Valley Cadillac, Saab, BMW

Review: I purchased a GAP contract for my vehicle I have been trying to get a refund on this as I have traded the vehicle and was told I would get a refund. Over one month later they won't call me back, I have sent my information 5 timea included hand deliver to the manager that was going to handle it. Please help me resolve this they won't refund even though they are supposed to.Desired Settlement: They should prorate my refund based off of my trade date.

Review: I dropped my 1998 Toyota Camry off to Valley Cadillac's Collision Center on Tuesday September 23rd for repair. This was the only auto repair shop within a hundred miles on the approved list for my insurance company. I was promised my car back in eight to nine business days. Their have been numerous delays which I am not upset about. What I have a huge problem with is their lack of communication with me. I called them between 3:00-4:00 pm. on October 9th to see if my car would be ready the next day as promised. I was told about another delay in procuring parts. When I asked when my car would be ready I was then promised my car on Oct. 17th. No one called me on October 16th so I called Valley Cadillac Collision at 8:26 am. on the morning of October 17th to see if I could pick up my camry that afternoon. No one could tell me anything. I also told [redacted] that I would not be unavailable until after 3:00pm. that day due to being in training starting at 8:30 that morning. I then found myself unavailable due to work obligations the rest of the day. Why the lack of concern for me as the customer and not keeping me updated? Why have I had to call them each time to find out about the delays? How many minutes does it take to dial the telephone and leave me a message? This is extremely poor customer service. Considering what happened when I took my camry there for the initial assessment my trepidation about this company has been confirmed yet again. If they are doing this to me how many other customers have they treated this poorly? I don't care how good their body work on cars is-- the lack of caring for me as a customer has totally turned me off. I wouldn't take a car there again. I wouldn't buy a car there and I certainly wouldn't recommend them to anyone just because of their lack of communicating with me about my car. Acts or the lack their of speak louder than words.Desired Settlement: I am not sure at this point. The treatment I have received has made me so very angry that I haven't even considered how to have resolution on this and keep them from doing this to others. Just having to relive all of this again as I register this complaint has me fuming yet again. What would you suggest?

Business

Response:

The customer dropped off her 1998 Toyota at our collision center on 9/23/14. There were

numerous delays with the repairs due to the fact that her automobile was originally declared

totaled by her insurance company. Our understanding was that the customer and her insurance

company decided to repair the vehicle instead. This created delays in ordering parts and delays in

supplements. The customer said she has no problem with those delays.

[redacted] took over managing the collision center on October 16th. He was unavailable with

a previous scheduled training program. Our records indicate that he did contact the customer on

October 17th to offer her a loaner vehicle until her vehicle was ready. She declined the offer.

Along with new management better systems are in place. My understanding is that the customer

came by the collision center recently and met with Mr. [redacted] and all of her concerns

addressed at that time.

Should you have any questions, you may contact me at ###-###-####

Cordially,

[redacted]

VALLEY CADILLAC,INC.

President

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not accept their response. They have not addressed the issues over repeatedly not contacting me every time their was a new delay. This is unacceptable behavior that I had to call them each time for an update about my car. As I have said before how many minutes does it take to call and leave a message about a further delay and that I will not be able to pick up my car again on the date promised. This is total disregard for the customer. Their customer service stinks.

Regards,

Review: I have two main issues with Valley BMW. The first is refusal to fix an issue on the vehicle I purchased. Before paying for the vehicle I noticed an issue with turn signal not working properly. When I went to pay I addressed the salesmen and sales manager about the issue. I was told by the manager that the issue could be caused by the heavy rain we were having that day. - I didn't find that to be a satisfactory answer because if that was the cause would mean there was much larger issue with car leaking. So I asked if the problem continues could I bring the car back for them to fix it. They said that would be fine. After about a week the signal randomly started to mess up again. I emailed the salesmen, and responded that the issue is not covered under the warranty so I would have to pay to have it fixed now. I emailed in back what he said the day I bought the vehicle and he said I was right and he would talk with the sales manager about it. It has now been over a week and neither the salesmen or manager have contacted me about the issue.

I purchased a vehicle from Valley BMW and only received one key at the time of purchase because the second could not be found. I was told the that next day when I came back to bring the check for the vehicle they would have the key. When I arrived they still had not the found they key. The salesmen told me that he would have them look and get it to me shortly. I didn't have a issue with that. However, after two weeks I still had not received the key and had not heard from the sales manager. I emailed him and asked the status of the key. He said that they had found it and would get it to me. Finally after more than a week since he told me they had found the key, it finally came in the mail. To my surprise to receive the key I had to pay for the postage. They failed to give me the key twice, then charged me to mail it to me.Desired Settlement: I would like them to fix the issues like the said they would before I purchased the car.

I want them to refund me for the postage. They were the ones who misplaced the key and should have to pay the postage.

Business

Response:

I was totally surprised by this customer's complaint. The salesman and Sales Manager

did not present this problem to me. We could have resolved this problem before the

customer contacted the Revdex.com. Valley Cadillac, Inc, does not treat our customers this

way.

I have been in phone contact with the customer. On Wednesday, June 11,2014 we have

arranged to take a vehicle to his residence for his use and we are going to pick up his

vehicle to be diagnosed and repaired. Once his vehicle is repaired we will arrange to

have it taken back to him.

We appreciate the customer bringing this matter to our attention.

Cordially,

VALLEY CADILLAC,INC [redacted]

Consumer

Response:

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

Business picked up the car and fixed the problems.

Regards,

Review: I purchased a 2013 BMW 328XI 4 DR Sedan in cash for $35,000 on June 18, 2014 from Valley BMW in Roanoke, Virginia. This vehicle was represented by the dealer's online sales advertisement to be a certified pre-owned (CPO) vehicle. I have a hardcopy of this advertisement indicating such. After the purchase was made, I contacted the salesman who sold me the car, [redacted], to ask why my coverage wasn't a 6 yr/100,000 mile warranty which comes with all BMW CPO vehicles. [redacted] responded in writing by email stating, "the vehicle you purchased was not a CPO car." I immediately felt cheated and lied to since the dealer's own website and advertisement stated the car was a CPO vehicle. My distrust became even greater when I realized the brake rotors were warped and the vehicle I purchased had qualified for a recall to fix a problem with the brakes-- yet no one at BMW can tell me if my car was included in that recall: BMW of North America LLC (BMW) is recalling certain model year 2012-2014 320i, 328i, 320i xDrive, and 328i xDrive sedans. Due to insufficient lubrication, the vacuum pump that supplies brake power assistance may fail. Consequences: A failure of the brake vacuum pump results in a reduction in braking power that could increase the risk of a crash. I called [redacted] to ask if my car had been included in this recall and, if so, if it had been properly repaired. [redacted] could not access information about previous recalls for my vehicle and could not tell me if my car was in need of repair. I called Valley BMW service department and the technician could not give me any information about whether my vehicle had been a part of the recall. He did, however, inform me that three recent recall services had been performed on the car; yet, these repairs were not disclosed to me before or on the date of purchase. I do not have confidence in the car I bought or in the integrity of this dealership. I do not feel safe driving this car nor do I trust its reliability. The false misrepresentation made by the dealer regarding the CPO status of the vehicle in addition to the dealer being unable to tell me if my vehicle had been part of the brake recall and warped brake rotors led me to file this complaint.Desired Settlement: I would like Valley BMW to purchase the vehicle back minus mileage charges incurred at $.15/mile.

Business

Response:

The customer came into our facility and purchased a 2013 BMW 328XI on June 18, 2014. This 328XI was not a certified pre-owned vehicle.

Please note that this customer had been to our facility previously and looked at a CPO BMW but did not purchase it.

She then returned with her father and purchased a vehicle without a ÇPO warranty. We have enclosed s copy of the Buyers guide that specifies the warranty provided on this used vehicle at the time of purchase which she signed.

I can assure you Valley Cadillac BMW would not knowingly misrepresent a vehicle warranty. Warranty is always discussed when selling a vehicle and the customer signs the Buyers Guide to confirm.

I do not know who at BMW this customer talked with concerning recalls, but we accessed the "Warranty Vehicle Inquiry" and the vacuum pump has already been taken care of on this BMW. There are no other recalls on this BMW at this time.

If I can be of further assistance, please let me know,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satisfied nor do I accept the business's response because there was no offer made to resolve my complaint. I am attaching a copy of the advertisement for the vehicle I purchased stating it is a CPO (certified pre-owned) vehicle. This listing for the car was printed on 6/14/14- just four days before I purchased the car. The business stated that I had looked at a different CPO vehicle earlier in the week which I did not purchase. That is correct. I believed, based on the advertisement, that the car I purchased was also a CPO vehicle. I would not have purchased the car if I had known it was not a certified pre-owned car. I drove 2.5 hrs to buy my car from this dealer because I believed they were honest and I trusted them. I also had confidence in the used car I decided to purchase because it had the CPO warranty. This was the first car I have bought by myself and to have been misled in its representation is unjust and disheartening. The fact that the business made no offer to resolve my complaint of CPO misrepresentation nor made any mention of the vehicle's warped brake rotors leads me to seek resolution through the Revdex.com and pursue legal action if necessary.

Best Regards,

Business

Response:

We have reviewed the copy of the advertisement the customer sent you. This

advertisement came from the [redacted].com website. Please note that "Certified Pre-

Owned is nowhere to be found on her advertisement. If she is talking about the BMW

CPO on the top left hand side that is just a header and appears on all used vehicles on this

website. It does not mean the vehicle is *'Certified."

I have sent a copy of her advertisement back along with a copy of an advertisement from

the same website showing the difference. If a vehicle is "Certified Pre-Owned" it will

appear on the right side of the page under the price. Her ad does not have that

designation.

I would like to reiterate the fact that she was told several times at the time of purchase, in

front of her father, that the vehicle she purchased was not Certified.

Please let me know if I can be of further assistance.

VALLEY CADILLAC, INC, [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.

Please see the attached letter from my father, [redacted].

Regards,

Review: I took my car to bmw to be repaired in December of 2006 to Valley Bmw. It was there for 3 almost 4 months to fix a bumper and other parts. All the while I was in a rental car. I got my car back and the bumper was not on the car properly. It was the shottiest repair work I have ever seen. BMW refused to fix the bumper properly on my car. I finally go the insurance company to convince them to properly repair the bumper of the vehicle. however when I took my car to have this done, the shop kept my car for four days while I paid for a rental car and did nothing to it. they didn't call me nothing. when I went to pick up my car the guy said look it can't be adjusted. I said why didn't you call me to tell me you were not going to fix this while I was paying for a rental car. He said idk. I then took my car to another shiop to get looked at. They said bmw did not align the bumper properly and didn't attach it to the bracket. he said the bracket may have been damaged and they didn't want to fix it. Now im out the four days for the rental car and my bumper is not fixed right. I have to now go to another shop which the insurance may not cover the work since bmw was the original shop and they got the money to do the repairs and the rental car and never fixed it.Desired Settlement: I want bmw valley to fix the bumper and pay for the rental car during the time it takes since they cost me a rental car in the beginning trying to get it fixed properly the second time. I am so upset about this . They should not be in business if they cannot fix repairs with quality work .

Consumer

Response:

Took the car in December 2013 and they had it until February 2014.

Business

Response:

First of all the customer did not own the automobìle in December of 2006. The work

order for collision repairs was opened on January 6,2014. It was closed on February 7,

2014. The custorner picked up the vehicle on this date and also picked up a settlement

check for no further work or supplements from the insurance company. This was a four

(4) week repair, not 3 to 4 months as indicated in the customer's complaint.

On February 19, 2014 she came to our facility to discuss the bumper alignment, a wheel

alignment, a noise and a smell. We called the adjuster at the insurance company and he

told us they had cashed her out and had no further obligation unless we could prove

additional damage.

On April 4th we were contacted by the insurance company to get in touch with her to

address her concerns. On April 7, 2014 we finally got in touch with the customer to

schedule an appointment. An appointment was made for April 17th, but she never came

in for this appointment, We set up another appointment for June 3rd and again she did not

come in.

Finally on July 9th the customer dropped her vehicle off at 5:00pm. She had asked that

we check the wheel alignment, a smell, and the bumper cover. (No mention of a noise

anymore)

On July 14th the customer came to pick up her vehicle. Even after seeing the alignment

print out the customer did not believe the results. We explained the pull on the alignment

that she was feeling was due to the wear on the tires. Her tires needed to be replaced and

the customer refused this repair. The insurance company said it was normal wear and

tear and had nothing to do with the accident. The bumper cover fits the way it fits due to

its design and could not be adjusted anymore. The customer provided pictures of a

bumper, but they were from another year vehicle. We explained different years fit

differently. The exhaust smell was not duplicated on the test drive at this time.

In short, we can not fix what is not repairable on a twelve (12) year old automobile. The

wheel alignment was correct. The bumper fit is what is possible with the parts that are

supplied to us, and as I stated before no smell was ever detected.

I do not feel that Valley Cadillac owes anything to this customer since she can not

substantiate any of her claims.

If I can be of further assistance, please let me know. I can be reached at ###-###-####.

Cordially,

VALLEY CADILLAC, INC.[redacted]

President

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I made multiple attempt to take my car to be repaired correctly. I made multiple contacts with the manager. excuses such as new person being hired, or the insurance won't cover it etc were given.

The insurance gave me a check for ordering new suspension parts. that is all the check was for. And it has been notated on the check and as per discussion with mrs [redacted] with [redacted]. this is an excuse from the dealership to not repair the car correctly.

Regardless of age of vehicle when someone takes their car to be repaired they expect it to look like it did before it got hit, especialiy considering the prestine condition of the vehicle I own. It has been only driven 10,000 miles a year since 2003 when it was sold.

I have taken the vechicle to another shop that also stated that BMW did not put the bumper on correctly and the plate needed to be adjusted. Also, the brakes and tires were replaced and the alignment and brake light still remain on due to a damaged sensor when being hit by the other vehicle as this appeared right after my car was hit.

The excuses the shop gave for not reparing my vehicle are just that exscuses to not complete the work they were paid for.

[redacted] paid them a total of around 2500 for all repairs. IF the shop does not want to complete the repairs correctly reimburse me and I will have the other shop complete them.

Also they owe me for four days of having my vehicle there saying they were going to fix it and I paid for a rental vehicle and when I hgot there to pick up my car they had said they weren't going to touch the car. So I wasted a rental vehicle and my time. for nothing.

This entire experience has been a pure bit of mental aguish from the shop not doing their job and communicating with the insurance company properly to not completing repairs, costing me a rental vehicle, and also sent my car to another shop without my permission.

So yes they need to correct this.

Thank you

Business

Response:

We made every effort to get this customer to come in for appointments to address her concerns on the

bumper cover, wheel alignment and odor. We can not make any customer show up for an appointment. As

I have stated before, she finally came in on July 9th. Our company never cancelled any appointments to try

to help this customer. This customer took five (5) months to return to us.

If there is another shop that disagrees with our workmanship I think we should be able to address this and

see what they have to say. Surely there would be a written estimate.

This is the first time there has been any mention of a brake light now. There was a brake light on when the

car was here on January 9th, We sent it for diagnostics and the car recorded that this light came on before

the accident. We forwarded that information to the insurance company and they declined brake work due

to normal wear and tear. The customer states there is a light on now. She states that she has had her brakes

replaced. She should return to whoever repaired her brakes. We did not repair her brakes. I do not

understand why we did not see a brake light on in July. They do not go off by themselves.

I can not help it that the customer does not want to believe the alignment print out. Like I said we

recommended tires and an alignment in August 2013 and she declined. In July 2014 we still said the same

thing.

These decisions to do extra work to a customer's vehicle are made by the insurance company. I suggest

this new body shop estimate be sent to the insurance company for their decision. We do not tell them what

to do - they tell us what to do when they are paying the bills.

The bumper cover was done correctly and in comparison with the same year vehicle and model it is very

clear.

Should you have any questions, please contact me at ###-###-####

Cordially,

VALLEY CADILLAC,INC.[redacted]

President

Review: I brought my 2007 Saab 9-3 vehicle to their dealership for service on several (at least 4 separate times over several months for the same issue) occasions, for the same issue,spending over $2000.00 on services performed by the dealership and external recommendations given by their service manager. On the last visit I was told that I needed to spend an additional $2100 to fix the issue. At that time I said, no thank you and brought the vehicle down the road to a small repair shop. This repair shop had the issue diagnosed correctly within 4 hours and repaired in less than a week and I haven't had an issue again with it.I feel, by either lack of knowledge/skill or trying to get all the money they can from me, that Valley Cadillac and Saab took 100% advantage of me. I have spoken several time now to the Owner, Danny O. and he is unwilling to refund the wasted money I spent with his dealership. I am asking for all funds directly related to the repairs be fully refunded, totaling $2000.00.Desired Settlement: Considering all the trouble I have been through, the numerous times I had to travel to his dealership (40 miles one way from my house). I am asking for a refund of $2000.00 dollars. This is the total for all services and recommended purchases externally, (ex. New Fuel Injectors, $600.00, Multiple cans of valve cleaner, Etc).Thank you,[redacted]

Business

Response:

Starting on November 2, 2010 Mr. [redacted] brought his 2007 Saab into our Service department with theengine running rough when cold. He continued to bring it through February 18. 2013. During this timespan he had quite a few repairs not related to the above including oil changes. state inspection, key fobs, airfilter replacement, rear end noise, check front brakes, steering wheel lock repair, and cup holderreplacement. The total of the charges that pertain to the engine running rough only amounted to $802,74including tax, We have enclosed all documentation.Danny O'Dell tried to work with him on this situation. He even made an appointment on March 11, 2013and the customer did not show up. Mr. [redacted] talked to him last week and told Mr. O'Dell that all hewanted was to be reimbursed for the 4 injectors that we recommended replacing in his Saab. This totaled$619.52, The customer sent us a copy of the invoice where he purchased the 4 injectors. When we tried toreimburse him the money along with an agreement that this would settle the issue he refused. He thenasked for $2000,00 which he did not spend on the repair with us.Our documentation supports the fact that the customer only spent $802,74 on the repairs relating to theengine running rough. Included in that amount we replaced the spark plugs and 1 injector and an o ring.The spark plugs were fouled the first time and wet with gas the second time. The #4 injector we replacedwas leaking down. We did recommend that he replace the other 3 injectors. He purchased the injectorsfrom someone else. In fact he purchased all 4 which was not necessary. We agreed to pay for all 4injectors he purchased elsewhere, even though we had already replaced one.There is not $1000.00 worth of repairs for this problem. I think the offer we made in the amount of$619,52 for the injectors is more than fair.Should you have any questions, please feel free to call me. I can be reached at ###-###-####.Cordially,VALLEY CADILLAC, INC.Karen M. O'DellPresident

Consumer

Response:

The majority of the work performed at the dealer was related to the overall issue, oil changes, etc etc. I have asked for copies of all the work/invoices they have to compare them against what I have. This was requested from them several months ago, I was told they would send them to my home address, to date I have not received anything. I am willing to settle this case for $1000.00 as originally stated to Valley Cadillac. I also have reached out to the President, Karen ODell (left voice message) to see if she is willing to resolve this. Regards,[redacted]

Business

Response:

Mr. [redacted] and I had a very open minded conversation pertaining to a settlement on June 10, 2013. I told him to give me a few days and I would get back to him. On June 12th I phoned Mr. [redacted] and we both agreed on a settlement of $1000.00. On the same day, June 12, 2013, he came by Valley Cadillac Saab and signed a settlement agreement releasing Valley Cadillac T/A Valley Saab of any further disputes regarding his 2007 Saab. At that time my Comptroller released a check to him personally in the amount of $1000.00. I feel we have come to an agreement and this dispute has been resolved. Should you have any questions, please feel free to call. VALLEY CADILLAC, INC. Karen M. O'Dell President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]