Defilippo Brothers Motor Cars

From: [redacted] < [redacted] @ [redacted] .com>Date: Wed, Feb 3, at 8:AMSubject: Complaint # [redacted] To: "[email protected]" Cc: [redacted] < [redacted] @***.com> Thank you for the assistanceI’m still having several issues with the company that are not being resolved Since the submission of the complaint, the vehicle identified has broken down again for the steering issueSince they had not resolved directly to any correspondence I had sent, I went directly, in person, to the dealershipI asked the local location, Coatesville PA, if they were aware of any of my attempts to contact since they are the maintenance facility for both locationsThey said that they were never contacted, and were unaware of any issues I was having in the past and at that timeI provided a copy of every attempt to contact, a copy of the complaint I submitted with the Revdex.com, and a copy of the complaint filed with the Attorney General’s officeI requested that I be contacted by both the service manager and the location manager/ownerNeither contacted meTwo days later I went back and demanded that my car be repaired, advised them that I did not want the vehicle and again advised then that I had been attempting to contact them since thanksgivingThey still had all the paperwork sitting in the same location from a few days priorI left and called the other location and demanded they tow the disabled vehicle for repairs since my place of employment wanted it removed from the property and environmental services had to clean the location due to the excessive fluid leakage down the parking lotThey did tow it for repairs on Wednesday, 20thI was contacted and advised that the transmission had issues with a bushing and needed to be repaired on the 21stThey told me that they had repaired the pressure return line on the power steering pumpI told them that the pump line had now been replaced times and was blowing the hose due to pack pressure, and that the system has another issueThey said they would advise the mechanicI asked about the other Items listed in the complaint and they said they were being addressed I received a call, left on voice mail, that the vehicle was ready for pickup @ 4pm on Friday, 22ndDue to the weather, we waited until Monday 25th, to go retrieve the vehicleUpon my arrival, I contacted the sales manager and the receptionist to advise them I was there to pick up the carI was advised they were unaware of its locationI did not get ANYTHING after thatThey just said that and walked awayI assumed he went to find out some informationAfter sitting there literally for over an hour, the owner showed upI asked to speak to himHe walked through the area not addressing me several timesAt this point I demanded to the receptionist to give me some information and started looking around the property myselfI located my vehicle in the maintenance area, up on a list, and taken apartI demanded, againThat some information be givenAfter being there over three hours, I was advised it was not readyThey then showed me the line for the steering pump, and told me they had only replaced it againI explained its history and said it was going to be another issue down the roadThey said that an animal had chewed on the line, and have taken pictures of it and video for documentationI showed them it was clearly removal damage, and that it was NOT in the condition when it was towed to their locationThere were also slash marks and snagging on the pressure braiding I had placed on it to attempt it from blowing againThey just argued with me again I called on Tuesday 26th and asked about the progress if the vehicle at 4pmI was told that the repairs were completed, but were unable to start the vehicle since they had to replace the PCM, ECM, SKIPThey had to have, as they stated, “The [redacted] dealership across the street”, to come over and program it to recognize the keysWe called the [redacted] dealership and asked about this process and they said they DO NOT offer any type of service like that and that the auto had to be brought to themWe called and question this to the maintenance section that had the ***, and with a thuggish attitude stated He completed it “its all Good” as he saidI said it had to be completed by a certified technicianHe responded “Naa Its good, I got it”This contradicts the information I was told on the call I made ensuring it was completed by “***” on the 28th to the service manager located at the prospect part locationWhen we asked him for his name her just replayed “Naaa” several timesWhen asked and given to the customer service rep, she stated she wouldn’t give us either her name or the techs name“I’m not telling you, I just work here” is the response we got I was called on Wednesday 27th and told the vehicle was readyDue to my work schedule, I was finally able to go and retrieve it at 7pm that eveningI walked into the facility and asked what the final disposition was on the maintenance preformedThe individual stated“I don’t know anything they have done”I asked for a description of the repairs preformed or some type of maintenance recordHe replied “ I don’t have it, cant access it, and the peeps that completed it are goneIf you want that you can call tomorrow”I recorded this conversation and have it available if requestedI walked out to leave and started the vehicleI then noticed the gas was TOTALLY empty stating miles to emptyI walked back in and asked about the gas since it had ½ a tank when I dropped it offHe replied literally after I stated the question TWICE, what you want me to doI’m not doing anythingAt the same time my wife had called the cooperate number and was complaining as wellI then left and have not heard anything back from them since on that issue I called and spoke the next day to the maintenance manager since there were several issues that were not addressedI asked about the NAV system still not workingShe stated that the system needed a CD and to go buy it, not their responsibilityAgainst what I was told at the time of purchaseI asked about the keys not working the alarm system stillThey stated it needed to be replaced and were not doing itEven though they had to “Have the computer reprogrammed for the keys” and yet the keys were never replacedThe (Pressure Monitoring system Service Required) is still displayed, even though they said they did complete this I have not had any response to any of those issues still not correctly functioning correctly and identified several timesI’m back in the ignored stage from them againThey are not responding

This is in reference to a complaint with an identification number of [redacted] under [redacted] The customer spoke to the head of the finance company Premium Auto Acceptance on April 22nd about the simple interest loan and discussed how the amortization worksIf a better understanding is still required a complete amortization schedule can be printed for Ms [redacted] 's recordsI would invite Ms [redacted] to contact our dealership, specifically our Service Department, if she requires any further assistanceOur Current records show no appointments made after April 20th.If you have any questions, comments or concerns feel free to contact meat your earliest convenience.Sincerely,Tara S [redacted] General Manager ###-###-####

This is in reference to a Complaint with an identification number of under [redacted] ***The Customer did return to the sales department from which he purchased the carHe was instructed Several times to take the car to the service center to have his concerns addressed, however the Customer never took the car to the shop to be looked atThe first time the car was brought in to be looked at was when the car was being returned by the customerHe still has not spoken to the shop just the Sales teamInstead of taking the car to their service center as suggested to have the car serviced and the items if needed covered, he just dropped the car offThe car has since been rechecked, there was no check engine light, the car is Paemmissioned and inspectedWith the customer's buyers remorse so shortly after the purchase from DeFilippo Brothers Motor Cars that was assigned to Premium Auto Acceptance, Premium is willing to release the Buyer/customer, from his Contract and will not report negatively to credit bureau.Thank you for your time.Sincerely,Tara S [redacted] General Manager

[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] ***

February 06, 2016Dear [redacted] ,This is in reference to a complaint with an identification number of [redacted] under [redacted] ***The [redacted] was brought into our shop 1/19/2016, the day after [redacted] called our service center explaining the car wouldn't start and he thought the power steering went out againAt this time he explained he had the car at another shop where he had the power steering hose replacedWhen the car was brought into the shop the battery was completely dead, once the battery was replaced the computers reset in the truck and the 4xstarted working properly, the rest of the lights went off including the ***, the electronic break system, and the car no longer needed to be jumped to startThe navigation was not functional at the time of purchase, however, once [redacted] voiced his concern we looked into the navigation system and learned it only needed a disc to work, he was offered the disc and stated it wasn't neededThe power steering hose had been chewed on by a rodent of some sort, and we replace it, the destroyed hose was saved to show to [redacted] ***Since the battery has been replaced and the hose, with the explanation of the destruction, we've had no other requests made by [redacted] ***.If you have any questions, comments or concerns feel free to contact meat your earliest convenience.Sincerely,Tara S.General Manager

April 23, 2015Dear [redacted] , This is in reference to a complaint with an identification number of [redacted] under *** [redacted] *** [redacted] is correct in saying that her vehicle passed NJ State Safety and Emissions InspectionWhen purchased, the vehicle did not have the mechanical issues it came into our Service Center with on 3/18/The customer came into our Service Department and admittedly drove the vehicle while overheating which caused the Head Gaskets to burn to an un-repairable stateThe repairs were completed within days and the customer was notified her car was completedThe vehicle sat on our lot for weeks before the customer showed up to pick it upAt that time the vehicle again would not start due to a misfire which eventually damaged the piston rings inside the engine, they also were burnt due to overheatingThe vehicle was then diagnosed that it needed its engine replacedThe repair was completed in days and the customer is currently is driving her vehicle with no problems known to usThe charges for her repairs have been submitted to her Extended Service Contract administrators for possible coverageTheir contract, however, does state if the vehicle is driven while overheating that is considered negligent and they can deny the claimIf that happens, payment in full will be [redacted] ***'s responsibilityWe have gone over and above for the customer and feel we have done everything we can to make sure she stays a happy customer Again, the customer is currently driving her vehicle and happy with the repairs that we have completed so this complaint should be considered closedIf you have any questions, comments or concerns feel free to contact me at your earliest convenience.Sincerely, Dave GGeneral Manager

Dear [redacted] ,This is in reference to a complaint with an identification number of [redacted] under [redacted] The complaint has been resolved with the customerShe came in to the office where the contract was reviewed to show purchase of car and not a leaseAs to the car not starting the battery was dead due to something being left on in the car A new battery was installed at no charge to the customer and the customer retrieved their car shortly after,Sincerely,Tara SGeneral Manager

September 04, Dear [redacted] ,This is in reference to a complaint with an identification number of [redacted] under [redacted] Please refer to the included Repair Order from our Service Department dated January 15, 2015, which is the only Service Record on fileWe are unaware of any other mechanical issues she may have had with the vehicleThe vehicle does, however, have an Extended Service Agreement for 12months/12,miles that could help with any repairs she may be experiencing currentlyI would invite [redacted] to contact our dealership, specifically Pat R [redacted] in our Service Department, if she would require any assistance with getting the maintenance issues completed in a timely fashion.If you have any questions, comments or concerns feel free to contact me at your earliest convenience.Sincerely,Dave G**General Manager

September 04, 2015Dear [redacted] ,This is in reference to a complaint with an identification number of [redacted] under [redacted] . Please refer to the included Repair Order from our Service Department dated January 15, 2015, which is the only Service Record on file. We are unaware of any... other mechanical issues she may have had with the vehicle. The vehicle does, however, have an Extended Service Agreement for 12months/12,000 miles that could help with any repairs she may be experiencing currently. I would invite [redacted] to contact our dealership, specifically Pat R [redacted] in our Service Department, if she would require any assistance with getting the maintenance issues completed in a timely fashion.If you have any questions, comments or concerns feel free to contact me at your earliest convenience.Sincerely,Dave G**General Manager

October 16, 2014 To whom it may concern,This is in reference to the complaint submitted to you by [redacted] ***. This customer had a mechanical issue with her vehicle within days of purchase and we have decided to refund her the monies she had given to us at purchase. [redacted] was... given a business check for $500 as a settlement to release our company and she has agreed to forward this information to your office. We are considering this complaint amicably settled and hope your office will do the same.Thank you for your anticipated cooperation.Sincerely,Dave G General Manager

This is in reference to a complaint with an identification number of *** under *** ***We would need additional information from *** *** to verify his account and this complaintDefilippo Brothers does not have a customer matching any of the information given in the complaintWe have
Scrubbed out records for Name, Address, Phone Number and also email and have no records listed.If *** *** can verify an account with us that he is responsible for I will look into this further but giving the nature of the complaint is mostly in reference to payments and financials, this complaint would have to be directed to the Finance Company he is being financed through (Premium Auto Acceptancepossibly).Please understand that we consider this complaint closed unless verification of account is received.If you have any questions, comments or concerns feel free to contact me at your earliest convenience

November 19, To whom it may concern,
This is in reference to the complaint submitted to you by *** ***The customer purchased her vehicle on August 9, and at that time the vehicle was state inspectedOur records indicate the vehicle's brakes were a 9/in
thickness which clearly passes Pennsylvania State Safety InspectionThe customer did come in with a complaint on October 8, to our sister location in ***, PAThey did some "good-will" repairs for her that were not covered under warranty but wanted the customer to be happy with her purchase.She does have a Service Agreement in place for her vehicle which a copy is included for your review"Wear and and Tear" items like brakes, tires, shocks, etcare not covered under this agreement and would be the customers' responsibilityI have not been made aware of any mechanical problems since the customer purchased the vehicleSincerely,
Dave G
General Manager

[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 ***, and find that this resolution is satisfactory to me However, I did have prior appointments shortly after purchaseI tentatively accept this resolution with the intent that they will complete/rectify the trunk latch on January 11th, Last but not least I hope that this business takes their customers serious and hope that no one else has to go to extreme measures to get results Maybe they can now work on customer service training for their team.
Regards,
*** ***

March 28, 2016Dear ***,This is in reference to a complaint with an identification number of *** under *** ***The finance Company that we use was informed of the situation and has made multiple attempts to reach this customer to refund the Sprocessing feeAs soon as they are
able to make contact with the Customer the desired settlement will be completed.If you have any questions, comments or concerns feel free to contact me at your earliest convenience.Sincerely,Tara S.General Manager

This is in reference to a complaint with an identification number of *** under *** ***The customer spoke to the head of the finance company Premium Auto Acceptance on April 22nd about the simple interest loan and discussed how the amortization worksIf a
better understanding is still required a complete amortization schedule can be printed for Ms***'s recordsI would invite Ms*** to contact our dealership, specifically our Service Department, if she requires any further assistanceOur Current records show no appointments made after April 20th.If you have any questions, comments or concerns feel free to contact meat your earliest convenienceSincerely,
Tara S*General Manager
###-###-####

From: [redacted]
font-family: arial, sans-serif;"><[redacted].com>Date: Wed, Feb 3, 2016 at 8:19 AMSubject: Complaint #[redacted]To: "[email protected]" <[email protected]>Cc: [redacted] <[redacted].com>
Thank you for the assistance. I’m still having several issues with the company that are not being resolved.
 
Since the submission of the complaint, the vehicle identified has broken down again for the steering issue. Since they had not resolved directly to any correspondence I had sent, I went directly, in person, to the dealership. I asked the local location, Coatesville PA, if they were aware of any of my attempts to contact since they are the maintenance facility for both locations. They said that they were never contacted, and were unaware of any issues I was having in the past and at that time. I provided a copy of every attempt to contact, a copy of the complaint I submitted with the Revdex.com, and a copy of the complaint filed with the Attorney General’s office. I requested that I be contacted by both the service manager and the location manager/owner. Neither contacted me. Two days later I went back and demanded that my car be repaired, advised them that I did not want the vehicle and again advised then that I had been attempting to contact them since thanksgiving. They still had all the paperwork sitting in the same location from a few days prior. I left and called the other location and demanded they tow the disabled vehicle for repairs since my place of employment wanted it removed from the property and environmental services had to clean the location due to the excessive fluid leakage down the parking lot. They did tow it for repairs on Wednesday, 20th. I was contacted and advised that the transmission had issues with a bushing and needed to be repaired on the 21st. They told me that they had repaired the pressure return line on the power steering pump. I told them that the pump line had now been replaced 3 times and was blowing the hose due to pack pressure, and that the system has another issue. They said they would advise the mechanic. I asked about the other Items listed in the complaint and they said they were being addressed.
 
I received a call, left on voice mail, that the vehicle was ready for pickup @ 4pm on Friday, 22nd. Due to the weather, we waited until Monday 25th, to go retrieve the vehicle. Upon my arrival, I contacted the sales manager and the receptionist to advise them I was there to pick up the car. I was advised they were unaware of its location. I did not get ANYTHING after that. They just said that and walked away. I assumed he went to find out some information. After sitting there literally for over an hour, the owner showed up. I asked to speak to him. He walked through the area not addressing me several times. At this point I demanded to the receptionist to give me some information and started looking around the property myself. I located my vehicle in the maintenance area, up on a list, and taken apart. I demanded, again. That some information be given. After being there over three hours, I was advised it was not ready. They then showed me the line for the steering pump, and told me they had only replaced it again. I explained its history and said it was going to be another issue down the road. They said that an animal had chewed on the line, and have taken pictures of it and video for documentation. I showed them it was clearly removal damage, and that it was NOT in the condition when it was towed to their location. There were also slash marks and snagging on the pressure braiding I had placed on it to attempt it from blowing again. They just argued with me again.
 
I called on Tuesday 26th and asked about the progress if the vehicle at 4pm. I was told that the repairs were completed, but were unable to start the vehicle since they had to replace the PCM, ECM, SKIP. They had to have, as they stated, “The [redacted] dealership across the street”, to come over and program it to recognize the keys. We called the [redacted] dealership and asked about this process and they said they DO NOT offer any type of service like that and that the auto had to be brought to them. We called and question this to the maintenance section that had the [redacted], and with a thuggish attitude stated He completed it “its all Good” as he said. I said it had to be completed by a certified technician. He responded “Naa Its good, I got it”. This contradicts the information I was told on the call I made ensuring it was completed by “[redacted]” on the 28th to the service manager located at the prospect part location. When we asked him for his name her just replayed “Naaa” several times. When asked and given to the customer service rep, she stated she wouldn’t give us either her name or the techs name. “I’m not telling you, I just work here” is the response we got.
 
I was called on Wednesday 27th and told the vehicle was ready. Due to my work schedule, I was finally able to go and retrieve it at 7pm that evening. I walked into the facility and asked what the final disposition was on the maintenance preformed. The individual stated. “I don’t know anything they have done”. I asked for a description of the repairs preformed or some type of maintenance record. He replied “ I don’t have it, cant access it, and the peeps that completed it are gone. If you want that you can call tomorrow”. I recorded this conversation and have it available if requested. I walked out to leave and started the vehicle. I then noticed the gas was TOTALLY empty stating 0 miles to empty. I walked back in and asked about the gas since it had ½ a tank when I dropped it off. He replied literally after I stated the question TWICE, what you want me to do. I’m not doing anything. At the same time my wife had called the cooperate number and was complaining as well. I then left and have not heard anything back from them since on that issue.
 
I called and spoke the next day to the maintenance manager since there were several issues that were not addressed. I asked about the NAV system still not working. She stated that the system needed a CD and to go buy it, not their responsibility. Against what I was told at the time of purchase. I asked about the keys not working the alarm system still. They stated it needed to be replaced and were not doing it. Even though they had to “Have the computer reprogrammed for the keys” and yet the keys were never replaced. The (Pressure Monitoring system Service Required) is still displayed, even though they said they did complete this.
 
I have not had any response to any of those issues still not correctly functioning correctly and identified several times. I’m back in the ignored stage from them again. They are not responding.

This is in reference to a Complaint with an identification number of 11823320 under [redacted]. The Customer did return to the sales department from which he purchased the car. He was instructed Several times to take the car to the service center to have his concerns addressed, however the...

Customer never took the car to the shop to be looked at. The first time the car was brought in to be looked at was when the car was being returned by the customer. He still has not spoken to the shop just the Sales team. Instead of taking the car to their service center as suggested to have the car serviced and the items if needed covered, he just dropped the car off. The car has since been rechecked, there was no check engine light, the car is Paemmissioned and inspected. With the customer's buyers remorse so shortly after the purchase from DeFilippo Brothers Motor Cars that was assigned to Premium Auto Acceptance, Premium is willing to release the Buyer/customer, from his Contract and will not report negatively to credit bureau.Thank you for your time.Sincerely,Tara S[redacted]General Manager

April 23, 2015Dear [redacted],
This is in reference to a complaint with an identification number of [redacted] under [redacted] is correct in saying that her vehicle passed NJ State Safety and Emissions Inspection. When purchased, the vehicle did not have the mechanical issues it came into our Service Center with on 3/18/2015. The customer came into our Service Department and admittedly drove the vehicle while overheating which caused the Head Gaskets to burn to an un-repairable state. The repairs were completed within 3 days and the customer was notified her car was completed. The vehicle sat on our lot for 3 weeks before the customer showed up to pick it up. At that time the vehicle again would not start due to a misfire which eventually damaged the piston rings inside  the engine, they also were burnt due to overheating. The vehicle was then diagnosed that it needed its engine replaced. The repair was completed in 5 days and the customer is currently is driving her vehicle with no problems known to us.
The charges for her repairs have been submitted to her Extended Service Contract administrators for possible coverage. Their contract, however, does state if the vehicle is driven while overheating that is considered negligent and they can deny the claim. If that happens, payment in full will be [redacted]'s responsibility.
We have gone over and above for the customer and feel we have done everything we can to make sure she stays a happy customer.  Again, the customer is currently driving her vehicle and happy with the repairs that we have completed so this complaint should be considered closed. If you have any questions, comments or concerns feel free to contact me at your earliest convenience.Sincerely,
Dave G.
General Manager

April 23, 2015
Dear [redacted],
This is in reference to a complaint with an identification number of [redacted] under [redacted] [redacted]. Our phone system records incoming and ongoing phone calls, including phone numbers, for security purposes. Going from January 1, 2015 through April...

20, 2015 I have a total of 4 incoming phone calls from the given phone number. Three of those incoming calls we between April 16, 2015 and April 20, 2015 showing the customer has an issue currently. I have reached out to [redacted] and have spoke with his wife, [redacted]. My conversation with her is that she doesn't want to bring her vehicle into our Service Department if her Extended Service Contract does not cover the item needing to be repaired. I offered to give [redacted] the information she would need to contact the administrator of the Service Agreement but she declined and states she wants that contract canceled out.  We have canceled that contract beginning at a mileage of 114857 and ending with mileage of 122443 (given by [redacted] via telephone).  If there will be any monies owed it will be sent directly to the Finance Company to be taken off  of the account balance.I have spoken with [redacted] and the complaint should now be closed since the customer's desired settlement has been reached.
If you have any questions, comments or concerns feel free to contact me at your earliest convenience.
Sincerely, 
Dave G. 
General Manager

March 31, 2016Dear [redacted],This is in reference to a complaint with an identification number of [redacted] under [redacted]. Please refer to the included Repair Orders and appointment schedule from our Service Department. The schedule shows several missed appointments scheduled by [redacted], the...

first 3 appointments were kept. One repair order shows and oil changed done on 3/5/2016 at which time the customer was informed a tune up was needed and scheduled for 3/17/2016, which was missed. The other repair order shows the center support bearing and bushing being replaced. These items were coved by the dealership because they were not covered by the Extended Service Agreement for 12months/12,000 miles. I would invite [redacted] to contact our dealership, specifically our Service Department, if she requires any assistance with getting the maintenance completed in a timely fashion.if you have any questions, Comments or concerns feel free to Contact me at your earliest Convenience.Sincerely,Tara S[redacted]General Manager