First let me say that our it is very unfortunate that we were unable to help the [redacted] family with their transportation needs especially after all the effort that was made by a lot of people within the company and by the lenderOur only intention, as with all of our customers, was to provide them with a quality product and quality service while maintaining our integrity and good nameI'm afraid that the accounts of this deal were misrepresented and or circumstances omitted [redacted] & [redacted] initially came into our dealership on Saturday December 6, These folks were pleasant and patient as we worked very hard to help them through their dire circumstancesAt the end of this day we were unable to obtain financing for them due to the combination of poor credit and very little money downLeft with only the avenue of asking for someone to help them finance a vehicle they offered [redacted] ' brother, [redacted] We saw promise with [redacted] , however he was unable to come in that eveningWe still ran through preliminary numbers and terms with [redacted] & [redacted] which they found agreeableThe [redacted] family needed a vehicle THAT day so we allowed them the courtesy of an extended test driveThis test drive agreement was with the understanding that the [redacted] ' would come in on Monday December 8th to contract on the vehicle and provide proof of insurance, which they did Monday December 8th [redacted] a & [redacted] showed up as agreed that eveningThe [redacted] brother were then introduced to the finance manager who explained the exact terms of the financing arranged for themAll was agreed and [redacted] chose to help his brother with the purchase so he signed the contractNext step naturally is to have theto deal packet sent in for funding which wasDuring this funding process the lender performs their due diligence in verifying information that was stated on the customers application, ieemployment, residence, references, customer interview and insurance Tuesday evening December 9th we reminded [redacted] & [redacted] that [redacted] needed to be added onto the policy that the vehicle was already insured [redacted] called back and alerted me that her insurance company would not be able to do soThis was the only item needed to finalize the deal with the lender, all other stipulations had been megI gave [redacted] other options assuring her that insurance was obtainable by other companies if necessaryUpset at the idea of having to front more money for insurance in addition to the $down payment we collected she said she'd need time to speak with her husbandWednesday morning December 10th we received another phone call from [redacted] informing us of their decision to rescind on the contractual obligation already setWe were gracious enough to allow this even though we could have held them to this binding agreementThey did not show up this day to return the vehicleThursday evening December 11th [redacted] showed up to drop off the vehicle they contracted on an right before we closedWe were unable to issue any refund so late in the evening since our business office closes at 5pmSince a portion of the $down payment was by check naturally we had to wait for it to clear before we could issue a refund check back to themThe refund check was written on December 19th but the [redacted] ' were unable to make it in before the business office closed and they were informed that it would reopen on MondayOn Saturday December 20th [redacted] showed up expecting to receive the refund, I explained the situation and he seemed to understandMinutes later I started to receive unpleasant calls from [redacted] I did my best to apologize and assure her that we'd have the check available the following MondayVery dissatisfied, [redacted] continued to call over and overMonday afternoon I instructed one of our employees to drive out to Seguin, Tx to hand the check to [redacted] since I was sympathetic with ill-advised directions he was given by [redacted] to drive back to Diamond for nothingShortly after the check was given to [redacted] I received another unpleasant call from [redacted] in which she threatened to slander usShe was not pleased with the $that was withheld from her down payment despite the days she had the vehicle, the miles that the car was driven, ignoring the fact that she was obligated to the vehicle according to the purchase agreement [redacted] did in fact follow through with her threatWe had a visit from a local news company attempting to interview me about her dealThe picture that was painted was one of her as a victim when we feel that we were the ones taken advantage ofLuckily, after airing this ordeal and having our side heard on TV and on social media it was clear that the vast majority of viewers sided with us In summation, the owners were very gracious to refund ANY money to the [redacted] ' being that this deal could have been technically labeled a 'voluntary surrender or repossession' since they made the decision to default on the terms set forth in the agreement they signedWe all have families and understand what $may mean to another, especially during the holidaysWe feel allowing them to back out of the contract and issuing a refund was more than fairWe harbor no ill-will toward the [redacted] family even after all of the aftermath we've had to deal with when again our only intention was to helpWe wish them the best as we part ways
Complaint: ***
I am rejecting this response because: there was never insurance in the vehicle which was a deal breaker from the beginning because *** *** does not have a driver license and we were unable to provide insurance for the vehicleWe were never desperate to take the vehicle home with us December 6, We felt pressured to take the vehicle home after stating to ** *** we did not want to take it because of the distance we lived and putting miles on the carHe told us not to worry about itWe never got a copy of our agreement or paperwork stating the vehicle was ours when my husband came home December 9,I asked him for papetwirl he stated the deal still wasn't done and we needed to get insurance on the vehicle in questionI spoke with Allstate and my agent informed us we were unable to get insurance because of *** ***I called the dealership Tuesday December 9,and let *** know what was going on and told him we were unable to get insurance on the vehicle so we would have to return itAt that same moment another dealership that was working with us from the beginning informed us we were approved for a brand new vehicleWe called diamond auto and when we proceeded to drop the car I asked the very yall gentleman if we would have any problems getting our refund back which he said noA week passes by and no refund check was mailed out.called *** Thursday December 18,to inform about our refund he responded it fell thru the cracks and he would get with the *** *** the next day I in return told him I could not pick it up till Friday or Saturday if they could have it readyMy husband went Saturday and was told they again forgot to have our check ready and because of the owners mothers birthday we wouldn't have it till Monday after driving miles back and forth for them to return our refundThrew this whole process I was treated with horribly after the dealership found out we purchased a vehicle somewhere else*** told me that we would be shorted $because we put miles on the carAfter this was reviled to me I wanted to cry how could they do this to us after being honest with them and understanding that they could not get us into a vehicleIt was after all the lies and run aroundThey continued to laugh at our faces by telling my husband that they had a porter and would deliver our refund to us personally which was a lie my husband called diamonds spoke to *** and said if the porter was in seguin he laughed and said we do not have a porter I don't know who told you that after giving us more of the run around they agreed to send a sales person to meet us half wayIt was an unfortunate ordeal that we had to go through that I will NEVER take a vehicle off the lot of any place unless we are 100% financedThe dealership we bought our other car from we never had to drive to the place it was always over the phone which diamond stated that we drove their vehicle around town trying to purchase a vehicleNot trueWe would just like our money back and be able to move forward with our livesThis experience has caused us many sleepless nights and being months pregnant has caused me anxiety attacksWe have done nothing to cause them to hold our money and charge us a ridiculous amount for a claim that we put miles on that vehicle
Regards,
*** ***
First let me say that our it is very unfortunate that we were unable to help the [redacted] family with their transportation needs especially after all the effort that was made by a lot of people within the company and by the lender. Our only intention, as with all of our customers, was to...
provide them with a quality product and quality service while maintaining our integrity and good name. I'm afraid that the accounts of this deal were misrepresented and or circumstances omitted. [redacted] & [redacted] initially came into our dealership on Saturday December 6, 2014. These folks were pleasant and patient as we worked very hard to help them through their dire circumstances. At the end of this day we were unable to obtain financing for them due to the combination of poor credit and very little money down. Left with only the avenue of asking for someone to help them finance a vehicle they offered [redacted]' brother, [redacted]. We saw promise with [redacted], however he was unable to come in that evening. We still ran through preliminary numbers and terms with [redacted] & [redacted] which they found agreeable. The [redacted] family needed a vehicle THAT day so we allowed them the courtesy of an extended test drive. This test drive agreement was with the understanding that the [redacted]' would come in on Monday December 8th to contract on the vehicle and provide proof of insurance, which they did. Monday December 8th [redacted]a & [redacted] showed up as agreed that evening. The [redacted] brother were then introduced to the finance manager who explained the exact terms of the financing arranged for them. All was agreed and [redacted] chose to help his brother with the purchase so he signed the contract. Next step naturally is to have theto deal packet sent in for funding which was. During this funding process the lender performs their due diligence in verifying information that was stated on the customers application, ie. employment, residence, references, customer interview and insurance. Tuesday evening December 9th we reminded [redacted] & [redacted] that [redacted] needed to be added onto the policy that the vehicle was already insured. [redacted] called back and alerted me that her insurance company would not be able to do so. This was the only item needed to finalize the deal with the lender, all other stipulations had been meg. I gave [redacted] other options assuring her that insurance was obtainable by other companies if necessary. Upset at the idea of having to front more money for insurance in addition to the $500 down payment we collected she said she'd need time to speak with her husband. Wednesday morning December 10th we received another phone call from [redacted] informing us of their decision to rescind on the contractual obligation already set. We were gracious enough to allow this even though we could have held them to this binding agreement. They did not show up this day to return the vehicle. Thursday evening December 11th [redacted] showed up to drop off the vehicle they contracted on an right before we closed. We were unable to issue any refund so late in the evening since our business office closes at 5pm. Since a portion of the $500 down payment was by check naturally we had to wait for it to clear before we could issue a refund check back to them. The refund check was written on December 19th but the [redacted]' were unable to make it in before the business office closed and they were informed that it would reopen on Monday. On Saturday December 20th [redacted] showed up expecting to receive the refund, I explained the situation and he seemed to understand. Minutes later I started to receive unpleasant calls from [redacted]. I did my best to apologize and assure her that we'd have the check available the following Monday. Very dissatisfied, [redacted] continued to call over and over. Monday afternoon I instructed one of our employees to drive out to Seguin, Tx to hand the check to [redacted] since I was sympathetic with ill-advised directions he was given by [redacted] to drive back to Diamond for nothing. Shortly after the check was given to [redacted] I received another unpleasant call from [redacted] in which she threatened to slander us. She was not pleased with the $200 that was withheld from her down payment despite the 6 days she had the vehicle, the 700 miles that the car was driven, ignoring the fact that she was obligated to the vehicle according to the purchase agreement. [redacted] did in fact follow through with her threat. We had a visit from a local news company attempting to interview me about her deal. The picture that was painted was one of her as a victim when we feel that we were the ones taken advantage of. Luckily, after airing this ordeal and having our side heard on TV and on social media it was clear that the vast majority of viewers sided with us. In summation, the owners were very gracious to refund ANY money to the [redacted]' being that this deal could have been technically labeled a 'voluntary surrender or repossession' since they made the decision to default on the terms set forth in the agreement they signed. We all have families and understand what $300 may mean to another, especially during the holidays. We feel allowing them to back out of the contract and issuing a refund was more than fair. We harbor no ill-will toward the [redacted] family even after all of the aftermath we've had to deal with when again our only intention was to help. We wish them the best as we part ways.
First let me say that our it is very unfortunate that we were unable to help the [redacted] family with their transportation needs especially after all the effort that was made by a lot of people within the company and by the lenderOur only intention, as with all of our customers, was to provide them with a quality product and quality service while maintaining our integrity and good nameI'm afraid that the accounts of this deal were misrepresented and or circumstances omitted [redacted] & [redacted] initially came into our dealership on Saturday December 6, These folks were pleasant and patient as we worked very hard to help them through their dire circumstancesAt the end of this day we were unable to obtain financing for them due to the combination of poor credit and very little money downLeft with only the avenue of asking for someone to help them finance a vehicle they offered [redacted] ' brother, [redacted] We saw promise with [redacted] , however he was unable to come in that eveningWe still ran through preliminary numbers and terms with [redacted] & [redacted] which they found agreeableThe [redacted] family needed a vehicle THAT day so we allowed them the courtesy of an extended test driveThis test drive agreement was with the understanding that the [redacted] ' would come in on Monday December 8th to contract on the vehicle and provide proof of insurance, which they did Monday December 8th [redacted] a & [redacted] showed up as agreed that eveningThe [redacted] brother were then introduced to the finance manager who explained the exact terms of the financing arranged for themAll was agreed and [redacted] chose to help his brother with the purchase so he signed the contractNext step naturally is to have theto deal packet sent in for funding which wasDuring this funding process the lender performs their due diligence in verifying information that was stated on the customers application, ieemployment, residence, references, customer interview and insurance Tuesday evening December 9th we reminded [redacted] & [redacted] that [redacted] needed to be added onto the policy that the vehicle was already insured [redacted] called back and alerted me that her insurance company would not be able to do soThis was the only item needed to finalize the deal with the lender, all other stipulations had been megI gave [redacted] other options assuring her that insurance was obtainable by other companies if necessaryUpset at the idea of having to front more money for insurance in addition to the $down payment we collected she said she'd need time to speak with her husbandWednesday morning December 10th we received another phone call from [redacted] informing us of their decision to rescind on the contractual obligation already setWe were gracious enough to allow this even though we could have held them to this binding agreementThey did not show up this day to return the vehicleThursday evening December 11th [redacted] showed up to drop off the vehicle they contracted on an right before we closedWe were unable to issue any refund so late in the evening since our business office closes at 5pmSince a portion of the $down payment was by check naturally we had to wait for it to clear before we could issue a refund check back to themThe refund check was written on December 19th but the [redacted] ' were unable to make it in before the business office closed and they were informed that it would reopen on MondayOn Saturday December 20th [redacted] showed up expecting to receive the refund, I explained the situation and he seemed to understandMinutes later I started to receive unpleasant calls from [redacted] I did my best to apologize and assure her that we'd have the check available the following MondayVery dissatisfied, [redacted] continued to call over and overMonday afternoon I instructed one of our employees to drive out to Seguin, Tx to hand the check to [redacted] since I was sympathetic with ill-advised directions he was given by [redacted] to drive back to Diamond for nothingShortly after the check was given to [redacted] I received another unpleasant call from [redacted] in which she threatened to slander usShe was not pleased with the $that was withheld from her down payment despite the days she had the vehicle, the miles that the car was driven, ignoring the fact that she was obligated to the vehicle according to the purchase agreement [redacted] did in fact follow through with her threatWe had a visit from a local news company attempting to interview me about her dealThe picture that was painted was one of her as a victim when we feel that we were the ones taken advantage ofLuckily, after airing this ordeal and having our side heard on TV and on social media it was clear that the vast majority of viewers sided with us In summation, the owners were very gracious to refund ANY money to the [redacted] ' being that this deal could have been technically labeled a 'voluntary surrender or repossession' since they made the decision to default on the terms set forth in the agreement they signedWe all have families and understand what $may mean to another, especially during the holidaysWe feel allowing them to back out of the contract and issuing a refund was more than fairWe harbor no ill-will toward the [redacted] family even after all of the aftermath we've had to deal with when again our only intention was to helpWe wish them the best as we part ways
Complaint: ***
I am rejecting this response because: there was never insurance in the vehicle which was a deal breaker from the beginning because *** *** does not have a driver license and we were unable to provide insurance for the vehicleWe were never desperate to take the vehicle home with us December 6, We felt pressured to take the vehicle home after stating to ** *** we did not want to take it because of the distance we lived and putting miles on the carHe told us not to worry about itWe never got a copy of our agreement or paperwork stating the vehicle was ours when my husband came home December 9,I asked him for papetwirl he stated the deal still wasn't done and we needed to get insurance on the vehicle in questionI spoke with Allstate and my agent informed us we were unable to get insurance because of *** ***I called the dealership Tuesday December 9,and let *** know what was going on and told him we were unable to get insurance on the vehicle so we would have to return itAt that same moment another dealership that was working with us from the beginning informed us we were approved for a brand new vehicleWe called diamond auto and when we proceeded to drop the car I asked the very yall gentleman if we would have any problems getting our refund back which he said noA week passes by and no refund check was mailed out.called *** Thursday December 18,to inform about our refund he responded it fell thru the cracks and he would get with the *** *** the next day I in return told him I could not pick it up till Friday or Saturday if they could have it readyMy husband went Saturday and was told they again forgot to have our check ready and because of the owners mothers birthday we wouldn't have it till Monday after driving miles back and forth for them to return our refundThrew this whole process I was treated with horribly after the dealership found out we purchased a vehicle somewhere else*** told me that we would be shorted $because we put miles on the carAfter this was reviled to me I wanted to cry how could they do this to us after being honest with them and understanding that they could not get us into a vehicleIt was after all the lies and run aroundThey continued to laugh at our faces by telling my husband that they had a porter and would deliver our refund to us personally which was a lie my husband called diamonds spoke to *** and said if the porter was in seguin he laughed and said we do not have a porter I don't know who told you that after giving us more of the run around they agreed to send a sales person to meet us half wayIt was an unfortunate ordeal that we had to go through that I will NEVER take a vehicle off the lot of any place unless we are 100% financedThe dealership we bought our other car from we never had to drive to the place it was always over the phone which diamond stated that we drove their vehicle around town trying to purchase a vehicleNot trueWe would just like our money back and be able to move forward with our livesThis experience has caused us many sleepless nights and being months pregnant has caused me anxiety attacksWe have done nothing to cause them to hold our money and charge us a ridiculous amount for a claim that we put miles on that vehicle
Regards,
*** ***
First let me say that our it is very unfortunate that we were unable to help the [redacted] family with their transportation needs especially after all the effort that was made by a lot of people within the company and by the lender. Our only intention, as with all of our customers, was to...
provide them with a quality product and quality service while maintaining our integrity and good name. I'm afraid that the accounts of this deal were misrepresented and or circumstances omitted. [redacted] & [redacted] initially came into our dealership on Saturday December 6, 2014. These folks were pleasant and patient as we worked very hard to help them through their dire circumstances. At the end of this day we were unable to obtain financing for them due to the combination of poor credit and very little money down. Left with only the avenue of asking for someone to help them finance a vehicle they offered [redacted]' brother, [redacted]. We saw promise with [redacted], however he was unable to come in that evening. We still ran through preliminary numbers and terms with [redacted] & [redacted] which they found agreeable. The [redacted] family needed a vehicle THAT day so we allowed them the courtesy of an extended test drive. This test drive agreement was with the understanding that the [redacted]' would come in on Monday December 8th to contract on the vehicle and provide proof of insurance, which they did. Monday December 8th [redacted]a & [redacted] showed up as agreed that evening. The [redacted] brother were then introduced to the finance manager who explained the exact terms of the financing arranged for them. All was agreed and [redacted] chose to help his brother with the purchase so he signed the contract. Next step naturally is to have theto deal packet sent in for funding which was. During this funding process the lender performs their due diligence in verifying information that was stated on the customers application, ie. employment, residence, references, customer interview and insurance. Tuesday evening December 9th we reminded [redacted] & [redacted] that [redacted] needed to be added onto the policy that the vehicle was already insured. [redacted] called back and alerted me that her insurance company would not be able to do so. This was the only item needed to finalize the deal with the lender, all other stipulations had been meg. I gave [redacted] other options assuring her that insurance was obtainable by other companies if necessary. Upset at the idea of having to front more money for insurance in addition to the $500 down payment we collected she said she'd need time to speak with her husband. Wednesday morning December 10th we received another phone call from [redacted] informing us of their decision to rescind on the contractual obligation already set. We were gracious enough to allow this even though we could have held them to this binding agreement. They did not show up this day to return the vehicle. Thursday evening December 11th [redacted] showed up to drop off the vehicle they contracted on an right before we closed. We were unable to issue any refund so late in the evening since our business office closes at 5pm. Since a portion of the $500 down payment was by check naturally we had to wait for it to clear before we could issue a refund check back to them. The refund check was written on December 19th but the [redacted]' were unable to make it in before the business office closed and they were informed that it would reopen on Monday. On Saturday December 20th [redacted] showed up expecting to receive the refund, I explained the situation and he seemed to understand. Minutes later I started to receive unpleasant calls from [redacted]. I did my best to apologize and assure her that we'd have the check available the following Monday. Very dissatisfied, [redacted] continued to call over and over. Monday afternoon I instructed one of our employees to drive out to Seguin, Tx to hand the check to [redacted] since I was sympathetic with ill-advised directions he was given by [redacted] to drive back to Diamond for nothing. Shortly after the check was given to [redacted] I received another unpleasant call from [redacted] in which she threatened to slander us. She was not pleased with the $200 that was withheld from her down payment despite the 6 days she had the vehicle, the 700 miles that the car was driven, ignoring the fact that she was obligated to the vehicle according to the purchase agreement. [redacted] did in fact follow through with her threat. We had a visit from a local news company attempting to interview me about her deal. The picture that was painted was one of her as a victim when we feel that we were the ones taken advantage of. Luckily, after airing this ordeal and having our side heard on TV and on social media it was clear that the vast majority of viewers sided with us. In summation, the owners were very gracious to refund ANY money to the [redacted]' being that this deal could have been technically labeled a 'voluntary surrender or repossession' since they made the decision to default on the terms set forth in the agreement they signed. We all have families and understand what $300 may mean to another, especially during the holidays. We feel allowing them to back out of the contract and issuing a refund was more than fair. We harbor no ill-will toward the [redacted] family even after all of the aftermath we've had to deal with when again our only intention was to help. We wish them the best as we part ways.