Corwin Automotive Group

Tyler ***, our service manager, talked with the customer on Friday, September 30th and they came to an agreement that we are sending him a check for $and the customer was satisfied with that Thank you! Cathy [redacted] Accounting Manager Corwin Honda/ Corwin Chrysler Dodge Ram Jeep/ Corwin Leasing Phone: (701)492-

Revdex.com received call from Tyler ***, Fixed Operations Director, providing dealership's perspective.Mr [redacted] says that Mr [redacted] initially came to Corwin with a slight vibration in his truck, evident at about mphWhen Corwin was unable to address the vibration to Mr ***' satisfaction over the course of several service visits, he became frustrated and indicated he intended to have repair work completed in Valley City -- said Valley City had identified issue quickly, etc.Mr [redacted] subsequently returned to Corwin when the work done in Valley City did not correct the issue, expressing confidence that he believes Corwin can fix the problem, and indicating a willingness to work with Corwin again.Mr [redacted] says Corwin is now actively working with Mr [redacted] to complete repairs -- has a part on order that will arrive in next several days, and Mr [redacted] will be bringing his truck back in soon

I am rejecting this response because: It is not up to "my" mechanic to find mechanical issues with the carIt is the responsibility of the vendor (Corwin Wholesale) to sell a product that worksIt is up to "my" mechanic to corroborate the story of Corwin Wholesale that the vehicle was road ready Corwin Wholesale told me the car was road readyAt no time did Corwin Wholesale tell me anything was wrong with the carI believe Corwin Wholesale committed fraud by not telling me what was wrong with the carCorwin Wholesale maintains they did a vehicle inspection before it was soldIf this is true, why did "my" mechanic find that the car I purchased needed front struts, shocks, a valve cover gasket, and new tiresIf Corwin Wholesale inspected the vehicle before it was put on the lot for sale, why were these mechanical issues not discovered and disclosed to me before the purchase of the car? I believe that Corwin Wholesale was either negligent in their inspection and thus the car should never have been put up for sale, or they committed fraud by knowingly withholding information from me about the mechanical issues of the car while telling me the car was road ready I believe Corwin Wholesale either committed fraud by not disclosing these mechanical issues or they were negligent in how they inspected the car Corwin Wholesale only reached out to me after I filed a complaint with the Revdex.com It is because of the lack of customer service and the car I was sold that I want a refund for $6,This is the cost of the car ($4,885.75) and the cost of the repairs I made on November ($1,542.29)

I am forwarding this on to our General Manager, Greg *** I will most likely be out of the office some of this week and next week If you need any additional information/response, please contact Greg @ g***@corwinauto.com Thank you Cathy

Business response received via fax to Revdex.com, 6-22--- scan is attached (including copies of "as is" disclosures, etc.); text of accompanying letter reads as follows: "June 21, Revdex.com of Minnesota and North DakotaS River Ridge Cir.Burnsville, MN REF: [redacted] Attached are copies of the We owe paperwork, and "As-Is" disclosure all signed by Mr [redacted] stating that the vehicle had an inop motorAlso attached is the Buyer's Guide stating AS IS - NO WARRANTYThe $that Mr [redacted] is referring to is for the Taxes and Licenseswe figure taxes and licenses separately and after all is done we refund any money collected back to customerIn this case we collected $199.65, less $for taxes, $for license and $for Branch fees leaving a balance of $which was refunded with check on February 9th, We advertised the vehicle as a "mechanic's dream" and disclosed all information to the customer that the vehicle was inoperableSincerely yours, Linda ***Manager"

I am rejecting this response because:July 1, 2016I received your response to my complaint submitted through the Revdex.com on 6/1/ Thank you for your timely response, and please let me register my comments to it, for your reconsideration of your action to satisfy this complaint It is a boilerplate type response, clearly, with incomplete and inaccurate information, and especially, with no evidence of concern about the customer and service of the sale This is a dominant characteristic of the sale Corwin made to me, in the form of a Toyota Prius, and the customer service to follow.The $amount I requested more information about is not addressed in your response, in that you only answer to the $amount, which coincidentally is only $different This $is misleading and unclear, with the obvious purpose of padding the sale for your purposes Customer service is not the priority, more money is I had to call Linda [redacted] on 6/29/at 4:pm, and drill for fifteen minutes or more, to find out that the $amount on the invoice is a truly a “pure “ fee that is added over and above the cost of the sale It took most of the conversation for Ms [redacted] to admit and clarify that the $entry on the contract is for paperwork administration This is something that should already be built into the cost, and, Ms [redacted] could not even tell me what it actually cost the company to complete the minimal paperwork in my case, with no financing involved The end result is that I paid twice, in the initial cost, and the $fee, for minimal paperwork The $is not for Taxes and Licenses at all, as stated in your letter response to this complaint It is a pure fee, designed to protect and pad Corwin’s profit Taxes of $84.65, which are specified separately on the contract Then there is $for license, $for a branch fee, and a $refund, totaling the $on the contact All these add up to $199.65, coincidentally only $different from $ The branch fee of $4.50, is totally redundantThe car was operable, however, in answer to the last sentence in your boilerplate response It was driven thirty miles for more repair However, the auxiliary battery was dead from being ten years old, and I was not told, not even while it was being jumped in the area of Toyota shop mechanics The overriding problem is reasonable and expected service to go with the sale.Furthermore, the essence of this complaint is not automobile warranty - it is covering your Customer Service, Customer Experience, and Customer Safety, the tenets that businesses like yours are built on There is not warranty papers to show Likewise, “As Is” does not take the place of customer service Please refer to the Customer Service principles you develop and promote in your organization, and the pledges you make to put the customer first It does not surprise me that Corwin does not recognize the nature of this complaint, since overall customer service, customer experience, and customer safety were not noticeable in my purchase of the vehicle from them, making the dealership act as a “mill.” The way the manager prepared papers, reworked them, and quickly had me sign them, without explanation, was noticeably mechanical, rigid, and unfeeling The use of the word “mill,” in this case, means you visibly are only interested in numbers and dollars of the sales and commissions, and little else My secretary friend confirmed the suspicious “mill” feeling when she stepped into the dealership approximately six weeks ago She shared that she was visibly spooked and turned off.Things I, the customer, had to do that suggest highly deficient customer service from Corwin:- I had to set up the sale, suggesting to the salesman to check to see if the car is for sale and find out where it was located.- I had to search out, find, and check out the car on my own I found it was in the mainToyota dealership shop, in a stall, beginning to be disassembled This is the main misrepresentation of the automobile sold, a Toyota Prius.- I had to convince the main Corwin Toyota dealership the next morning, with contract in hand, that the car was sold and did not belong to someone mechanic there This gives the impression of a ploy, to suck me in on the deal This experience was a massive runaround The unfortunate people that have to go through this lack of customer service without a business mind is of major concern.- I had to access a completely gone auxiliary battery, while the salesman jump started the car.- I had to access the concern of not having a second electronic key, and the impact of not having aSpare, when it costs up to $when you lose this kind of key and have to buy a new key from the dealer and have it programmed This is known in Toyota Prius’ internet blogs as a “nightmare” situation I asked about this at least twice during the sale preparations and was told there was probably another key around.- I had come back to the main Corwin Toyota dealership to round up large interior rear compartment pieces around the auxiliary battery which were removed during repair disassembly by the potential in house mechanic buyer, and I was not told about these pieces when the salesmen and mechanic in the area when they jump started the car Again, this is consistent with a manipulative sales technique, ploy, incompetence, or all.- I had to pursue recall documentation on the purchased automobile several times, to no availPlease reconsider your response to my complaint in light of this additional information I supplied I am still in need of an electronic key, an auxiliary battery, and a refund amount for the subpar and traumatic sales and service experience at Corwin

I am forwarding this on to our Service Director, Tyler ***

Customer's credit did not qualify for the desired vehicle The income the applicant stated was not supported, by the documents they provided We were then unable to find a bank to finance the full amount The customer was not able to provide sufficient down payment required by the bank We provided many alternative options, but customer would not agree to said options We have expressed a willingness to do business with and work with the customer, however they do not have that same desire to settle on any other options

I am going to forward this to the Toyota General Manager, Bob [redacted] and CC it to the Toyota Accounting Manager, Wendy [redacted]

Business response received via e-mail to Revdex.com: "This customer came and leased a truck from us on 9/22/He had a BMW lease that he was over on his mileage by milesWe appraised his BMW and it was cheaper for the customer to just hand it back to BMWCorwin called BMW to find out what it would cost to hand it back due to miles on the car and they told us around dollarsAt this point the customer is still responsible for any damage that his car has because of the lease contract with BMW that he hasThe customer states he didn’t know it was to be turned in to BMW and thought it was a trade, but on 9/22/the customer himself tried to turn the car back to Valley Imports not knowing that the dealership didn’t handle BMWAt this point we were giver the customer back dollars to pay BMW for the excess mileage, but the bank was requiring him to put dollars down to get the loanAt which point the customer said to just give him a check back for dollars instead of dollars and he would take care of the restAt no point did Corwin agree to trade in the BMW or pay for any of the damage to the car to BMWCorwin even put the car on a trailer and brought the car down to a BMW dealership in Minneapolis for the customer at NO chargeFrancis ***General Manager Corwin Chrysler Dodge Jeep ###-###-#### Store###-###-#### Direct###-###-#### Faxfcorwinauto.com"

The customer took the vehicle, before he purchased it, to his own mechanic for inspection and still chose to purchase the vehicle If his mechanic was unable to detect there was going to be a major breakdown I’m not sure how he expected our mechanics to know eitherHe did purchase the vehicle as is, and he signed multiple forms acknowledging he understood the vehicle is sold as isMatt tried to reach out to him today December 8th, and left a voicemail for a call back to see if we can possibly trade him into something else and help him out

Reached consumer by phone -- confirms receipt of check, and that he considers the matter resolved

Initial Business Response / [redacted] (1000, 6, 2016/02/11) */ The vehicle he was trying to sell us was a GMC Truck that was originally purchase in Canada and was recently imported into the United StatesA local GM dealer here in Fargo has told us that they have had problems with the factory warranty on GM vehicles that have come from CanadaWe do not buy vehicle that could have a potential problem with the factory warrantyThe only reason we would not purchase the vehicle from Bruce is because it was Imported from Canada and there is a possible warranty concernI did call Bruce to let him know the reason why we would not buy his vehicle Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) While ultimately the concern involves the refusal to purchase when guaranteed, the issue is not that they did not buy the GMC with full factory warranty at this timeIt is indeed a purchaser's choice whether or not they buy something or not; however, it is unacceptable to advertise yourself as a participator in a program which provides a guaranteed offer and not follow through when the reason for not following through was a known fact from the information provided BEFORE the appointment was made by the offender...and especially disturbing when the owner made a specific phone call to ensure that all was well before making a 4-hour round trip and arranging a ride home The general manager did call but did not acknowledge that as a dealer participating in a gauranteed offer program that they should have reviewed the information provided prior to making an appointment for the vehicle to be delivered

Initial Business Response / [redacted] (1000, 8, 2015/09/24) */ We have contacted the customer, and we are paying for the tires.I assured her that we have made changes to some key postions in the company to make our customer experice better Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Corwin agreed to refund my tires

I do apologize, if Lee confused you with how we work with Day County and refunds, as a Sales Manager and does not deal with the motor vehicle on a daily basis.We do not get refunds from Day county because our title clerks use their web site to get the exact amount of owed tax and licenseBalance owed $(see Day County receipt)Tax collected $1391.16Registration collected $200.00Refund owed $I understand there may be a difference in what you are looking at in just license fees, however there would have been a balance due in taxes so we net them together as one transactionThank you, Wendy [redacted] Corwin Toyota

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ First off we would like to say thank you for bringing this to our intentionSecond we have have be in contact with this customer and have refunded all of her money, and have sent the part which the customer hasA rental car was offered to be paid for while the customers car was in a different party shop as wellWe have made some improvement to our staff and process in our shop to elimante this from happening Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I take my reputation and the reputation of my company very seriously I have been with Corwin for seven years and I have been in this business for years. This is the first time that I have ever had to defend myself against an accusation like this *** ***’s version of
events is considerably different than what actually took place On February 11th of Mr*** applied for financing through a 3rd party website designed to attract people with credit issues who are looking to obtain financing. We contract with this 3rd party and handle things at the local level. The 3rd party arranged an appointment and provided Mr*** with a list of stipulations he would need to bring with him. Upon arrival at the dealership I requested these documents Mr*** told me that he forgot to bring his most recent paystub and W2. I informed him that the paystubs and W2s are required by the banks in order to solidify his approval. Mr*** apologized for not bringing them with and assured me that he would send the paystubs and W2s right away when he got home. I took him at his word and we came to an agreement on two vehicles and completed the paperwork. Prior to Mr*** taking delivery of the vehicles I again stressed the importance of him providing me with the documentation and again I was assured that it would not be a problem After a week of waiting for the documentation, I sensed a problem and began attempts to contact Mr*** and got no response to phone calls After weeks of avoiding my attempts to contact him I was finally able to get ahold of Mr***. At this time he informed me that the reason he did not send me the documentation is because he was not honest with me and that he was self-employed and does not receive a Wor paystub. I explained that this was a very serious problem because the banks based their decision off informationI then explained that we would need months bank statements in order to prove his income. Mr*** informed me that he gets paid in cash and the bank statements would also be a problem. In other words he was not able to prove any of the income he claimed to make Mr*** admitted that he was not truthful and apologized for not being more upfront. I explained that because I trusted him and let him take the vehicles that he had put me in a very bad situation and that I wasn’t sure how or if I would be able to get anything figured out. I attempted to renegotiate the approvals on both vehicles with the lenders. I was able to get the lender to accept the original contract on the Ford without any changes. The reason I “pulled the contract from the bank” was not by choiceThis was a result of Mr***’s failure to provide the documentation he agreed to supplyThe lender would not accept the contract on the GMC without the required documents so I had to attempt to get a different approval from a different lender that would not require the same documentation I was not successful After I exhausted all possible avenues I contacted Mr*** and explained the situation and advised him to bring the GMC back or provide his own financing for the vehicleTo address the concern Mr*** has in regards to the $he feels he is owed. I need to explain how the individual deals were structuredThe two vehicles purchased from Corwin are two completely separate deals and are in no way connected to each other. The outcome of one deal does not affect the outcome of the otherMr*** used his Chevrolet Ktowards the purchase of his Ford PickupHe was given $trade allowanceDespite Mr***’s misrepresentation of his income and employment, I was able to get this loan finalized and funded with the original bank as we agreed. Corwin offered Mr*** down payment assistance of $on the GMC. This was necessary in order to meet Mr***’s bank approval and was only extended as a courtesy to help him accomplish his goal of purchasing two vehiclesMr*** has admitted that no actual cash changed hands. The $down payment assistance was basically a discount on the vehicle and this is not money owed himMr*** knew he was in the wrong. He stated multiple times that he did not care if he had to bring back his Ford His only real issue is that I was not able to get the loan funded on the vehicle he wanted more (the GMC)If this situation had turned out the other way and the loan would have been finalized on the GMC instead of the Ford this would not be an issueMy only questionable action in dealing with Mr*** was that I trusted his word and allowed him to take delivery of the vehicles without the proper documentation upfront I later also went against my better judgment and continued to work with Mr*** even after he admitted his dishonesty. I did this because he literally begged me to not take the vehicles back because he did not want to disappoint his daughterI believe that the report made to the Revdex.com is an effort to divert the attention away from the fact that he was not honest with me from the startI believe it is easier to blame me instead of admitting to his family that this entire circumstance is a result of his own dishonesty and failed attempt to manipulate the situation. For Mr*** to play the victim in a circumstance that he clearly created through his own dishonesty is ridiculous. I worked very long and hard in order to dig out of the hole he created. Mr*** drove our vehicle for nearly months for free as I tried to get this situation handled. Once I came to the conclusion that I was not going to be able to get any other financing arranged I contacted him. I let Mr*** know that if he cooperated and brought the vehicle back in same condition I would not pursue financial action against him for mileage, depreciation, and reconditioning. It is within our rights (and standard practice) to attempt to recover such losses under circumstances caused by customers knowing misrepresenting their information I was still willing to allow him to walk away from this situation. Mr***’s report to the Revdex.com and his request for compensation has nullified this arrangementCorwin will pursue just compensation for losses resulting from this situation. It is unbelievable to me that he now feels that he was the one that was wronged and that he is owed a debt. Perhaps taking some personal responsibility for the mess he created and the trouble he caused others would have been a better way to handle this situationInstead he is caught in this fabricated story and needs to perpetuate it and to blame me in hopes the real reason he had to bring his vehicle back doesn't come outWhat he tried to avoid will now happen because he admitted in his own words via email that the story he is telling is false I have included all emails between Mr*** and myselfThe emails very clearly discredit Mr*** current story and prove he knew exactly what he was doing by misrepresenting his information, what was going on during the time he drove our vehicle for free, and exactly why this situation turned out the way it did. Greg ***

I am rejecting this response because:I don't agree with any of itI told them that I did not have time to come back there as my father in law was visiting from out of town and should not have to waste his time

I am rejecting this response because:
Everything was working fine at the time I get the car in the Corwin Service department; I have been using the heat during all winter without any problems as well as fog light was workingThis thing happen immediately after getting the car from the workshopThe car complete service record is always at Corwin and the last time was on September, and no one during the oil service or the multi point inspection mentioned about heater core plug or replacing the radiator, The radiator flushing or replacement does come out suddenly without singes of troubles in the systemNo one has reported any problems even they have multi points inspection in the last service times.Thanks and regards,

Received call from Wendy *** of Corwin Auto, providing business response.Ms *** indicates that the loan has been paid off with the bank as of this past Friday (10/20), and the dealership is once again in possession of the truck