Car Sense Incorporated

Dear *** ***-
Thank you for your feedback I wish you the best of luck in your search for a vehicle that meets your needsCarSense Management

Carsense, Inc
*** *** ***
Hatfield, PA ***
Dear ***
***,
Thank you for your interest in purchasing a vehicle at our
CarSense location in Hatfield, PA. I
want to address the concerns brought up in your ***, Dealer Rater and
Revdex.com letters.
The *** *** *** that you were interested
in is part of our Budget Transportation inventory. These vehicles are inspected with the same
mechanical inspection as our certified cars.
Our cosmetic standards are slightly lower with the Budget Transportation
vehicles in order to keep the prices down.
Budget Transportation vehicles come with a Month, 3,mile
powertrain warranty as listed in the paperwork that you signed on 4/14/
When the team heard of your concern regarding the
transmission, we had our Service Manager test drive the vehicle. He heard the high pitched noise that you
described. Although we have a shop full
of ASE Certified technicians, we decided to send the *** to the ***
dealer to have manufacturer trained technicians diagnose the concern. This is standard practice with regard to
transmissions. We don’t want to void any
remaining manufacturer warranty on the transmission. The *** dealer determined that the
high pitched noise was coming from a loose air box. The air box was fastened under the hood and
driven again. The noise was gone. The manufacturer trained technician found no
issues with the transmission. It is
operating per the manufacturer specs
The CarSense No Haggle Price for this vehicle with stated
miles is $16,949. *** Blue Book is
one of many pricing guides available to the consumer. It compares all like make, model and miles
for vehicles entered. *** Blue Book
compiles information over the last days of all vehicles, regardless of
condition. Our Budget Transportation
vehicles come with a warranty which is the best in the industry. When you look up the price on kbb.com for
Used, Dealer Purchase: ***
*** *** SE, *** Package, Navigation, Panorama Roof, Wide Tires, Black
Color, and Buy from a Dealer you get a range.
The pricing range is from Low: $13,to Fair: $15,to Suggested Retail Price: $16,to High end: $17,125.
This vehicle is in short supply within the area. Based on this fact, the CarSense price is
within the demands of the market price.
All of the tread measurements of the tires on this vehicle
are between 4/and 8/32. The CarSense
tire standard is 4/which is twice the state inspection
The CarSense business model has been in existence for
years. We have many, many extremely
happy customers who buy cars from us every day because of our no haggle format. We take pride in our business model and the
vehicles that we sell. This vehicle is
still available. We welcome you to visit
our CarSense, Hatfield location to purchase it
Thank you,
CarSense Management

I appreciate
this opportunity to address the concerns that *** *** has alerted us to and
we have since actively made efforts to resolveAt CarSense we provide our
customers with a bumper to bumper warranty on all our
certified vehicles that
will cover any issues within the first months and 6,milesThough this
warranty is a benefit to our customers that we agree to fix issues we still
must execute the warranty properly when the vehicle is here for service***
*** does raise several good points and examples of us coming up shortWe
should have done a better job in identifying the issue right away and fixing
itWe have learned from these mistakes and take all of our customers concerns
seriously and look for ways to not repeat themWhen I was first alerted to these
issues I reached out to *** *** and apologizedFrom there we picked up her
car and provided her with free transportation so she would no longer be
inconveniencedWe then worked with a local *** dealership to have the issue
fixed and brought the vehicle back to our store to re check over the entire
vehicle to make sure it is in good running conditionAfter that we held it for
days and checked the issues multiple times under different conditions to
insure the sound did not arise againAfter we were as confident that we could
be that the vehicle had been fixed we washed her vehicle, provided her with gas
and returned it to her where she told our manager on duty she was pleased
Moving forward we are still looking to protect *** *** if any other issues
should ariseThe vehicle that *** *** purchased still has our both the
CarSense and *** factory warranty as well as our additional guarantee on
service work done covering that specific repair for a year and 12,milesSince
we have returned the vehicle to *** *** I have reached out times to make
sure she is pleased and all is well with the vehicle*** *** has not
returned any of my calls so I believe that this issue has been resolvedIf any
further issues should arise I would be glad to assist
Thanks,
Tim W***

It is of upmost importance to CarSense that *** *** is happy and satisfied with her purchase*** *** has visited the store at least three times since taking delivery of her *** and has spoken with one of our Finance Managers and our General Sales Manager in reference to the loan payoff and
warranty cancellationsThe cancellations have been processed and will be applied to the loan with Huntingon bankIn the Desired Outcome/Settlement section, *** *** states that she is prepared to pay off the amount that she owes CarSenseShe does not owe us anythingShe wrote a down payment check that we received at time of delivery and she financed the balance with *** Bank If *** *** wishes to pay off the loan, that pay off would be made to *** bankIf *** *** would like to come in again, I would be more than happy to sit with her along with one of my Finance managers and we can go over everything in detailRespectfully
Joseph M***
GM, CarSense
Chester Springs, Pa

I bought a car from you last year and I have been having problems with it since. It has been serviced several times and the check engine light is back on. I cannot afford to have a vehicle for my wife that keeps breaking down. I asked Carsense to buy it and the loan back and let me purchase something else and I was told there is nothing they are willing to do with me.

I now have to trade it in and buy another and still pay the remainder of the loan from the lemon. Thanks a Lot Carsense.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory to me conditional upon Car Sense making good on their claim to reimburse me for the costs of repairing or replacing the malfunctioning key fab. 
Regards,
[redacted]

We at carsense  acknowledge that there was a problem with the customers seat, we could never seem to duplicate the issue. every time he brought the vehicle in he would tell us that the seat blew a fuse bust since he replaced the fuse on his own  when we examined...

it  the seat worked fine while it was here
The next thing we did after 4 visits here at carsense   was to send the vehicle to a local [redacted] dealer since they are [redacted] experts.  On the first visit to Medford[redacted]   6-26-14  they state  like carsense that they could not duplicate the problem either.    The vehicle went back to Medford again on 7-22-14 and this time Medford [redacted]   repaired or replaced the drivers side seat track and carsense paid for this repair  almost a year ago next month.       The vehicle we sold the customer  was a 2010 mustang that came with a carsense  6month  6000 mile warranty. the date of sale was  12-23-13   .   Since Medford replaced the seat track,  the customer visited carsense   on 11-24-14  for an oil change  almost 4 months after the repair at Medford[redacted]  and no mention of  the seat still being a problem was mentioned     Another 4 months went by and the customer  visited carsense again for another oil change on 3-20-15 and again no mention of any seat problems. 
As of today 6-10-15  we have spoke with the customer and in the carsense spirit of goodwill  we have  agreed to assist with this issue one last time  since any and all warranty's  on his vehicle have since expired  
If you have any further questions please don't hesitate to contact
James B[redacted]  Gm  [redacted]   OR   Stu s[redacted]  at [redacted]
Ps   I have attached copies of all the repair orders in chronological order

I visited CarSense locations in Pennsylvania in the past and purchase two vehicles over the years. My credit union has a vehicle purchase program, which CarSense is enrolled, therefore after receiving pre-approval I began shopping the CarSense website as I have in the past. I scheduled an appointment with a salesman in Mount Holly NJ to see a vehicle, upon meeting him, I explained that I'm in the program and have a pre-approval with my credit union. After listening to the unscrupulous salesman state things like - Kelly Blue Book doesn't sell cars, so there values don't matter and state, despite the value of my trade, they use a formula based on the price vehicles like mine will sell for at auction and he not be able to produce data on those prices I went with the deal.
The salesperson began asking for personal information, my wife and I stopped him stating that these are questions asked when running credit, the salesman stated repeatedly that he needed the information to verify our identities and pull our pre-approval up from our credit union. He denied throughout that our credit was being run again. He left his desk returning minutes later with loan papers from my credit union, we agreed to the deal, signed the papers and departed the dealership. I called my credit union the next business day to find that my pre-approval was not used, CarSense took it upon themselves to run our credit twice from their dealership, with the intent on stealing the loan from my credit union and receiving fees for securing the loan.
Upon finding this out, I contacted the salesman who said sorry, as if there was an accident of some kind. This was clearly intentional and executed so smoothly that I feel it has to be business as usual at CarSense. I had the salesman cancel the loan and send the purchase agreement to my credit union as I directed him to do so when I was in the dealership. Despite being busted he continued with his lies stating that if you run credit at the same institution, it doesn't impact your credit rating. As well as that being yet another lie, the point is, he was told from the beginning that we had a pre-approval and didn't want our credit run again.
He conspired to obtain our personal information under false pretenses.
This was the third and last vehicle purchased from CarSense. The quality of the vehicles have never been an issue, but the quality and moral compass of the sales team has become one.
I felt let down by the dealership and the deceitful manner in which this deal was handled. Prior to this purchase, CarSense was at the top of my list for quality used cars and professional courtesy, but that opinion has since been tainted. When I think of the dealership now, I think of it as the place where your personal information can be obtained illegally and compromised by the sales people and the dealership.
The bold manner in which the sales person conspired to obtain our information, demonstrates to me that this is business as usual at CarSense.

[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:
If this vehicle really went through your 109 point inspection how was the problem it had missed when I was able to discover it within 2 minutes into the test drive. Your service manager told me directly you do not have technicians certified to work on cvt transmission. Not sure why he would lie to me about that but based off your response thats what your saying he did. Even with these problems your selling it based off what you describe as a "high end" valuation price even tho it had bald tires on the sides which were cracking all the way around. You claim the tires are ranked 4/32 but I highly doubt that based off of the fact that no tread existed on the edge of the tires. (the outer tread area, the very corners of the tires all had cracks all the way around them) so basically your claiming the only reason this car is priced off the "high end" pricing is because of the limited supply of this vehicle in the area. So I guess in your businesses mind that means its ok to rip off your customers. I still believe this should not be allowed. This car is not worth a 17,350 [redacted] blue book value that they claim it does. It definately should not be considered a high end value, clear proof of that is the fact that its on your budget car list. And please, I will not ever visit your business in the future. I have never had a worse experience while buying a car than what ive had at carsense. Your no haggle policy should be removed as it only supports you and does nothing to help the consumer. But I guess that is the american dream. Its truly a shame that your company decieves as many people as it does.
Regards,
[redacted]

[redacted],
Sorry to hear that...

you are having issues with your recently purchased vehicle. If taking your vehicle to a local dealer to have the key repaired is easiest for you then that is ok with us. If you could email me the repair receipt we will have a check cut and mailed to you.
The checks usually take 5-7 days  to receive.  If you have any questions please let me know. Please confirm the following contact information is correct. Thank you
[redacted] dr
Bethlehem PA, 18017
###-###-####
 
Kurt F[redacted]
Service Manager
CarSense  Hatfield
[redacted] pike
Hatfield PA 19440
###-###-####
kf[redacted]@carsense.com

The points accumulated in our ESP program never had or have any monetary value . The points were ( are ) to be applied towards services or future vehicle purchases at any CarSense location.The ESP program has been terminated, and as a goodwill gesture towards our customers, CarSense is allowing any...

accumulated points to be applied towards services or vehicle purchases, as originally designed .The voucher that [redacted] received clearly states , " This voucher can only be redeemed by one person for one transaction. No cash value . " . We are simply allowing our customers to redeem the accumulated points as originally designed, and we are treating all customers the same, regardless of proximity to a CarSense location. We believe this keeps it fair across the board for everyone.  Thank you .
Joe M[redacted]
GM, CarSense Inc., [redacted], PA

Review: On 6/10/14, I purchased a car which I had 5 days to decide whether I wanted to keep on or not. The days included Sunday even though CarSense is closed Sundays. I also purchased insurances which included warranty-$1622, premier care-$999, and gap insurance-$597 which caused me to take out a $7538.03 loan. On 7/16/14, I cancelled the $59I and $999 the loan. I questioned why it would be applied instead of subtracted the answer I received did not make sense to me. On Saturday, 7/18, I cancelled the remaining insurance $1622 and the entire loan. I told the agent I would personally pay for the remaining costs which should have amounted to 8% taxes on $21,985 plus title and tags. I was told that someone in finance was working on it and that I would have to pay the taxes on the insurances. On Monday, 7/21, I went back to CarSense and was basically told the same thing I had been told on Saturday. I would have to pay taxes on the insurances. This loans first payment is not due until 8/24/14 which is plenty of time to have this business resolved satisfactorily. I was told that it takes 4 to six weeks for the banks to receive and process the paperwork. I cancelled everything by including the loan by Saturday, 07/21/14. I have emails that confirm these dates and witnesses to confirm that I was told could cancel these insurances at anytime. The amount of time in which I informed CarSense of the cancellations was enough time for the amounts listed above to be the only price I should have to pay. I was told I was liable for the taxes on these insurances whether I cancelled or not. When I purchased the vehicle I wrote a check $20,000 but was told I could only pay $19,900 and had to write another check for this amount. There is no payment due yet nor has any money other than the down payment on the vehicle been paid.Desired Settlement: I believe that I should only be liable for the following:State taxes on the cost of the car $21,985Tags and title costsI think I should not be forced to take this loan nor should I be charged any extra fees especially, since I am prepared to pay off the amount I owe CarSense; and because I informed them in ample time for this loan to be cancelled without penalties.

Business

Response:

It is of upmost importance to CarSense that [redacted] is happy and satisfied with her purchase. [redacted] has visited the store at least three times since taking delivery of her [redacted] and has spoken with one of our Finance Managers and our General Sales Manager in reference to the loan payoff and warranty cancellations. The cancellations have been processed and will be applied to the loan with Huntingon bank. In the Desired Outcome/Settlement section, [redacted] states that she is prepared to pay off the amount that she owes CarSense. She does not owe us anything. She wrote a down payment check that we received at time of delivery and she financed the balance with [redacted] Bank . If [redacted] wishes to pay off the loan, that pay off would be made to [redacted] bank. If [redacted] would like to come in again, I would be more than happy to sit with her along with one of my Finance managers and we can go over everything in detail.

Review: I requested to cancel a policy through CarSense on July 23, 2013. I was advised my the finance manager that my documents were received and I should expect a refund within 4-6 weeks. I never received the refund. I contacted the finance manager numerous times through phone and email and was constantly assured I would receive my refund. After 12 weeks I contacted the finance manager through email and was again assured my refund was on the way. I still have not received the refund and the manager has since left the company.Desired Settlement: I believe I am due a refund from my Total Care Protection policy cancelled effective July 23, 2013.

Business

Response:

This matter has been addressed and the client is satisfied with resolution. A refund check was hand delivered to [redacted] at her residence on Thursday 12/12/13 at 7pm.

CarSense assumes the responsibility for the delay, although it was at the hands of the third party provider. Along with the refund check came a healthy apology to [redacted] for the delay and a thank you for her patience.

Review: Dear Valued Customer,

Attached is the ESP Voucher which can be redeemed at any of our five Car Sense locations!

Since I live in Delaware and eighty miles away please mail me a check instead of the voucher....Thanks, [redacted]

VIN: [redacted]Desired Settlement: Since I live in Delaware and eighty miles away please mail me a check instead of the voucher....Thanks, [redacted].

Business

Response:

The points accumulated in our ESP program never had or have any monetary value . The points were ( are ) to be applied towards services or future vehicle purchases at any CarSense location.The ESP program has been terminated, and as a goodwill gesture towards our customers, CarSense is allowing any accumulated points to be applied towards services or vehicle purchases, as originally designed .The voucher that [redacted] received clearly states , " This voucher can only be redeemed by one person for one transaction. No cash value . " . We are simply allowing our customers to redeem the accumulated points as originally designed, and we are treating all customers the same, regardless of proximity to a CarSense location. We believe this keeps it fair across the board for everyone. Thank you .

Review: I purchased my car at Car Sense in [redacted], PA in April 2011. In March 2013 my ABS light came on and they repaired it. In Sept 2013 my light went on again I took it back to them, they in return told me it was the left side tone ring broke which in April it was my right side. Then they told me my car would not pass inspection because both control arm bushing are bad and I needed a 4-wheel alignment. Total bill 722.00 which the service man said he would give me a 10 percent coupon (he had in his desk. I called my local mechanic gave him the problems and said he could fix them without charging me 100.00 Hr in labor. I took the car to him the next morning. He called and told me I DID NOT need the control arm bushings my car was fine. (I did need to get the ABS ring repaired) I left Car Sense with a bill for 101.76 that is what they charged me to tell me a false report. To charge that amount is unheard of, and to do repairs that was not needed. The service desk person also told me not to buy a Ford product they have a lot of problems with there cars. Car Sense sells tons of Fords and other makes. 3 people in our family have gotten cars at Car Sense never again.Desired Settlement: I think a small fee should be charged to look at the car and explain problem, not 96.00 plus tax. And to find out I could have walked out of there spending 722.00 for some repairs that I did not need. I think $50.00 should be returned.

Business

Response:

Our Service Director , [redacted] has been in contact with [redacted]. As a goodwill gesture, the diagnostic fee has been refunded. Per the notes on repair order #[redacted], the technician that diagnosed the anti lock brake concern noted that the front lower control arm bushings had tears in them, and a repair estimate was given to [redacted] . It was simply a recommended repair. [redacted] and [redacted] agreed to inspect the bushings at the time of [redacted]'s next oil change to confirm the recommendations of our technician.

Respectfully

GM

CarSense

Chester Springs, PA

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,