Empire Auto Group

The following is the response to the complaint ID number [redacted] The engine certificate does not exist so I am not sure what does the Customer wants.I made no promises to give any receipts, the car was sold dollar under market value with 1-month engine transmission warranty, and We had no further discussion about recipes.He came back after the check engine light Came On, we fixed the car, he even took the vehicle, without my authorization, to [redacted] dealership work was done to the Carl reimbursed the customer for the expanse, even though, it was not part of the agreement or the warranty, but at Empire Auto Group we take care of our customers

Great customer service! [redacted] is so helpful in making sure I found the right vehicle for mehighly recommend seeing [redacted] for your next purchase!

[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:Magen I was buying the car he told me that he just installed a new engine in the car ( almost brand new with mile on it) from [redacted] dealer, and he gave me a month warranty for the powertrain and a year on the engine or miles and I asked him for the car papers ( the title and the engine certificate) on the purchase day and he told me that he will prepare that for me and the next day he gave me the title and told me that he will ask his mechanic about the engine certificateMahout going to the dealer because every time I take a day off from my work to repair the car and I go to the mechanic appointment he tells me that he didn’t ordered the parts, I went to the dealer to diagnose the problem cause and they told me that engine made much more than miles and there is a main gasket in the engine has been changed after market so I went back to him and insisted to just see the engine certificate to check the mileage as I felt that I was mislead by him and he told me that he will ask his mechanic and asked me to call him the next day afternoon to remind him and I did.he didn’t reply for a week so I called him again and he told me that he is not gonna give Mr the certificate as this is his business secrets and privacy I told him I just want to know the mileage and the engine history for a car I bought and if you want hide the price of the engine and he refused.he mislead me by telling me about the engine mileage or even the engine replacement and he is now denying that he promised me with the engine certificate which I think one of my rights to know the real history of the car I bought from a dealer not from a private seller Regards, [redacted]

WE HAVE READ THE COMPLAINT IN DETAIL AND WOULD LOVE TO EXPLAIN OUR POINT OF VIEW WHEN ANGELA SMITH CAME TO EMPIRE AUTO GROUP TO PURCHASE THE NISSAN ALTIMA SHE WAS GIVEN A PURCHASE ORDER EXPLAINING THE BREAKDOWN OF FINANCING FOR THIS VEHICLE WHICH INCLUDED TAXES AND REGISTRATION ANGELA SMITH ENTER INTO THE CONTRACT ON HER OWN FREE WILL AT THE TIME WE HAVE NO CONTROL IF THE CUSTOMER DOES NOT READ THE FULL CONTRACT AND IT'S BREAKDOWN THIS CONTRACT EXPLAINS THAT SHE WAS BORROWING MONEY FOR THE VEHICLE AND FOR THE TAXES AND REGISTRATION ANGELA SMITH IS A MASS RESIDENT AND WE ARE A CT DEALERWHEN WE GO TO THE RMV IN MASS WE HAVE TO WRITE A CHECK FOR THE TAXES AND REGISTRATION UNTIL WE ARE REIMBURSED FROM THE LOANON THIS SAID DEAL ANGELA SMITH ASKED TO RETURN THE VEHICLE THAT WAS ALREADY REGISTERED SINCE THE REGISTRATION AND TAXES WERE PAYED SHE WAS INFORMED TO CONTACT THE DRS AND RMV IN MASS WHEN SHE CAME IN FOR HER DEPOSIT SHE THEN MADE A CALL TO THE RMV AND DMV AND HANDED ME THE PHONE TO EXPLAIN THE SITUATION THEY EXPLAINED TO HER TO FILL OUT A REQUEST FORM FOR A REFUND THIS IS EXACTLY WERE THIS ENDED THERE IS ABSOLUTELY NO TRUTH IN EMPIRE AUTO GROUP LOOSING A BUSINESS RELATIONS WITH ANY VENDORSPLEASE NOTE ANGELA SMITH RETURNED THE VEHICLE BECAUSE SHE DID NOT LIKE THE FINANCING TERMS SHE AGREED ON

We take your concerns seriously You were made very aware of the deposit policy and signed and agreement acknowledging it We worked hours upon hours getting you the vehicle you needed and expedited your approval of your bank statements the due diligence is on the customer to shop for the proper car insurance before entering into a legal binding contract In any event if you ca not find anyone to help you with insurance we completely understand We will make an EXCEPTION to the POLICY to refund your deposit Please allow days for accounting to issue a check Please be aware on your next purchase these are your responsibilities before going to HOLD a vehicle from other consumers and having to put a cramp on a small local business Thank you for your time

At empire auto group we take every complaint serious I would like to address your allegations In your complaint you expressed issues about the process taking over days as you were told The average turn around time is days, however that is based on the fact that your employer is easy to contact to verify your employment This is a no credit check loan, so this is based strictly on your proof of income If your employer refuses to return calls in a timely fashion on your behalf it is out of our hands The allegation of the salesman blocking your calls/texts is not trueI know this for a fact because he dropped his phone in water and was awaiting a new phone from his insurance company The smell of marijuana that you described is very true We now deal with this on a constant basis since legislation has choose to decriminalize small amounts We try very hard with to use air fresheners and neutralize odors as much as possible, however we have no control of what customers do before they arrive As for the cleanliness of the establishment I would like to point out how you noted we are extremely busy and it is true that we deal in high volume salesThe same way you choose to do business with empire auto group many others do as wellWe have hired a cleaning crew that enters times a week and strives very hard to keep up the establishment and keep it as clean as possible I hope this answers your questions and concerns and hopefully this puts your concerns at ease

[redacted] isnt being completely honest in her complaintWe did speak with her about the vehicle and gave her! he opportunity to switch vehicles, she stated that she liked the car and would be happy if we would do some work for herWe agreed to service the "squeaking" and purchase the headrests Which we have waiting for her here at the lot [redacted] had us purchase the items an d then never showed up for the appointment to have them installed, During this conversation in about the service she wanted done we also agreed supply her by email the Autocheck that details the car historyShe received It by email and then called us back that is when we scheduled to the headrest and have the breaks doneWe scheduled that and she did 'it show up [redacted] has told us on a few occasions she is satisfied and then turns around and recants that statement.We sold this vehicle b: low book value to [redacted] and below what other dealers would sell it for as wellIf she need work done the service offer is still extended to her, as that was our arrangement with her.Mary L [redacted]

Complaint Information: the trunk was a sticky latch that we fixedthe key is because customer ordered a new key and was not aware keys are chippedhowever we sent vehicle to [redacted] and reprogrammed key to vehiclethis was not covered under warranty, but we covered this out of good faithWe disagree with the customers side of storyIn any event vehicle is returned to customer and this incident is overWe will continue to strive to be the best we can in the small business community of connecticut

Complaint Information: Customer had complaint of transmission issueWe confirmed her complaint and honored the warrantyComplaint has been resolvedWe understand we can not make everyone happy regardless of how hard we try, however we will learn from this experience and strive for perfectionWe take our role in the small business community very serious and appreciate each and every customer who chooses to do business with us

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]

From: Avis N***Date: Thu, Oct 20, at 11:AMSubject: Letter*** *** ***Dear *** ***
As per my phone call to you please find attached a response to you letter with ID dated 9/26/2016.Regards,Empire Autoe
Groupe This is a letter concerning the complaint made by *** *** regarding a purchase of Chevrolet Malibu*** *** arrived at our dealership on 08/20/and after test driving several cars (including *** *** ***) made a decision to purchase *** *** ***Nobody force him to purchase the car and he made that decision based on the condition of the car and after test driving the car he loved itThe car had an accident involving the passenger side and he was aware of it, furthermore, the car had no hail damage, it had Virginia inspection and emissionsIt was a safe car to sell and Empire Auto Group followed all the regulations that are required by state of Virginia and the VA dealer board*** *** sign the AS IS form, he was given the Buyer’s guide and the odometer statementWe were very honest with him and sold the car way below KBB valueHis *** *** which was trade in, was not a safe vehicle to drive since the Airbag light was on and he motioned taking it to *** dealership where they couldn’t fix it, Empire Auto Group gave him for his car leaving him with a balance of dollars*** *** paid with checkHe also purchased a service contract 1-year powertrain warrantyFor dollarsWe also agreed that I will do oil change I will buy him a appear tire which was missing from the trunk and will make an additional keyHe came after few days I installed the spare tire, did an oil change and was given a dollar check so he could wash the car and make an additional key which cost dollars at ***He was very happy and he left with the carAfter a few days he came back to us and stated that he wanted to return the car since his father wants him to buy a Japanese carHe wanted to get a full refund and switch the car with Japanese carI did not have any *** *** in my inventory at the time and I couldn’t do the switch, besides he test drove the *** before test driving the *** and decided to purchase the *** Then he requested a full refund since his father was upset that he bought an American car, I explain to him that he purchased a beautiful car way below KBB value, nothing was wrong with the car and he father wanted him to buy an American car is not a good enough reason for me to take the car backEmpire Auto Group has done nothing wrongThe car was safety inspected and emission test was done on the vehicle it had a clear MD title which was given to *** ***h, however we are here to accommodate our customers therefore, just to provide the best customer service and make all of our customers happy I have agreed to switch his *** with *** *** ***So *** ***h is very happy and has no further complainsPlease resolve this issue by taking this out of Revdex.com records since it is resolved and both parties are happyEmpire Auto Group is a rapidly growing company and we want to maintain good standings with Revdex.com Highest Rgards KhM*** Empire Auto Group 10/19/

Complaint Information: Customer had complaint of transmission issueWe confirmed her complaint and honored the warrantyComplaint has been resolvedWe understand we can not make everyone happy regardless of how hard we try, however we will learn from this experience and strive for
perfectionWe take our role in the small business community very serious and appreciate each and every customer who chooses to do business with us

Hello,
I noticed on my complaint background the PRODUCT/SERVICE PURCHASED should be ***Thank youRegards, ***

We are sorry to hear of your complaint. However, as we spoke we told you the brakes are new and need to wear in. We offered to put formula on the brakes to help with the noise but you never got back to us. Every vehicle is safety inspected and emissions compliant at time of
sale. Your safety is of the up most importance to us. If you have any concerns please contact us directly as your vehicle is still under warranty. As far as your calls our concerned you have Mike's direct cell phone number and HAVE NEVER expressed any of these issues. We are aware you are waiting on a mirror cover, Which IS NOT a safety issue. Again please contact us directly with any concerns

From: *** *** Sent: Wednesday, June 04, 12:PMTo: Revdex.com
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Subject: ref*
this is in reference to a *** ***he was refunded his deposit in full even after signing a non refundable deposit purchase orderany questions please contact us back.thank you sincerely ***

Revdex.com:No we were not told not to purchase Chrysler or dodge cars before purchase not only that we purchased what we wanted as far as the type of car make and model we wanted I *** *** tried to pay what was needed which is what thy asked me for was my taxes once my car was fixed they then stated that I could not come and get my car even though I had all the money asked to pay to pick up the Dodge Charger and was denied I tired on many different occasions to pay for my car and was told I couldn't get it back that they were holding my car for collateral due to the payments Ms *** was to make on Her Chrysler which had nothing to do with me which at he time I had every penny they asked me for they then started to get rude and start to lie and say the people I need to talk to werent there or they would give names the manager Sean was very rude and talked to me like I was beneath him and was very unprofessional
*** ***

Ms*** and Ms*** signed a contract together and did not live up to their contract We recommended on several occasions that they not purchase Chrysler products because of the mechanical issues In the end they did not pay what was obligated If you need anything else
please don't hesitate to contact me.Thank YouKiona W***

Customer story is not 100% accurateCustomer could not come up with the rest of the deposit because they owed taxesHowever this matter has been resolved

As was said I was on vacation and unfortunately I am the only one authorized to sign checksThis being said deposit has been refunded We would also like to let the public know it is perfectly legal to have a "no refund of deposit" policy

EMPIRE AUTO GROUP HAS ALL THE PAPERWORK THAT SHE SIGNED STATING THAT THE TAX, REG, AND VEHICLE WOULD BE FINANCEDIF COPIES OF THIS IS NEEDED TO RE INSURE CUSTOMERS MEMORY WE WOULD BE HAPPY TO PROVIDE