The GroundsMen

We have made contact with Ms [redacted] , she is dealing directly with Ron Y, our Service Director at MB of Palm Beach, she is checking her schedule for availabilityWhen she comes to the dealership, our team will drive with her and pull her radio to do whatever we can to identify the issue

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [Refer to invoice # [redacted] Service date 06/06/WHY DID YOU PUT NON SYNTHETIC OIL? KNOWING THAT MY VEHICLE TAKE SYNTHETIC OIL?] Thats my problem! Admit that you are wrong and compensate me for my lossI am going to take this issue to court and it is going to cost your guys more! Regards, [redacted] ***

Unfortunately, lending institutions do not respond to these types of requestsAs previously mentioned, we will have the dealership's General Manager work personally with you and your partner/spouse to find a great vehicle that fits your payment criteria

I have reviewed the response made by the business in reference to complaint ID , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Though I politely and professionally did acknowledge Mr [redacted] s' communications with me, I made it abundantly clear to him I was not bringing my vehicle back to EuroMotorcars (EVER) and he stated he understood my feelings Once I had my vehicle properly diagnosed at another authorized Mercedes dealership, and the repairs that Euro failed to complete properly were finally corrected at another MB dealership, I contacted Mr [redacted] , told him of the correct diagnosis and then politley requested that he reimburse me for the payment I made to Euro for the wood paneling (which he conceded was not repaired and that he would repay me for that repair request) and I then told he that his technician misdiagnosed the squealing of the brakesResultanlty, we argued about the brakes and he stated that I would have to talk to his attorney to be reimbursed for the /his service writier and his technicans wrong diagnosis of the squealing of the brakes and the subsequent correcting of the brakes at another MB dealership.This has been a horrible customer touch point in the MB customer serivce experience of service and repair as I as a customer moved through this dealership If Mr [redacted] or Charlie Harmel does not want to reimburse me for the money I paid for these repairs of which I recieved "substandard" repairs made to my vehicle, I am prepared for the Revdex.com to share my compliant with the media here in the DC area Other unsuspecting MB owners need to know what they are in store for when chosing EuroMotorcars for service needs; and customers need to know EuroMotorcars is not independant business but is apart of car group which in my opinion is deceiving It is unacceptabel to a MB dealeship General Manager to to ignore and not address a customers concern and to allow such substandard repairs come from his service department Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I spoke to the GM Brian [redacted] yesterday 3/22/18, he informed me that he WOULD help me by writing the letter that was requested by the credit bureauHe was very helpful in the matter and apologized for the inconvenience/confusionI also made him aware of the staff I had interactions with (prior to making the complaint) and he assured me that he would talk to them and give them proper training if necessary Regards, [redacted] ***

This situation was brought to our GM's attention last week and he immediately contacted the customerPaul S [redacted] , our GM, with Ms [redacted] ’s husband last week when he was notified of the issue Paul has already contacted the bank and provided all of the needed paperwork to resolve the issue for this customer When speaking to the customers last week he let them know that they will receive notification from [redacted] the vehicle is returned and no longer in the customers possession He asked the customers to bring the bills and/or late charges to the dealership and he will cut a check for the inconvenience He also apologized profusely for the mistake and has been attempting to contact Mr [redacted] throughout the day

This was an “AS IS” vehicle that was sold May 11th [redacted] and [redacted] contacted the GM around June 21st regards to the vehicle recently being in service and the window not working properlyThe car was brought into our service department on June 12th to get the sensor fixed, which it wasThe window issue was mentioned after the fact and we were not covering it which our GM explained to himWithin the next week the car had some issues and needed to be brought to Cadillac, which it stopped working while in their shopWe were in contact with the service manager at Cadillac and we were in contact with the buyer [redacted] (Tyler’s wife) through the processThe car was fixed at Cadillac, it took about a weekThe cost was covered by an extended warranty that the customer purchasedAn employee there asked us if we were willing to cover the oil change and pay for the window repair, our GM told them we were not willing to because that was not agreed upon priorOur GM was the one that called the customer to let them know the repair was completed at Cadillac and they can go down to pick up their vehicleThey called him with the manager while they were picking up the car and everything was fineHe has not heard from the customer sinceHe was under the impression from the customer that the rental vehicle was covered by the extended warranty, this is the first he's hearing about it not being coveredIn regards to this request our GM will reach out to the customer to try to figure out a solution that would work to avoid any further issues, but we have not received any communication from them since they picked up the vehicle at CadillacWe are not going to be bullied into something over the threat of lemon law/legal action of which there is none as this vehicle was sold "as-is"

We are not willing to cover the extra charges, our inspection is a pre-inspection to give the dealer an opportunity to buy the vehicle...when we don't buy the vehicle, regardless of what our inspection believes the damages to be, MINI still has an official inspection done later by their own contractor who assesses the damage; ours is simply a guide

Mr [redacted] came to our dealership with NO power of attorney and NO proof that he had a power of attorney for his motherHe did come to the store with his mother and her aid and expected our team to simply take his word that he had power of attorney, which our team, obviously, could not doWe are sympathetic to his mother's condition and her subsequent experience, however, Mr [redacted] should not have expected any organization to process binding financial agreements without bringing an official power of attorneyIf Mr [redacted] had an official power of attorney he would not even have had to bring in his mother to the dealership at all and put her in through or in this type of situation

Our General Manager, Chris M [redacted] , spent an hour on the phone with this gentleman yesterdayHe tried to explain to him that his vehicle was not involved in the recall/TSB because it's VIN specificAudi repaired his vehicle under “good will” not under warranty because his vehicle is out of warranty for yearsChris also gave him the phone number for Audi if he wanted to call to see if they will help him again, we cannot call for himThe customer doesn’t want to take the necessary steps to call Audi, he simply wants and expects us to pay for the repair which we can notHe kept saying that we wanted his warranty to run out so we don’t have to fix his car, which is completely untrue and ridiculous, we really tried to help him yesterday but he would not listen to anything Chris had to say, he simply wanted us to pay for his repairsWe do not believe there is anything further we can do to assist this customer

We first looked at this car on 11/24/ We could not duplicate one of the customer complaints, but verified others Repairs were made to the suspension/engine mounts (paid by warranty company) and a transmission service (paid by customer) Upon returning the car to the customer, we did verify the original complaint of the vehicle jerking The diagnosis was to replace the timing chain Since this repair was paid for by a warranty company, there were delays in obtaining approvals/getting an adjuster to review/etc This repair was discounted by the dealership to facilitate the repair The car was repaired and returned to the customer on 12/ The customer brought the car back on Jan due to oil leaking We did notice some seepage due primarily to age of vehicle, however no repairs were made Finally, the car came back in on 1/ The customer complained of the engine running rough, but our Shop Foreman inspected the car and found it to be operating normally.The customer has been here before and She was happy with our service, as she was provided a loaner and the warranty company was covering most of the repairsAfter the timing chain repair, the warranty company informed the customer, that they were ending the contract due to the value of the repairs exceeding the value of the vehicle During her last visit to the dealership, she was concerned about condensation leaking from the exhaust She was informed that this is and did not like that answer The advisor did suggest that due to the age of the vehicle, she should look at a possible replacement It is clear that she felt dismissed by our team, but everyone was trying to assist this customer

As previously stated, we can only sell GAP when we process the bank contractThe customer's only option is to purchase this through their insurance company or to contact the bank to see if they can sell a GAP product directly

Our General Manager has been in contact with the customer to properly contract him for the accurate dollar amountThis has been completedWe do not sell or lease vehicles for more than MSRP, we have a new Sales Manager at the dealership who does not have experience with Subaru who made this mistakeIt has been corrected and we apologize for this situationI'm happy to do something extra for this customer in an effort to make up for our mistake, provide a few vehicle details or pay for their next couple maintenance visits, please let me know what the customers would prefer and we'll accommodateSincerely,Jared C [redacted]

To be clear, a representative from Mercedes-Benz USA reviewed the claim and denied it, this is not New Country denying a claimThe customer could only produce receipts for oil filters and oil that had been purchased, the oil purchased was not an approved oil and there was no documentation that showed when or if the services had been done

We are processing the customer's request to cancel their Extended Service contract

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below As you can see in the email sent by the business they are claiming that I was not eligible for the repair because my VIN number did not qualifyHowever, the repair that made was exactly that repaira repair that was specifically designed for another car The business made this repair so that they could charge it back to a recallIt is another example of the business evading their responsibilityThis time trying to pass it off as something even they claim it was not so that they would not be responsibleThe business response to the Revdex.com remains consistent in with their misleading informationChris (from the business) is indicating that they did this repair when my car was two years out of warrantyHe is misrepresenting the factsMy car is two years out of warranty NOWThe repair was made at the VERY end of my warranty or just after it expiredThe problem was reported to the business during the warranty (in fact it was reported very early in the warranty and Chris has access to those undisputed facts) I did follow the instructions that Chris suggested and I phoned the number that he gave to meI continue to follow up with the parent company (the number he gave me) Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below There was more than inquiries on my credit and husbands', hard ones and they brought our credit down by pointsTo resolve this issue, I want the dealer to contact those banks and remove the inquiries just as they placed them there without our permissionAs for the offer, it's basically not true as the sales person told me to put half the price of the car down as payment and many other things top prove proper incomeWe left the place on good understating only to go home and see our credit drop substantially! Regards, [redacted] ***

We recommended the least invasive repair on the first visitmonths and almost 2,miles later the vehicle returned with a different issueThe customer needed the vehicle back before we could complete the diagnosisShe was charged a diag fee the second time which in my opinion should not have been chargedSince then we have not seen or heard from them The vehicle came in on July at 69,miles repair order number with a complaint that “After starting the vehicle idles rough” After testing we could not confirm condition or have any prior maintenance history to determine if Spark plugs have been replaced or any other maintenance that may be required at the age and mileage of the vehicleWe did notice according to the serial number that there were two updates that were available for the vehicle that would be related to the complaintWe contacted the customer and explained the provided information and received an authorization from them to perform the updates On September 9,repair order # at 71,miles the vehicle came in with a complaint that” Cooling fan constantly running when car is started fan issue started when vehicle was last brought in for service” After diagnostic testing we confirmed the cooling fan complaint We tested corresponding components related to the fans During the testing they found evidence of a rodents nesting in the engine area Prior repairs were checked at this time to confirm that repairs were completed properlyWe could not test any further as customer need vehicle returned to them and indicated that they would return at a later date To date no appointment has been made to return for further testing or any contact from the customerWe would consider refunding the diagnostic charge for the second visit to look over the prior repair totaling $We never had any communication from the customer from July to Sept indicating the fan was running all the time since the last software updateAnd never authorized the customer to take the vehicle to another repair facility to perform repairs at our expense We would have addressed their concern if we knew there was an issue back in July when the update was performed

Our Area Vice President connected directly with the customer to resolve the situation to his satisfaction

The customer is incorrect, we put synthetic oil in his vehicle, the proper oil as recommended by the manufacturerWe can not refund the customer, we performed the proper service and used the proper oilWe kindly ask the Revdex.com to close this caseThank you