Bedrock Motors of Rogers, Inc.

The cancellation quote that I gave the customer is based on the percentage of the time\miles used I did not have the amount of any claims paid on their service contract that the warranty company deducted from this amount. The customer thought that the amount I gave was low so
I emailed the customer the formula that I used to give the quote. The customer cancelled their service contract directly with the warranty company so when we received the cancellation notice and proceeds from the warranty company we sent the cancellation amount to the customer based on what they told us to send. We did not keep any money from the cancellation quote nor did we short the amount that the customer was due. The difference from what the customer was expecting and what they received is the claims paid on the account that was deducted from the cancellation. I do apologize that we did not have the amount in claims paid when we quoted the quote the first time. They can verify this with the service contract company and I would have thought that the warranty company would have given them that same amount when they cancelled their service contract directly with them

Initial Business Response /* (1000, 7, 2016/01/15) */
I have attached a copy of the ad for this van from our websiteThe photos and description clearly show the location and phone number of our Blaine storeThe ad also says "New Rear Brake Pads and Rotors, New Oil Pan Gasket." It does not
state new tires
The only paperwork the customer signed was an acknowledgement that the vehicle was being sold as-is, and that no free work was promisedWe did not ask the customer to sign anything that stated we did not do work to the vehicle
I have also attached a copy of the AuoCheck report showing consecutive odometer reportsI have provided this same report to Mr***There are no indications of odometer rollback, and all titles and registrations have been marked actual mileage
This complaint from the Revdex.com was the first I heard that this customer was having an issueThe customer never called the store to talk to me, he never sent a letter, he never sent me an emailSince receiving the complaint, I was able to call Mr*** and speak with himMr*** explained his concerns, and listened while I explained our side of the story
Mr*** and I have agreed on the following as a resolution: As a one time goodwill adjustment, Bedrock Motors will purchase the following parts as requested by Mr***These parts should be available for piat our Rogers location in about week:
x Kelly Edge All Season Tires 225/65R
x Front Wheel Hub Assembly
x Outer Tie Rod End
Mr*** will arrange for picking up the parts and having them installed on his vehicleBedrock Motors has not had the opportunity to verify that these parts are defective on his van - we are taking the word of Mr*** and a repair shop that he has chosen
Initial Consumer Rebuttal /* (3000, 9, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A title correction was made on van!
I want to know why!

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

I disagree the customer version of how the deal took place. We are very transparent in our approach and were upfront with her from the beginningWe informed her that the financing companies will not over extend credit to someone that just had their bankruptcy discharged
two days prior, so newer and lower mileage vehicles will always work best, and not full size suv's with over 100k on the odometer. The friend that was with her was very aware on how sub-prime financing works, and he also was able to explain this to her as well. Once the vehicle was picked out, which was a lot newer version with under 30k miles of what she had before, the payments came in appox $over where she wanted them to be. I decided to discount the price of this vehicle to get her under her budget. She agreed to the numbers so we signed and completed the sale. Depending on the finance company we electronically fund some of our loans that we process and this was one of them, so when the customer called to try and return the vehicle the deal was done and funded. I informed her that we do not have any type of return policy and because she signed legally binding loan, titling and purchase contracts which the bank funded and in addition to this there were $in loan fees that were charged to us by the bank(this is separate from the discount that we gave to her off the price), we will not be taking the vehicle back. In the end, we have since resolved the dispute with this customer and would like to thank the financing company for reversing the loan acquisition fees that were charge to our company on this loan, because luckily for the customer they do not do that very often

Initial Business Response /* (1000, 9, 2015/08/26) */
It is unfortunate the our customer feels this wayWe have a very good reputation of selling quality vehicles at fair prices with a high level of customer satisfaction from both our sales and service departmentsWe do not have a high pressure
sales environment like our customer statesThe did come in on the last day of the month too look at a vehicles for their child and ended up on the Toyotathey made us an offer based on what she had or wanted too spend not because of any book vales because NADA retail value was appox $We did just get this vehicle in our inventory and had it priced at $but because it was the end of the month and at this point after hours we discounted it down to the actual selling price of $We would never discourage anyone from talking our vehicles to have it inspected and told her she could but we would not do the paperwork and delivery until after the inspection was donewe always try to sell as many cars as we can in a months time but eventually we just have to end it and start over which is fine either wayThey did decide too buy the Toyota and we did the paperwork and collected the fundsNow on a side note this vehicle was sold AS IS because of the year and the mileage was 166k and at no point in the sale process were we hiding this from anybody or offering too warranty the vehicle ourselvesSo on the following Monday the customer informs us that there is an oil leak, we than tell her too bring it in and have our service dept take a lookThey drop off the vehicle and have a list of other minor things for us too take a look as well as which we do our best too take care ofWe get the Toyota in the shop diagnosis the leak and order partsJust like any service shop this does take time to do and we gave them the option to come back later with the vehicle if it inconvenienced them too much and they decided too have it done nowAfter they picked up the Toyota the inform us there are still oil drips on there driveway we have them bring it determine it as oil residue from the repair, oil changes etc and clean off any excessThey call again and say there is a leak, we tell them too come in so we can take a lookWell over months go by when we are contacted by them to have us take a look at their Toyota which we do and have them drop the vehicle offAfter the inspection there is a very minor leak and by minor we mean that we didn't move the vehicle for more than a day and there was an oil sport less than the size of a dime, also the customer stated that they have not needed to add any additional oilOur service manager contacts the customer to let them know all this and that if they want to fix it the repair it will be $and is very labor intensiveThey inform us the don't want to pay for this repair or think the have too at this point I am inform of where all the sides are atI called the customer to explain that this is not going too be paid for by us we did not warranty her vehicle we did do some goodwill originally and that doesn't mean that we can continue to do so when it is now 1/months later and the car now has more than 8,miles on it then when they bought it which to begin with is a years old and had 166k it will not be perfectMechanically and from a safety standpoint there is absolutely nothing wrong with itSo at this time we feel that this repair isn't even necessary as well as we have been more than reasonable to work with and we regret that our customer feels differently than we do

Initial Business Response /* (1000, 6, 2015/01/19) */
Received voicemail and folle-mail from *** at Bedrock Motors, indicating that the dealership "has resolved all issues with (Mr ***)."

Initial Business Response /* (1000, 13, 2014/11/25) */
Received business response via e-mail to BB:
"Hi ***,
The check engine light did come on during the test driveMs*** was informed that whatever was causing the light to come on that we would be fixing it at no charge to herWe
diagnosed the check engine light code as a throttle body positioning sensor or possible throttle bodyOur technician cleaned the throttle body and test drove the vehicleThe check engine light did not returnWe advised Ms*** that she could bring the vehicle back at her convenience and we would replace the throttle body if the check engine light came back onWe ordered a new throttle body so that we would have the part in stock if the light returned
The next time I heard from the customer was a Wednesday night at 7:pm when she and her husband stopped inOur shop closes at 4:pm, and I do not have a technician available after that timeMs*** was demanding that we repair her vehicle immediately, or give her money backI offered solutions to accommodate Ms***: leave the vehicle overnight for my technician to start work on first thing in the morning; make an appointment at a day and time that is convenient for her to wait for the repair; take the vehicle to a repair shop of her choosing and we would pay them for the repairMs*** chose to take the vehicle to a repair shop on her own
Ms*** took her vehicle to Valley GMC for diagnosisThe vehicle did not have a check engine light on at the timeThe customer brought up new concerns that were not discussed at the time of the sale: engine tick, door handle, cracked belt, brake squeal, and tire pressure lightAll of these concerns were fixed or unable to be verified by the dealershipI have attached a copy of the repair order from Valley GMC, along with a paid credit card receipt showing we paid in full
In regard to the paperwork, it is impossible for us to change a customer's credit scoreWe pull a credit report and our lenders pull their own credit reportThere are currently three different credit bureau's and each one has their own scoring systemSo, it is very common that we will have a different score than what the bank gets, even if it is the same credit bureau that it was pulled fromThe second attachment to this message shows a print out that Ms*** signed that was generated by the company that we use to pull credit reports
As far as the income discrepancy, I am uncertain if it was a clerical error, non-legible, miscalculated or accurate when the application process beganI do know it had no effect on the dealThe bank that financed the loan was the same bank that had her previous loanWhenever there are discrepancies that bank will want some type of proof (i.epay stub, tax returns) but none were stipulatedThe loan approval was based on her credit and previous payment history
When the customer signed final documents for the purchase of the vehicle, we took the time and explained everything she was signingMs*** was given ample time to look over the information placed in front of her and to ask questions before signingAny rushing would have been on the customer's part, as they mentioned several times that they would like to get back to their children
At this time we feel we went above and beyond to make ***'s experience at Bedrock Motors a friendly one, and to show our customers we are willing to help when situations ariseAt the time of purchase, the vehicle had 145,miles, and was sold "AS IS"
Should you have any questions or need further information please contact me at the number listed below
*** ***
General Manager
***
www.bedrockmotors.com"
Initial Consumer Rebuttal /* (3000, 17, 2014/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom this may concern:
Please see response attachment first
Then all other attachments to followSorry for the duplicate "chase" fileI couldn't delete of them
Thank you
***
Final Business Response /* (4000, 21, 2014/12/12) */
Revdex.com reached*** of Bedrock Motors, to discuss consumer rebuttal
With regard to Ms ***'s request for a copy of her handwritten application, Mr *** indicates that Bedrock only retains copies of what the bank requires -- in this case, the 'printed' version of the application signed by Ms *** and submitted
He reiterates that whatever the source of any discrepancy in the form, it would not have impacted the approval process, in part because the bank providing the loan was the same bank that handled Ms ***'s previous loan
Bedrock Motors remains firm in its position that it has acted in good faith by assisting with a number of repairs on an "as is" vehicle purchase, and cannot offer further assistance at this time
Final Consumer Response /* (4200, 27, 2014/12/19) */
Received this chat on 12/
Case# *** (Draft)
Yesterday
***
Message:
To whom this may concern; I would like to add something to my case before it is closedI am glad that you finally were able to contact ***, but besides that he's "blowing smoke" and I can get whatever documents you need to prove it, but the bank doesn't need any of the documents, they only go off of what they are told from the finance deptwhen they are called in the first place and if I'm approved or not from the "dealers application" and then the "fraud filled papers"
The "discrepancy in the form" caused so many problems, including getting me a loan that I shouldn't have been able to take out without a co-signer, (due to then being over my debt to income ratio) my credit score is now a lot lower, yes the same bank took the loan because the "car dealership" said I was already pre-approvedAnd without checking into it in full detail they just check the typed up papers that were changed from bedrock, trusting them as they do business with themFraud, to change any information on anyone's, anything!
They didn't do a number of repairs, they tried to fix the "check engine light" in the first place and ever since then it has been worse then it was in the first place! We had it worked on at another place paid for by bedrock, but only to a certain point would they do any repairs, and it still won't run like it did on the test driveThe check engine light comes on, the engine ticks, etcI don't know if you mechanic did something or what but, even before we left your salesman knew it wasn't running right, but said it would run better by the time we got home or to let him know, and I let him know and this is where it all stemmed from, with this issue!

I am rejecting this response because: They sold an unsafe vehicle in more ways than one and jb welded the oil pan to try to hide the fact that it was leakingThey had the vehicle listed for 13,which was over book value so they didn't really discount the vehicleThey always start high on a vehicle and should not be allowed to take things in on trade and not even inspect the vehicle for safetyThey sold an unsafe vehicle they know they sold an unsafe vehicleThey need to be held to a standardNext is lemon law because I now have over 4500$ into the vehicle and have driven it less than miles since I bought itI knew nothing about the condition of the vehicle as far as it needing 4500$ in repairs and they absolutely new if they are in the car buisnessMy solution as spoke about is 3000$ in return as I expected like Allen says it being older and expecting some repairs but not 5k in repairs which it is heading towardsAllen also has lied and said that I was offered a extended warranty on the vehicle and that never happened

I am rejecting this response because:They reset the codes the would indicate that the cars transmission was badIt was deceived by this company and discount on my transmission repair of $is unacceptable to me

We offer everyone an extended service contract when ever the vehicles qualify for them to be purchased and when possible try to customize the terms based on driving habits which in the case the term was for years or 60,miles in addition to the odometer at the time sale We also see the value of having a service contract on highline vehicles as well and recommended them but we never would tell someone that they "have to have them". As far as trading or not trading because of a cancellation alone is really besides the point, there is also sales tax savings when trading in that you don't receive when you sell to a private party. The cancellation was done directly between the warranty company and the customer so there is a difference from what info the customer gave bedrock to get the quote of and what the customer told the warranty company because that amount is before the claims were subtracted to get the total net refund amount of the $703.94. I will agree to split the difference of $with the customer and can send a check to them for $to settle this matter. We feel this is more than fair

We sold the 2004 Envoy for 1998.00 plus tax title and lic . It was sold as is. On the date of the sale there no warning lights on the Envoy.  The customer called us a couple days after the sale to inform us that the check engine light came on . We informed him that he could bring his...

envoy to our service dept. and we would give a discount on parts and labor . We also informed again that the Envoy was sold as is which he said he knew. This was the last contact that we had with the customer until know . We will still offer a discount on any repairs that he may want to do . Other than that we do not feel we owe him anything else .

This vehicle was originally listed for sale at $13,988.  We discounted the vehicle $2,488 to $11,500, in order for the customer to take it completely as-is.  The customer had the opportunity to take the vehicle to his own mechanic for inspection prior to the sale.  The customer was...

fully aware of the oil pan leak, and he said he had an estimate for the repairs from his mechanic.  This estimate was the basis for the amount of the discount agreed upon by buyer and seller.  The customer signed multiple documents at the time of purchase stating that he was buying the vehicle as-is.  At the time of purchase the truck was 16 years old and had over 145,000 miles.  This vehicle was never inspected in our shop, and the customer was informed of this at the time of sale. After the purchase, the customer called the salesperson inquiring about a lock for the wheels, because he was already pulling the engine from the vehicle to repair the oil pan leak.  The customer did not mention any other issues with the truck at that time, and gave no indication that he was dis-satisfied in any way.In addition - we took this customer's snowmobile in on trade for this transaction.  We have since discovered that the snowmobile needs major suspension work and motor work.  We would never call a customer to ask to pay for repairs, or re-negotiate a deal after it is done.  We understand what as-is means, and honor the terms of the original negotiation.

Initial Business Response /* (1000, 8, 2015/12/31) */
We in no way used any deceptive sales tactics in selling the 2008 Mercury Mariner and very transparent and informative throughout. The customer and a friend came to our dealership looking for a small SUV with AWD/4X4 and had a set budget the...

they wanted to spend. Our salesperson showed them our only small 4x4/AWD suv that we had in stock at that time which was higher than they wanted to spend. We than showed them 2 other 2wd/FWD Suv's that were in the budget that was originally outlined. After driving them they liked the Mariner the most but wanted too look at some other vehicles they had researched at a different dealership. We asked which dealerships so we could compare it to what we had to offer. They told us and when we pulled up the info online, we informed them that those were a newer model 2WD/Fwd and higher priced than what their stated budget was. They said they were aware of this but wanted to see newer body style and so they left. A couple hours later they came back and retest drove our vehicle with our salesperson, after the test drive they made us an offer which we accepted. We than received a call from the customer a few months later saying that they wanted to schedule a service appointment because the four wheel drive was not working and we than told her that it doesn't have four wheel drive. The customer than said "no you told my friend when I bought it that it was four wheel drive" and pretty much hung up the phone. about a week goes by and we get a letter in the mail from the customer which is pretty similar to the Revdex.com complaint but with even more of a slanderous and accusatory tone with an ultimatum that we fix this situation or else type feel to it. I than tried to contact the customer via phone and left a few messages which was returned as well but we were never able to talk with each other regarding the complaint. I ended up having to take a couple of days off due to personal reasons when I got back in to the office I believe it was 12/21 I called and left a message saying that I apologize that I haven't been able to be reached for a few days and that as far as the issue at hand I outlined our position. 1-We DO NOT sell cars like this. 2-We Do Not appreciate the way we are accused of doing business 3-A resolution, we will take the suv back in on trade or purchase but need to see the vehicle before we can put any type of monetary value and to call me with what they would like to do. I have waited until the last day to submit this response hoping to have had any contact but as of today I have not heard anything.