Plaza Motor Company

[redacted] brought his vehicle in on 05/for an ABS issuePlaza replaced a control module for the ABS issue and completed a free multi-point inspection which we did not note any issues with the parking lightsUnfortunately light bulbs can burn out at any time and we could not predict thisAfter we were made aware of the situation we drove to the customers house and picked up his vehicle and dropped off a loaner to useWe brought his vehicle back to the shop and replaced the bulb and returned the vehicle to the customer the same day at no charge

Initial Business Response / [redacted] (1000, 7, 2015/11/05) */ On 08/11/ [redacted] had her CLtowed into Plaza Mercedes for the ABC light coming on and the left side of the vehicle sitting lowAfter checking vehicle out we found the left front strut mount broken out and the right front strut was leaking so bad that it leaked ABC fluid on the front brakesWe had to replace the front brakes before she could drive the car off the lotWe replaced both front struts and the necessary hoses on the front and performed rodeo to bleed systemWe noted that the pump for the system is weak but functioning at this timeBefore we started the repairs she waited a long time to give us authorization to complete the repair because of the expense involvedWe gave her almost a thousand dollars off the repairs by cutting the labor expense and the parts prices before she gave us the okay to do the repairsAfter the repairs were completed the vehicle sat here for a while before she picked it upAt the time of repair we noted that the vehicle needed other repairs such as a new engine drive belt,drive shaft disc,right front door mirror glass broken/missing,left outside door handle button missingAll of these repairs were declinedAfter customer picked up vehicle on 09/2/she drove the vehicle over a thousand miles and had the vehicle back for a monthWhen she returned with the suspension down we diagnosed it as needing a L/R strut now nothing was wrong with the front we just repairedOn the air ride suspensions once they get older you can fix one area of the vehicle but it will put more pressure on the old parts and can cause them to leakThis vehicle is nine years old and has 180,miles on it and any part on this vehicle can go out at any timeIf we would have noticed any issues with the L/R strut we would have made her aware of it and she would have had to pay for this at the same time as the other repairs we completed that had to be done because of the obvious issues with both front strutsWe already gave her a huge discount on the first repair and do not want to do anything else at this time to pay for additional repairs

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ I, [redacted] the General Manager of Plaza Audi/Porsche, first spoke to Mr [redacted] on a Saturday morning after the accidentHe was surprised that I called on the weekendI apologized for the accident and he was concerned that we took his vehicle to [redacted] in Kirkwood who does all of our Pre-Owned minor bumper workI told him that if he felt more comfortable having the work done at our Plaza Collision Center I would have his car brought over to our collision center but it may take longerWe brought the car back to Plaza for him to inspectMr [redacted] pointed out aged scratches on the passenger side which we told him the accident clearly happened on the driver side where the damage was [redacted] (our onsite Pinnacle manager) said at that point to Mr [redacted] that Pinnacle was covering the driver side where the damage wasMr [redacted] asked about the extended warranty & [redacted] from Pinnacle replied he will turn the request in to his corporate office and wait for their decisionAfter Mr [redacted] left, we sent the car to our collision center for the driver side rear bumper, rear quarter panel & driver side rear taillight to be repairedI also told Mr [redacted] that I would cover his service billMr [redacted] asked me again about the extended warranty and I told him that Plaza would not be responsible for an extended warranty but Pinnacle may pay for one as they did the actual damage to the vehicleI was willing to pay for his service bill which Plaza didI also gave Pinnacle a quote for the JM&A extended warranties that we offer on Mr [redacted] 's 90,miles Audi ACabI gave Pinnacle the retail price & cost of the warrantyMr [redacted] also requested the price sheet which I emailed to himAfter Mr [redacted] 's vehicle was finished we contacted him and about a week went by when he arrived to pick his car upHe noticed some more damage that was on the trunk lid and pointed out the passenger sideI told him at that time to go ahead and take the car for the weekend since it was convertible weather and bring it back at your convenience and we will repair the trunk lidAs far as the passenger side and the warranty, that was between him and PinnacleMr [redacted] never returnedI felt like he never returned because he knew asking for a warranty had nothing to do with the original fender bender in our lot and that we paid his service bill and repaired his car where the damage was that Pinnacle knew they didWe never agreed to fix the passenger side & we never agreed to give him an extended warrantyI feel like we did go over and beyond for the circumstances of this minor accidentWe repaired the vehicle & paid his service billPinnacle was going to offer him a $credit but he never returnedI know it is not an extended warranty but a small fender bender in my mind does not constitute an extended warrantyWe will still offer the $credit in Audi service and fix the small scratch on his trunk lid that I have documented - [redacted] General Manager of Plaza Audi/Porsche Mr [redacted] came in for service to have the following items repaired: repair to four wheels, dent removed, oil change and tire rotationWhile at the dealership, the vehicle was damaged on the LR rear bumper and Left Quarter PanelThe damage was caused by a staff member from Pinnacle Automotive Hospitality, a company that we outsource as a concierge service to move and wash vehiclesThe customer was contacted prior to any repairs being made to the vehicle as a standard procedure, and spoke with the manager of the Pinnacle Automotive groupThe vehicle was repaired back to original plus some additional work was done at no charge to the customer, and Pinnacle paid for all as a goodwill gesture for a total of $1,Also the service department supplied a loaner for the entire duration of his service visit from start to finish - [redacted] Service Manager Plaza Audi/Porsche Initial Consumer Rebuttal / [redacted] (1500, 7, 2015/08/11) */

Hello, [redacted] did in fact contact me on the dates that are mentioned in her complaintOn each occasion I instructed Mrs [redacted] that I needed to have a signed copy of a cancellation in order to cancel her service contractI also ensured Mrs [redacted] that she was entitled to a full refund of her service contract per our agreementMy last conversation with Mrs [redacted] was on December 7thI again reassured Mrs [redacted] that she would still receive a full refund for the service contract but I still needed a signed cancellation formI emailed the form to Mrs [redacted] to signMrs [redacted] filled the cancellation request out and sent it back to me while on vacationI have attached the cancellation form to this email Please let me know if you need any further details

We do not review the customers purchase habits when determining how to address their concerns, but work diligently to satisfy the needs of all of our customersThis is shown by the paper trail of repair orders noting the repairs and resolutions we have made through this process in our attempt to satisfy Mr [redacted] 's concerns of creaking noises in his vehicleAll of which were done at no charge to him in hopes of keeping him as a valued customer and exceeding his expectationsUnfortunately our efforts have not been able to satisfy Mr [redacted] , and we are unable to offer additional repairsSincerely, [redacted] Service ManagerPlaza Lexus

We have repaired Ms***'s vehicle each time it has been inWe have provided a loaner car each timeWe have offered her two (2) different cars that she drove for a weekEach time, she returns the cars and has a reason not to trade her carAt this point, we will always offer to inspect her car for issuesWe will cover them under warranty if the item is a covered componentIf she decides to trade her car she can come by and look to see what we have that she might like - [redacted] , General Manager Plaza Mercedes-Benz

I spoke to Mr [redacted] the day after he bought the car and canceled the warranty like he requested it is in processed it usually takes 4-weeksI also told him that all the proceeds from the warranty will be applied to his loan and at that time he said that was fineI have no control over the process how the warranty is processed after it leave my handsI have spoken to Mr [redacted] weeks after the cancelation and gave him an update at which time he hung up on me

We gave Mrs [redacted] a $dollar discount on a Certified Audi Qbased off the condition of the car at the time of sale The spot in question is smaller than a ¼ inch and passes CPO so technically there was no reason to do anything however we still provided Mrs [redacted] with a free set of all-weather floor mats (value=$250) to help complete the deal and explained that she would need to bring the Qback at her convenience to allow for our touguy to see if he could touch-it-up This happened twice Each time [redacted] touched it up at no charge The customer was very difficult to deal with from the time she came to the dealership and when her husband stopped by to make it known they weren’t happy he cornered Rico outside and told him a jury would rule in their favor??

Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Contact Name and Title: [redacted] Sales Manag Contact Phone: XXXXXXXXXX Contact Email: [redacted] @plazamotors.com Customer did not sign a binding contract and management did not sign off or approve offer that customer and salesperson discussedCustomer mailed $deposit to dealership (dated 7-1-2015)Since management did not approve the offer, Plaza Jaguar Land Rover StLouis cannot sell the vehicle because the offer is not validA larger deposit is unnecessary and unwantedPlaza Jaguar Land Rover StLouis did not cash or deposit customer's $deposit, as there is no valid dealTherefore, Plaza Jaguar Land Rover StLouis will not "pay" customer $for "rescinding" a sale that was never a sale Plaza Jaguar Land Rover StLouis has the right to deny a sale to whomeverPlaza Jaguar Land Rover would like the opportunity to meet with customer and try to discuss an agreement and/or possible sale in the future at customer's convenience

Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ Good Morning, Mr [redacted] dropped of his vehicle on 4-14-for an insurance claim with [redacted] insurance 4-28- [redacted] requested for us to write an estimate and submit it to them 4-28-part order was placed for a windshield and the glass roof 4-30-Parts arrived however the glass roof arrived damaged from shipping 5-6-Second Roof arrived and was installed 5-7-We called the customer and let him know the vehicle was ready for delivery 5-8-Mr [redacted] took delivery of the vehicle and came back an hour later saying his vehicle was smoking from the exhaustAt the time we told Mr [redacted] we only replaced the windshield and glass roof we didn't do any mechanical repairs 5-11-The vehicle was sent to service to diagnose the issue, as a courtesy Plaza Collision paid the diagnostic fee 5-12-Service told us it was an oil separator that needed to be replacedThe cost was approximately $and there were other maintenance items needed totaling about $ 5-12-We called the customer and advised him of what needed to be done and the priceWe called the insurance company on the customers behalf to ask if they would participate in any of the failures found [redacted] advised that this would not be covered under this claim because it is not related Mr [redacted] demanded we do the repairs for freeI explained that the oil separator did not have anything to do with what we did to the vehicle This is a Rover with 125,miles and needs $worth of maintenance workThis is general wear and tear maintenance work that needs to be done and not found to be related to what we did for repairs to the vehicle Mr [redacted] said he would call Rover, Revdex.com, Corporate office and his attorney

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 meWill be bring it in to get was suppose be done in first place Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I was not notified that there was damage to the door until the car was picked up, and neither was my husband [redacted] had no involvement with my husband until after [redacted] called me to tell me that the lights were off and car was readyAfter I learned that the oil change wasn’t done and it had to be sent back through serviceAt that point I give my husband [redacted] contact informationAs to my husband declining payment, we wouldn’t have had to pay at that point we could have taken it back to [redacted] to have corrected, had we learned about this prior to Plaza completing work on the carAlso every time I’ve come to Plaza for repair it would states in invoice what was advised to the costumerThis wasn’t the case Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Manager know about the stolen (ripped out front plate), then he knows the number is damagedOr he lies by stating , bumper had no DamagesBecause we only showed missing plate complain to Aaron and some Sales guysService Manager was not on sight.So, right here, is is not stating the truthThen I took pictures of old parts(A/c repair)Plaza need to get us a new front license plate and fix damage to front bumpersAlso need to be investigated for parts fraudWe have request a front license plate, front plate frame, left fog lamp trim, and bumper fixedPlaza got our car with license plateIf somebody steels at plaza from customer car, plaza is responsible If I take a plaza car, and somebody damaged it, my insurance will have to pay tooI want just the same rightsOr does foreign peoples have no rights, and get discriminated at plaza ?????I am a German Citizen!!!! [redacted] Sincerely,

Initial Business Response / [redacted] (1000, 5, 2016/01/18) */ We paid the her last payment as promisedWe agreed to pay off her [redacted] loan, which we didIt was approximately $3,The over-mileage was not ever discussed - [redacted] General Manager of Plaza Mercedes Benz

Complaint: [redacted] I am rejecting this response because: The problem was from begging as of miles and I took my car to them as of miles with problem they must replace tire without charging consumer Sincerely, [redacted]

We have swapped wheels and tires from another vehicle and test drove to verify this would correct the vibration problem Mr [redacted] has been experiencingAfter test driving the vehicle we confirmed this did fix the problemThe vehicle is still at our dealership and we have not received authorization to replace the tiresWe have taken steps to confirm this would rectify the situation this is a maintenance item and we are unable to offer warranty coverage, but will correct the problem once Mr [redacted] approves the tire replacement Sincerely, [redacted] ***Market ControllerPlaza Motor Company

Complaint: [redacted] I am rejecting this response because: The original contract was with the company mentioned above Furthermore, I contacted [redacted] services over 5-times and keep mentioning that the leasing company kept the first payment for over a month The financial services company and dealership seem to not communicate and I have spent many hours trying to straighten this out with neither one of them taking ownership nor helping straighten the issue Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/06/05) */ I'm [redacted] General Manager of Plaza AudiI have had several conversations with Mr [redacted] over the past few weeksFor the record I was never contacted by Mr [redacted] prior to the email sent out on May 7, to the CEO of Asbury, Audi Customer service, President of Audi of North America and the Revdex.comI did reach out with major concern within the hour of reading the emailI have also had several conversations with Mr [redacted] sinceI did explain that our costs are marked up from our Vendors as we are in business to make money to offer a serviceWe never say we are the cheapest in town but we do offer a service to make your life easierMoving to getting his vehicle repairedI respected his scheduleI also offered to pick up the vehicle at his home or work place which he said that it would be no problem to drop the vehicle off after workI first off apologized for the way he felt he was treatedI try to make sure everyone has a great experience at my dealershipI also gave him all my personal information to make sure moving forward if there is anything he needs to contact me directlyI did agree to pay for the floor mats and the touch up paint that he purchased at another dealershipI did explain that the all-weather floor mats did not originally come with the vehicle when the vehicle was new but I would pay for themSo I cut him a check for $I also told him since the vehicle was used and he wanted the LCD Navigation screen replaced due to some scratches that I would not be able to do that due to cost and the discount we gave him on the vehicleI did however offer to buy the vehicle back at full costMr [redacted] did decide to keep the vehicle and move forward since he did love the QI did apologize and was upset that the vehicle did deliver with the scratch in the bumperHe said that he was having another body shop repair itI offered to repair it at my body shop or cut him a check for $He decided to have me fix it which we didWhen he brought the vehicle in he showed me some damage on the side of the passenger door that he was upset with himself because it happened to him over the past weekendI told him that I would do what I couldI wanted to exceed his expectations since he felt my dealership has let him down so far I went ahead and repaired the door damage at no cost to Mr [redacted] The repair cost just over $Upon completion he picked up the car and on his way home saw some dust from the body shop and sent me a disappointed email regarding the vehicle againI then replied letting him know I wish we caught it when he was here so we could clean the few dust spotsI did offer once again to pick up the car and clean itHe declinedWe must have all missed the few dust spots because we all walked around the vehicle and all missed the dustI did apologize for the dust & said I was truly focusing on the body damage that was repairedI did finish that I hope we can start on a new friendship & I would love for him to continue doing business with Plaza & if he chooses to do business at another dealership and they do not exceed his expectations that I would be more than happy to welcome Mr [redacted] back to Plaza anytime

Mr [redacted] had the vehicle towed to Plaza Mercedes due to tire damage from striking a pot hole in the roadWe advised the replacement cost of three tires to the customer, which he declined expecting the vehicle’s manufacturer warranty would cover tire damagePlaza Mercedes advised the customer that Mercedes does not cover tires under the manufacturer warranty, because they do not produce the tiresTires would not be a covered item regardless due to damage or collisionPlaza Mercedes pulled customers records for any form of wheel and tire coverageCustomer had purchased pre-paid maintenance, as well as, dent/ding protection for the paint on the vehicleThe customer declined wheel and tire protection, because of no coverage eligibility, Plaza Mercedes offered a onetime goodwill gesture to cover one of the tires on the vehicle to assist the customerWe explored the option of turning a claim into the consumers insurance company, but deemed for the small monetary value above the deductible it would not be wise to turn in an insurance claimWe did not turn in any form of a claim to a tire company, they will not pay a claim on a tire issue due to collision or damagePlaza Mercedes covered dollars of the repair to assist the consumerResulting in the dollar investment for two tires, versus three Thank You, [redacted] Plaza Mercedes Benz Service ManagerOffice: [redacted]

Initial Business Response / [redacted] (1000, 7, 2016/01/07) */ On Monday, December 21, 2015, [redacted] came into Plaza Audi for a service appointmentHe waited in our waiting lounge while we service his AudiHis ticket was pulled by [redacted] whose bay is in the glass bubble where our waiting lounge is locatedSo [redacted] was able to watch his car be serviced while waitingWe serviced [redacted] vehicle and [redacted] went on his way [redacted] later called [redacted] to question his service that we did earlier that day [redacted] told [redacted] that we did not service his car & that there was quarts of oil and we used old oil & did not change his filter but still charged him for a full oil service of $ [redacted] said that [redacted] was extremely vulgar on the phone with [redacted] as [redacted] kept his cool [redacted] went on saying that he wanted an explanation on the quarts [redacted] did say to bring the vehicle back and we would look at it to make sure there was nothing wrong & that the proper oil amount was in the vehicleIn the same conversations, [redacted] looked at [redacted] ***' history with Plaza and saw that [redacted] has filled out a few surveys in the past saying that our service department never met his expectations and gave Plaza Audi low scoresThis is when [redacted] suggested to [redacted] that he might want to choose another Audi service department since he is never happy with PlazaThe next morning, Tuesday, December 22, approximately am, [redacted] arrived at the Plaza Audi Showroom asking for someone in charge over the entire storeThat is when I, [redacted] , General Manager for Plaza Audi, was finally involvedI spoke to [redacted] for about minutes regarding what had happened the day beforeHe never mentioned how rude he was to [redacted] with the vulgar language and how he was yelling at him on the phoneI also told [redacted] that I would look into the matter and contact him later in the day on December 22, I asked him if he had his car here for me to look atHe said that he had already dropped it off in service with [redacted] as they are currently looking at everything making sure everything is goodAt that point, [redacted] left after service brought his car & keys upLater that day on December 22, 2015, something in the afternoon, I called [redacted] after I did my investigation in the oil changeI told [redacted] that mistakes do happen but in this situations, we don't lift cars in the air to do oil changes, we extract the oil from the top of the engine with a machineWhich he replied he knewI also told him that his Audi takes more than quarts and less than He also replied that he knew that and that his car took quartsI also told him that I pulled all of his old service bills with us over the past two years and he has always been charged the sameThat the quarts on his bill was a typo and I apologized for thatHis car had just over quarts to specWe have a computer that takes new oil from a bulk tank to fill your engine and that we have serviced the vehicleI also told him [redacted] used a bad choice of words and did not do a great job communicating to you what he meant after looking at all your past surveysI also told him ***'s story & your story are different and that the truth lies in the middle but I greatly appreciate his business and could not give him a full refund since we did the service but I did offer a $credit on his next service for his inconvenience [redacted] thanked me for listening and understanding [redacted] also said that he is not a trouble maker he just wanted to let someone know what he thought happened and that he greatly appreciated me stepping in and taking care of himI told him to contact me with anything in the future and we both left the conversation happyI feel after talking to [redacted] I have already gone over and above giving him the $credit at Plaza Audi for any future serviceWe performed the service directly in front of him and the only thing wrong with his experience was a typo on his bill that said quarts vsquarts even though we properly filled his vehicle