Ryan Kinkade | Page 75

Mercedes-Benz of Fort Washington responded

Mr. Nardo, Thank you again for your feedback. In the past 12 years, under the current ownership, there have been 2 service vehicles stolen including your vehicle. We service thousands of vehicles per month at our Fort Washington location, so claiming that we do not have a secure operation is far from accurate. We are constantly evaluating every touch point to make sure we have maximized our security measures. Contrary to our Insurance carrier's recommendation, we used our insurance company to process your vehicle claim - which is not how the process is typically handled. During the claim process we provided you with a Mercedes-Benz Courtesy vehicle for 40 days (the client rate is $100 per day). You have already confirmed with us that you received the check from our insurance company for complete replacement value. We offered to pay the sales tax on the new vehicle that you were looking to purchase from us. As I'm sure you are aware, vehicle inventory is difficult to acquire right now. The local vehicles that you identified were not available for us as the dealership to purchase. You could have purchased any one of those vehicles at the other dealerships directly with the check you received from our insurance company. We were never trying to hold you hostage insisting that you had to purchase the replacement vehicle through our location and I am certain that was clearly explained by multiple team members at FW. The 2018 Mercedes-Benz E43 that we acquired for you was the closest replacement we were able to locate and purchase. We would love to help you resolve your replacement vehicle search, please reach out to Chris Magarity (our COO) or myself. Thanks, Aaron Smith - Sales Director

Bill Nardo responded

DO NOT TRUST THIS DEALER WITH YOUR CAR!

Bill Nardo responded

Mr. Smith, You mention your tight security measures but your service department lost the key to my car which led to it being stolen. Your security cameras were not working at the time which does not sound very secure or responsible to me. Your service manager took almost 8 hours to call police to report my car stolen because they lost track of my car on your property. When I inquired about the Park Ops valets or dealership employee that might have been responsible for my car being stolen, no one including Derek, Carla or Chris would give my any information regarding any actions being taken to prevent this from happening again. If you Google search ParkOps employees, their own reviews state the high turnover rate and low wages. As far as the replacement, Ms. Savage presented me with 3 options but said she could not guarantee that they could be purchased without further research. She asked for my thoughts and what I would prefer. I responded with 3 CPO Mercedes Benz E43s, that I found, that were at local dealerships. One of which was over $5000 less expensive than the car you "purchased for me." My 3 choices were never even considered. The car that was "purchased for me" was significantly more expensive than I could afford. I was expected to pay $10,000 more. I was offered a newer vehicle with more options, however that becomes irrelevant due to the added cost I would have been responsible for. I even offered to compromise with Chris and pay $5,000 to cover the cost of getting the car Certified. He refused. I have been trying to work with your dealership for 3 months, and I have been met resistance throughout the entire process. As of Thursday 11/18/21, I owe the Philadelphia Parking Authority $350 in speeding violations that occurred during the time the car was stolen. No one at your dealership has offered any help to deal with this. Your staff has constantly pointed out to me the expense that this has caused your dealership but no one has addressed the stress and aggravation you have put me through.

Bill Nardo responded

Mr. Smith, Please explain to me how not having a security guard , no video surveillance and not securing a customer's key is maximized security. You mention the check from your insurance and the loaner car. The insurance check amounted to the pre-loss value of my car not the replacement value. In this market it will be almost impossible to find a similar car for the pre-loss amount. The loaner car was a nice gesture until you and Chris tried to recover the cost for the loaner and your deductible with the additional $10,000 you wanted to charge me. I offered $5000 to split the difference and cover service cost but that was refused. So you are leaving me in the worst used car market in history, without a car, over a difference of $5000. Also I am still dealing with 3 speeding violations that were received after your employee stole my car and went joy riding and speeding in my car. You and your management team have refused to acknowledge these violations that were a direct result of your dealership losing my car. As of 11/17/2021 the violations are considered delinquent which makes me liable for additional penalties.