Jim Falk Motors of Maui, Inc.

The Service Manager confirmed that this customer was in our service department today and the vehicle was inspected to her satisfaction.  The Manager relayed that the customer was satisfied at the conclusion of today's meeting with her.

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.

We are not sure what the current issue is.  The vehicle was originally registered in the company's name but the vehicle is now registered in the complainant's name and we mailed that registration to him.  We also mailed him the requested duplicate copy of the sales contract.  Does he claim that he does not have these things?  The company has already apologized for the clerical error that resulted in the delay in re-registering the vehicle but it was corrected.

Complaint: [redacted]
I am rejecting this response because:
Finally! Someone from Jim Falk [redacted] took the time to
respond to our concerns.  However, it is
unclear again whether or not this is coming from management, and whom is actual
responding. Who is Mr. U[redacted]? We never spoke with this person ever. If anyone
is allowed to be disappointed in this matter it is us, the consumer. In fact,
their response is a prime example demonstrating that the management and staff
at Jim Falk [redacted] did have an ounce of understanding regarding the nature of
our frustrations and the reason for the discontent with their service
Firstly, one important component of customer service is
addressing the consumer by the correct name. In my complaint to the RevDex.com, my name is correctly displayed as Dr. [redacted].  My name is not Mrs. [redacted].  Further, this complaint comes from myself and
my husband as a unified team, and I am the registered owner of this
vehicle. 
“To say that I was satisfied and appreciative with the
service of Jim Falk [redacted]’s service department is a complete and utter
lie.  At no point was this conveyed to
anyone at the service department. I went to the shop two times to convey my
frustration and address the lack of clear and honest communication.  On both of those occasions I asked to speak with
a manager, and there was never any manager willing to speak with me in
person.  I also placed two phone calls,
and Greg W[redacted] was the only person who was communicating with me. Now the
Jim Falk response to our claim makes it seem as if these managers (whoever they
are) were responsive and available. In fact, I placed one phone call to Candace
U[redacted], and she called me back twice, left a voicemail, and both calls were
placed at the end of her business day. 
The simple fact is that we did not get any established contact from
management.  This is what we refer to as
feigned efforts. Because of the lack of answers, we even turned to [redacted]
corporate for assistance. Our only contact from any management was from Ms.
U[redacted]. She called to tell us that our request for rental care reimbursement
was denied. She interrupted, made no attempts to listen or hear my point, and
talked over me. The call ended by me hanging up on her.” – Mr. [redacted]
Now, we want to be clear about the heart of the matter of
our complaint. Our discontent has absolutely nothing to do with our car being
out of warranty. Please note that when we made this Revdex.com
complaint, a reason for the complaint needs to be indicated. Accordingly, we
indicated problems with customer service. We understood that we would be paying
thousands of dollars to repair an only 5 year old car. In fact, Jim Falk is
cleverly trying to avert the attention from our actual complaint by emphasizing
that we were indeed out of warranty.  We
find this to be a disgusting move. Our complaint has only to do with the
provision of accurate and adequate information to us as the consumer of their
services, such that we can make an informed choice about we choose to do
business with. The problems was that at the outset were told that our car would
take 2 weeks to be repaired.  Being the
diligent consumers that we are, we went and got another quote from a mechanic
in Kula (where we live).  He quoted the
same price, and that he too quoted that the repairs would take two weeks. We
had to consider the cost of the rental car for the duration the repairs. (Here
I want to emphasize that this is the crux of our complaint. That we incurred
excessive rental car costs.)  Because we
thought the dealer’s service department would be more reliable and trustworthy,
we decided to choose Jim Falk [redacted]’s service department instead of going
with the mechanic in Kula.  I want to
emphasize again here that we are not disputing the costs of the repairs for our
vehicle. Our problem is that we were only made aware of the outsourced work 4
weeks and 6 days into the repair process. 
This occurred during one of Mr. [redacted]’s visits to the shop, attempting
to get answers.  Greg W[redacted] told Mr.
[redacted] that the cylinder head is sent out to a machine shop. He told Mr. [redacted]
that this machine shop works on their own timeline, and that he was “afraid to
bug them (the machine shop) because I might get hit upside the head.”  Greg W[redacted] was also quite transparent
about only having two certified [redacted] mechanics in their shop. He also stated
that he was “surprised” that corporate had decided to send these two mechanics
to Oahu for training that weekend. Because of being understaffed, Greg
W[redacted] said that even if the part was complete, he could not guarantee when
the work could be started. At this point, we had incurred $445.79 in rental car
fees. This is what’s running through our mind- we had already paid $900 for the
radiator (August 13). We were told that our car was fixed, however it broke
down on Mr. [redacted] at 2am (after Mr. [redacted] is complete with work on August
13).  We brought the car back to the shop
and we were told that the car needed $3400 more in repairs.  Think of the stress of just covering the cost
of these repairs. Now, add on the rental car fees and being told again and
again up until September 9 that our car would be complete “any day now.”  After this conversation, we now understood
that 1) we were clearly not a priority, and 2) we had no idea how much more we
would have to pay in rental car fees. Think of the worry and angst that would
come with a growing cost in rental car fees with no clear ending in sight. No
established contact with Jim Falk [redacted]’s management. 
Lastly, we want to address their claim of providing us with
“deep discounts.” We were originally quoted $3400 by Greg W[redacted] for the
repair work done after the radiator work was “complete.” Then, on Sept 8 (4+
weeks later) Greg W[redacted] emailed Mr. [redacted] a more transparent run down of
the estimate at Mr. [redacted]’s insistent request. 
Please see uploaded and scanned email from Greg W[redacted].  The rundown is: Head- $1321, Oil Valve- $129,
Oil Valve $187, bearing- $6, Gasket kit- $258, valve seals- $80, labor- $1180.
The machine shop was listed on this estimate (finally) however there was no
estimate value quoted.  The email quotes
the total estimate price to be $3400. Our final bill for the repair work,
(after the $900 we paid for the radiator) came out to be $3339.16. So, they
apparently discounted us $60.84.  Further,
we never consented to our car repair work being outsourced to another
shop.  We never agreed to this fee. So, I
ask- is this supposed to be considered a “deep discount?”  Also consider the rental car fees we
incurred- a total of $671.72.  Greg
W[redacted] finally did agree for Jim Falk to pay for the rental car fee on Sept
12, however this was only after Mr. [redacted] went into the service department,
quite incensed. I would like to note that the repair work was complete 5 days
later, at a much more rapid pace since the rental care fees were on Jim Falk’s
dollar.
The overall tone and content of whoever composed Jim Falk
[redacted]’s response to this complaint is inflammatory.  The response is unapologetic, and is a false
portrayal that paints a picture of the service department as being responsive
and helpful. Given the management’s continued lack of truthfulness, we
challenge Mr. and Ms. U[redacted] to produce any records or documentation of their
successful attempts to address our concerns. 
Further, we ask you, as a discerning party, to examine the
evidence.  How would we have any
information about a machine shop being unreliable in terms of speed of service,
or that the service department is understaffed. We have a documented timeline
of conversations and events that have transpired over the course of this entire
ordeal. We have saved voicemail messages and our phone records.  Lastly, we are working professionals. How
would you feel if you were on our situation? Why would we take the time out of
our busy scheduled to tell our story? The reason is to give voice to consumer
rights. 
Sincerely,
[redacted] and [redacted]

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]

[redacted] 
[redacted]Hi [redacted],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 7/25/16.  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,[redacted]

Complaint: [redacted]
I am rejecting this response because:Finally! Someone from Jim Falk [redacted] took the time to
respond to our concerns.  However, it is
unclear again whether or not this is coming from management, and whom is actual
responding. Who is Mr. U[redacted]? We never spoke with this person ever. If anyone
is allowed to be disappointed in this matter it is us, the consumer. In fact,
their response is a prime example demonstrating that the management and staff
at Jim Falk [redacted] did have an ounce of understanding regarding the nature of
our frustrations and the reason for the discontent with their service
Firstly, one important component of customer service is
addressing the consumer by the correct name. In my complaint to the RevDex.com, my name is correctly displayed as Dr. [redacted].  My name is not Mrs. [redacted].  Further, this complaint comes from myself and
my husband as a unified team, and I am the registered owner of this
vehicle. 
“To say that I was satisfied and appreciative with the
service of Jim Falk [redacted]’s service department is a complete and utter
lie.  At no point was this conveyed to
anyone at the service department. I went to the shop two times to convey my
frustration and address the lack of clear and honest communication.  On both of those occasions I asked to speak with
a manager, and there was never any manager willing to speak with me in
person.  I also placed two phone calls,
and Greg W[redacted] was the only person who was communicating with me. Now the
Jim Falk response to our claim makes it seem as if these managers (whoever they
are) were responsive and available. In fact, I placed one phone call to Candace
U[redacted], and she called me back twice, left a voicemail, and both calls were
placed at the end of her business day. 
The simple fact is that we did not get any established contact from
management.  This is what we refer to as
feigned efforts. Because of the lack of answers, we even turned to [redacted]
corporate for assistance. Our only contact from any management was from Ms.
U[redacted]. She called to tell us that our request for rental care reimbursement
was denied. She interrupted, made no attempts to listen or hear my point, and
talked over me. The call ended by me hanging up on her.” – Mr. [redacted]
Now, we want to be clear about the heart of the matter of
our complaint. Our discontent has absolutely nothing to do with our car being
out of warranty. Please note that when we made this Revdex.com
complaint, a reason for the complaint needs to be indicated. Accordingly, we
indicated problems with customer service. We understood that we would be paying
thousands of dollars to repair an only 5 year old car. In fact, Jim Falk is
cleverly trying to avert the attention from our actual complaint by emphasizing
that we were indeed out of warranty.  We
find this to be a disgusting move. Our complaint has only to do with the
provision of accurate and adequate information to us as the consumer of their
services, such that we can make an informed choice about we choose to do
business with. The problems was that at the outset were told that our car would
take 2 weeks to be repaired.  Being the
diligent consumers that we are, we went and got another quote from a mechanic
in Kula (where we live).  He quoted the
same price, and that he too quoted that the repairs would take two weeks. We
had to consider the cost of the rental car for the duration the repairs. (Here
I want to emphasize that this is the crux of our complaint. That we incurred
excessive rental car costs.)  Because we
thought the dealer’s service department would be more reliable and trustworthy,
we decided to choose Jim Falk [redacted]’s service department instead of going
with the mechanic in Kula.  I want to
emphasize again here that we are not disputing the costs of the repairs for our
vehicle. Our problem is that we were only made aware of the outsourced work 4
weeks and 6 days into the repair process. 
This occurred during one of Mr. [redacted]’s visits to the shop, attempting
to get answers.  Greg W[redacted] told Mr.
[redacted] that the cylinder head is sent out to a machine shop. He told Mr. [redacted]
that this machine shop works on their own timeline, and that he was “afraid to
bug them (the machine shop) because I might get hit upside the head.”  Greg W[redacted] was also quite transparent
about only having two certified [redacted] mechanics in their shop. He also stated
that he was “surprised” that corporate had decided to send these two mechanics
to Oahu for training that weekend. Because of being understaffed, Greg
W[redacted] said that even if the part was complete, he could not guarantee when
the work could be started. At this point, we had incurred $445.79 in rental car
fees. This is what’s running through our mind- we had already paid $900 for the
radiator (August 13). We were told that our car was fixed, however it broke
down on Mr. [redacted] at 2am (after Mr. [redacted] is complete with work on August
13).  We brought the car back to the shop
and we were told that the car needed $3400 more in repairs.  Think of the stress of just covering the cost
of these repairs. Now, add on the rental car fees and being told again and
again up until September 9 that our car would be complete “any day now.”  After this conversation, we now understood
that 1) we were clearly not a priority, and 2) we had no idea how much more we
would have to pay in rental car fees. Think of the worry and angst that would
come with a growing cost in rental car fees with no clear ending in sight. No
established contact with Jim Falk [redacted]’s management. 
Lastly, we want to address their claim of providing us with
“deep discounts.” We were originally quoted $3400 by Greg W[redacted] for the
repair work done after the radiator work was “complete.” Then, on Sept 8 (4+
weeks later) Greg W[redacted] emailed Mr. [redacted] a more transparent run down of
the estimate at Mr. [redacted]’s insistent request. 
Please see uploaded and scanned email from Greg W[redacted].  The rundown is: Head- $1321, Oil Valve- $129,
Oil Valve $187, bearing- $6, Gasket kit- $258, valve seals- $80, labor- $1180.
The machine shop was listed on this estimate (finally) however there was no
estimate value quoted.  The email quotes
the total estimate price to be $3400. Our final bill for the repair work,
(after the $900 we paid for the radiator) came out to be $3339.16. So, they
apparently discounted us $60.84.  Further,
we never consented to our car repair work being outsourced to another
shop.  We never agreed to this fee. So, I
ask- is this supposed to be considered a “deep discount?”  Also consider the rental car fees we
incurred- a total of $671.72.  Greg
W[redacted] finally did agree for Jim Falk to pay for the rental car fee on Sept
12, however this was only after Mr. [redacted] went into the service department,
quite incensed. I would like to note that the repair work was complete 5 days
later, at a much more rapid pace since the rental care fees were on Jim Falk’s
dollar.
The overall tone and content of whoever composed Jim Falk
[redacted]’s response to this complaint is inflammatory.  The response is unapologetic, and is a false
portrayal that paints a picture of the service department as being responsive
and helpful. Given the management’s continued lack of truthfulness, we
challenge Mr. and Ms. U[redacted] to produce any records or documentation of their
successful attempts to address our concerns. 
Further, we ask you, as a discerning party, to examine the
evidence.  How would we have any
information about a machine shop being unreliable in terms of speed of service,
or that the service department is understaffed. We have a documented timeline
of conversations and events that have transpired over the course of this entire
ordeal. We have saved voicemail messages and our phone records.  Lastly, we are working professionals. How
would you feel if you were on our situation? Why would we take the time out of
our busy scheduled to tell our story? The reason is to give voice to consumer
rights. 
Sincerely,
[redacted] and [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.

The items requested by the Complainant were all available to him today; new registration good through Dec. 2016 and sign-off on safety check with new registration.  However, to clarify one point, the Complainant did not pay for new registration, he paid $10 for the transfer of the existing...

registration.  The company absorbed the cost of registration renewal through Dec. 2016.  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.

Complaint: [redacted]
I am...

rejecting this response because: The issue regarding my seat and a check of the repairs done was resolved to an extent. The 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 writing. They used the access panel under the drivers side back seat a short cut. They do this to save time and it is less labor intensive. That panel is not meant to be used to replace the fuel pump and there can be repercussions doing the work this way. For example some reports have stated not having as good of gas mileage per gallon and the smell of fuel coming from the car. I 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 repairs. Also, that is why my front driver seat was removed, so the mechanic would have more room to work. Not bolting my seat down is negligence.  Now there is still the fact some used my vehicle with out my consent and put 285 miles on my car. That part of my complaint has not been addressed.
Sincerely,
[redacted]

The Company appreciates the customer's inquiry and apologizes for any inconvenience involved in having to return to the dealership to sign additional documents needed in order to fund the financing of the purchased vehicle.  Unfortunately, it is quite common that a bank or other lender will...

require additional stipulations or other information in order to finance the particular deal.  For the customer's convenience, we released the new vehicle to him prior to that funding actually taking place.  The customer was contacted several times about the need to come back to the dealership which apparently took some time as it was inconvenient for him to do so to furnish the additional requested information.  Ultimately, the financing had to be dropped with the original lending bank and switched to a local credit union which required resigning the contract and application.  The deal was ultimately financed by the credit union shortly after the customer resigned the documents.  Upon that funding being made to the dealership, the balance owing to the customer as part of the deal was sent to him so that the payoff could be made by him.  The transaction is complete and all appropriate funding and payoffs were concluded as soon as the new documents were signed.

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]

Complaint: [redacted]
I am rejecting this response because it contained false information. Here is a detailed summary of what happened: I went in to sign the new contract on 4/14/2017. 4/25/17 - I left a voicemail for Jonathan in Finance. No one called me back.4/26/17 - I called and spoke to Dee, the Salesperson, who told me not to worry. I told her I was worried because the old loan was about to take money from my account. She told me I needed to call Finance. I told her I've been trying.5/22/17 - I called twice for Jonathan in Finance. The second time, he actually came on the line to tell me he had to call the Sales boss, Phil, to figure it out. No one called me back.5/25/17 - I called Phil and he said he needed to talk to Finance and get back to me. No one called me back.5/27/17 - My girlfriend called and asked for a manager. She spoke to Phil who said he needed to check with JT in Finance but he wouldn't be in until Monday (5/29). Phil said he would leave a message for JT to call [redacted] back on 5/29. No one called me back.5/30/17 - My girlfriend left a voicemail for JT. No one called back. That night I sent the message to you folks (Revdex.com).6/1/17 - My girlfriend left a voicemail for JT. Jonathan (not sure if he goes by JT) called back to say that he had checked with Accounting and they said they had processed and mailed the check to [redacted] three weeks ago. He said we would need to speak to Tiffany in Accounting to confirm. My girlfriend called the office again to speak to Tiffany this time. She said that I needed to speak with Tee and transferred her. Tee said that the check had not yet been processed and that it was held up because the manager who sold me the truck was no longer working there. My girlfriend explained that I had already made two payments to the loan they were supposed to have paid off, so a check made directly to me would work best at this point. She also let her know that the loan for the new truck from them was also already due, so it was becoming a significant financial burden. She requested the check be processed as soon as possible. Tee told her that she would try her best to get it done that day. She did end up contacting me to let me know the check was ready to pick up later that same day.I have finally received the money for the truck I traded in almost two months after signing the new contract. It's coincidental that both me and my girlfriend were getting the run-around until I emailed you folks. Right after that, we actually received a response from the dealership. It's also convenient that the dealership had a hard time verifying information on a written contract just because the sales manager who was involved was no longer there. It is there in black-and-white. They seemed to be able to keep and sell my trade in truck without any problems. A few of my friends (separately) told me they saw my truck driving around (which implies that it had been sold) long before I received the monies. I am satisfied now that I have received the monies but chose not to accept the response by the dealership because it had false information. The entire process and experience with them was frustrating to say the least. I thank you Revdex.com for all you do. I am not sure if this would have been resolved without you. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:the business is lying about their response. I STILL DO NOT HAVE THE TITLE OF MY VEHICLE.The dealership forgot to ground the lease after the pur[redacted] 3/25, which was brought to their attention on 4/20/16. At that time, the finance manager of [redacted], Dennis, apologized and assured me he contacted the person responsible to complete the process. After multiple calls with no messages ever being passed through, I spoke the [redacted] sales manager Ray on 5/22, and he first told me that he had never heard of this, that I was threatening him, and then apologized. No one followed up with me from the dealership until I called the next day. I was then told that after not grounding the lease and receiving that notice a month prior, they also forgot to send the odometer statement. When I began to ask how this happened and who was accountable, I was interrupted repeatedly and talked over. When I brought that to Ray's attention as well as his inappropriate comments the day prior, he apologized. I asked for his superior's name, and he stated Doug G[redacted], gave me a non working number, and hung up on me.I emailed Doug G[redacted], GM of Jim Falk motors. I have yet to receive a response from him.I contacted [redacted] directly and have been working with someone at the corporate level to try to obtain the lease of my vehicle. I have filed a dealer complaint with the corporation.Again, as of 6/26/16, I STILL DO NOT HAVE THE TITLE OF MY VEHICLE. 
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.

Complaint: [redacted]
I am rejecting this response because:the business is lying about their response. I STILL DO NOT HAVE THE TITLE OF MY VEHICLE.
The dealership forgot to ground the lease after the pur[redacted] 3/25, which was brought to their attention on 4/20/16. At that time, the finance manager of [redacted], Dennis, apologized and assured me he contacted the person responsible to complete the process. 
After multiple calls with no messages ever being passed through, I spoke the [redacted] sales manager Ray on 5/22, and he first told me that he had never heard of this, that I was threatening him, and then apologized. 
No one followed up with me from the dealership until I called the next day. I was then told that after not grounding the lease and receiving that notice a month prior, they also forgot to send the odometer statement. When I began to ask how this happened and who was accountable, I was interrupted repeatedly and talked over. When I brought that to Ray's attention as well as his inappropriate comments the day prior, he apologized. I asked for his superior's name, and he stated Doug G[redacted], gave me a non working number, and hung up on me.
I emailed Doug G[redacted], GM of Jim Falk motors. I have yet to receive a response from him.
I contacted [redacted] directly and have been working with someone at the corporate level to try to obtain the lease of my vehicle. I have filed a dealer complaint with the corporation.
Again, as of 6/26/16, I STILL DO NOT HAVE THE TITLE OF MY VEHICLE.
 
Sincerely,
[redacted]

The vehicle in question had no mechanical issues when it was sold.  It was given the State of Hawaii safety inspection which it passed and additional used vehicle reconditioning was also performed prior to the vehicle being offered for sale. This 11-year old vehicle had in excess of 100,000...

miles at the time of sale and was therefore sold “As-Is” as disclosed in the Buyer’s Guide and had no manufacturer or Hawaii statutory warranty due to the high mileage.  Buyers are always free to have an outside inspection of the vehicle prior to purchase.  The company has no idea of what the current mechanical issues are with the vehicle but again, it was a high-mileage vehicle sold “As-Is” and the sale was final.  The customer is responsible for any repairs following an "As-Is" sale.  The company cannot refund the customer’s purchase price.  Regarding the title, a clerical error resulted in the title not being forwarded to the customer.  However, the title is in the customer’s name and it is being sent to him.