Equity Auto Center

Review: I am filing this complaint because I exhausted my patience with Equity Auto Center of Glendale (EAC). All I am asking is to get the refund check of $895.00 for the cancelation of Gap insurance policy on 2014 KIA Sportage. I have been waiting for this check since December 2015. I purchased the vehicle on October 26, 2015. However, I canceled the Gap Insurance policy in 12 hours after checking with my other insurance company. It offered me a similar insurance just for $3 a month. I wrote Equity Auto center a letter and went to see them in person. The finance manager agreed to start the cancellation process and gave me the form to fill out. I kept checking the Gap Insurance third party company (Portfolio) website. It shows the cancellation was finally processed on January 12, 2016 (see attached copy) and the check was ready. I don’t understand why this dealer (EAC) held onto it.

After the cancellation request, I went to their office more than 4 times, I sent them two faxes and called them so many times for follow-up (I have all the copies of emails and faxes I sent to them). Luckily, they picked up my call once and promised me to receive the check soon, which I never got (like other complainants mentioned, they generally don’t pick up the calls. Neither do they call back. Their voice mailbox is ALWAYS full). They claim the cancellation is processed by one staff only on Friday. How is that possible? Well, I don’t care about their internal business organization. All I need is my gap insurance cancellation check. I am not even asking for the reimbursement of interests that have been charged by the bank on gap insurance dollar amount as part of the entire financed loan. I just want them to resolve this issue.Desired Settlement: All I need is for Equity Auto Center to mail me my gap insurance cancellation check. I am not even asking for the reimbursement of interests that have been charged by the bank on gap insurance dollar amount as part of the entire financed loan. I just want them to resolve to give me the check.

Business

Response:

Tell us why here...To Whom It May Concern: This letter is in response to a complaint filed by [redacted] Complaint# [redacted]. Thank you for bringing this matter to our attention. Equity Auto Center has looked into this matter and found the following. A check for cancellation of gap was mailed to [redacted] Dealers services Check# [redacted] This check cannot be sent to customer because all funds for cancellations must be forwarded to the funding lender as per our dealer agreement. Thank you Equity Auto Center considers this matter to be resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. However, your finance manager said he would mail the check to my home address. He asked me to fill out the form with my address. In addition, all the times I came to your office in Glendale (Equity Auto Center) or called, you never mentioned your agreement with [redacted], which is new to me. Your staff always said the check will be mailed to me. Therefore, this was a miscommunication on your part and your staff made me waste much of my time. At least, I deserve an apology!I checked with [redacted] and noticed that you mailed the check like you said. The amount for refund was supposed to be $830.08 but it seems there was only deposited $780 on my loan account. This is not a big deal, anyway. I am satisfied with your response. However, please, it would be better next time to respond to customers' requests as soon as possible. The fact that this simple matter took about 3 months (From December 2015 to February 2016) resolve did not make me happy.

Regards,

Review: I purchased a vehicle from this company and they have delayed the transfer of title and registration. I am wanting to refinance from the place they financed me through against my wishes. They would not cooperate with my credit union regarding title requirements , which in this case, proved to be founded. They said they would transfer title to me and have not. I have a loan on this vehicle but it is not titled in my name. My credit union would have financed this vehicle, but they required the Equity auto to present a clear title in my name with The [redacted] Credit Union listed as lein holder. [redacted], the financial manager refused to do this and said he would put the loan through on the back up contract I signed. He informed me that I could refinance from [redacted] Bank as soon as I received a copy of the loan papers. I still cannot because the title work has not been completed.Desired Settlement: I want this title and registration transferred immediately to my wife and my names as they told me they would do with the bank they put me through, [redacted]

Business

Response:

To Whom It May Concern: This letter is in response to a complaint filed by Efrain [redacted] ID # [redacted]. Thank you for bringing this matter to our attention. Equity Auto Center has processed the title and registration paper work for Mr. [redacted]. Mr. [redacted] will get his registration in the mail in 3 to 5 business days, or my request a duplicate set and any 3rd party DMV. Thank YouEquity Auto Center

Review: I purchased a vehicle 45 days ago and my temporary plates have expired 11/14/15 and they have not even filed for the permanent plates as I have found out through the MVD. I called them and spoke to the receptionist who stated that she spoke to the manager (who refuses to speak with me) and I should still be able to drive the car 4 days after it has expired. She also stated that they were holding $500 because I didn't pay my down payment in full, but I did and advised her on this. I had to call the MVD to pay my appropriate fee's. The receptionist did state that she would call me back, but never followed through.Desired Settlement: I would like my permanent tags so that I can drive the car.

Business

Response:

Thank you For Bringing this matter to our attention. Equity Auto Center has resolved the issue.

Consumer

Response:

[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.]

This complaint has been resolved. I have be given my permanent plates today, 11/17/15. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased the car from Equity Auto Center, and they arranged a loan with Vehicle Acceptance Corporation. After I made my January 2015 payment I had only 4 payments remaining. I received notice that my loan was now thru another company based in California. I called Vehicle Acceptance Corporation to find out the name and number of the new loan company. They told me it was Equity Auto Center that retracted the loan and that I would have to call Equity Auto Center. I have called Equity numerous times to talk to someone there who could give me the information. There have been numerous promises that someone would get back with me. No one has and now my account is over due, which I am sure is being reflected on my credit report.Desired Settlement: I need an answer. What is the name, address and telephone of the company that took over my loan.

Business

Response:

To whom it may concern. This letter in response to a complaint filed by [redacted] , Regarding the balance on theloan for the 2003 Dodge Caravan Sport. The Payoff Balance as of 2/26/2015 is 718.97. This balance must be paid in full befor Leincan be released and until such time the balance is outstanding the vehicle willstill be at risk for repo. Customer maypay off balance by phone or by mail to the following address listed below. Equity Auto Center [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. After speaking with [redacted] from Equity he is aware that I am truly dissatisfied with the company's treatment of my account. This account went into default because they chose not to respond to my calls. I expected a letter from the actual company that is "servicing" this account, and I have received none. I expect that upon receipt of my check that will be in the mail tomorrow, Friday, May 22, 2015, I will immediately be mailed the deed to my car as promised.

Regards,

Review: I bought a car through this car lot and they did not inform me nor the financing bank that this vehicle had a branded title from California. The bank rescinded the deal with the lot and I returned the car as soon as the bank told me and now I am asking for my down payment and my vehicle that I traded in. I have been in constant contact with them since learning that the vehicle had a branded title (lemon vehicle)which was after the second week. I had been trying to resolve the issue with them personally and they told me no refunds and offered to put me in another vehicle. I do not trust this dealer and have no desire to do business with them any longer.Desired Settlement: I want them to refund my down payment and return my vehicle

Business

Response:

To Whom It May Concern:This letter is in response to a complaint filed by [redacted] . On August 17 2015 Mr. [redacted] purchased a 2013 Nissan Sentra. Mr. [redacted] was given an opportunity to test drive and inspect the vehicle. Mr.[redacted] decided at that time to purchase the vehicle and signed a valid retail installment contract. Equity Auto Centerdisclosed at time of sale that the vehicle he was purchasing was a Lemon LawBuy Back. The 2013 Nissan Sentra is not a Salvage Title as Mr. [redacted] Claims. Equity Auto Center had Mr. [redacted] sign the appropriate disclosures. Equity Auto Center also explained at time of purchase that we do not have a return policy and the contract is valid and binding to a lender of our choosing. Mr. [redacted] contacted Equity and said he was not happy with his purchase so Equity Auto Center offered him a full refund on his purchase to be credited towards the purchaseof any other vehicle in our inventory. At that time Mr. [redacted] did not like any other vehicle and requested us to find him a specific vehicle that was more in the price range of the vehicle he purchased to this Equity agreed. Equity has contacted Mr. [redacted] on several occasions with different optionsand he has declined them all. Equity Was informed by [redacted] that he purchased a Toyota at another dealer under his mothers name and just wanted to return the vehicle he purchase after driving itfor over 50 days. Equity reminded Mr. [redacted] that we do not have a returnpolicy. The Offer to trade Mr. [redacted] out of the vehicle still stands. Mr. [redacted] was explained that he is still responsible for making the payment to CaliforniaAuto Finance who will be servicing the loan until he decides on a vehicle or ifhe decides to keep it. Mr. [redacted] needsto understand that the trade in value of the vehicle will be affected by normal ware and tare and use of mileage. Healso needs to understand that not paying on his loan will result in a repossession that will affect his credit. Thank you for bringing this matter to our attention, please let us know if you need and further information. Equity Auto Center[redacted]

Consumer

Response:

Hello Ms. [redacted], First and foremost, thank you so much for looking into this matter. I was wondering where should I respond to the letter from equity auto? This is my first time seeing this. I also wanted to let you know I turned the vehicle back into the dealership Wednesday Oct 7th and the dealership has had 2 different companies since then try to finance me. I informed both companies I was not in possession of the vehicle and do not wish to be financed, the second company called me again yesterday and said that the dealership informed them that I am still in possession of the vehicle.Thank you,[redacted]Also, what Equity auto stated is far from the truth. They never disclosed the vehicle status as a Lemon buy back to him nor [redacted]. [redacted] has a stated policy that they do not finance vehicles with salvage or branded titles. [redacted] is named on the contract as the financer. When the financing was in process with Equity Auto, the title had not been updated with DMV (originally from California) and had been showing as "clear." He went to Equity Auto (with his friend/supervisor) the week after the sale with this information and they told him that they could not do anything. So this conflict shows that the car lot has been practicing deceptive business practices. If [redacted] knew about the branded title they would not have financed the vehicle. I have included two link which states the information regarding salvage/branded titles. See the web links below for explanation of their policy. Also, according to ARS 44-1266 the dealer has to provide the purchaser a written notification that the vehicle has been replaced or repurchased, which they never did. Additionally, their "Buyers Guide" states that the vehicle has a "Warranty" and the warranty still applies but the Nissan owners manual page 11 states that SALVAGE TITLET his limited warranty does not apply to any vehicle, and is rendered VOID if the vehicle is (or ever has been)issued a “salvage” or similar title including, but not limited to junk, scrap, rebuilt, or flood titles under anystate’s law;

Business

Response:

To Whom It May Concern:This letter is in response to a complaint filed by [redacted]

[redacted] Complaint# [redacted]. On August 17 2015 Mr. [redacted] purchased a 2013

Nissan Sentra. Mr. [redacted] was given an opportunity

to test drive and inspect the vehicle. Mr.

[redacted] decided at that time to purchase the vehicle and signed a valid retail installment

contract. Equity Auto Center

disclosed at time of sale that the vehicle he was purchasing was a Lemon Law

Buy Back. The 2013 Nissan Sentra is not a Salvage Title as Mr. [redacted]

Claims. Equity Auto

Center had Mr. [redacted]

sign the appropriate disclosures. We

have copies of them as proof. Equity Auto Center also explained at time of purchase that we do

not have a return policy and the contract is valid and binding to a lender of

our choosing or Equity

Auto Center

can hold the loan internally. Equity has contacted Mr. [redacted] on several

occasions with different options and he has declined them all. At this time Mr. [redacted] is in default of his

obligation to make payments due to his failure of not making his 1st payment. A default notice has been

mailed to [redacted]. If Mr. [redacted] does

not pay the amount of 11505.34 in full by November 20th 2015 Equity Auto

Center will begin

repossession proceeding. Mr. [redacted] will be liable for the remaining balance

of loan after vehicle has been sold at auction.Equity

Auto Center [redacted]

Review: I have called multiple times regarding a vehicle I purchased and traded my previous one.

I was told that they have no details regarding the payoff and typically the payoff is received within 45 business days. It's almost two months now and I'm paying for two cars and own one. How is this possible? They don't answer my questions, avoid me, navy federal credit union has not received any payoff as of today. I demand some answers and why they keep stalling with the payoff towards my previous vehicle.Desired Settlement: I would like for equity auto center to finish what they promised according to the contract.

Pay off my loan as promised when taking my BMW as a trade I for a new used vehicle.

Business

Response:

Thank you for bringing this matter to our attention. After review of this account, Equity found that this matter has been resolved. The lender has cashed a check from the dealer and told us it could take up to 4 weeks for the account to post as paid for the customer.

Review: I purchased a 2011 Chevrolet Aveo from this dealer on 11/9/13. Per our contract we traded in our 2006 Chevrolet Trailblazer for $6,000.00. As of today the payoff to the Trailblazer's lender has not been made. Equity Auto has possession of the vehicle and I repeat no payoff has been sent to [redacted] to pay off this loan. I have already made one payment and am now on the brink of needing to send another one. I need this resovled.Desired Settlement: For Equity Auto to send the payoff check to [redacted] to complete the transaction.

Business

Response:

To Whom It May Concern, Equity Auto Center shows this account to be paid off in full and considers this complaint to be resolved. Please contact us should you have any other questions or concerns. Thank you, Equity Auto Center

Equity auto does not fulfill their contracts. When trading in an vehicle they do not pay the current lien holder in a timely manner. This has resulted in a poor credit rating for their customers. When contacting their finance department you are given the run around. They will place you on hold and not return.

Review: Equity Auto Center improperly taxed my car purchase. They claimed to use the [redacted] state sales tax rate, instead they taxed my purchase at the [redacted] state tax rate. I am an active duty Marine stationed in [redacted] and I am a resident of the state of [redacted]. I informed Equity Auto Center of my residency status and they promised to tax my purchase at the [redacted] state rate. Instead they taxed my car purchase at 9.5% and have refused to help me resolve the matter. After numerous phone calls and promises to help I never received any assistance in correcting the sales tax issue. Fed up after two and a half weeks of active and constant contact with Equity Auto Center and continually getting the run-around, I requested legal hlep and had a Marine attorney speak with the owner of Equity Auto Center. The owner, Mr. [redacted], refused to talk with me or my attorney. He claimed that it is their policy to never speak to anyone over the phone. He insisted that the only way to resolve the issue was for me to return to [redacted] from my home in [redacted]. He stated that he would only handle the issue "in person".Desired Settlement: Refund/return of sales tax paid to [redacted]

Train employees and staff on collecting the proper state tax for all out-of-state residents.

Change company policy to allow for telephonic resolution of problems once customer identity has been verified.

Business

Response:

To Whom It May Concern,

[redacted] purchased a vehicle at Equity Auto Center on April 20th 2013. The information Mr. [redacted] provided to our Finance team stated that he lived in [redacted] and the driver’s license given was also that of [redacted]. Under the tax code for the State of [redacted] and the State of [redacted] customers whom purchase their vehicles in the State of [redacted] and reside in [redacted] due to the tax being higher in [redacted] are to be charged [redacted] State tax which at that time was 6.6% also because Mr. [redacted] took delivery in the county of Maricopa and the City of [redacted] he is required to pay county tax in the amount of .7% and city tax in the amount of 2.2%. Equity Auto Center strives to satisfy every customer 100% but find that we followed all taxing rules based on the information provided. Please feel free to contact us if you have any questions.

Thank you,

Equity Auto Center

Review: When trading in a 2003 [redacted] to this dealership in order to buy a used 2010 [redacted], we signed paperwork stating they would pay off the trade in after three weeks from date of purchase which was Sept 30, 2013. On Nov 13th, I noticed the truck had yet to be paid off by this dealership. This company does not pick up phone calls nor return calls. I was able to contact someone who informed me that the payoff check was sent on Oct 31, 2013. I contacted the bank and found out they had not received anything from this dealership. After many attempts to contact this dealership, I finally was able to talk to someone there. I was informed that the check sent out on Oct 31st would be cancelled with my permission and a "runner" for the company would pay the bank on Nov. 14th to pay it off. My wife had to drive to the dealership to pick up her new registration but also received a new plate, which we told the salesman at the time of purchase we would like to keep the old plate, he said that wouldn't be a problem. When my wife told this to the employee, he told her to "fix it yourself." The payoff amount has yet to be paid and this is now 45 days after the purchase of the new used vehicle and the [redacted] was traded to this dealership. I've already had to make one full payment so not to hurt my credit report and score but cannot keep doing this.Desired Settlement: To pay the payoff as stated in the signed contract.

Review: I bought a vehicle November 27th and at the time agreed to add the extended warranty. However I returned a couple days later to cancel it. On that day I filled out paperwork to confirm the cancellation. The warranty company also confirmed it has been cancelled. At the time of cancellation I was told that it could take up to 90 max for my refund to apply to my vehicle loan balance. I have made several calls, and gone in in person several times to try and figure out why it hasn't been done and every time they have told me something different and consistently told contradicting lies. Every time I've explained the issue they tell me no one is available to assist me but that they would talk to "the guy" who handles that and give me a call back. It has been over 4 and a half months. The last time I went in once again they told me "It probably got lost in the mail that they sent it in March" another time they told me "we didn't have your account number we sent the check." When I requested the information on this check they told me they sent in march, they refused to give it to me and told me it was confidential information. I also asked to speak with "the guy" that handles refunds and they told me I'm not allowed to talk to them that only they can.

I went in again on April 15 and the sales manager, Mr. M[redacted] said there was nothing they could do for me except look into and call me back next week. At this point I have been told so many different things, each several times by different people, being told I'd get called back, or that they'd look into etc. At this point I'm fully confident that they have no intention of issuing the refund to my lien holder.Desired Settlement: I would like them issue my refund that I signed for when I cancelled the check. Along with a check number and information to where they sent it to. Basically, I would like reliable proof that they did what was contracted and what they're accountable for.

Business

Response:

Thank you For Bringing This matter to our attention. Equity Auto Center has looked into the matter and found the following. A check was written to [redacted] check# [redacted] in the amount of $1520.00 and has cleared our account. Equity Auto Center called [redacted] and was told the amount was credited to the [redacted] account. Equity Auto Center Finds this matter to be resolved.

Review: On May 30, 2015 I purchased a 2013 Nissan Altima from Equity Auto Center at [redacted]. Before the end of the following week I received notice from the new finance company of my first payment amount and due date. From that information I presumed that my traded vehicle a 2007 Toyota Prius had been paid off with my credit union and second lien holder. However, on June 12th I received a notice from my bank that the bi-weekly payment to my second lien holder for the Prius had been processed. That shocked me as I was certain that Equity had paid off the Prius by the time the new finance company billed me. That unanticipated banking transaction caused a delinquency with my gas company and water company.

I immediately called Equity Auto to inquire about their delinquency in paying off the traded vehicle. Their rude response was that it can take up to 30 days to make the payoff. I called them again a week later after confirming from both of my creditors that the payoff had not yet been received. I was told the same thing it can take up to 30 days. Another week passed (it’s June 26th)and once again the bi-weekly payment to my second lien holder was charged to my checking account. I tried to initiate a stop payment prior to the charge but my bank could not stop it. So in addition to a stop payment charge an NSF charge was added when my electric bill went through after the second lien holder overrode the stop payment and charged my account.

After that another call was paced to Equity Auto a salesman took a message and said the finance manager would call me back. No callback came. The week of June 29th I called Equity and reached Cindy who informed me that it could take anywhere from 30 to 45 days, now they were adding even more time! Now I was approaching over 30 days late with my Prius payment even though my credit union was aware of the problem with Equity they still had to report the delinquency to the Credit Reporting Companies.

My vacation had been scheduled for a drive up to Sedona on the 4th of July weekend. After arriving in Sedona after a 112 mile highway trip the car began to emit a knocking sound from under the hood. The car had 51,349 miles on it when purchased giving it a little over 6,000 miles of manufacturer’s warranty remaining. I immediately made a service appointment with the Nissan dealer and cut my vacation short to take the car in. This problem only added to my exasperation and disgust with Equity. Not only were they not paying off my traded vehicle and trashing my credit but they sold me a problematic lemon of a car with engine problems.

On July 7th I called Equity and threatened to report them to the Revdex.com if the payments were not made immediately. I requested to speak to the owner but Cindy advised she was not in and would relay the message and have a manager call me back within ten minutes. To date I have not received a call back from Equity and today is July 9th. An hour later I phoned my Credit Union to inquire and was told that Equity had called for the payoff amount and that a check would be Fed-Ex’d to them overnight. The second lienholder reported the same.

The following day I received a call from my Credit Union stating that they received a check but it was UNSIGNED! They made two phone attempts to Equity with no answer and called me to let me know. I was able to reach Equity and again spoke to Cindy who advised me that they were aware and were issuing a stop payment on both checks to the Credit Union and the second lienholder. To date, again today is July 9th at 4:45 pm the Credit Union and the second have not received a signed check!

I would like for Equity Auto to offer to amend the situation by performing the following remedies:

1. Sending letters to all three credit reporting companies explaining that the over 30 day late delinquency was of no fault of mine and the late payment was totally their fault and to request that any negative report be removed from my records stemming from [redacted] Credit Union, and Southwest Gas, and Epcor Water Company for the months of June and July.

2. Paying the NSF and stop payment fees incurred as a result of their delinquency in paying off the Prius amounting to $35 NSF and $31 stop payment fee =$66. Also pay the additional charges deducted from my checking account by the second lienholder on the Prius which to date is two payments of $118.05 totaling $236.10 + $66 = $302.10 as of July 9, 2015.

Hopefully, in good faith Equity Auto Center will make an effort to amend their unprofessional business practices by agreeing to my remedy request.

Sincerely ,

[redacted] ColebrookeDesired Settlement: I would like for Equity Auto to offer to amend the situation by performing the following remedies:

1. Sending letters to all three credit reporting companies explaining that the over 30 day late delinquency was of no fault of mine and the late payment was totally their fault and to request that any negative report be removed from my records stemming from [redacted] Credit Union, and Southwest Gas, and Epcor Water Company for the months of June and July.

2. Paying the NSF and stop payment fees incurred as a result of their delinquency in paying off the Prius amounting to $35 NSF and $31 stop payment fee =$66. Also pay the additional charges deducted from my checking account by the second lienholder on the Prius which to date is two payments of $118.05 totaling $236.10 + $66 = $302.10 as of July 9, 2015.

Hopefully, in good faith Equity Auto Center will make an effort to amend their unprofessional business practices by agreeing to my remedy request.

Business

Response:

To Whom It May Concern: This letter is in response to a complaint filed by [redacted] complaint ID#: [redacted] . Thank you for bringing this matter to our attention however a review of our records shows [redacted] Federal Credit Uonion account#[redacted]and Speedy Cash Accounty #[redacted]both in the name of [redacted] are paid in full. At this time Equity Auto Center considers this dispute to be resolved.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This complaint has not been resolved. Equity Auto finally paid off both loans however due to their delinquency in paying I was charged $236.10 in additional payments from [redacted] in addition to $101.00 in bank fees for overdrafts and etc., caused by Equity not paying as contracted. The sale date of my vehicle was May 30, 2015 with Equity not paying [redacted] until July 17, 2015 and [redacted] Federal Savings on July 22,2015. This caused my credit rating to drop drastically, negatively affecting my purchase of a new vehicle ( the 2013 Altima purchased from Equity had to be sold due to the engine knocking after having it for only four weeks). My credit score dropped resulting in my having to downsize to a Sentra and being forced to pay A higher interest rate and higher payments. Let me reiterate that Equity not only needs to pay the two [redacted] payments Of $236.00 bank charges of $101.00 and report to all three Credit Agencies that the late payments were from no fault of mine and have it removed from all three reports. The complaint is not closed and has not been settled unless the concerns listed above are resolved.Regards,

Business

Response:

Equity Auto Center has reviewed the response form, [redacted] and will consider a good faith reimbursement of 50.00 Dollars. Mrs [redacted] can call Equity at [redacted] to arrange time of pick at witch time she can pick up the check at Equity Auto Center [redacted]. Thank you for your continued assistance in resolving this matter.Equity Auto Center

Review: One of my two issues. When I first bought this 2009 Nissan Sentra I was told it came with 1 year bumper to bumper warranty through Nissan. I requested this proof in writing and signed. It's been more than a month and I have yet to receive this. 1 year bumper to bumper is huge and for Nissan to tell me that is not true, it extremely upsets me.Desired Settlement: They need to finish what they started and I need that paperwork. It was not included in my original paperwork.

Business

Response:

To whom it may concern This letter is in response to a complaint filed by [redacted] Complaint ID#[redacted]. Thank you for bringing this matter to our attention this matter has been resolved.

Review: My wife and I purchased two [redacted] (2012, 2013) from Equity in June of 2013. Both still had valid 5 year manufacturer warranties, which I have verified with [redacted], yet we were informed there was no warranty for either vehicle, and were each sold an additional 3 year warranty by Equity. The warranties are from a company called [redacted], sold through Equity. I have attempted to contact Equity several times by phone and email about this issue and have received no response, not even an acknowledgement of our concerns.Desired Settlement: I would like a full refund for what these warranties cost.

Business

Response:

This letter is in response to a complaint filed by [redacted]

[redacted] Complaint ID # [redacted]. Warranties are a cancelable item and may be canceled by the customer atany time. The customer must provide thedealer with a notarized secure odometer with the miles on the vehicle at timeof cancelation along with a signed cancelation letter and copy of driver’s license. The cancelation may take 6 to 8 weeks toprocess and the refund will go the lender if the vehicle is financed. Paperwork may be dropped off or mailed toEquity Auto Center [redacted]. Thank you for bringing this matter to our attention. Please let us know if there is anything elseyou may need. Equity Auto Center[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.You offered to partially refund the 3 year warranties my wife and I purchased through your dealership. I believe we are entitled to a complete refund, since your salesman sold us warranties that were completely unnecessary, neglecting to inform us of the existing 5 year manufacturer warranties. If we had known, we obviously would not have purchased the 3 year warranties from you. In addition, I have tried to contact your dealership several times about this matter, by phone and email, and never received a single response. You did not respond until the Revdex.com became involved. Because I live in [redacted], that was my only option. I would like to know why returning a call or email is this much of an issue with your business. We purchased two vehicles from your dealership and I think we deserve to be dealt with honestly.

Regards,[redacted]

Business

Response:

To Whom It May Concern: This letter is in response to a complaint filed by [redacted]. The Extended Service Contract gives customersadded benefits that do not come with the manufactures warranty. Manufactures warranties cover factory defectsor workmanship. Service Contract Cover mechanicalbreakdowns on components that a customer picks as part of a package coveredcomponent. [redacted] may cancel theextended service contract but will only get the remaining balance of unusedportions.

great service

Review: Bought a 2011 Impala May 2014, it had check engine light on. [redacted] salesrep mentioned it was the fuel cap and was told to bring it back in if the light didnt go away. Had to buy a new fuel cap because the one the car had didnt even fit right. Engine light was still on and called the dealership to make an appointment to fix it. Was told they werent to keep overnight or for the weekend since I expressed to them it was my only means of transportarion. Took in my car at 9a friday morning, never got a call from them for the whole day regarding status. I called them at 4p to check on it and was told they were still checking it out and will call me back as soon as possible. No call back from anybody so I called around 5:30 and was told by the manager [redacted] that the part hadnt arrived and will probably keep the car overnight but was going to call me back at 6 to let me know final decision. He also told me that it only took them 15 mins to figure out the problem which was a sensor in the fuel tank but again wasnt called to let me know anythng. He was giving me the runaround. He called after 6 leaving me voicemail that they had to keep the car while I was sitting outside in thier parking lot. Got off to talk to him personally but supposibly he had left already. Talked to [redacted] salesrep and was told it was going to get fixed sat morning and they were going to call me if the part arrived or not. No call following morning so I called them again and was told part didnt arrive. Again no communication to the customer. Spoke with manager [redacted] but he didnt know when the part was going to arrive and if they were going to keep the car for the whole weekend. Picked up my car late saturday unfixed because I wasnt going to let them fix it after everything they put me thru. When I got in my car I noticed a reciept from a fast food restaurant after my car was dropped off friday morning. Why drive my car to a fast food place when you suppose to be checking on whats wrong with it????? My gas was also low wasting my gas and wasnt reimbursed for the money they spent running my car to a fast food place. It also had a scratch on the drivers side mirror and scratch on the drivers side. They have horrible customer service and they never answer thier phones. Would never recommend this place to anybody. They dont care about thier customers.Desired Settlement: I want them to reimburse me the gas they used to go buy breakfast burritos after I dropped off my car and reimbursement for what my mechanic going to charge me for the repair

Business

Response:

To Whom It May Concern:This letter is in response to a complaint filed by [redacted] Complaint # [redacted]. Customer was informed by Dealer that we would need the car for several days while parts were ordered and vehicle was repaired properly. Customer was also informed that we would call her as soon as we knew when the car was being done. Customer opted not to have dealer finish repair and requested to pick up the vehicle. Dealer will still repair the vehicle, but customer needs to drop it off and give us time to make the appropriate repairs. Thank YouEquity Auto Center

Review: On 5/16 I purchased a 2011 [redacted]y Aveo from Equity Auto Center. Four days after I purchased the car (5/20), I was at a stop light when my car started to violently shake and then died. After pushing the car off to the side of the road, I was able to restart it and drove it home. I did not have any issues with it for the next few days and after getting the battery checked thought that the issue was a simply fluke. On 5/30 the car did the same thing a total of four times when I was trying to drive it home from work. Expect this time it started to happen as I was driving. I would lose all acceleration and power, slow down and grind to a stop as my car was violently shaking. I would have to wait several minutes in the 110 degree heat before starting it back up and limped back home. It did this a total of 4 times. As I was within my initial 15 days of purchasing the car, I called Equity to have them come pickup the car and get it fixed.

A day later (5/31) no one had called me to tell me the status on my car. When I called them the person I spoke with said that the car was fine and I could come pick it up. When I asked what the issue had been with the car, he told me that it was simply a switch in the car's computer that got fried by the sun that controlled the acceleration. They said they had fixed the issue and I could pick up the car.

On 6/1 my boyfriend drove to the dealership from [redacted] to pickup my car. When I was there I asked them if there was any paperwork showing the work that had been done. They told me that there was no paperwork and everything was fine.

The first thing I noticed when I got back into my car was that they had used about half a tank of gas and put over 60 miles on it. The real issue came after I left the dealership to return home. Less than 15 minutes after leaving the dealership I noticed an issue with my car when I would try to keep my speed. I would give the car more gas but I was losing acceleration. Then the car would surge forward as if it was finally switching gears. I turned around and returned to the dealership and told a manager about this issue. He got into my car and I drove to show him the issue. The car did the issue again, and then the manager had us switch seats so that he could drive as he claimed he didn't feel the issue.

This "manager" then proceeded to go well over 25 miles over the speed limit without his seat-belt on and randomly slamming on the breaks. I had to tell him to slow down in my car as I thought that he was going to cause an accident. He then started to tell me that the issue I was having was coming from the fact that the car has a tiny engine and it wouldn't accelerate as fast as I wanted it to. We returned to the dealership and he told me that if I had any further issues with the car to simply give them a call and they would pick it up and fix it.

The very next day (6/2) as I was leaving my boyfriend's apartment the car died the same way that it had before. I turned around and while trying to park the car it died again. Right away I called the dealership and no one answered the phone as it was Sunday and they are not open. I left a voicemail describing the issue and asked for someone to call me back. The next day (6/3) I was speaking with a manager named [redacted] who told me that he would have the car towed back. I was at work at the time and didn't know the address of my boyfriend's apartment where the car was at. Furthermore as I was at work I had the key for the car. [redacted] told me to call him after I got off of work and they would pick up the car and that they would pay for the tow. I tried calling several times after 4 pm and again no one answered the phone. I also couldn't leave a message as the voicemail box was full.

The next day (6/5) I called again and spoke with [redacted] who said he would have the service supervisor call me. [redacted] (the service supervisor) called me and told me that there was never an issue with my car and that they would not pay for a tow truck to pick up the car and if I wanted them to "Check the car again" I would have to pay a tow truck to their dealership. He proceeded to tell me that there was never an issue with my car and he was the one who drove it for those 60 miles and never had an issue so they didn't check it any further past that. When I told him that I live in [redacted] and did not feel safe driving this car that would randomly die while driving on the Loop 202 in rush hour traffic, his exact words to me where "Ma'am, I fully believe that you are capable of driving this car but would rather have us pay to tow it. And that is something that we are not going to do."

I then called and spoke with [redacted] again and he also changed his tune as well and said there was never an issue with the car. He also recanted his previous statement when he said that they would pay for the tow on my car. When I requested paperwork on the work that they had claimed they did, he said I would only get the paperwork if I brought the car back in. As they kept changing their stories on me and refusing to help me, I disconnected the call.

I called [redacted] here in [redacted] and spoke with their service supervisor [redacted] and explained the issues that I was having with my car. He told me that with the mileage on the car, that [redacted] would still pay for a tow to get it looked at. He agreed with me that it would not be safe for myself, or other drivers on the road, for me to drive the car with the issues I was having. He sent out a tow truck the next day, and the day after that called to tell me that within the first 5 miles of driving my car it died on him the way that I had described it. He said that the issue was a switch in the transmission that controlled the shifting of gears needed to be replaced. They replaced the part and I was able to pickup my car. I have not had a single issue with it since.Desired Settlement: The repairs were not covered by the extended warranty that I purchased with the car, therefore I had to pay for the repairs out of my own pocket. It is my very firm believe that Equity Auto Center did not do any repairs on the car and kept it just long enough to move outside of the lemon law time frame and did not want to pay for the repair. This is further supported by their refusal to provide me with paperwork for the "work" done, and their recant that there was ever an issue.

At all this point all I want is to be reimbursed for the repairs that I had to pay for in the amount of $297.01 as this was an issue they should have taken care of but lied to me to get me to go away.

Business

Response:

To Whom it may concern,

We strive to have 100% satisfactory from all of customers, however it appears that we were unable to diagnose or duplicate the issue Ms. [redacted] was having with her Aveo. Equity Auto Center would be glad to as a good will reimburse Ms. [redacted] the $297.01 she paid in repairs to the vehicle. Please have her bring in a copy of the bill showing what repairs were done to the vehicle and we will write a check for reimbursement.

Thank you,

Equity Auto Center

Review: Got my car last March 2013 nothing but problems from the start. They told me no damage and gave me carfax. All lies. Nothing is covered with bogus warranty they sold me because it is damage from a non reported accident. I have shelled out so much money and been told my car is actually unsafe to drive. they ignore calls don't answer phones from start and here I am with it in the shop again. this place should not be able to rip people off and lie to peopleDesired Settlement: I am trading this car in and about to lose a lot of money they can buy it back for what I owe and I can start over and still will be at a loss

Business

Response:

To Whom It May Concern:

This letter is in response to a complaint filed by [redacted]

[redacted], Complaint ID# [redacted]. Equity

Auto Center

has reviewed the complaint filed by [redacted]. Equity

Auto Center

is willing to have [redacted] bring the vehicle by for inspection so that we

may present her with an offer of purchase.

[redacted] may contact me at ###-###-#### to schedule a time for her to

bring in her vehicle. Thank you for

bringing this matter to our attention.

Please contact us if there is any additional information you may need.

Equity

Auto Center

Glendale

AZ 85301

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I wanted to add that I am willing for them to make me an offer on my car but not saying that fulfills complaint until I know what is offered. They can easily offer me less than worth.

I have taken a lot of time and work into my car. Driving to them is even a cost since it is not close. I am afraid to go there and waste my time for an unfair offer. I get my car has lost value over the year but they caused this issue for me by lying.

Thank you

Business

Response:

This letter is in response to a complaint filed by [redacted]

[redacted], Complaint ID# [redacted]. Equity

Auto Center

has reviewed the complaint filed by [redacted]. Equity

Auto Center

is willing to have [redacted] bring the vehicle by for inspection so that we

may present her with an offer of purchase.

[redacted] may contact me at ###-###-#### to schedule a time for her to

bring in her vehicle. Thank you for

bringing this matter to our attention.

Please contact us if there is any additional information you may need.

When [redacted] brings in the vehicle We can give make her an offer of purchase but we will need to see the vehicle so that we can get the exact miles and condition of the vehicle. She may take the vehicle to Equity Auto Center to [redacted] Glendale AZ 85301.

Review: We purchased a car October 28th. They were supposed to pay off the loan and have 30 days to do so. They give us the run around and lie every time we inquire about the loan. They told us it was sent on the 24th of November, then on the 30th of November. It has not been paid and we cant get resolution. [redacted] is the lien holder of the car and is about to send our account to collections.Desired Settlement: simple: pay off the loan as agreed

Business

Response:

Thank you for bringing this matter to our attention. Equity Auto Center has looked into this matter and finds that the vehicle pay off was made to to [redacted] for a 2006 Ford Mustang check# [redacted]as cleared our account and [redacted] stated that the account will show paid in full in two to three weeks. At this time Equity Auto Center considers this matter resolved.

Review: Purchased a car from equity auto, they gave me a far blue book offer for my trade in. The new car was picked the sales contract was written & signed. They took my trade in and the keys. Two months later I'm still making payments on the trade in they took possession of, and the bank that holds the note has not been paid off, as was stated in the contract I signed with Equity Auto. They seldom answers their phones and when they do either the manager who handles this is out and will call me back "which in six attempts has never called back" or they say it's scheduled to have a check cut to the bank for payoff this week but than a week later no payoff has been done.Desired Settlement: Payoff the Auto I traded in as per the contract we signed.

Business

Response:

This letter is in responce to a complaint filed by [redacted]. Equity Auto Center has paid Mr [redacted] car off and has contacted him regarding a check he can pick up for the difference in pay off. Thank you for bringing this matter to our attention. Please let us know if there is any additional information you need. [redacted]Equity Auto Center