Colorado Auto

[redacted] [redacted] We have contacted [redacted] ***, our customer, and resolved the dispute with him directly.-- Sandi T***, Sales & FinanceColorado Auto [redacted]

[redacted] [redacted] [redacted] On 12/12/Ms [redacted] contacted our office and said that we had run her credit card two times for the same monthly payment(s) I asked if she was looking at her online checking account or if she had contacted the bank regarding the potential double charge She said she was looking at her checking account online I told her that many times banks will "reserve" the money so it appears as though it was double charged I asked her to please call her bank to verify This made her very angry and she said she was cancelling her credit cards and bank account so we could never charge to it again I told her that would be fine, but I assured her it was unnecessary and that we would honor her wishes and not try to run automatic payments from this point on She insisted that we credit her account and I told her our policy was to required verification from the bank that a second charge had occurred, and that we could not accept a copy of her online account as evidence She continued to insist we had taken a second payment on SundayI tried to explain to her that we are a car dealership and not allowed by the state to conduct business on Sunday, which is the day on which she insisted the 2nd charge occurred (12/11/16) I did not hang up on herShe called back and talked with Angie Basically the same conversation reoccurred Us asking for verification from the bank, her insisting on us crediting her card The conversation ended with her agreeing that if there was duplicate payment (which we still have not received from her or her bank) that we would "reach into the cash register and give her cash back" Angie's exact wordsI will mail her a copy of her statements today Please Note that Angie asked her to come into the office and go over the statements in detail to settle the dispute She elected not to do this.I will not address the "yelling and screaming" as she is actually the one who was quite irate We have been in the car business for 30+ years This is not accomplished by yelling and screaming at paying customers

We have not received a double payment on this account. Mr***s next payment is due 12/24/as per his contract

Complaint: ***
I am rejecting this response because:I hate liesI did contact my bank, and called them back as requested by Angie I would not have had to speak to angie if sandy had not hung up on me.The bank confirmed transactions were ran and on separate daysDay after each otherPutting $on holdWhen it should have only been $on hold not $this is one of the points they would not listen toI was not after a refund wether it be cash or creditI had the money to replace the 2nd payment, but refused to listenI never said I was closing bank accountAfter Talking with *** at the bank she agreed to issue a new debit card to insure that the auto pay would stop from Colorado auto I was getting upset because as she would not stop talking to listenI did ask many times "why won't you stop talking and listen to me?" I couldn't even get to the point to explain my solution if the second payment postedI still don't have an explanation or verification of resolve as to why a negative balance shows on the *** notes from the receipt I have not received receipts for the last payments madeIf the negative balance still is continuing it would probably show $past due in the notes by now as of the last paymentSomething in their system is triggering this and I wanted it looked at and fixedI still have the document showing notes of a negative balanceI am happy to email them for proof this is happening people make mistakes and companies don't always have the best communicationI am guessing when sandy called the credit card company they took the time to look a day before or after for a duplicate charge and put a stop to itIt took hours for the second payment to expire after the first one clearedPutting the money back in our accountI did not dispute charges with bank, but did surrender my old debit card for a new oneI would still like our accounts reviewed and a print out of all payments made Both sandy and Angie were screaming and yelling which is why I could not get to the bottom of anything and resolve the situations with the double charge or the notes section of the *** stating we have a negative balanceAs far as I was concerned if the 2nd payment cleared then that was their payment for the 24th of December
Regards,
*** & *** ***

*** *** *** *** *** ***
*** ***
*** *** *** *** *** ** *** **
*** *** ***
*** ***
*** *** *** ***
*** ** *
*** ** ***
On 12/12/Ms*** contacted our office and said that we had
run her credit card two times for the same monthly payment(s) I asked if she was looking at her online checking account or if she had contacted the bank regarding the potential double charge She said she was looking at her checking account online I told her that many times banks will "reserve" the money so it appears as though it was double charged I asked her to please call her bank to verify This made her very angry and she said she was cancelling her credit cards and bank account so we could never charge to it again I told her that would be fine, but I assured her it was unnecessary and that we would honor her wishes and not try to run automatic payments from this point on She insisted that we credit her account and I told her our policy was to required verification from the bank that a second charge had occurred, and that we could not accept a copy of her online account as evidence She continued to insist we had taken a second payment on SundayI tried to explain to her that we are a car dealership and not allowed by the state to conduct business on Sunday, which is the day on which she insisted the 2nd charge occurred (12/11/16) I did not hang up on herShe called back and talked with Angie Basically the same conversation reoccurred Us asking for verification from the bank, her insisting on us crediting her card The conversation ended with her agreeing that if there was duplicate payment (which we still have not received from her or her bank) that we would "reach into the cash register and give her cash back" Angie's exact words. I will mail her a copy of her statements today Please Note that Angie asked her to come into the office and go over the statements in detail to settle the dispute She elected not to do this.I will not address the "yelling and screaming" as she is actually the one who was quite irate We have been in the car business for 30+ years This is not accomplished by yelling and screaming at paying customers

Complaint: [redacted]
I am rejecting this response because: even with sending proof she still refuses to address the problem with our receipts showing a negative balance. Situation at the car lot has gotten even worse. They refused our payment yesterday 12/23/16..    Her response is proof Sandy, and Angie have poor customer service skills. Mistreats people if a problem arises. They refuse to look at or even acknowledge to correct any issues associated with someone account.   This complaint needs to be available for the public so they know who they are working with.   Misty is not part of my complaint and would like the public to know she has shown good customer service skills and willing to look into an issue. Misty did give me an email address to send copies to and said she will look into it and get back with me. She confirmed there should be no negative balance on my receipt... 
Regards,
[redacted] & [redacted]

Complaint: [redacted]
I am rejecting this response because:
I hate lies. I did contact my bank, and called them back as requested by Angie.  I would not have had to speak to angie if sandy had not hung up on me.The bank confirmed 2 transactions were ran and on separate days. Day after each other. Putting $532 on hold. When it should have only been $266 on hold not $532 this is one of the points they would not listen to. I was not after a refund wether it be cash or credit. I had the money to replace the 2nd payment, but refused to listen. I never said I was closing bank account. After Talking with [redacted] at the bank she agreed to issue a new debit card to insure that the auto pay would stop from Colorado auto.  I was getting upset because as she would not stop talking to listen. I did ask many times "why won't you stop talking and listen to me?" I couldn't even get to the point to explain my solution if the second payment posted. I still don't have an explanation or verification of resolve as to why a negative balance shows on the [redacted] notes from the receipt.  I have not received receipts for the last 2 payments made.. If the negative balance still is continuing it would probably show $700 past due in the notes by now as of the last payment. Something in their system is triggering this and I wanted it looked at and fixed. I still have the document showing notes of a negative balance. I am happy to email them for proof this is happening..  people make mistakes and companies don't always have the best communication. I am guessing when sandy called the credit card company they took the time to look a day before or after for a duplicate charge and put a stop to it. It took 72 hours for the second payment to expire after the first one cleared. Putting the money back in our account. I did not dispute charges with bank, but did surrender my old debit card for a new one. I would still like our accounts reviewed and a print out of all payments made.  Both sandy and Angie were screaming and yelling which is why I could not get to the bottom of anything and resolve the situations with the double charge or the notes section of the [redacted] stating we have a negative balance. As far as I was concerned if the 2nd payment cleared then that was their payment for the 24th of December.   
Regards,
[redacted] & [redacted]

[redacted] 
[redacted]
[redacted]
[redacted]
We have contacted [redacted], our customer, and resolved the dispute with him directly.-- Sandi T[redacted], Sales & FinanceColorado...

Auto[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

[redacted] 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
On 12/12/2016 Ms. [redacted] contacted our office and said that...

we had run her credit card two times for the same monthly payment(s).  I asked if she was looking at her online checking account or if she had contacted the bank regarding the potential double charge.  She said she was looking at her checking account online.  I told her that many times banks will "reserve" the money so it appears as though it was double charged.  I asked her to please call her bank to verify.  This made her very angry and she said she was cancelling her credit cards and bank account so we could never charge to it again.  I told her that would be fine, but I assured her it was unnecessary and that we would honor her wishes and not try to run automatic payments from this point on.  She insisted that we credit her account and I told her our policy was to required verification from the bank that a second charge had occurred, and that we could not accept a copy of her online account as evidence.  She continued to insist we had taken a second payment on Sunday. I tried to explain to her that we are a car dealership and not allowed by the state to conduct business on Sunday, which is the day on which she insisted the 2nd charge occurred (12/11/16).  I did not hang up on her. She called back and talked with Angie.  Basically the same conversation reoccurred.  Us asking for verification from the bank, her insisting on us crediting her card.  The conversation ended with her agreeing that if there was duplicate payment (which we still have not received from her or her bank) that we would "reach into the cash register and give her cash back" Angie's exact words. I will mail her a copy of her statements today.  Please Note that Angie asked her to come into the office and go over the statements in detail to settle the dispute.  She elected not to do this.I will not address the "yelling and screaming" as she is actually the one who was quite irate.  We have been in the car business for 30+ years.  This is not accomplished by yelling and screaming at paying customers.