Laurel Motors Holding Co

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10432742, and find that this resolution is satisfactory to me HOWEVER, I am still waiting for the business to contact me to schedule the installation of the correct radioThe business had asked me to wait until they had determined which Toyota dealership bore the financial responsibilityIt appears that the potential financial impact on the business is more important than the service to their customerI am not pleased Regards, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThe items discussed as per our 11/18/are satisfactoryI await the call for the repair to begin and for me to drop off the vehicle, but I have faith all will go well

I spoke with our Toyota Representative last night and as of this morning the radio is ordered As soon as it comes in, [redacted] will call to have installed.If you have not heard anything from [redacted] in a week, please contact me so I can follow up

Thank you for forwarding me this
responseLaurel Ford seems to be quite stuck on the Biodiesel issue
I don't make biodiesel and have only put in the biodiesel that comes
from the fuel pumpsEvery service station I have been to in the area
have prominent stickers on their pumps that say 5-20% Biodeisel
As it turns out, as their very own
mechanic stated, the fuel caused the Ford tank to delaminateHe
brought me into the back and showed me as the lining of the tank
wiped off with just my fingerAs for them being Frugal, I never
asked them to be, just that they fix the issueThey made two
attempts to fix this issue and both failedOne within miles and
another within mileThat is what my $2,in repairs got me
with them, miles total and $to replace a fuel pump and a
tank is not frugal, it is above average considerably in this area for
those servicesThey replaced the fuel pump for $1,200, and charged
me a fee of $for their diagnostics and an additional $
for extra diagnostics, which included the checking of the fuel
conditionNothing was said at the time of this repair as to the fuel
being badWhy would you put a new fuel pump in a vehicle that has
contaminated fuel? Are they saying the fuel was contaminated after
replacing the fuel pump? Did they do the fuel condition test and find
nothing? Or did they charge me for a billable service and then not
perform that service...? I believe the latter
Their proposal to replace the fuel
tanks and system for a grand total of $5,000, will cost me $5,not
$3,as they state in their responseI have already spent $2,
with them to replace most of the very parts they propose to replace
againI have consulted several local mechanics and I received
estimates to replace the fuel system for less then half of Laurel
Fords price
Laurel ford refuses to fix the actual
problem, because they are not willing to admit to a defect in the
ford fuel tanks that delaminate with the use of fuel that comes from
the pumps containing a percentage of BiodieselTheir repairs are no
good unless a different fuel tank is used entirely, such as a Poly
tankThey say that there is not a poly tank made for that model
truckHere it is, found in a few short moments on the internet
http://www.carid.com/1997-ford-f-350-performance-fuel-tanks/mts-fuel-tank-139733...⇄ /> They say that they offered me $6,
for this vehicle and that it is a generous offerI was not
interested in selling this vehicleBut to consider this offer one
must look at the $I have already paid them to not fix the fuel
tank problemSo in reality they only offered me $I took a look
on auto trader to see what the cost to replace this vehicle would be
and the average price was $16,
Dosen't seem like too generous of an offer to me
I NEVER requested to have any
components removed from this vehicleOnly a quote for the repair
They entirely dissembled the fuel system, which was unnecessary to
quote me a repair priceI believe they did this out of spiteI am
having a Diesel Mechanic take a look at the parts they had remove and
thrown in the bed of the truck to make sure they are all thereI do
not believe they are
Between their spiteful removal of the
fuel system, a ridiculous quote of $5,000, having spent $with
them and both repairs being failed attempts at repairing this simple
problem, and the third attempt to fix this vehicle which they blew me
off from May to SeptemberThen, in September removed the front tank
and the tank selector against my wishes and then attempted to charge
me for itI have had enough and I had the vehicle towed back to my
homeThey at least owe me the return of the money spent on the
repairs they failed to makeI will also need to have the vehicle,
they dismantled against my wishes, put back togetherI feel they are
responsible to have this vehicle put back togetherThey are also
responsible for any missing parts

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I have an appointment today 3/9/at *** *** Toyota service center for the work to be performed.
Regards,
*** ***

We were able to meet with the customer on 11/18/and were able to come to an understandingLaurel Ford will replace the contaminated fuel System in this vehicle, we have offered and Dr *** has accepted to repair the vehicle by eliminating the affected components We will replace both fuel tanks with new non-Ford poly tanks, new Ford fuel sending units, a new Ford switching valve and new fuel lines which are not available from Ford any more but we can make them This should resolve all issues related to the fuel delivery system
If you have any questions, I can be reached at ###-###-####, Ext, ***

from:[redacted]>to:[redacted]date:Tue, Feb 24, 2015 at 2:19 PMsubject:Update regarding complaint #[redacted]  Dear [redacted]: I just spoke to [redacted] who is the service manager at [redacted] Toyota in State College. I requested an update for the replacement of my car's radio. [redacted] had a visit with his District Toyota Service representative on Friday, February 20, 2015 where he took the opportunity to address the situation. The district service representative for State College has been in communication with the district service representative for Laurel Toyota in Johnstown. The two representatives are in agreement that [redacted] Toyota will perform the work, but the district representative for Laurel Toyota has not determined whether or not Laurel Toyota will accept financial responsibility. Laurel Toyota is trying to get [redacted] to accept financial responsibility. Therefore, [redacted] cannot schedule my car for the radio replacement until the district service representatives work out an agreement. My thoughts are that customer service needs to be first and foremost in any situation. It is not my problem nor my fault that my car does not have the proper radio installed. Please perform the necessary work to make things right for me, and leave me out of any behind-the-scenes negotiations between dealerships. Sincerely,[redacted]

opportunity to address this Issue. This situation has been perplexing for both
parties. Our fault is in not recommending the complete replacement of all the
fuel components back in August 2013.  We
were trying to be frugal in repairing a vehicle that is 14 years old and is
rarely used by...

the owner. 
There is a fuel contamination with this vehicle, we suspect
from Bio-Diesel. We have offered to repair the vehicle by eliminating the
affected components.  We will replace
both fuel tanks with new Ford tanks (the one we put in it in August was used),
new Ford fuel pumps, a new Ford switching valve and new fuel lines which are
not available from Ford any more but we can make them.  This should resolve all issues related to the
fuel delivery system. Dr. [redacted] has spent about $1700 in repairs we have not
charged him about the same amount. The cost of these repairs is about $5,000.00
and we have offered to credit Dr. [redacted] for what he has already spent
bringing his participation to about $3,000.00. Also, we made Dr. [redacted] a
generous offer of $6000.00 to buy the vehicle from him as is.
Dr. [redacted]’s father has mentioned poly tanks and even attached
an article to his complaint form for “99 through “10 models however poly tanks
are not available for a 1997 F-350 or at least we haven’t been able to find
them.
In conclusion we did not contaminate the fuel system in this
vehicle and feel offers that we have made are very fair and we stand by them.
We currently have the components removed from the vehicle at
the owners request and are awaiting authorization to replace them. If you have
any questions, I can be reached at ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10432742, and find that this resolution is satisfactory to me.  HOWEVER, I am still waiting for the business to contact me to schedule the installation of the correct radio. The business had asked me to wait until they had determined which Toyota dealership bore the financial responsibility. It appears that the potential financial impact on the business is more important than the service to their customer. I am not pleased.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The items discussed as per our 11/18/14 are satisfactory. I await the call for the repair to begin and for me to drop off the vehicle, but I have faith all will go well.

We contacted our Toyota District Service & Parts Manager, and he is working with the District Service & Parts Manager in State College to have the correct Radio installed in the vehicle.  We have been in contact with the Customer and she is going to go to a Dealer in State...

College to have the radio replaced since it is much closer to her home.  We have asked her to contact us if she runs into any more problems.

We contacted Toyota and Toyota will replace the rear crossmember and apply the corrosion resistance kit per the BXD recall.Due to the unsafe condition of other components of the frame that are not covered by this recall, the customer will have to sign a waiver.

I spoke with our Toyota Representative last night and as of this morning the radio is ordered.  As soon as it comes in, [redacted] will call to have installed.If you have not heard anything from [redacted] in a week, please contact me so I can follow up.

The sales person whenever we spoke on the phone and I...

told him I did not want my credit ran said " the most banks we would submit it to would be two, we do not shotgun peoples credit here" now clearly that was a lie because I am still receiving letters of denial and it is now January 12th over a month later.

As the customer stated, he came to the dealership and submitted a credit application granting us permission to submit the application for finance. I'm not sure where the customer got the information that it was only submitted to two banks.

Review: Simply I had a thought about buying a car from that dealer. On May 16 they asked for a deposit to start the process and I gave them 200 $ . I couldn't complete the purchase and I asked for my deposit back.So far I haven't received my money back although I asked for it via phone, multiple emails and even in person .Desired Settlement: I want my money back ; a check of 200 $ to be sent to me

Business

Response:

Customer came to our dealership Tuesday Aug 31 around 10:00 AM, requested his $200.00 deposit back. We asked for his credit card to refund, he presented us with 2 credit cards, none of which were the card that the deposit was taken on. Customer supplied us the account number and expiration date on the account which the deposit was taken approximately 1:48 PM. We then refunded this account $200.00 and advised customer. Customer then staed that that account no longer existed to which we replied that it did in fact exist and have a return slip to prove such. Customer has asked that we write him a check for $200.00 to which we replied that we wouldn't because we have already refunded his money. Please refer to the attachments for proof of refund. [redacted]General Manager

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.

I had my transmission replaced in a vehicle I bought from Laurel Ford less than a year ago. The internet salesman was very deceptive about the vehicle just to get it sold. I am now finding out 2 weeks after the transmission was replaced that the fluid is black. Less than 1,000 miles and the fluid is black. I paid for new fluid to be put in...only to get old fluid put back in my vehicle. A total repair costing me $3,800 and 2 weeks off of work. I will never do business there again. I am requesting someone from Laurel Motors Holding contact me to discuss this serious issue.

Review: I bought my 2012 Ford Escape in for a routine inspection and oil change. It has a little more than 24000 miles on it and I bought it brand new at this same dealership.

I knew it was going to probably need some minor work like brake pads and rotors by now. Stacey called me and told me I had that along with leaking shocks, windshield wiper, and air filter. I asked her how much total it would cost and she said $1416.00. I immediately told her to stop any and all work as I wanted to take it somewhere else for a second opinion as this seemed to be a very high price.

I took it to a local garage in the neighborhood and had all the work needed done for less than half their price. My complaint though is that when the dealership gave me my paperwork that included an offer to buy a new 2016 Ford Escape VIN [redacted] with my bill for the work they had already done. The offer was on the same form used when I purchased my 2012 Ford Escape and contained the market selling price, trade payoff, payments on 42, 48, and 60 months and asked for $1000 cash down.

I had never inquired about another vehicle or expressed any interest in purchasing a new vehicle.

I believe the the dealership was using an inflated bill on minor repairs as leverage to force me to purchase a new car in an unethical manner and consider it nothing more than a dirty sales ploy.

I emailed the sale department there after having an experienced mechanic whom I trust look at my car. The sales manager named Ryan called me and said they just started doing this on anybody with positive car equity and he didn't agree with this practice also. He apologized and said they would send me a refund by check the next day. Two weeks have now elapsed and I have received no refund except an offer of 10% off to have my repairs done there.Desired Settlement: I will never go back to this dealership again.

I would just like to see this unethical sales method noted and hopefully stopped in the future.

Consumer

Response:

I am seeking a refund as promised by Ryan there at the dealership.

Business

Response:

We have made several attempts to contact Mr. [redacted] so we can show him our findings from the state inspection. Attached is a letter we are sending along with the check he was told he would receive. Hopefully this will trigger a response from Mr. [redacted] and we can have the opportunity to help him. As the letter states we are concerned for his safety as well as our reputation. If he hasn't had his steering rack replaced we would like to offer him financial assistance to have it replaced since he has very low mileage and is not long out of warranty.He is also concerned about the offer he was given to purchase a new car. We just started a program that notifies a salesman that their customer is in service and allows them the opportunity to speak with the customer. Part of this program is presenting the customer with an offer to trade his current vehicle. Mr. [redacted] was the first customer this happened with and obviously it didn't go well in this situation. We are re-evaluating this program and hopefully we can make it a positive for our customers as opposed to the negative experience Mr. [redacted] had.In conclusion, we value all of our customers and our regret in this situation is we were not proactive. We would like the opportunity to assist Mr. [redacted].

The employees at Laurel Valley Motors couldn't be more professional, friendly, and helpful, they go above and beyond to help you in any way they can and as fast as they can, they even provide a shuttle service to take you to your home while they work on your car and pick you up when they are done, and sometimes if the weather is good and they have the time they will even detail your car after it is serviced. Its always nice to see a smiling face when you open the door to the service department.

Review: My F350 died on me. Took it to them and they replaced my fuel pump and all of the corresponding hose assembly for $1200. $400 of that was advanced diagnostic testing checking many things including the fuel condition. They told me it was fixed. 2 days and 50 miles later it died again. They sent out a tow truck. This time they told me the back fuel tank was contaminated. They took me back to see the tank and the Mechanic showed me how the lining of the tank was coming off and it was clogging the filters. I stuck my finger in the tank and was able to wipe off the gray lining. It was the exact gray material that was in the filter when I removed it. For $600 they replaced the rear fuel tank, sender, fuel filter and flushed the lines plus they charged me for the tow. I was told the problem was solved. Only 150 miles later the truck is running rough again. I bring it in for inspection and to check out why it is running rough in May, I get blown off until September. I would call periodically to see the progress and I would be told they are getting around to it. It turns out the used tank they replaced the rear tank with was now de-laminating. The end of August I called and had a discussion with [redacted]. He was to give me prices on three options, replacing both tanks with poly tanks that will not de-laminate, placing a drain in the bottom of the existing tanks so I could clean out the tanks without pulling them, and cleaning out the rear tank and bypassing the front tank which he said was also contaminated from the de-lamination. I specifically told him I did not want the front tank removed. I waited two weeks, calling the morning of September 12. He called back around 4:30 telling me the truck was ready and I could pick it up. I was shocked to say the least. I had to go up the next day and find out they cut out the front tank and removed the switching valve. They wanted to charge me another $800 for this work which I never approved.Desired Settlement: Now they took it all back apart and put all the pieces in the bed and told me it will cost me another $3000 for them to replace the entire fuel system. I have checked around and this fuel system repair should only cost between $1500-$2000 not $5000. I have already paid them $2000 and they want another $3000 to finish the job. I have no faith in their ability to repair this vehicel. I would like my truck and the $2000 I have paid them to repair a probelm they are unable to.

Business

Response:

opportunity to address this Issue. This situation has been perplexing for both

parties. Our fault is in not recommending the complete replacement of all the

fuel components back in August 2013. We

were trying to be frugal in repairing a vehicle that is 14 years old and is

rarely used by the owner.

There is a fuel contamination with this vehicle, we suspect

from Bio-Diesel. We have offered to repair the vehicle by eliminating the

affected components. We will replace

both fuel tanks with new Ford tanks (the one we put in it in August was used),

new Ford fuel pumps, a new Ford switching valve and new fuel lines which are

not available from Ford any more but we can make them. This should resolve all issues related to the

fuel delivery system. Dr. [redacted] has spent about $1700 in repairs we have not

charged him about the same amount. The cost of these repairs is about $5,000.00

and we have offered to credit Dr. [redacted] for what he has already spent

bringing his participation to about $3,000.00. Also, we made Dr. [redacted] a

generous offer of $6000.00 to buy the vehicle from him as is.

Dr. [redacted]’s father has mentioned poly tanks and even attached

an article to his complaint form for “99 through “10 models however poly tanks

are not available for a 1997 F-350 or at least we haven’t been able to find

them.

In conclusion we did not contaminate the fuel system in this

vehicle and feel offers that we have made are very fair and we stand by them.

We currently have the components removed from the vehicle at

the owners request and are awaiting authorization to replace them. If you have

any questions, I can be reached at ###-###-####

Consumer

Response:

Thank you for forwarding me this

response. Laurel Ford seems to be quite stuck on the Biodiesel issue.

I don't make biodiesel and have only put in the biodiesel that comes

from the fuel pumps. Every service station I have been to in the area

have prominent stickers on their pumps that say 5-20% Biodeisel.

As it turns out, as their very own

mechanic stated, the fuel caused the Ford tank to delaminate. He

brought me into the back and showed me as the lining of the tank

wiped off with just my finger. As for them being Frugal, I never

asked them to be, just that they fix the issue. They made two

attempts to fix this issue and both failed. One within 50 miles and

another within 150 mile. That is what my $2,000 in repairs got me

with them, 200 miles total and $2000 to replace a fuel pump and a

tank is not frugal, it is above average considerably in this area for

those services. They replaced the fuel pump for $1,200, and charged

me a fee of $80 for their normal diagnostics and an additional $250

for extra diagnostics, which included the checking of the fuel

condition. Nothing was said at the time of this repair as to the fuel

being bad. Why would you put a new fuel pump in a vehicle that has

contaminated fuel? Are they saying the fuel was contaminated after

replacing the fuel pump? Did they do the fuel condition test and find

nothing? Or did they charge me for a billable service and then not

perform that service...? I believe the latter.

Their proposal to replace the fuel

tanks and system for a grand total of $5,000, will cost me $5,000 not

$3,000 as they state in their response. I have already spent $2,000

with them to replace most of the very parts they propose to replace

again. I have consulted several local mechanics and I received

estimates to replace the fuel system for less then half of Laurel

Fords price.

Laurel ford refuses to fix the actual

problem, because they are not willing to admit to a defect in the

ford fuel tanks that delaminate with the use of fuel that comes from

the pumps containing a percentage of Biodiesel. Their repairs are no

good unless a different fuel tank is used entirely, such as a Poly

tank. They say that there is not a poly tank made for that model

truck. Here it is, found in a few short moments on the internet.

http://www.carid.com/1997-ford-f-350-performance-fuel-tanks/mts-fuel-tank-139733...⇄ />
They say that they offered me $6,000

for this vehicle and that it is a generous offer. I was not

interested in selling this vehicle. But to consider this offer one

must look at the $2000 I have already paid them to not fix the fuel

tank problem. So in reality they only offered me $4000. I took a look

on auto trader to see what the cost to replace this vehicle would be

and the average price was $16,258.

Dosen't seem like too generous of an offer to me.

I NEVER requested to have any

components removed from this vehicle. Only a quote for the repair.

They entirely dissembled the fuel system, which was unnecessary to

quote me a repair price. I believe they did this out of spite. I am

having a Diesel Mechanic take a look at the parts they had remove and

thrown in the bed of the truck to make sure they are all there. I do

not believe they are.

Between their spiteful removal of the

fuel system, a ridiculous quote of $5,000, having spent $2000 with

them and both repairs being failed attempts at repairing this simple

problem, and the third attempt to fix this vehicle which they blew me

off from May to September. Then, in September removed the front tank

and the tank selector against my wishes and then attempted to charge

me for it. I have had enough and I had the vehicle towed back to my

home. They at least owe me the return of the money spent on the

repairs they failed to make. I will also need to have the vehicle,

they dismantled against my wishes, put back together. I feel they are

responsible to have this vehicle put back together. They are also

responsible for any missing parts.

Business

Response:

We were able to meet with the customer on 11/18/14 and were able to come to an understanding. Laurel Ford will replace the contaminated fuel System in this vehicle, we have offered and Dr [redacted] has accepted to repair the vehicle by eliminating the affected components. We will replace both fuel tanks with new non-Ford poly tanks, new Ford fuel sending units, a new Ford switching valve and new fuel lines which are not available from Ford any more but we can make them. This should resolve all issues related to the fuel delivery system.

If you have any questions, I can be reached at ###-###-####, Ext, [redacted]

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. The items discussed as per our 11/18/14 are satisfactory. I await the call for the repair to begin and for me to drop off the vehicle, but I have faith all will go well.