Poway Mitsubishi/Hyundai

Mrand Mrs [redacted] purchased their vehicle from us on April 2, We typed their contact at 2.99% and gave them the option to obtain their own financingWhen Mr [redacted] returned to the dealership with a check from his credit union, the amount on the check was significantly less than the amount he owed to pay off the contractWe advised him to go back to his credit union, with the contract, and have the amount of the check correctedHe then returned or times with notes from his credit union, but still no check for the correct amountApproximately days “after” the option contract expired, we were forced to send the contract to [redacted] at 2.99%, NOT 4.99%Furthermore, we advised Mr [redacted] how to cancel the service contract and the gap insurance, which he purchased when he purchased the vehicle, so that he could get reimbursedWe have interviewed all of the sales people who had contact with Mr [redacted] regarding the “remote” he spoke of in the complaint None of them ever spoke to him about a remoteFurthermore, there was no agreement as part of the transaction to provide Mrand Mrs [redacted] with a remote Due to the facts above, we believe we have fulfilled all our obligations and consider this matter closed

Miss [redacted] first contacted us on July 1st regarding this problem and set an appointment to bring the vehicle into our service department on July 2ndHowever she did not keep the appointmentThen days ago she sent an email to one of our internet department employees who failed to pass the email to his managerWe have instructed our service manager to ask the customer to bring the vehicle in so we can diagnose the problem at no charge to Miss [redacted] Once we have a diagnosis we will determine how to proceed with Miss [redacted] Miss [redacted] was offered an extended service agreement when she purchased the vehicle and declined Obviously a vehicle that is years old and has over 100,miles on it, is at risk to have some mechanical issues from time to timeThis particular vehicle had no remaining warranty and that was properly disclosed to the customer at the time of purchase That being said, we are reaching out to Miss [redacted] and we will offer the repairs to her at no, or minimal mark up in order to assist her

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

Please see the email below, which was sent to Mrs [redacted] by our service manager, in response to her voicemail I received this morning, and now consider this case closed Sincerely, [redacted] - General Manager ***, This is in response to the voice mail we received over the weekend We understand your concerns and take them very seriously ***, [redacted] and myself have discussed your concerns and situation in great detailOur conclusion based off of facts is that Poway Auto Group did not sell you a vehicle that was mechanically flawed, unsafe, or in need of a particular maintenance in order to be road worthyThe vehicle you purchased met all requirements of a dealership pre owned vehicle We sell many pre owned vehiclesEach vehicle goes through a detailed inspection process The vehicle must pass the inspection process to qualify as a pre owned vehicle on our lot Qualifications include making sure the vehicle is safe, has no mechanical or drivability issues, wear components such as tires, brakes and battery are in good working order or have at least 50% usable life remaining In this particular situation a vehicle we sold was inspected at another new car dealership shortly after purchase and passed the inspection process thereThen the vehicle traveled miles and developed a brake squeakThis does not make the selling dealer at faultThe brake pads were still good, the car was still safe There is a concern of the brake rotors possibly being compromised at time of sale which I will address Brake rotors are subject many different types of wear Brake rotors can be warped, grooved, to thin - not enough material remaining, hot spots, discoloration The brake pads do not need to be removed to evaluate condition of rotorsOn most vehicles 75% of the brake rotor is exposed when the wheel is removed At the time the vehicle in question went through our inspection process the front brakes pads had greater than 75% of life remaining, the brake rotors did not show signs of being “warped, grooved, to thin-not enough material remaining, hot spots, or discolored” so we left them aloneThe rear brake pads were below 50% so we installed new brakes pads, the rear rotors did not show signs of being “warped, grooved, to thin-not enough materiel remaining, hot spots, or discolored” so we left them aloneAnother dealership was asked to inspect the vehicle and came up with the same resultsIt wasn’t until after miles of operation did a brake squeak developit may have been necessary after the miles of driving that the rotors needed attention to resolve the brake squeak We did reach out to Vernon & Fletcher the shop in Texas that did the work on the brakesSpoke to Clyde-owner, he said the vehicle was not unsafe to drive when it arrived to him, and that the repairs were strictly to correct and guarantee correction of a slight brake squeak Dealerships in the used car business typically do not guarantee items of this sort after miles of operation If the vehicle was all of a sudden unsafe to drive, or had mechanical problems we would entertain assistance The Nissan Altima in question does not exhibit any qualifying problem that Poway Hyundai will be held responsible for We have reviewed your concern and have come to the conclusion that we will not entertain reimbursement for work done at another repair facility Thank you, Sincerely [redacted] *** [redacted] Service Manager-Poway Hyundai/Mitsubishi [redacted] Poway Road, Poway, CA [redacted] Phone Direct: [redacted]

Mr [redacted] did, in fact, come in to our dealership and express to [redacted] ***, our Hyundai sales manager, that he felt we had attempted to “bait and switch” the vehicle that [redacted] , our internet representative, had quoted him onAt that time [redacted] explained to Mr [redacted] that we had quoted him on the car we had at the dealership (without the tech package) and did not attempt to trick him in any wayMr [redacted] became very upset and refused to acknowledge ***’s explanationAfter Mr [redacted] left, [redacted] attempted to reach out to him and explain how our quote was on the car we had at the dealership and again Mr [redacted] refused any form of civil conversation with himI have attached the actual quote we provided prior to his arrival at the dealershipYou can plainly see that that we explicitly disclosed that the quote we provided was on a Tucson WITHOUT the tech package Our quote spelled out the MSRP on our vehicle (which is thousands less than a comparable one with the tech package) and the dealer discounts and available rebate on the vehicleWe also provided a link on the quote to the exact vehicle we quoted him onThis link is page of the attachmentNo attempt was made to misinform Mr [redacted] and every attempt we made to explain that fact fell on deaf ears Our employees are held to the highest ethical standards and any type of unethical tactics are totally unacceptable to usI apologize if Mr [redacted] feels we tried to "bait and switch" himFortunately the facts are quite clear in the attachment Sincerely, [redacted] General Manager

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, [redacted] the salesman that sold the car was questioned on this....they have very comvenient memories, any answer why they sent it to wells after being told not to, that there was a approval from [redacted] ; no only did they send it there but at a rate 2% more than we had been approved for. I have a mailing list of over 300 friends most in the Ramona area....too bad, nice building bad customer service.. the answer is what I expected , no action

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** *** **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am contacting The State of California Consumer Affairs with my concerns regarding this matter to check State Law requirements for dealerships to follow on brakes and tiresI do not feel the brakes were properly addressed by Poway Mitsubishi

Miss *** first contacted us
on July 1st regarding this problem and set an appointment to bring
the vehicle into our service department on July 2ndHowever she did
not keep the appointmentThen days ago she sent an email to one of our
internet department employees who failed to pass
the email to his managerWe
have instructed our service manager to ask the customer to bring the vehicle in
so we can diagnose the problem at no charge to Miss ***Once we have a
diagnosis we will determine how to proceed with Miss ***
Miss *** was offered an
extended service agreement when she purchased the vehicle and declined
Obviously a vehicle that is years old and has over 100,miles on it, is
at risk to have some mechanical issues from time to timeThis particular vehicle
had no remaining warranty and that was properly disclosed to the customer at
the time of purchase
That being said, we are reaching
out to Miss *** and we will offer the repairs to her at no, or minimal mark
up in order to assist her

Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** *** **

It is our understanding Mr*** took the vehicle to an independent repair facility in Texas who basically sold him services that were never needed, and/or misdiagnosed the vehicleThis all happened after the vehicle was taken by Mr*** to Mossy Nissan in San Diego who checked
the vehicle out and never found any brake defects
If there is any claim, it should be filed against the repair facility in Texas
Sincerely,
*** *** - General Manager

We have made numerous attempts to contact Mr*** and
inform him that we will paint the entire bumper, but as of today he has not
returned our messagesWhen he does contact us we will set an appointment to
have his bumper completely painted

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Mr*** was clear that he understood we were looking for the vehicle with the tech package and stated that he had located one He indicated that we could test drive a model without the tech package and "than proceed to to retrive the white one..." The email continues by saying "Below is your quote" I assumed, as I think anyone would, that the quote was for the vehicle he would retrieve, not the one in stock that we did not want I have since seen many reviews on line for this dealership with many customers claiming the same thing was done to them
I should have known something was strange because Mr*** sent me an email saying he would be available at 5:to meet with us and I confirmed When we arrived at 5:he shook my hand and passed me on to a very young salesman I did not understand why he would do this when he had made an appointment to help me I think he new that he had tricked me and didn't want to have to explain

We have no knowledge of what
*** told his father, however, when he was in the dealership purchasing the
vehicle, he was verbally informed that the Lojack and Window Etch products were
“Dealer installed” and that they had both been pre-installed on that particular
vehicleHe was also
informed that both items were “optional”In the attached
documents you will find the four forms which explicitly state that these items
were optional and you will find of ***’s signatures on those documents
Since we incurred costs by installing and activating those items, when ***
asked us to cancel them we informed him that we couldn’t do thatHowever, on
January 30, we did in fact, and at significant cost to the dealership,
refund $1,to ***Since both items were installed, activated and
registered we could not recoup our costs from our vendorsSo the
end result is that Mr*** received both items for freeBased on the way
*** negotiated the vehicle price “with” the aftermarket products, we believe
that was his intent from the very beginningWe consider this transaction
closed.Sincerely,*** *** - General Manager

Miss [redacted] first contacted us
on July 1st regarding this problem and set an appointment...

to bring
the vehicle into our service department on July 2nd. However she did
not keep the appointment. Then 3 days ago she sent an email to one of our
internet department employees who failed to pass the email to his manager. We
have instructed our service manager to ask the customer to bring the vehicle in
so we can diagnose the problem at no charge to Miss [redacted]. Once we have a
diagnosis we will determine how to proceed with Miss [redacted].
Miss [redacted] was offered an
extended service agreement when she purchased the vehicle and declined.
Obviously a vehicle that is 14 years old and has over 100,000 miles on it, is
at risk to have some mechanical issues from time to time. This particular vehicle
had no remaining warranty and that was properly disclosed to the customer at
the time of purchase.
That being said, we are reaching
out to Miss [redacted] and we will offer the repairs to her at no, or minimal mark
up in order to assist her.

Mr. and Mrs. [redacted], we have attached a copy of the [redacted] approval, that we received on April 12. It shows an acquisition rate of 2.99% and a customer rate of 2.99%. Since you have refinanced this with [redacted] we understand that this is irrelevant now. We have also attached a copy of the “get ready instructions” indicating that no items were promised to be part of the vehicle transaction, namely the “remote”. However, we have researched the remote issue and obtained, from our service department,  the receipt for the remote control that you purchased after the sale. That receipt is also attached. Although this was not part of the transaction agreement,  we will send a check to you for the amount on the invoice with our apologies.

Mr. and Mrs. [redacted] purchased their vehicle from us on April 2, 2015.  We typed their contact at 2.99% and gave them the option to obtain their own financing. When Mr. [redacted] returned to the...

dealership with a check from his credit union, the amount on the check was significantly less than the amount he owed to pay off the contract. We advised him to go back to his credit union, with the contract, and have the amount of the check corrected. He then returned 2 or 3 times with notes from his credit union, but still no check for the correct amount. Approximately 10 days “after” the option contract expired, we were forced to send the contract to [redacted] at 2.99%, NOT 4.99%. Furthermore, we advised Mr. [redacted] how to cancel the service contract and the gap insurance, which he purchased when he purchased the vehicle, so that he could get reimbursed. We have interviewed all of the sales people who had contact with Mr. [redacted] regarding the “remote” he spoke of in the complaint.  None of them ever spoke to him about a remote. Furthermore, there was no agreement as part of the transaction to provide Mr. and Mrs. [redacted] with a remote.
Due to the facts above, we believe we have fulfilled all our obligations and consider this matter closed.

Mr. [redacted] did, in fact, come in to our dealership and
express to [redacted], our Hyundai sales manager, that he felt we had attempted
 to “bait and switch” the vehicle that [redacted], our internet
representative, had quoted him on. At that time [redacted] explained to Mr. [redacted]
that we had quoted him on the car we had at the dealership (without the tech
package)  and did not attempt to trick him in any way. Mr. [redacted] became
very upset and refused to acknowledge [redacted]’s explanation. After Mr. [redacted]
left, [redacted] attempted to reach out to him and explain how our quote was on the
car we had at the dealership and again Mr. [redacted] refused any form of civil
conversation with him. I have attached the actual quote we provided prior to
his arrival at the dealership. You can plainly see that that we explicitly
disclosed that the quote we provided was on a Tucson WITHOUT the tech package.
Our quote spelled out the MSRP on our vehicle (which is thousands less than a
comparable one with the tech package) and the dealer discounts and available
rebate on the vehicle. We also provided a link on the quote to the exact
vehicle we quoted him on. This link is page 3 of the attachment. No attempt was
made to misinform Mr. [redacted] and every attempt we made to explain that fact
fell on deaf ears.
Our employees are held to the highest ethical standards and any type of unethical tactics are totally unacceptable to us. I apologize if Mr. [redacted] feels we tried to "bait and switch" him. Fortunately the facts are quite clear in the attachment.
Sincerely,
[redacted]
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]  the salesman that sold the car was questioned on this....they have very comvenient memories,  any answer why they sent it to wells  after being told not to, that there was a  approval from  [redacted]  ; no only did they send it there but at a rate 2% more than we had been approved for.   I have a mailing list of over  300 friends most in the Ramona area....too bad, nice building bad customer service.. the answer is what I expected , no action