The customer first contacted us regarding this matter on March 7thLater that same day the customer called to inform us that the vehicle was repaired or was in process of being repaired by Sam’s Off RoadWe were not given ample time to contact the previous owner to determine where the lift
was installed, if there was still a warranty on the lift, or to inspect the vehicleDue to this we offered the $in good faith
The customer met with a member of our sales staff and filled out a credit applicationWe submitted the application, however the customer was not satisfied with the rates that were offeredOur staff counseled him regarding submitting to more lending institutions to try to find more favorable rates,
payment, and etcThe customer agreed to submit to more lendersBy doing this we were able to get closer to the terms he was looking for, but they were not to his satisfactionThe customer was counseled during his visit that submitting his credit application to multiple lending institutions would result in inquiries on his credit, however they would be treated as single inquiry due to "rate shopping" and would have little impact on his FICO scoreOur staff did our best to explain the application process and try to find agreeable terms
May 5, 2016To whom it may concern: We sold Ms*** a pre-owned Kia on 11-16-She had problems with the car and was unhappy and we traded her back out of the car on 1-16-Ms*** put $down on the 1st transaction which lowered her balance to fiance on the KiaWhen she
traded it back in on the scion she received the full amount which would move her equity onto her new note receiving her down payment days laterWe gave her $as stated for the floor mats in the Kia then in one conversation we had Ms*** we also gave her a set of floor mats for the ScionThe TT&L was also paid for by Hudiburg Toyota on the ScionBoth agreements were processed in our procedure, some lenders take longer than others to release liens. After several attempts to get to a reasonable place with Ms*** I finally asked her to submit to me in writing by mail or email her final wishes and complaintsFurthermore, I agreed to go over the figures on both transactions with a relative that she had requested I contactI agreed to if she would send me an email granting us permission to do so since the relative is not on the transaction paperwork on ether transaction I am sorry she fells this action to be condescending and unprofessionalI am yet to receive an emailThe next correspondence is from this officeShe has her full equity, her TT&L paid, $plus a new set of mats, and was provided transportation the whole time she was having a problem with the car in the first transaction.Our position at this time is this matter is closed. Thank you,*** ***, General Manager
We feel we have made every effort to repair Mr***'s vehicle to industry standards, and minimize his inconvenience, no further recourseSincerely,*** ***, GMHudiburg Auto Group
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
I got my paperwork to take care of my title thanks for taking so long to send the paperwork to my bank. I will not do business with you all anymore in the future.
We are sorry that Miss [redacted] is dissatisfied with her experience as a customer at Hudiburg Chevrolet. We have made inquiry into her complaint allegations. As previously stated, the subject used Malibu was purchased on June 7, 2014. A Carfax dated June 6, 2014, the day before her contract date, was pulled and placed in her deal jacket file. The Carfax indicates this vehicle has no history of accidents or damage. The prior owner of the vehicle had brought the vehicle into Hudiburg for routine maintenance/service on 2/25/14. There are no indications of damage or problems with the vehicle at that time. There is nothing in the Hudiburg records reviewed to indicate prior damage to the vehicle at issue, nonetheless, knowledge of such damage by Hudiburg. With regard to the complaints of problems with the vehicle, Hudiburg’s prior response to her initial complaint indicated the first complaints on file regarding issues with the transmission in the subject used vehicle were the 3/31/15 service records. This was approximately 9 months after the initial purchase date. Additional complaints regarding the transmission were made on 4/8/15 an 7/3/15. As previously indicated, the vehicle was checked by service personnel on each date and the transmission was found to be operating within factory specifications each time. With regard to allegations of disclosure of personal data by Hudiburg employees, Hudiburg cannot respond to the complaint as stated at this time. Without the identity of the employee that allegedly disclosed personal information, the exact type or nature of information disclosed, the identity of the person to whom it was disclosed, and/or the date, time or any other identifying information relating to the disclosure. Without such information, Hudiburg cannot provide a response.
Complaint: [redacted]
I am rejecting this response because:On the date Hudiburg Ford was notified of the safety issues of the vehicle, they were also provided the phone number to Sam's Off-Road, in which they were asked to call and advise Sam's of what action needed to be taken. Hudiburg did not contact Sam's Off-Road that day, nor did they contact them for approximately 2 weeks after the vehicle was repaired and Hudiburg had requested a copy of the receipts. As the customer, we did not request an upgraded lift be put on the vehicle; further, had Hudiburg contacted Sam's Off-Road, as requested by this customer, Hudiburg could have requested the type of lift put on the vehicle. However, the lift that was put on the vehicle was recommended by the retailer at the time of the repair to correct the safety issue with the vehicle. Furthermore, this customer has never asked Hudiburg to pay for the full amount of the repair, but was willing to split half (which would have been the cost of putting the lift on the vehicle that Hudiburg now wants). However, Hudiburg has been unwilling to do so only offering $500 in good faith. However, the cost to repair the broken and missing pieces of the vehicle which resulted in the safety issue, cost more than $500 to replace. This still does not rectify the concern of selling a vehicle that was unsafe to myself and my family. The vehicle was not inspected prior to leaving the car dealership. Had the vehicle been inspected this issue could have been avoided and my family would not have been put at risk.
Sincerely,
[redacted]
Upon Mr [redacted]'s return visit a few days later, he was still attempting to negotiate off the price that was offered to him in error on his previous visit. At the time of his previous visit we made it clear that the erroneous price would be honored that day only. He became angry when we went over this on his subsequent visit and left. Mr. [redacted] also indicated to our internet specialist that the offer that we made in error was too high by $1000.00. Our representative made an error in pricing during negotiations, on his previous visit, that was lower than the advertised price for this vehicle and agreed to honor that price for that day only. Unfortunately, the price was still too high and Mr. [redacted] declined to purchase the vehicle at that time.
We have checked the customer record and have found that we have notated and marked not to contact the customer in all of our systems. We have done...
everything we can to prevent mail and contact directly from our company, however, it is possible that the customers name could be included in a direct mail campaign that is done by zip code in the future. In this case we would not have control over the possibility of him being included. We have done everything in our control to meet the customers wishes. Additionally, it is possible the mailers the customer has received may have come directly from Nissan as he is in our assigned customer base. We encourage the customer to call 1-800-Nissan-1 to request to be removed from all possible mailing list.
On November 4th, 2016 Mr. [redacted] brought his vehicle in for an oil change and during the course of service, one of our employees backed it into another vehicle. Our Service Manager contacted Mr. [redacted] to inform him of the incident and that we would repair the damages we caused to the vehicle. While...
the vehicle was being repaired we gave Mr. [redacted] a comparable loaner vehicle to use as transportation. We repaired the vehicle, going above and beyond industry and insurance standards by using Original Equipment Manufacturer (OEM) parts when insurance standards would require aftermarket parts. It was noted that the left hand tail lamp was buffed and any visible or internal damage was removed. Furthermore, we repaired damage that was not associated with our incident to ensure that the repairs were up to standards and professional. Mr. [redacted] was notified his vehicle was ready on November 18th. Upon inspection Mr. [redacted] felt that the "bumper and quarter panel had a gap" and that the tail lights were "different on both sides". Our service manager and a body shop employee took Mr. [redacted] to survey other vehicles that matched the model and color of his vehicle. All of these vehicles were in the same condition as Mr. [redacted]'s. Mr. [redacted] advised that he felt inconvenienced during this entire incident. Our Assistant Manager offered Mr. [redacted] $250.00 for his inconvenience, to which he refused. As Mr. [redacted] was leaving his vehicle would not start. We diagnosed the problem and replaced the battery at our expense. Due to all the above, we feel that we have acted in good faith and did everything possible to make the customer happy and that could be reasonably expected.
Mrs. [redacted] came to the dealership on Monday, October 10,2016. She stated she needed a new temporary tag to put on her vehicle to park on federal property at work. When we informed her that we could not provide an additional tag she then stated that we were not prompt in processing the...
necessary paperwork for her vehicle purchase. Mrs. [redacted] purchased her vehicle on September 10th and we received the bank draft on September 12th. We did not receive the actual check for payment until the September 30th when we submitted the draft, final paperwork and title paperwork to her bank. We explained to Mrs. [redacted] that we processed her paperwork in the required 30 days from date of purchase. We cannot account for the delay at her bank after September 30th. We offered Mrs. [redacted] a loaner vehicle with a metal tag, so that she would be able to drive and park at work. The offer was declined. A copy of the dated and time stamped check that her bank released in exchange for her full vehicle purchase paperwork is attached.
Mr. [redacted]’s 2000 Toyota 4-Runner was towed in on 6-4-16 with a complaint of not starting. We were advised by Mr. [redacted] that he has had this problem before and that he personally made repairs to the vehicle to correct this issue. We were advised he had replaced the fuel pump himself. When a...
similar problem occurred he replaced the timing belt himself. Additionally, he has replaced the throttle position sensor and fuel pump relay, and other parts. During inspection the vehicle had a code #1 for ignition coil. We were authorized to replace the ignition coil and ignition cables. This did not correct the problem. We continued to try to diagnose the issue. It was not until two weeks into the diagnosis that Mr. [redacted] disclosed to [redacted] that he may have turned the crankshaft without the timing belt on. During previous inspection and diagnosis both cams on top of the engine were top dead center indicating that it was in time. After receiving this information we found it necessary to retrace the steps Mr. [redacted] had taken when replacing the timing belt. Once began this process we found that the vehicle was out of time on the crankshaft. Due to this there was damage to crankshaft gear, woodruff key, and a washer missing from one of the idlers. We advised Mr. [redacted] of the repairs needed and agreed to waive the labor charges for the ignition coil and cables, and the price for repairs would be $920.00. The dealership absorbed the discount of $303.08. The customer paid and picked up his vehicle. He informed us that the air filter box had additional damage to it, which we agreed that there was new damage. We agreed to get him a used air filter box that he would install himself. We have given Mr. [redacted] a discount on the work that was done from our standard rate, agreed to replace the air filter box that was already partially damaged when the vehicle arrived. At this time we consider this matter closed. A more detailed timeline is attached. [redacted], GM
Complaint: [redacted]
I am rejecting this response because: It's false, I purchased my vehicle on February 24, 2018. The banks rates didn't go up until March 1, 2018. Also, as the contract that was submitted shows the amount that my contract says is $25,000 for the total price. Not, the 27 thousand plus that was submitted. They committed fraud and this isn't the first time that they've done it.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:as far as me not contacting the dealership about transmission issue I had contacted the dealership and the transmission gentleman went on a test drive with me throughout the city. Yes, he said that he didn't see or feel and problems with the transmission. I NEVER received any Carfax report. so I really don't know where it went too. The car has been wrecked I have been told by two other dealerships. Which I would disclose those names if needed. (Please do not include any personally identifiable information in your response.)As far as the personal information: here again Please do not include any personally identifiable information in your response. (posted by the Revdex.com) SO I will provide more information to the dealership of that when needed. it really doesn't matter what type or kind of information that was release without my knowledge it is against my rights through the Privacy Act of 1976. If I wanted that person to know all of my business and what had gone on with that dealership I would of personally told him. as I have stated before: I am really sorry to say this but this dealership is and has somewhat the reputation as another dealership here in the city.......they will rip you off and untrustworthy. I personally have bought 3 vehicles there just because of the location. I have sent family and friends there to certain sales people. NOT NOW! I will drive where ever I need too. I have spoke to salesmen that no longer are there and they left because of the way they treat the customers.
Sincerely,
[redacted]
When notified of the problem we advised the customer we would contact the previous owner to get information on the lift and where it was installed. We contacted the previous owner the same day we were made aware of the problem. That same day the customer authorized Sam’s Wholesale to install an upgraded lift to the vehicle. We were not given ample time to make inquiries on the equipment that was installed on the vehicle at the time of purchase or any other arrangements to fix the vehicle. As such we are not willing to pay for a higher grade lift than was on the vehicle when it was sold.
Final Consumer Response /* (2000, 6, 2015/08/28) */
The form was successfully submitted to Toyota. I spoke with them today. This claim can be cancelled.. Thank you SO much
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
We are working with the customer to resolve the issues at this time
We have manually entered into the system to no longer send mailers to customer as of December 20, We apologize for any inconvenience
The customer first contacted us regarding this matter on March 7thLater that same day the customer called to inform us that the vehicle was repaired or was in process of being repaired by Sam’s Off RoadWe were not given ample time to contact the previous owner to determine where the lift
was installed, if there was still a warranty on the lift, or to inspect the vehicleDue to this we offered the $in good faith
The customer met with a member of our sales staff and filled out a credit applicationWe submitted the application, however the customer was not satisfied with the rates that were offeredOur staff counseled him regarding submitting to more lending institutions to try to find more favorable rates,
payment, and etcThe customer agreed to submit to more lendersBy doing this we were able to get closer to the terms he was looking for, but they were not to his satisfactionThe customer was counseled during his visit that submitting his credit application to multiple lending institutions would result in inquiries on his credit, however they would be treated as single inquiry due to "rate shopping" and would have little impact on his FICO scoreOur staff did our best to explain the application process and try to find agreeable terms
May 5, 2016To whom it may concern: We sold Ms*** a pre-owned Kia on 11-16-She had problems with the car and was unhappy and we traded her back out of the car on 1-16-Ms*** put $down on the 1st transaction which lowered her balance to fiance on the KiaWhen she
traded it back in on the scion she received the full amount which would move her equity onto her new note receiving her down payment days laterWe gave her $as stated for the floor mats in the Kia then in one conversation we had Ms*** we also gave her a set of floor mats for the ScionThe TT&L was also paid for by Hudiburg Toyota on the ScionBoth agreements were processed in our procedure, some lenders take longer than others to release liens. After several attempts to get to a reasonable place with Ms*** I finally asked her to submit to me in writing by mail or email her final wishes and complaintsFurthermore, I agreed to go over the figures on both transactions with a relative that she had requested I contactI agreed to if she would send me an email granting us permission to do so since the relative is not on the transaction paperwork on ether transaction I am sorry she fells this action to be condescending and unprofessionalI am yet to receive an emailThe next correspondence is from this officeShe has her full equity, her TT&L paid, $plus a new set of mats, and was provided transportation the whole time she was having a problem with the car in the first transaction.Our position at this time is this matter is closed. Thank you,*** ***, General Manager
We feel we have made every effort to repair Mr***'s vehicle to industry standards, and minimize his inconvenience, no further recourseSincerely,*** ***, GMHudiburg Auto Group
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
I got my paperwork to take care of my title thanks for taking so long to send the paperwork to my bank. I will not do business with you all anymore in the future.
We are sorry that Miss [redacted] is dissatisfied with her experience as a customer at Hudiburg Chevrolet. We have made inquiry into her complaint allegations. As previously stated, the subject used Malibu was purchased on June 7, 2014. A Carfax dated June 6, 2014, the day before her contract date, was pulled and placed in her deal jacket file. The Carfax indicates this vehicle has no history of accidents or damage. The prior owner of the vehicle had brought the vehicle into Hudiburg for routine maintenance/service on 2/25/14. There are no indications of damage or problems with the vehicle at that time. There is nothing in the Hudiburg records reviewed to indicate prior damage to the vehicle at issue, nonetheless, knowledge of such damage by Hudiburg. With regard to the complaints of problems with the vehicle, Hudiburg’s prior response to her initial complaint indicated the first complaints on file regarding issues with the transmission in the subject used vehicle were the 3/31/15 service records. This was approximately 9 months after the initial purchase date. Additional complaints regarding the transmission were made on 4/8/15 an 7/3/15. As previously indicated, the vehicle was checked by service personnel on each date and the transmission was found to be operating within factory specifications each time. With regard to allegations of disclosure of personal data by Hudiburg employees, Hudiburg cannot respond to the complaint as stated at this time. Without the identity of the employee that allegedly disclosed personal information, the exact type or nature of information disclosed, the identity of the person to whom it was disclosed, and/or the date, time or any other identifying information relating to the disclosure. Without such information, Hudiburg cannot provide a response.
Complaint: [redacted]
I am rejecting this response because:On the date Hudiburg Ford was notified of the safety issues of the vehicle, they were also provided the phone number to Sam's Off-Road, in which they were asked to call and advise Sam's of what action needed to be taken. Hudiburg did not contact Sam's Off-Road that day, nor did they contact them for approximately 2 weeks after the vehicle was repaired and Hudiburg had requested a copy of the receipts. As the customer, we did not request an upgraded lift be put on the vehicle; further, had Hudiburg contacted Sam's Off-Road, as requested by this customer, Hudiburg could have requested the type of lift put on the vehicle. However, the lift that was put on the vehicle was recommended by the retailer at the time of the repair to correct the safety issue with the vehicle. Furthermore, this customer has never asked Hudiburg to pay for the full amount of the repair, but was willing to split half (which would have been the cost of putting the lift on the vehicle that Hudiburg now wants). However, Hudiburg has been unwilling to do so only offering $500 in good faith. However, the cost to repair the broken and missing pieces of the vehicle which resulted in the safety issue, cost more than $500 to replace. This still does not rectify the concern of selling a vehicle that was unsafe to myself and my family. The vehicle was not inspected prior to leaving the car dealership. Had the vehicle been inspected this issue could have been avoided and my family would not have been put at risk.
Sincerely,
[redacted]
Upon Mr [redacted]'s return visit a few days later, he was still attempting to negotiate off the price that was offered to him in error on his previous visit. At the time of his previous visit we made it clear that the erroneous price would be honored that day only. He became angry when we went over this on his subsequent visit and left. Mr. [redacted] also indicated to our internet specialist that the offer that we made in error was too high by $1000.00. Our representative made an error in pricing during negotiations, on his previous visit, that was lower than the advertised price for this vehicle and agreed to honor that price for that day only. Unfortunately, the price was still too high and Mr. [redacted] declined to purchase the vehicle at that time.
We have checked the customer record and have found that we have notated and marked not to contact the customer in all of our systems. We have done...
everything we can to prevent mail and contact directly from our company, however, it is possible that the customers name could be included in a direct mail campaign that is done by zip code in the future. In this case we would not have control over the possibility of him being included. We have done everything in our control to meet the customers wishes. Additionally, it is possible the mailers the customer has received may have come directly from Nissan as he is in our assigned customer base. We encourage the customer to call 1-800-Nissan-1 to request to be removed from all possible mailing list.
On November 4th, 2016 Mr. [redacted] brought his vehicle in for an oil change and during the course of service, one of our employees backed it into another vehicle. Our Service Manager contacted Mr. [redacted] to inform him of the incident and that we would repair the damages we caused to the vehicle. While...
the vehicle was being repaired we gave Mr. [redacted] a comparable loaner vehicle to use as transportation. We repaired the vehicle, going above and beyond industry and insurance standards by using Original Equipment Manufacturer (OEM) parts when insurance standards would require aftermarket parts. It was noted that the left hand tail lamp was buffed and any visible or internal damage was removed. Furthermore, we repaired damage that was not associated with our incident to ensure that the repairs were up to standards and professional. Mr. [redacted] was notified his vehicle was ready on November 18th. Upon inspection Mr. [redacted] felt that the "bumper and quarter panel had a gap" and that the tail lights were "different on both sides". Our service manager and a body shop employee took Mr. [redacted] to survey other vehicles that matched the model and color of his vehicle. All of these vehicles were in the same condition as Mr. [redacted]'s. Mr. [redacted] advised that he felt inconvenienced during this entire incident. Our Assistant Manager offered Mr. [redacted] $250.00 for his inconvenience, to which he refused. As Mr. [redacted] was leaving his vehicle would not start. We diagnosed the problem and replaced the battery at our expense. Due to all the above, we feel that we have acted in good faith and did everything possible to make the customer happy and that could be reasonably expected.
Mrs. [redacted] came to the dealership on Monday, October 10,2016. She stated she needed a new temporary tag to put on her vehicle to park on federal property at work. When we informed her that we could not provide an additional tag she then stated that we were not prompt in processing the...
necessary paperwork for her vehicle purchase. Mrs. [redacted] purchased her vehicle on September 10th and we received the bank draft on September 12th. We did not receive the actual check for payment until the September 30th when we submitted the draft, final paperwork and title paperwork to her bank. We explained to Mrs. [redacted] that we processed her paperwork in the required 30 days from date of purchase. We cannot account for the delay at her bank after September 30th. We offered Mrs. [redacted] a loaner vehicle with a metal tag, so that she would be able to drive and park at work. The offer was declined. A copy of the dated and time stamped check that her bank released in exchange for her full vehicle purchase paperwork is attached.
Mr. [redacted]’s 2000 Toyota 4-Runner was towed in on 6-4-16 with a complaint of not starting. We were advised by Mr. [redacted] that he has had this problem before and that he personally made repairs to the vehicle to correct this issue. We were advised he had replaced the fuel pump himself. When a...
similar problem occurred he replaced the timing belt himself. Additionally, he has replaced the throttle position sensor and fuel pump relay, and other parts. During inspection the vehicle had a code #1 for ignition coil. We were authorized to replace the ignition coil and ignition cables. This did not correct the problem. We continued to try to diagnose the issue. It was not until two weeks into the diagnosis that Mr. [redacted] disclosed to [redacted] that he may have turned the crankshaft without the timing belt on. During previous inspection and diagnosis both cams on top of the engine were top dead center indicating that it was in time. After receiving this information we found it necessary to retrace the steps Mr. [redacted] had taken when replacing the timing belt. Once began this process we found that the vehicle was out of time on the crankshaft. Due to this there was damage to crankshaft gear, woodruff key, and a washer missing from one of the idlers. We advised Mr. [redacted] of the repairs needed and agreed to waive the labor charges for the ignition coil and cables, and the price for repairs would be $920.00. The dealership absorbed the discount of $303.08. The customer paid and picked up his vehicle. He informed us that the air filter box had additional damage to it, which we agreed that there was new damage. We agreed to get him a used air filter box that he would install himself. We have given Mr. [redacted] a discount on the work that was done from our standard rate, agreed to replace the air filter box that was already partially damaged when the vehicle arrived. At this time we consider this matter closed. A more detailed timeline is attached. [redacted], GM
Complaint: [redacted]
I am rejecting this response because: It's false, I purchased my vehicle on February 24, 2018. The banks rates didn't go up until March 1, 2018. Also, as the contract that was submitted shows the amount that my contract says is $25,000 for the total price. Not, the 27 thousand plus that was submitted. They committed fraud and this isn't the first time that they've done it.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:as far as me not contacting the dealership about transmission issue I had contacted the dealership and the transmission gentleman went on a test drive with me throughout the city. Yes, he said that he didn't see or feel and problems with the transmission. I NEVER received any Carfax report. so I really don't know where it went too. The car has been wrecked I have been told by two other dealerships. Which I would disclose those names if needed. (Please do not include any personally identifiable information in your response.)As far as the personal information: here again Please do not include any personally identifiable information in your response. (posted by the Revdex.com) SO I will provide more information to the dealership of that when needed. it really doesn't matter what type or kind of information that was release without my knowledge it is against my rights through the Privacy Act of 1976. If I wanted that person to know all of my business and what had gone on with that dealership I would of personally told him. as I have stated before: I am really sorry to say this but this dealership is and has somewhat the reputation as another dealership here in the city.......they will rip you off and untrustworthy. I personally have bought 3 vehicles there just because of the location. I have sent family and friends there to certain sales people. NOT NOW! I will drive where ever I need too. I have spoke to salesmen that no longer are there and they left because of the way they treat the customers.
Sincerely,
[redacted]
When notified of the problem we advised the customer we would contact the previous owner to get information on the lift and where it was installed. We contacted the previous owner the same day we were made aware of the problem. That same day the customer authorized Sam’s Wholesale to install an upgraded lift to the vehicle. We were not given ample time to make inquiries on the equipment that was installed on the vehicle at the time of purchase or any other arrangements to fix the vehicle. As such we are not willing to pay for a higher grade lift than was on the vehicle when it was sold.
Final Consumer Response /* (2000, 6, 2015/08/28) */
The form was successfully submitted to Toyota. I spoke with them today. This claim can be cancelled.. Thank you SO much