Family Ford Mercury, Inc.

Review: My mom traded a 2008 Ford [redacted] the week of November 25, 2013 for a 2013 Ford [redacted]. The loan was approved, all papers signed. A week or two later the loan company decided to decline the loan due to me having possession of the car in North Carolina that the Ford dealership failed to inform them on. I still had the car in my possession in North Carolina and still do while they figured out a way to try and put it into mine and my husbands name. They finally got a loan approved in mine and my husbands name and overnighted the contract agreement papers to us. That was the week of December 23,2013. We signed the papers and overnighted them back in the same week. My husband has since deployed to Afghanistan and I have NOT received ANY paperwork validating that this car is In fact in our name officially. I am supposed to make our first payment to the loan company on February 5,2014 however, I do not feel as I should be making a payment quite yet without having any confirmed paperwork in my possession. Also, my husband has just received a bill in his name in the amount of $239.00 with absolutely no itemized reasoning. I called the ford dealership and they have stated that the bill is the charges of using "an outside title company". No one ever told us that would would be charged for this at all as we were understanding that it was included into the loan. At this point we are refusing to pay it, as we were not notified until this bill for their lack of communication! This obviously was not our fault and I feel as we should NOT be responsible for their actions!Desired Settlement: I do not want to be responsible for payments on this car until I have ALL copies of signed paperwork and also, we are not going to be responsible for the $239.00 bill for the tags and registration!

Business

Response:

February 3, 2014

Dear **. [redacted],

Our company Is in receipt of complaint ID [redacted] filed with your office.

To address the statement, our company worked very hard to assist this customer in obtaining a vehicle loan in her name and her husband's name. When the overnighted paperwork was returned to our company by the customers, the down payment of $239.00 was not included. After a period of time we still had not receive the down payment, therefore I mailed a statement. This amount has nothing to do with the tax, tags or registration. This amount is past due, I am hoping legal action will not be necessary.

I do not understand the statements or the confusion, however to simplify the matter, if the customer would look at the bill of sale for her car, line 10 clearly states there was a deposited needed of $239.00 leaving a balance to be financed on line 13. As for the matter of the vehicle registration, that will come from the department of transportation in North Carolina. And finally as for the monthly car payments, this matter is between her and the bank as per the terms of the bank's contract.

Hope this clears up any misunderstandings.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I was NEVER told that I was the one responsible for ANY down payment! When I received the call from Family Ford regarding the approval from [redacted], absolutely no one ever told me we were being held responsible. I was told by [redacted] that he had it taken care of to get this loan approval to go through. If that was the case,that Ross and I would be held responsible for that, my husband and I would have taken care of it at that time. The bill for "past due amounts was NOT itemized in which I Had to call and find out what it was for. Also, before we mailed the signed paperwork back, I called [redacted] to ask about receiving copies of the paper work and her reply was that she would mail them to me but I have yet to receive those!

Regards,

Business

Response:

In regard to [redacted]'s rejection of response to complaint [redacted], I will forward photo Copies of the bill of sale and the bank contract both signed by her and her husband. Each Document clearly states there is a $239.00 down payment required.

We have already given significant discounts to the [redacted]'s in order for them to qualify for The financing, therefore absorbing their down payment is not an option we will consider.

The down payment of $239.00 must be made.

Sincerely,