Crowley Buick-Oldsmobile, LLC

Website Complaint Response:
Mr. [redacted] left our employ for personal reasons . Upon being made aware of Ms.[redacted] situation . I personally processed her full refund . rd
3/28/2014 11:54:58 AM

Complaint Information:
3.75pt; text-align: left;" valign="top"> CUSTOMERS REFUND WAS RETURNED AND PROCESSED FOLLOWING OUR COMPANY POLICY. WE VERIFY ALL FUNDS BEFORE RETURNING DEPOSITS [redacted]

We executed a contract , clearly stating deposit on special orders is  NOT  refundable in   20 point bold red type front of contract
We informed customer car was ready for delivery .
We bought the...

car at the customers request.  No portion of deposit can be refunded.
 
Ryan D[redacted]
General Manager
###-###-####

Complaint Information:

...


I will be happy to explore the customers options with them . we will send paperwork for items customer states they do not have copies of

Complaint Information: it is difficult to respond to a complaint with accusations and inaccurate information . without giving out to much information about this purchase the customer financed $19980 including tax, conveyance fee & reg . if the customer takes her contract to term making all...

payments she will have paid $23882. I will be happy to go over the contracts with the customer personally to help them understand the documents they signed . ryan d[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me however my deposit was refunded.
Sincerely, [redacted]

From: Dennis B[redacted] Sent: Tuesday, March 27, 2018 4:28 PM To: [redacted] Subject: Crowley Kia Complaints On complaint # [redacted],  This customer is actually coming in today to buy the car in question.

Complaint: [redacted]
I am rejecting this response because:
I cancelled  prior to processing 
I was promised the refund for the deposit 
I did not sign necessary documents to complete the process
I never took possession of the vehicle
The car is not registered, titled, or insured 
The Crowley team, whomever this may concern, operated in a very unethical, dishonest, unprofessional, and deceitful manner.
I would like Crowley to resolve this matter in the way that basically follows what they advertise, great customer service.  I was under the impression that it was their mission to simply make their customers happy, and if not, Ken C[redacted] wanted to know.   One would believe this would include providing professional, ethical, and quality services to those that walk through the dealership doors.  I find it hard to believe that I have to go through all of this. I'm not happy at all, nor have I been treated with respect, or dealt with in a desirable manner.  I understand the ultimate goal of the business is to sell, but is it to sell at ALL costs? To ruin families lives, put them in financial strain, taking advantage and totally disregarding the customer in the process? It seems like to those involved feel they have a corporation to stand behind and with that the ability to evade the details that will resolve this matter.  I would like Crowley to resolve this by honoring the cancellation, and providing the refund. This will make me happy!
Sincerely,
[redacted]

The matter of the story is that the deep scratch  came after I literally bought the car and had not taken it off the lot yet. I picked the car up days later to see this deep scratch that at least 4 Crowley Kia employees/manager knew nothing about when I picked the car up to take home. The manager of Crowley Kia said the pen would fix the scratch so I brought the car back the following week and the pen did not fix it not even a little bit. The manager warned me that the pen might now fix it because the scratch was to deep and that there was nothing else they were going to do to fix it. When I first pointed out the deep scratch to one of the salesmen the day I picked the car up he immediately said he was going to the detailer to see if he knew anything about the scratch.  I texted the original sales guy about the scratch and I got no reply from him. And both managers I spoke to knew nothing about the scratch but still said the only thing they were going to do is have the detailer use the pen that they both said may not work because the scratch was deep and it didn't. At this point all I ask is that they pay to fix the deep scratch that is very obvious when looking at my beautiful car.      Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

This transaction and contract  was fully executed on Saturday November 28th , 2015 .
Crowley does not have a cancelation policy after a customer has purchased a vehicle .
Ms. [redacted] did sign all necessary documents  .
The car is titled only  and lein perfected . 
Ms. [redacted] also signed an agreement to provide insurance and her lender is entitled and  likely to purchase her insurance and charge her for it.    I mention  this as a courtesy ONLY.
Again I will be happy to take Ms. [redacted] car in on trade for another car for the $15991 we sold it to her for . 
 
Sincerely ,
 
 
Ryan D[redacted]

We are installing  the requested back up system . We will honor what we promised and put in the correct back up camera . Thank you

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

We are installing  the requested back up system . We will honor what we promised and put in the correct back up camera . 
Thank you

Complaint Information:
text-align: left;" valign="top"> THE SELLING PRICE WAS 18900, THE CUSTOMER REQUESTED ADDITIONAL ITEMS BE COMPLETED BY THE DEALERSHIP . WE CHARGED HER THE AMOUNT OF THE WORK. UPON HEARING THE CUSTOMER OUT I DETERMINED WE WOULD BE RESONSIBLE FOR COVERING ONE OF THE ITEMS . I CUT THE CHECK TO THE CUSTOMER FOR $625 AS AN ACT OF CUSTOMER SERVICE . NOTHING ELSE HAS BEEN PROMISED IMPLIED OR OWED AS THE $625 WAS IN THE SPIRIT OF CUSTOMER SERVICE.

I have called the customer to try and rectify.  I will be happy to clean the car and handle any service issues .  As far as equipment goes the car was sold as it sat and the customer looked at , drove and had time to inspect the car .  any further request should have been handled at...

time of delivery as to the actual equipment that was in the car .   please call me at ###-###-####  Ryan D[redacted] General Manager Crowley KIA

Website Complaint Response:
The spare tire kit advertised on the website is a jack and a tire wrench... the kit the customer was given a price for also included the tire and the rim. this customer also entered into a fully executed contract, we did everything that the customer asked...

of US . The customer stated to me that he had other expenses and wanted to wait after we had his unit prepped and ready for delivery I told the customer since we had incurred delivery expense , I would follow our policy of making his deposit avail for credit in any of our sales , parts or service operations as it clearly states in bold font red that there are no refunds of deposits. The letters from the banks are the FTC adverse action notices required by law from the individual banks that we set his application to. **
5/5/2014 1:40:48 PM

Both our General Sales Manager & Used Car Director sat with the customer in addition to Camerin and told him that we were buying this car for him and him only and that the deposit was non refundable  . 
On the purchase order it states in RED no refund of deposit .
We purchased the car at the customers request and incurred losses above and beyond the deposit amount.
We will not be able to return any portion of the customers deposit . 
 
Ryan D[redacted]

As a courtesy I have decided to unwind this purchase and return all deposit monies . The request for the deposit refund has already been processed . The only thing that will show on the credit is the inquiries from us and our banks which we did at Ms. [redacted]'s request . She will need to sign official cancelation requests for the extended products to finalize other than that we consider this case closed . Ryan D[redacted]

Complaint Information:
3.75pt; text-align: left;" valign="top"> when ms. [redacted] appt was made the car she had inquired about was available . I can not speak to much more of the transaction other than once a customer selects a car we do what we can to help them obtain financing . I am not sure why the consumer would have filled out a credit application if we were not at that point in the transaction . the car she was coming to see was sold earlier and not available. we attempted to offer other selections . the customers credit was not run without permission. the customers info has been passed on to mr [redacted] and he can always be reached [redacted]

What they are still not acknowledging is that they knew of almost $5000 worth of repairs and didn't tell me when I asked and if I bring it in for a trade-in, I am sure it won't be nearly what I paid for and also I lose close to $1000 in other fees from the van purchase, so it is a win for them and lose for me :(
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]