Lou Fusz Automotive Network

Dear Sir or Madam: I am in receipt of the response from Lou Fusz on the above complaintWhile I understand their position on refund policies I am in disagreement with statements made Part of the company response states; “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.” I would like to know where there was any dishonesty on my partThe response also states “In addition to the dishonesty, she was extremely abusive, and disrespectful to the personnel.” When I spoke with [redacted] in his office on September 22, 2016, he said he fully understood my frustration because the ABS light was still staying onHe also indicated he spoke with the mechanic who worked on my vehicle and told me proper procedure for assuring the problem was fixed had not been followedI feel the dishonesty is on the part of the service department at Lou Fusz for not telling me the bolt in question was broken during the ABS sensor installationThis was not admitted to until after I contacted Lou Fusz after another mechanic discovered the bolt was broken when I was getting a second opinion on why the ABS sensor light was staying on while drivingFurthermore, the response states; “It is our finding that it is in the best interest of our network to terminate any further business relations regarding this customer.” Considering my vehicle is currently under a safety recall, Mitsubishi Motors has an obligation to fix my car once the parts are received and Lou Fusz Network is the only Mitsubishi dealers I am aware of in my areaIf this complaint is posted on the Revdex.com website, I feel my rebuttal to their response should be includedI have checked businesses through Revdex.com for years and rely on Revdex.com rating and other information such as complaints or customer experiences in making informed decisions

Initial Business Response / [redacted] (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

Mr [redacted] we apologize for the inability to pull up the coupon on you Cadillac service We will give you the $off your next visit for an oil change The Oldsmobile needed a green antifreeze which we did not have an ample supply We will provide the antifreeze flush for the Oldsmobile at 50% off when we preform the service Again we apologize for the confusion and look forward to assisting you in the future [redacted] General ManagerLou Fusz Chevrolet

[redacted] came in and bought a Mini Cooper during a sales event we were hosting at Lou Fusz Alfa Romeo and Fiat of Metro East During the test drive the customer and the sales associate informed management that a check engine light came on in thew car We discussed with the customer that if she liked and wanted to buy the vehicle we would have our shop fix the vehicle ASAP The customer agreed to continue with the purchase as long as we would put in writing that we would fix the car The customer as well as store management both signed the "We Owe" form stating we would fix the car The customer chose to drive the Mini Cooper home even though the engine light was on knowing we were going to fix for her within hrs [redacted] then called us the next day stating the car was making an odd sound Right away we had her car towed into our dealership at no charge to the customer and our shop diagnosed and fixed the problem The issue was an ignition coil was bad and we had it fixed just like we promised her we would at no charge to the customer When we told he that her car was ready to be picked up, she told us that she had changed her mind and didnt think she can afford the car She then stated that we were not supposed to deposit a $check that she had signed and given to us as a down payment No where in the deal is there any note of holding a check Lou Fusz does not take post dated checks The customer acknowledged that she felt remorse after buying the car and wanted out of the deal We do full disclosures of price, payment and details of the financing and the customer signed each and every form We do stride for 100% customer satisfaction so we have spoken to the customer and informed her we would let her out of the deal and we gave her a full refund of her money The customer has told us she is happy and appreciates us working to resolve the issue

This vehicle had multiple oil leaksThe main one that we could for sure verify was the power steeringThis was severeThis needed to be repaired because not only was it leaking but it was a serious safety concern considering that the steering could go outThere were numerous other small leaks that we could verify and we addressed them at that that timeWe only repaired oil leaks that we could be verified at that place in timeThe work WAS done by [redacted] who is ASE certified as well as being a General Motors master technician trained by General MotorsHe has also been a mechanic with Lou Fusz Buick-GMC for yearsHe does the best work

This company knew they sold us a car with issues,they continue to fail to provide us with a car fax

Lou Fusz Chevrolet apologizes for the tardy response as it seems the first notice was channeled incorrectly Lou Fusz Chevrolet agrees with the customer concerns and will repair the vehicle at no charge to the customer Thank you Lou Fusz Chevrolet

Initial Business Response / [redacted] (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 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 costWho knows how many others these guys worked overDefinitely not respectable business practices Sincerely, [redacted]

To Whom It May ConcernIn response to the complaint file to the Revdex.com by Mr [redacted] I have listed a timeline of events that have taken place over the past year and one half;June Mr [redacted] purchased a Jeep Renegade form Lou Fusz Jeep and at the time of delivery we passed to the customer the necessary documents for him to register and title his vehicle with the state of MissouriJuly Mr [redacted] 's goes to the License Office to register and title his vehicle and leaves with the understanding everything has been completed.August The State of Missouri sends a letter to [redacted] asking them to provide the State of Missouri with a lien release because the application shows [redacted] as lien holder, [redacted] responds that they cannot provide a lien release because they hold a lien on the vehicle not [redacted] *** For some reason which with the amount of time that has expired we cannot explain the wrong lien information was listed on the title application which we assume responsibility for that error.August The state sent several letters to Mr [redacted] regarding the discrepancy with the title asking him to contact them so they could communicate the problem with providing him with a title Mr [redacted] stated to us that he did in fact receive a couple of letters from the state that he ignored.December Almost one year and a half goes by and it is time for Mr [redacted] to renew his plates and when he goes to the title office to do so he is informed that they cannot issue new tags because there is a problem with his title, the customer then contacts us to figure out what the problem is so we called the State and it was determined that there was an incorrect lien listed on the title application Then we contact [redacted] to ask them to send us a lien release since they did not hold a lien on the vehicle and after a few days we received a lien release we could not read and new it would be a problem for the customer so we had to request for another lien release which we received After we received the lien release we forwarded it along with a notice of lien to the state requesting a new title.January Mr [redacted] called us to find out where his title was since he had not received it yet so we called the State and we were told by them that the State of Missouri was back logged processing titles and it could take several weeks to process On January 22nd a title was issued by the state for Mr [redacted] and mailed on January 23rd (verified by [redacted] ) and mail to him.February We received another call from Mr [redacted] inquiring about his tile so we called the state and they verified that the title was mailed out on the 23rd to the customer, at that time Mr [redacted] asked what address it was being mailed to and then he said that he had moved from that address but had his mailed forwarded to his fathers address This is the first time we heard anything about a different address, more time passed and again we called the state to inquire about the title and we were told that they had not received the title back but due to a change of address it has to be rerouted through Indianapolis it may take additional to get it back and if it were not back by the end of the month we would need to apply for a duplicate title which we did on the 28th of February.I would like to mention that if Mr [redacted] had brought this to our attention when he started receiving letters from the state we would have been able to address this much sooner, the state does not contact us to let us know there is a problem Mr [redacted] has visited our Service Department six times since purchasing the vehicle and has not one time mentioned anything about his title problem, it wasn't until it was time to renew his plates that it became an issue that we have done our best to help resolve The last thing that I must add is that Mr [redacted] is an abusive person who has cursed, name called, and threatened several of our employees all documented through recorded phone conversations, he has been hung up on twice after being asked by our employees to stop being abusive which he continued without remorse In closing I know that we may have created the problem to begin with and since we have found out about it we have done everything in our power to accommodate Mr [redacted] even though he shares some blame in part of the problem and have tried our best to turn a blind eye to his abusive manor One other mention the address that Mr [redacted] provided you is inaccurate, the [redacted] is in [redacted] Mo not in Tennessee Sincerely, [redacted] General ManagerLou Fusz CDJRF

The customer signed a contract and bounced a down payment with usWe had to send a repo for the Mazda because the customer was misinforming us on when he was showing up with the down payment to make up for the bounced checkHe then stopped all communicationWe had to contact the authorities to try and reacquire the vehicleThe customer came into the dealership on April 13th after we acquired the vehicle and stated he would bring in the down payment againWe have not heard from the customer since

Lou Fusz Chevrolet has left a message with Mr [redacted] to resolve their concerns We are looking forward to resolving the customers concerns

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 abamount 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

Complaint: [redacted] I am rejecting this response because: I wanted the business to take the car back and cancel the contract Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/02/09) */ Contact Name and Title: [redacted] finance dir Contact Phone: XXXXXXXXXX Contact Email: [redacted] @***.com Have spoken with the customer and have resolved the issue

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 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

We are pleased that this has been brought to our attention We sincerely apologize that one of our valued customers had this experience We at the Lou Fusz automotive network strive to ensure that each customer is treated with respect, and that they are equipped with a safe and reliable vehicle We are very proud of our used vehicles, as we only purchase and recondition the very best It is our sincerest intentions to repair this vehicle to the customers expectations We will make every effort to ensure that our customer is inconvenienced as little as possible Our Fixed Operations Manager for that location will reach out to the customer today and get this vehicle in for service to rectify these concerns

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]

Hit a curb during a bad ice storm in DecemberThis place was the closest certified dealership to meIt took a while to get it completed but they were slammed (no pun intended) with work to say the least***'s an MVP for that place, sincere and cares about his customers satisfaction***'s amazing crew is second to none, they know their stuff and do high-quality workMy Hyundai had a noise after the work was completed (the cleaner noticed it and said something!!) and even though [redacted] knew I was upset from it taking so long, he would not let the car go until his crew took a look at it againI'm ultimately glad he made that callHe went above and beyond to satisfy me and in the end I'm glad I made the choice to take it thereThank you [redacted] and thank you Lou Fusz Toyota Collision crew, you're all heroes in my eyes

We took the vehicle to our Jeep store , and our jeep store didn't find anything wrong with the vehicle We tried to trade her out of the vehicle and the bank limited us to same payment as the Jeep She didn't like any vehicle that we had that fell in the banks parameters At that point there is nothing we can do on our end We did everything possible to help her out We are still here to help, but the vehicle she picks out has to be in the $13k range