Paul Cerame Auto Group Inc

Date Sent: 7/5/2017 9:33:02 AMWe apologize for the inconvenience that the customer has experienced and also the unprofessional manner in which she was addressed. The supervisor for the employees she was working with has reached out to her and is attempting to work with her on a resolution. We believe it can be resolved to her satisfaction. If there are any questions or concerns her contact here is Mr. [redacted], General Sales Manager. He may be reached at [redacted], or e[redacted]@cerame.com. Thanks you.Tell us why here...

Initial Business Response /* (1000, 7, 2015/12/23) */
We apologize for the delay in responding. We would like to work with the customer to try and resolve the concerns. We would like the customer to first contact our Pre-Owned Manager, Mr. [redacted] at Paul Cerame Kia. XXX-XXX-XXXX, anytime...

during the week of 12/28, or at her convenience. If the customer is still not satisfied she may then contact Mr. [redacted] General Manager, at the same number.
Thank you.
Initial Consumer Rebuttal /* (3000, 9, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted] contacted me via my cell phone on December 23, 2015. I explained to him that I have paid out of my pocket to have my car repaired and want them to reimburse me. I am suppose to take my car in one day for him to look at it along with my receipts. Based on our conversation I want this complaint to remain open until I have my discussion with Mr. [redacted] in person. I plan to take my car into the dealership sometime during the next week. (by January 6, 2016)

The "how to play" describes exactly how to claim winning prizes. The official pin number determines the prize for that particular mailer. The available prize payouts range from $2-$25,000 which can be won. The pin number on this mailer matched a winning payout of $2.00 which we show as...

accepted.

We would like to acknowledge receipt of the complaint and will respond shortly.

Initial Business Response /* (1000, 5, 2015/07/30) */
Contact Name and Title: [redacted] body shop man
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@[redacted].com
we talked to state farm they said [redacted] E [redacted] has to authorize checkout fee of $150.00 to see if it is accident related. If it is...

state farm will pay for repairs and check out fee, if not she will be responsible for check out fee and repairs. we told [redacted] E [redacted] this, and did not authorize checkout fee

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]

We are currently attempting to duplicate the concern that the customer tells us she is having. If we can verify it and if it is related to our recent repair work, we will fix it at no cost to the customer. If the current problem is unrelated to that repair and we find the original repair was not...

necessary, we will refund the customer or give her credit toward the new repair.Given that this customer has owned the vehicle for 2 years and did not buy it from us, we will not consider any discussion about buying it from her. We would suggest she take that up with the selling dealer.For any additional assistance or information please contact our Service Manager, [redacted], at [redacted].

Complaint: [redacted]
I am rejecting this response because:
I gave them my money in good faith that I would have a reliable automobile. I paid just about half of the cost of the car in cash just shy of $495 dollars missing the mark. I understand that things happen. But this is something I wouldn't want this to happen to anyone. I have had this car for just about 30 days. It is july 12, 2017 and I have not seen nor drove my car this month. Im just So stress about this ordeal. One the car was over price and I tried a week later to trade it to the Chrysler dealer and they would only give me $19,000 - 20,000 for it. Wow!!! I paid $27,000 for it and it's broke in the shop. I would love to have my money back.Now it's time to go pay sales taxMy daughter is in the hospital and trying to get around in a Kia it's crazy. One both of the cars are in the shop. At the mercy of Paul cerame. One doesn't work and the other one is getting body repair. Mind you they were both drop off  June 30 and July 1. We were hoping to pick them up by July 10, 2017. But no that didn't happen. Now it's heck of  hard trying to transport 8 people in a Kia Optima. When three kids need to be in car seats. Yes they gave me the Kia as a loaner car but I'm just shaking my head. All the fun I had in Miami is being overshadowed by being careless agian I would love to have my money backthank youMrs [redacted] M [redacted]

Our records indicate that this customer's vehicle was well maintained. Current mileage is 118,00. Prior to this incident, the last service we performed was to replace an alternator on July 9, 2016. About 1 month later the vehicle was towed to our shop due to a "no start" condition. Our technician...

diagnosed the problem as a bad starter and recommended replacement, which the customer agreed to. Once installed we were able to start the vehicle for the first time since it was towed in and immediately noted the engine making excessive noise (possible broken rod). We feel that nothing we did could have caused this and no matter how well maintained that the age\mileage of the vehicle are the most likely cause. We offered the customer a discount out of respect for their prior loyalty to us, but unfortunately we are not able to take responsibility for the problem. If you have any further questions please feel free to contact Mr *** ***, Service Manager, at ***. Thank you.

We apologize for the delay and any inconvenience to the customer. The original title for this vehicle was out of state and the delay since September has been due to the process of converting the title to a Missouri one. Our information indicates that it should be sent to us on or about 12/8/16. We...

will attempt to contact the customer to discuss whether this is acceptable. In the meantime if she needs to contact us she may call [redacted] and ask for Mr. [redacted], General Sales Manager or Mr. [redacted], general manager.

Complaint: [redacted]
I am rejecting this response because:DOR rejected the emission papers because the emission paper had expired. I Paid $24.00 it failed the first time and I'm not convinced that it passed the second time.I had to paid $25. Late penaltyMy four extended warranty contracts were never cancelled. This was confirmed by [redacted] Bamk and Allstate.$5,000.00 plus dollars. They wouldn't give me my car back and wouldnt return my phone calls.I went to claim my property but to no avail. Called the police and he seems to be on their side. Had the nerve to say did they take it for non payment. Dude I just bought the car.Im disappointed and still want my money back. All of it. Will be making a call to Ford 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This manager is not telling g the truth, they didn't even try to order my aftermarket parts after my car had been there a month. And on top of the ordered them on a Friday and arrived to their shop that Monday. This manager is a proven liar and that is probably why they do HORRIBLE work. He is mad I will not let his shop touch my car anymore and he will have to come out of pocket for the horrible work they do. It took a real shop all of five minutes to see the horrible work they did. This manager is a liar plain and simple and he even told my insurance agent when they ordered the aftermarket parts. That can be verified PROVING he is a liar and run a crappy shop.
Sincerely,
[redacted]

The performance characteristics that the vehicles transmission exhibited were as it was designed for. This was and still is our opinion at the time this customer purchased the car from us. Ford Motor Co., has since (and after her purchase date) entered into a settlement with a Class Action that...

gives owners some options to remedy concerns that they have. We are sorry that the customer is not currently satisfied with her vehicle. There are some potential remedies, through Ford Motor Co., that we are happy to try and assist her with. We would ask that she contact our General Sales Manager, Mr. [redacted] at [redacted] or e[redacted]@cerame.com. Tell us why here...

The customer is correct in that the vehicle was represented as having Sirius Radio, but the dealership's agent was mistaken. We are working with the customer to resolve the issue to his satisfaction. If you need any further information please contact Mr. [redacted], Pre-owned Manager at [redacted]. His supervisor is Mr. [redacted], General Manager.  Thanks!

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, 2016/02/08) */
Someone with dealership upper management will be contacting the customer today (2/8/16) and attempting to resolve this situation. For further help or information please contact [redacted] Finance Director; XXX-XXX-XXXX.

We are sorry for the inconvenience to the customer. We were unable to verify a problem with the initial complaint, but we were able to find what needed to be repaired on the second occurrence. A part needed to be ordered. This will be repaired at no charge to the customer and we have given her a...

loaner vehicle until the new part arrives and we have her vehicle repaired. We believe that we have acted in good faith to fulfill our obligations to the customer, so we are not willing to buy her vehicle back. If you need any further information, please contact the customer's Sales Advisor, Mr. [redacted] or his supervisor, Mr. [redacted], Pre-Owned Manager, at [redacted].

Initial Business Response /* (1000, 5, 2015/11/16) */
We recognize that the customer could have been misled here. The offer was for the $10 to be the discount and not the price. The verbage was composed by a vendor we use and it has been corrected. We will contact the customer and honor what she...

felt was the offer. If she has any further questions she may contact [redacted] Service Manager for Paul Cerame Kia, at [redacted] Thank you.

Vehicle was brought to us with complaint of "lack of power". It is 10 years old and has 280,000 miles. Our understanding is the customer recently purchased it. We have no history of prior repairs in our shop.We addressed the initial complaint using factory diagnostic procedures and equipment....

Repairs we performed were needed, but with a vehicle of this age, all systems generally are well beyond normal service life and a repair to one can easily cause another to pop up. We believe the warning light should have been on before we ever saw this vehicle, but was not the result of anything we did. we are unwilling to perform any additional repairs at no charge. Customer may contact our service manager, Mr. [redacted], for further information.

Complaint: [redacted]
I am rejecting this response because:
I have not seen any results I call multiple times get a run around. When I call I always get told he's gone or in a meeting so I walk up there and he is always there. I am thinking about just getting my old car back and taking my business else where. I am giving him until Friday and after that I will like my title and car. I am on the verge of loosing my job due to the inconvenience. I have a newborn daughter that has doctor appointments as well. Its caused more damage than anything and I feel like I am being penalized for him dropping the ball. I did not loose my job I started a new job with better pay.I am not happy at all.
Sincerely,
[redacted]