Ms [redacted] entered into a purchase agreement with our dealership that she elected to finance with one of our lender partners, [redacted] Credit Union. Our agreement with [redacted] Credit Union is that credit union members sign their contracts and paperwork at the dealership and not...
at credit union branches.Typically a customer in this situation gets a pre-approval letter from the credit union and brings it to the dealership. The contractual paperwork is then signed at the dealership both as a convenience to the customer and a hedge against errors. Ms [redacted] elected to go through a branch, at the request of a [redacted] Credit Union [redacted]. The [redacted]s motivation for circumventing our arrangement with [redacted] Credit Union I do not have an explanation for. This deviation from our agreement with [redacted] Credit Union is the root of the misunderstanding with Ms. [redacted].All of the paperwork that Ms. [redacted] signed reflects a down payment in the amount of $1500.00 Ms. [redacted] still has not yet paid this amount which has been due since the date she purchased her auto from Werner Hyundai. She was made aware both before and after the paperwork was submitted to the [redacted] at [redacted] Credit Union. The [redacted] is aware that she has not paid it. The [redacted] made no arrangement for the customer to include this amount in her auto loan, but sent the customer back to the dealership with an amount that is $1500.00 less than the total amount due. [redacted] Credit Union has reached out to the customer to offer a couple of solutions to make up the shortfall including offers to re-contract the loan at the dealership for the full amount or contract by signature loan for the $1500.00 that she still owes Werner Hyundai.We regret that Ms.[redacted] had a personality clash with one of our [redacted]s. We have counseled with our [redacted] concerning sensitivity to circumstances that a customer may be experiencing. It is our belief that he was focused on collecting the unpaid balance from the customer and it could have caused him to appear insensitive. It is difficult to determine if a hostile customer who is refusing to pay the remaining balance due on their purchase is experiencing a legitimate [redacted] emergency.We regret that Ms. [redacted] experience turned negative. Our belief is that had her [redacted] at [redacted] Credit Union had followed normal procedure and had Ms [redacted] paid her down payment of $1500.00 which is still due, that she would have enjoyed the same positive purchase experience that the overwhelming majority of our customers experience at Werner Hyundai.
It is very unfortunate that the customer who signed a legal contract that clearly states the customer is providing $1,500 down payment to shorten her trade cycle and reduce the amount to finance, is now claiming the victim role. If the customer that signed the contract that calls for the $1,500 down decided to do the right thing we will gladly accept. If not we proceed to the next logical step.Thank you
Complaint: [redacted]
I am rejecting this response because: I decided to go to a credit union first before going to a car lot. That was my decision. Regardless of what your process is when you try and finance someone through your dealership, I went to my credit union FIRST so that I would know how much I could spend on a car with affordable payments. I had no intentions what so ever of financing anything through your dealership, hence the reason I came in to see he new car and asked for a buyers order. My application at the credit union was time stamped at 9:21 a.m. Whatever you decided to do was at 12:58. In order for the loan to be completed and for auditing purposes, a new buyers order needs to be produced. If not, the check needs to be given back to he credit union. They have old me that you all have been contacting them, but you have given them no real resoulution. He fact that you said my experience would have been better had I paid 1500 dollars annoys me. It's a horrible assumption to make as I would not only be out of 1500 that I didn't have to pay in the first place because I was approved before I walked in the door of your facility, but the numbers on he speedometer and the number on he paper still wouldn't match and you still would have purchased a brand new tag that I didn't need because I already have one! Also, I was not sent back with the wrong amount. Once my phone died, We called to confirm the amount for he check and that is what she made it out for. Please do what is right.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: You are now making this situation a joke by stating that I am playing the victim. You can't reherse for this unfortunately. Please send a updated buyers order to my credit union as I have requested several times and they have as well. I have contacted DMV about the tag you purchased also.
Regards,
[redacted]
Ms [redacted] entered into a purchase agreement with our dealership that she elected to finance with one of our lender partners, [redacted] Credit Union. Our agreement with [redacted] Credit Union is that credit union members sign their contracts and paperwork at the dealership and not...
at credit union branches.Typically a customer in this situation gets a pre-approval letter from the credit union and brings it to the dealership. The contractual paperwork is then signed at the dealership both as a convenience to the customer and a hedge against errors. Ms [redacted] elected to go through a branch, at the request of a [redacted] Credit Union [redacted]. The [redacted]s motivation for circumventing our arrangement with [redacted] Credit Union I do not have an explanation for. This deviation from our agreement with [redacted] Credit Union is the root of the misunderstanding with Ms. [redacted].All of the paperwork that Ms. [redacted] signed reflects a down payment in the amount of $1500.00 Ms. [redacted] still has not yet paid this amount which has been due since the date she purchased her auto from Werner Hyundai. She was made aware both before and after the paperwork was submitted to the [redacted] at [redacted] Credit Union. The [redacted] is aware that she has not paid it. The [redacted] made no arrangement for the customer to include this amount in her auto loan, but sent the customer back to the dealership with an amount that is $1500.00 less than the total amount due. [redacted] Credit Union has reached out to the customer to offer a couple of solutions to make up the shortfall including offers to re-contract the loan at the dealership for the full amount or contract by signature loan for the $1500.00 that she still owes Werner Hyundai.We regret that Ms.[redacted] had a personality clash with one of our [redacted]s. We have counseled with our [redacted] concerning sensitivity to circumstances that a customer may be experiencing. It is our belief that he was focused on collecting the unpaid balance from the customer and it could have caused him to appear insensitive. It is difficult to determine if a hostile customer who is refusing to pay the remaining balance due on their purchase is experiencing a legitimate [redacted] emergency.We regret that Ms. [redacted] experience turned negative. Our belief is that had her [redacted] at [redacted] Credit Union had followed normal procedure and had Ms [redacted] paid her down payment of $1500.00 which is still due, that she would have enjoyed the same positive purchase experience that the overwhelming majority of our customers experience at Werner Hyundai.
It is very unfortunate that the customer who signed a legal contract that clearly states the customer is providing $1,500 down payment to shorten her trade cycle and reduce the amount to finance, is now claiming the victim role. If the customer that signed the contract that calls for the $1,500 down decided to do the right thing we will gladly accept. If not we proceed to the next logical step.Thank you
Complaint: [redacted]
I am rejecting this response because: I decided to go to a credit union first before going to a car lot. That was my decision. Regardless of what your process is when you try and finance someone through your dealership, I went to my credit union FIRST so that I would know how much I could spend on a car with affordable payments. I had no intentions what so ever of financing anything through your dealership, hence the reason I came in to see he new car and asked for a buyers order. My application at the credit union was time stamped at 9:21 a.m. Whatever you decided to do was at 12:58. In order for the loan to be completed and for auditing purposes, a new buyers order needs to be produced. If not, the check needs to be given back to he credit union. They have old me that you all have been contacting them, but you have given them no real resoulution. He fact that you said my experience would have been better had I paid 1500 dollars annoys me. It's a horrible assumption to make as I would not only be out of 1500 that I didn't have to pay in the first place because I was approved before I walked in the door of your facility, but the numbers on he speedometer and the number on he paper still wouldn't match and you still would have purchased a brand new tag that I didn't need because I already have one! Also, I was not sent back with the wrong amount. Once my phone died, We called to confirm the amount for he check and that is what she made it out for. Please do what is right.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: You are now making this situation a joke by stating that I am playing the victim. You can't reherse for this unfortunately. Please send a updated buyers order to my credit union as I have requested several times and they have as well. I have contacted DMV about the tag you purchased also.
Regards,
[redacted]