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 respondingWho is MrU [redacted] ? We never spoke with this person everIf anyone is allowed to be disappointed in this matter it is us, the consumerIn 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 nameIn my complaint to the better business bureau, my name is correctly displayed as Dr [redacted] *** My name is not Mrs*** 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 departmentI 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 meNow the Jim Falk response to our claim makes it seem as if these managers (whoever they are) were responsive and availableIn 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 effortsBecause of the lack of answers, we even turned to [redacted] corporate for assistanceOur only contact from any management was from Ms U [redacted] She called to tell us that our request for rental care reimbursement was deniedShe interrupted, made no attempts to listen or hear my point, and talked over meThe call ended by me hanging up on her.” – Mr [redacted] Now, we want to be clear about the heart of the matter of our complaintOur discontent has absolutely nothing to do with our car being out of warrantyPlease note that when we made this Revdex.com complaint, a reason for the complaint needs to be indicatedAccordingly, we indicated problems with customer serviceWe understood that we would be paying thousands of dollars to repair an only year old carIn 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 moveOur 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 withThe problems was that at the outset were told that our car would take 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 weeksWe 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 complaintThat 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 vehicleOur problem is that we were only made aware of the outsourced work weeks and days into the repair process This occurred during one of Mr***’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 shopHe 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 shopHe also stated that he was “surprised” that corporate had decided to send these two mechanics to Oahu for training that weekendBecause of being understaffed, Greg W [redacted] said that even if the part was complete, he could not guarantee when the work could be startedAt this point, we had incurred $in rental car feesThis is what’s running through our mind- we had already paid $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 $more in repairs Think of the stress of just covering the cost of these repairsNow, add on the rental car fees and being told again and again up until September 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 feesThink of the worry and angst that would come with a growing cost in rental car fees with no clear ending in sightNo 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 $by Greg W [redacted] for the repair work done after the radiator work was “complete.” Then, on Sept (4+ weeks later) Greg W [redacted] emailed Mr [redacted] a more transparent run down of the estimate at Mr***’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- $ 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 $Our final bill for the repair work, (after the $we paid for the radiator) came out to be $So, they apparently discounted us $ Further, we never consented to our car repair work being outsourced to another shop We never agreed to this feeSo, I ask- is this supposed to be considered a “deep discount?” Also consider the rental car fees we incurred- a total of $ 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 incensedI would like to note that the repair work was complete 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 portrayal that paints a picture of the service department as being responsive and helpfulGiven the management’s continued lack of truthfulness, we challenge Mrand MsU [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 understaffedWe have a documented timeline of conversations and events that have transpired over the course of this entire ordealWe have saved voicemail messages and our phone records Lastly, we are working professionalsHow 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] ***
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 Dec 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
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 Jeep Cherokee TrailhawkI dropped the vehicle off at 10:for an 11:am appt and the customer service repsaid come back at around 3:p.mthe car should be done by thenHowever, if it is completed before then he would give me a callAt around 3:p.mI called and asked if my vehicle was ready and the service repsaid that they had completed the oil change but that they didn't get to the recallI then said to him that the main reason I made the apptwas to get the recall completed and not for the oil changeThe oil change I could have gotten accomplished anywhere else so why didn't they do the recall? He said that they were short of techniciansAt 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 appointmentAt which time he had not explanation and gave me options to either leave the vehicle overnight or bring it back first thing in the morningWell I'm sure I'm not the only one who has only one vehicle to get home and go to work the following dayI 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 dayIt is expected that when someone makes an appointment to get work done, that the work is accomplishedIf 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 ofThis is not the first time I've had an issue with the service department for a recall on my vehicleLast 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 comeI waited months and no phone call so I call themAt which time the parts were in and they had no explanation as to why they had not gotten back to meI make the appointment and drop off my carAs I'm leaving the lot the service repcalls out to me and I walk over and he tells me that the recall had already been completed previouslySo I asked him when, and he said the last time I was there to get a new remote control key and have it reprogrammedWhich that in itself was another fiascal that I will not get intoSo 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 apptas it should be in the records in the computer? Of course he had no answer so I drove offI have never seen a business as incompetent as this oneI should have realized it from that previous incidentI 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 vehicleUnfortunately 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: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 respondingWho is MrU [redacted] ? We never spoke with this person everIf anyone is allowed to be disappointed in this matter it is us, the consumerIn 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 nameIn my complaint to the better business bureau, my name is correctly displayed as Dr [redacted] *** My name is not Mrs*** 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 departmentI 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 meNow the Jim Falk response to our claim makes it seem as if these managers (whoever they are) were responsive and availableIn 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 effortsBecause of the lack of answers, we even turned to [redacted] corporate for assistanceOur only contact from any management was from Ms U [redacted] She called to tell us that our request for rental care reimbursement was deniedShe interrupted, made no attempts to listen or hear my point, and talked over meThe call ended by me hanging up on her.” – Mr [redacted] Now, we want to be clear about the heart of the matter of our complaintOur discontent has absolutely nothing to do with our car being out of warrantyPlease note that when we made this Revdex.com complaint, a reason for the complaint needs to be indicatedAccordingly, we indicated problems with customer serviceWe understood that we would be paying thousands of dollars to repair an only year old carIn 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 moveOur 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 withThe problems was that at the outset were told that our car would take 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 weeksWe 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 complaintThat 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 vehicleOur problem is that we were only made aware of the outsourced work weeks and days into the repair process This occurred during one of Mr***’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 shopHe 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 shopHe also stated that he was “surprised” that corporate had decided to send these two mechanics to Oahu for training that weekendBecause of being understaffed, Greg W [redacted] said that even if the part was complete, he could not guarantee when the work could be startedAt this point, we had incurred $in rental car feesThis is what’s running through our mind- we had already paid $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 $more in repairs Think of the stress of just covering the cost of these repairsNow, add on the rental car fees and being told again and again up until September 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 feesThink of the worry and angst that would come with a growing cost in rental car fees with no clear ending in sightNo 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 $by Greg W [redacted] for the repair work done after the radiator work was “complete.” Then, on Sept (4+ weeks later) Greg W [redacted] emailed Mr [redacted] a more transparent run down of the estimate at Mr***’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- $ 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 $Our final bill for the repair work, (after the $we paid for the radiator) came out to be $So, they apparently discounted us $ Further, we never consented to our car repair work being outsourced to another shop We never agreed to this feeSo, I ask- is this supposed to be considered a “deep discount?” Also consider the rental car fees we incurred- a total of $ 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 incensedI would like to note that the repair work was complete 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 portrayal that paints a picture of the service department as being responsive and helpfulGiven the management’s continued lack of truthfulness, we challenge Mrand MsU [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 understaffedWe have a documented timeline of conversations and events that have transpired over the course of this entire ordealWe have saved voicemail messages and our phone records Lastly, we are working professionalsHow 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] ***
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 choices: She has paid $to have our outside service "TAGS" process the new title at DMV for her, or, we can issue her a refund of the $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-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
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 choices: She has paid $to have our outside service "TAGS" process the new title at DMV for her, or, we can issue her a refund of the $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-days, she can either pick up the new title here at Valley Isle Motors or we can mail it out to herPlease let us know how she wishes to proceed and we will act accordingly with all dispatch
Complaint: [redacted] 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, [redacted]
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 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 Complainant pur***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
[redacted] [redacted] 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
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, MrRey Vergel De [redacted] and we're certain that she'll be able to find a vehicle that meet's all of her needs
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 saleThis 11-year old vehicle had in excess of 100, 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
My husband and I have been trying to purchase one of your Tahoes for several months nowWe 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 islandI have visited the dealership on several occasionsI test drove the Tahoe and talked to multiple salesmen over the past months but have never received a call back after expressing very strong interest in a TahoeDue 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 optionsWe have the income and credit line to support our desire to own a TahoeI have received the same coupon multiple times in the mail to lure me in for a “yellow tag” Tahoe for a total of $7,offWith an average of one Tahoe in inventory at any given time, there has never been a yellow tagKeeping in mind the higher demand/supply of trucks versus Tahoes, the inventory still unproportionately lacks TahoesBeginning our experience last night, which prompted this letter, there were two Tahoes on the lotOne white, one greyFirst 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 togetherWe told him it was out of our price range, too many bells and whistles, and we wanted to order a base modelWe discussed our budget and he said, “Well, let’s go inside and talk numbers,” presumably about the grey TahoeAfter 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 inWe asked to look at the sticker on the white Tahoe to compare the price to the grey TahoeAfter establishing with Tim that the grey Tahoe priced at $50,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 atHe 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 experienceSome 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 dealWhen 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 CompanySo 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 dealHe 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 dealershipSo 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 unprofessionallyAfter 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 TahoeA 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,downTim swore tonight that we would have to place a minimum of $5,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 usThere shouldn’t be this much resistance when trying to order a relatively non specific base model SUVWe just want zero equity on our trade ins which are a special limited edition Silverado and a 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,TahoeThis overall, is a much better deal for Chevy than the original and only offer presented last nightI have enough stress and things to worry about expecting twinsIt should be a fun and exciting process buying a new car for our family and this was everything but thatI'm hoping this can be resolvedI am not surprised to see this "F" rating this morning!
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] ** [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
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 $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 still has not completed the action to resolve my issue, having the title of my vehicle in my name delivered to meIn my conversations with [redacted] Corporate on 6/3/16, associates at Jim Falk requested the title by overnight correspondenceThey at the time told [redacted] 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 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 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 own.I 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 [redacted] at [redacted] Corporate Customer Service and his communication with Jim Falk [redacted] , and per the discussions here 6/22-6/23/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 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, [redacted]
Both our Service Manager, Randy U [redacted] , and our [redacted] General Sales Manager, MrGreg W [redacted] , were very disappointed to receive this complaint from Mrs*** 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 ***' 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 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, 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 ***' 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
I am rejecting this response because: From: Glenn [redacted] [mailto:glenna***[email protected]] Sent: Monday, April 20, 5: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 complaintTo sum it up their response is totally unacceptable IMHO.To be specific I offer the following:In my 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 .Subject vehicle is in fact years old and not surprisingly has wear and tear issues I fully realize that fact and expect itMy car currently has approximately 52,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! 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 neededI am enclosing a copy of the work orders with my list of repairs The first work order dated 10-30- 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 NEEDEDor words to that effect” 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 To refute their outlandish and responses I offer the following: aThey report that they replaced the left front headlight bulb and rear brake light Maybe they didIf 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 bI 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 intermittentlyThey 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 mechanismThey also told me verbally and in writing: NO action needed at this timeYes, I told them it still does not work properly on more than one occasionTheir “FIXES” made it so it would not work at all They told me to fix it it would cost approximately $This is the window that my friend fixed for $ 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 intermittentlyThey supposedly fixed those two items and told me no further repairs neededAfterwards 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 visitThey 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 fAfter several return trips they told me all of my problems were caused by a faulty alternatorI vehemently disagreed but they did install a new alternator and I paid $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.gThey 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 simplehALL, and I repeat all, of the things I complained about was for work directly related to their previously so called completed workAny and all parts they provided were solely related to their so-called previously completed work with no further repairs needed 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 stars out of have any relative bearing on my report? I maintain that the 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 is further substantial reason that I consider them to be “MASTERS OF DECEIT” We consumers deserve better whether we are young or elderly 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] AmericaThis 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 toleratedWhile it may be true that they have no responsibility to report their corporate structure or franchise relationship to meI 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-and was again told that neither Jim Falk Motors, nor [redacted] Maui N have appropriate licenses to operate in Hawaii 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)
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 respondingWho is MrU [redacted] ? We never spoke with this person everIf anyone is allowed to be disappointed in this matter it is us, the consumerIn 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 nameIn my complaint to the better business bureau, my name is correctly displayed as Dr [redacted] *** My name is not Mrs*** 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 departmentI 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 meNow the Jim Falk response to our claim makes it seem as if these managers (whoever they are) were responsive and availableIn 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 effortsBecause of the lack of answers, we even turned to [redacted] corporate for assistanceOur only contact from any management was from Ms U [redacted] She called to tell us that our request for rental care reimbursement was deniedShe interrupted, made no attempts to listen or hear my point, and talked over meThe call ended by me hanging up on her.” – Mr [redacted] Now, we want to be clear about the heart of the matter of our complaintOur discontent has absolutely nothing to do with our car being out of warrantyPlease note that when we made this Revdex.com complaint, a reason for the complaint needs to be indicatedAccordingly, we indicated problems with customer serviceWe understood that we would be paying thousands of dollars to repair an only year old carIn 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 moveOur 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 withThe problems was that at the outset were told that our car would take 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 weeksWe 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 complaintThat 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 vehicleOur problem is that we were only made aware of the outsourced work weeks and days into the repair process This occurred during one of Mr***’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 shopHe 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 shopHe also stated that he was “surprised” that corporate had decided to send these two mechanics to Oahu for training that weekendBecause of being understaffed, Greg W [redacted] said that even if the part was complete, he could not guarantee when the work could be startedAt this point, we had incurred $in rental car feesThis is what’s running through our mind- we had already paid $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 $more in repairs Think of the stress of just covering the cost of these repairsNow, add on the rental car fees and being told again and again up until September 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 feesThink of the worry and angst that would come with a growing cost in rental car fees with no clear ending in sightNo 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 $by Greg W [redacted] for the repair work done after the radiator work was “complete.” Then, on Sept (4+ weeks later) Greg W [redacted] emailed Mr [redacted] a more transparent run down of the estimate at Mr***’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- $ 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 $Our final bill for the repair work, (after the $we paid for the radiator) came out to be $So, they apparently discounted us $ Further, we never consented to our car repair work being outsourced to another shop We never agreed to this feeSo, I ask- is this supposed to be considered a “deep discount?” Also consider the rental car fees we incurred- a total of $ 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 incensedI would like to note that the repair work was complete 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 portrayal that paints a picture of the service department as being responsive and helpfulGiven the management’s continued lack of truthfulness, we challenge Mrand MsU [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 understaffedWe have a documented timeline of conversations and events that have transpired over the course of this entire ordealWe have saved voicemail messages and our phone records Lastly, we are working professionalsHow 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] ***
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 Dec 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
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 Jeep Cherokee TrailhawkI dropped the vehicle off at 10:for an 11:am appt and the customer service repsaid come back at around 3:p.mthe car should be done by thenHowever, if it is completed before then he would give me a callAt around 3:p.mI called and asked if my vehicle was ready and the service repsaid that they had completed the oil change but that they didn't get to the recallI then said to him that the main reason I made the apptwas to get the recall completed and not for the oil changeThe oil change I could have gotten accomplished anywhere else so why didn't they do the recall? He said that they were short of techniciansAt 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 appointmentAt which time he had not explanation and gave me options to either leave the vehicle overnight or bring it back first thing in the morningWell I'm sure I'm not the only one who has only one vehicle to get home and go to work the following dayI 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 dayIt is expected that when someone makes an appointment to get work done, that the work is accomplishedIf 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 ofThis is not the first time I've had an issue with the service department for a recall on my vehicleLast 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 comeI waited months and no phone call so I call themAt which time the parts were in and they had no explanation as to why they had not gotten back to meI make the appointment and drop off my carAs I'm leaving the lot the service repcalls out to me and I walk over and he tells me that the recall had already been completed previouslySo I asked him when, and he said the last time I was there to get a new remote control key and have it reprogrammedWhich that in itself was another fiascal that I will not get intoSo 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 apptas it should be in the records in the computer? Of course he had no answer so I drove offI have never seen a business as incompetent as this oneI should have realized it from that previous incidentI 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 vehicleUnfortunately 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: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 respondingWho is MrU [redacted] ? We never spoke with this person everIf anyone is allowed to be disappointed in this matter it is us, the consumerIn 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 nameIn my complaint to the better business bureau, my name is correctly displayed as Dr [redacted] *** My name is not Mrs*** 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 departmentI 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 meNow the Jim Falk response to our claim makes it seem as if these managers (whoever they are) were responsive and availableIn 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 effortsBecause of the lack of answers, we even turned to [redacted] corporate for assistanceOur only contact from any management was from Ms U [redacted] She called to tell us that our request for rental care reimbursement was deniedShe interrupted, made no attempts to listen or hear my point, and talked over meThe call ended by me hanging up on her.” – Mr [redacted] Now, we want to be clear about the heart of the matter of our complaintOur discontent has absolutely nothing to do with our car being out of warrantyPlease note that when we made this Revdex.com complaint, a reason for the complaint needs to be indicatedAccordingly, we indicated problems with customer serviceWe understood that we would be paying thousands of dollars to repair an only year old carIn 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 moveOur 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 withThe problems was that at the outset were told that our car would take 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 weeksWe 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 complaintThat 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 vehicleOur problem is that we were only made aware of the outsourced work weeks and days into the repair process This occurred during one of Mr***’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 shopHe 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 shopHe also stated that he was “surprised” that corporate had decided to send these two mechanics to Oahu for training that weekendBecause of being understaffed, Greg W [redacted] said that even if the part was complete, he could not guarantee when the work could be startedAt this point, we had incurred $in rental car feesThis is what’s running through our mind- we had already paid $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 $more in repairs Think of the stress of just covering the cost of these repairsNow, add on the rental car fees and being told again and again up until September 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 feesThink of the worry and angst that would come with a growing cost in rental car fees with no clear ending in sightNo 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 $by Greg W [redacted] for the repair work done after the radiator work was “complete.” Then, on Sept (4+ weeks later) Greg W [redacted] emailed Mr [redacted] a more transparent run down of the estimate at Mr***’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- $ 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 $Our final bill for the repair work, (after the $we paid for the radiator) came out to be $So, they apparently discounted us $ Further, we never consented to our car repair work being outsourced to another shop We never agreed to this feeSo, I ask- is this supposed to be considered a “deep discount?” Also consider the rental car fees we incurred- a total of $ 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 incensedI would like to note that the repair work was complete 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 portrayal that paints a picture of the service department as being responsive and helpfulGiven the management’s continued lack of truthfulness, we challenge Mrand MsU [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 understaffedWe have a documented timeline of conversations and events that have transpired over the course of this entire ordealWe have saved voicemail messages and our phone records Lastly, we are working professionalsHow 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] ***
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 choices: She has paid $to have our outside service "TAGS" process the new title at DMV for her, or, we can issue her a refund of the $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-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
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 choices: She has paid $to have our outside service "TAGS" process the new title at DMV for her, or, we can issue her a refund of the $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-days, she can either pick up the new title here at Valley Isle Motors or we can mail it out to herPlease let us know how she wishes to proceed and we will act accordingly with all dispatch
Complaint: [redacted] 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, [redacted]
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 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 Complainant pur***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
[redacted] [redacted] 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
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, MrRey Vergel De [redacted] and we're certain that she'll be able to find a vehicle that meet's all of her needs
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 saleThis 11-year old vehicle had in excess of 100, 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
My husband and I have been trying to purchase one of your Tahoes for several months nowWe 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 islandI have visited the dealership on several occasionsI test drove the Tahoe and talked to multiple salesmen over the past months but have never received a call back after expressing very strong interest in a TahoeDue 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 optionsWe have the income and credit line to support our desire to own a TahoeI have received the same coupon multiple times in the mail to lure me in for a “yellow tag” Tahoe for a total of $7,offWith an average of one Tahoe in inventory at any given time, there has never been a yellow tagKeeping in mind the higher demand/supply of trucks versus Tahoes, the inventory still unproportionately lacks TahoesBeginning our experience last night, which prompted this letter, there were two Tahoes on the lotOne white, one greyFirst 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 togetherWe told him it was out of our price range, too many bells and whistles, and we wanted to order a base modelWe discussed our budget and he said, “Well, let’s go inside and talk numbers,” presumably about the grey TahoeAfter 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 inWe asked to look at the sticker on the white Tahoe to compare the price to the grey TahoeAfter establishing with Tim that the grey Tahoe priced at $50,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 atHe 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 experienceSome 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 dealWhen 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 CompanySo 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 dealHe 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 dealershipSo 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 unprofessionallyAfter 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 TahoeA 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,downTim swore tonight that we would have to place a minimum of $5,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 usThere shouldn’t be this much resistance when trying to order a relatively non specific base model SUVWe just want zero equity on our trade ins which are a special limited edition Silverado and a 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,TahoeThis overall, is a much better deal for Chevy than the original and only offer presented last nightI have enough stress and things to worry about expecting twinsIt should be a fun and exciting process buying a new car for our family and this was everything but thatI'm hoping this can be resolvedI am not surprised to see this "F" rating this morning!
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] ** [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
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 $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 still has not completed the action to resolve my issue, having the title of my vehicle in my name delivered to meIn my conversations with [redacted] Corporate on 6/3/16, associates at Jim Falk requested the title by overnight correspondenceThey at the time told [redacted] 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 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 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 own.I 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 [redacted] at [redacted] Corporate Customer Service and his communication with Jim Falk [redacted] , and per the discussions here 6/22-6/23/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 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, [redacted]
Both our Service Manager, Randy U [redacted] , and our [redacted] General Sales Manager, MrGreg W [redacted] , were very disappointed to receive this complaint from Mrs*** 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 ***' 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 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, 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 ***' 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
I am rejecting this response because: From: Glenn [redacted] [mailto:glenna***[email protected]] Sent: Monday, April 20, 5: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 complaintTo sum it up their response is totally unacceptable IMHO.To be specific I offer the following:In my 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 .Subject vehicle is in fact years old and not surprisingly has wear and tear issues I fully realize that fact and expect itMy car currently has approximately 52,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! 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 neededI am enclosing a copy of the work orders with my list of repairs The first work order dated 10-30- 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 NEEDEDor words to that effect” 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 To refute their outlandish and responses I offer the following: aThey report that they replaced the left front headlight bulb and rear brake light Maybe they didIf 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 bI 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 intermittentlyThey 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 mechanismThey also told me verbally and in writing: NO action needed at this timeYes, I told them it still does not work properly on more than one occasionTheir “FIXES” made it so it would not work at all They told me to fix it it would cost approximately $This is the window that my friend fixed for $ 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 intermittentlyThey supposedly fixed those two items and told me no further repairs neededAfterwards 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 visitThey 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 fAfter several return trips they told me all of my problems were caused by a faulty alternatorI vehemently disagreed but they did install a new alternator and I paid $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.gThey 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 simplehALL, and I repeat all, of the things I complained about was for work directly related to their previously so called completed workAny and all parts they provided were solely related to their so-called previously completed work with no further repairs needed 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 stars out of have any relative bearing on my report? I maintain that the 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 is further substantial reason that I consider them to be “MASTERS OF DECEIT” We consumers deserve better whether we are young or elderly 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] AmericaThis 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 toleratedWhile it may be true that they have no responsibility to report their corporate structure or franchise relationship to meI 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-and was again told that neither Jim Falk Motors, nor [redacted] Maui N have appropriate licenses to operate in Hawaii 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)