Star Pre-Owned Automotive Inc

I apologize that [redacted] is not happy with not receiving a second key for her [redacted]. This is the last thing that we want our customers to be dissatisfied about. We did do our best to try and have the owner who traded the vehicle in give us the second key. I personally left several...

voice messages, texted and also emailed the pervious owner with no response. I fully understand the importance for needing a second key but we did not guarantee that we would be able to get that from the original owner. The We Owe form that [redacted] is referring to does state " Working on 2nd Key Situation". Since we are not a [redacted] Dealer we can't not issue a second key neither can a locksmith. The current owner must go directly to a [redacted] dealer to have the key issued and programmed by their service and parts department. Once again I do apologize. At this point in time since we never specifically stated that we would guarantee a second key Star would be willing split the cost of the second key.  The total cost for the sales department would then be a full and final settlement of $261.10. Thank you, CJ L[redacted]

As you can see in the original complaint that I placed, we were never told that there was not a second key until all papers were signed and the sale price was already final.  At that time the sales person, Anthony B[redacted], acted as though he thought there was a key somewhere else at one of their dealerships and was very vague about the location of the second key.  I was then told that not everyone takes as good care of there keys as I do. I was not feeling settled about his vague answers about the second key and was trusting that they would get to the bottom of it and get me a second key.  Obviously they worded the "We Owe" slip just so that it would satisfy me for a little but never hold them to actually getting me the second key.  I was aware of that when they wrote it that way but was still trusting they would follow through and satisfy the customer who just bought an expensive car from their dealership.  If we were aware that the second key was not in their possession we would have negotiated the price of the key into the purchase price.  Therefore, because we were never told about the lack of an expensive second key until all the papers were signed and the sale orice already settled upon, we are asking for the full price of the key $522.20.

Review: I bought a 2006 VW Passat from star on April 20, 2013. The car had the engine light on they said it was just the gas cap. I took it in to have it fix Tuesday 23, 2013 and did not get it back until Monday 29, 2013. They said the problem was fix. The light came back on since May 31st. Took it in they said it is not cover under their warranty. They sold us an extended warranty but they denied the claim. They said the extended warranty supersedes theirs therefore they are not going to fix the problem and they want me to pay $415.00 for the repairs. I have their warranty in which states. The dealer will pay 100% of the labor and 100% or the parts during the fist 90 days or 3,000 miles. I also protected under state law, " implied warranties". Furthermore, I have the pre-own certified document. They did not uphold their agreement to fix the problem. They said the car was in excellent conditions. They committed a fraud and deliberately deceived me.Desired Settlement: I would like to get the car fix and get a refund or they can have the car back.

Business

Response:

To whom it may concern, I would be more than happy to response to this complaint. I never received the initial email. I apologize . Can you please send me the original customer complain so we can address their concern. Maybe in the future we can also receive a hardcopy in the mail. Thank you, [redacted]

Business

Response:

To Whom it may concern, I did contact **. and [redacted]. [redacted] immediately after they expressed their concern with the second check engine light. I explained to them that the orginal check engine light in which we fixed had no relation to the second one. They were two completely different codes. I also email them a scanned copy of the orginal invoice explaining exactly what work was preform to fix the first concern. I also sent them the buyers guide which they signed, explaining that they purchased the vehicle with an extended warranty subsequently that it is "as is" from us and that the extended warranty that they purchased now supercedes any warranty that we put on the vehicle. I also offered them substaincial discount to repair the second check engine light that was unfortunately not covered by the warranty. Sincerely, [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]

I am rejecting this response because:I am going to state the facts. We bought a certified car and so far we had two check engine lights come on within thirty days of purchased. One check engine light was addressed the second one is not cover under the warranty they sold us and they want to charge us over four hundred dollars to fix it. The State of Pennsylvania has an imply law and we should be cover under that law. I acted in good faith and believed the car was in conditions.

Regards,