Reedman Toll, LP

I am the General Manager of a body shop and used car dealership and what I am experiencing with the service department is by far the worst I have experienced in my 20 years in this business. I have a 2019 ram in for service to clear a code and was originally charged for this that were not done and now the vehicle has been there for more than 2 weeks and is still not completed and it should have only been a 1 hour job . The service department never answers the phone and I have left 17 messages for a call back and still no manager has contacted me. I would rate the customer experience as a negative 10, customer service as a negative 10. My company is paying for a rental car for 16 days now because this service department is so un organized and un professional on so many levels. Today is day 17 and I have still not received an update on my vehicle or received a call back for any manager.

Took my 1999 Dodge Caravan in for service on January 16 for an appointment the following day (1/17/2020). Asked for a 90,000 mile servicing as well as a general inspection since the van had been sitting idle for several years and I wanted to get it into good running condition to give my son who lives in Florida. I added an additional item to check when I dropped the car off to service (Jenkintown location) and called early the next morning to add another item to check. I specifically stated that I wanted to get estimates before the work was done. I received no call back by mid afternoon on Friday and called in to check the status. I was told that the car had not yet been "checked in". I called back on Monday (1/20) and was told the car had not yet been looked at. It is now 1/31/2020 and I still do not have an estimate on all the things I requested. The only item I've gotten an estimate on is replacement of a fan speed selector switch. The first week I called every other day and was always promised a call back. The second week (it has now been two weeks since the originally scheduled appointment) I called every day. I still don't have a full estimate. I am promised calls back each time I call but may have received one but no more than one. The "service manager" at the Jenkintown location does not seem to actually be on the floor with the technicians and only once has had the information I requested (on the fan switch). Day after day goes by and I'm getting close to the date my son has tickets to fly up from Florida to drive the car back to his home. This is THE WORST customer experience I have ever had with a car and rapidly reaching the top of my list of WORST CUSTOMER EXPERIENCE EVER (and I'm 63 years old!). Everyone I speak to is polite and apologetic but I still don't have what should have been a relatively simple task. The fact that the "service manager" is not in the service bay working with the technicians is a huge drawback in my opinion. I'd give a satisfaction rating of zero stars at this point.

[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: [redacted] I am rejecting this response because:They still have yet to repair the car or call back after multiple calls about the vehicleThis company is a joke Regards, [redacted]

I am rejecting this response because the response made by the Reedman Toll Service Deptis inaccurateI have attached the invoice that proves the exact repairs that I were notified of and that I agreed to be repairedI did not report suspicions of my vehicle overheatingI requested the technician to check the location from where a small and slow leak was coming from as well as to check the water pumpI was told that the repairs listed on the invoice (gasket)were minor because if not I wouldn't have bothered investing more money into a year old car, and I was lead to believe that with these specific repairs, I would have full function of the carNever was I notified of other needed repairs until after I paid for the repair, (with a COUPON I brought in for 20% off) and started my car to find a puddle of a continuous leakage of fluidsThe service employee apologized and strongly suggested to allow the dealership to keep the car overnight to have a technician re-evaluate exactly why the repairs were not successfully doneHe said he didn't feel safe allowing me to leave the parking lotIn the response Reedman Toll Service Deptstates that there was no way to determine any internal damage yet later on I am told that I now need a new engine and the car is no longer drivableOn a recording that I have in my possession of a conversation with a supervisor (Jill G***)she states that a technician attempted to notify me of other repairs that were needed prior to fixing the original leaksI never received this call however, if this were true, then the Reedman Toll Service Deptwere fully aware that there were internal damages and took full advantage of the opportunity of making a profit on a car that could not be adequately repairable to driveThe response from Reedman Toll also states that the car had not been brought to the dealership since 70,milesThis statement is irrelevant as it is my right to bring my car to any other auto service deptThe general manager (Jim H***) agreed that the fact that I brought my car to other auto shops instead of at Reedman was irrelevantThis conversation was recorded as wellThe point is, Reedman Toll Service Deptcaused further damage to my carAs stated on the attached invoice, the condition of the car when it was originally brought in had small leaks on the valve cover (Left Side)& thermostat housing leakThe condition of the car now is that my car has a much greater amount of leaks and that I need a new engineI want to be reimbursed the $and my car back in the original conditionOr place a new engine in the car along with making the further needed repairsWithout cooperation from the Reedman Toll Service Dept., legal action will take place Look forward to hearing from you soon [redacted]

Although Ms [redacted] is complaining that she has been to our shop and had several she has only brought the vehicle to our shop twice since she purchased it on 9/9/13.9/9/vehicle purchased with 19,miles4/21/vehicle was brought in to our Service Dept with 58,miles - The Timing Chain replaced at no cost to the customer, it was covered under warranty.5/20/vehicle was brought in to our Service Dept with 64,miles - The Right Front Axle seal was leaking, it was repaired at no cost tot he customer, it was covered under warrantyAn oil chance was also performed at this service appointment, which the customer did pay for.2/8/- Ms [redacted] came in to our Used Car Department complaining about her vehicle, at this point the vehicle now has 98,miles Our employees tried to get her approved for another vehicle, but due to her payment history and the amount of money owed on her current vehicle, we were not able to get her approved The Sales Manager spoke to our Service Manager while Ms [redacted] was at the dealership and they offered to look at the vehicle while she was here on Monday, she did not take the vehicle to the Service Dept She then made an appointment for Feb 15th, then called and changed the appointment to 2/22/16, so at this point we have still not seen the vehicle.Ms [redacted] purchased the used vehicle year and months ago and has put 78, miles on the vehicle since she purchased it As I mentioned, it has only been brought to Reedman-Toll on two occasions for service since the vehicle was purchased

[redacted] , our Sales Director, has been in contact with both ***& ** [redacted] regarding this matter We are not disputing the fact that the car was in our possession at the time the ticket was issued, but after an internal investigation, we are not able to determine who was driving the vehicle at that timeWe have taken steps internally to prevent this from happening in the futureWe are not able to replace the customers vehicle at the same payment, the concern over the wrong gas being put in the vehicle, should be addressed with the Gas Station that **or *** [redacted] had gotten gas fromOn 4/7/** [redacted] spoke to *** [redacted] again and offered to pay the ticket, pay a car payment and also detail the vehicle for the customer, which *** [redacted] agreed to

As a Goodwill gesture, we have repaired the customers vehicle and the customer has picked their vehicle up from our service department

---------- Forwarded message ----------From: [redacted] < [redacted] >Date: Fri, Jul 17, at 6:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] Reedman fixed the AC 7/15/ I am happy and grateful for your help

According to our records, [redacted] purchased a Used [redacted] with 70,miles from us in Sept We have no records of any RECURRING issues with this vehicle other than a two complaints of a tire losing airThe customer brought her vehicle in for PA inspection on 8/30/14, the vehicle did not pass due to the front differential bushing being brokenThis part is a wear and tear item which can be broken by many road hazards, most commonly hitting pot holes [redacted] refused the work that was required to pass inspectionThe customer purchased the used vehicle from us over a year ago, we are not responsible for issues with the car a year later To address the portion of the complaint where [redacted] stated we offered to trade her vehicle in on another vehicle, that is a service we offer to all customers who come in for serviceOur Vehicle Exchange Dept is located in the service depts to appraise vehicles for the convenience of our customers who may be in the market for another vehicle

We addressed [redacted] issues with his parking brake, even though it had been a full year and 13k miles, since his initial repair We also addressed the scratches ** [redacted] said happened while his vehicle was in our possession As a goodwill gesture we paid [redacted] $warranty deductible, performed an Express Detail on his vehicle and filled his gas tank before he picked up his vehicle [redacted] was also given a loaner vehicle while the issues were being taken care of

[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: [redacted] I am rejecting this response because: Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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]

Our General Manager, Jim H***, spoke to [redacted] today reagrding the vehicle referenced in this complaint MrH [redacted] advised the customer that the Monroney label was on the vehicle when he purchased it, which showed that the vehicle had a Cylinder engine *** [redacted] agreed that the Monroney label was present on the vehicle when he purchased it As far as the service complaint, we are going to see if [redacted] will step up and cover the rental charge, if [redacted] does not take care of it, as a goodwill gesture Reedman-Toll will reimburse [redacted] for the rental charge

[redacted] purchased her [redacted] in July 2011, the vehicle now has approximately 98,miles on it [redacted] purchased an aftermarket warranty which did not cover her repairs As she did not purchase the warranty from the dealership, or a company that the dealership deals with, there was nothing we could do when the warranty company did not pay for repairsAs a goodwill gesture, Reedman-Toll paid $toward repairs due to aftermarket warranty not paying for transmission repairs (miles) We also paid $for a loaner vehicle that the customer was in while her vehicle was in for service, after the aftermarket warranty company did not pay for it The vehicle came back in for service at miles with failing trans lines and we replaced connectors at no cost to customer We have gone above and beyond to help this customer

Complaint: [redacted] I am rejecting this response because: Reedman did not replace the water pumpThe car was brought in to Reedman for a diagnostic test to confirm the location of the leakI have attached the invoice in the prior messages that does not list any services performed with the water pumpThe fact that Reedman is stating a water pump was not a concern at the time, but now they would like to replace the water pump, shows contradiction, dishonesty due to inaccurate info., and poor customer serviceThe oil containers found in the vehicle proves nothing but that I replaced the oil that was slowly leaking prior to bringing the vehicle in to Reedman.The car is NOT complete as stated by ReedmanI am requesting Reedman to replace ALL leaks before I pick up my carIf not, reimburse me the amount paid for INCOMPLETE repairs and full value of the car Regards, [redacted]

[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: [redacted] I am rejecting this response because: When I first called about the navigation issue, the lady I spoke to immediately said we never touched the battery so we couldn't of done this She said it another timesWhen I spoke to someone there in person, they said the same thing they never touched the battery so there is no way we could of damaged it "Check the recorded call"As soon as I called and said I found out the battery needed to be touched they said that the battery still wasn't touched even though them at is one of the steps on the recalls At some point when my vehicle was thereSomeone, somehow damaged my navigation Also when I called and the woman I spoke with said it was just bad luck and bad timing that my vehicle was there when it went out I asked before, with all the computer IThe vehicle there should be a way to bind out when the last time the navigation worked You will see it was fine the day before I dropped he car off for appointment which was the last time it was used Regards, [redacted]

*** *** purchased a *** *** with 112k miles on 5/28/16. As *** *** stated, he did bring the car back on 7/11/with the engine light on, while the car was still under the day warranty. We repaired the vehicle on 7/and the engine light was no longer
on. *** *** never brought the car back to us again until 12/19/16, months after the initial repair and long after the day warranty had expired. We looked at the vehicle at that point, the vehicle was about miles overdue for the recommended oil change, so the oil level was a little low, which could cause the engine light to come on. We changed the customers oil at no charge to the customer. *** *** brought the car back again on 12/29/complaining of the engine light coming on, again, well after the warranty had expiredAs a good will gesture, we gave *** *** a loaner vehicle at no charge for the day until our Tech had a chance to look at the car. Our Tech looked at the vehicle (again at no cost to the customer) and recommended that the customer take the vehicle to a *** dealer to have them diagnose and repair the vehicle.The car was covered under a day warranty which we honored. We have gone above and beyond to try to help *** *** in December, which was months after his warranty expired. We are standing by our recommendation to take the vehicle to a *** dealership to have the vehicle looked at

Jim H***, our General Manager, spoke to Ms*** earlier today, he has agreed to repair the AC unit in Ms***'s vehicle at no additional cost. The technician that worked on Ms***'s car in 2014 and the Manager at that time are no longer with the company, so we have
no way of verifying what work was actually done to the vehicle previously. We apologize for the inconvenience this has caused Ms***

The
Technician stated that he did remove the wheels for the inspectionThe Service
Manager had the vehicle brought back into the shop and
the Tech and the Manager
showed the customer that the inner pad was worn down and needed to be replaced
As a courtesy, the Manager offered *** *** a discounted employee price to do
the work on the vehicleThe customer declined the offerWe stand by our
recommendation of the inner pad needing to be replaced, for safety and
inspection standards
If the
customer would like to come in again, we would be more than happy to show the
customer the issue with the inner pad again

[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 response because:
The portion of the Reedman Toll response that is not accurate is bolded as follows:
"*** then let the customer know that if he traded the vehicle in at Reedman
Toll and purchased another vehicle from us, we would pay his outstanding
service bill which was approx$550.00. The discussion continued at a later date and *** stated he would need $for the vehicle in order to let it go. *** asked *** *** if we could offer *** $for the vehicle if he trades it in."
The portion of the Reedman Toll response that was not fullfilled is bolded and in italic."***
*** told *** to let *** know that we would offer him $
for a traand we would pay his open service bill."
The appraisal of the vehicle is documented to be $3,600. The subsequent agreement for $3,and payment of the service bill was never
communicated to me as a value contingent upon trade in and purchase of another
vehicle as is indicated in Reedman Tolls responseIt is being reported that communication between *** and *** of Reedman Toll was a value assuming trade in and purchase of another vehicle. However, this was never communicated to mePrior to our meeting of January 28, 2014, I never discussed the intention of trading the vehicle in, I had only discussed selling the vehicle and had the title in hand to sign it over and get a check. When we met on January 2014, *** started by talking about possibly test driving vehicles, if there were vehicles we were interested in purchasing. We said we were considering a *** or ***. He said he could pull an *** up for us to test driveWhen *** asked me what I wanted to do, I asked the question" Is it (agreed $3,500) contingent upon purchase of a vehicle?" The reply was "no". If there was a valuation difference between the buyback discussed and a trade in/vehicle purchase, that should have been communicated to me at that timeIt was not communicated at that time . It is clear that the Exchange program identifies the appraisal of vehicles is for either trade in or buyback. Even though the day period of the written appraisal provided to me had technically lapsed, the vehicle had remained at Reedman Toll the entire time period and the appraisal value discussed and agreed to on the phone and in person up through the January 28, meeting. Communications that are claimed did not happen, whether intentional or unintentionalI was mislead by the staff at Reedman Toll. This type of business practice is not acceptable to meThe fact I sold the vehicle to Reedman Toll for $is not of consequence. I had planned for $3,check from that sale as a portion of funds needed for the purchase of my new vehicle that was executed on January 31, 2014, so I sold it at a loss of $1,that I am seeking recovery I have attached the appraisal provided to me by Reedman Toll that was not honored, that is quite clear that their appraisal offer is for either traor vehicle purchase. Regards,
***