Heiser Automotive Group

[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 is satisfactory to me.  I greatly appreciate that Don had apologized on his behalf for not getting back to me. I can tell that he truly means it. Don is a man who truly represents great customer service. Thank you. 
Regards,
Michelle [redacted]

customer came in for an oil and filter.  customer called back and said that one of the headlights did not work.  customer mentioned to our advisor that the vehicle was involved in a accident on that side of the vehicle.  we told customer that we would look at vehicle and let her know...

what was wrong at no charge to her.  we inspected vehicle and determined that there is no electrical power to the head light because of the damage to the vehicle.  customer declined and further workthank you

This customer did put down a $500 deposit on this vehicle on the dates indicated in the complaint.  However, from our records - we did attempt to contact this customer multiple times to work thru the financing from the bank.  We sent contract documents to this customer on or about 9/4 and...

followed up with him multiple times subsequent to that.  Ultimately we left the customer a message on 9/19 indicating that we needed to hear back from him, or that we were no longer holding the vehicle and that we would be selling the vehicle to someone else.  We never heard back from the customer until 10/3 indicated he was upset that we did not contact him to let him know the vehicle had been sold.  The customer was issued a credit (refund) on his credit card on 10/5/15 for the amount of $500.  We consider this issue to be resolved.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Its unclear to me why the discussion of tax credits about hybrids would even be raised by Heiser representatives if there was no correlation to my purchase, having already known that we would be leasing. Heiser was informed that we would choose to lease this vehicle from the very first discussion that we had with them. This should have immediately stopped any further discussion about credits.It is clear that they are not experts in these types of credits, however, in the response provided by Heiser, they admit to having a discussion about hybrids and tax credits during our purchasing process, but never forwarded any such information regarding the details of the credit until I reached out to them via email after the purchase.My issue lies with the representatives and the information given to potential buyers about tax credits. They have misrepresented the information and led us to believe that our vehicle was eligible for a credit that they seem to know nothing about.Because they are not experts in this area, they should not engage or promote subject matter, like hybrid credits, if they are unsure about eligibilities and other details. Bringing these things up during pre-sale discussions is what is misleading the buyers.
Regards,
[redacted]

I do not have any problem with either estimate.  Please let me know if you would like me to send a check or if you are going to send the bill to me upon completion.  You can reach me at ###-###-####.  Thank you. Don [redacted]

We are currently communicating with this customer to see if anything can be done about the $1500 private offer that is mentioned in this complaint.  We will research fully until we get a response from General Motors on whether the customer can get this money or not.  In a lot of cases the...

private offers are not combinable with many of the other rebates that customers qualify for at the time of delivery.  However, we will work to get this resolved on the customers behalf.  We should have followed up with this customer after the delivery and someone on our end dropped the ball.  I will stay involved in the process until we get the response from General Motors and communicate back with the customer.Chris [redacted]President

On
10-27-2014 [redacted] [redacted] and [redacted] [redacted] signed a finance contract purchasing
a 2012 Ford Fusion. We delivered the vehicle and forwarded the paperwork to the
finance company. 
 
When the
finance company received the deal they looked at the proof of income...

provided
and requested additional information. The customer did not respond or provide
the additional information required so the finance company denied the loan and
sent the contract back to us. 
 
In accordance with the privacy laws we are
not able to give you specific details of the additional required information
without the owners consent.
 
Since the
finance contract was not accepted by the finance company due to the missing
information, Quick Motors contacted the customer and told him he must return
the vehicle unless he can provide alternative financing or the information
originally requested by the lending institution.  The customer has not provided either of these
options to us as of this date.
 
The customer
had been set up for auto pay through a vendor called Smart Payment Plan.  The first payment was deducted as the
paperwork had gone through on Nov 10th, 2014...  The customer called and canceled the payment and
it was returned to him by Smart Payment Plan on Nov 14, 2014. 
 
We are unable to accept payments from the customer directly,
because we are not the finance company. 
Our agreements clearly state that the financing arrangement is between
the customer and the finance institution and subject to the terms of the
finance company’s guidelines.  Since the
bank is unwilling to finance this customer's transaction, the customer needs to
return the vehicle to our dealership.  If
that doesn't happen, we will have to take the initiative to get the vehicle
back thru legal remedies.[redacted]

we performed a vehicle inspection before we sold the vehicle and changed the oil and filter.  we did not filter out the oil to determine if there was any metal shavings in the oil because the vehicle was running fine at the time of the inspection.  during our inspection there was no...

notation of a seal leaking.  Mr. [redacted] took the vehicle to a BMW dealer 3 times and then they found there to be no compression.  he does not say how many miles are on the vehicle now or when this problem started or why he took it into the dealer.  we sold the vehicle AS IS and offered him an extended warranty which he declined.  if he has not he should contact BMW customer service and explain the situation with them for some help or talk to the service manager at the dealer.  thank youdon [redacted]

Revdex.com:
With the weather being bad this week and the coming week, I will need to postpone going to the detail shop so, a check made out to myself will be fine. I will more than likely be going to [redacted] because I was able to see a black car that they detailed really nice. I really appreciate you guys going through with the resolution that I was asking for. All I wanted from the beginning was for the issue to be fixed and never wanted it to go this far to be resolved. I'd still do business with Heiser  but, next time I will post a note or something to ensure that my vehicle does not go through the car wash. You can mail it to me or I can pick it up, which ever is preferred, I can be reached at ###-###-#### if you need more information from me, thanks again.
Regards,
Marlon [redacted]

We are currently working with this customer to try and find a solution.  Unfortunately, the 2008 MKX that is described in the correspondence was sold to another customer, who according to our management team, had signed a contract to take delivery of that vehicle prior to the contract...

signed by this customer.  (Our manager said that we told this customer that we would take this contract only as a second, in case the previous customer does not take delivery of the vehicle).  I believe we have asked the customer for their credit card in order to credit back their down payment, but have not been able to get that information from the customer. We have reached out to the customer to try and work with them on finding a different vehicle. I will update the file, once we have more information.

I have been in contact with Ashley and I am checking into the possibility of the option to get her out of the vehicle.  I do not know if that is possible but I will find out.  I also replied to her that if that cant be done I would get involved with repairing her vehicle.  thank you

I did speak with the sales associate ([redacted]) regarding this issue.  He does acknowledge having a general discussion with the customer regarding tax benefits of certain hybrid vehicles.  However, he does not recall offering any details about this specific vehicle and whether...

it would qualify for any tax credits.  I also believe [redacted] referred the customer to an IRS website that would provide more information.  We tell our salespeople to not offer any tax advice as every customer situation may be different and we are not experts in that field.  Additionally, if there had been any tax credits available on this vehicle (which I do not believe there were) then those benefits would have been figured into the monthly lease payment and not become a one-time credit available to the purchaser of the vehicle.  The lessor (which in this case was Ford Motor Credit) would have been entitled to any of those credits.  But again, I do not believe this vehicle would qualify for any tax credits.We do apologize for any confusion this has caused.  While I don't want a customer to be upset, I don't believe that we are responsible for the $2,500 referenced in this complaint.  I am more than willing to provide the customer with a goodwill gesture of adding $100 to their Consumer Advantage card (which is a customer loyalty card that we offer all of our customers) which can be used for future service visits. Sincerely, [redacted]

This was an error made by one of our office staff.  They posted the incorrect invoice price for this particular stock number.  The customer called our dealership and spoke to [redacted] one of our sales managers.  [redacted] indicated to the customer that this must have been a...

mistake.  [redacted] immediately looked into the issue and made the appropriate correction.  It can take up to 24 hours for all the websites pricing to be updated.  The pricing online for that particular stock number now shows the correct sale price. We make every effort to ensure that our on-line pricing is always accurate.  Mistakes do occur once in a while, and we make sure they are corrected immediately.  Unfortunately we cannot sell this vehicle for the price that the customer is requesting.  The current on-line pricing for this vehicle is what we are able to sell the vehicle for.

contacted josh about his concern.  we agreed to repair the brakes and his drivability problem.  he will pay a portion of the repairs.  he is satisfied with the outcome.thank you

I have been talking to mr. [redacted] about his concerns and we are trying to resolve the concern.  I will respond back when we talk again In the next few days thank you

Review: I purchased a 08 Chevy Impala in the beginning of June. I signed the paperwork and received the e-title. I was told that I would get a few free oil changes and get the mirror fixed that was damaged. For 2 weeks straight, I would bring the car up there and I was told Your appt is next week. I called the body shop and I never had me an appt scheduled. After getting upset with [redacted] I made him write me a confirmation for the appt. The beginning of July I contacted the dealership because I had not received any documents from the lender, was told I would receive call back multiple times. Its July 29 the day my payment is due. I was told I dont have a payment due because funding never went through. In the mist of all of this, I keep getting credit alerts that my credit was pulled. I was never called and explianed that they were sending my application to other banks to try and get new approvals. I call and notify them their response, oh Its the bank. I then get a call towards the 2nd week of Aug to come in and sign new paperwork and that they have a new lender and that I need to pay them my $300 monthly payment for Aug. I come in and sign the documents and I let them know that I would pay the $300 on Aug 29 because I could not believe they were expecting me to be able to just come in and pay the same day they called. Now it is Sep 9 and I called the lender they were and they stated that they have my approval but the dealership has not sent them the documents. I call the dealership, [redacted] says he faxed it over one business day ago. I called the lender they say they would have it notated that it was received. Call the dealership they say a rep come in and grabbed the paperwork. They have no confirmation of this. I feel skeptical of knowing that some unknown individual has my paperwork. One other issue I discovered is that the mileage on the title app is not correct. I notified them and [redacted] states that she will fix it once the loan is funded. My car mileage is aprox 98,000 and on the tile work it has 86,000. There is no way I would have put over 10,000 miles on a car in 3 months.Desired Settlement: I feel that they should have given some more money off on the car or my down payment. They had my credit run over 20 times which is making my credit even worse. At the beginning when I did the app I explained to them that I did not want my credit ran multiple times. I had to use up my own gas running back and forth out there several times and they have basically just taken up way too much of my time. I want compensation for my time and gas that was spent going back and forth out to them. I made about 12 or more trips out to them and I still do not have my proper copies of my paperwork.

Business

Response:

The reason that the paperwork took so long to complete with Ms [redacted]'s vehicle is because the original loan approval had expired while waiting for some additional paperwork from Ms [redacted]. This was explained at the time she took delivery of the vehicle. Once the approval had expired we were required to find another lender to finance her loan. When we originally pulled her credit report, there was 14 car related inquiries prior to her visiting our dealership. It is fairly common in our industry that a bank rep will pick up loan documents directly from the dealership. While it did take a few weeks for us to repair Ms [redacted]'s vehicle - we have done everything that we told her we would do as part of the sale of this vehicle.The vehicle paperwork shows 86,304 miles on at the time we delivered the vehicle. Ms [redacted] signed the paperwork acknowledging that those were the miles on the vehicle at time of delivery.We apologize for the many times that Ms [redacted] had to come to the dealership but again this had much to do with the original loan approval expiring and the requirement to find another lender and all the paperwork that followed that process. I would be happy to provide Ms [redacted] a full tank of gas for her inconvenience in having to drive to the dealership multiple times. Thank you.[redacted]

Review: On February 23, 2012, we purchased a GM Certified used 2010 black Chevy Camaro LS from Heiser Chevrolet in West Allis. We received a clean Carfax report indicating this was a one-owner vehicle with no record of accidents or thefts. The VIN # of the vehicle is [redacted]. We paid about $20,000 with a trade-in of a 1992 Acura Vigor. Everything went fine with our maintenance over the last 1 ½ years…that is, until we decided to sell the vehicle in July, 2013.

We listed our Camaro “For Sale by Owner” on [redacted] and [redacted]. A week later, we received a call from a sales manager at [redacted] asking us if we knew the vehicle was reported stolen on July 7, 2010. I was the person who answered the phone and I replied I had not heard or known any such thing. We reviewed the Carfax report that we were given from Heiser Chevrolet. It is dated February 19, 2012. It says nothing about the car ever being reported as stolen or stolen & recovered. The sales person at [redacted] said this is the first thing that pops up on her Carfax report. She also says the vehicle theft was not reported to Carfax until February, 2013, which was puzzling. We didn’t put much stock in the [redacted] person & what she told us until we visited a Mazda dealership on July 24, 2013, asking for an appraisal of the 2010 Camaro. Guess what they told us? The same thing! The car was reported as stolen on July 7, 2010. They also gave us a hurried “lowball” verbal offer of the appraisal value of the Camaro. This was right on the heels of telling us the car was reported as stolen. We left this Mazda dealership very quickly and received nothing in writing from them. We now had 2 separate car dealers telling us the Camaro was reported as stolen in 2010. Yet, there was nothing about this on our Carfax report.

Our family scanned the Carfax report that Heiser Chevrolet gave us one more time. There is definitely no mention of the vehicle being stolen and no mention of the vehicle being in an accident or of having any accident damage. There IS mention of the vehicle being registered or renewed on July 9, 2010. This would be only 2 days after it allegedly was reported as stolen. The Camaro was titled & registered on November 18, 2009 and then updated again on November 5, 2010. Those dates make sense. A re-registration on July 9, 2010 does not make sense. It now looks like the Camaro was stolen. Why didn’t Heiser Chevrolet look into this discrepancy when they ran the Carfax report for us on February 19, 2012? Did they think it was not important enough or perhaps that it would never come back to haunt us??

Well, it did. How could we sell the Camaro privately and offer a current Carfax to the buyer? Who would want to buy our car, knowing it was stolen? If that information was missing from the Carfax, a buyer might ask--WHAT OTHER INFORMATION IS MISSING? WHAT ELSE MIGHT BE WRONG WITH THIS CARFAX REPORT? They wouldn’t want to buy the car with all these clouds hanging over it and over us. And who could blame them? Fortunately, we were able to make a deal with a Hyundai dealership to sell the Camaro, though at less than what it was worth based on [redacted] and [redacted] trade-in values.

I thought we should still write this letter because we have been taken advantage of not once, but twice. First of all, we feel we overpaid on the Camaro when we first purchased it from Heiser Chevrolet. Someone there did not do their ‘due diligence’ in checking into why there was a mid-term re-registration of the vehicle. They are the car experts. They deal in volume buying, selling and dealing with trade-ins as their profession. We do not. We relied on them to tell us if a car we are interested in was ever reported stolen. Their screening goes well beyond checking a Carfax that any person on the street can access. We feel like we got the short end of the stick by not being told up front & beforehand about the Camaro being involved in a theft and apparent recovery. We probably would have never bought it had we known its shady past. We would not have paid $20,000 for it either. The title we received also does not reflect that the vehicle was ever stolen and recovered. We did take the Camaro back to where we bought it—Heiser Chevrolet in West Allis, on July 24, 2013. We tried to find out why we were never told about the stolen vehicle, but never got a meaningful answer. We also received a very “lowball” trade-in offer on the Camaro and left there feeling like someone else was getting the last laugh—at our expense. Now, we are paying again, a 2nd time—since we were unable to sell the vehicle to a private party directly. Who wants to buy a stolen car?? We had to take the trade-in offer and take another loss.

The more I think of this whole situation, the angrier I get. I do not think we were dealt with fairly, openly and honestly. I can’t even tell you how many hours of research we put into this whole matter, trying to understand how we are getting stuck with the devaluation of the Camaro because of things that happened before we ever owned it or bought it. Because of this negative experience, no one in our family will ever purchase another vehicle from any of the Heiser dealerships. We are miffed and disgusted by the whole thing—to say the least. I feel we have lost money and that Heiser has made money on us due to not fully disclosing everything about this 2010 Camaro to our family. The last few weeks have been a nightmare. We lost at least $2,000 both at the front end and the back end of the deal. I contacted the president of Heiser after sending them a letter on July 27, 2013. [redacted], [redacted] of Heiser, called and spoke with me in response to our letter several times. He feels Heiser bears no responsibility for what happened to us and blamed everything on Carfax. I told him his dealerships advertise that they use Carfax when selling a used vehicles. You can't have your cake and eat it too. If they use Carfax as an advertising tool, they also bear a responsibility in what happens when a vehicle is sold to someone who does not know it was stolen. That vehicle is devalued and the buyer should not be stuck with the devaluation. I said that despite a $4,000 loss, we would accept $2,000 as a compromise of this whole ugly matter in order to put it to bed. Mr. [redacted] offered $1,000 as his "final offer" to me on August 6, 2013. He never admitted any responsibility on the part of Heiser Chevrolet for what happened and said $1,000 was all he could get out of Carfax. I again said I am willing to negotiate and will accept $2,000, still taking a 50% loss on all the grief and financial hardship this has caused us. Mr. [redacted] replied he could not do better than $1,000 and that I could take it of leave it. I thought he was very arrogant to maintain this kind of attitude toward a customer. I also feel like we have been cheated by the dealership. Heiser has lost us as customers for good. Our family suspects that this sort of thing has happened to others, so this isn't just about the [redacted] family. There could be other shady practices gooing on between Heiser and Carfax. Please help us recover at least the additional $1,000 we feel we have lost in this situation. I told Mr. [redacted] we would report this to the Revdex.com and to the Bureau of Consumer Protection at the Wisconsin Department of Agriculture. He did not seem to care about that very much. We hope to hear back from you sortly on this matter and we thank you for your help.

Sincerely,

The [redacted] Family

[redacted]Desired Settlement: A settlement of at least $2,000 for all the time and money and grief spent on this debacle. It seems like no one cares that our family was left "holding the bag."

Business

Response:

I have talked to the customer on this concern. we agreed to reimburse the customer $1,800.00. she has received the check with a release that she is satisfied with our arrangement. thank you for letting us respond

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I found a vehicle on their internet site that I was interested in buying. Price was listed as $22,500. I called and spoke with [redacted]. She confirmed the price but wouldn't negotiate the price any further on the phone. She told me they were having a big sales event at the Washington County Fair grounds and prices were "great" and they had a $3200 minimum trade in deal at the event so I should drive up and see the vehicle. That deal ($22,500 less a $3200 trade in) was acceptable to me. I told her I was coming and she knew that I live in Illinois and it is over 100 miles for me to drive there. I went to my bank and got a cashier's check for $19,300 and drove there with intent to purchase the car. When I arrived I inspected and drove the vehicle and told the salesman at the event, [redacted], that I would take it, only to find that the "Car Wars Sale" event price on the car was $27,999 less the $3200 trade in. I am quite unhappy that they knowingly allowed me to drive a 250 mile round trip and waste several hours of my time with full knowledge that the "sale" price would be increased by $5500. This type of unethical business practice is why consumers have such a loathing of used car salespersons. I am not upset that I didn't get the car as another will certainly become available elsewhere, but I am quite annoyed of having my time stolen by these people.

Review: Went to Heiser Ford Lincoln in [redacted], to purchase a vehicle, work with [redacted] and [redacted]. They assured me that the 05 ford explorer I had been test driving was in great shape and would last a long [redacted]e. I informed them that I didn't have a lot of money and that I had had a bad experience in the past with buying a car and wanted to not get screwed over. I purchased the explorer and after three car payments the transmission has gone out. Took it back to the dealer and asked how this could have happen and why wasn't this check. I've been given the run around and told that it would cost over $4000.00 to repair. Very disappointed in their service. I have yet to receive a phone call from anyone.Desired Settlement: I would like for them to pay for the repair or replace my Vehicle.

Business

Response:

we contacted customer and we are going to repair the transmission for $800.00 plus tax. she agreed to this agreement and we are repairing her vehiclethank you[redacted]

Review: We went to them to finance a car. We picked one out was told we would have the car to be picked up Saturday. We came back Saturday and talked to the manager at the time named [redacted]. He told us that the bank wouldn't finance us for that car and we had to pick out another one. We then picked out another car. Was within our budget. We test drove it and. Decided we liked it. We were then told we couldn't pick it up until Monday. We picked it up Monday and signed all the paperwork. After we had the car over two weeks the dealer called saying the ex manager [redacted] financed us and the bank didn't and we needed to bring the car back. I called my husband immediately. He went up there and told them we have a contract and now they have to finance us without interest. The lady told us we were right and we had to start paying them. This is after they already took a payment from our banking account. So we thought the issue was done. We went to go make our first payment today and the new manager would not accept our payment. Told us we had to get a lawyer because they found a loop hole. We then took our contract that we all signed and showed them where it says they have to honor it. He still wouldn't take our payment and demanding we give the car back.Desired Settlement: We want to make the payments on the car. We already paid $500 down. I am going to talk to a lawyer about contract breach.

Business

Response:

On

10-27-2014 [redacted] and [redacted] signed a finance contract purchasing

a 2012 Ford Fusion. We delivered the vehicle and forwarded the paperwork to the

finance company.

When the

finance company received the deal they looked at the proof of income provided

and requested additional information. The customer did not respond or provide

the additional information required so the finance company denied the loan and

sent the contract back to us.

In accordance with the privacy laws we are

not able to give you specific details of the additional required information

without the owners consent.

Since the

finance contract was not accepted by the finance company due to the missing

information, Quick Motors contacted the customer and told him he must return

the vehicle unless he can provide alternative financing or the information

originally requested by the lending institution. The customer has not provided either of these

options to us as of this date.

The customer

had been set up for auto pay through a vendor called Smart Payment Plan. The first payment was deducted as the

paperwork had gone through on Nov 10th, 2014... The customer called and canceled the payment and

it was returned to him by Smart Payment Plan on Nov 14, 2014.

We are unable to accept payments from the customer directly,

because we are not the finance company.

Our agreements clearly state that the financing arrangement is between

the customer and the finance institution and subject to the terms of the

finance company’s guidelines. Since the

bank is unwilling to finance this customer's transaction, the customer needs to

return the vehicle to our dealership. If

that doesn't happen, we will have to take the initiative to get the vehicle

back thru legal remedies.[redacted]

Business

Response:

The issue has been resolved with this customer. They have returned the vehicle and we have refunded their monies. [redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. We did return the vehicle and they gave us all of our money back.

Regards,