JustBetterCars.com, Inc

I read Mr***'s response to my Revdex.com ComplaintI never expected them to fix it for free but to work with me to come to a reasonable solution if his findings were the same as the previous mechanic'sI was working when I purchased the vehicle...Since then I've had a cranial laminectomy due to Chiari Malformation Type with Syrinx and continued debilitating complications that have left me permanently disabled, and on a fixed income.A year and months from purchasing the vehicle, keeping up ALL the maintenance, I couldn't believe that out of the blue I am now stuck with an undriveable vehicle, with 105, miles on it and a balance of approximately $6,***, the Service Manager, made a verbal agreement with me, *** -Resolution Specialist at *** *** *** ***, to work with us for a solution to this very unfortunate situation pending his own diagnostic because he said he couldn't go by what someone else says is the problem but needed to his own diagnostic & needed me down there in person to pay $for the diagnostic That was fair to me since the previous mechanics were only guesstimating what it could beUnfortunately I was out of town getting a 2nd & 3rd opinion from neurosurgeons to undergo further surgerySo I sent my Son, ***, out there to get the ball rolling with the requested $for the diagnosticUnfortunately, *** refused to take the $for the diagnostic service unless I had the money to pay for whatever repairs the diagnostic would revealThat was not what we agreed to on a recorded line with the Resolution Specialist, ***, at *** *** *** ***Her number is ***Depending on ***'s findings from the diagnostic & my NOW fixed income, he agreed to the following: Work with us on repair costs Possible swap; or Trade-inThere was no way of knowing which since everything was dependent upon the outcome of ***'s diagnostic resultsLast I heard, a diagnostic is a service by itselfMy Son drove hours roundtrip to get the $to ***, only for him to refuse services.LORD Help US!Sincerely,*** * ***

the issue has been resolved and here is the copy of the check they cashed, thank you

Revdex.com, It is my understanding that Mrs. [redacted] has taken my advise and is looking to her church for some hardship help. I think that is good news and I pray she gets all the help she needs to get going in a better direction. As soon as she feels she has the ability to move forward with the repair as previously discussed we will be happy to re-evaluate to make sure her previous diagnosis is accurate and look to give a full estimate on the repair needed. I have instructed my General Manager to mitigate some of the expense to help with her situation. Thank you for your facilitation in this matter. [redacted] CEO JustBetterCars.com inc.

Good morning [redacted], I located the complaint. At this point I am interviewing all parties involved on this end. One of the parties is in Hawaii and does not return for two weeks. I will need until that time to respond appropriately. I appreciate your and Mrs. [redacted]'s patience in the [redacted]er. [redacted]...

[redacted] CEO JustBetterCars.com

The issue has been resolved concerning the 2011 [redacted] Aveo. Thank you so much for all your help.GOD BLESS,[redacted]

This matter has been taken care of and a refund was issued to the customer, if there are any other concerns please contact me

I have spoke with this customer and tried to resolve the problem, the vehicle was bought 18 months ago and she has put over 50,000 miles on it and is not happy with it anymore. I informed her that I just cant take a...

vehicle back after a year and a half and with that many miles added to it. I offered her well above trade in value to help her out but that didn't work out. Im sorry she is not happy with the car anymore, as far as the previous issues I seen one document from over a year ago that she had her car worked on for a few hundred dollars but I have no record of her contacting us for any help until now

Revdex.com,I'm unclear as to what [redacted] wants us to do if she cannot pay for services rendered. Does she want us to do work to her car for free? I'm not trying to be funny but that is the only thing I can think of and that cannot happen. Mrs. [redacted] made it clear to us that she had a blown head...

gasket as per her mechanic and that she does not have the means to pay the cost of repair. She also asked [redacted], "Aren't you a Christian organization and can do something about this"? A vast number of our management, to include owners of JustBetterCars.com are Christian. I am not sure what that has to do with this issue. We are a business and not a charity and running my business profitably is hugely important to the integrity of our company and allow me to run my organization in the spirit of Christ for many years to come. In short, as much as I empathize with Mrs. [redacted]'s circumstances they  cannot be my responsibility nor can I do any work without payment in full. Mrs. [redacted] has stated she purchased her car 14 months ago. She doesn't have an extended warranty or cash to pay for my mechanics labor that I have to pay for, nor can she pay for parts that I have to pay for.Short of her son's and her insistence we fix her problem, I respectfully decline to do so considering the options they have given us. [redacted]CEOJustBetterCars.com inc.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Thank you for the feedback. I did some detailed investigation into the issue. Apparently all has been taken care of. If we could obtain a receipt for the additional charges and we have not already paid them we will be happy to cover them. [redacted]

Review: I bought a 2005 tundra; within 100 miles the check engine light came on. My mechanic says the catalytic converters are bad; dealer won't help me.

I bought a 2005 toyota tundra at just better cars on July 30, 2013; less than 100 miles later, the check engine light came on. I took the truck to my mechanic and he said the catalytic converter is bad. I asked him how it could have passed smog; he said that sometimes if they get the catalytic converters very hot they will pass smog; I called just better cars on 8/27/13 to inquire if they might consider paying for the catalytic converters. They said no way, the truck passed smog and now any problems with the vehicle are mine. dealer number is XXXXX; stock # [redacted] 2005 Toyota Tundra vin# 5tbrtXXXXXsXXXXXX. I'm very disappointed and feel like I got taken; I feel this is very unethical. Replacement estimate from my mechanic, [redacted] in Paradise, CA (phone number XXX-XXX-XXXX) for the Catalytic converters is is $3,631.00Desired Settlement: I'm asking the business to buy the catalytic converters and ship them to my mechanic, [redacted] Ca. XXXXX. I will pay the labor cost of $260.00, even though I feel the dealership should pay the full amount. I am also willing to go to another mechanic for a second opinion; I'm not trying to be unreasonable, I just want Just Better cars to do what is right. Ethical.

Business

Response:

Initial Business Response

Hmmmm? Not sure what to make of this but it seems that my (quote by [redacted]) very reasonable offer to [redacted] has all been forgotten. I will let the Revdex.com read his own words and my response and his final response so you can see what I mean. It will be very clear that we bent over backwards, well beyond what should have been expected from an approach like [redacted]'s initial approach. Clearly we have acted very responsibly in this case and [redacted] is either having amnesia or a bad day. In either case his actions are questionable and confusing.

Revdex.com, Please read below [redacted] apology to myself and my General Sales Manager and his acknowledgement of this situation being his responsibility as he wrote personally and sent to us.

[redacted] wrote "Please forward to the owner, [redacted]. I want to apologize for my negative posting on Yelp. I was aggravated and acted immaturely. I've deleted the posting and understand that the problems with my truck are not yours after I drive it off the lot. I hope you'll forgive my negative comments, Sincerely, [redacted]

My response to [redacted] as a result of receiving his above E-mail. This is the actual E-mail.

*Good morning [redacted],

I read your E-mail to my General Sales manager and you got me. That made my management teams day. I get your frustration. I was as frustrated to hear that one of my trucks that I sold had a failure that caused this grief for one of my clients. I think you are quite an individual to send this last E-mail and for that I would like to extend my personal offer to lend some help. I still feel as you now realise that there was nothing my company did wrong however you are my client and I do care how you feel and what your experience is with JustBetterCars.com, my team and the product we sold you. At this point I would ask that if you are willing to take me up on my offer to lend some further support to get this issue going in a good direction, that you bring the truck to [redacted], (He is a big boy and has thick skin so don't worry) let us evaluate the situation and confirm or deny what is going on with the truck. When that happens I let you know what we are willing to do on our end and what we ask of you on your end. I am available here at the store all day or E-mail me a response.

Kind Regards,

CEO

[redacted] response to my offer.

*Wow, now I think I may be overwhelmed also. Apparently you must be quite an individual as well. I feel that your request to come and check in with [redacted] is very reasonable. It may be a day or two, but I will be in touch. Thank You for renewing my faith, I really appreciate it [redacted].

All my best, [redacted]

The Revdex.com is about doing business better. What business would have gone as far as I did with

Mr. [redacted]? Does the Revdex.com give out A++ ratings? This is getting silly. We have acted in good faith and went beyond what would or should be expected of a company when evan the customer acknowledges we were in good faith and he was wrong. Revdex.com, we reached out to [redacted] His wonderful response went silent. He never followed through. [redacted] current expectation is not reasonable as his own words in his prior acknowledgement of this being his problem and the simple facts surrounding this situation make it so. There is nothing he or the Revdex.com should expect of my company.

[redacted] CEO JustBetterCars.com

Review: Information provided regarding proposed purchase of a vehicle during week long email/phone discussions was found to be invalid.

I became interested in potential purchase of vehicle I found on the internet but am located 3 hours away. I informed [redacted] / [redacted] of specifically which vehicle, my conditions, credit concerns with my divorce, etc. and the fact that my engine had just blown on my Expedition which meant I had no trade, because it was not drivable. Over the course of 1 week and over a half dozen emails and several phone calls I was several frustrations occurred which led me to wonder whether or not this business was reputable. I was first told I was approved for a "different" SUV when I had specifically stated which two I had interest in (both were 4x4) and the one I had been approved for was a 2x2. Then when I was eventually told I was approved for the one that I wanted (2007 4x4 4runner) I was encouraged multiple times to just pay a deposit and have it delivered. I maintained that I would not purchase a vehicle that I had not seen / driven first and would be more than happy to make the drive if it was confirmed that I was in fact approved for the loan in writing. (not pre-approved, or conditional. Over the course of several days I asked questions about the car / business that I was told it would be much easier to answer by phone, such as the hours of business and the condition of the vehicle however there was no problem with [redacted] sending other more complicated emails regarding my credit so I felt this was simply to note anything that could lead to potential liability in the future in an email. The last and final issue resulted when I was actually ready to make the trip up to Roseville 3 1/2 hours away because I had again been told by loan as approved (not pre-approved)provided the terms of the loan and had agreed on the conditions. I requested if the 4runner could be held while I was in transit which would have only amounted to 1 business hour as I would be leaving at 6am to arrive at Roseville by 9:30am. This was ignored and when I requested confirmation of my loan I was told it would all be fine IF my income had not changed. I asked what kind of proof was needed to confirm this before I came and they requested payroll stubs so I scanned and emailed them this information. All of a sudden I then received a one line email stating "sorry we can't help you" after being told that my income appeared different (lower than I reported initially). I was furious. I know exactly how much money I make as I am salary and receive 26 paychecks a year. I reported slightly UNDER what I actually make annually from the very beginning therefore I know that my actual income was not reported wrong. I wanted to ensure I did not get to this point and have this problem which is why I provided all accurate information from the very beginning. I am under the impression that I had never been approved in the beginning and all the discussions regarding the vehicle had been a total waste of my time when I had been lead to believe that I had already been approved. I could have been looking at other options during this time if they had done this earlier in the week and been honest of my status. Rather I am finished doing business with this company. Desired Settlement: NONE - This is not how you treat potential customers. I have been in healthcare management for 19 years and I was surprised at the result of this transaction. When I was told how this occurred and what changed I was never told or given an answer. My income was confirmed on prior emails to be consistent with my stubs so I should be given an answer as to what the company did / did not do that would have changed the outcome. ???

Business

Response:

Business' Initial Response

After reviewing [redacted]'s complaint and all of our logged correspondence between our staff and [redacted] and extensive discussion as to how phone conversations went with [redacted] I am unclear as to why [redacted] made this more difficult than it had to be and why she is complaining to the Revdex.com at all. We are here to serve and sell our inventory and not discourage people from purchasing it. [redacted] seemed to be frustrated on a number of occasions and we are unclear as to why. There is a clear track record of my staff having endless back and forth dialog with her yet she suggests otherwise. There are several attempts to contact her and no return calls. The cooperation on [redacted]'s behalf seemed to be our biggest difficulty. In fact there is 26 logged occasions of back and forth discussion between staff members and [redacted]. It is clear that our staff was working hard to overcome some of the challenges with her credit and income yet did so. I can hear the frustration in my staffs voice as to how difficult it was to work with [redacted] and so I have to draw a conclusion that [redacted] was in the way of her own success to purchasing a vehicle from us. We took all the obstacles away and gave her plenty of opportunity to say yes. Sometimes this can be a challenge for some folks to purchase a car and I fully understand that. It is not easy to make that move sometimes but we are not here to discourage. Selling our inventory is how we make a living for the thirty or so families JustBetterCars.com supports. From the shaking heads of my staff and [redacted]'s conflicting dialog she had with my staff just maybe our company is not at fault. I get that it is not easy for some people to place trust in a car dealership but I assure the Revdex.com and [redacted] herself our intentions here at JustBetterCars.com were always keeping in mind [redacted]'s best interests. My office is always open and can discuss this further with [redacted] over the phone if she would like to contact me. [redacted] CEO JustBetterCars.com inc.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

That is correct - There are numerous emails because I am 3 hours away and attempting to business before making a trip. It is unfortunate I would be faulted for being complete. I have still not been told "what changed" with regard to your approval of my credit. My income did not change. If my credit was not fully processed the business should own up and say so. A business with integrity owns up to mistakes such as offering a vehicle that was not what I requested. And being dishonest about unreturned phone calls as mentioned above. I only had one phone call, which I did in-fact return. I made it clear that I cannot answer a cell phone in the hospital. There is no need for a reply from the business I can see that [redacted] fully supports his staff regardless of the circumstances. The questions I presented in my emails were complete which should not be faulted and I should be allowed to be disappointed with a process when those whom you are working with do not do as they tell you they are going to do. Thank you,

Review: JustBetterCars.com sold me and my husband a damaged and hazardous used Toyota Sienna XLE and then refused to refund our money or provide a replacement when the vehicle became inoperable within two months after purchase. The salesman, [redacted], assured us the vehicle had been fully inspected, was in good condition, and that the company would perform necessary repairs within the first three months. We relied on [redacted]s statements about the condition of the vehicle and their willingness to perform repairs when we decided to purchase the vehicle. Within a few weeks of driving the vehicle, it over-heated, the engine started to leak, and became inoperable. An independent mechanic examined the vehicle and told us that the motor had been taken apart and improperly reassembled, it was missing bolts and screws, hoses were not attached, and the brakes were faulty. When we contacted JustBetterCars.com to let them know about the necessary repairs, we were met with hostility and they hung up the phone on us multiple times. They refused to perform any repairs or refund our money. Although the vehicle was sold as is, the salesman misrepresented the condition of the vehicle and the companys willingness to make repairs. We were induced by fraud to enter into this contract, and we want our vehicle repaired or refunded as promised.Desired Settlement: We would like our vehicle repaired as they promised.

Business

Response:

Good morning [redacted], I located the complaint. At this point I am interviewing all parties involved on this end. One of the parties is in Hawaii and does not return for two weeks. I will need until that time to respond appropriately. I appreciate your and Mrs. [redacted]'s patience in the [redacted]er. [redacted] CEO JustBetterCars.com