Credit King Auto Sales, Inc.

RE: ID *** *** ** ***I am writing in reference to the above referenced complaintI have attached a copy for your easy referenceI am very disappointed in this complaint unless it was submitted prior to my discussion with the customerMr*** is a mechanic for the Department of
*** and is also a member of the Association of *** ***As such, when he purchased his vehicle, he wanted to get the benefit of the *** *** Rebate Ford Motor Company offers to qualified individuals.In order to claim the rebate, the customer is required to register at a Ford's id.me Web site and get a certificate numberMr*** did not have his certificate number when he purchased his vehicle so we reduced the price of the vehicle by $500, the amount of the rebateHe was never able to provide the certificate because he does not qualify for the rebate because he is not a "*** ***" according to Ford Motor Company guidelines to receive the rebate which are clearly posted on Ford Motor Company's Website.I discussed the matter with Mr*** and told him we did give him a $reduction in the sale price of the vehicleI also told him that his membership in the Association of *** *** is not germane to the rebate and only if you can get the certificate from Ford are you eligible, which he was not able to doAfter we discussed the matter, and his very negative review on Yelp, he said he understood and would correct his review of us on Yelp.If you need any additional information, please contact me directly.Very truly yours, Cowles ParkWayFord Donald JH*** General Manager

Complaint: ***
Thank you for providing the business’s response to our
formal complaint, dated 5/27/16. We are confused
as to why the business has decided to respond now, nearly a year later, considering this matter has since been
resolved thru the Attorney General of Virginia.
Due to the business’s misrepresentation of the facts, we
have "rejected their response,” as this was not an acceptable response
then, nor would it be now. It is also
not the truth of the final outcome.
In the latter portion of this letter, we will provide an
update, and explain the final outcome of this dispute.
Discrepancies in the businesses’ response:
1. The truck we
purchased is not a Diesel engine, but gasoline.
Although we do not feel this is at all relevant to any of the concerns we
presented
2. When we test drove
the truck on Saturday, 10/03/15, the gas light was on, and had only enough gas
in it to drive to a ***; which was less than a block away, and back
again. As stated in our original
complaint, in regards to the mechanical issue, "this was an obvious
problem that anyone could've recognized if driven over 50mph." Therefore, it is our belief that the lack of
gas was intentional to ensure consumers would not recognize the known
issues. There were also cosmetic issues
that had clearly been neglected as well.
We also recall, during our test
drive, seeing a sticker on the vehicle that read, "vehicle not for
sale;" which puzzled us. However,
it was clearly being advertised for sale on ***, and being shown by
their Salesmen. We feel it would be safe
to assume now, that this vehicle had not been thoroughly evaluated or that it
was ready to be sold to the public
3. We elected to
purchase the vehicle, after previewing it on Saturday, 10/03/15, based on
promises made by Cowles Parkway Ford, along with the guarantee that it would
look like new. Our decision to purchase
was contractually conditional
4. When we came to
retrieve the truck and finalize the paperwork a week later on Friday, 10/09/15,
the truck was not as promised on the "we owe slip." MrH*** claims this was because the
Contractor was not available to finish the work because he didn't work on
Wednesday. However, this is false.
First and foremost, we had waited a
week after purchase and, were specifically told the "we owe slip" had
been completed, and the truck was ready for pickup on Friday, 10/09/15. When we arrived, however, the most obvious
dent was not repaired, as promised, nor the large scratches which were caused
by their removing the black rubber from a previous camper shell, along with
many other issues
Secondly, as stated in my original
complaint, I was specifically told by their Technician (Extreme Customer
Collision), alongside **Carlos R*** (Sales Manager), that "he knew this
one would be a problem because Mo (Salesman) had pointed out the only areas of
the truck body he was willing to pay for."
This enlightening detail was given Monday, 10/12/15, the same day we
requested to terminate, due to "breach of contract," and were
instead, forced to bring it to their Service Department for evaluation. Therefore, it is clear that Cowles Parkway
Ford had no intention of keeping their contractual agreement
5. Mr. H*** stated that had we brought this to his
attention, he could have helped us earlier.
However, when I returned the truck on Monday, 10/12/15, I specifically
asked to speak with the person who could make decisions on terminating our
contract due to the "we owe slip" not being completed, as well as the
mechanical issue which presented itself as soon as we drove it off the lot that
Friday 10/09/15. It was his staff who
misdirected me to speak with Carlos R*** (Sales Manager)
On 10/12/Carlos would not allow us to terminate our
contract, due to their being no "cooling off period," and required me
to take it to their Service Department, stating that although we wanted to
terminate, either way the truck would have to be evaluated. It was thru this avenue, they then, finished
the "we owe slip," against our wishes. As we had made it abundantly clear, prior to,
that we wanted to terminate due to "breach of contract," and have our
$10,deposit check returned -- all of which had yet to be processed
When we were to return the loaner truck provided, and
retrieve the repaired truck we were forced to keep, I was informed by Carlos
R*** that the Salesmen involved had been reprimanded. So, contrary to **H***s persuasive
letter, foul-play was obviously involved
A month later we decided to take action and file complaints,
as well as review the dealership on social media sites. This is something we forewarned them we would
be forced to do. Had their
professionalism and integrity been what it ought to be, along with our
experience, we would have never taken time out of our busy schedule to file a
complaint with the Revdex.com and/or the Attorney General. We found it absolutely necessary to not only
protect ourselves, but to make other consumers aware, and notify the proper
authorities
When MrH*** reached out to us on *** in early-December,
after speaking with his staff, he only patronized us further by requesting that
we bring the truck in for him to inspect the issues we were having, full-well knowing
the repairs has been made against our wishes
However, this does not negate the fact that:
1. Soon Eam (Internet
Sales Consultant) blatantly misrepresented the condition of the vehicle by
stating in an email, that it had "no dents, scratches or things like
that," when it clearly did. (Please
refer to original complaint with a copy of his email)It also clearly had
mechanical issues
2. Cowles Parkway
Ford had not fulfilled the "we owe slip" at the time we requested to
terminate our contract. Thus, there was
breach of contract
Under Virginia law, any deception, fraud, pretense,
and misrepresentation made in connection with a consumer transaction is a
violation of the Virginia Consumer Protection Act (Virginia code
59.1-200). Furthermore, any person who
suffers loss as a result of a violation of the Virginia Consumer Protection Act
shall be entitled to recover three times the amount of their actual damages,
plus reasonable attorneys' fees and court costs
** UPDATE: 06/02/
After sending a counter-response letter to the Attorney
General of Virginia, verbatim of the above, Cowles Parkway Ford contacted us
privately to inquire as to whether we would allow them to buy-back the
vehicle. They stated, "We make
money by selling vehicles, not by going to court."
After all of the stress this dealership put our family
through, we were delighted they were finally willing to make restitution. It was apparent to us that Cowles Parkway
Ford had finally accepted responsibility for their actions, and wanted to avoid
litigation.
Ultimately, they bought-back the vehicle at our full,
purchase price. Please see attached our
signed mutual release, dated 3/01/
Our dispute with the Attorney General of Virginia was closed
as of 3/11/16. Please see attached letter from the Attorney General of Virginia
We would appreciate Cowles Parkway Ford accepting our response, the truth, so we can get on with our lives. We would also appreciate the Revdex.com closing this
dispute
Sincerely,
*** & *** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I am writing in reference to the above referenced complaint. The complaint makes reference to a sale we made of a vehicle to another customer for which a deposit was made.In the instant case, according to the complaint, [redacted] he came to the dealership Wanting to purchase a used vehicle and...

asserts We requested and accepted a deposit in the amount of $2,500, he signed the buyer's order and said he would return the next day with the remaining funds to finalize the transaction.As a matter of policy, we will not hold a vehicle for someone. All too often a customer will want us to hold a vehicle and they would have no obligation to show up and actually consummate the transaction. We schedule appointments everyday and the reality is, if 65% of those appointments actually show up, we are doing a very good job.Until a vehicle is paid for or we have a cashable contract and the vehicle leaves the lot, there is no transaction. In [redacted]'s case, if he had given us a deposit and decided he didn't want the vehicle, we would have no recourse other than to return his deposit because we don't accept non-refundable deposits, with the exception of a factory order on certain Vehicles.I am truly Sorry [redacted] was not able to purchase the vehicle when he was here originally. The fact of the matter is, we can't hold a vehicle for a Customer. We have returned his deposit but will not pay any penalty for him not purchasing the vehicle.If you need any additional information, please contact me directly.Very truly yours,Donald H[redacted]General Manager

I am writing in reference to the above referenced complaint.The complaint has ultimately come to me as the general manager of Cowles Ford, Inc. however it was addressed to a [redacted], a previous general manager that hasn't been here in over three (3) years. I have written to the Better...

Business Bureau on multiple occasions asking the address be updated with my name so any issues come to my attention as quickly as possible so I might address them timely.We are always doing our best to take care of the customer. Sometimes we can't make them happy but we still try. Sometimes customers have buyer's remorse and decide they don't want a vehicle after they purchased it and find any and all reasons to try and back out. [redacted] is in real estate where there is a three (3) day "cooling off period" which we don't have in our industry in the Commonwealth of Virginia.| can state very clearly we certainly would never defraud a customer as has been alleged in the instant case. We did not sell a vehicle that had the known issues referred to in the complaint.We perform a detailed used car inspection when used vehicles are acquired which includes a Virginia state inspection and an emission test. In the instant case, as a result of our used car inspection, the items we found and corrected included the following:Oil & Filter Change Replace serpentine belt Removed running boards Replaced 4 tires Performed alignment Replaced cup holder Replaced cabin light Replaced brake light. Related to the drive train issue, if the vehicle did not exhibit any issues related to the drive train when the used car inspection was performed, there would be no expectation there would be problems with the drive train. The vehicle at issue is approximately 7 years old but as a diesel engine, it only had approximately 84,000, which is fairly low for diesel engines. If there had been drive train issues during the used car inspection, the technician certainly would have brought it to the sales department's attention because they have a vested interest in insuring all needed work is performed, that's how they get paid.There were apparently no power train issues with the vehicle when **. & [redacted] test drove the vehicle as part of the purchase process. In addition, based on the condition of the vehicle when they purchased it, if they had an issue with the dents and scratches, they could have elected not to purchase the vehicle, however, they did.We absolutely exceeded reasonable efforts to try and make **. and [redacted] happy. As stated earlier, it is always our goal to take care of the customer and indeed we tried very hard, I am disappointed the matter has come to this point.I can't comment on the issue with the paint **. & [redacted] are referring to in their complaint because I have not seen the vehicle. I can only rely in comments made to me by my sales consultant, my sales managers and the owner of Extreme Customer Collision. I requested [redacted] bring the vehicle for me to look at it and she declined.According to my sales department, there was a small dent, about the size of a fist in the driver's side door and another dent on the pillar to the left hand side of the cab in back where a camper or shell had been attached to the bed of the truck. There were also several scratches that either had been touched up prior to the vehicle being traded in to us or needed to be touched up.We provided the customer a “We Owe" (copy attached as "Exhibit A"), which clearly stated we would repair dents, paint four (4) places that had been painted or touched up, clean the black rubber (presumably from the camper) and a couple of other minor items.The customer purchased the vehicle on October 3, 2015. They left the vehicle with us to install the spray in bed liner and get the minor dents and scratches taken care of. We had the spray in bed liner installed and had the scratches taken care of prior to the customer coming back to pick the vehicle up on October 9, 2015.The dents were not taken care of because the contractor we use for that work is only available on Wednesday and he did not complete the work the week before so we asked the customers to return the vehicle the following Wednesday, October 14, 2015. The customer was also unhappy with the quality of the scratch repairs. The customer took the vehicle on October 9, 2015 and on October 11, 2015 they started to have issues with the drivability of the truck and they wanted to return the vehicle and rescind the deal. Keith F[redacted], one of our sales managers requested they bring the vehicle in on Monday so we could look at the issues.[redacted] returned the vehicle to the dealership on Monday, October 12, 2015 and we provided her a 2013 [redacted] to drive until we could diagnose the cause of the power train issues.We drove the vehicle multiple times trying to get the vehicle to present the issues the customer had experienced. My shop foreman was finally able to get the vehicle to display the problems once we got as far away as Dumfries, VA, approximately 10 miles from our location. After running diagnostic tests, we replaced the coils on cylinders 1, 2 and 4. The shop also performed a fuel induction service and replaced all the spark plugs at that time.While we had the vehicle, because [redacted]s was not happy with the paint repair we had done, **. Carlos R[redacted] had the vehicle taken to [redacted] to have the vehicle refinished in the areas that needed to be repaired. Based on representations made to me by the owner of [redacted], the items at issue were really little more than door dings and scratches that happen all the time. This vehicle is a 7 year old and door dings should be expected. That being said, we agreed to fix the scratches and door dings as part of the deal. [redacted] repaired the dent in the bedside but also re-finished the bed side, the tailgate and the cab,Smaller dents were repaired on October 14, 2015 by [redacted]. These are dents that can be repaired without putting the vehicle in the body shop and which require only small amounts of touch up paint if at all.We completed the repair of the drive train of the vehicle, we performed all tasks we had promised on the “We Owe" slip and the customer picked up the vehicle.We had the vehicle detailed again and made sure it had a full tank of diesel fuel when the customer picked up the vehicle.Based on representation made to me after the fact, everyone thought [redacted] was happy with everything we had done.We performed all the work in the "We Owe" and in fact went above and beyond by having the issues not just touched up but painted. I did not hear anything related to the issues with the vehicle prior to the customer writing a negative review on [redacted] which resulted in a response from me asking them to contact me so l could discuss the situation.On December 1, 2015 I received an e-mail from [redacted] following up on my comment to her [redacted] review them to contact me. She stated in the e-mail to me she wanted to return the vehicle and have her deposit refunded,My response to her was to let me look into the situation and see what the issues were and I would get back to her. I told her it would take a couple of days for me to complete my research.[redacted] responded she appreciate me getting back to her and also advised me she had filed a complaint with the Revdex.com as well as the Attorney General's Office. As I got the complaint, 1 can see it is actually dated 11/28/15.I then responded to [redacted] what my understanding of the issue(s) were and she stated my understanding was incorrect. I asked her to please bring the vehicle in so | could look at the issues and see what the problems were. She declined and said I would be hearing from her attorney.Our goal has always been to try and make the customer happy. As I stated there are times when we can't no matter how hard I try. If she had contacted me when she picked up the vehicle after the repairs had been done I would have had an opportunity to try and make her happy. Even now, she refuses to allow me the opportunity to inspect the issues she has had.It would appear the only way to make [redacted] happy would be for me to re-acquire the vehicle from her. Filing complaints with the Attorney General, the Revdex.com and threatening me with legal action is not something 1 find conciliatory. I certainly have no legal obligation to re-acquire the vehicle and after being accused of fraud am that much less likely to do so.If you need any additional information, please contact me directly.