ComplaintsforConicelli Autoplex

• Initial Complaint

  07/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Thur July 7, 2022 at about 1130am I received a scam likely call from ************. I picked the phone up and no one was on other end. So I hung up and blocked the number. Then a few moments later I received an email tell my credit application for a car loan has been processed. Since I don't live in the area, nor have I applied for any car loans, I found this incredibly nerve racking and worrisome. This turned out to be a pathetic attempt at a sales gimmick; yet caused me a great deal of pain since I have a neurological disorder, and this kind of stress causes flare ups in me. This email is beyond unethical, unprofessional and borderline illegal to tell me they have processed a credit application under my name without my permission.

  Business response

  07/13/2022

  July 13, 2022 
  

  Dear *** *******: 
  

  I am writing in response to your correspondence dated 7/8/22, regarding the above referenced complaint. On 7/6/22, we received a sales lead from a company we do business with called **** ****** ******* (***). Consumers who are interested in purchasing a vehicle, enroll online at the *** website, complete a credit application and must give their authorization before it is accepted and released by ***. *** sells these leads to not only our dealership but other auto dealerships in order to assist consumers with purchasing a vehicle and securing financing for the purchase. So this lead could have been sold to dealerships other than Conicelli. 
  

  Sincerely yours, 
  Paula D******** 
  Customer Relations Manager 
  

  Customer response

  07/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Sending an email claiming to process a credit application to someone who didn't input any information to a lead vendor is not acceptable.  I legitimately thought my identity was stolen.  The wording of the email, which I shared, was very concerning.  Their response made no mention of their assertive tactics being a threat to consumers.  They need to stop this behavior. They never verified that I was on the DNC list; they violated to TCPA, which carries a $10,000 fine - I'd like to report them for violating this.  Their lead vendor has sold my name multiple times, they have never reached out to the lead vendor per my request to get them to remove my information; another reason I am rejecting their response.  They took no ownership of their malicious behavior.
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  04/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 10, 2022 I went in to purchase vehicle after spending about three days negotiating over the phone and online. It was a pre owned 2015 ****. I was initially happy with the vehicle and the agreement that we had come to and was prepared to sign the paperwork. I live in New Jersey however I was purchasing the vehicle in Pennsylvania and I was slightly unsure of how the registration would be handled. I was working with a salesman named Harold who assured me the dealership we’ll take care of everything for me. He showed me how NJ tax was applied but it was on an application for a PA title!?! He double talked and moved on pushing the GAP insurance on me. I didn’t argue. I have a condition where getting agitated will cause a flight or fight reaction that I have no control over and It could last for days. For this reason I tried to go with the flow.. in Less than a week, The dashboard light for headlights service came on but none of the lights were out so it was a malfunction. I called Harold Who told me to bring it over to service . service was unable to resolve and told me to go to **** . Harold told me that I had a 60 day warranty and just go to ****. BUT that warranty was only for Conicelli and on top of that dash lights are not covered. Harold told me he would have a service manager contact me but that never happened and my lights are still flashing. I am disabled which , in NJ, Allows me to get a discount on registration. I just needed to turn in my receipt. I began looking at the paperwork. There was no receipt for NJ but I found two title applications for PA, a Discrepancy between the stated sales tax, And I was overcharged for registration. Harold told me he Pass the info onto managers but didn’t and nobody was able to figure it out. they kept referring me to a different person to contact who would refer me again. I got very angry and Harold said he wouldn’t deal with me angry but Then agreed to check on tags. Alas, no tags or reply. It’s 60 days

  Business response

  05/16/2022

  May 16, 2022 
  Dear *** *******: 
  This letter is in response to your correspondence dated 5/2/22. *** **********s complaint has been addressed by our Special Finance GSM and our Title Department Manager. We offer the following information. 
  *** *********, a resident of the State of New Jersey, purchased a pre-owned 2015 **** ******** from our ****** Used Car inventory on 3/10/22. Since then, *** ********* contacted our dealership and spoke with several employees regarding the concerns of being overcharged for title/registration fees and a dashboard light issue. 
  After meeting with our Special Finance GSM and Title Manager, we discovered the MV-1 form the customer received is not a New Jersey form. Consequently, the information on this form is incorrect. It was a clerical error on our Finance Manager's part to even print this form. 
  The numbers on *** **********s Buyer's Order and the financial agreement are the same except for the title/registration fees. These numbers are incorrect because the fees were calculated based on the sale of a "new" vehicle not pre-owned vehicle as *** ********* purchased. Therefore, once the title/registration paperwork has been finalized and the documents are returned to our title department by the New Jersey DMV, any overpayment of these fees will be promptly reimbursed to *** *********. 
  With regard to her concerns of the dashboard light, our Service Manager spoke with *** ********* 5/13/22, at which time we offered to have her vehicle picked up, swapped out with a rental car for her use. However, this morning, 5/16/22, *** ********* phoned and 
  declined our offer. She wishes to take her vehicle to ****** **** **** to have it diagnosed. Our Service Manager contacted ****** **** **** and spoke w/ a service advisor. They have his contact information and will keep in touch during the time her vehicle is in for service. 
  If there is any additional information you need, please don't hesitate to contact me directly @ 610-828-1400 ext ****. Thank you. 
  Sincerely yours, 
  Paula D******** Customer Relations Manager 
  
  

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 ** ****** on the beginning on March, after having the vehicle for over three weeks the vehicle started to make a noise at the front suspension, we ask one of the salesman and we were told to take the vehicle to the ** dealership since the vehicle still cover by the manufacture warranty which we did to find out that the vehicle was not cover under the warranty because the previous owner drove the vehicle into a flood, we contacted the Conicelli and explained the whole situation and I was told to call Mr Pat ( ******* service manager) to arrange an appointment which I did on Friday April 22/2022 but no luck, left a message but no one ever returned call, called again on Saturday April 23/2022 and spoke to someone at service which was not helpful at all since Mr Pat don’t work on weekends, finally on Monday April 25,2022 I was contacted by Mr Pat who told me to bring the vehicle in and he also mentioned that I had never called him on Friday which I did, I dropped off the vehicle that Money night and I never got a phone call from Mr Pat or any one else to let me know the status of my vehicle so I called them myself to find out that he was gone for the day so I spoke to Mr Antwan who said to me that the parts are on back order and mentioned that they will give me a rental or a loaner and that never happened, i received a call on Wednesday April 27, 2022 from Mr Pat and he was telling me that my car was ready to be picked up so I asked him if the car was fixed which he replied no but is safe to drive, I told him that I wanted that on writing since the problem is a front strut and that’s a safety issue and he started to laugh and said that that’s already on the work order, after many arguments with different staff members (Pat, Antwan, Paula) I finally got a call to go get it to find out that the check engine light is on which it wasn’t when the vehicle got dropped off ,they are really disrespectful, I was threat with no courtesy at all

  Business response

  05/04/2022

  May 4, 2022 
  Dear *** *******: 
  This letter is in response to your correspondence dated 4/29/2022, regarding the above referenced customer, ****** *******. The complaint has been addressed by our Used Car Sales Manager and Service Manager. We offer the following information. 
  *** ******* purchased a 2019 ** ****** from our ******* Used Car Inventory on 3/9/22. After he brought the vehicle back to us last week, we found an issue with one of the struts that we needed to replace. We found that this particular part was on backorder with the manufacturer. After making numerous phone calls to various locations, we found the part, 
  picked it up and installed it on 4/28/22. 
  As *** ******* was driving away after picking up his vehicle, the "check engine light" flashed on, unfortunately for the first time, which obviously we could not foresee this happening. He returned to the dealership and left the vehicle with our service department. We will be taking the vehicle to a ** dealer for diagnosis of a common code, and repairs will be made under ** warranty. In the meantime, we have placed *** ******* in a rental vehicle. 
  Our dealership is doing everything possible at this time and will be sure *** ******* is not responsible for paying anything out of pocket. *** ******* has phone numbers for both our GSM and Used Car Manager if he has any issues going forward and can reach out directly. If there is any additional information you need, please don't hesitate to contact me @ 610-828 1400 ext ****. Thank you. 
  Sincerely yours, 
  Paula D.
  Customer Relations Manager 
  

  Customer response

  05/05/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 1) it’s been a lack of communication since day one 2) A took me over twenty phone calls to get this whole situation to get moving 3) I have been disrespected in many ways by this company (staff) they have called a “ lier “ they have insulted my intelligence 4) they have only contacted me four times, one by text and three phone calls 5) Ms Paula had said to me that she’s not a mechanic to know anything 6) I was told that they will give me there straight phone number to call them and I DO NOT HAVE ANY NUMBERS 7) The check engine light WAS NOT FLASHING when I got the vehicle it was steady ON 8) I have to call again this week to know the status on my vehicle which no one knew when was the appointment with Volkswagen 9) they finally gave me a rental vehicle after I went in person and spoke to Mr Glen 10) no one care about customers, I was told that the vehicle was already funded and is NOT THEIR PROBLEM if I decided to call the bank all I will do is shoot my self on the foot because I will be the one losing and the make millions of dollars with all this banks and they won’t listen to me, I had called Ms Paula, Ms T.J. S**** and not a single person returned my calls or messages, since this started I had spoke with the salesman, with Mr Josh , Mr Antwan, Mr Pat, Mr Glen, Ms Paula and I left a message in Mr TJ S**** voicemail ( which he never responded) and my vehicle still getting fixed, it was park for a wheel at my house and I have to borrowed a vehicle for two weeks to go to work until they decided to get me a rental, unfortunately I believe they don’t care or have any sympathy for the customer that buy pre-owned vehicles from them
  
  Regards,
  
  ***************************
  

  Business response

  05/19/2022

  May 19, 2022 

  Dear *** *******: 
  

  This letter is in response to your correspondence dated 5/9/2022, regarding the above referenced customer, ****** *******. The customer's rejection of our initial response has been addressed. 
  
  1. We have been in touch with *** *******, calling him with the outcome since his vehicle arrived here. However, we have not called him every day.

  2. The reason for his numerous phone calls is because he started speaking with his salesman, questioning the vehicle after he had taken it to another ** dealer.

  3. We have no knowledge that anyone on our staff has disrespected *** ******* or called him a liar.

  4. I don't recall ever telling this customer that "I am not a mechanic".

  5. *** ******* was provided with phone numbers and extensions every time he asked for them.

  6. The check engine light was caused by a battery replacement before we received his vehicle; it was corrected by ******* **; our cost $168.

  7. Our Service Manager called ******* ** and scheduled his vehicle for an appointment on 5/2/22; the first appointment available with them was 5/6/22. We tried to drop the vehicle to them prior to this appointment but were informed that they only accept vehicles 24 hours in advance of an appointment. We advised *** ******* of this.

  8. We provided *** ******* with a rental vehicle but this was only after he refused to take the vehicle until we put in writing that if anything happened to him or his family while driving this vehicle, during the time we were waiting on the parts we ordered, we would be responsible. This tied up the car for about a week.

  9. Again, our dealership is doing everything possible and will be sure *** ******* is not responsible for paying anything out of pocket. 

  As informed previously, *** ******* has phone numbers for both our GSM and Used Car Manager if he has any issues going forward and can reach out directly. 
  I was informed today that *** *******'s vehicle has been back to the ** dealer twice. Our ****** Service Dept also looked at it. They found the front brake pads were knocking so we replaced them with a set of factory pads and the car is repaired. 
  

  If there is any additional information you need, please don't hesitate to contact me @ 610-828 1400 ext ****. Thank you. 
  

  Sincerely yours, 
  Paula D.
  Customer Relations Manager 
  

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on march 31 i went to conicelli to get a truck left the lot at 9:15 pm drive 30min and started have motor problems made it home ( my home is about 95 minutes from the dealership) next day i call them telling them im haveing issue with my brand new 2022 ****** ****** they tell me to drive it down i almost got in to 4 accidents and 1 was with my 2 kids in the car bc of the truck have issues. i get down to the dealership told them whats going on they would not issue me my original vehicle back and told me my would take a couple of weeks to get fixed under warnenty and and i was stuck with out a car to get home so they pretty much forced me to sell them the broken truck back to them for 47k after i just paid 55K and only haveing the truck for less then 12hours and making me carry over 7k in negative debt to another truck so i could get home, and they also told me one intrest rate and never told me they changed interest rate after i signed the paperwork , and told me once the paper work is signed nothing can be done. i very dissipointed and how they handed the situation. And after 2 day they are tring to sell the broken truck that is unsafe to drive to other people.

  Business response

  04/20/2022

  April 20, 2022

  Dear *** *******:
  
  This letter is in response to your correspondence dated 4/7/22, regarding the above referenced customer, ***** *******.  The complaint has been addressed by our ****** Assistant Sales Manager and we offer the following information.
  
  We were unable to “unwind” the original deal on the ****** ****** because *** ******* traded the ****** for the ******.  The deal was instantly funded as it was an “e-contract” so it was not a guarantee to be able to unwind.  Since the customer was happy when he left with the result, shook the sales manager’s hand and thanked him, we thought the problem was handled and the customer was satisfied when he left.
  
  On 4/12/22, our Ass’t Sales Manager spoke with *** *******.  We have resolved the concerns of this complaint and all parties are in agreement to compensate *** ******* two (2) days of work he missed, along with one (1) day of work his wife missed, for a total payment of $981.  Our Ass’t Sales Mgr emailed the information to *** ******* and he responded back “sounds good, thank you”.  *** ******* is satisfied and happy that we were concerned about his situation.  If there is any additional information you need, please don’t hesitate to contact me directly @ ###-###-#### ext ****.  Thank you.
  
  Sincerely yours,
  
  Paula D********
  Customer Relations Manager

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to express my displeasure with the events that took place while trying to repair my car. Wednesday, March 2, 2022, was the first time I experienced any difficulties with my 2016 ***** ***. I managed to drive the car to my apartment parking lot and made the decision to call my ***** Care roadside assistance to have it towed to Conicelli to be evaluated. At approximately 7:30 am, I started a claim and the wait time for my car to be towed was 90 to 120 minutes. I asked the ***** Care representative about obtaining a rental car, since my warranty covered it, while I wait for the tow truck. They clarified that I would be able to pick up a rental from **********, however, the cost wouldn't be covered until the car's problem was diagnosed. I said ok and walked to ********** to retrieve a car. My car was finally picked up at 2:04 pm. ******* stated that the relay subunit had to be ordered and it would arrive Monday, March 7 and that it would be covered under my warranty. He then stated that the battery would cost $160 to install and $220 to remove my remote start. Because there still was no clear reason given as to why my car malfunctioned, I asked them to explain to me what would happen if I went forward with removing my remote start and it turned out not to be the issue, will they reinstall it. He said no, however, I was welcome to purchase a ***** remote start for $720 and any malfunction from it would be covered by my warranty. I immediately expressed how I believed $220 was extremely expensive to remove something of that caliber. 3/6/22, the subunit was replaced and I was told my car was fixed. I entered and started my car and immediately was taken back by what was happening. Every light on the dashboard was lit, and this was extremely worrisome. I felt bullied into removing my remote start for $220 so that I could be sold a ***** brand remote start for $720. When asked about the price again, I was told labor. This was unacceptable. Theres more

  Business response

  04/22/2022

  April 22, 2022 
  

  Dear *** *******: 
  

  This letter is in response to your correspondence dated 4/19/22, regarding the above referenced customer. The complaint has been addressed by our ***** Service Manager and we offer the following information. 

  • *** ***********'s vehicle, a 2016 ***** ***** was towed to our service department 3/3/22 due to vehicle cutting off while driving; and then would not start. We replaced the ignition relay sub-unit under warranty; there was no charge to *** ***********.

  • At that time we advised her that the aftermarket remote start she had installed in her vehicle, was tied in with the ignition system and this may have also caused a concern with starting. Customer declined removal of the remote start.

  • Upon leaving she noticed the warning lights came on again. She left the vehicle and gave permission for us to remove the aftermarket remote start. We removed it, cleared all the codes from the computer and test drove her vehicle. No codes returned. Customer paid $222.60 for labor only; there was no diagnostic fee charged. 
  
  Since she picked up her vehicle, we have not spoken with *** *********** and assume that the issues with her vehicle are resolved. We offering no adjustments or refunds to the work that was performed and paid for. If there is any additional information you need, please don't hesitate to contact me directly @ 610-828-1400 ext ****. Thank you. 
  

  Sincerely yours, 
  

  Paula D.

  Customer Relations Manager 
  

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I made the mistake of dropping our car off at Conicelli for service back in October. After having it towed, we waited about a week before calling for a quote. They LOST the car!! Several days later they said that they have found the car, and now claimed that was body damage. They're blaming the damage on the towing company and the towing company is blaming them. They were supposed to be working on the car since October...every time we would call to check the status, we were told it was waiting on parts. Last week my husband called again and was told that they couldn't locate the vehicle...again. It's taken them a week, and me calling the vp for them to finally find the car...but how about. They NEVER fixed it!!!!!!!! They've had our car for 5 months and refuse to fix the car because of the mysterious body damage that no one seems to know where it came from. So now our family has been without a car for 5 months, and our car is now damaged....They're refusing to make things right, and are extremely rude about it.

  Business response

  03/30/2022

  March 30, 2022

  Dear *** *******: 
  

  This letter is in response to correspondence dated 3/18/22, regarding the above referenced complaint. We offer the following information. 
  

  The vehicle, a 2016 ****** ******, was towed to our ****** Service Department 10/26/2021. Our Service Advisor (Svs Adv) located the vehicle and took photographs (see attachments). When inspecting the vehicle, our Sus Adv noticed there was visible body damage on the exterior and there were quite a few car parts in the inside cabin of the vehicle. When asked about these parts, *** ***** stated that he had a private mechanic working on his vehicle for the last 6 months until the mechanic passed away. 
  

  Our Svs Adv sent the photographs to *** ***** on 10/27/21 and stated we were unable to service his vehicle due to the visible body damage. We advised *** ***** that, in order for our service department to begin work, the body damage needed to be addressed first. He was also advised we were unsure of how the body damage occurred and suggested that he reach out to the towing company that towed the vehicle to us. After he received the photographs, *** ***** did visit our service department to physically see his vehicle. 
  *** ***** responded back and asked us to have the vehicle towed to our body shop. He was advised we do not have a towing company that would move the vehicle free of charge. We also advised him it would be easier for him to reach out to his insurance company and ask them to have the vehicle towed to our body shop so an estimate for the body damage could be written up. 
  

  *** ***** responded 11/5/21 stating he was under the impression that our service department was actively working on repairing his vehicle. Our Svs Adv informed him his vehicle will have to be towed to our body shop first before any mechanical repairs can be made due to the condition of the vehicle. 
  

  *** ***** had the vehicle towed to our body shop, and on 12/22/21, our body shop estimator spoke w/ *** ***** who stated his vehicle was not in a collision; it was at a repair shop to have the transmission replaced; and body damage was from towing the vehicle. No estimate for body repairs was written; only photographs were taken. The customer then had the vehicle towed back to our service department. 
  

  As of today, the vehicle is still located on our service department property. We have no idea if *** ***** has reported any of this to his insurance company. We have not been contacted by anyone regarding his vehicle. It is evident that this vehicle has been previously repaired elsewhere due to the all of the parts that are laying throughout the vehicle. We choose not to repair it based on the condition of the vehicle. 
  

  If there is any additional information you need, please don't hesitate to contact me directly @ 610-828-1400 ext ****. Thank you. 
  

  Sincerely yours, 
  

  Paula D.

  Customer Relations 
  

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is copy/ pasted from the email I sent to the Vice President of the Conicelli auto dealership -I recently had my ****** serviced at Conicelli. It’s been there several times for issues with the driver side window not properly functioning… it would at times not open and other times function as designed. The previous visit they changed the window switch but that didn’t help. During this visit, I had the unfortunate luck of interacting with Oriana M****. She was incredibly rude and dismissive. I explained that the window is an intermittent problem and she berated me telling me I’m wrong because it was able to open when I arrived. (It wouldn’t open for me when I was driving there that day). We got into it and I told her I refused to work after she began using inappropriate language and yelling and requested Paul or Pat assist me. Paul took in my car and gave me a rental. The next day I received a call that they did in fact replicate the issue and would replace the motor. A week later it was done but when I picked the car up it had damage that was not there when I brought the car. I asked about the damage and was told it was a body shop issue that must be pre-existing. That car is driven by my wife to and from work. It has never been in an accident. I also spoke with my mechanic who recently rotated my wheels and he said there was no damage when he last saw the car. It is our belief that your mechanics and/ or Oriana Moore damaged my car intentionally out of spite due to our initial disagreement. I expect that Conicelli will correct this situation. The damage appears to be minor but we didn’t cause it and believe Conicelli should correct the damage and discipline the employee responsible for causing it.

  Business response

  02/25/2022

  February 25, 2022

  Dear *** *******: 
  

  This letter is in response to your correspondence dated today regarding the above referenced customer, ****** *****. The complaint has been addressed by our Hyundai Service Manager and we offer the following information. 
  

  Our service manager reached out to *** ***** earlier this week and has scheduled an appointment for him to come in to our Service Center on March 3, 2022. We will put him in a rental and make the repairs to his vehicle at no charge. 
  

  If there is any additional information you need, please don't hesitate to contact me directly @ ###-###-#### ext ****. Thank you. 
  

  Sincerely yours, 
  
  Paula D********

  Customer Relations Manager 
  

  Customer response

  03/04/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  12/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a ****** ***** from the Conicelli  AutoPark in Conshohocken.They gave us a price of $22,974.77 less $2500 for our trade in. We said that we would like to have $1000 more for our trade in and we would buy the car. The finance manager completed the paperwork and I signed it. My husband and I had drover over an hour to get there and neither of us were feeling well so I didn't scour the numbers until I got home and started to feel better. I noticed that they just added $465.80 to the original number quoted and only gave us $3000 for our trade in instead of the $3500 we had agreed upon. This was an overpayment of $1023.74 by paperwork being manipulated to look like we were getting the car for the price we wanted. I sent a letter to Mr. Conicelli but heard nothing in response. I am hoping you can help me with this situation. I feel this was fraud! I do have paperwork to show this but I will have to email it separately. I don't have a scanner at home.Thank you,*********************** ************

  Business response

  01/03/2022

  January 3, 2022

  Dear *** *******: 
  This letter is in response to your correspondence dated 12/27/21, regarding the above referenced customer, ***** ******. The complaint has been addressed by our General Sales Manager and Assistant Sales Manager. We offer the following response. 
  The vehicle, a 2015 ****** ***** was sold to *** ****** at $23,440. (See Buyer's Order attached). The trade-in vehicle was a 2008 ******** *** with 129,939 odometer miles. We offered $2,500 for the trade, but the customer wanted $1,000 more. We counter offered with an additional $500, making the trade in offer $3,000. The paperwork was prepared with a new sales structure showing the trade-in offered at $3,000 and $215 off on the sale price ($23,655), bringing the sale price to $23,400. The customer agreed to this and picked up the vehicle the following Saturday when the proceeds were available. Prior to delivery we also repaired the alloy wheel issue. They left very happy on the day of delivery. 
  If there is any additional information you need, please don't hesitate to contact me directly @ 610-828-1400 ext ****. Thank you. 
  

  Sincerely yours, 
  

  Paula D********

  Customer Relations Manager 

  Business response

  01/10/2022

  ******************, attached is our response to the last letter from the BBB on Friday 1/7/22.  Thank you, *****************************

  Customer response

  01/11/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter wanted to purchase a car from Conicelli Toyota. According to Conicelli she has a credit score of 746 and should qualify as an excellent candidate for financing. She has other lines of credit that are in good standing with a $22,000 downpayment. She was originally offered 5.9% financing. We balked and it was reduced to 4.9%. We were uncertain but put $1,000 as a deposit on a car, while we waited for an insurance settlement. with the understanding that we could change our mind. That night my daughter went on the Conicelli website, found the same car, and was offered 3.9%. I emailed the company asking why the rate was different. No response. We went to the dealership to question the rate and were told 4.9% was the best they could do and that the online rate was "inflated" and that 4.9% was the best rate she could get. Interesting, that when she isn't seen she is offered 3.9% but when she presents as a young ***** woman she is offered 5.9%. We wanted to think about it and were told we could cancel the agreement. We went to another dealer the next day and were offered 2.9% on a new car and 3.5% on a used car. We purchased a vehicle. I emailed the gentlemen who we spoke to the night before asking to cancel the agreement and refund the deposit. No response. A week later I called the salesman who said he knew nothing about the deal but the car was listed as available for sale. I told him we purchased another car and he suggested that we should have contacted him and he could have gotten a better rate. That was kind of him but we shouldn't need him to get the best rate. He said he would find out how the refund would be made and call me. No call. I just want our deposit back in full.

  Business response

  11/19/2021

  November 19, 2021 

  Dear *** *******: 
  

  This letter is in response to your correspondence dated 11/15/21, regarding the above referenced customer. The complaint has been reviewed and addressed by our General Sales Manager and the Finance Manager. 
  

  Our Finance Manager contacted the customer's daughter on 11/15/21 asking for her credit card number so we could process the $1,000 refund directly back to her credit card, which was the original form of payment for the deposit she made. The refund transaction was completed by our Finance Department on 11/17/21. 
  

  If there is any additional information you need, please don't hesitate to contact me directly @ ###-###-#### ext ****. Thank you. 
  

  Sincerely yours, 
  Paula D.

  Customer Relations Manager 
  

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