Thank you for bringing this issue to our attentionAccording to our records, the customer indicated to our Service Advisor, that she had the headlight replaced at another repair facility then continued to have problems with itOur diagnosis discovered that the plug for the headlight had been damaged, most likely do to an incorrect fit, and that was causing it to short outWe do not feel we should take responsibility for another repair shops mistake, therefore believe this repair is the customer's responsibilityIf you have any further questions please contact our Service Manager, Mr [redacted] ***, at [redacted]
The customer is correct in that the repairs took longer than to completeThis was mainly due to delays in obtaining non-OEM parts that the customer had previously installed and were part of the repairsAs far as the resolution to correct the other items the customer contends need attention, we normally would bring the vehicle back and give him a courtesy vehicle until completedHowever, prior to completion of his vehicle, this customer made several very threatening and abusive phone calls to our staff when he was dissatisfied with the timing of the repairsIn addition, this customer also appeared at our dealership several days prior to his vehicles completion and became so hostile and abusive not only to our staff but also to the Enterprise RAC staff, that we were forced to have him removed by STLCPDHe is no longer allowed at our place of businessWe will offer to pay up $in rental car fees (with proof of the charges) while the repairs he contends are being completed at another shopIf you have additional questions please contact [redacted] ***, Body Shop Manager or [redacted] , General Manager, at [redacted]
Complaint: [redacted] I am rejecting this response because: I have not seen any results I call multiple times get a run aroundWhen I call I always get told he's gone or in a meeting so I walk up there and he is always thereI am thinking about just getting my old car back and taking my business else whereI am giving him until Friday and after that I will like my title and carI am on the verge of loosing my job due to the inconvenienceI have a newborn daughter that has doctor appointments as wellIts caused more damage than anything and I feel like I am being penalized for him dropping the ballI did not loose my job I started a new job with better pay.I am not happy at all Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ We recognize that the customer could have been misled hereThe offer was for the $to be the discount and not the priceThe verbage was composed by a vendor we use and it has been correctedWe will contact the customer and honor what she felt was the offerIf she has any further questions she may contact [redacted] Service Manager for Paul Cerame Kia, at [redacted] Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:This manager is not telling g the truth, they didn't even try to order my aftermarket parts after my car had been there a monthAnd on top of the ordered them on a Friday and arrived to their shop that MondayThis manager is a proven liar and that is probably why they do HORRIBLE workHe is mad I will not let his shop touch my car anymore and he will have to come out of pocket for the horrible work they doIt took a real shop all of five minutes to see the horrible work they didThis manager is a liar plain and simple and he even told my insurance agent when they ordered the aftermarket partsThat can be verified PROVING he is a liar and run a crappy shop Sincerely, [redacted]
Date Sent: 7/5/9:33:AMWe apologize for the inconvenience that the customer has experienced and also the unprofessional manner in which she was addressedThe supervisor for the employees she was working with has reached out to her and is attempting to work with her on a resolutionWe believe it can be resolved to her satisfactionIf there are any questions or concerns her contact here is Mr [redacted] , General Sales ManagerHe may be reached at [redacted] , or e [redacted] @cerame.comThanks you.Tell us why here
We are sorry for the inconvenience to the customerWe were unable to verify a problem with the initial complaint, but we were able to find what needed to be repaired on the second occurrenceA part needed to be orderedThis will be repaired at no charge to the customer and we have given her a loaner vehicle until the new part arrives and we have her vehicle repairedWe believe that we have acted in good faith to fulfill our obligations to the customer, so we are not willing to buy her vehicle backIf you need any further information, please contact the customer's Sales Advisor, Mr [redacted] or his supervisor, Mr [redacted] , Pre-Owned Manager, at [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/02/08) */ Someone with dealership upper management will be contacting the customer today (2/8/16) and attempting to resolve this situationFor further help or information please contact [redacted] Finance Director; XXX-XXX-XXXX
We apologize to the customer for delays in getting this doneHe was by our dealership today and the promised gas card was delivered to himIf there are any other issues, please contact Mr [redacted] , General Manager, at [redacted] Thank You
Our research indicates that the customer's vehicle currently has no open recallsWe believe the issue the customer is referring to is a known performance problem with the transmission, which her vehicle may or may not be experiencingWe believed the customer called us to request a loaner before bringing in the vehicleOur policy is that we will provide a customer substitute transportation once we verify the complaint and then only if the repair will require the vehicle stays with us overnightAlso, the particular issue, if actually found in her vehicle, requires about a minute software updateWe would suggest the customer make an appointment and indicate she would like to wait for the repairWe realize her time is valuable and we will do our best to insure her wait is as short as possibleIn the unlikely event that we find we need to keep her car overnight then a loaner will be provided
Initial Business Response / [redacted] (1000, 7, 2015/12/23) */ We apologize for the delay in respondingWe would like to work with the customer to try and resolve the concernsWe would like the customer to first contact our Pre-Owned Manager, Mr [redacted] at Paul Cerame KiaXXX-XXX-XXXX, anytime during the week of 12/28, or at her convenienceIf the customer is still not satisfied she may then contact Mr [redacted] General Manager, at the same number Thank you Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr [redacted] contacted me via my cell phone on December 23, I explained to him that I have paid out of my pocket to have my car repaired and want them to reimburse meI am suppose to take my car in one day for him to look at it along with my receiptsBased on our conversation I want this complaint to remain open until I have my discussion with Mr [redacted] in personI plan to take my car into the dealership sometime during the next week(by January 6, 2016)
According to the lender to whom we submitted the customer's financial information, those related to her income and employment were fraudulentTherefore the lender withdrew it's commitment to fund the customer's loanOur dealership, in good faith, had previously submitted a portion of that loan to the state of Illinois, in order to properly register the vehicle in a timely mannerAs we have been unable to get those funds back from the State, we feel it is this customers obligation to repay usAny further questions should be directed to [redacted] , Finance Director, at [redacted]
Complaint: [redacted] I am rejecting this response because: My complaints are with Ford motor company because they made an unsafe vehicle Paul Cereme are crooks to because I paid them to diagnose my car properly and they did not do that so I trusted them to diagnose my car the first time when ford told me to take it thereSo feel they are negligent because they did not do thatThey gave me back my money but I stuck with a unsafe vehicleThat Ford Made this car is a new car and shouldn't have to have axles and hub barron, fuel sensor, water pump, thermostatThen the car shuts down on it's own starts on it's own this car is a unsafe vehicle That Ford MadeSo my complaints is with Ford Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I gave them my money in good faith that I would have a reliable automobileI paid just about half of the cost of the car in cash just shy of $dollars missing the markI understand that things happenBut this is something I wouldn't want this to happen to anyoneI have had this car for just about daysIt is july 12, and I have not seen nor drove my car this monthIm just So stress about this ordealOne the car was over price and I tried a week later to trade it to the Chrysler dealer and they would only give me $19,- 20,for itWow!!! I paid $27,for it and it's broke in the shopI would love to have my money back.Now it's time to go pay sales taxMy daughter is in the hospital and trying to get around in a Kia it's crazyOne both of the cars are in the shopAt the mercy of Paul cerameOne doesn't work and the other one is getting body repairMind you they were both drop off June and July We were hoping to pick them up by July 10, But no that didn't happenNow it's heck of hard trying to transport people in a Kia OptimaWhen three kids need to be in car seatsYes they gave me the Kia as a loaner car but I'm just shaking my headAll the fun I had in Miami is being overshadowed by being careless agian I would love to have my money backthank youMrs [redacted] M ***
The performance characteristics that the vehicles transmission exhibited were as it was designed for. This was and still is our opinion at the time this customer purchased the car from us. Ford Motor Co., has since (and after her purchase date) entered into a settlement with a Class Action that... gives owners some options to remedy concerns that they have. We are sorry that the customer is not currently satisfied with her vehicle. There are some potential remedies, through Ford Motor Co., that we are happy to try and assist her with. We would ask that she contact our General Sales Manager, Mr. [redacted] at [redacted] or e [redacted] @cerame.com. Tell us why here...
Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Contact Name and Title: [redacted] body shop man Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @ [redacted] .com we talked to state farm they said [redacted] E [redacted] has to authorize checkout fee of $to see if it is accident relatedIf it is state farm will pay for repairs and check out fee, if not she will be responsible for check out fee and repairswe told [redacted] E [redacted] this, and did not authorize checkout fee
On March 7th the automobile dealer at Paul cerame automotive group informed that in order to install to receive Sirius radio I would have to drop my vehicle off in order to have a module installed This was also misleading due the fact that the module installation was never discussed previouslyI actually took a day off from work on February 29th, and visited the dealership with the intention that I would receive my SiriusThis dayoff cost me dollars and I would like to be made wholeThis was very misleading to me as a consumer
Thank you for bringing this issue to our attentionAccording to our records, the customer indicated to our Service Advisor, that she had the headlight replaced at another repair facility then continued to have problems with itOur diagnosis discovered that the plug for the headlight had been damaged, most likely do to an incorrect fit, and that was causing it to short outWe do not feel we should take responsibility for another repair shops mistake, therefore believe this repair is the customer's responsibilityIf you have any further questions please contact our Service Manager, Mr [redacted] ***, at [redacted]
The customer is correct in that the repairs took longer than to completeThis was mainly due to delays in obtaining non-OEM parts that the customer had previously installed and were part of the repairsAs far as the resolution to correct the other items the customer contends need attention, we normally would bring the vehicle back and give him a courtesy vehicle until completedHowever, prior to completion of his vehicle, this customer made several very threatening and abusive phone calls to our staff when he was dissatisfied with the timing of the repairsIn addition, this customer also appeared at our dealership several days prior to his vehicles completion and became so hostile and abusive not only to our staff but also to the Enterprise RAC staff, that we were forced to have him removed by STLCPDHe is no longer allowed at our place of businessWe will offer to pay up $in rental car fees (with proof of the charges) while the repairs he contends are being completed at another shopIf you have additional questions please contact [redacted] ***, Body Shop Manager or [redacted] , General Manager, at [redacted]
Complaint: [redacted] I am rejecting this response because: I have not seen any results I call multiple times get a run aroundWhen I call I always get told he's gone or in a meeting so I walk up there and he is always thereI am thinking about just getting my old car back and taking my business else whereI am giving him until Friday and after that I will like my title and carI am on the verge of loosing my job due to the inconvenienceI have a newborn daughter that has doctor appointments as wellIts caused more damage than anything and I feel like I am being penalized for him dropping the ballI did not loose my job I started a new job with better pay.I am not happy at all Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ We recognize that the customer could have been misled hereThe offer was for the $to be the discount and not the priceThe verbage was composed by a vendor we use and it has been correctedWe will contact the customer and honor what she felt was the offerIf she has any further questions she may contact [redacted] Service Manager for Paul Cerame Kia, at [redacted] Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:This manager is not telling g the truth, they didn't even try to order my aftermarket parts after my car had been there a monthAnd on top of the ordered them on a Friday and arrived to their shop that MondayThis manager is a proven liar and that is probably why they do HORRIBLE workHe is mad I will not let his shop touch my car anymore and he will have to come out of pocket for the horrible work they doIt took a real shop all of five minutes to see the horrible work they didThis manager is a liar plain and simple and he even told my insurance agent when they ordered the aftermarket partsThat can be verified PROVING he is a liar and run a crappy shop Sincerely, [redacted]
Date Sent: 7/5/9:33:AMWe apologize for the inconvenience that the customer has experienced and also the unprofessional manner in which she was addressedThe supervisor for the employees she was working with has reached out to her and is attempting to work with her on a resolutionWe believe it can be resolved to her satisfactionIf there are any questions or concerns her contact here is Mr [redacted] , General Sales ManagerHe may be reached at [redacted] , or e [redacted] @cerame.comThanks you.Tell us why here
We are sorry for the inconvenience to the customerWe were unable to verify a problem with the initial complaint, but we were able to find what needed to be repaired on the second occurrenceA part needed to be orderedThis will be repaired at no charge to the customer and we have given her a loaner vehicle until the new part arrives and we have her vehicle repairedWe believe that we have acted in good faith to fulfill our obligations to the customer, so we are not willing to buy her vehicle backIf you need any further information, please contact the customer's Sales Advisor, Mr [redacted] or his supervisor, Mr [redacted] , Pre-Owned Manager, at [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/02/08) */ Someone with dealership upper management will be contacting the customer today (2/8/16) and attempting to resolve this situationFor further help or information please contact [redacted] Finance Director; XXX-XXX-XXXX
We apologize to the customer for delays in getting this doneHe was by our dealership today and the promised gas card was delivered to himIf there are any other issues, please contact Mr [redacted] , General Manager, at [redacted] Thank You
Our research indicates that the customer's vehicle currently has no open recallsWe believe the issue the customer is referring to is a known performance problem with the transmission, which her vehicle may or may not be experiencingWe believed the customer called us to request a loaner before bringing in the vehicleOur policy is that we will provide a customer substitute transportation once we verify the complaint and then only if the repair will require the vehicle stays with us overnightAlso, the particular issue, if actually found in her vehicle, requires about a minute software updateWe would suggest the customer make an appointment and indicate she would like to wait for the repairWe realize her time is valuable and we will do our best to insure her wait is as short as possibleIn the unlikely event that we find we need to keep her car overnight then a loaner will be provided
Initial Business Response / [redacted] (1000, 7, 2015/12/23) */ We apologize for the delay in respondingWe would like to work with the customer to try and resolve the concernsWe would like the customer to first contact our Pre-Owned Manager, Mr [redacted] at Paul Cerame KiaXXX-XXX-XXXX, anytime during the week of 12/28, or at her convenienceIf the customer is still not satisfied she may then contact Mr [redacted] General Manager, at the same number Thank you Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr [redacted] contacted me via my cell phone on December 23, I explained to him that I have paid out of my pocket to have my car repaired and want them to reimburse meI am suppose to take my car in one day for him to look at it along with my receiptsBased on our conversation I want this complaint to remain open until I have my discussion with Mr [redacted] in personI plan to take my car into the dealership sometime during the next week(by January 6, 2016)
According to the lender to whom we submitted the customer's financial information, those related to her income and employment were fraudulentTherefore the lender withdrew it's commitment to fund the customer's loanOur dealership, in good faith, had previously submitted a portion of that loan to the state of Illinois, in order to properly register the vehicle in a timely mannerAs we have been unable to get those funds back from the State, we feel it is this customers obligation to repay usAny further questions should be directed to [redacted] , Finance Director, at [redacted]
Complaint: [redacted] I am rejecting this response because: My complaints are with Ford motor company because they made an unsafe vehicle Paul Cereme are crooks to because I paid them to diagnose my car properly and they did not do that so I trusted them to diagnose my car the first time when ford told me to take it thereSo feel they are negligent because they did not do thatThey gave me back my money but I stuck with a unsafe vehicleThat Ford Made this car is a new car and shouldn't have to have axles and hub barron, fuel sensor, water pump, thermostatThen the car shuts down on it's own starts on it's own this car is a unsafe vehicle That Ford MadeSo my complaints is with Ford Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I gave them my money in good faith that I would have a reliable automobileI paid just about half of the cost of the car in cash just shy of $dollars missing the markI understand that things happenBut this is something I wouldn't want this to happen to anyoneI have had this car for just about daysIt is july 12, and I have not seen nor drove my car this monthIm just So stress about this ordealOne the car was over price and I tried a week later to trade it to the Chrysler dealer and they would only give me $19,- 20,for itWow!!! I paid $27,for it and it's broke in the shopI would love to have my money back.Now it's time to go pay sales taxMy daughter is in the hospital and trying to get around in a Kia it's crazyOne both of the cars are in the shopAt the mercy of Paul cerameOne doesn't work and the other one is getting body repairMind you they were both drop off June and July We were hoping to pick them up by July 10, But no that didn't happenNow it's heck of hard trying to transport people in a Kia OptimaWhen three kids need to be in car seatsYes they gave me the Kia as a loaner car but I'm just shaking my headAll the fun I had in Miami is being overshadowed by being careless agian I would love to have my money backthank youMrs [redacted] M ***
We would like to acknowledge receipt of the complaint and will respond shortly
The performance characteristics that the vehicles transmission exhibited were as it was designed for. This was and still is our opinion at the time this customer purchased the car from us. Ford Motor Co., has since (and after her purchase date) entered into a settlement with a Class Action that... gives owners some options to remedy concerns that they have. We are sorry that the customer is not currently satisfied with her vehicle. There are some potential remedies, through Ford Motor Co., that we are happy to try and assist her with. We would ask that she contact our General Sales Manager, Mr. [redacted] at [redacted] or e [redacted] @cerame.com. Tell us why here...
Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Contact Name and Title: [redacted] body shop man Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @ [redacted] .com we talked to state farm they said [redacted] E [redacted] has to authorize checkout fee of $to see if it is accident relatedIf it is state farm will pay for repairs and check out fee, if not she will be responsible for check out fee and repairswe told [redacted] E [redacted] this, and did not authorize checkout fee
On March 7th the automobile dealer at Paul cerame automotive group informed that in order to install to receive Sirius radio I would have to drop my vehicle off in order to have a module installed This was also misleading due the fact that the module installation was never discussed previouslyI actually took a day off from work on February 29th, and visited the dealership with the intention that I would receive my SiriusThis dayoff cost me dollars and I would like to be made wholeThis was very misleading to me as a consumer