Hovan Franchising Corporation

May we please request additional information?1) Name of dealership;2) Year & make of vehicle;3) Approximate date when this happened.Thank you very much,*** ***

We are waiting for the customer to choose a Subaru with better visibility that she would be interested in purchasing

To Whom It May Concern:Mr*** came to our dealership several times from February through April in order to help to him trade out his *** he bought a year ago. At that time we told we were unable to get him financed due to extreme inequity on his trade and the
lack of his credit history. On May 4th, 2017, Mr*** once again attempted to trade his vehicle using our online tool. On the same day Mr*** spoke with our internet consultant and his previous Sales Consultant *** ***, they both advised Mr *** that with current incentives we possibly could help trade out his current vehicle for new vehicleMr *** agreed and would like to move forward with process and scheduled the an appointment on the 8th at 10am to finish up the paperwork as he stated on the complaint letterThen again on May 5th our internet sales consultant called Mr *** to confirm the appointment and explains to him to processOn May 6th, we start our process by submitting the application to our lender to get the loan approvedDue to the extreme negative equity and the lack of credit we called Mr*** to inform him that we needed more time to work on the approval process. We did not want Mr*** to come in and wait several hours at the dealershipMr*** was upset, because we told him not come in and why did we start the process without his authorization, then he called and spoke with our sales manager *** ***, he stated to *** that he's okay to start the process on Friday May 5th but did not authorized us to do so on Saturday May 6th and asked us to remove the credit inquiries and his personal info from our database*** advised him that we are unable to deleted all his info from database due to previous purchased record, but will do best to send out the letter to *** and *** *** to remove the credit inquiry, but not guarantee the resolution. On my 8th, *** was on vacation and relayed the message to our office manager to generate the letter to send to the credit bureau and *** ***, which we did. We also sent a copy to Mr***We have done everything that was requested and resolved this matter.Sincerely,*** ***General Manager

Vehicle was not sold as a Certified Pre-owned, but WAS sold with an extended service contract for repairs, which is still active (see attachment 1)Extended service contract also includes roadside assistance / towing coverage / rental carVehicle is still within years / 60,miles of
*** Powertrain Warranty , with nothing indicating it is "NULL AND VOID"; (see attachement 2)Both mentioned engine repairs from the prior owner were actually *** RecallsThese were not performed due to engine failureVehicle was sold with 29,miles, and was reported to have 54,miles when serviced at *** *** (customer put 24,miles on vehicle)Quirk *** does not have any records of scheduled maintenance since the vehicle was sold to Ms. ***Revdex.com case does indicate how the vehicle was diagnosed or what repairs were needed to correct the vehicle

Hi ***,My name is *** ***, I'm the store sales manager, we briefly met today during your visit to the store, first of all I would like to apologize for the miscommunication that led to unpleasant situation, I wish you were here from the beginning to witness how nice and
accommodating to your parents during their visit aside from the fact that we might sell a car or not.Your parents came inquiring about the ***, we showed them one of ***s we have available (white) your parents inquired about available colors and the *** checked our system and came up with different options including incoming units and they picked the Grey incoming unit, they probably didn't ask what the time frame was or they might thought it was just incoming from our warehouse just like the White one did.Once they decided on the color, they started negotiating the price and we submitted your application to the bank and they required a cosigner since you carry a conditional social security number, when *** explained that to your dad and started representing the numbers, that when your father asked if there was a Turkish or Arabic speaker because he was having difficulty communicating with ***I was more than happy to jump in and we had a friendly conversation, discussed the numbers and he told me he would rather do it without asking the favor of co-signing, so I called the bank and spoke with the indirect lending VP to get an exception and get your application approved at the best tier without a cosigner, your father still negotiated the payment even further and after finally reaching an agreement, he surprised us by requesting a $charger to be thrown in with no extra charge, we didn't have any room left to give him the charger at no cost so I offered him to roll it in the payment for $15/mo instead of $20, he insisted to make the deal at $with the charger or he will leaveAt this point the deal wouldn't make any financial sense to the store, and no one at any *** dealership would be interested in making such a deal, but I figured I'll help with anything I can since they spent couple of hours in the store and since we really had a very nice chat so I agreed to do the $including the charger so they would leave happy.I worked off the stock number I got from the salesman, and never discussed delivery time with your father, he did tell me that he was leaving the country the following day, but never mentioned that he has to take delivery before he leaves, when he gave me his credit card I even said "The first payment is due the day *** picks up the car, Would you like to take care of it now" he said yesWe sell over vehicles every month and we are ranked #*** store nationwide, we go through intensive training and customer service workshops for us to handle this kind of volume both efficiently and professionally, *** is a professional salesman and he worked in multiple car dealerships including high end and luxury brands, and honestly speaking he was so professional and pleasant throughout the transactionWe never had the intention to misinform your parents about the delivery date simply because we don’t have to, 90% of our incoming inventory is sold already.To tell you the truth, in this particular deal we may be went 110% above and beyond, between asking the bank for tier exception, lowering the payment, including the level charger, we were more expecting a compliment rather than a complaintInstead of trying to resolve a simple issue to could be a result of some language barrier (or not), we were accused of lying, unprofessionalism, and were threatened to call the police, we were also called “ill mannered” by a civilized, educated person like yourselfI just think it’s not fair, wouldn’t you agree?Offering to cancel the deal came to the table when your father made it clear he would only buy the Grey car and must take delivery today, which is impossible, every car counts for us and every customer makes a difference, but not every deal is possible, and your father did a great job negotiating the deal and left no tiny room for any extras or gifts to be offered to him on the top of what he was getting, going to other dealers could actually let your parents know how special they were treated. Insurance doesn’t cost you money until the car is registered, so you are not paying for any unused insurance, you paid a deposit that can be used on this car or different oneI don’t want to sell you a car if you don’t feel you got a great deal and be happy about it, I strive for more happy customers rather than more sales. I hope I gave you an explanation to what actually happened, and as I offered your father today, I can arrange an appointment with our General Manager if you feel you still need to talk to someone else.Sorry about the lengthy email, but you had a lengthy complain and I thought you deserve a complete explanation. *** ***Sales ManagerQuirk *** ***

Daniel J Quirk, Incdba Quirk Pre-Owned asks the customer to make a service appointment if there are any remaining service / mechanical issues with the vehicle. We encourage all customers who purchase used vehicles, to purchase an extended warranty. This was offered at the time of
sale. Approximately 1/years since customer purchased vehicle so Quirk Pre-Owned cannot take vehicle back. Please let customer know that if they would like to trade vehicle in, we would be happy to give them the best trade price possible.

We had found, as stated in the original complaint, that the repairs that *** recommended for his vehicle were not caused by what had been completed at our repair facility We sent to ***, as a courtesy, parts that would help facilitate his repairs We also recommended a less costly fix for what was found by *** to help the customer

To whom it may concern, We are very sorry for the inconvenienceThis person will be removed from our calling/mailing list immediatelyThank you.

We are apologize for any inconvenience to Mrs***Here at Quirk we do not practice "bait and switch"This vehicle was sold the night before and we are sorry for the misunderstanding due to our internet inventory did not get updated in a timely mannerIf Mrs*** is still on the
market for a *** I will gladly help her the best that I to get her in a new or used ***She can contact me directly at ***Thank you

1) Quirk Works *** service center.2) *** *** Limited3) The service was done on 12/17/the bolt snapped driving on the
highway on 2/17/17. Update: Because the bolt that snapped off stripped the thread where the bolt is tightened, the garage had to replace the alternator to get the screw inThe dealership called and want the mechanic to use a nut to hold the bolt in place instead of doing the full fix which is replacement of the alternator.The car is currently at *** *** in *** **

The truck was originally purchased on 2/15/and Mr*** complained several times to *** *** regarding the wheels. Mr*** was unhappy with the wheels (see attached) and then waited until 3/7/to decide to pick it up because he was trying to get the wheels for much less
than we were able to offer them to him for. Mr*** saw the wheels the day he purchased it and we spent a lot of time researching what different wheels would cost to upgrade. I called Mr*** the day before he picked up the truck and everything seemed to be good. Mr*** picked up then a few days later, 3/7/brought it back on 3/10/to get assist steps installed and the bumper fixed which was alleged to be damaged by Quirk Chevrolet. Instead of us, Quirk Chevrolet, denying anything or replacing the bumper with a “refurbished” part as Mr*** stated, we replaced it with a new ** bumper. Mr*** was referred to us by a respectable customer which is the reason why we have been trying hard to resolve this with him. What Mr*** is requesting is unreasonable. I called Mr*** on 3/11/and we did not have a pleasant conversation. The truck was not in a “major accident” and does not have any “paint work.” We are not willing to upgrade his wheels, but we did offer him $500.

Please refer to TSB# *** for further information about a timing chain recall that you may have not found on the NTSB websiteAgain, this recall does not affect the condition your vehicle experiencedThis information is provided to you as a rebuttal to your original statement "the owner had work done on the engine on two (2) separate occasions"Recommended oil change service intervals for your *** Juke is every months or 3,miles (see page of your Maintenance Guide or https://owners.***usa.com/nowners/navigation/manualsGuide An oil change was performed by Quirk *** prior to you purchasing the vehicle on 05/22/with 29,milesThe following information was provided from your maintenance reciepts:- 11/13/w/ 36,miles (driven miles)- 03/20/w/ 42,miles (driven miles)- 08/16/w/ 48,miles (driven miles)- 02/09/w/ 53,miles (driven miles)- All oil change services were performed beyond the recommended intervals by time and milesAll oil change receipts, with the exception of one *** *** invoice, lack the quantity of oil installed into the engineI am awaiting the records from *** Customer Assistance for further information on their decision to decline this repair under warranty. I am also inquiring more information on how the vehicle failed*Please describe happened?*How fast was the vehicle traveling?*Was this gradual issue, or was the vehicle operating normally, and instantly started to smoke?*Any warning light indicators before or after the failure occurred?*Any noises or smells before or after the failure occurred?*Are there any pictures of the failures and sludge to support the information on the invoice?*Is the old part available for inspection?

I have several comments that I would like sent to the contact at Quirk KiaFirst of all the vehicle had less than 40k on it when the release was signedIt also was at years and months. Releases are generally used by automotive shops to protect them from something that could go wrong like collapsing valves during a oil change or some other related damage related to working on an old carThis release had nothing to do with the oil leaks that were never fixed by QuirkThis release was signed at the time the oxygen sensor and running boards were removedLittle did I know at the time that Quirk never fixed any of the issues with the oil leak and actually tried to fix it without doing the proper repairs according to one other Kia Dealer and one independent repair shop. I am accepting this as closure as I have made a private agreement with Kia. I am not happy about any of this but just want it ended so I can get another car for my daughter.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

The parts were showing in our system at the time Mrs*** called, However the parts on hand were not in saleable condition, We then had to order the parts which would take up to another days for us to receive and then ship out, Mrs *** had called to cancel the orderWe then refunded the
order on 3/5/18.I have attached the order details and payment transactions Thank you *** ***Quirkparts

I am not sure what else we can add to our initial response. We do our best to try to obtain financing for our customers. Unfortunately, when the bank does not approve the customer, the inquiry goes against their credit rating. We did have Mr***'s permission to try to obtain financing. It is unfortunate that we could not get him financed.

* Quirk implies that there was a NTB Recall on my vehicle engine 2X #*** I did call the NTB and speak with them and they said there WAS NO RECALL issued by them for my Juke except for three I have supplied, the said it may have been a "*** Campaign", I was advised to call *** Corp and request what work was done on my vehicle
* I called *** Corp.and was advised that *** conducted a "voluntary campaign", not a "NTB RECALL", on my Juke in May of 2015, which consisted of a component of the engine (timing chain, chain guide, and scopet) this had to have been done prior to be buying it in early June of
* You mention the oil change time intervals I did on my *** Juke You fail to mention that there are two (2) schedules, and schedule clearly states 7,miles or months
* I gave my *** Corporation Consumer Complaint number, this is something that you should be able to access because you work for ***I do not understand why your are unable
* You mention that you need pictures of my cars engine Again, I suggested *** ***, as well as *** Corporation if anyone has pictures it would be themAgain, you are a part of *** I do not know why you are unable to access this claim
* When this problem first occurred with my vehicle, prior to being sent to *** ***I did contact the service department at Quirk *** regarding my vehicle and spoke to "***", who was very rude, as well as unprofessional and not helpful I requested the name of his supervisor which he arrogantly supplied to me and told me he would not be in until 9:30am I did call his supervisor at 9:am and file a complaint against him, and he said he would speak to himthe reason I mention this is that if your service department "***" had done his job the way I would hope he was trained to do (good customer service) Quirk, would have everything that you ask me for now, but *** was not willing to help me so I had to reach out to another *** dealer for assistance
I am still requesting to be reimbursed in full for all of my out of pocket expenses as previously described If Quirk refuses I will have no other choice but to file a claim

Yes, Ms*** and fiancé test drove the Gun MetallicHowever, while at negotiation desk the blue color which is right in front of themPer our sales consultant *** ***, they would go with blue color instead I apologize for all this trouble, but unfortunately we are unable swap out a different color vehicle once the vehicle registered and customer has possessionAgain, we're happy to have the missing wiper blade replaced.If anything else I could do please do not hesitate to contact me directly at ***. Best Regards,*** ***General Sales Manager

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
* I have attached a document from the NTSB website regarding *** Juke and its recalls. It has had three (3) recalls and none of them had to do with the engine.* I have attached the repair bills.*I have attached the bills for substitute transportation.* I have attached my vehicle service receipts.I was told by *** ***, that neither one of my warranties would be covered due to the prior owner and his/her lack of repair/upkeep. MY WARRANTIES WERE VOID.* I was also told by *** Corporation Customer Service (***-case #***)that they would not honor my warranties and repair my vehicle due to the fact that the former owner had voided the warranty. They did try to find a way without the warrant to help me but eventually there were not able.I had two (2) warranties for this car that I could not use because of a prior ownerthis is unacceptable, that I have been lied to. I am requesting to be made whole and be reimbursed for all of the money I have paid out of pocket because of this matter
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
In regards to my rejection of the response to Quirk Subaru:1) They do admit that they mis-represented themselves as *** participants We just called over to Quirk Subaru and asked for the *** representative and low and behold were sent to *** *** againSo this has not been rectified:2) *** ***Subaru of America, Inc. Customer/Dealer Services Department 1-800-SUBARU(1-800-782-2783) Service Request Number: *** *** of Subaru National has tried to contact *** at Quirk Subaru for the past ten days and has never received the courtesy of a response either..3) I never yelled *** was in a storm upon entering the dealership with his sales team and simply passed that on to a customer.4) Quirk Subaru has shown NO good faith in its interaction to address this with either me, ***, or Subaru NationalNow working with Mr***'s office to address this.Thank you.PSI want to clarify that I never yelled nor was I asked to leave the showroom I have my name on this complaint and I would like to know how is asserting these untruths on Quirk's end.
Regards,
*** ***

This is *** Thorp and I was never notified of you requesting to cancelling this transaction. We are not able to sell vehicles that are already sold. No one informed you that the contract is cancelled tooFeel free to contact me directly at *** or (*** ***