Thank you for your letter notifying us that one of our customers had issued a complaint with your
agencyThis letter is a formal response in regards to Complaint, ID# ***
Don's Auto Exchange is a small, independently owned and family operated dealership, and has been in
the business of
serving our local community by providing reliable transportation to the customer for
well over forty yearsWe have always strived to treat all who enter our establishment with the respect
and good service that members of our community deserveThat is why it concerns us so to hear of a
customer complaining to your agencyAs stated, Don's Auto Exchange, Inc., is a family business and we
consider those we serve as an extension of that familyWe work hard at providing a service built on
fulfilling the customer's needs while conducting ourselves with the utmost integrity and respect for both
the customer and our craftWhile spanning four generations of our family, our business has incurred
only two complaints to your agencyI can't help but feel like we have been fair and honest in our
dealings with our customersMost of our customer base are repeat buyers and consist of parents and
grandparents who have purchased from us in the past and now, continue to bring their children and
grandchildren back to purchase, what often times is, their first automobile And they return, time after
time
However, anyone who's ever been in business and especially one dealing firsthand with the consumer
on a daily basis can understand that, while it's true, there are some unscrupulous businesses in the
market place, we can't deny that there are some consumers who are just as unscrupulous in their
dealings as wellI believe this to be so in this particular instance
First, in his complaint, the customer states that he traded in his vehicle ON 05-02-2014, a sub-compact
Chevorlet Aveo for the 1991, modified and street legal GMC pickup, and agreed to pay $1,
down, stating that he was to receive a check for $2,from the *** *** *** in
two weeksThe customer did pay $down the day of the sale and assured me that he would pay
the remaining $1,in two weeksTwo weeks having passed, the customer called my office saying
he couldn't pay as agreed due to his bank having put a "two week hold" on the check he receivedI
advised the customer that although he had promised to pay on time, that I understood that banks do
sometimes require a holding period on government checks, and that I would wait another two weeks for
the balance of the down paymentSince that conversation, and before his reporting of our dealership
to your agency, I have made multiple attempts, in excess of ten times, to reach the customer and he
refused to return my calls
Secondly, in his complaint, the customer referenced the fact that the battery cable was unhooked on
the vehicle while it was on our lot for saleThe reason for this was not that the alternator or battery
was defective, but that said vehicle had a very large and high performance motor and we did not want
to take the chance on someone starting the vehicle in our absence, revving up the motor and causing
possible damage to the engineWe have done this in the past to protect not only the automobile but
also the customer from any potential dangersWe want to be present with the customer when a
vehicle is started on our lot
Thirdly, the customer complains of bolts missing in the distributor cap as well as spark plug wires being
burnedI would respectfully say that if such was the case, most likely the vehicle would not have
started, definitely would not have ran smoothly, and the customer would not have been able to drive it
home from the lot
Fourthly, the customer makes the claim that we had removed the catalytic converters from the exhaust
systemDoing so would be illegal and I assure you that we do not engage in such illegal activitiesSaid
vehicle was "street legal," the converters were in place on the date of the saleSince the customer's
complaint surfaced, I have spoken to the police and they concluded that the customer himself had
removed the catalytic converters at his family owned muffler shopl, myself spoke with the inspection
station attendant who had serviced the GMC pickupHe added that when they inspected the truck
for a sticker, both converters were present on the exhaust system adding that he could lose his license if
he were to place a valid inspection sticker on a vehicle missing such vital parts and that he was not
about to lose his license and livelihood over suchThe catalytic converters were in place on the date of
saleIn addition, the previous owner, before trading the vehicle to us, had been driving the vehicle on
the road and throughout the community and the vehicle had an up to date Virginia inspection sticker as
required by state lawIn fact, the customer's car, a Chevrolet Aveo that he traded in, was being
driven illegally, as it had no inspection sticker installedSaid customer had advised us that the Aveo was
in perfect running orderYet, when we presented the customer's trafor inspection, as we always
do in preparing a car for re-sale, it did not pass inspection and we were required to replace a tire as well
as parts of the vehicle's suspension, including a tie rod as well as front brake pads and rotors on both
front wheels which required and expenditure of over $
Fifthly, the customer states that I guaranteed or assured him that the motor in the pickup was a
strokerWhat actually occurred is, I had only repeated to the customer what the gentleman who
traded the truck in at an earlier date had told us about the truckI made no assurances, but only
advised him of what I had been told by the previous ownerI advised by word and in writing that the
GMC pickup, when purchased, came with no guarantees or warranty, and was purchased
without reservationsThe customer agreed
Also, in the customer's complaint, he states that the GMC alone, minus the engine, was not worth
$The truth of the matter is, the wheels and tires, the many accessories, including traction bars,
an aftermarket electric fuel pump, tachometer, in-line shift transmission, along with other accessories
make the truck value in excess of the amount specified by the customer
Let it be known, that before lodging his complaint against our dealership, he had already removed many
of the parts from the truck, and had begun installing them on a vintage Chevy Nova that he was
rebuildingIn fact, on the day of purchase, the complainant advised that it was his intent to disassemble
the truck and use the parts to restore the NovaIt is our opinion that if there has been any damage
done to the vehicle, the motor, the exhaust system, etc., it has been done by the customer during the
tear-down process
Lastly, the complainant purchased the vehicle willingly AS-ISIt is our belief that he never intended to
pay the remaining $1,down payment and his complaint is an attempt to discredit us so as not to
have to pay
Again, it has been our practice to act honestly and in good faith with our customers these many
decades, and while it saddens us to have to address the issue before us, we feel it necessary to set the
record straight concerning this matter
Respectfully,
*** ** ***
Don's Auto Exchange, lnc
I have reviewed the response offer made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I respectfully do not agree with dons auto exchange. They have made accusation that are completely untrue about the situation. I have not touched the truck besides doing some minor repairs to get it to run right. which I stated in my previous complaint that I was not worried about the repairs that I had to fix I do have a chevy nova and my intensions was to put the stroker engine in my novauntil I found out that the truck was not a stroker engineI did tell *** that was my intentions, but I have not done so due to the truck engine being the same size that is already in my novaI did not take the Cadillac convertors off of the truckI would not do so and knowing if I took them off I would have to put the them back on to get a va state inspection stickerI spoke with the gentleman who owned the truck before *** *** and he stated to me that he knew the truck did not have convertors on it and that is was not a stroker engine the previous owner told me that the engine would not run right with the cadilac convertor because the engine would run so hot that it would met the inside of the convertorsas far as the chevy avo that I traded to him for the truck was in great shape I bought it from *** *** *** in bluefield wv in December and I never had any trouble out of the vehiclein *** reply back he gave no resolution to the problem he have only continuing to lie and put my fathers business downmy fathers family owned business has done work for *** *** for the past yearsI did have intensions to pay him the down payment in the sum of dollars until I found out the truck was not what he told me*** *** never told me anything about him not knowing for sure what the engine wasHe reassured me several times that the engine was a high performance stroker engineand that was the reason he had the battery terminals unhookedI started out dealing with the older *** and he test drove the my chevy aveo and I showed him the receipts and car fax that *** had giving to me when I had purchased the carI did not test drive the truck because I trusted don for his wordAfter big don tested the aveo and I gave the dollars he left and told me to deal with his son *** like that was all he was concerned about was the cash. little *** a he also assured me it was a stroker engineI would like for the car lot to give me my money back for what I have in the chevy aveo or give me the chevy aveo back that don has already sold or put a engine in the truck so I can do what I had intensions to do to start with or give me the title to the truck and we both take a loss
Regards,
*** ***
The man that told me today he called me today he had put a stroker motor in the GMC truck I sold to *** *** II He called me today His name is *** He told me a motor pr is no difference He owes me $all he wants is to not pay me for the GMC pu He said the truck did not have converters on the truck
Truthful Don's Auto
*** *** Owes me $and I will be taking him to court if he doesn't pay He can make payments or I will take him to court
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
a is not the same as a I guess we will go to court because the truck is not what he said it wasand the gentleman that sold
Don the truck has agreed to testifiy that there was no converters on the truck and that it is not a stroker engine and don just said that it was not a stroker engine that was the whole reason for me to buy the truckThe va state police is investigating the garage that put the sticker on the truck bc there was no converters on the truck*** *** has told state police that it has not had converters since the day he bought the truck*** *** bought it from Tennessee and he stated that was the reason he sold the truck was because he could not get a sticker put on the truck in vaIn tennesse you do not have to have converters but in va u have to and Don told clearly told me that it was a stroker engine and the it was street or strip legal I have provided u with the attachment of the sticker that was in the window of the truck the day I bought the carif u look online there is a major dollar difference in a and a stroker engine and also a majoy horse power difference . we will go to courtDons Auto can give me my money back for the truck or return the chevy aveo I traded foror give up the titleand we both take a lossLets not get off track *** is the one that stated to me that it was a stroker engine and now he is saying it is a he clearly only told me it was a stroker engine to sell the truckas stroker engine will not run with the converters on the truck bceacuse there is so much heat that comes off the stroker engine that it melts the convertors and I can prove that the engine will not run with converters on the truck
Regards
*** ***
Thank you for your letter notifying us that one of our customers had issued a complaint with your
agencyThis letter is a formal response in regards to Complaint, ID# ***
Don's Auto Exchange is a small, independently owned and family operated dealership, and has been in
the business of
serving our local community by providing reliable transportation to the customer for
well over forty yearsWe have always strived to treat all who enter our establishment with the respect
and good service that members of our community deserveThat is why it concerns us so to hear of a
customer complaining to your agencyAs stated, Don's Auto Exchange, Inc., is a family business and we
consider those we serve as an extension of that familyWe work hard at providing a service built on
fulfilling the customer's needs while conducting ourselves with the utmost integrity and respect for both
the customer and our craftWhile spanning four generations of our family, our business has incurred
only two complaints to your agencyI can't help but feel like we have been fair and honest in our
dealings with our customersMost of our customer base are repeat buyers and consist of parents and
grandparents who have purchased from us in the past and now, continue to bring their children and
grandchildren back to purchase, what often times is, their first automobile And they return, time after
time
However, anyone who's ever been in business and especially one dealing firsthand with the consumer
on a daily basis can understand that, while it's true, there are some unscrupulous businesses in the
market place, we can't deny that there are some consumers who are just as unscrupulous in their
dealings as wellI believe this to be so in this particular instance
First, in his complaint, the customer states that he traded in his vehicle ON 05-02-2014, a sub-compact
Chevorlet Aveo for the 1991, modified and street legal GMC pickup, and agreed to pay $1,
down, stating that he was to receive a check for $2,from the *** *** *** in
two weeksThe customer did pay $down the day of the sale and assured me that he would pay
the remaining $1,in two weeksTwo weeks having passed, the customer called my office saying
he couldn't pay as agreed due to his bank having put a "two week hold" on the check he receivedI
advised the customer that although he had promised to pay on time, that I understood that banks do
sometimes require a holding period on government checks, and that I would wait another two weeks for
the balance of the down paymentSince that conversation, and before his reporting of our dealership
to your agency, I have made multiple attempts, in excess of ten times, to reach the customer and he
refused to return my calls
Secondly, in his complaint, the customer referenced the fact that the battery cable was unhooked on
the vehicle while it was on our lot for saleThe reason for this was not that the alternator or battery
was defective, but that said vehicle had a very large and high performance motor and we did not want
to take the chance on someone starting the vehicle in our absence, revving up the motor and causing
possible damage to the engineWe have done this in the past to protect not only the automobile but
also the customer from any potential dangersWe want to be present with the customer when a
vehicle is started on our lot
Thirdly, the customer complains of bolts missing in the distributor cap as well as spark plug wires being
burnedI would respectfully say that if such was the case, most likely the vehicle would not have
started, definitely would not have ran smoothly, and the customer would not have been able to drive it
home from the lot
Fourthly, the customer makes the claim that we had removed the catalytic converters from the exhaust
systemDoing so would be illegal and I assure you that we do not engage in such illegal activitiesSaid
vehicle was "street legal," the converters were in place on the date of the saleSince the customer's
complaint surfaced, I have spoken to the police and they concluded that the customer himself had
removed the catalytic converters at his family owned muffler shopl, myself spoke with the inspection
station attendant who had serviced the GMC pickupHe added that when they inspected the truck
for a sticker, both converters were present on the exhaust system adding that he could lose his license if
he were to place a valid inspection sticker on a vehicle missing such vital parts and that he was not
about to lose his license and livelihood over suchThe catalytic converters were in place on the date of
saleIn addition, the previous owner, before trading the vehicle to us, had been driving the vehicle on
the road and throughout the community and the vehicle had an up to date Virginia inspection sticker as
required by state lawIn fact, the customer's car, a Chevrolet Aveo that he traded in, was being
driven illegally, as it had no inspection sticker installedSaid customer had advised us that the Aveo was
in perfect running orderYet, when we presented the customer's trafor inspection, as we always
do in preparing a car for re-sale, it did not pass inspection and we were required to replace a tire as well
as parts of the vehicle's suspension, including a tie rod as well as front brake pads and rotors on both
front wheels which required and expenditure of over $
Fifthly, the customer states that I guaranteed or assured him that the motor in the pickup was a
strokerWhat actually occurred is, I had only repeated to the customer what the gentleman who
traded the truck in at an earlier date had told us about the truckI made no assurances, but only
advised him of what I had been told by the previous ownerI advised by word and in writing that the
GMC pickup, when purchased, came with no guarantees or warranty, and was purchased
without reservationsThe customer agreed
Also, in the customer's complaint, he states that the GMC alone, minus the engine, was not worth
$The truth of the matter is, the wheels and tires, the many accessories, including traction bars,
an aftermarket electric fuel pump, tachometer, in-line shift transmission, along with other accessories
make the truck value in excess of the amount specified by the customer
Let it be known, that before lodging his complaint against our dealership, he had already removed many
of the parts from the truck, and had begun installing them on a vintage Chevy Nova that he was
rebuildingIn fact, on the day of purchase, the complainant advised that it was his intent to disassemble
the truck and use the parts to restore the NovaIt is our opinion that if there has been any damage
done to the vehicle, the motor, the exhaust system, etc., it has been done by the customer during the
tear-down process
Lastly, the complainant purchased the vehicle willingly AS-ISIt is our belief that he never intended to
pay the remaining $1,down payment and his complaint is an attempt to discredit us so as not to
have to pay
Again, it has been our practice to act honestly and in good faith with our customers these many
decades, and while it saddens us to have to address the issue before us, we feel it necessary to set the
record straight concerning this matter
Respectfully,
*** ** ***
Don's Auto Exchange, lnc
I have reviewed the response offer made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I respectfully do not agree with dons auto exchange. They have made accusation that are completely untrue about the situation. I have not touched the truck besides doing some minor repairs to get it to run right. which I stated in my previous complaint that I was not worried about the repairs that I had to fix I do have a chevy nova and my intensions was to put the stroker engine in my novauntil I found out that the truck was not a stroker engineI did tell *** that was my intentions, but I have not done so due to the truck engine being the same size that is already in my novaI did not take the Cadillac convertors off of the truckI would not do so and knowing if I took them off I would have to put the them back on to get a va state inspection stickerI spoke with the gentleman who owned the truck before *** *** and he stated to me that he knew the truck did not have convertors on it and that is was not a stroker engine the previous owner told me that the engine would not run right with the cadilac convertor because the engine would run so hot that it would met the inside of the convertorsas far as the chevy avo that I traded to him for the truck was in great shape I bought it from *** *** *** in bluefield wv in December and I never had any trouble out of the vehiclein *** reply back he gave no resolution to the problem he have only continuing to lie and put my fathers business downmy fathers family owned business has done work for *** *** for the past yearsI did have intensions to pay him the down payment in the sum of dollars until I found out the truck was not what he told me*** *** never told me anything about him not knowing for sure what the engine wasHe reassured me several times that the engine was a high performance stroker engineand that was the reason he had the battery terminals unhookedI started out dealing with the older *** and he test drove the my chevy aveo and I showed him the receipts and car fax that *** had giving to me when I had purchased the carI did not test drive the truck because I trusted don for his wordAfter big don tested the aveo and I gave the dollars he left and told me to deal with his son *** like that was all he was concerned about was the cash. little *** a he also assured me it was a stroker engineI would like for the car lot to give me my money back for what I have in the chevy aveo or give me the chevy aveo back that don has already sold or put a engine in the truck so I can do what I had intensions to do to start with or give me the title to the truck and we both take a loss
Regards,
*** ***
The man that told me today he called me today he had put a stroker motor in the GMC truck I sold to *** *** II He called me today His name is *** He told me a motor pr is no difference He owes me $all he wants is to not pay me for the GMC pu He said the truck did not have converters on the truck
Truthful Don's Auto
*** *** Owes me $and I will be taking him to court if he doesn't pay He can make payments or I will take him to court
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
a is not the same as a I guess we will go to court because the truck is not what he said it wasand the gentleman that sold
Don the truck has agreed to testifiy that there was no converters on the truck and that it is not a stroker engine and don just said that it was not a stroker engine that was the whole reason for me to buy the truckThe va state police is investigating the garage that put the sticker on the truck bc there was no converters on the truck*** *** has told state police that it has not had converters since the day he bought the truck*** *** bought it from Tennessee and he stated that was the reason he sold the truck was because he could not get a sticker put on the truck in vaIn tennesse you do not have to have converters but in va u have to and Don told clearly told me that it was a stroker engine and the it was street or strip legal I have provided u with the attachment of the sticker that was in the window of the truck the day I bought the carif u look online there is a major dollar difference in a and a stroker engine and also a majoy horse power difference . we will go to courtDons Auto can give me my money back for the truck or return the chevy aveo I traded foror give up the titleand we both take a lossLets not get off track *** is the one that stated to me that it was a stroker engine and now he is saying it is a he clearly only told me it was a stroker engine to sell the truckas stroker engine will not run with the converters on the truck bceacuse there is so much heat that comes off the stroker engine that it melts the convertors and I can prove that the engine will not run with converters on the truck
Regards
*** ***