M & B Automotive Group

Revdex.com of Metro Washington DC and Eastern Pennsylvania John FKennedy BlvdSuite Philadelphia, PA Thursday September 10, 2015To whom it may Concern (or [redacted] ***): Regarding ID [redacted] , M& B Automotive Group (dba: [redacted] ) and customer [redacted] and [redacted] The [redacted] with VIN# [redacted] was at [redacted] on 8/6/The customers’ dashboard screen was inspected by multiple technicians as well as the Service Director of [redacted] In addition, a [redacted] representative also looked at the screenIt was determined that the screen had extensive physical damage that was well beyond a hairline crackIt was brought to our attention that after visiting [redacted] , the customer also visited another [redacted] dealership which also denied this coverageUnfortunately, [redacted] cannot cover this repair for this customer and [redacted] Motor Sales will also not cover this as a warranty repair, as it was determined that this was physically damaged If any further questions are needed to be answered, please feel free to contact George D [redacted] (Service Director) at [redacted] Regards,Ryan P [redacted] ###-###-#### / [redacted] Style Definitions */

Customer was in dealership on 5/24/for state inspection and emissions Technician recommended replacing leaking power steering line Customer declined repair Customer came back the following day blaming dealer for empty power steering reservoir Dealer replaced power steering line along subframe at NO CHARGE Customer then came in on 6/1/claiming that dealer sabotaged her vehicle Customer said they had [redacted] but wasn’t willing to use it, that the dealer should have to incur cost to tow vehicle in Dealer refused to tow vehicle in at dealers expense Customer called [redacted] and had vehicle towed in Dealer inspected vehicle and found power steering pump blowing out oil Dealer again replaced part at NO COST to customerSpoke with customer, informed customer that they are local and we wish to continue a relationship and hope to build a relationship that is founded on trust That is why dealer is handling this concern as well Customer apologized to dealer as well All is good Customer is currently driving vehicle with expired state inspection stickers, a torn control arm bushing and an exhaust leak, dealer offered to help customer with remaining repairs

Revdex.com of Metro Washington DC and Eastern Pennsylvania
John FKennedy BlvdSuite
class="MsoNormal">Philadelphia, PA
Thursday September 10, 2015To whom it may Concern (or *** ***):
Regarding ID ***, M& B Automotive Group (dba:
*** ***) and customer *** and *** ***
The *** *** with VIN# *** was at
*** *** on 8/6/The customers’ dashboard screen was inspected by
multiple technicians as well as the Service Director of *** ***In
addition, a *** representative also looked at the screenIt was determined
that the screen had extensive physical damage that was well beyond a hairline
crackIt was brought to our attention that after visiting *** ***, the
customer also visited another *** dealership which also denied this
coverageUnfortunately, *** *** cannot cover this repair for this
customer and *** Motor Sales will also not cover this as a warranty repair,
as it was determined that this was physically damaged.
If any further questions are needed to be answered, please
feel free to contact George D*** (Service Director) at *** ***
Regards,
Ryan P***
*** ***
###-###-####

Complaint: ***
I am rejecting this response because:
As before, *** *** simply does not give a responseSince buying this car new, we have treated it perfectly reasonablyThe only reason we had to press hard on the screen was because *** designed it that wayIt developed hairline cracks -- nothing more -- only because it had to be jabbed to get it to workThe hairline cracks have now spread to cover the entire screenThis damage was the result only of using the screen as the manufacturer's flawed design required
Why are they refusing to fix this under the warranty? Why are they requiring that we pay $to have a fix? We still have no answer
Regards,
*** ***

Revdex.com of Metro Washington DC and Eastern Pennsylvania
John FKennedy BlvdSuite
class="MsoNormal">Philadelphia, PA
Wednesday March 9th,
To whom it may Concern (or *** ***):
Regarding ID ***, M& B Automotive Group (dba:
Ardmore ***) and customer *** ***
Ardmore *** paid *** Financial Services via an ACH
Payment to resolve the customer concerns for the full amount of $per
the notice the customer received and shared with Ardmore ***.
We thank you for your understanding towards this matter
If any further questions are needed to be answered, please
feel free to contact Ryan P*** or Kim G*** at Ardmore ***
Regards,
Ryan P***
VP Marketing
Ardmore ***
***

Revdex.com of Metro Washington DC and Eastern Pennsylvania
John FKennedy BlvdSuite
Philadelphia, PA Tuesday September 15th, 2015
To whom it may Concern (or *** ***):
Regarding ID ***, M& B Automotive Group (dba:
*** ***) and customer *** and *** ***While we acknowledge the customers concerns, we stand by our
initial reply to this Revdex.com Case ID ***This is in regards to the
*** *** with VIN# *** that was at *** *** on
8/6/As previously stated, the customers’ dashboard screen was inspected by
multiple technicians as well as the Service Director of *** ***In addition, and as previously stated, a *** Motor Sales,
USA representative also looked at the screenIt was determined that the screen
had extensive physical damage that was well beyond a hairline crackUnfortunately,
*** *** cannot cover this repair for this customer and *** Motor
Sales will also not cover this as a warranty repair, as it was determined that
this was physically damagedIf any further questions are needed to be answered, we
suggest the customer contact *** Motor Sales, USA to discuss this matter
with them further
Regards,
Ryan P***
*** ***
***

Revdex.com of Metro Washington DC and Eastern Pennsylvania
John FKennedy BlvdSuite
class="MsoNormal">Philadelphia, PA
Friday March 20th,
To whom it may Concern (or Joseph Hudach):
Regarding ID 10531931, M& B Automotive Group (dba:
Ardmore ***) and customer *** ***
We put all vehicles through our service shop and in this
case, this vehicle did go through our shopAt the time the vehicle went through
the shop, there was no issues
We have reached out to the customer and worked with the
customer on the many requests they have madeIf the customer would like to work
out a fair traof the vehicle we are willing to work with the customer
If any further questions are needed to be answered, please
feel free to contact Martin F* who has been very helpful in
communicating with the customer (Used Car Sales Manager) at Ardmore ***
Regards,
Ryan Pesin
Ardmore ***
610-645-

Revdex.com of Metro Washington DC and Eastern Pennsylvania
John FKennedy BlvdSuite
Philadelphia, PA
Wednesday March 9th,
To whom it may Concern (or *** ***):
Regarding ID ***, M& B Automotive Group (dba:
Ardmore ***) and
customer *** ***
Ardmore *** paid *** Financial Services via an ACH
Payment to resolve the customer concerns for the full amount of $per
the notice the customer received and shared with Ardmore ***.
We thank you for your understanding towards this matter
If any further questions are needed to be answered, please
feel free to contact Ryan P*** or Kim G*** at Ardmore ***
Regards,
Ryan P***
VP Marketing
Ardmore ***
***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this responseThe resolution of my complaint requires that *** *** revise the deceptive portions of their Preferred Customer Card marketing and provide the revised PCC informational sheet to the Revdex.com and myselfAttached are copies of my November letter to the company and their PCC description
Regards,
** *** ***
MrRobert C*** Ardmore *** *** ** *** ***Ardmore, PA 19003MrC***,We purchased our *** v in April of that yearWe previously owned a *** bought at *** *** ***With the *** v I opted to get the "Preferred Customer Card" for a 6-year term.I have learned that the information provided about the PCC program was highly misleadingArdmore *** made exaggerated and inaccurate claims concerning the value of the PCCThese problems included the following.The PCC description advertised a "24/Exclusive Tow Service.” In August, when my wife had a flat tire and tried to use the towing service, we discovered that it did not existWhen she called the ***Care roadside assistance number, they told her our benefit had expiredThe PCC form gave no other number to callKim G*** subsequently informed me that the denial of service was a mistake, and our benefit had been restoredLast month she reversed herself and said that in fact there was no PCC towing serviceInstead, the benefit consisted of reimbursal for roadside assistance that we had to obtain ourselves.Ardmore *** claimed that the PCC program provided oil changes every months, a supposed value of $over yearsBut your service advisors havetold me that synthetic oil should only be changed annuallyMore seriously, thefirst years of oil changes were already fully covered by ***Care.Similarly, the PCC form stated that there was a 6-year towing benefit, whereas we already had the ***Care roadside assistance benefit for the first yearsI was incorrectly led to believe that the PCC program became active upon expiration of ***Care, giving us a total of years of maintenance and towing benefits.It is illogical that I or any other *** customers would willingly pay for years of PCC benefits that duplicated what was already covered by ***CareArdmore ***'s PCC program information was deceptive.Following my discussions with MsG*** last month, we were refunded $of the $I originally paid for the PCC program.I have enclosed a copy of the PCC description I was given in I expect Ardmore *** to promptly correct the misrepresentations on the formAt a minimum, this should include: -* A clear statement that the PCC program overlaps with ***Care.• Revised estimated values for oil changes and towing costs to reflect the fact that customers receive these benefits at no charge through ***Care,• A corrected explanation of the towing item as a reimbursement benefit, not a *TOW Service."I request that Ardmore *** make these corrections to the PCC form and send me a copy no more than days after the date of this letterThe new form should be used for all future PCC sales.I await your responseSincerely,
CC*** *** *** *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Ardmore Toyota is still covering the fact that they did not do their best in researching in the background of the *** truck prior to taking possession and then on the resaleEven back as late as 2010, Ardmore Toyota was well equipped and had at their disposal research tools to have been able to spot this problem
The day of our phone conversation MsKG*** indicated that it they would have gladly taken the truck in as a traif we had only gone there Our intention was not to buy a Toyota even when we were made aware that our truck was reported to be "A Total Loss"MsG*** statement, just reinforces that Ardmore Toyota is willing to close a blind eye just for the sake of a sale and are practicing something that is still not totally legal by taking a vehicle in that they claim they would sell for scrap or junk the truck
Why wasn't this done years ago instead of selling it to us with a possibility that there could have been something majorly wrong with it - putting our lives at risk?
Regards,
Gaetano A***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Ardmore Toyota is still covering the fact that they did not do their best in researching in the background of the *** truck prior to taking possession and then on the resaleEven back as late as 2010, Ardmore Toyota was well equipped and had at their disposal research tools to have been able to spot this problem The day of our phone conversation MsKG*** indicated that it they would have gladly taken the truck in as a traif we had only gone there Our intention was not to buy a Toyota even when we were made aware that our truck was reported to be "A Total Loss"MsG*** statement, just reinforces that Ardmore Toyota is willing to close a blind eye just for the sake of a sale and are practicing something that is still not totally legal by taking a vehicle in that they claim they would sell for scrap or junk the truck Why wasn't this done years ago instead of selling it to us with a possibility that there could have been something majorly wrong with it - putting our lives at risk?
Regards,
Gaetano A***

"Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-themecolor: text1;">To whom it may concern at Revdex.com,
 
Customer has a concern that we addressed with them. We gave the customer
what they requested. We appreciate the customer input of the marketing of our
Preferred Customer Program and took their input under advisement.
 
Thank you,
Robert C[redacted]
General Manager
[redacted]

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

Ardmore Toyota sold the customer this vehicle after putting it through our service department and with a clean title. The tile was not branded or stated as a salvage or total loss vehicle. In addition, as the customers paperwork states, there was no record of a Total Loss on this vehicle on the...

[redacted] report prior to 1/7/2013. At no time did we act in bad faith to sell this vehicle to the customer. There was no deception as the customer stated.We spoke to [redacted] as well and they suggested to have the customer review the [redacted] Terms and Disclaimer page for additional clarification with regards to what information is reported, by who and when. Some businesses that [redacted] works with, did not give information to [redacted] in the past, and then joined the [redacted] network.The customer also agreed to purchase the car ‘As-Is’ with no warranty expressed or implied. In addition to Ardmore Toyota performing maintenance on this vehicle (which we invested into the cost of the vehicle), the car also passed PA State Inspection. We are not sure why and what determined the car to be called a Total Loss by the company that reported that, however, that data never made it to the title of the vehicle from the state. The title is not branded.If the customer would have returned to our dealership to work out a trade in for this vehicle on a newer car, we would certainly have assisted in this. As an “A-“ member of the Revdex.com, we feel we have acted in acceptable business practices with this purchase.In addition, we would encourage the customer to visit [redacted] to review Trade-In Values for the 2001 [redacted] Ranger with VIN [redacted]. According to [redacted], the vehicle last had 212,050 miles on 5/5/2016.In summary, the customer spoke to General Manager Kim G[redacted] 8/25/16 and she advised the customer that with all the information we had on the vehicle back in 2010, we sold the customer a good vehicle that lasted a long time, which the customer stated that he liked over the years. The customer thanked Kim for her time.

Revdex.com of Metro Washington DC and Eastern Pennsylvania
John FKennedy BlvdSuite
Philadelphia, PA 19103Tuesday September 15th, 2015
To whom it may Concern (or [redacted]):
Regarding ID [redacted], M& B Automotive Group (dba:
[redacted]) and customer [redacted] and [redacted]
While we acknowledge the customers concerns, we stand by our
initial reply to this Revdex.com Case ID [redacted]This is in regards to the
[redacted] with VIN# [redacted] that was at [redacted] on
8/6/As previously stated, the customers' dashboard screen was inspected by
multiple technicians as well as the Service Director of [redacted]
In addition, and as previously stated, a [redacted] Motor Sales,
USA representative also looked at the screenIt was determined that the screen
had extensive physical damage that was well beyond a hairline crackUnfortunately,
[redacted] cannot cover this repair for this customer and [redacted] Motor
Sales will also not cover this as a warranty repair, as it was determined that
this was physically damaged
If any further questions are needed to be answered, we
suggest the customer contact [redacted] Motor Sales, USA to discuss this matter
with them further
Regards,
Ryan P[redacted]

Friday July 17th, 2015To whom it may Concern (or [redacted]
[redacted]):Regarding ID [redacted], M& B
Automotive Group (dba: Ardmore Toyota) and customer [redacted].Ardmore Toyota would like to reiterate
their reply to the letter sent to the Revdex.com on
3/20/15.We put all
vehicles through our service shop and in this case, this vehicle did
go through our shop. At the time the vehicle went through the shop,
there was no issues.We have reached out to the customer and
worked with the customer on the many requests they have made. If the
customer would like to work out a fair trade-in of the vehicle we are
willing to work with the customer.If any further questions are needed to
be answered, please feel free to contact Martin F[redacted] who has
been very helpful in communicating with the customer (Used Car Sales
Manager) at Ardmore Toyota.Regards,Ryan P[redacted]Ardmore Toyota###-###-####

Customer was in dealership on 5/24/17 for state inspection and emissions.  Technician recommended replacing leaking power steering line.  Customer declined repair.  Customer came back the following day blaming dealer for empty power steering reservoir.  Dealer replaced power...

steering line along subframe at NO CHARGE.  Customer then came in on 6/1/17 claiming that dealer sabotaged her vehicle.  Customer said they had [redacted] but wasn’t willing to use it, that the dealer should have to incur cost to tow vehicle in.  Dealer refused to tow vehicle in at dealers expense.  Customer called [redacted] and had vehicle towed in.  Dealer inspected vehicle and found power steering pump blowing out oil.  Dealer again replaced part at NO COST to customer. Spoke with customer, informed customer that they are local and we wish to continue a relationship and hope to build a relationship that is founded on trust.  That is why dealer is handling this concern as well.  Customer apologized to dealer as well.  All is good.  Customer is currently driving vehicle with expired state inspection stickers, a torn control arm bushing and an exhaust leak, dealer offered to help customer with remaining repairs.

Since
the original case has been closed, on your advice I am reviewing and
adding/clarifying the history and current status of the matter at
hand. Thank you so much for your help in this. I am attaching copies
of the previous relevant documents. In this letter I will try to
condense and list the events in this terribly complicated mess, and
to state what I believe is due to us.Feb
2014, we saw a red 2013 [redacted] model S that we liked, with
4800 miles on it, priced $16,900. Bargained with salesman down to
$15,500, with 1.4 percent interest rate. We
were told by the salesman:The
[redacted] was cleanMileage:
28 mpg/ road, 38 mpg/highwaySpecial
transmission could switch between automatic and stick mode, for even
better gas mileageWe
settled at $15,500 - $7,500 down, $194/mo 72 months (1.4% interest)
and left a $500 deposit. Upon returning, we were told the price was
$16900, and the interest rate 4.9%. The manager referred us to
someone named Tom, who said the salesman was inexperienced, and had
made a mistake.I
returned to cancel the transaction and was told the $500 was
non-refundable, and they would not sell the car for the price told to
us. Instead they offered us a 2012 car, which they said was the exact
same model, but it turned out to be an "LE" model, not an
"S" model (the one with the special stick/automatic driving
feature). Finally the manager offered the first car at $16,500 with
1.9% interest. I accepted.I
then agreed to purchase a 5-year electrical warranty and another
protection warranty to cover upholstery rips, paint scratches, etc.
for $700 and $500, respectively. The protection warranty involved
putting a special protective coating on the car. The next day the
price for the $500 protection warranty was changed to $690.This
"certified" car was sold to us:With
all hub caps missingWith
severe rusting inside a wheel center hub.With
only a single keyWith
no floor matsWith
no operator's manualWith
f[redacted]ty alignmentWith
a leaking left front tire which had to be pluggedOperating
with a fuel efficiency of only 18 mpg, when tested on both road and
highway.I
was told the inexperienced salesman had been fired, and the agency
owner tried to talk us into leasing the car. The sales manager Mike
offered us a full tank of gas and an extra $100 for gas. Instead I
got a 1/4 tank of gas and no money.A
manager, Kim, offered to refund half of the price change and give us
a check for $500. When I got there she instead offered us a $500
coupon for service. We were there for 2-1/2 hours trying to get our
refund. I am a disabled person who experiences horrible back pain
when having to sit for extended periods of time - this was a great
hardship for me. Still they would not refund the money. Finally a
service manager, Josh, agreed that this was improper, and sent us a
check two weeks later.The
mileage was so bad I decided to cancel the two warranties. I was told
by Kim I could not cancel the protection warranty because some
coating work (scheduled by Alexis, the one who had changed the price
from $500 to $690) had already been done. This was not true. The work
had not been done, and Alexis was no longer employed there. I
continued to complain about the gas mileage. A salesman named John
said I must not be driving it correctly. I discovered that this
certified car had been delivered with only 20 lbs. pressure in all
tires. Increasing the pressure to 32 lbs., the car still only gets
19.5 mpg, road and highway. The owner's manual mentions nothing about
a special stick .vs. automatic mode. There is no mention of
stick-shift operation that was touted when I bought the car.We
were told that the [redacted] was clean. We have found out that the car had been
stolen and then recovered, and this information was kept from us!
Since our first contact with the Revdex.com the dealer has proposed a
trade-in. We do not trust anything about this agency and want only
money refunded or credited to the car loan. For the cancellation of
the protection warranty, our loan has been credited only $640 of the
$690. They still owe us another $50. Regarding the return of the
$700 electrical warranty: the dealer said that would notify [redacted] to
issue a $700 credit towards our loan, but we have received no
confirmation of that. We think the following would be fair:1)
$ 500
PRICE REFUND (the price was arbitrarily changed from $15500 to $16500, and they
only refunded $500 of that change, instead of $1000)2)
$ 100 FOR
PROMISED FREE GASOLINE (they promised us $100 of free gas - that never happened)3)
$ 50
REMAINING FROM THE PROTECTION WARRANTY CANCELLATION4)
$700 FOR
THE ELECTRICAL WARRANTY CANCELLATION5)
$1500 FOR
THE MULTIPLE MISREPRESENTATIONS AND CONTINUING EXPENSE OF THE BAD
FUEL EFFICIENCYThanks
again for your careful attention to this.Sincerely,[redacted]-------------------------------------------------------...⇄ /> ARDMORE Toyota 6/24/2014Attn:
Max P[redacted], Owner[redacted]Ardmore,
PA 19003Dear
Mr. P[redacted]:In
Feb 2014 my daughter and I shopped at your dealership and saw a red
2013 [redacted] model S that we liked. The car had 4800 miles on
it. We found a salesman inside. He told us the car was $16,900. I
told him we couldn't afford that, he agreed to sell it to us for
$15,500. I was hoping for a 0% interest rate, but the salesman said
that was for new cars - that the rate for used cars was 1.4%.He
went on to say that the car had a new sticker price of $22,000, that
the [redacted] was clean, and that it got 28 mpg on the road, and 38 mpg
on the highway. In addition to that, he said this "S"
model car had a very special transmission feature that allows one to
switch between stick-shift and automatic driving, simply by switching
modes between "S" and "D", and that in the
stick-shift mode, the mileage would be even better that the 28 and 38
mpg. We
spent three hours to figure out the deal, by which time I was quite
exhausted. We settled on a
price of $15,500, with a $7,500 down payment and a monthly payment of
$194 for 72 months. I left an initial $500 down payment that day.When
it came to closing the deal, I was told the price would be $16900,
and that the interest rate would be 4.9%. I asked for the manager,
who referred me to someone named Tom. Tom said that the salesman was
inexperienced, and had made a mistake.We
decided that this was unacceptable, and I went to the agency to
cancel the transaction and get my $500 back. I was told the $500 was
non-refundable, and they would not sell the car for the price told to
me. Instead they offered me a 2012 car, which they said was the exact
same model, but it turned out to be an "LE" model, not an
"S" model (the one with the special stick/automatic driving
feature). Finally the manager offered the first car at $16,500 with
1.9% interest. I accepted.I
then agreed to purchase a 5-year electrical warranty and another
protection warranty to cover upholstery rips, paint scratches, etc.
for $700 and $500, respectively. The protection warranty involved
putting a special protective coating on the car. The next day the
price for the $500 protection warranty was changed to $690.This
"certified" car was sold to me:With
two hub caps missing on the left sideWith
severe rusting inside a wheel center hub.With
only a single keyWith
no floor matsWith
no operator's manualWith faulty alignmentWith
a leaking left front tire which had to be pluggedOperating
with a fuel efficiency of only 18 mpg, when tested on both road and
highway.I
was told the inexperienced salesman had been fired, and then they
tried to talk me into leasing the car.The
sales manager Mike offered me a full tank of gas and an extra $100
for gas. Instead I got a 1/4 tank of gas and no money.Kim
(a manager at the agency) said she would refund half of the price
change from $15500 to $16500, and that I should come down to pick up
a check for $500. When I got there she did not have a check for me, but instead offered a $500 coupon for service.
This upset me so much that I misplaced my house key at the agency. I
called [redacted], and they sent my complaint to a customer relations rep
Josh, who said it was improper to offer me a coupon. He told me I
would receive a check for $500 in 2-3 days. The check came two weeks
later.I
was so discouraged by the mileage I was getting, that I decided to
cancel the two warranties. When another person, Alexis, had done the
paperwork, she had said we would need to bring the car in for the
coating to be put on. When I tried to cancel the protection
warranty, Kim said the coating work had already been completed, which
it had not. I was told that Alexis, who had changed the warranty
amount from $500 to $690, was no longer working there.I
continued to complain about the gas mileage. A salesman named John
said I must not be driving it correctly. I discovered that this
certified car had been delivered with only 20 lbs. pressure in all
tires. Increasing the pressure to 32 lbs., the car still only gets
22.5 mpg, road and highway.Having
obtained a manual, I have been unable to find any mention of a
special stick .vs. automatic mode. There is no mention of
stick-shift operation that was touted when I bought the car.We
were told that the [redacted] was clean. We have come to find out it
reports that the car had
been stolen and then recovered!The
car, its features, its history, its options and pricing have from the
very start all been misrepresented to us, and no one seems to want to
take responsibility for it. Unless we are properly compensated, we
have no choice but to report these goings-on to the police, the
Revdex.com, [redacted], et alia.Sincerely,[redacted]P.S.
Please direct correspondence to:[redacted]Upper
Darby, PA19082-------------------------------------------------------------------------...⇄ /> [redacted]
Motor Sales, U.S.A., Inc. 03/05/ 2015[redacted]Torrance, CA 90501To
whom it may concern:I
have a problem that I have tried to solve through the local
dealership and by calling the regional center, but with no results.
According to advice I have read, I should finally notify you, before
hiring an attorney.Attached
please find correspondence that I sent certified mail to the dealer
last year. Since that time I have received a refund of $640 (whereas
the proper amount was $690), and the missing hub caps, spare key, and
floor mats mentioned in the attached letter.My
main concern now is that the gas mileage (advertised as 28 road / 38
highway on the sticker) is only and always 19.9 mi/gal. It makes no
difference whether the test is road or highway - it is always the
same. The dealership examined the car and said they can find nothing
wrong. After
all the deception and bad faith (see the attached letter) I must
demand satisfaction on this issue, else pursue legal channels.Sincerely,[redacted]Upper
Darby, PA19082

Revdex.com of Metro Washington DC and Eastern Pennsylvania
John FKennedy BlvdSuite
Philadelphia, PA
Thursday September 10, 2015To whom it may Concern (or [redacted]):
Regarding ID [redacted], M& B Automotive Group (dba:
[redacted]) and customer
[redacted] and [redacted]
The [redacted] with VIN# [redacted] was at
[redacted] on 8/6/The customers' dashboard screen was inspected by
multiple technicians as well as the Service Director of [redacted]In
addition, a [redacted] representative also looked at the screenIt was determined
that the screen had extensive physical damage that was well beyond a hairline
crackIt was brought to our attention that after visiting [redacted], the
customer also visited another [redacted] dealership which also denied this
coverageUnfortunately, [redacted] cannot cover this repair for this
customer and [redacted] Motor Sales will also not cover this as a warranty repair,
as it was determined that this was physically damaged.
If any further questions are needed to be answered, please
feel free to contact George D[redacted] (Service Director) at [redacted]
Regards,Ryan P[redacted]
###-###-####

Review: On 8/17/13, we contacted Ardmore Toyota regarding the purchase of a 2013 Toyota Sienna. We received the assistance of Internet Sales Manager, [redacted]. [redacted] was helpful in talking with us and finding the right vehicle option and color that met our needs. **. [redacted] indicated there were a few vehicles available in the color and model we wanted, but he would have to get it from another dealer. **. [redacted] quoted us a price which I counteroffered with a price I was willing to pay. **. [redacted] said he would have to check with his manager to see if they could meet me at the price I suggested and would call us back. **. [redacted] never did call back.

On Friday, August 23, 2013 we told **. [redacted] we accepted his offer and informed him to proceed with the purchase of the car. He indicated there was only one Toyota Sienna available in the color and options we wanted and that car was in Virginia. He informed us he would make calls on Monday to try to secure the vehicle. We patiently waited for [redacted] to call us about the status of retrieving the vehicle and he would wait until the end of the day and then inform us that no one answered his calls and he would try again tomorrow. Three full days went by and that was the response we were getting from **. [redacted] that no one was returning his calls about the vehicle.

Beginning to grow suspicious about his intent to really secure the vehicle for us, we took matters into our own hands and tracked the car down at a Toyota dealership in Virginia. Please be advised we were under a time crunch for several reasons, 1) only one car existed in the color and options we were seeking 2) a $1500 rebate existed and would expire by month end, and 3) we were going on vacation that weekend and wanted to wrap up the deal.

The following day, our son was in an all day clinic at [redacted]’s Hospital in Philadelphia and it was near the Ardmore Toyota dealership, so we stopped over to speak with **. [redacted] to show him we were serious about getting this particular vehicle and we informed him the vehicle existed at the Toyota dealership in Virginia. He indicated he knew of the dealership and would once again call the following day to get it. He had us sign a purchase document which further demonstrated our intent to buy the car from his dealership if he secured the car.

The following day, while on vacation, we spoke with the inventory manager in Virginia who stated that if **. [redacted] would call him he would trade a car with him for the car we were seeking. We called **. [redacted] on Friday, August 29, 2013 for about 2 hours with no avail. Upon **. [redacted] finally calling us back, he said he could not get the car. **. [redacted] at this point, did not know that we ACTUALLY SPOKE with the inventory manager directly in Virginia, and he was lying all along about not being able to get the car. I insisted **. [redacted] call the inventory manager in Virginia and even supplied him the phone number to his direct extension. **. [redacted] then agreed to call and 2 minutes later called us back and said he couldn’t get the car because they don’t trade with that dealership. This was another lie because I found out later that all Toyota dealerships are willing to trade with each other and this is a common practice. Furthermore, **. [redacted] never said to us when we met in person that they don’t deal with that particular dealership. If that was the case, he should have told us that right there and then. **. [redacted] essentially left us hanging with only one day left in the month and we were running out of time.

Please be advised we are brand loyal as this is our second Toyota purchase. Fortunately, we found another reputable Toyota dealership the same day not far from Ardmore Toyota that called the dealership in Virginia and retrieved the vehicle for us within 10 minutes of calling them. They were willing to go the extra mile for us and did not give us a hard time. They were truly customer oriented and easy to work with.

In conclusion, I was very upset with the way **. [redacted] and Ardmore Toyota treated us. **. [redacted] consistently gave us false hope with the intention of never retrieving this vehicle. I truly believe he wanted the deal not to go through and was doing everything in his power to drag it out until the end of the month whereby we would lose the rebate and not get the car. I find it hard to believe that [redacted] couldn’t touch base with someone at the dealership in Virginia for three or four days when it took us just one day to make contact with folks at the dealership. We had to perform the dirty work for him because he wasn’t going the extra mile to secure the car. We essentially led the horse to the water and all he had to do was drink it. If he just told us he couldn’t do it, then we would have went to another dealer to get the car. Again, he strung us along instead of looking out for our best interest. How Toyota and Ardmore Toyota would want a salesman of this type to represent their brand and dealership is beyond me. I assure you that we will never refer a single friend or family member, of who are also repeat Toyota buyers, to this dealership. I hope this doesn’t happen to another customer and that is why I feel it is important to bring this to your attention to investigate further as it is apparent that other buyers should be skeptical of this dealership and more specifically **. [redacted]’s poor and unethical sales practices.Desired Settlement: I want prospective customers to be skeptical of this dealership and more specifically **. [redacted]’s poor and unethical sales practices.

I firmly believe the dealership and **. [redacted] will come up with an amicable resolution for the aggravation they caused.

Business

Response:

To whom it may Concern (or [redacted]):

Regarding ID [redacted], M& B Automotive Group (dba: Ardmore Toyota).

While we strive to accompany every customer, sometimes we are unable to accomplish our goal. In this instance, our goal (as is the case every time) was to sell a car. We never want to turn away a customer from a purchase. We would never not want to sell a customer a car.

This transaction had many complexities that had an end result in which we were unable to execute a Dealer Trade with another dealer. Contrary to the belief of the customer, not all dealerships will execute a Dealer Trade with another dealer. In this instance, this was in fact the case. In addition, the vehicle of interest for the customer was initially at another dealership. When we contacted that dealership (numerous times) we did not receive a call back. We followed up several times until we found out the car was no longer available and was sent to another dealership. The dealership that received the car informed our dealership that they would not execute the dealer trade with us. The contact at the dealership informed us that they would not give us that vehicle at the time because they especially brought this car in for a customer.

Needless to say, we were very disappointed on our end that we were unable to receive this car for the customer. As previously stated, we would never not want to sell a car to someone. In this case, our hands were tied.

We appreciate the customer brining this to our attention and we are upset that this did not work out just as much as the customer is.

We are a family owned business and we pride ourselves on providing excellent customer service. It is unfortunate that this situation did not result in the customer getting a car from our dealership. We wish the customer all the best with their new Sienna.

If any further questions are needed to be answered, please feel free to contact [redacted] or Bob Coppock at Ardmore Toyota

Regards,

Ardmore Toyota

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Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

To whom it may concern:

I am writing this letter in response to Ardmore Toyota’s rebuttal letter. The vehicle we wanted did switch from one Virginia dealership to another Virginia dealership. I personally contacted the Virginia dealership that ultimately received the vehicle and spoke with the Inventory Manager, [redacted], who stated that the deal fell through with the customer that was suppose to buy it and therefore was available again. **. [redacted] instructed me to have our dealership in Pennsylvania, Ardmore Toyota, contact him and he would execute the dealer trade. **. [redacted] even provided me his direct phone number for Ardmore Toyota to contact him.

It was at this time, while on vacation, that I reached out to [redacted], the sales manager at Ardmore Toyota to inform him that the car was available and all he needed to do was call **. [redacted] to execute a dealer trade. **. [redacted]’s response to me was “we don’t trade with that dealership” which contradicts what Ardmore Toyota mentioned in their rebuttal letter saying that they did have contact with this dealership. **. [redacted] brushed me aside and essentially left me hanging with the rebates and incentives set to expire at month end. This was extremely frustrating for me and it showed that Ardmore Toyota had no empathy towards their customers.

With that said, I had to take additional time away from my vacation to find another Toyota dealership that would be willing to make a deal and secure the vehicle from Virginia. Luckily, I did find another Toyota dealer, not far from Ardmore Toyota, that made the call to **. [redacted] in Virginia, executed the dealer trade, and completed the sale which is the only reason I am driving the vehicle today. This however came at an additional expense of $300 due to a higher sales price than Ardmore quoted and not to mention the cost of taking quality time away from my family during my vacation.

In closing, I formally dispute the above mentioned claims outlined in Ardmore’s rebuttal letter. I fully understand that they cannot make everyone happy; however this is no excuse for unfair treatment and poor customer service. They have made contradictory statements as to their ability to execute the Dealer Trade with the Virginia dealership and avoided the real issue. This again became apparent when I personally spoke with the Inventory Manager, [redacted], at the Virginia dealership who stated the deal fell through with another customer and to have the Ardmore dealership contact him and he would make the trade. To reduce our complaint to “what car sales place wouldn’t want to sell cars” is demeaning and distracting from the real issue of poor and unethical sales practices. And now through an inconsistent representation of actual events and failure to address the issue, this “family” owned business continues to demonstrate a lack of knowledge in what is takes to truly achieve customer satisfaction. As a resolution to this matter and to give Ardmore Toyota an opportunity to prove their values and dedication to customer service, I am requesting financial restitution for the $300 paid in the higher cost of the vehicle price. I believe this is a fair and just way to settle this matter with both parties coming away with a sense of satisfaction.

Regards,

Business

Response:

Revdex.com of Metro Washington DC and Eastern Pennsylvania