Initial Business Response /* (1000, 8, 2015/05/08) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@napletonmail.com
We apologize for any inconvenience caused to Mr ***His payoff has been made as agreed and any overage generated by our overpayment will
be refunded directly to Mr*** from his previous lenderThanks
Complaint: [redacted]
I am rejecting this response because: I have the paper work stating "we owe" a second key for the vehicle. I will gladly bring it again to the dealership to show you. I was told a while ago by your used car sales manager that the agreement you made with me will not be valid because the salesman no longer works for the business. It's no longer a problem because I steered away many customers from the business due to your lack of honesty and commitment to the customer.
Sincerely,
[redacted]
In response, If the Customer has the required proof of we owe I'll gladly offer him a replacement key at no cost as well as a 15% discount on his next service visit should he choose to come back. kw
Customer: [redacted] The customer's concern was regarding pricing on a vehicle he was interested in purchasing. The customer was given a range of net cash differences and there was a miscommunication regarding fair trade value. In response to the concern, I'm happy to...
offer any of our certified pre owned vehicle to be purchased at the advertised price. As well as offer a $250 trade certificate in addition to current trade value based on condition at the time of purchase. Best, ** [redacted] General Sales Manager Napleton's Schaumburg Buick-GMC [redacted]
Revdex.comunfortunately this vehicle was sold to another party while in the process of attempting to secure financingwhile we cannot duplicate the exact vehicle we are amenable to finding the right car from our 5 store inventoryin addition we will off a $500 credit toward the purchase for the...
inconveniencethe consumer can deal directly with [redacted] at k[redacted]@napletonmail.com or 847 [redacted]thanks[redacted]
Initial Business Response /* (1000, 5, 2015/03/20) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@napletonmail.com
Ms. [redacted] responded to an online advertisement for our 2005 Volvo CX90 and customer visited our store on wednesday XX-XX-XX and was...
offered the opportunity to purchase our 2005 Volvo XC90 at that time, several times. It was also explained to Ms [redacted] that without any payment or contract that the vehicle would still be offered for sale. Customer declined to purchase, leave a deposit, sign a contract, or in any other way try to finish their deal on wednesday 03-12-15. Ms [redacted] did request we provide them with a complete purchase order so they could explore their own finance arrangements, which dealership complied with. Over the next two days, customer was in contact with their salesperson [redacted] expressing interest in purchase our 2005 Volvo XC90, even requesting additional documentation be faxed to their own lender, which we fully complied with. On saturday 03-14-15, a different customer responded to the same online advertisement and chose to purchase the 2005 volvo XC90 sight unseen. Since our dealership did not have any payment or contract of any kind with Ms. [redacted], we sold it to the customer on saturday 03-14-15. As to the mechanical condition of the 2005 Volvo XC90, absolutely no representations were made of any kind, vehicle was disclosed as being sold in 'as-is and shown' condition, and free carfax reports were not only made available at time of purchase, but freely available for public viewing on our dealership website as well as numerous other websites such as cars.com. Ms. [redacted] certainly had ample information to make an informed decision, and dealership specifically refutes to allegation that our business is 'untrustworthy' in any way at all.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a completely inaccurate response and a down right lie. It was NOT explained to us that the vehicle was still available for sale, even when it was sent off for repair due to US requesting it as part of the sale and agreement. At no point in this transaction were we told that we didn't sign a contract. We sat down to purchase the car and assumed the salesman would present us with the proper paperwork. We honestly have no idea what their used car contract is then? There was no need to "explore" our financing arrangements, all we needed to do was fax our contract with the sale amount to our bank, so that we could issue a check to the dealer. The dent repair was in our purchase agreement, to be fixed before pick up. Why would a dealer go ahead and have the dent fixed if they wernt selling the car to us? Over the next few days we were not in contact "expressing interest" still, we were in contact checking on the status of the repair and getting info our banker needed to issue the check. Our own banker even spoke with them. Our bank agreed that the paperwork we signed with the dealer was the paperwork that they always receive from customers/dealers in IL, when purchasing a car. It was embarrassing and very time consuming going back to our bank to have our entire loan cancelled because of this. We are not the only ones who are baffled by this transaction. The dealer totally disregarded the hassle on our end because of their bad business practices. This ordeal actually cost us money because we had to pay on the interest that occurred from the time the check was issued, until it was cancelled.
To top this situation off, after speaking with the general manager finally, and being told by himself that we could look at another used car on the lot and he would personally work with us and come to a deal for all of our hassle. As I stated before, I left 3 days worth of voicemails on his direct number, letting him know we were interested in another car they had. To this day, NEVER heard back from him. So again, more lies. We assume the offer by him was just a lie so he didn't have to deal with us that day. Nothing was even said about it in his response to our complaint. Looking back, this dealer should of been red flagged after the first 10 minutes of meeting with our salesman while looking at the car and he literally almost picked a fight with us saying that "all used cars have dents and scratches, you need to not have such high standards." NO, I'm sorry but that is a lie. Completely unprofessional. When we're spending thousands of our hard earned money on a car, we have a right to want a decent car and not be harassed over our "standards".
I only wish we had seen this dealers C- Revdex.com rating ahead of time. Based on reviews from others that have attempted to deal with them, we are not the only ones upset with their business practices. There seems to be a trend over the same issues, so now we know it's not just us.
I will therefore standby with my original comment of being untrustworthy. Even though this situation occurred, we are incredibly happy we did not give this dealer any of our money. No customer deserves to be treated this way. We are completely happy with the dealer we ended up choosing after [redacted]'s and now have an amazing new car.
Final Business Response /* (4000, 11, 2015/04/20) */
We expressed our regret over the situation to the customer numerous times, but the facts are corroborated by three separate dealership employees that the customer was offered the opportunity to purchase the car during their initial visit and were encouraged to take delivery of the vehicle. The customer declined on the basis of obtaining their own financing. The customer did not leave any deposit of any kind, no money changed hands, and the vehicle was NOT secured by any finance contract. Further, it was explained during the customers first visit that without any deposit or finance contract, the vehicle was still available for sale. We regret that another customer purchased the vehicle before Ms [redacted] could return to complete their purchase, and have apologized several times.
Regarding the offer to help find another vehicle, the customer expressed to us that she would not be interested in pursuing a purchase with our organization so we did not pursue the matter ourselves.
Initial Business Response /* (1000, 6, 2015/09/03) */
Contact Name and Title: [redacted] Sales Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@napletonmail.com
GAP refund has been processed by GAp company and will be applied to customers auto loan
Initial Consumer Rebuttal /* (3000,...
8, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this response because I was already told that it has been processed, however the loan was paid off in July. On 7/31, I was verbally told by [redacted] that if the loan was paid off then I have to have a faxed confirmation letter sent to the dealership, which I did twice. Also that the dealership would send me the refund amount. This is the first response I have had since 7/31. These people are not honest in there practices. This is what I was told I have dates and times of my conversation. There is nothing hidden about my practices.
Final Business Response /* (4000, 10, 2015/09/05) */
Contact Name and Title: [redacted], Sales Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@napletonmail.com
It is not fair nor accurate to say our staff is not honest in our business practices, Mr [redacted] willingly purchased his GAP insurance and then chose to close his loan account early. Our dealership does not underwrite to GAP policy, we processed his cancellation for him as a courtesy even though it is HIS responsibility to do so with the GAP company. His refund was delayed since Mr. [redacted] did not provide his cancellation in writing at the time of his original request. I have personally communicated to Mr. [redacted] that a check for $807.44 was mailed to his address of record on 08/28/15. The check number issued to Mr. [redacted] is XXXXX. We reject Mr. [redacted]'s accusation that we are a dishonest business and employ dishonest people. At this time we consider the matter closed and wish no further communication with Mr. [redacted].
Final Consumer Response /* (2000, 12, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I did speak with Mr [redacted] and they finally sent my refund on 9/6 however I resent the fact that I didn't go through the proper procedures. As I stated earlier, I have exact dates, times and saved voice mails to prove my case. I went through the proper channels and cancelled my coverage as per the contract. Faxed copies with dates and times,that I received from my confirmation pages,shows that it was sent in a timely manner. Also the insurance company has my timestamp and re corded information for future reference. So yes I finally received my refund but my allegation is still very valid of this dealership.
Initial Business Response /* (1000, 8, 2015/05/08) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@napletonmail.com
We apologize for any inconvenience caused to Mr ***His payoff has been made as agreed and any overage generated by our overpayment will
be refunded directly to Mr*** from his previous lenderThanks
Complaint: [redacted]
I am rejecting this response because: I have the paper work stating "we owe" a second key for the vehicle. I will gladly bring it again to the dealership to show you. I was told a while ago by your used car sales manager that the agreement you made with me will not be valid because the salesman no longer works for the business. It's no longer a problem because I steered away many customers from the business due to your lack of honesty and commitment to the customer.
Sincerely,
[redacted]
In response, If the Customer has the required proof of we owe I'll gladly offer him a replacement key at no cost as well as a 15% discount on his next service visit should he choose to come back. kw
Customer: [redacted] The customer's concern was regarding pricing on a vehicle he was interested in purchasing. The customer was given a range of net cash differences and there was a miscommunication regarding fair trade value. In response to the concern, I'm happy to...
offer any of our certified pre owned vehicle to be purchased at the advertised price. As well as offer a $250 trade certificate in addition to current trade value based on condition at the time of purchase. Best, ** [redacted] General Sales Manager Napleton's Schaumburg Buick-GMC [redacted]
Revdex.comunfortunately this vehicle was sold to another party while in the process of attempting to secure financingwhile we cannot duplicate the exact vehicle we are amenable to finding the right car from our 5 store inventoryin addition we will off a $500 credit toward the purchase for the...
inconveniencethe consumer can deal directly with [redacted] at k[redacted]@napletonmail.com or 847 [redacted]thanks[redacted]
Initial Business Response /* (1000, 5, 2015/03/20) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@napletonmail.com
Ms. [redacted] responded to an online advertisement for our 2005 Volvo CX90 and customer visited our store on wednesday XX-XX-XX and was...
offered the opportunity to purchase our 2005 Volvo XC90 at that time, several times. It was also explained to Ms [redacted] that without any payment or contract that the vehicle would still be offered for sale. Customer declined to purchase, leave a deposit, sign a contract, or in any other way try to finish their deal on wednesday 03-12-15. Ms [redacted] did request we provide them with a complete purchase order so they could explore their own finance arrangements, which dealership complied with. Over the next two days, customer was in contact with their salesperson [redacted] expressing interest in purchase our 2005 Volvo XC90, even requesting additional documentation be faxed to their own lender, which we fully complied with. On saturday 03-14-15, a different customer responded to the same online advertisement and chose to purchase the 2005 volvo XC90 sight unseen. Since our dealership did not have any payment or contract of any kind with Ms. [redacted], we sold it to the customer on saturday 03-14-15. As to the mechanical condition of the 2005 Volvo XC90, absolutely no representations were made of any kind, vehicle was disclosed as being sold in 'as-is and shown' condition, and free carfax reports were not only made available at time of purchase, but freely available for public viewing on our dealership website as well as numerous other websites such as cars.com. Ms. [redacted] certainly had ample information to make an informed decision, and dealership specifically refutes to allegation that our business is 'untrustworthy' in any way at all.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a completely inaccurate response and a down right lie. It was NOT explained to us that the vehicle was still available for sale, even when it was sent off for repair due to US requesting it as part of the sale and agreement. At no point in this transaction were we told that we didn't sign a contract. We sat down to purchase the car and assumed the salesman would present us with the proper paperwork. We honestly have no idea what their used car contract is then? There was no need to "explore" our financing arrangements, all we needed to do was fax our contract with the sale amount to our bank, so that we could issue a check to the dealer. The dent repair was in our purchase agreement, to be fixed before pick up. Why would a dealer go ahead and have the dent fixed if they wernt selling the car to us? Over the next few days we were not in contact "expressing interest" still, we were in contact checking on the status of the repair and getting info our banker needed to issue the check. Our own banker even spoke with them. Our bank agreed that the paperwork we signed with the dealer was the paperwork that they always receive from customers/dealers in IL, when purchasing a car. It was embarrassing and very time consuming going back to our bank to have our entire loan cancelled because of this. We are not the only ones who are baffled by this transaction. The dealer totally disregarded the hassle on our end because of their bad business practices. This ordeal actually cost us money because we had to pay on the interest that occurred from the time the check was issued, until it was cancelled.
To top this situation off, after speaking with the general manager finally, and being told by himself that we could look at another used car on the lot and he would personally work with us and come to a deal for all of our hassle. As I stated before, I left 3 days worth of voicemails on his direct number, letting him know we were interested in another car they had. To this day, NEVER heard back from him. So again, more lies. We assume the offer by him was just a lie so he didn't have to deal with us that day. Nothing was even said about it in his response to our complaint. Looking back, this dealer should of been red flagged after the first 10 minutes of meeting with our salesman while looking at the car and he literally almost picked a fight with us saying that "all used cars have dents and scratches, you need to not have such high standards." NO, I'm sorry but that is a lie. Completely unprofessional. When we're spending thousands of our hard earned money on a car, we have a right to want a decent car and not be harassed over our "standards".
I only wish we had seen this dealers C- Revdex.com rating ahead of time. Based on reviews from others that have attempted to deal with them, we are not the only ones upset with their business practices. There seems to be a trend over the same issues, so now we know it's not just us.
I will therefore standby with my original comment of being untrustworthy. Even though this situation occurred, we are incredibly happy we did not give this dealer any of our money. No customer deserves to be treated this way. We are completely happy with the dealer we ended up choosing after [redacted]'s and now have an amazing new car.
Final Business Response /* (4000, 11, 2015/04/20) */
We expressed our regret over the situation to the customer numerous times, but the facts are corroborated by three separate dealership employees that the customer was offered the opportunity to purchase the car during their initial visit and were encouraged to take delivery of the vehicle. The customer declined on the basis of obtaining their own financing. The customer did not leave any deposit of any kind, no money changed hands, and the vehicle was NOT secured by any finance contract. Further, it was explained during the customers first visit that without any deposit or finance contract, the vehicle was still available for sale. We regret that another customer purchased the vehicle before Ms [redacted] could return to complete their purchase, and have apologized several times.
Regarding the offer to help find another vehicle, the customer expressed to us that she would not be interested in pursuing a purchase with our organization so we did not pursue the matter ourselves.
Initial Business Response /* (1000, 6, 2015/09/03) */
Contact Name and Title: [redacted] Sales Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@napletonmail.com
GAP refund has been processed by GAp company and will be applied to customers auto loan
Initial Consumer Rebuttal /* (3000,...
8, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this response because I was already told that it has been processed, however the loan was paid off in July. On 7/31, I was verbally told by [redacted] that if the loan was paid off then I have to have a faxed confirmation letter sent to the dealership, which I did twice. Also that the dealership would send me the refund amount. This is the first response I have had since 7/31. These people are not honest in there practices. This is what I was told I have dates and times of my conversation. There is nothing hidden about my practices.
Final Business Response /* (4000, 10, 2015/09/05) */
Contact Name and Title: [redacted], Sales Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@napletonmail.com
It is not fair nor accurate to say our staff is not honest in our business practices, Mr [redacted] willingly purchased his GAP insurance and then chose to close his loan account early. Our dealership does not underwrite to GAP policy, we processed his cancellation for him as a courtesy even though it is HIS responsibility to do so with the GAP company. His refund was delayed since Mr. [redacted] did not provide his cancellation in writing at the time of his original request. I have personally communicated to Mr. [redacted] that a check for $807.44 was mailed to his address of record on 08/28/15. The check number issued to Mr. [redacted] is XXXXX. We reject Mr. [redacted]'s accusation that we are a dishonest business and employ dishonest people. At this time we consider the matter closed and wish no further communication with Mr. [redacted].
Final Consumer Response /* (2000, 12, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I did speak with Mr [redacted] and they finally sent my refund on 9/6 however I resent the fact that I didn't go through the proper procedures. As I stated earlier, I have exact dates, times and saved voice mails to prove my case. I went through the proper channels and cancelled my coverage as per the contract. Faxed copies with dates and times,that I received from my confirmation pages,shows that it was sent in a timely manner. Also the insurance company has my timestamp and re corded information for future reference. So yes I finally received my refund but my allegation is still very valid of this dealership.