Stewart Auto Group

[redacted] brought her car in for a non running issue and said she was going to give this car to her son who would be driving in a few monthsStewart auto group technician installed a fuel pump at the customers requestThey told us that was what was wrong with the carAfter insulting pump and still not running we made several attempts to get diagnoses labor approved to get car runningFound that Rodent damage had damaged main fuse box and wiring harnessThe tech spent about hours going through complex wiring (attachment #2) to repair rodent damage, since he had quoted hrsdidn't charge customer for workwhen a car has this much damage would call for the harness to be replaced however the cost to do so would be in excess of the cars value, so the customer chose to repair the harness and replace with a used fuse box and ECMI wish that our customers knew what we went through to make them happy as our goal in business is to do just thatI understand the frustration when it comes to working in older carsOn August customer called in and said the fuel pump we had installed a year ago had went bad and wanted us to pay for the repair we told her the warranty was years for the new fuel pump and we would gladly replace it if that was the problem, since it is our warranty the work would have to be done herethank youDon Stewart Jr

First I cannot properly respond to the claim because the invoice or repair bill is under a different name and I cannot pull it up from our system so I will respond from the best of my recollectionI received a call the morning from a woman that sounded in dire need of helpI only had one mechanic on duty that morning but I felt for her an sent a mechanic to the location where her vehicle was broke down atHe diagnosed it as a broken belt causing the battery to failHe left her car, came back to get a battery charger, went back to her car again to start the vehicleWe replaced the belt and charged the battery during the processI charged her a diagfee of 39.99, tax, for the belt and labor to put the belt on the car which I believe totaled or soI cannot verify the bill or look at the invoice because as I states before I do not know the name the bill is underMost service centers charge a minimum of for a diagnosiswe charged her 39.99, I did not charge her to send the mechanic to her location eitherI did not charge her a fee to charge the batteryShe told me that she asked the mechanic how much it would cost to repair the belt and he stated around or soHe would not know how much it would cost, I was the one to ask since I was the service managerI think the charge is more than reasonableIf I know the name on the invoice, I can respond more in detailI do know that the job calls for hrs in labor and our labor rate is $per hourI called several places to see how much they would charge to change that belt on that car and the cheapest quote I received was That did not include taxThey would not send a mechanic to her aid alsoShe would be responsible to get the vehicle here.Rocco E [redacted]

I have and can send to you recorded messages from the dealership concerning this check being sent and the $that we would be receivingIt is an absolute lie that we were at the desk when the agent was calledThe calls at the agency are recordedThey are not in the office at the time that I arrived at the dealership At approximately 5:pm I arrived at the dealership and my husband arrived at 6:15pmThere was no call made with both of us thereYou can pull the phone records from the insurance company I would have NEVER written a check for the $if we were not getting it back to usI would have looked for a different car or somethingThis bothers me becasue our credit is now worse that it was becasue the check was not mailed in the time statedI can forward transcripts and the voice recordings of messages that were left

I am asking for some additional time due to the fact we investigating his allegationsI thank you in advance

Stewart Auto Group told the complainant that we needed to tear down the motor to find out exactly what the issue wasOnce the claim was approved the warranty company would pick up the cost He was also told that he was afforded a rental car, at the warranty company's cost for up to six days while his vehicle was being worked onHe declined to do soHe also talked to the warranty company who advised him to take the vehicle back to Stewart Auto Group for service (According to their records)He also declined to do soHe took it on his own to drive the truck for an additional 8000+ miles which in turn added to the motor issue. Rocco E***Office manger Stewart Auto Group

*** *** brought her car in for a non running issue and said she was going to give this car to her son who would be driving in a few monthsStewart auto group technician installed a fuel pump at the customers requestThey told us that was what was wrong with the carAfter
insulting pump and still not running we made several attempts to get diagnoses labor approved to get car runningFound that Rodent damage had damaged main fuse box and wiring harnessThe tech spent about hours going through complex wiring (attachment #2) to repair rodent damage, since he had quoted hrsdidn't charge customer for workwhen a car has this much damage would call for the harness to be replaced however the cost to do so would be in excess of the cars value, so the customer chose to repair the harness and replace with a used fuse box and ECMI wish that our customers knew what we went through to make them happy as our goal in business is to do just thatI understand the frustration when it comes to working in older cars. On August customer called in and said the fuel pump we had installed a year ago had went bad and wanted us to pay for the repair we told her the warranty was years for the new fuel pump and we would gladly replace it if that was the problem, since it is our warranty the work would have to be done herethank youDon Stewart Jr

[redacted] purchased a vehicle 11/19/2016 2003 Buick Rendezvous with 104208 miles on the vehicle. [redacted] purchased the vehicle for 4000 dollars plus tax and fees. [redacted] also purchased the vehicle 100 %  as is with no warranty. Stewart Auto Group has attached a copy of the car...

fax and the buyers guide with [redacted] signature acknowledging the vehicle is 100% as is with no warranty. Stewart Auto Group is now aware of a problem [redacted] is dealing with regarding her dash board cluster that is having issues. If [redacted] would like to visit our service dept to discover what the issues are and get a quote to repair the vehicle we would try to assist her as best we can by giving her a good price on any repairs.  [redacted] is upset and we understand that having a vehicle issues is always stressful however to make a statement that our company is taking advantage of elderly females is not true and very upsetting. We sold [redacted] a vehicle at a fair price that was in good running condition 1 year ago the vehicle is used and has 140,000 miles at a cost of 4000 you can expect to have repairs that are going to have to be made to any vehicle and we wish all are customers the best.

In response to the above mentioned complaint, Stewart Auto Group did in fact sell Mr. [redacted] a 2007 Ford F150 pickup truck. He also purchases a service warranty through [redacted]...

[redacted] with the vehicle. This was in February 14 of 2015. On June 1, 2015 he brought the vehicle in to Stewart Auto Group for service, complaining of a loud ticking noise and the truck “bogging down” at certain speeds. At that time SAG made a claim on his behalf with the Warranty Company. At this time the vehicle had 69.004 miles on the odometer. He was told by our mechanic that he would need to leave the vehicle and [redacted], if needed would pay for a rental vehicle for up to six days. He declined at this time to leave the vehicle. Mr. [redacted] called and talked with [redacted] on June 1, 2015 (according to their records) and was advised to take the vehicle back to Stewart auto Group for repair and diagnosis. He declined to do so and we did not hear from him until recently. After a review with the warranty company the claim was closed during the interim period because he did not bring the vehicle back to our facility.
Mr. [redacted] took the vehicle to another facility for repair and was told the same thing that Stewart Auto Group told him. A second claim was filed on his behalf to fix the motor but eventually was declined due to the fact he decided to drive the vehicle for 6814 miles after he was told it needed repair. In the complaint of Mr. [redacted], he states he drove the vehicle for several months and then decided to take it to a more reputable shop for repair. He also stated that he needed to drive the truck to get to his new job. Once again he was told by the Warranty Company that he needed to take it back to Stewart Auto Group for repair. This was on June 1, 2015. The repair order for Coughlin Ford is dated 8/17/15, two and one half months after the vehicle was first brought to Stewart.
At this time we do not feel a satisfactory solution can be offered.
Rocco E[redacted]
Office Manager
Stewart Auto Group

To whom it may concern;         On 5/11/2017 [redacted] purchased a 2016 [redacted] Forte due to them having totaled the [redacted] Focus they purchased from S[redacted] Auto group in August of 2016. They had a deficiency balance on the CPS loan that we agreed to include in...

the new Loan. Brad the sales person with the customer at the desk called the Insurance company to find out how much they would be receiving from them for sales tax on the total loss car. The Insurance company Stated $476.00 the customer wrote S[redacted] Auto Group a check for that amount and we held that check in anticipation of insurance check. (see copy of settlement breakdown date May 15 2017) After calling the customer several time Brad(salesperson) got in contact with [redacted] and he said it was ok to prosses check. At that time 6/22/2017 we deposited the check, and mailed the payoff check to CPS. CPS is refunding the customer 28.05 for overpayment.          As fare as the service related issue I was unaware of this problem but would be glad to look at it for them, the car is still under factory warranty. We are trying to get in touch with [redacted] and resolve any problems she may have they have been great customers for years and we strive to make them happy.Thank you,Don S[redacted] Auto Group of Pataskala

I am rejecting this response because: I feel that the company is liable for the repair in question do to the fact that I was never told that I shouldn't drive my truck and that if I did it would get worse and void my warranty. I was also never given copy of a work order from the company state what exactly was wrong with my truck, but I was told over the phone that it could be the cam phasers or it could be something else they weren't sure. They also told me that I could get a rental car through the warranty company so i asked the mechanic to check on the warranty company policy and he told me that they will pay for a rental but only for six days and I had to pay for it out of my own pocket then they would reimburse me, the mechanic also told me that it would take anywhere from ten to fourteen days to get my truck fixed so I chose not to get a rental car.

First I cannot properly respond to the claim because the invoice or repair bill is under a different name and I cannot pull it up from our system so I will respond from the best of my recollection. I received a call the morning from a woman that sounded in dire need of help. I only had one...

mechanic on duty that morning but I felt for her an sent a mechanic to the location where her vehicle was broke down at. He diagnosed it as a broken belt causing the battery to fail. He left her car, came back to get a battery charger, went back to her car again to start the vehicle. We replaced the belt and charged the battery during the process. I charged her a diag. fee of 39.99, tax,  for the belt and labor to put the belt on the car which I believe totaled 115 or so. I cannot verify the bill or look at the invoice because as I states before I do not know the name the bill is under. Most service centers charge a minimum of 79.99 for a diagnosis. we charged her 39.99, I did not charge her to send the mechanic to her location either. I did not charge her a fee to charge the battery. She told me that she asked the mechanic how much it would cost to repair the belt and he stated around 50.00 or so. He would not know how much it would cost, I was the one to ask since I was the service manager. I think the charge is more than reasonable. If I know the  name on the invoice, I can respond more in detail. I do know that the job calls for .7 hrs in labor and our labor rate is $89.99 per hour. I called several places to see how much they would charge to change that belt on that car and the cheapest quote I received was 119.00. That did not include tax. They would not send a mechanic to her aid also. She would be responsible to get the vehicle here.Rocco E[redacted]