Plaza Motor Company

Plaza Mercedes gave [redacted] a free detail due to the delay in getting her tire replaced back in On the third visit in she had an appointment for an oil and filter change and no detailWhen the customer pulled in the service drive she let her young child out of the back seat without being in a car seatOne of our employees noticed this and was concerned and called the local police station and they said they would be right over to investigate because the police station is less than a half mile awayAfter the police questioned her she told them that she stopped down the street and put her car seat in the trunk because she was going to see about a detail while she was hereThe service manager [redacted] spoke to her afterwards and explained to her we did not know that the car seat was in the trunk and was concerned that a young child was riding in a vehicle without a car seatThe customer explained her side and I apologized to her for the issue

The tire manufacturer’s warranty will not cover road hazards such as pot holesThis is an insurance issueWe did offer a road hazard policy for purchase at the time of sale The customer declined that coverageIt would have covered the repair costsPlaza paid for one tire as a good will gesture anywayWe feel that is more than reasonable in this situation This is the first time that the detail and tank of gas has been brought to my attentionWe will detail the car and fill it up with gas as promised Thank You, [redacted] Plaza Mercedes Benz General Manager Office: [redacted]

The General Manager [redacted] response is that Plaza Mercedes is not the leasing companyThat would be [redacted] We at the dealership have no way of knowing if she made payments or not as we are not the financial institutionThe customer should call [redacted] directly to straighten this outThere are also sometimes other fees that could explain an additional expensei.eProperty tax, disposition fees or any damage

Complaint: [redacted] I am rejecting this response because: It was never explained to me that I was not required to take the A6. I was asked to go see the finance manager, [redacted] ***, to sign papers on the A6 that was arriving in a week. Plaza stated that I was still committed to the A5 lease. I singed papers June 19, 2017 authorizing to release payoff information on the A5. They did not become upset, it was my husband because your sales manger, [redacted] , stated in a very stern voice "Sir this is her car". It was said like I had to lease the A6. I contracted a new lease for the A6 on June 28th because I was not sure what this was going to do to my credit. If someone at the dealership would have answered my questions about terminating the A5 lease and how much it was going to cost to get out the lease, I would have never leased the A6. We were waiting on a call from the sales manager after he talked to the general manager but we never received that call. I received a call from [redacted] I felt I had no other choice but to move forward. There is also a statement of further cost on the A6, explain that to me because I lost my down payment on the A5 and still could not get out the lease. Sincerely, [redacted]

Out of good will we have reimbursed the customer his money for both items in question and have agreed to fix the clear bra We have all documents signed showing the customer agreed to pay for these items however we felt if best to reimburse them out of goodwill He is going to have his company in Arizona contact us and send us the bill for the fix [redacted] General Manager Plaza Lexus [redacted]

Complaint: [redacted] I am rejecting this response because: I just want my complaint to be logged and published within the Revdex.com because this is the 3rd event where they have provided horrible customer serviceOther consumers should definitely be made aware of the poor service Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/06/08) */ Mr [redacted] recently contacted me for the first time since October 2013, at which there was an issue with the battery and an update needed to the computer in his vehicleWhen he had contacted me regarding the said issues, [redacted] had already purchased the dealership back (in 2013) from Plaza MotorsI pulled strings and had [redacted] send a computer and we fixed his car, sending the computer back to themSince then, [redacted] has filed bankruptcy and we longer have any contact or capabilities to get the special tools required since they had purchased our [redacted] dealership back from usIn regards to the inclination for Mr [redacted] to sue us, that was never brought up or mentionedAs far as responsibility goes, I cannot do anything because the dealership is no longer associated with [redacted]

In reviewing Mr [redacted] service records we have identified that the repair offered by Lexus under the warranty enhancement was completed properlyThe additional concerns in regards to creaking noises have been addressed by installing additional insulation and apply felt to areas that do not pertain to the warranty enhancement by the manufacturer and were not part of the initial repair offeredUnfortunately we have done all that we can to address his concerns as a goodwill gesture to Mr [redacted] Due to the age of the vehicle and expansion and contraction of materials there are no additional repairs that we can offer to eliminate the creaking that is occurringSincerely, [redacted] Lexus Service Manager

Mercedes has done nothing !!! Only damaged our car, and lied to us, that they replaced a part, the did notAnd you are satisfied!!! What a joke to call your organization Revdex.comNext time, I am not waisting my time with youHow much did plaza pay you???

Mr*** *** *** purchased his Used Audi Afrom Plaza on April 28th, On May 7, Mr*** brought the vehicle back to us and was unhappy about the brakes vibratingPlaza Audi went ahead and installed new brakes at No Charge which was $In late 2014, Mr***
had a flat tire which I guess he forgot to mention in his Revdex.com ComplaintAt that time, Mr*** took his Audi Ato an independent tire shop to get a tire put on his vehicleAt that time, you think he would have noticed the spare tire missing or maybe he forgot he used the spare tire on his vehicleThe independent tire shop told him that the tires we installed on his vehicle were cheap tiresHe came to us about the cheap New Tires we installed on his Audi Awhich were DIMAX tires after we bought the vehicle from the auction before selling to himHe was not happy at that time and we cut him a check to satisfy him for the "cheap tires" which came to $After also pulling his records, we have found that he has used a few different service shops since owning the vehicle which also may have removed his spare tire after installing new tires on his vehicleAfter giving him the check, we have not seen him since this past February (2016)He just recently came to us on February 4, after we sent him a half off coupon for an oil change which he usedThat is when he came over to the used car manager (*** ***) that was not here when he purchased the vehicle or when we sent him the check for $and asked for a tire or money to replace the tireThat is when we said we were not reliable at this point in time since so much time has passed since buying the vehicle and so many things happened like cashing our $back in November In conclusion, I feel we have done everything we can for Mr*** at this point and we have gone over and beyond for him with all things consideredThank you, *** *** (General Manager, Plaza Audi)

We have looked at the vehicle separate occasions with various complaintsNone consisted of vibration at higher speeds or while driving or brakingEach has been a different complaintSo unfortunately it looks like its been various different issuesAt this point Mercedes Benz USA covered brake work outside of the warranty, and tires are not covered by MB USA new car warranty since they do not produce the tires, hence they offer no warranty coverageSo even at miles they would not have been covered through Mercedes BenzMercedes has responded and denied participating for the tire replacement. The next step to repair the vehicle is to replace the tires which is a maintenance item, we have not received authorization to do Sincerely,*** ***Plaza Motor Company

Complaint: ***
I am rejecting this response because: I was in the car because after returning it, I was told to keep driving it, that they could get me financed, again after 19, days no financing approved, they still didn't have my vehicle and was trying to get me financed, the temp tags expired, on the 20th, day so I returned it, and was that I am just out of a car, and the $3000, went to the overage of the trade in, *** confirmed this stating that the money could not be returned, sending me confirmation of thisI signed the hold harmless agreement in June, which was the first time I was presented this paper, and at that time I was at plaza motors by myselfMy wife signed the paper on August the 2nd, which Mr***, states "she has yet to do so, and has refused to do so", we were giving the remaining $1500, at that time which I haven't cashed neither check with different dates confirming my statementPlaza motors told *** that I Had THE Vehicle SINCE February OF 2017, So THEy, So they pursued me for months of late feesAnd returned the pay off to plaza motors
Sincerely,
*** ***

He was in our car for several weeks and we couldn’t secure financeing for the client. He returned the vehicle and we needed him to sign a hold harmeless agreement so we could properly return his trade to him. We gave him a check for $and he signed his portion of the form and we
informed him that we would return the other $when his wife came and signed her portion. She has yet to do so and has resfused to do so. *** *** General Manager Plaza Lexus *** *** *** *** *** Regional Finance Director Regions - Missouri, Indiana and Mississippi 314-681-cell

After further review of the situation involving Mrs*** I reached out to Mrs*** after our conversation we refunded her the full amount she was requesting. Which includes a full refund for all services performed here at Plaza as well as the dollars she spent a *** *** in
West County in total dollars. I personally gave her a sincere apology trying to make the best of a bad situation. As well as refunded her a total of dollars paid by check and issued and sent to her on 10/14/

We have submitted the cancellation and received the creditPlease find attached where the cancellation refund check has been issuedIt was mailed to the lienholder on 1/18/and the customer should see a credit against their vehicle loan within to days Sincerely,***
***Market ControllerPlaza Motor Company

Please find attached, a copy of the Optional Product Menu that our Business Manager, *** *** presented to Ms*** on the day she took delivery of her vehicleThe Preferred, Value, and Basic packages/options all included the Service ContractThe option she elected was the last, least
expensive option that included only the Gap insurance policyPlease feel free to contact Louie Trevino with any additional question, comments, concerns @ *** or email @ ***@plazamotors.com

Initial Business Response /* (1000, 5, 2015/11/24) */
I spoke with Ms***I explained to her that very rarely, mistakes are made in regards to pricingI also explained there were two issues that had to be addressed and they were separateOne the pricing issue, and secondly the way
she perceived she was treatedAs to her treatment, I explained to her that anyone under my watch understands all customers are to be treated with respect and treated fairlyI told her I would investigate and certainly take action if there was causeUpon talking to *** she remembered the situation and told me she treated the customer politely and professionally*** opinion was that the customer was trying to take advantage of the situationI counseled *** on the fact that perception is reality and learn to see things from their perspective
In my conversation with Ms*** I explained to her that mispricing is entirely different from advertisingIn this business our responsibility is to correct the situation, produce a retraction of error from the vendor who mispriced and point out to the customer that there are disclaimers that protect the dealership in the event of an unintended errorShe immediately threatened lawsuits and lawyersShe also quoted me her understanding of Missouri law and statutes
My opinion is that *** could have handled the situation better, and I've had that counsel with herI do believe based on the lack of reasonable conversation, immediate play of lawyers and lawsuits, and all the legal facts she spouted, that she is clearly trying to get something for nothingShe's spotted an honest error and is trying to take advantage through threatsAlso she put forth an accusation that we did this intentionallyIf that was our business model you'd surely be able to find another complaint on the matter
I've already handled the way she was treatedI won't be offering her or anyone that vehicle for $7,We took down the price instantly upon realization of the errorWe had a large amount of people inquire into that car when it was mispriced, and Ms*** has been the only customer to complainI would however be glad to find a vehicle that fits Ms***'s needs and deal with her honestly and fairly

Initial Business Response /* (1000, 5, 2015/09/07) */
We have been working with Mr*** very closely since the beginning of the situationThe original diagnosis of carbon build up was accurateAfter that repair was complete it was found that further work needed to be done to repair the
engineThe vehicle was still running rough based on the fact that it needed a head gasketWe contacted Lexus on Mr***'s behalf to see if there would be any goodwill as the vehicle was out of warranty with miles on itLexus agreed to pay half of the repair and we agreed to refund the cost of carbon build up repair if Mr*** wanted to do the workHe declined the work at that time and had the vehicle towed from our facilityWe informed him at that time that he shouldn't drive the vehicleThe vehicle came back to us with approximately more miles on it and the engine now needed to be replacedLexus has agreed that they will cover half of the engine replacement if Mr*** chooses to do soWe have provided Mr*** with a loaner vehicle free of charge for approximately days while his vehicle has been in serviceI believe we have done our due diligence in this matter as the vehicle is out of warranty and have extended much courtesy to this clientCustomer service is one of top priorities and I believe we have provided it the best we can given the situation

The Body Shop Manager *** *** said that they are addressing the customers concerns and the issue will be resolved

Initial Business Response /* (1000, 5, 2015/06/25) */
Mr*** purchased the Mercedes GLon May 9th, The person who owned the vehicle previously ordered a duplicate title, but gave us the original upon trading his car inWhen Mr*** tried to register his vehicle, he
couldn't because he was in possession of the original title which is void after a duplicate title is orderedWe contacted the original owner on June 2nd asking for the duplicate copyHe responded on June 6th saying that he was out of the country and didn't know where the title wasWe had already ordered another title through the state on June 5thWhen we contacted the DOR on June 24th, they have stated they mailed the new title on June 23rdWe will cover any late registration fees and will give Mr*** the new title as soon as it arrives