Harvard Lending Group

Mr. & Mrs. [redacted],We apologize for the misunderstanding. It is not a requirement to add [redacted] in order for the loan to be approved. Our [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 $912 for the [redacted] product. The check is being sent via [redacted] today. Sincerely,[redacted],Customer Relations ManagerCamelback Volkswagen / Subaru / Mazda

[redacted], I did investigate and was not given the proper information regarding your cancellation and do apologize. I was give the letter that was sent to Subaru by Jorge to cancel the warranty and unfortunately the letter is not dated. We did process the cancellation on September 21st when it was received in our office. The service contract cancellation was finalized by Subaru and we have received the cancellation funds from Subaru (it does take 4 to 6 weeks once the form is received by Subaru to process the cancellation and send the refund to the dealer). Today we are issuing a check to your Lienholder Santander Consumer USA Inc. in the amount of $2000.00 our check number [redacted]. This will be sent via Federal Express to Santander Consumer USA Inc with an expected arrival of Monday October24th. You may contact Santander to find out what options are available on how the payment is applied to your account. Sincerely, Denise F[redacted] Controller Tell us why here...

Please see the attached document provided by Ms. Regina H[redacted] which explains in detail the circumstances regarding Ms. [redacted] purchase. Thank you,Denise F[redacted]Controller[redacted]

I spoke with [redacted]s this morning and they did explain that the coverage is 6 years/100,000 miles from the original Subaru limited Warranty Start date which was 7/26/2010. Camelback Subaru did not cancel the contract the contract it actually expired on 7/26/2016 based on...

the original Subaru limited warranty start date of 7/26/2016. I have attached a copy of the service agreement application and a print out from Subaru showing the details of contract. The Subaru Limited Warranty Start Date was incorrectly listed on the contract. The contract was in force from the date of purchase 7/28/2012 through it's expiration 7/26/2016 and therefore no refund is due. I do apologize that Mr. [redacted] did not return your call, I did have to find your file in storage in order to obtain the original copy and Mr. [redacted] does not have access to the storage facility. Also the Peoria Subaru dealership should have been able to explain the terms of the Service Contract and look up the original Subaru limited warranty start date. Please let me know if you have further questions.Sincerely, Denise F[redacted]Controller

The reply from the business, namely customer relations manager Gema [redacted], is full of outright falsehoods.1. In her reply about events that happened near the time of the vehicle purchase in late 2015, she denied that the car was delivered with any paint damage.  However such damage to the hood was noticed and mentioned before purchase, and a spot on the roof had been repaired before the customer even saw the vehicle.  The dealership eventually offered to "detail" the vehicle (polish the paint?), but that was hardly anadequatesolution because some of the paint was scratched all the way through the color coat, down to the white primer beneath it --  polishing will not put back paint.  Eventually, after contact with Mazda corporation, the front of the car was repainted and all the damage there seemed completely repaired.   The spot on the roof apparently received a new application of clear coat paint and initially appeared good, but it currently does not quite match the color of the rest of the roof    Ms. [redacted] suggested that paint damage occurred because something may have been set on top of the vehicle, but that's not credible because so much of the damage was on vertical areas, such as the front bumper and fender -- how does one set an object on such vertical surfaces?  It's more credible to believe the vehicle had been damaged by the branches of a tree or bush while it was moved around and parked at the dealership.   Also the fact that the car eventually had its roof, hood, bumper and fender repainted disproves Ms. [redacted]'s claim that the "customer never came in for us to have a look" [at the damage].2. The son of the customer did not threaten to sue Ms. [redacted] personally for not fixing the scratches, as she claimed.  Rather, he threatened to sue if the unpleasant dealings with [redacted] led to the over-80 customer suffering a stroke  or heart attack.  3. The dealer failed to deliver notification in early 2016 that the first 6-month scheduled maintenance for the Zakek paint protectant was due, but it did send notice for the next 6-month [redacted] maintenance, and the vehicle was brought in on July 14, 2016 because of that notice.   The paint damage caused by the dealer on that date was noticed before the customer took possession after treatment, but it was originally misidentified as harmless white  powder residue from the [redacted] treatment, and such powder was visible in several areas elsewhere on the vehicle, including along the clear plastic protective strips on the edges of the doors, a long, narrow vertical strip running down the middle of the driver side door, and at the edge of the roof line next to the passenger side rear door.  That powder came off easily by lightly brushing over it with a cloth, but when that was attempted on the driver side fender, nothing came off, and that was when the deep scratch was noticed.  That scratch definitely did not exist about 2 hours before arrival at the dealer that day.  The customer never said this spot just "rubbed off," as Ms. [redacted] claimed, nor did he cancel an appointment about this matter or say that no other assistance was needed. The original proposed solution must still be carried out:  repair the scratch properly and at no cost, and completely refund the cost of theapparently useless [redacted] treatment and contract.

In response to the complaint from Mr. [redacted],I would like to clarify that the Zaktek product is explained at least twice during the purchase process. Once while we show the vehicle. We explain what Zaktek is and how it works. We go over it again in the Finance office and there are at least 4 forms...

acknowledging the purchase of Zaktek and the understanding of what it involves. I have been able to get through to Zaktek with the number provided and the number on the contract [redacted]. One simply has to call the number and select option #4 to get through to the correct department. Once I got through I did find that the home kits have been discontinued. However, the representative in the claims department did find two other more local dealerships where the customer can take the vehicle for reapplication. I have called both dealerships and have spoken to their Service Managers and they are willing to take on the customer for re-applications of the Zaktek product. The customer can also contact me if they require assistance at time of reapplication.North Park Toyota in San Antonio [redacted]Reliable Chevrolet in Albuquerque [redacted]If you require anything else, please let me know. Thank you. Best Regards.Gema P[redacted]Customer Relations Manager[redacted]
[redacted]

September 8, 2015In Response to the Complaint from [redacted] We have resolved the issue with [redacted] and he is completely satisfied. Customer purchased a new Volkswagen and the auto loan was approved. We consider this matter closed.Sincerely, [redacted]...

[redacted]
[redacted]

This is in response to the complaint by Mr. [redacted],
We would require additional information from Mr. [redacted] as we do not show him in our system as purchasing a vehicle through us. He may have purchased with a co-signer and we would require that name to search our database. Nor do we have a vehicle...

identification number or a vehicle attached to his record on the service side.
If he can provide more information, we can look into this a little more.
Thank you,
Gema P[redacted]
Customer Relations Manager
###-###-#### X[redacted]
[redacted]

[redacted] has the right to cancel her Extended Service Contract, when a customer requests a cancellation they are provided the attached cancellation form and odometer reading. Once we receive the completed documents we will proceed with the warranty cancellation and if there is an active loan the...

cancellation amount needs to be sent to the loan provider. The practice that [redacted] is describing it not our normal business practice. [redacted] can contact myself to return the completed documents at [redacted].Sincerely, Denise F[redacted]Controller

When Mr. [redacted] purchased his vehicle the original deal did include a maintenance contract for a total cost of $3080.00, however the lender did not approve the structure of the financing and we had to reduce the amount financed to accommodate the requirement of the lender. We removed the maintenance portion of the contract and issued a new Mechanical Failure Service Contract for a cost of $2400.00 which was signed on April 28, 2015 and reduced our price by $500.00. We are able to offer you a 24 month/30,000 mile maintenance contract for our dealer cost of $480.00.  We do also have acknowledgment of the re-written contract signed by Mr. [redacted] on April 28, 2015. I have attached copies of the contract Mr. [redacted] signed and the acknowledgement of Re-Written contract.This email was also sent to Mr. [redacted] to which I did not receive a reply:[redacted], I tried reaching out by phone- the number listed in your complaint was no longer working. I did some research on your Revdex.com Complaint #[redacted] and found that you have a service contract in place with Fidelity Warranty Services. I have attached a copy of your Mechanical Failure Service Contract along with the contract inquiry print out showing the contract is active. In reviewing your file I did find that there was a new contract completed on April 28th which shows we removed the MPP Service Contract and added the Fidelity Service Contract which changed your payment from 651.66 monthly to 624.92 monthly. It is also my understanding that the free first 10K service was provided by Volkswagen and was not part of your service contract. Please let me know if you are interesting in canceling your service contract and we can work with you to obtain the paperwork needed. Thank you, Denise F[redacted]