Rosner Automotive Group

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

I have reviewed the sales and service files for this complaint [redacted] did purchase the [redacted] *** "AS IS" In an effort to express our goodwill we will refund [redacted] $ [redacted] he paid for a [redacted] Flex A Service [redacted] will be responsible for any other maintainence he has completed on this vehicle

Good morning, sans-serif;">Our records indicate the following- -We sold [redacted] a [redacted] *** , vin.# [redacted] , with 84,miles, May 8th, Because of the mileage, the vehicle was sold with a day, mile 50/Limited Warranty -At the time of sale our dealership promised to update the [redacted] at our employee pricing to [redacted] and nothing else was promised in writing -May 29th our dealership replaced two tires, a minor piece of seat trim and we completed a front-end alignment at NO COST and as a good will gesture to [redacted] On this same date [redacted] paid $to replace/repair the left front door lock that was not covered under warranty -August 7, was the next visit for [redacted] and he requested a left front tire repair and top off of his fluid levels He paid $ Our records do not show any other Service visits by [redacted] I have also reviewed our Customer Relationship Management System and I do not see any record of any incoming calls or emails, voicing any form of complaint or issue with our Sales or Service Departments In fact I don’t any form of incoming communication from [redacted] I do see standard email communications I have sent as part of our system, with no communication back to me with any concerns regarding his purchase I have no prior knowledge of any concerns or issues with this vehicle or [redacted] Based on the information available to me at this time, I do not believe [redacted] complaint is justified or warranted Please let me know if I can provide any further any information Best Regards, [redacted] General Manager “The Best or Nothing” [redacted] Office Direct- [redacted] Dealership- [redacted] Cell- [redacted] Fax- [redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I called your office multiple times and asked to speak to someone other than the used car manager and was given the run aroundOnce again, the dealership and now it seems you in particular, only react when other steps were not taken and are called out in a forumAll I asked for was an apology for being treated the way I was and given the run around trying to resolve my issues with someone higher up the chain who could have made a decision in good faith on the whole " if you bring it by we will take care of it " that I was told on the way out the doorNor did you address my having to pay for a wire transfer to give you the money, when it was also stated at that time " take care of us and we will take care of you " I will consider this action closed because I see this is how upper management wants to treat wounded warriors, and will definitely let the network of military folks around here know how we are "taken care of" at Rosner I appreciate your fast reaction to the matter, and all of this could have been handled if someone would have just taken a phone call, or passed it on to you
Regards,
*** ***

[redacted] purchased four new tires in March 2009 from our Rosner [redacted] dealership.
[redacted] came in to our Rosner [redacted] dealership on April 29, 2013 four years and 29,551 miles after the tires were installed to have a Virginia...

State Inspection performed, at this time it was discovered that his vehicle needed a steering drag link and steering shock to pass inspection.  These repairs were
approved by [redacted] and completed which also required a four wheel alignment.
[redacted] USA recommends you rotate tires every 10,000 miles. The only record that we have of a tire rotation is when [redacted] visited our Rosner [redacted] location in Stafford, which was 31,378 miles from when the tires were installed by our [redacted] dealership.  At this time [redacted] was informed that the tires were wearing on the edges.
[redacted] contacted our Service Director [redacted] on March 14, 2014 and he agreed to provide [redacted] with a courtesy alignment even though it had been over a year since the last alignment was performed.   Unfortunately an alignment is only an adjustment and can be altered by hitting potholes or other debris that may be in the road.
[redacted] came in May 17, 2014 to Rosner [redacted] for an inspection and was informed that the control arm bushings would be needed to pass inspection.  He was also informed that he would need a wheel alignment once the bushings were replaced.   He was advised again at this time that the rear tires tread depth was very low and even though they passed inspection he would need new tires soon.
[redacted] has gone 5 years, 32,718 miles on these tires and we feel that this is normal wear on these tires and we feel no further adjustments are warranted.
He seems to think that the alignment that was done in May of 2013 was not done correctly which is not the case.  We did the alignment in March of 2014 at no charge as a customer courtesy and not because the previous alignment was done incorrectly.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Good morning,
 
sans-serif;">Our records indicate the following-
 
-We sold [redacted] a [redacted] , vin.# [redacted], with 84,171 miles, May 8th, 2013.  Because of the mileage, the vehicle was sold with a 30 day, 1000 mile 50/50 Limited Warranty.
-At the time of sale our dealership promised to update the [redacted] at our employee pricing to [redacted] and nothing else was promised in writing
-May 29th our dealership replaced two tires, a minor piece of seat trim and we completed a front-end alignment at NO COST and as a good will gesture to [redacted].  On this same date [redacted] paid $819 to replace/repair the left front door lock that was not covered under warranty.
-August 7, 2013 was the next visit for [redacted] and he requested a left front tire repair and top off of his fluid levels.  He paid $30.59
 
Our records do not show any other Service visits by [redacted].  I have also reviewed our Customer Relationship Management System and I do not see any record of any incoming calls or emails, voicing any form of complaint or issue with our Sales or Service Departments.  In fact I don’t any form of incoming communication from [redacted].  I do see 5 standard email communications I have sent as part of our system, with no communication back to me with any concerns regarding his purchase.  I have no prior knowledge of any concerns or issues with this vehicle or [redacted].
 
Based on the information available to me at this time, I do not believe [redacted] complaint is justified or warranted.
 
Please let me know if I can provide any further any information.
 
Best Regards,
 
 
[redacted]
General Manager
“The Best or Nothing”
[redacted] [redacted]
[redacted]
Office Direct-[redacted]
Dealership-[redacted]
Cell-[redacted]
Fax-[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

I have reviewed the sales and service files for this complaint.  [redacted] did purchase the [redacted]  "AS IS".   In an effort to express our goodwill we will refund [redacted] $[redacted] he paid for a [redacted] Flex A Service.  [redacted] will be...

responsible for any other maintainence he has completed on this vehicle.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There was no proposed action offered by Rosner [redacted]
Regards,
[redacted]

Review: I purchased a [redacted] from Rosner/[redacted] of Fredericksburg. What was presented to me as a well maintained, low mileage car with a clean [redacted]. I purchased the car on Friday 'as is' believing the car had been inspected and serviced. Saturday I find the car is past due on an oil change but was assured by the sales manager it would be taken care of as soon as I brought it in and so I scheduled the oil change for Thursday.

I also brought in my [redacted], which I've had serviced for five plus years by Rosner. The service rep for the [redacted] informs me the car is in need of multiple additional services and when I ask how is this possible he informs me 'they don't service them to keep the costs down'. I understand what buying a car as is means but in choosing a reputable dealership I expected better disclosure as I've been a customer for some time bringing both [redacted] in for service.

I do believe the dealership failed to disclose information. If not outright deceptive by practice it appears to be so by omission. Had I known $900.00 in additional services were needed I would likely have not purchased the car.Desired Settlement: I would like the services on the vehicle brought up to date.

Business

Response:

I have reviewed the sales and service files for this complaint. [redacted] did purchase the [redacted] "AS IS". In an effort to express our goodwill we will refund [redacted] he paid for a [redacted] Flex A Service. [redacted] will be responsible for any other maintainence he has completed on this vehicle.

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I purchased a used [redacted] from [redacted] last year. I was recently retired from Active Duty due for wounds received in the Global War on Terror, and was looking for a reliable comfortable car for my family. I was able to make the purchase in cash for 28K and that's when the trouble started. They asked me to do a wire transfer, which cost me money, not to do a certified check or use my [redacted] through [redacted] because they would have to pay a charge, so I agreed. The books for the car that are usually in the glove box were not there and we were then told that Rosner would purchase them for us, waited a couple of weeks, called and were then told to download it from the internet if we wanted the books. Then when we started driving the car a couple of days later, the Nav system was inop, so we called and they said we had to purchase the upgrade for the system. Ok paid for it, then it took 3.5 weeks to get the disc. We had the car for approximately 6 weeks when the tire pressure gauge kept going off. Took it in and we were told the tires had too much wear on them and needed to be replaced. We had only put 600 miles on it and the VA inspection was done a week before we bought the car. They get the tires off and magically the rim needed to be replaced due to corrosion ay my cost. So between 800 per tire and a few hundred more for a rim, it was almost 2200 for 2 new tires and a rim. The complete rudeness shown by the management here is disgusting. They speak to you in a condescending manner, as if they are doing you a favor for you giving them your money. I will never purchase from here again, due to the fact that it took almost 5500 in repairs to the car less than 90 days after purchase.Desired Settlement: For taking advantage of someone who honestly believed that a supposed higher class dealership would take care of them. I have never been treated with such disdain, nor made to feel like a second class citizen.

Business

Response:

Good morning,

Our records indicate the following-

-We sold [redacted] a [redacted] , vin.# [redacted], with 84,171 miles, May 8th, 2013. Because of the mileage, the vehicle was sold with a 30 day, 1000 mile 50/50 Limited Warranty.

-At the time of sale our dealership promised to update the [redacted] at our employee pricing to [redacted] and nothing else was promised in writing

-May 29th our dealership replaced two tires, a minor piece of seat trim and we completed a front-end alignment at NO COST and as a good will gesture to [redacted]. On this same date [redacted] paid $819 to replace/repair the left front door lock that was not covered under warranty.

-August 7, 2013 was the next visit for [redacted] and he requested a left front tire repair and top off of his fluid levels. He paid $30.59

Our records do not show any other Service visits by [redacted]. I have also reviewed our Customer Relationship Management System and I do not see any record of any incoming calls or emails, voicing any form of complaint or issue with our Sales or Service Departments. In fact I don’t any form of incoming communication from [redacted]. I do see 5 standard email communications I have sent as part of our system, with no communication back to me with any concerns regarding his purchase. I have no prior knowledge of any concerns or issues with this vehicle or [redacted].

Based on the information available to me at this time, I do not believe [redacted] complaint is justified or warranted.

Please let me know if I can provide any further any information.

Best Regards,

General Manager

“The Best or Nothing”

Office Direct-[redacted]

Dealership-[redacted]

Cell-[redacted]

Fax-[redacted]

Consumer

Response:

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

I called your office multiple times and asked to speak to someone other than the used car manager and was given the run around. Once again, the dealership and now it seems you in particular, only react when other steps were not taken and are called out in a forum. All I asked for was an apology for being treated the way I was and given the run around trying to resolve my issues with someone higher up the chain who could have made a decision in good faith on the whole " if you bring it by we will take care of it " that I was told on the way out the door. Nor did you address my having to pay for a wire transfer to give you the money, when it was also stated at that time " take care of us and we will take care of you " I will consider this action closed because I see this is how upper management wants to treat wounded warriors, and will definitely let the network of military folks around here know how we are "taken care of" at Rosner. I appreciate your fast reaction to the matter, and all of this could have been handled if someone would have just taken a phone call, or passed it on to you.

Regards,

Review: I was going to purchase a vehicle and get financing through my credit union, I had the buyers agreement. The salesman asked me if I could come in and sign the agreement and it was the weekend of my daughters prom. I said no problem. I left the my daughter at the salon and came in to sign the copy of the buyers agreement I already had. When I got there he started asking me to fill out other paperwork which frustrated me and I said you said I only needed to sign the buyers agreement, especially since I didn't have my reading glasses with me. He told me that they were only going to do a soft inquiring on my credit and we went over this several times since I work in finance. We talked about again and again and I explained exactly what a soft inquiry was. He reassured me over and over. I told him I would be checking my credit after the fact and he told me no problem. When on Tuesday, I check my credit and they did a hard credit check and I was very angry cause I was lied to and then the salesman suddenly was rude and stopped returning my calls. I had to show up and be loud to get any response. I was told that they would follow up with me and today has been a week and no response. Why if I am going to get my finance do they need to pull my credit, I have bought a vehicle using my credit union back in 2010 and the dealership didn't need to pull my credit. I was lied to by the salesman and he knew I didn't have my glasses cause he had to read me my drivers license number for me, he knew what he was doing and when he asked me to come in he said I was only signing the copy of the buyers order that I already had.Desired Settlement: I think other consumers need to be educated about the situation. I would like the inquiry removed off my credit report.

Business

Response:

Good afternoon,

I am disappointed to see Ms. [redacted] as an issue with our Dealership.

Ms. [redacted] did enter into a potential purchase transaction with our Company April 27, 2013. Our dealership does not engage in any form of a "soft inquiry". In fact I have never heard that specific reference until it arose in this complaint. She was told at the time of her negotiations any credit inquiry we make will show as an inquiry/hit on her credit history. As evidenced by the attached signed Credit Application she gave our dealership the approval to proceed.

On Ms. [redacted]'s behalf we contacted 700 Credit this week to see what if anything could be done on our part to have the inquiry removed. We were told by 700 Credit our dealership could not make the request it would have to be made by the consumer. The contact number for 700 Credit is 866-273-3848, option 6 for credit disputes.

Again, I apologize for any miscommunication or inconvenience this has caused Ms. [redacted].

Regards,

General Manager

Mercedes-Benz and Volvo of Fredericksburg

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

The dealership was supposed to contact me and tell me personally that the inquiry could not be removed, this is why I made the complain through the Revdex.com. I never heard back. In addition to that why would they run my credit if [redacted] knew I was getting my financing from my credit union, I have the email to prove that. He knew I didn't have my glasses on and could not read the print cause he had to read me my drivers license number. I had only stopped in to sign the buyers agreement to hold the car while I was getting the finance through my credit union. I feel if the dealership really cared they would have contacted me after I went in there upset but no they didn't.

Review: I own a [redacted] 4 Door Sedan. I have received maintenance on this vehicle at Rosner [redacted] many times since October 2008.

I bought 4 [redacted] at this Rosner [redacted] on 03/11/2009. The mileage on the vehicle after the tire installation, wheel alignment and steering shock replacement was 104,077.

On 05/01/2013, Rosner [redacted] installed a new drag link and steering shock as the [redacted] had failed inspection for the inner tie rods. These repairs required a wheel alignment. The mileage out on the vehicle at this time was 133,627. Note that this is the second time my steering shock has been replaced by Rosner [redacted] and there has been less than 40,000 miles of use. The tire edges on the front tires have badly worn since this visit in May and these two tires need replaced. I had a tire rotation done at Rosner [redacted] on 22 Nov 13 in the hopes of salvaging these tires. These tires were rotated to the rear. The mileage on the vehicle was 135,452. This means that in less than 2,000 miles from the wheel alignment at Rosner [redacted] there was rapid wear on the edges of the tires in question.

The Service Manager, [redacted], at Rosner [redacted] did agree to perform a wheel alignment at no cost on 03/14/2014. During this visit Service Advisor, [redacted] informed me that the cost for two new [redacted] tires, mount/balance and wheel alignment is $463.00. I did not think it was fair that I should have to pay the full cost for this work since I believe the rapid tire wear had something to do with the wheel alignment on 05/01/2013. After the 03/14/2014 and before the 05/17/2014 visit, I was checking the pressure on the tires and found all were normal except that the rear passenger tire was under 15 PSI. After filling that tire with air no other problems have been noted with it. I did not inform Rosner [redacted] of this tire issue.

I had a State Inspection on my 1999 [redacted] 4 Door Sedan on 05/17/2014 at Rosner [redacted]. I was informed by Service Advisor [redacted] that to pass inspection it needed a total of over $700 dollars of work. The work consisted of replacing the control arm bushings and another wheel alignment would be required. He also said the rear tires barely passed as the sides were almost bald. When I was at the same [redacted] dealer in March 2014, Steve had told me that these tires would last about 8,000 – 10,000 miles. The car had only been driven a few hundred miles since the March visit. I asked if the fee for the wheel alignment could be waived. I figured this was fair considering the rapid wear of my rear tires. I also asked could get half off 2 new tires which I figured was fair considering how rapidly my tires had worn after the Rosner [redacted] wheel alignment in 05/01/2013. [redacted] told me on Monday 19 May 14 that the new Service Manager would not waive the fee for the wheel alignment. Also no offer was given for any discount towards purchasing 2 new tires. A $50 off service special discount was applied. I paid a total of $707.17 for these repairs.

I received a call from [redacted] at Rosner [redacted] on 0915 on 05/22/2014. He stated that a tool had been left attached to my [redacted]. He described a tool that held a Compression Spring in place and it was in the area where Rosner [redacted] replaced the control arm bushings. I had unknowingly been driving with this tool attached to the car since I picked it up from Rosner [redacted] on 20 May 14. [redacted] said it would not harm the car. He knew I parked the car at a Commuter Lot while at work so he wanted to send an employee to where the car was parked at the Commuter Lot in Stafford to retrieve the tool. I agreed to allow [redacted] to retrieve the tool without charging him a fee. [redacted] told me he would call me back when this task was complete. Once I left work in Alexandria I had not heard from [redacted] so I called Rosner [redacted] at 1630. I wanted to know if the tool had been recovered and if my car was drivable. I could not get in touch with [redacted] but was able to speak with [redacted] in the Service Department. She told me the tool had been recovered and the car was drivable.Desired Settlement: I request the following:

1) Refund of $120.00 for the wheel alignment I paid for on 05/19/2014.

2) Two new [redacted] tires, mount/balance and wheel alignment for $231.50.

Business

Response:

[redacted] purchased four new tires in March 2009 from our Rosner [redacted] dealership.

[redacted] came in to our Rosner [redacted] dealership on April 29, 2013 four years and 29,551 miles after the tires were installed to have a Virginia State Inspection performed, at this time it was discovered that his vehicle needed a steering drag link and steering shock to pass inspection. These repairs were

approved by [redacted] and completed which also required a four wheel alignment.

[redacted] USA recommends you rotate tires every 10,000 miles. The only record that we have of a tire rotation is when [redacted] visited our Rosner [redacted] location in Stafford, which was 31,378 miles from when the tires were installed by our [redacted] dealership. At this time [redacted] was informed that the tires were wearing on the edges.

[redacted] contacted our Service Director [redacted] on March 14, 2014 and he agreed to provide [redacted] with a courtesy alignment even though it had been over a year since the last alignment was performed. Unfortunately an alignment is only an adjustment and can be altered by hitting potholes or other debris that may be in the road.

[redacted] came in May 17, 2014 to Rosner [redacted] for an inspection and was informed that the control arm bushings would be needed to pass inspection. He was also informed that he would need a wheel alignment once the bushings were replaced. He was advised again at this time that the rear tires tread depth was very low and even though they passed inspection he would need new tires soon.

[redacted] has gone 5 years, 32,718 miles on these tires and we feel that this is normal wear on these tires and we feel no further adjustments are warranted.

He seems to think that the alignment that was done in May of 2013 was not done correctly which is not the case. We did the alignment in March of 2014 at no charge as a customer courtesy and not because the previous alignment was done incorrectly.

Consumer

Response:

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

There was no proposed action offered by Rosner [redacted]

Regards,