Precision Sales & Service

purchased the 2014 *** with 97,752 miles on 1/28/2019Customers were a delight to work with and were very satisfied with Sales Experience4/8/2019 Vehicle was in for first oil change with 102,596 miles. No issues or complaints7/12/2019 Vehicle was in for second oil change with 109,902 miles. After customers picked up the car from service, they came to the Sales location. They had a concern with the service repair order showing a slightly different amount of oil put in the car then the last oil change and that it was also a different kind of oil this time. I verified the difference on the service repair order. I then called down to service to find out why this might happen. I spoke with Ashley S our Service Manager. She explained that we use a computer system called *** when servicing all vehicles. This system allows you to put the vin number of the vehicle in and it will tell you the factory recommended amounts and what type of oil each vehicle requires. We use *** to ensure we accurately service all vehicles. She further explained that the same type of oil and amount was used both times. However, the information regarding oil type and volume is manually entered onto the printed-out Service Repair orders we provide to our customers. In this case, the incorrect information had been entered on the Service Repair Order but the correct type and amount was used. I explained this to the customers, and it made sense.Shortly after this the service reminder light came on in the customers vehicle. Unfortunately, when the vehicle was in for service, the technician did not reset this light. We explained to the customer that the service reminder light comes on by the mileage put on the car. It doesn’t actually monitor the need for a vehicle to be serviced. We asked the customer to bring the vehicle in and we would reset the service reminder light for them and apologized for the inconvenience. Because of the previously stated issue, the customer was uneasy with this situation and had some concerns about the oil levels being accurate. In order to make the customer comfortable, when we brought the vehicle in, we not only reset the service reminder light, we also did an entire new oil change free of charge.9/19/19 the vehicle was bought in with 114,664 miles on it. At this time there was a tapping noise reported by the customer. The customer was in the service bay with one of our Technicians, Scott D. Customer stated that he has mechanical understanding and that the noise was coming from the front of the motor. It was determined that the Lifters where noisy. At this point the vehicle was out of our 12 month or 12k mile warranty. It was 4,912 over the warranty mileage that came with the vehicle. All customers that purchase automobiles from AutoRide of Reading are given options to purchase extended warranties to increase the duration and coverages on their vehicles. Since the customers declined any of these warranty options, this issue was the customer’s responsibly to pay and was not covered by the dealership. The customer agreed to pay for the repair. While repairing the lifters, it was discovered that the rockers also needed to be replaced. The rockers for this vehicle are not able to be inspected until the lifters were removed for repair.Even though the work was not covered under warranty, we elected to pay for a rental car for the customer to use. We arranged a rental from Enterprise rental car at the dealerships expense. If customer had elected to purchase any of the warranty extensions or still been under our 12 month or 12k mile Certified Warranty, it would have been covered by the warranty company.11/14/19 vehicle came in with 117,093 miles for oil change12/4/19 vehicle came in with 118,740 miles with oil leak. We diagnosed it and found the leak coming from the *** Camshaft Position Sensor Seal Phaser. We replaced it at. The Dealership covered the repair expense for the customer. This was again not a covered issue, however, we elected to pay the repair at the dealerships expense.12/20/2019 vehicle brought in with 119,770 on it. Vehicle had transmission issues and would not go into gear properly. We diagnosed issue and found the clutch inside the transmission had failed. This was not in any way connected with any of the previous work that was done to the vehicle. This again was an example of something that would have been covered had customer elected to take any of the extended warranty options given at time of sale.Unfortunately, the customer did not have all the money to pay for the repairs need to the vehicle.We decided to collect a portion of the payment from the customer and allow them to make payments on the remainder of the work that was done. Not many dealerships will return a car to the customer after repairs until said repairs are paid in full. This is another example of us trying to help the customer in this situation.All of our AutoRide Certified vehicles go through a thorough 125 inspection to make sure they are in very good working order before they are sold. As previously stated, all AutoRide Certified vehicles come with an industry leading 12 months or 12k mile warranty. Most dealerships give a 3 month or 3k mile warranty on vehicles of this mileage, or no warranty at all. We strive to provide our customers with a great quality vehicle that is in great condition.I have attached all the Service Repair Orders as well as a copy of the Documentation of the payment agreement between the dealership and the customerI hope that you agree that AutoRide of Reading and its employees have conducted themselves in a highly professional manner. I feel that we have gone well above what is required in this situation.Thank youRay DGeneral ManagerAutoRide of Reading