21st Century Auto Group

Review: I purchased a 2013 [redacted] from 21st Century Auto Group on Wednesday 2/17/16 and also purchased an extended car warranty. I shopped around the next day and found a better deal on a car warranty for a cheaper price and a longer term then the one I purchased from 21st century auto. I read the contract for the warranty from [redacted] and It said I can contact the issuing dealer within the first 60 days and cancel and terminate the contract. I either emailed, called or texted the finance guy in charge or the person who sold me the car starting Monday 2/22/16 and it's Wednesday 2/24/16 and all I been doing is getting the run around. They say I have to talk to this person and that person and they will call me back and say my guy said our warranty is better you should keep it because the warranty I'm trying to get I can't take my car to the [redacted] dealership and in reality I can and he went on to say if you cancel you will have to pay a penalty I told him I don't care I want to cancel the contract and terminate for the extended warranty. They was trying to talk me into keeping it I guess because they get a commission and also they would have to refund a portion of the overall purchase price, but that's not no problem. So they told me they will call me back and let me know what the finance guy say I never got a call or an update since. I'm tired of getting the run around I tried calling and working towards a resolution with 21st Century Auto Group but they don't seem like they want to cooperate so I had to get Revdex.com involved and hopefully they get help me get a resolution to this problem I read a few reviews on this company most of them was bad and my experience was OK at first but now it just took a turn for the worst. I just want the contract canceled and terminated and a check issued either to me or the lien holder which the contract says can be done and I need proof of them doing so because as you can see I can't trust people who have shady business practiceDesired Settlement: The contract be canceled and terminated and a refund be issued either to me or the lien holder and I need proof of the warranty cancellation and check being issued.

Business

Response:

When [redacted] purchased an extended warranty from 21st Century Auto Group, since customer was unsatisfied we tried to provide customer with different options of warranties. [redacted] has refused all warranty sold by 21st Century Auto group therefore we have canceled his warranty effective February 17th 2016. We have also issued and sent a check to [redacted] on February 26th 2016 check No. [redacted] Please close this complaint as 21st Century Auto Group has complied with customers request.

Review: Under my warranty agreement with this company my tires are supposed to be covered for 60 days, the issue started when I purchases my vehicle a 2011 [redacted] on March 19,2014, the back right tired was flat, being that it was late I just went and put air it, the next day it was flat again and the monitor said that the 2 back tires were losing air, I took it to the dealership and sat for 4 hours for them to fix it the next day it went flat again I called them back and explained the issue and they told me to bring it back I ended up bringing the vehicle to them 3 times and each time it was the same result, the tires are flat the next day, eventually I called them and was really upset and [redacted] the manager being that every time is called I was unable to get my sales guy [redacted],said he will order me new tires ,2 weeks later he said to bring the car in. So I had my brother take it in and I didn't get new tires. He said it wasn't the tires it was another issue and that they were going to fix. The next day I went to Philadelphia first while I was driving the car started to shake as the odometer hit 60mph by the next day the tire was flat to the rim that's when I noticed that not only was the tire in really bad shape it was a different tire altogether ! I had to drive with the donut back home and when I called them they keep giving me the run around [redacted] is busy and everyone else that keeps coming on the phone is telling me to put "air" in the. Tires.. The warranty is up inBout a week and I feel that is what they are trying to do so they won't have to fix.Desired Settlement: I would like for them to give me new tires.

Business

Response:

I will address the items in the customer's complaint one by one:

First, The 2 month/2000 mile warranty on the vehicle is a POWERTRAIN WARRANTY. This is the state-mandated lemon law warranty placed on any used vehicle sold anywhere in the state of NJ. Tires and wheels DO NOT fall under powertrain coverage in any circumstance, so the notion that we are putting her off to avoid a warranty claim is by nature incorrect. The customer can check her own paperwork to verify this.

Second, we did replace the 2 rear tires and checked the rims for her already. We did use previously used tires, (we contract with a company that provides these to us with a minimum tread life of 75% remaining). It is usually not our policy to provide new tires unless we agree to do so in writing. If the customer has it anywhere in writing that we agreed to do this, I will have new tires ordered immediately.

Third, the customer returned to us with a donut on the car and a tire in the back that had been SLASHED. It is not the responsibility of the selling dealer to replace a tire every time a customer destroys one. In the interest of customer service we did replace the slashed tire. Again, we have exhaustively checked the tires, rims, and tire pressure monitoring system, and there is nothing wrong with any of them.

In conclusion, we feel that we have taken all necessary and correct measures to satisfy this customer. New tires were NOT promised at any time to the customer, and short of that, I'm not sure what else we can do here.

Review: I came in came into 21st Century Auto Group on 12/13 looking for a car I had seen on cars.com however when speaking to the salesman ([redacted]) he informed me that the car had been sold. He then processed to show me other cars. I finally decided to purchase a 09 [redacted], the salesman then proceeded to inform me about their “160 pt. inspections " to guarantee nothing was wrong with the car, this fee was $3000. He explained the fee included new brakes, new tires, etc. During the test drive, I noticed the car’s tires were in extremely bad condition. I told the salesman I was not going to buy the car unless new tires were put on the car. The salesman told me to buy the car with confidence & not to worry because he will ensure to order new tires & purchase new tires for the car. I believed in his word & bought the car. I was given tem plate & registration that had an exp date of 1/11. The expiration date came & went. I called the dealer numerous times to ask about my plates. They explained they were having issues with the title & the Motor Vehicle Commission was the reason for the delay. I asked to have 2 temp plates & they told me they couldn’t give me 2nd plates because it was illegal. They also told me to drive the car & if I were to get pulled over and get a ticket, they would pay the fine. I knew then something was wrong. I called Motor Vehicle Dept in Trenton and explained the situation. MVC informed me that it was not illegal to issue 2 plate & instructed me to go to the dealer and demand 2 temp plate. On 2/27th I went to the dealer & demanded 2 tem plates. I spoke to several managers, they tried to have me make a trade off to purchase a new car. I insisted I didn’t want to make a tradeoff & all I wanted was my 2 plates. They again told me that they could give me my 2 temp plates. I told them I had called MCV & that according to MVC they needed to provided me with 2 plates. I also asked for information regarding the new tires IDesired Settlement: After insisting for hours, I finally was issued 2 tem plates. Surprisingly, the next day of informing them that I had called MVC, they called to let me know that my plates and registration had arrived. The car was purchased Dec 13th and I received my plates on Feb 28th.

I am disgusted at their tactics and just want the new tires that were also part of the business deal between myself and 21st Century Auto Group. I am driving a car that is unsafe because of its tires. I also learned that the NJ General Attorney has filed suit against 21st Century Auto Group.

Business

Response:

I have made arrangements with [redacted] to bring his vehicle in for service on Wednesday, April 2 to have 2 new tires installed. As long as that happens as planned, this situation should be resolved.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me if business completes resolution by the promised date.

Regards,

Review: This establishment is one of the worst places I've ever been to we purchased our vehicle and was not able to do a full inspection myself because they were too worried about getting me to do a good service review right in front of them to put online. We were sold a vehicle that could not pass a state inspection. Also we purchased this Vehicle in January and it is now April and we have yet to receive our plates or paperwork to get the vehicle registered ourselves. We call multiple times a week and everyone is out of the office but I know they are just avoiding speaking with me. Last time I called and actually had the opportunity to speak with someone I was told I would be refunded my money I paid for Tax to get the registration and plates, and have yet to receive that. IT HAS BEEN 4 MONTHS...Desired Settlement: All we want is our money back or our tags and plates for this vehicle.

Business

Response:

In response to [redacted] the car was originally to be registered in the state of [redacted] where they reside, as per their information on the paperwork. Our DMV manager [redacted] requested a [redacted] inspection in order to register the vehicle, it was at that time the customer requested to have all the documentation transferred to [redacted]. We are not legally able to make any changes without the banks approval, which was [redacted]. The bank requested proof of change of address from the customer causing a delay. Now the taxes are different from state to state causing the Bill of Sale to be changed. The customer was informed that once all the paperwork was properly re-instated he would receive the documents needed to register the vehicle in the State in which he resides. At this time we are still waiting for proof of address from [redacted] We currently have [redacted] bill of sale, the drivers license are from [redacted] At this point we are waiting proof of address from [redacted]. the delay is on there end not ours. they need to send the proof of address to [redacted]

Review: My husband purchased a car the beginning of march. There was something wrong and he wanted to return it. No one would answer his call, and he was well within his warranty. He got into an accident, through no fault of his own, when he was on his way to return it. When he finally returned the car the dealership couldnt find any of the original paperwork and was failing to return the 2000 dollar deposit. The sales manager is now using harassment and intimidation through threat of a lawsuit to get us to pay for damages that we are not responsible for. Also the reasoning of the dealership is shady, they declare that the proper information was not provide at the time of purchase. They are using their power to tell us they cant find any paper work and then threatening to sue because of their own negligence and unlawful practice as well as horrible custumer service.Desired Settlement: They have the vehicle, we would like the deposit returned and the harassement to end. If not a lawsuit will ensue against them.

Business

Response:

Sticking strictly to the facts here...The customer purchased a car from us, and they were not satisfied. We agreed to take the car back in order to accomodate him. He returned the car to us with collision damage. The customer states in the complaint that they were involved in an accident prior to returning the vehicle. We have been unable to verify that they had valid insurance on the car at the time of the accident, and in the absence of an insurance claim, we are keeping the deposit to try to partially offset our losses. The estimate to repair this car is in the several thousands of dollars. I can provide a copy of this estimate if necessary. I'm not sure how the customer feels that because they had an accident in the car that they owned, that they are somehow not responsible for repairing any damage. If they can provide insurance information, so that we may make a valid claim, we will happily refund their deposit.

Review: My family and I bought a 2005 VW Touareg from 21st Century Auto Group on [redacted] At the time they only had one key fob for the car. I asked them if they had a second one and was told that one would be ordered for me once my registration and title were processed. I recieved my new plates and title on [redacted]/14 and again requested the key fob and was told that it would be ordered. As of today, 5/2/2014 I have not received the key. I emailed [redacted] on [redacted]/2014 and was told, "If you think you can get the key faster you can order it yourself, otherwise you have to be patient." I feel that the key was never ordered and they are just ignoring my emails.Desired Settlement: I want the key at no charge to me. [redacted] (Finance manager) and [redacted] (the salesman) made that promise

Business

Response:

It is my understanding that the salesperson, [redacted], has the key in question in his possession, and has made arrangements with Mr. [redacted] to pick up the key next week. We apologize for the delay, and poor communication. Getting keys made from dealer-to-dealer is actually a very complicated process, and does take some time. We should have kept Mr. [redacted] in the loop more.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: On 7//4/15. I purchased a 2012 [redacted] from 21st Century Auto. While talking to the finance Mgr. (Boris), I was charged $1,000 for a Limited Lifetime Warranty (LLW), which I find out later, should have been provided by 21st Century at "NO COST." Initially, I was not given a copy of the warranty and now I know why. When I went back to 21st Century on 8//6 and got a copy, the cover page clearly stated, "This LLW is provided at no cost to you by the dealer listed above." Since this time, I have attempted about 5x's to get my $ refunded, with negative results. My attempts to speak to the owner (Dmitry Z[redacted]) has not yet occurred. When I contacted theLLW CO[redacted], I was informed that this LLW was in fact no charge, but it had been cancelled by the dealer, because the car had not been sold. What is also strange is that no where on the BILL OF SALE, does it show this $1,000 transaction. Nor, was I given a separate receipt. What I can tell you is prior to being charged the extra $1,000 for the LLW, my monthly payment was $489. After I was charged for the LLW, my monthly payments increased to $504.21.Desired Settlement: I would like my monthly payment reduced to the original amount of $489.

Business

Response:

[redacted]In case of this complaint I have no records of the Limited Lifetime Warranty allegedly being charged for $1,000.00 to your contract. The Limited Lifetime Warranty is an optional coverage given out by the dealership to save customers money on their deal while protecting their vehicle. By providing this option, 21 Century Auto Group accommodated the customer by adding value to the vehicle by providing the warranty. On 8/13/15 [redacted] spoke to the owner of 21 Century Auto Group, Dmitry Z[redacted] and was offered for customer satisfaction: $500.00 and full service for a year on the house. The two combined are valued more than the $1,000.00. Through my research of the deal your contracts do not have additional money charged for the Limited Lifetime Warranty.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: When I called the warranty company on 8/6, I was informed that the coverage had been cancelled on 7/30. That's 26 days after the purchase of my vehicle. If what you stated in your response is true, why was it cancelled and by whom?

Regards,

Business

Response:

The lifetime warranty that we have been discussing is not an item that can be sold. It is an item that a dealer can use to accommodate acustomer it also adds value to the vehicle by providing the warranty. 21 Century Auto Group does not have to give the warranty to our customers, we are being generous by offering you the previous option of $500 and a year of service or to continue the warranty and a year of service. By demanding for money ($1,000.00) and expecting to get reimbursed for money that was not taken for a warranty is discouraging on our end. We are more than willing to accommodate.

Review: The Sales Contract was done incorrectly the first time. The bank sent paperwork back to auto dealership and I had to come into the location with EXPIRED temporary tags that they gave me a second time to sign paperwork. They promised to have all my DMV registration [redacted] to me, but I have not received anything as yet. I purchased the car a month ago and still have not received my license plates. I have had to park in a garage and pay garage fees.

They should reimburse me for all fees I incurred due to their negligence.Desired Settlement: I want my license plates, dmv registration and inspection sticker ASAP. As well as, being reimbursed for my garage fees.

Business

Response:

The reason that the papers needed to be resigned was because we were working with the bank to get a lower interest rate for [redacted] We were able to successfully get a lower rate on the vehicle, which is why she needed to come back in to resign. The reason that the plates were delayed was because [redacted] owed the dealership the remainder of her down-payment. Her DMV transaction was not submitted until we received the remainder of the payment.

Review: 09-30-2014 Honda CR-V 2011 (VIN # [redacted]) was purchased with following two agreements:

- Spotless hood + Detailing interior & exterior (At the time of purchase, Car had spots on the hood. It was not clean from inside either. Sales Manager [redacted] and Sales person [redacted] agreed to get it fixed with a written agreement to push for sale that very same day as it was the end of month)

- Used but newer tires which still have 3/4 life left in them. (Sales Manager [redacted] and Sales person [redacted] agreed to get it fixed with a written agreement)

As of today, Dealership has refused to get the car hood fix as it needs to be repainted. Buffing the hood has not remove the spots.

As per tires, Sales Manager [redacted] who agreed to it is no longer employed. Thus, Dealership is refusing to fulfill what is on paper.

I am very frustrated at this point. I have complied with every request they have made. However, they have failed to comply with their customer service and satisfaction. I have reached this stage with more than a month of patients and more than 30 frustrating phone calls.Desired Settlement: I would like to have the dealership provide me with full refund of the vehicle. Vehicle was purchased for $18,347.53.

Business

Response:

Please find attached 2 documents: One with [redacted] signature clearly affixed, that conspicuously states that "USED CARS SOLD COSMETICALLY AS SHOWN". The second document is our written promise to [redacted] to DETAIL his hood in an effort to remove the spots. We clearly did not promise to repaint [redacted] hood. We made several attempts, using every automotive chemical and compound at our disposal to remove the spots from the hood. His desired resolution of a full refund for the vehicle is ludicrous considering the nature of the issue at hand. We have made every effort to resolve this situation to his satisfaction. This is a MINOR cosmetic blemish, and in no way affects the drivability or safety of the car.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I would not have purchased a car with clearly visible white spots on the hood & Bold Tires. I was promised, the removal of the spots to sign car papers at the last day of the month. I was told "We are a big dealership, we will take care of it"In addition to the spots on hood, I was promised used tires which still have 3/4 life left in them by the Sales Manager [redacted] and Sales person [redacted]. [redacted] was to provide tires within 2 weeks of purchase. I am not satisfied with either of those promises and I am left with completely bold tires and spots on the hood. Completely bold tires are for sure a hazzard on road during this time of the year. Please see attached document with Sales Manager [redacted]'s Hand writing. I am also questioning their documentation process. Copy of the "WE OWE" submitted with response is an older version.I have complied with every request dealership have made. However, they have failed to comply with their customer service and satisfaction. Even after 2 months, Not a single phone call was made by the management team to me to rectify this situaition. They clearly do not care.Hense, I am demanding either of the two things, Complete two promies in one visit or provide full refund.

Regards,

Review: Someone called regarding a 2005 Chevy Trailblazer LS. They advertise the vehicle for $2600. When I went to their auto dealership. I met with sales person Bella who told me that I should have read the fine prints that wasn't the price. He was going to give me credits for being a students, military personal and loyal customer these credits actually bring up the price to $4000. I told them that I'm not going to buy this car. He went in the back spoke to his manager came back told me that the will sell they vehicle for $3000. They give me a test drive, the car sound very bad and gas gauge says it was empty. Bella told me that the car needs gas. I didn't want to buy the car but they force me to take car. I sign a contract they didn't explain to me what I'm signing. Paid for the car $3800 all together. After to drove the car to the first gas station the car gas tank was full. I discovery that the car has a faulty gas tank told the sales person. He told that they will not take car back for me to take the car to a good tech shop they car don't even have a NJ inspection. This company mislead me to buy a faulty car and they will not accpet it back. Please help me....Desired Settlement: I want to return this car back and gt my money because it's not good. I felt like they trick me into buy this car with they shady sales tactics.

Business

Response:

In response to the complaint by [redacted], this vehicle was purchased by [redacted] in "as is" condition. The stipulation of an "as is" sale was explained to [redacted] before purchasing the vehicle. He agreed to these terms and purchased the vehicle. We offered to do an inspection of the vehicle on premise. I have attached a copy of the contract proving that he purchased the vehicle in "as is" condition.

Review: The dealer stole half of my down payment towards the purchase of the new car. Only half the down payment reflects on the contract, the bank has also stated the same. I've made numerous calls with no assistance regarding this matter. the finance manager continues to make threats.

also its been over a month and I have no plates, temp plates have expired, the dealer stated they would overnight and never fulfilled that promise. I had to commute for another temp plate.

The dealer has failed to pay off my trade car, it is now affecting my credit.Desired Settlement: refund for my down payment that the dealer stole, and compensation for the damage they caused to my credit.

Business

Response:

Regarding [redacted] Revdex.com Complaint As per our agreement, 21st Century Auto Group will make the remaining payments of your Nissan Rouge #[redacted] The remaining ten payments of $490.00 will be paid to [redacted] chk#[redacted] We will also return the [redacted] #[redacted] to our local [redacted] dealership. See attached documents. In regards to the plates and registration 21st Century Auto Group outsources out of state. The paperwork is currently being processed and [redacted]’s temporary plates do not expire until 8/6/15. I spoke to [redacted] on 7/30/15 regarding the down payment and I am currently working to get more information from her to resolve this matter. Due to unforeseen circumstances the process took longer than expected by the finance institution. We have now resolved the issue and we appreciate your cooperation and understanding. Thank youTell us why here...

Review: Stated 47,600 miles on website and verbally to me

46k and change, I didn't pay for this Audi A5 with 49264 miles.Desired Settlement: [redacted] I want to return the car.

Business

Response:

I apologize for the delay in response. Attached you will find 2 documents with [redacted] signature affixed, that state the vehicle had 47600 miles at the time of delivery. We have no way of verifying this now after the fact. I have seen the photograph supplied to us by [redacted] showing the 49K+ miles on the odometer, but there is also no way to verify when that photo was taken. IF a mistake was made, it was an honest one. There is no advantage to a dealer to misrepresent vehicle mileage by approximately 1500 miles. While I do not wish to cast aspersions as to [redacted] motives, it is clear that he does not want to keep this vehicle. We have offered to trade him out of his vehicle into another one,and to date he has declined. Bu offering to take the vehicle back and put him in another one, I feel that we have made a good faith effort to resolve this matter, as we are under no obligation legally to take back this vehicle.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:[redacted] I don't know how this happened I just got in the car to leave New Jersey and the odometer is 49624 which is almost 3000 more then when you sold it to me as 46k

Regards,

Business

Response:

We don't understand how this happened either...that photo is meaningless...you can set the date and time to anything you want in the car's settings menu. As I stated before, there is no benefit to a dealer to under report a vehicle's miles by 1500 miles (do the math). I'm not sure either what [redacted] motives are here, wanting a refund for a vehicle for such an invalid reason. I have already provided documents with HIS SIGNATURE on them stating the vehicles miles at the time of sale.Again, we have offered to trade him out of his vehicle, an offer which he has to date declined. We have made a good faith effort to resolve this dispute, and this is our final position on the matter.

Review: On Feb 26 my 2006 [redacted] was traded in for the purchase of a new vehicle. To date the loan for the 2006 [redacted] has not been paid off. I have called the dealer several times and have been given countless stories. I was told the loan would be paid off well over a week ago as they had received funding from the bank for the vehicle that was purchased. Every day I call, everyday the person that handles payoff is out to lunch. No one has given me any straight answers and I need the vehicle paid off so I do not get hit with a late payment notice on my credit report.Desired Settlement: Payoff car loan for 2006 [redacted] that was traded in BEFORE March 12th

Business

Response:

To whom it may concern:

Please see attached documents confirming the payoff of the vehicle in question. We sent check # [redacted] in the amount of $17,567.95 via [redacted] on 3/7/14. We apologize for the delay. My understanding of the matter is that we had the wrong social security number on the payoff form, and this error was not caught right away.

We regret the inconvenience we caused [redacted], and we invite her to schedule a FREE vehicle detailing at her convenience. She may contact me directly at [redacted]

21 Century Auto Group

Review: I most recently purchased a preowned [redacted] from 21 century auto group, putting a down payment of 10,000. Due to some credit issues I needed to be in a certain payment bracket. I was told by a finance agent by the name of [redacted] that I can come back in 3 months which brought me to the month of January and trade the vehicle for a car of my choice which preferably was an SUV. Because of my credit score I wasnt able to do that from the begining. Never was told that I needed to pay all there dealer fees once again and that iwould loose 7,0000 of my deposit. I went back and I was offered 15,000 for my car, I owe the bank 11,400 so this means im only getting back 3,600 dollars. When I was toldby [redacted] personaly not to worry, only to make my first 3 payments ontime and he would work with me on getting me into a better vehicle. This is not fair I was lied to and swindled into taking this vehicle, when I refused to leave the lot with the car this is what I was told. Please review this matter and I await a response. Thank youDesired Settlement: I would either like a refund of my deposit or what I was promised without loosing such a high value to my previous purchase.

Business

Response:

Sticking strictly to the facts here: [redacted] purchased a vehicle here in October, which was not her dream vehicle, but one that was able to fit into her current budget based on her personal credit issues. The finance manager told her at that time to make her first few payments on time, and to bring the car back and we could see if her credit score improved enough for her to afford a more expensive vehicle. This is fairly commonplace in the automotive industry, for a customer to use the car loan to improve their credit by building a history of on time payments, and either refinancing their current loan at a lower interest rate, or trading their current vehicle in to move up to a more expensive model. It also common knowledge that after only 3 months into a 72 month finance contract, you are going to be in a negative equity position on your vehicle for 2 main reasons: First, everyone knows that vehicles depreciate significantly the minute you drive them off the lot, and second, in a simple principle/interest loan scenario, most of the interest is still unpaid on the loan only 3 months in. The general rule of thumb is that you need to pay at least 48 of the 72 months before you are in an equity position.

While it is certainly possible to trade out of a car after only 3 months, it's not always prudent to do so. Fortunately after we ran the numbers for [redacted] she made the wise decision to keep her current vehicle. Every car deal is a separate entity in unto itself. There is no way to "transfer" a deposit from one deal to another. It just doesn't work that way, and no one here would have told her that. I believe this to be a case of [redacted] not understanding fully what the finance manager was trying to explain to her.

Dealer fees are charged on every car deal. They are directly related to our cost of reconditioning each vehicle and making it ready for sale. These fees of $2499 are clearly stated on our website. What I can offer [redacted], if she is still interested at this point, is to waive the dealer fees for her if she wants to trade out of her current vehicle. As I stated before, my own advice to her would be to wait a little longer...maybe make the first 12 payments on time, get a nice bump upwards on her credit score, and try to save some money by getting a much lower interest rate on her next loan.

Review: I purchased a car at 21st century auto group in Springfield, NJ on November 21, 2015. The car I purchased did not have an owners manual, did not have a front plastic piece under one of its headlights, AND it was also missing a spare tire as well. The car I purchased also had four brand new tires with four brand new stock rims. I went to the dealership with my brother and my father and all three of us loved this car and the way it drove and all three of us saw it parked with four brand new tires and four brand new stock rims.The second we decide that was going to be our next family car, the salesman that was helping us decided to come up to all three of us and say "I'm going to drive the car to the back of the dealership and "get it cleaned". Now as soon as he said that we all looked at the car and it already looked clean except for the fact that there were a bunch of deep scratches on the trunk and rear bumper that I specifically told him I was not going to purchase the car unless ALL of the deep scratches on the trunk and rear bumper were REMOVED. He told me no problem we will remove all of the scratches on the car but you would have to come in on another day to schedule an appointment to have the work done. I trusted him so I took his word when he drove my car to the back of the dealership to "get cleaned" AND I also took his word so I made an appointment to come in and have all of the scratches on the trunk and rear bumper removed. As soon as the salesman brought our car to the front of the dealership it looked washed and ready to go but we noticed a few days later during the daytime that the four tires and hubcaps that were on our car were NOT the four brand new tires and four brand new stock rims that we had originally seen our car with in the dealership. The scratches were never fully removed because they said they were deep and they could not remove them. I took his word and now Im left with a car that has deep scratches AND four used old tires with hubcaps.Desired Settlement: I want what I should have received the day I purchased my car, I want four brand new tires with four brand new stock rims, that's how the car was before our salesman sent it to the back "to get cleaned". They switched the four brand new tires and four brand new stock rims and replaced them with four old used tires and four hubcaps. I do not want four old tires and hubcaps, I want the four brand new tires and four brand new stock rims that the car had when we saw it before the salesman sent it to the back. I also want my trunk and my entire rear bumper removed of ALL scratches that they could not remove the day I went to my appointment. KEEP YOUR WORD, BE HONEST AND FINISH THE JOB AND APOLOGIZE FOR THE HORRIBLE AND UNPROFESSIONAL CUSTOMER SERVICE I WAS TREATED WITH THE DAY I WENT TO MY APPOINTMENT TO GET ALL OF THE SCRATCHES REMOVED. I LET ONE OF THE MANAGERS KNOW THAT OUR BRAND NEW TIRES AND OUR BRAND NEW RIMS HAD BEEN SWITCHED FOR OLD TIRES AND HUBCAPS. HE DID NOTHING ABOUT IT.

Business

Response:

[redacted] purchased a pre-owned 2013 Nissan Altima with 42,410 miles on November 21, 2015. All pre-owned vehicles in the state of New Jersey are sold cosmetically AS-IS, warranty only covers engine and transmission depending on mileage. Before [redacted] purchased his vehicle he was aware of any and all cosmetically defects on the vehicle. Also every vehicle that is purchased from our establishment is detailed and cleaned as courtesy to our customer regardless of the condition of the car during the time of purchase. As per the tires and rims, it would be impossible and unethical for tires and rim to be removed as we do not have a lift and all service is done inside the service department located inside our establishment. I have attached pictures of vehicle when it was advertised; please not 2013 Nissan Altima 2.5 is a base model does not have stock rims but caps that look like rims. Please look at picture attached.

Review: Where do I begin... I purchased a vehicle on August 28, 2015. I went to sign my papers Karina the finance rep offers a drink of course we accept as a celebration on our car not knowing that this was so we wouldn't know what we was signing. I went home and analyzed the paper work and I realized they charged me $3,000 more than I was suppose to be charged on the base value of the car. The vehicle was suppose to be 31,000 and they charged 34,000 I have pics proving the price!! Then on September 14 ,2015 I realized that my plates still have not got here I called back the dealership and got the run around finally on Wednesday they stated that they thought the car was being registered in a different name so basically they waited around weeks before they even attempted to register my car or even letting me know there was a problem with doing so. Why did they even wait 3 weeks to register it is even more insane. My temp plates will be expiring tomorrow 9/19/15 and I have not received my plates. Their resolution is to have my vehicle. Once I park it, it will collect tickets on the street as I do not have a garage. I need to drive my car to work. They suggested I still drive it! can you believe that they want me to drive a car with expired plates. I can not afford to take a cab to and from work. I'm already paying for this car. They NEVER OFFERED PAYING FOR A RENTAL FOR THEIR INCONVENIENCE. They do not know when my plate is coming. No one here is helpful they give you the run around the finance person karina does not get back to you at all NEITHER does the woman from their dmv dept. They have caller Id so they will ignore your call when you call regarding any issues!! If all that wasn't enough I received a ticket from E-Z-PASS For not paying the e-z pass on 8/21/15 mind you I didn't get the car until august 28,15 they said that is something I have to fight instead of offering to fight it for us for our inconvenience. DEALING WITH THIS DEALERSHIP HAS BEEN A NIGHTMARE.Desired Settlement: I would like my plates before they expire which will not happen since they expire tomorrow I would like a loaner or rental that the company pays for. I would like to be refunded for the extra $3,000 they charged me for the car. That I now have to pay for as part of my loan for them charging me 34,000 instead of $31,000 which I have pics as that was the price they were suppose to charge as it was on the internet advertised as such.

Business

Response:

In regards to [redacted] and the complaint that he submitted on 9/18/2015 , We handle all of our business with the up-most respect and high quality customer service, which includes and is not limited to making sure that all our customers are happy, especially when they are purchasing a vehicle. As one of the Finance mangers it is my job and responsibility to disclose to all of my customers the amount that they are financing, along with their APR, term of their loan, the interest amount that they will be accumulating, total amount of payments that they will have, along with the total selling price of their vehicle. So it should be no surprise for [redacted] on the amount that he is financing. I did my due diligence of making sure that I explained everything to them in full detail. The accusations that he has bestowed upon my job ethic and over all integrity as a professional is incorrect. Additionally, I have received three phone calls from [redacted] and I have reached out to him and spoke to him, I am not sure what he means by us screening his calls and intentionally not answering, that is invalid information. I have spoken to Nevenka the dmv clerk, who has also validated that she did miss a few phone calls, but that is only because she was physically not here but at the DMV doing her job of getting customers plates and registration completed. But she did give him calls back but he was not responsive. The reason why [redacted] plates were not completed on time is because he failed to disclose that we were missing proof of his address and pay-stubs, of which we needed to obtain in order to process everything for the bank. Any little delay or incorporation of customer will delay the process of their plates being processed. The customer has had their plates for a while now, so hopefully that will rectify any further dissatisfactionhe may face.

Review: Hello,

I purchased a 2007 [redacted] September 20, 2014 from 21st Century Auto Group. I was conned into signing over my truck (2002 [redacted] -119K miles) that was paid for to receive the vehicle they sold me. Nothing on the books (meaning no record of trade-in recorded) or anything! I sent my title and I was told by the sales person [redacted] (who mysteriously doesn't work there anymore) I would have my plates in a matter of 2 Weeks. I call and was advised, I couldn't receive my plates until I paid my state taxes. I pay my taxes about a 2-3 weeks later (when I got paid) to find out now they are working on getting me my plates. Ok fine. I call about a week later to see what's the hold up on my plates and now they telling me, there was an issue with my insurance. So again, I call my insurance company ([redacted]) to settle my balance and this took about another 2 weeks (when I got paid). Ok, now I should be good. I call the receptionist name [redacted] and registration department at 21st Century and speak with [redacted] and she informs me she's working on my plates. I'm constantly getting calls from my finance company ([redacted] regarding the title because they need it to settle my transaction but I have no information for them because now I'm not able to speak to anyone regarding my situation over there. My interest rate went up on the account of them stalling on processing my plates and I can't drive the truck that I'm paying for monthly! I left numerous calls and voice-mails with [redacted] in title and registration and she have yet to call me. This has been going on for 5 months straight. When I call the receptionist over at 21st Century, I get the run around and same excuse "we can't do anything because [redacted] is responsible for that area". This is absurd and not fair at all! A customer should not have to jump through hoops to get what [redacted] paid for. This is bad business practice and something needs to be done about itDesired Settlement: I don't want any dealings or property of theirs anymore. I would like an apology for all of my time and heartache plus a full refund of this vehicle. All they have to do is let me know where to drop it off and it's done! I'm an out of state purchaser

They have my telephone number as I left it with the receptionist(s) and [redacted] plenty of times. . [redacted]

Business

Response:

This is a response to the Revdex.comcomplaint submitted by [redacted] complaint #[redacted]. The customerstarted off with his complaint that he was coned into trading in his vehicle.Every person has cognitive power to make their own decisions, the customer waswell aware of the trade in transaction, and what value he was receiving for hisvehicle. Additionally the customer insinuated that the salesperson thatassisted him on the purchase of the vehicle does still work here.“Mysteriously doesn’t work there” was what he said. This sales consultant waslet go and no longer works here so he was advised correctly. We are not surewhy the customer would assume there is some false motive for providingincorrect information. In regards to rectifying the customers situation thereis nothing else we would like than to fix it. Bottom line is that the customerhad not paid his taxes and provided us with invalid insurance information dueto none payment. Therefore there is nothing we can do when a customer has notpaid their taxes or their insurance company. But when he pays all involvedparties he expect for it to be done at that exact moment. But unfortunatelythat is not how it works. It is the customer’sresponsibility to provide us withvalid information and updated insurance. In cases when this does not occur theprocess is significantly prolonged and therefore that is the reason why [redacted] does not have his plates and registration.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: they have stalled and stalled on getting my information. I can't believe they would play this card of blame. After I file a complaint with Revdex.com, they mysteriously call me and try and give me an excuse of there being an issue with my insurance when it has been settled for more than 3 months! They are definitely procrastinating and providing inaccurate statements. Please investigate them because they are lying (excuse my language)! You will be doing us a huge favor.

Regards,

Review: Hi, I've purchased my vehicle in August from Century Auto Group in New Jersey. I've provided all paperwork and documents necessary to retrieve my plates. I spoke with a representative from my financing company [redacted] regarding my issue(s) and the rep ensured me she would stay on top of it because I was in danger of a rate increase because they haven't received my lien/title. I've called and sent numerous emails to this dealership with no call back or progress. It has been close to 6-7 months to no prevail and I need my vehicle plates so I can drive my vehicle. They are avoiding my calls I believe committing an unlawful code of ethics. The vehicle has a coolant leak and malfunctioning adapter headlights. I made a mistake purchasing this vehicle from a gentleman name [redacted] who basically "con" me into signing over my vehicle which was paid off to him without it being acknowledged on paper. I should have known something was wrong but being excited, I let these guy take advantage of me and my handicap brother who was with me that day. Can you please help me. If I can give this car back (which I wish could happen so bad but I know that's hard) or get my plates delivered asap and the vehicle fixed, I'll take it. Please help me.

Business

Response:

In response to re: [redacted] complaint submitted 2/24/2015 complaint #[redacted] , after careful review of the complaint that [redacted] submitted via Revdex.com, the following information has been analyzed and 21st Century Auto Group has a completely different recollection of events along with facts that have been presented to Revdex.com. First, the vehicle had been purchased on 9/20/2014, not 8/30/2014 as [redacted] disclosed to Revdex.com. Attached we have added a copy of the bill off sale where the purchase date is clearly stated. Secondly, our company had made numerous attempts to contact [redacted] regarding missing insurance paperwork and documentation that the customer lacked in providing our dealership. Our DMV clerk attempted to speak with [redacted] on 9/26/2014 at 2:45pm with no success she left a message regarding the lack of presentation of the inspection that the customer was responsible on doing along with providing us with proof in order for our 3rd party agency to submit to the state of [redacted] in to get the plates. Unfortunately no response was given and we attempted to call again on 9/30/2014 5:09pm in regards to the same issue. At this time our company had followed its policy's by contacting the customer twice without success. On 10/06/2014 we received the inspection and sent it out to our 3rd party agency that deals specifically with out of state deals. They informed us that the customers insurance information was expired or not updated and therefore got kicked back. We attempted again to contact the customer to obtain the updated insurance and even provided the customer with the specific insurance department contact information which was as follows ([redacted]. All that the customer needed to do is provided updated info. Finally on 2/11/2015 the customer, [redacted] provided proper insurance identification card and just recently we have been able to do what we need to do in order to insure that all our customers are happy. Unfortunately there is only so many times that our company can contact its customers in the hopes of obtaining information , because we have about 150 customer that we deal with per month on average. Our goal and priorities are first and for most to make sure that our customers are happy. And the delay was due to the lack of documentation that was not provided by [redacted]. We did sincerely cover our end by submitting all proper documentation, but when we are missing certain documents there is only so much that we can do. - Thank You [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: I purchased a vehicle with this company on September 15,2014. I submitted my insurance information the same day which allowed me to leave with the vehicle that same night. A couple days later I got a call from the salesman asking me to resubmit my insurance information. I called my insurance company and they faxed over my info again and I also emailed the salesperson via his personal email the same information. He then told that was received it and I should receive my plates in about 2weeks. More than 2 weeks went by went I realized that my temporary plates expired. I called them to inform them I have yet to receive my plates. After getting the run around, they told me I needed to now submit my insurance information for a 3rd time, this time with a barcode. No one ever called me to inform me that my previous submissions did not meet their standards. After submitting the insurance info to another person because my salesman was on vacation I thought finally I'll get my plates, but that wasn't the case.Based on their track record of following up I called to confirm the process. Only to find out that it still wasn't taken of. No one received my email which again was sent to a private email. So frustrated beyond belief I call and asked to speak to the manager. I explained to him all of the above. He apologized on behalf of the business and vowed that he handle it. He had once again submit my insurance information to his personal email. He stayed with me on the throughout the whole process which gave me some solice that things would finally get resolved. That was October 15th. It is now November 3rd, almost 2 months after my purchase and I still have no plates. I called the manager today and he didn't remember who I was. I tried to jog his memory and he said he'd call me back in 30minutes its been an hour and I'm pass my capacity of patience with this business. Ive been driving around with expired plates and registration PLEASE HELP!!Desired Settlement: Plates and registration immediately

Business

Response:

We apologize for the delay, sometimes banks place stipulations on car loans after the cars have been delivered, and it takes time to work out the issues. In this case, we were waiting to get the title to her vehicle from the bank. We have it now, and her registration is in process now. We will have her plates and registration in hand by this Friday, November 14th at the latest, and will make arrangements to deliver them to the customer immediately. In recognition of [redacted] inconvenience in this matter, we'd like to offer her a free vehicle detailing. She can present this letter and make an appointment for that whenever she chooses.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,