Defilippo Brothers Motor Cars

February 06, 2016
Dear [redacted],
This is in reference to a complaint with an identification number of [redacted] under [redacted]. The 2005 [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 again. At this time he explained he had the car at another shop where he had the power steering hose replaced. When 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 4x4 started working properly, the rest of the lights went off including the [redacted], the electronic break system, and the car no longer needed to be jumped to start. The 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 needed. The 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

February 06, 2016Dear [redacted],This is in reference to a complaint with an identification number of [redacted] under [redacted]. The 2005 [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 again. At this time he explained he had the car at another shop where he had the power steering hose replaced. When 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 4x4 started working properly, the rest of the lights went off including the [redacted], the electronic break system, and the car no longer needed to be jumped to start. The 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 needed. The 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

March 4, 2015To whom it may concern,This letter is in reference to your complaint number [redacted] under [redacted]. I have no records on file of this customer purchasing a car from our dealership, please have her verify documents stating otherwise. In her complaint she references...

another business, not ours, as to where she purchased. Please close and delete this case as it was apparently made in error,Thank you for your anticipated cooperation in this matter.Sincerely,Tara S
Store 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 customer. She came in to the office where the contract was reviewed to show purchase of car and not a lease. As 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 S. General Manager

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

[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]

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 works. If a better understanding is...

still required a complete amortization schedule can be printed for Ms. [redacted]'s records. I would invite Ms. [redacted] to contact our dealership, specifically our Service Department, if she requires any further assistance. Our 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 ###-###-####

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 the complaint number [redacted] under [redacted].  The customer has an appointment to have the trunk latch replaced with the service center for January 11th 2017 at 10AM. The part was ordered in September, however after 3 weeks with no appointment confirmed with...

customer the part was returned.Thank you for your time.Sincerely, Tara S[redacted]

September 04, 2015
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 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 02, 2014
To whom it may concern,This is in reference to the complaint submitted to you by [redacted]. The customer did contact me in reference to a repair that she wanted to get rectified. She also wanted us to complete this repair immediately and not be scheduled...

as other customers were ahead of her. When the customer heard from me that I would not burden other customers and that she needed to set an appointment (within the next 3 days) she became very belligerent with me. At this point I asked the customer to please not use the type of language she was and that if she was going to continue I would have to end the call. She continued, I disconnected the call. If needed, I do have a recording of our phone call. I do not have a settlement for the customer as she purchased her vehicle from us over 18 months ago. Her vehicle is no longer under any type of Warranty/Service Agreement with our company so she can have her vehicle repaired at any facility of her choosing.Sincerely,
Dave G
General Manager

---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Tue, Apr 5, 2016 at 7:01 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Hello [redacted]With regard to the response from the above noted dealer.First they have not stated that I have had to argue to even get those appointments and yes I also informed them that no I would not miss a $200 work day for things that should have been completed before purchase we are barely six months in.yes,one oil change was completed which should have been two at this point but they also don't keep any customer schedules nor schedule you for the next three months once one is completed.after having to pull teeth to get that done .no tune up should be my responsibility if the engine light came on due to the service center not giving appointmenrs in adequate timing so the car drags and if you push the gas then the check engine light comes on because of strain on the engine due to not having an oil change.further more a car should not require tune up until after 100000 miles.oh and by the way the bogus warranty covers basically nothing and the service center keeps doctors hours and are not open on saturday.once again I am haven the run around when a car was falsely advertised as certified used and it was not and that issue remains first and foremost secondly the shady repair shop , not to mention if you personally went to the service center /payment center you would witness first hand the poor business tactics and other customers constantly complaining about shady repairs or always needing repairs as I have on numerous occasions. Its no wonder they can't get the work done there are at leafy forty cars on the service lot awaiting repairs.I even witnessed a voluntary repossession because the people were tired of complaining about problems. My complaint remains and same as originally submitted,I would like a refund off moneys paid and return the merchandise.This dealership should be investigated further or observed many truths would come to life and many lies which are told to the customer would be revealed such as false advertisement of certified used vehicles. On a vehicle considerd certified not one repair listed should have been required I such a short amount of time nor should the customer have had to purchase a set of new tires because they were sold a car with bad tires.Sincerely[redacted]

This is more of a question than a review, if you finance your own cars and you are at the bank as you say if a customer purchased a car through you guys and decides that they can no longer financially maintain the car as far as paying the loan off and all of their previous payments or up-to-date and they return the car that you now have back and are free to sell again I'm sure for the same amount of money why then are the customer sometimes getting a bill or bad credit put on their credit report or I guess like sued that they owe the money why do the customer still owe if the car dealership gets the car back and then still makes money by selling the car again what did the car dealership lose if all the payments were made up to date and they now have the property back to sell for the same price or more. because like the customer no longer has a car so they're not getting anything out of it but the dealer gets to make money again off the car and if the car was resold does the customer still pay off a loan for a car that they don't have and that's being resold isn't the dealer making money over and over again off the same car.

Review: When you buy a car from them , they promise that their service department is to fix your car. I got my car fixed from them and they ended up messing up something else on my car. They messed up my heat and defrost. I called all day long for 3 days straight. I even called the GM David G[redacted] and he never returned my call. Then he tells me when I call him back that they cant fit me in until a week later. So I explain to them that I have to go a whole week with no heat or defrost with a infant daughter. The GM David G[redacted] says that there's nothing he can do and for me to [redacted] off.Desired Settlement: I want them to fix what they messed up with my car. I wish I could return this car to them without being penalized .

Business

Response:

October 02, 2014To whom it may concern,This is in reference to the complaint submitted to you by [redacted]. The customer did contact me in reference to a repair that she wanted to get rectified. She also wanted us to complete this repair immediately and not be scheduled as other customers were ahead of her. When the customer heard from me that I would not burden other customers and that she needed to set an appointment (within the next 3 days) she became very belligerent with me. At this point I asked the customer to please not use the type of language she was and that if she was going to continue I would have to end the call. She continued, I disconnected the call. If needed, I do have a recording of our phone call. I do not have a settlement for the customer as she purchased her vehicle from us over 18 months ago. Her vehicle is no longer under any type of Warranty/Service Agreement with our company so she can have her vehicle repaired at any facility of her choosing.Sincerely,Dave GGeneral Manager

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

As you can see by the attached Service Orders, we have only seen the customers vehicle 3 times and all times the repairs have been minor. Also, none of the repairs has ended with a cost to the customer. I, and our Service Manager, have no knowledge of any "major" repairs that have been done to this vehicle since the date of purchase, July 5, 2011. In reference to the issues she had with returning her vehicle, she would need to contact and complain to [redacted] who is her finance company. Defilippo Brothers Motor Cars and [redacted] are separate companies and registered in the state of [redacted] as such. To contact them, you could call [redacted] and ask for [redacted] who is the manager of [redacted]. If you have any further concerns or questions for myself concerning Defilippo Brothers Motor Cars, please contact me.

Review: I bought a lemon from this unprofessional dealership back in 2011. They were no help what so ever when I complained of many mechanical issues the car gave me only a month after purchasing. I purchased the vehicle from a dealer wearing sweatpants, for way more than it was worth, and was given a extremely high interest rate of 20% because I had no credit or co-signer. I realized I had gotten into a god awful deal, and as a twenty year old female I felt really taken advantage of. I brought my car in because it was smoking from the engine and after flooring my car down the street the sales guy not even the mechanic checked the oil with his finger asked me for a cigarette and sent me on my way telling me that I was fine bring it back if it did it again?! At this point I gave up with them. I traded the car in last Friday for a much nicer less expensive car from a very awesome dealership who did all they could for me. My new dealer let Defillipo Brothers know that I'd traded the car in and they gave them a time frame of 14

Days to pay off, well aware that they would be getting a check they charged my debit card the following Friday for my regularly scheduled payment anyway. They would not return my phone call after I was transferred five times, and followed up with an email letting me know "The dealership that you traded your vehicle with has not paid off your account yet, you are responsible for payments until the payoff is received. If there is any overage in the payoff it does go to you once the payoff check clears, We would cut a check to the dealer and they should give you that money if there is any overage." They are absolute unprofessional crooks.Desired Settlement: In addition to getting my money back I'd like to propose an additional request. They make you sign a statement during your purchase giving up your right to file a law suit against them, which is clearly only because there are many reasons a customer would file against them. I think any future customer of theirs that doesn't know what kind of service they are in for should absolutely be entitled to dispute against them.

Business

Response:

The Customer did have an issue when she first purchased the car but, as far as she had discussed with me, that problem was taken care of and fixed. I have not received any negative feedback from the customer for over a year except that she was looking to trade out of her vehicle due to it being a All Wheel Drive vehicle and ,being an up-and-coming mother, she could not afford the fuel prices. Here is an email from the customer dated 3/26/2012 to myself "I have an appointment with a dealer tonight to look over a good trade in deal, this is only because I cannot afford the gas for a V8 vehicle in 4-wheel drive all the time with a baby coming." Here is another email dated almost a year afterward stating "I’m really trying to get out of this Jeep it’s taking all my money, with payments and gas.". I understand that the customer is frustrated with trying to trade her vehicle in but state the derogatory comments about our dealership after helping get her into a vehicle in the first place seems to be out of frustration than anything else. I will have to, with all respect, deny any refund the customer is trying to receive. She has been driving the vehicle for over 2 years and seems to have now upgraded herself into a newer vehicle because her credit score has now allowed it.

Review: I am financing a vehicle through Defilippo Motor Cars: a 2002 [redacted] which I began financing in July 2014.. The vehicle has a 12 month/12K mile warranty. I have had the vehicle back in to be serviced three times now. The first two times were due to faulty brakes which caused my family and I, along with other drivers on the road, to be placed in harm's way because the service department failed to replace the braking system which was completely worn down. The brakes were so bad before sending the vehicle back a second time, that I was unable to stop the vehicle and I actually slid through more than one red light as I was operating the vehicle. To date, I have had the vehicle towed back to the service department two times because the car was undrivable. Throughout this process I have incurred additionaly expenses to pay for alternate transportation and have paid a total of $131.00 in towing fees. The vihicle is with the service department right now and they continue to deny that there are any serious issues with the car.Desired Settlement: If the dealer is not obligated to honor the vehicle warranty and repair the vehicle so that it is safe and drivable and dependable, then the consumer should not be obligated to pay because I have no dependable vehicle to drive so therefore, I am giving away money for free--receiving nothing in return. If the vehicle is not repaired effectively then I would like to be released from the sales contract.

Business

Response:

November 19, 2014To whom it may concern,This is in reference to the complaint submitted to you by [redacted]. The customer purchased her vehicle on August 9, 2014 and at that time the vehicle was state inspected. Our records indicate the vehicle's brakes were a 9/32 in thickness which clearly passes Pennsylvania State Safety Inspection. The customer did come in with a complaint on October 8, 2014 to our sister location in [redacted], PA. They 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, etc. are not covered under this agreement and would be the customers' responsibility. I have not been made aware of any mechanical problems since the customer purchased the vehicle.Sincerely,Dave GGeneral Manager

Review: I had purchase a vehicle September 19,2014 2003 [redacted] and when I got home car shut down I called the dealer and they stated it was the gas cap not tight. Engine light came on Next day I have not drove the car Wednesday I took the car to there service department and they fix the problem which was two hose was bad when leaving the shop the engine light came on again they told me to drive it for 30 miles and it will shut off by it self. Thursday morning on my way to work the car start shaking and then the car shut down again I called the service again and told them the situation they said to get towed in I then call Nick at dealer where I purchase the vehicle he said he will send there tow people to get it. I then had to call someone to come and get me off the road to the close store when I came back the car was gone. Friday morning I though the service had the car which they stated they didn't I called around and found out the state had tow the car. I Feel that I have not had this car no more then 5 days and had a lot of problems and would like my money back the company been involving meDesired Settlement: I would like my 800.00 back

Business

Response:

October 16, 2014To 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

Consumer

Response:

[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.]

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,