Cars R Us

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ To whom it may concern On April [redacted] purchased a vehicle from Cars R Us She signed a contract under all legal circumstances and was made aware that there is no cooling period and no guarantee of any kind offered, she was also made aware that she was buying a vehicle in condition and a disclosure as required by law was signed by herShe also signed a promissory note to pay part of the down payment in a later dateCars R Us dealer called her several times to come and comply with payment when she did not do so on her due dateWhen she finally contacted us she complained of issues with her AC and we asked her to bring the vehicle inWe arranged to send it to a mechanic even thou we were under no legal obligation to do any repairs because more than days had passed and the vehicle was sold in condition and no additional guarantee was given promised or purchasedThe Dealer sent her car to a shop for repairs and paid for all work out of courtesyOnce repairs were made she was contacted and came took the vehicle and did not come back with any complainsDealer had to contact her again because of not complying with due payment, when she did answer after several attempts she complained about having to buy a battery which she gave a high cost onDealer told her to come in bring the receipt and the amount would be deducted from what she still owedShe never came backDealer called several times spoke with her in occasions where she promised she would come and bring the receipts and payment, she did not show upDealer called again left messages and never got a return callShe still owes the Dealer

I have attached a copy of the car fax from the vehicle that Ms [redacted] purchased from us The carfax indicates no accident/damage reports and no structural damages to the vehicle I am sorry that Ms [redacted] feels we are not reputable but we did nothing wrong We will not be purchasing the vehicle back ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

The customer was not forced to sign the loan The interest rate, term, and payment are fully disclosed on the contract prior to signing The dealership does not control interest rates Interest rates are determined by the purchasing bank based on each individual customer They look at job time, residence time and of course past credit performance If the bank determines they will lend money to the customer at 29.99% then the dealership must sign the customer on that interest rate It is not our money and we cannot force the bank to give the customer a different interest rate If the customer has a complaint about the rate he received he should be complaining to the loan company and not the dealership.If the customer takes issue with the fact that the vehicle had an issue months later we once again cannot control that The vehicle drove perfect for months Did the customer do maintenence? Did somebody work on the vehicle? What changed? We cannot look into the future and say your car will or will not have an issue 1, 2, or even years after purchase The vehicle obviously ran and drove fine for months We are sorry that the vehicle experienced an issue but are glad to hear nobody was injured The customer does not state what the failure was If it's due to a hose or a maintenence issue than the customer must not have addressed the maintenence While we sympathize with the customer for the loss of his vehicle we do not see what the dealership could have forseen and or prevented I am also attaching a copy of the buyers guide that was signed at the time the vehicle was purchased This states the vehicle was sold in as in condition Every used vehicle in the state of Washington must have this posted in the window

I couldn't be more pleased with the professional job Pat's Upholstery did recently on my Queen Anne setteeThey answered all my questions in advance and their responses were immediate, respectful and very helpfulThey picked up and delivered to my home in Midlothian at no extra chargeThe only comment I have is that they do not take credit cards; I did not notice that information on their website but planned to pay by check anywayExcess material was returned without questionThe quoted price was considerably less than two others that I receivedI recommend Pat's highly

The customer NEVER had a buy here pay here contract with our company She signed a spot delivery agreement CONTINGENT upon her financing getting approved She knew upon delivery on a Saturday that we had to get her contract approved based upon her CREDIT We cannot help it if based upon her credit banks would not approve her for the vehicle on the terms she requested I am attaching a copy of the spot delivery agreement signed by the customer at the time of delivery She should have arranged for transportation home when she delivered the vehicle back to the dealership That was not our responsibility If she needed a ride she could have communicated such As for insurance it is a Washington State law that any customer leaving the lot have insurance We do not sell insurance but we do make sure the customer has the state required insurance upon leaving the lot If we do not know at the time of delivery who the lienholder will be we do list ourselves until we can assign the contract to the proper lienholder as many other dealers in the state of Washington do While we empathize with the customer we were honest during the transaction, we had NO intention of ever doing a buy here pay here as you can tell from the spot deliver agreement

hi my name is Don H [redacted] and I am the sales manager of Cars R Us....After doing hours of research with this, I have found that we have bought the car back from [redacted] for falsifying information on the credit application....she got her money back and purchased a van from us for cash....the issue of the monte carlo was resolved and taken car of please remove the negative complaint,,,thank you from Cars r Us

Revdex.com spoke with the business who advised that the vehicle has been repaired and consumer is satisfied

The customer came in with the intent of purchasing a vehicle after her vehicle was declared a total loss She had specific requirements, which many customers do and we did our best to meet those requirements At the time she did not take delivery since our banks were closed and there
were some issues that needed to be clarified regarding the loss of her vehicle We did a spot deliver agreement and told her that it would take time to secure financing due to this and the banks had to approve financing We were upfront with the customer After obtaining the total loss amount that the insurance company was willing to pay there was still going to be a substantial balance owing on the vehicle The customer claimed that her insurance policy had a gap clause in it but nobody could provide the banks with an exact amount that it would actually cover Due to this the banks were not willing to give this customer another loan based upon her current income and the fact that she may still have to pay for a vehicle that she may not be driving On 8/24/we refunded the customer on her credit card which was how the funds were originally tendered to our company and I have attached a copy of the refund THAT THE CUSTOMER SIGNED I have also attached a copy of the settlement showing the funds coming out of our account When the customer called us on 8/25/to request that we issue a check instead we POLITELY explained that the funds were no longer in our account and had batched up, gave her the batch number, and suggested she contact her bank to see how long it would take to post to her account since they were no longer in our possession

Complaint: ***I am rejecting this response because:I believe the dealer knew about the Unibody damage when it was purchased at auction.Sincerely,*** ***

I dealt primarily with *** at Pat's Upholstery Shop, and she was always friendly and willing to help however she could She provided a free estimate, and left fabric sample books with me so that I would have time to make sure the fabric I had chosen was something that I would still like after a few days of seeing it *** and *** picked up our furniture in a timely manner, and delivered it back to us in less than two weeks, which had been the estimated time she gave us that it would be gone We love the new furniture- it feels and looks a million times better I would strongly recommend them to others, and plan to use them again in the future

Ms***,When the funds batched up at midnight on the night they were refunded to you they were removed from our account and we were no longer in possession of them This was explained to you when you called the next day and were given the batch number you requested Our merchant is Elavon and yes, please feel free to contact themWe have nothing to hide It is our company policy to tender the funds back in the manner in which we received them Had you given cash or check it would have been returned in that manner but since it went through a merchant account it was returned in the same manner I do believe many department stores have the same policy and just as they are not lacking in funds neither are we It makes it easier for accounting purposes to return funds in the same manner in which they were given. I did notice that you brought up that you were treated poorly by an employee at Cars R Us Please accept my personal apology I remember you from earlier in the week and you were a very personable young lady and I am sure it was not his intention to slight you in any way I was off the day the funds were returned to you and sometimes when we are down one manager it can get a little hectic at times We do our very best to cover one another and apparently this was not the case You have my sincerest apology

I have had a couch and chairs recovered at Pat's and they did a magnificent jobThank you so much

hi my name is Don H[redacted] and I am the sales manager of Cars R Us....After doing hours of research with this, I have found that we have bought the car back from [redacted] for falsifying information on the credit application....she got her money back and purchased a van from us for cash....the...

issue of the monte carlo was resolved and taken car of please remove the negative complaint,,,thank you from Cars r Us

The customer was not forced to sign the loan.  The interest rate, term, and payment are fully disclosed on the contract prior to signing.  The dealership does not control interest rates.  Interest rates are determined by the purchasing bank based on each individual customer....

 They look at job time, residence time and of course past credit performance.  If the bank determines they will lend money to the customer at 29.99% then the dealership must sign the customer on that interest rate.  It is not our money and we cannot force the bank to give the customer a different interest rate.  If the customer has a complaint about the rate he received he should be complaining to the loan company and not the dealership.If the customer takes issue with the fact that the vehicle had an issue 11 months later we once again cannot control that.  The vehicle drove perfect for 11 months.  Did the customer do normal maintenence?  Did somebody work on the vehicle?  What changed?  We cannot look into the future and say your car will or will not have an issue 1, 2, or even 3 years after purchase.  The vehicle obviously ran and drove fine for 11 months.  We are sorry that the vehicle experienced an issue but are glad to hear nobody was injured.  The customer does not state what the failure was.  If it's due to a hose or a maintenence issue than the customer must not have addressed the maintenence.  While we sympathize with the customer for the loss of his vehicle we do not see what the dealership could have forseen and or prevented.  I am also attaching a copy of the buyers guide that was signed at the time the vehicle was purchased.  This states the vehicle was sold in as in condition.  Every used vehicle in the state of Washington must have this posted in the window.

The customer called and complained that the starter went out.  We offered to help her pay for the starter but all of the shops we work with are in the Tacoma area.  We did offer to help her monetarily.  The customer negotiated almost 2000.00 off of the price of the vehicle.  We...

offered her an extended warranty and she declined.  We send all of our vehicles out for an independent inspection before we sell the vehicles.  I am enclosing a copy of the inspection.  If an independent certified shop found nothing wrong with the vehicle then I am not sure how the customer expected the dealership to know there was something wrong.  How do we know that the customer didn't cause damage to the motor by continuing to drive the vehicle if it overheated or something?  We don't know exactly what happened with the vehicle.  What we do know is that the customer could have brought the vehicle to us and we would have helped her put a used motor in the vehicle for A LOT less but when she called the dealership she was so RUDE to the employees and the owner that talks broke down.  Her verbage, swearing and continued threats necessated that we discontinue talks with the customer. I am enclosing copies of her signed buyers guide as well as the independent inspection performed by an certified shop showing that the dealership had no knowledge there was anything wrong with the vehicle.

The customer NEVER had a buy here pay here contract with our company.  She signed a spot delivery agreement CONTINGENT upon her financing getting approved.  She knew upon delivery on a Saturday that we had to get her contract approved based upon her CREDIT.  We cannot help it if based...

upon her credit 5 banks would not approve her for the vehicle on the terms she requested.  I am attaching a copy of the spot delivery agreement signed by the customer at the time of delivery.  She should have arranged for transportation home when she delivered the vehicle back to the dealership.  That was not our responsibility.  If she needed a ride she could have communicated such.  As for insurance it is a Washington State law that any customer leaving the lot have insurance.  We do not sell insurance but we do make sure the customer has the state required insurance upon leaving the lot.  If we do not know at the time of delivery who the lienholder will be we do list ourselves until we can assign the contract to the proper lienholder as many other dealers in the state of Washington do.  While we empathize with the customer we were honest during the transaction, we had NO intention of ever doing a buy here pay here as you can tell from the spot deliver agreement.

I couldn't be more pleased with the professional job Pat's Upholstery did recently on my Queen Anne settee. They answered all my questions in advance and their responses were immediate, respectful and very helpful. They picked up and delivered to my home in Midlothian at no extra charge. The only comment I have is that they do not take credit cards; I did not notice that information on their website but planned to pay by check anyway. Excess material was returned without question. The quoted price was considerably less than two others that I received. I recommend Pat's highly.

Initial Business Response /* (1000, 5, 2015/08/04) */
To whom it may concern On April 7 2015 [redacted] purchased a vehicle from Cars R Us She signed a contract under all legal circumstances and was made aware that there is no cooling period and no guarantee of any kind offered, she was...

also made aware that she was buying a vehicle in AS-IS condition and a disclosure as required by law was signed by her. She also signed a promissory note to pay part of the down payment in a later date. Cars R Us dealer called her several times to come and comply with payment when she did not do so on her due date. When she finally contacted us she complained of issues with her AC and we asked her to bring the vehicle in. We arranged to send it to a mechanic even thou we were under no legal obligation to do any repairs because more than 30 days had passed and the vehicle was sold in AS-IS condition and no additional guarantee was given promised or purchased. The Dealer sent her car to a shop for repairs and paid for all work out of courtesy. Once repairs were made she was contacted and came took the vehicle and did not come back with any complains. Dealer had to contact her again because of not complying with due payment, when she did answer after several attempts she complained about having to buy a battery which she gave a high cost on. Dealer told her to come in bring the receipt and the amount would be deducted from what she still owed. She never came back. Dealer called several times spoke with her in 2 occasions where she promised she would come and bring the receipts and payment, she did not show up. Dealer called again left messages and never got a return call. She still owes the Dealer.

Bought a car off these people had take it back multiple times to have the air conditioning fixed . I paid $400. Still not working. Would not recommend these people.

Complaint: [redacted]
I am rejecting this response because:I am well aware of how everything panned out, thank you. Thank you for attaching a copy of the receipt, I also have the original in my wallet. What I am still lacking is the funds in my account. What good is a batch number to me? Who is your merchant? Can I  call them? When a refund of this size is issued, as a consumer, I'd presume accurate expectations be set up front. I've been given several time frames, from 24 hours to 5 business days. I owe this money to one of your competitors willing to do in-house financing. "The customer claimed"- did I not provide you with my declarations page, as well as my insuring agreement with progressive, page 15, lease/loan payoff? I printed it out in your office. I understand it's not Cars R Us financing the vehicle. I am willing to give you the benefit of the doubt and believe you tried to get me the first loan (despite you forgetting about me on hold, Don, which was extremely rude.)Signed paperwork doesn't address my complaint about sub-par customer service, and taking my down payment before securing a loan. Why would you have me sign a spot agreement, take my down payment AND leave the car for not one- but two days? Is Cars R Us really that hard up for cash? And doesn't that NEGATE the point of a spot agreement? I didn't take that car home. Seems as though had one of those factors been left out of the scenario- this would have been a dead issue. Cars R Us was quick to take my money, no rush to help in getting it back. If you spent as much energy into finding out when I'll get my money back, as you did your response, I'd likely have it back by now. I understand I didn't get a car from your business, that's no reason to treat me any differently than anyone else that walks through your door. And if that's how you treat everyone, I rest my case, I'm confident you'll eradicate yourselves independently. 
Sincerely,
[redacted]