Marty Sussman Olds, Inc.

From: Gina K*** Date: Tue, Jun 23, at 2:PMSubject: Complaint ID - ***To: "***@myRevdex.com.org" Hello ***, In response to *** *** ***’s complaint, she has not in been in our shop
within the last yearsWe believe her complaint is with *** the manufacturer, not usWe are a *** dealership that has no current record of her servicing her vehicle with usIt seems as if she has already spoken to ***’s headquarters, which is the correct thing to doThey would be the ones to refund her money. Thanks

Hello *** ***-
My name is Gina K***, I work for the VP of Sussman Automotive at our corporate building in ***. I handle all customer complaints, and I will be looking into your issue and will get back to you in the next few daysSorry for any inconvenience this
may have caused you and hopefully we can get this resolved asapThanks!
Gina K***
Sussman Automotive
***
215-887-1800, ext

Hello [redacted],
My name is Gina K[redacted], I work at Sussman Corporate and I handle all customer complaints. I apologize for the issues you are having with our [redacted] store. I will look into this and get back to you soon. If you need to contact me directly, my number is...

###-###-####, ext [redacted] or my email is [redacted]. Thanks,
Gina K[redacted]

Dear [redacted],
My name is Gina K[redacted], I work at Sussman Corporate in [redacted], PA. I handle all of the customer complaints for the company. I will speak with Jim J[redacted], the GM of the [redacted] dealership, about your complaints and get back to you shortly. If you need to...

contact me directly, my number is ###-###-####, ext 1125 or my email is gk[redacted]@sussmanauto.com.Thanks

[redacted]
12:36 PM (3 hours ago)
Sussman [redacted] has still not resolved the complaint:  they have not resolved the issue with the broken key and they have not provided any restitution for the $1,500 my mother paid that was in excess of the original deal.  I last left a message for the contact person at Sussman last Thursday 10/9 and have not had a response.

Dear [redacted],
I apologize in the delay of getting in touch with you. My name is Gina K[redacted], I work at Sussman Corporate.  A copy of the complaint was also mailed to our store and the GM, Jim J[redacted],  received it.  I spoke to him yesterday about your complaint.   He was working on a response and was going to email it in, but I guess he has not finished it yet.
I can tell you what I know.  Sussman Auto can not give back your taxes, that is something you have to request from the state of PA. We paid the taxes for you when you purchased warranty, and we can not refund them. I was told there is a form you need to fill out and send to the state along with your refund receipt to get the money back. I will look into this further for you and get the forms you need.
If you need to speak to me directly, please call me at ###-###-####, ext [redacted]. Or email me at [redacted]
Thanks, and I'll follow up with you asap.

[redacted]-
My name is Gina K[redacted], I work at Sussman Corporate. I would love to help you with this situation, but need a little more info. Was this something you purchased when you bought your car? And if so, what type of car did you purchase, when did you make the purchase and which of...

our 5 dealerships did you go?Thanks. Once I get that info, I can start to look into your refund.
Gina K[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Business has made no attempt to contact me or email me and neither the complaint is resolved yet. I just want to reject the response as 10 day window is nearing. I would notify Revdex.com if Sussman Auto takes any action in next 1-2 days.
Regards,
[redacted]

Ms. K[redacted],
Thanks for your reply, we'll await your response after speaking to your senior executive.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Review: I just bought what I thought was a certified [redacted] from sussman dealer and was treated with such disrespect and did not receive anything I was promised. My car was to be detailed and cleaned and full tank of gas. I receiver neither when I ask sales mama get Jose and Pat about the issue I was told to bring car in to get issues resolved I waited 2.5 hours to get my car back and when I received it nothing was done. The sales managers treated me like I was not good enough since I bought a used car not a new car. Upon taking care home several lights came up

On my dash I had to take car back and when I did I found out I was sold a car that was supposed to be certified but in fact was never even inspected. I have two small children and feel totally unsafe driving them

In this car. I have never heard of this happening to anyone let alone someone who spends 29,000 on a used certified car....but than again I didn't get what I was soldDesired Settlement: I would like the dealership to get all my issues resolved and inspect my car, make me my spare key and detail and clean my car like promised. I also want a service rep to pick my car up and drop off a loaner while work is being done I own a salon and live 35 min from dealership and have 2 chosen in school/daycare and I can not be stuck with no at or searching for rides like I have had to do the last week(which was the first week) of owning this car. I have been so inconvienced by this dealership I just at a loss for words

Business

Response:

Hello [redacted],My name is Gina K[redacted], I work at Sussman Corporate and I handle all customer complaints. I apologize for the issues you are having with our [redacted] store. I will look into this and get back to you soon. If you need to contact me directly, my number is ###-###-####, ext [redacted] or my email is [redacted]. Thanks,Gina K[redacted]

Review: I am making my complaint on behalf of my mother who is 79 and doesn't know how to use the Internet.My mother went to Sussman [redacted], an hour from her home, because the dealer had a large inventory of used [redacted]'s in stock. I accompanied my mother and we drove one car that my mother then decided to buy. It turned out to be too expensive but the salesman offered another on the lot that was exactly like the one we drove but with more mileage and thus a lower price. My mother accepted that and worked with him to execute the paperwork. My mother had to go back the next day to complete the transfer and take the car; however, that night the salesman called me and said that in fact the car my mother intended to buy was not exactly like the car she drove, it didn't have a navigation system.The next day my mother went to the dealer who offered a comparable 2011 with navigation but at a higher price than the car we'd negotiated the night before. The original deal was about $20k for a car that ostensibly had navigation. Upon learning there was no nav, the dealer then offered a car with nav for about $21.5. Understandably, nav adds to the price; however a deal's a deal and this dealer should have stuck by their original price of $20k and simply eaten any loss. It was their error, and it bordered on a bait and switch. Also, my mother was at the dealer for over 5 hours that day, mostly waiting.Worn down, my mother did buy the car they offered at $21.5; however she had to go yet a third time to transfer the title. When that was complete she learned that the dealer didn't have a copy of the manual for her and that the second key didn't work. The key guy had already left for the day, so she'd have to come back yet again to get a manual and have the key fixed.This dealer provided horrendous customer service and the salesman was incompetent. They cost my mother money, time and frustration.Desired Settlement: Refund the difference of approximately $1,500 and send a manual (as of this writing, the salesman has promised to send the manual)

Business

Response:

Dear [redacted],My name is Gina K[redacted], I work at Sussman Corporate in [redacted], PA. I handle all of the customer complaints for the company. I will speak with Jim J[redacted], the GM of the [redacted] dealership, about your complaints and get back to you shortly. If you need to contact me directly, my number is ###-###-####, ext 1125 or my email is gk[redacted]@sussmanauto.com.Thanks

Consumer

Response:

Ms. K[redacted],

Thanks for your reply, we'll await your response after speaking to your senior executive.

Regards,

Consumer

Response:

[redacted]

12:36 PM (3 hours ago)

Sussman [redacted] has still not resolved the complaint: they have not resolved the issue with the broken key and they have not provided any restitution for the $1,500 my mother paid that was in excess of the original deal. I last left a message for the contact person at Sussman last Thursday 10/9 and have not had a response.

Review: I recently had issues with my friends 2007 Mazda CX7 and sent it to sussman mazda in abington, pa. the service I received from the service department was horrible, took multiple phone calls and messages left to receive a response from the service writer there. after about 3 weeks of constantly calling I finally got a hold of them and was told the car was "finished". The service writer told me that not only did I now owe them $1300.00 roughly for the work that was done, but the vehicle was still not operational. I was told the engine needed to be replaced, which I was also told this is an on going issue with these particular vehicles. So, I advised my friend to not put the money into the car but to trade it in on a newer, more reliable vehicle which we did. Upon going to the sales department we found that we could not trade the car in because of the negative equity in the vehicle so we were told instead that they would sell us the 2007 honda ridgeline and replace the motor in the 2007 mazda cx7 and return that back to us because of the horrible service we received. I questioned not one but two sales reps from this company numerous times before purchasing the new 2007 Honda ridgeline that that was the agreement, we buy the car and you fix the mazda. Both sales reps agreed multiple times that the motor was to be replaced at their cost, and I also asked the following day when we returned to pick up the 2007 Honda ridgeline which we did end up purchasing. As my friend drove off the lot, me soon to follow, the sales rep we were dealing with asked me told hang on. The sales manager then stepped outside to tell me that they were not going to replace to motor in the mazda and I was absolutely amazed at the attitude I was given when being told so. A verbal agreement is a verbal agreement, I tried to compromise with her but it got me nowhere. I was told the vehicle then had to be removed from the property as soon as possible. Now we are stuck with 2 car payments with only one vehicle being operational. I don't want anybody fired over this I just want what was promised to us, the vehicle to be fixed was the agreement. When I asked both sales reps about the deal, I made sure to ask every time that the motor was being replaced so there was no confusion on either parties parts. I could have gone a few miles down the road and purchased the same 2007 Honda ridgeline with less miles for $3000.00 less but because they agreed to replace the motor in the mazda and fix the mistake they had made, we went with them. it was a very shady sale to say the least!Desired Settlement: All I am looking for is what was agreed upon, the motor in the 2007 Mazda CX7 to be replaced. A verbal agreement is a verbal agreement, I feel they really took advantage of us in the situation just to make a car sale.

Review: Subject: [redacted] Policy Cancellation Refund [[redacted] Contract#[redacted]]

Respected Sir/Madam,

I booked 2014 [redacted] EX on 18-October-2013. Along with my car, I also purchased [redacted] warranty on the day of vehicle delivery which is 26-October-2013.

I cancelled this warranty on 1-November-2014. This was communicated clearly on email to Mr. Robert C[redacted] who was then the sales representative. Mr. C[redacted] has acknowledged my request to cancel the policy and assured me that the Policy would be cancelled and I would be getting 100% refund including tax. The amount paid towards this policy inclusive of tax was $2756. I would like to highlight the manner in which my request is handled is highly unprofessional and has caused enormous pain.

1. Based on Mr. C[redacted]’s advice, I waited for 45 days to receive the check which never arrived. I followed up with Mr. C[redacted] multiple times over phone as well as email asking for update. Mr. C[redacted] eventually told me he no longer works with Sussman [redacted] and I should talk to General Manager. I could never reach to General Manager in spite of trying for more than 5 times and leaving multiple voice messages.

2. I visited your office on 3 separate occasions to follow up and get the details. During my second visit Mr. Jim McDonald assured me he would look into case personally on February 01, 2013, however failed to give any update for next 3 months.

3. I decided to take matters in my hand and contacted [redacted] myself. To my surprise my policy was never cancelled, [redacted] was totally unaware my policy was cancelled. I then directly worked with [redacted] to get my policy cancelled. [redacted] eventually informed Sussman [redacted] about the policy cancellation. It is hard to believe this Sussman [redacted] can do this to their customer.

4. Please note, Sussman [redacted] is responsible for paying entire amount $2756. Sussman [redacted] has just paid $2600 to Digital Federal Credit Union in last month. Amount $156 is still not refunded. Customer is eligible to get 100% of amount back including tax.

5. I have mailed written complaint to Sussman [redacted] and it was delivered to them on 11-Aug-2014.

In Summary, I have followed up more than 25 times for this refund. There are more than 20 emails exchanged with Sussman Representatives and there are countless phone calls.Desired Settlement: Sussman [redacted] should understand the time and trouble customer has faced throughout the process. Sussman [redacted] should return $161 which includes tax along with postage for written complaint mailed to them.

Business

Response:

Hello [redacted]-My name is Gina K[redacted], I work for the VP of Sussman Automotive at our corporate building in [redacted]. I handle all customer complaints, and I will be looking into your issue and will get back to you in the next few days. Sorry for any inconvenience this may have caused you and hopefully we can get this resolved asap. Thanks!Gina K[redacted]Sussman Automotive[redacted]215-887-1800, ext 1125

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Business has made no attempt to contact me or email me and neither the complaint is resolved yet. I just want to reject the response as 10 day window is nearing. I would notify Revdex.com if Sussman Auto takes any action in next 1-2 days.

Regards,

Business

Response:

Dear [redacted],I apologize in the delay of getting in touch with you. My name is Gina K[redacted], I work at Sussman Corporate. A copy of the complaint was also mailed to our store and the GM, Jim J[redacted], received it. I spoke to him yesterday about your complaint. He was working on a response and was going to email it in, but I guess he has not finished it yet. I can tell you what I know. Sussman Auto can not give back your taxes, that is something you have to request from the state of PA. We paid the taxes for you when you purchased warranty, and we can not refund them. I was told there is a form you need to fill out and send to the state along with your refund receipt to get the money back. I will look into this further for you and get the forms you need.If you need to speak to me directly, please call me at ###-###-####, ext [redacted]. Or email me at [redacted]Thanks, and I'll follow up with you asap.

Review: [redacted] from the Finance Department represented the extended warranty cost to be significantly lower than what was actually charged. I realised the overcharge the next business day and contacted the dealership requesting a refund of the extended warranty (6/20/2013). I've been promised a refund time and again over the past month and was told a week ago that a check was finally cut but have yet to receive the refund.Desired Settlement: Immediate refund of charges related to the extended warranty.

Review: I received horrible service on my vehicle from the service department. They lied about so many things regarding my car and it was not fix properly. I connect the service manager around 5 times and he never return my call. I also contact the general manager, he never return my call. I would like a refund of my $100.00 deductible I paid. I will never come back to Sussman [redacted].Desired Settlement: I want my money back.

Review: This is the second claim I had to file. Upon buying what should have been a certified [redacted] and finding out it was never certified and need new brakes rotors etc. the dealership is unwilling to provide me with [redacted] 150 point certification check list. They will only give me first page of checklist as stated on second page #130 exterior of vehicle should be free and clear of any damage. The car has huge scrape on front bumper and they refuse to fix it. It is nessecary as per [redacted] certification on used cars they sell. I drove my 2 children in that car with bad rotors and front brakes this is horribleDesired Settlement: Buff and paint front bumper and produce the full certified [redacted] 150 point checklist not just the first page and make sure the car passes all the 150 point check list.

Review: I cancelled the Paintless Dent Repair Service Agreement and received a letter stating that the dealership was notified of the cancellation and of the requirement to provide a refund; however, to date no refund has been received. Although all pertinent information regarding this matter has been supplied to the dealership such as agreement number, the [redacted] client services specialist contacted, and copy of the cancellation notice, to date no refund has been received. In fact, phone calls to the dealership manager and finance department are never returned. In person visits are to no avail as any assurances given are never followed through on as promised.Desired Settlement: Refund of the $425 for the cancelled service.

Business

Response:

[redacted]-My name is Gina K[redacted], I work at Sussman Corporate. I would love to help you with this situation, but need a little more info. Was this something you purchased when you bought your car? And if so, what type of car did you purchase, when did you make the purchase and which of our 5 dealerships did you go?Thanks. Once I get that info, I can start to look into your refund.Gina K[redacted]