World Auto

Please find attached response and WE OWE agreement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

That is not ture statement, mater of fact that is the main reason I wrote the complaint in the first place. Your answer by no means is a  acceptable response  to my complaint
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Date: 3/31/15   Revdex.com of Upstate SC 408 North Church Street, Suite C Greenville, SC 29601-2164 Phone: (864)242-5052 Fax: (864)271-9802 Email: [email protected]   RE: [redacted], Complaint ID: [redacted]  ...

Please find below the response to the [redacted] complaint.   World Auto’s mission is to become a model enterprise in customer satisfaction, regulatory compliance, and shareholder value.  As part of our effort to achieve a high level of customer satisfaction, we apply a consistent methodology to evaluate each customer complaint.  As part of this review we consider all major areas of the sales and financing process.   Analysis: We reviewed the sales needs assessment to determine if the sales person understood the customer’s requirements and expectations.  We reviewed the sales person process for the vehicle presentation and demonstration to determine if the proper expectations were set for the vehicles features, benefits, and advantages.  We reviewed the sales manager’s deal setup and customer expectation settings.  We reviewed the Finance Manager lending activities, customer credit analysis, lenders selected, and expectations communicated to the customer for how the lending process would be performed.  We reviewed how well the customer expectations were set and their understanding of the activities that would or could occur during the financing process.  Finally, we reviewed what other outcomes had occurred after the complaint was filed and prior to our receipt and analysis of the complaint.   Root Cause of Complaint:   Please find below the response to the complaint:   Complaint: Salesperson committed to repair work on vehicle, but World Auto has not done the work.   Response:  The sales person committed to repair the bumper on the vehicle but did not put any service work on WE OWE agreement to finalize deal properly.   Attached is the WE OWE agreement that is supposed to show any work or service that is still remaining to be delivered to the customer after the sale.  As you see, on the WE OWE agreement only a referral fee is documented to be paid.   We have escalated to our service manager, and he has contacted the customer to schedule a repair of the vehicle.  We recommend to follow our One Time Goodwill Acknowledgement process to perform the repair activity and resolve the issue   Results: Following-up with client to address open service issue.    Next Steps: World Auto is continuing to improve our Sales training for using the WE OWE process to finalize the deal and assure the customer's expectations are properly documented.    Final Status:  Open.   Submitted By:   [redacted], President   [redacted]

Carolina was extremely helpful today! She definitely is a hardworker and takes her job really serious! I recommend anyone looking for cars to stop by World Auto in [redacted]!! Shes the best!!

It is [redacted]' responsibility to maintain his vehicle in proper running order.  Any activities with the vehicle are between [redacted] and his lender.   World Auto is not the lienholder for this vehicle.  I suggest [redacted] consider seriously his personal responsibility for the vehicle and the impact to his credit for not maintaining his relationship with the lender.  His suggested response may adversely affect his credit.

Just received my 2013 Honda Accord EX-L. I shopped around and this car dealership offers the best deals around. Carolina is amazing at her job and helped me to pick out the best car that was available to me. As soon as you walk in she makes you her number one concern. Thank you guys! You were all amazing!

Date: 9/27/17   Revdex.com of Upstate SC 408 North Church Street, Suite C Greenville, SC 29601-2164 Phone: (864)242-5052 Fax: (864)271-9802 Email: [email protected]   RE: [redacted]   Please find below the response to the [redacted] complaint.   World...

Auto’s mission is to become a model enterprise in customer satisfaction, regulatory compliance, and shareholder value.  As part of our effort to achieve a high level of customer satisfaction, we apply a consistent methodology to evaluate each customer complaint.  As part of this review we consider all major areas of the sales and financing process.   Analysis: We reviewed the sales needs assessment to determine if the sales person understood the customer’s requirements and expectations.  We reviewed the sales person process for the vehicle presentation and demonstration to determine if the proper expectations were set for the vehicles features, benefits, and advantages.  We reviewed the sales manager’s deal setup and customer expectation settings.  We reviewed the Finance Manager lending activities, customer credit analysis, lenders selected, and expectations communicated to the customer for how the lending process would be performed.  We reviewed how well the customer expectations were set and their understanding of the activities that would or could occur during the financing process.  Finally, we reviewed what other outcomes had occurred after the complaint was filed and prior to our receipt and analysis of the complaint.   Root Cause of Complaint:   Please find below the response to the complaint:   Response:   ·         The customer placed $1200 down payment on 9/16/2017.  The Customer completed a credit application and Spot delivery agreement.  The spot delivery agreement allowed the customer to take possession of the vehicle pending World Auto helping the customer to get financing for the vehicle by a third party.   ·         World Auto in good faith used the customer’s credit application to submit to two lenders for the customer.   ·         The customer received preliminary approval for financing pending the verification of her credit application.   ·         The lender found the Credit application to include false and fraudulent information, including:   ·         The customer provided a false employer.   ·         The customer provided false job time.   ·         The customer provided a false supervisor.   ·         The customer provided false information on her income.   ·         This false information was uncovered over the course of 6-10 days during the normal lender verification process.  As questions arose regarding the information submitted by this customer, World Auto escalated to her to try and resolve and correct any accidental errors.   ·         Based upon the customer’s fraudulent credit application, the lender declined her application and withdrew their preliminary approval.   ·         World Auto demanded the return of the vehicle based upon the Spot Delivery Agreement, until the customer could provide corrected documentation and correct the false information she had provided for the credit application.   ·         Providing false information on a credit application to solicit financing is a crime.  World Auto clearly states in notices on the walls in our lobby and finance managers offices, that customers who willingly provide false information on a credit application may forfeit their entire down payment.   ·         Even though the customer should not have received ANY down payment money back, World Auto applied our vehicle return charges to the vehicle, and refunded the balance of $65.13.  Attached is the payment receipt that the customer signed multiple times clearly notifying her of the Vehicle Return Charges and her agreement of the Vehicle Return Charges.   Results: World Auto in good faith, trusting the information she provided, requested third party financing for her.  World Auto also offered to her if she could provide an accurate credit application with supporting evidence, World Auto could still solicit third party financing and honor her down payment.  However, the customer has refused and World Auto has no choice but to close this matter.   Next Steps: No further steps will be taken for this customer, and the request to refund her down payment is declined.     Submitted By:   Patrick *. W[redacted]

TO WHOM IT CONCERN:
We apologize for any inconvenience. But we have no record of your cancellation. Please feel free to pass by the dealership during the hours of 11-7pm, Mon-Friday and we will be more than happy to help you out....

Thank you
Management

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.  Regards,
[redacted]In regards to all that which was sent in reply to me, this none of these things were fixed upon. Not only that but as of today, Wednesday, 8/12/15 my front end bumper has all but fell off the car.I will not spend a dime on this vehicle that was sold as a sham and is not fit to drive. I would like to know what are my options at this point. If nothing can be done, this vehicle can be picked up or it will go into reposition. Rearview mirror was not fixed. I can send pictures of this. The man who actually worked on my car (Wade Hampton Location), said he did not know what the check engine light was on for and all he did was reset the fuse but the lights would still come on unless fixed.No and I really don't believe that a new battery or alternator was put on my car.      Personally, I've been screwed and I need transportation to work to provide for my family! I NEED my vehicle in standard running condition!

Date: 5/21/16   Revdex.com of Upstate SC 408 North Church Street, Suite C Greenville, SC 29601-2164 Phone: (864)242-5052 Fax: (864)271-9802 Email: [email protected]   RE: [redacted]   Please find below the response to the [redacted] complaint.   World...

Auto’s mission is to become a model enterprise in customer satisfaction, regulatory compliance, and shareholder value.  As part of our effort to achieve a high level of customer satisfaction, we apply a consistent methodology to evaluate each customer complaint.  As part of this review we consider all major areas of the sales and financing process.   Analysis: We reviewed the sales needs assessment to determine if the sales person understood the customer’s requirements and expectations.  We reviewed the sales person process for the vehicle presentation and demonstration to determine if the proper expectations were set for the vehicles features, benefits, and advantages.  We reviewed the sales manager’s deal setup and customer expectation settings.  We reviewed the Finance Manager lending activities, customer credit analysis, lenders selected, and expectations communicated to the customer for how the lending process would be performed.  We reviewed how well the customer expectations were set and their understanding of the activities that would or could occur during the financing process.  Finally, we reviewed what other outcomes had occurred after the complaint was filed and prior to our receipt and analysis of the complaint.   Root Cause of Complaint:   Please find below the response to the complaint:   Complaint: Customer purchased a Honda Odyssey van AS-IS from World Auto for $7,045.   This purchase included a warranty for the vehicle.  After the purchase the Customer has requested items to be repaired by World Auto.   Response:  The Customer purchased a Honda Odyssey van valued at $8,995, and $8,500 by the National Auto Dealers Association (NADA), and Kelley Blue Book respectively.  The customer took full repair responsibility for the vehicle at the point of purchase on 4/12/16.  Please see attached AS IS Buyers Guide.  The Customer agreed nothing was owed by World Auto at the sale.  Please see the attached WE OWE agreement.   The starter, and battery were working normally at the point of purchase.  The AC was known not to be working at the point of sale.  Within one month of purchase the customer had starter fail and vehicle required battery.  It is unknown if these are the result of the customers actions or just normal maintenance required.   As part of World Auto’s Customer Advocacy Program, World Auto initiated a one-time Good Will Acknowledgement to the Customer for $500 that purchased a battery, repaired the battery cables, replaced the starter, fixed siding, towed the vehicle, and paid the Honda Dealer for a full inspection of the vehicle for the customer.   Even though the customer purchased the vehicle $1500 to $2000 below market value(not counting the warranty), as part of our desire to have high customer satisfaction, World Auto still provided a One Time Good Will acknowledgement to the customer to help them satisfy their repair needs.   Additionally, the Customer’s warranty has agreed to cover the cost of the AC repair, and the Customers Lender had agreed verbally to slide back the customer’s payment to allow for the Warranty $100 deductible.   Results: Based upon the results of the WE OWE, the Buyers Guide, the Good Will Acknowledgement, the Warranty, and the Lender, World Auto believes we have done everything necessary and fair to fulfill our obligations to this customer.   Next Steps: No further steps will be taken for this customer, and the request to pay the customer back her down payment is refused.   Final Status:  Closed.   Submitted By:   [redacted]

World Auto is not a litigious company, and desires to maintain a high customer satisfaction rating.  World Auto did not omit or deceive the customer in any way.  However, in order to resolve this dispute without further legal costs, World Auto is willing to pay the customer back for the balance of her down payment minus the payoff costs of the trade in.  Based upon the contract with [redacted], this total value is $1835.06.   This payment would be contingent upon a release from any liability, a resolved Revdex.com complaint, and an agreement not to report negative information about World Auto by [redacted] to any sources.

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Your listed price is deceptive to consumers because the regular price is nowhere to be found in the advertising so this leads me the consumer and other consumers after me to believe that you're listed price is your firm market price but in reality like you mention it's not, this is deceptive I will be satisfied when your special price is listed side by side with your firm market price.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello [redacted]World Auto has agreed to provide my money back for the trade-in vehicle.Thank you,[redacted]

Date:
4/8/16
 
RevDex.com of Upstate SC
408 North Church
Street, Suite C Greenville, SC 29601-2164
[redacted]
 
[redacted]
 
[redacted]...

complaint.
 
World
Auto’s mission is to become a model enterprise in customer satisfaction,
regulatory compliance, and shareholder value. 
As part of our effort to achieve a high level of customer satisfaction,
we apply a consistent methodology to evaluate each customer complaint.  As part of this review we consider all major
areas of the sales and financing process.
 
Analysis: We reviewed the sales needs assessment to determine
if the sales person understood the customer’s requirements and
expectations.  We reviewed the sales
person process for the vehicle presentation and demonstration to determine if
the proper expectations were set for the vehicles features, benefits, and
advantages.  We reviewed the sales
manager’s deal setup and customer expectation settings.  We reviewed the Finance Manager lending
activities, customer credit analysis, lenders selected, and expectations
communicated to the customer for how the lending process would be
performed.  We reviewed how well the
customer expectations were set and their understanding of the activities that
would or could occur during the financing process.  Finally, we reviewed what other outcomes had
occurred after the complaint was filed and prior to our receipt and analysis of
the complaint.
 
Root Cause of Complaint:   Please find below
the response to the complaint:
 
Complaint: Customer
anticipated receiving lender approval for purchasing a vehicle but was denied
by a third party lender.
 
Response:  The customer placed a $1,000 down payment
with World Auto, while World Auto attempted to gain the customer lending
approval for her purchase.  The documents
clearly show the down payment was pending the customer gaining approval to
purchase the vehicle via financing. 
World Auto does not lend money to customers to purchase vehicles.  World Auto relies on third party lenders to
provide purchasing.
 
Results: The customer did not
receive approval.  $1000 was refunded to
her which was 100% of the down payment she put down and she was NOT charged
mileage or usage of the vehicle during the 24 days World Auto worked to try and
gain her lending approval.  World Auto in
good faith tried to get her financing and allowed her to drive the vehicle
during this entire period.  When World
Auto was unable to get financing we returned her entire down payment.   
 
Next Steps: World Auto is
continuing to improve our Sales training process to make sure customers
understand they have to pay for the vehicle with money or they have to be
approved for financing for a vehicle.  We
are unable to provide free vehicles to customers.
 
Final Status:  Closed.
 
Submitted By:   [redacted] President   [redacted]

Sorry she does not agree with the facts.  The service order system, the WE OWE document, and the Buyers Guide all match the dates in my response.  Sorry she is not satisified.  The customer needs to take mental ownership of her vehicle, and deal with whatever is required to maintain her vehicle.  We will provide no further goodwill to her.

Date: 1/23/17   Revdex.com of Upstate SC 408 North Church Street, Suite C Greenville, SC 29601-2164 Phone: (864)242-5052 Fax: (864)271-9802 Email: [email protected]   RE: [redacted]   Please find below the response to the [redacted] complaint.   World...

Auto’s mission is to become a model enterprise in customer satisfaction, regulatory compliance, and shareholder value.  As part of our effort to achieve a high level of customer satisfaction, we apply a consistent methodology to evaluate each customer complaint.  As part of this review we consider all major areas of the sales and financing process.   Analysis: We reviewed the sales needs assessment to determine if the sales person understood the customer’s requirements and expectations.  We reviewed the sales person process for the vehicle presentation and demonstration to determine if the proper expectations were set for the vehicles features, benefits, and advantages.  We reviewed the sales manager’s deal setup and customer expectation settings.  We reviewed the Finance Manager lending activities, customer credit analysis, lenders selected, and expectations communicated to the customer for how the lending process would be performed.  We reviewed how well the customer expectations were set and their understanding of the activities that would or could occur during the financing process.  Finally, we reviewed what other outcomes had occurred after the complaint was filed and prior to our receipt and analysis of the complaint.   Root Cause of Complaint:   Please find below the response to the complaint:   Complaint: Customer is requesting to back out of the contract eight (8) days after purchasing the vehicle.  The customer claims she does not understand the financing costs, and she was somehow mistreated and manipulated.   Response:  After performing the analysis above, the customer was not mistreated or manipulated in any way.  The customer was explained the Truth in Lending statement on the contract, and shown the costs involved in financing the vehicle.  The interest rate and interest charges are levied by the Finance Company who evaluates the customer’s credit and provides financing based upon their lending rules.  The total finance charges on the contract are the result of compounding of interest at the rate of the contract.  Again, these rates are established by the lender and the customer’s credit rating.  Federal law dictates how this is documented on the contract.  The numbers within the contract were well known at the time of the contract signing, and covered by the Finance Manager.   The customer was not mistreated or manipulated in anyway.  The customer was treated with respect and we politely shared all the information with her as part of the financing process.  If she was uncomfortable with the deal, she should not have signed the contract or she should have expressed some concerns so the management team could have addressed any concerns she might have.   The customer complained about levying a complaint with the owner and unable to reach him.  No complaint was filed or message provided, prior to this complaint at the Revdex.com.   Customer complained about twelve inquiries on her credit.  The customer signed the World Auto credit application, and we pulled her credit one time, based upon this application.  We did contact several banks on behalf of her request to get third party financing.  However, World Auto did not pull her credit more than once.   Results: Customer bought a high quality, low miles 2013 Nissan Altima in excellent condition.  To improve her experience the next time, she should make her payments on time to this lender and improve her overall credit posture.  These steps will enable her to finance vehicles at a lower cost and save her more money over time.  She should also take more time in evaluating what she is interested in purchasing.  Buying a vehicle and then trying to back out eight days later is not fair to either party in this situation.   Next Steps: No further steps will be taken for this customer, and the request to take her car back is not accepted.    Final Status:  Closed.   Submitted By:   Patrick C. W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I do not think you understand my complaint. My complaint revolves around paying $1000 for vin etching, a service that costs around $20 in reality. I did not know this service costs $20, or else I would not have completed the transaction. I was directly misled by finance manager into grossly overpaying for a nominal service, and being lied to about its insurance benefits. Perhaps you do not understand my nuanced claim, so I have gone into greater detail below:I alleging that this business operates in bad faith. I was given an ultimatum when I went to purchase the vehicle that if I did not pay for this vin etching service, I would not be able to purchase the vehicle. This is after Carlos, a salesman, verbally confirmed a sales price with me and ensured that no other charges would be added, except for bank fees and taxes. A vin etching service pocketed by the dealer does not constitute a bank fee or tax. When I went to sign the final papers and pick up the vehicle, the man I was dealing with told me I had to pay this $1000 charge or walk away. When I intimated that I did not think this was fair, he got up and gave me my deposit back, saying that this deal was done. Then he said, "why don't you let me make some money too, since you are getting such a good deal." This manager made my choices very clear: 1) either walk away for this birthday present from my son who fell in love with the car after he expected to drive it home that day or 2) realize that Carlos had lied about not having additional charges and accept this $1000 fee. And to justify this $1000 fee, the manager said my insurance premium would be reduced by 10-15%, so that over time, I would make my money back. So I believed him, and signed the contract. I did some research on my own and discovered vin etching costs way less than $1000. And I called my insurance company and found that I save around $15-20 per year, much less than necessary to recoup my $1000 over time. This smells like clear cut fraud to me. Cheating me out of money by overcharging for a service that costs much less. I didn't know vin-etching is a $20 service, and that I don't save much insurance money. But that is the direct opposite of what you sold to me when I came to close the deal. Show me any reputable service that charges $1000 for a vin etching job. There are other complaints all over the internet saying you charge a similar vin-etching charge. I doubt they are all also lying. I would appreciate if you fully read and understand my claim before alleging that I am lying and fabricating. By saying that I am lying, then you are denying that you charged me $1000 for a $20 vin etching service. This is the central aspect of my claim, which you did not at all address in your response to me.So in short, did you or did you not charge me $1000 for a $20 vin-etching service? I believe the answer is clear.Thank you for your time. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I am 100% happy with the purchase. Staff is very polite and professional especially Caroline. I feel they deserve 10 /10 rating in every aspect.

Date:
4/18/16
 
RevDex.com of Upstate SC
408 North Church
Street, Suite C Greenville, SC 29601-2164
Phone: (864)242-5052 Fax: (864)271-9802 Email:
[email protected]
 
RE: [redacted]
 
Please
find below the response...

to the [redacted] complaint.
 
World
Auto’s mission is to become a model enterprise in customer satisfaction,
regulatory compliance, and shareholder value. 
As part of our effort to achieve a high level of customer satisfaction,
we apply a consistent methodology to evaluate each customer complaint.  As part of this review we consider all major
areas of the sales and financing process.
 
Analysis: We reviewed the sales needs assessment to determine
if the sales person understood the customer’s requirements and
expectations.  We reviewed the sales
person process for the vehicle presentation and demonstration to determine if
the proper expectations were set for the vehicles features, benefits, and
advantages.  We reviewed the sales
manager’s deal setup and customer expectation settings.  We reviewed the Finance Manager lending
activities, customer credit analysis, lenders selected, and expectations
communicated to the customer for how the lending process would be
performed.  We reviewed how well the
customer expectations were set and their understanding of the activities that
would or could occur during the financing process.  Finally, we reviewed what other outcomes had
occurred after the complaint was filed and prior to our receipt and analysis of
the complaint.
 
Root Cause of Complaint:   Please find below
the response to the complaint:
 
Complaint:
Customer anticipated air conditioning repair services after the sale of the
vehicle.
 
Response:  The sale of the vehicle was completed on
October 23rd, 2015 with a WE OWE document attached.  The WE OWE document shows no services or
repairs are required to complete the sale.
 
A number of other
transactions are included in the customer’s statement that are between the
sales person and the customer which are communicated as being “offsite” of
World Auto.  World Auto cannot confirm or
deny the allegations regarding the activity between [redacted] and the sales
person since they occurred off World Auto property and without a World Auto
manager present.  The sales person
expressly denies these allegations.
 
Results: Based upon the
results of the WE OWE and sales contract date, World Auto does not owe [redacted] any service for her vehicle. 
 
Next Steps: World Auto
does help customers get better prices for repair and parts if possible.  Payment is required when those services are
rendered.    World
Auto is continuing to improve our Sales training process to make sure all sales
activities are occurring on the World Auto property, and no expectations are
communicated for repairs without being on the WE OWE agreement.
 
Final Status:  Closed.
 
Submitted By:   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 First of all, I do not or have never waited or worked at a coffee shop. I do understand how your business model works. Sell cars for prices higher than you pay for them. But again, you are neglecting to answer the main part of my claim: did you or did you not charge me $1000 for a vin etching service that costs much much less than $1000? Your manager led me to believe that this vin etching service costs $1000 and I will be able to recoup the costs back through insurance. Now I know it does not, and hence, I am filing a complaint. My problem, is again, not that I was forced to buy the car by your management. My complaint revolves around the fact that I was misled into purchasing a $1000 service that in reality costs much less. This is the second email you have sent me but you conveniently do not mention the vin etching payment. And to repeat myself some more because you seem have to missed all the crucial points of my previous email, there are other people with the exact same complaint on the internet. Please answer this vin-etching claim. To be perfectly clear for the third time: I am not disputing being forced to buy a car from your store. I am disputing being sold a service that actually is worth $20 for $1000, and being lied to and told that what I am paying will be recovered by insurance over time. Strong-arm negotiation tactics by the manager there is further evidence of bad faith. And failing to mention the $1000 vin etching charge in your second email seems fairly suspicious to me. Please do try and address the crux of my argument: VIN ETCHING!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]