Frank Ward, REALTORS®

Initial Business Response /* (*000, 6, 20*7/0*/06) */
[redacted]
I,...

[redacted], got a call from [redacted] on my [redacted] that she saw on my [redacted] ad and stated that she was at another dealer in [redacted],[redacted] looking at a [redacted] and he wanted $[redacted] for his vehicle and why was mine so much less at $[redacted]. I asked her if the one she was looking at was AWD or 4x4 and she said that it was a v6 engine with AWD. I told her my [redacted] was a Base FWD with leather heated seats PW, PL, Air, CD Player 4 Cyl, auto, she said on the ad it said AWD. I told her that must be a misprint by [redacted] or [redacted] who puts the ad on with all the pictures must have made a mistake and I would change the ad to correct the mistake. She said she knew [redacted]s well because her husband had one in AWD and that they had a bad driveway up on a hill and needed an AWD for the winter but the price was more in her price range, she would come out to look at it.
Before she hung up she asked me if I took trades as she had a [redacted] she would like to trade and I said yes. With that she came out to view the [redacted]. She did like what she saw and I gave her a price on her Van and the difference she would have to pay with the trade off. She then test drive the [redacted] and liked it only she was not sold on being a FWD but the vehicle had very aggressive tires on it and kind of liked that and maybe it could work.
She then left and told me she would get back to me in a couple of days as she liked the colour, the leather heated seats and the good shape it was in. She got back to me within a couple of days and informed me she would not be trading her Van in and what would be the best I would do for cash. I told her $[redacted] plus [redacted] admin fee plus tax for a total of $[redacted]. She asked if I could hold the vehicle for a couple of days until she got her money arranged and I said yes and the deal was done.
[redacted] came out with [redacted] to pick up the vehicle, they both inspected it once again and were happy with what they saw and paid me, they left.
I never heard from [redacted] until sometime in November (not Oct * as she had stated) to inform me she discovered her [redacted] was only a FWD. I did not say "how did you figure that out" not at all. I did say [redacted] you did know this [redacted] was FWD and that [redacted] had the same vehicle in AWD, did he not look at it when you took it home? It took you from Sept 22 until the second week of November to find this out?
What about when you called your Insurance to get coverage put on and gave them the serial #, they would have picked up that it was only a FWD if you would have told them you purchased a [redacted] with AWD, the serial # would have told them different and then they would have told you the difference.
Then she stated she wanted her money back or an [redacted] with AWD. I told her I don't think I owe you your money back, you know what you bought. If I were to get you an AWD it would cost more as you were looking around before you purchased this one. She told me at [redacted] it would have been $[redacted] and the payments were too high. I told her Look I am a reasonable man and if I should find something in the near future I would call her but that it would cost more money, also it is hard to buy a car for someone without them seeing it. First they might not like the colour or the interior or the way it drives as she did not give me ample time as I told her this would probably take longer then she wanted to wait.
When I thought about this and tried to figure out what this was all about, everything was good with the FWD and the good tires at first and money she saved by buying my vehicle as the AWD was way too much money for what she had to spend. Then comes the first snow storm and she can't get up her driveway and now this is not the vehicle I thought I bought. Call Keizer, he did not sell me the vehicle I wanted. The base model does not come with AWD written on the back tailgate. I've had this vehicle for awhile and as long as I have had it, it did not say AWD, someone must have put this on after the fact. I have advertised this vehicle many times and I can show you the ad stating FWD. [redacted] was told the difference from AWD to FWD.
I have been in busines[redacted] 38 years, employ 52 people and every year it gets worse with people wanting what they don't deserve. I have 2 large Collision Centres, same thing, I'll get the work done there if you pay my deductible or that dent was not there when I left it with you.
Back to [redacted], she kept calling about her [redacted] being a FWD not an AWD. I got so tired of hearing from her I offered her $[redacted] towards her new purchase, I got another vehicle in 2WD compatibility to the FWD she purchased and I told her she would have to pay $[redacted] in the difference. She told me no, she wasn't paying any money. [redacted] does not know there is a difference between a FWD and an AWD in price. In some cases it could be $[redacted] to $[redacted] difference depending on the condition and KM on the vehicle. Then on Jan 3/*7 I got another call from [redacted] stating she found a AWD that she wants and the Dealer wanted $[redacted] in the difference and wanted me to give her $[redacted] or she was taking me to Small Claims Court. I told her that does not intimidate me but as I was so sick of hearing from her I would give her $[redacted] today, sign a paper stating she was happy and call it a day, she said no, see you in Court.
There is no more I can do for this lady, she made a mistake on her purchase [redacted] She also purchased a [redacted] Warranty that she stated that was not transferrable and she was going to lose all her money because of it, not true, she knows I had arranged with [redacted] the [redacted] Rep that he would give her a credit less the months she used the warranty and apply the rest to her new purchase.
This has taken alot of my time; I'm and tired of this whole situation. I have tried to make this go away, now I'm not going to do anything.
[redacted]
Keizer's Auto Sales
Initial Consumer Rebuttal /* (3000, 8, 20*7/0*/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was going to buy and finance from [redacted]-[redacted] but didn't want to finance it as I was on disability and my husband was going for an operation in Dec/20*6 and would be off work. I saw this vehicle on [redacted] from Keizer's-[redacted]-AWD-I called him Sept *6/*6 - asked if this was an AWD-for sure due to such price difference from the the other dealer--He ASSURED ME IT WAS. It had the AWD symbol on the back and key tag states AWD. He did not tell me it was a FWD. Yes we have had AWD [redacted] This does not mean I knew the difference between FWD and AWD. because I don't have a clue. I was familiar with how well the AWD works and I liked it-especially in winter. I received the insurance papers and it only stated [redacted] with the vin#-no model. I am on medical leave from my job where I have my insurance. If I would have been there, I would have noticed it was not an AWD right away. I had to get my nephew drive me to pick up the vehicle as I sold my [redacted] that day.This [redacted] was given to me by my brother-in-law -it was in perfect condition with only *08,oookms-I needed an AWD to get up my driveway and my sisters driveway[redacted]-I couldn't get up with the van so I told him I need an AWD, Me and my nephew looked at the outside of the vehicle-not underneath to see if in fact it was an AWD-I trusted him as I am a very trusting person-especially with the AWD symbol on the back.. It was the last weekend of October when my son realized it was a FWD. There was no snow storm- ONly 2 tires were spinning in my graveled driveway so he looked underneath to verify it was a FWD,.I called another lady who is in the insurance business and they verified by the vin# it was in fact a FWD. I called him Nov */*6 as per my home phone records that my vehicle is a FWD- and that he told me it was an AWD. He replied-Really-I can't believe that-how did I figure this out.He said he would call me back in a few hours- He did and replied he knew it was a FWD and thought I wanted a FWD. If I wanted a FWD, I would have kept the [redacted] with only *08,000 kms.-perfect condition. He said give him about a week to ** days to find me an AWD. Once he does-I can go up and we can swap my vehicle for the AWD. I even said I will go down to a older year[redacted]-20*0 as long as it is an AWD. Of course, I like the leather and heated seats- who wouldn't??
However my primary concern is that is is an AWD.
I called him Nov *4 as I didn't hear from him He said he was having trouble finding an AWD for that price and I gave him more time.I was even looking for vehicles myself- I saw on [redacted] AWD-**9,000 ikm-privage sale in [redacted] for $[redacted].I looked at it and then told [redacted] about the vehicle. He said he would go look at it- take it up to his shop and then call me.I have the guys number if we want to know this at a later date. [redacted] never did look at the vehicle. He also later said he was looking at another vehicle at a [redacted] dealer in [redacted] -it was approx. $[redacted] but that dealer would give me $[redacted] for my vehicle-the same as Keizers- and that the guy from the dealership in [redacted] would call me. He never did. I also looked at a [redacted] from [redacted]- price was $[redacted]-I called Keizers and said- buy this vehicle for me-and take your vehicle back and call it even- He replied that he didn't want the vehicle back.This was approximately 2 weeks ago-right after snow storm on that weekend. [redacted] would not trade my vehicle in on this vehicle as FWD was too hard to sell in winter. That was the end of that. To make matters worse, He called me Dec.27th saying he had a [redacted] there-paid $[redacted] and that I would need to pay $[redacted] plus tax in the difference.
I called him Thursday Dec 29 and said I will come look at it on Friday Dec.30/*6.-He said make sure I call him before I come up. I didnt.[redacted] drove up. He said he had to walk over next door and get the vehicle. We took it for a drive.[redacted]$[redacted] This is when I said he either takes the vehicle back and returns my money or I will take him to court.I checked with [redacted]-my warranty provider and they said if I trade or sell my vehicle- the warranty stays with the vehicle. Keizers is trying to tell me I can get a credit for it. I called [redacted] twice and they confirmed the warranty stays with the vehicle. In fact, I have a powetrain warranty for a FWD. I haven;t got a clue what that means but other dealerships said it mean[redacted] a AWD.I paid more for the warranty as I own a FWD.
[redacted]
I also have copy of the ad from dealership next door for the [redacted].
Sincerely
[redacted]