Initial Business Response /* (1000, 5, 2017/11/04) */
Mr*** did in fact put $down for Gurley Leep Hyundai to locate a vehicle for himHe was told that this is a Non-Refundable deposit as the car he agreed to purchase was the only one of it's kind within milesWe located the
vehicle in Louisville, KY and purchased the vehicle from Hyundai of LouisvilleWe then sent two drivers to Louisville to pick the car up and return to our dealership for Mr***On 10/31/Mr*** notified us that he had purchased a different carGurley Leep Hyundai fulfilled our promise to the customer and incurred expenses on Mr***'s behalfNot only did we pay for the driver's time to bring the car from Kentucky, but we now own a vehicle that we really do not need or want in our new car inventory
Initial Consumer Rebuttal /* (3000, 7, 2017/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not told this deposit was non-refundable and I did not sign any contracts stating it was non refundable
Final Business Response /* (4000, 9, 2017/11/15) */
Although the dealership will record a loss, we will refund the customer's $
Initial Business Response /* (1000, 5, 2016/05/24) */
I believe Mr *** did not understand the benefits of the Theft Prevention feature on all of our carsHe believed he was purchasing a type of car insurance that he is already covered forOur theft prevention coverage would pay him *** on top
of whatever his insurance company pays him in case of theftIn addition, it deters thieves from even breaking into a carRegardless, we contacted Mr ***, brought him into the dealership, removed the charge for coverage and he re-signed paperworkHe should be happy now
Initial Consumer Rebuttal /* (2000, 7, 2016/05/26) */
This matter has been completely resolved to my satisfactionI appreciate your efforts in this matter
*** ***
Initial Business Response /* (1000, 5, 2017/12/23) */
Gurley *** and the customer have agreed to have Gurley Leep refund him $which is half of the cost of the service contract in question
Initial Business Response /* (1000, 5, 2016/01/28) */
Contact Name and Title: Mark *** GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gurleyleep.com
Mrs*** came into our dealership on December looking to purchase an SUVI had direct conversations with her at the sales
person's desk and not once did she convey to me that she wanted to carry kayaksShe initially purchased a certified pre-owned Subaru OutbackShe signed all of the paperwork and drove the vehicle off of the lot, consummating the purchaseThe following day she came back and said that the car made her car sick at night when she drove itEven though we had a perfectly legal car sale, we ripped up the paperwork, as the deal had not been sent to the bank yetShe then put herself on the Ford Escape and said that was the SUV she wantedThis time the paperwork was sent to the bank and fundedShe returned once again stating she could not carry kayaks in the EscapeShe wanted to go back to the Subaru OutbackI found this interesting since she had said the car made her sick while driving at nightIn trying to accommodate her wishes, we offered the Outback to her again at a price in which we were losing $to make her happyWe cancelled her extended warranty that she had purchased on the Escape to help make up any differenceMrs*** wanted us to also give her back the taxes that had been paid on the Escape transaction in addition to the title feesThis did not make good business sense as we would be losing too much moneyMrs*** may be unhappy, but we went over and above to try and assist her
Mark ***
General Manager
Gurley Leep Hyundai-Subaru
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What he is sharing is not accurateI was clear to everyone there that I intended to buy a vehicle to transport KayaksIt was the only reason I was shopping for a vehicleIn fact when I first met the sales manager and I told him I had looked at subaru's and Jeep Patriots, he told me those were odd choices and I shared that I was only shopping for a vehicle to carry my Kayaks, and his salesperson knew that tooI recently moved away from a lake and now have to transport my Kayaks that was clearI also had not put any money down when I left with the SubaruI returned the next day and shared that I did not feel well in the Subaru and asked to drive the Escape againSince they did not have a down payment I could have left altogetherI wanted to do good business and bought the Escape rather than walking outWhen I returned with the Escape after my vacation, since it can't carry kayaks I inquired about an Escape without a moon roof and the sale person said noHe said you already did an escape and it didn't work why would you even consider itI asked about a Patriot they had, and he said it was gone and my only option was a subaru and would I consider going back to oneI felt trapped as they ruled out other options and I had not use for a car that couldn't transport my kayaksI did not ask about getting the taxesThis statement is absolutely not true as I wouldn't even had thought of this "Mrs*** wanted us to also give her back the taxes that had been paid on the Escape transaction in addition to the title fee I have proof of the transaction they were trying to offerThey were not out and even if they were it does not compare to the loss I am takingI was losing my 5,down and stuck with a vehicle that I can't use for the purposes I neededAgain I re-iterate that they were only giving me a choice of the subaru despite my request when I walked in too look at other options such as an escape without the roof or a patriotIf they deny this they are not being honest
Final Business Response /* (4000, 9, 2016/02/12) */
Contact Name and Title: Mark *** GM
As stated in my previous response, we went over and above to make this customer happyWe ripped up a valid contract on the car she brought back after a day, claiming it made her car sickAfter selecting the Escape, signing all contracts and submitting tose contracts to the bank, she returned again not wanting it either, she wanted the initial car back that made her car sick? I guess I'm a little confusedWe would have gladly ripped up the contracts for the Escape if the bank had not already funded the loan.She cannot hold us responsible for her indecisiveness
OFFER:
Initial Business Response /* (1000, 5, 2017/08/29) */
Gurley-Leep Motor Werks ("Dealership') has requested that I investigate the complaint filed by [redacted] ("Customer") with your office and to respond to your letter to the Dealership dated August 8, 2017.
As part of my investigation, I...
requested that the Dealership provide me with all of the sales documents relating to the purchase of the subject vehicle by the Customer from the Dealership on June 19, 2017. In this regard, I am providing to you herewith copies of the relevant sales documents. For your convenience, I have had my assistant mark these documents which I will refer to in this correspondence by placing an Exhibit letter in the right-hand corner of each of the documents that I will refer to.
Exhibit A (Purchase Order)
In Exhibit A, which is the purchase order that the Customer signed with the Dealership, I note that on June 19, 2017, she purchased a 2010 Subaru Outback motor vehicle, which was a used motor vehicle, and had 132,869 miles on the odometer at the time of the purchase. I further note that Exhibit A expressly sets forth that the vehicle was being sold by the Dealership "AS IS — WITH ALL FAULTS". I further note that Exhibit A also contains language by which the Customer acknowledged that the used vehicle was being sold to her without any express or implied warranties, including all warranties of merchantability or fitness for a particular purpose, and that the Dealership expressly disclaimed any liability to the Customer for any consequential damages, loss of time, or inconvenience arising out of the purchase or operation of the vehicle. I have highlighted the pertinent provisions that I refer to on Exhibit A.
Exhibit B (Buyers Guide)
On Exhibit B, which is the Buyers Guide that the Customer signed at the time of the purchase of the subject vehicle, I again noted that there is a recitation in very large type that the vehicle was being purchased "AS IS — NO WARRANTY". Furthermore, Exhibit B also clearly sets forth that the Customer acknowledged that she would pay all costs for repairs and that the Dealership assumed to responsibility for any repairs. Again, I have highlighted the pertinent provisions of Exhibit B.
Additionally, in Exhibit B, I also noted that there is language by which the Customer could have requested that the Dealership allow the Customer to have the vehicle inspected prior to the purchase thereof by a mechanic on or off the lot of the Dealership. I am advised that no such request was made by the Customer. Page 2 of Exhibit B also sets forth a list of major defects that the Customer was apprised could occur with reference to the purchase of this used motor vehicle.
Exhibit C (Information Re: Extended Service Contracts)
In my discussions with the General Manager and other representatives of the Dealership, I was also advised that as part of the process by which the Customer purchased this used vehicle, she was also afforded an opportunity to purchase an extended service contract to cover mechanical repairs to the vehicle, but declined to do so. In Exhibit C, I noted that there were various options for different types of extended service coverages, including the mechanical repair coverage, that the Customer could have opted to purchase but, in each instance, she declined the opportunity to do so. The only extended coverage that the Customer purchased was GAP-Arch Insurance coverage. Again, in Exhibit C, I have highlighted the pertinent portions of the document confirming that the Customer declined to purchase most of the various extended service contracts that were made available to her as part of the purchase process, including the mechanical repair coverage. Had she elected to purchase the mechanical repair extended service contract, the problem she experienced with the engine of the vehicle would presumably have been covered and paid for under the extended service contract.
Inspections
I also spoke with the Fixed Operations Director for all of the Gurley-[redacted] motor vehicle dealerships and also with the Service Manager at the Dealership to confirm whether or not any inspection was made of the vehicle before the same was offered for sale. I was advised that each of the Gurley-Leep dealerships inspect all vehicles before they are offered for sale and that there are four levels of inspection.
The highest level of inspection is referred to as a Factory Certified Inspection for newer and low mileage vehicles.
The next highest level of inspection is a Quality Inspection which, pursuant to the protocol filed by all of the Gurley-Leep dealerships, requires that the vehicle have less than 80,000 miles on the odometer and be less than 6 model years old.
The fourth and lowest level inspection is what is referred to as a Green Tag Inspection which is done on any vehicle that has more than 100,000 miles on the odometer. I am told that this is basically a safety inspection or what the Gurley-[redacted] dealerships refer to as a "stop and go" inspection. This means that they make sure that the vehicle starts and that there are no safety issues in terms of stopping. Since the vehicle purchased by the Customer had more than 132,000 miles on the odometer prior to the time that the vehicle was offered for sale, it would have undergone a Green Tag or safety inspection only.
Exhibit D (Internal Service Invoice for Pre-Sale Service Work)
also obtained from the service department a copy of the work that was done by the Dealership before the vehicle was sold as a result of the Green Tag Inspection. This document is included as Exhibit D. Please note that an oil change was done and the oil filter and oil filler neck seal was replaced due to an apparent oil leak that was observed by the service technician as part of the Green Tag Inspection process.
I also noted in reviewing the Customer's complaint filed with your office that after she experienced some problems with the motor of the vehicle she contacted the Dealership regarding the situation. I note in her complaint that she acknowledges that the Dealership advised her that she had purchased a used vehicle having substantial miles on the odometer at the time of purchase and that the transaction specifically provided that the Dealership had disclaimed any and all warranties, express or implied, and that the Customer had purchased the vehicle AS IS and WITH ALL FAULTS.
In talking with the representatives at the Dealership, they indicated to me that in the interest of "customer relations" they offered to work with the Customer to trade her out of the vehicle. I am advised that various representatives at the Dealership have met with her on a few different occasions and provided her with different options that included purchasing another used vehicle or leasing a new vehicle. None of these arrangements were acceptable to the Customer.
I was also told that the Customer also spoke with the service department about replacing the engine or rebuilding the engine. The service department determined that rebuilding the engine was not an option and the Customer did not want to pay the cost of replacing the engine.
The last time the Dealership had any contact with the Customer was on August 2, 2017, when the Customer, along with her husband, looked at another vehicle at another Gurley-[redacted] dealership and then left in this vehicle for about an hour, with the Dealership later learning that they had taken this car to a mechanic for an inspection. After driving this vehicle, the Customer and her husband indicated that this was a vehicle they wanted to purchase. The Dealership quoted her payments above $300 per month (which was higher than the monthly payment ($234.62) on the vehicle that the Customer had purchased). The Customer refused to pay this higher monthly payment amount and told the Dealership to continue to search for yet another replacement vehicle. The Dealership then suggested the best option for the Customer might be to lease a new Volkswagen vehicle, but the Customer indicated she was not interested in this proposal since the lease payment would be higher in amount than her loan payment on the vehicle she had purchased.
could purchase without having her monthly loan payment increase in amount beyond what she was paying on the vehicle she had purchased. The Dealership indicated to the Customer that they were not able to locate any such vehicle and that leasing a new vehicle, in the opinion of the Dealership, would be her best option.
On Wednesday, August 23, 2017, the Dealership received a text message from her early in the morning inquiring whether or not the representative she had been working with at the Dealership would be in the office that day, but the Dealership has not heard from her since.
In conclusion, it appears to me that the Dealership did not do anything wrong in its dealings with the Customer and has tried to work with the Customer on multiple occasions to assist her in purchasing or leasing another vehicle. The Dealership also told me that they are still willing to work with the Customer to trade her out of the vehicle she purchased but it would likely result in a higher monthly loan or lease payment to put her in another vehicle.
If you have any further questions, please feel free to contact me. My direct dial number is [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2017/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In Exhibit C it was stated that I was "afforded an opportunity to purchase an extended service contract to cover mechanical repairs to the vehicle, but declined to do so" and "highlighted pertinent portions of the document confirming that the Customer declined to purchase most of the various extended service contracts that were made available to her as part of the purchase process." I was never offered any such warranties, nor was any of the extended warranties ever explained to me. From the get go they told me "there are no warranties with this car because it is an AS IS car". I was the one that had to ask for GAP insurance because it was not going to be offered to me. This is my first time buying a car on my own, the first car I had was leased, and every one before that was a car I paid for in cash. Never once were extended warranties offered or explained to me. When I had received a call from one of the Scott's at Gurley [redacted] he too said the same thing to me, and I told him that I was NEVER offered any warranties. When Brandon had called me later on that day I had told him what Scott said and asked if that were true, and Brandon said to me "No there are no warranties because it is an AS IS car and Scott knows that." Therefore Exhibit C is false, and Gurley [redacted] should have stated on the contract or when they were contacted that that is what they tell customers. I was never offered and had not been informed that such offers existed for me- even on an AS IS car.
Yes, Gurley [redacted] has been trying to "trade me out" of my vehicle. But they have made no attempts to contact me, I contact them every time. I just text Brandon yesterday (9/5/17) and he still has not replied to me. On top of that, they are not willing to give me the full amount of my loan and are trying to charge me more money to get into something different. It is ridiculous for me to have to pay more money for a new car when I have been told that I can get into a car for the amount that I am paying at now. It is ridiculous that even with having purchased an "AS IS" vehicle that I do not have it a month and the motor in the car blows. I maintain that when the oil change was done that they should have been able to see in the oil that the motor was going out and that the car should not have been put on the lot. As a first time car buyer this is by far the worst experience I could have possibly imagined and for no one to help, and only want to charge me more money and to say that the dealership had no "wrong doings" is truly unsettling.
If they are not willing to refund my car, then I would like the full loan value of my car to be applied towards a new car.
Final Business Response /* (4000, 9, 2017/09/07) */
We have a detailed process where we offer all of our clients a pretty detailed MENU of products at the time of signing. Ms. [redacted] was offered this MENU where it was declined for any extended warranty but she did except a GAP contract. The vehicle was sold "AS IS" and the statement that Ms. [redacted] state "there are no warranties with this car because it is an AS IS car" is a true statement implying that with an AS IS vehicle there are no implied warranties with this vehicle. We have attempted to trade Ms. [redacted] out of her vehicle on several occasions. The vehicle was checked out by our technicians and there were no visual leaks or noises of concern that would of alarmed my technician or staff members telling us that we should not retail this vehicle. The damage that was incurred to the vehicle happened well after the vehicle was purchased from Gurley Leep.
Initial Business Response /* (1000, 5, 2017/06/13) */
Everything that was promised to be a part of the purchase of the [redacted]'s new vehicle was followed through with. When they were here they chose to purchase a used truck. I personally worked with the [redacted]'s on the transaction and the...
paying of the mileage overage that they would be billed for from ford was never discussed or promised. The only promise was that we would take care of covering the last 3 payments of the lease. The lease the signed and agreed to on the trade in vehicle shows the mileage allowed. They went over the miles and it is their obligation to take care of finishing out that contract. It was never told to them we would pay the fees at lease end. We said we would simply pay the final 3 payments, and we did.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never worked directly with anyone other than [redacted] on this. Everything that was discussed was through him and no one else. If there were other people involved we were unaware of it as they did not contact us in any way. As opposed to stated above, we WERE promised that we wouldn't have to pay the overage. [redacted] told us the last three payments AND the overage would be taken care of. That's why this all started, because we were promised something and it wasn't followed through with. I can't make it any more clear that the ONLY individual we discussed ANYTHING with was [redacted]. In regards to the attached paper, we noted in our original complaint that we had an issue with our vent that wasn't followed through with either. The word "vent" is hand written in the notes because we told [redacted] about the issue so he was definitely aware of the issue. This issue to this day has not been fixed and we have contacted the dealership as well as attempted to contact [redacted] numerous times with no response.
Final Business Response /* (4000, 9, 2017/06/19) */
[redacted] is a salesman, all details on pricing and structure of any deal goes through a manager. [redacted] as a salesman cannot make the decision to fix anything or promise anything. I was presented by [redacted] with a deal contingent on paying the final lease payments, which I agreed to. That was the only stipulation to the deal. Items handwritten on the we owe form are in valid and the form was never signed by a manager, the only initials or signatures on the form were by the customer, a customer stating they want items fixed or thrown in without the approval of a manager are not approved items and wont be addressed.
Initial Business Response /* (1000, 5, 2017/01/16) */
It seems there was some confusion on the part of the sales person who was dealing with Ms. [redacted] and the process of canceling products after the sale. Sales people are not to handle the canceling of products. Only Finance Managers are...
qualified to handle the canceling of any products. We have put into place corrective measures to assure this does not happen again. Our policy is to immediately cancel any products the customer may opt for at the time of sale should they desire to do so after they take possession of the vehicle. Ms [redacted]'s extended warranty has been canceled and I apologize for any confusion.
Initial Consumer Rebuttal /* (2000, 7, 2017/01/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/11/25) */
Contact Name and Title: Brad [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gurleyleep.com
To whom it may concern:
We understand Mrs. [redacted]'s concerns. However, we have been nothing but truthful and honest with her...
concerning the payoff situation of her car. We have explained to her in communication that there was a lock box problem with Kia when we sent them payoff check for her 2013 Kia Soul. At that time they called us explaining that they had lost the check and needed another one issued. We obliged to Kia's request and sent them a new check. We put stop payment on the original check due to the fact they admitted that they lost it. While they were waiting to receive the second check somebody at Kia found the original and tried to cash it. Of course, it came back as insufficient funds due to the fact we put stop payment on the check. After that Kia sent us back the second check we sent them instead of cashing it. Thus the confusion begin with the customer, us, and Kia motors finance. Mrs. [redacted] has been communicating with the collection department at KMF that does not have access to the communications we are having with upper level individuals at KMF. I have explained to Mrs. [redacted] that those individuals are just doing there job. We have been in contact with our Kia Motor Finance representative by the name of Michael [redacted] We finally received confirmation yesterday that he personally will call Mrs. [redacted] and fix the problem. I am copy and pasting Mr. Livingston's emails in the comment section so that you and Mrs. [redacted] can see that Gurley Leep was not at fault.
A few minutes before 5pm CST, I dialed the number XXX-XXX-XXXX twice and received voice mail both times, so the 2nd time I left a message apologizing to [redacted] and letting her know it was a lockbox issue on our end and that through our lack of communication we exacerbated the problem. I emphasized it was KMF and not Gurley Leep that made the error, and apologized again and thanked her for her business.
Any other questions/issues don't hesitate to reach out - thanks for working with me on this - sorry for the heartburn and thank you for your continued business and partnership!
Mike
Michael [redacted]
Business Development Manager
Central Region - Kia Motors Finance
Hyundai Capital America
312.718.4071
[redacted]@hcamerica.com
After I sent that email I also asked if Mrs. [redacted] late charges will be taken care of and that her credit will be restored to the proper order considering it was not her fault. I am including the answer to that email as well.
Brad-
Yes customer service told me they will apply the check retro to the date of when the original payoff was first attempted - they tell me it will take care of any late charges etc. Now I always get a little leery about saying anything about "all charges" are taken care of because I have no idea if she might have shorted a payment or something during the course of her first contract. But assuming there were no other lates/past dues then she'll be good to go.
Please keep me in the loop if you guys learn otherwise - we'll get it handled!
Thanks & have a great Thanksgiving!
[redacted]
Michael [redacted]
Business Development Manager
Central Region - Kia Motors Finance
Hyundai Capital America
312.718.4071
[redacted]@hcamerica.com
As you can see we have been working to resolve the issue and we understand Mrs. [redacted]'s frustration. However, after countless hours involved in fixing this it appears the problem is being resolved by Kia who was the party at fault.
Thanks,
Brad [redacted]
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the business. Yes I have been told all of the information written above. The bottom line is that Mr. [redacted] has NOT contacted me as of 1:11 p.m. CST. I have not received any voice mail messages. I asked to be contacted on my cell phone number (XXX) XXX-XXXX or via email: [redacted]@gmail.com.
Also I have a screen shot from my online account with Kia showing that I owe them a balance of $1,033.65 dated today, Nov. 25. I cannot paste the image or upload it. If there is someway to do thatI will be glad to as further proof that this issue is not resolved.
[redacted]
(XXX) XXX-XXXX
Final Business Response /* (4000, 23, 2015/12/23) */
From: Brad [redacted] (mailto:[redacted]@gurleyleep.com)
Sent: Wednesday, December 23, XXXX XX:XX AM
To: [redacted]
Subject: Fwd: from [redacted]
This might help you
Sent from my iPhone
Begin forwarded message:
From: [redacted] Michael (HCA)"
Date: December 15, 2015 at 10:39:35 PM EST
To: "[redacted]@gurleyleep.com"
Cc: "[redacted]@gurleyleep.com"
Subject: FW: from [redacted]
This is simply an FYI to keep you in the loop - I have not heard anything back from [redacted] so I'm assuming she's content with how this is now progressing so I don't want to pester her too much. The account is paid in full as of last week (retro to the date of original payoff) and we are implementing a fix to her bureaus which takes a month or two.
I'll keep you in the loop if I hear anything and please do the same on your end.
Thank you and Merry Christmas to you and your families!
[redacted]
Michael [redacted]
Business Development Manager
Central Region - Kia Motors Finance
Hyundai Capital America
312.718.4071
[redacted]@hcamerica.com
Final Consumer Response /* (2000, 25, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am eternally indebted to Michael [redacted] and his due diligence in doing Gurley Leep's job. I have not posted to this website nor contracted GL because both the Revdex.com and GL made it abundantly clear that they were not going to do a thing to help resolve this matter. Walk a mile in my shoes. I bought a car from GL in good faith on Sept 29. Then began the collection calls from Kia Finance, NSF charges on my 2013 Kia account, the letters threatening repossession of the vehicle I no longer owned, reports to bureaus that I was 60 days+ late on my payments, drops in my credit score and letters from my other credit card companies dropping my credit limits because of the negative reporting from Kia Finance. GL could have prevented this by caring enough to make phone calls on my behalf, providing me with documentation about their bounced checks, and getting a "paid in full" letter for me. I think the piece that seems to be totally misunderstood by the management of Gurley Leep is that when a customer talks to people in a Collections Dept and recounts the story I was being told about lost and bounced checksI was treated like a liar. Collections people have heard it all. And I lacked any physical documentation to substantiate the supposed facts of what had happened. This fiasco has impacted my health. The ONLY good thing that GL did was to give me Michael Livingston's phone number. Thank goodness he understood and cared enough to do the work that GL should have done. The collection phone calls have stopped. The repo letters have stopped coming. I have a "paid in full" letter thanks to Michael. The 2013 account no longer appears when I log into the Kia Finance website. So I know that Michael is doing what he promised to do to correct and end this nightmare. GL desires zero credit for resolving any of this problem. I have removed their sticker and license plate frame from my car so I am no longer advertising for them. I understand that GL is a huge, very profitable corporation. They seem to have forgotten that they built their empire by selling cars one by one to people like me. I will never step foot in that dealership again. I will take my car to the Kia dealer in Michigan City for servicing. I was treated shabbily by GL management and will not recommend the dealership to anyone.
My gratitude to Michael [redacted] He is ethical, service oriented and committed to following up. He does what he promises. Thank heaven. Maybe the management of GL should follow his lead and prevent this disaster from ever happening again to another customer. Seems there is a saying in the auto industry about "service after the sale". Maybe the management of GL should google it and take a few lessons.
I do understand that it is going to take 2-3 credit cycles for the negative reports to drop off my credit reports. Thanks again, Michael, for continuing to follow up on this for me. You are correct. I have not been in touch with you because I am satisfied with the progress that you have made
on my behalf. Words cannot express my appreciation and gratitude to you for all that you have done for me. Thanks for doing GL's job. I will continue to monitor my credit scores and credit reports for positive changes.
Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/06) */
Contact Name and Title: NATE [redacted] SERVICE MGR.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@GURELYLEEP.COM
THE ESTIMATE WAS PRESENTED TO THE CUSTOMER AND THE CUSTOMER AGREED TO THE WORK AND ALSO PAID FOR THE WORK PERFORMED. I HAVE...
REVIEWED THE PRICING AND IT IS ALL IN LINE WITH OUR PRICING STRUCTURE. I COMPARED PRICING TO THE RICKS 66 GAS STATION THEY RECEIVED THE OTHER ESTIMATE FROM AND WE ARE COMPARABLE TO THEIR PRICING AS WELL. AS A GOODWILL TO THE CUSTOMER I OFFERED $250 IN STORE CREDIT.CUSTOMER DECLINED OFFER.
OFFER:
$250 IN STORE CREDIT.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ricks 66 quoted $360 - 370 for comparable brake service to what Gurley Leep did. They have done numerous brake changes using ceramic pads in years past and have not suggested replacing brake fluid.
We don't have any need for additional service at this time, and don't want to use Subaru as a bank.
Brake fluid in this instance either didn't need replacement or should have been covered by warrenty. Still desire refund of $195.
Final Business Response /* (4030, 10, 2015/08/18) */
no new offer
Initial Business Response /* (1000, 5, 2015/10/05) */
Contact Name and Title: Scott [redacted] GM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@gurleyleep.com
The front license plate holder is ordered and should arrive on Thursday 9/8. We will refund the ticket of $60 also any other fines will be...
refunded upon receipt of getting a copy of the fine.
OFFER:
The front license plate holder is ordered and should arrive on Thursday 9/8. We will refund the ticket of $60 also any other fines will be refunded upon receipt of getting a copy of the fine.
Initial Business Response /* (1000, 5, 2015/10/06) */
Contact Name and Title: Scott [redacted] General Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gurleyleep.com
We would love to assist Mr and Mrs [redacted] purchase a vehicle, the problem that the customer had in the attempt to purchase the...
first van was with the financing. Due to the credit history of the buyers, the income and structure of the deal offered, we were unable to obtain a bank approval for the customer. Knowing their situation and wishes to purchase a minivan, we did indeed offer an alternative mini van, that we would have been able to get a finance approval for but the customer was not interested in the van we had. Mr [redacted] is correct that the van was 2 years older and did have XXXXXX miles versus XXXXX miles the selected van had but the mistake in this complaint is that we were never asking or attempting to sell the van for the same price or more than the desired vehicle. We are a dealership that lives on our customer retention, repeat business and integrity...no matter someones situation. We take a lot of pride and maybe even more of a personal touch with families that have been turned away at other local competitors because of credit bumps in the past. We love being able to help and I would like to personally work with Mr and Mrs [redacted] to help their situation and help their family get in to a vehicle that they like and that we can make work for them. I have attempted to call 3-4 times but have not reached anyone so we may not have the accurate contact info in the system. Please give me and my team another chance to prove that we are not like the other dealerships in the area...we are here to help...and want to help...
OFFER:
Please reach out to me directly and I will work with your family every step of the way to find the right vehicle and auto loan that works for all of your needs and budget...XXX-XXX-XXXX..ask for Scott [redacted] I am the General Manager I am in all day, every day except Wednesdays
Initial Business Response /* (1000, 5, 2016/07/07) */
Contact Name and Title: [redacted] Service Dir.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@gurleyleep.com
Service advisor was told this vehicle is stored for several months. During the most recent service it was noted battery's...
voltage low and not yet failed. The rear wiper blade was an observation that was a typing error as explained by the service advisor and apologized, however the technicians recommendation as noted was to replace the "windshield" wiper blades. The tire measurements were as noted: left rear at 3/32, right rear at 2/32 and left front at 7/32 and the right front at 6/32: based on the tire tread depths, an alignment was recommended. The customer noted he had the tires replaced in the spring of 2014. I spoke with customer along with advisor and service manager. I offered a free alignment, if the customer would bring vehicle back to have re-inspected at no charge, and that any warrantys that would be applicable would be applied. The customer declined and stated would rather used the Revdex.com and was unwilling to bring vehicle in.
Initial Business Response /* (1000, 5, 2016/09/13) */
MR. [redacted] brought his Yukon in for a Tire & Wheel Claim. When he came in he did drive into the service drive he did his paperwork signed the repair order and left. we then moved the car into the service area section of the parking lot. the...
car was there over the weekend and during that time the window was broken. it is our responsibility to provide the same protection for customers cars as we provide for ours. our insurance does not pay for any damages occurred on our lot for customers vehicles as it states on our repair orders. I will include a copy of the repair order for you to see
Initial Consumer Rebuttal /* (3000, 7, 2016/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Gurley Leep. How do I know the broken window was caused by vandalism and not by the dealer? Also the dealer parked the car in the outside lot not me.
Final Business Response /* (4000, 9, 2016/10/06) */
I understand that Mr [redacted] is upset however trying to say that we as Gurley Leep broke his window is a little far fetched. the vehicle was parked outside as explained earlier we do not have the capacity to keep all vehicles in the building so we park them in our outside lot.
Initial Business Response /* (1000, 5, 2017/06/21) */
[redacted] did buy a 2008 Chrysler pacific
on 06/19/2015 with [redacted] miles on it she did have a service contract on this for 2 years or [redacted] miles
I show no record of her calling the service department
or making an appointment to...
have anything check
we wound be glad to look at it but it would be her
responsible to get the car to us and would be her
responsible for repairs
Initial Consumer Rebuttal /* (3000, 7, 2017/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the salesmen that took care of me, never once did he say I had to contact the service department. I've always paid cash for older cars and this was supposed to be a great car, never had to deal with service departments. The salesmen always gave me some bs excuse, like I said he never told me I had to call the service Department. I had 2 warranties on this car and when ever I took it to a shop they called and nothing was covered. Your salesman knows I called and knows he just blew me off. I will never recommend your company to anyone.
Initial Business Response /* (1000, 5, 2017/02/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gurleyleep.com
On behalf of the Gurley Leep's service department I am sending my deepest apologies for the inconvenience and mistrust we may...
have instilled in our customer. Being a part of the service team we take pride in alleviating the frustration from car troubles, not adding to it. The service advisor working with the customer just recently joined our team and made a error when suggesting services that was not needed. We take full responsibility for what happened and we are in the process of giving the customer a full refund for the additional services paid for. Customer stated she would like to take her business elsewhere for her vehicle to get serviced which is unfortunate to hear. Since it is a Cadillac, the vehicle must be serviced here and not at the preferred dealership which was explained to the customer. The customer and I were able to talk the situation out and I ensured her we will take better care of her when coming in for future service visits. The customer seemed satisfied after hearing an explanation of how things took course and thanked me for taking the time out to give her a call.
Initial Business Response /* (1000, 5, 2015/12/10) */
To whom it may concern,
Customer was scheduled for November 23 to drop his truck off for an appointment that stated another shop had his dash out and now the 4x4 is not working. After dropping truck off customer stated that a crank shaft...
motor and 4x4 actuator had also been replaced and 4x4 still not working. Technician pulled his truck in and found that the instrument cluster was never full or properly loaded in the truck causing no indication that the truck was going into four wheel drive. I recommended to customer that he have us reload the instrument cluster for the 4x4 to work properly. I also recommended safety items such as brakes and ball joint as these were items found during our inspection, customer approved of the instrument cluster reloading, front brakes, track bar ball-joint, diesel filters, and battery service. After completion of work the technician retested and found that while suspended on the lift while in four wheel drive all four wheels would drive. Technician test drove and while diving on asphalt the four wheel drive was WI engaged and working as designed.
Customer picked truck up Tuesday November the 24th and when approaching customer to thank him for his business he put his truck in four wheel drive and had to pull forward a few feet and he nodded and thanked me stating it was working. Customer then called the afternoon of the 26th stating his four wheel drive was not working, He stated that he took it right home and tore through his yard and got stuck. I apologized for the inconvenience and told him to bring it right in and I would have my technician look at it. He brought the truck in Friday the 27th and my technician found the driver side front hub was broken. I then called customer stating this to him and he inquired why it was not found the first time. I answered with it was not broke when he left and that things do happen, and that possibly broke while using the four wheel drive. I quoted customer a price and he was very dis-pleased, stating he would have never bought anything else the first visit if the four wheel drive was never fixed. I restated that we recognized it was working when he left. In a resolution I offered to have the technician install the hub if he purchased the part. customer agreed and schedule for the following week. The technician installed customer's hub and tested again and confirmed that the hub was working properly.
Case ID# [redacted]
Thank you
Kevin [redacted]
Gurley Leep Ford service manager
Initial Business Response /* (1000, 5, 2017/11/04) */
Mr*** did in fact put $down for Gurley Leep Hyundai to locate a vehicle for himHe was told that this is a Non-Refundable deposit as the car he agreed to purchase was the only one of it's kind within milesWe located the
vehicle in Louisville, KY and purchased the vehicle from Hyundai of LouisvilleWe then sent two drivers to Louisville to pick the car up and return to our dealership for Mr***On 10/31/Mr*** notified us that he had purchased a different carGurley Leep Hyundai fulfilled our promise to the customer and incurred expenses on Mr***'s behalfNot only did we pay for the driver's time to bring the car from Kentucky, but we now own a vehicle that we really do not need or want in our new car inventory
Initial Consumer Rebuttal /* (3000, 7, 2017/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not told this deposit was non-refundable and I did not sign any contracts stating it was non refundable
Final Business Response /* (4000, 9, 2017/11/15) */
Although the dealership will record a loss, we will refund the customer's $
Initial Business Response /* (1000, 5, 2016/05/24) */
I believe Mr *** did not understand the benefits of the Theft Prevention feature on all of our carsHe believed he was purchasing a type of car insurance that he is already covered forOur theft prevention coverage would pay him *** on top
of whatever his insurance company pays him in case of theftIn addition, it deters thieves from even breaking into a carRegardless, we contacted Mr ***, brought him into the dealership, removed the charge for coverage and he re-signed paperworkHe should be happy now
Initial Consumer Rebuttal /* (2000, 7, 2016/05/26) */
This matter has been completely resolved to my satisfactionI appreciate your efforts in this matter
*** ***
Initial Business Response /* (1000, 5, 2017/12/23) */
Gurley *** and the customer have agreed to have Gurley Leep refund him $which is half of the cost of the service contract in question
Initial Business Response /* (1000, 5, 2016/01/28) */
Contact Name and Title: Mark *** GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gurleyleep.com
Mrs*** came into our dealership on December looking to purchase an SUVI had direct conversations with her at the sales
person's desk and not once did she convey to me that she wanted to carry kayaksShe initially purchased a certified pre-owned Subaru OutbackShe signed all of the paperwork and drove the vehicle off of the lot, consummating the purchaseThe following day she came back and said that the car made her car sick at night when she drove itEven though we had a perfectly legal car sale, we ripped up the paperwork, as the deal had not been sent to the bank yetShe then put herself on the Ford Escape and said that was the SUV she wantedThis time the paperwork was sent to the bank and fundedShe returned once again stating she could not carry kayaks in the EscapeShe wanted to go back to the Subaru OutbackI found this interesting since she had said the car made her sick while driving at nightIn trying to accommodate her wishes, we offered the Outback to her again at a price in which we were losing $to make her happyWe cancelled her extended warranty that she had purchased on the Escape to help make up any differenceMrs*** wanted us to also give her back the taxes that had been paid on the Escape transaction in addition to the title feesThis did not make good business sense as we would be losing too much moneyMrs*** may be unhappy, but we went over and above to try and assist her
Mark ***
General Manager
Gurley Leep Hyundai-Subaru
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What he is sharing is not accurateI was clear to everyone there that I intended to buy a vehicle to transport KayaksIt was the only reason I was shopping for a vehicleIn fact when I first met the sales manager and I told him I had looked at subaru's and Jeep Patriots, he told me those were odd choices and I shared that I was only shopping for a vehicle to carry my Kayaks, and his salesperson knew that tooI recently moved away from a lake and now have to transport my Kayaks that was clearI also had not put any money down when I left with the SubaruI returned the next day and shared that I did not feel well in the Subaru and asked to drive the Escape againSince they did not have a down payment I could have left altogetherI wanted to do good business and bought the Escape rather than walking outWhen I returned with the Escape after my vacation, since it can't carry kayaks I inquired about an Escape without a moon roof and the sale person said noHe said you already did an escape and it didn't work why would you even consider itI asked about a Patriot they had, and he said it was gone and my only option was a subaru and would I consider going back to oneI felt trapped as they ruled out other options and I had not use for a car that couldn't transport my kayaksI did not ask about getting the taxesThis statement is absolutely not true as I wouldn't even had thought of this "Mrs*** wanted us to also give her back the taxes that had been paid on the Escape transaction in addition to the title fee I have proof of the transaction they were trying to offerThey were not out and even if they were it does not compare to the loss I am takingI was losing my 5,down and stuck with a vehicle that I can't use for the purposes I neededAgain I re-iterate that they were only giving me a choice of the subaru despite my request when I walked in too look at other options such as an escape without the roof or a patriotIf they deny this they are not being honest
Final Business Response /* (4000, 9, 2016/02/12) */
Contact Name and Title: Mark *** GM
As stated in my previous response, we went over and above to make this customer happyWe ripped up a valid contract on the car she brought back after a day, claiming it made her car sickAfter selecting the Escape, signing all contracts and submitting tose contracts to the bank, she returned again not wanting it either, she wanted the initial car back that made her car sick? I guess I'm a little confusedWe would have gladly ripped up the contracts for the Escape if the bank had not already funded the loan.She cannot hold us responsible for her indecisiveness
OFFER:
Initial Business Response /* (1000, 5, 2017/08/29) */
Gurley-Leep Motor Werks ("Dealership') has requested that I investigate the complaint filed by [redacted] ("Customer") with your office and to respond to your letter to the Dealership dated August 8, 2017.
As part of my investigation, I...
requested that the Dealership provide me with all of the sales documents relating to the purchase of the subject vehicle by the Customer from the Dealership on June 19, 2017. In this regard, I am providing to you herewith copies of the relevant sales documents. For your convenience, I have had my assistant mark these documents which I will refer to in this correspondence by placing an Exhibit letter in the right-hand corner of each of the documents that I will refer to.
Exhibit A (Purchase Order)
In Exhibit A, which is the purchase order that the Customer signed with the Dealership, I note that on June 19, 2017, she purchased a 2010 Subaru Outback motor vehicle, which was a used motor vehicle, and had 132,869 miles on the odometer at the time of the purchase. I further note that Exhibit A expressly sets forth that the vehicle was being sold by the Dealership "AS IS — WITH ALL FAULTS". I further note that Exhibit A also contains language by which the Customer acknowledged that the used vehicle was being sold to her without any express or implied warranties, including all warranties of merchantability or fitness for a particular purpose, and that the Dealership expressly disclaimed any liability to the Customer for any consequential damages, loss of time, or inconvenience arising out of the purchase or operation of the vehicle. I have highlighted the pertinent provisions that I refer to on Exhibit A.
Exhibit B (Buyers Guide)
On Exhibit B, which is the Buyers Guide that the Customer signed at the time of the purchase of the subject vehicle, I again noted that there is a recitation in very large type that the vehicle was being purchased "AS IS — NO WARRANTY". Furthermore, Exhibit B also clearly sets forth that the Customer acknowledged that she would pay all costs for repairs and that the Dealership assumed to responsibility for any repairs. Again, I have highlighted the pertinent provisions of Exhibit B.
Additionally, in Exhibit B, I also noted that there is language by which the Customer could have requested that the Dealership allow the Customer to have the vehicle inspected prior to the purchase thereof by a mechanic on or off the lot of the Dealership. I am advised that no such request was made by the Customer. Page 2 of Exhibit B also sets forth a list of major defects that the Customer was apprised could occur with reference to the purchase of this used motor vehicle.
Exhibit C (Information Re: Extended Service Contracts)
In my discussions with the General Manager and other representatives of the Dealership, I was also advised that as part of the process by which the Customer purchased this used vehicle, she was also afforded an opportunity to purchase an extended service contract to cover mechanical repairs to the vehicle, but declined to do so. In Exhibit C, I noted that there were various options for different types of extended service coverages, including the mechanical repair coverage, that the Customer could have opted to purchase but, in each instance, she declined the opportunity to do so. The only extended coverage that the Customer purchased was GAP-Arch Insurance coverage. Again, in Exhibit C, I have highlighted the pertinent portions of the document confirming that the Customer declined to purchase most of the various extended service contracts that were made available to her as part of the purchase process, including the mechanical repair coverage. Had she elected to purchase the mechanical repair extended service contract, the problem she experienced with the engine of the vehicle would presumably have been covered and paid for under the extended service contract.
Inspections
I also spoke with the Fixed Operations Director for all of the Gurley-[redacted] motor vehicle dealerships and also with the Service Manager at the Dealership to confirm whether or not any inspection was made of the vehicle before the same was offered for sale. I was advised that each of the Gurley-Leep dealerships inspect all vehicles before they are offered for sale and that there are four levels of inspection.
The highest level of inspection is referred to as a Factory Certified Inspection for newer and low mileage vehicles.
The next highest level of inspection is a Quality Inspection which, pursuant to the protocol filed by all of the Gurley-Leep dealerships, requires that the vehicle have less than 80,000 miles on the odometer and be less than 6 model years old.
The fourth and lowest level inspection is what is referred to as a Green Tag Inspection which is done on any vehicle that has more than 100,000 miles on the odometer. I am told that this is basically a safety inspection or what the Gurley-[redacted] dealerships refer to as a "stop and go" inspection. This means that they make sure that the vehicle starts and that there are no safety issues in terms of stopping. Since the vehicle purchased by the Customer had more than 132,000 miles on the odometer prior to the time that the vehicle was offered for sale, it would have undergone a Green Tag or safety inspection only.
Exhibit D (Internal Service Invoice for Pre-Sale Service Work)
also obtained from the service department a copy of the work that was done by the Dealership before the vehicle was sold as a result of the Green Tag Inspection. This document is included as Exhibit D. Please note that an oil change was done and the oil filter and oil filler neck seal was replaced due to an apparent oil leak that was observed by the service technician as part of the Green Tag Inspection process.
I also noted in reviewing the Customer's complaint filed with your office that after she experienced some problems with the motor of the vehicle she contacted the Dealership regarding the situation. I note in her complaint that she acknowledges that the Dealership advised her that she had purchased a used vehicle having substantial miles on the odometer at the time of purchase and that the transaction specifically provided that the Dealership had disclaimed any and all warranties, express or implied, and that the Customer had purchased the vehicle AS IS and WITH ALL FAULTS.
In talking with the representatives at the Dealership, they indicated to me that in the interest of "customer relations" they offered to work with the Customer to trade her out of the vehicle. I am advised that various representatives at the Dealership have met with her on a few different occasions and provided her with different options that included purchasing another used vehicle or leasing a new vehicle. None of these arrangements were acceptable to the Customer.
I was also told that the Customer also spoke with the service department about replacing the engine or rebuilding the engine. The service department determined that rebuilding the engine was not an option and the Customer did not want to pay the cost of replacing the engine.
The last time the Dealership had any contact with the Customer was on August 2, 2017, when the Customer, along with her husband, looked at another vehicle at another Gurley-[redacted] dealership and then left in this vehicle for about an hour, with the Dealership later learning that they had taken this car to a mechanic for an inspection. After driving this vehicle, the Customer and her husband indicated that this was a vehicle they wanted to purchase. The Dealership quoted her payments above $300 per month (which was higher than the monthly payment ($234.62) on the vehicle that the Customer had purchased). The Customer refused to pay this higher monthly payment amount and told the Dealership to continue to search for yet another replacement vehicle. The Dealership then suggested the best option for the Customer might be to lease a new Volkswagen vehicle, but the Customer indicated she was not interested in this proposal since the lease payment would be higher in amount than her loan payment on the vehicle she had purchased.
could purchase without having her monthly loan payment increase in amount beyond what she was paying on the vehicle she had purchased. The Dealership indicated to the Customer that they were not able to locate any such vehicle and that leasing a new vehicle, in the opinion of the Dealership, would be her best option.
On Wednesday, August 23, 2017, the Dealership received a text message from her early in the morning inquiring whether or not the representative she had been working with at the Dealership would be in the office that day, but the Dealership has not heard from her since.
In conclusion, it appears to me that the Dealership did not do anything wrong in its dealings with the Customer and has tried to work with the Customer on multiple occasions to assist her in purchasing or leasing another vehicle. The Dealership also told me that they are still willing to work with the Customer to trade her out of the vehicle she purchased but it would likely result in a higher monthly loan or lease payment to put her in another vehicle.
If you have any further questions, please feel free to contact me. My direct dial number is [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2017/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In Exhibit C it was stated that I was "afforded an opportunity to purchase an extended service contract to cover mechanical repairs to the vehicle, but declined to do so" and "highlighted pertinent portions of the document confirming that the Customer declined to purchase most of the various extended service contracts that were made available to her as part of the purchase process." I was never offered any such warranties, nor was any of the extended warranties ever explained to me. From the get go they told me "there are no warranties with this car because it is an AS IS car". I was the one that had to ask for GAP insurance because it was not going to be offered to me. This is my first time buying a car on my own, the first car I had was leased, and every one before that was a car I paid for in cash. Never once were extended warranties offered or explained to me. When I had received a call from one of the Scott's at Gurley [redacted] he too said the same thing to me, and I told him that I was NEVER offered any warranties. When Brandon had called me later on that day I had told him what Scott said and asked if that were true, and Brandon said to me "No there are no warranties because it is an AS IS car and Scott knows that." Therefore Exhibit C is false, and Gurley [redacted] should have stated on the contract or when they were contacted that that is what they tell customers. I was never offered and had not been informed that such offers existed for me- even on an AS IS car.
Yes, Gurley [redacted] has been trying to "trade me out" of my vehicle. But they have made no attempts to contact me, I contact them every time. I just text Brandon yesterday (9/5/17) and he still has not replied to me. On top of that, they are not willing to give me the full amount of my loan and are trying to charge me more money to get into something different. It is ridiculous for me to have to pay more money for a new car when I have been told that I can get into a car for the amount that I am paying at now. It is ridiculous that even with having purchased an "AS IS" vehicle that I do not have it a month and the motor in the car blows. I maintain that when the oil change was done that they should have been able to see in the oil that the motor was going out and that the car should not have been put on the lot. As a first time car buyer this is by far the worst experience I could have possibly imagined and for no one to help, and only want to charge me more money and to say that the dealership had no "wrong doings" is truly unsettling.
If they are not willing to refund my car, then I would like the full loan value of my car to be applied towards a new car.
Final Business Response /* (4000, 9, 2017/09/07) */
We have a detailed process where we offer all of our clients a pretty detailed MENU of products at the time of signing. Ms. [redacted] was offered this MENU where it was declined for any extended warranty but she did except a GAP contract. The vehicle was sold "AS IS" and the statement that Ms. [redacted] state "there are no warranties with this car because it is an AS IS car" is a true statement implying that with an AS IS vehicle there are no implied warranties with this vehicle. We have attempted to trade Ms. [redacted] out of her vehicle on several occasions. The vehicle was checked out by our technicians and there were no visual leaks or noises of concern that would of alarmed my technician or staff members telling us that we should not retail this vehicle. The damage that was incurred to the vehicle happened well after the vehicle was purchased from Gurley Leep.
Initial Business Response /* (1000, 5, 2017/06/13) */
Everything that was promised to be a part of the purchase of the [redacted]'s new vehicle was followed through with. When they were here they chose to purchase a used truck. I personally worked with the [redacted]'s on the transaction and the...
paying of the mileage overage that they would be billed for from ford was never discussed or promised. The only promise was that we would take care of covering the last 3 payments of the lease. The lease the signed and agreed to on the trade in vehicle shows the mileage allowed. They went over the miles and it is their obligation to take care of finishing out that contract. It was never told to them we would pay the fees at lease end. We said we would simply pay the final 3 payments, and we did.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never worked directly with anyone other than [redacted] on this. Everything that was discussed was through him and no one else. If there were other people involved we were unaware of it as they did not contact us in any way. As opposed to stated above, we WERE promised that we wouldn't have to pay the overage. [redacted] told us the last three payments AND the overage would be taken care of. That's why this all started, because we were promised something and it wasn't followed through with. I can't make it any more clear that the ONLY individual we discussed ANYTHING with was [redacted]. In regards to the attached paper, we noted in our original complaint that we had an issue with our vent that wasn't followed through with either. The word "vent" is hand written in the notes because we told [redacted] about the issue so he was definitely aware of the issue. This issue to this day has not been fixed and we have contacted the dealership as well as attempted to contact [redacted] numerous times with no response.
Final Business Response /* (4000, 9, 2017/06/19) */
[redacted] is a salesman, all details on pricing and structure of any deal goes through a manager. [redacted] as a salesman cannot make the decision to fix anything or promise anything. I was presented by [redacted] with a deal contingent on paying the final lease payments, which I agreed to. That was the only stipulation to the deal. Items handwritten on the we owe form are in valid and the form was never signed by a manager, the only initials or signatures on the form were by the customer, a customer stating they want items fixed or thrown in without the approval of a manager are not approved items and wont be addressed.
Initial Business Response /* (1000, 5, 2017/01/16) */
It seems there was some confusion on the part of the sales person who was dealing with Ms. [redacted] and the process of canceling products after the sale. Sales people are not to handle the canceling of products. Only Finance Managers are...
qualified to handle the canceling of any products. We have put into place corrective measures to assure this does not happen again. Our policy is to immediately cancel any products the customer may opt for at the time of sale should they desire to do so after they take possession of the vehicle. Ms [redacted]'s extended warranty has been canceled and I apologize for any confusion.
Initial Consumer Rebuttal /* (2000, 7, 2017/01/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/11/25) */
Contact Name and Title: Brad [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gurleyleep.com
To whom it may concern:
We understand Mrs. [redacted]'s concerns. However, we have been nothing but truthful and honest with her...
concerning the payoff situation of her car. We have explained to her in communication that there was a lock box problem with Kia when we sent them payoff check for her 2013 Kia Soul. At that time they called us explaining that they had lost the check and needed another one issued. We obliged to Kia's request and sent them a new check. We put stop payment on the original check due to the fact they admitted that they lost it. While they were waiting to receive the second check somebody at Kia found the original and tried to cash it. Of course, it came back as insufficient funds due to the fact we put stop payment on the check. After that Kia sent us back the second check we sent them instead of cashing it. Thus the confusion begin with the customer, us, and Kia motors finance. Mrs. [redacted] has been communicating with the collection department at KMF that does not have access to the communications we are having with upper level individuals at KMF. I have explained to Mrs. [redacted] that those individuals are just doing there job. We have been in contact with our Kia Motor Finance representative by the name of Michael [redacted] We finally received confirmation yesterday that he personally will call Mrs. [redacted] and fix the problem. I am copy and pasting Mr. Livingston's emails in the comment section so that you and Mrs. [redacted] can see that Gurley Leep was not at fault.
A few minutes before 5pm CST, I dialed the number XXX-XXX-XXXX twice and received voice mail both times, so the 2nd time I left a message apologizing to [redacted] and letting her know it was a lockbox issue on our end and that through our lack of communication we exacerbated the problem. I emphasized it was KMF and not Gurley Leep that made the error, and apologized again and thanked her for her business.
Any other questions/issues don't hesitate to reach out - thanks for working with me on this - sorry for the heartburn and thank you for your continued business and partnership!
Mike
Michael [redacted]
Business Development Manager
Central Region - Kia Motors Finance
Hyundai Capital America
312.718.4071
[redacted]@hcamerica.com
After I sent that email I also asked if Mrs. [redacted] late charges will be taken care of and that her credit will be restored to the proper order considering it was not her fault. I am including the answer to that email as well.
Brad-
Yes customer service told me they will apply the check retro to the date of when the original payoff was first attempted - they tell me it will take care of any late charges etc. Now I always get a little leery about saying anything about "all charges" are taken care of because I have no idea if she might have shorted a payment or something during the course of her first contract. But assuming there were no other lates/past dues then she'll be good to go.
Please keep me in the loop if you guys learn otherwise - we'll get it handled!
Thanks & have a great Thanksgiving!
[redacted]
Michael [redacted]
Business Development Manager
Central Region - Kia Motors Finance
Hyundai Capital America
312.718.4071
[redacted]@hcamerica.com
As you can see we have been working to resolve the issue and we understand Mrs. [redacted]'s frustration. However, after countless hours involved in fixing this it appears the problem is being resolved by Kia who was the party at fault.
Thanks,
Brad [redacted]
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the business. Yes I have been told all of the information written above. The bottom line is that Mr. [redacted] has NOT contacted me as of 1:11 p.m. CST. I have not received any voice mail messages. I asked to be contacted on my cell phone number (XXX) XXX-XXXX or via email: [redacted]@gmail.com.
Also I have a screen shot from my online account with Kia showing that I owe them a balance of $1,033.65 dated today, Nov. 25. I cannot paste the image or upload it. If there is someway to do thatI will be glad to as further proof that this issue is not resolved.
[redacted]
(XXX) XXX-XXXX
Final Business Response /* (4000, 23, 2015/12/23) */
From: Brad [redacted] (mailto:[redacted]@gurleyleep.com)
Sent: Wednesday, December 23, XXXX XX:XX AM
To: [redacted]
Subject: Fwd: from [redacted]
This might help you
Sent from my iPhone
Begin forwarded message:
From: [redacted] Michael (HCA)"
Date: December 15, 2015 at 10:39:35 PM EST
To: "[redacted]@gurleyleep.com"
Cc: "[redacted]@gurleyleep.com"
Subject: FW: from [redacted]
This is simply an FYI to keep you in the loop - I have not heard anything back from [redacted] so I'm assuming she's content with how this is now progressing so I don't want to pester her too much. The account is paid in full as of last week (retro to the date of original payoff) and we are implementing a fix to her bureaus which takes a month or two.
I'll keep you in the loop if I hear anything and please do the same on your end.
Thank you and Merry Christmas to you and your families!
[redacted]
Michael [redacted]
Business Development Manager
Central Region - Kia Motors Finance
Hyundai Capital America
312.718.4071
[redacted]@hcamerica.com
Final Consumer Response /* (2000, 25, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am eternally indebted to Michael [redacted] and his due diligence in doing Gurley Leep's job. I have not posted to this website nor contracted GL because both the Revdex.com and GL made it abundantly clear that they were not going to do a thing to help resolve this matter. Walk a mile in my shoes. I bought a car from GL in good faith on Sept 29. Then began the collection calls from Kia Finance, NSF charges on my 2013 Kia account, the letters threatening repossession of the vehicle I no longer owned, reports to bureaus that I was 60 days+ late on my payments, drops in my credit score and letters from my other credit card companies dropping my credit limits because of the negative reporting from Kia Finance. GL could have prevented this by caring enough to make phone calls on my behalf, providing me with documentation about their bounced checks, and getting a "paid in full" letter for me. I think the piece that seems to be totally misunderstood by the management of Gurley Leep is that when a customer talks to people in a Collections Dept and recounts the story I was being told about lost and bounced checksI was treated like a liar. Collections people have heard it all. And I lacked any physical documentation to substantiate the supposed facts of what had happened. This fiasco has impacted my health. The ONLY good thing that GL did was to give me Michael Livingston's phone number. Thank goodness he understood and cared enough to do the work that GL should have done. The collection phone calls have stopped. The repo letters have stopped coming. I have a "paid in full" letter thanks to Michael. The 2013 account no longer appears when I log into the Kia Finance website. So I know that Michael is doing what he promised to do to correct and end this nightmare. GL desires zero credit for resolving any of this problem. I have removed their sticker and license plate frame from my car so I am no longer advertising for them. I understand that GL is a huge, very profitable corporation. They seem to have forgotten that they built their empire by selling cars one by one to people like me. I will never step foot in that dealership again. I will take my car to the Kia dealer in Michigan City for servicing. I was treated shabbily by GL management and will not recommend the dealership to anyone.
My gratitude to Michael [redacted] He is ethical, service oriented and committed to following up. He does what he promises. Thank heaven. Maybe the management of GL should follow his lead and prevent this disaster from ever happening again to another customer. Seems there is a saying in the auto industry about "service after the sale". Maybe the management of GL should google it and take a few lessons.
I do understand that it is going to take 2-3 credit cycles for the negative reports to drop off my credit reports. Thanks again, Michael, for continuing to follow up on this for me. You are correct. I have not been in touch with you because I am satisfied with the progress that you have made
on my behalf. Words cannot express my appreciation and gratitude to you for all that you have done for me. Thanks for doing GL's job. I will continue to monitor my credit scores and credit reports for positive changes.
Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/06) */
Contact Name and Title: NATE [redacted] SERVICE MGR.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@GURELYLEEP.COM
THE ESTIMATE WAS PRESENTED TO THE CUSTOMER AND THE CUSTOMER AGREED TO THE WORK AND ALSO PAID FOR THE WORK PERFORMED. I HAVE...
REVIEWED THE PRICING AND IT IS ALL IN LINE WITH OUR PRICING STRUCTURE. I COMPARED PRICING TO THE RICKS 66 GAS STATION THEY RECEIVED THE OTHER ESTIMATE FROM AND WE ARE COMPARABLE TO THEIR PRICING AS WELL. AS A GOODWILL TO THE CUSTOMER I OFFERED $250 IN STORE CREDIT.CUSTOMER DECLINED OFFER.
OFFER:
$250 IN STORE CREDIT.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ricks 66 quoted $360 - 370 for comparable brake service to what Gurley Leep did. They have done numerous brake changes using ceramic pads in years past and have not suggested replacing brake fluid.
We don't have any need for additional service at this time, and don't want to use Subaru as a bank.
Brake fluid in this instance either didn't need replacement or should have been covered by warrenty. Still desire refund of $195.
Final Business Response /* (4030, 10, 2015/08/18) */
no new offer
Initial Business Response /* (1000, 5, 2015/10/05) */
Contact Name and Title: Scott [redacted] GM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@gurleyleep.com
The front license plate holder is ordered and should arrive on Thursday 9/8. We will refund the ticket of $60 also any other fines will be...
refunded upon receipt of getting a copy of the fine.
OFFER:
The front license plate holder is ordered and should arrive on Thursday 9/8. We will refund the ticket of $60 also any other fines will be refunded upon receipt of getting a copy of the fine.
Initial Business Response /* (1000, 5, 2015/10/06) */
Contact Name and Title: Scott [redacted] General Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gurleyleep.com
We would love to assist Mr and Mrs [redacted] purchase a vehicle, the problem that the customer had in the attempt to purchase the...
first van was with the financing. Due to the credit history of the buyers, the income and structure of the deal offered, we were unable to obtain a bank approval for the customer. Knowing their situation and wishes to purchase a minivan, we did indeed offer an alternative mini van, that we would have been able to get a finance approval for but the customer was not interested in the van we had. Mr [redacted] is correct that the van was 2 years older and did have XXXXXX miles versus XXXXX miles the selected van had but the mistake in this complaint is that we were never asking or attempting to sell the van for the same price or more than the desired vehicle. We are a dealership that lives on our customer retention, repeat business and integrity...no matter someones situation. We take a lot of pride and maybe even more of a personal touch with families that have been turned away at other local competitors because of credit bumps in the past. We love being able to help and I would like to personally work with Mr and Mrs [redacted] to help their situation and help their family get in to a vehicle that they like and that we can make work for them. I have attempted to call 3-4 times but have not reached anyone so we may not have the accurate contact info in the system. Please give me and my team another chance to prove that we are not like the other dealerships in the area...we are here to help...and want to help...
OFFER:
Please reach out to me directly and I will work with your family every step of the way to find the right vehicle and auto loan that works for all of your needs and budget...XXX-XXX-XXXX..ask for Scott [redacted] I am the General Manager I am in all day, every day except Wednesdays
Initial Business Response /* (1000, 5, 2016/07/07) */
Contact Name and Title: [redacted] Service Dir.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@gurleyleep.com
Service advisor was told this vehicle is stored for several months. During the most recent service it was noted battery's...
voltage low and not yet failed. The rear wiper blade was an observation that was a typing error as explained by the service advisor and apologized, however the technicians recommendation as noted was to replace the "windshield" wiper blades. The tire measurements were as noted: left rear at 3/32, right rear at 2/32 and left front at 7/32 and the right front at 6/32: based on the tire tread depths, an alignment was recommended. The customer noted he had the tires replaced in the spring of 2014. I spoke with customer along with advisor and service manager. I offered a free alignment, if the customer would bring vehicle back to have re-inspected at no charge, and that any warrantys that would be applicable would be applied. The customer declined and stated would rather used the Revdex.com and was unwilling to bring vehicle in.
Initial Business Response /* (1000, 5, 2016/09/13) */
MR. [redacted] brought his Yukon in for a Tire & Wheel Claim. When he came in he did drive into the service drive he did his paperwork signed the repair order and left. we then moved the car into the service area section of the parking lot. the...
car was there over the weekend and during that time the window was broken. it is our responsibility to provide the same protection for customers cars as we provide for ours. our insurance does not pay for any damages occurred on our lot for customers vehicles as it states on our repair orders. I will include a copy of the repair order for you to see
Initial Consumer Rebuttal /* (3000, 7, 2016/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Gurley Leep. How do I know the broken window was caused by vandalism and not by the dealer? Also the dealer parked the car in the outside lot not me.
Final Business Response /* (4000, 9, 2016/10/06) */
I understand that Mr [redacted] is upset however trying to say that we as Gurley Leep broke his window is a little far fetched. the vehicle was parked outside as explained earlier we do not have the capacity to keep all vehicles in the building so we park them in our outside lot.
Initial Business Response /* (1000, 5, 2017/06/21) */
[redacted] did buy a 2008 Chrysler pacific
on 06/19/2015 with [redacted] miles on it she did have a service contract on this for 2 years or [redacted] miles
I show no record of her calling the service department
or making an appointment to...
have anything check
we wound be glad to look at it but it would be her
responsible to get the car to us and would be her
responsible for repairs
Initial Consumer Rebuttal /* (3000, 7, 2017/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the salesmen that took care of me, never once did he say I had to contact the service department. I've always paid cash for older cars and this was supposed to be a great car, never had to deal with service departments. The salesmen always gave me some bs excuse, like I said he never told me I had to call the service Department. I had 2 warranties on this car and when ever I took it to a shop they called and nothing was covered. Your salesman knows I called and knows he just blew me off. I will never recommend your company to anyone.
Initial Business Response /* (1000, 5, 2017/02/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gurleyleep.com
On behalf of the Gurley Leep's service department I am sending my deepest apologies for the inconvenience and mistrust we may...
have instilled in our customer. Being a part of the service team we take pride in alleviating the frustration from car troubles, not adding to it. The service advisor working with the customer just recently joined our team and made a error when suggesting services that was not needed. We take full responsibility for what happened and we are in the process of giving the customer a full refund for the additional services paid for. Customer stated she would like to take her business elsewhere for her vehicle to get serviced which is unfortunate to hear. Since it is a Cadillac, the vehicle must be serviced here and not at the preferred dealership which was explained to the customer. The customer and I were able to talk the situation out and I ensured her we will take better care of her when coming in for future service visits. The customer seemed satisfied after hearing an explanation of how things took course and thanked me for taking the time out to give her a call.
Initial Business Response /* (1000, 5, 2015/12/10) */
To whom it may concern,
Customer was scheduled for November 23 to drop his truck off for an appointment that stated another shop had his dash out and now the 4x4 is not working. After dropping truck off customer stated that a crank shaft...
motor and 4x4 actuator had also been replaced and 4x4 still not working. Technician pulled his truck in and found that the instrument cluster was never full or properly loaded in the truck causing no indication that the truck was going into four wheel drive. I recommended to customer that he have us reload the instrument cluster for the 4x4 to work properly. I also recommended safety items such as brakes and ball joint as these were items found during our inspection, customer approved of the instrument cluster reloading, front brakes, track bar ball-joint, diesel filters, and battery service. After completion of work the technician retested and found that while suspended on the lift while in four wheel drive all four wheels would drive. Technician test drove and while diving on asphalt the four wheel drive was WI engaged and working as designed.
Customer picked truck up Tuesday November the 24th and when approaching customer to thank him for his business he put his truck in four wheel drive and had to pull forward a few feet and he nodded and thanked me stating it was working. Customer then called the afternoon of the 26th stating his four wheel drive was not working, He stated that he took it right home and tore through his yard and got stuck. I apologized for the inconvenience and told him to bring it right in and I would have my technician look at it. He brought the truck in Friday the 27th and my technician found the driver side front hub was broken. I then called customer stating this to him and he inquired why it was not found the first time. I answered with it was not broke when he left and that things do happen, and that possibly broke while using the four wheel drive. I quoted customer a price and he was very dis-pleased, stating he would have never bought anything else the first visit if the four wheel drive was never fixed. I restated that we recognized it was working when he left. In a resolution I offered to have the technician install the hub if he purchased the part. customer agreed and schedule for the following week. The technician installed customer's hub and tested again and confirmed that the hub was working properly.
Case ID# [redacted]
Thank you
Kevin [redacted]
Gurley Leep Ford service manager