Mountville Motor Sales & Broker, LLC.

In response to [redacted] 's complaint dated 3/16/ [redacted] is correct in that we have been fighting to get her Check engine light off The problem was according to the scan tool, faulty Osensors that we had just replaced After getting some other opinions, we decided to order factory osensors from [redacted] There was a delay in getting them from [redacted] , honestly cannot remember why it took so long but after a call to [redacted] , they came in a few days Keep in mind osensors are not a safety issue or a drivability concern and we have spent way over the limit to qualify for an exemption Some pertinent information to include here; one of our mechanics has a relationship with [redacted] and has even worked on her car(s) at his home in the hopes of helping make things easier for [redacted] [redacted] insists on a rental car in order for us to work on hers We are discontinuing rental cars because they can cause more issues then not but we are still trying to acommodate [redacted] (we have one left) As far as the communication piece goes, I am not sure what to say so I will share some facts [redacted] has contact information for our mechanic John, who has worked on her car, as well as the personal cell of Alyssa the GM Both John and Alyssa had a call to [redacted] within the last days updating her on the rental car status and they both agreed she seemed understandable and there was not a sense of urgency Also being that our mechanic John knows [redacted] he wanted to handle this personally and a few weeks ago his father just pasted away Not sure if [redacted] knew of John's father's passing, but I think that is an understandable delay.In conclusion, this is not a major issue, we understand how a check engine light can be frustrating but there is no safety/driveability issue thrown in with the need for a rental plus the passing of John's father.Our intent is to let another set of eyes look at the [redacted] and if we cannot get the light to stay off, we are eligible for an exemption.Chris S.mountville Motor Sales

In response to the complaint received on 11/5/2014First of all I am deeply upset that any customer experiences unhappiness at my place of businessunderstand frustration when a vehicle breaks and causes inconvienceIn this case, the ***'s have been inconvenienced by needing to bring the car back more than once and I understand thatIt is important to note that all repairs were paid for by the dealership, there was nothing out of pocket that was asked for by the ***'s except for the gas used in the rental car and there was no charge for the use of the rental.Repairs sometimes take trial and error and in the case of the A/C, yes it was initially charged and when that charge did not hold we replaced the condenser and unfortunately that was not the only problem so we needed to then replace the compressorI get it, that seems like it could have been done differently but we usually don't replace everything at one shot without some trial and error.As far as the turn signals not working, that was a replacement of a bulbI have no records that the turn signals were repaired twice as the ***'s state in their complaint.Radio was not working and we replaced with a new factory radioA few weeks later the ***'s complaint was the cracking noiseWe replaced all speakers.As far as the reporting to ***, the vehicle is being reported correctly, we have an email from *** verifying thatThe ***'s have said their previous vehicle with us is not showing on their credit reportWe have told them we are happy to assist but the ***'s must first file a dispute with ***, we gave them the phone numberWe are not permitted to make that call on behalf of a customerUnder disputed amount; the ***'s have paid in plus down payment for a total of The is an incorrect amount.Yesterday 11/4/2014, the ***'s and Mountville Motor Sales have been in contact because they still do not feel the A/C is correctThey would like to take it to a ** dealer for further reviewWe agreed to do this to help correct this situation.There was some poor communication displayed by our company with the ***'s, mainly with a former employee and that is disappointing but we have paid for every repair even a new radio and new Speakers which is not a warranty item, more of a goodwill itemI truly understand their frustration but we have paid for every expense.Our goal is to ensure every customer has a pleasant experience with us and there was a failure in this case but I urge the ***'s to contact me directly if they feel they are not getting the service they deserve.Sincerely,Chris S

We have submitted all the proper documentation to *** In order for us to reinstate Mr***'s account to ***, we would need to have a conference call to them I have reached out to Mr***, however we have no good phone number for him, but have left a message on this
girlfriend's phone We are more than happy to set up a meeting and make the conference call to *** with Mr***. Alison S.MM Auto Financing, Inc

*** *** is bringing in her vehicle this Wednesday to address the check engine light.We have a rental for her I believe she is satisfied

In response to the latest statements made by *** ***First, the ** dealer discovered the new compressor installed was defectiveThe compressor was purchased from Advanced Auto Parts and they guarantee their parts as well as they will pay for the laborI spoke face to face with *** ***
and I could not have been clearer about this pointWe even talked about how this has only added to our frustrations and *** *** parts would be held accountableI told her directly that I would take care of everything on that invoice except the compressor coming from **, This message was consistent with my service manager, the ** dealer that was doing the work as well as *** *** Parts*** *** mentions in a short sentence about tire rotation and rotors, somehow this was a negativeThose were wear items that as a gesture of good faith I said I would cover*** *** said she was not expecting those items to be covered but appreciated the gestureWhy does he imply that to be a negative?Attached are the invoices from the ** dealer and they do verify that all parts Installed by our guys were installed correctlyI, Chris S***, the owner, had what I thought was a very positive conversation with *** ***, we shook hands twice and we parted last Tuesday November 11,2014.This past Tuesday 11/18, upon returning from a business trip, I asked my service manager first thing if he had followed up with the ***He replied that he tried but could not leave a message and he would try again that afternoonMuch to our surprise, my service manager reported to me that *** *** was still very upsetShe used derogatory comments to describe our dealership in that conversation with my service managerI said I wanted to handle it, thinking *** *** and I had a good conversation on the 11th and we could work this outI proceeded to call later Tuesday afternoon but I could not leave a message, Wednesday morning f received a message from *** *** on my celf assaulting my character, berating our dealership and she generally had nothing positive to say.This put me on the defensive, as I thought we were wrapping this up but that was not going to happen.In hindsight, I should not have returned her call right away and not allow emotions to dictate the conversation but I returned the call immediately and I reminded *** *** about our conversation and she claimed that was not our conversation about the compressorShe wanted a ** compressor periodI don't know what else to say because that was not our conversation and I consider myself an effective communicator especially in this case where there was previous damageLast thing I would do would be to cut a corner, as proof I spent a few hundred dollars on tire rotation, new rotors, fix a door panel, recharge the system, marker lens all for good faith for a customer who I agreed with was not

In response to the complaint filed by *** *** *** *** was in fact behind on her payment on 6/3/by and on 6/17/which she claims she was not I have enclosed a ledger that clearly verifies this In regards to the impound, ** *** did in fact inform me
that her car got impounded and she was trying to get it out I gave her a couple of weeks but understanding that the likely hood of her getting that car out was low and the meter is running Every day the car is in the impound yard it cost more to get it out On my ledger the impound fees were 448.00, plus there was a parking fine that I had to pay to get the car released for plus the repo company that retrieved the vehicle and delivered it to me was another This is the second car that *** *** has had impounded that I paid to get out, her *** was impounded in a similar situation After multiple times trying to help *** ***, we did not call to try and work something out as it was obvious this business relationship was not going well We did notify ** *** of repossession via certified mail but she is correct we did not try to call her and work something out.** *** had a contract on this vehicle with a selling price of Tax, tags and extended warranty was additional $ *** *** did not put a single dollar down on this transaction and we also wiped clean her balance on her previous vehicle giving her a clean slate I have no idea how she could complain about anything, we as a company did more for her than any customer and quite frankly I just wanted to believe in her that she was really trying to do right but it did not work out that way As far as her last comment about never showing you what you are paying for her vehicle until the first payment, that could not be farther from the truth She got copies of all signed documents in cluding the sales agreement which we have signed copies with *** ***'s signature on I have enclosed a copy of the purchase agreement Additional documents are available upon request.Sincerely,Chris S***

I spoke with *** *** and we are on the same page with resolving his situation On our end we have full documentation of everything we have reported to *** including yesterday as well as back in March This is clearly an issue at *** *** which can be resolved, it just takes
a little time.thanksChris S***

October 20, 2017 In response to the claim from [redacted]. Her vehicle has been brought into our garage a few times since she purchased it. It has had an engine and a transmission installed, along with an alternator. All of which were covered under her extended service contract. The last time...

[redacted] had her vehicle in on October 10, 2017, it was a starter. Her service contract expired on September 31, 2017. Our office spoke with [redacted] ( extended service contract earner) and had the repairs done under the contract for [redacted]. When trying to explain the repairs to [redacted], she did not want to hear what we had to say, she asked that we give her the starter so she could take it and get it tested to make sure it was actually bad. We left a copy of the invoice along with the old starter in the vehicle for her and she picked it up after hours from our garage. Since she had picked her car up, we have not heard anything from her. Therefore, I believe her desired outcome has been settled.Alyssa S.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I bought this car in good faith that this check engine light would be fixed.it should be noted that I told them it had to be done before the middle of August because my son was home from college and I would have a car to use, otherwise they would have to give me a loaner.  I have been nice and polite for almost a year now. It is the fact that there is no communication from Mountville Motors.  I call and leave a message and my message is not returned.  Yes I know the mechanic John. It is not his responsibility to fix my car on his own hours. It is also not right to call Alyssa during non work hours to get a response.  I wouldn't want my job calling me during my family time and I respect Alyssa's right to be with her family.  I didn't realize that being nice and understanding meant that I could be walked all over.  I don't want to get angry to have a repair issue fixed.  I also am tired of hearing that a check engine light is nothing.  It is something because come May I will no longer be able to drive the car because I won't be able to get it inspected. So yes it is something and the state of PA agrees with me.  All I want is the car to be fixed.  If a check engine light was unimportant than cars would not have them. Do not expect me to sit at home while you fix my car.  I have a job to do as well.  A loaner seems fair since Mountville is dragging its feet because this job makes them lose money not make money.  
Regards,
[redacted]

In response to complaint concerning the title.Mountville Motor Sales has made numerous documented attempts to give the title as paid off to the customer.  We generally do not mail titles, we prefer to hand them over.  In this case we do not even have a good address for this customer....

 We think we have a correct cell phone number and since receiving this complaint, we have left two more messages without a response.  The title is here, I don't understand why this custmer will not just stop in or at the very least return a phone call.There is a very simple resolution here.Sincerely,Mountville Motor Sales

12/21/2015Sal: First Name: [redacted]Middle Name: Last Name: [redacted]Suffix: Address: [redacted] Carlisle Pennsylvania [redacted] UNITED STATESDaytime Phone: [redacted]Evening Phone: Fax: Email: [redacted].com (email)Business Informationblue: Click here to MANAGE this BusinessAccredited Business: Date Joined: 06/28/2002Rating: B+Complaint History: View Complaint HistoryBusiness ID: [redacted]0Name: Mountville Motor Sales & Broker, LLC.Update Business Name to use Proper CaseAddress: 806 Lancaster AveCity: ColumbiaState/County: PAZip/Postal Code: 17512Business Phone Number: ###-###-####URL: Complaint Handler: Chris S[redacted].netSend via: EmailHandler Phone: ###-###-####Handler Fax: Change Business Blue >>Change Business CIBR >>This Business was Accredited at the time the Complaint was made. Hide Consumer Address from Business.The consumer indicated that they WOULD speak to the media about this complaint.Complaint Detail / ProblemComplaint Type: Contract IssuesProblem: They have taken out the incorrect amount of payments from us, applied incorrect amounts toward interest, not to mention selling us a lemon and misrepresenting the car itself. They have breached their own contract and are still refusing to settle. We no longer want to deal with this company due to their continued lies, misrepresentations, and fraud. It took us months to get our credit report fixed after THEY incorrectly placed an incorrect bill on it with a car we no longer owned.TranslateDesired Resolution / OutcomeDesired Resolution: Other (requires explanation)Desired Outcome: We are asking for $2000 return and to return this car to them with no repo, etc. from them and no further contact from or to them. We have had enough.TranslateComplaint BackgroundNot all of these questions are required.  Please provide as much information as you have.1. Product/Service Purchased: 2006 [redacted]  2. Model Number: HHR  3. Contract, Account, or Policy #:  4. Order #:  5. Purchase Date: 5/14/2014 6. Date Problem First Occurred: 5/14/2014 Dates you complained to the company/organization7. First Date: 5/14/2014 8. Second Date: 6/4/2014 9. Third Date: 7/9/2014 10. Payment Made: In Full11. Payment Method: Debit CardName of Sales Person13. First Name:  15. Last Name:  17. Purchase Price: $18,000.00  18. Disputed Amount: $18,000.00

attached is my response

In response to [redacted]'s complaint dated 3/16/16. [redacted] is correct in that we have been fighting to get her Check engine light off.  The problem was according to the scan tool, faulty O2 sensors that we had just replaced.  After getting some other opinions, we decided to order...

factory o2 sensors from [redacted].  There was a delay in getting them from [redacted], honestly cannot remember why it took so long but after a call to [redacted], they came in a few days.  Keep in mind o2 sensors are not a safety issue or a drivability concern and we have spent way over the limit to qualify for an exemption.  Some pertinent information to include here; one of our mechanics has a relationship with [redacted] and has even worked on her car(s) at his home in the hopes of helping make things easier for [redacted].  [redacted] insists on a rental car in order for us to work on hers.  We are discontinuing rental cars because they can cause more issues then not but we are still trying to acommodate [redacted] (we have one left).  As far as the communication piece goes, I am not sure what to say so I will share some facts. [redacted] has contact information for our mechanic John, who has worked on her car, as well as the personal cell of Alyssa the GM.  Both John and Alyssa had a call to [redacted] within the last 10 days updating her on the rental car status and they both agreed she seemed understandable and there was not a sense of urgency.  Also being that our mechanic John knows [redacted] he wanted to handle this personally and a few weeks ago his father just pasted away.  Not sure if [redacted] knew of John's father's passing, but I think that is an understandable delay.In conclusion, this is not a major issue, we understand how a check engine light can be frustrating but there is no safety/driveability issue thrown in with the need for a rental plus the passing of John's father.Our intent is to let another set of eyes look at the [redacted] and if we cannot get the light to stay off, we are eligible for an exemption.Chris S.mountville Motor Sales

Review: I am writing with a complaint due to the fact in February 08, 2013 I paid 1,300 and my balance owed was 3,436.26 and then on February 13,2013 they then said my balance was 4,994.41... I have print out of payments made and my truck also needs work done and my warranty was good until August 2013.. they had me get an estimate around April/May and because the repairs was over 2,500 they would not honor it.. I feel that when they where doing the repairs to my truck that instead of using the warranty to pay for the work that they where attaching the repair bill to the end of my payments and not to mention when I got my truck back from them in February I had belongings stolen out of my truck and I had confronted them twice about it... I know others that also had issues with this compDesired Settlement: to purchase a more reliable and safe vehicle as it won't pass inspection and they somehow had it reinspected in february and the inspection was good until sept 2013

Business

Response:

August 22,2013

RE: Response to complaint ID [redacted] from [redacted]

I have examined and reviewed **. [redacted]’s complaint and will respond accordingly.

First of all, much relevant information was omitted in the complaint, starting with **. [redacted]s vehicle was currently impounded [redacted], Maryland at the time and her account was past due (9) payments. I can provide a detailed ledger to support that statement. Communication with **. [redacted] was that she did not have the money to get her car out of impound status. We proceeded with repossession procedure of first paying the impound fees of348,00 to [redacted] invoice [redacted] in addition to repo. Fees of $450,00 to get the vehicle back to our lot.

At this point we were assuming contact with **. [redacted] was past and we proceeding to refurbish the vehicle for resale. At the 11th hour, **. [redacted] said she could put 1300.00 towards her past balance if she could get her vehicle back.

We agreed to give her another chance but she would need to be responsible for part of the repair bills. See attachments for the two invoices: #[redacted] on 2/19/13 for 1829.91 was not charged to **. [redacted]. But invoice #[redacted] in the amount of 1200.62 we did go over with **, [redacted] and she agreed to take responsibility. Furthermore, she states she had an extended warranty which was passed its term. Enclosed is a copy for your review,

**. [redacted] states things were stolen out of her car when she got it back. Hard to take that seriously when I just graced her by eating an 1800.00 bill. My opinion is that whatever was missing probably happened at the impound yard in [redacted].

In conclusion, we gave **. [redacted] a second chance, even moving several past due payments to the end of her note to give her a fresh start and she quickly feel behind in her payments again. As of today, she is over $400.00 behind along with an unpaid repair bill from 2011 that she has never paid.

**. [redacted] would serve herself better by having open dialogue with us and being fiscally responsible, We are a second chance lender and I believe we have done much for her as a customer. I would agree that the life cycle of the current vehicle she is driving is nearing the end, but she needs to be in good standing in order to upgrade.

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I gave 1,300.00 dollars on February 08,2013 to [redacted] and when I questioned anything I always got different answers from different associates.. I have talked to [redacted],[redacted],[redacted] and [redacted] but no one ever is on the same page.. How am I to know what is going on if no one sticks to the same story.. as far as the towing company I called the towing company and they said how did they steal anything when my truck was locked and they had no access to my truck.. I talked to the owner of the company and as far as the repair bills pertaining to the 1200 and 1800 I had no idea of this conversation.. as far as me getting behind they are talking about my payments being paid a couple hours later then scheduled and I called to let them know what was going on

Regards,