Good afternoon, This response is in regards to I.D# [redacted] We have been in touch with Mr [redacted] about his concernWe have resolved the issue in that we are taking care of the cost of the replacement carpet of his choiceMr [redacted] accepted this resolution and will be back in touch once he has made his decisionAt any time he needs, he can reach back out to [redacted] or myself [redacted] Keeler BMW Service Manager ###-###-#### [email protected]
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the reponse from the Mercedes Benz dealer in Albany does not resolve my complaint.
This is Mercedes Benz Financial Services issue not the dealer himself. They failed to contact me to my residence and they blame me, then raised the cost by adding fees and interest, and threatened me with a collection agency which will eventually hurt my credit scoreRegards, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12559713, 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.]The negotiation with my insurance company only took one day. I did received my car on Dec. 19th, but with the check engine light and broken central remote.
Regards,
[redacted]
Mr. [redacted] tried to complete the entire transaction all in one day, and we tried to accommodate that for him. For discriminatory reasons we quote customers the same finance rate regardless of knowing their credit score, as the score alone only has little to do with what rate you actually receive....
The fact that he told us his credit score was 666 at the beginning does not necessarily mean we can quote him an accurate payment without having the exact interest rate, especially on a used vehicle since the rates will vary. Since we were trying to complete the transaction quickly to accommodate the customer, there was not a phone call made back due to time constraints and the customer had already returned to the store. When Mr. [redacted] turned down the offer in the finance office, we simply parted ways at that time without completing the transaction.
Good afternoon,
This response is in regards to I.D. #[redacted]. We have been in touch with Mr. [redacted] about his concern. We have resolved the issue in that we are taking care of the cost of the replacement carpet of his choice. Mr. [redacted] accepted this resolution and will be back in touch once...
he has made his decision. At any time he needs, he can reach back out to [redacted] or myself.
[redacted]
[redacted]
Keeler BMW Service Manager
###-###-#### [email protected]
The fee being charged is from Mercedes Benz Financial and is a disposition fee for all Mercedes Benz leases. It covers the cost of administration and taking the vehicle to auction so the bank, Mercedes Benz Financial, can auction the car off. This is not a fee imposed by Keeler Motor Car...
Company and the fee is spelled out in the original lease documentation
[redacted] General Manager Keeler Motor Car Company
On May 31, 2016 Mr. [redacted] had his vehicle in our service department for a check engine light concern. It was diagnosed that the concern causing the check engine light was related to the oxygen sensor after the catalytic converter as well as well as the wiring harness. It was also noted at that...
time that there was a nail in the l/r tire as well as a hole in the r/r tire along with other maintenance related concerns. Mr. [redacted] declined any repairs to be performed. Shortly thereafter, Mr. [redacted] contacted me to discuss his recent service visit with us. He expressed his concern with the check engine light as well as why his tires were not covered under his wheel and tire insurance. I explained that there are many different concerns that can cause a check engine light can cause the check engine light to illuminate. When the light comes on, it is giving an indication that there is an issue with an emissions control devise or the vehicle is emitting more emissions that it was designed. Mr. [redacted] had a concern early in his ownership related to engine throttle. We discussed and it was agreed that these two concerns were independent of each other and Mr. [redacted] expressed his understanding. With regards to the tires, I had asked Mr. [redacted] the privilege to investigate and I would get back in touch with him. I reached back out to Mr. [redacted] after gathering my information. He indeed has a wheel and tire insurance policy for road hazard protection. Typically punctures or damage that cause the tire to not hold air would be covered under this protection. There is a minimum tread depth for the tires to be covered under the policy. I explained that the reason for his tire policy not coving the tires was due to the tread being under the minimum tread depth and the tires were considered to be beyond the service life of the tire. I also explained that the determination of coverage is made by the insurance company and not Keeler Motor Car. I also explained that due to the run flat nature of the tires, it is not recommended by the tire manufacturer or the vehicle manufacturer to repair the tire. I advised the tires would need to be replaced. Mr. [redacted] expressed his concern of how could a vehicle need tires within 9,000 miles of ownership. As a goodwill gesture Mr. [redacted] was advised that Keeler Motor Car would replace one tire at no charge if Mr. [redacted] paid for the other tire. It was agreed on 06/09/2016 via phone. With regard to the check engine light concern, a goodwill gesture of $300 off the repair cost of $1400 was offered to Mr. [redacted]. Mr. [redacted] agreed to have the repairs made 06/14/2016 via phone. Mr. [redacted] brought the vehicle in to have the repairs completed on June 27,2016. The repair order reads line A “The customer states to please replace the 2 front tires. Keeler is paying for one and cust. is paying for the other.” Line B “Customer states the CEL is on and the car needs and O2 sensor and to replace the faulty wiring harness. Total pay for est 1100.00, Toby is adding 300.00 from sales. total bill for CEL is $1400.00.” At this point, I believe Keeler Motor Car has made good with regards to this situation. The vehicle was purchased over a year ago and has gone over 9,000 miles in that year. With $560.53 of goodwill contributed to the most recent repair bill, there will be no further contributions. However, should Mr. [redacted] choose to end his warranty early, we can find out how much will be prorated back to him for the early cancellation. If there are any further questions or anything else needed, please feel free to contact me directly. Sincerely, Tom J[redacted]Sales ManagerKeeler Motor Car Company[redacted]
Mr. ** received his car on Tuesday, December 19th. The reason for the delay was that there were additional supplemental damages that his insurance carrier needed to approve before we could continue with the repair. Our Body Shop manager personally spoke to Mr. Li and he believes...
Good afternoon, This response is in regards to I.D. [redacted]. On 8/6/2014, Ms. [redacted] came in for a concern of a vibration while accelerating. It was found that both front axles were rusted and causing a vibration. Both axles were replaced at that time. Her initial complaint...
wasn’t corrected by replacement of the axle even though her axles were worn. Installation of the axles could not cause the wear to the differential and it was noted that the differential was worn. We have reached out to Ms. [redacted] and came to an agreement to refunded the cost of labor, parts, and tax for the axle that did not repair her concern. Kind regards, [redacted] Keeler Honda Service Manager
While we do recognize Mrs. [redacted]’s frustration the facts are as follows: The vibration was intermittent in nature (not always present) making diagnosis difficult. The intermittently failing brake caliper applied resistance but did not keep the tire from rotating. If a tire...
was not rotating the vehicle would not move. The [redacted]’s vehicle is out of manufacturer’s warranty.
Once the brake situation was identified, Keeler Motor Car and American [redacted] replaced the failed components at no charge as an out of warranty gesture of goodwill. Increased resistance from the right rear brake would not “distort” the front end alignment. If one of the new brake pads was installed incorrectly , or “slipped” Keeler Motor Car would have repaired it at no charge. If provided a copy of the receipt for repair of the “rear brake pin” Keeler Motor Car will gladly reimburse Mrs. [redacted] $54.24 Tires and wheel alignment are maintenance items which are customer responsibility.
Good afternoon, This response is in regards to I.D# [redacted] We have been in touch with Mr [redacted] about his concernWe have resolved the issue in that we are taking care of the cost of the replacement carpet of his choiceMr [redacted] accepted this resolution and will be back in touch once he has made his decisionAt any time he needs, he can reach back out to [redacted] or myself [redacted] Keeler BMW Service Manager ###-###-#### [email protected]
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the reponse from the Mercedes Benz dealer in Albany does not resolve my complaint.
This is Mercedes Benz Financial Services issue not the dealer himself. They failed to contact me to my residence and they blame me, then raised the cost by adding fees and interest, and threatened me with a collection agency which will eventually hurt my credit scoreRegards, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12559713, 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.]The negotiation with my insurance company only took one day. I did received my car on Dec. 19th, but with the check engine light and broken central remote.
Regards,
[redacted]
Mr. [redacted] tried to complete the entire transaction all in one day, and we tried to accommodate that for him. For discriminatory reasons we quote customers the same finance rate regardless of knowing their credit score, as the score alone only has little to do with what rate you actually receive....
The fact that he told us his credit score was 666 at the beginning does not necessarily mean we can quote him an accurate payment without having the exact interest rate, especially on a used vehicle since the rates will vary. Since we were trying to complete the transaction quickly to accommodate the customer, there was not a phone call made back due to time constraints and the customer had already returned to the store. When Mr. [redacted] turned down the offer in the finance office, we simply parted ways at that time without completing the transaction.
Good afternoon,
This response is in regards to I.D. #[redacted]. We have been in touch with Mr. [redacted] about his concern. We have resolved the issue in that we are taking care of the cost of the replacement carpet of his choice. Mr. [redacted] accepted this resolution and will be back in touch once...
he has made his decision. At any time he needs, he can reach back out to [redacted] or myself.
[redacted]
[redacted]
Keeler BMW Service Manager
###-###-####
[email protected]
The fee being charged is from Mercedes Benz Financial and is a disposition fee for all Mercedes Benz leases. It covers the cost of administration and taking the vehicle to auction so the bank, Mercedes Benz Financial, can auction the car off. This is not a fee imposed by Keeler Motor Car...
Company and the fee is spelled out in the original lease documentation
[redacted] General Manager Keeler Motor Car Company
On May 31, 2016 Mr. [redacted] had his vehicle in our service department for a check engine light concern. It was diagnosed that the concern causing the check engine light was related to the oxygen sensor after the catalytic converter as well as well as the wiring harness. It was also noted at that...
time that there was a nail in the l/r tire as well as a hole in the r/r tire along with other maintenance related concerns. Mr. [redacted] declined any repairs to be performed. Shortly thereafter, Mr. [redacted] contacted me to discuss his recent service visit with us. He expressed his concern with the check engine light as well as why his tires were not covered under his wheel and tire insurance. I explained that there are many different concerns that can cause a check engine light can cause the check engine light to illuminate. When the light comes on, it is giving an indication that there is an issue with an emissions control devise or the vehicle is emitting more emissions that it was designed. Mr. [redacted] had a concern early in his ownership related to engine throttle. We discussed and it was agreed that these two concerns were independent of each other and Mr. [redacted] expressed his understanding. With regards to the tires, I had asked Mr. [redacted] the privilege to investigate and I would get back in touch with him. I reached back out to Mr. [redacted] after gathering my information. He indeed has a wheel and tire insurance policy for road hazard protection. Typically punctures or damage that cause the tire to not hold air would be covered under this protection. There is a minimum tread depth for the tires to be covered under the policy. I explained that the reason for his tire policy not coving the tires was due to the tread being under the minimum tread depth and the tires were considered to be beyond the service life of the tire. I also explained that the determination of coverage is made by the insurance company and not Keeler Motor Car. I also explained that due to the run flat nature of the tires, it is not recommended by the tire manufacturer or the vehicle manufacturer to repair the tire. I advised the tires would need to be replaced. Mr. [redacted] expressed his concern of how could a vehicle need tires within 9,000 miles of ownership. As a goodwill gesture Mr. [redacted] was advised that Keeler Motor Car would replace one tire at no charge if Mr. [redacted] paid for the other tire. It was agreed on 06/09/2016 via phone. With regard to the check engine light concern, a goodwill gesture of $300 off the repair cost of $1400 was offered to Mr. [redacted]. Mr. [redacted] agreed to have the repairs made 06/14/2016 via phone. Mr. [redacted] brought the vehicle in to have the repairs completed on June 27,2016. The repair order reads line A “The customer states to please replace the 2 front tires. Keeler is paying for one and cust. is paying for the other.” Line B “Customer states the CEL is on and the car needs and O2 sensor and to replace the faulty wiring harness. Total pay for est 1100.00, Toby is adding 300.00 from sales. total bill for CEL is $1400.00.” At this point, I believe Keeler Motor Car has made good with regards to this situation. The vehicle was purchased over a year ago and has gone over 9,000 miles in that year. With $560.53 of goodwill contributed to the most recent repair bill, there will be no further contributions. However, should Mr. [redacted] choose to end his warranty early, we can find out how much will be prorated back to him for the early cancellation. If there are any further questions or anything else needed, please feel free to contact me directly. Sincerely, Tom J[redacted]Sales ManagerKeeler Motor Car Company[redacted]
Mr. ** received his car on Tuesday, December 19th. The reason for the delay was that there were additional supplemental damages that his insurance carrier needed to approve before we could continue with the repair. Our Body Shop manager personally spoke to Mr. Li and he believes...
that Mr. ** is satisfied.
Good afternoon, This response is in regards to I.D. [redacted]. On 8/6/2014, Ms. [redacted] came in for a concern of a vibration while accelerating. It was found that both front axles were rusted and causing a vibration. Both axles were replaced at that time. Her initial complaint...
wasn’t corrected by replacement of the axle even though her axles were worn. Installation of the axles could not cause the wear to the differential and it was noted that the differential was worn. We have reached out to Ms. [redacted] and came to an agreement to refunded the cost of labor, parts, and tax for the axle that did not repair her concern. Kind regards, [redacted] Keeler Honda Service Manager
While we do recognize Mrs. [redacted]’s frustration the facts are as follows: The vibration was intermittent in nature (not always present) making diagnosis difficult. The intermittently failing brake caliper applied resistance but did not keep the tire from rotating. If a tire...
was not rotating the vehicle would not move. The [redacted]’s vehicle is out of manufacturer’s warranty.
Once the brake situation was identified, Keeler Motor Car and American [redacted] replaced the failed components at no charge as an out of warranty gesture of goodwill. Increased resistance from the right rear brake would not “distort” the front end alignment. If one of the new brake pads was installed incorrectly , or “slipped” Keeler Motor Car would have repaired it at no charge. If provided a copy of the receipt for repair of the “rear brake pin” Keeler Motor Car will gladly reimburse Mrs. [redacted] $54.24 Tires and wheel alignment are maintenance items which are customer responsibility.