[redacted] On or about 10/17/I called and spoke with both Adrian and Sandra in response to concerns they had re: their experience here at AutoNation USA.I apologized for their experience and we began the discussion to address concernsConcern #Trade offer amount- Customers trade certificate (amount we offered for the trade vehicle) was $5,When we printed paperwork, the associate mistakenly entered $6,as the trade valueMsSosa is under the impression that we placed roadblocks because we didn’t want to honor the offerI explained that I wouldn’t lose a customer over $and I would honor the $6,valueConcern #Title to trade- The trade vehicle had a co-signer and we were willing to complete the transaction but unfortunately the co-signer presented a copy of his Mexico ID (Matricula), we weren’t able to make out the picture and explained that to the customerPurchasing vehicles requires us to perform due diligence to protect both our customers and AutoNation, a legible form of ID is part of that processAfter explaining that to MsCampos she stated that her ex-husband (co-signer on the trade) is going to the Mexican Consulate to re-new his passport and get an original Matricula card” I mentioned that I know where the Consulate is and having those forms of ID would be greatConcern #Vehicle of interest- After resolving the first concerns, I had to break the news that the vehicle Adrian and Sandra were interested in was no longer availableI explained the Hummer required additional repairs to resolve drivability issues, the decision was made to remove the vehicle from our inventory and sell it at auctionThe decision to sell the Hummer at auction was made prior to becoming aware of customers concernsStill focused on resolution, I offered to find a replacementMsCampos stated she wasn’t interested in anything else and said “I’ve already filed a complaint” and hung up the phoneWe were and still are ready to meet the vehicle purchasing needs of Adrian and Sandra Warmest regards, [redacted] General Manager AutoNation USA, Houston
[redacted]
On or about 10/17/2017 I called and spoke with both Adrian and Sandra in response to concerns they had re: their experience here at AutoNation USA.I apologized for their experience and we began the discussion to address...
concerns. Concern #1 Trade offer amount- Customers trade certificate (amount we offered for the trade vehicle) was $5,501. When we printed paperwork, the associate mistakenly entered $6,001 as the trade value. Ms. Sosa is under the impression that we placed roadblocks because we didn’t want to honor the offer. I explained that I wouldn’t lose a customer over $500.00 and I would honor the $6,001 value. Concern #2 Title to trade- The trade vehicle had a co-signer and we were willing to complete the transaction but unfortunately the co-signer presented a copy of his Mexico ID (Matricula), we weren’t able to make out the picture and explained that to the customer. Purchasing vehicles requires us to perform due diligence to protect both our customers and AutoNation, a legible form of ID is part of that process. After explaining that to Ms. Campos she stated that her ex-husband (co-signer on the trade) is going to the Mexican Consulate to re-new his passport and get an original Matricula card”. I mentioned that I know where the Consulate is and having those forms of ID would be great. Concern #3 Vehicle of interest- After resolving the first 2 concerns, I had to break the news that the vehicle Adrian and Sandra were interested in was no longer available. I explained the Hummer required additional repairs to resolve drivability issues, the decision was made to remove the vehicle from our inventory and sell it at auction. The decision to sell the Hummer at auction was made prior to becoming aware of customers concerns. Still focused on resolution, I offered to find a replacement. Ms. Campos stated she wasn’t interested in anything else and said “I’ve already filed a complaint” and hung up the phone. We were and still are ready to meet the vehicle purchasing needs of Adrian and Sandra Warmest regards, [redacted] General Manager AutoNation USA, Houston
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this proposed action would not resolve my complaint.
You had a clear copy of his matricula the second time it was submitted, you had Sandra and the cosigner sign in front of your associates as requested which they were told to sign in the wrong spot (mistakes happen, but if you do it everyday, you know were to tell your customers to sign as you are performing due diligence to protect both customers and AutoNation). We went to another AutoNation at I-45 Spring Tx to see if we could do the deal with them, and they did not have problems whatsoever working on it. They said with everything we had already submitted we could get the vehicle. The only thing that stopped us from getting it was the fact that we did not get any banks to approve us like in the previous deal. After we talked, we talked to corporate. A customer service representative called us a couple of days later. She wanted to work on our case. I told her what had happened. I told her how they told us that accepting matriculas was basically against the law, then they tell us to go sell it at texas direct auto, then they said it was not against the law anymore, but it was them not wanting to take the risk of buying it. The customer representative did not have an answer as of why that happened. I told her how all of the sudden the vehicle was deemed "not safe" after being there on sale for weeks. All we were told was that the vehicle was deemed not safe, but we were never told why or what it had to be deemed not safe. If it indeed was not a safe vehicle to be put on sale, why were we able to test drive it, apply for it, waste everyone's time so you could later say it was not a safe vehicle. The customer representative called us back a day later just to say that indeed the vehicle had been put to the whole sale department, and that she was going to look for other hummers and call us back, but we were never called back. I just do not understand why every person from AutoNation we spoke to seemed to have a different opinion on the matter. I do not understand why we were told we could not do the trade with the information provided and both owners present on that day. I do not understand why after giving us the runaround, we were told the vehicle was not safe. I mean you are not going to tell me that you care about your customers, when you put a car on sale for weeks, and you have people applying for it, test driving it for you to say later it was deemed not safe. Would it not be better if before trying to sell a vehicle, you inspect it first to make sure it is a good product to sell for your customers? What if I had gotten the vehicle from you before being tested since I was told sometimes it takes weeks to do so, but somehow you can put them on the sales floor? How is that caring for customers?
Regards,
[redacted] On or about 10/17/I called and spoke with both Adrian and Sandra in response to concerns they had re: their experience here at AutoNation USA.I apologized for their experience and we began the discussion to address concernsConcern #Trade offer amount- Customers trade certificate (amount we offered for the trade vehicle) was $5,When we printed paperwork, the associate mistakenly entered $6,as the trade valueMsSosa is under the impression that we placed roadblocks because we didn’t want to honor the offerI explained that I wouldn’t lose a customer over $and I would honor the $6,valueConcern #Title to trade- The trade vehicle had a co-signer and we were willing to complete the transaction but unfortunately the co-signer presented a copy of his Mexico ID (Matricula), we weren’t able to make out the picture and explained that to the customerPurchasing vehicles requires us to perform due diligence to protect both our customers and AutoNation, a legible form of ID is part of that processAfter explaining that to MsCampos she stated that her ex-husband (co-signer on the trade) is going to the Mexican Consulate to re-new his passport and get an original Matricula card” I mentioned that I know where the Consulate is and having those forms of ID would be greatConcern #Vehicle of interest- After resolving the first concerns, I had to break the news that the vehicle Adrian and Sandra were interested in was no longer availableI explained the Hummer required additional repairs to resolve drivability issues, the decision was made to remove the vehicle from our inventory and sell it at auctionThe decision to sell the Hummer at auction was made prior to becoming aware of customers concernsStill focused on resolution, I offered to find a replacementMsCampos stated she wasn’t interested in anything else and said “I’ve already filed a complaint” and hung up the phoneWe were and still are ready to meet the vehicle purchasing needs of Adrian and Sandra Warmest regards, [redacted] General Manager AutoNation USA, Houston
[redacted]
On or about 10/17/2017 I called and spoke with both Adrian and Sandra in response to concerns they had re: their experience here at AutoNation USA.I apologized for their experience and we began the discussion to address...
concerns. Concern #1 Trade offer amount- Customers trade certificate (amount we offered for the trade vehicle) was $5,501. When we printed paperwork, the associate mistakenly entered $6,001 as the trade value. Ms. Sosa is under the impression that we placed roadblocks because we didn’t want to honor the offer. I explained that I wouldn’t lose a customer over $500.00 and I would honor the $6,001 value. Concern #2 Title to trade- The trade vehicle had a co-signer and we were willing to complete the transaction but unfortunately the co-signer presented a copy of his Mexico ID (Matricula), we weren’t able to make out the picture and explained that to the customer. Purchasing vehicles requires us to perform due diligence to protect both our customers and AutoNation, a legible form of ID is part of that process. After explaining that to Ms. Campos she stated that her ex-husband (co-signer on the trade) is going to the Mexican Consulate to re-new his passport and get an original Matricula card”. I mentioned that I know where the Consulate is and having those forms of ID would be great. Concern #3 Vehicle of interest- After resolving the first 2 concerns, I had to break the news that the vehicle Adrian and Sandra were interested in was no longer available. I explained the Hummer required additional repairs to resolve drivability issues, the decision was made to remove the vehicle from our inventory and sell it at auction. The decision to sell the Hummer at auction was made prior to becoming aware of customers concerns. Still focused on resolution, I offered to find a replacement. Ms. Campos stated she wasn’t interested in anything else and said “I’ve already filed a complaint” and hung up the phone. We were and still are ready to meet the vehicle purchasing needs of Adrian and Sandra Warmest regards, [redacted] General Manager AutoNation USA, Houston
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this proposed action would not resolve my complaint.
You had a clear copy of his matricula the second time it was submitted, you had Sandra and the cosigner sign in front of your associates as requested which they were told to sign in the wrong spot (mistakes happen, but if you do it everyday, you know were to tell your customers to sign as you are performing due diligence to protect both customers and AutoNation). We went to another AutoNation at I-45 Spring Tx to see if we could do the deal with them, and they did not have problems whatsoever working on it. They said with everything we had already submitted we could get the vehicle. The only thing that stopped us from getting it was the fact that we did not get any banks to approve us like in the previous deal. After we talked, we talked to corporate. A customer service representative called us a couple of days later. She wanted to work on our case. I told her what had happened. I told her how they told us that accepting matriculas was basically against the law, then they tell us to go sell it at texas direct auto, then they said it was not against the law anymore, but it was them not wanting to take the risk of buying it. The customer representative did not have an answer as of why that happened. I told her how all of the sudden the vehicle was deemed "not safe" after being there on sale for weeks. All we were told was that the vehicle was deemed not safe, but we were never told why or what it had to be deemed not safe. If it indeed was not a safe vehicle to be put on sale, why were we able to test drive it, apply for it, waste everyone's time so you could later say it was not a safe vehicle. The customer representative called us back a day later just to say that indeed the vehicle had been put to the whole sale department, and that she was going to look for other hummers and call us back, but we were never called back. I just do not understand why every person from AutoNation we spoke to seemed to have a different opinion on the matter. I do not understand why we were told we could not do the trade with the information provided and both owners present on that day. I do not understand why after giving us the runaround, we were told the vehicle was not safe. I mean you are not going to tell me that you care about your customers, when you put a car on sale for weeks, and you have people applying for it, test driving it for you to say later it was deemed not safe. Would it not be better if before trying to sell a vehicle, you inspect it first to make sure it is a good product to sell for your customers? What if I had gotten the vehicle from you before being tested since I was told sometimes it takes weeks to do so, but somehow you can put them on the sales floor? How is that caring for customers?
Regards,