Custom Garage Door Incorporated

Complaint: [redacted]
I am rejecting this response because: That is not what the TV commercial on Channel 5 San Antonio said.  It said a "lifetime warrantee on all pre-owned vehicles."
Regards,
[redacted]

Let me first of all apologize for the delay in handling your request. My understanding is that you would like to cancel the application of an appearance package that was purchased at the time you purchased your vehicle from our store. I am happy to assist you in that matter and will have that...

processed today. The second part of the request was that the refund was to be sent to you directly, since your bank had paid off the loan. We were having problems verifying that. I just spoke with your bank, Randolph Brooks Federal Credit Union and they are showing a balance of $15,657.57, so I assume that you are still making payments on your car. I am required, by law to send the refund as a result of this cancellation to your lien holder. This will reduce the balance you owe on your vehicle by the amount of the cancellation of $1798.00. If this is acceptable I can have this out today. If you believe that your bank has informed us incorrectly, I would need written documentation showing a balance of $0 due on your automobile loan.

Mr. and Mrs. [redacted] did come to our dealership on Monday morning, February 8, 2016. Before coming to the dealership Mr. [redacted] called the dealership and spoke with [redacted] Dillon at about 10:00 am. In looking in the notes of the conversation and in speaking with [redacted], Mr. [redacted] was basically...

interested in finding out whether a particular vehicle stock number 14831 was in stock. [redacted] asked if she could send him some information, but he declined, stating that he had already done his research on the vehicle. He further stated that although he would need to speak to his wife he would like to come by the dealership that afternoon. There was according, to [redacted] no discussion of pricing and there is no evidence of a price quote going out on that record. Mr. and Mrs. [redacted] arrived at the dealership at about 11:15 am. They spoke with a salesperson named Devin [redacted]es and asked to see a 2015 Hyundai Sonata. They told him they had a particular one and mind and Devin went to retrieve it. Although the one they were interested in was being shown at that time, Devin brought up a similar Sonata and they went on a test drive. When they got back, Mr. [redacted] indicated that he was interested in purchasing the Sonata. Devin is a brand new salesperson and as such we do not allow him to work deals when it comes to negotiation, so [redacted] our sales manager entered the deal to present figures to Mr. and Mrs. [redacted]. According to Mr. [redacted] our pricing was way off, in that we were presenting numbers showing a $6,000 savings and he was expecting a $12,000 savings. [redacted] tried to explain that this was impossible; however he stated he would try to find out what was going on. At this point I happened to be in the Hyundai store, so while [redacted] was explaining the problem to our General Manager, [redacted], I was contacting the IT department to see if there was some calculation problem showing up on the internet. While we were waiting for answers, Mr. [redacted] came to the sales office and asked for his keys, stating that the discount he was looking at had changed and that he was ready to leave. [redacted], the sales manager went to talk to Mr. [redacted] first, the conversation was very one sided, Mr. [redacted] was beyond upset, which was understandable at this point, so I asked [redacted], the General Manager to intervene to see what could be done at this point. I wanted [redacted] to explain the problem and see if there was any way to improve the deal by adding more value. Mr. [redacted] was not listening to anything at this point. The most that [redacted] could do was try to explain the problem, apologize and try to determine if there was something he could do to compensate Mr. [redacted] for his time, and although he did offer an apology on three different attempts, I am quit sure Mr. [redacted] never heard anything [redacted] had to say. Like the conversation with [redacted] this conversation was very one sided. With this in mind, our dealership is one that prides itself in transparency especially when it concerns pricing. We have processes in place that allow the Senior Sales Manager to know any advertized price, so that when he works a deal the advertized price shows as the default on the pricing worksheet. In that way when a customer comes into the dealership, the default is always the lowest price whether that customer knows there is an advertized price or not. This is certainly much easier to accomplish when we are talking about an ad in the newspaper, radio, television or direct mail. It is however harder to accomplish with ads that might be displaying on the internet. We have six full time people that handle an inventory that often times exceed 1000 units. There discounts that come from our store and specials that feed from the manufacturer. There are also rebates and financing information that feeds from the manufacturer. These offerings are sometimes regionally based, and sometimes they are nationally based. These calculations are all fed on a model by model basis and are updated several times each day. There are an enormous number of calculations, checks and rechecks that have to be performed continuously, in order to have a specific make, and a specific model, and a specific color, with specific equipment at a specific price display correctly at all times. Some of this work is automated; however some of the work has to be done by our personnel. Our IT department tells us with that many variables it would not be unusual to expect a 1% to 2% exception rate at any time. Because of that and because we wanted to ensure transparency we include a disclaimer on each pricing page that states the following: •  Some of the photos may be stock photography. Actual colors, options and accessories may differ on the specific vehicle you select. •  All prices shown exclude taxes, title, license and other fees, Prices do not include dealer charges(which may vary by manufacturer or region), or other costs for selling, preparing, displaying or financing the vehicle. Dealer will not honor pricing errors displayed here. Options, pricing and availability subject to change. •  Prices reflected on this web do not include taxes, title, license, registration fees, documentation fee, and any other fee required by law. Prices may include current promotions, incentives, and/or bonus cash. It is the customer's sole responsibility to verify the accuracy of the price with the dealer. All prices, specifications, and availability are subject to change without notice. Please contact dealership for latest pricing. •  While every effort has been made to ensure the display is accurate, the vehicle listing may not reflect all accurate vehicle items, to include accessories and color. The vehicle photo displayed may be an example only and not match exact vehicle. It is the customer's sole responsibility to verify the existence and condition of any equipment listed. Vehicle is subject to presale. •  Prior to purchasing this vehicle, it is your sole responsibility to address with dealer any and all differences between the information listed on this site and the actual vehicle specifications and/or warranties offered. Vehicle data is subject to change without notice. The dealer and publisher of this website rely on data compiled from publicly available sources believed to be reliable and assume no responsibility for errors and/or omissions in this data compilation and make no representations, expressed or implied, to any actual or prospective purchase of the vehicle as to the condition, equipment, specifications, history, price, ownership or warranties. See dealership for details. It was not our intention, to harm Mr. or Mrs. [redacted] in any way, however it also was not our intention to be held hostage by a calculation error that may have occurred on our website. When Mr. [redacted] called back after he had left, I asked my General Manager to allow me to take the call. It was my hope that I could reason with Mr. [redacted], explain the situation and offer some compensation for his time. That conversation as with my Sales Manager and General Manager remained completely one sided. Most of the conversation revolved around what my duties were at the dealership. It was impossible to communicate any point of view, and at one point as Mr. [redacted] was very upset the phone disconnected. I thought because he was on a cell phone he had gotten out of range, so I called him back. Mr. [redacted] took this as I was taunting him, I was not, I was simply trying to explain our position and hope for some sort of common ground that would allow him to understand that we were not in business to waste his time and effort. That conversation got no where; Mr. [redacted] had his belief of what had happened and was unwilling to listen to any other side. My intention in that phone call was to offer some compensation for his time and trouble. I was not willing to correct, in his opinion a $6000 mistake, but I had appreciated that he was considering our store as a place to do business, and although we would not be able to come to terms on the sale price of the car, and I understood that he was only willing to purchase if we hit his price target, I wanted to offer a compensation amount of $500. I felt that this would pay for his time; however we never were able to get any where in that conversation. I am still willing to provide that as a compensation and thought I would use this forum for that offer. [redacted] VP Dealer Operations [redacted]
[redacted]
[redacted]
[redacted]

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.  Mr [redacted] was very understanding of the situation and made every effort to resolve the problem.  I thank him for turning a seemingly meaningless situation into a good experience!
Regards,
[redacted]

I think I may have misunderstood your request, I hope I can answer your question in a way that will make sense to you. When you purchased your vehicle you gave the dealership a down payment and the rest of the amount that was due was financed with a lender. Included in that loan amount was an extended warranty of $1900 and a gap policy of $600 for a total of $2500. We were able to cancel those policies at your request and the underwriter of those policies will issue a refund of $2500. However it was the lender that paid those premiums on your behalf out of the loan proceeds to the underwriter. The underwriter when issuing a refund is required to refund that premium to the lender as long as the lender's lien remains on the title your vehicle. The policy premiums were not taken out of your down payment they were dispersed from your loan. A title had already been issued with the lender's lien reflected before you made your request to cancel the policies, as such the underwriter will refund that premium to your lender. In effect this will lower the amount you owe the lender by the $2500 refund. This money does not come back to the dealership, it moves to your lender. I'm sure that Randolph Brooks will take this into consideration when refinancing your vehicle.

Complaint: [redacted]
I am rejecting this response because:I have not moved to Florida so stop making assumptions but due to me being on bedrest because of my surgery I needed to be where I would have 24 hr care. All that I was asked was did I still live at that address and the answer is yes. I was also told that I would be picking my tags from the dealership and not mailed from Tx dmv and before stating what tx dmv won't do they mailed my registration and tags to florida for my trailblazer in 2013 when I left my husband 
Regards,
[redacted]