Gary Motors Inc.

Review: When purchasing a vehicle it is commonly understood that a vehicle comes with 2 sets of keys. Especially in luxury keyless ignitions this key is very expensive. In this case the key is $400 to get a second. When we purchased the Land Rover from [redacted] Motors, the absence of the second key was not revealed until the car was paid for and we were taking delivery. Then we were told by the father, [redacted] that his son, [redacted], had misplaced the key. He said he would have the son find it and call me. After my having to follow up multiple times over the past three weeks, I still have no key. [redacted] said he did have it but cannot find it after searching his apartment. Now he doesn't answer emails. A new key should be provided by [redacted] Motors if he has lost it. We are due the key and should not be responsible for a $400 replacement.Desired Settlement: $400 cash or a new programmed key. $400 is the price quoted by the Land Rover dealer including replacement and programming.

Business

Response:

To Whom It May Concern:

The complaint just made by Mr [redacted] has no validity what so ever. Firstly, nothing should EVER be assumed. The customer came to look at the Range Rover, test drove it, and liked the car. He asked us to assist him in researching the vehicles history, which we did without hesitation. When he test drove the car, there was ONE key. After about a week of doing research, Mr [redacted] decided to purchase the vehicle. When he came to pick it up, he inquired about a second key. He was told that at one time there was a second key, but since someone at the company had used the car for a few months (me, [redacted]), the key had been misplaced, and that we would try and look for it.

After this, Mr [redacted] began sending emails asking about the second key. I told him I would certainly look for it. I informed him that I was on vacation, which was why I hadn't been able to respond to his emails until that point. We continued emailing back and forth. Not ONCE did he call, so why he is saying his calls were ignored, I have no idea. In the last email I brought to his attention once again how he was NEVER promised or told that this car had two keys, proven by his verbiage in the complaint where he states "it is assumed". Nothing should ever be assumed. We get plenty of cars that only have one key. We would never deceive someone and pride ourselves on customer satisfaction.

Furthermore, Mr [redacted] purchased the vehicle for thousands below retail market value, so if anything he should be thanking us rather than filing such a complaint. He got a truly incredible deal on the 2011 Range Rover Sport.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As I have stated before, it is standard to have 2 keys and it is NOT standard to withhold information about a known defect until after the sale is complete. The $400 it will cost for a second key is not a petty thing. It is real money that Mr. [redacted] owes us.

This is copied from an e-mail response from Mr. [redacted] from March 1st: "Sure it's standard, but we have plenty of cars with one key. My dad didn't know I had misplaced the second, it was my car. ?When you looked at the car and drove it I never said there was a second key as I wasn't sure if I even knew where it was, and unfortunately I still don't. I'm Sorry he was unaware.

Sent from my BlackBerry 10 smartphone on the Verizon Wireless 4G LTE network."

The fact that the owner was unaware that the key was missing is not an excuse for not telling us when negotiating the purchase nor to prior to completing the sale. He admits that it is standard and we would reasonably expect to have the second expensive key or its absence discussed prior to closing. When a car is test driven, only one key is required. Why would anyone expect to have to ask for the second key? "It is standard."

So far as the sale price of the vehicle is concerned, it was a negotiated sale with a trade in. Not only did Mr. [redacted] profit from the sale of the Rover, he also did pretty well on selling the very nice BMW we traded in on the Rover. Neither of these facts are really relevant to the key discussion nor do we owe Mr. [redacted] "thanks" for buying his vehicle. At this point we now understand this to be a hidden defect only disclosed after he had our money and closed the deal. He said in his email, "...I wasn't sure if I ever knew where it was..." Supposedly he spent quite a lot of time looking for it based upon his other e-mails which I can also produce. He can't shave the truth and have it work both ways for him. He simply delayed his response to the problem hoping it would go away knowing that the key didn't exist, OR, he had the key, knew it should have been included in the sale and legitimately looked for it to get it to us and could not find it. In either case, we are owed the key. This should not be our problem.

We are not about to drop this. If Mr. [redacted] does not want to settle through the Revdex.com complaint system, we will have to address it another way.

This has become pretty ridiculous.

Regards,