Corwin Automotive Group

Response received via e-mail to Revdex.com: We have reached an agreement with the customer regarding complaint # [redacted].  We are refunding the customer (The Data Dot and Xzilon are non-cancellable from JM&A) for:Data Dot Contract...

(Etch)                                                                                       ...⇄ 397.15Xzilon Contract                                                                          ...⇄ 880.00Difference from Wheel & Tire Contract to make a Full Refund                      81.58                (JM&A cancellation amount 315.42-Amt pd 397.00)Difference from Gap Contract to make a Full Refund                                     ...⇄ 106.88                (JM&A cancellation amount 643.12-Amt pd 750.00)The check was cut for $1465.61 on October 11, 2016 and will be mailed to the customer today.We are refunding the lienholder (These legally have to go to them) for:Wheel & Tire                                      ...⇄ 315.42Gap                                   �...⇄ 643.12These checks will be issued to the lienholder when the funds are received from JM&A. Thank you! Cathy [redacted] Accounting ManagerCorwin Honda/Corwin Chrysler Dodge Ram Jeep/Corwin Leasing Phone: ###-###-####Fax: ###-###-####

I received a call yesterday and asked finance to do it this morning refunds do take upto a few days to show up so will call customer again and mention that

I am rejecting this response because:
All the bank wanted was 3 bank statements in which I did emailed them to you, I never new anything about a W2; the bank never said they needed it. All they wanted was the 3 bank statements which I did provide.

Service Manager at Corwin...

Chrylser Dodge contacted customer along with Sales Manager and Finance Manager. Service Manager Tyler [redacted] contacted Chrysler and was able to receive Trade Assistance from Chrysler for the Customer. After calling customer multiple times for the trade assist, we got in contact with her. Trade assist was declined with the car deal. We have worked with the customer and Chrysler on the issues with the vehicle. This was when we were able to get trade assist which was declined with the car deal.

I am rejecting this response because:There is no resolution of the issue. The dealership is not telling all the facts and information. The financing of the vehicle was to included the $8000 to be paid back to me to cover the cost of the turn in BMW. The dealership came up with that number and filled out a lease turn in document that was to include all fees and damages. That was determined and they agreed to give me back $8000 to cover the lease termination. They screwed up and the turn in was more. That dollar amount should be covered by the dealership. They are the ones whom called it in and got the lease turn in figures. I was told I was going to even be getting aprox $500 back. They sweetened the deal to close on a new truck sale. If I would have known I was to pay another $1300 out of pocket upfront I would not have purchased the truck. I want the dealership to cover the cost. They took possession of the BMW and they should be responsible for the figures they quoted.

I am forwarding this on to our General Manager, Greg [redacted].  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[redacted]@corwinauto.com.  Thank you.  Cathy

I am forwarding this on to our General Manager, Curtis [redacted] and Service Manager, Shane [redacted].

I am forwarding this on to our Service Director, Tyler [redacted].

Initial Business Response /* (1000, 6, 2015/08/24) */
On 12/25/13 the client came into the business wanting to trade out of a vehicle he had bought at another dealership. He was saying he wasn't happy with it because of the gas mileage on the v8 and as long as we could get to the same payment and a...

v6 on a new vehicle he would be happy. So my Salesperson Went out to search for the perfect vehicle and found the perfect vehicle located at another dealership. We then worked out all the details as far as numbers agreed upon and payments over the phone and told him we would call him when the vehicle came in so he could plan a trip down to Fargo to do paperwork and pick up his new vehicle. He then came down when the vehicle came in and everything was ready to go he then went into the office with my business manager did all the paperwork and was happy then came back out went through the whole vehicle to make sure he was completely satisfied everything was what he wanted.
Then on 7/11/14 he contacted my salesperson asking for an older vehicle to lower his payment very specific on what he wanted and we didn't have anything for him at the time so we had told him we would keep an eye out for something that was close to what he was looking for. He then found a vehicle down south that he wanted but when he tried to trade he owed to much on the vehicle he was trying to trade. He then called us to try and have us buy the vehicle and sell it to him thinking we would pay more for the trade but that wasn't the case. He then got frustrated thinking we weren't doing our job. We are big into customer service and told him we would do what ever we could to help him out but when we discussed what we could do he didn't have the cash down to make it work. He then started swearing at us over the phone because of frustration. We have done everything we can to keep the customer happy but unfortunately he is trying to lower his payment after purchasing 2 vehicles from 2 different dealers very soon after buying them with putting just 1st payment down rolling in tax,title,license and the negative equity from the first vehicle into the second then extending the term out as far as he could to keep his payment were he needed it.
I have talked to the customer personally a couple of times trying to keep him happy and make something work but without cash down or trade equity there was nothing I could do as of now.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I have NO problem making my payments. Then, I never requested an extended term. I never talked to no business manager until after I found out about the extra amount added to the price of the 2014 Durango. I talked to this man that's answering the complaint 2 times on the phone only after his salesman refused to answer my calls and messages. He twice told me that it was my fault for not reading what I was signing. He is totally lying about me swearing. I asked several times for a general manager to complain to, but was transferred to this man who was the used car manager and called himself general manager. I traded in a 2009 Chrysler Aspen with seating for 8 and a 4.7 v-8 engine. I told his salesman that I was not happy with the size of this new Durango and it was he that suggested I trade it in for a used Chrysler Aspen that they were going to look for. I found one in South Dakota but they would not help me get it . When I tried to trade my 2014 Durango in is when I found out about the extra $5,500.00 that his salesman added to the price of the new Durango. This is what my whole complain is about. The salesman extended the term of payments on his own without asking or even telling me , just to lower and to keep repeating that my payments were going to be $50.00 less for the new one than for the trade in. The price, payments or term were NEVER discussed because the salesman and the finance manager knew what they were covering up. I repeat, I would have NEVER bought this 2014 Durango if they would've told me that they were going to add the $5,500 to the new vehicle. This man that's answering the complain has never said or offered anything to help or satisfy me. All he has ever said to me was that it is ALL in writing and that I should have read what I was signing. It was NOT as quick as this man is trying to make it sound like. They kept me there until almost 5 o'clock so to make me sign all paperwork in a hurry with the shortest of description of the forms I was signing. This manager that is answering my complaint had nothing to do with the sale of this vehicle. He was the used car sales manager and was only brought in after I asked for a general manager for a complain. They are all in the same office and will cover for each other . I was told by an old attorney friend of mine that they will go to any extent to sell a car. If they would have told me that one of those forms I was signing was to authorize the adding of "negative equity" like they say, I would have stopped there and never bought the 2014 Durango, and they know that as a fact. Everything they all did was, now clear to me , to cover up the adding of the $5,500 to the price of the new vehicle. No one in they're right mind would take a deal like that, and they know it very well.

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 license. Balance owed $1507.92 (see Day County receipt)Tax collected $1391.16Registration collected $200.00Refund owed $83.24 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 transaction. Thank you, Wendy [redacted]Corwin Toyota

Business response received via e-mail to Revdex.com: "This customer came and leased a truck from us on 9/22/2016. He had a BMW lease that he was over on his mileage by 36000 miles. We appraised his BMW and it was cheaper for the customer to just hand it back to BMW. Corwin called BMW to find out what...

it would cost to hand it back due to miles on the car and they told us around 8000 dollars. At this point the customer is still responsible for any damage that his car has because of the lease contract with BMW that he has. The customer states he didn’t know it was to be turned in to BMW and thought it was a trade, but on 9/22/2016 the customer himself tried to turn the car back to Valley Imports not knowing that the dealership didn’t handle BMW. At this point we were giver the customer back 8000 dollars to pay BMW for the excess mileage, but the bank was requiring him to put 4000 dollars down to get the loan. At which point the customer said to just give him a check back for 4000 dollars instead of 8000 dollars and he would take care of the rest. At no point did Corwin agree to trade in the BMW or pay for any of the damage to the car to BMW. Corwin even put the car on a trailer and brought the car down to a BMW dealership in Minneapolis for the customer at NO charge. Francis [redacted]General Manager Corwin Chrysler Dodge Jeep ###-###-#### Store###-###-#### Direct###-###-#### Faxf[redacted]@corwinauto.com"

Initial Business Response /* (1000, 5, 2015/08/11) */
First off we would like to say thank you for bringing this to our intention. Second we have have be in contact with this customer and have refunded all of her money, and have sent the part which the customer has. A rental car was offered to be...

paid for while the customers car was in a different party shop as well. We have made some improvement to our staff and process in our shop to elimante this from happening.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Follow-up response received via fax to Revdex.com, dated 7-5-16 -- scan is attached: "July 5, 2016 REF: [redacted] In response to the complaint: we do strive for customer satisfaction; however we know that in rare occasions we will not be able to please every individual. We are saddened to hear that Mr [redacted] had an unpleasant experience but feel that we have completed all obligations regarding this sale as the vehicle was sold 'As-Is.' To clarify the $199.00 that Mr [redacted] is referring to in his complaint is an administrative fee. The Taxes and Licenses just happened to be $199.65. We advertised the vehicle as a 'mechanic's dream' and disclosed all information to the customer that the vehicle was inoperable. Sincerely yours,Linda [redacted]Manager"

Business response received via fax to Revdex.com, 6-22-16 -- scan is attached (including copies of "as is" disclosures, etc.); text of accompanying letter reads as follows: "June 21, 2016 Revdex.com of Minnesota and North Dakota220 S River Ridge Cir.Burnsville, MN 55337 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 motor. Also attached is the Buyer's Guide stating AS IS - NO WARRANTY. The $199.00 that Mr [redacted] is referring to is for the Taxes and Licenses. we figure taxes and licenses separately and after all is done we refund any money collected back to customer. In this case we collected $199.65, less $84.65 for taxes, $86.00 for license and $4.50 for Branch fees leaving a balance of $24.50 which was refunded with check 507616 on February 9th, 2016. We advertised the vehicle as a "mechanic's dream" and disclosed all information to the customer that the vehicle was inoperable. Sincerely yours, Linda [redacted]Manager"

Vehicle was brought in for a t47 recall. The recall requires the removal of the drivers air bag inflator and checking 2 wires in the steering wheel and installing a protective sleeve over these wires. This recall and disconnecting the...

battery to perform the recall has no bearing on the coolant system. These 2 systems are totally separate from one another. Installing the protective sleeves on the wires and disconnecting a battery will not cause a heater core to plug or a replacement of a radiator. Performing the recall also will not cause fog lights not to be operative for they as well are not part of the air bag system or by disconnecting a battery. Any inspections done during routine oil changes do  not include testing a heater core. These are located behind the dash and requires special equipment to check for flow and heating performance. Regarding the check engine light, this light can come on for many reasons and would require diagnostics to see the cause of the light.

[redacted] is an ex-employee from Corwin Honda in our Express Lube department.  He was terminated after he got a hold of our helium tank and decided to huff the helium.  After this he passed...

out and cracked his head open on our concrete floor.  He then tried for workers compensation and was denied. I have not heard from [redacted] since January 11th when he signed this letter.  I later found out that he has been calling our dealerships trying to track down [redacted] Corwin and making our receptionists uncomfortable.  Since an agreement was reached between [redacted] and I we decided as a dealership to ban him from our dealerships.    Also when we did remove his engine from the vehicle there were markings all over the engine.  So someone has had that engine out and has worked on it in the past.  So with all this being said we at Corwin Honda believe that someone or [redacted] has tampered with this vehicle and he is trying to make it look like it is our fault so that his vehicle will be brand new.  I believe our dealership has went above and beyond to help [redacted] out and done with this matter.  Shane [redacted] **Revdex.com NOTE: Text above refers to "this letter" -- letter is attached as PDF.

There is no way to show that after 2000 miles that a oil filter was improperly installed, after that many mile any problems at that time would be something else effecting the performance of the filter. Whatever happened after those many miles that caused the vehicle to start using or...

leaking oil would have nothing to do with the service that was performed here at Corwin Toyota. If the filter was improperly install and was leaking to the extent that the customer states it would be leaking right away. For everything to be working properly until almost 2000 miles with no problems. Then to be down 2 quarts and 1 hour later another 2 quarts leads means something happened to the vehicle at that time and not a problem from it's last service.

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

I am going to forward this on to our Service Director, Tyler [redacted] @ [redacted] to respond. Thank you.

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 either. He did purchase the...

vehicle as is, and he signed multiple forms acknowledging he understood the vehicle is sold as is. Matt tried to reach out to him today December 8th, 2017 and left a voicemail for a call back to see if we can possibly trade him into something else and help him out.