FC Auto

Customer called and stated that they had an approved loan for a vehicle which later turned out to be falseThe customer then came in and asked if we could try to get them financed by one of lenders and left a $deposit to hold the carCustomer submitted an online credit application that evening and we took the vehicle off the market and tried to work with the customerWe were able to secure financing, however it turned out that the customer had clearly lied on the credit application they submitted; stated that lived at their current residence for years when it turned out it was less than months and with no proof that he they did(no piece of mail whatsoever); stated they made a certain amount per month at a job for a company they claimed they worked for for years, but yet could not provide with any proof of incotax returns, no bank statements, no cancelled checks, nothingCustomer was simply not able to substantiate any residence nor incomeWe spent countless hours going back and forth with the customer and the finance company over the course of daysEvery time we asked the customer to produce documents needed to verify anything he could notThen we would as the lender for other options, which they would come back with, however, and yet nothing could be substantiated.The spirit of a deposit is to remove a vehicle from being advertised, taking it off the market and hold it for that specific customer and therefore making it unavailable for us to sell to anyone elseWhen the customer first came in on Sunday, I clearly stated that there was another qualified buyer interested in the vehicle but since they had not left a deposit and therefore the vehicle was still available for saleAt that time the customer asked me if they could leave a deposit to secure the vehicle for themselves until we completed the deal During all this time, we honored our end by not selling the vehicle to anyone else, including the previous customer that was interested, who ended up buying a car somewhere elseFurthermore, this person called to threaten us and demand his deposit back, using profane and vulgar language, and always in a demeaning and hostile mannerThis is not the way to talk or deal with peopleAlthough he was a customer that did not give him the right to behave the way he did, and after all, we are still human beings as well

Everything that is in this response can be substantiated by multiple eyewitness accounts:Background:
When *** *** initially came in to see and test drive the car,
she went on a long test drive and performed a thorough evaluation of the
vehicleI was the person that helped herWhen we
opened the rear door it appeared that there were a
regular set and an all weather set of floor mats in the cargo area. When she decided
to purchase the vehicle about a week later, she stipulated that in
order for her to purchase the vehicle that she would want us to purchase
and include a rear cargo cover which was not thereWe told her that we
really do not have the type of markup that other dealers do but since
this was important to her that we would go ahead and order a brand new
one for her from *** and include it in the purchaseAt that time, she
did not ask for anything else or state there was anything missingA
week later, she contacted us and stated that one piece of the all
weather mats was missing-one of the back rear onesWe told her that whatever the old owners of the vehicles left in the car is how we
receive themShe brought the car in soon after that and demanded that
we get her a brand new set of floor mats from SubaruWe told her that
we couldn't do that and tried to accommodate her by offering her another
set of floor mats that we had and she refusedShe stated she wanted
original *** ones and that the ones we offered did not say "Subaru"
on themShe was being very rude and unreasonable according to the
staffWe just told her that we could not buy them for her with the
margins we haveShe left unhappy at that point.*** *** came in on September 8th very angry and demanded to see me right awayShe was told that I was in a meeting and it would be best to have me call her back to to schedule an appointment, but she refused and stated that she would wait until I got back which clearly shows how angry she wasWhen I returned I invited her into my office to meet with both myself and one of the ownersShe explained her very unfortunate circumstance and what had transpired with the flat tire issueShe blamed FC Auto for it entirely, even though she had bought the vehicle almost a month earlierAlthough though I was pretty sure that the lugnut key was in the vehicle, and that I wasn't even sure if she had misplaced the lugnut key or perhaps that it may have been removed by someone she had clean the vehicle or many other scenarios for it to not be in the car at the time of her incident, I was immediately sympathetic and let her take out her frustrations on me and understandably so. I made no excuses and asked her to leave me the receipts of all associated expenses, which when she states that she "promptly brought the receipts", she is misstating so because I in fact asked her for he receipts and she stated that she didn't even have all of them with her, specifically the receipt for the towWhen she asked me to remedy the situation, I apologized repeatedly that this had happened and asked her to leave me the receipts she had on her and to forward me any additional ones and that I would review them and consult with the owners as to what we could doI told her that we would definitely contribute but I could not tell her right then and there how muchAt this point, when she had pretty much achieved what she came in for, but then decided to bring up the subject of the floor mats that came with the vehicleShe began chastising me about how we dealt with situation of the one missing piece of of the all weather matsIn a loud tone she kept asked me "How could you not tell me about the missing floor mat?". I was very puzzled by such a ridiculous question, and responded by asking her if she was insane and the only way to get my words in over hers I had to raise my voiceI asked her how could have I known this ahead of time when we both checked the car on her initial visit both sets of mats to appeared to be thereI simply just didn't know there was one piece of one of the floor mat sets missingShe got even more upset that I raised my voice when she had been raising hers the entire time and she leftNext thing I know is that she is bashing us online and filed this complaintWe were ready and willing to help, but her focus on the floor mat and asking me such a ridiculous, irrelevant question as if I had deliberately known there was one missing piece of the floor mats just ended the conversation by her leaving

"I have spoken with FC Auto Management, and they apologized for the confusion and have agreed to provide me with a check to cover their portion of the repairs." Please let me know if you have any questions. Thank you, ***###-###-####

Everything that is in this response can be substantiated by multiple eyewitness accounts:
Sans-Serif !important; font-size: 12px !important;">Background:
When [redacted] initially came in to see and test drive the car,
she went on a long test drive and performed a thorough evaluation of the
vehicle. I was the person that helped her. When we opened the rear door it appeared that there were a
regular set and an all weather set of floor mats in the cargo area.  When she decided
to purchase the vehicle about a week later, she stipulated that in
order for her to purchase the vehicle that she would want us to purchase
and include a rear cargo cover which was not there. We told her that we
really do not have the type of markup that other dealers do but since
this was important to her that we would go ahead and order a brand new
one for her from [redacted] and include it in the purchase. At that time, she
did not ask for anything else or state there was anything missing. A
week later, she contacted us and stated that one piece of the all
weather mats was missing-one of the back rear ones. We told her that whatever the old owners of the vehicles left in the car is how we
receive them. She brought the car in soon after that and demanded that
we get her a brand new set of floor mats from Subaru. We told her that
we couldn't do that and tried to accommodate her by offering her another
set of floor mats that we had and she refused. She stated she wanted
original [redacted] ones and that the ones we offered did not say "Subaru"
on them. She was being very rude and unreasonable according to the
staff. We just told her that we could not buy them for her with the
margins we have. She left unhappy at that point.[redacted] came in on September 8th very angry and demanded to see me right away. She was told that I was in a meeting and it would be best to have me call her back to to schedule an appointment, but she refused and stated that she would wait until I got back which clearly shows how angry she was. When I returned I invited her into my office to meet with both myself and one of the owners. She explained her very unfortunate circumstance and what had transpired with the flat tire issue. She blamed FC Auto for it entirely, even though she had bought the vehicle almost a month earlier. Although though I was pretty sure that the lugnut key was in the vehicle, and that I wasn't even sure if she had misplaced the lugnut key or perhaps that it may have been removed by someone she had clean the vehicle or many other scenarios for it to not be in the car at the time of her incident, I was immediately sympathetic and let her take out her frustrations on me and understandably so.  I made no excuses and asked her to leave me the receipts of all associated expenses, which when she states that she "promptly brought the receipts", she is misstating so because I in fact asked her for he receipts and she stated that she didn't even have all of them with her, specifically the receipt for the tow. When she asked me to remedy the situation, I apologized repeatedly that this had happened and asked her to leave me the receipts she had on her and to forward me any additional ones and that I would review them and consult with the owners as to what we could do. I told her that we would definitely contribute but I could not tell her right then and there how much. At this point, when she had pretty much achieved what she came in for, but then decided to bring up the subject of the floor mats that came with the vehicle. She began chastising me about how we dealt with situation of the one missing piece of of the all weather mats. In a loud tone she kept asked me "How could you not tell me about the missing floor mat?".  I was very puzzled by such a ridiculous question, and responded by asking her if she was insane and the only way to get my words in over hers I had to raise my voice. I asked her how could have I known this ahead of time when we both checked the car on her initial visit both sets of mats to appeared to be there. I simply just didn't know there was one piece of one of the floor mat sets missing. She got even more upset that I raised my voice when she had been raising hers the entire time and she left. Next thing I know is that she is bashing us online and filed this complaint. We were ready and willing to help, but her focus on the floor mat and asking me such a ridiculous, irrelevant question as if I had deliberately known there was one missing piece of the floor mats just ended the conversation by her leaving.

"I have spoken with FC Auto Management, and they apologized for the confusion and have agreed to provide me with a check to cover their portion of the repairs."
 
Please let me know if you have any questions. 
 
Thank you,
 
[redacted]
###-###-####

Customer called and stated that they had an approved loan
for a vehicle which later turned out to be false. The customer then came in and asked if we could try to get them financed by one of lenders and left a $400 deposit to hold the car. Customer submitted an online credit...

application that evening and we took the vehicle off the market and
tried to work with the customer. We were able to secure financing, however it
turned out that the customer had clearly lied on the credit application they submitted; stated that lived at their current residence for 2 years when it turned out it was less than 6 months and with no proof that he they did(no piece of mail whatsoever); stated they made a certain amount per month at a job for a company they claimed they worked for for 5 years, but yet could not provide with any proof of income-no tax returns, no bank statements, no cancelled checks, nothing. Customer was simply
not able to substantiate any residence nor income. We spent
countless hours going back and forth with the customer and the finance company
over the course of days. Every time we asked the customer to produce documents
needed to verify anything he could not. Then we would as the lender for other options, which they would come back with, however, and yet nothing could be substantiated.The spirit of a deposit is to remove a vehicle from being
advertised, taking it off the market and hold it for that specific customer and therefore
making it unavailable for us to sell to anyone else. When the customer first came in on Sunday, I clearly stated that there was another qualified buyer
interested in the vehicle but since they had not left a deposit and
therefore the vehicle was still available for sale. At that time the customer
asked me if they could leave a deposit to secure the vehicle for themselves
until we completed the deal.  During all
this time, we honored our end by not selling the vehicle to anyone else,
including the previous customer that was interested, who ended up
buying a car somewhere else. Furthermore, this person called to threaten us and demand his deposit back, using profane and vulgar language, and always in a demeaning and hostile manner. This is not the way to talk or deal with people. Although he was a customer that did not give him the right to behave the way he did, and after all, we are still human beings as well.

FC Auto had a pleasure working with [redacted] and did not see this escalating to this point. Upon his initial arrival, [redacted] asked us if he can take the vehicle to a Mechanic of his choice to do a Pre-Purchase Inspection, we willfully obliged and let [redacted] take the vehicle to his mechanic,...

mechanic had told him it was a great truck, therefore [redacted] wanted to move forward with the transaction, he had an older [redacted] that he wanted to trade and we were willing to take it even though it was in really bad shape cosmetically, we felt the vehicle ran good. Our mechanic is closed on Saturday or else we would have had him check the vehicle before we would consider a trade. We ended up taking his vehicle on a trade for more than we really wanted but we also wanted to make the deal, we also discounted $1000k off the new truck and paid $3000k for his trade which according to KBB fair trade was worth $2000k. When [redacted] informed us with the issue he was having we offered for him to take it to our mechanic, the mechanic gave us an estimate (close to, kind of, could be) $2400K for the repair of the Check engine light. After we informed [redacted] he wanted to take it to another mechanic who he said would do it for less. After I personally dealt with our mechanic we got him to honor the same price and we would cover half the cost of the repair, at this point [redacted] did not want to do the work through our mechanic and decided to do the work through his. After we had the trade in vehicle from [redacted] detailed a check engine light was on, not for anything minor but for a catalytic converter which is now costing us around $1500k to replace. By doing a simple diagnostic like most mechanics do he was able to realize that the vehicle had the check engine light reset not more than 30 miles ago. We know that if you bring a vehicle in for a pre purchase inspection the mechanic will first plug up his computer to the ODBII to see if any ECU tampering had happened and then continue to do his inspection. If FC Auto deleted the code before [redacted]'s purchase, the pre-purchase inspection at his Mechanic would have caught that immediately. We purchased this vehicle from the previous owner and the 2 months it has been in our possession we have never had an issue. There is actually a TSB out for this same issue in most [redacted] trucks, so it is not of negligence but of faulty design by the Manufacturer. I am currently out of town but will be getting in contact with [redacted] and coming to a resolution on this matter.