Lisle Auto Plaza Used Car Superstore

Initial Business Response / [redacted] (1000, 5, 2014/11/11) */ Contact Name and Title: [redacted] GSM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @volvooflisle.com ***, Sorry to hear your issueThis is the first I am hearing of thisI did check the original inspection of your car from April of The tires all had 7/and 8/on them at that timeThe certified inspection requires a minimum of 4/Your car was delivered with 40,miles on itWith this being said I would like to see your car and verify all issues and miles on your carI am very customer sensitive and wish to handle myselfPlease see me [redacted] GSMXXX-XXX-XXXXI will also talk to your salespersonThanks for your request [redacted] ***

Ms [redacted] brought her vehicle to the dealership this week, The vehicle was re-cleaned and all applications were applied per our original purchase agreement It seems that when Ms [redacted] purchased her vehicle she needed to bring the vehicle in to have the protection products applied after delivery and for some reason we could not find a record of her return for this application We believe that this will settle this compliant Jeff [redacted] Dealer Manager Honda of Lisle

Initial Business Response / [redacted] (1000, 5, 2014/04/17) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @auto-plaza.com When the customer of the Volvo model XCwith 118,miles called us to report that the alarm siren we replaced did not repair his vehicle, we offered to reinstall his original alarm siren and refund his repair cost if he would show us a repair receipt from the other repair facility for his alarm system, done after our repairSeveral weeks later he still did not return his vehicle with the repair receipt requested but instead filed a dispute with his credit card companyAgain we offered the same offer and his credit card company ruled against his dispute and credited us his original repair costOur offer is still good, if he returns his vehicle with the other alarm repair receipt we will reinstall his original alarm sirenIf he does not accept this offer, I call into question his alleged second repair Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) What they said about providing a copy of the repair receipt from the other repair facility was not trueThis is the first they've mentioned thatAgain I do not trust this dealer with my car and feel they would break something on purpose as I believe they probably did to the other customer I mentioned in my original complaintI will never let them touch my vehicle againAgain they do not have my original part and no one in their right mind would believe that they would install anything but some other broken partIf they want a copy of my repair receipt from the other repair place I can send that to them but I don't think it will make any difference what so ever except that maybe they'll refuse to sell parts to that repair facility out of spiteThese people are mean-spirited and spitefulI sensed an atmosphere of fear among the employees thereThe fact that the credit card company ruled against me wasn't surprising as they probably fear losing this companies business more than mineMaybe if they get a few more complaints like mine it will help someone else in the future Again what they said about offering to "reinstall his original alarm siren and refund the repair cost" is not contested what is contested is whether they will really reinstall MY part and not intentionally break something elseThey didn't even address that contentionTheir haughty attitude I presume feels it would be beneath their dignity to respond to such an assertionAgain I will never let them touch my vehicle againwhether they choose to refund my money or not is up to themI'm lodging this complaint to help others avoid the same trouble I've experienced Final Business Response / [redacted] (4000, 9, 2014/04/22) */ Our offer is available for two more weeks, after that we consider the matter closed

Ms. [redacted] On November 2, 2015, you came in for your service visit, I was your service advisor. My name is James [redacted] . You were initially here for a check engine light and mirror cover and came in with 122,484 miles on your 2006 S40. I informed you of the $140 diagnosis... fee for the check engine light. In addition I advised that you were due for the Volvo Factory Recommended maintenance at 120,000 miles. I explained the timing belt, tensioner, idler pulley, spark plugs, cabin filter, etc. were due to be replaced at 120,000 miles. You approved the service for approx. $1200. You then asked about your headlight bulb replacement, and I quoted $15 labor plus the cost of the bulbs. I also advised since you were spending approx. $1500 already, I could get you a no charge rental car while we were working on your car. We agreed on the $1500 and you signed the repair order.The next day, I contacted you regarding the check engine diagnosis. We found there was a faulty fuel pressure sensor and turbo control valve. I quoted you $350 for the sensor and $330 for the valve, which you approved. I then gave you a quote on the mirror for $250 which you also approved. I then presented recommendations from the technician that was found while performing the 120,000 mile service. I informed you that your front shock absorbers were worn out and quoted you $950. You approved the shocks. I informed you about you’re a/c compressor pulley damage. I quoted you $1400 parts and labor, which you also approved. The last item we discussed was your worn rear brakes and warped brake rotors. I quoted you $615 and you approved the brakes. I also advised you that you needed tires and wiper blades, which you declined. We also discussed a 10% discount to help with the bill, which I agreed. If you add up all the repairs which you approved, the total comes to approx. $5300. I told you I would contact you when the work was complete. I contacted you when the vehicle was complete, and then I gave you the final total of $4900 after the discount. At that point you told me the total should be $3500. I informed you had over $3500 just in approved recommendations, in addition to the $1200 for the 120,000 mile service. I then spoke to my managers and we lowered your bill to $4297, by discounting the parts and labor. In essence, you are asking to not have to pay for the 120,000 mile service which you were aware of and had already approved. We have already discounted your bill by over $800 in addition to the no charge rental car we provided. Sincerely, James [redacted] Volvo of Lisle

Initial Business Response /* (1000, 5, 2015/10/09) */
Customer states dealer did not repair all items on list therefore I will have to pay another $deductible to have the repairs not completed done
All items on the initial repair order were addressedCustomer made an appointment
with the Service Manager to address his additional concernThe customer never came in for further diagnosisCustomer has not brought vehicle back for any additional concerns
Customer states CD player was out and I asked up front to recover the CD's in my old unit
The fault with the CD player was that it will not ejectWe were unable to retrieve the CD's
Customer states we only quoted for belt to be replaced for $
We spoke with the customer and he agreed to replace beltsWe documented the repair order when work was approved
Customer states we quoted $a day for a rental carAnd we charged the warranty company $per day
We did not charge the customer for the rental car at allThe warranty company paid for days of rental car for $
Customer states had to pay $per hour more than the warranty company would cover
The service manager *** *** spoke with the customer and negotiated the labor rateOur rate is $per hour before any work was performed on the vehicle
Customer states if I wanted to go to another dealer I would need to pay $to get my car back
Minimum diagnosis charge is $We had already performed diagnosis on the vehicleIf the customer wanted to take his vehicle elsewhere, there was simply a diagnostic charge of $
In addition, parts prices were adjusted lower so the customer would have the full lifetime warranty on all parts and would not have to use non-*** parts, or used parts
Initial Consumer Rebuttal /* (3000, 7, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not repair all of the items on the list
I asked times about the CD's and was promised a followup and never receivedI dont believe they even checked
On the phone the service manager told me belt, I had to pay and sign the service receipt to get my car back was not offered any way to contest
They gave me a with 90K miles and charged the warranty company full price, ethics issue
Service manager refused to negotiate labor rateThis is a statement
They did do a diagnosis but missed at least issuesI did set up an appointment with the service manager winch turned out to be on a day they were closed due to holidayI attempted to work out with General Manager due to past non returned calls by service manager but those calls (4+ calls) also went unreturned
I do agree it seems they did go out of the way to give me genuine *** partsThis is however the only type of customer service I receivedI plan to go to social media if I don't get a satisfactory response as well as state attorney officeA return call would also be nice
Final Business Response /* (4000, 9, 2015/10/20) */
We have reviewed your latest responseWe dispute all of your claims, and stand by our original statements

Complaint: ***
I am rejecting this response because:
When I came in I, not you, told you I needed factory service and that the light was onI also told you the check engine light was on, that I needed the side mirror case replaced, that I needed shocks, and that I needed new bulbs for my head lightsThe only charge you were able to tell me up front was the factory service, and that you would call me back with suggestions and the pricingWhen you contacted me back, you did give me itemized pricing and I asked you for the all in total There were extra items in that all in totalYou said $3,should cover itThat is the only number I approved on that phone callI also complained that the price was steep, and you said you see to it that your current coupons would be applied to itI am very clear on what "all in" means, and I know what I approvedI most certainly did not approve each item individuallyYou even called me back, several minutes later, to confirm coupons would be addedWhen my car was finished, you gave me a figure much higher than I approvedHad you given me the real cost you planned to charge me, I never would have approved all the items, as you yourself said they all weren't a necessityYou eliminated my ability to analyze and compare my optionsYou roped me in and switched the price after the factI'm sure you'd be hard pressed to find anyone pleased with a discount on charges you never approvedThe point is that I asked for an all in price and you said $should cover itThen, you did not honor your quote, even though it was you who made the mistake.
Sincerely,
Sherisha ***

I took my car for a regular 120K serviceThey suggested to change timing beltI agreed because it was coming from VOLVO, my car dealershipAfter this change and $1,all the problems beganI brought my car back in a week because of the warning signal: "Low coolant, stop engine", also red triangle exclamation sign alert was onThey said to leave the carMy car was there for a week second time, because they couldn't find the problem for two daysI was charged another $1,for fuel pump repair, which they said will fix the problemIt didn'tI came back again, third time, and left my car for another week because they needed to test drive it and check it againOn the third time they didn't charge me and gave me my car back saying that it is an old car (2006) and it will keep breaking from now onI have cars older than that and those are fineMy car ran perfectly until they changed timing belt on my engine, after that, car makes terrible noise and I still have the same warning signThe service guy told me to keep adding coolant and it will fix it temporarilyOtherwise they would have to do more work which will be more chargesBut this is not what I had to do before, meaning adding coolant! I was charged almost $2,and my car is in worse shape than I brought it inI've been there times, asked for refund, complained and none of the times manager came out to talk to me or called me with concern to make me feel betterEvery time I asked to talk to a manager, they said there is no one available nowThey told me that they did everything that electronic messages in Volvo told them to doBut initially I came with a good car for regular service, and after timing belt change my car just not the same anymore, plus I paid a lot of moneyI believe that they didn't change my timing belt correctlyI am with this dealership for years and never have been treated this wayThey didn't refund my money, provided the worse service on my car and left me with bad car and almost $2,less in my bankI thought I at least deserve a refund of what I paidI am very disappointed and unhappy, and I wanted to buy another car from there soonnot anymore

Final Consumer Response /* (450, 5, 2014/05/05) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
WRONG BUSINESS

I'd been taking my '98 XC70 to Volvo of Lisle since I bought it. The one star is for the service that I did receive during this time. 2 weeks ago I had the car towed in with a fuel leak, but 3 days later they told me it was irreparable. Today, I realized their interest level in the customer drops from 100% to 0% the minute they realize there is no more money to be made.

After paying around $8,000/= in repairs over 3 years, the Service Manager made me pay another $145/= to practically tell me to take my piece of crap off their parking lot. This is the Volvo that Volvo of Lisle had maintained since the day I bought it.

On top of that they charged me for an unsolicited "rental", which I had returned the day they told me about my car. And all this after lying to me for 10 days about a 2008 Volvo the Service Manager said he had, that he could sell to me. The Sales Department denied having such a car.

Despicable ethics, despicable management, never again.

Initial Business Response /* (1000, 11, 2015/10/06) */
[redacted]Document Attached[redacted]
We have been dealing with MS. [redacted] thru the Attorney Generals office. Copy of most recent communication is attached. Please contact [redacted]@hondaoflisle.com if you need more information

Initial Business Response /* (1000, 5, 2014/11/11) */
Contact Name and Title: [redacted] GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@volvooflisle.com
[redacted], Sorry to hear your issue. This is the first I am hearing of this. I did check the original inspection of your car from...

April of 2014. The tires all had 7/32 and 8/32 on them at that time. The certified inspection requires a minimum of 4/32. Your car was delivered with 40,980 miles on it. With this being said I would like to see your car and verify all issues and miles on your car. I am very customer sensitive and wish to handle myself. Please see me [redacted] GSM. XXX-XXX-XXXX. I will also talk to your salesperson. Thanks for your request [redacted]

Ms. [redacted]
On November 2, 2015, you came in for your service visit, I
was your service advisor. My name is James [redacted]. You were initially here for
a check engine light and mirror cover and came in with 122,484 miles on your
2006 S40. I informed you of the $140 diagnosis...

fee for the check engine light.
In addition I advised that you were due for the Volvo Factory Recommended
maintenance at 120,000 miles. I explained the timing belt, tensioner, idler
pulley, spark plugs, cabin filter, etc. were due to be replaced at 120,000
miles. You approved the service for approx. $1200. You then asked about your
headlight bulb replacement, and I quoted $15 labor plus the cost of the bulbs. I
also advised since you were spending approx. $1500 already, I could get you a
no charge rental car while we were working on your car. We agreed on the $1500
and you signed the repair order.The next day, I contacted you regarding the check engine
diagnosis. We found there was a faulty fuel pressure sensor and turbo control
valve. I quoted you $350 for the sensor and $330 for the valve, which you
approved. I then gave you a quote on the mirror for $250 which you also
approved. I then presented recommendations from the technician that was found
while performing the 120,000 mile service. I informed you that your front shock
absorbers were worn out and quoted you $950. You approved the shocks. I
informed you about you’re a/c compressor pulley damage. I quoted you $1400
parts and labor, which you also approved. The last item we discussed was your
worn rear brakes and warped brake rotors. I quoted you $615 and you approved
the brakes. I also advised you that you needed tires and wiper blades, which
you declined.
We also discussed a 10% discount to help with the bill, which
I agreed. If you add up all the repairs which you approved, the total comes to
approx. $5300. I told you I would contact you when the work was complete.
I contacted you when the vehicle was complete, and then I
gave you the final total of $4900 after the discount. At that point you told me
the total should be $3500.  I informed
you had over $3500 just in approved recommendations, in addition to the $1200
for the 120,000 mile service. I then spoke to my managers and we lowered your
bill to $4297, by discounting the parts and labor. In essence, you are asking
to not have to pay for the 120,000 mile service which you were aware of and had
already approved. We have already discounted your bill by over $800 in addition
to the no charge rental car we provided.
Sincerely,
James [redacted]Volvo of Lisle

Initial Business Response /* (1000, 5, 2014/04/17) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@auto-plaza.com
When the customer of the 2002 Volvo model XC70 with 118,000 miles called us to report that the alarm siren we replaced did not repair...

his vehicle, we offered to reinstall his original alarm siren and refund his repair cost if he would show us a repair receipt from the other repair facility for his alarm system, done after our repair. Several weeks later he still did not return his vehicle with the repair receipt requested but instead filed a dispute with his credit card company. Again we offered the same offer and his credit card company ruled against his dispute and credited us his original repair cost. Our offer is still good, if he returns his vehicle with the other alarm repair receipt we will reinstall his original alarm siren. If he does not accept this offer, I call into question his alleged second repair.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What they said about providing a copy of the repair receipt from the other repair facility
was not true. This is the first they've mentioned that. Again I do not trust this dealer with my car and feel they would break something
on purpose as I believe they probably did to the
other customer I mentioned in my original complaint. I will never let them touch my vehicle again. Again they do not have my original part and no one in their right mind would believe that they would install anything but some other broken part. If they want a copy of my repair receipt from the other repair place I can send that to them but I don't think it will make any difference what so ever except that maybe they'll refuse to sell parts to that repair facility out
of spite. These people are mean-spirited and spiteful. I sensed an atmosphere of fear among the employees there. The fact that the credit card company ruled against me wasn't surprising as they probably fear losing this companies business more than mine. Maybe if they get a few more complaints like mine it will help someone else in the future.
Again what they said about offering to "reinstall his original alarm siren and refund the repair cost" is not contested what is contested is whether they will really reinstall MY part and not intentionally break something else. They didn't even address that contention. Their haughty attitude I presume feels it would be beneath their dignity to respond to such an assertion. Again I will never let them touch my vehicle again. whether they choose to refund my money or not is up to them. I'm lodging this complaint to help others avoid the same trouble I've experienced.
Final Business Response /* (4000, 9, 2014/04/22) */
Our offer is available for two more weeks, after
that we consider the matter closed.

We stand by our initial statements, and have no further comments to add.
Greg [redacted]
Service Director
Volvo of Lisle

Ms. [redacted] brought her vehicle to the dealership this week,  The vehicle was re-cleaned and all applications were applied per our original purchase agreement. 
It seems that when Ms. [redacted] purchased her vehicle she needed to bring the vehicle in to have the protection products...

applied after delivery and for some reason we could not find a record of her return for this application. 
We believe that this will settle this compliant.
Jeff [redacted]
Dealer Manager
Honda of Lisle