Kelly Cars Inc

RE: ID#*** Dear *** *** Ms*** did not follow the maintenance schedule she was given when she purchased her carIf the proper maintenance is not performed, the customer is removed from the Tires For Life ProgramIn this instance, Ms *** missed oil changes, tire rotations and a
four wheel alignmentThese maintenance services are mandatory to stay in the Tires For Life Program, but more importantly, to extend the life of the tiresWe have an Express Lane, with no appointment necessary, open from 8:00am to 4:00pm M-F and 8:00am to 3:30pm on Saturdays, to make it more convenient for the customer to have the services performedIt was unfortunate that the window in Ms***'s vehicle stuck in the down positionWe were able to diagnose the problem and order the window control switch that was defectiveWe also have loaner vehicles available to our customers by appointmentWe will continue to service Ms***'s vehicle to the best of our ability, and make it as convenient as possible for her during the time her car is at our shop. Sincerely,Phillip B***, Service DirectorKelly Cars, Inc

The vehicle was brought to the dealership on 4/28/because it died while drivingDiagnostics was performed on the vehicle and a defective alternator was foundWe replaced the alternator and returned the vehicle to the customerThe customer was given a free loaner to use during the repairThe
vehicle was purchased on 6/27/and this was the first time it returned to the shop for any repair work or maintenanceThe mileage at the time of repair was 17,On 5/18/the vehicle returned to the dealership with the concern that the engine seemed to be racing when sitting in park, The customer waited for us to perform diagnostics on the vehicleThere were no trouble codes found and we could not duplicate the customer's concern at this timeMileage was 18,423- On 5/22/the vehicle returned with a complaint that when shifting into reverse the vehicle goes forwardWe verified the condition and performed diagnostics on the complaintA loose connector on the transmission solenoid pack was the cause of problemWe repaired the connector to fit tightly and returned the vehicle to the customerThe customer was given a free loaner to use during the repairMileage was 19,On 2/27/the vehicle returned with a concern that the vehicle will not go over mphDiagnostics were performed and a defective transmission sensor was found It was replaced and the vehicle was returned to the customer, The customer was given a free loaner to use during the repair, Mileage was 32,Ms*** has the remainder of her 3yr/36,mile warranty and her 5yr/100,mile powertrain warrantyWe will continue to service Ms***'s vehicle as long as she desires, within the parameters of her warrantiesShe apparently is having her maintenance work performed elsewhereSincerely, *** ***, Service Director KellyCars Inc

At the time of delivery all customers are given the rules and regulations associated with the Tires For Life program. Ms [redacted] acknowledged receipt of the rules by signing on the bottom of the maintenance schedule and the regulation page. If the customer follows the maintenance schedule they...

remain in the Tires For Life program. If they do not follow the program, they are removed from the program. It is the customer's responsibility to follow the program in order to receive the Tires For Life credit. Ms. [redacted] was notified on repair order #93560 line #4 dated 9/29/14, of the upcoming services needed for the 15,000 mile and the 18,000 mile maintenance services. She returned on 4/8/15 and had the oil and filter changed but did not have the alignment performed.We have decided to allow Ms. [redacted] to stay active in the Tires For Life program. She will need to catch up on the services due which include a 4 wheel alignment, front and rear differential service and a tire rotation. Ms. [redacted] needs to make a service appointment as soon as possible and we look forward to servicing her vehicle for as long as she owns it.Sincerely,Phillip B[redacted] Service DirectorKellyCars Inc.

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]

Review: My husband and I bought a 2011 dodge Durango from this place and it had advertised that it has 3rd row seats. Worker told us yes they have them that they are folded down. We took their word for it. Upon arriving home we found out it in fact does not have 3rd row seats. Talked to manager and he told us to bring it in and they would take care of it for us. Took it in and they are saying there is NOTHING they can do for us and WE should have checked because the worker never said that. The worker did say that and that was one of the main reasons we bought it. Even the advertisement sticker and website said it has them.Desired Settlement: Third row seat or reduce purchase price of vehicle.

Business

Response:

The following is our General Manager's response to the above complaint. If you should have any questions please contact him directly. His information is as follows: [redacted]

Ms. [redacted],

let me start by saying we are truly sorry that the customer [redacted] and her husband are not completely satisfied with their purchase. Mrs. [redacted] called me 2 or 3 days after the sale and stated that the vehicle had not been detailed properly and that they believed the oil had not been changed before they purchased the vehicle. Mrs. [redacted] also stated she thought the Durango came with a third row seat, because all Durangos have that option.

I told Mr. [redacted] to come and see me so we could discuss her complaint about the detail and oil change. At no time did anyone tell the [redacted]'s the Durango had a third row seat. The Durango they purchased was a special edition HEAT model and they were only manufactured as 5 seat vehicles. Mrs. [redacted] was upset that we wouldn't let her return the vehicle. I had my GSM John Wiley present when I reviewed the opposition with Mrs. [redacted]. I explained to her the option of returning the vehicle was not available, but we would take the vehicle back in on trade and they could pay the net difference between the Durango and any other in stock 3rd row seat SUV we had that corrected the issue they had with the vehicle they bought.

Mrs. [redacted] was very upset and called her husband 2 or 3 times during this time telling him that we wouldn't take the vehicle back. It was at that time that Mrs. [redacted] said she was getting an attorney and taking the dealership to court so she could get her trade back and buy a vehicle elsewhere. I told Mrs. [redacted] that she should wait in the customer lounge until the vehicle returned from service and she left my office.

The real issue here is that Mr. [redacted] wanted a Dodge Durango SUV and his wife didn't. Our stand on this issue is the same today as it was at the time of sale. If they would like to trade the vehicle in we would be happy to help. The option of returning the vehicle or the dealership buying it back isn't now and never was an option.

If we can assist your office at a later date please contact me.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This response does not resolve OUR complaint. The only reason we looked at the vehicle is because it was advertised as having a 3rd row seat (as we have attached a photo of the sticker from the vehicle). IF the heat model was never made to have 3rd row seats then it should not have been advertised and told to us as such. We are not willing to pay extra money to trade this vehicle in. We believed that we were buying a vehicle with more seating room and that is what we were willing to pay for that, but that is not what we got. Our mistake was believing their advertisement and not double checking what they said that the vehicle had. As husband and wife, we both agreed to make the purchase because we BOTH like the vehicle, thinking it was something it is not apparently. Offering a trade with a higher payment is not an option for us. The issue is that the vehicle was falsely advertised and we were mislead into buying it. It is also a show of character that they can not even admit their wrong. They have not even once offered an apology to us for them misleading us.

Regards,

Business

Response:

We here at Kelly Cars CDJR understand that Mrs. [redacted] is still unsatisfied ,however at this time we don't have another resolution. It was very clear too everyone involved that the Durango didn't have a third row seat. We would be happy to re-visit a trade for a vehicle they believe would suit their needs.

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Kelly Cars CDJR

5408 University Blvd.

Moon Township,Pa.15108

Review: August 12,2014

To Whom it may concern:

I received a letter from [redacted], included a copy. The writing on the letter are two call attempts

to Kelly Cars Inc. by telephone. The third call attempt I was told they did not know what I am talking

about and to bring in the letter. On August 5,2014 I contacted [redacted] and spoke with a rep

name [redacted] whom advised me the $429.78 was due back to the consumer not the dealer. He submitted a

request to his accounting department to verify Kelly Cars Inc. had received and or cashed the check and

would call me back the following day. The next afternoon I contacted [redacted] again and spoke

with a rep named [redacted] whom verified [redacted] was awaiting a response back from their accounting

department. I again verified with [redacted] that the money on the letter, $429.78 is mine and he advised it is the

consumers not the dealer. On August 8,20141 called [redacted] again and this time I spoke with a

rep named [redacted]. He contacted his accounting department and they advised the check had been cashed by

the dealership on June 3,2014. The amount of the check was $199.18 and that they and the dealership share

in the responsibility when the contracts are cancelled and the total due to me was the $429.78. [redacted] also

make four attempts to contact Kelly Cars Inc and was told the accounting department was closed on August

7,2014 and all three calls on August 8,2014 to the Finance Manager was he is busy and could not take the

calls. [redacted] advised I should go to the dealership and to advise them to call him with any questions. August

8,20141 went to Kelly Cars Inc and the sales person I dealt with advised I needed to speak to the Finance

Manager. The Finance Manager of Kelly Cars Inc is the most rude and ignorant person I have dealt with in

years. He is sweet as pie when you are handing him a down payment when purchasing a vehicle, like I did

when purchasing my Jeep Patriot. As soon as I sat down he advised me that they made my first car

payment, the check they received is theirs, not mine and I am getting nothing. I showed him the letter and

also the notes from the reps at [redacted] and he took them and made copies. He also found a copy

of the check they received from [redacted] and told me they took a loss on me. I advised him that

my father worked for a dealership for 28 years and dealerships do not take losses on people or they would

not stay in business. He became very angiy and told me he will give me the S199.18 check they received

and I will owe them my first car payment. I felt he was very degrading and I stated I may be old but I am

not stupid. He then walked out of his office and went to the salesperson and told him to get me out of his

office(not hard of hearing) One of the managers talked to me, much more calmly and then spoke with a rep

from [redacted], he got off the phone and left with another man while I was still speaking to the

[redacted] re p .. My main complaint is I DID NOT cancel my extended warranty and DID NOT

agree to have Kelly Cars do so or keep the money. I was also NOT advised that was what they were doing

when the salesperson came out of the office and said “We will make your first payment that is due today” I

am a widow, living on SSA and am very upset and feel I have been taken advantage of. Desired Settlement: I feel Kelly Cars should not tell people they will make your first payment and behind your back cancel a contract and keep

the money. Also when I started to tell the very rude Finance Manager that $429.78 minus my car payment

of $351.11 still left a balance he got even more mad and hollered he didn’t get the $429.78 and I owe them.

He also hollered at me when I told him that [redacted] had made four attempts in two days to reach

him. I will NEVER purchase another vehicle from Kelly Cars Inc at 5408 University Blvd Moon

Township Pa 15108 and will tell my family and friends the treatment I received.

Business

Response:

[redacted] we have reviewed this with Ms. [redacted] countless times. She signed the refund over to the dealership. Truth be known she still owes the dealership $151.93. I hope this clears this matter up we are all wasting a lot of valuable time on this!

Thank you,

Review: We purchased a brand new 2012 [redacted] from Kelly Cars' showroom on June 30, 2012. We also own a 2009 [redacted]: due to being impressed with the vehicle we decided to purchase a newer model. At approximately 4K miles we took the new 2012 vehicle for servicing because the headliner was falling down. It was either repaired or replaced after the dealership filed a claim with Chrysler. The service techinician from Kelly cars implied that "someone or something was pulling on the headliner". We have no young children or grandchildren and rarely does anyone EVER ride in the back seat of the car. The same problem recurred at approximately 20 K miles. We took the vehicle back again in Sept of 2013. No one gave us an update on the status or returned calls until we subitted an email via customer service. I spoke with Kelly Car manager, [redacted] on 11/27. He stated that Chrysler denied the claim. I talked to [redacted] at Chrysler on that date. She stated, very guardedly, that the Kelly Car service manager is their "eyes and ears". When I aaked for more clarification and documentation Kelly Cars' Service Manager, [redacted], refused to send me pictures of my vehicle submitted with the claim to Chrysler and stated that they do not have written documentation of the denial of the claim. I left a message for the manager, [redacted], again on 11/27 and he has not returned my call. There are no scratches on the headliner area (as implied)that would have been caused by us or someone riding in the vehicle. Our dog is 9 years old, very docile and can barely step into the vehicle. She has NEVER been left in the vehicle unattended, nothing has ever been hauled or left "hanging" from the headliner as has been implied, we maintain our vehicles per recommended schedules and NEVER had a problem of this nature with the 2009 [redacted] that we still own. This appears to be a battle between Kelly Cars and Chrysler based on information that Kelly Cars is providing without substantial explanation.Desired Settlement: Replace the vehicle headliner without further dispute immediately. Provide a replacement vehicle for the duration required to complete repairs with consideration to the fact that we live approximately 75 miles away from the dealership and are employed at multipe full and part time jobs. Additionally, we would like an explanation from Kelly Cars regarding their negligence in returning customer phone calls in an expediant manner&refusal to provide photographs submitted with claim to Chrysler.

Business

Response:

As a Chrysler Jeep Dodge Dealership we are obligated to follow the policies and procedures set forth in the Chrysler Policy Manual. The instructions are explicit regarding the proper procedure for performing warranty repairs.

In this instance the customer was complaining about the headliner drooping down at the rear window. Any and all soft interiortrim falls under the digital imaging program procedures. A representative from the dealership must take digital images of the part in question and submit the images to Chrysler's digital imaging team for viewing. After looking at the pictures a decision is made to either repair, replace or deny the claim based on the images they have received. There are times when the digital imaging group will ask the dealer representative to give them input on how the damage may have occurred, whether it could be a manufacturer's defect or simply damage caused by an outside source.

The dealership representative is bound by his dealer agreement to report to the digital imaging group exactly what they see regarding the defect or damage. They cannot lie, deceive or commit fraud in order to sway the decision made by the digital imaging team to repair the vehicle or deny the claim. If Ms. [redacted] can in some way convince Chrysler to change the decision made by the digital imaging team, we would be happy to install another headliner in Ms. [redacted] vehicle. A replacement vehicle would be provided by KellyCars Inc . during the repair. When Ms. [redacted] purchased her vehicle it came with the Kelly Advantage" which includes a free loaner while your vehicle is being repaired in our service department. The digital images and the documentation between the dealer and the manufacturer are the proprietary property of Chrysler and cannot be distributed to the general public.

We will continue to follow Chrysler's instructions regarding this concern.

Review: I purchased a brand new 2013 [redacted] in July of 2013. Soon after my purchase, the alternator in the vehicle had to be replaced. After arguing with the entire dealership, I was given a rental which originally I was told they did not have. My alternator was replaced and soon after that I started to experience what I thought was transmission problems. Took the car back twice and was told I had "loose plugs" and nothing major was wrong with the car. Finally some months later my car started acting up again for the third time, same issues as before and then some... I called Kelly Cars just to be given another run around. So fed up, I posted to facebook my complaint and was called within 10 minutes, they found a rental for me and told me to bring my car in. About three days later I recieved a letter from [redacted] the President of Kelly Cars claiming they had a customer who was looking for the same 200 I own and that he would pay me maximum blue book value for it plus an extra $1500. I feel as if my car is clearly defective. I have not been given the proper customer service. What about all of the money I put into this brand new car? I feel like they are trying to rip me off yet again, make another sale off of me and have me upside down in a loan. I'm paying for a brand new car, not a car that is clearly defective with tons of repairs. I feel like there has got to be something they can do and I don't appreciate the way I have been talked to over the phone about this problem. Also I JUST found out I cant receive my free tires for the life of the vehicle that I was promised during the sale because I haven't had all of my maintenance done there. Seems like all a big scam to me.Desired Settlement: I'd be satisfied with a new/used vehicle that runs great like one I thought I was getting when I made my original purchase. A non defective car, without being drowned in debt, upside down in my loan.

Business

Response:

The vehicle was brought to the dealership on 4/28/14 because it died while driving. Diagnostics was performed on the vehicle and a defective alternator was found. We replaced the alternator and returned the vehicle to the customer. The customer was given a free loaner to use during the repair. The vehicle was purchased on 6/27/12 and this was the first time it returned to the shop for any repair work or maintenance. The mileage at the time of repair was 17,956. On 5/18/14 the vehicle returned to the dealership with the concern that the engine seemed to be racing when sitting in park, The customer waited for us to perform diagnostics on the vehicle. There were no trouble codes found and we could not duplicate the customer's concern at this time. Mileage was 18,423- On 5/22/14 the vehicle returned with a complaint that when shifting into reverse the vehicle goes forward. We verified the condition and performed diagnostics on the complaint. A loose connector on the transmission solenoid pack was the cause of problem. We repaired the connector to fit tightly and returned the vehicle to the customer. The customer was given a free loaner to use during the repair. Mileage was 19,394. On 2/27/15 the vehicle returned with a concern that the vehicle will not go over 30 mph. Diagnostics were performed and a defective transmission sensor was found . It was replaced and the vehicle was returned to the customer, The customer was given a free loaner to use during the repair, Mileage was 32,389. Ms. [redacted] has the remainder of her 3yr/36,000 mile warranty and her 5yr/100,000 mile powertrain warranty. We will continue to service Ms. [redacted]'s vehicle as long as she desires, within the parameters of her warranties. She apparently is having her maintenance work performed elsewhere. Sincerely, [redacted], Service Director KellyCars Inc.

Review: I leased a new [redacted] from Kelly Cars. After a month, the radio broke. I went in for repairs on a Monday and was told the radio would be in on Wednesday. I did not here from Kelly Cars so I stopped in on Friday of the same week. They told me the radio was not in and would give me a call the following week. The following week I never recieved a phone call at all. I went into the dealership again. I was told the radio was not in yet because it was on backorder and they had no idea how long it would take. I then contacted [redacted] customer service on Thursday that week. I was told through email I would recieve a call by Monday with a resolution. I never recieved a phone call at all. I still do not have a radio, car speaker phone, sirius, compass, basicly my whole center console does not work. It's been a month and I'm frustrated that no one is helping me out.Desired Settlement: I can't wait anymore. This is rediculous. Take a radio out of another vehicle on the lot and replace mine or order an upgrade to replace mine.

Business

Response:

With reference to the above mentioned case #[redacted], We received the replacement radio from the manufacturer and installed it on June 28, 2013.

We apologized for his inconvenience and explained that the radio was on back-order from the manufacturer and we had no control over the length of time it would take to acquire the replacement radio.

Mr. [redacted] understood our explanation and his vehicle has been repaired to his satisfaction.

Please close this case.

Review: I have been looking to replace my 2001 Chrysler Sebring. I heard an ad on the radio twice that stated that Kelly Car was offering $50. On Saturday only if you test drove the Chrysler 2000. I drove out to Moon Township to the dealership and asked the salesman about the $50. Test Drive. He claimed not to be aware of the offer. I asked about a car on the lot and asked for an idea of what my Sebring might be worth. I asked again about the test drive offer. A large black salesman told me there were only ten test drives available and they were gone. I told him that I heard the ad on the radio TWICE and there was never a mention of ten, only that it was Saturday only. He shrugged. I told him that I thought that was deceptive advertising. He said that he did not agree. These crooks have two Revdex.com stickers on the showroom door. They need to be removed. I really liked the car, it was over $30k and needless to say, I sure won't be buying from Kelly. I drove out there from the South Hills and I feel like they owe me $50. Per their offer.Desired Settlement: $50. Gift card as per offer and the dealership to cease and desist the deceptive advertising. They should provide the Revdex.com with information on anyone they actually gave $50. To because I think it was all a scam.

Business

Response:

I am shocked by this letter we don't do business in this manner! Attachment # 1 is the ad copy the radio announcer read over the radio and this ad was clearly posted in the sales center. Also it was reviewed in the Saturday morning sales meeting with all the sales people in attendance ..... ALL SALES PEOPLE of which none are LARGE BLACK SALESMAN!

We have one Africa American on our staff in sales and that gentleman [redacted] has been with the company over three years and would never talk too a customer in that fashion! ( NEVER) !!!!!

If Ms.[redacted] heard the ad twice as she states then she would know the offer was to test drive a Chrysler 200 not a Chrysler 2000 since Chrysler doesn't make that model.

I'm sure this is a misunderstanding,however we have a Gas Card here for Ms. [redacted]. She can pick it up when its convenient for her. The card will be at the phone station in the main showroom. Please have her bring a current valid drivers license ( as the ad states ) when she picks up the card. I hope this clears up this issue.

Thank you,

Review: I purchased my 2014 jeep overland from Kelly cars due to the incentive that they were offering (free tires for the life of your vehicle). I take my jeep in to them to be serviced every 3,000 miles. Each time, I ask what needs to be done for the tire incentive. They tell me and I do it. Well, my last apt, I just needed an oil change (so they told me). This was in April or May. I took it back on 8/25 for an inspection, tire rotation (for the agreement of the tire incentive) and an oil change. When Mark called to tell me that my jeep was done, I asked what he had done and he didn't mention the tire rotation. I told him I thought it needed to be done for the incentive. He then told me that I was "kicked out" of the incentive program in January due to not having an alignment at 15,000 miles. First, my vehicle just hit 18,000 miles yesterday 8/25 and I was on maternity leave in January so there was no possible way that I had 15,000 miles on my car in January. Next, my husband was with me when we picked up the jeep for the last apt and no one made any mention of what I needed done. They claim it was on the receipt. I am usually very good at looking them over and don't recall seeing anything about it. Had I have seen it, I would have had the service done. More importantly, when I scheduled that appointment, I would have had the needed services done. so, I'm kicked out of the program for something that makes no sense. Not only that but when I received the work order yesterday, they had my mileage 900 miles over what my jeep currently has. When I questioned the manager of the service department he told me that there was nothing that he would be willing to do for me. "Oh well, sorry for your loss". "I am 100% certain that the girl that checked you out at the desk told you what services you needed next." Which I cannot 100% say it wasn't on my receipt but I can 100% say that no one told me anything upon checkout or when I dropped my vehicle off. I know that it is my responsibility but I assumed they would tell me the truth when I asked what services I need.Desired Settlement: I would like them to do the alignment and any other work that my jeep would need done in order to maintain the free tires for life program. I would also ask that when they "kick someone out" they notify them.

Business

Response:

At the time of delivery all customers are given the rules and regulations associated with the Tires For Life program. Ms [redacted] acknowledged receipt of the rules by signing on the bottom of the maintenance schedule and the regulation page. If the customer follows the maintenance schedule they remain in the Tires For Life program. If they do not follow the program, they are removed from the program. It is the customer's responsibility to follow the program in order to receive the Tires For Life credit. Ms. [redacted] was notified on repair order #93560 line #4 dated 9/29/14, of the upcoming services needed for the 15,000 mile and the 18,000 mile maintenance services. She returned on 4/8/15 and had the oil and filter changed but did not have the alignment performed.We have decided to allow Ms. [redacted] to stay active in the Tires For Life program. She will need to catch up on the services due which include a 4 wheel alignment, front and rear differential service and a tire rotation. Ms. [redacted] needs to make a service appointment as soon as possible and we look forward to servicing her vehicle for as long as she owns it.Sincerely,Phillip B[redacted] Service DirectorKellyCars Inc.

Review: I am supposed to have life time coverage on tires per dealership incentive..hence one of the reasons why I bought my car there... but because service dept. Can never get you in for repairs/oil changes etc....I did not take my brand new car there for a 15 thousand mile tire rotation and maintenance check I was told my tire warranty is void now for not doing so which caused me to have to pay 192.99 per tire and I bought 2 or else my car would have failed inspection..as of

today Friday 8.21.15 my driver window decides to break...it goes down but not up and my car not even being a year old I call the dealership for help and get told well you can bring it in and we will tape it for you but we can't do anything until monday....are you kidding me...I am not driving my car all weekend with tape and plastic as a window...I didn't want the issue fixed I just wanted the window put up to get me through the weekend it would have taken all of ten minutes...and I was told no...please don't get me wrong when I bought my car there the sales guys were awesome and I had a great experience but the service dept is TERRIBLE....they want me to drop my car off at 7 am and pick it up at 5 pm just to get a 10 minute oil change...I have a job and need my car...24-7 nor should I have to inconvenience someone else to follow me..drop my car off take me to work then pick me up and take me back to get my car..there's no need to keep my car for 8 or 9 hours for something that takes a half hour tops...it is not convenient for me to not have my car for 8 hours...Desired Settlement: I want my tire warranty back...

Business

Response:

RE: ID#[redacted] Dear [redacted] Ms. [redacted] did not follow the maintenance schedule she was given when she purchased her car. If the proper maintenance is not performed, the customer is removed from the Tires For Life Program. In this instance, Ms [redacted] missed 3 oil changes, 3 tire rotations and a four wheel alignment. These maintenance services are mandatory to stay in the Tires For Life Program, but more importantly, to extend the life of the tires. We have an Express Lane, with no appointment necessary, open from 8:00am to 4:00pm M-F and 8:00am to 3:30pm on Saturdays, to make it more convenient for the customer to have the services performed. It was unfortunate that the window in Ms. [redacted]'s vehicle stuck in the down position. We were able to diagnose the problem and order the window control switch that was defective. We also have loaner vehicles available to our customers by appointment. We will continue to service Ms. [redacted]'s vehicle to the best of our ability, and make it as convenient as possible for her during the time her car is at our shop. Sincerely,Phillip B[redacted], Service DirectorKelly Cars, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased a 2007 Nissan pick-up and the extended warranty through [redacted]. The 5th gear has gone out, and the fuel pump needs replaced, according to the Nissan dealer, because Kelly wouldn't fix past problems. Now the warranty company won't let the Nissan dealer fix it. I called Kelly's asking what type of transmission they would be putting in, and was told it was up to the warranty company, probably a junk yard one. I got up-set and hung up. I paid the $65.00 fee to Nissan, took the truck to Kelly's today, only to be told they would not touch it. Now the warranty company is trying to send me to somewhere in [redacted]. I can't do anything until next Monday because of work. I told the warranty company I need a rental, was told by this repair shop that I need to do the rental myself, and get about $50.00 refund. However, I do not have a credit card, and can't rent a car without it. I have had it with Kelly Cars, they do not stand behind their sales, nor is their warranty company any good.Desired Settlement: I want the truck fixed, the transmission and the fuel pump, without traveling 30 miles away

Business

Response:

Regarding Mr [redacted]'s Nissan Frontier, the Nissan dealer that Mr [redacted] originally took his vehicle to would not adjust their labor rate to match what [redacted] was willing to pay. Mr [redacted] would be responsible for the difference. [redacted] made arrangements to have the vehicle repaired at [redacted]. [redacted] is specialized in transmission repair and are familiar with his vehicle. They agreed to repair Mr. [redacted]'s vehicle at the price set by [redacted]. The parts needed to repair are ordered and will be delivered on Friday. The vehicle should be completed by early next week. The warranty company, [redacted], is paying for the repairs except for any deductibles that apply. The warranty company will also reimburse Mr. [redacted] for a rental car if he is able to rent one.

We are a Chrysler Jeep Dodge dealership and do not have the tools or the knowledge to repair Mr. [redacted]'s Nissan transmission. The warranty company understands this fact and that is the reason the vehicle went to a specialized transmission shop to have the repairs completed. This shop also gives a guarantee on the work performed. [redacted] Blvd is only 16.5 miles from Mr. [redacted]'s residence

Review: My 2007 Dodge RAM Diesel 2500 has rust coming out on the bed. Dodge's warranty is 6 yr 100,000 miles. This issue was brought to the service department in September of 2011 when the truck was still under warranty. The dealership stated the rust was not bad enough at the time to be covered. Now the rust is very noticable and should be covered but when the claim was submitted to Dodge it was denied because the body warranty expired in May of 2012 as that is the manufacture date of my 2007 vehicle- May 2006. Dodge said they will not cover it because the dealership did not properly document it in 2011 and that it is now out of warranty. If I was not satisfied in 2011 I should have went to another dealership, and now this is not Dodge's problem this is the dealerships mistake. Per [redacted] from [redacted] ###-###-#### case #[redacted]. She said Dodge is not responsible the dealership is.I feel very disappointed that is seems the run around was given so no one had to pay for the repairs as this has been going on two years now. This would have been a cheap an easy fix 2 years ago. We did our part 2 yrs ago the dealership told us to put clear coat on it to help- now the paint is bubbling and rusting everywhere- sad for a $44,000 truck that is 6 yrs old.Desired Settlement: We are just looking for what should have been fixed under warranty, for the truck paint to be reparied. I have found this was a known issue on this make/model and year.

Consumer

Response:

I am following up to the response I received in regards to my complaint #[redacted].