ComplaintsforRon Tonkin Fiat

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early June my 2017 **** 500L began having an issue - doors won't lock and trunk won't open. I made an appt with Ron Tonkin Fiat. I also provided some info that the problem was known to **** and had to do with wiring in the rear hatch. Two weeks after my 6/16 repair date, the repair hadn't begun. It was finally completed 7/7/23. The *** was replaced for $1097. The car began having the same problem about 2 wks later. I took the car back to **** and they replaced the *** again at no charge, saying the first must have been faulty, on 8/10/23. I left the country for a couple of weeks and the car began having the same problems again by 9/18/23, shortly after I started driving it again. The earliest repair appt I could get at *** Tonkin was 10/12/23. I was promised a loaner car this time. Meanwhile, I spent a fair bit on ***** ********** Car Rental etc. On 10/12 I was told no loaner was available. I called the manager at *** Tonkin on 10/28/23 and he found a loaner for me. I've called every week or 2 to find out if my car has been repaired. My car didn't go into the garage until just prior to Thanksgiving, and 11/27 I called and was told they thought the problem was the *** - for the 3rd time! This does not seem logical. I was promised by the service rep and service manager that a STAR case would be opened with **** when I took the car in the 3rd time. On 11/27 I was told that was up to the mechanic. I contacted the general manager and then a STAR case was opened 11/28/23. I called 2x on 12/4/23 for an update and received no return call. It is difficult to get updates. My car has been unusable/awaiting repair for 6 months!!! I've tried to be very polite to the **** service dptmt, but this is really NOT reasonable. I no longer believe that **** is making a good faith effort to repair my car in a quality way and a reasonable amount of time. How can they keep a customer waiting 6 MONTHS with a nonusable car? Sorry to complain but how to get help?

  Customer response

  12/11/2023

  I spoke to the service manager, ***** today.  He said that **** STAR had advised that the hatch wiring harness be replaced.  However, **** said he found a blown fuse in the *** which he replaced, and the car is working fine now, so he didn't recommend replacing the wiring harness.  To me this feels like another attempt to get the car out of the shop without finding the root cause of the problem, as we did in August when they replaced the *** for the 2nd time.  I told him that the car is in the shop for the 3rd time now for this issue, so we need to know what blew the fuse, because it's happened 2x.  Therefore I think we should follow the advice of STAR and replace the wiring harness.  **** also said he noticed the rear hatch handle release button was loose and I said I thought we might need to replace that also.  He said he'd get me an estimate and mentioned he'd done 5 hours of diagnostics that he hadn't charged me for.  

  **** mentioned their staffing shortage at the service department.  This has been an ongoing issue since June, and now their service rep has quit.  As the customer I can't take on this issue - unfortunately that's their issue to manage internally.  The bottom line is that it's not manageable for a customer to have their car in the shop 3x for the same issue, and for the better part of 6 months.  I'm attaching a link to some info about my issue being known to **** - I gave *** Tonkin this information twice in June and again in August, and reminded them in October.  I note that this customer's dealer consulted STAR after the car had been in the shop for 2 DAYS - not several months and 3x.  While I am aware of the dealership's difficulties, I still feel like they have been pretty deaf to mine, and my solution is reasonable.  I hope to work it out amicably.

  

  Business response

  12/13/2023

  Good afternoon, 

  Per the BBB's request, the response to complaint ID ******** is attached above.

  Thank you!

  Customer response

  12/28/2023

  Apologies for 3 uploads - the replies at the top aren't included in the other attachments.  I'm open to being wrong but - 1) it isn't clear from the reply if *** Tonkin is going to refund me the original cost of the *** repair 2) They've agreed to test the trunk as I asked as of this writing but hadn't in their BBB reply (though I'd asked at least 2x) 3). I'm not sure why they said they had trouble reaching me, I've generally called them back ASAP and they called me on a Wednesday and I didn't see the message, I called them back on 12/11as soon as I saw it and their reply is dated 12/13 4) I think ultimately they are going to release my car to me, it is going to fail with the same problem, and then I will have to pay to have it properly repaired elsewhere.  There are webpages all over the internet - see the mail I sent to *************** - about this known **** issue.  I think a problem in the wiring harness could be tiny and hard to find.  I feel like if they really wanted to make sure the car was reliable, given this known problem with exactly this presentation, they'd replace the wiring harness.  However, if they open and close the trunk many times, and drive the vehicle, I can see their point.  But that still doesn't explain what has made the *** fail 3x and they haven't answered that question - and that's why I'm concerned.  I'd like that answer.  I also want to remain working with them on good terms.  

  

  Business response

  01/16/2024

  Good morning, 

  Per the BBB's request, the second response to complaint ID ******** is attached above.

  Thank you,

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid to have my broken AC assessed in 8/22. Ron Tonkin Fiat on Canyon Road diagnosed the issue and required me to pay for the parts in advance of repair. It took months to get the parts in and then to get me scheduled. They attempted repair in November 2022. AC worked. I didnt turn it back on until April. AC didnt work. It took weeks for them to get my car in for repair. Dropped it off mid-May after contact 4/1/23. AC worked for a week or so. I contacted ***** at ************ again 6/1. He said they could get my car in the week of 6/12/23. No response until I asked for a refund. I have multiple disabilities and cannot drive without AC in spring, summer or fall due to my disabilities. After asking for a refund they *************** a loaner car for me, which I picked up on 6/13. My car has still not been worked on. It is now 7/24/23. I communicated with ***** last on 7/7 for a status and I have not heard from him since. His last reply to me by text was on July 7, 2023:****, let me see what next week brings us. We just might have your vehicle finished. Either way we will work with you.My 19 y/o needed my vehicle for a road trip that had been planned for months and I let ***** know that we needed the car back by July 19 for this reason. ***** has gone silent again. At this point I want a refund so I can take my business elsewhere. I would like a thorough assessment of my vehicle. Its a 2015 **** 500L that had to get a new engine in 2020. And now they cant seem to fix my AC. This is the third time they have kept my car for weeks or months. I hope you can help. This has been incredibly stressful. They have told me they only have one technician doing repairs. I want a refund ASAP so I can get my car fixed elsewhere. I want to keep the loaner car until my vehicle is repaired at another shop as I require AC and a vehicle to get to medical appointments.Ive paid them $1,429.35. I want a full refund. My bank statement proof of payment is attached.

  

  Business response

  08/01/2023

  Good afternoon, 

  Per the BBB's request, we have attached the response regarding complaint ID ******** above for your review.

  If you have any further questions or concerns, please do not hesitate to reach out.

  Thank you!

  Customer response

  08/08/2023

  ******************* **** has been negligent. This is the third time my car has been in the shop for months since I bought it in 2015. 
  

  first for a gas tank issue 

  second to get the engine rebuilt (2020) 

  third - this ** nightmare thats been going on since August 2022  
  

  *********** the repair manager, told me the ** wasnt working when I took it back a second time in May because of their own faulty equipment used when the car was there in November, three months after I purchased the parts, and again in May the first time it was there in May. Theyve had my car for two months now, which is the FIFTH time my car has been there to get the ** fixed.

  This is gross negligence and a refund is the only resolution. The loaner car is a great touch, but not compensable for all the stress youve caused, *** Tonkin and employees. Its not my fault that you cant retain more than one tech in your shop. Your one tech doesnt know how to do their job. Do better. 

  Customer response

  08/08/2023

   
  Complaint: 20371002
  
  I am rejecting this response because:

  Ron Tonkin Fiat neglected to repair my cars ** and have now stated it needs even more repairs for just about the same amount of money I have already paid them to repair my **. This is crazy making and I wont stand for it.

  Frankly, I do not believe them. They are retaliating for me making a complaint to BBB to get them to take action on repairing my vehicle.
  

  I wouldnt put it past them to have made the pinhole in the ** line themselves. Its interesting how they hadnt assessed my vehicle until I submitted this complaint to the BBB. I took my car in on June 13, ******************************************************** the shop for this ** repair starting August 2022. It is now August 8, 2023. It didnt work when I turned the ** on for the first time since November in April of this year. They tried to fix it again in May. 
  The ** worked for a week after they attempted to repair it in May. It was good to go according to *****. Then it went back into the shop later in May after having only worked for a week, and ***** blamed it on their faulty shop equipment that the charge didnt hold or some such excuse. I had to wait a few more weeks to get it back into the shop and its been there since. My 19 year old needed to be able to have access to the car this summer. That hasnt happened. I have chronic debilitating medical issues that make it impossible for me to be out in a hot car in the summer. I am on SSDI with a poverty level fixed income. I kept being put off by *****, the service manager who made promises he never kept until I threatened to get a lawyer involved and asked for a refund. Suddenly that very day of my text complaint, he miraculously had a loaner vehicle available on June 13 and I could bring my car in. Just like now they suddenly got my car into the shop to assess it after I made this BBB complaint and after almost two months of it sitting there and them not doing anything.
  

  I need documentation from Ron Tonkin Fiat showing the full trajectory of this ** repair, what was done to my car, what parts were purchased and installed, what happened at every touch point in this process down to ****** communications with me (or lack there of). Prove that you didnt grossly neglect to repair my **** 500Ls **. 

  This is a case of power hungry capitalists taking advantage of a disabled person who is female presenting. Im disgusted with *** Tonkin and its employees. I am baffled as to how they remain in business.

  Sincerely,
  
  Mx. Iona **************************************************

  

  Business response

  08/18/2023

  To begin, we will certainly be glad to provide **** ****** of all the work done to this point.  We will attach those ****** in chronological order to this response. The evidence in these **s show that there was indeed an initial leak in some ** lines that was, in fact, properly repaired. 
  

  Regarding the repair this past May, this was not actually a repair, but was a trace test where we installed dye into the system to determine if another leak had formed. For this test to work, the vehicle must be driven for a period of time so that the leak will manifest itself and be properly tracked using the dye that is now in the system.  The fact that this was a test and not a repair is clearly stated on the ** dated May 15th, 2023, and **** actually signed this repair order.  Once we were able to get ****s vehicle back in the shop, it was discovered that there was now a second and unrelated leak involving the ** Condenser, and that is the current status of the vehicle.   
  

  Concerning ****s need for transportation for their 19-year-old child. **** was provided a loaner car on June 13th, well before the date of July 19th that they needed transportation. I have attached a copy of the signed loaner agreement which documents this event. I also attached a copy of a chain of texts between **** and ***********************, which documents very clearly that we were short staffed and doing the best we could to accommodate the new concern. It also shows where **** requested to use the loaner car for their childs trip, to which ************ replied that hopefully we would have the vehicle repaired by then, but if not, we would accommodate the request for using the loaner. 

  Based on the statements made by **** in their complaints, it is apparent that they are of limited financial means, and we are truly sympathetic to their situation. Given this, and the sentiments **** has expressed regarding their trust in our dealership, we feel that it is best that we return ****s vehicle to them so they can have their repair completed elsewhere. As a goodwill gesture to provide some financial assistance, we will not **** **** for the current diagnostic charges nor for the labor already incurred due to parts removal to complete the diagnosis. We will reassemble these parts back to their prior state before the vehicle was brought to us in May. **** will then be able to use the diagnosis already provided so they can shop various repair facilities to get the best value they can. We kindly ask that **** contact us upon receipt of this response so we can coordinate the exchange of their car and our loaner vehicle. We truly wish **** all the best. 
  

  Again, thank you very much for the opportunity to bring further clarification to this issue. 
  

  Respectfully, 
  

  *********************;
  General Manager 
  *** Tonkin Alfa Romeo & Fiat 
  ************

• Initial Complaint

  06/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle used car inspection was never completed on repairs needed to be done, company said it passed safety inspection when the vehicle is all over the road and difficult to brake. The vehicle has already had $660 done in repairs that I paid for since the company wouldnt do it. They sent ** some money that wasnt even near enough to pay for the front end repairs on driver side. This is the 2nd vehicle that they have sold me with major issues. I have a warranty but, that will not cover anything until selling dealership fixes everything on the Used car inspection report.

  

  Business response

  06/12/2023

  Good morning, 

  Per the BBB's request, the response to complaint ID ******** is attached above. Please note we have also included multiple exhibits above for your review.

  Thank you!

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last month we were in to buy a car with ***********************. We were hoping to cut our car payment in half because we couldnt afford our payment anymore. Unfortunately they werent able to get us financed to get rid of the big car payment. The only way they could get us financed was with the car payment and a new car. *********************** took us outside and told us since we were already going to file for bankruptcy to make sure we included our current vehicle, since we could not make the payment anymore and that would get rid of that big car payment. We would still have the new car that we were purchasing from him. Turns out this was really bad advice and illegal.. thanks ***************************** for getting us in even more trouble.

  

  Business response

  03/07/2023

  Good afternoon, 

  Per the BBB's request, I have attached the response regarding complaint ID ******** submitted by ************** 

  Thank you!

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021, I bought a 2018 ****** Forester from Tonkin Motors. I wrote check #*** for ****** and I paid ***** in cash. The car immediately (the first day) began to have problems. Over the past year, I have had the car in approximately 8 times. The Tonkin team lied to me about what was wrong with the car and pretended to fix it without disclosing that it had an unauthorized "aftermarket" catalytic converter and that the heat ******* had been removed. I just took it to an authorized ****** Dealership who correctly determined what had happened and told me that the repair will be ******** +. The dealership will not return my phone calls.

  

  Business response

  06/22/2022

  Please see attached.

  Customer response

  06/23/2022

   
  Complaint: 17432419
  
  I am rejecting this response because: It is factually inaccurate. I have TONS of documentation regarding this situation. Please let me know what you would like to see
  
  Sincerely,
  
  *******************

  

  Business response

  07/07/2022

  Good afternoon,
  Please find attached our 2nd response to Complaint ID ********.  I have also included an attachment with two documents in this response as well.  Please let me know if you need anything further.
  

  
  

  Customer response

  07/07/2022

   
  Complaint: 17432419
  
  I am rejecting this response because: I have paid to get the car fixed.  I have now invested approximately $5,000 in repairs. I do not wish to return the car. I am interested in reimbursement for undisclosed problems with the car.
  
  Sincerely,
  
  *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩