As previously stated, we had not advised of a performance issue by the customer. In September 2014, a 30k mile service was performed on the vehicle - part of that service includes a road test. The customer did not express any concerns over performance issues at that time, nor did the service technician notice any pulling or swerving during the road test. The customer next brought the vehicle in for a tire pressure issue in October of 2014, that was diagnosed as a faulty valve stem core (manufacturer defect) in the passenger rear tire.We are willing to work with the customer to resolve the matters, if she so chooses; however, we stand by our original response that the body work performed on the vehicle had no effect on the cd player. We respectfully request that this matter be closed.
Revdex.com:
I have reviewed the response submitted by...
the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Although I was pleased that Prime Honda covered the cost of the door and trunk key cylinders, I was charged $327.00 for the replacement of the ignition which was caused by the same poorly designed key. Moreover, a request for an extended warranty on the parts, I was denied. Because I've had to replace the key cylinders about every two years at my own expense, I would expect a warranty of at least two years on these replacement parts.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. [redacted] Feb 13to me Hi [redacted], I'm [redacted]d that you are enjoying the loaner. Now, in regards to your concerns your vehicle compared to the [redacted] is a much lighter car. The [redacted] is one of the best performing vehicle that we have, and it is a heavier vehicle. But is a completely different vehicle, with a different transmission as well. The [redacted] is an all wheel drive / 4 matic. Your [redacted] even though is [redacted] its mostly a front wheel drive, so most of the work is done by the front tires. It switches all the time, compared to the [redacted] which remains [redacted] at all times. The [redacted] is honestly not the best car for the winter, what could help could be some snow tires, it will help with the slipping. Unfortunately, your vehicle does not come with the option of switching the driving mode that is in I verified with the tech. Vehicle is being worked on, we are trying to duplicate the transmission issue. Hope this information helps, I'm sorry its probably not what you wanted to hear =/ If you have any questions call or email me Thank you. [redacted] | Service Advisor[redacted]
[redacted] of Westwood425 Providence Highway | Westwood, MA 02090Prime Motor Group A new kind of car buying experience. [redacted] <[redacted]> Feb 13to [redacted] Good day, Thank you for this information, I wish the sales person and his boss was honest because [redacted] would have not gotten my money, even to lease! I would not have pick this car if I was told it was not good in the snow, of course I asked.. It was winter when I purchased it! The sales person and his boss made me believe it was better than the [redacted] that I was first looking at. I need to schedule an appointment to get out of this lease immediately, I'm not happy at all! I purchased a [redacted] in 2001, and never had this type of issue but did have others and I crossed over to [redacted]. I thought to try again and again I'm displeased! I'm sorry! I know it's not your fault however, I would not have traded in my fully loaded, all wheel drive [redacted] if I was told the truth about this car being a front wheel drive car! [redacted] <[redacted]> Feb 14to [redacted] Good day, I have not formally met you however, you may have heard some of my story! Short synopsis; I signed a lease agreement for a [redacted] less than a year ago. However, my first concern began shortly after my purchase. So, I was interested in the [redacted] car but was quickly pointed towards the 250 and was told how great the performance of the vehicle was being that it was a All wheel drive/[redacted]. I was told "it will drive just like the ** I was trading in drove" ( it was winter when I purchased the car) so of course my focus was that I was buying a good crossover vehicle that handled well in the snow, remember we did not get much snow last year, especially after I purchased the [redacted]. This car does not compare! The sales person and his boss first sold me the [redacted] model with all the bells and whistles however, I was informed by a family member that the tires on that model would be horrible in the snow. I called and ask if there was a different model without the [redacted] rims with the thin 19 or 20 inch tires/rims. I was called back and told that they found another model that has all the same bells and whistles but with regular all season tires but it was not on site. My pick up was for the next day.. Smh it was not ready and lots of confusion/frustration and hours later I left with the car. I then realized weeks later the options was not what I was told! Tires/rims supposed to be dark not silver, the car was supposed to have power everything like the other, and it's supposed to be great in the snow! I totally have other concerns but will wait to speak with someone. I was truly misled about the car and the performance of the vehicle, I wish we had snow last year when the car was purchased because the sales person would have received this car back. Please contact me at your earliest convenience. Best, [redacted] <[redacted]> 12/13/16to [redacted] Good morning, I received your message. I know I requested both the service and the tire. The first car I had under the agreement had [redacted] tires and that was the reason I first requested the tire protection and the service was also requested. My sales person was [redacted] and the finance person was a lady I totally forgot her name. However, these 2 people made so many mistakes however, I first was only putting down 5,000 with a fully loaded car and they told me I needed to give a 1,000 or so more to include those 2 purchases to keep my payments where I wanted it, which I did.. Then they found me a different car without the [redacted] but everything else was to stay the same. I signed the paperwork 3 times. They was also supposed to change the rims to the smoked and that did not happen along with them giving me a car with partial electric seats only for one seat when I was told everything would be the same other than it would not be [redacted].. So, I don't have any of the paperwork with me because I am away however, I will calm the sales person because he knows what I requested and why for this leased car. I would not go from a car with All the services included to one that does not have any at all! Something is not right, and was not right from the beginning which I am now realizing! Sent from my [redacted] <[redacted]> 12/13/16to me Hi [redacted], I brought this to the attention of our GM, her name is also [redacted]. I explained the situation to her and we are going to resolve this for you. She's going to make sure that you would have your two pre-paid maintenances packages added to the deal in your car, as well as your tire and wheel protection (which you already had). Unfortunately, there is nothing that we can do as far as the smoked rims and the electric seats since those cant be added to the vehicle now. However, [redacted] is more than happy to speak to you if you would like. As soon as I get all the paperwork with the confirmation of the maintenance services I will let you know, and I will mail you a copy of the agreement as well. If you have any questions please let me know. I'm happy to help. [redacted] <[redacted]> Feb 28 (1 day ago)to [redacted] Good afternoon [redacted], My was having the power/acceleration issue. I pulled off the highway as I was told before and turned off the car for a few minutes and it drove home fine. However, I was told by a dealer nearby my house that turning off the car and restarting may reset the results of the computer (not sure if that's the proper term) and this will enable you guys to find the problem unless it happens for the computer to read again. They stated I should never turn it off when it is happening so you guys can find the problem. Is this true? Whatever is wrong with this car, it's not safe especially when driving on the highway and I can not go over 40 at times. I guess I need to schedule another pick up. Smh Sent from my [redacted]The general managers email state I signed documents. However, every document I send was signed on the day of pick up of the vehicle. However, when I speak of bait and switch, I state that because I looked at many cars one also being a [redacted] but it was a [redacted] model. I choose to request not to have the [redacted] model because I was informed by my family that this model tires would not work well in the snowy months. Please ask the general manager to ask the GM, finance and sales person what issues transpired with this transaction! I have messages from the sales person that state the lease will be 3 years with a 5 to 6 month early out. Either way, my main concern is I was told that this vehicle was all wheel drive and then when I started complaining I was then told the vehicle was front wheel drive. Either the staff lied to me for them to seal the deal or they just did not know some of the vehicle are not All wheel drive, which I asked multiple time. Lastly, I sent an email to the dealer because I am still having a problem with the car and as of today know one has responded. I have emails detailing most of these issues and the dealers response. Also, was not at the deal but once before I picked up my vehicle I did most of the back and forth through phone, text and email with the dealer for this purchase. Lastly, I never leaded before and the GM at the time told me they would walk me through the process step by step. I thought they would have been honest in all however, I guess I thought wrong! I want what I was told I was buying an ALL WHEEL DRIVE cross over vehicle that gets through the snow with no problems as I was told! I went from an [redacted] AWD and I was told this vehicle was the same and that was not the truth!
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
I have not yet received the refund as agreed to. Regards,
[redacted]
We would like to thank Mr. [redacted] for providing the attachments and sincerely apologize for our errors. Mr. [redacted] has canceled the Road Hazard as requested; he is extremely apologetic for the misunderstanding. He recalls a conversation with Mr. [redacted] at which time he (Mr. [redacted]) indicated he would keep the Road Hazard because of the road conditions in Boston. Unfortunately, he did not memorialize this conversation in writing after the call ended. As for the $75 refund, please be advised that Mr. [redacted] contacted the accounting department to issue a check to Mr. [redacted].
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.I spoke with the sales manager, [redacted] who unfortunately sounds like he did not receive my voicemails. He agreed with me that the damage should have been covered by [redacted] and was surprised that it wasn't. He was quite gracious and offered to have me come in to repair the damage to the hood. Unfortunately I'm currently moving out of state, so he offered to send a check that should cover the costs.I remain disappointed that the service department was unable/unwilling to resolve the issue and that the sales department had to get involved, but I do think that [redacted] made a genuine effort to make things right once I was successful through this venue in getting in touch with him.
Regards,
[redacted]
At the time the customer placed the order for the key and transponder, it was on a national back order. Both of the customer's keys arrived at the same time and he was charged for both sets. We have contacted the customer to reimburse him for the second ordered key. Customer's...
We again apologize; however as stated previously, the telephone number was provided to us via a third party internet sales inquiry/solicitation. Mr. [redacted]’s response of “wrong number” did not put our sales agent on notice to not call; therefore, it would have been careless of the sales agent to not follow up on a possible wrong number. As soon as we were put on notice to opt Mr. [redacted]’s number out of our system we complied.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
That is not the way that I recall the events transpiring. As a matter of fact, on Tuesday following the purchase and again on the Thursday following the purchase I sent two separate emails to [redacted] and [redacted] mentioning that someone had contacted me about the outstanding bill with the [redacted] and received no reply from Prime Volvo. (see attached emails) On Thursday evening following the purchase I also received a voicemail from the Sales Manager effectively stating that I did not have the deal that I thought had been negotiated. He requested that I return his call if I had any questions. I returned his call and left a voicemail and requested that he contact me. He did not. Regards,
[redacted]
The customer purchased her vehicle on June 25, 2015, at which time there were approximately 46,260 miles on the vehicle. The customer also purchased an extended service contract.Shortly after purchase (July 25, 2015), she returned regarding a few concerns with the vehicle. We performed...
the testing and inspections at no cost to her. Additionally, as an offer of good will, we covered the small amount of work that was needed. In December of 2015, the customer brought the vehicle in for normal maintenance and a transmission concern. It was recommended that the transmission fluid be replaced, and, since it was not covered under her extended service contract, the customer voiced her displeasure with having to pay for the fluid change. Again, we covered the cost as an offer of goodwill.A recent service visit (March 16) was covered by her extended service contract and she only had to pay the deductible, $100.The issue at the basis of this complaint is an illuminated check engine light and the fact that the customer does not want to pay for the diagnostic fee. Whereas the vehicle is a [redacted], we do not have the diagnostic machinery to properly diagnose the issue. Contrary to the customer’s assertions, regardless of whether we were capable of performing the test or sent the vehicle to a [redacted] dealership for diagnosis, a diagnostic fee would be charged. Further, it was explained to the customer that if the necessary repairs are covered by her extended service contract, then the service contract provider will pay for the testing and inspection.We should not be held accountable for paying for the customer’s service repairs on a vehicle she purchased 21 months ago and has driven for approximately 18,404 miles.
We apologize for any inconvenience this matter has caused [redacted] We have been in contact with him and are pleased we were able to come to an amicable resolution. The General Sales Manager has spoken with [redacted] and we will be sending him a check to...
Ms. [redacted] dropped her vehicle off for service on September 21st and was provided a complimentary loaner vehicle. Her concerns are being addressed and repaired at no cost to her.We apologize for any inconvenience this matter has caused.
Mr. [redacted] contacted [redacted] approximately one week after his purchase; they discussed the products he had purchased at length. When Mr. [redacted] hung up, he appeared happy with the conversation. On or about May 19th, Mr. [redacted] contacted Mr. [redacted] again, at this time, they discussed...
cancelling the Security and Maintenance plans. Mr. [redacted] decided to keep the road hazard coverage due to the road conditions in Boston. Mr. [redacted] was not notified after that conversation (until this complaint had been filed) that Mr. [redacted] wanted to cancel the road hazard coverage. Upon receipt of this complaint, Mr. [redacted] canceled the coverage.As for the VSI (Vendor Single Interest Insurance) charge, it is a non-refundable charge by the financial institution - Mr. [redacted] advised Mr. [redacted] he would ask the bank for a refund on his behalf but did not make any promises to him. Mr. [redacted] had advised Mr. [redacted] he had never had a bank refund a customer that fee.We are sorry the customer is unhappy but we were not aware of his intention to cancel the road hazard coverage until October 24th.
We have spoken with Mr. [redacted] and made an appointment with him to sign cancellation documents and refund the amount in question. We sincerely apologize to Mr. and Mrs. [redacted] for the inconvenience this matter has caused them.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Prime Toyota's responses continue to disappoint. They've already admitted that their finance department "dropped the ball" on submitting the warranty documents including the check for activation. [redacted] says they've never received or been in contact with Prime Toyota in regards to my vehicle (2006 [redacted]; purchase date 7/13/15). This situation has been a major inconvenience to myself. All issues I've had with my car has continues to be brushed off by the dealership as minor, or not an issue at all. Contacting the Revdex.com is the final straw. Prime Toyota must be held accountable for the negligence!!!
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
What the dealership responded to my complaint are absolute lies.First, the financial manager, Mr. [redacted] was fully aware that I wanted to cancel ALL three contracts including the road hazard protection. How can he pretend to be not knowing while he himself scanned and sent me the cancellation form of this contract and I signed and sent it back? How could he cancel an already canceled contract twice?When I asked to cancel all THREE service contracts, Mr. [redacted], whether on purpose or not, did trying to fool me by sending me two identical cancellation form in order to hide the problematic one(because it was priced zero). I discovered and disclosed it immediately and specifically asked to cancel the road hazard protection. Then Mr. [redacted] sent me the cancellation form for road hazard warranty and I signed it.Fortunately this was all done through emails, so I have full proof against their shameful lies.Second, Mr. [redacted] was fully aware and in fact it was him who offered to refund me the VSI fee. Initially, Mr. [redacted] told me to ask the loan lender([redacted]) to deal with this fee, which was exactly what I indented to do. Then as you can see in the email I attached here, Mr. [redacted] offered to issue the refund himself and in fact he called me two minutes later to tell me and I quoted here:"Don't worry about the fee, I'll take care of it myself. The refund check will appear in your mailbox tomorrow morning".Now Mr.[redacted] can lie about whatever he said on the phone, however at least I can proof with the email that he did know this and he's lying again.TO Revdex.com and Mr. [redacted]:I feel extremely disgusted by their blatant shameful lies, is there a way to make the dealership or Mr. [redacted] himself be honest? Will they be punished if I take this to court and they still lying?I feel not only disgusted also vulnerable against the dealership, I'd happy to hear any legal advise or resources that I can use. Please help me!Please find the screen shots of the emails here and in the attachment, the Revdex.com reply system only allow me to submit 4 attachment, I have more screen shots and original emails available to prove every detail I described here. Please tell me how to upload them as proof if necessary.Regards,
[redacted]
Ms. [redacted]'s vehicle is operating as designed by [redacted]. The [redacted] system in the 2016 [redacted] is a complicated system that adjusts the power from the front wheels to the rear wheels at a maximum of 50% based on the driver's reactions and the road conditions. In her email exchange with Ms. [redacted], the adviser failed to outline the system's operational features; for that, we apologize for any confusion it may have caused. The adviser has been counseled on how to appropriately relay the vehicle’s driving system to clients moving forward.
For further understanding of the vehicle’s [redacted] driving system in snow, we would like to direct Ms. [redacted] to pages 165 and 166 (Driving Conditions) of the Owner’s Manual; at the top of page 166 [redacted] advises it’s clients that "In wintry driving conditions, the maximum effect of [redacted] can only be achieved if you use winter tires (M&S tires), with snow chains if necessary". A copy of said pages is attached for reference.
Ms. [redacted] will be meeting with a technician today to further explore her concerns of a transmission issue with her vehicle. During this visit, they will attempt to duplicate her concerns in order to identify any issues or if the vehicle is operating appropriately.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I'm glad that the dealership is finally starting to honor the fact and trying to keep up with what they said. However, I can't call it a day just yet, given the dealership's last response being vague on certain parts.Let me make myself clear here, I am not complaining to have the dealership cancel the warranty -- I knew it's been canceled, months ago -- I signed the cancellation form myself.I am here submitting this complain in order to get the full refund for the canceled warranty, which should've been credited to my account months ago.Now due to the fact that I have already paid out of my loan, I no longer have any association with the loan lender. If the dealership agrees to resolve this claim, I would like the full refund(along with the VSI refund) be sent to me via check to my current mailing address, as I've proposed in the original complain.Please be advised that my current mailing address is as stated in the 'consumer information' of this complaint, which is different than when I purchased the vehicle and warranty.As long as the dealer agrees with the resolution I proposed and state it clearly in their response through Revdex.com, I will not ask anything more. And the next 10 business day responding time-frame for me would be sufficient for refund check to be delivered, if it really exists. Once I have the requested refund, this claim will be settled.I do appreciate if everything can end here without going further that I have to seek legal or media resources, I'll wait and see.
Regards,
[redacted]
We have been in contact with Mr. [redacted] regarding the excise tax bill. Mr. [redacted] purchased a vehicle from us in February, at that time, the sales associate gave the plates back to him for cancellation. We verified via a VIN inquiry that the plates were canceled...
and the registration had expired that same month. In conversation with [redacted], Mr. [redacted] indicated he believed the excise tax was for the time after February. We continue to work with Mr. [redacted] in an effort to resolve this matter.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I did not just say "wrong number". This is a very irresponsive way to handle the problem. This is the mentality that lead us to this point. I am more than happy to request and submit a record of our phone conversation in the court proceedings. I am sure you can do the same. Please investigate the incident thoroughly: Check your telephone records, talk to your associates, and do not blame third parties. I have been called by the GMC at least 4 times, and each time I have reminded them their previous call and asked them not to call me back again. During the last call, I even let your associate to know that I considered GMC's action as a "harassment". Not sure what else could be done? The laws are very clear - do not even need an interpretation. If I do not receive the settlement amount mentioned in the previous communication by the end of April, 2016, I will take all necessary actions to press charges against you in the court of law.
Regards,
[redacted]
As previously stated, we had not advised of a performance issue by the customer. In September 2014, a 30k mile service was performed on the vehicle - part of that service includes a road test. The customer did not express any concerns over performance issues at that time, nor did the service technician notice any pulling or swerving during the road test. The customer next brought the vehicle in for a tire pressure issue in October of 2014, that was diagnosed as a faulty valve stem core (manufacturer defect) in the passenger rear tire.We are willing to work with the customer to resolve the matters, if she so chooses; however, we stand by our original response that the body work performed on the vehicle had no effect on the cd player. We respectfully request that this matter be closed.
Revdex.com:
I have reviewed the response submitted by...
the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Although I was pleased that Prime Honda covered the cost of the door and trunk key cylinders, I was charged $327.00 for the replacement of the ignition which was caused by the same poorly designed key. Moreover, a request for an extended warranty on the parts, I was denied. Because I've had to replace the key cylinders about every two years at my own expense, I would expect a warranty of at least two years on these replacement parts.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. [redacted] Feb 13to me Hi [redacted], I'm [redacted]d that you are enjoying the loaner. Now, in regards to your concerns your vehicle compared to the [redacted] is a much lighter car. The [redacted] is one of the best performing vehicle that we have, and it is a heavier vehicle. But is a completely different vehicle, with a different transmission as well. The [redacted] is an all wheel drive / 4 matic. Your [redacted] even though is [redacted] its mostly a front wheel drive, so most of the work is done by the front tires. It switches all the time, compared to the [redacted] which remains [redacted] at all times. The [redacted] is honestly not the best car for the winter, what could help could be some snow tires, it will help with the slipping. Unfortunately, your vehicle does not come with the option of switching the driving mode that is in I verified with the tech. Vehicle is being worked on, we are trying to duplicate the transmission issue. Hope this information helps, I'm sorry its probably not what you wanted to hear =/ If you have any questions call or email me Thank you. [redacted] | Service Advisor[redacted]
[redacted] of Westwood425 Providence Highway | Westwood, MA 02090Prime Motor Group A new kind of car buying experience. [redacted] <[redacted]> Feb 13to [redacted] Good day, Thank you for this information, I wish the sales person and his boss was honest because [redacted] would have not gotten my money, even to lease! I would not have pick this car if I was told it was not good in the snow, of course I asked.. It was winter when I purchased it! The sales person and his boss made me believe it was better than the [redacted] that I was first looking at. I need to schedule an appointment to get out of this lease immediately, I'm not happy at all! I purchased a [redacted] in 2001, and never had this type of issue but did have others and I crossed over to [redacted]. I thought to try again and again I'm displeased! I'm sorry! I know it's not your fault however, I would not have traded in my fully loaded, all wheel drive [redacted] if I was told the truth about this car being a front wheel drive car! [redacted] <[redacted]> Feb 14to [redacted] Good day, I have not formally met you however, you may have heard some of my story! Short synopsis; I signed a lease agreement for a [redacted] less than a year ago. However, my first concern began shortly after my purchase. So, I was interested in the [redacted] car but was quickly pointed towards the 250 and was told how great the performance of the vehicle was being that it was a All wheel drive/[redacted]. I was told "it will drive just like the ** I was trading in drove" ( it was winter when I purchased the car) so of course my focus was that I was buying a good crossover vehicle that handled well in the snow, remember we did not get much snow last year, especially after I purchased the [redacted]. This car does not compare! The sales person and his boss first sold me the [redacted] model with all the bells and whistles however, I was informed by a family member that the tires on that model would be horrible in the snow. I called and ask if there was a different model without the [redacted] rims with the thin 19 or 20 inch tires/rims. I was called back and told that they found another model that has all the same bells and whistles but with regular all season tires but it was not on site. My pick up was for the next day.. Smh it was not ready and lots of confusion/frustration and hours later I left with the car. I then realized weeks later the options was not what I was told! Tires/rims supposed to be dark not silver, the car was supposed to have power everything like the other, and it's supposed to be great in the snow! I totally have other concerns but will wait to speak with someone. I was truly misled about the car and the performance of the vehicle, I wish we had snow last year when the car was purchased because the sales person would have received this car back. Please contact me at your earliest convenience. Best, [redacted] <[redacted]> 12/13/16to [redacted] Good morning, I received your message. I know I requested both the service and the tire. The first car I had under the agreement had [redacted] tires and that was the reason I first requested the tire protection and the service was also requested. My sales person was [redacted] and the finance person was a lady I totally forgot her name. However, these 2 people made so many mistakes however, I first was only putting down 5,000 with a fully loaded car and they told me I needed to give a 1,000 or so more to include those 2 purchases to keep my payments where I wanted it, which I did.. Then they found me a different car without the [redacted] but everything else was to stay the same. I signed the paperwork 3 times. They was also supposed to change the rims to the smoked and that did not happen along with them giving me a car with partial electric seats only for one seat when I was told everything would be the same other than it would not be [redacted].. So, I don't have any of the paperwork with me because I am away however, I will calm the sales person because he knows what I requested and why for this leased car. I would not go from a car with All the services included to one that does not have any at all! Something is not right, and was not right from the beginning which I am now realizing! Sent from my [redacted] <[redacted]> 12/13/16to me Hi [redacted], I brought this to the attention of our GM, her name is also [redacted]. I explained the situation to her and we are going to resolve this for you. She's going to make sure that you would have your two pre-paid maintenances packages added to the deal in your car, as well as your tire and wheel protection (which you already had). Unfortunately, there is nothing that we can do as far as the smoked rims and the electric seats since those cant be added to the vehicle now. However, [redacted] is more than happy to speak to you if you would like. As soon as I get all the paperwork with the confirmation of the maintenance services I will let you know, and I will mail you a copy of the agreement as well. If you have any questions please let me know. I'm happy to help. [redacted] <[redacted]> Feb 28 (1 day ago)to [redacted] Good afternoon [redacted], My was having the power/acceleration issue. I pulled off the highway as I was told before and turned off the car for a few minutes and it drove home fine. However, I was told by a dealer nearby my house that turning off the car and restarting may reset the results of the computer (not sure if that's the proper term) and this will enable you guys to find the problem unless it happens for the computer to read again. They stated I should never turn it off when it is happening so you guys can find the problem. Is this true? Whatever is wrong with this car, it's not safe especially when driving on the highway and I can not go over 40 at times. I guess I need to schedule another pick up. Smh Sent from my [redacted]The general managers email state I signed documents. However, every document I send was signed on the day of pick up of the vehicle. However, when I speak of bait and switch, I state that because I looked at many cars one also being a [redacted] but it was a [redacted] model. I choose to request not to have the [redacted] model because I was informed by my family that this model tires would not work well in the snowy months. Please ask the general manager to ask the GM, finance and sales person what issues transpired with this transaction! I have messages from the sales person that state the lease will be 3 years with a 5 to 6 month early out. Either way, my main concern is I was told that this vehicle was all wheel drive and then when I started complaining I was then told the vehicle was front wheel drive. Either the staff lied to me for them to seal the deal or they just did not know some of the vehicle are not All wheel drive, which I asked multiple time. Lastly, I sent an email to the dealer because I am still having a problem with the car and as of today know one has responded. I have emails detailing most of these issues and the dealers response. Also, was not at the deal but once before I picked up my vehicle I did most of the back and forth through phone, text and email with the dealer for this purchase. Lastly, I never leaded before and the GM at the time told me they would walk me through the process step by step. I thought they would have been honest in all however, I guess I thought wrong! I want what I was told I was buying an ALL WHEEL DRIVE cross over vehicle that gets through the snow with no problems as I was told! I went from an [redacted] AWD and I was told this vehicle was the same and that was not the truth!
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
I have not yet received the refund as agreed to. Regards,
[redacted]
We would like to thank Mr. [redacted] for providing the attachments and sincerely apologize for our errors. Mr. [redacted] has canceled the Road Hazard as requested; he is extremely apologetic for the misunderstanding. He recalls a conversation with Mr. [redacted] at which time he (Mr. [redacted]) indicated he would keep the Road Hazard because of the road conditions in Boston. Unfortunately, he did not memorialize this conversation in writing after the call ended. As for the $75 refund, please be advised that Mr. [redacted] contacted the accounting department to issue a check to Mr. [redacted].
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.I spoke with the sales manager, [redacted] who unfortunately sounds like he did not receive my voicemails. He agreed with me that the damage should have been covered by [redacted] and was surprised that it wasn't. He was quite gracious and offered to have me come in to repair the damage to the hood. Unfortunately I'm currently moving out of state, so he offered to send a check that should cover the costs.I remain disappointed that the service department was unable/unwilling to resolve the issue and that the sales department had to get involved, but I do think that [redacted] made a genuine effort to make things right once I was successful through this venue in getting in touch with him.
Regards,
[redacted]
At the time the customer placed the order for the key and transponder, it was on a national back order. Both of the customer's keys arrived at the same time and he was charged for both sets. We have contacted the customer to reimburse him for the second ordered key. Customer's...
credit card has been credited $50.
We again apologize; however as stated previously, the telephone number was provided to us via a third party internet sales inquiry/solicitation. Mr. [redacted]’s response of “wrong number” did not put our sales agent on notice to not call; therefore, it would have been careless of the sales agent to not follow up on a possible wrong number. As soon as we were put on notice to opt Mr. [redacted]’s number out of our system we complied.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
That is not the way that I recall the events transpiring. As a matter of fact, on Tuesday following the purchase and again on the Thursday following the purchase I sent two separate emails to [redacted] and [redacted] mentioning that someone had contacted me about the outstanding bill with the [redacted] and received no reply from Prime Volvo. (see attached emails) On Thursday evening following the purchase I also received a voicemail from the Sales Manager effectively stating that I did not have the deal that I thought had been negotiated. He requested that I return his call if I had any questions. I returned his call and left a voicemail and requested that he contact me. He did not. Regards,
[redacted]
The customer purchased her vehicle on June 25, 2015, at which time there were approximately 46,260 miles on the vehicle. The customer also purchased an extended service contract.Shortly after purchase (July 25, 2015), she returned regarding a few concerns with the vehicle. We performed...
the testing and inspections at no cost to her. Additionally, as an offer of good will, we covered the small amount of work that was needed. In December of 2015, the customer brought the vehicle in for normal maintenance and a transmission concern. It was recommended that the transmission fluid be replaced, and, since it was not covered under her extended service contract, the customer voiced her displeasure with having to pay for the fluid change. Again, we covered the cost as an offer of goodwill.A recent service visit (March 16) was covered by her extended service contract and she only had to pay the deductible, $100.The issue at the basis of this complaint is an illuminated check engine light and the fact that the customer does not want to pay for the diagnostic fee. Whereas the vehicle is a [redacted], we do not have the diagnostic machinery to properly diagnose the issue. Contrary to the customer’s assertions, regardless of whether we were capable of performing the test or sent the vehicle to a [redacted] dealership for diagnosis, a diagnostic fee would be charged. Further, it was explained to the customer that if the necessary repairs are covered by her extended service contract, then the service contract provider will pay for the testing and inspection.We should not be held accountable for paying for the customer’s service repairs on a vehicle she purchased 21 months ago and has driven for approximately 18,404 miles.
We apologize for any inconvenience this matter has caused [redacted] We have been in contact with him and are pleased we were able to come to an amicable resolution. The General Sales Manager has spoken with [redacted] and we will be sending him a check to...
cover the cost of repairing his vehicle.
Ms. [redacted] dropped her vehicle off for service on September 21st and was provided a complimentary loaner vehicle. Her concerns are being addressed and repaired at no cost to her.We apologize for any inconvenience this matter has caused.
Mr. [redacted] contacted [redacted] approximately one week after his purchase; they discussed the products he had purchased at length. When Mr. [redacted] hung up, he appeared happy with the conversation. On or about May 19th, Mr. [redacted] contacted Mr. [redacted] again, at this time, they discussed...
cancelling the Security and Maintenance plans. Mr. [redacted] decided to keep the road hazard coverage due to the road conditions in Boston. Mr. [redacted] was not notified after that conversation (until this complaint had been filed) that Mr. [redacted] wanted to cancel the road hazard coverage. Upon receipt of this complaint, Mr. [redacted] canceled the coverage.As for the VSI (Vendor Single Interest Insurance) charge, it is a non-refundable charge by the financial institution - Mr. [redacted] advised Mr. [redacted] he would ask the bank for a refund on his behalf but did not make any promises to him. Mr. [redacted] had advised Mr. [redacted] he had never had a bank refund a customer that fee.We are sorry the customer is unhappy but we were not aware of his intention to cancel the road hazard coverage until October 24th.
We have spoken with Mr. [redacted] and made an appointment with him to sign cancellation documents and refund the amount in question. We sincerely apologize to Mr. and Mrs. [redacted] for the inconvenience this matter has caused them.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Prime Toyota's responses continue to disappoint. They've already admitted that their finance department "dropped the ball" on submitting the warranty documents including the check for activation. [redacted] says they've never received or been in contact with Prime Toyota in regards to my vehicle (2006 [redacted]; purchase date 7/13/15). This situation has been a major inconvenience to myself. All issues I've had with my car has continues to be brushed off by the dealership as minor, or not an issue at all. Contacting the Revdex.com is the final straw. Prime Toyota must be held accountable for the negligence!!!
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
What the dealership responded to my complaint are absolute lies.First, the financial manager, Mr. [redacted] was fully aware that I wanted to cancel ALL three contracts including the road hazard protection. How can he pretend to be not knowing while he himself scanned and sent me the cancellation form of this contract and I signed and sent it back? How could he cancel an already canceled contract twice?When I asked to cancel all THREE service contracts, Mr. [redacted], whether on purpose or not, did trying to fool me by sending me two identical cancellation form in order to hide the problematic one(because it was priced zero). I discovered and disclosed it immediately and specifically asked to cancel the road hazard protection. Then Mr. [redacted] sent me the cancellation form for road hazard warranty and I signed it.Fortunately this was all done through emails, so I have full proof against their shameful lies.Second, Mr. [redacted] was fully aware and in fact it was him who offered to refund me the VSI fee. Initially, Mr. [redacted] told me to ask the loan lender([redacted]) to deal with this fee, which was exactly what I indented to do. Then as you can see in the email I attached here, Mr. [redacted] offered to issue the refund himself and in fact he called me two minutes later to tell me and I quoted here:"Don't worry about the fee, I'll take care of it myself. The refund check will appear in your mailbox tomorrow morning".Now Mr.[redacted] can lie about whatever he said on the phone, however at least I can proof with the email that he did know this and he's lying again.TO Revdex.com and Mr. [redacted]:I feel extremely disgusted by their blatant shameful lies, is there a way to make the dealership or Mr. [redacted] himself be honest? Will they be punished if I take this to court and they still lying?I feel not only disgusted also vulnerable against the dealership, I'd happy to hear any legal advise or resources that I can use. Please help me!Please find the screen shots of the emails here and in the attachment, the Revdex.com reply system only allow me to submit 4 attachment, I have more screen shots and original emails available to prove every detail I described here. Please tell me how to upload them as proof if necessary.Regards,
[redacted]
Ms. [redacted]'s vehicle is operating as designed by [redacted]. The [redacted] system in the 2016 [redacted] is a complicated system that adjusts the power from the front wheels to the rear wheels at a maximum of 50% based on the driver's reactions and the road conditions. In her email exchange with Ms. [redacted], the adviser failed to outline the system's operational features; for that, we apologize for any confusion it may have caused. The adviser has been counseled on how to appropriately relay the vehicle’s driving system to clients moving forward.
For further understanding of the vehicle’s [redacted] driving system in snow, we would like to direct Ms. [redacted] to pages 165 and 166 (Driving Conditions) of the Owner’s Manual; at the top of page 166 [redacted] advises it’s clients that "In wintry driving conditions, the maximum effect of [redacted] can only be achieved if you use winter tires (M&S tires), with snow chains if necessary". A copy of said pages is attached for reference.
Ms. [redacted] will be meeting with a technician today to further explore her concerns of a transmission issue with her vehicle. During this visit, they will attempt to duplicate her concerns in order to identify any issues or if the vehicle is operating appropriately.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I'm glad that the dealership is finally starting to honor the fact and trying to keep up with what they said. However, I can't call it a day just yet, given the dealership's last response being vague on certain parts.Let me make myself clear here, I am not complaining to have the dealership cancel the warranty -- I knew it's been canceled, months ago -- I signed the cancellation form myself.I am here submitting this complain in order to get the full refund for the canceled warranty, which should've been credited to my account months ago.Now due to the fact that I have already paid out of my loan, I no longer have any association with the loan lender. If the dealership agrees to resolve this claim, I would like the full refund(along with the VSI refund) be sent to me via check to my current mailing address, as I've proposed in the original complain.Please be advised that my current mailing address is as stated in the 'consumer information' of this complaint, which is different than when I purchased the vehicle and warranty.As long as the dealer agrees with the resolution I proposed and state it clearly in their response through Revdex.com, I will not ask anything more. And the next 10 business day responding time-frame for me would be sufficient for refund check to be delivered, if it really exists. Once I have the requested refund, this claim will be settled.I do appreciate if everything can end here without going further that I have to seek legal or media resources, I'll wait and see.
Regards,
[redacted]
We have been in contact with Mr. [redacted] regarding the excise tax bill. Mr. [redacted] purchased a vehicle from us in February, at that time, the sales associate gave the plates back to him for cancellation. We verified via a VIN inquiry that the plates were canceled...
and the registration had expired that same month. In conversation with [redacted], Mr. [redacted] indicated he believed the excise tax was for the time after February. We continue to work with Mr. [redacted] in an effort to resolve this matter.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I did not just say "wrong number". This is a very irresponsive way to handle the problem. This is the mentality that lead us to this point. I am more than happy to request and submit a record of our phone conversation in the court proceedings. I am sure you can do the same. Please investigate the incident thoroughly: Check your telephone records, talk to your associates, and do not blame third parties. I have been called by the GMC at least 4 times, and each time I have reminded them their previous call and asked them not to call me back again. During the last call, I even let your associate to know that I considered GMC's action as a "harassment". Not sure what else could be done? The laws are very clear - do not even need an interpretation. If I do not receive the settlement amount mentioned in the previous communication by the end of April, 2016, I will take all necessary actions to press charges against you in the court of law.
Regards,
[redacted]