Complaints

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

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  Goldstein Auto Group

  1671 Central Avenue Albany, NY 12205

• 

  Goldstein Auto Group

  1754 Central Ave Albany, NY 12212

• 

  Goldstein Auto Group

  1673 Central Ave Albany, NY 12205-4021

• 

  Goldstein Auto Group

  PO Box 12130 Albany, NY 12212-2130

• 

  Goldstein Auto Group

  1754 Central Ave Albany, NY 12205-4701

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:08/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  August 6, 2024
  
  I thought I’d give Goldstein ****** another chance. I kept calling for an appointment, as promised, but I was continually told that someone would call me back. Yet, no one has. My father even called, and we were both repeatedly told that we would receive a call back.
  
  This situation reinforces my previous point: Goldstein ****** makes promises but simply doesn't deliver. They are eager to take your money, but when it comes to providing post-sale support, they toss you aside.
  
  FYI: This is not an old or used car. It's a relatively new vehicle that should not be experiencing these issues, making the lack of support even more unacceptable.
  
  June 21, 2024 I called to request an emergency appointment because my car unexpectedly stopped working (computer system, everything just shut down in the middle of the highway)The representative I spoke with informed me that they couldn't schedule an emergency appointment. I explained that I urgently need my car for work, as I commute three hours each way, and asked for a loaner car until mine is fixed. Unfortunately, I was told that no loaner cars were available.
  
  When I bought my car, I was promised certain services, including loaner cars. It's frustrating that these services are unavailable when I need them most. I expressed my concerns to the representative, who responded dismissively, asking, "What do you want me to do?" I then requested to speak with a supervisor but received the same unhelpful response.
  
  This experience has been extremely disappointing, especially considering that I paid for services that were not delivered as promised. Given my interaction with the supervisor and customer service representative, it's clear they don't care to help me.
  
  All i'm asking for is an appointment for them to fix my car.

  Business Response

  Date: 08/13/2024

  To Whom it may concern, ****** ***** has sent us an email that they have made arrangements with another ****** dealership for repair. Please see the email below. We consider this matter closed. Hello, I hope this message finds you well. I wanted to bring to your attention that I
  called your office today at 1:10 PM and left a message with the receptionist,
  who assured me it would be passed along to you. The reason for my call was to inform you that
  there’s no need to schedule an appointment for me, as I’ve already secured a
  loaner car and have a service appointment scheduled with ********** ****** early this morning.However, I must express my disappointment with
  the communication I’ve received throughout this process. Having purchased three
  vehicles from your location, with a fourth on the way for my little brother,
  I’ve come to expect a higher standard of service. Unfortunately, the repeated
  delays and lack of follow-up have been frustrating, particularly given my
  commitment to your location As a loyal customer, I hope that in the future,
  we can improve the communication process to avoid ongoing issues with missed
  callbacks. Clear and timely communication is all I ask for, and I believe it’s
  crucial to maintaining a strong customer relationship. Thank you for your attention to this matter.****** *****

  Customer Answer

  Date: 08/13/2024

  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

  Date:07/23/2024

  Type:Product 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.

  When I purchased my car, I purchased a maintenance package. The car was totaled December 26. I contacted the business for a refund. I provided the information in Parties writing in April. I’ve called the business several times and always told I will get a check by the end of the week, it is now July, and I still have not received the refund.

  Business Response

  Date: 08/13/2024

  To whom it may concern, 
  Ms ************* did contact us in January 2024 to cancel the maintenance package on the vehicle in question. We started the cancellation process at that time. Unfortunately she did not provide us with all the required paperwork ( odometer statement and lien release )  to send to the service contract company. Unfortunately we did not get the required paperwork from the customer until April of this year.  Due to the time lag on the paperwork the original request for cancellation had timed out. Cancellations that happen over 90-days after the event are unable to be processed fully by the dealership and require direct processing from the Service Contract company.  We are currently working with them to get this handled and are working through an escalation process on that side. 

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  
  *** *************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/03/2024

  Type:Product 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.

  My son brought our car in for a oil change and inspection, then I was sent a video stated everything was good to pass inspection, except for a broken lug that accured when the tech removed the wheel. In the video inspection the tech never mentioned anything about the brakes being bad. I called and talked to the advisor and explained I was the owner of the car, and I was ok with them fixing the lug, but didn't think it would be an extra 109.00 dollars. My son was waiting at the dealership and a couple more hours had passed, so I figured I would call to check up on things. I was then told the car was getting full back brakes, and needed them to pass inspection. Number one, the back brakes were not even close to metal on metal, no sensor was tripped, and I never heard any noises from the wear strip. I told the advisor that I was the owner and to call me if
  anything was wrong. So I requested to talk with a manager and from the start he wasn't being argumentative, kept over talking me, and just kept saying one thing, then changing the story. He Basically said my 19 year old son authorized the service, and maybe he should of called me. I said no you're advisor should have called me. Long story short, we argued over the phone a
  couple of times, both getting pretty upset
  and then I was told the service was going to be around 575.00. The manager asked what amount off would make me happy. I said 150.00, stating that my son is a college kid that works hard, and probably didn't think to ask to see the brakes. The advisor called back and was speaking in a lower tone, and admitted that the tech should have spotted the brake issue in the video, and notified the advisor and me. Then said he could take a 100 dollars off and I was ok with that. Just to find out that when my son got home and showed me the bill, it was 622.00, not 475.00 + tax like it should have been. All they did was subtract 100, and additional items on the bill. I have bought a couple cars there, and would never again due to this experience. Plus they charged labor to fix the lug nut they broke, which is kind of double dipping, because if you already have the rotor and caliper off, then the lug should be easy to change.

  Business Response

  Date: 02/06/2024

  In regards to the complaint from ****** ****** #********.****** ****** (the adult son)
  brought the 2009 ***** ****** to us for an oil change, tire rotation and an
  annual New York State Safety Inspection. Our technician performed a preliminary
  evaluation of the vehicle via video and sent it to Mr. ******. During the video
  evaluation the technician discovered that one of the lug studs was broken off
  in the lug nut. This information and estimate was presented to ****** ****** (
  the adult son) and work was approved to replace the stud in addition to
  requested work.  During the actual NYS inspection of the vehicle, the
  technician noticed that the rear brake pads did not pass NYS inspection
  requirements. An estimate to replace the rear brakes was prepared and presented
  to ****** ****** ( the adult son) who approved the needed repairs. We then performed the authorized work. Then ****** ****** (
  the father) called the dealership to discuss the work on the vehicle and the
  cost. Since we do value our customers a $100 discount was applied to the work
  that had already been performed on the vehicle. It appears ****** ****** ( the
  father) mis-understood that the $100 discount was to the brake job and that
  there would still be a charge for oil change, tire rotation and the parts and
  labor to replace the failure of the wheel stud and lug nut.  At this time, we do not feel a refund of work that was approved and already
  completed is warranted and decline to do so. 

  Customer Answer

  Date: 02/06/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  [The information provided from the (Manager) is incorrect. The technician sent the video after fully inspecting the vehicle for any defects or safety concern that would result in a "Failed NY state inspection". The technician stated that everything else looked good and would pass inspection, except for the lug nut that he broke taking the wheel off. Further more, I was quoted (not my adult son) 575.00, with the oil change, tire rotation, wheel stud and back brakes. The other issue I have with the dealership (Manager) is that he was very unprofessional and double dipped the labor for the lug nut, as the rotors, caliper and brake pad we're already removed, then why was I charged twice for labor. ] I have the video to prove what the technician confirmed during the full inspection of the car, and will attach if needed. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 02/21/2024

  BBB spoke to the business owner and the following was relayed: We stand by our original response.  The work was authorized, completed and billed for accordingly and correctly.  There are no billing errors.  In fact, there was $100 discount applied.  The work was authorized.  

  Customer Answer

  Date: 02/27/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   
  [The business keep saying the samething over, and over again. They screwed up a few times. One time was even caught on Video.  The tech said on video that everything was fine to pass inspection,  minus the wheel lug that he broke. Plus the double dipping for labor. Then I was told a 100 dollars would be taken off the bill, which wasn't the case, they just added additional charges. I will never recommend any family or friends to purchase a vehicle, or to get service done. The manager is very unprofessional and this place will rip you off if they're allowed. If this doesn't get resolved, I will be reaching out to the owner and the attorney general] 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 03/02/2024

  To whom it may concern, Goldstein Buick GMC will reiterate that any and all required
  work discovered during the preliminary and actual NY State inspection process
  was presented to ****** ****** ( the son)  with an estimate. ****** ******
  ( the son ) approved all work we performed on the vehicle. Since we value all
  of our customers when ****** ****** ( the father) expressed his opinions we
  offered a goodwill discount of $100 on the total bill for all work previously
  authorized by his son.  We will continue to stand by our decision that no refund or
  additional discount is warranted.  

• Initial Complaint

  Date:10/05/2023

  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 brought my vehicle in for repairs. I paid for a full diagnostic to be done due to my check engine light being on. I was given a breakdown of repairs, even sent a video of my vehicle lifted and the mechanic saying everything looks good but a hose needs to be replaced. I trusted this dealership to complete the repairs correctly. The first visit as soon as I drove off the lot the light came back on. I had to bring the vehicle back in the next day. I was told they couldn’t complete the run test because I had a 1/2 a tank of gas? That alone should’ve made me run because why give the vehicle back knowing repairs weren’t 100% complete but I wanted the repairs to be done by a vendor who warrants their work. That’s why I was willing to pay that type of money for repairs. The gentleman Fred was very apologetic and gave me a rental car for the inconvenience while they ran the test. Fast forward, I returned about 3 months later to complete the recommended repairs. After 2 weeks the vehicle started malfunctioning.I called and was told by Fred “the car is old”. They have yet to reach out and assist. He has made it clear that he will charge me again for another diagnostic test that there’s no way it’s from prior repairs. At this point, this dealership is a fraud. I strongly feel it’s because I’m a women that they are brushing me off. Also, they never have any availability, it’s months out.

  Business Response

  Date: 10/23/2023

  To Whom it may concern, We understand ******** ******** is upset that her vehicle
  has issues. She has also told us on multiple occasions that subsequent concerns
  are all due to the original reason she brought the vehicle to us, which is not
  the case.  There is no fraud taking place, nor is she being treated
  differently due to being a woman. Unfortunately as vehicles are used and age,
  issues can occur and will need to be repaired. We have tried to work with ******** on multiple occasions
  and have ordered parts to repair the vehicle and unfortunately ******** did not
  show for the appointment to make the repair nor inform us she would not be able
  to make the appointment scheduled for her.  If she would like us to
  diagnose any current or future concerns, she would have to pay for the diagnosis
  and any required repairs.   

  Customer Answer

  Date: 10/27/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  The response from the business is not a resolution. Once again, they are not taking accountability that their mechanic may have forgotten to do a thorough check. It can be something so simple like a loose screw. My engine is making a noise but the engine light is not on.  They acknowledge repairs are needed by stating they have ordered parts for me. That I was never made aware of or contacted to bring my vehicle in. I have called numerous times and the phone just rings. Also, their calendar is booked months out. I contacted the dealership 2 months ago because I was running 5 minutes late and was told I need to reschedule. If I initially paid for a full diagnostic test due my engine light being on, why would I pay for another? I’m just one of the many customers that have submitted complaints regarding this dealership. I refuse to do business with an establishment who embezzles money from their customers. I would like it noted so I can avoid someone becoming another victim and getting ripped off. 
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:07/18/2023

  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 brought in my 2018 Jeep Campus to have my sunroof looked at. I was told I would be charged a diagnostic fee of $170 to determine what's wrong with the vehicle. Brian called me back and stated they needed to replace the auxiliary battery for $260 before they can go any further with the diagnostic. I agreed. He called me back and stated they need to charge me for 3 hours of labor to remove the motor of the sunroof to determine if it is a wiring problem or the motor. I told him I paid to run a diagnostic to determine the problem and that should include electrical wiring. He had no response. I told him no to anymore charges and to give my car back. I was charge $170 for the diagnostic and it wasn't completed. $469 later and I still don't know what's wrong with my sunroof. I want the service I paid for. Complete the diagnostic and tell me what's wrong with my sunroof. When I asked again while paying about why I paid $170 for diagnostic that wasn't completed, he said either way the motor has to come out to go any further, so you would’ve been charged regardless. He didn't say the diagnostic starts at $170 depending on what we find when i brough my car in. He said it was $170 to run a diagnostic to find out what's wrong with my sunroof and still $469 later they can't tell me what's wrong with my car. He wasn't honest or upfront about the billing with me. That's false advertisement and appears he just trying to get money out of me. I want the service I paid for. Complete the diagnostic and tell me what's wrong with my car.

  Business Response

  Date: 08/04/2023

  To whom it may concern,
  We have tried to contact Mr. ***** on multiple occasions
  before and after receiving his complaint. He has not responded to us.
  The diagnostic charge Mr. ***** paid was an initial
  diagnostic fee to look into his sunroof concern. Our technician did look into
  the concern and determined that the auxiliary battery had failed and that we
  would need to replace that before being able to move forward. At the same time
  the technician determined that more  time would be needed beyond the
  initial estimate and this would require an additional charge.  Mr. *****
  declined to  have us look into the issue any further.
  We have provided Mr. ***** with possible options on what
  could be wrong with the vehicle and the associated charges to repair depending
  on what we find. If Mr. ***** wishes to move forward with determining the cause
  of the issue and a repair, he can contact us. 

• Initial Complaint

  Date:06/13/2023

  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.

  Due to being in a car acciden on 4/26/23, I contacted ***** on the same day to inform ***** of the accident and damages to my back bumper. ***** informed me that I could get my back bumper fixed with one of their partners, which I agreed to. On 5/11/23, I dropped my car off to the Goldstein Collision Center at 1669 Central Ave, Colonie, NY 12205. I showed Mandy, an employee at Goldstein, exactly where the damages where on the back bumper and she informed me that this would be resolved with two days. Unfortunately, this was not the case.
  
  My vehicle sat at Goldstein Collision Center from 5/11-5/26/23 (15 days) without any repairs being made as attempts were being made to total my vehicle. On the the 15th day, I went to Goldstein Collision Center to retrieve my vehicle. Upon my arrival I discovered that my front bumper was removed. Notably, Goldstein Collision Center should have only focused their attention to the back of my vehicle as I had previously informed Mandy where the damages were located.
  
  I requested that my vehicle immediately be put back together. During the mechanic first attempt, he did not put my bumper back on correctly as there was too much space between the front bumper and the hood of the car. I requested they make a second attempt, as I wanted my vehicle to be returned to me the same way I brought my vehicle in to their shop. When my car was brought out for the second time, I had believed that the issue was resolved.
  
  It was not until 05/27/23, that I discovered three large plastic pieces that should be near the front wheels, stuffed into my trunk by Goldstein Collision Center. As well as a plastic zip tie holding up my bumper. It is important to note, that this zip tie was not there before and previously there was no issue with my front bumper being attached to my vehicle.
  
  Since I retrieve my vehicle the, "Check Engine" light has been on and my vehicle now makes tapping sounds. I would like my vehicle returned to it's original state.

  Business Response

  Date: 06/29/2023

  We have contacted
  Geneva and in coordination with ***** have arranged for the vehicle to be
  brought back to us to address her concerns. The vehicle is currently in our
  shop and we anticipate having the work completed today. 

• Initial Complaint

  Date:02/02/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In 2015 I purchased a new ****** from this dealership, and also purchased a 7 year paint protection package which was $400. This is something that is applied at the dealership annually, so once a year for 7 years. In 2016 I went to the dealership for an oil change and light bulb replacement. I waited 2+ hours, and they put the wrong oil in my car and neglected to change the light bulb, so I filed a complaint, which I do still think was justified. When contacting this dealership recently (almost 7 years after the original complaint) for service and the paint protection application I was told I am no longer welcome at their establishment due to the complaint I filed 7 years ago, and this was coming directly from the owner. Being banned from the dealership is completely fine with me, and I have since found a great service shop, but I essentially paid for a service (7 Paint Protection applications), and only received 2 due to their own mistakes, and then blacklisted me from their service center. Fair is fair, and I think a refund of at least half of the $400 paint protection package I purchased be refunded is fair, as I did pay in full and upfront for the service, but received less than half of the paint protection applications.

  Business Response

  Date: 02/06/2023

  Hello Lou Anne,
  Due to the age of the transaction and the circumstances, we
  will agree to the customers request for a refund of $200. A check will be
  mailed to the customer.

  DJ M******
  Goldstein Auto Group 

  Customer Answer

  Date: 02/15/2023

  The consumer left a message for BBB stating the check was received and he is satisfied.

• Initial Complaint

  Date:12/29/2022

  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.

  I purchased a 2019 Jeep cherokee from this dealership on February 7, 2022. I have been back to the dealership multiple times for multiple issues to be fixed with documents to prove this. I went to the dealership on 12/28/2022 to get service for an oil change and have the vehicle looked at due to a clicking noise when stepping on the brakes that has been overlooked numerous times. The general manager drove my vehicle around the parking lot and came back into the dealership to tell me they were refusing service to me and that i was lying about any issues going on with my vehicle, he then handed me my key to the vehicle and told me to get out and they werent doing anything about it. This is not being done in good faith and honoring any repairs they still need to fix and now because of this i will be responsible for my own repairs out of pocket to hopefully fix my vehicle. This was also done in front of my 12 year old daugher

  Business Response

  Date: 12/29/2022

  To Whom it may concern:  Ms. ****** Purchased the **** ******** on 2/7/22 with 55,828 miles on the odometer. At her last service, on 10/6/22 at 69,720 miles (8 months and 14,000 miles after delivery), she had several concerns:   Clicking While Braking: the concern was addressed and documented via video as a Damaged Slide Pin in the left Front Caliper Bracket. Damaged components are not a covered item – however, we did make sure there was not an out of pocket expense to the customer and repaired the vehicle.  Technician described as a “clunk” not a “click” Auto Stop Start Light on: Verified Concern, replaced hood switch – all resolved.  Vehicle won’t go over 60mph after sitting all day: Unable to verify concern.  Rattle upon acceleration: Verified concern.  Exhaust Flex Pipe shows corrosion and cracking (verified on video).  Repair to this item is not covered under any warranty or service contract.  Hesitation while driving and temperature gauge increasing:  Could not verify concern after testing and road testing.    Customer was given a Rental Vehicle at no charge during this time period.  During this time, the customer Lost the Key to the Rental Vehicle, and has refused to pay for the Key.  After picking up the vehicle from that visit, the customer called and used vulgar language repeatedly  - even after conversations regarding the dealership agreeing to cover half of the repair to the flex pipe.  Customer said that she would never let us touch the vehicle again and agreed not to do business with us.   Customer called in on 11/15 demanding that we look at her vehicle because it is clicking – she said that she only had availability that day and wanted to be seen immediately.  We told her that we do indeed warranty our work, and, we would be willing to have a Service Director ride with her to verify the concern – we would not agree to repair the vehicle that day and  would not agree to covering any diagnosis if we did proceed to look at the vehicle and the repairs were not covered.  We also let her know that, under no circumstances would we tolerate any foul language, disparaging comments or disruptive behavior.  Customer agreed to these terms.  Customer then called back later in the day to say that she would not be bringing the vehicle in and again, will never let us touch the vehicle again.   On 12/28/22 the Customer appeared in the dealership looking to have her oil changed – at 80,516 miles,  and schedule an appointment for a “clicking noise” when braking.  After a discussion with the General Manager, he drove the vehicle, could not duplicate the concern, and gave the keys back to the customer.  The customer confirmed that, besides the noise she is hearing, there is no performance issue with the vehicle.  She stated the vehicle stops and accelerates perfectly fine.   The General Manager spoke to the customer about their prior conversations agreeing not to service the vehicle here and the customer left the premises.    It should be noted that, from date of 10/6/22 to 12/28/22 that the customer drove 10,796 miles on the vehicle. If the customer had felt the vehicle was not operating properly, since last repair on 10/6/22,  Which is a total of 24,688 miles since the vehicle delivery, there should have been a more diligent attempt at servicing prior.  Also, with no performance issues in over 10,000 miles, there is no indication that there is any type of safety concern.   We decline to refund her vehicle purchase and-exercise our right to refuse service.  We will however honor her request to refund her service contracts, per the terms of those agreements, pro-rats, with the proceeds going to her lienholder.  DJ M****** Goldstein Auto Group 

  Customer Answer

  Date: 01/03/2023

  I also have further documentation supporting all of this. There is also still issues with the vehicle despite the dealership claiming they were fixed. The brakes still click when I press on them as well as when I turn the steering wheel. The start stop light still comes on despite them replacing it. I've brought all this up and the gratitude I received was being told I could no longer have my vehicle serviced by them because I mentioned the fact the issues keep getting over looked. Warranty states being covered for up to 100,000 miles my vehicle has not reached that mileage and still needs work completed that the dealership as failed to complete despite multiple times of me bringing the vehicle to them since my warranty is only good through them. I also did not sign any paperwork  stating to cancel anything on my behalf 

  Business Response

  Date: 01/18/2023

  Below is our response to the original BBB complaint on 12/29/22. Please note Ms. ****** requested we cancel the service contract on her vehicle and that has been processed.  To Whom it may concern:  Ms. ****** Purchased the **** ******** on 2/7/22 with 55,828 miles on the odometer. At her last service, on 10/6/22 at 69,720 miles (8 months and 14,000 miles after delivery), she had several concerns:   Clicking While Braking: the concern was addressed and documented via video as a Damaged Slide Pin in the left Front Caliper Bracket. Damaged components are not a covered item – however, we did make sure there was not an out of pocket expense to the customer and repaired the vehicle.  Technician described as a “clunk” not a “click” Auto Stop Start Light on: Verified Concern, replaced hood switch – all resolved.  Vehicle won’t go over 60mph after sitting all day: Unable to verify concern.  Rattle upon acceleration: Verified concern.  Exhaust Flex Pipe shows corrosion and cracking (verified on video).  Repair to this item is not covered under any warranty or service contract.  Hesitation while driving and temperature gauge increasing:  Could not verify concern after testing and road testing.    Customer was given a Rental Vehicle at no charge during this time period.  During this time, the customer Lost the Key to the Rental Vehicle, and has refused to pay for the Key.  After picking up the vehicle from that visit, the customer called and used vulgar language repeatedly  - even after conversations regarding the dealership agreeing to cover half of the repair to the flex pipe.  Customer said that she would never let us touch the vehicle again and agreed not to do business with us.   Customer called in on 11/15 demanding that we look at her vehicle because it is clicking – she said that she only had availability that day and wanted to be seen immediately.  We told her that we do indeed warranty our work, and, we would be willing to have a Service Director ride with her to verify the concern – we would not agree to repair the vehicle that day and  would not agree to covering any diagnosis if we did proceed to look at the vehicle and the repairs were not covered.  We also let her know that, under no circumstances would we tolerate any foul language, disparaging comments or disruptive behavior.  Customer agreed to these terms.  Customer then called back later in the day to say that she would not be bringing the vehicle in and again, will never let us touch the vehicle again.   On 12/28/22 the Customer appeared in the dealership looking to have her oil changed – at 80,516 miles,  and schedule an appointment for a “clicking noise” when braking.  After a discussion with the General Manager, he drove the vehicle, could not duplicate the concern, and gave the keys back to the customer.  The customer confirmed that, besides the noise she is hearing, there is no performance issue with the vehicle.  She stated the vehicle stops and accelerates perfectly fine.   The General Manager spoke to the customer about their prior conversations agreeing not to service the vehicle here and the customer left the premises.    It should be noted that, from date of 10/6/22 to 12/28/22 that the customer drove 10,796 miles on the vehicle. If the customer had felt the vehicle was not operating properly, since last repair on 10/6/22,  Which is a total of 24,688 miles since the vehicle delivery, there should have been a more diligent attempt at servicing prior.  Also, with no performance issues in over 10,000 miles, there is no indication that there is any type of safety concern.   We decline to refund her vehicle purchase and-exercise our right to refuse service.  We will however honor her request to refund her service contracts, per the terms of those agreements, pro-rata, with the proceeds going to her lienholder.  DJ M****** Goldstein Auto Group 

• Initial Complaint

  Date:12/13/2022

  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.

  There are a number of unsettled issues, this is one of them. There has been a history of issues with the 2013 **** *** ******* van. At this Time there is still an issue with the heater … possible wiring issues…when on at times, the heater makes loud noises and or doesn’t work at all. It is a danger in the winter. When I complained about another issue, which we can deal with another time, and also an issue about my vehicle quitting while driving,…. I was told not to come back. They did not fulfill their obligation to fix the faulty unit correctly or wiring in the heater or system that cause it before created another issue. There has been recurrent issues that appear to originate in the dash. I was told by ********, an issue unresolved prior to warranty expiration would have coverage. There is a faulty policy with Goldstein that they won’t fix an item under warranty unless they see it happen!!! I drove vehicle there to be observed on more than one occasion. It was observed by an employee manager, who acknowledged issues, who is no longer there. It was also mentioned during the situation with my van quitting while DRIVING!!!!! This is not a vehicle that has the built in stall while at stop. I have lost power multiple times while driving. Goldstein, while refusing to work on our van, needs to make arrangements for another ******** dealership to pick up where they failed my family for issues that existed.
  
  Some of our records, which could include Ashton observing unresolved issues in the dash where an instrument was used under the dash and found problems along with grinding noises in the dash with blower on, could be stored under another van that we did not purchase but is in their system. It is time to make good on issues. This one first.

  Business Response

  Date: 12/20/2022

  To whom it may concern,When the ******* purchased their 2013 ******** **** *** ******* in June of 2013 they also purchased a 7 year 100,000 mile service
  contract  which expired in June of 2020.  The last visit to us for
  service was in April of 2022 at 114,142 miles and we were unable to duplicate
  the customers concerns of a loss of power. If we are unable to duplicate a
  concern we are unable to effect a repair on a vehicle.  Since the ******* vehicle is out of any coverage on their service contract by both time and miles
  any repairs needed on  their 2013 ******** **** *** ******* would have to
  be paid for by them.

• Initial Complaint

  Date:11/14/2022

  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.

  I brought my 2016 **** ******** into ******* **** last December for water issue. I had water coming into the vehicle. They did not fix the issue. I then brought it to Goldstein. The service technician Matt stated that ******* installed the molding backwards and that they did not want to charge me for the incorrect installation. After much back and forth with *******, I finally came to a resolution with the owner of ******* to pay for Goldstein to order the parts and reinstall correctly. I was told the parts were on back order. I would call Goldstein weekly asking if the parts were in. Cody the service manager and Matt would rarely answer my calls. I then began calling the Parts Department and finally confirmed the parts were in. This was over several months. My car was brought in on a Tuesday and sat for two days without any work being done until I called. Finally, the work was completed on Thursday. On Monday, Matt called to ask if everything was okay as there was rain where he was. I informed him it did not rain where I lived. This past Saturday it rained extremely hard and the water was coming in worse than before. I took the car to Goldstein and upon making the appointment the service technician stated the service manager has a note in the computer not to work on my vehicle and they would call me on Monday. The only reason I could see this would have been noted, is because I have them a terrible review when I was sent a questionnaire. My **** is now leaking worse than the original issue.

  Business Response

  Date: 12/06/2022

  To Whom it may concern,
  We have continued to work on ***** *******’s
  vehicle and the repairs have been completed and tested. The vehicle was picked
  up on 12/5/22 and we consider the repair work complete.