Towne Automotive Group

In regards to the latest letter dated December 10, 2015.Please find the NYS inspection proof included with this letterI believe other than personal comments that is the only statement pertaining to [redacted] caseEverything else seemed to be insults directed at myself and our businessAlsoplease note the date of inspection and the date this action started.Sincerely Anthony D***General ManagerTowne Automotive GroupSouthwestern BlvdOrchard Park, NY [redacted] ad***@towneauto.com

Thank-you for your patience in waiting for this response It took quite a bit of time to review the repair documents and to speak with the parties involved in the repair This Jeep was purchased at the Ford store, but the repairs have been completed at our Jeep store.When the vehicle was sold in July of 2015, the customers purchased a Ford sponsored service contract The contract cost was $1,200, and it was for years and 24,miles of coverage In the past year the vehicle has had an abnormally high incident of repairs In fact, during that time, Ford ESP has spent $11,in warranty repairs, Towne Ford has paid Towne Chrysler more than $2,in policy work, and Towne Chrysler has spent $in warranty deductibles that the customer did not pay During each of the repairs, the customers were provided alternative transportation at no cost.In speaking with the people at our Jeep store, they believe a certain amount of the customer’s frustration could be justified because of the number of repairs and the time it took to complete the repairs However, they, and I, believe the customers have lost sight of the efforts made to accommodate them and the cost we have absorbed in doing so The Service Contract that was purchased has a $deductible for each service visit It is my belief that they have not paid the deductible for any visit We have made numerous repairs to components that are not covered by the service contract We have not asked the customer to participate in those repairs.It is my belief that we have more than lived up to our terms of the sale and the terms of the Service Contract Refunding the customer’s payments is not an option at this time If the customers want to trade out of the vehicle, we would be glad to assist them in doing so Also, if they continue their ownership of the Jeep, I will inform our Jeep store that the Ford store will absorb any deductibles that would normally be charged, if other covered repairs need to be made, as long as the service contact is still in effect If you have any questions please e-mail me, or call me at [redacted] ***.Thank-youTony [redacted]

In regards to the latest letter dated December 10, 2015.Please find the NYS inspection proof included with this letterI believe other than personal comments that is the only statement pertaining to ** *** caseEverything else seemed to be insults directed at myself and our business
Alsoplease note the date of inspection and the date this action started.Sincerely Anthony D***General ManagerTowne Automotive GroupSouthwestern BlvdOrchard Park, NY 14127*** ***ad***@towneauto.com

After reviewing the subject complaint with the salesman who sold Ms*** her latest vehicle, I believe there is culpability on both sides. A vehicle that had a lot of damage was returned to the *** *** *** at the end of the lease. An estimate for $was given to the customer
for repairs to her bumper. That is where the money went that she questions in her complaint. The other damage, that is clearly visible in the photos provided by ***, should have also been a part of that estimate, and subsequently, part of her payment. It is highly improbable that the other damage to the vehicle was done between the time her car was left on our lot and the time *** picked it up. Numerous other areas on the vehicle were damaged which would have involved multiple incidences.It appears we are responsible for not having the customer follow the proper lease tuprocedures. We do not make the determination as to the amount of damage, and therefore the charge to the customer, that is applied to the vehicle when it is returned at the end of the lease. AIM, a vendor who works for *** Credit, is supposed to inspect the vehicle before the vehicle is returned to the dealership. Our salesman took the responsibility away from the customer when he had an estimate, that was incomplete for the amount of damage that was visible, completed in our Body Shop. The bumper, and only the bumper, was repaired prior to the vehicle being given back to ***. At that point any damage that remained on the vehicle becomes our responsibility to handle with ***. We will pay the balance being charged to the customer for body damage. I believe both she and our salesman were aware that there was more damage to the vehicle than just the bumper. I don’t believe either party was aware of the extent of the other damage, nor would they have been aware of the cost of repairs. I believe also that the customer is being a little opportunistic by saying that the $would have covered all of the repairs.If Ms*** receives any other correspondence from *** Credit about this payment she should refer them to us. Even though we will complete our payment obligation today, it takes *** a while to reconcile their accounts.Thanks,Tony ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaintyour reference, details of the offer I reviewed appear belowI do not accept Towne Automotive responseDealer FAILED to :1.Properly disclosure various engine oil leak issues Prior delivery of vehicle.2.Further inspection of fuel line and carburetor after installing repaired rusted out old gas tank.3.Obtain NYS inspection prior to online sale through E-bay.Again, I am asking Towne Automotive to assist me with the repair bills so I can have a drivable car.I have negotiated $with non franchised Mazda expert or $through franchised dealerPlease see attached picture.Regards,*** ***
*** ***

We have reached out to the consumer and have offered to install the navigation for her

Revdex.com: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.We have paid the deductibles in the past, besides this last time our jeep went into the shopi had to fight with them this last time on not paying the deductible because it went in for the same problems before and then they said I had to pay $for tax and the work to fix pinion seal that was leaking from the last time they fixed our jeep they put in a new engine and fixed the transmission as we assumed they did fix the re[airs on the transmissionWe did not pay the deductible this last time I will forward pictures of the receipts we have from previous deductibles that we paidIt is not a problem to fix our Jeep but it has been and still is having the Same problemswe just got our jeep back a couple weeks ago and needs to go back again for bucking and not shifting right to it is a frustrating situation because we do work hard have kids pay a-lot of money a month for this vehicle and it is in the shop every few monthsIn the last year we have had multiple rentals while paying our monthly car paymentwe have driven the rentals more often then the car we purchasedour next choice is to take our jeep to a independent certified auto shop that will go through the entire motor of our jeep with our paper work and make a list of what supposedly was repaired and what needs to also be repaired. we will be waiting to hear your decision on this very important matter. *** ***
*** ***

Revdex.com: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.The sales contract had been breached when the seller (Dealer) could not fulfill the terms of the saleThe responsible and legal remedy is to nullify the contract, return the $10,down payment to the customer, and return the vehicle to the dealer The dealer's refusal to nullify the contract will force me to pay a lawyer an unrecoverable amount to represent me in State Supreme court and have a judgement rendered by the court Regards,*** ***

Phone response - please provide copies of the receipts for deductibles paid, and I can get those reimbursed for you

Fr: Towne Chrysler Dodge Jeep Ram Re: Complaint ID [redacted] The Customer Mr. [redacted] came to our dealership with interest in buying a 2015 Ram 1500 Diesel pick up.He was met and worked with our sales person Blaine. Blaine assisted in finding a vehicle to meet Mr.[redacted] needs and then...

proceeded to present and come to agreement on terms to purchase the desired vehicle. At no point during this process was there any mention or understanding that the deal for the purchase of the vehicle was contingent on getting a Lifetime warranty also. After paperwork was completed and a deposit was received and receipted from Mr. [redacted], Blaine then introduced him to Cliff [redacted] our Business manager. Cliff proceeded to explain and present the warranty options to Mr. [redacted].During this time Cliff recognized the vehicle as being a Ram 1500 but did not notice that it was a diesel. Hence he presented options to Mr. [redacted] that consequently were only available on Gas not Diesel engines. Yes this a mistake and oversight on Cliff's behalf. However out of the approx. one hundred Ram 1500's we sold last year only about 2 or 3 were the 1500 diesels. And only after we submitted the warranty application to Chrysler did we find out the lifetime warranty Mr. [redacted] selected was not eligible on this truck. While we do make every effort to present warranty options that are available to the consumer we are essentially presenting and submitting a warranty application, the final acceptance and consummation of the application into a contract requires final submission and approval by Chrysler.Since then we have presented a couple different options to compensate Mr. [redacted] for the misunderstanding and situation. The best one being to refund him completely 100% for the cost of the lifetime warranty he wished to purchase and provide him with a 100,000 mile maximum care warranty(approx. $1700 value) at no charge. While I understand his concern and frustration we are not in the position to take the vehicle back. He had come to terms and agreed to buy the vehicle from us and gave us a deposit to complete agreement before he met with Cliff and found out about the warranty options. We then went out and purchased this vehicle from another Chrysler dealer for him based on this agreement.Thanks for your time and consideration Sincerely Jim [redacted] General Manager Towne Chrysler

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, although I am not pleased that my altered review...

is STILL posted.  I am VERY satisfied with the efforts of the Revdex.com.  Thank you.
Regards, [redacted]

In regards to the latest letter dated December 10, 2015.Please find the NYS inspection proof included with this letter. I believe other than personal comments that is the only statement pertaining to [redacted] case. Everything else seemed to be insults directed at myself and our business. Alsoplease note the date of inspection and the date this action started.Sincerely Anthony D[redacted]General ManagerTowne Automotive Group3525 Southwestern BlvdOrchard Park, NY 14127[redacted]@towneauto.com

Revdex.com Complaint# [redacted]In reference to [redacted]
[redacted]Dear [redacted],[redacted]
[redacted]My name is Tony [redacted] and I'm the Corporate General Manager of the Towne Automotive Group. Because of my concern for our customers and business image I personally...

take the time to resolve any complaint that is filed through the Revdex.com. Below is the response from the manager of our Towne Mini Facility on [redacted] in [redacted]. Mini is one of our 14 franchises. For the record this is the first complaint that I can remember against our Mini dealership. See notes below they are very simple and easy to understand. The note attached to your letter states the owner of this vehicle would like a trade in allowance to match what she owes on this vehicle. That formula would be something that would require our Mini Store Manager Mike [redacted] to compute. Rarely is the loan amount tied to actual cash value,the vehicle has to stand on it's own with the loan notwithstanding. We will be as liberal as possible with a trade allowance. We also feel the [redacted] was inconvenienced although we always provided her alternate transportation, and things can go wrong with an older used vehicle. With that said we will take her being inconvenienced into consideration with what her trade would be appraised for. I've attached the warranty declination forms [redacted] signed for your review.We would be very happy to trade [redacted] out of the vehicle she owns and I personally believe we have been completely fair with her.  Had we performed a faulty repair I may feel differently but as you can see everything we fixed was unrelated. We certainly would like to make things as comfortable as possible for our client.R. Anthony [redacted]General Manager Towne Automotive Group[redacted]
[redacted]Here are the details:The customer had an engine light come on soon after they purchased the car, and it took us two tries to figure it out completely.The customer declined an extended warranty at the time of delivery, the car was out factory coverage at that time. Here Is a record of all service since they bought the car:06/14/16 50,092 Miles: Engine light (injectors) Good will, no charge to customer 06/17/16 50,130 Miles: Engine light (programming) Internal, no charge to customer 12/30/16 58,411 Miles: Engine light (coil) Customer pay portion $195.41 02/20/17 60,456 Miles: Engine light (Fuel Pump) warranty repair, no charge to customer As far as I am concerned this is a good car, that we have been servicing since it was new. The car has a good history ( mentioned this to the client and that is what I am guessing they felt was condescending) and the problems since they bought it where unrelated to each other, and they resulted in little to no expense.If the customer would like to trade which I offered) we will make it as palatable to them as possible. If they do not trade, they are driving a car out of warranty that has cost them $195 in over 10,000 miles. I think that is a terrific track record. Mike

Thank-you for your patience in waiting for this response.  It took quite a bit of time to review the repair documents and to speak with the parties involved in the repair.  This Jeep was purchased at the Ford store, but the repairs have been completed at our Jeep store.When the vehicle was...

sold in July of 2015, the customers purchased a Ford sponsored service contract.  The contract cost was $1,200, and it was for 2 years and 24,000 miles of coverage.  In the past year the vehicle has had an abnormally high incident of repairs.  In fact, during that time, Ford ESP has spent $11,420 in warranty repairs, Towne Ford has paid Towne Chrysler more than $2,000 in policy work, and Towne Chrysler has spent $650 in warranty deductibles that the customer did not pay.  During each of the repairs, the customers were provided alternative transportation at no cost.In speaking with the people at our Jeep store, they believe a certain amount of the customer’s frustration could be justified because of the number of repairs and the time it took to complete the repairs.  However, they, and I, believe the customers have lost sight of the efforts made to accommodate them and the cost we have absorbed in doing so.  The Service Contract that was purchased has a $200 deductible for each service visit.  It is my belief that they have not paid the deductible for any visit.  We have made numerous repairs to components that are not covered by the service contract.  We have not asked the customer to participate in those repairs.It is my belief that we have more than lived up to our terms of the sale and the terms of the Service Contract.  Refunding the customer’s payments is not an option at this time.  If the customers want to trade out of the vehicle, we would be glad to assist them in doing so.  Also, if they continue their ownership of the Jeep, I will inform our Jeep store that the Ford store will absorb any deductibles that would normally be charged, if other covered repairs need to be made, as long as the service contact is still in effect.  If you have any questions please e-mail me, or call me at [redacted].Thank-youTony [redacted]