Amery Chevrolet, Inc.

Thank you for bringing this customer’s concern to our attention. Amery Chevrolet strives to provide our customers with the best possible experience; so you can imagine our collective disappointment that the customer is dissatisfied with her experience. Both the customer and her husband
were quite pleased with their first purchase from us in December of - a mere month prior. It is disheartening that their second time conducting business with us has been perceived so differently. The customer contacted Amery Chevrolet via our online chat tool on January 10th. She was connected to our Internet *** ***. The customer stated she had been approved through *** *** Auto Finance and was interested in purchasing a Verano we had in our inventory. She then asked the Internet *** *** if she should fill out a credit application online. The Internet *** *** informed her she could fill it out online if she wished or could do so at the dealership during her appointment. The customer chose to submit a credit application onlineIt is disclosed to all customers submitting a credit application online that they are submitting their information for the purpose of obtaining creditThis acknowledgement and acceptance of terms was completed by the customer and she gave consent via e-signature to pull credit at 12:04pm on that day. Amery Chevrolet then made an inquiry into the credit history of the customer but did not submit the deal to any lender for approval at this point in time as we did not have information regarding travehicle. After the customer left the chat session, the Internet *** *** proceeded to work with her through email. The customer stated she wanted to be as close as possible or under her current payment of $per month. The customer referenced in her email information about her travehicle including current lien payoff, VIN, and information on an extended warranty and GAP coverage. The customer mentioned negative equity but believed her vehicle was worth a blue book value of $8500. The Internet *** *** worked with the General *** *** and prepared a payment quote utilizing an unconfirmed value for trasuggested by the customer and estimated interest rate. At this point we were taking the customer’s word that the trade was in excellent condition. The quote came to $per month which was close to the payment the customer requested. The Internet *** *** felt confident inviting the customer in for an appointment at this time. It was made clear this was an appointment to have her trade appraised, and then we would submit the deal over to *** *** Auto Finance for verification and then complete the deal contingent on that approval. The customer came in for the appointment on 1/12/18 and met with a sales consultant. The customer and her husband test drove two Buick Veranos while their vehicle was inspected and appraised for a travalue. It was at this time hail damage was discovered on the travehicle. Along with its current physical condition, the vehicle was then appraised at $6500. We submitted the information to *** *** per customer request. It is disclosed to all customers submitting a credit application online that they are submitting their information for the purpose of obtaining creditGiven our sensitivity to the customer’s credit situation, the General *** *** submitted the deal over to *** *** and *** ***. The purpose for these submissions is to offer a more advantageous approval for the customer given their credit history. *** *** proceeded to make a counteroffer of financing and required $down to purchase the Verano the customer wanted. *** *** and *** *** declined the customer altogether. *** *** has a certain loan to value percentage they require and the customer needed $to get to that percentage. This percentage is based upon the customer’s credit. Even if we would have given the customer what they though the trade was worth, the customer would have still needed money down to purchase the vehicle they wanted. After being told a purchase would require money down, the customer asked if they could purchase a new Chevrolet Malibu located on our show floor. Because of their interest in a new vehicle, we submitted the deal over to GM Financial and *** ***. We were able to get an approval for the customer on the new Malibu with no money down. This approval was also with *** ***. The new car fell within *** ***’s loan-to-value which resulted in the customer not needing any money down. The terms approved by the lender, however, would then leave the customer with payments over $per month. It was at this time the customer made the decision not pursue any vehicles and left our store. The customer voiced her displeasure with her experience in an email to the Internet *** *** on Wednesday, January 17th. The customer stated she was pre-approved through *** *** and there was no reasoning for our finance department to run her credit “again”. During the appointment, we explained to the customer how *** *** Pre-Qualifications work. It is disclosed in their approval letters and online that the Pre-Qualification is subject to verification. Please see their disclosure below: “When you visit a participating dealer, show them your Auto Navigator Offer Summary for the vehicle you would like to finance or cheusing your pre-qualificationChewill allow that dealer to access your pre-qualified terms and preferences, including cars you saved at that dealership (cheis not available at all dealerships and is not a mandatory step)Then you will fill out a credit application and provide any information needed for review to complete your financing. A credit application at the dealer will result in one or more inquiries posted to your credit fileAfter negotiating purchase terms and receiving dealer credit approval, you will sign a contract with the dealer reflecting both your purchase and financing termsYour purchase will result in a retail installment contract with the dealer as the original creditorSee our FAQs for more information.” The Internet *** *** responded to the customer apologizing for any dissatisfaction with Amery ChevroletThe Internet *** *** also explained to the customer they have the right as a consumer to shop for the lowest interest rates for auto financingIn this process it is irrelevant how many “hard pulls” happen, they are all considered as one. The customer did not respond to the email. We cannot remove the inquiries listed on the customer’s credit bureau reports as they were obtained legitimately when the customer actively pursued financing with our dealership. Amery Chevrolet is truly sorry that the customer was dissatisfiedWe tried to do everything we could to help the customer get into a vehicle while remaining sensitive to the customer’s credit situation

As I dig further into this situation, I have found there were some miscommunications between everyone involvedThis in no way makes us liars or out to get a customerAll managers are trained to take care of our customers with honesty and integrityAmery Chevrolet understands that without our customers we don’t have a businessWe strive everyday to do give our customers the best service possibleUnfortunately, we are human and we do make mistakesWe have made adjustments to prevent future miscommunications like this.We could go back and forth disputing what was said or how it was interpreted but it would still be our view against their viewIn the end, we tried to do everything we could to get the customer with poor credit financed with a large amount of negative equity into the vehicle they wantedUnfortunately, the bank has guidelines and they determined what was required to get the loan, not Amery ChevroletIf the customer wants to, I would be happy to speak in person or over the phone to them

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My last item to bring up for this situation just so that it's on record is that I received [redacted]'s decline response in the mail while waiting for Amery Chevrolet to respond. They show my credit score as a 486!  No wonder why they wouldn't finance me or the interest rates were outrageous.  My credit is a 683 on TransUnion and a 687 on Equifax and Experian.  I am not sure why Amery Chevrolet even uses this outfit, or where Ally gets their information from, but I hope the public reads this and makes sure that they do not let Amery Chev run their credit through [redacted] because they will be paying WAY too much for a vehicle that they are financing through them.  Something seems pretty strange here and their numbers are VERY outdated and shouldn't even be considered!  I am not willing to speak with anyone from Amery Chev over the phone.  I am very bored with all of this back and forth myself.
Regards,
Karen Potvin