Infiniti of Bakersfield

We would like to start off by saying that we feel we have done everything on our part to work with the customer and as said before we have never kept the customer from retrieving his personal items from the vehicleAt the time the Repo company picked up the vehicle at that moment the customer did ask if he could retrieve his belongings, the Repo company contacted us and spoke with the General Manager and he of course allowed the customer to get his belongingsThe customer refused at that very momentWe feel if the tables were reversed and we were the ones in that situation and had valuables and a significant amount of money still in the vehicle, we would retrieve our items at that very moment As previously stated, we are always available if the customer wishes to speak in person or would like us to give them a call

I am rejecting this response because:They did not require any additional information they are lying because I have text messages from [redacted] stating that they were rejecting the loan because of a phone interview so they are not a credible business and I have a statement from one of there employees that informed me that they only took the car back because they didn't want to be responsible if something happened to us if we were injured as a result of there negligence also I have proof and video recording of the day they took the car and refused me access to the car and Infiniti also made excuses to prevent me from getting my property back also they mislead me to think that they were going to give the car back and said don't worry about the property inside the car and they did it to steal my property also they have no right to con a customer out of there down payment for the car because they stole $in cash that one of there employees was there when I asked for it and discovered that it was all missing just empty envelopes left and I find it hard to believe that they are not the ones to take the money when I sent [redacted] a text message asking for them to please secure the envelopes for me because of the fact that it was a lot of money and he said that he would so I will not accept anything except the $and the dollars back because I have all there documents that prove in the state of California they have acted illegally and they have with intent committed negligence and due regard for the safety of my family and I

The customer did come in on January 18th to purchase a vehicle, at that time that she signed the contract she was not financed by a financial institutionThe loan was not able to be approved and our Finance Manager sent the customer a 10- day rescission letter at that point in timeShe made
an appointment with the customer to return the vehicleDuring this conversation the customer asked what does she need to be able to finance a vehicleThe Finance Manager contacted the financial institution after this conversation and was told that the customer would need $down payment and to trade in a vehicleThe customer has an appointment for today to either re-sign with the new terms or return the vehicleWe would still like to honor this appointment with the customer and be able to reach a resolution regarding the vehicle purchase if we are not able to obtain the financing then we will need the customer to return the vehicleWe may be able to explore other options and look into a cheaper more affordable vehicle that we can match with the financial institution terms

On May 12th 2017, *** *** and *** *** purchased a vehicle from Infiniti of BakersfieldAddressing the statement regarding the problems with the vehicle, as soon as the customer notified of that the vehicle was not operating to full capacity we immediately asked the customer to
return the vehicle that way we could inspect the vehicle and if needed complete any repairs as necessary
Addressing the statement regarding the vehicle being repossessed, the loan was approved with a financial institution, however when the bank received the contract they required additional documents to complete the loanWe tried numerous times and let the customers know the items that we neededThey did not provide the items the bank required and the bank returned the contractWe again notified the customer of the situation and let them know at this time that we would need them to return the vehicle because the loan was returnedThe customers would not respond to any of our requests and unfortunately we were forced to assign the vehicle to be repossessed in order for us to obtain the vehicle back
Addressing the statement regarding the customers property as well as any income they claim was inside the vehicle at the time of repossession, when the tow truck arrived to take the vehicle the customer was allowed at that time to remove any personal belongings that was theirsThe customer even called after the vehicle was brought back to the dealership and stated there were more items in the vehicle they wanted to retrieve and we allowed them once again to enter the vehicle and remove any personal belongings
Addressing the statement regarding the customer not being refunded the full down payment of $is due to any fees accrued during the process of trying to retrieve our vehicle backThe customer was sent a letter on August 29th explaining the details amounts and all invoices attached to concur with any fees
We are more than willing to speak with the customer if they would like to stop by the dealership at any time or call and speak to the General Manager

Initial Business Response /* (1000, 10, 2015/09/16) */
On many occasions we attempted to help the customer before it reached this point. The Service issues that were done, was before we had taken new ownership of the dealership. We offered to cover more than 50% of the cost of the second time they...

brought the vehicle into service, we offered to pay $1000 towards the $1600 service bill, the customer declined our offer. We also offered to take the vehicle in on trade and help the customer to purchase another vehicle. They did purchase a new vehicle however they declined to trade in the vehicle in which they are having the issues with. At this point our offer to pay more than half of the current service bill of $1600.00 still stands. We are willing to still do that. After they purchased the other vehicle they left happy and we are confused as to why this complaint was even generated in the first place. Since we were in talks with the customer to come to a resolution.

We would like to start off by saying that we feel we have done everything on our part to work with the customer and as said before we have never kept the customer from retrieving his personal items from the vehicle. At the time the Repo company picked up the vehicle at that moment the customer did ask if he could retrieve his belongings, the Repo company contacted us and spoke with the General Manager and he of course allowed the customer to get his belongings. The customer refused at that very moment. We feel if the tables were reversed and we were the ones in that situation and had valuables and a significant amount of money still in the vehicle, we would retrieve our items at that very moment.
As previously stated, we are always available if the customer wishes to speak in person or would like us to give them a call.

I am rejecting this response because:They did not require any additional information they are lying because I have text messages from [redacted] stating that they were rejecting the loan because of a phone interview so they are not a credible business and I have a statement from one of there employees that informed me that they only took the car back because they didn't want to be responsible if something happened to us if we were injured as a result of there negligence also I have proof and video recording of the day they took the car and refused me access to the car and Infiniti also made excuses to prevent me from getting my property back also they mislead me to think that they were going to give the car back and said don't worry about the property inside the car and they did it to steal my property also they have no right to con a customer out of there down payment for the car because they stole $8200 in cash that one of there employees was there when I asked for it and discovered that it was all missing just empty envelopes left and I find it hard to believe that they are not the ones to take the money when I sent [redacted] a text message asking for them to please secure the envelopes for me because of the fact that it was a lot of money and he said that he would so I will not accept anything except the $8200 and the 1000 dollars back because I have all there documents that prove in the state of California they have acted illegally and they have with intent committed negligence and due regard for the safety of my family and I