Thank you for bringing these concerns to our attentionBefore May 5, 2017, Ms [redacted] has not been to our dealership since January 20, We did not perform any repairs on her vehicle at that timeThe most recent repair order was to perform a recall on her transmission turbine shaftWhile Ms [redacted] had her vehicle in our service department, we let her know that the check engine light was on and that her engine was running roughMs [redacted] declined any investigation into her check engine light, stating that she already knew why it was onAs she stated in her original complaint, her vehicle would not crankAs a goodwill measure, we investigated what codes the computer was showing to find out what was causing the problemsWe discovered that there was a significant leak in her car that was dripping onto her ignition coilThe ignition coil had to be replaced before the engine would crank again, but the leak needs to be repaired before the vehicle is fully functionalWe explained this to Ms [redacted] We also replaced the ignition coil as another goodwill measure to Ms [redacted] .Again, we appreciate the opportunity to address Ms [redacted] 's concernsHowever, we feel that we have acted in goodwill and faith to satisfy all of Ms [redacted] 's issuesEven though the recall work we performed on her vehicle would have not caused the issues that prevented her vehicle from cranking, we wanted to help Ms [redacted] by diagnosing the vehicle's problems and replacing her ignition coilMs [redacted] will need to have the leak repaired at her convenience if she wants to prevent her ignition coil from going out again.Best Regards,Josie D***Customer RelationsVann York Auto Group
Initial Business Response / [redacted] (1000, 10, 2016/03/15) */ Contact Name and Title: Yvonne S [redacted] CRD Contact Phone: [redacted] Contact Email: [redacted] @vannyorkauto.com March 15, Revdex.com of Central North Carolina Re: [redacted] Case# [redacted] RevDex.com, Thank you for bringing Mr [redacted] concerns to my attention Mr [redacted] brought his Ford Edge in for repairs on February 17, We performed a repair and refinish on his rear bumperThe cost of these repairs were $Upon pickup of the vehicle Mr [redacted] stated his instrument cluster was not workingThe instrument cluster is behind the dashboard and the steering wheel of the carSince we only worked on the rear bumper, doing minor repairs, we could not be responsible for mechanical failure on the front of the carHowever, we did keep Mr [redacted] in a loaner and took his car to separate repair facilities which both said the instrument cluster failed and it was mechanical, not related to our repairsWe spent $to have these diagnosises performed at no cost to Mr [redacted] We also called Mr***'s insurance company to perform an inspectionHe too agreed the mechanical failure had nothing to do with our repairs Mr [redacted] had his repaired at a Ford dealershipIt was covered under warrantyMr [redacted] has bought vehicles from Vann YorkAs a goodwill gesture, we agreed to pay his $deductible to keep his as a loyal Vann York customer If any further information is needed, please contact me at # [redacted] Regards, Yvonne S [redacted] Customer Relations Director Vann York Auto Group [redacted] @vannyorkauto.com
Thank you for bringing Mr [redacted] 's concerns to our attention On December 19, Mr [redacted] bought the Tahoe with 257,miles on it This vehicle came with a day, 1,mile warranty In April 2017, Mr [redacted] informed his salesperson that the vehicle quit running Unfortunately, Mr [redacted] was out of warranty by months and 1,miles We did tell Mr [redacted] that he could have the vehicle towed to the dealership and would would diagnosis it at not charge, however the repairs would have to be paid by him not Vann York.I have attached a copy of the CarFax report on this vehicle It does show that the vehicle had only one prior owner Prior to Mr [redacted] 's purchase, we did do a complete inspection of the Tahoe before it was put on the lot The engine was checked, tires and brakes were replaced along with other maintenance items such as an oil change, etc Unfortunately, we are not able to pay for Mr [redacted] 's repairs.Thank you for your information
Thank you for contacting us regarding [redacted] ’s Honda Accord.When this Accord was first brought into our service department, there were several inches water in the bottom of this vehicle with no obvious signs of where or how the water entered Unfortunately, after the vehicle was completely dried out, we found that the SRS Control Unit was damaged due to the waterAs you will see in the attached letter we’ve sent to [redacted] , we thoroughly tested this vehicle to attempt to discover an issueWe were unable to duplicate any leak with either heavy rain or spraying high-pressure water onto the exterior of the vehicleWe also spent innumerable hours working to dry this vehicle out[redacted] Cobecome involved and we worked with them to further investigateThey agreed with our findings of nothing being wrong with the vehicleThere are no damages or defects that would have allowed falling rain to enter this vehicle.Our staff at Vann York Honda has communicated with the [redacted] s as clearly and effectively as possibleWe hope this response brings further clarificationWe have acted in good will and faith to assist with this vehicleThe Accord is still at our dealership We are awaiting further authorization from the [redacted] ’s in regard to repairing the SRS Control Unit and further diagnostics that may be needed.Thank you for your attention to this matter.Attachments
Thank you for bringing these concerns to our attentionSince this complaint was posted, Ms [redacted] has been in our dealershipOne of our used car managers, Will T [redacted] , worked with Ms [redacted] in order to explain everything more clearly and make sure all of her questions were answeredTo our knowledge, Ms***'s concerns were addressed fully when she was last in our dealershipAgain, thank you for your attention in this matter
I am rejecting this response because:
I have reviewed their response to my complaintTheir literally liars I was never offered none of the said offers they have mentioned in their responseI can assure Van York I will never do any kind of business with their shady operations in the future, as well as I will tell as many people going forward how big of Liars and crooks they really arePlease know I am in no way satisfied with their response, as well as their less than truthful responseI have no reason to lie I'm the victim here ! They are the cowards whom have cheated meIn no way mark this complaint as resolvedI'm not sure how they could sleep at night*** ** ***
Thank you for your attention in this matter.Mr*** first inquired to our dealership on August 16, about a specific Honda Civic modelUnfortunately, we did not have a Civic with all of the features Mr*** was looking for at our locationWe did a dealer trade with *** *** in
Virginia in order to acquire the Civic for Mr***As per our dealer trade policy, we either ask for a deposit or a signed contractWe accepted a $deposit from Mr*** in order to obtain the vehicle for him.When Mr*** came in to sign paperwork, it was late in the evening after our office staff had left for the dayDue to our stringent privacy policies, we keep all paperwork locked in our business office and are unable to access it after hoursFor this reason we were unable to provide him with any dealer trade paperworkI have included map information showing the mileage from Vann York Honda to *** *** which reflects the current miles on the vehicleI’ve also included the Certificate of Origin from *** *** showing miles on the vehicle and the dealer trade documents from both Vann York Honda and *** ***.Mr*** left our dealership that night giving us the impression that he was coming back the next day to finalize paperwork and view the above mentioned documentsHe suggested at the time that he didn’t want a vehicle with that many miles and offered to let us keep the $deposit if he decided to buy elsewhereThe next day, our salesman received a text from Mr*** informing us that he would not be coming in to purchase the CivicMr*** has not communicated with anyone at our dealership since.While Vann York Honda has acted in goodwill and faith to Mr***, we can understand that he wanted a vehicle with fewer miles than the one we were offeringUpon Mr***’s online reviews and complaint to your organization, we have attempted to contact him directly with no responseAlthough we accept deposits in order to protect ourselves from a loss should a customer change their mind at the very end, we work diligently to give our customers the best experience possibleHad Mr*** contacted our dealership to express his dissatisfaction, we would have gladly given his $deposit backAs it stands, he needs to contact me in order to move forward with the resolution to his concern. Again, thank you for your attention to this matter. Best Regards,Josie D***Customer RelationsVann York Auto Group*** ***
Thank you for your attention to this matter.We apologized to Mr*** for the inconvenience after realizing the paperwork was processed incorrectlyThere were some discrepancies between the way the NC DMV processes title work and such and the way it is processed in D.C.As soon as we learned of
the discrepancy, we worked hard to get the paperwork completed as soon as possibleWe also offered to cover the ***/taxi expenses for the incomplete paperworkWe are still waiting for the receipts in order to reimburse Mr*** and his daughter.We've since spoken to Mr***, and to our knowledge, he is pleased with the resolutionWe have acted in goodwill and faith in order to resolve all of Mr***'s complaints.Thank you again for giving us the opportunity to address Mr***'s concerns
Vann York Auto Group has attempted to contact Mr*** on several occasions through phone and email in order to resolve this issueWe have not heard back yet from Mr***The banking institution will not allow us to credit the account without the full information on his card, so Mr*** will
have to either come in for us to swipe his card or give us the information over the phoneEither way is perfectly fine with usEither Yvonne S*** or Josie D*** will be available when Mr*** is ready to complete the transactionAttached you will find a copy of the email sent to Mr*** from YvonneThank you for your assistance in this matter
I am rejecting this response because:
I purchased a brand new carBecause Vann York can't find how the car got flooded, they are forcing me to accept a car that was sold to me that way? How is this good business practicePlease note the date of the letter that was sent out to meI brought the car in on June 14th, On August 04th, was the first time I learned about the SRS lightHow can I accept a car that was built by Honda, sold by Honda to me brand new and roughly months later, it got floodedThe very company that built the car can't figure out why it got flooded and I, the consumer just have to accept a car that has water damage
June 14th, is the date of the incidentIt Was raining nonstop that day and nightWhen I got in my car Wednesday morning, the floorboard was dampenedAs soon as I put the car into drive gear and step on the gas, the floor was flooded with waterThe more I drive, the more the level of water
increasesI pulled the car over and dried the water out as much as I could then drove straight to Vann York for service My car is usually parked in the garage so the 13th and 14th was one of the few times that is parked in the drivewayI also own a Honda Accord that is parked right beside it, and it is completely driedMy Honda Accord has been at Vann York since June 14th, I've been there multiple times to check on the car and noticed that it is parked in the service drivewayOnly the floorboard was wet so they took the mats out and dried it in the sunThe seats were not affected at allInitially, I wanted for them to figure out where the water enters from so they can fix it to prevent it from happening againUnbeknownst to me is the airbag light and the car computer not responding They now claimed that it was communicated it to me, which is completely untrue
Initial Business Response /* (1000, 11, 2015/08/05) */
Case#XXXXXXXX
Revdex.com:
Thank you for bringing Ms***'s concerns to my attentionI have spoke to Ms*** on several occasionsWe sold Ms*** her vehicle in good faith
At the time of purchase Ms*** resided
in South Carolina which is where we registered the vehicleSouth Carolina would not issue a license plate to Ms*** do to the fact there was $in unpaid taxesPayment of these taxes were to be paid by Ms***
Ms*** then traveled to Arizona on her way to AlaskaI spoke to her again then and told her that Vann York was not responsible for her South Carolina taxes and I recommended she contact South Carolina for a resolution
Vann York apologizes for any inconvenience Ms*** experienced however we will no be responsible for a consumer's tax payments
Thank you
*** ***
Vann York Auto Group
***
***@vannyorkauto.com
Initial Business Response /* (1000, 6, 2015/08/05) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***@vannyorkauto.com
Case #XXXXXXXX
Revdex.com:
Thank you for your information regarding Mr*** ***We are currently in the
process of communication with Mr*** about the purchase of the Cadillac that was made from our Vann York General Motors Dealership
We hope to have this resolved within the next days
Thank you for bringing this to our attention
Regards,
*** ***
Vann York Auto Group
***
***@vannyorkauto.com
Initial Consumer Rebuttal /* (3000, 8, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is blatantly misleading! I have repeatedly called the business in an attempt to speak with ownershipI repeatedly have gotten they run around, and promises to call
BackOne day last week they insultingly proposed that I pay for wheels and tires, because it's been miscommunicationsWhen in fact fraud would be a better adjective! The mileage on
Vehicle was wrong, wheels were badly corroded and on June, I was promised a new set rims and tires among other
Things, and they were not deliveredThe general manager is
Unethical and continues to misrepresent, what I thought was a
Very reputable delealershipI won't this sale voided for fraud!
Final Business Response /* (4000, 12, 2015/09/08) */
Revdex.com:
Thank you for your information regarding Mr***
As a goodwill gesture, Vann York reversed the purchase made by Mr***This reversal was done with no charges or penalties assessed to Mr***
Based on this information, I would like to close this case
Thank you again for your assistance
Regards,
Yvonne S***
Customer Relations Director
Vann York Auto Group
***
***@vannyorkauto.com
Initial Business Response /* (1000, 11, 2015/08/05) */
Regarding Case #XXXXXXXX
This vehicle was sold as a Wholesale unit not a retail vehicleIt was sold to a vehicle wholesaler not a consumerWe sent Mr*** and his company pictures of the vehicle prior to him sending a driver to
North Carolina to pick it up
As a wholesale vehicleThis comes with no warranty and is sold to a wholesale business not a consumer
We believe we represented this vehicle accurately to include pictures prior to selling it the this wholesale company
Thank you for bringing this matter to our attention
Regards,
*** ***
Vann York Auto Group
***
***@vannyorkauto.com
Initial Business Response /* (1000, 11, 2016/04/07) */
Yes, We performed all work as requestedSome people can not be satisfied no matter what you doThis case has been turned over to our legal counsel and we will let a judge make the final decision
Initial Business Response /* (1000, 8, 2016/04/22) */
Contact Name and Title: Josie D[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@vannyorkauto.com
Ms. [redacted] brought her car in on 4/15/16 and had all of the issues with her car repaired. At this time, we are unaware of any further...
Initial Business Response /* (1000, 10, 2016/03/15) */
Contact Name and Title: Yvonne S[redacted] CRD
Contact Phone: [redacted]
Contact Email: [redacted]@vannyorkauto.com
March 15, 2016
Revdex.com of Central North Carolina
Re: [redacted]
Case# [redacted]
Better...
Business Bureau,
Thank you for bringing Mr. [redacted] concerns to my attention.
Mr. [redacted] brought his Ford Edge in for repairs on February 17, 2016. We performed a repair and refinish on his rear bumper. The cost of these repairs were $333.00. Upon pickup of the vehicle Mr. [redacted] stated his instrument cluster was not working. The instrument cluster is behind the dashboard and the steering wheel of the car. Since we only worked on the rear bumper, doing minor repairs, we could not be responsible for mechanical failure on the front of the car. However, we did keep Mr. [redacted] in a loaner and took his car to 2 separate repair facilities which both said the instrument cluster failed and it was mechanical, not related to our repairs. We spent $164.00 to have these diagnosises performed at no cost to Mr. [redacted]. We also called Mr. [redacted]'s insurance company to perform an inspection. He too agreed the mechanical failure had nothing to do with our repairs.
Mr. [redacted] had his repaired at a Ford dealership. It was covered under warranty. Mr. [redacted] has bought 3 vehicles from Vann York. As a goodwill gesture, we agreed to pay his $100.00 deductible to keep his as a loyal Vann York customer.
If any further information is needed, please contact me at #[redacted].
Regards,
Yvonne S[redacted]
Customer Relations Director
Vann York Auto Group
[redacted]@vannyorkauto.com
Thank you for bringing these concerns to our attention. Before May 5, 2017, Ms. [redacted] has not been to our dealership since January 20, 2014. We did not perform any repairs on her vehicle at that time. The most recent repair order was to perform a recall on her transmission turbine shaft. While Ms....
[redacted] had her vehicle in our service department, we let her know that the check engine light was on and that her engine was running rough. Ms. [redacted] declined any investigation into her check engine light, stating that she already knew why it was on. As she stated in her original complaint, her vehicle would not crank. As a goodwill measure, we investigated what codes the computer was showing to find out what was causing the problems. We discovered that there was a significant leak in her car that was dripping onto her ignition coil. The ignition coil had to be replaced before the engine would crank again, but the leak needs to be repaired before the vehicle is fully functional. We explained this to Ms. [redacted]. We also replaced the ignition coil as another goodwill measure to Ms. [redacted].Again, we appreciate the opportunity to address Ms. [redacted]'s concerns. However, we feel that we have acted in goodwill and faith to satisfy all of Ms. [redacted]'s issues. Even though the recall work we performed on her vehicle would have not caused the issues that prevented her vehicle from cranking, we wanted to help Ms. [redacted] by diagnosing the vehicle's problems and replacing her ignition coil. Ms. [redacted] will need to have the leak repaired at her convenience if she wants to prevent her ignition coil from going out again.Best Regards,Josie D[redacted]Customer RelationsVann York Auto Group
Initial Business Response /* (1000, 6, 2016/03/15) */
Contact Name and Title: Josie D[redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@vannyorkauto.com
Thank you for bringing Mr. [redacted]'s concerns to our attention.
Mr. [redacted] purchased his 2004 Volkswagen Jetta on October 8, 2015. At...
the time of purchase, the vehicle had 117,401 miles on it. Mr. [redacted] received a 30 day/1,200 mile powertrain only warranty at the time of purchase, which covers engine and transmission failure. He was also offered a range of extended warranty options to purchase, which he declined. We offer these warranties as a protection to all of our customers.
Two days after Mr. [redacted] purchased the Jetta, he came in complaining of the air conditioning not working properly. Even though it wasn't covered under the powertrain warranty, we fixed the air conditioning as a goodwill courtesy to Mr. [redacted]. It is now over 3 months since the purchase date, and 5,369 miles have been put on the vehicle. The repairs performed by [redacted] on the Jetta were all normal, wear and tear items. Maintenance items aren't covered in any of our warranty guidelines.
Based on the warranty guidelines that Mr. [redacted] agreed to at the time of purchase, we are not able to offer any assistance.
Initial Consumer Rebuttal /* (3000, 8, 2016/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They gave me false information at the time of purchase completely misrepresenting the condition of the vehicle and maintenance that we were assured was performed. Their response is skating around the issue of their blatant misrepresentation to a customer. Yes I oped out of additional warranties as I am disabled and could not afford them. I was verbally given a 3 month 3000 mile bumper to bumper warranty & as for fixing the air-conditioning they actually did nothing. They promised all maintenance was up to date and the work they did had a 12 month guarantee. We found they had lied the 100,000 mile maintenance had not been preformed & the work they had done on the vehicle was spotty at best as [redacted] had to repair everything they had done. This company is a sham and they took advantage of a customer and after researching them more I am not the first person as there are complaints all over the internet. I am in no way satisfied with their response and will pursue the matter in other venues. venues.
Final Business Response /* (4000, 13, 2016/03/29) */
[redacted]Document Attached[redacted]
The warranty that came with the 2004 Volkswagen Jetta purchased by [redacted] was a 30 day/1,200 mile from the date of purchase powertrain only warranty. Mr. [redacted] received a copy of this warranty at the time of purchase. Mr. [redacted] also signed a "We Owe" document stating that there was nothing left owed to him by Vann York Auto Group. We have not misrepresented ourselves or the vehicle that Mr. [redacted] purchased. As Mr. [redacted] stated himself, he received a carfax showing one owner and good service records. Mr. [redacted] purchased the vehicle with 117, 223 miles. All of the maintenance performed on the vehicle was listed on the carfax that Mr. [redacted] stated "had good service records." Furthermore, we did an evacuation and recharge on Mr. [redacted]'s air conditioning system, which put it back in working order. As also previously stated that was not an item covered under warranty, however we performed these repairs as a goodwill measure. It's unfortunate that Mr. [redacted] had several maintenance items that came due on his vehicle at one time (3 months after his purchase date); however Vann York Auto Group is not liable for these maintenance items. Therefore, we are unable to offer any assistance
Final Consumer Response /* (4200, 15, 2016/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have stated on now more than one occasion, Vann York representatives informed me in front of witnesses that all required maintenance had been preformed. This was proven to be a lie and if a lie is not misrepresenting yourself I don't know what is. We were also told that they had repaired the tire rods and CV boot only to find that the work was not properly preformed and had to be fixed. They also never fixed the air condition and had to send it to [redacted] where they lied again telling us they authorized a thorough inspection of the car to find any more problems. [redacted] was only told to fix the air conditioning. Their blatant lies needs to stop and they should be held accountable for cheating a customer.
Thank you for bringing these concerns to our attentionBefore May 5, 2017, Ms [redacted] has not been to our dealership since January 20, We did not perform any repairs on her vehicle at that timeThe most recent repair order was to perform a recall on her transmission turbine shaftWhile Ms [redacted] had her vehicle in our service department, we let her know that the check engine light was on and that her engine was running roughMs [redacted] declined any investigation into her check engine light, stating that she already knew why it was onAs she stated in her original complaint, her vehicle would not crankAs a goodwill measure, we investigated what codes the computer was showing to find out what was causing the problemsWe discovered that there was a significant leak in her car that was dripping onto her ignition coilThe ignition coil had to be replaced before the engine would crank again, but the leak needs to be repaired before the vehicle is fully functionalWe explained this to Ms [redacted] We also replaced the ignition coil as another goodwill measure to Ms [redacted] .Again, we appreciate the opportunity to address Ms [redacted] 's concernsHowever, we feel that we have acted in goodwill and faith to satisfy all of Ms [redacted] 's issuesEven though the recall work we performed on her vehicle would have not caused the issues that prevented her vehicle from cranking, we wanted to help Ms [redacted] by diagnosing the vehicle's problems and replacing her ignition coilMs [redacted] will need to have the leak repaired at her convenience if she wants to prevent her ignition coil from going out again.Best Regards,Josie D***Customer RelationsVann York Auto Group
Initial Business Response / [redacted] (1000, 10, 2016/03/15) */ Contact Name and Title: Yvonne S [redacted] CRD Contact Phone: [redacted] Contact Email: [redacted] @vannyorkauto.com March 15, Revdex.com of Central North Carolina Re: [redacted] Case# [redacted] RevDex.com, Thank you for bringing Mr [redacted] concerns to my attention Mr [redacted] brought his Ford Edge in for repairs on February 17, We performed a repair and refinish on his rear bumperThe cost of these repairs were $Upon pickup of the vehicle Mr [redacted] stated his instrument cluster was not workingThe instrument cluster is behind the dashboard and the steering wheel of the carSince we only worked on the rear bumper, doing minor repairs, we could not be responsible for mechanical failure on the front of the carHowever, we did keep Mr [redacted] in a loaner and took his car to separate repair facilities which both said the instrument cluster failed and it was mechanical, not related to our repairsWe spent $to have these diagnosises performed at no cost to Mr [redacted] We also called Mr***'s insurance company to perform an inspectionHe too agreed the mechanical failure had nothing to do with our repairs Mr [redacted] had his repaired at a Ford dealershipIt was covered under warrantyMr [redacted] has bought vehicles from Vann YorkAs a goodwill gesture, we agreed to pay his $deductible to keep his as a loyal Vann York customer If any further information is needed, please contact me at # [redacted] Regards, Yvonne S [redacted] Customer Relations Director Vann York Auto Group [redacted] @vannyorkauto.com
Thank you for bringing Mr [redacted] 's concerns to our attention On December 19, Mr [redacted] bought the Tahoe with 257,miles on it This vehicle came with a day, 1,mile warranty In April 2017, Mr [redacted] informed his salesperson that the vehicle quit running Unfortunately, Mr [redacted] was out of warranty by months and 1,miles We did tell Mr [redacted] that he could have the vehicle towed to the dealership and would would diagnosis it at not charge, however the repairs would have to be paid by him not Vann York.I have attached a copy of the CarFax report on this vehicle It does show that the vehicle had only one prior owner Prior to Mr [redacted] 's purchase, we did do a complete inspection of the Tahoe before it was put on the lot The engine was checked, tires and brakes were replaced along with other maintenance items such as an oil change, etc Unfortunately, we are not able to pay for Mr [redacted] 's repairs.Thank you for your information
Thank you for contacting us regarding [redacted] ’s Honda Accord.When this Accord was first brought into our service department, there were several inches water in the bottom of this vehicle with no obvious signs of where or how the water entered Unfortunately, after the vehicle was completely dried out, we found that the SRS Control Unit was damaged due to the waterAs you will see in the attached letter we’ve sent to [redacted] , we thoroughly tested this vehicle to attempt to discover an issueWe were unable to duplicate any leak with either heavy rain or spraying high-pressure water onto the exterior of the vehicleWe also spent innumerable hours working to dry this vehicle out[redacted] Cobecome involved and we worked with them to further investigateThey agreed with our findings of nothing being wrong with the vehicleThere are no damages or defects that would have allowed falling rain to enter this vehicle.Our staff at Vann York Honda has communicated with the [redacted] s as clearly and effectively as possibleWe hope this response brings further clarificationWe have acted in good will and faith to assist with this vehicleThe Accord is still at our dealership We are awaiting further authorization from the [redacted] ’s in regard to repairing the SRS Control Unit and further diagnostics that may be needed.Thank you for your attention to this matter.Attachments
Thank you for bringing these concerns to our attentionSince this complaint was posted, Ms [redacted] has been in our dealershipOne of our used car managers, Will T [redacted] , worked with Ms [redacted] in order to explain everything more clearly and make sure all of her questions were answeredTo our knowledge, Ms***'s concerns were addressed fully when she was last in our dealershipAgain, thank you for your attention in this matter
I am rejecting this response because:
I have reviewed their response to my complaintTheir literally liars I was never offered none of the said offers they have mentioned in their responseI can assure Van York I will never do any kind of business with their shady operations in the future, as well as I will tell as many people going forward how big of Liars and crooks they really arePlease know I am in no way satisfied with their response, as well as their less than truthful responseI have no reason to lie I'm the victim here ! They are the cowards whom have cheated meIn no way mark this complaint as resolvedI'm not sure how they could sleep at night*** ** ***
Thank you for your attention in this matter.Mr*** first inquired to our dealership on August 16, about a specific Honda Civic modelUnfortunately, we did not have a Civic with all of the features Mr*** was looking for at our locationWe did a dealer trade with *** *** in
Virginia in order to acquire the Civic for Mr***As per our dealer trade policy, we either ask for a deposit or a signed contractWe accepted a $deposit from Mr*** in order to obtain the vehicle for him.When Mr*** came in to sign paperwork, it was late in the evening after our office staff had left for the dayDue to our stringent privacy policies, we keep all paperwork locked in our business office and are unable to access it after hoursFor this reason we were unable to provide him with any dealer trade paperworkI have included map information showing the mileage from Vann York Honda to *** *** which reflects the current miles on the vehicleI’ve also included the Certificate of Origin from *** *** showing miles on the vehicle and the dealer trade documents from both Vann York Honda and *** ***.Mr*** left our dealership that night giving us the impression that he was coming back the next day to finalize paperwork and view the above mentioned documentsHe suggested at the time that he didn’t want a vehicle with that many miles and offered to let us keep the $deposit if he decided to buy elsewhereThe next day, our salesman received a text from Mr*** informing us that he would not be coming in to purchase the CivicMr*** has not communicated with anyone at our dealership since.While Vann York Honda has acted in goodwill and faith to Mr***, we can understand that he wanted a vehicle with fewer miles than the one we were offeringUpon Mr***’s online reviews and complaint to your organization, we have attempted to contact him directly with no responseAlthough we accept deposits in order to protect ourselves from a loss should a customer change their mind at the very end, we work diligently to give our customers the best experience possibleHad Mr*** contacted our dealership to express his dissatisfaction, we would have gladly given his $deposit backAs it stands, he needs to contact me in order to move forward with the resolution to his concern. Again, thank you for your attention to this matter. Best Regards,Josie D***Customer RelationsVann York Auto Group*** ***
Thank you for your attention to this matter.We apologized to Mr*** for the inconvenience after realizing the paperwork was processed incorrectlyThere were some discrepancies between the way the NC DMV processes title work and such and the way it is processed in D.C.As soon as we learned of
the discrepancy, we worked hard to get the paperwork completed as soon as possibleWe also offered to cover the ***/taxi expenses for the incomplete paperworkWe are still waiting for the receipts in order to reimburse Mr*** and his daughter.We've since spoken to Mr***, and to our knowledge, he is pleased with the resolutionWe have acted in goodwill and faith in order to resolve all of Mr***'s complaints.Thank you again for giving us the opportunity to address Mr***'s concerns
Vann York Auto Group has attempted to contact Mr*** on several occasions through phone and email in order to resolve this issueWe have not heard back yet from Mr***The banking institution will not allow us to credit the account without the full information on his card, so Mr*** will
have to either come in for us to swipe his card or give us the information over the phoneEither way is perfectly fine with usEither Yvonne S*** or Josie D*** will be available when Mr*** is ready to complete the transactionAttached you will find a copy of the email sent to Mr*** from YvonneThank you for your assistance in this matter
I am rejecting this response because:
I purchased a brand new carBecause Vann York can't find how the car got flooded, they are forcing me to accept a car that was sold to me that way? How is this good business practicePlease note the date of the letter that was sent out to meI brought the car in on June 14th, On August 04th, was the first time I learned about the SRS lightHow can I accept a car that was built by Honda, sold by Honda to me brand new and roughly months later, it got floodedThe very company that built the car can't figure out why it got flooded and I, the consumer just have to accept a car that has water damage
June 14th, is the date of the incidentIt Was raining nonstop that day and nightWhen I got in my car Wednesday morning, the floorboard was dampenedAs soon as I put the car into drive gear and step on the gas, the floor was flooded with waterThe more I drive, the more the level of water
increasesI pulled the car over and dried the water out as much as I could then drove straight to Vann York for service My car is usually parked in the garage so the 13th and 14th was one of the few times that is parked in the drivewayI also own a Honda Accord that is parked right beside it, and it is completely driedMy Honda Accord has been at Vann York since June 14th, I've been there multiple times to check on the car and noticed that it is parked in the service drivewayOnly the floorboard was wet so they took the mats out and dried it in the sunThe seats were not affected at allInitially, I wanted for them to figure out where the water enters from so they can fix it to prevent it from happening againUnbeknownst to me is the airbag light and the car computer not responding They now claimed that it was communicated it to me, which is completely untrue
Initial Business Response /* (1000, 11, 2015/08/05) */
Case#XXXXXXXX
Revdex.com:
Thank you for bringing Ms***'s concerns to my attentionI have spoke to Ms*** on several occasionsWe sold Ms*** her vehicle in good faith
At the time of purchase Ms*** resided
in South Carolina which is where we registered the vehicleSouth Carolina would not issue a license plate to Ms*** do to the fact there was $in unpaid taxesPayment of these taxes were to be paid by Ms***
Ms*** then traveled to Arizona on her way to AlaskaI spoke to her again then and told her that Vann York was not responsible for her South Carolina taxes and I recommended she contact South Carolina for a resolution
Vann York apologizes for any inconvenience Ms*** experienced however we will no be responsible for a consumer's tax payments
Thank you
*** ***
Vann York Auto Group
***
***@vannyorkauto.com
Initial Business Response /* (1000, 6, 2015/08/05) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***@vannyorkauto.com
Case #XXXXXXXX
Revdex.com:
Thank you for your information regarding Mr*** ***We are currently in the
process of communication with Mr*** about the purchase of the Cadillac that was made from our Vann York General Motors Dealership
We hope to have this resolved within the next days
Thank you for bringing this to our attention
Regards,
*** ***
Vann York Auto Group
***
***@vannyorkauto.com
Initial Consumer Rebuttal /* (3000, 8, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is blatantly misleading! I have repeatedly called the business in an attempt to speak with ownershipI repeatedly have gotten they run around, and promises to call
BackOne day last week they insultingly proposed that I pay for wheels and tires, because it's been miscommunicationsWhen in fact fraud would be a better adjective! The mileage on
Vehicle was wrong, wheels were badly corroded and on June, I was promised a new set rims and tires among other
Things, and they were not deliveredThe general manager is
Unethical and continues to misrepresent, what I thought was a
Very reputable delealershipI won't this sale voided for fraud!
Final Business Response /* (4000, 12, 2015/09/08) */
Revdex.com:
Thank you for your information regarding Mr***
As a goodwill gesture, Vann York reversed the purchase made by Mr***This reversal was done with no charges or penalties assessed to Mr***
Based on this information, I would like to close this case
Thank you again for your assistance
Regards,
Yvonne S***
Customer Relations Director
Vann York Auto Group
***
***@vannyorkauto.com
Initial Business Response /* (1000, 11, 2015/08/05) */
Regarding Case #XXXXXXXX
This vehicle was sold as a Wholesale unit not a retail vehicleIt was sold to a vehicle wholesaler not a consumerWe sent Mr*** and his company pictures of the vehicle prior to him sending a driver to
North Carolina to pick it up
As a wholesale vehicleThis comes with no warranty and is sold to a wholesale business not a consumer
We believe we represented this vehicle accurately to include pictures prior to selling it the this wholesale company
Thank you for bringing this matter to our attention
Regards,
*** ***
Vann York Auto Group
***
***@vannyorkauto.com
Initial Business Response /* (1000, 11, 2016/04/07) */
Yes, We performed all work as requestedSome people can not be satisfied no matter what you doThis case has been turned over to our legal counsel and we will let a judge make the final decision
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.
Initial Business Response /* (1000, 8, 2016/04/22) */
Contact Name and Title: Josie D[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@vannyorkauto.com
Ms. [redacted] brought her car in on 4/15/16 and had all of the issues with her car repaired. At this time, we are unaware of any further...
action needed for Ms. [redacted].
Initial Business Response /* (1000, 10, 2016/03/15) */
Contact Name and Title: Yvonne S[redacted] CRD
Contact Phone: [redacted]
Contact Email: [redacted]@vannyorkauto.com
March 15, 2016
Revdex.com of Central North Carolina
Re: [redacted]
Case# [redacted]
Better...
Business Bureau,
Thank you for bringing Mr. [redacted] concerns to my attention.
Mr. [redacted] brought his Ford Edge in for repairs on February 17, 2016. We performed a repair and refinish on his rear bumper. The cost of these repairs were $333.00. Upon pickup of the vehicle Mr. [redacted] stated his instrument cluster was not working. The instrument cluster is behind the dashboard and the steering wheel of the car. Since we only worked on the rear bumper, doing minor repairs, we could not be responsible for mechanical failure on the front of the car. However, we did keep Mr. [redacted] in a loaner and took his car to 2 separate repair facilities which both said the instrument cluster failed and it was mechanical, not related to our repairs. We spent $164.00 to have these diagnosises performed at no cost to Mr. [redacted]. We also called Mr. [redacted]'s insurance company to perform an inspection. He too agreed the mechanical failure had nothing to do with our repairs.
Mr. [redacted] had his repaired at a Ford dealership. It was covered under warranty. Mr. [redacted] has bought 3 vehicles from Vann York. As a goodwill gesture, we agreed to pay his $100.00 deductible to keep his as a loyal Vann York customer.
If any further information is needed, please contact me at #[redacted].
Regards,
Yvonne S[redacted]
Customer Relations Director
Vann York Auto Group
[redacted]@vannyorkauto.com
Thank you for bringing these concerns to our attention. Before May 5, 2017, Ms. [redacted] has not been to our dealership since January 20, 2014. We did not perform any repairs on her vehicle at that time. The most recent repair order was to perform a recall on her transmission turbine shaft. While Ms....
[redacted] had her vehicle in our service department, we let her know that the check engine light was on and that her engine was running rough. Ms. [redacted] declined any investigation into her check engine light, stating that she already knew why it was on. As she stated in her original complaint, her vehicle would not crank. As a goodwill measure, we investigated what codes the computer was showing to find out what was causing the problems. We discovered that there was a significant leak in her car that was dripping onto her ignition coil. The ignition coil had to be replaced before the engine would crank again, but the leak needs to be repaired before the vehicle is fully functional. We explained this to Ms. [redacted]. We also replaced the ignition coil as another goodwill measure to Ms. [redacted].Again, we appreciate the opportunity to address Ms. [redacted]'s concerns. However, we feel that we have acted in goodwill and faith to satisfy all of Ms. [redacted]'s issues. Even though the recall work we performed on her vehicle would have not caused the issues that prevented her vehicle from cranking, we wanted to help Ms. [redacted] by diagnosing the vehicle's problems and replacing her ignition coil. Ms. [redacted] will need to have the leak repaired at her convenience if she wants to prevent her ignition coil from going out again.Best Regards,Josie D[redacted]Customer RelationsVann York Auto Group
Initial Business Response /* (1000, 6, 2016/03/15) */
Contact Name and Title: Josie D[redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@vannyorkauto.com
Thank you for bringing Mr. [redacted]'s concerns to our attention.
Mr. [redacted] purchased his 2004 Volkswagen Jetta on October 8, 2015. At...
the time of purchase, the vehicle had 117,401 miles on it. Mr. [redacted] received a 30 day/1,200 mile powertrain only warranty at the time of purchase, which covers engine and transmission failure. He was also offered a range of extended warranty options to purchase, which he declined. We offer these warranties as a protection to all of our customers.
Two days after Mr. [redacted] purchased the Jetta, he came in complaining of the air conditioning not working properly. Even though it wasn't covered under the powertrain warranty, we fixed the air conditioning as a goodwill courtesy to Mr. [redacted]. It is now over 3 months since the purchase date, and 5,369 miles have been put on the vehicle. The repairs performed by [redacted] on the Jetta were all normal, wear and tear items. Maintenance items aren't covered in any of our warranty guidelines.
Based on the warranty guidelines that Mr. [redacted] agreed to at the time of purchase, we are not able to offer any assistance.
Initial Consumer Rebuttal /* (3000, 8, 2016/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They gave me false information at the time of purchase completely misrepresenting the condition of the vehicle and maintenance that we were assured was performed. Their response is skating around the issue of their blatant misrepresentation to a customer. Yes I oped out of additional warranties as I am disabled and could not afford them. I was verbally given a 3 month 3000 mile bumper to bumper warranty & as for fixing the air-conditioning they actually did nothing. They promised all maintenance was up to date and the work they did had a 12 month guarantee. We found they had lied the 100,000 mile maintenance had not been preformed & the work they had done on the vehicle was spotty at best as [redacted] had to repair everything they had done. This company is a sham and they took advantage of a customer and after researching them more I am not the first person as there are complaints all over the internet. I am in no way satisfied with their response and will pursue the matter in other venues. venues.
Final Business Response /* (4000, 13, 2016/03/29) */
[redacted]Document Attached[redacted]
The warranty that came with the 2004 Volkswagen Jetta purchased by [redacted] was a 30 day/1,200 mile from the date of purchase powertrain only warranty. Mr. [redacted] received a copy of this warranty at the time of purchase. Mr. [redacted] also signed a "We Owe" document stating that there was nothing left owed to him by Vann York Auto Group. We have not misrepresented ourselves or the vehicle that Mr. [redacted] purchased. As Mr. [redacted] stated himself, he received a carfax showing one owner and good service records. Mr. [redacted] purchased the vehicle with 117, 223 miles. All of the maintenance performed on the vehicle was listed on the carfax that Mr. [redacted] stated "had good service records." Furthermore, we did an evacuation and recharge on Mr. [redacted]'s air conditioning system, which put it back in working order. As also previously stated that was not an item covered under warranty, however we performed these repairs as a goodwill measure. It's unfortunate that Mr. [redacted] had several maintenance items that came due on his vehicle at one time (3 months after his purchase date); however Vann York Auto Group is not liable for these maintenance items. Therefore, we are unable to offer any assistance
Final Consumer Response /* (4200, 15, 2016/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have stated on now more than one occasion, Vann York representatives informed me in front of witnesses that all required maintenance had been preformed. This was proven to be a lie and if a lie is not misrepresenting yourself I don't know what is. We were also told that they had repaired the tire rods and CV boot only to find that the work was not properly preformed and had to be fixed. They also never fixed the air condition and had to send it to [redacted] where they lied again telling us they authorized a thorough inspection of the car to find any more problems. [redacted] was only told to fix the air conditioning. Their blatant lies needs to stop and they should be held accountable for cheating a customer.