 - So we went
down and got a temp safety card from Jim Falk Motors saying "Safety
Failed due to registration" and that its good for 30-days. We were told
that Jim Falk Motors is still waiting to get the Title from [redacted]
[redacted] and the Registration from the DMV. Don't know if this is
the truth and valid... but this is what we were told. Don't see why we
need to go thru all this with buying a used car...when buying a new car
is less stressful. Will update again in a few days once we hear
anything.11/16/2015. 1-month already since
bought [redacted]. Still no registration received. No call by Jim Falk.
Temp safety card they gave us expires on the 30th. Will call sales
person at end of week if no call by them [redacted]. 11/18/2015. Contacted our sales
person as we still have no registration and end of the month coming.
Safety check extension card expires soon. So will we get another
extension card? We got our [redacted] bill statement and yet show no proof
that car belongs to us. No registration. I just submitted complaint to
Revdex.com.

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 [redacted]'s General Sales Manager, Mr. Rey Vergel De [redacted] and we're certain that she'll be able to find a vehicle that meet's all of her needs.

My husband and I have been trying to purchase one of your Tahoes for several months now. We have been unable to purchase one because of lack of inventory, being strongly discouraged from ordering one online and being rudely and unprofessionally turned away from the Chevy dealership on our island.
I have visited the dealership on several occasions. I test drove the Tahoe and talked to multiple salesmen over the past 6 months but have never received a call back after expressing very strong interest in a Tahoe. Due to me working as a nanny, having unexpected twins arriving soon and a two year old son (all in car seats), a seven passenger vehicle with a truck frame and trunk space (for my husband’s profession, strollers and our hobbies) is one of our only options. We have the income and credit line to support our desire to own a Tahoe.
I have received the same coupon multiple times in the mail to lure me in for a “yellow tag” Tahoe for a total of $7,000 off. With an average of one Tahoe in inventory at any given time, there has never been a yellow tag. Keeping in mind the higher demand/supply of trucks versus Tahoes, the inventory still unproportionately lacks Tahoes.
Beginning our experience last night, which prompted this letter, there were two Tahoes on the lot. One white, one grey. First we told our salesman, Tim, that we do not want a white Tahoe, therefore we did not even look at it, so we all looked at the grey one together. We told him it was out of our price range, too many bells and whistles, and we wanted to order a base model. We discussed our budget and he said, “Well, let’s go inside and talk numbers,” presumably about the grey Tahoe. After 3 hours of paperwork and discussing the deal Tim presented, to our surprise he disclosed that he has been talking about the white Tahoe the whole time, the one we clearly stated we were not interested in. We asked to look at the sticker on the white Tahoe to compare the price to the grey Tahoe. After establishing with Tim that the grey Tahoe priced at $50,000 was out of our price range it was even more surprising and confusing that he was talking about the more expensive, white Tahoe that we did not like, nor look at. He refused to retrieve the stickers and got very defensive saying, “you’re not going to come in here and think I’m not being truthful…”
After my husband and I politely showed dissatisfaction with the original and only offer, Tim became condescending and rude for the rest of the experience. Some of his remarks included the phrases: “You’re not grasping...,” “you’re failing to comprehend…,” “what you’re not seeing is the reality of the situation,” “maybe once it sinks in...,” ending insultingly with; “You guys need to go home, I don’t want to sell you a car.” He was talking to us in a degrading manner, as if we were not understanding the details of the presented deal. When the reality is that we have purchased new cars before, our most recent being a Chevy, my family owns the oldest automotive repair shop in America, sister has worked as a finance manager for Ford and my husband’s parents both had long careers at Ford Motor Company. So it was very insulting for him to treat us as if we were inexperienced and unknowledgeable in the car business, especially when we can go right over to Ford and get a family plan deal. He also said we were hard to take serious because we had not test driven the Tahoe, yet we told him I had already driven one on a previous visit to the dealership. So there we were, three and half hours later with our two year old son, tired, hungry, mother expecting twins and our time was completely wasted and our wants and needs were not heard or met, on top of being treated very unprofessionally. After expressing the possibility of ordering a base model Tahoe online for at least the third or fourth time it was again met with impracticalities and even reasons why it was not possible, which directly contradicted what previous salesmen told us about ordering a Tahoe. A couple months prior I was told by two salesmen (one in person and one over the phone) that I could order a Tahoe online and place $1,000 down. Tim swore tonight that we would have to place a minimum of $5,000 cash down to order one online, with no explanation of the difference in numbers, just him stating, “The other salesmen were probably lying.”
Basically, we are trying to purchase one of your Tahoes and have no means to do so because the dealership refuses to work with us. There shouldn’t be this much resistance when trying to order a relatively non specific base model SUV. We just want zero equity on our trade ins which are a 2013 special limited edition Silverado and a 2013 Jeep (with a combined payoff less than Kelley Blue Book value), put a zero down payment and the same monthly payment on a non white base model that they offered us this evening for a loaded $54,000 Tahoe. This overall, is a much better deal for Chevy than the original and only offer presented last night.
I have enough stress and things to worry about expecting twins. It should be a fun and exciting process buying a new car for our family and this was everything but that. I'm hoping this can be resolved. I am not surprised to see this "F" rating this morning!

I apologize to Ms. [redacted].  I was misinformed regarding the title being forwarded to her.  I have her title in hand as I speak which we received back from [redacted].  The lien has been released by [redacted].  However, she will need to have DMV issue a new title in her name only; [redacted] is still named on the title but on the rear of the title they have released their lien.  Ms. [redacted] has 2 choices:  She has paid $10.00 to have our outside service "TAGS" process the new title at DMV for her, or, we can issue her a refund of the $10.00 processing fee, she can pick up her title or we'll mail it to her, and she can process the DMV issuance of a new title herself.  With the closing of the Kahului branch of DMV, processing of documents is taking a little longer than it used to.  Despite Ms. [redacted]'s frustration with the processing of this title, I would still suggest that she let our outside service process the new title issuance that eliminates [redacted] from the front of the title just so she can avoid the inconvenience of appearing at the DMV.  Additionally, if she misplaced the title somehow before DMV processing, this procedure would become much more involved.  Again, I apologize for the misinformation and I am happy to personally shepherd the processing of the title myself.  When it is processed in approximately 3-4 days, she can either pick up the new title here at Valley Isle Motors or we can mail it out to her.Please let us know how she wishes to proceed and we will act accordingly with all dispatch.

I just wanted to confirm that we were in contact with General Motors financial division and they confirmed that they have processed a removal of the credit issue as we requested on behalf of the customer.   Thank you, [redacted]

Both our Service Manager, Randy U[redacted], and our [redacted] General Sales Manager, Mr. Greg W[redacted], were very disappointed to receive this complaint from Mrs. [redacted].  At the outset, it should be noted that all of our dealings concerning the car were directly with Mr. [redacted] who was...

always very pleasant and whom our managers thought completely understood the difficulties involved with this out-of-warranty vehicle.  We cannot speak to the complaints made by Mrs. [redacted] concerning [redacted] corporate as we were not privy to any of those interactions.  However, our staff went out of their way to attempt to get some customer assistance from the manufacturer to the [redacted]' which unfortunately was unavailable as the warranty on the vehicle had expired.This vehicle experienced a radiator failure and was brought in for the repair.  That repair was done but unfortunately, the car must have been driven "hot" since after the radiator replacement the car began to run rough and it became clear that the cylinder head had been heat damaged.  Our staff offered very clear alternatives to Mr. [redacted] for a rebuild of the cylinder or a replacement, and gave Mr. [redacted] a courtesy rental vehicle for 2 days to think about how he wanted to handle the matter.  He returned and chose to have the rebuild done.  The cylinder head was not sent out to an "unreliable entity" as Mrs. [redacted] writes, but rather a skilled machine shop to properly resurface the cylinder head.  This type of precision machining is always sent out to an expert as part of the repair.  Further, we charged Mr. [redacted] our exact cost for the machining as a customer accommodation to help out.  Any other repair facility would have marked up the cost of the sublet work.  Additionally, we reduced our actual labor hours considerably on this job, again, because we truly felt badly that Mr. [redacted] had experienced the mechanical problem, resulting in actual savings to him of $1,467.  Of course we had to take those unbilled hours of labor as an internal loss since we still must pay our mechanic for the hours worked.  All of this was explained to Mr. [redacted] and he was appreciative and his disappointment was only at the situation of experiencing the mechanical failure with his out-of-warranty vehicle and not with our company.  It seems quite unfair to have the accusation made that we only "feigned efforts" to assist the [redacted]' when we clearly gave them deep discounts on the work performed as well as a courtesy rental, which we were not obligated to do, but did so as a customer accommodation.  At this point we have done all that we can do.

[redacted] 
[redacted]
[redacted]
[redacted]Thank you for the update. It honestly infuriated me, every bit of that letter is a lie. I have the names of the associate on the phone at dominion that asked "mike" not me to scratch with coin. They are completely and utterly full of lies.

Complaint: [redacted]
 
 
Dear "Management":
Yes, you are correct. My interpretation of your last response, WAS that it was coming from Mr Vergel D[redacted]. Thank you for clarifying. I stand corrected for my misinterpretation.
I am sorry that you feel my terms were a little harsh. I spoke the truth. My intent was not to be harsh, my intent was to speak the truth.
I have since met with Mr Vergel De [redacted]. He was pleasant & professional. He assisted us in choosing a vehicle. As 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 Ad. Is 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 ad. I called [redacted], to be sure that I was interpreting the Lease offer correctly. The also had explained the current incentives that were being offered at the time. The incemtives were a total of $2325.00. ($1825.00 $1825.00 manufacturers rebate applied to lease,  plus $500.00 Bonus Cash.)
Bottom line is that I like the [redacted]. I WILL purchase a [redacted]. I am able to walk in and write a check for the entire amount of the vehicle today, if I wanted to.
I think that if your responses thus far had actually taken responsibility or at least acknowledged the facts presented, I would feel more comfortable. I think that the issue of me ASKING for a specific lease offered by [redacted], was NOT honored. And I was treated with disrespect, laughed at, and my request was ignored. I am over it and can easily move forward. I just do  not understand why "Management" is not willing to take responsibility for the actions of the entity that you represent. You 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 [redacted], as he has been professional & respectful.
[redacted]
 
 
 
to top it off, I was treated with disrespect & unfairly.
I truly feel that you are
made
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:      Once I am in receipt of and hold the current registration and valid
safety check on the vehicle.  Only then will I be satisfied. 
Sincerely,
[redacted]RESPONSE TO BUSINESS:   In response to JIM FALK Motors, I feel that
if I did not "go to Revdex.com" I would still be waiting!  If we were driving a
legal vehicle from date of purchase there would be no problem.  I feel it should not be me calling to check on registration, safety check, etc.  Calling my sales person since I know his job is to sell and not be hassled with paperwork issues.   Since
there were conflicting statements from Jim Falk Motors and from the
County of Maui DMV from the date of purchase on whether or not the vehicle is legal - in re:  Driving the vehicle with an expired registration sticker and Bill of Sale as being valid - overriding the expired registration emblem .    I did not want to risk my stepson being pulled over and having his newly probational license suspended because of this. How convenient after contacting  the
Revdex.com and our sales rep yesterday - after weeks of waiting - they say
it's resolved today.  I have yet to hear from our sales rep so I'll be
calling him tomorrow.   Again, once I am in receipt of and hold the current registration and valid
safety check on the vehicle only then will I be satisfied.  If you had to go through what we went through.  (There's more.)  See what I had posted everything on JIM FALK MOTOR's facebook site: Oct 15 2015 bought a
used [redacted]. With in a few days after we noticed
registration sticker expired 12/2014. Safety expires 10/31/2015. Its
10/30 and we still have no registration. We are unable to safety it
ourselves and Jim Falk Motors are unable to do so too. Jim Falk Motors
said they are waiting for the Title from the [redacted] and the registration
from the dmv. We have had car for last 2-weeks. We only have bill of
sale paperwork Technically still not under our name. If was up to me I
would return the car. 11/02/2015 - So we went
down and got a temp safety card from Jim Falk Motors saying "Safety
Failed due to registration" and that its good for 30-days. We were told
that Jim Falk Motors is still waiting to get the Title from [redacted]
[redacted] and the Registration from the DMV. Don't know if this is
the truth and valid... but this is what we were told. Don't see why we
need to go thru all this with buying a used car...when buying a new car
is less stressful. Will update again in a few days once we hear
anything.11/16/2015. 1-month already since
bought [redacted]. Still no registration received. No call by Jim Falk.
Temp safety card they gave us expires on the 30th. Will call sales
person at end of week if no call by them [redacted]. 11/18/2015. Contacted our sales
person as we still have no registration and end of the month coming.
Safety check extension card expires soon. So will we get another
extension card? We got our [redacted] bill statement and yet show no proof
that car belongs to us. No registration. I just submitted complaint to
Revdex.com.

Complaint: [redacted]
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 [redacted] Corporate on 6/3/16, associates at Jim Falk requested the title by overnight correspondence. They at the time told [redacted] Corporate they would still have to process the paperwork through the DMV to transfer the title into my name. This is something I paid for and requested on 3/25/16, as noted in the last response here.As also noted in the last response published on the Revdex.com, Jim Falk [redacted] 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 3 months,  and then placating the situation by creating a choice for me, the customer, to negate the service I already pur[redacted]d from the dealership on 3/25/16 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 own.I will consider this issue resolved when the title of my vehicle, solely in my name, is delivered to my home. This was requested per the transaction on 3/25/16,  per the discussion with Dennis on 4/20/16 with guarantee all issues were resolved after not grounding the lease, a dealer mistake, per the discussion on 5/22-5/23 with Ray and Lori, with admittance of a second dealer mistake of not submitting the odometer statement, per the discussion on 6/3/16 with [redacted] at [redacted] Corporate Customer Service and his communication with Jim Falk [redacted], and per the discussions here 6/22-6/23/16 where employee Scott O'[redacted] 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 training. The inability to communicate within the business is documented here in their response to a dispute. Perhaps 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 2 total actions on part of the dealership after the transaction with the customer and before the 3rd party assists with the DMV. If there are such serious issues with this minuscule transaction, I believe the issue to be more systemic within the business.
Sincerely,
[redacted]

Again, the Company apologizes for the Customer's experience.  The terms used by Complainant are a little harsh and also assume that Rey is the one who responded to this Complaint.  That is not the case.  However, if the Complainant wishes to come back to the dealership, we have the vehicle in the lease available and can make the terms work at the same that are in the National ad.  As clearly stated in that ad however, the price DOES not include tax, license, or $245 doc fee.  Those are added to the cost.  However, the terms are the same and she can get the lease deal if she wants to contact manager Rey Vergel De [redacted] and set up the appointment.  Thank you, Management.

I am rejecting this response because:
From: Glenn [redacted] [mailto:glenna[redacted][email protected]] Sent: Monday, April 20, 2015 5:13 PMTo: InfoSubject: Complaint ID#[redacted]Dear [redacted] It is more than disturbing, and in fact, unbelievable in the information furnished by Jim Falk Motors in response to my complaint. To sum it up their response is totally unacceptable IMHO.To be specific I offer the following:1. In my 85 years of life experiences I honestly state that I have never, to my knowledge, nor ever been told that I had, unduly or unfairly taken advantage of anyone or any business.2.  .Subject vehicle is in fact 13 years old and not surprisingly has normal wear and tear issues.  I fully realize that fact and expect it. My car currently has approximately 52,000 miles on it and I maintain it in perfect condition.  Other than the problems outlined in this correspondence this car has been problem free and since my friend did his repairs on it it runs and operates like a nearly new car!3.   Every time I returned the vehicle to them it was always for things that they told me verbally and in writing that they had corrected and that no further repairs were needed.4. I am enclosing a copy of the work orders with my list of repairs.  The first work order dated 10-30-14  lists all the cars problems that I said needed repairs.  As anyone can ascertain their response for each of my stated and needed repairs they say:   “NO FURTHER ACTION IS NEEDED.. or words to that effect”.5.   I defy anyone to show me where they indicate that I complained on my many return visits about any one item that was not on my original list dated October 30th 2014.6. To refute their outlandish and FALSE responses I offer the following:     a. They report that they replaced the left front headlight bulb and rear brake light.  Maybe they did. If in fact they replaced them it was NOT a result of my complaining or either mentioning it.All of the headlights and taillights did in fact work and did not need replacing when I took my car to them for repair.  All of the bulbs would not work on occasion but did work on other occasions - -  that was the reason that I took the car to them originally.   Again no headlamps or bulbs needed replacing and if they did they should have done it on the initial visit.       b. I reported that the power steering needed repair on my first visit and they did fix it on the first time there.   I never complained about it and if they did any subsequent work on it I was not aware of it         c.   On my initial visit I told them that the passenger side front window only works intermittently. They reported that they found dirt and grime on the window runner.   I learned on one of my subsequent visits that they did not even take the door paneling off to look at the mechanism. They also told me verbally and in writing:  NO action needed at this time. Yes, I told them it still does not work properly on more than one occasion. Their “FIXES” made it so it would not work at all.   They told me to fix it it would cost approximately $367.00. This is the window that my friend fixed for $18.00.  NONE of my electrical problems have reoccurred since my friend made the repairs.d.    On my initial visit and after they told me that all of my electrical problem (all of the intermittent situations for the things that worked on some occasions and would not work on other occasions) were caused by a missing rubber bumper on a brake pedal.   They reported that they installed a brake pedal rubber bumper and that NO further repairs needed at this time.   I cannot confirm or deny if they didn't or did install a new rubber bumper on the brake pedal but I can affirm and reaffirm that it did not fix the reoccurring electrical problems.e.   On my initial visit I reported that the rear tail lights would not turn off and the dome lights work intermittently. They supposedly fixed those two items and told me no further repairs needed. Afterwards the taillights did turn off but they begin operating intermittently.  After their “FIXES” the dome light stopped working completely and I was informed that the switch was faulty and needed replacement.   If it was faulty they should have discovered that on the initial visit. They now say I complained about it later then they paid for it.   They should have paid for it and if was faulty they should have found it on my first visit.   This is typical of their deceptive practices.  f. After several return trips they told me all of my problems were caused by a faulty alternator. I vehemently disagreed but they did install a new alternator and I paid $397.08 for it.   After installing a new alternator the same intermittent electrical problems continued which is proof positive that the intermittent electrical problems were NOT caused by a “faulty” alternator.g. They so graciously write:  IF FOR ANY REASON YOU ARE NOT COMPLETELY SATISFIED with your services performed please contact [redacted].  This statement and ALL of their actions I consider BALDERDASH—pure and simpleh. ALL, and I repeat all, of the things I complained about was for work directly related to their previously so called completed work. Any and all parts they provided were solely related to their so-called previously completed work with no further repairs needed.7.  My term “elderly abuse” is probably a misnomer when one reviews the complaint history by clicking on HTTP: [redacted]   It is apparent to me that they “STICK-IT-TO” practically all ages and in particularly the elderly.  I still maintain they are more apt to target the elderly.  Does the fact that they are rated with ONLY 2 stars out of 5 have any relative bearing on my report?  I maintain that the 28 worst or unsatisfactory ratings mentioned in the aforementioned website lends credence to the FACTS that I have reported on.  I also contend that the F rating by the by the Revdex.com in December 2014 is further substantial reason that I consider them to be “MASTERS OF DECEIT”   We consumers deserve better whether we are young or elderly. 9.   Jim Falk Motors holds themselves out to the public as being an authorized [redacted] dealer.   [redacted] confirmed they are not.   See the message enclosed herewith from [redacted] America. This fact alone demands stringent action by the Revdex.com and state agencies, which are paid for by we the people, and presumed to be protecting the interest of the public.   In this regard, as a concerned citizen, I respectfully request I be informed of any contemplated or completed corrective action.  If you refute any of my reported facts or conclusions please advise me.   Deplorable acts like or similar to those reported herein, by Jim Falk Motors, or any business should not be tolerated. While it may be true that they have no responsibility to report their corporate structure or franchise relationship to me. I and all members of the public should be able to assume that they are an authorized [redacted] Dealer and a properly licensed business.  I previously called the Hawaii licensing agency ([redacted]) and was informed that Jim Falk Motors, NOR ,[redacted] Motors N are NOT properly licensed to do business in Hawaii.   I called again on 4-17 2015 and was again told that neither Jim Falk Motors, nor [redacted] Maui N have appropriate licenses to operate in Hawaii.10.  I consider this business to be reprehensible and disgusting.  I also think I would be remiss and shirking my civic responsibilities by ignoring this deplorable situation.  I also think they could care less what I or anyone else thinks about them.Sincerely,[redacted]Enclosures: Work orders and email from [redacted] (6pages)