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John Paul’s Automotive

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Reviews John Paul’s Automotive

John Paul’s Automotive Reviews (31)

Our service manager had been trying to contact Mr [redacted] but had been unsuccessful with the number that he had on fileOn 11/at 9:a.mhe had emailed him a message to that effect trying to work out a solutionWe were able to contact Mr [redacted] this morning and he stated that he hadn't seen the emailI shared with him the information that our service manager had written in the emailWe apologize for his ongoing issues and the miscommunicationThat is never what we want for our customersWe also addressed his other concerns and tried to clarify some issues that he had hadI be**eve that we have reached a mutually satisfactory agreement as this time and even though gaskets are not covered under GM warranty we will take care of the last repair in question as we understand the frustration with it fai**ng so soon (vehicle with 161,000+ miles)We discussed the a**gnment issue as well and after reviewing repair order, confirmed that with the work that was done the a**gnment was a necessary component after that type of repairWe came to an agreement on that as well and it will be taken care ofFurther questions or issues please? contact our service directorWe be**eve that this matter is resolved to customer's satisfaction

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Meeting was very successful. We met with *** and Elizabeth. We talked about our main concerns and we reached a resolution We truly appreciate our concerns being addressed and fixed. We look forward to a long lasting relationship with Jon Paul GMC Best regards, *** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending
it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Our service manager had been trying to contact Mr** but had been unsuccessful with the number that he had on fileOn 11/at 9:a.mhe had emailed him a message to that effect trying to work out a solutionWe were able to contact Mr** this morning and he stated that he hadn't seen the
emailI shared with him the information that our service manager had written in the emailWe apologize for his ongoing issues and the miscommunicationThat is never what we want for our customersWe also addressed his other concerns and tried to clarify some issues that he had hadI be**eve that we have reached a mutually satisfactory agreement as this time and even though gaskets are not covered under GM warranty we will take care of the last repair in question as we understand the frustration with it fai**ng so soon (vehicle with 161,000+ miles)We discussed the a**gnment issue as well and after reviewing repair order, confirmed that with the work that was done the a**gnment was a necessary component after that type of repairWe came to an agreement on that as well and it will be taken care ofFurther questions or issues please contact our service directorWe be**eve that this matter is resolved to customer's satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.First of all, that vehicle didn't activate that feature when I test drove itYour salesperson also stated that fact to your used car managerSecond, I did state I liked the vehicleHowever when the stop/start started the day after I purchased the vehicle I called right awayTold all three salesperson,used car manager, and director of finance would have never bought vehicle if we were aware of that featureThirdly, was told by your director of finance it was are fault for not researching the Malibu to see what features the vehicle hasIn your statement you said that your dealership has sold Chevy Malibu's with that feature and have had no issues in the past selling themThen why didn't your salesperson or your used car manager know about that featureSalesperson didn't even know about the battery for that featureHe stated the battery for that feature was for the pump in the trunkFurthermore, we didn't except the check to be in are nameWhy would it be since the lien was in my credit union nameTold your director of finance to write it to the credit unionSince they are the ones who have the lienThats when he decided to run are credit through your companyWe didn't want him to do that which we told himBut he did it anywaysNext, I told your salesperson and used car manager that my phone was brokenThey were aware of itBorrowed phone and was keeping contact with your used car managerMissed one call from you when your dealership called my husband work and he was already homeWhen I got new phone there were three voice messages from your dealership which I called back and talked to salespersonAdditionally, did become very upsetThis was after your director of finance called us stupid three times for not researching the Malibu and that credit union don't even no basic mathFinally, all I want is the difference of the price paid and the pay of the Malibu which is $2,We tried to work it outIf your director of finance would had did what my credit union needed we would have gotten the other vehicle from you.
Regards,
*** ***

This customer came to look at used cars and expressed specific interest in looking at a Chevrolet Malibu or Cruze stating that safety was a concern due to history of previous accident. After some discussion, customer preferred taking a test drive in the Malibu and liked the drive and
performance of the vehicleArrangements were made to come back with her husband to look at the vehicle again and decision made to purchase the MalibuFinancing was secured from their credit union, all paper work was signed and vehicle was delivered on 5/20/Processing of deal was completed at that timeThey seemed very pleased with purchase5/23/the customer contacted used car manager with concerns about the stop/start featureTest drive had been taken prior to purchase and liked the vehicle but stated that the feature didn’t activate during test driveShe inquired if there was a way to disconnect the start/stop because she liked the car other than thatThe used car manager researched, consulted with service, and found that turning off was not an option without causing problems such as check engine light or other concerns. We had not had any concerns expressed with this feature, which is standard equipment for all Malibu’s with the 2.5L engine, on previous sales. Feature is considered a positive and is designed to save fuelWe are very willing to help with research or find out information for customers when questions arise. Our manager called the customer back on Tuesday morning to relay the informationThough the Malibu is the vehicle the customer was interested in and this is a standard feature on the vehicle, he told her that we did not want her to have a vehicle that she wasn’t comfortable with and that we would work with her to find a vehicle that better fit her needsThey agreed to meet that night to look at best options and at that time customers agreed that they would pick out another vehicleA Equinox was chosen, manager figured out deal giving credit on the Equinox for all of their money spent on the Malibu and went over purchase agreement line by line giving credit for all money paid for vehicle including service feeUsing the Malibu as trade, taxes paid would be considered in the Equinox purchase as wellAllowing full credit for 100% of purchase price of the Malibu toward the Equinox we believed was trying to go above what was required which is what we try to do for our customersThe difference for the Equinox was $which they indicated they were fine with (We have a selection of used cars and other choices might have been same price or possibly even less)The goal was to choose the vehicle that they were comfortable withThey left seemingly very happy with the new deal and delivery was set for Friday, 5/27/They were given new information to take to credit union using the full price of the Malibu as trade allowance along with the figures for the EquinoxIdeally we would have noticed that the color on the Equinox said black, but regrettably we didn’t, (Equinox was Blue and Malibu was Black.) This had no effect on the numbers, the VIN was correct and does not reference colorOn 5/25/the husband called and said that bank wouldn’t do deal like that and that they wanted to pick up check for other vehicle and take to credit union and come back and do new dealLegally, if there is a lien payoff on a vehicle that a dealer takes on trade, a check can only be given to the lien holderWe cannot give the customer the check for lien payoff in this situation so the whole scenario did not make sense and would also result in losing benefit of tax savingsWe tried contacting both husband and wife several times and left messages to that effect but did not hear back from themWe had the Equinox prepped for delivery on 5/but came in on 5/and talked with finance manager; but, while talking with finance manager they were not ready to complete deal on Equinox and still wanted check to take to credit union and come back for other dealAfter becoming very unhappy they confirmed that they had not intended to take delivery of the Equinox and leftThis is never the outcome we want for our customersWe value every customer and realize mutual respect is an important component of working out differencesIf given the opportunity, we are willing to work with customer to find another vehicle to trade the Malibu for that better suits their needsThough the vehicle can be traded in at any time desired, the offer for credit for full purchase price can only be honored through 6/11/due to changing values and depreciation

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending
it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** **

I certainly can understand the frustration the customer has had in dealing with the problems with his vehicleI'm sorry that he has had the problems and has had difficulty in finding the answers to solve the issue to his satisfactionHowever, to summarize our position, we first received a call
from the customer on 11/around noon and he advised us that the vehicle was at another repair center and that they could not get any of the brakes to "free up." He had been made aware of a recall involving the brakes on his Pontiac Gby someone at the repair facility and was inquiring if the recall would fix his vehicleOur service manager advised him that the recall was for a brake lamp malfunction and that it shoudn't have any bearing on the performance of the hydraulic and/or anti-lock brake system (ABS)The recall was to address the electrical connections of the Brake Apply Sensor and the Body Control Module and those repairs are made from inside the vehicleThe customer stated that he would have the vehicle towed to our facility since they were unable to get the brakes "freed up."
The vehicle arrived that afternoon and one of our technicians, upon inspecting the vehicle reported that three of the four wheels were spinning freely, meaning that there was no unwanted brake application, but that the right front brake caliper was applied and thus not allowing the wheel to spin freelyThe tech completed the Brake Lamp Malfuntion recall as well as two other recalls that were identified, one involving electric power steering assist, and the other a potential transmission shift cable problemAfter a visual inspection of the right front brake caliper, right front brake flexible hydraulic fluid hose as well as the preformed metal brake fluid line between the flexible hose and the electric brake control module located under the hood, he found what appeared to be a kink in the brake line near the right front strut typical of what might be found if the vehicle had been in an accident at some point though we had no knowledge if it had or had not beenThe tech attempted to push the right front caliper piston back into the caliper to relieve the pressure on the brake rotor but was not successfulHe then noted his findings and provided an estimate for the necessary repairs to fix the problem and reported his findings to the service advisorThe customer was given the information and he informed our advisor that he had to "think about it." We tried to contact him the next morning and someone other than himself answered the phone and when advised that we were calling concerning the vehicle the man answering the phone stated that the repairs were too much money and they would be over to pick up the vehicleThe only charge to the customer was for the towing to our facility (which the service manager had placed a call to the towing service and arranged for a discounted fee) and for diagnostics of the brakesThe recalls are no charge to the customer
On 11/our service manager received several calls from a man identifying himself as the manager at the other repair facilityHe asked what we found and could tell him about the vehicle belonging to the customerThey had replaced both front brake calipers at the customer's request but were having problems bleeding the brakesHe was advised that there possibly could be a need for a special tool called a Tech to bleed the brakes IF there is air stuck in the ABS systemHe stated that there was a problem getting fluid out of the Brake Pressure Modulator Valve, part of the ABS systemThe manager indicated that the customer was irate with our service and had indicated that we must have caused these issues when working on the recallsWe confirmed to the manager that we did not open the hydraulic brake fluid system as part of the recall or as part of the diagnostic and thus could not be responsible for any hydraulic issuesOur service manager asked him to have the customer call us directly so he could explain what work was performed, where on the vehicle it was performed as well as answer any questions he may haveWe did not receive a call so proactively called him ourselves to try and resolve any misunderstandings or clarify any issuesThe offer was made to come to our shop and we would show him exactly what and where we worked on his vehicleAt the conclusion of the conversation our service manager was under the impression that the explanation had carified the issue for the customer to his satisfaction We tried to contact the customer again today after seeing the noted issues to try to address his concerns but he was not available so we left a message to contact us at his convenience so that we can address further and clarify any questions or concerns
We try very hard to assist all of our customers in the most courteous and professional manner possibleAgain we are very sorry for the issues the customer has had with his vehicle and can understand the frustration it has caused; but, it was not something that was caused while in our facility

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Meeting was very successful. We met with *** and Elizabeth. We talked about our main concerns and we reached a resolution We truly appreciate our concerns being addressed and fixed. We look forward to a long lasting relationship with Jon Paul GMC Best regards, *** ***

Our service manager had been trying to contact Mr** but had been unsuccessful with the number that he had on fileOn 11/at 9:a.mhe had emailed him a message to that effect trying to work out a solutionWe were able to contact Mr** this morning and he stated that he hadn't seen the
emailI shared with him the information that our service manager had written in the emailWe apologize for his ongoing issues and the miscommunicationThat is never what we want for our customersWe also addressed his other concerns and tried to clarify some issues that he had hadI be**eve that we have reached a mutually satisfactory agreement as this time and even though gaskets are not covered under GM warranty we will take care of the last repair in question as we understand the frustration with it fai**ng so soon (vehicle with 161,000+ miles)We discussed the a**gnment issue as well and after reviewing repair order, confirmed that with the work that was done the a**gnment was a necessary component after that type of repairWe came to an agreement on that as well and it will be taken care ofFurther questions or issues please contact our service directorWe be**eve that this matter is resolved to customer's satisfaction

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I only have one concern with all this you stated I was charge for DIagnostics of the brakes yet I never asked if that was it was for I only wanted the recall done, but that is not what I was told, it was stated to me the charge was for unlocking the rear and front left brake, and that I need the front caliper, front brake line and brake hoseA lot of things just didn't make sense to meI do not wish to fight about something so pointless, but I do not feel happy as I never had any brake problems till this all happened with the recall

I did hear back from the customer and I we have come to a mutually acceptable resolution to the issue

I am in contact with this customer and trying to come to a resolutionWill respond further as neededPlease allow some time for follow upThank you

We did sell this General Motors Certified vehicle which requires a point inspection which is documented and signed by customerWe did bring it back in and provide a loaner vehicle when concerns were voiced to re-examine for issuesHowever, the customer is not satisfied at present and
that is not our desire for our customersWe have been in contact with the customer again today, have scheduled an appointment to come in and are going to try to reach a mutually satisfactory resolution to the issueI will respond further as necessary after appointment with customerPlease hold posting until we are able to meet with customer again. Thank you

We did sell this General Motors Certified vehicle which requires a point inspection which is documented and signed by customerWe did bring it back in and provide a loaner vehicle when concerns were voiced to re-examine for issuesHowever, the customer is not satisfied at present and
that is not our desire for our customersWe have been in contact with the customer again today, have scheduled an appointment to come in and are going to try to reach a mutually satisfactory resolution to the issueI will respond further as necessary after appointment with customerPlease hold posting until we are able to meet with customer again. Thank you.

I did hear back from the customer and I we have come to a mutually acceptable resolution to the issue.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted] **

I am in contact with this customer and trying to come to a resolution. Will respond further as needed. Please allow some time for follow up. Thank you.

This customer came to look at used cars and expressed specific interest in looking at a Chevrolet Malibu or Cruze stating that safety was a concern due to history of previous accident.  After some discussion, customer preferred taking a test drive in the Malibu and liked the drive and...

performance of the vehicle. Arrangements were made to come back with her husband to look at the vehicle again and decision made to purchase the Malibu. Financing was secured from their credit union, all paper work was signed and vehicle was delivered on 5/20/16. Processing of deal was completed at that time. They seemed very pleased with purchase. 5/23/16 the customer contacted used car manager with concerns about the stop/start feature. Test drive had been taken prior to purchase and liked the vehicle but stated that the feature didn’t activate during test drive. She inquired if there was a way to disconnect the start/stop because she liked the car other than that. The used car manager researched, consulted with service, and found that turning off was not an option without causing problems such as check engine light or other concerns.  We had not had any concerns expressed with this feature, which is standard equipment for all 2015 Malibu’s with the 2.5L engine, on previous sales.  Feature is considered a positive and is designed to save fuel. We are very willing to help with research or find out information for customers when questions arise.  Our manager called the customer back on Tuesday morning to relay the information. Though the Malibu is the vehicle the customer was interested in and this is a standard feature on the vehicle, he told her that we did not want her to have a vehicle that she wasn’t comfortable with and that we would work with her to find a vehicle that better fit her needs. They agreed to meet that night to look at best options and at that time customers agreed that they would pick out another vehicle. A 2013 Equinox was chosen, manager figured out deal giving credit on the Equinox for all of their money spent on the Malibu and went over purchase agreement line by line giving credit for all money paid for vehicle including service fee. Using the Malibu as trade, taxes paid would be considered in the Equinox purchase as well. Allowing full credit for 100% of purchase price of the Malibu toward the Equinox we believed was trying to go above what was required which is what we try to do for our customers. The difference for the Equinox was $2319.78 which they indicated they were fine with (We have a selection of used cars and other choices might have been same price or possibly even less). The goal was to choose the vehicle that they were comfortable with. They left seemingly very happy with the new deal and delivery was set for Friday, 5/27/16. They were given new information to take to credit union using the full price of the Malibu as trade allowance along with the figures for the Equinox. Ideally we would have noticed that the color on the Equinox said black, but regrettably we didn’t, (Equinox was Blue and Malibu was Black.) This had no effect on the numbers, the VIN was correct and does not reference color. On 5/25/16 the husband called and said that bank wouldn’t do deal like that and that they wanted to pick up check for other vehicle and take to credit union and come back and do new deal. Legally, if there is a lien payoff on a vehicle that a dealer takes on trade, a check can only be given to the lien holder. We cannot give the customer the check for lien payoff in this situation so the whole scenario did not make sense and would also result in losing benefit of tax savings. We tried contacting both husband and wife several times and left messages to that effect but did not hear back from them. We had the Equinox prepped for delivery on 5/27 but came in on 5/26 and talked with finance manager; but, while talking with finance manager they were not ready to complete deal on Equinox and still wanted check to take to credit union and come back for other deal. After becoming very unhappy they confirmed that they had not intended to take delivery of the Equinox and left. This is never the outcome we want for our customers. We value every customer and realize mutual respect is an important component of working out differences. If given the opportunity, we are willing to work with customer to find another vehicle to trade the Malibu for that better suits their needs. Though the vehicle can be traded in at any time desired, the offer for credit for full purchase price can only be honored through 6/11/16 due to changing values and depreciation.

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Description: Auto Dealers - New Cars, Auto Dealers - Used Cars, Auto Parts & Supplies - New, Tire Dealers, Auto Air Conditioning, Alternators & Generators - Auto Repair, Auto Diagnostic Service, Auto Electric Service, Auto Repair & Service, Brake Service, Engines - Rebuild & Exchange, Lubricating Service - Automotive, Mufflers & Exhaust Systems, Transmissions - Automobile, Truck Repair & Service, Wheel Alignment, Frame & Axle Service - Auto, Auto Repair - Tune-Up, Auto Repair - Maintenance, New Car Dealers (NAICS: 441110)

Address: 1599 SW. 30th Ave. Ste. 3, Milwaukee, Wisconsin, United States, 53228-1205

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