Richard Catena Auto Wholesalers, Inc.

We have
discussed the issues with Mr. [redacted].  We
are waiting on a lien release from the bank due to a clerical error in NY State
Department of Motor Vehicle. We are giving Mr. [redacted] $1500.00 for his troubles.
We are also willing to give Mr. [redacted] a rental vehicle until we can resolve...

the
issue.

We have been in contact with Mr. [redacted]. He is in possession of his plates and registration. A key has been ordered and as soon as we receive it, we will reach out to him as well.

As we stated before we have done our best to accommodate you
in regards to some of the cosmetic issues with the vehicle.  Any issues you addressed with our sales
representative [redacted] have been addressed.  In regards to the windshield we are unaware of the repairs you are
requesting.  If there are any
imperfections in the windshield the customer needs to understand that the
vehicle is pre-owned and some imperfections will exist. At the time of purchase
we stress to the customer to carefully inspect the vehicle as the vehicle is
being sold as is. Any new issues the customer might have encountered is their responsibility.
The only thing we can offer you at this time is recommending you to one of our
repair facilities to address the new issues you may have encountered.The new claim of the unethical contract practices is
completely unfounded and false. Upon review of your sales and finance contract
we have clearly stated that $2500 was the down payment on transaction. Never
during the sales process was the customer ever coerced to enter into the
transaction. We always advise customer not to enter into any sales agreement
with our dealership if there is any uncertainty.

As we stated before we have done our best to accommodate you
in regards to some of the cosmetic issues with the vehicle.  Any issues you addressed with our sales
representative [redacted] have been addressed.  In regards to the windshield we are unaware of the repairs you are
requesting.  If there are any
imperfections in the windshield the customer needs to understand that the
vehicle is pre-owned and some imperfections will exist. At the time of purchase
we stress to the customer to carefully inspect the vehicle as the vehicle is
being sold as is. Any new issues the customer might have encountered is their responsibility.
The only thing we can offer you at this time is recommending you to one of our
repair facilities to address the new issues you may have encountered.
The new claim of the unethical contract practices is
completely unfounded and false. Upon review of your sales and finance contract
we have clearly stated that $2500 was the down payment on transaction. Never
during the sales process was the customer ever coerced to enter into the
transaction. We always advise customer not to enter into any sales agreement
with our dealership if there is any uncertainty.

[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]

Complaint: [redacted]
I am rejecting this response because:I received the plates and registration finally after over two months. There was no need for this delay except for the incompetence of the office personnel and lack of communication from them. The disregard for customer service and lack of care is the reason I will not return to this dealer. I have displayed my disdain and  lack of confidence in this dealer on their [redacted] page as well as  contacted numerous others that have received the same service. How does this dealer with so many complaints still stay in business?
Regards,
[redacted]

I live in [redacted] and this *sarcasm on* wonderful *sarcasm off* state does not allow temp plates. The guys worked with me and I was able to get the car home although I could not drive it until all the paper work had gone to the RMV then back to the dealer then to me. To add to the confusion my insurance company had never encountered this situation before so there were delays on that end as well. Tony and Vinny managed to work through the delays, "thanks my inexperienced insurance company" and were patient with my daily inquiries as to the progress of the paperwork. Start to finish it took two weeks, "not there fault" having to move paper work from one location to another. I'm happy with my purchase and have no complaints.
So MA people heads up! Any other state lucky you,,you can drive your new vehicle while you wait for the paperwork.

Business Response to a Complaint Complaint ID#: [redacted] Company Name: RICHARD CATENA AUTO WHOLESALERS Company Contact: LAUREN Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: ...

Response: At the time of purchase, sales tax was not collected because Ms. [redacted] planned on registering the vehicle herself. We would have only collected the sales tax if we were doing the motor vehicle work for her. On the retail buyer’s order the sales tax states N/A. She was required to pay sales tax at motor vehicle at the time of registration. An 8300 form was completed but this form does not require a signature from the customer.

The retail buyers order was dated and signed on 6/21/14. Thecustomer was given to option to either take the vehicle and schedule a day thatwe could do the repairs on the vehicle or wait until they were done beforetaking the vehicle. They opted to leave the vehicle until the minor repairsthat I referenced in my previous reply were done. In regards to the fees that are charged, we have a standarddocumentation fee that is $489. We will send the customer their plates &registration via [redacted], free of charge, but the clients opted to pick them upinstead. There were no erroneous $600 fees charged at any time. Weare not required by law to give a customer a 3 month warranty and did that as acourtesy at no charge.  We did not “deactivate” any check engine lights. As I statedin my previous response, when the customer took delivery of the vehicle, therewere no check engine lights on and the vehicle was in perfect runningcondition. The customer called us almost 6 months later to tell me that their“engine was no good”, I asked at that time what they wanted me to do. Theywanted me to pay for the engine. Not only did I not know what the diagnosis wasbut all they wanted was money for a repair that I could not confirm. Again, as I stated in my previous response, the vehicle wassold “AS IS”. We performed repairs to the vehicle that were unrelated to anypossible engine failure free of charge. The customer signed all the documentsstating the car was sold “AS IS” and the customer declined to purchase anextended warranty.

I totally do not agree with their response. I signed the documents on 06/21/14 but I had received the bill which is dated 7/1/14 and we still did not have the vehicle in our possession because it had so many problems with it. They did not go above and beyond we had to beg and refuse delivery of the vehicle till those repairs were done. As you can see on the documents attached it clearly had more problems than that (see where I clearly noted among other things "check engine" light was on") also they stated they fixed the coolant thermostat see attached receipt where we had to also buy an expansion tank less than a month after having it in our possession. They probably already knew it was broken and made some quick fix on it.
 
Then after way over 30 days and they still had not provided us with the permanent plates and registration we got stopped by a cop for that after numerous calls to the dealer finally the plates and documents were ready for pickup in August after paying $150 registration/title fee, $345 clerical fee and $144 document delivery fee because they were supposed to be [redacted] and we actually had to go pick them up ourselves, so more money they basically stole from us.
 
We refused the extended warranty beside we did not trust them already, our biggest mistake was continuing with the transaction. They had tried to add a $600 additiona hidden fee to the contract and luckily I caught it right before the loan docments were signed, so why would we trust giving them more cash. I had to ask for the 3 month (90 day warranty) that all dealers give because it was not noted anywhere and of course when the coolant problem came up it wasn't cover. Nothing coming from them was any longer what "it seemed" it was.
 
We did maintain and take care of the vehicle so not sure what he is stating, the car just shut down no notice or anything because the "check engine" light problem from before was probably deactivated so we can take the car and not bother them anymore. I called on 12/10/15 which was not even 5 months after we took possession of the car. The least they could had done was try to assist with the repair or now I don't even want this car let us trade it in for another one at the full value owed (which we regretfully also took the loan through them so they are also making money there with the high interest rate). Or they should be held liable and reimburse us the $10K spent on the engine.

I spoke to the Proguard representative in regards to the
warranty and he informed me that they were covering three issues that are not
supposed to be covered under the warranty that was purchased, so I am little
confused in regards to that issue. Also, we only know what is provided to us
from...

carfax in regards to accidents; if the vehicle was in an accident we would
not know if it is not stated on the carfax. We also gave [redacted] the option
to switch vehicles, but unfortunately we do not determine the amount of money
needed for a down payment, the interest rate or the term; the bank does. Both
the warranty company and our dealership have gone above and beyond to try to
accommodate [redacted]

The vehicle purchased does have navigation. The salesperson has been in touch with the customer and walked her through how to use it. Ohio DMV is a 2 step process. We completed the first step in titling the vehicle, however; we were unable to complete the second step because the customer had...

already been issued plates from DMV. We will reimburse the customer for the motor vehicle expenses that we collected.

We have been in contact with the customer and a replacement insert has been ordered. We will notify the customer when the insert comes in.

Mr. [redacted] has received his plates and compensation for the inconvenience. As I have previously stated, we offered to buy the car back as soon as we realized there was in issue. We gave Mr. [redacted] various options and he decided to keep the vehicle with the understanding that the registration would take longer than usual. We have went above and beyond to try to accommodate Mr. [redacted]. Thank you, Lauren K Richard Catena Auto Wholesalers 430 Industrial Ave. Teterboro, NJ 07608

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.

I totally do not agree with their response. I signed the documents on 06/21/14 but I had received the bill which is dated 7/1/14 and we still did not have the vehicle in our possession because it had so many problems with it. They did not go above and beyond we had to beg and refuse delivery of the vehicle till those repairs were done. As you can see on the documents attached it clearly had more problems than that (see where I clearly noted among other things "check engine" light was on") also they stated they fixed the coolant thermostat see attached receipt where we had to also buy an expansion tank less than a month after having it in our possession. They probably already knew it was broken and made some quick fix on it. Then after way over 30 days and they still had not provided us with the permanent plates and registration we got stopped by a cop for that after numerous calls to the dealer finally the plates and documents were ready for pickup in August after paying $150 registration/title fee, $345 clerical fee and $144 document delivery fee because they were supposed to be [redacted] and we actually had to go pick them up ourselves, so more money they basically stole from us. We refused the extended warranty beside we did not trust them already, our biggest mistake was continuing with the transaction. They had tried to add a $600 additiona hidden fee to the contract and luckily I caught it right before the loan docments were signed, so why would we trust giving them more cash. I had to ask for the 3 month (90 day warranty) that all dealers give because it was not noted anywhere and of course when the coolant problem came up it wasn't cover. Nothing coming from them was any longer what "it seemed" it was. We did maintain and take care of the vehicle so not sure what he is stating, the car just shut down no notice or anything because the "check engine" light problem from before was probably deactivated so we can take the car and not bother them anymore. I called on 12/10/15 which was not even 5 months after we took possession of the car. The least they could had done was try to assist with the repair or now I don't even want this car let us trade it in for another one at the full value owed (which we regretfully also took the loan through them so they are also making money there with the high interest rate). Or they should be held liable and reimburse us the $10K spent on the engine.

I spoke to the Proguard representative in regards to the
warranty and he informed me that they were covering three issues that are not
supposed to be covered under the warranty that was purchased, so I am little
confused in regards to that issue. Also, we only know what is provided to...

us
from carfax in regards to accidents; if the vehicle was in an accident we would
not know if it is not stated on the carfax. We also gave [redacted] the option
to switch vehicles, but unfortunately we do not determine the amount of money
needed for a down payment, the interest rate or the term; the bank does. Both
the warranty company and our dealership have gone above and beyond to try to
accommodate [redacted]

Mr. [redacted] was aware of what paperwork he needed when he picked up the vehicle.  We waited three weeks for him to send the proper documentation with no success. Mr. [redacted] decided to pay for the vehicle with a certified bank check. Upon receipt of payment we began processing his motor...

vehicle paperwork. He has the plates and the registration in his possession. The title is currently at NJ Car and we should receive it on Thursday November 6th. As soon as we receive the title we will overnight it to him. Please notify us when you have received this paperwork. If you have any questions, you can contact [redacted] at ###-###-####.

All of our vehicles are sold as is. Our customers are allowed to test drive the vehicles before purchasing them. As a courtesy we...

were willing to reimburse Ms. [redacted] for some of the repairs made to the vehicle; however, we have been unable to contact Ms. [redacted] via phone to discuss the situation.

I purchased a 2010 bmw 750ix 3 months ago since 1st day I had problems with vehicle wheel fell off as I was driving because they had sold me car with replica wheels which were damaged and caused wheel to snap off causing damage to fender,bumper, and wheel hubs. So when car was brought to dealer they said transfer case, front suspension and ton of other problems on car. RCATENA stated they brought my car to dealer and fixed all problems and put New BMW wheels on from BMW but again I was fooled they put another set of replica wheels, changed brakes and changed 1 rotor. Well after not having my car 2 weeks and temporary plate expired 5 weeks I finally get my plates and drive car BTW auto body shop was in union city in a dirt driveway with no paint or bake booths they sprayed in driveway so I took my car out of there after a week I thought wow they fixed my car unail driving on rt 80 with my 8yr old son n 3yr old daughter and guess what wheels comes loose again causing me to loose control but thank God I get to shoulder and wheel had came loose with only 1 lug on. I have it towed to dealer where they now see that wrong lugs were put on and are too short and wheels are again replicas not originals. Also no e of the previous work was repaired and was still damaged. So I call dealership and ask for owner but some guy answers at old me I can't speak to owner n hes the manager and told me u had car 3 months we fixed what we had to goodbye. All I know is I can't believe these guys are in business