E-Z Loan Auto Sales, Inc.

Thank you tbr allowing me the opportunity to respond to Mr***complaintMr*** is a two time EZ Loan customer purchasing his second vehiclefrom us on 5/22/not 115/as he stated_ The vehicle purchased was a PontiacGrand Prix with 95,milesThe vehicle was fully
reconditioned, passed NYSI, andhad a clean titleHe willfully signed all necessary documents to complete his vehiclepurchase and financing arrangements, which clearly explained all of his obligations,responsibilities, and rights as a vehicle ownerMr*** recently traded his vehiclein to another dealer with 115,miles on itIn just over a year and a half Mr***put roughly 20,miles on his vehicle and never once brought up a concern to us norwas a repair order ever generated for any type of concern in our shopAll our vehiclescome with a year 24,mile warranty and free diagnosis in our shop should anunforeseen issue arise on what is a used carI'm pretty confident that if there was anytype of issue, which there wasn't he would have let us know priorThere is absolutely nophysical proof that his vehicle ever had frame damage or that it was even ever in anaccident, not that in reality either of those things would deem a vehicle unsafe or notallow it to be sold againVehicles are repaired everyday in body shops all acrossAmerica, they even have frame machines in them to properly and safely repair a damagedframe so they can be resoldApparently and unfortunately during negotiations for hismost recent purchase Mr*** had his trade in devalued by his selling dealer and ifthey truly gave him nothing for it as he stated then they made a substantial profit afterrecently selling it at a local auto auctionThe terms he agreed to on his most recentpurchase have nothing to do with EZ Loan, they are between him and his selling dealer.EZ Loan Auto Sales takes customer satisfaction and safety very seriously andunequivocally would never intentionally sell an unsafe vehicleWe do not knowinglysell cars that have been branded in any way shape or form periodMr*** claimor opinions are baseless and slanderousNothing will be provided to Mr*** in theform of a settlement and no further communication will be had with him.John G***

July 28,
In regards to: ID ***
Revdex.com
Bryant Woods South
Amherst, NY
Dear ***:
First of all thank you for allowing me the opportunity to address ***'s concerns and requestShe purchased a vehicle from EZ Loan Auto Sales on April 5th,
This was her second vehicle with us and she willfully signed all necessary documents to complete her vehicle purchase and financing arrangements, which clearly explained all of her obligations, responsibilities and rights as a vehicle ownerThe vehicle purchased was a pre owned Jeep Liberty with 124,miles on itOne of the documents she signed was the NY State Used Vehicle imited Liability Warranty which states vehicles in NY Sate sold with over 100,miles are considered "as is" beyond NYS inspection and no warranty coverage or assistance needs to be provided by the selling dealerHowever EZ Loan Auto Sales takes customer satisfaction very seriously and includes on most of our vehicles a year/24,mile limited warrantyWe know our customers don't purchase vehicles every day, so we take all necessary steps to eliminate any confusion Not only do we verbally explain the coverage we actually have the customer re write a portion of itThe section they write out clearly explains what's covered and what's not, along with the corresponding deductiblesThis document is enclosed for your review and *** of course received a copy at delivery. Also out side of warranty concerns are always considered on a case by case basis to determine if any assistance can be provided in the form of free service
I don't completely understand why *** drove for months and 3,miles before getting the vehicle to our shop if these concerns supposedly existed at the time of deliveryIf there was some sort of miscommunication on our end I apologizeHowever a simple phone call from her to our service department and she would of had an appointment with in most likely a weeks timeWe don't deny service appointments and all diagnosis is free to our customersAs far as the repair itself it was actually covered under the warranty that she agreed to, rewrote the terms of and signed at the time of deliveryAll she paid was the $deductible plus tax and the warranty took care of the additional $The repair order is enclosed for your reviewIf the spare tire is actually defective and hasn't been changed yet then I would be more then happy to replace it for freeKeys are not a covered component but I will work with her directly to figure out what the most cost effective solution is to resolve her concernIf interested I can be reached at ###-###-####Moving forward EZ Loan will continue to honor the terms of her warranty and foster a positive business relationship through open dialogue between *** and appropriate EZ Loan staff should an issue occurOur service manager is *** *** and he can be reached at ###-###-#### and *** *** our service Director can be reached at ###-###-####Please let me know if there are any further questions
Sincerely,
*** ***
General Manager
EZ Loan Auto Sales

Consumer contacted Revdex.com to advised that the vehicle has been returned to the company along with the title. The consumer wants to be done with the business and have no future contact with them as he returned the vehicle

July 17,
In regards to: ID ***
Revdex.com
Bryant Woods South
Amherst, NY
Dear ***
First of all thank you for allowing me the opportunity to address ***'s concerns
and requestAs stated she purchased of vehicle from EZ Loan Auto Sales on June 17th, She willfully signed all necessary documents to complete her vehicle purchase and financing arrangements, which clearly explained all of her obligations, responsibilities and rights as a vehicle ownerThe vehicle purchased was a pre owned *** Focus with 124,miles on itOne of the documents she signed was the NY State Used Vehicle Limited Liability Warranty which states vehicles in NY Sate sold with over 100,miles are considered "as is" beyond NYS inspection and no warranty coverage or assistance needs to be provided by the selling dealerHowever EZ Loan Auto Sales takes customer satisfaction very seriously and includes on most of our vehicles a 2 year/24,mile limited warrantyAlso out side of warranty concerns are always considered on a case by case basis to determine if any assistance can be provided in the form of free service***'s vehicle has had two repair orders opened on it, both are attached for your reviewTo the best of my knowledge all verifiable concerns have been rectified at absolutely no cost to herIf she believes concerns still exist I would be more then happy to test drive the vehicle with her along with appropriate service personal and address any verifiable concerns that may be present accordingly to the documents she signed at vehicle purchaseI had a very cordial conversation with *** on July 1st explaining to her that her vehicle can't be returned and no refund will be givenDuring that conversation she expressed concern about meeting some of her upcoming contractual obligations so I encouraged her to reach out to her account manager at *** *** *** *** to see if any arrangements can be madeMoving forward EZ Loan will continue to honor the terms of her warranty and foster a positive business relationship through open dialogue between *** and appropriate EZ Loan staff should an issue occurPlease let me know if there are any further questions or concerns
still exist, I can be reached at *** *** ***
Sincerely,
*** ***
General Manager
EZ Loan Auto Sales

Than you for allowing me the opportunity to respond to Mr*** concern. As he stated he purchased a vehicle from EZ Loan Auto Sales on March 2016. The vehicle was a pre owned Kia Sedona with 107,miles on it. He
willfully signed all necessary documents to complete his vehicle purchase and financing arrangements, which clearly explained all of his obligations, responsibilities and rights as a vehicle owner. At that time the vehicle passed NYSI and based on mileage didn't qualify for any NYS limited liability warranty coverage. However we take costumer satisfaction and peace of mind very seriously so included with all of our vehicle purchases is a year/24,mile limited warranty and free diagnosis of any concern for as long as they own the vehicle. Outside of warranty adjustments in the form of free service are always considered on a case by case basis when warranted. Mr*** vehicle as of last visit has 150,miles on in which equates to 42,miles driven in just under two years. Unfortunately his vehicle is currently out of warranty based mileage and has been for some time. Over the course of those 42,miles being driven his vehicle was in our shop five times all for different repairs with the first one being nine months and 16,miles after delivery. I've listed all below for your review12/14/124,miles engine replacement, covered under warranty3/31/130,NYSI, oil & filter change, wheel bearing replacement11/9/144,alternator replacement11/22/145,cel crankshaft position sensor replacement2/2/150,gear shift assembly broken and replacedEach time Mr*** vehicle was in our shop we provided him with free diagnosis of all concerns and applied warranty coverage where applicable. We have honored all original contractual terms and would never not live up to our word as he claims. It's unfortunate Mr*** has had these concerns but it's a used vehicle with used components that he has driven heavily during ownership. Mr*** has never reached out to me for a discussion or assistance of any kind. I would be me more than happy to speak with him at his convenience, including exploring the options of trading his vehicle in. As in the past we will continue to foster a positive business relationship with Mr*** moving forward but nothing further will be done in regards to his desired settlement. I can be reached at *** ext *** to answer any further questions

Thank you for allowing me the opportunity to respond to *** ***'s concernShe purchased a *** *** on March 7th with 103,705miles on itAs *** stated the vehicle has had an emissions related check engine light concern that has been on and off over the last month
and a halt: Not positive but I do believe from her last communication with service that it's on currentlyIt's an unfortunate unintentional situation and I understand her frustrationThrough multiple employees we have had very open and professional, dialogue with her over that timeNone has ignored her, or her concernsService concerns get forwarded to and handled by service personnelA customer can call or stop down in person at any time to discuss anything they would like or get any specific questions they may have answered by any staff member in any department including myself* had made no effort to reach me before filing this complaintWe take customer satisfaction very seriously and will go above and beyond what is legally required when a situation warrants itEvery effort to repair ***'s vehicle has been done free of charge and substitute transportation was provided at one point for a period of daysMoving forward EZ Loan will continue to foster a positive business relationship, honor the terms of her warranty, and repair her initial emissions light concern at no cost to herI can be reached at ###-###-#### ifat her convenience *** would like to discuss the situation furtherSincerely, John GGeneral Manager

Ez Loan is a terrible car placeThey sell bad cars and do not fix them unless you back them onto a legal cornerYou should not purchase a car from themJohn G*** does not care about the customer he just wants to sell bad cars at high prices to people in desperate situationsHe took a truck that I payed on for yrs that was falling a part did a lil cosmetic workThen resold same vehicle wit more miles then I got it at for same priceNow someone else is gonna have same problemSomeone needs to stop themI have paper work which proves they lie to customers and give them work orders

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
AAlso I emailed the general manager and our sales rep Frank in the *** *** location.THOSE EMAILS WERE IGNORED!!!! ALSO YES WORK SHOULD NOT BE CHARGED FOR ITS UNDER WARRANTY SEEING HOW XHECK ENGINE CAME ON BEFORE WE EVEN MADE OUR FIRST PAYMENT!!! I UNDERSTAND KNOW WHY THE DEALER HAD THE INSPECTION DONE FOR US OBVIOUSLY THEY KNEW IT WAS AN ISSUE AND WOULD NOT PASS INSPECTION ELSE WHERE....I AM INFURIATED BY THE RESPONSEI MADE EVERY ATTEMPT TO REACH MANAGERS ETC SALES CUSTOMER SERVICE PEOPLE FROM DAY ONE...TRANSPORTATION WAS PROVIDED ONE TIME FOR A COUPLE DAYS...AFTER BEING TO SHOP TIMES BEFORE INCLUDING THE PARTNER GARAGE...***...NOT TO MENTION EZ LOAN....BEFORE OUR PURCHASE EVERYONE WAS EASILY ACCESSIBLE AND WILLING TO HELP....BUT NOW....NOT AT ALL....I WILL SAY THIS STEVE AT THE GARAGE IS THE ONLY ONE WHO HAS DECENT SKILLS AS FAR AS CUSTOMER SERVICE DURING THIS PROBLEM....I FEEL MORE COULD BE DONE...STILL JOT PLESSED...AFTER ND THE " GEN MANAGERS I GO SHOULD BE MORE AVAILABLE
Regards,
*** ***

Thank you for allowing me the opportunity to respond to ***'s complaintShe was initially referred to us by one of our current customers and she submitted an online inquiry on 4/22/for us to assist her with arranging financing and purchasing a vehicleAfter follow up emails were sent and
phone calls were exchanged she set up an appointment to come in on 5/4/which she didWe did not solicit *** as a customer; she chose to and agreed to do business with EZ Loan based on her approval terms that were granted to herShe selected the vehicle, she willfully signed all necessary documents to complete her vehicle purchase and financing arrangements, which clearly explained all of her obligations, responsibilities and rights as a vehicle ownerWe know our customers don't purchase vehicles every day, so we take all necessary steps to eliminate any confusionOnce ownership of the vehicle is taken they can't just be returnedEZ Loan Auto Sales takes customer satisfaction very seriously and *** now has the opportunity to take advantage of the many benefits to our programMoving forward EZ Loan will continue to foster a positive business relationship through open dialogue between *** and appropriate EZ Loan staff should a legitimate concern occurIf there are any further questions I can be reached at *** *** ***
Regards,
*** *** General Manager

As I stated in my previous response I would be more then happy to drive the vehicle with her and our appropriate service personnel to first verify her concerns actually still exist.  All original verifiable concerns were addressed and repaired when the vehicle was in our shop at absolutely no cost to her.  If in fact a concern does still exist then I would be more then happy to schedule her vehicle for further diagnosis and repair at a local [redacted] Dealership of her choice again at no cost to her.  If she has questions in regards to her financial obligations then she should contact her lender.  There is nothing more that will be done for [redacted] at this time.
 
[redacted]

July 28, 2014
In regards to: ID [redacted]
Revdex.com
100 Bryant Woods South
Amherst, NY 14228
Dear [redacted]:
First of all thank you for allowing me the opportunity to address [redacted]'s concerns and request. He actually purchased his vehicle from EZ Loan Auto Sales on March...

18th, 2013. He willfully signed all necessary documents to complete his vehicle purchase and financing arrangements, which clearly explained all of his obligations, responsibilities and rights as a vehicle owner. The vehicle purchased was a pre owned [redacted] [redacted] with 110,792 miles on it which included a 2 year/24,000 mile warranty. As stated per his request financing was arranged for him to purchase a vehicle. Our vehicles are not all the same price and range from $5,995 up to $12,995, customers can pick from any vehicle based on their available down payment and their approval terms from the bank.  [redacted] signed a New York State Retail Installment contract with [redacted] [redacted] agreeing to $175 bi weekly payments for 33 months and yes a positive paid loan will always have a positive impact on his credit. [redacted] was required to keep full coverage insurance on his vehicle as well which is typically the case with any vehicle that has been financed by a bank. We do actively communicate with our customer base as most auto dealerships do and offer a preferred customer program with one year to six months from loan termination not six months to a year from origination as [redacted] thought. [redacted]'s vehicle was in our shop a grand total of three times to date and he spent $151.38 for an oil change and a battery. Repair orders are attached for your review. EZ Loan takes customer satisfaction very seriously, not once did [redacted] reach out to me for any type of assistance in regards to his vehicle concerns. [redacted] apparently dropped his vehicle of at EZ Loan on July 14th, 2014 voluntarily surrendering it. His contractual obligations are with his bank and any discussions in regards to balances owed needs to take place with them. EZ Loan Auto Sales can provide no additional assistance at this time. Please let me know if there are any further questions or concerns still exist, I can be reached at [redacted] 
Sincerely,
[redacted]
General Manager
EZ Loan Auto Sales

July 28, 2014
In regards to: ID [redacted]
Revdex.com
100 Bryant Woods South
Amherst, NY 14228
Dear [redacted]:
First of all thank you for allowing me the opportunity to address [redacted]'s concerns and request. He actually...

purchased his vehicle from EZ Loan Auto Sales on March 18th, 2013. He willfully signed all necessary documents to complete his vehicle purchase and financing arrangements, which clearly explained all of his obligations, responsibilities and rights as a vehicle owner. The vehicle purchased was a pre owned [redacted] with 110,792 miles on it which included a 2 year/24,000 mile warranty. As stated per his request financing was arranged for him to purchase a vehicle. Our vehicles are not all the same price and range from $5,995 up to $12,995, customers can pick from any vehicle based on their available down payment and their approval terms from the bank.  [redacted] signed a New York State Retail Installment contract with [redacted] agreeing to $175 bi weekly payments for 33 months and yes a positive paid loan will always have a positive impact on his credit. [redacted] was required to keep full coverage insurance on his vehicle as well which is typically the case with any vehicle that has been financed by a bank. We do actively communicate with our customer base as most auto dealerships do and offer a preferred customer program with one year to six months from loan termination not six months to a year from origination as [redacted] thought. [redacted]'s vehicle was in our shop a grand total of three times to date and he spent $151.38 for an oil change and a battery. Repair orders are attached for your review. EZ Loan takes customer satisfaction very seriously, not once did [redacted] reach out to me for any type of assistance in regards to his vehicle concerns. [redacted] apparently dropped his vehicle of at EZ Loan on July 14th, 2014 voluntarily surrendering it. His contractual obligations are with his bank and any discussions in regards to balances owed needs to take place with them. EZ Loan Auto Sales can provide no additional assistance at this time. Please let me know if there are any further questions or concerns still exist, I can be reached at [redacted] 
Sincerely,
[redacted]
General Manager
EZ Loan Auto Sales

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The Car is still having the same issues after the issues was supposed to be fixed twice by EZ loan Auto sales repair shop. I do not trust this company as a whole and do not want the vehicle.  No refund need, but would like to be released out of my contract, without credit consequences. Thank you. 
Regards,
[redacted]

February 17, 2015In regards to: 10427405The Revdex.comDear [redacted]First of all thank you for allowing me to address [redacted]'s concerns and request.  She purchased a vehicle from EZ Loan Auto Sales on June 13th, 2014, she willfully signed all necessary...

documents to complete her vehicle purchase and financing arrangements, which clearly explained all of her obligations, responsibilities and rights as a vehicle owner. The vehicle purchased was a pre owned 2002 [redacted] with only 89,291 miles on it. [redacted]'s vehicle has been serviced only twice since purchase by our shop or an approved vendor and everything has been done at no cost to her. The first time was on July 23rd, 2014, the vehicle was towed in and a power steering repair was completed. The second time was on August 22nd, 2014 with a concern of excessive oilconsumption. An oil change was completed at that time and she was asked to return in 1,000 miles so a measurement could be taken. We have not seen the vehicle since, and as recently as January 19th, 2015 she made a service appointment for a concern and failed to show up for it. The repair orders are attached for your review. EZ Loan Auto Sales takes customer satisfaction very seriously and includes on vehicles sold regardless of mileage at time of purchase a 2 year/24,000 mile limited warranty which [redacted] would have been provided a copy of at the time of delivery. Also we provide free diagnosis to our customers in regards to addressing their vehicle concerns. If the needed repairs are not covered under the warranty and a discussion is justified on a case by case basis we will review to determine if any outside of warranty assistance can be provided in the form of free service. EZ Loan Auto Sales does not buy vehicles back. Moving forward EZ Loan will continue to honor the terms of her warranty and foster a positive business relationship through open dialogue between [redacted] and appropriate EZ Loan staff should an issue occur. If[redacted] would like to take the initiative to discuss any current legitimate vehicle concerns she can contact our Service Director Matt Marini at 716-906-8600 ext. 1110. [redacted]'s financing for her vehicle was secured through [redacted]., which is a related finance company. Her contractual obligation tore pay her loan is with them, so as far as her concerns about credit reporting and pay history she would need to speak directly with them. [redacted] is the portfolio manager and his# is [redacted]. Credit reporting is done on a monthly basis to all three credit bureaus according to the customers pay history. They would be more then happy to verify this is accurately happening or correct it if by some slim chance it's not. Please let me know if you have any further questions. Regards,[redacted]General ManagerEZ Loan Auto Sales

[redacted] apparently dropped his vehicle of at EZ Loan on July 14th, 2014 voluntarily surrendering it.  His contractual obligations are with his bank and any discussions in regards to balances owed needs to take place with them.  EZ Loan Auto Sales can provide no additional assistance at this time.  Please let me know if there are any further questions or concerns still exist, I can be reached at [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. 
Regards,
[redacted]

Called business and spoke with John G., he stated that customer vehicle had been repaired.  It was a small pin hole that could not be seen.

7/16/2014
Complaint ID: [redacted]
Dear [redacted]
First of all thank you for allowing me the opportunity to respond to [redacted]'s concerns. As stated [redacted] was involved in purchasing a vehicle at EZ Loan Auto Sales on February 17th 2014. The...

vehicle
purchased was a 2005 Ford Escape with 123,865 miles on it. Per NY State limited liability warranty vehicles sold with over 100,000 miles are sold as is, however since EZ Loan AutoSales takes customer
satisfaction very seriously we include a 2year/24,000 mile limited warranty with a deductible on most of our vehicles purchased. The terms of coverage, components covered, deductibles and loaner vehicle policies are spelled out very clearly and [redacted] received acopy at the time of delivery. I completely agree and understand when vehicles break it's a frustrating situation and inconvenience for all involved. We partner with our customers and make every effort to provide assistance outside of the warranties parameters when justified in the form of free service as was in the case with [redacted]'s vehicle. Her vehicle has been in our shop three times since delivery, the repair orders are included for your review. We never intentionally don't repair something. Each time every verifiable concern has been repaired at no cost to [redacted] whether it was covered by warranty or not, along with covering all towing expenses incurred and waiving her deductible where applicable. Moving forward we will continue to honor the terms of her warranty and foster a positive business relationship through open dialogue between [redacted] and appropriate EZ Loan staff shouldan issue occur. Please let me know if there are any further questions or concerns still exist, I can be reached at ###-###-####.
Sincerely,
[redacted]
General Manager
EZ Loan Auto Sales Inc.

As far as I know it should still be under the warranty

July 28,2014
In regards to: ID [redacted]
Revdex.com
100 Bryant Woods South
Amherst, NY 14228
Dear [redacted]:
First of all thank you for allowing me the opportunity to address [redacted]'s concerns and request. She purchased...

a vehicle from EZ Loan Auto Sales on April 5th, 2014. This was her second vehicle with us and she willfully signed all necessary documents to complete her vehicle purchase and financing arrangements, which clearly explained all of her obligations, responsibilities and rights as a vehicle owner. The vehicle purchased was a pre owned 2006 Jeep Liberty with 124,563 miles on it. One of the documents she signed was the NY State Used Vehicle  imited Liability Warranty which states vehicles in NY Sate sold with over  100,000 miles are considered "as is" beyond NYS inspection and no warranty coverage or assistance needs to be provided by the selling dealer. However EZ Loan Auto Sales takes customer satisfaction very seriously and includes on most of our vehicles a 2 year/24,000 mile limited warranty. We know our customers don't purchase vehicles every day, so we take all necessary steps to eliminate any confusion.  Not only do we verbally explain the coverage we actually have the customer re write a portion of it. The section they write out clearly explains what's covered and what's not, along with the corresponding deductibles. This document is enclosed for your review and [redacted] of course received a copy at delivery. Also out side of warranty concerns  are always considered on a case by case basis to determine if any  assistance can be provided in the form of free service.
I don't completely understand why [redacted] drove for 3 months and 3,789 miles before getting the vehicle to our shop if these concerns supposedly existed at the time of delivery. If there was some sort of miscommunication on our end I apologize. However a simple phone call from her to our service department and she would of had an appointment with in most likely a weeks time. We don't deny service appointments and all diagnosis is free to our customers. As far as the repair itself it was actually covered under the warranty that she agreed to, rewrote the terms of and signed at the time of delivery. All she paid was the $100 deductible plus tax and the warranty took care of the additional $237.87. The repair order is enclosed for your review. If the spare tire is actually defective and hasn't been changed yet then I would be more then happy to replace it for free. Keys are not a covered component but I will work with her directly to figure out what the most cost effective solution is to resolve her concern. If interested I can be reached  at ###-###-####. Moving forward EZ Loan will continue to honor the terms of her warranty and foster a positive business relationship through open dialogue between [redacted] and appropriate EZ Loan staff should an issue occur. Our service manager is [redacted] and he can be reached at ###-###-#### and [redacted] our service Director can be reached at ###-###-####. Please let me know if there are any further questions.
Sincerely, 
[redacted]
General Manager
EZ Loan Auto Sales