Lou Fusz Automotive Network

It is our policy to treat our customers with respect, and to ensure that each of our customers have a safe and reliable vehicle within our power.  After reviewing this case extensively we have found that our policy was not only adhered to, but the staff at the Mitsubishi location went above and...

beyond to ensure that the customer was taken care of.  The vehicles condition, was at fault for the seized bolt due to an abnormal amount of rust and a serious lack of maintenance.  The Mitsubishi location performed a bolt extraction at no charge to the customer, as well as offered a courtesy vehicle each time the customer was in.  We do not offer vehicles to non-warranty customers, our policy was stretched to accommodate her unique medical circumstances.  The customer received not only the service that was paid for, but she also received many services that she did not pay for and Lou Fusz had no obligation to offer.  She is currently operating the vehicle with the products and services that were rendered for a fee, and free of charge.  After reviewing audio files that were supplied regarding her phone conversations with our facility, a fair amount of dishonesty on the behalf of the customer was discovered.  In addition to the dishonesty, she was extremely abusive, and disrespectful to the personnel.  It is our finding that it is in the best interest of our network to terminate any further business relations regarding this customer.  No restitution shall be made, and we consider this case closed.  We will not entertain this matter any longer.

We have called and offered to pick up the car by tow truck and bring it to our shop to remove the device; and tow the vehicle back to the customers house. ( we offered that a long time ago) We also have called 3 times today to figure out a time and date that will work.  But can't get a hold of...

the customer.   Also, the device will not let you start your vehicle, due to killing the starter ( that's how the technology works )  so jumping the car battery to start the vehicle shouldn't have anything to do with the device.  Sounds like there could be other issues with the car.  The device is disabled from Passtime.

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:Not one individual we worked with at the dealership explained that the "We Owe" accessories were to be paid by me, the leasee. If I am responsible for these, why was a "We Owe" form for rain guards, a cargo mat and or tray, and bumper guard (if available) completed during the lease process?  Your communication and business practices are not straightforward and helpful to individuals you hope to keep as customers. 
In your response to my complaint, you stated that you have "addressed many concerns/issues [I] previously expressed. It is not clear to me how you have addressed these as no resolution has been made. Your continual failure to support someone who did make the decision to lease from you is appalling. [redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
Contact Name and Title: [redacted] Service Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
The customers deductible was waived. The customer picked up her and is satisfied.

The car did come "as is" but I was told it had been inspected and oil changed and fluids filled etc.  If they had really done an oil change and inspected it they should have seen these issues.  I contacted them the next business day and the salesmen wanted the information and the shop and...

the mechanic's name and numbers, but then they never called or followed up or even get back to me.   I thought it used to be if you bought a car you had 3 business days to cancel the sales contract, I don't know if that's true, but I almost thought about bringing the car back that day and demanding my money back or putting a stop payment on my check, but I thought they would act like a decent honest business and talk to me and make this right.

I guess let's start over, is this the Manufacture's warranty?  Or is this an extended warranty that you purchased from [redacted]?  If it is an aftermarket warranty , that claim is between you and the warranty company.  I would suggest calling them and asking why it's not covered, and the company can better explain it.   Also, is the vehicle in our Shop now?

I spoke with the client and he is wanting his full amount back for his warranty. the warranty is a refundable product but it is pro-rated as per the contract. the pro-rated amount is calculated by [redacted] not Lou Fusz. The customer is basically wanting the full amount back and that not per there contract.

Initial Business Response /* (1000, 6, 2015/11/12) */
I've had the check here ready for him to pick up. I guess the vehicle was damaged at the upfitter place, so I called them, and they sent the check in the amount Mr. [redacted] desired. All the other company wanted was something signed saying...

that he can't come back at them for the same damage. Though they are responsible, he wants the check from Lou Fusz for some reason, which I don't understand. Regardless, we have a check for him, but this is not exactly our responsibility, it's the other place's, who gave us the check to give to him. He can pick it up whenever he wants.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In this report you have not shown all of the documents that I sent to you, mainly the release form that the Explorer Van Co. wishes for me to sign. If you do not have this document, please let me know in order for me to send you another copy of it.

We will have the service manager call the customer to resolve the problem.

The customer is correct in that the vehicle was as is and I am pulling paperwork to make sure our service dept.did everything correct. I will respond with an answer this afternoon,and I am sorry for any inconvenience.

Initial Business Response /* (1000, 5, 2015/07/29) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
We have contacted Mr. [redacted] and scheduled an appointment to try and repair his clock, [redacted] is our Service Manager and he will personally...

handled this complaint with the customer.

To Whom It May Concern Mr. [redacted] purchased a 2017 Patriot from us on March 1st and at time of delivery one of the stipulations from the Lender was that he provide proof of income which he did for 2017.  The Lender then asked that the customer provide proof of income for 2016 since 2017 was...

for only 2 months.  This is where the problem came in, Mr [redacted] provided the necessary documentation but unfortunately his income did not coincide with what he stated on the credit application.   We called Mr. [redacted] and he stated that he took a leave of absence in 2016 for 10 months to take care of his father who was ill, since Mr. [redacted] was employed at [redacted] since 1995 the Lender was willing to accept that explanation as long as Mr. [redacted] could provide a contact person from [redacted] to verify and a letter stating that Mr. [redacted] was in fact om FMLA.  There were several attempts to contact Mr. [redacted] and after we finally reached him he stated he would provide us with the necessary documentation, Mr. [redacted] then provided us with a document with [redacted] logo on it but it did not appear legitimate and Mr. [redacted] was asked to provide the name and phone number of someone to contact at [redacted], his response was that no one at [redacted] is allowed to accept outside phone calls so we were unable to get the Lender to approve the contract.  Mr. [redacted] seemed to be only concerned about his down payment not the situation at hand and he was refunded his down payment less the first month payment since he had possession of the vehicle for almost 1 month, our goal is to sell a vehicle not take them back and if Mr. [redacted] had provided us with a very simple contact from [redacted] this problem would not have existed and he would still be an owner. Sincerely,[redacted]General ManagerLou Fusz CDJRF

We have reached out to the customer. We will issue her a check for sales tax and the $25 penalty.

To whom it may concern: The customer was made aware of the internet price change.  This was not a bait and switch, just a customer caught in the middle of a price change.  When a price is changed online,  it does take some time for the outside companies used to pull and post the...

information that was sent to them.  In the DISCLAIMER it discloses, " PRICES ARE SUBJECT TO CHANGE AT ANYTIME WITHOUT NOTICE!"  We are sorry for any inconvenience that may have been caused to the customer!

Initial Business Response /* (1000, 5, 2016/02/22) */
We have contacted this customer and have taken care of the issue.

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]

Initial Business Response /* (1000, 5, 2015/09/09) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@[redacted].com
I will have our IT department flag Mr. [redacted] as no-contact within our system, but there are times when we hire company's to send advertisements to...

and the customer info does not come out of our data base so there is nothing internally that I can do to stop it. It would be like asking [redacted] not do deliver grocery advertisements to him but it is ok to deliver to everyone else.

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.  Please note my original statement was true - I refused the car pass but they would not let me buy the car without it stating it was "built-in" to the cost. Who knows how many others these guys worked over. Definitely not respectable business practices. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I would not have had the vehicle on the day the windshield was broken(Thursday afternoon) if you would have worked continuously on my vehicle.  My appointment was on Tuesday(dropped it off Monday so you had all day on Tuesday); then no one looked at it for 2 days.  If the team that was working on my vehicle had Wednesday and Thursday off, someone else should have taken it over on Wednesday.  The mechanic that looked at it on Tuesday could not figure out where the noise is coming from anyway so maybe someone looking at it would have helped to solve the problem.  I don't understand why you needed more time to look at it when you had it a full day.  My guess is you were working on someone else's vehicle and not mine all day.  To me the way your service department operates just leaves the customer more inconvenienced then they need to.  I didn't want to stay in a minivan for 4 1/2 days.  I would much rather have my Jeep.  I will avoid your service department unless I absolutely have to and I will make sure to tell my story about your poor customer service and lack of skill to repair vehicles to every person I see.  To top it all off, you only fixed 1 of the 5 issues wrong with my vehicle.  The motor still makes the noise at 1200-1300 RPM and the rear end still makes a clunking noise when you take off from a stop.  I have a 15 and 16 year old that drive this vehicle and very concerned that it will break down on them or cause them to get into an accident.  I am highly frustrated and agitated with this whole service visit.    
Sincerely,
[redacted]