Sloane Automotive Group

Review: On 12/27/2013 I left the '09 [redacted] for inspection at Sloane [redacted] service center on [redacted] and spoke with advisor [redacted]. [redacted] called me later that day to inform that rear brake pads need to be replaced to pass the inspection. I authorized the replacement. Shortly [redacted] called me again to inform that upon performing pads replacement, a technician has found the right caliper seized and I was told it needs to be replaced immediately for an extra cost. I declined the replacement and was told that in that case the old brake pads would be installed back. Per [redacted], new brake pads could not have been installed without replacing the caliper. I was also informed I would still be charged a full amount of $192.99 for brake replacements.

When I came to pick up my vehicle I requested to meet with the manager, who have not introduced himself. I complained about the fact that I was charged for the brake replacements even though they were not changed and the old brakes were installed back. He went alone to take a look at the condition of the caliper and told me the only thing they can offer me is the discount on the caliper if I agree to replace it. He asserted that no refund would be made even though the brakes were not replaced due to the fact that a new problem was discovered. I was strongly and repeatedly advised against drive my car with such a caliper.

I took my car that same day to another mechanic who inspected the caliper and found nothing wrong with it. I drive my car to this day with that same caliper and the new brake pads without any issues.

Therefore I believe I was being forced into an unnecessary extra service at the Sloane service center and was misled as to the condition of my car's rear caliper. When I refused the replacement which would result in extra cost to me, the dealership declined to install the new brake pads but still charged me the full amount for brake replacements.Desired Settlement: I request a refund of $192.99 for the brake replacements and will be glad to bring my car to the service center for inspection of the caliper if necessary.

Business

Response:

[redacted]----

sloane [redacted] will reimburse 192.99 to [redacted]----- we will issue a check in that amount and mail it to [redacted] promptly

thank you for your attention to this matter, please contact us if you have any further questions

service manager

sloane [redacted]

ps------contacted [redacted] and left message on 267.879.4379 and also emailed him

Review: On 10/17/2013, I brought my car into their Service department to get my Crank Shaft Sensor fixed in my 2006 [redacted] that I purchased from their dealership. I am a former employee, and I figured the job would be taken of properly, and this was not the issue. I had the same problem after the initial repair was completed, and an employee who originally worked on my car advised me to take it else where (Which was [redacted] in [redacted], Pennsylvania.) I was charged a diagnostic fee by this dealership for $124.95 because my Warranty Company Extra Care had already covered this repair amount for this repair on 10/17/2013. I have a 5 year/60,000 mile Platinum Warranty, which covers my vehicles diagnostics and also covers everything except wear and tear. I had to bring my vehicle back to Sloane [redacted] to complete the initial repair.Desired Settlement: I am seeking a refund in the amount $124.95, because this problem should have been taken care of from the start. I have proof of would happened and occurred during this two week period, and feel as though this company should have taken car of this from the start. I am a former employee, but I feel as though if this was any other customer, they would have attended to them in differently. Again, I have proof of receipts and feel as though I am the victim here. I don't want to bad mouth my former employer, but this was not handled professionally or properly, and I feel as though they need to refund me.

Business

Response:

To whom it may concern:

On 10/17/13 Sloane [redacted] checked the vehicle for a check engine light being on. We replaced a crank shaft sensor under the vehicles warranty contract. The complainant was an employee of Sloane [redacted] at this time and spoke directly to one of our technicians about his concerns with his vehicle. Our technician informed him that the vehicle may have a SSC (Special Service Campaign) and would need to go to a [redacted] Dealer to have any factory warranty work completed. The complainant did take his vehicle to a [redacted] Dealer to see if there were any recalls open and not completed.

Shortly after he took his vehicle to the [redacted] Dealer he requested to speak to the Service Manager at Sloane [redacted]. The complainant was concerned that [redacted] had charged him a fee for checking his car and was seeking advice on what he could do. During the interview we asked him why he took his car to [redacted]. He informed us he was having them check for recalls. We asked him at time of write up did [redacted] discuss any fees he would be responsible for. The complainant informed us that he dropped the vehicle off in their night drop and wrote to check for any SSC’s. We asked if anyone from [redacted] called before checking his vehicle about any possible fees. The complainant stated no one informed him there would be a service fee. He found out after his car was checked and they told him they could not delete the fee. We informed the complainant about our procedure and fact that we do not charge a fee unless it is previously discussed and approved. Our advice to the complainant was to contact the Service Manager at [redacted] and tell him what happened. The complainant also informed us that his check engine light was on again. We scheduled his vehicle to look into his concern.

On 10/30/13 we replaced another crank sensor to repair his vehicle under the used car warranty. The complainant informed us that he was having no luck getting his money back from [redacted] and was frustrated. He informed us the Service Manager at [redacted] was not returning his calls. He asked for advice on what else he could do. We informed him if he was not getting satisfaction with the service department at [redacted] he could call the General Manager, maybe he could help.

On 5/9/14 we spoke with the complainant in response to a [redacted] Customer Contact. The complainant filed a complaint with [redacted] asking Sloane [redacted] to reimburse him $124.95. We again reviewed his concern with the fee he was charged by [redacted]. The complainant again agreed that he went to [redacted] to have his vehicle checked for a recall and at no time approved or was told he would be charged. We informed the complainant that we could not reimburse him $124.95.

This situation is between the complainant and [redacted].

Sincerely,

Service Manager Sloane [redacted]

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted] To Whom This May Concern, I want to still resolve this issue. The argument I am trying describe is the fact of yes, I am a former employee, and I trusted this company. I am also the consumer/customer. I have no trust in their General Manager or their Service Department. I worked for that company for nearly 3 years, and did what I was told each and everyday. I purchased this vehicle from them because I needed a vehicle to get from A to B and to work. I had an issue with my vehicle, and instead of taking it somewhere else, I brought to them, thinking they will fix it and my problem would be resolved. This was not the case. I know what their technician told me after I still had the same issue with my vehicle. He told me that he did not get paid anything for warranty repairs, and that you should take it to [redacted] and check to see if their was a recall on this issue. Well, there wasn't, he just didn't do the job correctly. What I am trying to explain is the first repair completed on my vehicle could have malfunctioned in all sorts of ways. My understanding is that my starter could have needed to be replaced as well, and that this issue could have started an engine fire. I don't like being lied too. I found this out from the other technician that completed the second repair on my vehicle. The first technician in my opinion did not take pride is his work, and could have possibly damaged my vehicle. I believe there was a cover up in this. He just didn't want to work on my car because they do not paid enough for warranty work or the mere fact of he was just a very lazy individual and didn't think fondly of me. When I asked my General Manager for a pay advance to get my car out of [redacted]'s shop, he took an attitude with me on the phone, and said "[redacted] No! We will discuss this when you come back from your destination." I was a Lot Attendant for this dealership, and one of job descriptions was do drive to different dealerships and pick up different cars, known as a dealer trade. I never felt comfortable working for this General Manager, or for this dealership at this point. I felt as though I worked hard for 3 years and this is how I get repaid. It's not right, and I would not want to see anyone else go through what I previously experienced with this dealership. I went to my Service Manager more then once about this issue, and he kept telling me that was tied up with other customers and he couldn't attend to me. I feel as though we are playing a game of point the finger or he said she said nonsense. I had to go to their Service Director in order to get this issue resolved. Then my Service Manager at time, was all ears. I felt as though being an employee/customer was different then the average walk in customer. This is one reason I parted ways with this company because I feel as though they are dishonest, they treat their employees with disrespect, and do not resolve issues efficiently and professionally. I do apologize for the language I had previously described in this statement, but it is 100% accurate. I am also putting all feelings aside from this and what I experienced working for this so called business, but in the end all I want is for them to honor my word, and refund my $124.95, because this issue should have been resolved from day one when I brought the car to their dealership. I trusted this company at one point in time, and for them to treat a former employee like they did was the wrong thing to do. How would anyone else feel? I ask myself this everyday since this issue had occurred. I hope my former employer is reading this, because you were very dishonest in what you did to my vehicle, and I am sure I am not the last person who will go through an ordeal like this. I trusted you very much, and this is how I get repaid? Are you serious? You have lost all respect from me, and I hope this issues get resolved with justice because this shouldn't have happened. Sincerely Yours, [redacted]

Review: I purchased the car and found a scratch. I told the dealer about it and he promised that the scratch will be buffed next day and will go away.

When I came back to get service for buffing the scratch the tech could not buff it and said it is not fixable.

So bottom line the dealer sold the defected car with regular price.

When I asked the dealer to discount at least for the defect I was told "no"Desired Settlement: either give me the new car with the same options or discount for the defect.

Business

Response:

At the time of purchase [redacted] asked if we could buff the scratch on the passenger rear door. We told him we would have our detail department attempt to buff the scratch and we let him know that it might not completely come out. . The customer dropped off the car after they took it home and brought it back several days later. We buffed the scratch as best as we could. The scratch was partially removed. In the interest of customer satisfaction we gave him a bottle of touch up paint and 10% discount on an accessory he wanted. We thought this resolved the issue at hand.Thank you,Jack R[redacted]

Review: PURCHASED NEW [redacted] FULLY EQUIPED WITH REMOTE START. THE REMOTE START WAS NOT A [redacted] ADD ON BUT THE SALESMAN ASSURED ME IT WAS BETTER THAN A [redacted] REMOTE. AFTER SIX MONTHS THE REMOTE NO LONGER WORK CORRECTLY. I CALLED THE DEALER FOR SERVICE AND WAS TOLD THEY DON'T SERVICE THESE REMOTES AND WAS REFERRED TO THE SALES DEPARTMENT. AFTER REPEATED CALLS BY ME A SALES MANAGER TOLD ME TO TRY THE OTHER REMOTE CONTROLLER. WHICH I DID TO NO AVAIL.Desired Settlement: I WOULD LIKE THE CURRENT REMOTE REPLACED WITH A [redacted] REMOTE. CREDIT FOR WHAT I PAID ON THE DEFECTIVE REMOTE AGAINST THE PRICE OF THE [redacted] REMOTE.

Business

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Fri, Jan 10, 2014 at 1:53 PM

Subject: [redacted]

To: "[redacted]" <[redacted]>

Review: I negotiated a price for my mother with this company for a 2013 Toyota Highlander. I told the girl via email and phone that I would need it to be Automatic seats, an extended warranty, an automatic start, v6, and 4 wheel drive. She quoted me (which I have in email if you would like to see it) an out the door price of $31,609. My mom was happy so I told her we would be there at 6:30 to sign the papers. When we arrived we were told to seek out the manager [redacted]. When we spoke with [redacted] he said that all was included except the warranty for that price. I advised him that this is what we were told and he said that the girl I spoke with ([redacted]) did not tell him that and he couldn't honor it. I showed him the email and he took it to his boss ([redacted]). [redacted] argued with me and was very rude to me and my mother. I asked who is in charge and with an attitude he said "I am and I am not honoring that." I said it was a written agreement and asked how he couldn't honor it. He said she misspoke and he doesn't have to honor it. I don't think this is right and I am going to give them a chance to correct this by coming to you.Desired Settlement: I wish them to sell us the car at the price quoted with the options listed.

Business

Response:

Good Morning,

Please email a copy of the quote to [redacted] and I will review it and get back to you as soon as possible.

Thanks,

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

There was no offer. I did send the email though

Regards,

Business

Response:

Good Afternoon,

I spoke to the customer and agreed to deliver the vehicle she requested a quote on at the price the customer was quoted. Upon the customer realizing the model she requested a quote on did not have a power seat, the customer wanted the dealership to absord an additional cost of 1400.00. There was nothing communicated via email to this request. I also spoke to the internet rep and the sales manager and they don't recall any mention about a power seat.

I also offered to meet the customer to see if the model without the power seat would work for her, but she declined.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

First, I would like to explain how this all came about. I called [redacted] and explained that I wished to have the 2013 highlander with auto start, v6, 4 wheel drive and power seats. I asked her to email me a quote. I did not give her the specific stock number to put in. How would I even get that information? SHE picked that stock number and since I requested the above things and that is the stock number she entered you one could assume that since she is an employee of Sloane's that she know the correct stock number to enter. So, by [redacted] stating that I "realized the model she requested a quote on did not have a power seat" he is implying that I would know stock numbers or that I asked for a specific stock number. This is what I had asked for and since the quote was neck in neck with another dealer for a while (until the end when she said she would add the warrenty at that price) I didn't think it was out of the ordinary. Also, I do expect them to absorb the cost since this is what I was quoted with the power seats. As [redacted] said, nothing was communicated via emial. That is correct. At that point [redacted] and I were talking on the phone. We had about 3 phone conversations as well. I know for a fact that the manager of the [redacted] location KNOWS we asked for power seats because we discussed it. As [redacted] had mentioned on the phone, the [redacted] location doesn't want to do business with me, so of course they would lie about it. Do companies really have the right to tell you one thing to get you there and then turn around and say that they will not provide what they promised?? It just isn't right. My poor mother (who the car is for) is retired and on a fixed income. She has been saving for YEARS to get a new car and was so excited until she found out that she was being lied to. It is a shame. I will say this whole situation has taught me that you really can't trust anyone anymore...especially car sales men. I will make sure I get EVERYTHING in writting from this point on.

Regards,

Review: I received a recall notice in the mail on my 2010 [redacted] for fuel pump. I called make appointment for Tuesday June 17, 2014 first thing in the morning. I dropped my van on June 16 at 6:00 p.m. and work was done on June 17. I picked up my van at about 5:00 p.m. and went home. As soon as I got off from van I notice there was a big dent on my hood. I went right back to service department. I met [redacted] he took picture and told me that my sales rep [redacted] is gone for the day. You need to coming in the morning at 7:30 I went there on June 18 7:30 in the morning but [redacted] was not there. I asked any one can help [redacted] came over and said that he can help. I explained him my situation that he was very nice and courteous. He said that he will investigate and call me on my cell. I received a call about in an hour and told me that Technician has noted that there was dent on hood. I asked him is there any way some thing happened over night? He said he will look into it and get back to me. He called me back and said that there is no way he can locate in parking lot that some thing happened. He said he can give me an estimate how much will cost to fix it.

My question is that I bought this van from this dealer ship last year. There was not dent on my van before taking to this place.Desired Settlement: I want to have [redacted] Dealer to fix this dent.

Business

Response:

Thank you for giving Sloane [redacted] the chance to respond to [redacted] damaged hood on his [redacted]. If I understood [redacted] correctly we both agree the damage to his hood was there before we pulled his vehicle in the shop the morning of June 17th. I advised [redacted] our technician documented several things prior to working on the vehicle

1. current mileage

2. state inspection due date

3. obvious damage to the hood ( dent 12 to 15 inches long that was round in nature and crumpled)

The technician who performed the service recall on this vehicle was the only employee to come in contact with [redacted] . Our security video system

could not pick up a frontal view of this vehicle where it was parked Monday night June 16th. I asked the technician "is there anything you remember about [redacted]? " He immediately said, " yeah there was a big dent in the hood, I documented the work order just in case"

It would have been very hard for the type of damage that [redacted] hood sustained, to have happened on our lot, in the position he parked it in ( front end pointed towards fence ) The damage is not on the edge but towards the inner portion and would have to be from downward pressure, not from the side . In addition to our video security

cameras , Sloane [redacted] has full time security guards who patrol our facility every hour we are closed ( no incidents reported the night [redacted] dropped off)

I reminded [redacted] of several things before we concluded our conversation. I advised him that even if the damage did occur on our lot overnight when we were closed ( which I am convinced it did not) that it would be an insurance issue for him. I also told [redacted] we are here to help him and if he did not want to go through his insurance I would be more than happy to repair his hood with an aggressive discount in a timely manner in an attempt to minimize his repair time and expense. If you have any further questions or need any further assistance in this matter please do not hesitate to contact us.

Sincerely

Fixed Operations Director

Sloane Automotive Group

###-###-####

Purchased a car 3 years ago. Good deal. Brought in for routine maintenance. Told it will need brake pads and the rotors turned. 17 dollars less than 600.00 for the job on basically a glorified camry with all wheel drive. Did some shopping and found it at another Toyota dealer for more than 100 dollars cheaper. They call and ask why do you think you need brakes while it on their lift. Your brakes are 80% or better. So then in between the brake debacle. I was looking for a used car to replace my old SUV. I found 2 that I liked but only had time to look at one. The sales man who was nice went out to bring the car over to the front door discovered that the car would not start. Embarrasing but then he says "I do not know why it doesn't start. The battery is new." At this point I walk over to the car with the hood up and I find corroded terminals that never have seen a battery terminal brush let alone a mechanic and the kicker. That "new" battery was a pepboys prostart from November of 2012. That is when we walked and continued with our day. After I left we received a call from the sales manager and was told they had another car in the back a year older with alleged lower mileage that went through the shop. My question is why was it not out front if it had gone through the shop. Also when called to task about the brakes and my inconvenience they wanted me to bring the car back to them to measure the brakes again. I thought I could trust these people but as usual with the rest of business today. Customer service, Honesty and Integrity are non-existent again in 2015. I used this dealer because they were convenient but apparently that was a mistake. I want my wife to be safe. Now I have to live with the fear that she might not be.

Review: My husband and I made an online inquiry for [redacted] on Sunday, April 6, 2014. On Monday morning, April 7, 2014, [redacted] in the Sloane Auto Group Internet sales office, contacted my husband via phone and email. She invited him to come in and look at the below stated vehicle (this came directly from her email to me.) My husband spoke to [redacted] 3 times within 1 hour and informed her that I would be arriving to the dealership to meet her. I then called **. [redacted], confirming that I was leaving work, which was approximately 1 hour away. She stated that if she was not there, ask for [redacted]. What **. [redacted] failed to disclose is that she would NOT be there anyway, because she was in the internet slew office, located in [redacted]. She is never in [redacted]! I repeated the vehicle information from the email that she had sent, and she verified EVERYTHING.

When I arrived at [redacted] about 12:05 pm, I asked for [redacted]. [redacted] stated that she was not there. I asked for [redacted], no [redacted]! [redacted] stated that he would help me. I presented all my information, and he found our inquiry on the computer. he then stated that he could not find the vehicle. When I pressed him on that remark, [redacted] stated that the vehicle was sold! I stated that he was not telling the truth, because the vehicle was not sold and reiterated my conversation with [redacted], roughly an hour before my arrival. I made a point to mention that if the car was sold, then the person who purchased the car would still be in the dealership finalizing paperwork; where was the person? When he could not keep up with that lie, he stated that [redacted] used the wrong stock number, that the stock number belonged to another vehicle! That was also a lie, because the VIN# on the Promise Agreement matched the vehicle!

With my husband on the speakerphone, I demanded that he call [redacted]. [redacted] fumbled for a minute then got her on the line. He had a 'phony' conversation with her, telling her that the [redacted] was a $40,000 vehicle! He then hung up the phone and blamed the entire 'misunderstanding' on [redacted], BUT reassuring me that he had several [redacted] that were ONLY $32,000 or $37,000. What?! I informed him that I was completely aware of his 'Bait & Tackle' scheme, and he would hear of my complaint. I walked out. My husband Called [redacted], and her supervisor apologized for the 'misunderstanding'.

This is the information from the email that I received:

Stock Number * Model 2013 [redacted]

Vin Number [redacted] Price Promise $ 25,378.24

Current Rebate(s) $3,100.00

Final Pricing *$22,278.24Desired Settlement: I wanted the EXACT 2013 [redacted] Limited with ZERO miles and leather interior, that was promised in writing.

Business

Response:

In reference to the customer, it is never the dealerships intention to mislead anyone. Unfortunately in this case, the internet rep mistakenly transposed the numbers. The vehicle the customer requested a quote on was a 40,685.00 dollar vehicle. Unfortunately we can not sell a 40,6085.00 dollar for 22,278.24. It was an honest mistake and never an intention to mislead anyone.

If the customer is interested, I would be happy to meet with them and show them exactly what we can do for them. We will be happy to sell them a vehicle at dealer our dealer cost less and incentives that may be available.

I can be reached at [redacted]

Regards,

Sales Director

Sloane Automotive Group

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: On March 12, my mother and I went to your Sloane dealership in [redacted] which recently relocated from [redacted], PA seeking a 2013 or 2014 [redacted]. I was met at the door by [redacted]. He and [redacted] told me they didn’t have any 2013 [redacted]’s and brought out a 2014.5 for me to take a look at and test drive. We went inside to discuss further. [redacted] joined [redacted] and me because [redacted] was a new employee. I negotiated a deal for the 2014.5 [redacted] which was accepted at $19,050, a price I located on [redacted].com. We walked back outside to look at the car again. While [redacted] and I was looking at the car, Ed came out to inform me that someone placed a deposit on that specific car and he brought out another. He told [redacted] to return the original car to the lot. I could see that [redacted] looked a little confused but I didn’t question it. We went inside and spoke to my insurance company and got the paperwork going. I informed ** and [redacted] that I had to leave the car and pick it up later. ** told me he didn’t have space to store the car because he was expecting a huge shipment of cars. He offered to have someone drive the car to my home that evening. I told him that it was not possible because I had to go [redacted] Hospital to see my sister. He asked if I could pick it up the following day. I agreed.

It was now time to sign the paperwork. I met with [redacted], the finance guy. I looked at the paperwork and told him this was not the deal I negotiated. Tom assured me it was, ** appeared from nowhere to get paperwork from [redacted]’s file cabinet with [redacted] hovering outside the office. After some convincing from [redacted] that the deal was accurate, it was 8:30 pm and I was tired, I said - - ok, maybe I just read it wrong. My mother and I had been at the dealership for 5 hours. It was now 8:45 PM. [redacted] was trying to sell me on more items but I told him I had to go, my mother is a diabetic and had not eaten since lunch. I signed and left. The closer I got to home the more uneasy I felt - - something wasn’t right. My mother and I went over the bill of sale only to learn I negotiated a 2014.5 yet was sold a 2014. The cars were switched.

The next day, [redacted] left a message for me via my cell phone letting me know my car was ready for me to pick up that day. I called him back and asked why I was sold a 2014 when we negotiated a 2014.5. He immediately said it was a miscommunication - - no hesitation. I asked what the difference was between a 2014.5 and a 2014 [redacted]. He told me the windshield. I told [redacted] I discussed this with my family and we all felt that what he and ** did was unethical. I asked if they had additional 2014.5’s in black. He told me no, the dealership didn’t have additional black 2014.5 cars. He told me he would speak to the manager about the switching of the cars and get back to me.

[redacted] got back to me the same day. He asked me to come in and speak to ** and him about the switch. I told him ok and returned to the dealership on Saturday, March 15, with my family. [redacted] greeted me and invited my family and me to sit down to speak with him. He invited ** to join us. Ed pulled out a dealership binder and showed me the [redacted] system of rebates which was featured on colored paper. He showed me that for the 2014.5 a rebate of only $1000 was possible where he was going for $2000. He further added that he was unable to offer me the deal negotiated for the 2014.5. He would not have made money on the deal.

I asked **, with [redacted] present, what is the difference between the two cars. He told me that the 2014 [redacted] LE and 2014.5 are exactly the same car except for the windshield. He repeated this 3 times to me and my family looking me straight in the eye. My cousin said if that was the case, why would you switch out a car for a windshield and why was the consumer not informed that the deal could not be done at the time vs. switching the cars without consumer knowledge. He said he would not have made money on the deal and was relying on [redacted] to tell me but [redacted] is new. He said this was a miscommunication and not a bait and switch. Keep in mind, the bait and switch wording was used by ** - not me or my family.

As a result, he offered me mats and free gas. I told him car maintenance products would be better than the gas. He told me there was no one on site available to open the merchandise section of the dealership on a Saturday so I had to come back for it. My cousin asked him to have it delivered to me since they acknowledged this was their error. He told me he could not ship chemicals through the mail, didn’t have a delivery service and had to order the mats. He said [redacted] would call me when everything was ready. By this time, ** was irritated, got up and left. [redacted] put my information in the back of a notebook. [redacted] looked very nervous. Two weeks went by and there was no follow up. I called [redacted] to check the status. [redacted] told me the mats just arrived. I told him that since this was their error, I should not have to drive back to the dealership to pick these items up. He told me he would find a way to get them to me. He said it was important to him that I have them.

Since I received no response from ** or [redacted] concerning what was offered to me, I contacted [redacted] Customer Service to share my experience and request a follow up call from [redacted]’s manager. After a week of no response, I called the customer service line again. They told me the file was closed because ** told his manager he discussed the sale with me prior to signing paperwork and all was resolved which is untrue. After listening to my experience, the customer service agent called the dealership and got [redacted] on the line. I explained the situation to [redacted] and he said mats are on site and did not have to be ordered, he explained that ** should have checked with your other dealerships for the type of car I wanted, he told me that car maintenance products were not an issue and he also offered a free year of service. I asked him about the difference between the cars. He also explained that the difference between the two cars was more significant than a windshield. I pointed out the differences which I learned after the sale which he agreed was accurate. I told him the free year of service would be nice but I am uncomfortable returning to that dealership. He told me that I could get the service at any dealership. He said he didn’t know why ** would tell me these things. Ed was a 15 year employee who has won president’s awards. I informed [redacted] that ** hasn’t acted very presidential, in my opinion, and needs to be held accountable. He told me he’d talk to ** and call me back. He also added that I should think about what would make me happy by the next phone call. That was on Thursday, April 3. On Monday, April 7, [redacted] contacted me stating the products, mats and paperwork for the service would be delivered and asked for a time to drop it off at my home. I have kept all voicemails from the dealership. I told him I’d be home on Saturday, April 12, from 9 AM – 12 PM.

[redacted], the delivery person (Asian gentleman wear mechanic clothing), arrived on Saturday, April 12, at 1:30 PM with mats, car oil, window cleaner and 2 yellow cloths in a box smaller than a shoe box. I asked about the free service paperwork. He told me that no one told him about the paperwork. I thanked him and asked him to take the items back. He called [redacted] and **. One of them called him back. [redacted] asked about the paperwork. While they were talking to [redacted], [redacted] handed the phone to me. I heard “No, no, no… walk away from her” to which I replied – too late, he can’t walk away and I heard all of the instructions you provided to him. There was silence on the other end. I calmly told them that I gave you the full payment in one lump sum, not partials, the Monday after I purchased the car. I expect what you offered me in one delivery - not in partial deliveries. I handed the phone back to [redacted] who proceeded down the walkway to finish the conversation. When he hung up, he walked toward me telling me [redacted] would call me later that day. [redacted] kept apologizing, said he was from Delaware and was not told anything other than to bring the box and mats to me.

I have voicemails from [redacted] confirming that they would have the mats, merchandise and 1 year of free service delivered to me. I have yet to receive a call nor any part of what was offered to me in correct the miscommunication.Desired Settlement: On April 14, 2014, I forwarded the above account to [redacted], owner of [redacted] Automotive Group via 2 day mail through the post office. Someone from the [redacted] dealership called on me on April 17 at 6:06 PM but dd not leave a message. I called [redacted] on Friday, April 18 at 5:13 pm for an update and have not receive a follow up call. I would like for [redacted] of [redacted] / [redacted] to deliver what they offered to me - all weather mats, car maintenance products and 1 year of free service due to the "miscommunication" on their part.

Business

Response:

Good Afternoon,

In reference to **. [redacted]'s complaint, I tried to call **. [redacted] on the number supplied and it went to voice mail with a message that her mailbox was full and could not accept any messages. That being said I would like to talk to **. [redacted] to make sure she receives everything that was promised.

I can be reached via email at [redacted] or my cell phone number is [redacted]. Please have **. [redacted] contact me at her convenience and I will take care of it.

Regards,

Sales Director

Sloane Automotive Group

Review: There is more to this story but, I will start here: In July 2012, I purchased a brand new [redacted]. After settling on the make/model of the car and was told I was approved for financing, I was then escorted into the office of the Finance Manager Ron, to review and sign paperwork which pertained to the purchase of the 2012 [redacted]. While in his office he bought up a [redacted] maintenance plan and initially I showed no interest, but then allowed him to go over the plan with me. He then turned his computer monitor screen around in my direction so I could see what appeared to be a Power Point presentation while he narrated some selling points that he felt would benefit me. I decided to get the plan and completed the review and signing of the paperwork which pertained to the trade-in ([redacted])/purchase ([redacted]). Later that evening, while reviewing the paperwork I realized there was no paperwork (manual/brochure) regarding the maintenance plan. I placed a call to the dealership and spoke to Don who told me to talk to Ron the finance manager. I stated to Ron that I didn’t have any paperwork or brochure detailing the extended maintenance/warranty plan and needed it so I could review (to make sure what I was told about the plan was actually true) and also know what to do if there is a problem. Ron told me that it covers everything and just call if I run into a problem and assured me Sloane would take care of me.

A few months ago, as I was driving, my windshield was nicked by a tiny rock. I initially called my insurance company to go over my policy and was told my deductible was $250. That same day, I was at work telling a co-worker who also has a ([redacted]) and she mentioned that she purchased an extended warranty from [redacted] that covers stuff like that. I told her that I did and that I forgot all about it. About an hour or so later, while still at work I called the Finance manager (just 1 of many calls that day and thereafter) to inform them that I have a nick in my windshield. I left messages with the receptionist and voicemail messages with the Finance Manager, but none of my calls were returned. After 2-3 weeks of trying, I finally got a Finance Manager on the phone. I explained to him what was going on with my windshield. He then asked for my name and told me I would have to pick-up the plan information (which I did). By the time I finally spoke to the Finance manager my nick had already spread. Once I picked of the extended maintenance plan brochure, it was then that I realized that the maintenance plan required that I call another company who handles the glass repairs. WASTED TIME. To make a long story short: My windshield needs to be replaced because that nick then spread across my entire windshield. Had I been provided with the documentation that I SHOULD HAVE BEEN GIVEN when I purchased my vehicle or even WHEN I REQUESTED IT BACK IN 2012 IMMEDIATELY AFTTER I PURCHASED IT, my windshield could have been repaired.

When I purchase a product from a company/supplier and they INTENTIONALLY WITHHOLD DOCUMENTATION PERTAINING TO A PURCHASE I consider that to be deceptive business practice. You not only withheld the documentation, you also took away my option to cancel it and get a refund (In August 2014 Tom and Ron at Sloane told me that I cannot get my money back per the warranty). Maybe if they would have given me the requested information I would have known all that. I was told this extended maintenance plan was something offered by [redacted] when in reality THE PLAN ISN’T WITH [redacted] (but another company) AND RON SHOULDN’T HAVE PRESENTED IT LIKE IT WAS! Had I been given the papers that SHOULD HAVE BEEN GIVEN TO ME AT THE POINT OF SALE OR WHEN I CALLED AND REQUESTED THEM, I would have canceled it. I couldn’t cancel though because I didn’t have the information to do so; It was intentionally withheld by the dealership!Desired Settlement: I want my money back for the plan (plus taxes) that is of no use to me now since I have to pay not only for my windshield, but tires (damage due to nails) both of which were covered under the plan. Since I didn't have the information needed (and requested), I had no knowledge/details about how the coverage worked, what all was exactly covered and how to go about repairs.

Business

Response:

Spoke to the customer and aplogized for any confusion. Offered to perform the tire and winshield work at a discounted price as a goodwill gesture which the customer accepted.. Customer appreciated the folow up and is satisfied.Thanks.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: There was no discount. They wanted me to pay the dealership $300 for my windshield and $175 per tire. The crazy thing is Sloane isn't fixing my windshield they were going to subcontract it out to the same place that handles the warranty that I paid $1,500.00 for. Oh and the place repairing my windshield gave me a $300 quote also. The tires were the same price as my quotes. I never stated to anyone that I was satisfied.

Regards,

Business

Response:

Sorry for the confusion... we were under the impression the customer was satisifed with our offer. After further converstion we have agreed to cover the cost of the windshield replacement as a goodwill adjustment. We believe the customer is satisfied with this decision. Please let us know if there are any other questions or issues. Thanks

Consumer

Response:

[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.]

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,