Brown Jaguar

Review: I bought a used car from Brown's Jaguar. At the time they told me the person who sold the car would be giving them a second key and they would get it to me. After a couple months I started getting late notices from the lender for the car I traded in. Turns out they never paid off the loan. I complained and after several calls they said they took care of it and they did, but leaving me with several lates on my credit report and a 50 point drop. I continued to ask for the second key and they told me that they got it but it was broken and they would be purchasing one. I also proceeded to cancel my service contract as I have no desire to deal with this dealership anymore. It has been four months and that amount has yet to be credited to my loan. I still have no second key and they refuse to answer my emails or return my calls.Desired Settlement: I would like to receive my second key and the service contract amount credited to my loan. I would also like so assistance in fixing my credit. I have contacted [redacted] and although they said that the lates would be removed it still shows that the account was past due.

Business

Response:

This letter is in reference to the automotive loan for [redacted]

[redacted] with [redacted]. [redacted] has traded his [redacted] with Brown’s

Jaguar on December 26, 2015. Due to a clerical error on the dealership part the

payoff for [redacted] vehicle was not completed until February 11th 2016. This oversight is the responsivity of Brown Jaguar and show not reflect on

[redacted] or his credit history. We at Brown’s Jaguar would appreciate any

assistance in the matter.Thank you,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I purchased a [redacted], a certified car. car was delivered to me damaged, yet th dealer refuses to fix or pay for repairs. I called the store, received a price on a a demo or dealer vechile with 7411 miles that was never sold prior or titled. I did not negotiate the phe price or terms as I excepted the deal which included my trade in. I asked very detailed questions about the condition. I asked for pictures and also that someone take a detailed look at the car and tell me everything wrong woth the car. Theonly thing mentioned was x 2 rims had some ''road rash'' or scrapped rims. The rims ended up being more than just having road rash but bent. The car was delivered to me and I called instantaniously and repoerted the problem of a horrible vibration at all speeds. I spoke with [redacted] and then owner, [redacted], 1 was not being proper and other covered it up all over a few hundred dollars on a car that cost over $60,000. They offered to pay and then renaged as they clain I did not want anymore help. This is not accurate as I wanted more assistance. The car wass taken to 2 other [redacted] dealers and was fixed properly. The cliamed they are perfect, no chance anything is wrong or could have gone wrong in delivering the vechile which was driven to me by them. I did have new front brakes, 2 bent rims repaired, all 4 wheels needed to be re-alinnded and an adjustment to the exhaust. All of this in the 1st weeks of ownership. Their attitude was one of superiority and arrogance and never teried to do the right thing and resolve. They defended themselves to the bitter end that they are wonderful, flawless and never make mistakes. Again all of this over a few hndred dollars. Shame on them for terrible customer serviceDesired Settlement: A $1000.00 payment for compnsation for my time, energy and missed work. I needed 3 trips to the dealer to resolve

Business

Response:

Brown’s Jaguar

August 29, 2014

Revdex.com

720 Moorefield Park

Richmond, Virginia 23236

SUBJECT: [redacted] Complaint

Dear [redacted],

I am responding to a complaint recently filed with your office. We are glad to have [redacted] as a customer and feel as though we have addressed his concerns. [redacted] contacted me about the wheel issue and I immediately gave him information on who repaired them for us. I also told home I would pay $100 towards the repair. I felt this was fair since to fix a bent and scuffed rim in Richmond it is $75 per wheel. This should have cost him/me $150. I cannot control what another dealer charged him.

The reason I agreed to $100 as a goodwill getsure was because the [redacted] he traded with us had a cracked rim which I had to have welded. This cost me around $300, I think. I can provide a reciept if needed. I did not ask [redacted] for anything concerning this repair.

The brakes he had replaced were done so under warranty at no charge to him. I am not sure what the issue was but the manufacturer did cover the repair. The brakes themselves were pretty close to brand new when the vehicle left my dealership. I have the inspection sheets if needed.

I appreciate [redacted] offering to remove the poor reviews he has posted online about my store if I was to pay him additional money but I feel as though what I have already done is fair and I will have to pass on his offer.

If you need additional information, or I can provide any assistance, do not hesitate to contact me at [redacted].

Sincerely,

[redacted], IV

General Manager

Consumer

Response:

I have reviewed the 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.

[redacted] has completely miised the real problem, poor customer service and arrogance. It was never the money. From day one I have expressed this freeling. You buy an expensive 2014 car (did not negotieate the price as I paid the asking price) being a [redacted] and you expect a certain level of service. [redacted] and his dealership failed on this point and continues to be acting llike he never had a bad delivery or never made an honest mistake. Just the opposite, he acts like and communicates he did a good job in his opinion. For the small amount of $ that was needed to correct the problem or the time to try to help me is all that was needed. They did neither, they could have spent a few hundred dollars and problem would have gone away. I contacted [redacted] and I beleive they have a very different opinion then [redacted] and Browns Jaguar. I was told they were being written up and it would be discussed by corporate withe people at Brown's. [redacted] promptly repaid the $250 [redacted] for the rims to be repaired as this was refused by [redacted].

For the record, within minutes of getting my car delivered to me (driven, not flatbedded) I called and e-mailed delaership of my concern of the car virbrating at all speeds, most uncomortable. With in days the cars was taken to another [redacted] dealership and they had a muchdifferent opinion than [redacted]. All 4 tires pressures were between [redacted] Within a few weeks of getting the car I had and exhaust adjustment done, 2 bent rims repaired, all 4 wheels re aligned, complete new brake's and rotars on all 4 wheels (oroginally 2 done then the other 2). All of this on a Certified Pre Own that goes thru a 150 point inspection, or suppose to be inspected. Myself and [redacted] have reviewed this 150 point inspection and clearly they have not done their job as at least 4-5 items or more were incoreect or not up to CPO standards. [redacted] and [redacted], from my 1st call had attitude and it was appearant they did not want to get involved. They offered assisatance in finding repair comapnies for the rims and etc.. But the never followed thru on any gesture. It took 3 weeks to get my sales tax and registration docs to FLorida. This was after my phone calls expressing concerns over the time it was taken. I sopke to the dealership myself and the 1st 10 days or longer they were just in a wait mode or too busy. When the sales tax was sent to FLorida, they sent the wrong amount other than was collected and needed to send another $900 or so overnigth. It is hard to beleive someone could be so clouded in his opinion or views inlight of all of the documentation of repairs that were done at other [redacted] delaership. In leiu of the time spent on this I did ask for compensation and of course that was refused by [redacted] with another opinion of no wrong doing and his expression of how wonderful they are and what they did for me. What they did for me was $100 in a check that also was delayed weeks in sending as it takes time to process a check.

Thanks for your time in reviewing this, it apperas Browns Jaguar has a very different opionion of customer service on a $60,000 plus car

Regards,