Initial Business Response / [redacted] (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 monthsDuring the most recent service it was noted battery's voltage low and not yet failedThe 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 bladesThe tire measurements were as noted: left rear at 3/32, right rear at 2/and left front at 7/and the right front at 6/32: based on the tire tread depths, an alignment was recommendedThe customer noted he had the tires replaced in the spring of I spoke with customer along with advisor and service managerI 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 appliedThe customer declined and stated would rather used the Revdex.com and was unwilling to bring vehicle in
Initial Business Response / [redacted] (1000, 5, 2017/06/21) */ [redacted] did buy a Chrysler pacific on 06/19/with [redacted] miles on it she did have a service contract on this for 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 / [redacted] (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 departmentI've always paid cash for older cars and this was supposed to be a great car, never had to deal with service departmentsThe salesmen always gave me some bs excuse, like I said he never told me I had to call the service DepartmentI had warranties on this car and when ever I took it to a shop they called and nothing was coveredYour salesman knows I called and knows he just blew me offI will never recommend your company to anyone
Initial Business Response / [redacted] (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 customerBeing a part of the service team we take pride in alleviating the frustration from car troubles, not adding to itThe service advisor working with the customer just recently joined our team and made a error when suggesting services that was not neededWe take full responsibility for what happened and we are in the process of giving the customer a full refund for the additional services paid forCustomer stated she would like to take her business elsewhere for her vehicle to get serviced which is unfortunate to hearSince it is a Cadillac, the vehicle must be serviced here and not at the preferred dealership which was explained to the customerThe 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 visitsThe 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 / [redacted] (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, 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, In this regard, I am providing to you herewith copies of the relevant sales documentsFor 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 Subaru Outback motor vehicle, which was a used motor vehicle, and had 132,miles on the odometer at the time of the purchaseI 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 vehicleI 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 repairsAgain, 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 DealershipI am advised that no such request was made by the CustomerPage 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 soIn 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 soThe only extended coverage that the Customer purchased was GAP-Arch Insurance coverageAgain, 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 coverageHad 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 saleI 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,miles on the odometer and be less than 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,miles on the odometerI am told that this is basically a safety inspection or what the Gurley- [redacted] dealerships refer to as a "stop and go" inspectionThis means that they make sure that the vehicle starts and that there are no safety issues in terms of stoppingSince the vehicle purchased by the Customer had more than 132,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 InspectionThis document is included as Exhibit DPlease 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 situationI 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 vehicleI 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 vehicleNone 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 engineThe 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 inspectionAfter driving this vehicle, the Customer and her husband indicated that this was a vehicle they wanted to purchaseThe Dealership quoted her payments above $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 vehicleThe 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 purchasedThe 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 vehicleThe 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 meMy direct dial number is [redacted] *** Initial Consumer Rebuttal / [redacted] (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 meFrom 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 meThis 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 cashNever once were extended warranties offered or explained to meWhen 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 warrantiesWhen 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 customersI 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 vehicleBut they have made no attempts to contact me, I contact them every timeI just text Brandon yesterday (9/5/17) and he still has not replied to meOn 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 differentIt 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 nowIt 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 blowsI 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 lotAs 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 / [redacted] (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 signingMs [redacted] was offered this MENU where it was declined for any extended warranty but she did except a GAP contractThe 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 vehicleWe have attempted to trade Ms [redacted] out of her vehicle on several occasionsThe 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 vehicleThe damage that was incurred to the vehicle happened well after the vehicle was purchased from Gurley Leep
Initial Business Response / [redacted] (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 saleSales people are not to handle the canceling of productsOnly Finance Managers are qualified to handle the canceling of any productsWe have put into place corrective measures to assure this does not happen againOur 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 vehicleMs [redacted] 's extended warranty has been canceled and I apologize for any confusion Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/01/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (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 withWhen they were here they chose to purchase a used truckI 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 promisedThe only promise was that we would take care of covering the last payments of the leaseThe lease the signed and agreed to on the trade in vehicle shows the mileage allowedThey went over the miles and it is their obligation to take care of finishing out that contractIt was never told to them we would pay the fees at lease endWe said we would simply pay the final payments, and we did Initial Consumer Rebuttal / [redacted] (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 thisEverything that was discussed was through him and no one elseIf there were other people involved we were unaware of it as they did not contact us in any wayAs 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 ofThat's why this all started, because we were promised something and it wasn't followed through withI can't make it any more clear that the ONLY individual we discussed ANYTHING with was ***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 eitherThe word "vent" is hand written in the notes because we told [redacted] about the issue so he was definitely aware of the issueThis 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 / [redacted] (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 anythingI was presented by [redacted] with a deal contingent on paying the final lease payments, which I agreed toThat was the only stipulation to the dealItems 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 / [redacted] (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***'s concernsHowever, we have been nothing but truthful and honest with her concerning the payoff situation of her carWe have explained to her in communication that there was a lock box problem with Kia when we sent them payoff check for her Kia SoulAt that time they called us explaining that they had lost the check and needed another one issuedWe obliged to Kia's request and sent them a new checkWe put stop payment on the original check due to the fact they admitted that they lost itWhile they were waiting to receive the second check somebody at Kia found the original and tried to cash itOf course, it came back as insufficient funds due to the fact we put stop payment on the checkAfter that Kia sent us back the second check we sent them instead of cashing itThus the confusion begin with the customer, us, and Kia motors financeMrs [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 KMFI have explained to Mrs [redacted] that those individuals are just doing there jobWe 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 problemI am copy and pasting MrLivingston'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 problemI 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 [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 faultI 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 etcNow 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 contractBut 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 [redacted] @hcamerica.com As you can see we have been working to resolve the issue and we understand Mrs***'s frustrationHowever, 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 / [redacted] (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 businessYes I have been told all of the information written aboveThe bottom line is that Mr [redacted] has NOT contacted me as of 1:p.mCSTI have not received any voice mail messagesI 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,dated today, NovI cannot paste the image or upload itIf 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 / [redacted] (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, at 10:39: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 muchThe 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 [redacted] @hcamerica.com Final Consumer Response / [redacted] (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 jobI 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 matterWalk a mile in my shoesI bought a car from GL in good faith on Sept Then began the collection calls from Kia Finance, NSF charges on my Kia account, the letters threatening repossession of the vehicle I no longer owned, reports to bureaus that I was 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 FinanceGL 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 meI 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 liarCollections people have heard it allAnd I lacked any physical documentation to substantiate the supposed facts of what had happenedThis fiasco has impacted my healthThe ONLY good thing that GL did was to give me Michael Livingston's phone numberThank goodness he understood and cared enough to do the work that GL should have doneThe collection phone calls have stoppedThe repo letters have stopped comingI have a "paid in full" letter thanks to MichaelThe account no longer appears when I log into the Kia Finance websiteSo I know that Michael is doing what he promised to do to correct and end this nightmareGL desires zero credit for resolving any of this problemI have removed their sticker and license plate frame from my car so I am no longer advertising for themI understand that GL is a huge, very profitable corporationThey seem to have forgotten that they built their empire by selling cars one by one to people like meI will never step foot in that dealership againI will take my car to the Kia dealer in Michigan City for servicingI 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 upHe does what he promisesThank heavenMaybe the management of GL should follow his lead and prevent this disaster from ever happening again to another customerSeems 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-credit cycles for the negative reports to drop off my credit reportsThanks again, Michael, for continuing to follow up on this for meYou are correctI have not been in touch with you because I am satisfied with the progress that you have made on my behalfWords cannot express my appreciation and gratitude to you for all that you have done for meThanks for doing GL's jobI will continue to monitor my credit scores and credit reports for positive changes Regards, [redacted] ***
Initial Business Response / [redacted] (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/We will refund the ticket of $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/We will refund the ticket of $also any other fines will be refunded upon receipt of getting a copy of the fine
Initial Business Response / [redacted] (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 financingDue 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 customerKnowing 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 hadMr [redacted] is correct that the van was 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 vehicleWe are a dealership that lives on our customer retention, repeat business and integrity...no matter someones situationWe 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 pastWe 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 themI have attempted to call 3-times but have not reached anyone so we may not have the accurate contact info in the systemPlease 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 / [redacted] (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 monthsDuring the most recent service it was noted battery's voltage low and not yet failedThe 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 bladesThe tire measurements were as noted: left rear at 3/32, right rear at 2/and left front at 7/and the right front at 6/32: based on the tire tread depths, an alignment was recommendedThe customer noted he had the tires replaced in the spring of I spoke with customer along with advisor and service managerI 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 appliedThe customer declined and stated would rather used the Revdex.com and was unwilling to bring vehicle in
Initial Business Response / [redacted] (1000, 5, 2017/06/21) */ [redacted] did buy a Chrysler pacific on 06/19/with [redacted] miles on it she did have a service contract on this for 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 / [redacted] (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 departmentI've always paid cash for older cars and this was supposed to be a great car, never had to deal with service departmentsThe salesmen always gave me some bs excuse, like I said he never told me I had to call the service DepartmentI had warranties on this car and when ever I took it to a shop they called and nothing was coveredYour salesman knows I called and knows he just blew me offI will never recommend your company to anyone
Initial Business Response / [redacted] (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 customerBeing a part of the service team we take pride in alleviating the frustration from car troubles, not adding to itThe service advisor working with the customer just recently joined our team and made a error when suggesting services that was not neededWe take full responsibility for what happened and we are in the process of giving the customer a full refund for the additional services paid forCustomer stated she would like to take her business elsewhere for her vehicle to get serviced which is unfortunate to hearSince it is a Cadillac, the vehicle must be serviced here and not at the preferred dealership which was explained to the customerThe 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 visitsThe 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 / [redacted] (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, 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, In this regard, I am providing to you herewith copies of the relevant sales documentsFor 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 Subaru Outback motor vehicle, which was a used motor vehicle, and had 132,miles on the odometer at the time of the purchaseI 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 vehicleI 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 repairsAgain, 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 DealershipI am advised that no such request was made by the CustomerPage 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 soIn 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 soThe only extended coverage that the Customer purchased was GAP-Arch Insurance coverageAgain, 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 coverageHad 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 saleI 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,miles on the odometer and be less than 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,miles on the odometerI am told that this is basically a safety inspection or what the Gurley- [redacted] dealerships refer to as a "stop and go" inspectionThis means that they make sure that the vehicle starts and that there are no safety issues in terms of stoppingSince the vehicle purchased by the Customer had more than 132,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 InspectionThis document is included as Exhibit DPlease 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 situationI 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 vehicleI 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 vehicleNone 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 engineThe 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 inspectionAfter driving this vehicle, the Customer and her husband indicated that this was a vehicle they wanted to purchaseThe Dealership quoted her payments above $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 vehicleThe 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 purchasedThe 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 vehicleThe 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 meMy direct dial number is [redacted] *** Initial Consumer Rebuttal / [redacted] (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 meFrom 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 meThis 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 cashNever once were extended warranties offered or explained to meWhen 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 warrantiesWhen 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 customersI 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 vehicleBut they have made no attempts to contact me, I contact them every timeI just text Brandon yesterday (9/5/17) and he still has not replied to meOn 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 differentIt 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 nowIt 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 blowsI 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 lotAs 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 / [redacted] (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 signingMs [redacted] was offered this MENU where it was declined for any extended warranty but she did except a GAP contractThe 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 vehicleWe have attempted to trade Ms [redacted] out of her vehicle on several occasionsThe 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 vehicleThe damage that was incurred to the vehicle happened well after the vehicle was purchased from Gurley Leep
Initial Business Response / [redacted] (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 saleSales people are not to handle the canceling of productsOnly Finance Managers are qualified to handle the canceling of any productsWe have put into place corrective measures to assure this does not happen againOur 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 vehicleMs [redacted] 's extended warranty has been canceled and I apologize for any confusion Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/01/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (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 withWhen they were here they chose to purchase a used truckI 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 promisedThe only promise was that we would take care of covering the last payments of the leaseThe lease the signed and agreed to on the trade in vehicle shows the mileage allowedThey went over the miles and it is their obligation to take care of finishing out that contractIt was never told to them we would pay the fees at lease endWe said we would simply pay the final payments, and we did Initial Consumer Rebuttal / [redacted] (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 thisEverything that was discussed was through him and no one elseIf there were other people involved we were unaware of it as they did not contact us in any wayAs 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 ofThat's why this all started, because we were promised something and it wasn't followed through withI can't make it any more clear that the ONLY individual we discussed ANYTHING with was ***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 eitherThe word "vent" is hand written in the notes because we told [redacted] about the issue so he was definitely aware of the issueThis 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 / [redacted] (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 anythingI was presented by [redacted] with a deal contingent on paying the final lease payments, which I agreed toThat was the only stipulation to the dealItems 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 / [redacted] (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***'s concernsHowever, we have been nothing but truthful and honest with her concerning the payoff situation of her carWe have explained to her in communication that there was a lock box problem with Kia when we sent them payoff check for her Kia SoulAt that time they called us explaining that they had lost the check and needed another one issuedWe obliged to Kia's request and sent them a new checkWe put stop payment on the original check due to the fact they admitted that they lost itWhile they were waiting to receive the second check somebody at Kia found the original and tried to cash itOf course, it came back as insufficient funds due to the fact we put stop payment on the checkAfter that Kia sent us back the second check we sent them instead of cashing itThus the confusion begin with the customer, us, and Kia motors financeMrs [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 KMFI have explained to Mrs [redacted] that those individuals are just doing there jobWe 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 problemI am copy and pasting MrLivingston'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 problemI 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 [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 faultI 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 etcNow 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 contractBut 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 [redacted] @hcamerica.com As you can see we have been working to resolve the issue and we understand Mrs***'s frustrationHowever, 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 / [redacted] (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 businessYes I have been told all of the information written aboveThe bottom line is that Mr [redacted] has NOT contacted me as of 1:p.mCSTI have not received any voice mail messagesI 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,dated today, NovI cannot paste the image or upload itIf 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 / [redacted] (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, at 10:39: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 muchThe 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 [redacted] @hcamerica.com Final Consumer Response / [redacted] (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 jobI 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 matterWalk a mile in my shoesI bought a car from GL in good faith on Sept Then began the collection calls from Kia Finance, NSF charges on my Kia account, the letters threatening repossession of the vehicle I no longer owned, reports to bureaus that I was 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 FinanceGL 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 meI 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 liarCollections people have heard it allAnd I lacked any physical documentation to substantiate the supposed facts of what had happenedThis fiasco has impacted my healthThe ONLY good thing that GL did was to give me Michael Livingston's phone numberThank goodness he understood and cared enough to do the work that GL should have doneThe collection phone calls have stoppedThe repo letters have stopped comingI have a "paid in full" letter thanks to MichaelThe account no longer appears when I log into the Kia Finance websiteSo I know that Michael is doing what he promised to do to correct and end this nightmareGL desires zero credit for resolving any of this problemI have removed their sticker and license plate frame from my car so I am no longer advertising for themI understand that GL is a huge, very profitable corporationThey seem to have forgotten that they built their empire by selling cars one by one to people like meI will never step foot in that dealership againI will take my car to the Kia dealer in Michigan City for servicingI 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 upHe does what he promisesThank heavenMaybe the management of GL should follow his lead and prevent this disaster from ever happening again to another customerSeems 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-credit cycles for the negative reports to drop off my credit reportsThanks again, Michael, for continuing to follow up on this for meYou are correctI have not been in touch with you because I am satisfied with the progress that you have made on my behalfWords cannot express my appreciation and gratitude to you for all that you have done for meThanks for doing GL's jobI will continue to monitor my credit scores and credit reports for positive changes Regards, [redacted] ***
Initial Business Response / [redacted] (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/We will refund the ticket of $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/We will refund the ticket of $also any other fines will be refunded upon receipt of getting a copy of the fine
Initial Business Response / [redacted] (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 financingDue 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 customerKnowing 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 hadMr [redacted] is correct that the van was 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 vehicleWe are a dealership that lives on our customer retention, repeat business and integrity...no matter someones situationWe 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 pastWe 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 themI have attempted to call 3-times but have not reached anyone so we may not have the accurate contact info in the systemPlease 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