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. My 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 $200 more then the original quote.  I am asking that the dealer cover their error.  Regards, [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.

Mr. [redacted] came to our dealership with NO power of attorney and NO proof that...

he had a power of attorney for his mother. He 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 do. We 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 attorney. If 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.

The grounded Toyota is being paid immediately via EFT. Jared  W[redacted], the General Manager, is contacting the customer immediately to fully resolve and to sell the customer four snow tires at dealer cost.

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 vehicle. I would like to
start out by saying that I am not declining the offer to return 165.00
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 upgrade. I am certain that the problem occurred immediately
after the software upgrade performed by Euro Motorcars. There is no way I
would have purchased a vehicle with excessively loud running fan from
a reputable dealership without questioning it reasoning. Therefore, 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 system. There 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 performed. It appears the issue with the fan occurred
immediately after the software upgrade, which leads me to believe that
the software upgrade caused the fan issue. The reason the vehicle was
not returned immediately was because I thought the issue was weather
related and not system repair related. It 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 home. I spoke with several Mercedes
owners and they informed me that the fan issue was abnormal and 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 165.00 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 found. Pictures were promised but never produced and I made several
follow up calls requesting this information. The 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 loud. Again, 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 165.00 to diagnose the problem correctly. I
explained that I had already paid Euro Motorcars 165.00 and they said
they could not detect the problem. I refused the service and took the
vehicle to an independent repair shop which diagnosed and was able to
repair the issue. I
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
issue. In 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 complaint. No
further contact was ever received by Mercedes or Euro Motorcars.

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

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 bureau. He was very helpful in the matter and apologized for the inconvenience/confusion. I 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]

We will remove Mr. [redacted]'s number from all our systems. Thank you

Our General Manager has been in contact with the customer to properly contract him for the accurate dollar amount. This has been completed. We 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...

mistake. It has been corrected and we apologize for this situation. I'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 accommodate. Sincerely,Jared C[redacted]

Our dealership did nothing wrong, Please see attached documentation stating the chronology of events as well as all the necessary estimates/approvals. The vehicle is now stranded at our dealership, if it is not removed within 48 hours we will initiate abandonment process as per the state of...

Florida.We have 4-5 more attachments on this matter, including additional estimates, invoice, etc, however the Revdex.com system will only allow us to attach 4.

We have sent Mr. [redacted] another temporary registration, and have been in contact with him as of last week. We use a service to perform our out-of-state registrations, called "[redacted]". We spoke with them on Friday and they confirmed that all necessary paperwork has been received by the [redacted] as...

06/03/15. They explained it takes 12 to 14 days to process from that 06/03/15 date. We left a detailed message explaining the situation on [redacted]’s voicemail and we'll continue to keep him informed until he receives his plates. Thank you.

We recommended the least invasive repair on the first visit. 2 months and almost 2,000 miles later the vehicle returned with a different issue. The customer needed the vehicle back before we could complete the diagnosis. She was charged a diag fee the second time which in my opinion should not have...

been charged. Since then we have not seen or heard from them.   The vehicle came in on July 18 2017 at 69,250 miles repair order number 183316  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 vehicle. We did notice according to the serial number that there were two updates that were available for the vehicle that would be related to the complaint. We contacted the customer and explained the provided information and received an authorization from them to perform the updates.    On September 9,2017 repair order # 186515  at 71,084 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 properly. We 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 customer. We would consider refunding the diagnostic charge for the second visit to look over the prior repair totaling   $165.31. We never had any communication from the customer from July to Sept . indicating the fan was running all the time since the last software update. And 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.

We'll review this internally with the Management team, however, it is worth noting that each market has different rates consistent with the cost of living, cost of doing business in that particular market. Bethesda, MD has some of the highest costs in the nation, this may be why the customer from...

Orlando is accustomed to different pricing.

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 one. Which 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 0 mileage. and I bought a brand new car with 0 miles!!Sincerely [redacted] PS talk with you on MONDAY

We first looked at this car on 11/24/15.  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 12/30.  The customer brought the car back on Jan 4 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 1/18.  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 repairs. After 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 normal 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.

To be clear, a representative from Mercedes-Benz USA reviewed the claim and denied it, this is not New Country denying a claim. The 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.

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 are never unjust accusations with this service department - three times in a row my car has been damaged while under their car. Two of the three times were resolved with the service advisor admitting it was their fault. The most recent issue happened during the supposed correction of a dent they admittingly caused.  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.  "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 $400 refunded, it may in fact take another six months to complete - that would also be unacceptable. As the attached email trail demonstrates. I 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 manner. For 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 15th. This 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[redacted]. 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 $15,000 transaction. I 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 thereof. I assume they are all grown businessmen, yet they certainly do not act as such - shame on them. I will simply place the same expectations they placed upon me when purchasing their Toyota Highlander with regard to payment timeliness. I will expect a check from New Country Toyota for $400 in my mailbox no later than January 12, 2018 or I would be thrilled to elevate this complaint further.      Kind Regards,  [redacted]

New Country does not make the decision on whether or not to cover something under warranty, we receive approval or denial from Mercedes-Benz USA. This was denied by Mercedes-Benz USA. The customer is looking to have something covered that is beyond the warranty. Furthermore, simply by providing oil purchase receipts does not prove that A) the oil was used on this particular vehicle and B) simply changing oil is not the only requirement of properly maintaining a vehicle.

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.