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Markquart Motors, Inc.

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Reviews Markquart Motors, Inc.

Markquart Motors, Inc. Reviews (13)

I have attached a copy of a service history from our computer system. I do not see any discrepancy on the mileage. I also attached the information in our system about the transaction. We sold her the vehicle for $21,plus tax and extended warranty. I did not do exhaustive
research into her situation but my intial impression is that the extended warranty has expired and the customer is unhappy about paying for repairs. The truck is years old with 160,miles. She has owned the truck for two years and 20,miles. I do not see where Markquart Motors is responsible for her concerns. If there is a proplem with one of her recent repairs we would be open to a discussion but her overall claim seems unreasonable by any standard

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. my ex-son
in-law *** *** had met with *** *** and *** ***
today May-18-@ 10am they have figured out the issues and they have
resolved the issues and *** *** needs to he will call and talk to
*** *** and *** *** if he has anymore question I would
like to say thank you to the two of them for taking the time to meet
with him and figuring out the issues thank you *** *** and ***
***
Regards,

This customer was called and a refund is going out to him on Monday.   I did apologize for the confusion and inconvenience to him. This was our oversight.

Here are the facts:  We fixed his tire.  There is nothing we could do in fixing his tire that could cause the window to break.  There is no part of the tire fixing process that involves the window.  If we operate a control on the vehicle in a usual and customary manner and the component fails, it is not our responsibility.  It would have to have been broken already to fail or on the brink of failure in order for it to fail simply by operating it.  Furthermore, the son of the vehicle owner told our personnel that the window was already broken.  Our organization takes great pride in standing up and taking responsibility when we are at fault. We also spend money on situations where we know we are not at fault but we believe that a reasonable person could believe we are at fault based on the circumstances.  If fact, we spend thousands of dollars doing so each month.  We would do so in this case if there was any merit.  This is none.  If there was an extenuating circumstance that I am unable to imagine at this time that would affect my assessment, then the customer should have pushed the issue back when it happened.  I would have gladly listened to his situation and done my best to determine what was fair.  Now, five months later, it is almost impossible for me to know exactly what happened so I am forced to look at the facts.  Those facts are that we fixed a tire on an older vehicle with high miles and somehow the window failed while it was in our shop or maybe before it was in our shop.  Either way, it is far more likely that the failure of the window was already present or eminent than it is that our employee somehow maliciously or irresponsibly operated a window causing it to fail. This is why is am rejecting the customer's request.

Revdex.com:
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

After
Mr. [redacted] rejected the response made by my customer care manager I personally
reviewed the...

situation and believe I can speak confidently about what went
wrong with our handling of the customer.  As part of my review I listened
to the original call, reviewed the quote generated by our service process when
Mr. [redacted] came in to have us diagnose his problem, and I had my service manager
look up in Alldata the time allowed to replace the brake line.  Here is a
summary of what I discovered:     1. 
Mr. [redacted] spoke to our service advisor [redacted] and asked legitimate
questions about the price to replace the brake line.     2. 
[redacted] recommended that the customer bring in the vehicle so we could accurate
diag his problem and cited all the variables associated with a brake line
repair on an older vehicle.     3. 
Mr. [redacted] pressed [redacted] for a number for the repair.     4. 
[redacted] make comments on the call that suggested to me that he did not know
exactly which line Mr. [redacted] was referring to.5. 
After further description from Mr. [redacted] expressed that he understood and
took a minute or so to   apparently look
up the time on his computer.     6. 
[redacted] came back on the line and stated that the job would take an hour which
would be a hundred dollars.  He said he wasn't sure on parts prices. 
He and Mr. [redacted] discussed the possibility of stainless steel lines and [redacted]
again said he could not say.  The both seemed to agree that $100 for parts
should be enough.     7. 
[redacted] repeated, for about the 4th time on the call, the best thing to do would
be to bring in the vehicle so we could get him a “real” estimate.     8. 
As part of my research I sought to understand why we could quote $100 for a job
for labor and end up with a $336 quote for the same job?  I thought that
either [redacted] or the tech who provided the labor estimate must have made a
mistake.  I wondered how this could be.     9. 
To answer this question I asked my service manager to use our All Data service
to calculate the time allowance while [redacted] and I watched.  It turned out
that All Data does NOT have a time allowance for changing the brake line in
question.  My service manager speculated that the reason is that there is
so much variability due to rust and corrosion causing additional problems that
a time allowance would not be workable.  I asked how we arrived at our
estimate.  He stated that the technician must have provided the estimate
based upon his inspection of the vehicle. 
As we looked at All Data it seemed probably that [redacted] was looking at
the labor for installing a brake hose, not the brake line.  The times for the brake hoses were all just
over or under one hour.  I can’t be
certain but it seems likely that is where [redacted] came up with the hour estimate.Here
are my conclusions:[redacted] should not have quoted Mr. [redacted] an estimate.  Instead, he should have stuck to his recommendation that Mr. [redacted] bring in his vehicle for a diagnoses and estimate.[redacted] definitely gave the impression that labor would be about $100 even though he repeatedly recommended Mr. [redacted] come down so we could give him a “real” estimate.Mr. [redacted] was reasonable to expect our labor to be in the range of $100 based upon the conversation.The reason for the discrepancy, however, is not our desire to lure in the customer with a bait and switch.  It simply results from [redacted] using the All Data labor time guide inaccurately.In short, we did not handle the situation
properly but we were not trying to take advantage of Mr. [redacted].  It was a mistake.  We apologized and refunded his money and I
think that is the right thing to do.John [redacted]

The complaints filed by Ms. [redacted] are either ridiculous or frivilous and are so far from reasonable that I barely know where to begin addressing them but let us begin with the mileage allegation.  First, Ms. [redacted] does not drive the vehicle her son does.  How would she know how much he drives.  Second, 25,000 miles in 24 months seems to be a very normal amount of miles.  Third, we have recorded the miles consistently over that time period and there are no discrepancies or irregularities in the pattern of the miles on the vehicle.  Fourth, we have no ability to change the mileage on the vehicle.  It is digital and outside our control.  If we wanted it changed we would need to pull the cluster and send it to the factory to have it reset.  Fifth, why would we want to do this?  How would we benefit?  This allegation is absolutely absurd!The other allegations seem to be that we have given them bad service and that we have not properly repaired the vehicle when it was brought in for service.   It is our position that we properly repaired the issues on the truck that we worked on.   It should be noted that Ms. [redacted]'s son worked ont he truck himself and we know for a fact that he did not complete all the work correctly, contributing to his problems.  I asked my service manager [redacted] to respond to some of the allegations in the complaint.  Here is his response:[redacted]’s 2005 GMC K2500
truck was purchased in May of 2013 with 139,980 miles and as of April of 2015
the vehicle has 164,957 miles.  We have very strict process in place to
make sure all information on every repair order is done correctly.  All
communications in regards to repairs on the truck were through [redacted]
and  not [redacted].  [redacted] has been in communication with myself
and our Service Advisor [redacted] throughout the 2 years he has owned the
truck.  [redacted] has brought different concerns to our attention through the 2
years and I feel we have made every repair correctly that we could
verify.  [redacted] has been performing repairs on the truck himself that were
not covered by this Dealership or his extended warranty.  When going
through all the repairs over the 2 year period, [redacted] has paid approximately
500.00 out of pocket for repairs not covered by his extended warranty. 
[redacted] currently has an issue with the injectors in his engine and this was not a
concern that was presented before his extended warranty had expired. 
Going through the vehicles history since purchase I do not see were the [redacted]
was continually bringing the truck in for the same issues.   Per the
Customers comments of not being able to set appointments or calling [redacted] back,
all of my conversations with [redacted] were in person when he would bring the truck
in for repairs.  Talking with his Service Advisor [redacted] he did state that
has been a lot of calls back and forth and messages left due to [redacted] or [redacted]
not being able to take the call.  In no way do I feel that [redacted] or I
 were disrespectful to [redacted] during any communication that we had with him.

Revdex.com:  First of all my name is [redacted] like the Revdex.com has it, not [redacted]. The response is full of inaccuracies. The estimate that was quoted was $100 to $200 and I expected maybe even $250.When I received the phone call about my truck it was stated that the good news was they could just change the one line but they wanted to leave the old line in place and just put the new line in a different location. I stated that would be fine. Then he told me it was going to be $450 dollars. I was in shock.  [redacted] was not wrong.... Once I had the parts from the parts store, I jacked the truck up on one side and with a creeperchanged the line myself in about an hour and removing the old line besides. I should have never been charged the diagnostic charge because I told them the exact line that it was. Certainly has the appearance ofa bait and rip to me.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Richard [redacted]

Revdex.com:
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.
As I already stated in the complaint, the condition with the window was not present before we brought it in to the shop, and the employee I spoke with informed me that a different employee had damaged the mechanism during their cleaning of the vehicle.  Therefore, your statement regarding the condition with the window as being "pre-existing" in incorrect, as the problem was not present before I brought it to your shop, then after it was serviced, the problem was present, as admitted by your employee, due to their actions.  As such, I am not withdrawing the complaint as this is an entirely unsatisfactory response to a very simple, clear, and concise problem.
Regards,
James [redacted]

This complaint is from 5 months ago and the two people who handled the situation are no longer employees of the company so I spoke to the service manager who did not handle the situation and he said he was aware of what happened.  He said that the vehicle in question came in with the problem...

with the window.  The complainant's son admitted as much.  The job that we did for the vehicle was to install two tires.  There is nothing about installing tires that could affect the window. We rejected the request to repair the window because it was a pre-existing problem.John [redacted]

Review: I purchased a Buick LeSabre with approximately 84,000 miles on it on August 30, 2013 for $5,700. I received the signed title yesterday

via certified mail which indicates that the vehicle has 127,613 miles on it. The Kelly Blue Book value of the vehicle is $5,692 at 84,000

miles.

I demand a refund of $2,000 on this purchase.

Business

Response:

[redacted]quart Motors has reviewed the complaint filed by the customer and are completely mystified as to why the customer would take such an action. We took all the proper steps to address this issue with the customer prior to their purchase of the vehicle. On September 12, prompted by a complaint from the customer, Wisconsin DOT Field Investigator Shannon Nicolai and Field Investigator Supervisor [redacted] reviewed all of the paperwork connected to this transaction. They found that we had fully complied with all necessary disclosure and will be communicating that to Mr. [redacted]. As such, we reject their request for the refund of $2000. Here is the account of the transaction as given me by my salesmanager, [redacted]:

Mr. [redacted] original contacted the dealership on Aug 26th

after finding the car on the internet.

[redacted] questioned if he had viewed the free carfax and he said that he

had. He came in that same day and drove the car at, which time he agreed to purchase it. He was given a purchase contract and set an

appointment to return to the dealership on the 30th to take

delivery.

Review: I bought the 2005 gmc seirra 2500hd 6.6l duramax pick up truck from markquart motors we have been bring it in for repairs that should have been done right the first time and they have not done so and we have been trying to figure out the mileage on the paper work and we know that we havent put that amount of mileage on the truck everything rises a red flag to other repair facilities and our extened warranty is no longer vaild do to markquart motors falsifying mileage on the paper work when we bought the truck and when we have brought it in for repair service we have had none stop problems with the truck and now we have to pay for repaires out of pocket for repaires that should have been done while the truck was under the extaned warranty and now they want us to pay out of pocket for them . we are tired of paying for a vehicle that we cant drive along with not calling us back when we call them to get it in for repairs the only time they would schedule appointments for the vehicle is when we showed up in person and they are disrespectful to us when we have to bring it back to them for the samething over and over we are also are very unsatisfied with there service in sales and the service department they have cause us to lose money do to the vehicle not running properly .Desired Settlement: we would like to recover the money we have lost and we would like to recover the money that we have spent on parts to fix it and we would like to be reimbursed for the time that was spent on repairing and trying to figure out the problem with the vehicle. do to markquart motors not repairing the vehicle properly . I would like markquart motors to buy the vehicle back for the total amount of the truck when we bought it on may 29 2013 to the time for us to pay it off which is almost $32,000

Business

Response:

I have attached a copy of a service history from our computer system. I do not see any discrepancy on the mileage. I also attached the information in our system about the transaction. We sold her the vehicle for $21,000 plus tax and extended warranty. I did not do exhaustive research into her situation but my intial impression is that the extended warranty has expired and the customer is unhappy about paying for repairs. The truck is 10 years old with 160,000 miles. She has owned the truck for two years and 20,000 miles. I do not see where Markquart Motors is responsible for her concerns. If there is a proplem with one of her recent repairs we would be open to a discussion but her overall claim seems unreasonable by any standard.

Consumer

Response:

Review: I purchased my GMC Envoy at Markquart Motors from salesperson [redacted]. Just before I signed the sales agreement I told Mr. [redacted] that I forgot to check all the lighting on the vehicle and I told him I wanted to check the lighting. He assured and guaranteed me that all the lighting worked. A couple weeks later daylight savings time ended we noticed that the lighting for the driver's door instrument cluster which operates the windows and locks etc... did not work.

I contacted Mr [redacted] and told him about the door switch lighting that did not work. He assured me that he would have the problem fixed at no charge and it would take about 3 to 4 weeks to get fixed. That time passed and I asked him when it would get fixed. He then told me the part was expensive and I would have to get a used part when they would get one come into the business. Then over the course of several months I kept contacting Mr. [redacted] and he kept telling me that it was more difficult than anticipated for getting the part in but assured me that he would have it fixed. I continued to call Mr. [redacted] and he repeatedly would assure me either by talking with me over the phone or by leaving a voice message assuring me that he would have the switch lighting fixed.

Then approximately two weeks ago I tried to contact Mr. [redacted] again about having the problem fixed and he would not return my phone messages. I tried to contact him numerous times without success.

I now feel that he has washed his hands of this issue and delayed my issue to such a length where he does not have to obligate his verbal agreement.Desired Settlement: I deserve to have a new part installed free of charge. I would like to have the replacement part installed within 3 weeks.

Business

Response:

We reviewed the information and think the customer has a valid claim. We will contact them and make arrangements to fix the issue.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

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Description: Auto Dealers - Used Cars

Address: 2191 S Prairie View Rd, Chippewa Falls, Wisconsin, United States, 54729

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