Carr Used Cars

On March 8th, Ms [redacted] came in to Carr Used Cars looking to trade in her Ford Edge lease for a different vehicleShe found a Honda Crosstour, fell in love with it and decided to purchase it She also chose to protect her vehicle with an extended service contract due to the fact that it was an older vehicle and NOT under factory warranty like her Ford LEASE It is important to note that this transaction involved transferring a great deal of negative equity from the Ford Edge lease to her Honda Crosstour; this very common when someone is trying to get out of a lease contract early as Ms [redacted] was doing This was explained to Ms [redacted] when she purchased the Honda Her credit union, Advantis, approved the rate, terms and structure for the new loan and funded it very quickly through the dealer SmartFund application As Ms [redacted] states, she returned to the dealership approximately four (4) days later stating that she did not want the Crosstour anymore She said it was not that the car was not performing as intended, it was more of an issue that she “just didn’t feel that the car was right for her.” I personally spoke to Ms [redacted] and explained the negative equity situation and the fact that she was already funded on the Honda Crosstour She said she understood but was fairly adamant about getting a different vehicle than the Crosstour I again explained how the contract works (making her the legal owner of the Honda) and that you could not simply undo financing I could tell Ms [redacted] really did not want the Crosstour, so we explored options to trade in the Honda on another vehicle in our inventory I again explained how the financing would have to work – that she would be rolling not only negative equity from her LEASED Ford Edge but also the Honda Crosstour Ms [redacted] said she understood and agreed to trade in the Honda on a Subaru Outback that she wanted to purchaseThe Outback had just been traded in from another customer and had not yet been through our inspection process, which could take several days Ms [redacted] proceeded with the transaction on the Outback with the contingency of a clean inspection report We knew Ms [redacted] had a planned vacation imminently so as a customer service gesture, Carr provided Ms [redacted] with a free loaner vehicle so that she could enjoy her time away Unfortunately, the Outback did not pass our inspection as it had far too many mechanical issues, including a blown head gasket, and we did not feel comfortable putting Ms [redacted] into this vehicle We contacted Ms [redacted] and informed her of the news; we reassured her that when she returned from vacation we would look for another vehicle that could work for her unique double negative equity trade situationShe told me that really liked the Outback and was disappointed it was not going to work out She asked if there was perhaps another Subaru that we could find We were very fortunate to find a Subaru Forester with very low miles, very clean, and a cost basis that would work for Ms***’s financing situation When Ms [redacted] returned from vacation and arrived at Carr Used, she informed us that she was not fond of the Forester, primarily because it did not have a backup camera or bluetooth While Carr maintains a fairly large inventory, at that time we did not have another Subaru choice that would work for her financing needs Ms [redacted] was understandably upset as she felt the Outback would have been great for her needs But, contrary to the assertions in her complaint, she did have options, which we explained as best we could – she could take back her Honda Crosstour and we could continue to look for other cars that might work as a future trade out, or she could choose to purchase the Forester It was entirely Ms***’s decision, not some ultimatum as intimated in her complaint On March 27th, Ms [redacted] agreed to purchase the Forester with the caveat that Bluetooth and a backup camera be installed (which were apparently the two reasons she did not initially like the Forester) Because she indicated that this would make her completely satisfied, Carr agreed to have the equipment installed at no additional charge to Ms***All of the figures and details of the transaction were reviewed with Ms***, including the fact that there would be negative equity from the previous payoffs rolled into this car dealSo, it is a little confusing now only months after purchasing her vehicle that Ms [redacted] is concerned about negative equity in her loan and how it might affect her credit Nearly every car loan, especially those with very little or no down payment, presents a negative equity situation for a borrower That is, the car is usually worth less than the payoff loan amount at the onset The fact that Ms [redacted] rolled the payoffs from two trades into this loan only serves to heighten this situation Being “upside down” does NOT affect a person’s credit rating nor does it cost thousands of dollars, as Ms [redacted] suggests If Ms [redacted] makes her payments as agreed by the terms of her contract, she will work her way into an equity situation and her credit score will reflect all of her made payments (not the value of the car) I understand Ms [redacted] is frustrated However, her belief that she should not be responsible for the financial commitments she made on her other vehicle choices is simply not correct Carr went out of our way to try to accommodate her every concern, including providing her a loaner vehicle for free while she vacationed We believe she has a very good Subaru Forester, especially considering its age, and we are happy to offer her discounted pricing for whatever service needs she might have in the future However, Carr is not in a position to re-negotiate her car deal three months after the fact Sincerely,John F [redacted] ManagerCarr Used Cars

I understand Mr [redacted] is frustrated with the inconvenience of getting his vehicle clean It did, in fact, take two different attempts to get it completely clean We've also had numerous conversations with the Insurance Agent regarding this claim so I'm confused about Mr [redacted] 's assertion that I've not been able to speak to the agent In fact, when I last spoke to the agent, he informed me that when Mr [redacted] had us re-clean the vehicle, with special attention to the door/window tracks, he authorized an additional $in reconditioning work Never was there a mention of stains/marks on the console or poor work anywhere else on the clean (other than the window issue) So, Carr completed the repair as per the Insurance Agent's authorization and we handed the vehicle back to Mr [redacted] (who we assumed was satisfied) Carr has never been paid for this additional and authorized work, even though Mr [redacted] received the check from his insurance company and cashed it Mr [redacted] owes this money to Carr As I mentioned before, we are happy to assist Mr [redacted] with any concerns he may have with the work we've done, but we will need him to bring the vehicle in so that we can examine it Also, we will need him to bring us the $that he owes us for the work that the insurance company authorized us to perform I look forward to hearing from Mr [redacted] so that this can be resolved

I am very sorry that Mr [redacted] has been dissatisfied with his experience We strive very hard to ensure we are delivering the very best in professionalism and customer service As Mr [redacted] states, his vehicle was COMPLETELY covered in industrial oil...to the point where nearly every nook and cranny was covered Carr spent a significant amount of time and energy to clean the vehicle back to its original condition, including the interior Unfortunately, there were a couple of spots that required additional attention and we were happy to complete those for Mr [redacted] When he returned to pick up the vehicle, he examined our re-detail work and presumably drove away satisfied We never learned of any additional concerns or issues until we received this notice from the Revdex.com We have attempted to contact Mr [redacted] numerous times since then so that we can see if there is a way to resolve his complaint We've even contacted the insurance agent who has also been unsuccessful in reaching Mr [redacted] Frankly, that is why we have been tardy in responding to the Revdex.com We are happy to meet with Mr [redacted] to discuss the situation We definitely want to see how our body shop technicians tools would have left marks on the interior of the vehicle when the only personnel doing work on it was our detail personnel If we've missed a spot, or have left marks on the interior, we are happy to clean it

Complaint: [redacted] I am rejecting this response because: I made approximately visits for the claimThe first time was the initial drop off The second being when I came to pick up the car only to find out the interior was untouched and the door panels were uncleanedI had to leave and let Carr Auto Body finish the work The third time everything initially appeared to be done except for the damage to the interiorWhich, I pointed out to the man in chargeHe took a picture with his phone and said he would consult with my insuranceAs to why I don’t know as it wasn’t an issue with the original claimIt was damaged caused by the shopAfter that interaction I drove off and by the time I was nearly into downtown on hwy that’s when the ABS light turned on I drove back to Carr Auto Body for the fourth time and a technician reset the codesI then drove towards downtown and again the light turned back on for a second timeI called Carr Auto Body and was told that I would have to take it to the service shop at Carr SubaruAt this point I was out of time driving back and forth through downtown during rush hour and I was out of time I had to go home with a car with no ABS and had to drive back to Carr Subaru to work on the car the following day making that the fourth time I had to make a trip to Beaverton My insurance made at least two known attempts to contact your company but the boss was not available so they no options to talk to anyone [redacted]

Complaint: [redacted]I am rejecting this response because:
I made approximately 4 visits for the claim. The first time was the initial drop off.
The second being when I came to pick up the car only to find out the interior was untouched and the door panels were uncleaned. I had to leave and let Carr Auto Body finish the work.
The third time everything initially appeared to be done except for the damage to the interior. Which, I pointed out to the man in charge. He took a picture with his phone and said he would consult with my insurance. As to why I don’t know as it wasn’t an issue with the original claim. It was damaged caused by the shop. After that interaction I drove off and by the time I was nearly into downtown on hwy 26 that’s when the ABS light turned on.
I drove back to Carr Auto Body for the fourth time and a technician reset the codes. I then drove towards downtown and again the light turned back on for a second time. I called Carr Auto Body and was told that I would have to take it to the service shop at Carr Subaru. At this point I was out of time driving back and forth through downtown during rush hour and I was out of time.
I had to go home with a car with no ABS and had to drive back to Carr Subaru to work on the car the following day making that the fourth time I had to make a trip to Beaverton.
My insurance made at least two known attempts to contact your company but the boss was not available so they no options to talk to anyone.
[redacted]

On March 8th, 2017 Ms. [redacted] came in to Carr Used Cars looking to trade in her 2016 Ford Edge lease for a different vehicle. She found a 2010 Honda Crosstour, fell in love with it and decided to purchase it.  She also chose to protect her vehicle with an extended service contract due to the...

fact that it was an older vehicle and NOT under factory warranty like her Ford LEASE.   It is important to note that this transaction involved transferring a great deal of negative equity from the Ford Edge lease to her Honda Crosstour; this very common when someone is trying to get out of a lease contract early as Ms. [redacted] was doing.   This was explained to Ms. [redacted] when she purchased the Honda.  Her credit union, Advantis, approved the rate, terms and structure for the new loan and funded it very quickly through the dealer SmartFund application.    As Ms. [redacted] states, she returned to the dealership approximately four (4) days later stating that she did not want the Crosstour anymore.  She said it was not that the car was not performing as intended, it was more of an issue that she “just didn’t feel that the car was right for her.”  I personally spoke to Ms. [redacted] and explained the negative equity situation and the fact that she was already funded on the Honda Crosstour.   She said she understood but was fairly adamant about getting a different vehicle than the Crosstour.  I again explained how the contract works (making her the legal owner of the Honda) and that you could not simply undo financing.  I could tell Ms. [redacted] really did not want the Crosstour, so we explored options to trade in the Honda on another vehicle in our inventory.  I again explained how the financing would have to work – that she would be rolling not only negative equity from her LEASED Ford Edge but also the Honda Crosstour.  Ms. [redacted] said she understood and agreed to trade in the Honda on a 2008 Subaru Outback that she wanted to purchase. The Outback had just been traded in from another customer and had not yet been through our inspection process, which could take several days.   Ms. [redacted] proceeded with the transaction on the Outback with the contingency of a clean inspection report.  We knew Ms. [redacted] had a planned vacation imminently so as a customer service gesture, Carr provided Ms. [redacted] with a free loaner vehicle so that she could enjoy her time away.  Unfortunately, the Outback did not pass our inspection as it had far too many mechanical issues, including a blown head gasket, and we did not feel comfortable putting Ms. [redacted] into this vehicle.  We contacted Ms. [redacted] and informed her of the news; we reassured her that when she returned from vacation we would look for another vehicle that could work for her unique double negative equity trade situation. She told me that really liked the Outback and was disappointed it was not going to work out.  She asked if there was perhaps another Subaru that we could find.  We were very fortunate to find a 2006 Subaru Forester with very low miles, very clean, and a cost basis that would work for Ms. [redacted]’s financing situation.  When Ms. [redacted] returned from vacation and arrived at Carr Used, she informed us that she was not fond of the Forester, primarily because it did not have a backup camera or bluetooth.  While Carr maintains a fairly large inventory, at that time we did not have another Subaru choice that would work for her financing needs.  Ms. [redacted] was understandably upset as she felt the Outback would have been great for her needs.  But, contrary to the assertions in her complaint, she did have options, which we explained as best we could – she could take back her Honda Crosstour and we could continue to look for other cars that might work as a future trade out, or she could choose to purchase the 2006 Forester.  It was entirely Ms. [redacted]’s decision, not some ultimatum as intimated in her complaint.  On March 27th, Ms. [redacted] agreed to purchase the Forester with the caveat that Bluetooth and a backup camera be installed (which were apparently the two reasons she did not initially like the Forester).  Because she indicated that this would make her completely satisfied, Carr agreed to have the equipment installed at no additional charge to Ms. [redacted]. All of the figures and details of the transaction were reviewed with Ms. [redacted], including the fact that there would be negative equity from the previous payoffs rolled into this car deal. So, it is a little confusing now only 3 months after purchasing her vehicle that Ms. [redacted] is concerned about negative equity in her loan and how it might affect her credit.  Nearly every car loan, especially those with very little or no down payment, presents a negative equity situation for a borrower.  That is, the car is usually worth less than the payoff loan amount at the onset.  The fact that Ms. [redacted] rolled the payoffs from two trades into this loan only serves to heighten this situation.  Being “upside down” does NOT affect a person’s credit rating nor does it cost thousands of dollars, as Ms. [redacted] suggests.  If Ms. [redacted] makes her payments as agreed by the terms of her contract, she will work her way into an equity situation and her credit score will reflect all of her made payments (not the value of the car).   I understand Ms. [redacted] is frustrated.  However, her belief that she should not be responsible for the financial commitments she made on her other vehicle choices is simply not correct.  Carr went out of our way to try to accommodate her every concern, including providing her a loaner vehicle for free while she vacationed.  We believe she has a very good 2006 Subaru Forester, especially considering its age, and we are happy to offer her discounted pricing for whatever service needs she might have in the future.  However, Carr is not in a position to re-negotiate her car deal three months after the fact.   Sincerely,John F[redacted] ManagerCarr Used Cars

Complaint: [redacted]
I am rejecting this response because:I was not given any other choices of other vehicles to test drive or purchase. I was told that the 2006 Forester was " IT" I was handed the keys to the Forester and told here take it for a drive, the salesman didn't even come with me on the drive. I feel the dealerships had decided they were done with me.The reason it took me three months to make the complaint is because, I did not think there was a option to go back to Carr for a resolution. I admit that the other vehicles did cause a financial negative equity, but I know this vehicle is more of a financial negative to me.I told them very emphatically I did not want that car. I did not request another Subaru. I would have been happy to have other options. I was informed, that was it. I dislike Subaru's very much the car is a gas hog. I feel very taken advantage of. I was nieve in trusting Carr to understand my situation.I wish I had taken my time to research vehicles and dealerships.
Sincerely,
[redacted]

I am very sorry that Mr. [redacted] has been dissatisfied with his experience.  We strive very hard to ensure we are delivering the very best in professionalism and customer service.  As Mr. [redacted] states, his vehicle was COMPLETELY covered in industrial oil...to the point...

where nearly every nook and cranny was covered.  Carr spent a significant amount of time and energy to clean the vehicle back to its original condition, including the interior.  Unfortunately, there were a couple of spots that required additional attention and we were happy to complete those for Mr. [redacted].  When he returned to pick up the vehicle, he examined our re-detail work and presumably drove away satisfied.  We never learned of any additional concerns or issues until we received this notice from the Revdex.com.  We have attempted to contact Mr. [redacted] numerous times since then so that we can see if there is a way to resolve his complaint.  We've even contacted the insurance agent who has also been unsuccessful in reaching Mr. [redacted]. Frankly, that is why we have been tardy in responding to the Revdex.com.  We are happy to meet with Mr. [redacted] to discuss the situation.  We definitely want to see how our body shop technicians tools would have left marks on the interior of the vehicle when the only personnel doing work on it was our detail personnel.  If we've missed a spot, or have left marks on the interior, we are happy to clean it.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Since you are on my insurance companies list of preferred shops. I believe you are to speak with the insurance company and not the client about the money. I paid what I was owed at the time that I took the vehicle. I have all documentation that marks "paid" on the total invoice. I am unsure how I owe more because all invoices are stamped, "paid". There is no indication on any of the paperwork that shows I owe a balance and the auto body shop didn't preform any "extra" work that wasn't already listed on the initial checklist that wasn't preformed in the first place.. If you have a discrepancy with the bill I would advise to contact the insurance company, and not me, since you are a preferred shop.We seem to be at an impasse about the additional marks on the vehicle. I have already contacted my insurance about the issue and they are dealing with it.Sincerely, [redacted]

I understand Mr. [redacted] is frustrated with the inconvenience of getting his vehicle clean.  It did, in fact, take two different attempts to get it completely clean.  We've also had numerous conversations with the Insurance Agent regarding this claim so I'm confused about Mr. [redacted]'s assertion that I've not been able to speak to the agent.  
In fact, when I last spoke to the agent, he informed me that when Mr. [redacted] had us re-clean the vehicle, with special attention to the door/window tracks, he authorized an additional $460.24 in reconditioning work.  Never was there a mention of stains/marks on the console or poor work anywhere else on the clean (other than the window issue).  So, Carr completed the repair as per the Insurance Agent's authorization and we handed the vehicle back to Mr. [redacted] (who we assumed was satisfied).
Carr has never been paid for this additional and authorized work, even though Mr. [redacted] received the check from his insurance company and cashed it.  Mr. [redacted] owes this money to Carr.  
As I mentioned before, we are happy to assist Mr. [redacted] with any concerns he may have with the work we've done, but we will need him to bring the vehicle in so that we can examine it.  Also, we will need him to bring us the $460.24 that he owes us for the work that the insurance company authorized us to perform.  
I look forward to hearing from Mr. [redacted] so that this can be resolved.