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Blackwell Automotive, Inc.

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Reviews Blackwell Automotive, Inc.

Blackwell Automotive, Inc. Reviews (11)

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There are quite a few inconsistencies with the response from the business. The top was priced out for me in the initial quote at 1700.00. I was told that I would not need to replace it by the parts department it was in good shape. There was no delay in getting the parts, I fully understood and was informed that they would be difficult to find. There was a delay in the dealer contacting me to tell me that they were in. The parts came in on 07/30/14. I called the dealer on 08/11/14 to find that the parts had been there for almost two weeks. 
I brought my car in on the 15th, the repairs where scheduled to begin on the 18th. 
When I was contacted by the service department initially about the bend in the canvas top, they couldn't tell me why it was bent, only that it came in that way and that they had seen it when I brought the car in. They didn't tell me that the canvas was damaged. Had I known the full price of the repair, I may have made a different choice in the repairs, such as not getting it repaired.  
I would think that if the canvas was as they say it was, damaged when I brought it in, and they didn't  know what the outcome of the repair might be, and that the canvas top might need to be replaced, they should have indicated that in the initial assessment of the vehicle. Let me just say again, I was never told that the canvas was bent, damaged or unable to be put back on the car at any time in the initial assessment of the car. I was told that it was in good shape and did not need to be replaced. 
When I brought my vehicle in the top did open and close, it would not close all the way.  Also I originally called the service manager on 08/25/14 and left her voice mail and she did not return my call. I was not contacted by her until I sent an email to the general manager and the customer service at Chrysler and then she emailed me because she was requested to investigate the issues by her general manager. 
I have yet to receive an apology from the dealership. I was not given all the information to make an informed choice about the repairs to my car. Either the canvas was damaged in the repair or they failed to tell me about the damage of the canvas when it was initially assessed. I should have been informed of all the possible outcomes of the repair so I could have made an informed decision. 
 
Regards,
[redacted]

This vehicle was brought to our Service Department on July 14, 2014 because the sky slider was broken and would not operate - the customer explained to us the vehicle had been at other shops and had been checked and they believed the "worm gear" was broken but that "no one else had been able to fix...

the problem".  The technician was able to reinstall a pin in place on the right side from the outside of the vehicle but explained the top would need additional parts to be repaired. He noticed at this time looking from the outside into the inside that there was grease all inside the trim ring around the headliner.  He did not have any reason to enter the inside of the vehicle since we did not have the parts to repair the slider.  It did take the parts department some time to locate and receive all of the parts needed for the repair due to this not being a commonly replaced part.  When the vehicle came in for the appointment to have the parts installed that were broken, the technician drove the vehicle into the building and asked the service manager to come and take pictures of all of the grease that was inside the vehicle on the headliner before he removed it.  I did this and do have pictures depicting the grease before our repair.  Once the top mechanism was repaired and the canvas portion of the top was latched into place (which has previously just been laying on the roof on that side due to the broken parts in the frame), it could be seen that there was a bow in the very same area where the top had broken.  Our Service Advisor called the number the customer had given us to advise them that the mechanism was sliding properly now but that the frame in the top was still bent in the right rear corner where the damage had occurred to the track.  The customer stated that he would speak to his wife and decide whether to replace the top or not. We also had our clean up department clean the headliner while it was out at no charge to the customer.  When the customer contacted us by email, I advised them of having the pictures of the grease and how the top was bent by the mechanism even though the advisor saw it bent up on the corner originally, he didn't price the top because he didn't know if it was just because it wasn't latched in or not.  There was no way of knowing this until the mechanism was repaired and the top latched in place.  In an effort to try to offer a goodwill gesture to the customer, I offered to replace the canvas top for her for the amount of $963.24 which would have cost her $1708.00.  She accepted this offer and we replaced the canvas top and washed and vacuumed the vehicle for her. While I am sorry for the parts delay, I feel we have done everything we possibly could have done to help the customer with her top on her vehicle.

To whom it may concern,She correct in most of the complaint she has.  With the following exections.  The engine was running poorly when it was brought in for service, she was aware of this as "she" have mentioned replacing some, but not all of the ignition coils.  Regarding...

the over heating issue, we found exhaust gas in the cooling via a block test and "we" found the head gasket failure on the 2nd visit for the overheating issue.  In the end we reimburst her boss the total amount of the repairs as he paid the bill for her.  Everyone, this customer and her employer are whole with no monies spent by either party. Regards,

I have used Blackwell Automotive for years. I feel I can totally trust them. They are not out to BS or scam anyone. Quality Repairs. Reasonable Prices. No Problems. Friendly Staff!

Do not hesitate to use Blackwell Automotive!

Review: We purchased a 2015 dodge journey new a year ago. The tires are completely worn an bald beyond repair with less than half the mileage life on them. They are 60,000 mile tires with only 28,000 miles on them. Blackwell will not replace, prorate,or help us in any way. So either we were sold a new car with used tires or defective ones. We tried several times to resolve issue but all we were told was we would just have to buy moreDesired Settlement: Replacement of defective tires

Business

Response:

Mr. [redacted] brought his 2015 Dodge Journey in for service including a request for us to check his right front tire for leaks, we found the right front tire had 3 puncture holes and was unsafe to repair. We recommended the customer purchase two tires due to the match across from it being 3/32 tread life and it is recommended to replace these tires in pairs. (the other two tires were at 4/32). 2/32 is what is required for Virginia State Inspection. We did not have the tire in stock so we offered the customer a loaner vehicle at no charge to him. He declined the replacement. The customer does not have road hazard protection on the tires but he may be able to turn this into his Insurance Co. I understand his concern regarding the tires not lasting as long as he feels they should. It does vary however with Driving/road conditions, rotations every 5,000 miles, etc. The tires on a new vehicle are not warrantied by the Manufacturer of the vehicle, but rather the Tire Manufacturer which in this case is [redacted]. In the separate tire booklet in the owners manual, it says they will cover a defect in the tire as long as the rotations were performed but does not include a tread life warranty on tires on the vehicle from the factory. I called [redacted] on behalf of the customer and spoke to [redacted] in the warranty department just to verify this was correct and she verified it was. If the customer would like to purchase two or four tires from us, we are willing to allow him a loaner to drive while we do this repair. Also, he may contact [redacted] directly to verify this information at [redacted]If I can answer any questions or help further, please contact me. [redacted]

Review: Yes I was told by a sales representative that I would be put into a vehicle I told the representative that my credit was bad she told me there was no problem that I would get into a vehicle for the price that was shown on TV 159 a month six dollars done then she stated that they was given a wait and pay it she told me to register at the front desk and that I would be entered into the contest she said I would be driving away in a car today and hopefully I would win the app it todayeverything she told me was misleading she told me that they had over 40 lenders and that it will be guaranteed that I would get into the vehicleOne of the places only had 20Desired Settlement: Yes I would like for them to replace the gas and time that it took for me and my son to travel down there and for them to up hold what they told me on the phone and not to mislead people not just to meet a certain quota to get so many people into the business

Business

Response:

Mr. [redacted] arrived last night and after he signed permission to pull his credit we determined that he did not qualify for purchasing a car with a $6 down payment nor did he qualify for the $159 lease that was advertised. My manager, [redacted] came over to explain that he did not qualify but he would qualify for our guaranteed acceptance program with a down payment or trade equity. His Advisor [redacted] started to get his trade information in to our system and Mr. [redacted] then decided he did not want us to do anything and he left the dealership. Our customer relations call center does not have access to credit information and can only tell customers what could happen if they came in for a visit. If Mr. [redacted] would have been patient we had an approval on a car for him. Instead he chose to leave without receiving this offer. I have a Sheetz Gas card that I'm willing to give him to make up for the misunderstanding and what he feels was a wasted visit. Torrey Blackwell

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: Was driving down 58 in danville va when suddenly the car made a shotgun sound running 60mph and metal and smoke went all over the place. car made a loud grinding noise and revved up. I pulled off the side of the road to which I was followed by a trail of fluid and car would not shut off. A fellow at the [redacted] dealership came running outside to see what was going on smoke coming from under rear end of car. and told me to pop the hood after I told him the car would not shut down we pulled fuses till finally car cut off. Got in touch with Chrysler road side assistance and they had car towed literally right across the street 8-13-16 received a phone call today from Blackwell Dodge and they told me the car was not going to be covered under warranty and said it was abuse the car is a 2016 Dodge Charger rt with 7406 miles on it and was also told my warranty was no longer there they suspended my warranty now I have a brand new car with a bad rear end and a bill for $2100 in parts and $540 in labor they want me to pay out of pocket. I have even purchased extended warranty on this car at the time of purchase. Was also made pay 95 dollars to get my car back for a diagnosisDesired Settlement: Just wish to have car fixed or replaced I dont feel safe with the car already causing the problems it is giving me and the treatment I am getting from the dealership on a brand new car.

Business

Response:

This vehicle was brought to our dealership with the complaint of the rear end came apart while driving down the road. On inspection, we found the rear end housing cracked down one side. We contacted FCA since there was physical damage to the case to see if we could warranty this. They requested downloaded information from the Powertrain Control Module and pictures of the rear of the vehicle including the rear wheel wells. After all information was sent, it was determined by the Technical Advisor at FCA that this was abuse and not a warrantable condition. There were chunks of rubber tire material in the wheel well and underneath the rear of the vehicle and the PCM included information that would indicate the vehicle had been in a burnout situation most likely where one tire hit dry pavement and caught cracking the case. Since this incident we have had several calls to the dealership indicating they saw a video of the vehicle doing a burnout. We as a dealership did not make the decision to decline warranty, as it is not ours to make. The vehicle was purchased from another Dealership and the warranty is with Fiat Chrysler Automobiles and not Blackwell Automotive. At this time FCA has made the decision not to warranty the case due to abuse. IF the customer repairs the damage with Chrysler new parts, they stated they would review for reinstatement. One picture is attached showing the tire material.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This desicison was based on an employee that y'all have at the dealership. if there's videos showing that the car was in a burnout id like to see them. And if the tire had caught pavement from a burnout why is there rearend fluid down the highway? If the black box so to speak can read the car you should clearly be able to tell the car was running 60 miles an hr when the rearend came apart. I have also spoke with FCA and Blackwell is providing false information I was told by district manager the warranty was voided on the car no matter even if I paid to have the rearend fixed. Which shouldn't be my problem but the rearend is being fixed now. So if this is true I will go to kernersville dodge for inspection. Blackwell will no longer service nothing I own. Due to dishonesty and sorry employees.

Regards,

Review: My car was having problems overheating. Where I worked, my boss and co-owner of the company told me to take my car to his mechanic Blackwell Automotive. He said I would get a special discount price and he guaranteed my car would be fixed. He said the owner was a good friend of his. So my car was taken there on a Friday morning. They ran a compression test on the engine to make sure it was worth working on and it came up okay. That evening I was told it was fixed so I picked it up. Fee 1,100.00 It was running worse. I took it to [redacted] and ran a computer scan that said number one plug was fouled.I waited till Monday at work to tell my boss it was worse. He said to take it back. So I took it back to the mechanic. The next day my boss told me the mechanic now says the head gasket is bad. My boss explained now it would be an additional 2,200.00 to fix. He said it is a desirable car but if fixed it still wouldn't be worth much. He suggested I go buy something else. I told him I had to think it over. I knew the head gasket was not bad so the next morning without telling anyone I picked up my car. The owner was shocked to see me. And while I was leaving he ran up and asked for first dibs on the car. That day at work my boss approached me and said he had checked into my type of car and said with the head gasket bad I could only get 1,200.00 at auction and that again I should dump it and go buy a cheap dependable car. I informed him I had picked my car up and was taking it for another opinion. He also seemed shocked. My boss came back later in the day and said Blackwell was going to only change me for the radiator they put in. The next day I went to the hospital thinking I was having a heart attack.Stress! When I went back to work my supervisor fired me. I took my car to [redacted]. They said the head gasket was fine and I only had two bad plugs and there was a gum substance on the overflow cap that kept it from sealing tight. [redacted] showed me the old parts. Blackwell did not.Desired Settlement: I think they should be investigated and put away for fraud.

Business

Response:

To whom it may concern,She correct in most of the complaint she has. With the following exections. The engine was running poorly when it was brought in for service, she was aware of this as "she" have mentioned replacing some, but not all of the ignition coils. Regarding the over heating issue, we found exhaust gas in the cooling via a block test and "we" found the head gasket failure on the 2nd visit for the overheating issue. In the end we reimburst her boss the total amount of the repairs as he paid the bill for her. Everyone, this customer and her employer are whole with no monies spent by either party. Regards,

Review: I went to buy a car at this car lot. They said that my credit was not good enough and that I needed a co-signer to sign the contract with me. So my niece signed the contract with me. We went under the program called the Credit Acceptance Corp. They had put an extended warranty on the vehicle I was approved for a 2006 Scion TC and they put me in that and got me to sign all the necessary papers for it. At that time they said that there would be an extended warranty put on the car and that some things would be covered where as other things would not be. And that if I had to have something done to come to their place and they would check it out to see if what was wrong was in fact covered by the warranty. I have been down there to their facility and they have attempted to check it out and have found that it is covered by the warranty. They are not willing to repair the vehicle or put me in something else. I have called down there on several different occasions to see about them fixing this vehicle and they still have not come up with fixing it as of yet. I have made several attempts to call them where as the check engine light has been on ever since the 2nd week I have had this car.Desired Settlement: I am wanting this company to replace this vehicle with another one since they had put me in a lemon and did not explain that it was gonna break down. They have a 12 months or 24,000 miles warranty. I had called the car lot this evening and they had once said that they had a 2010 Scion TC.....

Business

Response:

This is in response to the ID above and customer name [redacted]. We performed a used car inspection on the mentioned vehicle on February 6, 2013 as well as the normal maintenance needed. The vehicle was in good running condition and did not have a check engine light on at the time sold. Several months after the purchase someone did bring this vehicle to our Service Department to make an appointment to have this Scion checked for a check engine light concern. We explained to her that we would not know if the repair would be covered by their contract until we checked and found what part was defective causing the check engine light to come on. If the repair is covered by the contract, then the customer will just pay the amount of their deductible, if not there would be a diagnostic charge of $90 and then of course the amount for repairing if authorized. The customer advised our service department they did not want to have the vehicle checked if there was a possibility of a charge. Later, the customer called in and was advised of the same. When we attempted to schedule an appointment, she refused saying she didn't have the money to have it checked right now if it wasn't covered. The service department is willing to schedule an appointment to have the vehicle checked and repaired under the terms of the service contract if covered, if not, there will be a diagnostic fee for the time the technician spends checking and diagnosing the concern. As with any used vehicle sold, we do our best to check them completely and perform needed repairs, however we can't foresee what will happen with the vehicle in the future. Please contact me and advise if they would like to schedule an appointment to have the vehicle diagnosed. Thank you, [redacted]Service Manager

Review: I brought my Jeep into Blackwell Motors in Danville VA on the second week of July due to a problem with the sky slider not closing properly. We had taken it to two different repair shops the same day who indicated that we needed to take it to a dealer for repair. The two repair shops did not attempt to fix the car; they looked at it and sent us on our way.

When the dealership looked at the problem, they indicated that they would have to replace the mechanics of the slider, they would have to look for the parts and see what they needed to order and would call us with a quote. When we got the car home, there were greasy black fingerprints all over the inside of the car. We called to them know this which they also deny.

Towards the end of the third week of July we had not heard from the dealership and so I called to find out about the parts. A parts technician told me that they had determined that they would need to order parts at about 1400.00 and labor would be around 1100.00. He made a point of telling me that parts did not include a new canvas for the roof, that he canvas was in good shape and did not need replacement. He requested my credit card number and said that he would order the parts and would let me know when they came in. The next week I had not heard from him and called him again and he transferred me to a man in service who told me that they had ordered the wrong parts and had to order them again and he would call when they came in. He called about a week later to tell me that there would be another part that they did not know they needed and that would be about another $300.00. He again requested my credit card and said that he would order that part.

August 11th I called him and asked if he had found the parts and he indicated that they had had the parts since July 30th. No one had bothered to call me to let me know that I could schedule the service for my car. I scheduled my car for service on August 18th. It was now a month plus since I originally brought my car in for service and water got into my car every time it rained and it rained a lot in those few weeks.

I dropped my car off on August 15th and left it for repair. We live about an hour away. My husband is a school teacher and I am a mental health counselor and getting away from work is difficult during the day. So we left it over the weekend for repairs to start on the following Monday.

On Thursday I got a message from my husband ( they didn’t call me during the repair process, they contacted my husband even though it is my car, and I was paying for it) to contact the dealership.

At that time the service technician indicated that the right rear corner of the canvas top was bent and what did I want to do about it? This was news to me. It wasn’t bent when I brought it in, it wouldn’t close, but it wasn’t bent, even his own technician failed to report that it was bent to me. I asked him his opinion and he said that it shouldn’t be a problem unless wind blew rain into the car. I told him I needed to see it to know what I wanted to do.

When I went in to pick up my car and see the issue with the bent right corner, what I saw was a bent corner that left the top open, and the canvas still didn’t close all the way due to the bent corner, this was their fix at a cost of approximately $2600.00. I told the customer service person on duty that I needed to speak to the service technician. He was not there that day. But she called him on his cell phone and my husband spoke to him in regards to the bent top corner. The service technician could offer no explanation that day for the bend in the canvas other than it was like that when I brought it in, which conflicts with the original assessment of the canvas by his own employee who told me that it was in good shape and would not need replacement. The cost of the canvas replacement was well over 1000.00.

I would like to add that I attempted that day pay for the car repairs and they gave me a bill that included the parts which they had already taken my credit card information for nearly a month ago. So I had to call my credit card company to see if they charged me because the dealer ship didn’t know if I had been charged (seriously?). It turned out that they had taken my credit card information twice and never charged my card for the parts and the cashier told me that they usually didn't do that with credit card information. My confidence level in their ability to repair my car was damaged as well as my confidence in their customer service as well as their ability to communicate with each other.

Mind you I am now into this repair for a $2600.00 cost with no apology for the delay, no apology for the lack of communication regarding the parts arriving on July 30th with no phone call, no attempt to contact me to talk about the problem of the bent top that was not like that when I brought it in.

I didn’t take the car home that day and I didn’t pay for the repairs. The service technician spoke to us that Saturday and said that he couldn’t do anything about it until Monday. Monday arrived and I didn’t hear from anyone. They called my husband again, who asked for the service manager to contact me. I did not hear from her. On Monday night August the 25th I called the service department and left a voicemail for the service manager who did not call me the next day either. So I wrote a letter to Jeep and the dealership via email to express my displeasure. The next day I finally heard from the service manager via email.

The sales manager exchanged no less than 13 emails with me where she tried to explain the bend in the roof, that apparently service technician who did the repair could not do the previous week and when I pointed that out she got increasingly irritated at me. It felt like an explanation that they came up with after the fact. If this was a possibility that the canvas may not function properly after the initial repair, they should have informed me of that when they gave me the original assessment of the repairs so I could have made an informed decision. Had I known that it was going to be such a costly repair I may have chosen not to repair it at all!

The service manager did offer to sell me the canvas at cost and not charge me for the labor which was around $972.00. When I told her that I thought the damage to the canvas was done during the repair, and I didn’t think I should be charged for it at all, she unloaded on me and basically suggested that I had insulted her integrity. I can honestly tell you that on a teacher's and mental health counselor's salary the insult of an additional $972.00 on an already significantly expensive repair is insult enough for all of us.

I did go forward with the repair, because I have to fix my car in order to keep the rain out of it. But I have yet to receive an apology from them or hear directly from the General Manager who has been copied on all my emails. They have now had my car since August the 15th and I have been two weeks without a vehicle.

I still believe that they damaged the canvas during the repair of the car.

I am picking it up today and I am told that with all the new repairs it functions wonderfully. Well don't you think that it should?Desired Settlement: I would like to be reimbursed for the cost of the canvas as well as an apology for the inconvenience caused by their poor customer service.

Business

Response:

This vehicle was brought to our Service Department on July 14, 2014 because the sky slider was broken and would not operate - the customer explained to us the vehicle had been at other shops and had been checked and they believed the "worm gear" was broken but that "no one else had been able to fix the problem". The technician was able to reinstall a pin in place on the right side from the outside of the vehicle but explained the top would need additional parts to be repaired. He noticed at this time looking from the outside into the inside that there was grease all inside the trim ring around the headliner. He did not have any reason to enter the inside of the vehicle since we did not have the parts to repair the slider. It did take the parts department some time to locate and receive all of the parts needed for the repair due to this not being a commonly replaced part. When the vehicle came in for the appointment to have the parts installed that were broken, the technician drove the vehicle into the building and asked the service manager to come and take pictures of all of the grease that was inside the vehicle on the headliner before he removed it. I did this and do have pictures depicting the grease before our repair. Once the top mechanism was repaired and the canvas portion of the top was latched into place (which has previously just been laying on the roof on that side due to the broken parts in the frame), it could be seen that there was a bow in the very same area where the top had broken. Our Service Advisor called the number the customer had given us to advise them that the mechanism was sliding properly now but that the frame in the top was still bent in the right rear corner where the damage had occurred to the track. The customer stated that he would speak to his wife and decide whether to replace the top or not. We also had our clean up department clean the headliner while it was out at no charge to the customer. When the customer contacted us by email, I advised them of having the pictures of the grease and how the top was bent by the mechanism even though the advisor saw it bent up on the corner originally, he didn't price the top because he didn't know if it was just because it wasn't latched in or not. There was no way of knowing this until the mechanism was repaired and the top latched in place. In an effort to try to offer a goodwill gesture to the customer, I offered to replace the canvas top for her for the amount of $963.24 which would have cost her $1708.00. She accepted this offer and we replaced the canvas top and washed and vacuumed the vehicle for her. While I am sorry for the parts delay, I feel we have done everything we possibly could have done to help the customer with her top on her vehicle.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There are quite a few inconsistencies with the response from the business. The top was priced out for me in the initial quote at 1700.00. I was told that I would not need to replace it by the parts department it was in good shape. There was no delay in getting the parts, I fully understood and was informed that they would be difficult to find. There was a delay in the dealer contacting me to tell me that they were in. The parts came in on 07/30/14. I called the dealer on 08/11/14 to find that the parts had been there for almost two weeks.

I brought my car in on the 15th, the repairs where scheduled to begin on the 18th.

When I was contacted by the service department initially about the bend in the canvas top, they couldn't tell me why it was bent, only that it came in that way and that they had seen it when I brought the car in. They didn't tell me that the canvas was damaged. Had I known the full price of the repair, I may have made a different choice in the repairs, such as not getting it repaired.

I would think that if the canvas was as they say it was, damaged when I brought it in, and they didn't know what the outcome of the repair might be, and that the canvas top might need to be replaced, they should have indicated that in the initial assessment of the vehicle. Let me just say again, I was never told that the canvas was bent, damaged or unable to be put back on the car at any time in the initial assessment of the car. I was told that it was in good shape and did not need to be replaced.

When I brought my vehicle in the top did open and close, it would not close all the way. Also I originally called the service manager on 08/25/14 and left her voice mail and she did not return my call. I was not contacted by her until I sent an email to the general manager and the customer service at Chrysler and then she emailed me because she was requested to investigate the issues by her general manager.

I have yet to receive an apology from the dealership. I was not given all the information to make an informed choice about the repairs to my car. Either the canvas was damaged in the repair or they failed to tell me about the damage of the canvas when it was initially assessed. I should have been informed of all the possible outcomes of the repair so I could have made an informed decision.

Regards,

Review: On Monday July 9th 2015 I received a letter for Blackwell Automotive stating that I owed them $103.34 some 4 months after I bought my truck. I bought a 2015 Ram 2500HD truck from Blackwell on March 9th 2015 with a total balance due of $61949.50 after rebates and figuring in for my traded. I traded a 2014 Chevrolet 1500 Z71 and when I went in the dealership they asked me what my payoff was. I cant remember exactly how we got the pay off on my truck but we came up with a payoff that day of $37045.00 and 8 days latter the payoff was $103.34 more than what was agreed too.

4 months latter I got a bill from Blackwell telling me I owed them the difference. I went to the dealership today and after dispute I payed the $103.34Desired Settlement: I feel this is deceptive business at best. this Company failed to to get the proper payoff for my truck and waited 4 months to let me know. if they would have let me know in a day or two I would have worked with them and not thought much of it but for them to wait 4 months to let me know is just bad business .

Business

Response:

When someone trades vehicles, if the lienholder on a trade vehicle is not available, the payoff has to be estimated.Most of the time we go by what the customer tells us. Sometimes when we contact a lienholder the computersmay be down, or they may be behind on posting, but we always record the information that we received fromeither the customer or the lienholder on the buyers order. That amount of $37045.00 is reflected on Mr. [redacted]'sbuyers order and a copy of it is attached.The second thing that is attached is the payoff check that was sent to his lienholder. You can see on that check thatwe have two amounts listed. The first amount is the $37045 that was on the buyers order. The second amount is the$103.34 that we had to pay in addition in order to pay off his lien and get the title. You can see that the enitre checkwas sent to his lienholder for the sole purpose of paying his trade off.The third item that is attached is the payoff information sheet. You can see that the original amount noted was the$37045 that we received the day Mr. [redacted] traded. Then you can see where our title clerk noted the true payoffwhen she called to finalize the payoff and mail the check. The amount is $37148.34. That is the amount we wrotethe check for. The difference being the $103.34 that we billed Mr. [redacted].If you read the second paragraph of the payoff information sheet that Mr. [redacted] signed, it states that if the payoff is more than what we charged for then he will owe the difference. It also says that if the payoff is less, thenwe are responsible to refund any overage that we received. We do this to protect Blackwell Automotive and the customer.We do not send out statements for amounts due on liens for a couple of months just making sure that the lienholderdoes not find errors in their books and refund us extra paid. That has happened a couple of times.We did not get the title until sometime in May. There is always around a 30 day waiting period for us when we payoffunits. The next billing cycle that came around, we sent Mr. [redacted] the bill. We attached all of the same informationthat we are sending you so that he could see that we had to pay the extra money.I do not understand his complaint. We have done everything we are supposed to do. And we expect him to do the same.I would like to add that when he came into the dealership on July 10th he acted very rude. He used the "F" word when talking with Mr. Blackwell. Mr. Blackwell tried to calm him but he continued to use all types of bad language.He came to our cashier and paid the bill and then slung her pen and the credit card slip back at her. He was dropping the"F" word at her too. We feel that he owes us an apology rather than us doing something wrong to him.[redacted]Office Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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Description: AUTO DEALERS-NEW CARS

Address: 15440 N 40th St, Phoenix, Arizona, United States, 85032-4026

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