response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Sirs:We received our refund check from Prime [redacted] for $255 on December 24. We're very grateful to you for supporting our claim and this desired outcome, after so many months of waiting.Cordially, [redacted]
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by...
the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
The customer had previously inquired about a Toyota [redacted] XLE. At the time of the most recent inquiry, the sales person involved had read the inquiry history and unfortunately quoted the price of a [redacted] XLE instead of a [redacted] SE. Contrary to the customers...
assertion, it was not bait and switch, but a lack of attention to detail that caused the issue. We apologize to the customer for our error and Mr. [redacted] will honor the quote provided. The salesperson involved has also been counseled to ensure he does not commit the same error moving forward.
Good afternoon,Below please find our response to the above-referenced complaint.Thank you, [redacted]Executive Assistant Prime Motor Group(781) 234-2003[redacted] I apologize you are encountering an issue with your vehicle. I did...
look into the history of the vehicle and found that the 5,000 mile maintenance service was completed on May 19, 2015 at 75,285 miles. Approximately 5 months and over 2,000 miles later (at 77,487 miles), on October 14, 2015 you came in with a concern of a clicking noise when turning. At that point the technicians did their testing and inspections and found that the passenger side front axle boot was torn, had leaked out the grease for the axle joint requiring replacement of the axle. There is no way to determine when specifically the axle boot became torn. Axle joints begin to make noise as a result of a lack of lubrication (in most cases). That being said it’s highly unlikely that a torn axle boot took 5 months to leak out the grease that lubricates the axle joint - causing the noise from the joint. Most commonly, axle boots leak out the grease within days to, at maximum, a month dependent on the severity of the boot tear. We have tried to contact you via phone and email numerous times to try and help resolve your concern. I can absolutely understand that it is an unplanned automotive repair expense and we would like to try and assist you in getting your vehicle repaired as soon as possible, while working within your budget. Please feel free to contact me at your earliest possible convenience so that I can try and assist you with the repair process. [redacted]Service ManagerPrime Toyota Scion[redacted]
Good afternoon,I filed the above referenced complaint this morning on Prime of Saco, however, I neglected two important pieces of information, namely two service appointments for the work that now needs to be done with Prime in which I was turned away. Please see below detail:Bought car 11/18/2016...
from [redacted] at Prime SacoFollow up car apt at Prime 12/5/2016 1:30pm for rear noise. After driving in snowy parking lot with tech, sent home due to inability to hear/diagnose issue.Follow up appointment 4/8/17 at 1:15pm Prime Saco for 3 lights onApril 08, 2017 at 01:15 PMThe following services have been selected for your vehicle:Repair Services:Check Engine Light - Diagnosis - 3 engine lights are on, one ABS light and two traction control lights. This may be the same suspension issue I brought it in for review after I first bought it in November when the tech couldn't figure out where the steering noise was coming from. I need to get this in ASAP when I return from vacation, concerned that there is brake or steering issues. Purchased 4-year warranty through [redacted] when I bought it there in November.Tell Us More - 3 engine lights just came on, one ABS light and two traction control lights. This may be the same suspension issue I brought it in for review after I first bought it in November when the tech couldn't figure out where the steering noise was coming from. I need to get this in ASAP when I return from vacation, concerned that there is brake or steering issues. Purchased 4-year warranty through [redacted] when I bought it there in November.Referred to [redacted], as Prime service said they didn't have the proper diagnostic equipment for a [redacted]. Wasn't even seen by a technician. I purchased a 2008 [redacted] at the end of November, 2016 at Prime Saco, Maine. I was sold an extended warranty for 4 years or 48 months and specifically went over brakes & exhaust, as I don't usually purchase extended warranties with used vehicles. I was assured, however, and show on the screen & the initial paperwork that exhaust & brakes were specifically covered. They are not. After having the vehicle for only a little over 6 months, $2183.51 (plus tax) worth of work needs to be done on the vehicle just to get it inspected, $75 of which the warrantee company says they will pay after the $250 deductible. This is a bait and switch if I have ever seen it, and even after I asked three times before deciding to go with the warrantee if it covered brakes & exhaust. As an example, the warranty will cover front wheel bearings, but I need a rear wheel bearing replaced and I am told that is not covered. That doesn't even pass the straight face test. My expectation is that Prime will pick up the $2183.51 bill for selling me a car that hadn't been recently inspected prior to buying (sticker was up in August), for selling me a false warranty plan that is nothing but a scam, and for turning me away twice when I brought the car in for servicing at the suggestion of [redacted] the salesman. I expect Prime to cover the $2183.51 bill and cancel the warranty contract, paying any early cancelation fees necessary to do so.Respectfully yours,[redacted]
When I went back to give the rest of the deposit on the car, he told me he sold it to another buyer. I have completed paperwork. He then proceeded to try to sell me a 2015 which I told him I could not afford. I want my $1000 plus an additional $10,000 for breach of contract. He was just trying to get more money from me by selling me a more expensive car.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I would rather return the vehicle for my money back In return. Prime Toyota has made it clear that they are not a business with integrity. The general manager did not offer to tow my vehicle to the service department, if he did I'm sure he'd be wise enough to document that by emailing me that offer (I'm positive he cannot do that). To go back and forth with this dealership is pointless. They have lost all of my confidence. I don't even have a spare key. They continue to give me the run around. I cannot accept this offer. They must refund me my money back for the months I paid for the warranty and it was not activated and also refund me for my vehicle back.
Regards,
[redacted]
We are sorry Ms. [redacted] feels her experience has been substandard regarding the recent purchase of her vehicle. We adamantly deny the assertion that she is treated differently due to gender; the salesperson involved has been counseled on his perceived lack of follow up. The Sales...
management team addressed the interior issues with the vehicle.As for the claims that the vehicle is driving poorly - the Service Department has been unable to duplicate her concerns. A member of the Service department went on a test drive with Ms. [redacted] to see if he could experience the issues of which Ms. [redacted] is concerned. During that road test, as well as those not taken with Ms. [redacted], the technicians could not duplicate her concerns. We performed a series of tests and inspections, including a scan of the vehicle's computerized history, and it was found that the vehicle was running properly, not misfiring, had not stalled out and all systems were checking out as fine. Attached please find a copy of the Repair Order with the Technician's note as well as the computer print out for reference.We will be happy to continue to work with Ms. [redacted] with any future concerns she may have with the vehicle.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
The service director offered to remove the cylinder head of my engine at a labor rate of $110 per hour without any estimate of how much it would cost me. That is why I declined. I had just paid them $2259 to replace a pump which ended up in the loss of my engine which they then quoted $8000 to replace! After several signs of service incompetence I was not willing to let them cause more damage to my car! Their service advisor stated they did not work on many [redacted]s; turns out his statement was a warning. If they do not work on many of my model, they clearly are not practiced and/or competent to do so. They were unaware of a Toyota Technical Service Bulletin regarding the pump I paid them to replace. The grease stains to my leather were not caused by my tow truck driver as I inspected my vehicle when it was left (again) at Prime Toyota. I had to remove my personal items and the stains were not there then! I am still without transportation and waiting on a replacement (salvage) engine as well as confirmation of the negligence by Prime Toyota that resulted in the loss of my engine. Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Regards,
[redacted]
I have read Prime Honda's response. While it is unlikely that they will refund my $327 for the ignition, I believe that the multiple failures of the door locks, over the years of my ownership of the car, are related to this ignition failure. I have other friends who have had similar problems with [redacted]'s key systems (one drives an [redacted], another owns a [redacted]) and the customer service representative at Prime Honda even admitted that they are faulty--to wide and heavy for long-term use. Perhaps this defect needs to be brought to light in a more public way, like the recent air bag situation in [redacted] vehicles.
Good afternoon, The vehicle at the basis of Ms. [redacted]’s complaint displayed a window sticker which advertised the selling price of $16,500. The price Ms. [redacted] saw ($10,500) was incorrectly handwritten on the windshield by one of Prime Toyota’s employees. At the [redacted]e the incorrect...
price was brought to the attention of the General Manager, he showed Ms. [redacted] a copy of the internet listing which indicated the correct pricing of $16,500; further, the vehicle’s window sticker displayed the correct price. After she left the property, a manager contacted Ms. [redacted] and, in a good faith effort, offered to sell her the vehicle for a slight discount off of the selling price of $16,500; she refused the offer. We are sorry Ms. [redacted] is unhappy; but this was a case of human error. The employee is apologetic for his error; he has been counseled on taking the proper measures to ensure this does not happen again. We would appreciate the opportunity to earn Ms. [redacted]’s business and trust. She is welcome to contact [redacted], General Manager of Prime Toyota at ([redacted] to discuss this matter further. Regards, [redacted]Executive AssistantPrime Motor Group[redacted]
[redacted]
We are sorry the customer is experiencing issues with her vehicle; we remain dedicated in coming to an amicable resolution to the matter. [redacted], Service Director, has been in touch with Ms. [redacted] and offered to remove the cylinder head to confirm Ms. [redacted]'s belief that some object was...
left behind during the service of her vehicle. She rejected that offer and, at her request, paid to have the vehicle brought to Kittery, Maine where she has someone who will disassemble the engine/remove cylinder head to assess the cause of the damage. As for the complaint of oil/grease on her interior; we believe that was caused by the tow truck driver hired to bring the vehicle to [redacted]. Our technicians do not lay on the floor or under vehicles, but tow drivers often do which is why we believe the driver was the cause of the grease marks.We are waiting to hear from Ms. [redacted] or receive written diagnosis from her mechanic relative to the engine damage.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
The staff should have been educated about this crossover vehicle before it was sold! The people that sold me the car either lied or was not educated! It's not my problem! I should not have to spend over 1000.00 dollars or more for winter tires and chains because of your staffs lack of education of the vehicle or unethical behavior. Look at my purchase history, in the last 10 years I have had 3 vehicles not including this one and they were ALL "All Wheel Drive" cars. I am requesting you guys trade this car for a all wheel drive vehicle for the duration of my lease. That seems like a reasonable request to make many wrongs right. I didn't misinform myself, your staff misinformed me. Also, corporate told me what your staff told me, until I told them to check, and that line was recorded. However, I don't have money to waste I'm a mother, small business owner and L1-Student. But like most Americans these days, we do not have extra money to burn. I paid money for what I was told was what I wanted and now finding out its not, I want you guys to take responsibility for at least one of the many mistakes this staff of 3 (GM, Sales person and Finance person) made.
Regards,
[redacted]
The customers purchased their 2011 [redacted] truck from Prime Ford on February 6, 2017. Our Service records show the vehicle was brought back on March 1st with a complaint of an electronic shut down. While in our possession, we were unable to duplicate the concerns of the...
customer. The customer refused to retrieve the vehicle until they felt the matter was rectified completely. (See Prime RO #[redacted]) We brought the vehicle to [redacted] Chevrolet on March 3rd. [redacted] ran a diagnostic test on the vehicle and there were no abnormalities or concerns in the vehicle’s computer history. Additionally, they were unable to duplicate the customer’s concerns. [redacted] suggested the issue may be a result of an aftermarket alarm/remote starter. (See [redacted] RO #[redacted]) The vehicle was returned to Prime from [redacted] on March 10th. Unhappy with [redacted]’s answers, the customer requested we bring the vehicle to their mechanic; again, the issue was unable to be duplicated. Their mechanic advised of a bad battery, which we agreed to have him replace at no cost to the customer. Further, their mechanic suggested that the issue may have been caused by aftermarket remote start. Mr. [redacted] requested authorization from us to have the remote start removed from the vehicle. We obliged, and according to the mechanic’s notes, he restored the original wiring. (See Auto Tech & Electric Invoice #[redacted]) The vehicle was returned to Mr. and Mrs. [redacted] on or about March 29th. Shortly thereafter, Mr. [redacted] contacted our Service Manger to complain that the keyless entry no longer worked since his mechanic removed the remote starter. He also asked us to pay to install another remote starter into his truck. He was advised to speak with his mechanic due to the fact that he was the individual that removed the remote start and worked on the wiring. There is some mixed dialogue between the [redacted]’ and Prime. Mrs. [redacted] requested to return the vehicle; however, because it was past our 30 day exchange timeframe, we advised her we would be happy to work with her. She expressed her desire to terminate any business with Prime and ended the call after indicating she would discuss the matter with her husband. After approximately one month of no communication, Mr. [redacted] called to find out if we located another vehicle for them. The last conversation with either Mr. or Mrs. [redacted] was over one month ago.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the...
response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
[redacted], General Manager of Prime [redacted] South, has made attempts to contact Ms. [redacted] in order to discuss her complaint and very serious allegation of criminal conduct by a former employee. Mr. [redacted]'s conversation with Ms. [redacted] was disconnected after a few moments and his attempts to...
reconnect with her have been unsuccessful. We welcome the opportunity to go over her paperwork with her in order to review any charges she feels were "tacked on fees".
We have no record of the customer name in our data base which makes sense because the complaint is against Prime Infiniti Hanover and we are Lexus of Watertown.
We are sorry Ms. [redacted] is having issues with her vehicle. We contacted her, advised her to have the vehicle diagnosed at a [redacted] dealership. The vehicle does not need a new transmission as she was told by an independent repair shop; however, it does need a conductor plate. ...
As a goodwill gesture, we have offered to pay 50% of the repair bill; an offer which Ms. [redacted] has accepted.We will continue to maintain contact with Ms. [redacted] and the other dealership until this repair is completed.
Revdex.com:
I have reviewed the...
response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Sirs:We received our refund check from Prime [redacted] for $255 on December 24. We're very grateful to you for supporting our claim and this desired outcome, after so many months of waiting.Cordially, [redacted]
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by...
the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
The customer had previously inquired about a Toyota [redacted] XLE. At the time of the most recent inquiry, the sales person involved had read the inquiry history and unfortunately quoted the price of a [redacted] XLE instead of a [redacted] SE. Contrary to the customers...
assertion, it was not bait and switch, but a lack of attention to detail that caused the issue. We apologize to the customer for our error and Mr. [redacted] will honor the quote provided. The salesperson involved has also been counseled to ensure he does not commit the same error moving forward.
Good afternoon,Below please find our response to the above-referenced complaint.Thank you, [redacted]Executive Assistant Prime Motor Group(781) 234-2003[redacted] I apologize you are encountering an issue with your vehicle. I did...
look into the history of the vehicle and found that the 5,000 mile maintenance service was completed on May 19, 2015 at 75,285 miles. Approximately 5 months and over 2,000 miles later (at 77,487 miles), on October 14, 2015 you came in with a concern of a clicking noise when turning. At that point the technicians did their testing and inspections and found that the passenger side front axle boot was torn, had leaked out the grease for the axle joint requiring replacement of the axle. There is no way to determine when specifically the axle boot became torn. Axle joints begin to make noise as a result of a lack of lubrication (in most cases). That being said it’s highly unlikely that a torn axle boot took 5 months to leak out the grease that lubricates the axle joint - causing the noise from the joint. Most commonly, axle boots leak out the grease within days to, at maximum, a month dependent on the severity of the boot tear. We have tried to contact you via phone and email numerous times to try and help resolve your concern. I can absolutely understand that it is an unplanned automotive repair expense and we would like to try and assist you in getting your vehicle repaired as soon as possible, while working within your budget. Please feel free to contact me at your earliest possible convenience so that I can try and assist you with the repair process. [redacted]Service ManagerPrime Toyota Scion[redacted]
Good afternoon,I filed the above referenced complaint this morning on Prime of Saco, however, I neglected two important pieces of information, namely two service appointments for the work that now needs to be done with Prime in which I was turned away. Please see below detail:Bought car 11/18/2016...
from [redacted] at Prime SacoFollow up car apt at Prime 12/5/2016 1:30pm for rear noise. After driving in snowy parking lot with tech, sent home due to inability to hear/diagnose issue.Follow up appointment 4/8/17 at 1:15pm Prime Saco for 3 lights onApril 08, 2017 at 01:15 PMThe following services have been selected for your vehicle:Repair Services:Check Engine Light - Diagnosis - 3 engine lights are on, one ABS light and two traction control lights. This may be the same suspension issue I brought it in for review after I first bought it in November when the tech couldn't figure out where the steering noise was coming from. I need to get this in ASAP when I return from vacation, concerned that there is brake or steering issues. Purchased 4-year warranty through [redacted] when I bought it there in November.Tell Us More - 3 engine lights just came on, one ABS light and two traction control lights. This may be the same suspension issue I brought it in for review after I first bought it in November when the tech couldn't figure out where the steering noise was coming from. I need to get this in ASAP when I return from vacation, concerned that there is brake or steering issues. Purchased 4-year warranty through [redacted] when I bought it there in November.Referred to [redacted], as Prime service said they didn't have the proper diagnostic equipment for a [redacted]. Wasn't even seen by a technician. I purchased a 2008 [redacted] at the end of November, 2016 at Prime Saco, Maine. I was sold an extended warranty for 4 years or 48 months and specifically went over brakes & exhaust, as I don't usually purchase extended warranties with used vehicles. I was assured, however, and show on the screen & the initial paperwork that exhaust & brakes were specifically covered. They are not. After having the vehicle for only a little over 6 months, $2183.51 (plus tax) worth of work needs to be done on the vehicle just to get it inspected, $75 of which the warrantee company says they will pay after the $250 deductible. This is a bait and switch if I have ever seen it, and even after I asked three times before deciding to go with the warrantee if it covered brakes & exhaust. As an example, the warranty will cover front wheel bearings, but I need a rear wheel bearing replaced and I am told that is not covered. That doesn't even pass the straight face test. My expectation is that Prime will pick up the $2183.51 bill for selling me a car that hadn't been recently inspected prior to buying (sticker was up in August), for selling me a false warranty plan that is nothing but a scam, and for turning me away twice when I brought the car in for servicing at the suggestion of [redacted] the salesman. I expect Prime to cover the $2183.51 bill and cancel the warranty contract, paying any early cancelation fees necessary to do so.Respectfully yours,[redacted]
When I went back to give the rest of the deposit on the car, he told me he sold it to another buyer. I have completed paperwork. He then proceeded to try to sell me a 2015 which I told him I could not afford. I want my $1000 plus an additional $10,000 for breach of contract. He was just trying to get more money from me by selling me a more expensive car.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I would rather return the vehicle for my money back In return. Prime Toyota has made it clear that they are not a business with integrity. The general manager did not offer to tow my vehicle to the service department, if he did I'm sure he'd be wise enough to document that by emailing me that offer (I'm positive he cannot do that). To go back and forth with this dealership is pointless. They have lost all of my confidence. I don't even have a spare key. They continue to give me the run around. I cannot accept this offer. They must refund me my money back for the months I paid for the warranty and it was not activated and also refund me for my vehicle back.
Regards,
[redacted]
We are sorry Ms. [redacted] feels her experience has been substandard regarding the recent purchase of her vehicle. We adamantly deny the assertion that she is treated differently due to gender; the salesperson involved has been counseled on his perceived lack of follow up. The Sales...
management team addressed the interior issues with the vehicle.As for the claims that the vehicle is driving poorly - the Service Department has been unable to duplicate her concerns. A member of the Service department went on a test drive with Ms. [redacted] to see if he could experience the issues of which Ms. [redacted] is concerned. During that road test, as well as those not taken with Ms. [redacted], the technicians could not duplicate her concerns. We performed a series of tests and inspections, including a scan of the vehicle's computerized history, and it was found that the vehicle was running properly, not misfiring, had not stalled out and all systems were checking out as fine. Attached please find a copy of the Repair Order with the Technician's note as well as the computer print out for reference.We will be happy to continue to work with Ms. [redacted] with any future concerns she may have with the vehicle.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
The service director offered to remove the cylinder head of my engine at a labor rate of $110 per hour without any estimate of how much it would cost me. That is why I declined. I had just paid them $2259 to replace a pump which ended up in the loss of my engine which they then quoted $8000 to replace! After several signs of service incompetence I was not willing to let them cause more damage to my car! Their service advisor stated they did not work on many [redacted]s; turns out his statement was a warning. If they do not work on many of my model, they clearly are not practiced and/or competent to do so. They were unaware of a Toyota Technical Service Bulletin regarding the pump I paid them to replace. The grease stains to my leather were not caused by my tow truck driver as I inspected my vehicle when it was left (again) at Prime Toyota. I had to remove my personal items and the stains were not there then! I am still without transportation and waiting on a replacement (salvage) engine as well as confirmation of the negligence by Prime Toyota that resulted in the loss of my engine. Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Regards,
[redacted]
I have read Prime Honda's response. While it is unlikely that they will refund my $327 for the ignition, I believe that the multiple failures of the door locks, over the years of my ownership of the car, are related to this ignition failure. I have other friends who have had similar problems with [redacted]'s key systems (one drives an [redacted], another owns a [redacted]) and the customer service representative at Prime Honda even admitted that they are faulty--to wide and heavy for long-term use. Perhaps this defect needs to be brought to light in a more public way, like the recent air bag situation in [redacted] vehicles.
Good afternoon, The vehicle at the basis of Ms. [redacted]’s complaint displayed a window sticker which advertised the selling price of $16,500. The price Ms. [redacted] saw ($10,500) was incorrectly handwritten on the windshield by one of Prime Toyota’s employees. At the [redacted]e the incorrect...
price was brought to the attention of the General Manager, he showed Ms. [redacted] a copy of the internet listing which indicated the correct pricing of $16,500; further, the vehicle’s window sticker displayed the correct price. After she left the property, a manager contacted Ms. [redacted] and, in a good faith effort, offered to sell her the vehicle for a slight discount off of the selling price of $16,500; she refused the offer. We are sorry Ms. [redacted] is unhappy; but this was a case of human error. The employee is apologetic for his error; he has been counseled on taking the proper measures to ensure this does not happen again. We would appreciate the opportunity to earn Ms. [redacted]’s business and trust. She is welcome to contact [redacted], General Manager of Prime Toyota at ([redacted] to discuss this matter further. Regards, [redacted]Executive AssistantPrime Motor Group[redacted]
[redacted]
We are waiting to hear from Ms. [redacted] and/or her mechanic of choice regarding the status of her vehicle.
We are sorry the customer is experiencing issues with her vehicle; we remain dedicated in coming to an amicable resolution to the matter. [redacted], Service Director, has been in touch with Ms. [redacted] and offered to remove the cylinder head to confirm Ms. [redacted]'s belief that some object was...
left behind during the service of her vehicle. She rejected that offer and, at her request, paid to have the vehicle brought to Kittery, Maine where she has someone who will disassemble the engine/remove cylinder head to assess the cause of the damage. As for the complaint of oil/grease on her interior; we believe that was caused by the tow truck driver hired to bring the vehicle to [redacted]. Our technicians do not lay on the floor or under vehicles, but tow drivers often do which is why we believe the driver was the cause of the grease marks.We are waiting to hear from Ms. [redacted] or receive written diagnosis from her mechanic relative to the engine damage.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
The staff should have been educated about this crossover vehicle before it was sold! The people that sold me the car either lied or was not educated! It's not my problem! I should not have to spend over 1000.00 dollars or more for winter tires and chains because of your staffs lack of education of the vehicle or unethical behavior. Look at my purchase history, in the last 10 years I have had 3 vehicles not including this one and they were ALL "All Wheel Drive" cars. I am requesting you guys trade this car for a all wheel drive vehicle for the duration of my lease. That seems like a reasonable request to make many wrongs right. I didn't misinform myself, your staff misinformed me. Also, corporate told me what your staff told me, until I told them to check, and that line was recorded. However, I don't have money to waste I'm a mother, small business owner and L1-Student. But like most Americans these days, we do not have extra money to burn. I paid money for what I was told was what I wanted and now finding out its not, I want you guys to take responsibility for at least one of the many mistakes this staff of 3 (GM, Sales person and Finance person) made.
Regards,
[redacted]
The customers purchased their 2011 [redacted] truck from Prime Ford on February 6, 2017. Our Service records show the vehicle was brought back on March 1st with a complaint of an electronic shut down. While in our possession, we were unable to duplicate the concerns of the...
customer. The customer refused to retrieve the vehicle until they felt the matter was rectified completely. (See Prime RO #[redacted]) We brought the vehicle to [redacted] Chevrolet on March 3rd. [redacted] ran a diagnostic test on the vehicle and there were no abnormalities or concerns in the vehicle’s computer history. Additionally, they were unable to duplicate the customer’s concerns. [redacted] suggested the issue may be a result of an aftermarket alarm/remote starter. (See [redacted] RO #[redacted]) The vehicle was returned to Prime from [redacted] on March 10th. Unhappy with [redacted]’s answers, the customer requested we bring the vehicle to their mechanic; again, the issue was unable to be duplicated. Their mechanic advised of a bad battery, which we agreed to have him replace at no cost to the customer. Further, their mechanic suggested that the issue may have been caused by aftermarket remote start. Mr. [redacted] requested authorization from us to have the remote start removed from the vehicle. We obliged, and according to the mechanic’s notes, he restored the original wiring. (See Auto Tech & Electric Invoice #[redacted]) The vehicle was returned to Mr. and Mrs. [redacted] on or about March 29th. Shortly thereafter, Mr. [redacted] contacted our Service Manger to complain that the keyless entry no longer worked since his mechanic removed the remote starter. He also asked us to pay to install another remote starter into his truck. He was advised to speak with his mechanic due to the fact that he was the individual that removed the remote start and worked on the wiring. There is some mixed dialogue between the [redacted]’ and Prime. Mrs. [redacted] requested to return the vehicle; however, because it was past our 30 day exchange timeframe, we advised her we would be happy to work with her. She expressed her desire to terminate any business with Prime and ended the call after indicating she would discuss the matter with her husband. After approximately one month of no communication, Mr. [redacted] called to find out if we located another vehicle for them. The last conversation with either Mr. or Mrs. [redacted] was over one month ago.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the...
response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
[redacted], General Manager of Prime [redacted] South, has made attempts to contact Ms. [redacted] in order to discuss her complaint and very serious allegation of criminal conduct by a former employee. Mr. [redacted]'s conversation with Ms. [redacted] was disconnected after a few moments and his attempts to...
reconnect with her have been unsuccessful. We welcome the opportunity to go over her paperwork with her in order to review any charges she feels were "tacked on fees".
We have no record of the customer name in our data base which makes sense because the complaint is against Prime Infiniti Hanover and we are Lexus of Watertown.
We are sorry Ms. [redacted] is having issues with her vehicle. We contacted her, advised her to have the vehicle diagnosed at a [redacted] dealership. The vehicle does not need a new transmission as she was told by an independent repair shop; however, it does need a conductor plate. ...
As a goodwill gesture, we have offered to pay 50% of the repair bill; an offer which Ms. [redacted] has accepted.We will continue to maintain contact with Ms. [redacted] and the other dealership until this repair is completed.
The customer's license was located and returned to her last evening. We apologize for the inconvenience this has caused her.