Plaza Motor Company

Initial Business Response /* (1000, 5, 2015/05/22) */
We sold the vehicle as-isUpon leaving the dealership, there were no lights on that would indicate there was an issue with the engineThe car was sois, which is mentioned in the buyer's guide that the buyer signed

Mr*** just purchased vehicle when he came inIt was still under the old owners name *** ***Mr*** said all previous service work had been done at Audi Creve Coeur by prior owner and we should be responsible for the oil drain plugFor starters the last
time the ***'s were at Audi Creve Coeur for oil change was over a year ago and 22,miles ago which means the vehicle had been due for two oil changes since then it's due every 10kSecondly we extract the oil from the top and refill from the top we don't remove the drain plugAddressing the rough idle issue prior owners on 9/16/were in vehicle was overheating and fans were running all the time to try and keep the engine coolIt had work done by a dealership in Ohio we replaced thermostat crossover pipe and related gaskets and seals and refilled with coolantThe vehicle ran hot for a while and may have caused additional damage internally Mr *** ask us to check his vehicle while it was here for engine vibration and we did it at no charge which typically would be a check out charge of a minimum $we found it was related to the timing chain which may have been effected during vehicle overheating and stretched*** the service advisor advised customer that the timing chain should be replaced which would include pulling engine or if not addressed may have to replace engineOur stance since we did not remove oil plug any of the services and there was a 22k gap that someone should have changed the oilAlso we did engine check out at no charge and no adjustment should be madeTo summarize he bought a A-6 with 100k + miles that old owners sold to him and needs major engine repairs. *** ***Service ManagerAudi Creve Coeur

Initial Business Response /* (1000, 5, 2015/08/17) */
Contact Name and Title: *** *** GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@plazamotors.com
Mr*** *** purchased a Mercedes Benz Eon 6/27/from our dealership with a Limited warranty for days or 1,
miles whichever comes firstThe Buyers Guide that Mr*** signed states that the dealer will pay 100% of the parts and labor for the covered items, Engine, Transmission & Drive Shaft and DifferentialWhen Mr*** contacted me about his problem of a leaking transmission and bent wheels I offered to extend his warranty for an additional days so that he would have time to return the vehicle to us to inspect the vehicle and preform the necessary repairs, we are willing to repair the wheels if our technicians determine that they are bent even though they are not part of the warranty listed as covered items

Complaint: ***
I am rejecting this response because:I cannot accept this reply as being a customer I am been cheated with this just after purchase of this carFrom my first service visit when the car was just at miles I had complained about the vibration issueWhich they deliberately ignored and kept informing me that it’s a minor issueThis they managed to fool me around in my repeated visits for the same Vibration issue saying it’s a minor issue.Finally when I after repeated visits to their plaza for the same vibration in my car I felt like being cheated with this car and decided to drop it at their plaza until they fix my problem completelyThis time they examined and they changed the rotors of the carLater they informed me that the problem is still there if the car reaches or goes above 70mphI was like then why change the rotors …?? Now they examine and want to change the tires and check if the vibration is still there and still they are not sure if tires are the issuesNow they even after taking this long time to diagnose the problem my warranty period has expired so they want me to pay for this expenseFor their incomplete knowledge about this problem they deliberately kept extending my problem so my warranty expires and they can charge me for a problem which was there from the beginning in the carThey sold me a defective car in lieu of a new car.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the mats that were promised have not been delivered at this time. I did received the contract that was
promised. Perhaps the mats may be here within the next few days. At that time, I will notify you
Sincerely,
*** ***

After filing an initial complaint with the Revdex.com concerning Plaza Collision Repair CenterAfter observing scuff marks and stretchesI receive a response back from Kevin informing
me the damages would be taking ofAfter hand washing my SUV I've noticed the sensors that are in the bumper are not seated against the bumper, also when in drive and approaching an object in the front, the front sensors detach an object but both front and rear indicator lights up on monitorBut the biggest problem I notice as night, as I open my garage at night and the car lights reflect out the bumper, the trailer hutch cover paint do not match the bumperThe bumper is black but the trailer hutch cover looks like dark off greenIn the day light the bumper and cover looks great, but at light the cover stick out like a sore thumbSaturday was my first opportunity to really inspect my SUV as I was washing itSo later that night as I putting my motorcycle in the garage and the head light reflected out the bumper is when I noticed the different colors in the paint on the hutch coverAs long as Plaza Motor has been in business you would thing they would treat their customers betterI took my Infiniti to a Infiniti dealership for repair, I never would have thought I would had so many problemsReseat the sensors to the bumper, stop front and rear sensors from indicating when the front see the object, and MATCH THE PAINT ON THE HUTCH COVER TO THE REAR BUMPER, PLEASE!!!!

Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***@plazamotors.com
Mr*** loan on his trade in has been paid off plates to his new vehicle has been issued and service contract has been cancelled and payment issued to the lien holderAll Mr***'s
issues has been resolved

We brought the vehicle back in after customer called concerned about replacement parts, we checked part on vehicle with replacement part on shelfBoth had a green replacement label on partWe replaced the dehydrator again just to be on the safe side, also covered an oil change at no charge for
the inconvenienceThe vehicle is a with 118k miles on itThe customer called back after replacement of dehydrator say the license plate was missing, we checked the car wash and shop no plate or bracket presentThe bumper does not have to be removed for repairThe front bumper showed no sign of damage like the plate was ripped out of the bumper from a car wash, we ordered a new plate frame for the vehicle. Thank You,*** ***Plaza Mercedes Benz Service ManagerOffice: ***

We have resolved the issue with the customer Mr*** and he is satisfied with the outcome

Complaint: ***
I am rejecting this response because:Since there are vehicle on the road today that's older than mine in which customers have experience the same problem, that has been corrected, technicians I've talk to says the dashboard creaking noise can be corrected. If older models cars experience problem with new parts install on them such as brakes,waterpumps,timming belts,etc then why own that older model vehicle. I would make one last final request for you (Plaza Motor) to carry out the repair of my dashboard if however you are not prepare to do this, then I have no choice but to involve a 3rd party and if necessary use every available resources to get this issue solve
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
His statement is not 100% true
Sincerely,
*** ***

We did indeed fill out the paper for Mrs *** and is Currently being Processed here is a copy of the Cancellation

Initial Business Response /* (1000, 7, 2015/06/04) */
The customer thinks that the convertor should be replaced under warrantyThe vehicle now has 100,miles on it and the warranty expired at 80,miles for this partThe customer said they feel it should be covered because they had
complained about a noise in the past that could be described as a convertor noiseThe last complaint that they had with this concern was on 9-19-at 56,miles on the vehicleAt that time they inspected the convertors and checked for codesNothing was found to be aband there were no codes stored in the system indicating a problem in the exhaustNow 40,miles later there is a problem and they must be replacedThe customer did contact me about this and I contacted Infiniti on their behalfI explained that the customer thought this concern had been there for a whileI told Infiniti that they were still coming in for service since then but had not complained about the noiseI was able to get Infiniti to pay for the labor if the customer pays for the partsWe contacted the customer and waited for their decisionWe followed up and they still hadn't decidedFinally they told me to go ahead do the repairs on 5/The customer had been pushing the matter further up the line through Infiniti so we were allowing them to try and negotiate something betterThey did not get a better deal from InfinitiThe customer did tell me to proceed with repairs but thought that Plaza should now pay for the partsI explained to the customer that we were giving him a reduced price on the partsSince Infiniti was willing to assist so were weThey thought we should pay for all of the parts and I explained to him that just like the manufacturer we were helping his cost be reduced but he would be responsible for the partsHe agreed and gave me authorization to proceed with repairs on 5/Apparently the customer then opened up a Revdex.com case thenThe vehicle is out of warranty by over 20,milesThey have not logged a concern about this with Infiniti in over 40,milesThe time that they did make a complaint nothing was found to be out of parameters according to the manufacturerInfiniti is paying over $1,dollars in labor for this customerWe have reduced the parts pricing to give the customer a better deal than normalI don't feel the customer deserves any moreSince they were working with Infiniti Consumer Affairs, they have also been driving one of our loaners the entire time since April 3rd

Mr& Ms*** were informed of the door lock and door trim damage when the vehicle was brought here for the airbag/seatbelt light that were being fixed by *** Body Shop, due to prior body repairs they completed. We found connector unplugged for the driver's side airbag during the
diagnosis and informed the body shop of the issue. They agreed to pay for reconnection of the air bag switch and clearing the air bag codesFound door panel to be in very poor condition, cosmetically wood door trim was chipped as well as inside the door panelthe door lock indicator was broken off, but functional at that timeMr*** was informed of these issues and declined repairs at that time Sincerely,*** ***Market Controller

Initial Business Response /* (1000, 7, 2016/01/22) */
[redacted], 2004 Lexus EX330: Revdex.com Case XXXXXXX
The [redacted] vehicle arrived with a broken sunroof glass. The insurance company was [redacted] whom we are a direct repair shop for.
We replaced the sunroof glass, repaired the roof and...

refinished it, replaces the right front leather and the rear seat leather because of scratches from the glass breakage.
We called the customer and left them know the vehicle was completed. When the customer came in, she said that the front driver's seat did not match in color with the new seat that were installed. I let her know that there is 11 years ware on the driver's seat, so I wasn't sure they would match. She said she would not take the vehicle looking like that and left. I called the insurance company and they decided to replace the driver's seat covering. The seat cover was no longer available through the OME, so [redacted] located a place that would make one. Once the cover arrived, we had it installed and called the customer letting them know the vehicle was ready 6-18. They were not able to pick-up until the following week.
Before the vehicle left, it was inspected by the Plaza estimator, the [redacted] appraiser and myself. Miss [redacted] came in to take delivery and went over the repairs and left.
The Gilmores called about a week later saying that the seats are defective, I asked her when she could come in for us to look at them. We set a time and we had the appraiser from [redacted] here. He took photos of some new scratches to the right front seat bottom and right rear seat bottom and told them he would get back to them. [redacted] called me a week later stating that the damage was not something they would cover and they felt this was done after the seats were replaced.
Miss [redacted] called about the sunroof not operating properly and I asked her to stop in. When she brought the vehicle in, we adjusted the timing and the problem was resolved.
Miss [redacted] called on 8/5 wanting us to replace the seat covers and sunroof motor. At that time, I let her know we could check the sunroof motor to see what the problem was, but the seats are something damaged after it left here.
I received a call from [redacted], her attorney from [redacted] on 8/7/15. I explained everything to him and sent the invoices for the parts replaced.
Miss [redacted] made an appointment to see the GM of Plaza Motors, [redacted] During said meeting, [redacted] let her know we had done the repairs we were paid for, however if there was anything else to bring it to me. I haven't heard from the [redacted]'s.
We did all the repairs we were paid for. We answered her attorney's questions and supplied invoices. We haven't heard from Miss [redacted], although this will not change the outcome. The seat covers were clearly damaged after the vehicle was delivered to the customer and the sunroof timing was already set. I am not sure what else we can do.
- [redacted] Plaza Collision Manager

I received my refund check after submitting a second cancellation form on 12/8/2016. They never acknowledged the first form that was signed in person at the dealership on 10/28/2016 even though I offered to send them a copy. [redacted] insisted I had to sign a new form that he e-mailed me and I was able to return via e-mail. Previously, back in October, he said the only way I could submit the cancellation notice was by visiting the dealership in person to sign the form. While my case can be considered closed since I received my refund check, I want to point out there was NO communication coming from anyone at Plaza regarding the status of my situation. I was not made aware of a possible delay due to [redacted]'s vacation, I never received a call back from the Sales Manager to assure me my issue was being addressed, nor did I receive a follow-up letting me know my refund was being processed. They make it very difficult to cancel the warranty by changing the process and not communicating. It is interesting that the refund check was from Plaza instead of the warranty company. I was told the reason it takes so long to get a refund is because it is processed by the warranty company and Plaza isn't involved. Another lie. Thank you for your assistance in closing my case.

Initial Business Response /* (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 accident. He was surprised that I called on the weekend. I 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 work. I 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 longer. We brought the car back to Plaza for him to inspect. Mr. [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 was. Mr. [redacted] asked about the extended warranty & [redacted] from Pinnacle replied he will turn the request in to his corporate office and wait for their decision. After 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 repaired. I also told Mr. [redacted] that I would cover his service bill. Mr. [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 vehicle. I was willing to pay for his service bill which Plaza did. I also gave Pinnacle a quote for the JM&A extended warranties that we offer on Mr. [redacted]'s 2006 90,000 miles Audi A4 Cab. I gave Pinnacle the retail price & cost of the warranty. Mr. [redacted] also requested the price sheet which I emailed to him. After Mr. [redacted]'s vehicle was finished we contacted him and about a week went by when he arrived to pick his car up. He noticed some more damage that was on the trunk lid and pointed out the passenger side. I 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 lid. As far as the passenger side and the warranty, that was between him and Pinnacle. Mr. [redacted] never returned. I 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 did. We never agreed to fix the passenger side & we never agreed to give him an extended warranty. I feel like we did go over and beyond for the circumstances of this minor accident. We repaired the vehicle & paid his service bill. Pinnacle was going to offer him a $500 credit but he never returned. I know it is not an extended warranty but a small fender bender in my mind does not constitute an extended warranty. We will still offer the $500 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 rotation. While at the dealership, the vehicle was damaged on the LR rear bumper and Left Quarter Panel. The damage was caused by a staff member from Pinnacle Automotive Hospitality, a company that we outsource as a concierge service to move and wash vehicles. The 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 group. The 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 $1,939.88. 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 /* (1500, 7, 2015/08/11) */

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 ready. After I learned that the oil change wasn’t done and it had to be sent back through service. At that point I give my husband [redacted] contact information. As 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 car. Also every time I’ve come to Plaza for repair it would  states in invoice what was advised to the costumer. This wasn’t the case. 
Sincerely,
[redacted]

Obviously we will be happy to take care of the issue. Please assure the client of that. Is there a name and or phone number so we can reach out and schedule a time to get it handled. I will be more than happy to call.  [redacted] General Manager Plaza Lexus   [redacted]

Initial Business Response /* (1000, 7, 2015/11/05) */
On 08/11/15 [redacted] had her 2006 CL500 towed into Plaza Mercedes for the ABC light coming on and the left side of the vehicle sitting low. After 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 brakes. We had to replace the front brakes before she could drive the car off the lot. We replaced both front struts and the necessary hoses on the front and performed rodeo to bleed system. We noted that the pump for the system is weak but functioning at this time. Before we started the repairs she waited a long time to give us authorization to complete the repair because of the expense involved. We 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 repairs. After the repairs were completed the vehicle sat here for a while before she picked it up. At 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 missing. All of these repairs were declined. After customer picked up vehicle on 09/2/15 she drove the vehicle over a thousand miles and had the vehicle back for a month. When she returned with the suspension down we diagnosed it as needing a L/R strut now nothing was wrong with the front we just repaired. On 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 leak. This vehicle is nine years old and has 180,000 miles on it and any part on this vehicle can go out at any time. If 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 struts. We 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.