iAUTOHAUS

In response to Mr [redacted] complaint, please see the attached supporting documentsI have also attached a parts diagram from a factory parts catalogue showing the part with filterOur Service Manager (***) made several attempts to explain things to Mr***, however a conversation was difficult since Mr [redacted] would speak over [redacted] and tell him "don't give me your bt"Mr [redacted] alleged a threat by saying "If you don't straighten up you act, ask Andrew (service advisor) what I have in the back of my truck"...the cargo space as well as floor of back seat in Mr [redacted] Cayenne was full of ammunition- LOTS of ammunition, so much so, the tech had to move some in order to move the seat to access the area he needed to in order to do repairsPerhaps Mr [redacted] was referring to something else, but it seems fairly clear what he was alluding to when he made this statementNot acceptable and will not be toleratediAUTOHAUS did NOT perform any unnecessary repairs, we did in fact do our best to explain in detail to Mr [redacted] why these repairs were necessary and YES, our Service Manager did request a 3-way phone call with the "dealer" so we could all talk about their thoughtsWe strongly believe there may have been some miscommunication or misunderstandings between Mr [redacted] and the Porsche dealer and we were more than willing to explain the entire repair processTo summarize, iAUTOHAUS peformed the repairs correctly and we will not reimburse Mr [redacted] for any repairsFurthermore, we do take the statement Mr [redacted] made VERY seriously and feel it would be in our best interest and safety, that Mr [redacted] does not enter our premises in the future.Please feel free to contact me if you need more information.Thank you! ***###-###-####

This letter is in response to Mr [redacted] complaintThere are several inaccuracies in his complaint.• Mr [redacted] did call inquiring about this vehicle in February; the salesperson did tell Mr [redacted] vehicle was in excellent condition and it was disclosed to Mr [redacted] that the vehicle had a newtransmission• Brother stopped by dealership to look at the vehicle prior to the sale; we would never deny atest drive, but we do not recall him asking to drive the vehicle and do not believe we did testdrive- it was a fairly quick visit• Deposit was accepted and sale date was 2/14/15- mileage on vehicle was 24,532• Mr [redacted] took delivery of vehicle on 2/23/15; his temporary plate was printed on th is daypleasenote Mr [redacted] is also an AZ resident, vehicle is registered in AZ• Not exactly sure of the date, but we did receive a call from Mr [redacted] after delivery stating heexperienced an issue with the vehicle when he drove to Prescott, we asked him to bring thevehicle to us to inspect• On March 3rd, Mr [redacted] came back with the vehicle and spoke with our Service Manager; hiscomplaint was that he felt the vehicle was heSitating when shifting and also the instrumentcluster would randomly shut off and on, he also claimed that he was able to duplicate theseissues• Our technicians were unable to duplicate any of Mr [redacted] s complaints, so we asked one ofour technicians to drive with Mr [redacted] so he could explain to us what he was experiencingand perhaps duplicate these issues for us• Our technician observed Mr [redacted] 's driving style; from a complete stop, Mr [redacted] wouldaggressively accelerator, thus causing the car to shift aggressively, Mr [redacted] repeatedly didthis• The technician noticed Mr [redacted] was driving the vehicle in "comfort mode" which means thecar starts in 2nd gear and will NOT respond to throttle inputs as quickly• He suggested if this is his driving style, the vehicle should be in "sport" or "manual" mode inorder to achieve a quicker response, Mr [redacted] agreed that he could feel the difference in thevehicle response• The symptoms Mr [redacted] had complained about were NOT duplicated on the drive with thetechnician, so they proceeded back to the dealership to have the vehicle hooked up to thecomputer to pull codes• None of the systems had fault codes, no codes present• It is very hard to diagnose something when there are no symptoms and no fault codes- weexhausted all our options to try and find out if there were any issues, we simply did not findanything wrong with the vehicle• Mr [redacted] left and we never heard anything further about any issues• On June or 23, Mr [redacted] called us to let us know that engine had ceased and it was at aMercedes-Benz facility in [redacted] ***, note this is months after delivery• I got involved at this point and contact Mr [redacted] on June 25th• He explained to me that he was driving the car and a check engine light came on and then thecar hesitated and then stopped functioning• When he took the vehicle to the Mercedes-Benz Dealer, it was confirmed that the engine ceasedand he was also told by the advisor the vehicle's manufacturer warranty had been previouslyflagged due to software changes• Mr [redacted] was also told by the Mercedes Benz advisor that these notes were "internal" MBnotes and no other dealer, other than a Mercedes-Benz dealer, has access to these internalnotes.• We were very curious to find out what happened to this vehicle since the transmission wasreplaced; we wanted to be certain it was not a failure due to the transmission• Both my Service Manager and I called the Mercedes-Benz facility to speak with the ServiceAdvisor to get details, please note, mileage on the vehicle was 26,399• Even though it was determined that the engine failed, NOT the transmission, it was NOTdetermined what caused the failure, but the advisor felt, from his experience, that it wascatastrophic engine failure at that point and time; he also stated that Mr [redacted] drove thevehicle home after the check engine light came on instead of pulling over and having vehicletowed at that point• Advisor determined engine needed to be replaced at a cost of $41,000• I would also like to point out a very important factor that I learned after speaking with Mr[redacted] and the Advisor- after Mr [redacted] purchased the vehicle and drove it back to SanDiego, he had it inspected at the Mercedes-Benz Dealer and they did not find any issues• After gathering all the facts, I called Mr [redacted] and told him I was genuinely stunned that thishappened and felt absolutely horrible for him, but months had passed, the vehicle wasinspected after he returned to [redacted] by the MB dealer and there were no apparent issuesand the failure was not due to the transmission, so I felt we had no liability• We were also way beyond the Implied Warranty of Merchantability which is days or 500miles and Mr [redacted] declined any extended vehicle protection at the time of the sale sinceManufacturer Warranty was also expired• I told Mr [redacted] that I could offer my assistance to him in way of my resources- I could assistwith possibly getting wholesale pricing for him on parts, etc I did not insinuate, in a nice way,"F you" as he stated, I really wanted to find a way to assist despite not participating in paying forrepairs• Mr [redacted] told me at that point he would be contacting his attorney and would get "all themoney and more" and "blast" us all over the internet• On July 1, I received a call from Mr [redacted] stating the cost of the engine replacement was nowat $35,and he was giving me a second chance to participate, I told him our position remainsthe sameWe are truly sorry Mr [redacted] has experienced this unfortunate engine failure, however based on theinformation and failure occurring months after vehicle delivery, iAUTOHAUS will not participate inpaying for any repairs.Please feel free to contact me if you have any questions

Revdex.com: I have reviewed the response 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 Please reject this response of iAUTOHAUS and I request that the Revdex.com contact a reputable Porsche service expert and seek an opinion as to the following claims that iAUTOHAUS used in defrauding me: Does the Cayenne fuel filter require regular servicing and or replacement? iAUTOHAUS claimed the fuel filter (more like a metal strainer) requires replacing every 60,miles However, I have had extensive service done all over the country and in the 100,miles I have driven this car, not one service representative has told me such And I have been to many professions seeking services for this particular carDo the fuel lines of Cayenne’s “always crack” and require replacing? According to the local dealership, when servicing similar repairs it is not their practice to replace anything but the one bad fuel pump and they do not stock the other pump generally because it never needs replacing That is another question for an expert in Porsche serviceAs far as the quotations attributed to me, I certainly did not say anything like that After [redacted] told me basically that iAUTOHAUS had me beat because I did not have the old parts they removed (They never offered those to me and I was desperate to get back on the road and off the streetsThe weather was inordinately hot and posed a health risk.), I said that their Service Representative knew exactly what parts he (they) had removed from my back seat because that was where they had worked on my carTo fabricate a threat and make a leap and attempt to negate my standing because I have small arms ammunition is not fairIt is neither honest nor proper That small arms ammunition is completely legal and I carried it to sell it as it is quite valuableiAUTOHAUS Service Manager [redacted] talked down to me and was extremely condescending He talked over me and I finally was forced to give up on the conversationPlease hold iAUTOHAUS accountable I have reason to believe that iAUTOHAUS has done this to others and iAUTOHAUS will continue to behave this way and defraud the public unless stopped by the Revdex.comWhen I received the two messages from [redacted] misconstruing what I had in fact said, I decided it best not to talk with them further and to turn to the Revdex.comRest assured I will, however, post about this matter on the open internet Unless iAUTOHAUS apologizes and promises not to conduct them selves this way and compensates me fairly, I reserve my right to make this matter publicI am hoping the parts they installed hold because I do not want to have to go back to iAUTOHAUSAfter their (false) defamatory accusations, I am certain the Revdex.com will understandI hope and pray the Revdex.com is not staffed with any who would take such outlandish accusations and disqualify my complaint because they are against our Second Amendment Please ignore such things and please focus upon the substance of the fraudulent and deceptive practices of iAUTOHAUSI await the response of the Revdex.comIt would be preferable to settle this amicably However, if the Revdex.com deems a hearing is in order and necessary I will be there Regards, [redacted] ***

The price was only used after hours of back and forth Ridiculous as it was sent to the business a week in advance More interested in the $dollars than honoring the price guarantee certificate Process should have been done in a lot less time Business should state that there is not a second key, we did not learn this until the very end and we initiated where it was A second key is not a spare At no time were we offered an extended warranty offered by the business The part that the light came on after we got home is not true, it came on during the journey home in Utah where we called Mercedes of Spokane to find out what we should do We were advised that if it was driving fine to make it home and bring it in for a diagnostic test to find out what the code was

In response to the customers response- our position remains the same:Certificate price WAS honored with further savings on tax- customer wanted to start the negotiation process again after arrival to dealership despite agreeing to price prior to their arrival- regardless, customer walked away saving more money!!!Customer was aware of spare key at time of sale, both signed a Delivery Confirmation stating they were satisfied with entire purchaseExtended warranty WAS offered prior to arrival- Mr*** chose NOT to move forward with purchase due to cost and what the bank would approveMr*** did in fact call AFTER they arrived home stating light came on the following morning. Why didn't they call/email us if issue occurred enroute??? Customer never took vehicle to MB of Spokane due to cost to diag- Mr*** discussed this with Jeremy the morning the light came on AFTER they arrive home, we actually found the ***'s an Independent MB repair facility close to where they reside- this is where they took the vehicle for diag.We also communicated with the repair shop ownerAgain- the ***'s signed a confirmation that they were satisfied and left our dealership happyWe again are sorry the light came on when they arrived home, but as previously mentioned, this issue is not covered by any implied warranty and was not a major malfunction. If they did in fact speak to the MB dealer in Spokane while enroute and IF it were a serious issue, they certainly would not advise them to continue their journey home. Thank you

This letter is in response to Mr. [redacted] complaint. There are several inaccuracies in his complaint.• Mr. [redacted] did call inquiring about this vehicle in February; the salesperson did tell Mr. [redacted]vehicle was in excellent condition and it was disclosed to Mr. [redacted] that the vehicle had a...

newtransmission• Brother stopped by dealership to look at the vehicle prior to the sale; we would never deny atest drive, but we do not recall him asking to drive the vehicle and do not believe we did testdrive- it was a fairly quick visit• Deposit was accepted and sale date was 2/14/15- mileage on vehicle was 24,532• Mr. [redacted] took delivery of vehicle on 2/23/15; his temporary plate was printed on th is daypleasenote Mr. [redacted] is also an AZ resident, vehicle is registered in AZ• Not exactly sure of the date, but we did receive a call from Mr. [redacted] after delivery stating heexperienced an issue with the vehicle when he drove to Prescott, we asked him to bring thevehicle to us to inspect• On March 3rd, Mr. [redacted] came back with the vehicle and spoke with our Service Manager; hiscomplaint was that he felt the vehicle was heSitating when shifting and also the instrumentcluster would randomly shut off and on, he also claimed that he was able to duplicate theseissues• Our technicians were unable to duplicate any of Mr. [redacted]s complaints, so we asked one ofour technicians to drive with Mr. [redacted] so he could explain to us what he was experiencingand perhaps duplicate these issues for us• Our technician observed Mr. [redacted] 's driving style; from a complete stop, Mr. [redacted] wouldaggressively accelerator, thus causing the car to shift aggressively, Mr. [redacted] repeatedly didthis• The technician noticed Mr. [redacted] was driving the vehicle in "comfort mode" which means thecar starts in 2nd gear and will NOT respond to throttle inputs as quickly• He suggested if this is his driving style, the vehicle should be in "sport" or "manual" mode inorder to achieve a quicker response, Mr. [redacted] agreed that he could feel the difference in thevehicle response• The symptoms Mr. [redacted] had complained about were NOT duplicated on the drive with thetechnician, so they proceeded back to the dealership to have the vehicle hooked up to thecomputer to pull codes• None of the systems had fault codes, no codes present• It is very hard to diagnose something when there are no symptoms and no fault codes- weexhausted all our options to try and find out if there were any issues, we simply did not findanything wrong with the vehicle• Mr. [redacted] left and we never heard anything further about any issues• On June 22 or 23, Mr. [redacted] called us to let us know that engine had ceased and it was at aMercedes-Benz facility in [redacted], note this is 4 months after delivery• I got involved at this point and contact Mr. [redacted] on June 25th• He explained to me that he was driving the car and a check engine light came on and then thecar hesitated and then stopped functioning• When he took the vehicle to the Mercedes-Benz Dealer, it was confirmed that the engine ceasedand he was also told by the advisor the vehicle's manufacturer warranty had been previouslyflagged due to software changes• Mr. [redacted] was also told by the Mercedes Benz advisor that these notes were "internal" MBnotes and no other dealer, other than a Mercedes-Benz dealer, has access to these internalnotes.• We were very curious to find out what happened to this vehicle since the transmission wasreplaced; we wanted to be certain it was not a failure due to the transmission• Both my Service Manager and I called the Mercedes-Benz facility to speak with the ServiceAdvisor to get details, please note, mileage on the vehicle was 26,399• Even though it was determined that the engine failed, NOT the transmission, it was NOTdetermined what caused the failure, but the advisor felt, from his experience, that it wascatastrophic engine failure at that point and time; he also stated that Mr. [redacted] drove thevehicle home after the check engine light came on instead of pulling over and having vehicletowed at that point• Advisor determined engine needed to be replaced at a cost of $41,000• I would also like to point out a very important factor that I learned after speaking with Mr.[redacted] and the Advisor- after Mr. [redacted] purchased the vehicle and drove it back to SanDiego, he had it inspected at the Mercedes-Benz Dealer and they did not find any issues• After gathering all the facts, I called Mr. [redacted] and told him I was genuinely stunned that thishappened and felt absolutely horrible for him, but 4 months had passed, the vehicle wasinspected after he returned to [redacted] by the MB dealer and there were no apparent issuesand the failure was not due to the transmission, so I felt we had no liability• We were also way beyond the Implied Warranty of Merchantability which is 15 days or 500miles and Mr. [redacted] declined any extended vehicle protection at the time of the sale sinceManufacturer Warranty was also expired• I told Mr. [redacted] that I could offer my assistance to him in way of my resources- I could assistwith possibly getting wholesale pricing for him on parts, etc .... I did not insinuate, in a nice way,"F you" as he stated, I really wanted to find a way to assist despite not participating in paying forrepairs• Mr. [redacted] told me at that point he would be contacting his attorney and would get "all themoney and more" and "blast" us all over the internet• On July 1, I received a call from Mr. [redacted] stating the cost of the engine replacement was nowat $35,000 and he was giving me a second chance to participate, I told him our position remainsthe sameWe are truly sorry Mr. [redacted] has experienced this unfortunate engine failure, however based on theinformation and failure occurring 4 months after vehicle delivery, iAUTOHAUS will not participate inpaying for any repairs.Please feel free to contact me if you have any questions.

In response to Mr. [redacted] complaint, please see the attached supporting documents. I have also attached a parts diagram from a factory parts catalogue showing the part with filter. Our Service Manager ([redacted]) made several attempts to explain things to Mr. [redacted], however a conversation was difficult...

since Mr. [redacted] would speak over [redacted] and tell him "don't give me your bt". Mr. [redacted] alleged a threat by saying "If you don't straighten up you act, ask Andrew (service advisor) what I have in the back of my truck"...the cargo space as well as floor of back seat in Mr. [redacted] Cayenne was full of ammunition- LOTS of ammunition, so much so, the tech had to move some in order to move the seat to access the area he needed to in order to do repairs. Perhaps Mr. [redacted] was referring to something else, but it seems fairly clear what he was alluding to when he made this statement. Not acceptable and will not be tolerated. iAUTOHAUS did NOT perform any unnecessary repairs, we did in fact do our best to explain in detail to Mr. [redacted] why these repairs were necessary and YES, our Service Manager did request a 3-way phone call with the "dealer" so we could all talk about their thoughts. We strongly believe there may have been some miscommunication or misunderstandings between Mr. [redacted] and the Porsche dealer and we were more than willing to explain the entire repair process. To summarize, iAUTOHAUS peformed the repairs correctly and we will not reimburse Mr. [redacted] for any repairs. Furthermore, we do take the statement Mr. [redacted] made VERY seriously and feel it would be in our best interest and safety, that Mr. [redacted] does not enter our premises in the future.Please feel free to contact me if you need more information.Thank you! [redacted]###-###-####

We understand the importance of customer satisfaction and feel we have offered a very fair and reasonable resolution based on facts.  The **’s BMW was covered in oil when they initially brought the vehicle to iAUTOHAUS. Yes, the leak CONTINUED due to our repair that malfunctioned (pinched gasket), but in no way did our repair cause a new leak, it just did not fix what was already there, and unfortunately caused more oil to leak. Please see attached pictures taken when the BMW was first brought to our Service facility- you can clearly see the oil coverage from the existing leak the **’s failed to address when previously brought to their attention by BMW. Mrs. **’s claim of the vehicle’s value being impacted by the residual oil is simply not valid. Other factors impact a vehicle’s value- condition, mileage, previous accidents, major mechanical issues- not dirt/oil or something that can be cleaned. The oil can be cleaned off and we have offered to assist. We respect her wishes to not accept due to her opinion that we are not capable, or her assumption we will “break more parts”. As previously stated, in no way did iAUTOHAUS do anything with malicious intent, our goal was to fix the BMW, but unfortunately encountered some challenges along the way- IT CAN HAPPEN! We apologized, took accountability, and have offered a very fair resolution. We stand firm with our original offer. Please feel free to contact me directly if you need more information- thanks.Joann

Please see attached response to claim iAUTOHAUS has offered to reimburse $988.28, always offered to assist AND offered to clean engine after vehicle was repaired at Chapman BMW.   Revdex.com- please confirm you have received my response.

As explained before, $988 iautohaus...

offered only covers identifying and correcting the bad leaking caused by the iautohaus service.  There are still oil residuals across the engine compartment that affects the presentation and re-sale value of the car, We need the rest of requested refund to further clean and bring the engine area back to a fair status.  Reasons why we cannot go back to iautohaus to clean the engine compartment: first, initial service was defective and iautohaus was unable to identify and correct the issue during second check.  We are very concerned about the technical capability of iautohaus and do not want to break more parts from cleaning at iautohaus.  Second, we are extremely disappointed in their staff’s business ethics - using our personal information for impersonation.  We need to protect our privacy. 
Given what happened, iautohaus saying sorry after the fact is not going to bring all things back to order.  Iautohaus needs to compensate the economical damage their defective service has caused us. 
We require $1772 to close the issue.

Revdex.com:
I have reviewed the response 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.
Please reject this response of iAUTOHAUS and I request that the Revdex.com contact a reputable Porsche service expert and seek an opinion as to the following false claims that iAUTOHAUS used in defrauding me: Does the Cayenne fuel filter require regular servicing and or replacement? iAUTOHAUS claimed the fuel filter (more like a metal strainer) requires replacing every 60,000 miles.  However, I have had extensive service done all over the country and in the 100,000 miles I have driven this car, not one service representative has told me such.  And I have been to many professions seeking services for this particular car. Do the fuel lines of Cayenne’s “always crack” and require replacing? According to the local dealership, when servicing similar repairs it is not their practice to replace anything but the one bad fuel pump and they do not stock the other pump generally because it never needs replacing.  That is another question for an expert in Porsche service. As far as the quotations attributed to me, I certainly did not say anything like that.  After [redacted] told me basically that iAUTOHAUS had me beat because I did not have the old parts they removed (They never offered those to me and I was desperate to get back on the road and off the streets. The weather was inordinately hot and posed a health risk.), I said that their Service Representative knew exactly what parts he (they) had removed from my back seat because that was where they had worked on my car. To fabricate a threat and make a leap and attempt to negate my standing because I have small arms ammunition is not fair. It is neither honest nor proper.  That small arms ammunition is completely legal and I carried it to sell it as it is quite valuable. iAUTOHAUS Service Manager [redacted] talked down to me and was extremely condescending.  He talked over me and I finally was forced to give up on the conversation. Please hold iAUTOHAUS accountable.  I have reason to believe that iAUTOHAUS has done this to others and iAUTOHAUS will continue to behave this way and defraud the public unless stopped by the Revdex.com. When I received the two messages from [redacted] misconstruing what I had in fact said, I decided it best not to talk with them further and to turn to the Revdex.com. Rest assured I will, however, post about this matter on the open internet.  Unless iAUTOHAUS apologizes and promises not to conduct them selves this way and compensates me fairly, I reserve my right to make this matter public. I am hoping the parts they installed hold because I do not want to have to go back to iAUTOHAUS. After their (false) defamatory accusations, I am certain the Revdex.com will understand. I hope and pray the Revdex.com is not staffed with any who would take such outlandish accusations and disqualify my complaint because they are against our Second Amendment.  Please ignore such things and please focus upon the substance of the fraudulent and deceptive practices of iAUTOHAUS. I await the response of the Revdex.com. It would be preferable to settle this amicably.  However, if the Revdex.com deems a hearing is in order and necessary I will be there.
Regards,
[redacted]

I have reviewed the response 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.

you have mentioned on your response that the dealer you are NOT obligated to 'disclose anything', if it is not a violation of the 'driveability' of the car......this is not acceptable, obviously, any damage to the vehicle, even if it is used MUST be disclosed to the buyer, again, you knew about it and you even touched it up and try to hide it!!!!!!!!!!

secondly, you mentioned there were 53 posted pictures of this vehicly, which is NOT TRUE, you only had about 20-25 pictures.....at any rate, this is not the case......the issue again is that you as a merchant MUST acknowledge the fact (knowing about it) to your buyers, regardless.....you should have mention the irrigularit on your merchandise to your customer.

hope to receive a FINAL response with a repair amount of $400.00 to get this job done and over with.

Regards,

This letter is in response the above mentioned complaint regarding the [redacted] purchased at iAUTOHAUS .

• This vehicle was purchased on 1/29/2013 by [redacted]; Mr. [redacted] was present at sale,•but his name does...

not appear on any sales, loan or registration documents. Mr. [redacted] has stated that he did not receive a requested [redacted] report. We do NOT hide [redacted] reports, all reports are clearly available online with each vehicle listing, before,during and after the sale. This was an honest oversight that the physical copy was not given to the buyer at the time of sale. The copy of the actual report has been included. This vehicle appears to have always been properly maintained at [redacted] and there were no issues upon our purchase and inspection of this vehicle from [redacted] .

• Vehicle was brought in to our Service Dept. for the fin t time after sale on 2/20/1013- the complaint was for a noise heard while turning and the sunroof would not close- no complaints of transmission issues.

• Vehicle was brought in on 3/26/2014 with complaints of "hard shifting"­ transmission issues- over one year after time of purchase.

• The AZ Implied Warranty of Merchantability is 15 day or 500 miles. The vehicle was sold with 65,575 miles,time of transmission complaint- miles were 93,260.

• When Mr. [redacted] was here on 3/26/2014, Ip ersonally spoke with him about the

vehicle. I informed him that I would have [redacted] contact him once he returned to the office. Mr. [redacted] went back over to the Service Dept. A few moments later, [redacted] had returned to the office and Iwalked over to Service with [redacted] to find Mr. [redacted], he was already in his car in the parking lot. Both [redacted] and

. I ran out to his car and spoke with Mr. [redacted]. He had stated that he had no time

and that [redacted] should call him. [redacted] did in fact call Mr. [redacted] twice and never heard back .

Again, since Mr. [redacted] was not the rightful owner of this vehicle we would have not been able to do a trade with him unless he could prove transfer of ownership or Ms. [redacted] was present. To this day, Ms. [redacted] has NOT contacted us regarding a trade, nor has she contacted us with complaints.

As far as the requested settlement ,we have included the [redacted] for Ms. [redacted]. iAUTOHAUS will NOT pay for any transmission repairs, nor will we accommodate the trade request.

Please feel free to contact me if you have further questions.

The price was only used after 4 hours of back and forth.  Ridiculous as it was sent to the business a week in advance.  More interested in the $380 dollars than honoring the price guarantee certificate.  Process should have been done in a lot less time.  Business should state that there is not a second key, we did not learn this until the very end and we initiated where it was.  A second key is not a spare.  At no time were we offered an extended warranty offered by the business.  The part that the light came on after we got home is not true, it came on during the journey home in Utah where we called Mercedes of Spokane to find out what we should do.  We were advised that if it was driving fine to make it home and bring it in for a diagnostic test to find out what the code was.

This letter is in response to Mr. [redacted] complaint. There are several inaccuracies in his complaint.• Mr. [redacted] did call inquiring about this vehicle in February; the salesperson did tell Mr. [redacted]vehicle was in excellent condition and it was disclosed to Mr. [redacted] that the vehicle had a...

newtransmission• Brother stopped by dealership to look at the vehicle prior to the sale; we would never deny atest drive, but we do not recall him asking to drive the vehicle and do not believe we did testdrive- it was a fairly quick visit• Deposit was accepted and sale date was 2/14/15- mileage on vehicle was 24,532• Mr. [redacted] took delivery of vehicle on 2/23/15; his temporary plate was printed on th is daypleasenote Mr. [redacted] is also an AZ resident, vehicle is registered in AZ• Not exactly sure of the date, but we did receive a call from Mr. [redacted] after delivery stating heexperienced an issue with the vehicle when he drove to Prescott, we asked him to bring thevehicle to us to inspect• On March 3rd, Mr. [redacted] came back with the vehicle and spoke with our Service Manager; hiscomplaint was that he felt the vehicle was heSitating when shifting and also the instrumentcluster would randomly shut off and on, he also claimed that he was able to duplicate theseissues• Our technicians were unable to duplicate any of Mr. [redacted]s complaints, so we asked one ofour technicians to drive with Mr. [redacted] so he could explain to us what he was experiencingand perhaps duplicate these issues for us• Our technician observed Mr. [redacted] 's driving style; from a complete stop, Mr. [redacted] wouldaggressively accelerator, thus causing the car to shift aggressively, Mr. [redacted] repeatedly didthis• The technician noticed Mr. [redacted] was driving the vehicle in "comfort mode" which means thecar starts in 2nd gear and will NOT respond to throttle inputs as quickly• He suggested if this is his driving style, the vehicle should be in "sport" or "manual" mode inorder to achieve a quicker response, Mr. [redacted] agreed that he could feel the difference in thevehicle response• The symptoms Mr. [redacted] had complained about were NOT duplicated on the drive with thetechnician, so they proceeded back to the dealership to have the vehicle hooked up to thecomputer to pull codes• None of the systems had fault codes, no codes present• It is very hard to diagnose something when there are no symptoms and no fault codes- weexhausted all our options to try and find out if there were any issues, we simply did not findanything wrong with the vehicle• Mr. [redacted] left and we never heard anything further about any issues• On June 22 or 23, Mr. [redacted] called us to let us know that engine had ceased and it was at aMercedes-Benz facility in [redacted], note this is 4 months after delivery• I got involved at this point and contact Mr. [redacted] on June 25th• He explained to me that he was driving the car and a check engine light came on and then thecar hesitated and then stopped functioning• When he took the vehicle to the Mercedes-Benz Dealer, it was confirmed that the engine ceasedand he was also told by the advisor the vehicle's manufacturer warranty had been previouslyflagged due to software changes• Mr. [redacted] was also told by the Mercedes Benz advisor that these notes were "internal" MBnotes and no other dealer, other than a Mercedes-Benz dealer, has access to these internalnotes.• We were very curious to find out what happened to this vehicle since the transmission wasreplaced; we wanted to be certain it was not a failure due to the transmission• Both my Service Manager and I called the Mercedes-Benz facility to speak with the ServiceAdvisor to get details, please note, mileage on the vehicle was 26,399• Even though it was determined that the engine failed, NOT the transmission, it was NOTdetermined what caused the failure, but the advisor felt, from his experience, that it wascatastrophic engine failure at that point and time; he also stated that Mr. [redacted] drove thevehicle home after the check engine light came on instead of pulling over and having vehicletowed at that point• Advisor determined engine needed to be replaced at a cost of $41,000• I would also like to point out a very important factor that I learned after speaking with Mr.[redacted] and the Advisor- after Mr. [redacted] purchased the vehicle and drove it back to SanDiego, he had it inspected at the Mercedes-Benz Dealer and they did not find any issues• After gathering all the facts, I called Mr. [redacted] and told him I was genuinely stunned that thishappened and felt absolutely horrible for him, but 4 months had passed, the vehicle wasinspected after he returned to [redacted] by the MB dealer and there were no apparent issuesand the failure was not due to the transmission, so I felt we had no liability• We were also way beyond the Implied Warranty of Merchantability which is 15 days or 500miles and Mr. [redacted] declined any extended vehicle protection at the time of the sale sinceManufacturer Warranty was also expired• I told Mr. [redacted] that I could offer my assistance to him in way of my resources- I could assistwith possibly getting wholesale pricing for him on parts, etc .... I did not insinuate, in a nice way,"F you" as he stated, I really wanted to find a way to assist despite not participating in paying forrepairs• Mr. [redacted] told me at that point he would be contacting his attorney and would get "all themoney and more" and "blast" us all over the internet• On July 1, I received a call from Mr. [redacted] stating the cost of the engine replacement was nowat $35,000 and he was giving me a second chance to participate, I told him our position remainsthe sameWe are truly sorry Mr. [redacted] has experienced this unfortunate engine failure, however based on theinformation and failure occurring 4 months after vehicle delivery, iAUTOHAUS will not participate inpaying for any repairs.Please feel free to contact me if you have any questions.

In response to Mr. [redacted] complaint, please see the attached supporting documents. I have also attached a parts diagram from a factory parts catalogue showing the part with filter. Our Service Manager ([redacted]) made several attempts to explain things to Mr. [redacted], however a conversation was...

difficult since Mr. [redacted] would speak over [redacted] and tell him "don't give me your bt". Mr. [redacted] alleged a threat by saying "If you don't straighten up you act, ask Andrew (service advisor) what I have in the back of my truck"...the cargo space as well as floor of back seat in Mr. [redacted] Cayenne was full of ammunition- LOTS of ammunition, so much so, the tech had to move some in order to move the seat to access the area he needed to in order to do repairs. Perhaps Mr. [redacted] was referring to something else, but it seems fairly clear what he was alluding to when he made this statement. Not acceptable and will not be tolerated. iAUTOHAUS did NOT perform any unnecessary repairs, we did in fact do our best to explain in detail to Mr. [redacted] why these repairs were necessary and YES, our Service Manager did request a 3-way phone call with the "dealer" so we could all talk about their thoughts. We strongly believe there may have been some miscommunication or misunderstandings between Mr. [redacted] and the Porsche dealer and we were more than willing to explain the entire repair process. To summarize, iAUTOHAUS peformed the repairs correctly and we will not reimburse Mr. [redacted] for any repairs. Furthermore, we do take the statement Mr. [redacted] made VERY seriously and feel it would be in our best interest and safety, that Mr. [redacted] does not enter our premises in the future.Please feel free to contact me if you need more information.Thank you! [redacted]###-###-####

I have reviewed the response 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.
Please reject this response of iAUTOHAUS and I request that the Revdex.com contact a reputable Porsche service expert and seek an opinion as to the following false claims that iAUTOHAUS used in defrauding me: Does the Cayenne fuel filter require regular servicing and or replacement? iAUTOHAUS claimed the fuel filter (more like a metal strainer) requires replacing every 60,000 miles.  However, I have had extensive service done all over the country and in the 100,000 miles I have driven this car, not one service representative has told me such.  And I have been to many professions seeking services for this particular car. Do the fuel lines of Cayenne’s “always crack” and require replacing? According to the local dealership, when servicing similar repairs it is not their practice to replace anything but the one bad fuel pump and they do not stock the other pump generally because it never needs replacing.  That is another question for an expert in Porsche service. As far as the quotations attributed to me, I certainly did not say anything like that.  After [redacted] told me basically that iAUTOHAUS had me beat because I did not have the old parts they removed (They never offered those to me and I was desperate to get back on the road and off the streets. The weather was inordinately hot and posed a health risk.), I said that their Service Representative knew exactly what parts he (they) had removed from my back seat because that was where they had worked on my car. To fabricate a threat and make a leap and attempt to negate my standing because I have small arms ammunition is not fair. It is neither honest nor proper.  That small arms ammunition is completely legal and I carried it to sell it as it is quite valuable. iAUTOHAUS Service Manager [redacted] talked down to me and was extremely condescending.  He talked over me and I finally was forced to give up on the conversation. Please hold iAUTOHAUS accountable.  I have reason to believe that iAUTOHAUS has done this to others and iAUTOHAUS will continue to behave this way and defraud the public unless stopped by the Revdex.com. When I received the two messages from [redacted] misconstruing what I had in fact said, I decided it best not to talk with them further and to turn to the Revdex.com. Rest assured I will, however, post about this matter on the open internet.  Unless iAUTOHAUS apologizes and promises not to conduct them selves this way and compensates me fairly, I reserve my right to make this matter public. I am hoping the parts they installed hold because I do not want to have to go back to iAUTOHAUS. After their (false) defamatory accusations, I am certain the Revdex.com will understand. I hope and pray the Revdex.com is not staffed with any who would take such outlandish accusations and disqualify my complaint because they are against our Second Amendment.  Please ignore such things and please focus upon the substance of the fraudulent and deceptive practices of iAUTOHAUS. I await the response of the Revdex.com. It would be preferable to settle this amicably.  However, if the Revdex.com deems a hearing is in order and necessary I will be there.

Regards,

We have reviewed the complaint filed by Mr. [redacted] regard his purchase of a 2011Mercedes- Benz GL350,#[redacted].
The following are important points regarding this matter:• Vehicle purchase date: March 28th, 2016- Mr. and Mrs. [redacted] drove from Idaho to AZ to purchase vehicle• Customer presented...

iAUTOHAUS with a TRUECar/ USAA price protection certificate in the amount of $29,439- this price reflected a $250 member discount and our Dealer Doc Fee was INCLUDED per the certificate• Customer did in fact email us the certificate prior to their arrival,however it was not until we reviewed the customer's copy of the certificate that it had our doc fee included in the certificate price; the advertised price for this vehicle was in fact $29,689 (not including $375 doc fee)• We contacted TRUECar immediately while customer was here to try and figure out why the certificate price had the doc fee included- we were informed there was an error in how our account was set up in their system,TRUECar rep offered to write a letter stating this was the case• Despite this error,we took full responsibility and honored the certificate price- Vehicle cost was adjusted to $29,064.00 and $375 doc fee was added and itemized on Purchase Order as with all Sales, thus honoring the $29,439 certificate price- please note,customer also saved on Sales Tax• Customer traded in a lease return vehicle (negative equity,car worth less than what was owed/due to Lessor -$5295, this amount needed to be added to the loan)• Mr. [redacted] has stated "we were never offered an extended warranty"- this is untrue- he was infact given quotes by Jeremy during his initial inquires around March 15th_ the extended Vehicle Service Contract was costly due to type of vehicle, year and mileage;Mr. [redacted] w:Js going to be financing the vehicle so the cost of the Vehicle Service Contract along with the negative equity needed to be taken into consideration- Mr.[redacted] declined coverage• Mr. and Mrs. [redacted] signed all the necessary documents- including a Delivery Confirmation acknowledging that they had the opportunity to test drive the vehicle,reviewed the entire transaction,nothing was promised that was not put in writing,we addressed all their concerns and they were satisfied with the entire transaction• The vehicle had no symptoms, warning lights or indications of any issues- please note,all of our vehicles are fully inspected prior to sale and knowing the [redacted]'s would be driving back to Idaho after the purchase,our Service Department ran a diagnostic test on vehicle on March 25th to be sure there were no codes indicating an issue- NO CODES WERE PRESENT• Mr. [redacted] also states that there was a "missing key"- the vehicle was not advertised with a spare key and we have a disclaimer on our website that clearly states not all vehicles will have a spare key or other accessories- it is a pre -owned vehicle and sold as such• On March 31'\ Mr. [redacted] contacted Jeremy and stated they made it home without any issues, however when he went to start the car the that morning a Check Engine light appeared­ please note, distance between iAUTOHAUS to the [redacted]'s residence is approximately 1,375 miles • Jeremy advised Mr. [redacted] that the car would need to be diagnosed- Mr. [redacted] stated he was concerned about the cost of taking the car to the Mercedes Dealership so Jeremy assisted Mr. [redacted] by locating a local independent repair shop close to where the [redacted]'s live;Mr.[redacted] took the vehicle to this shop for diagnosis• We contacted the shop on 4/1and were informed the vehicle needed a sensor in the ADBiue tank- this vehicle is a diesel and therefore equipped  with a tank that holds a fluid called "ADBiue"- the purpose of this ADBiue is to reduce the percentage  of NOx in the vehicle's emissions; a sensor within this tank needs to be replaced- please note,there is no way to check this sensor or predict if it is about to fail- failure of sensor will produce a warning light (Check Engine Light) and as previously  mentioned,we had no failure codes when we checked the vehicle prior to it leaving• On 4.4.16, I personally spoke with the technician/shop owner and asked if he thought thatmaybe Mercedes-Benz might cover this under the 96 month Emissions Warranty- he felt it was a possibility;I reached out to Mercedes-Benz of Spokane and spoke with the Service Manager "Scott"- he also thought it might  be a possibility,but he would have to do a little research and would _contact me later with an answer• Later that day I called back and was informed that even though the vehicle still had about 5K miles worth of Mercedes-Benz Factory Emissions Warranty left, this particular sensor would NOT be covered• I spoke with Mr. and Mrs. [redacted] later that afternoon and explained this information;I also explained that neither the Implied Warranty 15 days/500 Miles, nor our in-house limited Power Train Warranty 30 days/1,000 Miles would cover this sensor,not to mention that 1,300+ miles had been drivenTo summarize, this 2011Mercedes-Benz GL350 was sold in good faith,had no symptoms  prior to or during sale,left our facility with no issues, certificate pricing was honored  and there were absolutely no misrepresentations made.  We are very sorry that the [redacted]'s are experiencing an issue with the vehicle at this point and do understand the frustration, however as with any vehicle,new or pre-owned, mechanical issues can and do happen despite the best of efforts. This particular issue is unfortunately outside of the parameters of what is covered by any implied/limited warranty and therefore, iAUTOHAUS will not participate in paying for any repairs.Please feel free to contact me directly  if you need further  details.

In response to the customers response- our position remains the same:
1. Certificate price WAS honored with further savings on tax- customer wanted to start the negotiation process again after arrival to dealership despite agreeing to price prior to their arrival- regardless, customer walked away saving more money!!!
2. Customer was aware of spare key at time of sale, both signed a Delivery Confirmation stating they were satisfied with entire purchase.
3. Extended warranty WAS offered prior to arrival- Mr. [redacted] chose NOT to move forward with purchase due to cost and what the bank would approve.
4. Mr. [redacted] did in fact call AFTER they arrived home stating light came on the following morning.  Why didn't they call/email us if issue occurred enroute??? Customer never took vehicle to MB of Spokane due to cost to diag- Mr. [redacted] discussed this with Jeremy the morning the light came on AFTER they arrive home,  we actually found the [redacted]'s an Independent MB repair facility close to where they reside- this is where they took the vehicle for diag.We also communicated with the repair shop owner.
5. Again- the [redacted]'s signed a confirmation that they were satisfied and left our dealership happy. We again are sorry the light came on when they arrived home, but as previously mentioned, this issue is not covered by any implied warranty and was not a major malfunction.  If they did in fact speak to the MB dealer in Spokane while enroute and IF it were a serious issue, they certainly would not advise them to continue their journey home. 
Thank you.

his email is in response to complaint #[redacted].

 

The vehicle sold to Mr. [redacted] is pre-owned, previously driven and was sold as such. We do our best to present these used vehicles in the best possible condition however some flaws or imperfections cannot be made...

perfect, nor every detail noted/disclosed...hence “used car”. The “dent” Mr. [redacted] is referring to is actually a scratch which was touched up by our touch-up vendor prior to it being offered for sale. The vehicle did not have any dents. Our obligation as a used car dealer is to disclose anything that will violate the Implied Warranty of Merchantability (driveablity).  We post SEVERAL photos per vehicle (53 were posted for this vehicle) and customer always has the option to request a third party inspection of the vehicle. I have included the actual vehicle listing when advertised. All images can be enlarged when viewing.

http://[redacted]

 

I have also attached the actually image taken from the listing, which I emailed (not faxed) Mr. [redacted], including his signed Buyers Guide. It is also important to note that Mr. [redacted] did not pay our asking price for the vehicle, we gave him an additional $900 discount. Mr. [redacted] got a superb deal for a very clean, very nice PRE OWNED Mercedes- Benz!!!

 

Mr. [redacted] has also stated that we did not disclose the “dent” to the transport driver.  Transportation companies are independent companies and it is their SOLE responsibility to inspect these cars upon pick up.  We cannot tell them what to mark on their inspection sheets and this particular driver did not see the touched up bumper and failed to note it upon picking up the vehicle from our location.  He noted the imperfection upon delivery. We have both Bill of Lading’s- one showing the bumper area NOT marked and signed by us, the other marked upon delivery, signed by Mr. [redacted].

 

I have included all pertinent information (attached)- email correspondence, image, Buyers Guide, Bill of Lading- one copy given to us by driver, second copy given to customer. 

 

iAUTOHAUS will not reimburse Mr. [redacted] for the bumper. Please feel free to contact me directly if you have further questions. Could you please confirm that you have received this email?

 

Thank you very much!

[redacted]  

 

 

iAUTOHAUS.com |  [redacted].com

 

iAUTOHAUS, [redacted], [redacted]

Business Director | ###-###-####

[redacted]. | [redacted], AZ [redacted]