ComplaintsforMartin Newark Dealership, Inc.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint involves my 2020 Kia Telluride. I brought the vehicle into Martin Kia in January of 2024 for a recall, oil change and for them to look into a few issues I was having with the vehicle. Issues were a rattling when coming to a stop, jolting when shifting gears and another shutter when at a stop. During that service, they performed the recall, change 4 tires, replaced an oil pan, brakes and rotators and an axel. The car stopped making the rattling noise and shutter at a stop for a about a month. The car went back in February 2024 into Martin Kia because of the rattling and shutter. I was charged with a diagnostic fee. They replaced another axel which was covered under warranty. Now in March, while driving the car would not accelerate when I pressed the gas pedal. I had to pull over, turn the car off and restart to finish driving. This happened multiple times during a trip. The car went back into Martin Kia at the end of March 2024. This time we were over the 100,000-mile warranty. The service rep called and stated that the car had no oil and needed a new engine and was going to cost us over $11,000. After negotiations with Kia, we agreed that they would pay for the engine and parts, and I would pay for the labor (about $3,700). We finally got the car back after 2 weeks, and the car still has a rattling when I come to a stop. We have reached out to Kia corporate many times but are getting no answers. The car was in their possession multiple times and have dropped the ball on solving the issues and now that we are passed the warranty, they are pushing the cost to us and/or not resolving the issue. Ideally, I want the $3,700 that I paid in labor cost back and my car fixed but would settle for them just fixing an issue that they have had multiple times prior to being out of warranty to fix. Communcation and customer service overall have been terrible. There are many reports online regarding the engine/oil issue. Kia needs to step up.

  

  Business response

  06/13/2024

  Thank you for your inquiry

  Mr. *****'s car was repaired to his satisfaction.

  Please let me know if there are any other questions or concerns.

  General Manager

  Customer response

  06/17/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 21678458
  

   

   

   

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Originally took car there in September of 2023. Engine needed replacement and they also said they would be replacing the clutch free of charge. $4500 plus tow fees. Car broke down again in ****h. They said they never replaced the clutch, then they said they did replace the clutch and had to check if the failure was my fault or theirs. Then again claimed the clutch was never replaced. Was it or not?? Either way it should have been. When I requested a supervisor after 2+ weeks of back and forth, I was directed to ****. **** was extremely rude and ignored everything I was saying. Told me that I was incorrect and kept interrupting me to tell me so. No remorse for the error that led to my car breaking down on the highway with my baby in it. He told me that it was my vehicle and my responsibility, not theirs so I had to decide whether to pay them or pick my (undrivable) car up as is. I told him I would be filing a complaint as their treatment of this issue and of me was ridiculous. When he finally viewed the message from them saying the clutch would be no additional charge, there was no apology or attempt to make things right past saying "okay the clutch will be covered but the additional pieces weren't discussed the first time and won't be, but we won't charge for labor." Almost a month that my car was there and I was driving in their loaner, around 2 months total time from me first reaching out about the clutch going out. Pick the car up only to discover that I WAS charged for labor and the "parts only" price I was given and agreed to pay was not parts only. So now I know the supervisor is rude and a liar. Extremely poor communication and customer service, they are only interested in money. Everyone makes mistakes but any good company will own up to their mistakes and make it right. This company chose to belittle and gaslight and lie.

  

  Business response

  05/16/2024

  Thank you for your recent inquiry.

  On 9/7/2023, vehicle was towed in for engine oil leak and engine will not stay running. Technician recommended to replace the engine.

  Customer approved $4500.00 for a used engine assembly on 9/9/2023.

  While performing the engine removal the technician noticed the Clutch Disc material was nearly worn out. The service advisor notified the customer of this discovery and advised her that we were going to locate a Clutch Disc for her and install it at no additional cost to her which he should not have done. In addition to that he did not notify the technician to to replace the clutch.

  A few months later the vehicle was towed back to the dealership in need of the Clutch.

  We advised the customer that we would take care of all labor and the Clutch Friction Disc and Pressure Plate. We also suggested additional part replacements to avoid potential issues down the road. The additional parts included a flywheel and throw out bearing. She agreed to have us install the Clutch disk at no charge and she would pay for the additional parts for a total of $865.36.

  Due to our advisor's errors and for the inconvenience that it may have caused and in the interest of goodwill we would like to refund the $865.36 upon approval by Ms. *******.

  Please contact me with any questions or concerns,

  Regards,

   

   

  Customer response

  05/17/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 21665009
  

   

   

   

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Honda CRV was recalled for a rear trailing arm. The letter said it would take approximately 1 1/2 hours to complete. I took it to the dealer on June 13th. Dealership called me the next day saying that they did not believe that it could be repaired, but American Honda would have to make that determination. Dealer advised that they submitted a claim and were waiting to hear back from Honda. Dealer also told me to contact them, as I would have more pull. I asked about a loaner vehicle in the meantime and the dealer advised that they could not provide one, but American Honda could get me one. I contacted Honda on June 15th. On June 16th, a case manager called me to advise me that the dealer had already filed a claim and that a case manager would be in touch with me. I never heard back from anyone. I called again on July 6th. I was advised that the case manager would call me back the next day. I never got a call back until July 19th. Rochelle called and left me a message. I called back that day, but she did not answer. I did not hear back from anyone until July 27th. I was told that I needed to provide a copy of my title and registration, which I did that day. I asked about a loaner vehicle and was told that the dealer could have assisted me with that. She stated that she would call them the next day and inquire about a rental. I did not hear back from anyone until I received an offer from Honda on August 7th. Still no information about the rental. I was pretty much told that I could get a rental vehicle, once I signed and returned the offer form. I was then told that I could get a rental for 7 days, until I made a decision about the offer. I reluctantly decided that I was going to move forward with that, but then I received a call on August 22nd from the dealer. They advised me that I could not have a rental vehicle unless I agreed to sign their offer form! That sounds like black mail to me. Dealer keeps saying that they can't help me!

  

  Business response

  09/05/2023

  Thank you for your recent inquiry.

  Mr. ******* dropped his 2010 Honda CRV to our service due to a recall. After full inspection by one of our technicians it was decided that the vehicle could not be repaired. 

  We then contacted American Honda and they decided to purchase the car based on our findings. He was contacted by American Honda with the offer and 7 days to accept or deny the offer.

  The decision to purchase the car was made by American Honda. Martin Honda only acted as a go between for the two. Mr. ******* has the option to keep the car.

  We have a limited number of loaner cars that we give out on first come first served basis. Mr. ******* was given a loaner on Friday August 25th. As of today he is still in our vehicle.

  At this point we are unaware of Mr. *******'s decision.

  Please contact me with questions or concerns.

     Gen. Manager

   

  Customer response

  09/25/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The General Manager response failed to mention that it took over 2 months for Honda to decide to purchase my vehicle.  Up until that point, they had not communicated with me at all.  In the meantime, Martin Honda insisted that they could not provide a loaner vehicle.  After finally speaking with Amercian Honda, they advised that was not true.  I was then told numerous times by an employee at Martin Honda, that I could only have a loaner for 7 days, no matter what my decision was, in regard to selling the car to American Honda.  This was false information.  When I agreed to sell the vehicle, I was told by an employee at Martin Honda, that the deal was expired and that I could not have a loaner.  This again was false, but I feel that it demonstrates their complete unwillingness to work with me.  That is what prompted me to file the complaint with the BBB.  It's hard to believe that Martin Honda had no loaners over the course of 2 months, especially when they have a loaner vehicle department.  They didn't want to spend the money, plain and simple.  I only got the vehicle after filing the complaint with the BBB.  Regards, Complaint ID: 20507892    

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received in the mail a letter from Kia America, Inc., with reference to a recall on our 2014 Kia Sedona. I made an appointment with Martin Kia to handle the recall problem. There was no charge to fix it. On July 27 I took our van in for the repair. When I left my car (I was told it would take a while and I would be given a shuttle home, While I waited for the ride an employee came in within the hour and said my van was ready I was surprised with the timing but also happy that my whole day was not taken up). Thinking all is well with the van I left the shop. I stopped at the supermarket on the way home and to my GREAT surprise I had NO POWER IN ANY OF MY DOORS. Also the radio stations that I normally listen to have nothing but static. I took a van that had absolutely nothing wrong for a company recall and got back one with no power doors and no radio. I have spoken to **** ******** a couple times, but we have not come to any conclusion. He wants me to spend $125.00 for a diagnostic test and I insist that there was nothing wrong with my van and I am not paying for their mistake. It is not impossible that whoever worked on my van made an honest mistake causing the problem that I am now having.

  

  Business response

  08/29/2023

  Thank you for your recent inquiry.

  To the best of our records all issues with respect to the recall and sliding doors are resolved. The power button for the doors had been turned off.

  The remote fob was also found to be faulty and should be replaced. Ms. ***** was given a price quote for replacement. We are waiting to hear back from her.

  Please contact me if there is any questions or concerns.

  Customer response

  09/07/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 20479188
  

   

   

   

• Initial Complaint

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My A.C unit wasn't working and I took it to Martin Honda to service..Upon my arrival they charged me $200 to diagnose my car and they said I needed a new condenser..The TTL price including diagnostic is $825. I was called 1h and half later to pick up my vehicle. When I got there my car a.c worked well by the time I drove off and got home the car was hot again. I called Honda I was told to bring it back in well . I got there and they said the evaporator has a leak and we will need $1100 to fix it ..well I escalated to mgmt Ivan, he was rude and disrespectful he said he can put the compressor back and I can leave. I escalated again to David J. Well he decided to agree that the tech didn't presser test the vehicle properly that's y another leak was there he said he will fix the car and only charge the parts cost of $483. To fix the evaporator and the valve. Well, I got a call to pick up my car and it still wasn't fix another tech messed the air configuration in the car the A.C air was blowing on my feet. I escalated again To ***** P.well by that time I returned my vehicle 6 times For poor service. I told ***** I shouldn't have to pay the balance of $283 for horrible service lost wages and time .in fact I should be compensated for all this issues.His response was..we did our job plz carryon NEXT (deminer) This issue was not resolved .

  

  Business response

  08/15/2023

  Thank you for your recent inquiry

  On July 15, Ms. ******* brought her 2012 Honda CRV with 142,529 miles to our service department complaining about her Air Condition not functioning properly. We replaced her condenser and o/Rings and recharged the system. We failed to diagnose the CRV completely. Not only her car was in the need of Condenser but it also needed an evaporator. The cost of additional repair for parts and labor was $842.00 but because of our mistake of not fully diagnosing the AC and causing inconvenience for the customer, she was only charged $483.00 parts. We did not charge her for labor. She was only able to pay $200.00 at the pick up time. She wanted to pay the rest at the end of August. We discounted the balance again for $48.00 if she paid the balance by the 15th of August.

  She stopped by 2 other times complaining about not getting cold air. We measured the temperature both times and they were as promised by Honda manufacturing standards . She stopped by one other time and we rerouted the cable harness to mode doors (no charge),. She also requested a loaner car, however she did not feel comfortable in our service loaner. We opted to to rent her a car from Enterprise Rental at our cost to keep her happy. 

  She contacted the GM and asked to waive the balance because of all the inconveniences that we caused. The General Manager extended a free oil change and more time to pay the balance (end of August). She then requested to make a note for the service manager about the free service and extra time to pay the balance. 

  In conclusion, it is true that we did an incomplete diagnosis but by all measures we went above and beyond to keep her satisfied. Everything from just charging for parts to paying for a rental car and free future service and giving her extra time to pay the balance. At this point we conclude that she still owes us the balance of $283 by August 31st.

  Please contact me if you have any further concerns

   

  Customer response

  08/15/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 20402203

   

   

   

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an offer from Carmax 04/2022 to purchase my 2018 Kia Sportage for $18,300 However, I was looking to purchase a 2023 Kia Sportage from Martin Kia and was advised that they would offer me $18,300 as well for my trade. At that time, I owed $10,577.79 on the 2018 which left $7,722 in equity. I advised financing I was only using 4K as a down payment and wanted to receive a check for the difference. During the purchase agreement, I was confronted with several warranties along with GAP cvg. I advised the Finance MGR I wanted to purchase the GAP cvg in which he stated it was about $900.00 and receive a check for the difference. After signing, I asked the Finance MGR about my check & he said it would be given to me before I left. It wasn't until I had gotten home, read over my paperwork and realized that the Finance MGR used all of my equity towards a down payment which meant that I would not receive a check for the difference & all I received was an apology & that he thought I wanted to use all of the equity towards purchasing the warranties! I then proceeded to tell him I wanted to cancel the extended warranty which was $3,500. I only did this because I was advised by the Bank that once it's cancelled, the check for 3,500 would then be sent to me & my payments would remain the same. Now I am being told by both KIA & the Bank that the refund for 3,500 is going towards the loan. I am screwed, I could've sold my car outright to CARMAX, received the full 18,300 for my 2018 KIA, let them payoff my loan and walked away with the $7,722 difference and went directly to Martin KIA with a 4K down payment and still had money in my pocket. I shouldn't be penalized for the error of the Finance MGR. He should have told me outright before I left the dealer that I wasn't getting a check because he used all the equity towards the purchase & he could've fixed his mistake right there instead of telling me I would get the check before I left. Very unprofessional!

  

  Business response

  07/20/2022

  Thank you for your recent inquiry.

  Ms. ***** purchased a 2023 Kia Sportage from Martin Kia in April of 2022 and traded her 2018 Kia sportage. 

  In the initial agreement there was a refund due to the customer. That amount was on her trade equity. She had decided to use some of her trade equity as the down payment and the rest to be returned in a check from Martin Kia. Later during the closing she was  offered extended warranty and Gap coverage. She was interested in additional protection however the payment was too high for her liking. At this point our Finance manager offered to use the balance of the equity as additional down payment to not only bring the payment down but also afforded her the additional coverages that she was interested. She later changed her mind about the coverages however by that time the bank had already processed the contract. At this point all the additional protections are cancelled and all the funds were applied to the balance of the loan as if she had used all her equity to purchase the new car. As a result her payments would remain the same but the balance would be satisfied sooner.

  We regret any misunderstanding however once the contract is processed it is out of our hands.

  Please contact me with any further questions or concerns.

  Regards,

   

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Martin sold me a 2018 crv that has known battery issues. The car has gone through 3 or more batteries in 3 years and 2 in the 10 months I've had it. They keep dying and I've had tests that show the alternator isn't functioning properly.Its left us stranded no less than 6 times in the last 5 months. I've given Martin several videos of the battery not being charged correctly, dying and not starting the car, and the test results of the bad alternator. There's a class action lawsuit for my vehicle showing the Honda put underpowered batteries in them and there are thousands of complaints of other people having the same issues with their batteries dying and very short amounts of time. The lawsuit claims a Honda knew about these issues but did not disclose them and I was not told about any issues with these batteries. Every time I take it to the dealership of which I've been to 2 ,they just blame it on the battery I've put a brand new battery in it and it's only been a few months and now it's about dead and Honda wants me to replace it again. They don't want to listen to the test results that I'm giving them about the alternator and not charging the battery properly. I've only had this car for 10 months it was a certified Honda and it's still under that warranty and the dealership seems too not want to fix this issue. This is the second Honda they've sold me that had issues with it the first ended up being a lemon and had to be brought back through arbitration. Martin claimed there was nothing wrong with that car yet when I went to arbitration I won and it was deemed a lemon, so Martin is fairly shady in dealing with honoring their warranties. I'm paying $300 and some dollars a month for a car that the battery is going dead every couple months and they want me to pay to replace it. As far as I'm concerned this is fraud knowing about all these issues and not telling anybody about it and not fixing issues and then blaming it solely on every battery I've put in the car.

  

  Business response

  06/13/2022

  Thank you for your recent inquiry.

  We replaced the battery for the 2018 CRV. We also tested the alternator to confirm that the device was performing at the required level by American Honda guidelines. We also explained as general knowledge that any additional aftermarket electrical device that is connected permanently to the vehicle may drain the battery and void factory warranty.

  All services were performed free of charge for good will and customer satisfaction. Mr. ****** will be returning in 2 weeks so we can check his battery and alternator performance to make sure everything as expected.

  Please contact me if you have any further questions or concerns.

  Regards,

   

  Customer response

  06/16/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 17303211
  

   

   

   

• Initial Complaint

  05/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my vehicle in for a issue. On February 21st of 2022. I was told they created a case for the issue and they would later contact me back. I didn't hear back from the shop. So on 04/09/2022 I reached out to the service manager, I gave him my information and he told me they would call me back. I ended up calling them again on 04/26/2022 I was told the exact same thing. On 05/13/2022 I called he was out so I left my information and a call back number. Never heard back so I called again on May 24 2022 once again they said he was out and I left a call back number and my information and still have not heard back from them.

  

  Business response

  06/02/2022

  Thank for your recent inquiry.

  We would like to apologize for our lack of our communication. The matter has been addressed internally so it won't be repeated.

  We had the 2018 Kia Sportage  in our shop this morning for evaluation. As a result we have placed order for required parts for the sunroof and window motor. Please be advised that some parts may be delayed which unfortunately is out of our control.  As soon as we have the parts on hand we will inform Mr. Perry and make the necessary repairs.

  Please contact me if you have any questions or concerns.

   

  Thank you,

• Initial Complaint

  05/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband ******* ****** and I purchased a $7,000 used no warranty 2015 Ford Focus from salesman ***** ******* on May 14,2022, from Martin Honda used cars in Newark, delaware. Paid cash. Their telephone number is 302-738-5727. On Wednesday, May 18, the car stalled at a wawa in Newark. I had car towed to my mechanic who upon inspection noted that the car had an incorrect oil filter which detached from the vehicle leaking oil onto the engine. The engine seized. We need a new engine at a cost of $10,000. I reached out to manager Mike Ruf at Martin today and he stated he couldn't help me as the car was sold "as is" and they didn't inspect the vehicle or do any oil changes before vehicle was sold to us. I did forward my mechanic's email stating issue with the vehicle with photos. This has to be some type of fraud I'm hoping and I'm also hoping that Martin Honda would pay for this new engine, as my husband has no car to go to work! Please contact me at 302-750-1654 to discuss further. I want my $7,000 back!!!

  

  Business response

  06/02/2022

  Thank you for your recent inquiry.

  Mr. and Mrs. ****** purchased a used 2015 Ford Focus from Martin Pre Owned. This vehicle was presented "AS IS". It means that the vehicle does not come with any warranty. We disclose the "As Is" condition several times to a prospective customer and they are required to sign the disclosures to make sure there will be no misunderstanding about the condition and the no warranty status. Customers are also advised and encouraged to show the car to their own mechanic to get an outside opinion about the car which they did not do. Normally an "As Is" car is less expensive than one that includes a warranty mainly because the car has not been reconditioned by our service department.

  We were informed a couple of days after the purchase that MR. and Mrs. ****** were not happy with their decision. After deliberation we decided to unwind the transaction and refund the full amount of the purchase price for good will  and customer satisfaction. 

  At this point all monies have been refunded.

  Please don't hesitate to call me with any questions or concerns.

  Regards,

• Initial Complaint

  01/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had my wife schedule a diagnostic service at Martin Honda for our 2007 Honda Pilot. I dropped off the vehicle the week of December 20th 2021. Upon drop off I gave the advisor a full detailed account of every issue I had experience and all work I had performed on the vehicle prior to dropping off. I explained to the advisor I wanted them to only confirm OR rule-out a blown head gasket, as that was my suspicion at the time. I also explained that after diagnostic work was complete to call my wife and she would notify me of the diagnosis. I also let the advisor know that I have a very busy job and would call them back after speaking with my wife to discuss whether or not we would proceed with any further service work. A couple days after dropping off the vehicle the diagnostic work was done and my wife was called. The service advisor told her the engine needed an EGR cleaning and a valve adjustment. Against my instructions, they proceeded to operate on my vehicle with my wife's authorization, not mine. Once I found out about this I quickly called them to cancel the work and have them put everything back together. They told me they were sorry and would not charge me the full amount but still had to charge me partial. I came in to pickup my vehicle and pay the following day, December 23rd 2021 for the amount of $460.00. The valet was unable to start up my vehicle to bring it to me. I had no idea what they had done but they finally got the engine started and I drove the vehicle home running worse than when I dropped off. I called back to complain but they said I would have to pay diagnostic fee again. I decided to start disassembling the engine myself at home and I found they had not tightened down a bolt for the intake manifold and also left two fuel injectors disconnected. This is why the engine barely had enough power for me to drive it home. I was told that their best technician did the diagnostic work on my vehicle. I just want a refund for this.

  

  Business response

  02/11/2022

  Thank you for your recent letter.

  Mr. ***** brought the 2007 Honda Pilot with 190,274 miles to our Honda Service Dept. on 12/20/21. According to our records  he complained about vehicle running rough when cold and misfires. The check engine light was on and he smelled coolant in the exhaust.

  He was quoted $120.00 to check out the concerns.

  The technician brought the car in and started the diagnostic process. the computer indicated multiple cylinders misfiring. At this time we contacted the customer and recommended valve adjustment. Approval was given by Mrs. *****. The text message is available upon request. The text message read " I know my husband is the one who has been authorizing everything for the repairs but he just told me that you guys can go ahead and continue to work on the vehicle until it is done. He will call you to verify that it is okay to do the work. I called another place to get a price Quote and it was way too high"

  The technician started the work and was stopped because Mr. ***** called to stop the process. Multiple items were already removed from the engine such as intake manifold and valve covers. During the process we discovered that coolant was entering cylinder number four. We informed the customer that the heads should be removed to either replace the gaskets or discover if there was any damage to the heads that caused the gaskets to fail. We also provided him with estimates and told him that parts are on backorder with no ETA.

  The customer requested that we reassemble the engine and not adjust the valves. He also requested part numbers so he can order everything himself and repair his car. We honored his request. He agreed to the charges and paid the bill.

  He called us after picking up the car and indicated that the car is running worse than before. He was told that there will be a diagnostic charge however, if it was determined that the cause was from poor workmanship on our part the diagnostic charge would have been waived. He did not give us the opportunity to diagnose the vehicle a second time and disassembled the motor himself.

  Please contact me if you have any further questions.

   

  Customer response

  02/19/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  It is clear that having the dealership communicate with more than one person regarding my vehicle was a mistake on my part.  I do believe the dealership should have been more than capable of following my instructions from the start.  Prior to even dropping off my vehicle it was clearly stated in the appointment confirmation email:

  Repair Services:
  Malfunction indicator lights.
  • CUSTOMER STATES THAT THE CHECK ENGINE LIGHT AND THE VTM LIGHT ARE CURRENTLY ON AND SOLID WHEN DRIVING AND BLINKING WHEN STARTING UP THE VEHICLE.
  Drivability issues, engine
  • CUSTOMER STATES THAT THEY SMELL ANRTI FREEZE COMING FROM THE EXHAUST. CUSTOMER STATES THAT THEY DID THE SPARK PLUS, TIMING BELT, VALVE ADJUSTMENT. WOULD NOT LIKE THAT TOUCHED.

  Upon dropping off the vehicle and spending over 15 minutes speaking directly to a service advisor, I told them once again everything I had done to the vehicle and that I suspected a head gasket leak.  I had no problem paying the diagnostic fee to verify or rule out a head gasket issue.  If I had known the diagnostic fee was simply to plug in a cord and scan engine codes I could have done that myself for free, I would have never taken the vehicle there in the first place.

  Also regarding the vehicle driven worse after pickup, it was never told to me that the 2nd diagnostic fee would have been covered had it been discovered that the issues were due to their negligence.  Why on earth would I give up my vehicle a second time to trust the same people who made it worse to somehow make it better, especially when their only concern at the time I spoke with them seemed to be the engine light on and the misfire codes stored.  The service advisor only told me I would have to pay the diagnostic fee again to have repeat work done and I felt that I have already given them enough of my money for their poor diagnostic work.  ONLY after I insisted to them that I suspected a head gasket leak did they go and look for it.  Their initial suggestion for repair work WAS to re-do work that was already performed.

  I still believe that this dealership service center is corrupt and does engage in misleading customers and taking advantage of their ignorance to rob people of their hard earned money.  Also I believe their technicians lack the tools and training to properly work on customers vehicles.  Could you imagine that instead of simply forgetting to plug in my fuel injectors, that they leave a fuel line loose and my engine caught on fire?  I cannot believe they used one snapshot of a text message sent from my wife as an excuse as to why they shouldn't A) refund my money and B) excuse away the fact that the work was done incorrectly.  My wife's message was sent incorrectly as she never got my authorization to tell them to perform any work on the vehicle and even said in the same message that "HE WILL CALL YOU TO VERIFY THAT IT IS OKAY TO DO THE WORK."  

  Clearly they should not be relying on text message authorization to do any work because a message sent from a confused customer could be potentially misread by the service advisor.

  Regards,

  Complaint ID: 16688252

  

  Business response

  03/22/2022

  Thank you for your response.

  We respectfully disagree that we were not authorized to work on the car. Mrs. ***** gave us the permission quoting her husband.

  However in the interest of resolving this matter we are willing to refund 50% of the bill. We will issue a check in the amount of $230.00 and send it out to the customer.

  Once the check is cashed we would consider the matter closed.

   

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