B & B Automotive, Incorporated

RE:   [redacted] ID
#[redacted] Dear [redacted]     This will acknowledge receipt of the
above-referenced complaint, which was submitted on 4/9/2015 at 3:18:31 pm,
received by this office on 4/13/2015. and assigned an ID of...

[redacted].     Jack N[redacted], our Service Manager, spoke with Erica Cherington on 4/14/2015. After speaking
with the customer and reviewing the service records, Mr. N[redacted] provided Ms.
Cherington with her requested relief. Her scheduled appointment to choose
another vehicle was 4/18/2015.       [redacted] we pride ourselves on working
with the customer to resolve any issue brought to our attention, and we make
every effort to fulfill all reasonable requests. If I could be of further
assistance, please do not hesitate to contact me. Respectfully
submitted,Sean M[redacted], Compliance OfficerB &
B Automotive, Inc.Office:
###-###-####Fax:
###-###-####Email: [redacted]@bandbautomotive.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
This is my office number and I NEVER called them with a request, besides the request to NEVER call me again. What possible reason would ANYONE in California need from an unethical used car lot on the EAST coast?????
Regards,
[redacted]

RE:     [redacted]            ID #[redacted] Dear
[redacted],          This is in response to...

the
above-referenced complaint, which was filed on February 12, 2016, and assigned
ID #[redacted].                 Frank B[redacted], our General Sales Manager, reached out to [redacted] and worked
out the following resolution, which was acceptable to the customer:1.     
We
agreed to repurchase the 2006 [redacted];  2.     
We
agreed to pay off customer’s loan balance with [redacted],3.     
We
agreed to partially refund customer’s down payment in the amount of $1,500.00.           [redacted], we, at B & B Automotive, pride
ourselves on working with the customer to resolve any issue brought to our
attention. As always, we make every effort to fulfill all reasonable requests. If I could be of further assistance, please do not hesitate to contact
me. Respectfully
submitted,Sean
M[redacted], Compliance Officer

RE: ID #[redacted], The following is a synopsis of B & B Automotive's resolution with [redacted]. Also, please find attached an email from [redacted], expressing her satisfaction. 1. Frank B[redacted], our General Sales Manager, spoke with the bank on the reporting process of the customer's loan for the Dodge Grand Caravan. He was informed that the first purchase would be reflected on the customer's credit report, approximately mid-July 2016. The customer's second loan purchase would be reported approximately 3-4 months from the new purchase date, which was 05/16/2016.2. Mr. B[redacted] received authorization to make a payment of $350.00 towards the customer's money owed on the second transaction, which was a 2008 [redacted] for taxes and transfer fees.3. All payments made on the [redacted] were applied to usage, and all monies were calculated and processed into the pay-off, when the customer purchased the 2008 [redacted].   [redacted], B & B Automotive makes every effort to fulfill all reasonable requests. We pride ourselves on working with the customer to resolve any issue brought to our attention. If I could be of further assistance, please do not hesitate to contact me.Respectfully submitted,Sean M[redacted], Compliance Officer

RE:     [redacted]. [redacted] ID
#[redacted] Dear
Ms. [redacted],Again,
I refute the allegation that we claim to report to all three credit bureaus. Helm
Associates only reports to one credit bureau. [redacted] has aided
1,000’s of customers improve their credit scores, over the life of their loans.
Ms. [redacted], on the other hand, has only been paying on her vehicle for three
(3) months. A noticeable change in credit score is not going to happen in that
short of time. I
also want to reiterate that if Ms. [redacted] is experiencing compressor issues, I
urge her to contact our service department to have the vehicle evaluated. Ms.
[redacted], if I could be of further assistance, please do not hesitate to contact
me. Respectfully
submitted,Sean
M[redacted], Compliance OfficerB
& B Automotive, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I have contacted Mr . B[redacted] regarding relief. He advised me my only options were to get the vehicle fixed as they were not giving me back any money. He also rescinded the offer to swap out the vehicle for another one that might work a little better than the one I have. So I attempted to get my current vehicle fixed. After 2 weeks (without any alternate means of transportation) my vehicle was returned to me on 8/19, then it broke down again on 8/22. In the interim, I have again tried contacting Mr. B[redacted] and left a voicemail to have him call me which he has not returned. I also tried contacting Jack, the supervisor for the service department to no avail. This was during the time that I left the message for Mr. B[redacted], the car could have been inspected for just that because the vehicle was at B&B Automotive in Fairless Hills to be fixed. I need resolution quickly and no one at B&B Automotive is helping me nor are they complying with the request I am receiving through the Revdex.com.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: B & B automotive is not being honest, if you do an investigation and call the company when you speak to them over the phone and ask if they report to all three credit bureaus; the answer will be yes! Not we only report to one credit bureau and they're staying the report to [redacted], but when my credit report was checked there was no proof of my car loan on [redacted], [redacted], or [redacted]. What's the explaination for that? Further more they're others that I know who have experienced the same issue with B & B automotive they just did not take the time out to report it.  
Regards,
[redacted]

From: <[redacted]@bandbautomotive.com>Date: Thu, Sep 1, 2016 at 10:11 AMSubject: CONSUMER COMPLAINT #[redacted]To: [email protected]: [redacted] (#[redacted])Dear [redacted]        Please be advised that this is a repeat complaint from the same customer, which was...

settled, prior to receipt. B & B Automotive repurchased her vehicle, and eliminated the customer's further obligation, under the retail installment contract. If you have any questions, please do not hesitate to contact me.Respectfully submitted,Sean M[redacted], Compliance OfficerB & B Automotive, Inc.

RE:  [redacted]       ...

                 ID
#[redacted]                                  �...⇄ /> [redacted]:          This is in response to the
above-referenced complaint, which was filed on May 3, 2014 at 5:27:16 PM and
assigned ID #[redacted].          After researching the matter, [redacted]
[redacted] did pay off the vehicle in September 2012. At that time, [redacted]
was issued a code to unlock her vehicle. Apparently, the customer never used it,
as it expired in 60 days. Unfortunately, **. [redacted] called the dealership
several times, but never contacted Helm Associates. [redacted], our Collections Manager, spoke with the
customer to arrange her requested relief. We are having a technician go to [redacted]’s home to remove the device.          Helm Associates is committed to
customer satisfaction. We pride ourselves on working with the customer to
resolve any issue brought to our attention. As always, we make every effort to
fulfill all reasonable requests.   [redacted], if I could be of further
assistance, please do not hesitate to contact me. Respectfully
submitted,[redacted], Compliance OfficerHelm
AssociatesOffice:
###-###-####Fax:
###-###-####Email:
[redacted]

RE: [redacted]Dear [redacted],Daniel D[redacted], our Collections Manager, reached out to the customer in regards to his complaint.  Although the complaint indicated that [redacted] was seeking an explanation of charges, he was upset over the device (starter interrupt) being used to shut down...

the vehicle for nonpayment.  Mr.  D[redacted] explained to the customer when the device can be used, and how to avoid having the vehicle disengaged. [redacted] claimed that none of the information was provided to him at loan origination.  Mr.  D[redacted] provided him with a copy of the loan agreement, which outlined the parameters for use of the device, in addition to a copy of the signed authorization for device installation. [redacted] also accepted a late payment arrangement, and engaged the customer's vehicle based on said arrangement. If I could be of further assistance, please do not hesitate to contact me.Respectfully submitted,Sean M[redacted], Compliance Officer

In your original complaint
filed with the Revdex.com, your desired settlement was “The
dealership needs to do a full inspection of the car to see all the problems it
has since they sold it to me. They need to fix everything free of charge. They
need to refund me back my $100 deductible I had to pay for a new radiator.”
Allow me to reiterate my
2/27/2015 voicemail. I said “B & B Automotive is going to refund your $100
deductible, and do whatever it takes to correct your situation.” I also requested
you call service to schedule an appointment, and if your vehicle was
inoperable, we would have it towed in.
Ms. [redacted], unless you
call to make an appointment, service will be unable to inspect the vehicle, and
B & B Automotive will be unable to provide your requested relief.  Again, please contact our service department,
at your earliest convenience.

RE:     [redacted] ID #[redacted] Dear
Ms. [redacted], This
is in response to the Revdex.com complaint, which was submitted on 7/6/2015
at 7:59:04 PM, and assigned an ID of [redacted]
is a national warranty company with certain restrictions,...

such as a maximum
labor rate of $75.00 per hour. Their fair labor rate is based on Chilton/Mitchell.
According to warranty coverage, the customer is only responsible for a $100.00
deductible, unless the facility utilized charges a labor rate in excess of
$75.00 per hour, resulting in the customer being responsible for the difference,
which is the case, here. Additionally,
please be advised that the customer’s repair facility of choice charged too
much for the requisite parts. [redacted], on the other hand, were less expensive while
using comparable parts, not inferior ones.     B
& B Automotive is committed to customer satisfaction. We pride ourselves on
working to resolve any issue brought to our attention, and make every effort to
fulfill all reasonable requests. Ms. [redacted], if I could be of further assistance,
please do not hesitate to contact me. Respectfully
submitted,Sean
M[redacted], Compliance OfficerB
& B Automotive, Inc.

[redacted]
Sep 19 (3 days ago)
to me 
RE:
[redacted]
ID #[redacted]
 
Dear [redacted],
    This is in reference to the above-referenced complaint, which was originally submitted on 8/20/2014 at 5:16:35 pm, and was assigned ID #[redacted].
    Unfortunately, our accounting department failed to issue [redacted] a second check in the amount of $100.00. It has since been rectified. [redacted] was overnighted said check on Wednesday, September 17, 2014. We apologize for any inconvenience.
 
Respectfully submitted,
Sean M[redacted], Compliance Officer
B & B Automotive, Inc.
Office: ###-###-####
Fax: ###-###-####
Email: [redacted]

RE:     [redacted]             ID #[redacted] Dear [redacted],           This is in response to the above-referenced complaint, which was filed on May 15, 2016, received by this office on May 16,...

2016, and assigned an ID of [redacted].           Frank B[redacted], our General Sales Manager, confirmed that [redacted] decided to switch vehicles, after being shown our inventory. She chose a 2008 [redacted], in lieu of her 2005 [redacted]. Mr. B[redacted] contacted the customer to ascertain her satisfaction with the agreed upon resolution.           B & B Automotive is committed to customer satisfaction. We pride ourselves on working with the customer to resolve any issue brought to our attention. As always, we make every effort to fulfill all reasonable requests. [redacted], if I could be of further assistance, please do not hesitate to contact me. Respectfully submitted, Sean M[redacted], Compliance Officer

Our recent inspection of the customer's vehicle revealed a missing radio and damage to the driver-side door. Additionally, [redacted] has been using said vehicle, since December 2014. Consequently, B & B Automotive is willing to offer a $1,500.00 refund. If this is acceptable, we will contact [redacted] to arrange a time to pick it up, assuming it is inoperable.

RE:     [redacted]            ID #[redacted] Dear
[redacted], This
is in response to the complaint filed by [redacted] on 6/26/2015, and
assigned ID #[redacted]. I
regret [redacted] having received any...

telemarketing calls. Upon researching the
matter, the only telephone number in our system with his area code was ([redacted],
and that person actually called here with an inquiry. We have since deleted the
number. [redacted] failed to name the individual who laughed and hung up on him. Rest
assured, if identified, appropriate disciplinary action would have been taken.   We,
at B & B Automotive, pride ourselves on resolving any issue brought to our
attention. As always, we make every effort to fulfill all reasonable requests. If
I could be of any further assistance, please do not hesitate to contact me. Respectfully
submitted,Sean M[redacted], Compliance Director

Review: I have returned a vehicle and have yet to receive a refund. They never said I would have to wait for the refund I was told I could return the vehicle if I felt I did not want to keep the vehicle with no problems got it on a Saturday evening and returned the vehicle Monday morning. At this time they said they will mail me a check ( my mistake giving them cash deposit) that was Aug. 4 2014 it is now Aug. 19th. I called and left a message with the sales rep. and never got a return call. Spoke to the manager who gave me a B.S story but was polite, who said he would need to wait for the owner to approve. Still no information on when that check will be in the mail or ready for pick up. The reps keep sending me to voice mails and are so RUDE!!Desired Settlement: I would like my $400 check mailed ASAP

Business

Response:

RE: ID #[redacted] [redacted] Dear

[redacted], This will acknowledge receipt of the

above-referenced complaint, which was submitted on 8/20/2014 at 5:16:35 pm, and

was assigned ID #[redacted]. After conducting an investigation into

the matter, I discovered, due to a clerical error, [redacted] was inadvertently

issued a check in the amount of $100.00. Our accounting department is

rectifying the situation today by issuing, and overnighting, [redacted]

another check in the amount of $300.00. These two checks represent a refund of the

customer’s down payment, and her requested relief. We apologize for any inconvenience. [redacted], we pride ourselves on working

with the customer to resolve any issue brought to our attention, and we make

every effort to fulfill all reasonable requests. If I could be of further

assistance, please do not hesitate to contact me.Respectfully

submitted,Sean

M[redacted], Compliance OfficerB

& B Automotive, Inc.Office:

###-###-####Fax:

###-###-####Email: [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

On August 26 2014 I received a check via [redacted] in the amount of 300.00 Dollars from B&B which is the first and only refund that I have received. I spoke to Jenny on the matter who sad she would find out why the check was not for the full amount and call me right back, which she did not. I called Jenny today 8/29 and left a voice mail because I am still owed 100.00 on the refund.

Review: I was called by this company in reference to my application on-line. They explained to me that regardless of my credit history I will not have to worry about financing with a bank and that they do in-house fiancing. My attention was caught when I saw on their website that I wont need much money down for the car. My minimum will be 300 down. I had no problem putting down more but was told I didnt have to. The website clearly says how much they want down for each car. I wanted a [redacted], which the website says 595 down. When I arrived on July 3rd, I was told by my salesperson that I cant have the [redacted] and they want about 2000 down. He showed me limited amout of cars and I settled for an [redacted]. That was the most decent one they showed me. July 3rd less than 24 hrs the car broke down. I told them I dont feel comfortable with the car and want another one. He showed me all raggedy cars and refused to give me what I was looking for. After the manager told me he would have better cars to show. I just want my money back. Theres a 72 hour policy. They are falsely advertising.Desired Settlement: 300 Dollars

Business

Response:

RE: ID #[redacted]

Review: I'm 20 years old and newly licensed. I went to B&B Automotive to purchase my first car and was taken advantage of. They sold me a 1998 [redacted] with roughly 91,000 miles on and it was (roughly) no more than $8,500 and no less than $8,400. When I bought it they had informed me that the air conditioner didn't work, so we scheduled a day for me to take it in. After that I started to see more problems with the vehicle. They had informed me that I only had 72 hours to EXCHANGE the car, NOT return it and be done with it. I have tried again and again to get my car in for them to address the other issues the car is having and I always kept getting trouble. I went to [redacted] about surrendering the vehicle. The associate, Brandon, had offered to call B&B Auto to get me in for service instead of surrendering the vehicle. I had said "I don't care if the car gets fixed or not. It's not worth my money and it's not worth the headaches." I had also mentioned how I couldn't afford the car and how my bank account is constantly negative because of the payments. Brandon offered to put my account with them on hold for a few weeks so I could get my money situated. I get a phone call today (7-14-14) from [redacted] saying my card was declined. I mentioned to Theresa (the associate on the phone) that Brandon was suppose to put my account on hold. She stated that they don't do that and that I misunderstood. I did not misunderstand because my father was also there and heard the same thing. I went to B&B auto on Monday ( 7-7-14) and the front desk person said how I wasn't in their system for an appointment, I told them what Brandon had supposedly said and done, they were nice and willing to take me in. After Monday (7-7-14) I am still having the same issues I was having when I took it in. I had called today (7-14-14) about taking it back in. I keep having problems with the car and also with B&B auto and their auto loan company [redacted]. After I took the car in for the air conditioner after I first got it (6-12-14) I happened to look the car up on [redacted] Bluebook and the vehicle in GOOD condition is only worth roughly $2,500. I understand they need to make money as well, but not $6,000 worth.Desired Settlement: I would prefer to have the cost of the car adjusted closer to the [redacted] Bluebook price. Or I would like them to take the car back and refund my money, or at least my down payment and I won't owe anything on the loan of $7,000.

Business

Response:

August 29, 2014Dear [redacted],This will acknowledge receipt of the above-referenced complaint, which was submitted on 7/14/2014 at 12:00:00 am, and was assigned ID #[redacted]. Unfortunately, this office never received the complaint via email, which is usually the case. It was received via postal mail on 8/21/2014.According to Daniel D[redacted], our Collections Manager, [redacted] entered into a retail installment contract on 6/12/2014. [redacted] was made aware of the B & B Automotive 72-Hour Exchange Policy, and acknowledged same at time of purchase (see signed document). Her financing included a service contract, in addition to gap insurance to protect her in the event of loss, Mr. D[redacted] confirmed that the vehicle was brought in for service and repaired at no cost, since it was covered under warranty.[redacted] informed [redacted] that she was having difficulty abiding by her contract, due to lower income, as a result of reduced work hours. In an attempt to assist the customer, we made a payment arrangement to prevent a voluntary repossession. The customer failed to keep this arrangement.On 7/31/2014, [redacted] returned the vehicle and signed a Voluntary Surrender Agreement (see signed document) acknowledging her responsibility. [redacted], if I could be of further assistance, please do not hesitate to contact me.Respectfully submitted,Sean M Compliance OfficerB & B Automotive, Inc

Review: I had bought a car from B&B automotive but I drove the car from one lot to the next to look at other cars but my husband and I liked the 2005 Chrysler pacifica that we used so we told the salesman that we wanted the car so we went back and told him that there are things that need to be fixed and the things we wanted fixed were but somethings were not. I had talked to the service station and they fixed some of things but was told that a part had to be ordered and I waited a fews days and called got the run around cause I was suppose to speak to [redacted] but everytime you call he is not there or away from his desk I left several messages to have him call me back and he did not. When I called again I told the person on the phone the situation and they sent me to someone name [redacted] and he looked into my history and found nothing that was supposed to be ordered for the car. He told me that I would have to talk to [redacted] and once again I got the run around. I just want the car fixed, there was a bang when you shift into reverse and drive and I was told that the linkage had to be lube which is not the case there is a bad motor mount cause when you shift the motor moves and it should not, also the check engine light comes on and I was told that it would because of a part that was ordered which it was not.Desired Settlement: Would like the vehicle fixed as promised with no run around. Good customer service and contact back when you call them. More training for the service department on how to treat customers. Aslo more professionalism.

Business

Response:

RE:

ID #[redacted]

Dear

**. [redacted]:

This is in response to the

above-referenced complaint, which was submitted on August 5, 2013 at 5:43:06 PM,

and assigned ID # [redacted].

Since being notified of [redacted]’s concerns, [redacted], our service manager, has been attempting to contact

her via telephone at ###-###-####, but **. [redacted]’s mailbox is full and will

not accept messages. He also emailed her at [redacted].

I encourage **. [redacted] to contact **. [redacted] at ###-###-####, in order for us

to provide her with her requested relief.

B & B Automotive is committed to

customer satisfaction, and we pride ourselves on resolving any issue brought to

our attention. **. [redacted], if I could be of further assistance, please do not

hesitate to contact me.

Respectfully

submitted,

[redacted] Compliance Officer

B

& B Automotive, Inc.

Office:

###-###-####

Fax:

###-###-####

Email:

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I have my cell phone records that I can send you that [redacted] did not call and he did not even send me an email. I have trying to resolve this for months. When I was trying to get this fixed I would call and people would say that I need to talk to [redacted]. I would call and the person on the phone would say that he is not there, or they would send me to his phone and I left several messages and no response back from him at all. My phone messages are not full cause I get messages from people all the time so that is a lie. I just want my car fixed and for someone to be honest and up front with me as I was with them.

Regards,

Consumer

Response:

From: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Thu, Aug 29, 2013 at 10:42 AM

Subject: Fwd: complaint that was already filed

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: <[redacted]>

Date: Thu, Aug 29, 2013 at 8:03 AM

Subject: complaint that was already filed

To: [email protected]

Hi my name is [redacted] and I filed a complaint against B&B automotive in [redacted] pa and [redacted] got back to me to let me know that someone from the company has been trying to contact me and that is not true. I have no phone calls or email messages from them that they contacted me at all. I can prove that to you. I can send cell phone records to you as well as email records. The only thing that I am asking is for someone to be honest and up front with me instead of getting the run around. I been in retail all my life and I would not treat my customers like this. I am still having issues with the vehicle like motor mount and check engine light. I would like someone to get back to me to let me know what is going to be done about this. The company wants me to do the leg work when I was told that a part was going to be ordered and when I called no one had any record of this in their system so they are just telling people things to make them happy when they do not follow through with their commitment.

Thanks concerned

Business

Response:

4:45 PM (20 hours ago)

to me, toh0t4you

RE:

ID #[redacted]

Dear **. [redacted]: This is in response to the above-referenced unresolved complaint, which was submitted on August 5, 2013 at 5:43:06 PM, responded to on August 8, 2013, and assigned ID # [redacted].

I spoke with [redacted], our service manager, concerning [redacted]. He assured me that he contacted (###-###-####) and emailed ([redacted]) her numerous times. He will provide cell phone and email records, if necessary. In my original response, I included **. [redacted]’s direct number (###-###-####), in order to facilitate a timely resolution. **. [redacted] never contacted him. At this point, I am stymied at how to proceed. Is the customer’s contact information correct? If so, then **. [redacted] needs to contact either **. [redacted] or myself. My direct number is ###-###-####. **. [redacted], if I could be of further assistance, please do not hesitate to contact me.

Respectfully submitted,

[redacted], Compliance Officer

B & B Automotive, Inc. Office: ###-###-####Fax: ###-###-####