Complaints

This profile includes complaints for DeSimone Auto Center City's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DeSimone Auto Center City

  11295 Roosevelt Blvd Philadelphia, PA 19154-2120

• 

  DeSimone Auto Center City

  518 N 2nd St Philadelphia, PA 19123-4216

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an *** car on may 31,2022 traded me all the ****** that never gave me any issues but with the gas prices I establish this as a good deal. A few weeks ago I notice the car had an odd vibration when I was driving on the highway for over 50 miles so I brought it back to the dealer, also the passenger side tire seems bender in I told them that when I brought it for services. They said that my tires will need to be replaced and aligned and charged me for the diagnostic even though I knew what the problem was I brought the car to see if it was covered under warranty or if not find out how much and get it fixed. They didn’t have the tire took my order and said they would be there the next day it took almost a week and I had to call them since they never call me back. They changed the tire and aligned them paying almost $700 but you can see the tire was still bent in I asked the check it again and they just sent me to another dealership in NJ which they couldn’t even bother to set the appointment for me. it’s a persistent vibration over 60mph and a safety issue. I want a resolution for this is a brand new car and should be covered under warranty I don’t feel safe driving this car and I’m paying a lot of money for it. 

  Business Response

  Date: 02/25/2023

  Unfortunately there is some miscommunication here. The vehicle in question wasnt purchased at our dealership. The vehicle came in for some alignment issues that we did convey we could not get it back to factory specs. We saw partial signs of physical damage and advised them that warranty wasnt an option. They did not like our suggestions witch where to take it back to the selling dealer if they had any further questions but based on our findings we could not process a warranty claim. We did try to align the vehicle and couldnt not. They were not charged for the alignment. 

  Customer Answer

  Date: 03/06/2023

  [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: I did purchase the vehicle at that dealership and the response you provided is not what I was told at the dealership.  I was told that the alignment was done and when I argued that the tires were not aligned I was referred to go to another dealership in NJ where they might have the tools is too far away from me. I’m driving a faulty vehicle that there’s no physical damage that is not true nothing happened to the vehicle for the tires not to be aligned 
  
  Regards,
  
  ****** ******
  

  Business Response

  Date: 03/30/2023

  Unfortunately there is a misunderstanding.. Maybe the message wasn't conveyed properly but you were explained that we could not get the tires aligned properly. you had an odd wear to your tires and we advised you need new tires. Unfortunately we could not get it to align and we advised you get them aligned somewhere else as we where not able to get them to spec. I have attached what you paid and clearly the alignment was not included. You were giving an initial quote that included the alignment but that is not what you paid for. I have attached the final bill and your receipt proving you where told that we could not get it to align and you where not charged for it. At this point there is not refund.

• Initial Complaint

  Date:01/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2013 ****** into *** on the blvd, DeSimone *** on 09/14/2022. I requested diagnostics for an unfamiliar intermittent noise and brakes along with routine maintenance and inspection. After hours of waiting, I was advised that the noise was coming from the idler pully and belt tensioner and needed to be replaced, along with 2 gaskets to repair an oil leak and light bulbs. I said ok to repairs and 6 hours later paid $855.83. The very next morning, I took the car back to the service department and advised them that the same noise was present. I also sent an email which is attached as well as a video of the noise. I requested to have more than one person inspect the noise, but they said that they did not hear it but suggested that it might be the alternator if it was the same noise that they did hear the day before. They asked me to bring the car back when it was making the noise for them to take a look at. I took the car back on 09/21/22, they confirmed that they heard the noise. They stated that the alternator would be more expensive than my total from 09/14/22 and offered to waive the diagnostic fee.(Which I had already paid for on 09/14/22). I explained that this should have been diagnosed properly and repaired on 09/14/22. They refused to take any responsibility for the misdiagnoses or the inconvenience of coming back 3 times.On November 28th while I was on my way to the homeless services building when my 2013 optima broke down just before I got onto i95. It was a terrible metal clicking and clanking noise.I was able to drive a few blocks back to my brother's house. While trying to determine what the problem was I came across identical issues on ******** Thinking that this may be an engine warranty issue and I would be reimbursed, I rented a car for 1 week. I got the car towed to ***********, now *********************************************, as I will never go back to Desimone *** on the Blvd.The car was dropped off overnight and *** in the service department called me on the morning of November 29th. He asked what was wrong with the car and I explained the situation and the noise.*** called me back about an hour later and stated that the problem was the engine and his engine tech is backed up until January. I called a few other dealerships who were also overwhelmed with engine and theft repairs. I asked the dealership if they would be able to provide a loaner vehicle but they stated that they no longer had loaner vehicles available.I called ***, I waited on hold for hours, I spoke to several people, I was hung up on, I was rushed off the phone and treated as if I was a bother. No one was able to offer any solutions or assistance.I am a single mother. I have a 2-year-old who I drop off at daycare and a 6-year-old in kindergarten. Being a single mother during the holidays, I had to make it to work and had to sacrifice my children's Christmas.I was left with no other option but to rent another car under the impression that there was an engine problem. *** in the service department also pulled my service records from ****** and said that it was likely a warranty issue since the car had regular service. My car was at ****************** now ********************************* from November 29th, 2022 to December 29th, 2022. The entire time I was unable to reach anyone from the dealership by phone and had to go in to actually speak to anyone.I did go in and begged *** just to get the diagnosis so that the warranty would cover the rental cars I was obligated to use. *** called me to let me know that he was able to get an engine tech to look at my car and that it was not the engine. He stated that the car passed the bearing clearance test and that my alternator and my starter had to be replaced. My car sat at the dealership for 30 days when it could have been repaired in 2 days. Not to mention that it should have been repaired at Desimone *** on the Blvd when I went in September.*** gave me a quote and still advised that he would not be able to repair it in a timely manner. I was also charged another diagnosis fee. I was again forced into another rental and had to pay for the car to be towed to *****************, which was able to repair the car in only a few days. When ***************** went over the car, I was informed that the repairs that I was charged for at DeSimone *** in September, were never made. Oil was still leaking from the same gasket that was said to be replaced, and tag lights were still out. I called *** corporate again to see if there was anything that could be done. They were unhelpful and went as far as to say my car was never at ******************************This is insane, I have been robbed of my time, my money, and my children's Christmas yet no one will take any responsibility.

  Business Response

  Date: 02/27/2023

  This is an unfortunate situation and unfortunately like many of the kia dealers in the are we are overwhelmed with work and a lack of technicians to address everyone's issue in a timely manner. I do understand where she is coming from, but from a technicians point of view the issues where repaired at the time and no noises where found. In fact stated by the customer she brought the car back in several of times and could confirm we did not hear the "recurring" issue  as she stated. We will not recommend repairs if we cannot duplicate the issues. The initial squeaking noises where caused by the tensioner pully and we replaced those. If there are more issues that clearly needed to be addressed that's part of maintaining the vehicle. I cannot speak for what another dealer can and cant do taking it to ******* now **** ***** unfortunately has nothing to do with us, and at times we will recommend they take it somewhere else if they do not like our services or recommendations they are free to get second opinions and have them repaired. This vehicle was only seen one time in our service department and it was for this issue, never prior or after and im sorry if we could not get it all right in one shot but all the repairs made where necessary and we recommend from cheapest to most expensive to save the consumers money and they are told that and aware. 

• Initial Complaint

  Date:11/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** has had my vehicle for an engine replacement for about 1 month now, during this time they have refused to help with a loaner and rental fees are only covered for 10 days through warranty that THEY PROVIDED. I purchased my vehicle certified to avoid any issues in the event of major work being needed, I have been trying to get help with the dealer directly but the mangers wont help, the GM won’t speak to customers and neither will the owner. I can’t even get a date of completion because the engine itself is on “back order” all I am asking is for them to provide a loaner while they have my vehicle which is not an unreasonable request, at this point the rental is costing me more than what I can afford and the engine failure was through no fault of my own. I even offered to put my personal insurance on a loaner so in the event there was an accident it would be covered, they are just refusing to help in any way. On top of that they reached out to offer to buy my car but won’t reach out about the work being done. This is my final attempt to get some kind of resolution. I’m all out of options. Please please please help me. 

  Business Response

  Date: 02/28/2023

  I completely understand the frustrations, unfortunately with many parts being back ordered are hands where tied. I wish we could have completed this sooner. The loaners unfortunately we could not offer anymore as many insurance companies are not covering them due to high theft and claims against the ***'s 

• Initial Complaint

  Date:09/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 19 July I was involved in an automobile accident and my vehicle was transported to Desimone Auto Body. Upon arriving at the shop, I was greeted by the staff and advised that they had the expertise to repair my car. I am now on 58 days of waiting and 9 delays without a repaired vehicle. On multiple occasions Desimone has told me they ordered parts from a supplier and the supplier is backordered. However, upon calling the same supplier on 4 separate occasions, they have stated there are no orders for Desimone and the missing parts are fully available in the warehouse. I physically visited the supplier today and they provided a print-out of the parts in question and historic orders from Desimone for my VIN, my vehicle type, and for my vehicle manufacturer since proving that Desimone has lied countless times. Desimone has charged me for the service and now refuse to make an effort to actually order the missing parts or finish the job and I am left with an unfinished vehicle.

  Business Response

  Date: 02/28/2023

  ******, sorry for the late response. if you issues have not been address already, what can i do to assist? ***** ***** General Manager 

  Customer Answer

  Date: 03/02/2023

  [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:

  - It was received nearly 6 months after the complaint was submitted

  - The work done by DeSimone was so poor that a second body shop had to be employed to correct multiple mistakes
  
  Regards,
  
  ******* ******

  Business Response

  Date: 03/06/2023

  Hello ******, at this point i see you have taken the vehicle to another shop. what if any resolution could i provide?

  Customer Answer

  Date: 03/12/2023

  [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 the follow-up offers no resolution.

  I would be curious to hear what the business proposes to do 6 months after they failed to do the original job with any quality.

  I will not consider the complaint resolved until we are compensated for 1) the work we had to have done by a more qualified shop, 2) the hours of time spent calling DeSimone to follow-up on status, 3) the time spent calling AND physically visiting **** parts in New Jersey to confirm what was available despite DeSimone lying and saying everything was ordered but not available on 4 separate occassions, and 4) the rental car cost incurred while DeSimone had the vehicle for nearly 8 weeks.

  Regards,
  
  ******* ******

  Business Response

  Date: 03/30/2023

  Please provide the receipts of what you paid for at our shop. Was this an insurance claim?

  Customer Answer

  Date: 04/08/2023

  [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 it offers no resolution or acknowledgment of Desimone's failures. Receipts for this job are attached.

  These do not include the receipt for multiple rental cars needed as Desimone took 8 weeks to complete repairs due to failure to order parts or properly manage the repairs. It also does not include the $4158 loss in value to the vehicle due to poor workmanship that resulted in a need to completely repaint the vehicle. 

  Regards,
  
  ******* ******