May 13, On behalf of Irving Motors Corp., we do apologize for speaking to the customer in the manner that we did and for the inconvenience Again, as stated several times in our previous response, the title is released from the lien holder, so Mr [redacted] can sell the vehicle if he has not alreadyAt Irving Motors Corp., we abide and follow procedures from the Texas Department of Motor Vehicles, and we cannot “erase” Irving Motors Corpfrom the title’s lien holder's historyWe do not understand his persistence in wanting to “erase” the lien from the title's history, either way there is nothing preventing him from selling it We have put our part in helping Mr***, but he refused.There is nothing else that we can do at this point and we request for this case to be closed Thank you, [redacted]
May 5, 2015First and foremost, on behalf of Irving Motors Corpwe would like to apologize to Mr [redacted] for the inconvenience this may have caused himMr [redacted] did call us during the month of February inquiring about his title for the Jaguar he purchased on September 10, He notified us he had not received his title and had applied for a copy, but he was informed Irving Motors Corpwas listed as the lien holderWe saw in our records we still had his title and on February 25, the lien holder was released and mailed out to the address provided by the customerWe received a call on March 6, from Mr***; he spoke to Ms [redacted] and asked on why we put a lien on the title if he had paid in fullIt was explained to him he had signed the Title Application showing Irving Motors Corpas the lien holderMr***’s sales representative had informed us on the date of sale Irving Motors was to be added per customer’s request to prevent the title from getting lost in the mail Ms [redacted] explained to the customer that on the title the lien holder was signed and released and he would not have a problem if he wanted to sell the vehicleUnder the law and regulations of TXDMV, if he wanted a complete new title without a lien he had to send back the title and we would have it corrected; we did assure him we would pay for the correctionThe new title would then be mailed out in a few weeks to his addressHe refused to send back the title to us to correct and have the lien removedHe continued to insist for a for a title correction.We received several calls from him during the month of March on the same issue; unfortunately, we could not help him because he did not comply nor understand what was explained to himOn March 25, Mr [redacted] had claimed he spoke to the Texas Department of Motor Vehicles, they told him we did not need a title to make a lien correctionMs [redacted] called the TXDMV, they confirmed we needed the title in order to apply for a new one without the lien holderShe did notify the customer about speaking to the TXDMV and made an arrangement to meet him thereHowever, on that day she was by herself working in the office; she was unable to go because of a high volume of customer calls and customers coming into the office to make paymentsThe customer called back again saying he was waiting for Ms [redacted] and a representative from the TXDMV had told him they could not make any changes there at that departmentWe then sent Mr [redacted] to SANCO Titles so he could personally go and request to apply for a new title without the lien holder information and have these changes paid by Irving Motors CorpA while later we received a call from SANCO Titles, they said they explained the process to Mr [redacted] and he told them they did not know what they were doingHe refused to give them the title and left their officeThe customer called around a total of six calls in March 2015, threatening to report us, even after Ms [redacted] tried to explain the procedure to himMs [redacted] broke down crying out frustration because he did not understandWe tried to help him and Mr [redacted] refusedIt came to a point where we did feel harassed and threatened and told him to stop calling or we would call the policeWe have done our part on explaining to the customer the process of changing the lien holder information and offering to pay for the changesMr [redacted] needs to understand there is a process if he wants to have a new title without the lien holder information, it is not as simple as printing out a new oneIrving Motors Corphas been in over years and in no circumstances do we profit from situations like thisWe were trying to help Mr***, but we also understand the inconvenience he had to endure and for that Irving Motors CorpapologizesIrving Motors Corpwould like to resolve this issue as soon as possible.If you have any questions or need additional information, please contact me.Thank you, [redacted]
May 14, 2015Dear Ms [redacted] ,We reviewed Mr [redacted] ’s file and case, he bought the Volkswagen New Beetle on April 2, He paid the vehicle in full and his sales representative was Mr [redacted] .The customer notified Mr [redacted] the vehicle broke down due to transmission problemsMr [redacted] then spoke to Mr [redacted] , our sales manager, regarding the same issueMr [redacted] told him that our vehicles are sold as is and Irving Motors Corpwas not responsible for the repair expenseHowever, Mr [redacted] did offer Mr [redacted] to have the vehicle towed to our I-location and have our mechanics look at the vehicleHe told the customer, the mechanics we are affiliated with can give him a reasonable repair price, but he would still have to pay for the expensesThe customer refused the offer and demanded Irving Motors Corpto pay for the repairsMr [redacted] recalls Mr [redacted] coming into our Blanco location and test driving the vehicle at least two times before purchasing the vehicleThe first time he went on Interstate to Interstate 35, accompanied by Mr [redacted] The second time, Mr [redacted] went on his own to test drive the vehicleThe only repairs promised and done was a headlight repairAt the time of purchase the customer declined and signed the Waiver of Service Contract, which states a service contract protection (warranty) had been offered and explained to himHe also signed the Buyers Guide form, proof he was in agreement that the vehicle was sold AS IS and the dealer is not responsible for any repairsMr [redacted] signed the Goodwill Repair form acknowledging there were no repairs promised and he would not pursue to request additional repairs.After reporting us to Revdex.com, the customer has continued to call us and come to our premises regarding this issueWe told the customer we will not speak to him directly, any response should only be through the Revdex.com complaint serviceHe called on May, 7, 2015, left a message with [redacted] our receptionist saying he demands a response by Monday, May or he will file a suit against usHe said he wanted a full reimbursement of the vehicle repairs or a vehicle exchangeHe came to our office on May 13, 2015, he spoke to our receptionist Sonia and spoke to Mr [redacted] He told the customer he cannot be coming in or calling the office; all communication must be done through the Revdex.com complaint service Again, he gave us a period of three days to contact him; he said he already reported us to Austin and according to him an inspector will be coming to our location.Unfortunately, we cannot fulfill the customer’s demands because our vehicles are sold AS IS and he was in full acknowledgementMr [redacted] and Mr [redacted] have tried to explain to the customer what he agreed and signed to, but Mr [redacted] refuses to understandMr [redacted] was not rushed or pressured into this sale, he was given plenty of leeway to check the vehicle and make his own purchase decisionThis is an unfortunate situation and we apologize to Mr [redacted] for the inconvenience; however, the customer signed the Waiver of Service, As Is, and Goodwill Repair Forms and we are not responsible for these repairsThank you, [redacted] President
Complaint: [redacted]
I am rejecting this response because: the business is not including all of the facts. Yes, I did call several times during the month of March but I left messages the majority of the times I called and I did not receive a return call. I even asked to speak to the owner, but was told that Irving Motors had NO owner because it was incorporated, so I could not speak to an owner. In the response, the business explained that they filed incorrect title information at my request to show them as lienholder. This is an admission that they knowingly filed erroneous information on a title application which is NOT allowed by the DMV. For that matter, if a title can get lost on the mail, it can get lost song mailed to them just as easily as it can in the mail to me, so this explanation makes no sense. I have a locking mailbox and would not have asked them to mail it to themselves requiring me to drive into town for me to get it from them. The business was explaining a procedure to me...they explained the procedure to "release a lien." I tried explaining to them that I did not want a release of lien because they never HAD a lien. All I asked for was a CORRECTED title. They refused that request. When Ms. [redacted] agreed to meet me at the DMV, I drove An hour to the location SHE chose that was near the dealership. She told me she went into their office and talked to them about what would be needed. When I arrived they told me she had NOT been in there and that they didn't even do title corrections at that location. I called back and she admitted to me that she had not come in and talked to them and that she was not coming to meet me. I was then put on the phone with another lady who told me to go to Sanco and they would take care of it. She yelled at me and told me to stop harassing them and that they would pay for a release of lien. She would not even listen to me when I tried to explain I wanted a corrected title showing there was NEVER a lien. She threatened to call the police and said they had recorded all of my phone calls. If they truly have them recorded, please ask them to play the recordings as you will see that I never harassed and asked them to please be professional about this while they yelled at me. I went over to Sanco and asked them to show me what Irving asked them to do for me. She showed me that they would be processing a release of lien. I stated that this was not what I requested and asked for my title back. I never told them they did not know what they were doing as they were simply doing what was requested of them. I do not accept this response. Of my calls were recorded as Irving claims, I ask them to provide that as that will provide the correct account and facts of this situation. If they do not have the calls recorded, which I doubt they do, I ask that you look at the facts and note that they have knowingly filed false information on a title application which they admitted to in their response and the fact that the story doesn't add up. I am still requesting an admission from them that I was mistreated, that they did knowingly file incorrect information on a title application and that they refused to correct, and I would like a verbal and written apology. I have since filed a complaint with the DMV dealer division, and will be notifying the state attorney general and the state comptrollers office. I was not being unreasonable. I simply wanted the correct paper trail to select the accuracy of the purchase of my vehicle. I didn't want to "cover up" that the lien was filed incorrectly by processing a release of lien. I wanted the paper trail to be correct in that a lien never existed.
Regards,
[redacted]
Dear Ms. [redacted],As previously stated on our first response letter, the vehicle was left at the SAMS CLUB store by I-10 and Evers. The customer called for us to pick up the vehicle and later sent someone to leave us the keys without notifying us if he was going to keep the vehicle or not. We have not received a call from Mr. [redacted] since the incident or the first Revdex.com response. We will take care of the $85 tow transport charge. The 2006 GMC is now ready at our Blanco location, it had a starter and water pump repair; the total amount of repairs is $326.17, which is the customer’s responsibility to pay. We ask for Mr. [redacted], the only registered owner and person on the account, to call the office and speak to Ms. [redacted] regarding the repairs and his payment which is now due in order to redeem the vehicle.Unfortunately, it is a used vehicle and it was sold as is and Mr. [redacted] was in full understanding. We will not pay for the repairs, nor will we comply with his original request, he must call the office.Thank you
Complaint: [redacted]
I am rejecting this response because: Now I received this from Irving motors but I don't even have the vehicle the company does so now they want even more money and interest. Please respond back. What is going to happen?
Regards,
[redacted]
May 13, 2015 On behalf of Irving Motors Corp., we do apologize for speaking to the customer in the manner that we did and for the inconvenience. Again, as stated several times in our previous response, the title is released from the lien holder, so Mr. [redacted] can sell the vehicle if he has not already. At Irving Motors Corp., we abide and follow procedures from the Texas Department of Motor Vehicles, and we cannot “erase” Irving Motors Corp. from the title’s lien holder's history. We do not understand his persistence in wanting to “erase” the lien from the title's history, either way there is nothing preventing him from selling it. We have put our part in helping Mr. [redacted], but he refused.There is nothing else that we can do at this point and we request for this case to be closed. Thank you, [redacted]
May 5, 2015First and foremost, on behalf of Irving Motors Corp. we would like to apologize to Mr. [redacted] for the inconvenience this may have caused him. Mr. [redacted] did call us during the month of February 2015 inquiring about his title for the 2004 Jaguar he purchased on September 10, 2013. He notified...
us he had not received his title and had applied for a copy, but he was informed Irving Motors Corp. was listed as the lien holder. We saw in our records we still had his title and on February 25, 2015 the lien holder was released and mailed out to the address provided by the customer. We received a call on March 6, 2015 from Mr. [redacted]; he spoke to Ms. [redacted] and asked on why we put a lien on the title if he had paid in full. It was explained to him he had signed the Title Application showing Irving Motors Corp. as the lien holder. Mr. [redacted]’s sales representative had informed us on the date of sale Irving Motors was to be added per customer’s request to prevent the title from getting lost in the mail. Ms. [redacted] explained to the customer that on the title the lien holder was signed and released and he would not have a problem if he wanted to sell the vehicle. Under the law and regulations of TXDMV, if he wanted a complete new title without a lien he had to send back the title and we would have it corrected; we did assure him we would pay for the correction. The new title would then be mailed out in a few weeks to his address. He refused to send back the title to us to correct and have the lien removed. He continued to insist for a for a title correction.We received several calls from him during the month of March on the same issue; unfortunately, we could not help him because he did not comply nor understand what was explained to him. On March 25, Mr. [redacted] had claimed he spoke to the Texas Department of Motor Vehicles, they told him we did not need a title to make a lien correction. Ms. [redacted] called the TXDMV, they confirmed we needed the title in order to apply for a new one without the lien holder. She did notify the customer about speaking to the TXDMV and made an arrangement to meet him there. However, on that day she was by herself working in the office; she was unable to go because of a high volume of customer calls and customers coming into the office to make payments. The customer called back again saying he was waiting for Ms. [redacted] and a representative from the TXDMV had told him they could not make any changes there at that department. We then sent Mr. [redacted] to SANCO Titles so he could personally go and request to apply for a new title without the lien holder information and have these changes paid by Irving Motors Corp. A while later we received a call from SANCO Titles, they said they explained the process to Mr. [redacted] and he told them they did not know what they were doing. He refused to give them the title and left their office. The customer called around a total of six calls in March 2015, threatening to report us, even after Ms. [redacted] tried to explain the procedure to him. Ms. [redacted] broke down crying out frustration because he did not understand. We tried to help him and Mr. [redacted] refused. It came to a point where we did feel harassed and threatened and told him to stop calling or we would call the police. We have done our part on explaining to the customer the process of changing the lien holder information and offering to pay for the changes. Mr. [redacted] needs to understand there is a process if he wants to have a new title without the lien holder information, it is not as simple as printing out a new one. Irving Motors Corp. has been in over 15 years and in no circumstances do we profit from situations like this. We were trying to help Mr. [redacted], but we also understand the inconvenience he had to endure and for that Irving Motors Corp. apologizes. Irving Motors Corp. would like to resolve this issue as soon as possible.If you have any questions or need additional information, please contact me.Thank you,[redacted]
Complaint: [redacted]
I am rejecting this response because: I wish to share the truth of this matter. I have ONLY come to Irving Motors one Time. They are lying regarding any offer to tow my car and repair it. Why would I as a customer want Irving Motors to repair my car after they have NOT responded to me at ALL. Irving Motors has treated me with DISRESPECT. They sold me a car that is garbage abd they wont stand behind it. Irving Motors NEVER once informed me that I wasn't to speek to them. Before I filled with the Revdex.com I reached out to Irving Motors and was treated with NOT ONE PHONE CALL BACK. This is why I filled against them. I will be filling with the State against Irving Motors. I must share that if I were a person looking for a car DON'T go to Irving Motors. They have written a lie to my initial response.
Regards,
[redacted]
May 14, 2015Dear Ms. [redacted],We reviewed Mr. [redacted]’s file and case, he bought the 2001 Volkswagen New Beetle on April 2, 2015. He paid the vehicle in full and his sales representative was Mr. [redacted].The customer notified Mr. [redacted] the vehicle broke down due to transmission problems. Mr....
[redacted] then spoke to Mr. [redacted], our sales manager, regarding the same issue. Mr. [redacted] told him that our vehicles are sold as is and Irving Motors Corp. was not responsible for the repair expense. However, Mr. [redacted] did offer Mr. [redacted] to have the vehicle towed to our I-10 location and have our mechanics look at the vehicle. He told the customer, the mechanics we are affiliated with can give him a reasonable repair price, but he would still have to pay for the expenses. The customer refused the offer and demanded Irving Motors Corp. to pay for the repairs. Mr. [redacted] recalls Mr. [redacted] coming into our Blanco location and test driving the vehicle at least two times before purchasing the vehicle. The first time he went on Interstate 10 to Interstate 35, accompanied by Mr. [redacted]. The second time, Mr. [redacted] went on his own to test drive the vehicle. The only repairs promised and done was a headlight repair. At the time of purchase the customer declined and signed the Waiver of Service Contract, which states a service contract protection (warranty) had been offered and explained to him. He also signed the Buyers Guide form, proof he was in agreement that the vehicle was sold AS IS and the dealer is not responsible for any repairs. Mr. [redacted] signed the Goodwill Repair form acknowledging there were no repairs promised and he would not pursue to request additional repairs.After reporting us to Revdex.com, the customer has continued to call us and come to our premises regarding this issue. We told the customer we will not speak to him directly, any response should only be through the Revdex.com complaint service. He called on May, 7, 2015, left a message with [redacted] our receptionist saying he demands a response by Monday, May 11 or he will file a suit against us. He said he wanted a full reimbursement of the vehicle repairs or a vehicle exchange. He came to our office on May 13, 2015, he spoke to our receptionist Sonia and spoke to Mr. [redacted]. He told the customer he cannot be coming in or calling the office; all communication must be done through the Revdex.com complaint service. Again, he gave us a period of three days to contact him; he said he already reported us to Austin and according to him an inspector will be coming to our location.Unfortunately, we cannot fulfill the customer’s demands because our vehicles are sold AS IS and he was in full acknowledgement. Mr. [redacted] and Mr. [redacted] have tried to explain to the customer what he agreed and signed to, but Mr. [redacted] refuses to understand. Mr. [redacted] was not rushed or pressured into this sale, he was given plenty of leeway to check the vehicle and make his own purchase decision. This is an unfortunate situation and we apologize to Mr. [redacted] for the inconvenience; however, the customer signed the Waiver of Service, As Is, and Goodwill Repair Forms and we are not responsible for these repairs. Thank you,[redacted]President
Complaint: [redacted]
I am rejecting this response because:Information regarding the occurrences are not accurate, we did try to resolve this matter but the blatant response and timeline with our records, evidence and witnesses shows and entirely different story.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:In the business world, with legal transactions, it is important to have an accurate paper trail that depicts the facts of a business transaction. The filing of a title document is a legal transaction, that should have all of the details surrounding the sale of a motor vehicle depicted in such a manner that they accurately describe the details of the sale. Processing a release of lien further perpetuates the incorrect facts of the business transaction because there was never a lien against the vehicle to be released. The dealer has repeatedly stated that all I have to do is process the release of lien in order to be able to sell the vehicle. They have ignored the fact that all I have asked is that the details of the sale of the motor vehicle be recorded accurately. The Department of Motor Vehicle has informed me that if a dealer files a title application incorrectly, all they have to do is have that title corrected. The DMV does not say to further file incorrect information by processing the release of a non-existent lien. The dealer has stated previously in their last response that they filed the title knowingly incorrect stating that the reason was because I, the purchaser requested it. This is an admission that they have knowingly misrepresented the facts of a sale of a vehicle on a motor vehicle title application. They have admitted to this in writing. When I questioned it on the phone I was told by an employee of the dealer that they "file all of their titles showing them as lien holder." Again, this is an admission of repeated misrepresentation of the facts regarding the sale of a motor vehicle, which under §501.155 of the TexasTransportation Code, "it is a third-degree felony for a person to knowingly provide false or incorrect information, or sign the name of another person without legal authority on a title application." Even if I had requested the title to be filed showing them as lien holder when they were in fact not the lien holder, then the dealer is in violation of §501.155 of the Texas Transportation Code. As stated, I have a locking mailbox and don't even live in San Antonio, so I would have no reason to request that the title be filed in such a manner so that it would be mailed to them because I was afraid it would be lost in the mail (as stated by the dealer.) In addition, if the dealer files "all" of their title applications showing them as lien holder as I was told, then they are in violation of §501.155 of the TexasTransportation Code each time they have knowingly falsified these documents. All I have asked, and I don't understand why it is so difficult for the dealer to understand, is that they correct the paper trail of the transaction so that it accurately depicts the detail of the purchase of my vehicle. A release of a non-existent lien further perpetuates the inaccuracy of the sale. Additionally, I have asked for an apology verbally and in writing for the claim that I have harassed the dealer with my requests for accurate information. I have been lied to by the dealer when I was told to meet them at the DMV title office and they did not show up. I was lied to when I was told that they initially claimed to have talked to about a title correction then later the staff at the dealership admitted to me that they did not in fact talk to the DMV title office. I would like all of those issues dealt with verbally and in writing along with the apology for the accusation that I was harassing them. I repeatedly asked the dealer employee to lower her voice with me and to please conduct our discussion in a professional manner. This did not stop her from yelling at me and accusing me of harassment. The employee told me that all of my telephone conversations had been recorded so I ask that they reproduce those recording as evidence of the supposed harassment. If the recordings cannot be reproduced this would be evidence of another lie I was told by this dealer. My request is not to have the lien released as this is not a viable alternative because there was NEVER a lien against my vehicle. I ask for accuracy of records and a verbal and written apology. The written letter of apology should be a letter sent to me at my address rather than a simple, insincere reply through the Revdex.com response. Additionally, I asked on several occasions to speak to a manager, owner or someone in charge, but was told there was no one I could speak to. But, it appears there is a president of Irving Motor Corp who responds to these letters, but he has made no attempt at reaching out to me to try and make this right. I don't feel like I am asking for too much...accuracy in the filing of the records around the purchase of my vehicle along with an apology for the way I was treated.
Regards,
[redacted]
May 13, On behalf of Irving Motors Corp., we do apologize for speaking to the customer in the manner that we did and for the inconvenience Again, as stated several times in our previous response, the title is released from the lien holder, so Mr [redacted] can sell the vehicle if he has not alreadyAt Irving Motors Corp., we abide and follow procedures from the Texas Department of Motor Vehicles, and we cannot “erase” Irving Motors Corpfrom the title’s lien holder's historyWe do not understand his persistence in wanting to “erase” the lien from the title's history, either way there is nothing preventing him from selling it We have put our part in helping Mr***, but he refused.There is nothing else that we can do at this point and we request for this case to be closed Thank you, [redacted]
May 5, 2015First and foremost, on behalf of Irving Motors Corpwe would like to apologize to Mr [redacted] for the inconvenience this may have caused himMr [redacted] did call us during the month of February inquiring about his title for the Jaguar he purchased on September 10, He notified us he had not received his title and had applied for a copy, but he was informed Irving Motors Corpwas listed as the lien holderWe saw in our records we still had his title and on February 25, the lien holder was released and mailed out to the address provided by the customerWe received a call on March 6, from Mr***; he spoke to Ms [redacted] and asked on why we put a lien on the title if he had paid in fullIt was explained to him he had signed the Title Application showing Irving Motors Corpas the lien holderMr***’s sales representative had informed us on the date of sale Irving Motors was to be added per customer’s request to prevent the title from getting lost in the mail Ms [redacted] explained to the customer that on the title the lien holder was signed and released and he would not have a problem if he wanted to sell the vehicleUnder the law and regulations of TXDMV, if he wanted a complete new title without a lien he had to send back the title and we would have it corrected; we did assure him we would pay for the correctionThe new title would then be mailed out in a few weeks to his addressHe refused to send back the title to us to correct and have the lien removedHe continued to insist for a for a title correction.We received several calls from him during the month of March on the same issue; unfortunately, we could not help him because he did not comply nor understand what was explained to himOn March 25, Mr [redacted] had claimed he spoke to the Texas Department of Motor Vehicles, they told him we did not need a title to make a lien correctionMs [redacted] called the TXDMV, they confirmed we needed the title in order to apply for a new one without the lien holderShe did notify the customer about speaking to the TXDMV and made an arrangement to meet him thereHowever, on that day she was by herself working in the office; she was unable to go because of a high volume of customer calls and customers coming into the office to make paymentsThe customer called back again saying he was waiting for Ms [redacted] and a representative from the TXDMV had told him they could not make any changes there at that departmentWe then sent Mr [redacted] to SANCO Titles so he could personally go and request to apply for a new title without the lien holder information and have these changes paid by Irving Motors CorpA while later we received a call from SANCO Titles, they said they explained the process to Mr [redacted] and he told them they did not know what they were doingHe refused to give them the title and left their officeThe customer called around a total of six calls in March 2015, threatening to report us, even after Ms [redacted] tried to explain the procedure to himMs [redacted] broke down crying out frustration because he did not understandWe tried to help him and Mr [redacted] refusedIt came to a point where we did feel harassed and threatened and told him to stop calling or we would call the policeWe have done our part on explaining to the customer the process of changing the lien holder information and offering to pay for the changesMr [redacted] needs to understand there is a process if he wants to have a new title without the lien holder information, it is not as simple as printing out a new oneIrving Motors Corphas been in over years and in no circumstances do we profit from situations like thisWe were trying to help Mr***, but we also understand the inconvenience he had to endure and for that Irving Motors CorpapologizesIrving Motors Corpwould like to resolve this issue as soon as possible.If you have any questions or need additional information, please contact me.Thank you, [redacted]
May 14, 2015Dear Ms [redacted] ,We reviewed Mr [redacted] ’s file and case, he bought the Volkswagen New Beetle on April 2, He paid the vehicle in full and his sales representative was Mr [redacted] .The customer notified Mr [redacted] the vehicle broke down due to transmission problemsMr [redacted] then spoke to Mr [redacted] , our sales manager, regarding the same issueMr [redacted] told him that our vehicles are sold as is and Irving Motors Corpwas not responsible for the repair expenseHowever, Mr [redacted] did offer Mr [redacted] to have the vehicle towed to our I-location and have our mechanics look at the vehicleHe told the customer, the mechanics we are affiliated with can give him a reasonable repair price, but he would still have to pay for the expensesThe customer refused the offer and demanded Irving Motors Corpto pay for the repairsMr [redacted] recalls Mr [redacted] coming into our Blanco location and test driving the vehicle at least two times before purchasing the vehicleThe first time he went on Interstate to Interstate 35, accompanied by Mr [redacted] The second time, Mr [redacted] went on his own to test drive the vehicleThe only repairs promised and done was a headlight repairAt the time of purchase the customer declined and signed the Waiver of Service Contract, which states a service contract protection (warranty) had been offered and explained to himHe also signed the Buyers Guide form, proof he was in agreement that the vehicle was sold AS IS and the dealer is not responsible for any repairsMr [redacted] signed the Goodwill Repair form acknowledging there were no repairs promised and he would not pursue to request additional repairs.After reporting us to Revdex.com, the customer has continued to call us and come to our premises regarding this issueWe told the customer we will not speak to him directly, any response should only be through the Revdex.com complaint serviceHe called on May, 7, 2015, left a message with [redacted] our receptionist saying he demands a response by Monday, May or he will file a suit against usHe said he wanted a full reimbursement of the vehicle repairs or a vehicle exchangeHe came to our office on May 13, 2015, he spoke to our receptionist Sonia and spoke to Mr [redacted] He told the customer he cannot be coming in or calling the office; all communication must be done through the Revdex.com complaint service Again, he gave us a period of three days to contact him; he said he already reported us to Austin and according to him an inspector will be coming to our location.Unfortunately, we cannot fulfill the customer’s demands because our vehicles are sold AS IS and he was in full acknowledgementMr [redacted] and Mr [redacted] have tried to explain to the customer what he agreed and signed to, but Mr [redacted] refuses to understandMr [redacted] was not rushed or pressured into this sale, he was given plenty of leeway to check the vehicle and make his own purchase decisionThis is an unfortunate situation and we apologize to Mr [redacted] for the inconvenience; however, the customer signed the Waiver of Service, As Is, and Goodwill Repair Forms and we are not responsible for these repairsThank you, [redacted] President
Complaint: [redacted]
I am rejecting this response because: the business is not including all of the facts. Yes, I did call several times during the month of March but I left messages the majority of the times I called and I did not receive a return call. I even asked to speak to the owner, but was told that Irving Motors had NO owner because it was incorporated, so I could not speak to an owner. In the response, the business explained that they filed incorrect title information at my request to show them as lienholder. This is an admission that they knowingly filed erroneous information on a title application which is NOT allowed by the DMV. For that matter, if a title can get lost on the mail, it can get lost song mailed to them just as easily as it can in the mail to me, so this explanation makes no sense. I have a locking mailbox and would not have asked them to mail it to themselves requiring me to drive into town for me to get it from them. The business was explaining a procedure to me...they explained the procedure to "release a lien." I tried explaining to them that I did not want a release of lien because they never HAD a lien. All I asked for was a CORRECTED title. They refused that request. When Ms. [redacted] agreed to meet me at the DMV, I drove An hour to the location SHE chose that was near the dealership. She told me she went into their office and talked to them about what would be needed. When I arrived they told me she had NOT been in there and that they didn't even do title corrections at that location. I called back and she admitted to me that she had not come in and talked to them and that she was not coming to meet me. I was then put on the phone with another lady who told me to go to Sanco and they would take care of it. She yelled at me and told me to stop harassing them and that they would pay for a release of lien. She would not even listen to me when I tried to explain I wanted a corrected title showing there was NEVER a lien. She threatened to call the police and said they had recorded all of my phone calls. If they truly have them recorded, please ask them to play the recordings as you will see that I never harassed and asked them to please be professional about this while they yelled at me. I went over to Sanco and asked them to show me what Irving asked them to do for me. She showed me that they would be processing a release of lien. I stated that this was not what I requested and asked for my title back. I never told them they did not know what they were doing as they were simply doing what was requested of them. I do not accept this response. Of my calls were recorded as Irving claims, I ask them to provide that as that will provide the correct account and facts of this situation. If they do not have the calls recorded, which I doubt they do, I ask that you look at the facts and note that they have knowingly filed false information on a title application which they admitted to in their response and the fact that the story doesn't add up. I am still requesting an admission from them that I was mistreated, that they did knowingly file incorrect information on a title application and that they refused to correct, and I would like a verbal and written apology. I have since filed a complaint with the DMV dealer division, and will be notifying the state attorney general and the state comptrollers office. I was not being unreasonable. I simply wanted the correct paper trail to select the accuracy of the purchase of my vehicle. I didn't want to "cover up" that the lien was filed incorrectly by processing a release of lien. I wanted the paper trail to be correct in that a lien never existed.
Regards,
[redacted]
Dear Ms. [redacted],As previously stated on our first response letter, the vehicle was left at the SAMS CLUB store by I-10 and Evers. The customer called for us to pick up the vehicle and later sent someone to leave us the keys without notifying us if he was going to keep the vehicle or not. We have not received a call from Mr. [redacted] since the incident or the first Revdex.com response. We will take care of the $85 tow transport charge. The 2006 GMC is now ready at our Blanco location, it had a starter and water pump repair; the total amount of repairs is $326.17, which is the customer’s responsibility to pay. We ask for Mr. [redacted], the only registered owner and person on the account, to call the office and speak to Ms. [redacted] regarding the repairs and his payment which is now due in order to redeem the vehicle.Unfortunately, it is a used vehicle and it was sold as is and Mr. [redacted] was in full understanding. We will not pay for the repairs, nor will we comply with his original request, he must call the office.Thank you
Complaint: [redacted]
I am rejecting this response because: Now I received this from Irving motors but I don't even have the vehicle the company does so now they want even more money and interest. Please respond back. What is going to happen?
Regards,
[redacted]
May 13, 2015 On behalf of Irving Motors Corp., we do apologize for speaking to the customer in the manner that we did and for the inconvenience. Again, as stated several times in our previous response, the title is released from the lien holder, so Mr. [redacted] can sell the vehicle if he has not already. At Irving Motors Corp., we abide and follow procedures from the Texas Department of Motor Vehicles, and we cannot “erase” Irving Motors Corp. from the title’s lien holder's history. We do not understand his persistence in wanting to “erase” the lien from the title's history, either way there is nothing preventing him from selling it. We have put our part in helping Mr. [redacted], but he refused.There is nothing else that we can do at this point and we request for this case to be closed. Thank you, [redacted]
May 5, 2015First and foremost, on behalf of Irving Motors Corp. we would like to apologize to Mr. [redacted] for the inconvenience this may have caused him. Mr. [redacted] did call us during the month of February 2015 inquiring about his title for the 2004 Jaguar he purchased on September 10, 2013. He notified...
us he had not received his title and had applied for a copy, but he was informed Irving Motors Corp. was listed as the lien holder. We saw in our records we still had his title and on February 25, 2015 the lien holder was released and mailed out to the address provided by the customer. We received a call on March 6, 2015 from Mr. [redacted]; he spoke to Ms. [redacted] and asked on why we put a lien on the title if he had paid in full. It was explained to him he had signed the Title Application showing Irving Motors Corp. as the lien holder. Mr. [redacted]’s sales representative had informed us on the date of sale Irving Motors was to be added per customer’s request to prevent the title from getting lost in the mail. Ms. [redacted] explained to the customer that on the title the lien holder was signed and released and he would not have a problem if he wanted to sell the vehicle. Under the law and regulations of TXDMV, if he wanted a complete new title without a lien he had to send back the title and we would have it corrected; we did assure him we would pay for the correction. The new title would then be mailed out in a few weeks to his address. He refused to send back the title to us to correct and have the lien removed. He continued to insist for a for a title correction.We received several calls from him during the month of March on the same issue; unfortunately, we could not help him because he did not comply nor understand what was explained to him. On March 25, Mr. [redacted] had claimed he spoke to the Texas Department of Motor Vehicles, they told him we did not need a title to make a lien correction. Ms. [redacted] called the TXDMV, they confirmed we needed the title in order to apply for a new one without the lien holder. She did notify the customer about speaking to the TXDMV and made an arrangement to meet him there. However, on that day she was by herself working in the office; she was unable to go because of a high volume of customer calls and customers coming into the office to make payments. The customer called back again saying he was waiting for Ms. [redacted] and a representative from the TXDMV had told him they could not make any changes there at that department. We then sent Mr. [redacted] to SANCO Titles so he could personally go and request to apply for a new title without the lien holder information and have these changes paid by Irving Motors Corp. A while later we received a call from SANCO Titles, they said they explained the process to Mr. [redacted] and he told them they did not know what they were doing. He refused to give them the title and left their office. The customer called around a total of six calls in March 2015, threatening to report us, even after Ms. [redacted] tried to explain the procedure to him. Ms. [redacted] broke down crying out frustration because he did not understand. We tried to help him and Mr. [redacted] refused. It came to a point where we did feel harassed and threatened and told him to stop calling or we would call the police. We have done our part on explaining to the customer the process of changing the lien holder information and offering to pay for the changes. Mr. [redacted] needs to understand there is a process if he wants to have a new title without the lien holder information, it is not as simple as printing out a new one. Irving Motors Corp. has been in over 15 years and in no circumstances do we profit from situations like this. We were trying to help Mr. [redacted], but we also understand the inconvenience he had to endure and for that Irving Motors Corp. apologizes. Irving Motors Corp. would like to resolve this issue as soon as possible.If you have any questions or need additional information, please contact me.Thank you,[redacted]
Complaint: [redacted]
I am rejecting this response because: I wish to share the truth of this matter. I have ONLY come to Irving Motors one Time. They are lying regarding any offer to tow my car and repair it. Why would I as a customer want Irving Motors to repair my car after they have NOT responded to me at ALL. Irving Motors has treated me with DISRESPECT. They sold me a car that is garbage abd they wont stand behind it. Irving Motors NEVER once informed me that I wasn't to speek to them. Before I filled with the Revdex.com I reached out to Irving Motors and was treated with NOT ONE PHONE CALL BACK. This is why I filled against them. I will be filling with the State against Irving Motors. I must share that if I were a person looking for a car DON'T go to Irving Motors. They have written a lie to my initial response.
Regards,
[redacted]
May 14, 2015Dear Ms. [redacted],We reviewed Mr. [redacted]’s file and case, he bought the 2001 Volkswagen New Beetle on April 2, 2015. He paid the vehicle in full and his sales representative was Mr. [redacted].The customer notified Mr. [redacted] the vehicle broke down due to transmission problems. Mr....
[redacted] then spoke to Mr. [redacted], our sales manager, regarding the same issue. Mr. [redacted] told him that our vehicles are sold as is and Irving Motors Corp. was not responsible for the repair expense. However, Mr. [redacted] did offer Mr. [redacted] to have the vehicle towed to our I-10 location and have our mechanics look at the vehicle. He told the customer, the mechanics we are affiliated with can give him a reasonable repair price, but he would still have to pay for the expenses. The customer refused the offer and demanded Irving Motors Corp. to pay for the repairs. Mr. [redacted] recalls Mr. [redacted] coming into our Blanco location and test driving the vehicle at least two times before purchasing the vehicle. The first time he went on Interstate 10 to Interstate 35, accompanied by Mr. [redacted]. The second time, Mr. [redacted] went on his own to test drive the vehicle. The only repairs promised and done was a headlight repair. At the time of purchase the customer declined and signed the Waiver of Service Contract, which states a service contract protection (warranty) had been offered and explained to him. He also signed the Buyers Guide form, proof he was in agreement that the vehicle was sold AS IS and the dealer is not responsible for any repairs. Mr. [redacted] signed the Goodwill Repair form acknowledging there were no repairs promised and he would not pursue to request additional repairs.After reporting us to Revdex.com, the customer has continued to call us and come to our premises regarding this issue. We told the customer we will not speak to him directly, any response should only be through the Revdex.com complaint service. He called on May, 7, 2015, left a message with [redacted] our receptionist saying he demands a response by Monday, May 11 or he will file a suit against us. He said he wanted a full reimbursement of the vehicle repairs or a vehicle exchange. He came to our office on May 13, 2015, he spoke to our receptionist Sonia and spoke to Mr. [redacted]. He told the customer he cannot be coming in or calling the office; all communication must be done through the Revdex.com complaint service. Again, he gave us a period of three days to contact him; he said he already reported us to Austin and according to him an inspector will be coming to our location.Unfortunately, we cannot fulfill the customer’s demands because our vehicles are sold AS IS and he was in full acknowledgement. Mr. [redacted] and Mr. [redacted] have tried to explain to the customer what he agreed and signed to, but Mr. [redacted] refuses to understand. Mr. [redacted] was not rushed or pressured into this sale, he was given plenty of leeway to check the vehicle and make his own purchase decision. This is an unfortunate situation and we apologize to Mr. [redacted] for the inconvenience; however, the customer signed the Waiver of Service, As Is, and Goodwill Repair Forms and we are not responsible for these repairs. Thank you,[redacted]President
Complaint: [redacted]
I am rejecting this response because:Information regarding the occurrences are not accurate, we did try to resolve this matter but the blatant response and timeline with our records, evidence and witnesses shows and entirely different story.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:In the business world, with legal transactions, it is important to have an accurate paper trail that depicts the facts of a business transaction. The filing of a title document is a legal transaction, that should have all of the details surrounding the sale of a motor vehicle depicted in such a manner that they accurately describe the details of the sale. Processing a release of lien further perpetuates the incorrect facts of the business transaction because there was never a lien against the vehicle to be released. The dealer has repeatedly stated that all I have to do is process the release of lien in order to be able to sell the vehicle. They have ignored the fact that all I have asked is that the details of the sale of the motor vehicle be recorded accurately. The Department of Motor Vehicle has informed me that if a dealer files a title application incorrectly, all they have to do is have that title corrected. The DMV does not say to further file incorrect information by processing the release of a non-existent lien. The dealer has stated previously in their last response that they filed the title knowingly incorrect stating that the reason was because I, the purchaser requested it. This is an admission that they have knowingly misrepresented the facts of a sale of a vehicle on a motor vehicle title application. They have admitted to this in writing. When I questioned it on the phone I was told by an employee of the dealer that they "file all of their titles showing them as lien holder." Again, this is an admission of repeated misrepresentation of the facts regarding the sale of a motor vehicle, which under §501.155 of the TexasTransportation Code, "it is a third-degree felony for a person to knowingly provide false or incorrect information, or sign the name of another person without legal authority on a title application." Even if I had requested the title to be filed showing them as lien holder when they were in fact not the lien holder, then the dealer is in violation of §501.155 of the Texas Transportation Code. As stated, I have a locking mailbox and don't even live in San Antonio, so I would have no reason to request that the title be filed in such a manner so that it would be mailed to them because I was afraid it would be lost in the mail (as stated by the dealer.) In addition, if the dealer files "all" of their title applications showing them as lien holder as I was told, then they are in violation of §501.155 of the TexasTransportation Code each time they have knowingly falsified these documents. All I have asked, and I don't understand why it is so difficult for the dealer to understand, is that they correct the paper trail of the transaction so that it accurately depicts the detail of the purchase of my vehicle. A release of a non-existent lien further perpetuates the inaccuracy of the sale. Additionally, I have asked for an apology verbally and in writing for the claim that I have harassed the dealer with my requests for accurate information. I have been lied to by the dealer when I was told to meet them at the DMV title office and they did not show up. I was lied to when I was told that they initially claimed to have talked to about a title correction then later the staff at the dealership admitted to me that they did not in fact talk to the DMV title office. I would like all of those issues dealt with verbally and in writing along with the apology for the accusation that I was harassing them. I repeatedly asked the dealer employee to lower her voice with me and to please conduct our discussion in a professional manner. This did not stop her from yelling at me and accusing me of harassment. The employee told me that all of my telephone conversations had been recorded so I ask that they reproduce those recording as evidence of the supposed harassment. If the recordings cannot be reproduced this would be evidence of another lie I was told by this dealer. My request is not to have the lien released as this is not a viable alternative because there was NEVER a lien against my vehicle. I ask for accuracy of records and a verbal and written apology. The written letter of apology should be a letter sent to me at my address rather than a simple, insincere reply through the Revdex.com response. Additionally, I asked on several occasions to speak to a manager, owner or someone in charge, but was told there was no one I could speak to. But, it appears there is a president of Irving Motor Corp who responds to these letters, but he has made no attempt at reaching out to me to try and make this right. I don't feel like I am asking for too much...accuracy in the filing of the records around the purchase of my vehicle along with an apology for the way I was treated.
Regards,
[redacted]