Kelly Chevrolet-Cadillac Inc

February 19, 2015Revdex.com*** *** *** *** ** ***Dear *** *** ***,I am writing in response to complaint ID *** submitted by *** *** on February 6,*** * *** *** own a Hyundai Entourage and it has been serviced by our
organization ona few occasions *** *** brought the vehicle into our service department for a PA State Inspectionon February 6, *** *** had to present a registration card in order for us to perform theinspection; this is a requirement under state inspection regulations and is also a requirement of the emissionssoftware we subscribe toThe registration card presented indicated that an emissions inspection was required.*** *** notified us that she applied for an updated card that did not require inspection but had notreceived it yet*** *** was unwilling to reschedule the appointment until after she received her newregistration cardWe performed the emission inspection in order to complete the PA state inspection for thecustomer at a reduced rate of $and our rate is $We are not willing to compromise onintegrity when it comes to complying with PA state laws and regulations*** *** also visited our service department in regards to an issue with the windshield wipers.Wipers and components have a year/60,mile component warranty as described in the owner’s manual.Our records indicate the first complaint in regards to the wipers was in May and the vehicle had 110,629miles on it, which is well past the warranty periodWe were able to partially repair the wipers so they couldfunction on one speed and notified the customer additional diagnostics were necessaryAfter further extensivediagnostics recommended by the manufacturer, which the customer was never charged for, it was determinedthat a new wiring harness was required This wiring harness is not covered under warranty The customerdeclined the repair.In closing, a vehicle with 137,miles will require more frequent maintenance and repairs than that ofa newer modelWe do our best to service our customers cars so they are safe and in compliance with laws.Regards,*** ***Service Manager

Re: Complaint ID# [redacted]Dear Ms. [redacted],I am writing in response to [redacted] Concern.She had bought her vehicle into our service facility having a concern with her power door and had explained to us she felt this was related to a prior accident she had with her vehicle. She has recently...

returned to our facility with a similar problem and during our diagnostics we inspected a wiring harness and contact pad we had installed for her on the first visit and we have found no fault with that component. [redacted] insurance has denied covering this repair under the accident saying they do not feel its related. We advised Ms. [redacted] we would need to go further with the diagnostics to narrow down the fault causing her concern. There would be a diagnostic fee associated with that procedure which Ms. [redacted] has declined at this time. During a telephone conversation with her and her husband I have explained this to her and she is deciding on what to do from this point on. I have informed her if we found it was the harness we replaced or the contact pad then those items would be covered under General Motors warranty for 1 year or 12,000 miles. However there is nothing wrong with those two components.In closing we would need to diagnosis her concerns further to isolate the fault in her system and the diagnostic fees would be implied at her expense. As a good faith gesture I offered a discounted diagnostic rate for her and our services.Thank youThaddeus G[redacted]Fixed Operations Manager

Hello- I was writing to ask to add new information to my complaint. The check engine light in my truck came on yet again yesterday.I stopped at [redacted] for a quick diagnosis and the same codes found were the ones supposedly corrected or non existent according to the dealership – emissions and...

evap leaks.Again, I ask the dealership take back this truck. Thank you [redacted]

June 4,2015Revdex.com of Western Pennsylvania Attn.: [redacted] Re: Complaint ID [redacted] Dear [redacted],Please accept this as our description of the incident. On May 11, 2015 [redacted] came to Kelly Chevrolet Cadillac and met with [redacted], Sales...

Representative, and [redacted], Finance Manager, with with the goal of purchasing or leasing a Chevrolet Silverado. [redacted] submitted her credit application online May 9, 2015. [redacted] was showed, the current best available programs through the lending institutions based on qualifications. [redacted] advised her that due to her credit score she would not qualify for this pricing without a co-signer. [redacted]’s boyfriend is a family member of [redacted]’s and [redacted] suggested having her boyfriend co-sign.In the meantime, our sales team continued with negotiation of the deal until [redacted] financial information could be provided. [redacted] has known [redacted]’s boyfriend for many years. He has always known him to be in good financial standing. When [redacted] credit application was pulled, he did not score as expected and the financial institution gave them a different rate based on the tier that they fell. [redacted] tried to work with the financial institution to make exceptions, however was unsuccessful. [redacted] repeated through the process as they do with all financing customers that payment quotes are pending qualifications with the lending institutions. Unfortunately this did not work and our offer based on what the financial institution provided was unacceptable to the customer.Kelly Chevrolet Cadillac strives to provide excellent customer service and a high level of satisfaction. Regards,[redacted]Controller

August 18, 2015[redacted] Revdex.com[redacted]Response Claim ID [redacted]Dear [redacted],[redacted] and [redacted] purchased a 2004 Nissan Frontier from Kelly Chevrolet Cadillac, Inc. on April 4, 2015. At the time both [redacted] and [redacted] were explained multiple things about this vehicle. First, the vehicle had just been traded in by another customer on March 26, 2015 by another customer and had not had an inspection by our service department. At that time we acknowledged there were a few lights on in the vehicle and we would not deliver the vehicle until it was reviewed by our service department. At that time concern was expressed that the vehicle they were trading in was not safe to drive so we provided a company loaner until the 2004 Nissan Frontier was repaired. Secondly, [redacted] and [redacted] express concerned that our website listed the vehicle as a 5 speed transmission when in fact it had an automatic transmission. Pictures were available on our website showing this as an automatic transmission and listing it as a 5 speed transmission was an admitted error. Both [redacted] and [redacted] liked the truck and were okay with the automatic transmission.A safety inspection was completed on the vehicle April 8, 2015 and resulted in a number of repairs. The vehicle was delivered to the customer in [redacted], Pennsylvania and on the way the lights came back on. She contacted the Pre-owned sales manager as soon as the vehicle arrived. We discussed the possibility of needing a knock sensor and speed sensor. She felt more comfortable having her mechanic perform the repairs. We assured her at that time that we would reimburse her for the repairs. [redacted] was reimbursed for the repairs made to the vehicle, copy of check attached. Additionally [redacted], primary buyer on the vehicle, was reimbursed for one month of loan payment due to the amount of time the vehicle was being repaired, copy of check attached. After her mechanic repaired the vehicle, the lights came on again. We picked up the vehicle, reviewed the codes and determined the vehicle needed the vac cut valve needed replaced. The vehicle was road tested for seven miles by the technician. The repair in the amount of $597 was not charged to the customer and was returned to the customer in working condition.[redacted] emailed a concern that she loses power when the air conditioning unit is turned on and it hisses. Our technician indicated a slight loss of power when air conditioning is turned on is normal during this time of year. We have made multiple repairs to this 11 year old vehicle and do not feel we are in a position to take the vehicle back. [redacted] and [redacted] have been compensated for repairs and inconvenience.Regards, Brendan P. K[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.
Regards,
[redacted] Ms. [redacted]In response to Mr. L**'s response on 2/16/2016o Mr. L** is running a bait and switch. Pure and simple. By his own admission his mechanics stated the motor mounts did not need replaced. This link shows a video of my motor before two of the most egregious mounts were replaced, me exercising one of the bad mounts and a video a mechanic put on the web of a car with bad mounts for comparison. Please ask a trusted mechanic yourself if the mount I am holding is worn. Or if my motor moves too much in the before video. [redacted] o It is clear what occurred. Kelly Automotive did not perform an adequate inspection. State laws mandate that mounts have to be replaced if they are cracked let alone as warn as the ones you see in the video. In addition to that the control arm bushings and serpentine belt suffered the same fate. He has no choice now but to say the mounts don't need replaced to cover for the original error and subsequent fraud. The mounts, bushings and belt should have been replaced. Not only by law but for the vehicle to be safe and worth the contractual negotiated condition of the car I paid for. o Stating he would give me a full price trade in is disingenuous at best. At worst it is insulting. How much would he make on the new car he was forcing us to buy if I didn't sign up to his "good will gesture" or take the car elsewhere to have repaired correctly? This is how the perfect bait and switch works. Sell someone a lemon, wait to see if they figure it out before the 3 month warranty is up and if they don't perpetuate the fraud by asking for more money for repairs or make even more money selling them a new car. o In addition to filing this complaint we have filed a Consumer Fraud action with the State Attorney General's office. o My demand remains. We would like Kelly to get the car to the condition it should have been in to actually pass inspection or reimburse my costs for doing so elsewhere.[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The document shows the hand written offer made by Damon.  The lighter, not the bold handwriting.  It clearly shows a difference of $29,380 and then the Ball Park figure of $33,775.  The ball park figure includes the $1,500 payoff of my CTS being traded, the tax of about $1,762 and another $1,133 in other fees (that doesn't seem right) bringing what they were going to sell the vehicle to me at $33,775.00.  Damon called and got the payoff figure for my vehicle being traded in and this amount was included in the $33,775.00 figure. Damon then added $400 to install a CD player that increases the ball park figure even more.  My fiancée was present at the negotiations and can testify that they did indeed include the payoff of my vehicle in the negotiations.  The dealer is not being truthful.  It was never mentioned in the e-mails or written on the business card that I also had to payoff my vehicle. I have attached a copy of the e-mail.  Also I have included the business card from Damon showing the offer of $29,268 plus plates.  No where in the documentation is the payoff of $1,500 mentioned.  Even when the paperwork was finally given to me in a formal typed format it was not mentioned that the payoff was not included, I had to be aware and notice that in the paperwork.  I have already purchased another vehicle.
Regards,
[redacted]

To Whom It May Concern:Ms. [redacted] came in on 12/26/2016 looking at a certified pre-owned Cadillac CTS. The vehicle was priced at $36,380 and she was offer $7,000 for her trade initially. After some negotiation we had agreed to $8580 for trade, which made the difference between the two cars at...

$27800 plus the 6% tax at $1668 (see copy of selection worksheet). When Ms. [redacted] left she was at $29268 plus plates (as referenced in the email from Ms. [redacted]).From that point Ms. [redacted] offered $25000 plus plates and we countered with $27,268 plus plates, which was accepted. When Ms. [redacted] came into the dealership to take delivery of the vehicle we wanted to clearly show her all the numbers that we had discussed, per her request. I actually gave her $27,216.80 including plates (which was a better deal than what was agreed upon), but because Ms [redacted] still owed $1579.80 on her trade she would either have to come up with that money or provide a free and clear title in order to trade her car.We did not mislead Ms. [redacted] in any of the negotiations in regards to the payoff of her trade.The only discussion was only the difference price between the two automobiles plus plates and we even included the plates and fees.At this point the vehicle that Ms [redacted] is interested in has been sold and no longer available.We would certainly still offer her $11,000 for trade against retail price on any other vehicle that is available on our lot. However, this would only be approximately $9400 towards the price of the car of her choice since the lien holder would need paid in full before we can obtain the title to the trade.Please let me know if this is amicable so we can assist Ms [redacted] in her selection process.Michael L** - General Manager

Review: I purchased a 2014 Kia Sorento from Mike Kelly Automotive in August 2013. During that time, there was a promotion for "Free Brakes for Life" on any vehicle purchased through Mike Kelly Kia. This offer was used as part of the sales pitch numerous times during my vehicle purchase. I was promised free brake pads for the life of my vehicle with my purchase. On Friday morning (April 29th, 2016), I dropped my vehicle off at Mike Kelly Kia to have it looked at for an issue and to have the brakes looked at (as I suspected that I would need new brakes soon). The service advisor (John) contacted me later that day and informed me that there was no issue, but that the brakes should be replaced and quoted me an amount of over $450 to replace front and back brakes and resurface all rotors. I brought up the offer that was included in my car purchase for "Free Brakes for Life" and he informed me that this offer has been discontinued and they are no longer honoring it. I again re-iterated that this offer was included in my car purchase in 2013 and he said he would "talk to his boss and let me know". John then called me back and let me know that his manager said the same thing, that is offer was no longer available. I called and informed my mom of the situation (my parents had helped me find Mike Kelly Automotive in the very beginning and were with me during my car purchase). My mom reached out to the service manager at Mike Kelly, explained the situation and our frustration, and was told that they would be back in touch. Shortly after, I received another call from John, informing me that they would honor the "Free Brakes for Life" this one time for me and proceeded to replace my front brakes and resurface my front rotors for $160. He was not able to tell me what specific charges were included in the $160, just that this would be the cost for the front brakes and rotors. I picked my car up on Saturday, April 30th and on my sales receipt it states that "Free Brakes for Life program honored for customer satisfaction. Will no longer be honored after this visit." I do not understand how a company can advertise an offer, say that an offer is included in your purchase, and then renege on the offer when it comes time for the customer to use it. The offer and renege is printed on my sales receipt, so they are acknowledging that I did purchase my car with the "Free Brakes for Life" offer. Allowing this to happen is terrible customer service and makes me greatly question the integrity of this company. Basically, it seems as though Mike Kelly Automotive can advertise and "include" any offer in your car purchase to get you to actually buy the car, and then revoke said offer. How are they able to breech their contract? And if they are able to do this - what is to keep them from changing other aspects of the contract agreed on when the car is sold (such as the price, the warranty, etc.)?Desired Settlement: I would like Mike Kelly Automotive to honor the offer that was included in my car purchase of "Free Brakes for Life". This offer was one of the main reasons that I chose to purchase a vehicle from this company. This is false advertisement and breech of contract and may even be considered illegal behavior on their part.

Business

Response:

05/12/2016Case# [redacted]To Whom It May Concern; I was able to contact Ms. [redacted] in regard to her concern. Mike Kelly Automotive will certain honor any programs that were promised at the time of the sale. There was a miscommunication within the dealership and unfortunately Ms. [redacted] was given inaccurate information. The “brakes for life” program that she was referring to was actually a “Lifetime Front Brake Pad replacement”. so as long as she owns that car and does the work here her front brake pads will be complimentary. I apologize for the confusion and please feel free to contact me with any additional questions about this case.Michael L** General Manager Kelly Chevrolet-Cadillac Inc [redacted]

Consumer

Response:

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

Review: A Nissan Frontier truck was delivered to me with both the check engine and abs lights on as well as a hissing air noise coming from the rear. ALL of these issues were present upon test drive and purchase and I was told that ALL would be resolved before delivery. Three days later, at delivery, ALL issues were still present. Dealership told me to take it to my mechanic for repairs. The truck was in the shop for 3 weeks the first time and another week after that because the issue was not fixed. Dealership paid for ONLY first time in the shop. Dealership also took truck back to their shop to repair. It was gone several more days and again returned to me with the hissing air noise STILL PRESENT. (and during ALL this time I was without a vehicle to get to and from work). I contacted dealership immediately. They promised it would be fixed at time of purchase and now they are ignoring my emails for the past two months. I do not have anything in writing about the promise to repair this noise but it was stated verbally. Otherwise, I NEVER would have purchased this truck. They have said their mechanic says it cannot be repaired and is a common problem for a 2004 truck. I owned a 2002 truck, same make and model and it NEVER in 10 years made this noise. I finally took it to a local Nissan dealer for a true diagnosis to which they put in writing. The constant noise is due to many holes throughout the exhaust system. They also stated that Mike Kelly dealership should NEVER had passed this truck's inspection due to the many holes. If Butler county required an emissions test, it certainly would not have passed.

Mike Kelly's 1) did not prepare this truck for sale or advertise it accurately 2)did not make all repairs promised prior to delivery - in fact they gave it to me with all issues for which I had to take to mechanic myself to resolve. 3) they gave truck a passing inspection sticker when according state inspection requires that there be no holes, cracks or leaking seams, otherwise it must be rejected.

This proper diagnosis cost me another $200. I have now paid $400 out of pocket for repairs/diagnostics for which Mike Kelly's should have handled even PRIOR to delivering the truck to me!

Meanwhile, I have been in constant contact with the dealership voicing these issues as they transpire. They have not responded to me in months.

This truck should have been repaired properly PRIOR to taking delivery and it should NOT have been giving a passing inspection sticker!!Desired Settlement: Originally, I asked the dealership to cover all costs for these repairs. I am still out $400 plus there are unresolved issues still, which I cannot afford, and for which they should have fixed prior to delivery to me.

Because they have not made any effort to work with me to resolve this last repair issue, in the last two emails to them I have asked my contract be voided and the truck returned to them so I can find another vehicle that does not have these issues. REMEMBER, ALL THESE ISSUES WERE TO BE TAKEN CARE OFF PRIOR TO THEM DELIVERING TO ME! OTHERWISE, I WOULD NEVER HAVE PURCHASED THIS TRUCK!!

Truly, this truck should not even have been advertised on their webpage as being for sale. I drove 80 miles because the ad stated it was a 5-speed (IT WAS NOT) and the model I was seeking. I compromised on the 5-speed issue because the dealership PROMISED to take care of ALL issues pointed out to them at time of purchase!!

Consumer

Response:

Hello- I was writing to ask to add new information to my complaint. The check engine light in my truck came on yet again yesterday.I stopped at [redacted] for a quick diagnosis and the same codes found were the ones supposedly corrected or non existent according to the dealership – emissions and evap leaks.Again, I ask the dealership take back this truck. Thank you [redacted]

Review: On May 11th I went to Kellys with the intent on purchasing a Chevy Silverado 1500 double door 4WD truck at that time I was taken back to talk to the financial guy and asked to sign a paper because the obtained my credit score. I signed the two papers and then was shown another paper that stated buying payment and interest rate the payment was 585 a month and the interest rate was at 0.96% this was for a 3 year lease 10,000 miles a year with my trade in 820 down on purchase. I then told them I would think about it and get back to them. On wed I called in and told them that I wanted more money for my trade and that I needed the payments lower. They called me back and told me that they could give me 14300 for my trade and that was only as long as I had my car to them by 70,000 miles I agreed that I could do that. Then they asked me what I needed my payments to be and I said between 450-460 they said ok I will call you back. I get a call back that they could do 479 a month and I said I would let them know. The next day I called back 5/13 and told them make it 460 and I could do it, they said they would get back to me. They called me back and stated that they could do 469 and I told them to start the paperwork. I get a call 5/15 that they couldn't get me that interest rate that I was shown in the beginning and that if I wanted the truck that the interest rate would be higher and I would have to pay 533 a month if I wanted the truck. I told them I was not going to do that the agreement was 469 not 533. This is unacceptable we had a verbal agreement on a price and I was shown an interest rate the very first day of 0.96% when the pulled my credit score.Desired Settlement: I believe that under our verbal agreement I should get the truck at the original price and interest rate that I was shown on the very first day of arriving at the dealership!

Business

Response:

June 4,2015Revdex.com of Western Pennsylvania Attn.: [redacted] Re: Complaint ID [redacted] Dear [redacted],Please accept this as our description of the incident. On May 11, 2015 [redacted] came to Kelly Chevrolet Cadillac and met with [redacted], Sales Representative, and [redacted], Finance Manager, with with the goal of purchasing or leasing a Chevrolet Silverado. [redacted] submitted her credit application online May 9, 2015. [redacted] was showed, the current best available programs through the lending institutions based on qualifications. [redacted] advised her that due to her credit score she would not qualify for this pricing without a co-signer. [redacted]’s boyfriend is a family member of [redacted]’s and [redacted] suggested having her boyfriend co-sign.In the meantime, our sales team continued with negotiation of the deal until [redacted] financial information could be provided. [redacted] has known [redacted]’s boyfriend for many years. He has always known him to be in good financial standing. When [redacted] credit application was pulled, he did not score as expected and the financial institution gave them a different rate based on the tier that they fell. [redacted] tried to work with the financial institution to make exceptions, however was unsuccessful. [redacted] repeated through the process as they do with all financing customers that payment quotes are pending qualifications with the lending institutions. Unfortunately this did not work and our offer based on what the financial institution provided was unacceptable to the customer.Kelly Chevrolet Cadillac strives to provide excellent customer service and a high level of satisfaction. Regards,[redacted]

Review: My daughter took her 2008 Kia Sportage in for a scheduled appointment at 8:30 on Mon. Feb. 10, 2014. They were to replace the timing belt and waterpump. My daughter made the appointment and was quoted an approx. billing of $600-$650. When they started working on the car they changed the price to $700 plus. Then they told her that the oil pan was leaking and needed replaced. This would be another $100/ The oil pan had a rust spot on it that I tried to have covered under warranty almost 2 years ago. I just changed the oil in the car and it was not leaking. I have a new concrete drive where she parks and there are no oil spots on my drive. It was not leaking when it went into their garage. I believe their mechanic stuck something into the rust and caused the leak. When all was done it took over 6 hours and the bill was $1015.89. I think they confused purposedly my daughter and took extreme advantage of her. I would like nothing more than to be charged what they said it was going to cost. That will be enough because I will never set foot in that place again. It is a shame because this was the third car I had bought there.Desired Settlement: What the dealer said it would cost, about $300 less than what they charged.

Business

Response:

Please accept this as our description of the incident. On February 10, 2014, Ms. [redacted]

Review: 6 months and 5k miles after purchase I took my car in for an oil change and a fluid leak. The manager at the [redacted] on [redacted] informed me that my serpentine belt, control arm bushings, and motor mounts all needed to be replaced. He added that he believed the inspection on the vehicle conducted before we purchased the vehicle should have caught these. And that this much wear could not have occurred in 6 months or 5k miles since. We had the serpentine belt replaced by [redacted] at that time because it was very worn. When we contacted Mike L** at Kelly Automotive he told us that I was out of warranty and that the damage could have happened in 5k miles. He offered to replace only the control arms if I pay 50% and stated the motor mounts, according to his mechanics, did not need replaced. They also suggested that I actually may not want to put more money in the car and trade up. We had 2 of the 4 worst mounts replaced and will be getting the other 2 done. the cost for all of this is $1000. We believe Mike K[redacted] did not perform an adequate inspection. As such the clock for the 3 month warranty should not have started. We believe this was a bait and switch. One that put our safety at risk. Here is a video we made of the mounts - [redacted]

Believe the issue is multi-faceted. False advertising (bait and switch), inspection fraud and being charged for items we should not have.

Car bought - 8/15/2015

[redacted] issues found replaced belt - 1/14/2016

Kelly Automotive replace control arms half $ - 1/16/2016

[redacted] replace 2 worst mounts and suggest rest - 1/26/2015Desired Settlement: Reimburse for repairs and pay to complete replacement of other mounts.

Business

Response:

To Whom It May Concern: [redacted] purchase the 2002 Ford Escape (VIN [redacted]) on August 20, 2015 for $6991 plus tax, title, license, and fees. At the time of purchase, the customer was informed of the limited 90 day warranty that was included at no cost to the customer. On January 21, 2016 customer came in with various vehicle concerns on the Ford Escape that an independent service station ([redacted], according to [redacted]) recommended corrected. As a good will gesture to the customer, Mike Kelly Automotive verified some of the concerns and offered to complete the repair at a 50% rate, even though there were evidence of tampering on the control arms. I also offered the customer an option to trade in their 2002 Ford Escape for full price of what they had paid the vehicle for since [redacted] main concern was the safety of his daughter. Mr. [redacted] declined the offer stating that he does not have the financial means to support a new or newer vehicle, so the customer elected to have the repairs done. [redacted] then requested how much it would be for Mike Kelly Automotive to replace the motor mounts of the vehicle. I told Mr. [redacted] that we could not verify the concern and there for would not be comfortable to charge them for a repair that we did not see as necessary. After the control arm/bushing repair was completed the customer took the vehicle back to [redacted] who then performed the repair that they had recommended to the customer. Mike Kelly Automotive performed the state inspection process as defined by state law back in August 2015 with a licensed technician. We’ve already went above and beyond the original warranty coverages by both time and actual components for customer satisfaction. Mike Kelly Automotive has more the satisfied the agreed upon transaction and will not be willing to offer any additional good will at this time.Thank you for your time and efforts in the matter.Sincerely,Michael L**GMMike Kelly Automotive

Review: This has been ongoing. I complained tonthe [redacted] over a year ago because of ongoing issues with the windshield wipers. They p!aged around and ignored requests for over a year until it was out of warranty. Then they said it was over $3000 to fix it because it was the harness. Suddenly they knew exactly what was wrong. They messed up a brake job the following I election. Despite our comp!aunts they said it was fine and not their issue. They have replaced something on the front end every. These are parts that should last years. Again today they did right front ball joint that should have been fine do to prior service. The last time they didn't he front end itbbrokemin less than a year and we had to to then entourage to a location thatbsiad things had been justbcut off and not replaced properly. Also today they were instructed not to do an emission test. They said they had to despite the fact that we told them not to and it isn't required. We provided proof that we now lived in [redacted] County, not [redacted], and a change of address. When the new registration comes in in a week or so it will be [redacted] county. That was a $21 charge. The [redacted] is no help either as they just say if you do not like the service take it to another [redacted] dealer. This is not prafticle because of the distance and work situations and they know this.Desired Settlement: We feel they should refund the emissions test charge as we do not need it. Imalsomthink that the harness should have been fixed when it was still in warranty and still be covered. There should also an adjustment on labor for their continued shoddy repair work. I have no doubt we will have issues again. We have had tons of issues with then electric doors on this vehicle also. Some were covered in recalls and warranty though. Once this vehicle is no longer repairable we will no longer deal with them, but we can't afford another vehicle due to my health issues. I would also like to say that they do not listen. There have often been repairs not performed that we asked for and times I even ques?tioned if they were done when charged for them, though I'm can not prove this.

Business

Response:

February 19, 2015Revdex.com[redacted]Dear [redacted],I am writing in response to complaint ID [redacted] submitted by [redacted] on February 6,2015. [redacted] own a 2007 Hyundai Entourage and it has been serviced by our organization ona few occasions [redacted] brought the vehicle into our service department for a PA State Inspectionon February 6, 2015. [redacted] had to present a registration card in order for us to perform theinspection; this is a requirement under state inspection regulations and is also a requirement of the emissionssoftware we subscribe to. The registration card presented indicated that an emissions inspection was required.[redacted] notified us that she applied for an updated card that did not require inspection but had notreceived it yet. [redacted] was unwilling to reschedule the appointment until after she received her newregistration card. We performed the emission inspection in order to complete the PA state inspection for thecustomer at a reduced rate of $21.00 and our normal rate is $34.95. We are not willing to compromise onintegrity when it comes to complying with PA state laws and regulations[redacted] also visited our service department in regards to an issue with the windshield wipers.Wipers and components have a 5 year/60,000 mile component warranty as described in the owner’s manual.Our records indicate the first complaint in regards to the wipers was in May 2013 and the vehicle had 110,629miles on it, which is well past the warranty period. We were able to partially repair the wipers so they couldfunction on one speed and notified the customer additional diagnostics were necessary. After further extensivediagnostics recommended by the manufacturer, which the customer was never charged for, it was determinedthat a new wiring harness was required This wiring harness is not covered under warranty The customerdeclined the repair.In closing, a vehicle with 137,877 miles will require more frequent maintenance and repairs than that ofa newer model. We do our best to service our customers cars so they are safe and in compliance with laws.Regards,[redacted]Service Manager