Kelly Buick, Incorporated

Dear Ms. [redacted]Re: [redacted]/2007 [redacted]We don't believe our staff at Kelly Buick/GMC did anything wrong, misrepresented the vehicle, or had any attention to deceive Mr. [redacted] about the history of the [redacted] he bought in 2013.As indicated by Mr. [redacted] the history...

report at that time did not show any accidents for this car.  This is supported by a signed statement from the customer who traded in the car where she attested to no knowledge of any accident history.  It appears we sold the car in good faith operating with the facts available at that time.  The inclusion in the [redacted] report of a page from another vehicle's report is no indication of a grand plot to deceive.  In most dealerships these reports are printed for several cars at the same time and it's quite possible that a page from another vehicle inadvertently mixed in with the [redacted] report.Unfortunately, the vehicle was involved in an accident and it shows on a current Auto check report.  However, all the evidence indicates that the vehicle history report did not display the accident at the time of trade in or sale to Mr. [redacted].  Accident databases are far from perfect or always current and this is not an isolated incident  So, although we did nothing wrong, in the interest of customer relations, we have attempted to trade Mr. [redacted] out of his car.  Upon further review/reflection we sympathize with Mr. [redacted]'s position and decided to sweeten our offer.  Russ C[redacted], our General Sales Manager, will reach out to Mr. [redacted] with a revised proposal.Best Regards,Greg K[redacted]

contacted customer to address issue with vehicle. Vehicle came in with ac inop when at idle. technician found the ac system compressor not working and recommended the replacement of the ac compressor. technician verified after that the ac was working. customer left and noted the ac still wasnt...

working when at an idle. had shop foreman review vehicle and found ac system working but the cooling fan for the engine not functioning after the vehicle got up to full temperature. called customer after diagnoised and customer was not happy with the cost of repair. dealer removed the cost of the labor and sold part to customer at a reduced rate for another part that was failed in the system. customer agreed to the repair which totalled $210.44 with tax. Dealer made ever effort to correct what the customer felt was a miss diag of the vehicle.

[redacted]
2:51 PM (1 hour ago)
to me, [redacted] 
Good Afternoon [redacted]
 
Following up on our conversation, this email is notice that the complaint for the case # above has been resolved....

 Kelly Buick was very willing to work through our issues, and we are satisfied with the outcome.
 
This issue can be closed, and we appreciate the attention our matter received.  Please feel free to contact [redacted] @ ###-###-#### or myself at ###-###-#### with any questions.
 
Thank you,
 
[redacted]

I am writing you back in reference to complaint [redacted]. Customer [redacted] brought her vehicle in the first time on 1-17–2015 to have the 4 wheel drive system check. We went through diagnostic test and found vehicle had multifault codes p1626, u1638,ulC26, u1041. We determined that...

vehicle had multiple problems and that there was multiple wiring issues with the vehicle.Note: vehicle was in an accident it looks like the vehicle may have been rolled over. The wiring in vehicle has been worked on before and a lot was not wired properly. The Service writer advised the customer that the technician would need more time to trace through the wiring and fault codes to determine what the failure or failures. Customer brought vehicle back in on 1–23/2015 for us to continue the diagnostic test. Technician determined that the vehicle would need Transfer case control module for the 4 wheel drive System we also told the customer that Power train control module was bad. Customer declined any further work. Customer called on the 1-26 saying the headlights are not working. We told her that it might not be related to what we did to the vehicle and there may be a charge. We checked the vehicle for the headlights not working we found a loose ground wire; we repaired the wire and did not charge customer.
We did not damage her vehicle and We did tell her that it needs and transfer case module to fix the 4wheel drive system. If the customer would like us to replace the transfer case module at the estimate of $717 dollars plus tax we would gladly give her a 10% discount.
SincerelyGregory H[redacted]Kelly Buick GMC Service  Director

To whom it may...

concern:                                    ...⇄ /> 8/5/15
 
This letter is in response to id # [redacted].
 
[redacted]S VEHICLE WAS TOWED INTO THE BODYSHOP 6/22/15 . WE
RECEIVED INSURANCE ESTIMATE 6/23 CALLED CUSTOMER TO GET OK OVER PHONE TO START
JOB AND ORDER PARTS, [redacted] GAVE ME THE OK TO ORDER ALL THE [redacted] PARTS BUT NOT
THE 3 USED PARTS, [redacted] WANTS THE INSURANCE TO ONLY PUT NEW PARTS ([redacted]) ON! SO
I WENT TO PARTS AND ODERED ALL THE [redacted] PARTS , AND HAD THEM SEE IF THEY COULD
PRICE MATCH THE 3 USED PARTS ,THE AMOUNT WAS TO MUCH TO MATCH , SO I CALLED
[redacted] WHO IS THE ESTIMATER THAT WROTE THE ESTIMATE FROM [redacted]
HAD INFORMED THE OWNER THAT I SHOULD BE ABLE TO HELP THE CUSTOMER  OUT
WITH THE USED PARTS AND GET NEW). I TOLD [redacted] I COULDN’T MATCH AND WHAT DID HE
WANT US TO DO . HE WASN’T GOING TO  CHANGE 
HIS ESTIMATE . SO I CALLED THE CUSTOMER AND TOLD HIM WHAT I TRIED TO DO
AND GOT NOW WHERE, THAT’S WHEN THE CUSTOMER TOLD ME AGAIN THAT HE AND HIS
PARTNER WILL NOT TAKE USED PARTS AND THEY WHERE GOING TO GO  AFTER [redacted]  LEGALLY. .. ABOUT A
WEEK OR SO LATER A RECEIVED A CALL FROM ADJUSTER FROM [redacted] ASKING ABOUT
THE REPAIR STATUS , I TOLD HIM THE CUSTOMER DOESN’T WANT USED PARTS AND HE IS
PLANNING LEGAL ACTION AGAINST THE INSURANCE COMPANY . HE TOLD ME OK AND THAT HE
WAS GOING TO CALL THE OWNER AND TELL HIM TO GET OUT OF RENT AND TO PICK UP
THERE CAR FROM THE SHOP… WE RECEIVE A CALL 7/8 FROM THE CUSTOMER AND GAVE US OK
TO START REPAIRS.
7/10 TORE DOWN FOR SUPPLEMENT . 7/13 CALLED SUPPLEMENT
@9:46. 7/14 RECEIVED SUPPLEMENT ESTIMATE . 7/14 ODERED SUPPLEMENT PARTS.
BETWEEN 7/15 AND 7/20 RECEIVED ALL SUPPLEMENT PARTS . WE FIINSH VEHICLE AND
CALLED CUSTOMER TO PICK UP,CUSTOMER CAME IN 7/28 TO PAY BILL AND PICK-UP 2013
DODGE DART.
 
This information was provided to me by our Body Shop manager
John C[redacted].
 
Thank You
 
Dan M[redacted]@kellycar.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: There was a HUGE lack of communication between everyone regarding my repairs. I had contacted the dealership multiple times and left messages and was held in the dark. I spoke with both repair managers (Robert and John) about approving the parts early in the repair process; on July 2, 2015 I spoke with both managers, giving the okay to proceed with repairs. On July 3, 2015, I left messages with the receptionist, on Robert’s and John’s voicemail (I called 4 times that day) to confirm again that I was approving the vehicle to be repaired. According to the shop they "never received the message,"  delaying repairs for 5 days. [redacted] called me asking why the repairs were not approved and I spoke to the representative making them aware of whom to contact and the managers that I spoke with to give the okay for the repairs and that I was assured by the managers that they will commence my repairs. I had no reason to delay the repairs after [redacted] agreed to pay the cost of the repair. The vehicle was not finalized on the 20th of July, as that day I called and was told that they had no estimated day of final repairs. I lost my rental coverage from [redacted] and had to have friends and family drive me to and from work as I was unable to cover the cost of a car rental. The dealership refused to provide me with a loaner car and said that courtesy was only extended to their “buying” customers. I feel like they really just took advantage of [redacted] and the claim process, delaying the repairs to charge my insurance more money. Not to mention close to the end of repairs. I received a call stating my car was done on a Tuesday at 4:52pm and was told I couldn’t pick up the car because they closed at 5. I then received a call later that night, 6 P.M., and was told that after they were doing a "once over" of my car that they realized the wheel was off. They said that I can come in the following day by lunch to get my car. First off if my car was done at 4:52, how did you miss my tire being off? also if you were going to stay late why couldn’t I have picked up my car after telling him I would leave work at that time to get there before 5! The following day I waited until 12 P.M. for a call. Got NOTHING! I then called them and was forwarded to Robert’s voicemail over 6 times! I called every 15 minutes until almost 3 o'clock; Not to mention the one receptionist, who is so rude, picked up the phone, was placed on hold while Robert (Body Shop Manager) were having a conversation about other customers for about 15 minutes. I then called from another phone and told them that I heard their entire conversation. I then decided I was going to show up at the dealership around 3:15 P.M. on July 28th. When I pulled up my car was in front of the service center DONE and Robert was at his desk even though I had called MULTIPLE times AND left MULTIPLE voice-mails! So it was very obvious that everyone was ignoring me at this dealership. The receptionist at the front desk refused my form of payment ([redacted] Debit card), even they accept credit/debit card payments. I was told that I would either have to walk to [redacted] and withdraw the cash from my account ($500) or I would have to leave my car until I can pay. After walking to the bank and withdrawing the total cash payment, I scheduled an inspection service with [redacted]. Upon inspection at [redacted], they informed me that my vehicle is in dire need of a wheel alignment; Kelly Risk Free charged [redacted] a total of $99.99 for a service that was never rendered to my vehicle. My repairs went from $7,000 to $10,000 and I can’t help but think that undamaged parts were repaired so that they could pocket more money. The lack of communication and professionalism by this business is beyond comprehension.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:It doesn't matter whether or not the vehicle was purchased from or serviced at this location.  Whether I took it back there or not after the "service" does not change the fact that they ruined my transmission.  What matters is that customers are aware that their service department is less than stellar and anyone should beware of taking their vehicle to this location.  It would have been silly for me to return to them after the issues arose from their servicing my vehicle, as I have no doubt they would have blamed the issue on something else and in no way taken accountability for the problem.  That's what they did when I came to pick up my vehicle from the service and the price I was quoted had almost doubled.  It wasn't their fault, it was because of the transmission in the vehicle (They had known the make and model of the vehicle at the time of the quote and that transmission was standard on that vehicle).  It does not matter to me whether they resolve the issue at this point, what matters is that consumers know what to expect from this business.
Regards,
[redacted]

Review: I purchased a vehicle from Kelly Buick on August 13th 2014 that was sold as a pre-owned certified vehicle. The certification is to include a 150 point inspection. Within 2 weeks of the purchase my vehicle began to experience various malfunctions, including the air bag indicator coming on and staying on. I was also experiencing vibrations when driving the vehicle. I took the vehicle back to the Kelly Buick Service Department to find out what the issue was and was told at that point that the brake rotors were corroded and an alignment was needed. I left the vehicle with the service department to fix the issues and also contacted the Used Car Department where I purchased the vehicle to inform them of my issues. I was concerned with the fact that the rotors were in that bad of a condition just a few weeks into my purchase. I was then notified by the Service Department that the vehicle was ready for pick up and the issues were resolved. Upon pick up the air bag light indicator was still on. I immediately notified the service tech who worked on the vehicle, and was told that the vehicle needed to stay longer... this was my second visit to Service Department. I then received another phone call a day or so later that the vehicle issues were now resolved. I picked up the vehicle. A few days later I began to hear a loud noise coming from the front right tire where they said the rotors were cut/changed. I took the vehicle back to the service department (my third visit). The Service Tech and I drove the vehicle together for him to hear the noise I was referring to. At that time the vehicle was not making the noise so he told me to drive it and if I hear the noise again to bring it back in to be addressed. Very shortly after I left the noise came back and also the airbag light came back on. I brought the vehicle back once again to the service department (my fourth visit) and left it there again to have the issues addressed. At this point I realized that the vehicle did not meet the standards of a pre-owned certified vehicle. I informed the Used Car Manager at Kelly, Bill E[redacted], that I was unhappy with the vehicle and the reasons why as stated above. After our conversation Bill went to the Service Department with my issues and was given their version to how things went. The Service Department's version of what had been happening, specifically with the vehicle and how many time I had brought it in for service, was false. Bill and I spoke on the phone and he outright called me a liar without checking the surveillance video tapes to confirm how many times I was there. The Service Department told him I was only there twice, when infact I was there 4 times to address the same issues. The video will show that I was there 4 times. When I stated that I was not satisfied and that I would be completing a complaint form Bill's response to me was that he did not care what I did. Bill offered to find me another vehicle and needed a few days to do so. This was what Bill and I agreed upon. When the Service Department again stated the issues with the vehicle were corrected, Bill then stated that it will be very difficult to find another vehicle of that color, year, make and model. I expressed to him that I did not want the vehicle any longer... however I feel that my concerns were dismissed at that point because my vehicle was now fixed.Desired Settlement: Is to return the vehicle, receive a full refund of the amount I put down on the car, and also to satisfy the bank loan in full.

I no longer wish to do business with Kelly Buick. The vehicle was mis-represented to be a pre owned certified, the Service Department did very little to address my issues properly the first second and third times I had my vehicle in for service, and the Manager Bill was unprofessional and disrespectful to his Customer, and dismissive of my concerns.

Business

Response:

Handwritten Attachment.

Consumer

Response:

[redacted]

2:51 PM (1 hour ago)

to me, [redacted]

Good Afternoon [redacted]

Following up on our conversation, this email is notice that the complaint for the case # above has been resolved. Kelly Buick was very willing to work through our issues, and we are satisfied with the outcome.

This issue can be closed, and we appreciate the attention our matter received. Please feel free to contact [redacted] @ ###-###-#### or myself at ###-###-#### with any questions.

Thank you,

Review: On 2/5/2014 purchased a used 2010 [redacted] from Kelly Buick [redacted] on [redacted]. They paid off our old car which was a 2010 [redacted] Limited for 19771.00. The purchase price of the [redacted] was 23,999 after all was said and done we were financing 28,000 and change. The offer a 3 day money back guarantee on used cars well they advertise it that way. I called the next morning after purchasing the [redacted] and advise them we were not happy with the 500.00 mnthly pymt for 6 years and that we wanted to return the [redacted] and get our old car back. There response to that was we couldn't do that because the car had been paid off that night we bought the GMC. Come to find out a few days later that the bank which had my old car load had a payoff date of 02/19/2014 which was 2 weeks later. So they lied!!!! We were never given any paperwork that we signed that night and still to this day have no paperwork from them. Not to mention they added things to our purchase price without advising us that we were paying for them. Additional warranties, tire warranties, something called security lock. They were very unprofessional never went over anything with us.. We contacted a lawyer and after a letter from the lawyer to them the only thing they said they can do was we could purchase are old car back for about 1000 more then what we owed on it because of the work they had to do to it in order to sell it. Why would we buy are old car back from them for more then what we owed on it!!!! They also offered to redo the new loan so that are payments would be 450.00 mnth for 72 mnths.. That's only 49.00 less then the 499.00 mnthDesired Settlement: We want a resolution to them lieing about the 3 day money back warranty. According to there advertising we should have been able to return the truck and get our old car back. We originally want them to give us what they pd off the car for plus the 2000 down payment and we keep the [redacted] with financing of 28,000 ...

Business

Response:

March 5, 2014

Kindly allow this letter to serve as affirmation of our receipt of Revdex.com Complaint ID [redacted] as well as our response to that complaint. Prior to beginning our response, I should state that the [redacted]'s have retained legal counsel, we have opted to defend their complaint, and we have referred this matter to our counsel who advises us to avoid going into very much detail in our response to your office. Towards that end I will be brief and may elect not to respond to any further letters from your office regarding this matter should our counsel so advise us.

Allow me to begin by stating that our position is that we did nothing wrong. No pressures were brought to bear on the [redacted]s, who willingly signed and accepted delivery of a 2010 [redacted] for a monthly payment of $499.24 per month on February 5, 2014. They make claim that it was their intent to exercise a 3-day money back guarantee and that they were denied this option. That is simply untrue. The [redacted]s did in fact contact us one day after taking delivery of the [redacted] and did in fact ask about that option. At that time we made an appointment to meet with them on February 8,2014 to discuss that possibility. Prior to that scheduled appointment but subsequent to their initial call, on February 7, 2014, the [redacted]s brought us their trade vehicle, which was unavailable at the time paperwork was signed. They failed to keep their appointment the next day to discuss the 3-day money back guarantee. Further, they paid us the final $1000 that was owed by them as part of this agreement on February 18,2014.

The actions of **. and [redacted]. [redacted] subsequent to their phone call to us on February 6, 2014 serve to ratify that their decision was to keep the [redacted] and not return it and that their proposed resolution -which is completely ridiculous by the way, may be motivated by something very different than buyer's remorse.

I proposed two solutions to the [redacted]'s attorney which have been rejected:

1. That the [redacted]'s may return the [redacted] to our store and we would be willing to reverse their deal provided that we are presented certified funds in the amount that we paid to satisfy the loan on their [redacted], plus the amount that we paid to recondition their [redacted] both mechanically and cosmetically. These items are enumerated below and copies of our internal repair order and vehicle cost detail were included for their attorney's review. We would be wilting to do title work for them gratis and would refund their $2000 down payment.

Payoff of [redacted] to [redacted] Bank Mechanical reconditioning Cosmetic reconditioning Total

This offer was rejected.

2. Alternatively, should the [redacted]'s have desired to keep the [redacted], we would have been willing to buy down the interest rate on their loan so that their monthly payments would be reduced to $450.00 per month. As stated by me in our telephone conversation, the term of the loan would remain 72 months through [redacted] Bank.

This offer was rejected.

What was proposed by the [redacted]'s was that we buy down their Interest rate even further. What we had offered already required us to pay the bank more than $3500 to lower the interest rate below what their credit qualifies them for. Additionally, the [redacted]'s also want us to pay them the amount of the payoff on the traded [redacted] plus their deposit back-even though we've already paid the amount that they owed to the bank that held the loan or> the [redacted]. That means, to do what they propose, we would have essentially paid $42465 for the [redacted] or $20694 for the [redacted] and an assessed penalty of $21771 plus the $3500 interest buy down to the [redacted]'s. We welcome our day in court so that we can hear the [redacted]'s attorney explain to a judge how that makes sense.

In closing. I've tried to make reasonable accommodations regarding this transaction. I've invited the [redacted]'s and their attorney to meet with me and our counsel. I've proposed significant - overly fair, incredibly reasonable solutions even though we aren't required to do so. While I maintain an optimistic outlook and hope for an amicable solution, I suspect this impasse will need to be settled by an arbitrator - not your office.

Very truly yours,

Review: Car was in for repair,

they repaired/fixed wrong thing,

then we tried being reasonable

and was agreed we would only pay cost of catalytic converter with

invoice 'proof'

Got call that part would be around $498. My daughter asked for it in

writing and part number so we can verify it's cost. two messages & 6 days

later, no call back etc.

Enough is enough. Now we want it fixed for free.Desired Settlement: Catalytic converter repaired free of all charges.

Business

Response:

Nov. 06, 2013

Dear: **. [redacted]:

In response to a complaint filed as listed above:

The vehicle was brought to our facility on 10/07/2013 Ref. Repair order [redacted] with a request to investigate and determine the cause of: Line A) Customer stated engine has no power in rain.

Addressing Line A: Tech found Codes [redacted], [redacted] and [redacted] that relate to engine misfires and ignition coil issues. We notified the owner and received verbal authorization to replace the ignition coil, spark plugs and plug wires. We completed repairs, cleared the codes and road tested vehicle with no further action needed at this time. No codes returned after road test.

Owner returned Oct. 14th. With the concern of no power and a fluid leak. The tech found the trans dipstick not fully seated and secured and checked fluid level. The tech found the catalytic convertor failing and is sometimes the result of a poorly running engine and did not exhibit any codes on the previous repair related to any catalytic convertor issues, so no further action was necessary on that visit.

The owners’ daughter, [redacted], contacted us and we agreed as a matter of customer satisfaction to offer to install the part for no labor and the part would cost her $431.00 plus tax.

After receiving messages that they wanted the part number and “proof’ we offered the customer to provide the part they can purchase so there was no question as to the cost. Messages left on voicemail 10/25/2013 @ 1:30pm and 10/28/2013 around 3pm at ###-###-####.

The offer is still open to install the convertor the customer provides, at no charge, to resolve this issue amicably.

Sincerely,

Business

Response:

Jan. 03, 2014

Dear: **. [redacted]:

In response to a complaint filed as listed above:

In following the guidelines noted in the Revdex.com letter:

We have acknowledged the customers concerns and have addressed the “phone call issues” internally.

We stated the facts in our previous communication and stand by that.

My 40+ years’ experience as a technician, service advisor and service and parts director has been invaluable in making non emotion based decisions.

The fact that the catalytic convertor failed after having an engine that was not running properly is not uncommon and is consequential damage as the result. If there were codes leading to further analysis of the convertor we would have addressed and notified owner of such.

The offer is still open to install the convertor the customer provides, at no charge, to resolve this issue amicably.

Sincerely,

Review: The following letter was sent to the owner of Kelly Buick, Jeep, Dodge, Chrysler, which details my complaint and certain promises made to me via email correspondence regarding the purchase price of a 2013 Jeep Wrangler that was not honored at time of intended purchase:

April 3, 2013

[redacted] (Owner)

c/o Kelly Jeep

[redacted] Sent via Fax and U.S. mail

Dear Mr. Kelly,

I am writing to you to express my dissatisfaction with my interaction and overall experience with your internet sales department and the new car manager of Kelly Jeep, [redacted] During my initial correspondence in my original search for a 2013 Jeep Grand Cherokee to lease, which later changed to the purchase of a 2013 Jeep Wrangler, the banner attached to the email stated, “At Kelly, we are committed to integrity, ……pride, and family values”. I am sorry to say, I experienced none of that. Furthermore, I was blatantly lied to and there was an attempt by [redacted] to manipulate me into purchasing a vehicle for a price that was not even close to what was promised to me in writing via the email correspondence with the internet salesman, [redacted]. The situation is as follows:

In the beginning of March, I started searching various Jeep websites for a 2013 Jeep Wrangler and corresponded with several internet sales persons regarding the purchase. I negotiated heavily with one particular dealership that provided a final offer to me. The sticker price of the Jeep was $24165. They further discounted the price to $23391 and additionally offered me three specific discounts: $1000 miscellaneous dealer discounts; $1000 police discount; and $1000 discount that Jeep was providing for current owners of Volkswagen vehicles, which I did own. They also offered me $3000 for the VW as a trade-in. The total agreed upon price was $17391 before taxes and fees. This dealership was further from my home and as such, I emailed [redacted], the internet salesman from Kelly Jeep Chrysler Dodge in [redacted]s, which was closer to my residence.

On March 21, I emailed [redacted] the particulars of the other dealers’ offer and told him if he could beat the price I would be in to purchase the Jeep from them instead. (See page 4 of 9 of attached email correspondence for the specific breakdown).

On March 22, I received a reply from [redacted] stating that after speaking with the new car manager, [redacted], he was pleased to say he could beat the price. (See page 3 of 9).

As a result of this response, [redacted] and I made arrangements to meet on Monday, March 27 to finalize the deal. The meeting was subsequently rescheduled for Friday, March 29. [redacted] cautioned that the deal needed to be completed prior to the end of the month “in order to get this special pricing” and after evaluating my trade, he would “move the deal right along”. (See page 2 of 9)

As a point of confirmation and verification, on March 22 at 1456 hours, I emailed [redacted] the specifics as I understood them, including the break down of the three specific discounts, the potential trade-in value of my VW, the final purchase price including the extra $100 to beat the deal, and the financing terms and advised that if everything was accurate, we would finalize the meeting date and time. (See page 1 of 9, #1)

His response to that very specific and detailed email was, “Yes, this is accurate!” (See page 1 of 9, #2)

On Friday, March 29, I arrived at the dealership and met with [redacted], [redacted], and Michael Jordan, the internet sales manager. Prior to taking the test drive, [redacted] said he had “good news and bad news”. He proceeded to tell me the good news was they found the Jeep and could have it in a couple of days. We then engaged in a lengthy conversation. I later asked him what the bad news was and he denied saying there was any bad news and I must have been mistaken. After taking the test drive and sitting down to sign the paperwork, [redacted] provided me with the numbers which were as follows: $1000 police discount; $3500 for the trade-in; $303 in other discounts for a total purchase price of $18988 before taxes and fees. [redacted] proceeded to tell me the VW rebate offered by Jeep “expired two weeks ago”. Because of this, I told [redacted] I would just sell the Jeep privately to obtain more cash for a down payment. He recommended against that because he said there is a 3 day right of rescission in which I would have to return the money to the buyer if he changed his mind or the car broke down. I informed him that was not the case for private car sales. He then said he had a friend who sold a car, it broke down, then was sued by the buyer and then I would have “attorney’s fees” and I wouldn’t want that. I told him I would rather sell my car and they could easily get double the trade-in amount if they sold it. He became indignant and said, “Well, actually, I was going to give it to my son and not sell it”. After hearing enough, I decided it best to leave. He did try to offer me 84 months financing for a lower monthly payment at the same price of $18988 but I declined. I later asked [redacted] why I wasn’t told the VW rebate had expired even though I was in communication with [redacted] during that period. He stated internet sales is “relatively new and the internet salesmen are not up to date on current offers”.

Upon arriving at my residence, I phoned three different dealerships, including [redacted] in [redacted] in [redacted], and [redacted] in [redacted]. They all told me the VW offer did not expire and is good until the end of the month. I emailed this fact to [redacted] and received a voice mail message from [redacted] stating that the VW rebate never applied to the Jeep Wrangler and he can “guarantee me I didn’t ask them specifically if it applied to the 2013 Wrangler” because it never did—in his words. I also spoke with [redacted] and inquired why I didn’t receive the $1000 in miscellaneous discounts that they promised. He conferred with [redacted] and he said Beckett’s response was that “he applied that elsewhere in the deal and that’s just a hook dealers use anyway to get buyers in the showroom”.

I sent an email to [redacted] threatening to sue and refer the matter to the Attorney General’s office, after which I received a call from [redacted], the General Manager of Kelly Car and Truck. He verified the VW rebate offer never applied to the 2013 Wranglers. After discussing it with his sales staff, he said the best offer he could make was $18600 plus taxes, tags, etc. I declined the offer.

I am writing to you in the hopes we can seek a resolution in this matter before it proceeds to legal action. This is clearly not only a breach of contract, but patently unethical and irresponsible behavior. I am seeking what was promised to me, a silver/black 2013 Jeep Wrangler base model with air conditioning and soft top for the total purchase price of $17291 (inclusive of trade-in), less taxes, as well as the 2.79% financing for 72 months, which was presented by [redacted] at our March 29th meeting. Please feel free to contact me at [redacted] or via email at [redacted]. I look forward to your reply and a resolution to this situation.

Sincerely, [redacted]Desired Settlement: To sell me the vehicle at the price they promised.

Review: I bought a brand new 2014 Jeep Patriot on September 10, 2013. After two days, I heard tapping every time I braked. On September 17, I called and left a message for [redacted], an employee of Kelly jeep, regarding this issue. My phone call was not returned. On September 19, at approximately 11:30am, I again called and was transferred to the sales manager, [redacted], and left another voice message. Again my phone call was not returned. On September 23, I called and spoke to [redacted]. We discussed bringing in the car to be serviced for this problem. However, I informed her I would need a loaner vehicle because I have to get to and from work. She informed me I would qualify for a low cost rental. I informed her that my sales representative, [redacted], told me I would be covered for a loaner vehicle should my car need service. [redacted] told me I had to speak with [redacted] about these loaner vehicles, that specifically they only have 3 and may already be scheduled out to other vehicles. She put me on hold to see if [redacted] was available. She returned to the phone call and informed me [redacted] was not schedule to begin work until 1pm. She stated that either she or [redacted] would definitely return a phone call to me before the end of the day. I did not receive a return phone call, yet again.Desired Settlement: First and foremost, I would like my vehicle to be serviced. Secondly, I would appreciate and apology for beyond poor customer service, and lastly complimentary service for a later date. It's terrible the invest a new car is for a consumer to be immediately treat poorly by service representatives after the sale.

Business

Response:

Revdex.com 50 West North Street Bethlehem, Pa. 18018

[redacted]:

This letter is in response to a complaint we received from [redacted], ID # [redacted]. As it pertains to a rattle in her 2014 Jeep Patriot. I spoke to [redacted] personally, We had her bring her vehicle in the next day 9/26/2013. She was provided a vehicle to drive {free of charge) and The rattle was repaired.

Thanks You

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

It took a total of 4 calls to the service department/dealership to get any action. During the fourth phone call, I was angry at the lack of regard for returning my phone call after 3 prior calls. During this phone call, while I made it clear I would file complaints and utilize social networking if need be to inform others of this terrible experience, [redacted] stated "why would I help you now if you're going to trash my dealership?". My response was "because it's your job and my vehicle is under warranty". So, yes my vehicle was repaired the next day, after formal complaints were made regarding the poor customer service treatment I received. It's a shame.

Regards,

Review: {Please see attachment.}Desired Settlement: {Please see attachment.}

Business

Response:

{Please see attachment.}

Consumer

Response:

{Please see attachment.}

Review: Recently, I was at the dealership for the smell of oil and carbon fumes entering into the car. I was told that in the 2008 Jeep Compass that sometimes I will smell that especially if the oil in the car was recently changed, which it was not. The explanation included that the air circulation system sometimes will send the smell into the cabin. The cruise control is located behind the steering wheel which causes me to look down to activate it. There have been several times that it has had difficulty remaining in the funtion. I am used to having the cruise control on the steering wheel which does not interfere with my focus on driving. Also, it is very sluggish upon acceleration, which has been problematic when entering onto a highway.

At that time, I decided to look around at their inventory and found several 2011 and 2012 Jeep Compasses listed for around the same price. I spoke with the sale manager about the difference and why I was offered a later model instead of a newer used vehicles. He stated that the cars were probably not on the lot. He also indicated that my decision to "exchange" my first car also added additional fees.We discussed the amount of my 2008 Jeep Compass and that he did not think that the bank would have extended $50.00 more on the monthly payment. I thought about his statement and questioned the loan of $24,000.00+ and the addition of $50.00 dollars extra. I also remember that I asked the salesperson if they could contact my credit union for consideration. I actually requested that my credit union be offer the chance to provide the loan, I was told that they would not cover a loan since my 2004 Jeep Cherokee Laredo "had no equity". I do not believe my credit union was contacted for a rate of 5%+. Instead I was offered the loan from [redacted] at a rate of 7%+.

The salesperson utilized mathematical equations to justify what I consider to be their "over charge". Kelly Car And Truck Center offered a special that allowed a purchaser to return a car within 30 days if unsatisfied. I found the car to be very limited in space; especially since the front driver seat's knee room was very limiting. I actually had hit my knee several times causing pain. I have had 3 knee surgeries that make it very difficult to extend my legs. Initially, I felt the room was adequate, but soon it became uncomfortable, and I needed more leg and knee room. I contacted the salesperson and he appeared very accommodating. So I returned the 2011 Caliber. However, I was not explained that the loan would have to be paid in full before the trade. I was led to believe that it would be an even trade. I had informed my sales person that I wanted to stay within the range of $200.00 to $275.00 since I was paying $207.00+ for my 2004 Jeep Cherokee which had around 62,000 miles. I reluctantly agreed to $325.00 for the 2011 Caliber, and then $375.00 for the 2008 Jeep Compass.

I believe that I was taken advantage of due to several reason which the salesperson was aware of at that time. My 2004 Jeep Cherokee was in a car accident in which the front panel was hit by another driver while I was in the middle of the intersection. I requested that my Jeep be taken to Kelly Car and Truck Center for repairs. During the month that it took to fix my 2004 Jeep Cherokee, I received many recommendations from family and friends to sell my 2004 Jeep Cherokee since it was hit in the front panel. I was told that I would have more problems and it was not safe. I became very concerned about the safety of my 2004 Jeep Cherokee since I would be transporting my son and others. So, I decided to "sell" my 2004 Jeep Cherokee to Kelly Car and Truck Center out of fear for safety. The amount of the repairs was approximately $7000.00 and yet I was offered $6100.00 for trade-in value. My 2004 Jeep Cherokee had a balance of approximately $9000.00. I needed to pay off my 2400 Jeep Cherokee which was added into the total cost of the transaction. I was aware that I owed more on my 2004 Jeep Cherokee than it was worth. I was shown the 2008 Jeep Compass which I accepted since my last two cars were Jeeps. In the sales transaction, I requested a copy of the whole transaction file, and I was denied by the salesperson. He reported that he had to turn in the whole file. I agreed to the purchase transaction with some apprehension.

Unfortunately, this business transaction occurred during a very stressful time. I should not have purchased another car until my personal life was calm. I was receiving mental health therapy for depression and anxiety. I would have never purchased a car without "haggling" the price. I was involved in providing housing for my niece who was actively involved in drug usage which had me at the local hospitals 3 times for possible over-dose of medically provided medication. My son injured his toe with quite a bit of bleeding which I needed to address. All of these situation occurred during my attempt to purchase a car. Several times I had to leave the dealership to take care of the above issues. I informed the salesperson of the chaotic issues and he appeared to be understanding and willing to work with me despite the chaos in my life.

Once the transaction was completed, the salesperson was very adamant that I give him a good-excellent rating on his interaction and service with me on a rating chart that Kelly Car and Truck Center implemented for their employees. He reminded me several times via in-person and telephone contact. So I did since he did appear to be very interested and concerned about me getting the best service. Recently, I learned that the salesperson was "fired" for not being productive in his sales. Was my sale used to increase his sale quota?

In recently questioning the monthly payment of $375.+, I looked at the "Black Book" value of my 2008 Jeep Compass. I found it was listed as 6000+ to 9000+ with all of the amenities included for my 2008 Jeep Compass. I paid $18673.00 for the 2008 Jeep Compass and $15535.00 for 2011 Caliber as a trade-in since I had initially purchased the 2011 Caliber with an extended warranty. I paid for the 2011 Caliber's loan with no notice of the trade-in value of my 2004 Jeep Cherokee Laredo. I believe that I was over charged for the 2008 Jeep Compass due to the listed amount on sale paper. I questioned the salesperson about the price and he reassured me the Kelly Car And Truck Center checked the market daily for the pricing of their cars so to stay competitive. As noted above I believe that there was "no competitive checking" done for my 2008 Jeep Cherokee Larado.

Recently I contacted the loan holder, [redacted]; and attempted to see if they could lower my rate. The manager that I spoke with indicated that there have been other request from car loan holders and their requests were denied. I explained that I am on Social Security and that I did not clearly think through the transaction,which I admitted was my error, but I was looking for some other options to reduce the financial strain. She took my information and agreed to call me with an answer. The answer was to "turn the car in" if I can't afford it. Recently purchasing a home in 2009, I did not want to ruin my credit score.

I contacted Kelly Car and Truck Center where I requested to speak with the sales manager. After going back and forth attempting to contacting each other, I finally spoke with him. The sales manager was attentive and understanding, he pulled out the file and presented my with some of the paperwork from the transaction. He was accommodating in reviewing the paperwork, which I attempted to understand. With my recent on-line search of the "Black Book", my concerns were validated that I was over charged for the 2008 Jeep Compass. I informed the sales manager of my attempt to secure the paperwork from the salesperson, and was denied.

I also requested the second key, and he assured me that he knew the lady who sold the car and he would contact her for the key. I reminded the salesperson on several occasions and he finally admitted that Chrysler stopped making a second key for cars, and that to get a copy from Chrysler it would cost approximately $300.00. He suggested that I make a copy of the key in case I locked my only key in the car. He did explain that the key would only open the door not start the car. I also requested that the tire rims be change, and he said "they came with the car". I understood, but felt that the car did not have the signature look of a Jeep; which my 2004 had authentic Mopar parts. The sales manager did purchase a cargo cover since it was denied by my salesperson.

My hope in writing to your business is to have a "consumer protection agency" investigate the purchase to ensure that I was not misled or manipulated in purchasing an older car with a price comparable to newer used Jeep Compass. I am very interested in assuring that I was not discriminated against due to my sex (female), and/or mental health issues.

I would like to have your assistance and understand why my initial contact with my salesperson "clouded" in mystery and false statement. As for a resolution, I would request that Kelly Car and Truck Center allow my transaction to be given consideration for an upgrade in years for the Jeep Compass. I am not asking for a new car but possibly a newer used car such as a 2010 or 2011. I sincerely believe that the amount that I am over-paying for an older car versus being given the option for a newer used Jeep Compass with the same or similar amount is unfair and unjust.

As a consumer I believe that the car dealership could "right/correct" this situation, if they are truly a "credible" dealership.

Recently, I contacted my credit union to see if they were contacted for the potential loan. I was informed by the loan manager for internal loans for credit members. Initially, he understood my position that the 2008 would have no trade-in value due to its age. I told him that I generally keep a car for 5 years. He agree to check on whether a loan had been internally sent; it was not. He suggested that I talk with the bank that 'told me to turn in the car" or Kelly Car and Truck Center.

Thank you for your anticipated assistance,

[redacted]Desired Settlement: {Please see attachment.}

Business

Response:

{Please see attachment.}

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

**. [redacted] is minimizing the issue. Any "bank" can refinance, if desired, however, I was denied the option to utilize my credit union of 20+ years for financing. The "tires","additional items" were a reflection of how ridgid your salesperson was being in attempts to sell a car. The referral I made also has complained about the decline of her request to utilize her credit union from a different salesperson. I have never had a dealership so willing to lose customers due to a "questionable" practice of avoiding credit unions. You may have all of your sales people attempt to explain how a 2008 Jeep Compass with more miles than a 2011 Caliber with fewer miles, costs more? It would still be illogical. I would like to receive a copy of my entire file, which may aide in this fiasco. I will be contacting a "designated" salesperson that you wish to assign contact with me for the copying of the file. As stated earlier, face-to-face; I did not come to seek a new car. I wanted a reasonably priced used car that would have some equity, however I was shown a car that was 5 years old. I attempted to stop the sales with [redacted], but he said that he could give me a good price. At this juncture, we both wish that your sale doors were not open that day. I had even suggested that I would appreciate if your dealership would allow me to trade to a newer used car(2010-2012) that would evenly represent the price. I sincerely hope that this case will be used by the Revdex.com to demonstrate what I consider to be the "Hidden America...how dealerships makes money through legal manipulations". I will never seek to purchase another vehicle from your dealership, and look forward to having as limited of contact necessary as the "trusting sucker born every minute".

Regards,

Consumer

Response:

**. [redacted],