[redacted] purchased a [redacted] from Lia Honda Northampton in April 2014. He was told by his salesperson there was a $399.00 conveyance/document fee.
Whether the sales associate misspoke or [redacted] misunderstood, I am not certain as
the sales associate said he stated to [redacted] that...
“in Massachusetts we can charge a doc fee”. He is correct in that even employees of the dealership pay this fee when purchasing a vehicle. We are aware that this fee is not “required by the state” but must be reported to the state. I feel that is where the miscommunication may have happened.
As a dealership we are within our rights to charge a doc fee. Massachusetts has no range or rules where doc fees are concerned. Our fees are clearly printed on the purchase and sales agreement, including the title fee and the Massachusetts state inspection fee.
I would like to stress, there was no malicious, unethical or illegal intent. I truly believe it was a misunderstanding.
I do apologize to [redacted] for the misunderstanding and any inconvenience this may have caused him.
Revdex.com:I did recieve a rental while service was being done. I was given no choice but to get a rental. 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]
Our corporate policy on personal checks is that there is a 10 business day waiting/clearing period before we issue a refund check. This was the case with your refund, and the check was mailed out after the waiting period. Donato [redacted] General Manager Lia Toyota of [redacted]
Revdex.com: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,I looked at a 2016 Jeep Compass. Was told payments would be 370-390 then I sat down with someone and they told me 450. I want a vehicle that I can stay around 260 and that has the same features I do now. I'm not satisfied with anything they have to offer me on the lot.[redacted]
The
MSRP listed for the vehicle Mr. [redacted] referenced in the online listing was
for a 2014 Kia Optima Hybrid LX with Convenience Package. The customer did not
pay for any missing features as the vehicle that was listed online with an
approximate MSRP of $27,985 and with a discounted listed price of $19,999. Were
a customer to price out a 2014 Kia Optima EX with the technology package they
would find an approximate MSRP of $35,475. The description of the vehicle was
in error, not the transaction price. Mr. [redacted] did not inquire about the
perceived missing options during his test drive, nor when he and his
wife came in to complete the transaction following day. I cannot
ascertain how Mr. [redacted] would not have inquired about nor have noticed
the options he feels were missing (leather seats vs cloth seats/panoramic
moonroof vs no moonroof/navigation system not present) prior to or during
delivery of the vehicle.[redacted]Lia Kiad[redacted]@liacars.com
Lia Auto Group [redacted] Revdex.com Complaint – [redacted] [redacted] We provided Mr. [redacted] and his wife a courtesy by buying their lease outright therefor they would not be charged any fees from Hyundai Leasing. According to Hyundai there was no delinquency on the account. The only person who can discuss this in detail is the customer directly with Hyundai Leasing. If for some reason there was a late payment notification submitted to the customer’s credit, only Hyundai Leasing can remove it. With what I gathered Hyundai stated that there was no delinquency reported and that the customer (Mr. [redacted]) has already called in to make sure this issue has been investigated and resolved. The number for Hyundai is [redacted]. We have tried to contact Mr. [redacted] multiple times to address the issue at hand but have had no success. Once Hyundai is contacted and if they state anything other than reporting on time payments to the credit institutions we would be more than glad to provide them with the same paperwork we provided to Mr. [redacted]. Salvatore [redacted] General Manager Lia Hyundai of Hartford ** [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 writing this letter in response to Mr. [redacted] complaint against The Lia Corporation. Mr. [redacted] first brought his vehicle into us on June 8th 2015 with these concerns customer states when accelerating vehicle seems to misfire and run rough. Technician soaked the engine down checked for codes and...
testdrove the vehicle. No codes were present and vehicle drove as designed. Mr. [redacted] was informed of our findings and was told to keep an eye on it and if he has further issues to bring it back and we would be more than happy to look at it. Second concern customer states please program new key. The Tech programmed the key and he was charged at no time was he promised by the service department that he would not be charged. Customer's third concern was that at times when down shifting there is a hardshift before stopping. The Tech checked for codes and test drove vehicle and found no hard shift and vehicle operating as designed again Mr. [redacted] was informed of our findings and told if he has any problems with the vehicle we would be more than happy to look at it for him. Mr. [redacted] fourth concern was that there is rattle noise coming from the tailgate when going over bumps. The Tech was able to confirm this and found a loose bolt in the tailgate. The Tech retightened the bolt and test drove vehicle the noise was gone and the vehicle was operating as designed. In regards to Mr. [redacted] claim that a tech broke the seat panel this is incorrect. The panel was broken prior to delivery and Mr. [redacted] sales man James [redacted] had it in the deal to be replaced however Mr. [redacted] is correct the part wasn't ordered until august when I was made aware of it. Mr. [redacted] brought his vehicle into us for a second time on August 4th 2015 with the following concerns. Customer states seat panel is broken. Tech installed seat panel. Second concern customer states there is a knocking noise from the engine in the morning .Tech was able to confirm Mr. [redacted] concern and found that the vehicle need a cylinder head and camshaft. Tech replaced cylinder head and vehicle was operating as designed. Mr. [redacted] brought his vehicle for the third time on September 29th 2015. Mr. [redacted] concerns this time were as follows. There is a loud whirring noise coming from the transmission when driving. Tech drove vehicle and found operating as designed. Second concern customer states there is a loud rattling noise coming from the engine compartment again tech test drove vehicle and found vehicle operating to manufacture specifications.Mr. [redacted] third concern was that he wanted the rear brakes inspected. The tech checked the brakes and found that they were in good shape. Mr. [redacted] final concern was that there was a clunking noise coming from the middle of the tail gate when going over bumps. The Tech was able to verify this concern and found the license plate bracket was causing the concern so the Tech rescored and the noise is gone. Mr. [redacted] was never charged for any of these repairs accept for the key and he was always put into a rental vehicle while we were working on his vehicle. Sincerely; Jeffrey [redacted]
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.
I do not agree with the response and details given. I personally had to make at least 12 calls to Hyundai finance as they were sending me bills for the balance of the lease as well as overage in mileage. I was the one who corrected the issue as both the checks sent from Lia were not applied to the account correctly and after many call I resolved the issue. The reason as I did not mention the other half that was not paid on my initial contact Mr. F[redacted] is I didn't know. I didn't find out until all funds were applied again after numerous calls by ME to Hyundai finance to resolve. Mr F[redacted] promised at least twice to call me back the same or next day and did not. I had to call him back a week later each time. I was trying to be patient hoping Mr. F[redacted] would make this right, which did not happen. I understand that I needed to pay the additional taxes which I did, but not the other 1/2 of the mileage as it was added to my lease. Making an accusation that I didn't even mention the 1/2 of the mileage overage until a month later is disheartening, after all the work I had to do to resolve the finance issues on my own. Again I have lease over 12 cars and as a Business Analyst for over 32 years I write down details and keep track of phone conversations and I have never had to do as much work after a sale and to be accused of trying to get something for nothing is unnerving. The bottom line is I was told to get the new car my lease would be $345, and I would have to pay all the mileage overage. I then said I would then just wait until the end of the lease, the manager then said how about we split it , I said how much would my half add to the lease he said about $3.00 so I agreed. That amount was added to my lease so I should not have had to pay twice once in my ongoing lease payment and what I ended having to send Hyundai Finance to resolve my account. Regards,
[redacted]
We apologize for the delay, we will overnight the lien release. We will pay for any fines incurred with proof of payment from customer. Donato [redacted] General Manager Lia Toyota of Colonie
We are sorry to hear that Mr. [redacted] feels as
though his complaint is being ignored, however Daniel F[redacted] has been in
contact with the customer on multiple occasions regarding this issue. Upon our
last communication with Mr....
[redacted], Daniel informed him that we would
need documentation that supported his claim that the driver’s door power lock
was not in working order. Due to Mr. [redacted]’s geographical location, we need
said documentation to support that the problem truly exists. This is due to the
fact that Mr. [redacted] stated he did not notice the issue while he personally
drove the Silverado in question from Albany, NY to Pittsburgh, PA. If the
documentation is provided as previously requested, we would be willing to
provide one – hundred and fifty dollars (150) of the three – hundred dollars
(300) due. Please forward supporting document to Christopher S[redacted] at [redacted]Chris S[redacted] General Manager LIA CHRYSLER JEEP DODGE RAM SRT
Revdex.com:
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]
To Revdex.com:Lia Hyundai seems to want to wash their hands and want to distance themselves from this....But, I did business with Lia Hyundai in Enfield....leased and brought back the car to them....They never told me about the disposition fee that was in the contract and never explained to me what that exactly meant....Had I known at the time, I would never have signed the lease.....They sent the paper work to [redacted], letting them know that I was no longer their customer.....They knew that I would be billed....I need your help in resolving this.....
In response to your question - No, Lia has not contacted me. I sent 3 emails to them to resolve the issue but they never responded. Thank you,[redacted]
Hello- I did not pay out of pocket for the repairs as it was covered under warranty. I did lose time from work and salary to take the Jeep to be repaired the first time and then driving back upstate because Chris promised to switch the Jeep and I emailed date I would be up in town, I also emailed him when I was coming and CC the salesman and when I got upstate, Chris took a vacation day and I saw the salesman and he couldn't do anything. I have all the emails I can forward to you as paper trail.
Phone conversation - Susan Miller states that she had agreed to the $67 refund as stated by Dominick, she finally made contact around 9/8. As of today, all he keeps asking for is further information and refuses to send the refund. They are just playing games. Send me the refund that you offered in your response.
I have called and text Mr. [redacted]. He has not responded. He requested we perform a four wheel alignment during his first visit stating he had a control arm replaced at another shop. The car was in an accident and aftermarket parts installed prior to his visit here at Lia Infiniti....
The passenger front wheel bearing we replaced was bad. We could not warranty the wheel bearing due to the fact that it was aftermarket. In the photos above it shows the stabilizer bar and stabilizer links are shifted to the right. This most likely would be caused by some sort of impact. This is also causing the stabilizer bar itself to knock against the lower suspension. We cannot guarantee that any other noise is there or will go away due to the fact that the car has been in accident and the front suspension seems shifted. We can however replace the stabilizer links at no charge to the customer, but he would be responsible for the stabilizer bar to be replaced. We can also further diagnose and decipher if the car will need any other repairs to completely fix the grinding noises and clunking. Based on the outcome of the free diagnosis we can decipher what is a warrantable issue and complete all warrantable repairs and advise on what is not warrantable. Thanks Paul [redacted] [redacted] Service Manager Lia Infiniti
[redacted] brought her vehicle in on April the Third. The technician test drove the vehicle and found the rear struts were making noise. The technician replaced the struts and the Service Advisor ([redacted] ) test drove it and found the noise to be gone. [redacted] brought the vehicle back...
in on April the 13th stating it was still making noise. I went out to her vehicle and was able to verify her concern. I had the vehicle brought into the shop and diagnosed. The technician found that the right rear control arm was failing. I then put [redacted] in a rental vehicle. The Technician replaced the control arm and then he and I test drove the vehicle. We found that there was no noise and the vehicle was operating as designed. We sent the vehicle to the body shop to have the scratch on the driver’s side door taken care of. When [redacted] picked up her vehicle she noticed a different scratch on the driver’s side, another on the rear passenger door and a dent on the front passenger door. She also found marks on the hood of the car. [redacted] contacted [redacted] Fullerton on April 24th. [redacted] Fullerton (Parts and Service director) looked at the vehicle with [redacted] (Body Shop Manager) and then contacted [redacted] and advised her that Lia would take care of the dent and the scratch out of good-will but were not taking care of the marks on the hood because they were stone chips and had been there for some time due to rust forming. [redacted] okay-ed the repairs and they were performed. We stand behind the vehicle we sold and did everything possible for customer satisfaction. Sincerely,[redacted]Service Manager Lia CJDR
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. The resolution offered by the Lia Controller do not satisfying my requests. I was verbally promised by [redacted] that he would provide a detailed explanation ,within 24 hours of our face to face meeting , explaining why the bumper took so long to arrive, to explain the delay in repairing the car once the bumper arrived, why my brand new headlamp was not working when [redacted] told me my car was ready for pick up, and why the person responsible for handling my repair did not call me for ten days prior to Christmas.
The four sentence response I just received provides zero explanation for my stated concerns . Further the offer of a $250 gift card to bring my car back to this terrible facility for service or parts is insulting. The Lia Controller is aware my car is [redacted] brand. Therefore all maitenance services are completed at an [redacted] dealership. Not Lia Collision. Nor would I ever purchase any parts or a vehicle from Lia Collison. Lia Collision shop should return my $500 deductible to repair the damage they did to my life by this dreadful repair process. Lia Collision did not earn the $500 deductible I paid them. I do not accept the $250 as I will never ever return to the Lia Collision facility. Regards, [redacted]
Mr.
[redacted]
Our
salesperson advised that there may be charges to the car for excess wear and
use. That is the case with any lease being turned in and is contractual
between the lessee -you- and the lessor -[redacted]).
He was giving you the professional...
courtesy up front. Whether it was
before, during, or after the sale is irrelevant. As discussed, [redacted] hires
an outside company that inspects the vehicles with their strict
guidelines. Lia Toyota has nothing to do with their inspection parameters
as the lease is through [redacted].
As
for being offered the EWU insurance on the previous lease, you leased it from
another dealer. We had no involvement with that transaction.
The
statement that you allege made by [redacted] that you should come to Lia and have the
bill forgiven is a statement I have never heard before from [redacted]. I would
take your recording and ask to play it for the [redacted] branch manager. In my
experience the only company that can forgive a lease charge is the lessor-[redacted].
You
claim that there should be a policy that the customer should be given all
information before the sale. I assume the dealer who you brought the
original lease from provided you with a lease contract. This details your
obligations to [redacted]. As well as their obligations to you. Also, you
received a packet from [redacted] showing all of your lease-end options (usually 2-3
months before) including templates for acceptable wear and tear. In
addition, you were called by their 3rd party company to schedule a
pre-inspection of the vehicle at no charge. If you had accepted that, you
also would have know in advance what the potential damage charges would have
been.
Neither
[redacted] nor Lia Toyota have acted unethically in any part of this transaction.
Lia will not be paying for any charges incurred.
Respectfully
Donato B
Lia Toyota of Colonie
2116 Central Avenue
Schenectady, NY 12304
[redacted] purchased a [redacted] from Lia Honda Northampton in April 2014. He was told by his salesperson there was a $399.00 conveyance/document fee.
Whether the sales associate misspoke or [redacted] misunderstood, I am not certain as
the sales associate said he stated to [redacted] that...
“in Massachusetts we can charge a doc fee”. He is correct in that even employees of the dealership pay this fee when purchasing a vehicle. We are aware that this fee is not “required by the state” but must be reported to the state. I feel that is where the miscommunication may have happened.
As a dealership we are within our rights to charge a doc fee. Massachusetts has no range or rules where doc fees are concerned. Our fees are clearly printed on the purchase and sales agreement, including the title fee and the Massachusetts state inspection fee.
I would like to stress, there was no malicious, unethical or illegal intent. I truly believe it was a misunderstanding.
I do apologize to [redacted] for the misunderstanding and any inconvenience this may have caused him.
Revdex.com:I did recieve a rental while service was being done. I was given no choice but to get a rental. 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]
Our corporate policy on personal checks is that there is a 10 business day waiting/clearing period before we issue a refund check. This was the case with your refund, and the check was mailed out after the waiting period. Donato [redacted] General Manager Lia Toyota of [redacted]
Revdex.com: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,I looked at a 2016 Jeep Compass. Was told payments would be 370-390 then I sat down with someone and they told me 450. I want a vehicle that I can stay around 260 and that has the same features I do now. I'm not satisfied with anything they have to offer me on the lot.[redacted]
The
MSRP listed for the vehicle Mr. [redacted] referenced in the online listing was
for a 2014 Kia Optima Hybrid LX with Convenience Package. The customer did not
pay for any missing features as the vehicle that was listed online with an
approximate MSRP of $27,985 and with a discounted listed price of $19,999. Were
a customer to price out a 2014 Kia Optima EX with the technology package they
would find an approximate MSRP of $35,475. The description of the vehicle was
in error, not the transaction price. Mr. [redacted] did not inquire about the
perceived missing options during his test drive, nor when he and his
wife came in to complete the transaction following day. I cannot
ascertain how Mr. [redacted] would not have inquired about nor have noticed
the options he feels were missing (leather seats vs cloth seats/panoramic
moonroof vs no moonroof/navigation system not present) prior to or during
delivery of the vehicle.[redacted]Lia Kiad[redacted]@liacars.com
Hello,Please see the postal receipt sent to Ms. [redacted] attached. Thank You
Lia Auto Group [redacted] Revdex.com Complaint – [redacted] [redacted] We provided Mr. [redacted] and his wife a courtesy by buying their lease outright therefor they would not be charged any fees from Hyundai Leasing. According to Hyundai there was no delinquency on the account. The only person who can discuss this in detail is the customer directly with Hyundai Leasing. If for some reason there was a late payment notification submitted to the customer’s credit, only Hyundai Leasing can remove it. With what I gathered Hyundai stated that there was no delinquency reported and that the customer (Mr. [redacted]) has already called in to make sure this issue has been investigated and resolved. The number for Hyundai is [redacted]. We have tried to contact Mr. [redacted] multiple times to address the issue at hand but have had no success. Once Hyundai is contacted and if they state anything other than reporting on time payments to the credit institutions we would be more than glad to provide them with the same paperwork we provided to Mr. [redacted]. Salvatore [redacted] General Manager Lia Hyundai of Hartford ** [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 writing this letter in response to Mr. [redacted] complaint against The Lia Corporation. Mr. [redacted] first brought his vehicle into us on June 8th 2015 with these concerns customer states when accelerating vehicle seems to misfire and run rough. Technician soaked the engine down checked for codes and...
testdrove the vehicle. No codes were present and vehicle drove as designed. Mr. [redacted] was informed of our findings and was told to keep an eye on it and if he has further issues to bring it back and we would be more than happy to look at it. Second concern customer states please program new key. The Tech programmed the key and he was charged at no time was he promised by the service department that he would not be charged. Customer's third concern was that at times when down shifting there is a hardshift before stopping. The Tech checked for codes and test drove vehicle and found no hard shift and vehicle operating as designed again Mr. [redacted] was informed of our findings and told if he has any problems with the vehicle we would be more than happy to look at it for him. Mr. [redacted] fourth concern was that there is rattle noise coming from the tailgate when going over bumps. The Tech was able to confirm this and found a loose bolt in the tailgate. The Tech retightened the bolt and test drove vehicle the noise was gone and the vehicle was operating as designed. In regards to Mr. [redacted] claim that a tech broke the seat panel this is incorrect. The panel was broken prior to delivery and Mr. [redacted] sales man James [redacted] had it in the deal to be replaced however Mr. [redacted] is correct the part wasn't ordered until august when I was made aware of it. Mr. [redacted] brought his vehicle into us for a second time on August 4th 2015 with the following concerns. Customer states seat panel is broken. Tech installed seat panel. Second concern customer states there is a knocking noise from the engine in the morning .Tech was able to confirm Mr. [redacted] concern and found that the vehicle need a cylinder head and camshaft. Tech replaced cylinder head and vehicle was operating as designed. Mr. [redacted] brought his vehicle for the third time on September 29th 2015. Mr. [redacted] concerns this time were as follows. There is a loud whirring noise coming from the transmission when driving. Tech drove vehicle and found operating as designed. Second concern customer states there is a loud rattling noise coming from the engine compartment again tech test drove vehicle and found vehicle operating to manufacture specifications.Mr. [redacted] third concern was that he wanted the rear brakes inspected. The tech checked the brakes and found that they were in good shape. Mr. [redacted] final concern was that there was a clunking noise coming from the middle of the tail gate when going over bumps. The Tech was able to verify this concern and found the license plate bracket was causing the concern so the Tech rescored and the noise is gone. Mr. [redacted] was never charged for any of these repairs accept for the key and he was always put into a rental vehicle while we were working on his vehicle. Sincerely; Jeffrey [redacted]
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.
I do not agree with the response and details given. I personally had to make at least 12 calls to Hyundai finance as they were sending me bills for the balance of the lease as well as overage in mileage. I was the one who corrected the issue as both the checks sent from Lia were not applied to the account correctly and after many call I resolved the issue. The reason as I did not mention the other half that was not paid on my initial contact Mr. F[redacted] is I didn't know. I didn't find out until all funds were applied again after numerous calls by ME to Hyundai finance to resolve. Mr F[redacted] promised at least twice to call me back the same or next day and did not. I had to call him back a week later each time. I was trying to be patient hoping Mr. F[redacted] would make this right, which did not happen. I understand that I needed to pay the additional taxes which I did, but not the other 1/2 of the mileage as it was added to my lease. Making an accusation that I didn't even mention the 1/2 of the mileage overage until a month later is disheartening, after all the work I had to do to resolve the finance issues on my own. Again I have lease over 12 cars and as a Business Analyst for over 32 years I write down details and keep track of phone conversations and I have never had to do as much work after a sale and to be accused of trying to get something for nothing is unnerving. The bottom line is I was told to get the new car my lease would be $345, and I would have to pay all the mileage overage. I then said I would then just wait until the end of the lease, the manager then said how about we split it , I said how much would my half add to the lease he said about $3.00 so I agreed. That amount was added to my lease so I should not have had to pay twice once in my ongoing lease payment and what I ended having to send Hyundai Finance to resolve my account. Regards,
[redacted]
We apologize for the delay, we will overnight the lien release. We will pay for any fines incurred with proof of payment from customer. Donato [redacted] General Manager Lia Toyota of Colonie
We are sorry to hear that Mr. [redacted] feels as
though his complaint is being ignored, however Daniel F[redacted] has been in
contact with the customer on multiple occasions regarding this issue. Upon our
last communication with Mr....
[redacted], Daniel informed him that we would
need documentation that supported his claim that the driver’s door power lock
was not in working order. Due to Mr. [redacted]’s geographical location, we need
said documentation to support that the problem truly exists. This is due to the
fact that Mr. [redacted] stated he did not notice the issue while he personally
drove the Silverado in question from Albany, NY to Pittsburgh, PA. If the
documentation is provided as previously requested, we would be willing to
provide one – hundred and fifty dollars (150) of the three – hundred dollars
(300) due. Please forward supporting document to Christopher S[redacted] at [redacted]Chris S[redacted] General Manager LIA CHRYSLER JEEP DODGE RAM SRT
Revdex.com:
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]
To Revdex.com:Lia Hyundai seems to want to wash their hands and want to distance themselves from this....But, I did business with Lia Hyundai in Enfield....leased and brought back the car to them....They never told me about the disposition fee that was in the contract and never explained to me what that exactly meant....Had I known at the time, I would never have signed the lease.....They sent the paper work to [redacted], letting them know that I was no longer their customer.....They knew that I would be billed....I need your help in resolving this.....
In response to your question - No, Lia has not contacted me. I sent 3 emails to them to resolve the issue but they never responded. Thank you,[redacted]
Hello- I did not pay out of pocket for the repairs as it was covered under warranty. I did lose time from work and salary to take the Jeep to be repaired the first time and then driving back upstate because Chris promised to switch the Jeep and I emailed date I would be up in town, I also emailed him when I was coming and CC the salesman and when I got upstate, Chris took a vacation day and I saw the salesman and he couldn't do anything. I have all the emails I can forward to you as paper trail.
Phone conversation - Susan Miller states that she had agreed to the $67 refund as stated by Dominick, she finally made contact around 9/8. As of today, all he keeps asking for is further information and refuses to send the refund. They are just playing games. Send me the refund that you offered in your response.
I have called and text Mr. [redacted]. He has not responded. He requested we perform a four wheel alignment during his first visit stating he had a control arm replaced at another shop. The car was in an accident and aftermarket parts installed prior to his visit here at Lia Infiniti....
The passenger front wheel bearing we replaced was bad. We could not warranty the wheel bearing due to the fact that it was aftermarket. In the photos above it shows the stabilizer bar and stabilizer links are shifted to the right. This most likely would be caused by some sort of impact. This is also causing the stabilizer bar itself to knock against the lower suspension. We cannot guarantee that any other noise is there or will go away due to the fact that the car has been in accident and the front suspension seems shifted. We can however replace the stabilizer links at no charge to the customer, but he would be responsible for the stabilizer bar to be replaced. We can also further diagnose and decipher if the car will need any other repairs to completely fix the grinding noises and clunking. Based on the outcome of the free diagnosis we can decipher what is a warrantable issue and complete all warrantable repairs and advise on what is not warrantable. Thanks Paul [redacted] [redacted] Service Manager Lia Infiniti
[redacted] brought her vehicle in on April the Third. The technician test drove the vehicle and found the rear struts were making noise. The technician replaced the struts and the Service Advisor ([redacted] ) test drove it and found the noise to be gone. [redacted] brought the vehicle back...
in on April the 13th stating it was still making noise. I went out to her vehicle and was able to verify her concern. I had the vehicle brought into the shop and diagnosed. The technician found that the right rear control arm was failing. I then put [redacted] in a rental vehicle. The Technician replaced the control arm and then he and I test drove the vehicle. We found that there was no noise and the vehicle was operating as designed. We sent the vehicle to the body shop to have the scratch on the driver’s side door taken care of. When [redacted] picked up her vehicle she noticed a different scratch on the driver’s side, another on the rear passenger door and a dent on the front passenger door. She also found marks on the hood of the car. [redacted] contacted [redacted] Fullerton on April 24th. [redacted] Fullerton (Parts and Service director) looked at the vehicle with [redacted] (Body Shop Manager) and then contacted [redacted] and advised her that Lia would take care of the dent and the scratch out of good-will but were not taking care of the marks on the hood because they were stone chips and had been there for some time due to rust forming. [redacted] okay-ed the repairs and they were performed. We stand behind the vehicle we sold and did everything possible for customer satisfaction. Sincerely,[redacted]Service Manager Lia CJDR
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. The resolution offered by the Lia Controller do not satisfying my requests. I was verbally promised by [redacted] that he would provide a detailed explanation ,within 24 hours of our face to face meeting , explaining why the bumper took so long to arrive, to explain the delay in repairing the car once the bumper arrived, why my brand new headlamp was not working when [redacted] told me my car was ready for pick up, and why the person responsible for handling my repair did not call me for ten days prior to Christmas.
The four sentence response I just received provides zero explanation for my stated concerns . Further the offer of a $250 gift card to bring my car back to this terrible facility for service or parts is insulting. The Lia Controller is aware my car is [redacted] brand. Therefore all maitenance services are completed at an [redacted] dealership. Not Lia Collision. Nor would I ever purchase any parts or a vehicle from Lia Collison. Lia Collision shop should return my $500 deductible to repair the damage they did to my life by this dreadful repair process. Lia Collision did not earn the $500 deductible I paid them. I do not accept the $250 as I will never ever return to the Lia Collision facility. Regards, [redacted]
Mr.
[redacted]
Our
salesperson advised that there may be charges to the car for excess wear and
use. That is the case with any lease being turned in and is contractual
between the lessee -you- and the lessor -[redacted]).
He was giving you the professional...
courtesy up front. Whether it was
before, during, or after the sale is irrelevant. As discussed, [redacted] hires
an outside company that inspects the vehicles with their strict
guidelines. Lia Toyota has nothing to do with their inspection parameters
as the lease is through [redacted].
As
for being offered the EWU insurance on the previous lease, you leased it from
another dealer. We had no involvement with that transaction.
The
statement that you allege made by [redacted] that you should come to Lia and have the
bill forgiven is a statement I have never heard before from [redacted]. I would
take your recording and ask to play it for the [redacted] branch manager. In my
experience the only company that can forgive a lease charge is the lessor-[redacted].
You
claim that there should be a policy that the customer should be given all
information before the sale. I assume the dealer who you brought the
original lease from provided you with a lease contract. This details your
obligations to [redacted]. As well as their obligations to you. Also, you
received a packet from [redacted] showing all of your lease-end options (usually 2-3
months before) including templates for acceptable wear and tear. In
addition, you were called by their 3rd party company to schedule a
pre-inspection of the vehicle at no charge. If you had accepted that, you
also would have know in advance what the potential damage charges would have
been.
Neither
[redacted] nor Lia Toyota have acted unethically in any part of this transaction.
Lia will not be paying for any charges incurred.
Respectfully
Donato B
Lia Toyota of Colonie
2116 Central Avenue
Schenectady, NY 12304