Plaza Motor Company

We have swapped wheels and tires from another vehicle and test drove to verify this would correct the vibration problem Mr. [redacted] has been experiencing. After test driving the vehicle we confirmed this did fix the problem. The vehicle is still at our dealership and we have not received authorization to replace the tires. We 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

We attempted to return the customers vehicle back to them as they requested until we could reschedule to do the repairs when a larger loaner was more available. We can accommodate a larger Infiniti SUV when available. Infiniti SUV loaners are all under a stop sale and unable to be loaned out at this...

time. Infiniti only allows for a maximum of $240 in loaner coverage at the discretion of the dealer. We are already paying the difference for any overage on a loaner vehicle. I expect her vehicle to be ready by possibly tomorrow the 10th or Monday the 13th.

Hello,   [redacted] did in fact contact me on the dates that are mentioned in her complaint. On each occasion I instructed Mrs. [redacted] that I needed to have a signed copy of a cancellation in order to cancel her service contract. I also ensured Mrs. [redacted] that she was entitled to a full refund...

of her service contract per our agreement. My last conversation with Mrs. [redacted] was on December 7th. I again reassured Mrs. [redacted] that she would still receive a full refund for the service contract but I still needed a signed cancellation form. I emailed the form to Mrs. [redacted] to sign. Mrs. [redacted] filled the cancellation request out and sent it back to me while on vacation. I have attached the cancellation form to this email.   Please let me know if you need any further details.

Initial Business Response /* (1000, 5, 2015/06/08) */
Mr. [redacted] recently contacted me for the first time since October 2013, at which there was an issue with the battery and an update needed to the computer in his vehicle. When he had contacted me regarding the said issues, [redacted] had already...

purchased the dealership back (in 2013) from Plaza Motors. I pulled strings and had [redacted] send a computer and we fixed his car, sending the computer back to them. Since then, [redacted] has filed bankruptcy and we longer have any contact or capabilities to get the special tools required since they had purchased our [redacted] dealership back from us. In regards to the inclination for Mr. [redacted] to sue us, that was never brought up or mentioned. As far as responsibility goes, I cannot do anything because the dealership is no longer associated with [redacted].

We have repaired Ms. [redacted]'s vehicle each time it has been in. We have provided a loaner car each time. We have offered her two (2) different cars that she drove for a week. Each time, she returns the cars and has a reason not to trade her car. At this point, we will always offer to inspect her car...

for issues. We will cover them under warranty if the item is a covered component. If 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

Ms. [redacted] completed the lease for a new 2018 A5 as she indicated on 6-17-2017 and returned a few days later stating it was too small for her needs.  We went to work to upgrade her and trade-in her A5 to the larger A6 model we had coming in a week later.  When it arrived, Ms....

[redacted] and her husband indicated they didn’t care for the A6 either.  We explained that she was not required to take the A6 but that she was still committed to the A5 lease she had leased from us originally.  They became very upset with this and said they wanted to cancel the lease on the A5.  We reiterated that we would help them trade in the A5 for a suitable vehicle. Ms. [redacted] returned the following day and spoke with our Finance Manager [redacted].  He made further cost concessions on the A6 lease and Ms. [redacted] decided to complete the trade-in.  We contracted the new lease for the A6 on June 28, 2017.  She and her husband indicated they were very satisfied with the final resolution and the help of [redacted]General ManagerPlaza Audi Creve Coeur

The general manager of  Plaza Lexus, [redacted] has been in contact with the customer and has resolved the issue.

We just want the vibration issue resolved by the company so we can get our car back like we purchased it.

The General Manager [redacted] response is that Plaza Mercedes is not the leasing company. That would be [redacted]. We at the dealership have no way of knowing if she made payments or not as we are not the financial institution. The customer should call [redacted]...

directly to straighten this out. There are also sometimes other fees that could explain an additional expense. i.e. Property tax, disposition fees or any damage.

I was able to reach an agreement with Plaza Motors who agreed to pay for the repairs in full to the vehicle.  You may consider this matter closed. No further action is required. Thank you so much for your assistance.  You provide a great and necessary service to consumers.

Plaza Mercedes gave [redacted] a free detail due to the delay in getting her tire replaced back in 2015. On the third visit in 2016 she had an appointment for an oil and filter change and no detail. When the customer pulled in the service drive she let her young child out of the back seat without...

being in a car seat. One of our employees noticed this and was concerned and called the local police station and they said they would be right over to investigate because the police station is less than a half mile away. After the police questioned her she told them that she stopped down the street and put her car seat in the trunk because she was going to see about a detail while she was here. The service manager [redacted] spoke to her afterwards and explained to her we did not know that the car seat was in the trunk and was concerned that a young child was riding in a vehicle without a car seat. The customer explained her side and I apologized to her for the issue.

Out of good will we have reimbursed the customer his money for both items in question and have agreed to fix the clear bra.  We have all documents signed showing the customer agreed to pay for these items however we felt if best to reimburse them out of goodwill.  He is going to have his...

company in Arizona contact us and send us the bill for the fix.   [redacted] General Manager Plaza Lexus [redacted]

The tire manufacturer’s warranty will not cover road hazards such as pot holes. This is an insurance issue. We did offer a road hazard policy for purchase at the time of sale.  The customer declined that coverage. It would have covered the repair costs. Plaza paid for one tire as a good will gesture anyway. We feel that is more than reasonable in  this situation.    This is the first time that the detail and tank of gas has been brought to my attention. We will detail the car and fill it up with gas as promised.     Thank You,   [redacted]  Plaza Mercedes Benz General Manager Office: [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 /* (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...

discussed. Customer mailed $1000 deposit to dealership (dated 7-1-2015). Since management did not approve the offer, Plaza Jaguar Land Rover St. Louis cannot sell the vehicle because the offer is not valid. A larger deposit is unnecessary and unwanted. Plaza Jaguar Land Rover St. Louis did not cash or deposit customer's $1000 deposit, as there is no valid deal. Therefore, Plaza Jaguar Land Rover St. Louis will not "pay" customer $5000 for "rescinding" a sale that was never a sale.
Plaza Jaguar Land Rover St. Louis has the right to deny a sale to whomever. Plaza 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.

Complaint: [redacted]
I am rejecting this response because:
Manager know about the stolen (ripped out front plate), then he knows the number is damaged. Or he lies by stating , bumper had no Damages. Because we only showed missing plate complain to Aaron and some Sales guys. Service Manager was not on sight.So, right here, is is not stating the truth. Then I took pictures of old parts. (A/c repair). Plaza need to get us a new front license plate and fix damage to front bumpers. Also need to be investigated for parts fraud. We have request a front license plate, front plate frame, left fog lamp trim, and bumper fixed. Plaza got our car with license plate. If 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 too. I want just the same rights. Or does foreign peoples have no rights, and get discriminated at plaza ?????I am a German Citizen!!!![redacted]
Sincerely,

[redacted] brought his vehicle in on 05/11 for an ABS issue. Plaza 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 lights. Unfortunately light bulbs can burn out at any time and we could not predict this. After...

we were made aware of the situation we drove to the customers house and picked up his vehicle and dropped off a loaner to use. We 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 /* (1000, 7, 2015/08/24) */
We contacted St. Louis Key, they have contacted the customer and will be going to her home to make Ms. [redacted] a new key.

Initial Business Response /* (1000, 5, 2016/01/18) */
We paid the her last payment as promised. We agreed to pay off her [redacted] loan, which we did. It was approximately $3,000.00. The over-mileage was not ever discussed.
- [redacted] General Manager of Plaza Mercedes Benz.

Tell us why here.. We have returned the vehicle along with the 3000 in question to the client. I was unaware of any late fees and if they'd like to tell me what they I would be happy to discuss partial or full reimbursement. Please have the client reach out to me for further assistance.  [redacted]General ManagerPlaza Lexus  [redacted]