Star Motors

In regards to the complaint concerning customer service: We were in contact with *** (Ms*** boyfriend) one month before he and Ms*** purchased the car and had a great relationship with him When he was ready to buy the car,k we suggested that we overnight
the paperwork to be signed and returned to us for the out-of-state in-transit plate before they arrived, but they stated they wanted to see the vehicle first They arrived at our facility at p.mand didn't decide if they wanted the car until around 4:p.m After they signed the bil of sale, we had them call their insurance company to insure the vehicle Our courier arrived at DMV at 4:55, minutes before closing The clerk was kind enough to accommodate us; however, Ms*** insurance company did not forward the binder to DMV as requested This delay on the part of the insurance company prevented DMV from issuing an in-transit plate that day Once the insurance binder was provided, we were able to overnight the in-transit plate to Ms*** In regards to the complaint concerning the loan payoff: Ms*** claim that we did not make the loan payment on time is legitimate It was due on a Saturday, but didn't arrive until Monday, making it two days tardyWe have apologized for this oversight Auto sales are quite heavy during the last quarter of the year; however, we should have made sure it was mailed promptly There was a grace period and no additional fees were levied Additionally, there was no adverse effect to Ms*** credit.We worked very hard to accommodate Ms*** and *** They arrived toward the end of the business day and didn't make a decision until the close of the business dayWe hustled to get everything in order and to make their experience a positive one We acknowledge our oversight with regards to the payoff and hope they will return as customers in the future

In regards to the complaint concerning customer service: We were in contact with *** (Ms*** boyfriend) one month before he and Ms*** purchased the car and had a great relationship with him When he was ready to buy the car,k we suggested that we overnight
the paperwork to be signed and returned to us for the out-of-state in-transit plate before they arrived, but they stated they wanted to see the vehicle first They arrived at our facility at p.mand didn't decide if they wanted the car until around 4:p.m After they signed the bil of sale, we had them call their insurance company to insure the vehicle Our courier arrived at DMV at 4:55, minutes before closing The clerk was kind enough to accommodate us; however, Ms*** insurance company did not forward the binder to DMV as requested This delay on the part of the insurance company prevented DMV from issuing an in-transit plate that day Once the insurance binder was provided, we were able to overnight the in-transit plate to Ms*** In regards to the complaint concerning the loan payoff: Ms*** claim that we did not make the loan payment on time is legitimate It was due on a Saturday, but didn't arrive until Monday, making it two days tardyWe have apologized for this oversight Auto sales are quite heavy during the last quarter of the year; however, we should have made sure it was mailed promptly There was a grace period and no additional fees were levied Additionally, there was no adverse effect to Ms*** credit.We worked very hard to accommodate Ms*** and *** They arrived toward the end of the business day and didn't make a decision until the close of the business dayWe hustled to get everything in order and to make their experience a positive one We acknowledge our oversight with regards to the payoff and hope they will return as customers in the future.

I would like to address the complaint you received concerning the tires/rims on the customer's 2013 CMercedes" We appreciate the customer's business and worked to make the purchasing experience a positive oneI spoke with our service manager and technicians and they verified that the tire
was low when she test drove the vehicleIt was filled and the techs inspected the tires and rims at that time" Upon visual inspection there were no cracks in the rims. There was some wear on the tires, but the tires passed inspection and met all NYS inspection requirementsAs a goodwill gesture, we gave her four new tiresThe rims were in good shape" One rimon the rear passenger side had previously been weldedThe integrity of the rim was sound and did not pose any safety issues" When the customer called to say she had a flat tire on the front passenger side and that two of the rims were bent, we agreed to work with her and find a set of refurbished rimsWe located a set and stated that they could be professionally painted if desired" She said she preferred to keep her original rims. After some back and forth, we agreed on refurbishing one of her rims and selling her another refurbished rim to match, along with a tire for the front passenger sideInitially we were going to absorb some of the expense, but during a conversation with her boyfriend he disclosed that they had hit a large pothole, which was responsible for the damage to the passenger front and rear rims and front passenger tireThe front rim was severely bent and the rear rim was bent near the weld, which ultimately cracked from the impact of the potholeBecause the rims and tire were damaged while the customer was driving the vehicle and wer?? not sold In damaged condition, the customer was charged full price, Lastly, we had the customer's vehicle on premises for three weeks, There was some discussion about how to proceed that took some time and we worked to fit her into our busy service scheduleThe vehicle was dropped off April and the customer picked it up on May 18, three days after she was told the vehicle was ready for pick upUnfortunately, we were unable to provide a loaner as they were all being used by other customers at the time. We worked with this customer to find rims that were satisfactoryHowever, she was not upfront with us about the cause of the damage.

SEE ATTACHED

I would like to address the complaint you received concerning the tires/rims on the customer's 2013 C300 Mercedes" We appreciate the customer's business and worked to make the purchasing experience a positive one. I spoke with our service manager and technicians and they verified that the tire...

was low when she test drove the vehicle. It was filled and the techs inspected the tires and rims at that time" Upon visual inspection there were no cracks in the rims. There was some wear on the tires, but the tires passed inspection and met all NYS inspection requirements. As a goodwill gesture, we gave her four new tires. The rims were in good shape" One rim. on the rear passenger side had previously been welded. The integrity of the rim was sound and did not pose any safety issues" When the customer called to say she had a flat tire on the front passenger side and that two of the rims were bent, we agreed to work with her and find a set of refurbished rims. We located a set and stated that they could be professionally painted if desired" She said she preferred to keep her original rims. After some back and forth, we agreed on refurbishing one of her rims and selling her another refurbished rim to match, along with a tire for the front passenger side. Initially we were going to absorb some of the expense, but during a conversation with her boyfriend he disclosed that they had hit a large pothole, which was responsible for the damage to the passenger front and rear rims and front passenger tire. The front rim was severely bent and the rear rim was bent near the weld, which ultimately cracked from the impact of the pothole. Because the rims and tire were damaged while the customer was driving the vehicle and wer?? not sold In damaged condition, the customer was charged full price, Lastly, we had the customer's vehicle on premises for three weeks, There was some discussion about how to proceed that took some time and we worked to fit her into our busy service schedule. The vehicle was dropped off April 25 and the customer picked it up on May 18, three days after she was told the vehicle was ready for pick up. Unfortunately, we were unable to provide a loaner as they were all being used by other customers at the time. We worked with this customer to find rims that were satisfactory. However, she was not upfront with us about the cause of the damage.