Empire Auto Group

Complaint Information:
text-align: left;" valign="top"> the trunk was a sticky latch that we fixed. the key is because customer ordered a new key and was not aware keys are chipped. however we sent vehicle to [redacted] and reprogrammed key to vehicle. this was not covered under warranty, but we covered this out of good faith. We disagree with the customers side of story. In any event vehicle is returned to customer and this incident is over. We will continue to strive to be the best we can in the small business community of connecticut.

Complaint Information:
text-align: left;" valign="top"> Customer had complaint of transmission issue. We confirmed her complaint and honored the warranty. Complaint has been resolved. We understand we can not make everyone happy regardless of how hard we try, however we will learn from this experience and strive for perfection. We take our role in the small business community very serious and appreciate each and every customer who chooses to do business with us.

[redacted] isnt being completely honest in her complaint. We 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 her. We 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 history. She received It by email and then called us back that is when we scheduled to the headrest and have the breaks done. We 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 well. If she need work done the service offer is still extended to her, as that was our arrangement with her.Mary L[redacted]

At Empire Auto Group we take complaints and concerns from our customers very seriously. Fortunately there is two sides to every story.  The customer did comeback with a complaint of a noise and upon inspection found a bad catalytic converter.  Prior to the sale of the vehicle, the vehicle...

did go through state of Connecticut emissions test and pass for the catalytic converter and many other components of the vehicle. The next complaint was out of the warranty period.  The complaint was that the vehicle would not switch out of gears and the transmission is bad. We sell a high volume of used cars on a daily basis, however they are used cars.  We abide by all laws on inspection and emissions compliance to protect the consumer prior to any sale. The law even states that we do not have to give a warranty on ant used motor vehicles over seven years of age, however we choose to extend the courtesy to this customer and many others .  This vehicle is being fixed under the warranty free of any charges.  In regards to the threatening comments, we totally deny anything was ever said to that extreme. In small business we are as big as our customer base. This means we mainly rely on word of mouth referrals from friends and family who have done trusted business with us and pass that trust along. We acknowledge that customers can choose any dealership in the country to do business with, but choose us! As far as the police comment goes, I have contacted a personal friend about the matter who says they have no report or knowledge of anyone coming in to make a complaint.  We are not a problem business in the community and we take pride on our reputation for helping customers with credit issues rebuild their future and get life back on track. Please let us know if you have any other questions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did make an arrangement to come on a Wednesday, November 30. I however called on Tuesday, November 29 and told them of my findings of the odometer changes, which I found out after speaking with them Saturday, November 27. When I spoke with them on that Tuesday, I told them I was contacting a lawyer and wanted my money back, contract void, and I would give the car back. Thus, meaning my Wednesday appointment would be cancelled. I was offered another car, but responded with the fact that I do not want any car from this lot considering they are frauds by selling me a totaled car with the odometer messed with. The only time I have said I was "fine wth the car" was when I spoke to the company on Saturday, November 27 before finding out about the odometer changes and the investigation by the attorney general. 
Regards,
[redacted]

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

Complaint Information: the trunk was a sticky latch that we fixed. the key is because customer ordered a new key and was not aware keys are chipped. however we sent vehicle to [redacted] and reprogrammed key to vehicle. this was not covered under warranty, but we covered this out of good faith. We...

disagree with the customers side of story. In any event vehicle is returned to customer and this incident is over. We will continue to strive to be the best we can in the small business community of connecticut.

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 2 days as you were told.  The average turn around time is 2 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 true. I 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 sales. The same way you choose to do business with empire auto group many others do as well. We have hired a cleaning crew that enters 2 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.

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 2013 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 DEALER. WHEN WE GO TO THE RMV IN MASS WE HAVE TO WRITE A CHECK FOR THE TAXES AND REGISTRATION UNTIL WE ARE REIMBURSED FROM THE LOAN. ON 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 VENDORS. PLEASE NOTE ANGELA SMITH RETURNED THE VEHICLE BECAUSE SHE DID NOT LIKE THE FINANCING TERMS SHE AGREED ON.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 30000 mile on it) from [redacted] dealer, and he gave me a month warranty for the powertrain and a year on the engine or 10000 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 certificate. Mahout 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 30000 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]

[redacted]
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]  I am still waiting for business to trade me another car, however, that step is not met yet. Furthermore, I am finding the car I bought have preexisting condition of bad engine, which needs to be replaced with the cost of almost $4,000, and also Chevy dealership gave me long estimate of about $5,000 to fix my car. I am confuse as the warranty the dealer stated will cover ever thing for engine and transmission is misleading. They are telling me, you will be responsible for disassembly of engine  which will cost $300 to $400. and further if they determine after opening the engine, the bad engine is due to lack of oil change, then they will not cover anything. I just changed oil once since I bought this car as I drove only about 2000 to 2500 miles. I am confused about this situation because I spend almost $7,000 dollars for this chevy 2010, and I already spend $650 to fix the check engine light, which is still there. Please Revdex.com, kindly help me to resolve this issue because the money I paid was from my dad's hard earned savings. My dad have two menial jobs, due to which he barely makes his living.

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 up-to 30 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.

We are still waiting for [redacted] but we heard that he had an accident with major damage to the car. Thanks,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 2000 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.

Complaint: [redacted]
I am rejecting this response because: are you seriously gonna tell a [redacted].. [redacted] Get a...

clue if anything you lied and said your cars have passed safety inspections when the clearly [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: had I know the car was a lemon I would have brought my business elsewhere 
Sincerely,
[redacted]

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]

Complaint: [redacted]
I am rejecting this response because: When Empire Auto Group got the call from Revdex.com they called me and said since I wanted a refund when are you returning the vehicle I said the next day which was 1 month that I had the vehicle. I never agreed on borrowing any money from him. I was told that he did me a favor by coming out of his pockets to register the car. If he can show me that signed paper work which I know that he can't. Because that was mentioned to me the day that I returned the car. Now the $400.00 I gave to him he told me on the 31st of May that my money would be applied to the car the when [redacted] bank contacted me and said that my money was not being applied to the car show me the paperwork on my agreement on that as well that's why the bank said they pulled out because he didn't follow the guidelines. I wonder who else is going through this? If I would have known that I wasn't going to get my full refund he would not have never gotten the car back that easy! Because of my honesty and I thought Empire Auto Group would be honest too.
Sincerely,
[redacted]