This letter is in response to the complaint # ***from
*** *** regarding his Dodge Dart
On 7/16/Goldstein’s performed a one month service and
inspected it for an engine noiseAt that time we explained to Mr***
that
the engine sounds like all other Dodge Darts with the same engine. We washed his vehicle, upon receiving his vehicle
back he came back into the dealership and accused us of chipping his door and
many fine scratches in the clear coat of the paintWe did find road tar on the
drivers door and several fine scratches in the clear coat and we did remove
them with a rubbing compoundAlthough Goldstein’s does not believe we in any
way damaged his vehicle we agreed to fix to satisfy the customerAfter leaving
again Mr*** came back with an alignment issue and said that we caused
this while road testing his vehicle. We
did confirm a slight drift to the right and realigned the vehicle under his
warranty. We were unable to road test
the vehicle as Mr.*** removed his plates as he did not trust us with his
vehicle. If Mr*** has damage to
his wheel he should come and see me ( Ed S) and if there is damage we will
replace it, although we did not road test the vehicle the second time and it
was not noted when Mr*** was outside going over his vehicle with my
assistant ( Crystal B)We in no way believe we are responsible for the
damage to the wheel but if necessary we will replace Mr.***’s wheel free of
charge
Goldstein’s always has the customers best interest in mind
but we do ask that Mr*** locate another Dodge dealership to service his
Dodge Dart due to his complete lack of trust of Goldstein
Sincerely,
Edwin S
10/3/
Dear ***,
In regards to the
complaint from *** *** with an ID of ***
We did perform repairs and adjustments to correct
Mr*** leak complaint on 8/11/At that time adjustments were made for the sunroof
for proper fit and we also cleaned and repaired the sunroof drain. In addition, Mr*** had a 50,mile
maintenance service, a software update to correct an indicator light on the
dash and a recall performedAt the time of the sunroof adjustment/repair we
performed a water test on the sunroof and did not find any leaks
As Mr *** stated he returned on 8/15/for the warning
light and the leak near the drivers door.
We were unable to duplicate the issue with the warning light and the
technician stated there were no other adjustments available to be made to the
sunroof and that the sunroof glass panel itself may have flexed out of it’s
original shape
Our staff has tried to contact Mr *** since his call of
8/21/regarding the repair, but due to a typo in a phone number in one of our
systems, no contact was madeSince receiving the complaint from you we have contacted Mr
*** and offered to re-inspect his vehicle to try and find a solution to his
leak, but Mr *** is not willing to bring the vehicle in. We do stand by our work and would like to
rectify the issue, but cannot do that without access to the vehicleWe are
also unable to refund his repair cost without being able to duplicate his
complaint or an opportunity to correct it
Sincerely,
** *** Goldstein
Auto Group
Revdex.com, Inc
Bryant Woods South
Amherst, NY
Attn: *** ***
In Regards to complaint
Verdana, sans-serif;">*** 11/12/15
In regards to Complaint # *** for *** ***
The *** did have an appointment on the 23rd for recalls to
be performed on their vehicleHowever, at the time they dropped off their
vehicle for the recalls The *** also stated other concerns with their
vehicle that they asked us to look intoThese concerns were: a check engine light and an issue with the
vehicle not starting intermittently.
These additional concerns led to additional time being needed to repair
the vehicleThere was indeed an expense involved as the concerns were not covered by any warranty or service contract
On Saturday the 24th, their service advisor, Crystal B*** did
contact Mr*** * about the work needed to address their concernsThis
included a replacement of the EGR Valve and the Starter At that time, Mrs*** gave authorization
for the repairs to be performed During
that conversation Crystal did indeed inform
the customer that we would have to order parts and that the vehicle would be
ready for pickup on Tuesday.
We apologize if the timeline was not clear to the customer,
but we do not get factory parts deliveries on Monday’s. Since receiving this complaint from you, we
have contacted the customer and offered them to bring the vehicle back in so we
can address their concerns with the repair, but they have refused.
Being in business for over years, we stand by our work
Also, the *** starter we installed comes with a year or 24,mile
warrantyUnfortunately, if the customer is not willing to bring the vehicle
back in we cannot verify any needed repairs.
Since the work was needed and authorized, we are not willing to refund
the cost of the repairs
Again, our offer still stands, we will bring the vehicle
back in and diagnose any current conditions
Sincerely,
Ed ***
Fixed Operations Director
Goldstein *** Jeep Dodge Ram
Revdex.com, Inc
Bryant Woods South
Amherst, NY
Attn: *** *** In Regards to complaint *** 9/18/
class="MsoNormal">
In regards to Complaint # *** for *** ***.
We have contacted Mr *** and will be reimbursing him $for the
antifreeze and air filter for the used *** he purchased from us. Frank F* our sales manager spoke to
him and did explain that although we like to pass along as many keys as
possible to a new owner of a used vehicle, we are limited by the amount of keys
given to us by the previous owner of a vehicle traded in. We are reaching out to the previous owner to
see if they still have any remaining keys that they may have overlooked when
trading in their car
We hope we can regain Mr ***’s faith in our business and
look forward to being able to serve him in the future
DJ M***
Goldstein Auto Group
RevDex.com Inc
Bryant woods South
Amherst, NY
Attn: ***, Complaint handler
Dear
***,
Thank you for getting back to me regarding the *** *** complaint with an
ID of ***
I did receive *** ***’s response to our previous reply and the letter sent
to him from us (copied below) on April 21st,2014. It appears we cannot allay *** ***’s
fears that the oil change was actually done on the vehicle he purchased prior
to his taking delivery of it
Since we do
still value his business, we would like to offer an alternative for him to
maintain his Goldstein warranty. When a
customer lives more than miles away from our dealership they can maintain
their warranty by having all of their maintenance done at another certified
facility and or dealership as per the manufacturer requirements
If *** *** maintains his Honda and keeps all the records he will be able to keep
the vehicle qualified for the lifetime warranty. Please note, this does not allow him to perform
his own maintenanceDoing his own maintenance would void the warranty as would
a lack of receipts and repair orders showing all the required maintenance was
performed at a certified facility or dealership
In addition,
we did offer free oil changesIf he has them performed at another facility
and sends us the receipts, we will reimburse him for the oil changes. We are sorry for the oversight in resetting
his oil life monitor and understand we cannot regain his confidenceWe hope
this will allow *** *** to enjoy his vehicle
** ***
Goldstein
Auto Group
April 21,
*** ***
*** *** ***
*** *** *** ***
*** ** ***
*** *** ***
*** *** ***
Dear *** ***,
I received your letter dated April 15,
regarding your Honda Odyssey
First of all I would like to apologize
for your frustration. I will outline all
your questions and
hopefully provide you with the answers
to make this a great relationship moving forward
Every
pre-owned vehicle no matter the year or miles has a pt inspection
done on it when it
arrives on our lotThis inspection
provides us with information as to if the vehicle will be retailed or brought
to auctionIf a vehicle will be retailed we automatically without question
replace engine oil and filter, check and top off all fluids and inspect and
complete all NYSI items, in addition to any repairs that need to be done on the
vehicle
We service many makes and models of
vehicles and your Honda Odyssey has an “oil light indicator”, something
that does not flash to be reset but is in the menu of the vehicles computer
system. When the person at the service
desk took the phone call and stated that “ we probably” changed the oil , but
we probably forgot to reset the oil life indicator “ they were making a statement prior to looking
at your fileIt was the initial phone conversation when they took the call
Upon further investigation by the
service manager he stated he was 100% sure the oil change was done and
apologized the light was not re-set.
You still felt that we did not do the oil change even with the
documentation we had
*** wanted to make sure you were % satisfied
and had a peace of mind of the completed oil change so he offered to do it
again At that time he put a factory filter and replaced the drain plug washer
We have also put a VIP notation in your
service file that we must reset oil light and use OEM (factory) gaskets for
future oil changes
As company policy every pre-owned
vehicle delivery goes out of our dealership with an oil change. Unfortunately I believe when the vehicle was
cleaned for the delivery the sticker may have been removed
I have included a copy of every repair
order from the day your vehicle has been in our store and when it was delivered
to youI have numbered them 1-
The first one is the trarepair
order showing everything we needed to do to prep the vehicle for the lotThis
includes the oil changeThe second one shows we sent it to Honda for a recall
to make sure the recall was taken care ofThe third,is the replacement of the
wiper blade, tires and front brakes and rotors4th is the delivery
Repair orderThe last one, # is the 2nd oil change that we did to
make sure you were satisfied that the oil change was done properly
We appreciate all our customers and strive
to make sure we take care of each person as an individual with individual needs. We warranty our vehicles because we take care
of our customers and vehicles in our shop for a Lifetime!
I would like to earn your trust back by
offering to pay for your next two oil changesWe will make sure the light is
re-set and answer all of your individual needs
I sincerely apologize for your
frustration and lack of clear, concise answers
I hope to make this a great relationship
moving forward
Sincerely ,
*** ***
CC:
*** ***
*** ***
*** ***
Revdex.com, Inc
Bryant Woods South
Amherst, NY
Attn: *** ***
2/16/15Dear Lou Anne, In regards to the
complaint from *** *** with an ID# of
***
Ms *** brought her vehicle to us to diagnose a concern she
had with the vehicle not starting. At
the time she brought the vehicle in, it was running and would re-startWe did
perform a battery service on the vehicle to see if the battery was operating as
per specification and it tested at CCA (cold cranking amps) when rated at
CCA. We were not unable to find any
issues with the battery, nor did we find any fault codes when linked to the
PCM. When Ms *** had the vehicle
“jumped” more than likely this cleared any codes in the system. It is possible that something was left on
which caused the battery to lose its charge
Ms *** does have a service contract on her vehicle with a $deductible,
and our advisor was trying to save Ms *** the higher amount by only charging
the cost of the battery test itself. We
will not refund the cost of the battery test, as we did try to diagnose the
issue and perform this service to the vehicle as per the customer’s request.
I would also like to clarify for Ms ***, that our technicians are not paid by
***, as they are employees of Goldstein *** *** *** ***. The business does charge for its services to
be able to continue doing business and compensate its employees
Sincerely
** *** Goldstein
Auto Group
Revdex.com, Inc
100 Bryant Woods South
Amherst, NY 14228
Attn: [redacted] , Complaint Handler class="MsoNormal"> �...⇄ 3/11/14
Dear [redacted],
In regards to the
complaint from [redacted] / [redacted] with an ID of [redacted].
We met with [redacted] (mother of [redacted]) and inspected the
damage to the BMW. Although we are not sure how the damage occurred, we have
made arrangements with our body shop for the car to be repaired. I understand that the customer will bring the
vehicle in for work once the weather warms up.
As for the complaints regarding the vent clip and cup
holder. The customer stated in the complaint that requests were made at time of
sale to repair these items. Please note,
this vehicle was not purchased from us and these repairs need to be arranged
with [redacted] who sold the car originally to [redacted] ...⇄ Sincerely, ...⇄ [redacted] ...⇄ Service Director ...⇄ ...⇄ Goldstein Chrysler Jeep Dodge
Revdex.com, Inc 100 Bryant Woods South Amherst, NY 14228 Attn: [redacted] In regards to Complaint # [redacted] ...
Ms. [redacted] purchased the 2015 [redacted] on 12/1/15 and at that time opted to also purchase a maintenance agreement that also incorporated our appearance package which included an exterior chemical paint protection and interior chemical fabric protection package. This was applied to the vehicle upon delivery. Since this package was applied to the vehicle and is not removable, the $498 is non- refundable and is not a pro rata product. In reference to when the contract was officially in effect, the contract was dated 12/1/15 and although TD Auto Finance may not have cashed the contract until 12/15/15, the effective date of the contract was 12/1/15. With that being said, being that the cancellation was just outside of the 30 day window, we are willing to refund the portion that was calculated at the 30% cancellation fee, $270.23, however we cannot refund for the paint and fabric protection. If there are any questions on the contracts, we will be happy to provide copies of them.[redacted]General ManagerGoldstein Chrysler Jeep Dodge Ram
Revdex.com, Inc
100 Bryant Woods South
Amherst, NY 14228
Attn: [redacted], Complaint Handler class="MsoNormal"> �...⇄ 6/16/14
Dear [redacted],
In regards to the
complaint from [redacted] with an ID of [redacted].
Mr [redacted]’s vehicle deposit was refunded to his credit
card on 6/12/14. We are sorry this was not done sooner. As for the rest of Mr
[redacted]’s complaint and accusation of false advertising, we absolutely did
not mislead Mr [redacted]. Following is
an outline of the events.
Mr [redacted] inquired about a 2015 Subaru WRX lease and
discussed various WRX models and lease terms and mileage amounts via email starting
on May 1st, 2014 stating his current lease ended in June. All lease
quotes to him were based on 36 months /12,000 miles per year, as per his
request. Late in May Mr [redacted]
finally came into the dealership to test drive the WRX and wanted a very
specific color ( Dark Gray metallic) which we did not have in stock. Since he was very payment conscious we suggested
he be flexible on the color to be able to take advantage of the current lease
programs in effect. Mr [redacted] declined as he was focused on the specific
color. We did explain to him that we
would not know the actual lease payment would be until the vehicle arrived if
we were to order one, as it would depend on the lease programs available to us
at that time.
After placing his
deposit on the ordered vehicle, Mr [redacted] saw an advertised lease on our
website for $349 per month for 42 months with $0 down and at 10,000 miles per
year for a 2015 WRX. This special was on
a car currently in stock which had been offered to him, but he declined as it
was not the color he wanted. The Ad
clearly states that “ordered vehicles” were excluded.
We were able to locate the right color at another dealership
for him so he could take advantage of the current programs in place, but he
declined as we could not offer him the $349 payment on a 36 month lease with
12,000 miles per year for the same price advertised on the 42 month 10,000 mile
per year lease. We worked with him to
absorb his last months payment on his currently leased vehicle as well, but Mr
[redacted] was not flexible off of the $350 payment with the shorter term and
higher mileage allowance.
There was nothing false or misleading about our dealings
with Mr [redacted]. When leasing a
vehicle we control the selling price. The lending institution controls the
residuals and interest rates/ money factors associated with the various terms
and mileage limits of that lease. To
have reached the payment Mr [redacted] wanted WITH the term and mileage amount
he wanted we would have had to sell the product at a loss and were unwilling to
do so.
We were upfront at all times about the vehicle ,pricing and
lease options. We offered multiple options for him to be able to get the
vehicle he desired at a budget he felt he could afford but were unable to do
so. ...⇄Sincerely, ...⇄
[redacted]
Revdex.com, Inc
100 Bryant Woods South
Amherst, NY 14228
Attn: [redacted], Complaint Handler
Dear [redacted],
In regard to the complaint from [redacted] with an ID of [redacted]
We did receive a copy of this complaint from [redacted]...
[redacted] on April 21st. We responded promptly because when he left here after his last visit he shook the Service Managers hand and we thought he was satisfied. I have attached a copy of the letter sent to [redacted] on 4/21/14, which he should have received last week.
Please let us know if we can provide you with any further assistance in this matter.
Sincerely,
[redacted]
Cc: [redacted]
[redacted]
[redacted]
07/12/14
Dear [redacted],
In regards to the
complaint from [redacted] with an ID of [redacted]
Mr [redacted]’s vehicle deposit was refunded via check after receiving
his complaint. When we receive a deposit via check and need to refund it, we do
hold that refund for 10 business days to make sure the original check has
cleared into our accounts. We are sorry
this was not explained to Mr [redacted] when he cancelled the transaction.
Also, as a policy, we deposit to our bank all forms of cash,
checks etc on a regular basis and do not “hold” them. We take a lot of care to
make sure customer vital and or personal information is secured at all times.
Although Mr [redacted]s father would not assist him in
securing the preferred pricing a factory employee receives at the dealership,
we had appealed to our factory representative and had obtained that for him,
but he declined. We hope he and his wife
enjoy their new vehicle. ...⇄ Sincerely,
[redacted] Goldstein
Auto Group
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.
While Goldstein offering me a new rim sounds generous, I would like to state that after the test drive my car did not handle properly, and still doesn't. There is a vibration in the steering wheel that can be felt through the floor on occasion that wasn't there prior to my visit to Goldstein. When I took the car to another dealership, upon Dodge's request, the other dealership informed me that there are marks present on my rims that are consistent with an impact. They also informed me that Goldstein's attempt to fix my alignment was insufficient and they had to fix it themselves. The Dodge Corporation backed out of the warranty claim on the front of the car because [redacted] said that it was obvious that the damage was caused by someone hitting something; which rules out manufacture defect. Meanwhile, Goldstein attempted to claim that it was a manufactures defect that caused the problem. These conflicting findings left me responsible for the bill to fix the front end alignment on my vehicle. The evidence that [redacted] presented, to both the Dodge Corporation and I, shows that there was something that went wrong during the period of time that my car was left in Goldstein's possession. I should not have to pay for a car that was damaged by a technician during an unauthorized test drive. I chose Goldstein as my dealership with which to purchase my first new car because my research indicated that they were a trustworthy and reputable business. I was not anticipating a situation where my brand new car would be at risk of incurring damage for what was supposed to be a routine monthly maintenance service, complementary of Goldstein. I didn't go to Goldstein to purchase a new car just for it to be mistreated by a technician and in an effort for them to save face, commit libel by placing blame on me for the damage. A vehicle that is only a month old should not have left the dealership with far worse problems then it had entered with. Therefore, I should be reimbursed for the bill that came from [redacted] a dealership that I was advised to go to by the Dodge Corporation, for repairs to my alignment, which were only necessary due to Goldstein's technician's negligence during their test drive. An acceptable remedy would be to either replace the vehicle in its entirety, a new car of the same year, due to Goldstein's assessment which stated that the observed damages were the result of a manufacturer's defect (i.e. the Dodge Corporation's fault) and existed before the vehicle was even shipped to their dealership; "It came off the truck that way." I did not enter into a binding contract with Goldstein just for them to take advantage of the fact that I have no choice but to use them if I wish to remain eligible for their warranties. I don't want to pay $30,000.00 over the course of 75 months for a car that was ruined by a technicians negligence. The other possible remedy that I would find acceptable would be for Goldstein to replace the front end of my car to ensure that any complications that may arise in the future due to the technicians irresponsible actions would be countered. By front end I mean; ALL steering, wheel, and suspension components. By providing full reimbursement for [redacted]'s alignment repair bill coupled with one out of the two resolutions stated above, a new car or new front end, my trust in the Dodge Corp[oration as well as Goldstein Automotive Group would be reinstated. It is not unreasonable for me to expect Goldstein to assume responsibility for one of their technicians while also asking for the damaged product to be fully repaired or replaced.
Regards,
[redacted]
I recently leased a 17 WRX STI from Anne @Subaru Goldstein in Albany. She was non pressure with her approach which I greatly appreciated, coming from a sales profession myself. It was a very smooth transaction from start to finish, offered a great warranty to back their product without pressuring some nonsense extended warranty. The guy who helped me finance the vehicle was also very helpful himself and put my needs before his own when offering different oil packages for the vehicle. I will be back with my wife when she is ready to purchase another vehicle and it will certainly be from Anne again. Thank's Subaru for restoring faith in the retail car shopping experience.
-[redacted]
[redacted]
[redacted]
[redacted]
May 6,2014
Revdex.com
100 Bryant Woods South
Amherst, NY 14228
Attn: [redacted], Complaint Handler
RE: complaint # [redacted]
Dear [redacted]:
Thank you for handling this case and sending along the response from [redacted]. They had responded to me by mail as well. I'll address the combined responses here (the one they
sent to you, and the one they sent to me).
First ofall, when you spend $12,500 on a vehicle at a Subaru shop, even if it is a used vehicle, you don't want to be told "We're not a Honda shop" when questioning how an oil change could have been done improperly. Ironically there was an "Another Goldstein" sticker on the back ofthis vehicle, so it really was a part of the Goldstein "family" (I've since removed the sticker. A lot of good it did me).
They claim I shook the mechanic's hand after the second oil change, the one that was finally done correctly, and that somehow this meant I was satisfied. Well, it only meant I was happy that someone from Goldstein finally did the oil change correctly (to recap: they never reset the oil indicator meter the first time the say they did the oil change).
Here's the thing: if they have a mechanic on staffwho knows how to properly do an oil change on a Honda Odyssey, why wasn't it done correctly the first time? What wasn't the oil light meter reset? OK, they overlooked it, as they say. But to keep the warrantee in place at Goldstein, you have to pay them to do the oil changes. Do you think I have faith that they can do the next oil change correctly? They say they have a VIP note in their system for when I come in next, reminding them what to do. But a good, professional shop would know how to do the oil changes properly on a Honda Odyssey without any special note or reminder. There are plenty of Odysseys around, it's not like there's anything unusual about them. Heck, they could call their other dealership to find out the procedure, you would think.
The best resolution in this matter, based on how unhappy I am, was for them to let me return the vehicle after four days of ownership. Their manager told me that I couldn't return it because "the papers already went to DMV," but this is a lie. They can take a vehicle back if they want to. Get this: I was willing to pay them SI 00/day for the four days I used the vehicle, just to never have to deal with them again, and they refused it. Ridiculous. I'll bet $400 is about what they make on a new car sale, and they could have had it for doing nothing.
Instead of taking the car back, they are telling me I have two free oil changes coming.
This means I have to deal with them at least two more times. Let me give you an example of what dealing with Goldstein is like:
When they finally did the oil change correctly, I was called to the service counter. There, the nice, friendly lady announced that it would cost $39.95. Remember, this was the do-over oil change to correct the problems with the original oil change they say they did. When I told her this was supposed to be free, she then apologized loudly so that everyone could hear it. She then told me to go outside because the car would be "out front." Mind you, it was raining cats and dogs at the time. I go outside and walk over their entire parking lot, in the rain, with no sign of the car. Then I go back inside, dripping wet, and a guy comes out and tells me they took the car to the car wash. So why did she tell me it was "out front" when it wasn't? And who washes a car in the pouring rain? This is why I have no use for two free oil changes. The thought of going through all this again makes my physically ill.
Finally, when I pointed out to them that the little sticker that they put on the upper left inside windshield, reminding you when to come back for the next oil change, was installed on my car after the second oil change, but not the first, indicating to me that they never in fact did the first oil change, they told me that the "detailer" removed it when he cleaned the car prior to delivering it to me. Does this make sense to you? Why would a Goldstein employee remove a Goldstein oil change sticker? Wouldn't they want me to know when to come back again? It just doesn't add up.
Believe it or not I have lost plenty of sleep over these issues. Honestly I hope to be rid of the vehicle before the next oil change is due. In a perfect world they would have bought the thing back from me. That would have been the best outcome based on all the nonsense I've had to deal with.
Oh, one more thing: the same manager who lied to me by saying I couldn't return the car because "the papers already went to DMV" also told me I can tell ifthe oil has been changed on a
car by looking at the oil filter. Yes, you read that right - by looking at the oil filter, you can tell whether or not the oil on a car has been changed. Presumably, he means that if it's dirty it hasn't
been changed - I mean I'm guessing here because the whole idea is so stupid. Right now I own a Ford Focus where the oil filter is so buried that it looks the same after 5,000 miles as it does
when you put it in. The fact that a manager at Goldstein would say this to a customer tells you all you need to know about why I do not look forward at all to dealing with them anymore.
Thank you again for your help in this matter.
Sincerely,
[redacted]
###-###-####
I loved my experience with Goldstein Auto Group. They got me a great deal on my minivan and I am so happy. They were patient, polite and always helpful. I recommend Goldstein Auto Group to anyone looking to purchase a new or used car, truck, or van. - [redacted]
Stand up company that went out of the way to help my family with a warranty issue. Can't thank Goldstein Buick GMC enough. Especially Jeff Stone the Service Manager. They have earned a new customers for years to come.
In Regards to complaint [redacted].
May 27, 2015
This letter is in regards to [redacted] and his 2004
Chrysler Town & Country VIN#[redacted]. Upon initial phone conversation...
with Mr.
[redacted] I received a voicemail as to his problem and that it should be covered
under warranty, and if it was not he would sue Goldstein, if his wife and child
were injured in an accident. After
listening to the message I returned his call and discussed the issue that he
was having with his vehicle. He explained that the belt did not latch. I explained
that the vehicle was out of warranty and we would have to check the belt
operation as sometimes change falls out of your pockets and into the latch
causing it to be inoperable. He agreed and said that he would call back for an
appointment. At that point I was able to
verify that I could get parts coverage only through Chrysler, no labor.
On May 22, 2015 his wife brought the vehicle in and the
repair order stated that the driver’s side seat belt did not retract. On this day our technician came to me and he
was unable to duplicate the customer concern. I explained to him that I was
told it was a latching issue with the belt.
I inspected the belt operation with the technician and could not find
any issue with seatbelt. At that time Mrs. [redacted] left with the vehicle. After
his wife left Mr. [redacted] called and spoke with me about the seatbelt not
catching when the brakes are applied. I
replied this is not what we discussed on the previous conversation and we did
not check the seat belt for that concern, we would have to road test the
vehicle for that concern. Mr. [redacted] did not agree with that option so again he
threatened a lawsuit.
I did get frustrated as Mr. [redacted] continued to threaten with
a lawsuit; he said “It is not a threat.”
I added that I felt it was and his vehicle has been out of warranty by 7
years as the in service date was
5/20/2004 and expired 5/20/2007. At that point I explained that his
threats of lawsuit should be directed at Chrysler Corporation, not
Goldstein. He said he was going to file with the RevDex.com. I explained to him that
I wanted to resolve his issue but he hung up the phone. At that point I thought it would be best if
my Assistant Service Manager call Mr. [redacted] to try to resolve his issue. She left 2 messages, with no return call.
I always try to satisfy all customer needs when they come in
for service. We strive for our customers
to have a great customer service experience, but after many threats of lawsuit
I was no longer able to maintain my composure with Mr. [redacted] as I was doing him
a favor in trying to cover the repair under warranty. Chrysler has no set policy to extend the
warranty on seatbelts.
In addition, we ask that the customer immediately begin a
new service relationship with another Chrysler dealership due to the liability
of the seatbelt concern (customer has declined any further diagnosis), as well
as a strained relationship here at Goldstein Chrysler Jeep Dodge Ram.
Sincerely,
[redacted]
Service Manager
Goldstein Chrysler Jeep Dodge Ram
###-###-####
Revdex.com:
I have reviewed the response. I spoke to the asst mgr and he made mention of the incorrect home phone number. Whats unfortunate, is that I purchased the vehicle new(in 2011)from this dealership and had all scheduled maintenance done at the Latham location. The dealership had 3 methods of contact for me, home#, cell# and email address. The asst mgr decided not to go the extra step when trying to contact me, instead only used the incorrect # that he states he tried several times to reach me.
As mentioned to the asst mgr, if the vehicle were brought in again it would be the 3rd time that they are looking to resolve the initial problem. The last time they had the vehicle for an entire day, offering me a loaner vehicle with no cost to me. That turned out to be incorrect as I had to refill the used gas.
I have already informed the dealership that I have decided to go elsewhere for all other scheduled maintenance and the 2 outstanding recall notices.
Please go ahead and close/archieve this case. Thank you.
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.
The deposit was very specifically placed to, in their words, "request the vehicle to be included in their next inventory shipment." As it was explained to me while at the dealership, Subaru does not allow you to order vehicles, they build what they want, and distribute them accordingly. Dealers can opt to de-accessorize as needed, and they can put in requests for specific colors/models to be included in their next shipment. Subaru can either accept, reject, or delay that request as needed based upon national demand. This does not constitute an "ordered vehicle" as Subaru is is not promising or guaranteeing the vehicle, to be designated or purchased buy any buyer in particular. The dealer requests a vehicle, the vehicle is delivered to the dealers lot, the dealer can then opt to sell the vehicle to the person of its choosing.
Their advertising clearly stated "in stock vehicles only." Had they decided to proceed with our agreement, the vehicle would have been delivered at some point, been "in stock" and whatever lease promotion was in play at that time would have been applied to this vehicle, as requested. When I requested information on why my quoted price was so much higher than their advertised price, I was told it was because the vehicle was in high demand. A $50 per month price difference does not justify a 2,000 mile per year increase on a lease. In fact, the math works out to about $10 per month difference based on Subaru Financials own depreciation percentages etc. As confirmed by another local dealership.
The issue is not that I was requesting the vehicle to be sold at a loss (which is not true, considering another local dealership has already sold me a vehicle at the price I requested), but rather they preferred to hold onto the vehicle, and sell it so someone at a higher cost for higher profit, than honoring their advertised pricing and requesting the vehicle I put a deposit on to be delivered from Subaru. As a US based dealership, I understand they have the right to refuse business to whoever they'd like. They should not however be able to go back on a verbally agreed upon sale and refuse to adhere to their own policies/advertisements.
Additionally, as confirmed by their last response (and many other reviews on line I've now seen), its quite sad it takes a Revdex.com action to actually receive a refund, I await confirmation by my financial institution.
Regards,
[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.
At no time did I threaten to 'sue'. Not in a recorded message, not after Goldstein failed to inspect the restraint mechanism; Goldstein should listen better. Both to the recorded messages, and the customer while they are on the phone. Again, I recommend Mr. Goldstein counsel Mr. [redacted]. He would not let me speak, was rude and contentious, and is adamant about me threatening them (though I hold them responsible for failing to properly perform a safety inspection).
I did receive 1 message from the Goldstein company, and as I requested and is documented in the Revdex.com record, I prefer written communication (Ie: see letter as written response). The reason for this is that Goldstein has issues with verbal/spoken communication. Mr. [redacted] has shown his lack of care and customer service, in his dismissal of my family in his last paragraph.
I am extending my complaint beyond the scope of pure service issues, and now include Goldstein's poor customer service, as demonstrated by this letter. It should be on record that they have no patience or consideration of the customer as demonstrated by their leadership (or lack there of).
My complaint is not resolved, and the email they sent the Revdex.com is proof that they do not wish to resolve this matter (see last paragraph of their initial response).
I thank the Revdex.com for their service to consumers, it is an outstanding help to us (the consumer) and often a difficult task at times.
Regards,
[redacted]
This letter is in response to the complaint # ***from
*** *** regarding his Dodge Dart
On 7/16/Goldstein’s performed a one month service and
inspected it for an engine noiseAt that time we explained to Mr***
that
the engine sounds like all other Dodge Darts with the same engine. We washed his vehicle, upon receiving his vehicle
back he came back into the dealership and accused us of chipping his door and
many fine scratches in the clear coat of the paintWe did find road tar on the
drivers door and several fine scratches in the clear coat and we did remove
them with a rubbing compoundAlthough Goldstein’s does not believe we in any
way damaged his vehicle we agreed to fix to satisfy the customerAfter leaving
again Mr*** came back with an alignment issue and said that we caused
this while road testing his vehicle. We
did confirm a slight drift to the right and realigned the vehicle under his
warranty. We were unable to road test
the vehicle as Mr.*** removed his plates as he did not trust us with his
vehicle. If Mr*** has damage to
his wheel he should come and see me ( Ed S) and if there is damage we will
replace it, although we did not road test the vehicle the second time and it
was not noted when Mr*** was outside going over his vehicle with my
assistant ( Crystal B)We in no way believe we are responsible for the
damage to the wheel but if necessary we will replace Mr.***’s wheel free of
charge
Goldstein’s always has the customers best interest in mind
but we do ask that Mr*** locate another Dodge dealership to service his
Dodge Dart due to his complete lack of trust of Goldstein
Sincerely,
Edwin S
10/3/
Dear ***,
In regards to the
complaint from *** *** with an ID of ***
We did perform repairs and adjustments to correct
Mr*** leak complaint on 8/11/At that time adjustments were made for the sunroof
for proper fit and we also cleaned and repaired the sunroof drain. In addition, Mr*** had a 50,mile
maintenance service, a software update to correct an indicator light on the
dash and a recall performedAt the time of the sunroof adjustment/repair we
performed a water test on the sunroof and did not find any leaks
As Mr *** stated he returned on 8/15/for the warning
light and the leak near the drivers door.
We were unable to duplicate the issue with the warning light and the
technician stated there were no other adjustments available to be made to the
sunroof and that the sunroof glass panel itself may have flexed out of it’s
original shape
Our staff has tried to contact Mr *** since his call of
8/21/regarding the repair, but due to a typo in a phone number in one of our
systems, no contact was madeSince receiving the complaint from you we have contacted Mr
*** and offered to re-inspect his vehicle to try and find a solution to his
leak, but Mr *** is not willing to bring the vehicle in. We do stand by our work and would like to
rectify the issue, but cannot do that without access to the vehicleWe are
also unable to refund his repair cost without being able to duplicate his
complaint or an opportunity to correct it
Sincerely,
** *** Goldstein
Auto Group
Revdex.com, Inc
Bryant Woods South
Amherst, NY
Attn: *** ***
In Regards to complaint
Verdana, sans-serif;">*** 11/12/15
In regards to Complaint # *** for *** ***
The *** did have an appointment on the 23rd for recalls to
be performed on their vehicleHowever, at the time they dropped off their
vehicle for the recalls The *** also stated other concerns with their
vehicle that they asked us to look intoThese concerns were: a check engine light and an issue with the
vehicle not starting intermittently.
These additional concerns led to additional time being needed to repair
the vehicleThere was indeed an expense involved as the concerns were not covered by any warranty or service contract
On Saturday the 24th, their service advisor, Crystal B*** did
contact Mr*** * about the work needed to address their concernsThis
included a replacement of the EGR Valve and the Starter At that time, Mrs*** gave authorization
for the repairs to be performed During
that conversation Crystal did indeed inform
the customer that we would have to order parts and that the vehicle would be
ready for pickup on Tuesday.
We apologize if the timeline was not clear to the customer,
but we do not get factory parts deliveries on Monday’s. Since receiving this complaint from you, we
have contacted the customer and offered them to bring the vehicle back in so we
can address their concerns with the repair, but they have refused.
Being in business for over years, we stand by our work
Also, the *** starter we installed comes with a year or 24,mile
warrantyUnfortunately, if the customer is not willing to bring the vehicle
back in we cannot verify any needed repairs.
Since the work was needed and authorized, we are not willing to refund
the cost of the repairs
Again, our offer still stands, we will bring the vehicle
back in and diagnose any current conditions
Sincerely,
Ed ***
Fixed Operations Director
Goldstein *** Jeep Dodge Ram
Revdex.com, Inc
* our sales manager spoke to
Bryant Woods South
Amherst, NY
Attn: *** *** In Regards to complaint *** 9/18/
class="MsoNormal">
In regards to Complaint # *** for *** ***.
We have contacted Mr *** and will be reimbursing him $for the
antifreeze and air filter for the used *** he purchased from us. Frank F
him and did explain that although we like to pass along as many keys as
possible to a new owner of a used vehicle, we are limited by the amount of keys
given to us by the previous owner of a vehicle traded in. We are reaching out to the previous owner to
see if they still have any remaining keys that they may have overlooked when
trading in their car
We hope we can regain Mr ***’s faith in our business and
look forward to being able to serve him in the future
DJ M***
Goldstein Auto Group
RevDex.com Inc
Bryant woods South
Amherst, NY
Attn: ***, Complaint handler
Dear
***,
Thank you for getting back to me regarding the *** *** complaint with an
ID of ***
I did receive *** ***’s response to our previous reply and the letter sent
to him from us (copied below) on April 21st,2014. It appears we cannot allay *** ***’s
fears that the oil change was actually done on the vehicle he purchased prior
to his taking delivery of it
Since we do
still value his business, we would like to offer an alternative for him to
maintain his Goldstein warranty. When a
customer lives more than miles away from our dealership they can maintain
their warranty by having all of their maintenance done at another certified
facility and or dealership as per the manufacturer requirements
If *** *** maintains his Honda and keeps all the records he will be able to keep
the vehicle qualified for the lifetime warranty. Please note, this does not allow him to perform
his own maintenanceDoing his own maintenance would void the warranty as would
a lack of receipts and repair orders showing all the required maintenance was
performed at a certified facility or dealership
In addition,
we did offer free oil changesIf he has them performed at another facility
and sends us the receipts, we will reimburse him for the oil changes. We are sorry for the oversight in resetting
his oil life monitor and understand we cannot regain his confidenceWe hope
this will allow *** *** to enjoy his vehicle
** ***
Goldstein
Auto Group
April 21,
*** ***
*** *** ***
*** *** *** ***
*** ** ***
*** *** ***
*** *** ***
Dear *** ***,
I received your letter dated April 15,
regarding your Honda Odyssey
First of all I would like to apologize
for your frustration. I will outline all
your questions and
hopefully provide you with the answers
to make this a great relationship moving forward
Every
pre-owned vehicle no matter the year or miles has a pt inspection
done on it when it
arrives on our lotThis inspection
provides us with information as to if the vehicle will be retailed or brought
to auctionIf a vehicle will be retailed we automatically without question
replace engine oil and filter, check and top off all fluids and inspect and
complete all NYSI items, in addition to any repairs that need to be done on the
vehicle
We service many makes and models of
vehicles and your Honda Odyssey has an “oil light indicator”, something
that does not flash to be reset but is in the menu of the vehicles computer
system. When the person at the service
desk took the phone call and stated that “ we probably” changed the oil , but
we probably forgot to reset the oil life indicator “ they were making a statement prior to looking
at your fileIt was the initial phone conversation when they took the call
Upon further investigation by the
service manager he stated he was 100% sure the oil change was done and
apologized the light was not re-set.
You still felt that we did not do the oil change even with the
documentation we had
*** wanted to make sure you were % satisfied
and had a peace of mind of the completed oil change so he offered to do it
again At that time he put a factory filter and replaced the drain plug washer
We have also put a VIP notation in your
service file that we must reset oil light and use OEM (factory) gaskets for
future oil changes
As company policy every pre-owned
vehicle delivery goes out of our dealership with an oil change. Unfortunately I believe when the vehicle was
cleaned for the delivery the sticker may have been removed
I have included a copy of every repair
order from the day your vehicle has been in our store and when it was delivered
to youI have numbered them 1-
The first one is the trarepair
order showing everything we needed to do to prep the vehicle for the lotThis
includes the oil changeThe second one shows we sent it to Honda for a recall
to make sure the recall was taken care ofThe third,is the replacement of the
wiper blade, tires and front brakes and rotors4th is the delivery
Repair orderThe last one, # is the 2nd oil change that we did to
make sure you were satisfied that the oil change was done properly
We appreciate all our customers and strive
to make sure we take care of each person as an individual with individual needs. We warranty our vehicles because we take care
of our customers and vehicles in our shop for a Lifetime!
I would like to earn your trust back by
offering to pay for your next two oil changesWe will make sure the light is
re-set and answer all of your individual needs
I sincerely apologize for your
frustration and lack of clear, concise answers
I hope to make this a great relationship
moving forward
Sincerely ,
*** ***
CC:
*** ***
*** ***
*** ***
Revdex.com, Inc
Bryant Woods South
Amherst, NY
Attn: *** ***
2/16/15Dear Lou Anne, In regards to the
complaint from *** *** with an ID# of
***
Ms *** brought her vehicle to us to diagnose a concern she
had with the vehicle not starting. At
the time she brought the vehicle in, it was running and would re-startWe did
perform a battery service on the vehicle to see if the battery was operating as
per specification and it tested at CCA (cold cranking amps) when rated at
CCA. We were not unable to find any
issues with the battery, nor did we find any fault codes when linked to the
PCM. When Ms *** had the vehicle
“jumped” more than likely this cleared any codes in the system. It is possible that something was left on
which caused the battery to lose its charge
Ms *** does have a service contract on her vehicle with a $deductible,
and our advisor was trying to save Ms *** the higher amount by only charging
the cost of the battery test itself. We
will not refund the cost of the battery test, as we did try to diagnose the
issue and perform this service to the vehicle as per the customer’s request.
I would also like to clarify for Ms ***, that our technicians are not paid by
***, as they are employees of Goldstein *** *** *** ***. The business does charge for its services to
be able to continue doing business and compensate its employees
Sincerely
** *** Goldstein
Auto Group
Revdex.com, Inc
100 Bryant Woods South
Amherst, NY 14228
Attn: [redacted] , Complaint Handler
class="MsoNormal"> �...⇄ 3/11/14
Dear [redacted],
In regards to the
complaint from [redacted] / [redacted] with an ID of [redacted].
We met with [redacted] (mother of [redacted]) and inspected the
damage to the BMW. Although we are not sure how the damage occurred, we have
made arrangements with our body shop for the car to be repaired. I understand that the customer will bring the
vehicle in for work once the weather warms up.
As for the complaints regarding the vent clip and cup
holder. The customer stated in the complaint that requests were made at time of
sale to repair these items. Please note,
this vehicle was not purchased from us and these repairs need to be arranged
with [redacted] who sold the car originally to [redacted]
...⇄ Sincerely,
...⇄ [redacted]
...⇄ Service Director ...⇄ ...⇄ Goldstein Chrysler Jeep Dodge
Revdex.com, Inc 100 Bryant Woods South Amherst, NY 14228 Attn: [redacted] In regards to Complaint # [redacted] ...
Ms. [redacted] purchased the 2015 [redacted] on 12/1/15 and at that time opted to also purchase a maintenance agreement that also incorporated our appearance package which included an exterior chemical paint protection and interior chemical fabric protection package. This was applied to the vehicle upon delivery. Since this package was applied to the vehicle and is not removable, the $498 is non- refundable and is not a pro rata product. In reference to when the contract was officially in effect, the contract was dated 12/1/15 and although TD Auto Finance may not have cashed the contract until 12/15/15, the effective date of the contract was 12/1/15. With that being said, being that the cancellation was just outside of the 30 day window, we are willing to refund the portion that was calculated at the 30% cancellation fee, $270.23, however we cannot refund for the paint and fabric protection. If there are any questions on the contracts, we will be happy to provide copies of them.[redacted]General ManagerGoldstein Chrysler Jeep Dodge Ram
Revdex.com, Inc
100 Bryant Woods South
Amherst, NY 14228
Attn: [redacted], Complaint Handler
class="MsoNormal"> �...⇄ 6/16/14
Dear [redacted],
In regards to the
complaint from [redacted] with an ID of [redacted].
Mr [redacted]’s vehicle deposit was refunded to his credit
card on 6/12/14. We are sorry this was not done sooner. As for the rest of Mr
[redacted]’s complaint and accusation of false advertising, we absolutely did
not mislead Mr [redacted]. Following is
an outline of the events.
Mr [redacted] inquired about a 2015 Subaru WRX lease and
discussed various WRX models and lease terms and mileage amounts via email starting
on May 1st, 2014 stating his current lease ended in June. All lease
quotes to him were based on 36 months /12,000 miles per year, as per his
request. Late in May Mr [redacted]
finally came into the dealership to test drive the WRX and wanted a very
specific color ( Dark Gray metallic) which we did not have in stock. Since he was very payment conscious we suggested
he be flexible on the color to be able to take advantage of the current lease
programs in effect. Mr [redacted] declined as he was focused on the specific
color. We did explain to him that we
would not know the actual lease payment would be until the vehicle arrived if
we were to order one, as it would depend on the lease programs available to us
at that time.
After placing his
deposit on the ordered vehicle, Mr [redacted] saw an advertised lease on our
website for $349 per month for 42 months with $0 down and at 10,000 miles per
year for a 2015 WRX. This special was on
a car currently in stock which had been offered to him, but he declined as it
was not the color he wanted. The Ad
clearly states that “ordered vehicles” were excluded.
We were able to locate the right color at another dealership
for him so he could take advantage of the current programs in place, but he
declined as we could not offer him the $349 payment on a 36 month lease with
12,000 miles per year for the same price advertised on the 42 month 10,000 mile
per year lease. We worked with him to
absorb his last months payment on his currently leased vehicle as well, but Mr
[redacted] was not flexible off of the $350 payment with the shorter term and
higher mileage allowance.
There was nothing false or misleading about our dealings
with Mr [redacted]. When leasing a
vehicle we control the selling price. The lending institution controls the
residuals and interest rates/ money factors associated with the various terms
and mileage limits of that lease. To
have reached the payment Mr [redacted] wanted WITH the term and mileage amount
he wanted we would have had to sell the product at a loss and were unwilling to
do so.
We were upfront at all times about the vehicle ,pricing and
lease options. We offered multiple options for him to be able to get the
vehicle he desired at a budget he felt he could afford but were unable to do
so.
...⇄ Sincerely, ...⇄
[redacted]
Revdex.com, Inc
100 Bryant Woods South
Amherst, NY 14228
Attn: [redacted], Complaint Handler
Dear [redacted],
In regard to the complaint from [redacted] with an ID of [redacted]
We did receive a copy of this complaint from [redacted]...
[redacted] on April 21st. We responded promptly because when he left here after his last visit he shook the Service Managers hand and we thought he was satisfied. I have attached a copy of the letter sent to [redacted] on 4/21/14, which he should have received last week.
Please let us know if we can provide you with any further assistance in this matter.
Sincerely,
[redacted]
Cc: [redacted]
[redacted]
[redacted]
...
07/12/14
Dear [redacted],
In regards to the
complaint from [redacted] with an ID of [redacted]
Mr [redacted]’s vehicle deposit was refunded via check after receiving
his complaint. When we receive a deposit via check and need to refund it, we do
hold that refund for 10 business days to make sure the original check has
cleared into our accounts. We are sorry
this was not explained to Mr [redacted] when he cancelled the transaction.
Also, as a policy, we deposit to our bank all forms of cash,
checks etc on a regular basis and do not “hold” them. We take a lot of care to
make sure customer vital and or personal information is secured at all times.
Although Mr [redacted]s father would not assist him in
securing the preferred pricing a factory employee receives at the dealership,
we had appealed to our factory representative and had obtained that for him,
but he declined. We hope he and his wife
enjoy their new vehicle.
...⇄ Sincerely,
[redacted] Goldstein
Auto Group
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.
While Goldstein offering me a new rim sounds generous, I would like to state that after the test drive my car did not handle properly, and still doesn't. There is a vibration in the steering wheel that can be felt through the floor on occasion that wasn't there prior to my visit to Goldstein. When I took the car to another dealership, upon Dodge's request, the other dealership informed me that there are marks present on my rims that are consistent with an impact. They also informed me that Goldstein's attempt to fix my alignment was insufficient and they had to fix it themselves. The Dodge Corporation backed out of the warranty claim on the front of the car because [redacted] said that it was obvious that the damage was caused by someone hitting something; which rules out manufacture defect. Meanwhile, Goldstein attempted to claim that it was a manufactures defect that caused the problem. These conflicting findings left me responsible for the bill to fix the front end alignment on my vehicle. The evidence that [redacted] presented, to both the Dodge Corporation and I, shows that there was something that went wrong during the period of time that my car was left in Goldstein's possession. I should not have to pay for a car that was damaged by a technician during an unauthorized test drive. I chose Goldstein as my dealership with which to purchase my first new car because my research indicated that they were a trustworthy and reputable business. I was not anticipating a situation where my brand new car would be at risk of incurring damage for what was supposed to be a routine monthly maintenance service, complementary of Goldstein. I didn't go to Goldstein to purchase a new car just for it to be mistreated by a technician and in an effort for them to save face, commit libel by placing blame on me for the damage. A vehicle that is only a month old should not have left the dealership with far worse problems then it had entered with. Therefore, I should be reimbursed for the bill that came from [redacted] a dealership that I was advised to go to by the Dodge Corporation, for repairs to my alignment, which were only necessary due to Goldstein's technician's negligence during their test drive. An acceptable remedy would be to either replace the vehicle in its entirety, a new car of the same year, due to Goldstein's assessment which stated that the observed damages were the result of a manufacturer's defect (i.e. the Dodge Corporation's fault) and existed before the vehicle was even shipped to their dealership; "It came off the truck that way." I did not enter into a binding contract with Goldstein just for them to take advantage of the fact that I have no choice but to use them if I wish to remain eligible for their warranties. I don't want to pay $30,000.00 over the course of 75 months for a car that was ruined by a technicians negligence. The other possible remedy that I would find acceptable would be for Goldstein to replace the front end of my car to ensure that any complications that may arise in the future due to the technicians irresponsible actions would be countered. By front end I mean; ALL steering, wheel, and suspension components. By providing full reimbursement for [redacted]'s alignment repair bill coupled with one out of the two resolutions stated above, a new car or new front end, my trust in the Dodge Corp[oration as well as Goldstein Automotive Group would be reinstated. It is not unreasonable for me to expect Goldstein to assume responsibility for one of their technicians while also asking for the damaged product to be fully repaired or replaced.
Regards,
[redacted]
I recently leased a 17 WRX STI from Anne @Subaru Goldstein in Albany. She was non pressure with her approach which I greatly appreciated, coming from a sales profession myself. It was a very smooth transaction from start to finish, offered a great warranty to back their product without pressuring some nonsense extended warranty. The guy who helped me finance the vehicle was also very helpful himself and put my needs before his own when offering different oil packages for the vehicle. I will be back with my wife when she is ready to purchase another vehicle and it will certainly be from Anne again. Thank's Subaru for restoring faith in the retail car shopping experience.
-[redacted]
[redacted]
[redacted]
[redacted]
May 6,2014
Revdex.com
100 Bryant Woods South
Amherst, NY 14228
Attn: [redacted], Complaint Handler
RE: complaint # [redacted]
Dear [redacted]:
Thank you for handling this case and sending along the response from [redacted]. They had responded to me by mail as well. I'll address the combined responses here (the one they
sent to you, and the one they sent to me).
First ofall, when you spend $12,500 on a vehicle at a Subaru shop, even if it is a used vehicle, you don't want to be told "We're not a Honda shop" when questioning how an oil change could have been done improperly. Ironically there was an "Another Goldstein" sticker on the back ofthis vehicle, so it really was a part of the Goldstein "family" (I've since removed the sticker. A lot of good it did me).
They claim I shook the mechanic's hand after the second oil change, the one that was finally done correctly, and that somehow this meant I was satisfied. Well, it only meant I was happy that someone from Goldstein finally did the oil change correctly (to recap: they never reset the oil indicator meter the first time the say they did the oil change).
Here's the thing: if they have a mechanic on staffwho knows how to properly do an oil change on a Honda Odyssey, why wasn't it done correctly the first time? What wasn't the oil light meter reset? OK, they overlooked it, as they say. But to keep the warrantee in place at Goldstein, you have to pay them to do the oil changes. Do you think I have faith that they can do the next oil change correctly? They say they have a VIP note in their system for when I come in next, reminding them what to do. But a good, professional shop would know how to do the oil changes properly on a Honda Odyssey without any special note or reminder. There are plenty of Odysseys around, it's not like there's anything unusual about them. Heck, they could call their other dealership to find out the procedure, you would think.
The best resolution in this matter, based on how unhappy I am, was for them to let me return the vehicle after four days of ownership. Their manager told me that I couldn't return it because "the papers already went to DMV," but this is a lie. They can take a vehicle back if they want to. Get this: I was willing to pay them SI 00/day for the four days I used the vehicle, just to never have to deal with them again, and they refused it. Ridiculous. I'll bet $400 is about what they make on a new car sale, and they could have had it for doing nothing.
Instead of taking the car back, they are telling me I have two free oil changes coming.
This means I have to deal with them at least two more times. Let me give you an example of what dealing with Goldstein is like:
When they finally did the oil change correctly, I was called to the service counter. There, the nice, friendly lady announced that it would cost $39.95. Remember, this was the do-over oil change to correct the problems with the original oil change they say they did. When I told her this was supposed to be free, she then apologized loudly so that everyone could hear it. She then told me to go outside because the car would be "out front." Mind you, it was raining cats and dogs at the time. I go outside and walk over their entire parking lot, in the rain, with no sign of the car. Then I go back inside, dripping wet, and a guy comes out and tells me they took the car to the car wash. So why did she tell me it was "out front" when it wasn't? And who washes a car in the pouring rain? This is why I have no use for two free oil changes. The thought of going through all this again makes my physically ill.
Finally, when I pointed out to them that the little sticker that they put on the upper left inside windshield, reminding you when to come back for the next oil change, was installed on my car after the second oil change, but not the first, indicating to me that they never in fact did the first oil change, they told me that the "detailer" removed it when he cleaned the car prior to delivering it to me. Does this make sense to you? Why would a Goldstein employee remove a Goldstein oil change sticker? Wouldn't they want me to know when to come back again? It just doesn't add up.
Believe it or not I have lost plenty of sleep over these issues. Honestly I hope to be rid of the vehicle before the next oil change is due. In a perfect world they would have bought the thing back from me. That would have been the best outcome based on all the nonsense I've had to deal with.
Oh, one more thing: the same manager who lied to me by saying I couldn't return the car because "the papers already went to DMV" also told me I can tell ifthe oil has been changed on a
car by looking at the oil filter. Yes, you read that right - by looking at the oil filter, you can tell whether or not the oil on a car has been changed. Presumably, he means that if it's dirty it hasn't
been changed - I mean I'm guessing here because the whole idea is so stupid. Right now I own a Ford Focus where the oil filter is so buried that it looks the same after 5,000 miles as it does
when you put it in. The fact that a manager at Goldstein would say this to a customer tells you all you need to know about why I do not look forward at all to dealing with them anymore.
Thank you again for your help in this matter.
Sincerely,
[redacted]
###-###-####
I loved my experience with Goldstein Auto Group. They got me a great deal on my minivan and I am so happy. They were patient, polite and always helpful. I recommend Goldstein Auto Group to anyone looking to purchase a new or used car, truck, or van. - [redacted]
Stand up company that went out of the way to help my family with a warranty issue. Can't thank Goldstein Buick GMC enough. Especially Jeff Stone the Service Manager. They have earned a new customers for years to come.
In Regards to complaint [redacted].
May 27, 2015
This letter is in regards to [redacted] and his 2004
Chrysler Town & Country VIN#[redacted]. Upon initial phone conversation...
with Mr.
[redacted] I received a voicemail as to his problem and that it should be covered
under warranty, and if it was not he would sue Goldstein, if his wife and child
were injured in an accident. After
listening to the message I returned his call and discussed the issue that he
was having with his vehicle. He explained that the belt did not latch. I explained
that the vehicle was out of warranty and we would have to check the belt
operation as sometimes change falls out of your pockets and into the latch
causing it to be inoperable. He agreed and said that he would call back for an
appointment. At that point I was able to
verify that I could get parts coverage only through Chrysler, no labor.
On May 22, 2015 his wife brought the vehicle in and the
repair order stated that the driver’s side seat belt did not retract. On this day our technician came to me and he
was unable to duplicate the customer concern. I explained to him that I was
told it was a latching issue with the belt.
I inspected the belt operation with the technician and could not find
any issue with seatbelt. At that time Mrs. [redacted] left with the vehicle. After
his wife left Mr. [redacted] called and spoke with me about the seatbelt not
catching when the brakes are applied. I
replied this is not what we discussed on the previous conversation and we did
not check the seat belt for that concern, we would have to road test the
vehicle for that concern. Mr. [redacted] did not agree with that option so again he
threatened a lawsuit.
I did get frustrated as Mr. [redacted] continued to threaten with
a lawsuit; he said “It is not a threat.”
I added that I felt it was and his vehicle has been out of warranty by 7
years as the in service date was
5/20/2004 and expired 5/20/2007. At that point I explained that his
threats of lawsuit should be directed at Chrysler Corporation, not
Goldstein. He said he was going to file with the RevDex.com. I explained to him that
I wanted to resolve his issue but he hung up the phone. At that point I thought it would be best if
my Assistant Service Manager call Mr. [redacted] to try to resolve his issue. She left 2 messages, with no return call.
I always try to satisfy all customer needs when they come in
for service. We strive for our customers
to have a great customer service experience, but after many threats of lawsuit
I was no longer able to maintain my composure with Mr. [redacted] as I was doing him
a favor in trying to cover the repair under warranty. Chrysler has no set policy to extend the
warranty on seatbelts.
In addition, we ask that the customer immediately begin a
new service relationship with another Chrysler dealership due to the liability
of the seatbelt concern (customer has declined any further diagnosis), as well
as a strained relationship here at Goldstein Chrysler Jeep Dodge Ram.
Sincerely,
[redacted]
Service Manager
Goldstein Chrysler Jeep Dodge Ram
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Revdex.com:
I have reviewed the response. I spoke to the asst mgr and he made mention of the incorrect home phone number. Whats unfortunate, is that I purchased the vehicle new(in 2011)from this dealership and had all scheduled maintenance done at the Latham location. The dealership had 3 methods of contact for me, home#, cell# and email address. The asst mgr decided not to go the extra step when trying to contact me, instead only used the incorrect # that he states he tried several times to reach me.
As mentioned to the asst mgr, if the vehicle were brought in again it would be the 3rd time that they are looking to resolve the initial problem. The last time they had the vehicle for an entire day, offering me a loaner vehicle with no cost to me. That turned out to be incorrect as I had to refill the used gas.
I have already informed the dealership that I have decided to go elsewhere for all other scheduled maintenance and the 2 outstanding recall notices.
Please go ahead and close/archieve this case. Thank you.
Regards,
[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.
The deposit was very specifically placed to, in their words, "request the vehicle to be included in their next inventory shipment." As it was explained to me while at the dealership, Subaru does not allow you to order vehicles, they build what they want, and distribute them accordingly. Dealers can opt to de-accessorize as needed, and they can put in requests for specific colors/models to be included in their next shipment. Subaru can either accept, reject, or delay that request as needed based upon national demand. This does not constitute an "ordered vehicle" as Subaru is is not promising or guaranteeing the vehicle, to be designated or purchased buy any buyer in particular. The dealer requests a vehicle, the vehicle is delivered to the dealers lot, the dealer can then opt to sell the vehicle to the person of its choosing.
Their advertising clearly stated "in stock vehicles only." Had they decided to proceed with our agreement, the vehicle would have been delivered at some point, been "in stock" and whatever lease promotion was in play at that time would have been applied to this vehicle, as requested. When I requested information on why my quoted price was so much higher than their advertised price, I was told it was because the vehicle was in high demand. A $50 per month price difference does not justify a 2,000 mile per year increase on a lease. In fact, the math works out to about $10 per month difference based on Subaru Financials own depreciation percentages etc. As confirmed by another local dealership.
The issue is not that I was requesting the vehicle to be sold at a loss (which is not true, considering another local dealership has already sold me a vehicle at the price I requested), but rather they preferred to hold onto the vehicle, and sell it so someone at a higher cost for higher profit, than honoring their advertised pricing and requesting the vehicle I put a deposit on to be delivered from Subaru. As a US based dealership, I understand they have the right to refuse business to whoever they'd like. They should not however be able to go back on a verbally agreed upon sale and refuse to adhere to their own policies/advertisements.
Additionally, as confirmed by their last response (and many other reviews on line I've now seen), its quite sad it takes a Revdex.com action to actually receive a refund, I await confirmation by my financial institution.
Regards,
[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.
At no time did I threaten to 'sue'. Not in a recorded message, not after Goldstein failed to inspect the restraint mechanism; Goldstein should listen better. Both to the recorded messages, and the customer while they are on the phone. Again, I recommend Mr. Goldstein counsel Mr. [redacted]. He would not let me speak, was rude and contentious, and is adamant about me threatening them (though I hold them responsible for failing to properly perform a safety inspection).
I did receive 1 message from the Goldstein company, and as I requested and is documented in the Revdex.com record, I prefer written communication (Ie: see letter as written response). The reason for this is that Goldstein has issues with verbal/spoken communication. Mr. [redacted] has shown his lack of care and customer service, in his dismissal of my family in his last paragraph.
I am extending my complaint beyond the scope of pure service issues, and now include Goldstein's poor customer service, as demonstrated by this letter. It should be on record that they have no patience or consideration of the customer as demonstrated by their leadership (or lack there of).
My complaint is not resolved, and the email they sent the Revdex.com is proof that they do not wish to resolve this matter (see last paragraph of their initial response).
I thank the Revdex.com for their service to consumers, it is an outstanding help to us (the consumer) and often a difficult task at times.
Regards,
[redacted]