Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Dear customer, as a company policy, we do not pay for towing fees when all a vehicle needs is a battery When you called in, you stated the vehicle was having an issue and you did not know what the issue was, at that time, you also mentioned that the tow truck driver told you he
could simply jump start your vehicle because it had a dead battery, you also mentioned that you could bring the vehicle in yourself to avoid towing charges You had the vehicle for almost one month and the loan was processed through one of our lenders immediately after you signed documentation, the day you purchased your vehicle, you signed a legal binding contract in which you agreed to down payment, purchase price, interest rate and term of loanIf you decided to return your vehicle after one month of driving it and forfeit on your loan that's very unfortunate and there's nothing we can do about that.As far as returning your down payment, that's something we are not able to do either. Please understand that you signed a legal binding contract in which you agreed to all terms including the down payment, price, interest rate and terms of loan, you also drove the vehicle for almost month and the only problem you had with the vehicle was a dead battery (which we paid to replace.) The fact that you decided to voluntarily surrender after one month of driving it does not exempt you from your loan obligation to the lender. We are unable to return your down payment
I tried to copy/paste the response from a word document and it did not come across good.I have attached the word document and will also copy/paste again with extra spacing below to see if it reads right.Thank you*** *** *** ***, Here is a timeline of
events: 1/09/you came in, traded in a truck and bought another truck from usYou signed all contract paperwork, put $3,as down payment, and took delivery of vehicle. 1/10/your vehicle was brought in so we could install a GPS system on it. 1/11/your vehicle was brought in because you mentioned that you felt the vehicle may have issues, the vehicle was checked by our service department and we were unable to duplicate the issues you mentioned your vehicle was havingOn that same day you left our dealership satisfied and drove off in your vehicle. 1/20/after driving your vehicle for days you brought your vehicle back and mentioned that you felt there might be an issue with the transmission Your vehicle was taken in by our service department for diagnosis, at that time we offered you a loaner vehicle if you needed it while your vehicle was being checked out. Once again, on that date you left our dealership satisfied, we mutually agreed that we would fix whatever we found bad with the truck if indeed there was anything wrong with it The truck was diagnosed to need an electronic module covered by manufacturer’s warranty and was sent to the Dodge dealership to be repaired. The module was replaced, and vehicle was returned to us on 02/04/2017. Because we care about our customers and customer service is our number one priority, we have gone the extra mile for you and have already spoken to Thunderbird Auto Finance about your desire to get your trade in vehicle back and continue financing it, Thunderbird is re-instating your vehicle loan for your trade in vehicle and you can continue making payments on your trade in vehicle just like you were before. As far as your $3,down payment is concerned, we will refund the amount minus the charge for mileage/days driven per our signed bailment agreement for the days you had the vehicle. Please feel free to pick up your travehicle and down payment refund on Friday, March 10th. Kind Regards, *** *** General Manager Sames Red Barn Motors
Dear Revdex.com and dear valued customer, Customer, thank you for taking time to write a review in the Revdex.compage, we value all of our customers and our goal is for all of our customers tobe 100% completely satisfied. I would like to address each one of your valid concerns Customermentions
that the vehicle was not in good running condition after purchase: Every single car that we sell here at Sames Red Barn Motors goesthrough a complete vehicle PDI (pre-delivery inspection) prior to beingavailable for sale.Once our vehicles pass our PDI process, they are then sent over tothe sales department so they can be sold to the public.A year limited warranty is provided on each one of our vehiclesthat is sold through our in house finance company (Thunderbird Auto Finance). From what is stated in the customer's complaint, customer brought invehicle for us to look at because customer claims the vehicle was having mechanicalissues in MarchCustomer states we then put customer in a loaner car while wediagnosed what issues the vehicle may or may not have had Our service department diagnosed the vehicle, addressed each oneof the customers concerns at that time, and resolved all customer issues atthat timeCustomer left completely satisfied with the vehicleTo me, this is great customer service by our service department. There are no other issues and/or complaints mentioned by thecustomer about our dealership until June when a payment came due. From what is stated in the customer's Revdex.com complaint, the majorcomplaint is about how it's difficult for customer to make the car payments. I would like to make clear that Thunderbird Auto Finance servicesthe financing of the customer's vehicle - not Sames Red Barn Motors. I would like to further address the customers complaint about howhard it is to make a payment: These are the various ways customers can make their payments whenfinancing with Thunderbird Auto Finance: 1) Payments can be made in person during Thunderbird Auto Finance workinghours that's Monday-Saturday from am - pm2) Payments can be made online via Portal Pay 3) Payments can be made via check in the mail 4) Payments can be made over the phone as long as the payment isbeing made using the account holders debit card. I don't see that any of these four methods of payment areunreasonable and/or difficult ways for a customer to pay. What was not mentioned in this complaint is that our customer (account holder) wanted to make two partialcar payments via telephone using two different credit cards and neither of thecredit cards belonged to the customer (account holder). Like I mentioned before a couple days ago in the same complaintthat this same customer has through a social media outlet, Thunderbird AutoFinance as well as Sames Red Barn Motorsgo through great lengths to protect all of our customers and all consumers andwe do not take third party payments - I hope our customers can appreciate thefact that we care about them and not see this as a bad thing. Lastly I would like to address the customer's concern about us turning the customer's caroff I would like to re-iterate that Sames Red Barn Motors does notservice the financing of the vehicle and Sames Red Barn Motors does not turn offanyone's car. All cars financed with Thunderbird Auto Finance come equipped witha vehicle GPS monitor/starter interrupt, and when a customer's car is turnedoff it is done by Thunderbird Auto Finance's automated system that detects whena car payment has not been made on time. Customer knew of this and acknowledged it in writing when customerbought the vehicle. The customer signed a legal binding contract with Thunderbird AutoFinance which gives Thunderbird Auto Finance the right not only to turn off thecustomer's vehicle for nonpayment butalso gives Thunderbird Auto Finance the right to repossess the vehicle for nonpayment. One thing that does stand out in this Revdex.com complaint is whencustomer states "I'm terrified todrive my car because I feel that they are going to shut it off at anytime" In response to this statement, vehicles are never turned off atjust any time like customer tries to make you believe in the complaint Also, just to be clear, if and when Thunderbird Auto Finance eversends the computer signal for a car to be turned off for nonpayment default, thecar continues to run while being driven, the car simply won't re-startafter being parked, turned off and ignition key removed. Lastly, I would like to note that the customer does not mentionthat Thunderbird Auto Finance provides all of its customers with one remotecontrol which has a PIN number which customers can use to re-activate their carfor hours after it's been turned off for nonpayment. In other words, if a customer has not paid and their vehicle isturned off, the customer can re-activate his/her car for hours which givesthe customer more than sufficient amountof time to make the payment before the vehicle shuts off again. I do not feel that the rest of the customer complaint about ourpersonnel and about me personally are valid complaints because they are simplynot true. We are here for our customers. I would gladly sit down with the customer and talk about how wecan work together and make this a better experience for everyone. I am willing to help in any way I can. Kind regards Sergio MartinezGM Sames Red Barn Motors
Dear Valued Customer, We are looking into why your credit was pulled and will be taking the proper steps to remove the inquiry from the bureau.Kind regards *** ***
Sames Red Barn Motors
Complaint: ***
I am rejecting this response because: We purchased this vehicle January and drove it till July I have all the service reports showing what has been replaced by your technicians and they never once mentioned or checked the oilThe fact that you are claiming negligence on our part is absurd! I have a report showing this vehicle has repairs done before we even test drove it and during the test drive the check engine light came onThe fact that you are wanting us to put more money down for another vehicle is upsetting after the mess this vehicle has beenYour dealership should take responsibility for the vehicles they sell after all your salesperson Mike assured us we were getting a great vehicleAt this point I'm needing my money back to buy another vehicle somewhere else.
Regards,
*** ***
Dear customer, the check engine light of your vehicle came on after six months of your vehicle purchase and after 9,000 miles of the your vehicle being driven without having the oil changed. After our service technicians diagnosed your vehicle, they found that Metal shavings had built up on the...
VVT solenoid , all indications are that this was caused due to the lack of your vehicles maintenance – not excessive engine wear. The crankshaft end play was measured to confirm this, and the finding was that the play was within manufacturers spec and this is why the engine was not replaced. We show no history of a tow-in to the dealership.
Dear Ms. [redacted], I am very sorry if you're buying experience was not what you expected, here at Sames Red Barn Motors our #1 priority is to provide the best customer service possible. Addressing your complaint about the extended service plan , every customer that buys a vehicle at our store is...
given the "option" of purchasing an extended service plan if the vehicle being purchased qualifies for one. Purchasing an extended service plan is an "optional" choice and is not something that's forced upon any one of our customers. We have a binding contract signed by you in which you opted by choice to purchase an extended service plan which provides you with extended mechanical protection for your vehicle. With all the above said, the extended service plan is cancellable, you are 100% correct with your statement, however, when you cancel an extended service plan your monthly payment does not drop, what does happen is that your principal balance to the lending institution is lowered. When you cancel an extended service plan, the amount of the cancellation will be deducted from your total lender balance, your payments will remain the same, however, since you owe less money to the lender, you will pay off the car faster because you owe the lender less money. I hope this has cleared up any confusion. I also welcome you to come visit me at any time if you need any further clarification, I know you mentioned in your complaint that you spoke with me personally but I do not think we have ever met. I look forward to helping you in the best way I can. Kind regards [redacted] General Manager Sames Red Barn Motors
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Dear customer, as a company policy, we do not pay for towing fees when all a vehicle needs is a battery When you called in, you stated the vehicle was having an issue and you did not know what the issue was, at that time, you also mentioned that the tow truck driver told you he
could simply jump start your vehicle because it had a dead battery, you also mentioned that you could bring the vehicle in yourself to avoid towing charges You had the vehicle for almost one month and the loan was processed through one of our lenders immediately after you signed documentation, the day you purchased your vehicle, you signed a legal binding contract in which you agreed to down payment, purchase price, interest rate and term of loanIf you decided to return your vehicle after one month of driving it and forfeit on your loan that's very unfortunate and there's nothing we can do about that.As far as returning your down payment, that's something we are not able to do either. Please understand that you signed a legal binding contract in which you agreed to all terms including the down payment, price, interest rate and terms of loan, you also drove the vehicle for almost month and the only problem you had with the vehicle was a dead battery (which we paid to replace.) The fact that you decided to voluntarily surrender after one month of driving it does not exempt you from your loan obligation to the lender. We are unable to return your down payment
I tried to copy/paste the response from a word document and it did not come across good.I have attached the word document and will also copy/paste again with extra spacing below to see if it reads right.Thank you*** *** *** ***, Here is a timeline of
events: 1/09/you came in, traded in a truck and bought another truck from usYou signed all contract paperwork, put $3,as down payment, and took delivery of vehicle. 1/10/your vehicle was brought in so we could install a GPS system on it. 1/11/your vehicle was brought in because you mentioned that you felt the vehicle may have issues, the vehicle was checked by our service department and we were unable to duplicate the issues you mentioned your vehicle was havingOn that same day you left our dealership satisfied and drove off in your vehicle. 1/20/after driving your vehicle for days you brought your vehicle back and mentioned that you felt there might be an issue with the transmission Your vehicle was taken in by our service department for diagnosis, at that time we offered you a loaner vehicle if you needed it while your vehicle was being checked out. Once again, on that date you left our dealership satisfied, we mutually agreed that we would fix whatever we found bad with the truck if indeed there was anything wrong with it The truck was diagnosed to need an electronic module covered by manufacturer’s warranty and was sent to the Dodge dealership to be repaired. The module was replaced, and vehicle was returned to us on 02/04/2017. Because we care about our customers and customer service is our number one priority, we have gone the extra mile for you and have already spoken to Thunderbird Auto Finance about your desire to get your trade in vehicle back and continue financing it, Thunderbird is re-instating your vehicle loan for your trade in vehicle and you can continue making payments on your trade in vehicle just like you were before. As far as your $3,down payment is concerned, we will refund the amount minus the charge for mileage/days driven per our signed bailment agreement for the days you had the vehicle. Please feel free to pick up your travehicle and down payment refund on Friday, March 10th. Kind Regards, *** *** General Manager Sames Red Barn Motors
Dear Revdex.com and dear valued customer, Customer, thank you for taking time to write a review in the Revdex.compage, we value all of our customers and our goal is for all of our customers tobe 100% completely satisfied. I would like to address each one of your valid concerns Customermentions
that the vehicle was not in good running condition after purchase: Every single car that we sell here at Sames Red Barn Motors goesthrough a complete vehicle PDI (pre-delivery inspection) prior to beingavailable for sale.Once our vehicles pass our PDI process, they are then sent over tothe sales department so they can be sold to the public.A year limited warranty is provided on each one of our vehiclesthat is sold through our in house finance company (Thunderbird Auto Finance). From what is stated in the customer's complaint, customer brought invehicle for us to look at because customer claims the vehicle was having mechanicalissues in MarchCustomer states we then put customer in a loaner car while wediagnosed what issues the vehicle may or may not have had Our service department diagnosed the vehicle, addressed each oneof the customers concerns at that time, and resolved all customer issues atthat timeCustomer left completely satisfied with the vehicleTo me, this is great customer service by our service department. There are no other issues and/or complaints mentioned by thecustomer about our dealership until June when a payment came due. From what is stated in the customer's Revdex.com complaint, the majorcomplaint is about how it's difficult for customer to make the car payments. I would like to make clear that Thunderbird Auto Finance servicesthe financing of the customer's vehicle - not Sames Red Barn Motors. I would like to further address the customers complaint about howhard it is to make a payment: These are the various ways customers can make their payments whenfinancing with Thunderbird Auto Finance: 1) Payments can be made in person during Thunderbird Auto Finance workinghours that's Monday-Saturday from am - pm2) Payments can be made online via Portal Pay 3) Payments can be made via check in the mail 4) Payments can be made over the phone as long as the payment isbeing made using the account holders debit card. I don't see that any of these four methods of payment areunreasonable and/or difficult ways for a customer to pay. What was not mentioned in this complaint is that our customer (account holder) wanted to make two partialcar payments via telephone using two different credit cards and neither of thecredit cards belonged to the customer (account holder). Like I mentioned before a couple days ago in the same complaintthat this same customer has through a social media outlet, Thunderbird AutoFinance as well as Sames Red Barn Motorsgo through great lengths to protect all of our customers and all consumers andwe do not take third party payments - I hope our customers can appreciate thefact that we care about them and not see this as a bad thing. Lastly I would like to address the customer's concern about us turning the customer's caroff I would like to re-iterate that Sames Red Barn Motors does notservice the financing of the vehicle and Sames Red Barn Motors does not turn offanyone's car. All cars financed with Thunderbird Auto Finance come equipped witha vehicle GPS monitor/starter interrupt, and when a customer's car is turnedoff it is done by Thunderbird Auto Finance's automated system that detects whena car payment has not been made on time. Customer knew of this and acknowledged it in writing when customerbought the vehicle. The customer signed a legal binding contract with Thunderbird AutoFinance which gives Thunderbird Auto Finance the right not only to turn off thecustomer's vehicle for nonpayment butalso gives Thunderbird Auto Finance the right to repossess the vehicle for nonpayment. One thing that does stand out in this Revdex.com complaint is whencustomer states "I'm terrified todrive my car because I feel that they are going to shut it off at anytime" In response to this statement, vehicles are never turned off atjust any time like customer tries to make you believe in the complaint Also, just to be clear, if and when Thunderbird Auto Finance eversends the computer signal for a car to be turned off for nonpayment default, thecar continues to run while being driven, the car simply won't re-startafter being parked, turned off and ignition key removed. Lastly, I would like to note that the customer does not mentionthat Thunderbird Auto Finance provides all of its customers with one remotecontrol which has a PIN number which customers can use to re-activate their carfor hours after it's been turned off for nonpayment. In other words, if a customer has not paid and their vehicle isturned off, the customer can re-activate his/her car for hours which givesthe customer more than sufficient amountof time to make the payment before the vehicle shuts off again. I do not feel that the rest of the customer complaint about ourpersonnel and about me personally are valid complaints because they are simplynot true. We are here for our customers. I would gladly sit down with the customer and talk about how wecan work together and make this a better experience for everyone. I am willing to help in any way I can. Kind regards Sergio MartinezGM Sames Red Barn Motors
Dear Valued Customer, We are looking into why your credit was pulled and will be taking the proper steps to remove the inquiry from the bureau.Kind regards *** ***
Sames Red Barn Motors
Complaint: ***
I am rejecting this response because: We purchased this vehicle January and drove it till July I have all the service reports showing what has been replaced by your technicians and they never once mentioned or checked the oilThe fact that you are claiming negligence on our part is absurd! I have a report showing this vehicle has repairs done before we even test drove it and during the test drive the check engine light came onThe fact that you are wanting us to put more money down for another vehicle is upsetting after the mess this vehicle has beenYour dealership should take responsibility for the vehicles they sell after all your salesperson Mike assured us we were getting a great vehicleAt this point I'm needing my money back to buy another vehicle somewhere else.
Regards,
*** ***
Dear customer, the check engine light of your vehicle came on after six months of your vehicle purchase and after 9,000 miles of the your vehicle being driven without having the oil changed. After our service technicians diagnosed your vehicle, they found that Metal shavings had built up on the...
VVT solenoid , all indications are that this was caused due to the lack of your vehicles maintenance – not excessive engine wear. The crankshaft end play was measured to confirm this, and the finding was that the play was within manufacturers spec and this is why the engine was not replaced. We show no history of a tow-in to the dealership.
Dear Ms. [redacted], I am very sorry if you're buying experience was not what you expected, here at Sames Red Barn Motors our #1 priority is to provide the best customer service possible. Addressing your complaint about the extended service plan , every customer that buys a vehicle at our store is...
given the "option" of purchasing an extended service plan if the vehicle being purchased qualifies for one. Purchasing an extended service plan is an "optional" choice and is not something that's forced upon any one of our customers. We have a binding contract signed by you in which you opted by choice to purchase an extended service plan which provides you with extended mechanical protection for your vehicle. With all the above said, the extended service plan is cancellable, you are 100% correct with your statement, however, when you cancel an extended service plan your monthly payment does not drop, what does happen is that your principal balance to the lending institution is lowered. When you cancel an extended service plan, the amount of the cancellation will be deducted from your total lender balance, your payments will remain the same, however, since you owe less money to the lender, you will pay off the car faster because you owe the lender less money. I hope this has cleared up any confusion. I also welcome you to come visit me at any time if you need any further clarification, I know you mentioned in your complaint that you spoke with me personally but I do not think we have ever met. I look forward to helping you in the best way I can. Kind regards [redacted] General Manager Sames Red Barn Motors