Moon Township Suzuki

The customer returned today and the problem has been rectified.

Review: We bought a used 2005 Toyota Camry from Moon Township Ford on September 26. The car came with a 3 month/3,000 mile limited warranty with the car. Over the past few months, we have had many interactions with the dealership and experienced surprisingly bad customer service as we sought repairs under the warranty. (This complaint is not primarily about the warranty, but about the level and quality of customer service that we received from the dealership during the warranty period.)Before purchasing the car, we arranged an auto loan through our bank. We came to the dealership with an autodraft, prepared to use it to purchase the car, but the dealership wouldn't accept the autodraft. The salesman, [redacted], said that their finance guy didn't want to release some dealer financial information that the bank needed to process the autodraft. Brandon made it clear that he wanted to close the deal on the car before the end of the month so that he could "clear his balance sheet," so we made a significant effort to speed the process along for him and got our bank to overnight an autocheck, which the dealership accepted. The dealer's refusal to accept the autodraft drug out the process of buying the car, which could have been completed in one evening, and necessitated my wife and I making several separate trips to the dealership in order to sign paperwork. These extra trips didn't help us at all, but they did allow Moon Township Ford to clear one more sale before the end of September.The Camry's steering pulled to the left, so we scheduled a service appointment for the week of October 20, asking for the alignment to be checked. We left the car there for the day to be looked at. When we were notified that the car was fixed, we arranged to pick it up after-hours, asking that the key be left in it. Arriving after-hours to pick up the car, we found that the key was not left in the car. Fortunately [redacted] Liberty, a service writer, was still there and was able to give us our key. More notably and surprisingly, we were given NO paperwork showing a record of repairs, nor was there paperwork in the car.After driving the car, we quickly realized that the problem had not been fixed: the steering still pulled to the left. My wife called the service center and arranged another appointment for the alignment to be checked. She told them when she scheduled the appointment that she was coming with a toddler and wanted to come at a time when the car could be fixed quickly. She was advised to come at 8AM on Monday, Oct. 11. On Monday, Oct. 11, she arrived at the dealership at 8AM, turned in her keys, informed service staff and went to waiting room. She didn't get any update on the car until about 10:30, when a service person came into the waiting room to talk to another customer. My wife asked this service person for an update on our car and she was told "We're almost done, we're just finishing up." Almost another hour passed before she actually got car back. She was given paperwork, but nothing was explained and she was told only "It's fixed." She informed the service team that this was the second time we'd brought the car to them for the same problem and that if the problem wasn't fixed she would be coming right back.Beginning to drive home, she realized the steering still wasn't fixed, that it still pulled to the left, so she phoned the service department., told them that it wasn't fixed and that she was coming back. She was told "Okay" but received no sympathy, no apology, and no questions. When she arrived back at the dealership, she was told by [redacted] Liberty that they would do the alignment again and that he would put his most experienced guy on it. He also said something about them only having aligned the front two tires before, but promising now to align all four tires. By now it was after 12PM, and my wife and toddler still had not eaten lunch. My wife told [redacted] that she would be waiting for the car and asked that the work be finished as soon as possible. She also told [redacted] that she would go walking to get something to eat. As a side note, my wife is visibly pregnant. It was a very cold and windy wintry day and my wife walked .5 mile uphill to the nearest restaurant on University Blvd., pushing a stroller, to get lunch for herself and our son. [redacted] Liberty made no effort to provide her with transportation, even though we believe that the dealership has a shuttle wehicle which could be used for this purpose. When my wife walked back to the dealership, after spending some time at Burger King, it was about 3PM. As soon as she walked into the service center, she was told that the car was finished. [redacted] said “It's done” but gave her no new paperwork, as he said it would be the same as what he'd already given her. He did not apologize for how long the repairs took, or for the fact that we had to bring the car back three times to get the steering problem fixed. Danielle took the keys and left. As she drove home, she noticed that the steering was better and did not pull to the left as much as it did before.The alignment fiasco of October 11 is not the only bad customer service experience that we've had with Moon Township Ford. There was also the earlier unsatisfactory appointment to get the alignment fixed, where we received no repair paperwork when we picked up the vehicle. More recently, on December 17, I took the Camry back to the dealership to get the muffler and flex pipe replaced under the warranty. These repairs were recommended by my local mechanic when he inspected the car. My mechanic also noted that the rear stabilizer bar bushings needed to be replaced, as they were worn and compressed, allowing excess play in the stabilizer bar assembly which caused extra noise in the rear of the car. The dealership replaced the muffler and the flex pipe but steadfastly refused to replace the stabilizer bar bushings under the warranty. I was told by[redacted] that the bushings were “not broken” and therefore would not be replaced. No one at the dealership has taken the time or effort to explain to me exactly why such a relatively inexpensive repair is not being covered under the warranty.Throughout the past three months, we have continuously had difficulty communicating with Moon Township Ford. Our calls and voicemails have often gone unreturned. On several occasions, I phoned the main switchboard (###-###-####) to get in touch with our salesman, [redacted], and left messages with the receptionist for him, asking him to return my call. These calls were not returned. Voicemails to [redacted]'s direct line have also gone unreturned. Trying to get in touch with the dealership by phone has been so frustrating that it's proven more effective simply to drive there and communicate in person, but this is a burden as the dealership is 19 miles and 30 minutes away. Communication in person has also been quite unsatisfactory. We have made it clear to several individuals at Moon Township Ford (including [redacted], salesman; [redacted] Liberty, service advisor; and [redacted], used car sales manager) that the dealership has lost our trust. These individuals have shown no concern and have made no effort to get our trust back. We've often received particularly perfunctory replies, both over the phone or in person, such as being told “It's fixed” without further elaboration or, in response to service inquiries, being told that we need to talk to our salesman (who is difficult to get on the phone and does not often return phone calls or voicemails).Some effort has already been made, by this customer, to reach resolution with Moon Township Ford on the above complaints. On December 18, while the car was at the dealership getting a new muffler and flex pipe, I left a voicemail for Allan Bross, the general manager of Moon Township Ford. I received a call back from [redacted], the used car sales manager. [redacted] took the time to listen as I reviewed my complaints, expressing some surprise at the length of time it took for the service department to do an alignment for my wife on October 11 and also seeming surprised that my wife wasn't offered transportation when she went out for lunch. I specifically asked Mr. [redacted] about getting the bushings replaced on the car and he said he would have to talk to his people about it and get back to me. He called me back a bit later that day and informed me that the bushings would not be replaced as they were not broken. Regarding my other customer service complaints, Mr. [redacted] had very little to say, except “I can't turn back the hands of time” and “All I can do is apologize.” However, the statement “All I can do is apologize” is just that, a statement, not an apology, and we feel that it was insincere and inadequate. When I informed Mr. [redacted] that I would be filing a formal complaint with the Revdex.com, he grew angry, and began to raise his voice to me. The phone call ended shortly afterward, without resolutionDesired Settlement: Given the extent of the poor customer service we've experienced, it is difficult to know what to request. It would be nice if, as a small gesture of goodwill, Moon Township Ford would replace the rear stabilizer bar bushings on the Camry at no charge. We also hope that they step up their level of customer service in the future, so that no one else ever has the terrible experience we've had.

Business

Response:

Review: This was possibly the worst dealership that I have ever dealt with. I took my 2013 Mustang in to get the clutch replaced and when I got it back my bumper was scratched up and they put my exhaust back on to the point where it melted the lower diffuser, which I didn't notice either until I got home. When I told the service department about it, the service manager [redacted] said that it was like that when I brought it in. Despite me having pictures of my car from the day that I brought it in (after a car show) with no damage, and pictures of the damage after they had it, they still denied any wrong-doing.Desired Settlement: I would like for the dealership to fix my issue free of charge or to pay another dealership to fix the issue that they caused.

Business

Response:

In response to your letter dated 06 04 2015 pertaining to the service visit of [redacted], I hadreviewed the complaint with [redacted] and I explained to him that I did investigate this with theemployees involved and concluded that the paint on the rear bumper was gouged in the middle ofit. We have a power pusher to move vehicles that do not start, sometimes this can leave lightscratches on the rear bumper and it is possible this occurred but the gouge down the middle ofthe bumper was there before we used the power pusher. Since my pusher can leave scratches, Ihad the rear bumper repainted at no cost to [redacted]As for the undercarriage of the vehicle, this was also damage that occurred prior to thevehicle coming to the shop. [redacted] put a new exhaust system on the left side Due to this bentexhaust system it melted the left rear lower panel, [redacted] the brought the vehicle back with theconcern. I cannot be responsible for the damaged components that were there prior to mytechnician working on the vehicle, and I explained to [redacted] I was not going to replace thepanel. I feel I have been very fare in repainting the bumper, but to replace a part that was notwrecked by my employee is not my responsibility.

Consumer

Response:

When I took my car in to the Ford dealership on April 4th it was right after a car show. I have pictures of my car on the flat bed as well as pictures of my car at the show. When I brought my issue to the service departments attention they were so quick to say that it wasn't their fault before doing any investigating. When I took my car in for the clutch to be replaced I had no damage on my bumper or to the melted part of the fascia so for him to say that he painted my bumper to be "fair" is irrelevant since they caused the damage in the first place. I left multiple messages for the service manager to contact me to resolve the issue and never received a response, which is why I had to go to another manager to try have this resolved. Attached in the pictures is the damage from the melted fascia as well as the scratches.

Review: On Oct. 9, 2014 I had my car in Moon Township Mazda/Hyundai/Suzuki to have a recalled part changed & for an oil change. Their service department were the last people to have the hood of my car open. On approximately Oct. 28, my brake light started to briefly come on & off. A friend of mine went to open the hood of my car to check my brake fluid & it took him a few minutes to get the hood open because the service people at Moon Township Suzuki shut my hood before they took the bar down that holds the hood open. My friend actually had to remove the bar because it was so bent up that he couldn't properly get the hood to shut. I tried calling them on Oct. 28th and got hung up on and put on hold. The email I sent the same day was ignored and I even went there on Oct. 31 and they were going to talk to the service manager when he got back from lunch and call me back. I have yet to get a call from anyone. I want them to fix the part THEY BROKE FREE OF CHARGE.Desired Settlement: I want them to fix the part free of charge that their service department broke.

Business

Response:

The customer returned today and the problem has been rectified.