Natalie Darisay

dmkkfryer responded

I am greatly disappointed in my experience at Jim Falk. When I agreed to purchase the car I was asked for a deposit of $500 until the funds were wired and that would be returned to my credit card once the wire was received from my bank which it was on 2/26. After checking my credit card, I sent an email reminding that the deposit had not been returned. Phone calls and voice messages. Finally I went to the dealership after about a month and requested a check and stated that I would not leave until I got it. I did get it after spending 1 1/2 in your offices. I reported an issue immediately after I picked up the car. It was not dealt with for over a month. I had a clear coat put on the car and one of the windshield wipers was not working correctly. I thought it was plugged. After dropping by with the car I was told I needed an appointment with my salesman to discuss it, so I made one, but he did not call or come in that day. So I asked for the sales manager. After being at the dealership for 1 1/2 hours, I met Ray, a very nice man. He and I agreed to a service evaluation of the problem, but again I reminded him about the clear coat and that it was most likely just plugged. A week or so later, I brought the car over again, 3rd trip to Kahalui from Kaanapali, for the service evaluation. After 2 1/2 hours they told me it was just plugged and I would not be charged because the sales department would pay for the diagnosis. Thirdly, the sticker tabs on the car were set to expire on 3/31. Since I was not sure the title and registration would be back, I requested that your facility buy my new sticker tabs for the next year and they agreed and it became part of our deal. Shortly before 3/31, I called to see if they had the tabs as my plates would expire in a few days. I was told the title, registration and the tabs would all come the DOL directly to my mailing address. I was also told to use the bill of sale as a registration and if I were stopped to show I had ordered the new years license tabs. Early in April, I called again several times leaving messages, questioning where the documentation for my vehicle was. I was told it had been mailed from the dealership on 4/4, I relayed I had not received it. I asked that they double check the address and was told they would and would call me back. They did not. I checked with the mail carrier and she told me even if the street address was correct, if they had not included the condo number as well it would have been returned, most likely within three days. So I called again questioning the address and was told to come pick them up at one of your locations. Before I could make the trip, I received another voicemail to pick them up at a different location. Then I called to be sure where they were and I was told they were going to mail them to me that day. Sounds good. However, later that day I received another voice mail asking me to pick them up at a third location. The next business day I called and was sent to voicemail and I am no very proud to say, I left a message that I was confused and irritated and that the title and the registration needed to be checked to make sure the address was complete. I finally talked to a person, who by her attitude, had heard my voicemail. I requested she mail my license tabs to me so I would not be driving with expired license plates and get the title and registration changed to reflect my complete address. This is where I am now. I hopefully expect to get the title and registration in the next couple of months. The reason I went to that dealership, that I thought was reportable, was to avoid any problems. I expected more and doubt I will be bringing my car there for service if I can avoid it. If you are truly interested, many of these issues could have been easily avoided. Your employees do not communicate with each other and simply pass your customers on to the next person to address their issues. In all, I made five trips from Kaanapali to Kahului and numerous phone calls. At one point I had a name of the person on the voicemail and it was unrecognizable by the person on the phone as a Fulk employee. As I said, I expected more. Respectfully. Karen Fryer