Initial Business Response / [redacted] (1000, 5, 2016/11/22) */ Contact Name and Title: [redacted] /CRM Contact Phone: XXXXXXXXXX Contact Email: [redacted] @gmail.com The customer purchased a vehicle On October 5thOur finance department had the first bank approval for the customer but they decided not to provide the loan due their mortgage being days past dueThe second lender that our finance department sent the application to decided to take a risk but would need some information firstThe customer would not return phone calls or texts for request for information that the bank neededIt took 1/weeks to receive pay stubs for both buyersThe bank also required proof of residence that took extra effort to retain from customerThe pay stubs led to the need for more information regarding job gapsIt took a number of weeks to ascertain the job dates and times for both co-buyersOn November 9th, I reached out to [redacted] via text to gather more information about job time and employers [redacted] had indicated that she no longer wanted to speak with anyone else at the dealershipAfter texting back and forth for two days we were able to gather all of the information for the bank regarding job historyOn November 15th, [redacted] was notified that her title processing was complete and that she could go to the BMV to purchase her platesit was at this time that she indicated that they wanted to bring the car back and get their down payment backI explained to her that the loan had funded and we could not advise them to let the car go back to the bank due to it being detrimental to their creditI explained that it is a decision they have to make themselvesI inquired into what had made them change their mind on the purchase and let them know that there could possible be other alternatives to giving the vehicle back to the bankShe stated that she has been battling medical issues and she will probably have to "drop down to part time or quit my job entirely because my medical issues." The customer contacted me again on November 17th to tell me that she had not received the title to take to the license branchI explained to her again that she would not need anything to take to the BMV due to us having already processed the paperwork for her and that it was complete and all they had to do was head to their local bmv locationShe said she would call the bmv on tuesday 11/and it appears she had not done soI even provided her the time they were open on saturdays as wellWe have done everything possible to help this customer
Initial Business Response / [redacted] (1000, 5, 2017/01/04) */ Contact Name and Title: [redacted] General Manager Contact Phone: XXXXXXXXXX Contact Email: [redacted] @groteauto.com First, we would like to tell you how much we appreciate your businessThank you for purchasing a second vehicle from usIt is always our goal to make a lifelong customerWe understand the frustration that you feel regarding the issues surrounding the Infiniti QXpurchaseIt is our goal to take care of these issues in the best way possibleIt will be our pleasure to cover the cost of replacing the digital odometer clusterWe have found that Fort Wayne Infiniti quoted approximately [redacted] for the repair on the display clusterIn addition to the digital cluster we will cover the cost for the issue with the rear wheel bearings with a documented quoteWe have attempted to contact the service center phone number provided by Mr [redacted] to inquire into the status of the repair quote and have received no responseFort Wayne Infiniti has indicated that the work necessary to complete repairs would cost less than [redacted] and not anywhere near the [redacted] as stated by Mr [redacted] ,in his complaintThat is why it is crucial we have documentation from Mr [redacted] 's service centerIn regards to the finance documentation that is necessary to complete the purchase of the vehicle, we have reviewed the finance office camera footage and it does indicate that the documents are indeed in the customer's possessionTwo of the three necessary documents are held in the completed deal file here at the Dealership and the third document is the title application that will allow you to gain tags and have your vehicle titled in OhioWe understand that with all of the finance paperwork that is created during an auto purchase something can get overlookedWe will need those documents either resigned or returned whichever is most convenientIf there are other ways to contact the other service center to gather the proper repair documentation please let us know Initial Consumer Rebuttal / [redacted] (3000, 11, 2017/01/23) */ We did not notice our complaint had posted until this past Friday the 20th of January we have also figured out that the dealership sold the new truck to us over [redacted] more than the vehicle was listed for an effort to manipulate our travalueThe price listed on the vehicle that we purchased was [redacted] but the price they sold us the car for on our contract was over [redacted] who is the general manager for Grote Automotive refuses to acknowledge that the list price for our new purchase was [redacted] and says there's no way of confirming thatWe were supposed to get $6,for our trade in we ended up getting [redacted] insteadWe have recorded phone calls with Brody Representatives from [redacted] and the finance department who is the gentleman who did our paperwork and he has stated that this is accurate we also have print off of the original listing for the Infiniti QXshowing that it was in fact on sale for [redacted] also confirmed that we did not receive [redacted] for our traor anywhere near that [redacted] from Grote Automotive has offered to send us a check in the amount of our repair from the original complaint but has not offered to do anything else for the extreme missepresentations and manipulation of our contractThe check that [redacted] has offered to us has not arrived yetMy husband and I have spoke to the bank that our loan is through they have everything that they need for the new loan and it is in effect but the general manager from Grote Automotive will not send our reimbursement until additional paperwork is signed and sent backIf the deal is done and our sale is final then why do we need to sign any more paperworkThese forms do not include any waiver type of documentation in regards to the reimbursementThis whole situation is just a huge screwjob they have taken every opportunity to overcharge and under service us in this Final Business Response / [redacted] (4000, 13, 2017/01/23) */ Ms [redacted] - [redacted] and your husband spoke last week and resolved all of the issuesIn addition, your husband will be coming in to the dealership today to pick up the check and bring in the signed documents If there any other outstanding issues you may have please give us a call directly (XXX) XXX-XXXX Thank you Final Consumer Response / [redacted] (4200, 15, 2017/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were completely screwed over on our trade inWe were told that we were getting [redacted] or our trade in and we only got [redacted] It wasn't until afterwards that I realized what they did in order two take advantage of usI spoke to [redacted] about this and he told me there was no way to figure out what the list price was for the vehicle because they do not keep that informationI showed him the ad from Grote Automotive that showed the vehicle sales price at [redacted] and also explained the difference in our trade in compared to what we were supposed to actually get [redacted] had us sign new paperwork but the new paperwork had nothing to do with our financing and showed no dollar amountsThe check that [redacted] gave to us just seems like a payoff to keep us quietThis is not acceptable, we will not put up with thisWe have every detail that we need to take a different route making this all right ! We want to give Grote the opportunity to make this right on their own but we are not happy with their decisionIf they do not take care of us like they should we will be taking all of our information to our attorney and possibly the news with all of the lies that took place between the sales rep, his manager and us, we can't accept such a small response with such big issuesGrote Automotive response will most likely be about how they have taken care of us the best they can because they fixed an instrument cluster that they said they would and they replaced wheel bearings which was a safety issue that needed to be done in order to sell the vehicle
Initial Business Response / [redacted] (1000, 5, 2016/11/22) */ Contact Name and Title: [redacted] /CRM Contact Phone: XXXXXXXXXX Contact Email: [redacted] @gmail.com The customer purchased a vehicle On October 5thOur finance department had the first bank approval for the customer but they decided not to provide the loan due their mortgage being days past dueThe second lender that our finance department sent the application to decided to take a risk but would need some information firstThe customer would not return phone calls or texts for request for information that the bank neededIt took 1/weeks to receive pay stubs for both buyersThe bank also required proof of residence that took extra effort to retain from customerThe pay stubs led to the need for more information regarding job gapsIt took a number of weeks to ascertain the job dates and times for both co-buyersOn November 9th, I reached out to [redacted] via text to gather more information about job time and employers [redacted] had indicated that she no longer wanted to speak with anyone else at the dealershipAfter texting back and forth for two days we were able to gather all of the information for the bank regarding job historyOn November 15th, [redacted] was notified that her title processing was complete and that she could go to the BMV to purchase her platesit was at this time that she indicated that they wanted to bring the car back and get their down payment backI explained to her that the loan had funded and we could not advise them to let the car go back to the bank due to it being detrimental to their creditI explained that it is a decision they have to make themselvesI inquired into what had made them change their mind on the purchase and let them know that there could possible be other alternatives to giving the vehicle back to the bankShe stated that she has been battling medical issues and she will probably have to "drop down to part time or quit my job entirely because my medical issues." The customer contacted me again on November 17th to tell me that she had not received the title to take to the license branchI explained to her again that she would not need anything to take to the BMV due to us having already processed the paperwork for her and that it was complete and all they had to do was head to their local bmv locationShe said she would call the bmv on tuesday 11/and it appears she had not done soI even provided her the time they were open on saturdays as wellWe have done everything possible to help this customer
Initial Business Response / [redacted] (1000, 5, 2017/01/04) */ Contact Name and Title: [redacted] General Manager Contact Phone: XXXXXXXXXX Contact Email: [redacted] @groteauto.com First, we would like to tell you how much we appreciate your businessThank you for purchasing a second vehicle from usIt is always our goal to make a lifelong customerWe understand the frustration that you feel regarding the issues surrounding the Infiniti QXpurchaseIt is our goal to take care of these issues in the best way possibleIt will be our pleasure to cover the cost of replacing the digital odometer clusterWe have found that Fort Wayne Infiniti quoted approximately [redacted] for the repair on the display clusterIn addition to the digital cluster we will cover the cost for the issue with the rear wheel bearings with a documented quoteWe have attempted to contact the service center phone number provided by Mr [redacted] to inquire into the status of the repair quote and have received no responseFort Wayne Infiniti has indicated that the work necessary to complete repairs would cost less than [redacted] and not anywhere near the [redacted] as stated by Mr [redacted] ,in his complaintThat is why it is crucial we have documentation from Mr [redacted] 's service centerIn regards to the finance documentation that is necessary to complete the purchase of the vehicle, we have reviewed the finance office camera footage and it does indicate that the documents are indeed in the customer's possessionTwo of the three necessary documents are held in the completed deal file here at the Dealership and the third document is the title application that will allow you to gain tags and have your vehicle titled in OhioWe understand that with all of the finance paperwork that is created during an auto purchase something can get overlookedWe will need those documents either resigned or returned whichever is most convenientIf there are other ways to contact the other service center to gather the proper repair documentation please let us know Initial Consumer Rebuttal / [redacted] (3000, 11, 2017/01/23) */ We did not notice our complaint had posted until this past Friday the 20th of January we have also figured out that the dealership sold the new truck to us over [redacted] more than the vehicle was listed for an effort to manipulate our travalueThe price listed on the vehicle that we purchased was [redacted] but the price they sold us the car for on our contract was over [redacted] who is the general manager for Grote Automotive refuses to acknowledge that the list price for our new purchase was [redacted] and says there's no way of confirming thatWe were supposed to get $6,for our trade in we ended up getting [redacted] insteadWe have recorded phone calls with Brody Representatives from [redacted] and the finance department who is the gentleman who did our paperwork and he has stated that this is accurate we also have print off of the original listing for the Infiniti QXshowing that it was in fact on sale for [redacted] also confirmed that we did not receive [redacted] for our traor anywhere near that [redacted] from Grote Automotive has offered to send us a check in the amount of our repair from the original complaint but has not offered to do anything else for the extreme missepresentations and manipulation of our contractThe check that [redacted] has offered to us has not arrived yetMy husband and I have spoke to the bank that our loan is through they have everything that they need for the new loan and it is in effect but the general manager from Grote Automotive will not send our reimbursement until additional paperwork is signed and sent backIf the deal is done and our sale is final then why do we need to sign any more paperworkThese forms do not include any waiver type of documentation in regards to the reimbursementThis whole situation is just a huge screwjob they have taken every opportunity to overcharge and under service us in this Final Business Response / [redacted] (4000, 13, 2017/01/23) */ Ms [redacted] - [redacted] and your husband spoke last week and resolved all of the issuesIn addition, your husband will be coming in to the dealership today to pick up the check and bring in the signed documents If there any other outstanding issues you may have please give us a call directly (XXX) XXX-XXXX Thank you Final Consumer Response / [redacted] (4200, 15, 2017/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were completely screwed over on our trade inWe were told that we were getting [redacted] or our trade in and we only got [redacted] It wasn't until afterwards that I realized what they did in order two take advantage of usI spoke to [redacted] about this and he told me there was no way to figure out what the list price was for the vehicle because they do not keep that informationI showed him the ad from Grote Automotive that showed the vehicle sales price at [redacted] and also explained the difference in our trade in compared to what we were supposed to actually get [redacted] had us sign new paperwork but the new paperwork had nothing to do with our financing and showed no dollar amountsThe check that [redacted] gave to us just seems like a payoff to keep us quietThis is not acceptable, we will not put up with thisWe have every detail that we need to take a different route making this all right ! We want to give Grote the opportunity to make this right on their own but we are not happy with their decisionIf they do not take care of us like they should we will be taking all of our information to our attorney and possibly the news with all of the lies that took place between the sales rep, his manager and us, we can't accept such a small response with such big issuesGrote Automotive response will most likely be about how they have taken care of us the best they can because they fixed an instrument cluster that they said they would and they replaced wheel bearings which was a safety issue that needed to be done in order to sell the vehicle