Misco Enterprises

Revdex.com, Inc Bryant Woods South Amherst, NY 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] on April 21stWe responded promptly because when he left here after his last visit he shook the Service Managers hand and we thought he was satisfiedI 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]

Stand up company that went out of the way to help my family with a warranty issueCan't thank Goldstein Buick GMC enoughEspecially Jeff Stone the Service ManagerThey have earned a new customers for years to come

07/12/ 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 complaintWhen we receive a deposit via check and need to refund it, we do hold that refund for 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” themWe 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, Inc Bryant Woods South Amherst, NY Attn: [redacted] , Complaint Handler > 6/16/ 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/We are sorry this was not done soonerAs for the rest of Mr [redacted] ’s complaint and accusation of advertising, we absolutely did not mislead Mr [redacted] Following is an outline of the events Mr [redacted] inquired about a Subaru WRX lease and discussed various WRX models and lease terms and mileage amounts via email starting on May 1st, stating his current lease ended in JuneAll lease quotes to him were based on months /12,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 effectMr [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 $per month for months with $down and at 10,miles per year for a 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 $payment on a month lease with 12,miles per year for the same price advertised on the month 10,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 $payment with the shorter term and higher mileage allowance There was nothing or misleading about our dealings with Mr [redacted] When leasing a vehicle we control the selling priceThe 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 optionsWe 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]

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]

I recently leased a 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-***

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 accordinglyDealers can opt to de-accessorize as needed, and they can put in requests for specific colors/models to be included in their next shipmentSubaru can either accept, reject, or delay that request as needed based upon national demandThis 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 particularThe 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 requestedWhen 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 demandA $per month price difference does not justify a 2,mile per year increase on a leaseIn fact, the math works out to about $per month difference based on Subaru Financials own depreciation percentages etcAs 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 likeThey 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]

[redacted] May 6, Revdex.com Bryant Woods South Amherst, NY 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 wellI'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,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 improperlyIronically 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 stickerA 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 satisfiedWell, 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 sayBut to keep the warrantee in place at Goldstein, you have to pay them to do the oil changesDo 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 doBut a good, professional shop would know how to do the oil changes properly on a Honda Odyssey without any special note or reminderThere are plenty of Odysseys around, it's not like there's anything unusual about themHeck, 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 ownershipTheir manager told me that I couldn't return it because "the papers already went to DMV," but this is a lieThey can take a vehicle back if they want toGet 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 itRidiculousI'll bet $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 timesLet 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 counterThere, the nice, friendly lady announced that it would cost $Remember, this was the do-over oil change to correct the problems with the original oil change they say they didWhen I told her this was supposed to be free, she then apologized loudly so that everyone could hear itShe then told me to go outside because the car would be "out front." Mind you, it was raining cats and dogs at the timeI go outside and walk over their entire parking lot, in the rain, with no sign of the carThen I go back inside, dripping wet, and a guy comes out and tells me they took the car to the car washSo 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 changesThe 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 meDoes 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 issuesHonestly I hope to be rid of the vehicle before the next oil change is dueIn a perfect world they would have bought the thing back from meThat 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 filterYes, you read that right - by looking at the oil filter, you can tell whether or not the oil on a car has been changedPresumably, he means that if it's dirty it hasn't been changed - I mean I'm guessing here because the whole idea is so stupidRight now I own a Ford Focus where the oil filter is so buried that it looks the same after 5,miles as it does when you put it inThe 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] ###-###-####

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 belowAt 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 MrGoldstein 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 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 paragraphI 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] ***

Revdex.com: I have reviewed the responseI spoke to the asst mgr and he made mention of the incorrect home phone numberWhats 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 methods of contact for me, home#, cell# and email addressThe 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 problemThe last time they had the vehicle for an entire day, offering me a loaner vehicle with no cost to meThat 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 outstanding recall notices Please go ahead and close/archieve this case Thank you Regards, [redacted] ***

In Regards to complaint [redacted] May 27, This letter is in regards to [redacted] and his 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 vehicleHe explained that the belt did not latchI 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 inoperableHe 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, 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 concernI 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 seatbeltAt that time Mrs [redacted] left with the vehicleAfter 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 concernMr [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 years as the in service date was 5/20/and expired 5/20/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 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 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 belowIn response to Mr [redacted] , who for the record we never saw or spoke with, we brought the vehicle in for the recallsWhen asked if the car was having any other issues, we did mention to the technician that we had been experiencing intermittent electrical issues including the car engine light coming on and going off; the key fab not working: the radio working one minute and going out the next; the gas light coming on and off; and on occasion the car starting and then stallingHe neglected to mention those additional itemsWe also stated that we had been reading about other Jeep [redacted] having these same issues and that it looked as though it was being caused by the Totally Integrated Power Module (TIPM-7) failing, which was one of the recalls we had been notified of and thus why we were bringing the vehicle inWe were not there to have them perform any other mechanical related work other than the recalls, because as I stated previously, we already have our own mechanic that we use so it makes no sense that we would go out of our way to go to this particular dealership for maintenance workTo make it sound as though we had "concerns" that we wanted them to address is incorrectTheir role was strictly to take care of the recalls for us, because our mechanic could not perform themFurthermore I do not appreciate the insinuation that I am lying, which is what Mr [redacted] is doing when he states that Crystal B [redacted] did contact me and did indeed inform me that parts would have to be ordered and that the vehicle would be ready for pickup on Tuesday, when this was so not the case and I think if we were to present our phone records and compare them to theirs, you will see just exactly who called who whenWhen I spoke with Crystal on Saturday the 24th at 3:pm after once again having to chase her down to find out what the status was on our jeep, I asked her if the vehicle recalls had been taken care of and she said yesShe then proceeded to inform me that I needed two new cam shaft sensors and a new starterI proceeded to say something along the lines of "seriously" and then asked her how much that would cost to have fixed When she told me, I asked her if we could come and get the vehicle, and explained that we already have a mechanic that we use for service and she told me no that we couldn't have the vehicle back, because it no longer startedAt this point we literally were given no choice, but to have them perform the service because we were being told that our vehicle no longer would run.Mr [redacted] also states that Crystal said the vehicle would be ready on Tuesday, October 27th, so could he please explain to us why then, when we arrived Tuesday evening to retrieve the vehicle, did we find it in a back bay, up on a lift with no front tires on it and it’s engine parts laying on the floor of the garage? This doesn’t sound ready to me They may be in business for years, but the level of effort in regards to communication and their workmanship is appallingTime and again we were witness to people in the service waiting area, furious with the level of service that they provided/or did not provideRead the reviews on-line They returned our vehicle to us with additional problems such as a horrible front end wheel alignment, a now new whistling noise in the heating and cooling system, and upon starting a new grinding noise They failed to provide courteously and proper communication with us through this entire processThey allowed their service personnel to lie to us about the condition of our vehicle and the timeframe that it would take to be returned to usThey left us without a car to get back and forth to work with and now they are suggesting that we bring the vehicle back in so that they can address the problems that they created? Sorry, but we will never have your dealership service anything ever again If you would like to see the phone records, the photos and listen to the recordings we have to detail how this whole scenario actually went down, we’d be happy to provide them We would like our money returned to usWe do not want to take the chance of having this service department do any further damage to our vehicle Regards, [redacted]