Dean Team Automotive of St. Louis

Initial Business Response /* (1000, 5, 2015/12/07) */
Upon reviewing the complaint, we obtained the complainant's car deal and are providing you with the following information. The complainant did purchase the vehicle from Dean Team Hyundai on July 9, 2011 at the price of $19,294. At the time of...

purchase, there were 46,387 miles on the vehicle. When negotiating the sale, the complainant was provided a copy of the "Carfax" report and signed the form stating that she did receive the report. According to the attached Carfax the vehicle was not totaled, was not sent to auction with no bumper, hood damage, undercarriage damage or unibody damage. It states in the Carfax that there was an accident reported on 07/22/2006 involving left front impact. It also states in the Carfax that there was "No total loss", "No structural damage" and "No airbag deployment". We have attached a copy of the Carfax as well as the document the complainant signed stating they viewed the Carfax. We feel that the complainant may be getting incorrect information from the seller of the current car she is interested in and/or it's a scare tactic to only allow $2000.00 for a trade in. Dean Team Hyundai took the car in "on trade" and did a complete 98 multi-point inspection, state inspection, emission test and an oil change. The complainant as of 6/16/2015 has put over 62,294 miles on the vehicle experiencing no "dangerous" issues . Dean Team Hyundai would be willing to have the complainant bring the vehicle in for trade on a newer vehicle if she would like. The trade value, with the miles the complainant has put on the vehicle COULD be anywhere between $3000-$3500 depending on the condition of the vehicle. There will be no refund issued pertaining to this case. We again would like to state that the complainant was not given the correct information from the "Appraiser". Attached are copies of the Carfax with the above listed items in asterisk (*), a copy of the Carfax form the complainant read and signed, the "Repair Order" form used for the 98 point inspection, oil change and the Missouri State Inspection.

After receiving the complaint, we researched why the complainant had not yet received his refund for his warranty.  The cancellation refund was sent on March 24, 2016 to [redacted], [redacted].  We do not know why there was a delay in refunding the...

complainants warranty.  We spoke with the complainant today, March 30, 2016, making him aware that the cancellation refund was sent to the lien holder and should be credited to his account.  He stated that as soon as he receives notice of the refund this issue will be resolved.

Complaint: [redacted]
I am rejecting this response because:
II visited location and representative [redacted] told me it was a manufacturing defect not wear...
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/28) */
Mr. [redacted] was made aware of the fact that the vehicle he purchased nearly 2 months ago did,in fact, have only one key. Many times pre owned vehicles do only have 1 key as the previous owners do not provide us with extras. The Dean Team will...

agree to pay half of the cost for an additional key if Mr. [redacted] wishes to have one ordered. We feel this is more than a fair gesture.
Final Consumer Response /* (2000, 13, 2015/09/11) */
I feel the response from Dean Team Volvo is satisfactory. Thank you for handling this matter in a professional and timely manner.

We have contacted Mr. [redacted] and have agreed to pay him the $500 requested and in addition we are doing an alignment on the vehicle to make sure that this will help with future wear and tear on the tires. Mr. [redacted] is satisfied with our agreement and we hope to retain him as a good customer...

here at the Dean Team. As always we will attend to those things that will help us improve our customer service.

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.
Sincerely,
[redacted]

We have been in contact with the customer and have reached a mutual agreement. The customer is satisfied with the outcome of his trade in and new purchase.

Mr. [redacted] purchased a 2 year old MB E-350 in Apr. 2015 (2 years ago) which makes the car 4years old. Wear items are not covered under the manufactures warranty or extended warranty policies, so those types of repairs would be the vehicle owner’s responsibility. Having said that; we welcome the...

customer to make an appointment to have our service technicians look at the seat and see what we may be able to do; perhaps using our vendors to possibly reduce the cost of repair for Mr. [redacted]. He can reach the Service Dept. for Volvo of Brentwood by calling [redacted] and asking for [redacted]. She will be glad to help get the car in for evaluation.Sincerely,[redacted]Customer Service[redacted]@deanteam.com

In response to the complainant’s concerns, the manufacturer’s warranty provides coverage for 3 years or 36,000 miles.  The complainant’s car was originally purchased on February 28, 2013 and in accordance to the manufacturer’s warranty expired on February 28, 2016.  Therefore the seat...

belt is not covered under warranty “by the time in service”.  The Dean Team contacted Volkswagen of America and Volkswagen of America offered to split (50/50) the repair cost of $520.00, as a goodwill gesture.  The complainant declined the offer and removed his car from the shop.  We have attached four (4) documents showing the warranty coverage, owner information and warranty start dates.  At this time there is no further offer to be made and we consider the complaint closed.

Complaint: [redacted]
I am rejecting this response because: I have not stated that I was satisfied with their resolution.  I have...

recently found another customer whom was defrauded in an almost identical manner by this company. I am still looking to recoup the funds I was defrauded by Dean Team due to their failing to disclose that the vehicle was a manufacture by back on the date of purchase. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/21) */
The Dean Team has issued a check in the amount of $273.09 to reimburse Mr. [redacted] for his repair.
Initial Consumer Rebuttal /* (3000, 13, 2015/11/10) */
A refund was processed by Dean Team in accordance with our agreement. The issue was...

properly resolved by management.

Customer initially came to dealership and made unrealistic offers on said vehicle. In the days that followed we had multiple customers interested in the same vehicle. During this period of time, we realized that the DVD player and the back up camera were inoperable. At this time we sent the...

vehicle to Auto Trim Design for repair of these items. Following these items being repaired the vehicle was returned to the dealership. At which time the customer came back and looked at the vehicle and stated there were more repairs he wanted before he would consider purchasing the vehicle.  He then left the lot without agreeing on a price or purchasing the vehicle.  Within one hour of him leaving another client came in and purchased the vehicle in the condition that it was in and took delivery.  At no time did we have a contract obligation with this customer nor a agreed upon purchase price.

On Tues. Sept. 26, 2017 customer came into the Volvo dealership and spoke with the General Manager. At that time they came to an agreement and $291.55 was reimbursed to the customer for service he had paid for on his car. In addition the General Manager agreed to pay for putting new rear shocks on...

the vehicle. The customer was happy with the agreement reached and stated he would contact Revdex.com and remove his complaint.

Initial Business Response /* (1000, 5, 2016/03/01) */
At the time of purchase, only (1) key to the pre owned Subaru was located. The [redacted] were told by their salesperson he would check the next morning to see if another key could be located. At no time were they ever told another existed nor...

were they promised one. The [redacted] were notified the next day in regards to only having one key available. A second key was never part of the agreement. We did provide all weather mats as this was agreed to per the sale details.
As a kind gesture, the dealership has offered $150 to help with the expense of an additional key purchase if the [redacted] so choose. This reimbursement seems fair as nothing was promised in regards to another key.

Tell us why here...This refund, unfortunately, was NOT processed and refunded in a timely manor and I do apologize for the inefficiency.
However, the Mechanical Failure Service Contract #[redacted] that Mr. [redacted] requested [redacted] to cancel was processed and paid at 100%...

which was $2850.00 not $4548.00 as stated in the complaint.
I've attached copies of the bank contract, refund check and all three policies that were purchased at that time. If Mr. [redacted] would like to cancel ALL the policies he purchased we will promptly send the lender the appropriate refund due. His reply to this response will suffice for the cancellation request.
Thank you,
[redacted]

Dr. [redacted]'s refund check has been cut and will be sent out UPS today. The check should have been issued 30 days ago and that was a clerical office oversight. Six weeks is a standard estimation for refunds solely based on our monthly statement cycle received from our warranty companies. Her...

policies were cancelled Aug 2nd and showed up on our Sept statement. She absolutely should have had her refund in a more timely manor, I apologize for our error.
Copy of check and UPS tracking lable attached.

Initial Business Response /* (1000, 6, 2015/10/14) */
Upon researching the complaint, we have determined that the complainant is correct in stating that we did not get the extended warranty cancelled. Per the attached documents, the complainant states that we owe her $2069.00 plus $100.00 in...

interest. When the complainant originally purchased her vehicle she put a down payment of $5000.00 and an additional $2069.00 for the extended warranty so she would not have to pay interest on the extended warranty. We therefore have declined the request for $100.00 for the interest. We have sent a check in the amount of $2069.00 to [redacted] to be applied to the loan on her vehicle. We are required to submit this to the financial institution because there is still a lien on the complainants vehicle. We apologize for the lack of communication between the complainant, warranty company and our finance department and consider this issue resolved. Documents sent to the Revdex.com at [redacted]@stlouisRevdex.com.org. (3 pages)
Initial Consumer Rebuttal /* (3000, 9, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"When the complainant originally purchased her vehicle she put a down payment of $5000.00 and an additional $2069.00 for the extended warranty so she would not have to pay interest on the extended warranty". That is absolutely correct. I did not want the extended warranty added to my loan accumulating interest and I told the salesman that at the time. So, when I cancelled the warranty I totally expected to receive the refund at that time but was told by the salesman "it had to be added to your loan. That is how we do it. It will come off your loan balance". That wasn't what I wanted but accepted that it would be done. If it had been done at that time (2013). The interest would not be an issue now 2 years later.

Initial Business Response /* (1000, 5, 2015/11/17) */
Per our VW Manager, [redacted], the issue was resolved on November 14th. We issued a full refund of $500.00 to the complainant.

Initial Business Response /* (1000, 6, 2016/02/19) */
If the complainant could please provide us with a copy of the invoice for the $130.00 we will be more than willing to reimburse the money. We will then look into the remainder of the complaint.
Initial Consumer Rebuttal /* (2000, 8,...

2016/02/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the business response because it shows they are at least trying to stand by their word by reimbursing me and their product that they sold me.

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