St. Johnsbury Automobile Company, LLC

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] That's not a truthful response from the dealershipWhat they said was "The way this ad is written forces us to sell our trucks at or below cost which means that we can only allow auction value for trade insWhat this competitive industry has made become the "norm" is to sell from MSRP, discount the rebates and then use profit to show customers close to [redacted] or [redacted] average tradeThere are no rust bubbles on my car and bringing it was never discussedLow ball offer was presented as a take it or leave it offer not come in and lets get a better idea of the real value of the carIn years I've never been to the Revdex.com with an issue but I truly felt wronged by StJThey should give me a fair value for my trade and honor the advertised discount Regards, [redacted] ***

We have contacted the customer and have set a appointment with him to come in Saturday 2/at 8:am Thank you

Responding to this customer's complaint. This vehicle was listed online for $12,000. The customer took the vehicle over the weekend because he said he was a mechanic and wanted to look over the vehicle to see what it needs to pass state inspection. When he came back in on Monday he negotiated... the vehicle down to paying $10,000 because of the work it needed. We sold the vehicle 100% as is and he signed all of the documentation pertaining to that It is our company policy and when I attended a mediation a few years ago in the state of Vermont the mediator stated to me that if our dealership sells a vehicle "as is" the state inspection sticker needs to be removed. The customer received a $2,000 discount on the vehicle for the repairs that it needed.If you have any further questions please do not hesitate to contact me.Thank you, [redacted] General ManagerSaint Johnsbury [redacted] ***###-###-####

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
The response from StJAuto shows a lack of knowledge for the details (vacuum leak, gas leak, kinked fuel line, etc.) and skews the facts to support their unprofessional and unsatisfactory work. I had recently replaced all of the brake lines and the brake lines were free of rust. Only the fuel lines exhibited rust which was THE ONLY PROBLEM until they worked on it, but it was easier for them to do the job wrong than to do it right. The vehicle is well maintained and in otherwise excellent condition. If they stood behind their warranty and customer satisfaction claims, I would not have been compelled to file this complaint. Furthermore, if their performed their work correctly, I would not have to incur the additional work and cost necessary to correct their shoddy work. My pending photographs of their horrid work and the reclaimed "components" that were used to fabricate a "back-yard mechanic's solution" to the fix will provide clear and undisputable evidence of this claim Again, if their work was such as they claim, I would not have a kinked fuel line, a leaking gas line fitting and a displaced vacuum canister line causing the vacuum leak that they created during installation of the fuel lines to the throttle-body intake. Likewise, I would not otherwise have to incur a total rework and cost to correct their poor and unsatisfactory work. Their response to this claim is a further example of that which I experienced "first hand" when/where they refused to honor their warranty and correct the deficiencies caused by their work. I do not expect the management personnel at this dealership to stand behind their work nor do I expect them to "own-up" to their poor performance as evidenced in their refusal to accept responsibility for what is clearly the result of their poor work and ethics
Regards,
*** ***

To whom this may concern,This is in response to complaint # ***This customer purchased a vehicle from Saint Johnsbury Buick GMCThis vehicle went through our shop and was inspected by my shop foremanThe customer called after driving the vehicle 1,miles stating she had a noise in the
right rear of her vehicle coming from the brakesShe brought the vehicle to *** in *** VTThey inspected the vehicle and said the rear brakes were badThis customer contacted the DMV and stated we inspected a vehicle that should not have been inspectedThe DMV called me and asked that I look at the vehicle and report back to them my findingsI called the customer and asked if we could tow the vehicle inShe said that we could but she did not want me to pick up the vehicle until the next morningI sent a wrecker miles to pick up the vehicle to find no keysI called the customer for the keys and she said she would mail them to meI received the keys days laterWhen the vehicle arrived here the DMV came out to inspect the vehicle and stated that it does not appear that we did anything wrong with inspecting this vehicleThe right rear caliper had failed and caused the right rear inboard brake pad to wearThis is a unforeseen issueCalipers pins can stick causing this issueI called the customer to let her know what we had found and I was not able to get to talkShe stated she had a month 3,mile warrantyThis warranty is for powertrain onlyIn good faith I was going to offer to pay half the repair cost but I was not able to get that far because I was hung up onI have a $wrecker bill and diagnostic time on the vehicleThe customer has since taking the vehicle from my lotPlease let me know if I can be of any further help,*** *** General Manager Saint Johnsbury Buick GMC ***

I am writing in response to Mr***s concernsMr*** did not have a scheduled appointment when he asked to have his Chevrolet Suburban with 181,miles worked on for a fuel concern. One of my service advisors squeezed him inHe had requested to have OEM parts installed but
because of the year GM does not produce those anymoreWe could have tried to locate a set but this would have taken more time to have them shipped and he said he needed his vehicle asapThe technician *** talked to Mr*** extensively about what he would need to do stating that he would have to fabricate lines and fittings to perform the work Mr*** wanted doneYes, *** had to be taken off of the job a couple of times because we did have customers that did have scheduled appointments and needed to satisfy their requests*** started fabricating the fuel lines and once into the job he noticed a hole in the frame and told Mr*** that this vehicle was not safe and suggested that Mr*** have us stop and not put any more money into the vehicleMr*** insisted that his vehicle was fine and to proceed with the fuel linesMr*** stated that we left the old fuel linesThat is trueWe left them not to save time but fuel and brake lines run together and with this vehicle being so severely rusted the technician did not want to disturb that area in any way because if he did there was a high likelihood that the brake lines would then leakMr*** was very dissatisfied with the work that we performedHe was with the technician a lot of the time knowing exactly the work we had to perform with the condition of the vehicleMy technician had hours into trying to fabricate brake lines and installing them without disturbing anything else in the vehicleWe charged Mr*** for hoursThat is a $discountThe technician performing the work on this vehicle has been a technician for + years and has been at my store for over yearsHe is very competent and capable of working on any vehicle but was very skeptical about this one because of the condition and made the customer aware of his thoughtsWhen Mr*** came in the next day he was very irritable with my staff and was arguing with them in front of customersI asked him to kindly leave if he was going to be talking this way.I do not feel that we owe Mr*** anything back for the work that he requested we performWe did the absolute best we could with what we were dealing withPlease feel free to contact me with any questions you may have,*** *** General ManagerSaint Johnsbury Buick GMC***

At St Johnsbury Chrysler Dodge Jeep Ram we take pride in handling every transaction morally and ethically soundWe can only take into consideration any information that the customer provides to us at the time they purchase the vehicle, and only what is signed for on the applicationUpon reviewing
our documents we found everything to be consistent between the customer, dealership, and bank regarding what was stated on the application, and signed for accordingly by the customerWhile we understand that this vehicle purchase has created a financial hardship for the customer we have demonstrated that everything was conveyed accurately from customer, to dealer, to financing companyWe also invited the customer and whoever she sought to use as an adviser back in to the building to review the sale documents with usThe customer did meet with us an found everything to be signed for and matching what was submitted to the bank. At this point we are confident all necessary steps were taken to review our internal policies and procedures and confirm this transaction was completed with integrity

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. While I appreciate the gesture, I cannot accept the offer of $40 as it falls notably short of the amount required to render the vehicle inspectable within the next week as required by state law. It is not the cost of the inspection that I cannot afford at this time, it is the cost of the repairs needed to pass the inspection. The items that need to be addressed for state inspection will cost over $800. Again I would like to remind you that these repairs would not be necessary until August 2015 had your dealership not removed the valid sticker that was on the vehicle when I agreed to purchase it. By removing the inspection sticker, this vehicle is essentially useless to me until I can afford the repairs to have it pass state inspected. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
The St. J. Auto business response is much like their work, very unprofessional, inadequate, not customer focused and is an example that they do not take responsibility for their poor work nor their expressed warranty of 12 months or 12,000 miles.  The did not address the facts regarding to the kinked fuel line, the leaking gas fitting or the vacuum leak that is most likely due to the canister vacuum line that they disturbed during their work.   Upon securing the proper lines and having the repair work performed to restore the vehicle to a safe operating condition following their shoddy work, I intend to take photographs depicting my description of their poor work and will also make their hodgepodge patchwork quilt of non-standard part available upon request.  The business request is representative of their business practices as relates to my dissatisfaction with their services.
Regards,
[redacted]

We have contacted the customer and have set a appointment with him to come in Saturday 2/13 at 8:30 am.  Thank you

Our dealership does offer a 12 month or 12,000 mile warranty on repairs that we perform. My technician inspected this vehicle the next day for Mr. [redacted]s concerns. The fuel line in question is not restricting any fuel flow. There is no leak at the fitting in question. My technician did hear a slight vacuum leak and did tell the customer that it appeared to be coming from an area towards the front of the vehicle. We did not diagnose the concern any further because the repair we performed was not near any vacuum lines.  As I stated in my last response we performed a repair that the customer requested. We gave Mr. [redacted] a vehicle to drive to do some errands. He came back and then was in the shop on and off for the remainder of the repair, visually seeing what the technician was doing. The customer was made aware on more then one occasion that this is not the type of work we are accustomed to performing, but he insisted we fabricate the lines as he said he needed his vehicle as soon as possible. If we had been able to remove the existing fuel lines and fabricate the lines into where they should lie, the workmanship would have looked cleaner. As I stated before, if we were to remove the existing lines it would have been a very good possibility with the amount of scale on the brake lines that they would have leaked and then we would have been replacing those also.I feel our service department and technician did everything they could to get Mr. [redacted] up and running with no appointment and with the  full schedule we had during this busy season.Thank You,[redacted]General ManagerSaint Johnsbury Buick GMC[redacted]

Revdex.com,I will offer the pay the $40 state inspection fee after any repairs are performed.Thank you,[redacted]General Manager Saint Johnsbury [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
That's not a truthful response from the dealership. What they said was "The way this ad is written forces us to sell our trucks at or below cost which means that we can only allow auction value for trade ins. What this competitive industry has made become the "norm" is to sell from MSRP, discount the rebates and then use profit to show customers close to [redacted] or [redacted] average trade. There are no rust bubbles on my car and bringing it was never discussed. Low ball offer was presented as a take it or leave it offer not come in and lets get a better idea of the real value of the car. In 40 years I've never been to the Revdex.com with an issue but I truly felt wronged by StJ. They should give me a fair value for my trade and honor the advertised discount.  
Regards,
[redacted]

Responding to this customer's complaint. This vehicle was listed online for $12,000. The customer took the vehicle over the weekend because he said he was a mechanic and wanted to look over the vehicle to see what it needs to pass state inspection. When he came back in on Monday he negotiated...

the vehicle down to paying $10,000 because of the work it needed. We sold the vehicle 100% as is and he signed all of the documentation pertaining to that It is our company policy and when I attended a mediation a few years ago in the state of Vermont the mediator stated to me that if our dealership sells a vehicle "as is" the state inspection sticker needs to be removed. The customer received a $2,000 discount on the vehicle for the repairs that it needed.If you have any further questions please do not hesitate to contact me.Thank you,[redacted]General ManagerSaint Johnsbury [redacted]###-###-####

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.I agreed to take the vehicle home for the weekend at [redacted] suggestion, to show it to my wife, not to see what it needed to pass state inspection. I looked the vehicle over on a lift at your facility before taking it home and knew then what repairs it would need to pass Vermont state inspection in August, when the inspection sticker displayed on the vehicle at that time showed it was due. I do not dispute that the vehicle was sold as is. I do not dispute that I knew the vehicle would need repairs to pass Vermont state inspection. The term "as-is" includes all items on the vehicle when the price is negotiated including the inspection sticker. My dispute is the fact that you removed a part of the vehicle that had monetary value to me, after we had negotiated a price for the vehicle, without my knowledge or consent. 
Regards,
[redacted]

To whom it may concern, We would be more then willing to have the customer come in to the dealership to better assess their trade. My internet department tried to work this deal over the phone so the customer did not have to drive a hour and a half. The pictures that were sent to us were hard...

to see if there were deep scratches or not and it appears that there is some rust bubble on the passenger side of the car. We use a appraisal tool that is very specific to the market in this area. When appraising a vehicle over the phone we tend to be a bit on the light side until final inspection of the vehicle.  Again, I would be more then willing to have the customer in so we can see if we can better evaluate the trade. Thank you.