Wright Automotive Group

Dear Joyce Palmer Edwards,                                                                              ...

                                                                   Case ID [redacted] Wright Automotive deeply apologizes for the lack of communication with our customer. We have addressed this with our management team along with all of our employees. We never want our customers to feel that we do not value their time and expectations. Wright automotive has issued and mailed the refund check to [redacted] for the amount due. We have taken the necessary steps to assure the appropriate steps are taken to eliminate delays with our customers. I will personally contact Mrs. [redacted] to assure she received her refund and discuss the circumstances that occurred.y          Sincerely,          Joe T[redacted]          Fixed Operations Director          Wright Automotive Group

Hi [redacted]! Wright Automotive has spoken to our customer regarding the windshield in his Lotus.  Although we cannot prove how it happened we have decided to replace the windshield for our customer at no expense to him.  We also have ordered a few...

additional components for his Lotus that we are waiting to come in so we can schedule him to have all the repairs completed at the same time.  Parts are typically difficult to get from Lotus in a timely fashion due to the rarity of the vehicle.  We have expedited everything to the best of our ability and our body shop manager will be calling our customer as soon as all the necessary parts arrive.  We apologize dearly for the communication break down with our customer. Thanks you so much!!!!!!!  Joe T[redacted]Fixed Operations DirectorWright Automotive Group###-###-#### EXT [redacted]

ID:[redacted]Revdex.com [redacted]
[redacted]After reviewing the details regarding [redacted] concern we have decided we had an internal communication breakdown between our body shop and rental vehicle department. We will refund our...

customer the amount requested. I will call [redacted] personally to obtain the needed information to process the refund.We apologize for the mistake we made with our customer and will take the appropriate steps to make sure she is satisfied.Thank you!Joe T[redacted]Fixed Operations Director Wright Automotive Group ###-###-#### EXT [redacted]

We apologize for the communication break down with our customer.  However; our General Sales Manager has attempted contacting our customer on more than a few occasions and has not been able to reach him. The phone number we have also does not have the option to leave a voice mail.  We...

will be glad to cancel the warranty but we need our customer to come in to the dealer to sign the appropriate paperwork.  We ask that our customer would please come to the dealership so we can address the check concern as well as the extended warranty he wishes to cancel.Thank you!! Joe T[redacted]                                  �...⇄ Customer RelationsDirector

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I received statement made by Wright Automotive and before I responded wanted to give them a reasonable time frame to have money posted to my account or at least pending posting to my account. Tt has been over 3 weeks since Wright said they issued refund and [redacted] has no knowledge of any refund posting to my account and I have posted my pending payments and current payment statements to this complaint to prove that I have not received the payment that wright automotive promised therefor this issue is still not resolved.
Regards,
[redacted]

Wright Automotive Group apologizes for the delay with processing the Gap refund. Apparently there was some confusion with a separate refund that was processed leading our accounting department to believe the Gap refund was complete.  We found that not to be the case and issued a check to...

our customer yesterday August 30th. We will contact our customer this morning to see if she wants the check mailed to her or if she wants to pick it up.  Thank you so much!!! Joe T[redacted]                                  �...⇄ Wright Automotive Group

The registration was finalized by the State of Pennsylvania on 5/24/2017.  Wright Automotive printed the registration and mailed it to our customer the minute we received notification that is was complete.  The registration was mailed 5/24/2017.  We apologize again for the delay. Thank you so much!! Joe T[redacted]    Wright Automotive Group

...

                                                          RE: [redacted] Wright Automotive Group apologizes deeply to our customer for the clerical error.  Mr. [redacted]’s paperwork was sent to the state for processing and was returned to us due to a clerical error. We resubmitted the paperwork to the State making the necessary correction only to have it returned to us again requesting additional information from the lessor.  We resubmitted the paperwork again to the Department of Motor Vehicles and the information was accepted and moved to final processing.  The transaction is currently in process and has been assigned a W.I.D.  Wright did make an error processing the paperwork and we are working diligently to get the needed paperwork/registration for our customer and the Lessor. We apologize again to our customer for the confusion and mistake.  Joe T[redacted]                                  �...⇄                                         ...⇄ Automotive Group                                     �...⇄                                         ...⇄

After reviewing the repairs we completed on our customers vehicle we found several repairs that caused the delay with the completion of the vehicle.  Along with replacing the rear main seal we also replaced the sub frame due to severe rust/holes, completed body repairs to the inner strut...

towers, replaced exhaust manifold gaskets, exhaust flex pipe, along with other maintenances and PA state inspection.  Most of the delay was due to parts availability and the amount of time it took to complete all the repair once we had the parts.  Recently our customer dropped the vehicle with us to check the rear main seal leak that [redacted] said he had.  After cleaning the undercarriage of the vehicle we added dye to the system and test drove several miles.  Checked the rear main for leaks and found the vehicle was NOT leaking oil.  We then test drove a second time, then a third time testing for leaks after each drive and found the rear main seal completely dry. Zero leaks despite what the [redacted] mechanic stated which was inaccurate.  We did find a slight leak coming from the cooler lines which are in a different location than the rear main seal. Our customer declined those repairs at this time. During the repair visit in question we also gave our customer a $200.00 discount along with a $300.00 Internally charged rental vehicle.  Wright Automotive found that all repairs completed during our customers January visit were completed to specification.  We apologize for the amount of time it took to complete the repairs,  limited parts availability is frustrating for us and our customers. This delay is one of the reasons why we provided a rental vehicle at no charge to our custom

To whom It may concern:In regards to case number [redacted], for [redacted], Wright Nissan has attempted to expeditiously resolve his concerns. On 07/22/2015 Mr. [redacted] brought his Nissan Leaf in for an air conditioning repair, at the initial start of the repair, our Master Technician noted on...

the repair order that damage to the drivers head light was present. It was brought to the attention of the service manager. The service manager also hand washed the vehicle as a courtesy to Mr. [redacted] to ensure a great service visit. During the hand wash the damage was again noticed.After picking up the vehicle, Mr. [redacted] called in to accuse the damage was caused by our dealership, at which point he spoke to Kevin M[redacted], a service advisor who was working his last day with the dealership, who told him to bring it in and we would address any damage that we caused. On 08/04/2015, Mr. [redacted] returned with his vehicle and the damage in question was pointed out. At that time the service manager showed Mr. [redacted] the repair order with documented damage prior to the repair of the air conditioning, he implied that we just added the damage to cover ourselves; he then said that it must have happened while parked on our lot. Video surveillance of the lot runs 24/7, the tape observed an at no point was the vehicle hit or damaged while on our lot. The service manager explained this to Mr. [redacted], and he was not happy.Mr. [redacted] also reached out to Nissan corporate, who performed an investigation and agreed that the damage was of no fault of the dealership.Please let me know if there is anything else that you may need to assist in resolution of this matter.Thank you[redacted]

Wright Automotive received the deposit mentioned by our customer on Saturday May 6th.  We entered the check into our deposit system to be processed. Since the check was written on a Saturday the check along with any other deposits made during the weekend go into our Monday deposit which...

officially takes place on Tuesday. May 9th in this case.  The check was already processed thru our accounting department before she cancelled the purchase.  As with most retail businesses we must wait a certain amount of time for checks to clear into OUR account before we write a check for reimbursement.  Once that happened we issued her the reimbursement. That reimbursement check was mailed to her on May 23rd.Wright Automotive does not/did not do anything to be "Vindictive".  We were simply following procedure for depositing and reimbursing a check deposit. Thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Imagine that a car dealer lying? Wright Nissan never once tried to contact me to resolve this problem they thought I would just go away. They damaged my car while in their possession and will not take responsibility for it. Their employee agreed it happened there and he agreed to fix it and they fired him for his honesty (imagine that)? I have all the documentation and no where on any of it is there any mention of any damage to my vehicle before my car was taken in for service. My car was struck by something  at their dealership by one of their employees they admitted it and now they don't want to fix it. I was assured by Mr. M[redacted] that Wright Nissan would fix the damage they caused and they also gave me a rental car for my inconvenience. As far as the investigation by Nissan Corporate they told me wish they could do more but since each dealership is independently owned they cant do anything since this is a dealership issue.So my question is besides me fighting the almighty Wright Nissan what has Wright Nissan  expeditiously done to try and resolve  this issue? 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This vehicle is STILL Listed (30 days later) as "Certified Pre-Owned" on many websites, including Wright Automotive Group's own website, [redacted], and GMCertified.com. The dealership has acknowledged that the vehicle is not certified - but continues to market it as such.  To further compound their false advertising, the Truck in question is not eligible to be certified in the first place due to an altered suspension that was also not disclosed.  Their claim that they offered to assist in the shipping costs is untrue - they simply offered to add the shipping cost to my agreed to purchase price (again, agreed to purchase a certified vehicle.) I am not a dealer, nor do I work for a dealership.  However, I did spend many years in the business.  Unfortunately, it is dealers like Wright Automotive Group that give Car Salesmen and Dealerships a bad name. Regards,
[redacted]

We apologize for what I can only assume is a miscommunication with our customer.  In looking at the repair order and the invoice details that were provided to our customer the very first thing we found wrong as documented on his invoice was the transmission line(s) were leaking.  We also...

documented on the invoice and advised our customer that along with the trans lines the power steering line, oil cooler hose, oil cooler seal, and radiator fitting where the lines connect were all leaking.  We were not trying to "take advantage" of any situation we were just giving our customer the breakdown of what ALL was leaking on his vehicle.  It is up to the customer to decide what repairs if any we complete.  Our customer declined all repairs.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As stated in the business response I did finally receive my registration paperwork, however it was months after when I was supposed to have received it. The business fixing the issue internally does absolutely nothing for me nor does it change the fact that my vehicle was legally unusable due to their negligence. Furthermore, contrary to the business statement that they have tried to contact me about the cup holder, I have received ZERO calls or messages from the business. I was also told before driving the vehicle off the lot that they knew which cup holder was needed and it wasn't necessary to have someone from the parts department to look at it to ensure the correct cup holder was sent. I find it insulting that the business not only lied to me throughout the process about where my paperwork was but continue to do so now about contacting me.  I also find it ridiculous that they believe a simple "We're Sorry" through a message is the proper compensation for this matter. I feel that I should be compensated properly for the time that I was unable to drive the vehicle by their doing and that I should also receive the cup holder as originally agree upon.
Regards,
[redacted]

Review: On 5/12/2016 I purchased a 2011 Nissan Pathfinder from Wright Nissan. As part of this purchase I was told that I had to accept temporary tags to legally drive the vehicle out of Pennsylvania as I was going to register the vehicle in WV. The temporary tags on the vehicle were valid from 5/12/2016 until 6/10/2016. As of 6/8/2016 I was still unable to register the vehicle in WV due to the WV DMV still not receiving the title from Wright Automotive. On 6/8/2016 I called and was sent to the voicemail of a lady over titling and left a message. On 6/13/2016 I again called and was told that both people in titling were out of the office at that time. I called again later in the day and was told by a lady that the company had made a mistake and sent the title to the wrong address and that I was just going to have to deal with it. This in itself was an issue for me and even more so as I was leaving for California that week for work and needed to be able to drive the vehicle. Since that date until today 7/24/2016 I have called and left multiple voicemails without return calls and also spoken with multiple people to no avail. I have spoken with the sales manager Bob M[redacted] multiple times and although he has presented resolutions I am still waiting on tags that should have been here 7 weeks ago at this point. Each time I speak to Bob the timetable in which I will receive the tags seems to be either unknown or increases. The vehicle is unusable at this point and has been for weeks due to the fear of receiving a traffic violation for driving with dead tags. I feel that Wright Automotive has breached our contract by not adhering to the time frame in which they agreed upon to deliver me the tags. At this point I would be happy returning the vehicle and ensuring that no one that I know deal with a dealership who puts customer service secondary to honesty and making money. As part of the purchase Wright Auto also agreed to replace a rear cup holder and have it sent to me which also has not happened.Desired Settlement: I would like to receive the fees ($178.45) that I was required to pay as part of getting the vehicle registered as well as the payments in which have been paid ($541.84) when the vehicle has been legally unusable due to their mistake. I would also like to receive the tags as agreed upon as well as the rear cup holder.

Business

Response:

Wright Automotive Group apologizes dearly for the delay providing our customer his appropriate documentation. We made an error in the processing causing the delay. Wright completed the needed registration/titling of the vehicle and emailed the paperwork to our customer on 7/29/2016. The West Virginia DMV also mailed our customer the paperwork that same day. We have made several attempts to contact our customer to find out the design of his console. There are three different types of console that he could have and we need to speak with him to ensure we send the correct cup holder. We left him voice mails to return our call so we could expedite the shipping of the cup holder but have yet to hear back from him. Please have our customer contact us so we can order and ship the correct holder. Wright Automotive has made the appropriate changes in our process to ensure this does not happen again. We apologize so much for the mistake. Joe Taddy Fixed Operation Director Wright Automotive Group [email protected] 724-935-4646 EXT 1140

Consumer

Response:

On 6/9/15, I purchased a 2012 Acura RDX from Wright Automotive. Prior to buying the vehicle, I specifically asked the sale guy, sales manager, and general sales manager about brakes and tires on the car. All of them told me they were good and I would not have to replace them for a few years. I thought this was reasonable because the car is a 2012 model and I understand that brakes and tires will need replaced. When I purchased the car, it had 47,816 miles on it and it current has 54,773. I took my car for the state inspection on 1/24/16 and had to put new brake pads and rotors on the rear brakes. I was also told that my tires barely passed inspection and the front brakes barely passed. It a little over 6 months I put 6,957 miles on the car. The driving that I do is all highway and there is no way that the brakes and tires were good when I purchased the car on 6/9/15. On 1/25/16, I tried to call the sales guy and General Sales Manager to inform them of my problem, but they no longer work there. I left several messages for the current General Sales Manager and he would not return my call. I called the sales manager and he stated "If we had to repair every used car we would not make any money". He was unhelpful and did not want to be bothered with the situation. He said he would let the general sales manager know that I called (for a third time). The general sales manager stated "they stand behind their vehicles, but there is nothing he can do". I then told him I would like to file a complaint with Revdex.com and inform Acura of this and he hung up on me. I recently just has issues with the transmission as well. TAKE YOUR BUSINESS SOMEWHERE ELSE!!!! They were very easy to get in touch with when I was interested in the car, but did not want to be bothered with me after I made the purchase and I started having problems with the car.

Review: I purchased a used 2013 Jeep Grand Cherokee from the Wright Hyundai dealership in March of 2016, when looking over the car I noticed a paint blemish on the hood of the car, brought it up to the salesman and was told it would be fixed. When doing the financing of the vehicle I ensured I brought the issue of the paint blemish up again and was given a piece of paper of what was owed to me from the dealership including a new inspection and repair of the paint blemish. At this time, not one person in the dealership disclosed to me how this blemish would be repaired I was just promised verbally and in writing it would be fixed for me. I was told to wait till closer to the time the current inspection sticker was up to call and schedule an appointment to have the inspection completed and to be sure the man who does the paint repairs would be in. I called the dealership closer to the date and set up an appointment and told them I would need to be sure the man in charge of the paint repairs would be in at the same time to fix the issue I was promised would be repaired. I took my vehicle up, taking time off of work and driving over 45 minutes each way, to have the work completed. I was told they would give me a call the next day with an update on the car, a call was never received and I made a phone call the following day to get an update. During this phone call I was told the inspection was completed but the paint guy never came in and they were not able to get in touch with him, but I could pick up the car and reschedule another appointment to have the blemish fixed. I went in to the dealership on Saturday and talked to Rick (who told me he is the one in charge and the highest up I can talk to). Rick informed me that a service department worker looked at the blemish and determined that it is a paint bubble and that it "should" be covered by the Jeep warranty. When I asked what my options are I was told that they could fix it by repainting the spot on the hood which would then be a different color than the rest of my car. Or that I, myself, could contact Jeep and make arrangements on my own time to have the blemish looked at and have them determine if it is in fact a warranty issue. Rick also informed me that at this time he would talk to people (never disclosed who) about this issue and call me the following Monday. Monday came and I never received a call from Rick. I have been trying to handle this issue myself by contacting a local Jeep dealership but have been unsuccessful in reaching someone to help me. I called Rick and explained this to him and he said that he could have it fixed but I would not be happy with the outcome and that was it. I have written in paper by Wright Automotive Group that I am owed a repair by Wright Automotive Group to fix a paint blemish. Telling me that I have two choices in this 1. they could do the repair but I would be unhappy with how it would turn out, or 2. handle it myself through Jeep, to me this presents itself as going against a written contract.Desired Settlement: Contact customer to handle this issue, and fix the repair as promised by completing the work to the standards of the customer.

Business

Response:

RE: [redacted] ComplaintID #[redacted]Dear Ms [redacted]I serve as the General Manager of Wright Hyundai. Your letter and the complaint of [redacted] which was sent to Joe T[redacted] Wright Automotive Group, dated July 14, 2016, has been forwarded to me for review and reply. I am the Rick referred to in the complaint.At the time of the delivery, Ms [redacted] signed a form which we refer to as a "We Owe."This form indicates if there are any items which we need to provide to the customer or which the customer need to provide to us. A copy of the form that was signed by Ms [redacted] is enclosed herewith. As you can see, it indicates that we owe the customer: "1 set updated inspection stickers / paint blemish." We fully intended to repair the paint blemish. We continue to stand by that and we are more than willing to repair the paint blemish.At the time of the delivery, Ms [redacted] also signed an FTC sticker; also referred to as a Buyers Guide. The purpose of that document is to identify any warranty which may be applicable to that particular vehicle. Ms. [redacted] copy of the FTC sticker indicated that the car would have the balance of the factory wattanty.As to the actual blemish, it was more of a bubble or blister in the paint on the hood. When I spoke to Ms [redacted] I was indicating to her that we wold repair the blister. However, she needs to understand that even though the paint would be to factory specifications it would not match the color of a three year old car. Undoubtedly, the paint on her car had weathered and faded. The repair job would very noticable. The only way to aviod that situation would be to repaint the entire hood and then blend the hood paint in with the surrounding paint. We never indicated that we would repaint the hood and, quite frankly, no dealer would agree to undertake that extensive of a repair job. Her other alternative would be to take the car to a Jeep dealer and find out if the bubble would be covered by the factory warranty on the paint. As an aside, this blemish appears clearly to be a defect in the original paint. If the dealer would consider this to be a valid warranty claim then the liklihood would be that the repairs would be much less noticible.So as to restate our position, we agreed to repair the paint blemish. We continue to agree to repair the paint blemish. However, as an alternative, Ms [redacted] may have a valid warranty claim which she may want to pursue. In order to pursue that issue she needs totake the car to a Jeep dealer.

Review: I found a truck that I'd like to purchase listed online. The truck is advertised as GM Certified. I contacted the Sales Manager, Dominick F[redacted], of Wright Buick GMC to discuss the purchase of the vehicle. Dominick and I discussed the benefits of the truck being GM Certified, he explained the value of the extended warranty. I entered into negotiations with Dominick to purchase the vehicle and we came to an agreed purchase price of $33800, "All In", Including the documentation fee, temp tag, and [redacted] sales tax. Dominick issued me a Buyers Order to purchase the truck - but upon review, the warranty section of the form was unmarked. I asked Dominick to to update the Buyers Order to reflect the GM Certified Warranty; and at that point, Dominick stated "It isn't Certified." He then attempted to perpetrate a "Bait and Switch" tactic to coerce me into purchasing a 3rd party warranty as an out of pocket expense to me - yet he wanted to keep the agreed to price that was supposed to include the GM Certified Warranty; as we had discussed, and as they have advertised on their own website, Cars.com, and the corporate GMCertified.com sites.

As I understand from speaking to Dominick and also the General Manager, Rob T[redacted], they have agreed to a price below their cost in the unit. To compound this - the unit is beyond the 180 allowed GM Certification window and thus must be "Re-Certified". The "Recertification" allegedly costs the dealership $500; which they "cannot afford."

At this point, Wright GMC is not honoring an agreed to purchase price for the vehicle as they have advertised. Yet - Wright GMC continues to advertise the vehicle both on their lot, and online as GM Certified.

I would like to purchase the vehicle as negotiated and agreed to.Desired Settlement: I would like to purchase the vehicle at the price we negotiated and agreed to - based on the vehicle including the GM Certified Pre-Owned Extended Warranty.

Business

Response:

Mr. [redacted] is correct when stating the vehicle was listed as certified used on our website. That was an error on the part of Wright Automotive Group. It was placed on our website when the vehicle was originally certified. We did not notice the time had expired on the certification. Despite our best efforts to work things out with Mr. [redacted] including assisting with the shipping costs to the dealership he works for in [redacted], Mr. [redacted] decided to purchase a different vehicle from a dealer in the central part of the country. Wright Automotive Group apologizes dearly for our listing stating the vehicle was certified. We have now put a process in place to make sure all certified vehicles are checked frequently for the certification timeline expiration. It's unfortunate that Mr. [redacted] feels we were attempting a "bait and Switch" as that was not the case. There was definitely confusion with the listing of the vehicle which I'm sure he can understand. We apologize that Mr. [redacted] was unable to purchase the vehicle to resale at his dealership. We wish we could have worked things out with him. Joe Taddy Fixed Operation Director Wright Automotive Group

Consumer

Response:

Review: We went to the Ambridge location for a 2005 Saturn Relay. I had been emailing with [redacted] at the dealership regarding the price. She had sent me an out the door price, as per the GM, of $5082.55. I made an appointment for yesterday evening and said that I was coming in to purchase the car and take it that night. 45 minutes prior to arriving we called to confirm and was told everything was a go and that we could buy or at the very least do a deposit to hold it. Prior to arriving at the dealership, I was told to ask for [redacted], as per [redacted]. I did as I was instructed and was redirected to another associate, I believe his name was [redacted], and was also told that the Saturn Relay that we were coming to buy had been sold hours before. They said that they had a van just as nice to show me. This was false. They showed me a Chevy Venture with 101,000 miles on it and none of the features that the Relay had. Had we been told that the Relay had been sold we would not have driven an hour with 3 small children in the car. We felt like we had the bait and switch attempted to be pulled on us. We traveled there thinking we were going to be coming home with our new car to only end up empty handed and extremely deceived. This was bad business and bad communication. We were so excited and completely let down. Worst car buying experience ever! Now I have to start my search all over again.Desired Settlement: I am not sure how I would want this resolved. I want other consumers to be informed of their deceptive tactics to cheaply make a sale. I would entertain the idea of a simlar deal with them, on a similar vehicle (mileage, features, etc as the 2005 Saturn Relay) as long as they were willing to fulfill the deal on their end. I hope that they do not treat all their customers this way.

Business

Response: