Kelley's Auto Body & Trim Shop

On May 23, we tested the battery and charging system due to the customer's need to have the car jump started.  Both the charging system and the battery tested fine so no work was performed.  On the same date that this complaint was filed, the vehicle returned to our service department with...

a concern about the battery.  This time, the battery failed the performance test and the battery was replaced.  We believe the situation has been resolved.

Our previous response addresses the matter of inquiries and the fact that the number of inquiries has no bearing on the credit score.  [redacted] is correct that her financing ended up being throug [redacted] but the loan she got was through the dealer program and not via the program referenced in her letter.

[redacted] brought her vehicle to us on December 8, 2015, with 3 complaints as follows:1. Brake pedal rubbing noise2. Driver-side front window noise3. Vehicle pulling to the leftWe were not able to duplicate the brake pedal noise so no action or recommendation was made.  In regard to the window...

noise, we had to order a replacement window channel as we did not have that part in stock.  In order to complete the alignment, we had to order a camber kit for the vehicle.  We have attempted to schedule appointments with [redacted] to complete the work but this has not been able to happen yet.  We had an appointment yesterday with [redacted] but she did not show up for that.  We would be happy to complete the work as needed but we cannot do so if [redacted] does not bring the vehicle in for the repairs.

[redacted] came to the dealership on Saturday with a question about a claim regarding the [redacted] coverage that he purchased with his vehicle.  He spoke to [redacted] on Saturday.  We believe that [redacted] has taken his vehicle to another dealership or service...

facility for his concern as we have no record of him visiting our service department.  He tried to call Phil G[redacted] yesterday but Phil was out sick which is why he didn't return [redacted] call until this morning.  Since that call, Lori has contacted the appropriate Allstate claim center to try to figure out what is happening to cause [redacted] unhappiness.  Unfortunately, because the vehicle was not taken to our shop, this can be a difficult task.  The Allstate claim center told Lori that they had asked for further information on the claim but that this request went unanswered.  Lori will be calling [redacted] to explain and will try to help him through this process aas best she can.

I am sending you more information with respect to my original complaint.  I found out that Jay who is the sales manager at Shaller dealership is not willing to pay for the parts that is needed to fix my car.  I also found out today by Chris who is the service manager would be willing to...

pay but; is not allowed and that the car I had purchased was tuned prior to purchase which made my car not being able to turn on.  I would like for your office to assist me in this matter because I have tried to speak with Jay the sales manager and has fallen on deaf ears.  Thank you, [redacted]

Complaint: [redacted]
I am rejecting this response because:I went to the dealership with only one problem- a cylinder intermittently misfiring and the car vibrating violently. Dealership told me my car was fixed. However, the problem reoccurred shortly after I left the repair shop. I called to inform them the next day and brought the car back for the same problem when I returned from vacation. The repairs allegedly performed were not requested as the only problem I needed fixed was never fixed, as documented by their last invoice where they admit the car is still vibrating. Their claim that the work performed was necessary is as credible as the claim that the problem was repaired (it was not), or that the engine had internal damage (it does not), or that the car could not be fixed (it was).There is no reason why I should have to pay 3 times what it actually cost to repair a bad fuel injector (~$1200 total according to the last offer) when the dealership was negligent, incompetent and never repaired my vehicle. The actual repair costs were only ~$400, done by a competent mechanic. I initially attempted to resolve this matter with the dealership but was ignored. I now request a full refund. 
Sincerely,
[redacted]

We have been in contact with the customer and are in the process of resolving his concerns. We have made an offer to him which he verbally accepted and are now working to coordinate a day and time when he can visit the dealership in person so we can complete the items for him.

Our answer was in the last response.  [redacted] had the larger repair completed on June 16.  He came back on the 28th and we found a subsequent but unrelated issue with the timing belt.  The repairs related to this were done at no charge to [redacted] in light of the larger bill and were to a different portion of the engine.  The fact that subsequent repairs were done does not necessarily mean that the prior work was not needed.  Regardless of this, we offered [redacted] a credit equal to what he paid the other shop.  He has refused that offer.

Complaint: [redacted]
I am rejecting this response because: the response is misleading and does not resolve my complaint. Specifically, while the response states that the charge was $25 and change, I charged a total of $32.55 after the additional "fees" were tacked onto the bill. This response further demonstrates the misleading and deceptive trade practices that this business engages in. While the amount that is disputed is insignificant ($6), I feel obligated to report the dishonest service department so that others do not fall victim to these deceptive trade practices. Most people would not waste time reporting these disputes, but they add up and the business should not be allowed to continue misrepresenting undisclosed fees when quoting service orders.
Sincerely,
[redacted]

I can just pick out something else and my 3000$ down payment will go towards the different vehicle correct?  I have to return again tomorrow due to the car still pulling left.  So I'd like to do it all tomorrow
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

I am not sure where [redacted] is getting the idea that the vehicle was "tuned" and I am not even sure what she means by this term.  The vehicle, like all used vehicles, went through an inspection before we put it on the lot.  We did perform some maintenance items as part of this process.  The maintenance included an engine oil and filter change as well as a drain and refill of the transmission fluid. Nothing we did to the vehicle would qualify as a tune-up if that is what she is suggesting was done.We stand by our prior response.

Complaint: [redacted]
I am rejecting this response because:  Shaller dealership tuned the car and they knew that this would cause the spark plugs and sensors to go bad.  It was admitted by their service manager that the tune was done prior to purchase and noting was done to put in the stock products in the car.  This isales manager Jay is not going to do anything to assist with this situation since he is new at the dealer and not having any care for their customers.  I want this dealership Shaller to pay for the cost of the parts that are needed to be done.  
Sincerely,
[redacted]

[redacted] purchased this vehicle about 3 months and 7,000 miles ago and it is our technician's opinion that the vehicle is functioning properly at this time.  Regardless of this, as offered in prior responses, if [redacted] would like to discuss trading her vehicle for another, we will gladly do our best to make it as easy as possible.  Chris Miller can introduce her to our sales management team or she can reach out to the sales department directly.

Complaint: [redacted]
I am rejecting this response because:I specifically told my sales representative not to apply to [redacted] and to relay that to [redacted] I told him that I would not be approved. Your employees are lying to you. His name is Steve Matters and I told him at least twice, once when I looked at the car initially and once when I filled out the credit application.  These hard inquiries have already decreased my credit score. You should probably speak to your sales representatives about listening to their customers as well as inform your customers of the hard inquiries that will appear on their credit reports beforehand.
Sincerely,
[redacted]

Mr. [redacted] emailed me yesterday with this same request.  Upon review of his deal paperwork from 2 years ago, there is no indication of any such promise made.  Despite the lack of documentation, our General Sales Manager offered to take care of his oil change yesterday.  I informed Mr....

[redacted] that there is no documentation to support his claim.  I also told him that we would be happy to honor his claim if he had anything that supports it.  Barring any such documentation, I don't believe that we should be expected to honor a claim that has no supporting documentation.