Harvard Lending Group

Mr& Mrs***,We apologize for the misunderstandingIt is not a requirement to add [redacted] in order for the loan to be approvedOur [redacted] contract states that it is the customer’s responsibility to contact the dealership to have the [redacted] installed Being that the [redacted] device was never installed, we will refund your entire purchase of $for the [redacted] productThe check is being sent via [redacted] todaySincerely, [redacted] ***,Customer Relations ManagerCamelback Volkswagen / Subaru / Mazda

Ms. [redacted], We do apologize for any inconvenience this contact has caused. I have personally updated your records with our company to ensure our sales department does not contact you. I have also informed the sales managers and other management of your request. I have attached copies of...

your internal records showing your Do Not Contact Status. Sincerely,Denise F[redacted] Controller[redacted]

We processed [redacted] refund on September 13th. It may take up to 72 hours or longer for the funds to be returned to the customer’s card depending on where they bank. All refunds are processed by our accounting department and they work Monday through Friday from 8 am to 5 pm. All refunds must be...

processed based on the original transaction and providing his card information was necessary as we only have the last 4 digits of credit cards used in transactions. [redacted] states he came into our dealership at 8:50 pm on Friday September 9th, this was outside of the accounting department hours and the accounting department would not reopen until Monday morning. Once our accounting department receives a request for a refund we need to do research to ensure that we are refunding the original form of payment and that the original payment was received. I have enclosed a copy of the refund receipt to show the refund was processed on September 13th. We are required to ensure the security and confidentiality of customer records and information. The behavior that [redacted] is discussing is not typical behavior for our management team. I would ask that [redacted] review his Visa transactions to ensure that his refund has reached his account. If [redacted] does not see the refund of $250.00 in his account he should reach out to me. Sincerely,Denise F[redacted] Controller[redacted]

It seems this complaint should be forwarded to Peoria Ford. Please let me know if you require anything else.Thank you,Gema P[redacted]Customer Relations Manager[redacted]

I reached out to Mr. [redacted] to discuss his concerns. There might have been some miscommunication or misunderstanding. We have made him aware that moving forward, we will require doumentation for the complimentrary oil changes each and every visit. He was polite and appreciative that we reached out to...

him. He states he would update his compliant.If anything more is required please feel free to contact me.[redacted]Customer relations Manager###-###-#### X[redacted].[redacted]

Hello....

Thank you for forwarding me a response from Camelback Volkswagen. Unfortunately, after I spoke to one of their managers, no one from their dealership ever contacted me. They asked me how we could resolve the issue and I told them if they would honor one of the routine maintenance free of charge as I was told all would be up to the 60k mark, I'd be OK with that. To date, no one has contacted me at all. The next service due is the 40k service. If they truly want to make good on their word, I'd like for them to call me and schedule a time for me to bring the vehicle in for the 40k service. I've had to pay out of pocket for the routine maintenance intervals since I've had the vehicle. Again, I was informed if I took the "Platinum Maintenance Plan", all routine maintenance except for brakes or tires would be covered up until 60k miles. That is the only reason I ever agreed to a payment of $628/month. The only thing the manager I spoke with asked me was, "Did you even take the time to read the fine print?" The guy had no intentions of helping me to resolve this issue like he should have based on the fact that the finance manager told me completely false information to finalize a sale. Regardless of "fine print", a customer should not be lied to or convinced that something is something that it isn't.  Thank you for your time and assistance.Sincerely,[redacted]

I have left messages for Mr. [redacted]. We would like to invite him to set an appointment for a mutually convenient time, so we can go over his concerns and address them from there. He can reach out to me directly.

As explained in the prior response the 2016 VW Passat was not a vehicle that the bank would approve the customer on. The customer was given the opportunity to purchase a 2016 VW Jetta in place of the Passat which he came into our dealership and took delivery of the 2016 VW Jetta and resigned all of the paperwork for this vehicle.In regards to the PS4- the dealership did not purchase the PS4 from this customer- it is my understanding that the customer sold the PS4 to an employee of the dealership outside of the dealership and the customer gave us cash as the down payment. We are willing to give the customer $150.00 which is the amount he received for the sale of his PS4.

Good evening, The customer came to our dealership and spoke with one of our Finance Managers who was able to address the concern. According to the Finance Manager, the matter is considered closed. Please let me know if you require anything else. Thank you, Gema L. P[redacted]

In response to the complaint from Mr. [redacted],   Although we have placed Mr. [redacted] on our Do Not Call list, because he has done business with us, we have permissible purpose to reach out to him with offers that may pertain to him. We have placed his record as inactive and we have...

removed all phone numbers from our system.   I will be sending Mr. [redacted] a gift card as a token of our appreciate and to bring resolution to this compliant.  Thank you.   Gema P[redacted] Customer Relations Manager [redacted]

I have reviewed Mr. [redacted] file and understand that the vehicle he originally took delivery of was not approved by the lender. In order to complete the transaction we needed to put Mr. [redacted] in a less expensive vehicle to meet the requirements of the lender. Mr. [redacted] signed an acknowledge of the...

Re-written contract on May 1st. I also reviewed the information and the dealership did not purchase the PS4 Mr. [redacted]. I have discussed the situation with other individuals and Mr. [redacted] sold his PS4 outside of our dealership to obtain an additional amount to put down on the vehicle as a requirement of the lender. When he returned to re-sign his documents he provided us with cash. We are not able to provide the VW Passat as Mr. [redacted] did not qualify for that vehicle with the lender. We did not take possession of the PS4 and do not have it to return. We are willing to provide Mr. [redacted] a $50.00 gift card for his inconvenience.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Ms. [redacted] purchased a 2014 Mazda 2 HB from [redacted] as a Certified Preowned Vehicle on 6-5-2016. The vehicle was found to have an issue after the purchase which was repaired at no cost to the customer. The customer was also provided a loaner car while the vehicle was in for...

repair. By purchasing a certified preowned vehicle the vehicle Mazda covers the vehicle with a Powertrain Limited Warranty of 7 years or 100,000 miles whichever comes first from the original retail sale. In reviewing her purchase she paid 9,388.99 for the vehicle plus $500 for [redacted] an exterior paint protectant. The KBB retail value of the vehicle at the time of purchase was $10,848.00.  If a customer were to purchase a new vehicle or any other product, there is no guarantee that is free from a manufacturer defect. By purchasing a certified preowned vehicle the Manufacturer is standing behind their product. Ms. [redacted] is asking for a refund of the price she paid for the vehicle which was already discounted $1459 from the Retail value. Ms. [redacted] has a vehicle that has been repaired which was done at no cost to her. I have also attached a few of the documents that were signed regarding her purchase.

Mr [redacted] purchased a 2015 Mazda 5 from our dealership on 8/31/2015 and took delivery that very day. Customer came to the dealership with his son on 9/16/2016 and spoke with a Sales Manager and I about scratches on his vehicle. Mr [redacted]s stated that we delivered the vehicle...

with scratches. We presented the delivery checklist which was signed at time of delivery. In looking at the scratches, it seemed something was placed on the vehicle and moved around. We advised the customer that he signed off that the vehicle was free of dents and scratches at time of delivery and that it was not our responsibility to pay for the scratches to get repaired as we did not deliver the vehicle to him with these scratches. Mr. [redacted]s son stated he would sue me personally for not fixing the scratches. The customer and his son called back to speak to the General Manager about the scratches, I advised him that my General Manager and Director of Service would look at the scratches and we can discuss. The customer never came in for us to have a look.   Mr [redacted]s came in July, 14 2016 for a [redacted] claim. However, the claim was denied due to customer not following scheduled [redacted] maintenance applications (every 6 months after purchase). Customer left the dealership unhappy with the denied [redacted] claim for the spot on his roof. The next day Mr. [redacted]s called Alyssa to say that they had a nick on the fender that wasn’t there before. Alyssa made an appointment to inspect any damage with no promises made. Mr. [redacted]s then called back a couple days later and said never mind, “It rubbed off”, and the customer canceled appointment. No other assistance was needed.   At this point, there is nothing owed to the customer. Scratches and nicks will happen on any vehicle. It shouldn’t be the dealerships responsibility to correct them when they do.     Regards,     Gema P[redacted] Customer Relations Manager

September 29, 2015   In Response to the Complaint from [redacted]   I have been in communication with [redacted] the last week. I don’t have record of her communication to us in July. We certainly apologize if we did not address this matter appropriately. I have worked with my...

accounting department to track down the funds to process [redacted]’s refund. It took some research as [redacted] did not cancel her policies directly with us. We have cut a check back to [redacted] for $601.40 and the check will be sent out this week.   I have communicated this information to [redacted] and she is happy we were able to get this accomplished.    We believe this matter is closed.   Sincerely,       [redacted] Customer Relations Manager Camelback Volkswagen / Subaru / Mazda ###-###-#### X[redacted]

My wife [redacted] and I purchased the vehicle.  The VIN is [redacted]

I find the response to be both inadequate and factually incorrect. The Telephone Consumer Protection Act clearly states that "A company with which a consumer has an established business relationship may call for up to 18 months after the consumer’s last purchase or last delivery, or last payment, unless the consumer asks the company not to call again. In that case, the company must honor the request not to call. If the company calls again, it may be subject to a fine of up to $16,000." My last purchase with the company was May 2012, well outside the 18 month window that gives you "permissible purpose to reach out to him with offers that may pertain to him." In addition, each time the company has called, I requested them not to call again, yet I have continued to receive calls, the 6 I have documentation of occurred on 7/24/2015, 9/24/2015, 11/24/2015, 1/24/2016 (when I filed the original complaint, and received assurance from Gema it would not happen again), 3/24/2016 (where Gema this time made SURE I was placed on their do not call list), and again on 5/24/2016 when I filed this second complaint.

Mr. [redacted] has been removed from all of our records. We apologize for any inconvenience or distress this has caused him, that is certainly not our intention. I will be sending him a gift card as a token of appreciation for his patience and understanding.   Best Regards, Gema P[redacted]Customer Relations Manager602-265-6600 X1003

I gave them my ps4 it was not sold else where you guys took it. You said it would be 150$ toward down payment. I have a low grade jetta and the cost is way more then you guys said! The other car would have been cheaper I dont know what shady stuff you guys are doing there I never gave anyone cash I truned in my ps4 to some guy named mike I know for a fact I did not bring in cash! I want the car that I got with no down payment or I want my ps4 back with all my games and my controllers I know they are using ot for personal use im not stupid! Therw was no reason for them to reject the first agreement with car, now im stuck with an ugly red jetta that I didnt even want I had sad no like four times I had my other car for at least 3weeks till you guys contacted me with all this bs with bringing car back..

We have scheduled [redacted] to get her 2nd key programmed. We will be collecting her vehcile from her place of employment, brining it in to progra and will take it back to her. We also offered to fill her tank for her. We apologized for the miscommunication about the check. The Finance Manager was...

new and he misspoke. The customer stated she was satisfied with the resolve. [redacted], Customer Relations Manager[redacted]