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Reviews New Holland Auto Group

New Holland Auto Group Reviews (9)

Thank you for the opportunity to resolve this concern with Ms***ID # [redacted] We reviewed the claim and our repair orders and found that the ***'s vehicle a [redacted] truck with 237,miles on the odometer and vehicle ID number [redacted] was dropped off at our service department on November 24, to have a heater concern diagnosedDuring our diagnosis we needed to take some dash components apart to inspect the interior of the heat control systemWe found that the recirculation door that controls the flow of hot or cold air into the cab of the vehicle was broken and the cause of the lack of heat in the vehicleWe temporarily set the door to the heat side and took the vehicle on a road test to verify that the heat works as setOn the test drive the transmission failedIt is our and the automotive industry standard procedure to road test vehicles both to duplicate concerns and verify repairsThe vehicle would not move and we had it towed back to our service departmentWe checked the transmission and found that there was not output from the transmission indicating that an internal catastrophic failure had occurred.We contacted the ***'s to inform them about the transmission failure and provide an estimate to replace the transmissionThe ***'s said they did not have the money to replace the transmission and asked if they could get an estimate on trading the vehicle on a new vehicleThe ***'s informed us that they could not make a deal on a new vehicle and stated that we should pay for the transmission because it happened on the test drive.Although it is not our burden to pay for vehicle problems that occur on test drives the dealership made a good will offer to share half the cost of the transmission replacement and to find a used transmission to further reduce the costThe ***'s agreed that they would pay $which is half of the repair, see attached invoice [redacted] At the time the Mr [redacted] also stated that they only had $He asked if we would allow him to pay the remaining $within days after the transmission repair was completeThe repair on the transmission was complete 12/17/2014, Mr [redacted] picked up the vehicle and signed the repair order agreeing to the above mentioned terms, see attached.On their way home the truck broke down againWe had it towed back to our service facility and diagnose the concern to be a failed fuel pumpThe ***'s agreed to the repairsHowever they did not have the money for the repairs so we agreed that they could pay us with in the next daysThey picked up the vehicle on 12/18/after we replaced the fuel pump and signed the repair order ( [redacted] ) agreeing to the terms stated, see attached.At this time the ***'s have paid the original invoice as agreed for a total of $However they have not paid the second invoice for the fuel pump repair.It is common that vehicles with very high miles experience break downs and failed partsThe ***'s vehicle was obviously deteriorating based on their statement that it needed a power steering pump and a water pump, both installed at other dealerships, prior to our shop working on the heat concernIn one month's time this vehicle experienced failure of a water pump, power steering pump, interior heat system blend door, transmission and fuel pumpThese problems are a result of the wear and tear of driving 237,plus miles, not one simple test driveOur dealership attempted to be understanding of the ***'s financial situation and flexible with our payment termsWe desire that the ***'s pay the invoice for $as agreed for the repair of the fuel pump on their [redacted] truckSincerely, John J [redacted] Service DirectorNew Holland Auto Group

September 18, 2015Dear [redacted] ,Thank you for the opportunity to resolve this concern with [redacted] ID # [redacted] We reviewed the claim and our repair ordersIn January, the [redacted] 's [redacted] , vehicle ID number [redacted] experienced a water leak that accumulated in the map light assembly and then dripped on the dashboard componentsAt the direction of the manufacturer we had an independent water leak specialist inspect and repair the water leakThe leak was found and repaired at the seal for the windshieldThat repair was completed 2/18/2015.The vehicle returned with a water leak again in March, Our General Sales Manager, Charlie W [redacted] made an appointment with Superior Body Shop and drove to the [redacted] 's residence leaving a loaner car for them to drive while returning with their vehicle to diagnose the water leakThe leak was found and repaired at the windshield sealThe work was completed on 03/17/After the repair was complete we delivered the [redacted] 's vehicle back to their residenceCharlie called the [redacted] 's two weeks after the repair and multiple rain showers later to assure that there was no leak.On September 10, [redacted] sent an email stating the vehicle was leaking again into the map light assemblyWe contacted the manufacturer's Technical Advisor for service concernsHe suggested we follow a technical service bulletin (attached) that advises to inspect and repair the roof ditch seal for water leaks and repair as needed[redacted] 's reply to our email with that information is as follows: Excuse me but this has to be a joke? Please tell me this is a joke! Please tell your " [redacted] Field Service Engineer" that he is wrong and to check the date on this bulletin he readIf you would? have taken the time to read my email INCLUDING the original email sent back in March then you would have seen that this had already been done on February 10th and we got the? same response then that you are giving us nowDo you people think this is a joke or find this funny? I consider myself to have a great sense of humor but I am struggling to find the humor in any part of this situationSo please go tell whoever it is you have to tell that this response is unacceptable and that I am rude and that my patience with you [redacted] people has expiredTRY HARDERAfter reading [redacted] 's email, Charlie W [redacted] called in an attempt to offer [redacted] an appointment to make this repairAt this time [redacted] has not returned his phone callWe would like to have the opportunity to repair the water leak on the [redacted] 's [redacted] per the manufacturers recommended technical service bulletin.Sincerely,Geoffrey CPresident

September 18, 2015Dear [redacted] , Thank you for the opportunity to resolve this concern with [redacted] ID # [redacted] We reviewed the claim and our repair ordersIn January, the [redacted] 's [redacted] , vehicle ID number [redacted] experienced a water leak that accumulated in the map light assembly and then dripped on the dashboard componentsAt the direction of the manufacturer we had an independent water leak specialist inspect and repair the water leakThe leak was found and repaired at the seal for the windshieldThat repair was completed 2/18/2015.The vehicle returned with a water leak again in March, Our General Sales Manager, Charlie W [redacted] made an appointment with Superior Body Shop and drove to the [redacted] 's residence leaving a loaner car for them to drive while returning with their vehicle to diagnose the water leakThe leak was found and repaired at the windshield sealThe work was completed on 03/17/After the repair was complete we delivered the [redacted] 's vehicle back to their residenceCharlie called the [redacted] 's two weeks after the repair and multiple rain showers later to assure that there was no leakOn September 10, [redacted] sent an email stating the vehicle was leaking again into the map light assemblyWe contacted the manufacturer's Technical Advisor for service concernsHe suggested we follow a technical service bulletin (attached) that advises to inspect and repair the roof ditch seal for water leaks and repair as needed [redacted] 's reply to our email with that information is as follows: Excuse me but this has to be a joke? Please tell me this is a joke! Please tell your " [redacted] Field Service Engineer" that he is wrong and to check the date on this bulletin he readIf you would have taken the time to read my email INCLUDING the original email sent back in March then you would have seen that this had already been done on February 10th and we got the same response then that you are giving us nowDo you people think this is a joke or find this funny? I consider myself to have a great sense of humor but I am struggling to find the humor in any part of this situationSo please go tell whoever it is you have to tell that this response is unacceptable and that I am rude and that my patience with you [redacted] people has expiredTRY HARDER After reading [redacted] 's email, Charlie W [redacted] called in an attempt to offer [redacted] an appointment to make this repairAt this time [redacted] has not returned his phone callWe would like to have the opportunity to repair the water leak on the [redacted] 's [redacted] per the manufacturers recommended technical service bulletinSincerely, Geoffrey C President

September 18, 2015Dear *** *** ***,Thank you for the opportunity to resolve this concern with *** ***ID #***We reviewed the claim and our repair ordersIn January, the ***'s *** ***, vehicle ID number *** experienced a water leak that
accumulated in the map light assembly and then dripped on the dashboard componentsAt the direction of the manufacturer we had an independent water leak specialist inspect and repair the water leakThe leak was found and repaired at the seal for the windshieldThat repair was completed 2/18/2015.The vehicle returned with a water leak again in March, Our General Sales Manager, Charlie W*** made an appointment with Superior Body Shop and drove to the ***'s residence leaving a loaner car for them to drive while returning with their vehicle to diagnose the water leakThe leak was found and repaired at the windshield sealThe work was completed on 03/17/After the repair was complete we delivered the ***'s vehicle back to their residenceCharlie called the ***'s two weeks after the repair and multiple rain showers later to assure that there was no leak.On September 10, *** *** sent an email stating the vehicle was leaking again into the map light assemblyWe contacted the manufacturer's Technical Advisor for service concernsHe suggested we follow a technical service bulletin (attached) that advises to inspect and repair the roof ditch seal for water leaks and repair as needed.*** ***'s reply to our email with that information is as follows: Excuse me but this has to be a joke? Please tell me this is a joke! Please tell your "*** Field Service Engineer" that he is wrong and to check the date on this bulletin he readIf you would have taken the time to read my email INCLUDING the original email sent back in March then you would have seen that this had already been done on February 10th and we got the same response then that you are giving us nowDo you people think this is a joke or find this funny? I consider myself to have a great sense of humor but I am struggling to find the humor in any part of this situationSo please go tell whoever it is you have to tell that this response is unacceptable and that I am rude and that my patience with you *** people has expiredTRY HARDERAfter reading *** ***'s email, Charlie W*** called in an attempt to offer *** *** an appointment to make this repairAt this time *** *** has not returned his phone callWe would like to have the opportunity to repair the water leak on the ***'s *** *** per the manufacturers recommended technical service bulletin.Sincerely,Geoffrey CPresident

Thank you again for the opportunity to resolve this concern with Ms***ID #***We reviewed the ***'s rejection of our response addressing their concern with payment for the repairs on their *** *** *** truckWe repaired the ***'s vehicle as needed and made exception to our customary payment terms at the request of the ***sWe are requesting that they pay for the repairs as agreed.John J ***Service Director New Holland Auto Group

September 18, 2015Dear *** *** ***,Thank you for the opportunity to resolve this concern with *** ***ID #***We reviewed the claim and our repair ordersIn January, the ***'s *** ***, vehicle ID number *** experienced a water leak that
accumulated in the map light assembly and then dripped on the dashboard componentsAt the direction of the manufacturer we had an independent water leak specialist inspect and repair the water leakThe leak was found and repaired at the seal for the windshieldThat repair was completed 2/18/2015.The vehicle returned with a water leak again in March, Our General Sales Manager, Charlie W*** made an appointment with Superior Body Shop and drove to the ***'s residence leaving a loaner car for them to drive while returning with their vehicle to diagnose the water leakThe leak was found and repaired at the windshield sealThe work was completed on 03/17/After the repair was complete we delivered the ***'s vehicle back to their residenceCharlie called the ***'s two weeks after the repair and multiple rain showers later to assure that there was no leak.On September 10, *** *** sent an email stating the vehicle was leaking again into the map light assemblyWe contacted the manufacturer's Technical Advisor for service concernsHe suggested we follow a technical service bulletin (attached) that advises to inspect and repair the roof ditch seal for water leaks and repair as needed.*** ***'s reply to our email with that information is as follows: Excuse me but this has to be a joke? Please tell me this is a joke! Please tell your "*** Field Service Engineer" that he is wrong and to check the date on this bulletin he readIf you would have taken the time to read my email INCLUDING the original email sent back in March then you would have seen that this had already been done on February 10th and we got the same response then that you are giving us nowDo you people think this is a joke or find this funny? I consider myself to have a great sense of humor but I am struggling to find the humor in any part of this situationSo please go tell whoever it is you have to tell that this response is unacceptable and that I am rude and that my patience with you *** people has expiredTRY HARDERAfter reading *** ***'s email, Charlie W*** called in an attempt to offer *** *** an appointment to make this repairAt this time *** *** has not returned his phone callWe would like to have the opportunity to repair the water leak on the ***'s *** *** per the manufacturers recommended technical service bulletin.Sincerely,Geoffrey CPresident

Thank you for the opportunity to resolve this concern with Ms. [redacted]. ID #[redacted]. We reviewed the claim and our repair orders and found that the [redacted]'s vehicle a 2005 [redacted] truck with 237,260 miles on the odometer and vehicle ID number [redacted] was dropped off at our service...

department on November 24, 2014 to have a heater concern diagnosed. During our diagnosis we needed to take some dash components apart to inspect the interior of the heat control system. We found that the recirculation door that controls the flow of hot or cold air into the cab of the vehicle was broken and the cause of the lack of heat in the vehicle. We temporarily set the door to the heat side and took the vehicle on a road test to verify that the heat works as set. On the test drive the transmission failed. It is our and the automotive industry standard procedure to road test vehicles both to duplicate concerns and verify repairs. The vehicle would not move and we had it towed back to our service department. We checked the transmission and found that there was not output from the transmission indicating that an internal catastrophic failure had occurred.We contacted the [redacted]'s to inform them about the transmission failure and provide an estimate to replace the transmission. The [redacted]'s said they did not have the money to replace the transmission and asked if they could get an estimate on trading the vehicle on a new vehicle. The [redacted]'s informed us that they could not make a deal on a new vehicle and stated that we should pay for the transmission because it happened on the test drive.Although it is not our burden to pay for vehicle problems that occur on test drives the dealership made a good will offer to share half the cost of the transmission replacement and to find a used transmission to further reduce the cost. The [redacted]'s agreed that they would pay $819.99 which is half of the repair, see attached invoice [redacted]. At the time the Mr. [redacted] also stated that they only had $500. He asked if we would allow him to pay the remaining $319.99 within 30 days after the transmission repair was complete. The repair on the transmission was complete 12/17/2014, Mr. [redacted] picked up the vehicle and signed the repair order agreeing to the above mentioned terms, see attached.On their way home the truck broke down again. We had it towed back to our service facility and diagnose the concern to be a failed fuel pump. The [redacted]'s agreed to the repairs. However they did not have the money for the repairs so we agreed that they could pay us with in the next 60 days. They picked up the vehicle on 12/18/2014 after we replaced the fuel pump and signed the repair order ([redacted]) agreeing to the terms stated, see attached.At this time the [redacted]'s have paid the original invoice as agreed for a total of $819.99. However they have not paid the second invoice for the fuel pump repair.It is common that vehicles with very high miles experience break downs and failed parts. The [redacted]'s vehicle was obviously deteriorating based on their statement that it needed a power steering pump and a water pump, both installed at other dealerships, prior to our shop working on the heat concern. In one month's time this vehicle experienced failure of a water pump, power steering pump, interior heat system blend door, transmission and fuel pump.
These problems are a result of the wear and tear of driving 237,000 plus miles, not one simple test drive.
Our dealership attempted to be understanding of the [redacted]'s financial situation and flexible with our payment terms. We desire that the [redacted]'s pay the invoice for $537.64 as agreed for the repair of the fuel pump on their 2005 [redacted] truck.
Sincerely,
John J [redacted]Service DirectorNew Holland Auto Group

[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:
We do not feel we should be responsible for any towing charges or any additional charges after the initial invoice was paid. 
Regards,
[redacted]

September 18, 2015Dear [redacted],
Thank you for the opportunity to resolve this concern with [redacted]. ID #[redacted]. We reviewed the claim and our repair orders. In January, 2015 the [redacted]'s 2014 [redacted], vehicle ID number [redacted] experienced a water...

leak that accumulated in the map light assembly and then dripped on the dashboard components. At the direction of the manufacturer we had an independent water leak specialist inspect and repair the water leak. The leak was found and repaired at the seal for the windshield. That repair was completed 2/18/2015.The vehicle returned with a water leak again in March, 2015. Our General Sales Manager, Charlie W[redacted] made an appointment with Superior Body Shop and drove to the [redacted]'s residence leaving a loaner car for them to drive while returning with their vehicle to diagnose the water leak. The leak was found and repaired at the windshield seal. The work was completed on 03/17/2015. After the repair was complete we delivered the [redacted]'s vehicle back to their residence. Charlie called the [redacted]'s two weeks after the repair and multiple rain showers later to assure that there was no leak.
On September 10, 2015 [redacted] sent an email stating the vehicle was leaking again into the map light assembly. We contacted the manufacturer's Technical Advisor for service concerns. He suggested we follow a technical service bulletin (attached) that advises to inspect and repair the roof ditch seal for water leaks and repair as needed.
[redacted]'s reply to our email with that information is as follows: Excuse me but this has to be a joke? Please tell me this is a joke! Please tell your "[redacted] Field Service Engineer" that he is wrong and to check the date on this bulletin he read. If you would have taken the time to read my email INCLUDING the original email sent back in March then you would have seen that this had already been done on February 10th 2015 and we got the same response then that you are giving us now. Do you people think this is a joke or find this funny? I consider myself to have a great sense of humor but I am struggling to find the humor in any part of this situation. So please go tell whoever it is you have to tell that this response is unacceptable and that I am rude and that my patience with you [redacted] people has expired. TRY HARDER
After reading [redacted]'s email, Charlie W[redacted] called in an attempt to offer [redacted] an appointment to make this repair. At this time [redacted] has not returned his phone call. We would like to have the opportunity to repair the water leak on the [redacted]'s 2014 [redacted] per the manufacturers recommended technical service bulletin.
Sincerely,
Geoffrey C.
President

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Address: 508 West Main Street, New Holland, Pennsylvania, United States, 17557

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