New Deal Preowned Autos

We are never happy to hear a customer has had a problem with a used vehicle they have purchased from us. We do all that we can to make sure every one of our customers have a positive experience with us. However,sometimes in this industry these things do happen. We have reviewed the complaint...

from the customer and respond as follows:The customer did purchase a PT Cruiser from us on November 15, 2014. We are sad to hear that the customer has spent so much on repairs in the short amount of time. However, this unfortunately sounds like they received a few recommendations  from a repair facility, in this case [redacted] which were unnecessary.Customer says that they had motor mounts and timing belt replaced. We have attached paperwork  showing that just a few days prior to customer purchasing the vehicle, we had an outside repa\r facility replace the Front,Rear and Transmission mount on this specific vehicle. As well as the [redacted] that shows the Timing Belt was replaced from the previous owner just 2 months before the customer purchased the vehicle. [redacted] should not have done a timing belt after inspecting the vehicle and seeing that it was already new.It is in our opinion that [redacted] may have overcharged or did unnecessary work to the vehicle that the customer should have received a second opinion before proceeding to spend so much with them. Motor mounts should not cost anywhere near $1,200 to replace. Being 7 Months after the purchase of the vehicle,the thing we can recommend is getting a second quote on the AC and wheel bearing repair. We use a shop on [redacted] and Glendale that is very reasonable and the address is on the invoice attached. Small repairs that are $200-$300 are not uncommon in a used car and are considered maintenance items most of the time.We would like to thank the Revdex.com for your time and help with this matter. We really work hard to please our over 200 customers every month. If you have any further  questions or concerns please do not hesitate to contact me.

False story lies lies and inappropriate  behavior and name calling from the finance manager ron I never got irate but was upset from the service and that was and is apparent  !!! I called and asked if these would be tooling care of the guy I spoke to said Yes I didn't find that if you guys knew they were struts why did your guy have to take a ride with me just push down on the car watch and listen if it buckles or hesitate to pop rite up bad struts nice car nice miles bad service from usually good people very unhappy so unhappy I went to Revdex.com all because you barely wrapped all those chewed wires I even missed on my first inspection  but NOT on my second inspection I've brought you busy and still like you guys and still wish I could buy cars trucks vans etc etc from ya all but as Now I'm hurt and offended struts cost 2 300$ bad name bad service costs reputation and treerepeat customers I bought them and put them on next time honor YouR WorD peace

We at New Deal

do our best to be fair to each and every customer. We have expressed in our

previous response that we would have had no problem replacing the fuel pump if

it in fact had been damaged when we first repaired it. It is very possible that

during re installation there may have been an issue and something happened to

the fuel pump. However, if the customer noticed it right away, we should have

been notified before the customer spent $1,300 at an outside repair facility.

We can’t be held responsible for a repair that was done while under our

warranty that would have cost substantially less. As a good faith gesture, New

Deal would be willing to reimburse the customer the cost of the Fuel Pump part itself. We

called Camelback Mazda and our cost for that pump is $407.76. We can’t pay for

another shops labor or extra cost that they may have charged the customer.   It is

unfortunate that this shop charged as much as it did to the customer, but we do

feel this is a fair offer given the circumstances. We can have a check in the

mail to the customer if the Revdex.com feels this is a fair offer sent out right away

certified mail. We would again like to thank the Revdex.com for

your time in regards to this matter. JD

S[redacted]New

Deal Pre-Owned Autos

After reviewing the response of the complaint, we unfortunately would not be able to reimburse over $3200 back to the customer. We feel our offer to have the vehicle inspected at an independent shop we work with and if it did indeed need an engine replacement we would have been able to get the same repair done at an extremely discounted price. We even offered to cover some of the work with the shop we work with as a good faith gesture after the implied warranty had expired. If the customer decided to have the repairs done on their own we cannot control that. At this time since the work has already been done without allowing us to help in the repair, we feel there is nothing else we can do. We would welcome any feedback or recommendations the Revdex.com may have regarding this matter  We would like to thank the Revdex.com for your help and time in this matter. We take pride in our “A” rating with the Revdex.com and with over 200 cars sold each and every month for the past 10 years we really do try hard to satisfy all of our customers. We are proud to be an Accredited Business with the Revdex.com. If you have any further questions please do not hesitate to contact me.Sincerely,[redacted]New Deal

The Warranty of 3000 miles was through a warranty company and was good for 3000 Miles.  Customer drove vehicle 3250 miles. It is impossible for any dealer to know what will happen to a vehicle 3250 miles after purchase.   

 

 Obviously with over 200 cars sold every month we have a lot of satisfied and repeat customers.  In addition we have a A+ Rating with our Revdex.com.  In this industry it is impossible to please everyone although we do try our best. 

 

The SRS light was ON when vehicle was purchased and we were not hiding anything.  It was apparent and ON at time of purchase. This usually means they need serviced and we do not service air bags.

 

We only offer to pay for the labor now as a good faith offer.   Most customers would be happy to accept such a good faith offer as we are not responsible to fix it since it was apparent at time of purchase.

 

Again, there is NO WAY anyone can tell a transmission may fail in 3000 miles.  The state law is warranty MAJOR items for 500 miles.  The customer is far over that amount. 

 

The timing belt was not covered under any warranty as it is a maintenance item.  Many used vehicles should have timing belts replaced as a maintenance item just like tires and oil changes.  This is to prevent future problems.   It is up to the customers if they want to replace their timings belts or not.   Again, we have no clue when timings belts may or may not have been changed so it is not uncommon for a buyer to change it ands start their own service records just like other maintenance they will need to perform.

 

Our offer to pay the labor to fix the airbag is still valid from 30 days from this response.  [redacted] is authorized dealer to repair.  This is simply a "good faith" offer and by no means suggests we did anything wrong.

JD mentioned in his response the recall can be done @ any GM dealership (why didn't New Deal do it) at the very least make me AWARE of it. That is outrageous to sell a car with a recall & not have the DECENCY to let the customer know & then be so blasé about it! A lot of the things NOT on the repair list such as front tire replacement, front brake replacement, windshield wiper replacement & light bulbs, those are things I expect to replace when purchasing a used car & all of it needs to be done. JD, said that the items on the list were service & maintenance items if that is the dealerships belief why not disclose it & more importantly why not reflect that in the sell price of the car since by his own admission they clearly don't rehab the car & it was sold at a price that reflects good or better condition. The car was NOT sold in Good or better condition! The car does not have a "small" leak or "seepage" it has a major leak which according to them they repaired it. JD, said the Cadillac dealer said the car needs all these repairs to make it new, No one expects the car to be new again & that is a ridiculous statement. I do expect the car to NOT need $5-$9k worth of work not cosmetic work it's MECHANICAL! If the car isn't going to be rehabbed I expect the sales price to reflect that. If JD feels the car is in great condition then buy the car & easily resale it. I do not accept their offer to repair the oil leak/seepage as they claimed to have already done so. The amount of work this car needs is outrageous & the cost even more ridiculous. Mark claims they do 110 point inspection on their cars. How?? If the car needs this many repairs, service & maintenance that statement would be impossible & they would not be reputable. I request the dealership buy the vehicle (not back) flat out purchase it. To resolve this issue, I request New Deal purchase the car in the amount of $2800.00 THEY still make a profit & can resell it & make a additional profit.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.First I would like to clarify a couple of issues that were misrepresented in the response from New Deal.1.  Regarding paragraph 3 in regards to [redacted].  The vehicle was taken to them initially w/in 3 days of buying the vehicle and there were only minor issues that were fixed as I previously stated (O ring, oil pressure switch and oil leak) There was never a disclosure from [redacted] that there were codes indicating a bad transmission at that time.  What was discussed at that time was that the vehicle was past its normal service requirement and the timing belt needed to be replaced.  It was at that time that the call was made back to the dealer.  It was at that time that they told me they wouldn't be able to fix the SRS or the timing belt and that those items were not covered under the warrant.2.  The comment regarding the bad transmission and codes in the computer came from transmission shop that the vehicle was recently taken to which indicated that the transmission was bad and based on the problems with the transmission that they would have been noticeable by the dealership upon an initial inspection of the vehicle and that they sold the vehicle with the knowledge that the transmission would be go out soon.  I believe it is the dealership who may be slightly confused regarding the facts.3.  Regarding my not being present at the meeting and my misunderstanding is their way of providing smoke an mirrors.  My mother, father and grandfather were present and they met with me immediately afterwards and I assure you there was no confusion on my part when I wrote my complaint.  My mother was not 100% sure of the sales manager's name and when she called to speak to the sales manager before she went there [redacted] was the only name she was provided which is why she felt that was the person she had spoken to back in February.  Regardless of the name of the manager, lets discuss paragraph 4 and 5.  During the meeting with [redacted] the main focus of the meeting was fixing the SRS and the timing belt issue since those issues were discussed w/in 3 days after the purchase.  The only repair option that was offered was for the SRS not for the transmission and the only offering was for me to pay for the cost of the parts and labor but that they would have someone down the street look at it.  Never was it made clear that they would cover the cost of the labor.  That being said if in fact they are willing to make the repairs (as originally they were not willing to make either repair) then they need to cover the full cost of parts and labor to fix the items.  The only reason the transmission was brought into my complaint was to support an indication of the quality of the product the dealership sold and the overall inability to work with their customers.I have an attorney on retainer and I would prefer to handle this amicably but I am willing to incur legal costs should it be necessary and if found in my favor then I would be seeking not only complete restitution for the cost of the vehicle but also any legal costs involved as well.  4.  Regarding paragraph 6 I can assure you that the offer to pay for labor costs was never offered and if it was then 3 pairs of ears must need hearing aids.Lastly, The dealership should be responsible for fixing the full cost (labor and parts and diagnostic fees) to fix the SRS issue.  If I was to be in an accident and the airbag did not deploy because they sold the vehicle with a faulty SRS system the ramifications to their dealership would be substantially greater.  I would believe that it would be in their best interest financially to fix the issue w/out any costs to me.  Regarding the timing belt issue, if feel the dealership needs to cover the $500 to fix the problem.  When making the initial call back in February we were told it wasn't covered and were never given the opportunity to see if the warranty would have covered it and now that the warranty is over I don't have the option to have them cover the replacement.  With regards to the transmission, yes I am asking for them to fix it as well since I feel that based on the overall experience with them and how they have handled the simplest transactions so far are clear indications of them not wanting to be held accountable for anything and I fully believe they new there were bigger issues with the vehicle but are trying to hide behind the aurora of "we can't know everything that is wrong with a vehicle" and by the fact that I clearly had to replace items (O Ring, Gaskets and Oil Pressure switch and leak) shows that they do as little as possible to their vehicles before they sell them.  You cannot tell me that they weren't aware of the oil leak or the need for the O Ring to be replaced when they did the safety inspection of the vehicle prior to selling it.  They chose to do as little as possible with as little expense to get the vehicle off the lot.  I assure you a major dealership would have fixed those minor items prior to placing the vehicle on their lot.What I find amazing is that when the initial SRS issue was brought up back in February they were not willing to take any accountability for it but now that this complaint has been filed they are willing to step up and pay the costs for labor to fix it.  That should have been an offer they made over 3 months ago and I assure you had I not have filed this complaint they would not be offering to do it at this time.  I would also like to revist the comment that they cannot know what would happen with 3K miles on the vehicle since purchase.  I would hope that the quality of the car they sell would provide any buyer purchasing from their dealership the confidence that the vehicle would survive longer than 3 months or 3250 miles.  It is funny that I have only exceeded their warranty by 256 miles and 1 month and the vehicle now the cost to fix the vehicle is more than the vehicle is worth. At this point I still hold to my original request for them to either fix the items on the vehicle so that I have a safe sound running car or to refund my money.The dealership has not responded to the complaint filed with the Attorney General as of yet so I am very curious how their response to them will compare to the response given here.  Regards,[redacted]

To: To Whom  It May ConcernFrom: [redacted] Date:March 4, 2015 Subject: 10#:[redacted] have reviewed Mr. [redacted] complaint and have found some valid points. I have also spoke with Mr. [redacted] and absolutely agree there was a breakdown in communication between both my...

Business Managerand my Service Manager leading to a delay in responding to his concerns.I have agreed to and have already mailed a check to Mr. [redacted] for a portion of his out of pocket expenses.At the end of our conversation I  believe Mr. [redacted] was satisfied with the resolve to his concerns.If you have any further questions or concerns, please feel free to contact me at [redacted]

I have reviewed Ms. [redacted] complaint and am disappointed with her frustrations. Our hope is that every customer has a positive experience not only during the buying process but for months/years to come after the sale.Ms. [redacted] did purchase a 2009 Chevy Cobalt ([redacted]) on April...

17th 2015 from New Deal Pre-Owned Autos. The purchase price was $7,200.00 not the $2,500.00 that Ms. [redacted] stated in her complaint. The $2,500.00 was her down payment.On April18'",2015 Ms. [redacted] came back to the dealership complaining that her check engine light was on and that there was a burning smell inside her car. Ms. [redacted] was advised that our ServiceDepartment was closed on the weekend but that we could get her in immediately Monday morning the 20th of April. At this time Ms. [redacted] asked to speak with our Finance Director, [redacted].Mr. [redacted] advised Ms. [redacted] at that time that we were still waiting to hear back from the banks and by Monday afternoon he could provide a lien holder to her. As promised, Mr. [redacted] contacted Ms. [redacted] via voice mail with a lien holder and great news that we had received an approval with a lower interest  rate and lower monthly payments than she had originally agreed too.Also, on Monday my Service Director contacted Ms. [redacted] to set an appointment to resolve all issues that she had. Ms. [redacted] was appreciative and told my Service Director she would call him back with a time that was convienate  for her work schedule. On Wednesday April 22, 2015 (today) Ms. [redacted] contacted my Service Director and stated she would bring in the vehicle to day to be looked at.My hope is that the customer will be satisfied with our services after the sale and this issue will be resolved.If you have any furthers questions or concerns, please feel free to contact me at ###-###-####.

ID#: [redacted]
We are never happy to hear a

customer has had a problem with a used vehicle they have purchased from us. We

do all that we can to make sure every one...

of our customers have a positive

experience. However, sometimes in this industry these things do happen. We have

reviewed the complaint from the customer and respond as follows: The customer did purchase a

2007 Mazda 3 on October 3rd. The customer brought the vehicle in on

October 7th complaining of a gas smell. We had our shop inspect the

vehicle and drop the gas tank. It was then discovered that an O-ring that goes

around the gas tank opening was cracked. The part was replaced and reinstalled

in the vehicle. The vehicle was left running afterward on the lift to double

check no other leaks. After the repair was made, we notified the customer the

next day and it was picked up on the 8th.
The next phone call we

received from the customer was that they had a $1,300 repair bill done from

another shop and asking for us to pay for the repair. We are unable to pay for

a repair done at another shop as it was still under warranty through us. If it

was still leaking we would have had no problem fixing it. We did not have the opportunity

to repair it the second time. We understand customer may have been frustrated

that is was not fixed the first time. However, when it comes to mechanical

repairs, this does unfortunately happen no matter what shop you take it to. We

again would have had no problem replacing a $300 fuel pump at no cost to the

customer if given the chance to re-inspect the vehicle.
We would like to thank the RevDex.com for your time and help with this matter. We really work hard to

please our over 200 customers every month. If you have any further questions or

concerns please do not hesitate to contact me.JD S[redacted]General Manager

I don't accept what they have said. They pretty much said I spent money were it was not needed even though my car shaked a lot and every time I came to a stop..all these problems came to happen within the month and told there mechanic guy at there dealership and said no of which I report was under warranty except for engine and transmission.  So far my motor mounts, ac fan, tires, and wheeling bearing , and timing belt have and need to be replaced and anybody who gotten a car and paid it off within 3 month shouldn't have these problems especially in this enconomy. So I refuse to accept what they said and have them understand that the did not have these problems fixed or replaced . They lied about what they had replaced and fixed and not going to walk away just cause they said they fixed it don't make it true , if that's the case they need to fire there mechanic or be inspected. Now I have 3 kids in heat because new deal failed to fix any of these problems. I hope you guys understand what I'm dealing with .

New Deal [redacted] Glendale, AZ 85301 ###-###-#### Phone ...

    Complaint ID: 11078366   We are never happy to hear a customer has had a problem with a used vehicle they purchased from us. However, in this industry sometimes these things happen.   We reviewed the complaint as respond as follows:                   The customer purchased the 2003 Cadillac DeVille on December 2nd of 2015. Customer did come into the dealership the last day of the month with an inspection report from [redacted]. Our service manager Mark did inform the customer that most of the items on the list were recommendations. Also, informed the customer that they had a 15 day 500 mile implied warranty on major mechanical failures. In this case the vehicle had not encountered any major failure or broke down in any way. Taking a 13 year old vehicle with over 100k miles to a new Cadillac store, they will of course find items that they want to service or replace to make new again. It is not uncommon for a 13 year old vehicle to have oil seepage or a small leak given the age of the vehicle. The recall can be done free of charge at any Cadillac dealer and is only done through General Motors. We feel the customer has to understand that a used vehicle over 13 years old that was $4,000 will not be in the same condition as a brand new $40,000 vehicle. We would be willing as a good faith offer to repair the oil pressure switch, since that is a component that could affect the oil pressure of the engine. We did replace the coolant reservoir tank when they were previously here. Everything else on the inspection list is service maintenance or recommendations that is typical for a vehicle of this age.    We sell over 150 used cars each and every month.  We take pride in our A rating with the Revdex.com and work hard to make every customer happy.  We appreciate the Revdex.com in taking the time to assist in this matter.   Kind Regards,   JD S[redacted] New Deal Pre-Owned Autos

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Two separate shops I contacted stated that simply replacing the head gasket, head, and block would be sufficient. That only full engine replacement was warranted. I did go ahead (because I needed a vehicle) and had the engine replaced. If New Deal Used Cars wants to satisfy me, they can reimburse me $3,250.00 for half of the engine replacement.

Regards,

Hi
I appreciate the business offer however I couldn't wait for their response before fixing the vehicle due to my son needing a car to get back and forth to work.  I replaced the engine for a total cost of $3152.62 and incurred the expense of a rental car in the amount of $1398.23 in which case neither were covered by my insurance company or the gap insurance that I purchased for this vehicle.  It would have had to be in an accident for the insurances to kick in.
I would like to counter their offer and if they would reimburse me half the cost of the engine replacement in the amount of $1576.62  or reimburse me for the car rental cost of 1398.23  or they reimburse me $1100.00 which is the higher amount they were going to give me for replacing the top head gaskets that would be acceptable.
I very much appreciate all that the Revdex.com is doing to help resolve this matter.
Sincerely,

New deal really took excellent care of me. I needed a nice car they got me what I wanted. Mark the service manager is the best very professional. I will recommend this dealership to others.

After reviewing the response of the complaint, we unfortunately would not be able to reimburse over $3200 back to the customer. We feel our offer to have the vehicle inspected at an independent shop we work with and if it did indeed need an engine replacement we would have been able to get the same repair done at an extremely discounted price. We even offered to cover some of the work with the shop we work with as a good faith gesture after the implied warranty had expired. If the customer decided to have the repairs done on their own we cannot control that. At this time since the work has already been done without allowing us to help in the repair, we feel there is nothing else we can do. We would welcome any feedback or recommendations the Revdex.com may have regarding this matter  We would like to thank the Revdex.com for your help and time in this matter. We take pride in our “A” rating with the Revdex.com and with over 200 cars sold each and every month for the past 10 years we really do try hard to satisfy all of our customers. We are proud to be an Accredited Business with the Revdex.com. If you have any further questions please do not hesitate to contact me.Sincerely,[redacted]New Deal

RE: CID [redacted] We are never happy to hear a customer has had a problem with a used vehicle they...

have purchased from us. We do all that we can to make sure every one of our customers have a positive experience. However, sometimes in this industry these things do happen. We have reviewed the complaint from the customer and respond as follows: The customer purchased the 2001 Impala on May 14th. Customer had an issue with wires being exposed near the intake. The wires were in no way damaged or causing issues with the vehicle. The wires were wrapped with electrical tape to be more protected from the elements. The customer had an issue with a noise while driving. A service technician went with the customer and concluded it was struts. Struts are considered a maintenance item and do not prevent the vehicle from being operable in any way. We explained this to the customer and in a good faith offer, offered the customer if they pay for the part, we will cover all labor associated with the struts. The customer came in 20 minutes till closing and demanded to talk to somebody in service. Our service department was closed, we mentioned he would have to come back tomorrow to speak with the service manager. Customer became irate and we asked him to leave as he was causing a commotion. We still stand behind our offer to cover the labor if the customer purchases the parts. If the customer feels more comfortable, we would be more than happy to refund the customer their down payment and unwind the sale of the vehicle. We are unable to refund the customer back the cost for the struts, as he did not purchase them from us. We would assume the customer could return the parts from where they purchased. We would like to thank the Revdex.com for your time and help with this matter. We really work hard to please our over 200 customers every month. If you have any further questions or concerns please do not hesitate to contact me.     JD S[redacted] General Manager

New Deal [redacted] Glendale, AZ 85301 ###-###-#### Phone ...

    Complaint ID: 11078366   We are never happy to hear a customer has had a problem with a used vehicle they purchased from us. However, in this industry sometimes these things happen.   We reviewed the complaint as respond as follows:                   The customer purchased the 2003 Cadillac DeVille on December 2nd of 2015. Customer did come into the dealership the last day of the month with an inspection report from [redacted]. Our service manager Mark did inform the customer that most of the items on the list were recommendations. Also, informed the customer that they had a 15 day 500 mile implied warranty on major mechanical failures. In this case the vehicle had not encountered any major failure or broke down in any way. Taking a 13 year old vehicle with over 100k miles to a new Cadillac store, they will of course find items that they want to service or replace to make new again. It is not uncommon for a 13 year old vehicle to have oil seepage or a small leak given the age of the vehicle. The recall can be done free of charge at any Cadillac dealer and is only done through General Motors. We feel the customer has to understand that a used vehicle over 13 years old that was $4,000 will not be in the same condition as a brand new $40,000 vehicle. We would be willing as a good faith offer to repair the oil pressure switch, since that is a component that could affect the oil pressure of the engine. We did replace the coolant reservoir tank when they were previously here. Everything else on the inspection list is service maintenance or recommendations that is typical for a vehicle of this age.    We sell over 150 used cars each and every month.  We take pride in our A rating with the Revdex.com and work hard to make every customer happy.  We appreciate the Revdex.com in taking the time to assist in this matter.   Kind Regards,   JD S[redacted] New Deal Pre-Owned Autos

We have purchased several vehicles from New Deal and we have been completely satisfied. Any issues with the used vehicle were taken care of before we picked it up. They have actually repurchased two vehicles we had bought when we wanted to sell them. Very friendly, no pressure to buy. Test drive as many vehicles as you are interested in.

We are never happy to hear a customer has had a problem with a used vehicle they have purchased from us. We do all that we can to make sure every one of our customers have a positive experience with us. However, sometimes in this industry these things do happen....

We have reviewed the complaint from the customer and respond as follows:  The customer did purchase a vehicle from us on February 11th for financing. Part of the financing process is that we would need certain stipulations from customer regarding proof of residence and proof of income such as pay stubs.  The customer was aware that these need to be brough to us in a timely matter within a couple days. We called on 2-12 as a coutresy call to remind what we would exactly need by leaving a message. We never heard back from customer or received any of the required paperwork needed. We called again on 2-20 and left a voicemail with customer saying how important it was that we needed proof of income and proof of residency. We were very blunt and said if we did not hear anything within 24 hours, she would run the risk of having her car reposessed and losing her down payment.  We never heard anything from the customer since the day they bought the vehicle. We had no other choice but to have the vehicle repossesed. After the vehicle was repossesed by an outside repo company, an insurance investigator came to our dealership and we informed him the car was not stolen but repossesed. He then gave us a different phone number for the customer  than the one she had given us the day she purchased the vehicle. We attempted to call her then and got an answering machine as well.  The repo company takes the vehicle to their facility when a vehicle is repoed and takes out all belongings so they are not miss-placed before bringing the vehicle to us. We could very easily still get the customer into this vehicle by having the required documents given to us  before customer takes the vehicle that we explained to the customer we needed.   We would like to thank the Revdex.com for your time and help with this matter. We really work hard to please our over 200 customers every month. If you have any further questions or concerns please do not hesitate to contact me.

Sincerely,[redacted]