Paul Cerame Auto Group Inc

Our research indicates that the customer's vehicle currently has no open recalls. We believe the issue the customer is referring to is a known performance problem with the transmission, which her vehicle may or may not be experiencing. We believed the customer called us to request a loaner...

before bringing in the vehicle. Our policy is that we will provide a customer substitute transportation once we verify the complaint and then only if the repair will require the vehicle stays with us overnight. Also, the particular issue, if actually found in her vehicle, requires about a 45 minute software update. We would suggest the customer make an appointment and indicate she would like to wait for the repair. We realize her time is valuable and we will do our best to insure her wait is as short as possible. In the unlikely event that we find we need to keep her car overnight then a loaner will be provided.

The customer is correct in that the repairs took longer than normal to complete. This was mainly due to delays in obtaining non-OEM parts that the customer had previously installed and were part of the repairs. As far as the resolution to correct the other items the customer contends need attention,...

we normally would bring the vehicle back and give him a courtesy vehicle until completed. However, prior to completion of his vehicle, this customer made several very threatening and abusive phone calls to our staff when he was dissatisfied with the timing of the repairs. In addition, this customer also appeared at our dealership several days prior to his vehicles completion and became so hostile and abusive not only to our staff but also to the Enterprise RAC staff, that we were forced to have him removed by STLCPD. He is no longer allowed at our place of business. We will offer to pay up $200 in rental car fees (with proof of the charges) while the repairs he contends are being completed at another shop. If you have additional questions please contact [redacted], Body Shop Manager or [redacted], General Manager, at [redacted].

According to the lender to whom we submitted the customer's financial information, those related to her income and employment were fraudulent. Therefore the lender withdrew it's commitment to fund the customer's loan. Our dealership, in good faith, had previously submitted a portion of that loan to...

the state of Illinois, in order to properly register the vehicle in a timely manner. As we have been unable to get those funds back from the State, we feel it is this customers obligation to repay us. Any further questions should be directed to [redacted], Finance Director, at [redacted].

Thank you for bringing this issue to our attention. According to our records, the customer indicated to our Service Advisor, that she had the headlight replaced at another repair facility then continued to have problems with it. Our diagnosis discovered that the plug for the headlight had been...

damaged, most likely do to an incorrect fit, and that was causing it to short out. We do not feel we should take responsibility for another repair shops mistake, therefore believe this repair is the customer's responsibility. If you have any further questions please contact our Service Manager, Mr. [redacted], at [redacted].

We apologize to the customer for delays in getting this done. He was by our dealership today and the promised gas card was delivered to him. If there are any other issues, please contact Mr. [redacted], General Manager, at [redacted]. Thank You.

Complaint: [redacted]
I am rejecting this response because: My complaints are with Ford motor company because they made an unsafe vehicle Paul Cereme are crooks to because I paid them to diagnose my car properly and they did not do that so I trusted them to diagnose my car the first time when ford told me to take it there. So feel they are negligent because they did not do that. They gave me back my money but I stuck with a unsafe vehicle. That Ford Made this car is a new car and shouldn't have to have axles and hub barron, fuel sensor, water pump, thermostat. Then the car shuts down on it's own starts on it's own this car is a unsafe vehicle That Ford Made. So my complaints is with Ford.
Sincerely,
[redacted]

On March 7th 2016 the automobile dealer at Paul cerame automotive group informed that in order to install to receive Sirius radio I would have to drop my vehicle off in order to have a module installed . This was also misleading due the fact that the module installation was never discussed...

previously. I actually took a day off from work on February 29th, and visited the dealership with the intention that I would receive my Sirius. This dayoff cost me 700 dollars and I would like to be made whole. This was very misleading to me as a consumer.