Team Rahal Of Mechanicsburg, Inc.

05/21/Dear *** ***,I want to thank you for bringing this matter to our attention and for the work you do ensuring the satisfaction and fair treatment of consumers in Eastern PennsylvaniaWe at the *** Rahal Automotive Group work hard to provide each and every client
with an excellent customer service experience on each and every visitWe are disappointed to hear that *** has had such a negative experience and hope that by having this opportunity to respond to his concerns, we can provide everyone involved with a better understanding of the course of events and help clarify how he can have his concerns with his automobile resolved.*** outlines two different concerns in his complaint and I would like to address those individually.The first concern involves a mechanical failure of his vehicle:"I THEN WAS DIRECTED TO TAKE IT TO *** AND THEY REFUSED TO HONOR THE RECALL AND THE PARTS THAT CAUSED MY CAR TO BREAK DOWN"***' vehicle was towed to our facility on 05/01/*** was provided a loaner vehicle and we began work to address his stated concernsThe work requested to be completed was diagnosis for a Check Engine and VSC light resulting in a condition in which the vehicle would not startAdditionally arranged to be completed were three open Special Service Campaigns: Safety Recall ALE for which Owner Notification began in late August 2010, Safety Recall BLA for which Owner Notification began in early March and Safety Recall DLG for which Owner Notification began in Mid-October 2013.Since his vehicle would not start, it was pushed into our shop and diagnosis was started for the Check Engine and VSC light concernOur technician removed the valve cover to find that one intake valve for cylinder four was physically damaged as well as the valve stem and valve spring for the same cylinderWhile Safety Recall ALE involves replacement of the valve springs, it does not involve the replacement of any valves, valve stems or surrounding componentsI'm sure that you are aware that a Safety Recall is a very detailed repair procedure that outlines a list of parts and labor operationsAny deviation from the outlined repair procedure would require direct approval from the automobile manufacturerIn an effort to assist our client, ***, we contacted our District Representative from *** to seek guidance and hopefully approval for an out of warranty repair for the valve, valve stem and possibly the engine head (depending on the level of damage)Our representative from *** declined any out of warranty assistance for repairs and we were instructed not to perform Safety Recall ALE or Safety Recall DLG since the vehicle had other engine damage that would prevent the vehicle from running even after those Recall procedures were performed.We spoke with **, *** about the required repairs to his vehicle and to inform him that we had contacted our representative in an attempt to gain assistance with repair costs, but *** had declined any out of warranty coverage for repairsWe outlined the components we knew to be damaged that are outside of the Recall repair procedure and provided him estimates for said repairsWhile we were not told the reason that assistance was declined, it is our experience that out of warranty, or Goodwill, repairs are provided based in large part on vehicle mileage and *** Service History***' factory warranty expired on September 10th, or at 50,milesAt the time of service, ***' vehicle had 210,miles and had not been to a *** dealership since May 14, when the vehicle had 33,miles (according to *** National Service History)We suggested that *** speak with *** Customer Satisfaction to seek a resolution for his concernsThese conversations with *** occurred between Friday, May 2nd and Monday, May 5thWe offered to let *** remain in our loaner vehicle until Friday, May 9th so that he would have some form of transportation while he awaited a response from his call to *** Customer SatisfactionOn Friday, we contacted *** to find that *** Customer Satisfaction had also declined any out of warranty assistanceAt that time, we made arrangements for him to pick up his vehicle since he declined any repairs that were recommended.It is critical to note here that the discretion to perform, or not perform, a Safety Recall lies solely with the vehicle manufacturerWe were hoping, through our efforts in reaching out to our *** Representative, to garner some assistance for ***While as a company we cannot cover the entire cost of his repairs, nor would it be a wise business decision to do so, we did, as a goodwill gesture for his satisfaction, cover the cost of diagnosis in the amount of $(hours at $per hour) leaving *** with a bill of $I believe this demonstrates our desire for his satisfaction by doing what we could to help in some small way with an unfortunate and costly repairWe continue to hope for a resolution to his vehicle's mechanical failures, but at this point, this issue will have to be pursued through *** as we have exhausted our options in seeking assistance for repairs to his vehicle out of warranty.The second concern involves damage to his vehicle's windshield:"I WENT TO PICK UP MY CAR FROM THIS DEALERSHIP AND MY CAR HAS FRONT END DAMAGE FROM ROCKS AND SUCH FROM HIGHWAY DRIVING IT WAS THERE FOR REPAIRS WHICH THEY DIDNT HONOR THE RECALLS AS IM GETTING MY CAR FOR TOWING I SEE THIS FOOT CRACK GOING ACROSS MY WINDSHEILD"..."MY WINDOW WAS NOT CRACKED WHEN I LEFT THE CAR THERE"Part of our vehicle cheprocedure is to thoroughly document any existing damage to a vehicle dropped at our facility for repairsThis is especially important when a vehicle is towed inDuring our check in process we had noted numerous damaged locations on the vehicle, one being a crack in the windshieldSince the vehicle did not start and was pushed into and out of our shop, no test drive occurred and the opportunity for impact damage while here at our facility was non-existentWhen *** arrived to pick up his vehicle and brought the windshield damage to our attention, we pointed out both the damage on the windshield from stone impact which directly resulted in the crack in his windshield as well as our damage notation from when the vehicle arrived at our facility.I have attached for reference our work order showing damage notation with the client's personal and vehicle information removed.It is our desire to see a resolution to ***' concerns as it would be with any clientWe exhausted the channels available to us on our client's behalf even before we approached *** with repair informationWhen those attempts were declined we went so far as to provide *** a course of action to pursue with ***As a company that seeks to deliver top level customer service at every visit, we are disappointed that he was so dissatisfied after his most recent service experienceI hope this information will help to clarify this situation and we stand ready to answer any additional questions that you may have.Sincerely

[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]
 Complaint: [redacted]
I am rejecting this response because:
They are liars.. And they will not take responsibility for the recalled part that broke in the first place that destroyed my engine
Regards,
[redacted]

Review: MY CAR HAD SEVERAL RECALLS ON IT I JUST RECENTLY STARTED GETTING MAIL ON THE RECALL I GOT THE FIRST LETTER IN FEB AND THE SECOND AT THE END OF MARCH AND IT HAD TO DO WITH 3 PARTS VALVE SPRING , FEUL PRESSURE ACUATOR, VALVE VARIENT TIMMING THE WEEK AFTER I GOT MY 2ND RECALL LETTER MY CAR JUST STOPPED WORKING WHEN I FILLED IT WITH GAS, BUT 2 DAYS BEFORE THAT I WAS DRIVING THEN VSC, ENGINE , ABS LIGHTS ALL CAME ON AND I LOST POWER WITH NO ACCELERATION ,I TOOK IT TO [redacted] AND IT WAS DIAGNOSED AND I WAS TOLD I NEEDED THE RECALL ITEMS (3) REPLACED, I THEN WAS DIRECTED TO TAKE IT TO [redacted] AND THEY REFUSED TO HONOR THE RECALL AND THE PARTS THAT CAUSED MY CAR TO BREAK DOWN. THE RECALL PARTS WHICH THEY WONT REPLACE I WAS TOLD IT WAS OUT OF WARRANTY RECALL AND I HAD WAY TO MANY MILES AND THEY WONT ASSIST IN FIXING ,. SO I WAS TOLD I HAVE TO GET THE PARTS FIXED THAT WERE ON RECALL IN ORDER FOR THEM TO LOOK AT THE CAR I SPOKE TO CORPORATE [redacted] SHE ASKED [redacted] RAHAL IF THEY CAN ASSIST WITH GETTING MY CAR FIXED BECAUSE OF THE RECALL ITEMS AND THEY DECLINED INSTEAD I GOT A BILL FOR 5427.00 IF I WANTED IT FIXED. AND THE SERVICE GUY [redacted] TOLD ME THE REASON THE CAR BROKE DOWN IS BECAUSE OF THE RECALL ITEMS AND HE WOULD LOVE TO FIX IT BUT HIS MANAGER SAID NO. SO [redacted] RAHAL [redacted] REFUSED TO HONOR THE RECALL AND I HAVE TO GET MY CAR FIXED IN ORDER FOR THEM TO LOOK AT IT. I WAS SENT A INVOICE THAT SAID [redacted] THE CORPORATE OFFICE DECLINED TO HELP BUT IT WAS THE ACTUAL DEALER THAT DECLINED TO REPLACE THE RECALLED PARTS THESE PEOPLE ARE LIARS AND THEY PAASED THE BUCK TO CORPORATE AND CORPORATE BASICALLY DID THE SAME SO NOW I HAVE TO PAY OUT OF POCKET TO GET MY CAR FIXED FOR RECALLED PARTS THAT CAUSE MY CAR TO BREAK DOWN IN THE FIRST PLACE.. AND WHAT IT COMES DOWN TO IS BEING THAT I NEVER BROUGHT MY CAR TO THEM BEFORE SO THEY WONT HONOR THE RECALL BECAUSE THEY CLAIM THEY DIDNT KNOW HOW THE HEALTH OF THE CAR WAS.. I HAD MY CAR DISGNOSED BY [redacted] AND WAS TOLD THE HEALTH OF THE CAR WAS FINE ... NO LEAKS/ NO DAMAGE TO THE HEAD CYLYNDER BUT I TAKE IT TO [redacted] AND I GET A BILL WHICH THE LABOR IS MORE THAN THE PARTS AND ALL THESES NEW THINGS ARE WRONG WITH MY CAR .. IM DISAPPOINTED AND FRUSTRATED THAT THIS COMPANY SCREWED ME THE WAY THEY DID AND WILL NOT HONOR THE RECALL LIST.

Also-

I WENT TO PICK UP MY CAR FROM THIS DEALERSHIP AND MY CAR HAS FRONT END DAMAGE FROM ROCKS AND SUCH FROM HIGHWAY DRIVING IT WAS THERE FOR REPAIRS WHICH THEY DIDNT HONOR THE RECALLS AS IM GETTING MY CAR FOR TOWING I SEE THIS 2 FOOT CRACK GOING ACROSS MY WINDSHEILD , WHEN I DROPPED MY CAR OFF THERE WAS NO CRACK IN MY WIND SHEILD I ASKED THE PEOPLE ABOUT IT BUT WAS TOLD ALL THE SERVICE TECHS WENT HOME , WHEN I BROUGHT MY CAR THERE THERE WAS ONLY DAMAGE TO THE FRONT AND REAR PASSANGER DOOR AND THE PASSENGER SIDE SKIRT AREA. I THEN ASKED THE CUSTOMER SERVICE GUY TO GET ME SOME ONE WHO COULD HELP I WAS A UNPROFESSIONAL SALES PERSON WHO TOLD ME MY CRACK WAS CAUSED BY THE SUN..THEN HE WENT GOT MY SERVICE REPORT AND IT WAS STATED THE CRACK WAS THERE WHEN THEY GOT TO IT ..MY WINDOW WAS NOT CRACKED WHEN I LEFT THE CAR THERE AND THEY DID NOT HAVE THE COMMON COURTESY TO EVEN CALL ME AND LET ME KNOW THIS HAS TO THE WORST UNPROFESSIONAL DEALER I HAVE EVER DEALT WITH THEY HAVE NO RESPECT FOR ANY ONE OR THIER PROPERTY.Desired Settlement: I WANT THIS COMPANY TO HONOR THE RECALL AND FIX MY CAR BUT I FEEL THEY WILL LIE AND MAKE UP MORE STUFF ABOUT MY CAR.. OTHER THAN ITS HIGH MILAGE.

Also -

REPLACE MY WINDSHEILD OR PAY ME FOR IT

Business

Response:

05/21/2014Dear [redacted],I want to thank you for bringing this matter to our attention and for the work you do ensuring the satisfaction and fair treatment of consumers in Eastern Pennsylvania. We at the [redacted] Rahal Automotive Group work hard to provide each and every client with an excellent customer service experience on each and every visit. We are disappointed to hear that **. [redacted] has had such a negative experience and hope that by having this opportunity to respond to his concerns, we can provide everyone involved with a better understanding of the course of events and help clarify how he can have his concerns with his automobile resolved.**. [redacted] outlines two different concerns in his complaint and I would like to address those individually.The first concern involves a mechanical failure of his vehicle:"I THEN WAS DIRECTED TO TAKE IT TO [redacted] AND THEY REFUSED TO HONOR THE RECALL AND THE PARTS THAT CAUSED MY CAR TO BREAK DOWN"**. [redacted]' vehicle was towed to our facility on 05/01/2014. **. [redacted] was provided a loaner vehicle and we began work to address his stated concerns. The work requested to be completed was diagnosis for a Check Engine and VSC light resulting in a condition in which the vehicle would not start. Additionally arranged to be completed were three open Special Service Campaigns: Safety Recall ALE for which Owner Notification began in late August 2010, Safety Recall BLA for which Owner Notification began in early March 2011 and Safety Recall DLG for which Owner Notification began in Mid-October 2013.Since his vehicle would not start, it was pushed into our shop and diagnosis was started for the Check Engine and VSC light concern. Our technician removed the valve cover to find that one intake valve for cylinder four was physically damaged as well as the valve stem and valve spring for the same cylinder. While Safety Recall ALE involves replacement of the valve springs, it does not involve the replacement of any valves, valve stems or surrounding components. I'm sure that you are aware that a Safety Recall is a very detailed repair procedure that outlines a list of parts and labor operations. Any deviation from the outlined repair procedure would require direct approval from the automobile manufacturer. In an effort to assist our client, **. [redacted], we contacted our District Representative from [redacted] to seek guidance and hopefully approval for an out of warranty repair for the valve, valve stem and possibly the engine head (depending on the level of damage). Our representative from [redacted] declined any out of warranty assistance for repairs and we were instructed not to perform Safety Recall ALE or Safety Recall DLG since the vehicle had other engine damage that would prevent the vehicle from running even after those Recall procedures were performed.We spoke with **, [redacted] about the required repairs to his vehicle and to inform him that we had contacted our representative in an attempt to gain assistance with repair costs, but [redacted] had declined any out of warranty coverage for repairs. We outlined the components we knew to be damaged that are outside of the Recall repair procedure and provided him estimates for said repairs. While we were not told the reason that assistance was declined, it is our experience that out of warranty, or Goodwill, repairs are provided based in large part on vehicle mileage and [redacted] Service History. **. [redacted]' factory warranty expired on September 10th, 2011 or at 50,000 miles. At the time of service, **. [redacted]' vehicle had 210,670 miles and had not been to a [redacted] dealership since May 14, 2009 when the vehicle had 33,411 miles (according to [redacted] National Service History). We suggested that **. [redacted] speak with [redacted] Customer Satisfaction to seek a resolution for his concerns. These conversations with **. [redacted] occurred between Friday, May 2nd and Monday, May 5th. We offered to let **. [redacted] remain in our loaner vehicle until Friday, May 9th so that he would have some form of transportation while he awaited a response from his call to [redacted] Customer Satisfaction. On Friday, we contacted **. [redacted] to find that [redacted] Customer Satisfaction had also declined any out of warranty assistance. At that time, we made arrangements for him to pick up his vehicle since he declined any repairs that were recommended.It is critical to note here that the discretion to perform, or not perform, a Safety Recall lies solely with the vehicle manufacturer. We were hoping, through our efforts in reaching out to our [redacted] Representative, to garner some assistance for **. [redacted]. While as a company we cannot cover the entire cost of his repairs, nor would it be a wise business decision to do so, we did, as a goodwill gesture for his satisfaction, cover the cost of diagnosis in the amount of $330.00 (3.0 hours at $110.00 per hour) leaving **. [redacted] with a bill of $0. I believe this demonstrates our desire for his satisfaction by doing what we could to help in some small way with an unfortunate and costly repair. We continue to hope for a resolution to his vehicle's mechanical failures, but at this point, this issue will have to be pursued through [redacted] as we have exhausted our options in seeking assistance for repairs to his vehicle out of warranty.The second concern involves damage to his vehicle's windshield:"I WENT TO PICK UP MY CAR FROM THIS DEALERSHIP AND MY CAR HAS FRONT END DAMAGE FROM ROCKS AND SUCH FROM HIGHWAY DRIVING IT WAS THERE FOR REPAIRS WHICH THEY DIDNT HONOR THE RECALLS AS IM GETTING MY CAR FOR TOWING I SEE THIS 2 FOOT CRACK GOING ACROSS MY WINDSHEILD"..."MY WINDOW WAS NOT CRACKED WHEN I LEFT THE CAR THERE"Part of our vehicle check-in procedure is to thoroughly document any existing damage to a vehicle dropped at our facility for repairs. This is especially important when a vehicle is towed in. During our check in process we had noted numerous damaged locations on the vehicle, one being a crack in the windshield. Since the vehicle did not start and was pushed into and out of our shop, no test drive occurred and the opportunity for impact damage while here at our facility was non-existent. When **. [redacted] arrived to pick up his vehicle and brought the windshield damage to our attention, we pointed out both the damage on the windshield from stone impact which directly resulted in the crack in his windshield as well as our damage notation from when the vehicle arrived at our facility.I have attached for reference our work order showing damage notation with the client's personal and vehicle information removed.It is our desire to see a resolution to **. [redacted]' concerns as it would be with any client. We exhausted the channels available to us on our client's behalf even before we approached **. [redacted] with repair information. When those attempts were declined we went so far as to provide **. [redacted] a course of action to pursue with [redacted]. As a company that seeks to deliver top level customer service at every visit, we are disappointed that he was so dissatisfied after his most recent service experience. I hope this information will help to clarify this situation and we stand ready to answer any additional questions that you may have.Sincerely

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:

They are liars.. And they will not take responsibility for the recalled part that broke in the first place that destroyed my engine

Regards,