Hyland Auto Sales

From: [redacted] Sent: Monday, July 24, 5:PM Subject: Complaint number [redacted] This is in regards to complaint number [redacted] I have been in touch with Ian from motors he claims to have sent a check to hyland auto on Tuesday the 18th I called hyland auto today monday the rd and they said that they have not received a check or have had any contact from motorsBut motors has names from people that he as talked to at hyland and claims to have proof of returned postage of the checkSo in all I would like the Revdex.com to contact both to find out what's going onHyland auto sales is where the car is through the address for hyland is [redacted] *** Phone number is [redacted] We really need to get this sorted out motors has not paid the car off and as of tomorrow 7-25-the car will now be moths behind and reported on my credit

The above mentioned customer did purchase a vehicle from Hyland Auto SalesThe vehicle was sold "As-Is" and noted accordingly on the Buyers Guide that the customer signedThe customer also signed and initialed a purchase order stating that "The Purchaser has inspected the vehicle and been given the opportunity for the same to be examined by a mechanic or other qualified person of their choice." This exact vehicle was used as a company loaner or courtesy vehicle for most of the yearWhen our Loaner Program was discontinued at the beginning of 2016, it was put out for sale in our Cash Sales line and sold "As-Is." The customer did call this office roughly a week after the purchase and informed me that a shop had told her the transmission was in need of service and that the shop it was at had told her that the transmission was "Going Out." When this office spoke to the customer, we did offer to finance the cost of the repair to the transmission as noted in the complaintThis is something that no other dealer or shop would doWe offered to perform the "Needed" repairs after performing our own inspection and offered to make the monthly payment for those repairs low enough to allow the customer to afford it Not one time during this conversation did the customer ask for her money and / or traback, instead she demanded we fix it for free or she "Will blast you all over townCraigslist, the Revdex.com and anyone else who will listen." Hyland Auto Sales works very hard to provide our valued customers with high quality, used vehicles for purchaseWe do not now nor have we ever put a vehicle out for sale with "Known" issuesIf we had any inclination that the vehicle had a bad transmission, it would not have been placed out front for sale Prior to this customer purchasing the vehicle, one of our employee's husband drove this vehicle every day for nearly a month while their vehicle was undergoing service at another shopDuring this time period, the vehicle performed as it should and no comments or complaints were ever mentioned about the transmission or any other component of the vehicleIt was driven hundreds and hundreds of miles and no issues were noticed As mentioned in the complaint, the customer is still driving the vehicle and intends to do so until it is no longer runningThis means that the transmission is still functioning and getting her where she needs to goThat would lead me to believe that the transmission is working and did not need to be replaced as she has demanded and filed a complaint stating Attached are copies of the Purchase order, the Buyers guide (Front and Back) and the service or repair order for the vehicle prior to sale to Ms***I have also sent a separate email to ([email protected]) which includes these documents and every single repair order since we first purchased the vehicle back in They include repairs done by previous owners at our facilityThe personal information on these repair orders have been removed to comply with Consumer Protection and Privacy requirements The total amount invested in this vehicle by both Hyland and the previous customers is: $4, This clearly shows that if there had been a "Known" issue, we would have repaired it as this amount is nearly DOUBLE what the customer paid for the vehicle Hyland will stand by the original offer to finance the repairs of the transmission if it does fail, however we are not interested in refunding the customers money as the vehicle was sold "As-Is" AND is still Running and Driving as stated in the complaint ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Greetings, Immediately after receiving the complaint from our customer, I *** ***, contacted our customer via telephone and assured them that the error was not on our end, but was a result for the reporting agency Trans Union having service issuesI assured Mr*** that we would
diligently work with Trans Union to clean up the credit report and correctly report show that the credit reports showed the account was paid in fullI asked Mr*** to please contact me directly if he had any further questions and to please understand that the correction would need to be done by Trans Union and was "Out of Our Control" at this pointThis morning, at 8:24am, our office received confirmation from Trans Union that the account was now showing a credit code of "64" This code means that the system now shows the Account is paid in full and has no balance.The *** group has never had any intention to deviate from our original agreement reached with the *** and has worked with Trans Union to make sure that their error was corrected and the customer's credit report will accurately reflect the terms of our agreementIn doing so I believe that the requested corrections made by the customer have been achieved and trust that the complaint resolution will reflect these corrections and the negative online remarks posted by the customer prior to talking to me directly will be removed as stated by the ***.Due to the personal information outlined on the email response from Trans Union I will not be attaching it to this responseHowever, I have emailed it directly the *** and will be available to talk with them directly if they have any further questions. Sincerely, *** ***Owner Hyland Auto Sales / Hyland Acceptance Company541-736-

The customer did in fact purchase a vehicle from Hyland Auto SalesThis vehicle was sold with a Limited WarrantyThe motor mount was not covered under said Limited WarrantyAs stated by the customer, Hyland did perform the non-warranty covered repairs in our service facility and did so at
a greatly reduced rateThe customer was only charged for 1/of and hour of laborHyland also worked with the customer to make this unforeseen expense more affordable by offering an interest free payment plan of the repairs Due to the fact that the customer did not sign the HIPAA release I am not al liberty to discuss the terms and conditions of the account pertaining to the amount owedHyland is happy to provide any and all payment history to the customer and her friend for reviewHyland is also happy to go thru the payment history line by line to assure the customer that the payoff amount is correct In regards to the customers accident, we have no control over how a customer drives their vehicle nor do we have any control over the wildlife in her pathIf the customer felt the airbags should have deployed from going into the ditch, she would need to take that up with the manufacture of the vehicle Hyland requires any and all financed vehicles to have a maximum deductible of $This is no secretIt is clearly stated multiple times and on multiple documents all signed by all of our customersThis contractual requirement is in place to avoid any excess burden that could be placed on our customers in the even of an accidentIf this customer admittedly failed to comply with this contractual requirement and had a deductible that was twice the maximum amount allowed by Hyland, we are unable to assist with this as that choice is out of our controlIf the customer would like to discuss any of the items mentioned in her complaint or mentioned in our response I would be happy to do so on the phone or in person541-736- Regards, David *H*** Owner

This complaint has been resolved to my satisfaction

The above mentioned customer did purchase a vehicle from Hyland Auto Sales. The vehicle was sold "As-Is" and noted accordingly on the Buyers Guide that the customer signed. The customer also signed and initialed a purchase order stating that "The Purchaser has inspected the vehicle and been given...

the opportunity for the same to be examined by a mechanic or other qualified person of their choice."
This exact vehicle was used as a company loaner or courtesy vehicle for most of the 2015 year. When our Loaner Program was discontinued at the beginning of 2016, it was put out for sale in our Cash Sales line and sold "As-Is."
The customer did call this office roughly a week after the purchase and informed me that a shop had told her the transmission was in need of service and that the shop it was at had told her that the transmission was "Going Out." When this office spoke to the customer, we did offer to finance the cost of the repair to the transmission as noted in the complaint. This is something that no other dealer or shop would do. We offered to perform the "Needed" repairs after performing our own inspection and offered to make the monthly payment for those repairs low enough to allow the customer to afford it.
Not one time during this conversation did the customer ask for her money and / or trade-in back, instead she demanded we fix it for free or she "Will blast you all over town... Craigslist, the Revdex.com and anyone else who will listen."
Hyland Auto Sales works very hard to provide our valued customers with high quality, used vehicles for purchase. We do not now nor have we ever put a vehicle out for sale with "Known" issues. If we had any inclination that the vehicle had a bad transmission, it would not have been placed out front for sale.
Prior to this customer purchasing the vehicle, one of our employee's husband drove this vehicle every day for nearly a month while their vehicle was undergoing service at another shop. During this time period, the vehicle performed as it should and no comments or complaints were ever mentioned about the transmission or any other component of the vehicle. It was driven hundreds and hundreds of miles and no issues were noticed.
As mentioned in the complaint, the customer is still driving the vehicle and intends to do so until it is no longer running. This means that the transmission is still functioning and getting her where she needs to go. That would lead me to believe that the transmission is working and did not need to be replaced as she has demanded and filed a complaint stating.
Attached are copies of the Purchase order, the Buyers guide (Front and Back) and the service or repair order for the vehicle prior to sale to Ms. [redacted]. I have also sent a separate email to ([email protected]) which includes these documents and every single repair order  since we first purchased the vehicle back in 2012. They include repairs done by previous owners at our facility. The personal information on these repair orders have been removed to comply with Consumer Protection and Privacy requirements.
The total amount invested in this vehicle by both Hyland and the previous customers is: $4,841.09  This clearly shows that if there had been a "Known" issue, we would have repaired it as this amount is nearly DOUBLE what the customer paid for the vehicle.
Hyland will stand by the original offer to finance the repairs of the transmission if it does fail, however we are not interested in refunding the customers money as the vehicle was sold "As-Is" AND is still Running and Driving as stated in the complaint.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

From: [redacted]  Sent: Monday, July 24, 2017 5:39 PM Subject: Complaint number [redacted]This is in regards to complaint number [redacted] I have been in touch with Ian from 99 motors he claims to have sent a check to hyland auto on Tuesday the 18th 2017 I called hyland auto today...

monday the 23 rd 2017 and they said that they have not received a check or have had any contact from 99 motors. But 99 motors has names from people that he as talked to at hyland and claims to have proof of returned postage of the check. So in all I would like the Revdex.com to contact both to find out what's going on. Hyland auto sales is where the car is through the address for hyland is [redacted] [redacted] 
Phone number is [redacted]
We really need to get this sorted out 99 motors has not paid the car off and as of tomorrow 7-25-2017 the car will now be 2 moths behind and reported on my credit.