Sent: Monday, January 02, 10:AMSubject: ID [redacted] As mentioned in our previous response, we are here to provide the best customer service possible and hundreds of our clients will attest to that Any clients’s service contract is available simply upon request, under no circumstances do we sell a vehicle without providing a client the proper documentationUpon receiving this vehicle back, we found a few pages of the service contract scattered inside; respectfully, this explains why the client was unable to provide it to her mother Please feel free to call or stop by so you may obtain a new copyThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
First of all, I never received a sales contract or was informed of a kill switch on the vehicle and after the owner made it to where I could no longer use the vehicle, I took all of my belongings out of it and there was no paper work in the glove compartment besides my insurance papersI have tried reaching out to these people to get my money back and never receive a call backI don't need a sales contract, what good will that do if I no longer have the vehicle, but I would like a refund due to being frauded
Sent: Monday, January 02, 2017 10:56 AMSubject: ID [redacted] As mentioned in our previous response, we are here to provide the best customer service possible and hundreds of our clients will attest to that. Any clients’s service contract is available simply upon request, under no circumstances do we sell a vehicle without providing a client the proper documentation. Upon receiving this vehicle back, we found a few pages of the service contract scattered inside; respectfully, this explains why the client was unable to provide it to her mother. Please feel free to call or stop by so you may obtain a new copy. Thank you.
Sent: Tuesday, December 13, 2016 2:39 PMSubject: ID - [redacted] - Formal Response As the owner of Autos America Houston I’d like to formally respond back to our first complaint after successfully operating and bringing joy to many customers over the years. Our...
dealership prides itself with integrity, we strive at helping subprime customers finance and operate a motor vehicle; we are fully aware that accusations can sometimes be inevitable. In this case there is unfortunately only so much a dealer can do to help a client, we have gone far beyond to resolve this issue. This is our account as to why we have been unable to effectively help [redacted]. As Ms. [redacted] stated, we sold her a 2005 [redacted] (White) on October 18th, 2016, our sales representative was Jose F[redacted] (who has since been let go). Approximately 2 weeks after the contract we received a letter from [redacted] forewarning us that the policy was cancelled but our lien holder interest would be protected as of 12:01 A.M. on November 13th, 2016; the letter was sent on November 1st, 2016 which allowed a 12 day time frame to get this matter in order. As soon as we received this notice, I personally reached out to Ms. [redacted] and explained to her that [redacted] needed further information and that her policy would be cancelled, I reminded her that a cancelled policy could cause a breach of contract, Ms. [redacted] told us she would handle it. As the days went by I then called [redacted] to get information on the policy and to make sure Mrs. [redacted] had spoken to them, the representatives then informed me that they had sent her a letter to her address but they had not heard from her. They claimed they just simply needed a bit of information from her, I was then unable to get further information about the situation since I am only the lien holder and not the policy holder. As Ms. [redacted] stated in her complaint, “Two weeks later I got a complaint in the mail from [redacted], stating they need the title, registration, and location to vehicle or will be cancelling my policy. I knew that was information that the car dealership would have to send in, so I didn’t think nothing of it.” Ms. [redacted] was fully aware of the situation but chose not to work with us or simply call [redacted]. Our phone records also have numerous attempts to reach her without returned calls, numerous calls to her manager at Walmart and other references, we urged her to call us in order to avoid a potential shut off. No calls were returned by [redacted]. I successfully was able to speak with her mother who explained to me that [redacted] had “bought a car behind her back, and she wasn’t going to allow her daughter to pay it anymore.” I explained to her that this was a breach of contract, [redacted] (as an adult) had entered. This made things a bit more clear as to why the insurance policy had not been called to straighten things out and why I could not reach [redacted]. When the expiration date arrived, the vehicle was inevitably shut off. An expired insurance policy is not only a danger to other drivers, it is also a danger to Ms. [redacted] herself. We are not only looking at monetary loss, we are looking at the safety of others. Once the vehicle was no longer operating we received a call from Ms. [redacted], we explained to her that she was the only person who [redacted] wanted to speak to, we urged for her to please speak to them and that the vehicle would operate again, her response was “I just don’t want this car anymore, talk to my mom.”, which was followed by the phone being hung up. Our mission was to help Ms. [redacted], at this point the vehicle was abandoned and we had not heard back in days. We spoke to references and let her know that the vehicle would be picked up if she did not at least call us, she never called. On November 20th after a full week of failed attempts of being called back or to work out a solution, the vehicle was picked up. Upon receiving the vehicle back, we made one last effort to make sure Ms. [redacted] could recover her vehicle. We sent out a certified letter informing her that she could still recover the vehicle and that we would give her a full 20 days to do so. To our surprise, as protocol we perform an inspection of the vehicle once back in our possession, this is when we were informed by our mechanic that there was an excessive amount of water found pumped into the gas tank. When we asked how this could happen, he then suggested it is like to be an act of malice. The dealership went ahead an paid for a new pump plus labor costs. In the following days our reps have also been victims to harassment over the phone by people claiming to know [redacted]. This entire time all we have asked from Ms. [redacted] is to give us a call back and communicate, since day one we have worked tirelessly to avoid her losing her vehicle but no solution was found. If she simply calls us we will surely come to a solution. Thank you.
Sent: Monday, January 02, 10:AMSubject: ID [redacted] As mentioned in our previous response, we are here to provide the best customer service possible and hundreds of our clients will attest to that Any clients’s service contract is available simply upon request, under no circumstances do we sell a vehicle without providing a client the proper documentationUpon receiving this vehicle back, we found a few pages of the service contract scattered inside; respectfully, this explains why the client was unable to provide it to her mother Please feel free to call or stop by so you may obtain a new copyThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
First of all, I never received a sales contract or was informed of a kill switch on the vehicle and after the owner made it to where I could no longer use the vehicle, I took all of my belongings out of it and there was no paper work in the glove compartment besides my insurance papersI have tried reaching out to these people to get my money back and never receive a call backI don't need a sales contract, what good will that do if I no longer have the vehicle, but I would like a refund due to being frauded
Sent: Monday, January 02, 2017 10:56 AMSubject: ID [redacted] As mentioned in our previous response, we are here to provide the best customer service possible and hundreds of our clients will attest to that. Any clients’s service contract is available simply upon request, under no circumstances do we sell a vehicle without providing a client the proper documentation. Upon receiving this vehicle back, we found a few pages of the service contract scattered inside; respectfully, this explains why the client was unable to provide it to her mother. Please feel free to call or stop by so you may obtain a new copy. Thank you.
Sent: Tuesday, December 13, 2016 2:39 PMSubject: ID - [redacted] - Formal Response As the owner of Autos America Houston I’d like to formally respond back to our first complaint after successfully operating and bringing joy to many customers over the years. Our...
dealership prides itself with integrity, we strive at helping subprime customers finance and operate a motor vehicle; we are fully aware that accusations can sometimes be inevitable. In this case there is unfortunately only so much a dealer can do to help a client, we have gone far beyond to resolve this issue. This is our account as to why we have been unable to effectively help [redacted]. As Ms. [redacted] stated, we sold her a 2005 [redacted] (White) on October 18th, 2016, our sales representative was Jose F[redacted] (who has since been let go). Approximately 2 weeks after the contract we received a letter from [redacted] forewarning us that the policy was cancelled but our lien holder interest would be protected as of 12:01 A.M. on November 13th, 2016; the letter was sent on November 1st, 2016 which allowed a 12 day time frame to get this matter in order. As soon as we received this notice, I personally reached out to Ms. [redacted] and explained to her that [redacted] needed further information and that her policy would be cancelled, I reminded her that a cancelled policy could cause a breach of contract, Ms. [redacted] told us she would handle it. As the days went by I then called [redacted] to get information on the policy and to make sure Mrs. [redacted] had spoken to them, the representatives then informed me that they had sent her a letter to her address but they had not heard from her. They claimed they just simply needed a bit of information from her, I was then unable to get further information about the situation since I am only the lien holder and not the policy holder. As Ms. [redacted] stated in her complaint, “Two weeks later I got a complaint in the mail from [redacted], stating they need the title, registration, and location to vehicle or will be cancelling my policy. I knew that was information that the car dealership would have to send in, so I didn’t think nothing of it.” Ms. [redacted] was fully aware of the situation but chose not to work with us or simply call [redacted]. Our phone records also have numerous attempts to reach her without returned calls, numerous calls to her manager at Walmart and other references, we urged her to call us in order to avoid a potential shut off. No calls were returned by [redacted]. I successfully was able to speak with her mother who explained to me that [redacted] had “bought a car behind her back, and she wasn’t going to allow her daughter to pay it anymore.” I explained to her that this was a breach of contract, [redacted] (as an adult) had entered. This made things a bit more clear as to why the insurance policy had not been called to straighten things out and why I could not reach [redacted]. When the expiration date arrived, the vehicle was inevitably shut off. An expired insurance policy is not only a danger to other drivers, it is also a danger to Ms. [redacted] herself. We are not only looking at monetary loss, we are looking at the safety of others. Once the vehicle was no longer operating we received a call from Ms. [redacted], we explained to her that she was the only person who [redacted] wanted to speak to, we urged for her to please speak to them and that the vehicle would operate again, her response was “I just don’t want this car anymore, talk to my mom.”, which was followed by the phone being hung up. Our mission was to help Ms. [redacted], at this point the vehicle was abandoned and we had not heard back in days. We spoke to references and let her know that the vehicle would be picked up if she did not at least call us, she never called. On November 20th after a full week of failed attempts of being called back or to work out a solution, the vehicle was picked up. Upon receiving the vehicle back, we made one last effort to make sure Ms. [redacted] could recover her vehicle. We sent out a certified letter informing her that she could still recover the vehicle and that we would give her a full 20 days to do so. To our surprise, as protocol we perform an inspection of the vehicle once back in our possession, this is when we were informed by our mechanic that there was an excessive amount of water found pumped into the gas tank. When we asked how this could happen, he then suggested it is like to be an act of malice. The dealership went ahead an paid for a new pump plus labor costs. In the following days our reps have also been victims to harassment over the phone by people claiming to know [redacted]. This entire time all we have asked from Ms. [redacted] is to give us a call back and communicate, since day one we have worked tirelessly to avoid her losing her vehicle but no solution was found. If she simply calls us we will surely come to a solution. Thank you.