Reedman Toll, LP

I am rejecting this response because the response made by the Reedman Toll Service Dept. is inaccurate. I have attached the invoice that proves the exact repairs that I were notified of and that I agreed to be repaired. I did not report suspicions of my vehicle overheating. I requested the technician to check the location from where a small and slow leak was coming from as well as to check the water pump. I was told that the repairs listed on the invoice (gasket)were minor because if not I wouldn't have bothered investing more money into a 10 year old car, and I was lead to believe that with these specific repairs, I would have full function of the car. Never was I notified of other needed repairs until after I paid for the repair, (with a COUPON I brought in for 20% off) and started my car to find a puddle of a continuous leakage of fluids. The service employee apologized and strongly suggested to allow the dealership to keep the car overnight to have a technician re-evaluate exactly why the repairs were not successfully done. He said he didn't feel safe allowing me to leave the parking lot. In the response Reedman Toll Service Dept. states that there was no way to determine any internal damage yet later on I am told that I now need a new engine and the car is no longer drivable. On a recording that I have in my possession of a conversation with a supervisor (Jill G[redacted])she states that a technician attempted to notify me of other repairs that were needed prior to fixing the original leaks. I never received this call however, if this were true, then the Reedman Toll Service Dept. were fully aware that there were internal damages and took full advantage of the opportunity of making a profit on a car that could not be adequately repairable to drive. The response from Reedman Toll also states that the car had not been brought to the dealership since 70,000 miles. This statement is irrelevant as it is my right to bring my car to any other auto service dept. The general manager (Jim H[redacted]) agreed that the fact that I brought my car to other auto shops instead of at Reedman was irrelevant. This conversation was recorded as well. The point is, Reedman Toll Service Dept. caused further damage to my car. As stated on the attached invoice, the condition of the car when it was originally brought in had small leaks on the valve cover (Left Side)& thermostat housing leak. The condition of the car now is that my car has a much greater amount of leaks and that I need a new engine. I want to be reimbursed the $889.77 and my car back in the original condition. Or place a new engine in the car along with making the further needed repairs. Without cooperation from the Reedman Toll Service Dept., legal action will take place.
Look forward to hearing from you soon.
[redacted]

In reposnse to ** & [redacted]'s complaint, we have reviewed our records regarding the vehicle and determined the vehicle was cleaned on 7/7 before the customer took delivery.
When [redacted] brought the vehicle in to be looked at, the...

vehicle was put on a lift and looked at by both our [redacted] Service Manager and our Recondioning Shop Manager and it was determined that the damage to the vehicle was caused by some type of impact under the vehicle.   The customer had possession of the vehicle for a month before it was brought back to us, therefore we believe the damage was done after the vehicle was purchased.   Before a pre-owned vehicle is sold, it goes through a thorough mechanical and visual inspection by one of our Technicians and would have never been sold with the damage described.  In reference to the 30 day warranty, damage caused from any type of accident or impact would not have been covered under any warranty we provide when a vehicle is sold.  [redacted] was advised by our Service Manager to contact her personal insurance company.
Again, we stand by the fact that we believe the vehicle was damaged within the month the customer had the vehicle in their possession, therefore we are not responsible for the cost of any repairs.

Although Ms. [redacted] is complaining that she has been to our shop and had several she has only brought the vehicle to our shop twice since she purchased it on 9/9/13.9/9/13 vehicle purchased with 19,638 miles4/21/15 vehicle was brought in to our Service Dept with 58,595 miles - The Timing Chain...

replaced at no cost to the customer, it was covered under warranty.5/20/15 vehicle was brought in to our Service Dept with 64,603 miles - The Right Front Axle seal was leaking, it was repaired at no cost tot he customer, it was covered under warranty. An oil chance was also performed at this service appointment, which the customer did pay for.2/8/16 - Ms. [redacted] came in to our Used Car Department complaining about her vehicle, at this point the vehicle now has 98,261 miles.  Our employees tried to get her approved for another vehicle, but due to her payment history and the amount of money owed on her current vehicle, we were not able to get her approved.    The Sales Manager spoke to our Service Manager while Ms. [redacted] was at the dealership and they offered to look at the vehicle while she was here on Monday, she did not take the vehicle to the Service Dept.  She then made an appointment for Feb 15th, then called and changed the appointment to 2/22/16, so at this point we have still not seen the vehicle.Ms. [redacted] purchased the used vehicle 2 year and 5 months ago and has put 78, 623 miles on the vehicle since she purchased it.  As I mentioned, it has only been brought to Reedman-Toll on two occasions for service since the vehicle was purchased.

Reedman has recorded dates.  Reedman knew how much was owed on the loan. Reedman was aware because they forget to mention the [redacted] I had from 6-30 -13 to 9-9-13 that also had seals broken.Point is the dates you don't see are dates I was [redacted] - Freehold NJ because it is just 7 miles north of my home.I could not travel 70 miles one way with an engine issue.The professional thing to do is to return the car and replace it.Life is hard enough. No one should be FORCED to stay in a faulty car and make car payments and be in a repair shop every two weeks.They are also leaving out the 1-800- Lemon Law from March 23 2015!  THIS CAR WAS DEEMED in a FLOOD in 2012 and put on the Reedman lot for auction! NOT for sale to innocent buyers.The car is in [redacted] in Wall NJ.  They want 2600 why not go pick it up trade it in and help me get into a car payment at 400 a month.PLEASE!  This is awful I am paying for rental cars.The car was never safe.  They wanted 8000 to 10000 to help me ???WE did nothing wrong Revdex.com.[redacted] # : [redacted]I am trying to be fair - please ![redacted]Howell NJ 07731###-###-####

The XCHANGE Center has been created at Reedman Toll in order
to provide our customers with the current market value of...

their vehicles while
in Service.  The Center is also equipped
to sell New and Pre-Owned vehicles to our customers while in Service, and to
outright purchase vehicles from our customers. 
Our process begins with an appraisal which is provided to the customer.  **. [redacted]’s [redacted] was appraised while
in the shop January 11, 2014 by the Vehicle XCHANGE Center.  The appraisal is dated as follows:  1/11/2014 9:12 AM EST appraised value of
$2500.00.  Our department reaches out to
the customer via Email and Phone calls to discuss the appraisal with the
customer and to discuss their options. The appraisal email, and voucher clearly
state that the appraised value is good for 7 days or 150 miles. 
**. [redacted] engaged with our XCHANGE Specialist [redacted]
[redacted] on the phone and [redacted] discussed his options.  [redacted] told the customer we would be willing
to purchase his vehicle for $2500.00 or offer him $2500.00 as a trade-in.  **. [redacted] let us know that $2500.00 would
not be enough money for the [redacted].  [redacted]r
then let the customer know that if he traded the vehicle in at Reedman Toll and
purchased another vehicle from us, we would pay his outstanding service bill
which was approx. $550.00.  The
discussion continued at a later date and **. [redacted] stated he would need
$3500.00 for the vehicle in order to let it go. 
[redacted] asked [redacted] if we could offer  **. [redacted] $3500.00 for the vehicle if he
trades it in.  [redacted] told [redacted] to
let **. [redacted] know that we would offer him $3500 for a trade-in and we would
pay his open service bill. 
On Feb 1, 2014, **. [redacted] let us know that he decided,
after looking at several vehicles that he did not want to purchase a vehicle from
us at that time.
**. [redacted] then contacted [redacted] about the discrepancy
and he told the customer that the $3500 figure was a trade allowance for
purchasing a vehicle and we would also cover his service bill.  **. [redacted]  then  asked to speak to [redacted]’s superior.  [redacted] spoke to **. [redacted] and offered
to purchase the vehicle for $2500.00 and cover the cost of the repair. 
**. [redacted] agreed and we have paid his
service bill and we purchased the vehicle from **. [redacted] for $2500.00

We addressed [redacted] issues with his parking brake, even though it had been a full year and 13k miles, since his initial repair.  We also addressed the scratches **. [redacted] said happened while his vehicle was in our possession.  As a goodwill gesture we paid [redacted] $100 warranty...

deductible, performed an Express Detail on his vehicle and filled his gas tank before he picked up his vehicle.  [redacted] was also given a  loaner vehicle while the issues were being taken care of.

General Manager, Jim H[redacted], contacted [redacted], they met on Saturday, September 26 to discuss [redacted]'s complaint.  After the meeting, as a good will gesture, Mr. H[redacted] agreed to reimburse [redacted] the cost of the parts to repair his vehicle.[redacted] seemed...

pleased with the outcome when he left the meeting.

---------- Forwarded message ----------From: [redacted]<[redacted]>Date: Fri, Jul 17, 2015 at 6:04 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]Reedman fixed the AC 7/15/15.  I am happy and grateful for your help.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

The vehicle was in our Service Dept on 3/16 for two recalls, [redacted] brake booster (add a shield) and  [redacted] replace relay for fuel pump. The radio/navigation was not touched, as it had nothing to do with the recalls. No work that was done on this vehicle could have caused the Navigation to not work....

Disconnecting the battery on a vehicle would not cause damage to the Navigation system.- Jill G[redacted]Service Manager

As a Goodwill gesture, we have repaired the customers vehicle and the customer has picked their vehicle up from our service department.

Just had a problem with Reedman Toll service ...was overcharged for labor on March 20. Wrote a letter, 2 voice mails to service manager. Finally got results yesterday and will be reimbursed. Shame it took that long. I had started a grievance procedure with Dodge Ram and they contacted me within 2 days of my complaint, but cancelled that as I finally got satisfaction. It was a shame I had to waste my time and effort but Dodge Ram was there. Also there all the time was my salesman, Phil Minnigh. If you ever want a Ram truck, see Phil as he is always true to his word and can be trusted. Thanks Phil. Don

According to our records, [redacted] purchased a Used 2005 [redacted] with 70,953 miles from us in Sept 2013. We have no records of any RECURRING issues with this vehicle other than a two complaints of a tire losing air. The customer brought her vehicle in for PA inspection...

on 8/30/14, the vehicle did not pass due to the front differential bushing being broken. This part is a wear and tear item which can be broken by many road hazards, most commonly hitting pot holes. [redacted] refused the work that was required to pass inspection. The customer purchased the used vehicle from us over a year ago, we are not responsible for issues with the car a year later.  To address the portion of the complaint where [redacted] stated we offered to trade her vehicle in on another vehicle, that is a service we offer to all customers who come in for service. Our Vehicle Exchange Dept is located in the service depts to appraise vehicles for the convenience of our customers who may be in the market for another vehicle.

Reedman-Toll allowed the customer to return this vehicle on 8/10/15 due to the airbag issue.

---------- Forwarded message ----------From: [redacted]<[redacted]>Date: Fri, Jul 17, 2015 at 6:04 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]
Reedman fixed the AC 7/15/15.  I am happy and grateful for your help.

Our General Manager, Jim H[redacted], spoke to [redacted] today reagrding the vehicle referenced in this complaint.  Mr. H[redacted] advised the customer that the Monroney label was on the vehicle when he purchased it, which showed that the vehicle had a 4 Cylinder engine.  [redacted]...

[redacted] agreed that the Monroney label was present on the vehicle when he purchased it.  As far as the service complaint, we are going to see if [redacted] will step up and cover the rental charge, if [redacted] does not take care of it, as a goodwill gesture Reedman-Toll will reimburse [redacted] for the rental charge.

[redacted]...

[redacted]  [redacted]
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Although Ms. [redacted] is complaining that she has been to our shop and had several she has only brought the vehicle to our shop twice since she purchased it on 9/9/13.9/9/13 vehicle purchased with 19,638 miles4/21/15 vehicle was brought in to our Service Dept with 58,595 miles - The...

Timing Chain replaced at no cost to the customer, it was covered under warranty.5/20/15 vehicle was brought in to our Service Dept with 64,603 miles - The Right Front Axle seal was leaking, it was repaired at no cost tot he customer, it was covered under warranty. An oil chance was also performed at this service appointment, which the customer did pay for.2/8/16 - Ms. [redacted] came in to our Used Car Department complaining about her vehicle, at this point the vehicle now has 98,261 miles.  Our employees tried to get her approved for another vehicle, but due to her payment history and the amount of money owed on her current vehicle, we were not able to get her approved.    The Sales Manager spoke to our Service Manager while Ms. [redacted] was at the dealership and they offered to look at the vehicle while she was here on Monday, she did not take the vehicle to the Service Dept.  She then made an appointment for Feb 15th, then called and changed the appointment to 2/22/16, so at this point we have still not seen the vehicle.Ms. [redacted] purchased the used vehicle 2 year and 5 months ago and has put 78, 623 miles on the vehicle since she purchased it.  As I mentioned, it has only been brought to Reedman-Toll on two occasions for service since the vehicle was purchased.

[redacted], our Sales Director, has been in contact with both [redacted]. & **. [redacted] regarding this matter.  We are not disputing the fact that the car was in our possession at the time the ticket was issued, but after an internal investigation, we are not able to determine who...

was driving the vehicle at that time. We have taken steps internally to prevent this from happening in the future. We are not able to replace the customers vehicle at the same payment, the concern over the wrong gas being put in the vehicle, should be addressed with the Gas Station that **. or [redacted]. [redacted] had gotten gas from.
On 4/7/14 **. [redacted] spoke to [redacted]. [redacted] again and offered to pay the ticket, pay a car payment and also detail the vehicle for the customer, which [redacted]. [redacted] agreed to.