Plaza Motor Company

Complaint: [redacted]
I am rejecting this response because:
The problem was from begging as of 300 miles and I took my car to them as of 300 miles with problem they must replace tire without charging consumer.  
Sincerely,
[redacted]

We do not review the customers purchase habits when determining how to address their concerns, but work diligently to satisfy the needs of all of our customers. This is shown by the paper trail of repair orders noting the repairs and resolutions we have made through this process in our attempt to satisfy Mr. [redacted]'s concerns of creaking noises in his vehicle. All of which were done at no charge to him in hopes of keeping him as a valued customer and exceeding his expectations. Unfortunately our efforts have not been able to satisfy Mr. [redacted], and we are unable to offer additional repairs. Sincerely,[redacted] Service ManagerPlaza Lexus

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. Will be bring it in to get was suppose be done in first place
Sincerely,
[redacted]

We test drove the car at 6100 miles and found that it operated as designed at that time. We also completed a 10k service at 9877,  an AC service at 16,567 miles and a 20k service at 20,045 at these visits there was no complaint of a vibration. The vehicle was brought in at 21,004 miles...

with multiple concerns in regards to vibration one concern was a vibration when braking and the other was a vibration while driving 70MPH plus. At that time Mercedes covered the brake rotor replacement parts even though it was outside the brake warranty provided by the manufacturer, Plaza Mercedes covered half of the labor to replace the rotors and the customer was responsible for the other half of the labor. We also balanced the tires to address the vibration at 70mph plus but this did not resolve the vibration at 70mph plus. We advised the customer that the tires would need to be replaced. Tires are not covered under the manufacturer warranty. The customer has not authorized tire replacement and the vehicle is still at the dealership awaiting customer pickup.  Sincerely,[redacted]Market ControllerPlaza Motor Company

Mr. [redacted] at the time of the oil change service on 12/23/17 was notified by the service advisor that there was an oil leak that would need to be addressed. He was unable to wait for diagnostics and he declined any further action at that time. Mr. [redacted] called in on Dec. 27th and spoke...

with [redacted] our service manager to report the oil leak issue. [redacted] authorized towing to our facility at our expense  along with rental car expenses to determine what happened during the prior service. We determined vehicle to be in the same condition as it was on Dec.23 when the oil change was performed. The oil leak is an existing condition and was not caused by the oil change service provided. We have documented and asked customer to approve further diagnosis which he declined. We have performed the service requested and verified leak is not due to services provided, but have not been authorized to fully diagnosis the source of the oil leak. Sincerely,[redacted]Market Controller

The situation with Mr. [redacted] is a unique situation in which everything he states is true.  The problem lies with his normal mechanic not removing all of the belt debris from the engine just dropping the pan isn’t enough to ensure you have removed all of the debris from the internals of the...

engine.  The belt debris is what failed the new crank sensor and seal he purchased working its way out causing the leak again.  It’s not defective.  This negates it being a warranty type situation.   Which all of this he was told and we have documented properly on his repair order [redacted] on 4/14/16 that this exact situation could happen if not done properly.  I have attached a copy of the repair order for your records as well.  Based on this information if anyone is responsible for this issue it would be his normal mechanic not properly cleaning all of the belt debris for the engine.

I spoke to Mr. [redacted] the day after he bought the car and canceled the warranty like he requested it is in processed it usually takes 4-8 weeks. I also told him that all the proceeds from the warranty will be applied to his loan and at that time he said that was fine. I have no control over the...

process how the warranty is processed after it leave my hands. I have spoken to Mr. [redacted] 3 weeks after the cancelation and gave him an update at which time he hung up on me.

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]

We gave Mrs [redacted] a $991 dollar discount on a Certified 2016 Audi Q3 based off the condition of the car at the time of sale.  The spot in question is smaller than a ¼ inch and passes CPO so technically there was no reason to do anything however we still provided Mrs. [redacted] with a free set of...

all-weather floor mats (value=$250) to help complete the deal and explained that she would need to bring the Q3 back at her convenience to allow for our touch-up guy to see if he could touch-it-up.  This happened twice.   Each time [redacted] touched it up at no charge.  The customer was very difficult to deal with from the time she came to the dealership and when her husband stopped by to make it known they weren’t happy he cornered Rico outside and told him a jury would rule in their favor??

[redacted] brought his car to us on 09/26/2014, at that point we informed the customer that he needed both cat conv replaced along with O2 sensors and a DTML pump, he declined all repairs. He then came back 2 years later on 08/26/2016 with the same engine light. We went through his car noting...

 newer after market cat conv had been installed elsewhere, also noting that a new air filter had been installed. It need  mass airflow meter to temporarily turn off light. He was informed and was noted on the ticket that check engine light would probably come back on due to non oem cat conv installed elsewhere. When the check engine light came back on I talked to him and informed him that the cats themselves where causing the light and to try and re coup his money from whomever had put them on. I also stated I would sell him cats and O2 sensors at cost and put them on for free. At this point he told me his plates were due and it would not pass an emission test. I offered a can of gas additive(free) to help clean the O2 sensors hopefully to get the car to pass inspection. It did turn off the light but this is a temp fix, it will if it has not already come back on. I have offered this customer free labor and parts at cost as a goodwill gesture. He also told me he was wanting to trade this car, and I offered to set him up with a sales person. When I talked to him he had a handful of receipts from other repair facilities that he had taken the car to but couldn’t remember who installed the cats. He told me his parents purchased the after market cats for him as a present and he couldn’t afford to buy factory parts. This is when I offered the parts at cost and no labor.

On Friday 01-29-16 the car stopped on me again. They came to pick it up and again gave me a loaner car. I do not want the 2013 Mercedes and I will not be picking it up.
I have dealt with [redacted], Mr. [redacted], Mr. [redacted] and [redacted] who told me he would find me a car.
They should give me my money back.

Complaint: [redacted]
I am rejecting this response because: The original contract was with the company mentioned above.  Furthermore, I contacted [redacted] services over 5-6 times and keep mentioning that the leasing company kept the first payment for over a month.  The financial services company and dealership seem to not communicate and I have spent many hours trying to straighten this out with neither one of them taking ownership nor helping straighten the issue.
Sincerely,
[redacted]

In reviewing Mr. [redacted] service records we have identified that the repair offered by Lexus under the warranty enhancement was completed properly. The 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 offered. Unfortunately 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 normal expansion and contraction of materials there are no additional repairs that we can offer to eliminate the creaking that is occurring. Sincerely,[redacted]Lexus Service Manager

Complaint: [redacted]
I am rejecting this response because: I believed that plaza motor has not done enough to my satisfaction to correct the problem as I had stated the amount of money that plaza motor invested beyond my extended warranty when I first purchase this vehicle is a mean of indignant is the reason as to why they do not what to go any further upon resolving this issue.
Sincerely,
[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 service. Other consumers should definitely be made aware of the poor service.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2016/01/07) */
On Monday, December 21, 2015, [redacted] came into Plaza Audi for a service appointment. He waited in our waiting lounge while we service his Audi. His ticket was pulled by [redacted] whose bay is in the glass bubble where our waiting lounge...

is located. So [redacted] was able to watch his car be serviced while waiting. We serviced [redacted] vehicle and [redacted] went on his way. [redacted] later called [redacted] to question his service that we did earlier that day. [redacted] told [redacted] that we did not service his car & that there was 7 quarts of oil and we used old oil & did not change his filter but still charged him for a full oil service of $133.89. [redacted] said that [redacted] was extremely vulgar on the phone with [redacted] as [redacted] kept his cool. [redacted] went on saying that he wanted an explanation on the 7 quarts. [redacted] did say to bring the vehicle back and we would look at it to make sure there was nothing wrong & that the proper oil amount was in the vehicle. In the same conversations, [redacted] looked at [redacted]' history with Plaza and saw that [redacted] has filled out a few surveys in the past saying that our service department never met his expectations and gave Plaza Audi low scores. This is when [redacted] suggested to [redacted] that he might want to choose another Audi service department since he is never happy with Plaza. The next morning, Tuesday, December 22, 2015 approximately 10 am, [redacted] arrived at the Plaza Audi Showroom asking for someone in charge over the entire store. That is when I, [redacted], General Manager for Plaza Audi, was finally involved. I spoke to [redacted] for about 15 minutes regarding what had happened the day before. He never mentioned how rude he was to [redacted] with the vulgar language and how he was yelling at him on the phone. I also told [redacted] that I would look into the matter and contact him later in the day on December 22, 2015. I asked him if he had his car here for me to look at. He said that he had already dropped it off in service with [redacted] as they are currently looking at everything making sure everything is good. At that point, [redacted] left after service brought his car & keys up. Later that day on December 22, 2015, something in the afternoon, I called [redacted] after I did my investigation in the oil change. I told [redacted] that mistakes do happen but in this situations, we don't lift cars in the air to do oil changes, we extract the oil from the top of the engine with a machine. Which he replied he knew. I also told him that his Audi takes more than 6 quarts and less than 7. He also replied that he knew that and that his car took 6.55 quarts. I also told him that I pulled all of his old service bills with us over the past two years and he has always been charged the same. That the 7 quarts on his bill was a typo and I apologized for that. His car had just over 6 quarts to spec. We have a computer that takes new oil from a bulk tank to fill your engine and that we have serviced the vehicle. I also told him [redacted] used a bad choice of words and did not do a great job communicating to you what he meant after looking at all your past surveys. I also told him [redacted]'s story & your story are different and that the truth lies in the middle but I greatly appreciate his business and could not give him a full refund since we did the service but I did offer a $75 credit on his next service for his inconvenience. [redacted] thanked me for listening and understanding. [redacted] also said that he is not a trouble maker he just wanted to let someone know what he thought happened and that he greatly appreciated me stepping in and taking care of him. I told him to contact me with anything in the future and we both left the conversation happy. I feel after talking to [redacted] I have already gone over and above giving him the $75 credit at Plaza Audi for any future service. We performed the service directly in front of him and the only thing wrong with his experience was a typo on his bill that said 7 quarts vs. 6 quarts even though we properly filled his vehicle.

Initial Business Response /* (1000, 5, 2015/05/14) */
Good Morning,
Mr. [redacted] dropped of his vehicle on 4-14-14 for an insurance claim with [redacted] insurance.
4-28-15 [redacted] requested for us to write an estimate and submit it to them.
4-28-15 part order was placed for a windshield and the glass...

roof.
4-30-15 Parts arrived however the glass roof arrived damaged from shipping.
5-6-15 Second Roof arrived and was installed.
5-7-15 We called the customer and let him know the vehicle was ready for delivery.
5-8-15 Mr. [redacted] took delivery of the vehicle and came back an hour later saying his vehicle was smoking from the exhaust. At the time we told Mr. [redacted] we only replaced the windshield and glass roof we didn't do any mechanical repairs .
5-11-15 The vehicle was sent to service to diagnose the issue, as a courtesy Plaza Collision paid the diagnostic fee.
5-12-15 Service told us it was an oil separator that needed to be replaced. The cost was approximately $500.00 and there were other maintenance items needed totaling about $6500.00.
5-12-15 We called the customer and advised him of what needed to be done and the price. We called the insurance company on the customers behalf to ask if they would participate in any of the failures found. [redacted] advised that this would not be covered under this claim because it is not related.
Mr. [redacted] demanded we do the repairs for free. I explained that the oil separator did not have anything to do with what we did to the vehicle.
This is a 2007 Rover with 125,827 miles and needs $6500.00 worth of maintenance work. This is general wear and tear maintenance work that needs to be done and not found to be related to what we did for repairs to the vehicle.
Mr. [redacted] said he would call Rover, Revdex.com, Corporate office and his attorney.

We have spoken with Mr. [redacted]. We are in agreement that we are waiting on Mercedes-Benz to supply us with the VVC code for electric cars.

Mr. [redacted] had the vehicle towed to Plaza Mercedes due to tire damage from striking a pot hole in the road. We advised the replacement cost of three tires to the customer, which he declined expecting the vehicle’s manufacturer warranty would cover tire damage. Plaza Mercedes advised the customer...

that Mercedes does not cover tires under the manufacturer warranty, because they do not produce the tires. Tires would not be a covered item regardless due to damage or collision. Plaza Mercedes pulled customers records for any form of wheel and tire coverage. Customer had purchased pre-paid maintenance, as well as, dent/ding protection for the paint on the vehicle. The customer declined wheel and tire protection, because of no coverage eligibility, Plaza Mercedes offered a onetime goodwill gesture to cover one of the tires on the vehicle to assist the customer. We explored the option of turning a claim into the consumers insurance company, but deemed for the small monetary value above the deductible it would not be wise to turn in an insurance claim. We did not turn in any form of a claim to a tire company, they will not pay a claim on a tire issue due to collision or damage. Plaza Mercedes covered 350.00 dollars of the repair to assist the consumer. Resulting in the 675.00 dollar investment for two tires, versus three.  Thank You, [redacted] Plaza Mercedes Benz Service ManagerOffice: [redacted]

Initial Business Response /* (1000, 7, 2015/06/05) */
I'm [redacted] General Manager of Plaza Audi. I have had several conversations with Mr. [redacted] over the past few weeks. For the record I was never contacted by Mr. [redacted] prior to the email sent out on May 7, 2015 to the CEO of...

Asbury, Audi Customer service, President of Audi of North America and the Revdex.com. I did reach out with major concern within the hour of reading the email. I have also had several conversations with Mr. [redacted] since. I did explain that our costs are marked up from our Vendors as we are in business to make money to offer a service. We never say we are the cheapest in town but we do offer a service to make your life easier. Moving to getting his vehicle repaired. I respected his schedule. I also offered to pick up the vehicle at his home or work place which he said that it would be no problem to drop the vehicle off after work. I first off apologized for the way he felt he was treated. I try to make sure everyone has a great experience at my dealership. I also gave him all my personal information to make sure moving forward if there is anything he needs to contact me directly. I did agree to pay for the floor mats and the touch up paint that he purchased at another dealership. I did explain that the all-weather floor mats did not originally come with the vehicle when the vehicle was new but I would pay for them. So I cut him a check for $661.33. I also told him since the vehicle was used and he wanted the LCD Navigation screen replaced due to some scratches that I would not be able to do that due to cost and the discount we gave him on the vehicle. I did however offer to buy the vehicle back at full cost. Mr. [redacted] did decide to keep the vehicle and move forward since he did love the Q5. I did apologize and was upset that the vehicle did deliver with the scratch in the bumper. He said that he was having another body shop repair it. I offered to repair it at my body shop or cut him a check for $300. He decided to have me fix it which we did. When he brought the vehicle in he showed me some damage on the side of the passenger door that he was upset with himself because it happened to him over the past weekend. I told him that I would do what I could. I wanted to exceed his expectations since he felt my dealership has let him down so far I went ahead and repaired the door damage at no cost to Mr. [redacted]. The repair cost just over $600. Upon completion he picked up the car and on his way home saw some dust from the body shop and sent me a disappointed email regarding the vehicle again. I then replied letting him know I wish we caught it when he was here so we could clean the few dust spots. I did offer once again to pick up the car and clean it. He declined. We must have all missed the few dust spots because we all walked around the vehicle and all missed the dust. I did apologize for the dust & said I was truly focusing on the body damage that was repaired. I did finish that I hope we can start on a new friendship & I would love for him to continue doing business with Plaza & if he chooses to do business at another dealership and they do not exceed his expectations that I would be more than happy to welcome Mr. [redacted] back to Plaza anytime.