The GroundsMen

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 "The customer would not return phone calls, the customer was traveling abroad, the customer did not communicate with us effectively, we will work on refunding the rental car fees of $400"I am afraid that if New Country Toyota of Saratoga Springs NY attempts to "work" on getting my $refunded, it may in fact take another six months to complete - that would also be unacceptableAs the attached email trail demonstratesI was very diligent with getting New Country Toyota a) the payment, b) the auto insurance cards, c) the mailing address for paperwork, d) the shipping / destination address and e) responding to their email and phone call inquiries in a timely mannerFor example, on Wednesday Nov 14th I was contacted by Jaime N [redacted] about auto insurance and responded immediately and she writes an email confirmation about receiving the auto insurance cards on Thursday Nov 15thThis is certainly not a case of ignoring correspondence or failing to communicate effectively, as New Country Toyota would lead you to believe In addition, you can clearly see through the Nov 14-17th emails my early frustration, which I attempted to resolve with my sales associate Jaime N***In all fairness, she was personally fine with the power she had, however it was her finance managers and GM who ultimately were the decision-makers and in my opinion made serious lapses in judgment, coupled with poor decision-making capabilities and horrendous communication skills which were unsatisfactory for a $15,transactionI am thoroughly disappointed that these managers and upper level executives chose to respond to this articulate, diplomatic complaint by attempting to pass the buck, place blame on the customer and fail to take responsibility for their actions, or lack thereofI assume they are all grown businessmen, yet they certainly do not act as such - shame on themI will simply place the same expectations they placed upon me when purchasing their Toyota Highlander with regard to payment timelinessI will expect a check from New Country Toyota for $in my mailbox no later than January 12, or I would be thrilled to elevate this complaint further Kind Regards, [redacted]

[redacted] , I recently responded to a complaint in the system from a [redacted] , I was checking with the wrong dealership in our group so I responded that we had no information on the customerI later discovered the correct store that the complaint was againstPlease find attached Mr [redacted] credit application to which he clearly authorizes us to submit this on his behalfFurthermore, the General Manager of the dealership, spoke to this customer multiple times, the customer was a Tier with a bankruptcy and a repossession and told our GM that he was only using this turn down to then go to another dealership in days who told him that they could use this turn down to then, in turn, extend him credit.I'd like for him to take down any messages that A) we submitted his credit without his authorization, which is completely untrue and B) that we should be sending letters to credit bureaus on his behalf...Should ask him to post a letter of apology to us and my people for his claims?Thanks,Jared

Due to an oversight on our behalf, Ms [redacted] - [redacted] ’s Excessive Mileage and Unpaid Lease Payments to Mercedes-Benz Financial Services, in the amount of $was wired and processed directly to Mercedes-Benz Financial Services this afternoon.Ms [redacted] - [redacted] is a valuable customer to us, as well as all of our customers, we had and have no intentions of misleading Ms [redacted] - [redacted] in any way; Staci D [redacted] had processed the proper paperwork in which from that point there was a clerical error causing the oversightSteve D [redacted] had attempted contact with Ms [redacted] - [redacted] twice in which voicemails were left and Ms [redacted] - [redacted] had not returned his callsUpon hearing of the error, we took quick action to resolve the issuePlease forgive our inattentionIf you have any questions, please contact me at ###-###-####SincerelyNew Country Motor Cars, Inc

BMW corporate, has a process in which they complete "Buy-Backs" such as this that can take up to daysOnce they pay the dealership the dealership, in turn, reimburses the customerAs soon as we receive the funds from BMW we'll reimburse the customer Thank you

Revdex.com: 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 Regards, [redacted] I do not know how to upload files and therefore [redacted] could not look at the Black Box showing an accident prior to the other oneWhich I can understand if they mentioned this I will have to call you Revdex.com on Monday and have you show me how to do this and I can take [redacted] to court as the black box shows an accident prior and the recept of the car does not show mileage but shows mileageand I bought a brand new car with miles!!Sincerely [redacted] PS talk with you on MONDAY

We will remove Mr [redacted] 's number from all our systemsThank you

The dealership's General Manager has sent the customer a $refund

To Whom It May Concern: Thank you for bringing our attention to a recent complaint made against our dealership by [redacted] Mr [redacted] returned his 428Xi BMW lease to our dealership on June 3rd of this year; the same date that he picked up his newly leased 435Xi While Mr [redacted] was informed by his sales representative, Terrence Holmes, that he qualified for the “BMW Payment Waiver Program” (See copy of attached e-mail dated May 31st - days prior to when Mr [redacted] took delivery of his new car), he was never “assured”, as Mr [redacted] claims, that he would “no longer be responsible for the old vehicle.” The Payment Waiver Program is a plan that allows customers to get into a newer vehicle by eliminating the remaining lease payments on their current vehicle; however it does not eliminate a customer’s responsibility for any damages that may have occurred to their vehicle during the period of their lease In fact, had any deal been worked out between Mr [redacted] and his sales representative that would void him of accountability for the condition in which his previous lease was returned, this stipulation would have been included on the purchase order of his latest lease(Also enclosed.) We have included a copy of the terms of the BMW Financial Services Motor Vehicle Lease Agreement initially signed by Mr [redacted] years ago when he leased his 428Xi and again last month when he leased his 435Xi As you will note, the contract clearly states that the leaser is “responsible for repairs of all collision, accident and other physical damage that is not a result of wear and use These repairs include, but are not limited to, those necessary to return the Vehicle to its pre-damage condition, including, but not limited to, repairing damage to exterior panels and components, structural components, etc .” The contract further states that the leaser, “agree to pay the costs of all repairs to the Vehicle that are not the result of wear and use.” This includes “dented, scratched, chipped, rusted, pitted, broken or mismatched body parts, paint, vehicle identification items, trim or grill work” and “missing equipment, parts, accessories or adornments.” Attached is a copy of Lease-End Inspection Form that was issued to Mr [redacted] by BMW Financial Services It shows damage to the left and right doors and left and right quarter panels of the leased vehicle he returned This inspection, conducted by an independent third -party hired by Mr [redacted] ’s lending institution, includes the cost for a missing master key that was not returned with the vehicle While Mr [redacted] is requesting that Wide World BMW refund him the money for these damages, he needs to understand that his payment never went to our dealership, but to the banking institution (BMW Financial Services) that cashed his monthly lease payments In fact, by New York State law, our dealership does not have the authority to inspect any leased vehicles that are returned to our premises Third-party inspections, accompanied by photographs of any damage, are conducted to avoid such claims by individuals who insist that “these charges are completely made up” in an attempt to avoid payment Although we regret that Mr [redacted] is unhappy with these charges, we wonder why he declined to have this inspection done prior to returning his vehicle This report would have given him the opportunity to either have these damages repaired; perhaps at a more desirable cost at our dealership, or given him the occasion to possibly work something out with his sales representative to reduce the expense While we appreciate Mr [redacted] ’s patronage, unfortunately we have no control over the contract he signed with BMW Financial Services, nor do we have the authority to overturn the decision of a third-party inspector hired by the same banking institution That said, we were able to connect with BMW FS to have them re-review the inspection report, see below, their response, in which they agreed to waive all the charges If you need any further assistance, please do not hesitate to contact me directly Sincerely, Michael [redacted] General Manager Hi [redacted] - Sorry to see that this customer had to go as far as contacting the Revdex.comI reviewed the pictures from the auction and it looks like this unit has been soldI do not agree with the assessmentThe CR has $worth of charges and I do not see any reconditioning feesSimply, this is not fair to the customer or Wide WorldAll charges will be waived and the customer will receive a new $I hope this can restore his faith a little bit in both Wide World and BMW FS BMW Group Financial Services Tim [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 This information is incorrect, the corporate Mercedes office stated that it was New Country that had came to the conclusion that the warranty would not be honored We did supply the dealer with all of the information including all of our receipts and dates of oil changes etc It is unacceptable that they are not honoring the warranty because we serviced our own vehicle which is within our rights Regards, [redacted]

To whom it may concern,On June 7th, [redacted] brought her Mercedes-Benz CL in for serviceShe met with Bill [redacted] (service advisor) and made the below requests which were on the signed repair orderShe also had a signed piece of paper with all of her service requests that she presented to Bill:A Request to secure the passenger side front seat control trimB Request to replace rear brake pads and rotors (save old parts)C Inspect front brakesD Check that charcoal cabin filter was replaced as CarMax said they replaced itE Both front seat multi-contour functions are inoperativeF Jack in trunk does not secure properly on the endG Loaner carThat same day one of our Certified Mercedes-Benz technicians inspected the vehicle and advised the following:A Seat switch panel tabs were broken and advised that we can attempt to repair the panel for $250.00B Estimate to replace rear brake pads and rotors $623.00C Front brakes were inspected and measured at 27.3mm which is okD Cabin filters were dirty but not due by for replacement by timeTechnician cleaned the filter at no charge and reinstalled E Technician diagnosed and repaired pneumatic lines for seats $891.49F Placed a piece of felt tape in jack holder to secure (no charge)G Recommended transmission service $580.00H Recommend spark plugs $640.00I Recommended service A $365.00Bill contacted Ms [redacted] on 6/7/at 7:PM and advised the above recommendationsMs [redacted] authorized repair of the seat switch, rear brake work, seat repairs, and the transmission serviceThe repairs were performed and the vehicle was test driven miles with no brake noise or any other problems foundThe vehicle was picked up on 6/10/Ms [redacted] paid $2,with a Visa credit card and the invoice was signed by Ms [redacted] .At no point did Ms [redacted] ever bring to our attention that she was experiencing any type of brake noiseThat evening Ms [redacted] contacted me on her way home and stated that the vehicle was vibrating when driving on the highway but the vibration went away when she was driving in the cityNot knowing what was wrong with the vehicle, I advised her not to drive the vehicleInstead, I would arrange to have her vehicle towed inShe declined the offer and continued to drive the car homeShe conveyed to me that she would drop the vehicle off Saturday morning which she didOn Monday we had a Shop Foreman inspect the vehicle for a vibration which Ms [redacted] described is apparent at 35-mphAmong several other concerns, she also stated that she was getting a squeaking noise from the brakes when stoppingOur Shop foreman inspected the vehicle and could not duplicate any vibration at any speed nor could he duplicate any brake squealWe communicated this to Ms [redacted] and invited her to come in and drive with our Shop ForemanShe took us up on our offer and drove with one of our Shop ForemanDuring the ride she confirmed that everything was ok with the vehicle so she took the vehicle homeI communicated with her via phone and email over the past several weeks where she advised me that she was hearing brake squealAmong other things I told her that I would be more than happy to inspect the vehicle at any timeShe kept accusing us of not performing the repairs to her rear brakes properly and that she was never coming backI had asked her if she can tell me if the noise was coming from the front or the rear and she did not knowI told her that we would really like to inspect the vehicle again and that if the rear brakes are making noise that they are under warrantyI also told her that is the front brakes were noisy that I would apply an anti-squeal solution at no charge to the front brakes and that might quiet them down but there is no guaranteeShe declined my repeated attempts and told me that the vehicle was at American Service Center in ArlingtonAt that point I told her that I would be happy to contact them with her permission, and work with them to address any issues with the work we didAt one point I had a conference call with Ms [redacted] and the Service and Parts DirectorHe confirmed that they were not able to duplicate any brake squeal or any issues with any of the work that we had performedOn July 22nd, I received a call from Ms [redacted] requesting a refund for her brakes and door control switchI asked her if everything was okShe said everything is fineI then asked her why she was requesting the refund if everything was fineShe then clearly got upset and said that I should refund here money because of what we put her through and that her seat switch was not properly repaired by usInstead, she had American Service Center repair her seat switchI then told her that if that was the case I would be happy to refund her for the seat switch repair but I did not think that her request to refund the brake work was a reasonable request She then hung up on meI immediately followed up with American Service Center to verify if they did in fact repair her seat switch or find anything wrong with her brakesThe Service Manager confirmed that he had no record of repairing a seat switch panel nor were they ever able to find a problem with her brakesI have spent hours working with Ms [redacted] truly trying to do all that I could for her through many telephone conversations and email correspondencesIn fact, she thanked me multiple times for the efforts that I put forth to satisfy herAside from the signed repair orders, her statement of service requests, signed invoices, loaner car contract, and multipoint inspectionPlease note that the chain had to be pieced together as she omitted some of my responsesI responded to every email message by email and telephoneSincerely,James [redacted] Service and Parts Director

It is our process, as it is with most, if not all auto dealerships, to be able to arrange credit approval for every prospective customerIn doing so, many use new technology tools, such as "Dealertrack" or "Route One", which are electronic conduits between Dealers and multiple LendersTypically these tools, publish the prospective customers credit application to multiple lenders and the lenders then approve, decline or "counter" with stipulations...such as, different terms, like they'll approve if the customer puts more money down which lowers the payment but reduces the banks' risk or if there's a different co-signer...etcIn this situation, No one can say whether our Salesperson said we only use one bank, typically Mercedes-Benz Financial Services does all the Leases but not all the approvals for conventional financing, etcThrough our system, Dealer Track, this customer's application was declined by MBFS, Sun Trust, Bank of America and one other lender, However there was a counter by Capital One, or as mentioned before, an ability to restructure the deal/loan to which the lender would approveIt is our job to attempt to arrange financing for every customerThis customer left the dealership before or unwilling to speak to any of the managers who could explain the terms for which one of our lenders would approve them, they just took off It is impossible for us to notify the banks as requested by the customer, however we were able to get them approved under some terms for which they could not be reviewed because they leftI'm happy to have the General Manager of the dealership connect with them to try to arrange financing on another vehicle for them Thank you

This customer brought the vehicle in for service and while it was here there was a problem with the vanos in the engine This is a known problem to BMW and they even extended the warranty on this part It is true that we lost her key and ordered her a replacement We completed the repairs for no charge as well as the key We’ll reach out to her with the BMW diagnostic codes information she is requesting

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 belowMy complaint is not with MINI Financial Services They have been polite and reasonable Although my bill is with MINI Financial, the amount of the bill was increased by the dealer's misapplication of my lease return It has been communicated to me by MINI Financial that the dealer should have completed a very specific type of inspection on a Apple iPad Since this was not done correctly, a different inspection was done after the car was turned in The 3rd party inspection charged $more then the original quote I am asking that the dealer cover their error Regards, [redacted] [redacted]

Our VP, Tim P, has already communicated directly with the customer. There is no warranty on the vehicle. It's a 2004 that was bought by his son a few weeks ago. The pump was a known issue so [redacted] did offer an extension warranty on that part. When we took the pump out we discovered it was a non... OEM pump (aftermarket) that had failed. So it would not be warranted by [redacted] ***. Our Service Manager offered to discount the job to $1,200. The customer told Tim P that he had done his research and that it had to be an OEM pump as nobody makes the pump. Tim sent him a picture of his non-OEM pump and a link to the website where they can be bought with matching part numbers. Tim offered to put a new OEM pump for $1,000 as a gesture of goodwill. It would have a 2 year part warranty. The customer said he would call Tim back and did not. The Service Manager also followed up too but no reply. Our dealership could not tell the pump was non-OEM (aftermarket) until it was removed. The customer told us we were wrong and threatened legal action, but we still could not change the pump under warranty because it was an aftermarket part.We did offer to reimburse the customer's diagnosis, at this point, there's nothing further we can or will do.

The customer provided the incorrect credit card to credit on two occasionsThey provided another number today for us to process a creditWe will do this today

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 Regards, [redacted] First I would like to thank you for providing a response to the claim I submitted regarding the issue concerning my vehicleI would like to start out by saying that I am not declining the offer to return diagnostics fee that should have not been charged to me in the first place, I agree this fee should be returned in addition to subsequent cost associated with service visits since the initial visit for the software upgradeI am certain that the problem occurred immediately after the software upgrade performed by Euro MotorcarsThere is no way I would have purchased a vehicle with excessively loud running fan from a reputable dealership without questioning it reasoningTherefore, just so everyone is on the same page, I would like to recap the events leading up to the point of where we are now; for the sake of time and space I will summarize the events.First visit, vehicle was experiencing violent shakes and rough idling Diagnostics and servicing was performed with a recommended software upgrade on the electronics systemThere was no recommendation for spark plug changes or any other changes relating to servicing the vehicle Besides, the diagnostic report only stated vehicle needing a software upgrade which was performedIt appears the issue with the fan occurred immediately after the software upgrade, which leads me to believe that the software upgrade caused the fan issueThe reason the vehicle was not returned immediately was because I thought the issue was weather related and not system repair relatedIt wasn't until several of my co-workers and family members commented to me how excessively loud the fan was upon my arrival to work or homeI spoke with several Mercedes owners and they informed me that the fan issue was aband I should return to the dealership to have the re-evaluated.When I arrived to the dealership for my second visit, this time because of the fan, I was charged diagnostic fee and I was told that they found a rodent nest inside of the engine compartment while diagnosing the vehicle(I did not understand why the nest was not detected by the selling dealership and Euro Motorcars) in fact, during this same visit, there was never any evidence provided to me explaining where the nest was foundPictures were promised but never produced and I made several follow up calls requesting this informationThe only feedback that I received was Euro Motorcars recommending that the rugs be removed and the dashboard dismantled to trace the wiring to find if the rodents had shorted the wiring inside the vehicle causing the fan to run excessively high and loudAgain, the diagnostics report did not reveal any information and reported the vehicle as operating normal, although the fan noise could be obviously heard while the car was at the dealership Therefore, I requested to have my vehicle returned to me and I immediately took it to another Mercedes dealership in Fort Washington Pa., who immediately stated that the fan noise was abnormal, but I would need to pay another to diagnose the problem correctlyI explained that I had already paid Euro Motorcars and they said they could not detect the problemI refused the service and took the vehicle to an independent repair shop which diagnosed and was able to repair the issueI totally believe that Euro Motorcars was responsible for this issue and would like Euro Motorcars to be held responsible for the all the repairs and cost as previously stated in my first letter relating to this issueIn closing, I did attempt to contact Mercedes Benz directly on their website who stated that some dealerships are independently owned and would reach out to Euro Motorcars regarding the complaintNo further contact was ever received by Mercedes or Euro Motorcars

Customer purchased from an independent dealer ( [redacted] ) not an authorized Ferrari dealer Vehicle was brought to us that was overdue for service and as stated below had a “soft brake pedal”The car is out of warranty Our Advisor wrote up the job and dispatched the job to our only Ferrari certified Master Mechanic The Technician came up with action plan for diagnosis and repair of soft brake pedal starting with brake flush and replace or recharging of brake fluid leading up to install of new master cylinder and ABS Pump system if necessary Customer was advised of possible problems upfront This “soft pedal” issue is not uncommon to 458’s after a few years and our technician has effected similar repairs with no complaints on several occasions Technician states he bled and recharged the brake system times and the problem still remained He also noted a sound and vibration coming from fire wall area of car during initial brake bleed processes which lead him to believe ABS Pump was cycling and was indicative of a problem with either Master Cylinder and or ABS Pump Technician advises service writer; quote was prepared Service advisor informs customer that soft pedal issue requires either both master cylinder and ABS Pump or we could try just master cylinder repair alone and see if that works since cost of ABS Pump exceeded Customer elected to move forward with only master cylinder repair/replacement to see if that fixes problem since it was significantly less expensive 458’s are out of production so part was Special Order Part and we require payment upfront Master Cylinder was not available in US and it took weeks for part to arrive from Italy Customer took car back while waiting for part to arrive at our dealership When part came in customer was notified and car was returned to dealership whereby the new master cylinder was installed Tech states he heard the ABS Pump noise again at this point in time but prior his install of new master cylinder Once installed the technician found “soft pedal” condition still existed Frustrated – he then bled, recharged and tested the brake system more times and the problem still existed Tech stated he repeated this process more times utilizing the Ferrari scan tool to measure the pressures and attempt to zero in on the persisting problem Unfortunately, after installing the new master cylinder, conducting six brake system bleeds recharges and testing, and using recommended tools and processes, our Ferrari Master technician was unsuccessful in correcting the “soft pedal” problem and came to the conclusion that the ABS Pump also needed replacement The customer was advised of this possibility at the time of the initial repair attempt Customer became upset when he learned that we advised ABS Pump replacement Customer decided not to fix pump and take back his car He paid his bill for the work we performed, took the old part back and leftWe called the independent dealer ( [redacted] ) where customer bought the car to see if it was brought back after customer left our dealership unhappy Owner of [redacted] named [redacted] told me the car did come back and customer was upset and he had to give him some money back [redacted] also sent the car over to a local independent repair shop called [redacted] Repair – and this is where they did a “full brake bleed” It was actually more than thatI called [redacted] and spoke to the shop owner; [redacted] He confirmed that they received this car and worked on it after we replaced master cylinder He told me that they did the brake bleed process twice and initially could not get the “soft pedal” issue resolved either [redacted] said that they “went through about gallons of ATE Gold Brake Fluid” in the process After second failed repair attempt he told me that they decided to reset their own scan tool device and “run an update” on the tool After their scan tool was updated they did third repair attempt (brake bleeding and recharge process) and it was at this point the “soft pedal” condition appeared to be corrected Finally, our Service MgrKlaus contacted the customer and informed him that we understood he filed a complaint Customer was courteous and professional as was Klaus Klaus apologized and asked what was done to correct the car He also asked customer if he could send us a copy of the [redacted] Repair invoice so we could make an assessment on what we missed and make it up to him Customer stated he would send if over right away but we have not yet received it Klaus will reach out to him to tomorrow if we do not hear back from him today

Our dealership did nothing wrong, Please see attached documentation stating the chronology of events as well as all the necessary estimates/approvalsThe vehicle is now stranded at our dealership, if it is not removed within hours we will initiate abandonment process as per the state of Florida.We have 4-more attachments on this matter, including additional estimates, invoice, etc, however the Revdex.com system will only allow us to attach

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 Regards, [redacted]

The General Manager, Paul S [redacted] , will be contacting the customer directly to resolveThank you