Durango Motor Company

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]

To Whom It May Concern: In response to presented concerns from ***s through the Revdex.com; ID - [redacted] 4/21/16: ***s came in late afternoon to test drive a FJ CRUISERSales Manager presented the selling price for above described vehicle and [redacted] agrees to go forward with applying for financing to purchase said vehicleMr [redacted] filled out a credit application and was submitted by Sales Manager to Financial SourceThe application is approved through Financial Source pending Mr [redacted] fulfills the following stipulations; 1) references, 2) proof of income, 3) confirm current auto loan was being dissolved by trading in on purchase of FJ Cruiser and 4) dealership pay a $bank fee, which was agreed to by all Sales Manager informs Mr [redacted] of the finance rate, term and of the stipulation requirements to which Mr [redacted] agrees to Sales Manager then turns the purchase packet over to Finance Manager for completion of documents and signaturesWith understanding by Mr [redacted] that until he fulfills the requested stipulations the loan would not, be finalizeAdditionally, with further assurance from Mr [redacted] he would provide requested stipulations ASAP, Sales Manager gives authorization to allow Mr [redacted] to take the FJ Cruiser home that day4/24/16: Mr [redacted] brings in stipulations requested and the information is sent to Financial Source for final approval and funding4/28/16: Loan Representative from Financial Source contacts Finance Manager informing him that Mr***'s stipulation regarding proof of income did not match what he put on his applicationOn the credit application Mr [redacted] stated that he, made $per monthHowever, when reviewing Mr, ***'s pay check stub Financial Source Representative determined it did not support the $4,per month as statedAt that time Financial Representative also inform our Finance Manager that Financial Source had been trying to reach Mr [redacted] to interview him regarding this matter and had not been able to reach him, nor had Mr [redacted] returned their callsFinancial Representative asked our Finance Manager if he would please assist in having Mr [redacted] call themOur Finance Manager accomplished' this via phone and text and ultimately made contact with Mrs***Our Finance Manager stressed the importance of Mr [redacted] calling Financial Source as his pay stub information did not match what he put on his credit applicationMrs [redacted] was hesitant in having to bother her husband regarding this matter, but agreed to contact him and pass on the message5/3/16: Financial Representative from Financial Source calls our Finance Manager to inform him that M ***:failed the interview; meaning they had determined that Mr [redacted] was unable, to fulfill the stipulations as promised, mainly his proof of income and they would not proceed with funding the loanAt this same time our Finance Manager suggested to Financial Representative to consider the options of having Mrs [redacted] cosign, proving there is enough income to support loan approval and funding the purchaseRepresentative agreed and the Sales Consultant contact Mrs***He explained the need for her to cosign in order for the purchase to be approved and fundedThis was done in a very professional manner, which can be confirmed pending Mr [redacted] is willing to provide all the phone calls he states were recordedMrs [redacted] was hesitant at coming in stating she was told when her husband bought the FJ that we had everything we needed and the deal was doneShe reluctantly agreed and filled out her customer statement5/5/16: Financial Representative calls our Finance Manager informing him that Mrs***'s income did bring them over the income threshold; however her credit history did not support funding the purchaseAt this time our Finance Manager went to his supervisor the General Sales Manager who informed Finance Manager to do whatever it took to assist the ***s with getting the financing necessary to finalize the purchaseFinance Manager then proceeded to contact his Direct Representative atFinancial Source seeking his assistance in getting the loan approvedDirect Representative was brought up to date who then took the information to a senior loan officerDirect Representative was able to get an exception to their loan approval guidelines resulting in an approval and funding pending dealership's willingness to give up the finance reserve (our profit on the financing) which we willing did in order to get the exception and an approval for our ***sAdditionally, Financial Source honored the original rate and structure which is not the norm when stipulations are not provided as committed5/6/16: Mr [redacted] notifies Financial Source that they have a death in the family and could not come in to sign until the following Monday or Tuesday5/10/16: Our Finance Manager contacts our ***s and asks if they will be making it in today***s came in and resigned their paperworkThese documents were sent overnight to Financial Source for funding5/11/16: DEAL FUNDED! This same day we receive a letter dated 5-9-from the Revdex.com stating ***'s position regarding our team members and dealershipThe unfortunate piece to this transact was that Mr [redacted] was unable to fulfill the stipulation of PROOF OF INCOME resulting in all the time and effort required from our ***'s and our teamAdditionally with our well known commitment to [redacted] Enthusiasm, without hesitation our dealership relinquished the finance reserve profit to assist our ***s with being approved, getting the loan funded and, retaining the EXACT SAME RATE AND LOAN TERM as was originally proposed even though the original credit application was deemed incorrect by Financial InstitutionSincerely, Mike A [redacted] Owner Value Auto's of Durango

Guest was traded out of their current vehicle into a different vehicleThey are happy with the outcomeTom O [redacted] GM

To Whom It May Concern: In response to presented concerns from [redacted]s through the Revdex.com; ID - [redacted]. 4/21/16: [redacted]s came in late afternoon to test drive a 2010 FJ CRUISER. Sales Manager presented the selling price for above described vehicle and [redacted] agrees to go forward with applying for...

financing to purchase said vehicle. Mr. [redacted] filled out a credit application and was submitted by Sales Manager to Financial Source. The application is approved through Financial Source pending Mr. [redacted] fulfills the following stipulations; 1) 3 references, 2) proof of income, 3) confirm current auto loan was being dissolved by trading in on purchase of 2010 FJ Cruiser and 4) dealership pay a $395 bank fee, which was agreed to by all Sales Manager informs Mr. [redacted] of the finance rate, term and of the stipulation requirements to which Mr. [redacted] agrees to Sales Manager then turns the purchase packet over to Finance Manager for completion of documents and signatures. With understanding by Mr. [redacted] that until he fulfills the requested stipulations the loan would not, be finalize. Additionally, with further assurance from Mr. [redacted] he would provide requested stipulations ASAP, Sales Manager gives authorization to allow Mr. [redacted] to take the 2010 FJ Cruiser home that day. 4/24/16: Mr. [redacted] brings in stipulations requested and the information is sent to Financial Source for final approval and funding. 4/28/16: Loan Representative from Financial Source contacts Finance Manager informing him that Mr. [redacted]'s stipulation regarding proof of income did not match what he put on his application. On the credit application Mr. [redacted] stated that he, made $4000.00 per month. However, when reviewing Mr, [redacted]'s pay check stub Financial Source Representative determined it did not support the $4,000.00 per month as stated. At that time Financial Representative also inform our Finance Manager that Financial Source had been trying to reach Mr. [redacted] to interview him regarding this matter and had not been able to reach him, nor had Mr. [redacted] returned their calls. Financial Representative asked our Finance Manager if he would please assist in having Mr. [redacted] call them. Our Finance Manager accomplished' this via phone and text and ultimately made contact with Mrs. [redacted]. Our Finance Manager stressed the importance of Mr. [redacted] calling Financial Source as his pay stub information did not match what he put on his credit application. Mrs. [redacted] was hesitant in having to bother her husband regarding this matter, but agreed to contact him and pass on the message. 5/3/16: Financial Representative from Financial Source calls our Finance Manager to inform him that M [redacted]:failed the interview; meaning they had determined that Mr. [redacted] was unable, to fulfill the stipulations as promised, mainly his proof of income and they would not proceed with funding the loan. At this same time our Finance Manager suggested to Financial Representative to consider the options of having Mrs. [redacted] cosign, proving there is enough income to support loan approval and funding the purchase. Representative agreed and the Sales Consultant contact Mrs. [redacted]. He explained the need for her to cosign in order for the purchase to be approved and funded. This was done in a very professional manner, which can be confirmed pending Mr. [redacted] is willing to provide all the phone calls he states were recorded. Mrs. [redacted] was hesitant at coming in stating she was told when her husband bought the FJ that we had everything we needed and the deal was done. She reluctantly agreed and filled out her customer statement. 5/5/16: Financial Representative calls our Finance Manager informing him that Mrs. [redacted]'s income did bring them over the income threshold; however her credit history did not support funding the purchase. At this time our Finance Manager went to his supervisor the General Sales Manager who informed Finance Manager to do whatever it took to assist the [redacted]s with getting the financing necessary to finalize the purchase. Finance Manager then proceeded to contact his Direct Representative at. Financial Source seeking his assistance in getting the loan approved. Direct Representative was brought up to date who then took the information to a senior loan officer. Direct Representative was able to get an exception to their loan approval guidelines resulting in an approval and funding pending dealership's willingness to give up the finance reserve (our profit on the financing) which we willing did in order to get the exception and an approval for our [redacted]s. Additionally, Financial Source honored the original rate and structure which is not the norm when stipulations are not provided as committed. 5/6/16: Mr. [redacted] notifies Financial Source that they have a death in the family and could not come in to sign until the following Monday or Tuesday. 5/10/16: Our Finance Manager contacts our [redacted]s and asks if they will be making it in today. [redacted]s came in and resigned their paperwork. These documents were sent overnight to Financial Source for funding. 5/11/16: DEAL FUNDED! This same day we receive a letter dated 5-9-16 from the Revdex.com stating [redacted]'s position regarding our team members and dealership. The unfortunate piece to this transact was that Mr. [redacted] was unable to fulfill the stipulation of PROOF OF INCOME resulting in all the time and effort required from our [redacted]'s and our team. Additionally with our well known commitment to [redacted] Enthusiasm, without hesitation our dealership relinquished the finance reserve profit to assist our [redacted]s with being approved, getting the loan funded and, retaining the EXACT SAME RATE AND LOAN TERM as was originally proposed even though the original credit application was deemed incorrect by Financial Institution. Sincerely, Mike A** Owner Value Auto's of Durango

Guest concern has been resolved.

Guest was traded out of their current vehicle into a different vehicle. They are happy with the outcome. Tom O[redacted]GM

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]