Houston Ford, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Our request was for the full amount of extended warranty as the manufacturer warranty still had ten months on it before expiring, which is $4,refundThis is for dealership negligence and the incredible amount of inconvenience coast to coast imports has causedThe refund check is for $3,- we are due $
Regards,
*** ***

This is the same complaint as one that was put in earlier this monthThis customer is just trying to overwhelm us with complaints to make us make exceptions outside of our practicesThe check will be mailed to them as soon as we get the money from the warranty company

There was no bait and switch tactic performedCustomer came to look at two Lexus SUV's that were the same model, but the one he bought had less mileage and the other vehicle wasn't done in it's reconditioning processHe chose the vehicle that had less mileageThe hail damage was barely
noticeableWe did not notice this damage even when appraising the car on trawhen we originally purchased the vehicleWe can't even confirm that it had hail damage since the only person who reported it having any was the customerNo one at the dealership noticed itThe radiator had no visible leaks at the time of inspection and the only time it was noticed is when the customer brought it to the shop and somehow the day after it was brought in there he said the heat didn't workWe had the vehicle for a month or more and never had an issue with heatThe differential would not throw codes in the systemThe customer had the differential checked because he thought it was noisyAlso, this was not noticed until after the customer took the vehicle and his technician said it was badWe have no way of verifying thisThis is a 150,mile car that is years oldWhile we made sure there were no immediate safety issues and that the vehicle did not have any major issues, the customer was welcome to have it inspectedWe verbally told him that this vehicle was being sold a few times as well as had the customer sign an buyers guide and displayed on the bill of saleHe was well awareThis customer is just upset that he bought and older car without thinking ahead that a vehicle that originally cost $50,or more will have plenty of equipment that doesn't come on your average vehicleIt has 154k miles and we told him we can't make them newCustomer called and demanded that we pay thousands of dollars to make this vehicle in like-new conditionI offered to help with part of the cost but he demanded an unreasonable amount

The Collection has stated what has happened and respectfully found the complaint unfounded. The client is asking for a third party service, not in The Collections control, to be hired to remedy a problem that we have already addressed. Credits have been given for tires and a rear window was corrected and replaced. We do not perform window tint and can not be responsible further for the tint. At this time no further action or service will be performed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

We received the check from *** (the third party warranty company) yesterdayWe are sending the refund check out today

First, I want to apologize for any and all stress and inconvenience this has all caused you. We strive to provide our customers with timely service and responses so if we have dropped the ball or someone failed to return your calls I do sincerely apologizeIf you'd like to reach out
directly to myself please feel free to do so and I will do whatever I can to resolve the situation!
Unfortunately GAP Policy and VSC requests do take several days to process when we send them into the providers, both when they're purchased and when they are cancelledBecause of this many times we have to wait 30+ days post-sale to process refunds, simply because the contract isn't fully registered into their system yetEven if someone calls us a few days after purchasing, we have to wait until the contracts are registered in the providers' system to then begin a cancellation/refund requestFrom there it is a lengthy process getting the money returned to us and then to your lender, and I do apologize for that delay (which you surely felt was caused by us simply ignoring your request)I will admit that this process needs improvement, however the time delays are out of our control and are due to the manner in which they process new contracts and refund existing ones
The refunds have indeed been processed and the check was actually sent out on November 2nd, so hopefully by now it has made its way to your lein holder, *** *** ***I confirmed this with our business manager prior to writing this reponseAgain, I truly apologize for the issues this has caused and will do whatever I can to assist moving forward! Thank you for taking the time to voice your concerns with us

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This response proves my point exactly, non-competent rhetoric focusing on me as the complainerCannot produce any of the information asked for in previous emails to prove their point, meaning that they can't because they don't have any evidence of my claimsWe have still not received a check from coast to coast for the full amount of $4,as of today's date, weeks and counting We contacted the third party service contract group who stated that they had sent the check to coast to coast and yet we still don't have it? We were duped, manipulated and lied to by coast to coast imports and their deceitful business practices
Regards,
*** ***

To Whom It may concern, I hope this Email finds you welli am writing to you today in response to *** ***'s complaintLet me start by saying that I am very sorry to hear about ***'s experience, for we pride ourselves on establishing and maintaining good relationships with all
of our clients, and do our best on providing them quality auto mobiles at a great valueWe take every vehicle through an inspection in our service department and we always try and make sure that we recondition all these vehicles to the best of our abilities, but we can only go so far and we do not take anything part or look through metalAt the time of us inspecting the vehicle nothing alarming was found, but unfortunately on older/ high mileage models the risk of running into an issue is a lot higher, especially over a 100,Miles, and therefore we sell those vehicles "AS IS". A Lot of clients when purchasing such vehicles pay for a whats is called a pre-purchase inspection at a third party service facilityPre-Purchase inspections go more in depth examining the different parts of the vehicles, and are more lengthy than the typical " New Arrival" inspection most dealers and our self included performwe also offer clients third party vehicle service contracts, and Ms*** purchased one, but unfortunately most of these contracts have a waiting period, and that is a matter between *** and the service contract companyHowever, in such situations we do not leave our clients behind, and we try and stand behind the vehicle even though we are not required to do so "legally" since the vehicle was sold " As Is" but we do so out of good faith, and for a better business practice, However, we can only do that if we are given the opportunity, but unfortunately *** choose to use her mechanic and *** *** *** for the diagnosis and Repairs of her vehicle, Which limits our ability to confirm the issues, and elevates the cost in an astronomical way. Since the repairs have already been done and at no point was the vehicle brought back to us for diagnostics or even repair, we unfortunately Can not assist Ms ***.I Included some paper work in an attachment, If you have any other questions or need any more documentation Please feel free to reach out. Mohammad B***General [email protected]

To whom it may concern: We are a used car dealership, as all of our cars are sold "as-is." We do not attach any warranty to the vehiclesWe do however give every customer an opportunity to buy an aftermarket warranty at the time of purchase for any problems that could arise in the future
Once she called and spoke with the owner we reached out to her and offered to help herAudi was charging her $7000, we offered to fix the vehicle at our cost to help the client out as much as possibleWe were saving her $to do the repairs at our cost

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The Collection stated that the tint issue was addressed and that it is out of their control and 3rd party will not be hired to remedy the problem. Those statements are contradicting as the tint issue still exists and it was not addressed yet. In addition, The Collection successfully hired 3rd party company, [redacted], to replace broken rear glass on my car as a result of their fault. Also, The Collection works with other 3rd party vendors all the time to do paint correction and other detailing services. I don't see a reason why 3rd party tint company cannot be hired at this time given the tint removal and reinstall was promised to me in writing which I have attached earlier. The owner of The Collection also offered to reimburse me if I do tint elsewhere.
Regards,
[redacted]

Coast to Coast Imports did refund full amount within the timeline that was quoted to the customer. We told her 6-8 weeks as that is how long it generally takes to have the warranty company process the refund and then have us receive it, process a check for it and send it to the bank. It ended up...

being in about 4 weeks. We were well within what we told her. Customer filed a complaint just hoping to speed up the process but we did it as quickly as we could. We did refund the full amount of $5317 to her bank to apply to the principle balance of her loan. The charges were not "bogus" and are all detailed out in the menu process where we offer the products and on the bill of sale as well as bank contract and product contracts that were signed by the customer at the time of sale. Ultimate protection is a 5 year, unlimited mileage coverage of wheels and tires, paintless dent repair, windshield repair and roadside assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Again, I sent information to Owen W[redacted] on the vehicle and asked that they contact the dealership the day it went into the dealership.  They did not contact the dealership nor did they even respond to me telling me to bring the car to Coast to Coast until almost 3 weeks after I alerted them the car was in the shop.  This is all evidenced in the email I attached to my last response.  They NEVER offered to help.  I called 3 times during this time to speak with them because I did not want to be out $5000.00 for a a repair.  No one called me back.  No one contacted me with any information or instructions until after almost 3 weeks after the car was first taken to the shop.  I asked them to contact the dealership; they did not.  I do not have the luxury of being without a car for that length of time.My regular mechanic told me not to take it to them because it should not have been sold in that shape; at the very least they should have disclosed the problems.  He indicated they do shoddy work and he has 4 other clients who have been misled by them.  However, had they instructed me to take the car to them, I would have done so.  They had ample time during that almost 3 weeks to contact me before I authorized any work to be done.  I sent them the estimate as soon as I received it from the dealership.  Yet, they did not respond, neither by email nor phone.In addition, why was I not told by Coast to Coast that I had the right to a 3rd party inspection.  I did not refuse their help.  They didn't offer help until almost 3 weeks later.  They are right.  They get nothing out of a dissatisfied customer.  I want to know how they are going to settle this.  I was mislead and they are now backtracking saying that I refused help that was not offered up front.  Please see the emails I previously attached.  I would also like to know why I was not given the courtesy of a call back when I tried to contact them via telephone.  This could all have been avoided had someone reached out to me when this first happened.  
Regards,
[redacted]

[redacted] I am attatching all of the documents that were signed by the customer for this particular deal.  The documents attatched will clearly show that the negotiation process as well as the finalization of the loan process all reflect taxes being collected on the trade difference.  Not...

the cost of the vehicle.  Indiana is a state that collects tax based off of trade difference.  At no time was the customer ever told that Ohio wouldn't charge him any additional tax.  Actually it was the complete opposite.  I specifically told the customer that for Ohio, we can only collect 5.75% sales tax based off of the difference itself.  He would be responsible for any difference in taxes owed to the state of Ohio.  Including any additional sales tax owed for individual counties.  During the negotiation process the customer only reflected what he wanted to get out of his trade in and what he wanted to finance.  He had a number that he was trying to get to and that is what we negotiated from.  Our buisness model is one that includes a no haggle/no hassle sales process.  The customer knew this from the time I personally went and talked to him.  However, he still proceeded to negotiate the trade in number, so that he could get to his financed amount goal.  I ended up giving the customer an additional $500 towards his trade in to complete the deal.  It is unfortunate that this has become an "issue" now, and I do sympathize with the customer.  His calculations came up short and unfortunately I believe he is trying to pass the buck on to our company at this point.  We as a company are not responsible for any sales tax imposed by any other states, we collect sales tax based off of difference figures and based off of what we are told we can collect for each state.  Every single state has different rules when it comes to sales tax on vehicle purchases.  These rules/laws change all of the time and it is impossible to keep up with each state individually.  Therefore, we have guidelines that we collect tax off of for each state and that is strictly what we go off of.  If you review the documents you will clearly see that the customer was fully aware of what sales tax we collected, I cannot be responsible for anything differently then what the customer signed for.  Hopefully you can use this information to craft the appropriate response to the customer.  I appreciate your help with this matter.  Please feel free to give me a call if you have any further questions. Jared [redacted] Sales Manager Finance Manager Coast To Coast Imports 5350 N Keystone Ave Indianapolis, IN 46220 Phone: (317) 257-9000 Fax: (317) 257-9001 Cell: (317) 373-[redacted] www.coasttocoastimports.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I will address each point of the response as follows:We take every vehicle through an inspection in our service department and we always try and make sure that we recondition all these vehicles to the best of our abilities, but we can only go so far and we do not take anything part or look through metal. RESPONSE:  This issue was found during a regular oil change.  The mechanic was so concerned that he told me to get it into the shop right away.  He didn't look through metal nor did he run a diagnostic test.  He didn't take anything apart.  My question to Mr. B[redacted] is why this wasn't found by his shop if it was so easily detected by [redacted].At the time of us inspecting the vehicle nothing alarming was found, but unfortunately on older/ high mileage models the risk of running into an issue is a lot higher, especially over a 100,000 Miles, and therefore we sell those vehicles "AS IS".RESPONSE:  I did understand I was purchasing "AS IS".  However, I was told by the sales man as well as the finance manager that the car had been inspected "thoroughly".   A Lot of clients when purchasing such vehicles pay for a whats is called a pre-purchase inspection at a third party service facility. Pre-Purchase inspections go more in depth examining the different parts of the vehicles, and are more lengthy than the typical " New Arrival" inspection most dealers and our self included perform. RESPONSE:  At no time was I told I had a right to a 3rd party inspection.  Why was I not told of this right?We also offer clients third party vehicle service contracts, and Ms. [redacted] purchased one, but unfortunately most of these contracts have a waiting period, and that is a matter between [redacted] and the service contract company. However, in such situations we do not leave our clients behind, and we try and stand behind the vehicle even though we are not required to do so "legally" since the vehicle was sold " As Is" but we do so out of good faith, and for a better business practice, However, we can only do that if we are given the opportunity, but unfortunately [redacted] choose to use her mechanic and [redacted] for the diagnosis and Repairs of her vehicle, Which limits our ability to confirm the issues, and elevates the cost in an astronomical way. RESPONSE:  I notified Coast to Coast on 9/29/17, the day my car went into the shop, that there were problems and the car was in the shop for repair.  I finally heard from Chris K[redacted] on 10/17/2017.  At no time during this almost 3 week period was I told to bring my car back to Coast to Coast.  I called and left 3 messages asking them to call me or call [redacted] to make arrangements.  They did not call me nor did they call [redacted].  I gave them ample time to make a decision to have the car removed to their shop.  I did not have the luxury to wait for them to get back to me almost 3 weeks later.  I made several attempts to resolve this with Coast to Coast and received no consideration from them.Since the repairs have already been done and at no point was the vehicle brought back to us for diagnostics or even repair, we unfortunately Can not assist Ms [redacted].RESPONSE:  Of course, Mr. B[redacted] can help me.  He is choosing not to help me.  In no way is this good industry practice.  He is also not honoring his so called "good faith" practice.  I feel I was mislead by both the sales team and the financial team.  Due to the conversations with my personal mechanic and [redacted] [redacted], I believe these defects in the car should have been easily seen by Coast to Coast.  
Please see the attached email communications between Coast to Coast and myself.  I appreciate your help with this.
Regards,
[redacted]

We requested for the vehicle to be brought to our repair facility so that we could help her and she sent us an email saying that her mechanic told her not to bring it back here. We cannot help when the vehicle is at a totally different repair facility. We have proof in the emails that we offered to help by bringing it here and she refused it. We would have been glad to do anything we could to help but the estimate was extremely high for what we were told needed to be done and we can't just pay a different shop to perform that work and ensure that it is done right. We get nothing out of having a dissatisfied customer but if they refuse to let us help the only way we can, there is not another solution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The Collection hired a 3rd party contractor to perform window tint on my Audi S4 after the purchase. The tint caused issues with rear glass which was replaced and the tint itself had issues. The Collection's service manager, Ben K[redacted], as well as the dealership manager, Keith T[redacted], promised in writing to replace old tint. The Collection now refuses to fulfill the promise despite the fact it was done in writing and was signed by Ben K[redacted], the service manager of The Collection. Not to mention buffing out rear pillar and bumper, also written and signed on that paper (please see attached).
Regards,
[redacted]

The tires on the vehicle were not bald and we have record of that. We have processed the cancellation with the warranty company. What the customer was told was that we just had to wait for the check to get to us so we can verify it and then we will send him a check as soon as it clears. I did not...

tell him an additional 3-4 weeks as he states in the complaint. I just told him that as soon as the money gets to us, we will send it to him. It should only be a few days to a week before I can send it. The cancellation shows an estimate of 3-4 weeks and at 28 days, he started calling demanding his money. We expedited it and have tried to get everything done as quickly as possible but he is simply being impatient. We are still going to send him that check as quickly as we can. We just have to follow our process.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The tread on the tires had 3/32nds, placing lives in danger the minute we pulled out of their dealership. I would like to see the records they claim they have on the vehicle showing otherwise. I never made one call to demand money, we made the call to see where we were in the process, it is a good thing we did as the dealership cancelled our contract with the wrong third party contractor. We have a cancellation form for Safe-Guard, it was actually Star Auto that had our vehicle services contract. What the dealerships office told me verbatim, please pull your call records, from the controller named Tara, is that we would be receiving our refund immediately and it will be overnight that day, to receive it 7-11-18. This didn't occur and how this person who claims they are a professional, could state anything to the contrary, is a bold face lie.  If you view the other seven complaints they have, you will notice some of these align with this one, failing to pay a refund on an overpriced service contract, we have yet to receive our refund from coast to coast imports as they sold us the vehicle service contract, and really it is not our concern how long they have to wait.Classic Used Car Salesman Tactics 
Regards,
[redacted]

This was caused by a glitch in the banking system. The Rep (Carrissa) from [redacted] even called the customer to let them know. Customer was instructed to re-deposit check but refused. [redacted] then sent a wire because that's what the customer would accept. Wire was sent within 24 hours.