JC A/C

Initial Business Response / [redacted] (1000, 8, 2017/04/24) */ XXXXXXXX In response to the complaint filed against usMs [redacted] purchased a Suburban from us back in FebruaryWe helped obtain financing on this vehicle for her, she traded in a vehicle on the new oneThe Suburban was sold as is with no warranty expressed or implied, attached is the signed as is paperworkI informed Ms [redacted] I would send the POA to her brother to sign and send back, which I confirmed the address and mailed out the paperwork same day of the purchase The title still has not been signed off for the trade inOne day a guy called and said it was Ms [redacted] s brother, but the call records indicate it was a google voice number, and the caller stated that the title was not going to be signed over until the suburban was fixedThat was the only call we received from anyone stating they were Mr [redacted] Ms [redacted] had her boyfriend come in and look at the vehicle prior to finalizing the dealShe instructed me that he was a mechanic and would check it out, and he was a tough one so nothing would get past himHe came in one evening and drove it for around minutes or so, came back and said everything was good, and he would speak with Ms [redacted] She contacted me and said they would complete the deal on Saturday As for the vehicle having a new transmissionWhen we purchased the vehicle, the dealer we purchased it from informed me, he just put a new transmission in it, and he took it on trade that is why the previous owner traded it inThe day the vehicle was purchased, I personally drove the vehicle for a week myselfDuring the time I drove the vehicle, there was no issues at all with the vehicleI informed the customer who had put the transmission in, and told them they could contact them if they had any issues with it in the future Several weeks after they purchased it, I recieved a call from Ms [redacted] 's boyfriend, the majority of contact was always with him, saying that the car was having a transmission issueMs [redacted] 's boyfriend would tell us that the vehicle had one issue, but she said it had completely different issuesI again informed them of the place who did the transmission, and told them they could contact them to get the vehicle looked at I was told by my office that Ms [redacted] and her boyfriend was calling for me, however, I am not always in the officeI am out of the office more than I am inI did speak with her boyfriend, and told him that we would waive the diagnosis fee for them if they wanted to set up an appointment with our service department, but they would have to call and schedule that appointment Our service department contacted Ms [redacted] s boyfriend to schedule an appointment for the vehicle, but the day the appointment was scheduled, the customer never brought the vehicle for the shop to service itAfter speaking with my service department, I was informed there was multiple appointments set, but they all were no show's I was off one day, and happened to stop in my office to grab some personal things before leaving for the weekend, when Ms [redacted] 's boyfriend barged in with a friend and was verbally threatening meWe asked them to leave or we would have to call the police, they then left shortly after that We never misinformed, or was dishonest with Ms [redacted] Yes, I didn't return her phone call within seconds of calling, due to not being in the office very muchHowever, my staff was communicating with her via the phone, once they called me on my personal phone As for the warranty information, again, the vehicle was sold as is, and the customer was provided with the paperwork signed by both dealership and customerOur website has not, and never has said all of our cars come with a free warranty, it simply says, Ask how to get a warranty with your vehicleThe vehicle price was reduced to help Ms [redacted] purchase the vehicle, and the finance company did not offer a warranty, and would not allow a warranty to financing on the loan After the incident with her boyfriend, we contacted our attorney to reach out and have the paperwork signed off on the trade, or we would have to file a law suit for the trade inWe sell tons of cars, and this is the first time we have had this issueA car is an investment, it is not something you purchase and never have to maintain or put any kind of money inThese are used vehicles, you never know what could happen in the future I do not feel we are responsible for any repairs on this vehicle, as the vehicle was sold as isIf Ms [redacted] wanted to purchase a warranty at time of sale, that option was availableAgain, at the time of the purchase, the vehicle was running and driving with no issues at allWe made multiple attempts to help with, but they never showed upThe one time they did, is the day Ms [redacted] boyfriend was verbally threatening us with a friend of his and was asked to leave

Initial Business Response /* (1000, 5, 2017/08/22) */
Mr*** purchased a Jeep Commander on 3/24/2017, that day after he came back from the bank One Mai, before *** did the paperwork (close on the sale) he keep complaining about the commander running bad, so *** offered him to
put him on a different vehicle which he refused to do at the timeI know that he brought the commander over to our south location so the mechanics look at it but few weeks later he brought it back and at this time the vehicle had a blown head gasket, something that was going to take a while to fix, so I talked to Mr*** and told him that if he would pay me the remaining *** he still owed us I would give him a free warranty (worth around *** that would take care of the issues the commander was having, but again he refused my help, arguing that the warranty was going to expire and he was going to be back at square one, I reaffirmed him that he would get a warranty from the repair shop for at least one year even though the warranty gets expired, he didn't have to fix it with us, he could take it to any legitimate repair shop to have the work doneWe talked for over hour and a half and we didn't get anywhereHe called me on a different occasion to discuss a way to get switch over to a different vehicle but after talking for an other hour or so we couldn't come to an agreement againA few weeks ago Mr*** dropped off the commander's key saying that the key didn't work and ask us to replace it, so by this time I feel so frustrated dealing with somebody that all he does is repeating himself over and over, time after time without making any sense whatsoever I noted that Mr*** is accusing me of being unprofessional, rude and insensitive, but if I was what Mr*** says I am I would had ignored him and never offered him any kind of help, and yes I was rude toward the end because I was tired of talking to a repeating machine that wasn't making senseAt this time I'm not willing to offer Mr*** any kind of help since he refused our help multiple times, and if he doesn't pay his remaining balance, I'll forward it to my attorney for collections proceedings
Initial Consumer Rebuttal /* (3000, 7, 2017/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Under no circumstance will I accept their response!! Mr***'s opening remarks were and completely inaccurate; in which is to be expected because he was never apart of the sales process anywayMarch 24, I came to the store to finally test drive the vehicle after speaking to Darrian that week about this Jeep COMMANDER AND A GRAY COMMANDER as wellI drove the vehicle around the block and notice the lights on the dashboard were lit up! (Check Engine Light, ABS Light, Engine Oil, Brake Light) ALL OF THEM!! These were all RED FLAGS to me, and I believe would be to anyone test driving a vehicle for the first timeWhen I brought the vehicle back to the lot I asked Darrian about the lights being lit upDarrian couldn't give me an answer and told me she would let *** know when he returned to the dealershipAt no time during this point did Darrian ask me about another vehicleIn the meantime I was further instructed by Darrian to take the Vehicle to One Main Financial in New Haven, INFrom the dealership to One Main Financial on a Friday afternoon was a 30-minute drive because of trafficIt was during this time the situation went from bad to worseNot only were the lights lit up, but now the screen said check temperature gauges and service vehicle! When I arrived to One Main I spoke with *** (Store Manager at One Main Financial) I expressed to him my concerns and my uncertainty of wanting to complete this process*** then came out to inspect the vehicle, in which he witnessed (along with my mother who was present with me through the entire process) that the Temperature of the vehicle was HOT(H)!
*** took pictures, but did not have an answer as to why the vehicle was doing what it was doing*** advised me to go through with this process and to take the vehicle back trusting his relationship with the dealership, he thought that they would put me in another vehicle or resolve the issueAfter sitting for an hour while I went through the financial paperwork at One Main the vehicle had time to cool downYet heading back to the store(Still Mar, 24) the engine heated up again reading the same things I just stated aboveWhen I arrived at the Dealership I reiterated to Darrian again and this time was able to show her that the Engine was reading HOT! She then went inside to get *** came outside and inspected the carI told him and Darrian both that I had a vehicle awhile ago that had this problem and it was an engine problem, and if that was the case I don't want it.(These words I also Spoke to *** at One Main) We lifted the hood (Darrian, ***, Myself)*** had me turn the vehicle on and off but still no change*** (The North Lot Manager) then suspected (had an idea or impression but no fact or truth) that the Battery was the cause for the issueHe said the Jeep Commander had a new battery put in it and that process through the sensors offHe then said let me call the service department and let them get a look at it to see what the issue isMy face was filled with doubt understanding I needed the vehicle, but didn't trust that this vehicle was rightExpressing this to both Darrian and ***, *** said to me while closing on the vehicle, that they were going to service the vehicle and get it fixed and if the Commander was not fixed or I was still unhappy with the Vehicle, he would put me in another vehicle(As I stated in the first complaint) AT NO TIME DURING THIS COVERSATION ON MARCH 24, DID DARRIAN OR *** OFFER ME ANOTHER VEHICLE!! IF THAT Were THE CASE WE WOULDN'T HAVE THE PROBLEM WE HAVE NOW! I went with the BLUE JEEP COMMANDER BECAUSE I WAS TOLD IT WAS THE ONLY ONE I WAS APPROVED FORInitially I was looking to take the GRAY JEEP COMMANDER WHICH WAS THE SAME PRICE! Yet, I was told by the finance company a couple of days prior that I was only approved for the Blue Jeep CommanderI even asked Darrian that same week about a Black GMC ENVOY but Darrian told me they weren't doing financing on thatBUT AGAIN AT NO TIME WAS I ASKED ABOUT OR OFFERED ANOTHER VEHICLEI CAN'T REFUSE AN OFFER I WASN'T GIVENSo AGAIN MR*** IS AND INACCURATE!!
Furthermore Darrian Never brought the Jeep Commander to the South Location, I DID!! The only thing Darrian did was call to let them know that I was leaving the North Store to come there for them to check out the problemAnd prior to that I was instructed by *** to drive with the HEAT ON AND THE Window Cracked Just in case to prevent the vehicle from shutting OFF! IN which by the time I arrived they were getting ready to close and *** (The Dealership Mechanic at the time) told me I need to schedule a time to bring the Jeep back the next weekI rescheduled for Tuesday March 28, I brought the vehicle in on the 28th and was told that they were going to put in a ABS Sensor and that should make things right! *** said it would take a couple hours and asked if I wanted to stayI told Him my mother was with me and I would come back to pick the vehicle up when they finishedI left my number for them to call meHe said he would call but it should be ready at 5:I came back to the store at about 5:and the doors where locked and the store was CLOSED!! With no phone call and I had witness that can attest to this fact! The Next day I pick the vehicle up (March 29, Wed) On my way back to the house the Jeep did the same exact thing only this time it acted like it wanted to shut off!! I tried to call the store but I received no answerWhen I made it home I shut off the vehicle and tried to turn it back on, but this time it wouldn't start
I called Darrian on Thursday March to make her aware of the situation and asked to speak with ***She told me he was not in the office and that she would have him call me FridayI waited for the call and received nothingI called both stores and didn't get an answer!! This continued on through the week of April 3-I finally heard from *** on April 8thHe asked me when would I be able to bring it in for them to look at it again, (I REPEAT I WAS NOT ASKED ABOUT ANOTHER VEHICLE) I told him April (Good Friday) because I had the day off, I took the vehicle Thursday evening after work because *** said he wanted to get to first thing Friday morningThursday April I parked the vehicle in the lot and *** came out to look at itHe tried to start it up, but IT WOULD NOT START!! He open the hood and said I think I know what the problem isThere was no fan on the transmissionHe told me that only took about minHe would have it ready Friday morning*** (the mechanic) said he would call about 10:30am-11am!! I waited for the call and got nothingI went to the store to check on the Jeep, and he said He was trying to find A fan from a scrap yard that had a Jeep Commander that was similar but a different yearHe told me to come back at 4pm because he had to pick up the part and test drive the vehicleWhen I returned *** couldn't even look me in the eye, and said do you have a warranty because the engine gasket is damagedI kept my cool but expressed to him that was what I suspected all along*** (the mechanic) said I would have to talk to *** because this was out of his handsFor 3wks I heard nothing from the storeDarrian told me *** was on vacation or was at the auctionWhen I called *** the fist time He asked me to allow him to speak with *** to get the information and He would call me back (this was May XX XXXX) After getting the finance coinvolved I finally hear from Darrian at the End of May about a warrantyI was aware of the warranty because I spoke to the finance coand told them no because that doesn't guarantee that the Jeep would operated and the warranty would expire leaving me stuck anywaySo I asked for a different vehicleOne Main Finance Co agreed that this should be an option, but *** somehow believe that This is Not!! Which leaves us to now
This Jeep Commander was not in my possession and brought back damaged as *** StatedThe current problem with the Jeep Commander is the same problem it was when I picked it up and Test Drove it! I along with One Main Finance have physical proof and witnesses that will attest to this FACT! All I asked is to be treated fairly and to be put in a vehicle that workEven ***'s Sales Rep Brock Agreed that this was the Right/Adult thing to do by your customerMr*** is frustrated because I've repeated my concernHe says I'm complainingWell that's because I have a COMPLAINT!! Understand this is not whining, but me expressing my dissatisfaction and annoyance with Ultimate Auto with their treatment/service to me in this matter; and my refusal to settle for less than what I expected out of Ultimate AutoI WAS MISLEAD AND SWINDLED out of *** NOT Mr*** OR UltimateThough It may cost Ultimate something, Finding a nice operative vehicle could resolve this matte
Final Business Response /* (4000, 12, 2017/09/26) */
I have done more research on how things went down the day of Mr***'s purchase, and I even took the time to consecutively interview the two employees (*** & ***) that were part of Mr***'s transaction and both of them told me that Mr*** was given the option to purchase a different vehicle but he refused to do so, and instead he went ahead and purchase the blue jeep commander As Is (we have proof of it) down the road after several complaints from Mr*** urging to talk to me I went ahead and talked to Mr*** and that's when I came up with an option for him which was to have him pay Ultimate Auto Deals the remaining balance of *** and we were going to give him a FREE WARRANTY worth around *** but Mr*** declined my offer, so from the time on I'm not willing to make any more help offers to Mr***His argument was that The warranty was going to expire in six months and from that point on he was going to be unprotected and he also said repeatedly that that car has never going to be ok since to motor was malfunctioning and it was like a person with heart problems that would never be to the 100%
He was making clueless comments that really didn't make senseTherefore I stopped talking to Mr***I tried very hard to help Mr***, but unfortunately it didn't go well

Initial Business Response /* (1000, 8, 2017/04/24) */
XXXXXXXX
In response to the complaint filed against usMs*** purchased a Suburban from us back in FebruaryWe helped obtain financing on this vehicle for her, she traded in a vehicle on the new oneThe Suburban was sold as is with
no warranty expressed or implied, attached is the signed as is paperworkI informed Ms*** I would send the POA to her brother to sign and send back, which I confirmed the address and mailed out the paperwork same day of the purchase
The title still has not been signed off for the trade inOne day a guy called and said it was Ms***s brother, but the call records indicate it was a google voice number, and the caller stated that the title was not going to be signed over until the suburban was fixedThat was the only call we received from anyone stating they were Mr***
Ms*** had her boyfriend come in and look at the vehicle prior to finalizing the dealShe instructed me that he was a mechanic and would check it out, and he was a tough one so nothing would get past himHe came in one evening and drove it for around minutes or so, came back and said everything was good, and he would speak with Ms***She contacted me and said they would complete the deal on Saturday
As for the vehicle having a new transmissionWhen we purchased the vehicle, the dealer we purchased it from informed me, he just put a new transmission in it, and he took it on trade that is why the previous owner traded it inThe day the vehicle was purchased, I personally drove the vehicle for a week myselfDuring the time I drove the vehicle, there was no issues at all with the vehicleI informed the customer who had put the transmission in, and told them they could contact them if they had any issues with it in the future
Several weeks after they purchased it, I recieved a call from Ms***'s boyfriend, the majority of contact was always with him, saying that the car was having a transmission issueMs***'s boyfriend would tell us that the vehicle had one issue, but she said it had completely different issuesI again informed them of the place who did the transmission, and told them they could contact them to get the vehicle looked at
I was told by my office that Ms*** and her boyfriend was calling for me, however, I am not always in the officeI am out of the office more than I am inI did speak with her boyfriend, and told him that we would waive the diagnosis fee for them if they wanted to set up an appointment with our service department, but they would have to call and schedule that appointment
Our service department contacted Ms***s boyfriend to schedule an appointment for the vehicle, but the day the appointment was scheduled, the customer never brought the vehicle for the shop to service itAfter speaking with my service department, I was informed there was multiple appointments set, but they all were no show's
I was off one day, and happened to stop in my office to grab some personal things before leaving for the weekend, when Ms***'s boyfriend barged in with a friend and was verbally threatening meWe asked them to leave or we would have to call the police, they then left shortly after that
We never misinformed, or was dishonest with Ms***Yes, I didn't return her phone call within seconds of calling, due to not being in the office very muchHowever, my staff was communicating with her via the phone, once they called me on my personal phone
As for the warranty information, again, the vehicle was sold as is, and the customer was provided with the paperwork signed by both dealership and customerOur website has not, and never has said all of our cars come with a free warranty, it simply says, Ask how to get a warranty with your vehicleThe vehicle price was reduced to help Ms*** purchase the vehicle, and the finance company did not offer a warranty, and would not allow a warranty to financing on the loan
After the incident with her boyfriend, we contacted our attorney to reach out and have the paperwork signed off on the trade, or we would have to file a law suit for the trade inWe sell tons of cars, and this is the first time we have had this issueA car is an investment, it is not something you purchase and never have to maintain or put any kind of money inThese are used vehicles, you never know what could happen in the future
I do not feel we are responsible for any repairs on this vehicle, as the vehicle was sold as isIf Ms*** wanted to purchase a warranty at time of sale, that option was availableAgain, at the time of the purchase, the vehicle was running and driving with no issues at allWe made multiple attempts to help with, but they never showed upThe one time they did, is the day Ms*** boyfriend was verbally threatening us with a friend of his and was asked to leave