Sansone Auto Network

The dealership determined that the vehicle needed a transmission, which has been on order with Chrysler In addition, we contacted Chrysler Customer Care to expedite the transmission and advised them of the Customer's concerns They told us they would be contacting the Customer to discuss her concerns.We got a loaner car for the customer, however, since it was Christmas, there were few loaner cars to choose from and unfortunately the only one available was a Toyota Corolla We are waiting for an SUV to become available so we can put the Customer in that.The Customer has now hired an attorney to represent her and we will be working with him to resolve this ***er

The Customer's $deposit charged on her debit card was reversed In addition, the check initially given to the dealership in the amount of $1,bounced and was redeposited on October 21st when it cleared A refund check in the amount of $1,was mailed directly to the Customer and she is now in receipt of her entire $2,000.00.We are now closing our file

As a gesture of goodwill, the company ordered a new steering wheel for the customer The dealership has reached out to the consumer on at least three occasions so an appointment can be made to come in and have the steering wheel installed

Response from Toyota Manager [redacted] : WE WILL HONOR THE TRUE CAR NUMBER BUT WE HAVE TO LOCATE THE VEHICLE FROM ANOTHER DEALER.I DONT KNOW IF WE CAN GET THE EXACT CAR BUT I WILL TAKE A LOOK TELL THE CUSTOMER WE WILL TAKE THE ADDITIONAL $OFF THE SELLING PRICE OF THE NEW VEHICLE IF WE CAN FIND ITIF IT WILL HELP THE CUSTOMER CAN CALL ME DIRECTLY AND I WILL PERSONALLY HANDLE THIS- [redacted] - Toyota Sales Manager

Sansone Kia stands by its position that the "Documentary Fees" were appropriately charged to the Customer These fees, like sales tax, are added to the negotiated purchase price so as to off-set certain transactional expenses incurred by the dealership, which is standard in the industry Notwithstanding that the Documentary Fee charge was appropriate, in the spirit of customer goodwill, we will, in this instance only, refund said fees in the amount of $ Please advise if this is acceptable to the Customer Lastly, my contact information is below

Representatives of the dealership are currently working with the Consumer and hope to resolve all issues

rgb(254, 254, 254);">This is regarding complaint ID [redacted] Sansone Toyota has resolved the issue and gave us our money backThank you

The customer returned to the dealership after his engine was repaired and stated that since he had the engine repairs done, the air conditioning no longer worked We advised the customer to bring his vehicle into Service at his convenience, so it could be diagnosed, at no charge to him, in order to determine what was wrong with the air conditioning system The customer returned to the dealership and we performed the diagnostics The diagnostics determined that the air conditioning compressor had an internal issue The compressor is a sealed unit, and an internal electrical issue could not have been caused by any repairs that were made to the engine The customer was told the vehicle needed a new air conditioning compressor due to an internal problem, and he was given an estimate at this time The customer declined to have any repairs performed

[redacted] I am rejecting this response because:the ac conditoning system was clearly working before the car was dropped off for repairsAfter that the ac system was not performing after the initial repair Regards, [redacted]

Our out-of-state motor vehicle clerk advises that the paperwork was initially rejected by the State of [redacted] because the lienholder, [redacted] Bank, did not have an electronic filing code for [redacted] Our employee has been working with [redacted] and [redacted] from [redacted] and continues to get incorrect codes On January 20, 2015, our motor vehicle clerk submitted all the paperwork to [redacted] that she submitted to [redacted] to see if they can rectify the problem.She is continuing to monitor this situation, however, it looks like the lienholder has to provide us with the correct electronic code

As a prior Customer, the Consumer was sent a letter regarding a program running at Sansone Nissan However, the letter explicitly said "with potentially no money out of pocket and keep the same payment$that you are paying now" in bold print The letter also said "you may be able to upgrade to a brand new or model" It did not only reference a model The Customer was offered a brand new [redacted] with the same monthly payment $with $1,down for inception fees, motor vehicle and first payment Her desired settlement of a [redacted] with the current $payment and no money down is not what was promised

Complaint: ***
I am rejecting this response because:
I have not heard anything from New Jersey Consumer Protection Yet
Regards,
*** ***

In response to Mr*** complaint, I have reviewed the transactional sales file. According to the Buyer's Order, the total amount due and owing from the Customer was $14,958.37. Mr*** gave us $deposit charged to his credit card, a $10,personal check, and
$was also charged to his credit card, for a total of $15,034.37. Subtracting the amount due of $14,from $15,034.37, Mr*** overpaid us by $76.00, which was returned to him.We apologize for not having explained this to him sooner

Subsequent to the purchase of his vehicle, Mr.*** returned to the dealership and advised that he wanted certainwarranties and/or products canceled, which totaled $4,554.00. At thattime Osvaldo R agreed the termination fee of $would be waived. However,
the dealership needs a copy of the billing statement Kia sent to Mr.*** charging him for the early termination fee before the credit can beprocessed, and they have not received same from Mr***.The $4,will be refunded in approximately six weeks which is how long itusually takes to process the paperwork and the monies are then forwarded to theCustomer's financing company to be applied towards his loan.Lastly, the General Sales Manager of the dealership, John P, advised thatthey have NEVER asked a customer to sign a blank contract nor would they expectanyone to do so. We apologize for the delay in refunding the $4,to Mr***'s loan

Tell us why here
While it is true the consumer could process the transfer of his plates and registration, the dealership would not have been able to release
the vehicle
to the customer until he returned to the dealership with a receipt from the State of New York indicating that the sales tax was paid and the vehicle
was registered to him. At that time the dealership would reimburse the consumer for all motor vehicle and sales tax collected.
The dealership did not “make an extra $dollars”. I’m assuming the consumer is referring to the $charged for documentary service
fees which is for the preparation and processing of documents related to the sale or lease of the motor vehicle, and does not include the actual
motor vehicle fees charged by the StateThe dealership refunded the Customer $from the estimated motor vehicle fees collected in the
amount of $300.00.
All of this is clearly spelled out on the back of the Buyer’s Order

When the Manager of the dealership met with *** *** and *** *** the last week of March, he apologized to them for their disappointment in Customer Service. He assured them he would take care of their needs and gave each of them his business card.
Thereafter, the Manager was able to lower their monthly payment by $and gave them a $discount off the price of the vehicle. When he saw them again on April 30th, he was shocked that they were still unhappy. He asked them why they hadn't contacted him with their concerns, and they advised that they had lost his business card.In addition, there was a problem finding a financing source on this transaction, causing a delay in obtaining the plates and registration. In New York the insurance card must have an effective date within days of the transaction so the date had to be changed.The Customer is now in possession of the plates and registration

Complaint: ***
I am rejecting this response because: *** *** called me a week before I made the complaint and told me
the situation was settled over a over a suffix of my last name whether it was senior or notThe registration was mailed and registered to the wrong address which needs to be fixed
Regards,
*** ***

This matter has been resolved between the parties and a Release is being sent to the Consumer, along with a check in the amount of $1,

Complaint: ***
I am rejecting this response because:
Although I do appreciate the dealership taking the time to look at my car, I do feel again as
though they were not completely honestOn saturday 5/I went to my routine oil change place to get my oil changed, and I was again told my brake fluid is extremely low, signaling a brake replacement is neededThis is a place that does not offer this kind of work, so informing me was a courtesy and again this brigs me to, the life of my brakes should not warrant a replacement as of yet from when they were replaced last year, by Sansone Toyota Service.So again I would like a response sooner rather than later since I trusted their assessment that I did not need brakes and continuing to drive in a car that obviously needs the repairShall I complete myself and seek reimbursement or will the work be properly completed by Sansone Toyota Service?
Regards,
*** ***

The additional $1,deposit was required by the bank in order to finance this transaction. Atthat time the Consumer had the opportunity to read and review all the appropriate transactional documents,and accepted same by executing said documents.In addition, the
Consumer is now in receipt of her plates