Town Motor Car Corp

Review: The purpose of this letter is to express my extreme dissatisfaction with [redacted] in[redacted], New Jersey. I purchased a “certified” 2010 [redacted] at the end of February 2014 with 31k miles. In August I received an email regarding a complimentary maintenance coupon for my vehicle. I contacted [redacted] to make an appointment which was made for September 17, 2014. The day of my scheduled appointment I brought my vehicle in after being in traffic for over an hour being that I live in Morris County only to be told that I could not use the coupon sent to me in the email because it is only valid for the 1st maintenance service for the vehicle. I made the appointment 2 weeks earlier and was never told this on the phone. I would not have made the trip if I not for the email offer. The fact that the email was sent to me, that even when I made the appointment I wasn’t informed of this and that it took me close to two hours to get to the dealership did not make a difference at all. I was informed at that time that I could not use the coupon and nothing more was said. In addition, I was told about a recall on my vehicle that I was not notified about until that moment. I advised the service department that I had struck a pothole and ever since my car would shake when I drove over a certain speed and when I applied the brakes. I was not offered a loaner vehicle even though I had to go to work. After about an hour I received a call from the service department telling me that my brake pads were down to .2 and needed to be replaced. Also that my engine belt was beginning to fray should be replaced. I had the car for a little over 6 months at this point in time. I purchased a “certified” vehicle and paid more money for that vehicle because I was led to believe that a “certified” vehicle was put through various checks and tests which resulted in a more reliable purchase. On top of that I purchased an extended warranty, road hazard protection, gap insurance and every other warranty offered. All of this and none of it covered because Town Motors determined that it was “wear” and therefore I had to pay for it. At this point being that I do not know much about cars I had my husband call for them to tell him what they told me. He contacted the service department and spoke with “[redacted]” who told him what I was told and when my husband inquired, he was told that the vehicle actually had a major overhaul prior to being sold but the front brakes were never changed because they were up to specs at the time…nothing more specific than that. No mention of the engine belt. When my husband asked to speak with the service manager, he was put on hold for 11 minutes before “[redacted]” came back on the phone only to tell my husband that the service manager was with anothe4r customer and would have to call him back. After 2 ½ hours and still no return call, my husband called again to be put on hold another 10 minutes waiting for the service manager. “[redacted]” eventually came to the phone and had to have the situation explained to him because he did not know the purpose of my husband’s call. It was argued to him that although I do not dispute that the vehicle would naturally have more wear on it than it did when I purchased…it was driven so stands the reason. My argument and dissatisfaction is with the fact that the vehicle should not have had so much wear in the short time I have owned on brake pads and even more so…the engine belt. At this point, after 25 minutes on the phone with “Mr.[redacted]”, my husband was asked for a number where he could be reached because Mr. [redacted] had to speak with the sales manager. Keep in mind that my husband left his number 3 hours earlier and never received a call back. An hour later “Mr.[redacted]” called my husband and told him that he had spoken to the general manager ([redacted]) and it was determined after their talk that the issues with my vehicle were a result of “wear” and the dealership would not cover the costs. He was then told that as a consolation, so that my wife’s two hour trip to the dealership was not “in vain”, they would do an oil change at no charge. Is that the way that Towne Motors keeps its customers? I have the vehicle for 6 ½ months and have to pay for repairs that should have been detected prior to the vehicle being sold to me. I purchased a “certified” vehicle because I was led to believe that it would be less problematic due to the numerous inspections and testing done on such vehicles yet 6 ½ months after my purchase, I am having to pay for repairs on parts that should really have been replaced prior to the sale of the vehicle.Desired Settlement: Repair the worn brake pads and trhe worn engine belt at no cost to me.

Review: I was promised an extra key and new rug mats. which to date I have not receivedDesired Settlement: please either furnish the items promised or money to purchase items

Review: On July 21, I negotiated a price for a used car that I was told would include an extended warrant. I put down a deposit on my credit card, and after this transaction, I learned that the extended warranty I was promised would not be included. The dealer told me they may be able to provide me a warranty but would need to check on their expenses the next day. The following day, they told me they could not provide an extended warranty nor would they hold to the original deal. Neither I nor they were bound by any contract since I had not signed any, but despite this, they did not issue a refund to my credit card. I contacted them twice to receive a refund and received no response and no refund was issued. I have disputed the charge and expect to get a refund, but their behavior throughout this exchange has been less than ethical.Desired Settlement: I would like Town Motors to guarantee refunds of deposits when they (wilfully or otherwise) deceive a customer about warranties. Further, if nothing is signed and a deal is called off, I would like them to always issue refunds.

Business

Response:

Town Motors apologizes for the delay in processing this refund.

We have issued the refund today. Unfortunately the refund request was just lost in other paperwork with the salesperson and never made it down to accounting. The salesperson indicated that the client never reached back out at all indicating that she didn’t receive it and we dropped the ball.

General Sales Manager

Town Motors

Review: I went to the dealership in March to buy a car. The salesperson stated there were 7 of the one I wanted & she would locate & call me. After 3 weeks, I called & they couldn't get the car or order it.

I gave a $500.00 deposit . When I called, I told the sales person that since they couldn't get the car I wanted, I would like a refund. She said "no problem, just give me the security code on the back of your card & I'll get you a credit" (This was the beginning of May) . Never got any refund & called 5 different times and was told " I'm sorry Mr [redacted] give me your number & I'll personally take care of it for you".

It's 7 mos & still no refund. I already got a new car & have no desire to buy from themDesired Settlement: I would like to FINALLY get my deposit back. If I don't I'll file a complaint with the [redacted].

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,