ComplaintsforUnion Park Automotive Group, Inc.

• Initial Complaint

  10/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1/13/22 I had the rear brakes pads of my 2014 supposedly replaced at Union Park for a cost of $145.80. In August of 2022 I developed a horrible noise when braking, so much so that I limited myself to just driving locally. Due to another issue with Union Honda, and knowing I had rear brakes replaced in 2022 and front brakes in 2021, I lacked confidence in their work and opted to try a new auto repair shop.They saw my car on 8/31/22. They found the noise was caused by the rear brake pads being worn down ( I still am carrying those in my car as proof). I had put 9000 miles on the car in that time. I called Union Park after this and asked to speak to the service manager. I was told he was gone for the day, he would call me the next AM. When there was no call back in the morning, I called back in the afternoon, they said he wasn't there. I never did hear from him and my answering machine is always on. Ultimately I contacted Honda's main office and spoke with someone named ***** (?). Eventually she called to say the case was being closed because the Union Park service manager (maybe by the name of ***?) said my front brakes were done in 2021. I explained that the complaint was about the rear brakes, she didn't seem to care, case closed. I believe the case # was 13351660. Then I tried to contact the general manager at Union Park, and got an email back from apparently a salesman saying he could help me purchase a new car? I feel like we are communicating in different languages. I don't know how to UPLOAD documentation, but I could fax it or take a picture and text it somewhere

  

  Business response

  10/28/2022

  Contacted customer 10/28/22.  Although customer did not return her vehicle to Union Park to have the issue inspected, we have offered to her the requested amount of $145.80 in the interests of customer satisfaction.  She indicated to me that this would be a satisfactory solution.  As soon as the customer indicates that she is satisfied with this outcome, i will issue her a check for the requested amount. 

  Customer response

  11/10/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 18299278
  

   

   

  My complaint about Union Park Automotive was to be resolved once I told the BBB that I was satisfied with their response, which I am stating that I am satisfied
  
  

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sep 17 - Dealer agreed to purchase lease contract and pay $1059.20 for lease to ***** ***** Sales rep Fexlix Cancel said it would take 1 week to produce payment check and they would mail it to ***** ***** Sep 28 - ***** ***** returned to dealer because check for $1059.20 was not received. Sales rep ***** Cancel said it would take 7-10 days to produce check. As of Sep 28 re-iterated that it has been 10 days since the transaction. ***** ***** asked ***** to call Honda Financial to inquire about the payment delay, ***** refused ***** ***** asked what was the course of action if a check was not received within the next ew days and suggested that since Honda Financial would need to be contacted the request was made to expedite the request and call Honda Financial from Union Park Honda. ***** replied that he was too busy.

  

  Business response

  09/29/2022

  Union Park has paid the lienholder in full. We are waiting for confirmation of release of the lien in the form of a clear Delaware title so that we may issue Mr. ***** his portion of the funds.

  Customer response

  10/07/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  

  It has been 3 weeks since the issue began (Sep 17th, 2022). I was initially told that the issue could be resolved, transaction completed in 1 week. After 10 days I inquired on the status and was told the issue typically takes 7-10 days to be resolved but that nothing else could be done but wait. After filing a complaint with the Service Provider Union Honda and the BBB a call was returned from the service provider stating that the issue should be resolved within 2-4 weeks from the original date. As of today (Oct 7th, 2022) the issue is still open.  I would like the complaint to remain open until the his has been resolved.
  
  
  
  Regards,

  Complaint ID: 18141626

   

   

   

• Initial Complaint

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wish there was an option to rate something really really poor because service provided by Union park this time definitely doesn't deserve a single star for sure. Have been visiting Union park for servicing of both of my cars. It was regular oil change + tire rotation service on July 15th and on the way back from service center my car started making weird sound at 55+ speed. Called them next morning and they recommended me to come back to get it checked. Visited them again on 21st, Union park rotated my car tires back and they said it fixed the issue, but it DID NOT. Visited again on 27th July, Manager took it for drive and accepted weird noise. At the end of day they were not able to figure out root cause. They asked me to leave car, I asked for loaner which they refused. Left my car again yesterday ( 4th time on Aug 4th) for entire day. Manager calls me at 2 pm : Sorry we cannot do anything and technician say there is no issue, please talk to Director Mr. ***** ********. Called ***** 5 times, left voicemail and he never answered or called back. Took my car keys at 5 pm and left their facility really disappointed. My car which is still in warranty has been messed up by them. I tried whatever i can, wasted 4 days after paying $232 for oil change, tire rotation and complementary issue introduced by UNION PARK HONDA Union park honda director contacted me after almost 20 days and said they can’t do anything . He contacted me after reading Google reviews instead of going thru his voice mail. I have been requesting them to go for a test ride with me so that I can I prove my point and help them replicate the issue which started after getting my vehicle serviced at Union park. They have been so adamant declining any of my plea . This is my appeal to Union park and American honda to help me solve this issue

  

  Business response

  09/13/2022

  I am disappointed to read the comments from Mr. *****.  Union Park performed a routine basic maintenance service to his vehicle on 7/15/22 which included rotating his tires. He called the next day stating he had a noise from his vehicle at highway speeds.  We asked him to return and he came back and we rotated the tires back to their original positions.  The noise we heard when he came back was now gone.  Mr. ***** then called again complaining that we did something to his vehicle since he stated he hears a new noise now.  We asked him again to return, and we checked his vehicle for a third time.  This time we found no issues or problems with the vehicle, it was operating as designed.  He then left and called back yet again complaining of the same noise.  Union Park had it  brought it back and we had a similar vehicle (Mr. ***** has an Accord hybrid with a electric motor assist) in service to compare the two cars.  After inspection I had our shop foreman also re-check the vehicle to determine if there are any faults.  We found the vehicle to be operating exactly the same as the other hybrid vehicle.  We explained this to Mr. ***** when he picked his vehicle up.  After I read Mr. *****'s google survey, I called him to discuss it.  He stated that we damaged his vehicle and refused to repair it.   I pointed out we looked at the car 4 separate times and, aside from the tire noise, we found nothing wrong with the car.  I felt his comments frankly were unfair.  At this point Union Park has inspected the vehicle on 4 separate occasions and found no factory defect.  I do not believe a fifth visit will change anything.  Mr. ***** points out that his vehicle is still under factory warranty, and it is until 10/25/22.  In cases like these, American Honda often suggests the customer take their vehicle to another Honda dealer to basically get a second opinion.  In this situation I feel this is probably the best course of action to take. 

  Again, I apologize that Mr. ***** believes Union Park damaged his vehicle.  However, after 3 additional visits to our service department, we were unable to find anything wrong.  At the times we inspected the vehicle, we have found no defects in materials or workmanship that constitutes a warranty issue. 

• Initial Complaint

  01/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Just a mess, took my car in because it broke down, they had my car for 6 months finally put a motor in it, still won’t run, when I picked it up it was shaking back firing again, took it back picked it up still shaking also noticed birthday presents in my trunk, they were not mine, took it back again said nothing was wrong took it home then next day didn’t start called them asked them why there was over 1, 000 miles on my car & why was there a receipt for kohl’s, & presents left in my trunk Joe the manager got mad hung up on me, so u then took it to west chester they said all wheels were bent something happened to my car when it was at Jaguar Wilmington

  

  Business response

  01/19/2022

  Customer brought her Jaguar to Union Park for a warranty concern. After multiple attempts to repair did not succeed, Jaguar North America finally did authorize a new engine for the vehicle.  The engine was back ordered and had to arrive from the United Kingdom and this caused a longer repair time than usual.  After completion of the repair the customer picked up her vehicle.  She returned 5 days later stating she had a vibration when driving at 60-65 MPH.  Our technician road tested the vehicle and could not verify any problem.  He also inspected all wheels to determine their condition, and none were bent at that time. This all stated in writing on the customer's repair invoice.  The customer also stated that someone "went shopping" with her vehicle at Kohl's and left "expensive birthday presents" in the trunk", as well as put 1000 miles on her car.  All we can say is that no one here "took her car shopping and purchased birthday presents" and "left them in the car". That is simply not true. Period. We verified vehicle mileage at a total of 66 during its time here resulting from multiple road tests by our technicians when attempting to diagnose the original vehicle.  All her wheels were not bent when she picked her vehicle on 11/1/21.  I want to point out that the customer did not pay for any repairs as they were covered by Jaguar North America as warranty repairs.  Also, the customer was provided with a loaner vehicle at no charge during the entire time we were repairing her vehicle.  I cannot speak for the condition of her wheels now or when she had her vehicle inspected elsewhere, but they were fine when she picked up her vehicle in November.  I'm sorry the customer is experiencing a wheel issue, but it has absolutely nothing to do with her repairs that were performed at Union Park Jaguar.

  Customer response

  01/20/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I do not accept this, I had my car towed to West Chester Jaguar because again it would not start, they noticed all wheels were bend stating that it fell plus no brackets were put on my car which caused all the noise 
  
  
  Regards,

  Complaint ID: 16440838

   

   

   

  

  Business response

  02/07/2022

  After reading the customer's response, I contacted West Chester Jaguar to determine what they did to repair her vehicle.  I discovered that they replaced her battery under warranty and replaced an exhaust gasket back by the muffler that was broken, also under warranty.  They indicated that some or all of the customer's wheel were bent. It is understandable that a battery may require replacement if a vehicle is not driven for a time.  I'm glad Jaguar covered it under warranty.  The exhaust gasket was back by the muffler, and since Union Park never removed the mufflers, we are not responsible for it.  Again, however, I was glad that it also was covered under warranty. As for the bent wheels, they were inspected by our shop foreman when she returned, and they were fine.  In the customer's original complaint to the BBB, her desired settlement was an exchange vehicle.  As her vehicle now has a new engine and is running properly, Jaguar is not going to offer her a replacement vehicle.  Union Park inspected the vehicle's wheel previously, and they were fine. We are unable to accept any liability for their current condition. 

• Initial Complaint

  12/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I took my BMW to Union Park BMW for a brake pad replacement. When I purchased the car in Dec 2017, I also purchased an extended maintenance and service plan that specifically covers the replacement of wear and tear items like brake plans, and this benefit is clearly listed in the contract. Please see the attached contract ("BMW maint"), page 4 under COVERAGE. The service center at the Union Park BMW refused to acknowledge the maintenance plan I have and refused to honor it. They kept insisting that I either did not have an extended maintenance plan, or that I had the wrong one. I asked them to check my profile, as the contract is there and accessible. I was told they could see the same information I can and that the warranty manager at the service center said that the brake pads were not covered. I've also attached the quote that was provided by the service center for the repairs. I did call the BMW corporate office as well as the dealer I purchased the plan from, who both verified that the plan and contract are attached to my vehicle's VIN number. I feel as though this dealership tried to intentionally mislead me by repeatedly lying about what my maintenance plan does and does not cover. If they acted in this manner with me, I think it's likely they have done the same with other customers as well. I tried reaching out to the service center manager as well as the owner of Union Park BMW, however neither person responded to my concerns. I would like a clear explanation of why this service center is not honoring BMW maintenance contracts and why they are incorrectly misrepresenting what the maintenance contracts do and do not cover. If their intention is to not honor these maintenance plans, I feel that should be clearly communicated to customers.

  

  Business response

  12/14/2021

  I spoke to ******* on 12/10/2021. Union Park misinterpreted the coverage on her warranty policy due to unclear information from BMW North America. In light of this situation we are seeking a method of positively determining coverage so this does not happen to any client in the future.Tell us why here...

  Customer response

  12/15/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. I was contacted by the owner, who apologized and explained the situation. I consider this matter closed.

  Regards,

  Complaint ID: 16350950
  

   

   

   

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom It Concern: On Friday, November26, 2021, I came to this location to have my oil changes. I waited an hour and was informed that the oil was changed. When I left and check the life of the oil, it was still on 40%. The business did not change the oil. The oil stick was manually checked and the oil level was still low. I paid $55 to have the oil changed and it was not completed. I would like to speak with management and I want a refund. I was served by **** ******* and the tech was ****** ******. I have attempted several times to call and speak with management and the phone is disconnected.

  

  Business response

  12/03/2021

  Contacted customer, apologized fior forgetting to set her reminder, and refunded her $55.  She stated she was satisfied at this point.

*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. ↩