ComplaintsforRowe Auburn

• Initial Complaint

  07/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This complaint is for **** Hyundai Westbrook ***** not Auburn *****. I bought a brand new Hyundai Veloster in 2015 with a 10 year ******* mile warranty. I performed over and above all of the scheduled maintenance. At ****** miles I had issues with loss of power (very dangerous) and extremely high oil burn to the point where the vehicle would shut down. There were several recalls including one for the loss of power and oil burn so I took it in a YEAR AND A HALF AGO for the issues and they had my vehicle up until last night. I had gotten loaners throughout that time. Everytime I called, I would never receive a callback or any updates on my vehicle. The only time they responded is when I told them that the loaner I had needed maintenance and then they would just give me another loaner. They never pursued the recall through Hyundai because they said it was too difficult. They said they cleaned the carbon out of my engine and it should be fine. I was concerned that my vehicle had been sitting on the lot with no one driving it for a YEAR AND A HALF and emphasized that I had just put brand new brakes on right before I dropped it off to them and needed to have the whole vehicle checked out. They scraped the brakes and gave me new tires. They also said they would put a new sticker on and let me get my registration. I was waiting to hear back on the completion and my mileage. Last night I received 5 harassing and threatening calls and several text messages from an associate named **** saying that they need the loaner back now or they are calling the police because the vehicle needed to be registered, this was not true. I dropped my car off 4/20/21 and picked it up 7/18/22 with repairs not complete and worse issues. Parts thrown in the back, weak breaks and the car shakes. I am attaching all my service records and the record from what the dealership did for work during the year and a half.

  Business response

  07/19/2022

  Hello.  I'm sorry to see that you haven't had a great experience.  If possible, I was hoping we could talk sometime over the next day or two?  I would like to see how I can help.  Have a good night.

   

  Tell us why here...

  Customer response

  07/20/2022

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  04/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company purchases fake positive reviews from its employees. I know this because I was an employee and was encouraged to ask my friends to post a positive review as part of a contest where each positive review could win me $50. This is an illegal practice and I want the customers to be aware as well as discourage **** **** in Westbrook from doing this again. If you have to be dishonest about your business, then perhaps its not that good of a business. Reviews that mention a specific employees name were fake reviews, as the employee had to be directly mentioned in order to receive the money. They also had posts made on their quick lane page, ******* page and hyundai page.

  Business response

  04/18/2022

  Hi Hope,

       I am sorry to hear that you understood the incentive that way.  There was an incentive but it was not stated nor was it the intention to look for fake reviews.  This was designed as an extra incentive for employees to try and go out of there way to give customers a great experience so customers would want to name them in a positive review.  If anyone told you verbally to get fake reviews or you took it upon yourself to ask for them then that shouldnt have happened.  Often employees and customers work well together and a customer likes the person they worked with.  Many of the folks that visit our store are nice enough to leave positive reviews when they are asked if they had a good experience and told where to leave them.  Often customers leave nice reviews even when reviews are not mentioned. Yes we want positive reviews but real ones.  At this point in time there are various ******** accounts and ****** pages to leave reviews on and employees can help direct customers to those specific pages for their area of the store.  Also, when employees help to give a customer a good experience it can be helpful for new customers to see the employees name and at times they ask specifically to work with that employee.  Salespeople, service writers, as well as other employees deserve credit for a job well done and we hope it helps them to be able to work with more people by doing a good job.  We also have technicians that certain customers like to have work on their vehicles exclusively.  Lastly, I just want to repeat that we are not looking for fake reviews.  We have unfortunately not always met customer expectations but we as a store and individual employees have also often met or exceeded customer expectations which can be there to show a more complete picture.  There are real customers that have specifically named employees in some negative ways but thankfully mostly positive.  I know you werent with us very long so Im sorry you understood this that way and hopefully this clarifies the situation.  Have a good day.

  Customer response

  04/18/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  This is an attempt at **** **** in Westbrook to gaslight the situation  When the ******* himself said to ask friends and family to leave reviews, because ************* was, and I quote buying reviews again. Its clear ************* not only cant take responsibility for their actions, but also chooses to gaslight those who call them out for those actions. You should not have to offer an incentive to get reviews. A credible business would receive reviews organically. It absolutely is suspicious that *************************** received 5+ reviews in a row from customers the day this competition went active. I read the competition rules on PinkNotes, and it was not phrased as an encouragement to provide great customer service, as the business states, but to get positive reviews however necessary, and the other employees stated this and said it happens often. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Hope

   

   

  Business response

  04/20/2022

       There is no gaslighting.  Im sorry to see you feel that way.  We have had things like this in the past periodically where it was specifically stated to not ask for fake reviews.  That could have happened this time.  The goal is never for fake reviews.  Additionally, if one of our ******* told you to get fake reviews that shouldnt have happened.  We will try to find out who it was and talk with them.  I was unaware of the confusion before your note so afterwards made sure to send a message internally to our staff to clarify that we dont want any fake reviews.  With regards to Rich who you mentioned, he deals with sometimes 12, 15, and even 20 people a day.  Most customers are happy with him and if he asks them to leave a review with his name they often will.  Sometimes a person who is happy wasnt planning on leaving a review but will if the person they work with asks them to.  The store itself has many more people than that visit every day.  People may also need direction for where to leave a review as there are many places.  Im sorry there has been this confusion.

*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. ↩