Roberts Auto Service

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Dear BBB:The very next day I contacted Joshua; Roberts Auto representative and the following day after that in regards to the vehicle issues. The issues were dismissed both times. The certified mechanic would not have stated the issues nor does the pictures show anything but, pre-existing conditions and neglect to address obvious problems. If vehicle was given oil change (as was stated over and over again); you could not miss the issues unless you selectively ignore them. The purchase of vehicle was 10, 000 with 5,000. down. Once the actual hand over of monies was received the purchase increased by 250. plus the 2,500 for the forced purchase of the service contract that was suppose to be extended (standard only) nor does it cover any vehicle over a 175,000 miles. ( Vehicle 117 miles - 175, = 58,000) that left only 58,000 miles of supposed; no coverage at all; coverage under service contract forced by Roberts Auto Service.You can cancel the service contract that Roberts forced us to purchase but, your still going to pay for the 2,500 fee regardless. Most definitely we were forced to purchase a service warranty that Roberts applied because, if we were not forced; we would not have a 15, 250, debt; it would be 5,000. as receipt states. In fact, the original receipt shows the balance of 5,000 not 15, 250. However, the receipt provides Credit Acceptance states they never require the client to purchase the additional warranty; it is the dealership that provides the service warranty;In fact, Roberts does receive a percentage of monies from the payment we make. How much is that? That was not disclosed nor was the fact that the service provider is referred from Roberts Auto Service not Credit Acceptance. More over, the service warranty is also known as Dealers Assurance company; doesn't cover four years it only covers by mileage that isn't covered once you exceed 175,000 miles. Proof doesn't show bias; it shows truth.Proof shows that the balance on vehicle was 5,000; not 15,000. [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

Dear Revdex.com: Good afternoon It does include finance charges; overcharged amount of $If you have any questions please contact us Have a nice holiday tDear Revdex.com:Good afterwardsHappy HolidaysI did include the finance charges in the 15,Plus amountI also, enclosed an overcharged amount of $250.00. Thank you,*** ***

December 10, Reference #***Dear *** *** ***This letter is to respond to the complaint ID ***.Roberts Auto Services LLC sold a *** *** ** with 90,miles on Oct 21, to *** ***. Roberts Auto Services LLC is a sma ll dealer that does not have a service shop
Therefore we useand trust * * * *** for repairs and NYS inspections*** Auto is an authorized and lice nsed inspection station*** Auto inspected the vehicle on 10/and found no safety issues with the vehicle at that time and was able pass it for New York State InspectionAt the same time of the NYSI an oil change and the mounting and balancing of new tires was performed.When the customer contacted us after delivery with her concerns we sent the vehicle back to *** to look over the customers list of concerns(Please keep in mind none of the items listed were safety items and therefore not checked during a New York State Inspection) *** Auto was unable to see a water leak but found the sunroof drains to be clogged and cleared the drainsRepaired a loose molding and tested the batteryWhen the battery was tested it tested in the proper rangeThey also looked for a pinging noise that was unable to be heardThe customer was also unable to hear the noise on a trip to New Hampshire but still fee ls that *** Auto overlooked something. - As we moved forwa rd to try to remedy this situation the customers demands have changed frequentlyAt the start she asked for four new tires, rusted screws to be replaced, battery, remote problem fixed and water leak repa ired. She decided to have the vehicle looked at by another dealer for a second opinion and that dealer li_sted several items for repairHer request on 11/was to have a new battery and all the repairs the other dealer recommended, and to have the back door, rear door frame and la tch repa ired or replaced and if we were unable/unwilling to give her all her requests then she wanted a newer *** *** ***About hours later her request changed and on 11/she wanted us to take the ve hicle to a *** dealer for the electrical problem, to fix the front window, have all the rusty screws replaced and a $refundOn 11/she threatened that if we did not do everything the other dealer suggested and replaced the bolts she within hours she would send a page Complaint to several places. As an owner of a business that relies on reputation and referrals I put customer satisfaction first but in this case I do not believe we can do thatThis customer has been totally unreasonable and impossible to work withWe have tried to address her concerns with no availAt this point I do not have a resolution for this situation. If you have any further questions or would like to talk in more detail please feel free to contact me at *** Respectfully, Paul CRoberts - Owner

On August 30,purchased a 328i x drive BMW: Agreed price 10,with 5,cash. Joshua said, " Paul said, okay as long as the 5,is cash! no debit! no check! Joshua, contact me from cell ***; The bank will not finance without a four year extended
warranty! we cannot eat that! but, it makes sense with this type of vehicle and mileage; it will cover everything and give you four years of coverage". I asked, "how much is that"? Joshua said, "it is $2,500.; we can add that to your finance! I asked, " who is going to do the repairs? Joshua said, "we bring it to BMW South of Albany! Besides that the vehicle just had a certified point inspection, oil change, alignment"! Its sound!On August 31,arrived at R***s Auto Service, Troy Schenectady Road, Latham, NY (518) 782-5161; Vehicle was outside running; rushed; into the office; rushed through contract: required using the office computer to obtain information from our banking institution for document already submitted; required using office computer for half of the contract; rushed out of office; Superior Protection Plan brochure was thrown at us over the desk;On September 1, contacted Joshua about electrical issue; contacted Joshua on September 2, about electrical issue; dismissed explained away.On October 26, vehicle inspected at BMW South of Albany, Glenmont, NY***; MrR*** the mechanic, and service technician showed us the problems. "these are long standing problems, if oil change was done this would be obvious". Repair drive belt, rear seal, oil pan, rear shocks, no alignment, no oil change; repair cost $5,143.14.On October 27,contacted Joshua, "repair not covered; even new vehicles are not covered for this repair:On October 27, contacted Anthony at Superior Protection Plan; repair not coveredTold him contacting NYSAG "laugh".On October 27,contacted Lyle, John, and left message for Paul; repairs not covered as per NYS regulations; given three inspection shops.On October 27,contacted Primeaus, High Street, Cohoes, NY 518-237-0027; returned call "vehicle was only brought in for front brakes"!On October 27,Paul from R***s Auto Service contacted me; denied repair; dismissed BMW as a computer nerd; vulgar sediments! R***s Auto Service, Troy Schenectady Road, Latham, NY 518-732-Paul R***s (owner)Credit Acceptance, West Twelve Mile Road, Southfield, MI 248-353-(finance company)Dealers Assurance Company, P.O.Box 2115, Upper Arlington, Ohio, 43221; 1-866-410-(Superior Protection Plan)Primeaus Auto Body, High Street, Cohoes, NY; 518237-0027 Resolution:Pay BMW to complete all repairsExtend month warranty at certified BMW dealershipReimburse $overchargeAmend service contract fee $2,from finance loanAdjust finance loan accordinglyORREFUND 5,000.00Overcharged 250.00Service contract

Revdex.com:Routine maintenance is complete crap. I bought the car in January and your trying to tell me that all of this has gone wrong within that span of time?
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We do not say or advertise 120 point inspections. The vehicle Lemon Law coverage for a vehicle with excess of 100,000 miles does not exist. She was not forced into buying a extended warranty and we gave her the number to cancel her contract. The vehicle did not have pre-existing conditions. We were never given a chance to review her problems with the shop that inspected her vehicle. She had the vehicle almost 2 months before she ever stated to us that there was a problem.

In response to the above listed complaint we have lived within the terms of our warranty. The $3000.00 that he has spent outside the warranty is mostly for routine maintenance and none covered items. We have been more than fair in the handling of Mr. [redacted] situation. He has a 1 year 12000 mile...

power train warranty that does not cover routine maintenance. If you like to discuss this further please contact me at ###-###-####. Thank you Paul R[redacted]

The customer was not forced into buying 2009 BMW with VIN reading [redacted], as stated in the complaint. The customer entered into an agreement with Credit Acceptance corp, who provided the financing and service contract for this vehicle. The customer can cancel the service agreement with Credit Acceptance Corp, (as they hold the service contract) the number is [redacted]. We do not control what is covered by this agreement, as Credit Acceptance Corp reserves the right to approve or deny any claims to them as presented. If you have any further questions and or concerns on this matter, please feel free to contact me at [redacted].

Paul Robert's called me 4 weeks ago after he heard from the NYS AG's office. He offered to replace the battery, but not with the heavy duty battery that was suppose to be in good working condition in the SUV, made by [redacted] or [redacted].  He refused to allowe [redacted] to repair the broken off rear spring, rear window seal that is broken and water leaks in, the oil leak, and or replace the ground strap that holds the starter in place which is shredded.  Only a [redacted] Dealer can replace this strap since they must build it for the vehicle.  Mr. Robert's "mentioned" [redacted], where he purchased the SUV from, but would NOT commit that [redacted] would make the repairs, he would only state, "I will consider [redacted]".  He up front refused to repair the oil leak, provide the new [redacted] Tires his salesman [redacted]ny promised to give me, and refused to repair the rear spring.  He stated, "let's start with the battery and the ground strap", then after going back and forth, he stated, "ok, I will fix the broken window seal".   Since he would not agree to make all repairs, even though I was willing to forgo the 4 new [redacted] Tires, and since he would not comnit to taking the SUV to [redacted], since I was willing to let it go there verses [redacted], my fear was he would take it right back to his mechanic, ** [redacted] already had the SUV for 7 days and found NOTHING wrong with it, and who has already proven is incapable of repairing this SUV since he can't even diagnosis the issues properly, and the SUV never should've passed his NYS inspection. Mr Paul Robert's replied to the NYS AG's office that "he would get these repairs done".  I received a letter on 12/12/2015, from the AG's office dated 12/9/2015.  On 12/17/2015, [redacted]t, of the AG's Consumer fraud unit advised me to give Paul Robert's 3 weeks to contact me to make the repairs, if he doesn't, I should contact him, and if he STILL does not make the repairs - (which he has not), then I needed to send [redacted] a letter documenting my communication with Paul Roberts.  Tomorrow, 01/08/2016, I will email Paul Robert's the letter from the AG's office and ask him to schedule these repairs with [redacted] or any other [redacted] dealer of his choice.  On 12/30/2015, [redacted], Investigator for NYS Dept of Motor Vehicle, called me and was reaching out to Paul Robert's that day via phone. He told me the broken rear spring is a problem, and if the window seal is leaking into my battery, that is also a problem from a DMV perspective.  He told me to give him a couple of weeks.  I am also obtaining a letter from the dealer stating that the water does indeed leak into the battery compartment which is the rear of the vehicle along with all the wires that make the SUV run.  [redacted], [redacted]'s, and [redacted] have their batteries in the rear of the vehicles and they are extra LARGE batteries that cost about $300  but last 8-10 years, they are unique to German made vehicles. No matter what Mr. Robert's is stating, he has not agreed to make ALL of the necessary repairs.  His salesman "assured" me the SUV was in good working order and I brought it back to him 12 hrs after I bought it, asking him to give me a different vehicle, that there were issues with this one.  He sent me on wild goose chase to ** [redacted] over a 2 week period.  The only thing ** [redacted] did was blow some pine needles out of the track to the sunroof, since he was convinced that was why the rear end of the interior of the SUV was FULL of water, meanwhile, it was FULL of water because the rear window seal is broken.  Other than that, [redacted], the Owner at [redacted]  did not find one other problem, because Paul Robert's refused to pay for the repairs.  Both [redacted] and [redacted]r both state any licensed NYS DMV Repair Shop could've identified anyone of these problems especially when I told them what the problems were.   Last week, I did receive the 1 yr Power Train Warranty ID Card with my member ID, which Paul Robert's insisted is never issued.  It took him almost 2 months, with the AG's office, the Revdex.com, and the NYS DMV on his rear end to get that done.  That speaks for itself of the lack of integrity this man has and how he runs his used car business. There are more complaints going into the AG's from other Robert's Auto Sales consumer's, who experienced very much the same as I have.  Paul Robert's is a CROOK!!  Please reopen my case and try to help me get these repairs done by a reputable [redacted] repair shop.  [redacted] and [redacted] absolutely refuse to deal with any customers from Robert's.  Since I was an existing customer to [redacted] with my [redacted], they agreed to go thru this SUV for me.  Please call me if you would like to discuss further.  My number is [redacted]Thank you very much. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Dear Revdex.com:The very next day I contacted Joshua; Roberts Auto representative and the following day after that in regards to the vehicle issues.  The issues were dismissed both times.  The certified mechanic would not have stated the issues nor does the pictures show anything but, pre-existing conditions and neglect to address obvious problems.  If vehicle was given oil change (as was stated over and over again); you could not miss the issues unless you selectively ignore them. The purchase of vehicle was 10, 000 with 5,000. down. Once the actual hand over of monies was received the purchase increased by 250. plus the 2,500 for the forced purchase of the service contract that was suppose to be extended (standard only) nor does it cover any vehicle over a 175,000 miles. ( Vehicle  117 miles - 175, = 58,000)  that left only 58,000 miles of supposed; no coverage at all; coverage under service contract forced by Roberts Auto Service.You can cancel the service contract that Roberts forced us to purchase but, your still going to pay for the 2,500 fee regardless. Most definitely we were forced to purchase a service warranty that Roberts applied because, if we were not forced; we would not have a   15, 250, debt; it would be 5,000. as receipt states. In fact, the original receipt shows the balance of 5,000 not 15, 250.  However, the receipt provides Credit Acceptance states they never require the client to purchase the additional warranty;  it is the dealership that provides the service warranty;In fact, Roberts does receive a percentage of monies from the payment we make.  How much is that?   That was not disclosed nor was the fact that the service provider is referred from Roberts Auto Service not Credit Acceptance. More over, the service warranty is also known as Dealers Assurance company; doesn't cover four years it only covers by mileage that isn't covered once you exceed 175,000 miles. Proof doesn't show bias; it shows truth.Proof shows that the balance on vehicle was 5,000; not 15,000.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com100 Bryant Woods SouthAmherst, NY 14228February 11, 2016Dear [redacted]888 Troy Schenectady Road, Latham, NY 12110P. 518.782.5161 ~- F. 518.782.5163Reference #[redacted]This letter is to respond to the complaint ID [redacted].As an owner of a business that relies on reputation and referrals I put customer satisfaction first but in this case I do not believe we can do that. This customer has been totally unreasonable and impossible to work with. Her behavior towards my employees and myse lf have been unwarranted. All attempts to resolve this matter have been met with nasty e-mails, numerous phone call and unreal expectations. At this point I do not have a resolution for this situation. If you have any further questions or would like to talk in more detail please feel free to contact me at[redacted]Respectfully,Paul Roberts-Owner