Initial Business Response /* (1000, 5, 2017/03/25) */
Mrs. [redacted] is correct in the fact that the MSRP from the Manufacturer on the vehicle that she purchased was $33,145.00. Our New Nissan's also have an addendum sticker on them for $1345.00 for a Lifetime Power Train Limited Warranty, door edge...
guards, pin striping and Ardex exterior paint sealant. When the initial pricing was presented to her it was inclusive of the addendum sticker which caused the initial confusion with the customer. She then offered to pay $250.00 over our actual factory invoice and 0% financing for the vehicle including all of the additional items on the addendum sticker or $31,800.00 and that is what she paid. Since receiving this complaint we have reached out to Mrs. [redacted] and went over all of the figures with her again and she said that she now understands and is happy. Therefore we believe this to be resolved.
Initial Business Response /* (1000, 7, 2016/02/04) */
Significant charges to my debit card without notification and disposing evidence of item being disputed.
Since December 2015, I initiated an arbitration on my 2014 jeep cherokee latitude. I dropped my jeep of at chrysler [redacted] in...
Springfield, mo. due to safety concerns driving the 2014 jeep cherokee latitude. These safety concerns were real and very scary. For example, turning into a parking lot and oncoming traffic coming at you at 50-65 mph, and my jeep hesitates and literally pauses into oncoming traffic for about 1-3 seconds, then jeep grabs gear and makes it into parking lot nearly being t-boned by oncoming traffic. At this point I dropped off jeep and requested rental. Mr [redacted] and Mr[redacted] were great at understanding my situation and authorized a rental car for me. I was issued a 2015 Jeep Cherokee Latitude with about 700 miles on it. The radiator hose happened to blow off radiator causing smoke, a loud bang noise, and vehicle fluid everywhere. Mr[redacted] replaced rental with a Jeep Compass [redacted] was a significant downgrade. This vehicle was definitely a downgrade from my 2014 Jeep Cherokee latitude in the shop but I was still grateful for being issued a loaner/rental vehicle. This 2nd rental vehicle had electronic issues always beeping with a constant "i" on the dash and the beeping would sound every 10 seconds. I then brought the 2nd rental vehicle back with complaints. Irratated at me I'm sure, I requested a equal or better vehicle as my vehicle. All they had was a car and another 2015 Jeep Compass. Again, being grateful that I would be issued a replacement while my vehicle was in arbitration. I assume this rental was authorized only due to them getting re-embursed by NCDS Chrysler, which was later denied. Mr[redacted] then told me I would no longer be able to use a rental vehicle. What do I do? My only option was to continue to drive an unsafe 2014 Jeep Cherokee Latitude. Again, against my better judgement.
[redacted] from [redacted] jeep notified me that they were not paying for rental and to request rental re-embursement from the time in shop till arbitration is complete. NCDS denied request: "Unfortunately, I am unable to assist with any issue related rental. You should contact your local dealer or Chrysler Customer Service.
The NCDS only handles the arbitration process. Chrysler and dealership will handle all matters related to warranty repairs and loaner vehicles."
After this request was denied, I returned the 2015 jeep compass [redacted] The day before I returned the rental, I had a flat. I changed the tire myself and found a nail/screw in the BOTTOM of the tire, NOT THE SIDE WALL AT ALL! Upon returning the rental vehicle, I showed the tire to Allan [redacted]. I told Mr [redacted] that I was going to patch it but wanted to be let them know that there was a object in the tire. This is where harassment started. Mr [redacted] told me it was not able to be patched. I disagreed. He then asked if I would call my insurance company and see if the would cover a flat. I told him I would look into it. Three days later, my bank account was charged $187.78 WITHOUT notifying me of any charges. On Monday, January 18, 2016, I called up very upset with the fact they charged my checking account without even a courtesy call on an amount that high. In turn my bills were all (5) charged a fee for being pulled from a reserve bank account totaling $10 in fees. I asked Mr [redacted] why and he told me I signed a contract and had a credit card on file to cover damages. I said "so if there was a $2,000 damage, you would just use my card without contacting the customer?" He just said he was sorry for not notifying me but it was not him that did the charge, it was the rental department. I told him I strongly disagree with the charges, to refund the amount, give me the tire, I would get it fixed or replaced. Mr [redacted] told me he would get me the tire. I then call rental manager Crystal. She told me Mr [redacted] told her to charge that amount. Continue below:
Continued: I explained the situation to her also and she said you should have definitely been notified of the amount before charging to account. I then requested to her also to recover the tire, to my surprise, the tire was already disposed of and not able to be recovered. Again, I demanded refund of amount charged to my account and to send me a bill. Mr [redacted] denied request and became extremely rude towards me and continued to deny my refund request. Yet, he again apologized for not notifying me before he charged that much money to my debit card without asking but followed up with an excuse that I did not get back to him with the answer from insurance company in 3 days, yet he never once tried calling me or leaving a message on situation. Again, he became rude and blaming me... I then asked to no longer talk to Mr [redacted] due to his unprofessionalism.
Questions I have in this situation:
1. Why was I not allowed to plug/patch tire when the hole was in bottom of tire or at the least get a 2nd opinion on that tire?
2. Why was I not notified of amount before charged to my account. At least out of courtesy?
3. Why was the tire disposed of so quickly when situation was in fact in dispute?
4. If tire was disposed of, why was a photo for evidence not taken when situation was in fact in dispute?
The next person on the chain of command was [redacted]. He also, agreed with Mr [redacted] and said this is why a credit card is on file. I again asked Mr[redacted], why was I not notified as a customer courtesy at the least if not to be respectful. Mr[redacted] also said he was sorry for not contacting me before charging my debit card and offered $50 back on debit card. I refused because I was not given the option to replace/fix tire myself (2nd opinion), and extremely upset about taking from me without at least notifying me via e-mail, text, phone, leave voice mail. Instead they send me a receipt VIA US mail which I received the same day as I observed the charges on my account for unsufficiant funds. Mr[redacted] then told me that he will not issue refund and will not issue me a bill. My solution was simply refund the money taken from account, re-emburse unsufficiant funds $10 and let me get a second opinion on tire. FYI, I did contact my insurance and I have a $500 deductible, which meant insurance was not an option. Resolution was not met.
I request refund of $187.78, and $10 refund for what I was charger by my bank for unsufficiant funds in my debit account, or
Recover tire so that I am able to fix tire at a much cheaper amount.
Initial Business Response /* (1000, 9, 2016/07/20) */
Back on February XX XXXX Ms. [redacted] purchased a 2008 Mitsubishi Eclipse with 114,996 miles on it. At the time of her purchase she had concerns about the air being charged and a cosmetic repair to the dash of the vehicle as you can see on...
the attached We-Owe document we promised to charge her Air and check her system in addition to the dash repair. With-in a couple weeks of the purchase she brought the vehicle in and our technician performed these services. What Ms. [redacted] fails to state in her complaint is that she clearly understood that other than the repairs promised on the We-Owe this vehicle was purchased AS-IS with no warranties of any kind expressed or implied. Attached you will see the document with her signature acknowledging this. After the A/C was charged by us 4 months later with numerous 90+ degree days documented over that period she reached out and said her Air was not performing well. Due to the vehicle being sold as is we informed her that we would look at it for no charge but if it needed any repairs she could be charged depending on what we found wrong and she chose to not even allow us to look at the car and chose to take the vehicle somewhere else and pay them $93.00. Whenever a customer buys a vehicle that is over 7 years old with 115K miles there is a risk of things breaking or not operating properly. Even when she had an issue 4 months later we offered to look at her car for no charge and quite frankly if all it needed was more freon we would have done that for her at no charge. Instead she chose to not trust us and pay someone else $93.00. For her to expect us to now pay any money on a vehicle that was clearly sold AS-IS over 4 months after the purchase we feel is out of line. Please see all attached documents clearly signed by Ms. [redacted].
Initial Consumer Rebuttal /* (2000, 11, 2016/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Clearly, [redacted] feels no remorse in the sale. The AC was not performing to standard. What I fail to understand is that if the AC was checked and serviced, why within four months would the Freon be low in the car? If the AC was serviced and found to have no leaks, then the AC should still be charged in June/July. Maybe charging the Freon in March wasn't such a good idea. It doesn't matter at this point. I do realize this was an AS-IS sale. I do not fail to see that as implied in the response. That is not the point to this complaint. I stand by my original complaint. Clearly, [redacted] will not stand by the cars that they sell. I'm finished with this complaint and I did receive the reply I expected from the dealership.
Initial Business Response /* (1000, 5, 2015/06/09) */
At the time that of their purchase on November 3, 2014 the names we have on file are [redacted] and [redacted]. I am assuming that they have married since then. Attached you will find the credit applications signed by both parties...
and dated the day of the transaction. In the clear disclosure on the applications it states that by signing the applications the applicant is authorizing the dealer to submit the applications to financial institutions on behalf of themselves. Also attached you will find an online article from MyFICO stating how inquiries affect FICO scores. In the article it states in paragraph 3: Hard inquiries are inquiries where a potential lender is reviewing your credit because you've applied for credit with them. These include credit checks when you've applied for an auto loan, mortgage or credit card. Each of these types of credit checks count as a single inquiry. One exception occurs when you are "rate shopping". That's a smart thing to do, and your FICO score considers all inquiries within a 45 day period for a mortgage, and auto loan or a student loan as a SINGLE INQUIRY. This same guideline also applies to a search for a rental property such as an apartment. These inquiries are usually recorded by the credit bureau as a type of real estate-related inquiry, so the FICO Score will treat them the same way. You can avoid lowering your FICO Score by doing your apartment hunting within a short period.
When the [redacted]'s applied for credit through us we submitted to several lenders shopping for the best rate of interest for the customer just as the article recommends. Our sales people are also aware of the fact that multiple inquiries from shopping for best rate count as one inquiry as long as the purchase is made within 45 days of the first inquiry. The [redacted]'s loan was contracted on the same day as the inquiries.
Now I do understand that their credit score may still have dropped some points after the purchase of the vehicle but it was not due to the inquiries it would be due to them taking on the additional debt of the vehicle loan and the fact that early in the loan the remaining balance is still very close to the high credit available on the account. Youngblood Auto did not do anything wrong or out of normal business practice when shopping for the loan for the [redacted]'s as they authorized us to do. Even if we wrote letters to the lenders requesting for the inquiries to be removed (which in 30 years in the business I have never been asked to do) the inquiries would still not be removed and the FICO Score would not be affected. Please refer to all attached documents for verification of the facts stated above.
Initial Business Response /* (1000, 5, 2017/03/25) */
Mrs. [redacted] is correct in the fact that the MSRP from the Manufacturer on the vehicle that she purchased was $33,145.00. Our New Nissan's also have an addendum sticker on them for $1345.00 for a Lifetime Power Train Limited Warranty, door edge...
guards, pin striping and Ardex exterior paint sealant. When the initial pricing was presented to her it was inclusive of the addendum sticker which caused the initial confusion with the customer. She then offered to pay $250.00 over our actual factory invoice and 0% financing for the vehicle including all of the additional items on the addendum sticker or $31,800.00 and that is what she paid. Since receiving this complaint we have reached out to Mrs. [redacted] and went over all of the figures with her again and she said that she now understands and is happy. Therefore we believe this to be resolved.
Initial Business Response /* (1000, 7, 2016/02/04) */
Significant charges to my debit card without notification and disposing evidence of item being disputed.
Since December 2015, I initiated an arbitration on my 2014 jeep cherokee latitude. I dropped my jeep of at chrysler [redacted] in...
Springfield, mo. due to safety concerns driving the 2014 jeep cherokee latitude. These safety concerns were real and very scary. For example, turning into a parking lot and oncoming traffic coming at you at 50-65 mph, and my jeep hesitates and literally pauses into oncoming traffic for about 1-3 seconds, then jeep grabs gear and makes it into parking lot nearly being t-boned by oncoming traffic. At this point I dropped off jeep and requested rental. Mr [redacted] and Mr[redacted] were great at understanding my situation and authorized a rental car for me. I was issued a 2015 Jeep Cherokee Latitude with about 700 miles on it. The radiator hose happened to blow off radiator causing smoke, a loud bang noise, and vehicle fluid everywhere. Mr[redacted] replaced rental with a Jeep Compass [redacted] was a significant downgrade. This vehicle was definitely a downgrade from my 2014 Jeep Cherokee latitude in the shop but I was still grateful for being issued a loaner/rental vehicle. This 2nd rental vehicle had electronic issues always beeping with a constant "i" on the dash and the beeping would sound every 10 seconds. I then brought the 2nd rental vehicle back with complaints. Irratated at me I'm sure, I requested a equal or better vehicle as my vehicle. All they had was a car and another 2015 Jeep Compass. Again, being grateful that I would be issued a replacement while my vehicle was in arbitration. I assume this rental was authorized only due to them getting re-embursed by NCDS Chrysler, which was later denied. Mr[redacted] then told me I would no longer be able to use a rental vehicle. What do I do? My only option was to continue to drive an unsafe 2014 Jeep Cherokee Latitude. Again, against my better judgement.
[redacted] from [redacted] jeep notified me that they were not paying for rental and to request rental re-embursement from the time in shop till arbitration is complete. NCDS denied request: "Unfortunately, I am unable to assist with any issue related rental. You should contact your local dealer or Chrysler Customer Service.
The NCDS only handles the arbitration process. Chrysler and dealership will handle all matters related to warranty repairs and loaner vehicles."
After this request was denied, I returned the 2015 jeep compass [redacted] The day before I returned the rental, I had a flat. I changed the tire myself and found a nail/screw in the BOTTOM of the tire, NOT THE SIDE WALL AT ALL! Upon returning the rental vehicle, I showed the tire to Allan [redacted]. I told Mr [redacted] that I was going to patch it but wanted to be let them know that there was a object in the tire. This is where harassment started. Mr [redacted] told me it was not able to be patched. I disagreed. He then asked if I would call my insurance company and see if the would cover a flat. I told him I would look into it. Three days later, my bank account was charged $187.78 WITHOUT notifying me of any charges. On Monday, January 18, 2016, I called up very upset with the fact they charged my checking account without even a courtesy call on an amount that high. In turn my bills were all (5) charged a fee for being pulled from a reserve bank account totaling $10 in fees. I asked Mr [redacted] why and he told me I signed a contract and had a credit card on file to cover damages. I said "so if there was a $2,000 damage, you would just use my card without contacting the customer?" He just said he was sorry for not notifying me but it was not him that did the charge, it was the rental department. I told him I strongly disagree with the charges, to refund the amount, give me the tire, I would get it fixed or replaced. Mr [redacted] told me he would get me the tire. I then call rental manager Crystal. She told me Mr [redacted] told her to charge that amount. Continue below:
Continued: I explained the situation to her also and she said you should have definitely been notified of the amount before charging to account. I then requested to her also to recover the tire, to my surprise, the tire was already disposed of and not able to be recovered. Again, I demanded refund of amount charged to my account and to send me a bill. Mr [redacted] denied request and became extremely rude towards me and continued to deny my refund request. Yet, he again apologized for not notifying me before he charged that much money to my debit card without asking but followed up with an excuse that I did not get back to him with the answer from insurance company in 3 days, yet he never once tried calling me or leaving a message on situation. Again, he became rude and blaming me... I then asked to no longer talk to Mr [redacted] due to his unprofessionalism.
Questions I have in this situation:
1. Why was I not allowed to plug/patch tire when the hole was in bottom of tire or at the least get a 2nd opinion on that tire?
2. Why was I not notified of amount before charged to my account. At least out of courtesy?
3. Why was the tire disposed of so quickly when situation was in fact in dispute?
4. If tire was disposed of, why was a photo for evidence not taken when situation was in fact in dispute?
The next person on the chain of command was [redacted]. He also, agreed with Mr [redacted] and said this is why a credit card is on file. I again asked Mr[redacted], why was I not notified as a customer courtesy at the least if not to be respectful. Mr[redacted] also said he was sorry for not contacting me before charging my debit card and offered $50 back on debit card. I refused because I was not given the option to replace/fix tire myself (2nd opinion), and extremely upset about taking from me without at least notifying me via e-mail, text, phone, leave voice mail. Instead they send me a receipt VIA US mail which I received the same day as I observed the charges on my account for unsufficiant funds. Mr[redacted] then told me that he will not issue refund and will not issue me a bill. My solution was simply refund the money taken from account, re-emburse unsufficiant funds $10 and let me get a second opinion on tire. FYI, I did contact my insurance and I have a $500 deductible, which meant insurance was not an option. Resolution was not met.
I request refund of $187.78, and $10 refund for what I was charger by my bank for unsufficiant funds in my debit account, or
Recover tire so that I am able to fix tire at a much cheaper amount.
Initial Business Response /* (1000, 9, 2016/07/20) */
Back on February XX XXXX Ms. [redacted] purchased a 2008 Mitsubishi Eclipse with 114,996 miles on it. At the time of her purchase she had concerns about the air being charged and a cosmetic repair to the dash of the vehicle as you can see on...
the attached We-Owe document we promised to charge her Air and check her system in addition to the dash repair. With-in a couple weeks of the purchase she brought the vehicle in and our technician performed these services. What Ms. [redacted] fails to state in her complaint is that she clearly understood that other than the repairs promised on the We-Owe this vehicle was purchased AS-IS with no warranties of any kind expressed or implied. Attached you will see the document with her signature acknowledging this. After the A/C was charged by us 4 months later with numerous 90+ degree days documented over that period she reached out and said her Air was not performing well. Due to the vehicle being sold as is we informed her that we would look at it for no charge but if it needed any repairs she could be charged depending on what we found wrong and she chose to not even allow us to look at the car and chose to take the vehicle somewhere else and pay them $93.00. Whenever a customer buys a vehicle that is over 7 years old with 115K miles there is a risk of things breaking or not operating properly. Even when she had an issue 4 months later we offered to look at her car for no charge and quite frankly if all it needed was more freon we would have done that for her at no charge. Instead she chose to not trust us and pay someone else $93.00. For her to expect us to now pay any money on a vehicle that was clearly sold AS-IS over 4 months after the purchase we feel is out of line. Please see all attached documents clearly signed by Ms. [redacted].
Initial Consumer Rebuttal /* (2000, 11, 2016/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Clearly, [redacted] feels no remorse in the sale. The AC was not performing to standard. What I fail to understand is that if the AC was checked and serviced, why within four months would the Freon be low in the car? If the AC was serviced and found to have no leaks, then the AC should still be charged in June/July. Maybe charging the Freon in March wasn't such a good idea. It doesn't matter at this point. I do realize this was an AS-IS sale. I do not fail to see that as implied in the response. That is not the point to this complaint. I stand by my original complaint. Clearly, [redacted] will not stand by the cars that they sell. I'm finished with this complaint and I did receive the reply I expected from the dealership.
Initial Business Response /* (1000, 5, 2015/06/09) */
At the time that of their purchase on November 3, 2014 the names we have on file are [redacted] and [redacted]. I am assuming that they have married since then. Attached you will find the credit applications signed by both parties...
and dated the day of the transaction. In the clear disclosure on the applications it states that by signing the applications the applicant is authorizing the dealer to submit the applications to financial institutions on behalf of themselves. Also attached you will find an online article from MyFICO stating how inquiries affect FICO scores. In the article it states in paragraph 3: Hard inquiries are inquiries where a potential lender is reviewing your credit because you've applied for credit with them. These include credit checks when you've applied for an auto loan, mortgage or credit card. Each of these types of credit checks count as a single inquiry. One exception occurs when you are "rate shopping". That's a smart thing to do, and your FICO score considers all inquiries within a 45 day period for a mortgage, and auto loan or a student loan as a SINGLE INQUIRY. This same guideline also applies to a search for a rental property such as an apartment. These inquiries are usually recorded by the credit bureau as a type of real estate-related inquiry, so the FICO Score will treat them the same way. You can avoid lowering your FICO Score by doing your apartment hunting within a short period.
When the [redacted]'s applied for credit through us we submitted to several lenders shopping for the best rate of interest for the customer just as the article recommends. Our sales people are also aware of the fact that multiple inquiries from shopping for best rate count as one inquiry as long as the purchase is made within 45 days of the first inquiry. The [redacted]'s loan was contracted on the same day as the inquiries.
Now I do understand that their credit score may still have dropped some points after the purchase of the vehicle but it was not due to the inquiries it would be due to them taking on the additional debt of the vehicle loan and the fact that early in the loan the remaining balance is still very close to the high credit available on the account. Youngblood Auto did not do anything wrong or out of normal business practice when shopping for the loan for the [redacted]'s as they authorized us to do. Even if we wrote letters to the lenders requesting for the inquiries to be removed (which in 30 years in the business I have never been asked to do) the inquiries would still not be removed and the FICO Score would not be affected. Please refer to all attached documents for verification of the facts stated above.