Kenny Ross Automotive Group

Review: I have called 6 times and asked to be removed from advertising. I bought a 2010 Chevrolet Malibu from them in 2010... I owned the car 6 months and sold it because I did not like it. I have asked several managers/salesmen to please remove my name from calling or mailing anything because I don't own the car and was unhappy with it. I still continue to have numerous calls and mailings weekly! I'm not sure what else to do?Desired Settlement: I would like to be removed from ALL advertising attempts phone or mail!

Business

Response:

Dear [redacted]: I have requested that [redacted]'s name immediately be removed from all Kenny Ross mailing lists. I hope that this request will satisfactorily resolve [redacted]s concerns. If there are any further problems, please don't hesitate to contact me.Sincerely,Karen W[redacted]

Review: I brought my Toyota 4Runner in for service on 10/18/11 when the mileage was 64,413. My complaint at that time was there is a strange oder coming from the car when accelerating. (See invoice [redacted]) Service responded they could not replicate the issue. I have been dealing with this smell since 2011. I recently took my 4Runner to an independent shop (Sept. 2009). The mechanice brought to my attention that there is a Toyota Technical Service Bulletin (T-SB-0342-09) that covers the odor on my make/model. This Bulletin only covers the repair under warranty until 80,000 miles.Now my vehicle has 100,00 miles and I have an 11 month old baby who is inhaling these fumes/smells. As it turns out, this "odor" is a known issue on my car. Toyota refuses to repair my car because I am now over warranty. (I purchased the extended 100,000 mile warranty when I purchased the car). I think it is ridiculous they will not cover this repair when it was a known issue and Iraised the concern when my car had 60,000 miles. The technician just didn't want to deal with the issue because I brought it in for several other concerns the same day. I think Toyota needs to stand by their warranty and repair my car.Desired Settlement: I want my car repaired under Technical Service Bulletin 0342-09. This odor issue is known/idenified on my make and model and would have been covered in 2011 when I raised the concern. I don't care if I am over warranty now, I didn't even know there was a TSB until someone told me. I do not want my baby smelling these fumes any long.

Business

Response:

The second time Ms. Shaffer had her 4 Runner in for service was 8-31-2011@64,413 miles customer asked to check for strange odor when accelerating. Service technition could not detect odor during road test.

Vehicle was in for services 11-9-2011@65,878 miles

3-5-2012 @72,652miles

3-13-2012 @73,728miles

3-16-2012 @73,946miles

1-19-2013 @92,345miles

On none of these service visits was the odor we were unable to detect referanced or were we asked to check again. REGRETFULLY the TSB ( Toyota Service Buletin ) expired at 80,000 miles. As a Dealer we can't submit a warranty claim past the effective in service date or past the mile limitation. We are unable to offer any assistance on this customers complaint

Respectfully,

Customer Relations Manager

Review: Shortly after Thanksgiving, I purchased a 2015 Chevy Silverado 2500 HD from the Somerset, PA location. Jacob B[redacted] was the salesperson. I was told that the stereo was equipped for satellite radio. After signing the papers to purchase the vehicle I was told that it did not have satellite radio capability. The sticker on the truck indicated that it included a "my link" upgrade which was approx. a $200 upcharge. To this day, nobody can tell me what it is that I paid that $200 for. I have spoken repeatedly with staff including the sales manager, Jayson, and even went into the location several times. I was told that the parts manager and several other people would contact me and each time nobody called me back. I had to call repeatedly or go in there myself and nobody was ever able to give me an answer. Additionally, at the time of sale, when I asked about upgrading my mirrors to towing mirrors, they said they'd get me a price and they came back with a price of approx. $1,100.00 . However other vehicles stickers indicate that this should only cost approx. $345.00 (as does the GM website) I feel that I am being mislead, pushed aside, and lied to at this point. I paid money for something that nobody can tell me what it was for. Your commercials all indicate that "satisfaction" is important to you yet I have explicitly indicated repeatedly how unsatisfied I am, and nobody seems to care . I am deeply disappointed in the staff's unwillingness to communicate post-sale , but feel at this point I have given them numerous opportunities to provide me with answer or to make the situation right and still nobody contacts me or gives me a resolution. I also emailed Karen W[redacted] at the corporate office with a deadline to address my issue and no response was given. I feel that not only was I lied to about the features of the vehicle that I purchased, but that the staff purposely mislead me in an attempt to get more money from me than was necessary or proper.

I know they are hoping I will let the issue go, but that's not going to happen. Hire more helpful & competent staff or direct me to someone who can give me answers.Desired Settlement: Ideally I would like someone to explain to me where the several hundred dollars went for the my link up grade. Since I was told prior to signing the contract that the vehicle had satellite radio, I'd expect the vehicle to have it. And I'd like to get the towing mirrors for the price that the other vehicles got them for.

Business

Response:

Dear Ms. [redacted]: Prior to the delivery of Mr. [redacted]'s vehicle, he was told that it was equipped with a satellite radio. Once the salesperson, Jacob B[redacted], discovered he made a mistake, Mr. [redacted] was informed, but he still made the decision to take delivery of the vehicle. Although the $200 upcharge for the radio had to be investigated, sales manager, Mark S[redacted], discovered that the upgrade charge was for the radio's color screen. Mr. S[redacted] also offered to assist the customer to cover the cost of an upgrade to the Chevrolet MyLink radio, but the customer said he could get a better price if he purchased aftermarket. With reference to the $1100 mirror upgrade vs. the $345 factory upgrade the explanation is as follows: The factory upgrade is done when the truck is built with mirrors and the wiring is done at the factory and he would not have been charged for the factory mirrors. When dealer installed, there's no credit for the original mirrors and the labor to install the wiring is extensive. Mr. [redacted] was aware that the truck did not have the towing mirrors at the time of purchase, which is the reason he asked for the cost to install at the dealer level. We have had no further contact with Mr. [redacted]. We value Mr. [redacted]'s business and hope that this response satisfactorily resolves his concerns.Sincerely,Jayson M[redacted]General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] Hello [redacted]! The information provide by Kenny Ross has fragments of truth to them. First in regards to the radio issue, Kenny Ross has acknowledged that I was told that the Silverado I was interested in had Satellite radio, after I signed my papers is when this was brought to my attention, no satellite radio. In talking with my sales person he did apologize and told me that they will make it right, and that's why I left with the truck, If he told me there's nothing that could be done I would not have left with truck. I took Kenny Ross for their word and we can see what that got me. The comments about the aftermarket radio was in regards to the price they wanted me to pay for the MyLink radio, I could get a better aftermarket radio for less than that. They make it sound like I rejected all their offers, one they didn't really make a serious offer, all but full price is not a good offer for something they told me they would make right. Paying for it myself is me making it right, not them! Also the manager told me if I want a satellite radio I should just to Walmart, and buy one there.Second the mirrors upgrade was asked about early in the sales process, and if the explanation that was giving is true then why wasn't that disclosed in the early stages of the sales conversation if that's policy, sales people should know that. I know for a fact that the wiring is not extensive and its done by harnesses and installation is less than 15 minutes per mirror, and this information was provided to me by other dealerships. I been told different things by so many people up there and can not separate truth from fiction. It seems like now they have a policy or a policy exist so why did it take over 2 months to have this policy explain, when the whole time I'm under the impression that this is a upgrade, which I'm told by others that it should be. I hope this sheds some light on this for you.

Review: I PURCHASED A CAR FROM KENNY ROSS 3 DAYS AGO. I WAS LOOKING FOR A FOUR DOOR TO DRIVE FOR UBER AND I ONLY HAD A 3 DOOR. I WAS TOLD THEY HAD NO YARIS'S AND WENT BACK THE NEXT DAY AND ONE WAS THERE SITTING IN THE SHOWROOM. I RECIEVED 500 FOR A TRADE IN ON MY GREAT CAR AND WAS TOLD THAT IT WAS SHOWING RUST (NOT TRUE), THAT IT NEEDED BRAKES (NOT TRUE), AND IT WOULD NOT PASS INSPECTION (NOT TRUE) I WAS ALSO TOLD DURING THE SELLING PROCESS THAT KENNY ROSS ALLOWS YOU TO RETURN A CAR IF YOU ARE NOT HAPPY WITH IT. I MADE THE PURCHASE BELIEVING IT WAS THE ONLY ONE I COULD GET AND DID CALL THEM TO SAY I WANTED TO RETURN IT THE NEXT DAY LIKE THEY SAID I COULD DURING THE SELLING PROCESS, BUT THEN WAS TOLD THAT I COULD RETURN IT, BUT HAD TO PURCHASE A CAR FOR MORE MONEY. THAT WAS THEIR POLICY. I WAS NOT TOLD THAT PART OF THE POLICY DURING SELLING TIME. I LIVE ON SSD AND WAS JUST TRYING TO GET A FOUR DOOR TO DRIVE FOR UBER AND ENDED UP SPENDING 20,000. I WAS LIED TO ABOUT THEIR POLICY AND WANT TO RETURN THE CAR. I DON'T HAVE BUYERS REMORSE, I WAS LIED TO ABOUT THEIR POLICY.

THANK-YOU,

MARYDesired Settlement: A BETTER DEAL OR A REPLACEMENT

Business

Response:

Dear [redacted]: With regard to the complaint filed by [redacted], I offer the following explanation. When [redacted] traded in her car, the following issues were discovered: 1. High Mileage 2. Body Damage (scrapes) 3. Interior had a very strong cigarette smoke odor 4. There were burn holes throughout the vehicle We offered her $500 on her trade and although she felt she deserved more, $500 it was the highest we could go, based on the issues we found with the car. [redacted] accepted our $500 trade offer. We also discounted our sales price $500 to get her in her desired payment range. [redacted] did inquire about returning the vehicle and during that conversation we explained the return policy to her, at which time she decided not to pursue. We have a signed copy of the exchange program in our file. If you need a copy, please don't hesitate to contact Karen Wills. We value [redacted]'s business and hope that this explanation satisfactorily resolves her concerns.Sincerely,David B[redacted]General ManagerKenny Ross Toyota[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased a 2007 Suzuki XL7 in February 2013. I have had issues with the vehicle in months previously. But nothing major. Recently in the months of June and July 2014 I have had my truck towed 3 times because it was over heating. On June 25th 2014 I had the vehicle towed to Kenny Ross because it was over heating. I received a call telling me that the fans @ fan motors that cool the engine needed to be replaced because they were shorting out. At which time they made it clear that they only specialize in the Toyota and the Scion, but they would fix my Suzuki. I picked my truck up on June 27th. On July 18th my vehicle had to be towed back to Kenny Ross because the fans they just put in were not working. I was then called and told a connector had melted on the wiring harness. And that they had contacted a junk yard to get a connector. Other wise I had to replace the whole wiring harness. I picked the vehicle up on July 24th. I was told by an employee Mr. [redacted] my vehicle was good and running fine. On July 29th my vehicle over heated again and I had the vehicle towed to Reese Automotive. On August 12th I was notified that my vehicle needed a new motor because it had over heated to many times, and could not be fixed as is. I contacted the GM. [redacted] at Kenny Ross because I'm seeking compensation for a new motor 3000.00, labor 1200.00, fans and fan motors I never needed 1223.97, and car insurance for 1 month 118.00 for a truck I can't drive because there mechanics couldn't fix it. Mr. [redacted] said that he wanted to try to help me. Well another manager contacted me on Tuesday August 19th. And said that if I wanted they would go to Reese Automotive and get my truck and the motor, tow it back out to Kenny Ross, put the motor in with no labor cost. I declined the offer, because I don't want Kenny Ross mechanics anywhere near my vehicle. They couldn't figure out what was wrong with it the 2 times it was towed to them in July. That's why my motor went....Desired Settlement: fans and fan motors 1223.97, motor 3000.00,labor 1200.00 car insurance 118.00

Business

Response:

September 11,1014

Regretfully ! At this time we will not be offering any further assistance to this customer for any requested cash settlement or service repairs to the vehicle purchased in February 2013.

July 19,2013 vehicle mileage @ 102,622 customer states engine overheating, found water pump to be leaking. Replaced water pump vehicle tested and running properly.

June 28,2014 Approx. 1 year later vehicle mileage 111,382 ( 8760 miles since last seen ) vehicle was towed in overheating. Found cooling fans were not operating, Cooling fans were replaced.

Vehicle was tested, ran for two hours, fans came on working properly, engine DID NOT OVERHEAT . Road tested 5 miles everything working properly.

July 25,2014 vehicle mileage @ 111,845 ( 463 miles since last seen ) Vehicle was returned to service cooling fans not working, found connector had shorted out and melted. As a goodwill gesture we replaced the connector, retested cooling system ,road tested, found every thing to be running properly.

Vehicle was towed to independent service repair shop.

August 19,2014 our Service Manager contacted customer, we offered to assist by towing vehicle from repair shop to our shop and putting in the engine that customer had already purchased with no charge for the tow or for

the labor to install it. Customer declined our offer.

We feel and are very confident that all the work we preformed on an engine with 111,845 miles was tested and properly completed each time it was in our service department.

Again & regretfully we are not willing to assist on this matter.

Respectfully

Customer Relations Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: I bought a Subaru Forester in April 2015 the engine now needs rebuilt/replaced. When it was taken to their shop they told me it was just outside the power train warranty and wanted to charge me $6500 for the bottom of the engine and told me possibly another $3000 on top of that. Many other consumers apparently are having these same problems with subarus. Also the timing belt appears to never have been replaced according to a mechanic who looked at it. The nuts around it are corroded which may have contributed to engine failure. My car failed one day with no warning signs. They told me my oil was low but was not leaking. That it must have burned up the oil. Yet no oil light ever came on to warn me of this. There also was never any engine light that appeared. On top of this Subaru called me with an automated survey in which I told them I was dissatisfied. Someone in the service department had the nerve to call and tell me that affects his pay. Pretty sure all of this affects my pay! As well. I am now looking at refinancing my loan for this and up to $5,000 in repairs.Desired Settlement: I want compensated for the charges of these repairs. I have only had this car 4 months this problem should not have occurred this soon. If it was services properly before sold this would not have been a problem.

Business

Response:

Dear [redacted]:With regard to the complaint filed by [redacted], I offer the following response.[redacted] purchased a 2009 Subaru Forester on April 16, 2015. During the purchasing process she was offered an extended warranty, which she declined. Extended warranties often cover service issues after the manufacturer’s warranty has expired. And the manufacturer’s warranty on [redacted]’s vehicle had expired, prior to the engine damage, as stated in her complaint.A multi-point inspection was done prior to [redacted] taking delivery and included a Lube, Oil & Filter change that certainly would have brought to light any oil leakage. In July 2015, [redacted] states that she had an oil change; however, she did not have that oil change done at the Kenny Ross Subaru dealership where she purchased her vehicle nor at any other Kenny Ross service facility. [redacted]’s vehicle, as well as all Subaru vehicles, must have the correct type of oil, proper amount of oil, the correct filter and most importantly a drain plug gasket, which other repair facilities rarely replace. When [redacted] brought the vehicle to Kenny Ross Subaru on August 15, 2015 her vehicle was stalling and was unable to be restarted. The oil was 2 qts. low and the engine damage was already evident. In accordance with [redacted]’s accounting of the problem, the oil leak and subsequent engine damage happened between her oil change at a non-Kenny Ross facility on July 15, 2015 and by the time she brought it into Kenny Ross Subaru on August 15, 2015. We value [redacted]’s business and hope that this explanation satisfactorily resolves this matter. Sincerely, Jimmy D[redacted]General ManagerKenny Ross Subaru

Review: The two parties involved were the financial manager [redacted] and a sales representative [redacted]. While in [redacted]'s office closing the deal, I was told by [redacted] that I would only be paying sales tax in Ohio based on the cash I paid them that day, and NOT on my trade in. They both reassured me that this was the case and it was a major sticking point because I was not wanting to do the deal if I had to pay all the sales tax. They reassured me and let me know that sales tax wasn't a big deal and that it was only on the cash I paid that day, so it was much less than normal. However, when I arrived at the title office yesterday I was informed that I must pay taxes on the entire bill of sale; the cash I paid ALONG with my trade in value which more than doubled the amount of sales tax I had to pay. When I called the dealership to confront them about this issue, they all claimed ignorance to the tax laws and said they weren't sure how they worked in Ohio. However while in their office, and in order to get the sale they assured me numerous times that I would not be paying taxes on my trade in value.Desired Settlement: I would like to receive a check for $379 to pay for the taxes on my trade in, those of which they told me I would not have to cover.

Business

Response:

With regard to [redacted] complaint concerning his Ohio sales tax issue, we resolved this matter with him prior to his leaving with the vehicle that day. Enclosed are copies of the original hand printed bill of sale which shows the agreed upon price of $9000 dollars. Also enclosed is a computer printed bill of sale which shows the total of $8720 and a check which we gave him to help with his taxes of $280. This was the amount that was agreed upon. Mr. [redacted] was fully aware that any tax amount due over the $280 would be his responsibility.

Review: I purchased a Chevy Cruz from this dealership and I purchased gap insurance every time I finance a vehicle I always buy Insurance and I called the finance manager her name was [redacted] and she told me that I did not purchase gap insurance I said that that wasn't correct since I sold the car I needed to get the check for the gap insurance and therefore she said that I did not have Gap insurance. I was very upset that money was to be mineDesired Settlement: I would like to request a check for the GAP insurance that I purchased one previous 2013 Chevy Cruze.

Business

Response:

Ms. [redacted] I have received all of the necessary paperwork that I will be sending to you today with regard to Mr. [redacted]'s concerns. All of our paperwork indicates that Mr. [redacted] 'declined' all options, including GAP insurance, which he did not purchase at the time of delivery. We value Mr. [redacted]'s business and hope this satisfies his concerns.Sincerely,[redacted]