Business ProfileforFiehrer Motors Inc.

I purchased, for cash, a 2013 Buick Verano from Fiehrer, which states they bring the cars they sell up to "near certified standards." I've driven less than ***** miles in less than four months and have already had to replace the front and back brakes, at a cost of $700. This is not the quality I expected. My mechanic indicates that rust build-up and inexpensive brake pads and rotors are contributing to the loud squealing on slow stops.I contacted Fiehrer to tell them of the issue and simply to express that I'm unhappy with the purchase, knowing they are not legally responsible for any costs incurred after purchase. Still, it's important to me to express my opinion to the business before writing negative reviews to hopefully save others from the trouble I experienced.I spoke with *******************, who utilized a nasty, condescending tone, then loudly said "MY TONE IS NOT NASTY" when I said "Sir. It is not necessary to speak to me in that way."He also said in a commanding tone "This is what we need to do! We need to get that car in here to OUR mechanics! We used ** parts!"He also said that the issue could be with bearings and another issue. Out of curiosity, I researched the cost of each to learn that it would be a minimum $250, or more more likely $350, for each side of the car to fix. The cost remains the same regardless of the core issue, so there was no need to question my mechanics' finding, or my statement regarding the screeching being so loud that people on the street stop to check to be sure they aren't about to be a victim of an out-of-control vehicle. So, regardless of this employee's diagnostic of this vehicle sight unseen over the phone, there are obvious issues with this car. It should not make those sorts of rough noises at less than ***** miles driven off of the lot of this advertised "full service dealership."Futhermore, any in-person dealings with anyone who employs that nasty tone, afater I've had to drive 45 minutes each way to prove to them that the car they sold me DOES have issues when when they cannot offer any resolution -- would not be a wise or reasonable idea. I trust my mechanics with my life, have for years, and believe them to be the most truthful. The mechanical issue is obvious to myself, neighbors and bystanders. I have to wonder what could be happening in Fiehrer's shop where sub-quality parts are being used instead of the ** parts that the "sales manager" states were listed on their paperwork. (If I were the owner of the shop, I would investigate. )I do not recommend offering any business to this dealership. **************** should be allowed no further opportunity to ****, puff and condescend to any other customer. Customers should not have to spend hundreds of dollars within ***** miles of driving when a car has been, according to the sales team, brought to "near certified" standard. I'm seeking *** Fiehrer's email to communicate with him my dissatisfaction. Selling me a car of that low quality and then becoming aggressive when I communicate the issue is not the way a quality business should behave. I want to be sure the Fiehrer family is made aware of how their business is being run. I would want to know. Now, two weeks after having the back brakes replaced (photos are now available of the pads with pitting and shards, along with the rusted rotors), all of the tail lights are out on the right rear. This would be a minor issue, something almost expected when buying any used vehicle, but given the 7% of purchase price that I've had to already re-invest for safety/brake issues, this makes this vehicle from Fiehrer Motors Inc. the worst I've ever made.

Dear ********************:Thank you for writing about your experience here at Fiehrer Motors. We strive for excellence and apologize if we failed to meet your expectations.It is my understanding that your primary concern was the premature replacement of your brakes and the manner in how we handled the situation.I consulted with *********************** regarding your conversation. It was his personal opinion that he was extremely professional and empathetic regarding your situation. **************** invited you to bring the vehicle to our facility for an inspection. You mentioned that he diagnosed your vehicle sight unseen, however, he implored the importance beforehand of bringing your vehicle to us to have our certified technicians diagnose your concern. Without given an opportunity to perform a proper diagnosis, it is difficult to offer a resolution.You indicated that your personal mechanic implied inexpensive brake pads and rotors were installed on your vehicle. On April 12, 2021, we installed front new front pads (Part # ********) and new front rotors (Part # ********). The front pads are ACDelco Gold brake pads and backed by a 24-Month/Unlimited Mileage Warranty from General Motors. The front rotors are ACDelco Silver and backed by a 12-Month/Unlimited Mileage Warranty from General Motors.If there were a defect in the front brakes, this would have been a fully covered warrantable claim with no out-of-pocket expense. Again, emphasizing the importance of giving us an opportunity to perform an inspection. Also, depending on the business certifications of your personal repair facility, they should have been able to identify and assist you with your warranty coverage as well.In summary, we are sorry about this experience. Should you have concerns in the future, we would just ask that you afford us an opportunity to personally evaluate the concerns.Most Sincerely,*** F******

Dear Mr. ************************** you for your response. I regret that it has required communication via the BBB site in order to receive a statement from you. The resolution I sought then, and now, was a simple apology for my inconvenience, assurance that this is not the way you wish to run any business, and even a sincere invitation to work with you for any future needs. The situation would then have been resolved to my satisfaction.Instead, there are now several other points of customer service that require address. **************** may make any assertion of his professional demeanor during the exchange. However, shouting There is NO WAY! NO WAY!! THAT THOSE BRAKES NEED REPAIR and What we need to do is to get that car back in here!!! are not what I consider empathetic. No issue of clear apology was offered. No statement of possible warranty repair was offered.As there was no recording of the call whereby you may make an informed judgment as to the appropriateness of your employees communication, but lead to this level of verbal exchange through a third-party of the BBB, you may conclude that it was not to your customers satisfaction.Regarding bring my vehicle back to you to prove there were faulty issues: in fact, at the time of my call, my car was then under repair of the front brakes, the back having been repaired the month before. That vehicle was a public danger, screeching especially when going down hills to the point where people on the sidewalk rapidly looked. Driving it back to you, at 35 minutes travel each way, when spoken to in a manner which I deem to be crossing a boundary, was in no ones best interest. Photos of the front pads with shards and pitting, along with the rust build up after fewer than four months of my ownership are available. The front brake pad is listed as *************** with number that have been rubbed off due to, perhaps, a bad part begins with 1102(numbers obscured). Part numbers are not available, in so far as I see, on the item in question, and therefore your listing of them can be neither confirmed nor denied. Clearly though from the photos, those brakes and rotors did not wear well.I will, at your polite request, take even more time to forward those images to you, so that you can see what is is that you are selling.I again emphasize the fact that I was not then, or now, requesting free, or even reduced cost repair from your dealership.Instead, you have again complicated the issue to bring my small-business-owned mechanic, with whom I have dealt for many years in a pleasant, professional, and even empathetic manner by ensuring I had transportation to and from their shop, into this equation. It is not their duty to provide any service that originates with parts already on the vehicle. This has been an issue between the merchant and the customer owner.This blame shifting to another business who corrected, at my expense, an obvious issue with the merchandise you sold me, casts poorly on Fiehrer Motors. I spoke with one of your sales team, as discussed before writing to the BBB, thereby providing you with the opportunity to personally evaluate my concerns. Implication that I, the customer, need to handle a situation such as this in another way is again unacceptable.Should you have customer complaints in the future, I would just ask that you follow up with them on a personal level, and make arrangements for the safe, customer convenient inspection of the vehicle in question, if you so wish, before public communication becomes necessary. My one star review of your business stands, Mr. ********************* Regards,**************************************