Cooley Motors Corp.

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted] ***

We made numerous attempts to contact Mr [redacted] within the first days after delivery of the vehicle to explain the required documentation that he needed to provide for loan acceptanceThe lending institution needed a change of address letter from the post office in order for the finance contract to be validWe attempted to contact him at the phone numbers (both home and work) provided on the credit application completed by himWe were unsuccessful and hired an attorney to assist with securing the required documentationOur attorney was also not able to reach Mr [redacted] by phone which led to a written request(attachment included of our attorney's letter to the last known address) Our attorney received no response to his letterMr [redacted] drove the car for six months without making a payment nor attempting to respond to Cooley Motors nor our attorney in order to resolve the situationThe lack of action by Mr [redacted] resulted in the repossession of the vehicleHe has been in contact with the general manager of Cooley Motors to reverse the original deal and provide him with reliable transportation equivalent to his down payment of $and his trade in credit of $

We have not in the past experienced a similar situation as explained by the customer. The lease contract for the Hyundai Elantra is a legal agreement between the customer and Hyundai Motor FinanceTerms of the contract bind both parties and are not the responsibility of a
third partyAny issues regarding final payment due should be addressed by the customer with Hyundai Motor Finance

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me. I have already purchased a new vehicle and feel that myself and child safety are now in better hands.Regards, *** ***

Dear Sir : This response is regarding a recent complaint by *** *** ID # *** . At no time did Art authorize or state to Mrand Mrs*** that there would be any type of reimbursement regarding a rental vehicle It was Mrand Mrs***'s choice to rent a vehicle at their own
discretion without approval from any source . I did state to Mr*** that I would attempt a goodwill reimbursement from Volkswagen and did explain that it would take some time for an answer On September 20,I e-mailed Mr*** stating that this matter was still in process and unfortunately out of my control and would contact him when and if I knew more . Unfortunately my attempts for goodwill assistance has been denied by Volkswagen and our factory representative I offer my apologies to Mrand Mrs*** for the period of time elapsed in this matter. Sincerely ,Guy ***Service Manager

This letter is in response to your correspondence dated 4-4-I.D*** regarding a customer concern by Ms*** *** .When diagnosing a particular concern our technicians specifically follow Mazda protocol in diagnosing and replacing any particular part that has failed We cannot replace
parts that are not defective at that time It was not possible to predict that a second ignition coil would malfunction when it was previously operating to factory specifications.We believe that certain situations can be frustrating but at no time did we mislead Ms*** and noted to her that we were also passing on information provided by Mazda corporation We always consider all our customers concerns seriously and strive to provide excellent service while always keeping safety a priorityMs***'sexperience is unfortunate and Cooley Motors is extremely thankful that Ms*** and her child are unharmed and wellShould you require any further assistance please feel free to contact me at *** ***.Sincerely,Guy ***Service Manager

A $credit card refund was issued to the customer on 5/8/We do not keep credit card information on file due to privacy issues which necessitated the customer presenting his credit card at the dealership to initiate the refund

Revdex.com:
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
Tim Barnes, the sales & leasing specialist working with me was present during the conversations with the former sales manager and I, and also promised the same terms that the sales manager told meCooley can verify with TimTim was apologetic to me as he knows what was promisedBut I'm sure Cooley has already verified this with him and left this out of their response; therefore, since it is clear that Cooley will not make good on its promises (or even stop being misleading as shown in its responses), it should at least stop denying that Cooley, at a minimum, made serious misrepresentations to induce a sale, and is now essentially telling a customer that "we don't care." Cooley should take care of its customers, especially those that were lied to by a former sales manager that was fired for shady practices!!! Apparently Cooley would rather stand behind the former manager's practices instead of making them right
Regards,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. As stated in the original complaint, during phone calls on Saturday, Monday, Tuesday, and Wednesday, Art did reassure me that the rental reimbursement would be taken care ofThey were aware that we would be needing this and that it was the condition under which we authorized the performed serviceSince Cooley Motors would not release our car without us paying the service fee, and they were unable to provide a rental car reimbursement, this was escalated to a situation of unauthorized service performed on a customer car and extortion of the service fee under the threat of keeping our vehicle. Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Cooley's response conveniently distracts from the issue by bringing up the legality of the lease between Hyundai and I. That is not the basis of this complaint, which is that Cooley misrepresented the liability that I would owe to Hyundai if I turned my lease in a few months early to Hyundai and leased a vehicle from Cooley. In their response, Cooley admits to not knowing that this liability existed, yet they had no issue telling a customer that they turn in early leases to Hyundai all the time as well as specify what the final bill to Hyundai would be in order to get a sale (they even shook hands on it); therefore, at a minimum this is unethical behavior to induce an individual to lease a vehicle from Cooley. Again, this complaint has nothing to do with Hyundai. It appears Cooley cannot even see it's unethical behavior when looking in the mirror.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

The vehicle is not equipped with the function for the dome light to illuminate when the doors are opened. We sent the vehicle to a Jeep dealer who confirmed that to be the case. In order for the vehicle to have the desired customer function, a cluster allowing that function would need to be...

installed. Since the dome light is functioning as intended, we offer no assistance regarding this matter.

The customer was aware of the price of the vehicle, the trade-in value and the payment range subject to his credit score. We were unable to obtain the exact payoff amount for his trade-in til the following day. We used the approximate payoff amount of $10,000, which he provided for his trade-in, to...

calculate his payment range. The actual payoff was $10,275 which resulted in a higher payment. At time of delivery, we presented to the customer the worksheet from the prior evening which stated the price, trade-in value and approximate payoff. The only figure that changed was the payoff amount. The customer confirmed all the figures. In order to satisfy the customer, we agreed to sell the vehicle within the original payment range and absorb the additional payoff amount of $275. No further adjustment is warranted.

We made numerous attempts to contact Mr. [redacted] within the first 30 days after delivery of the vehicle to explain the required documentation that he needed to provide for loan acceptance. The lending institution needed a change of address letter from the post office in order for the finance...

contract to be valid. We attempted to contact him at the phone numbers (both home and work) provided on the credit application completed by him. We were unsuccessful and hired an attorney to assist with securing the required documentation. Our attorney was also not able to reach Mr. [redacted] by phone which led to a written request. (attachment included of our attorney's letter to the last known address) Our attorney received no response to his letter. Mr. [redacted] drove the car for six months without making a payment nor attempting to respond to Cooley Motors nor our attorney in order to resolve the situation. The lack of action by Mr. [redacted] resulted in the repossession of the vehicle. He has been in contact with the general manager of Cooley Motors to reverse the original deal and provide him with reliable transportation equivalent to his down payment of $410.54 and his trade in credit of $100.

Unfortunately, the sales manager involved with the transaction is no longer employed. I cannot verify the conversation that occurred between [redacted] and him. However, as I stated in a previous response, charges billed by [redacted] to [redacted] would be the  responsibility of the lessee of the vehicle.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]
You claim you called us numerous times and never got ahold of us? Thats funny seeings I have proof that we faxed you the address change and that the fax went through. I also called Cooley Motors after I faxed the address changes and had to leave a message yet again because evertime we call we get r t sent to a voice mail. The only reason why we got ahold of Andre this last time is because I said I was going to come up and take my car back. And I highly dount your lawyer called here seeings my mother in law is home all day everyday but whatever. Seeings this is all hear say we accept your deal for a RELIABLE SAFE vehicle worth the 510 dollars you owe us. Oh and since you want to through lawyers around my lawyer stated that you need to give us this car in a timely matter. My 3 year old son has been t without transportation since may 24 . He has numerous doctors appointments and you are taking your sweet time getting a car. It took you a day and a half to get us into the toyota so it shouldn't take you this long to get us in another car. We even contacted Eric [redacted] himself and of course got a voice mail. So while you are on vacation sipping your mojitos taking your sweet [redacted] time know that we are counting each and every day and the longer you take the more and more I talk to my lawyer who actually answers the phone. We appreciate everybodys time however we have been holding our hands on our as for far to long and something needs to be done now. I cannot keep rescheduling doctors appointments  and having my son miss pre school. So when you get back from your vacation please give  us a call  like you claim you have been from the begining so we can get this moving .[redacted]

We are in the process of locating a replacement vehicle for the customer. The customer is currently in a loaner vehicle until the situation is resolved.

Revdex.com spoke with the business who advised the consumer was traded out of this vehicle into another vehicle on 8/31/15.   Both parties are satisfied with this resolution.

At the time of the complaint regarding the check engine light, the vehicle had 87,880 miles. The vehicle was delivered with 71,272 miles. The used car limited warranty is for a duration of 60 days or 3000 miles. The vehicle was driven 16,608 miles since delivery well in excess of the 3000 miles....

Depending on the repairs needed there may be coverage under the power train warranty that was purchased. No assistance is warranted.

We have been contacted by the customer directly. Our response to the customer was the following: My understanding is that you asked our service department to program a key and remote that were set aside in our parts department. When we were unsuccessful programming the key and remote, you were...

informed that there was a problem with the remote starter in your vehicle. You declined any further work and as you indicated had [redacted] diagnose and repair your issue. Reviewing the invoice from [redacted], it states there was a problem with the remote starter that resulted in a part replacement so the key and remote could be programmed. Their repair confirms what we indicated to you. As a matter of goodwill and for your inconvenience, I will reimburse you for the labor ($105 plus tax) you were charged in our attempt to program the key and remote. The customer responded with the following: I appreciate your goodwill and I will accept this as a resolution.