Doug Henry of Kinston, Inc.

I went to dealer to purchase a vehicle,found a vehicle I liked, applied for financing and was told by salesman I was approved, and later denied.Saturday August 29,2015 I received a flyer from Doug Henry Auto advertising they guaranteed putting you in a vehicle regardless of credit. Bad credit, no credit, no problem. I went to dealer, took flyer and was approached by salesman. Told him I was there attempting to get new car and let him know that my credit had issues,also I have [redacted] to use as a trade in, if needed. The salesman told me we'll submit an application and go from there. The salesman came back into office and told me I was APPROVED. We then proceeded to car lot and he showed me a white [redacted]. I looked over it and told him I like it, he asked if I wanted to test drive it, I agreed. He put a dealer tag on vehicle and I test drove it, the sales man was in vehicle with me as I drove it. We proceeded back to car lot. I was then introduced to [redacted], finance manager. He went over Contract with me I signed all paperwork, he then put a 30- Day tag on vehicle. I left premises. On September 2,2015 I received a call from salesman stating he needed me to bring in my latest check stub,also proof of SSI income. On Friday September 4,2015 I took my check stub along with Letter from Social Security Administration showing proof of Income. The salesman took all paperwork and told me I was good, so I left. Friday September 11,2015 I received a another call from salesman stating I needed to come back to dealership. Once I got there I was called in [redacted] office, and he at this time stated that I needed a Co-signer, I was at lost for words. I asked, why? When I thought everything was fine when I initially left August 29th. Mr. [redacted] stated at the time they submitted my information the "Loan" Company hadn't physically seen my paperwork, and that because of my Child Support deductions they(the Loan Co.)felt I couldn't afford this agreement. I then stated, I gave you all the information you all requested and sign a Contract which I feel is binding and final. I was told again I needed a Co-Signer. I called my brother [redacted], and asked would he Co-Sign for me. He agreed, I left the dealership to go pick my brother up. Once we returned Mr. [redacted] got all his information, submitted it. Printed out a new Contract with a NEW Loan company, went over paperwork with me and my brother. Had both of sign new Contract/paperwork, Mr. [redacted] then states I'm good. I left dealership. Wednesday September 16th I received call from dealership stating they needed (2) Proof Of Residency, and that I needed to add my brother to my Auto Insurance and show a Declaration Letter showing I added him, I said ok and provided items requested to my car salesman(Mr.[redacted]) Friday September 25th I received a call from the dealership,(the guy) stated he was the Store manager, asked me could I bring the vehicle out to the Lot, they needed to check something on the speed odometer? I said ok I'll be right out. Once I got to the dealership my salesman(Mr.[redacted])walked me to a office, a gentleman came in introduced himself as the new Store mgr., and immediately asked for the car key, I handed them to him. He walked out and returned a few minutes later, sat down and states, "Mr. [redacted] we're gonna need another Co-Signer." I asked why? What's wrong now? He states your brother doesn't have a valid license. I tell the (Store manager) I don't think I can get another Co-signer, I go on to tell him I've been going through a lot since I signed this Contract for this car. I tell him the truck I had([redacted])I gave back because I felt at that time I made a successful purchase of a new vehicle, I just got windows tinted on new vehicle, had I had any idea this deal wasn't going through I wouldn't have gave my other only means of transportation back. He states to me that's he's the new manager at this location, they terminated the previous manager because of similar issues to mine. At this time I asked could I be dropped off, I was dropped off by Mr.[redacted] and another man. Desired SettlementI had a [redacted] which I returned to dealer, ONLY because I felt purchase of new vehicle was successful, I have no transportation whatsoever, I feel monies should be made available to me so I can use as a down payment on a vehicle, also I spent $160.00 out of pocket to have windows tinted on this NEW vehicle which Doug Henry now has possession of, I would like those monies returned to me also. Business Response Mr [redacted] was approved for auto financing based off of his stated income with a co signer. The lender that approved Mr [redacted] for his loan requested proof of his income. Several days after the loan package was sent to the lender; the lender then rejected his income because he has a high portion of his disposable income being taken by away by court ordered child support. We were unsuccessful in trying to persuade the lender and other lenders to accept this deal after the child support payments were factored in. We are not pleased that we were not able make the deal work. We do not receive any revenue if a lender refuses to fund a contract and we have to get a vehicle back. Mr [redacted] drove this vehicle for almost a month before the lender notified us that they would not do the loan because of his income. The tint that Mr [redacted] had installed on the vehicle is too dark and will not pass a NC safety inspection. Since the vehicle will have to be thoroughly detailed, we will have to pay extra to have the illegal tint removed, and we have to pay to have the vehicle serviced again; we are not willing to pay Mr [redacted] for his window tint. We were also not aware that he had a vehicle that he was going to let get repossessed after he tried to buy a vehicle from us. This is an unfortunate situation and we wish that we could make deal work so we could retain the profit on the transaction and keep Mr [redacted] in the car, but the lender will not honor the contract because of his child support. Consumer Response I was APPROVED for financing the FIRST time by myself, there never was a Co-signer. I signed a CONTRACT in Mr. [redacted](Financing manager) office after we went over details. I gave[redacted] all the information they requested in reference to my income. My paystub shows all deductions(Taxes,garnishments,insurance,401K,etc.) So they were well aware of my Child Support deduction, So how all of a sudden they're pretending as if they had no knowledge of this is beyond me. I was contacted days after I was under the assumption the initial loan went through that I needed a Co-Signer. Then I provided one, my brother. At this point I signed a SECOND contract, so did my brother. Furthermore it has been brought to my attention by looking at this SECOND contract, it appears they have my brother listed as the primary buyer and me as the Co-Buyer. The window tint that was installed on the vehicle was done by a reputable professional tint company which would have not installed ILLEGAL tint. After the tint was installed, the installer put a tint meter on the window in my presence to assure me it met North Carolina standards. To this date I have the receipt of those services rendered. I did NOT let my vehicle get repossessed. To my knowledge repossession generally means not making loan payments, which ultimately would have lead to a repossession and or having inadequate auto insurance. Neither one applied in this situation. You state you were unaware I had a vehicle I was going to let get repossessed, well I agree with you totally on that, neither was I.[redacted] was well aware of my vehicle, as a matter of fact at the FIRST meetings there were discussions of possibly Trade-In as an option. Mr. [redacted] made a phone call to the Finance company in my presence to find out the Pay Out balance on my truck. But I'm sure he has amnesia to this too. You made no mention whatsoever to the SECOND contract signing, and the headaches I had to endure trying to keep this vehicle. I think it's only fair that I'm reimburse for monies I spent having windows tinted for a car, as you mentioned I only had almost a month. What normal person make adjustments or changes to property they don't own? There is absolutely no way I would have spent monies knowing you all would have pulled this trickery on me. Final Business Response As was stated in the first response, We have no desire to pull any "trickery" on anyone. If we do not sell a car and receive funds from the lender, we do not make any money. As for the window tint, our shop told us the tint would not pass a North Carolina Safety inspection, and told us we would have to take it off to pass inspection. We have put tint on some of our cars in the past, and they passed inspection. This did not. We will not pay any monies to Mr. [redacted]. He drove a car for a month payment free that would have other wise been 400 dollars a month. We did not charge him for the excess mileage put on the vehicle, wear and tear, tint removal, new inspection, or taxes and fees that we have to unwind. Our position is that the money he saved without having to make a payment for a month can be used to help himself try to buy another vehicle and cover the cost of the tint he had put on the car.

WAS LIED TO ABOUT HAVING THE CAR TRANSFERED TO AND SALES MANAGER DISCLOSED INFORMATION ABOUT LEATHER SEATS TO BE DONE AND TALKED DOWN TO. Unfortunately, as a customer I am very unsatisfied because I was lied to, discriminated, and was disrespected by the General Sales manager [redacted] I am politely and firmly writing this letting so this problem can and will be addressed and resolved properly. [redacted] the sales manager was very helpful in my interest on the charger I wanted. I called and spoke to him a week or two later on a white charger at Dough henry of Goldsboro and gave [redacted] the Vin number to the car I wanted. He said specifically that he would be able to transfer the vehicle for me. I had already seen on the website Dough Henry of Kinston that there was a 2014 white dodge charger available but I did not inquire on it because it had tan suede seats. I was pre-approved on the charger at Goldsboro and [redacted] said that on December 24, 2015 the charger from Goldsboro will be there in the morning when I arrive. When I got to the dealership [redacted] looked surprised that it was not the same Charger I inquired on. He said this is the car that was sent this morning from Goldsboro. As I confronted him and said But this is the car that is on the website from Kinston location. I told him I do not understand how you can an make an error like this if I gave you the vin number. As he stepped out he had [redacted], the General sales manager sit down to talk to me. As I was talking to [redacted], he did apologized and said he doesn't know how that happened and how the charger at Goldsboro is being sold to someone as we speak and said well what can we do for you. I looked at him and said "well you are the general manager and I came all the way out here expecting a specific car and was told I would leave with it too, so as a manager what can you do for me?" Then [redacted] rudely replied saying" Well you don't have the best credit and they did what they could do,that I should be lucky that I was even approved on the car loan from the bank." I told him my credit score it not bad and I have been approved more than once on a car. He then stepped out the room and came back in and said if he gives me a slip to take to Tops and Trends, I can get any color leather seats done. Not only did I have to transfer insurance on the car I gave the vin number to, I was treated like I was not disqualified for a car loan, and I had to pay another $1,000 added to my finance to get leather seats. To top it off he disclosed the fact if I did get any color I wanted that It would not cover, or go with the door panels and arm rest. After I called to set up a schedule apt I had to call back the dealership. So I called to speak to [redacted] to let him know that even though he told me I could get any color I wanted, that as a manager that it was messed up to take advantage of me because he knew I needed a car, and that he tried to fix the issue but disclosed the details when he said I could get my interior done any color but not mention nothing else as my door panel and arm rest was not included. Then he specifically said to me, " Well you know, I really am starting to regret selling you this car, and what is this [redacted] my ride? You think you could get your entire car redone?"- January 14, 2016 at 5:57 pm. I was so upset I hung up because I will not let anyone talk down to me. He called back and said, " You know [redacted], I feel like I have done a lot for you this far. So I told him I am the one who is paying for my seats when I asked for a specific car and all of this would have been avoided. Just disgusted by his attitude as if he did me a favor after I invest in a car over sixteen thousand dollars to be disrespected and unappreciated for my business.Desired SettlementI am having to pay for my leather seats and now pay out of pocket for my door panels which is costing over $600. I think it is only right for a dealership inconvenience to refund me back the money I had to invest into my car.Business Response Contact Name and Title: [redacted]Contact Phone: XXXXXXXXXXContact Email: [redacted]@yahoo.comWe sent a driver to pick Mrs [redacted] up and bring her here because she did not have transportation. When she got to the dealership she told us that the car that we had for her was not the right one because of the interior. The car that she wanted would not work because the bank would not approve it for her. We offered to take her back home if she would not accept the interior of the car that the bank would approve for her. She declined and she that we needed to work something out for her. We offered to add leather seats for her which the bank would do because it increased the value of the car. We told her that we would incur the 500 dollars of the total expense(which we did) and she could incur the other 700 dollars a month which would make her payment go up. We offered several times to give her a ride back home if that was not satisfactory to her, she declined and agreed to buy the car. She asked us what color we could do the leather seats in. We advised that would cover the seats in any color leather that was offered by the company that did the leather, and told her that black or tan would look best. She left the dealership smiling ear to ear with her new car. The next week she called and said that she wanted red seats and wanted us to pay to have the door trim panels covered in red leather as well so it would match. We told her that is not what we agreed to. She complained and told us that we should do what ever we needed to do to make her happy. She also had a man call the dealership and pretend to be a lawyer to try to intimidate us into adding the door panels free of charge , insinuating that he was going to take "legal action" if we did not give in to her demands. Mrs [redacted] was extremely rude and unreasonable every time she called. The paper work that she signed and the manager signed for "work promised" was listed as only "leather seats" we recommend black or tan. The vendor that provides us with our leather services in Raleigh NC called us and complained that Mrs [redacted] was rude and condescending with them as well, and tried to file complaints on the receptionist for that company as well. Mrs [redacted] feels that she should get whatever she wants regardless of what was promised. We have done everything that we promised to do and went above and beyond to earn her business. We will not reimburse Mrs [redacted] for anything as we did everything we said we would do, as well as offered to give her a ride home if she did not want to buy a vehicleConsumer Response If I was not approved on a fifteen thought dollar dodge charger at Dough henry please tell me how I was approved on the same year and model but the one you guys sold to me was over 16k. That doesn't make quite sense? And IF I was not approved by the bank and I was told that, Do you really think I would still take the ride out there If I was told the bank did not approve me? Let be honest, You send a driver to come get me because You knew I needed a car, and I wanted a white charger and since you already had a white charger already sitting at your lot for over time and had to sell it, you thought well if I have a driver come get her and bring her to the store I'm sure we get tell her we can coordinate the seats to her interest which will also increase the interest value. My point is for this complaint is because I did not walk out happy, or am I still happy how I was treated, lied to, and manipulated. As I tried to address the issues to someone else because I was not going to keep getting disrespected with comments like " I feel like I did you a favor by picking you up, your credit is bad, you can't speak to anyone else only I can address this issue with you, What do you think this is [redacted] My Ride." So yes I have the right to make a complain even if I don't get a reimbursement its okay, this issue was going to be addressed properly. People will at least have caution of purchasing a car from here, also seeing that I was not the first person to make a complaint. You will continue to have complaints continuously if you lie to people telling them there are approved on a particular car and you show them something else, And Your rude for telling me" I wish I never sold you the car." The only thing you did was pick me up, you didn't do one thing for me or for your business. Lets not forget after I did complain and you heard I was calling other locations asking for the owner for the way you spoke to me; which is probably you are intimated to let me speak to someone over you. Did you forget to leave out the only thing you did offer and turned around and denied to the vendor was that you said Dough Henry would pay half for the door panels and when I called the vendor company to have [redacted] sign off for the door panels you told them you turned down that offer, just one day later. So what did u try to do for me again? NOTHING! My seats still has not been done yet!And I still didn't hear your response to your disrespectful comments MR. [redacted], or let me guess you are going to deny every one.

Troubles: car detail promise not followed, payment problems, customer service problems, finance problems, breech of verbal contract, no return calls! We purchased a [redacted] from doug henry of kinston. Apon purchase we were promised that our vehicle would be detailed if we brought the vehicle back up to car lot at a later date, which we did and were given several excuses to why it couldn't be done at that time. We were also promised another key to vehicle at which we never recieved. After several attempts to get the vehicle detailed they then promised to pick the vehicle up from our residents themselves at which they never followed through with. After several attempts to call to get assisted in our concerns we were promised a call back from manager at which we never recieved a call. We recieved a letter from a finance company stating our credit was denied, after reviewing the letter we called doug henry to find out what was the matter and we have yet to get a explanation.We asked for fuel to be put in the vehicle apon purchase at which they put in $10.00 worth and We asked for a hauling hitch at which We did not get. We have had nothing but the run around dealing with this dealership. They have no customer appreciation. I would never recommend anyone to this company. From the beginning of the deal we were given a price and we wheeled and dealed until we had a number we agreed on and after we made a deal and signed contracts they threw another price in that wasn't even the deal. I'm a truely disappointed and unsatisfied customer! Desired SettlementI would like for doug henry to abide by verbal contract which is as follows, fuel in the vehicle, the vehicle detailed, the contract to be correct and agreeable, a spare key, and would very much so like them to have excellent communication skills and then to return phone calls, and I wouldn't mind an apology.////

Non authorized excessive automobile loan inquiries.I [redacted] , received a call from my brother, [redacted] and [redacted](salesman at Doug Henry Dealership) to cosign a credit application for a automobile loan on or around September 11, 2015. I responded that I could get the loan financed through my bank [redacted]. [redacted] contacted my bank by telephone to begin the process; however the representative from [redacted] informed to initiate an account for my brother, [redacted], we would both have to visit the branch office. I relayed the information to Mr. [redacted]. Mr. [redacted] response was to just cosign the original loan with my brother. He provided documentation to begin the process.He stated he needed my identification and proof of employment. I provided the requested items.He left the office and returned shortly and said the loan was approved.However , he stated additional items were needed to validate proof of residency. I provided proof of residency as requested. Everyone seemed satisfied , until I got reports reflecting on my credit file that 9 excessive credit loan inquiries were made from the Doug Henry Dealership. I immediately called [redacted] , and informed him about all the negative inquiries. He informed me that he wasn't aware of the inquires and he would talk with his manager. He apologized and told me he would call back. Two days passed and I received no reply so I called [redacted]. The contact number that was provided on the business card was no longer a valid telephone number. I called the business afterwards and was unable to make contact to resolve this matter.I am providing proof of the negative inquires below: Since your last update on Sep 8, 2015, 8 inquiries have been added to your [redacted] credit report.Lender Industry Inquiry Date Reported By[redacted]Finance Sep 9, 2015 [redacted]Finance Sep 9, 2015 [redacted] Sep 9, 2015 [redacted]Finance Sep 9, 2015 [redacted]Finance Sep 9, 2015 [redacted] Finance Sep 9, 2015 [redacted] Finance Sep 9, 2015 [redacted]Finance Sep 9, 2015 [redacted]Finance Sep 9, 2015 [redacted]Desired SettlementI am requesting that the responsible person at Doug Henry remove the 9 excessive transactions because I have not authorized permission to apply for credit loans.Business Response Mr [redacted] signed a complete credit application. He spent over 3 hours in the store with the salesperson and the finance manager trying to get approved as a cosigner for his brother to buy a car. He signed over 15 documents including a credit application to try to buy a car. We can provide all the documentation that he signed as proof. I believe that he is trying to cause grief because the loan was ultimately rejected by the lender because of his brothers income. The credit union that he is referring to also rejected his and his brothers loan, which is why they came in the store and tried to apply for credit with the lenders that we work with. This is completely and totally a misrepresentation of the truth on his part. We cannot removed the credit inquires because he signed a credit application and applied for a loan.