Mario D'Addario Buick Inc.

Review: T whom is my concern: On may 25 20013 I went to MarioD'Addario Buick Inc looking to buy a safety car for me and my kids, finally I found a car volk routan 2009 vin#[redacted]XXXXXX they told me it was a good condtions, but it wasn't my first complain was a week later because the car it has 2 different shift manually and automatic and I told them the shift change from automatic to manually, then my second on may 21 at time I was at 95 highway and the senssors of tires they not good ,I almost get on accident im not specting this happen if I just got my car from a dealer where they told me it is on a perfect conditions and it was safety for me and my family, I went to the dealer and told them what happen to me plus im very nervus about this because im driving this wi9th my kids and I ask them why they don't change this car to me for safety and they ignorme plus they send me to a service place and themanager I show him the part of sensor and he yield at me and I yield back because I got my rights it my money plus im the customer then he walk away from me . then I told another guy who speak Spanish and said to him I don't want the car because is unsafety, they never said to me we will give u another car until we check what happen to the car, what they said to give the part I have from the car they order and they will call me back and they don't care about me and my family then then on may 26 I was going to work and car turn off and I was scare and I call to the dealer and I spoke to [redacted] I explain to her she was very professional she really good with meand she she was going to speak to the manager to see what she can help me, but she told me I have to speak again to [redacted] but this guy is the manager but he is not help me my other 3 times I went ther he always ignorme that's really a bad customer services and told if something happen to me or my kids I was going to complain to the business bureau and they don't care, I told them I want my money back or other car

Desired Settlement: to refund my money because the have really bad experiemcecustomers service plus the sale me something unsafety, because that way is this car it wont pass inspection and wont recommend anybody to get anything from this people I will appreciate if is a way you can help me to get my money back thank you. I have proof from [redacted] at mildford ct

Business

Response:

Business Response /* (1000, 5, 2013/07/01) */

Contact Name and Title: [redacted]

Contact Phone: [redacted]

Contact Email: [redacted].com

The customer came into the dealership with a tire pressure sensor which she stated was removed by a local tire store because she had a low tire light and they told her the sensor was leaking. Because the sensor has been removed the tire light will stay on, this is a normal function. The customer did not have the complete sensor and we do not stock parts for this vehicle so a new sensor with retaining nut was ordered and will be installed at no charge as a customer satisfaction gesture. The part has arrived and we are attempting to contact the customer to set and appointment to install the new sensor, check for leaks, and check/set all tire pressures.

The customer had not mentioned any other issues with the vehicle, however the vehicle may have a manual shift option and we can go over it's function and operation while the vehicle is in the shop. At that time will also give the vehicle a multi-point inspection to assure the customer that there are no safety issues at this time.

Review: We went to purchase a lease car at the end of the lease. The dealer insisted on an additional transaction cost that was not included in our contract. They acknowledged the additional fee was not in the contract but nevertheless they would not process our purchase unless we paid the NEW Noncontractual fee!

Business

Response:

SPOKE WITH CUSTOMER THIS MORNING THE ISSUE HAS BEEN RESOLVED

Review: Called dealer about a recall on my vehicle which was inoperable, I asked to speak to the manager regarding the recall, who was unavailable and refused to return my calls. I called Toyota Consumer Affairs and they said that I needed to tow to the dealer. My car was towed to Daddario Nissan and Service Manager - [redacted] refused to service my vehicle because the car was subject to the recall and I was forced to take my car to another dealer.Desired Settlement: The Service Manager should returned my phone call, also he should not have turned away a Nissan customer when the vehicle was inoperable.

Business

Response:

The customer called DAddario

Nissan because he failed CT State emissions test!! Not because he had a recall.

While he was conversing with the service advisor and then later the service

manager - he never mentioned a recall. All calls are recorded and [redacted]

was argumentative and highly demanding...dictating to the service advisor, what

the service advisor will be doing for him! When [redacted] asked to speak to

the service manager he was told the manager would call him back. [redacted]

was impatient and repeatedly called the dealership back asking the service

advisor when he would hear back from the manager. [redacted] arrived at the

dealership with his vehicle on a flatbed tow truck without ever speaking to the

service manager. At this point it was clear that [redacted] has no regards for

the dealerships processes.

So upon arrival to the

dealership, the service manager greeted [redacted] and spoke to him regarding

his phone calls.

The service manager

reviewed the conversations with [redacted] and stated that it would not be in

the best interest for us to do business....

Consumer

Response:

I called the Daddario dealership and I spoke to [redacted] about options regarding to repairing a recall. I asked to speak to a manager

Review: [redacted]

I am rejecting this response because:

I called the Daddario dealership and I spoke to [redacted] about options regarding to repairing a recall to the Engine Control Unit which is under a 8 year 80k mile warranty. I asked for the service manager to call me and he refused to return my call. I called Nissan Consumer Affairs at 3pm and they said to tow my car to Daddario which I followed their instructions and [redacted] refused to accept my vehicle for the recall/warranty issue. I was forced to send my vehicle to another reputable dealer. I filed a complaint with Nissan Consumer Affairs and they will follow up on their end.

Sincerely,

Service department gave false diagnoses and wanted me to spend $2,500 on one of 5K+ repairs they claimed I needed. I recieved a second opinion from side mechanic tht landed me to another Nissan dealer to correct an update on vehicle costing me -0-. They were unwilling to refund me my $120 for incorrect diagnoses. I am just glad I did not spend $2500 in replacing the ABS actuator that was not needed!

Review: On 8/15/13 my son's 2001 [redacted] jimmy was towed to this dealer for service.Although it started,the car would stall shortly after running. My complaint is that the service consultant [redacted] did not contact me re the status of the cars service and the car was at the dealer for 6 weeks and still is not running.I had to initiate all calls.I was told after 2 weeks that there was a Crank Shaft Sensor failure and it would could be done for $450.00.I gave my approval and did not hear from anyone for several days I called and was told that more work was needed,I gave my approval for another $942.00 worth of work.Another two weeks went by,no updates from any member of the service team,all calls initiated by myself. On 9/14/13,my husband and myself visited the dealership and spoke w/ [redacted] GM service manager.We expressed our concern that the car has been in their possession for four weeks w/ no results and little to no phone call/updates from [redacted].Mr [redacted] promised results and stated that [redacted]. would be contacting me w/ an update.Once again I waited and ended up calling on 9/19/13 only to hear [redacted] say that the mechanic had to work on the injector.On 9/23 I spoke to Mr [redacted] that it has been 6 weeks w/ no results.On 9/25 I received a call from [redacted] to say the car was ready for pick up.When I picked the car up it ran very rough,shook when RPMs went above 1 1/2.My son drove it to school and after 2 weeks the car stopped running.I called Mr [redacted] he said to bring the car back.I had it towed on 10/15,I did not hear from the service dept,so on 10/17 I called,only to hear [redacted] say that there's "no news" and he will call me tomorrow evening(10/18).The service dept of this dealership demonstrates very poor customer relations by not keeping the customer up to date re the status of repairs.There is no reason for the customer to have to call every few days to get information.Being told over and over"no news" or "we'll call" only to be kept waiting for 6 weeks is unacceptable.Desired Settlement: I believe potential customers should be aware, as well as supervisors at D'Addario

Business

Response:

We regret that the customer is disatisfied with her experience and acknowledge that we could of done a better job at communication with the customer. Unfortunately, often time there was simply no new news to report, much to everyones frustration. It is important to note that the vehicle is over 12 years old, has over 100,000 miles on it. The owners father had been attempting to repair the vehicle for the last year replaced many parts with inferior grade components. This vehicle has never been to our service facility prior & came to us with a very difficult condition to diagnose, which was made even more complex by the owners own repair attempts. The initial crank sensor (which had been replaced prior with an aftermarket part that failed) diagnosis was accurate & the owner was advised that this was a starting point - the part tested bad & needed to be replaced. Once a properly functioning crank sensor was installed, the diagnosis could contuinue. Further testing found the central port fuel injector faulty & required replacement. This repair restored the operation of the vehicles engine but it still ran poorly & the owner was advised as such. It was also clearly noted in writing on the customers invoice that it had a high speed misfire, bad motor mounts, front end concerns & poor quality aftermarket wires & plugs. The overall poor condition of the vehicle was made clear to the customer.

When the vehicle returned via tow truck several weeks later, an in-depth diagnosis (compression check, timing chain inspection, ect.) was performed @ our expense. It was determined that there was an issue with the #6 cylinder injector (part of the central injector that the customer recently paid to have replaced) & a replacement was installed under warranty. The injector replacement restored operation of the engine, however the miss-firing that was previously noted was of course still present. Testing showed that #4 & #5 cylinders were miss-firing. All indicators pointed to the poor quality ignition wires as the culprit which also caused the spark plugs to become fouled. We suggested the installation of a quality set of wires & plugs. The owner declined replacement of the plugs & wires. There is no charge for the additional testing & diagnosis performed. It is unfortunate the owner feels that they should not be responsibe to replace the poor quality wires that they themselves installed. We feel very comfortable & confident that we have extended every courtesy possible for this customer & while we are guilty of not contacting the customer frequently enough during the initial visit, the work performed is spot on. We feel it important to also note that the technician who performed all the repairs is an ASE Master, GM certified technician with 30+ years experience with GM vehicles.

We wish the customer the best & make ourselves available for any further questions or concerns.

Review: I was told when purchasing my [redacted] that it is Blue Tooth compatible. The day I picked it up myself and the sales associate sat in the car setting everything up including my Blue Tooth. I came from a [redacted] which was 100% compatible, no matter if my phone was plugged in or not everything would play through my car. When we tried to set this up in my [redacted] I was told I needed to plug in my phone in order to play my Blue Tooth which to me makes no sense since Blue Tooth = wireless. I asked the sales associate to investigate how to properly set this up and I received no call or communication for 2 weeks unless I reached out. His final answer was "I brought it all the way up to my [redacted] reps and they all say it needs to be plugged in" If my phone is not plugged in I cannot play my [redacted] or hear my GPS, if my phone IS plugged in I don't receive any notifications (emails, texts or other) When I spoke to a [redacted] "voice of the customer" rep who was assigned to my case her final response was "you'll have to wait for an [redacted] update, I'm sorry. So I'll just close out your case since we can't do anything further"Desired Settlement: I refuse to believe in 2015 that a national car company would make a car saying it's compatible with Blue Tooth but only 100% once a phone update comes out. What if I had an [redacted]? Would I be having this problem? This is false advertisement on the part of [redacted] and they should properly advertise what their cars are capable of. I would like to be bought out of my lease and go to a car company that doesn't promote false advertisement to get people to buy a car.

Business

Response:

Regarding the Blue tooth issues mentioned in the complaint ~ The [redacted] is Bluetooth com[partible for telephone calls with the[redacted] system that the customer uses ~ however [redacted] systems is very security conscious and for further applications to be utilized [redacted] mandates that the IOS [redacted] be tethered to the vehicle ~ when tethered the music applications are also compatible ~ This is an [redacted] related issue as opposed to a [redacted] issue as explained to the customer. So this car is Bluetooth compatible but with an [redacted] IOS infotainment system such as [redacted] needs to be tethered as required by [redacted] and their security measures . I am attaching an email from our ** Lead Connected Customer Specialist ~ [redacted] ...

Thank you , Regards , [redacted]

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Review: After slipping on black ice in my new 2015 [redacted] I brought my car in to be serviced and was told it would only be 2 days, after finally getting my car back 3 weeks later and requesting to speak with the owner via his team and email twice I never heard back from Mr. [redacted] or his team. After emailing him and asking for a response and his team telling me they would have him call me and receiving no call or email back I decided to call and talk with him myself. This is the conversation that transpired:

Mr. [redacted]: Hi

Me: Hi, is this Mr. [redacted]?

M *: Yes

Me: Hi Mr. [redacted] this is [redacted], I sent you a couple emails?

M *: Yeah

Me : I was hoping we could set up some time

M *: How does Monday morning work?

Me: Unfortunately I have work on Monday, do you have availability on the nights or weekends?

M *: I only speak when my team is here and they are not here during those times

Me: You're the owner of the company and you'll only speak with a client when your team is there?

M *: (In a rude, yelling tone) Listen young lady, I've heard about you and your attitude and I don't like it. I'll call you and let you know when I can meet with you

Me: OK

Hang up.

I may only be 26 years old but I handle myself professionally and with the utmost respect to all those I meet in all aspect of my life, whether it's the person at the gas station or the Senior VP of my company, and I have never been treated like this never mind by a business owner. I grew up surrounded by business owners, have been in the business world since my teens and what I learned was "The customer is always right," "You always try to make things right even if the customer is wrong" and "Admit fault, apologize and make it right"Desired Settlement: The least I deserve is an apology for being lied to for three weeks and especially for being yelled at for wanting to speak with the owner about my three week waiting period. At the very most I would like to be let go from my lease, I don't trust the dealership and am scared that if I go in for service I'll be known as "the girl the owner yelled at" and that my car won't be properly fixed to get back at me for bringing to light the service issue.

Business

Response:

Dear Ms. [redacted],

We sincerely apologize that your unhappy despite our repeated attempts to try and satisfy you. As we previously discussed, 3 weeks to repair the damage done to your vehicle was mostly due to extensive additional damage discovered upon disassembly. The "2 day" repair estimate came from the insurance company based on the their initial inspection & made no allowance for procuring parts or additional hidden damage. You were put into a rental car at no expense to you while everything was handled to ensure a proper, professional & safe repair was done & your vehicle restored to its pre-collision condition.

Weeks later, when you called to say your vehicle would not start, we searched rental agency branches for an [redacted], went to get the rental & delivered it to your doorstep @ the hour of day suitable to you, all this during a snow storm! After finding no problems with your vehicle, we kept your vehicle for total of 9 days (and you in a rental @ no charge to you) in an attempt to duplicate your concern. Plus you stated you could not pick-up till Saturday , so together we agreed to keep your car till then. Your response was to publicly complain about us keeping your car for too long!

Regrettably, it would seem that you are simply unsatisfied with everything that we do. We apologize that we have been unable to meet your expectations & wish you the best of success in finding a service facility that can better meet your needs.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:To Whom It May Concern,The reason I'm rejecting this response is because A - I had to complain to get good customer serviceB - I could have gotten a rental car through my insurance company but didn't because your service department couldn't tell me how long I would need one forC- My car has a known [redacted] issue where the radio screen will not turn off causing the battery to die and bugs usually cannot be duplicated - this still has no resolution causing me to drive around in a ticking time bomb that chooses when it will work and when it will notD- You had my car for so long when my car went dead because your Service Body Shop Director said he was going to try to get me out of my lease due to the constant dissatisfaction and disappointing experience I received E - When

I expressed these concerns to the owner of the dealership he talked

down to me in a way that I found not only ageist but sexist before

hanging up on me and refusing to make an appointment to talk about my

concerns. after he ignored me for 2 weeksThis is not how I wanted the relationship with my car dealership to be. After having such high expectations from hearing about the world class service I thought [redacted] was definitely the way to go but I'm now paying for a car that is a major safety concern with no resolution in the foreseeable future. It's so disapointing that the people who are supposed to be able to support me through mechanical issues are more concerned with reputation and image rather than helping me and my legitimate concerns due to the integrity of the vehicle sold to me.

Sincerely,

I dropped my car off with an appointment. 2 weeks later I called and told Sandra S[redacted] I would be coming in the following day to get my car. When I arrived the paperwork was not finished. She took 43 minutes preparing paperwork when I had nothing repaired and was rude the entire time blaming me for "rushing" her and my car being an older model. She walked me to my car and screamed "bye bye have a better day, bye" until I was out of her sight like a maniac. I noticed damage to my headlight housing that had not been there when my car was transported from a mechanic shop to the dealership. The manager Ed came out and told me he was not responsible for any damage to a car while it was on his lot and said he would not fix the headlight because the car was more than 5 years old and had too many miles on it. What? He said if the car had 20,000 miles he would pay for the damage to the headlight. He then said that any car damaged in his possession or on his lot, he would tell customers it was there prior and not take responsibility. I just stood in s

Review: supposed to have cut the brake rotors during brake work and didn't

Desired Settlement: finish the work that had to be done replace the damaged pads all four places and a car to use for free for the time needed for the repair.

Business

Response:

Business Response /* (1000, 5, 2013/05/24) */

Contact Name and Title: [redacted] svc dir

Contact Phone: XXXXXXXXXX

Contact Email: [redacted].com

Cust. incorrectly felt that we did not machine(aka resurface)his brake rotors. Both ft. rotors were then machined a second time (on 5/16 & 5/18/13) @ no additional charge in an effort of customer satisfaction & to eliminate a brake pulsation identified by our technician on roadtest w/owner on 5/16 that had developed after original servicing on 05/08.

we believe the customers concerns are resolved & welcome any additional feedback & will address any further questions or concerns.

Review: Purchased a new car in 2007 from [redacted], didn't want the extended warranty but was told if I didn't use it I would get it back when the car was paid off. The car is paid. I went to the dealership on Nov 4th seen [redacted] and he said I would get the money back $1295. The general manager said I had to wait till Dec.18 2014.Desired Settlement: I didn't use the warranty, paid off my car and would like the money back now.

Business

Response:

When Ms [redacted] came in to get the refund I verified the service contract information by the VIN and found that it does not expire until 12/18/2014. I advised her that the money back guarantee that was available at the time she purchased the car would only refund the money if the service contract was never used, had expired by time, and she was still the owner of the vehicle. I asked her for the insurance policy for the reimbursement so I could verify the terms but she did not have it with her so I looked in her file and we do not have anything showing that she had the reimbursement insurance policy. We would be happy to help her obtain the refund when the terms of the reimbursement policy have been met provided she can furnish the needed documentation. She also has the option of canceling the service contract and getting a prorated refund of the original purchase price. Also, she does still have the benefits of the service contract, should she need it, until 12/18/2014 or until she has 56,025 miles on the car.

Consumer

Response:

Review: [redacted]

From: [redacted]

Sent: Thursday, November 07, 2013 11:37 AM

To: [redacted]

Subject: [redacted]

In 2009 I went to the dealership to try and get the money back and cancel the contract, they told me the car had to be paid off. The car is paid off. Went there with the title which had the contract stapled to it, [redacted] sold me the car and warranty and said I should get a refund. He had another employee get my paperwork, he came back and said I had to wait till Dec.18 2014 I looked at [redacted] his head was down and couldn't look at me. My fault not getting it in writing. But I have the person who told me if I didn't use the warranty I would be getting a full refund of $1295.00 but not the tax on it sitting right next to me. I guess I have no choice but to wait another year. Please cut my check and mail it.

Sincerely,