Crown Buick, Inc.

We regret sincerely that *** *** experience with our dealership was less than satisfactory. After carefully reading her complaint, there seems to be two main issues: that the offer was "higher than the original quote" and 2. that our F&I manager Don L***
claimed "first he must run my credit" prior to looking into why the numbers in the quote changedWe would like to address each issue separately. Issue #1: We absolutely acknowledge that the numbers that we quoted *** *** did change. There is a very simple and innocent explanation for this. She has an address in Houston, and we had discussed titling and registering the vehicle at that address. There was some confusion on our part as to what the exact fees and taxes would be, as we don't do a lot of deals in Texas. We are sorry for any confusion that this may have caused. We do believe that we were ultimately able to determine the proper amounts to collect, and this was explained to *** *** as soon as we became aware of the issue. All figures were ultimately corrected and discussed with *** ***.Issue #2: Our F&I Manager, Don L***, had several conversations with *** *** about her financing options. Prior to reviewing her credit and submitting any loan applications on her behalf, MrL*** received written approval from *** *** in the form of a signed and dated credit application. We have retained a copy of this application in the deal folder, which is securely stored at our dealership. It is our sincere belief that all of MrL***'s actions in this matter were fully authorized and understood by *** ***. At no time did MrL*** insist that her written consent be provided before he would "look into" the change in figures. We believe this to be a disingenuous mischaracterization of the events of the matter. We are unable to remove any such "hard inquiry" as we have no control over the actions of third party credit agencies. Further, it is our sincere belief that all inquiries made into *** *** credit in this matter, were 100% legitimate and fully authorized by her. In closing, while we sincerely regret that *** *** is unhappy with our dealership, but we are unaware of any reasonable action to be taken in this matter

I have had an opportunity to investigate *** ***'s complaint. We do not dispute that our Parts Employee, BJ, failed to inform *** *** of the need to reprogram the remote. This was an oversight on his part, and something that we would classify as an honest
mistake. After reviewing the Repair Order and the Parts Invoice, I am satisfied that it was perfectly reasonable of our staff to expect *** *** to pay for services rendered, and furthermore, there does not appear to be any dispute as to the quality of those services. The replacement remote appears to be in good working order, and it was properly reprogrammed to match her Regal.That said, in the spirit of customer satisfaction, we are willing to reimburse *** *** the labor charges totaling $after tax. I would ask that *** *** please advise us as to whether she would prefer the reimbursement in the form of a check or a refund to her credit card. If she would prefer to be refunded on her credit card, we will need to once again obtain her account information as we do not retain that information for privacy and security reasons. Please advise as to how she would prefer we proceed with the reimbursement. Regards,Larry O***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12174696, and find that this resolution is satisfactory to me.
Regards, The dealership can mail a check to my address on record Thanks Revdex.com for your prompt attention to this matter
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12468321, and find that this resolution is satisfactory to me.
Regards,
*** ***

It is our intention to refund the customer 100% of the purchase price, thereby rescinding the sale in its entirety. We are in the process of contacting the customer to make this happen as quickly as possible. We will cover the cost of the transportation back to our dealership, as
well. Once we are in possession of the vehicle and verified its condition, we will send payment to the customer