Branco Motors

Review: We are a business in Sacramento, CA. We were looking for a 2012 Scion xB and found one at Branco Motors of San Diego. We felt the price was fair and the car overall was in acceptable condition. We stated in writing and verbally that we wanted to make sure the vehicle had Satellite Radio and not just that it was Satellite ready (difference of $400+). Both sales people assured us it did have Satellite installed and just needed to be activated.We told them "this is a deal breaker if it does not have it", again they assured us it did. When we sent the driver down to pick it up and drive it back to Sacramento, we could not get the Satellite radio to work. We called the the Satellite company and Toyota (with the VIN #) and they both said it is not installed!We then called Branco Motors who basically said "tough, you got a good deal on the car". All the while they were fully aware of out intent to not buy it without it being installed. We even suggested getting an aftermarket device that would be much cheaper than the factory one we would have to order.Again they did not care and said "we are not doing anything extra on that car".Nice bait and switch, nice flat out lie from both Owner and Sales rep.These are the types that give Car Dealers a bad reputation.Desired Settlement: We would like either the $400 dollars it will cost for Toyota to install the factory Satellite as we were told was in it or for the Dealer to live up to the commitment and pay a Sacramento vendor to have it installed.We purchased a vehicle that they assured us had factory installed Satellite (we just had to activate the service). Nice scam.

Business

Response:

[redacted]

Branco Motors

6637 Convoy Court

San Diego, CA 92117

Dear Revdex.com,

Thank you for bringing this issue to my attention. It is my intention as owner of this business to protect our stellar reputation for honesty, integrity and service. Look at our pristine A+ Revdex.com Rating, our feedback on Kudzu, Yelp! and Google+. I sincerely hope that given the overwhelming evidence presented in this response that you will not dignify this baseless complaint with any mention that would in any way besmirch our good name.

I will take each factually inaccurate statement in his [redacted]’s complaint and address it in order written. The complaint is in italics:

1. “Both sales people assured us it did have Satellite installed and just needed to be activated.We told them "this is a deal breaker if it does not have it", again they assured us it did.”

Answer: [redacted] was the salesperson of record on this deal. He was responsible for 100% of the communication with the customer until after the vehicle was in Sacramento. [redacted] and I are the only two people who work with Branco Motors. I never spoke to anyone from his company about this vehicle until [redacted] referred me to him after he and [redacted] did not reach a settlement.



2. “We stated in writing and verbally that we wanted to make sure the vehicle had Satellite Radio and not just that it was Satellite ready (difference of $400+).”

Answer: We have no written record (see enclosed) that there was any extensive dialog about this. If you look at the enclosed photo, the radio has a button that says AM/FM/SAT. SAT stands for Satellite. This vehicle is satellite capable. Most customers never use it when they buy a used car.



3. “When we sent the driver down to pick it up and drive it back to Sacramento, we could not get the Satellite radio to work.”

Answer: The “Driver” [redacted] is not a ‘driver’ but he is the Operations Director of Grout Medic, a member of the company. His characterization as a ‘Driver’ is misleading and dishonest. This vehicle was purchased by the ‘Driver’ [redacted] and was put into the name of the company for which he is the Operations Manager”. This ‘Driver’ was given the responsibility to inspect the vehicle, decide whether to purchase the vehicle, execute the paperwork and pay for the vehicle when he came down. As you will see from the enclosed correspondence, [redacted] did most of the communication with [redacted]. We also at our own cost and courtesy, arranged for and picked [redacted] up at the airport at no additional charge. It is [redacted]’s signature on the legal paperwork.

4. “We told them "this is a deal breaker if it does not have it", again they assured us it did. When we sent the driver down to pick it up and drive it back to Sacramento, we could not get the Satellite radio to work.”

Answer: The ‘We’ in his assertion is the company Operations Director not [redacted] and [redacted]. There was no four way communication of any type between [redacted] and Myself as he asserts. [redacted] did not ‘Assure’ anyone nor have any in depth discussion about satellite radio. In passing he mentioned the vehicle ‘has’ Satellite Radio, which is true. (See enclosed photo)We have no written correspondence or verbal communication to the contrary. If you look at the advertisement for the vehicle (enclosed) there is no mention of Satellite Radio at all.



5. “All the while they were fully aware of out intent to not buy it without it being installed.”

Answer: Based on the preponderance of the evidence above, it is reasonable to deduce that given their lack of honesty in the above statements, and the complete lack of any physical evidence proving their assertion, that this is nothing more than an attempt to get us to pay for something that we have no responsibility to pay for. Further, When [redacted], the company operations director came to look at the car, why did he not make the simple check by pushing the SAT button and listen for the preview that plays ONLY if the satellite module is installed. By Law we have a sign posted in our office where the paperwork was executed stating "The prospective purchaser of a vehicle may, at his or her own expense and with the approval of the dealer, have the vehicle inspected by an independent third party either on or off these premises." The buyer did inspect the vehicle to his satisfaction, He even rode in the car for close to 20 miles from the airport to our lot before purchasing the vehicle and driving it away. Upon arrival at the lot, he was asked to inspect the vehicle to his satisfaction. This vehicle was not purchased sight unseen as the complainer is asserting.

6. “We even suggested getting an aftermarket device that would be much cheaper than the factory one we would have to order.Again they did not care and said "we are not doing anything extra on that car"”

Answer: [redacted] advised me that the customer was not satisfied with his refusal to pay for a satellite radio module. I suggested to [redacted] that the customer and I speak. When the customer and I spoke for the first time, I reiterated our position. [redacted] had kept me abreast of the situation. I was compassionate. While on the phone with the customer, I went on ebay.com and found a module for about $125. And suggested he purchase that and have it installed. I explained that we had no responsibility and that I was very sorry he was not satisfied with our answer. The call ended after that.

7. “Nice bait and switch, nice flat out lie from both Owner and Sales rep.These are the types that give Car Dealers a bad reputation.”

Answer: Bait and switch does not apply in any way to this transaction. It is when you offer one vehicle and then attempt to sell them a different vehicle. This is another example of his misrepresentation of the facts. He is using irrelevant inflammatory language intended to hurt our reputation. There is no evidence provided in his complaint to back up his attacks on the honesty and integrity of our dealership. Our reputation is enviable and easy to verify online. It is simply not true that we give dealers a bad name. We operate in a very honorable manner.

I cannot and will not pay for frivolous claims. The story that [redacted] put forward is dishonest and manipulates the facts.

If [redacted] or I had been negligent, I would have paid and shared my sincerest apology. This is simply not the case. I hope you agree that this complaint has no merit and will not be dignified by being recognized on your Revdex.com.com Website.

Should you disagree, Please notify me at your earliest convenience. Should you need more information, Please feel free to call or write.

Respectfully Submitted,

Owner

[redacted] Cell

[redacted]@brancomotors.com