Keystone Used Auto Sales

RE: Purchase of 2010 [redacted] Customer states vehicle back 5 times for same occurring problem. Vehicle was purchased with balance of factory warranty. We at Keystone did diagnostics on vehicle and found that the vehicle would have to goto a [redacted] / [redacted] dealership for... further tests.We sent the vehicle there at our expense on 3 occasions to help our customer. TheItems repaired were not under factory warranty guidelines so we paid for theirexpenses in good faith on 4/18/15. Kevin, our Service Manager, spoke with thecustomer and said the vehicle is ok now. [redacted] is now happy with her new car.Enclosed are copies of work performed and paid for by KEYSTONE AUTO SALES. Thank you,Keystone Auto Sales

Purchased a used vehicle from the company, Matt was the salesman,, Had problems with lending institution, he gave them the wrong info, and blamed the lending instution, I sat there during the paperwork at the dealer and he had constant issues with the formsI did not recieve registration timely because after calling penndot, it was not submitted Called to see if rong info as give to Pendot as to the lender, Pendot said did not receve..Matt became very upset and from saying he did not remember me to he said I gave him the wrong info, he then got very heated and told me to shut up while he was talking, he then hung upHe called me back twice, hanging up, and then said the owner sad you will get your registration How does such unproffesionalism prevail I never in my lifetime no matter the discusson or disagreement been told to shut up and hung up onDuring this conversation I never spoke in an inappropriate way

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Matt watched me pull in and I only looked at the ** after I asked if it was All Wheel and he stated "it's loaded"He's a liarI asked for a tuneup when I had to bring it in for cleaning; He didn't do itThe car shakes at mphHow am I suppose to believe that they are going to stand behind the warranty? They haven't shown any care whatsoeverMost people after handing them thousands of dollars in an estate check for a high mileage vehicle, might suspect that I might need time to think; but instead Matt pushed me into signing the paperwork immediatelyI have witnessesI would like to schedule a tune up and a wheel alignment/ balance to address my fear about the car ASAP.Regards,
*** *** ***

RE: Purchase of 2010 [redacted]Customer states vehicle back 5 times for same occurring problem.
Vehicle was purchased with balance of factory warranty.
We at Keystone did diagnostics on vehicle and found that the vehicle would have to goto a [redacted] dealership for...

further tests.We sent the vehicle there at our expense on 3 occasions to help our customer. TheItems repaired were not under factory warranty guidelines so we paid for theirexpenses in good faith on 4/18/15. Kevin, our Service Manager, spoke with thecustomer and said the vehicle is ok now. [redacted] is now happy with her new car.Enclosed are copies of work performed and paid for by KEYSTONE AUTO SALES.
Thank you,Keystone Auto Sales

In response to the letter (complaint) from [redacted]. The customer came to us looking to purchase a vehicle. As she looked around at several vehicles both 4wd and front wheel drive, she saw the [redacted] and had several questions about it. The sales associate (Matt L[redacted]) opened the...

vehicle for her to look at. This particular vehicle is “loaded” with interior options, leather seats, heated seats, power drivers seat, navigation, entertainment system etc. She was never told that it was a 4 wheel drive / all wheel drive. She had looked a several vehicles on the lot and asked if they were 4wd and the gas mileage. Since she looked at several vehicle she may have confused the difference between each one.After she seemed interested in the [redacted], Matt offered a test drive of the vehicle and after she returned, she stated to Matt “this is the one.” [redacted] then came into the showroom to work out the final pricing. There was no financing due to her paying cash for the vehicle. She at that time chose to purchase the vehicle, write the check for the full purchase amount, and sign the paperwork. She also had a friend who is well known in the community and very knowledgeable about automobiles look at this particular vehicle for his opinion. He informed her that he felt the vehicle was in great condition as well.
Several days after the purchase she called and spoke to Matt that she was unhappy with the way the vehicle was cleaned and that she wanted a pair of headphones for the dvd player so she would not have to play the dvd through the radio. We did not receive any headphones when we purchased the van so they were not offered in it since it is a used vehicle. Because the vehicle was already discounted, Matt informed her that we would not cover the cost of the headphones but he would look into pricing for them. The cost of the headphones at the dealer was over $100 each so he found an aftermarket version for $40 for the pair. She agreed to the pricing so Matt ordered them for her. When she came in to pick them up, she brought another friend with her because she was still unhappy with the vehicle and wanted to give it back or trade it in. We offered to take the vehicle in on a trade for another vehicle. Matt then walked out on the lot with her to select another vehicle to trade hers in on. Since the paperwork was already completed and the state paperwork was sent in , taxes paid on the purchase, warranty price on the vehicle (which was included and paid for by Keystone Used Auto Sales Inc) was sent to the warranty company already that she would receive the trade in value toward another vehicle and not the full purchase price. At that time both she and her friend brought up that they could bring the car back under the PA lemon law. Matt informed her that was in fact not true and explained how the lemon law applies to a vehicle purchase and that it cannot be used in a case where she is just unhappy with her purchase. She refused the trade in value offered so we addressed her issues with the vehicle. An appointment was made to do a full detail both inside and outside which has since been completed. Matt set up the headphones for the dvd player and she seemed happy with the solution at that time and decided not to trade it in.In closing, we did not “push” her into any purchase. She picked out the vehicle, drove it, and also had a third party check it out. She decided to complete the purchase on her own free will. In reading her complaint, it looks like [redacted] has what is called “buyers remorse” and is just unhappy with it. She is more than welcome to trade the vehicle in at a “trade in" price. We have extended that offer and have addressed her concerns completely.
Thank You,
David Q

Purchased a used vehicle from the company, Matt was the salesman,, Had problems with lending institution, he gave them the wrong info, and blamed the lending instution, I sat there during the paperwork at the dealer and he had constant issues with the forms.. . I did not recieve registration timely because after calling penndot, it was not submitted. Called to see if rong info as give to Pendot as to the lender, Pendot said did not receve..Matt became very upset and from saying he did not remember me to he said I gave him the wrong info, he then got very heated and told me to shut up while he was talking, he then hung up. He called me back twice, hanging up, and then said the owner sad you will get your registration. How does such unproffesionalism prevail. I never in my lifetime no matter the discusson or disagreement been told to shut up and hung up on. During this conversation I never spoke in an inappropriate way.